Ep. 10: Creative Problem Handling

Description Join Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) and Amr Awad, General Manager at Crowne Plaza® Moncton Downtown in New Brunswick, Canada as well as Ken Knight, General Manager at Crowne Plaza® Knoxville Downtown University in Tennessee. They discuss exceptional service delivery and how to preserve the essence of human-centered service while still continuing to innovate.Meet Your Host & Guest  Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues. Want to connect with Sharon? LinkedIn Guest: Amr Awad has 35+ years of experience in hospitality, mostly within IHG.  Want to connect with Amr? LinkedIn Guest: Ken Knight has 32+ years of experience in hospitality and has primarily worked in at the Crowne Plaza® in Knoxville.  Want to connect with Ken? LinkedIn

Description Join Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) and Sandra Dias, Director General at Crowne Plaza® Madrid as well as Yvonne Hyde, Regional Operations Manager, Crowne Plaza®  East Midlands Airport, as they discuss cultivating a culture that delivers premium experience at their hotels.Meet Your Host & Guest  Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues. Want to connect with Sharon? LinkedIn Guest: Sandra Dias has 33+ years of experience in hospitality and has been based in Spain for the last 20 years.  Want to connect with Sandra? LinkedIn Guest: Yvonne Hyde has nearly 40 years of experience in hospitality and has primarily worked in hotels throughout England.  Want to connect with Yvonne? LinkedIn

DescriptionJoin Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) and Maurice Janssen, GM of the Crowne Plaza® Budapest as they discuss Creative Problem Handling and what that looks like in their hotels.Resources: IHG Problem Handling Course ID# IHG056045Meet Your Host & Guest Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues.Want to connect with Sharon? LinkedInGuest: Maurice Janssen has nearly 20 years of experience in hospitality and has worked in hotels from San Francisco to Rome to Amsterdam. Want to connect with Maurice? LinkedIn 

DescriptionJoin Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) as she discusses best practices related to recruiting, hiring, and retaining talent with Nic DiLillo, Vice President of Hospitality Relations Playhouse Square & Crowne Plaza Cleveland, OH, Christo Botha, GM Crowne Plaza® Belfast, and Kevin Hill, GM Crowne Plaza® Atlanta NE - Norcross.Resources: People Tools  Meet the Host & Guests: Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues.Want to connect with Sharon? LinkedInGuest: Nic DiLillo has many years experience in hospitality and believes in the importance of hiring the right people and then investing in them. Nic has twice been named Ohio’s General Manager of the Year.Want to connect with Nic? LinkedInGuest: Christo Botha has served in hotels on multiple continents and thus has wide range of experiences and knowledge to share. Christo is now a part of Andras Hotels, Northern Ireland’s largest hotel group.Want to connect with Christo? LinkedIn 

DescriptionJoin Kristin Klebanov, Vice President of Loyalty Strategy & Performance at IHG, Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas), and Raffi Torikian, General Manager at Crowne Plaza® Dubai Marina as they discuss Loyalty, Enrollments and what that means for employees and guests. Resources:Link for the IHG One Rewards App Loyalty Training & Training Resources Loyalty Quick Links & Contact Information Meet Your Host & Guests:  Host: Kristin Klebanov has been with IHG Hotels & Resorts for almost 10 years and offers a specific expertise in Loyalty Planning, Member Insights & Experience, Program Strategy and Performance Strategy. Want to connect with Kristin? LinkedIn  Guest: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza community of colleagues.Want to connect with Sharon? LinkedIn  Guest: Raffi Torikian has worked with brands within IHG Hotels and Resorts for almost 9 years and has a total of 22 years of experience in the hospitality industry. Raffi is skilled in developing and training teams, effectively controlling cost, and achieving revenue while ensuring high guest satisfaction ratings in competitive environments.Want to connect with Raffi? LinkedIn   Special Mention: Tyler Forsyth, Guest Relations Manager at the Crowne Plaza® Ravinia (Americas) is mentioned during this episode. Want to connect with Tyler? LinkedIn  

DescriptionJoin Kristin Klebanov, Vice President of Loyalty Strategy & Performance at IHG, Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas), and Raffi Torikian, General Manager at Crowne Plaza® Dubai Marina as they discuss Loyalty, Enrollments and what that means for employees and guests. Resources:Link for the IHG One Rewards App Loyalty Training & Training Resources Loyalty Quick Links & Contact Information Meet Your Host & Guests:  Host: Kristin Klebanov has been with IHG Hotels & Resorts for almost 10 years and offers a specific expertise in Loyalty Planning, Member Insights & Experience, Program Strategy and Performance Strategy. Want to connect with Kristin? LinkedIn  Guest: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza community of colleagues.Want to connect with Sharon? LinkedIn  Guest: Raffi Torikian has worked with brands within IHG Hotels and Resorts for almost 9 years and has a total of 22 years of experience in the hospitality industry. Raffi is skilled in developing and training teams, effectively controlling cost, and achieving revenue while ensuring high guest satisfaction ratings in competitive environments.Want to connect with Raffi? LinkedIn   Special Mention: Tyler Forsyth, Guest Relations Manager at the Crowne Plaza® Ravinia (Americas) is mentioned during this episode. Want to connect with Tyler? LinkedIn

DescriptionJoin Kristin Klebanov, Vice President of Loyalty Strategy & Performance at IHG, Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas), and Raffi Torikian, General Manager at Crowne Plaza® Dubai Marina as they discuss Loyalty, Enrollments and what that means for employees and guests. Resources:Link for the IHG One Rewards App Loyalty Training & Training Resources Loyalty Quick Links & Contact Information Meet Your Host & Guests:  Host: Kristin Klebanov has been with IHG Hotels & Resorts for almost 10 years and offers a specific expertise in Loyalty Planning, Member Insights & Experience, Program Strategy and Performance Strategy. Want to connect with Kristin? LinkedIn  Guest: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza community of colleagues.Want to connect with Sharon? LinkedIn  Guest: Raffi Torikian has worked with brands within IHG Hotels and Resorts for almost 9 years and has a total of 22 years of experience in the hospitality industry. Raffi is skilled in developing and training teams, effectively controlling cost, and achieving revenue while ensuring high guest satisfaction ratings in competitive environments.Want to connect with Raffi? LinkedIn   Special Mention: Tyler Forsyth, Guest Relations Manager at the Crowne Plaza® Ravinia (ATL) is mentioned during this episode. Want to connect with Tyler? LinkedIn

DescriptionJoin Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) as she discusses brand differentiators and what that means for our employees and guests. She speaks with Akemi Shapiro, Director of Sales and Marketing at Crowne Plaza® Ventura Beach Hotel; Russell Sheppard, GM at ANA Crowne Plaza® Narita; Stephen Wills, GM at Crowne Plaza® Hawkesbury Valley; and Nick Stangle, F&B GM at Crowne Plaza® Ventura Beach. In this episode, they’ll specifically be covering how they’re approaching their Crowne Plaza® Social programs. Resources: Crowne Plaza® Brand Differentiators – Crowne Plaza® SocialMeet Your Host & Guests Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues with as much knowledge as she can.Want to connect with Sharon? LinkedIn Guest: Akemi Shapiro has served in multiple positions at the Crowne Plaza® Ventura Beach Hotel since 2008, and her work in Hospitality stretches back to the 1990s. Want to connect with Akemi? LinkedIn Guest: Russell Sheppard has held numerous positions within IHG for more than 18 years in locations including Okinawa, Tokyo, Australia, Vietnam, San Francisco, and New Zealand. Want to connect with Russell? LinkedIn Guest: Stephen Wills has more than 13 years working within the Hospitality industry, including his last five within IHG around Australia. Want to connect with Stephen? LinkedIn Guest: Nick Stangle has been working in F&B and Hospitality for more than 10 years, and he piloted the Crowne Plaza® Social and Meetings and Events Concierge program in his hotel. Want to connect with Nick? LinkedIn

DescriptionJoin Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) as she discusses brand differentiators and what that means for our employees and guests. She speaks with Akemi Shapiro, Director of Sales and Marketing at Crowne Plaza Ventura® Beach Hotel; Russell Sheppard, GM at ANA Crowne Plaza® Narita; Stephen Wills, GM at Crowne Plaza® Hawkesbury Valley; and Nick Stangle, F&B GM at Crowne Plaza® Ventura Beach. In this episode, they’ll specifically be covering how they’re approaching meetings and events. Resources: Crowne Plaza Brand Differentiators – M&E Concierge Meet Your Host & Guests Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues with as much knowledge as she can.Want to connect with Sharon? LinkedInGuest: Akemi Shapiro has served in multiple positions at the Crowne Plaza® Ventura Beach Hotel since 2008, and her work in Hospitality stretches back to the 1990s. Want to connect with Akemi? LinkedInGuest: Russell Sheppard has held numerous positions within IHG for more than 18 years in locations including Okinawa, Tokyo, Australia, Vietnam, San Francisco, and New Zealand. Want to connect with Russell? LinkedInGuest: Stephen Wills has more than 13 years working within the Hospitality industry, including his last five within IHG around Australia. Want to connect with Stephen? LinkedInGuest: Nick Stangle has been working in F&B and Hospitality for more than 10 years, and he piloted the Crowne Plaza® Social and Meetings and Events Concierge program in his hotel. Want to connect with Nick? LinkedIn

DescriptionJoin Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) as she discusses brand differentiators and what that means for our employees and guests. She speaks with Akemi Shapiro, Director of Sales and Marketing at Crowne Plaza® Ventura Beach Hotel; Russell Sheppard, GM at ANA Crowne Plaza® Narita; Stephen Wills, GM at Crowne Plaza® Hawkesbury Valley; and Nick Stangle, F&B GM at Crowne Plaza® Ventura Beach. In this episode, they’ll specifically be covering Daily Rituals, part of the Blended Travel differentiator. Resources: Crowne Plaza Brand Differentiators – Daily RitualsMeet Your Host & Guests Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues with as much knowledge as she can.Want to connect with Sharon? LinkedIn Guest: Akemi Shapiro has served in multiple positions at the Crowne Plaza® Ventura Beach Hotel since 2008, and her work in Hospitality stretches back to the 1990s. Want to connect with Akemi? LinkedIn Guest: Russell Sheppard has held numerous positions within IHG for more than 18 years in locations including Okinawa, Tokyo, Australia, Vietnam, San Francisco, and New Zealand. Want to connect with Russell? LinkedIn Guest: Stephen Wills has more than 13 years working within the Hospitality industry, including his last five within IHG around Australia. Want to connect with Stephen? LinkedIn Guest: Nick Stangle has been working in F&B and Hospitality for more than 10 years, and he piloted the Crowne Plaza® Social and Meetings and Events Concierge program in his hotel. Want to connect with Nick? LinkedIn