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079 | Taking Your Customer Service Experience to the Next Level with Shep Hyken

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Shep is a customer service expert, a keynote speaker and New York Times bestselling business author. He is the founder and Chief Amazement Officer at Shepard Presentations, where he helps companies build loyal relationships with their customers and employees. His clients range from companies with fewer than fifty employees to corporate giants, such as AT&T, American Express, General Motors, IBM, Kraft, Marriott, Toyota, Verizon, and many more.
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078 | Networking, Service and Passion with Ryan Brown

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Ryan recently embarked on a career in the hospitality industry after more than 7 years of service in the United States Air Force. He has an optimistic personality mixed with an awesome work ethic, and he’s making some noise in his new position. Ryan currently serves as a front desk agent for a full service franchise property in Florida and is a shining example of how hard work and a “can do” attitude can fast track you to realize great success in the hospitality industry.
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Rocco Bova

054 | Creating Rewarding Relationships with Guests, Staff and Industry Professionals with Rocco Bova

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Rocco Bova is a passionate hotelier and an energetic entrepreneur with a remarkable career of nearly 20 years. He studied hotel management at Westminster College in London and Cornell University in Singapore, and he has worked in some of the finest, world class properties in amazing destinations spanning three continents. He’s led pre-opening, rebranding, and repositioning projects, and he’s recognized as a turnaround expert. Keep Reading »

Rupesh Patel

044 | Convert Your Guests Into Raving Fans with Rupesh Patel

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Rupesh is the CEO of 3Hospitality and SmartGuests.com, and he operates award winning hotels in the Daytona Beach area. Known for his out of the box, innovative thinking, Rupesh has incorporated his marketing and design background into the hospitality industry to deliver simple ideas that bring smiles to guest’s faces and drive revenues for his hotels.

Rupesh regularly shares his passion for entrepreneurship, customer service and marketing on numerous industry websites, social media and blogs. Keep Reading »

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041 | Direct Sales, Customer Satisfaction and Employee Retention with Michael Pleninger

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Mike is co-Founder and President of Newport Hospitality Group (NHG) – a nationally recognized hotel management company with operations across the eastern United States. Since Mike and long time family friend Bill Carey founded NHG in 1990, they have grown their portfolio to 34 properties under management in 5 states.

Last year, Hotel Business ranked NHG #66 in their Top 100 Management Companies of 2014 report. Keep Reading »

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039 | How to Create a Memorable Guest Experience with Tom Conran

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Tom Conran serves as a Principal of Greenwood Hospitality Group – a Colorado-based company focused on the acquisition, repositioning, and management of upscale, full-service and select-service hotels. Formed in 2009, Greenwood Hospitality Group has grown their portfolio to 15 properties under management in 10 states.

Last year, Hotel Business ranked Greenwood Hospitality Group #60 in their Top 100 Management Companies of 2014 report. Keep Reading »

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036 | Effective Networking through Touchpoints and Follow Up with Binita Patel

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Binita is currently a Vice President with HMB Hotels based in Allentown, PA, focusing on the finance and asset management aspects of the business. Prior to returning to HMB Hotels, she served as a Manager at Ramsfield Hospitality Finance, and Associate Investment Manager at Beacon Hospitality Partners, both located in New York, NY. Keep Reading »

LL030-Greg_Plank

030 | Find a Mentor and Listen! with Greg Plank

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Greg Plank’s diverse hospitality career spans more than 50 years, beginning as a receiving clerk at the Barclay Hotel in Philadelphia. He graduated from Cornell University with a Bachelor of Science degree in Hotel Administration. He worked in advertising for hotel clients in New York in account management and some creative work. Greg moved to Boston to work with: Sheraton Corporation as Manager of Food and Beverage Marketing and Director of Marketing for Sheraton’s Franchise Division. Keep Reading »

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029 | Student of the Industry: A Foot Soldier’s Journey with Chip Elbers

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Chip is a hospitality veteran and he’s been serving the industry for more than 30 years. He’s done it all. From Dish Washer, to Front Desk Agent, Assistant General Manager, General Manager, Sales Manager, Chief Operating Officer, Chief Development Officer, and Vice President. Keep Reading »