Top Floor: Recent Episodes
Susan Barry
Top Floor is a weekly podcast with tangible tips and excellent stories from the experts and characters who elevate hospitality. Host and elevator operator Susan Barry explores the idea that everything is marketing in the hotel business.
Our interviews with creators, thought leaders and hospitality groundbreakers are designed to provide practical tactics that hoteliers, restaurateurs and travel mavens can use to promote their businesses. Along the way, we answer burning marketing questions submitted on the Emergency Call Button and share the funniest, craziest, just-plain-weirdest stories down at the Loading Dock.
Need to press the Emergency Call Button? Or have a story to share at the Loading Dock? Reach us at 850.404.9630 to be featured in a future episode.
Sam-Erik Ruttmann has spent decades in hospitality, working his way from a 24-hour shift hotel receptionist in a small Finnish town to regional leadership roles with Hyatt, Dusit International, and Langham Hospitality Group. These days, he channels that global perspective into hotel design, working with a Helsinki-based architecture studio built around a nature-first philosophy, and hosts "The Social Hotelier," a podcast that has reached listeners in over 100 countries. Susan and Sam talk about crossing continents, conscious design, and what's next for global hospitality.
What You'll Learn:
- How a 24-hour shift in small-town Finland became the ultimate crash course - What thirteen years in Thailand taught about guest loyalty and staff pride - How an elephant welfare crisis turned into an award-winning foundation - Why one blog post relaunched a stalled career back home in Finland - What "nature-first" design actually means when you refuse to clear the trees - Why most sustainability claims don't hold up to a closer look - How more women in leadership became hospitality's biggest bright spot - Why lighting is the detail most hotel rooms get wrong - What Sam predicts for the next big hotspot in global travel - How climate shifts are quietly redrawing the vacation map
Key takeaway: The best hospitality isn't about bigger resorts or flashier design, it's about building a genuine connection to place.
Sam-Erik Ruttmann on LinkedIn https://www.linkedin.com/in/sam-erik/
The Social Hotelier https://www.youtube.com/@thesocialhotelier
Studio Puisto Architects http://www.studiopuisto.fi
Join the Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
Nina Kleaveland spent years in marketing, loyalty, and strategy roles at major hospitality and travel companies like Starwood, American Express, and Wyndham before striking out on her own. She's now the founder of Lanyard, a company solving one of the industry's quietest headaches: where seasonal and essential workers actually sleep. She's also the founder of Female Founders in Hospitality, building community for women doing exactly what she's done. Susan and Nina talk about pivots, partnerships, and picking the right problem to solve.
What You'll Learn: - What turned a hostel concept for budget travelers into a lifeline for HR departments - How biology and French degrees led to a corporate housing empire - Why "do one thing well for one paying customer" became Nina's mantra - What three co-founders with three different skill sets taught Nina about who to bring into a business - How AI runs the back office at Lanyard without touching the human relationships that matter - Where corporate housing is headed next, from unfurnished houses to almost a boat
Key takeaway: The hardest part of entrepreneurship is having the discipline to fix the right thing instead of chasing every shiny new idea.
Nina Kleaveland on LinkedIn https://www.linkedin.com/in/nina-kleaveland-19514214/
Lanyard https://lanyardstays.com/
Female Founders in Hospitality https://femalefoundersinhospitality.com/
Join the Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
Mike Medsker is the founder of Siv, a hospitality technology company focused on helping hotels respond to group sales inquiries faster without sacrificing the human touch. After building and selling his first company, Focal, Mike returned to entrepreneurship to solve one of the biggest revenue leaks in hotel sales: slow or missing responses to meeting planners. Susan and Mike talk about response speed, sales strategy, and smarter systems.
*** What You'll Learn • Why outbound prospecting still matters, even with a full pipeline • How to protect institutional knowledge when top performers leave • Why "build it and they will come" rarely works • What really happens after a planner submits an RFP • Why hotel leaders should secretly shop their own properties • Why planner hours aren't the same as seller hours • How Mike's own wedding venue search inspired Siv • How small outreach tweaks that can double or triple appointments • Why text messaging deserves a place in hotel sales • How technology makes today's cluster model different from yesterday's
The Takeaway:
Nearly a third of hotel group inquiries never receive a response, and fixing that may be the biggest revenue opportunity in hospitality.
Mike Medsker on LinkedIn https://www.linkedin.com/in/medskermike/
Siv https://www.sivconverts.com/
Join the Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
Josh Ellis is the co-founder of Abra, a hospitality technology platform that helps hotels create more personalized guest experiences by connecting fragmented guest data across operational systems. After an unconventional journey through philosophy, meditation, consulting, and hyper-growth tech, Josh teamed up with his wife and hotelier, Dana, to solve one of hospitality's biggest operational challenges. Susan and Josh talk about data, differentiation, and delight—and why the future of hospitality depends on getting all three right.
*** • How to turn fragmented guest data into unforgettable guest experiences • Why personalization is really a data problem • How to build hotel software integrations without insider connections • Why hotels need to create institutional memory that survives staff turnover • How to connect existing hotel systems instead of ripping and replacing them • When new technology solves problems—and when it creates them • How to motivating frontline teams through gamification, not mandates • What are the lessons from scaling one of the fastest-growing tech companies during COVID • How to overcome the hospitality industry's lingering technology trauma • Why hoteliers should view operational technology as a revenue driver instead of a cost center
The Takeaway:
Personalization becomes possible when every team member has the right guest information at exactly the right moment.
Josh Ellis on LinkedIn https://www.linkedin.com/in/josh-ellis1126/
Abra Hospitality https://abrahospitality.com/
Join the Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
Nick Falcone is an entrepreneur, developer, and hospitality innovator who has built businesses across restaurants, real estate, technology, and branded hospitality. As co-founder of Rentyl Resorts, he is helping redefine vacation lodging by creating purpose-built branded residential resorts that combine the space of a vacation home with the service and consistency of a luxury hotel. Susan and Nick talk about branding and building.
- How one unforgettable vacation rental disaster sparked an entirely new business * What branded residential resorts actually are—and why they're booming * Why travelers increasingly want togetherness without sacrificing hotel service * How hospitality brands create value beyond just distribution * What developers look for before investing in a new market * Why today's economics are accelerating the growth of residential resorts * How to diversify your business without chasing every shiny opportunity * Why operational clustering beats rapid geographic expansion * What AI will change, and why genuine human service will become even more valuable * Where hospitality development is still painfully inefficient
The Takeaway:
Creativity in hospitality comes from seeing gaps others accept as normal and turning them into unforgettable guest experiences.
Nick Falcone on LinkedIn https://www.linkedin.com/in/nicholas-falcone-7b4713107/
Rentyl Resorts https://rentylresorts.com/
Join the Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
Just like last week, this special episode of Top Floor comes to you from the Loading Dock at HITEC in San Antonio. A huge thank you to HFTP for hosting us at the hospitality industry's premier technology conference and for creating the opportunity to capture these unforgettable moments.
Aimee George, Aimee Inc. — The guest room mix-up that turned into every hotel manager's nightmare. Ryan Brough, Hapi — The celebrity rider that sent a hotelier sprinting to Macy's. Tracee Nalewak, URVenue — Why enforcing a Vegas day club dress code is nobody's favorite job. Sara Murray, Mermaid International — The hotel snake story everyone thought was an urban legend... until it wasn't. Dylan Mingard, HM Alpha — The eight-foot python that became an unforgettable houseguest. Tanya Pratt, Oracle Hospitality — The data migration that accidentally double-booked 50 hotels at 2 a.m. Martin Chevalley, Enspire — The flooded hotel that kept guests informed—and the surprise VIP spotted behind the scenes.
Next year's HITEC [link to https://www.hitec.org/about-hitec/future-locations] will be held in Orlando June 28 - July 1. Hope to see you there!!!
Connect with our storytellers:
Aimee George, Aimee Inc. https://www.linkedin.com/in/aimeegeorge/
Ryan Brough, Hapi https://www.linkedin.com/in/ryanmbrough/
Tracee Nalewak, UrVenue https://www.linkedin.com/in/traceenalewak/
Sara Murray, Murmaid International https://www.linkedin.com/in/saramurraysales/
Dylan Mingard, HM Alpha https://www.linkedin.com/in/dylan-mingard-9217492a/
Tanya Pratt, Oracle Hospitality https://www.linkedin.com/in/pratttanya/
Martin Chevalley, Innspire https://www.linkedin.com/company/innspire-ai/
Join the Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
This special episode of Top Floor comes to you from the Loading Dock at HITEC in San Antonio. A huge thank you to HFTP for hosting us at the hospitality industry's premier technology conference and for creating the opportunity to capture these unforgettable moments. Instead of our usual in-depth interview, this milestone 250th episode is a collection of Loading Dock stories—funny, surprising, and unforgettable tales shared by some of hospitality's brightest minds.
Leigh Silkunas, 1AX Consulting — What happens when your hotel hosts 600 furries... and the next guests are a conservative church group. Dominic Locascio, Positron Access Solutions — The honeymoon B&B that looked like a roadside motel... until they opened the room door. Doron Dreyer, GratifID — The terrifying in-flight "bomb scare" that turned out to be an old BlackBerry. Lexi Bermingham, Bermo Co. — The Zoom interview that took a very unexpected turn when the camera angle changed. Lindsay Wenger, Directful — The frantic race to replace a bride's wedding dress after housekeeping made one catastrophic mistake. Kate Adamson, Folio — The high-stakes meeting with a celebrity entrepreneur... and the outfit that almost didn't survive it. Richard Bradbury, Quore — A motorcycle, a bathtub, and a soda machine that somehow ended up in the wrong place. Jacki Brown, Product Marketing Consultant — The Olive Garden shift that ended with shattered wine glasses and maximum panic. Adam Bermingham, Ramsi — How squeezing into a child's Batman costume accidentally launched a hospitality career.
Next year's HITEC [link to https://www.hitec.org/about-hitec/future-locations] will be held in Orlando June 28 - July 1. Hope to see you there!!!
Connect with our storytellers:
Leigh Silkunas, 1AX Consulting https://www.linkedin.com/in/leighsilkunas/
Dominic Locascio, Positron Access Solutions https://www.linkedin.com/in/dominiclocascio/
Doron Dreyer, GratifID https://www.linkedin.com/in/ddreyer/
Lexi Bermingham, Bermo Co. https://www.linkedin.com/in/alexandra-bermingham/
Lindsay Wenger, Directful https://www.linkedin.com/in/lindsay-wenger/
Kate Adamson, Folio https://www.linkedin.com/in/hikateadamson/
Richard Bradbury, Quore https://www.linkedin.com/in/bradburyr/
Jacki Brown, Product Marketing Consultant https://www.linkedin.com/in/jackischroderbrown/
Adam Bermingham, Ramsi https://www.linkedin.com/in/adam-bermingham-aa4b7a65/
Join the Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
Orlie Benjamin is the founder and CEO of Lasoh, a hospitality technology platform helping vacation rental and boutique lodging operators strengthen guest relationships through marketing automation, guest experience tools, and AI-powered workflows. After building her career with brands like American Airlines, NetJets, Disney, and Victoria's Secret, she traded corporate life for entrepreneurship, launching both a vacation rental business and a hospitality tech startup. Susan and Orlie talk about guests, growth, and the great hospitality convergence.
What You'll Learn • Why one or two vacation rentals can still be profitable in today's market • How to turn a side project into a startup opportunity • Why Orlie's research strategy included outreach to 800+ operators • How hospitality companies obsess over properties and overlook guests • What surprising NetJets lesson reshaped Orlie's view of hospitality • How to unlock the overlooked value of the booking-to-arrival window • When to use guest context to create memorable moments at scale • What underused guest data is hiding in plain sight • How drive-to and fly-to guests should be marketed differently • What hospitality can learn from retail's customer data playbook • Where AI will genuinely transform hospitality operations • How to reduce dependence on Airbnb, Vrbo, and other OTAs • Why experiential lodging is positioned to win the next decade • Why guests should be treated like assets, not transactions
The Takeaway:
The future belongs to hospitality brands that treat guests as valuable assets, not just bookings, by combining memorable experiences, smart marketing, and personalized relationships that drive loyalty beyond the stay.
Orlie Benjamin on LinkedIn https://www.linkedin.com/in/orliebenjamin/
Lasoh https://lasoh.io/
Join the Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
Brian Quinn is Chief Development Officer for Rivett Group and My Place Hotels, bringing decades of experience spanning hotel operations, development, franchising, acquisitions, and brand growth. From starting as a bellman to leading nearly 800 hotel development deals, Brian has built a career around scaling businesses and developing people. Susan and Brian talk about playbooks, partnerships, and property performance.
What You'll Learn:
• Why learning beyond your job description to accelerates growth • How to build relationships that pay dividends years later • When to create a "living playbook" for navigating major business changes • Why transparency matters during mergers, acquisitions, and transformations • What cultural shifts are driving long-term demand for extended stay accommodations • How to pressure-test hotel deals before committing capital • Why diverse demand generators create stronger hotel investments • How operational experience builds instant credibility with owners and investors • When to make deposits before withdrawals in professional relationships • How to find opportunity by talking to the quietest person in the room • Why upper-upscale extended stay may be the industry's next frontier • Why hospitality still delivers on the promise of career growth
The Takeaway:
Long-term success in hospitality comes from continuously expanding your knowledge, investing in relationships before you need them, and staying adaptable when opportunities (or disruptions) inevitably arise.
Brian Quinn on LinkedIn https://www.linkedin.com/in/brian-quinn-778b9018/
My Place Hotels https://www.myplacehotels.com
Join the Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
Guest Bio
Michelle Davis is the General Manager of the SpringHill Suites Orange Beach at The Wharf and a recognized leader known for building high-performing teams and delivering standout guest experiences. Jason Kern is the General Manager of Embassy Suites St. Augustine Beach Oceanfront Resort, where he combines servant leadership with a deep passion for hospitality and team development. Together, these award-winning leaders share lessons on culture, coaching, and customer care.
What You'll Learn:
*** • Why great GMs are leaders first and operators second • How delegation creates stronger managers and better hotels • How to stop taking guest complaints personally • The power of "unreasonable hospitality" • How empathy can defuse even the toughest guest situations • Small leadership habits that create big guest impressions • Why communication norms matter more than communication tools • The surprising value of daily team huddles • Why recognition from guests means more than you think • Why successful leaders love seeing others surpass them • Practical ways to spend less time behind a desk • Why the best GMs constantly change their routines • How building the right management team changes everything • The balance between profitability and genuine hospitality • Hilarious "only in hotels" stories you'll never forget
The Takeaway:
The best GMs don't create great hotels. They create great teams that create great guest experiences.
Michelle Davis on LinkedIn https://www.linkedin.com/in/michelle-davis-4037b86/
Jason Kern on LinkedIn https://www.linkedin.com/in/jason-kern-70b6496/
Sign up to record at HITEC https://forms.gle/hZCJfZXbz2vSnetD6
Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
Susan Barry is a marketer, podcaster, consultant, speaker, bird influencer, and serial starter of delightfully unconventional side projects, all connected by a deep belief in the power of creativity. In this solo episode, she explores why hospitality may be optimizing itself out of its most human advantage and what that means for education, recruitment, and guest experience.
What You'll Learn:
*** • Why hospitality is still an apprenticeship business and the hidden cost of that reality • The growing disconnect between hospitality education and operational experience • Why "borrow a fortune and hope for the best" isn't a workforce strategy • The surprising recruiting lesson hospitality can learn from Below Deck • How a storytelling shortage may be fueling a labor shortage • How etiquette can create belonging—or reinforce barriers • Why great hospitality professionals know when to break the rules • The connection between creativity, problem-solving, and memorable experiences • What inspired the launch of a travel-themed snail mail club in a digital-first world • How anticipation, discovery, and delight extend far beyond hotels • Why creating meaning may be hospitality's most valuable skill • The common thread connecting education, recruitment, service, marketing, and innovation
The Takeaway:
Hospitality is not primarily an operations business, a real estate business, or a finance business—it's a meaning-making business. The people and organizations that thrive will be the ones that create experiences, stories, anticipation, and emotional connections that make people feel something.
Susan Barry on LinkedIn https://www.linkedin.com/in/susandbarry/
Top Floor Mail Club https://www.topfloorpodcast.com/mail-club
Anna Blue is the founder and CEO of Blue Moss Group, where she helps organizations connect growth with purpose. With leadership experience spanning hospitality, nonprofits, advocacy, and media, Anna brings a unique perspective to hospitality through her work at the intersection of business strategy, social impact, and influence. Susan and Anna talk about creator culture, corporate authenticity, and hospitality's people problem.
What You'll Learn:
*** • Why imposter syndrome is a systems problem, not a confidence problem • What makes hospitality feel cult-like in the best possible way • Why social impact strategies fail when employees are treated like line items • Why consumers can spot performative culture messaging instantly • Why business influencers now matter as much as traditional trade media • How podcasts and creators helped Anna build credibility in hospitality • Why great company cultures never need to brag about themselves • Why trying to talk to everyone online usually backfires • Why hospitality's biggest issue is still how it treats its people
The Takeaway:
Hospitality brands can't fake culture, purpose, or influence, because people can tell the difference instantly. The future belongs to companies that treat their employees well, embrace authentic storytelling, and understand the growing power of creators in shaping the industry.
Anna Blue on LinkedIn https://www.linkedin.com/in/anna-blue/
Hospitality Creator Summit https://thehospitalitycreators.com/
Zack Gharib is the President of Red Roof, bringing decades of leadership experience across Marriott, Wyndham, Vacasa, and beyond. From a chance encounter with a hotel GM in Athens to leading one of hospitality's biggest tech transformations, Zack shares what it really takes to succeed in today's lodging landscape. Susan and Zack talk about AI automation, franchisee profitability, and vacation-rental versatility.
What You'll Learn:
• What vacation rentals taught him about operational chaos • How AI is reshaping economy and mid-scale hotels • Why hotel websites suddenly matter way more • How ChatGPT is changing hotel booking behavior • What hotels can learn from Airbnb-style personalization • Why internal communication systems still fail teams • Learning when to say "no" to shiny new tech • Why smiles and room inspections still win • Predictions for the future of non-luxury hotels • The franchisee-brand relationship problem nobody solves • What real alignment between brands and owners should look like
The Takeaway:
Hospitality fundamentals still matter most, but the operators who win will use technology and AI to make those fundamentals faster, cheaper, and more personalized.
Zack Gharib on LinkedIn https://www.linkedin.com/in/zack-gharib/
Red Roof https://www.redroof.com/
Lucy Lieberman is a longtime digital innovator who has spent her career jumping into emerging technology before the rest of the market catches up — from early websites and streaming to loyalty platforms and AI-powered travel. She's led digital transformation for brands like IHG, Amex, and FAO Schwartz, and she most recently served as CEO of Michelin Guide Hotels during one of the toughest moments in travel history. In this episode, recorded live at the Female Founders in Hospitality Summit in early March 2026, Susan and Lucy talk about positioning, pivots, and future-proofing.
What You'll Learn:
• How to spot market shifts before everyone else • How to tell the difference between "too early" and "bad idea" • Why great tech still fails without behavior change • When to build products people don't know to ask for yet • Why features and amenities never create loyalty • How to turn a crowded category into a category of one • Why to focus on problems instead of preferences • What it's like to lead a travel company through a crisis • How to create a North Star teams can actually rally around • Why luxury travel exploded after COVID • Why authenticity keeps getting more valuable & the surprising comeback of analog • Why you have to keep asking "why" • How to become the kind of founder who can run through walls
The Takeaway:
Breakthrough companies win by obsessing over friction, unmet needs, emotional connection, and the "why" behind customer behavior — not by chasing technology, features, or trends for their own sake. Being early only matters if you're solving a real problem people genuinely care about.
Lucy Lieberman on LinkedIn https://www.linkedin.com/in/lucylieberman/
Emily Goldfischer is a hospitality PR veteran turned media entrepreneur and co-founder of hertelier, a platform amplifying women's voices in the hotel industry. After a decade shaping brand narratives at Loews Hotels and a pivot into journalism in London, she uncovered a glaring gap in female representation at the top. Susan and Emily talk about advocacy, research, and storytelling.
What You'll Learn:
• Why personalized pitches outperform mass outreach • How to align your story with the right audience • Spotting trends like a PR pro (and why it matters) • Leadership lessons from working under iconic industry women • The "where are the women?" moment that sparked hertelier • Building a media brand from scratch during a pandemic • Why audience growth is harder than content creation • What 19% female leadership really reveals about hotels • The myth of motherhood as the main career barrier • How bias shows up—regardless of life choices • Why hospitality's pipeline leaks at the top • Simple ways to advocate for yourself at work • How companies can fix broken promotion pipelines • Why flexibility beats performative policies
The Takeaway:
The lack of women in leadership isn't caused by one issue (like motherhood). It's the result of systemic bias and structural barriers, and fixing it requires intentional, measurable change.
Emily Goldfischer on LinkedIn https://www.linkedin.com/in/emilygoldfischer/
hertelier https://www.hertelier.com/
Jelani Millard is the founder of the Wapechi Collection, a travel-focused investment platform blending hospitality, real estate, and emerging tech ventures. With roots in finance, he's carved a unique lane exploring how travel really works—from boutique hotels in Ghana to "Pay Me in Plane Tickets." Susan and Jelani talk about unpacking travel's hidden truths through stories, systems, and sacrifices.
What You'll Learn:
How a Ghana hotel project turned into a community-powered success story What travel influencers aren't telling you about their lifestyles Why building a media brand takes patience before profit What separates forgettable content from truly resonant storytelling Why facts—not fluff—win in modern media How involving your audience sharpens your voice and vision Why travel media is shifting from "pretty pictures" to deeper truths Why hospitality storytelling needs more transparency and less gloss
Our Top Three Takeaways
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The "travel influencer dream" is far less glamorous than it looks. Behind the curated images is a reality defined by hustle, financial instability, and trade-offs. Many creators are making conscious sacrifices—like forgoing traditional milestones or relying on inconsistent income streams—to sustain that lifestyle, which is very different from the effortless image presented online.
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The future of travel media is shifting from "where to go" to "why it exists." Jelani sees a growing appetite for deeper, more analytical storytelling that examines the history, economics, and power dynamics behind travel experiences. Instead of just highlighting beautiful destinations, the next wave of media will unpack questions like who benefits, who is excluded, and how these systems came to be.
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Building a meaningful media brand requires patience, clarity, and truth. Jelani has intentionally delayed monetization to allow the platform to evolve organically and better understand its audience and identity. His core philosophy is to lead with facts, tell honest stories, involve the audience, and offer perspective or solutions, because that's what creates content that actually resonates and endures.
Jelani Millard on LinkedIn https://www.linkedin.com/in/jelani-m-8935a973/
Pay Me in Plane Tickets https://www.paymeinplanetickets.com/
Wapechi Collection https://www.wapechi.com/
Tim Leffel is a veteran travel writer and editor who left the music industry to explore the world, building a location-independent career along the way. He's reviewed over 1,500 hotels across dozens of countries and now publishes insights on remote work and global living. Susan and Tim talk about fear, freedom, and finding value in travel.
Why travel fears are overblown (and what's actually risky) What it really takes to become a digital nomad Why remote work is easier now—and maybe lonelier What 1,500 hotel reviews teach you about quality How to spot a great hotel before booking Why aggregator sites are just the starting point Where to find hidden hotels not on major platforms Why digital nomads aren't ruining entire cities How governments are incentivizing relocation globally Why hotels fail when they try to "do everything" Why lighting, outlets, and alarms matter more than luxury
Our Top Three Takeaways
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Perception often distorts reality in travel, especially around hot topics like safety and overtourism. Fear of international travel is largely driven by media amplification and unfamiliarity, not actual risk, with many destinations objectively safer than the U.S. At the same time, overtourism is real but highly localized to specific neighborhoods, not entire cities or countries, and can often be addressed through policy and distribution.
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The digital nomad shift is real, but hotels haven't figured out how to serve it well. Technology has made location-independent work mainstream, but hotels struggle to compete with short-term rentals that offer space, kitchens, and livability. The opportunity exists for hotels to stop trying to serve everyone and instead design specifically for a targeted segment, such as solo, long-stay remote workers.
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Small, practical details define the guest experience more than big concepts. After reviewing 1,500+ hotels, Tim emphasizes that the basics (functional lighting, clear labeling, comfortable workspaces, and eliminating small annoyances) have an outsized impact on satisfaction. Many of these issues persist because hotel teams don't regularly experience their own product as guests.
Tim Leffel on LinkedIn https://www.linkedin.com/in/timleffel/
Tim's Website https://timleffel.com/
Nomadico Newsletter https://nomadico.substack.com/
Luxury Latin America https://www.luxurylatinamerica.com/
Scott Webb is a longtime leader at Kolter Hospitality who turned a condo crisis into a thriving hotel portfolio spanning major brands. With over three decades of experience, he blends real estate discipline with hands-on hotel operations to drive smart growth. Susan and Scott talk about leadership lessons and share insights on people, performance, and property strategy.
What You'll Learn • Why investing in team training beats cutting visible guest perks • When growth forces you to level up your leadership bench • How to spot risky revenue that won't repeat • What sellers "clean up" before a deal, and how to catch it • Why labor assumptions can quietly wreck your underwriting • How to evaluate real revenue streams beyond surface metrics • Why owner-operators outperform third-party managers • How vertical integration saves money and speeds decisions • How poor facilities hurt employees as much as guests • Why frontline staff need the strongest support systems • What owners miss when they outsource management • How to "go to school" on your own hotel operations • How global trends, inflation, and AI are reshaping hospitality • How karma plays out in high-stakes real estate deals
Our Top Three Takeaways
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Hotels are not real estate plays Hotels require a fundamentally different approach than traditional real estate because performance depends on operations rather than just the asset. Success comes from understanding revenue sources at a granular level and identifying what is repeatable vs. one-time noise. Without that due diligence, it's easy to misprice deals and inherit hidden surprises.
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Ownership mindset drives better performance than third-party management Owners manage assets better than third-party operators because they are fully accountable for the outcome. That alignment allows for faster decision-making, better cost control, and a more complete view of profitability. At scale, bringing management in-house can also unlock significant financial upside.
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Talent investment is the real competitive advantage The one expense Scott would never cut is investment in people, because team members ultimately define the guest experience. Training, internal mobility, and trust create stronger performance and long-term loyalty, while neglecting them creates visible cracks for both employees and guests. The operators who win are the ones who consistently reinvest in both their teams and their assets.
Scott Webb on LinkedIn https://www.linkedin.com/in/scott-webb-1aa84b163/
Kolter Hospitality https://www.kolterhospitality.com/
Chris Russell is a hospitality executive and CEO of Spire Hospitality, known for building and scaling hotel management companies from the ground up. A Culinary Institute of America graduate who pivoted from the kitchen to operations, he's spent decades shaping teams, launching platforms, and leading growth across the industry. Susan and Chris talk about career choices, company building, and culture shifts.
What You'll Learn • How a potato-peeling job sparked a career pivot • Why "builders vs. maintainers" think differently about growth • Why chasing knowledge beats chasing money • How hospitality offers unmatched upward mobility • How tech is reshaping hiring (and what's getting lost) • Why attitude still matters more than experience • How to balance hustle with real work-life boundaries • Why job-hopping too early can stall your growth • How to ask for more without sounding entitled • Why self-promotion is a skill you can't ignore • How success is shifting from hours worked to impact made • Why the future requires both tech skills and human touch
Our Top Three Takeaways
- Build for Learning, Not Just Advancement
Chris's career wasn't driven by titles or salary bumps, but by what each role could teach him. He intentionally chose opportunities that expanded his skill set, even when they paid less. That mindset compounded over time into leadership readiness and ultimately a CEO role.
- Hospitality's Biggest Problem Is a Perception Gap
The industry offers massive upward mobility and diverse career paths, but it does a poor job of selling that story. Long hours and outdated perceptions overshadow the reality that hospitality includes roles across finance, tech, HR, sales, and more. The result is a talent pipeline problem that needs attention.
- The Future Requires Balancing Tech with Humanity
Technology and AI will play a bigger role in hiring and operations, but they risk stripping out the human qualities that define hospitality. Chris highlights a growing tension: efficiency vs. connection. The winners will be those who embrace tech while preserving attitude-driven hiring and genuine guest experience.
Chris Russell on LinkedIn https://www.linkedin.com/in/chrisrussellspire/
Spire Hospitality https://spirehotels.com/
This is probably the weirdest episode yet. For seven minutes, Susan talks about not being a team player and why personal development is suspect. Then, she joins Calvin Tilokee for a joke-off of Spring-themed pick-up lines for hoteliers. Are you scratching your head in confusion? Good!
Susan Barry on LinkedIn https://www.linkedin.com/in/susandbarry/
Top Floor on LinkedIn https://www.linkedin.com/company/top-floor-podcast
Calvin Tilokee on LinkedIn https://www.linkedin.com/in/calvintilokee/
UN 2026 World Inequality Report - Gender Inequality https://wir2026.wid.world/insight/gender-inequality/
The Leadership Reset: Why Women in Hospitality Are Done With Endurance as a Career Strategy by Emily Goldfischer https://www.hertelier.com/post/women-hospitality-leadership-report
Benchmarking Diversity 2025: Representation in Hotel Leadership from Penn State https://hhd.psu.edu/sites/default/files/hospitality-management-hm/shm/hospitality-management-hmshm-representationinhotelcompanyleadership2025pdf.pdf
Mark Wayman is a longtime executive recruiter and former tech-to-gaming industry insider known for building one of the most powerful networks in Las Vegas. He unpacks how careers evolve across industries and why relationships, not resumes, drive success. Susan and Mark talk about networking nuance, hiring honesty, and hospitality hustle.
• Why relationships beat talent in hiring decisions • Why hosting beats attending networking events • How casinos decide who gets VIP treatment • Why casinos prioritize marketing over technology • The real reason Vegas hasn't modernized like hotels • Why gaming careers depend on integrity and loyalty • What makes Las Vegas a "small town in disguise" • The biggest lies candidates tell (and why it matters) • Why high-paying jobs are getting harder to land • The origin story behind "Godfather of Las Vegas" • How giving back builds long-term influence
Our Top Three Takeaways
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Relationships drive everything Mark is unequivocal: careers are built through relationships, not résumés. He notes that 85% of jobs come through professional networks and even hiring decisions at the highest levels often favor familiarity over pure qualifications.
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Discipline and positioning matter more than perfect timing From building a 6–12 month emergency fund to being selective about roles, Mark emphasizes control over your circumstances. His philosophy: financial discipline creates career freedom, and career freedom allows better decision-making.
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The gaming industry runs on yield, not sentiment Casinos operate with ruthless clarity: customers are segmented by value, and resources are allocated accordingly. High-value players get everything; low-value ones are ignored. This highlights a broader business truth: not all customers (or opportunities) are equal. The smartest operators understand where value is created and focus their energy there.
Mark Wayman on LinkedIn https://www.linkedin.com/in/markwaymanlv/
Cayuga Hospitality Consultants https://cayugahospitality.com/
Jascha Kaykas-Wolff is the CEO of Visiting Media and a longtime tech leader who has helped shape digital marketing at companies like Yahoo, Microsoft, BitTorrent, and Mozilla. Raised in a socialist collective outside Eugene, Oregon, by a pioneering rock concert promoter, he grew up thinking deeply about systems, autonomy, and how teams work together. Susan and Jascha talk about AI acceleration, authentic leadership, and agile innovation.
What You'll Learn • Breaking into hospitality tech by showing up, meeting operators, and building real relationships • How growing up in a collective shaped a leadership philosophy of autonomy and accountability • The difference between meritocracy and psychological safety in organizations • How data and conviction helped pitch Bill Gates and Steve Ballmer • The surprising leadership lesson hidden in a mustard stain • Why curiosity—not credentials—is the most valuable career skill today • Practical ways hospitality professionals can start experimenting with AI immediately • Using AI to research guests, build microsites, and automate everyday work • How Visiting Media uses real-world capture plus AI to power hospitality sales • The importance of "trust but verify" in an AI-generated world • Why the next five years may bring a renaissance of independent hospitality businesses
Our Top Three Takeaways
- Great leaders create environments where ideas feel safe to share
Jascha argues that true meritocracy rarely exists in organizations, but leaders can still create conditions that allow good ideas to surface. The key is psychological safety: team members must feel comfortable proposing ideas, even imperfect ones, without fear of ridicule or punishment. When people feel safe to contribute, ideas improve through collaboration, and organizations ultimately make better decisions.
- AI is today's version of the early internet—curiosity is the most important skill
Jascha draws a strong parallel between the current AI moment and the late-1990s internet boom. Just as many experts dismissed the internet back then, many companies today restrict or underestimate AI. His advice is simple: start experimenting now, whether you're a front desk agent researching VIP guests or a marketer building quick microsites, because the professionals who develop AI fluency early will have a major advantage in the next five to ten years.
- AI may level the playing field between independent hotels and large brands
One of Jascha's predictions for hospitality is that AI will enable a renaissance of independent operators. Historically, large brands and management companies had an advantage because they controlled marketing resources and technology. AI tools are lowering those barriers, enabling smaller properties to build software, marketing assets, and digital experiences quickly and cheaply.
Jascha Kaykas-Wolff on LinkedIn https://www.linkedin.com/in/kaykas/
Visiting Media https://visitingmedia.com/
Cayuga Hospitality Consultants https://cayugahospitality.com/
Lori Mukoyama is a Design Principal and Global Hospitality Leader at Gensler, shaping hotel experiences across cities from Chicago to Tokyo. With a background in boutique retail and large-scale hospitality design, she focuses on the tactile and emotional details that shape guests' experience of a space. Susan and Lori talk about design details, destination differences, and the future of guest experience.
What You'll Learn
• What designers actually control in a hotel, from doorknobs to pillows • Why "15 feet and down" shapes the entire guest experience • When hotel design should feel nothing like your own home • How hospitality design differs across the U.S., Latin America, and Japan • Why historic hotel renovations are booming right now • Smart ways brands balance global standards with local culture • How remote work is changing the layout of hotel rooms • Why giving designers time to create a concept story matters • How designing for a "guest muse" transforms spaces and furniture choices • The coming shift toward multi-generational hotel room design • Why sustainability innovation is the hospitality industry's next big challenge
Our Top Three Takeaways
Great hotel design happens "15 feet and down." While architecture shapes the overall building, the details closest to the guest create the emotional experience. Designers focus on the elements people physically interact with — floors, furniture, materials, lighting, and textures — because those are what guests touch, hear, and notice as they move through the space. These tactile details ultimately shape the hotel's feel.
Global hotel brands succeed when they combine standards with local culture. Brand standards provide a framework, but the most compelling hotels interpret those standards through local context. Designers use local materials, cultural references, and regional inspiration to create spaces that feel authentic rather than generic. The goal is to keep the brand direction while ensuring each hotel reflects its city and community.
Hotel design is evolving around new ways people travel and work. Remote work and blended travel have changed how guest rooms are designed. Desks are increasingly positioned to face the room instead of the wall, with lighting and acoustics designed to support video calls and longer stays. Hotels are also expanding into experience-driven spaces like wellness areas and social saunas, reflecting the idea that "offline" experiences are becoming a new form of luxury.
Lori Mukoyama on LinkedIn https://www.linkedin.com/in/lori-mukoyama-4a71a57/
Gensler https://www.gensler.com/expertise/hospitality
Gensler's annual Design Forecast identifies the top trends shaping the future of the built environment in the age of rapid technological and environmental transformation. You can learn more and download this year's report here. [https://www.gensler.com/publications/design-forecast/2026]
Cayuga Hospitality Consultants https://cayugahospitality.com/
Hive Marketing https://www.hive-marketing.com/
Kurt Oleson is the Chief Operating Officer and co-owner of Custom Channels, a Denver-based company delivering fully licensed, human-curated music solutions for hotels and restaurants. A classically trained pianist turned music technologist, he helped build early music-recommendation algorithms before joining his company. Susan and Kurt talk about licensing landmines and algorithmic ethics.
What You'll Learn: • Why playing Spotify in your restaurant could cost you $10,000 per song • How performance and composition licenses protect artists • How following "passion-adjacent opportunities" can shape an unexpected career • The upside and ethical gray areas of algorithm-driven music discovery • Why human-curated playlists still outperform AI in hospitality settings • How tempo, energy, and traffic patterns should shape your daily music flow • How many songs you actually need to avoid repetition • Why commoditizing music undermines its impact on your brand
Our Top Three Takeaways
Music isn't background noise—it's a business tool. When aligned with traffic patterns, brand identity, and desired guest behavior, audio can increase dwell time, improve turnover, and even become a profit center.
Playing unlicensed music is a massive legal and financial risk. One audit could mean fines of up to $10,000 per song, making proper licensing non-negotiable for hospitality operators.
Human-curated music is still a competitive advantage. AI can assist with scheduling and context triggers, but brand-aligned, emotionally intelligent curation drives better guest experiences.
Kurt Oleson on LinkedIn https://www.linkedin.com/in/kurtoleson1/
Custom Channels https://www.custom-channels.com/
Cayuga Hospitality Consultants https://cayugahospitality.com/
Hive Marketing https://www.hive-marketing.com/
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Leora Lanz is an associate professor at Boston University's School of Hospitality Administration and a former global marketing leader who helped grow HVS from seven offices to forty worldwide. After decades in destination marketing, hotel operations, and consultancy, she turned her classroom casework into two books on developing a marketing mindset. Susan and Leora talk about critical thinking, conscious marketing, and career courage. What You'll Learn: • Why you need to "know enough to be dangerous" in digital marketing • What crisis communication in hotels teaches about compassion • Why today's marketing funnel feels more like a pinball machine • Why hospitality and marketing are fundamentally the same • How to shift from "you should" to "we will" with owners • When the ROI of a hospitality degree really kicks in • How set-jetting and streaming shows shape travel trends • Why wellness, sustainability, and community are marketing power plays • Why career reinvention requires courage and community
Our Top Three Takeaways
Marketing Is a Mindset, Not a Tactic
Marketing isn't about flashy campaigns or one-hit wonders. It's about critical thinking, strategic planning, and starting with clear goals and KPIs. Everyone in hospitality (not just the marketing team) needs to think this way to build real, lasting impact.
Shift from "You" to "We"
Great marketing happens when teams act as true partners, not outside advisors. Saying "we" instead of "you" creates a sense of shared ownership and stronger alignment with stakeholders. That mindset builds trust, buy-in, and better results.
Hospitality Is a Competitive Advantage
Hospitality is more than an industry; it's a philosophy that can differentiate any business. Purpose-driven marketing rooted in wellness, sustainability, and community creates deeper, more meaningful connections. The future depends on honoring both emerging talent and seasoned voices while keeping that purpose front and center.
Leora Lanz on LinkedIn https://www.linkedin.com/in/leorahalpernlanz/
Buy the Books http://www.tinyurl.com/MarketingMindsetseries
Cayuga Hospitality Consultants https://cayugahospitality.com/
Hive Marketing https://www.hive-marketing.com/
Ad Giveaway Enter here! https://www.topfloorpodcast.com/win
Travis Burns is Executive Vice President of Business Development at Remington Hospitality, where he's helping scale the company's third-party management platform. A former aerospace professional turned hotelier, he walked into the Hyatt Regency Tulsa Downtown asking for any job, and built a career spanning sales, operations, and investment strategy. In this episode, he unpacks profit over prestige, luxury's lift, and gut-driven growth.
• Why GOPPAR matters more than RevPAR • How to win the GOP war—even if you lose the STR report battle • What your business mix really costs you (and why it matters) • How to know when saying yes is a trap • The intuition advantage in a world drowning in data • Why being first isn't always best in hotel innovation • The real driver behind luxury's post-COVID surge • Why great luxury GMs still have to obsess over labor and cost control • Why new capital—not institutions—may drive 2026 transactions • The one change Travis would make to the industry overnight
Our Top Three Takeaways
Revenue Without Profit Is a Mirage One of the clearest themes in this conversation is Travis's insistence that top-line performance is meaningless without margin discipline. He pushes owners and operators to look beyond RevPAR and focus on GOPPAR, emphasizing that not all revenue is created equal once costs are accounted for. The real work, he argues, is understanding how revenue is generated and being willing to sacrifice headline wins in favor of long-term profitability.
The K-Shaped Recovery Is Reshaping Hotel Strategy Travis offers a grounded explanation for why luxury and upper-upscale hotels continue to outperform other segments. It's not that affluent travelers are price-insensitive; it's that post-COVID travelers are taking fewer trips and assigning more value to each one. When travel becomes part of the story rather than just a place to sleep, guests are willing to pay more, as long as luxury remains distinctive and doesn't slide into sameness.
Say Yes, but Know When and Why On careers and leadership, Travis reframes the familiar advice to "say yes" with an important caveat: every investment of time and effort should come with an exit strategy. Early-career hustle only works when it leads somewhere, whether that's growth, learning, or the next opportunity. Without a clear payoff, ambition turns into exploitation, and knowing the difference is a critical leadership skill.
Travis Burns on LinkedIn https://www.linkedin.com/in/travis-burns/
Remington Hospitality https://www.remingtonhospitality.com/
Cayuga Hospitality Consultants https://cayugahospitality.com/
Hive Marketing https://www.hive-marketing.com/
Ad Giveaway Enter here! https://www.topfloorpodcast.com/win
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Susan Barry is the founder of Hive Marketing and the host of Top Floor, bringing hotel sales, marketing, and ownership-side perspectives to the mic. In this solo episode, she reintroduces herself to new listeners from Hotel Online and HFTP and zooms out on a timely industry controversy to ask a much bigger question about power, history, and responsibility in hospitality. This episode is short and sweet, much like Susan.
How Susan went from English major to hotel exec to founder and podcaster
Why "hotels should stay out of politics" is a myth
How hotels shape tax, labor, and zoning policy
Why hotels are natural hubs for political activity
How history proves hotels become power centers in crises
How hotels can be tools of refuge or control
What the Minnesota ICE controversy really exposes
How brand power works in an asset-light hotel model
Our Top Three Takeaways
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Hotels are never "apolitical," even when they claim to be. The episode argues that hotels are inherently political because they operate at the intersection of real estate, labor, capital, and public visibility. From lobbying on taxes and visas to hosting political events and managing labor relations, hotels participate in politics constantly—whether or not they acknowledge it.
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History shows hotels repeatedly become power centers during moments of crisis. Across wars, genocides, and social movements, hotels have functioned as command centers, sanctuaries, negotiation hubs, and tools of control. Examples from World War II, the Rwandan genocide, and the U.S. Civil Rights Movement illustrate how hotel spaces and staff actions can enable resistance, protection, or oppression depending on who holds power.
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Modern brand–owner dynamics turn "neutral" decisions into political acts. In today's asset-light model, brands wield enormous influence through flags, loyalty systems, and distribution, while owners carry the financial risk. When a brand intervenes or withdraws, it is making an economic and political judgment that can instantly reshape a property, raising hard questions about authority, accountability, and local decision-making.
Susan Barry on LinkedIn https://www.linkedin.com/in/susandbarry/
Hive Marketing https://www.hive-marketing.com/
Cayuga Hospitality Consultants https://cayugahospitality.com/
Female Founders in Hospitality https://femalefoundersinhospitality.com/
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Tracy Stuckrath is the founder of thrive! meetings & events, where she helps planners, venues, and chefs stop accidentally poisoning their guests (a low bar, but here we are). After being diagnosed with a food allergy and realizing she couldn't safely eat at her own events, Tracy built a mission around safer, more inclusive hospitality, and later launched the "Eating at a Meeting" podcast during COVID. Susan and Tracy talk about safety, systems, and signage.
• Simple tools that actually make event planning smoother • How Tracy's career pivots happened without a "master plan" • The moment she realized the industry wasn't feeding people safely • Why the people who "get it" fastest usually have restrictions themselves • How kitchens and front-of-house accidentally play telephone with allergens • Why labeling food lowers liability instead of raising it • The top nine allergens that cause most reactions • How food allergies and celiac can count as disabilities under the ADA • Why smaller, more intentional menus may beat endless buffet chaos • What the future of event menus could look like: fewer surprises, clearer trust • The one phrase Tracy wants the industry to stop saying immediately
Our Top Three Takeaways
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Inclusive food practices are a business decision, not just a courtesy. Treating food allergies and dietary restrictions seriously reduces risk, builds trust, and makes events more accessible and welcoming. When guests feel safe eating, they participate more fully and remember the experience for the right reasons, which directly impacts brand perception and loyalty.
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Most food-allergy failures aren't about ingredients — they're about communication breakdowns. Problems usually happen when information gets lost between sales, planners, kitchens, and front-of-house teams. Clear systems, standardized language, and consistent labeling matter more than heroic last-minute fixes. Inclusion fails when teams don't talk to each other.
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Smaller, more intentional menus outperform "abundance." The future of event food is fewer choices that are clearly labeled, thoughtfully designed, and easy to trust. Guests don't want endless options they can't safely eat. They want a handful of well-considered ones that reflect care, place, and purpose.
Tracy Stuckrath on LinkedIn https://www.linkedin.com/in/tracystuckrath/
thrive! meetings & events https://thrivemeetings.com/
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Christine Malfair is a lifelong hotelier turned independent-hotel marketing fixer, with a career spanning cruise ships, GM roles, and 15 years building Malfair Marketing as an early "remote fractional CMO." She helps independent hotels cut through AI noise and get found by guests and machines without losing their minds. Susan and Christine talk about clarity, consistency, and competitive courage.
• Employee use of ChatGPT and real risks to proprietary hotel data • Guardrails for AI use inside hotel teams without banning innovation • Remote hotel leadership before "remote" was normal • Building a marketing function when no department exists • "AI-ready" as an ecosystem, not a shiny new tool • Why vague hotel language disappears in AI discovery • Team buy-in as the difference between tech adoption and rebellion • AI as an intermediary, not a channel • Why independent hotels can win without the biggest budgets • Standing tall in what guests already love you for
Our Top Three Takeaways
AI rewards clarity, not complexity
Being "AI ready" isn't about adopting new tools or chasing the latest platform. It's about tightening what already exists. Hotels that are specific, consistent, and clear across their websites, listings, reviews, and social content will be easier for AI to understand and recommend. Generic language and inconsistencies create friction and invisibility.
- Simple systems outperform heroic effort
Christine's experience, from cruise ships to strata hotels, reinforces the same truth. Well-designed systems reduce chaos and conflict, even in complex environments. The same applies to marketing and AI. Progress comes from manageable, repeatable steps, not massive overhauls or one-time pushes.
- Differentiation matters more than budget
AI acts like a digital intermediary, deciding what gets surfaced and why. In that environment, sameness is a liability. The independent hotels that win won't be the ones with the most spend or the most content. They'll be the ones that are clear about who they are, what guests love about them, and how they stand apart.
Christine Malfair on LinkedIn https://www.linkedin.com/in/christine-malfair/
Malfair Marketing https://malfairmarketing.com/
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Gary Brown is a former attorney and CPA who ditched billable hours for buildings, turning a brotherly townhouse-flipping side hustle into Furnished Quarters, one of the largest corporate housing providers in the U.S. He leads a service-first operation across major markets like New York, Boston/Cambridge, and the Bay Area, blending tech, design, and a very real "stuff breaks at 3am" mindset. Susan and Gary talk about service, standards, and survival stories.
• Why corporate housing is hospitality first and real estate second • Service recovery that actually keeps clients calm when everything goes sideways • Move-in magic that prevents the "week one complaint festival" • Inspection systems that catch tiny problems before guests do • Communication rhythms that build trust when lights go out or floods happen • Setting expectations for big-city living without scaring people off • Relationship selling that lands major accounts and keeps the pipeline moving • Conference strategy that works pre-event, not just at the cocktail hour
Our Top Three Takeaways
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Corporate housing succeeds or fails on service, not real estate. While the apartment itself is the barrier to entry, Gary is clear that it represents only a small fraction of what defines a great stay. The real differentiator is hospitality-level service: constant communication, fast problem resolution, and setting expectations when things inevitably go wrong. Corporate housing, in his view, should be run like a 24/7 hospitality operation, not a passive real estate business.
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The first day of a stay determines everything that follows. Move-in is the most critical moment in the guest experience. Furnished Quarters invests heavily in inspections, buffer days between stays, detailed arrival instructions, and proactive outreach after arrival. Many complaints can be avoided entirely by over-preparing for that first impression and by addressing small issues before they turn into frustration.
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Strong relationships and preparedness outperform tactics in sales and growth. Whether discussing conferences, entertainment clients, or long-term partnerships, Gary emphasizes that success comes from relationship selling and advance work. Deals are rarely made by chance. They are built through consistent presence, pre-scheduled meetings, local involvement, and long-term commitment to the market. This same mindset applies operationally when things go wrong: recovery and trust-building matter more than perfection.
Gary Brown on LinkedIn https://www.linkedin.com/in/gary-brown-b324512/
Furnished Quarters https://www.furnishedquarters.com
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Stacy Garcia is a designer, entrepreneur, and trend forecaster known for bold patterns and a sharper-than-average crystal ball. She built a multimillion-dollar textile studio serving hospitality and residential design worldwide. Susan and Stacy talk about palette, pattern, and personalization.
• The secret life of hotel lobby books • Why surface pattern design trains you to think bigger than walls • Analog printing's quiet comeback and why faster sometimes beats newer • How digital manufacturing unlocked murals, customization, and creative freedom • Why "home away from home" might be the wrong goal for hotels • How QVC teaches you to sell in 30 seconds or less • The real shift away from millennial gray toward warmth and richness • Why design fads age badly in hotels, and what to do instead • The future: opulent heritage, jewel tones, and warmth
Our Top Three Takeaways
- Hospitality design should create fantasy, not mimic home
Hotels succeed when they offer guests something they cannot or would not do at home. From the early days of themed Las Vegas hotels to today's boutique and luxury properties, the goal is escapism, inspiration, and emotional impact rather than comfort-driven familiarity. The "home away from home" mindset limits creativity and dilutes value, especially when guests are paying premium rates for a distinct experience.
- Design decisions should allow for evolution, not permanence
Hospitality spaces live longer than most design trends. The strongest properties are designed with flexibility in mind, allowing certain elements to evolve over time without requiring a full renovation. By identifying areas that can be refreshed, remerchandised, or reinterpreted as guest expectations shift, hotels can stay current while protecting long-term investment and brand consistency.
- Color is the most powerful, cost-effective design lever
Color is the first thing people register in a space and has a deep psychological impact. Hospitality is moving away from the long era of gray and blue toward warmer neutrals, earth tones, jewel tones, and heritage-inspired palettes. While the industry moves more slowly than residential, thoughtful use of color can create an immediate emotional impact without requiring a major capital investment.
Stacy Garcia on LinkedIn https://www.linkedin.com/in/stacygarcia/
Stacy Garcia Design Studio https://stacygarciainc.com/
LebaTex https://www.lebatex.com/
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https://www.topfloorpodcast.com/episode/27
Kipp Lassetter is a former ER physician turned health-tech founder, hotel owner, and gas-station-barbecue legend who now runs RBN, a luxury real estate referral and rewards platform. He's on the show to unpack how he thinks about building and selling businesses, turning "boring" transactions into unforgettable experiences, and why the right real estate agent matters more than any points haul. Susan and Kipp talk about loyalty and rewards.
• What really connects ER medicine, healthcare IT, hotels, and a gas-station-turned-destination barbecue joint
• Why Kipp bought a "bad" gas station and the mindset he used to turn it into a must-visit moneymaker
• A simple framework for deciding when to hold a business for cash flow versus when to sell and move on
• How RBN quietly taps a standard real estate referral fee and turns it into "guilt-free" reward points for buyers and sellers
• What RBN is learning about keeping rewards meaningful in an era of overcrowded lounges and points inflation
• How AI will supercharge loyalty with hyper-personalized offers and smarter "gamification" of points for both brands and members
Our Top Three Takeaways
- RBN turns real estate transactions into meaningful, high-value rewards.
Kipp explains that RBN uses the agent referral fee to give buyers and sellers a massive amount of reward points—often enough for a safari, Japan trip, or other bucket-list travel. The model reframes home buying as a chance to earn "guilt-free" experiential rewards rather than just a stressful financial transaction.
- A great real estate agent matters more than any number of points.
A core philosophy of RBN is that no reward can overcome a bad real estate experience. The company puts significant emphasis on vetting and selecting top-performing agents first; the points are "icing on the cake," not the main event.
- The future of loyalty is hyper-personalized, AI-driven experiences.
Kipp predicts that AI will rapidly transform loyalty programs by tailoring offers to individual members—think curated experiences based on personal interests, bucket-list items, and dynamic point optimization. He also notes the challenge of welcoming new members without making elite status feel unattainable.
Kipp Lassetter on LinkedIn https://www.linkedin.com/in/kipp-lassetter-md-1aa499b/
RBN Rewards https://www.rbnrewards.com/
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Steven Rubin is the CEO of Collared Martin Hospitality, the management company behind Faraway Hotels, with a career that's zigzagged from overnight manager at a 600-room Marriott in 1999 New York City to revenue strategy trailblazer and culture-first leader. He's helped open and grow iconic lifestyle hotels at Kimpton, led across operations, asset management, and hospitality tech, and now steers an independent, experience-obsessed brand expanding from Nantucket and Martha's Vineyard into Sag Harbor and Jackson Hole. Susan and Steve talk about muses, markets, and management—brand-building.
What You'll Learn About:
• How to think about the "best" path to GM in different segments, from luxury F&B to commercial
• What overnight shifts in late-90s New York teach you about composure, guest recovery, and not losing your mind
• Why Steven moved from front desk chaos to revenue zen, and how that one decision rewired his whole career
• Why Collared Martin is betting on high-barrier leisure markets like Nantucket, Martha's Vineyard, Sag Harbor, and Jackson Hole
• The madness and method of onboarding 26 tech systems in a brand-new management company
• How Faraway's fictional female muses shape design, rituals, and guest touchpoints in each destination
• Where AI can actually enhance a stay (hello, smarter pre-arrival notes) and where lazy prompts will absolutely backfire
• The one thing Steven would change about hotel management companies: caring more loudly, clearly, and courageously
Our Top Three Takeaways
- Leadership Begins With Self-Awareness and Empathy
Steven's stories from overnight relocations in New York City to his Kimpton-era emotional intelligence training highlight one central theme: great hospitality leadership starts with understanding people. His guiding principle, "seek first to understand, then to be understood," shapes how he handles guests, conflict, and his executive team's two-word check-ins. This human-centered approach influences Collared Martin Hospitality's culture and his belief in caring deeply for employees and guests.
- Place-Based Storytelling Creates Brand Magic
The Faraway brand's muses, fictional women inspired by each destination, guide design, rituals, service cues, and even pre-arrival moments. This narrative framework ensures that each hotel feels rooted in its location rather than created from a template. Steven's examples, including Susan Bloomfield, the pirate captain in Nantucket, show how authentic local storytelling can inform guest experience without becoming cheesy or generic.
- Seasonal Markets Require Creative Multi-Sensory Training and Talent Strategies
Operating in high-barrier leisure destinations means rebuilding teams every year. Steven is developing a multi-sensory training model that blends visual, auditory, kinesthetic, and cognitive learning to rapidly onboard seasonal staff from around the world. His openness about still learning, experimenting, and adjusting systems, including onboarding 26 technology platforms in a single month, offers practical ideas for hotels that work with seasonal labor or rapid openings.
Steven Rubin on LinkedIn https://www.linkedin.com/in/stevenmrubin/
Collared Martin https://www.collaredmartin.com/
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Franck Desplechin is a French-born chef turned luxury hotel food and beverage executive, with roots in Michelin-starred kitchens and brands like St. Regis and Auberge Resorts. After running iconic properties (including a wild Sedona chapter with his wife as co-leaders), he launched a nationwide task force and consulting practice and distilled his "chef mindset" leadership style into a book. Susan and Franck talk about building healthy, high-performing teams in high-pressure environments.
What You'll Learn About:
• Lessons from a 15-year-old apprentice about reliability, humility, and showing up that still matter in the C-suite • Navigating partnership when you and your spouse run the hotel together without killing each other (or the vibe) • How COVID, quarantine, and a pregnant partner forced a workaholic to completely rearrange his priorities • What the "chef mindset" really is and how to use adversity, rejection, and pressure as a leadership training ground • Spotting when your culture is out of balance between guest experience and employee experience • Rethinking "we have jobs because we have guests" and flipping it to a culture-first, people-first philosophy • What task force really looks like behind the scenes and how elite consultants show up differently than the average fill-in • Serving what the property needs vs pushing what you think they should fix as an external expert • Meetings that should absolutely die and how to spot the recurring time-wasters with zero impact • Simple daily rituals that build loyalty, like the 15-minute "hello tour" that makes your team feel seen • Where luxury F&B is headed next and why fewer, better outlets may beat "infinite options" for modern travelers
Our Top Three Takeaways
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Leadership in luxury F&B is shaped early, and built on discipline, humility, and constant learning. Franck traces his approach to leadership back to the foundations laid in Michelin-starred kitchens: showing up on time, staying coachable, being reliable, and remaining a lifelong student of hospitality. These habits, formed at age 15, still anchor his leadership today.
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Task force success hinges on humility, flexibility, and meeting properties where they are. High-performing task force leaders don't walk in trying to fix everything. They focus on what the hotel truly needs, adapt to existing team culture, assess emotional dynamics, and provide continuity during leadership gaps. Ego and personal agenda have no place in effective interim leadership.
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Luxury F&B's future is fewer outlets, sharper concepts, and deeper employee focus. Franck predicts a shift away from sprawling multi-outlet hotels toward tighter, more exceptional concepts, because guests increasingly value quality over variety and seek local experiences. He also argues that employee satisfaction should be measured and prioritized with the same rigor as guest satisfaction, because the guest experience depends on it.
Franck Desplechin on LinkedIn https://www.linkedin.com/in/franck-desplechin/
Franck's Website https://www.cheffranck.com/
Other Episodes You May Like:
08: King Sheet Parachute with Justin Genzlinger https://www.topfloorpodcast.com/episode/08
174: Apron on a Fence with Mitch Prensky https://www.topfloorpodcast.com/episode/174
185: Squash Milk with Steve Fortunato https://www.topfloorpodcast.com/episode/185
Christin Marvin is a hospitality lifer who's opened 13 restaurants, run high-performing teams from the Broadmoor to booming Denver concepts, and survived both burnout and a failed ownership venture. Today she's an author and host of the Restaurant Leadership Podcast, helping operators master openings, ownership, and operator optimization. Christin and Susan talk about leadership, systems, and sustainable growth.
What You'll Learn About:
Why "tour guide" servers beat order-takers every time and how that shapes guest loyalty
What 13 restaurant openings will teach you about systems, creativity, and controlled chaos
How a failed French concept exposed dangerous blind spots around ego, pricing, and ignoring guest feedback
The difference between promoting loyal people and intentionally building the leadership team your business actually needs
What Christin's "Independent Restaurant Framework" is and how it helps owner-operators scale without burning out
A simple, scrappy way to build a training program even if you feel like you have zero time and zero HR department
The tiny 15-minute weekly habit that improves retention, surfaces problems early, and makes your team feel genuinely seen
What owners get wrong about "not being able to find good people" and how to actually develop the ones you already have
Why in-person dining experiences are about to matter more than ever in a tech-obsessed, convenience-driven world
Our Top Three Takeaways
- Sustainable restaurant growth requires systems—not loyalty alone.
Christin stresses that independent operators often scale based on emotion and loyalty, but true success comes from intentionality: hiring for the right roles, building systems, developing people, and removing ego from decision-making. Loyalty without structure is expensive and risky; systems create stability and scalability.
- Owners who succeed are the ones willing to ask for help and confront what's not working.
She sees a clear divide in the industry: burned-out long-timers vs. newer operators who admit gaps, seek guidance, and make data-driven decisions. Progress begins when owners get honest about their shortcomings and stop trying to be experts in everything.
- Training and people development are non-negotiable for retention and guest experience.
Post-pandemic staffing requires intentional training—even simple, imperfect programs created by lead staff. Christin recommends weekly 15-minute one-on-ones as a powerful retention tool and argues that leaders must slow down, listen, and invest in people if they want to keep talent and deliver great hospitality.
Christin Marvin on LinkedIn https://www.linkedin.com/in/christin-marvin/
Solutions by Christin https://christinmarvin.com/
Other Episodes You May Like:
221: Unsubtle Resignation with Brady Lowe https://www.topfloorpodcast.com/episode/221
129: Boo-Boo Sugar with Jason Brooks https://www.topfloorpodcast.com/episode/129
85: Fake Wedding Officiant with Michael Cecchi-Azzolina https://www.topfloorpodcast.com/episode/85
Brady Lowe is a connector, educator, and experience-maker who founded Taste Network and the nonprofit Piggy Bank, spending more than two decades building unforgettable collaborations between chefs, farmers, hotels, and brands. Through his Next 10 coaching and accelerator hub, Brady helps hospitality founders design smarter events, deeper guest relationships, and sustainable revenue with a focus on pairings, playbooks, and pre-visit engagement. Susan and Brady chat during this special in-person episode, recorded at The Pub at EAV.
• How to use Facebook groups, comments, and DMs to attract sports fans and turn them into faithful regulars • Why "11 to 35 micro-interactions" often have to happen before a guest spends a dollar with you • Ways to make your social media as personal and welcoming as your host stand or bar top • The origin story of Taste Network and how a single wine-and-cheese pairing can shape an entire career • How to think about guest engagement as "relationship currency" that carries your brand through tough times • What a strong pre-visit engagement sequence looks like for restaurants, hotels, and bars • Practical examples of surprise-and-delight moments that guests can replicate at home and rave about for months • How to turn recipes, rituals, and house favorites into high-value digital giveaways that build your email list • Why most hospitality social media fails (and what to ask your social media person about actual revenue) • How to download your Instagram data and use AI to audit what's working and who your real audience is • What to expect from the 2026 World Cup in terms of premium experiences, demand, and guest expectations • The key non-negotiables Brady uses to design memorable F&B experiences: surprise, emotional sequencing, and human connection
Our Top Three Takeaways
- Engagement before the visit is the new battleground for hospitality success.
Brady argues that guest engagement must begin long before someone walks through the door. Restaurants and hotels should treat Instagram and their websites as extensions of the front door—places where you start building relationship equity. A simple "hello," a thoughtful comment, or an acknowledgment of someone's interaction can fundamentally shift how guests perceive your brand once they arrive. Most brands post but don't connect, and that is the biggest miss today.
- Hospitality operators need training, tools, and intentionality around social media—and most don't have it.
He's adamant that restaurants and hotels rarely train their teams to engage digitally. Social media isn't just a marketing channel; it's a hospitality channel. He encourages leaders to audit their digital presence, use tools like ChatGPT to evaluate Instagram data, create value-focused lead magnets (recipes, techniques, guides), and measure whether social efforts actually drive revenue. Without this skill set, the business model is incomplete.
- First-time "transformational moments" are at the heart of memorable hospitality.
From his earliest career epiphany—watching a guest have a life-changing food experience—to building Taste Network and Next 10, Brady centers everything around delivering unforgettable moments. His non-negotiables: surprise, carefully sequenced emotional storytelling, and genuine human connection. These principles apply whether you're designing an event, launching a restaurant, or building community—and they're key to earning loyalty and sustaining brands through peaks and valleys.
Brady Lowe on LinkedIn https://www.linkedin.com/in/tastenetwork/
Taste Network https://tastenetwork.com/
The Pub at EAV https://www.eavpub.com/
Other Episodes You May Like:
129: Boo-Boo Sugar with Jason Brooks https://www.topfloorpodcast.com/episode/129
86: Fist Bump Welcome with Mary Mattson-Quagliana https://www.topfloorpodcast.com/episode/86
85: Fake Wedding Officiant with Michael Cecchi-Azzolina https://www.topfloorpodcast.com/episode/85
Michael Broadhurst is the Chief Operating Officer at StepStone Hospitality, a lifelong hotelier who sprinted from dish pit to nightclub manager to senior posts with Marriott, Starwood, Crestline, and Crescent. He opened the Westin Reston, later led the Westin Arlington Gateway, and built a reputation for turnarounds driven by culture, coaching, and cross-discipline training. Susan and Michael talk about teams, transitions, and top-line revenue.
What You'll Learn About:
• Why quick, personal, and approachable service beats fancy food every time
• How learning Rooms turbocharges a hotel career
• The Westin Arlington Gateway story—and how to revive a once-beloved flagship
• Culture first: rebuilding teams before chasing scores and stars
• When to walk away from an owner deal and the integrity lines you don't cross
• Why management-company churn is rising, and how to avoid becoming a commodity
• A step-by-step takeover playbook that calms nerves and kills rumors
• Sales x Ops, not Sales vs Ops
• The full-service future: experiential stays, destination F&B, and activated spaces
• Solving owner–brand–operator misalignment
Our Top Three Takeaways
- Culture Comes First in Turnarounds
When taking over a newly transitioned or underperforming hotel, Michael's first priority is always stabilizing the team and rebuilding culture. He emphasizes transparency, reassurance, and respect, meeting with associates early to address fears about job security, benefits, and pay. His philosophy mirrors the Marriott fundamental: take care of your associates, and they'll take care of your guests.
- Integrity and Fit Matter More Than Growth
Michael insists that StepStone walks away from deals that don't align with their values. He's clear that integrity and impact outweigh expansion, rejecting "numbers on paper" deals or partnerships without shared ethics. His approach to ownership relationships is built on honesty, ROI clarity, and long-term collaboration. He'd rather under-promise and over-deliver than chase short-term wins.
- The Future of Full-Service Hotels Is Experiential
Looking ahead, Michael predicts that full-service hotels will survive by becoming destinations, not just places to stay. Success will depend on differentiated experiences like vibrant F&B concepts, live entertainment, wellness and fitness activation, and localized service that connects emotionally with guests. He believes traditional "three-meal" models are obsolete; the new era of full service is about lifestyle, energy, and creating a sense of place that guests (and locals) seek out.
Michael Broadhurst on LinkedIn https://www.linkedin.com/in/michael-broadhurst-13626b5/
StepStone Hospitality https://www.stepstonehospitality.com/
Other Episodes You May Like:
202: Casino Money Bag with Liz Dahlager https://www.topfloorpodcast.com/episode/202
193: Room for Trouble with Scott Roby https://www.topfloorpodcast.com/episode/193
112: No 7 AM Breakfasts with Leticia Proctor https://www.topfloorpodcast.com/episode/112
In this special episode of Top Floor, Susan talks with three founders whose products made this year's Hospitality Holiday Gift Guide. Michael Albert from Hotel Humor, Megan Grant Pederson from Cherish Tours, and Jim Higley from Puffer Hug each share the story behind their companies and why their creations make meaningful gifts for hoteliers, travelers, and hospitality pros. Tune in for cozy ideas, thoughtful experiences, and hospitality-themed treats for everyone on your list.
Michael Albert on LinkedIn https://www.linkedin.com/in/michael-a-albert/
Hotel Humor https://hotelhumor.com
Megan Grant Pederson on LinkedIn https://www.linkedin.com/in/megan-grant94/
Cherish Tours https://www.gocherishtours.com/
Jim Higley on LinkedIn https://www.linkedin.com/in/jimhigley/
Puffer Hug https://pufferhug.com/
Taylor Scott is a hospitality lifer turned leadership coach who cut his teeth at Walt Disney World, led sales at Disney Vacation Club, and earned his MBA from Cornell's Hotel School. He's the author of Lead with Hospitality and the leadership fable Give Hospitality, translating world-class service principles into practical playbooks for teams. Susan and Taylor talk about connection, culture, and coaching.
What You'll Learn About:
• Why "don't reply to everything" is terrible leadership advice.
• How sales and leadership mirror each other: build trust fast, influence behavior faster.
• The Connect–Serve–Engage–Inspire framework you can run on a busy lobby shift.
• LEAD as a service checklist: Listen, Educate, Act, Deliver.
• The mindset shift from SOP security blanket to entrepreneurial trial-and-error.
• Grad school's real ROI: "building shelves" in your brain + a global network.
• How to lead high achievers with the 3 C's: Choice, Competence, Community.
• "Guest first, team always" and "Purpose over policy" as decision filters.
• Turning fear-based flailing (hello, mushroom panic) into guest-centered choices.
• Why the next leadership frontier is re-teaching human connection in an AI world.
Our Top Three Takeaways
- Leadership and Sales Share the Same Core: Connection and Influence
Taylor makes the case that sales is leadership, and leadership is sales. In both roles, success depends on making people trust and like you quickly, then inspiring them to take action. His "Lead with Hospitality" framework — Connect, Serve, Engage, Inspire — provides a clear path for achieving this in daily operations: connect with people on a human level, serve them first, engage with generosity and purpose, and inspire them through storytelling and authenticity.
- The Best Leaders Create Environments for Motivation
Drawing from the self-determination theory, Taylor explains that people become self-motivated when they experience choice, competence, and community — his "three C's." High achievers, in particular, thrive when leaders give them autonomy, recognize their expertise, and foster a sense of belonging. Leadership isn't about control; it's about designing the conditions where people can thrive.
- Purpose Over Policy: Leading with Humanity
From his experiences at Disney and Cosmopolitan, Taylor emphasizes two enduring leadership mantras: "Guest first, team always" and "Purpose over policy." Great leaders prioritize people and purpose over rigid rules, empowering teams to make guest-centered decisions. As hospitality evolves with AI and generational change, Taylor predicts the next frontier of leadership will be relearning how to connect on a human level — teaching empathy, conversation, and connection in an increasingly digital world.
Taylor Scott on LinkedIn https://www.linkedin.com/in/tscott1502/
Lead with Hospitality https://leadwithhospitality.com/
Other Episodes You May Like:
179: Bridal Suite Sweethearts with James Ferguson https://www.topfloorpodcast.com/episode/179
118: Grief-Stricken Audience with Christine Trippi https://www.topfloorpodcast.com/episode/118
129: Boo-Boo Sugar with Jason Brooks https://www.topfloorpodcast.com/episode/129
Lisa Holladay is the first Chief Experience Officer at TIGER 21, where she crafts learning, access, and connection for a global community of ultra-high-net-worth, largely first-generation entrepreneurs. Formerly the global brand leader for The Ritz-Carlton and a luxury portfolio lead at Marriott, Lisa brings a rare guest-centric lens to designing unforgettable moments online and off. Susan and Lisa talk about privacy, personalization, and peer-to-peer power.
What You'll Learn About:
• How Shakespeare and student teaching shaped Lisa's storytelling superpowers
• The pantyhose policy heard 'round the world
• Why "over-engineered" hotel rooms (hi, mystery nightlights) kill delight
• Turning virtual events from sleepy streams into sparky, small-group salons
• TIGER 21's Learn–Access–Connect framework for members who "have everything"
• Designing money-can't-buy moments (like lunch on a Costa Rican cane-sugar farm)
• Hosting without being subservient: "ladies and gentlemen serving ladies and gentlemen," updated
• Measuring what matters: retention, sold-out events, and the "you can feel it" factor
• The next luxury frontier: invisible security and privacy as core experience
• Breaking the ballroom mold—escaping the sea of sameness in event design
Our Top Three Takeaways
- Storytelling and Empathy Are the Heart of Hospitality
Lisa traces her career from Shakespearean acting to luxury marketing, showing that storytelling, performance, and understanding your audience are universal skills. Whether crafting a brand narrative or leading a guest experience, she believes the best hospitality professionals think like empathetic storytellers—anticipating needs, creating emotional resonance, and delivering "the right kind of drama."
- Exceptional Experiences Are Built on Authenticity and Human Connection
From Ritz-Carlton to Tiger 21, Lisa emphasizes that the most meaningful luxury isn't opulence—it's authenticity, access, and connection. At Tiger 21, she and her team design "money-can't-buy" moments that surprise even ultra–high-net-worth members, like an unglamorous but deeply human visit to a family-run cane sugar farm. Whether at a five-star resort or a midmarket hotel, she believes memorable experiences come from personal touches, genuine local insight, and small gestures that foster belonging.
- The Future of Luxury Is Privacy, Security, and Individualization
Lisa predicts that true luxury will soon be defined by safety and discretion as affluent travelers become increasingly protective of their digital and physical privacy. She calls on the industry to go beyond superficial personalization and cookie-cutter design—to innovate around invisible service, security, and emotional intelligence. Her "magic wand" wish is to see hospitality move away from sameness and toward transformative, one-of-a-kind experiences that feel both safe and singular.
Lisa Holladay on LinkedIn https://www.linkedin.com/in/lisaholladay01/
TIGER 21 https://tiger21.com/
Other Episodes You May Like:
165: Purple Flower Luxury with Florence Li https://www.topfloorpodcast.com/episode/165
210: Six Months at the Waldorf with Josh Kremer https://www.topfloorpodcast.com/episode/210
29: Buzz Sawed Tables with Marc Eliot https://www.topfloorpodcast.com/episode/29
Jake Zwaagstra is the CEO of TriCelta Development and a veteran builder of complex hospitality projects from the Las Vegas Strip to tribal mega-developments. He's worked both GC-side and owner-side, translating vision into budgets, drawings into buildings, and chaos into opening days. Susan and Jake talk about function over flair and momentum over mayhem.
What You'll Learn About:
• The owner's-eye view that changes everything about building
• Lessons hotel development can steal from nuclear projects
• The real difference between a project manager and a development manager
• What developers actually do day to day on hotel builds
• Smart ways to stay ahead of supply-chain chaos
• Why front-desk mockups save years of operator frustration
• The three-part formula for better design decisions
• How model rooms power everything from IT to marketing
• Why tech-forward hotels still need human touch
• How to rescue a luxury project from $1,100-per-foot wallpaper
Our Top Three Takeaways
- Development Management Is More Than Construction
Jake distinguishes development management from project management—it's about guiding the project from concept to completion, not just managing timelines and contractors. His team's role is to translate an owner's vision into an operationally sound, financially viable, and buildable reality. They stay several steps ahead of potential roadblocks—whether that's tariffs, supply chain issues, or union disputes—to keep the project moving and protect the owner's investment.
- Function and Long-Term Operations Trump Aesthetics
Jake's philosophy is clear: never "value engineer" something that affects the operator's ability to run the property. Early decisions—like front desk ergonomics, model room mockups, and material choices—should be made with the day-two operator in mind. He prioritizes function over form, lead time over looks, and performance over preference to ensure hotels are built to operate smoothly and sustainably long after the ribbon-cutting.
- Communication and Accountability Are the Secret Weapons
Lessons from outside hospitality, such as his experience building a nuclear enrichment facility, reinforced Jake's belief in over-communication and structured accountability. His "Plan of the Day" approach—daily 15-minute check-ins to clarify goals and track follow-through—keeps massive projects aligned and moving. That same mindset applies to hospitality development: clear expectations, daily progress, and follow-up ensure no one loses sight of the big picture, even on complex, multi-year builds.
Jake Zwaagstra on LinkedIn https://www.linkedin.com/in/jacob-zwaagstra/
TriCelta Development https://www.triceltadevelopment.com/
Other Episodes You May Like:
57: Teddy Ruxpin Witchcraft 🧸🧙♀️ with Renee Bagshaw https://www.topfloorpodcast.com/episode/57
167: Compost, Compost, Compost with Amy Wald https://www.topfloorpodcast.com/episode/167
119: Never Check Bag with Scott Lamont https://www.topfloorpodcast.com/episode/119
Ashley Ching is the founder and CEO of InHaven, a company standardizing vacation rentals with hotel-grade essentials and service. After 13 years at Tiffany & Co., she saw how consistent standards create unforgettable experiences and brought that rigor to short-term rentals. Susan and Ashley talk about standards, scale, and service.
What You'll Learn About:
• How a free research study can turbocharge credibility, conferences, and customers
• What Tiffany's playbook taught Ashley about pairing consistency with authenticity
• How Westin's Heavenly Bed reset guest expectations across an entire industry
• The five pillars great operators share—and the warning signs when each starts wobbling
• How grouping by shared demand drivers sharpens ops and marketing
• Why too many owners tank speed, focus, and sanity
• Why empowered on-the-ground pros outdeliver policy-bound HQs
• How hospitality hits dis-economies of scale and where the hidden labor costs lurk
• How a new vacation-rental quality framework helps guests know what they're booking
Our Top Three Takeaways
- Consistency + Authenticity = Guest Trust
Ashley draws on her Tiffany & Co. background to show that hospitality success hinges on balancing certainty (clear, dependable standards) with authenticity (local character and uniqueness). Just as Westin's Heavenly Bed redefined consistency in hotels, In Haven is working to create a reliability framework for vacation rentals so guests know what to expect without losing the charm of individual homes.
- The Five Pillars of Successful Hospitality Management
From her case study of Vacasa, Aimbridge, and decades of roll-ups before them, Ashley identified five pillars that predict whether management companies succeed or fail:
Curated portfolio (avoiding too many "bad apples"),
Properties grouped by similar demand drivers,
Limited number of owners,
Local-oriented operations,
Empowered hospitality professionals. When these pillars erode—especially through over-centralization or owner overload—companies face churn, brain drain, and eventual collapse.
- Bigger Isn't Always Better: Diseconomies of Scale in Hospitality
Contrary to the industry's obsession with scale, Ashley's research shows that large property managers often face rising costs rather than savings. Unlike manufacturing, where size brings efficiency, hospitality is labor-intensive and complexity grows with scale. More units mean more staff layers, owner demands, and overhead—leading to diseconomies of scale instead of the promised efficiencies.
Ashley Ching on LinkedIn https://www.linkedin.com/in/ashley-ching-inhaven-b56a843/
InHaven https://inhaven.com/
GET THE CASE STUDY HERE https://inhaven.com/case-study/
Other Episodes You May Like:
145: Chamber of Commerce with Alex Alioto and Noel Russell https://www.topfloorpodcast.com/episode/145
48: Go At It Boldly with Alex Husner and Annie Holcombe https://www.topfloorpodcast.com/episode/48
106: Hot Tub Bandits with Annie Sloan https://www.topfloorpodcast.com/episode/106
Al Lagunas is the co-founder of Levee, an AI-driven vision-and-voice platform that converts room inspections into verified data and automated workflows. A first-generation Mexican American from Chicago, Al's people-first lens was shaped by his mom's hotel housekeeping career. Susan and Al talk about pitching, personalization, and productivity.
What You'll Learn About:
• How physical and digital products sell differently
• Lessons from scaling a startup
• The people-first lens Al brings from his family's housekeeping roots
• "Time to Value" as the overlooked metric in hotel ops
• How Levee's one-button vision and voice AI verifies room setup
• Real-time feedback that gets new housekeepers to three-month performance by their fourth room
• Closing the personalization fulfillment gap
• The near-future mix of human teams plus AI agents and robotics
Our Top Three Takeaways
- Time to Value Is More Important Than "Training Time"
Al reframed the industry's labor challenge: the real problem isn't a shortage of workers, but how quickly hotels can turn new hires into valuable contributors. Instead of focusing on a 10–20 day training period, operators should measure "time to value"—how fast a team member begins producing quality work. Using Levy's AI-assisted inspections, new housekeepers reached the performance level of 3–6 month veterans after cleaning just four rooms, which radically reduces onboarding friction.
- Personalization Requires Operational Fulfillment, Not Just Data
Guest personalization has long been a "white whale" in hospitality, but Al emphasized that data alone isn't enough. Knowing a guest's coffee preference or pillow type doesn't matter unless the front-line team can reliably act on it. Levy addresses this by making room setup checklists dynamic and verifiable, turning guest data into consistent fulfillment. This shifts personalization from an abstract idea to a repeatable process embedded in daily operations.
- The Workforce of the Future Will Be People + AI Agents
Al predicts that hotel back-of-house teams will evolve into a hybrid workforce of humans, AI agents, and robotics. Instead of viewing AI as a replacement, he sees it as an extension of labor—helping staff complete inspections, surface data, and automate tasks. This diversification enables leaner, more efficient teams while also opening the door for new types of roles and responsibilities as hospitality operations modernize.
Al Lagunas on LinkedIn https://www.linkedin.com/in/allagunas/
Levee https://www.levee.biz/
Other Episodes You May Like:
206: Cater Waiter Diss with Steven Moore https://www.topfloorpodcast.com/episode/206
105: Front Desk Romance with Nima Anvar https://www.topfloorpodcast.com/episode/105
54: Surprise Platter with Stephen Burke https://www.topfloorpodcast.com/episode/54
Bill Fanning is an Austin-based software leader turned hospitality-tech exec who's led revenue and sales across VC-backed, public, and PE-owned companies. After falling for the community-building power of restaurants and hotels, he brought his scale-with-discipline mindset to Stayntouch, a PMS for independent hotels and multi-property portfolios. Susan and Bill talk about tech rollouts without heartburn and career pivots with purpose.
What You'll Learn About:
• How different funding models shape company growth.
• Why hotels and restaurants are the original social networks.
• What drove Bill from social media into hospitality tech.
• What it takes to roll out 140 hotels in 90 days.
• Why culture change is harder than technology change.
• Why listening beats talking in sales.
• Why hospitality expertise matters in selling software.
• How AI may reshape hotel tech—and where it falls short.
• Why hotels resist new tech and how that's changing.
• How hotel skills translate into careers beyond the industry.
Our Top Three Takeaways
- Hospitality as the Original Social Network
Bill highlighted that long before digital platforms, restaurants and hotels served as true community builders—what he calls the "OG social media." These spaces create authentic human connection, culture, and shared experiences in ways that digital networks can't replicate. His career shift from social media technology into hospitality tech reignited his passion for building community through real-world venues.
- Sales Skills Are Transferable, but Domain Expertise Matters
While strong sales fundamentals—communication, listening, negotiation—apply across industries, selling strategic hospitality software requires a deep understanding of hotel operations. Bill emphasized that hoteliers often underestimate the value of their own experience: running complex properties gives them an expertise that's far more difficult to teach than sales technique. He believes hospitality professionals can thrive in tech by pairing their domain knowledge with learned sales skills.
- Tech Change Is About Culture, Not Just Software
When hotels adopt new property management systems (PMS), the biggest hurdle isn't the technology itself but the cultural change required to embrace new processes. Intuitive design, hands-on training, and creating internal champions are key to adoption. Looking ahead, Bill predicts AI will accelerate tech development, but he cautions against replacing human support with bots too quickly—hospitality still depends on personal, human connection.
Bill Fanning on LinkedIn https://www.linkedin.com/in/billfanning1/
Stayntouch https://www.stayntouch.com/
Other Episodes You May Like:
103: Comedy Legend Thwarted with Jeanelle Johnson https://www.topfloorpodcast.com/episode/103
133: Stranded in the Rain with Frank Reeves https://www.topfloorpodcast.com/episode/133
98: Snapped Tow Rope with Craig Everett https://www.topfloorpodcast.com/episode/98
Debbie Feldman literally grew up in hotels—her father founded Embassy Suites—and she’s since worn almost every hat: GM, asset manager of a 45-hotel portfolio, and co-founder of TCOR Hotel Partners. She’s led high-profile repositionings (hello, Fairmont Copley Plaza) and recently teamed with Hotel B School to build a pragmatic course on hotel investment. Susan and Debbie talk about buying basics, budget brass tacks, and booking blend.
🔔 Call Button Q: When staff ask, “Is the hotel for sale?”—lead with candor. 🎓 From GM to DOS (on purpose): Debbie took a “demotion” into sales to prove she could do it—and did.
🧾 Revenue vs. profit reality check: Early in her career, even as a GM, she admits the focus stopped at GOP.
🛑 Brand showdown: As an asset manager, Debbie hired an outside sales trainer for brand-managed hotels, got a cease-and-desist… then watched the brand adopt the same trainer chain-wide.
💸 How her group dodged COVID cash calls: Maxed every eligible relief program early, kept leverage conservative (~65%), and worked closely with a relationship lender for forbearance. Discipline > drama.
🏫 Hotel B School course—who it’s for: GMs who want to speak “owner,” ops pros eyeing the real-estate side, and commercial leaders (sales/rev) aiming at development.
📈 Rate, occupancy & flow-through—what owners actually want: It’s not “team rate” or “team occupancy.”
🧠 Deal thesis 101 for GMs: Know the hold period, cap rates, and likely exit timing so your capital asks match ownership’s lifecycle.
🪄 Debbie’s magic wand for NOI: Win more lowest-cost demand—local negotiated accounts + direct/brand-site booking.
Our Top Three Takeaways
- Owners Value Transparency and Alignment
Debbie emphasized that honesty is always the best policy when staff ask tough questions, like whether a hotel is for sale. She explained that owners prefer to retain staff through transitions and often provide incentives for key leaders to stay on board.
- Think Like an Owner, Not Just an Operator
A recurring theme was the importance of GMs and property-level leaders understanding ownership concepts like hold periods, debt service, NOI, and cap rates. Debbie pointed out that too many managers stop at GOP on the P&L without considering debt, taxes, or insurance. She advised that showing up “like an owner” requires tracking those below-the-line costs and making decisions that reflect the deal thesis, not just short-term RevPAR growth.
- The Path from Hotel Ops to Ownership is Possible and Teachable
Debbie’s own career path, from GM to asset management to ownership, underscored that crossing into the investment side of hospitality is achievable. She created the Hotel B School course to help GMs, revenue leaders, and others make that leap. The course demystifies ownership jargon (IRR, debt service coverage, cap rates) and provides the tools to interview well and contribute strategically. For aspiring owners, the key is moving beyond operations to truly understand how hotels make money for investors.
Debbie Feldman on LinkedIn https://www.linkedin.com/in/debbie-feldman-2932203/
TCOR Hotel Partners https://tcorhp.com/
Hotel B School https://hotelbschool.com/hotel-real-estate/
Other Episodes You May Like:
181: Smoky Light Pole with Tommy Beyer https://www.topfloorpodcast.com/episode/181
184: Hotel Room Saddle with Lan Elliott https://www.topfloorpodcast.com/episode/184
175: $7,000 Vacuums with Micajah Sturdivant https://www.topfloorpodcast.com/episode/175
Mike Messeroff spent three decades in hospitality and was JetBlue’s first intern before swapping corporate partnerships for a life of travel and a career behind the bar. A low point in paradise led him to mindfulness, daily meditation, and ultimately leadership coaching for hospitality executives. Today, he’s launching the Self Hospitality Collective, offering bite-sized audio guidance and practical practices for leaders. Susan and Mike talk about meditation, mindfulness, and modern management.
What You'll Learned About:
• JetBlue’s first intern by “accident”? Mike turns a chance aisle chat with the CEO into a career.
• Daydreaming of beach life? Mike says you’ll pack your baggage either way, so do the inner work first.
• Breckenridge paradox: daily skiing + dream town ≠ joy; anxiety became the wake-up call.
• “Happiness is uncaused.” (Yes, that line stops the show—and your doom-scroll.)
• Self Hospitality = treating yourself like the VIP in your lobby: restocked, respected, and not running on fumes.
• Meditation is non-negotiable. Even 3 minutes builds that “magic gap” between trigger and response.
• Gratitude hack: you can’t be stressed and thankful at the same time.
• For the “no-woo” crowd: real-world ROI—lower cortisol, better focus, fewer dish-smashing meltdowns.
• Micro-practices for brutal days: one conscious breath, a three-minute reset, a mindful reminder (“I’m here to solve problems”).
Our Top Three Takeaways
- Inner Work Comes Before Outer Change
Mike’s story shows that changing your surroundings, whether by moving to a beach in the Caribbean or skiing daily in Colorado, doesn’t guarantee happiness. Wherever you go, you bring yourself with you. True fulfillment comes from addressing patterns like negative self-talk, stress, or self-medication. External shifts may feel exciting, but without the inner work, they won’t resolve deeper struggles.
- Self-Hospitality Is Essential for Leaders
Mike’s concept of self hospitality is about treating yourself like your most honored guest. Just as hoteliers go above and beyond for VIPs, leaders should extend that same care inward: practicing consistent meditation (even for just three minutes), cultivating gratitude, setting clear boundaries, and pursuing personal passions. When leaders nurture themselves, they can give from a place of overflow rather than depletion—ultimately benefiting their teams, guests, and organizations.
- Joy and Happiness Are Our Natural State
Mike emphasizes that happiness is “uncaused," meaning we are born joyful, but stress, fear, and external pressures layer over it. Through mindfulness practices like meditation and gratitude, leaders can reconnect with that natural state and create a “magic gap” between stress and response. This not only prevents burnout but also models healthier, more sustainable leadership in an industry prone to overwork and high stress.
Mike Messeroff on LinkedIn https://www.linkedin.com/in/mikemesseroff/
The Carpe Diem Company https://www.mikemesseroff.com/
Other Episodes You May Like:
130: Guard Dog Negotiations with Melissa Maher https://www.topfloorpodcast.com/episode/130
88: Dating App Surprise with Karen Laos https://www.topfloorpodcast.com/episode/88
192: Fluff and Fold with Shelley Brown https://www.topfloorpodcast.com/episode/192
Josh Kremer is the co-founder of Paradero Hotels, a Baja-born luxury brand blending boutique resorts with destination management to create immersive, off-grid experiences. A classically trained chef who pivoted into real estate private equity, Josh brings both palate and P&L to building small-scale, high-touch hospitality. Susan and Josh talk about remote resorts, resourceful resourcing, and refined service.
What You’ll Learn About:
• From chef whites to term sheets: Josh Kremer’s zigzag from kitchens to Blackstone to founding Paradero Hotels.
• Why “experiential luxury” beats “bikinis + margaritas," and how Paradero designs trips that spill far beyond the property line.
• Off-beach on purpose: picking a site framed by five ecosystems to unlock creative freedom (and way better adventures).
• Oasis IRL: how Baja’s mountains create desert lagoons—and a top birdwatching haven—without cartoon mirages.
• The unsexy backbone of remote hospitality: fiber pulls, buried power lines, backup gen, daily procurement runs, and a fleet of guide-led vehicles.
• Scale by listening: adults-only → groups/events → families → homes; growing to 92 keys while keeping density low.
• Where guests are pointing next: Riviera Maya (not in Cancun), Riviera Nayarit, plus eyes on Oaxaca, San Miguel, and Valle de Guadalupe.
• Hiring where others won’t: local-first, import managers when needed, and invest in great staff housing for a “soft landing.”
• The 10x Rule: whatever effort you think it’ll take, multiply by ten (site selection alone jumped from ~20 to 800!).
• A perfect Paradero day: sunrise views → surf coaching → chef-driven breakfast → pool + temazcal → farm tasting → cliffside sunset → stargazing net.
- Expect 10x More Work Than You Think
Josh stresses what he calls the “10x rule”: however much effort you think a project will take, multiply it by ten. From evaluating 800 sites before selecting one to interviewing 20 architects before choosing a partner, the reality of launching a hospitality venture is far more demanding than anyone could have anticipated. The lesson applies broadly: if you’re starting something ambitious, prepare for an order of magnitude more persistence, patience, and problem-solving than your first instinct suggests.
- Culture Shapes Business—and Guest Experience
Having lived in both Mexico and the U.S., Josh highlights how family-centric culture in Mexico contrasts with the U.S.’s emphasis on individualism. Understanding and respecting those differences helps him build both teams and guest experiences. The broader takeaway: Leaders who work across borders, or even within different communities, need to tune in to local cultural values. This can guide not only how you manage staff but also how you design meaningful customer experiences.
- Operating in Remote or Nontraditional Locations Requires Creative Infrastructure
Running a semi-remote property is as much about mastering logistics as it is delivering luxury. Josh described pulling fiber from a distant city, burying power lines to protect the guest experience, and organizing daily supply runs. The big lesson is that unconventional opportunities often require unconventional solutions. If you’re drawn to an out-of-the-box idea, success may depend on investing early and heavily in the unglamorous operational backbone.
Josh Kremer on LinkedIn https://www.linkedin.com/in/joshua-kremer-bb904a26/
Paradero Hotels https://www.paraderohotels.com/
Other Episodes You May Like:
159: 15-Day Career with Gustavo Viescas https://www.topfloorpodcast.com/episode/159
165: Purple Flower Luxury with Florence Li https://www.topfloorpodcast.com/episode/165
74: Calm and Nurturing Ghost with Trisha Pérez Kennealy https://www.topfloorpodcast.com/episode/74
Happy anniversary, Top Floor!
Calvin Tilokee is the founder and creative director of RevPAR Media, blending 20+ years of revenue management and marketing with a sharp creative streak. Known for illuminating hospitality brands and roasting industry quirks with his beloved hotel-meme persona, @revparblems, Calvin bridges data, strategy, and humor. On this anniversary episode, he flips the script as guest host, guiding a lively tour through pandemic pivots, podcast production, and personal pet peeves.
What You'll Learn About:
• Where Susan found the nerve to launch a business without a cash cushion or safety net. • Calvin’s own origin story: furlough → pandemic pivot → RevPAR Media, full steam ahead. • The birth of Top Floor: from “Going Up” to the brand you know (and why the original name got nixed). • Why the show expanded beyond marketing, and why that makes it more fun (and nosier). • Production secrets: heavy prep, tight edits, and Susan’s biggest guest pet peeves. • The fan favorites everyone mentions: the sister episodes (aka laugh tracks with plot). • What’s next: more episodes, collabs, maybe a digital magazine, and some video—selectively. • Dream guests: Cindy Gallop and Sara Blakely (manifesting!). • Big swings Susan wants to try: investigative series + hospitality history deep dives. • Legacy goal: helping pros discover dream roles they didn’t know existed. • Three Loading Dock stories for the price of one… but you’ll have to listen for that.
Our Top Three Takeaways:
- Entrepreneurship isn’t about perfect timing or eliminating all risk.
Susan launched Hive Marketing in 2009 without savings or a safety net, betting that the chaos of the financial crisis made “failure” reputationally safe, and she’s never looked back.
- Top Floor’s edge is curiosity + craft.
The show evolved from a marketing niche to a “curiosity cabinet” for the entire hospitality industry, staying audio-first with tight editing and meticulous preparation, and measuring success by growing influence and genuine relationships.
- The next chapter is expansion and experimentation.
Susan’s eyeing more episodes, collaborations, a digital Top Floor magazine, selective video/live moments, and investigative or history-of-hospitality series, aiming to surface hidden career paths and inspire listeners while the industry modernizes to match guest behavior.
Calvin Tilokee on LinkedIn https://www.linkedin.com/in/calvintilokee/
RevPAR Media https://www.revparmedia.com/
Susan Barry on LinkedIn https://www.linkedin.com/in/susandbarry/
Hive Marketing https://www.hive-marketing.com/
Top Floor https://www.topfloorpodcast.com/
Female Founders in Hospitality https://femalefoundersinhospitality.com/
Cindy Gallop's Brain-Altering HBR Article https://hbr.org/2022/04/stop-criticizing-women-and-start-questioning-men-instead
Other Episodes You May Like:
03: Dude, Calm Down with Calvin Tilokee https://www.topfloorpodcast.com/episode/03
53: It's Your Birthday 🎂 https://www.topfloorpodcast.com/episode/53
Playlist: Shenanigans https://www.topfloorpodcast.com/episode/category/Shenanigans
Laura Hawkins is the founder of Gamemasters Escape Solutions, a creator and operator of high-performing escape rooms for hotels and resorts. After a successful career making viral television advertising, she discovered escape rooms on a European trip. She turned a passion project into a 14-room operation and a turnkey hotel amenity business (including installs at Atlantis, The Bahamas). She joins us to talk revenue, resorts, and escape room design.
• Budget-season hot take: maximize social first and add hyper-targeted print ads if you have the cash.
• From receptionist to rainmaker: Laura hustled her way off the front desk and into award-winning ads.
• “Just Slow Down”: the graphic traffic-safety campaign that made her the Quentin TarantinA of Winnipeg.
• Vacation plot twist: one so-so Dublin escape room → Athens upgrade → Paris hook → new career.
• Resorts love it: low staff, durable props, and constant revenue.
• Corporate catnip: team-building, communication, respectful-collaboration—plus a true differentiator vs. the hotel next door.
• Design recipe: theme first → story → tactile puzzles (knobs, secret doors, scents)… and yes, limes.
• Player pro tip: communicate, inventory the space, and OPEN. THE. DRAWERS.
Our Top Three Takeaways:
- Escape Rooms Are a High-ROI Amenity for Hotels and Resorts
Laura emphasized that escape rooms offer hotels a unique way to generate revenue while differentiating from competitors. Unlike spas or waterparks, escape rooms appeal to a wider demographic—from families with young kids to teenagers, grandparents, wedding parties, and corporate groups. They’re low-labor, durable, and cost far less to install and maintain, while still driving constant guest traffic and ancillary spending at restaurants and bars.
- Immersive Entertainment Strengthens Guest Connection
For Laura, the heart of escape rooms is shared experience. Guests disconnect from screens, collaborate face-to-face, and leave with stories they’ll continue discussing long after the game. This creates a sense of joy and connection that builds loyalty and word-of-mouth—two of the strongest assets for hotels seeking repeat visits and community engagement.
- Differentiation Requires Courage and Creativity
Laura challenged hotels to show more boldness in shaping guest experiences. Too many properties look the same, leaving price as the only deciding factor. By embracing immersive, playful, and customizable amenities—like themed escape rooms or even immersive dinner theater—hotels can stand out, create memorable stays, and deliver new revenue streams.
Laura Hawkins on LinkedIn https://www.linkedin.com/in/laura-hawkins-40543319b/
Gamemasters Escape Solutions https://www.gamemastersescapes.com/
Escape Room Atlantis https://www.atlantisbahamas.com/escape-room
First-Person Experience at Atlantis https://www.tiktok.com/@znsdigital/video/7512226338397359365
Escape Room Video https://www.youtube.com/watch?v=EOcy5xGcHu8
Just Slow Down viral ad https://www.youtube.com/watch?v=9HppFNyqVOI
Other Episodes You May Like:
168: Celery in the Hoodie with Paul Bishop https://www.topfloorpodcast.com/episode/168
172: Pandemic Survivor Couple with Geetika Agrawal https://www.topfloorpodcast.com/episode/172
101: Hedge Clipper Disaster Averted with Elysia Burns https://www.topfloorpodcast.com/episode/101
Agnelo Fernandes is the CEO of Cote Hospitality, a company blending resorts and heritage summer camps into unforgettable indoor-outdoor experiences. His career spans the Caribbean, Canyon Ranch, CoralTree, and beyond, where he’s built brands, launched properties, and reshaped cultures. Susan and Agnelo talk about culture, camps, and compassionate leadership.
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Why culture is less about ping pong tables and more about tiny, human moments.
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How planning a conference set him free.
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What he learned from Canyon Ranch: branding isn’t logos, it’s promises kept.
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Why kids are better at reviewing travel experiences.
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Where Agnelo spends 60% of his time.
Our Top Three Takeaways:
- Culture Is Built Through Small, Human Moments
Agnelo says, "Mindset drives everything." He emphasized that workplace culture isn’t about perks or slogans but about how people feel when they aren’t being watched. Leaders should focus on the details: knowing employees’ families, celebrating milestones, listening during “culture rounds,” and replacing blame with curiosity. He believes culture grows out of conversations and small, consistent acts of care.
- Authenticity and Empathy Define Great Hospitality
From his time at Canyon Ranch and beyond, Agnelo learned that branding is really about keeping promises and creating experiences. Whether with guests or associates, authenticity and empathy matter most. He stressed that leaders should train teams with real-life, situational examples and that the best way to ensure great guest experiences is by prioritizing and empowering staff first.
- The Future of Hospitality Blends Purpose, People, and Outdoor Connection
Agnelo predicts strong growth in outdoor hospitality, with travelers seeking meaningful disconnection and reconnection with people they love. He also shared advice for leaders and entrepreneurs: cultivate the right mindset, listen deeply, embrace failures as part of growth, and remember that true hospitality is about enriching lives.
Agnelo Fernandes on LinkedIn https://www.linkedin.com/in/agnelofernandes/
Cote Hospitality https://www.cotehospitality.com/
Other Episodes You May Like:
77: GM in the Dumpster with Eleanor Erickson https://www.topfloorpodcast.com/episode/77
179: Bridal Suite Sweethearts with James Ferguson https://www.topfloorpodcast.com/episode/179
35: Ice Machine Bandit with Trina Notman https://www.topfloorpodcast.com/episode/35
Steven Moore is the CEO of Actabl, a hospitality operations platform uniting four hotel operations tools into one streamlined solution. From his early days as a catering busboy to leading Transcendent through the pandemic, Steven’s career has exposed him to more than one challenging situation. Susan and Steven talk about crisis leadership, labor challenges, and competition.
What You'll Hear About:
Why “over-respecting” a crisis beats pretending everything’s fine.
The unexpected CNBC debut that taught Steven the power of saying yes.
Why hotel tech can be a hot mess of fragmentation.
Why “no silver bullet” doesn’t mean labor problems can’t be solved.
How gamifying hotel engineering boosts employee retention.
Steven’s bold prediction: the death of single-workflow vendor tools in five years.
Our Top Three Takeaways:
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Lead with data and quick wins when driving change Whether selling tech to hoteliers or encouraging adoption inside a hotel company, success comes from proving ROI with clear, relevant data and starting small. One quick, tangible win builds credibility and opens the door to broader adoption.
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Over-respect a crisis Steven’s COVID-era CEO experience reinforced the need to anticipate that crises may be more painful and longer-lasting than expected, communicate more frequently, prepare for universal skills like clear thinking and empathy, and balance realism with inspiring optimism.
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Balance long-term vision with near-term pressures Steven’s time in a family office taught him to think in decades, planting “oak trees” today to enjoy the shade later. In a fast-paced, urgent hospitality environment, he stresses the importance of making sustained, compounding investments while still meeting short-term demands.
Steven Moore on LinkedIn https://www.linkedin.com/in/steven-moore-80b4ba1a/
Actabl https://actabl.com
Other Episodes You May Like:
95: Human Chat Bot with Omri Shalev https://www.topfloorpodcast.com/episode/95
135: Giant Pink Eraser with Brian Miller https://www.topfloorpodcast.com/episode/135
11: Swedish Pastry Dreams with Tracy Judge https://www.topfloorpodcast.com/episode/11
Wil Slickers is a hospitality pro turned podcasting powerhouse. He launched Slick Talk in 2018 to scratch an industry itch, then turned it into a multi-show media empire with Hospitality FM, recently acquired by Skift. Susan and Wil talk about podcast pivots, media mergers, and the messy magic of microphone mastery.
What You'll Hear About:
🎙️ Why wearing headphones matters, even with a fancy mic
🎙️ When a sponsor email changed everything
🎙️ Why Wil sold Hospitality FM to Skift
🎙️ What changes are coming to hospitality media
🎙️ How to launch a podcast that doesn’t sound like everyone else's
🎙️ Why smart money matters more than easy money
🎙️ What to avoid in marketing: stock photos, stuck messaging
🎙️ Where things got wild: a hotel checkout story involving blood, blow-up dolls, and a weird whisper
Our Top Three Takeaways:
- Be Original
Whether you’re building a podcast network or a hospitality business, success starts with knowing who you are and what you stand for. Wil's experience growing and selling Hospitality.FM shows the power of having a clear, unapologetic point of view. Steer clear of the same old stock photos and podcast formats.
- Long-Term Thinking Beats Short-Term Wins
In both content and hospitality, it's tempting to chase quick results, but real growth happens when you play the long game. Wil built trust with creators and brands by investing in consistency, quality, and relationships rather than shortcuts. Easy money can be surprisingly expensive.
- Persist
When things weren’t going well, Wil focused on his “why” and gave himself permission to evolve instead of quitting. He believes persistence isn’t about pushing harder. It’s about being honest, staying curious, and adjusting your path while staying true to your mission.
Wil Slickers on LinkedIn https://www.linkedin.com/in/wil-slickers/
Hospitality.FM https://hospitality.fm/
Acquisition Announcement on Skift https://skift.com/2025/07/29/skift-expands-community-and-multimedia-offerings-with-two-strategic-acquisitions/
Other Episodes You May Like:
48: Go At It Boldly with Alex Husner and Annie Holcombe https://www.topfloorpodcast.com/episode/125
69: Our First AI Guest with Josiah Mackenzie https://www.topfloorpodcast.com/episode/125
03: Dude, Calm Down with Calvin Tilokee https://www.topfloorpodcast.com/episode/125
125: Stand in the Room with Michele Kline and Stephanie Leger https://www.topfloorpodcast.com/episode/125
Sundip Patel is the founder and CEO of AVANA Companies, a financial services firm managing over $1 billion in assets. Born in Zambia and raised in the U.S., Sundip’s journey from CPA to impact-focused entrepreneur is rooted in resilience and purpose. Susan and Sundip talk about lessons in financing, failure, and forging a better future through hotel lending, job creation, and financial education for girls.
What You'll Hear About:
🏨 What exactly a "capital stack" is and why it matters.
💸 The difference between lenders and investors.
💔 What Sundip learned from his first startup flop.
🎓 How the Sunday Scaries pushed Sundip to pivot from public accounting to purpose.
🏗️ Why measuring social impact still feels like algebra.
💡 Sundip's next big idea? A gamified platform to teach girls how to invest in real estate (with real money!).
🔮 A bold vision for the future: tokenized hotel loans, AI-powered underwriting, and faster, fairer financing.
🧠 The “character check” lenders don’t talk about—but absolutely do.
🪄 What Sundip would change with a magic wand: every loan comes with a social impact score.
Our Top Three Takeaways:
- Failure Isn’t Final. It’s Foundational.
Sundip Patel’s journey from bankruptcy to building a billion-dollar lending firm is a powerful reminder that setbacks are not dead ends. Learning from failure, especially early missteps in leadership, hiring, and funding, can pave the way for long-term success rooted in purpose.
- Hotel Financing Is a Tool for Community Impact
A hotel isn’t just a building. It’s an engine for economic development. By prioritizing job creation and social equity in lending decisions, Sundip demonstrates how capital can serve communities, not just bottom lines.
- The Future of Investment Is Inclusive and Fractional
From tokenized hotel loans to teaching teen girls about real estate, Sundip sees a future where access to investment is democratized. As technology evolves, so will the tools to make ownership and impact more widely available.
Shanté Micah is a seasoned storyteller and strategic PR pro who launched her career covering the Olympics before earning her master's from Syracuse and pivoting into brand strategy. With global experience and clients like Disney and ESPN under her belt, she’s now the founder of Good News, a consultancy redefining media outreach. Susan and Shanté talk about personalized pitching, press release pitfalls, and purposeful PR for hospitality brands.
📰 From Olympic glory to Israeli boardrooms—Shanté’s wild ride through global communications
📰 What hospitality PR is getting terribly wrong
📰 The million-dollar Fashion Week flop that proves impressions ≠ impact
📰 Behind the scenes of how Shanté’s team pitches podcasts like pros—and gets booked
📰 Thought leadership vs. thought wallpaper—how to actually stand out in B2B PR
📰 Why your press release isn't a strategy and coverage isn't a trophy
Our Top Three Takeaways:
- PR Is a System, Not a Spotlight
Instead of treating press coverage like a trophy, successful brands build systems that turn media wins into ongoing visibility and business value. Amplifying, repurposing, and integrating that coverage into everything from sales decks to social content is where the real impact happens.
- Relevance > Reach
Whether you’re pitching a story or crafting a message, start with what the audience needs, not what you want to say. Personalized, timely, and audience-centered communication cuts through noise and builds lasting credibility.
- Volume Doesn’t Equal Value
Big numbers—followers, impressions, splashy campaigns—don’t guarantee results. Focus on aligned messaging, strategic intent, and meaningful connections to make a lasting impact in business or life.
Liz Dahlager is the Chief Operating Officer and a partner at Mereté Hotel Management, a hotel management company based in Oregon. With roots in boutique hospitality at Kimpton Hotels, Liz has climbed the career ladder from area director of sales to Chief Operating Officer. Susan and Liz talk about culture, career pivots, and crafting local guest experiences.
Episode Highlights
🎯 Why a solid vision can disarm even the most skeptical peers
🕵️♀️ The gamble that (literally) involved chasing cash to a casino
🧠 The surprising prediction about AI and the vanishing sales role
🛏️ The growing divide between experiential and utilitarian hotel stays
🤹♀️ How hotel companies can actually support women without just talking about it
🧞♀️ What she’d wish for every entry-level hire if given a magic wand
Kim DiMarco is a veteran textile executive and the founder of Somato Textiles, a brand reimagining hospitality fabrics through creativity, sustainability, and heart. With over 30 years of global industry experience, Kim brings a rare mix of business acumen and design passion to every swatch she touches. Susan and Kim talk about pattern psychology, people-first operations, and planet-friendly practices.
What You'll Learn About:
How Kim hustled her way into the textile industry by volunteering in a basement
Why wild hotel carpet patterns were never just about hiding stains
What makes hospitality textiles tougher (and smarter) than your couch fabric
Kim’s fresh take on fabric pricing—with a menu full of vintage restaurant references
How she’s turning old textiles into air-freshening, tire-strengthening biochar
The real reason white bedspreads aren’t going anywhere
Why building a company around people, not profit, can still be wildly successful
A hilarious, heartfelt cold pitch to Danny Meyer—complete with branded sweatshirts
Her top advice for entrepreneurs: go slow, stay scrappy, and follow the spark
It’s the 200th episode, and who better to celebrate with than the show’s most frequent flyer—literally—Cat Meek! Restaurateur, sommelier, real estate investor, travel advisor, and Susan’s sister, Cat shares the hilariously chaotic and wanderlust-filled story of her “adult gap year.” From a surprise St. Croix slideshow pitch to mimosa-fueled airport lounge reviews, it’s a memory-loaded milestone you don’t want to miss.
What You’ll Learn About:
✈️ How a missed seasonal business contract turned into a 25-trip travel spree 🎶 Boom boom trips, concert pilgrimages, and impromptu flights to Vegas and Greece 🧳 Top travel hacks: wear-out shoes, always carry a fold-up bag, and negotiate everything 🌍 Ranking the best (Greece) and worst (sorry, St. Croix) stops on the gap-year globe trot 🔮 Travel predictions: more cruises, a marathon in California, and a Delta One lounge tour of dreams
Chuck Kelley is a seasoned hotelier who’s done it all—from F&B to executive leadership across the globe. Now a partner at Cayuga Hospitality Consultants, he helps independent hotels tackle their trickiest challenges. Susan and Chuck talk about career pivots, consulting pitfalls, and crispy critters.
🦂 From busboy to big boss—how Chuck climbed the hospitality ladder.
🦂 The sideways move that changed his whole career (and wasn’t supposed to happen).
🦂 Why independent hotels need more help than they think and where to find it.
🦂 The hardest part of solving problems? Admitting there is one.
🦂 What owners get wrong about consultants, and how to get your money’s worth.
🦂 The scariest thing Chuck ever ate on the job. Spoiler: it had a stinger.
Other Episodes You May Like:
19: Welcome to Last Call with Stephanie Smith https://www.topfloorpodcast.com/episode/19
102: Elmer on Ice with Mandy Murry https://www.topfloorpodcast.com/episode/102
174: Apron on a Fence with Mitch Prensky https://www.topfloorpodcast.com/episode/174
In this second batch of HITEC interviews, Susan invites a new group of hotel tech leaders into the Top Floor recording booth to deliver their best Elevator Pitches—and a few unforgettable stories. From AI-powered concierges to spa booking solutions and a piano-playing manager who couldn’t play piano, this episode blends industry insight with plenty of personality. Plus, you’ll find out exactly how a monkey became part of a hotel’s guest communication demo.
Featured guests:
James Hansen, Vice President of Business Development, REECO
Eric Lutz, Co-Founder & CEO, OLIVE
Shawn Tarter, President, RealTime Reservation
Mark Cederloff, CEO, VSR Network Technologies
Mike Medsker, Founder, SIV
Jen Barnwell, President, Curator Hotel & Resort Collection
Tess McGoldrick, Senior Vice President, Travel & Hospitality, Revenue Analytics
Tanya Pratt, Global Vice President, Oracle Hospitality
Stephen Chen, CEO, Phunware
In this special HITEC edition of Top Floor, we’re riding the elevator with hospitality tech leaders who know how to make a pitch. From PMS platforms to AI concierges, we cover real-world tools and real-life chaos, including fainting coworkers, bat encounters, and nightclub drama. Whether you're here for the insights or the insanity, this episode delivers both!
Featured in Part One:
David Fox with Quore
Mark Lewis-Brown with Zucchetti North America
Estella Hale with Zucchetti North America
Christian Arias with Hapi
Doug Ralston with True Omni
Ethan Wiseman with Sabre
Sandrine Zechbauer with RMS
Mahendra Doshi is a journalist, historian, and author who came to the U.S. from India in 1967 with just $8 and a dream. From working in Nevada casinos to launching a trailblazing Indian newspaper, he chronicled immigrant stories long before they were trending. Susan and Mahendra talk about his latest book, Surat to San Francisco, which uncovers the incredible rise of Patel hoteliers in America.
What You'll Learn in This Episode 🧑🌾 Why one surname dominates the U.S. hotel industry—and what it really means 💸 How a five-dollar gamble turned into a lifelong journey of storytelling 🕵️♀️ How oral history can unearth the truths the internet forgets 🏨 The surprising link between World War II and the rise of Indian hoteliers 🎬 How a community story made its way to the red carpet at Tribeca
Guise Bule spent nearly two decades in tech and cybersecurity before pivoting to hospitality, where his personal experience as a frequent traveler and dog owner inspired a new mission. He founded Roch Dog, a certification agency that applies objective data to evaluate hotels for their dog-friendliness. Susan and Guise talk about standards, service, and shifting expectations in the world of pet travel.
What You'll Learn About:
🐶 How hotel pet policies often mislead travelers
🐶 Why a data-driven certification system beats subjective reviews
🐶 The surprising benefits of offering thoughtful dog amenities
🐶 How transparent rankings can create a competitive advantage
🐶Practical tips for hotels to improve dog-friendliness instantly
Chris Tripoli is a veteran restaurateur, consultant, and podcast host with decades of hospitality experience under his belt. From teenage busboy to industry sage, he's seen it all—launching concepts, advising entrepreneurs, and mentoring the next generation. Susan and Chris talk about hospitality, hiring, and hitting the bullseye with your brand.
What You'll Learn About
🍽️ The #1 mistake restaurant owners make. 🧃 The secret to balancing fast, frictionless service with personalized hospitality. 🎭 Why teaching new staff the "onstage/backstage" mindset is non-negotiable. 📊 Value ≠ cheap. What guests really want when they talk about “value.” 💡 “Say yes now, figure it out later”—his golden rule for unforgettable guest service. 🌍 That time he landed a restaurant project in Saudi Arabia... by being American (and good with women).
Scott Roby is a lifelong hotel enthusiast whose love for hospitality began during childhood stays at the Ritz Carlton. After studying at Cornell’s Hotel School and cutting his teeth in revenue management at Hilton, Scott co-founded Evolution Hospitality and is now president of Pacifica Hotels. Susan and Scott talk about operations, owner alignment, and offbeat inspiration.
What You'll Learn About:
🌺 How Hawaiian resorts sparked a hospitality career 🏢 Big-brand tools vs. startup scrappiness 🚫 The case for ditching the term “third party” 📊 Fixing broken hotel management agreements ⚾ What hotel leaders can learn from the Savannah Bananas 🛎️ Why booking a room is still harder than it should be 🧨 A radical idea: fire-your-operator-anytime contracts
Shelley Brown is a keynote speaker, artist, and former hospitality pro who has built a career by challenging the status quo with heart and humor. After decades navigating buttoned-up boardrooms and high-stakes sales, she ditched the script to help leaders embrace imperfection, foster belonging, and lead like actual humans. Susan and Shelley talk about legacy, leadership, and the Dead.
What You’ll Learn in This Episode:
🎤 The surprising first step to becoming a paid speaker 🪞 How self-awareness fuels stronger leadership 💥 The difference between being real and being unfiltered 💡 What “Rebel Leadership” actually looks like in practice 📉 Why data won’t fix your culture—but conversation might 🫶 A fresh way to think about purpose (hint: it’s not always profound)
Sarah Moss is the Chief of Staff at Hunter Hotel Advisors, where she’s the operational glue behind both the firm and its booming hotel investment conference. A hospitality lifer, she started as a maitre d’ and worked her way through college before joining Hunter full-time, pausing only briefly to crunch numbers at Coca-Cola. Susan and Sarah talk about growth, grit, and good data.
💡 Learn why saying “yes” to the jobs no one wants can be the ultimate power move in hospitality.
🏗️ Hear how Sarah Moss helped double the size of a major hotel investment conference—pandemic and all.
🎤 Get the truth behind conference programming, from booking speakers to dodging $30k “pay to play” traps.
🌟 Find out how she’s leading the charge for diversity and strategic vision in an industry built on tradition.
🧠 Why becoming a “professional Googler” might be the soft skill of the century—and her advice for future leaders.
Donte Johnson is a hospitality veteran with a 20+ year career of transforming hotel experiences through cultural integration and community connection. Now GM at Thompson Atlanta Buckhead, he’s known for blending operational excellence with authentic local engagement. Jason Bass is a serial entrepreneur turned hotel innovator, bringing his background in fashion, spirits, and tech to a new role as Director of Culture and Impact. Together, they co-authored The Impact Hospitality Handbook, diving into passion-powered hospitality, purposeful partnerships, and people-first playbooks.
What You’ll Learn in This Episode:
🧾 What happens when you toss the traditional org chart and ask, “If we didn’t know how to run a hotel, how would we do it?”
🎽 Why letting hotel staff choose their uniforms might be the most empowering—and stylish—move you can make.
📈 How community-focused strategies drove hard business results, from full staffing to 3 billion impressions.
🍵 What organic tea, local DJs, and free meeting spaces have to do with redefining hospitality.
💼 How not to onboard a consultant.
Adrian Balcan is the founder of Feed Check, a platform that helps hospitality businesses decode customer feedback and outshine the competition. With a brain wired for both economics and engineering, he started his company straight out of university, pivoting from tech reviews to the tasty world of hospitality insights. Susan and Adrian talk about fake reviews, feedback-fueled fixes, and futuristic formats.
🔍 What the signs are that a hotel review is fake. 📊 How reading competitors can sharpen your strategy. 🤖 Why your AI-generated review responses shouldn’t sound like a robot on repeat. 📱 Where customer reviews will come from next. 🛠️ How to stay on top of online reviews on the cheap.
Renee Rubens is the founder of Symphony of Leaves, a luxury tea company rooted in ethical sourcing and sensory sophistication. After decades in global media sales, she followed her passion for tea into a new venture that blends her business savvy with botanical elegance. In this episode, she dishes on premium pu-erh, purposeful partnerships, and proper preparation.
What you'll learn about:
✨ Why tea bags are basically dust in a disguise (and what to sip instead) 🍵 How a Brit’s sass and a global pandemic led to a tea empire 🏨 Why hotels and spas are the new hot spot for high-end tea 🌿 What makes real tea real—and why chamomile doesn’t count 💧 The water temperature trick that’ll totally change your cup 📱 A henna mishap + no cell signal = Renee’s wildest travel story
Michael Blank is a hospitality veteran who’s worked every angle of the hotel biz—from slinging room keys at the Willard in D.C. to steering multimillion-dollar acquisitions. Now the Principal of Woodmont Lodging, he owns and asset-manages properties across the U.S., with a soft spot for extended stay. Susan and Michael talk about counterintuitive takes on the hotel industry.
What You’ll Learn About:
🚮 Pick Up Club! Why picking up hallway trash speaks volumes
🏩 The extended stay segment decoded: housing shortage, high margins, and why the hype is justified
🪄 Why AI is not the magic wand everyone thinks it is
📏 Why RevPAR might be obsolete, and why smart hoteliers should be thinking in square feet, not just room nights
🪙 One big change hotels should make: owning their guest data like it’s gold
Mike Mumford is the General Manager of Brand g Vacations, a leading luxury travel company serving the LGBTQ+ community. After a long career in corporate finance and tech, Mike traded spreadsheets for sunsets, turning his passion for travel into a full-time gig. Susan and Mike talk about career pivots, curated group experiences, and the power of packing light.
🌏 Why cotton candy, corn on the cob, and a theme park mentor helped spark Mike’s global travel bug
🌏 How a post-pandemic sabbatical turned into a bold leap out of corporate life and into the world of luxury LGBTQ+ travel
🌏 The unexpected freedom of planned tours—and how they actually do leave room for spontaneity
🌏 What it really means to be GM of a travel company (hint: he's already working on 2027)
🌏 A sushi-making snafu in Japan that proves sometimes you just have to improvise—and charm your way through it
Episode Summary:
Steve Fortunato never planned to make hospitality his life’s work—until he realized it was embedded in his DNA. After starting roomforty, an innovative catering company designed to deliver restaurant-quality experiences anywhere, he went on to open Fig House, a sought-after event venue. Steve's book, The Urgent Recovery of Hospitality [please bold and italicize the title], looks at relationships through the lens of hospitality and explores how generosity can restore civility. Susan and Steve talk about why modern service culture has become transactional, how to break free from the "customer is always wrong" trend, and why a little squash milk can go a long way.
What You'll Learn in This Episode:
🍽️ Why catering gets a bad rap – and how Steve set out to change that. 🚀 How Steve transformed his business by embracing venues. 🤝 Why true service is about relationships, not transactions. 🔥 When restaurant culture gets in its own way. 🎭 How trying to impress customers can actually backfire. 🌱 Why giving value first creates better experiences for everyone.
If you are seeking a more hospitable world, this episode and Steve's book are for you!
Lan Elliott’s career spans the highest levels of hotel real estate, from acquisitions at Starwood to asset management at IHG. Now, as the co-founder of Acacia Holdings, a champion for women in hospitality through Women in Hospitality Leadership Alliance, and a podcast host on It's Personal Stories, she’s on a mission to create more opportunities in leadership and investment. Susan and Lan talk about career pivots, negotiation power moves, and the myth that there aren’t enough women speakers in hospitality.
What You’ll Learn in This Episode:
🚀 How to land a speaking gig at a conference – and why writing articles might be the secret. 🎤 The truth about “not enough women speakers” – Lan shares how a 700-person speaker directory turned into 1,400+ in just months. 💼 Hotel real estate vs. operations – why Lan pivoted from GM dreams to investment deals. 🏨 Traditional luxury vs. lifestyle hotels – what Ferraris and Rolls Royces teach us about branding. 📚 The power of lifelong learning – why the top leaders she’s interviewed all have one thing in common: curiosity. 💰 Negotiation 101: The unspoken signals you should be listening for. 🔮 A bold prediction for the future of hotel investment – and why the numbers aren’t looking good for women in leadership (yet).
If you want to break into hotel real estate, negotiate like a pro, or finally get that conference speaking gig, then you need to hear Lan Elliott’s insights and stories!
Sloan Dean climbed the hospitality ranks from revenue management to the CEO of Remington Hospitality in 2020, steering the company through a global crisis while leading massive expansion. With a background in engineering and finance, he brings a strategic yet people-first approach to hotel management, emphasizing leadership, innovation, and the importance of knowing "a little about a lot." Susan and Sloan talk about prioritization, transformation, and why Gen Z isn't lazy.
Episode Highlights:
🛁 The CEO’s Real Job? It’s not what you think—Sloan reveals the #1 skill that makes or breaks leadership.
🛁 Ditch the Multitasking Myth—Why great leaders don’t juggle everything, they prioritize like pros.
🛁 From Revenue Management to the Corner Office—Sloan’s unexpected career path (and how 46 job interviews shaped his strategy).
🛁 What Gen Z Wants (And Why It Matters to Hotels)—How the next generation’s spending habits will transform travel.
🛁 AI in Hospitality: Hype or Game-Changer? Sloan’s take on what will get automated first (spoiler: it’s not housekeeping).
🛁 The Hardest Leadership Lesson—Why waiting too long to make personnel changes is a mistake every CEO regrets.
🛁 Flooded Hotel Rooms & Bathtub Mishaps—Sloan shares a behind-the-scenes disaster only fit for the Loading Dock.
Born in Korea and adopted by Japanese American parents in Seattle, Shari Leid knows what it means to search for belonging. A former litigator who reinvented herself as a life coach and author, she set out on a life-changing journey to all 50 states, meeting 50 women along the way. Susan and Shari talk about fostering friendships, flipping perspectives, and fueling fearless connection.
What You’ll Learn in This Episode:
✈️ The unexpected way Shari’s solo journey across America reshaped her view of belonging ✈️ Why she believes human connection will thrive despite AI and virtual work ✈️ The three types of organizations you must join if you want to build a strong community ✈️ How her experience growing up as an adoptee shaped her lifelong search for belonging ✈️ The powerful movement she launched, Flip the Box, and how you can join ✈️ Why she wishes hotels would stop announcing room numbers at check-in ✈️ The moment a white supremacy rally tested her commitment to open-hearted travel
Listen now to be inspired by Shari’s incredible adventure and her mission to bring people together!
With 20 years in hospitality, Tommy Beyer has done it all—from parking cars to managing multimillion-dollar assets. After 16 years with Newport Hospitality, he co-founded a private REIT and launched B Hospitality Advisors, where he helps hotel owners maximize their investments. From finance to future trends to finding hidden revenue, Tommy knows how to make hotels work smarter, not harder. Susan and Tommy talk about why the brand explosion might be making things worse and how small revenue tweaks can mean big bucks.
What You'll Learn About:
💰 Revenue vs. Cost-Cutting: Tommy settles the age-old debate—what’s more important for a successful hotel?
🚗 Lessons from Valet Parking: How running to retrieve cars shaped Tommy’s view on service, hustle, and career growth.
🎰 Vegas Dreams (and Why He Ditched Them): Tommy shares why he turned down a job at a premier Las Vegas resort—and why it turned out to be the best decision ever.
🏨 REITs 101: The difference between private and public real estate investment trusts—and why one could be a game-changer for investors.
💵 Revenue Hacks That Work: The ridiculously simple way Tommy helped a beachfront hotel generate $800K without lifting a finger.
📈 Expense Creep Crisis: Why hotel costs are outpacing revenue and what owners can do about it.
If you want to learn how a simple tweak could add hundreds of thousands to your hotel's bottom line, hit play!
Janet Irizarry has spent 30+ years in the restaurant industry, from owning multiple eateries to teaching at the Culinary Institute of America. Now, she’s on a mission to help families reduce food waste through her innovative My Mindful Kitchen method. Susan and Janet talk about sustainability, smart shopping, and stress-free meal planning.
What You'll Learn About:
🥬 Spring mix struggles! Susan confesses to an ongoing battle with Costco-sized salad greens—Janet delivers a reality check on what “value” really means.
🍴 From McDonald's to mindful meals. Janet shares her unexpected path from geology major to restaurant owner to sustainability advocate.
🖩 The restaurant reality check. Hospitality students often dream of glamour, but Janet breaks down the nitty-gritty of restaurant ownership (spoiler: math is involved!).
🧒 A kid-friendly food revolution. Janet's new course, My Mindful Kitchen, turns food waste reduction into a family adventure—stickers, scavenger hunts, and all.
🌶️ Leftovers like a pro. Get creative with your fridge finds—Janet shares easy hacks and a Google search trick that will change your meal planning game.
🎈 Balloon-induced blackout?! A restaurant power outage caused by rogue Mylar balloons—just another day in the unpredictable world of hospitality.
If you loved enjoyed this episode want more like it, please subscribe, share, and leave a review. Need your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!
James Ferguson started his hospitality career at the front desk and worked his way up through operations and leadership roles. Now, as Director of Culture at Wurzak Hotel Group, he focuses on employee experience and engagement with the goal of making workplace culture his company’s strongest asset. He’s also the author of The Confetti Culture Playbook, a guide to building high-performing teams through recognition, reward, and real connection. Susan and James talk about cool titles and crazy weddings.
What you'll learn about:
🎉 Confetti Cleanup 101: James shares the ultimate hack for dealing with post-wedding ballroom disasters. (Hint: Leave the regular vacuums out of this.)
👔 Suit Up for Success: How a front desk job and a sharp suit transformed James' confidence—and his career trajectory.
🏨 From GM to Culture Guru: Why James took a step back from a general manager role to refine his leadership skills before stepping into a bigger game.
📖 Confetti Culture Playbook: The surprising backstory of how a personal leadership playbook turned into a published guide for workplace excellence.
🤝 Director of Culture – Best Job Ever?: James explains what his role entails and why every company needs to rethink how they engage employees.
🚀 Your Culture Is Your Competitive Edge: The dramatic shift in how hotel companies attract, retain, and inspire their teams—and why it’s more crucial than ever.
🔥 Recognition Over Pizza Parties: Why celebrating employees properly is not about cheap perks but about real engagement that moves the needle.
🤯 Wedding Drama in the Lobby: The jaw-dropping loading dock story that could easily be mistaken for a reality TV plot.
📚 Grab James's Book: https://theconfetticultureplaybook.com/
🎧 Listen now and level up your workplace culture! If you loved enjoyed this episode want more like it, please subscribe, share, and leave a review. Need your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!
Mathew Focht is a pioneer in blending data-driven strategies with hospitality innovation. With a career spanning engineering, real estate development, and investments, he co-founded Consolidated Concepts, the largest group purchasing organization in the U.S., before launching Emerging Fund, a platform designed to scale tech-enabled concepts in the hospitality and entertainment sectors.
What You'll Learn About:
What really makes a location perfect for a restaurant?
How Mathew’s love for data and design led him from planning golf course communities to revolutionizing mixed-use developments.
Which unorthodox methods Mathew used to gather insights for restaurant chains before big data became mainstream.
Why tech-enabled concepts like Putt Shack and F1 Arcade are taking center stage in the experience economy.
How undervaluing marketing costs you money.
If you loved enjoyed this episode want more like it, please subscribe, share, and leave a review. Need your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!
Alicia Zur-Szpiro is a trailblazer in creative industries, blending her background in game design with her passion for hospitality. Co-founder of Wonderland London, she helps hotels craft engaging, memorable experiences for families, backed by the insights from the company's pioneering "Kids and Teens Hospitality Report." Alicia’s expertise spans innovation, family dynamics, and hospitality trends, with a focus on playful practicality and untapped potential.
What You'll Learn About:
From board games to boutique hotels: Alicia shares her journey from crafting card games to revolutionizing the family hotel experience.
The Kids and Teens Hospitality Report: Alicia discusses the surprising data on why urban hotels are missing out by not catering to younger guests.
Small touches, big returns: Learn why a dollar yo-yo earned more loyalty than a five-star view—and how hotels can replicate this magic.
Teens: The untapped market: Alicia explains why teens are often overlooked in hospitality and how small innovations, like a “kids minibar,” can transform their stay.
Easy wins for hotels: Creative, cost-effective strategies for engaging kids and teens without turning the lobby into a water park.
Looking ahead: Alicia predicts that kids and teens will soon rival pets as hospitality VIPs and shares her vision for loyalty programs tailored to younger travelers.
If you loved Alicia's story and want more like it, please subscribe, share, and leave a review. Want your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!
Ryan Fitzgerald started his career as a saxophonist, faking his way onto a cruise ship gig and eventually becoming a cruise director. He transitioned to corporate roles with Carnival and Princess Cruises, managing brand partnerships and global entertainment. Now, as Executive VP of Sea Production at RWS Global, Ryan combines innovation, immersion, and improvisation to deliver world-class experiences across 40+ ships. Susan and Ryan talk about music, mentorship, and maritime magic.
What You'll Learn About:
How Ryan talked his way into a cruise gig as a musician—without fully knowing how to play all the instruments—and eventually mastered them!
What it was like behind the scenes creating jaw-dropping cruise entertainment, from oversized Yatzhee to improved opera.
How to adapt to challenges, like pivoting from a murder mystery to a jewelry heist experience due to some real-life, dark cruise drama.
What the Super Bowl and super ships have in common.
How to pack for your sea voyage, including why theme-night outfits can make or break your trip.
If you loved Ryan's story and want more like it, please subscribe, share, and leave a review. Want your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!
Micajah Sturdivant is the third-generation leader of MMI Hospitality Group, a hospitality company managing hotels, restaurants, golf clubs, and more across the Southeast. With roots in the foundational days of Holiday Inn, Micajah champions innovation in the ever-changing lodging industry. Susan and Micajah talk about embracing soft brands, fostering "psychological income," and blending tradition with modern business acumen.
What You'll Learn:
How Micajah’s grandfather partnered with the Holiday Inn founder to diversify Mississippi’s economy and plant the seeds for MMI’s thriving hospitality empire.
Why fostering emotional well-being and trust among employees leads to unparalleled service in hospitality.
What the lodging spectrum can include: soft brands, branded residences, and multigenerational hotels.
How maintaining close personal connections helps Micajah's family innovate and thrive across generations.
What money laundering feels like in real life: a jaw-dropping story involving a Rolls Royce, a shady hotel owner, and some Ozark-style shenanigans.
Enjoyed Micajah’s stories and insights? Don’t forget to subscribe, share, and leave a review. Want your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!
Mitch Prensky is a food and beverage development consultant with a storied career spanning fine dining, catering, and hotel restaurant concepting. After founding and running Supper, a celebrated farm-to-table restaurant in Philadelphia, Mitch shifted gears to consulting, bringing his expertise to projects with Zabar’s, Hyatt, and boutique hotels across the country. As co-founder of COJHO F&B Development, Mitch focuses on creating dining concepts that balance artistic vision with operational execution. Susan and Mitch talk about farms, budgets, and alien abduction.
What You'll Learn:
How time, capital, and talent factor into a successful restaurant launch.
Why building equity for staff and fostering kindness in the industry matters now more than ever. What Mitch predicts for a hyper-local, luxury-driven approach that emphasizes personalization and connection.
How Mitch’s jazz background shaped his approach to hospitality and the parallels between performing and cooking.
Why Mitch pivoted from restaurant ownership to helping boutique hotels and independent operators refine their F&B programs.
Who picked vegetables at 6 AM for Mitch’s acclaimed restaurant, Supper, where he grew his own ingredients just miles from the kitchen.
Loved Mitch’s stories and insights? Don’t forget to subscribe, share, and leave a review. Want your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!
Fabio Zaniboni is a visionary engineer with a career spanning automotive robotics, luxury yachting, and high-end hospitality. As a specialist in IoT solutions, Fabio combines innovation with sustainability to create unparalleled guest experiences in hotels worldwide with his company BubblyNet. Susan and Fabio talk about circadian lighting and sensor-driven HVAC for hospitality and guest well-being.
What You'll Learn:
How IoT can personalize guest stays, optimize HVAC, and even help you relax with customized lighting and fragrances.
Why IoT can cut energy waste without compromising guest experiences—and the importance of communicating those green efforts.
How the power of circadian lighting can improve sleep, mood, and overall well-being.
What affordable, impactful things hoteliers can do to enhance guest satisfaction.
Why the human touch still reigns supreme in the hotel business.
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Geetika Agrawal is a designer and entrepreneur with a career that spans architecture, digital product creation, and cultural preservation. Formerly of Disney Imagineering and MasterCard, she has reimagined travel through Vacation With An Artist (VAWAA), a platform that connects travelers with master artisans for immersive craft experiences. Susan and Geetika talk about bamboo bicycles, beekeeping, and adventure.
Taking the Leap: Geetika shares how she transitioned from working for global brands like Disney Imagineering and MasterCard to launching her passion project, Vacation With An Artist (VAWAA).
Design Thinking for Life: How Geetika’s background in architecture shaped her ability to design human-centered experiences in both digital products and cultural initiatives.
Crafting Connections: The transformative experiences of learning centuries-old crafts from master artisans worldwide, from Kyoto calligraphy to Napa Valley beekeeping.
Travel with Purpose: Why experiential learning vacations are more than just trips—they're immersive journeys into tradition, innovation, and personal growth.
The Future of Craftsmanship: Geetika predicts a revival of traditional crafts as tools for creativity and cultural preservation in a rapidly digitizing world.
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Niamh McAnally is an adventurer and author who has traveled the world as a hotelier and volunteer. With a career spanning from actor and director in Ireland to suba instructor on Key Largo, she’s mastered the art of reinvention. In her book Following Sunshine, she chronicles her global volunteer journey, delivering insights on travel, resilience, and living boldly. Susan and Niamh talk about storytelling, sustainability, and self-discovery.
From Broadway to Beaches: Niamh shares how her theatrical upbringing in Ireland shaped her journey, from acting and directing to scuba diving and luxury hotel management on the remote island of Sark.
Island Life Hacks: Ever wonder what managing a hotel on an island with no cars, airports, or shopping malls teaches you? Niamh spills the beans on logistics, hiring for personality over experience, and making the best of tractor deliveries.
Following Sunshine: Learn how Niamh’s passion for storytelling and exploration inspired her memoir about travel, personal growth, and finding connections around the globe.
Adventures in Volunteering: From tutoring in Tonga to marine conservation in Kenya, Niamh reveals the highs, the lessons, and even a few cringe-worthy moments of volunteering worldwide.
Life Lessons for Travelers and Dreamers: Niamh’s advice on minimalism, adaptability, and trusting your instincts will inspire you to pack light and follow your dreams.
Tips for Smaller Hotels: Strategies for monetizing lobbies, meeting rooms, and more by rethinking public spaces as mixed-use areas.
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Pablo Torres is a seasoned hotelier with experience managing properties across Europe, from Spain to the UK. A revenue strategy expert, Pablo has trained hotel teams globally and collaborates with top industry software providers like Oaky. Susan and Pablo talk about creating customer-centric experiences, optimizing profit, and personalizing hospitality offerings.
From Night Audit to Revenue Maven: Pablo shares his journey from starting in night audit to becoming a sought-after expert in revenue strategy.
What is Ancillary Revenue?: Learn how hotels can transform overlooked offerings into profitable revenue streams and why they lag behind industries like airlines.
The Power of Upselling: Breakfasts and room upgrades? Pablo reveals simple upselling ideas that deliver immediate returns with minimal effort.
Lessons from Big Players: Pablo recounts a case study where a simple adjustment to staff incentives quadrupled a hotel’s upselling revenue.
Tech in Action: How tools like Oaky are revolutionizing the guest experience by personalizing offers and boosting hotel profit margins.
Dynamic Pricing is Everywhere: Surprising examples from McDonald’s to fine dining show how hotels can embrace this strategy without alienating guests.
Personalization is King: Pablo emphasizes using guest data wisely to create Netflix-like personalized experiences, driving loyalty and satisfaction.
Tips for Smaller Hotels: Strategies for monetizing lobbies, meeting rooms, and more by rethinking public spaces as mixed-use areas.
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Peter Follows, founder of Carpedia, has spent over 30 years helping businesses turn strategies into actionable results. From working with industrial giants to hospitality leaders like Ritz-Carlton, Peter’s expertise lies in optimizing operations and aligning teams for success. Susan and Peter talk about labor challenges in hospitality, the hidden power of implementation, and the potential of AI to transform the industry.
Bridging the Strategy Gap: Peter reveals how Carpedia started by addressing the disconnect between strategy creation and implementation, ultimately carving a niche in operational consulting.
The Ritz-Carlton Pivot: Learn how a serendipitous cold call led Peter’s firm into hospitality consulting, pioneering the application of lean manufacturing principles to service industries.
Labor Challenges in Hospitality: Peter breaks down labor optimization into three dimensions: process efficiency, planning systems, and managerial interaction.
Owner vs. Brand Tensions: Peter discusses navigating the nuanced relationships between hotel brands, management companies, and owners, and how Carpedia manages to balance competing priorities.
AI’s Role in Hospitality: From housekeeping to revenue management, Peter explores the untapped potential of AI to revolutionize operations beyond surface-level automation like check-in kiosks.
Implementation’s Messy Magic: Why great ideas aren’t enough—Peter explains how implementation uncovers hidden roadblocks and refines strategies to ensure sustainable improvements.
Unlikely Lessons: Peter shares anecdotes of unexpected challenges, like elevator bottlenecks and community-driven constraints on staggered shifts, that highlight the importance of context in operational changes.
Advice for Independents: Practical tips for small operators to compete with big brands, from leveraging group purchasing to understanding their unique customer appeal.
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Paul Bishop is an award-winning designer and the founder of Bishop Design, renowned for crafting immersive hospitality and entertainment venues worldwide. He has collaborated with iconic brands like Atlantis and global chefs such as Massimo Bottura. Susan and Paul talk about blending creativity, culture, and commerce.
Show Notes:
From Manchester to Dubai: Discover how Paul’s leap of faith to the Middle East turned a one-year plan into 28.
The Art of Play: Get the inside scoop on Playground, Paul’s award-winning venue that brings back the joy of childhood with adult-sized games, social interaction, and maybe a drink or two.
Local Meets Global: Learn how Paul customizes his projects to reflect the unique character of cities like Nashville, Miami, and Dubai.
The New Hospitality Frontier: Why dining isn’t just about food anymore—Paul explains how interactive entertainment and nostalgia are redefining guest experiences.
Celery in the Hoodie: Paul’s hilarious story of flying to China for marble and waking up covered in Bloody Mary remnants after an overzealous attempt at in-flight relaxation.
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Amy Wald is the founder of greenluxe, where she’s on a mission to make sustainability a natural part of the hospitality industry. After years in sales and an eye-opening stint on cruise ships, she saw firsthand the environmental impact of tourism. Susan and Amy talk about eco-friendly practices for hotels that make great business sense.
From Liquor Rep to Eco-Champion – Amy shares her unexpected career pivot from sales in Miami to advocating for sustainability after witnessing tourism’s environmental toll.
Breaking Down “Greenwashing” vs. “Greenhushing” – What these terms mean and why hotels are at risk if they make eco-claims they can’t prove.
Sustainability's Surprising Business Benefits – Learn how eco-friendly practices boost guest satisfaction, reduce costs, and improve employee retention.
Top Sustainability Tips for Hotels – Amy recommends small but impactful actions, like composting and implementing water stations, that can save money and boost brand reputation.
The Future of Eco-Friendly Hotels – Predicting 3D-printed hotels and a shift away from virgin wood, Amy shares her vision for sustainable construction.
Advice for Newbies to Sustainability – With a simple motto, “compost, compost, compost,” Amy makes sustainable practices accessible and effective for hospitality businesses.
Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.
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Mike Schugt is a hospitality industry leader who started his career at 15 as a dishwasher and rose through the ranks to become Vice President at Hilton. Now the President of Teneo Hospitality Group, Mike connects independent hotels with vital group business opportunities. Susan and Mike talk about self-leadership, the evolving expectations in group travel, and the unique challenges facing independent hotels.
Navigating Change in Hospitality: From his early days in corporate to founding his own consulting firm, Mike shares how his pivot to consulting with Leading North was fueled by a passion for empowering independent hotels to thrive without big-brand support.
The Modern Meeting Evolution: Group business trends are shifting—no more cookie-cutter setups. Mike explains why guests now expect personalized, engaging, and sustainable experiences, mirroring the customization we see in retail.
Overcoming Independent Hotel Challenges: With limited resources compared to branded hotels, independent venues need to get creative with distribution, brand voice, and unique on-site experiences to make a lasting impact.
Self-Leadership Tips for Aspiring Professionals: Mike’s advice for breaking into global sales? Start in hotel operations, lead by example, and demonstrate world-class service that will attract attention from decision-makers.
The Future of Group Hospitality: Robotics, AI, and increased sustainability are on the horizon for hotels looking to enhance attendee experiences and streamline operations. Mike envisions a future where tech-driven solutions redefine hospitality norms.
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Florence Li is Vide President of International Sales and Marketing for Songtsam, a family-owned collection of luxury boutique hotels nestled in China’s Tibetan and Yunnan regions. Growing up surrounded by hospitality, Florence honed her craft at Swiss Hotel Management School and later, by managing luxury properties with Six Senses and Taj Hotels. Susan and Florence talk about culturally rich tourism and the essence of Tibetan hospitality.
Visa Tips for China: Florence demystifies the China tourist visa process and shares pro tips, including a transit visa option that lets travelers explore visa-free for up to six days in major hubs.
A Cinematic Hotel Legacy: Discover how Florence’s father, a former filmmaker, transformed his ancestral home into the first Songtsam boutique hotel, blending local culture with high-end hospitality.
The Essence of Tibetan Hospitality: Florence shares how Songtsam’s staff—many from nearby villages—deliver genuine, heartfelt service that departs from the formality of Western hospitality standards.
Luxury Redefined: For Florence, luxury isn’t about opulence; it’s about immersing guests in local culture and creating transformative moments. From Tibetan art workshops to wellness experiences, each stay offers an emotional journey.
Immersive Guest Experiences: Picture this—horseback riding, archery, Thangka painting, and even Tibetan incense-making. Florence gives a behind-the-scenes look at Songtsam’s experiential offerings designed to connect guests deeply with Tibetan culture.
Cultural Awareness for Travelers: She advises travelers on respectful practices like walking clockwise around Tibetan stupas, a tradition symbolizing merit accumulation.
Future of Travel: Florence predicts a shift in luxury tourism toward experiences that actively support and sustain local communities, allowing travelers to make a meaningful impact.
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Laura Lee Blake is the president and CEO of AAHOA, the largest association for hotel owners in the U.S., representing nearly 20,000 members. With a background in law and extensive experience in industry advocacy, she returned to AAHOA in 2022 to champion issues like the LIONs Act. Susan and Laura Lee talk about advocacy, innovation, and Oscar the ghost.
What you'll learn about in this episode:
From Journalism to Hospitality: Laura Lee Blake shares her unique journey from aspiring journalist to law, then leading AAHOA, the U.S.'s largest hotel owners association.
Breaking Barriers for Asian American Hoteliers: Laura discusses AAHOA's history, from fighting discrimination against immigrant hotel owners to helping them thrive in the industry.
Lobbying for the LIONs Act: Laura explains AAHOA's push for legislation to increase SBA 7(a) loan caps, essential for hotel owners adapting to rising operational costs.
Advocacy Tips: Laura shares practical advice for newcomers to advocacy, emphasizing the power of personal storytelling to make a lasting impact on elected officials.
Ghostly Encounters at the Columbia Gorge Hotel: Just in time for Halloween, Laura recounts eerie experiences during a recent AAHOA women’s event at a famously haunted Oregon hotel, complete with mysteriously appearing cigar smoke and ghostly fingerprints on mirrors.
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Aurora Dawn Benton is a sustainability consultant and author of Exponential Impact: Harnessing Human Potential to Drive Sustainability in Organizations. With a diverse career spanning tech, finance, education, and hospitality, Aurora is known for food waste reduction, data-driven sustainability, and workforce engagement strategies. Susan and Aurora talk about rolls, melons, and expensive trash.
Episode Highlights:
Changing the Hospitality Mindset: Aurora explains how sustainability in food and beverage goes beyond cost-cutting. By reimagining food services, event planners can transform dining from "calories between sessions" into meaningful experiences.
Overcoming the BEO Nightmare: Banquet Event Orders (BEOs) need a redesign! Aurora shares her vision for streamlining these documents to cut down on waste, reduce costs, and enhance guest experiences.
Empowering Line-Level Staff: Aurora emphasizes that line-level employees are critical for sustainability success. From dishwashers to banquet captains, these staff members hold the keys to impactful change—and Aurora dives into strategies for engaging them.
The 80/20 of Waste Reduction: Instead of tackling every waste item, Aurora advocates a focus on the 20% of items—like bread and pastries—which make up 80% event food waste, sharing some eye-opening case studies on how small changes led to big savings.
Future of Sustainability in Hospitality: Predicting increased regulations and data requirements, Aurora says the future will demand both tech-driven efficiencies and genuine human engagement, particularly in the people-centric field of hospitality.
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Michelle Pascoe is a Sydney-based expert in hospitality and customer service with over 30 years of experience. As the founder of her own consultancy and host of the Michelle Pascoe Hospitality Podcast, she helps businesses improve customer engagement and operational efficiency. Susan and Michelle talk about navigating the complexities of a multigenerational workforce.
Can we still ask employees to smile? Michelle digs into employee morale and the changing expectations of customer-facing roles.
A career-defining bad interview: Michelle recounts a shocking job interview that tested her values and ultimately led her to start her own business.
Navigating generational differences: Learn Michelle’s strategies for managing a workforce that spans Baby Boomers to Gen Z.
Leadership built on values: Michelle shares her no-nonsense leadership philosophy—know your values, live by them, and lead with integrity.
Consistency is king: From setting service standards to handling customer complaints, Michelle emphasizes the importance of consistency.
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Jared Lerner, co-founder and CEO of Nappr, transformed his personal challenges with sleep and travel into a platform offering short-term hotel stays designed for rest. With a background in software engineering and startup culture, he pivoted Nappr from brick-and-mortar spaces to a tech-driven marketplace. Susan and Jared talk about sleep health, travel convenience, and company culture.
What you'll hear about:
- Pivoting in Business: Jared discusses his experience pivoting Nappr from a brick-and-mortar concept to a marketplace model, focusing on what makes a pivot successful.
- Startup Culture: Jared shares insights from his time in New York startups and the importance of company culture, especially in smaller, more agile teams.
- Founding Nappr: Inspired by personal sleep issues and a gap in the travel market, Jared launched Nappr to offer short-term hotel stays focused on improving sleep.
- Overcoming Challenges: From co-founders leaving to airline bankruptcy chaos, Jared explains the hurdles he faced while growing Nappr.
- Tips for Travelers: Advice for getting better rest while traveling, including using an eye mask, meditating, and embracing short naps during long travel days.
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Liz Owens is the Senior Vice President and General Manager of Vacations by Rail, North America’s leading provider of train vacations. With over 20 years of experience in marketing and brand growth, she has played a key role in expanding the company’s reach and doubling its size. Liz and Susan discuss trains, travel tips, and the timeless appeal of rail vacations.
What you can expect to hear:
- Are trains the new planes? Liz shares all things rail travel, from packing tips to navigating the onboard experience.
- No tiny shampoos here! Are luggage restrictions and security on trains anything like on planes?
- From retail to the rails: Liz shares how her background in advertising and retail shaped her career journey.
- Train travel = nostalgia unlocked. Why the slower pace of rail travel brings a unique magic you can't find in air travel.
- The art of packing for the rails: Tips for packing light and staying comfortable, especially when traversing cobblestone streets or small European villages.
- Unexpected train quirks: Wondering what it’s like to sleep on a train? Liz compares it to a cozy camping trip and spills the secrets to a peaceful night on the rails.
- Sustainability with a twist: Liz talks about how rail travel fosters economic sustainability by supporting small towns and villages along the routes.
- A brush with the paranormal? Liz shares a funny and mysterious story from her time at Paper Source that involves a celebrity tweet, a store ghost, and social media chaos.
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Gustavo Viescas is the president of Wyndham Hotels and Resorts for Latin America and the Caribbean. After more than two decades in finance, Gustavo's role has grown to encompass launching a new all-inclusive brand and leading 266 hotels. Susan and Gustavo talk about balancing financial acumen with leadership that emphasizes emotional intelligence.
- What soft skills Gustavo had to develop to become President.
- Why consistency between price and product is key to customer satisfaction.
- Why balancing short-term and long-term decisions is a critical challenge in leadership.
- How Gustavo and team launched the all-inclusive Wyndham Ultra brand during the pandemic.
- What branding initiatives Gustavo has championed, including all-inclusive travel for all.
- How branding plays a crucial role in long-term business success, despite challenges in measuring ROI.
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Stephen Galbreath is the Chief Development Officer and Head of Design and Construction at Garfield Public Private, specializing in the development of convention centers, hotels, and essential municipal buildings. Stephen helps cities and government entities build impactful infrastructure that drives economic growth and revitalizes communities. Susan and Stephen talk about the benefits of convention business and bullet-proof vests.
- What challenges arise when working with municipalities on hotel projects.
- When Steve transitioned from architecture to public-private partnership development.
- Where Garfield Public Private operates and the types of projects they specialize in.
- How the ownership structure of a convention center hotel differs from typical hotels.
- What economic impact a convention center hotel can have on a local community.
- How Steve's experience in architecture influences his current role in hotel development.
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Kevin Fedarko is a magazine writer, adventurer, and author of A Walk in the Park: The True Story of a Spectacular Misadventure in the Grand Canyon. Kevin traversed the 800-mile distance of the Grand Canyon over a year and was surprised that he lived to write about it. Susan and Kevin talk about silence, light, and hubris.
What you'll learn about in this episode:
- How to pack light
- Who helped Kevin avoid certain death
- Why the Grand Canyon is so difficult to hike
- What the transformational power of silence is
- What makes the Grand Canyon's landscapes and silence such valuable, fragile resources
- When Kevin realized the journey would evolve from a magazine article to a full book
- Why Kevin believes difficult experiences, like his hike, lead to deeper personal growth
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Tim Hentschel is the founder of HotelPlanner, which sought to digitize the analog process of booking group business in hotels. HotelPlanner has changed a lot since it launched, and Tim is now exploring other ways to digitize analog processes in the hotel industry. Susan and Tim talk about automating relationships, over-managing rate strategy, and innovating in a tech resistant industry.
What you'll learn about in this episode:
- Why AI might not fully replace human agents in high-touch services.
- How the flexibility of gig work is gamified for customer service agents.
- How AI is being integrated into HotelPlanner's customer service operations.
- Why the hospitality industry is resistant to fully automating meeting space bookings.
- What challenges revenue management systems face during high-demand events like the Olympics.
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Adam Tuttle is a luxury hotel veteran and founder of Yipy, an app that helps hotels digitize their service standards so that nothing gets missed. After working with a multitude of hotels of all types, Adam realized that the burden of managing standards from multiple sources was too big, so he came up with a way to combine them in one spot. Susan and Adam talk about why luxury hotels are so expensive and what to do when confronted with royal vomit.
What you'll learn about in this episode:
- Where Susan picks up trash
- What service should feel like
- When Adam picked the hotel business
- How much luxury hotel rooms sell for
- Why there are so many standards in the hotel industry
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Mindi Cooke is fashion executive turned reunitor of lost things. As SVP of Business Development at Reunitus, Mindi helps airlines, ski mountains, and hotels use software to match lost items with their owners. Susan and Mindi talk about stuffed animals, iPads, and Chanel.
What you'll learn about in this episode:
- Where to label your suitcase.
- What percentage of lost luggage is found.
- How hotels outsource lost-and-found services.
- Which lost items are most important to return.
- Why Unclaimed Baggage pays for lost items in advance.
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Matt Casella is a former finance guy and restaurant automation entrepreneur who serves as President of Richtech Robotics. The company creates robots who cook, clean, and serve drinks, including their latest invention, Adam. Susan and Matt talk about automation, experience, and the perils of opening a restaurant.
What you'll learn about in this episode:
- Who is Adam?
- When to ignore advice
- Why finance sometimes leads to food
- What recipe Matt is best at preparing
- How to improve upon past humanoid robots
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Andrea Piana is committed to a sustainable, zero-waste economy, so it may come as a surprise to learn that he is CEO of a more than 400-year-old textile company, Piana Technology. Andrea has created a new bed that is made with non-woven fiber, is 100% recyclable, and is designed to give hotel guests a luxurious night's sleep. Susan and Andrea talk about thinking, innovating, and skiing.
What you'll learn about in this episode:
- How non-woven fabrics and calming molecules help sleep
- How Andrea got interested in sustainability
- Why personal values can guide a company
- What a circular economy means to Piana
- Where 50K mattresses per day end up
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Ali Krupnik is founder of MyWellCo, a wellness events company. Ali is passionate about bringing wellness to corporate events without it having to be yoga. Susan and Ali talk about floating in a chair and fighting phone stress.
What you'll learn about in this episode:
- How to lower stress
- When to bring your pillow
- Who hires MyWellCo for events
- What you can do for better sleep
- Why wellness is not the same thing as yoga
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Jennifer Barnwell is president of Curator Hotel and Resort Collection, a consortium of about 100 independent hotels across the US who have joined forces to create more buying power and give consumers one place to find independent lifestyle hotels. Curator's mission is to help independent hotels stay independent, and Jen has enough industry experience to lead the way. Susan and Jen talk about number crunching and bank fraud.
What you'll learn about in this episode:
- What lifestyle hotels are
- How buying power helps independents
- When data helps and hurts the hotel business
- Where to look for experiences that are truly unique
- Who are the best people (hint: starts with H, ends with otel)
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John Bianchi is founder of STR Search, a data analytics company that helps real estate investors determine which properties are best positioned for cash flow. With more than $75 million in deals and a (self-reported) 100% success rate, John is the short-term rental industry's expert on what makes a successful Airbnb business. Susan and John talk about hottubs, dining tables, and rental arbitrage.
What you'll learn about in this episode:
- Who should clean your rental units
- How to juggle multiple business interests
- Why treehouses will never go out of style
- What to add to your STR to make it succeed
- Where memories are created in a rental house
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Seema Jain is founder and president of Seva Global, a cultural competency training and consulting company. After using her own cultural competency to move major market share during the 2008 recession, Seema developed programs to enhance cultural competence across Marriott hotels. Susan and Seema talk about pickles and vegetarian food.
What you'll learn about in this episode:
- How to think the breakfast buffet
- Why you might give up an aisle seat
- When to apologize for a cultural faux pas
- Who has recession-proof business for hotels
- What you're responsible for as an entrepreneur
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Ashli Johnson is finally holding a conference for Black and Brown hospitality leaders, and the world will be better for it. An industry mainstay with experience across operations, real estate, consulting and academia, Ashli's latest project, Hued 2024, will connect and inspire hoteliers of color. Susan and Ashli talk about academia, intersectionality, and sugar babies.
What you'll learn about in this episode:
- Where to start networking
- What conferences do for hotel careers
- How one front desk agent got a new car
- Which experiences make degrees more valuable
- Why Michael Phelps almost ended Ashli's career
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Bruce Jordan has been in the hotel business since age 12, and he's picked up so many tricks along the way that he put them into a book. The Hotel Revenue Bible is a hotelier's guide to under-the-radar ideas that will make your property more profitable. Susan and Bruce talk about gas leaks, upsales, and labor costs.
What you'll learn about in this episode:
- How to save money on electricity and internet
- Where hotels go wrong with labor
- When to start upselling guests
- What the 49 cents rule is
- Why rewards matter
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Alex Alioto is co-founder and head of growth at whimStay, a last-minute booking platform for short-term rental stays, and Noel Russel is chief marketing officer at the company. Susan talks with them about how they see the importance of travel and where the industry is headed.
What you'll learn about in this episode:
- Where to visit for under-the-radar wine country
- How consumers think about last-minute travel
- Why nomadism is more accepted now than ever
- When to listen to the voices in your head
- What Alex and Noel hope for from AI
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Cory Mortensen is a travel writer and explorer who has published three books, the most recent called Embracing Bewilderment. Cory spent two years traveling around the world and having adventures, from eating stew in a farmer's backyard to being held at gunpoint by an authoritarian military regime. Susan and Cory talk about how photography is sometimes rude and how traveling can calm your fears.
What you'll learn about in this episode:
- How ancient aliens maybe did stuff
- When to pitch a tent in a new country
- Where you don't lose your common sense
- Why travel friendships can be like therapy
- What kind of tickets to always book in advance
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Ludovic Siouffi is founder and CEO of Fox Fold, a company that makes toilet paper and facial tissue dispensers that lower costs and reduce waste. After many years in finance, Ludo joined forces with three co-founders to reinvent toilet paper. Susan and Ludo talk about creating a supply chain, leaning on a co-founder, and discovering a secret on the loading dock.
What you'll learn about in this episode:
- When to contact your investors
- What is hard about folding tissue
- Why Ludo feels sorry for solo-preneurs
- How to keep your ideas safe from imitators
- Where to look for thrown-away toilet paper rolls
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Chris Green is the author of The River Guide to Leadership and former President of Remington Hospitality. In his exit interview on Top Floor, he spills the beans about the hotel business, including dishing hte dirt on several hotel company CEOs. Susan and Chris talk about leadership, problem-solving, and lavender fields.
What you'll learn about in this episode:
- How to write a book
- Who is the best hotel company CEO
- What to share in your exit interview
- When great financial returns are an art
- Why being direct is the kindest thing you can do
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Rebecca Dean has had concurrent career paths in healthcare and hospitality, which positioned her perfectly to found Healthpitality. A virtual medical practice, Healthpitality exists to serve hospitality employees, especially restaurant workers, who traditionally struggle to access healthcare. Susan and Rebecca talk about rifles, co-pays, and the future of insurance.
What you'll learn about in this episode:
- When to protest sidework
- Why you need an annual checkup
- How to keep staff members happy
- Who benefits from high-cost healthcare
- What legal restrictions govern medical practices
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Gary Saperstein is a 30 year restaurant veteran and founder of Out in the Vineyard, a travel and event company that brings the LGBTQ+ and winemaker communities together in Califonia's Wine Country. For more than 16 years, Gary has put on Gay Wine Weekend, a three-day extravaganza that builds community and raises money for charities like Face to Face. Susan and Gary talk about how the gay community was made visible, starting with a twilight T-Dance.
What you'll learn about in this episode:
- How to entertain non-drinkers in Sonoma Valley
- Why T-Dances hold a place of importance in gay history
- Who hotels need to be marketing to, especially for weddings
- Where to sneak away for a romantic rendezvous at a winery
- When to go to Gay Wine Weekend (spoiler: it's July 19-21, 2024!)
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Oliver Winter is founder and CEO of A&O Hostels, the largest privately-owned chain of hostels in Europe, with 40 properties in 25 cities. After a brush with "travel shame" during the pandemic, Oliver began to understand the threat that the climate crisis poses to the future of travel demand. As a result, he resolved to make A&O carbon neutral by 2025. Susan and Oliver talk about the carbon footprint of the lodging business.
What you'll learn about in this episode:
- How marmalade impacts carbon footprint
- When the best time to start a business is
- What mistakes to avoid in opening a hostel
- Why the fall of the Berlin wall gave Oliver confidence
- Who to ask for the best ideas to transform your business
Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.
Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
Scott Greenberg is a motivational speaker, former Edible Arrangements owner, and author of "Stop the Shift Show: Turn Your Struggling Hourly Workers into a Top-Performing Team." As the former owner of multiple Edible Arrangement stores, Scott has learned that approaching your hourly staff with a salaried mindset is a recipe for failure. Susan and Scott talk about what's still wrong with dining out and hard vs. soft needs.
What you'll learn about in this episode:
- How to decide when to give someone a raise
- Who makes up the best audience for a speaker
- What bosses should do when managing Gen Z employees
- What Maslow's Hierarchy of Needs has to do with pizza parties
- Which new service consultants should consider adding to their offering
Rate, Review, & Follow on Apple Podcasts "I love Susan, Top Floor, and the Loading Dock." If that sounds like you, please consider rating and reviewing my show! This helps other people like us find the show and makes our guests feel good about being on it.
Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
David Lund is the Hotel Financial Coach, a thought leader and trainer on using finacial data to drive your business decisions and your career. A 30-year hotel vet, David has seen everything, a lot of which he shares in his book, The Prosperous Hotelier. Susan and David talk about railroads, scams, and Russians.
What you'll learn about in this episode:
- Why it is so important to ask questions
- How to get better at understanding the P&L
- What railroads have to do with luxury hotels
- How much time to spend on your expense checkbook
- What GMs and owners who don't share numbers are up to
Rate, Review, & Follow on Apple Podcasts "I love Susan, Top Floor, and the Loading Dock." If that sounds like you, please consider rating and reviewing my show! This helps other people like us find the show and makes our guests feel good about being on it.
Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
From a haunted vacation rental to a casualty-free plane crash, the teams of the Hunter Hotel Investment Conference and Hunter Hotel Advisors brought their A-game stories to the mic for this trip to the Loading Dock. Experience the highs and lows of a life in hospitality when you listen to what just maybe our best collection of funny, crazy, and just-plain-weird stories yet!
You will hear about:
- Showering in the dark - A styrofoam wedding cake - The stolen and returned Mustang - Canceling the Hunter conference - Losing a boom box and making a sale - Jetski tours of an abandoned resort - The unlikely event of a water landing
Rate, Review, & Follow on Apple Podcasts "I love Susan, Top Floor, and the Loading Dock." If that sounds like you, please consider rating and reviewing my show! This helps other people like us find the show and makes our guests feel good about being on it.
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Brian Miller is CEO of Patrice & Associates, a hospitality staffing franchise company with 180+ locations in North America. As a staffing expert, Brian says that there are demographic forces at play that will continue to put pressure on the labor market. Susan and Brian talk about French fries, franchising, and first-time executives.
What you'll learn about in this episode:
- How the aging workforce and low birth rates impact labor
- Unexpected types of franchises, including Patrice and Associates
- What a candidate should expect from a recruiter
- Why companies have no choice about becoming more felxible
- The lesson of a giant pink eraser
Rate, Review, & Follow on Apple Podcasts
"I love Susan, Top Floor, and the Loading Dock." If that sounds like you, please consider rating and reviewing my show! This helps other people like us find the show and makes our guests feel good about being on it.
Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
Glenda Lee is a workforce development leader specializing in bringing young adults into hospitality. After a long hotel sales career, Glenda spent a few years in the classroom and learned all kinds of things about what early career candidates are looking for at work. Hint to hotels: Rethink your rules and regulations. Susan and Glenda talk about first-time professionals and obstacles to hotel career success.
Frank Reeves is Chief Evangelist at SHR Group after having been co-founder and CEO of Avvio. At Avvio, Frank was doing AI in travel long before ChatGPT and digital key automations were even being discussed in the hotel industry. Susan and Frank talk about how hotel guests are like serial killers, how cancellations can be de-risked with data, and how three wet lads worked their way to a successful exit.
From Chinese food to burning cardboard, this year's Loading Dock stories from the 35th Hunter Hotel Investment Conference did not disappoint. Listen to these funny, crazy, and just-plain-weird tales from hoteliers, and count your blessings if none of the crazier things have ever happened to you!
Calvin Stovall has been the vice president of a hotel brand, the CEO of a charitable foundation, and the founder of a speaking company, but the role he's most excited about is historian. With his book Hospitality Historiography well underway, Calvin is sharing the stories of African American hoteliers (listen for a cool one in this episode). Susan and Calvin talk about branding, soul music, and ice storms.
Melissa Maher is a former hotelier and 20-year Expedia executive who is writing a new career chapter - founder of Pinnacle Enterprises Group. Melissa's company offers hospitality consulting and executive coaching, and she is launching a new leadership class that will share her best lessons in a group cohort format. Susan and Melissa talk about confidence, courage, and Las Vegas.
Jason Brooks spent more than 20 years in the restaurant business, and he has packed two decades' worth of wisdom into "Every Leader Needs Followers," his book about restaurant leadership. Structured to meet restaurant managers where they are, Jason's book is a tactical must-read for the industry. Susan and Jason talk about secrets, success, and sharp knives.
Edwin Schaerlaeckens had a long career in the corporate world before a hotel room door hanger changed his perspective. As the North American lead for Hotels for Trees, Edwin helps travelers turn their unused housekeeping into newly planted trees. Susan and Edwin talk about handball, the end of capitalism, and nature.
Michael Goldrich has spent time working in politics, management consulting, and hospitality, but the through-line of his career is curiosity. Michael's book, "Too Many Hats, Too Little Time: Productivity Reimagined with AI Personas," describes how business leaders can create their own virtual advisors using AI. Susan and Michael talk about ethics, copyrights, and scams.
Peter Yesawich's long career in hospitality and travel marketing led him to healthcare, where he discovered that an infusion of hospitality could make a big difference for patients and providers. His book, co-authored with Stowe Shoemaker, details how the healthcare industry can make positive change. Susan and Peter talk about buying behavior, books, and best practices.
Michèle Kline and Stephanie Leger bonded over WTF hotel moments in their work and travels, so it only made sense for them to come together to "walk the floors" as hospitality trainers and podcasters. Susan, Stephanie, and Michele talk about service, junk fees, and awkward lurking.
Stuart Greif did a metaphorical backflip into hospitality, spending 18 months living in a hotel while working as a management consultant. These days, Stuart is Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide. Susan and Stuart talk about going to summer camp, being an ally, and four-wheeling through the jungle.
Cat Meek is back to help Susan recap last year and predict the future for 2024. Mostly, the sisters ask each other rapid-fire questions.
If you have seven minutes to spare, we would love to have your feedback. Click the link below for a completely anonymous, five-question survey for Top Floor listeners! https://lnkd.in/g8ACtQz2
Kelsey Knoedler Perri can impersonate a princess or two, but writing is her one true love. As director of public relations for Road Scholar, Kelsey specializes in the mission of combining travel and education to provide experiences for older adults. Susan and Kelsey talk about the transformative power of travel and the power to transform travel for social good.
Haley Payne started "working" in hotels at age six, rolling silverware for her mom. After 14 years as a general manager, she flipped the script to become head of commercial at Pure Wellness. Susan and Haley talk about making a guestroom allergen free for better sleep.
Naureen Ahmed credits her international childhood with creating the desire for the kind of multicultural environment found in hospitality. After a 16-year career, Naureen took a belated gap year, during which she founded Inspiring Women in Hospitality. Susan and Naureen talk about visibility and shrinking chef pants.
Scott LaMont is a landscape architect and CEO of EDSA. In spite of his terrible taste in college football teams, Scott has a way of explaining the concepts of design and planning that makes you want to learn more. Susan and Scott talk about dead zones and how to dress when you lose your luggage.
Talking to Christine Trippi is like drinking seven Five Hour Energy shots and lighting a firecracker in your brain -- even reading her book, Yes is the Answer, makes you feel energized. As the Wise Pineapple, Christine helps hotel leaders build cultures where yes is always the answer. Susan and Christine talk about passion, purpose, and pineapples.
John Chernesky has spent his entire career in the cruise business, with jobs that have ranged from daytime entertainment to national sales. Having taken more than 25 cruises himself, John expertly addresses all of Susan's unfounded concerns about taking a cruise and explains why staying with one company for a long time can be a pleasure.
Steve Palmer has had a hand in more restaurants than you've probably even visited, and he founded Indigo Road Hospitality Group in 2009. Steve is also known for Ben's Friends, a support group for food and beverage professionals. Susan and Steve talk about why businesses need to stop managing to the exception and where to put CBD drinks on your beverage menu.
Bonus questions? That's right. Susan Barry asks most guests a couple of bonus questions at the end of every recording, and this episode includes seven answers to the question, "Who would you want to be stuck on an elevator with and why?" Thanks to Brian Proctor, Jennifer Hill, Derrick Barker, Madi Rifkin, Jordan Locke, Nima Anvar, and Annie Sloan for playing along!
Alexa West traveled full-time for more than a decade, creating the Solo Girls Travel Guides to help other women explore her favorite places. Alexa's latest book, The One-Way Ticket Plan, focuses on how to travel instead of where to travel. Susan and Alexa talk about finding free lodging, staying safe without freaking out, and working remotely around the world.
Philip Welker is a historic preservationist in hotelier's clothing. His portfolio of boutique hotels is made up of properties that do as much to revitalize a community as they do to generate revenue. Susan and Philip talk about changing majors, finding partners, and stealing art.
Leticia Proctor was tricked into her hotel career, and the industry has benefited enormously as a result. As Executive Vice President of Sales, Marketing, and Revenue Management for Donohoe Hospitality Services, Leticia guides the company's topline revenue efforts while helping design and plan renovations and new construction. Susan and Leticia talk about what it's like to be the only Black woman in the room and how to position yourself for an above-property role.
Like many startup founders, Stephanie Daniel used to be an investment banker. As CEO of Legends, she is investing in a zero-paty data future by creating a way for consumers to share their travel DNA with brands. Susan and Stephanie talk about pitching, privacy, and personalization.
Sarah Saffari was a fitness influencer before realizing she could put what she'd learned to better use as a consultant and agency founder. As CEO of InfluencerNexus, Sarah helps hospitality companies and other brands create powerful campaigns without fraudulent followers. Susan and Sarah talk about why marketing is like a bank account and how to swim out of a riptide.
Alex Sharpe has been a luxury travel executive for most of his career, but he has found renewed purpose in using travel for good. As President and CEO of Signature Travel Network, Alex created Travel Elevates, a foundation that funds important projects around the world and gives travelers unique experiences that elevate their memories. Susan and Alex talk about travel advisors, Hawaii, and bridge.
Anita Francois studied television production and archeology at university and used the money she earned to fund a pretty serious travel habit. Anita's deep knowledge of the often overlooked history of Black travelers and personal discovery of the Black travel movement on Instagram came together when she created the Black Travel Summit. Susan and Anita talk about pneumonia, heart attacks, and the Maniq of Thailand.
Tracy Prigmore is a real estate investor, hotelier, and educator of women who want to become hotel owners. As creator of She Has a Deal, Tracy is teaching women how to do hotel deals, introducing them to powerful industry networks, and searching for the capital it takes to make it happen. Susan and Tracy talk about the latest season of She Has a Deal and SHaDTalk.
Annie Sloan was a TV producer, writer, and director, then transitioned her creative skills to marketing and advertising for tech companies like Twitter and Facebook.
Her side gig as a short-term rental host start with Craigslist but ultimately became The Host Co. Susan and Annie talk about fake reality, real opportunity, and surreal neighbor behavior.
Nima Anvar is a former scientist, a past hotelier, and a current start-up founder. After a somewhat forced science education, Nima joined his wife's family business in Grenada and learned to manage a hotel on the job before pivoting to start GuestChat, his hotel chatbot. Susan and Nima talk about finding inner peace, searching for home, and being nice.
Tamina Wuerth is a world-traveling free spirit with a thirst for learning -- on her own terms. After almost a decade of hotel jobs and freelance social media gigs, Tamina synthesized all of her experience and her ability to understand technology quickly into AIvolution, her artificial intelligence company that makes solutions for hotels. Susan and Tamina talk about waiting tables, making friends, and fleeing spiders.
Jeanelle Johnson is the voice hotel companies listen to about upgrading legacy technology. As leader of PwC's travel, transportation, and hospitality practice group, Jeanelle is able to meld her love of travel with a deep background in finance and M&A to give advice about planning for the future. Susan and Jeanelle talk about arrogant celebrities, keyman risks, and degree programs.
Mandy Murry has done so many cool jobs in travel and hospitality that her life story would make a great anthology series on TV. After running the Olympic Torch in Rhode Island, working on a private island in the Bahamas, and owning a hotel in North Carolina -- among many things -- Mandy has turned her extraordinary experience into a new type of consulting as the hospitality mentor for independent hotels. Susan and Mandy talk about the stumbles of staffing, the fluidity of fine dining, and the ickiness of a dead body on ice.
Elysia Burns had to stop a guy from cutting up the server room with hedge clippers, and that was at her first job. As co-founder of Friendly Like Me, Elysia is creating a way for people with access needs to figure out what they can expect at the restaurants, hotels, and attractions that they want to visit, and a way for those businesses to get more customers. Susan and Elysia talk about caved in ceilings, motorized beds, and untapped billions in spending power.
Cue the confetti -- it's episode 100! Susan Barry is joined by her sister, Cat Meek, to recap their recent Cherish Tours trip to Alaska. Learn what it's like to travel with a group of strangers who become friends with an amazing itinerary that you don't even have to plan! Susan and Cat talk about packing anxiety, the Paper Plane cocktail, and crampons. Thank you for listening, and here's to 100 more!
In this solo episode, Susan Barry shares content ideas for three real hospitality start-up businesses to use on LinkedIn. Big picture, you should think about three key messages or topics that you want your business to be associated with, and create content that hits on those messages over and over. If you want to see how well Susan does this in the real world, follow her and the show on LinkedIn!
Craig Everett came close to running out of water in a Mongolian desert, and that's not a metaphor. A serial entrepreneur with a penchant for packaging travel experiences in new and novel ways, Craig is CEO of Holibob, a technology platform that links experiences with travelers. Susan and Craig talk about humility, confidence, and tow ropes.
This is Part Two of our Loading Dock stories from the HITEC show, held in June 2023 in Toronto. There are some great ones here, so listen up!
In memory of Dylan Beaumont, one of the greats, and with thanks to HFTP, we bring you Part One of this year's Loading Dock stories from HITEC in Toronto. Stay tuned for Part Two in episode 97.
Megan Grant is a lifelong solo traveler with a talent for executing details. Having visited 35 countries and planned events for hundreds of thousands of attendees, Megan put her particular combination of skills into action as founder and memory creator of Cherish Tours, a travel company that plans adventurous vacations for women. Susan and Megan talk about finding the entrepreneur inside, traveling with priorities rather than agendas, and packing in a carry on. This episode is part of a collaboration between Top Floor and Cherish Tours.
Jordan Locke has priced everything from water balloons to oil and gas, but he now spends his time setting revenue strategy for short-term rental property portfolios. After military service and a degree from Columbia University, Jordan learned what we all do -- hospitality has the magical power to suck you in and never let go. Susan and Jordan talk about what is similar and different about how hotels and short-term rentals set prices and manage inventory.
Unclaimed Baggage in the country's only reseller of lost luggage, and Sonni Hood has worked there since high school. As public and community relations manager, Sonni sees all of the luxury and loony things that people leave in their luggage. Susan and Sonni talk about taxidermy rattlesnakes, ancient artifacts, and celebrity needlework.
In this birthday solo episode, Susan Barry talks about how lodging businesses of all types should be thinking about upselling. The short version is that if a hotel or short-term rental tries to decide what is valuable on behalf of a traveler, it will backfire. Your lodging business does not need to be all things to all people. Happy Pride!
Peter Ricci hated law school, and the entire hospitality industry is very lucky he did. As Director of the Hospitality and Tourism Management Program at Florida Atlantic University, Peter became a household name when he created a free online hospitality certificate during the pandemic that served more than 70,000 people. Susan and Peter talk about the state of higher education, the state of Florida, and the state of mind it takes to work in hotels.
It took Chris Green four years from his first day working in a hotel to his first day as a hotel general manager, and he thinks you can do it faster. As President of Remington Hotels, Chris is focused on generating top line and talent, but he's not afraid of talking about every dollar every day. Susan and Chris talk about firing sales people (calm down, we're being dramatic!), hiring robots, and dropping money in the St. Johns River.
Karen Laos has surfed in Costa Rica, hiked in the Grand Canyon, and danced in the ballroom, but being adventurous doesn't mean she's always been self-confident. As a keynote speaker, Karen is on a mission to eradicate self-doubt in ten million women over the next ten years. Susan and Karen talk about making eye contact on Zoom, singing negative self-talk in the car, and meeting boyfriends over dating apps.
Mary Mattson-Quagliana is a hotelier who tried to escape the business. After many years as a corporate trainer and talent leader for Rosewood, Mary started her company, Curated Critique, to help hotels operationalize their values. Susan and Mary talk about the Olympics, executive coaches, and broken glass.
Michael Cecchi-Azzolina is a life-long maitre d' and restaurant person, and his book "Your Table is Ready" dishes more dirt than 200 loading dock stories. Susan and Michael talk about palming a tip, acting on the dining room floor, and what an American bistro should be.
Kate Jerkens planned her childhood birthday parties with the efficiency of Jennifer Lopez in the Wedding Planner and parlayed those organizational skills into an events, sales, and marketing career in hotels. When former colleague Fawn Weaver approached with a top secret project in 2016, Kate was in, and together they launched Uncle Nearest. On its face a whiskey brand, Uncle Nearest is so much more, and Susan and Kate talk about how the company is building a legacy that transcends the liquid in the bottle.
The loading dock is the best place in a hospitality business to tell tall tales, share secrets, and generally dish the dirt. From a mysterious top hat to a motorbike accident, part two of this year's loading dock stories from the 34th Hunter Hotel Investment Conference are all over the map. ICYMI, catch part one of stories from Hunter in episode 81.
Ryan Rivett grew up surrounded by two things: fish and hotels. As CEO of My Place Hotels, Ryan sees himself as a builder, both literally as he oversees the company's construction efforts, and figuratively as he shepards his brand through its growth to more than 100 franchises. Susan and Ryan talk about the itch to travel, the inefficiencies of public space, and the dangers of fishy fish.
From being held up at gun point to mistaking a potted plant for a urinal, this year's loading dock stories from the 34th Hunter Hotel Investment Conference did not disappoint. Listen to these funny, crazy, and just-plain-weird tales from hoteliers, and count your blessings if none of this foolishness has ever happened to you. More stories from Hunter coming in episode 83.
Lori Kiel sold vacuums door-to-door and studied to be a travel agent, but she found her home in the hotel business. As Chief Commercial Officer at the Kessler Collection, Lori sees her role as directing traffic by keeping the experts in sales, marketing, and revenue strategy moving forward at the same speeds without crashing into each other. Susan and Lori talk about moving from prospecting to R&D, avoiding an obsession with the red pen, and creating special teams for special duties, including dealing with dead bodies.
Madison Rifkin invented a bike lock at age 12, patented it at 15, and is now CEO of the company it inspired a decade later. As co-founder of Mount, Madi helps travelers make memories by allowing them to easily rent equipment and gear like kayaks, golf clubs, and scooters. Susan and Madi talk about revenue streams for short-term rental hosts, fundraising, and how to (maybe?) rent a car in Hawaii.
Joanna Jagger is a championship oyster-shucker, but her real passion lies in making space for women at every table in hospitality. As a professor and leader of WORTH Association, Joanna conducts research and holds events that endeavor to move women in recreation, tourism, and hospitality forward. Susan and Joanna talk about their non-biological sisterhood, how higher ed can help hospitality, and when you've got to kick out a high-dollar guest.
Eleanor Erickson is something of a hotel unicorn. She spent the first 22 years of her career at the same hotel, rising from the front desk to regional director in the process. After wrapping up that chapter, Eleanor is now a hotel culture consultant and coach who helps properties bridge the gaps between brand identity and local operations. Susan and Eleanor talk about fried chicken vs. pizza, combing through trash, and how to keep cool when guests are acting, well, crazy.
Derrick Barker was a football player, robot maker, and Goldman Sachs trader before he started investing in multi-family real estate. After getting his hands dirty as a real estate investor, Derrick and co-founder/spouse Brittany Mosely founded Nectar, a start-up that endeavors to provide cash flow financing to the short-term rental industry. Susan and Derrick talk about parental expectations, tough markets, and why phone calls are no longer allowed at closing dinners.
Jennifer Hill is everyone's favorite revenue person, most likely because she brings an improv veteran's "yes, and" attitude to everything she does. Vice President of Commercial Strategy at Kalibri Labs, Jennifer is spreading the gospel about how data-driven decision-making and collaboration can make hotels more profitable. Susan and Jennifer talk about leaving jobs that don't quite fit, building a better revenue mousetrap, and crying at the Loading Dock.
Trisha Pérez Kennealy is a study in contrasts: a former investment banker who takes her greatest pleasure in teaching guests of her historic inn cooking techniques that they can take home. Founder and culinary educator of the Inn at Hastings Park, Trisha is also a competitive ballroom dancer and what she and Ron Burgundy call a marathon jogger. Susan and Trisha talk about on the job training, how physical challenges generate confidence, and what it's like to prepare New York strip for Bobby Flay.
Brian Proctor started his hotel career in Canada but soon hot-footed it down to the States, where he built a career working for the best hotel companies in the business. After taking a turn in corporate serviced apartments, Brian started his own consultancy, Leeds Hospitality Group, and a weekly podcast, Tuesday's Thanks. Susan and Brian talk about working together, how NOT to design hotel rooms for short people, and when to break ties with your local mafia boss.
Welcome back past guests Jody Merl, Kevin Rohani, Davonne Reaves, Peter Van Dorn, and Dawn Gallagher for some old-fashioned fortune-telling!
In this solo episode, elevator operator and host Susan Barry talks her early jobs, weird hobbies, and predictions for 2023. If you are curious about AI, solutions for social anxiety, or how to feel rich for a few hours, this is the place. Bonus points and a prize for the first listener to email susan@topfloorpodcast.com with the mistake in this episode or your own prediction for 2023.
Emmanuel Guisset had sort of a Goldilocks experience when he moved to Northern California from Belgium. San Jose was boring but allowed him to focus on work, while Santa Cruz had plenty of fun but not quite enought focus. Emmanuel founded Outsite to cater to digital nomads like himself that were looking for beautidul destinations with community that allowed them to focus on their careers. Susan and Emmanuel talk about travel, community, and ghost sightings.
Josiah Mackenzie started writing about hospitality marketing before he actually had a marketing job, which led him to a speaking gig in Italy, a new position with a tech company, and 70K monthly readers. As founder of Benchmark Research Partners, Hoteloperations.com, and Hospitality Daily, Josiah is betting that his own curiosity and desire to learn is not unique. Susan and Josiah talk about lighthouse hotels, cheap flights, and how to use artificial intelligence in a non-creepy way.
Mandy Farmer has a shaggin' wagon, and she's not afraid to use it. As CEO of Accent Inns and Hotel Zed, Mandy has spent her career trying to think of the weirdest ways to infuse fun into her hotels for guests, sure, but more importantly for employees. She believes that putting her team first is more than just a culture claim; it's her business strategy, and it has paid off in strong results before, during, and after the pandemic. Susan and Mandy talk about arcade games, special showers, and how to make work more like summer camp.
Connor Vanderholm has been a diamond dealer, a missionary, and a farmer, but his most comfortable role is as a hotel revenue management entrepreneur. Founder and CEO of Topline Revenue Management, Connor is developing software to automate a task that is simple but nor easy. Susan and Connor talk about traveling with large groups, picking a company over a job, and why they'll never have business partners.
This is the second part of Susan's conversation with sister and frequent guest Cat Meek, who also uses cloth napkins exclusively. Susan and Cat talk about creating their own entertaining style and holiday traditions as supposed adults.
Regular guest Cat Meek (and Susan's sister) stops by to talk about what she wanted to be when she grew up, weird holiday traditions, and fancy things. This episode has everything: cash registers, dessert trees, gift ideas, and more!
In this short and sweet solo episode, Susan reports on her recent trip to Rome and discovers the similarities between hoteliers and birds. If you have ever seen a starling murmuration on video or in real life, you'll want to listen to this and check out the video.
Rachel Humphrey likes to pretend that she is retired, but a quick glance at LinkedIn makes it clear that she is staying very busy. A former trial attorney and past CEO of AAHOA, Rachel now spends her time giving back to the hospitality industry through DEI Advisors and the Women in Hospitality Leadership Alliance. Susan and Rachel talk about left turns, broken rungs, and the quest to visit all 50 states in this episode recorded live at the 2022 Cayuga Hospitality Consultants Annual Conference.
Sean Folkson is neither a chef nor a hotelier, but he is founder of a food business with a distinctly hotel-appropriate spin. As a serial entrepreneur, Sean has built companies in a number of sectors, but his current business, Nightfood, is the one he believes will put a dent in the universe. Susan and Sean talk about pocket protectors for bacon, billion dollar snacks, and category creation.
Peter Van Dorn's LinkedIn profile reads like a history of travel technology, from his start during the early days of Hotwire to his exit as CEO of a loyalty-focused OTA. As head of business development for Sensible Weather, Pete is helping guests see nothing but blue sky or green cash. Susan and Pete talk about avoiding cardiac arrest, complicated tech stacks, and getting walked at 2 AM.
Welcome back past guests Kaylon Beck, Vonda Freeman, Stephanie Coradin, and Annie Holcombe for some nerve-wracking tales!
In this solo episode, Susan answers questions from the Emergency Call Button, including why she doesn't do social media anymore, whether LinkedIn is worth the time, how to gain insights from your competitors, and what you can do to make people read what you write. There's also a charming tale of workplace embarrassment for those who celebrate.
Craig Sullivan preferred pumping gas to washing dishes, and yet he was still ultimately drawn in by the pull of hospitality. As a deal-maker and development guy, Craig helped to underwrite and close nearly $25 billion worth of transactions, but his real passion was ignited when California started to get a bad rap. Susan and Craig talk about industry conferences, LA ballot initiatives, and vacation homes across the ocean.
Renee Bagshaw's first experience is hospitality left her family stranded under a thatched roof, but that didn't stop her from rising to the C-suite of a major hotel renovation company. As COO at Continental Contractors, Renee has followed the career path that she blazed for herself by saying yes and filling in holes. Susan and Renee talk about why it matters to partner with your contractor, what you can learn about business development from bartending, and how to make magic with children's toys.
Stephanie Coradin has worked in nearly every hotel department, but her real passion lies in learning and development. As a leadership trainer and executive coach, Stephanie focuses on managing mindset and emotion. Susan and Stephanie talk about putting the sparkle back in hospitality and using deep breaths to calm down.
Vonda Freeman may have gotten her start by inadvertantly breaking a child labor law or two, but her integrity remains firmly intact. As wine director for Indigo Road Hospitlaity Group, Vonda guides the lists of almost 30 restaurants and never stops learning, recently becoming a sake advisor. Susan and Vonda talk about the restaurant business, wild nights, and courage.
Stephen Burke has lived and worked in at least eight countries, but that doesn't mean he's in witness protection. As founder of RobosizeME, Stephen pitched his company's approach to automating the boring parts of running a hotel at HITEC's E20X -- and he won! Susan and Stephen talk about slow-moving fans, metaverse hotels, and why virtual robots are nothing to fear.
We're celebrating Top Floor's first birthday with a visit from our very first guest, Cat Meek. Susan and Cat did their very best to keep it together through this episode, but honestly, there is a LOT of laughter edited out. Thank you for supporting the show!
Dax Cross has history and law degrees but has spent the last 17 years leading a tech company. As Chief Executive Officer at Revenue Analytics, Dax has discovered how to turn end-user insights into a successful Saas company that helps its customer grow revenue. Susan and Dax talk about fried seafood, undergrad shenanigans, and orange juice algorhithms.
As Chief Commercial Officer at Crescent Hotels and Resorts, Dawn Gallagher has her dream job. By continuing to change change her criteria for success, Dawn has followed a path through reservations, revenue, and sales that parallels nicely with the industry's evolution into commercial strategy. Susan and Dawn talk about empathy through ops, avoiding external pressure, and blowing smoke rings.
Davonne Reaves went from front desk clerk to hotel owner in less than a decade, and she wants to make it easier for everyone else to do the same. Davonne's new venture, Vesterr, is a crowd-funding platform for hotels and other real estate deals. Susan and Davonne talk about grandmas, career paths, and airport lounge miracles.
As the recent winner of the E20X People's Choice Award, Beachy is making fun easier. Serial entrepreneur David Stange turned his teenaged experience as a beach boy into a multi-million dollar app that eliminates the friction of food, beverage, and recreation sales on the beach. Susan and David talk about rogue moving companies, paper chair rental charts, and drive market vacations.
As the "Real Women of Vacation Rentals," Alex Husner and Annie Holcombe host authentic conversations on their weekly podcast. Alex and Annie have made their careers in the vacation rental business and are on a mission to capture the story, idea, strategy or decision that led to their guests' big A-HA moments. Susan, Alex, and Annie talk about the Kleenex of vacation rentals, TJMaxx on the red carpet, and birthday extortion.
Kaylon Beck is hard-working and hyperactive, which is how she’s managed to hold down a day job while working on her successful side hustle. Beck & Call, Kaylon’s hospitality business, was created to fulfill her passion for Houston’s Third Ward community, where she grew up and plans to open a bed and breakfast. Susan and Kaylon talk about safety through signage, family holidays, and brushes with Beyonce.
Growing up in a 15-room inn, Rachel Vandenberg swore she would never work in the family business. She changed her mind when, after nine years in the Netherlands, she had twins. Rachel and her husband, Mark, made peace with taking over her parents' property by making their mark on the business. Susan and Rachel talk about making tough decisions, experimenting with new things, and testing out beds for rabbits.
The best part of collecting loading dock stories at conferences like HITEC is the variety of subjects they touch on. From sex workers to shoe shines to claustrophobic elevators, this episode will make you laugh, cry, and scratch your head. If you missed it, be sure to catch episode 44 for more HITEC Loading Dock stories.
So much craziness goes down at the front desk, and our Loading Dock stories from HITEC prove it. Whether they are dodging bowling balls, asking Dora McDonald about the midnight train from Georgia, or welcoming guests to a fake hotel, our storytellers capture the essence and the madness of hotel reception. Stay tuned for more HITEC Loading Dock stories next week.
Tom Smith is not in the witness protection program. Allegedly. Tom has marketed both independent and branded hotels and now works with both as executive director of business development at Awestruck. Susan and Tom talk about how hotels can use social media, why double-booked groups usually work out, and when over-the-top advertising makes sense.
Morgan Rae has designed everything from a coffee bar to a vegan meringue to a hotel that floats in the sea. An interior designer who specializes in hospitality, Morgan lives and breathes her work as a digital nomad with no fixed address. Susan and Morgan talk about outer space, fishing nets, and how the sea is a fertile frontier for design innovation.
Kevin Rohani left a lucrative gig in telecommunications -- i.e., selling cell phones at Costco -- to take a $14/hour temp job with boutique hotelier Sam Nazarian. After years of doing deals as VP of development for multiple big-deal brands, Kevin stopped renting his time and started renting unused hotel kitchen space in order to execute his room service concept. Susan and Kevin talk about how data, CAD drawings, and an aversion to food waste led to a 12-brand ghost kitchen on steroids.
Tommy Yionoulis loves sandwiches, jokes, and food safety – maybe in that order? After a decade of stand-up comedy and many hospitality jobs, Tommy took a piece of tech he built on the fly and turned it into a company that helps manage the tedious but important details of day-to-day operations. Susan and Tommy talk about how to use technology to create accountability and generate insights at scale.
Heidi Stone always knew she'd spend her career in hospitality, but she probably didn't envision just how intertwined it would become with the movies. As president and CEO of Mountain Lake Lodge, Heidi has led the revitalization of a resort with roots in the 1850s. Susan and Heidi talk about technology, education, and TV stardom.
Joe Stren started what is now the largest architectural salvage resource serving boutique hotels and restaurants by dumpster-diving. Olde Good Things has locations in New York, Los Angeles, and Pennsylvania, and the company's wares have been used to reimagine properties like Soho House, the Bowery, and the Jane. Susan tries to talk Joe into getting sentimental about his finds, but instead Joe's no-nonsense approach gives insight into how to make a dramatic first impression in your physical space.
Gavin Philipp may just be brain-bidextrous. As Senior Vice President of Woven by Raines, Gavin uses his left brain to create SOPs and financial projections, while his right brain gets put to work thinking of creative ways to use historic finds like the huge furnace at the Foundry in Asheville. Susan and Gavin talk about why he is bullish on lifestyle and luxury properties, how golf course grass grows, and that one time his now-wife was almost kidnapped by a rock band.
In this solo episode, Susan Barry explains the three stakeholders in the hotel business, how they are incentivized, and why their financial incentives might be inhibiting creativity and innovation. Although she explains a bunch of financial concepts her, be advised -- Susan is neither an attorney nor an accountant. If you have an idea for fixing, changing, or reinventing hospitality, consider this your sign -- get in touch!
Trina Notman experienced something that many people both desire and fear -- going viral -- when her LinkedIn post about sexism from the podium garnered her international news coverage and so many messages she could barely keep up. Although Trina had experienced a similar flash of fame after going undercover to bust up a prostitution ring, she credits her current boss for creating the kind of culture that allowed her to speak up without fear of retribution. Susan and Trina talk about nooners, trolls, and bandits.
Jody Merl is an entrepreneur and luxury travel expert. If that sounds glamorous, you should hear about one of her first jobs - as assistant to the director of famed Olivia Newton John roller skating film, Xanadu. Jody carved out a unique space in hospitality when she founded her company, Innovative Travel Marketing, and she works with hotels and media companies to maximize unused space. Susan and Jody talk about orange juice, dry shampoo, and marketing budgets.
Part two of Susan's conversation with Ira Vouk, author of Hospitality 2.0. In this episode, Ira explains how she teaches hospitality tech and makes the case for data standardization. If you missed part one, you can find it at topfloorpodcast.com/episode/32, along with definitions and explanations of some key terms.
Let's face it: Susan is one of the nerdiest people you've ever met, so when she meets her match in Ira Vouk, you know something special is happening. Ira is the author of Hospitality 2.0, about the digital revolution in hospitality. This conversation is long and interesting, so stay tuned for part two next week. And, if these technical conversations leave you scratching your head, go to topfloorpodcast.com/episode/32 for definitions and explanations of some key terms.
Naked people, reservation snafus, and criminals on the run are all in the mix in this second episode of stories from the 33rd Hunter Hotel Investment Conference. One key lesson here is that the front desk is where the craziest things happen. The six storytellers in this episode have seen a lot! ICYMI, you can hear seven more stories in episode 30.
We got to record loading dock stories at the 33rd Hunter Hotel Investment Conference, and wow! From million-dollar PhDs to HazMat interventions, the seven storytellers in this episode have seen a lot. Listen in on some of the secrets behind the glamour of hotel life, and stay tuned for seven more stories in episode 31.
Marc Eliot is an established veteran of the New York City event design world and has worked with clients like The White House, high profile heads of state, Fortune 500 entities, and institutional organizations to create high-end, luxe events. Marc is also an established song writer, vocalist, and author. Susan and Marc talk about how to recarpet a ballroom, which flower best embodies the Pantone color of the year, and how to catch the creative breeze.
Michael Green sold wine before he could even spell it. Later, as Gourmet magazine’s wine and spirits consultant, Michael created events that were tailored to unique audiences, and he continues to do so today as a wine “edu-tainer.” Susan and Michael talk about how to engineer experiences, why IPA tastes funny, and how a tasting can turn into a love story.
Lenny Moon specializes in disruption. A leader in multiple start-ups, he is CEO of FlyCoin, a cryptocurrency travel rewards program that promises to turn the points-and-miles game on its head. Susan and Lenny talk about business school, squirrel pelts, baseball cards, and a particularly memorable Metro ride in this episode.
Robyn Joliat has held literally every position in corporate housing, from sales to housekeeping, accounting to operations. She is now Chief Technology Officer at Reside, where she uses her fondness for the word "yes" to marshall forward technology innovations that balance guest autonomy and customer compliance. Susan and Robyn talk about meditation apps, air traffic control, and controlling the weather. Listen for the Loading Dock; it's about an uncomfortable, horrific escalation.
Susan Barry has slept on a coffee table after locking herself out of a hotel room, but that's not entirely what this is about. In this solo deep-dive episode, Susan wonders if hotel sales teams are pushing boulders uphill while they swim against the tide. She muses here if hotels should try harder to meet buyers where they are and spend more money on marketing. Hot tip: This is a controversial one, so don't listen with diehard hotel sellers in the car.
CJ Arlotta started out with political aspirations but shifted to journalism, covering tech, healthcare, and hospitality. When he decided to start his company in the fall of 2019, little did he know that a global pandemic was right around the corner. Susan and CJ talk about how to serve as an asset to reporters, why publishers should invest in professional development, and how poker gave him insight into entrepreneurship.
David Aferiat is in the business of bubbles. As an importer of boutique organic champagne, David's life experience as a dual citizen of both France and the United States has shaped the way he sees the world. Susan and David talk about what makes a great champagne, how businesses can be more than money-making machines, and why some wines leave you feeling as good the next morning as you did while imbibing.
As a child, hotels were a respite for Curtis Crimmins. After years working for hotel operators and developers, Curtis used the travel freeze and mass layoffs of the pandemic to reimagine what a hotel could be by starting with the workforce. Susan and Curtis talk about virtual hotel bars, hotel pre-opening fairies, and why key cards need to go.
Danielle Schnieder was once accused of being too prissy for the hotel business, but her award-winning career as a hotel leader proves how untrue that accusation was. As Head of Business Development & Partnerships at Pathfinder Hospitality, Danielle is leading her company's evolution into new asset classes by staying true to the "Platinum Rule." Susan and Danielle talk about where to look for hidden $100 bills, how a "parade" might help develop your team, and why popcorn was an important career lesson.
Amy Martin Ziegenfuss has dined with reef sharks and used a flat iron to get rid of wrinkles in a pinch, but what really fascinates her is how consumers interact with brands. As SVP of Global Enterprise & Brand Marketing for Hilton, Amy is devoted to listening to customers so that the company can stay focused on what is next. Susan and Amy talk about reconnecting with friends and family, taking pets on vacation, "learning" about tequila, and other travel trends to look forward to in 2022.
Stephanie Smith combined her love of hotels, her coder brain, and her knowledge of what was missing in the marketplace to create an agency that caters to branded hotels. That same entrepreneurial spirit led her to develop an AI reporting platform that allows owners and operators to compare performance across brand. Susan and Stephanie talk about measuring OTA effectiveness, why metasearch can be a waste of money, and how tall Shaquille O'Neal really is.
Michael Tompkins got his start as a registered nurse, but he soon answered the call of hospitality. After many years as CEO of hotel brands including Miraval, Michael now helps luxury hospitality companies identify top-tier talent. Michael and Susan talk about surprising salary statistics, why hotels must support women, and how the spirit of hospitality sometimes includes dropping trou tableside.
Twas the night before Christmas and all through the house
Not a creature was stirring, not even a mouse.
Because everyone traveled by car or by air.
With kicking kids asking, “How soon till we’re there?”
Based on the list of adventures he’s had, you would never guess that Nick Shelton considers himself shy. Whether he’s racing cars, crewing sailboats, or skydiving, Nick thinks about how to break social interactions down and use mindset hacks to make them fun and fruitful. Susan and Nick talk about the angel of rescue, the cape walk, and of course, Duke Cookie Face.
Susan Barry was a super-nerd in eighth grade, but that didn't stop her from having to learn things the hard way. In this solo deep-dive episode, Susan describes how your sound, surroundings, mindset, and glass of water will set you up for podcast guest success. She also shares tips for finding cash and other exciting items in your hotel room and reminds you to go potty.
Like many in hospitality, Teague Hunter tried -- and failed -- to leave the business for another industry early in his career. After being drawn back in, Teague has set records and helped lead the way back to recovery through his show, Teague Talks, and his company's annual conference. Susan discusses working with family and dodging bullets with the CEO of Hunter Hotel Advisors.
Entertaining is a way of life for Jana Robinson, from singing her way through each morning to creating dynamic events with plenty of compelling content. Jana has produced happenings for President Obama and Real Housewives, but her passion lies in giving back. Susan and Jana talk about the energy difference between live and virtual events, how to shop for the planner in your life, and the joys of being a Gemini.
Adele Gutman danced her way through performing arts high school before feeling the pull of hospitality, courtesy of a destination spa trip with her mom. Adele found a home at the Library Hotel Collection, where she led its New York portfolio to a truly odds-defying 15 years at the top of the TripAdvisor charts. Susan and Adele talk about the ins and outs of managing a hotel’s reputation by making small but continuous improvements to reduce friction in the guest experience.
Although she still dreams of the Swedish pastries from her first job, Tracy Judge has both feet firmly planted in the realities of the modern events business. Tracy's journey as a freelance economy platform entrepreneur has led her to explore how the soft skills planners cultivated in live events can smooth the way and soothe the anxieties of a shift to virtual and hybrid meetings. Susan learns about how Tracy evolved her company to meet real-time needs and tripled her community along the way.
Jay Schwartz was not interested in starving as an artist, so he transformed his fine arts degree into a career in graphic design and brand strategy. Exploring piles of mud, silvery blue waves, and a Scarface-mountain of casino chips, Jay uses a sense of place -- and lots and lots of pictures -- to craft the guest experience. Jay and Susan talk about branding hotels and restaurants along every point in the guest journey and how the pandemic was the best thing to happen to QR codes.
After a de facto international tour of the hotel business, Christoph Hütter is on a mission to transform the focus of revenue management from gatekeeping to uncovering opportunities. Christoph believes that the pandemic has permanently changed the hotel business for the better, and he places creativity high on the list of skills that hoteliers should cultivate for future success. Christoph and Susan delve into how commercial teams can work together to create more profitable hotels.
Justin Genzlinger graduated from Cucumber Chef to CEO of his family’s hospitality company by climbing the corporate ladder one milk crate at a time. After stints as a broken glass entrepreneur and a financial services consultant, Justin now promotes his portfolio of mostly historic hotels by staying rooted in a sense of place. Justin and Susan talk about how telling stories can help independent hotels stand apart in a crowded landscape.
Chris Daly is happy to work barefoot, but he does not recommend baring your hotel's soul during a time of crisis. With a family history in hospitality and a secret life as a music critic, Chris has handled more disasters, crises, murders, and fires than a season of Law and Order. Chris gives Susan some pointers about how hospitality businesses can handle sticky situations and what to include in a hotel's crisis communications plan.
Kendra Plummer did not grow up with pets, but she did grow up dreaming of owning a boutique hotel in Barbados. When she realized that the path to hotel ownership was not lined with front desk shifts, Kendra left operations for acquisitions, doing math and kicking assets. Susan hears about what it takes to become a hotel investor and how Kendra is tackling the wealth gap for women and people of color.
View the show notes for this episode at https://topfloorpodcast.com/6
After two broken legs cut his professional racing career short, Cory Falter turned his love of art into a career helping hotels and restaurants tell their stories. Cory’s evolution from ink aficionado to digital designer led him to explore the revenue possibilities of technology. Susan learns about Cory’s idea for increasing a hotel guests’ lifetime value by establishing relationships built on trust and extreme transparency.
Tammy Gillis doesn't want to be pitch-slapped, and she doesn't think your customers want that either. A self-described lost soul in her youth, Tammy found herself and her calling in hotel sales. Susan learns how Tammy suggests hoteliers approach the recovery and how salespeople should pursue business conversations to make a positive impact.
Calvin Tilokee's first meme was printed out and hung on his office door. Since then, he's created @revparblems, a hospitality comedy account on Instagram with 20,000 followers. Susan learns how Calvin navigates the highs and lows of being the funniest account on Instagram and helps hotels with social media through his company, RevPar Media.
In the course of her hotel career, Kate Burda learned the business inside and out, from Minneapolis to Miami. Along the way, she figured out that the sound and fury of the hotel business could truly signify something by focusing on a traveler's point of inspiration vs. a hotel's product offering. Susan learns how Kate's company helps hotels and other businesses ignite the connections between financial performance goals and sales and marketing strategies.
As a teenager, Cat Meek took any restaurant job that would have her, working her way to becoming a certified sommelier and manager of a "very fahhncy" restaurant. Over romantic dates spent writing the business plan for a future fine dining establishment, she met and married her husband, who was conveniently also a chef. Susan learns how Cat built a multi-unit restaurant empire by making the guests part of the story.
Susan Barry started her hospitality career sleeping in her car between parties as an off-premise caterer. Since then, she's worked with hundreds of hotels, restaurants, and other hospitality companies to improve commercial strategy performance, gathering a bevy of wild experiences and crazy stories along the way. Top Floor explores how hospitality businesses can tell their stories, with expert tips and entertaining tales from engaging guests.