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The Hotelier Helpcast

The Hotelier Helpcast

By: Gerry MacPherson
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 Welcome, dear listeners, to The Hotelier Helpcast Blog Posts – the sanctuary for independent hoteliers worldwide, seeking the keys to transform their properties into dream destinations for every guest. Each week, we plunge headfirst into the burning queries, the perplexing challenges, and the heartfelt struggles of managing an independent hotel. Why? Because we intimately understand the balancing act of reservations, appeasing the perpetually dissatisfied guest, and chasing that ever-elusive perfect review. And here’s the good news – you're not in this alone! We respect your time, so every episode is a no-nonsense guide, delivering straight answers sans the fluff. From the enchanting escapes of Venice to the rustic allure of a Nova Scotia hotel, journey with us through every corner of the hotel universe. We'll illuminate the shadows and tuck those pesky challenges to bed! Alongside expert guests, quirky anecdotes, and solutions that’ll have you exclaiming, 'Why didn't I think of that?!', 'The Hotelier Helpcast Blog Posts’ invites you to a weekly rendezvous with the vibrant community of independent hoteliers. It's enthralling, it's enjoyable, and most importantly, it’s tailored just for YOU. So, settle into a cozy chair, or perhaps, take a leap onto one of those extravagant hotel beds (we promise not to judge), and prepare to be inspired, amused, and enlightened. Welcome to 'The Hotelier Helpcast Blog Posts’! Now, let's set the stage for this suite party! Always remember – every question answered is a key to unlocking your hotel's potential, casting you as the hero in all your guests’ travel stories!Copyright@Keystone Hospitality Property Development | All Rights Reserved Career Success Economics Leadership Management & Leadership
Episodes
  • 7 Small Hotel Touches That Leave Big Impressions in Your Hotel-103

    7 Small Hotel Touches That Leave Big Impressions in Your Hotel-103
    Dec 11 2025

    Sign up to the Free “FROM CHAOS TO CONTROL: The 3 Fixes Every Hotel Owner Needs” webinar.

    https://app.meetvio.com/webinar/registration/68c02baf2457d0900f831e6d


    Grab your copy of the free “Your Independent Hotel Blueprint”.
    https://hotelierhelpcast.com/hotelier-helpcast-pdf-download

    Small Touches, Big Guest Love – 7 Ideas You Can Implement Today


    This week’s episode is a game-changer for independent hotel owners. Discover 7 guest experience ideas that cost next to nothing—but create priceless moments. From check-in photo prints to sleepy-time tea corners, these are the little things that keep guests coming back and leaving five-star reviews.

    📌 Episode Timeline:
    00:00 – Welcome + why this episode matters
    02:00 – Story of a guest who left a review just about socks
    04:30 – How to personalise a guest note with minimal effort
    07:15 – Creating emotional goodbye moments
    10:00 – Usable Tip of the Week
    11:30 – Wrap-up + where to learn more


    #7SmallHotelTouches #HotelierTips #GuestExperienceMatters #SmallHotelBigImpression #BoutiqueHotelIdeas #HospitalityTips #HotelMarketingHacks #HotelWelcomeIdeas #WowYourGuests #IndependentHotelSuccess #HotelierHelpcast


    ⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:
    https://hotelierhelpcast.com/2025/12/7-small-hotel-touches-that-leave-big-impressions-in-your-hotel-103

    Grab your copy of the free “Your Independent Hotel Blueprint”.
    https://hotelierhelpcast.com/hotelier-helpcast-pdf-download

    🎓 Find hotel templates & checklists inside “The Hotel Owner’s Roadmap: 90 Days to More Bookings, More Time, & Less Stress” course→ https://courses.keystonehospitalitydevelopment.com/course/the-hotel-owners-roadmap-90-days-to-more-bookings-more-time-and-less-stress/

    Gerry MacPherson LinkedIn Profile — https://www.linkedin.com/in/gerrymacpherson/


    Join one of our groups
    LinkedIn — https://www.linkedin.com/groups/8811511/
    Facebook — https://www.facebook.com/groups/thehotelierhelpcast


    Say hi on social
    LinkedIn — https://www.linkedin.com/company/hotelier-helpcast/

    Facebook — https://www.facebook.com/hotelhelpcast/

    Instagram — https://www.instagram.com/hotelierhelpcast/

    BlueSky — @hotelhelpcast.bsky.social


    Listen to The Hotelier Helpcast PODCAST here
    https://hotelierhelpcast.com/Podcast


    YouTube Channel
    https://www.youtube.com/@HotelierHelpcast


    A Division of Keystone Hospitality Property Development

    Show More Show Less
    6 mins
  • How to Handle Angry Hotel Guests Without Losing Your Cool-102

    How to Handle Angry Hotel Guests Without Losing Your Cool-102
    Dec 11 2025

    Sign up to the Free “FROM CHAOS TO CONTROL: The 3 Fixes Every Hotel Owner Needs” webinar.

    https://app.meetvio.com/webinar/registration/68c02baf2457d0900f831e6d


    Grab your copy of the free “Your Independent Hotel Blueprint”.
    https://hotelierhelpcast.com/hotelier-helpcast-pdf-download

    Difficult Guests? Here’s How to Handle Them Like a Pro

    Guests can be tricky—some even impossible. But staying calm and professional is key. In this episode, we’ll show you how to handle angry guests, de-escalate quickly, and even flip the situation to your advantage.

    🛎️ Highlights:

    • Why guests act out
    • What to say when they’re shouting

    Follow-up tricks that win loyalty

    📌 TIMELINE:
    00:00 – Intro & Why Difficult Guests Happen
    01:45 – The Power of the Pause
    03:10 – Listening Like a Therapist
    05:00 – Solving Fast
    07:00 – Setting Boundaries with Grace
    09:15 – The Golden Guest Recovery Tip

    #HandleAngryHotelGuests#HotelManagement #HospitalityTips #GuestExperience #HotelierLife #CustomerServiceMatters #DifficultGuests #HotelOwners #HotelTraining #IndependentHotels #HospitalityStrategies


    ⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:
    https://hotelierhelpcast.com/2025/12/how-to-handle-angry-hotel-guests-without-losing-your-cool-102

    Grab your copy of the free “Your Independent Hotel Blueprint”.
    https://hotelierhelpcast.com/hotelier-helpcast-pdf-download

    🎓 Find hotel templates & checklists inside “The Hotel Owner’s Roadmap: 90 Days to More Bookings, More Time, & Less Stress” course→ https://courses.keystonehospitalitydevelopment.com/course/the-hotel-owners-roadmap-90-days-to-more-bookings-more-time-and-less-stress/

    Gerry MacPherson LinkedIn Profile — https://www.linkedin.com/in/gerrymacpherson/


    Join one of our groups
    LinkedIn — https://www.linkedin.com/groups/8811511/
    Facebook — https://www.facebook.com/groups/thehotelierhelpcast


    Say hi on social
    LinkedIn — https://www.linkedin.com/company/hotelier-helpcast/

    Facebook — https://www.facebook.com/hotelhelpcast/

    Instagram — https://www.instagram.com/hotelierhelpcast/

    BlueSky — @hotelhelpcast.bsky.social


    Listen to The Hotelier Helpcast PODCAST here
    https://hotelierhelpcast.com/Podcast


    YouTube Channel
    https://www.youtube.com/@HotelierHelpcast


    A Division of Keystone Hospitality Property Development

    Show More Show Less
    7 mins
  • How to Personalise Hotel Stays Without Being Creepy-101

    How to Personalise Hotel Stays Without Being Creepy-101
    Dec 4 2025

    Sign up to the Free “FROM CHAOS TO CONTROL: The 3 Fixes Every Hotel Owner Needs” webinar.

    https://app.meetvio.com/webinar/registration/68c02baf2457d0900f831e6d


    Grab your copy of the free “Your Independent Hotel Blueprint”.
    https://hotelierhelpcast.com/hotelier-helpcast-pdf-download

    Personalising the Guest Experience Without Being Creepy


    Is your hotel personalising guest stays—or creeping them out?

    In this episode of the Hotelier Helpcast, we explore what good guest personalisation looks like in 2025. You’ll learn where to draw the line, how to use CRM tools without overdoing it, and why listening trumps guessing every time.

    ⏱️ Timeline:
    0:00 – Welcome + Housekeeping
    1:20 – Why guests crave personalisation (but hate snooping)
    3:05 – Real-life examples that work
    6:00 – Avoiding automation overload
    8:15 – Tip of the Week
    10:00 – Final thoughts + Resources


    #Personalise Hotel Stays #HotelierTips #GuestExperience #PersonalisedHospitality #HotelMarketing #HospitalitySuccess #SmartHotelTech #IndependentHotel #HotelServiceExcellence #HotelCRM #PrivacyInHospitality


    ⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:
    https://hotelierhelpcast.com/2025/12/how-to-personalise-hotel-stays-without-being-creepy-101

    Grab your copy of the free “Your Independent Hotel Blueprint”.
    https://hotelierhelpcast.com/hotelier-helpcast-pdf-download

    🎓 Find hotel templates & checklists inside “The Hotel Owner’s Roadmap: 90 Days to More Bookings, More Time, & Less Stress” course→ https://courses.keystonehospitalitydevelopment.com/course/the-hotel-owners-roadmap-90-days-to-more-bookings-more-time-and-less-stress/

    Gerry MacPherson LinkedIn Profile — https://www.linkedin.com/in/gerrymacpherson/


    Join one of our groups
    LinkedIn — https://www.linkedin.com/groups/8811511/
    Facebook — https://www.facebook.com/groups/thehotelierhelpcast


    Say hi on social
    LinkedIn — https://www.linkedin.com/company/hotelier-helpcast/

    Facebook — https://www.facebook.com/hotelhelpcast/

    Instagram — https://www.instagram.com/hotelierhelpcast/

    BlueSky — @hotelhelpcast.bsky.social


    Listen to The Hotelier Helpcast PODCAST here
    https://hotelierhelpcast.com/Podcast


    YouTube Channel
    https://www.youtube.com/@HotelierHelpcast


    A Division of Keystone Hospitality Property Development

    Show More Show Less
    7 mins
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