INNtrospection

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Be My Guest

Ep. 1

What is hospitality? Making someone feel welcome in surroundings that are not their own, making them feel as comfortable as if they are at home, and—most of all—to be sincere and genuine in welcoming them. 


Today,  I share with you about my 25+ year career in the hospitality industry, some hard lessons learned along the way, and how just when I thought I was retired—I got pulled back in!


After several decades in the inn-keeping business, INNtrospection is my gift back to the hospitality industry. I've taken on the task to assist independent innkeepers to thrive in these competitive times by looking at hospitality from the inside.


Tune in and listen to the first episode of INNtrospection to learn a little more about the inn-keeping industry, what inspired this show, and some of my personal philosophies. I’ll also share information for hosts about how to provide exceptional service—without sacrificing your own freedom, joy, or lots of hard-earned money. 


In This Episode, You Will Learn:

  • The story of how I became an inn-keeper (02:08)
  • How my personal experience inspired the mission of INNtrospection (5:18)
  • Why I think inns do hospitality the best (10:32)
  • I’d like INNtrospection to help you create your personal procedure manual for your own hospitality venture (13:25)


Let’s Connect!

More Episodes

5/10/2022

How To Improve Guests' Experiences and Maximize Sales with Doug Kennedy

Ep. 12
Today, Doug Kennedy, Founder and President of the Kennedy Training Network (KTN) joins us to share some nuggets from his 30+ years of experience in the hospitality industry. Doug delivered training workshops globally, in places like Sao Paulo, Singapore, Sophia, Frankfurt, and Milan, to name a few, touching the lives of at least 40,000 hoteliers in the process.  At KTN, Doug delivers training in hotel sales, hospitality and guest service staff, front desk, and reservations sales. Our conversation revolves around the five principles of hospitality excellence, how to attract new clients and increase sales, situational sensitivity, and the importance of self-care. We discuss Doug's two definitions of hospitality, how innkeepers can avoid exhaustion and burnout, and how being smaller than hotel chains and understanding the human touch are advantages inns have in the industry. In addition, Doug kindly shared some sales tips to transform our business simply by re-learning to use our inn's phone. Tune in to Episode 12 of INNtrospection, and pay attention to our conversation because Doug offers a discount code for his course "Reservations QUEST". Enjoy! Some Questions I Ask:How do you define hospitality? (4:23)In one of the articles you wrote, you talk about the five fundamentals of hospitality excellence. Can you enlighten us as to what they are? And give us some examples? (15:33)How do you feel that innkeepers can keep from burning out and keep being innkeepers and finding it exciting and fun? (23:12)In This Episode, You'll Learn:Hospitality is about caring for and about your guests (6:52)We are here to serve our guests, not to be their friends (11:50)The importance of self-care and taking a moment for us (22:57)Celebrate phone calls. People call before booking online (31:21)The importance of understanding the human touch a phone call provides (34:33)Resources:Kennedy Training Network website Book: Doug Kennedy - So You REALLY Like Working With People?: Five Principles For Hospitality ExcellenceBook: Doug Kennedy - Still On The Road To Sales And Guest Service Excellence: Doug Kennedy's Hospitality Training Articles 1996 - 2012Connect with Doug:LinkedInLet's Connect!FacebookInstagramINNtrospection@gmail.com
3/22/2022

Inntrospection's March Madness

Ep. 10
People from all walks join the innkeeping industry for the most varied reasons. Some of them are fulfilling an old dream, others are just adventurous spirits, some found in innkeeping the perfect alternative for their 9 to 5, and there are those who love meeting new people and getting in touch with different cultures. Whatever the case might be, once they are part of the industry, some common topics arise in their lives. Such as what to do with their free time, how to build space for free time, the feeling of never disconnecting from the inn, or getting help to allocate time for advertising the inn. I decided to create my own version of NCAA's March Madness in today's episode. We'll cover a wide variety of topics, from the exciting and interesting conversations I had during the Association of Lodging Professionals Conference with over 100 innkeepers to the tough time I had during my first years in the business. We also go through how I created space for myself, how I disconnect from my business and the proper way to hire talent to help us. As  March is  Women's History month, I also take a few minutes to remember the intelligent, courageous, and inspiring women in my family who taught me so much about life, entrepreneurship, and being a strong woman. In This Episode, You Will Learn:About my beginnings as an innkeeper and my endless 24/7 rounds working days (5:26)What should we look for when we hire talent to assist us (9:43)How I created time for myself (13:29)About the strong, independent, courageous, and inspiring women in my family (18:34)We are broken vessels. How we fix our wounds and assimilate our defeats make us stronger (25:26)Let's Connect!FacebookInstagramINNtrospection@gmail.com