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
-
295 | Doing Well: Coronavirus pandemic advances wellness design and programs in hotels
The coronavirus pandemic is forcing the lodging industry to rethink health and wellness. Designers such as Blanche Garcia of B. Garcia Designs see this as an opportunity for hotels to revise their messaging beyond clean and safe by introducing wellness products and programs they can market and attract guests who want to feel good during their stay and return home feeling better than when they left. Those who promote healthy buildings as well as safe travel are exploring how implementing elements of wellness can be a cure for hotel businesses struggling to survive the COVID-19 pandemic and the subsequent economic downturn. This report is part of Long Live Lodging’s ongoing coverage of the coronavirus crisis and its impact on the hotel industry.
-
294 | She is a Hotel Investor: What She Has a Deal can teach every hotel investor
She Has a Deal, a program that promotes women as hotel owners, last month minted several new investors through its inaugural pitch competition. Long Live Lodging examines what it took for the three women who comprise the team called Datcher to win the top prize of $50,000 in equity in a fund that would include their $27.4 million project proposed for downtown Detroit. Two additional projects proposed during the competition were selected to benefit from She Has a Deal’s first investment fund. Datcher’s winning formula as well as the other project proposals can be emulated as hotel developers and investors search for ways to fund upcoming projects that reduce investors’ risk while delivering a healthy return as the lodging industry navigates its way through the business downturn caused by the coronavirus pandemic.