In this fantastic and info packed episode with Theresa Ito, Principal at Blue Mountain Solutions shares how to create a thriving internal culture of support and training, the importance of self-driven professional development, setting new leaders up for success, what successful companies do to drive an organizational culture of development and how to keep it alive when the “culture keepers” move on. 

It’s filled with tactical and actionable steps you can take today to make a difference in the organizational culture of your company. 

A little about Theresa Ito, Principle at Blue Mountain Solutions: 

Theresa Ito is passionate about people, having worked in hospitality internationally for over 30 years, she loves nothing better than being part of people’s growth. And that is why she has been successful with her company Blue Mountain Solutions, developing leaders and teams.During her illustrious career in hospitality, Theresa has successfully led teams in iconic brands including Fairmont Hotels, Le Meridien, Sandals Resorts and Hilton International. Theresa is a qualified certified facilitator for "The 7 Habits of Highly Effective People" and was an instructor at Royal Roads University. Now based in beautiful Vancouver Island, she enjoys servicing a host of local and international clientele, assisting them to thrive in hospitality. Theresa is energetic and her training is always filled with industry best practices, useful anecdotes and a dose of humor

Financial acumen and financial leadership are critical to anyone trying to advance in their career. On this episode, David Lund, The Hotel Financial Coach, takes us through the details of financial leadership, the importance of creating an environment that celebrates learning and growing financial skills and how financial acumen benefits all aspects of life. He also makes a generous offer to our listeners at the end of the show…  

A LITTLE ABOUT DAVID LUND, THE HOTEL FINANCIAL COACH:

David Lund is a hospitality financial leadership pioneer who has branded himself “The Hotel Financial Coach.” Just as any great hotel is true to their brand, so is David. His client commitment is about exceptional service. And his #1 focus is to help his clients be more prosperous as individuals or teams.  David’s background includes over 30 years as a Regional Controller, Corporate Financial Director, Hotel Manager and Controller throughout North America at multiple locations.  His services include Financial Leadership Workshops, Personalized 1:1 Financial Leadership Coaching, Professional Speaking, Financial Statement Design, Financial System Design, Policy Manual Creation and Hotel Financial Consulting.  

David has a weekly blog that he publishes on his website https://hotelfinancialcoach.com as well as an online training course at https://www.ahla.ca/financial-leadership-david-lund/   

Check out his blog and media pages for more: https://hotelfinancialcoach.com/blog/ or email him at [email protected]

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Proven Principles is a hospitality operations consulting and coaching company built on the best practices of the luxury hotel industry.

We help customer-service focused businesses and vacation rental property owners drive better performance, productivity and profitability with best-in-class operations strategy, employee training and project management.

Visit Proven Principles: https://www.theprovenprinciples.com

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Whether it’s to drive customer loyalty, increase sales or improve online reviews, connecting with customers on a more personal level is something that most businesses strive for but most don’t know how or where to start when elevating their service levels. This show gets in to the weeds and pulls out actionable and sustainable practices you can use right away to train your staff and optimize your operation for better service.  

In the show we discuss: 

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Proven Principles is a hospitality operations consulting and coaching company built on the best practices of the luxury hotel industry.

We help customer-service focused businesses and vacation rental property owners drive better performance, productivity and profitability with best-in-class operations strategy, employee training and project management.

Visit Proven Principles: https://www.theprovenprinciples.com

Follow Adam:

Twitter: twitter.com/adamknight

Instagram: instagram.com/adamknight

Facebook: facebook.com/TheProvenPrinciples

How do you manage online reviews? If you’re not being proactive in asking for and responding to reviews or if you don’t internalize and rework your operation based on customer feedback, you need to update your customer review strategy! Understanding how your customers interact with and experience your business is vital to your success. This is why reviews are so useful… because they give you intel you may not normally have.

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Proven Principles is a hospitality operations consulting and coaching company built on the best practices of the luxury hotel industry.

We help customer-service focused businesses and vacation rental property owners drive better performance, productivity and profitability with best-in-class operations strategy, employee training and project management.

Visit Proven Principles: https://www.theprovenprinciples.com

Follow Adam:

Twitter: twitter.com/adamknight

Instagram: instagram.com/adamknight

Facebook: facebook.com/TheProvenPrinciples

Cleanliness is arguably the most important aspect of running a successful hotel or restaurant - Beautiful properties can be hugely diminished if they’re dirty and the reverse is true… older, unrenovated properties can be enhanced if they are kept sparkling clean - Cleanliness accounts for an overwhelmingly large portion of customer perception of your business and you’ve got to have an eye for detail to do it well - If detail isn’t a strength for you then you’ve got to be especially present during the task and take your time when inspecting - Well maintained properties can forgive shortcomings in service delivery or exacerbate small service missteps.

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Proven Principles is a hospitality operations consulting and coaching company built on the best practices of the luxury hotel industry.

We help customer-service focused businesses and vacation rental property owners drive better performance, productivity and profitability with best-in-class operations strategy, employee training and project management.

Visit Proven Principles: https://www.theprovenprinciples.com

Follow Adam:

Twitter: twitter.com/adamknight

Instagram: instagram.com/adamknight

Facebook: facebook.com/TheProvenPrinciples

In this episode we discuss how and why it’s important to have everyone contributing to the same goal and how to develop better communication throughout your operation. 

Highlights from the episode: 

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Proven Principles is a hospitality operations consulting and coaching company built on the best practices of the luxury hotel industry.

We help customer-service focused businesses and vacation rental property owners drive better performance, productivity and profitability with best-in-class operations strategy, employee training and project management.

Visit Proven Principles: https://www.theprovenprinciples.com

Follow Adam:

Twitter: twitter.com/adamknight

Instagram: instagram.com/adamknight

Facebook: facebook.com/TheProvenPrinciples

In this episode shares 10 simple practices that you can use right away to improve service in your operation. 

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Proven Principles is a hospitality operations consulting and coaching company built on the best practices of the luxury hotel industry.

We help customer-service focused businesses and vacation rental property owners drive better performance, productivity and profitability with best-in-class operations strategy, employee training and project management.

Visit Proven Principles: https://www.theprovenprinciples.com

Follow Adam:

Twitter: twitter.com/adamknight

Instagram: instagram.com/adamknight

Facebook: facebook.com/TheProvenPrinciples

Customers will make requests that are difficult to accommodate but there is a right way and a wrong way to say no. In this episode we discuss how to respond to those requests and why never saying no without offering an alternative will set you and your team up for success. Highlights from the show: - Removing “well intentioned” internal roadblocks - Overcoming the “it’s not my job” excuse - Why communication and broader training of your staff gives them the tools they need to respond effectively - Giving team members the confidence to make decisions without always seeking manager approval - Steps you can take to implement this concept right away.

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Proven Principles is a hospitality operations consulting and coaching company built on the best practices of the luxury hotel industry.

We help customer-service focused businesses and vacation rental property owners drive better performance, productivity and profitability with best-in-class operations strategy, employee training and project management.

Visit Proven Principles: https://www.theprovenprinciples.com

Follow Adam:

Twitter: twitter.com/adamknight

Instagram: instagram.com/adamknight

Facebook: facebook.com/TheProvenPrinciples

Every employee should get a short briefing before starting their shift. These first five minutes are crucial for setting your team up for success. In this episode we discuss what to cover in a pre-shift meeting, how to do it effectively and why you should put a lot of care and attention on this part of the day.

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Proven Principles is a hospitality operations consulting and coaching company built on the best practices of the luxury hotel industry.

We help customer-service focused businesses and vacation rental property owners drive better performance, productivity and profitability with best-in-class operations strategy, employee training and project management.

Visit Proven Principles: https://www.theprovenprinciples.com

Follow Adam:

Twitter: twitter.com/adamknight

Instagram: instagram.com/adamknight

Facebook: facebook.com/TheProvenPrinciples