CUSTOMER SERVICE & CX
101 | Service Recovery – Be the Hero with Susan Pannozzo
CUSTOMER SERVICE & CX
Susan Pannozzo, CHA, CHT brings over 30 years of experience to the hospitality industry. She started her career as a Guest Service Representative, working her way up through multiple departments to eventually the role of General Manager. After 14 years in hotel operations, Susan joined the corporate office of IHG in 2000 as Quality Consultant, later transitioning to the IHG Training Department where she managed the quality and service training programs for the Americas Region up until February of 2017.
Susan has now founded her own Hospitality Training and Consulting company, Hospitality Academy, where she also hosts the Hospitality Academy Podcast. Her expertise includes guest engagement, service recovery, quality assurance, rooms division management, and team member development. Susan holds accreditation from the American Hotel & Lodging Association as a Certified Hotel Administrator (CHA) as well as a Certified Hospitality Trainer (CHT).
In This Episode, We Talk About
- Susan’s background, the vision behind her company, and why she decided to start a podcast.
- The different types of training, how it has evolved over the years, and how she plans to use her years of training experience to help hospitality professionals be more successful.
- Service recovery, why it’s important, and how choosing to be the hero can turn a negative experience into a lifetime fan.
Resources & Links
Susan Pannozzo
Hospitality Academy
9426 Equus Cir.
Boynton Beach, FL 33472
CUSTOMER SERVICE & CX
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321 | Here to Help: Pandemic crisis fuels third-party management growth
Hotel owners and operators who believed they could go it alone before the coronavirus pandemic devastated the hotel industry are having another think and turning to third-party managers to work their way back to profitability in the post-pandemic recovery. Another trend contributing to the growth in third-party managers’ business is more commercial real estate investors armed with cash entering the hotel sector and in need of an experienced operations team. Episode 321 of Lodging Leaders podcast explores the growth of third-party management companies over the past 12 months. This report is part of Lodging Leaders’ coverage of the coronavirus crisis and its impact on the hospitality industry.
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320 | Where’s My Stuff?: Breaks in the global supply chain disrupt hotel projects, increase costs
The Ever Given container ship running aground on March 23 in the Suez Canal got worldwide attention, but it is just one of many reasons for the breaks in the global supply chain that are impacting the U.S. hotel industry’s post-pandemic revival plans. Shipping companies in Asia and Europe are contending with a boatload of challenges, including a lack of containers, traffic jams at West Coast ports and increased costs. Long Live Lodging explores what the problems mean to hotel owners and developers eager to refresh their properties and welcome guests back.