In this episode, Scott Curran, Chief Operating Officer at Reneson Hotels, shares his insights on driving revenue and profits by empowering staff and delighting guests in a branded hotel environment.

Listeners will learn:

• How Reneson Hotels focuses on providing exceptional customer service to keep guests coming back (00:09)
• The importance of having great operations and good people to improve financial performance (09:14)
• Why Reneson Hotels invests more in customer service by staffing higher at the front desk (11:10)
• How GuestEQ, a technology solution co-founded by Scott, helps improve hotel operations and guest communication (13:05)
• The value of getting the right information to the right people in the right format for effective hotel management (16:19)
• Scott's approach to staying connected and empathetic with front-line staff as a leader in the hospitality industry (23:12)

Mentions:

• GuestEQ (01:36)
• My Crew Rooms (01:36)
• IHG (02:19)
• Best Western (02:19)
• Hilton (02:19)
• Hampton (03:06)
• Holiday Inn (03:06)
• Hilton Garden Inn (06:32)

If you liked this, you may also like:

• What I’ve learned about supporting my teams - Scott Curran
• How I stay in touch with my teams on property - Scott Curran, Reneson Hotels
• Digitize your operations for accountability - Scott Curran, Reneson Hotels

This episode is brought to you with support from Shiji Group, the global hospitality technology leader that helps hotels streamline operations and transform guest experiences. Recognized by their clients for their best-in-class solutions and exceptional service and support, Shiji Group is trusted by leading brands worldwide to activate technology faster, increase operational efficiency, and drive better business results.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands