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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341 | One Big Happy: Travel survey reveals how hotels can attract families
Rainer Jenss of Nyack, New York, founded the Family Travel Association seven years ago to help parents and caregivers introduce children to the world through travel, whether that’s a yearlong trip around the world that Jenss and his family took or a weekend getaway to a nearby destination. To help the travel industry gauge what parents want when they take their kids on vacation, FTA conducts an annual study. The U.S. Family Travel Survey 2021 reveals the shift in mindset the COVID-19 pandemic has created in families planning a trip over the next 12 months. Hoteliers use can use the information to generate business and boost their strategies to recover and sustain business now and other the coming months.
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340 | New Glass Ceiling: Industry leaders work to shatter barriers for women hotel owners and investors
Whether they’re new to the concept or they’ve worked in lodging for years, women are an emerging force in hotel development, investment and ownership. Several industry leaders are making significant strides in building programs that encourage and support women interested in becoming hotel owners and investors. This report examines new projects and updates the status of existing efforts by industry leaders to recruit women as owners and help them hurdle barriers such as critical access to capital.