Hospitality Daily Podcast: Recent Episodes

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In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares why food and beverage (F&B) is a crucial component of hotel businesses and how it can significantly impact overall profitability and guest satisfaction.

Listen now to learn:

• The complexities and challenges of managing F&B in a hotel setting.
• The importance of understanding the economics and financial side of F&B.
• How to balance costs, labor, and guest expectations in F&B operations.
• The role of F&B in creating a compelling destination for guests.
• Key performance indicators (KPIs) to monitor for F&B success.
• The benefits of integrating guest experience scores from various sources.

Also, see our other episodes with Anthony:

• Lessons from Starwood, Kimpton, and IHG in F&B Leadership
• Why Hotel F&B is the Ultimate Creative Canvas

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This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his insights on why you should consider a career in hospitality, particularly in the food and beverage sector.

Listen now to learn about:

• The opportunities for growth and mobility within the hospitality industry.
• The variety of creative and exciting roles available in food and beverage within hotels.
• How working in a hotel setting allows for diverse and innovative event planning.
• The benefits of having a built-in audience with hotel guests.
• The potential for collaboration with other hotel departments to launch unique initiatives.
• Examples of thematic and seasonal events that can be organized in a hotel setting.

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In today’s competitive hospitality landscape, attracting and retaining top talent has become a strategic advantage. In this special sponsor bonus episode, we're learning from Adam Robinson, CEO of Hireology, about innovative recruiting tactics that can help hotels and hospitality leaders transform their hiring process into a true competitive edge.

From refining the application experience to streamlining communications, Adam shares data-backed insights and actionable steps to turn your recruitment process into a "red carpet" experience for candidates.

Whether you're a general manager or a corporate leader, tune in to learn how to navigate the unique hiring challenges in hospitality and build a team that drives success well into 2025 and beyond.

Resources:

• Survey of Hospitality Job Seekers by Hireology
• Hotel Food & Beverage Hiring research by Hireology
• The Hospitality Hiring Best Practices Checklist by Hireology
• Our previous episode with Adam: How To Hire Great People, Faster

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his insights on the strategic importance of F&B in hospitality and his experiences at Starwood, W Hotels, Kimpton, and IHG.

Listen now to learn about:

• The role of food and beverage in creating atmosphere and driving business in hospitality.
• Anthony's career journey and key learnings from his time at Starwood and W Hotels.
• The importance of company culture and how Starwood fostered a strong, cohesive culture across its properties.
• The concept of brand innovation and how W Hotels implemented seasonal changes to enhance guest experiences.
• The impact of brand identity on employee pride and guest perception.
• The balance between flexibility and maintaining brand standards in hospitality.

Also check out: Anthony's episode on Tuesday's Thanks with Brian Proctor

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, we dive into the powerful impact of AI on the hospitality industry and how it’s reshaping everything from guest interactions to digital marketing. We're learning from Adam Wallace, CEO of Spherical, who has more than 15 years of experience leading hospitality marketing innovation. Together, we explore practical strategies for hoteliers to stay ahead in an AI-driven world without losing the human touch that defines great hospitality.

In this episode, we cover:

• AI’s Expanding Role in Hospitality
• The Concept of "AI Slop"
• The Power of Authentic Storytelling
• Generative AI and Search Optimization
• Effective Use of Paid Media in an AI World

Links & Examples:

• Ritz-Carlton “Late Checkout” Campaign
• Spherical's Website and Project Portfolio
  • Rosewood Limited Edition Trailer
  • 2010 Roger Smith Shorts Trailers
  • Rosewood Limited Edition Campaign
  • Returning to New York in September, in style
  • There's more than meets the eye
  • Butler Charm
  • Valentine's Day Fun

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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Executive leadership teams and hotel ownership across the hospitality industry still don’t reflect the diversity of its workforce—or of the guests and communities it serves. Ashli Johnson, founder of Hospitality Hued, is on a mission to change that by creating pathways to leadership and ownership for Black and Brown hospitality professionals. In this episode, Ashli shares her journey from her influential role at Howard University’s Marriott-Sorenson Center for Hospitality to founding Hospitality Hued, an organization dedicated to elevating underrepresented talent in hospitality.

Join us as Ashli discusses:

• How mentorship from industry leaders, including her late friend Ray Bennett (obituary), inspired her path
• The origins and impact of the Marriott-Sorenson Center at Howard University
• How Hospitality Hued empowers emerging leaders through networking, access, and education
• The intentional planning behind her latest industry-defining event, designed to increase diversity and foster connections
• Practical strategies for creating more inclusive leadership in hospitality—and why it matters

If you're ready to rethink the future of hospitality and open doors to a more inclusive industry, this episode is a must-listen.

Memorable Quotes:

• “Hospitality can save the world if we just let it.”
• “Ownership is the ultimate step toward economic freedom and real equity in the hospitality industry.”
• “Sometimes all it takes to create a pathway is taking a moment to recognize someone’s potential and making an introduction.”

Resources Mentioned:

• Hospitality Hued Website
• Howard University’s Marriott-Sorenson Center for Hospitality Leadership

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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What if a hotel could do more than offer a comfortable stay? What if it could become a force for positive change—for its guests, its employees, and the planet? In this episode, we're learning from with Ken and Pam Cruse, co-founders of Soul Community Planet (SCP) Hotels, a groundbreaking hospitality brand dedicated to transforming the industry.

Drawing from their extensive backgrounds in hotel investment and marketing, Ken and Pam share how SCP is redefining hospitality with a purpose-driven approach that blends wellness, sustainability, and community impact. You'll hear how they’re pioneering the concept of "regenerative hospitality," focusing on building hotels that not only serve their guests but also strengthen the surrounding communities and preserve the planet.

From innovative retrofitting strategies to eco-friendly amenities and partnerships with local artisans, Ken and Pam dive into the unique elements that make SCP Hotels an industry standout. They also discuss the importance of creating authentic guest experiences that encourage connection, mindfulness, and well-being—all while making a lasting impact on both people and the planet.

Whether you're a hospitality leader looking to innovate, a business professional interested in sustainability, or simply curious about the future of conscious travel, this episode offers insights and inspiration on how values-based hospitality can change the way we travel.

This episode covers:

• SCP’s purpose-driven mission and the principles behind their “holistic hospitality” approach.
• How regenerative hospitality goes beyond sustainability to actively benefit guests, employees, and communities.
• SCP’s innovative retrofitting strategies and their impact on both guest experience and environmental sustainability.
• How SCP’s unique values and operating model build loyalty, drive positive guest experiences, and create long-term community partnerships.

Resources:

• Soul Community Planet Hotels – Learn more about SCP’s mission, locations, and offerings.
• Connect w

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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Natalie Clafton shares a question after listening to Leanne Harwood's career story.
What do you think?

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A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, we sit down with Lily Ackerman, founder and director of Ackerman Design Studios, to explore the transformative power of art in hospitality. With a background spanning luxury automobiles to fine art curation, Lily shares her unique insights on how design and art create memorable, joy-filled guest experiences. From personal influences and pivotal career moments to her innovative collaborations with emerging and established artists, Lily dives deep into the role of art as a tool for storytelling and connection in hospitality today.

Join us as we uncover how art can go beyond decoration to evoke emotion, build narratives, and strengthen relationships between guests and hospitality providers. Whether you're a hotelier, designer, or art enthusiast, this episode offers practical insights and inspiration on how to use art and design to craft spaces that truly resonate.

In This Episode, You'll Learn:

• The Emotional Power of Art in Hospitality: Why art is more than an aesthetic choice and how it can forge lasting emotional connections with guests.
• Lily's Unique Path from Hospitality to Art: How Lily's family background in hospitality and her early career working with luxury brands like Ferrari shaped her approach to art and design.
• Storytelling Through Art: Discover how curated art can serve as a powerful storytelling tool, adding depth and personality to guest spaces.
• The Art of Curating for Connection: Insights on finding and selecting artists whose work aligns with a brand's values and the guest experience it aims to deliver.
• Practical Tips for Hospitality Leaders: How to begin incorporating art into your own spaces, from identifying the right pieces to creating a cohesive guest journey that feels both inspiring and authentic.
• Supporting Emerging Artists: Why working with up-and-coming artists can bring fresh perspectives and help build a unique brand identity that stands out.

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, we explore a largely overlooked segment in the hospitality industry: kids, teens, and families. While many hotels focus on adult experiences, there’s a growing opportunity to cater meaningfully to younger guests.

Joining us today are Saar ShaiandAlicia Zur-Szpiro, founders of Wanderland, the world’s first consultancy specializing in kids' and teens' guest experiences within the hospitality sector. With backgrounds in game design, toy innovation, and children’s publishing, Saar and Alicia bring a fresh perspective on designing engaging, imaginative, and memorable experiences that attract and retain families.

In this episode, we cover:

• Why Kids & Teens Matter: Saar and Alicia share insights into how younger guests influence family travel decisions, revealing stats and stories about the significant impact kids and teens have on trip planning, from hotel choices to brand loyalty.
• From Yo-Yos to Loyalty: A small gesture can make a big impression! Hear Alicia’s story of how a simple yo-yo gift became the highlight of a family trip, showcasing the power of small, thoughtful touches in creating loyalty among young guests.
• The Business Case for Kid-Friendly Hospitality: Discover why catering to young guests goes beyond amenities. From revenue potential to brand partnerships with kids' industries, there are strategic advantages for hotels willing to invest in family-friendly experiences.
• Designing for Different Ages: Not all kids are the same! The episode explores the nuances of catering to various age groups, including infants, kids, tweens, and teens, and why a tailored approach matters.
• Translating Game Design Principles to Hospitality: With backgrounds in game design, Saar and Alicia discuss how principles like creating anticipation, surprise, and continuity can be adapted to hospitality to engage young guests at every touchpoint.

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this special episode, we explore the transformative role of hospitality in bridging divides, fostering empathy, and building community across cultural and political lines. Listen for insights from recent conversations with hospitality leaders across the US and around the world who believe in hospitality’s ability to bring people together despite differences.

In this episode, you'll hear from:

• Ashli Johnson, Founder of Hospitality Hued: Ashli discusses how hospitality, when centered around serving others, can be a force for unity in both personal and professional spheres.
• Sarah Eustis, CEO of Main Street Hospitality: Sarah describes her hotel’s open-door policy that invites people from all walks of life, fostering inclusivity and meaningful dialogue.
• Jason Himber, CEO of MINA Group: Jason emphasizes how sharing a meal can break down barriers, facilitating open, relaxed conversations even in challenging circumstances.
• Christopher Hunsberger, COO of Appellation: Christopher reflects on the importance of diversity in hospitality, both within teams and among guests, as a way to build empathy and understanding.
• Charlie MacGregor, Founder of The Social Hub: Charlie speaks about creating safe spaces where people can express diverse perspectives and connect without fear of judgment.
• Kara Bartelt, GM of The Hoxton in Los Angeles: Kara discusses her hotel’s proactive involvement in the local community, helping to revitalize downtown Los Angeles through engagement and advocacy.
• Christopher Randall, Director of Community Impact at 21c Museum Hotel in St. Louis: Christopher shares how his hotel supports community empowerment through inclusivity and access to resources.
• Harsha L’Aqua, Founder of Saira Hospitality: Harsha reflects on her philanthropic journey inspired by Mother Teresa, discussing Saira's approach to combining hospitality with meaningful social impact.

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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Today, we’re revisiting a conversation with a guest who has profoundly impacted me and, I believe, represents the true potential of hospitality. Craig Poole, a three-time Hilton Connie Award winner and the American Hotel and Lodging Association’s General Manager of the Year, has set an incredible example at the DoubleTree in Reading, Pennsylvania. His hotel excels financially and has redefined what it means to be a community cornerstone.

Craig’s story offers a powerful reminder of how hospitality can drive transformation—not only for guests but for employees and entire neighborhoods and cities. His work shows us that when we genuinely care for people, we inspire loyalty, change lives, and create long-lasting impacts on communities. Craig hires locally, often bringing in people who others might overlook, including those with past challenges. His approach to “second chance hiring” and deep community engagement has turned his hotel into a place of opportunity and pride for the city.

Listen in to hear how Craig has created a culture of selflessness, where “loving people where they’re at” goes hand-in-hand with business success. His vision is about more than just a hotel; it's about creating a place where people feel a part of, valued and supported. His words remind us that hospitality is about more than beds and meals—it’s about hearts and lives. Craig’s journey shows us that when we lead with purpose and stand behind our people, we create waves of positive change that ripple far beyond the walls of our businesses.

Also see: Follow Me and I Will Be Behind You (Craig's documentary)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In today’s episode, we’re joined by Jyoti Chopra, Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, whose inspiring career journey has taken her from the iconic United Nations headquarters in New York to the vibrant world of Las Vegas hospitality. Jyoti’s path is anything but typical—starting as a journalism student surrounded by international diplomats, she eventually found her way into the hospitality industry, where she now leads MGM’s initiatives in human resources, inclusion, and environmental sustainability.

Whether you’re a hospitality professional or simply someone interested in the stories that define our industry, Jyoti’s journey offers profound lessons on the human side of hospitality, leadership, and the power of connecting with people from all walks of life.

Listen to how Jyoti's unique background shapes her work at MGM Resorts and inspires her mission to make every moment count.

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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What does it take to create a hotel restaurant that becomes a local culinary hotspot that guests can’t wait to experience—and locals can’t stop recommending? In this episode, we dive deep into the art and strategy behind creating unforgettable hotel dining experiences with the experts at Allday, a Milwaukee-based collective of hospitality innovators.

Our returning guest, Brigette Harenda, founder of B&Co., is joined by a powerhouse team: Chef Dan Jacobs, Top Chef finalist and co-owner of Milwaukee favorites DanDan and EsterEv; Brian Polster, Owner and Creative Director of Three Sixty; Ryan Foat, Project Director at Three Sixty; and Jeffrey Raddatz, Vice President at B&Co. Together, they reveal the secrets behind crafting dining spaces that attract loyal guests, build community, and amplify a hotel’s brand.

In This Episode, You’ll Learn:

• The Power of Collaboration: How Allday brings together culinary, design, and branding expertise to deliver a seamless guest experience.
• Creating a Story-Driven Space: Why a strong narrative is essential for building a memorable dining environment that resonates with guests.
• Designing for Both Locals and Travelers: How to make your hotel’s restaurant feel like an authentic part of the neighborhood, drawing in locals while creating a unique experience for out-of-towners.
• The Allday Approach to F&B: Practical steps for planning, branding, and designing a cohesive dining space, from market research to operational flow.
• What Makes a Culinary Hotspot Last: Insights into building spaces that attract guests and resonate with the community over time.

Whether you’re a developer planning a new build, a hotel manager looking to revamp your F&B program, or an aspiring hospitality entrepreneur, this episode is packed with actionable insights to help you create a dining de

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Sarah Eustis, Founder and CEO of Main Street Hospitality Group, shares her story and vision for hotels that serve as community anchors.

Listeners will learn:

• How Sarah built a company that balances creative innovation with operational excellence.
• Insights into hotel ownership structures and building lasting partnerships.
• The importance of aligning objectives and values in hospitality projects.
• Sarah's career journey from fashion to hospitality leadership.
• The concept of "dynamic stability" and how it guides her leadership approach.
• Strategies for responsible growth and maintaining brand integrity.
• The opportunity for creating places that enable meaningful connections.

Mentions:

• Main Street Hospitality
• Red Lion Inn
• Independent Lodging Congress
• Pinnacle
• Fulcrum Hospitality
• Ralph Lauren
• Gap Inc
• Limited Brands
• The Creative Priority by Jerry Hirshberg
• Canoe Place Inn
• Hotel Downstreet

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Elizabeth Harlow, Chief Brand Officer at Sonesta Hotels, shares how she creatively partnered with Rolling Stone magazine to bring unique live music experiences to their guests and communities.

Listen now to learn:

• How the collaboration between Sonesta Hotels and Rolling Stone began
• Rolling Stone's Musicians on Musicians series - and its activation at Sonesta Hotels
• Examples of live music events held in Chicago and Miami
• The potential for hotels to be "cultural conversation platforms"
• Insights on the rise of brand partnerships

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Jamelia Lehn, Chief Financial Officer at SPIRE Hospitality, shares why she took her teams on a field trip and the surprising lessons they learned.

• The importance of connecting accounting teams with hotel operations.
• How understanding hotel operations can lead to more accurate financials.
• The structure and preparation involved in organizing site visits.
• Feedback from both the accounting team and hotel staff on the visits.
• The impact of these visits on relationships and communication between teams.
• How such initiatives can attract interest from hotel owners and potential clients.

Check out Jamelia's post on LinkedIn, which we referenced about this trip.

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

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

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In this episode, Gwen Mills, President of Unite Here, shares insights into the ongoing hotel worker strikes across the United States, the asks they have, and the broader implications for the hospitality industry.

Listen now to learn:

• The motivations behind the hotel worker strikes
• The impact of COVID-19 on the hospitality industry and how it has affected workers
• The process Unite Here uses to determine appropriate pay and working conditions
• The challenges hotel workers face due to cost of living increases in major cities
• The importance of investing in hospitality workers for the long-term success of the industry
• The role of hotel owners and management companies in addressing workers' demands
• The evolving dynamics between hotel owners, management companies, and workers

Also check out: What Hotel Workers on Strike Told Me in San Francisco - Josiah Mackenzie

Send Josiah a text

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Elizabeth Harlow, Chief Brand Officer at Sonesta Hotels, shares her insights on maintaining a personal touch in the hospitality industry and recounts a memorable story that exemplifies true hospitality. Listen to learn:

• The importance of focusing on the individual in hospitality.
• How personal attention can create lasting memories for guests.
• Why the term "heads in beds" diminishes the true value of hospitality.
• The impact of hospitality on all travel experiences.
• Strategies for staying connected to the spirit of hospitality despite dealing with large-scale data and operations.

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jyoti Chopra, the Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, shares insights into her powerful partnership with the company's CFO and how they have aligned their finance and human capital strategies to drive significant change.

Listen to learn:

• How strong collaboration between finance and human resources can turn big ideas into measurable impact.
• The importance of aligning human capital with financial capital to make a hospitality business thrive.
• The introduction of digital dashboards for real-time workforce data at MGM Resorts.
• The creation and benefits of one of the industry's first paid sabbatical programs.
• The role of top leadership in championing learning and development initiatives.
• How to make a compelling business case for investing in people and organizational programs.

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jyoti Chopra, the Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, shares insights on transforming hiring strategies and employee engagement in a rapidly changing world.

Listen to learn:

• How MGM Resorts overhauled its hiring strategies from one-size-fits-all fairs to specialized events.
• The importance of flexibility and well-being for employees post-pandemic.
• Innovative recognition programs like "years of service" pins and Showstoppers Awards.
• The impact of the "Ask the CEO" program and Courageous Conversations series at MGM.
• The introduction of the World of Well-being (WOW) initiative.
• The role of employee engagement surveys in understanding and improving employee satisfaction.
• The MentorcliQ program for pairing employees with mentors.

If you liked this, you may also enjoy our other conversation: Why MGM Brought in Microsoft, IBM & Workday To Teach Our Teams - Jyoti Chopra, MGM Resorts

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Matt Campbell, Chief Operating Officer and Chief Legal Officer at My Place Hotels, shares his journey from an unexpected path into the hospitality industry to leading a brand known for smart cost efficiencies and a people-centered culture.

In this episode we cover:

• Matt's career story, including his transition from law to hospitality.
• Matt's roles and responsibilities as a Chief Operating Officer today, including overseeing sales, marketing, revenue management, and operations.
• Key strategies for driving business results, including operational efficiency and cost-effective customer acquisition.
• The impact of mentorship and influential figures in Matt's career.
• The evolving role of technology in hospitality and its balance with human touch.
• Leadership insights and the importance of an open-door policy.
• The value of internships and career growth opportunities within the hospitality industry.
• Tips for maintaining work-life balance and giving back to the community.

Mentions:

• University of South Dakota
• Sabre Hospitality Solutions
• Super 8 Motels
• Bill Bowen
• Harvey Jewett
• Ron Rivett
• Northern State University
• Boys and Girls Club

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
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• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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Josiah Mackenzie has spent over 20 years building, selling, and buying technology. In this tell-all episode, he shares his insider's guide to buying, implementing, and getting the most out of hotel technology today.

Listen now to learn:

• Why technology is essential in today’s fast-paced hospitality landscape
• Key steps to take before searching for technology solutions
• Proven methods for evaluating tech solutions
• Tips for making a strong business case and getting buy-in
• How to implement technology in a way that helps you get the results you need
• Strategies for succeeding with technology over the long term (including insider "hacks" for getting VIP treatment)

Timestamps:

Introduction & Why This Matters

My Background

• [10:03] Coding & first steps in software
• [11:54] ReviewPro (operations)
• [13:36] Duetto (revenue management)
• [14:34] Juniper Square (investment management)
• [16:16] The benefits of a career in hotel tech

Before You Start Looking for Technology

• [17:16] Start with problems
• [18:15] Innovation through observation
• [19:49] Collecting stakeholder needs

How to Evaluate Technology

• [21:22] Ask trusted hospitality professionals
• [22:51] Research online (Hotel Tech Report)
• [24:55] Move beyond typical demos
• [25:51] Have meaningful conversations
• [26:11] Compare provider engagement styles

Making the Purchase

• [31:34] Building the business case
• [32:00] Getting buy-in
• [34:16] Contract negotiation

Implementation & Success

• [37:39] Cross-functional team involvement
• [38:07] Staged rollout approach
• [39:37] Working with implementation teams
• [42:22] Internal marketing importance
• [43:43] Maintaining momentum

Long-term Success

• [44:03] Staying connected with tech partners
• [45:04] Being a customer reference
• [45:54] Participating in user groups
• [46:29] Continuous evaluation

Resources mentioned:

• The Story Behind Hospitality Daily (Josiah Mackenzie, interviewed by Steve Turk)
• What's Happening in Hotel

Send Josiah a text

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, André Mallet, Assistant Front Office Manager at The Jefferson in Washington, D.C., shares his journey in the hospitality industry, insights into his role, and the importance of relationship-building and mentorship.

Listeners will learn:

• André's career path from working in South Africa to studying in Switzerland and returning to the U.S.
• The diverse roles and responsibilities of a front office manager in a luxury hotel.
• The significance of building relationships with guests and team members.
• The impact of mentorship on career development.
• Practical advice on adaptability and learning in new environments.
• The role of technology in enhancing guest experiences and operational efficiency.
• A typical day in the life of a front office manager.

Mentions:

• Hotel Management's Top 30 Under 30 Hospitality Professionals (2024)
• The Saxon Hotel, Villas, and Spa, Johannesburg, South Africa
• École Hôtelière de Lausanne, Switzerland
• Shenandoah National Park, Virginia
• The Hay-Adams Hotel, Washington, D.C.
• The Ritz-Carlton, Pentagon City
• George Cohen (Mentor)
• Opera (Property Management System)
• ALICE (Concierge Software)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this solo episode, I share my thoughts on the recent Sausalito
Congress from the Independent Lodging Congress and my top takeaways from that event.

Also see:

• How We Produce The Best Events in Hospitality - Meg Gutowski, The Independent Lodging Congress
• Road Trips & Revelations: Fresh Ideas for Hospitality - Meg Kennedy & Rob Blood, Lark Hotels
• Be a VOICE, not an ECHO! (Bashar Wali article)
• Indie Lodging Congress Confab Palm Springs 2024 Recap
• Hospitality Daily LinkedIn page

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Jessie Fischer, Founder & CEO of GuestOS and Member of the Board of Yosemite Tourism, shares invaluable lessons about blending hospitality, community, and the outdoors to create unforgettable guest experiences.

We cover:

• Jessie's story
• How to create deeper connections with guests
• Why nature-based experiences are more relevant than ever
• How engaging with your local community can elevate your business
• The importance of understanding and participating in the broader tourism ecosystem
• The unique challenges and benefits of providing hospitality in remote locations
• The role of technology in modern hospitality and the importance of balancing it with nature
• Tips for first-time visitors to Yosemite National Park

Jessie's recommendations: "These spots are fantastic if it’s your first visit to Yosemite."

• Glacier Point
• Lower Yosemite Falls
• Tunnel View
• Bridalveil Falls
• Tuolumne Meadows
• Tenaya Lake

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.
In this episode, Meg Kennedy and Rob Blood, founders of Lark Hotels, share their insights on creativity in hospitality and their recent experiences during a road trip in Northern California.

Listen to learn:

• How Meg and Rob approach research and draw inspiration for their hospitality services.
• Extended stay hospitality and its potential rebranding opportunities.
• Insights from their stays at various hotels and resorts in Northern California.
• The importance of family-friendly accommodations and the specific needs of traveling families.
• The creative process behind developing their hotel brands, including Bluebird and Blind Tiger.
• The value of partnerships and local connections in enhancing guest experiences.
• The idea of using resort passes as an amenity rather than competition.
• The significance of access as a form of luxury in the hospitality industry.

Mentions:

• Independent Lodging Congress (00:40)
• Dawn Ranch (03:09)
• AWOL (a Lark brand) (03:54)
• Bluebird (a Lark brand) (05:39)
• Calistoga Motor Lodge (07:11)
• Stanley Ranch (Auberge Resorts Collection) (08:02)
• ResortPass (08:30)
• Blind Tiger (a Lark brand)
• Ryan Miller (lead singer of Guster)

Listen to our previous episodes with Meg & Rob:

• How We Created An Award-Winning Boutique Hotel Management and Development Company

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jyoti Chopra, the Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, shares how AI and technology are transforming HR and learning and development at MGM Resorts.

In this, we cover:

• How MGM Resorts is leveraging technology to propel careers forward.
• Learning from top innovators like Microsoft, IBM, and Workday.
• Real-world examples of AI-driven tools, such as micro-courses and digital assistants.
• The impact of technology and data on HR transformation.
• Future plans for AI-powered HR support at MGM Resorts.
• The importance of staying ahead with technology in the hospitality industry.
• Jyoti's sources of inspiration today.

Mentions:

• IBM Watson
• Workday Rising conference

If you liked this, you may also like these other episodes:

• AI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels
• Where The Real AI Revolution Is Happening Now in Hospitality - Stuart Greif, Forbes Travel Guide
• The Next Frontier: Innovation at the Edges of Hospitality - Jason Himber, MINA Group
• Innovation Starts Here: Removing Barriers in the Hospitality Industry -

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.In this episode, Kevin Osterhaus, President of Global Lifestyle Brands at Hilton, shares his journey and insights on integrating lifestyle hotels into one of the world's largest hotel companies.

In this, you'll learn:

• The reasons behind Kevin's move from Graduate Hotels to Hilton.
• The growing trend of big hotel companies acquiring lifestyle brands.
• Strategies for maintaining momentum while leveraging the resources of a global leader.
• The importance of scale in the hospitality industry.
• How Hilton will double the size of its lifestyle portfolio in the next three years.
• The role of independent brands and the benefits of Hilton's commercial "machine."
• Innovation within a larger corporate context.
• The significance of having a founder mentality in driving creativity and problem-solving.
• The importance of attracting and retaining top talent in the hospitality industry.

If you liked this, you'll also like these other episodes:

• Investing in Education: The Graduate Academy Program - Kevin Osterhaus
• Working With The LeBron James Family Foundation and Saira Hospitality to Empower Communities - Kevin Osterhaus
• How We Build Strong Brands - Chris Silcock, Hilton

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jason Himber, CEO of MINA Group, shares why a lack of strong, developed leaders is compounding staffing challenges in the hospitality industry and reveals his unique strategies to build a pipeline of empowered, adaptable leaders essential for driving success.

Listeners will learn:

• Why traditional approaches to leadership aren't working in hospitality.
• Strategies to create a culture of honest feedback.
• The importance of launching hands-on development programs.
• How to measure leadership development within an organization.
• The significance of being honest with employees about their performance.
• The benefits of creating "micro-cultures" within different locations.
• The mindset required to lead and create a culture of leadership.
• The concept of an "excellence team" and its impact on leadership development.

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jason Himber, CEO of MINA Group, shares how he convinced celebrity chef Michael Mina to pause the company's rapid expansion and focus on strengthening its foundation for long-term success.

Listeners will learn:

• The importance of listening, learning, and building trust when coming into a new business
• How focusing on process, systems, and discipline can help a company create a stable foundation for growth
• The need to balance systematization with creativity and innovation to maintain a company's unique qualities
• How the pandemic forced the MINA Group to address structural issues and adapt to changes in the workforce
• The value of letting employees fail and make mistakes to develop critical thinking skills and adaptability
• The significance of encouraging employees to bring their whole selves to work

Mentions:

• CIA (Culinary Institute of America)
• The Bear (TV show)

If you enjoyed this, you may also enjoy:

• Lessons From My Unexpected Journey to CEO - Jason Himber, MINA Group
• The Next Frontier: Innovation at the Edges of Hospitality - Jason Himber, MINA Group

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jason Himber, CEO of MINA Group, shares his insights on how hospitality is pushing boundaries and blending with retail, entertainment, and even office spaces.

Listeners will learn:

• How the line between food and beverage and other industries is becoming blurred (00:25)
• How F&B is being infused into retail experiences, entertainment concepts, and office buildings (01:35)
• How hotels are going through a renaissance in their focus on food and beverage (02:38)
• Ways hotels could better utilize their often underutilized kitchens to keep more consumers on premise (02:49)
• How food and beverage is still at the center of everything we do, even as new frontiers like AI emerge (03:29)
• How innovations in the food and beverage industry are driven by experience, not just tech and automation (03:50)

Mentions:

• LVMH (01:46)
• Uber Eats (03:04)
• DoorDash (03:04)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Jason Himber, CEO of MINA Group, shares his unconventional journey from working with fast-food franchises to leading a fine dining empire, offering insights on leadership, overcoming challenges, and succeeding in the hospitality industry.

Listeners will learn:

• The three things that made Jason "hooked" on hospitality
• Why hospitality levels the playing field of opportunity
• The story of turning around KFC
• The importance of building alignment and relevancy
• Why being overprepared is crucial for success
• The value of being fearless
• Strategies for overcoming imposter syndrome

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares her fascinating career journey from bartending at a ski resort to leading six iconic hotel brands across the Americas.

Listeners will learn:

• The pivotal moments that shaped Leanne's career, including her first expat role in Vietnam (02:45) and transitioning from hotel operations to corporate leadership (07:56)
• Practical tips for adapting to new cultures and environments when moving for work (04:38)
• The importance of mentorship in building confidence and navigating unfamiliar settings (09:42)
• Strategies for staying calm and composed under pressure (13:19)

Mentions:

• Vietnam (02:56)
• Saigon (03:17)
• Australia (03:06)
• Georgia, USA (07:18)
• Europe (10:22)
• New Zealand (10:43)
• Karin Sheppard, Managing Director for Europe at IHG (10:11)

Listen to more episodes with Leanne:

• Scent, Spice, and Service: The Sensory World of Six Senses
• Inside IHG’s People Programs: Creating Leaders in Hospitality
• The Secret to Profit and Guest Satisfaction? Clarity in Leadership

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this special sponsored masterclass, Juanjo Rodriguez, founder of The Hotels Network, shares insights on how hotels can drive more direct bookings and stand out in today's competitive landscape. (Watch here on YouTube if you prefer.)

In this, we cover:

• 00:00 - An introduction to Juanjo Rodriguez
• 01:19 - Challenges and opportunities in the hotel industry today
• 04:47 - How e-commerce is different in hospitality
• 05:51 - Growing direct business: how The Hotels Network helps hotels
• 09:16 - Why direct growth matters for hotels today
• 10:55 - Moving personalization from buzzword to strategic advantage
• 11:48 - Leveraging a tech “layer” for faster impact
• 13:16 - Taking a step forward to drive immediate results
• 14:01 - Step one: starting with benchmarking
• 18:33 - Making personalization practical and effective with strategy
• 21:52 - Adding AI for "predictive personalization"
• 25:44 - KITT: introducing a new "AI receptionist"
• 26:52 - Using AI for performance and growth, not just cost savings
• 29:54 - Building a competitive advantage with data insights
• 31:41 - Enhancing direct channels beyond just pricing
• 33:58 - Loyalty Lite: quick benefits from traditional loyalty
• 35:25 - Case study: Penta Hotels' personalization journey
• 36:32 - Climbing the ladder of maturity with benchmarking and testing
• 37:52 - What to do next to improve direct bookings
• 41:00 - Exciting trends and innovations for the future
• 42:58 - Why it's time to be bold and experiment

Products from The Hotels Network discussed:

• BenchDirect (benchmarking)
• Conversion & Personalization
• Predictive Personalization
• SafeDirect (travel assistance insurance)
• KITT (AI voice agent)
• Loyalty Lite

Also, see their guides and

Send Josiah a text

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares insights on balancing delivering exceptional guest experiences with driving profitability in the hospitality industry.

Listeners will learn:

• The importance of clarity and shared accountability across all levels of the business to drive performance (01:50)
• How a joined-up approach to performance delivery ensures everyone is focused on the same goals (02:22)
• The critical balance between delivering exceptional hospitality and profitability (03:37)
• The need to invest in quality experiences to meet guest expectations and drive revenue (05:07)
• How reinvesting in services and experiences can lead to higher profits and improved guest satisfaction (06:01)

If you enjoyed this, you may also enjoy:

• Inside IHG’s People Programs: Creating Leaders in Hospitality - Leanne Harwood, IHG
• How "The Great Crossover" is Creating Opportunities in Hospitality Commercial Strategy Now - Kristie Goshow, KSL Resorts

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares how investing in people drives success in hospitality today.

Listeners will learn:

• Why focusing on people is crucial for delivering exceptional hospitality experiences. [02:20]
• Details about IHG's global program RISE, aimed at elevating female leadership through mentorship, support, and sponsorship. [03:26]
• Keys to building empowerment programs that last, scale, and transform careers. [04:34]
• The importance of having both mentors and sponsors to support career growth. [05:06]
• How "Lean In Circles" facilitate open conversations and create safe environments for sharing experiences and ideas among peers and colleagues. [07:01]

Mentions:

• RISE program [03:26]
• Lean In Circles [07:01]

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares her recent experience at the newly opened Six Senses resort in Grenada, highlighting the exceptional hospitality and personalized touches that made her stay memorable.

Listeners will learn:

• How the Grenadian culture and hospitality enhanced Leanne's experience (01:26)
• The importance of individualized experiences in luxury travel (02:42)
• How Six Senses incorporates the unique elements of each location into the guest experience (04:08)
• The significance of wellness and sustainability in luxury travel (05:12)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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

Listeners will learn:

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

Mentions:

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

If you liked this, you may also like:

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

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Chef Tyler Florence, renowned chef, restaurateur, and TV personality, shares his passion for creating memorable experiences through his restaurants, which he considers the most important part of his work.

Listeners will learn:

• Why restaurants are the most important part of Tyler's work, even more than his TV shows and bestselling cookbooks (01:57)
• How Tyler's restaurants allow people to truly experience and appreciate his culinary skills (02:08)
• Tyler's daily routine, balancing his time between managing his growing restaurant business and being present in his restaurants (02:29)
• The joy Tyler finds in working with his culinary team and developing new techniques and dishes (03:10)
• Tyler's belief that he will continue working in restaurants for the rest of his life, even as other aspects of his career may change (03:42)

Mentions:

• American Grill, Tyler's 17th cookbook (00:58)
• The Food Network, where Tyler has been featured for 28 years (01:18)
• Miller & Lux, one of Tyler's restaurants (03:31)
• Chef Thomas Keller (04:02)
• Chef Daniel Boulud (04:13)

If you liked this, you may also like:

• Theatrical Hospitality: How I Create Magic Through Atmosphere - Chef Tyler Florence
• Chef Tyler Florence Tells All: Opportunities I See in 2024 [Full Interview on YouTube]

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, renowned chef, restaurateur, and TV personality Tyler Florence shares his deep love for San Francisco and his vision for the city's future through the lens of food and hospitality. Tyler discusses how restaurants can play a crucial role in urban renewal and community building, especially during challenging times.

Listeners will learn:

• Tyler's personal journey of falling in love with San Francisco, from childhood dreams to reality
• The unique attributes that make San Francisco a world-class culinary destination
• How the quality of local produce in California changed Tyler's perspective on cooking
• The current challenges facing San Francisco and the "doom loop" phenomenon
• Why restaurants are vital to a city's culture and economic health
• The importance of encouraging locals to return to the city and support its restaurants
• How the hospitality industry can drive urban renewal and community rebuilding
• Tyler's vision for San Francisco's future and the role of food in shaping it
• The potential for a culinary-led renaissance in San Francisco
• Tyler's commitment to the city and his optimism for its future

Mentions:

• Visa San Francisco commercial (01:56)
• Frog Hollow Farm (04:36)

If you liked this, you may also like: Chef Tyler Florence Tells All: Opportunities I See in 2024 [Full Interview on YouTube]

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Tyler Florence, chef and restaurateur, shares his ambitious vision for a new hospitality school in San Francisco designed to rival the best in the world.

Listeners will learn:

• Why creating a pipeline of passionate, skilled talent is key to the future of hospitality (00:10)
• How the perfect storm of a culinary institution and a thriving food scene in Charleston, South Carolina, shaped Tyler's early career (02:01)
• Tyler's plan to create a sustainable culinary program that will be his legacy work in San Francisco (05:36)
• The importance of designing a curriculum that specifically feeds what the industry needs today (08:03)

Mentions:

• Ed Lee, former Mayor of San Francisco (01:19)
• Johnson and Wales University (01:29)
• Culinary Institute of America (01:40)
• Alice Waters (03:48)
• Mayor London Breed (03:15)

If you liked this, you may also like: Chef Tyler Florence Tells All: Opportunities I See in 2024 [Full Interview on YouTube]

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Chef Tyler Florence, a culinary legend with a portfolio of acclaimed restaurants and 27 years as a star on the Food Network, shares his approach to crafting immersive experiences that keep guests coming back.

Listeners will learn:

• The three key elements of an amazing hospitality experience (01:03)
• How to create a restaurant that transports guests to another time and place (01:25)
• The importance of building restaurants that feel timeless and timely (03:48)
• How Tyler sourced materials, like a 100-year-old tobacco barn floor, to create an authentic atmosphere at Wayfare Tavern (06:17)

Mentions:

• Wayfare Tavern, Tyler's restaurant in San Francisco (02:08)
• Rubicon, the restaurant that previously occupied the Wayfare Tavern space (03:28)
• The book "Wayfare," which inspired the name of Tyler's restaurant (05:46)
• Miller & Lux, Tyler Florence's restaurant at San Francisco's Chase Center (07:21)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Rocco Bova, an experienced hotelier and consultant, shares his insights on innovative hospitality business models and the importance of human connection in luxury service.

Listeners will learn about:

• Rocco's background and global experience
• Rocco’s early jobs: best and worst experiences (01:58)
• Transition to consultancy (07:01)
• Evolution of luxury service (10:34)
• Impact of technology on hospitality (11:35)
• Challenges in recruitment and retention (13:13)
• Human vs. digital guest service (15:30)
• AI in hospitality (16:48)
• Rocco’s approach to handling difficult guests (20:04)
• Defining true hospitality (22:27)
• New business model for hotels (24:04)
• Profit-sharing and emergency fund model (29:04)
• Challenges with traditional business models (33:34)
• Need for structural change in hospitality (35:23)
• Role of leadership in culture change (39:28)
• Advice for leaders driving change (46:02)
• Importance of values alignment in career decisions (47:15)

If you liked this, you may also enjoy:

• Dangerous Blindspots: What Hotel Executives Miss - Adam Zembruski
• Why I Left the C-Suite to Reconnect with Hospitality's Roots - Adam Zembruski
• Let's Return To The Art of Hospitality - Bashar Wali, Practice Hospitality

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Charlie MacGregor, founder of The Social Hub, shares how they cultivate a diverse and connected community through their approach to hybrid hospitality.

Listeners will learn:

• How The Social Hub runs thousands of community programs and activities to bring people together (01:29)
• About their partnership with Talent Garden, the largest provider of online and offline education programs, to curate programs for their community (02:10)
• Examples of the programs offered, from understanding AI to managing money and handling stress (02:43)
• About the TSH Talent Foundation, which provides scholarships, mentorships, and lifelong learning courses for students (03:51)

Mentions:

• Talent Garden (02:10)
• Hyper Island (02:21)
• TSH Talent Foundation (03:51)

If you liked this, check out:

• The Social Hub Story: Founder Charlie MacGregor Reveals The Secrets To Its Success
• The Power (and Profits) of "Hybrid Hospitality" - Charlie MacGregor, The Social Hub
• How We Build Community and Grow Through Partnerships - Frank Uffen, The Social Hub

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Charlie MacGregor, founder of The Social Hub, shares his experience volunteering at a refugee camp and how it impacted his approach to leadership and social responsibility in his hospitality business.

Listeners will learn:

• How Charlie and his team built a pop-up refugee camp and involved the refugee community in running various programs (02:39)
• The benefits of a community-driven and community-led approach (03:53)
• How getting off the "CEO pedestal" and personally engaging in social responsibility initiatives can lead to better decision-making (04:48)
• The importance of being a good neighbor (05:40)

If you liked this, check out:

• The Social Hub Story: Founder Charlie MacGregor Reveals The Secrets To Its Success
• The Power (and Profits) of "Hybrid Hospitality" - Charlie MacGregor, The Social Hub
• How We Build Community and Grow Through Partnerships - Frank Uffen, The Social Hub

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Charlie MacGregor, founder of The Social Hub, shares how they pioneered the concept of hybrid hospitality, blending different groups of people and using space flexibly to maximize revenue and create vibrant, multi-use spaces.

Listeners will learn:

• What hybrid hospitality is (01:30)
• How hybrid hospitality creates a fun, safe, and vibrant environment that reflects real life (03:07)
• The benefits of connecting workers through co-working spaces (04:32)
• How hybrid hospitality allows for agility and robustness in the business model (09:25)

Mentions:

• [Video] The Social Hub Story: Founder Charlie MacGregor Reveals The Secrets To Its Success
• Mews (property management system) (10:07)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, hotel investor and Hospiamo founder Adam Zembruski shares his insights on the systemic barriers that hold hoteliers back and the practical steps needed to foster a more creative and collaborative culture in hotels.

Listeners will learn:

• The reasons why collaboration is often an afterthought for hotel owners and how to change that mindset (01:37)
• The importance of encouraging creativity among hotel employees (05:32)
• A real-world example of successful collaboration in the town of Boone, North Carolina (06:15)
• The key role of involving the community in major decisions when opening a new hotel (09:28)

Mentions:

• Linsey Gallagher, President & CEO of Visit Napa Valley (00:02) (See our episode: How Napa Valley's Tourism Strategy Can Boost Your Hospitality Business)
• Adam's LinkedIn post on collaboration (00:18)
• Hilton (01:47)
• Marriott (01:47)
• Horton Hotel in Boone, North Carolina (06:36)
• Jason Boehm with Aileron Management (06:57)
• Andrea Morton and John Cardonia (06:57)
• David Jackson, Chamber of Commerce in Boone, North Carolina (07:30)
• Appalachian State University (07:51)
• Denise Loven and Fulton Loven, builders of the Horton Hotel (08:12)
• Employee Stock Ownership Plans (ESOPs) (11:42)
• Publix (11:53)
• Choate Construction (13:21)
• TPI Hospitality (13:52)
• Proximity Hotel (14:03)

If you enjoyed this episode, you may also enjoy:

• Why I Left the C-Suite to Reconnect with Hospitality's Roots - Adam Zembruski
• Dangerous Blindspots

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, hotel investor and Hospiamo founder Adam Zembruski shares his perspective on the systemic issues within the hotel industry that are holding back real innovation and progress. (Listen to Adam's story here if you missed it earlier.)

Listeners will learn:

• What it's really like working at a hotel today (01:47)
• The disconnect between leaders and the workers on the ground (06:17)
• The importance of an abundance mindset (14:58)
• The hotel companies face (16:18)

Mentions:

• Hotel worker strike (04:12) (Josiah's episode with workers on strike here)
• DECA (09:15)
• Nikheel Advani, Chief Operating Officer at Grace Bay Resorts, and his episode "Abundance Mindset Mentorship." (15:30)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Anna Marie Presutti, the new President & CEO of San Francisco Travel, shares why she stepped into this pivotal role, what she believes it will take to bring San Francisco back into the spotlight, and the opportunities she sees for the city and its hospitality community.
(You can watch this on YouTube here if you prefer.)

Listeners will learn:

• What excites Anna Marie most about her new role as CEO of San Francisco Travel (02:22)
• The progress being made in San Francisco's recovery and what it took to drive action and results (05:45)
• The role of sales in driving tourism and visitation to a destination (08:47)
• The "It All Starts Here" campaign and how it authentically represents San Francisco's position as an innovator (11:08)
• What it means for a destination to be "easy to do business with" (14:05)
• Emerging travel and tourism trends, particularly in urban travel (16:15)
• How hospitality business owners and operators can collaborate with San Francisco Travel (18:38)
• The importance of travel and tourism to a city's economy and overall vitality (20:59)

Mentions:

• Linsey Gallagher, President & CEO of Visit Napa Valley (03:31) (See our episode: How Napa Valley's Tourism Strategy Can Boost Your Hospitality Business)
• United States Travel Association (USTA) (06:58)
• Dreamforce conference (07:47)
• Waymo (12:08)
• Uber (14:37)
• Lyft (14:37)
• Airbnb (14:47)
• San Francisco Giants (16:46)
• NBA All-Star Game (17:07)
• Laver Cup (17:07)
• FIFA World Cup (17:07)
• Super Bowl (17:09)
• Union Square Alliance (Business Improvement District) (23:10)

If you enjoyed this, you may also like:

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This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Adam Zembruski, a hotel investor and hotel industry enthusiast, is the Founder of Hospiamo, Inc., a social enterprise, and the Hospitality Industry Impact Initiative, Inc., a 501(c)(3) nonprofit organization. He shares his personal story and insights on the challenges and importance of staying connected with those on the front lines in the hospitality industry.

Listeners will learn:

• Adam's career progression from front desk agent to chief operating officer and hotel investor (00:00)
• The fulfillment and heart Adam found in reconnecting with the front lines of hospitality (05:48)
• The challenges of maintaining connections and confidence during tough times in the industry (10:45)
• The therapeutic value of talk therapy, expressive writing, and podcasting for Adam (11:58)
• The impact of encouragement on people in the hospitality industry (13:13)

Mentions:

• The Replacements movie (01:39)
• Buddy Watson (02:44)
• Hersha (03:04)
• Stonebridge Investment Group (08:59)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Bill Graf, CEO of ONDA (Instagram), shares his thoughts on the future of hospitality and opportunities for innovation now.

Listeners will learn:

• Bill’s unconventional path into hospitality and the pivotal travel experience that inspired him to start ONDA (02:41)
• The concept of "Hospitality 3.0" and how it's different from previous waves of innovation in the industry (09:59)
• Why the next big opportunity in hospitality lies in serving niches (12:47)
• Lessons from restaurants for hotels and lodging (13:58)
• The history of experience in hospitality and how it's evolving (20:02)
• The specific type of experience that presents the most opportunity now (21:30)
• How HBR's “Four Realms of Experience” applies to hospitality (24:16)
• Hospitality 3.0 focuses on these types of experiences (27:10)
• Why Bill believes that service has become commoditized and what it will take to create truly differentiated guest experiences (28:41)
• How recognition and personalization are a baseline expectation (30:54)
• Experience is the way to drive the highest investment ROI (32:50)
• The next frontier of innovation and opportunity: transformation (34:00)
• The challenge of consistent excellence (35:56)
• Why guests prefer self-serve technology now (38:00)
• How technology allows hiring for personality, not traditional hospitality skills (38:51)

Bill's writing on experience:

• Reflections on Hospitality 3.0
• Hospitality 3.0 and the Experience Economy (Part 1)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares her unique perspective on how hotel design choices play a vital role in immersing guests in a destination - and how she thinks about this as an operations leader.

Listeners will learn:

• How hotels can embody and celebrate the destination they are in [01:58]
• The evolution of hotel design from formulaic to celebrating local materials and artisans [02:34]
• The journey of selecting specific design elements like chairs and fabrics [04:12]
• The importance of balancing form and functionality in hotel design [07:03]
• How the physical product of a hotel should match what is advertised and provide a consistent experience [08:11]

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares how she empowers emerging talent to step into big roles and grow into confident leaders.

Listeners will learn:

• How to cultivate curiosity, encourage collaboration, and push people to embrace discomfort as part of their growth (01:55)
• Why the hospitality industry is more than just a job (02:48)
• How to build trust and empower your team (00:31)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares what she looks for when hiring general managers and the unexpected qualities that separate a great manager from a good one.

Listeners will learn:

• What Jennifer asks during interviews (01:28)
• The connection that's a key trait to look for (03:15)
• The importance of finding outlets to disconnect and recharge(04:14)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation, shares how the Appellation Crafted program embeds his brand deeply into local communities through partnerships with artisans, farmers, and makers.

Listeners will learn:

• How Appellation celebrates makers, artisans, and people who are the fabric of the community through the Appellation Crafted program (01:47)
• How Appellation showcases its own team members' talents and skills through the Crafted classes (05:51)
• How Appellation incorporates local materials and unique design elements to create a sense of place in their hotels (08:47)
• How Appellation's culinary-centric approach is reflected in the design of their hotels, such as the open kitchen and unique arrival experience (10:32)

Mentions:

• MIX Garden, a local gardening partner in Healdsburg (03:13)
• Wolf Coffee, a local coffee roaster (03:55)
• EDG Design, an interior design firm based in Novato (08:58)
• Jennifer Johansen, CEO of EDG Design (09:08)

If you liked this episode, check out these other ones:

• Crafting Community: What I Learned At Appellation's Event This Week with Ed Skapinok
• What We've Learned Running Community Programs - Ed Skapinok, Appellation
• How Our Hotels Become Community Pillars, Delighting Neighbors and Guests Alike - Caitlin Ornitz, Champagne Hospitality

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation - and former Chief People Officer at Four Seasons Hotels and Resorts - shares his insights on recruiting top talent and how building strong relationships, leveraging tools like LinkedIn, and crafting compelling story-driven job descriptions have helped him attract some of the best in the business.

Listeners will learn:

• The importance of treating people as you'd want to be treated and maintaining positive relationships in recruiting (01:07)
• How to leverage your network and contacts to identify talent (01:38)
• The effectiveness of using LinkedIn for recruiting and broadcasting job openings (02:31)
• The value of storytelling and transparency in job postings on LinkedIn (03:10)
• Strategies for creating compelling job descriptions that leverage technology and make roles more interesting (04:14)

Mentions:

• Izzy Sharp, chairman and founder of Four Seasons (01:07)
• LinkedIn Recruiting (02:31)

If you liked this, check out these episodes next:

• From Family Dinners to Hospitality Leadership: What I've Learned on My Career Journey - Christopher Hunsberger, Appellation
• Hotel All-Stars with Anthony Melchiorri: Hiring, Career & Leadership Lessons for You
• Top Exec Recruiter: How To Hire Hospitality Leaders (Plus Career Advice For You) - Alison Harrigan, Korn Ferry
• Masterclass: How To Hire Great People, Faster - Adam Robinson, Hireology

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation, shares how stepping into a new role at Four Seasons Hotels and Resorts pushed him beyond his comfort zone and the key lessons he learned about collaboration and building a culture of innovation.

Listeners will learn:

• How Christopher led product and service innovation at Four Seasons Hotels and Resorts (00:00)
• The importance of being nimble and agile when innovating (03:19)
• The value of risk-taking and having the willingness to fail (03:40)
• The significance of collaboration when creating something new and different (04:11)

Mentions:

• Izzy Sharp, former CEO of Four Seasons (01:10)
• Katie Taylor, former CEO of Four Seasons (01:20)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation, shares how his family's love of food and hospitality shaped his early passion for the industry, the key lessons he learned from legendary mentors, and why embracing every opportunity can make all the difference in your career.

Listeners will learn:

• How Christopher's mother influenced his love for food and hospitality (01:29)
• The role his uncle played in his decision to pursue a career in hospitality (03:15)
• Christopher's experience working in the hospitality industry before college (04:59)
• The importance of learning through experiences and interacting with people (05:39)
• Christopher's work-study program at the Boca Raton Hotel and Club (06:31)
• The impact of mentors like Tom Wicke on Christopher's career (07:46)
• Advice on selecting roles that maximize learning opportunities (09:48)

Mentions:

• The Mayflower in Washington, D.C. (03:46)
• The Plaza Hotel in New York (03:56)
• Cornell University (04:18)
• Boca Raton Hotel and Club (06:52)
• John Morrison (07:14)
• Tom Wicke (07:46)
• Boca Raton Hotel Beach Club (08:38)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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Jennifer Krapp is the head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares her insights on what makes great hospitality and why it's so important.

Listeners will learn:

• What doesn't make great hospitality (00:48)
• Why hospitality is attention (01:10)
• Why hospitality is so important (02:06)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Tely Nagle, owner of The Drake Oak Brook, shares the inspiring story of purchasing and transforming a neglected historic Chicago area hotel into a Condé Nast award-winning property.

Listeners will learn:

• The history of The Drake Oak Brook and its connection to the famous Drake Hotel in downtown Chicago (01:09)
• The state of disrepair the hotel was in when Tely and her husband Jim purchased it in 2013 (04:01)
• The renovation process and Tely's creative inspiration for restoring the hotel to its former glory while updating it with modern amenities (07:36)
• The importance of hiring a good management company to handle infrastructure and people while focusing on the guest experience and design (15:35)
• How Tely and Jim live on the property and are hands-on in every area of the business (16:42)
• The hotel's partnership with Marriott International and becoming part of the Autograph Collection (19:34)
• Tely's philosophy on delighting guests and creating a culture of love among team members (22:32)
• The opening of their new restaurant, COA, which pays homage to Tely's Mexican heritage (28:50)

Mentions:

• Gino DiRenzo, who managed The Drake Oak Brook from its opening in 1961 (02:36)
• First Hospitality Group, the management company Tely hired to help run the hotel (14:50)
• Marriott International and the Autograph Collection (19:45)
• Coa, the hotel's new restaurant focusing on tequilas, mezcals, and Spanish-Mexican fusion cuisine (28:50)

Send Josiah a text

This episode is brought to you with support from Hireology.
Check out our free masterclass with Hireology’s CEO, Adam Robinson: How To Hire Great People, Faster.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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I'm sure you've been hearing about the strikes by hotel workers across the country—but what's really behind them? I wanted to go beyond the headlines and press releases and hear directly from the housekeepers, bartenders, waiters, and others who work in hospitality. So, I headed to the picket sites at hotels across San Francisco this afternoon to find out.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Linsey Gallagher, President & CEO of Visit Napa Valley, shares insights on how collaboration between destination marketing organizations and hospitality businesses can drive tourism and boost the industry.

Listeners will learn:

• The economic impact of tourism in Napa Valley (01:09)
• Opportunities for collaboration (05:33)
• The various marketing channels and efforts Visit Napa Valley uses to promote the region (09:56)
• How hotels and hospitality businesses in the area can work with Visit Napa Valley (14:10)
• The importance of exceeding visitor expectations and delivering high-quality experiences (16:17)
• Visit Napa Valley's focus on destination stewardship, sustainability, and staff training (18:42)

Mentions:

• Jerry Maguire (movie reference) (05:39)
• Napa County Farm Bureau (06:01)
• Napa Valley Vintners (06:02)
• The Shipyard (marketing agency) (10:04)
• Visit California (10:09)
• San Francisco Travel (10:18)
• Forbes Five Star certification (20:22)
• Napa Green program (20:14)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Amy Smith, owner of the Saratoga Arms Hotel, and Rachel Paley, the hotel's general manager, share how they've implemented a variable pay program based on the concept of yield management to address staffing challenges.

Listeners will learn:

• How the variable pay program at Saratoga Arms Hotel was developed and implemented (03:54)
• The impact of the variable pay program on employee morale, recruitment, and retention (08:14)
• Advice for others considering implementing a similar program (09:47)
• Additional benefits and programs offered to employees at Saratoga Arms Hotel (10:54)

Also see:

• The "Concierge Hotel": How We Personalize Experiences - Amy Smith and Kathleen Smith, Saratoga Arms Hotel
• Could revenue management solve hospitality's labor shortage? (Dr Cindy Heo at EHL)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares his perspective on what makes a compelling hospitality brand and the opportunities for innovation in the industry today.

Listeners will learn:

• How to balance aesthetics and profitability in hotel design (01:34)
• The importance of having a "face" and soul behind a hospitality brand (03:51)
• Why large hotel companies are acquiring founder-led brands (06:44)
• The opportunity for entrepreneurs with fresh ideas to enter the hospitality space (08:12)

Mentions:

• Chiltern Firehouse (02:16)
• André Balazs (02:16)
• Liz Lambert (03:31)
• Chip Conley (03:41)
• Bill Kimpton (04:06)
• Ian Schrager (04:06)
• Kit Kemp (04:06)
• Airbnb (04:17)
• Hilton (04:27)
• Marriott (05:09)
• Arne Sorensen (06:10)
• Accor Hotels (06:31)
• Nike (06:41)
• Ennismore (07:05)
• Sharan Pasricha (07:05)
• SLS (07:15)
• Graduate Hotels (07:39)
• Nomad (07:39)
• Dream (07:39)
• Standard (07:39)
• Hyatt (07:39)
• 21C (08:12)
• Ben Weprin (10:19)

If you liked this, you'll love the other part of my conversation with Bashar: How To Stand Out And Win With The Art of Hospitality

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares why "shock and awe" tactics often fall flat and why simple gestures can elevate the ordinary into something memorable.

Listeners will learn:

• Why true loyalty isn't earned with points but with something far more profound that taps into our human nature
• What we can learn from the world of theater
• Why it's easier than ever to build guest relationships
• The importance of being nice and training employees on emotional intelligence, self-awareness, and empathy
• How hotels can use technology to remove friction and create opportunities for meaningful engagement

Mentions:

• Aman New York (15:44)
• Fifth Avenue Hotel NYC (15:55)
• RH Guesthouse (16:05)
• Faena Hotel New York (16:08)
• W Hotel Bangkok (03:16)
• American Airlines Concierge Key program (07:38)
• The Hollywood Roosevelt Hotel (06:35)
• Les Schwab Tire Company (16:55)
• Peninsula Hotel Beverly Hills (21:58)
• Marriott Hotels (22:50)
• Nike (25:25)
• Maslow's Hierarchy of Needs (27:29 and 31:11)
• Starbucks (32:14)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Andrea Stokes, practice lead for hospitality at J.D. Power, shares insights from the latest J.D. Power research.

Listeners will learn:

• How higher room rates are impacting guest satisfaction and value perception (00:28)
• The importance of service, personalization, and property upkeep in driving guest satisfaction (01:11)
• How third-party managed hotels are outperforming brand-managed or owner-managed properties (04:03)
• The role of technology and mobile apps in enhancing guest experiences (16:20)
• Why food and beverage service is becoming increasingly important for guest satisfaction (26:32)

Mentions:

• 2023 conversation with Andrea
• J.D. Power 2024 North America Hotel Guest Satisfaction Index Study (11:16)
• J.D. Power 2024 North America Third-Party Hotel Management Guest Satisfaction Benchmark (19:38)
• Davidson Hospitality Group (26:32)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his insights on the power of leading with listening and the importance of understanding what's going on in the lives of the people on your team to unlock their potential.

Listeners will learn:

• The importance of asking questions and understanding what's going on in someone's life before giving advice (01:49)
• How to flex and accommodate team members' personal lives and routines (03:05)
• The value of learning from mentors in various forms, including working relationships and observing how others operate (04:03)
• The concept of being a "learn-it-all" rather than a "know-it-all" and learning from people at all levels (05:10)
• The benefits of "reverse mentorship" and learning from younger team members (05:41)
• How to bridge the gap between people with different experiences and perspectives in an organizational context (06:48)
• The importance of creating time and space for connecting as human beings and encouraging diverse teams (07:49)

Mentions:

• Satya Nadella, CEO of Microsoft (05:21)
• Chip Conley (06:23)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Wayne Boatwright shares his powerful story of redemption and his challenges while reentering society and the workforce. Listeners will learn:

• How Wayne's life took a dramatic turn to spending time in San Quentin, one of California's most notorious prisons (00:21)
• The challenges Wayne encountered when trying to find housing and employment after being released from prison (27:06)
• Wayne's experience working in the hospitality industry (32:13)
• The importance of meeting formerly incarcerated individuals where they are and helping them transition (40:35)
• Practical reasons for hiring formerly incarcerated people (47:28)

Links:

• Hear Wayne's story on The Only One in the Room podcast on Apple Podcasts or Spotify
• Connect with Wayne on LinkedIn
• Read Wayne's article for QA Commons (referenced in this discussion)
• QA Commons
• San Quentin News
• Man 2 Man

If you appreciated this conversation, also check out these episodes:

• Jeff Korzenik: Unlocking Overlooked Talent: Second Chance and Inclusive Hiring in Hospitality
• Craig Poole: How I'm Creating New Beginnings for Others Through Hospitality

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Denise Joseph, Director of Curatorial at NINE dot ARTS, shares how art can transform hospitality spaces, create local connections, and boost the bottom line for hotels and resorts.

Listeners will learn:

• The role of a curator in selecting and implementing art for hospitality spaces [02:26]
• How art drives both social and financial impact in the hospitality industry [10:50]
• The importance of integrating art early in the hotel design process [12:59]
• Advice for hospitality businesses looking to bring art into their properties [17:37]
• The future of art in the hospitality industry in the next 5-10 years [22:57]

Mentions:

• ArtCloud (place for artists to upload their work) [05:49]
• Samantha Hardcastle's episode: Story-Driven Hospitality [09:45]
• The State of Art Report [11:46]
• Union Pacific Depot in Salt Lake City [15:10]
• The Clayton Club in Denver [19:38]
• United Airlines Club project at the Denver airport [23:59]
• Redline Contemporary Arts Center in Denver [26:23]
• The Maven Hotel in Denver [27:47]
• Artist Andrew Tirado [28:18]
• NINE dot ARTS website [29:59]
• The Dot Dot Dot Podcast from NINE dot ARTS (Apple Podcasts, Spotify) [30:09]

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This is part of our series with Horst Schulze - listen to our other episodes here.

In this episode, legendary hotelier Horst Schulze shares his deeply personal journey of facing death years ago and how it completely reshaped his approach to excellence, purpose, and the power of intent in every aspect of his life and work.

Listeners will learn:

• How receiving a diagnosis from doctors changed Schulze's perspective (01:01)
• Why excellence is not an accident (03:04)
• The importance of having a vision and higher purpose (03:58)
• How Schulze questions his intent to contribute as much as possible (05:39)
• The value of offering wisdom and experiences in the later stages of life (06:10)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This is part of our series with Horst Schulze - listen to our other episodes here.
In this episode, Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares his insights on the changing face of luxury, the critical importance of individualization, and why the art of welcoming guests is more crucial than ever in our world today.

Listeners will learn:

• How luxury has changed (01:05)
• How guest expectations have changed (02:32)
• What constitutes a good welcome (03:34)
• The true meaning of hospitality (04:45)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This is part of our series with Horst Schulze - listen to our other episodes here.
In this episode, Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares the story behind the iconic phrase "Ladies and Gentlemen Serving Ladies and Gentlemen" and how it can transform your approach to hiring, training, and creating a purposeful work environment.

Listeners will learn:

• How Horst developed the concept of "Ladies and Gentlemen serving Ladies and Gentlemen" at just 16 years old (01:00)
• Why the phrase resonates so deeply in the hospitality industry and the importance of respecting and honoring people (02:58)
• The significance of defining oneself as a professional in the profession of service, rather than a servant (04:36)
• The importance of selecting the right people and treating them as human beings with feelings and thoughts, inviting them to join a common purpose (06:39)
• The difference between a mission statement and a true purpose, and why organizations should focus on the latter (08:04)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This is part of our series with Horst Schulze - listen to our other episodes here.
In this episode, Horst Schulze, the legendary co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts, shares his wisdom about excellence in hospitality, leadership, and life.

Listeners will learn:

• The importance of starting with intent, vision, and purpose (01:03)
• How actions follow intent and the consequences of being purposeless (01:24)
• The necessity for leaders to question if their intent is of value for all concerned (02:39)
• The process of creating a compelling vision that people want to join (03:14)
• The role of dreaming in defining excellence and ultimate aspirations (04:38)
• How personal decisions and actions define oneself (05:41)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, I share what it was like meeting Horst Schulze, the co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts - both of which reached #1 in the world.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Tal Shnall (IG: @TalShnall), Learning and Development Manager at The Joule - a luxury hotel in Dallas - reveals why personal and professional growth is essential for you and your team, and how to make it a priority.

Listeners will learn:

• Tal's story of rising through the ranks from hotel operations to leadership. (00:51)
• How Tal's career trajectory wasn't linear, and the challenges he faced along the way. (06:15)
• The importance of personal growth and development, and how Tal invested in himself by reading books and learning from mentors. (11:28)
• How Tal's experience as a John Maxwell coach shaped his approach to leadership and growth. (20:54)
• The components of the learning and development program Tal oversees at The Joule, and how he structures it for employees. (29:31)
• Where Tal sees the hospitality industry going in the next 10 years. (34:27)
• How the skills learned in hospitality, such as emotional intelligence and relationship building, can be applied to your personal life as well. (43:12)
• Tal's recommended resource for personal and professional growth. (46:18)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this solo episode, I share my experiences and observations from my recent vacation in Paris, focusing on small things hotels can do to help guests immerse themselves in their location and enhance their satisfaction.

Listeners will learn:

• How music can help guests connect with a place and feel like they're there (01:58) (Check out my conversation with Clay Bassford: How To Use Music To Elevate Your Guest Experience, and his playlist with Influence Society here. Their work is an investment but well worth it!)
• The impact of offering a local snack, such as fresh croissants, upon arrival (04:07)
• The value of reading a book that helps immerse in the environment (05:10)
• Recommending a great local coffee shop to guests (06:57)
• Providing guests with restaurant recommendations and acting like a concierge (08:44)
• Offering a recommended walk or run route to help guests explore the area (09:38) (Check out Unlocking Human Potential: The Power of "Healthspan" in Hospitality with Lou Zameryka)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, I share my thoughts on staying in love with the work of hospitality and ask you to share your own experiences and insights on this. (DM me on LinkedIn!)

In this, I cover:

• The importance of viewing hospitality as a craft and the love that goes into it (00:31)
• The challenge of staying in love with hospitality work (02:38)
• How I try to disconnect and restore (04:04)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Claire Llewellin-Davis, General Manager at The Lensbury Resort, shares her experience hosting elite sports teams like Manchester United, the All Blacks, and the Lionesses. Listeners will learn:

• How the Lensbury Resort differentiates itself by hosting elite sports teams (01:08)
• The importance of providing the right food and beverage offerings, working closely with the teams' nutritionists and chefs to meet precise dietary requirements (03:54)
• The logistical challenges of hosting teams, such as accommodating their equipment and adapting to last-minute changes in their routines (04:36)
• The need for discretion when hosting high-profile teams (05:40)
• The quick thinking required to manage crowds and ensure the teams' privacy while moving through the property (06:35)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Claire Llewellin-Davis, General Manager at The Lensbury Resort, shares her journey from the military to hospitality and discusses the transformation of The Lensbury.

Listeners will learn:

• How Claire's experience in the military, including staying calm under pressure during an attack in Afghanistan, equipped her with skills transferable to the hospitality industry.
• Why the military is a great place to recruit hardworking, genuine, and adaptable people for the hospitality industry.
• What attracted Claire to the hospitality industry, including the ability to have an instant impact on people's lives and create good experiences.
• The fascinating backstory of The Lensbury, from its origins as a Shell sports club in the 1920s to its current transformation under new ownership.
• The importance of bringing people along on the journey of transforming The Lensbury, including recruiting individuals comfortable with change and openly communicating the vision and strategy to the team.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares what she's learned it takes to lead and succeed in hospitality.

Listeners will learn:

• The importance of holding people accountable while still making them feel respected and motivated to learn (00:46)
• How to communicate effectively when holding others to a standard without hurting their feelings (01:49)
• The necessity of taking immediate action and following through on tasks to avoid being overwhelmed (02:19)
• How being reliable and getting things done for your team builds trust and integrity (03:00)
• The value of being part of a team where everyone is pushing themselves to be better and working towards the same goals (03:42)
• How being surrounded by motivated and inspiring people can drive you to improve and step up your own game (04:26)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares her insights on the importance of showing hospitality to your teams.

Listeners will learn:

• The impact of showing genuine care for staff during challenging times (01:05)
• How creating special moments for team members can boost morale and loyalty (02:15)
• "Hospitality U" and its role in employee development (03:42)
• The importance of personalized attention and mentorship in hospitality training (06:15)
• How their "Lasting Impressions" program fosters a culture of surprise and delight (07:45)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here if you missed it. In this episode, she shares her insights on mentorship and the best way to learn hospitality.

Listeners will learn:

• How Steve Palmer, the company's founder and chief vision officer, makes people feel seen and heard (00:51)
• The importance of in-person learning and mentorship (02:40)
• The value of face-to-face conversations and taking the time to meet with people in person (03:57)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group, shares her journey in hospitality and the importance of self-care in avoiding burnout.

Listeners will learn:

• How Jennifer's love for hospitality and acts of service started at a young age (01:43)
• The inflection point in her career that put her on the path to where she is today (04:28)
• How Jennifer kept going and led her team through a major setback (06:27)
• The importance of mindset and resilience in handling challenges (07:08)
• Jennifer's role at The Indigo Road Hospitality Group and her experience opening 14 restaurants in three and a half years (09:26)
• Her personal experience with burnout and the steps she took to recover (10:09)
• The daily practices Jennifer has implemented to avoid burnout, such as morning exercise and setting boundaries between work and home life (11:49)
• The importance of making time for self-care (14:57)

If you enjoyed this, check out my other episodes with leaders from The Indigo Road Hospitality Group, including:

• How "Transformational Hospitality" Changed My Life (And Can Change Your Business) - Steve Palmer
• Culture As A Business Model: How We Turn Employee Satisfaction into Profits - Steve Palmer
• Hospitality Starts In Your Office - Katharine Ames
• Let's Create A World of Abundance Through Hospitality - Steve Palmer

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Micah Solomon, author, speaker, and customer experience expert, shares lessons he's learned from top hospitality leaders.

• 00:44 - The importance of instant correction, as taught by Patrick O'Connell, head of the Inn at Little Washington
• 02:00 - How empowerment is not just a token gesture but a crucial part of an employee's duties, as taught by Hervé Humler at the Ritz-Carlton
• 03:03 - The value of proactive service, as demonstrated in a story from Horst Schulze, another founder of the Ritz-Carlton

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Micah Solomon shares advice for hospitality leaders on creating a culture that empowers employees to delight guests.

Listeners will learn:

• The importance of proper employee selection, considering both technical skills and interpersonal abilities (00:50)
• How to create a culture where exceptional performance becomes "how it's done around here" (01:44)
• The impact of senior leadership and veteran employees on setting the tone for new hires (02:26)
• How Apple Stores learned from the hospitality industry to provide exceptional customer service (04:21)
• The role of training and a "culture of yes" in fostering employee excitement and customer-centric behavior (05:46)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on creating memorable experiences for guests and customers through the power of presence.

Listeners will learn:

• The importance of giving customers your full attention and stopping conversations with colleagues when a customer approaches (01:43)
• Understanding the dislocated state of mind customers are in, especially in the hospitality industry, and the need for empathy (02:43)
• Avoiding overused questions and instead asking fresh, engaging questions (04:26)
• The significance of attentiveness, creativity, and having enough staff to provide exceptional service (06:00)
• The Ritz-Carlton's approach to empowering staff to create "wow" experiences for guests (06:25)
• An example of The Ritz-Carlton, Dove Mountain going above and beyond to create a memorable Hobbit-themed experience for a guest's birthday (07:18)
• The importance of recognizing when it's not the right time for a "wow" experience (09:13)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on the importance of service in the hospitality industry and how businesses can stand out, drive word of mouth, and succeed.

• Examples of service excellence (01:06) - How companies like Ritz-Carlton and Audi of America use exceptional service as a competitive advantage.
• The impact of word of mouth (01:58) - How word of mouth and online reviews influence customer decisions and the importance of creating memorable customer experiences.
• Challenges and opportunities in hospitality 04:21) - Observations on the hospitality industry over the past five years, including the impact of COVID-19 and rising customer expectations.
• Cost-effective ways to improve service (05:35) - Strategies for improving service without significant capital investment, such as focusing on customer interactions and avoiding ineffective cost-cutting measures like check-in kiosks.
• Personalized guest experiences (06:32) - The importance of personalized service and how different guests have different preferences, including the use of mobile check-in options.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Micah Solomon, a customer service expert and author, shares his insights on creating memorable customer experiences and elevating businesses to the highest level of customer service.

Listeners will learn:

• The three levels of customer service and why businesses should aim for the top level (01:01)
• How Micah conducts idiosyncratic mystery shopping to assess a company's customer service (02:15)
• The importance of using appropriate language, greeting customers promptly, and handling complaints without getting defensive (03:07)
• Micah's background in running a successful manufacturing company and co-authoring a book with a Ritz-Carlton Hotel Company representative (03:57)
• How Micah's childhood experiences and attention to detail led him to his current profession (05:02)
• The applicability of customer service principles across various industries, as they are rooted in understanding human nature (06:31)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Dina Belon, president of Staypineapple Hotels, shares insights on the evolution of sustainability in the hospitality industry and how it's becoming a crucial factor in attracting guests and group business.

Listeners will learn:

• The role of industry associations in providing a single, unified sustainability certification for hotels (01:47)
• Why sustainability isn't just about cost but about creativity and mental energy (02:49)
• How guest preferences, especially in the business and group travel sectors, are driving the push for more sustainable practices (03:19)
• The shift towards data-driven, scientifically-based sustainability reporting (04:42)
• The importance of third-party verification, such as Green Key Global, in marketing a hotel's sustainability efforts (06:18)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Casey Barks, Vice President of Marketing at Staypineapple Hotels, shares his insights on how Staypineapple has digitized and streamlined its influencer management process.

Listeners will learn:

• The tools and metrics Staypineapple uses to evaluate an influencer's true monetary value (03:52)
• Their innovative approach to influencer contracts, ensuring accountability and protecting the hotel's interests (06:50)
• Why influencer marketing is set to become even more significant in the future and how the hospitality industry can do it right (10:29)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Dina Belon, President at Staypineapple Hotels, shares insights on their innovative approach to working with hotel owners and investors. Mike Hirschler, the company's Chief Growth Officer, discusses the challenges that have held back many in the industry and how Staypineapple is addressing them. Casey Barks, the company's VP of Marketing, explains how they're capturing the magic of their brand to drive demand and accelerate business growth.

Listeners will learn:

• The challenges with the traditional hotel business model and fee structures that owners and investors are struggling with (01:30)
• How Staypineapple's centralized model allows for a more efficient approach to hotel management (02:57)
• The importance of innovation (08:21)
• The structural barriers to innovation in the hotel industry and how Staypineapple is overcoming them (11:28)
• The benefits of building relationships and taking a long-term approach (30:59)
• How Staypineapple is leveraging technology to provide a competitive advantage (39:40)
• The power of a playful and genuine brand in driving recognition and demand (46:33)
• The marketing rule of three and the importance of having your brand drive interest and curiosity (48:47)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is part of our series with Staypineapple Hotels. Listen to episode 1, episode 2, and episode 3 if you missed them.
In this episode, Dina Belon, President at Staypineapple Hotels, shares how they use technology, including AI, to enhance personalized service and create memorable guest experiences.

Listeners will learn:

• How Staypineapple pushed its technology partners to align with their goal of delivering hyper-personalized service (01:34)
• The importance of collecting and using actionable guest data across the portfolio to build stronger guest relationships (04:58)
• Why Staypineapple is integrating its POS system with its PMS to eliminate transactions and allow staff to focus on engaging with guests (06:24)
• The need to utilize AI to help build better relationships, not eliminate human interaction (07:45)
• How Staypineapple created its own AI, "Chat Pineapple," which is learning from all of the company's intellectual property (09:40)
• The goal of using AI to replace traditional SOP manuals and provide contextual, conversation-based training for employees (11:04)
• An example of how Chat Pineapple assists staff in drafting authentic responses to guest reviews (12:58)
• The belief that AI will give the hospitality industry the ability to be more hospitable and cater to guests' desire for human connection and memorable experiences (14:30)

If you enjoyed this, listen to my earlier conversation with Dina here: How We Are Upgrading Our Hotel Tech To Delight Our Guests

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is part of our series with Staypineapple Hotels. Listen to episode 1 and episode 2 if you missed them.
In this episode, Dina Belon and Mike Hirschler at Staypineapple Hotels share insights into the company's unique approach to people and culture, which has earned them recognition as the "best place to work" by The Seattle Times.

By listening, you'll learn:

• How Staypineapple refers to their frontline staff as "hoteliers" to reflect their company values (01:41)
• The "Surprise and Delight" program that empowers team members to go above and beyond for guests, exemplified by a story of someone who did this (02:14)
• How Staypineapple encourages authenticity among team members by allowing them to wear their own clothes, use preferred pronouns, and cultivate friendships at work (05:39)
• The importance of the company's internal Facebook group in fostering authentic connections among team members (06:44)
• How Staypineapple incorporates team members' passions and interests to create curated guest experiences (07:41)
• The significance of storytelling in reinforcing company culture and values (11:29)
• How focusing on team member experience translates to delivering value for hotel owners through increased revenue and reduced expenses (12:36)
• The role of executive leadership in staying connected with frontline staff and supporting a strong company culture (16:26)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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This episode is part of our series with Staypineapple Hotels. Listen to episode 1 here.
In this episode, Dina Belon, President at Staypineapple Hotels, shares her company's unique vision for hospitality and what's behind their successful operations.

Listeners will learn:

• How Staypineapple Hotels focuses on teaching the "why" to their employees, empowering them to solve problems using critical thinking (01:04)
• The importance of creating memories for guests and how it ties into Maslow's Hierarchy of Needs (05:07)
• The three key elements of Staypineapple's health and wellness approach: sleep, hydration, and movement (07:01)
• How the company strategically selects hotel locations near public transit to encourage guests to explore cities on foot or by alternative transportation (08:22)
• The adaptability of the Staypineapple concept, which allows them to work with various building types and help independent hotel owners maintain their unique character (10:50)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Dina Belon, Mike Hirschler, and Casey Barks at Staypineapple Hotels share their stories. Here's what listeners will learn:

Dina Belon (President):

• How her design background uniquely positions her to lead a hotel company (00:55)
• The concept of "elegant whimsy" in Staypineapple's brand aesthetic (03:12)
• Her leadership philosophy of combining kindness with efficiency (04:38)
• The importance of utilizing personal strengths in leadership roles (05:25)

Mike Hirschler (Chief Growth Officer):

• His early passion for hospitality (07:18)
• Navigating career challenges during the COVID pandemic (08:35)
• The unique appeal of the hospitality industry for building relationships (10:15)
• How he found his place at Staypineapple and the importance of cultural fit (11:48)

Casey Barks (Vice President of Marketing):

• His diverse career path in hospitality marketing and PR (14:20)
• The contrasts between city hotels and resort life in the industry (15:15)
• Experiences opening a large hotel and doing PR during the pandemic (17:40)
• The appeal of Staypineapple's brand personality after working in luxury hospitality (20:15)
• Insights on Dina Belon's leadership style and decision-making process (21:30)
• The story behind Staypineapple's PATH water bottle initiative (23:15)

If you enjoyed this, you can also listen to my other conversations with Dina Belon here.

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Ana Atienza, Guest Relations Manager at the InterContinental Mark Hopkins San Francisco, shares her journey from studying hotel and restaurant management in the Philippines to building a successful career in hospitality on the front lines of hospitality in San Francisco.

Listeners will learn:

• How Ana decided between studying broadcasting or hospitality (02:04)
• Ana's experience working as a barista and management trainee at a popular coffee shop in the Philippines (03:47)
• The importance of feeling welcomed and valued as a guest in a hotel, regardless of loyalty program status (08:39)
• The challenges and rewards of working at the front desk of a hotel (12:23)
• Valuable advice Ana received from colleagues about not taking things personally and enjoying the moment with guests (14:14)
• The importance of staying in the moment and connecting with guests during check-in (16:27)
• Ana's current role as Guest Relations Manager and Hotel Experience Champion at the InterContinental Mark Hopkins (18:39)
• The beauty and charm of San Francisco and why people should visit the city (21:38)
• Why passion and patience are essential for a successful career in hospitality (23:03)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares her insights on creating purposeful concepts and guest journeys that go beyond the traditional hotel stay.

Listeners will learn:

• How Samantha's work focuses on creating experiences that align guests with their desired selves and open up new paths for them (02:57)
• The importance of understanding the deeper mission behind a hotel and helping hoteliers reconnect with their original purpose (05:16)
• How environment impacts behavior and the concept of enriched environments that can trigger new thoughts, perspectives, and actions (06:10)
• Examples of activations within hotel environments that provoke curiosity and invite engagement (08:09)
• The benefits of aligning hotel experiences with the tourism industry and focusing on experiential aspects (11:03)
• The significance of incorporating a sense of place and local history into hotel experiences in an interactive and sensorial way (14:37)
• The potential for hotels to embrace regenerative travel principles and create positive impacts on their local communities (16:42)

Liked this? Listen to our other episodes with Samantha

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Melissa and Tanner Cummings, co-founders of Cypress Resort, share their vision for building a new kind of luxury nature resort and how they're inviting people to join them on the journey.

Listeners will learn:

• How Tanner and Melissa are cultivating "thin spaces" through their new resort (03:30)
• Why they're focusing on luxury to provide quality, craftsmanship, and an opportunity to serve their team and guests better (06:11)
• How they're using crowdfunding to prove viability, invite people to participate in the building process, and delight future guests (13:56)
• The importance of serving and connecting with people authentically, even before the resort is built (18:21)
• Details on the resort's groundbreaking and projected opening and how listeners can get involved or learn more (23:58)

Learn more:

• Listen to my other episode with Tanner: Why (And How) We're Creating a "Deconstructed Resort"
• Read Tanner and Melissa's blog for more backstory on their journey
• Visit the Cypress Resort Indiegogo project
• Follow Cypress Resort on Instagram
• Follow Cypress Resort on Facebook
• Email tanner@cypressresort.com

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how partnerships and collaborations are crucial for creating unique experiences and engaging the people you want to reach.

Listeners will learn:

• Why collaborations and partnerships are important for citizenM (01:13)
• How partnerships provide a shortcut to reaching target audiences and leveraging resources efficiently. (01:33)
• The impact of events and partnerships on creating the vibe you want and attracting like-minded people. (02:04)
• Details about citizenM's recent partnership with Yes Theory, a content creation team with nine million YouTube subscribers, and how it aligns with the brand's mission. (02:49)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares his thoughts on what the hospitality industry should be paying more attention to in the face of increasingly frequent "black swan" events.

Listeners will learn:

• The hospitality industry needs to think about how to set up their organizations to be more nimble and react to the increasing frequency of cataclysmic events (00:52)
• Hotel businesses should consider their exposure to constant violent corrections in terms of revenue (02:15)
• How citizenM is partially protected from these events as they are largely a rooms-only business with less food and beverage exposure and more variable elements to their setup (02:36)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

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

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In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how citizenM created a unique paid loyalty program called "mycitizenM+" that drives value for both customers and the company. Listeners will learn:

• The context and strategic thinking behind developing mycitizenM+, inspired by Amazon Prime's approach to delivering consistent value to drive long-term loyalty (00:37)
• How citizenM leveraged its position as an owner-operator to quickly implement physical benefits and perks for members (01:42)
• The holistic perspective of mycitizenM+, offering travel, social, and professional benefits to stay top-of-mind with members (04:32)
• The structural changes in the workforce post-pandemic, with increased flexibility and mobility, and how citizenM aims to connect people through travel experiences (06:20)
• The operational complexity behind implementing a global loyalty program and the importance of simplicity, focus, and empowering employees within a framework (08:03)
• The impact of mycitizenM+ on key metrics such as average order value, customer lifetime value, repetition, frequency, app usage, and NPS (11:14)

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Martin Soler, a former hotel general manager who is now a fractional CMO for large travel tech companies and the co-founder of 10minutes.news, shares a refreshing perspective inspired by Jeff Bezos on separating the signal from the noise when it comes to hospitality tech.

By listening to this episode, you will learn:

• Why chasing every shiny new tech trend might be a distraction from what really matters in hospitality (00:54)
• How to apply the concept of focusing on what's not going to change, as people will have more connected gadgets and will want more personalization, less waiting, and more services (02:21)
• Why adapting to the evolving needs of guests is more important than trying to figure out how to use AI or other specific technologies in your hotel (03:27)
• The importance of zooming out and looking at the big picture as a leader in the hospitality industry (03:51)

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free*.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Martin Soler, a former hotel general manager who is now a fractional CMO for large travel tech companies and the co-founder of 10minutes.news, shares his insights on how hotels can use technology to provide personalized experiences for their guests at scale.

Listeners will learn:

• Why only 9% of most hotels' guests are likely to return (12:51)
• How to gather meaningful guest information to surprise and delight them without being annoying (14:23)
• Martin's bold prediction about a big tech shift coming to the hotel industry in the next 24 months (08:33)
• The importance of having a property management system (PMS) that is guest-centric rather than room-centric (05:25)
• How hotels can prepare for a future of hyper-personalization, even if they can't change their PMS right now (10:05)
• The significance of cleaning up existing guest data and collecting the right information to create personalized experiences (11:58)

Subscribe to Martin's personal newsletter, Tell, here

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Katharine Ames, Chief Marketing Officer at the Indigo Road Hospitality Group, shares stories of hospitality that she's experienced from her teams and how it has impacted her personally and professionally.

Listeners will learn:

• How the Indigo Road Hospitality Group takes its "Surprise and Delight" initiative seriously, going the extra mile to make guests feel special (01:14)
• Katharine's personal experience celebrating a milestone birthday at Oku Atlanta, where her team went all out with personalized menus, decor, and cocktails (02:05)
• How Katharine's colleagues at the Indigo Road's home office in Charleston welcomed her children with thoughtful gift bags and activities during a work trip (03:40)
• The significant impact that experiencing hospitality from colleagues can have on people's experiences (05:22)
• How the culture of hospitality is ingrained in the Indigo Road Hospitality Group, with colleagues sharing their "Surprise and Delight" experiences on a company-wide private Instagram feed (06:05)

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Katharine Ames, Chief Marketing Officer at the Indigo Road Hospitality Group, shares her journey from studying communications and hospitality in college to becoming a CMO in the hospitality industry.

Listeners will learn:

• How Katharine's passion for hospitality was inspired by her father and their family dinners (06:02)
• The importance of paying attention to details, as demonstrated by Katharine's internship interview (09:54)
• The differences between working on the agency side versus in-house in the hospitality industry (11:38)
• Katharine's thoughts on the importance of personal connection in marketing, even with the rise of AI and tools like ChatGPT (13:11)
• How Katharine finds inspiration for new ideas by stepping away from her desk, meeting with other creatives and entrepreneurs, and spending time at the hotels and restaurants (14:56)

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his thoughts on supporting women and underrepresented groups in the hospitality industry.

Listeners will learn:

• Why leaders need to recognize and address the lack of opportunity for underrepresented groups in business (01:30)
• How diversity in teams leads to better business outcomes, backed by Harvard Business School studies (04:11)
• The responsibility of executives to pursue diversity for the best outcomes in their businesses (05:16)
• How the younger generation is more open to diversity and will bring positive change, but current leaders still need to act now (08:31)
• The story behind Stuart's support of a book project on the history of Black and African American hoteliers (10:47)
• The gratification that comes from helping others and making connections to support projects and people in the industry (14:46)

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

New to Hospitality Daily? Start here.

Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free*.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Stuart Greif shares his experience attending the Modern Elder Academy and how it can help individuals reconnect with their true selves and find fulfillment in their personal and professional lives.

Listeners will learn:

• How the Modern Elder Academy helps individuals from diverse backgrounds bond and reflect on their lives and careers (03:29)
• The importance of rediscovering one's natural essence and aligning with what truly gives fulfillment as we age (04:00)
• How travel allows us to lose and find ourselves, with the greatest adventure being within (05:07)
• The value of slowing down and appreciating the present moment to facilitate human connection, which is often lost in today's busy world (08:23)

If you enjoyed this, you may also enjoy Chip Conley: Learning to Love Midlife - Insights for Hospitality or watching Ben Pundole talk about his experiences here on our YouTube channel.

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

New to Hospitality Daily? Start here.

Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free*.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Martin Soler, a former hotel general manager who is now a fractional CMO for large travel tech companies and the co-founder of 10minutes.news, shares his observations and insights from the Paris Olympics and how they can be applied to the hospitality industry.

Listeners will learn:

• How the Paris Olympics were surprisingly well-organized and created a fantastic vibe in the city, despite initial complaints and disruptions (01:42)
• The importance of training staff, from police to subway operators, to create a welcoming experience for visitors (03:43)
• The trend of hotels setting outrageous rates for big events, leading to lower occupancy and missed opportunities (04:31)
• The significance of consistent branding across uniforms, signage, and the overall experience, similar to what hotels strive for (07:27)
• The role of technology in creating a seamless experience, such as integrating metro tickets into mobile phones (09:38)
• The shift in luxury brands, like LVMH, moving towards sports and casual wear, reflecting a change in culture and the importance of performance (11:51)

Subscribe to Martin's personal newsletter, Tell, here

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

New to Hospitality Daily? Start here.

Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free*.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares his perspective on whether it is harder or easier than ever to build strong guest relationships in the hospitality industry.

Listeners will learn:

• Why Bashar believes it is easier than ever to build guest relationships due to the availability of information on social media and the low bar for exceeding guest expectations (01:21)
• The importance of focusing on emotional intelligence, empathy, and culture rather than transactional mystery shops (02:14)
• A story illustrating the impact of a simple, genuine welcome gesture on a guest's experience after a stressful travel journey (03:37)
• The concept of hotels and restaurants being a respite from daily life, where guests can feel taken care of in a magical world (04:52)
• The role of staffing and creating a culture that celebrates and rewards employees for providing exceptional guest experiences (06:02)

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

New to Hospitality Daily? Start here.

Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free*.

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In this episode, Katharine Ames, Chief Marketing Officer at the Indigo Road Hospitality Group, shares her insights on the opportunities for post-stay engagement in the hospitality industry.

Listeners will learn:

• Why post-stay engagement is the most untapped opportunity in the hospitality industry (01:15)
• How the retail industry has excelled at following up with customers after a transaction (01:25)
• The importance of reaching out to guests to encourage them to return and share their experiences (02:07)
• How real loyalty is about creating an affinity for a hotel, company, or restaurant, rather than just offering rewards programs (02:45)
• Examples of how Indigo Road Hospitality Group engages with guests post-stay, including personalized phone calls and social media interactions (03:55)

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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This episode is sponsored by inKind.

In this episode, Johann Moonesinghe, co-founder and CEO of inKind, shares how his company is empowering restaurants by connecting them with capital, technology, and high-spend guests.

Listeners will learn:

• How Johann's experiences investing in restaurants and running a restaurant incubator led him to start InKind (01:52)
• The challenges of running restaurants, including the need to be good at everything from procurement to marketing (07:47)
• How InKind evolved from a restaurant financing company to a consumer marketplace, offering a network-wide loyalty program (14:27)
• The importance of InKind owning and operating its own restaurants to better understand and serve its clients (20:58)
• How InKind's partnership with restaurateur Michael Mina has shaped the company's strategy to provide comprehensive support to restaurants (24:27)
• InKind's commitment to funding independent restaurants, especially those owned by minorities, women, LGBT individuals, or veterans (32:22)

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In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his perspective on the biggest opportunities for AI in hospitality.

Listeners will learn:

• Why human connection and the "psychic kick" of serving others is still at the heart of hospitality (01:28)
• How AI can free up time and resources for hotel staff to focus more on engaging with guests by automating time-consuming administrative tasks (03:33)
• Examples of how AI is being used to improve productivity and the guest experience, such as summarizing key information for travel agents (05:33)
• The importance of identifying specific, repetitive tasks that can be automated with AI rather than trying to map the entire organization at once (08:03)
• How starting with a small number of tasks and iteratively improving AI solutions can lead to significant time savings (08:55)

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how he sees AI impacting hospitality (and his business) in the years ahead and then gets specific on some ways AI-powered technology is already making his teams more efficient and effective today.

Listeners will learn:

• How AI is causing a major platform shift that could level the playing field for independent boutique hotels and small chains (00:51)
• How citizenM is using Robotic Process Automation (RPA) to automate repetitive manual tasks, such as reconciling guest names with confirmation codes from OTA bookings (02:32)
• The importance of using data and business intelligence to gain an accurate, timely, and objective perspective on the impact delivered on a day-to-day basis (03:50)

More from Ernest:

• How Robert De Niro in "Casino" Influenced My Career in Hospitality
• How I Spend My Time (And What I Focus On) As A Hospitality Leader

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what excellence in luxury hospitality looks like at her iconic hotel.

Enjoyed this? Listen to more episodes with Robyn here.

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares how her teams stay focused and motivated each day with Forbes Service Energizers.

Enjoyed this? Listen to more episodes with Robyn here.

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the "service-profit cycle of success" and why you shouldn't just focus on employee happiness.

Enjoyed this? Listen to more episodes with Robyn here.

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what she's learned about creating value for guests - and streamlining your own work.

Enjoyed this? Listen to more episodes with Robyn here.

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the process she used to tackle hard problems in hospitality as Vice President of Operational Innovation at Starwood Hotels - an approach that you can use as well.

Enjoyed this? Listen to more episodes with Robyn here.

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

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Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what she's learned about learning and leadership in her career.

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This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships
In this episode, Fernando Calvo, General Manager of Bohemia Suites Gran Canaria, shares insights into creating a luxurious and personalized guest experience that feels like staying with a friend. Listen now to learn about:

• Philosophy of Service - Learn about the philosophy of service that emphasizes making guests feel comfortable and at home.
• Team Management and Motivation - Discover how the management team encourages staff to feel like hosts and part of the company.
• Balancing Professional and Personal Growth - Understand the importance of balancing professional growth with personal life in the hospitality industry.
• Guest Personalization Techniques - Explore the methods used to gather guest preferences and tailor their stay accordingly.
• Building Long-term Relationships with Guests - Find out how the hotel builds lasting relationships with repeat guests and creates a community.
• Handling Feedback and Continuous Improvement - Learn about the importance of listening to guest feedback and continuously improving the service.
• Maintaining Quality Basics - Understand why maintaining quality basics is crucial before building additional guest experiences.
• Adapting to Different Types of Hotels and Guests - Gain insights into how the type of hotel and guest expectations influence the level of service provided.

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This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships
In this episode, Russell True, owner and operator of White Stallion Ranch, shares insights into the unique world of dude ranches and how he and his team deliver an exceptional hospitality experience that has earned the the #1 rating on TripAdvisor.

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This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest RelationshipsIn this episode, I share what our research showed about upselling and its role in making guests happier - and boosting profits.

More resources:

• Why Guest Relationships Are The Key to Unlocking Revenue Today - Josiah Mackenzie
• Opportunities in Building Guest Relationships Today - Baskar Manivannan, Sojern

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This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, I share my thoughts on the importance of online reviews in the hospitality industry and how they can be leveraged to improve guest experience and internal operations. Listen now to learn about:

• The Evolution of Guest Feedback - How online reviews have transformed the way hotels receive and act on guest feedback.
• The Power of Listening - Why listening to guest feedback is crucial for building strong guest relationships.
• The Impact of TripAdvisor - The role TripAdvisor played in changing the landscape of guest feedback and hotel reputation management.
• Research on Guest Feedback - My research showing that 92% of hoteliers use online reviews to track guest satisfaction, more than any other medium.
• Opportunities with Online Reviews - How online reviews can reveal strengths, weaknesses, and opportunities for both individual hotels and brands.
• Case Study Highlight - A clip from Christian de Boer discussing the importance of online reviews in maintaining high standards and consistently impressing guests.

More resources:

• Why Guest Relationships Are The Key to Unlocking Revenue Today - Josiah Mackenzie
• Opportunities in Building Guest Relationships Today - Baskar Manivannan, Sojern
• Does TripAdvisor Still Matter for Hotels in 2024? (Reputation Management Masterclass) - Christian de Boer, Jaya House Hotels
• Guest Satisfaction Research And Insights - Neil James, Shiji ReviewPro
• How Adele Gutman, TripAdvisor’s top-rated hotelier, improved retention and earned great reviews by engaging her team (HotelOperations.com)
• How Coast Hotels Designed and Launched its Guest Feedback Management Program (HotelOperations.com)

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In this episode, Baskar Manivannan, Vice President of Guest Experience Solutions at Sojern, shares insights on the challenges and opportunities hoteliers face in building guest relationships and enhancing guest experiences.

For more, check out our new research report: Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships

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In this episode, I share some some context and insights from my recent research with Sojern on the state of guest experience in the hospitality industry and how it impacts financial performance.

Download the research report here:
Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships

Episodes referenced:

• This "Quiet" Role Manages Hotel Managers, And Here's What They're Seeing Now - Sarah Gulla and Justin Epps, Hospitality Asset Managers Association
• How The World's Best Hotels Deliver Exceptional Service - Ryan Mann, McKinsey & Company
• How To Stand Out And Succeed: What I've Learned About Hotel Brands And What I See Happening Now - Professor Chekitan Dev, Cornell University

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This week, we're going all-in to focus on guest experience and relationship building after I've concluded a few months of research on this topic with Sojern.

Download the research report here:
Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships

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In this episode, Ernest Lee, Chief Commercial Officer of citizenM, shares insights on effective leadership in the hospitality industry and how to stay energized in a demanding environment. Listen now to learn about:

• The multifaceted role of leaders, including "flying, fixing, and fueling the plane."
• The importance of hiring the right people to empower teams and create an operating framework.
• Strategies for optimizing and growing a business by identifying roadblocks and solving problems.
• The mindset required to run a hotel business.

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In this episode, Ernest Lee, Chief Commercial Officer of citizenM, shares how he got started in hospitality and the valuable lessons he learned along the way.

• Background and Early Influences (00:00) - Learn about Ernest's upbringing and how his early jobs in food and hospitality businesses influenced his career path.
• First Job Experiences (01:06) - Discover Ernest's favorite part-time job and what he loved about the dynamic and energy of the hospitality environment.
• Education and Career Path (01:48) - Understand why Ernest chose to attend NYU Hotel School and his initial aspirations to become a General Manager or work in operations.
• Importance of Attention to Detail (02:20) - Hear a story about a scene from the movie "Casino" and how it relates to Ernest's experience as a junior housekeeping manager, emphasizing the importance of details in hospitality.
• Misconceptions About Hospitality (04:15) - Learn about the "Anthony Bourdain effect" and the reality of working in hospitality, including both the glamorous and unglamorous aspects of the industry.

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In this episode, Jose Cervano, a server at the Top of the Mark bar in the InterContinental Mark Hopkins San Francisco, shares his journey in hospitality and the secrets to making guests feel special.

• Jose's Journey in Hospitality - Learn about Jose's 48-year career at the Top of the Mark bar and how he started in the hospitality industry.
• The Iconic Top of the Mark Bar - Discover the history and significance of the Top of the Mark bar.
• Creating Special Moments for Guests - Understand how Jose makes each guest's visit memorable, from serving soldiers to celebrating birthdays and anniversaries.
• Advice for New Hospitality Workers - Hear Jose's advice for new associates on providing excellent service and the importance of enjoying the work.
• The Tradition of the "Soldier's Bottle" - Learn about the unique tradition of the "soldier's bottle," a practice that started during World War II and continues to honor military personnel.
• Building Long-lasting Relationships with Guests - Find out how Jose builds lasting connections with guests, leading to lifelong friendships and repeat visits.

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In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares insights learned from Paul Zak on how neuroscience can enhance immersive experiences in the travel and hospitality industry. Listen now to learn about:

• Understanding Immersion in Experiences: Learn about the neuroscience behind what makes an experience truly immersive, including the roles of oxytocin and dopamine.
• Designing Immersive Experiences: Discover how to design travel and hospitality experiences that trigger the right neurochemical responses for immersion.
• Using Technology to Measure Immersion: Explore the innovative app created by Paul that allows users to measure their levels of immersion in real-time using a smartwatch.
• Practical Applications and Case Study: Hear about a real-life application of immersion measurement technology during Samantha's trip to Sicily and the valuable insights gained from it.

Resources:

• Paul's book - Immersion: The Science of the Extraordinary and the Source of Happiness
• Paul's app: Tuesday
• Listen to our other episodes with Samantha

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In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares insights on how experiential hospitality can be enhanced by incorporating elements of play and creativity. Listen now to learn about:

• The importance of experiential hospitality - How experiential hospitality holds great potential for the industry.
• Learning from other experiences in tourism - The value of outdoor adventures, cultural immersive activities, and workshops in enhancing hospitality.
• Whitewater rafting experience in Slovenia - A detailed account of a unique whitewater rafting experience that incorporated play and creativity.
• Creating memorable moments with limited resources - How to use available resources creatively to create fun and memorable experiences without high costs.
• The role of play in hospitality - The necessity of integrating play into hospitality, especially in the luxury sector.
• Examples of creative hospitality experiences - An example of a hotel in England that stages immersive theater plays, like murder mystery experiences, to enhance guest engagement.
• The concept of contrast in travel experiences - The idea of "barefoot luxury" and how novelty and contrast are essential for creating surprising and delightful experiences for guests.

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In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares his innovative approach to sustainability in the hospitality industry, demonstrating how hotels can embrace eco-friendly practices without compromising guest satisfaction.

• Christian's journey to sustainability (01:26) - Learn about the initial steps Christian took to ban single-use plastics in 2016 and the challenges he faced.
• Innovative solutions for reducing plastic use (02:27) - Discover how employing local families to make bamboo straws and producing their own toiletries has benefited both the environment and the community.
• Guest satisfaction and sustainability (02:59) - Understand how guests have responded positively to these changes and how it has enhanced their experience.
• Practical steps for hotels to reduce plastic (04:22) - Get actionable insights on replacing plastic items with sustainable alternatives, such as bamboo toothbrushes and glass bottles.
• Impact on local communities (11:09) - Hear about the broader impact of these initiatives on the local community and the environment in Cambodia.
• Challenges and future of sustainability in hospitality (13:11) - Explore the ongoing challenges and the future outlook for sustainability in the hospitality industry, including the role of large hotel groups and international organizations.

If you enjoyed this episode, you may also enjoy:

1. This Is What Being Radically Guest-Focused Looks Like - Christian de Boer, Jaya House Hotels
2. Does TripAdvisor Still Matter for Hotels in 2024? (Reputation Management Masterclass) - Christian de Boer, Jaya House Hotels
3. Our other episodes on sustainability

You can also watch our full conversation on the Hospitality Daily YouTube channel.

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In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares his insights on the importance of TripAdvisor and other review platforms in the hospitality industry and how his hotel maintains an impeccable reputation.

• The significance of TripAdvisor (01:07) -Christian discusses the impact of TripAdvisor today.
• Avoiding negative reviews (03:00)—Jaya House has zero negative reviews, and Christian explains how being on the ground and directly interacting with guests helps maintain high standards and avoid negative reviews.
• Empowering staff to handle guest issues (04:13) - Learn about the importance of empowering staff to make decisions and resolve guest issues immediately to ensure satisfaction and loyalty.
• The role of creativity and uniqueness in building reputation (09:18) - Christian shares examples of creative initiatives, such as the handmade Christmas tree and the plush duck sofa, that create memorable experiences for guests.

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In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares how he rethought everything to create and provide a radically guest-focused experience that has earned his hotel a spot in TripAdvisor's top 25 hotels in the world for five consecutive years without a single negative review.

Listen now to learn about:

• The importance of a guest-focused experience - How Christian's approach to hospitality stands out by focusing on taking care of guests in a way that feels intuitive and genuine.
• Eliminating traditional sales methods - Discover why Giant House Hotels does not have a sales team and how they leverage technology and word of mouth instead.
• Cost-saving strategies - Understand how cutting out sales trips and other traditional marketing expenses allows the hotel to invest more in guest experiences and staff welfare.
• Unique guest services - Hear about the exceptional services offered to guests, such as free laundry, daily massages, and flexible check-in/check-out times.
• The philosophy behind guest treatment - Explore Christian's philosophy of treating guests like family, avoiding nickel-and-diming, and providing genuine hospitality.
• The impact of word of mouth - Learn how word of mouth has become the primary marketing tool for Giant House Hotels and why it is more effective than traditional advertising.
• Decision-making framework - Gain insights into the quick and efficient decision-making process at Giant House Hotels, focusing on what benefits guests and staff the most.
• Challenges and industry perspectives - Understand the challenges Christian faced in implementing his unique approach and why he believes more hotels should adopt similar practices.

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In this episode, Ashley Godfrey, a professor at the Escoffier School of Culinary Arts, shares her insights on crafting effective resumes and cover letters for the hospitality industry. Listen now to learn about:

• The importance of including a cover letter
• Elements of an effective cover letter
• Common mistakes in resume and cover letter writing
• Tips for making your resume stand out
• How to leverage personal experiences to differentiate yourself

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In this episode, Rob Paterson shares how to "manage up" to your boss, which is especially tricky in a hospitality environment.

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In this episode, Rob Paterson shares insights on the importance of leadership training in the hospitality industry and how to develop leaders effectively.

• The importance of leadership training in hospitality - Rob discusses the critical role of leadership in hospitality and the current lack of investment in leadership development.
• Leadership training as insurance - Rob explains how leadership training acts as insurance against workplace toxicity and ensures maximum output from leaders.
• Challenges of promoting untrained individuals - The issue of promoting individuals without proper training and the impact it has on the organization.
• Experiences with leadership training - Rob shares his personal journey, including his failures and successes, and the importance of not throwing new leaders into the "deep end."
• The role of coaching in leadership development - Rob emphasizes the need for coaching in leadership training and how it is often overlooked in the hospitality industry.
• Rob's journey to CEO - Rob talks about his own experience of becoming a CEO without formal training and the challenges he faced.
• Practical and realistic leadership training - Rob discusses his approach to creating practical and realistic leadership training workshops that are relevant to the hospitality industry.

Learn more about Rob's work here

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In this episode, Rob Paterson shares his insights on rapid promotions in the hospitality industry and how to navigate new leadership roles effectively.

Listen now to learn about:

• Rob's career journey from starting at 18 to becoming a CEO.
• The common issue of rapid promotions in hospitality and the lack of proper training for new leaders.
• Research findings on the lack of management training in the hospitality industry.
• The importance of self-leadership and emotional regulation for new leaders. (See Rob's post on this on LinkedIn)
• Key advice for new leaders, including managing and setting expectations.

Learn more about Rob's work here

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In this episode, Brett & Casey McManus, owners of Après Inn in Killington, Vermont, share their journey of becoming hoteliers and accidentally going viral on Instagram @Innvestors

Listen now to learn about:

• The Accidental Journey into Hospitality: Brett and Casey discuss their unconventional path.
• Community Impact: The role of their hotel in the Killington, Vermont community and how they have revitalized the local area through their hospitality efforts.
• Creating the Ideal Guest Experience: How they identified and catered to their target guests, particularly outdoor enthusiasts like skiers and mountain bikers.
• Navigating Surprises in Hospitality: Brett and Casey share unexpected challenges and surprises they encountered while running their motel.
• Balancing In-Person and Digital Interactions: Comparing the benefits of face-to-face guest interactions with their social media following.
• Social Media Strategy: The organic growth of their Instagram presence and how they create engaging content with minimal time investment.
• Lessons Learned and Future Plans: Reflections on their journey so far and their vision for the future, including potential brand partnerships and business growth.
• Translating Teaching Skills to Hospitality: Casey explains how her background in education helps her manage guest interactions and team building in their hospitality business.
• Expanding and Innovating: Their excitement about future opportunities and continuing to innovate in the hospitality industry.

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In this episode, Michaelangelo L'Acqua, Global Director of Entertainment and Culture at SH Hotels and Resorts, shares insights on the evolving nature of human connection in relation to hospitality.

Listen now to learn about:

• Human Connection in Hospitality: Learn why hospitality will remain a bastion of human-to-human connections despite increasing automation.
• The Essence of Luxury: Discover the importance of mastery and human input in creating luxury experiences.
• Changing Definitions of Luxury: Explore how younger generations define luxury through experiences, context, and social responsibility.

Listen to our other episode for the first part of our conversation: The Most Creative Man in Hospitality

Watch this conversation on YouTube

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In this episode, Michaelangelo L'Acqua, Global Director of Entertainment and Culture at SH Hotels and Resorts, shares his insights on how creativity can elevate the guest experience in the hospitality industry.

Listen now to learn about:

• Michelangelo's Unique Role (01:26) - Learn about Michelangelo's role as a creative director in the entertainment and culture space and how it differs from traditional roles.
• The Importance of Music (03:23) - Discover why Michelangelo always starts with the soundtrack and how music can create a seamless experience that engages all five senses.
• Translating Vision into Reality (09:59) - Understand the process of translating a brand's vision into a tangible guest experience and the importance of humility and collaboration in this process.
• Strategic Thinking (15:45) - Explore how to strategically integrate entertainment and culture into a brand's essence.
• Balancing Predictability and Creativity (19:57) - Learn how to maintain a balance between creating a predictable, scalable experience and keeping it fresh and inspiring.
• Learning from Jazz (20:01) - Hear Michelangelo's analogy of jazz to explain how structured guidelines can empower creativity and improvisation in different cultural contexts.
• Creating Moments of Awe (24:04) - Find out how hospitality can serve as a canvas for creative expression, offering opportunities to create memorable moments for guests.

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In this episode, Jordan Hollander, co-founder of Hotel Tech Report, shares insights on the evolving landscape of hotel technology, including the changing buying process, key technologies to watch, and strategies for successful implementation.

Listen now to learn about:

• The changing buying process for hotel technology - How buyers are becoming more sophisticated, and the shift away from trade shows to online research and reviews.
• Decentralization in decision-making - How technology purchase decisions are moving from centralized CIOs to functional areas, and the importance of empowering teams to make informed decisions.
• Advice for buying technology - The importance of being proactive, leveraging vendor knowledge, and acting as a fiduciary for your company by evaluating multiple vendors.
• Innovations in meetings and event sales technology - The rise of tools for real-time revenue management and sales automation, and examples of companies innovating in this space.
• Guest experience platforms - The emergence of integrated, modular platforms and how they are driving revenue and improving guest experiences.
• The importance of integration and best-of-breed solutions - Why hotels should focus on solutions that best serve their specific needs.
• Successful technology implementation strategies - Examples of hotels that have effectively piloted and scaled new technologies and the importance of setting KPIs and having a clear plan for technology rollouts.
• Upcoming AI tech stack advisor tool from Hotel Tech Report - How the new tool will provide end-to-end tech stack recommendations and audits.

Watch this conversation on YouTube

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In this episode, Penny Brown, Managing Director of the Burgh Island Hotel in England, shares insights into creating a unique and relaxing hospitality experience that helps guests disconnect from their busy lives and recharge.

Listen now to learn about:

• The importance of the arrival experience - How the journey to the hotel and the initial welcome with champagne sets the tone for relaxation.
• Intentional design choices for relaxation - The decision to exclude televisions from rooms to help guests disconnect and the impact of natural elements like the sound of waves and the smell of sea air.
• Creating a unique dining experience - The different dining options available at the hotel, including a black-tie ballroom experience, a seafood restaurant, and a rustic fish and chips option.
• Themed events and guest interaction - How themed events like Murder Mystery nights encourage guest interaction and create lasting friendships.
• Personalized guest relations - The role of the guest relations team in understanding and accommodating guest preferences to make their stay special.
• The evolving concept of wellness - Penny's perspective on wellness and how the hotel provides a space for guests to relax and recharge, away from the fast-paced demands of modern life.
• Future of hospitality and experiential offerings - The exciting potential for new experiences in the hospitality industry and how Burr Island Hotel plans to incorporate them into their offerings.

Watch our full conversation here on YouTube

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In this episode, Penny Brown, Managing Director of the Burgh Island Hotel in England, shares why age diversity is important and the benefits of hiring older workers in the hospitality industry. Listen now to learn about:

• The current staffing challenges in the hospitality industry and typical hiring practices.
• The transient nature of young workers and the impact of high turnover on hotels.
• The lack of proper induction and care for new employees in many hotels.
• The advantages of hiring older workers, including their maturity, reliability, and connection to the local community.
• The importance of balancing younger and older workers to create a thriving and sustainable hospitality business.

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In this episode, Simon Mais, CEO of EOS Hospitality, shares insights on attracting and retaining talented people in the hospitality industry.

• The biggest challenge in the hospitality industry (00:01) - Discover why attracting and retaining talent is a significant challenge in hospitality.
• EOS Hospitality's ethos: Humble and Kind (00:44) - Learn about the company's core values and how humility and kindness have become major draws for senior leadership and other employees.
• Respecting and acknowledging all employees (02:58) - Understand the importance of respecting every team member's contribution, from housekeepers to dishwashers, and how this respect fosters a positive work environment.
• EOS Family Matters program (04:24) - Get insights into the EOS Family Matters program, which offers extended family leave, and how it has helped attract and retain a younger demographic of employees.
• Impact of family-friendly policies on employee retention (05:06) - Hear about the significant reduction in turnover rates among employees who take advantage of the family leave program and how it benefits both the company and its employees.

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In this episode, Simon Mais, CEO of EOS Hospitality, shares insights into the dynamic world of hotel operations and management. Listen now to learn about:

• Why management and operations matter in the hospitality industry (00:52)
• The appeal of a career in hotel operations (01:06)
• The importance of adaptability and excitement in operations roles (01:50)
• The role of revenue and accounting in successful hotel management (02:33)
• How operations contributes to guest experience and satisfaction (02:53)
• The holistic view of running a hospitality business (03:58)

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In this episode, Meredith Marin, CEO of Vegan Hospitality, shares insights on how to cater to vegan guests and the importance of plant-based options in the hospitality industry.

• Why catering to vegan guests matters (01:16) - Understanding the importance of inclusivity and the "veto vote" phenomenon.
• Common reasons people adopt a plant-based diet (08:22) - Health benefits, sustainability concerns, and animal welfare considerations.
• Developing a vegan guest strategy (12:14) - Mapping the guest journey and ensuring a consistent experience for vegan guests.
• Menu engineering and labeling (17:28) - The importance of accurate labels, color psychology, and effective menu descriptions.
• The benefits of separate vegan menus (20:38) - Minimizing service mistakes and enhancing the guest experience.
• Certification and industry standards (23:40) - Vegan Hospitality's Global Hospitality & Tourism Certification and its impact on the industry.

You may also enjoy:

• Meredith on Russell of Hotels (YouTube)
• Inspiring Change Through Hospitality - Jeff Stanford, Stanford Inn
• How We Use Nutrition & Wellness Programming To Serve Our Guests - Sid Garza-Hillman, Stanford Inn

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In this episode, Simon Mais, CEO of EOS Hospitality, shares how his company has developed a way to give back to the communities it operates in without reducing the profits of the hotels it manages.

• Introduction to the Community Impact Program (00:59) - Learn about the 1% impact fee charged to hotel guests and how these funds are allocated for community benefits.
• Local vs. National Impact (01:10) - Understand the decision-making process behind focusing on local community impact rather than national organizations.
• Case Study: Isla Bella in Marathon, Florida (02:05) - Discover how Isla Bella generated $400,000 in community impact dollars and supported local initiatives like schools, the Turtle Fund, and the Turtle Hospital.
• Partnership with Conch Republic Marine Army (02:26) - Explore the partnership with a volunteer organization that cleans beaches and how guests can participate in these activities.
• Impact on Local Environment and Tourism (03:07) - Learn about the environmental benefits and how clean beaches and waters enhance the hotel experience for guests.
• Example from Kennebunkport Resort Collection in Maine (04:09) - Hear about the donation to Habitat for Humanity and the construction of houses for employees.
• Community Feedback and Business Benefits (04:40) - Understand the positive feedback from communities and how the program helps in attracting and retaining talent.
• Aligning Owner Interests with Community Impact (05:45) - Learn about the business benefits of the program, including reduced recruiting costs and enhanced community relations.

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In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on excellence in hospitality and how to scale it across multiple properties.

• Guest Experience and Personalization (01:00) - Hear a story about a guest's feedback on the price of Diet Coke and how the team responded to enhance the guest experience.
• Scaling Operations (02:59) - Discover the operational challenges and strategies involved in scaling from a single property to multiple resorts.
• Building a Strong Team (03:23) - Understand the importance of having a great business partner and team members, and how they contribute to the company's success.
• Creating a Unique DNA (05:29) - Learn how Grace Bay Resorts developed its unique DNA by integrating systems and processes from various luxury brands.
• Importance of Culture and People (05:40) - Explore the role of leadership, culture, and team dynamics in creating a successful hospitality business.
• Effective Communication (06:15) - Find out how the company communicates its DNA and values to new team members and ensures alignment across all levels.
• Technology in Hospitality (08:05) - Gain insights into how technology is used to improve processes and service delivery in luxury hospitality, while maintaining a high-touch experience.

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In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on leveraging local culture and best practices in hospitality to create remarkable guest experiences.

• The Power of Local Culture in Hospitality - Learn how embracing the local culture and authentic interactions can enhance guest experiences.
• The Importance of Emotional Connections - Discover the impact of genuine emotional bonds, such as the "Caribbean hug," on guest satisfaction and loyalty.
• Community Involvement and Guest Engagement - Understand the benefits of involving guests in local community activities and how it fosters a deeper connection to the destination.
• Founding of Grace Bay Club Hotel School - Explore the motivations and processes behind establishing a training center to educate and empower local staff in hospitality.
• Exposure to Global Hospitality Practices - Hear about the value of sending staff to international hotels to gain diverse experiences and bring back new energy and ideas.
• Training and Mentorship Systems - Learn about the role of HR directors, general managers, and mentor systems in acclimatizing staff to high standards of hospitality.
• Balancing Warmth with Expectations - How to balance the warmth of local hospitality with the luxury expectations of guests.
• Understanding Guest Psychology - Discover the importance of reading guests' needs and behaviors to provide personalized and exceptional service.

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In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on how wellness and first impressions create an unforgettable guest experience. Listen now to learn about:

• The importance of first impressions in hospitality
• How Grace Bay Resorts integrates wellness into the guest experience
• The therapeutic value of nature and beach walks
• The role of wellness coaches in enhancing guest relaxation
• Strategies for encouraging family bonding and meaningful conversations
• The impact of digital devices on family interactions and how to mitigate it
• Innovative wellness programming ideas for luxury hotels

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In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares his journey and insights on the power of leadership and mentorship in the hospitality industry.

• The importance of mentorship in career growth (01:14) - Nikheel discusses how mentorship has been a common theme throughout his career, starting with his father and continuing with various leaders at the Ritz-Carlton.
• Key advice from mentors (03:18) - Nikheel shares a pivotal piece of advice from a mentor about choosing long-term growth over immediate financial gain.
• Impact of international and cross-cultural experiences (04:49) - Nikheel explains how working in different countries and cultures has shaped his leadership style and approach to hospitality.
• Mentorship in action: Developing future leaders (06:38) - Nikheel talks about how he mentors others, including examples of former colleagues who have become successful general managers and entrepreneurs.
• The abundance mentality in leadership (09:10) - Nikheel emphasizes the importance of celebrating employees' growth, even if it means they leave the company, and maintaining a positive, abundance-focused mindset.

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In this episode, Dr. Matthew Olson, professor at the University of North Florida and director of the Taylor Leadership Institute, shares insights on what it takes to excel in leadership and how to empower others effectively.

• Introduction to Dr. Matt Olson and his role (01:42) - Learn about Dr. Olson's background and his work at the University of North Florida.
• Defining Leadership and Its Importance (02:26) - Understand Dr. Olson's perspective on leadership as influence rather than a position or title.
• Empowering Leadership in Organizations (03:28) - Discover why empowering leadership within teams is crucial for organizational success and personal fulfillment.
• The Impact of Leadership on Employee Engagement (04:46) - Hear about the transformation leaders experience when they focus on celebrating their team's strengths.
• Developing Leadership Skills through Real-World Experience (06:16) - Learn about the Leadership Excellence Apprentice Program and how it integrates real-world experiences with academic learning.
• The Role of Shadowing in Leadership Development (14:44) - Get insights into the benefits of shadowing executives and how it enhances leadership skills.
• Key Takeaways on Teaching and Empowering Future Leaders (17:05) - Dr. Olson shares his top takeaways on teaching, training, and empowering the next generation of leaders.
• The Importance of Service and Continuous Learning (17:32) - Understand the significance of serving others and the necessity of continuous learning in effective leadership.
• How to Learn More About Dr. Olson's Work (20:44) - Find out where to go to learn more about Dr. Olson and his leadership programs.

Also: Listen to Lessons in Leading a Culture of Excellence with Greg Cook, The Ritz-Carlton, Amelia Island

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In this episode, Tony Greenberg, co-owner of SingleThread, shares insights into the strategy and unique approach that has helped SingleThread become one of the top hospitality businesses in the world.

• Tony's perspective on the evolving hospitality economy (01:40) - Learn about the shift from material goods to transformational experiences, and the integration of restaurants and hotels in the hospitality industry.
• The role of the inn in SingleThread's business model (05:25) - Discover how the inn complements the farm and restaurant, and hear about the unique experiences offered to guests staying at the inn.
• The importance of team and culture at SingleThread (20:02) - Explore how SingleThread attracts and retains talented individuals, and understand the significance of humility and compassion in their team dynamics.
• Tony's journey and partnership with Kyle and Katina (12:30) - Learn about Tony's background and how he met Kyle and Katina, and hear about the development and growth of SingleThread over the years.
• Feedback and continuous improvement (40:31) - Discover how SingleThread collects and utilizes guest feedback and understand the importance of internal feedback and constructive criticism.
• Future plans and developments for SingleThread (43:14) - Get a sneak peek into upcoming projects and expansions and learn about the vision for creating a cohesive multi-stay experience in Healdsburg.

This is part of our series on SingleThread. Listen to episode 1 here, episode 2 here, and episode 3 here.

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In this episode, Nathan Woods shares his insights on cultivating a heart of hospitality and how it can transform both personal and professional interactions.

• The concept of providing hospitality with both home and heart
• The importance of seeing everyone as beloved and deeply loved
• How gratitude and recognition of others' needs can open up opportunities for hospitality
• The intrinsic value of people and its impact on creating beautiful hospitality experiences

Listen to our other episode with Nathan: From Track and Field to Treehouses: Lessons for Hospitality From Building Businesses In Other Industries

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In this episode, Scott Roby, founder of Storyteller Hospitality, shares his journey that led him to create a consultancy focused on story-based business strategies and how you can unlock success in your career and business through stories.

• Founding Storyteller Hospitality (03:36) - Understand the inspiration behind Storyteller Hospitality and how Scott launched the consultancy.
• The Power of Storytelling (05:28) - Explore how storytelling can build culture, attract talent, and drive business performance.
• Personal Storytelling for Career Growth (09:45) - Get tips on assessing your strengths and weaknesses and aligning your personal story with your career goals.
• Organizational Storytelling and Culture (12:09) - Learn about the importance of creating a high-performance culture that attracts and retains top talent.
• Tactical Implementation of Storytelling (18:02) - Hear about the practical aspects of integrating storytelling into business strategy and operations.

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In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares insights on how her business has achieved recognition as one of the Travel & Leisure Best 100 Hotels in the World and the unique ways her team creates memorable experiences for guests.

• Attentive Service: Discover the importance of personalized service and how small, thoughtful gestures by staff can leave lasting impressions on guests.
• Maintaining Energy and Inspiration: Understand how Lisa and her team stay inspired and energized, especially when managing high-stakes events like weddings.
• Effective Communication: Hear about the role of communication in fostering a strong team culture, including the structure and benefits of their weekly company-wide meetings.

If you liked this, you may enjoy our other episodes with Lisa:

• How We Created "Summer Camp" for Spotify, Unforgettable Weddings & More
• Secrets to a 4% Employee Turnover Rate: Here's How We Earned Inc. 500 Best Places to Work Recognition

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In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares insights on how she and her sister transformed a former summer camp into a high-end retreat and built a remarkable workplace culture that earned them a spot on the Inc. 500 Best Places to Work list.

• Approach to hiring and staffing (01:51) - Lisa explains their unique hiring strategies, including the benefits of hiring locally and the importance of giving employees multiple chances to succeed.
• Interview process and key questions (04:11) - Discover the fun and insightful questions they ask during interviews to determine if a candidate is a good fit for their culture.
• Creating a culture of fun and excellence (05:38) - Lisa shares practical ways they foster a fun yet high-performing work environment, including allowing staff to be themselves and encouraging creative programming ideas.
• Community engagement and employee pride (08:25) - Understand how Cedar Lakes Estate engages with the local community and instills a sense of pride in its employees, making it a magnetic place to work.
• Intensive training programs (09:38) - Learn about their rigorous training programs, including the two-day "Camp Cedar," which ensures all employees meet their high standards of service and excellence.

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In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares how she and her sister transformed a 1920s summer camp into a world-class destination for weddings, retreats, and boutique hospitality.

• Adapting to New Uses: Learn how Lisa and her sister adapted Cedar Lakes Estate to function both as an event venue and a boutique hotel.
• The Importance of Guest Feedback: Discover the role of guest feedback in shaping strategy and accelerating growth.
• Creating Exclusive, Immersive Event Experiences: Get tips on what it takes to provide these experiences.
• Maintaining an Engaging Workplace: Understand how Lisa maintains a fun and engaging workplace for her staff.
• Winter Operations: Hear why Cedar Lakes Estate stays open during the off-season and how it benefits their staff and operations.
• Event Hosting Philosophy: Explore why Lisa and her team focus on events and their unique approach to hosting weddings and retreats.
• Slow and Steady Growth: Learn the importance of slowly growing a hospitality business and listening to client feedback.
• Post-COVID Changes: Find out how the event world has changed post-COVID and how Cedar Lakes Estate has adapted.
• Creating a Fun Environment: Learn about the importance of fun as a core value at Cedar Lakes Estate and how it contributes to their success.

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In this episode, Dino Michael, Hilton's Global Category Head of Luxury Brands, shares insights into how Hilton balances technology and human interaction to elevate the guest experience.

Listen now to learn about:

• How Hilton collects and uses guest preferences to personalize stays.
• Strategies for achieving excellence at scale across multiple luxury brands.
• The importance of taking team members on a journey to ensure they feel connected and empowered in their roles.
• The importance of reading guest cues to provide a seamless experience.
• The role of emotional cues, sensory elements, and behavior of team members in amplifying the guest experience.
• Hilton’s approach to innovation, including technology such as digital keys.
• The parallels between luxury hospitality and other luxury verticals, and how these insights can be applied across the industry.

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In this episode, Dino Michael, Global Category Head of Luxury Brands at Hilton, shares his inspiring journey from being a server at Planet Hollywood to leading iconic luxury brands at Hilton such as

Listen now to learn about:

• The importance of communicating the benefits of a career in hospitality
• Dino's early life and family influences that shaped his career (02:09)
• How working at Planet Hollywood instilled a love for the restaurant business (03:43)
• The diverse career opportunities within the hospitality industry (06:07)
• Advice for those starting their careers in hospitality (08:05)
• Insights on leadership and accessibility from Hilton CEO Chris Nassetta (09:20)
• The significance of culture and family within Hilton (11:37)
• Dino's personal journey and its potential to inspire others (14:22)

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In this episode, Reg Smith, part of a family that has defined the hospitality experience in northern Michigan through their hotels and restaurants, shares the story of his family's legacy and the lessons they've learned in stewarding it while staying personally engaged in the work of hospitality.

• The origins of Stafford's Bay View Inn and the early days of the family business (01:13)
• What a Chautauqua community is and its significance in northern Michigan (02:45)
• The story of how Reg's parents met and started their journey in the hospitality industry (05:45)
• Reg's earliest memories of growing up in the hospitality business and the family involvement (12:09)
• Lessons learned from his parents about service and running a dining room (15:52)
• The challenges and rewards of working in hospitality, especially during holidays (20:03)
• The importance of community involvement and the impact of their business on downtown Petoskey (44:05)
• The role of family in the business and how Reg's children are involved (34:45)
• The cultural and operational lessons Reg learned from working outside northern Michigan (25:00)
• The significance of hiring and training staff with a natural inclination for service (28:51)
• The inclusive nature of northern Michigan hospitality and its impact on guests from all walks of life (48:43)

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In this episode, Sean Tribull, Practice Lead for Leisure and Hospitality at Venari Partners, shares his journey in hospitality, insights on leadership, and effective strategies for recruiting and retaining top executive talent.

• Sean's Career Journey in Hospitality (02:02) - Learn about Sean's international background and his early career experiences, including his apprenticeship at Brenner's Park-Hotel & Spa in Germany and his education at Les Roches in Switzerland.
• The Importance of Operations in Hospitality (09:49) - Discover why operations are fundamental to the hospitality industry and how they serve as the visible part of the guest experience.
• Effective Leadership in Hospitality (11:11) - Hear about the leadership qualities that make a significant impact, including a story about Frank Malmbach, a leader who balanced decision-making with personal engagement with staff.
• Trends and Challenges in Hiring Executive Talent (15:08) - Understand the current trends in hiring within the hospitality industry, the importance of cognitive diversity, and the common biases that affect hiring decisions.
• Building a Compelling Employer Brand (22:32) - Learn how to make your organization attractive to top talent by being true to your company values and ensuring a positive hiring experience.
• Retaining Top Talent (33:02) - Explore strategies for retaining top talent, including living up to promises made during the hiring process and providing growth opportunities.
• Advice for Aspiring Hospitality Leaders (38:01) - Get practical tips for hospitality leaders looking to advance their careers, including the importance of building both internal and external networks.
• Effective Collaboration with Executive Search Firms (48:25) - Find out how to work effectively with executive search firms to ensure a productive and successful hiring process.

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In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share insights into what they call their "Golden Profiles" and how it enables their hotels to operate with excellence.

• Understanding the "Golden Profile" - Learn what this is and how it helps Dorchester Collection cater to each guest's individuality and needs.
• Technology as an Enabler - Discover how Helen and Eugenio view technology as a tool to enhance the guest experience.
• Structuring for Seamless Service - Find out how Dorchester Collection restructured its front office teams into guest experience teams to ensure a seamless stay for guests.
• The Role of Researchers - Learn how this new role was created to better understand and cater to guests' needs.
• Real-life Example of Personalized Service - Hear a real-life example of how personalized service is delivered.
• Meeting Emotional Needs - Learn about the importance of addressing guests' emotional needs and reducing stress through personalized service.
• Vision and Strategy - Explore how the vision and strategy of Dorchester Collection drives the company's use of technology.

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In this episode, Dorchester Collection joint CEOs Helen Smith and Eugenio Pirri share heartwarming stories that illustrate the power of exceptional hospitality and how it can elevate guest experiences.

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In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their unique approach to balancing the individuality of legendary properties with building a cohesive family of brands.

• The concept of the "Golden Thread": Learn how Dorchester Collection maintains the unique identities of its properties while creating a unified brand experience.
• Guest-centric approach: Discover the importance of putting the guest at the center of everything they do and how it shapes their service.
• Working with an anthropologist: Understand how hiring an anthropologist helped Dorchester Collection identify the emotional needs of travelers and improve guest and employee engagement.
• Building brand confidence: Hear about the shift towards making guests feel comfortable without over-marketing and how it enhances the guest experience.
• Balancing operational excellence with local nuances: Explore how Dorchester Collection introduces standards while catering to the unique aspects of each property.
• Brand school: Learn about the Dorchester Collection brand school initiative and its impact on employee retention and engagement.
• Defining and living the company culture: Get insights into how Dorchester Collection defines its culture through values and the decisions employees make daily.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their experiences and insights on co-leading a luxury hotel management company.

• The benefits of joint leadership (01:18) - Helen and Eugenio discuss how sharing the CEO role alleviates pressure and allows for idea exchange and mutual support.
• Clear division of responsibilities (03:10) - They explain how they divided their roles based on their strengths, with Helen focusing on sales, marketing, and brand vision, and Eugenio on people, culture, and operations.
• Maintaining a productive working relationship (04:17) - The co-CEOs talk about their strategies for effective communication, including regular visits to hotels, daily interactions, and monthly calls with general managers.
• Recent achievements and projects (06:41) - Helen and Eugenio highlight their seamless transition into the co-CEO roles and their pride in opening The Lana in Dubai, the first purpose-built hotel by Dorchester Collection.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, David Jurcak, President of the iconic Grand Hotel on Michigan's Mackinac Island, shares insights into leadership, hospitality, and creating transformational guest experiences:

• The unique environment of Mackinac Island and its impact on guest experience (01:28)
• Creating transformational summertime experiences at the Grand Hotel (01:56)
• Daily traditions and rituals that enhance the guest experience (04:31)
• The role of dress codes and timeless hospitality (06:48)
• The importance of personal connections in exceeding guest expectations (08:30)
• The significance of long-term staff and their impact on guest loyalty (11:03)
• The career development opportunities at Grand Hotel (13:43)
• Effective mentorship and its role in hospitality (17:30)
• Fostering a sense of community among a diverse staff (19:05)
• Training and service expectations for delivering personalized service (21:31)
• Maintaining passion and enthusiasm among staff (26:07)
• Future plans and restorations at the Grand Hotel (29:19)

This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Richard "Ric" Lee, the concierge at the Intercontinental Mark Hopkins in San Francisco, shares his career journey in hospitality and what he's learned about providing hospitality with excellence.

• Early Career and Introduction to Hospitality (01:18) - Learn about Ric's start in the hospitality industry, influenced by his mother, and his early roles at the Fairmont Hotel.
• Transition to Concierge and Mentorship (03:06) - Discover how Ric transitioned to the role of concierge and the mentorship he received from Thomas Wolfe.
• The Role and Skills of a Concierge (10:27) - Understand the key skills and attributes that make an effective concierge, including the importance of listening, knowledge, and passion.
• The Importance of Local Knowledge and Adaptability (16:24) - Hear about the significance of local knowledge and how Richard adapts to new locations and hotels.
• Advice for Aspiring Hospitality Professionals (17:51) - Get valuable advice for those new to the hospitality industry, emphasizing the importance of kindness, research, and staying current.
• Why Visit San Francisco and the Intercontinental Mark Hopkins (19:39) - Learn about the unique charm of San Francisco's neighborhoods and why the Intercontinental Mark Hopkins is a great place to stay.
• Personal Connection to the Hotel and Future Plans (22:32) - Ric shares his personal connection to the Intercontinental Mark Hopkins and his plans for the future, including writing a book about his life in hospitality.

This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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This is part of our series on SingleThread. Listen to episode 1 here and episode 2 here.
In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey of building a renowned farm, restaurant, and inn, and discuss their philosophy on hospitality, innovation, and community stewardship.

• Staying motivated and inspired - Discover how Katina and Kyle stay energized and motivated even after achieving the highest levels of success.
• The importance of community and collaboration - Understand how their work impacts the Healdsburg community and the importance of collaboration over competition.
• Mentorship and stewardship - Hear about the core lessons they instill in their team members and the significance of mentorship and stewardship in their business.
• Sustainable farming practices - Gain insights into their no-till farming practices and the importance of understanding and appreciating where food comes from.
• Balancing work and personal life - Learn how Katina and Kyle maintain their passion and avoid burnout by integrating their work with their personal lives and finding joy in daily activities.
• Creating a holistic guest experience - Explore why they chose to create an inn and how it helps them provide a deeper, more immersive experience for their guests.
• Inclusive hospitality - Discover their approach to hospitality, where guests feel like they are staying with friends rather than being nickel-and-dimed.

This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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This is part of our series on SingleThread. Listen to episode 1 here.
In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their unique perspectives on hospitality, which have led to their recognition as one of the best in the business.

• The Power of Place: Katina discusses how Healdsburg shapes their work and the importance of human connections in their community. [01:32]
• Culinary Innovation: Kyle reflects on his experiences in Los Angeles, Japan, and the UK and how these shaped his approach to innovation in the culinary world. [03:03]
• The Role of Storytelling : Kyle explains how the narrative and storytelling aspects of dining have evolved and become integral to the guest experience. [04:35]
• The Connection Between Farming and Fine Dining: Katina and Kyle talk about the relationship between their farm and kitchen and how it influences their culinary creations. [08:09]
• The Evolution of Fine Dining: Kyle discusses the shift from luxury ingredients to a focus on authenticity, seasonality, and locality in fine dining. [11:12]
• Building the SingleThread Farm: Katina shares the origins of their farm, the influence of Japanese agricultural techniques, and the importance of community among farmers. [16:02]
• Daily Operations and Technology: The Connaughtons describe how they use technology to maintain a strong connection between the farm and the kitchen. [20:24]
• Guest Experience and Education: Kyle shares how they educate guests about the farm-to-table process and create a unique dining experience that tells the story of the day. [24:27]

This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey and insights that have shaped them into award-winning hospitality leaders. Listen now to learn about:

• Early Influences and Background (2:20) - Katina and Kyle discuss their early experiences with hospitality, including family influences and their time in Japan.
• The Role of Community and Subcultures (6:08) - They explore how the punk rock, skateboarding, and snowboarding scenes have influenced their approach to hospitality and community building.
• Challenges and Rewards of Moving to Japan (10:22) - The Connaughtons talk about their decision to move to Japan, the challenges they faced, and how they immersed themselves in the culture.
• Integrating into the Farming Community (15:55) - Katina shares her experience of integrating into the farming community in Japan and how it shaped her understanding of seasonality and food systems.
• The Concept of SingleThread (17:04) - They discuss the meaning behind the name SingleThread and how their diverse life experiences have come together to create a unique hospitality experience.
• Finding Purpose and Passion (21:00) - Katina reflects on how various life changes and intersections have led her to devote her energy to the land and create a meaningful food system.

This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this special sponsored episode, Dax Cross, CEO of Revenue Analytics, shares insights into the evolution of revenue management in hospitality.

• [00:22] - Dax's background and the origins of Revenue Analytics.
• [03:21] - Overview of Revenue Analytics.
• [04:14] - The benefits of cross-pollination of ideas from different industries.
• [05:57] - The transition from a consulting company to a software as a service (SaaS) company.
• [07:35] - The size and scope of Revenue Analytics' business in hospitality.
• [09:01] - Trends in revenue management today.
• [11:20] - The shift towards "above-property" revenue management.
• [14:12] - The importance of thinking at a higher level for commercial strategy and how technology can enable this shift.
• [17:04] - Challenges in managing data and the importance of synthesizing information for better decision-making.
• [21:00] - Insights from enterprise companies that can be applied to midsize hotel groups.
• [25:06] - A case study of a midsize hotel group that successfully transitioned to a more automated revenue management system.
• [27:57] - The importance of building trust in technology and the role of transparency in system recommendations.
• [30:14] - Advice for overwhelmed revenue managers on how to move towards a more strategic approach.
• [32:29] - Resources and next steps for listeners interested in learning more.

Resources:

• Learn more about N2Pricing RMS
• Free guide: Experience a day in the life with N2Pricing™ RMS
• See more resources from Revenue Analytics

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In this episode, Kristie Goshow, Chief Commercial Officer at KSL Resorts, shares insights on the evolving role of the Chief Commercial Officer in the hospitality industry and how a holistic approach can drive innovation, revenue, and guest satisfaction. Listen now to learn about:

• The rise of the Chief Commercial Officer in hospitality - Understand the importance of a holistic view combining sales, marketing, and revenue.
• The power of partnerships and collaborations - Learn how collaborations with brands can enhance guest experiences and create new revenue streams.
• Innovative examples of brand partnerships - Discover real-world examples like the Wonka Room experience and Barbie suites that illustrate successful brand collaborations.
• Financial contributions and revenue opportunities from partnerships - Explore how hospitality brands can benefit financially from partnerships and sponsorships.
• Holistic business thinking in the role of Chief Commercial Officer - Gain insights into how a Chief Commercial Officer can create new demand and revenue streams.
• Utilizing technology to enhance guest experiences - Learn about the use of mobile technology and AI to engage guests and create meaningful experiences.
• Addressing societal issues like loneliness through hospitality - Understand how the hospitality industry can play a role in combating loneliness and promoting wellness.
• The definition of hospitality and its impact on guests, employees, and communities - Hear Kristie's perspective on what hospitality means and its significance for guests, employees, and the community.
• Making lives better through hospitality - Discover the internal motto "MLB - Make Lives Better" and how it drives the actions and attitudes of hospitality staff.

This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Ed Skapinok, Chief Commercial Officer at Appellation, shares insights on building a brand new technology infrastructure for a luxury hotel brand from scratch. Listen now to learn about:

• The importance of starting technology projects with the right questions.
• The benefits of having a blank slate to work with and how this approach can be applied to any organization.
• The staggering number of business functions and technology pieces in a typical luxury hotel and how Appellation reduced this complexity.
• The process of evaluating and selecting technology partners, including the importance of having a consultant with relevant industry experience.
• How Appellation's brand strategy of personalization informs their technology choices and guest experience.
• Integrating all inventory (rooms, dining, spa, experiences) into a single system to improve guest and employee interactions.
• The challenges and solutions in encouraging staff to use technology seamlessly to enhance guest experience.
• The potential for technology systems to make intuitive business decisions based on comprehensive customer data.
• The importance of building a strong technology foundation to leverage AI and machine learning effectively.

If you liked this episode, you may enjoy:

• Culinary-Forward Luxury Hospitality
• Tech, Talent & Strategy: What One of Hospitality's Hottest New Companies Is Doing Now to Innovate
• Is Success in Hospitality Really All About Operations?
• ....or these other episodes on technology

This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Shelly Brown, an author, speaker, and former hotelier, shares insights on the importance of belonging in hospitality and how leaders can foster a culture of inclusion and safety.

• Introduction to the concept of belonging in hospitality - Understanding the fundamental need for belonging in hospitality and the importance of belonging for hospitality providers, teams, and guests.
• Details about Shelly Brown's event - Information about the Belonging Equation event on Monday, June 24th, 2024 in Charlotte, North Carolina (Click here to register)
• The Belonging Equation explained - The formula, and the significance of safety in terms of diverse elements like sexual orientation, skin color, abilities, and neurodiversity.
• The role of leaders in fostering belonging - How leaders can create an environment that supports belonging, and the impact of personal biases and judgments on fostering a sense of belonging.
• Practical advice for leaders and individuals - Encouragement to ditch the "should show" and align actions with personal and organizational values.
• Action items for you today

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on HITEC and the Commercial Strategy Conference coming up this week and discusses the importance of integrating marketing technology in the hospitality industry.

• Dorothy's perspective on the events - the importance of HSMAI as a community for professional growth, and the benefits of the overlap between HITEC and the Commercial Strategy Conference.
• Key themes and topics for 2024 - the commercial framework encompassing sales, marketing, distribution, and loyalty.
• Specific sessions and areas of interest - the importance of understanding FinTech and loyalty convergence, sessions on AI, search evolution, and sales discipline changes.
• Challenges and opportunities in thte sales space - The convergence of B2C and B2B expectations and the need to modernize legacy systems to meet new demands.
• Details on Dorothy's session at the event - an overview of the panel discussion on Tuesday discussing the HSMAI State of Talent Report

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on staying curious, continuous learning, and career development in the hospitality industry, including:

• The notion of a "curiosity quotient" and its importance
• Balancing day-to-day responsibilities with personal growth
• The importance of networking and industry engagement
• Investing time in volunteer work and peer mentorship
• Making deliberate career decisions and avoiding future regrets

If you liked this, you might enjoy our other episode with Dorothy - My Journey Learning and Leading Global Hospitality Businesses - or our other career episodes.

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In this episode, Philip Bates, CEO of TMC Hospitality, shares his journey in creating purpose-built brands that cater to evolving traveler preferences and the importance of blending technology with a personal touch in hospitality.

• Formative Travel Experiences (01:07) - Philip recounts his first international trip to Prague and how it shaped his perspective on travel and hospitality.
• Defining Great Hospitality (03:29) - Insights into what makes hospitality exceptional, including a recent experience in Costa Rica.
• Career Transition to Hospitality (05:34) - Philip discusses his move from private equity and venture capital to the hospitality industry and the entrepreneurial spirit that drove this change.
• Understanding The Motivations of Investors (07:15) - The importance of understanding the motivations of investment capital and how it impacts business decisions in hospitality.
• TMC Hospitality's Vision (09:18) - An overview of TMC Hospitality and the evolving travel and hospitality landscape.
• Creating Drift and Bode Brands (14:42) - How TMC Hospitality's brands, Drift and Bode, are designed to meet modern traveler expectations with a focus on design, food, and personalized experiences.
• Balancing Technology and Personal Touch (31:07) - The role of technology in enhancing guest experiences while maintaining a personal touch in hospitality.
• Hiring for Hospitality (35:00) - The qualities TMC Hospitality looks for in their staff to ensure exceptional guest experiences.

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In this episode, Greg Cook, General Manager of The Ritz-Carlton, Amelia Island, shares insights on empowering teams and delivering extraordinary service in luxury hospitality.

• Early Influences in Hospitality (01:40) - Greg discusses his early experiences that sparked his interest in hospitality, including his father's international travels and his first job as a bellman.
• Leadership and Team Management (04:06) - Learn about Greg's leadership style and the importance of creating a supportive and empowering environment for team members.
• The Importance of Lineups (06:05) - Greg explains the concept of daily lineups, their evolution, and their role in maintaining high standards and communication within the team.
• Creating Wow Stories (08:23) - Discover the significance of storytelling in hospitality and hear a recent example of a "Wow Story" that exemplifies Ritz-Carlton's culture.
• Building a Winning Culture (11:45) - Greg delves into the elements that contribute to a strong organizational culture, including the importance of hiring the right people and fostering a competitive spirit.
• Effective Training Methods (15:13) - Insights into the training processes at Ritz-Carlton, including the role of audits and the importance of follow-up to ensure lasting impact.
• Prioritization and Focus (19:58) - Greg shares his approach to prioritizing tasks and initiatives, emphasizing the importance of focusing on key areas that drive results.
• The Five F's of Leadership (22:42) - Learn about Greg's five F's framework for leadership: Fair, Firm, Friendly, Fun, and Forward Motion, and how they guide his management style.
• Activating the Hotel (27:36) - Explore the various initiatives Greg has implemented to activate the hotel, including culinary events, wellness programs, and entertainment.
• Community Engagement (35:07) - Understand the importance of community engagement and how The Ritz-Carlton, Amelia Island contributes to local causes and events.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode, originally recorded in January 2024, Kari Anna Fiskvik, SVP of Technology at Strawberry, shares her insights on selecting and implementing technology in the hospitality industry.

• Buy vs. Build Philosophy (01:39) - Understand Kari Anna's approach to deciding whether to buy existing technology or build custom solutions in-house.
• Evaluating Technology Vendors (02:59) - Discover the criteria and processes used to evaluate and select technology vendors, including the importance of partnerships and innovation.
• Change Management (07:00) - Gain insights into effective change management strategies to ensure successful technology implementation and adoption.
• Real-World Implementation (09:49) - Hear about practical examples and experiences in rolling out new technology, such as point-of-sales solutions in restaurants, and the importance of understanding the end-user's perspective.

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In this episode, Curtis Crimmins, founder and CEO of Roomza, shares his inspiring journey of creating an innovative hotel brand that prioritizes the well-being of frontline workers and guests alike. Listen now to learn about:

• Background and Early Memories of Hospitality (01:10) - Curtis discusses his upbringing and how his mother's work as a hotel housekeeper influenced his view of hospitality.
• The Philosophy Behind Roomza (05:07) - Curtis explains his belief that hospitality should be a feeling and how Roomza aims to create personalized experiences for guests.
• Challenges and Discrimination in the Hospitality Industry (06:02) - Curtis shares personal experiences of discrimination and how they motivated him to create a more inclusive hotel brand.
• The Origin Story of Roomza (10:26) - Learn about the inception of Roomza during the pandemic and the challenges Curtis and his co-founder faced in starting the company.
• Innovative Business Model: Hotel Within a Hotel (21:09) - Curtis explains the "hotel within a hotel" concept and how it allows Roomza to offer personalized experiences at a lower cost.
• Personalization and Guest Experience (23:41) - Discover how Roomza uses personalization to enhance guest experiences and encourage direct bookings.
• The Role of Hosts and Company Culture (31:01) - Curtis discusses the importance of dignifying titles and creating a positive culture for employees, who are all referred to as "hosts."
• Scaling the Business and Maintaining Culture (33:56) - Insights into how Roomza is scaling its operations while maintaining its unique culture and values.
• Final Thoughts and Call to Action (40:36) - Curtis shares his vision for the future of hospitality and encourages listeners to take action in their own organizations.

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In this episode, Dorothy Dowling, Managing Director of Horwath HTL and special advisor to the HSMAI Foundation Board, shares insights from the HSMAI Foundation's third annual State of Talent Report, focusing on talent recruitment, retention, and engagement in the hospitality industry. Listen now to learn about:

• Introduction to the State of Talent Report (00:00) - Overview of the report and its significance in the hospitality industry.
• Differences in the 2024 Report (02:11) - How the 2024 report differs from previous years and the focus on practical applications and case studies.
• Challenges in Talent Recruitment and Retention (05:09) - Key challenges observed in the hospitality industry regarding talent acquisition and retention.
• The Concept of Wisdom Workers (05:21) - Explanation of the term "wisdom workers" and its relevance in a multi-generational workforce.
• Impact of AI and Technology on Talent (10:04) - Discussion on how AI and technology are transforming the hospitality industry and the importance of upskilling.
• Best Practices for Upskilling and Reskilling (11:52) - Examples of leading companies' strategies for upskilling and reskilling their workforce.
• Importance of Employee Engagement (14:29) - How dynamic platforms and regular feedback can optimize the employee experience.
• Visibility Challenges in Remote and Hybrid Work (15:35) - Concerns about visibility for underrepresented groups in remote and hybrid work environments and strategies to address them.

If you enjoyed this, you may also enjoy:

• My Journey Learning and Leading Global Hospitality Businesses - Dorothy Dowling
• What Hospitality Providers Need To Know About Media Now - Dorothy Dowling
• Challenges and Opportunities with Hotel Brands Today: What I Saw As CMO of Best Western With 18 Brands - Dorothy Dowling
• How HSMAI Helps Hotel Sales, Marketing & Revenue Commercial Leaders - Bob Gilbert, HSMAI
• How to Lead Multi-Generational Hospitality Teams Well - Bob Gilbert, HSMAI

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In this episode, Sloan Dean, CEO of Remington Hospitality, shares his insights on effective communication, team building, and fostering a positive company culture. Listen now to learn about:

• Welcoming New Team Members - Discover how Sloan personally welcomes new employees, setting a positive tone from day one.
• Perspective on the Next Generation - Understand Sloan's views on the younger workforce and how he believes older leaders can better communicate with them.
• Effective Communication Strategies - Learn about Sloan's methods for engaging with his team, including learning about behavioral psychology, listening to podcasts, and conducting coffee sessions.
• Feedback and Improvement - Find out how Sloan solicits feedback from employees and uses it to make meaningful changes, such as improving maternity and paternity leave policies.
• Creating an Open Dialogue - Explore Sloan's techniques for encouraging open communication, including sharing personal experiences and making himself approachable.
• "Oversharing" for Transparency - Learn why Sloan believes in "oversharing" non-confidential information to build trust and reduce anxiety among team members.

Want more? Listen to our other episodes with Sloan here now.

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In this episode, Hospitality Daily host Josiah Mackenzie is interviewed by Denny Corby on Private Club Radio about what he's seen it takes to succeed in hospitality today.

Follow Private Club Radio on Apple Podcasts, Spotify, YouTube and LinkedIn.

If you enjoyed this episode, you may also enjoy:

• The Real Scoop Behind Hospitality Daily - Josiah Mackenzie x Zach Busekrus
• Top Hospitality Trends and Opportunities To Watch (US & Europe) - Josiah Mackenzie with Florian Montag (SMACK Podcast)

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In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares his insights on the importance of creating a positive work environment in the hospitality industry and the impact it can have on both employees and the industry as a whole. Listen now to hear his thoughts on:

• The mission to improve the hospitality industry
• Creating a world of abundance
• Combating toxic work cultures
• The enduring appeal of the hospitality industry
• The irreplaceable value of human connection

If you enjoyed this, listen to the rest of our mini-series with Steve:

• Say Grace: How Sobriety Saved My Life (And How I'm Helping Others)
• How "Transformational Hospitality" Changed My Life (And Can Change Your Business)
• Culture As A Business Model: How We Turn Employee Satisfaction into Profits
• How We Build a Culture of Mentorship

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In this episode, Ben Powers, CEO of Visiting Media, shares a masterclass on how to sell effectively today with immersive technology and multi-sensory experiences.

• Ben Powers' Journey (01:39): Discover Ben's background as a serial entrepreneur and how he transitioned from being a wedding photographer to the CEO of Visiting Media.
• What Visiting Media Does (04:52): Understand how Visiting Media helps hoteliers with immersive technology and multi-sensory experiences to boost sales.
• Importance of Sales in Hospitality (07:56): Explore why sales are crucial in the hospitality industry and how effective selling can drive revenue and enhance customer experiences.
• Challenges in Hospitality Sales (12:08): Identify common barriers that hold people back from selling effectively and how to overcome them.
• Speed and Multi-Sensory Experiences (14:11): Learn about the importance of speed in sales and how multi-sensory experiences can enhance the selling process.
• Distribution Innovations (20:57): Dive into the exciting innovations in distribution that Visiting Media is working on to streamline and enhance the sales process.
• Use Cases and Client Examples (24:57): Hear about different implementations of Visiting Media's technology across various hospitality contexts.
• Data-Driven Insights (31:16): Discover surprising data points that have emerged from using immersive technology in sales and how they can drive better outcomes.
• Practical Steps for Listeners (36:19): Get actionable advice on how to level up your sales program using technology and process improvements.
• Evaluating Technology (40:19): Learn key questions to ask when evaluating new technology to ensure it simplifies and enhances your sales efforts.

Resources:

• Visiting Media website
• Case studies and testimonials
• Why work with Visiting Media
• Beyond the Booking podcast

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In this episode, Brock Taylor, General Manager at Cameo Beverly Hills, shares insights into the sales role in hospitality and its critical importance to the success of a hotel.

• Understanding the Sales Role in Hospitality (01:33) - why sales matters in a hotel setting.
• Misconceptions About Sales in Hospitality (02:54) - including the idea that sales is only about direct selling and the importance of being hospitable and understanding guests' needs.
• Day in the Life of a Sales Professional (03:57) - overview of what a typical day might look like for a sales professional in hospitality, including the different segments they might focus on and the key traits needed for success.
• Importance of Listening and Understanding Guests (06:00) - the importance of being a good listener to understand and meet the complex needs of guests, especially for event organizers and larger groups.
• Current Opportunities at Cameo Beverly Hills (06:55) - current job openings on the sales team at Cameo Beverly Hills and the qualities they are looking for in new team members.

See career opportunities at Cameo Beverly Hills here.

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In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares his insights on the importance of mentorship in building a powerful organizational culture.

Listen now to learn about:

• Steve Palmer's Approach to Mentorship (01:00) - his views on the responsibility and privilege of mentoring, and how mentorship can turn a job into a lifelong, satisfying career in hospitality.
• Creating Roadmaps for Growth (01:47) - the benefits of a growing company and the opportunities it creates for employees, and examples of career progression within the Indigo Road Hospitality Group.
• Mentorship Programs at Indigo Road (02:10) - details on the mentorship program for new leaders,and the importance of keeping employees inspired and aligned with core values.
• Promoting from Within (02:58) - the strategy of promoting from within to sustain and nurture company culture, and the advantages of moving experienced employees to new locations for better success rates.
• Real-life Examples of Promotion and Growth (03:46) - specific examples of employees being promoted and relocated to new cities, and the excitement and growth opportunities for young, ambitious employees.

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In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares insights on building and maintaining a great organizational culture that drives business success.

• Understanding Culture as a Business Model (01:21) - Steve explains how culture can be a dynamic and profitable business model, moving beyond superficial perks to create a meaningful work environment.
• Evaluating Organizational Culture (04:04) - Learn about the methods Indigo Road Hospitality Group uses to assess their culture, including anonymous employee satisfaction surveys and real-time observations.
• Internal Hospitality and Employee Engagement (06:57) - Discover the concept of internal hospitality and how creating a positive work environment can lead to better customer experiences.
• Practical Initiatives for a Positive Culture (08:04) - Steve discusses various initiatives like family meals, home loan programs, and free mental health support that contribute to a supportive and engaging workplace.
• Leadership and Vulnerability (11:09) - Understand the importance of authentic leadership, admitting mistakes, and fostering a culture where employees feel safe and valued.

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In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares how hospitality transformed his life and the principles that guide his company today.

Listen now to learn about:

• Steve's Early Experience with Hospitality (01:43) - the profound advice from his mentor, Chris Goss, that shaped his view on hospitality.
• The True Meaning of Hospitality (00:02:52) - Steve's light bulb moment about the true meaning of hospitality and how it differs from mere service.
• The Power of Belonging (03:33) - how being part of a family-like team in the hospitality industry gave Steve a sense of belonging and confidence.
• A Recent Example of Exceptional Hospitality (05:07) - hear the heartwarming story of personalized hospitality Steve experienced at the Montage Los Cabos.
• The Philosophy of "To Serve is to Love" (08:38) - the inspiration behind Indigo Road's motto and how it reflects its approach to guest service and employee culture.
• The Timelessness of Hospitality (11:00) - why Steve believes the human experience of being served will always be valued, despite technological advancements.
• Vision for Indigo Road Hospitality Group (12:47) - the organic growth strategy of Indigo Road and the importance of maintaining a consistent level of hospitality across diverse concepts.

Learn more about Steve's book, Say Grace: How the Restaurant Industry Saved My Life.

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In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares his inspiring journey to sobriety and how it has influenced his approach to developing a supportive culture within his company.

What You'll Learn:

• Steve Palmer's Personal Journey to Sobriety (01:17) - his early struggles with addiction and the pivotal moment that led him to choose rehab over losing his job.
• Challenges of Sobriety in the Hospitality Industry (02:10) - the difficulties of maintaining sobriety in an industry where alcohol and drug use are prevalent and how he overcame these challenges.
• Impact of Sobriety on Career and Company Culture (03:24) - how Steve's sobriety journey led to the creation and success of the Indigo Road Hospitality Group and how it has shaped the company's culture.
• The Founding of Ben's Friends (05:00) - the story behind Ben's Friends, a support group for hospitality professionals struggling with addiction, and its growth into a nationwide initiative.
• The Importance of Mental Health Awareness (06:17) - the need for mental health awareness in the hospitality industry and shares how his company supports its employees' well-being.

Learn more about Steve's book, Say Grace: How the Restaurant Industry Saved My Life.

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This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, we're joined by Jen Worthington, co-founder of Play Social. Jen shares her incredible journey from being a film producer to opening the highest-grossing bar per square foot in the country, and now creating unique, playful experiences at the Luxor Hotel and Casino in Las Vegas.

What You'll Learn in This Episode:

• Jen's Background and Career Transition (01:19) - how Jen transitioned from a successful film producer to a hospitality entrepreneur.
• Opening the Coyote Ugly Bar (02:01) - the challenges and successes Jen faced when opening the Coyote Ugly bar on the Las Vegas Strip.
• Surprises in the Hospitality Industry (03:25)
• Hear Jen discuss what surprised her about the hospitality industry and how it differs from the entertainment sector.
• The Concept of PlaySocial (05:03) - the mission behind PlaySocial and the creation of Play Playground at the Luxor Hotel and Casino.
• Importance of Play (07:41) - why play matters, especially in a post-COVID world, and how it can combat loneliness and foster community.
• Challenges in Building Play Playground (14:11) - the complex and challenging process of building Play Playground at the Luxor.
• Customer Reactions and Success Metrics (17:06) - how Play Playground measures success through customer reactions, social media, and the importance of laughter and high fives.
• Future Expansion Plans (20:19) - PlaySocial's plans for expanding Play Playground to other locations, both domestically and internationally.

Tune in to hear Jen's fascinating story and get inspired by her innovative approach to creating memorable experiences in hospitality. For more information, visit playplayground.com or reach out to Jen directly at jen@playplayground.com.

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This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, Kate Gagliardi, Complex Executive Chef for the Asbury Collection, shares her unique journey from finance to culinary leadership and offers insights on what it takes to create a positive work environment.

You'll learn about:

• Kate's Career Journey (00:42) - Hear about Kate's transition from finance to becoming an executive chef.
• Creating a Positive Work Culture (01:03) - Learn how Kate encourages her teams to be creative, bold, and take care of themselves.
• Differences Between Restaurant and Hotel Culinary Operations (03:19) - Discover the unique challenges and exciting aspects of running a culinary operation in a hotel setting.
• Work Culture in Kitchens (04:07) - Gain insights into the demanding work culture in kitchens and how it can be improved.
• Influential Mentors and Leadership Styles (05:18) - Learn about the mentors who shaped Kate's leadership style and her approach to managing her team.
• Menu Development and Team Collaboration (07:35) - Understand how Kate collaborates with her team on menu development and encourages creativity.
• Staffing Challenges in Hospitality (15:37) - Explore the staffing challenges in the hospitality industry, especially post-pandemic, and how to address them.
• Misconceptions About the Culinary Industry (17:18) - Correct common misconceptions about working in the culinary industry and highlight its rewarding aspects.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, Josiah Mackenzie shares his thoughts and reflections on the 2024 NYU International Hospitality Industry Investment Conference, covering:

• The Importance of Capital in Hospitality (0:43) - why staying close to the world of owners and investors is crucial for operational success.
• Current State of the Lodging Economy (1:15) - an overview of the U.S. lodging and travel economy, including STR's downgraded outlook and the split impact on different chain scales.
• Geopolitical Risks and Recession Fears (2:07) - top concerns for CEOs and leaders in the industry, based on Ernst & Young's market research.
• Operational Innovation from Smaller Margins (3:01) - how pressure from owners and investors can lead to reimagining business and operating models.
• The Role of Technology and Gen AI (4:06) - how new technologies like Gen AI can help rethink operational models and improve margins.
• Expanding Hospitality Beyond Hotels (4:48) - the potential of applying hospitality principles to other types of real estate and mixed-use developments.
• Building a Strong Customer Base (5:10) - the importance of providing a differentiated experience and cultivating loyal customers, supported by technology and first-party data.
• Opportunities in Group Business (6:13) - the emerging demand for group business, especially among small and medium enterprises, and how to cater to this segment.
• AI in Hospitality (8:09) - the various applications of AI in hospitality, from revenue management to personalized training, and the realistic expectations of its impact.
• Personal Performance Evaluation Using AI (11:10) - how AI can be used as a tool for personal and professional development, acting as a coach or advisor to improve effectiveness.

Resources:

• How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships (Research from Sojern)
• How We Build Strong Brands - Chris Silcock, Hilton

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This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, we're joined by Remington Hospitality CEO Sloan Dean, who shares what he sees as the danger of private equity in the hospitality business today.

You'll learn about:

• The Role of Private Equity (PE) in Hospitality: Understand the dynamics of PE ownership in hospitality operating platforms and why it often leads to overvaluation - and undervaluation - in critical areas.
• Challenges of Scaling: Discover why scaling beyond a certain number of hotels can lead to diminishing returns and how the relationship-oriented nature of the business complicates large-scale operations.
• Public vs. Private Valuation: Learn about the pitfalls of attempting to arbitrage between private and public valuations, and why the dream of going public often remains unfulfilled.
• Impact of High Interest Rates: Explore how high interest rates and leveraged buyouts are affecting operating platforms, leading to cost-cutting measures that can degrade service quality.
• The Importance of "Smart Growth": Hear why organic, steady growth is more sustainable than rapid expansion, and how PE's aggressive strategies have led to value destruction in many cases.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, we're joined by Remington Hospitality CEO Sloan Dean, who shares his experience and insights on what it takes to successfully transition into managing a new hotel, and ensure both the staff and the property thrive under new leadership.

Listen now to learn about:

• The Importance of Associates: Discover why the associates are the first priority in any hotel takeover and how to manage their fears and expectations during the transition.
• Effective Communication: Learn about the significance of town halls, rallies, and direct communication from leadership to calm fears and build excitement among the teams.
• Leadership Selection: Understand the process of evaluating and selecting the right general manager who aligns with the needs of both your organization and the owner.
• Iterative Training Approach: Hear about Remington's unique approach to training and integrating new team members.
• Recruitment Strategies: Gain insights into how being a high-energy, pro-associate employer helps in recruiting the best talent in the industry.

If you liked this episode, you may like this other one with Sloan:
Being The "Chief Recruiting Officer"

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, Sarah Gulla and Justin Epps from the Hospitality Asset Managers Association join us to discuss into the role of hotel asset managers in the hospitality ecosystem - and the results of a recent industry outlook survey they conducted.

What You'll Learn:

• Role of Hotel Asset Managers: Understand the pivotal role hotel asset managers play in influencing behaviors, managing managers, and setting strategic directions for hotel investments.
• Hospitality Asset Managers Association: Discover the Hospitality Asset Managers Association's mission and activities, including its membership criteria, educational resources, and networking opportunities.
• Industry Outlook: Get insights from the association's latest industry outlook report, including current trends, economic conditions, and performance metrics within the hospitality sector.
• Challenges and Solutions: Learn about the challenges hotel asset managers face, such as rising expenses and labor costs, and explore potential solutions including technology adoption and best practices sharing.
• Networking and Collaboration: Hear about the importance of networking and collaboration within the industry to share best practices and find innovative solutions to common problems.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, we're joined by Remington Hospitality CEO Sloan Dean, who shares his observations on trends in the market today. You'll learn about:

• What's Happening in Hospitality Today: Understand the current state of the hospitality market, including domestic and international travel trends.
• Consumer Behavior: Learn how the pandemic has fundamentally changed consumer behavior, drawing parallels to the Great Depression's impact on spending habits.
• Group and Business Travel: Discover why group demand is outperforming and how business transient travel is recovering.
• Labor Market: Get insights into the labor market, including wage growth trends and the impact of automation on hospitality jobs.
• Future Outlook: Hear Sloan's outlook for the industry, including the potential for AI and automation to improve productivity.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, Sloan Dean, CEO of Remington Hospitality, joins us to share his insights on staying energized and motivated as a leader. Sloan discusses the importance of self-care and how it impacts leadership effectiveness in hospitality.

Listen now to learn about:

• Self-Care for Leaders: Learn why you can't give what you don't have and how taking care of yourself is crucial for taking care of your team and guests.
• Personality Insights: Discover how Sloan's ENTJ personality type and being a double extrovert help him thrive in his role.
• Balancing Personal and Professional Life: Hear about Sloan's personal life setup, including shared custody of his kids and a supportive spouse, which allows him to manage his demanding job.
• Healthspan Focus: Understand the concept of healthspan and how Sloan incorporates practices like sleep tracking, regular workouts, and contrast therapy to maintain his energy levels.
• Stress Management: Gain insights into how Sloan manages stress by being internally driven and not comparing himself to others.
• Criticism and Feedback: Learn why it's important to consider the source of criticism and focus on being better than you were yesterday.

Whether you're a CEO or a bellman, this episode offers valuable lessons on self-care, leadership, and personal growth.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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What does it take to not only spot an opportunity but to act on it so your hospitality business thrives? In this episode, we learn how that's done by exploring the expansion of Remington Hospitality under the leadership of CEO Sloan Dean. Discover how Sloan and his team identified a significant opportunity in the Caribbean and Latin American markets and executed a successful expansion there in record time.

Listen now to learn about:

• Identifying Market Gaps: Learn how Remington Hospitality spotted a unique opportunity in the Caribbean and Latin American markets by recognizing the limited options for hotel owners.
• Strategic Resource Allocation: Understand the importance of dedicating full-time resources and leveraging local expertise to ensure successful market entry.
• Cultural and Linguistic Adaptation: Discover why having team members fluent in Spanish and familiar with local customs was crucial for Remington's success.
• Establishing a Local Presence: Find out why Remington chose to set up an office in Miami.
• Building Strong Partnerships: Hear about the importance of forming local partnerships, including legal and taxation counsel, and collaborating with equity partners.
• Employee Engagement and Morale: Explore how expanding into new markets can create exciting career opportunities and boost morale within an organization.
• Long-Term Vision: Understand the willingness to invest and potentially incur short-term losses for long-term gains, drawing parallels with Amazon's strategy.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, we are joined by Jeff Wielgopolan, Service Director at Meadowood Napa Valley. Discover how this extraordinary property became one of only 11 hotels in the United States to receive Michelin's Three Key distinction for exceptional hospitality.

What You'll Learn:

• First Impressions Matter: Learn how Meadowood designs its arrival experience to set the stage for an unforgettable stay.
• Feedback is Gold: Understand the importance of collecting and responding to guest feedback to constantly improve the guest experience.
• Long-Term Vision: Gain insights into the long-term thinking that goes into creating a timeless and elegant hospitality experience.
• Personalized Service: Hear about the meticulous attention to detail that makes guests feel uniquely valued and remembered.
• Operational Excellence: Discover the behind-the-scenes efforts that make seamless and magical guest experiences possible.

Join us as we explore the elements that make Meadowood Napa Valley a standout in the hospitality industry and get inspired by what excellence looks like.

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This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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Today, McKinsey & Company published an insightful, research-driven report on the state of tourism and hospitality. In this episode, we'll learn about the trends, market changes, and opportunities you need to know as a hospitality provider from Jasperina de Vries, one of the authors of this report.

To learn more, join the McKinsey Live event on this June 13th: Faces, places, and trends: The state of tourism & hospitality

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, we're learning from Jeff Wielgopolan, a hospitality expert who has led learning and training for Forbes Travel Guide and is currently responsible for creating and maintaining the guest experience at Meadowood Napa Valley. Jeff shares his insights on what it takes to provide world-class hospitality and the importance of attention to detail.

Listeners will learn about:

• World-Class Hospitality: Learn the secrets behind providing exceptional service that makes guests feel special and valued.
• Training and Development: Discover how to train staff to think and act like luxury guests, even if they have never experienced luxury themselves.
• The Power of Language: Understand the impact of using the right words and greetings to create a positive guest experience.
• Anticipatory Service: Find out how to anticipate guest needs and make their experience effortless and memorable.
• Attention to Detail: Hear a humbling story that underscores the importance of paying attention to every detail, no matter how small.
• "Plus One" Philosophy: Learn how adding one extra element to your service can make a significant difference.
• Growth That Affects All Areas of Life: Explore how skills learned in hospitality can be applied to your personal life, making you a better friend, partner, and neighbor.

Join us as we delve into the nuances of luxury hospitality and discover actionable tips that you can implement in your own work and life. Whether you're a seasoned professional or new to the industry, this episode offers valuable insights that will elevate your approach to hospitality.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, we are joined by Dipesh Gupta, a hotel owner and operator at Shashi Group who has integrated cutting-edge technology into the guest experience, creating a truly personalized and innovative stay. (Which was profiled in a recent article from the Wall Street Journal, "Make Yourself at Home in the Hotel of the Future.")

What You'll Learn:

• Lessons from His Career Journey: Discover how Dipesh went from an engineer in financial services and AI to a successful hotel investor and operator in Silicon Valley.
• Technology and Disruption: Understand why the hospitality industry is ripe for disruption and how technology can bridge the gap between current offerings and customer expectations.
• Customer-Centric Innovation: Explore how focusing on the customer can lead to significant innovations, from digital keys to hyper-personalized guest experiences.
• AI in Hospitality: Get insights into how AI can empower hotel staff to offer meaningful, personalized interactions with guests.
• "Living Room in a Box" Concept: Hear Dipesh's vision of bringing your living room to your hotel room, complete with personalized settings for temperature, lighting, and entertainment.
• Future Trends: Hear predictions about the future of the hospitality industry, including the role of technology, sustainability, and multi-dimensional lifestyle offerings.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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Greg Früchtenicht is the Chief Operating Officer at Saira Hospitality, and in this episode, he shares what he's learned about evaluating culture in hospitality organizations - and the big problem automation poses in the hiring process.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode we meet Joan Hull and John Phillips, the proprietors of The Parsonage, a charming urban inn located in the heart of San Francisco. This conversation is a treat as Joan and John share their journey of transforming a historic 1883 Victorian house into a beloved landmark.

Listen now to learn about:

• The Essence of Hospitality: Discover how Joan and John embody the spirit of warm, gracious hosts and what it means to provide hospitality not just as a business, but as a way of life.
• Creating a Unique Guest Experience: Learn about the importance of empathy in innkeeping, the significance of a round breakfast table, and how to make guests feel pampered and at ease.
• Balancing Privacy and Openness: Understand the delicate balance of maintaining privacy while being open and welcoming to guests in a shared living space.
• The Power of Personal Touch: Hear stories of how personalized hospitality can change guests' perceptions and create memorable experiences.
• Running a Bed and Breakfast: Gain insights into the practical aspects of running a small inn, from cooking breakfast to cleaning bathrooms, and the importance of enjoying the work you do.
• Community and Civility: Reflect on the importance of civility, respect, and active participation in your neighborhood to create a better community.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, we're learning from Szilvia Olah, an expert in employee experience design, the founder of The Strengths Company, a former leader at Accor and Jumeirah Group, and the author ofThe Blind Leading the Disengaged.

You'll learn about:

• Employee Experience Design: Discover how to design and deliver exceptional employee experiences using principles from guest experience design.
• Onboarding Best Practices: Learn the importance of a well-thought-out onboarding process and how to customize it to meet the needs of different employees.
• Daily Employee Engagement: Understand how to create a motivating environment and manage performance through daily actions rather than the typical annual reviews.
• Exit Strategies: Explore fair and thoughtful ways to handle employee exits, including the innovative idea of post-departure check-ins and exit interviews.
• Using Feedback: Find out how to gather and use employee feedback effectively to improve your organization's processes and reputation.

Whether you're a hospitality leader or just someone interested in organizational psychology, this episode is packed with valuable insights you won't want to miss.

You may also enjoy:

• Our previous conversation: Overcoming Talent Blindness and Living as a Recruiter
• More episodes on people

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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In this episode, we're joined by Tommy Ostrom, Chief of Staff, and Stephan Bogardus, Corporate Director of Culinary Operations at Graduate Hotels, to discuss their collaboration with the LeBron James Family Foundation in Akron, Ohio.

Listeners will learn about:

• The inception and development of the House 330 training camp program.
• How Graduate Hotels and the LeBron James Family Foundation aligned their missions to create impactful community initiatives.
• The structure and curriculum of the seven-day intensive hospitality training program.
• The challenges and successes of training individuals in both front-of-house and back-of-house roles.
• The importance of empathy, compassion, and emotional intelligence in hospitality.
• Real-life success stories of program participants who have thrived in their new roles.
• Insights into the broader implications of hospitality skills in addressing societal issues like mental health and loneliness.

Tune in to discover how hospitality can be a powerful tool for community building and personal growth, and get inspired by the incredible work being done by Graduate Hotels and the LeBron James Family Foundation.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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The American Hotel and Lodging Association supports hospitality providers in so many ways from education to policy work. In this episode, Kevin Carey, AHLA’s interim president & CEO, joins us to talk about two core areas they're focused on now:

1. Green Key Global: sustainability certification to help hoteliers cater to the quickly growing number of travelers (and businesses) that prioritize this
2. The Hospitality Show: to connect industry participants and help everyone do well together

Also, be sure to check out new research they've commissioned about travel trends for this summer.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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How do you stand out in a world full of technology, endless content, and busy schedules? Hospitality is key, especially through events. Events offer a big opportunity for every hospitality provider.

In this episode, we're learning from Gianna Gaudini, a top event producer and strategist. She’ll share her journey in the events industry, the opportunities events bring, and how hoteliers can work effectively with event planners.

See Giana's book: The Art of Event Planning: Pro Tips from an Industry Insider

Chapters:
1:12: Gianna’s career journey in events
9:47: Why events are so important now
12:47: Important elements of powerful events
15:49: How hoteliers can be good hosts
19:46: Pro tips on being an effective events professional
23:34: Prioritizing investments to be a compelling host venue
26:22: Touchpoints that matter most

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This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine. Previously, Andy Chabot explained how they've achieved this, and then how they hire and train their teams. In this episode, Andy shares how they gather and incorporate feedback from both staff and guests to constantly improve.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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This sponsored episode from Hireology is a masterclass on hiring from Adam Robinson, CEO of Hireology, who shares his extensive knowledge on hiring great people faster in hospitality.

Listeners will learn:

• Market Insights: Understand the market trends affecting hiring in hospitality, including demographic shifts and the increasing demand for flexible work arrangements.
• How to Create Effective Job Descriptions: Learn how to craft compelling job descriptions that highlight flexibility, career growth, and culture to attract quality candidates.
• The Role of Employee Referrals: Understand why employee referrals are a top source for quality hires and how to effectively implement a referral program.
• The Importance of Speed in Hiring: Discover why responding quickly to applications can significantly increase your chances of securing top talent.
• How Technology Can Streamline Hiring: Hear how technology can automate and enhance various stages of the hiring process, making it more efficient and less time-consuming.

This episode will give you actionable strategies and insights to build a winning team and turn your hiring process into a competitive edge in today's challenging market. Whether you manage one hotel or hundreds, these tips are invaluable for anyone looking to improve their recruiting and hiring approach.

Resources:

• Video: How to Attract Gen Z Hospitality Employees
• Guide: Employer Branding Brilliance: Essential Strategies for Hotels
• Learn more about Hireology
• Get a product tour of Hireology

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine. In our last episode, Andy Chabot explained how they've achieved this. In this episode, Andy shares their approach to hiring, training, and developing their people.

Listen now to learn about:

• Recruiting The Right People: Explore how Blackberry Farm "casts a wide net" to engage potential employees and how it assesses cultural fit quickly and effectively.
• Hiring and Training: Discover how Blackberry Farm prioritizes hiring good, genuine people and trains them to excel, regardless of their previous experience.
• Career Development: Learn about the tiered training program that allows employees to progress at their own pace, fostering personal and professional growth.
• Employee Engagement Strategies: Understand the changes implemented in 2009 that shifted the focus towards engaging their people and how they encourage both vertical and lateral movements within the company.

Whether you're a seasoned professional or new to the industry, this episode offers valuable lessons on creating a thriving workplace culture and delivering exceptional service.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine, and in this episode - the first in an exclusive miniseries on this renowned Relais & Chateaux hotel in Tennessee - we're learning from Andy Chabot, who rose from a server at the property to its SVP of Food and Beverage.

What You'll Learn:

• The Art of Hospitality: Understand what makes Blackberry Farm a standout destination in America and how Southern hospitality is woven into its fabric.
• Culinary Excellence: Learn about the farm's ingredient-forward approach, how it emphasizes local produce, and the unique structure of having multiple executive chefs to diversify the culinary experience.
• Innovative Beverage Programs: Explore how Blackberry Farm caters to its guests' sophisticated palates with a diverse and deep beverage selection.
• Cultural and Community Engagement: Gain insight into how Blackberry Farm interacts with both the local and broader food and beverage community.
• Leadership and Culture: Hear from Andy about his leadership style and the organizational culture at Blackberry Farm, focusing on long-term, generational decision-making.
• Balance and Burnout Prevention: Learn how Andy and his teams manage work-life balance and prevent burnout in what could be a high-pressure environment.

Tune in to be inspired, informed, and invigorated by the magic of hospitality at Blackberry Farm.

If you enjoyed this, you may also enjoy part 1 and part 2 of Andy's interview with The Grape Nation.

Thoughts, questions, suggestions? Send me a text message

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

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Join us as we celebrate International Human Resources Day today by learning from Pablo Brizi, the Chief Human Resources Officer at Hilton Grand Vacations. Recently recognized as one of the best workplaces in America, Hilton Grand Vacations is at the forefront of creating exceptional workplace cultures.

In this episode, Pablo shares his unique career journey from Argentina to the hospitality industry in the United States and how he stewards a workplace culture that values each team member.

Listeners will learn about:

• Pablo's Career Journey: From aspirations in finance to becoming a leader in human resources, Pablo discusses his transition and the cultural adjustments in moving to the U.S.
• The Importance of Workplace Happiness: Explore why creating a happy workplace is more crucial than ever and how it contributes to overall business success.
• Tangible Benefits and Emotional Connections: Learn about Hilton Grand Vacations' strategies for ensuring team members' engagement and support, including innovative benefits and community involvement initiatives.
• Defining and Measuring Culture: Insights into how Hilton Grand Vacations defines and maintains its strong company culture.
• Integrating Culture in Mergers: Pablo provides valuable advice on managing company culture during mergers and acquisitions, a critical aspect for maintaining identity and morale during these significant organizational changes.

This episode is a must-listen for anyone interested in human resources, corporate culture, and leadership within the hospitality industry. Tune in to better understand what makes a top workplace tick and how to apply these lessons to your business or career path.

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Today we're joined by Manny Yekutiel, the owner of Manny's, a cafe and civic event space in San Francisco's Mission District.

In This Episode, You Will Learn:

• The Concept Behind Manny's: Discover how Manny's serves as a multifunctional space combining a cafe, bookstore, restaurant, and a hub for political and civic engagement.
• Community Building: Learn about the strategies Manny employs to create a welcoming and inclusive environment that acts as a living room for the neighborhood.
• Event Programming: Gain insights into how Manny curates diverse programming that caters to various interests, ensuring there's something for everyone.
• Civic Engagement Initiatives: Explore Manny's efforts beyond the cafe, including the Civic Joy Fund and Downtown First Thursdays, which aim to revitalize and add vibrancy to San Francisco's streets.
• Business Philosophy: Understand the role of small businesses in community building and how Manny's approach can inspire others.

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Karen Whitt is Vice-President Sales and Marketing at The Hartling Group, and in this episode, shares the ways her company is contributing to the community in Turks and Caicos through their mentoring programs aimed at empowering local youth.

Listeners will learn about:

• The Hartling Group's Community Initiatives: Discover how the company integrates community service into their corporate philosophy, focusing on mentoring and motivating young individuals.
• Empowerment Programs: Karen explains the structure and goals of these separate sessions, which are designed to instill confidence and provide a pathway to success in hospitality and beyond.
• Engagement Beyond Hospitality: Learn how the company uses unique interests like car racing to teach valuable life skills and foster engagement.
• Impact Stories: Hear about the tangible outcomes of these programs, including a success story of a student who received a scholarship to attend university.

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In this episode, Sabrina Cendral, a hospitality advisor and the former Chief Marketing, Strategy, and Digital Experience Officer for YPO, shares her experience with mentorship and bringing leaders together to support each other.

Listen to our other episodes with Sabrina:

• Trapeze Talks: My Club Med Journey (With Insights For You)
• The Power of All-Inclusive Hospitality
• Marketing Reveals The Big Opportunity for Elevating The Hotel Guest Experience

Thoughts, questions, suggestions? Send me a text message

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In this episode, we learn from Marc Lores Panades, VP of Food & Beverage at Aethos Hotels. Listen to learn:

• The wellness program Marc uses to stay at peak performance
• The role of mentorship in professional development
• Techniques for creating memorable guest experiences
• How to develop innovative F&B concepts
• Balancing traditional hospitality with modern trends
• The importance of building strong relationships with local suppliers
• Ways to engage with and support the local community
• Strategies for minimizing food waste and promoting sustainability
• The value of continuous staff training and development
• Best practices for operational efficiency and staff communication

Resources:

• Subscribe to Marc's newsletter here
• See my interview with Aethos founder and CEO Benjamin Habbel here

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In this episode, we dive deep into guest satisfaction in today's landscape and how it's changing with Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the American Customer Satisfaction Index.

Listeners will learn about:

• The latest findings from the American Customer Satisfaction Index (ACSI®) Travel Study 2023-2024.
• How the lodging industry has rebounded post-pandemic, with specific examples from leading brands like Hilton and Marriott.
• The impact of staffing levels, operational changes, and customer service improvements on guest satisfaction.
• The role of technology in enhancing the guest experience, balanced with the irreplaceable value of human interaction.
• Evolving guest expectations and how they are shaping the services provided by the hospitality industry.
• The diverging experiences and satisfaction levels of business versus leisure travelers.
• The emergence of Airbnb and its influence on the lodging business.

This episode is packed with actionable advice for lodging operators on improving guest satisfaction and building long-term loyalty. Whether you're an industry vet or new to the field, this discussion will give you insights to anticipate changes and innovate effectively in your hospitality business.

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In this episode, Sabrina Cendral, a hospitality advisor, strategist, and former Senior Vice President of Marketing and Sales for Club Med in North America, challenges the notion that operations is the only important aspect of delivering a great guest experience and emphasizes the holistic nature of guest engagement.

Listeners will learn:

• The Importance of Comprehensive Guest Engagement: Understand why engaging guests before, during, and after their stay is crucial for creating memorable experiences.
• Insights from Club Med's Strategy: Sabrina shares how Club Med engages with guests at every stage of their journey, from the anticipation phase to post-stay, and how these strategies can be applied across the hospitality industry.
• Collaboration Between Marketing and Operations: Discover the benefits of integrating marketing insights with operational execution to enhance guest satisfaction.
• Experience Design and Innovation: Learn about the role of experience design in meeting and exceeding guest expectations, and how innovation can be sparked by understanding guest motivations and industry trends.
• The Role of Data in Personalizing Experiences: Explore how data from guest interactions can be used to tailor experiences and make guests feel truly special.

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Sabrina Cendral is a hospitality advisor and strategist and the former senior vice president of marketing and sales for Club Med North America. In this episode, you'll discover the unique aspects that make all-inclusive resorts a preferred choice for guests seeking a hassle-free vacation experience. Sabrina shares her extensive knowledge of the operational complexities, the innovative strategies for enhancing guest experiences, and the profitability of the all-inclusive business model.

Listeners will learn:

• The Guest Perspective: Understand why all-inclusive resorts resonate with guests, emphasizing freedom and the opportunity to try new activities without additional costs.
• Business Insights: Explore why major hotel brands are increasingly investing in the all-inclusive segment and how they integrate these properties into their broader business strategies.
• Operational Challenges: Gain insights into the specific challenges of running all-inclusive resorts, from managing food and beverage operations to providing family-oriented services and sports activities.
• Innovative Revenue Strategies: Learn about the potential for generating ancillary revenue within an all-inclusive framework through upselling and offering enhanced experiences.
• Future Opportunities: Sabrina discusses how all-inclusive resorts can adopt best practices from other sectors, such as cruise lines and airlines, to further enhance guest satisfaction and profitability.

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Sabrina Cendral is a hospitality advisor and strategist and in this episode, shares her extensive experience with Club Med, where she ended up becoming the Senior Vice President of Marketing and Sales for the company's North American operations.

Listeners will learn:

• The Benefits of All-Inclusive Hospitality: Discover how all-inclusive resorts like Club Med enhance the guest experience and provide significant benefits to team members.
• Personal and Professional Growth Through Travel: Sabrina discusses how early travel experiences shaped her career and leadership in hospitality, emphasizing the role of diverse cultural interactions in personal development.
• Career Development in Hospitality: Explore how all-inclusive resorts serve as a dynamic platform for career growth, offering employees opportunities to work in various roles and locations worldwide.
• Operational Insights: Gain insights into the operational complexities and the magic behind creating memorable guest experiences in all-inclusive settings.
• Cultural and Social Dynamics: Learn about the unique social and cultural interactions facilitated by Club Med's global staff and diverse guest mix, enhancing the overall travel experience.

Also see: Why Childhood Travel Makes Better Leaders (Forbes)

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Great hospitality leaders are always recruiting to hire the best people for their teams. In this episode, you'll join me as I visit a hospitality career fair in San Francisco - and hear from some of these hiring managers about what they are seeing and hearing and how they are making the case for working in the hospitality industry.

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Brett Deas is a Partner at The Hideaways and has accomplished so much in so little time that I wanted to bring him on today to talk about everything from his journey from learning about investment to investing himself to what he's seeing in the hospitality market.

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Hilton’s 2024 Trends Report found the No. 1 reason people of all generations want to travel this year is to rest and recharge. In this episode, Amanda Al-Masri, Global VP of Wellness at Hilton, shares how they are innovating to provide exceptional sleep experiences and an array of wellness offerings across the company's brands.

Listen now to learn about:

• The Evolution of Wellness in Hospitality: Learn about the journey from fitness to spa and wellness in the hospitality sector and how Hilton integrates wellness into every aspect of its offerings.
• Sleep as a Foundation of Wellness: Explore why sleep is crucial not just for individual health but also as a core offering in hospitality. Amanda discusses Hilton's strategies for ensuring guests have the best possible sleep experience.
• Misconceptions About Sleep: Uncover common myths about sleep and practical advice for travelers to manage sleep disruptions effectively.
• Innovative Partnerships and Initiatives: Hear about Hilton's collaborations with brands like Peloton and the introduction of wellness-focused room features across various properties.
• The Future of Wellness at Hilton: Gain insights into the company's upcoming projects and how they plan to integrate wellness deeply into their guest experiences, including details on the new sleep retreats.

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In this episode, Roman Pedan, the Founder and CEO of Kasa, shares the power of experiencing your hospitality services from a guest's perspective. Roman tells the story of staying at various Kasa properties and how this led to changes and improved guest satisfaction.

Listeners will learn about:

• The Importance of Personal Experience: Learn why Roman believes in being a guest in his hotels and how this practice helps him identify and address subtle issues that might otherwise go unnoticed.
• Impactful Changes: Discover the changes Roman and his teams implemented that resulted in a 20% improvement in guest satisfaction scores, demonstrating the impact of operating this way.
• Data-Driven Decisions: Understand how Kasa uses data to enhance guest experiences, particularly around the challenges and solutions related to early check-ins.
• Operational Adjustments: Roman discusses the operational tweaks and strategic decisions made to accommodate early check-in requests, which significantly increased approval rates and positively impacted guest reviews.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

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In this episode, Roman Pedan, the Founder and CEO of Kasa, explains how they optimize housekeeping across their portfolio of over 85+ properties.

Listeners will learn about:

• Cost-Cutting Strategies: How Kasa is reducing expenses in housekeeping without compromising on quality.
• Technology Integration: Explore the 'Uber for housekeeping' model that includes scheduling, checklists, and feedback loops to maintain high standards.
• Quality Assurance: The unique offsite QA process using photos and how it helps maintain consistency across properties.
• Employee Incentivization: Understand how Kasa assigns scores to housekeepers and uses this to incentivize top performers.
• Leadership and Culture: Gain insights into the importance of leadership participation in ground-level operations and how competitions and team activities help build empathy and team spirit.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

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In this episode, Roman Pedan, the Founder and CEO of Kasa, explains the strategies that have allowed their hospitality business to thrive in challenging markets environments. Listeners will gain valuable insights into how Kasa has structured its operations to maintain high guest satisfaction while significantly reducing operational costs.

What You Will Learn:

• Efficient Business Structures: Discover how Kasa has structured its company to optimize efficiency and thrive in tough markets or economic environments.
• Cost Reduction Strategies: Learn about the specific methods Kasa uses to reduce fixed costs and overall operational expenses, particularly in cities with challenging regulatory landscapes and high costs.
• Technology Integration: Explore how Kasa uses technology to streamline operations, from automating certain tasks to centralizing functions like revenue management and accounting.
• Guest Satisfaction: Understand how Kasa maintains top guest satisfaction ratings and earns positive reviews despite a lighter service model.

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In this episode, Roman Pedan, the Founder and CEO of Kasa, explains how the company uses cutting-edge artificial intelligence (AI) technology to improve the guest experience and drive operational efficiency.

Listeners will learn:

• Operational Transformation: Understand the specific AI tools Kasa employs, including large language models, to streamline operations, from categorizing guest inquiries to prioritizing urgent requests.
• Guest Experience Enhancement: Explore how AI contributes to improving the guest experience by providing quick and accurate responses to inquiries, improving overall satisfaction.
• Behind-the-Scenes Insights: Gain insights into the challenges and successes of implementing AI in hospitality, including the importance of digital communication and structured data.
• Future of AI in Hospitality: Roman shares his vision for the future of AI in hospitality, focusing on proactive guest service and personalized experiences.

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Roman Pedan is the Founder & CEO of Kasa, and in this episode shares how they challenge commonly accepted trends - including in hotel technology - to prioritize guest experience and operational efficiency.

Listeners will learn:

• The Role of Property Management: Understand the responsibilities of managing diverse properties and how to maximize profitability for property owners while enhancing guest satisfaction.
• Balancing Technology and Guest Experience: Explore Kasa's strategic decision-making process in utilizing technology not as an end but as a means to solve real problems for guests and property owners.
• Innovative Communication Solutions: Learn about Kasa's unique approach to guest communication through a web app and text messaging, avoiding the need for traditional apps, which can create barriers for first-time guests.
• Building Long-Term Guest Relationships: Gain insights into how maintaining a consistent communication channel across all properties can foster familiarity and build lasting relationships with guests.

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In this episode, Roman Pedan, the Founder & CEO of Kasa, explains how they are reshaping the hospitality landscape through an innovative approach to hotel management and operations.

You will learn:

• The Genesis of Kasa: Hear from Roman about the market gaps and consumer dissatisfaction that led to the founding of Kasa. Understand the dual challenges of consumer expectations and operational inefficiencies that Kasa aims to address.
• The Business Model: Explore Kasa's unique operational strategies to achieve impressive gross operating profit margins even in challenging markets like San Francisco and New York City. Learn about their approach to using technology and streamlined processes to enhance profitability and guest experience.
• Impact on Local Communities: Roman discusses how Kasa's properties integrate into and enhance neighborhoods, turning them into vibrant hubs for guests and locals alike. Understand Kasa's mission to be a beloved brand not just by guests and property owners but also by the local communities.
• Partnerships and Growth: Gain insights into how Kasa collaborates with major players like Airbnb, large institutions, and individual property owners to expand their footprint and redefine hospitality standards.
• Challenges and Solutions in Property Transition: Learn from Kasa's experience taking over properties, the potential pitfalls, and their optimized process that ensures smooth transitions and continued operations without disruptions.
• Future of Hospitality: Roman shares his vision for the future of Kasa and the broader hospitality industry, emphasizing the importance of adaptability, guest-centric experiences, and sustainable growth.

Whether you're a hotel owner, operator, or real estate developer, this episode offers valuable perspectives on the future of hospitality and how operations can be reinvented. Tune in to get inspired and learn how Kasa is setting new standards in hospitality today.

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Roman Pedan is the Founder & CEO of Kasa, one of the fastest-growing hotel operators in the industry. In an earlier conversation with Brandon Sedloff at Juniper Square, Roman shared his insights on the real estate opportunity he sees. In this episode, he shares the influences and mentors who have shaped his vision of hospitality.

Listeners will gain a unique perspective on:

• Being a "Hall of Fame Host": Learn what it takes to elevate guest experiences beyond the ordinary, inspired by hospitality veterans like Chip Conley and Danny Meyer.
• Integrating High Tech with High Service: Discover how Kasa uses technology to enhance guest service, ensuring a seamless and personalized experience across their properties.
• Guest Experience and Service Innovation: Roman discusses how Kasa addresses the basic and emotional needs of guests, setting new standards in hospitality.

Join us on YouTube: Watch Roman give a tour of the Hotel Castro in San Francisco

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Ryan Mann is a Partner at McKinsey & Company. In this episode, he shares his personal journey and professional insights that are shaping the industry.

Listeners will learn:

• Ryan's Personal Inspiration: Discover how Ryan's love for hospitality was sparked by his grandmother's generosity and warmth, teaching him the importance of caring for others.
• Professional Journey: Gain insights into Ryan's role at McKinsey where he leads the hospitality sector in North America, working with a diverse range of clients to achieve their ambitious goals.
• Industry Trends and Changes: Ryan discusses the significant shifts in guest expectations and travel behaviors observed over the past few years, emphasizing the importance of delivering exceptional experiences.
• Future of Hospitality: Explore Ryan's exciting vision for the industry, where he anticipates hospitality extending its influence into new domains such as residential living, experience platforms, and even healthcare.
• Leadership and Innovation: Learn about the current mindset of industry leaders who are thinking bigger and bolder, driven by the renewed recognition of travel and hospitality's crucial role in global delight and connection.

If you liked this, listen to our other episode: How The World's Best Hotels Deliver Exceptional Service

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Join us on this heartwarming episode of Hospitality Daily as we explore how Hotel Nikko San Francisco has redefined pet-friendly accommodations. Host Josiah McKenzie talks with Anna Marie Presutti about the innovative and compassionate initiatives that set Hotel Nikko apart. Listeners will learn about the hotel's unique amenities tailored for dogs and their owners, including custom dog beds, bowls, treats, and a specially designed dog run with breathtaking city views.

Discover how Hotel Nikko's partnership with Muttville, a senior dog rescue, not only enhances the guest experience but also significantly contributes to the community by supporting elderly dogs. Hear touching stories of the hotel's plush toys initiative, where proceeds help fund animal rescue efforts and their involvement in local charity events with figures like Buster Posey.

This episode is a must-listen for anyone interested in how creativity and compassion can transform a business model and make luxury accessible and enjoyable for pet lovers. Whether you're a hospitality professional or a pet enthusiast, you'll find inspiring insights on integrating philanthropy with business to create unforgettable experiences.

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Greg Früchtenicht is the Chief Operating Officer at Saira Hospitality, and in this episode, he shares the origin and implementation of a transformative program with St. Giles Hotels in London that not only provides shelter to people experiencing homelessness but also empowers them with crucial hospitality career skills that create opportunities for them.

You may also enjoy:

• From Mother Teresa to Creating Opportunities Through Hospitality - Harsha L'Acqua, Saira Hospitality
• Transforming Hospitality Education to Break Down Barriers and Create Opportunities - Harsha L'Acqua, Saira Hospitality
• Working With The LeBron James Family Foundation and Saira Hospitality to Empower Communities - Kevin Osterhaus, Graduate Hotels

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Ryan Mann is a Partner at McKinsey & Company and shares insights from their latest research article, "How the world’s best hotels deliver exceptional customer experience."Listento this episode to learn how to cultivate a culture of excellence, misconceptions about technology, how to reinvent your hospitality business - and much more.

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Anna Marie Presutti, Vice President and General Manager of Hotel Nikko San Francisco, and David Arraya, a seasoned general manager with a background in managing hotels across continents, discuss the intricacies of navigating, managing, and leading within diverse cultural environments in the hospitality industry.

Listen now to learn:

• Effective strategies for navigating cultural diversity in hospitality
• The importance of humility and adaptability in leadership
• Practical tips for integrating into new cultural settings

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Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco. In this episode, she shares a Japanese concept and approach to hospitality that her teams have embraced and live out each day that's caused their hotel to be a guest favorite (it's a TripAdvisor Traveler's Choice award winner, among other accolades). Stay tuned to hear what this is - and how you can use it to delight your teams and guests alike.

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Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco, and in this episode explains a misconception she used to have about what the role of a hotel general manager entailed - and how the opportunity may be bigger than you think.

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Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco, and in this episode shares advice she received early in her career that has served her well and how she leads the culture she does at her hotel.

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Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco. She's also the Board Chair and Chair of the Executive Committee at San Francisco Travel. In this episode, you'll hear why she serves in this capacity and how her own experience has been running one of San Francisco's best hotels. Regardless of where you're based, there are lessons for you here on what it takes to be a voice of leadership and change for your city or destination.

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Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco. She has been recognized as one of the most influential leaders in the hospitality industry and has been on the San Francisco Business Times' "The Most Influential Women in the Bay Area" for nine consecutive times - among other accolades. We will be learning a lot about leadership, culture, and hospitality from Anna Marie this week, but in this episode, I want you to hear her story of how she got started in hospitality and the lessons she learned working at Disney.

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I'm planning to make two changes to this podcast moving forward and would love your feedback:

• Email me: josiah@ [hospitalitydaily]
• Leave me a message here on the podcast website (hit the microphone button in the bottom right to leave me a voicemail)

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This episode is going to be quite different than most - you're going to be joining me on a little road trip with James Lemon, who started in hospitality at a small bed & breakfast in England and then went on to eventually work in strategy and innovation at IHG before building a hospitality mentorship community and then today leading travel and hospitality for Stripe. (See our other episode: Making payments more hospitable)

In this episode, you'll hear us cover a wide range of topics, including:

• The formative experiences of growing up in the hospitality industry and how they can shape career paths.
• The transition from finance to strategy and the importance of asking the right questions to drive innovation.
• The challenges and strategies behind implementing a major technology initiative (free Wi-Fi) across a major hotel chain, with lessons in change management and owner relations.
• The value of piloting new technologies in hotels and how to gain traction with innovative projects.
• The importance of continuous learning and networking for hospitality leaders and how to effectively engage with tech vendors.
• The characteristics of successful hotel innovators and the impact of execution on career and business growth.

Whether you're a hospitality veteran or new to the industry, this episode offers a wealth of knowledge and inspiration to help you navigate the complexities of innovation and service in the travel and hospitality sector. Get ready to hit the road with us and dive into the world of hospitality innovation with Josiah and James!

Timestamps:
00:01:05 - James's Background in Hospitality
00:02:31 - Early Career and Learning Service
00:03:03 - The Value of Experience Outside Hospitality
00:04:22 - Transition to IHG and Corporate Strategy
00:05:05 - IHG's Business Model and Brand Strategy
00:06:08 - James's Move to IHG and Role in Strategy
00:07:07 - First Impressions and Challenges at IHG
00:08:01 - Learning Corporate Strategy and Execution
00:09:05 - Mentorship and Growth at IHG
00:13:03 - The Process of Driving Innovation
00:17:06 - Building a Business Case for Hotel Innovations
00:19:02 - Convincing Hotel Owners to Adopt New Technology
00:23:11 - The Importance of Advocates for Owners in Hotel Brands
00:25:48 - The Role of Piloting Technology in Innovation
00:27:17 - The Strategy Behind Attending Hotel Events
00:29:33 - The Importance of Keeping Up with Industry Innovations
00:31:23 - The Role of Mavericks in Hospitality Innovation
00:32:09 - The Impact of Communication and Personal Branding
00:34:39 - Recognizing Genuine Hotel Innovators
00:37:11 - The Value of Case Studies in Hospitality
00:38:14 - Real-World Examples of Hotel Technology Implementation
00:40:20 - Learning from Other Industries vs. Hospitality-Specific Use Cases

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In this episode, you'll hear me talk with Ed Skapinok, Chief Commercial Officer at Appellation, about something that's been on my mind recently: the role of operations in success in hospitality. Listen to me share my thoughts on this, and then get his take - which I found interesting because he doesn't have operations in his job title but cares deeply about building a thriving hospitality business.

More episodes with Ed:

• Culinary-Forward Luxury Hospitality
• Reimagining Hospitality Through Technology
• Tech, Talent & Strategy: What One of Hospitality's Hottest New Companies Is Doing Now to Innovate
• What We've Learned Running Community Programs

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In this episode, we're joined by Bob Gilbert, the President and CEO of HSMAI, who shares his thoughts on one of the key trends covered in HSMAI's 2023 -2024 HSMAI State of Talent Report: leading a multigenerational workforce well.

Listeners will learn about:

• Effective Leadership: Strategies for leading a workforce that includes Baby Boomers, Gen X, Millennials, and Gen Z.
• Leveraging Experience: How to tap into the wisdom and expertise of older workers, particularly those aged 65 and above.
• Generational Differences: Adapting to the unique needs and expectations of different age groups within the hospitality sector.
• Attractive Workplaces: Creating environments that appeal to employees of all ages, with a focus on flexibility and inclusivity.
• Continual Learning: The importance of staying informed and adapting to new trends, such as the gig economy and fractional staffing.
• Practical Advice: Real-world examples and actionable tips for hospitality professionals looking to innovate and improve their talent management strategies.

Tune in to gain valuable perspectives on navigating the challenges of a diverse workforce and foster a culture of growth and learning in your hospitality business.

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Bob Gilbert is the President and CEO of HSMAI, the largest hospitality sales and marketing professional society in the world. In this episode, we explore the evolution of the hospitality industry and the pivotal role of HSMAI in shaping the careers of professionals in this field.

Listeners will learn about:

• HSMAI's Mission: The core objectives of the Hospitality Sales and Marketing Association International and how it has remained a cornerstone for industry professionals.
• Adapting to Change: Learn about the association's ability to stay relevant through decades of industry shifts, from the advent of the internet to the rise of AI.
• Celebrating Milestones: Discover the plans for HSMAI's centennial celebration in 2027 and the initiatives to build for the association's future.
• Global Relevance: Uncover the strategies that keep HSMAI valuable globally amidst rapid changes in the hospitality landscape.
• Volunteer Engagement: Find out how HSMAI leverages volunteer councils and industry engagement to maintain its edge and provide value to its members.
• Rising Leaders Council: Hear about the innovative platform for under-30 professionals to share their unique perspectives and challenges.
• Industry Priorities: Get a rundown of the current hot topics and challenges in sales, marketing, and revenue optimization that are at the top of industry leaders' minds.
• Talent Development: Learn about HSMAI's mission to attract, develop, and engage talent in the hospitality industry and the role of its foundation in this endeavor.
• Success Traits: Identify the key traits and attitudes necessary for thriving in the ever-evolving hospitality industry.
• Commercial Function Evolution: Gain insights into the exciting developments in commercial strategy alignment and the impact of the pandemic on breaking down silos.