How well are you coaching your hotel teams?

In this episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, and JC Thompson, Founder and CEO of Pursuance, step into the world of performance coaching — exploring what it means to be a good coach for your hotel staff, especially for reservations departments. Thompson describes the pitfalls of traditional performance coaching methods on staff morale juxtaposed with performance coaching that centers hotel data application and group positivity. Listen in for a fresh perspective on how you can improve your team’s overall productivity, meet industry standards and criteria, and use your guest data to boost team confidence.

In this episode of Hotel Moment, Karen Stephens interviews JC Thompson, the Founder and CEO of Pursuance.

Together, they discuss:

The importance of personal relationships in the luxury hospitality industry and why AI can’t replace the real human connections that guests are looking for.
How and why Pursuance focuses on deep-diving with a specific smaller sub-set of customers rather than spreading themselves more widely
Why sharing personal stories and experiences is a more effective method of coaching than offering advice

JC is an expert in scaling businesses, having led operations strategy for three separate organizations which doubled revenue in a single year. He currently serves as the Founder and CEO of Pursuance, where he and his team uncover the potential of individuals and organizations. They design and implement guest journeys, lead revenue optimization initiatives, and coach leaders of the world’s best operators in the luxury services & goods industries.

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Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

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