• My related background
• Behind the Mystery of Rates
• Before Revenue Management
• Basic Philosophy Behind Revenue Management
• Key Concepts
  • Distribution Channels
  • Dynamic Pricing
  • Ingredients for Establishing Rates
• Terminology to Learn
• Questions to Ask Your Employer
• Move toward Revenue Optimization

• My related background
• Importance of Sales Role with Group Business
• Who is your group customer?
• Who are the attendees?
• Role of each department in servicing the group
• Importance of Revenue Generation from Meetings & Events
• Volume Transient Business unique situation

• How to develop a curious mind … being technology curious

• 6 different areas to explore and what to look for

1. Explore Property Management Systems (PMS)
2. Utilize Customer Relationship Management (CRM) Software
3. Engage with Revenue Management Tools
4. Digital Communication Tools
5. Social Media and Online Reputation Management
6. Mobile and Contactless Services

•Understanding your career ambition

•Four (4) Workplace Scenarios

1. Colleagues

2. Managers

3. Age and generational differences

4. Unions

•Each will include solutions

• My background on the topic
• Guests
  • International guests (USA context)
  • International guests (Asian context)
• Colleagues
  • Language spoken by majority of the staff is different from yours
• Solutions to make it easier
  • Using Translation Apps
  • Learning conversational language

•Introduction
•Importance of Complaints
•Why Guests Complain
•Importance of a Service Recovery Process
•Most Difficult Guests
•Learning Solutions

I recommend you start by listening to this episode as it will better prepare you for how to maximize the podcast benefit to you.

•Flux Mindset Superpowers

•Focus on three of the Superpowers

• My interpretation of each
• How it applies to you in your hospitality industry internship
• Why it’s important to you
• Finish with Discussion Guide for you to consider for each