Hospitality Daily Podcast: Recent Episodes
Josiah Mackenzie
Open your day to remarkable hospitality. Get inspiration from the best in the business for serving your teams, guests, and communities.
What does AI adoption personally mean for a hospitality technology leader? In this episode, Sage Hospitality CTO Matt Schwartz explains how he is using AI to manage email, meetings, calendar demands, and other work so he can get back time for his company, family, and personal well-being.
Matt also shares how he keeps building AI fluency by learning from peers inside and outside hospitality, following technology companies and industry thinkers, and making continuous learning part of his routine.
Listen to our series with Matt:
- Part 1: The Weekend Class That Changed My Career
- Part 2: How We’re Leading AI Adoption With a Human-First Approach
- Part 3: Our 4-Layer AI Framework: Data, Reporting, Insights, Action
Learn more about the Destination AI Forum in Washington, DC (where Matt will be speaking)
More resources:
- OpenAI Academy
- One Useful Thing — Ethan Mollick
- TLDR technology newsletters
- Destination AI Forum in Washington, DC
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
In this episode, Sage Hospitality CTO Matt Schwartz explains how hospitality leaders can evaluate AI investment by connecting it to expense reductions, revenue, GOP, and NOI.
Listen to our series with Matt:
- Part 1: The Weekend Class That Changed My Career
- Part 2: How We’re Leading AI Adoption With a Human-First Approach
- Part 3: Our 4-Layer AI Framework: Data, Reporting, Insights, Action
Learn more about the Destination AI Forum in Washington, DC (where Matt will be speaking)
More:
- Uber caps employee AI spending after blowing through budget in four months — TechCrunch
- Where AI Actually Pays Off in Hospitality, and What Owners Should Demand — Ben Rafter
- How a Revenue Manager-Turned-CEO Drives Profit as Market Conditions Shift — Ben Campbell
- Destination AI Forum in Washington, DC
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
Every technology partnership is a bet, especially when AI is changing what software can do and which providers may remain relevant. In this episode, Sage Hospitality CTO Matt Schwartz explains how he evaluates hotel technology partners -- and who he chooses to work with.
Listen to the series:
- Part 1: The Weekend Class That Changed My Career
- Part 2: How We’re Leading AI Adoption With a Human-First Approach
- Part 3: Our 4-Layer AI Framework: Data, Reporting, Insights, Action
Learn more:
- The Bitter Lesson versus The Garbage Can — Ethan Mollick
- Sage Hospitality’s CTO on Infusing AI Into the Hotel Tech Stack — Hotel Tech Insider
- How To Get Better Results From Technology — Mark Fancourt
- Destination AI Forum in Washington, DC
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
Sage Hospitality CTO Matt Schwartz shares the four-layer framework guiding the company's AI strategy: data, reporting, insights, and action. He explains why hotel data must be brought together and normalized before AI can produce useful analysis or support operational decisions.
The framework moves from a reliable data foundation toward a future in which AI agents can take action, with the ultimate goal of giving property teams more time with guests and their other associates.
Listen to the series with Matt:
- Episode 1: The Weekend Class That Changed My Career
- Episode 2: How We’re Leading AI Adoption With a Human-First Approach
Learn more:
- Read Ethan Mollick’s essay, The Bitter Lesson versus The Garbage Can
- See how Actabl approaches hotel data normalization
- Learn more about the Destination AI Forum in Washington, DC where Matt is speaking
More on hotel data and AI with Actabl:
- Why Actabl’s Approach to Hotel Data Earned a Patent and Prepares Hotels for AI
- How Hotel Companies Turn AI Into Competitive Advantage
- How Innovative Hotel Companies Are Building Better AI Through Forward-Deployed Engineering
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
Giving people access to AI does not guarantee that they will use it or that your organization will benefit. Sage Hospitality CTO Matt Schwartz explains why he sees AI adoption as a change-management challenge and walks through how he and his team are helping both on-property and home-office leaders build AI fluency.
Matt also shares how Sage measures progress toward its adoption goals, addresses fear and resistance to AI, and focuses its AI initiatives on a human-first goal: helping their people spend less time in front of screens and more time with guests and their teams.
Links:
- Connect with Matt Schwartz on LinkedIn
- Learn more about Sage Hospitality
- Build your AI fluency with OpenAI Academy
- Learn more about ChatGPT Enterprise
- Learn more about the Destination AI Forum in Washington, DC (where Matt will be speaking)
Other episodes you may enjoy:
- AI & Hotel Tech Bets for a People-First Approach with Dina Belon
- Why Hotels Buy Technology but Still Struggle to Get Results with Mark Fancourt
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
Before Matt Schwartz became Chief Technology Officer at Sage Hospitality, a weekend HTML class changed the trajectory of his career. In the first episode of our six-part series with him, Matt shares how that unexpected experience led him from environmental economics into technology and ultimately hospitality technology leadership.
Learn more about the Destination AI Forum in Washington, DC (where Matt will be speaking)
Want more?
- Learn more about Sage Hospitality
- Listen to Matt discuss bringing AI into the hotel technology stack on Hotel Tech Insider [Podcast]
- Podcast episodes with Sage founder Walter Isenberg:
- The Letter That Turned a Young Dishwasher into a Hospitality Leader
- The Dana Crawford Playbook
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
Kevin Masse is the founder and owner of Small State Provisions (IG: @SmallState), a Connecticut bakery and café built around one simple idea: create a place where people want to gather. In this conversation, Kevin shares how a career in marketing, advertising, and food media shaped his approach to hospitality, why thoughtful design and local sourcing matter, and how he's navigating the transition from hands-on baker to visionary leader as the business grows. Listen to hear practical insights on building community, creating memorable guest experiences, and scaling without losing what makes a business special.
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
In this sponsor bonus episode, Joseph McGroarty of Actabl shares what he learned working on site with a hotel company in the Forward Deployed Engineering model. He explains how observation and careful listening revealed the language, workflows, and operating knowledge needed to build AI around how hotel teams work and make decisions.
You'll also hear how Actabl's Altitude product provides verified answers about hotel and portfolio performance, and why co-creation between hotel companies and technology providers helps move AI from a promising product to technology that defends a company's differentiators and drives real value.
You may also enjoy:
- How Hotel Companies Turn AI Into Competitive Advantage - Steven Moore and Joseph Benjamin explain Actabl’s Forward Deployed Engineering model and how hotel companies move from AI experimentation to business outcomes.
- Why Our Approach to Hotel Data Earned a Patent and Prepares Hotels for AI - Joseph McGroarty, Clark Brayton, and Pritesh Patel explain Actabl’s normalized hotel data layer and how AI relies on a strong data foundation.
- AI That Works for Hotel Leaders Is Finally Here - Stephen German shares how Actabl built Altitude to let hotel leaders ask questions about business performance and receive verified answers they can trust.
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
In this episode, Emily Johnson, the Founder and CEO of Elevate Hospitality Collective, brings together Joli Barfield, Corporate Director of Human Resources, and Kristi Ellingsworth, Director of Hospitality, both at Dartcor Enterprises, to explore why great guest experiences begin long before a guest arrives.
Drawing on experience across hotels, restaurants, HR and operations, they explain why employee wellbeing is more than a benefits program. It's a leadership and operational practice that shapes everything that matters in hospitality. You'll hear why so many guest-facing wellness initiatives fall short, how Dartcor is building employee wellbeing into daily operations, and practical ideas leaders can apply through manager development, pre-shift meetings, and simple tools for handling pressure on the ground.
If you're looking to build stronger teams, reduce burnout, and create better guest -- and employee -- experiences, this conversation offers a practical framework for where to start.
Learn more:
- Why the guest experience breaks before reaching the guest, and how to fix it (Emily Johnson in HOTELS Magazine)
- Nervous System Regulation in Hospitality: A Commercial Playbook for Hoteliers
- The Yield of Calm: The ROI of Mental Health in Hospitality
- Elevate Hospitality Collective on Substack
- BLS JOLTS quits rates by industry
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
In this episode, Christina Poon, the General Manager at the Detroit EDITION, shares what watching AI companies can teach hospitality leaders: continuous improvement as a way to win in a business that's "always done it this way," AI as a research tool, and rethinking how you communicate with the next generation joining your 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
In this episode, Christina Poon, the General Manager at the Detroit EDITION, shares the three layers of impact a hotel can make on its city: a gathering place, an economic engine, and a career catalyst that keeps talent home. You'll hear what she learned advocating for the neighborhood on the board of the Union Square Partnership, including the 14th Street mural painted by a couple hundred volunteers, and the city-first strategy behind the Detroit EDITION.
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
In this episode, Christina Poon, the General Manager at the Detroit EDITION, shares how she's building a great hotel guest experience before the property opens. She talks about recruiting leaders in a place where she started with zero network, hiring for attitude plus operational readiness, and designing the guest experience while the building is still under construction. You'll hear why she meets every candidate one-on-one instead of relying on CVs, plus the W Hotels chef collaboration that shows what curated guest moments can deliver.
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
In this episode, Christina Poon, the General Manager at the Detroit EDITION, shares how vision guides the moves you make as a hotel leader and throughout your career.
You'll hear how Christina builds a property vision with owners and the team, why she compares each hotel chapter to making a movie, and how her yearly personal review helped lead her from New York to a construction site in Detroit.
Listen to the first part of our series: The Unexpected Joy of a Career in 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
Christina Poon, General Manager of the soon-to-open Detroit EDITION, shares the story of how an unexpected career recommendation led her into hospitality and why she's never looked back. She reflects on the power of human connection, creating lasting guest experiences, and building a career aligned with your personal values. Christina also explains why she began documenting the realities of hotel leadership on LinkedIn, offering aspiring hospitality leaders a rare behind-the-scenes look at the work. If you're looking for a reminder of what makes hospitality such a meaningful profession, this conversation delivers both perspective and encouragement.
Read Christina's writing on LinkedIn
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
In this episode, Milou Neelen, the Founder of Hôtel Magique, shares why so many beautifully designed hotels leave guests feeling nothing. You'll hear why she chases awe over polish, how imperfection makes a space feel more human, and why she believes an awe-inspired hotel moves guests from memorable to transformational. She also gets into the science of awe through the work of UC Berkeley's Dacher Keltner, author of Awe: The New Science of Everyday Wonder.
Connect with Milou:
Explore her work:
- Hôtel Magique: website and Instagram
- Batik Boy, the Bali radio and store space she designed with Davey Massikki
- The Pleasure of Leisure, co-founded with photographer Anna Pihan
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
Scaling a hospitality brand is about more than adding new properties. The real challenge is preserving the culture, service, and sense of connection that made the brand successful in the first place.
In this episode, Lily Wecker, CEO of Aethos, shares how the company approaches growth by investing in people first, choosing locations with intention, and expanding alongside the communities they serve. She explains why culture is the foundation for scaling and why staying true to your identity matters more than growing quickly.
This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.
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
Creating a memorable hospitality experience is only part of the challenge. Communicating it in a way that feels just as human is what sets great brands apart.
In this episode, Lily Wecker, CEO of Aethos, explains how the company's human-centered philosophy shapes its marketing and communication. She shares why Aethos prioritizes people over products, how its campaigns capture the spirit of the brand rather than staged perfection, and why storytelling attracts guests who will really connect with its approach to hospitality.
This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.
Also see:
- Human-to-Human: Rethinking Luxury Hospitality - Lily Wecker, Aethos
- Building and operating Aethos Hotels: Europe’s next great hotel brand
- Limestone Capital’s value investment strategy
- Staying Consistently Creative and Relevant in Food & Beverage - Marc Lores Panades, Aethos Hotels
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
In this episode, Lily Wecker, the CEO at Aethos, shares how the brand designs guest experiences around 360-degree wellbeing rather than entertainment alone. She walks through Aethos's mix of outward-facing programming, DJ nights, live sketching, listening sessions, and inward-focused rituals like a personal-question card game played after community dinners.
You'll hear why Lily believes wellbeing has to include social connection alongside sleep, food, and exercise, and why she builds both distraction and introspection into the guest experience.
This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.
Also see:
- Human-to-Human: Rethinking Luxury Hospitality - Lily Wecker, Aethos
- Building and operating Aethos Hotels: Europe’s next great hotel brand
- Limestone Capital’s value investment strategy
- Staying Consistently Creative and Relevant in Food & Beverage - Marc Lores Panades, Aethos Hotels
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
In this special bonus episode, Josiah Mackenzie and Nazpari Aydin, Founder and Managing Director of Destination AI, introduce the State of Hotel AI survey, a study designed to reveal what's really happening with AI across the hotel industry, where it's delivering results, and where it still falls short. They discuss why an honest look at AI adoption matters, how the findings will help you benchmark your organization against your peers, and what attendees will learn from the research at this year's Destination AI Summit.
Take the survey and get the full anonymized data set at StateOfHotelAI.com
Connect with Nazpari on LinkedIn and get your ticket to Destination AI here.
Also see: Destination AI: How I Built the #1 Hospitality AI Event From Scratch - Nazpari Aydin
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
In this episode, Lily Wecker, CEO of Aethos, shares how her teams break hotel brand standards to deliver a feeling rather than a checklist. You'll hear why one property has no TVs in the rooms, why she tells front desk teams to observe guests instead of predicting what they want, and how a GM in Sardinia turned beach rocks into welcome-card holders.
This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.
Also see:
- Human-to-Human: Rethinking Luxury Hospitality - Lily Wecker, Aethos
- Building and operating Aethos Hotels: Europe’s next great hotel brand
- Limestone Capital’s value investment strategy
- Staying Consistently Creative and Relevant in Food & Beverage - Marc Lores Panades, Aethos Hotels
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
In this episode, Lily Wecker, CEO of Aethos, explains why she believes the future of luxury hospitality is shifting away from status and product, and toward genuine human connection. In conversation with our innovation correspondent Matthias Huettebraeuker, she shares how Aethos is redefining luxury through community, belonging, and a human-to-human approach to service. It's a fresh perspective on how guest expectations are evolving and what hospitality leaders should be thinking about next.
Also see:
- Building and operating Aethos Hotels: Europe’s next great hotel brand
- Limestone Capital’s value investment strategy
- Staying Consistently Creative and Relevant in Food & Beverage - Marc Lores Panades, Aethos Hotels
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
This episode introduces our week-long series with Lily Wecker, CEO of Aethos, in conversation with our innovation correspondent Matthias Huettebraeuker. She reflects on her journey and a pivotal moment that changed how she thinks about success, leadership, and listening to yourself.
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
In this episode, Ben Rafter, CEO of Hotel Equities, shares where he believes AI is already delivering measurable results in hospitality and why operational applications are advancing faster than guest-facing experiences. He explains how Hotel Equities evaluates and tests new technology through HE Labs, the questions hotel owners should ask when selecting a management company, and where he sees AI driving hotel performance in the years ahead.
Learn more:
- HE Labs by Hotel Equities
- Hotel Equities CEO: Here’s Which Technologies Can Actually Lift Owner Margins [Skift]
Previously on the show:
- What Happens When a Tech CEO Leads a Hotel Company - Ben Rafter
- Tech CEO-Turned-Hotel CEO Shares Tech Advice - Ben Rafter
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
In this episode, Ben Rafter, CEO of Hotel Equities, shares how his team is using AI, data, and real-time operational insights to improve labor management, often the largest controllable expense in a hotel. He explains how better scheduling and smarter decision-making create opportunities to improve efficiency while maintaining the guest experience. You'll also hear why data alone isn't enough and how intelligent recommendations help hotel leaders think more like owners.
Learn more:
- HE Labs by Hotel Equities
- Hotel Equities CEO: Here’s Which Technologies Can Actually Lift Owner Margins [Skift]
Previously on the show:
- What Happens When a Tech CEO Leads a Hotel Company - Ben Rafter
- Tech CEO-Turned-Hotel CEO Shares Tech Advice - Ben Rafter
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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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Ben Rafter, CEO of Hotel Equities, shares why he believes today's hotel operating model is becoming increasingly unsustainable for owners. He explains the growing pressure from labor, insurance, and other operating costs, why healthy hotel ownership is essential for the entire industry, and how Hotel Equities is responding through its problem-first innovation initiative, HE Labs. If you're looking to better understand the economic challenges facing hotel owners and how leading operators are responding, this conversation provides a thoughtful framework.
Learn more:
- HE Labs by Hotel Equities
- Hotel Equities CEO: Here’s Which Technologies Can Actually Lift Owner Margins [Skift]
Previously on the show:
- What Happens When a Tech CEO Leads a Hotel Company - Ben Rafter
- Tech CEO-Turned-Hotel CEO Shares Tech Advice - Ben Rafter
A few more resources:
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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
The use of AI is one of the biggest strategic questions in hospitality, and many hotel leaders face the same challenge: they believe in the potential, but need a clearer path from experimentation to measurable results.
In this episode, Actabl CEO Steven Moore and CTO Joseph Benjamin explain Actabl's new forward-deployed engineering offering for the hotel industry. They discuss why data foundations matter, how AI might help hotel companies improve profitability, and why custom workflows matter for operators with distinct brands, ownership models, portfolio strategies, and ways of working.
You’ll hear how forward-deployed engineering differs from traditional technology development and consulting, why the model matters for hotel companies, and how Actabl engineers work alongside customers to solve business-specific data, analytics, and AI problems on top of the Actabl platform.
For hotel executives thinking about AI strategy, margin pressure, labor challenges, above-property decision-making, forecasting, or portfolio performance, this conversation offers a practical look at where to start and how to move from interest in AI to outcomes.
Learn more about Actabl’s forward-deployed engineering program here, and contact Actabl here for a discovery conversation about this.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Martin Soler shares one of the most common challenges in hospitality: seeing the industry only through your own perspective. Drawing on his experience as a hotel operator, technology leader, and advisor, Martin explains why great ideas often fail when we don't fully understand other viewpoints. He shares practical ways to adopt different viewpoints, make better decisions, and evaluate opportunities more effectively. Hospitality leaders will come away with a simple framework to avoid blind spots and view industry challenges from a broader perspective.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Personalization is one of hospitality's most important goals, but is it really a technology problem? In this episode, hospitality advisor and former hotel general manager Martin Soler explains why guest preferences are far more contextual and dynamic than many systems assume. Drawing on examples from both hospitality and everyday consumer technology, Martin explores the limits of hyper-personalization and why the most memorable guest experiences often come from observation, empathy, and human judgment. Hospitality leaders will gain a practical perspective on balancing data, technology, and the art of service.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Martin Soler returns to explore "The PMS Wars," his ongoing series examining one of the most important shifts in hotel technology. What started as a race from legacy systems to cloud-based PMS platforms is now evolving into a conversation about AI, data infrastructure, and the future of hotel operations.
In this episode, Martin explains why hospitality adopts technology differently from other industries, why changing a PMS remains one of the hardest decisions a hotel can make, and why AI will depend on strong data foundations rather than replace them. He also shares his perspective on how AI could reshape software interfaces while making the underlying PMS more important than ever.
Referenced Articles:
• AI and the PMS Wars, Part I
• The PMS Wars and AI, Part II
Key Topics:
• Why cloud PMS adoption took longer than expected
• The challenges of PMS migration and vendor consolidation
• Why hotel technology evolves differently from other industries
• The role of APIs and structured data in the AI era
• How AI may change hotel software interfaces
• Why PMS platforms remain the foundation of hotel operations
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Hospitality is often criticized for lagging behind on technology. Martin Soler sees it differently. In this episode, he explores the paradox of hospitality innovation, arguing that hotels have frequently been ahead of other industries while also becoming burdened by technology that adds complexity rather than removing it. This conversation examines how AI could reverse that trend, freeing hospitality professionals from administrative work and allowing them to spend more time creating meaningful guest experiences.
Read Martin's newsletter on Substack
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Martin Soler shares where hoteliers should focus as technology and AI reshape the industry. Recorded ahead of HITEC 2026, Martin explains why strong data foundations matter more than the latest AI tools, how to evaluate technology vendors through the lens of integrations and APIs, and what hotel leaders should prioritize today to prepare for what's next. If you're trying to make smarter technology decisions in a rapidly changing environment, this conversation offers a practical starting point.
Read Martin's newsletter on Substack
You may also enjoy:
- AI Only Works for Hotels in This Order: Data, Intelligence, Action - Stephen German, Actabl
- Your AI Tools Won't Save You. Your Data Will. - GB Sharma, Mosaic Hospitality
- Why Our Approach to Hotel Data Earned a Patent and Prepares Hotels for AI - Clark Brayton, Joseph McGroarty & Pritesh Patel, Actabl
- Finding Gold in Your 'Data Attic': How Margaritaville's Chief Data Officer Unlocks Hidden Opportunities
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- If you're new to Hospitality Daily, start here.
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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
This episode is sponsored by Actabl. Learn more about its new product, Altitude, here.
For years now, AI has promised hotel leaders something it hasn't delivered: the ability to ask a question and get an answer you can actually trust. Today, that changes with the launch of Actabl Altitude.
In this episode, I sit down with Stephen German, Actabl's SVP of Product, to tell the story behind it. We get into why most AI answers fall apart the moment you check them, what it really takes to trust a number enough to hand it to your CFO, and why the foundation under the AI matters more than the AI itself.
Stephen makes a distinction that reframes the whole conversation. Most AI is probabilistic, so ask the same question twice, and you can get two different answers. When you're dealing with forecasts and P&Ls, you need deterministic results, the same right answer every time, with logic underneath that knows the difference between your primary forecast and your locked one. That's the line between an interesting demo and a tool you can run a business on.
We also talk about who this is really for. Above-property leaders, the regional VPs and COOs, have been underserved by hotel tech for a long time. Altitude lets them have a conversation with their data, follow the thread at the speed of thought, and dig into a problem without waiting days for three different teams to pull reports. It's the always-on AI analyst that hotel leaders have wanted and never had, until now.
In this episode, you'll hear:
- Why you can't trust most AI outputs yet, and what it takes to fix that
- The CFO test: Would you hand this answer over and say, "I know all of this is right"?
- Why your data has to be normalized, and the apples-to-apples problem
- The questions every leader should ask their technical team about AI reporting
- Introducing Altitude and the problem it was built to solve
- A conversation with your data: following the thread without losing the plot
- Why above-property leaders have been underserved, and why that ends here
- The data pyramid: spending less time finding answers and more time acting on them
Learn more about Actabl Altitude here.
Listen to prior episodes in this series:
- AI Only Works for Hotels in This Order: Data, Intelligence, Action - Stephen German, Actabl
- Why Our Approach to Hotel Data Earned a Patent and Prepares Hotels for AI - Clark Brayton, Joseph McGroarty & Pritesh Patel, Actabl
- Is Your AI Saving You Time? (Jerimi Ford, Actabl)
A few more resources:
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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
What separates good leaders from great ones? According to Dina Winder, the EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), the answer is simple: great leaders create more leaders.
In this conversation, Dina shares why she has dedicated so much of her time to mentoring future hospitality professionals through Highgate, HAMA, and AHLA's FORWARD initiative, and why she believes senior leaders have a responsibility to actively pull others up as they advance.
You'll hear her perspective on the leadership pipeline challenges facing hospitality, why the industry loses too many talented women in the middle stages of their careers, and how mentorship, visibility, and advocacy help build stronger organizations. This episode offers practical lessons for any hospitality leader focused on developing talent, strengthening teams, and creating lasting impact.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What's really going on in the hotel industry right now?
In this episode, Dina Winder, EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), shares her perspective on the forces shaping the hotel industry today. Drawing on conversations with owners and asset managers across the industry, she explains why demand has remained the top concern in multiple HAMA surveys and why filling rooms remains the foundation of hotel performance.
Dina also discusses how changing consumer behavior, AI-powered trip planning, and evolving booking habits are creating new challenges for hospitality leaders. She compares today's AI moment to the early days of the internet and explores what the industry needs to learn from previous innovation cycles to avoid repeating past mistakes.
If you're looking for a clearer view of where hotels are today and what industry leaders are watching most closely, this conversation offers valuable context and practical insight.
See the Hospitality Asset Managers Association Spring 2026 Industry Outlook Survey Results
See the other episodes in our series here:
- Asset Management Is Hospitality's Most Misunderstood Career - Dina Winder, Highgate
- Hotel Success Still Comes Down to One Person - Dina Winder, Highgate
- The Best Leaders Create More Leaders - Dina Winder, Highgate
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Monthly owner calls are often viewed as performance reviews, but Dina Winder sees them differently. As EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), she believes the most productive conversations focus less on what happened last month and more on what happens next.
In this episode, Dina shares how hotel leaders can prepare for owner calls more effectively, why thinking like an owner builds trust and credibility, and how strong operators use 30, 60, and 90-day planning to drive better results. You'll also hear what separates productive ownership conversations from routine reporting and why bringing ideas, solutions, and a willingness to experiment matters more than having all the answers.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Hotels have more technology, data, and operational tools than ever before. Yet some properties consistently outperform while others struggle to execute.
In this episode, Dina Winder, EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), shares why she believes hotel performance still comes down to leadership. You'll hear why the GM remains the most important role in the building, what effective leaders understand about both people and performance, and why even the best tools are useless without someone willing to champion them.
See the first episode in our series here: Asset Management Is Hospitality's Most Misunderstood Career - Dina Winder, Highgate
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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
Dina Winder is EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA). In this episode, she shares the unexpected path that led her into hospitality, from investment banking and real estate to one of the hotel industry's most influential roles: asset management.
Dina explains what asset management means in a hotel context, how asset managers represent ownership interests, and why the role spans everything from investment strategy and underwriting to renovations, financing, and long-term business planning. She also discusses what makes hotels fundamentally different from other real estate asset classes and why that complexity is part of what makes the business so compelling.
Beyond asset management, Dina reflects on the career lessons that shaped her leadership style, including analytical thinking, attention to detail, learning the fundamentals, and the ability to turn numbers into a story.
If you're looking to better understand how owners think about hotel performance and value creation, this conversation offers an inside look at one of hospitality's most influential and often misunderstood functions.
See Highgate's portfolio here
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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
In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares an operator's view on how AI can be used to take mundane, repetitive work off people's hands so they can spend more time with guests.
You'll hear his "find us a drive-through window" philosophy of letting the best ideas come from people on property, why he sees scheduling and forecasting as the early wins for AI, and why he refuses to hand off guest complaints or housekeeping to a machine.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares what he's found keeps people engaged and performing at their best. He also explains how culture is what underpins the outperformance that hotel owners care about.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Rob Smith, the President and CEO at Stonebridge Companies, shares an operator's read on why top-line growth — not cost-cutting — is a sustainable path through today's environment of profit pressure. He explains how Stonebridge grew same-store revenue by 7.8% in 2024 while the market grew by 1.8%, why their revenue-management-first approach drives 41% direct bookings at their independent hotels, and what a deliberate culture of accountability looks like when you're a 174-hotel pure third-party manager.
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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
In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares the unlikely path that took him from an accounting degree to running his own hotel by 25 and then spending 17 years as a hospitality leader in the Caribbean.
You'll hear how a Caribbean hotel owner taught him to stop just getting through the day and start thinking strategically, why working alongside people from other countries changed how he leads, and why he believes everyone should work abroad at least once. This is a story about the range of careers this business can offer the people who give it a chance.
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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
In this episode, our career correspondent and hertelier founder Emily Goldfischer continues her conversation with Tamara Lohan, Global Brand Leader for Luxury at Hyatt.
Tamara shares what it's like to step inside a large company after co-founding and building Mr. & Mrs. Smith for more than two decades. She gets into the difference between a mentor and a sponsor, why she wishes she'd built her network earlier, and the deep work of repositioning Park Hyatt, Alila, and Miraval for the next luxury traveler. She also makes the case for more women at the top to change the structures of an industry that asks leaders to travel hard, and names the contradiction every visible leader feels between showing up and doing the work.
Also see: Travelers Want Hotels With a Point of View - Tamara Lohan, Hyatt
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, our career correspondent and hertelier founder Emily Goldfischer continues her conversation with Tamara Lohan, Global Brand Leader for Luxury at Hyatt,
Tamara shares why today’s guests increasingly reject scripted hospitality experiences and what great service looks like instead. The conversation explores emotional intelligence in hospitality, the importance of “reading the room,” how Hyatt is thinking about AI and personalization, and why the future of luxury service depends on becoming more human, not less.
Also see: Travelers Want Hotels With a Point of View - Tamara Lohan, Hyatt
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What makes a luxury hotel memorable today?
In this conversation, our career correspondent and hertelier founder Emily Goldfischer, sits down with Tamara Lohan, Global Brand Leader for Luxury at Hyatt, to discuss why travelers are increasingly drawn to hotels with a strong sense of place and identity. They also explore Hyatt’s luxury growth strategy, the role of storytelling in hospitality, and how wellness is evolving beyond fads into something more meaningful for guests.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Arnold Amrhein, VP of Investments at CREO Capital, shares the idea behind his widely discussed article "The Anticipation Layer." He explains why data is becoming an asset, what hoteliers lose every time a booking comes through an OTA, and how AI could eliminate the long-standing trade-off between scale and soul in hospitality. A thoughtful conversation on the future of hotel operations, investment, and guest experience.
Listen to our previous episode: Hospitality Works Best When Owners Think Like Operators - Arnold Amrhein
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Arnold Amrhein, Vice President of Investments at CREO Capital, shares what his career — from guest relations at Rosewood London to institutional hotel investment across Southern Europe to private equity in Latin America — taught him about the gap between operators and owners, and why closing that gap matters for everyone in the business. If you work in hotel operations and want to understand how owners think, or if you're on the capital side and want a sharper sense of what operators are navigating, this short conversation will give you both perspectives.
Read Arnold's article: "The Anticipation Layer" on LinkedIn
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Ken Cruse, Co-Founder and CEO at SCP Hotels, and Pam Cruse, Co-Founder and CMO at SCP Hotels, share their perspective on why values-led hotels are outperforming the broader industry on EBITDA, where guests are actually drawn now that a significant majority distrusts AI, and how vertical integration lets them move faster than chain-affiliated operators ever could.
Mentioned in this episode:
- Our first conversation with Ken and Pam (Nov 2024)
- SCP Mendocino Inn and Farm and SCP Mendocino Coast Lodge
- Every Stay Does Good program
- Arthur Brooks and his latest book: The Meaning of Your Life
- Shaun Tomson's The Code
- Joseph Pine's book: The Transformation Economy
- Transformational Travel Council
- One Tree Planted
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Chris McDowell, Chief Information Security Officer at Actabl, and Justin Call, Chief Legal Officer at Actabl, unpack the growing AI risk that many hotel leaders still underestimate. They explain how people across hospitality are already uploading confidential guest and operational data into public AI tools like ChatGPT and Claude, why privacy and compliance rules still apply once that data enters an LLM, and why AI adoption needs to be treated as a business risk decision, not just a productivity upgrade.
Chris and Justin also break down what strong AI governance actually looks like inside a hotel organization, how technical guardrails matter more than policy documents alone, and why the quality and normalization of your data will determine whether AI delivers meaningful value at scale. The conversation also explores how hotel leaders should evaluate technology partners handling sensitive data, and why trust, security, and accountability are becoming core parts of the guest experience itself.
Also see:
- Why Our Approach to Hotel Data Earned a Patent and Prepares Hotels for AI - Clark Brayton, Joseph McGroarty & Pritesh Patel, Actabl
- Actabl's patent announcement
- HotelData.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
In this episode, Burak Ipekci, the General Secretary of Les Clefs d'Or International and Head Concierge at London's Royal Horseguards Hotel, shares an operator's view of what AI can do in hospitality: take the mundane off your hands so your team has the freedom to sit in the lobby, learn a guest's name, and build the kind of relationship where a guest becomes a friend.
If you've wondered where AI fits in a high-touch service environment without losing what makes it human, Burak's framing of "speed up to slow down" is worth your time.
Watch our full conversation here on YouTube
More in with Burak:
- Hire For The Spark - Burak Ipekci
- Energy Fit - Burak Ipekci
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
In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and General Secretary of Les Clefs d'Or International, shares his case for why the hospitality industry is splitting into two distinct businesses, and why only one of them can justify calling itself a hotel. He explains the "concierge mindset" as a philosophy that should run through every role, why emotional engagement is the only thing that justifies a premium ADR, and why teams that don't feel welcomed at the door will never make guests feel welcomed either.
Watch our full conversation here on YouTube
More in with Burak:
- What It Takes to Earn the Golden Keys - Burak Ipekci
- Hire For The Spark - Burak Ipekci
- Energy Fit - Burak Ipekci
More podcasts with Burak:
- Mauricio Schuler: Concierge - The Beating Heart of Hotels
- Travel Trends Podcast: Special Hospitality Series: Inside Les Clefs d'Or with Burak Ipekci & Future Trends in Luxury Travel
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
In this episode, Burak Ipekci, Head Concierge at The Royal Horseguards Hotel and General Secretary of Les Clefs d'Or International, explains what the golden keys actually mean inside the concierge profession, and what it takes to earn them. He shares his journey from becoming a concierge in New York in 1999 to helping lead one of hospitality’s most respected global organizations across 85 countries.
Burak walks through the rigorous Les Clefs d'Or membership process, the emotional experience of receiving his own keys in front of hundreds of peers, and the decade-long effort to modernize the organization’s governance as it scaled globally. He also gives a behind-the-scenes look at how a distributed executive team across London, Kuala Lumpur, Melbourne, Amsterdam, San Diego, São Paulo, and beyond coordinates a worldwide hospitality network built on trust, standards, and service.
Watch our full conversation here on YouTube
More in with Burak:
- Hire For The Spark - Burak Ipekci
- Energy Fit - Burak Ipekci
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
In this episode, Burak Ipekci, Head Concierge at The Royal Horseguards Hotel in London and Secretary General of Les Clefs d'Or International, shares a practical view of the decisions that shape a career in hospitality — why the boss matters more than the brand, how to read a leader's character in an interview, and why asking questions is the most underused skill in business.
Watch our full conversation here on YouTube
More in with Burak:
- Hire For The Spark - Burak Ipekci
- Energy Fit - Burak Ipekci
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
In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel in London and General Secretary of Les Clefs d'Or International, makes the case for why working in hospitality is worth it. He shares why the instant gratification of hotel work is unlike anything in other industries, and why the world has changed but the energy hasn't.
Watch our full conversation here on YouTube
More in with Burak:
- Hire For The Spark - Burak Ipekci
- Energy Fit - Burak Ipekci
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
In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and Secretary General of Les Clefs d'Or International, shares why hiring a great concierge isn't enough if the energy doesn't match the property. You'll hear how he advises hotel leaders opening new properties to think about the match between a person and a place, and why fit matters as much in hiring as it does in any other relationship.
Watch our full conversation here on YouTube
More on brand:
- Ace Hotel’s Early Days: Punk Spirit and Hospitality Innovation - Ryan Bukstein
- Why Hiring Artists and Musicians Transforms Hospitality - Abdul Baaghil
- The citizenM Founding Story (And What It Teaches Us Today) - Michael Levie
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
In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and Secretary General of Les Clefs d'Or International, shares his view on hiring: why he decides in five minutes whether to spend 55, why great concierge careers start with someone spotting them first, and why caring for people is the one thing you cannot teach.
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
In this episode, Philippa Wagner, the Founder of People Places Spaces, and former head of 23 Lab at Ennismore, shares why the hotel industry's segmentation habit is breaking down, what the solo traveler actually wants, and why community can't be manufactured.
Learn more about The Future Guest Report
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
In this episode, Philippa Wagner, the Founder of People Places Spaces, shares an honest perspective on AI and tech in hospitality, drawing on her Future Guest research. She explains why guests forgive people but not technology, where AI belongs in operations, and how the right tech finally lets you hire for personality instead of tech skills. If you've sat through one too many high-level AI panels and want a grounded view, this conversation is worth your time.
Mentioned:
- Bob W
- Numa
- Mews
- Oracle OPERA Cloud
- TFE Hotels
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
In this episode, Joe McGroarty, Clark Brayton, and Pritesh Patel of Actabl share why hotel data has been broken for decades, how their team built the patented normalization layer that fixes it, and why getting this right matters more in an AI-enabled world. You'll hear what's actually happening when revenue isn't easy to report on across your portfolio, the three questions to bring to your next tech partner meeting, and why context, not volume, is what makes AI answers trustworthy.
Connect with the guests:
- Joseph "Joe" McGroarty on LinkedIn
- Clark Brayton on LinkedIn
- Pritesh Patel on LinkedIn
Resources mentioned:
- Actabl's patent announcement
- HotelData.com
- ProfitSword by Actabl
- Hotel Effectiveness
- Alice by Actabl
- Transcendent by Actabl
This episode is sponsored by Actabl.
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
In this episode, Chris O'Donnell, the President of Select Service Division at Aimbridge Hospitality, shares how the balanced scorecard turns hotel operations into a meritocracy. You'll hear how Aimbridge cascades five universal metrics from CEO Craig Smith down to every property, why turnaround success starts with quick wins, and the bias-for-action principle Chris carries into every problem.
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
In this episode, Chris O'Donnell, the President of Select Service at Aimbridge Hospitality, shares what it takes to drive hotel profitability for owners amid rising costs and muted top-line growth. He explains why the "middle of the P&L" is where the work gets done, why cutting labor can cost more than it saves, and how investments in tools, training, and culture can lower turnover and raise efficiency at the same time.
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
In this episode, Chris O'Donnell, the President of the Select Service division at Aimbridge Hospitality, explains where select service hotels are heading and why technology only matters if it gives hotel leaders time back. Chris breaks down how the line between full service and select service has narrowed, how data is reshaping operational decision-making, and why traditional annual budgeting often carries inefficiencies forward year after year. He also shares how operators are using automation and analytics to improve profitability while keeping managers focused on guests and teams.
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
In this episode, Chris O'Donnell, President of Select Service at Aimbridge Hospitality, shares why hospitality is an industry that creates both energy and opportunity.
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
In this episode, Andrew Arthurs, the President and COO at Actabl, and Stephen German, the SVP of Product Management at Actabl, share how AI can support new hospitality providers and experienced hotel leaders. You'll hear why associate-facing technology matters as much as guest-facing tech, how an "AI coach" can replicate the decision-tree logic of a seasoned operator, and what to do now to find your first real use case.
Connect with our guests:
- Andrew Arthurs on LinkedIn
- Stephen German on LinkedIn
- Actabl
Previous episodes:
- AI Only Works for Hotels in This Order: Data, Intelligence, Action - Stephen German
- AI & the Associate Experience in Hospitality - Andrew Arthurs
- Why Great Hospitality Leaders Always Return to the Front Desk - Andrew Arthurs
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
In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses, shares her real-world take on vibe coding and what AI tools actually deliver when a non-technical person tries to build a digital product. She explains why the promise that anyone can build anything is overstated, what platforms like Replit are useful for, and where she sees the real opportunity for hotels to give teams time to invent.
Read Susie's post on this on LinkedIn 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.
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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
In this episode, Sofia Vandaele, General Manager of the InterContinental New York Barclay and Regional Director for IHG Lifestyle and Luxury, shares an operator's read on running a flagship hotel in 2026. You'll hear how she manages cost discipline when expenses have outpaced ADR recovery, why she frames union work as a framework to build on, where AI is showing up in her operation, and how the Barclay is using its 100th anniversary to deepen guest connection. Sofia closes on what she sees as the real pressure on hotel leaders right now: the gap between staying competitive and staying relevant.
Sofia is interviewed by Emily Goldfischer, founder of hertelier and Hospitality Daily's career correspondent.
- Read the companion article on Hertelier: Sofia Vandaele on her career journey.
- Listen to part one of their conversation here: Career Growth Comes From Saying Yes Before You're Ready
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
In this episode, Tom Michelberger, founder of Michelberger Hotel in Berlin and Michelberger Farm in Brandenburg, shares with our innovation correspondent Matthias Huettebraeuker why depth beats scale, why most designer hotels lose their edge after a few years, and what it takes to integrate into a community without performing for it. After 17 years and one hotel, Tom resists the word "concept," refuses to scale, and treats hospitality as a conversation rather than a monologue.
Featured in this conversation:
- Michelberger Hotel in Friedrichshain, Berlin
- Michelberger Farm in the Spreewald Biosphere Reserve, Brandenburg
- The Syntropic Food Forest developed with the work of Ernst Götsch
- Sigurd Larsen's design of the Farm and the Michelberger Hideouts
- Werner Aisslinger and the original Michelberger Hotel design team
- Azar Kazimir, Michelberger's creative director since 2008
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
In this episode, Nick Slavin, the CEO and co-founder of Curacity, shares his front-row perspective on why hotel discovery is being rewritten by AI, what 94% of hotels are missing on their own websites, and how independent properties can use this moment to take market share back from the OTAs.
You'll hear the difference between ranked search and binary AI search, why third-party media coverage now drives 10 to 100 times the visibility signals of your own website, and what to do this week to start showing up.
Resources mentioned:
- Curacity and the Vista platform
- Curacity x Cornell research on AI in travel planning
- Colin Nagy in Skift on AI reshaping luxury travel discovery
- Properties Nick referenced: Baccarat Hotel, The Broadwick Soho
This episode is sponsored by Curacity.
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
In this episode, Stuart Greif, the Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how the organization is helping develop the next generation of luxury hospitality professionals as global demand outpaces the supply of trained people. You'll hear about the Energizer e-learning exercises teams can run during a daily standup, the Rising Stars program at Le Logis in Cognac, the new certification and credentialing path for hotel professionals, and the stories of young hospitality professionals whose work shows what the future of the industry looks like.
Mentioned in this episode:
- Stuart's earlier conversation on how luxury's growth is reshaping hospitality
- Blanca López Giménez, Reservations Agent at Four Seasons Resort Mallorca at Formentor, Forbes Travel Guide 2026 Employee of the Year
- Gregor Köck, Concierge Supervisor at Rosewood Vienna, recipient of the Les Clefs d'Or Young Leaders Award (Watch his video)
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
In this episode, Dr. Peter Ricci, Director of the Hospitality and Tourism Management Program at Florida Atlantic University, shares a practical view of AI in hospitality. He explains why the fear around AI is overblown, where it fits best in operations, and how leaders should use it to support better decisions without losing the human judgment guests still need. You’ll hear how Peter thinks about staffing after industry crises, AI’s role in talent acquisition and guest experience, and why hospitality teams need more hands-on practice instead of another high-level AI panel.
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
In this episode, Dr. Peter Ricci, the Director of the Hospitality and Tourism Management Program at Florida Atlantic University, shares why the industry's progress on workforce flexibility lands at a "three out of ten," what his recent research reveals about rising quit rates, and what the next generation of hospitality students actually wants.
Connect with Peter on LinkedIn and explore his work at the FAU Hospitality and Tourism Management Program or his faculty profile.
Read his Lodging Magazine piece, "A Return to Tried and True: Best Practices to Ameliorate the Lodging Industry's High Quit Rate."
Listen to Peter's prior Hospitality Daily episode.
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
In this episode, Hans Pfister, President at Cayuga Collection, shares how his team turned a sheep farm, an abandoned lot, and a former cacao plantation into properties where guests now spot sloths, pumas, and native birds from their decks. Hans explains why he calls this "luxury rewilded," how healing the land turns team members into guardians of the property, and why the way you describe your hotel determines the kind of guests who walk through the door.
Properties referenced: Aguas Claras in Puerto Viejo, Arenas del Mar in Manuel Antonio, and Senda Monteverde.
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
In this episode, Hans Pfister, the Co-Founder and President at Cayuga Collection, shares how his team makes sustainability visible, human, and worth caring about for guests. You will hear how The Cayuga Way book, local leadership, and back-of-house tours turn their work into stories guests can feel and remember.
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
In this episode, James Ferguson, the author of Seek the Good and Celebrate and creator of the Confetti leadership model, shares how his cancer journey reshaped his approach to leading hotel teams and why hospitality leaders should celebrate progress, not just outcomes.
Mentioned in this episode:
- Confetti-Man.com (where to get the book)
- The Confetti Culture Playbook (James's first book)
Previous episodes with James:
- Our "culture committee" helps us build and scale the culture we want
- How We Improved Employee Satisfaction From 2.5 to 4.7/5 on Glassdoor
- How We Built An On-The-Spot Employee Recognition Program To Motivate Our Teams
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
In this episode, Susie Arnett, Director of Wellness Programming at Six Senses, shares what happened when a self-driving car company asked her to design a "moving sanctuary," and how the three pillars she landed on (productivity, social, and wellbeing) apply to any space where people spend time. You'll come away with a framework for thinking about hospitality across cars, schools, hospitals, and senior living, and a test you can use on your property tomorrow.
Read Susie's full take on this work in The Moving Sanctuary, and follow more of her writing at The Transformational Concierge.
Previous episodes with Susie:
- From MTV Producer to Leading Wellness Programming: Lessons and Observations for Hospitality
- The Istanbul Insight: What Modern Spas Are Missing
- "Collective Effervescence" Is the Point of Hospitality
- AI Knows What Your Guests Need Before You Do
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
In this episode, Stephen German, the Senior Vice President of Product at Actabl, shares his three-layer framework for putting AI to work in hotels: the data foundation, surfacing intelligence, and agentic AI.
You'll learn why most hotel AI projects stall before they start, what needs to be true inside your tech stack before agents can deliver value, and why Stephen believes time in the AI market beats timing it.
Learn more about Actabl, and its products: ProfitSword, Hotel Effectiveness, Alice, and Transcendent.
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
In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares how a brand built around owners produces different decisions. You'll hear how elected hotelier directors, member market area protections, and a $1.3 billion member-only insurance program translate structural alignment into real financial relief for independent operators.
You may also enjoy our other episodes with Larry:
- How Mentors Shaped My Leadership
- Hospitality Starts Before Guests Step on Property
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
In this episode, Sarah Kopit, the Editor in Chief at Skift, shares what she found reporting The Squeeze, her deep dive into the economic pressures facing America's hotel owners. You will hear why runaway costs, refinancing, and the franchise fee structure are putting owners in an impossible position.
Read her reporting: Inside the Crisis Crushing America's Hotel Owners, as well as her earlier piece in this series.
Connect with Sarah on LinkedIn.
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
In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares why the guest experience now starts the moment someone types "hotel Chicago" into a search bar and what it took to grow brand.com revenue and mobile app revenue. You'll hear his own moment about getting the customer journey wrong once, and why every digital touchpoint is a hospitality moment.
Referenced: our earlier episode with BWH's Jay Hubbs, HSMAI's Marketing Professional of the Year.
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
In this episode, Larry Cuculic, President and CEO of BWH Hotels, shares how a meeting with his father's union attorney opened the door to West Point and shaped the leader he became. You'll hear what he learned about team, trust, and knowing your role from playing basketball for Mike Krzyzewski, and why letting go is the hardest part of leading.
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
In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares what she learned after a retreat at Six Senses Kyoto led by Dr. Ingrid Yang, and why the idea of "collective effervescence" matters for anyone building places where people gather.
Susie also reflects on why people haven't fundamentally changed, why work is increasingly where connection happens, and the everyday moments that matter as much as any retreat.
Previous episodes with Susie:
- From MTV Producer to Leading Wellness Programming: Lessons and Observations for Hospitality
- The Istanbul Insight: What Modern Spas Are Missing
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
In this sponsor bonus episode, Jerimi Ford, the Chief Innovation Officer at Actabl and founder of Transcendent, shares how AI Asset Setup is turning a days-long manual process into a 30-second photo capture, and why accurate asset data is the foundation for better capital budgeting, preventive maintenance, and benchmarking across your portfolio. You'll also hear how gamification and associate engagement features are driving real culture change on property.
Learn more about AI Asset Setup from Actabl
Listen to our past episode with Jerimi: Designing Tech That Hotel Teams Actually Want to Use
Listen to "Reduce Turnover & Boost Team Performance: How We're Gamifying Employee Engagement in Hotels" with Roger Robles & Emma Christensen from Actabl
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
In this episode, Franck Desplechin, the Founder and Executive Hospitality Consultant at Incrementum, shares what he's learned from conducting undercover quality audits at luxury hotels, arriving with his wife and two young kids so they're never flagged. He breaks down the quiet, repetitive service failures that never generate complaints but drive guests away, and why emotional presence matters more than hitting every scripted touchpoint. If you're running a property and wondering why satisfaction scores look fine but repeat visits are rarer than they should be, this conversation will show you where to look.
Links:
- Franck Desplechin on LinkedIn
- Incrementum
- Presence Is The New Luxury (article by Franck)
- Previous episode: Beating The Trap That Burns Out Hospitality Leaders
- Previous episode: Gen Z Isn't Lazy. They're Selective. Here's What That Means for You.
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
In this episode, Jason Littrell, the founder of Kinetic Management Systems, shares a playbook for winning the before, during, and after guest conversations using AI. You'll hear his tactical approach to Google Business Profile optimization, the NPS-to-Google-review funnel that drives a 4.71-star average, and why responding to missed calls is one of the highest-ROI moves in hospitality.
Watch us here on YouTube
Connect with Jason on LinkedIn
Resources mentioned:
- High Level
- Sean Finter's "Napkinomics" framework
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
In this episode, Sofia Vandaele, General Manager of the InterContinental New York Barclay and Regional Director for IHG Lifestyle and Luxury, shares how growing up in her parents' Belgian banquet hall shaped her view of hospitality, what working with Blackstone taught her about being a business leader, and why health challenges in COVID changed how she leads her team today.
Sofia is interviewed by Emily Goldfischer, founder of hertelier and Hospitality Daily's career correspondent. Read the companion article on Hertelier: Sofia Vandaele on her career journey.
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
In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares how an AI meditation coach on a jhana retreat accelerated her practice and what that experience revealed about the future of guest-facing AI in hotel wellness. She explores why hotels need a wellness recommendation engine rather than just a menu, why AI can understand a guest in 200 words, and the "personal data vault" concept that could solve the privacy problem holding back luxury wellness.
Read Susie's article: The AI-Native Wellness Department
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
In this episode, Chris Cline, the General Manager of Hotel Santa Barbara, shares the story of renovating a nearly 100-year-old, 75-key boutique hotel without closing its doors and why keeping his team employed through the process preserved knowledge that proved essential. Chris details how local partnerships with artisans bring Santa Barbara's community into every guest room, and how the hotel's new lobby bar, 1926, honors a centennial while looking forward.
Mentioned in this episode:
- Hotel Santa Barbara
- Geronimo Hospitality Group
- 1926 Lobby Bar
- Visit Santa Barbara
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
In this episode, Chris Cline, the General Manager of Hotel Santa Barbara with Geronimo Hospitality Group, shares what independent hospitality provides. Chris explains how Geronimo's 11-month "Living as a Leader" training program, their owner-operator structure, and a culture built on trust and engagement create an environment where both team members and guests thrive.
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
In this episode, Valerie Ferguson, the former Regional General Manager of Resorts at Walt Disney World, shares what multi-generational travel reveals about guest behavior, loyalty, and long-term revenue. Drawing from her experience across luxury and large-scale operations, she explains why family travel is expanding across three generations and how that shift is reshaping expectations. You’ll hear how shared experiences, not amenities, drive repeat visits, and how hotels can design activities and programming that resonate with grandparents, parents, and kids at the same time. If you’re looking to capture more demand from high-value family travelers, this episode gives you a clear lens on where to focus.
You may also like:
- Operations Is Why Guests Come Back - Valerie Ferguson
- Your Guests Define Your Brand Now - Valerie Ferguson
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
In this episode, Amanda Frasier, the President of Standards and Ratings at Forbes Travel Guide, shares with hertelier founder Emily Goldfischer what goes into hosting their annual summit in Monaco for the world's top hoteliers, how their star rating system actually works across 500+ evaluation standards, and where Forbes Travel Guide is expanding next into river cruises, trains, and adventure travel. You'll also hear about the new Women in Leadership Survey from hertelier, which found the percentage of FTG partner hotels run by women, and what that means for the industry going forward.
Mentioned in this episode:
Previous interview with Amanda Frasier on Hospitality Daily
Forbes Travel Guide
hertelier
The Leadership Reset: Women in Hospitality Leadership Survey (Hertelier x Forbes Travel Guide)
Cedric Grolet on Instagram
Connect:
Amanda Frasier on LinkedIn
Emily Goldfischer on LinkedIn
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
David Mariotti is a veteran hospitality leader with experience including roles as GM, area GM, and VP of Operations at Remington Hospitality, managing properties like One Ocean Resort & Spa in Atlantic Beach, Florida.
Recently, David began volunteering at the Gabriel House of Care, a nonprofit hospitality house on the Mayo Clinic campus in Jacksonville, Florida, that provides affordable lodging to organ transplant and cancer patients and their caregivers.
In this conversation, David shares how volunteering has reconnected him to the core of hospitality, what hotel leaders can learn from serving in unfamiliar environments, and practical ways to build volunteering into your team's culture, including the "care committee" model he used at his resort.
Topics covered:
- Operating a hotel during COVID with a team of eight
- Growing up in his father's laundry and dry cleaning business in St. Augustine
- The story of the Gabriel House of Care and Jorge Bacardi's double lung transplant
- How slowing down and connecting with vulnerable guests builds hospitality skills
- The care committee model for property-level community involvement
- Hosting surf camps, 5Ks, and serving meals as team volunteering
Resources mentioned:
- Gabriel House of Care
- Healthcare Hospitality Network (100+ hospitality houses across North America)
- Jon Gordon's books: The Power of Positive Leadership, The Power of a Positive Team, Seven Commitments of a Great Team, The Energy Bus, Difficult Conversations Don't Have to Be Difficult
- Ronald McDonald House
- HEAL (Healing Every Autistic Life)
Connect with David Mariotti: LinkedIn
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
In this episode, Mike Baxter, the Co-Founder of House of Gods, shares why capital isn't the biggest barrier to opening a hotel and what investors actually look for when backing new hospitality brands. This is the final episode in a three-part series hosted by guest experience correspondent Danica Smith,
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
In this episode, Mike Baxter, House of Gods founder, shares why boutique hotels should be defined by purpose rather than aesthetics, and what gets lost when chains acquire boutique brands. From the financial foundations that need to come first to his concept of "demand sovereignty," Mike offers a direct challenge to operators who treat guest experience as an add-on revenue line.
This episode is hosted by our guest experience correspondent, Danica Smith.
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
In this episode, Mike Baxter, House of Gods founder, shares the origin story behind his boutique hotel brand and why he believes most hotels confuse boutique aesthetic with actual boutique identity. Mike explains why story and purpose matter more than design trends, and how the right narrative attracts both guests and team members who believe in the product. Listen for his take on why hotels should be a fantasy, not a nicer version of your living room.
This episode is hosted by our guest experience correspondent, Danica Smith.
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
In this episode, GB Sharma, the Founder and CEO of Mosaic Hospitality, shares how hotel owners can build a unified commercial engine and turn proprietary data into a competitive moat. GB breaks down the zero-click search shift reshaping discovery, why you should focus on data cleansing, and how structured proprietary data becomes a valuation layer at exit.
Watch this conversation on YouTube
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
In this episode, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why development-driven leadership outperforms and how understanding each team member's individual motivation builds the kind of loyalty that survives busy weekends and hard shifts. If you're trying to engage Gen Z or rethink how you lead frontline teams, Franck's approach is worth learning from.
Also see: Beating The Trap That Burns Out Hospitality Leaders
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
In this episode, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why chasing titles without alignment leads to burnout and how redefining growth as depth rather than height changed his career. From becoming the youngest executive chef of a St. Regis to finding fulfillment through coaching his team, Franck offers a practical perspective on staying connected to the craft that brought you into 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
In this episode, Dr. Noah St. John, keynote speaker, executive coach, and author of 27 books, shares why most organizations are failing at AI adoption, not because of the technology, but because they're ignoring the human operating system required to use it. He walks through his "invisible brake" framework for identifying and removing the hidden fear and friction that keep teams from leveraging AI, and offers a practical starting point any leader can act on today.
Links:
- Noah St. John on LinkedIn
- NoahStJohn.com (get your free Invisible Brake Score)
- Book an Invisible Brake Audit
- WatchNoahTV.com (Noah's YouTube channel)
- BookNoah.com (book Noah to speak)
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
In this episode, Kimberly Ofrecio, Group Commercial Director at Macdonald Hotels & Resorts, talks with our guest experience correspondent Danica Smith about what it takes to lead as a woman in hospitality, from unlearning the need to have all the answers to navigating the double standards that still exist in C-suite roles. With only 14% of hospitality C-suite positions held by women, Kimberly shares how her cross-industry, cross-cultural career shaped a leadership style built on directness, empathy, and curiosity, and why the best advice she can give aspiring leaders is to stop waiting until they feel completely ready.
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
In this episode, Kimberly Ofrecio, the Group Commercial Director at Macdonald Hotels & Resorts, shares what hotels can learn from airlines and luxury retail about data discipline, personalization, and commercial strategy. This conversation will challenge you to rethink what happens before a guest ever arrives at your property.
This episode is hosted by our guest experience correspondent, Danica Smith.
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
In this episode, Azim Saju, the CEO of ARK Holdings, shares why he's raising financial literacy for every team member in his hotels, from housekeepers to front desk agents, and how that directly impacts hotel valuations, renovations, and retention.
A few more resources:
- If you're new to Hospitality Daily, start here.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Patrick Norton, Chief Marketing Officer and Partner at Brittain Resorts and Hotels, shares how his team drives 85% direct bookings across 30+ properties by building an always-on commercial engine that generates demand rather than waiting for it. Patrick explains why he moved the CDP to the center of his technology stack rather than the PMS, how his Seasons of Rewards campaign generated $102 million in revenue with a 5,500% ROI, and why he treats OTAs as one-time matchmakers to build guest history quickly. You'll also hear his approach to AI-assisted recruiting and how condo-hotel management requires a fundamentally different playbook from traditional hotels.
Learn more about Brittain Resorts and Hotels
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Ben Campbell, the President and CEO of Hospitality America, shares why the traditional path from frontline roles to executive leadership is at risk in an AI-driven world, and what hotel companies need to do about it now. Ben discusses how he's challenging his executive team to rethink talent development, why cross-functional training across properties could be the new leadership pipeline, and why he's cautious about deploying AI tools to properties before solving for confirmation bias.
Listen to the first part of our conversation: How a Revenue Manager-Turned-CEO Drives Profit as Market Conditions Shift
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, asks Josiah Mackenzie what's on his mind recently.
What's your take? Send him a note here
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how his team and the broader hospitality industry responded when guests from The Summit were stranded by the war in Iran. From coordinating accommodations in Monaco and Nice with partners including Monte-Carlo Société des Bains de Mer and Hôtel Le Negresco, to governments in Abu Dhabi and Dubai stepping up to cover hotel costs for stranded travelers, Stuart reflects on hospitality's role as a refuge in crisis.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Stuart Greif, Chief Strategy & Innovation Officer at Forbes Travel Guide, shares an inside look at The Summit by Forbes Travel Guide, where the world's top luxury hospitality leaders gathered to celebrate, learn, and experience hospitality. Stuart explains how the event brought together luxury brands such as Bugatti, Michelin-starred chefs such as Daniel Boulud and Alain Ducasse, and speakers ranging from Chris Gardner to Joe Pine -- and why hospitality is becoming the unifying thread across luxury automotive, fashion, and real estate.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Stuart Greif, the Chief Strategy and Innovation Officer at Forbes Travel Guide, shares key findings from McKinsey data showing that more than 80% of how you appear in AI search is based on reputation, not your own content. Stuart breaks down what this means for operational excellence, training, and how trust becomes the ultimate differentiator.
Previously with Stuart:
- The Next Phase of AI Adoption Inside Hotel Companies (January 2026)
- Where The Real AI Revolution Is Happening Now in Hospitality (August 2024)
- What Are We Missing With AI in Hospitality? (February 2024)
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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
In this episode, Ben Campbell, the President and CEO of Hospitality America, shares how he's navigating flat demand and rising costs by investing in data foundations and doubling down on both AI and human-led sales. You'll hear why he believes every piece of business has its own profitability, how his revenue management background shapes his strategy, and how the company's PEACH culture creates accountability and performance from the top down.
This episode is brought to you with support from Actabl. Learn more about the products Ben mentions in this episode: ProfitSword and Hotel Effectiveness
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Valerie Ferguson, the former chair of the American Hotel and Lodging Association, shares why operations is the single function that defines your brand and determines whether guests come back. She explains how cleanliness, safety, and emotional connection form the foundation every brand depends on, and why she always hired for empathy over experience. Valerie also reveals how involving housekeepers and frontline staff in service design led to consistently higher guest satisfaction scores across every property she led.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Valerie Ferguson shares why the guests experiencing your hotel now define your brand more than your marketing ever could. Drawing on nearly five decades at Hyatt, The Ritz-Carlton, Loews Hotels, and Disney, Valerie explains why online reviews have become the most important business driver in hospitality.
A few more resources:
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Josiah Mackenzie shares the top takeaways he had from this year's Hunter Hotel Investment Conference.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Valerie Ferguson, the former Director of Lodging at Walt Disney Parks and Resorts and past Chairman of the American Hotel and Lodging Association, shares what she wishes she could have said earlier in her career about the tension between owner expectations and taking care of your people. Drawing on nearly five decades leading at hospitality companies, Valerie talks about the political pressure of owner meetings, why employee housing and fair compensation should be part of the development plan, and what it takes to fight the right battles in ownership conversations without losing your ability to inspire your team.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Valerie Ferguson, an 18-year veteran of Hyatt Hotels, shares how Hyatt's culture of trust and creative freedom produced innovations, from coordinated amenities to club level.
A few more resources:
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Valerie Ferguson reflects on her leadership as General Manager of The Ritz-Carlton, Atlanta. She explains why community engagement played a central role in her leadership of the hotel and in building relationships across the city. Valerie shares how initiatives like volunteering with Project Head Start strengthened team pride, deepened empathy, and reinforced the idea that hospitality leaders serve their teams as much as their guests. Her perspective offers a clear reminder that strong hospitality businesses grow from strong connections with their surrounding communities.
Listen to our episodes with Horst Schulze here
You may also enjoy:
- Hospitality as an Engine for Generosity: How Humanitarian Hotels Operates with Excellence & Gives Away 100% of Profits - Chris Green
- Impact Hospitality: How Hotels Can Build Community & Drive Change - Donte Johnson & Jason Bass
- Working With The LeBron James Family Foundation To Empower People Through Hospitality Skills Training - Stephan Bogardus and Tommy Ostrum, Graduate Hotels
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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
Nathan Woods, founder of Beloved Hospitality, returns to share how hospitality principles apply beyond hotels and restaurants. Drawing on ideas from Unreasonable Hospitality, he explains how leaders in industries such as insurance are rethinking customer relationships through a hospitality lens. Nathan breaks down how he teaches teams to see hospitality as a posture, not an industry, and why mapping the real customer journey reveals overlooked opportunities to serve people well. You’ll also hear how he’s building simple systems through his “Hospitality OS” approach to turn everyday interactions into meaningful moments and sustain the people whose work centers on serving others.
More:
- Listen: AI Is Not the Threat to Hospitality. Artificial Hospitality Is. (Nathan Woods)
- Listen: Cultivating Heartfelt Hospitality - Nathan Woods
- Listen: From Track and Field to Treehouses: Lessons for Hospitality From Building Businesses In Other Industries - Nathan Woods, Bolt Farm Treehouse
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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
Nathan Woods, founder of Beloved Hospitality, joins the show to share his perspective that the real threat to hospitality is not artificial intelligence—it's artificial hospitality. Drawing from his own work experimenting with AI, Nathan explains why technology does not weaken human connection on its own. The real risk appears when we let systems replace care and attention for our guests.
More:
- See Nathan's post on this on LinkedIn
- Read Nathan's newsletter on this
- Listen: Cultivating Heartfelt Hospitality - Nathan Woods
- Listen: From Track and Field to Treehouses: Lessons for Hospitality From Building Businesses In Other Industries - Nathan Woods, Bolt Farm Treehouse
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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
In this episode, Josiah Mackenzie speaks with Mark Fancourt, cofounder and principal at TRAVHOTECH, and a former senior leader across global hospitality brands and technology companies.
Their conversation explores what hotel leaders often misunderstand about technology strategy. Mark shares why many hotels invest heavily in new systems but still struggle to translate those investments into operational results. The discussion centers on the foundational role of structured data, organizational discipline, and education in unlocking the real value of technology.
Josiah and Mark also examine the excitement around artificial intelligence in hospitality but why AI alone will not solve operational challenges without the right data foundations in place. Along the way, Mark offers a candid perspective on the industry's long-standing technology silos and outlines what a more integrated, platform-driven future could look like for hotel operations.
For hotel leaders focused on improving performance, the episode offers practical insight into how better data structure, stronger technology partnerships, and better-trained teams can turn existing tools into a meaningful advantage.
A few more resources:
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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
In this episode, Lisa Chung, Design Director at Gensler, shares how hospitality leaders should think about design through the lens of human needs. Drawing on insights from Gensler’s latest design forecast, she explains why great hospitality environments start with understanding how people want to feel, connect, work, and recharge when they enter a space.
In the conversation, Lisa discusses how wellness extends far beyond traditional amenities like spas and gyms, how hotels are creating flexible spaces that support both connection and intentional disconnection, and why timeless human behaviors matter more than short-term design trends. For owners, developers, and operators, the episode offers a clear perspective on how thoughtful design decisions shape guest experience and long-term hotel performance.
Download the Gensler Design Forecast® 2026
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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
Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares the leadership principles that shape strong teams. Drawing on experience across Michelin-recognized hotels, airlines, and senior living, she explains why trust, transparency, and follow-through sit at the center of effective leadership. She shares how leaders build loyalty by showing up for their teams, recognizing success, and stepping in early when someone struggles instead of waiting for failure. Hospitality leaders will gain a clear perspective on earning trust, removing ego from leadership, and building teams that move forward together.
A few more resources:
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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
Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, and former Vice President of Operations at Palisades Hospitality, shares a leadership lesson from one of the most overlooked departments in hospitality: housekeeping. Drawing on her experience working across many operational roles, she explains why leaders must understand frontline work in order to lead effectively. Kristina also discusses how cultural awareness shapes communication and why intention alone is not enough when leading diverse teams. Hospitality leaders will gain practical insight into building trust, communicating clearly, and leading teams with respect and understanding.
Resources:
- Psicología del Mexicano en el Trabajo — Mauro Rodríguez Estrada
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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
Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares how she's applying hospitality principles to an industry that might be a little unexpected. After nearly years running Michelin-recognized boutique hotel properties, she transitioned to build hospitality training programs for caregivers and partner with outside brands to offer concierge-level services without the overhead. If you've ever wondered where your hospitality skill set has the most untapped value, or what your operations could borrow from a sector built around multi-year guest relationships, this conversation will reframe how you think about both.
A few more resources:
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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
In this episode, Sloan Dean returns to the show after completing MIT's AI Strategy and Leadership program to share how he's applying AI in his work daily. The conversation covers two practical use cases for hotel GMs: using Claude as an executive assistant for email and communication, and as a financial analyst for P&L benchmarking and cost analysis. Sloan also walks through the power and limitations of "vibe coding" and why the hotel leaders who lean into AI now will be the ones leading in the future. If you want to know where AI delivers real value today and where it still falls short, this is one you won't want to miss.
Resources:
- Watch this conversation (and bonus content) on YouTube
- Not Done podcast
- Claude Code
- Manus AI
- Gamma
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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
In this episode, Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares lessons from an earlier chapter of her career working guest services in the airline industry. She explains how operating in a high-pressure airport environment shaped her mindset around speed, urgency, and decision-making in hospitality. The conversation explores what those lessons mean for hotel operations, hiring people who thrive in fast-changing environments, and building a career in service leadership.
A few more resources:
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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
Hotel earnings calls reveal how major brands and ownership groups view the business right now. In this solo episode, Josiah Mackenzie reviews recent calls from companies such as Marriott, Hilton, Hyatt, Wyndham, and more to surface the signals hospitality leaders shared with investors. The discussion covers the financial performance behind asset-light brand models, how AI already drives sales productivity and direct bookings, and why ancillary revenue like food and beverage, spa, and experiences drives a larger share of hotel growth. You will also hear insights on the slowdown in new hotel supply, the rising importance of authentic guest experiences, and what the recovery in San Francisco shows about how perception and investment shape hotel markets.
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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
Sloan Dean, host of the Not Done podcast, reflects on what he has changed his mind about after interviewing some of the most influential leaders across hospitality and technology. In this episode, he shares why he believes traditional loyalty programs are losing strength, reframing points as a form of currency that many brands have steadily devalued. He also explains how AI and data are accelerating a power shift in travel, with technology platforms and distribution channels capturing more value than asset owners. If you lead, invest in, or operate hotels, this conversation will challenge how you think about loyalty, scale, and where value flows next.
Also see:
- Our full conversation on YouTube
- Not Done: Sloan Dean After Remington - How He's Betting on Himself and What's Next
A few more resources:
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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
Sloan Dean, host of the Not Done podcast and former CEO of Remington Hospitality, returns to share a leadership lesson he gained from an unlikely source: an orchestral conductor. After attending a YPO session led by a professional conductor, Sloan began rethinking the role of a leader as less of a performer and more of a conductor, someone who makes no sound yet drives performance through clarity, intention, and trust. In this conversation, he unpacks why command kills and connection creates, why leaders must face their teams instead of the crowd, and how ego becomes the biggest obstacle at the top. If you’re leading in hospitality and want to elevate team performance without micromanaging, this episode will challenge how you see your role.
Also see:
- Our full conversation on YouTube
- If you want to change the world, change yourself - Sloan Dean, Remington Hotels
- Direct Access Leadership: The Key To Building A Winning Culture - Sloan Dean, Remington Hospitality
- Not Done: Sloan Dean After Remington - How He's Betting on Himself and What's Next
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
In this episode, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, discuss how technology is influencing what people want from travel and real estate today. Abhi explains why the human need for experience and curiosity is showing up across asset classes, with multifamily and wellness real estate borrowing from hospitality’s playbook. Jeanelle brings the consumer perspective to life, sharing a personal story about planning a family trip to Japan and how platforms like TikTok and Instagram create urgency and fear of missing out around places people feel compelled to experience firsthand. For hospitality leaders, this conversation offers a look at why consumer tech is coinciding with strong demand for in-person experiences—and what that means for how properties are designed, positioned, and operated.
A few more resources:
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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
Jeanelle Johnson, Managing Partner at PwC, shares why their firm is making a deliberate investment in human skills now. As large language models reshape professional services, they argue that critical thinking, storytelling, curiosity, and relationship-building will determine who creates real value. This conversation explores PwC’s Human Skills Project and why knowledge alone is no longer a differentiator.
A few more resources:
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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
In this episode, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, explore what the robotics conversation in hospitality is really about. They discuss where robotics makes practical sense today, and where human judgment and interaction remain essential. The conversation then shifts to the structural realities of the hotel business, including ownership models, incentive misalignment, and the complexity of the ecosystem that often slows technology adoption. You’ll walk away with a clearer understanding of why innovation in hospitality is less about the technology itself and more about who pays, who benefits, and how alignment drives change.
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
In this episode, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, break down what defined 2025 and what hotel leaders must focus on in 2026. From the rise of a two-speed market to persistent margin compression, they explain why operational excellence is now the primary driver of asset value. We explore how AI, "synthetic customers," and stronger data governance are reshaping pricing, product development, and time-to-market. If you own, operate, or invest in hotels, this conversation will help you compete in a structurally different hotel economy.
Reports mentioned in the conversation:
- PwC Hospitality Directions US - the hotel industry outlook report discussed
- PwC & ULI Emerging Trends in Real Estate 2026 - the report that identified operational excellence as the driving force for value creation
- PwC Holiday 2025 Spending Signals for 2026 - the post-holiday data showing the income-based spending divergence
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
Josiah Mackenzie reflects on leading change and reinvention, using Hospitality Daily as an example.
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
In this episode, Ryan Mann, Partner at McKinsey & Company, shares how "AI has become agenda item one, two, three, four, and five" for hotel leaders worldwide. Recorded at ALIS in January 2026, this conversation explores how AI has shifted from experimentation to executive priority in a matter of months.
Ryan outlines three key arenas shaping hospitality today: internal automation, on-property operational efficiency, and the high-stakes disruption of search and booking. He explains why AI is no longer a technology problem but an adoption challenge, why data readiness and trust will determine visibility in AI-driven discovery, and how leaders should think in scenarios as OTAs, suppliers, and agentic systems compete for control of the booking relationship.
This episode offers a clear framework for where to act now and how to prepare for a rapidly shifting distribution landscape.
See our previous conversation: How The World's Best Hotels Deliver Exceptional Service - Ryan Mann, McKinsey & Company
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
Bashar Wali shares a personal look at how he approaches travel, often landing in a city for less than 24 hours and skipping the landmarks altogether. Instead of checking boxes or chasing must-see attractions, he spends his time in conversation, sitting at coffee shops and bars, speaking with strangers about their lives, ambitions, and perspectives. In this episode, he reframes travel as a tool for self-discovery rather than sightseeing, arguing that depth of connection matters more than distance covered. For hospitality leaders, the takeaway is clear. If you want to understand a place, a culture, or even yourself, start with people.
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
In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, challenges one of the most common habits in life and work: leading with “What do you do?” He explains why that question limits connection, reinforces hierarchy, and undermines the core spirit of hospitality. Drawing from his global travels and leadership experience, Bashar makes the case for curiosity as a discipline and introduces a better starting point: “Where are you from?”
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
In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares why staying culturally relevant is your responsibility.
Read more from Bashar: The Merchants of Cool™
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
In this conversation, Emily Johnson, founder of Elevate Wellness Collective, returns to move the conversation from wellness theory to practical execution. Drawing on her background in luxury mystery shopping and experiential audits, she explains how a structured wellness audit helps hotels uncover hidden revenue opportunities already inside their operations. From sleep-focused room upgrades and minibar redesigns to team training and retreat partnerships, she outlines how operators can drive incremental top-line growth without major capital investment. If you are looking to offset rising costs, improve retention, and open new pockets of demand, this episode gives you a clear framework to turn wellness into a measurable profit center.
More from Emily:
- Elevate Wellness Collective
- Substack
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
In this conversation, Emily Johnson, founder of Elevate Wellness Collective, joins the show to unpack what hotels often misunderstand about wellness. Drawing on her background in hotel investment and development, Emily explains why wellness extends beyond the spa and how mental health and emotional well-being shape the overall stay. The discussion explores wellness as a strategic lens for design and operations, not a standalone amenity, and why hospitality leaders need to rethink how wellness fits into their business objectives.
More from Emily:
- Elevate Wellness Collective
- Substack
- Global Wellness Institute post
- LinkedIn post: Accor x Globetrender study
- LinkedIn Post: Global Wellness Summit recap
- Article: How Integrating Mental Health Into the Guest Journey Drives Profit
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
In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares how observing human behavior shapes his perspective on 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.
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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
In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares a candid perspective shaped by staying in a different hotel every night he travels, explaining how overdesigned spaces, sensory overload, and scripted service have pushed hospitality away from its core purpose. This conversation reframes hotels as a respite from daily chaos, not an experience competing for attention.
Also see:
- Delighting Guests: Easier Than Ever? (Bashar Wali, Practice Hospitality)
- Let's Return To The Art of Hospitality - Bashar Wali, Practice 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
In this special bonus episode from Actabl, Josiah Mackenzie and Sarah McCay Tams lead a candid discussion with Shozib Khan, David Lund, and Chris Green on how hotel leaders stop flying blind and win in 2026. The panel explains why having the numbers alone is not enough and why shared data, forecast accuracy, and daily execution drive real performance across portfolios. They explore how operators align revenue, labor, CapEx, and culture, while democratizing financial insight from the boardroom to the front line. You will learn how better reporting builds confidence, sharper decisions, and sustainable profit without losing sight of people.
Learn more about Actabl's business intelligence and forecasting solutions
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
In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares an unfiltered look at what is shaping his thinking as the industry enters 2026. He breaks down the reality of flat revenues, rising labor and insurance costs, policy uncertainty, and why eroding margins feel more dangerous than an outright downturn. Bashar explains how uncertainty is freezing investment, delaying renovations, and reshaping owners' thinking about growth, debt, and risk. This conversation provides hospitality executives with a grounded view of what matters most right now and where disciplined operators continue to focus to survive tough cycles.
Also see: The Next Wave of Hospitality: Trends, Brands, and Innovation - Bashar Wali, Practice 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.
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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
In this episode, Heather Dunwoody, founder and principal of Hospitality in Bloom, shares how participatory experiences, community, and a strong sense of place create guest experiences people remember and return for. Drawing from her background across agencies, large brands, and hospitality, she explains why humans are starving for connection and how hospitality is uniquely positioned to deliver it. You’ll come away with a clearer perspective on how designing for connection builds stronger brands and more resilient hospitality businesses.
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
In this episode, Stacey Milgram Plotska, VP of Operations and Implementations at Actabl, shares how hotel technology delivers the best results when it’s set up and used the right way. This conversation is a deep dive into what needs to happen, including the implementation, onboarding, training, and systems required to support ongoing learning and adoption. Stacey breaks down how strong technology partnerships work, what hotel teams need to do to succeed, and where some organizations struggle. If you care about driving performance, empowering teams, and getting real value from your technology investments, this conversation offers a clear, practical perspective.
Resources:
- Request a conversation with Actabl about what Stacey shared here
- Request a product demo from Actabl
- Actabl customer story: Fast Track to Financial Visibility: How Commonwealth Hotels Quickly Activated ProfitSword Across More Than 40 Hotels
- Actabl customer story: Future-Ready Hospitality: Hotel Equities Invests in the Actabl Platform to Scale with Purpose
- Actabl customer story: Better Together: How We Aligned Hotel Operations, Staffing & Financial Performance with Actabl - Steven Marais, Noble House Hotels & Resorts
- Actabl customer story: How Hospitality America’s CEO Ben Campbell Makes Work a Team Sport
- Podcast: The Secret to Unlocking Performance: Your Technology Partner's Customer Success Team - Megan Yagoda Kaplan, Actabl
- Podcast: The Magic Wand Question: Building Digital Night Audit (and Hotel Tech That Matters) - Brian Blanda & Stephen German, Actabl
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
In this episode, Walter Isenberg, CEO and Co-Founder of Sage Hospitality Group, shares how his company thinks about “Sportspitality,” the intersection of hotels, mixed-use development, sports teams, and entertainment districts. He shares how projects tied to arenas and stadiums create amplified demand beyond traditional group, business, and leisure travel. The conversation explores real examples across professional sports, universities, and urban cores, including how hospitality plays a central role in placemaking.
Learn more about Sage's McGregor Square project
More with Walter:
- Hotels Are Splitting Into Two Completely Different Businesses - Walter Isenberg, Sage Hospitality
- The Dana Crawford Playbook: How Risk, Storytelling, and Grit Built Iconic Hospitality - Walter Isenberg, Sage Hospitality Group
- Crafting Places Guests Remember: Inside Sage Studio’s Story-First Approach - Walter Isenberg, Sage Hospitality Group
- Hospitality as a Catalyst: Revitalizing Cities with Walter Isenberg (Sage Hospitality Group)
- The Letter That Turned a Young Dishwasher into a Hospitality Leader - Walter Isenberg, Sage Hospitality Group
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
In this episode, Walter Isenberg, CEO and Co-Founder of Sage Hospitality Group, shares why his company forecasts labor down to the minute and tracks forecast accuracy at 30, 60, and 90 days out. You'll hear how forecast discipline directly impacts labor planning, cash flow, and investment returns in a business Walter describes as having "one-day leases."
Resources:
- Walter's article in Hotel Management: "Hospitality Begins from Within"
- Learn more about the technology Sage uses: Actabl
- Why The National Forecast Is Your Starting Point - Jan Freitag, CoStar
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
In this episode, Walter Isenberg, CEO and Co-Founder of Sage Hospitality Group, shares his reflections on 2025, the lessons he's bringing into 2026, and his perspective on the bifurcation in hospitality: commodity hotels moving toward automation and reduced staffing versus experience-driven hospitality, where people remain the competitive advantage.
More from Walter:
- Walter's article in Hotel Management: "Hospitality Begins from Within"
- The Letter That Turned a Young Dishwasher into a Hospitality Leader - Walter Isenberg, Sage Hospitality Group
- How Sage Hospitality Enriches Lives Through Culture - Walter Isenberg, Sage Hospitality Group
- The Dana Crawford Playbook: How Risk, Storytelling, and Grit Built Iconic Hospitality - Walter Isenberg, Sage Hospitality Group
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
In this episode, Jan Freitag, National Director, Hospitality Analytics at CoStar Group, shares why the national forecast should be your starting point -- and gives specific things you can do to find growth this year.
Links:
- "Tell Me More" Podcast by Jan Freitag & Isaac Collazo: Apple Podcasts or Spotify
- Read Jan's latest articles for CoStar
- Video: Teague Talks with Jan Freitag of CoStar Group
- Our previous conversation: Tariffs, Travel Disruption, and What Hotel Leaders Must Do Now - Jan Freitag, CoStar
- I-92/APIS Dataset from the U.S. Department of Commerce
- Canadian travel statistics
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
Nazpari Aydin is the co-founder and managing director of Destination AI — the #1 hospitality AI event — which she built from scratch in just two years. In this episode, she shares why she created the conference, how she approached speaker selection and community building, and what she learned from bringing hospitality leaders, operators, and technologists into the same room.
Register now for Destination AI 2026
You may also like: The Next Phase of AI Adoption Inside Hotel Companies - Stuart Greif
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
In this episode, Janette Roush, the SVP of Innovation and Chief AI Officer at Brand USA, shares how her team moved past AI hype to real, working applications across the organization. She explains what agentic AI looks like in practice, how organizations shift from individual experimentation to true organizational upskilling, and why trust and verified data are becoming mission-critical as travelers rely more on AI for planning. You’ll hear concrete examples from RFP evaluation, internal workflows, and campaign launches, along with a clear argument for why destination organizations must reposition themselves as trusted sources of truth. This episode is for hospitality and travel leaders who need practical direction on how AI is already reshaping discovery, decision-making, and organizational strategy.
Listen to our previous conversation: America's Chief AI Officer for Travel Shares Advice
Resources we mentioned:
- Janette's website
- Claude Code
- Lovable
- Brand USA's America the Beautiful campaign site
- How I AI Podcast
- Every
- Marketing Against the Grain
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
Sarah Eustis, CEO of Main Street Hospitality, shares how art plays a direct role in how she leads and drives performance across her portfolio. She explains why her team invests in Artist in Residence programs, rotating galleries, and cultural programming as a way to create energy guests feel the moment they walk in. Sarah also talks about why she avoids standard hotel art packages and instead focuses on work with real meaning and local connection. Toward the end, she reveals an unexpected benefit of art that influences leadership, culture, and how people experience each day.
See our earlier conversations:
- From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond
- The Box and the Wavy Line: A Smarter Way to Lead 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
Sarah Eustis, CEO of Main Street Hospitality, shares how she thinks about growth through the lens of irreplaceability. She explains why historic hotels with emotional and cultural relevance often present stronger long-term opportunities than new builds, especially in today’s environment. The conversation explores stewardship as an operating and investment discipline, where thoughtful repositioning, branding, and revenue management unlock value without erasing identity. Hospitality leaders will take away a clear framework for building durable advantage by leaning into what makes a property impossible to replace.
See Sarah's TEDx talk: Old Wine in New Bottles: Generational Hospitality & Reinvention
See our earlier conversations:
- From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond
- The Box and the Wavy Line: A Smarter Way to Lead 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
Josiah Mackenzie recaps his takeaways from ALIS 2026, including why some hotels continue to grow even as industry top-line performance plateaus and costs rise faster than inflation. You'll hear why operational discipline, service excellence, and clear plans for differentiation matter so much, and how pricing power is built through basics done exceptionally well.
More:
- What I'm Looking For (At ALIS & Beyond) - Josiah Mackenzie
- How Luxury's Growth Is Reshaping Hospitality - Stuart Greif, Forbes Travel Guide
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
Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares what he’s seeing as AI adoption inside hotel companies enters its next phase. Drawing on his involvement with Destination AI and insights from a panel he led with leaders from major global brands, Stuart explains how hotels are building on early efficiency gains and broadening their focus. He walks through concrete examples of how AI already supports revenue, sales velocity, staffing decisions, and the guest experience, and outlines where momentum is building next as adoption matures.t.
Watch the panel Stuart led at Destination AI 2025: How Hotel Chains Are Deploying AI Today
Companies mentioned:
- Actabl
- Abra Hospitality
- Levee
- GuestOS
- Hyper Nimbus
- Roomiy
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
Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how luxury’s rapid growth is reshaping hospitality. Stuart breaks down the data behind luxury’s expansion, then explores the second- and third-order effects, including changes in the workforce, leadership readiness, training, and differentiation in an increasingly crowded market. The conversation also looks ahead, discussing how hospitality could play a larger role as other industries change and why human connection and caring matter more as luxury scales. This episode offers a clear perspective for hospitality leaders thinking about what comes next and how to prepare.
You may also enjoy:
- The Evolution of Luxury Hospitality From Comfort to Connection - Guillaume Benezech
- Beyond AI: Engineering the Future of Luxury Travel - Gilda Perez-Alvarado, Accor
- No Check-Ins: Redefining Luxury with "Sartorial Hospitality" - Claudio Meli, THE PLACE Firenze
- Behind the Stars: How Forbes Travel Guide Defines Luxury & Five-Star Hospitality - Amanda Frasier, Forbes Travel Guide
- [Book by Joseph Pine] The Transformation Economy: Guiding Customers to Achieve Their Aspirations
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
Josiah Mackenzie shares what he's looking for at the ALIS conference this week -- a quick solo episode from the road!
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
Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how he approaches industry conferences like ALIS with intention, curiosity, and care. He explains how he balances business goals with human connection, why he avoids over-scheduling meetings, and how leaving space for unplanned conversations leads to better relationships and ideas. The conversation also covers rotating events to stay exposed to new communities, avoiding transactional networking, and managing energy on the road.
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
In this episode, Melissa Maher, a former travel and hospitality executive and author of Holding Your Own, unpacks the leadership skills many professionals never get taught on the job. Melissa shares why she wrote the book and how confidence, self-advocacy, executive presence, and communication shape career progress more than performance alone. The conversation explores practical ways to build trust, navigate feedback, strengthen personal brand, and adapt in a fast-changing, AI-influenced workplace. This episode is for hospitality leaders who want to advance their careers, lead more effectively, and have the conversations that move work and people forward.
Listen to our previous recordings with Melissa:
- Think Big: What I Learned As Expedia's CMO (And Beyond) - Melissa Maher
- What It Takes to Operate at Peak Personal Performance - Melissa Maher
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
In this episode, Matthias Huettebraeuker and Josiah Mackenzie unpack what innovation actually means in hospitality, and why most efforts start in the wrong place. This conversation moves past trends to focus on first principles, specifically how designing around human needs creates more resilient, relevant hospitality businesses. Matthias shares a clear framework for rethinking hotels through convergence, fluidity, and versatility, with real-world examples from hospitality and beyond. Listeners will leave with practical ways to apply these ideas immediately, whether they work in sales, marketing, guest services, or operations.
Read Matthias' article in HospitalityNet's Hotel Yearbook: "Can we please not say Hybrid, please"
You may also enjoy:
- Rethinking Hospitality - Matthias Huettebraeuker
- From Concept to Success: The Strategy Behind Our Hospitality Innovation - Hans Meyer, Zoku & Matthias Huettebraeuker
- Culture of Innovation: How Hospitality Leaders Can Stay Ahead - Hans Meyer, Zoku & Matthias Huettebraeuker
- Hospitality Beyond Hotels: Redefining the Future of Retirement Living - Jan Garde & Matthias Huettebraeuker
- Susie Arnett's article: "Why Presence is the Next Amenity"
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
In this episode, Sarah Eustis, CEO of Main Street Hospitality, shares why having a clear point of view defines effective leadership. Drawing from her early career inside global fashion brands, she explains how leaders build trust by showing up with conviction, articulating rationale, and setting direction instead of reacting to others.
See our earlier conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group
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
In this episode, Sarah Eustis, CEO of Main Street Hospitality, shares how she leads with what she calls “the box and the wavy line.” She explains how disciplined operating systems, clear SOPs, and financial rigor create the stability teams need in a volatile market. Sarah also breaks down why structure does not limit creativity and how it creates room for innovation, new concepts, and thoughtful growth. This conversation offers a practical leadership framework for hospitality executives balancing control, culture, and expansion.
See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group
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
In this episode, Sarah Eustis, CEO of Main Street Hospitality, explains how the company earned an employee Net Promoter Score of 78 in an industry known for hiring and retention challenges. She breaks down the specific leadership behaviors, hiring philosophy, and feedback systems that shape engagement long before someone’s first day. The conversation focuses on interviewing for emotional intelligence, using 360-degree input, and treating development and feedback as daily operating disciplines. Hospitality leaders will take away a clear view of what high employee satisfaction requires and why it directly impacts guest experience and financial performance.
See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group
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
In this episode, Sarah Eustis, CEO of Main Street Hospitality, shares her perspective on leadership and alignment across a diverse, multi-property hotel portfolio. Sarah explains how she defines leadership, why inclusion and shared authorship matter, and how alignment holds culture together across teams, properties, and regions. She also walks through her approach to decision-making and change management. This conversation offers practical insight for hospitality leaders at any level who want to lead more effectively, build trust, and drive better results across their teams.
See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group
Properties in Main Street Hospitality's portfolio:
- The Red Lion Inn
- Hammetts Hotel
- Canoe Place
- Porches Inn
- The Beatrice
- Hotel Downstreet
- Port Cunnington Lodge
- The Little Lion
- Island House Newport
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
In this episode, Betsy Freeman joins Josiah Mackenzie to share her thinking behind creating Hospitality Daily’s first piece of merch: a special edition t-shirt. The conversation explores how art, feeling, and collaboration shape brand identity. Betsy breaks down her creative process, why emotion matters, and how collaboration leads to great outcomes.
- Watch on YouTube
- Get the shirt
- Learn more about Betsy's work
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
In this episode, Jeremy Wells, principal at Longitude and partner at Flyover Developments, shares more on his LinkedIn post exploring hospitality through the lens of Christian faith. He explains how Christianity shapes his view of hospitality as love expressed through everyday actions at work, with guests, teams, and peers. The conversation focuses on integrating belief into professional life with humility, openness, and service.
Read Jeremy's post on hospitality as an act of love
Listen to our previous conversation: Why Being Yourself Attracts the Right Opportunities in 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
In this episode, Jeremy Wells, principal at Longitude and partner at Flyover Developments, shares more on his recent LinkedIn post where he reflects on his life and career and how it connects to a key shift he made. Jeremy shares how years of trying to look and act the part in creative circles pulled him away from the work he actually wanted to do. He explains how leaning into his roots and his real strengths changed the kinds of opportunities, partners, and projects that started finding him. This conversation offers a practical perspective on authenticity as a strategic advantage for hospitality leaders building their careers.
- Learn about The Ozarker Lodge (Jeremy's hotel)
- Buy Jeremy's book -- INDIE HOTEL: Why Hoteliers Are Breaking Free from Chains and Choosing Independence
- Listen to our first recording: "Why I moved from tech to hospitality...and stayed" (2022)
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
In this episode, Jeremy Wells, principal at Longitude and partner at Flyover Developments, walks through his latest project in the Ozarks and then gets into what it might reveal about where lifestyle hospitality is headed.
- Jeremy's LinkedIn post with photo of fishing books
- Learn about The Ozarker Lodge (Jeremy's other hotel)
- Buy Jeremy's book -- INDIE HOTEL: Why Hoteliers Are Breaking Free from Chains and Choosing Independence
- Listen to our first recording: "Why I moved from tech to hospitality...and stayed" (2022)
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
Rob Blood, founder and chairman of Lark, and principal at Elder & Ash, joins the show to talk about what it looks like to put down roots in a place so projects can connect to each other. Drawing from recent work in Cambridge, Massachusetts, he explains how lodging, bars, bookstores, and cultural spaces create more value together -- when they encourage people to stay, linger, and build relationships. Rob shares why spending time in a community leads to deeper learning and better hospitality experiences for guests and locals alike. The episode shows the power of hospitality for connection and community.
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
Rob Blood, founder and chairman of Lark, joins the show to reflect on the collapse of Sonder and what it revealed for owners, operators, brands, and technology companies. Drawing from firsthand experience working with properties affected, Rob explains where the master lease model broke down and why control and transparency matter when hotels operate at scale. The conversation explores the right role of technology in hospitality, the limits of venture-driven growth, and how strong partnerships help hotels recover fast when things go wrong. For leaders across disciplines, this episode offers clear, practical lessons on building resilient hospitality businesses.
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
In this episode, Tony Roumph, Managing Director of Argonaut Hotel in San Francisco, shares a practical look at how his team balances timeless hospitality with modern operational realities. This episode includes a case study on how AI and workflow automation reduced front desk call volume by 80 percent, freeing teams to focus on the people in front of them.
Technologies Tony mentions:
- EHVA AI
- Alice by Actabl
Also see:
- "He Gave Me the Opportunity to Fail, and That Changed Everything" - Tony Roumph, Argonaut Hotel
- Why Mentorship Beats Micromanagement in Hotels - Tony Roumph, Argonaut Hotel
- Better Together: How We Aligned Hotel Operations, Staffing & Financial Performance with Actabl - Steven Marais, Noble House Hotels & Resorts
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
In this episode, Tony Roumph, Managing Director of Argonaut Hotel in San Francisco, shares why mentorship produces stronger leaders than micromanagement and why teaching people about the P&L changes how they think, lead, and collaborate. The conversation focuses on breaking down silos, building business understanding beyond individual roles, and using culture as a practical management tool. If you lead teams and carry responsibility for results, this episode offers lessons you can apply today.
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
In this episode, we hear the career journey of Tony Roumph, Managing Director of Argonaut Hotel in San Francisco, and the formative leadership lesson that shaped how he leads today. Tony reflects on the moment a former boss gave him the opportunity to fail—and how that trust built confidence, accountability, and long-term growth. He shares how that experience influences his approach to hiring, mentoring, and developing teams in hospitality. This conversation is a reminder that great leaders don’t just protect people from failure—they create the conditions for learning, belief, and real leadership to emerge.
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
In this episode of San Francisco Sundays, Josiah sits down with Tony Roumph, Managing Director of Argonaut Hotel, to talk about what community engagement really looks like for hotels operating in a complex, evolving city. Drawing on the Argonaut’s historical roots and Tony’s civic involvement across San Francisco’s tourism and neighborhood organizations, the conversation explores how hotels and hoteliers can act as active participants in their communities. Tony reflects on San Francisco’s shifting narrative, the role hospitality leaders play in shaping it, and why optimism feels warranted heading into the next chapter. This episode is a thoughtful look at sense of place, civic responsibility, and the hotel’s role in a city’s recovery.
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
In this episode, Mews founder Richard Valtr shares a practical look at how AI is reshaping hotel operations, guest experience, and revenue strategy. The conversation focuses on why hoteliers should design the guest journey first, then apply technology to scale it—along with concrete ideas for monetizing beyond rooms and preparing teams for what’s coming next in hospitality tech.
Resources:
- Our previous conversation with Richard: Hospitality is 'eating the world' - here's what it means for your business and your career
- Behind the Stays podcast: How He Built Mews — And Rewired the Modern Hotel Stay
- Skift podcast: Rewiring Hotel Tech for Humans
- Modern Hotelier podcast: Helping Hoteliers Monetize the Full 24 Experience
- Book a demo with Mews
Chapters:
- 00:02:16 What does Mews do?
- 00:03:28 What is a PMS?
- 00:05:42 The 3 assets in a hotel business
- 00:08:01 Monetization opportunities
- 00:14:19 Opportunities without admin work
- 00:15:44 Experiment: Building customer archetypes with AI
- 00:21:49 "Red teaming" to "destroy" the company
- 00:24:38 Agentic hospitality
- 00:25:55 Future: Mesh of AI-assisted work
- 00:27:13 LLMs as middleware
- 00:29:35 Misconceptions
- 00:31:54 The first thing you need to do
- 00:33:30 AI needs the truth
- 00:35:38 Speeding up training content creation
- 00:36:36 Where to start with using AI
- 00:41:36 Advice for finding technology partners
- 00:42:26 What Richard is proud of at Mews now
This is a special sponsor bonus episode, sponsored by Mews.
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
In this episode, Monika Nerger, former Group Global Chief Information Officer at Mandarin Oriental Hotel Group, shares a leadership perspective on AI in hospitality. Drawing on her experience leading global digital transformation—and her current immersion in the AI and technology ecosystem in San Francisco—Monika introduces the concept of “calmxiety”: the tension leaders feel between urgency and uncertainty. She shares why trust, foundations, and clarity matter more than rushing into tools, how to think about AI investment and partners, and why human service remains central to hospitality.
Resources:
- Previous podcast with Monika: How We Led Digital Transformation at Mandarin Oriental by Putting Brand First (Watch on YouTube)
- HTNG (Hospitality Technology Next Generation)
- Destination AI
- Decentralized Identity Foundation
- AI Daily Brief
- CyberWire Daily
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
In this episode, Monika Nerger, former Group Global Chief Information Officer at Mandarin Oriental, shares how she led a large-scale digital transformation by putting brand DNA—not technology—at the center of the strategy. She explains why data governance became the foundational layer, how cross-functional collaboration reshaped decision-making, and what it took to drive real change during the pandemic and beyond. The conversation explores the often-overlooked role of change leadership, trust, and cultural alignment in making transformation stick.
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
In this episode, Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, shares why returning to the basics of hospitality starts with leadership presence on the floor. He shares how being visible to guests, employees, and the surrounding community directly impacts revenue, demand, and long-term growth. Craig explains the concept of the “point of impact,” why managing from reports creates blind spots, and how walking lobbies and working banquets unlocked new business opportunities in his hotels.
See more with Craig:
- Listen: People are the point of impact: How to create new beginnings and empower through leadership
- Listen: Transforming lives through hospitality: What inspired me to do more
- Listen: Be the change you want to see: My advice for hospitality leaders
- Watch: Follow Me and I Will Be Behind You
- Follow Craig on LinkedIn
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
In this episode, Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, shares why it’s time to go back to the basics of hospitality. Craig shares why leadership, presence, knowing your people, and engaging directly with guests still matter more than ever. Drawing on decades of experience, he offers practical reminders for hotel leaders seeking to build stronger teams, deliver better guest experiences, and build more resilient businesses.
See more with Craig:
- Listen: People are the point of impact: How to create new beginnings and empower through leadership
- Listen: Transforming lives through hospitality: What inspired me to do more
- Listen: Be the change you want to see: My advice for hospitality leaders
- Watch: Follow Me and I Will Be Behind You
- Follow Craig on LinkedIn
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
In this episode, Agnelo Fernandes, CEO of Cote Hospitality, shares his take on what will matter most for hospitality leaders in the year ahead. As technology and AI continue to accelerate, Agnelo argues that people and culture—not platforms or tools—will ultimately define the winners in the industry. He explores why the guest journey is becoming more complex, why labor challenges are structural rather than temporary, and why even the best technology fails without the right teams behind it. For hospitality executives navigating rapid change, this conversation offers an expert perspective on leadership, culture, and building long-term competitive advantage.
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
In this short update, Josiah shares how Hospitality Daily is evolving in the year ahead.
Ask your question here on LinkedIn
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
In this short episode, Craig Poole reflects on what Christmas reveals about leadership in hospitality and why this season is often when culture matters most.
You may also enjoy these from Craig:
- When Places Are Broken, Hospitality Can Lead With Hope
- Why Hospitality Creates Hope
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
In this episode, Craig Poole reflects on why hospitality is uniquely positioned to create hope—especially in broken or forgotten places. Drawing on his experience turning around marginalized properties and communities, Craig explains why hope isn’t something leaders can wish for but must actively build through selfless decisions and risk-taking. The conversation explores hospitality as a giving profession—and how hope emerges when leaders invest in people others overlook.
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
In this episode, Josiah Mackenzie speaks with Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, about hospitality’s unique ability to heal broken places. Craig shares how he approaches struggling hotels and communities by changing perception first—restoring dignity, self-esteem, and hope long before financial results follow. Drawing on real-world turnarounds, he explains why investing in people and engaging the surrounding community can transform not just a business, but an entire environment.
See more with Craig:
- Listen: People are the point of impact: How to create new beginnings and empower through leadership
- Listen: Transforming lives through hospitality: What inspired me to do more
- Listen: Be the change you want to see: My advice for hospitality leaders
- Watch: Follow Me and I Will Be Behind You
- Follow Craig on LinkedIn
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
In this episode, Rob Blood, Founder and Chairman of Lark, returns for a one-year check-in following Lark’s blockbuster deal with Life House. Rob reflects on what it actually takes to scale a hospitality company after the announcement—working through integration challenges, repairing trust, and intentionally building culture under pressure. The conversation explores how values are operationalized at scale, why storytelling and culture anchor identity, and what to look for in leaders when complexity increases.
You may also enjoy:
- Billion-Dollar Boutique Blockbuster: The Story Behind Lark Hotels’ Joint Venture with Life House
- How We Created An Award-Winning Boutique Hotel Management and Development Company - Meg Kennedy & Rob Blood, Lark Hotels
- Road Trips & Revelations: Fresh Ideas for Hospitality - Meg Kennedy & Rob Blood, Lark Hotels
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
In this episode, Josiah Mackenzie reconnects with Lynn Bruni-Perkins, Chief Marketing Officer of the San Francisco Travel Association, to talk about where San Francisco is right now and where it’s headed. Lynn shares how storytelling and hospitality play a central role in shaping a city’s future, from rebuilding civic pride to driving visitors to powering the economy. The conversation explores SF Travel’s “Believe in San Francisco” messaging platform, the importance of residents as ambassadors, and why welcoming people—especially in moments of change—matters more than ever for cities and the hospitality professionals who serve them.
- Watch "Believe in the City" on YouTube
- See the "Heart of the City" neighborhood series
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
In this episode, Josiah Mackenzie is joined by Danica Smith, guest experience correspondent for Hospitality Daily and founder of MorningStar GX, to discuss whether hoteliers should start “vibe coding” with AI.
Danica shares why she decided to experiment with building software herself, what surprised her most along the way, and how AI is removing long-standing technical barriers across hospitality roles. Together, they unpack where this creates real opportunity for operators, leaders, and advisors—and what still matters deeply as technology accelerates. For hospitality professionals curious about AI but unsure where to start, this conversation offers a practical perspective.
Resources:
- SheAI
- v0 by Vercel
- GitHub
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
In this episode, Josiah Mackenzie speaks with Mark Fancourt, cofounder and principal at TRAVHOTECH, and a former senior leader across global hospitality brands and technology companies. Their conversation moves beyond the typical AI talking points in our industry to examine the less-discussed implications for hospitality — from the workforce and robotics to shifting consumer demand and long-term industry sustainability. Mark offers a perspective shaped by decades of operational leadership and hands-on experimentation with emerging technologies.
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
In this sponsor bonus episode, Agnelo Fernandes, CEO of Cote Hospitality, shares how he and his team use ProfitSword by Actabl to manage hotel performance each day. He explains how real-time visibility into revenue, labor, and other costs enables better game-time decisions to drive profitability.
You may also enjoy:
- What Our "52 Games a Year" Mindset Reveals About Leading Performance in Hospitality - Agnelo Fernandes, Cote Hospitality
- "If We’re Not Using Technology, We’re Done": A CEO’s Wake-Up Call for Hospitality - Agnelo Fernandes, Cote Hospitality
- Your Reporting Is Killing Profitability (Here’s How to Fix It) - Lindsey Goedeker, Actabl
- Unlocking the Big Wins in Hotel Profitability Today - Steven Moore, Actabl
- The People Side of Data: How We Spend Less Time on Reports, More Time with Guests (And Still Thrive) - Shozib Khan, Spire 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
In this episode, Agnelo Fernandes, CEO of Cote Hospitality, shares how recent conversations during a trip to Northern California sharpened his perspective on the pace of technological change—and what it means for hospitality leaders. He explains why technology, and increasingly AI, is no longer just about efficiency, but a critical enabler of personalization, empowered teams, and delivering on the promise of hospitality. Agnelo also outlines the financial and operational pressures forcing the industry to rethink labor, data, and decision-making. For leaders navigating rising expectations and tighter margins, this conversation offers a clear-eyed view of what’s becoming non-negotiable.
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
In this episode, Agnelo Fernandes, CEO of Cote Hospitality,shares how he thinks about leading performance in a challenging operating environment. As demand flattens and costs continue to rise, Agnelo explains why labor is unlikely to return to "normal" anytime soon, how simplicity and adaptability have become competitive advantages, and why strong brands are built in moments. He introduces his “52 Games a Year” mindset, reframing performance as a season of wins and losses that requires constant adjustment rather than rigid plans. This episode offers hospitality leaders a practical, people-first perspective on driving sustainable performance without losing what makes hospitality work.
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
In this episode, Agnelo Fernandes, CEO of Cote Hospitality, takes us inside the thinking behind the company’s GUIDE mentorship program—designed to develop leaders from within while improving retention and strengthening culture. Agnelo explains why mentorship works best as a two-way relationship, how personal branding fits into leadership development, and why human connection—not hierarchy—is the foundation of meaningful growth. He also shares the tangible business outcomes Cote is seeing, from stronger retention to deeper engagement and a growing pipeline of future leaders. This conversation offers a practical, values-driven look at how mentorship can become a strategic advantage in 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
Agnelo Fernandes wanted to work in hospitality so badly that he removed his MBA from his resume just to land an entry-level job in the industry.
Today, he's the CEO of Cote Hospitality, and his path there was anything but traditional. In this episode, Agnelo shares the moments that pulled him away from investment banking, why he believes hospitality is actually harder than rocket science or brain surgery ("you're dealing with all senses at their highest alert level"), and the leadership philosophy that's guided his rise to the CEO role.
We explore his concept of "leading from any seat," why he's never followed just one mentor, and the practical habits that helped him stay relevant as technology transformed the industry. Whether you're early in your career or eyeing the top job yourself, there's something here for you.
Want more?
- Read Agnelo's profile on hertelier
- Watch Agnelo's story on It's Personal Stories
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
In this episode, Craig Poole reflects on how a lifetime in hospitality built the resilience and mindset he’s relied on while fighting cancer. He shares lessons drawn from decades of leadership — gratitude, selflessness, adaptability, and compassion — and explains why hospitality uniquely prepares people to face life’s hardest challenges. Craig also revisits his philosophy of leadership, community, and being “behind” the people you lead, and how that philosophy has taken on deeper meaning through illness. This is a thoughtful conversation about strength, service, and what hospitality teaches us far beyond our careers.
Resources:
- Listen: People are the point of impact: How to create new beginnings and empower through leadership
- Listen: Transforming lives through hospitality: What inspired me to do more
- Listen: Be the change you want to see: My advice for hospitality leaders
- Watch: Follow Me and I Will Be Behind You
- Follow Craig on LinkedIn
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
In this episode, Hospitality Daily host Josiah Mackenzie joins a roundtable of the top podcasters in hospitality for an unfiltered look at the stories that defined 2025 and what leaders can anticipate for the year ahead. Moderated by Katie Cline, host of Suite Success, the discussion brings together Zach Busekrus (Behind the Stays), David Millili and Steve Carran (The Modern Hotelier), and Glenn Haussman (No Vacancy) to unpack the realities behind luxury’s continued rise, loyalty’s identity crisis, AI hype versus impact, trade show fatigue, and how operators protected profitability in a challenging year. Drawing on hundreds of conversations each has had across the industry, this episode offers a grounded, experience-driven perspective on where hospitality stands today and the forces likely to shape 2026.
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
In this episode, we're learning from Craig Stanghetta, Founder and Creative Director of Ste Marie, about why the most successful hospitality concepts are designed around emotion rather than just aesthetics. Drawing on his background in theatre, Craig shares how story, risk, and a balance of comfort and wonder shape spaces guests actually return to. He also shares what emotional design looks like in an increasingly AI-driven world and why human connection remains hospitality's most durable advantage.
Want more?
- Listen to Craig's interview on Hospitality Design
- Check out Craig's work on Instagram or the Ste Marie website
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
In this special bonus episode, we break down Actabl's Q3 2025 Hotel Labor Benchmarking Data and explore what it means for hotel operators planning for 2026. Sarah McCay Tams, Head of Research and Editorial for HotelData.com, walks through the major trends shaping wages, overtime, headcount, and productivity across U.S. hotels. She’s joined by experienced operators Shanell Marinuzzi and Peter Kilbourne, who share practical insights on staffing models, forecasting accuracy, cross-training, and using overtime strategically. Listeners will come away with a clearer understanding of how top-performing hotels protected margins in 2025 -- and what to do now to better align labor with real-time demand in the year ahead.
Resources:
- See the charts: Q3 2025 Hotel Labor Benchmarking Data
- Read: How Hotels Used Labor Efficiency to Protect Margins in 2025
- Read: The Future of Hotel Labor Management: A Smarter, People-First Approach to Profitability
- Request a call with Actabl to learn about how they can help you right-size labor
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
In this episode, we're learning from Daniel Lauber, founder of CERVO Mountain Resort, in a conversation with our innovation correspondent Matthias Huettebraeuker about reimagining what hospitality can be today. Daniel shares how CERVO evolved from a modern hunting lodge concept into a holistic “way of living” rooted in community, culture, and connection. He explains why mindfulness and enjoying life can naturally coexist, what authenticity really means beyond alpine clichés, and how design, rituals, and programming can create meaningful spaces for guests, staff, and locals. For hospitality leaders, this episode offers a deeply thoughtful look at innovation, guest expectations, and the human side of building a resort that feels alive.
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
In this conversation, our guest experience correspondent, Danica Smith, interviews Matthew Bell, Managing Director at Mollie's, and former Chief Hotel Operations Officer at citizenM, about why so many digital initiatives continue to underperform. Matt explains how misaligned goals, over-engineered projects, and a lack of clear value metrics often hold hotels back, and why a more incremental, guest-led approach delivers better results. He also shares why personal devices, identity, and authentication will shape the next wave of guest experience innovation. Hospitality leaders will come away with a clearer framework for evaluating their tech stack and focusing on what actually delivers results.
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
In this solo Thanksgiving episode, Hospitality Daily founder and publisher Josiah Mackenzie reflects on the bright spots he saw across the hospitality industry this year—from operators protecting profit amid headwinds to a renewed respect for on-property teams and the smart use of technology to drive results. He highlights the leadership, culture, and operational fundamentals that carried the industry through a challenging period. Josiah also shares the personal gratitude he feels for the collaborators, contributors, and listeners who helped shape the show and his own learning this year.
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
In this conversation, our guest experience correspondent, Danica Smith, speaks with Matthew Bell, Managing Director at Mollie's, and former Chief Hotel Operations Officer at citizenM, about what it really takes to scale a hospitality brand without losing its soul and energy. Matt explains the “starfish principle” behind great organizational design, showing how cross-functional, self-contained teams stay closer to the guest experience and make better decisions at speed. He also shares how clarity of vision and the right strategic frameworks create autonomy for creative, ambitious teams.
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
Matthew Bell, Managing Director at Mollie's, shares the foundational ideas that shape his approach to building modern hospitality brands in this conversation with our guest experience correspondent, Danica Smith -- from applying critical thinking and experimentation to empowering frontline teams through an inverted-pyramid culture. Drawing on formative experiences and a decade leading operations at citizenM, he explains how assumptions are tested, how failure becomes learning, and why clarity of product and guest-centric design matter most when scaling. Bell also offers a first look at the evolution of Mollie’s as it expands from roadside motels into urban, design-led hotels and diners, revealing the principles he believes will define high-performing hospitality in the years ahead.
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
In this episode, we're learning from Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, in a conversation hosted by our innovation correspondent Matthias Huettebraeuker.
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
In this solo episode, Josiah shares why 2025 became the “Year of the Operator,” drawing on newly released hotel performance data and trends seen across the industry. He breaks down how top operators protected profitability despite softer-than-expected top-line performance and why operational excellence is emerging as the defining advantage heading into 2026. Josiah also explores the broader “virtuous cycle” that great operators create—connecting teams, guests, and financial performance—and invites leaders across hospitality to share the operational strategies and data stories shaping their work today.
- Read: Q3 2025 Hotel Profitability Report from HotelData.com by Actabl
- Listen: How Hotels Are Protecting Profit in 2025 (Despite a 15% Revenue Miss) - Lindsey Goedeker & Sarah McCay Tams, Actabl
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
In this episode, Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, shares how his team is reimagining food halls as vibrant “third places” that bring communities together. He explains why chef-driven concepts, flexible gathering spaces, and thoughtful experience design are fueling the rise of modern food halls, and what they reveal about how people want to connect today.
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
In this episode, Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, explains why strong operations are defining hospitality performance today. Drawing on experience shaped by quality management at Capella, operational leadership at Chick-fil-A, and his early career as a U.S. Air Force officer, Ryan outlines what great operators do differently: study their business as intentionally as they run it, develop their people with purpose, and commit to constant improvement.
He also breaks down the metrics, dashboards, and “listening posts” that reveal what’s really happening inside an operation — and why understanding the guest journey is essential to staying competitive.
Read the research:
- Q3 2025 Hotel Results: The Profit Story Behind the Numbers (Actabl)
- Q3 2025: How Hotels Pivoted to Protect Profitability (HotelData.com)
A few more resources:
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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
Ryan Magnon, now Chief Operating Officer at Ithaka Hospitality Partners, draws on nearly 14 years at Chick-fil-A to explain what hotels can learn from one of the country’s most consistently high-performing service brands. In this conversation, he breaks down the cultural foundations Chick-fil-A refuses to compromise on, from aligning teams around purpose to maintaining uncompromising standards of excellence. Ryan also shares how intentional performance study, leadership clarity, and high-support/high-expectation environments translate directly into stronger hotel operations. Hospitality leaders will come away with practical ideas for elevating culture, inspiring teams, and driving excellence without burnout.
Also see:
- Chick-fil-A's Drive-Thru Training Secret: Making 60 Seconds Count - Ryan Magnon
- How Baseball Taught a Future Hotel COO Time Management and Hospitality - Ryan Magnon
- How We Bring Independent Ideas to Life in Hospitality - Ryan Magnon & Scott Rohm, Ithaka Hospitality Partners
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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
Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, returns to explore the early experiences that shaped his approach to leadership today. In this episode, he reflects on his formative years as a young Air Force officer and the lesson that defined his career: learning to rely on the expertise of the seasoned leaders who led him. Ryan explains how humility, trust, and listening became the foundation of his leadership style. Hospitality leaders will hear how these principles continue to guide how he builds teams and drives excellence across a modern hotel organization.
A few more resources:
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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
Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, shares how his early experience as a bat boy for the Atlanta Braves shaped his approach to hospitality and time management. He explains how serving players taught him the fundamentals of anticipating needs, managing time with intention, and developing habits of personal excellence long before he entered the hotel business. This episode explores how those lessons still inform his leadership today and why they matter for anyone operating in hospitality.
A few more resources:
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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
In this final episode of our series with Chet Pipkin, founder of Belkin and an investor and advisor shaping innovation in education, sustainability, and hospitality, we zoom out to explore the major forces he believes will define the future. Chet reflects on how he recognized the rise of personal computing in the 1980s and shares the “next big waves” he’s watching now, including AI, energy, wellness, and the transformation of education.
We discuss how these shifts could influence how people live, learn, and engage with the world—and what that means for hospitality leaders seeking to create meaningful experiences in a rapidly changing environment. For anyone interested in understanding the broader context shaping guest expectations and opportunities ahead, this conversation offers a valuable perspective.
A few more resources:
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Chet Pipkin built Belkin into a billion-dollar global company, and today, he’s applying those same leadership principles in hospitality through Desolation Hotel in Lake Tahoe. In this conversation, he shares how his leadership philosophy has evolved and why empowering people at every level is essential to organizational health. At the end, Chet also reveals what he sees as the biggest risk leaders face as their organizations grow—and how to overcome it.
A few more resources:
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Chet Pipkin, founder of Belkin and Desolation Hotel, shares how he’s bringing decades of experience building one of the world’s largest consumer technology companies into the hospitality industry. From EV charging to booking systems and even something as simple as checking out a bike, Chet explains how he designs every touchpoint with technology to feel effortless.
In this episode, he breaks down his philosophy of removing friction, solving real problems, and keeping people—both guests and team members—at the center of the experience.
If you’ve ever struggled to make your technology truly work for you, this episode offers a clear, practical framework for simplifying systems and elevating service.
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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
When Chet Pipkin moved from founding Belkin to creating Desolation Hotel, he brought with him a deep curiosity about how people experience the world—and a lifelong habit of solving problems through design.
In this episode, Chet shares how he and his team built Desolation Hotel to create what he calls “aha moments”—those small surprises that make a guest’s stay effortless and memorable. From EV chargers and Dyson hair dryers to stocked kitchenettes and heated floors, every detail is intentional. But what matters most isn’t the amenities themselves—it’s the way Chet thinks about hospitality: removing friction, anticipating needs, and empowering guests to have the experience they want.
If you care about designing thoughtful guest experiences, leading with authenticity, and learning how product thinking can elevate hospitality, this conversation offers powerful insight into what true care looks like in practice.
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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
Chet Pipkin, founder of Belkin and now Desolation Hotel, shares how he’s applying decades of experience in innovation and leadership to reimagine what a hospitality business can be. After growing Belkin into a global technology brand, Chet turned his attention to creating meaningful, sustainable experiences in Lake Tahoe—guided by a one-page business plan rooted in simplicity, clarity, and purpose.
In this conversation, he explains the five principles behind Desolation Hotel, how focusing first on people leads to exceptional guest experiences, and why profitability and positive impact don’t have to be at odds. Listeners will gain insight into how clarity of intent can transform both business performance and community contribution in hospitality today.
Also see:
- Why I’m Building Hotels as "Immersive Portals" - Chet Pipkin, Desolation Hotel
- Reconnecting With What Feeds the Soul - Chet Pipkin, Desolation Hotel
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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
What makes someone who’s reached the highest levels of entrepreneurship and corporate leadership step into the world of hospitality? In this episode, Chet Pipkin—founder of Belkin and now Desolation Hotel—shares the experiences that shaped his vision of hotels as an "immersive portal."
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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
Today we’re kicking off a new series with Chet Pipkin, founder of Belkin, who’s now building Desolation Hotel — a hospitality brand rooted in nature, balance, and meaning.
In this episode, we get into why he’s doing this work. You’ll hear how time in nature grounds him, what “feeding the soul” means in a world of constant connection, and how that personal motivation is shaping the hospitality he’s now creating in the Lake Tahoe area.
A few more resources:
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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
In this episode, Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, shares reflections on leadership and inspiration with our innovation correspondent Matthias Huettebraeuker.
Drawing from his experience leading executive teams at the highest levels of hospitality, he reveals why the higher you rise in hospitality, the lonelier it can become, and why true leadership starts with how you lead yourself.
Jannes explains the importance of cultivating your own sources of inspiration and building teams that don’t depend solely on their leader for motivation. Listeners will come away with a more sustainable approach to leadership -- one that nurtures both individual well-being and organizational strength.
A few more resources:
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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
In this special bonus episode, we share a recent Actabl webinar where Head of Editorial Sarah McCay Tams and Senior Vice President Lindsey Goedeker unpack the real story behind 2025 hotel performance.
Access the slides with data from this presentation here <<
Drawing on data from thousands of U.S. properties, they reveal how operators protected profit despite a 15% revenue shortfall, and why agile labor management became the story of the year. Lindsey also shares what this means for 2026 planning, from grounding budgets in reality to building more responsive, data-driven operations.
More:
- Slides from this presentation & access to Q3 update webinar
- HotelData.com
- Learn more about Actabl
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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
In this episode, Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, joins our innovation correspondent Matthias Huettebraeuker to explore how hotels can design experiences that really meet guests' needs. Drawing from his background leading award-winning luxury properties such as The Beaumont in London, Jannes challenges the industry’s habit of thinking “solutions before problems.” He shares how re-centering on fundamental human needs—from rest and attention to connection and understanding—creates more meaningful, memorable stays.
A few more resources:
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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
In this conversation, Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, shares a contrarian view of hospitality in an age of abundance with our innovation correspondent Matthias Huettebraeuker. Drawing on two decades leading some of the world’s finest hotels, Jannes shares why fulfillment for many often comes not from comfort, but from challenge, purpose, and intentional living.
Together, they discuss how luxury hospitality can evolve beyond pampering and abundance to help guests sustain meaningful routines, pursue well-being, and reconnect with what really matters. For hospitality leaders, this episode offers a thought-provoking look at how difficulty may become the next true differentiator in a world where “more” is no longer enough.
A few more resources:
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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
In this episode, Jannes Sörensen—founder of Kepler Hotel Group and the Kepler International Hospitality Academy, and former General Manager of London’s award-winning Beaumont Hotel—joins our innovation correspondent Matthias Huettebraeuker to discuss what it really takes to lead consistent excellence in hospitality.
Building on yesterday’s conversation about service, Jannes explains why structure, systems, and culture—not endless SOPs—are the foundations that allow great hotels to deliver truly remarkable guest experiences. He shares lessons from his time leading The Beaumont on balancing discipline with creativity, developing leadership at every level, and creating a culture where consistent excellence becomes second nature.
A few more resources:
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're learning from Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, in a conversation hosted by our innovation correspondent Matthias Huettebraeuker. After years leading some of the world’s best hotels, Jannes shares why differentiation and success in hospitality today comes not from design or amenities, but from the emotional experience we create for guests.
He explains how hospitality education and leadership must evolve to drive competitive advantage in a world where service, empathy, and emotional intelligence matter. You’ll hear why luxury can no longer be defined by the size of a lobby or number of pillows, and how great hotels win by making people feel something.
A few more resources:
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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
What does it take to build a global career in travel and hospitality — one that spans brands at the top of our industry?
In this conversation, our career correspondent, and hertelier founder Emily Goldfischer, sits down with Carolyn Turnbull, the CEO of Nammos Hotels & Resorts, whose journey has taken her from Aman to Tourism Western Australia and beyond. Carolyn shares what she’s learned about leadership, trust, and building culture through change — lessons gained from decades working alongside some of hospitality’s most visionary people.
You’ll hear how she’s shaping Nammos’s global expansion, what it means to lead in the fast-growing ultra-luxury segment, and how relationships and focus have guided her every step of the way.
Want more? Read on hertelier: From Country Girl to CEO: Carolyn Turnbull on Why Nammos Is Hospitality’s Next Big Luxury Brand
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Eugene Leonard, General Manager of Hotel Café Royal in London, shares with our guest experience correspondent, Danica Smith (founder of MorningStar GX), how a 160-year-old landmark stays relevant to today’s luxury traveler. He explains his “zeitgeist” approach to guest experience, updating classic service touchpoints (yes, even shoe-shine) to match what modern, younger luxury guests actually use. Eugene also explains why arrival is the defining moment at Hotel Café Royal, how he builds a guest-first culture across front and back of house, and what it takes to compete in London’s ultra-competitive five-star market.
A few more resources:
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Eugene Leonard, General Manager of Hotel Café Royal in London, shares with our guest experience correspondent, Danica Smith (founder of MorningStar GX), his perspective on how technology is changing hospitality now in real ways. From managing 90 disconnected systems to creating one unified guest experience, Eugene explains how better integration and AI tools can help hoteliers make faster, better decisions -- without losing the human touch that is the bedrock of great service.
He also explores how personalization starts with listening, and how his team turns small, intentional moments into powerful guest insights. For anyone curious about where hotel tech is headed (and how to keep it authentically human) this conversation offers a grounded, forward-looking view from one of luxury hospitality’s most credible voices.
A few more resources:
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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
In this episode, you'll hear an excerpt of Josiah Mackenzie's conversation with Sloan Dean on the Not Done podcast, where he talks about the state of hospitality technology from his perspective as head of marketing at Actabl: what’s working, what’s not, and what leaders can do right now to drive change.
They explore why tech adoption in hotels has often lagged, how poor rollouts can backfire, and what it takes to align innovation with the realities of operations and profitability. Josiah shares his personal motivation for working in hotel technology -- empowering the people who power hospitality -- and outlines where he sees opportunity today: in digitization, better processes, and technology that actually saves time and improves profit margins.
Want more? Listen to Josiah's full conversation with Sloan on Not Done here
Learn more about Actabl here, and their Digital Night Audit technology here.
More related episodes:
- The Magic Wand Question: Building Digital Night Audit (and Hotel Tech That Matters) - Brian Blanda & Stephen German, Actabl
- More conversations about hospitality technology with Actabl's team
- More conversations with Sloan Dean
A few more resources:
- If you're new to Hospitality Daily, start here.
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- 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
In this episode, Abigail Tan, CEO of St Giles Hotel Group, joins our correspondent and hertelier founder Emily Goldfisher to share the story behind Hotels with Heart, a program using hospitality to provide housing, training, and new opportunities for people experiencing homelessness. Started during the pandemic, the initiative has grown into a full-fledged Hospitality Academy that equips participants with skills, confidence, and pathways to employment. Abigail’s vision shows how hotels can go beyond business to become platforms for community and compassion.
Also see:
- Offering Hope Through Hospitality: How We Worked with St. Giles Hotels to Create Opportunities for our Community - Greg Früchtenicht, Saira Hospitality
- Herstory: Abigail Tan on Leading St Giles and Building Hotels with Heart
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
In this episode, St Giles Hotel Group CEO Abigail Tan shares how her approach to leadership has evolved from self-discovery to creating a culture people can feel. Speaking with our career correspondent and hertelier founder Emily Goldfisher, Abigail reflects on the values that guide her decisions, the lessons she’s learned as both a CEO and mother, and why authentic leadership and organizational behavior matter more than ever in hospitality.
She discusses how she’s built a loyal team—many with decades of tenure—by leading with empathy, clarity, and purpose, and how redefining risk as “adventure learning” continues to shape her growth. Listeners will take away actionable insights on building strong cultures and leading with humanity in an evolving industry.
Also see:
- Offering Hope Through Hospitality: How We Worked with St. Giles Hotels to Create Opportunities for our Community - Greg Früchtenicht, Saira Hospitality
- Herstory: Abigail Tan on Leading St Giles and Building Hotels with Heart
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
In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how hospitality can play a powerful role in rebuilding a community after crisis.
Following two devastating wildfires and months of road closures that cut local business revenue by up to 90%, Gregory has become a leading advocate for why hospitality matters — not only for travelers, but for the people and small businesses who depend on it. He discusses Malibu’s path to recovery, the importance of local collaboration, and how hotels can help re-energize entire communities through connection, care, and leadership.
This episode offers a hopeful look at how hospitality leaders can help communities recover — and thrive — in the face of disruption.
A few more resources:
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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
In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares what it was like to lead his team and guests through two devastating wildfires that struck Malibu just 30 days apart.
Gregory recounts how preparation, calm leadership, and a deeply rooted service culture guided every decision, from midnight evacuations to supporting displaced residents and first responders. He explains how an “inverted org chart” approach empowered his team to act quickly under pressure and why culture and readiness are the true foundations of resilience.
This conversation offers a firsthand look at crisis leadership in hospitality and what it takes to stay grounded, decisive, and human when everything around you is in chaos.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how listening attentively to guests and empowering staff to act with autonomy define his approach to five-star hospitality. Building on yesterday’s discussion about the Malibu Beach Inn’s turnaround, Gregory explains how a culture of trust and responsiveness enables his team to deliver deeply personal guest experiences. You’ll also hear a story from Josiah’s own stay that illustrates how this philosophy comes to life in practice.
For hospitality professionals aiming to elevate service and strengthen guest relationships, this episode offers a practical look at what world-class hospitality really looks like today.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how he led a complete turnaround of this stunning oceanfront property in just two years -- a journey that took it to the top of luxury hospitality.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, reflects on how formality and luxury have evolved across different hospitality environments.
Gregory shares formative lessons from his early career, from discovering true luxury at Pebble Beach Resorts to being mentored by industry leaders and later managing at Fairmont, where excellence took on a different meaning.
He discusses how definitions of formality and guest expectations vary by culture and region, and how today’s leaders can balance tradition with authenticity to create memorable guest experiences.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, our innovation correspondent Matthias Hüttebräuker explores the power of hotel design with LIND + ALMOND's Pernille Lind, the award-winning designer behind Hotel Sanders in Copenhagen and The Newman in London. Together, they examine how thoughtful design influences how guests feel, move, and connect.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Chris Green, President of Humanitarian Hotels, shares what gives him hope in hospitality today. As the industry faces rising costs and flat forecasts, he explains how leaders can rebuild optimism through care, connection, and investing in their people.
Also see:
- Hospitality as an Engine for Generosity: How Humanitarian Hotels Operates with Excellence & Gives Away 100% of Profits
- Called to Use Your Gifts for Good (podcast w/ Fr. Mike Schmitz)
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Chris Green, President of Humanitarian Hotels, shares how his organization gives away 100% of its profits to charity -- while operating with world-class excellence. He explains how hospitality can become an engine for generosity, where every associate, guest, and community benefits -- and challenges us to rethink what it means to pursue what's good.
Links to learn more:
- Humanitarian Hotels Founder's Story
- Business as a Force for Good: The Humanitarian Hotels Story (video with Glenn Haussman)
- Called to Use Your Gifts for Good (podcast w/ Fr. Mike Schmitz)
- Pulte Family Charitable Foundation
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Oscar Serrano shares how UMusic Hotels, a joint venture between Universal Music Group and UMusic Hospitality & Lifestyle, is reimagining hospitality at the intersection of music, entertainment, and culture. He explains how the concept evolved from the idea of connecting music superfans with real-world experiences to opening the first property in Madrid, complete with live performances, retail collaborations, and cultural programming.
Also see from Oscar: How Operational Insight Fuels Commercial Success in Hospitality
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this conversation, Oscar Serrano shares how his deep operational experience has shaped the way he leads commercial strategy today. From growing up in Majorca—where tourism is part of daily life—to leading global hospitality brands, Oscar explains why understanding every aspect of operations is essential to delivering both exceptional guest experiences and strong business results.
You’ll hear how this operational mindset influences sales, marketing, and brand development at UMusic Hospitality, and why the most successful commercial leaders never lose sight of the guest journey.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this conversation hosted by Nancy Mendelson, hospitality marketing veteran Victoria Feldman de Falco, principal and co-founder of Redpoint, shares how consistent communication — even in challenging times — can drive long-term success for hospitality businesses.
With more than four decades of experience shaping stories for hotels, destinations, and cruise lines, Vickie has been recognized as one of HSMAI’s Top 25 Extraordinary Minds and received the organization’s Winthrop W. Grice Award for Lifetime Achievement. Drawing from crises like 9/11, the Great Recession, and the pandemic, she explains why cutting PR is a costly mistake — and how steady, credible storytelling protects brand visibility, strengthens relationships, and positions businesses to rebound faster.
Vickie and Nancy also discuss how to recalibrate communications strategies when budgets are tight, the rising importance of earned media in AI-driven search, and why relationships — not transactions — remain the foundation of effective hospitality marketing.
For anyone making tough budget decisions or leading through uncertainty, this episode offers clear perspective and actionable lessons on how to keep your brand visible, trusted, and ready for recovery.
Also see: Marketing × Operations: Teamwork for Topline Growth in Hospitality
Read the article on hertelier: Hospitality PR in an AI World: Victoria Feldman de Falco on Ideas, Credibility, and Risk-Taking
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this conversation hosted by Nancy Mendelson, hospitality marketing veteran Victoria Feldman de Falco, principal and co-founder of Redpoint, shares how marketing, PR, and operations teams can work together to drive topline growth in hospitality. Drawing from more than four decades of experience leading bold, award-winning campaigns, Vickie explains why communications shouldn’t operate in silos — and how general managers play a crucial role in aligning strategy across the business.
You’ll hear stories that bring this to life, from creative campaigns like Cyber Monday for Hotels and Baggage Buyback to the operational realities that make or break great ideas. The conversation highlights how risk tolerance, collaboration, and clear communication can turn marketing initiatives into lasting brand value — and why PR deserves protection, not cuts, when budgets tighten.
If you’re focused on performance and looking for ways to strengthen collaboration across your hospitality teams, this episode delivers both perspective and practical examples you can put to work right now.
Read the article on hertelier: Hospitality PR in an AI World: Victoria Feldman de Falco on Ideas, Credibility, and Risk-Taking
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Steven Moore, CEO of Actabl, shares insights from his recent presentation at The Lodging Conference on how hotel owners and operators are finding wins in a challenging market. He explains how owners and operators are protecting profitability by focusing on the two biggest drivers of performance today: labor and culture.
Steven discusses why labor represents the most powerful lever in hotel profitability, sharing data-backed examples of both success and failure, and explores how building a culture of transparency, accountability, and empowerment can drive both engagement and financial results.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Josiah Mackenzie talks with Steven Moore, CEO of Actabl, about what makes The Lodging Conference such a special event for hospitality leaders. Together they explore the conversations, connections, and collaborations that define the conference -- and what those dynamics reveal about how the hotel industry really works. Listeners will take away insights on building stronger relationships, communicating effectively, and creating events and environments that benefit everyone in hospitality.
Download Actabl's presentations and more in this "digital swag bag"
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What’s really happening with AI in hospitality right now?
In this episode, Josiah Mackenzie explores this with Drew Potter of Actabl, who brings a rare mix of hotel operations experience, hands-on AI experimentation, and a technology-provider perspective. Fresh from the Destination AI Summit in Washington, DC, Drew shares what’s changed over the past year, what’s actually working inside hotels today, and where guest expectations are heading next.
From analyzing guest feedback with AI to preparing for LLM-driven discovery, this episode offers a grounded look at how technology is reshaping hospitality right now.
Read Drew's article: Destination AI Summit 2025: A Turning Point for Hospitality
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Andrew Arthurs, President and Chief Operating Officer at Actabl, and former CIO for some of the world’s largest hotel management companies, shares how AI and smart data use are elevating the associate experience in hospitality. He explains why digitizing manual workflows isn’t just about efficiency but about empowering teams and improving operations. You’ll hear his perspective on where to start, how to approach data strategy, and why the best tech initiatives begin with understanding the work people do every day in the world of hospitality.
Also see: Why Great Hospitality Leaders Always Return to the Front Desk
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Andrew Arthurs, President and Chief Operating Officer at Actabl, shares how hospitality professionals can accelerate their careers by creating value through problem-solving. Drawing on his experience as a former Chief Information Officer for major hotel management companies, Andrew explains why the most successful leaders start by asking the right questions, focusing on the real problems to solve rather than the technology itself. He also reveals a simple framing question that helps you identify opportunities to drive value in your role, scale solutions across properties, and unlock career growth in the process.
Also see: Building Trust & The Network Effect in Hospitality
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Andrew Arthurs, President and COO of Actabl, joins us to discuss one of hospitality’s biggest challenges: managing labor costs. Drawing on his experience leading at the largest hotel management companies and his recent articles in Hotel Management, Andrew shares how top hotel operators are enhancing labor efficiency through cross-functional collaboration and data-driven decision-making.
Read Andrew's articles:
- Hotel's talent crisis is getting worse: How empathy can help
- Labor costs, talent retention & the profitability equation now
Learn more about Hotel Effectiveness by Actabl
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
This week, Josiah Mackenzie and Andrew Arthurs are in Phoenix for The Lodging Conference, talking about what’s top of mind for hotel owners and investors today. Andrew, who is President and COO of Actabl, shares how the smartest owners are thinking about people, partnerships, and technology to protect and grow asset value.
Also see: Building Trust & The Network Effect in Hospitality
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Andrew Arthurs was previously CIO for some of the world’s largest hotel management companies and is now President and Chief Operating Officer of Actabl, embodying what it looks like to live and lead with hospitality.
In this episode, Andrew teaches us about the network effect in hospitality: how trust and relationships built over time shape careers, companies, and leadership.
Also see:
- Brené Brown's "marble jar" analogy and building trust
- Why Great Hospitality Leaders Always Return to the Front Desk - Andrew Arthurs
A few more resources:
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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
Before her role today at Actabl, Shanell Marinuzzi learned the importance of "speaking owner" as a hotel general manager, connecting her work building culture and driving performance in a way that resonates with investors. In this episode, she shares how knowing the numbers, aligning team goals, and translating results into owner-friendly language helped her drive buy-in and deliver results.
A few more resources:
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this special bonus episode, Megan Yagoda Kaplan, Senior Vice President of Customer Experience at Actabl, explains how hotel leaders can unlock performance from technology by partnering with customer success teams. With a background in consulting and a team of former hoteliers, Megan shares how Actabl helps operators align tech adoption with strategic goals and measurable outcomes. This episode shows why customer success is the key to driving real results in hospitality today.
Links:
- Request a conversation with Actabl
- Story: Hotel Equities Invests in the Actabl Platform to Scale with Purpose
- Story: How Commonwealth Hotels Connected Labor and Finance to Drive Profitability Across Its Portfolio
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Before her role today at Actabl, Shanell Marinuzzi built a reputation as a hotel fixer, turning around underperforming properties. In this episode, she shares how relying on pen, paper, and spreadsheets became a limiting factor for her -- and how technology gave her time back to focus on guests and her teams. She also explains why adoption is the real key to results, and what leaders can do to make new tools stick.
Also see:
- The Hotel Fixer: Turning Around Performance Through Leadership and Culture
- From Cost to Catalyst: Rethinking Hotel Labor Strategies for 2026 and Beyond
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Shanell Marinuzzi has been called in again and again to turn around underperforming hotels. In today’s episode, she shares how she did it: building culture, lifting morale, and driving performance without big budgets.
Also see: This Is Where Hotel Teams Win or Lose Today - Shanell Marinuzzi
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we hear from Shanell Marinuzzi -- a hospitality leader known for turning around hotel performance and building strong teams -- who now helps hotel companies through her work at Actabl.
She begins by recapping insights from a recent Hotel Investment Today webinar on labor strategies, and then shares why she believes it’s moments like these that make or break hotel teams. You’ll hear practical ways she led through tough times, empowered staff, and built a winning culture.
Also see: From Cost to Catalyst: Rethinking Hotel Labor Strategies for 2026 and Beyond
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Podcasts are a powerful way for hospitality leaders to share stories and ideas, but being a great guest takes preparation. In this solo episode, Josiah Mackenzie shares lessons from 1,000+ interviews on how to prepare, communicate with confidence, and create value for listeners.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Claudio Meli, Virtuoso’s Hotelier of the Year and General Manager of THE PLACE Firenze, shares how he redefines luxury by connecting guests to the city’s artisans and cultural heritage. In this conversation, he explains the creation of The Place of Wonders, a foundation that supports Florence’s craftspeople while offering travelers rare access to workshops normally closed to the public.
Meli also discusses the broader impact on community, sustainability, and overtourism, showing how longer, more engaged stays benefit both guests and locals. Hospitality leaders will find lessons here in creating unique, purpose-driven experiences that cannot be replicated anywhere else.
You may also enjoy:
- DJ to "Hotelier of the Year": Meet Claudio Meli
- No Check-Ins: Redefining Luxury with "Sartorial Hospitality" - Claudio Meli, THE PLACE Firenze
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Virtuoso’s Hotelier of the Year for 2025, Claudio Meli, General Manager of The Place Firenze, shares why true luxury begins at arrival, how "sartorial hospitality" creates unforgettable experiences, and what hospitality leaders everywhere can learn from rethinking the guest journey from the ground up.
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we get to know Virtuoso's "Hotelier of the Year" for 2025, Claudio Meli, General Manager of THE PLACE Firenze.
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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
Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share the non-negotiable at the core of her leadership philosophy: caring deeply — or, as she puts it, "giving a ****." In this candid conversation, Dina explains how purpose-driven leadership connects personal values with guest experience, culture, and sustainability. She reflects on aligning her career with her ethos, creating spaces that enable meaningful memories, and why leaders must believe before asking their teams to. Hospitality leaders will find practical inspiration in this simple but powerful approach to leading with conviction and clarity.
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
Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how she would approach the first 30 days of leading a new hotel. Instead of relying on a pre-set formula, Dina explains why she treats the city itself like a resort -- drawing on local culture, parks, and other businesses as amenities that elevate the guest experience. She also shares how engaging associates unlocks creative ideas and how win–win community partnerships can drive both guest satisfaction and local impact.
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
Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how her team built “Chat Pineapple,” an in-house AI tool that connects guest insights across systems. More important than the technology, Dina says, is the culture that empowers teams to act creatively on that information -- turning surveys, reviews, and guest histories into memorable experiences. You’ll hear what surprised her most about pre-stay guest responses, how the workflow scaled a long-standing culture of surprise and delight, and why the human element is the true driver of personalization in hospitality.
See our previous episodes with Dina:
- How Staypineapple Enables Every Employee to Surprise and Delight - Dina Belon, Staypineapple
- Our Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels
- "Best Employer": The Secrets Behind Our Winning Strategy for People-First Culture - Dina Belon & Mike Hirschler, Staypineapple Hotels
- 3 Stories, 1 Mission: Our Journeys to Hospitality Leadership - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple Hotels
- AI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels
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
In this episode, we continue our series with Dina Belon, President of Staypineapple, in a conversation hosted by our guest experience correspondent, Danica Smith. Dina shares why kiosks don’t belong in her hotels, what that reveals about the role of technology in the guest experience for her company, and how independent hoteliers can compete with big brands by choosing the right tech partners.
See our previous episodes with Dina:
- How Staypineapple Enables Every Employee to Surprise and Delight - Dina Belon, Staypineapple
- Our Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels
- AI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels
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
In this episode, we continue our series with Dina Belon, President of Staypineapple, in a conversation hosted by our guest experience correspondent, Danica Smith. Building on yesterday’s discussion about empowerment, Dina shares the practical ways Staypineapple frees its teams to focus on people.
You’ll hear how they eliminate SOPs and scripts, centralize administrative work to keep managers out on the floor teaching their teams, and use intuitive technology that supports rather than hinders human connection. Dina also explains why authenticity matters more than uniforms or rigid rules -- and how creating this environment helps their people thrive.
See our previous episodes with Dina:
- How Staypineapple Enables Every Employee to Surprise and Delight - Dina Belon, Staypineapple
- Our Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels
- "Best Employer": The Secrets Behind Our Winning Strategy for People-First Culture - Dina Belon & Mike Hirschler, Staypineapple Hotels
- 3 Stories, 1 Mission: Our Journeys to Hospitality Leadership - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple Hotels
- AI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels
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
In this episode, we welcome back Dina Belon, President of Staypineapple, for a conversation with our guest experience correspondent, Danica Smith. Dina shares how Staypineapple empowers every team member to bring their full, authentic selves to work -- and how that translates into deeply personal guest experiences. From interviewing every employee to capture their passions, to connecting those passions with guest stories, Dina shows why empowerment, not SOPs, is the foundation of their culture.
See our previous episodes with Dina:
- Our Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels
- "Best Employer": The Secrets Behind Our Winning Strategy for People-First Culture - Dina Belon & Mike Hirschler, Staypineapple Hotels
- 3 Stories, 1 Mission: Our Journeys to Hospitality Leadership - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple Hotels
- AI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels
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
In this episode, Barbara Muckermann, CEO of Kempinski Hotels, reflects on her journey to the top and how she’s working to elevate more women into leadership roles across the company. She shares how turning perceived weaknesses into advantages has helped her career, why she believes creating opportunities—not protections—is key for women leaders, and the importance of building trust and transparency as a CEO. Barbara also offers practical advice for aspiring executives on playing to strengths, preparing thoroughly, and developing an authentic leadership style.
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
In this episode, Hospitality Daily careers correspondent Emily Goldfischer, who is also founder and editor-in-chief of hertelier, sits down with Barbara Muckermann, CEO of Kempinski Hotels. Barbara reflects on her first year leading the world’s oldest luxury hotel brand, drawing on lessons from her career in the cruise industry. She shares insights on the “secret sauce” behind Kempinski’s culture of genuine hospitality, why an asset-heavy approach matters for growth, and how the brand is positioning itself for the future. Hospitality leaders will come away with fresh perspectives on service, strategy, and sustaining legacy in a competitive market.
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
In this episode, Hospitality Daily careers correspondent Emily Goldfischer, founder and editor-in-chief of hertelier, sits down with Barbara Muckermann, CEO of Kempinski Hotels. As the first woman to lead the 162-year-old luxury hotel group, Barbara shares her remarkable career journey from shaping the cruise industry to steering one of hospitality’s most iconic brands. You’ll hear lessons from leading through crisis, navigating global scale, and balancing heritage with reinvention.
Read on hertelier: How Barbara Muckermann Went from Cruises to the Helm of Kempinski
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
In this episode, Leora Halpern Lanz, award-winning hospitality marketing leader and Associate Professor at Boston University’s School of Hospitality Administration, shares how visibility can directly impact guest satisfaction. Using a real-world hotel case study, she shows why physical and digital visibility matter as much as the investments we make in renovations.
Leora challenges hospitality leaders to think beyond promotion, asking whether we’re measuring the right things and whether our marketing reflects true care for guest wellness. You’ll hear why authentic engagement across touchpoints not only elevates the guest experience but also drives higher satisfaction scores.
If you’ve ever wondered why great ideas and investments don’t always translate into results, this conversation offers practical insights on turning visibility into value.
Learn more about her new book, Developing Your Marketing Mindset.
Also see: Developing Your Marketing Mindset: A Guide for Hospitality Professionals
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
In this episode, we’re joined by Leora Halpern Lanz: author, hospitality marketing expert, and professor at Boston University’s School of Hospitality. With her new book, Developing Your Marketing Mindset, coming out today, Leora shares why marketing isn’t just for marketers, but a mindset every hospitality professional needs.
You’ll learn how critical and strategic thinking can enhance your approach, why hospitality and marketing are deeply intertwined, as well as lessons from teaching experiential marketing and collaborating with hotels and restaurants on real-world projects.
Whether you own, operate, or lead in hospitality, this conversation will help you think differently about marketing and why it matters now more than ever today.
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
Parents of children with special needs rarely get the rest they need, and Jimmy Peña set out to change that. Drawing on his career in private estate leadership and luxury hospitality, he founded Jordan's House, a nonprofit bed and breakfast offering world-class food, spa experiences, and radical hospitality at no cost to caregiving parents. In this episode, Jimmy shares how Jordan’s House began and why “over-the-top” hospitality matters for exhausted families. Listeners will walk away with a powerful reminder of hospitality's ability to restore, renew, and transform lives.
Learn more about Jordan's House here, and follow @ItsJordansHouse on Instagram for more.
You may also enjoy from Jimmy:
- Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and Moments
- Heart, Hustle & the Simple, Brutal Beauty of Hospitality
- Hiring for Heart, Turning "Opportunity Guests" into Advocates, and Avoiding Counterfeits
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
In this episode, we learn from Jimmy Peña, Director of Estate Operations for a private, ultra-high-net-worth individual. Jimmy shares how private estate hospitality demands service that exceeds even the most elite hotels, with every meal treated "like the Super Bowl." He explains the nuances of serving at this level, the daily practices that drive excellence, and how lessons from private estates can be applied to any hospitality business. Listeners will come away with a rare inside look at hospitality at its most exclusive - with insights they can use to elevate their own business.
You may also enjoy from Jimmy:
- Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and Moments
- Heart, Hustle & the Simple, Brutal Beauty of Hospitality
- Hiring for Heart, Turning "Opportunity Guests" into Advocates, and Avoiding Counterfeits
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
What does it take to select and lead people who can deliver authentic hospitality at the highest level? In this episode, we learn from Jimmy Peña, a private estate manager in Beverly Hills and a former member of the Ritz-Carlton quality audit team, who helped shape service excellence across Forbes 5-Star and AAA 5-Diamond properties.
Jimmy shares why hiring for heart and hustle is non-negotiable, how he frames service recovery by training teams to see “opportunity guests” instead of “problem guests,” and why he uses the concept of “counterfeits” to reinforce the language, behavior, and standards that define great hospitality.
You may also enjoy from Jimmy:
- Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and Moments
- Heart, Hustle & the Simple, Brutal Beauty 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
Jimmy Peña believes hospitality comes down to two essentials: heart and hustle. In this conversation, the Beverly Hills estate manager and former Ritz-Carlton quality auditor shares what he learned shaping service excellence across Forbes Five-Star and AAA Five-Diamond properties. Jimmy reflects on the mentors who guided his career, the power of checklists and standards, and the stewardship mindset required to balance service and profit. Hospitality leaders will find practical lessons on creating dignity, empathy, and excellence in every detail.
You may also enjoy from Jimmy: Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and Moments
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
Jimmy Peña is a hospitality executive, best-selling author, and nonprofit leader whose career spans luxury hotels, estate operations, publishing, and ministry. A graduate of Baylor University and the University of Texas at Tyler, Jimmy began in the world of health and fitness — becoming Worldwide Fitness Editor for Muscle & Fitness and M&F Hers, co-writing the New York Times bestseller Extra Lean with Mario Lopez. But as he explains in this episode, a childhood experience of “radical hospitality” shaped his view of service and ultimately led him to the Ritz-Carlton, where he earned the prestigious Leader of the Year Award and discovered hospitality as his true calling.
Today, Jimmy serves as Director of Estate Operations for a private, ultra-high-net-worth individual, overseeing world-class service standards and asset management. He also consults with families, estates, and businesses, helping them elevate their operations and culture by drawing on Ritz-Carlton–inspired practices.
In this conversation, Jimmy reflects on what he’s learned along the way — from the role of structure and standards in elevating service, to why stewardship is central to hospitality, and how caring for people, places, and moments brings both delight and dignity to the work we do. Listeners will come away with a deeper understanding of service as stewardship — and how to lead with both heart and excellence in every guest experience.
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
In this episode, Jan Freitag of CoStar and Jamie Lane of AirDNAjoin Hospitality Daily host Josiah Mackenzie to unpack what’s really happening in our industry now. We talk about the convergence of hotels and short-term rentals, the widening gap in demand between luxury and the rest of the market, and how return-to-office policies are reshaping travel. You’ll also hear insights into supply, loyalty convergence, and where opportunities exist for owners and operators today.
🔗 Explore more from today’s guests:
- Jan Freitag: Tell Me More Podcast, CoStar Hotels & our earlier episode on Hospitality Daily
- Jamie Lane: STR Data Lab Podcast, AirDNA & our earlier episode on Hospitality Daily
🎧 Podcasts mentioned:
- Pivot with Scott Galloway & Kara Swisher
- All-In Podcast
- Hard Fork – NYT
- The Slowdown with Maggie Smith
- On Being with Krista Tippett
- The Distribution by Juniper Square
- AI Daily Brief
- AI & I by Every
- Deep Questions with Cal Newport
- Willy Walker Webcast
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
Ryan Bukstein has spent his career shaping people-driven brands, from his early work at Ace Hotel to leading marketing at Vacation, and now as a consultant. In this conversation, he shares how collaboration, contrarian thinking, and a love of Japan are coming together in his latest project: a curated travel experience with the founders of clean beauty brand Dam Dam.
More episodes with Ryan:
- Ace Hotel’s Early Days: Punk Spirit and Hospitality Innovation
- The Art of Turning Curiosity into Brand Equity: Lessons from Ace Hotel to Vacation & Beyond
- Why Mentorship Matters Now More Than Ever
Learn more about Ryan's firm, SMPL, 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
Independent hospitality is quickly growing in popularity, but discovery remains a big challenge for both travelers and operators. In this conversation, Brett McManus, owner of Après Inn in Killington, Vermont, and founder of Inndependent Stays, explains how he’s addressing this gap. We discuss the costs of relying on OTAs, the power of people-first storytelling, and how AI-driven matching could reshape how travelers discover independent hospitality experiences.
Learn more about Inndependent Stays and follow @InndependentStays on Instagram.
See our other episodes:
- Fresh Insights From First-Time Hoteliers on Hospitality, Community & Accidentally Going Viral - Brett and Casey McManus
- Highs and Lows of Hospitality in 2025: What First-Time Innkeeper Brett McManus Learned About Guest Experience, Operations, and Tech [1-Year Check-In]
- How We Bring Independent Ideas to Life in Hospitality - Ryan Magnon & Scott Rohm, Ithaka Hospitality Partners
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
A year ago, Brett and Casey McManus went viral for transforming a rundown Vermont roadside motel into a thriving new hospitality concept: Après Inn in Killington, Vermont. In this follow-up conversation, Brett reflects on what he’s learned as a first-time innkeeper: the highs and lows of running a seasonal business, what technology actually enables, and why guest conversations drive reviews and revenue. He also shares lessons from expanding to a second property, the efficiencies that come with scale, and why overlooked motels may represent hospitality’s next big opportunity. Listeners will come away with candid insights into the realities of operating, investing, and innovating in hospitality today.
More:
- Listen to our first episode: Fresh Insights From First-Time Hoteliers on Hospitality, Community & Accidentally Going Viral
- Connect with Brett on LinkedIn
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
In this episode, Ryan Magnon, Chief Operating Officer of Ithaka Hospitality Partners, shares a valuable lesson from his experience leading training at Chick-fil-A. While speed, accuracy, and consistency mattered in the drive-thru, the real differentiator was hospitality: how team members made guests feel in just 60 seconds.
Ryan explains how Chick-fil-A trains frontline employees, many of whom are just 17 or 18 years old, to view each guest not as an order, but as a person with challenges and opportunities to be cared for. This approach transformed transactions into moments of genuine connection.
For hospitality leaders, Ryan’s story highlights how small interactions can shape big impressions, and why training to focus on human connection may be the most powerful investment you can make.
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
Hospitality excellence doesn’t happen without leadership excellence, and in this episode, we hear why from two senior leaders at Ithaka Hospitality Partners. Scott Rohm, Chief Development Officer, and Ryan Magnon, Chief Operating Officer, both built their careers under Horst Schulze at The Ritz-Carlton before their current roles at Ithaka.
They share how leadership becomes the real "insurance policy" for hotel owners, why the best companies focus on selecting and developing the right leaders, and how small shifts in structure and culture can transform entire organizations. Along the way, you’ll hear practical lessons, from the daily responsibilities of leaders, to creating environments where people thrive, to a Shanghai dining room story that reveals the hidden power of leadership in action.
For hospitality executives, this conversation offers both a strategic perspective and actionable takeaways for building stronger organizations and better guest experiences.
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
In this conversation, you’ll hear from Scott Rohm, Chief Development Officer, and Ryan Magnon, Chief Operating Officer of Ithaka Hospitality Partners, about how they’ve turned vision into reality across teaching hotels, culinary projects, food halls, and independent hospitality developments.
We discuss how Ithaka’s roots at Auburn University shaped their approach, what they’ve learned about partnering with owners to create distinctive projects, and why independent hospitality (with the right operating partner) can be powerful.
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
Budget season can be stressful for hotel leaders, but in this episode, Stephen German, SVP of Product at Actabl, shares how technology is helping hoteliers move from spreadsheets and guesswork to smarter, data-driven decisions.
Stephen explains how ProfitSword provides hotel leaders with real-time visibility, alignment across properties, and powerful comparison tools, making budgeting faster and more accurate. He also highlights how recent product investments are streamlining workflows, reducing bottlenecks, and turning days of work into hours.
For hoteliers seeking to reduce stress and build confidence in their planning process, this conversation provides practical insights into how technology can make a real difference this year.
If you enjoyed this, you may also enjoy our other episode with Stephen: The Magic Wand Question: Building Digital Night Audit (and Hotel Tech That Matters)
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
In this episode, The Hotel Financial Coach, David Lund, shares how to survive and thrive with proactive planning for 2025 and 2026.
Also see:
- David's book, The Prosperous Hotelier
- David's blog
- Advice for Budget Season (earlier episode with David)
- Elevating Your Career through Financial Education (earlier episode with David)
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
In this episode, Steven Hesketh, CEO of Savvy Hotel Group and founder of Hospitality Hero, shares why recognition and kindness are essential in hospitality. From award-winning stories to everyday acts of appreciation, Steven explains how recognition transforms careers and builds stronger team cultures.
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
In this episode, Steven Hesketh, CEO of Savvy Hotel Group, founder of Hospitality Hero, and author of the upcoming book Bee Our Guest, shares why hospitality matters now more than ever. He talks about inspiring the next generation to see hospitality as a meaningful career, and why kindness is central to our lives and work.
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
Jonathan Tisch, Executive Chairman of Loews Hotels, closes our series with reflections on what defines truly great hospitality executives. In this conversation with our careers correspondent, Emily Goldfischer -- also founder and editor-in-chief of hertelier -- Tisch shares leadership lessons shaped by decades of experience.
You’ll hear why he believes every job provides valuable knowledge, how responsibility extends far beyond “giving back,” and why the details of communication and design matter so deeply in hospitality. Tisch also explains how storytelling is at the heart of hotel leadership, and how those lessons shaped the way he built Loews Hotels.
For hospitality professionals at every stage of their careers, this episode offers timeless guidance on leadership, responsibility, and growth.
A few more resources:
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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
Jonathan Tisch, Executive Chairman of Loews Hotels, shares how his leadership philosophy of always hiring the right person for the job often led to women rising into senior roles. Drawing on the influence of his family and the leaders he worked with throughout his career, Tisch reflects on how strong, talented women helped shape the growth and success of Loews Hotels.
This conversation is hosted by Emily Goldfischer, founder and editor-in-chief of hertelier.
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
In this episode, Jonathan Tisch, Executive Chairman of Loews Hotels, goes beyond hotels to examine travel and tourism as one of America’s most powerful—but often overlooked—economic engines.
Drawing on decades of advocacy, Tisch shares stories from his roots at the Regency’s "power breakfasts" to lobbying Congress after 9/11. He explains how travel creates more jobs than industries like manufacturing, why lawmakers consistently underestimate its impact, and what hospitality leaders must do to change that.
From educating policymakers to preparing for global events like the World Cup and the LA Olympics, Tisch makes a compelling case for unified industry advocacy. Listeners will come away with a sharper understanding of travel’s economic importance, the influence of collaboration, and the responsibility every hospitality professional has to tell this story.
This conversation is hosted by Emily Goldfischer, founder and editor-in-chief of hertelier.
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
Jonathan Tisch, Executive Chairman of Loews Hotels, reflects on 45 years in hospitality and what he learned leading the company in this conversation with Emily Goldfischer, founder and editor-in-chief of hertelier. Tisch shares how he redefined the guest experience, why team members create loyalty, and the culture shifts that helped Loews Hotels stand out.
Also see on hertelier: Mr. August: Jonathan Tisch — The Original Ally
See Jon's book, Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience.
A few more resources:
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- You can send me a message here with questions, comments, or guest suggestions
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- 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
What does it really take to get things done as a leader? In this conversation, Amy Yip—executive coach and two-time TEDx speaker—shares her insights on leading high-performing teams. She explains why purpose drives productivity, how communication expectations prevent breakdowns, and why conflict isn’t something to avoid but a catalyst for innovation. Amy also highlights Google’s research on psychological safety and why trust is the single biggest factor in team effectiveness. Hospitality leaders will walk away with practical lessons on creating cultures where people feel safe to contribute, stay aligned on vision, and ultimately get more done together.
Also see: Leadership vs. Management: The Career-Defining Shift Amy Yip Learned at Google
Learn more about Amy Yip's work 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
In this episode, we hear from Amy Yip, a former leader in Google’s global food program and now a sought-after leadership coach for companies including Amazon and Verizon. Amy shares her own career-defining shift from management to leadership—moving beyond titles and task lists to authenticity, trust, and inspiring others. She reflects on lessons from mentors, including a VP at Google who pushed her to step into uncomfortable opportunities that ultimately shaped her into the leader she is today. For hospitality leaders, Amy’s journey is a reminder that real leadership isn’t about authority, but about unlocking potential and creating environments where people thrive.
Learn more about Amy Yip's work 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
When Ryan Reynolds and Rob McElhenney bought Wrexham AFC, the eyes of the world turned to a small Welsh community. For Steven Hesketh—CEO of Savvy Hotel Group, founder of The Hospitality Hero, and co-owner of Devafest—it was the beginning of something bigger. In this episode, Steven shares how local hospitality operators came together, why collaboration beat competition, and the creative ways they turned global attention into regional growth. Listeners will take away practical lessons on placemaking, building local relationships, and using hospitality as a force for community pride and transformation.
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
In this episode, Sloan Dean returns to share a new perspective on artificial intelligence in hospitality. While AI is often framed around efficiency and cost-cutting, Sloan points to lessons from outside the industry -- like his experience with Waymo -- that show how AI can actually enhance the customer experience and create pricing power. He explores what this could mean for hotel operations, guest interactions, and the future of luxury hospitality. Listeners will come away with a new way of thinking about AI: not just as a tool for savings, but as an opportunity to elevate service and grow demand.
Resources:
- Not Done with Sloan Dean
- AI Psychosis & Humanity in Hospitality Leadership - Sloan Dean
- Not Done: Sloan Dean After Remington - How He's Betting on Himself and What's Next
- More episodes with Sloan
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
In this episode, Michael Escalante, former Global Vice President of Hilton’s Center of Operational Excellence, shares how his team delivered 6–12% savings on labor across more than 600 hotels, while improving both guest service and employee satisfaction. Michael explains the methodology behind Hilton’s approach: observing processes instead of people, quantifying human behavior, and modeling work as a function of volume. He also shares how Hilton overcame the hardest part -- change management -- by building transparency, securing buy-in from teams and unions, and creating a culture of efficiency with technology.
Also see: Labor, Leadership & Leveling Up: How Michael Escalante Went from Aerospace Engineer to Hilton's Global VP of Operational Excellence
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
Michael Escalante took an unexpected path from aerospace engineering to hospitality, eventually serving as Hilton’s Global VP for the Center of Operational Excellence and the President of Operational Effectiveness at Hotel Asset Value Enhancement (hotelAVE). Today, he's the CEO and founder of R5 Hospitality Solutions. In this conversation, he shares how scientific thinking and people-first leadership helped him uncover hidden value, improve service, and deliver millions in labor savings across hundreds of hotels.
See Michael's posts on LinkedIn.
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
In this episode, Josiah Mackenzie and Sloan Dean explore the concept of "AI psychosis" - how people's over-reliance on AI tools can cause them to lose touch with reality and critical thinking skills. They discuss the evolution of leadership from physical strength to IQ to emotional intelligence, and examine how the hospitality industry has a unique opportunity to preserve human connection and counter the isolating effects of our increasingly digital world. Sloan shares his concerns as both a CEO and father about what we might be losing as a society when we outsource too much of our thinking to artificial intelligence.
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
In this episode, Sloan Dean shares why he stepped down as CEO of Remington Hospitality after eight transformative years, walking away to bet on himself as a founder and disruptor. He discusses enrolling in MIT AI courses, his philosophy on taking calculated risks, and why becoming CEO was never meant to be his "summit."
Resources mentioned:
- Not Done with Sloan Dean
- Culture Creates Room To Thrive At Remington Hotels
- More episodes with Sloan
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
In this episode, Sloan Dean shares why curiosity and the willingness to keep learning might be the most important leadership trait in hospitality today. In a candid conversation, Sloan shares his view on the flat state of RevPAR, the generational gap slowing AI adoption, and why the industry risks falling behind if it only experiments on the fringes. Drawing on his own deep dive into AI education and lessons from other industries, he offers a challenge to rethink how we grow, lead, and adapt.
Resources mentioned:
- Not Done with Sloan Dean
- AI courses from MIT
- Chris Williamson podcast
- Every (AI resource)
- More episodes with Sloan
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
In this episode, STR President Amanda Hite shares how she’s thinking about the role artificial intelligence could play in the future of hospitality forecasting. Recorded at the 2025 Hotel Data Conference, this conversation explores why STR’s 40 years of proprietary hotel data remain its greatest advantage, how her team is cautiously testing AI tools without risking data integrity, and the opportunities AI presents for improving data onboarding and analysis. Amanda also explains why human judgment will always be essential in interpreting numbers and telling the story behind them. Hospitality leaders will come away with a clear understanding of what AI can — and can’t — do for forecasting, and how to integrate it effectively while maintaining trust in the results.
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
In this episode, STR President Amanda Hite shares why benchmarking still matters in a hospitality market that feels like it changes every month. Recorded at the 2025 Hotel Data Conference, this conversation explores the “golden rule” of benchmarking, why consistency matters more than the specific numbers, and how hotel leaders can grow market share even when overall demand is flat. You’ll hear how to cut through the noise of rapid change, focus on what you can control, and use performance data to compete smarter—whether you’re running one property or an entire portfolio.
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
In this episode, STR President Amanda Hite joins us to discuss the profitability pressures shaping hospitality in 2025, and what leaders can do about them. She explains why margins are shrinking despite strong demand, from ADR lagging behind inflation to rising labor costs, PIPs, and debt service challenges. Amanda also shares how STR’s new tools and global benchmarking capabilities are helping owners, operators, and brands align on data, make faster decisions, and protect the bottom line. This conversation offers practical insights for navigating today’s market and sustaining the business performance that makes great hospitality possible.
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
In this episode, STR President Amanda Hite shares the latest forecast for the hotel industry on August 7, 2025.
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
In this episode recorded at the 2025 Hotel Data Conference in Nashville, Josiah Mackenzie speaks to STR President Amanda Hite about the leadership lessons that have shaped her career. She recalls what she learned from STR founder Randy Smith’s humility, clarity, and ability to empower others — setting guardrails while encouraging smart risk-taking. Amanda then shares how she applies these principles today, balancing a calm, thoughtful presence with the need for speed and decisiveness in a fast-changing hospitality market.
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
Saar Shai, co-founder of Wanderland, returns to share how a simple idea—born from watching his own kids on vacation—is changing the way hotels welcome families. (See our first conversation here.) Since our last conversation, Saar has been working with leading hotel brands to introduce “Screener,” a modular, themed room divider that gives kids their own space while improving the stay experience for parents.
We explore how this innovation solves a common operational challenge—limited connecting rooms—while creating memorable moments that drive guest loyalty. Saar also shares what he’s learned about building partnerships with creative hoteliers, the traits that make them open to new ideas, and why starting small often leads to the biggest wins.
If you want to delight your youngest guests, strengthen family loyalty, and spark more creativity in your operations, this conversation will give you ideas you can put to work today.
Links:
- The Global Kids Hospitality Report
- Recent photo posts from Saar on LinkedIn
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
David Tart, Managing Partner at Raines, joins us to discuss The Lantern Hotel, an innovative hospitality project dedicated to creating inclusive employment opportunities. David explains how The Lantern not only transforms an old fire station in Columbia, South Carolina, into a vibrant hotel but also empowers individuals with intellectual disabilities. Hospitality leaders will gain insights into how intentional employment practices can impact communities and the hospitality industry as a whole.
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
David Tart, Managing Partner at Raines, shares how the practice of visibility drives the culture at his rapidly growing hospitality company. He dives deep into how Raines maintains its close-knit, relationship-driven culture through intentional leadership practices, especially during growth periods and acquisitions like the integration of HP Hotels. Listen in to discover how visibility, internal events, and cross-training initiatives create career opportunities and cultivate a unified team culture.
You may also like: Risk, Reward, and Relationships: David Tart’s Proven Playbook for Hospitality Success
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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- 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
David Tart, Managing Partner at Raines, entered the hospitality industry by turning family farmland into his first Hampton Inn. Today, he leads development at Raines, an integrated hospitality company known for both branded and independent hotels. In this conversation, David shares key lessons from his career—particularly around risk-taking, relationship-building, and why trust is foundational in navigating the world 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
In this episode, our guest experience correspondent, Danica Smith, speaks with Hector Hughes, co-founder of Unplugged, who shares how they have achieved the remarkable with 100% direct bookings and nearly full occupancy year-round -- all without relying on OTAs. Hector discusses Unplugged's unique approach to organic growth, the creative use of social media, and how building a movement rather than just a brand has driven their success. Hospitality leaders will gain fresh insights into how embracing authenticity and strategic marketing can boost direct demand and transform their businesses.
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
In this episode, our guest experience correspondent, Danica Smith, speaks with Hector Hughes, co-founder of Unplugged: a hospitality concept transforming wellness travel through digital detox experiences. Hector shares why merely offering digital detox as a hotel amenity rarely succeeds, and reveals how Unplugged has built its entire guest experience around the power of disconnecting.
A few more resources:
- If you're new to Hospitality Daily, start here.
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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
Chris Gilbert, CEO of Springfield Township in Hamilton County, Ohio, and founder of Municipal Hospitality Advisors, shares how he's applying hospitality principles to transform local government. Chris reveals what inspired him to shift civic leadership from transactional interactions to meaningful moments of hospitality, highlighting practical ways he's building a people-focused culture within government operations. Listeners will learn how to effectively humanize their leadership approach, improve collaboration, and create organizations that people genuinely trust and value.
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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- 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
In this episode, Danica Smith, Hospitality Daily’s guest experience correspondent and founder of MorningStar GX, breaks down Zara's innovative "Travel Mode" initiative, demonstrating how hospitality leaders can draw inspiration from retail to rethink guest experiences. She highlights the importance of creative, cross-industry collaborations and addresses critical debates surrounding sustainability, brand alignment, and the future role of retail in hospitality.
See Danica's post about Zara's "Travel Mode"
Hear our episodes on Saira Hospitality
A few more resources:
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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
Danica Smith, Hospitality Daily’s guest experience correspondent and founder of MorningStar GX, returns to dive deeper into her innovative framework, The Four Ps of Guest Experience: Personal, Purposeful, Playful, and Participatory. In this episode, Danica breaks down each pillar with actionable insights, exploring why personalization must move beyond superficial data points, how travel can serve as a powerful catalyst for personal growth, and why playful, participatory experiences are key to guest loyalty today. Hospitality leaders looking to elevate their guest experiences and drive measurable business performance won't want to miss this conversation.
Read Danica's article: The New 4Ps of Guest Experience: Designing for Connection, Not Conversion
If you like this, you'll also love:
- Beyond Buzzwords: The Truth about Guest Experience - Danica Smith
- Guest Experience Tech: What I Learned Building, Selling, and Using It - Danica Smith
- From Micro Feedback to Macro Impact: The Future of Guest Experience - Danica Smith
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
Danica Smith, Hospitality Daily’s guest experience correspondent and founder of MorningStar GX, returns to share what she's learned from recent conversations with industry leaders and her consultancy work. She explains why guest expectations are evolving so rapidly, discusses key trends shaping guest experiences today, and provides real-world examples of personalization at its best. Danica also previews her "4 Ps" framework for guest experience, an influential tool hospitality leaders can use to design and deliver exceptional guest experiences.
Read Danica's article: The New 4Ps of Guest Experience: Designing for Connection, Not Conversion
If you like this, you'll also love:
- Beyond Buzzwords: The Truth about Guest Experience - Danica Smith
- Guest Experience Tech: What I Learned Building, Selling, and Using It - Danica Smith
- From Micro Feedback to Macro Impact: The Future of Guest Experience - Danica Smith
- Our Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels
- AI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels
- No Receptionist, No Problem: How Numa is Thriving with a Digital-First Guest Experience - Eva Klausner, Numa
- The Red Carnation Blueprint: Making Every Guest Feel Like the Only One - Suzie Thompson, Red Carnation Hotels
- Breaking the Colonial Mold: How Kenya's Tribe Hotel Sets a New Standard for Luxury Hospitality - Shamim Ehsani
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
Scott Roby, President of Pacifica Hotels, joins us to share the keys to building a workplace culture that reduces turnover and boosts hotel performance. He reveals Pacifica's innovative approach, from personalized employee experiences and thoughtful leadership retreats to candid, empathetic communication that leads to true employee engagement. Hospitality leaders will gain actionable insights into creating an environment where employees feel valued, leading to stronger retention, happier teams, and ultimately, better guest experiences and higher financial performance.
A few more resources:
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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
Scott Roby, President of Pacifica Hotels, shares how he's navigating the current economic environment by strategically cutting costs without sacrificing quality or guest experience. You'll learn about Pacifica’s innovative approach to profitability, including leveraging technology, creatively driving domestic travel demand, and uncovering overlooked operational savings. This episode offers practical insights for hospitality leaders seeking ways to boost margins and maintain excellence in a challenging market.
Also see: How Stories Unlock Success in Hospitality - Scott Roby
A few more resources:
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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
In this episode, we go behind the scenes of Reset Hotel, the first new hotel built in Joshua Tree in over 15 years. Co-founder Adam Wininger and investor Shannon Ching of HP Investors share candid insights and practical lessons from their experience bringing this ambitious, outdoor-focused hotel concept to life. You'll hear why they chose hotels over Airbnb, how trust shaped their partnerships, and why understanding guests' desires ultimately defined Reset’s success.
Also see:
- Designing Hospitality: From Teaching Millions to Crafting My Own Hotel Brand - Ben Uyeda, Reset
- Travel + Leisure story
A few more resources:
- If you're new to Hospitality Daily, start here.
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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
In this episode, Sage Hospitality Group’s Chief Creative Officer, Jessica Werner, shares her approach to finding fresh creative inspiration by looking beyond the hospitality industry. She explains why seeking inspiration from art, nature, music, and even wine-making can unlock powerful new ideas for hospitality leaders. If you're looking to stay inspired, avoid creative burnout, and bring truly innovative thinking into your work, you’ll love her perspective and practical tips.
A few more resources:
- If you're new to Hospitality Daily, start here.
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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
In this episode, Jess Werner, Chief Creative Officer at Sage Hospitality Group, explores how AI is reshaping hospitality without losing its essential human touch. Jess explains how Sage integrates AI to enhance operational efficiency and brand consistency, from refining marketing strategies to maintaining impeccable guest experiences. Yet, she emphasizes that technology must complement, not replace, genuine human connection and creativity. Jess also shares why authentic, experiential hospitality will become even more valuable in an AI-driven future, underscoring the lasting importance of spaces that truly resonate with people.
A few more resources:
- If you're new to Hospitality Daily, start here.
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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
So far in our series with Jess Werner, we've explored her path to becoming Chief Creative Officer at Sage Hospitality Group and learned about Sage Studio, the innovative in-house design team she's built. Today, we dive even deeper, taking you behind the scenes of Sage Hospitality’s standout Denver projects—from the community-driven luxury of the Crawford Hotel at Union Station to the compact creativity and modular innovations of Catbird Hotel.
You may also enjoy: The Dana Crawford Playbook: How Risk, Storytelling, and Grit Built Iconic Hospitality - Walter Isenberg, Sage Hospitality Group
More:
- Press coverage for the Crawford Hotel
- Photos of Catbird Hotel
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
In this episode, Jess Werner, Chief Creative Officer at Sage Hospitality Group, takes us behind the scenes of Sage Studio, the innovative team responsible for shaping hotels and restaurants into thriving, beloved hospitality brands. Jess shares her approach to aligning creativity, authenticity, and strategic clarity to build places that not only resonate with guests but also deeply connect with teams and communities.
You may also enjoy:
- Creativity Beyond Aesthetics: How Sage Hospitality’s Jessica Werner Designs Spaces for Profit and Community
- Crafting Places Guests Remember: Inside Sage Studio’s Story-First Approach - Walter Isenberg, Sage Hospitality Group
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
Jessica Werner has one of the most intriguing roles in hospitality: as Chief Creative Officer at Sage Hospitality Group, she designs spaces that go far beyond just looking good. In this episode, Jess explains how her operational background shapes her creative approach, resulting in hospitality projects that deliver both profit and community impact. She shares why great design must start with business strategy, how placemaking creates meaningful connections, and how Sage’s creativity consistently translates into measurable returns.
If you liked this, check out my conversations with Sage Hospitality co-founder and CEO, Walter Isenberg.
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
In this episode, Shozib Khan, VP of Hotel Performance and Analytics at Spire Hospitality, shares what he calls "the people side of data" and his approach to freeing hoteliers from being overwhelmed by reports, empowering them to focus on their guests and support their teams.
Learn more about ProfitSword by Actabl - the tool Shozib mentioned several times in the show.
Also see: The Chemistry Major Who Makes Hotels Better, One Data Point at a Time: Shozib Khan, Spire 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
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- 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
In this episode, Shozib Khan, VP of Hotel Performance and Analytics at Spire Hospitality, shares his unique journey from studying chemistry to improving hotel performance through data-driven insights. Shozib reveals how applying a scientific mindset and curiosity helped him identify hidden operational problems and enhance guest and employee experiences. By combining analytical rigor with human-centered innovation, Shozib demonstrates how hospitality leaders can effectively use data to solve real-world challenges, empowering teams and driving success, one insight at a time.
A few more resources:
- If you're new to Hospitality Daily, start here.
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- 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
In this episode, Suraj Hinduja, Managing Director of RTRX, shares how he and his team at Rockbridge are rethinking events by creating experiences centered around curiosity, connection, and impact. Originally inspired by the desire to support cancer research, RTRX has evolved from a small hospitality-focused gathering into a multi-day, cross-industry event intentionally designed to spark spontaneous discovery and meaningful interactions. Listen to learn how Suraj and RTRX use hospitality principles to inspire attendees, foster deeper connections, and drive positive action -- and why creating opportunities for serendipity might matter more now than ever.
A few more resources:
- If you're new to Hospitality Daily, start here.
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- 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
In this episode, Sarah Dinger, the first employee and now Executive Vice President of Franchise Operations at My Place Hotels, shares her advice on accelerating your hospitality career by embracing opportunities—even uncomfortable ones—and the critical role mentorship plays in professional growth.
She also provides an exclusive behind-the-scenes perspective from her role as Chair of AHLA’s ForWard Advisory Committee, highlighting how women are reshaping leadership in the hospitality industry. This conversation will inspire you to take the next step and grow as a leader.
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
In this episode, Sarah Dinger, Executive Vice President of Franchise Operations at My Place Hotels, shares how they build strong, profitable relationships with hotel owners. Learn how Sarah and her team engage owners strategically, using technology to drive bottom-line results and deliver value for all stakeholders.
Also see:
- How Sarah Dinger Helped Build My Place Hotels As Employee #1
- How We Built an Extended-Stay Hotel Empire from the Ground Up (Ryan Rivett, My Place Hotels)
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
In this episode, Sarah McCay Tams, Head of Editorial at Actabl, joins Josiah Mackenzie to discuss the launch of HotelData.com and insights from their new 2025-2026 budgeting guide. The conversation explores how hotels are managing a gap between budgeted and actual RevPAR performance, while maintaining ADR discipline and successfully hitting gross operating profit targets through strategic cost management. Sarah also shares her journey from radio journalism to hospitality media and explains how data storytelling connects to the human side of hospitality operations.
Resources:
- Learn more about hotel labor management
- Learn more about Actabl's products, ProfitSword and Hotel Effectiveness
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
In this episode, Sarah Dinger, Executive Vice President of Franchise Operations at My Place Hotels, shares how training and development drive guest satisfaction and fuel business growth. Sarah explains the innovative approach her team takes, including a dedicated group that regularly visits properties to ensure consistent excellence. Learn how investing in people directly impacts guest loyalty and long-term success.
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
In this episode, Sarah Dinger, the first employee and now Executive Vice President of Franchise Operations at My Place Hotels, shares how operational culture and empowering frontline associates have driven the rapid growth and success of their brand.
Also see:
- How Sarah Dinger Helped Build My Place Hotels As Employee #1
- How We Built an Extended-Stay Hotel Empire from the Ground Up (Ryan Rivett, My Place Hotels)
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
Sarah Dinger, the first employee and now Executive Vice President of Franchise Operations at My Place Hotels, shares how she helped build one of America's fastest-growing hotel brands from the ground up. In this episode, Sarah discusses the crucial decisions, early strategies, and core principles, such as human-centered hospitality, that shaped My Place’s remarkable growth story.
You may also like: How We Built an Extended-Stay Hotel Empire from the Ground Up (Ryan Rivett, My Place Hotels)
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
In this episode, Chris Kluis, VP of Product Operations & Data at Actabl, discusses his family's unique history with artificial intelligence, how early curiosity sparked his career journey, and why experimentation matters more than theory. Chris provides practical advice for hospitality professionals looking to start leveraging AI today, shares lessons from implementing AI at scale, and explores how digitization, effective prompting, and careful data management can unlock real business value.
We cover:
- 0:00 – Intro
- 01:35 – How it started: Chris’s family history with AI
- 07:33 – What is AI? Definition and how it works
- 09:54 – Use case: AI for advertising
- 11:58 – Starting with personal AI use cases
- 13:43 – Encouraging curiosity and learning
- 14:57 – Personalized podcasts with NotebookLM
- 16:21 – AI podcasts replacing humans?
- 17:21 – Trust and AI
- 19:08 – Importance of “Human in the loop”
- 20:22 – HITEC 2025: AI in hotel tech today
- 23:21 – Can AI expand opportunities?
- 25:36 – Hoteliers: Start by digitizing workflows
- 29:13 – “Treat AI like a new employee”
- 33:17 – Higher-order thinking and AI
- 35:51 – Building repeatable AI systems
- 36:56 – ChatGPT vs Gemini vs other LLMs
- 39:56 – What makes a good AI prompt?
- 41:26 – Juxtaposition of new vs old
- 44:21 – Skills to develop to stay relevant
- 46:18 – Personal and professional next steps
- 49:03 – Voice-powered AI
- 50:50 – Corporate AI policies
- 51:58 – Where Chris learns about AI
- 54:26 – How AI will shape life and work
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
In this episode, Ryan Bukstein shares what he's learned about the power of mentorship: both being mentored and mentoring others.
Resources:
- Podcast: The Problem with Men (Scott Galloway)
- Big Brothers, Big Sisters
If you or someone you know is struggling, get help:
- SAMHSA’s National Helpline
- The 988 Lifeline
Hear other episodes with Ryan here:
- Ace Hotel’s Early Days: Punk Spirit and Hospitality Innovation
- The Art of Turning Curiosity into Brand Equity: Lessons from Ace Hotel to Vacation & Beyond
Learn more about Ryan's firm, SMPL, 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
In this episode, Ryan Bukstein shares the behind-the-scenes process of how brands like Ace Hotel and Vacation were built, showing how curiosity, experimentation, and unexpected collaborations drove their groundbreaking approaches. Ryan reveals how Ace Hotel thrived by challenging industry norms, embracing cultural programming, and forging authentic partnerships, like its notable collaboration with Converse. He illustrates how these same principles allowed Vacation to redefine sunscreen as a playful, nostalgic experience. This conversation offers a rare look into the strategic creativity, ecosystem leveraging, and relationship-building that made these brands resonate deeply within their communities and industries.
Learn more about Ryan's firm, SMPL, 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
In this episode, Ryan Bukstein shares the behind-the-scenes story of Ace Hotel’s early days and how the punk, DIY spirit of Seattle’s cultural scene influenced its groundbreaking approach to hospitality. Ryan takes us back to when he joined Ace founder Alex Calderwood as an intern and reveals how Ace Hotel became a magnet for creative talent, driven by curiosity, mentorship, and a willingness to break traditional industry norms. He explains the unconventional strategies that enabled Ace to deeply connect with local communities and create vibrant cultural hubs far beyond what others were doing. This conversation provides a rare glimpse into how innovation and creativity shaped one of hospitality's most iconic brands.
Learn more about Ryan's firm, SMPL, 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
In this episode, citizenM CEO Lennert de Jong shares with our innovation correspondent, Matthias Hüttebräuker, how citizenM transformed the traditional hotel loyalty model by launching a subscription program inspired by Amazon Prime and Netflix. Lennert explains how his team developed the subscription concept during COVID, initially as a response to occupancy challenges, and how it evolved into a highly successful model, signing up more than 50,000 subscribers and continuing to grow. He discusses the strategic shift from transactional rewards toward building genuine customer relationships, how citizenM identified customer pain points to create attractive benefits, and why subscription-based loyalty offers deeper value and engagement than traditional points systems. This conversation provides practical insights for hospitality leaders seeking innovative ways to strengthen guest loyalty and drive business growth.
A few more resources:
- If you're new to Hospitality Daily, start here.
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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
In this episode, citizenM CEO Lennert de Jong shares his vision with our innovation correspondent, Matthias Hüttebräuker, on how hotel technology, AI, and guest interactions are rapidly evolving. He explains why traditional hotel processes—from front desk check-ins to booking—are ripe for reinvention, detailing how citizenM is using integrated technology and AI to streamline guest experiences and remove friction. Lennert emphasizes the necessity of automating repetitive tasks to empower hospitality staff to focus on human interactions, creating personalized moments that matter. He also discusses the shifts underway in hotel discovery and distribution, driven by generative AI, and predicts significant changes in how guests find and select hotels in the near future.
Also see:
- citizenM CEO: Why We Sold to Marriott (And What's Next) - Lennert de Jong
- The citizenM Founding Story (And What It Teaches Us Today) - Michael Levie
- What I've Learned Building Productive Tech Partnerships - Michael Levie
- AI's Impact On Our Business - Ernest Lee, citizenM
- Resiliency & Preparing for Anything - Ernest Lee, citizenM
A few more resources:
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- 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
citizenM CEO Lennert de Jong joins our innovation correspondent Matthias Hüttebräuker to discuss citizenM's strategic sale to Marriott, future growth, and implications for the hotel industry. Learn how this deal accelerates global expansion, leverages Marriott’s Bonvoy loyalty program, maintains citizenM's unique brand identity, and integrates operational excellence with technological innovation.
A few more resources:
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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
In this episode, Edward Mady shares what he's learned from baseball.
Learn more about Edward's new book, Honing the Human Edge.
A few more resources:
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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
In this episode, Edward Mady shares what he has learned about creating a culture of welcome throughout every part of a hotel business.
Read Edward's article on Harvard Business Review: How Luxury Brands Can Motivate Service Employees
Learn more about Edward's new book, Honing the Human Edge.
A few more resources:
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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
In this episode, Edward Mady shares what he's learned about leading through crisis.
Learn more about Edward's new book, Honing the Human Edge.
A few more resources:
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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
In this episode, Edward Mady shares some things he's learned about leadership, relationship building, and the joy of friendship and fellowship in the world of hospitality.
Learn more about Edward's new book, Honing the Human Edge.
A few more resources:
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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
In this episode, Edward Mady shares his experience working for Ritz Carlton founder Horst Schulze.
Listen to our series with Horst Schulze here.
Learn more about Edward's new book, Honing the Human Edge.
A few more resources:
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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
In this episode, Edward Mady shares his experience working for a tough boss - and the power of being unfazed under pressure.
Learn more about Edward's new book, Honing the Human Edge
A few more resources:
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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
In this episode, Edward Mady shares his career story - with lessons for us all.
Learn more about Edward's new book, Honing the Human Edge
A few more resources:
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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
In this episode, Edward Mady discusses his personal "board of directors" and how it helps him grow and thrive as a leader in hospitality and beyond.
Links:
- Learn more about Edward's new book, Honing the Human Edge
- The 7 Habits of Highly Effective People by Stephen Covey (book)
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
In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares why belonging and generosity will become hospitality’s greatest competitive advantages in an increasingly AI-driven world. Shamim discusses how deepening authentic connections with local culture, prioritizing genuine guest engagement over short-term revenue, and fostering a spirit of radical generosity enable hotels to thrive amidst rapid technological change.
More with Shamim:
- Breaking the Colonial Mold: How Kenya's Tribe Hotel Sets a New Standard for Luxury Hospitality
- How Tribe Hotel’s Staff Created a Guest Experience Program That Showcases the Best of Kenya
- Can You Scale Personalized Hospitality? Lessons from Nairobi’s Tribe Hotel
- From Privacy to Publicity: Hosting Royalty & A-List Guests
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares how his team thoughtfully manages hospitality for royalty and A-list celebrities. Shamim explains how anticipating guest preferences, from complete privacy to curated events with local artists and creatives, enables Tribe Hotel to deliver uniquely memorable experiences.
More with Shamim:
- Breaking the Colonial Mold: How Kenya's Tribe Hotel Sets a New Standard for Luxury Hospitality
- How Tribe Hotel’s Staff Created a Guest Experience Program That Showcases the Best of Kenya
- Can You Scale Personalized Hospitality? Lessons from Nairobi’s Tribe Hotel
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares insights on scaling personalized hospitality by creating operational structures and processes that enable spontaneous hospitality.
More with Shamim:
- Breaking the Colonial Mold: How Kenya's Tribe Hotel Sets a New Standard for Luxury Hospitality
- How Tribe Hotel’s Staff Created a Guest Experience Program That Showcases the Best of Kenya
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares how his staff created a unique guest experience program designed to authentically showcase the best of Kenya. He explains how empowering hotel teams to introduce guests to local culture—whether through running alongside world-class marathoners, exploring Nairobi's nightlife, or connecting over Kenyan cuisine—leads to deeper, more memorable guest connections.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares how he's reshaping luxury hospitality by breaking away from colonial-era formality to create a more authentic, human-centered guest experience. He discusses empowering hotel teams to connect genuinely with guests, fostering inclusivity through a bold "One Planet, One Tribe" philosophy, and why true luxury lies in emotional connections rather than traditional service rituals.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode from our archives, Michael Levie, co-founder and former Chief Operating Officer of citizenM, shares his insights on effectively working with technology partners to create innovative solutions and maximize impact in 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
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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
In this replay episode, Mark Fancourt, founder and principal of TRAVHOTECH, shares insights into the evolving landscape of hospitality technology, drawing from his extensive experience leading technology for both hospitality companies and solution providers.
Read Mark's article: Where does hotel PMS software sit in the new hospitality technology stack?
A few more resources:
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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
In this episode, originally published in March 2025, Josiah Mackenzie and Wil Slickers discuss the major shifts happening in the hotel industry now, the importance of real-time data, and innovative strategies for improving operations and profitability.
- (00:31) Josiah's recent career change
- (02:00) Building Hospitality Daily and market research
- (03:03) Challenges in the hotel industry
- (04:25) The shift towards operational efficiency
- (05:07) Future of the hotel and hospitality landscape
- (06:02) Moving beyond traditional metrics
- (07:06) Importance of profitability in hospitality
- (08:19) Real-time operations and data
- (10:50) Technology and data integration challenges
- (12:20) Steps for implementing new technology
- (14:27) High leverage points in operations
- (16:21) Staffing models
- (19:22) Diversifying revenue streams
This is just an excerpt of the conversation Josiah and Wil had. Listen to the full episode on Slick Talk: Apple Podcasts, Spotify, or YouTube
A few more resources:
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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
In this episode, originally published December 2024, Janette Roush, the SVP of Innovation and Chief AI Officer at Brand USA, shares her insights on embracing AI in the workplace and how it can drive innovation in the tourism industry.
Watch this conversation on YouTube
Mentions:
- Brand USA & AI (including framework for use)
- Listen to Janette Live From Travel Week: Leadership Alignment with Generative AI
- Conor Grennan, Chief AI Architect at the Stern School of Business
- Ethan Mollick, Professor at the Wharton School of Business
- One Useful Thing (Newsletter by Ethan Mollick)
- Every (Media company)
- Udemy (Online learning platform)
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
In this episode, hospitality tech pioneer Jerimi Ford shares his approach to designing technology that hotel teams genuinely want to use. He discusses why curiosity, empathy, and real-world observation are critical for creating practical solutions that solve non-obvious problems. Listen in to discover how Jerimi's methods help hotel teams become more productive, engaged, and ready for an AI-driven future.
Learn more about Transcendent here and Actabl here.
A few more resources:
- If you're new to Hospitality Daily, start here.
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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
In this episode, Micah Lacher, Principal of Anchor Investments and Mission Hotels, shares his mission to build America's most generous real estate company through the power of hospitality. The discussion covers Micah's journey from starting Anchor Investments during the Great Recession to his innovative approach to hospitality and real estate. We get into the importance of generosity in business, the challenges and rewards of converting historic buildings into hotels, and the impact of providing hospitality to both paying guests and those in need. This episode offers valuable insights for hospitality leaders, operators, and investors looking to integrate purpose and generosity into their business models.
A few more resources:
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- 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
In this episode, Hospitality Daily hosts and hertelier founders Emily Goldfischer and Nancy Mendelson sit down with hospitality trailblazers Jennifer Fox, former President of Fairmont Hotels & Resorts, and Nicki Dehler, SVP of Product at Stayntouch, to unpack the complexities of ambition. Together, they discuss the delicate balance women face between being "too ambitious" or "not ambitious enough," share personal insights on navigating power and pressure, and explore how to redefine success beyond burnout culture by reconnecting ambition with purpose, growth, and well-being.
A few more resources:
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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
In this episode, hertelier founder and Hospitality Daily host Emily Goldfischer shares a conversation from her recent trip to Australia, speaking with Josh O'Brien, Hotel Manager at InterContinental Sydney. Josh discusses his unique journey from studying marine biology in Tasmania to leading one of Australia's most iconic hotels, blending historical charm and modern luxury. He reveals how thoughtful employee engagement, innovative solutions to common hospitality challenges, and genuine warmth help InterContinental Sydney deliver exceptional guest experiences—even when managing hundreds of cruise ship arrivals.
A few more resources:
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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
In this episode, Andrew Arthurs, President & Chief Operating Officer at Actabl, shares his experience as a Chief Information Officer at some of the world's largest hotel management companies.
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
What if one simple question could transform hotel operations? In this episode, Actabl’s Stephen German and Brian Blanda share the behind-the-scenes journey of creating Digital Night Audit, a new product designed to eliminate tedious manual tasks and free hospitality professionals to focus on meaningful work. Listen to discover how digitizing processes can not only streamline your operations today but also position your hospitality business to leverage future innovations such as AI.
Learn more about Digital Night Audit 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.
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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
In this episode, Nah-Dja Tien shares his insights with our guest experience host, Danica Smith, on how hospitality professionals can sustain their passion, manage burnout, and build enduring, impactful careers.
Also see:
- Curiosity as a Compass: How Nah-Dja Tien Built an Award-Winning Hospitality Career
- From Launch to #1 on TripAdvisor: How We Designed Prague’s Top-Rated Hotel - Nah-Dja Tien
- Empathy Is a Strategy: How Nah-Dja Tien Builds Hospitality Workplaces That Work
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
In this episode, Nah-Dja Tien tells our guest experience host Danica Smith about the power of empathy.
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
In this episode, Nah-Dja Tien tells our guest experience host Danica Smith how he built what because the #1-rated hotel in Prague.
Also see:
- Curiosity as a Compass: How Nah-Dja Tien Built an Award-Winning Hospitality Career
- Danica's firm, MorningStar GX
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
In this episode, Nah-Dja Tien tells his story to our guest experience correspondent, Danica Smith.
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
In this episode, Jan Garde, founder and chairman of THE EMBASSIES, discusses with our innovation correspondent Matthias Huettebraeuker the opportunity to apply hospitality concepts beyond hotels - and much, much more.
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
In this episode, Josiah Mackenzie shares a lesson from his experience at the Magnolia Hotel Denver.
Also see:
- The Innkeeper Mindset - Tom Luersen, CoralTree Hospitality
- Balancing Fun with Attention to Detail: What I Learned from Steve Bartolin at The Broadmoor - Tom Luersen, CoralTree 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
In this episode, Josiah Mackenzie shares ideas from his panel discussion at the 2025 NYU International Hotel Investment Forum.
Also see:
- Think Like An Owner, Act Like A GM - Josiah Mackenzie
- My AI Research Results: 87% of Hospitality Pros Already Use AI (Here's How) - Josiah Mackenzie
- Less Ringing, More Hospitality: AI-Powered PBX To Give Our Teams More Time for Guests - Steven Marais, Noble House Hotels & Resorts
- Why Real-Time Operations Will Define Success in Hospitality - Josiah Mackenzie & Wil Slickers
- How AI Helps Me Run More Profitable Hotels - Sean Murphy, The Bower
- Beyond Efficiency: How AI Can Help Hospitality Thrive in 2025 - 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
In this episode, Josiah Mackenzie shares ideas from his panel discussion at the 2025 NYU International Hotel Investment Forum.
Also see:
- The Money Behind the Magic: A Different Take on Hospitality - Josiah Mackenzie
- Think Like An Owner, Act Like A GM - Josiah Mackenzie
- Hospitality Is The Place To Be Now, And For The Future (My Thoughts from NYU IHIF) - Josiah Mackenzie
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
In this episode, Josiah Mackenzie shares ideas from his panel discussion at the 2025 NYU International Hotel Investment Forum.
Also see:
- The Money Behind the Magic: A Different Take on Hospitality - Josiah Mackenzie
- Tariffs, Unfolding Travel Trends, and San Francisco’s Comeback - Zach Demuth, JLL
- Hospitality’s Early Warning Signs: What the Data Reveals About the Economy Ahead - Jamie Lane, AirDNA
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
In this episode, Josiah Mackenzie shares insights from the 2025 NYU International Hospitality Investment Forum held in New York. Josiah discusses the conference's theme, "Engagement Drives Returns," and highlights the importance of active participation in the hospitality industry. He delves into consumer spending patterns, the impact of AI on jobs, and the resilience of the hospitality sector.
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
Hotel owner, leadership coach, and now flight attendant — Rachel Vandenberg returns to the show in a candid conversation with hertelier co-founder and Hospitality Daily career correspondent, Nancy Mendelson. They dive into what it really means to lead with empathy, why great service starts with your team, and how Rachel uses a coach approach to build stronger hospitality cultures. Plus, Rachel shares what inspired her to chase a lifelong dream: 30,000 feet in the air.
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
In this episode, hertelier co-founder Nancy Mendelson interviews Dr. Lalia Rach about life and leadership in hospitality.
Also see:
- From Bussing Tables to Commanding Boardrooms: Dr. Lalia Rach Shares What’s On Her Extraordinary Mind (on hertelier)
- Managing the Book on YOU!: Rewriting your leadership story (Dr. Rach's book)
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
Michelin-starred, James Beard award–winning chef Douglas Keane closed his wildly successful restaurant at the peak of its fame, burned out by an industry he felt was broken. A decade later, he returned with Cyrus 2.0, a completely re-engineered dining journey that now pays every employee $75,000, runs a four-day workweek, and delivers higher margins than most fine-dining peers. Harvard Business School made it a case study about it, and here in this episode, he explains exactly how he did it.
Links:
- Cyrus Restaurant
- Harvard Business School Case – “Cyrus: Turning a Traditional Business Model on Its Head”
- Book – Culinary Leverage: A Journey Through the Heat
- Chef Douglas Keane
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
In this episode, Walter Isenberg, co-founder and CEO of Sage Hospitality Group, shares what he's learned about urban renewal and revitalization.
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
In this episode, Walter Isenberg, co-founder and CEO of Sage Hospitality Group, shares the story behind the story: how Sage Studio brings hospitality to life.
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
In this episode, Walter Isenberg, co-founder and CEO of Sage Hospitality Group, shares what he learned from Denver architectural conservation developer and preservationist Dana Crawford.
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
In this special sponsored episode, Lindsey Goedeker from Actabl shares how ProfitSword and ProfitOwner can give you the power to profit.
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
In this episode of Hospitality Daily, Josiah Mackenzie interviews Walter Isenberg, Founder and CEO of Sage Hospitality Group. The discussion centers on building a people-first culture within the hospitality industry. Walter shares how Sage Hospitality's purpose of "enriching lives one experience at a time" is implemented across all levels of the organization, from housekeepers to executives. Key themes include the importance of investing in culture, leadership, and creating an environment where associates feel seen, supported, and inspired. This episode is particularly valuable for hospitality leaders, operators, and investors looking to enhance their organizational culture and employee engagement.
Key Moments and Quotes
- [00:01:04] "Sage is a purpose-led organization, and our purpose is to enrich lives one experience at a time."
- [00:01:35] "We wouldn't be here if our housekeepers didn't get up every day to come in."
- [00:02:06] "We have to make sure that they have a great environment to work in, that they know that we care for them."
- [00:02:41] "We talk about this notion of service to others and really about enriching lives."
Actionable Advice for Listeners
- Start small: Even daily recognition builds long-term culture.
- Prioritize associate development: Drive retention and performance through continuous support and training.
- Embed culture in onboarding: Use cultural immersion programs to instill core values and purpose from the start.
- Recognize every role: Ensure that all team members, from housekeepers to executives, feel valued and essential to the organization's success.
About Sage Hospitality
- Mission: To enrich lives one experience at a time.
- Focus: Creating a supportive and inspiring work environment for all associates.
- Industry Impact: Known for its strong emphasis on culture and employee engagement within the hospitality industry.
- Leadership: Committed to investing in the development and well-being of its team members.
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
In this episode, Walter Isenberg, Founder and CEO of Sage Hospitality Group, shares his journey from a 14-year-old dishwasher to a hospitality leader, highlighting the importance of mentorship and paying it forward.
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
In this episode, Danica Smith, founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen, CEO of Beaumier, about opportunities for providing "soulful hospitality" today.
Recommended next episode: Strategy Meets Soul: Leading with Both Sides of the Brain
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
In this episode, Danica Smith, founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen, CEO of Beaumier, about opportunities in guest experience today.
Recommended next episode: Strategy Meets Soul: Leading with Both Sides of the Brain
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
In this episode, Danica Smith, founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen, CEO of Beaumier, about what he's learned about leading and hospitality through his career so far.
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
In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about the hotel pre-opening and opening process.
Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone
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
In this sponsored episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares how technology can help you.
Learn more about how Actabl can help you:
- ProfitSword business intelligence
- Hotel Effectiveness labor management
- Alice operations and guest service software
- Transcendent asset management software
Request more information from Actabl here now
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
In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about the hotel pre-opening and opening process.
Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone
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
In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares a surprising insight about leadership that anyone in hospitality can learn from.
Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone
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
In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about leadership in hospitality.
Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone
Also see: From Heart of House to Leadership: Lessons From My Journey to Hospitality Excellence - Kevin Kelleher
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
In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about growth in hospitality.
Recommended next episode with Kevin: From Heart of House to Leadership: Lessons From My Journey to Hospitality Excellence
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
In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned along his career journey so far.
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
In this episode, Josiah Mackenzie shares what stood out to him in his latest trip - and what you can learn for yourself and your hospitality business.
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
In this episode, Josiah Mackenzie explains the power of music for you and your hospitality business.
Check these out for more:
- Could Sound Design Be Your Hotel's Secret Weapon? (Dr Michelle Ulor & Clay Bassford)
- Sunday Slowdown: A Bespoke Sound Takeover with Clay Bassford
- Bespoke Sound on Spotify
- How To Use Music To Elevate Your Guest Experience - Clay Bassford, Bespoke Sound
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
In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares a preview into his next big move: developing a tropical landscape resort in South Florida.
Connect with Ben:
- Twitter (@UniqueStaysGuy)
- Instagram (@IAmBenWolff)
- Newsletter
See our other episodes with Ben:
- Why Most Hotels Fail at Social Media (And How to Get It Right)
- Unleash Your Inner Creative: How Hospitality Leaders Can Build Something Meaningful
- Why Today's Guests Want to Be Participants, Not Observers
- The Hidden Cost of Playing It Safe: Why Hospitality Leaders Must Innovate Now
- How We're Scaling Innovation and Investment from Short-Term Rentals to Hotels
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
In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares his experiences with engaging groups and events in the hospitality industry.
Connect with Ben:
- Twitter (@UniqueStaysGuy)
- Instagram (@IAmBenWolff)
- Newsletter
See our other episodes with Ben:
- Why Most Hotels Fail at Social Media (And How to Get It Right)
- Unleash Your Inner Creative: How Hospitality Leaders Can Build Something Meaningful
- Why Today's Guests Want to Be Participants, Not Observers
- The Hidden Cost of Playing It Safe: Why Hospitality Leaders Must Innovate Now
- How We're Scaling Innovation and Investment from Short-Term Rentals to Hotels
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
In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares insights on the structural barriers holding back innovation in the hospitality industry and how unique properties are outperforming others in the market.
Connect with Ben:
- Twitter (@UniqueStaysGuy)
- Instagram (@IAmBenWolff)
- Newsletter
See our other episodes with Ben:
- Why Most Hotels Fail at Social Media (And How to Get It Right)
- How We're Scaling Innovation and Investment from Short-Term Rentals to Hotels
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
In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares insights on the evolving expectations of today's travelers and how creating immersive, participatory experiences can lead to deeper emotional connections and memorable guest experiences.
View Ben's post on LinkedIn about this
Connect with Ben:
- Twitter (@UniqueStaysGuy)
- Instagram (@IAmBenWolff)
- Newsletter
See our other episodes with Ben:
- Why Most Hotels Fail at Social Media (And How to Get It Right)
- How We're Scaling Innovation and Investment from Short-Term Rentals to Hotels
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
In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares his journey of discovering creativity in hotel development and why he views it as an artistic act, not just a business endeavor.
Connect with Ben:
- Twitter (@UniqueStaysGuy)
- Instagram (@IAmBenWolff)
- Newsletter
See our other episodes with Ben:
- Why Most Hotels Fail at Social Media (And How to Get It Right)
- How We're Scaling Innovation and Investment from Short-Term Rentals to Hotels
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
In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares his insights on staying resilient in the hospitality industry and the importance of recovery for long-term success.
Connect with Ben:
- Twitter (@UniqueStaysGuy)
- Instagram (@IAmBenWolff)
- Newsletter
See our other episodes with Ben:
- Why Most Hotels Fail at Social Media (And How to Get It Right)
- How We're Scaling Innovation and Investment from Short-Term Rentals to Hotels
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
In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares how his team has proven that social media can drive real results for traditional hotels and the surprising attribution gap they uncovered by just asking guests how they found them.
Connect with Ben:
- Twitter (@UniqueStaysGuy)
- Instagram (@IAmBenWolff)
- Newsletter
See our earlier episode with Ben: How We're Scaling Innovation and Investment from Short-Term Rentals to Hotels
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
In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights backed by over 80 years of hotel performance data, discussing shifting guest behaviors, the evolution of service expectations, and the critical importance of understanding the real drivers of hotel success.
See the rest of our series with Robert:
- Meet Robert Mandelbaum: The Man Who Turns P&Ls into Playbooks
- Understand Your P&L to Boost Profits and Accelerate Your Career
- Profit Margins Under Pressure: How Smart Hoteliers Think About Profitability
- The #1 Expense You Can Control in Hospitality
- Why Luxury Hotels Thrive and Economy Hotels Struggle
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
In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights on maintaining profitability in the hotel industry when revenue growth slows, highlighting the performance differences between luxury and economy hotels and the impact of location and operating models.
Also see:
- Meet Robert Mandelbaum: The Man Who Turns P&Ls into Playbooks
- Understand Your P&L to Boost Profits and Accelerate Your Career
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
In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares how to identify and focus on what you can directly influence in the hotel business to achieve better results.
Also see:
- Meet Robert Mandelbaum: The Man Who Turns P&Ls into Playbooks
- Understand Your P&L to Boost Profits and Accelerate Your Career
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
In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights on the shift towards profitability in the hospitality industry, the challenges faced by operators, and strategies for maximizing profits.
Also see:
- Meet Robert Mandelbaum: The Man Who Turns P&Ls into Playbooks
- Understand Your P&L to Boost Profits and Accelerate Your Career
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
In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights on analyzing profit and loss statements to boost performance, delight investors, and fast-track your career in hospitality.
References:
- Uniform System of Accounts for the Lodging Industry (USALI)
- Hospitality Financial Technology Professionals (HFTP)
Also see: Meet Robert Mandelbaum: The Man Who Turns P&Ls into Playbooks
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
In this episode, we meet Robert Mandelbaum, Research Director at CBRE Hotels Research.
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
In this episode, Clay Bassford, founder of Bespoke Sound, speaks with Dr Michelle Ulor, founder of Kinos Studio, a research-led music psychology consultancy helping brands and teams use music to enhance wellbeing, connection, and impact.
More:
- Sunday Slowdown: A Bespoke Sound Takeover with Clay Bassford
- How To Use Music To Elevate Your Guest Experience - Clay Bassford, Bespoke Sound
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
In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares how her team harnesses data to unlock new opportunities, enhance guest experiences, and drive innovation across their diverse businesses.
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
In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares how listening to and understanding your guests and partners can lead to better products, happier customers, and a stronger business.
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
In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares how an innovative loyalty program has attracted about 400,000 members and driven $160 million in revenue by focusing on delighting 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
In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares insights on the distinction between hospitality and lodging, as well as why investing in service is a smart business move.
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
In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares her career journey so far, the lessons learned from her mentors, and the importance of building relationships and sharing ideas.
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
In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares a story about experiencing the power of hospitality at a young age.
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
In this episode, Matthias Huettebraeuker speaks with Stijn Oyen, Managing Director at Design Hotels, about some of the world's most innovative hotels and what makes them special.
See all of the properties mentioned today at DesignHotels.com
If you liked this episode, you may also like:
- Inside Design Hotels: How Stijn Oyen Curates a Global Collection of Hospitality Innovators
- How Culture and Originality Create Standout Hospitality Experiences
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
Staffing and turnover remain challenges in hospitality, but you can tackle this head-on. In this special sponsor bonus episode, Josiah sits down with his colleagues at Actabl, Roger Robles and Emma Christensen, to unpack “Associate Engagement,” a new feature inside Transcendent that turns routine maintenance into a live scoreboard, gives engineers the recognition they deserve, and helps you see who’s really performing.
Request a call here with Actabl to learn more about this
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
In this episode, Matthias Huettebraeuker interviews Stijn Oyen, Managing Director at Design Hotels, about the future of hospitality, the concept of "community capital," and trends unfolding in the industry today.
See the report from Design Hotels, “Further Forecast 2025—Community Capital,” and their article "Travelers Are Seeking Community: Here’s How to Build It."
If you liked this, you may also like:
- Inside Design Hotels: How Stijn Oyen Curates a Global Collection of Hospitality Innovators
- How Culture and Originality Create Standout Hospitality Experiences
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
In this episode, Matthias Huettebraeuker interviews Stijn Oyen, Managing Director at Design Hotels, about authenticity, culture, and originality in hospitality today.
Also see: Inside Design Hotels: How Stijn Oyen Curates a Global Collection of Hospitality Innovators
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
In this episode, Matthias Huettebraeuker interviews Stijn Oyen, Managing Director at Design Hotels. They highlight the unique qualities and curation process of Design Hotels, as well as how the company maintains its distinctiveness in the hospitality industry.
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
Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, shares her insights on the broader applications of technology and innovation in the hospitality industry.
Also, see our other episodes with Gilda:
- Reinventing the "Art of Travel": Inside Orient Express's Quest to Redefine Luxury Hospitality
- LVMH and Orient Express: How Luxury Leaders Navigate Legacy in an Era of Change
- Leading Through Change: Adaptability in a Turbulent 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
Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, shares her insights on leadership, adaptability, and innovation in the hospitality industry today.
Also, see our other episodes with Gilda:
- Reinventing the "Art of Travel": Inside Orient Express's Quest to Redefine Luxury Hospitality
- LVMH and Orient Express: How Luxury Leaders Navigate Legacy in an Era of Change
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
In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner, shares what he's learned about operating at your best as a hospitality leader.
Also, see our other episodes with Josh:
- Why Creativity Wins—Even in a Recession: The Generator Hostels Story
- Inside Avant Gardner: Creating The World's Most Innovative Entertainment Destination
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
In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner, shares what he's learned about leadership in hospitality and beyond.
Also, see our other episodes with Josh:
- Why Creativity Wins—Even in a Recession: The Generator Hostels Story
- Inside Avant Gardner: Creating The World's Most Innovative Entertainment Destination
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
In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner, shares behind-the-scenes insights into what many are calling the world's most innovative events and entertainment complex, providing a masterclass in creativity and experiential design.
Links:
- See posts on Josh's LinkedIn profile here
- Avant Gardner on LinkedIn
- Avant Gardner on Instagram
- The Brooklyn Mirage on Instagram
- Listen to Josh on Prism's Live Music Industry Podcast
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
In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner and former Co-Founder and Managing Partner of Generator Hostels, takes us inside the powerful intersection of creativity and capital in hospitality. Josh shares the compelling story of how he transformed Generator Hostels into one of the world's most innovative and successful hospitality brands—even during challenging economic times.
You'll learn:
- Why creativity is crucial for standing out in hospitality.
- How to effectively balance bold, creative vision with strong financial performance.
- What it takes to create unique, immersive experiences that attract both guests and investors.
Whether you have the tailwinds of a great economy behind you or find yourself navigating uncertainty, this conversation provides actionable insights into using creativity as your greatest competitive advantage.
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
In this episode, Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, reveals how luxury leaders are successfully preserving legacy brands in today’s rapidly evolving world. She provides an inside look at the strategic partnership between Orient Express and global luxury powerhouse LVMH, exploring why history, authenticity, and meticulous craftsmanship are essential ingredients for thriving amidst uncertainty.
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
Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, takes us behind the scenes of the iconic brand's revival in this episode recorded Friday, April 11, 2025 - exploring how they're reinventing luxury hospitality. Discover the strategy behind their ambitious launch of Orient Express’s first hotel, train, and yacht—and learn what the new 'art of travel' truly means.
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
In this episode, Jan Freitag, National Director, Hospitality Analytics at CoStar Group, shares insights on the impact of tariffs on the US hotel industry, the importance of actionable data, and strategies for navigating uncertain times.
Links:
- "Tell Me More" Podcast by Jan Freitag & Isaac Collazo: Apple Podcasts or Spotify
- Jan's recent episode on No Vacancy News
- Jan's episode on the Hotel Moment podcast
- Hotel Data Conference
- I-92/APIS Dataset from the U.S. Department of Commerce
More conversations about the economy and the state of the hotel industry:
- Hospitality’s Early Warning Signs: What the Data Reveals About the Economy Ahead - Jamie Lane, AirDNA
- Tariffs, Unfolding Travel Trends, and San Francisco’s Comeback - Zach Demuth, JLL
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
Today, Hospitality Daily transforms into your personal sonic retreat as we present our first-ever musical special: "Dream Resort: A Mediterranean Escape," created by Clay Bassford and our friends at Bespoke Sound.
Leave behind the daily challenges of hospitality and immerse yourself in the fantasy resort experience you work so hard to create for others. Our specially curated 53-minute musical journey transports you to an idyllic Mediterranean paradise—from the gentle morning waves greeting your arrival to the tranquil evening ambiance as stars emerge over the sea.
No industry insights this time. No trends to analyze. Just pure, unadulterated escapism through a carefully crafted playlist that tells the story of the perfect resort day. Interwoven with natural soundscapes and guided by playful narration, this episode invites you to remember why you fell in love with hospitality in the first place.
Headphones recommended. Permission to daydream granted.
Check out the full playlist here on Spotify
Once you're done listening to this, check my conversations with Clay here: How To Use Music To Elevate Your Guest Experience
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
In this episode, Suzie Thompson, Vice President of Commercial at Red Carnation Hotels, shares her insights on careers in hospitality and how they celebrate excellence.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode, Suzie Thompson, Vice President of Commercial at Red Carnation Hotels, shares how she is preparing for an AI-driven world.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode, Suzie Thompson, Vice President of Commercial at Red Carnation Hotels, shares insights into how her teams blend data, culture, and creativity to deliver exceptional guest experiences.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode, Josiah Mackenzie shares some top takeaways from his latest research, including how 87% of hospitality professionals participating in the study already use AI to improve efficiency, creativity, and guest experience. Listen now for practical examples, underutilized AI opportunities, and actionable insights you can use in your hotel or hospitality business.
Also see:
- AI 2027 Project
- What AI Might Bring Hotels in 2025 - Martin Soler
- America's Chief AI Officer for Travel Shares Advice for 2025 - Janette Roush, Brand USA
- Less Ringing, More Hospitality: AI-Powered PBX To Give Our Teams More Time for Guests - Steven Marais, Noble House Hotels & Resorts
- AI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels
- The Future of Hotel Management: Automation, AI, and Innovation - Sloan Dean, Remington Hospitality
- AI's Impact On Our Business - Ernest Lee, citizenM
- How AI Helps Me Run More Profitable Hotels - Sean Murphy, The Bower
- 50 Days, 50 Concepts: Rethinking Experiential Hospitality with Generative AI - Dylan Barahona
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
In this episode, Zach Demuth, the Global Head of Hotels Research at JLL, shares what he sees happening in the hotel and hospitality ecosystem, including tariffs, travel trends, and San Francisco's comeback.
See insights and research from JLL here
See coverage of JLL's San Francisco research on Hotel Management and Hotel Investment Today.
Check out our other conversations:
- Why The Hotel Industry is at a Pivotal Moment (December 2024)
- Research: Top Hospitality Trends to Watch (February 2024)
- Luxury Hospitality Trends, Opportunities, and Innovation (June 2023)
Listen to Josiah's other conversations about San Francisco 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
In this episode, Jamie Lane, Chief Economist at AirDNA, reveals how data provides crucial early warnings for broader trends—and what hospitality professionals can do about it.
What you'll learn in this episode:
- How hospitality’s approach to data has shifted—from historical analysis to predictive insights.
- Why short-term rental bookings provide an early glimpse into hotel demand.
- The connection between short-term rentals and hotel markets.
- What niche short-term rental growth signals for hospitality investors.
- How economic uncertainty impacts consumer booking behavior and spending.
- The critical influence of the "wealth effect" on travelers’ decisions.
- Practical ways to leverage data for operational agility and better decision-making in uncertain times.
Resources mentioned:
- AirDNA Market Insights
- Jamie’s STR Data Lab Podcast
- Economic Policy Uncertainty Index
If you liked this, you may also like:
- Control What You Can: How Top Hoteliers Are Navigating Chaos in 2025 (Hunter Hotel Investment Conference Insights)
- Why Real-Time Operations Will Define Success in Hospitality - Josiah Mackenzie & Wil Slickers
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
In this episode, Emily Goldfischer, founder and editor-in-chief of hertelier, interviews Hazel Hagans Farris, Le Meridien Washington, D.C., The Madison. Hazel shares her unconventional journey from studying chemistry to becoming a leader in the hospitality industry, tackling leadership challenges, and championing women in hospitality.
In this, we cover:
- (00:00) Introduction
- (00:21) Hazel's background and career shift
- (01:17) First role at W Atlanta Buckhead
- (02:46) Gradual realization of passion for hospitality
- (04:04) Career progression at W Hotels
- (05:42) Challenges faced at W Atlanta Buckhead
- (07:43) Leadership development and training
- (10:26) Importance of in-person networking
- (12:04) Move to New York and W Times Square
- (14:55) Memorable night shift story
- (16:54) Career moves to Chicago and Dallas
- (19:35) Move to Washington, D.C.
- (22:53) Becoming GM at Le Meridien, Washington, D.C.
- (23:22) Building and leading teams
- (28:09) Empowering and mentoring others
- (32:53) Current trends in the D.C. market
- (34:13) Balancing motherhood and career
- (39:12) Women in Leadership initiatives at HEI
- (43:06) Importance of mentorship and networking
- (45:25) Gender parity at HEI
- (48:12) Representation and inspiration from female leaders
- (48:45) Quick fire questions and best advice received
Read the story on hertelier: From Chemistry to Culture: How Hazel Hagans Farris Leads with Heart at Le Meridien Washington, D.C., The Madison
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
In this episode, Anna Blue, a seasoned leader in hospitality and beyond, shares her insights on navigating career transitions, the importance of finding purpose, and the power of saying "I don't know yet."
We cover:
- (00:00) Intro: Layoffs in the U.S. and career transitions
- (00:32) Anna's own career transition
- (03:09) Being "highly employable"
- (04:50) Learning from others' experiences
- (05:40) Balancing work and personal life
- (07:07) Finding excitement in new opportunities
- (09:17) Career advice from Anna's dad
- (10:33) The importance of relationships and conversations
- (12:05) Exploring opportunities in hospitality and beyond
- (14:25) Asking questions and learning from industry leaders
Listen to our other episodes with Anna:
- What Hospitality Leaders Stopped Talking About (And Why It Matters Now) (2025)
- Supporting A Stronger Hotel Workforce (2023)
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
In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares an exciting new initiative to free up his teams to spend more time with 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
In this bonus episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares his experience working with Actabl's suite of products:
- Alice: Software for Operations, Housekeeping, Guest Messaging & More
- ProfitSword: BI for Data-Driven Hotel Management
- Hotel Effectiveness: Labor Management & Staffing Scheduling
- Transcendent: Hotel Asset Management Software
See more episodes with Steven:
- Why I Stayed: How Growth, Culture, and Opportunity Kept Me in Hospitality
- Execution is Everything: Turning Hospitality Ideas into Exceptional Guest Experiences
- Creating Careers, Not Just Jobs: How to Recruit, Retain, and Inspire Great Hospitality Talent
- Hotel Tech Integration: Why It's Still Broken (And How You Can Fix It)
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
In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares insights on simplifying hotel tech stacks, the challenges of integrations, and the journey towards a more unified, cloud-based technology foundation.
We cover:
- (00:56) Steven's role and responsibilities
- (02:08) The importance of interfacing in hospitality tech
- (03:52) Challenges with legacy systems and new tech
- (05:01) Preparing for a future with more AI
- (05:56) Standardizing the tech stack across properties
- (07:33) Building partnerships with tech companies
- (08:58) Evaluating and choosing the best tech partners
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
In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares insights on challenges and strategies for recruiting and retaining talent in the hospitality industry, including the importance of creating career paths and a fun work environment.
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
In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares the most valuable lesson he's learned in his career: that execution is everything. He discusses the importance of follow-through in hospitality, the role of training and preparation, and how to handle high-pressure events.
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
In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares his journey from bellman to VP, the importance of culture and opportunity in career growth, and insights into leading through change in the hospitality industry.
- (00:00) Introduction
- (00:32) Steven's career journey from Bellman to VP
- (01:47) How Steven got started in hospitality
- (02:33) Career opportunities in the hospitality industry
- (03:09) Steven's current role as VP of Rooms
- (04:04) The intersection of technology and hospitality
- (04:28) The power of longevity in building a career
- (05:09) Transition from Kimpton to Noble House
- (06:40) Importance of culture and team strength
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
In this episode, Anna Blue shares insights on the current state of the hospitality industry, including DEI, women's empowerment programs, and practical steps leaders can take to drive positive change.
We cover:
- (01:16) Current chaos and volatility in the industry
- (02:07) Industry's silence and its impact
- (03:11) Importance of transparency
- (05:06) DEI discussions behind closed doors
- (07:08) Disconnect between C-suite and staff
- (08:25) Effectiveness of DEI programs
- (09:09) Programs for women in hospitality
- (10:56) Shaping the narrative as a leader
- (13:01) Learning and development for all employees
- (15:44) Creating real opportunities for underrepresented groups
- (17:22) Immigration
- (23:53) Opportunities for hourly wage workers
- (24:49) Personal story: Anna's son
See our previous conversation: Supporting A Stronger Hotel Workforce
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
In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares lessons every hospitality provider can learn from White Lotus.
Also see:
- Official White Lotus Podcast on Apple Podcasts and Spotify
- Story-Driven Hospitality - Samantha Hardcastle
- These Slovenian River Guides Showed Me "Experience" Doesn't Have to Cost Anything - Samantha Hardcastle
- The Two Chemicals Behind The Best Hospitality Experiences - Samantha Hardcastle
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
In this episode, Vance Morris, a former Disney leader and founder of Deliver Service Now, shares how hospitality businesses can create extraordinary guest experiences—and significantly increase revenue—by implementing the proven systems behind Disney’s magic.
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
In this episode, Kathy Sue McGuire, President and CEO of Sustainable Hospitality Solutions, shares how sustainability initiatives can create cost savings, engage teams, and drive revenue growth through a story of her work with Soul Community Planet Hotels.
Also check out:
- Soul Community Planet: Creating a Healthier, Happier Future for Hospitality - Pam & Ken Cruse, SCP Hotels
- Sustainability That Pays: How One Hotel Saved Tens of Thousands on Trash Bags - Kathy Sue McGuire
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
In this episode, Kathy Sue McGuire, President and CEO of Sustainable Hospitality Solutions, shares insights on how sustainability can be a smart business strategy for hotels, helping them cut costs, grow revenue, and engage their teams.
- (00:00) Introduction to Kathy Sue McGuire
- (01:18) Kathy's journey into sustainability
- (03:21) Current challenges in the hotel industry
- (04:31) Case study: Saving on trash bags
- (05:44) Case study: Switching to toiletries dispensers
- (07:10) Kathy's early experiences with sustainability
- (10:17) Sustainability as good business practice
- (13:25) Case study: Reducing plastic disposables
- (14:55) Increasing revenue through sustainability
- (17:30) Employee engagement through sustainability
- (21:07) Getting started with sustainability in hotels
- (24:03) Creating a green team and assessment
- (26:15) Green Key certification process
More mentions:
- American Hotel and Lodging Association (AHLA)
- Green Key Global Program
- Sustainable Hospitality Solutions
- Sustainable Hospitality Training
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
In this episode, Josiah Mackenzie, founder of Hospitality Daily and Head of Marketing at Actabl, shares more takeaways from the recent Hunter Hotel Investment Conference, highlighting the opportunity in hotel operations today.
Also check out: Control What You Can: How Top Hoteliers Are Navigating Chaos in 2025 (Hunter Hotel Investment Conference Insights)
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
In this episode, Josiah Mackenzie, founder of Hospitality Daily and Head of Marketing at Actabl, shares takeaways from the recent Hunter Hotel Investment Conference, with insights on the economic environment in 2025 and strategies for hotel owners and operators to thrive:
- (00:00) Introduction and conference overview
- (00:21) Changes in hotel investment conversations over the years
- (00:42) Economic uncertainty in 2025
- (01:04) Chaos and volatility in the market
- (01:47) Key takeaways from the opening panel of Hunter
- (02:09) Importance of understanding the economy for hospitality professionals
- (02:52) Focus on controllable factors for success
- (03:12) Long-term opportunities in hospitality
- (03:44) Expense growth vs. revenue growth
- (04:15) Maximizing revenue and profits
- (04:46) Importance of profits in hospitality
- (05:08) Persistent inflation and its impact
Also see:
- Why Real-Time Operations Will Define Success in Hospitality - Josiah Mackenzie & Wil Slickers
- The Money Behind the Magic: A Different Take on Hospitality - Josiah Mackenzie
- Personal News + Changes Coming to Hospitality Daily - Josiah Mackenzie
- How Focusing on Operations Drove Demand and Revenue for Me as a Hotel Group Commercial Leader - Adele Gutman
- The Secret to Profit and Guest Satisfaction? Clarity in Leadership - Leanne Harwood, IHG
- Why The Hotel Industry is at a Pivotal Moment - Zach Demuth, JLL
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
In this episode, Sara Masterson, President of Olympia Hospitality, shares what photography taught her with our host, Nancy Mendelson.
More with Sara:
- Learning, Leading, and Letting Go: Sara Masterson’s Approach to Hospitality Leadership
- Why Staying in One Company Can Actually Accelerate Your Hospitality Career
- Mastering Hotel Onboarding: Olympia’s People-First Strategy for Seamless Transitions
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
In this episode, Sara Masterson, President of Olympia Hospitality, shares what we can all learn about campus hospitality with our host, Nancy Mendelson.
More with Sara:
- Learning, Leading, and Letting Go: Sara Masterson’s Approach to Hospitality Leadership
- Why Staying in One Company Can Actually Accelerate Your Hospitality Career
- Mastering Hotel Onboarding: Olympia’s People-First Strategy for Seamless Transitions
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
In this episode, Sara Masterson, President of Olympia Hospitality, shares what she's learned about the value of tenure with our host and career correspondent, Nancy Mendelson.
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
In this episode, Sara Masterson, President of Olympia Hospitality, shares her insights on growth and leadership with our host and career correspondent, Nancy Mendelson.
A few more resources:
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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
In this episode, Sara Masterson, President of Olympia Hospitality, shares insights into the process of onboarding new hotels and the importance of culture in hotel management with our host, Nancy Mendelson.
A few more resources:
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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
In this episode, Josiah Mackenzie and Wil Slickers discuss the major shifts happening in the hotel industry now, the importance of real-time data, and innovative strategies for improving operations and profitability.
- (00:31) Josiah's recent career change
- (02:00) Building Hospitality Daily and market research
- (03:03) Challenges in the hotel industry
- (04:25) The shift towards operational efficiency
- (05:07) Future of the hotel and hospitality landscape
- (06:02) Moving beyond traditional metrics
- (07:06) Importance of profitability in hospitality
- (08:19) Real-time operations and data
- (10:50) Technology and data integration challenges
- (12:20) Steps for implementing new technology
- (14:27) High leverage points in operations
- (16:21) Staffing models
- (19:22) Diversifying revenue streams
This is just an excerpt of the conversation Josiah and Wil had. Listen to the full episode on Slick Talk: Apple Podcasts, Spotify, or YouTube
A few more resources:
- If you're new to Hospitality Daily, start here.
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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
In this episode, Susie Arnett, a hospitality leader with deep expertise in wellness, shares insights on the historical and social significance of spas and how modern wellness practices can benefit from these ancient traditions.
- (00:20) Susie's recent hospitality experience
- (00:44) The roots of spa in Istanbul
- (01:16) Ancient Greece bathhouses
- (02:01) Modern U.S. spa culture
- (02:43) History of relaxation
- (03:16) Emergence of "alone time"
- (03:59) The shift from social to solitary
- (04:22) Extending guest stays in wellness
- (04:54) New social spa spaces
- (05:16) Promoting community in spas
- (05:37) Encouraging social interactions in spas
More with Susie:
- From MTV Producer to Leading Wellness Programming: Lessons and Observations for Hospitality
- Delight Guests Using Apple's "Unboxing" Strategy
- Better Than Easy: How Effort Can Make Your Guests Fall Deeper in Love With Your 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
In this episode, Eva Klausner, Director of Guest Experience at Numa, shares her thoughts on the future of guest experience.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
Today is World Sleep Day, and we're diving deep into the business and science of sleep and wellness by re-broadcasting a special event hertelier co-founders Emily Goldfischer and Nancy Mendelson hosted this week with Amanda Al-Masri, VP of Wellness at Hilton, and Emilie Hoyt, CEO of Lather. In this episode, you'll hear them discuss the importance of sleep in hospitality, how hotels create optimal sleep environments, and share their best tips for achieving better sleep.
In this, we cover:
- (00:00) World Sleep Day & The Importance of Sleep
- (02:35) Why People Sleep Better in Hotels
- (03:48) Hilton’s Approach to Enhancing Sleep
- (06:00) Creating Amenity Experiences
- (10:00) Showers and Sleep Guest Satisfaction
- (17:00) Optimal Room Temperature & Bedding
- (25:00) The Truth About Pillow Menus
- (31:00) Managing Sensitivity with Scents
- (36:00) Bathing Rituals and Sleep Science
- (39:00) Pros and Cons of Signature Hotel Scents
- (49:00) Sleep Routines & Tips
Read the recap of this event here on hertelier
A few more resources:
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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
In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how any hotelier can think about innovation -- wherever they are working.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this sponsored episode, Christine Lising, Director of the Solutions Engineering Team at Shiji, shares practical insights on leveraging technology to enhance food and beverage operations in the hospitality industry.
Learn more about Infrasys POS: The trusted POS for the world’s top hotels.
In this episode, we cover:
- (01:56) Christine's role at Shiji Group
- (03:19) Understanding client challenges
- (04:45) Key questions for identifying business problems
- (06:10) Evaluating the guest experience
- (09:09) Common themes in hospitality challenges
- (11:04) Overview of Shiji Group
- (12:40) Technology trends in hospitality
- (20:31) Adoption of mobile ordering
- (23:14) Case study: Streamlining food and beverage operations
- (26:33) Importance of making technology easy to use
- (30:44) Future-proofing technology solutions
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
In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how she and her company pushed through tough times to succeed.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how Numa creates and sustains a truly guest-focused culture.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how Numa uses chatbots to delight their guests.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX.
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
In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how Numa reimagined hospitality by eliminating the traditional front desk and delighting guests with a digital-first approach.
This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. Listen to our other episodes together here:
- Beyond Buzzwords: The Truth About Guest Experience
- Guest Experience Tech: What I Learned Building, Selling, and Using It
- From Micro Feedback to Macro Impact: The Future of Guest Experience
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
Josiah Mackenzie shares what he's learned about influence in hospitality and beyond.
A few more resources:
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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
In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about recharging.
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
In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about authenticity in 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.
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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
In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about culture.
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
In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about hiring.
See our other episode with Abdul: From Ritz-Carlton to Reinventing Hospitality: What I’ve Learned So Far
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
In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares his journey from a fascination with hotel lobbies to becoming a hospitality visionary and how he continues to innovate today.
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
In this episode, Emily Goldfischer, founder and editor of hertelier, interviews Amanda Frasier, President of Standards & Ratings at Forbes Travel Guide. Listen to hear insights into her career journey, the Forbes rating system, and the evolution of luxury travel.
Timestamps:
- (00:00) Introduction
- (01:20) Amanda's background in hospitality
- (04:34) The world of hotel ratings
- (08:46) Changes in the luxury traveler
- (10:04) Testing for intuitive service
- (11:23) Impact on female travelers
- (17:23) Retail and experiential collaborations
- (18:33) Women in leadership
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
In this episode, Kainoa Horcajo, founder and principal at Mo'olelo Group, shares insights on integrating culture into hospitality to benefit everyone.
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
In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku, about how to cultivate a culture of innovation.
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
In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku, about what he is observing in the market today.
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
In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku, about the process he used to bring innovation to 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
In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku.
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
In this episode, Matthias Huettebraeuker interviews Hans Meyer, one of the initial creators and founding partners of citizenM, before he co-created his latest company, Zoku. Here, Hans shares insights into citizenM's groundbreaking approach to hospitality, and the importance of focusing on customer needs over industry norms.
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
In this episode recorded in January 2025, David Jackson, President & CEO of the Boone Area Chamber of Commerce, shares how hotels became lifelines during a hurricane and how collaboration and hospitality are driving the region's long-term growth.
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
Josiah Mackenzie shares the news of Hospitality Daily being voted the #1 hospitality podcast for 2025 and invites you to participate. Message Josiah here on LinkedIn or email your thoughts or suggestions 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
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- 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
In this episode, Frits van Paasschen, former CEO of Starwood Hotels & Resorts, shares his thoughts about technology and AI in hospitality today.
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
In this episode, Frits van Paasschen, former CEO of Starwood Hotels & Resorts, shares insights and updates from his book, The Disruptor's Feast.
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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- 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
In this episode, Frits van Paasschen shares what he learned about building trust and a culture of innovation when he was the CEO of Starwood Hotels & Resorts.
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
In this episode, Frits van Paasschen, former CEO of Starwood Hotels & Resorts, shares lessons from his career journey, as well as the importance of mentorship.
Buy The Disruptor's Feast
Follow Frits on LinkedIn
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
In this episode, Josiah Mackenzie, founder and host of Hospitality Daily, shares his thoughts on the importance of understanding the business side of hospitality and how it can ultimately enhance guest experiences and career opportunities.
Also see: A new chapter for me
A few more resources:
- If you're new to Hospitality Daily, start here.
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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
In this episode, Sarah Dandashy, an award-winning concierge and thought leader in travel and hospitality, shares insights from her TEDx talk, "The Secret to Making Someone Feel Special," and discusses the importance of genuine connection.
Watch Sarah's TEDx talk: The Secret to Making Someone Feel Special
See our other episode with Sarah: Mastering Media: How I Became An In-Demand Travel & Hospitality Expert For TV, Newspapers & Social Media
Watch Sarah's series with Anthony Melchiorri and Curator Hotel & Resort Collection on YouTube
More:
- Visit Sarah's website
- Learn more about Sarah's book, Hospitality From Within
- Follow Sarah on LinkedIn
- Follow Sarah on Twitter
- Follow Sarah on Instagram
- Follow Sarah on Facebook
A few more resources:
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- 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
In this episode, Emily Goldfischer, founder and editor of hertelier, interviews Candice D'Cruz, Vice President of Luxury Brands at Hilton.
Read on hertelier - Maximizing Your Mentorship Experience: A Guide For Mentees
If you missed it, check out Personal News + Changes Coming to Hospitality Daily
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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
In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what "disruptive hospitality" means to him - and why it's so important.
A few more resources:
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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
In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he's learned about effective training.
A few more resources:
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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
In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares hospitality lessons from an unexpected role that we can all learn from.
Also see:
- Service is a Privilege: The Mindset of Hospitality Success - Marc Schwarz
- Creating Alchemy with Ian Schrager (And How Hospitality Needs to Change) - Ben Pundole, PUBLIC Hotels
A few more resources:
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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
In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he learned working at Land Rover that we can all learn from.
Also see:
- Service is a Privilege: The Mindset of Hospitality Success - Marc Schwarz
- The Culture Code: What Made Ian Schrager’s Hotels Different - Marc Schwarz
- From Ferraris to Fine Art: Crafting Joy Through Design - Lily Ackerman
A few more resources:
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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
In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares his experiences working with the legendary hotelier Ian Schrager and the unique culture at Morgan's Hotel Group.
Also see:
- Service is a Privilege: The Mindset of Hospitality Success - Marc Schwarz
- Creating Alchemy with Ian Schrager (And How Hospitality Needs to Change) - Ben Pundole, PUBLIC Hotels
- Working with Ian Schrager: The Iconic Studio 54 Founder's Approach to Hospitality Today - Adam Wallace
A few more resources:
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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
In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he's learned about a life and career in hospitality.
A few more resources:
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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
In this episode, Colin Nagy, a global strategy executive and travel writer, shares why and how he travels, what's catching his attention, and the opportunities he sees in hospitality today:
- (00:00) Introduction
- (02:13) Colin's early travel experiences
- (05:16) Why Colin travels thoughtfully
- (07:29) Fascination with the Middle East and Japan
- (10:40) Why Colin writes about travel
- (12:18) Objectivity in travel writing
- (15:00) Building a network of primary sources
- (17:48) Role of hotels in community immersion
- (23:33) Creativity in hospitality
- (27:07) Family-owned hotels and "patient capital"
- (32:44) "Post-luxury" consumers
- (35:44) New skills for hospitality leaders
- (39:30) AI's impact on hospitality
- (43:43) Airline loyalty strategies
Also see: Colin's interview with Rafat Ali on Skift
A few more resources:
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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
In this episode, Leigh Silkunas, Founder and CEO of 1AX Consulting, breaks down what it means for hotels to be culturally relevant—and why it’s easier (and more powerful) than you think. From tapping into real-time trends to leveraging cultural moments like Taylor Swift’s record-breaking tour or the rise of ‘set jetting,’ Leigh shares how hotels can stay top-of-mind by aligning with what’s happening in the world.
A few more resources:
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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
In this episode, Leigh Silkunas, Founder and CEO of 1AX Consulting, takes us through her journey in hospitality—from the childhood moment that sparked her love for the industry to her unexpected pivot from revenue management to digital marketing. She shares invaluable insights on career growth, the power of mentorship, and how embracing change led her to build a consulting firm that has helped over 500 hotels maximize their digital strategies. Whether you're looking to advance your career or rethink your approach to hospitality marketing, this episode is packed with lessons you won’t want to miss.
A few more resources:
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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
In this episode, Sloan Dean, CEO of Remington Hospitality, shares insights on how AI and automation are transforming the hotel industry, the future of back-of-house operations, and the importance of learning from other industries to spark innovation in hospitality.
Check out our other episodes with Sloan here.
A few more resources:
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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
In this episode, Sloan Dean, CEO of Remington Hospitality, shares insights on attracting millennials and Gen Z to the hospitality industry, rethinking benefits, and building loyalty through mentorship-driven career paths.
Check out our other episodes with Sloan here.
A few more resources:
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Sloan Dean, CEO of Remington Hospitality, shares insights on building a people-first hospitality company, the importance of food and beverage, and the benefits of smart growth over rapid scaling.
Check out our other episodes with Sloan here.
Read: Culture Creates Room To Thrive At Remington Hotels
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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
In this episode, Kara Bartelt, General Manager at The Hoxton, Downtown LA, shares insights on the role of hotels in urban revitalization, the challenges and opportunities in the hospitality industry today, and the importance of community engagement.
Learn more about Hotel Caring from the California Hotel & Lodging Association (CHLA).
Also, see these other episodes with Kara:
- Engineering Training & Mentorship
- How Buildings Shape Hospitality: Lessons from a Yale-Trained Architect-Turned-Hotel GM
- Revitalizing Places: How Hospitality Can Be A Catalyst for Community Change
A few more resources:
- If you're new to Hospitality Daily, start here.
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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
In this episode, Donte P. Johnson and Jason Bass share the story and message behind Impact Hospitality and their new book of the same name published by Kendall Hunt.
See our other episodes with Donte and Jason:
- Culture creates a feeling and sends a message
- We have a boring problem, not a staffing problem
- Dress codes, grooming standards & creating a welcoming culture
- DEI needs to be a baseline to build from
- Impact Hospitality & being more hospitable to our neighbors
- The business benefits of investing in culture and community
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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- 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
In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares insights on the essence of hospitality, the difference between service and hospitality, and how the industry might evolve in our increasingly digital world.
A few more resources:
- If you're new to Hospitality Daily, start here.
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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
In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares why he's so excited about shaping the future of culinary and hospitality education.
A few more resources:
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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
In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares insights from his 12-year journey leading workplace programs at Google and how he applied his hospitality background to transform Google's workplace experience.
A few more resources:
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares insights on the pivotal role of food and beverage (F&B) programs in enhancing guest experiences in hotels, the brand differentiation strategies at Starwood, and the leadership dynamics in scaling F&B operations.
A few more resources:
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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
In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares his journey through the hospitality industry, pivotal career moments, and the lessons he's learned along the way.
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
In this episode, Judith Cartwright, Founder & Managing Director of Black Coral Consulting, shares creative and practical strategies to drive revenue and profits in hospitality today.
See Judith's ebook: "Asset Management with a Commercial Lens"
A few more resources:
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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
Josiah Mackenzie shares a personal update and changes coming to Hospitality Daily.
Read more here and see the links here
A few more resources:
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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
In this episode, Steve Turk, founder of The Hospitality Mentor, shares insights from his new book "Hospitality Unlocked."
Listen to Steve's conversation with Santiago Rodriguez.
A few more resources:
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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
In this episode, Lori Mukoyama, Global Hospitality Leader, Design Director, and Principal at Gensler, shares insights and observations about the future of hospitality design.
Read Gensler's 2025 Design Forecast
A few more resources:
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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
In this episode, Michael Levie explains the importance of communication and openness in leadership, and how it has contributed to the success of citizenM and other things he has achieved over his career.
If you enjoyed this, you may also enjoy these episodes with Michael:
- The Moments That Made Me: citizenM's Michael Levie Shares His Story
- The citizenM Founding Story (And What It Teaches Us Today)
- The Magic Behind citizenM's Success
- What I've Learned Building Productive Tech Partnerships
- Creating "Quantum Leaps" In Hospitality Innovation
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
In this episode, Michael Levie shares his insights on innovation, the importance of "importing" ideas and skills from elsewhere, and his vision for what the future of hospitality might look like.
If you enjoyed this, you may also enjoy these episodes with Michael:
- The Moments That Made Me: citizenM's Michael Levie Shares His Story
- The citizenM Founding Story (And What It Teaches Us Today)
- The Magic Behind citizenM's Success
- What I've Learned Building Productive Tech Partnerships
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
In this episode, Tim Wiersma, founder of Revenue Generation, and Dan Skodol, the company's vice president of data science and analytics, share insights on the current state of revenue management in the hospitality industry, the transformative potential of AI, and the importance of focusing on profitability over occupancy metrics.
Also see:
- Article from Tim: Enhancing Hotel Profitability: Leveraging AI and BI for Commercial Decision Support
A few more resources:
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- 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
In this episode, Michael Levie, co-founder and former Chief Operating Officer of citizenM, shares his insights on effectively working with technology partners to create innovative solutions and maximize impact in hospitality.
If you enjoyed this, you may also enjoy these episodes with Michael:
- The Moments That Made Me: citizenM's Michael Levie Shares His Story
- The citizenM Founding Story (And What It Teaches Us Today)
- The Magic Behind citizenM's Success
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
In this episode, citizenM co-founder Michael Levie shares insights into the innovative strategies and operating approach that has driven the company's success.
If you liked this, you may also like these episodes:
- The citizenM Founding Story (And What It Teaches Us Today)
- The Moments That Made Me: citizenM's Michael Levie Shares His Story
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
In this episode, Michael Levie, co-founder of citizenM, shares the story of how the innovative brand began, the challenges they faced, and the unique strategies that set them apart in the industry.
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
In this episode, Michael Levie shares his journey from a young hospitality enthusiast to a leader (including co-founding citizenM), his experiences with technology in hospitality, and his advice for aspiring hoteliers.
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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- 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
In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares insights on creating standout food and beverage concepts, emphasizing the importance of working with specialists and maintaining concept integrity.
More episodes with Anthony:
- Lessons from Starwood, Kimpton, and IHG in F&B Leadership
- Why Hotel F&B is the Ultimate Creative Canvas
- How Personal Development Transformed My Hospitality Leadership
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
In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares essential tactics for keeping your property top of mind, from creating hyper-local strategies to leveraging partnerships with influencers and local businesses.
More episodes with Anthony:
- Lessons from Starwood, Kimpton, and IHG in F&B Leadership
- Why Hotel F&B is the Ultimate Creative Canvas
- How Personal Development Transformed My Hospitality Leadership
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
In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares how he helped drive revenue growth at the Grand Wailea by listening to his team and his guests.
More episodes with Anthony:
- Lessons from Starwood, Kimpton, and IHG in F&B Leadership
- Why Hotel F&B is the Ultimate Creative Canvas
- How Personal Development Transformed My Hospitality Leadership
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
In this episode, Chris Bowling, Head of Digital and Consumer Marketing at BWH Hotels Great Britain, shares insights on the importance of direct bookings, the role of OTAs, and the impact of AI on the hospitality industry.
Read Chris' newsletter, The Hotel Hype.
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
In this episode, Sean Murphy, General Manager at The Bower, shares how technology like AI can optimize operations, free your team to elevate guest experiences, and deliver a strong ROI.
Hear more of Sean's story: From Pool Attendant to Achieving Forbes 5-Star Recognition
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
In this episode, Sean Murphy, General Manager at The Bower, shares his inspiring career journey in hospitality, from his beginnings at Ritz-Carlton to leading an independent hotel to Forbes five-star recognition in Mexico.
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
In this episode, Lou Zameryka, founder of Alively and partner at Ventures Hospitality, shares insights on integrating wellness into hospitality to drive guest loyalty, boost satisfaction, and unlock new revenue streams.
Check out these other episodes with Lou:
- Unlocking Human Potential: The Power of "Healthspan" in Hospitality - Lou Zameryka
- Building Booking.com: Lessons In Culture, Innovation, And Global Growth from Behind The Scenes - 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
In this episode, Dylan Barahona shares his journey from building Lego hotels as a child to creating immersive VIP experiences at high-profile events like Coachella and Gary Vaynerchuk's VeeCon. He discusses his recent 50-day experiential hospitality challenge, where he used generative AI to visualize bold hospitality concepts, and offers insights into why brands should invest in experiential environments.
View Dylan's Experiential Hospitality Challenge on LinkedIn.
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
In this episode, Ben Rafter, President and CEO of Springboard Hospitality, shares insights on how innovation and technology can empower hospitality providers and elevate the guest experience.
We cover:
- Springboard's dedicated department for innovation
- The importance of beta-testing technology
- What frustrates Ben about technology companies
- What it takes to successfully implement technology
- Enhancing guest interactions with technology
- Supporting emotional intelligence in hospitality
- Why Ben loves behind-the-scenes technology for operations
If you enjoyed this, you may also enjoy:
- What Happens When a Tech CEO Leads a Hotel Company - Ben Rafter, Springboard Hospitality
- ChatGPT for Hotel Reviews: AI Lessons From Our 1 Hour, $20 Live Experiment - Josiah Mackenzie
- Hard Truths on Hotel Tech: Unfiltered Insider Advice - Josiah Mackenzie
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
In this episode, Ben Rafter, President and CEO of Springboard Hospitality, shares his career journey from the tech industry to hospitality and his innovative approach to blending technology, transparency, and a guest-first mindset to turn challenges into opportunities.
We cover:
(01:08) Ben's start in hospitality
(04:09) Lessons from growing Aqua Hotels during the 2008 financial crisis
(06:01) Data and reports Ben focuses on
(08:16) Personal development and learning
(10:19) What's on Ben's mind these days
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
In this episode, Rachel Roginski, Principal at Pinnacle Advisory Group, shares her take on our State of the Hotel Industry research.
You may also enjoy:
- The State of the Hotel Industry: 5 Things To Know for 2025 - Josiah Mackenzie
- Beyond Efficiency: How AI Can Help Hospitality Thrive in 2025 - 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
In this episode, Lou Zameryka shares his take on the State of the Hotel Industry research discussed yesterday.
Article referenced: The AI Revolution in Hospitality: Transforming the Hotel Industry through Innovation and Employee Empowerment
You may also enjoy this from Lou: Creative but Practical Uses for AI Today in Hotel Sales, Marketing, and Revenue Management (Takeaways From HSMAI's Latest Event)
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
In this episode, Josiah Mackenzie shares key insights about the state of the hotel industry for 2025, based on a comprehensive survey conducted on this topic.
View the research charts here on HotelOperations.com
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Katina and Kyle Connaughton, the visionary founders of SingleThread, share the story behind ThroughLine, an innovative dining experience blending storytelling, film, and exquisite cuisine. Learn how their collaborations with artisans, farmers, and partners such as Auberge Resorts, Audi, and OpenTable bring deeper connections to food and its origins while inspiring sustainability and community.
If you liked this, you may also like these other episodes with Kyle and Katina:
- A Hospitality Love Story: How the Industry's Most Successful Couple Fell in Love with Hospitality (and Each Other)
- The SingleThread Story
- How We’re Finding Meaning In Hospitality Beyond The Accolades
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
Take our Artificial Intelligence in Hospitality survey
In this episode, Janette Roush, the SVP of Innovation and Chief AI Officer at Brand USA, shares her insights on embracing AI in the workplace and how it can drive innovation in the tourism industry.
Watch this conversation on YouTube
Mentions:
- Brand USA & AI (including framework for use)
- Listen to Janette Live From Travel Week: Leadership Alignment with Generative AI
- Conor Grennan, Chief AI Architect at the Stern School of Business
- Ethan Mollick, Professor at the Wharton School of Business
- One Useful Thing (Newsletter by Ethan Mollick)
- Every (Media company)
- Udemy (Online learning platform)
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Martin Soler, a former hotel general manager turned marketing strategist, shares insights on how AI is reshaping hotel operations and how it can be used to streamline work, improve communication, and stay competitive in 2025 and beyond.
- (01:33) The two "camps" of AI adoption
- (02:36) The importance of experimenting with AI
- (03:14) Specificity in AI applications
- (03:34) Josiah's experience with ChatGPT
- (04:08) Martin's use of AI in daily work
- (05:12) Benefits of dictating to AI
- (06:46) AI for hotel general managers
- (07:36) AI in marketing and documentation
- (08:47) Addressing the stigma of using AI
- (09:31) Importance of confidentiality and security
- (10:23) Caution with AI tools in corporate settings
- (11:05) Supercharging communication with AI
- (11:32) AI in RFP processes for meetings and events
Read Martin's article: What is AI going to bring hotels in 2025?
Subscribe to Martin's newsletter, Tell
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Matthias Huettebraeuker, an independent hospitality strategist with experience at citizenM and Design Hotels, shares how we can break free from outdated thinking, embrace innovation, and create hotels and hospitality businesses that people love.
- (01:27) The shift in the hospitality industry 20 years ago
- (02:09) Importance of community
- (03:13) The need to rethink and innovate
- (03:42) Knowing your "why"
- (05:08) Developing a niche and "personality"
- (06:06) Bold hospitality
- (08:46) Importance of storytelling in hospitality
- (09:38) Claus Sendlinger's new development
- (10:00) Cultural relevance and resonance
- (11:04) Physical and social aspects of hotel experiences
- (12:08) Asking the right questions
- (12:39) User stories and use cases
- (13:00) Serving local communities
- (13:43) Expanding beyond traditional hotel services
- (14:52) Iterative development in hospitality
- (15:09) Pop-up hotel example in Munich
- (17:08) Structuring real estate for flexibility
- (18:09) "Stage for life" concept
- (18:51) Learning from citizemM
- (20:32) Power of asking the right questions
- (21:03) Cross-fertilization concept
- (21:55) Learning from the automotive industry
- (23:12) Rethinking hospitality and real estate
- (25:08) Growth potential for big hotel groups
- (26:11) Being an "everyday brand"
- (27:55) Recognition vs. reward in hospitality
- (28:05) Conclusion and where to learn more about Matthias
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
Listen to Hospitality Daily founder and host Josiah Mackenzie share what he sees as the opportunity for hospitality ahead.
Links:
- Simon Sinek: Start with Why
- The Power of Hospitality to Bring Us Together
- How Napa Valley's Tourism Strategy Can Boost Your Hospitality Business - Linsey Gallagher, Visit Napa Valley
- A Chef's View on Food, Community, and Renewal - Tyler Florence
- Engineering Training & Mentorship at The Hoxton, Downtown LA
- Why The Hotel Industry is at a Pivotal Moment - Zach Demuth, JLL
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
Listen to Hospitality Daily founder and host Josiah Mackenzie share highlights and lessons learned in 2024, plus what he's excited by for 2025.
Highlights:
(1:37) Chip Conley
(3:56) Kristie Goshow at KSL
(5:04) Inn at Newport Ranch
(6:11) Palisades Hospitality
(7:22) Katina and Kyle Connaughton at SingleThread
(9:39) Bashar Wali (episode one and two)
(10:40) Dina Belon & Staypineapple
(13:06) Horst Schulze
(15:07) Nancy Mendelson + Emily Kanders Goldfischer (hertelier) collaboration
(16:44) Hospitality Daily on LinkedIn
Lessons:
(17:54) #1 lesson for me
(18:50) Video
(20:27) Audio
(21:56) Research
(22:05) Research with Sojern on guest experience
Looking ahead:
(23:23) Zach Demuth on hotel industry trends
(23:46) More voices
(24:32) Technology
(24:59) My guide to hotel tech
(26:10) Independent hospitality
(26:40) Rob Blood at Lark
(27:23) Events + Indie Lodging Congress
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Zach Demuth, the Global Head of Hotels Research at JLL, shares why the hospitality industry is at a pivotal juncture and what it means for you.
See insights and research from JLL here
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton and Ritz-Carlton Reserve, shares his observations and insights on the state of hospitality work and the importance of emotional skills, empowerment, and career development.
Listen to our other episodes:
- What I've Learned Building a Career in Luxury Hotel Leadership
- The Evolution of Luxury Hospitality From Comfort to Connection
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton and Ritz-Carlton Reserve, shares his insights into the evolution of luxury hospitality and the importance of emotional connections, sustainability, and innovation.
Listen to our other episode: What I've Learned Building a Career in Luxury Hotel Leadership
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton and Ritz-Carlton Reserve, shares his journey in luxury hospitality, career transitions, and the mentorship experiences that shaped his leadership style.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
Mary Alice Palmer is the Global Creative Director and Founding Partner of ROAM Interior Design, and in this episode, shares insights on the power of design in providing hospitality and how she approaches creating memorable and emotional guest experiences.
Listeners will learn:
- Mary Alice's definition of the essence of hospitality and what it means to create a warm, welcoming environment.
- How her background in set design and luxury leather goods influences her work in hospitality design.
- The process of working with clients to develop unique and compelling design concepts.
- The importance of storytelling and cinematic experiences in hospitality design.
- Specific examples of how these principles were applied in projects like The Ritz-Carlton, Portland, and Auberge Resorts.
- The role of local artisans and craftsmen in creating authentic and unique hospitality experiences.
- Insights into designing for ultra-high-net-worth individuals, as seen in the Amaala Yacht Club project in Saudi Arabia.
- The potential impact of AI and technology on the future of hospitality design.
- The growing importance of wellness and medical wellness in luxury hospitality.
Follow ROAM on Instagram and LinkedIn
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this replay from an earlier conversation, Bill Walshe, a global hospitality leader and the former CEO of The Viceroy Hotel Group, shares a tradition he developed that we all can learn from.
Listen to my earlier episodes with Bill:
- What Guests Are Looking For In Luxury and Hospitality Today
- How "Prideology" Helped Me Inspire My Teams as CEO
- Creating A Culture of Belonging To Enable Consistent Individuality
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this replay from an earlier conversation, Bill Walshe, a global hospitality leader and the former CEO of The Viceroy Hotel Group, shares thoughts about the power of generosity in hospitality.
Listen to my earlier episodes with Bill:
- What Guests Are Looking For In Luxury and Hospitality Today
- How "Prideology" Helped Me Inspire My Teams as CEO
- Creating A Culture of Belonging To Enable Consistent Individuality
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Maria Navarro shares a message for all of us to keep in mind this holiday season.
Listen to our past episodes with Maria:
- We are all family this holiday season
- How hospitality changes you (the story behind my viral article)
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Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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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
In this replay from an earlier conversation, Christian de Boer shares what he did differently around the holiday that inspired guests and team members alike.
Listen to our past episodes with Christian:
- This Is What Being Radically Guest-Focused Looks Like
- Does TripAdvisor Still Matter for Hotels in 2024? (Reputation Management Masterclass)
- Sustainable Hospitality: Real Steps, Real Impact
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Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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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
In this episode, Nathan St Cyr, co-founder of Howzit Hostels, shares how focusing on guest connections and rethinking traditional models can create extraordinary experiences and scalable success.
Listen to learn:
- How Nathan transitioned from a successful sales leader in hospitality to co-founding Howzit Hostels.
- The importance of questioning traditional hospitality models and listening intently to guests.
- The impact of Nathan's childhood travel experiences on his approach to hospitality.
- The significance of community spaces and design in fostering guest connections.
- How Howzit Hostels integrates into the local Maui community and contributes positively.
- The rationale behind requiring proof of travel and a maximum stay policy.
- The role of guest feedback in continuously improving the hostel experience.
- The importance of creating a strong company culture and aligning values.
- How Howzit Hostels uses systems and processes to ensure consistent guest experiences.
- The evolving preferences of Gen Z travelers and the rise of female solo travelers.
- Future growth plans for Howzit Hostels and the importance of responsible scaling.
Also see:
- Nathan's story on Growth House
- Nathan's story on REL Freedom
- The Hotel Investor Playbook podcast
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
Take the State of the Hotel Industry Survey now
In this episode, David Arraya, the Founder of Conscious Hospitality Unlimited, host of the Conscious Hospitality Podcast, and a former hotel general manager, shares insights from the State of the Hotel Industry Survey and discusses the challenges and opportunities facing hoteliers today.
Listeners will learn:
- The biggest day-to-day challenges for hotel owners and operators, including revenue generation and profitability.
- The leadership implications of focusing on revenue and profitability versus nurturing and supporting staff.
- The importance of corporate support in enabling property teams to take care of their people.
- The excitement around innovating guest experience delivery and how it contrasts with cost-cutting measures.
- The role of AI-based technologies in improving efficiency and enhancing guest services.
- The industry's mindset towards staffing challenges and the importance of training and developing employees.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Rob Blood, founder of Lark Hotels and now chairman of the combined company with Life House, shares insights into their recent joint venture and the future of independent hospitality.
Read the announcement
Listen to previous episodes with Rob:
- How We Created An Award-Winning Boutique Hotel Management and Development Company - Meg Kennedy & Rob Blood, Lark Hotels
- Intro to Lifestyle Hotel Development and Management - Meg Kennedy & Rob Blood, Lark Hotels
- Road Trips & Revelations: Fresh Ideas for Hospitality - Meg Kennedy & Rob Blood, Lark Hotels
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- You can send me a message here with questions, comments, or guest suggestions
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- 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
In this episode, Danica Smith, Founder of MorningStar GX, shares her insights on the evolving role of technology in enhancing guest experiences in the hospitality industry. Listen now to learn about:
- The future of online hotel guest reviews and their relevance in a highly personalized booking journey.
- The impact of influencers on online reputation and guest feedback.
- The concept of "micro feedback" and its importance in guest interactions.
- The balance between guest intelligence gathering and guest touchpoints.
- Innovative approaches in payment disruption and loyalty programs.
- Emerging travel trends such as sleep retreats and water-centric travel.
- Creative ways for traditional city center hotels to offer unique and memorable experiences.
If you enjoyed this, you may also enjoy:
- Danica's LinkedIn post about the Santa in Andorra
- Guest Experience Tech: What I Learned Building, Selling, and Using It - Danica Smith
- Beyond Buzzwords: The Truth about Guest Experience - Danica Smith
- A Road Trip with James Lemon with Career and Innovation Lessons from his Journey from IHG Strategist to Global Technology Leader (James Lemon, Stripe)
- Hard Truths on Hotel Tech: Unfiltered Insider Advice - Josiah Mackenzie
- More episodes on technology and guest experience
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
In this episode, Danica Smith, Founder of MorningStar GX, shares her insights on using technology to enhance guest experience in the hospitality industry. Listen now to learn:
- The importance of focusing on guest satisfaction as the ultimate goal of implementing new technology.
- The significance of simplicity and clarity in technology adoption and project goals.
- The value of beta testing and ensuring the basics of guest experience are covered before implementing advanced tech solutions.
- The importance of viewing hotel tech providers as partners (instead of vendors) and the importance of transparency and authenticity in those relationships.
- The impact of industry acquisitions on open API strategies and integration challenges.
- Practical advice on evaluating potential tech partners and ensuring effective integrations.
If you enjoyed this, you may also enjoy:
- Beyond Buzzwords: The Truth about Guest Experience - Danica Smith
- Hard Truths on Hotel Tech: Unfiltered Insider Advice - Josiah Mackenzie
- More episodes on technology and guest experience
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Danica Smith, Founder of MorningStar GX, shares her insights on the enduring power of focusing on guest experience in the hospitality industry.
Listen now to learn:
- The true meaning of "guest experience" and why it matters.
- Common hesitations and obstacles hotel companies face in improving guest experience.
- The impact of digitalizing the guest journey and the importance of on-property experiences.
- The role of guest feedback and online reputation in shaping guest expectations.
- How to effectively use guest data to empower hotel teams and improve operations.
- The importance of a strong management response strategy to guest reviews.
- Examples of creative solutions to common operational challenges in hotels.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Justin Rodriguez, General Manager at the Shashi Hotel, shares insights on how technology is transforming the hospitality experience at their hotel in the heart of Silicon Valley.
Listen to learn:
- How Shashi Group is using technology to create a customizable room experience for guests.
- The impact of technology on the hotel's staff and operations.
- The benefits and challenges of implementing new tech in a hospitality setting.
- How the hotel uses guest data to enhance service and improve guest interactions.
- Examples of unique services and amenities enabled by technology.
- The importance of flexibility and adaptability in meeting guest preferences.
- Insights into the future of hospitality and the role of technology in shaping guest experiences.
You might also enjoy: This Hotelier is Next to Google, Sees The Future, and Shares What He’s Doing About It (Dipesh Gupta, Shashi Group)
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
In this episode, Maria Loleyt, CEO of Plurana, shares her insights into what makes luxury hotels exceptional based on interviews with dozens of hotel leaders and analysis of over 1.2 million guest reviews. She explains how hotels can go beyond merely providing clean and beautiful spaces to creating emotional connections that delight sophisticated travelers.
What You’ll Learn:
- How luxury hotels create emotional connections with guests through personalization and cultural integration.
- Why both exclusive access and simple joys are critical to exceptional hospitality.
- The rise of the sophisticated traveler and how their expectations are reshaping the industry.
- How cultural elements and storytelling within hotels can elevate the guest experience.
- Practical examples of how hotels are integrating art, history, and local culture into their offerings.
- The role of technology in creating immersive, culturally rich experiences for hotel guests.
- How focusing on small, thoughtful touches can differentiate a hotel and build guest loyalty.
Download the report: Beyond the Suite - Cultural and Market Trends in European 5-Star Hotels
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Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
In this episode, Teddy Albertson shares how blending creativity with practicality can transform spaces, revitalize cities, and create unique, memorable experiences that drive foot traffic and engagement.
What you’ll learn by listening:
- How art and immersive experiences can revitalize urban areas and hospitality spaces.
- The unique collaboration between Teddy and artist Mike Bennett to create public joy in Portland.
- Why "attainable joy" is a key factor in creating inclusive, repeatable experiences.
- The importance of meeting people where they are with accessible and family-friendly activities.
- Lessons hospitality leaders can apply to create one-of-a-kind guest experiences.
Resources:
- Mike Bennett Art
- Follow Mike on Instagram at @MikeBennettArt
- Learn more about Wonderwood Springs
- Watch a video about Wonderwood
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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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
In this episode, Eric Jafari, founder of AENDRE Group, shares how stepping out of your comfort zone and immersing yourself in new experiences can spark ideas that transform the way that you provide hospitality.
We talk about:
- How blending ancient traditions with modern design can drive innovation in hospitality.
- The importance of immersing yourself in different cultures to challenge and expand your reality.
- The idea of merging different traditions and experiences, such as Scandinavian saunas and cold immersion with music and breathwork.
- The potential of creating natural, immersive experiences within urban settings.
In this conversation, Eric and I also talk about Apple, Da Vinci, Elon Musk, Othership, Onsens (Japanese hot spring), Aman and Six Senses,
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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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
In this episode, Eric Jafari, founder of AENDRE Group, shares insights into the evolution of hospitality innovation and how it can shape the future of the industry.
You'll learn about:
- The origins of the lifestyle hotel movement in the 1980s.
- How Steve Rubell and Ian Schrager transformed the Executive Hotel in New York.
- The role of status and self-worth in the success of lifestyle hotels.
- The shift in priorities from status to self-actualization among Gen Z and millennials.
- The importance of wellness in modern hospitality.
- How hotels can create meaningful experiences and build a sense of community.
- The impact of social media on the perception of status and self-worth.
- The significance of understanding your target consumer in the hospitality industry.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Eric Jafari, founder of AENDRE Group, shares the story of an eye-opening experience that redefined his understanding of wellness and innovation in the hospitality industry.
You'll learn about:
- The historic role of alcohol as a "social lubricant" and its impact on social interactions.
- How the Gen Z consumer's reduced alcohol consumption is influencing new social experiences.
- The concept of wellness resorts and how they can offer more than just relaxation.
- Eric's personal experience at a wellness concept in Toronto that combined elements of a beach club with traditional wellness activities.
- The potential for creating hospitality experiences that leave guests feeling healthier and more connected.
In this episode, Eric mentions:
- Stealing Fire (book)
- Burning Man (festival)
- Othership (wellness concept)
- Barry's Bootcamp (gym)
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
In this episode, Eric Jafari, founder of AENDRE Group, shares his journey from a stable career in real estate investment to redefining hospitality through innovative concepts.
You'll learn:
- Why predictability stifles innovation in the hospitality industry.
- How culture shapes risk-taking and the importance of embracing trial and error.
- The disconnect between traditional hotel investments and consumer preferences.
- Insights into the creation and success of the Locke hotel concept.
- The evolving definition of wellness in the context of modern hospitality.
In this conversation, Eric and I also talk about Claus Sendlinger at Design Hotels, Future Labs, the Independent Lodging Congress, SoulCycle, and Barry's Bootcamp.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
In this episode, Adele Gutman, the former head of sales, marketing, and revenue at The Library Hotel Collection, shares her journey of driving guest satisfaction to the top of the charts through team empowerment and operational excellence - and the impact that had on demand and revenue.
You may also enjoy these with Adele:
- Stop Fighting Fires: Building a Culture of Problem Solvers in Your Hotel (podcast)
- Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube)
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Adele Gutman shares insights on effectively responding to hotel guest feedback to prevent future issues and improve guest satisfaction and team morale.
Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube)
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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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
In this episode, Ken Barber, founder of Wildhaven, shares his journey of building a thriving nature-based hospitality brand that helps guests slow down, reconnect, and escape the chaos of daily life.
Listen now to learn:
- How Wildhaven has evolved from its early days to a thriving hospitality brand with locations in Sonoma and Yosemite.
- The importance of blending comfort with the beauty of the outdoors.
- Insights into product development and creating amenities that cater to guests' needs.
- The significance of providing clean and well-maintained communal spaces.
- The role of nature in enhancing the guest experience and promoting relaxation.
- The unique considerations of providing hospitality to families and groups.
- The market opportunity and durability of the glamping industry.
- The benefits of working in the glamping industry and the unique work-life balance it offers.
- Future plans for Wildhaven, including expansion and new amenities.
See my review of Wildhaven on YouTube
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
In this episode, Mark Fancourt, founder and principal of TRAVHOTECH, shares insights into the evolving landscape of hospitality technology, drawing from his extensive experience leading technology for both hospitality companies and solution providers.
Chapters:
- Takeaways from ILHA & How Mark Learns About Tech and Innovation (01:40)
- Why Work in Hospitality? (05:47)
- Why Luxury Hospitality Is Critical to Watch (08:06)
- What’s Exciting in Hotel Technology Today? (10:59)
- Hotel-Specific vs. Big Tech Solutions (16:16)
- CRM vs. PMS: Key Differences and Opportunities (18:37)
- Build vs. Buy: The Technology Decision for Hotels (23:45)
- The One Technology Hotels Can’t Buy Today (24:40)
- Lessons from Past Tech Cycles for the AI Boom (25:58)
- The Potential of AI-Powered Voice Technology (27:56)
- How Technology Bridges Language Barriers in Travel (30:36)
- The Mindset Shift Required to Benefit from Technology (33:49)
- How to Sell Technology Internally and Secure Approvals (36:09)
- Technology as a Competitive Advantage in Hospitality (38:42)
- Flywheels and Exponential Outcomes in Hotel Technology (42:01)
- Do You Need New Technology or Better Education? (42:37)
- Building Long-Term Relationships with Technology Providers (45:41)
- Case Study: Technology Excellence at Peninsula Hotels (48:50)
- What the Hospitality Industry Can Learn from Other Industries (52:49)
Read Mark's article: Where does hotel PMS software sit in the new hospitality technology stack?
If you liked this, you may also enjoy: Creative but Practical Uses for AI Today in Hotel Sales, Marketing, and Revenue Management (Takeaways From HSMAI's Latest Event) - Lou Zameryka
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Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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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
In this episode, Sophie Hulgard, Chief Sales Officer at Accor, shares insights on the power of providing hospitality through meetings, the economic impact of face-to-face events, and how hotels can maximize these opportunities.
Listen now to learn about:
- The impact of the pandemic on the meetings and events industry.
- The value of face-to-face meetings versus digital interactions.
- Key findings from Accor's recent research on the economic impact of meetings.
- Differences in meeting value perceptions across various countries.
- The unique advantages hotels have in hosting meetings.
- Accor's emphasis on sustainability in meetings.
- The role of technology in enhancing meeting experiences.
- The importance of flexibility and agility in meeting spaces.
- The return on investment of in-person meetings for businesses.
See Accor’s Research: Unlocking Growth Through Face-to-Face Meetings
If you liked this, you might also like: Observations from San Francisco on the Hotel Space Advantage in the New AI Economy (by Josiah Mackenzie)
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton, shares his insights on AI's underestimated power in hospitality and technology's role in enhancing luxury experiences.
Listen now to learn about:
- The importance of innovation and the rapid pace of AI in hospitality.
- How AI can alleviate administrative burdens for hospitality leaders.
- The balance between human connection and technology in luxury hospitality.
- The impact of AI on guest comfort, anticipation of needs, and financial performance.
- The role of technology in reducing stress and increasing productivity for hospitality staff.
- The necessity of maintaining "human capital" in guest-facing roles.
- Observations on luxury travelers' engagement with technology and the trend towards wellness and relaxation.
If you liked this, you may also enjoy:
- ChatGPT for Hotel Reviews: AI Lessons From Our 1 Hour, $20 Live Experiment
- Hard Truths on Hotel Tech: Unfiltered Insider Advice
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Josiah Mackenzie reflects on what he learned building an AI bot in ChatGPT and Claude with Adele Gutman to help answer online hotel reviews.
Watch Us Build an AI Bot to Answer Hotel Reviews on YouTube
Listen to our other episodes with Adele:
- How to understand guest review scores
- “Good isn’t good. Only great is good.”
- How The Library Hotel Collection reached #1 in the world
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Lou Zameryka, founder of Alively and partner at Ventures Hospitality, shares insights on the creative use of artificial intelligence in the commercial functions of hospitality - sales, marketing, and revenue management - from a recent HSMAI event.
Listen now to hear about:
- The importance of understanding different types of AI and their applications in the hospitality industry.
- How AI can be practically applied in sales training using video avatars and gamification.
- The role of generative AI in marketing and the need for hotels to optimize their content for AI-based conversational search.
- The concept of attribute-based pricing in revenue management and its potential to enhance revenue by targeting specific customer cohorts.
- The idea of AI-native companies and "boundaryless intelligence."
Links:
- Lou's LinkedIn post about this HSMAI event
- Upcoming events by HSMAI
Other episodes with Lou:
- Building Booking.com: Lessons In Culture, Innovation, And Global Growth from Behind The Scene
- Unlocking Human Potential: The Power of "Healthspan" in Hospitality
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Ryan Mann, a partner at McKinsey, shares insights on the growing trend of Travel Tuesday and its implications for the travel and hospitality industry.
Listen now to learn:
- What Travel Tuesday is and how it compares to Black Friday and Cyber Monday.
- The types of travel deals available during Travel Tuesday and how consumers can take advantage of them.
- The benefits for the hospitality industry in participating in Travel Tuesday, especially during off-season and shoulder season.
- The shift in consumer behavior from buying goods to seeking experiences.
- The importance of staying close to guests and understanding their changing preferences.
- The critical balance between marketing travel experiences and delivering on those promises.
More:
- McKinsey: Travel Tuesday is real—and growing
- CNBC: Consumer interest in 'Travel Tuesday' soars
- Hospitality Daily Podcast: How The World's Best Hotels Deliver Exceptional Service - Ryan Mann
- Hospitality Daily Podcast: Why McKinsey's Ryan Mann Sees So Much Potential in Hospitality Now
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Victoria Gordon, Front-of-House Manager at Timber Cove Resort, shares her journey from front desk agent to manager and offers her unique perspective on the role of technology in hospitality.
Listen now to learn about:
- Victoria's career path from a front desk agent to a manager at Timber Cove Resort.
- The importance of community and collaboration in a remote hospitality setting.
- The value of training and development in hospitality careers.
- The transition from retail to hospitality and the skills that transfer.
- The role of AI and technology in enhancing guest experiences without losing the human touch.
- The responsibilities and daily tasks of a front-of-house manager.
- How Timber Cove Resort maintains a balance between technology and personalized guest service.
- Insights into the unique aspects of working in a remote, nature-based resort.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Joli Barfield, founder of New York City Women in Hospitality, shares her inspiring story of starting the organization and offers valuable insights on building genuine relationships in the hospitality industry.
Listen now to learn about:
- The importance of relationships in achieving success in hospitality.
- How New York City Women in Hospitality was founded - and its evolution.
- The impact of the pandemic on the hospitality industry and how the organization adapted.
- The activities and events organized by New York City Women in Hospitality.
- Tips on how to engage and contribute effectively in networking events.
- Advice for starting a similar organization in other cities.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Joli Barfield, Cluster Director of Learning at Montage International, shares her insights on managing burnout in the hospitality industry and maintaining personal well-being.
Listen now to learn about:
- The prevalence of burnout in the hospitality industry and its impact on career decisions.
- Strategies for maintaining mental and physical health in a demanding work environment.
- The importance of disconnecting from technology and finding personal ways to recharge.
- Habits that can enhance performance.
- The role of meditation and stillness in managing stress.
- Creative ways to find inspiration and stay motivated.
- The significance of understanding the history and story of the places where you work.
If you enjoyed this, listen to our other episode: Behind the Scenes of Montage’s World-Class Training Programs
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Oral Muir, Vice President of Partnerships, Experiences, and Distribution at Hilton, shares insights into how Hilton leverages creative partnerships to enhance hospitality experiences and stay relevant to evolving traveler trends.
- How Hilton's 20-year partnership with McLaren Racing delivers unique benefits for both brands and their customers.
- The importance of long-term partnerships and the value they bring to both parties.
- How Hilton approaches partnerships with brands outside the hospitality industry.
- The role of research and insights in driving creative and meaningful hospitality experiences.
- The significance of rest and high-quality stays for performance, particularly in the context of McLaren Racing.
- The growing trend of adventure-seeking among younger consumers and how Hilton is addressing this trend.
- The process of turning research insights into actionable strategies and partnerships.
- The potential role of AI in enhancing the use of data and insights in hospitality.
Also see: The Hilton 2025 Trends Report
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Greg Früchtenicht, Chief Operating Officer at Saira Hospitality, shares how his team is transforming the hospitality hiring process by turning rejections into referrals through Saira Connect, a new initiative designed to help hotels find hidden talent while supporting candidates in their career journeys.
Listeners Will Learn:
- The key challenges hospitality recruiters face with one-click job portals and overwhelming volumes of applications.
- How rejection emails can be transformed into referral opportunities to match candidates with better-suited roles.
- Insights into the Saira Connect model, which combines human-centered screening and workshops to prepare candidates for hospitality careers.
- How the program benefits both candidates and hotel partners by creating a more inclusive and supportive hiring process.
- Real-world examples of candidates who found meaningful opportunities through Saira Connect.
- Why a human touch in recruitment can improve candidate experiences and elevate employer branding in the hospitality industry.
- How local partnerships and training programs can address systemic hiring challenges and strengthen the talent pipeline.
You may also enjoy: Offering Hope Through Hospitality: How We Worked with St. Giles Hotels to Create Opportunities for our Community - Greg Früchtenicht, Saira Hospitality
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Brian Proctor, Principal at Leeds Hospitality Group and host of Tuesday’s Thanks, shares how gratitude has shaped his life, career, and leadership philosophy. Brian reflects on his journey in the hospitality industry, insights from over 130 episodes of his podcast, and practical ways to incorporate gratitude into your personal and professional life.
What You’ll Learn:
- How Brian’s early life experiences influenced his focus on gratitude.
- Why gratitude is a powerful leadership tool in hospitality.
- The story behind Brian’s podcast, Tuesday’s Thanks, and its origins on LinkedIn.
- The role of gratitude in building and leading successful hospitality teams.
- Key themes from 130+ conversations with hospitality leaders on saying “yes” to opportunities and recognizing those who believe in you.
- Practical ways to incorporate gratitude into your leadership and daily operations.
- How opening doors for others can create lasting impact.
Resources Mentioned:
- Brian Proctor’s podcast: Tuesday’s Thanks
- Steve Turk and The Hospitality Mentor Podcast
- Geoff Ballotti, CEO of Wyndham Hotels & Resorts (Tuesday's Thanks episode)
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, the team from The Hoxton, Downtown LA, shares what they’ve learned about building high-performing hotel teams, fostering mentorship, and creating a culture of growth and development.
Kara Bartelt, the hotel’s General Manager; Michael Lopez, Director of Engineering; and Steven Birl, Engineer, dive into the strategies they’ve used to empower their team members, tackle challenges, and encourage those all-important "light bulb moments."
You’ll hear how they:
- Cultivate critical thinking and initiative within their teams.
- Use mentorship to develop future leaders in hospitality.
- Balance technical expertise with emotional intelligence to create memorable guest experiences.
Whether you manage a boutique hotel or a large-scale property, this episode offers practical insights and inspiring lessons on developing talent and unlocking your team's potential.
Listen to our other episode with Kara: How Buildings Shape Hospitality: Lessons from a Yale-Trained Architect-Turned-Hotel GM - Kara Bartelt, The Hoxton, Downtown LA
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Derek De Salvia, Executive Vice President and Chief Customer Officer at Hilton Grand Vacations, shares how HGV is redefining vacation ownership by focusing on flexibility, experiences, and building generational loyalty. From rethinking the traditional timeshare model to delivering unforgettable experiences through the Ultimate Access platform, Derek offers actionable insights into how hospitality leaders can innovate and inspire long-term customer relationships.
What You’ll Learn in This Episode:
- How Hilton Grand Vacations is reimagining vacation ownership to meet the needs of modern travelers.
- The evolution of timeshares from rigid offerings to flexible, experience-driven models.
- How HGV leverages the Ultimate Access platform to create unforgettable vacation experiences.
- Derek’s approach to "Inspired Hospitality" and its impact on guest satisfaction and team culture.
- The importance of listening to customers and team members to drive innovation.
- Strategies for building generational loyalty through exceptional service and personalization.
- Why the role of Chief Customer Officer is critical in shaping customer journeys.
- The changing dynamics of family travel and what it means for vacation ownership.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Joli Barfield, Cluster Director of Learning at Montage International, shares her journey from education to hospitality training and the unique approaches her company takes to ensure service excellence.
Listeners will learn:
- Joli's career story.
- The importance of taking leaps of faith.
- Insights into the ultra-luxury hospitality environment.
- The significance of company culture and leadership in hospitality.
- The power of education and continuous learning.
- The structure and content of Montage and Pendry's new hire orientation program.
- The role of empowerment and confidence in hospitality training.
- The importance of listening to guests to create memorable experiences.
- Different learning modalities and their application in hospitality training.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Masho Khabazashvili shares how her Georgian heritage and involvement with the CHLA Hospitality Foundation have shaped her approach to creating exceptional guest experiences and inspired her vision for the future of hospitality.
What You’ll Learn
- Georgian traditions, such as "every guest is a gift from God," influence Masho’s approach to hospitality.
- The role her mother’s hospitality career played in inspiring her passion for the industry.
- How hands-on experiences with events and feasts in her childhood shaped her skills in guest care and anticipation.
- Why Masho believes meaningful connections are at the heart of exceptional hospitality.
- How the CHLA Hospitality Foundation provided her with scholarships, professional development, and career-shaping opportunities.
- What it’s like to blend cultural traditions with luxury service standards at the St. Regis.
- Masho’s insights into the future of hospitality and how the industry can continue to innovate while staying rooted in connection.
Resources Mentioned
- CHLA Hospitality Foundation: Supporting students with scholarships and professional opportunities.
- Michael Pace: General Manager at the InterContinental Mark Hopkins San Francisco.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
A few thoughts from my morning commute this week in San Francisco, inspired by "Nobody Knows Anything" from Dror Poleg.
For more on this, you may enjoy these other episodes on this show:
- What I'm Excited About in Hospitality Now - Gilda Perez-Alvarado, Accor
- Creating "Influence House" - Sébastien Felix, Influence Society
- Investing in Community: The Power of Education & Programming - Charlie MacGregor, The Social Hub
- How Our Hotels Become Community Pillars, Delighting Neighbors and Guests Alike - Caitlin Ornitz, Champagne Hospitality
- Revitalizing Places: How Hospitality Can Be A Catalyst for Community Change - Kara Bartelt, The Hoxton Downtown LA
- Sonesta Hotels x Rolling Stone: How Strategic Brand Partnerships Create "Money-Can't-Buy" Guest Experiences - Elizabeth Harlow, Sonesta Hotels
- Working With The LeBron James Family Foundation To Empower People Through Hospitality Skills Training - Stephan Bogardus and Tommy Ostrum, Graduate Hotels
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
Learn how to earn media coverage that accelerates your career and builds your company from three of hospitality's top media professionals. In this replay of a special LinkedIn Live collaboration between Hospitality Daily and hertelier, you'll discover proven strategies for crafting compelling stories, landing meaningful coverage, and maximizing media opportunities.
Our Expert Panel
- Emily Kanders Goldfischer: Founder & Editor-in-Chief of hertelier, former VP of PR at Loews Hotels
- Nancy Mendelson: Co-founder & Columnist at hertelier, veteran communicator (CBS, Loews Hotels)
- Josiah Mackenzie: Host & Producer, Hospitality Daily
In This, We Cover:
- The democratization of media and why it matters now
- Why compelling stories can come from any level of an organization
- How to craft stories that journalists actually want to cover
- Tips for interview preparation
- Common mistakes to avoid
- Strategies for maximizing media coverage once you get it
- Special considerations for women in hospitality
- Action steps to begin
Notable Quotes"Speak to express, not to impress." - Nancy Mendelson
"Media inspires media... Being in one publication makes you more interesting to other journalists." - Emily Kanders Goldfischer
"It is very rarely the CEOs that are the most interesting stories." - Josiah Mackenzie
Resources Mentioned
- Book: "Trust Me, I'm Lying" by Ryan Holiday
- Industry podcasts: Hospitality Daily, No Vacancy with Glenn Haussman, Modern Hotelier, Suite Success
Connect
- Emily Kanders Goldfischer: LinkedIn, hertelier.com
- Nancy Mendelson: LinkedIn
- Josiah Mackenzie: LinkedIn, Hospitality Daily
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares why independent operators are becoming a driving force in redefining the hospitality landscape.
Listen now to learn about:
- The rise of hybrid hospitality models and their impact on the industry.
- The power of local impact and how staying small can mean thinking big.
- Financial opportunities in independent hospitality that might surprise you.
- The importance of creativity and willingness to try new things in hospitality.
- How independent hospitality can reflect and support local communities.
- The role of sustainability and community impact in investment decisions.
- The economic benefits of tourism and hospitality for local communities.
This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares insights into his latest project, The Elene, a hotel designed to connect guests with the community and nature.
Listen now to learn about:
- The vision behind The Elene and its 10-year journey to fruition.
- The unique features of The Elene, including its recovery garden, outdoor living room, and bike-friendly amenities.
- The importance of community involvement and how The Elene aims to integrate with the local Napa Valley community.
- The evolving nature of travel and how The Elene aims to offer a different kind of guest experience.
- The innovative approach to spa treatments at The Elene.
If you liked this, check out: Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group
This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares her formula for merging global strategies with hyperlocal execution, ensuring every initiative resonates at the property level.
Listen now to learn:
- The role of education in modern marketing and how to simplify complex marketing concepts for different audiences.
- The necessity of both immediate tactics and long-term brand building in marketing.
- How to balance bold brand building with tactical marketing that delivers results in hospitality.
- The importance of integrating marketing from the ground up rather than treating it as an afterthought.
- Strategies for building long-term audience loyalty and crafting data-driven stories.
- The significance of operational buy-in and close collaboration with property teams.
- How to pivot and prioritize marketing initiatives based on market conditions and business needs.
- Effective ways to present key metrics and drive financial performance and business results.
This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares how hotel operators can help travelers truly immerse themselves in their destination.
Listen to learn:
- How to transform a hotel from just a place to stay into a key part of an unforgettable trip.
- The importance of collaborating with local businesses to enhance guest experiences.
- Strategies for curating unique guest experiences that blend tradition with innovation.
- The role of destination marketing in the hospitality industry.
- How to balance promoting a region's historical attractions with emerging opportunities.
- The concept of "intuitive programming" and how it can enhance guest experiences.
- Examples of successful partnerships and experiential programming from Palisades Hospitality Group's hotel collection, Mosaic.
This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares practical ways to build a company culture that prioritizes curiosity and creativity at every level.
Listen to learn:
- How the Palisades office functions more like a studio than a traditional workspace
- The concept of a "learning board" to encourage fresh ideas
- The benefits of debriefing team members after travel
- Insights from Tim's travels to destinations like New Zealand, Iceland, and Japan
- How immersing in local culture can inspire new approaches to hospitality
- The impact of architecture and design on guest experience
- The importance of stepping back and trusting your team to achieve results
If you liked this, check out: Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group
This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares how his experiences in the restaurant and hotel industries have shaped his vision for exceptional guest experiences.
Listen now to learn:
- How lessons from the restaurant world, like the power of storytelling and embracing spontaneity, can revolutionize hotel operations.
- Tim's unique approach to balancing consistency with creativity in hospitality management.
- The importance of hands-on leadership and building a culture of trust and empowerment.
- A framework for aligning exceptional guest experiences with achieving financial returns.
- The diversity and independent spirit within Palisades Hospitality Group's portfolio.
- Criteria for taking on new projects and the importance of alignment with partners.
- The significance of spending time at properties to understand their energy and dynamics.
- How motivating employees and providing a platform for their success leads to better financial results.
If you liked this, check out: Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group
This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares her journey through the hospitality industry, highlighting the importance of people, places, and mentorship in shaping her career.
Listen now to learn:
- The impact of key mentors and colleagues in Christine's career.
- Insights from her experiences working with Starwood and W Hotels in New York.
- The significance of event-driven marketing and brand activation.
- How constructive feedback can pivot and enhance career growth.
- The benefits of taking career opportunities in different destinations.
- The importance of internal culture and employee experience in hospitality.
- The value of long-term projects and building momentum within a company.
- The role of collaboration and avoiding silos in a successful team environment.
This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares his journey from law to hospitality, his passion for cycling, and the leadership lessons he's learned along the way.
Listen now to learn about:
- The importance of stillness and mindfulness in leadership and success.
- How personal passions, like cycling, can contribute to professional clarity and problem-solving.
- The unique alignment between hospitality skills and personal life skills.
- Tim's career pivot from being an attorney to entering the hospitality industry.
- The story behind the founding of Palisades Hospitality.
Resources mentioned:
- Stillness is the Key by Ryan Holiday (book)
- Unreasonable Hospitality by Will Guidara (book)
- Setting the Table by Danny Meyer (book)
- How to Know a Person by David Brooks (book)
This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode of San Francisco Sundays, we explore a fresh perspective on hospitality—one that goes beyond restaurants and hotels to focus on community care. Join us as we sit down with Danielle Stowaway, who leads justice and outreach initiatives at Reality San Francisco, a church committed to showing hospitality to everyone, especially those with limited resources.
Through her work, Danielle helps provide warm meals to over 300 families weekly, creates safe spaces for unhoused families, and fosters collaborative partnerships with organizations across San Francisco. She shares her journey from working in art and fashion to discovering her calling in community service, emphasizing the importance of listening, collaboration, and showing up for neighbors.
Whether you work in hospitality or want to make your community a better place, Danielle’s story will inspire you to think differently about what it means to extend a warm welcome.
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
In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his journey of personal development, revealing the key lessons he learned along the way.
Listen now to learn:
- The power of self-awareness in leadership.
- The impact of having a good coach.
- The difference between driving results and truly connecting with your team.
- The importance of understanding your own "triggers."
- How developing yourself can transform your leadership.
- The benefits of doing internal work and how it affects both personal and professional life.
- The significance of building genuine connections with your team.
If you enjoyed this, you may also like our other episodes with Anthony:
- Lessons from Starwood, Kimpton, and IHG in F&B Leadership
- Why Hotel F&B is the Ultimate Creative Canvas
- Beyond Rooms: Unlocking F&B’s Power in Hotel Profitability
- Kimpton’s Formula for Success: Restaurants, Bars, and Neighborhood Connections
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Angel Hernandez, General Manager at Timber Cove Resort, shares his journey from the high-energy hospitality scene of New York to creating a vibrant community hub in a quiet coastal town in California.
Listen now to learn about:
- The unique challenges and rewards of managing a remote resort and creating a home-like atmosphere for guests.
- The importance of personalized guest experiences and attentiveness in hospitality.
- Insights into Angel's leadership style and how he motivates and trains his team to deliver exceptional service.
- Angel's "3 F's" philosophy: being fun, fair, and firm, and how it guides his approach to hospitality.
- The importance of community engagement and how it can significantly contribute to any hospitality operation.
- Examples of community-focused initiatives at Timber Cove Resort, such as complimentary s'mores, local music nights, and emergency shelter during power outages.
Here are resources on referrals from Hireology: How many hires can come from referrals, why you aren't getting referrals, and a full episode on "red carpet recruiting."
If you liked this episode, you may also enjoy:
- Sonesta Hotels x Rolling Stone: How Strategic Brand Partnerships Create "Money-Can't-Buy" Guest Experiences - Elizabeth Harlow, Sonesta Hotels
- San Francisco's Soul: A Chef's View on Food, Community, and Renewal - Tyler Florence
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his insights on Kimpton and its influence on hospitality, including how it can inspire innovation and creativity today.
Listen now to learn about:
- How Kimpton Hotels pioneered the boutique hotel movement in the US.
- The importance of chef-driven restaurants and vibrant bars in creating neighborhood hubs.
- The unique organizational structure at Kimpton that separates hotel and restaurant management.
- The significance of fostering local partnerships.
- How to maintain a brand's culture and spirit within a larger corporate structure.
- The power of hospitality to unite people and create memorable guest experiences.
- Examples of successful local activations and partnerships at Kimpton properties.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
- Ashli Johnson on LinkedIn
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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 with Ken and Pam Cruse on LinkedIn to follow their journey and insights on
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
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:
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- 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
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.
Links & Resources:
- Follow Ackerman Studios on Instagram for the latest projects and updates: @ackermanstudios
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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.
- Long-Term Loyalty Starts Young: Building a positive brand connection with kids and teens can foster lifelong loyalty. Learn how hotels can create lasting memories for the whole famil
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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 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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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.
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Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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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
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 destination that guests can’t stop talking about.
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
In this episode, Joli Barfield, Cluster Director of Learning at Montage International, shares her insights on managing burnout in the hospitality industry and maintaining personal well-being.
Listeners will learn:
- The prevalence of burnout in the hospitality industry and its impact on career decisions.
- Strategies for maintaining mental and physical health in a demanding work environment.
- The importance of disconnecting from technology and finding personal ways to recharge.
- Habits that can enhance performance.
- The role of meditation and stillness in managing stress.
- Creative ways to find inspiration and stay motivated.
- The significance of understanding the history and story of the places where you work.
Liked this? Listen to our other episode with Joli: Behind the Scenes of Montage’s World-Class Training Programs
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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.
- 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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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.
- 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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
- Intro to Lifestyle Hotel Development and Management
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
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 - Adam Zembruski
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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.
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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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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- 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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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: What Hotel Executives Miss - Adam Zembruski
- Providing hospitality through
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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:
- My Story from Disney to Hospitality Leadership - Anna Marie Presutti
- Building Br
Send Josiah a text
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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
Take the Artificial Intelligence in Hospitality survey now to understand how others use AI and the opportunities for you and your hospitality business.
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
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)
- Hospitality 3.0 and the Experience Economy (Part 2)
Mentions:
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
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]
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
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)
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
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)
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
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
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
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
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
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)
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
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)
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
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)
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
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)
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
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.
- 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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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)
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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
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)
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
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
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
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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)
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Jose Cervano, a long-standing server at the Top of the Mark Bar in the InterContinental Mark Hopkins Hotel, 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, including its strict dress code in the past and its 360-degree views of San Francisco.
- 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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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:
- This Is What Being Radically Guest-Focused Looks Like - Christian de Boer, Jaya House Hotels
- Does TripAdvisor Still Matter for Hotels in 2024? (Reputation Management Masterclass) - Christian de Boer, Jaya House Hotels
- Our other episodes on sustainability
You can also watch our full conversation on the Hospitality Daily YouTube channel.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Rob Paterson shares his insights on rapid promotions in the hospitality industry and how to effectively navigate new leadership roles.
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.
- Key advice for new leaders, including managing and setting expectations.
Learn more about Rob's work here
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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 Conk Marine Republic 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 Kenny Monkport Resort Collections 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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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
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.
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
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.
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
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
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
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
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. [0:24]
- 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. [4:27]
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
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.
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
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
New to Hospitality Daily? Start here.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
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
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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.
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
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.
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.
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*.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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.
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
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.
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.
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
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.
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.
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
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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.
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
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.
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
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.
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
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.
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
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.
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*.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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
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.
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
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.
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.
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*.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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
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.
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
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:
- Green Key Global: sustainability certification to help hoteliers cater to the quickly growing number of travelers (and businesses) that prioritize this
- 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.
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
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
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
This sponsored episode from Hireology is a masterclass on hiring from Adam Robinson, CEO of Hireology, who shares his extensive knowledge on transforming the hiring process in the hospitality industry.
Listeners will learn:
- Market Insights: Gain insights into current 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: Explore 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
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
Thoughts, questions, suggestions? Send me a text message
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Roman Pedan, the Founder and CEO of Kasa, shares the power of experiencing your own hospitality services from a guest's perspective. Roman tells the story of staying at various Kasa properties and how this led to changes and improvements in guest satisfaction.
Listeners will learn about:
- The Importance of Personal Experience: Learn why Roman believes in the importance of being a guest in his own hotels and how this practice helps him identify and address subtle issues that might otherwise go unnoticed.
- Impactful Changes: Discover the specific 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.
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
Thoughts, questions, suggestions? Send me a text message
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
Thoughts, questions, suggestions? Send me a text message
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
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.
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
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.
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*.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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*.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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*.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Anna Marie Presutti, Vice President and General Manager of Hotel Nikko San Francisco, and David Araya, 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
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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)
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Jason Kycek - Senior Vice President of Sales and Marketing - and his teams at Casa de Campo Resort & Villas - turned around the performance of their resort business, with revenue soaring by 86%. In this conversation, you'll learn more about this property, what wasn't working, and the changes they made to achieve this growth.
Regardless of whether you work in sales, marketing, revenue, or operations, there are lessons for everyone in hospitality in this episode.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Kurien Jacob is Partner and Managing Director at Highgate Tech Ventures. In this episode, you'll hear why Highgate - one of the leading hospitality investment and management companies - is investing in hotel technology, the challenges he's seen, and his advice for overcoming those challenges to succeed in hospitality today.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Peter Fabor is the CEO of surfoffice.com and a hotel technologist and entrepreneur. In this episode, we break down the high-level concepts of AI and bring them into the practical realm of the hospitality industry. Whether you're a hotel general manager, a marketer, or someone involved in hotel operations, this episode is packed with insights on how AI can streamline your work, enhance guest experiences, and give you a competitive edge.
Listeners will learn about:
- The concept of a custom GPT and how it can be used to quickly analyze extensive data, such as annual reports from publicly traded companies. (Post here on how Peter did this.)
- The surprising insights Peter discovered by using AI to analyze hospitality trends and strategies, including the adoption of co-working spaces by hotels.
- How AI can assist in speeding up responses to guest reviews and conducting competitive analysis by summarizing hundreds of reviews in seconds.
- Practical applications of AI in hotel operations, from identifying the most productive housekeeping staff to improving Wi-Fi services based on guest feedback.
- The potential for AI to solve everyday problems in the hospitality industry and how hotel leaders can encourage their teams to leverage AI for various operational tasks.
Tune in to explore how AI can transform the way you work today and in the days ahead.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Dan Rosenbaum is Vice President of Global Marketing at San Francisco Travel, and in this episode of San Francisco Sundays, you'll hear about how he got started in this, what drew him to this work, and how AI is helping him today. Regardless of where you work, there are lessons here for becoming a better communicator and champion of the places we're in - because, after all, that's the foundation of everything we do in hospitality.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Ed Skapinok, Chief Commercial Officer at Appellation, has joined us before to talk about culinary-forward luxury hospitality - and I've shared how their "Crafted" program felt as a guest. In this episode, we explore this program redefining hospitality in Northern California.
Listeners will learn about:
- The Philosophy of Place: Discover how Appellation's brand ethos, "place defines us," is brought to life through its Crafted program, emphasizing the importance of local culture and environment in hospitality.
- Immersive Learning: Gain insights into how Appellation employs an immersive learning expert to create unique experiences that connect hotel guests with local artisans and makers.
- Community Engagement: Understand the strategies behind engaging not only hotel guests but also the local community through informal classes and ticketed events.
- The Crafted Program: Learn about the Crafted program's role in hotel pre-launch activities, its impact on brand presence, and how it serves as a feedback mechanism for resonating with local audiences.
- Business Acumen: Ed shares the business side of these experiences, discussing yield management and how to create an active, energetic public space that benefits both the hotel and its guests.
- Creating Connections: Find out how Appellation's approach to crafting local experiences fosters meaningful interactions between visitors and locals, enhancing the overall destination experience.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Ed Skapinok, Chief Commercial Officer at Appellation, has joined us before to talk about culinary-forward luxury hospitality and reimagining hospitality through technology. In this episode, we explore the rapid developments and strategic decisions shaping Appellation into a standout name in the hospitality industry.
Listeners will gain insights into:
- Appellation's Expansion: Learn about the brand's growth through new construction and acquisitions.
- Technology and Personalization: Discover how Appellation is leveraging technology to enhance guest experiences and how their new website will serve as a dynamic interface for personalization.
- Commercial Strategy: Understand the role of commercial strategy in overseeing sales, marketing, revenue, and technology - and how it's evolving to empower staff to deliver exceptional service.
- Cohesion in Tech Stack: Find out about Appellation's approach to reducing the number of technology systems used, increasing efficiency, improving staff experience and guest service.
- Talent Acquisition and Roles: Hear about the new roles and titles at Appellation, such as the Director of Commerce, and how they're attracting top talent.
- Guest Experience: Get a glimpse into how Appellation is personalizing the guest journey from the moment they interact with the brand online.
- AI and Data Activation: Learn about AI's potential in hospitality to uncover new guest preferences and create tailored experiences.
Whether you're a hospitality professional or enthusiast, this episode offers a wealth of knowledge on innovation, strategy, and the future of guest experiences.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
With extensive experience in strategic and creative marketing, Maurice Ajanaku specializes in crafting compelling brand narratives and executing innovative strategies that resonate. In this episode, we explore the essence of what makes a strong brand and how it transcends beyond mere logos to encompass every aspect of your hospitality business.
What You'll Learn:
- The True Meaning of Branding: Discover why branding is more than just a logo and how it represents the personality and values of your business.
- Creating Emotional Connections: Learn how to make your brand resonate on a personal level and foster emotional connections with customers.
- The Power of Human Touch: Understand the importance of humanizing your product and the way you communicate with your audience.
- Case Study Insights: Gain knowledge from the "Citizens of the Bowery" campaign and how citizenM successfully integrated into a local community by highlighting its residents.
- Service Culture in Hospitality: Maurice discusses the significance of service culture and how it's essential for a memorable guest experience.
- Listening vs. Interviewing: Learn the subtle art of listening to your customers and employees to understand and improve your brand experience.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Dina Belon is President at Staypineapple Hotels. In this episode, she shares her insights and experiences on how Staypineapple is updating and improving its technology to empower its teams and enhance guest experiences.
You will learn about:
- The Importance of Technology in Guest Services: Discover why Staypineapple is committed to a tech-forward approach behind the scenes while maintaining personal guest interactions.
- Selecting the Right Tech Stack: Understand the rigorous selection process Staypineapple used to choose their new PMS (Mews), CRM (Thynk), and housekeeping optimization tool (Optii).
- Guest-Centric Approach: Learn how Staypineapple places the guest at the center of their operations and how their technology choices reflect this philosophy.
- Implementation Strategies: Gain insights into the challenges and best practices of implementing new technology systems across multiple hotel properties.
- Feedback and Adaptation: Hear how Staypineapple values frontline team feedback in their tech implementation and the importance of adapting based on real-world usage.
No time to listen? Get the top insights and practical takeaways here by email.
Whether you're a hospitality professional, tech enthusiast, or just curious about the intersection of service and technology, this episode offers a wealth of knowledge on how to upgrade and implement new systems in a guest-centric business successfully.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Ashish Verma is Senior Vice President of the Luxury Division at the Unbound Collection by Hyatt. In this episode, you'll hear the practical steps his team takes to ensure each guest receives a personalized and exceptional experience.
Listeners will learn about:
- The importance of a tailored guest experience in luxury hospitality.
- The role of a Guest Experiences Manager (GEM) in coordinating and synchronizing the efforts of various departments.
- The meticulous process of guest arrival, from personalized handwritten notes to the careful selection of amenities.
- Strategies for gathering guest information pre-arrival without being obtrusive, using email and phone calls with emotional intelligence.
- The significance of internal coordination and communication among team members in providing seamless service.
No time to listen? Get the top insights and practical takeaways here by email.
Tune in to discover how The Chatwal, voted the #1 hotel in New York City by Condé Nast Traveler, sets the standard for luxury stays and how you can apply these principles to elevate your own hospitality services.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Ashish Verma is Senior Vice President of the Luxury Division at the Unbound Collection by Hyatt. In this episode, he shares what truly defines luxury in the hospitality industry.
Listeners will learn:
- The Essence of Luxury: Understand the importance of creating exceptional and personalized experiences for guests that go beyond the conventional definitions.
- Rejecting Mediocrity: Hear the significance of not settling for mediocrity, both professionally and personally, and the potential we have to achieve excellence.
- The Power of Preparation and Care: Gain insights into the meticulous planning and genuine care that go into crafting a luxury experience.
- Inspiring Excellence in Teams: Learn about Ashish's leadership philosophy, which drives him to enable and inspire his team to deliver their best. This philosophy aligns with Hyatt Hotels' credo of caring for people so they can be their best.
Tune in to this inspiring episode to reconnect with the passion that drives the hospitality industry and to understand how luxury can be a transformative force for both guests and service providers. Whether you're in the hospitality business or simply a connoisseur of exceptional experiences, this conversation will leave you with a fresh perspective on luxury and the pursuit of excellence.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Ashish Verma is Senior Vice President of the Luxury Division at the Unbound Collection by Hyatt. In this episode, you will gain valuable knowledge from Ashish's extensive experience in the hospitality industry, learning about the key influences and lessons that have shaped his successful career.
Listeners will discover:
- The importance of cultural roots in hospitality and how Indian traditions have influenced Ashish's approach to guest service.
- The significance of attention to detail and focus on quality he learned from his early days at Oberoi Hotels.
- The transition from working in India to international experiences in Europe and the United States, and how these diverse cultural exposures have enriched his leadership style.
- The blend of quality, people-centric leadership, and results-driven strategies that Ashish has embraced throughout his career.
- Insights into the transition from operational roles to corporate leadership and the skills required to excel at higher levels of management.
- The role of culture in creating an environment where team members from diverse backgrounds can excel and feel a sense of belonging and purpose.
- Strategies for hiring, integrating, and consistently engaging with team members to reinforce a culture of excellence and integrity.
Tune in to this episode of Hospitality Daily to learn from a seasoned leader about building a career in hospitality, leading with a focus on quality, and fostering a culture that drives success.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this week's episode of San Francisco Sundays, we're talking with Dina Belon, President at Staypineapple Hotels, whose property here is a TripAdvisor Traveler's Choice award winner for San Francisco. Listen to hear the story of how they began working with this property, improved it, and used the hotel to welcome people to our beautiful city.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Dina Belon is President at Staypineapple Hotels. In this episode, she shares her perspective on the importance of being an active participant in the hospitality industry and how it can advance your business and the sector as a whole.
Listeners will learn about:
- The significance of engaging with the broader hospitality industry and the benefits it brings to individual businesses.
- The unique approach of Staypineapple Hotels to the boutique hotel model and how it contrasts with branded hotels.
- Dina's personal mission to propel the hospitality industry forward and her strategies for doing so.
- An overview of the American Hotel and Lodging Association (AHLA) and the resources it offers, especially for independent and boutique hotel owners.
- The AHLA Foundation's initiatives, including the ForWard Conference in Chicago, aimed at mentoring and educating women leaders in hospitality.
- Staypineapple's impressive diversity statistics and the culture that fosters inclusivity and opportunity for all employees.
- The newly formed Independent and Boutique Hotel Committee at AHLA and how it seeks to amplify the voice of independent operators within the industry.
Whether you're a hospitality professional looking to expand your network, a boutique hotel owner seeking resources and support, or someone passionate about diversity and inclusion in the workplace, this episode is packed with actionable insights and inspiration.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're joined by Anthony Melchiorri, host of the new show "Hotel All-Stars." Anthony shares his knowledge of hiring in the hospitality industry, the essential qualities for success, and effective leadership in today's hotel landscape.
Listeners will learn:
- Anthony's insights on the magic of working in hospitality and what it takes to succeed in this dynamic field.
- The importance of emotional intelligence and a service-oriented mindset in hospitality roles.
- Strategies for hiring managers to identify candidates with the right traits for hospitality success.
- The impact of training and culture on employee performance and satisfaction.
- The significance of flexibility and adaptability in the hospitality industry, especially in the context of the current job market.
- Real-life examples of how to handle mistakes in the workplace and use them as learning opportunities.
- The role of actions in defining and shaping organizational culture within the hospitality sector.
Whether you're a seasoned professional or considering a career in hospitality, this episode is packed with valuable takeaways that will help you reach your goals and delight others in the process.
- Learn more about Anthony
- Learn more about Anthony's book, Show Up
- Follow Anthony on LinkedIn
- Follow Anthony on YouTube
- Listen to Anthony's podcast with Glenn Haussman, No Vacancy
- Listen to my other episodes with Anthony:
- Show Up
- What It Will Take To Win Today: Advice for Hotel Owners, Brands, and Management Companies
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Jen Murphy, a travel writer for publications such as the Wall Street Journal, Bloomberg, Travel and Leisure, and Condé Nast Traveler (among other publications), shares what she's seeing and excited about in hospitality today.
Listeners will learn about:
- The rise of specialized retreats, such as hiking and wellness-focused getaways, and how properties like Sensei Lanai and Palazzo Fiuggi are innovating in this space.
- The shift towards purposeful travel post-pandemic, with travelers seeking trips that cater to specific needs, whether it's for relaxation, cultural enrichment, or personal health.
- The diversification of wellness travel, including retreats for women going through menopause and those focused on sexual health.
- The importance of understanding guests' intentions and personalizing their experience to make their stay truly hospitable.
- Real-life examples of exceptional hospitality that go beyond grand gestures, highlighting the impact of personal touches and thoughtful surprises on guest satisfaction.
This engaging conversation that will inspire you to rethink the way you approach hospitality and create memorable experiences for your guests. Whether you're a hospitality professional or simply passionate about travel, this episode is packed with valuable insights and heartwarming stories that showcase the power of a personal touch.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Don Barnett is the Director of Sales and Marketing at LondonHouse Chicago. In this episode, we discuss how to effectively collaborate with influencers to grow your hospitality business.
Listeners will learn:
- The Value of Influencers in Hospitality: Discover why influencers can be a powerful asset for your hospitality business and how they can impact your growth and reputation.
- Micro vs. Macro Influencers: Understand the difference between micro and local influencers versus national or international ones - and which can give you the best return on investment.
- Real-life Success Stories: Hear about successful partnerships and how they can lead to immediate results, such as a significant increase in reservations.
- Platform-Specific Strategies: Find out why Instagram is the go-to platform for hotels and the challenges and opportunities presented by other platforms like TikTok.
- Vetting Process for Influencers: Learn the criteria for selecting the right influencers for your brand, including the "eye test" and tools to assess engagement rates.
- Effective Collaboration Tips: Gain insights into the most productive ways to work with influencers, including setting clear deliverables and using trade-outs wisely.
- Content Creation Opportunities: Explore how to obtain high-quality user-generated content and professional photography or videography through strategic collaborations.
Whether you're looking to increase your visibility, enhance your brand, or drive direct bookings, this episode is a must-listen for anyone in the hospitality industry.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Don Barnett is the Director of Sales and Marketing at LondonHouse Chicago. In this episode, we explore LinkedIn's untapped potential for hospitality professionals.
Listeners will learn:
- The Power of LinkedIn: Discover why LinkedIn is an underutilized platform in the hospitality industry and how it can be a game-changer for your business and personal brand.
- Content Creation Tips: Gain insights into creating engaging and 'edutaining' content that resonates with your audience and helps you stay top of mind.
- Overcoming Judgment: Understand the 'eye roll threshold' and how to push past the fear of being judged by peers when posting on social media.
- Algorithm Anxieties: Find out why you shouldn't let algorithm changes discourage you and how to maintain a consistent presence on LinkedIn.
- Personal Branding: Learn the importance of building a personal brand and how it can lead to meaningful connections and opportunities within the industry.
- The Art of Giving: Hear Don's philosophy on the power of giving value to others and how it can lead to success in business and personal growth.
- Creative Influence: Get inspired by examples of how creativity and a willingness to help others can make you an influential figure in the hospitality space.
Tune in to this enlightening conversation and walk away with actionable strategies to enhance your digital presence and drive your hospitality career forward. Whether you're a seasoned hotelier or just starting out, this episode is packed with valuable insights that will inspire you to embrace LinkedIn and other digital channels for professional success.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Jennifer Curtin is the General Manager of The Beatrice hotel in Providence, Rhode Island. Discover the innovative strategies and thoughtful leadership that propelled The Beatrice to the top of TripAdvisor's rankings for Providence and earned it a spot among the best hotels in the Northeast, according to Condé Nast Traveler.
Listeners will learn about:
- The importance of prioritizing team care to enhance guest experiences.
- Jennifer's unique approach to hiring and nurturing talent within the hospitality industry.
- The role of communication in building a cohesive and motivated team.
- Creative amenities that set the Beatrice Hotel apart and how partnerships with brands like Dyson and Therabody enhance the guest experience.
- The significance of community relationships and how they contribute to the success of a hotel.
- Jennifer's vision for the future of the Beatrice Hotel.
Tune in to gain valuable insights into the world of luxury hospitality management and leave with actionable ideas to elevate your own hospitality business.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Homi Vazifdar is the founder and Chairman of The Canyon Group, a vertically integrated investment company focused on the acquisition or development of ultra-luxurious and best-in-class resorts in unique destinations around the world, including Amangiri, the #1 resort in the United States. In this episode, you'll hear about his unique approach to the ultra-luxury hospitality sector and how contrarian thinking has led to unprecedented success.
What You'll Learn:
- Contrarian Thinking: Discover how going against the grain and focusing on operations over finance can lead to success in the hospitality industry.
- Building Ultra-Luxury Resorts: Gain insights into the challenges and triumphs of creating some of the world's most exclusive resorts.
- Thinking Bigger: Learn how to push the boundaries of what's possible in hospitality and stay ahead of the curve.
- Reinvention and Creativity: Explore how to continuously reinvent your business and tackle new creative challenges to stay relevant.
- Friendship and Relationships: Understand the importance of building genuine relationships and friendships in the business world.
- Mentorship: Hear Homi's take on mentoring the next generation and what advice he would give to his younger self.
Tune in to this episode of Hospitality Daily for a masterclass in hospitality from one of the industry's most innovative leaders. Whether you're a seasoned professional or just starting out, Homi's wisdom is sure to inspire and motivate you to reach new heights in your career.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Homi Vazifdar is the founder and Chairman of The Canyon Group, a vertically integrated investment company focused on the acquisition or development of ultra-luxurious and best-in-class resorts in unique destinations around the world, including Amangiri, the #1 resort in the United States. In this episode, you'll hear his advice for building a career in hospitality today.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Homi Vazifdar and his teams at The Canyon Group have created some of the best ultra-luxury resorts in the world - including Amangiri, the #1 resort in the United States.
In this episode of San Francisco Sundays, you'll hear how the Bay Area shaped his life and work, starting out with his first hospitality business: a restaurant just across the Golden Gate Bridge in Marin County.
Listeners will learn about:
- Homi's Inspiration: Discover what drew Homi to America and how the cultural revolution of the 60s influenced his outlook on life and business.
- The Magic of Northern California: Understand the unique aspects of the Bay Area that fostered Homi's growth and his embrace of the entrepreneurial spirit.
- First Steps in Hospitality: Hear the story of Homi's first hospitality business, a restaurant in Marin County, and the lessons he learned from its successes and failures.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
This episode is an excerpt from Josiah Mackenzie's episode with David Arraya on the Conscious Hospitality Podcast (YouTube, Apple Podcasts, Spotify). It explores the origins of Hospitality Daily and trends and opportunities in hospitality today.
Listen now to hear about:
- The personal and professional inspirations behind Hospitality Daily.
- The evolution of hospitality and the role of technology in shaping its future.
- The importance of staying connected to the core reasons for working in hospitality.
- The rise of creativity and innovation within the industry.
- The global impact of the expanding middle class and the generational shift towards valuing experiences over material possessions.
- The latest trends in wellness hospitality, from high-end bespoke experiences to the simple joy of disconnection.
- The concept of traveling with purpose and how hospitality providers can cater to the diverse goals of their guests.
Tune in to discover how creativity, experiences, and a conscious approach to travel are redefining the hospitality industry and creating a world of new possibilities.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Lucia Penrod, CEO of the iconic luxury beach club brand Nikki Beach, joins us to share the company's moving origin story—how it was born from a family tragedy and transformed into a global symbol of celebration and joy.
What You'll Learn:
- The beginnings of Nikki Beach and how the brand honors the memory of Nicole ("Nikki"), Lucia's late stepdaughter.
- The importance of listening to guests and how their feedback has shaped the growth of Nikki Beach.
- The key to organic expansion and the decision-making process behind entering new markets like Saint-Tropez and Dubai.
- The unique approach Nikki Beach takes to create a welcoming and inclusive atmosphere for all guests, including celebrities.
- The six pillars of Nikki Beach's marketing strategy: music, dining, entertainment, fashion, film, and art, and how they contribute to the guest experience.
- The challenges and rewards of curating a diverse and engaging entertainment program, including discovering and nurturing new talent.
- Lucia's vision for the future of Nikki Beach and the hospitality industry, with plans to spread the celebration of life concept even further.
Tune in to discover how Nikki Beach continues to redefine the day club experience and why creating lasting memories for guests is at the heart of everything they do.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode we're learning from Meg Gutowski, the Events and Operations Senior Director at the Independent Lodging Congress (ILC). With a wealth of experience in producing top-tier events, Meg shares her insights into what it takes to create gatherings that are not only memorable but also foster genuine connections.
Listeners will learn about:
- The Creative Process: Discover how Meg and her team at ILC blend meticulous planning with spontaneity to curate unique event experiences.
- Venue Selection: Understand the importance of choosing the right venue and how it can significantly impact the success of an event.
- Engaging Formats: Explore the various interactive and engaging formats used by ILC to keep attendees interested and involved, from fashion contests to hot wing challenges.
- Fostering Relaxation: Gain insights into how ILC encourages a relaxed atmosphere that allows industry executives to let their guard down and truly engage.
- Collaboration and Partnerships: Learn about the collaborative efforts with advisory boards, local businesses, and venues that contribute to the richness of ILC events.
- Upcoming Events: Get a sneak peek into the exciting upcoming events planned by ILC, including the venues and cities they will be showcasing.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Do you want to learn about emerging market trends in order to serve people and innovate through hospitality?
Today, we're learning how Margot Stern does this. She went from managing a $450 million dollar consumer products portfolio for Mattel and Disney to becoming a hospitality strategist and advisor to now building The Hopewell, her new conservation-minded hospitality experience in an old country manor north of Philadelphia.
I want you to listen to Margot to hear what it can look like to connect the dots of your life and career story to create something new and exciting in hospitality today.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Karl Scarlett, CEO of both a technology development and strategy consulting firm (NetAesthetics) and a hospitality property management company (Great Dwellings). Karl shares his unique perspective at the intersection of technology and hospitality, revealing the potential and pitfalls of AI today.
Listeners will gain valuable insights into:
- The surprising outcomes of a pilot AI program in guest service and why it didn't meet expectations.
- Karl's perspective on the biggest opportunities for AI in hospitality and how it can enhance the guest experience.
- Personal productivity tips from a CEO's standpoint on how AI assists in managing multiple companies.
- Karl's specific approach to writing AI prompts to maximize the value of AI tools like ChatGTP.
Tune in to discover how AI can transform the hospitality industry, the importance of the human touch, and how to effectively integrate technology with genuine customer care. Whether you're a hospitality professional or a tech enthusiast, this episode is packed with practical advice and forward-thinking strategies. Don't miss out on the chance to learn from a pioneer in the field and take your hospitality game to the next level with AI.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we learn from Terri Haack, Senior Vice President at Lowe, former President of the Terranea Resort, and a trailblazer in the hospitality industry. Terri's career has been marked by resilience, strategic leadership, and a deep commitment to community and service. Her insights are a masterclass in leadership.
Listeners will learn about:
- Authentic Leadership: Discover the importance of staying true to oneself and the impact of authenticity on leadership effectiveness.
- Servant Leadership: Explore the servant leader mentality and how focusing on the success of others can lead to your own.
- Overcoming Adversity: Gain inspiration from Terri's experiences of steering through economic downturns and operational crises with grace and tenacity.
- Community Engagement: Understand the significance of community involvement and how it can shape the success of a business.
- Career Progression: Delve into the non-linear nature of career growth and how to navigate pivotal moments that define one's professional life.
- Industry Evolution: Reflect on the progress made in gender equality within hospitality and the ongoing efforts to break through the glass ceiling.
- Staying Relevant: Learn the skills necessary in today's fast-paced hospitality industry and how to continuously adapt and grow.
- The Power of Pace: Uncover the importance of setting the pace in the industry and maintaining the energy to drive forward.
Whether you're a seasoned professional or an aspiring leader, this episode will give you the wisdom and encouragement needed to excel and make a lasting impact. Tune in to be motivated by Terri's story of leadership, perseverance, and dedication to elevating those around her.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
On this week's episode of San Francisco Sundays we're learning from Jen Darwin, the founder of The Village Postnatal Retreat Center - a sanctuary for new parents to rest, recover, and bond with their newborns while receiving professional support.
In this conversation, you'll discover:
- The Inspiration Behind the Retreat: Learn about Jen's journey from a labor and delivery nurse to creating a unique space that bridges the gap between hospital discharge and the realities of new parenthood.
- The Guest Experience: Explore the thoughtful amenities and services designed to cater to the physical, emotional, and educational needs of postpartum parents.
- Adapting to Feedback: Hear how guest feedback has shaped the retreat's offerings, including the surprising ways second and third-time parents benefit from the services.
- The Vision for Postpartum Care: Hear Jen's mission to shift the cultural narrative around postpartum care in the United States, emphasizing the necessity and normalcy of seeking support.
Whether you're a hospitality enthusiast, a new or expecting parent, or simply interested in innovative approaches to caring for others, this episode offers a fresh perspective on how hospitality can extend beyond traditional settings to support some of life's most significant moments.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Chris Silcock, President of Global Brands and Commercial Services at Hilton, shares his advice on rest and taking breaks - something he has learned is foundational in providing hospitality.
You may also enjoy:
- Career Lessons in Leadership - Chris Silcock, Hilton
- How We Build Strong Brands - Chris Silcock, Hilton
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Rupesh "Rup" Patel shares his story from the early days of his family's first motel to becoming a renowned hospitality owner, operator, and now, a DJ.
- How He Got Started: The story of entering the hospitality industry with no prior knowledge and the challenges of operating their first 50-room motel in South Florida.
- Transition from Reluctance to Passion: Hear about Rupesh's initial reluctance about the hotel business when he was young and how his perspective shifted after joining the family business.
- The Power of Networking: Learn how Rupesh leveraged his LinkedIn connections to transition from owning and operating motels and hotels to fulfilling his dream of becoming a DJ, performing at top venues worldwide.
- Balancing Business with Passion: How Rupesh managed to find the freedom of time to pursue his love for music while growing a successful hospitality portfolio.
- Informed by Hospitality: Get a sneak peek into Rupesh's upcoming DJ performance at the AAHOA conference and how his hospitality background influences his approach to creating memorable experiences through music.
- Community and Teamwork: Understand the importance of community and teamwork in both the hospitality industry and in pursuing personal passions, as emphasized by Rupesh's collaborative efforts.
Whether you're a hospitality professional, an aspiring entrepreneur, or someone looking to balance career with personal passions, this episode offers valuable lessons on growth, networking, and the pursuit of dreams. Rupesh's story is a testament to the power of hard work, community building, and never giving up on what you love.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode we explore the innovative strategies of one of the most exciting new hospitality brands, Appellation, and its unique approach to community building through creative events.
Listeners will learn about:
- Appellation's Community Focus: Discover how Appellation is integrating local makers and artisans into the guest experience with immersive learning events.
- Event Insights: Hear Josiah's thoughts from his participation in an Appellation gardening event this week.
- Leadership Involvement: Understand the importance of senior executive engagement in community events.
- Local Partnerships: Explore the benefits of partnering with local experts to provide authentic and educational experiences for guests and community members alike.
- Creating Fun: Learn how Appellation ensures their events are not only informative but also enjoyable, and how this approach can be applied to your own events.
Whether you're a hospitality professional looking to reconnect with your passion for the industry or someone interested in the latest trends in guest experiences, this episode is packed with inspiration and practical takeaways. Check out the accompanying photos and video on the Hospitality Daily LinkedIn page and YouTube channel to see more!
You may also enjoy: Culinary-Forward Luxury Hospitality - Ed Skapinok, Appellation
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Scot Turner is the Founder & Managing Director of Auden Hospitality. With over two decades of experience working with prestigious brands and culinary icons (including Dorchester Collection, Alain Ducasse, Intercontinental Hotels, Conrad Hotels, Dominique Ansel, Frederic Vardon, and Harrods) he joins us today to share his process of developing new hospitality concepts that not only capture attention now but also stand the test of time.
Listeners will learn about:
- The importance of understanding and integrating into the local market to ensure a concept's success.
- Strategies for identifying and addressing the specific needs and pain points of customers in a given area.
- The innovative approach of offering unique selling points (USPs), such as the example of a London bakery specializing in breads from around the world.
- Crafting a compelling story and emotional connection to engage and hook customers.
- The significance of clarity in concept messaging and the "six-year-old test."
- Creating memorable moments within the customer experience that encourage social media sharing and repeat visits.
- The pitfalls of following design and architecture trends and the value of authenticity and relevance to the location.
Whether you're a seasoned hospitality professional or just starting out, this episode is packed with actionable insights to help you build a concept that resonates with customers and thrives over time.
You may also enjoy our other episode with Scot: F&B: Top Mistakes & Biggest Opportunities
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Susie Arnett is the Director of Wellness Programming at Six Senses Hotels, Resorts & Spas, and in this episode talks through concepts she outlined in her article "Ways to Cultivate Psychological Ownership in Your Guests," sharing how to make guests not just like, but truly love their stay.
Listeners will learn:
- The Unlikely Strategy for Guest Engagement: Discover how adding an element of effort and co-creation can create a stronger bond between guests and their experiences.
- Personalization and Ownership: Understand the power of allowing guests to craft and design their own stays, leading to a deeper sense of satisfaction.
- Balancing Service and Involvement: Explore the delicate balance in luxury hospitality between providing service and involving guests in their own experience.
- Psychological Ownership: Learn how personalization can lead to guests treating the property better and feeling a stronger connection to the place.
- Community and Evangelism: Find out how creating a sense of community can turn guests into evangelists for your brand, especially when they feel it has contributed to their personal growth.
For more insights and to learn from Susie's expertise on guest experience design, check out this episode: From MTV Producer to Leading Wellness Programming: Lessons and Observations for Hospitality
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Chris Silcock, President of Global Brands and Commercial Services at Hilton, shares his perspective on what it takes to create a strong, differentiated brand in today's competitive hospitality landscape.
Listeners will learn about:
- The key elements that define a strong hospitality brand.
- How Hilton approaches brand differentiation to meet customer and owner expectations.
- The crucial role of technology in enhancing the guest experience.
- Strategies for engaging with different generations of travelers, including the upcoming Gen Alpha.
- The importance of a reliable and friendly stay across all hospitality brands.
- Insights into Hilton's unique brand pillars: product, service and culture, and technology.
- The development and benefits of the Hilton for Business program for small to medium-sized businesses.
- Chris's vision for maintaining the unique Hilton experience across its brands.
Whether you're a hospitality professional looking to elevate your brand or simply curious about the industry's latest trends, this episode offers valuable insights.
Resources:
- Hilton Research: What Millennials, Gen Z, Gen X and Baby Boomers Tell Us About Travel in the Year Ahead
- The Inside Story of How Hilton Built Hampton Inn’s “Hamptonality” Culture - Eleanor Erickson & Phil Cordell
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Chris Silcock, President of Global Brands and Commercial Services at Hilton, shares what he has learned in his journey to overseeing Hilton's 22 brands and the company's pivotal commercial functions, including customer engagement, technology, sales, marketing, and revenue management.
Listen now to hear about:
- Career Progression: How Chris's diverse roles within the hospitality industry, from waiter to president, equipped him with the necessary skills and understanding to make impactful decisions and lead effectively at the highest levels.
- Leadership Advice: The advice that has shaped Chris's approach to leadership, including the importance of focusing on the job at hand rather than the next career move, and the benefits of playing the long game in an industry and company you love.
- Skill Development: The critical skills to cultivate as you ascend the leadership ladder, such as listening intently, critical thinking, and the art of questioning to add value across various functions.
- Revenue Management: Insights into how revenue management serves as a foundational element in understanding customer demand, segmentation, and the business model of hotels, which is crucial for delivering returns and fostering growth.
- People Management: Chris's perspective on the transition from leading a team in a familiar field to managing functions outside of one's expertise, and the significance of building and leading large organizations.
Whether you're a hospitality professional aiming for the C-suite or someone passionate about the industry, this episode is packed with actionable advice and inspiring stories to help you reach your goals and lead with excellence.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode of "San Francisco Sundays," we revisit the iconic Hyatt Regency and delve into the exciting reactivation of its legendary rooftop venue with General Manager Matt Humphrey.
Listeners will learn about:
- The transformation of the Hyatt Regency's rooftop from a revolving restaurant to a profitable Regency Club.
- The innovative strategies used to drive profits through upsells and exclusive access for frequent customers.
- The inspiring story of a long-time engineer's wish to see the restaurant revolve again, leading to the revival of the space.
- The technical and construction challenges overcome to make the space functional and profitable.
- The financial success of the Regency Club and the anticipated increase in revenue with the reintroduction of the revolving feature.
- The potential for new opportunities, such as day passes and late-night events, to attract guests and enhance their experience.
You may also enjoy: How We Creatively Welcome Events & Group Business To Delight Guests (And Drive Revenue) - Matt Humphreys, Hyatt
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Are we overdoing wellness in hospitality? In this episode, we're joined by Jen Murphy, a travel writer for publications such as the Wall Street Journal, Bloomberg, Travel and Leisure, and Condé Nast Traveler. Jen shares her journey of relearning to relax amidst the plethora of wellness offerings in hospitality today.
Listeners will discover:
- The pitfalls of over-scheduling wellness activities.
- How the pressure to "do it all" can lead to the opposite of relaxation.
- Strategies for hospitality providers to help guests truly unwind and recharge.
- The importance of creating downtime experiences and the role of "forced relaxation."
- The impact of connectivity and the need for intentional disconnection.
- How hospitality providers can tactically manage communication to reduce guest stress.
Tune in to learn how to balance offering a range of wellness options with the need for genuine rest and relaxation, both from a traveler's perspective and as a hospitality provider aiming to create a rejuvenating experience for guests.
Read Jen's article, "Relearning How to Relax on the Hawaiian Island of Kauai," for Condé Nast Traveler.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we visit Blair Foster, General Manager of The Inn at Newport Ranch, to explore the deep connection between hospitality and the land, uncovering the story of a place where every aspect of the guest experience is crafted to highlight the natural beauty and history of its surroundings.
Listeners will learn:
- The vision and passion of the 96-year-old owner of the ranch and his unique approach to land stewardship.
- The challenges and opportunities of running a hospitality business in a remote location with diverse activities such as a quarry, timber preserve, and cattle ranching.
- The design and construction process of the inn, which took a decade to complete, using local resources and materials from the property itself.
- The inn's culinary program which reflects the ranch's distinct flavors through foraging and harvesting ingredients directly from the land.
- The culture of the staff at the inn, who wear many "hats? and work as a team to provide a detailed, guest-centric experience without pretension.
- The importance of disconnecting from the busyness of life.
Tune in to discover how The Inn at Newport Ranch offers a transformative experience that honors the land and its history and how this unique approach to hospitality can inspire you and your own work.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're joined by Tiffiany Holmes, resort director at Hawks Cay Resort in the Florida Keys, who shares their innovative strategies for keeping a long-standing resort fresh and appealing to today's travelers.
Listeners will learn about:
- The Vacay Pup Program: Discover how Hawks Cay Resort transformed into a pet-friendly destination, going beyond just allowing pets to creating a comprehensive experience for four-legged guests, including a "pup planner" and pet-friendly amenities.
- Staff Training and Guest Experience: Understand the importance of staff training in providing a pet-friendly environment and how to manage guest expectations and experiences.
- Creative Partnerships: Explore Hawks Cay Resort's partnership with Pilar Rum to create an adult-only bar that pays homage to Hemingway's legacy in the Keys, and learn how to balance brand identity with collaborative efforts.
- Innovative Transportation Options: Find out about Hawks Cay Resort's partnership with Blade, offering guests a unique seaplane experience that adds an element of adventure and exclusivity to their stay.
- Encouraging Team Creativity: Tiffany discusses how she fosters a culture of creativity among her staff, encouraging them to bring forward ideas that can enhance the guest experience and improve operations.
Whether you're a hospitality professional looking to rejuvenate your property or just curious about the behind-the-scenes of resort management, this episode is packed with actionable insights and inspiring stories. Tune in to get fired up and reconnect with what it takes to stay fresh and relevant.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, you'll hear James Ferguson, Director of Culture at Wurzak Hotel Group, explain how they built an on-the-spot recognition program for their teams.
You may also enjoy:
- How We Improved Employee Satisfaction From 2.5 to 4.7/5 on Glassdoor - James Ferguson, Wurzak Hotel Group
- Our "culture committee" helps us build and scale the culture we want - James Ferguson, Wurzak Hotel Group
- Hospitality Investment Today: What I'm Seeing Now - Jake Wurzak, DoveHill
- More episodes on culture and people
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Jessica Gidari, Senior Director of Design and Concept Development at Union Square Events' Hospitality Lab, discusses the art of creating a standout brand in hospitality today through storytelling and experience design.
Listeners will learn:
- The Importance of Brand Narrative: Discover why going beyond logos and fonts to craft a compelling story is crucial for your hospitality brand's success.
- Starting the Branding Process: Gain insights into the research and discovery phase of branding and how to identify the most potent narrative for your brand.
- Developing Brand Tenants: Learn how to establish the pillars of your brand experience and ensure every aspect of your operation aligns with these core values.
- Connecting Disparate Elements: Understand the process of creating a throughline that connects various components of your brand for a cohesive guest experience.
- Expansive Applications of Hospitality: Find out how hospitality principles can be applied beyond hotels and restaurants, as Jessica shares examples from working with corporate clients like JP Morgan and cultural institutions.
- Enlightened Hospitality Principles: Dive into the enlightened hospitality ethos and how it can transform interactions within teams and with guests.
Whether you're a hospitality professional or someone interested in the power of branding and guest experience, this episode will provide valuable insights into creating a brand that resonates with your audience and stands the test of time. Tune in to learn how to weave storytelling into the fabric of your hospitality brand and create memorable experiences for every team member and guest.
Read 'Setting the Table' by Danny Meyer
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Jason E. Brooks, a seasoned hospitality leader, discusses his latest book, "Every Leader Needs Followers." Jason shares his motivation for writing the book, dives deep into the challenges faced by hospitality leaders today, and presents solutions that you can use today.
Listeners will learn about:
- The importance of maintaining your individuality while embracing leadership roles in hospitality.
- Balancing personal success with team success and the commitment required to achieve both.
- Jason's unique "10 Keys" model that provides actionable strategies for transforming service managers into hospitality leaders.
- The MODEL acronym and its significance in shaping effective hospitality leadership.
- Techniques for effective onboarding that create an engaging and welcoming environment for new hires.
- The concept of creating "mini GMs" to delegate responsibilities and empower team members.
- Strategies to close the gap between operator execution and customer expectations.
Whether you're a hospitality veteran or new to the industry, this episode offers valuable insights into leadership, team management, and creating a culture of success. Tune in to discover how you can still be yourself while using proven processes to become a successful leader in the fast-paced world of hospitality.
Follow Jason on LinkedIn, Twitter, and Instagram
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this week's edition of "San Francisco Sundays," we're learning from Matt Humphreys, General Manager of the Hyatt Regency San Francisco, about creative things he and his team have done to welcome events and group business, delight these guests - and increase their own business performance as a result.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, David Arraya delves into the transformative power of hospitality in all areas of our lives.
Listen now to learn:
- How hospitality can serve as a fundamental human connection that transcends environments across cultures.
- The concept of "conscious hospitality" and how it can be applied in everyday interactions.
- Strategies for incorporating hospitality principles into personal relationships, family dynamics, and community engagement.
- Real-life examples of how hospitality skills can help navigate challenging situations by fostering understanding and communication.
Tune in to be inspired and discover how you can infuse hospitality into every aspect of your life, creating more meaningful connections and a more caring world.
- Follow David on LinkedIn
- Listen to David's podcast, The Conscious Hospitality Podcast on Apple Podcasts or Spotify
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're joined by Nikki Glass, a trailblazing General Manager at Kimpton Hotels, to explore the transformative power of mentorship in hospitality. Nikki shares her insights on how mentorship can not only fast-track your career but also creates opportunities for others.
Listeners will learn about:
- The importance of both formal and informal mentorship in leadership development.
- Nikki's approach to fostering organic mentorship relationships and her open-door policy.
- The creation and impact of a paid internship program at Kimpton Hotels designed to nurture the next generation of hospitality professionals.
- Strategies for effective mentorship, including job shadowing, skill-building exercises, and the significance of personalized guidance.
- The role of mentorship in empowering women in hospitality, especially in leadership positions.
Whether you're a seasoned hotelier or just starting out, this episode is packed with valuable takeaways on leveraging mentorship for growth for you and your teams. Tune in to get motivated to make a difference in your career and the lives of those around you.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Peter Mack, the founder and CEO of Collective Retreats and The Conservatory Collective, shares his journey from creating unforgettable experiences at Tough Mudder to innovating in the hospitality industry by connecting guests with nature through luxury retreats.
You'll learn about:
- Innovation in Experience Design: Discover how Peter's background in designing challenging obstacle courses at Tough Mudder influenced his approach to creating unique hospitality experiences that connect people with nature.
- Nature-Based Hospitality Opportunities: Explore the booming field of outdoor hospitality and learn about the opportunities it presents for investors, developers, and operators.
- The Collective Retreats Model: Get insights into how Collective Retreats offers luxury accommodations that are designed with nature, providing guests with a sense of escape and connection to their surroundings.
- Culinary Programs: Understand the importance of food in enhancing the guest experience and how Collective Retreats integrates local produce and foraging opportunities into their culinary offerings.
- The Conservatory Collective: Learn about the new sister brand to Collective Retreats, which manages a collection of nature-based stays and experiences and how it supports like-minded properties with sales, marketing, and technology services.
- B Corp Certification: Find out what it means to be a B Corp in the hospitality industry and why Collective Retreats has chosen this path to ensure its mission aligns with environmental and social responsibility.
- Hiring the Right People: Hear Peter's philosophy on hiring 'lightning rods' or catalysts in the community and the importance of building a team that embodies a life in service to others.
- The Future of Hospitality: Get Peter's take on the critical turning point the hospitality industry is facing and how connecting with nature can lead to a better industry and happier guests.
This episode is packed with practical examples and case studies that will ignite your passion for the potential of nature-based hospitality. Tune in to learn how Collective Retreats is shaping the future of nature-based hospitality.
Follow Collective Retreats on Instagram, Facebook, and X
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Jeff Tisdall, Chief Business Officer at Accor One Living and the company's Global Head of Mixed Use, joins us to share the opportunities and challenges in hospitality-branded residences and mixed-use developments.
Listeners will learn about:
- The expanding market for hospitality services beyond traditional hotels and how it's reshaping the industry.
- The concept of hospitality-branded residences and the unique approach Accor takes to innovate in this space.
- The direct and indirect benefits of integrating hospitality into residential living, from design to long-term operations.
- The economic advantages for developers and hotel investors in creating mixed-use properties with branded residences.
- The importance of balancing privacy and exclusivity with access to hotel amenities for residence owners.
- Real-world examples of successful Accor One Living projects and their impact on brand building and community engagement.
- The role of Accor One Living in providing turnkey solutions to partners and the significance of their 360-degree support throughout a development's lifecycle.
Whether you're a developer, investor, or simply passionate about the future of hospitality, this episode is packed with valuable insights and inspiring stories that will ignite your enthusiasm for what's possible.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Alex Walterspiel, Co-President and Chief Operating Officer of Sensei, shares what it takes to provide exceptional hospitality focused on wellness to the most discerning guests in the world.
Listeners will learn about:
- The Founding of Sensei: Discover the origins of Sensei, co-founded by Larry Ellison and Dr. David Agus, and their mission to impact the world by preventing illness and improving health.
- Customized Guest Experiences: Understand how Sensei tailors each guest's stay to their personal intentions, whether it's for a relaxing vacation or a transformative two-month sabbatical.
- The Pre-Arrival Process: Gain insight into the pre-arrival questionnaire and subsequent conversations that help craft a unique itinerary for each guest.
- The Role of Sensei Guides: Learn about the highly educated professionals specializing in exercise physiology, mindset, or nutrition and how they collaborate with guests to achieve their wellness goals.
- The Sensei Way: Explore the evidence-led approach to well-being, focusing on the three interconnected paths of Move, Nourish, and Rest - and how they adapt to each individual's life journey.
- The Impact of the Pandemic: Reflect on how the pandemic has shifted the focus towards health and wellness and how people are re-evaluating their approach to life and self-care.
- The Hospitality Experience at Sensei: Discover how the hospitality aspect at Sensei is designed to support and enhance the wellness experience without overshadowing it.
Tune in for a deep dive into the future of wellness-focused hospitality and how Sensei is setting a new standard for the industry. Whether you're a hospitality professional or simply interested in wellness and self-improvement, this episode is sure to provide valuable insights and inspiration.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Ben Wolff is the co-founder and developer of Onera (IG: @StayOnera), a luxury treehouse resort in the Texas Hill Country. His experiential hospitality firm, Oasi, develops and manages a portfolio of landscape resorts, boutique hotels, and luxury retreats.
In this episode, he shares what he sees holding innovation back in hospitality, how investment is changing in our industry, how shifts in booking behavior are guiding his marketing, strategies for operational efficiency, and trends in demand that he's building for and investing in.
Follow @TheRealModernTraveler on Instagram for more from Ben
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're joined by David Arraya, an international hotelier, globe trotter, coach, and speaker. Listen now to learn about:
- Navigating Career Ambitions: The delicate balance between ambition and patience, and how to manage the consequences of career decisions.
- Building and Maintaining Relationships: Gain insights into the importance of keeping in touch with colleagues and handling professional transitions with grace.
- Overcoming Distractions: Discover strategies to combat the addictive nature of technology and maintain focus in a world full of digital distractions.
- Generational Differences: Explore the impact of generational shifts on the workplace, from Baby Boomers to Gen Alpha, and how these changes affect teamwork and leadership.
- Conscious Leadership: Learn about the concept of conscious leadership and hospitality and how being present and aware can transform your personal and professional life.
- Daily Rituals for Success: Uncover the power of daily rituals and intentionality to stay grounded and focused amidst life's chaos.
- The Future of Teamwork: Get a sneak peek into David's upcoming book, "The Future of Teamwork," and understand the evolving dynamics of attachment, collaboration, and co-creation in modern organizations.
Tune in for a transformative conversation that will inspire you to lead with intention, embrace presence, and foster a more human-centered approach in your career and life.
- Follow David on LinkedIn
- Listen to David's podcast, The Conscious Hospitality Podcast on Apple Podcasts or Spotify
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Do you want to sleep better - and help your guests sleep better? I'm hearing more and more people talking about this now, and hospitality providers are in the perfect position to help people sleep better - but you have to approach this the right way. That's why I'm excited to have JD Velilla (IG: @AskTheSleepNerd), the founder of Designing Sleep, joining us today. He specializes in creating great sleep experiences, and in this episode, you'll learn how to sleep better yourself and help those you serve sleep better.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Today, we're in Palm Springs, California, at the Saguaro Hotel to learn from its GM, Celeste Brackley. I heard about this property from speaking with their creative director, Stefan Merriweather, and this property really stands out to me as a guest. There is something fun, playful, and unfussy that feels really refreshing in a world of concepts that often take themselves too seriously. In this episode, you'll hear Celeste talk about Palm Springs, their unique approach to hospitality, and how she leads her teams here.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Scot Turner is the Founder & Managing Director of Auden Hospitality. With over two decades of experience working with prestigious brands and culinary icons (including Dorchester Collection, Alain Ducasse, Intercontinental Hotels, Conrad Hotels, Dominique Ansel, Frederic Vardon, and Harrods) he joins us today to share actionable insights for hospitality providers looking to elevate their food and beverage programs. Listen now to learn:
- Common Pitfalls: Learn where many hoteliers go wrong with their F&B offerings and how to avoid them.
- Excellence in F&B: Uncover what truly exceptional F&B looks like and the mindset shift required to achieve it.
- Revenue Growth: Explore how a thriving F&B service can not only become a revenue center but also drive room sales and overall hotel profitability.
- Local Community Engagement: Gain strategies for making your hotel restaurant a neighborhood favorite, ensuring a steady flow of local patrons.
- Digital Innovation: Find out how to enhance the guest experience and boost revenue with digital tools.
- Maximizing Space: Get inspired by creative ways to transform underutilized hotel spaces into revenue-generating or experiential hotspots.
Whether you're a seasoned hotelier or new to the industry, this episode offers valuable lessons on creating a vibrant, profitable F&B environment that guests and locals will love.
Related post: 3 opportunities for hoteliers with F&B
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Kristie Goshow is the Chief Commercial Officer for KSL Resorts, and in this episode, explains how "systems thinking" can help you lead your teams in engaging guests and driving business performance.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Caitlin Ornitz, Vice President of Strategy at Champagne Hospitality, draws from her background in management consulting with McKinsey & Company to share how she pushes through tough industry problems to stay ahead of competitors, innovate, and attract guests. Listen to gain insights on how to empower your team, make big bets, and position your hospitality business to be durable and relevant for years to come.
You may also enjoy:
- Our other episode with Caitlin: How Our Hotels Become Community Pillars, Delighting Neighbors and Guests Alike
- Building Sustainable Luxury with Denise Dupré, Founder of Champagne Hospitality
- Our other episodes on strategy
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
The Broadmoor is the world's longest-running Forbes Five-Star & AAA Five-Diamond resort. In this episode, Ann Alba, Vice President and Resident Manager at The Broadmoor, shares her thoughts on careers, mentorship, legacy, and preparing for the future. Listen to be inspired by the vision she outlines of what excellence in hospitality leadership can look like.
You may also enjoy: How We Use History To Delight Guests, Neighbors, and Staff (with Cynthia Leonard, The Broadmoor)
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Sima Patel is co-founder and CEO of Ridgemont Hospitality, a hospitality development and management company in the San Francisco Bay Area, and she was also the first Board-elected Chair of Visit California, representing more than 20,000 tourism businesses here. She's a tireless champion of travel and tourism, and in this episode shares why every hospitality provider should care about promoting travel.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Sponsored by Otelier - the software behind every great host.
Sima Patel is the co-founder and CEO of Ridgemont Hospitality, a San Francisco Bay Area-based hospitality development and management company and the founder of Saaheli, a global community committed to educate, engage, and empower women to realize their true potential. In this episode you'll hear what she's learned about empowering others.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Sponsored by Otelier - the software behind every great host.
Sima Patel is one of the most widely respected leaders in hospitality, earning recognition as Hotelier of the Year by AAHOA and becoming the first board-elected Chair of Visit California, among other recognitions. Sima is the co-founder and CEO of Ridgemont Hospitality, a San Francisco Bay Area-based hospitality development and management company and in this episode, you'll hear her story of grit, resilience, and success in hospitality, which will inspire you to be your best and empower others.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Sponsored by Otelier - the software behind every great host.
Glassdoor is sort of like those online reviews your hotels get on TripAdvisor and Google - but it's from employees. Because of this, it's a crucial place to monitor and improve if you want to attract talented people to your teams. In this episode, you'll hear James Ferguson, Director of Culture at Wurzak Hotel Group, explain how they've improved employee satisfaction and increased their Glassdoor rating from 2.5 to its current overall rating above 4 - 4.7 in the area they're spending the most time in. Listen now to hear all about how they did it - and what you can learn to delight the people in your organization.
You may also enjoy:
- Our "culture committee" helps us build and scale the culture we want - James Ferguson, Wurzak Hotel Group
- Hospitality Investment Today: What I'm Seeing Now - Jake Wurzak, DoveHill
- More episodes on culture and people
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Sponsored by Otelier - the software behind every great host.
In this episode, Caitlin Ornitz, Vice President of Strategy at Champagne Hospitality, shares how their hotels in France and the Caribbean have become pillars of the communities they operate in. Listen to hear how they do this and get inspired by what it looks like to participate in and celebrate the places you are providing hospitality from.
You may also enjoy:
- Building Sustainable Luxury with Denise Dupré, Founder of Champagne Hospitality
- Our other episodes on community
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Equinox Hotels CEO Chris Norton talks about the timeless aspects of hospitality, and how it might look for you.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Vic Chynoweth is the CEO of Otelier, formerly known as My Digital Office or MDO, and in this special episode, he talks about why they rebranded and the opportunities he sees in hospitality with technology today. Listen to learn what it takes to successfully bring together people and companies into an aligned, effective organization as well as new opportunities AI-powered technology is opening up for hoteliers today.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
There's a lot of talk about AI in hospitality technology now, but what are we not talking about but should be? Stuart Greif has a unique perspective on this topic as the Chief Strategy, Innovation, & Operating Officer at Forbes Travel Guide, and in this episode - recorded in December 2023 - he shares what's going on with AI and its potential implications for you and your hospitality business.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Today, we're getting powerful leadership lessons from an unlikely source: a whitewater rafting trip! Listen to Remington Hospitality President Chris Green share what he learned on the river and how it can make you a more effective hospitality leader.
Check out Chris' new book, The River Guide to Leadership.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
The Lodge at Marconi has one of the most colorful stories I've come across recently. Its developer and operator, Oliver Hospitality, invited me to check it out recently (you can follow along on the Hospitality Daily YouTube channel today). In this episode, you'll hear from Ethan Orley, the Managing Partner of Oliver Hospitality, about how this property came to be - with lessons for you on everything from concept development to the design to the guest experience.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Oliver Hospitality is a Nashville-based hotel and restaurant management company founded in 2009 on the idea that old and new properties could be reworked into engaging and thoughtful spaces. In this episode, Ethan Orley, the Managing Partner of Oliver Hospitality, talks about how an emphasis on the creative and communications elements of hospitality creates a powerful guest experience that I want you to learn from.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Kristie Goshow, Chief Commercial Officer, and Chris Riccardi, SVP of Global Sales Strategy at KSL Resorts, share how they cross-train their team to keep them engaged, growing, and performing at their best.
Listen to our other episodes with Kristie:
- How "The Great Crossover" is Creating Opportunities in Hospitality Commercial Strategy Now
- How I Stay Connected To Cultural Trends That Matter
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Phil Hospod is one of the top lifestyle hotel developers and owners in the world - he's the founder and CEO of Dovetail + Co - and in this episode, you'll hear about the new hotel he's building in New York that is laser-focused on one segment of travelers: Gen Z solo travelers.
Watch our full conversation exclusively on the Hospitality Daily YouTube channel - Building Memories: The Art of Boutique Hotel Development - for more.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels, Resorts & Spas, shares what she learned from unboxing an iPhone that can guide the way you design moments that delight your guests.
- Article: Unboxing the Hotel Room
- Listen to our other episode with Susie: From MTV Producer to Leading Wellness Programming: Lessons and Observations for Hospitality
- Listen to more episodes on guest experience design
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
This past week, I was in Palm Springs for an event produced by the Independent Lodging Congress and wanted to summarize some of my takeaways. You'll hear what stood out to me from some of the top leaders in independent hospitality - as well as some takeaways from the location, host hotel, and event itself that will inspire you in your hospitality business.
Learn more about the next events from ILC here
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
It seems like everyone talks about experiential hospitality. So, how do we know where the opportunity lies and how we can authentically provide experiences that transform the lives of our guests and those we work with?
To answer that question, we're going to learn today from Michelle Oliver, the founder and CEO of Expitality and the author of Grace & the Art of Experiential Hospitality.
In this episode, we talk about how hospitality providers can think about this personally and within their businesses to provide remarkable hospitality.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What could it look like to use history to ground your hospitality business in a sense of place, shape the culture of your teams, and make your guests and neighbors feel more connected to your hotel?
I can't think of someone better suited to show us what this can look like than Cynthia Leonard, the historian at The Broadmoor in Colorado Springs, Colorado - one of America's most iconic grand resorts. In this episode, you'll learn how Cynthia uses history to engage their teams and delight their guests.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Susie Arnett is the Director of Wellness Programming at Six Senses Hotels, Resorts & Spas and one of the world's leading experts on wellness. In this episode, you'll hear what she's thinking about in this area and the opportunities it's creating in hospitality today.
Articles referenced:
- Wellness Turns Nightlife on its Head
- Space as a Service
- 3 Ways to Cultivate Psychological Ownership in Your Guests
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're learning from Equinox Hotels CEO Chris Norton about how they built on the 30-year legacy of the Equinox brand to create what has become one of the most exciting new hospitality companies in the world today. Listen to hear their strong point of view, the details they're obsessed with, a deep dive into sleep, how they use their clubs as community hubs, and the growth opportunities they see now.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
A few weeks ago, Kristie Goshow joined us to share the idea of The Great Crossover - and how it can unlock innovation in hospitality. Kristie Goshow is the Chief Commercial Officer for KSL Resorts. Since you loved what she shared last time, I wanted to bring her back to talk more about how she stays connected with cultural trends that matter today - and how she thinks about the future and what providing hospitality may need to look like. If you want to be relevant and stay relevant, this is an episode you won't want to miss!
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Loyalty is the foundation for growing a thriving and profitable hospitality business. In this episode, you'll learn how Josh Belkin, Vice President of Loyalty & Consumer Engagement at Omni Hotels & Resorts, transformed their loyalty program to delight their guests and unlock opportunities for growth.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Chris Green is the President of Remington Hospitality, and in this episode shares what he's learned about the power of curiosity, how this affects culture, and what he's found helpful in hospitality leadership.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, I'm interviewed by Mollie Reese - host of the Stay in Good Company Podcast (Spotify) - all about slow travel, how it's shaped me, and some of the best things I've seen in hospitality recently.
If you enjoyed this, don't miss my interview with Mollie here: The Joy of Slow Travel: What I've Learned Going From Corporate Burnout to Reconnecting with the Soul of Hospitality
- Follow Stay in Good Company on LinkedIn
- Follow Stay in Good Company on Instagram
- Follow Stay in Good Company on Facebook
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
If you want some inspiration on what it looks like to expand the definition of what it means to be a hospitality provider, you should listen to Sid Garza-Hillman today. Sid is the Wellness Programs Director at The Stanford Inn in Mendocino, he's the author of "Ultra Running for Normal People. In this episode, you're going to hear about why he founded the Mendocino Coast 50K ultramarathon in his community, how the Stanford Inn got involved, the impact of this - plus what he's learned about ultrarunning and personal development.
If you liked this episode:
- Listen to my other episode with Sid: How We Use Nutrition & Wellness Programming To Serve Our Guests
- Listen to our other episodes on wellness here
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
For so many people, spas, wellness amenities, retail outlets, and shopping are a big part of the fun of staying at a hotel or resort - so are you making the most of these as a hospitality provider? Amy Mullins is Vice President of Retail & Spa for KSL Resorts, and in this episode, you'll hear the opportunities she sees for showing hospitality through attentive service, the power of selling things that delight your guests and enhance your brand, trends she sees in spa and wellness - and her unconventional approach to recruiting.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How can hotels redefine the next era of hospitality while remaining true to their core values of elegance, exclusivity, and emotional engagement? In this insightful conversation with Maud Bailly, CEO of Accor's Sofitel, MGallery & Emblems brands, we delve into the evolving landscape of luxury hospitality, exploring the importance of personalized guest experiences, the strategic management of iconic hotel brands.....and the urgent need for sustainability and social responsibility.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How can hotels use technology to enhance guest experiences without losing the personal touch that defines great hospitality? In this episode, we're learning the answer to that question from Maud Bailly, the CEO of Sofitel, MGallery & Emblems at Accor, who before that was the group's Chief Digital Officer in charge of Digital, Data, Information Systems, Distribution, and Sales. Listen to what she learned in this role, how tech innovation can coexist with and even amplify the human element in hospitality, and how digital leadership helped Maud in her career journey.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Today Zach Demuth, Global Head of Hotels Research at JLL, walks us through their Global Hotel Investment Outlook for 2024. What we cover in this episode is relevant for anyone who works in hospitality because we're going to get into everything from the real impact of brands today to the return of urban hospitality to high-potential emerging markets to watch.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Phil Hospod is one of the top lifestyle hotel developers and owners in the world - he's the founder and CEO of Dovetail + Co - and he didn't get to where he is today by thinking the same as everyone else. In this episode, you'll hear some common misconceptions that cause businesses to lose the magic of hospitality and the opportunities that excite him the most now.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Dr. Romie Mushtaq is a board-certified physician and one of the most fascinating people I've met in hospitality. After spending six years as the Chief Wellness Officer at Evolution Hospitality, she moved to Great Wolf Resorts to be their Chief Wellness Officer - and in this episode, you're going to learn how she takes care of the people providing hospitality....with plenty of lessons for you and your hospitality business.
- Learn about Dr. Romie's book, "The Busy Brain Cure"
- Listen to our other episode with Dr. Romie, How To Rest Well and Avoid Burnout
- Follow Dr. Romie on LinkedIn
- Follow Dr. Romie on Instagram
- Follow Dr. Romie on YouTube
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
This episode is sponsored by Sojern - the #1 marketing platform for hospitality
Today, Chip Conley joins us to talk about his new book, Learning to Love Midlife, and what he's doing now as the co-founder of the Modern Elder Academy.
You may also enjoy our other episode with Chip - What I Learned At Airbnb About Hospitality - or our entire conversation on YouTube.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
This episode is sponsored by Sojern - the #1 marketing platform for hospitality
Today, we're joined by Chip Conley - whom many of you know as the founder of Joie de Vivre Hospitality - an early leader in boutique lifestyle hospitality. Chip is the author of Learning to Love Midlife, which we're going to be talking about tomorrow on the podcast - it's up now on the Hospitality Daily YouTube channel - but today, I asked him to share what he learned during his time as Head of Global Hospitality and Strategy for Airbnb because in many ways this role was foundational to his work now as an author, speaker, and co-founder of the Modern Elder Academy.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Yesterday, we heard Terranea Resort President Ralph Grippo talk about how they monetize every square foot of their property through programming, activities, and events. It's also what makes this property so special as a guest - something I felt as they hosted me last week. In this episode, you're going to hear more about what they're doing and how they're doing it from their Resort Activities Operations Manager, Henry Cox.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Today, we're learning from Ralph Grippo, President of Terranea Resort. In this episode, we cover:
- The importance of making team members feel valued and engaged (and how they do this at Terranea).
- Strategies for personalizing guest experiences and the role of technology in doing this.
- The significance of being an integral part of the local community and how Terranea Resort achieves this.
- Ralph's approach to monetizing every square foot of the resort while ensuring guest delight.
- The journey towards achieving a Forbes five-star rating and the operational changes involved.
- The role of daily energizers in maintaining service excellence.
- Ralph's personal stories of connecting with associates and the impact of genuine relationships on service delivery.
Tune in to discover how Terranea Resort has become a benchmark for luxury hospitality and how you can apply these lessons to elevate your own service standards. Whether you're a hospitality professional or simply passionate about exceptional service, this episode is a masterclass in cultivating a culture of excellence.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Kristie Goshow is the Chief Commercial Officer for KSL Resorts. In this episode, you're going to learn about a trend that's creating opportunity for us all - something she calls "The Great Crossover" - as well as ways hospitality providers can use technology and creativity to delight guests and staff - and make more money in doing this.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Storytelling is foundational to how Paul Coury, the Founder and CEO of Coury Hospitality, thinks about hospitality. In this episode, you'll learn why and how they do this.
Listen to our other episode with Paul: How We Co-Created A Hot New Club With Kansas City Jazz Legend Lonnie McFadden
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Paul Coury is the Founder and CEO of Coury Hospitality, and in this episode, shares the story of creating Lonnie's Reno Club. There are so many lessons here for you wherever you are in the hospitality business - from developing relationships to thinking creatively to monetizing your space well.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Dr. Romie Mushtaq is a board-certified physician who brings together more than two decades of leadership in neurology, integrative medicine, and mindfulness. Her first book, "The Busy Brain Cure" was published by Harper Collins in January 2024. Dr. Romie serves as Chief Wellness Officer for Great Wolf Resorts and, in this episode, explains how you can take care of yourself - and your teams - as a hospitality leader.
- Follow Dr. Romie on LinkedIn
- Follow Dr. Romie on Instagram
- Follow Dr. Romie on YouTube
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What might it look like to go beyond talking about people being at the heart of hospitality to showing that through communication and design of all types? In this episode, you'll hear Ben Pundole, Executive Vice President of Brand, Culture, and Experience at PUBLIC Hotels, talk about what remarkable hospitality is to him, how a recent trip brought this to life, and how he's doing this with this digital media brand, A Hotel Life.
Check out my other episode with Ben: Creating Alchemy with Ian Schrager (And How Hospitality Needs to Change)
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Strawberry used to be known as Nordic Choice Hotels but went through a transformation to think much more expansively about hospitality. You may remember Carl Oldsberg talking about this a few months ago.
In this episode, I want you to hear how Kari Anna Fiskvik brought everything she learned from technology leadership roles in the music, publishing, and fashion industries to Strawberry - where she became their Senior Vice President of Technology and is building the infrastructure that allows this company to be so innovative.
Listen now to hear her first impressions of stepping into the world of hospitality (which I appreciate hearing from a fresh perspective), along with how she structured her teams, evaluated technology, and then approached change management so that Strawberry could get the most out of the technology it bought.
Related: Our Bold Rebrand is Paying Off: The Story Behind Relaunching Nordic Choice Hotels as Strawberry - Carl Oldsberg, Strawberry
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Chekitan Dev is a professor at Cornell University and wrote the world’s first and only book on Hospitality Branding. In this episode, you'll hear what he sees in the market today - and how you and your brand can stand out.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Today, I'm joined by Florian Montag from the SMACK podcast, and in this episode, you're going to hear the top trends we're seeing in hospitality today - and the opportunities for you.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
If you're working in hospitality - anywhere from the front lines of a hotel to investing in hotels, you know just how big of a role brands play. They are much more than just the name on a building or flag outside, but guide everything from the amenities on site to how the business is run to the technology used and the commercial strategy.
Because of all of this, the brand you choose matters a lot if you work in hospitality - both for your career and for the financial success of your business. That's why I invited two people from CBRE - Rachael Rothman, Head of Hotels Research & Data Analytics, and Christine Bang, Research Manager - to talk about a comprehensive research study they did on hotel brand performance. In this episode you'll learn how they conducted the study, what they learned - and it's implications for you.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
A few months ago, Meg Kennedy and Rob Blood joined us to talk about how they built Lark Hotels - and you loved it: it was one of the top 3 episodes last year. I wanted to bring them back today to talk about their experience with hotel development and investment because I want us all to learn more about this area so we can become more effective in the way we provide hospitality.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Jagruti Panwala has a fascinating story of reaching the highest levels of success in hospitality, from being the President & CEO of a hotel ownership group to becoming the chair for AAHOA to her work today on the board of directors for AHLA.
You can watch our entire conversation on the Hospitality Daily YouTube channel, but a recurring theme throughout her story was her emphasis on relationship building.
I want you to listen to her talk about this today because wherever you are in hospitality, relationships are the foundation of not only getting things done with your teams and partners but also the key to living a life of meaning.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Ben Pundole, a long-time collaborator with Ian Schrager, currently serves as the Executive Vice President of Brand, Culture, and Experience at PUBLIC Hotels. In this episode, you'll hear the insights Ben learned from Ian on delivering remarkable hospitality, and how this has evolved over time.
- Follow Ben on Instagram
- Visit A Hotel Life
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
If hospitality is all about making other people happy, how do you support and inspire your teams as they do this? In this episode, Bill Walshe, the former CEO of Viceroy Hotel Group and current strategic advisor and keynote speaker, shares what he calls "Prideology" - a philosophy he learned is essential for anyone in hospitality to understand and live by.
- Follow Bill on LinkedIn
- Visit Bill's website
- Watch Bill's TED talk: A Roadmap of Pride
- Listen to our other episode with Bill: Creating A Culture of Belonging To Enable Consistent Individuality
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Would you like to get more media attention and attract more guests and staff to your properties? If so, you're in for a treat because today we're joined by Michelle Heston, Executive Regional Director of Public Relations for Fairmont Hotels & Resorts and the Vice Chair of the Visit California PR Committee. In this episode, you'll learn what she's learned about hospitality, partnerships, getting media attention, working with influencers, and much more.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Jeremy Wells is a thought leader in independent hospitality, the author of two books - Future Hospitality and Indie Hotel - and a partner at Longitude°, a branding and experience design consultancy that some of the coolest hospitality concepts in the world turn to for guidance. A few years ago, he got into the world of hotel investment and now owns The Ozarker Lodge. In this episode, you'll hear how this has shaped his perspective on hospitality.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
From a background in finance to executive leadership roles at Marriott, Seema Jain saw the power of cultural competency at work. Now the Founder and CEO of Seva Global, Seema teaches us in this episode what cultural competency is, how to develop it - and the power it has in any hospitality business.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
I recently had an incredible stay at the Stanford Inn in Mendicino - a small town on the northern California coast - and one of the things that stood out to me was their thoughtful approach to nutrition and wellness - not only in their food and beverage offerings but in the education and programming they offered.
We're joined today by Sid Garza-Hillman, the Wellness Programs Director at the Stanford Inn, to learn about this and the opportunity it might present for you.
In this episode, you'll hear about how Sid got started, how he integrates wellness into every aspect of the guest experience, what he's learned through it all - and how to use your hospitality business to change lives long after guests leave your property.
- Sid's podcast
- Sid's YouTube channel
- Sid's books
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Want to provide hospitality beyond the walls of your property through activities and programming that both serves your guests and the community at large? Annex Hotel Chief Operating Officer Ryan Killeen shared how they're doing this through a social run club they host in Toronto: The Slowpokes.
To learn more, I sat down with the founders of Slowpokes, and in this episode, you'll hear from them what it takes to start a community-driven program like this - and how to host it as a hospitality provider.
Follow Slowpokes on Instagram: Toronto, Vancouver, Ottawa, and Montreal
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Isaac French, founder of Experiential Hospitality, has one of the crazier stories I've heard in hospitality about how he built Live Oak Lake - a 7-cabin landscape hotel in Texas - for $2.3 million in 2022 and sold it for $7 million in 2023.
Isaac credits social media and working with influencers as the biggest factors of this success story - so I wanted to share how exactly he did this with you. In this episode, you'll learn the common misconception most people have with social media, how to leverage your location as an advantage, how Isaac did outreach to influential people on social media and decided who to work with - and ....what he learned through it all.
- Follow Isaac on X
- Follow Isaac on Instagram
- Follow Isaac on YouTube
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Would you like to have happier teams, more inspired guests, and make more money by winning more events business? If so, I want you to learn from Christina Grace, founder and CEO of Food Print Group (@FoodPrintGroup), a software and services company that partners with hospitality owners and operators to eliminate waste.
Cutting down on waste is something we can all get behind. It's good for the planet and our profits. Christina draws from her extensive background in food systems and research to help both hospitality companies such as Arlo, Eataly, Rosewood, and SH Hotel Group and companies outside of hospitality such as Google, Meta, and Pfizer. In this episode, you'll hear about the problem that exists today and how you can build a program in your organization that drives meaningful change now and sustain it for the long term.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Bill Kimpton is widely credited with pioneering the concept of the boutique hotel in the United States, and our guest today, Jorge Treviño, opened 44 hotels and 53 restaurants for him at Kimpton Hotels.
In this episode, you'll hear what Jorge learned through this process about creating lifestyle hotels and providing exceptional hospitality in a fresh way that remains more relevant today than ever.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Events are such a big part of the world of hospitality - whether it's hosting internal events for your teams or hosting others and helping them produce their events on your properties. Today, we're learning how to do this well from Micayla Diener, the Global Events Lead at a major technology company.
Micayla studied hospitality management in college before starting her journey to leadership in events, and in this epsiode you'll learn about what goes into planning and producing successful events, how to collaborate with others to do this well, and the big lesson Mikayla has learned from hospitality that's guided her journey to events leadership today.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What might it look like to use your hospitality business as a platform for partnerships with others in your community to delight your guests and customers and grow your business?
Frank Uffen, Managing Director of Community & Partnerships The Social Hub (formerly The Student Hotel) and Founder of The Class Foundation, is joining us today to share some insight on this.
In this episode, you'll learn how Frank builds community through partnerships, useful frameworks, and some examples of what this has looked like for The Social Hub that can inspire you.
- Follow Frank on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Could you create more opportunities for yourself and your business by thinking of hospitality more expansively?
Joining us today to share how he and his team did this is Frank Uffen, Managing Director of Community & Partnerships The Social Hub (formerly The Student Hotel) and Founder of the Class Foundation.
In this episode, you'll learn about how The Student Hotel got started, why and how it rebranded to The Social Hub, and the opportunity with Hybrid Hospitality today.
- Follow Frank on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How can you use photography to communicate your hospitality and grow your business?
Joining us today is award-winning commercial photographer Jiri Lizler, whose work has been featured in everything from Conde Nast to Forbes to The Times and whose clients include brands from Chanel and Warner Brothers to Ritz Carlton and Six Senses.
In this episode, you'll learn how to prepare for and plan a photoshoot, common misconceptions, and trends in photography that Jiri is seeing today.
- Follow Jiri on LinkedIn
- Visit Jiri's website
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Judith Cartwright is theFounder and Managing Director of Black Coral Consulting and the former Senior Vice President of Revenue & Distribution at Kerzner International, where she developed a total revenue optimization model that drove revenues across all business units for the company's global portfolio of brands, including Atlantis, One&Only, and Mazagan. In this episode, you'll learn what she learned through this process, including the cross-functional working relationships that are most important, how to make more money from restaurants - and the process of turning unused spaces into profit generators for your business.
- Follow Judith on LinkedIn
- Learn more about Black Coral Consulting
- Listen to our other episode with Judith: How To Create a "Revenue Pizza" To Maximize Profits for Your Hospitality Business
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Do you know what it will take to drive more revenue - and profits - from your hospitality business this year? Today, we're learning from someone whose name has kept coming up in our community as a world-class revenue strategist: Judith Cartwright, Founder and Managing Director of Black Coral Consulting and former Senior Vice President of Revenue & Distribution at Kerzner International, where she developed a total revenue optimization model, which drove revenues across all business units for the company's entire global portfolio of iconic brands, including Atlantis, One&Only and Mazagan.
In this episode, you'll learn about the common revenue misconceptions to avoid and how to build what Judith calls the "revenue pizza" that will drive the most money possible from your business, which, of course, in turn, allows you to hire talented people to your teams and provide incredible hospitality to your guests.
- Follow Judith on LinkedIn
- Learn more about Black Coral Consulting
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're learning from Dorothy Dowling, Managing Director at Horwath and the former Chief Marketing Officer at BWH Hotel Group, about the current media landscape and the revolutionary role of Artificial Intelligence (AI) in reshaping communication today.
We cover:
- The evolution of media creation and distribution and its implications for hospitality businesses.
- How AI is democratizing content creation, enabling marketers to tell compelling stories without hefty budgets.
- The complexities of understanding audiences in a changing digital environment, including the shift away from last-click attribution.
- Google's Performance Max and its influence on advertising strategies and customer engagement.
- The balance between leveraging timeless marketing principles and experimenting with cutting-edge technologies.
- The importance of narrative and storytelling in brand building amidst the digital focus.
Enjoyed this conversation?
- Follow Dorothy on LinkedIn here
- Watch our entire conversation on YouTube here
- Listen to our other episodes with Dorothy: Challenges and Opportunities with Hotel Brands Today (What I Saw As CMO of Best Western With 18 Brands), and My Journey Learning and Leading Global Hospitality Businesses
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Why does travel and hospitality matter to you? Having a really clear answer to this is really important as we begin a new year because knowing your "why" is going to help you perform at your best.
In this episode, I want you to hear Life House CEO Rami Zeidan explain what motivates him to provide hospitality because I think it will inspire you to get really specific and personal about why you're in this business and excited for the year ahead.
- Follow Rami on LinkedIn
- Learn more about Life House
- Listen to our other episode with Rami: Democratizing Hospitality: How We Can Make Independent Lifestyle Hotels Profitable, Efficient, and Accessible to More People
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Craig Poole is the President of Reading Hospitality, which owns and operates the DoubleTree Hotel in Reading, Pennsylvania. He's a three-time Hilton Connie Award winner and was recognized as General Manager of the Year by the American Hotel and Lodging Association. In today's episode, you'll learn how he uses hospitality to create new beginnings for people.
- Follow Craig on LinkedIn
- Listen to our other episodes with Craig
- Watch the documentary: Follow Me, and I Will Be Behind You
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Hospitality Daily host & producer Josiah Mackenzie shares his #1 learning from the past year - and how it shows opportunity for all of us in the year ahead.
Links:
- Join the Hospitality Daily community on LinkedIn
- Learn more about The Huddle - Hospitality Daily's private membership community
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Join us as we dive into the world of hybrid hospitality with Ryan Killeen, the Chief Operations Officer at the Annex Hotel in Toronto. With a rich background that includes roles at Airbnb and Sonder, Ryan brings a wealth of knowledge to the table, discussing the future of hospitality that marries the comfort of short-term rentals with the luxury of hotels.
In this episode, listeners will learn about:
- The evolution of short-term rentals and hotels into a new, hybrid model.
- Ryan's journey from traditional hospitality to innovative startups like Airbnb and Sonder.
- The design philosophy behind creating guest experiences that feel like home.
- How technology is used to enhance, not replace, the guest experience.
- The importance of community partnerships and programming in creating a unique hotel atmosphere.
- The role of housekeeping in the overall hospitality experience and how it's integrated into the Annex's operations.
Tune in to gain insights into how the Annex Hotel is redefining hospitality and get inspired to think differently about your own approach to the industry. Whether you're a hospitality professional or simply passionate about travel and guest experiences, this episode is packed with valuable takeaways.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're talking with Adam Wallace, CEO of Spherical, about what he's learned from hospitality trailblazers so far, and who is building the next generation of hospitality experiences.
Listen to our other episodes with Adam:
- The Hotel Culture I Experienced That Cared For People, Enabled Innovation & Earned Media Attention
- The Problem With Marriott and Hyatt
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Michelle Jensen Session is the co-owner of Kensington Investment Group, which owns and manages a mix of commercial and hotel properties. She's also the co-founder of Aquarius Hospitality Solutions, a strategic advisory firm for hospitality.
In this episode, Michelle teaches us about community and connection and why they matter so much.
- Follow Michelle on LinkedIn
- Learn more about Aquarius Hospitality Solutions
- Follow Aquarius Hospitality Solutions on LinkedIn
- Follow Aquarius Hospitality Solutions on Facebook
- Follow Aquarius Hospitality Solutions on Instagram
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Today Tom Luersen, President of CoralTree Hospitality, shares what he learned from Steve Bartolin, Chairman of The Broadmoor.
- Follow Tom on LinkedIn
- Learn more about CoralTree Hospitality
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Scott LaMont is the CEO of EDSA - a planning, landscape and architecture firm - and in this episode, he shares what he's seeing regarding the role of AI in designing hospitality environments.
- Follow Scott on LinkedIn
- Learn more about EDSA
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Gilda Perez-Alvarado is the CEO of Orient Express and Group Chief Strategy Officer at Accor. In this episode, she shares what she's excited about in the world of hospitality today.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Craig Poole is the President of Reading Hospitality, which owns and operates the DoubleTree Hotel in Reading, Pennsylvania. He's a three-time Hilton Connie Award winner and was recognized as General Manager of the Year by the American Hotel and Lodging Association. In today's episode, you'll learn how he came to think about the power of hospitality in a new way.
- Follow Craig on LinkedIn
- Listen to our other episodes with Craig
- Watch the documentary: Follow Me and I Will Be Behind You
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Are you getting the rest you need? I want you to think about this because working in hospitality means giving out, and unless you find time to rest, you won't be able to provide hospitality at the level you want, for as long as you want.
Someone who has been very influential in how I think about the role of rest over the past few months is our guest today, Nathan LaGrange, Executive Director of Oasis Rest International. In this episode, you'll hear what he's learned about rest and resting well.
- Connect with Nathan on LinkedIn
- Learn more about Oasis Rest International
- Watch our conversation on YouTube for bonus content on this topic
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Rachel Humphrey is the founder of The Women in Hospitality Leadership Alliance and is Principal at DEI Advisors.
In this episode, we explore how we can make hospitality events more inclusive and reflective of the industry's talent pool. Listeners will learn about:
- The current state of diversity among attendees and speakers at hospitality events.
- The importance of visibility for women and diverse groups in leadership roles within the industry.
- Practical strategies for conference organizers to enhance diversity on stage.
- The role of sponsors and companies in promoting a more diverse slate of speakers.
- The impact of public speaking opportunities on career advancement for women.
- The benefits of showcasing a wider range of voices and experiences at events.
- A call to action for women in the industry to seek out speaking opportunities and develop their public speaking skills.
Tune in to gain valuable insights on how intentional efforts from all industry stakeholders can lead to more representative and enriching hospitality events and how individuals can take proactive steps to advance their careers and contribute to a more diverse industry landscape.
- Learn more about the Women in Hospitality Leadership Alliance
- Follow Rachel on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're learning from Jake Wurzak (LinkedIn, X)- Founder and CEO of DoveHill Capital Management and CEO of Wurzak Hotel Group. Jake shares his perspective on the hospitality industry today, revealing why now might be the best time to invest. Listeners will gain an understanding of:
- The value of investing in hospitality today
- The benefits of being vertically integrated in hotel management and investment.
- Innovative investment strategies, including structured equity and preferred equity, and how they can yield equity-like returns.
- The importance of culture and people in hospitality management and how it impacts service and guest experiences.
- The potential of highly differentiated, experiential hospitality assets in high barrier-to-entry markets.
- The advantages of having a hands-on approach to hotel operations and how it can de-risk investments.
Whether you're an industry veteran or new to the hospitality investment world, this episode offers a wealth of knowledge, from deal structure to the importance of culture in driving success.
If you liked this episode, you may also enjoy our other episodes with Jake, Mastering The Game of Hotel Investment, Design & Branding, and The Power of Educating Others to Grow, as well as our other episodes on investment and development.
Questions, comments, or suggestions? Get in touch with me (Josiah) here or on LinkedIn - I'd love to hear from you.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we learn from Jake Wurzak (LinkedIn, X)- Founder and CEO of DoveHill Capital Management, CEO of Wurzak Hotel Group, and Host of the Masters of Moments Podcast - about the power of education and teaching others to succeed in today's landscape.
If you liked this episode, you may also enjoy our other episode with Jake, Mastering The Game of Hotel Investment, Design & Branding, as well as our other episodes on investment and development.
Questions, comments, or suggestions? Get in touch with me (Josiah) here or on LinkedIn - I'd love to hear from you.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we learn from Julienne Smith, Chief Development Officer, Americas, at IHG.
You'll gain a deeper understanding of a Chief Development Officer's crucial role in fostering relationships with franchise partners and driving the growth of hotel brands. You'll discover the intricate connection between real estate and hospitality and why understanding this relationship is essential for anyone passionate about the industry.
Julienne sheds light on the challenges and opportunities the current real estate market presents, including the impact of high interest rates and the strategic shift towards conversions and adaptive reuse in hotel development.
You will also learn about the importance of keeping hotels fresh and the delicate balance between satisfying consumer expectations and achieving a return on investment. Julienne discusses the evolution of property improvement plans and the focus on technology to enhance both guest and associate experiences.
This episode also touches on the broader implications of diversity, equity, and inclusion within the hospitality industry. Julienne highlights initiatives like the Ascend program that aim to mentor and sponsor individuals, particularly people of color, to create a more inclusive and representative environment.
Whether you're a hospitality professional, an investor, or simply intrigued by the behind-the-scenes of hotel development, this episode offers valuable perspectives and actionable advice to help you navigate and succeed in the hospitality landscape today.
- Follow Julienne on LinkedIn here
- Learn more about IHG development
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we learn from Jorgan von Stiening, President of Palisociety, about scaling a business while maintaining the soul of hospitality. We cover:
- The unique business model that combines a powerful corporate engine with the charm of small hotels.
- Strategies for structuring a hospitality company to optimize performance and retain top talent.
- The delicate balance between corporate oversight and local autonomy in hotel management.
- The creation and importance of brand standards, even in properties with distinct personalities.
- The philosophy behind Palisociety's attention to detail and how it's reflected in their customer experience.
- The challenges and successes of scaling a proprietor-driven brand without losing its essence.
- The company culture that fosters employee growth, satisfaction, and long-term retention.
Whether you're a hospitality professional, an entrepreneur, or simply intrigued by the business of delighting guests, this episode offers valuable lessons on growing a brand without compromising on the details that make it special. Tune in to discover how Palisociety has mastered the art of scaling hospitality with heart.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
This episode is sponsored by Pure Wellness
In this episode, we're learning from Haley Payne and Zach Webster from Pure Wellness about the booming trend of wellness in the hospitality industry. You'll hear how wellness has become a key decision-making factor for travelers and how hoteliers can capitalize on this trend to provide better guest experiences and boost their revenue in doing so.
- Learn more about Pure Wellness
- Follow Pure Wellness on LinkedIn
- Follow Haley Payne on LinkedIn
- Follow Zach Webster on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What does it take to reach the top of executive leadership in hospitality - and then use that position to create opportunities for those you work with?
Today, Dorothy Dowling joins us. She is a trailblazer and industry legend who spent 17 years at BWH Hotel Group - most recently as Chief Marketing Officer - and is now Managing Director at Horwath.
In this episode, you will learn the importance of continuous learning and adaptability in this rapidly evolving business, the power of building and nurturing professional relationships, and how a growth mindset can redefine - and accelerate - your leadership journey. Dorothy shares her unique approach to mentorship, networking, and balancing a demanding career and a fulfilling personal life.
- Follow Dorothy on LinkedIn here
- Listen to our other episode: Challenges and Opportunities with Hotel Brands Today: What I Saw As CMO of Best Western With 18 Brands
- Watch our entire conversation on YouTube here
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Today, we're joined by Geoff Freeman, President and CEO of the U.S. Travel Association.
In this episode, you'll gain a deeper understanding of the current state of travel, the challenges faced by the industry - and the critical role travel plays in our economy, community, and personally. Geoff shares his insights on why travel should never be taken for granted, the unintentional harm caused by policymakers, and the need for improved travel infrastructure and policies.
You'll learn:
- The economic and social benefits of travel (including beyond the financial impact).
- The creation and impact of Brand USA in promoting international travel to the U.S.
- The importance of making travel easier and more accessible, including the development of the TSA PreCheck program.
- Strategies for the hospitality community to advocate for better travel experiences and policies.
Tune in to discover how you can contribute to the growth and improvement of the travel industry, ensuring a more connected and hospitable world for all.
- Learn more about the U.S. Travel Association
- Learn more about Geoff Freeman
- Follow Geoff on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How can we define quality and excellence in hospitality so that we can measure it and get better? I can't think of someone better qualified to answer this question than Stuart Grief, Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide - the only independent, global rating system for luxury hotels, restaurants, and spas.
In this episode, you'll learn how they approach the challenging problem of rating diverse hotels worldwide, the surprising methodology they use - and Stuart's insights on guest service, technology, and operational excellence gathered from a career of leading global hospitality businesses.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Join us as we dive into the inspiring story of Saira Hospitality, a nonprofit organization revolutionizing the way hospitality businesses engage with people and local communities to build careers and thrive together.
In this episode, we're talking with Harsha L'Acqua, Founder of Saira Hospitality, to explore the pivotal moments that sparked the creation of a new form of education, bridging the gap between underprivileged communities and the world of hospitality.
Listeners will learn about:
- The origin story of Saira Hospitality and Harsha's personal experiences that led to its inception.
- The challenges and triumphs of setting up a nonprofit aimed at training individuals from disadvantaged backgrounds for careers in hospitality.
- The innovative approach to hospitality education, including pop-up and permanent schools around the world.
- How Saira Hospitality collaborates with hospitality companies to provide not just skills, but confidence and job placements for graduates.
- The evolution of the organization's business model from a permanent school concept to a collective model funded by multiple hotels.
- Insights into the hospitality industry's talent acquisition challenges, especially in remote locations, and how Saira is addressing these issues.
- Harsha's perspective on hospitality education, the importance of practical skills over academic knowledge, and the creation of a curriculum based on industry needs.
- The distinction between service and servitude in hospitality, and how Saira is redefining this narrative to attract more people to the industry.
- The proactive strategies used by Saira Hospitality to showcase the industry's potential and to encourage individuals to consider a career in hospitality.
Whether you're a hospitality professional, an educator, or someone passionate about social impact, this episode offers a wealth of knowledge and inspiration. Discover how Saira Hospitality is not only changing the face of hospitality education but also empowering lives and communities through service.
Links:
- Follow Harsha on LinkedIn
- Learn more about Saira Hospitality
- Donate to Saira Hospitality
- Listen to our previous episode: Giving Tuesday Bonus: From Mother Teresa to Creating Opportunities Through Hospitality - Harsha L'Acqua, Saira Hospitality
- Listen to our previous episode: Working With The LeBron James Family Foundation and Saira Hospitality to Empower Communities - Kevin Osterhaus, Graduate Hotels
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we speak with Alastair Thomann, CEO of Generator and Freehand Hotels, about the innovative strategies that have propelled their properties to success in the competitive hospitality landscape. You're going to learn about:
- The unique positioning of Generator and Freehand brands in the market and how they cater to different age demographics with a focus on social experiences.
- The pivotal role of food and beverage in creating memorable guest experiences and driving significant non-room revenue.
- The importance of third-party partnerships in enhancing the quality and profitability of F&B offerings.
- Alastair's journey from traditional luxury hotels to leading a hostel brand and the financial opportunities he discovered in the hostel business model.
- The technological advancements and operational efficiencies that have streamlined Generator's services and enabled rapid expansion.
- The art of balancing a diverse range of guest offerings, from $25 beds to $1,000 suites, and the concept of room type optimization.
- The counterintuitive approach to digital nomads and maximizing revenue per square meter in public spaces.
- The concept of gamification in hospitality spaces to enhance guest engagement and increase profitability.
- Alastair's perspective on the future of hospitality and the lasting impact of the pandemic on travel values.
Whether you're a hospitality professional looking to innovate in your field or simply curious about the behind-the-scenes of a successful hospitality brand, this episode offers valuable insights into creating experiences that delight guests while maximizing returns for investors. Tune in for an inspiring look at the future of the industry through the lens of a visionary leader.
- Follow Alastair on LinkedIn
- Learn more about Generator
- Learn more about Freehand
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Join us on a fascinating journey with Ben Uyeda, an architect turned internet sensation, as he shares his unconventional path from academia to becoming a social media powerhouse with millions of followers.
In this episode, Ben dives deep into his transition from teaching sustainable design at Cornell to founding a successful architecture firm and a tech company that revolutionized home design distribution. Discover how Ben leveraged his design expertise and passion for content creation to build a unique brand in the hospitality industry.
Listeners will learn about the intricacies of developing a hotel brand that aligns with the modern traveler's desire for authentic, one-of-a-kind experiences. Ben discusses the challenges and strategies behind financing and constructing a hotel, the importance of nature in hospitality, and how to create a service model that resonates with today's guests. He also shares his innovative approach to hotel amenities, from crafting the perfect coffee experience to reimagining the hotel gym.
Tune in to gain insights into how Ben's creative vision and entrepreneurial spirit are setting the stage for a new era in hospitality, and how he's using social media to not only market his projects but to engage with his audience in a meaningful way.
Whether you're an aspiring entrepreneur, a design enthusiast, or just curious about the future of travel and hospitality, this episode is packed with inspiration and practical advice.
- Visit Ben's website
- Follow Ben on Instagram
- Follow Ben on YouTube
- Learn more about Reset
- Travel Weekly: Reset hotel brand will debut near Joshua Tree National Park
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Gilda Perez-Alvarado is the CEO of Orient Express and Group Chief Strategy Officer at Accor. In this episode, she shares career and leadership advice on everything from why you should learn about real estate to why being a global citizen is important to time management to lessons from parenting and creating more inclusive work environments.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Gilda Perez-Alvarado, CEO of Orient Express and Group Chief Strategy Officer at Accor, discusses her new roles and observations so far.
You'll learn about the process of managing a historic luxury brand such as Orient Express, the strategic vision behind Accor's diverse hospitality portfolio, and Gilda's approach to integrating sustainability and global perspectives into corporate strategy.
This episode offers valuable insights into modern hospitality management and strategic planning from one of the top leaders in our industry today.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Michelle Jensen Session is the co-owner of Kensington Investment Group, which owns and manages a mix of commercial and hotel properties. She's also the co-founder of Aquarius Hospitality Solutions, a strategic advisory firm for hospitality.
In this episode, Michelle teaches us about emotional awareness and how to navigate differences in personality types thoughtfully.
- Follow Michelle on LinkedIn
- Learn more about Aquarius Hospitality Solutions
- Follow Aquarius Hospitality Solutions on LinkedIn
- Follow Aquarius Hospitality Solutions on Facebook
- Follow Aquarius Hospitality Solutions on Instagram
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Have you ever thought about how a change of pace might change your experience of travel and hospitality? Join us as we dive into this today with Mollie Reese, who shares her journey from corporate burnout to discovering the soul of travel through unique, family-run accommodations.
In this episode, you'll learn about the importance of slow travel, the personal stories behind the people enabling this, and how they're reshaping the landscape of hospitality.
- Learn more about Stay in Good Company
- Listen to the Stay in Good Company Podcast on Spotify
- Follow Stay in Good Company on LinkedIn
- Follow Stay in Good Company on Instagram
- Follow Stay in Good Company on Facebook
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How can you use music to elevate your guest experience and set your brand apart? I can't think of someone better suited to answer that question than our guest today, Clay Bassford, founder of Bespoke Sound.
Clay and his team created the new sonic identity for Hospitality Daily that you hear on this show now, and he's helped countless other leading hospitality providers use music and sound to differentiate their brands and delight their guests.
In this episode, you'll get a behind-the-scenes look at how this process works and get inspired by what this could look like for you and how you provide hospitality.
- Follow Clay on LinkedIn
- Learn more about Bespoke Sound
- Follow Bespoke Sound on Spotify, and check out some of my favorite playlists:
- Influence Society House Sounds
- VOL 4: Set 2023 Rewind
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're learning from Seth Bolt, founder of Bolt Farm Treehouse and member of the band NEEDTOBREATHE.
Seth shares his insights on the importance of rest and how it is essential for high-output people to avoid burnout. He uses the analogy of changing tires in a race car to emphasize the need to stay fresh and sustain well-being. Seth's personal experience with burnout led him to create Bolt Farm Treehouse, a mountaintop wellness resort in Tennessee. Don't miss this inspiring conversation on rest, creativity, and hospitality.
- Learn more about Bolt Farm Treehouse
- See career opportunities at Bolt Farm Treehouse
- Follow Bolt Farm Treehouse on Instagram
- Follow Bolt Farm Treehouse on Facebook
- Listen to Bolt Farm Treehouse Head of Marketing and Brand Nathan Woods
Note from Bolt Farm Treehouse: If you know someone who would be a perfect addition to our team, refer them to us. If your referral results in a hire, you'll receive a generous cash reward. It's not just about the money – it's about being the bridge to someone's dream job at Bolt Farm Treehouse. Connect us with exceptional talent today and be rewarded for making a difference!
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What does it take to hire the best executive talent in hospitality today?
Joining us to answer this question today is Alison Harrigan, Senior Client Partner in the Hospitality & Leisure Practice at Korn Ferry - which is one of the top executive search firms in the world. She's an expert in the area of executive talent in hospitality and focuses on helping hotel brands, ownership and operating companies find and recruit C-Suite leaders. Over the last 9 years, Alison has placed over 200 executives for companies such as Accor, Autocamp, Auberge, IHG, Choice Hotels, Four Seasons and the list goes on.
If you want to learn what it takes to hire the best executive talent for your team, you'll want to hear this episode.
- Follow Alison on LinkedIn here
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
You love hospitality and want to build a project, but how do you actually get it done?
Stephen Galbreath, Chief Development Officer and Head of Construction for Garfield Public Private, has built a reputation for working with local governments to create win-win scenarios that gets projects done and benefits communities.
In this episode, you'll learn from Stephen about how they do this and how they develop creative financing strategies with local governments to stuff done.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
To learn about the world of hotel development today, we're joined by Hector Sanchez, CEO at Premier - an end-to-end architecture, design, procurement, project management, and development firm.
On top of his role leading Premier, Hector also serves as the Head of Hotel Development at Ashford, Inc - so he sees the hospitality industry from a lot of perspectives.
In this episode, you'll hear about Hector's transition from the oil & gas industry into hospitality, how hotel development works, the process for analyzing opportunities, and how Premier and Ashford have structured their business to provide their partners and clients with an advantage.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Buildings are the platforms we all provide hospitality from, but how much do you know about the built environment?
Joining us to help us learn more about this today is Kara Bartelt, who studied architecture at MIT and then earned her master's degree in architecture from Yale before eventually finding her way to the hospitality industry and working for Ace Hotel before her current role as the General Manager of The Hoxton, Downtown LA.
In this episode you'll learn how Kara got into architecture, what she learned about effective building and facilities management, and how all of this makes her a more effective hospitality leader today.
Links:
- Follow Kara on LinkedIn
- Learn more about The Hoxton, Downtown LA
- Listen to our other episodes on community
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Michelle Jensen Session discusses the importance of inclusive hospitality, starting with breakfast. She shares her experiences growing up in a multicultural family and how it shaped her perspective today. She emphasizes the need for hoteliers to understand and cater to their guests' diverse backgrounds and preferences to create meaningful, welcoming experiences.
Links:
- Follow Michelle on LinkedIn
- Learn more about Aquarius Hospitality Solutions
- Follow Aquarius Hospitality Solutions on LinkedIn
- Follow Aquarius Hospitality Solutions on Facebook
- Follow Aquarius Hospitality Solutions on Instagram
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
We talk a lot about art and culture on this show, so I wanted to bring on one of my neighbors today, Andrew Wasilewski who is cofounder of The Faight Collective - a space that’s become a quickly growing platform for art and music in San Francisco. I hope that by listening to Andrew you can be inspired to use your space as a catalyst for culture - wherever you are in the world.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What could it look like to work together to help an entire community become more hospitable and thrive together?
Today, we're hearing a case study in doing this well from Chuck Davison, President & CEO of Visit SLO CAL - who built a groundbreaking, comprehensive program that successfully empowered local businesses in hospitality and beyond to provide welcome guests and encourage more travel to their destination.
- Follow Chuck on LinkedIn
- Learn more about SLO CAL Welcome
- Visit the SLO CAL website
- Follow SLO CAL on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Few people are more iconic in the world of hospitality than Ian Schrager. Initially rising to fame as the co-owner and co-founder of Studio 54 in New York, Ian went on to found Morgans Hotel Group, then Public Hotels, then EDITION in partnership with Marriott.
In this episode, we're talking with Adam Wallace, CEO of Spherical, about what it was like to work with him. There are lessons here for all of us on marketing, opening hotels, and creating a remarkable guest experience.
Listen to our other episodes with Adam:
- The Hotel Culture I Experienced That Cared For People, Enabled Innovation & Earned Media Attention
- The Problem With Marriott and Hyatt
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What's going on in the world of hotel brands today? Joining us today to answer that question is Dorothy Dowling, Managing Director at Horwath and previously Chief Marketing Officer at BWH Hotel Group, where she oversaw the group's 18 brands during her 17 years in leadership roles there.
In this episode, you'll learn both the challenges and opportunities she's seen in the world of hotel brands - and where she would focus if she were starting a new brand from scratch today.
- Follow Dorothy on LinkedIn here
- Watch our entire conversation on YouTube here
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Within the hospitality ecosystem, there are a lot of ways you can build an interesting company - so what has the most opportunity? Bashar Wali is one of the most recognized names in hospitality because he's done it all - as a leading operator, investor, and hotel branding expert that 180,000 people follow on LinkedIn alone. In this episode, Bashar shares where he's focused today.
- Follow Bashar on LinkedIn
- Follow Bashar on Twitter
- Follow Bashar on Instagram
- Follow Bashar on Facebook
- Follow Bashar on Tiktok
- Visit Bashar's website
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Nathan Woods, Head of Marketing and Brand at Bolt Farm Treehouse, shares his journey from track and field events to consumer packaged goods to hospitality. He discusses how his experience in building customer connections and brand growth in his previous roles now fuels his innovative approach to hospitality. You'll learn how Nathan applies direct-to-consumer strategies to enhance guest experiences and drive growth at Bolt Farm Treehouse, a unique retreat that blends luxury with nature. This conversation offers valuable lessons on leveraging cross-industry insights and the importance of direct customer engagement in hospitality.
- Follow Nathan on LinkedIn
- Follow Nathan on X (Twitter)
- Learn more about Bolt Farm Treehouse
- Follow Bolt Farm Treehouse on Instagram
- Follow Bolt Farm Treehouse on Facebook
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're learning from Harsha L'Acqua, the founder of Saira Hospitality, about the power of giving and generosity.
Harsha shares how her upbringing and her father's work with Mother Teresa shaped her mindset around giving to others, and we discuss the importance of creating opportunities and equality in the world through hospitality today.
- Follow Harsha on LinkedIn
- Learn more about Saira Hospitality
- Learn more about "The Social Credit Card"
- Donate to Saira Hospitality
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
I'll never forget the first time I heard our guest today, Brigette Harenda, President of B&Co. It was about a decade ago, and she was at a conference recounting the story of creating the Iron Horse Hotel - which I found fascinating because she became a hotel owner almost by accident during the Great Financial Crisis of 2008 - and has created hit after hit in hospitality since then.
In this episode, you'll learn why you should care about branding, why it's much more than you might think it includes - and the process she uses to help hospitality providers create a brand and guest experience that stands out, creates loyalty, and inspires people to tell others - all of which, of course, helps your business thrive.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How can art and creativity transform travel and guest experiences? Teresa Muk, Head of Brand and Strategic Marketing at Swire Hotels, joins us to answer this question today.
Teresa joined us yesterday to discuss a recent activation they're doing across their hotels, and I wanted to bring her back on the show to talk more about this topic that presents an opportunity for all of us.
- Learn more about the 'Encounters Across Cultures' activation at The House Collective by Swire Hotels
- Listen to Teresa discuss this: Encounters Across Cultures: How We Combined Art, Technology & Travel - Teresa Muk, Swire Hotels
- Follow Teresa on LinkedIn
- Follow Teresa on Instagram
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
I love how art can enhance hospitality and the travel experience, and in this episode, Teresa Muk, Head of Brand and Strategic Marketing at Swire Hotels, explains the latest activation they've done at their luxury hotel collection, The House Collective.
The project we're discussing today is called 'Encounters Across Cultures', and it's being hosted in four cities: Hong Kong, Shanghai, Chengdu, and Beijing. It features artists using biometric data to create music and art that reflect each city's character. These installations will be displayed in The House Collective's hotels through early next year to showcase the blend of art, technology, and culture and celebrate the return of travel post-pandemic.
I found this quite impressive and think it will inspire you to think about how art can play a role in the way you provide hospitality.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Study after study is showing travelers today want nature-focused hospitality experiences, but how exactly do you design and create these? Joining us today to answer this question is Scott LaMont, CEO of EDSA, a firm that focuses on creating these around the world. In this episode, you'll hear about landscape architecture, something called "deconstructed hospitality" and how this can look through a case study of a project they did recently. There are lessons here for all of us about how to design exciting new experiences for our guests.
- Follow Scott on LinkedIn
- Learn more about EDSA
- Learn more about Naviva, a Four Seasons resort
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Tracy Prigmore is a hotel owner, operator, and developer. You may know her from She Has a Deal - which includes a pitch competition but is much more.
In this episode, you’ll hear about Tracy's recent conversations with hospitality leaders, the importance of fostering mentor relationships, overcoming barriers in the industry, taking calculated risks, the power of peer learning, and the importance of financial literacy.
From her personal story to her work today, Tracy will get you fired up by what can happen when we work together in hospitality.
- Follow Tracy on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
If you’ve created a great hospitality business, you should make as much money as you can because that will fund everything else you do - from designing and delivering a great guest experience to paying your teams well to allowing you to expand and serve more people.
To help you understand some of the opportunities here, we’re going to learn from Thibault Catala, who started his career in revenue management at companies such as Four Seasons and IHG before moving into investment management and advisory work as the co-founder and Chief Operating Officer of Vertell Asset Management.
In this episode, you’re going to learn about the opportunity in revenue management and strategy today, the role of operations in hospitality, optimizing your tech stack, the surprising northstar metric to track for high performance - and much more.
- Follow Thibault on LinkedIn
- Learn more about Catala Consulting
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
My parents work in ministry, and I grew up in a home where I always saw them giving to others. Something I've been thinking a lot about recently is how to take care of the people in our world who take care of others. It turns out there was someone in the Hospitality Daily community, Nathan LaGrange, who cares deeply about this.
Nathan is the Executive Director of Oasis Rest International, and he and I had the chance to connect recently to discuss this and what he's doing at Oasis. In this episode, you'll hear more about this - and what he's learned about taking care of the people who take of others in our world.
- Connect with Nathan on LinkedIn
- Learn more about Oasis Rest International
- Watch our conversation on YouTube for bonus content on this topic
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
A lot of the most creative elements of hospitality have been damaged by those who don’t recognize the value of branding and providing distinctive hospitality - but this actually might create an opportunity for you.
In this episode, Spherical Founder and CEO Adam Wallace explains what he has seen over the past few decades working with some of the most innovative hotel brands and the opportunity he sees for all of us to stand out, be different, and succeed today.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How can hotels provide unique, reliable experiences to more people while remaining profitable?
Joining us today to answer that question is Rami Zeidan. Rami drew from his experience in investment banking and hotel development at companies such as Deutsche Bank, Starwood Capital Group, and Sydell Group to found Life House in 2017 after spotting an opportunity that many hospitality entrepreneurs were missing - and that was to empower hotel owners to run profitable independent hotels through technology and streamlined operations.
A lot of people talk about this, but few execute this in as comprehensive way as Rami and his teams do - and in this episode, you’ll see this as we cover everything from his personal motivation to start the company to the role of real estate in hospitality to thinking as a “product designer” to the opportunity he sees to make transformative hospitality accessible to more people.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Can hotels be more than just a place to stay? Can hospitality become a driving force for the renewal of places and catalysts for community engagement? Join us as we explore this with Kara Bartelt, General Manager at The Hoxton, Downtown LA.
In this conversation, you'll hear what it looks like to provide hospitality and contribute to revitalization on many different levels. You'll learn about the power of adaptive reuse of historic buildings and how projects like these are reshaping places like downtown Los Angeles and benefiting local economies and cultures.
Kara invests a lot of time into thinking about and acting as a catalyst for change in this area, and you'll learn a lot about the potential here for all of us.
Links:
- Follow Kara on LinkedIn
- Learn more about The Hoxton, Downtown LA
- Listen to our other episodes on community
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Richard Fertig is the Founder and Chief Investment Officer of Stomp Capital and in this episode, shares the lesson that billionaire investor Steve Schwarzman shared with him when he was the first person recruited into Blackstone's Alternative Asset Management group early in his career.
You'll hear what's going on in the investment landscape today, thoughts on mitigating risk and identifying opportunities, stories of anticipating market trends and creating value in investments, as well as what might be ahead for the hospitality industry.
This show is not investment advice, and in full disclosure, I'm an investor in Stomp Capital's fund, but I've learned so much from Richard over the years and think you'll find his observations insightful wherever you are in the hospitality ecosystem.
Links:
- Follow Richard on LinkedIn
- Learn more about Stomp Capital
- Visit Richard's YouTube channel
- Read: How a former globe-trotting hedge fund manager now provides bespoke hospitality
- Listen: Sparking Creativity through Travel: The Power of Inspiration
- Listen: What I Learned Traveling Europe
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Rachel Humphrey, founder of the Women in Hospitality Leadership Alliance and principal at DEI Advisors, delves into her diverse career journey, from being a trial lawyer to transitioning to the hospitality industry.
You'll learn about the importance of collaboration among mission-driven organizations in hospitality, how alliances can amplify efforts and achieve greater results, and the power of diversity in creating representative leadership within hospitality today.
- Learn more about the Women in Hospitality Leadership Alliance
- Follow Rachel on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Lots of hospitality providers talk about serving their community, but few go as far as the organizations we're going to be talking about today: Saira Hospitality, the LeBron James Family Foundation, and Graduate Hotels.
In this episode, you'll hear from Graduate Hotels president Kevin Osterhaus about a project they did together and the opportunity it shows.
- Listen to our other episode with Kevin: Investing in Education: The Graduate Academy Program
- Listen to more of our episodes on community here
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How does Palisociety, the rapidly growing lifestyle hospitality company, create a distinctive and inviting experience for its guests?
This episode with Jorgan von Stiening, President of Palisociety, delves into the company's journey from its inception, including its "proprietor-driven" approach that reflects the taste and style of its founder and CEO, Avi Brosh.
In this episode, you will learn about the company's focus on small, neighborhood-centric hotels, attention to detail in design and guest experience, and strategies for creating a non-pretentious yet sophisticated and welcoming environment, which has been a key to their success.
Disclosure: Palisociety hosted me in Los Angeles for one night to research and create this story
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
We met Amy Salvago earlier this year when she explained the "Wellness Wednesday" program they have at the Cameo Beverly Hills, a Remington Hotels property.
I recently went back to the hotel to meet with Amy and her team, and in this episode, you'll hear a bit more about this program and what the impact has been. I think you'll be as inspired as I was by what providing something like this could do for your teams.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Booking.com is one of the most powerful companies in hospitality today, and the story of how it got started and grew has lessons for all of us - wherever we are in the hospitality and travel ecosystem.
Lou Zameryka was an early employee and eventual Director of Global Accounts for the company, where he led the efforts to engage with the world's biggest hotel brands.
In this episode, he shares the fascinating story of Booking's growth and evolution. You'll hear about the company's origins and learn how it capitalized on the opportunity it saw and navigated the challenges of rapid growth. Lou shares his experiences from the early decisions that shaped Booking's path to developing its distinctive culture of experimentation and data-centric decision-making. You'll hear about the importance of identifying and leveraging tailwinds in business, creating win-win situations in negotiations, and fostering a productive and innovative company culture.
This episode provides a behind-the-scenes look at this success story and offers valuable lessons in strategy, relationship building, and leadership that can be applied across any hospitality business.
- Listen to Lou on the DEI Advisors Podcast
- Listen to Lou on the Travel Leader Podcast
- Listen to our other episode with Lou: Unlocking Human Potential: The Power of "Healthspan" in Hospitality
- Follow Lou here on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Would you like to set up your new team members for success from the very start? In this episode, Joanna Dodaro Johansen, head of people experience for citizenM hotels in the US, explains how she thinks about this and does this with her teams.
- Follow Joanna on LinkedIn
- Learn more about citizenM hotels careers
- Listen to our other episode with Joanna: Leading People Experience at citizenM Hotels
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Today, we're learning from Bill Walshe, the former CEO of Viceroy Hotel Group, who today is helping others in hospitality as a board member, strategic advisor, and keynote speaker. In this episode, you'll learn about the word that defines luxury and hospitality for people today...and the three factors that will affect the success of any hospitality experience today.
- Follow Bill on LinkedIn
- Visit Bill's website
- Watch Bill's Ted talk: A Roadmap of Pride
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're learning from Matt Mering, the Executive Vice President of Hospitality at Waterton. Matt shares the origins and development of Outbound Hotels, a nature and adventure-focused lifestyle portfolio. We explore the investment opportunities in the hospitality industry and how Waterton's experience in multifamily real estate has positioned them well to invest in hospitality. Tune in to learn more about the intersection of investment and outdoor-focused hospitality and travel.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Kevin Osterhaus, the President of Graduate Hotels, explains the Graduate Academy program, a best-in-class offering that allows team members to pursue undergraduate degrees paid for by Graduate Hotels.
Kevin shares examples of team members pursuing university certifications related to their roles within the organization, highlighting the company's commitment to employee education. Tune in to learn about the investments Graduate Hotels has made in education and the positive impact it has had on both people and the business.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Joanna Dodaro Johansen, head of people experience for citizenM hotels in the US, shares how they create a great employee experience at one of the most innovative hotel brands in the world.
Joanna discusses their approach to recruiting, hiring, and daily practices that encourage a culture of celebrating individuality. She emphasizes the importance of employee experience in shaping the guest experience and the success of the business.
- Watch the video: Let your talents travel
- Follow Joanna on LinkedIn
- Learn more about citizenM hotels careers
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Anthony Melchiorri discusses the state of the hotel industry and the interconnected relationships between owners, real estate investors, brands, and management companies. He emphasizes the challenges faced by the industry, such as rising costs and the importance of working together, along with the need to balance profit-making with preserving the soul of the industry. Anthony highlights the significance of strong relationships between these stakeholders and the impact they will have on the future of the industry. Finally, he addresses the absence of senior leadership in the brands and the changes needed in the ecosystem. Listen to gain insights on the current state and potential future of the hotel industry!
- Learn more about Anthony
- Learn more about Anthony's book, Show Up
- Follow Anthony on LinkedIn
- Follow Anthony on YouTube
- Listen to Anthony's podcast with Glenn Haussman, No Vacancy
Thanks to Willis and the team at The Algonquin Hotel for hosting us for this conversation.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're learning from Mint House CEO Christian Lee about the story behind their tech-forward hospitality company, whose board and investors include former chief executives from Four Seasons, Disney, Club Med, Starwood Hotels, St. Regis Hotels, JBG Smith, and Travelocity.
Christian shares his unique global perspective and how it has shaped his career in hospitality. You'll hear what sets Mint House apart, the trends they are tracking, and the creative approaches they are taking to build their brand.
If you're interested in hospitality trends, business strategy, or innovative approaches to building a new brand, this is a must-listen episode.
Disclosure: Mint House hosted me in New York for one night as I created this story
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
If you care about hospitality, why should you care about finance and Wall Street?
To answer that question, I went to Wall Street in New York and met with Trica Jean-Baptiste, Founder and CEO of Morgensheer Hospitality, who has a fascinating career that started in hospitality, PR, and media and has evolved into her current work as a capital connector - someone at the heart of the investment world in hospitality today.
In this conversation, you'll learn about how Trica built and evolved her career in hospitality, and we also talk about the world of finance in hospitality and why all of us should learn about it.
- Learn more about Morgensheer Hospitality
- Follow Trica on LinkedIn
- Buy Trica's book: Operation Reset: A Guide to Reinvent Your Career in Any Economy
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Tanner Cummings is creating a "deconstructed resort" based on an old Celtic concept of "thin places" - the notion of heaven meeting earth.
In this episode, you'll learn how he and his wife Melissa drew from their background of ministry and caring for others into the opportunity they had to create a radically different kind of hospitality business in northern Georgia. You'll learn how they also draw from their career experiences in technology and e-commerce to build this business, how they think about design, and what's been helpful from a personal development standpoint.
- Learn more about the Thin Spaces Hotel Company
- Learn about the Cypress Micro Resort
- Follow the Cypress Resort on Instagram
- Follow Tanner on Instagram
- Follow Tanner on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Fernando Vives is the Chief Commercial Officer of NH Hotel Group, and one of the biggest takeaways I had from our conversation is the need to never stop learning. In this episode, you'll learn why he encourages us to live with a learner's mindset and stay curious to succeed in hospitality today.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Everyone wants to be innovative, create something remarkable, and provide memorable hospitality - but what does that take....really?
Getting to know our guest today, Adam Wallace, over the past 15 years has shown me the answer to that question is culture.
Early in his career, Adam worked at his family's hotel in New York, getting national media coverage for the innovative community building they were doing - and today runs Spherical, a hotel marketing agency with a client roster that's a who's who of the most exciting brands in hospitality today.
In this episode, you'll learn about the hotel that was far ahead of the curve on innovation in hospitality - but more importantly, what was behind all that innovation and the lessons about providing hospitality that are timeless and applicable to your work today.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Are you looking to attract more travelers to book a stay with you and enhance their experience when they do? If so, you'll love this episode because we're learning from Gina Lambright, VP of Marketing at Sojern, a SaaS-based travel marketing platform powered by AI and machine learning.
Gina shares insights on how hospitality providers can use data to drive direct bookings, increase campaign ROI, and build long-term loyalty. You'll learn about the importance of owning and managing data well, the benefits of personalized marketing, and how Sojern is working with clients to drive results.
- Follow Gina on LinkedIn
- Learn more about Sojern
- Download the report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Populus is going to be the first carbon-positive hotel in America when it opens in Denver in 2024, which basically means it leaves the planet in a better place than before it existed because it's removing carbon dioxide (C02) emissions from the air.
In this episode, we’re going behind the scenes with the developer of the incredible project, Jon Buerge of Urban Villages, to hear all about how it got started and the opportunity it presents for all of us in hospitality.
- Follow Jon on LinkedIn
- Learn more about Urban Villages
- Learn more about the Populus from Studio Gang and dezeen
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Melissa Maher helped build Expedia over 20 years into one of the biggest companies in the world as its Chief Marketing Officer. In this episode, you'll hear the career and leadership lessons she learned through that experience - as well as how she planned and navigated her transition into the work she's doing today.
- Watch Melissa's interview with DEI Advisors on her career journey
- Follow Melissa on LinkedIn
- Learn more about Pinnacle Enterprises Group
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Stefan Merriweather is Head of Creative for The LINE hotels, and today, we're learning from him about everything from developing new projects to collaborating with artists to empowering team members.
After listening to this episode, you're going to be inspired to use art, design, and creativity as a powerful way to delight your guests and grow your hospitality business.
- Follow Stefan on LinkedIn
- Follow Stefan on Instagram
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Whether you're still working on your budgets for the year ahead or have those all done, our guest today has advice for what it will take to succeed over the year ahead. Bill Walshe is the former CEO of Viceroy Hotel Group, and today, he's helping others in hospitality as a board member, strategic advisor, and keynote speaker. In this episode, you'll learn the two titles Bill wants you to have - as well as how you need to think about balancing bold pricing with generosity.
- Follow Bill on LinkedIn
- Visit Bill's website
- Watch Bill's Ted talk: A Roadmap of Pride
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we delve into the transformative hospitality and strong convictions of Jeff Stanford, co-owner (with his wife Joan) of the Stanford Inn in Mendocino, California. They are not just passionate about providing a great guest experience; they're committed to promoting plant-based eating, local travel, and a connection with nature. Join us as we explore how the Stanfords are using their inn as a tool to inspire positive change in the world.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Lou Zameryka discusses his transition from being an early leader at Booking.com and building that business to focusing now on health, wellness, and longevity. You'll hear about the importance of health and wellness in unleashing human potential, along with insights on how you can lead a healthier and more fulfilling lifestyle. But it doesn't stop there - stay tuned to learn the concept of "healthspan" - and the unique opportunity hospitality providers have in moving wellness from a vague buzzword into enabling real transformation.
Follow Lou here on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Anthony Melchiorri started his hospitality career working at an Embassy Suites in Kansas and then worked his way up to becoming one of the most successful hotel general managers in New York City.
Throughout that journey, he discovered some practical things that allowed him to show up for himself and for the hotels and people he served. Then in 2012, he landed a deal with the Travel Channel that led to him hosting nine seasons of the hit show, Hotel Impossible, where he gave millions of people a front-row seat to what it takes to turn around struggling hospitality businesses.
Anthony drew from those experiences to write his recent best-selling book, Show Up: The Five Steps to Getting Out of Your Own Way, which I found to be so compelling that I flew from California to New York to sit down with him to discuss what he's learned about leadership and success in hospitality and beyond.
- Learn more about Anthony
- Learn more about Anthony's book, Show Up
- Follow Anthony on LinkedIn
- Follow Anthony on YouTube
- Listen to Anthony's podcast with Glenn Haussman, No Vacancy
Big thanks to Willis and the team at The Algonquin Hotel for hosting us for this conversation!
And thanks to our sponsors who help make Hospitality Daily possible:
- Actabl - a suite of business intelligence, labor management, and hotel operations management software
- Hireology - the platform that can help you attract better-quality talent, fill open roles faster, and make data-driven hiring decisions
- Sojern - the #1 travel marketing platform
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
A new opening sets the tone for a hotel's success for years to come - so what does it take to do it right?
I can't think of someone better to answer this question than Jorge Treviño, who, in his first role dedicated to this, opened up 44 hotels for Kimpton - before opening countless others as executive vice president at Two Roads Hospitality, and his most recent role as Senior Vice President of Openings and Operations for Hyatt.
In this episode, we cover everything from what's at stake during the opening to what he learned about opening hotels for Bill Kimpton to best practices anyone can use during this process. Even if you're not opening a new property now, I learned a ton about providing hospitality well in this episode that I think you'll enjoy.
- Follow Jorge on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Melissa Maher, Founder and CEO of Pinnacle Enterprises Group, shares her insights on what it takes to be a successful leader today - drawing from her experience as Expedia's former Chief Marketing Officer.
- Follow Melissa on LinkedIn
- Learn more about Pinnacle Enterprises Group
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Fernando Vives, Chief Commercial Officer at NH Hotel Group, discusses the evolution of revenue management from the earliest days to the opportunity today, something he calls "bionic revenue strategy" - which is all about combining the best of human intuition with the power of artificial intelligence.
Listen to learn how this approach is revolutionizing pricing strategy in hospitality and increasing customer satisfaction by creating a more personalized guest experience.
- Follow Fernando on LinkedIn
- Learn more about NH Hotel Group
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we're learning from Ira Vouk, a former hotel operator and technology company founder turned industry advisor and educator.
Ira's viral illustration of the hotel tech stack gained widespread attention recently, and today she breaks down the key components and their connections - as well as gives her advice for shopping for technology and where technology is headed.
- See Ira's illustration of the hotel tech stack here
- Follow Ira on LinkedIn
- Visit Ira's website
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Zach Busekrus has one of the best hospitality podcasts I've come across: Behind the Stays. As its name suggests, he gets the backstory of some of the coolest people in hospitality and does a deep dive into how they built what they built.
That's why I was thrilled and honored when he reached out and asked to do a story on Hospitality Daily - the inside story of everything that led up to it, the opportunity I see here for all of us, and where we're going.
I've never shared this much detail on all the stuff behind the scenes. Zach graciously allowed me to share our conversation here on the Hospitality Daily Podcast in this episode. Enjoy!
- Listen to the original episode on Behind The Stays
- Learn more about Behind The Stays
- Visit the Behind The Stays YouTube channel
- Follow Zach Busekrus on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Margaret Lefton, Creative Director at Yours Truly, shares the importance of deep, meaningful conversations - a foundation of hospitality - and how you can create environments that are conducive to this.
- Follow Margaret on LinkedIn
- Listen to our other episodes with Margaret:
- How We Turned Our Hotel Into a Community Hotspot
- How I Stay Creative And Fight Burnout
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How can you turn your hotel into a community hub that drives business from both locals and people visiting your city?
In this episode, you'll hear from Margaret Lefton, Creative Director at Yours Truly, a hotel in Washington, DC, about the practical ways they did this.
- Follow Yours Truly on Instagram
- Follow Margaret on LinkedIn
- Listen to our other episode with Margaret: How I Stay Creative And Fight Burnout
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Eli Sokol, Vice President of Development and Investment at citizenM Hotels, shares the unique business model of citizenM and how they maintain momentum while staying innovative.
From their "asset-heavy" approach to working with companies like Meta, to technology and urbanism, Eli shares insights on what growth in hospitality can look like in a rapidly changing world.
- Follow Eli on LinkedIn
- Learn more about citizenM
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we learn from Michelle Duffy, the general manager of the Best Western Novato Oaks Inn.
Michelle shares her secrets to winning the prestigious M.K. Guertin Award 14 years in a row, making her hotel the only Best Western out of over 2,000 to achieve this feat. Learn how Michelle's strategies and dedication have led to exceptional guest satisfaction ratings, employee retention, and business success.
- Follow Michelle on LinkedIn
- Learn more about Best Western Novato Oaks Inn
- Learn more about Reneson Hotels (the owner/operator of the Best Western Novato Oaks Inn)
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Dr. William Murray, an associate professor in the School of Hospitality, Food, and Tourism at the University of Guelph, shares his experience as a "Thinker in Residence" for one of Canada's most innovative hotel brands. We hear his observations and insights on culture, service, and providing remarkable hospitality.
- About William (0:59)
- The "Thinker in Residence" program (2:47)
- Access that enables this (5:21)
- What he is hearing and learning (8:35)
- How to study culture (17:06)
If you'd like to hear more from William:
- Listen to his podcast
- Follow him on LinkedIn
Listen to our other episodes on culture here.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
A little while back, Netflix ran a competition to improve its algorithms — the technology that suggests new movies and TV shows it thinks you'll like. Everyone expected the top data scientists to dominate the Netflix challenge. But they didn't...
In this episode, we learn from Michel Jensen Session about the surprising lessons behind the Netflix challenge, the importance of diversity, understanding cultural differences, and the significance of conversations for successful leadership in hospitality.
Michelle brings a wealth of strategic planning, leadership, and stakeholder engagement expertise. If you're inspired by our discussion and see potential synergies, Michelle welcomes you to connect on LinkedIn and explore collaborative opportunities.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we learn from Stacia Harvey-Randall, the Director of Human Resources at the Whitley Hotel (an HEI Hotels property) and the co-founder of Black Women in Hospitality.
Stacia empowers those around her by helping them see opportunities in hospitality and overcome barriers. We discuss self-care and mental health in hospitality and the importance of this in leadership.
- Follow Stacia on LinkedIn
- Learn more about Black Women in Hospitality
- Follow Black Women in Hospitality on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we learn from two hospitality leaders, Eleanor Erickson and Phil Cordell, about the importance of culture in creating a thriving hospitality business and how they did that at Hampton Inn - a Hilton brand.
Eleanor, a former general manager with Hampton Inn, shares her career journey early in the discussion, and then Phil - Hilton's global head of lifestyle brands and new brand development - joins the conversation to discuss the key elements of creating a culture that drives business success.
This episode is a masterclass in building a strong hospitality culture filled with insightful advice and plenty of laughter. Tune in and get inspired to empower your people and achieve your goals in the hospitality industry.
- Follow Phil on LinkedIn
- Follow Eleanor on LinkedIn
- Visit Eleanor's website
- Listen to our other episodes with Eleanor
- Listen to our other episodes on people and culture
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Calvin Tilokee has fascinated me for years. He's been named a top influencer in hospitality, the mastermind behind the Instagram comedy account @revparblems, followed by tens of thousands of people who enjoy the memes and hilarious videos he creates that often go viral.
But that's just one side of his life. Calvin is also an experienced revenue leader for hospitality companies in major markets like New York and just recently cofounded a new strategic advisory firm, Lighthouse.
In this episode, you'll learn about the challenge he saw that led him to start this company - and some eye-opening insights about what might be holding your company back from providing the innovative hospitality it could be.
- Follow Calvin on LinkedIn
- Learn more about Lighthouse
- Ally of the Month: Calvin Tilokee (hertelier)
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Lark Hotels is an award-winning boutique hotel management and development company, and in this episode, we hear from their founders - partners in life and in business - Meg Kennedy and Rob Blood - about their fascinating story of getting started in hospitality, the career opportunities this industry provides, expressing creativity through hospitality - and much more.
- Follow Meg on LinkedIn
- Follow Rob on LinkedIn
- Lark Hotels website
- Follow Lark Hotels on Instagram
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Do you want to attract talented people, and not only keep them in your organization but keep them happy and effective in delighting your guests and customers?
Our guest today, Bill Walshe, is a global hospitality leader and the former CEO of The Viceroy Hotel Group. Today, he’s helping others in hospitality as a board member and strategic advisor - and in this episode, you’ll learn why belonging is the key to success today, and how you can transform your culture to create an environment where everyone feels like they can truly belong.
- Follow Bill on LinkedIn
- Visit Bill's website
- Watch Bill's Ted talk: A Roadmap of Pride
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Are you looking to exceed your guests' expectations and create unforgettable experiences through hospitality? What if you could do this in a way that not only improves the lives of the people you’re serving but makes your own life better and creates opportunities for you and those working with you?
If you want to know the answers to these questions, stick around, because today we’re getting a masterclass from Josh Liebman on what he calls “The Hospitality Mentality” - which is also the name of his book that is coming out soon.
Josh is a seasoned hospitality professional with a background that includes working for renowned theme parks such as Disney and Universal, as well as consulting for many of the world's leading hospitality brands, including Ritz Carlton, Four Seasons, Waldorf Astoria, and many more.
In this episode, we dive into what the Hospitality Mentality means, including practical strategies for anticipating guest needs, personalizing guest experiences, turning complaints and criticism into opportunities for growth - and how to maintain your energy and enthusiasm through it all. If you're ready to take your hospitality business and career to the next level, you’re going to love this.
- Learn more about The Hospitality Mentality
- Order The Hospitality Mentality on Amazon
- Follow Josh on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Michael Pace is the general manager of the iconic InterContinental Mark Hopkins Hotel in San Francisco. In this episode, you'll learn about what he calls "passion-driven management."
- Follow Michael on LinkedIn
- Learn more about the InterContinental Mark Hopkins
Listen to our other episodes with Michael:
- Engaging The Next Generation of Hospitality Talent
- Immerse In Brand History and Culture To Guide It Forward
- From Porsches to Bee Colonies: Partnerships for Sustainability and Fun
- Earth Day special with Michael Pace: Creating "EarthCare" at Kimpton Hotels (and lessons in scaling sustainability)
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Zoku Director of Concept and Brand, Veerle Donders, shares her definition of culture - and how it can be shaped through stories.
- Listen to our other episodes with Veerle
- Follow Veerle on LinkedIn
- Learn more about Zoku
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In our recent episode with Mariana Safer and Sara O'Brien, something that came up was "energy management" for ourselves. This is so important to our work as hospitality providers that I wanted to share it with you as a separate episode. Listen in to learn what this means for you - and the people you lead.
- Follow Mariana on LinkedIn
- Follow Sara on LinkedIn
- Visit Sara's website
- Listen to Sara's podcast: Lead Easy
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
You've probably heard of YouTube houses or TikTok houses where social media creators live together and create together - but could this work in hospitality?
In this episode, we hear from Sébastien Felix, founder and CEO of Influence Society, a marketing agency that helps some of the world's best hotels and resorts with digital strategy - about something he's organizing next week that he's calling "Influence House." Hear what this is - and the power of getting together to create and innovate.
- Follow Sebastien on LinkedIn
- Visit the Influence Society website
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, Carl Oldsberg, CEO of eBerry by Strawberry, discusses the remarkable story of how Nordic Choice Hotels underwent a major rebranding to position itself to expand the way they provide hospitality far beyond the hundreds of hotels, restaurants, and spas they have.
Facing the challenges brought on by the crisis, the company initiated a strategy process involving a hundred employees to look beyond the pandemic and strengthen their business model. The rebranding not only created engagement and energy within the company but also opened up new ways to serve their guests and unlock new revenue streams. Listen now to hear all about what they learned, how they did this, and what the results have been so far.
If you like this episode, check out "How we are providing hospitality outside the walls of our hotels" with their VP of Strategic Growth, Christian Lundén.
- Follow Carl on LinkedIn
- Visit the Strawberry website
- Learn more about the rebrand here
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What if marketing is more than just advertising - and it's a chance to learn, try new things, and ultimately succeed as a hospitality provider?
Today, we're learning from Sam Trotter, head of digital marketing at The Indigo Road Hospitality Group about the big opportunity with marketing that applies even if you don't work in this area!
- Follow Sam on LinkedIn
- Follow Sam on Instagram
- Follow Sam on Facebook
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Could you benefit by getting a little more emotional? In this episode, we're learning from Sébastien Felix, an expert hospitality marketer and the Founder & CEO of Influence Society, which helps some of the best luxury hotels and resorts in Europe and beyond create better advertising and marketing strategies.
I had the chance to experience what this felt like as a guest this summer by visiting some of the hotels that are clients of Sébastien's and since he was in San Francisco this week, we met up to discuss the opportunity all hospitality providers have to become more emotional in how we create and communicate the experiences we provide.
- Follow Sebastien on LinkedIn
- Visit the Influence Society website
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Why does marketing matter in hospitality today? In this episode, we're learning from Fernando Vives, Chief Commercial Officer at NH Hotel Group, about the role of marketing in providing hospitality - and the type of marketing he thinks too many are overlooking right now.
- Follow Fernando on LinkedIn
- Learn more about NH Hotel Group
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What do we get wrong when we try to earn guest loyalty today? In this episode, Bashar Wali shares what he's seeing and what you can do as a result.
- Follow Bashar on LinkedIn
- Follow Bashar on Twitter
- Follow Bashar on Instagram
- Follow Bashar on Facebook
- Follow Bashar on Tiktok
- Visit Bashar's website
Listen to our other episodes with Bashar:
- Reinventing the Art of Hospitality
- Why People Are The Key To Staying Inspired
- Culture Enables The Best Type of Hospitality To Spread
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Would you like more media coverage? In this episode, we're getting a PR masterclass from CJ Arlotta on how you can work with journalists to get coverage for your hospitality business.
- Follow CJ on LinkedIn
- Visit CJ Media Solutions website
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Do you want to be a more confident, effective leader? In this episode, Mariana Safer and Sara O'Brien share what they've found effective in their career journeys. You'll learn how to become great at leading others by leading yourself first.
- Follow Mariana on LinkedIn
- Follow Sara on LinkedIn
- Visit Sara's website
- Listen to Sara's podcast: Lead Easy
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
I'm hosting an event this Friday at Manny's in San Francisco with Ali Wunderman!
Click here to learn more and register.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Are you listening to this exhausted, burned-out, and wondering how to best recharge?
In this episode, you'll hear from Margaret Lefton, Creative Director at Yours Truly, a hotel in Washington, DC, about how she's been thinking about this and what she's found useful for staying energized and creative.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
The role of the concierge represents many of the best parts of hospitality - but what would happen if the entire hotel staff acted as one? Today we're learning from the owners of a property they call a "concierge hotel" - Kathleen Smith and Amy Smith - about why they operate the Saratoga Arms Hotel this way and what it allows them to do.
- Learn more about the Saratoga Arms Hotel
- Follow the Saratoga Arms Hotel on Facebook
- Follow the Saratoga Arms Hotel on Instagram
- Follow the Saratoga Arms Hotel on Twitter
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What does it mean to provide hospitality in the age of AI? In this special sponsor bonus episode, Adam Harris, CEO of Cloudbeds - a company that has been using AI in its technology for years - explains the opportunity he sees for all of us.
- Follow Adam on LinkedIn
- Learn more about Cloudbeds
- Register for the (free) Passport conference
- Listen to The Turndown Podcast
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
What does it take to design a new hospitality brand or concept from scratch? Today we're learning from Bashar Wali, one of the most recognized names in hospitality because he's done it all - as a leading operator, investor, and hotel branding expert that 180,000 people follow on LinkedIn alone. In this episode, you'll learn where he starts, who he's thinking about, the role of real estate, and more.
- Follow Bashar on LinkedIn
- Follow Bashar on Twitter
- Follow Bashar on Instagram
- Follow Bashar on Facebook
- Follow Bashar on Tiktok
- Visit Bashar's website
Listen to our other episodes with Bashar:
- Reinventing the Art of Hospitality
- Why People Are The Key To Staying Inspired
- Culture Enables The Best Type of Hospitality To Spread
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
We first heard about The Eddy Taproom & Hotel from Tom Luersen, President of Coraltree Hospitality in the episode "Embedding Your Brand In The Community," and today we're doing a deep dive into how they do this in Golden, Colorado by speaking with The Eddy's General Manager, Chris Luersen.
We cover:
- Background on The Eddy [0:27]
- What we miss when we look at metro areas as one monolith [4:29]
- A gathering place for the community [5:31]
- Just a marketing thing? [7:32]
- Hosting life moments [8:00]
- Communication drives experience [11:00]
- Participating as a community member [12:33]
- How to get started [14:01]
- Business benefits [15:53]
- Staying fresh and relevant [17:49]
If you liked this, you may also enjoy some of our other community episodes:
- Revitalizing Historic Hotels - Sherry Villanueva, Acme Hospitality
- Culinary-Forward Luxury Hospitality - Ed Skapinok, Appellation
- Boundless Hospitality: Finding Motivation by Engaging The Community - Rachel Vandenburg
- Creating opportunity and community impact - Christopher B. Randall, 21c Museum Hotel St. Louis
- Community is a verb - Veerle Donders, Zoku
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In this episode, we hear from Jen Barnwell, President at Curator Hotel and Resort Collection, about why and how they did a big reposition and relaunch of their website to lead with experiences.
We cover:
- Jen's journey to independent hospitality [0:56]
- Why double down on experiences? [3:11]
- Challenges hotels face in providing experiences [5:25]
- The opportunity to reframe the travel buying process [8:39]
- How they decided what to offer [12:43]
- What data points Jen and her team are watching to guide the program forward [15:12]
- Marketing and social media benefits [18:40]
Links:
- Follow Jen on LinkedIn
- Visit the Curator Hotel website
- Follow Curator on LinkedIn
- Follow Curator on Facebook
- Follow Curator on Instagram
- Follow Curator on Twitter
More episodes on experience you may enjoy:
- Lessons from Lamborghini: “The Only” Approach to Experience Design - Victoria Taylor
- Experience Above All - Philippe Zrihen, Ennismore
- My journey to leading experience design - Sara Osias, Auberge Resorts
- Infusing culture into experiences to create memories - Samantha Hardcastle
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Could select service hotels be an underrated opportunity in hospitality today? In this episode, Mission Hill Hospitality CEO Greg Kennealey makes the case for select service hotels both as a way of providing hospitality and as an investment.
We cover:
- How Greg became interested in select service hotels [0:47]
- How to create a better guest experience and add value to your investments [2:30]
- Renovating hotels [4:00]
- A people-first approach [6:15]
- Opportunities for hotel brands [8:04]
- How Mission Hill is acquiring hotels now [11:14]
Links:
- Follow Greg on LinkedIn
- Learn more about Mission Hill Hospitality
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
"Think like an owner!" I’m sure you’ve heard that phrase before - and maybe even used it yourself. It’s a powerful guiding principle - but in practice, it’s hard to make others feel unless they actually have an ownership stake. In this episode, you’ll hear how Mission Hill Hospitality CEO Greg Kennealey does this at his investment firm.
- Follow Greg on LinkedIn
- Learn more about Mission Hill Hospitality
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How do you balance optimism and realism as a hospitality provider - both leading a company and as you think about your own career?
I had the chance to catchup with Mission Hill Hospitality CEO Greg Kennealey to talk about this - and what else he saw at the Lodging Conference this week.
- Follow Greg on LinkedIn
- Learn more about Mission Hill Hospitality
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Victoria Taylor is an experience consultant and designer who works with hospitality, luxury, travel, and entertainment brands to become what she calls "The Only.” In this episode, you’ll learn what she means by that … as well as lessons she learned from working with Lamborghini and other luxury clients that any of us can use in how we provide hospitality.
- Follow Victoria on LinkedIn
- Visit Victoria's website
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Appellation is a new culinary-forward luxury hotel company co-founded by chef Charlie Palmer and Christopher Hunsberger, the former president of Four Seasons Hotels and Resorts. In this episode, we're speaking with Ed Skapinok, the company's chief commercial officer - about how they have designed a modern approach to technology that supports their brand.
Ed is on the board of directors for HSMAI, and he previously led sales, marketing, and revenue at Aqua-Aston Hospitality - an award-winning hotel management company.
In this episode we cover how to think about technology's ideal state, how technology should support the brand promise, creating more human working environments, qustions to ask, enabling personalization - and much more.
Listen to our previous episode with Ed: Culinary-Forward Luxury Hospitality
- Learn more about Appellation
- Follow Ed on LinkedIn
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Michelle Jensen Session is co-owner of Kensington Investment Group, a family company that owns, renovates, and manages a mix of commercial and hotel properties. On top of that, she is co-founder of Aquarius Hospitality Solutions - and in this episode, you’ll learn what sustainability really is and why it matters, the top misconceptions about sustainability, and the surprising place to begin your journey.
Resources mentioned in the podcast:
- 7 Common Objections to Sustainable Practices in the Hotel Industry and Why They Are Wrong (hertelier)
- Apple ad: 2030 status / Mother Nature (YouTube)
- Booking.com research on sustainability
Links:
- Follow Michelle on LinkedIn
- Learn more about Aquarius Hospitality Solutions
- Follow Aquarius Hospitality Solutions on LinkedIn
- Follow Aquarius Hospitality Solutions on Facebook
- Follow Aquarius Hospitality Solutions on Instagram
If you liked this episode, you may enjoy our other episodes on sustainability.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Sherry Villanueva is the Founder and Managing Partner of Acme Hospitality, which has three historic hotel properties – two in California’s Gold Country and one in Palm Springs. In this episode, you'll learn about the opportunity with historic properties, how to learn the history of a place, and how to re-interpret properties to be both authentic and timeless.
If you liked this episode, check out our other episode with Sherry: How We Created An Award-Winning Collection of Restaurants from Scratch
- Follow Sherry on LinkedIn
- Learn more about Acme Hospitality
- Learn more about Acme's hotels: the National Exchange Hotel, the Holbrooke Hotel, and Azure Sky
- Follow Acme on Instagram
- Follow Acme on Facebook
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Del Ross is a longtime industry expert, innovator, and leader who currently serves as Senior Advisor with McKinsey & Company, the top global strategy consulting firm. Before that, he led sales and marketing for IHG in the Americas, delivering $12 billion dollars in annual revenue for IHG worldwide - drawing from his earlier experiences at IHG leading e-commerce and distribution. On top of that, he's investing in hotels personally now, so he understands the industry from so many perspectives.
From all of this experience, one opportunity for hoteliers stands out above all others: fighting shrinking profit margins with something called "attribute-based selling."
In this episode, Del explains how we got to where we are today and what the path forward to healthier profit margins can look like.
- Read Del's article, "Shrinking Profit Margins May Make Us Stronger Than Ever"
- Follow Del on LinkedIn
- Follow Del on Twitter
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Over the past few weeks, we've been running a series called San Francisco Sundays - and the series wouldn't be complete without diving into what's going on with hotel investments in California these days.
To help us understand this, Craig Sullivan, Founder and President of the California Lodging Investment Conference is joining us to walk us through what he's seeing.
- Follow Craig on LinkedIn
- Learn more about the California Lodging Investment Conference
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Why invest in hotels? One of the biggest hotel investment conferences in the world, The Lodging Conference is coming up next week, I wanted to explore the answer to that question.
Of course, this show is not investment advice - you should speak with your financial advisor on how to manage your money - but I want us all to talk more about the reasons for participating in the hospitality industry not just as a brand designer or operator but as an owner.
To help us learn about hospitality investment today, we're going to hear from:
- Craig Sullivan, Founder & President at California Lodging Investment Conference
- Michelle Jensen Session, co-owner of Kensington Investment Group, and co-founder of Aquarius Hospitality
- Del Ross, who led sales & marketing for one of the biggest hotel companies in the world, advises the top global consulting firm on strategy - and now invests in hotels personally
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
How can you tell stories and create content that gets you attention and media coverage?
In this episode, you'll learn from someone who has cracked the code on this to earn hundreds of thousands of social media followers and is an in-demand guest expert on shows such as the Kelly Clarkson Show and GoodDay LA and networks from ABC to CBS to NBC and has been featured everywhere from The New York Times to Readers Digest.
Sarah Dandashy started her hospitality career as a concierge - work that she ended up winning an award for - but has always been fascinated by media. Today, she is the #1 best-selling author of Hospitality From Within, the host of The Creators Podcast with Visit West Hollywood, and the co-host of Good Morning Hospitality covering Hotel news for Hospitality FM, and is an in-demand guest in digital, print, and broadcast media.
In this episode, she shares with us the journey to her work today and the lessons she's learned we can all use to create opportunities for ourselves and our organizations.
- Visit Sarah's website
- Learn more about Sarah's podcast on Hospitality.FM, Good Morning Hospitality
- Learn more about Sarah's book, Hospitality From Within
- Listen to Sarah's other podcast, The Creators Podcast (with Visit West Hollywood)
- Follow Sarah on LinkedIn
- Follow Sarah on Twitter
- Follow Sarah on Instagram
- Follow Sarah on Facebook
- Follow Sarah on YouTube
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
In the hospitality industry, the phrase "people matter" is often thrown around. However, this sentiment frequently falls flat when it comes to the everyday experiences of front-line employees. So, how can we move beyond platitudes to genuinely care for our team members?
Today, we're learning from Anthony Pellegrino, Head of Hotels at Ash, an award-winning company involved in the design, development, ownership, and operation of hotels from Detroit to Providence, Rhode Island. In this episode, we'll explore why true hospitality leadership focuses on serving the people who work alongside you.
Anthony offers specific strategies, from the design and development stages of hotels to his hands-on approach of visiting each property. If you're interested in transcending lip service to authentically care for people, this episode is for you.
- Follow Anthony on LinkedIn
- Follow Anthony on Instagram
- Learn more about Ash
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
Extended-stay hotels are one of the hottest segments of hospitality today, and My Place Hotels stands out as a leader in this space. Today, President & CEO Ryan Rivett explains what led him to start the company and what he’s learned over the past 10 years building My Place into the powerhouse it is today.
We’ll learn what Ryan and his team did differently that has worked so well for them, why he focuses on new construction, how he draws from his early childhood experiences of family hospitality to guide how he runs the company today - and much more.
Whether you are looking to see what it takes to create a fresh approach to providing hospitality, looking for the keys to rapid growth - or you’re just interested in the extended-stay hotel model in general - you’re going to learn a lot from this conversation.
- Follow Ryan on LinkedIn
- Visit the My Place Hotels website
- Follow My Place Hotels on LinkedIn
- Follow My Place Hotels on Twitter
- Follow My Place Hotels on Facebook
- Follow My Place Hotels on Instagram
- Follow My Place Hotels on YouTube
If you liked this episode, check out our other brand features here.
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.
Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
David Kong is the founder and principal of DEI Advisors, a nonprofit organization dedicated to empowering personal success. Previously, he was president and chief executive officer of BWH Hotel Group – comprised of Best Western Hotels & Resorts, Sure Stay Hotels, and WorldHotels – a role he retired from as the longest-running CEO of any major hotel company.
In this episode, David talks about removing inefficiency and empowering others.
Links:
- Learn more about DEI Advisors
- Follow David on LinkedIn
- Follow David on YouTube
- Subscribe to David's podcast
If you liked this episode, listen to our other episodes with David:
- What Prepared Me To Be CEO
- Overcoming Imposter Syndrome and Embracing Diversity in Leadership
- There's No Such Thing as Virtual Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Sherry Villanueva is the Founder and Managing Partner of Acme Hospitality, an award-winning collection of restaurants and hotels in Santa Barbara, California. In this episode, Sherry shares her journey of how she accidentally got into the restaurant business and the lessons she learned along the way. From designing and opening her first restaurant to the success of her eclectic collection of properties, Sherry's story is both inspiring and informative for anyone who either works in hospitality today - or is looking to enter this industry.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
David Lund is The Hotel Financial Coach and in this episode, you'll hear his advice on how to navigate budget season with confidence this year.
- Follow David on LinkedIn
- Visit David's website (articles on budgets here)
- Learn more about David's book, The Prosperous Hotelier
- Read my article with David, the hotel budget guide
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Ali Wunderman is an award-winning freelance travel journalist with work in the Washington Post, Cosmopolitan, Forbes, Travel + Leisure, Condé Nast Traveler, the Guardian, SF Gate, and many more.
Ali is also a 4th-generation San Franciscan, and in this episode, she explains what's going on in this city - and what we can all learn from it.
- Visit Ali's website
- Follow Ali on LinkedIn
- Follow Ali on Twitter
- Follow Ali on Instagram
- Follow Ali on Tiktok
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today we're flipping the microphone around! My friend Steve Turk recently invited me to his excellent podcast, The Hospitality Mentor, to talk about what I've learned along my career so far, why I started Hospitality Daily, and the opportunities I see for all of us.
- Follow Steve on LinkedIn
- Follow The Hospitality Mentor on LinkedIn
- Listen to The Hospitality Mentor Podcast
- Subscribe to The Hospitality Mentor Newsletter
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
The future may be closer than you think. Today, we're learning about the implications of autonomous transit on hospitality, travel, and the cities we operate in from someone with a unique perspective on it all: Timothy Papandreou, Founder and CEO of Emerging Transport Advisors, and key advisor for the Google X moonshot factory.
- Follow Timothy on LinkedIn
- Follow Timothy on Twitter
- Visit Timothy's website
- Subscribe to Timothy's newsletter, Riding the S Curve
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Appellation is a new culinary-forward luxury hotel company co-founded by chef Charlie Palmer and Christopher Hunsberger, the former president of Four Seasons Hotels and Resorts. In this episode, we speak with Ed Skapinok, the company's chief commercial officer, about the origins of the brand and its unique approach to providing hospitality.
- Learn more about Appellation
- Follow Ed on LinkedIn
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Jacqui Nunley has more than 20 years of experience in hospitality technology, holding leadership positions across strategy, product, revenue, and distribution with companies such as Micros (now Oracle Hospitality) and Sabre Hospitality. She currently serves as a Travel & Hospitality Advisor at Salesforce, and in this episode, you'll learn how she thinks about building trust in our increasingly AI and technology-driven world.
- Listen to our other episode with Jacqui: AI, Talent & The Future of Hospitality
- Follow Jacqui on LinkedIn
- Learn more about Salesforce for Travel & Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Bashar Wali is one of the most recognized names in hospitality because he's done it all - as a leading operator, investor, and hotel branding expert that 180,000 people follow on LinkedIn alone. He's also an outspoken advocate for the importance of hospitality experiences being led by people and for people. Today, we're learning how he thinks about providing human-centric hospitality at scale through organizational culture.
- Follow Bashar on LinkedIn
- Follow Bashar on Twitter
- Follow Bashar on Instagram
- Follow Bashar on Facebook
- Follow Bashar on Tiktok
- Visit Bashar's website
Listen to our other episodes with Bashar:
- Reinventing the Art of Hospitality
- Why People Are The Key To Staying Inspired
Listen to our other episodes on culture here.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today we're diving deep into a role that's central to our ability to provide hospitality: housekeeping. International Housekeeping Week is coming up, and to learn more about this, today we're joined today by Stephanie Leger, Chief Excellence Officer at First Rate Hospitality.
With a track record of leadership that includes roles at luxury brands such as Ritz Carlton as well as serving as a service evaluator for Forbes Travel Guide, Stephanie has now trained more than 20,000 people in hospitality to date.
In this episode, we'll explore the significance of housekeeping in the guest experience, discuss common pitfalls in training, and even touch on something called the Housekeeping Olympics.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today we're learning from Alex Bastian, the CEO of the Hotel Council of San Francisco.
- Follow Alex on LinkedIn
- Learn more about the Hotel Council of San Francisco
- View the 29th Annual Golf Tournament and other events by the Hotel Council
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
In this episode, Zoku Director of Concept and Brand, Veerle Donders, shares what keeps her motivated.
- Listen to our other episodes with Veerle
- Follow Veerle on LinkedIn
- Learn more about Zoku
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Philippe Zrihen is Head of Americas for Ennismore.
In this episode, he shares how experience is central to both F&B and the wellness opportunity in hospitality today.
- Follow Philippe on LinkedIn
- Learn more about Ennismore
- Operating lifestyle hotel brands: Lessons from Philippe Zrihen at Ennismore (HotelOperations.com)
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today Tom Luersen, President of CoralTree Hospitality, discusses how he thinks about embedding his hotels in their local communities.
- Follow Tom on LinkedIn
- Learn more about CoralTree Hospitality
Listen to our other episodes with Tom:
- The Innkeeper Mindset
- Reimagining Hospitality Careers
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Anna Blue brings more than two decades of social impact leadership to her role as President of the AHLA Foundation, the charitable arm of the American Hotel & Lodging Association, supporting a stronger and more equitable hotel industry workforce. In this episode, we talk about the opportunity she saw that attracted her to his role, how the Foundation is supporting hotels, the future of work, and what's most exciting to her now.
- Learn more about the AHLA Foundation, and connect with it here
- Follow Anna on LinkedIn
- Follow Anna on Twitter
- Follow Anna on Instagram
- Listen to more of Anna's story in this interview with Rachel Humphrey on DEI Advisors
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Michael Pace is the general manager of the iconic InterContinental Mark Hopkins Hotel in San Francisco. In this episode, you'll learn how he thinks about both understanding the history and culture of a hospitality business - and then how to develop it further.
- Follow Michael on LinkedIn
- Learn more about the InterContinental Mark Hopkins
Listen to our other episodes with Michael:
- Engaging The Next Generation of Hospitality Talent
- From Porsches to Bee Colonies: Partnerships for Sustainability and Fun
- Earth Day special with Michael Pace: Creating "EarthCare" at Kimpton Hotels (and lessons in scaling sustainability)
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Nina Kleaveland is the CEO and co-founder of Lanyard, and in this episode, she shares what she's doing to help hospitality providers attract and retain talented people by offering housing.
- Follow Nina on LinkedIn
- Learn more about Lanyard
Nina is also the founder of Female Founders in Hospitality, and I encourage you to listen to our conversation about that here.
This episode is part of our series on recruiting. Some other episodes on this you may enjoy are:
- Recruit Standout People to Build a Standout Brand - Veerle Donders, Zoku
- Recruiting Multi-Dimensional People Into A Dynamic Industry - Robin Coleman, Carver Hotel Group
- Career Opportunities in Hospitality Today - Chip Rogers, AHLA
- Redefining Careers in Hospitality - Amanda Gray & Raul Moronta, Remington Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Tom Wolfe is the Chief Concierge at the Fairmont San Francisco and was the first concierge in America. In this episode, you'll hear why he loves San Francisco - and how we can welcome others to our city.
- Listen to our other episode with Tom: How The First Concierge in the US is a Futurist
- Follow Tom on LinkedIn
- He's America's First Concierge (YouTube)
- Learn more about the Fairmont San Francisco
Listen to our other episodes about San Francisco:
- What's Going On In San Francisco - Cassandra Costello, San Francisco Travel Association
- Rebirth In The Heart of San Francisco - Marisa Rodriguez, Union Square Alliance
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
How are you thinking about developing yourself - personally and professionally - to become the best hospitality professional you can be?
Today, we're learning from Erik Tengen, CEO of Oaky, about how he thinks about this - and what works for him.
Links:
- Follow Erik on LinkedIn
- Listen to the Oaky podcast on Spotify
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Lauren Phelps is a strategic advisor in the hospitality industry with a long track record of value-add projects in hotel investing, management, and operations. She was the Director of Strategy for Broadreach Capital Partners, leading key projects across their portfolio of independent hotels. She opened and later was the General Manager of the Ameswell, a 255-room full-service independent property in Mountain View, California.
In this episode, you'll learn what she learned through opening the Ameswell - lessons for working with the people around you to get things done.
Follow Lauren on LinkedIn here
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
The Madrona, a luxury boutique hotel in California's Sonoma County, has been named of of Travel + Leisure's "Best New Hotels of the Year" and Conde Nast Traveler called it one of the most exciting new hotel openings they've seen.
Cory Schisler is a Partner at the hotel and in this episode, we get to hear the story behind how it all got started, how Cory and his partners think about hiring and team building, experience design and delivery, and much more.
- The Madrona Featured on Magnolia Network’s Bespoke Inns
- More history and press coverage for The Madrona
- Spotify playlists: Madrona by Daylight, Lunch at Madrona, Poolside at Madrona
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Join us as we navigate the intriguing world of travel journalism with our esteemed guest, a seasoned freelance travel journalist. This enlightening conversation promises to unravel the often misunderstood differences between travel journalists and influencers. Listen in as our guest unveils her relentless pursuit of untold stories, untouched trends, and unfiltered truths, all while unraveling how hospitality providers can foster enriching ties with the media. The focus isn’t on buying stories, but rather on nurturing a collaborative relationship that paves the way for genuine storytelling.
Take a leap with us into the dynamics of passion and relationships in hospitality and journalism. Our guest spotlights the immense value of personalized press releases, fostering a passionate workplace culture, and curating unforgettable experiences for guests. But how can you introduce something special to others and entice successful coverage? We'll explore this art and much more, demonstrating how these elements weave together to shape the world of travel journalism.
In the final act of our gripping conversation, we delve into the art of enhancing relationships between hospitality providers and journalists. Our guest, armed with her vast experiences and insights, offers invaluable advice to hospitality brands on how they can truly stand out. It's not just about providing services, it's about delivering realistic experiences that make guests feel truly special. We culminate by emphasizing the undeniable power of hands-on experiences in sculpting narratives that capture the very essence of products or services. Come join us on this enlightening journey and let's reshape the narrative of travel journalism together. Tune in, and prepare to be inspired.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
David Rust is the founder and CEO of Sagra, a hospitality business whose mission is to bring awareness to regenerative agriculture and support the farms that practice it.
David was one of the first 20 team members at Lyft, which achieved a $24 billion valuation at its IPO and was named to the Forbes 30 under 30 list. Yesterday we learned about why and how he's building Sagra to introduce more people to sustainable farming, and in this episode, you'll hear what he's learned about building companies that you can apply to your business.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
David Rust is the founder and CEO of Sagra, a hospitality business whose mission is to bring awareness to regenerative agriculture and support the farms that practice it.
In this episode, you'll learn about David's journey to founding Sagra and what he learned about sustainability and hospitality along the way:
00:50 - David talks about his influences growing up
03:12 - Joining Lyft as an early employee and launching in cities like LA, Seattle, and Chicago
05:11 - How he got to know a place quickly
08:49 - Transitioning from tech growth guru to hospitality founder
15:20 - The role of customer experience in business success
19:12 - From watching Chef’s Table on Netflix to taking action and reaching out to participate
21:45 - Regenerative farming
26:37 - Weeks building tech companies, weekends on farms
31:06 - Prototype development (solving problems for both the guest and the farmer)
33:53 - Why food builds such a strong connection with us
37:15 - Solving problems for farmers
40:49 - How Sagra is structured and operates
45:27 - Sagra’s impact on guests
49:01 - What’s most exciting for David now
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Hospitality has its roots in place - the neighborhood, city, and region it is provided from.
Today, we're going to do something a little different - kicking off a little series I'm calling "San Francisco Sundays" - because through interviews with leaders in my hometown, I want you to see how we can work with others in our community to welcome more people and provide hospitality.
If you're based in the San Francisco area, I want you to get to know the people driving our community forward. If you're listening from another part of the world, I think you'll still find this valuable - as I hope it helps you be inspired by San Francisco as an example of what it looks like to work together to solve challenges and help our communities thrive.
Today we're learning from Marisa Rodriguez, CEO of San Francisco's Union Square Alliance, about the role of public spaces, the importance of working together in the community, and what's next for San Francisco.
- Follow Marisa on LinkedIn
- Learn more about the Union Square Alliance
Listen to our other episode about San Francisco:
- What's Going On In San Francisco - Cassandra Costello, San Francisco Travel Association
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
In this episode, Shelley Brown talks about how we can avoid burnout and thrive through creativity.
- Listen to our other episode with Shelley: Stay WEIRD: How hospitality leaders can create a culture of belonging
- Learn more about Shelley's work on her website
- See Shelley's art on her website and on Instagram
- Follow Shelley on LinkedIn
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Nina Kleaveland is the founder of Lanyard as well as the founder of Female Founders in Hospitality - which today, August 18, turns 1 year old. In this episode, she shares her career journey, as well as more about Female Founders in Hospitality and how it might help you.
- Follow Nina on LinkedIn
- Learn more about Nina's company, Lanyard
- Follow Female Founders in Hospitality on LinkedIn
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Bashar Wali is one of the most recognized names in hospitality because he's done it all - as a leading operator, investor, and hotel branding expert that 180,000 people follow on LinkedIn alone. While he's done it all, he's always on the hunt for how to improve - and today, he shares his latest observations on what makes great hospitality
- Follow Bashar on LinkedIn
- Follow Bashar on Twitter
- Follow Bashar on Instagram
- Follow Bashar on Facebook
- Follow Bashar on Tiktok
- Visit Bashar's website
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
John Marsh is co-founder of Marsh Collective, where he oversees $2 billion in real estate around the US as an investor - and hospitality is a big focus in his work. In this episode, you'll learn how hospitality can cause places to thrive, and how thinking holistically about people, place, and capital can provide an advantage.
- Follow John on LinkedIn
- Listen to John's personal story on The Fort podcast or on the Permanent Equity podcast
- Listen to John's podcast
- Learn more about Marsh Collective
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today we're learning from Stephanie Leger, Chief Excellence Officer at First Rate Hospitality about common service mistakes she's seen recently, what makes for effective training, and how training and development can play a role in attracting and retaining more people to our businesses.
- Follow Stephanie on LinkedIn
- Follow Stephanie on Facebook
- Follow Stephanie on Instagram
- Follow Stephanie on YouTube
- Learn more about First Rate Hospitality
- Listen to Stephanie's podcast, Walk The Floors
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
David Lund is The Hotel Financial Coach and in this episode, you'll hear about his own journey to leadership, advice on where to get started on your journey, and how to refine your financial skills - as well as David's new book, The Prosperous Hotelier.
- Follow David on LinkedIn
- Visit David's website
- Learn more about David's book, The Prosperous Hotelier
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Emily Kanders Goldfischer is a thought leader and change maker in hospitality, on a mission to promote gender equality in the industry. In this episode, we get to hear the story of why she founded hertelier with Nancy Meldelson and how she leads this community and platform today to inspire women in hospitality to pursue, navigate and nurture their careers at every stage.
- Follow Emily on LinkedIn
- Follow hertelier on LinkedIn
- Learn more about hertelier
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Alan Young is co-founder of Puzzle Partner, and in this episode, we talk about what he calls "life-work balance."
- Follow Alan on LinkedIn
- Read Alan's latest article: Disrupting the Norm: The Uberization of Everything and Its Implications on the Hotel Industry
- Learn more about Puzzle Partner
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Pablo Lopez is the Marketing Director at M Social New York, and in this episode, we talk about a fun activation they did to create a mini rooftop pickleball court on their property - and we also talk about the role of experiences in providing hospitality.
- Follow Pablo on LinkedIn
- Learn more about M Social Hotel Times Square New York
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Tom Wolfe is the Chief Concierge at the Fairmont San Francisco and was the first concierge in America. In this episode, you'll hear why he considers himself a "futurist," and what he learned about providing hospitality from working in some of the best hotels around the world.
- Follow Tom on LinkedIn
- He's America's First Concierge (YouTube)
- Learn more about the Fairmont San Francisco
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Andrea Stokes is the Practice Lead for Hospitality at J.D. Power, and in this episode, you'll learn about her career journey in research and why this matters, how J.D. Power has evolved its research methodologies, and what they learned in their recent study and its implications for you.
- Learn more about the 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study
- Follow Andrea on LinkedIn
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
David Kong is the founder and principal of DEI Advisors, a nonprofit organization dedicated to empowering personal success. Previously, he was president and chief executive officer of BWH Hotel Group – comprised of Best Western Hotels & Resorts, Sure Stay Hotels, and WorldHotels – a role he retired from as the longest-running CEO of any major hotel company.
In this episode, David talks about the road to becoming CEO, and what was useful in his journey to that role.
Links:
- Learn more about DEI Advisors
- Follow David on LinkedIn
- Follow David on YouTube
- Subscribe to David's podcast
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Jacqui Nunley is a Travel & Hospitality Advisor at Salesforce, one of the most advanced companies in the world when it comes to AI, and in this episode, we dive into the implications of AI on jobs and talent in hospitality.
- Listen to our previous episode with Jacqui: Career Lessons in Hospitality Technology
- Follow Jacqui on LinkedIn
- Learn more about Salesforce for Travel & Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Jacqui Nunley has more than 20 years of experience in hospitality technology, holding leadership positions across strategy, product, revenue, and distribution with companies such as Micros (now Oracle Hospitality) and Sabre Hospitality. She currently serves as a Travel & Hospitality Advisor at Salesforce, and in this episode, you'll learn what she's learned in her career so far and get inspired by looking at the opportunities we have in hospitality today.
- Follow Jacqui on LinkedIn
- Learn more about Salesforce for Travel & Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
In this episode, executive coach Andy Ellwood shares what he's learned about hosting great dinner parties. Listen and learn how to do this in your personal life - and it will help make you a better hospitality professional!
- Follow Andy on LinkedIn
- Follow Andy on YouTube
- Follow Andy on Instagram
- Visit Andy's website
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Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Bashar Wali is one of the most recognized names in hospitality because he's done it all - as a leading operator, investor, and hotel branding expert that 180,000 people follow on LinkedIn alone. While he's done it all, today he shares with us what inspires him most.
- Follow Bashar on LinkedIn
- Follow Bashar on Twitter
- Follow Bashar on Instagram
- Follow Bashar on Facebook
- Follow Bashar on Tiktok
- Visit Bashar's website
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Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
In this episode, Remington Hospitality CEO Sloan Dean explains why he sees himself as the "Chief Recruiting Officer" - and how he thinks about recruiting top executives specifically.
- Listen to our other episodes with Sloan:
- The story behind "Where Passionate People Thrive"
- If you want to change the world, change yourself
- Follow Sloan on LinkedIn
- Learn more about Remington Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Michael Pace is the general manager of the iconic InterContinental Mark Hopkins Hotel in San Francisco. In this episode, you'll learn how he thinks about recruiting, the perceptions we need to change, the global opportunities and diverse career paths available in hospitality, and strategies for attracting talent.
- Follow Michael on LinkedIn
- Learn more about the InterContinental Mark Hopkins
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
In this episode, Zoku Director of Concept and Brand, Veerle Donders, shares how they think about recruiting people into their organization.
- Listen to our other episodes with Veerle
- Follow Veerle on LinkedIn
- Learn more about Zoku
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Robin Coleman is a National Account Manager with Carver Hotel Group, and in this episode, you'll learn how she invites others into a career in hospitality - and why she's so focused on the multi-dimensional nature of the people she works with.
- Follow Robin on LinkedIn
- Learn more about Carver Hotel Group
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Szilvia Olah is the Founder of The Strengths Company, and in this episode, you'll learn about "talent blindless" and how you can live like a recruiter.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Dr. Peter Ricci is the Director of the Hospitality and Tourism Management program at Florida Atlantic University (FAU), and in this episode, we discuss recent research on career views in hospitality - and you'll learn why he's so focused on this, the trends he's seeing, and his advice for you.
- Read the research: What people (really) think about working in hotels today
- Follow Peter on LinkedIn
- Learn more about FAU's Hospitality Program
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
In this episode, Chip Rogers, President & CEO of the American Hotel & Lodging Association (AHLA), shares what he's seeing in hospitality today, the career opportunities that are emerging, and what AHLA is doing to support the industry.
- Read the research: What people (really) think about working in hotels today
- Follow Chip on LinkedIn
- Learn more about AHLA
- Learn more about AHLA's apprenticeship program
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
In this episode, Matt Gorman, Chief Revenue Officer at Upshift, discusses the results of our recent survey on how people outside the industry view a career working in hotels and shares his perspective on what's happening in the job market today.
- Read the research: What people (really) think about working in hotels today
- Follow Matt on LinkedIn
- Learn more about Upshift
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
In this episode, Amanda Gray, Chief Human Resources Officer at Remington Hospitality, and Raul Moronta, Chief Commercial Officer at Remington Hospitality, discuss the results of our recent survey on how people outside the industry view a career working in and with hotels - and talk about the initiatives that Remington is doing now to support their people and create more opportunities for everyone.
- Read the research: What people (really) think about working in hotels today
- Follow Amanda on LinkedIn
- Follow Raul on LinkedIn
- Learn more about careers at Remington Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Read the research: What people (really) think about working in hotels today
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Lauren Phelps is a strategic advisor in the hospitality industry with a long track record of value-add projects in hotel investing, management, and operations. She was the Director of Strategy for Broadreach Capital Partners, leading key projects across their portfolio of independent hotels. She opened and later was the General Manager of the Ameswell, a 255-room full-service independent property in Mountain View, CA. Lauren is incredibly passionate about technology and its application in hotel ops. She is a proud “atypical” hotelier – her past lives include stints in corporate strategy at JPMorgan and consulting at PwC. She graduated with an MBA from Stanford University in 2021.
In this episode, you'll learn how she hired and retained top talent in a hyper-competitive market during a time many hospitality businesses struggled with talent.
Follow Lauren on LinkedIn here
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Lauren Phelps is a strategic advisor in the hospitality industry with a long track record of value-add projects in hotel investing, management, and operations. She was the Director of Strategy for Broadreach Capital Partners, leading key projects across their portfolio of independent hotels. She opened and later was the General Manager of the Ameswell, a 255-room full-service independent property in Mountain View, CA. Lauren is incredibly passionate about technology and its application in hotel ops. She is a proud “atypical” hotelier – her past lives include stints in corporate strategy at JPMorgan and consulting at PwC. She graduated with an MBA from Stanford University in 2021.
In this episode, you'll learn how to apply the best of Silicon Valley's operating and growth strategies to the way you run your hospitality business.
Follow Lauren here on LinkedIn
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Steve Turk is The Hospitality Mentor, and in this episode, you'll hear about his most recent event - and the lessons he learned that you can apply to hosting your own events.
- View photos from the event
- Follow Steve on LinkedIn
- Follow The Hospitality Mentor on LinkedIn
- Listen to The Hospitality Mentor Podcast
- Subscribe to The Hospitality Mentor Newsletter
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Neil James is Chief Operating Officer at Shiji ReviewPro, and in this episode, shares insights from their recent research on global guest satisfaction.
- Follow Neil on LinkedIn
- Read the research: Guest Experience Benchmark Q1 2023
- The man behind the operations for 60,000+ hotels worldwide [HotelOperations.com]
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Ian Pullan is Senior Vice President of Asset Performance at KSL Resorts. In this episode, you'll learn how their "On Purpose" sustainability program got started, the importance of storytelling, the impact on their business, and much more.
- Follow Ian on LinkedIn
- Read more about the On Purpose sustainability program
- Learn more about KSL Resorts
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Wil Slickers is the founder of Hospitality.FM, and in this episode, talks about the power of building strong relationships in your community.
- Follow Wil on LinkedIn
- Listen to Wil's podcast, Slick Talk
- Learn more about Hospitality.FM
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today, we're learning from Brooke Sanchez, Director of Marketing and PR at Circa Resort & Casino in Las Vegas. In this episode, you'll hear the story behind their Barbie activation, what it includes, the impact so far - and the opportunity for all hospitality providers to take advantage of cultural moments like these.
- Follow Brooke on LinkedIn
- Learn more about Circa Resort & Casino
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Cassandra Costello is Executive Vice President and Chief Policy and External Affairs Officer at the San Francisco Travel Association.
In this episode, we cover what's going on in San Francisco, if traveling here is safe, what's going on in the neighborhoods of this city, why tourism matters, and how hospitality providers can work together and get involved with local government to affect change.
- Follow Cassandra on LinkedIn
- Learn more about the San Francisco Travel Association
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Philippe Zrihen is Head of Americas for Ennismore.
In this episode, you'll learn about how your local neighborhood can (and should) inform how you provide hospitality.
- Follow Philippe on LinkedIn
- Learn more about Ennismore
- Operating lifestyle hotel brands: Lessons from Philippe Zrihen at Ennismore (HotelOperations.com)
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Philippe Zrihen is Head of Americas for Ennismore.
In this episode, you'll learn about what it takes to create and cultivate strong brands in hospitality.
- Follow Philippe on LinkedIn
- Learn more about Ennismore
- Operating lifestyle hotel brands: Lessons from Philippe Zrihen at Ennismore (HotelOperations.com)
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Philippe Zrihen is Head of Americas for Ennismore.
In this episode, you'll learn about Philippe's career journey, the worlds of finance, mergers & acquisitions, working with Accor, assembling a collection of lifestyle hotel brands, leadership lessons, and building a strong organizational culture.
- Follow Philippe on LinkedIn
- Learn more about Ennismore
- Operating lifestyle hotel brands: Lessons from Philippe Zrihen at Ennismore (HotelOperations.com)
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today we're learning from Denise Dupré, founder and managing partner of Champagne Hospitality, about how she's developing new sustainable luxury hospitality properties.
👉 If you liked this, listen to our other episodes about sustainability.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today we're learning from Denise Dupré, founder and managing partner of Champagne Hospitality, about hiring, retaining, and developing talented people.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today we're learning from Denise Dupré, founder and managing partner of Champagne Hospitality, about what it takes to design and deliver remarkable hospitality experiences.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
What makes the hospitality industry a compelling career choice? Let's find out as CoralTree Hospitality President Tom Luersen shares how the pandemic has shifted his approach toward recruitment, the importance of creating an inviting atmosphere for those outside the hospitality industry, and why flexibility is the secret sauce to retaining great employees.
Shifting the focus, Tom and I take a hard look at how current dynamics have influenced student recruitment, and why hospitality should be seen as a compelling career choice rather than a fallback plan. We bridge the gap between changing expectations and staying ahead of the curve, emphasizing the need to recruit diverse talents.
Serving from the heart, loving the work, and viewing hospitality as more than just a paycheck - tune in to hear Tom's insightful take on making hospitality a fulfilling career.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today Tom Luersen, President of CoralTree Hospitality, shares the principles behind what he calls "The Innkeeper Mindset."
Tom's back-to-the-basics approach emphasizes personalized service and thoughtful, impactful gestures, fostering deeper connections between hotels and their guests.
This is not just about being welcoming; it's about understanding your guests, breaking down invisible barriers and fully immersing yourself in service. After all, isn't hospitality all about making people feel special and cared for?
- Follow Tom on LinkedIn
- Learn more about CoralTree Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
When David Kong retired from his role as the President and CEO of BWH Hotel Group, he was the longest-running CEO of any major hotel company. Today, he's focused on empowering others through DEI Advisors, and in this episode, you'll learn more about this, including lessons he's learned, advice for overcoming something he calls "head trash," making your organization a great place to work, and much more.
Links:
- Learn more about DEI Advisors
- Follow David on LinkedIn
- Follow David on YouTube
- Subscribe to David's podcast
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today we're learning from Regitse Rosenvinge about how hospitality providers can create spaces of belonging.
Regitse offers a fresh perspective on how we can extend beyond our traditional roles to foster a sense of safety, belonging, and wellness for guests. Listen to her recount the inspiring story of a Copenhagen hotel that managed to create an inviting atmosphere through thoughtful design and a warm tone of voice. We also cover the changing notion of the 'home away from home' concept and how hotels are now focusing on emulating a sense of security and connectivity rather than just duplicating a guest's home. We delve into how technology is reshaping the hospitality industry and how you can forge a successful career within this exciting industry.
This episode is a must-listen for those interested in creating unforgettable guest experiences and leveraging the power of storytelling within the hospitality sector.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Join us for an engaging chat with Richard Garcia of Remington Hospitality as we unearth the fascinating narrative of their innovative company project – a recipe book. But this is no ordinary recipe book; it is a window into the culinary treasures of their hotels.
The second part of our conversation dives into the transformative power of this project within the Remington Hospitality team. Listen to how this book became a catalyst for uncovering hidden talents and boosting collective morale. Discover how it not only elevated their internal perceptions but also amplified their brand voice in the hospitality industry. As we conclude, we take a moment to reflect on the ripple effect of this unique endeavor and plans for the future.
A must-listen for anyone seeking creative approaches to strengthen team spirit and organizational culture.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
It's Independence Day in the US, and we're celebrating with some timeless wisdom from Richard Garcia, a US Marine Corps veteran, star chef, and the Senior Vice President of Beverage and Food at Remington Hospitality.
In this episode, you'll hear why Richard believes there's no room for compromise when it comes to delivering a stellar guest experience, as he shares how he ensures this at Remington.
Richard's inspiring talk takes us through the roller coaster of navigating obstacles like short staffing and supply chain issues. He asserts that these shouldn't be used as excuses for a poor guest experience. Instead, he shares his strategy of streamlining menus to keep the quality high.
Richard also highlights the increasing significance of guest experience, providing insightful ways to ensure a personalized experience, irrespective of the hotel's class or location. His belief in creating experiences that convert guests into brand ambassadors is a must-hear for anyone in hospitality.
So tune in, and let Richard's wisdom guide you towards crafting a best-in-class experience for your guests. Let's go beyond the mundane and create the extraordinary!
Listen to our other episodes with Richard on this podcast
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Ready to challenge everything you thought you knew about the hospitality industry? Our conversation with Richard Fertig, the founder and Chief Investment Officer at Stomp Capital, will change your perspective.
We tackle the age-old practice of adding staff as a solution to hospitality challenges and examine how to add excitement in place of consistency. We invite you to join our debate as we put traditional hospitality methods under the microscope, weighing their value against the possibility of delivering superior guest experiences sans the enormous labor costs.
As we traverse continents, we delve into an intriguing comparison between European and American hospitality practices, shedding light on how tipping influences the industry's dynamics. We then bring your attention to an often overlooked, yet powerful aspect of hospitality – the role of scent.
This episode is a treasure trove of insights on rethinking your approach to hospitality.
Links:
- Follow Richard on LinkedIn
- Learn more about Stomp Capital
- How a former globe-trotting hedge fund manager now provides bespoke hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today we're learning from Richard Fertig, founder and Chief Investment Officer at Stomp Capital, about the importance of staying inspired.
Links:
- Follow Richard on LinkedIn
- Learn more about Stomp Capital
- How a former globe-trotting hedge fund manager now provides bespoke hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
I love technology and we're coming off a big week of tradeshows and conferences about technology in hospitality. But our guest today says there's no such thing as "virtual hospitality," and I want you to hear why he says this and what he means because it's an important point to keep in mind as we think about providing hospitality today.
David Kong is the founder and principal of DEI Advisors, a nonprofit focused on empowering others. Previously, he was the president and CEO of BWH Hotel Group, and when he retired from that role he was the longest-running CEO of any major hotel company. If anyone has the technical experience and perspective to talk about the role of technology, it's David, as you'll learn in our conversation today.
Links:
- Follow David on LinkedIn
- Follow David on YouTube
- Subscribe to David's podcast
- Learn more about DEI Advisors
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Have you ever asked yourself, "How do I effectively guide my team through change?" If so, this episode is for you. Our guest, Rachel Vandenberg, is not just a hotel owner and operator but also happens to be a leadership coach. We talk about her past experiences and lessons learned from implementing new software in her hotel, making the episode full of insights for change management. Rachel emphasizes the need for communication, transparency, and explaining the 'why' behind changes, and this isn't just theoretical, Rachel has lived it!
As we move deeper into the conversation, Rachel takes us through the emotional side of change management. How does a leader take care of their emotional health during challenging times? Rachel shares her practices like daily meditation and regular exercise. She also gives some specific advice for implementing new technology – including thoroughly vetting alternatives and constant communication with the team. This isn't just about changes in the workplace, it's about navigating the rough waters of change in any aspect of your life, and Rachel is your expert guide!
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Jay Hubbs is the VP of Advertising, Marketing, Innovation, and Analytics overseeing BWH Hotels’ consumer-facing marketing, advertising, and the award-winning Best Western Rewards program.
Today, Jay Hubbs was awarded Marketing Professional of the Year by HSMAI, and in this conversation, we cover:
- Why marketing matters today
- What Jay is most proud of building over the past year
- What experiences have been most helpful in Jay's career journey to date
- The role of marketing in providing hospitality
- What makes great advertising
- The importance and opportunity with loyalty rewards programs
- International growth
- ...and much more
Links:
- Follow Jay on LinkedIn
- Careers at BWH Hotels
- Jay Hubbs interview by Loyalty360
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
What happens when you combine journalism, technology, and the hospitality industry? You get an insightful conversation with our guest, Jason Freed, the Hospitality Data Evangelist at MDO.
In this episode, Jason shares his journey from reporting to exploring the exciting intersection of technology and pricing in the hotel sector, emphasizing the importance of revenue management technology in creating memorable guest experiences and keeping businesses profitable.
The COVID-19 pandemic has undoubtedly left a lasting impact on the hotel industry, but with challenges come opportunities for innovation. In this episode, we discuss the role hospitality technology played in navigating these trying times and the birth of Hotel Recovery 2020, a resource aimed at helping hoteliers make informed decisions during the pandemic. Discover how the crisis accelerated advancements in both front-of-house and back-of-house technology, improving hotel operations and efficiency.
As data becomes increasingly relevant in the hospitality industry, we delve into the world of data evangelism with Jason. He enlightens us on how MDO's digital document management and business intelligence systems are empowering hoteliers to make better decisions. We also explore the potential of AI in the travel planning process and the exciting future of technology in both back-end and front-end processes, such as personalization and the connected trip. Don't miss this engaging discussion on the ever-evolving world of hospitality technology!
Links:
- Follow Jason on LinkedIn
- Learn more about MDO
- Jason's latest report: Data-driven Strategies to Move Beyond Rooms Revenue.
- Total Profit Optimization - Billy Copelan, Sea Island Resorts & Jason Freed, MDO
- It's time we celebrate Night Auditors: The unsung heros of hospitality - Jason Freed & Eduardo Burkard
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Ready to discover how the world of travel and hospitality is being revolutionized by cutting-edge technology?
Join us in an enlightening conversation with our special guest, Shane O'Flaherty, Microsoft's Global Director of Travel, Transportation, and Hospitality. Shane brings a wealth of experience, including his time at the helm of Forbes Travel Guide, and he offers valuable insights into the role of AI in personalizing the customer journey and empowering employees to work more efficiently.
Together, we explore the transformative impact of technology on the airline and hotel industries, emphasizing the importance of digitizing workflows and harnessing data for informed decision-making. Shane shares how Microsoft's products and services are future-proofing businesses with the help of AI-driven insights and decentralized ID. Don't miss this opportunity to learn from a true expert in the hospitality and travel sector and elevate your understanding of how technology is shaping the future of these industries.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Ready to master the art of upselling in the hospitality industry and create extraordinary guest experiences?
Join us as we chat with Erik Tengen, co-founder and CEO of Oaky, an upselling software platform, who shares his wealth of knowledge on understanding what your guests want and offering it to them proactively, smoothly, and in a relevant way. Eric also provides valuable advice on evaluating and implementing technology in your hospitality business, emphasizing the need for a dedicated champion to drive the product and ensure success.
Listen closely for an inspiring success story from one of Oaky's clients, Radisson Hotels, who quickly and effectively onboarded their technology. Erik discusses the importance of breaking down departmental barriers, fostering collaboration to maximize upselling potential, and understanding your ideal customer profile.
Discover how to leverage partnerships with AI companies and revenue management systems to maximize dynamic pricing through Oaky, creating an attractive whole product for your customers while still focusing on the upsell.
Links:
- Follow Erik on LinkedIn
- Learn more about Oaky
- Listen to the Oaky podcast on Spotify
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Imagine a world where transactions are so seamless that they become an afterthought, leaving more room for an unforgettable experience.
In this episode, we sit down with James Lemon, the Global Lead for Travel & Leisure at Stripe, to unlock the secret to achieving this. With a background rooted in hospitality, James shares his insights on how Stripe is revolutionizing payments and financial infrastructure, both online and in-person.
We take a closer look at how hospitality businesses can leverage Stripe's technology to remove friction in the customer experience. From reducing wait times at the checkout counter to streamlining B2B systems, James highlights real-world examples of successful Stripe implementations in the industry. Discover how hotel chains can use agile methodologies to pilot new technologies and learn about Stripe's potential to speed up the booking process by keeping customers on your site.
Our chat with James doesn't stop at just the payment process. We delve into the creative ways established global companies like Hertz and Hoxton are utilizing technology to transform their businesses and offer unique customer experiences. Through partnerships with Stripe and other tech companies, these brands are able to innovate and stay ahead of the curve.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Are you ready to upgrade your experience to delight your guests and grow your business?
Then you need to hear from seasoned hospitality leader Martin Soler, as we explore the barriers to innovation in the hospitality technology sector. In this fascinating discussion, we uncover how hoteliers often overlook the importance of technology in shaping the guest experience and dive into the challenges faced in adopting new technology.
Through Martin's personal experience as a general manager - and the story of a recent stay at an independent hotel in Prague - we reveal how technology can create a seamless and magical guest experience when implemented correctly. You'll learn about the importance of proper product design and striking a balance between providing necessary features and maximizing the adoption of the technology. We also delve into the art of putting the guest first and how to make changes to existing processes to meet their expectations.
Lastly, we address the friction that exists in the payment process for hoteliers and their guests, and how technology can help to alleviate it. Drawing on lessons from the success of Online Travel Agencies (OTAs), we explore how hoteliers can improve their own processes.
- Follow Martin Soler on LinkedIn
- Visit Martin's website
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Today we're learning from Actabl CEO Steven Moore about the power of data in hospitality, and how technology can unlock insights that give you an advantage.
We cover:
- Hospitality's adoption of technology and how Covid changed it [00:43]
- Opportunity with housekeeping and engineering [01:58]
- Using technology to attract and retain a new generation of hoteliers [02:47]
- The importance of having visibility of what's going on in hotel operations through data [03:35]
- "Moneyball” and hospitality [04:49]
- Being a GPS for the industry [08:00]
- Three types of risk to manage: market, financial, and operations [11:07]
- Maintaining the magic of hospitality for hoteliers through technology [12:44]
Links:
- Learn more about Actabl
- Follow Steven on LinkedIn
- Listen to our other episode with Steven: Finding motivation and meaning in your work
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
How do you create a remarkable experience for guests with technology?
Join me in learning from Hanna Schiller, VP of Product at Ireckonu, about the complexities of hospitality technology and the importance of integration in delivering exceptional service.
We dive into the challenges of siloed systems and how Ireckonu's middleware solution addresses these issues, while Hanna shares her journey and invaluable insights from her experience working with industry nonprofit HTNG. We also discuss the evolving traveler expectations in the wake of the COVID-19 pandemic and offer practical advice on evaluating technology providers.
- Follow Hanna on LinkedIn
- Learn more about Ireckonu
This is part of our 2-week special on technology in hospitality. See our other episodes on technology here.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Could "user disengagement" be a key to elevating your guest experience through technology?
Join me as I explore this idea with Matt Welle, the CEO of Mews, a hospitality technology company.
We also talk about the implications of technology on hiring, examples of hospitality companies that have implemented technology well, how to shop for technology, and what most excites him about the future.
- Follow Matt on LinkedIn
- Learn more about Mews
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Parijat Gupta leads online reputation and social media management for Coast Hotels, and in this episode, you'll hear about how a role earlier in her career helped shape how she views communicating with people digitally today.
I want you to hear this because we're heading into some of the biggest technology tradeshows in the hospitality industry over the next few weeks, and as we do that I encourage you to think about people and the guest experience first.
Follow Parijat Gupta on LinkedIn
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Hospitality Daily is sponsored by MDO this week, and its Hotel Profit Playbook: Data-driven Strategies to Move Beyond Rooms Revenue. This report shows you how to look beyond rooms to implement more holistic revenue analysis, apply revenue management principles to outlets such as F&B and spa, how to better understand profit margins at each outlet across your property, and how to centralize the data that empowers hoteliers to make more profitable decisions. Access the report now.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
What if the key to standing out in a world increasingly dominated by technology and AI is to embrace - and share - our unique stories?
Join us in learning from executive coach Andy Ellwood about the importance of knowing and owning your story to create connections and make a lasting impact.
- Follow Andy on LinkedIn
- Follow Andy on YouTube
- Follow Andy on Instagram
- Visit Andy's website
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Hospitality Daily is sponsored by MDO this week, and its Hotel Profit Playbook: Data-driven Strategies to Move Beyond Rooms Revenue. This report shows you how to look beyond rooms to implement more holistic revenue analysis, apply revenue management principles to outlets such as F&B and spa, how to better understand profit margins at each outlet across your property, and how to centralize the data that empowers hoteliers to make more profitable decisions. Access the report now.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Could offsites unleash the power of your team - and your hospitality business?
Our conversation with executive coach Andy Elwood will leave you with practical insights and fresh inspiration. Andy shares advice on preparation, including pre-event surveys that ensure all voices are heard equally. He also introduces the "Artifact Dinner"– a powerful activity that fosters deep connections among team members by sharing personal stories through small objects.
Discover the secrets to creating unforgettable experiences as we discuss the importance of the environment and using available amenities. You'll learn how simple activities like taking a walk around the area can spark creative ideas for unique participant experiences. Plus, we'll reveal the importance of anticipating attendee needs and the magic behind the art of surprise and delight.
- Follow Andy on LinkedIn
- Follow Andy on YouTube
- Follow Andy on Instagram
- Visit Andy's website
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Hospitality Daily is sponsored by MDO this week, and its Hotel Profit Playbook: Data-driven Strategies to Move Beyond Rooms Revenue. This report shows you how to look beyond rooms to implement more holistic revenue analysis, apply revenue management principles to outlets such as F&B and spa, how to better understand profit margins at each outlet across your property, and how to centralize the data that empowers hoteliers to make more profitable decisions. Access the report now.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Ever wondered how to create a high-performing culture that rewards excellence and drives success?
Join me in a fascinating conversation with Loretta Macke, Senior Vice President of Sales at Remington Hospitality, as we uncover the secrets to building a performance culture through incentive programs and events like their Pinnacle Incentive Trip. Loretta shares the incredible impact these experiences have had on their organization, inspiring and motivating staff all year long.
We also discuss leadership, mentorship, and finding fulfillment in a career in the hospitality industry. Loretta discusses the company's "RemThrive" program and shares practical tips for ambitious people looking to excel in their careers.
Join us as we explore the passion, dedication, and innovative thinking that fuels Remington Hospitality's performance culture together!
- Learn more about Loretta
- Learn more about Remington Hospitality's culture
- Learn about careers at Remington Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Hospitality Daily is sponsored by MDO this week, and its Hotel Profit Playbook: Data-driven Strategies to Move Beyond Rooms Revenue. This report shows you how to look beyond rooms to implement more holistic revenue analysis, apply revenue management principles to outlets such as F&B and spa, how to better understand profit margins at each outlet across your property, and how to centralize the data that empowers hoteliers to make more profitable decisions. Access the report now.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Could having a great mentor could propel your hospitality career?
In today's episode, we had the pleasure of learning from none other than the person known across the hospitality industry as The Hospitality Mentor, Steve Turk.
You'll learn why mentorship matters in hospitality and how it can make a world of difference for those eager to grow in their careers. We'll also explore what it means to mentor others and the importance of self-awareness for leaders in the hospitality industry.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Hospitality Daily is sponsored by MDO this week, and its Hotel Profit Playbook: Data-driven Strategies to Move Beyond Rooms Revenue. This report shows you how to look beyond rooms to implement more holistic revenue analysis, apply revenue management principles to outlets such as F&B and spa, how to better understand profit margins at each outlet across your property, and how to centralize the data that empowers hoteliers to make more profitable decisions. Access the report now.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Could engaging the millions of people often overlooked by employers help address the talent shortages in hospitality?
Join us as we chat with Jeff Korzenik, Chief Economist at Fifth Third Bank, about the potential of second-chance hiring as a solution to this pressing issue.
We discuss the importance of not overlooking individuals with felony and misdemeanor records, and how business leaders can find success in selecting and supporting these individuals, ultimately leading to thriving businesses and outstanding guest experiences.
We also explore lessons from Japan on inclusive hiring and how they managed to unearth untapped talent. Jeff shares insights on the country's strategies for growing the female labor force, utilizing guest workers, and including older workers.
By looking around the world for inspiration, we can find best practices for inclusive hiring that can make a positive impact on communities and help address the challenges of intergenerational poverty and inequalities.
Links:
- Jeff Korzenik's website
- Jeff Korzenik's book: Untapped Talent: How Second Chance Hiring Works for Your Business and the Community
- Jeff Korzenik's LinkedIn profile
- Craig Poole episode: People are the point of impact: How to create new beginnings and empower through leadership
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Hospitality Daily is sponsored by MDO this week, and its Hotel Profit Playbook: Data-driven Strategies to Move Beyond Rooms Revenue. This report shows you how to look beyond rooms to implement more holistic revenue analysis, apply revenue management principles to outlets such as F&B and spa, how to better understand profit margins at each outlet across your property, and how to centralize the data that empowers hoteliers to make more profitable decisions. Access the report now.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
In this episode, Zach Demuth, Global Head of Hotels Research in JLL’s Hotels & Hospitality Group, shares what's going on in the world of luxury travel and hospitality.
Our discussion begins with an in-depth look at the rise of worldwide wealth, changing consumer spending habits, and the increasing demand for unique experiences, all contributing to the current market opportunities for luxury investments. Zach explains how capital from other sectors is moving into hospitality and creating unique experiences for guests, and the secondary effects of this trend that are transforming destinations.
Listen in as Zach shares his advice on making the most of these opportunities and how his own career journey has been anything but linear. You won't want to miss our insightful discussion on the future of luxury hospitality innovation and what it means for everyone in the industry.
Links:
- Read JLL's special report: The Evolution of Global Luxury Hospitality
- Follow Zach here on LinkedIn.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Hospitality Daily is sponsored by MDO this week, and its Hotel Profit Playbook: Data-driven Strategies to Move Beyond Rooms Revenue. This report shows you how to look beyond rooms to implement more holistic revenue analysis, apply revenue management principles to outlets such as F&B and spa, how to better understand profit margins at each outlet across your property, and how to centralize the data that empowers hoteliers to make more profitable decisions. Access the report now.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
This episode is sponsored by MDO and their new report, Data-driven Strategies to Move Beyond Rooms Revenue.
Are you making the most of your business's revenue sources? All of them? Jason Freed, Hospitality Data Evangelist at MDO, and Billy Copelan, Director of Revenue Management at Sea Island Resorts, share their insights on unlocking the full potential of total revenue optimization. From Jason's background as a former journalist to Billy's passion for data and revenue management, their experiences have led them to explore the power of data to grow profitability.
Delving into the world of business intelligence and revenue management strategies, we uncover how Sea Island Resorts is using data to optimize its total revenue. Jason and Billy discuss the importance of combining data from all revenue sources, and how Sea Island increased its golf course revenue through customized packages and strategic tee times. Plus, learn how accurate forecasting and understanding ancillary spending can boost profits, like predicting the number of steaks sold each night and identifying which servers excel at upselling.
But it's not just about profits; providing value is equally important. We explore how Sea Island Resorts is using data analysis to offer incentives like "Member Monday" and additional discounts at specific times to drive business during slower periods. Discover how they leverage tools like PowerBI for interactive reporting and revenue management strategies to enhance membership experiences and optimize revenue.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Hospitality Daily is sponsored by MDO this week, and its Hotel Profit Playbook: Data-driven Strategies to Move Beyond Rooms Revenue. This report shows you how to look beyond rooms to implement more holistic revenue analysis, apply revenue management principles to outlets such as F&B and spa, how to better understand profit margins at each outlet across your property, and how to centralize the data that empowers hoteliers to make more profitable decisions. Access the report now.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Discover the power of personal development and how it can transform your career in the hospitality industry, as we chat with hotel owner and leadership coach, Rachel Vandenburg.
Learn from Rachel's own journey of self-discovery, as she shares the challenges she faced managing people and the turning point that led her to hire a coach. Uncover the keys to self-reflection, understanding your strengths and weaknesses, and applying that knowledge to your leadership style.
Level up as a hospitality provider and leader by mastering effective communication, cultivating a leadership mindset, and embracing humility in your journey. Delve into the intersection of hospitality and personal development, focusing on the industry's unique emphasis on person-to-person experiences. Gain valuable insights on fostering healthy debate, empathy in leadership, and personal growth's impact on your professional and personal life.
Don't miss this engaging conversation with Rachel, and start your own transformative journey today!
Links:
- Follow Rachel on LinkedIn
- Visit Rachel's website
- Listen to Rachel's podcast: The Travel Leader
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Growing up in a hospitality family business shaped hotel owner Rachel Vandenburg's approach to leadership and customer experience. Inspired by her parent's visionary thinking, Rachel shares what it's like to push the boundaries in the hospitality industry, from opening a Dutch pancake restaurant to building an eight-lane boutique bowling lounge.
Listen in as we discuss the crucial role of community in hospitality. Discover how Rachel emphasizes the importance of creating gathering spaces and fostering connections between guests, her insights on customer experience and staff training, and the power of personal touches like birthday marquee signs to create lasting bonds with guests.
You won't want to miss this engaging episode full of valuable lessons and inspiring stories from a dedicated hospitality leader.
Links:
- Follow Rachel on LinkedIn
- Visit Rachel's website
- Listen to Rachel's podcast: The Travel Leader
- Book: The Lonely Century by Noreena Hertz
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Deanna Vollmar is the Director of Events and Customer Experience at Questex, and shares what she’s learned along her journey so far.
Follow Deanna on LinkedIn
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
In this episode, Josiah shares insights and takeaways from the 2023 NYU Hospitality Industry Investment Conference.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Ever wondered what it's like to invest in hotels? Get ready for an eye-opening discussion with Jake Wurzak, founder and CEO of DoveHill Capital Management - a firm with more than $1.5 Billion in assets under management - as we explore the fascinating world of hospitality investment.
Join us as we dive into the unique advantages of investing in this asset class, the process of creating a new hotel from the ground up, and the importance of design, creativity, and food and beverage in the hospitality industry.
Jake shares his insights on how to create value for investors, the role of brands, and how vertical integration can provide a competitive edge. Don't miss this opportunity to learn from an expert as we uncover the secrets of successful hospitality investment!
Links:
- Follow Jake on LinkedIn
- Follow Jake on Twitter
- Listen to Jake's podcast, Masters of Moments
- Learn more about DoveHill Capital Management
- Visit the DoveHill Capital Management Website
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Are you ready to uncover the trends shaping the hospitality industry?
Join us as we chat with David Eisen, the editor-in-chief of Hotels Magazine, and explore the strength of segments like extended stay and hoteliers' strategies to break even in a post-pandemic world.
We're diving into the upcoming 2023 NYU International Hospitality Industry Investment Conference, discussing working with the media to gain coverage, as well as macroeconomic issues such as inflation and the role of private equity in the hospitality sector.
Discover the importance of staying ahead of the curve with investments and upgrades to remain competitive in this ever-changing industry. You won't want to miss this comprehensive look at the current state and future of the hospitality sector.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Get ready to unlock the power of storytelling in hospitality as we chat with Regitse Rosenvinge, a brand storyteller and communication consultant for hotels and hospitality brands.
We discuss how a compelling narrative can connect your business to your consumers in a more meaningful way and explore the importance of storytelling in the digital age.
Join us as we dive into various channels for sharing your story, from websites to podcasts and social media. Find out how to tap into the history and heritage of your property, and craft a narrative that resonates with your target audience. Don't miss this fascinating conversation, where we uncover the importance of storytelling in the hospitality industry and how it can help set your business apart from the crowd.
Reference links:
- Website
- Book: Storytelling for Hotels
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Ready to shake up your understanding of the hospitality beverage and food world? Join me as I sit down with Richard Garcia, the Senior Vice President of Remington Hospitality, to uncover the secret ingredients behind their innovative beverage and food program.
Discover why classic cocktails are still stealing the spotlight, and prepare to raise a glass to Richard's prediction for the next big cocktail trend - which he unveils in this episode.
But that's not all - we also dive deep into the world of low ABV and non-alcoholic options. Richard sheds light on the growing hype around non-alcoholic spirits and the importance of providing these choices for guests.
Together, we explore the data-driven decision-making process that goes into crafting a successful and profitable beverage and food program in hospitality.
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Reference: Conversation with Richard Valtr - "Hospitality is eating the world"
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Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Could hospitality be an effective way to steward capital for positive impact? Join us as we chat with Michael Hraba, partner at Waterford Hotels and Inns, who shares his experience in bringing iconic hotel projects in California to life. We explore the idea of hospitality as not only a rewarding career path but also a means to transform communities, promote sustainability, and create jobs.
Discover how capital can be used to enhance the world around us as Michael discusses the role of wealth in the hospitality industry.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
As Mental Health Awareness Month comes to a close, we want to share a heartfelt conversation with the inspiring Michael Hraba, Partner at Waterford Hotels and Inns and an experienced hospitality leader.
Michael emphasizes the importance of giving your team perspective and supporting their mental well-being in the workplace. He shares how focusing on positive experiences and interactions in hospitality can alleviate anxieties and insecurities that come with dealing with demanding customers.
Join us as Michael shares his personal journey of growth and understanding, and how life experiences have taught him valuable lessons about being present, intentional, and empathetic. Listen to how you can inspire and lead your team with a focus on perspective, empathy, and support for their mental health, ultimately creating a more positive and successful workplace environment. Don't miss this enlightening and empowering episode that will leave you feeling uplifted and ready to be a better leader for your team.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Could prioritizing mental health and wellness could actually make you a better leader and create a thriving work environment?
Our guest today, Matt Welle, CEO of Mews, a hospitality technology company, shares his personal journey with mental health and the innovative wellness initiatives he's implemented at his global organization.
Listen in as we discuss the importance of resilience in high-pressure environments, and how acknowledging mental health needs can lead to personal growth and success. Discover the impact of Wellness Wednesday, in-house mental awareness coaches, and Matt's own life decisions – like getting enough sleep and exercising daily – on his and his employees' well-being.
Don't miss this conversation if you're looking to create a healthier, more balanced work culture that encourages personal growth and success.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
I recently had the honor of speaking with Christopher Randall, a US Marine Corps veteran, police officer, and now the Director of Community Impact at the 21C Museum Hotel in St. Louis. Today on Memorial Day, it's essential to recognize not only those who have lost their lives serving in the armed forces but also the invaluable skills and experiences that veterans like Christopher bring to the table when transitioning to civilian life.
In this insightful conversation, Christopher shares his advice for organizations looking to hire veterans and emphasizes the incredible value they can bring to the private sector. Additionally, he encourages fellow veterans not to underestimate their worth and to take advantage of resources available through organizations like Team Red, White and Blue, Team Rubicon, and the Wounded Warrior Project. Don't miss this inspiring episode that sheds light on the unique strengths and experiences of our veterans and how we can better support them.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Ever find yourself inspired by the incredible things happening in the hospitality world but unsure if you can achieve the same in your own business? We've got just the person to talk you through this today - Craig Poole, President of Reading Hospitality and three-time Hilton Connie Award winner.
Join us as he shares his wisdom on driving change in the industry and empowering the people around you to achieve success. Craig's insights on leadership, doing the right thing, and stepping outside your comfort zone will leave you feeling ready to make a difference in your hotel and beyond. Don't miss this remarkable conversation with a true hospitality expert who believes in being the change you want to see.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Craig Poole is the President of Reading Hospitality, which owns and operates the DoubleTree Hotel in Reading, Pennsylvania. He's a three-time Hilton Connie Award winner and was recognized as General Manager of the Year by the American Hotel and Lodging Association. In today's episode, we discuss "second chance hiring," leading people, and cultivating a strong culture within your organization.
Watch the documentary: Lead me and I'll follow you
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Craig Poole is the President of Reading Hospitality, which owns and operates the DoubleTree Hotel in Reading, Pennsylvania. He's a three-time Hilton Connie Award winner and was recognized as General Manager of the Year by the American Hotel and Lodging Association. In today's episode, you're going to learn what inspired him to think about the power of hospitality in a new way.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Craig Poole is the President of Reading Hospitality, which owns and operates the DoubleTree Hotel in Reading, Pennsylvania. He's a three-time Hilton Connie Award winner and was recognized as General Manager of the Year by the American Hotel and Lodging Association. In today's episode, you're going to learn why he hired more than 200 people to run his 209-room hotel.
- Follow Craig on LinkedIn
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Craig Poole is the President of Reading Hospitality, which owns and operates the DoubleTree Hotel in Reading, Pennsylvania. He's a three-time Hilton Connie Award winner and was recognized as General Manager of the Year by the American Hotel and Lodging Association. In this episode, you'll learn both how Craig starts each day - and how he got started on the path to the business he runs today.
- Follow Craig on LinkedIn
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Today, we're learning from Paul Miller, CEO of Questex, and in our discussion, we cover:
- Background on the NYU International Hospitality Industry Investment Conference
- Why events matter now (2:26)
- What's changed post-pandemic in what we want from events (4:05)
- Trends and opportunities in events (4:57)
- Creating a "Coachella experience" in B2B events (7:37)
- The case for investing in hospitality (9:14)
To learn more about Paul Miller and his work:
- Follow Paul on LinkedIn
- Visit the Questex website
- Learn more about the NYU International Hospitality Industry Investment Conference
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Today, we're learning from Shelley Brown.
We've been talking about recruiting and hiring and engaging people in hospitality for years, but what's beneath all of that is creating a culture of belonging. The very best hospitality leaders I know focus on this because they know that if you welcome people to your teams well, and make them feel like they belong they will not only stay engaged and do their best work - but will help you recruit other talented people.
Shelley began her career in hospitality, and in this episode, you're going to hear the early experiences that shaped her view on all of this, the importance of belonging and psychological safety, the "belonging equation," the W.E.I.R.D. framework for creating a culture of belonging - and the importance of continually practicing and aligning around values that foster a culture of belonging.
- Learn more about Shelley's work on her website
- Read Shelley's book: Weird Girl Adventures from A to Z
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
This episode is sponsored by MDO's Night Auditor Appreciation Day.The Night Auditor plays a vital, yet often overlooked role in running a hotel. In this episode, Jason Freed and Eduardo Burkard from MDO discuss the range of responsibilities this role typically covers while working overnight: from checking people in to covering the kitchen to processing important data for every function of the hotel.
While the working hours and wide range of jobs to be done can be tough, this role is often where hotel leaders begin their careers, as it provides exposure to all areas of the business.
Jason, Eduardo, and the team at MDO are organizing a campaign to help us show appreciation for these critical members of the hospitality industry, and in this episode share ideas for celebrating and showing appreciation for the people working in this role.
Learn more at HotelHeros.org
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Hotel Management’s Voice of the Owner survey just came out and showed employee mental health is the #1 most-anticipated challenge for hotel owners and investors over the next 12 months.
Today, we’re learning from someone who has built a comprehensive employee benefits program to help address this:Dan Aswell, Senior Vice President of Total Rewards at Remington Hotels.
In this episode, you’re going to learn the demographic least likely to receive important mental health support, what Dan offered to address this, and how he and his team worked holistically to support mental health for the company's associates. You’re going to learn how they stay relevant with the benefits they offer broadly, and how they drive adoption and encourage positive change.
Regardless of where you work in the hospitality ecosystem. I think you’ll come away inspired on how to meaningfully support the people that make the hospitality industry possible.
Bonus: To learn more about what Dan built, read my feature article with him on HotelOperations.com: How Remington Hotels Designs and Delivers Benefits Packages for its Employees
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Imagine if you had the opportunity to work on a small team with one of the hospitality industry's most legendary leaders. What would you be looking for, and what would you take away from it?
Sara Osias is now Head of Experiences at Auberge Resorts Collection, but in this episode shares what stood out to her working with Chip Conley when they were both at Airbnb.
You're going to hear a leadership lesson that you can bring into your meetings today to level up your decision-making and make your culture stronger.
In case you missed them, be sure to listen to our other conversations with Sara:
- My journey to leading experience design
- How I design and deliver experiences for our guests
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
To empower your teams to do their best work and delight your guests, you need to inspire them. And that, of course, requires being inspired yourself. Today, you're going to hear how Sara Osias, Head of Experiences at Auberge Resorts Collection, thinks about this and does this.
In case you missed them, be sure to listen to our other conversations with Sara:
- My journey to leading experience design
- How I design and deliver experiences for our guests
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Our guest today is Alex Brown, Founder & President at CXN Travel and Recover Hospitality.
In this episode, you'll hear how to identify and address burnout, how to reenergize yourself, the importance of building resilience - and a couple of quick stories from Alex on experiences that he's had that guide the way that he thinks about mental health in hospitality today.
Connect and learn more about Alex:
- Recover Hospitality
- CXN Travel
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Our guest today is Alex Brown, Founder & President at CXN Travel and Recover Hospitality.
May is Mental Health Awareness Month, and there are few better to speak to both the challenges our industry faces and how to address them than Alex Brown, a hospitality management professional and hotel owner who transitioned to a career in substance use recovery support services.
In this episode, you're going to hear what Alex has learned about mental health and advice for owners, operators, and hospitality leaders that want to take care of themselves and their teams.
Connect and learn more about Alex:
- Recover Hospitality
- CXN Travel
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Today's guest is James Ferguson, Director of Culture at Wurzak Hotel Group.
LinkedIn is responsible for most of the things I've able to create for you here at Hospitality Daily. In the past week, our stories reached more than 50,000 people on LinkedIn alone - which blows my mind.
But it's not just me - time and again, I've heard from hoteliers that this social network plays a key part in their success and what they're building. One of those people is James Ferguson, Director of Culture at Wurzak Hotel Group. We met James on this show a few episodes ago, and as part of his focus on building and scaling organizational culture, there's a big PR and communications element to his work as well.
In this episode, you're going to learn how James uses LinkedIn, and what it does for him.
Learn more about James, his book, and his work at The Confetti Culture.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page
Want more on this topic? Read The Hotelier’s Ultimate Guide to Using LinkedIn to Attract Talent, Tell Your Story, And Create Opportunities
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
In today's episode, Sloan Dean, CEO of Remington Hotels, shares his experience of how ambition affected his relationships with colleagues earlier in his career.
Through executive coaching and feedback, he realized he needed to let go of ego and focus on empathy and vulnerability. By changing himself, he was able to achieve success, leading to his current role today as CEO of Remington Hotels.
His advice for us today: "If you want to change the world, change yourself."
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Christopher B. Randall is the Director of Community Impact at the 21c Museum Hotel St. Louis.
In this episode, you'll learn what his role covers, why community impact matters, and a few ways he engages people through programming and creating access. You're going to be inspired by ways you can engage and impact the community around you as well.
Follow Christopher on LinkedIn
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
In this episode, I recap some of my top takeaways from listening to Sam Altman talk about AI, ChatGPT, and the future of technology at the Stripe Sessions event in San Francisco.
For more on AI:
- Read my guide: AI for Hotels: A Guide to Artificial Intelligence for Hospitality Leaders
- Watch me and Chris Cano discuss the implications for hospitality providers
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Richard Valtr is co-founder of Mews, and in this episode, shares the big trend creating opportunities for our businesses - and our careers.
- Read Richard's blog post
- Follow Richard on LinkedIn
- Follow Richard on Twitter
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Today we're going hear from someone who oversees some of the most extraordinary experiences in hospitality today, Sara Osias.
Sara is Head of Experiences at Auberge Resorts Collection, and in this episode, you're going to hear about everything from a creative spin on nightly turndown service to an arts-focused adventure to Marfa, Texas that includes a private jet and carefully curated culinary experiences.
Experience is the key to standing out and making money in hospitality today. As we learned from Samantha Hardcastle in a prior episode, providing memorable experiences is not only vital for differentiating your brand and building loyalty, it's especially important today to make guests feel they're getting value for the money they're paying to stay at your properties and ensuring they return and tell others about you as well.
In this episode, you're going to learn how Sara's background working at technology companies guides her selection of the experiences they offer, the cultural trends driving demand for experience today, the importance of engaging all five senses - and most importantly, the step-by-step process Sara uses to design and deliver extraordinary experiences at Auberge Resorts.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Sara Osias is Head of Experiences at Auberge Resorts Collection.
In this episode, you'll learn how Sara draws inspiration from a diverse range of experiences along her own career journey - from camp counselor to teacher to an early member of Airbnb's hospitality team with Chip Conley - to lead experience design at Auberge Resorts today.
I want you to hear her story because it will show you how each of our career journeys - no matter how unconventional they are - can lead us to providing exceptional hospitality today.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Naureen Ahmed is the Founder of Inspiring Women in Hospitality, and in this episode, we discuss listening to (and amplifying) all stories - and why that matters.
Listen to Naureen's podcast here: Inspiring Women in Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Naureen Ahmed is the Founder of Inspiring Women in Hospitality, and in this episode, we discuss the gender imbalance in hospitality leadership, what Naureen is hearing from women in hospitality around the world, ways to address the imbalance, and how Naureen is doing this through Inspiring Women in Hospitality in its "Inspire Programme" - a peer-to-peer mentoring initiative.
Listen to the podcast: Inspiring Women in Hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Would you like to build a culture so strong it attracts talented people, keeps them engaged in doing their best work, and provides a way to scale success across your organization?
That's what James Ferguson is doing as the Director of Culture at Wurzak Hotel Group.
In today's episode, you'll learn about his unique role, how his career as a general manager informs his work today, how he approaches training and development, his "culture committee" concept, and what it's done for their company.
Learn more about James, his book, and his work at The Confetti Culture.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Veerle Donders is Concept & Brand Director at Zoku. In this episode, she shares why creativity matters more than ever today in hospitality - and how she helped bring it to life at Zoku.
Listen to our past episodes with Veerle:
- Business travel, "bleisure," and fighting loneliness
- Community is a verb
- The future of hospitality is more human
- What to look for in a career in hospitality
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Our guest today is Michael Pace, General Manager of the InterContinental Mark Hopkinsin San Francisco.
Michael is a very creative person and shared a ton of ways partnerships and collaborations can not only do good but create something fun and worth talking about when we spoke recently.
In today’s episode, he shares the stories of two very different collaborations he did - one with Porsche and the other to restore the bee colonies.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Michael Pace is the General Manager of the InterContinental Mark Hopkins, and in this episode, shares the story of how he co-created the "EarthCare" initiative at Kimpton Hotels earlier in his career - which quickly became one of the leading environmental programs in the hospitality industry.
Michael shares how they got started, what the program included, how they scaled it, and how to make the business case for sustainability.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Rafael Peña is a travel expert and contributing journalist for Travel Noire. In this episode, we talk about the best hospitality he's experienced, hotels vs short-term rentals, culture, storytelling and more.
See Rafael's work:
- Meet the Two Black Hoteliers Changing the Hospitality Industry
- NBA Star Reggie Bullock Purchases Private Island In Belize
- First Look At The Four Seasons Private Residence In Los Angeles
Connect with Rafael:
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Hospitality Daily isn't just a podcast! Every morning - Tuesday through Friday - I summarize the stories you need to know as a hospitality professional in a short email. Read today's issue and subscribe here.
If you like this podcast, you'll love Defining Hospitality - a podcast from my friend Dan Ryan. Check out his conversations with people like Chip Conley and Ashli Johnson.
Run a hotel? Then check out my website HotelOperations.com. Every Sunday evening, I send out an email with the latest stories and case studies for operators. Subscribe at hoteloperations.com/newsletter
Rob Dacey is a General Manager with Prospera Hospitality at the Hilton Garden Inn Pittsburgh Airport hotel. In this episode, he shares why he started using robotics and robots at his hotel, what they do, and what the results have been.
If you haven't done so already, also listen to our other episode with Rob: Serving the community also helps us reach our business goals
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Sloan Dean is the CEO of Remington Hotels. In this episode, he shares the story behind turning around the culture of the company and creating its "Where Passionate People Thrive" employer brand.
For more, read Sloan's article: Culture Creates Room To Thrive At Remington Hotels
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Veerle Donders is Concept & Brand Director at Zoku. In this episode, she shares what she saw through the pandemic, the benefits of working in hospitality - and what you should look for in a career in this industry.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Michael Hraba is Partner at Waterford Hotels & Inns. In this episode, he talks about what's happening with AI now, how it is impacting career planning and the opportunities he sees.
You can also read his article on this topic here on HotelOperations.com
Follow Michael on Twitter here and read his blog here.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Steven Moore is the CEO of Actabl, a software company that supports 90,000+ hospitality providers. In this episode, Steven shares his thoughts on finding meaning at work and getting perspective on the impact we can make in hospitality.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Veerle Donders is Concept & Brand Director at Zoku. In this episode, she shares her experience coming through Covid lockdowns and what she learned about the future of hospitality.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Veerle Donders is Concept & Brand Director at Zoku. In this episode, she shares what she's learned about community building and how to design for interaction.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Veerle Donders is Concept & Brand Director at Zoku. In this episode, she shares what she's observed about business travel - and the opportunity to provide hospitality to guests traveling on business.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Szilvia Olah is the founder of The Strengths Company and a former Learning & Talent Development leader at Accor and Jumeirah Group. In this episode, she shares the importance of designing the experiences for your new employees, and how she did this at one hotel.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Donte Johnson is the General Manager and Jason Bass is the Director of Culture and Impact at RevivalBaltimore - JDV hotel. In this episode, they talk about measuring the business impact of their investment in culture and programming, and how they think about ROI.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Jason Bass is the Director of Culture and Impact and Donte Johnson is the General Manager at RevivalBaltimore - JDV hotel.
In this episode, they talk about the opportunity hotels and hospitality businesses have to impact their communities for the better.
Read Jason's article: What is Impact Hospitality?
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Donte Johnson is the General Manager and Jason Bass is the Director of Culture and Impact at RevivalBaltimore - JDV hotel. In this episode, they talk about diversity, moving beyond buzzwords, and focusing on impact.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Donte Johnson is the General Manager and Jason Bass is the Director of Culture and Impact at RevivalBaltimore - JDV hotel. In this episode, they talk about what it takes to create a culture that's welcoming to the people working with you.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Donte Johnson is the General Manager and Jason Bass is the Director of Culture and Impact at RevivalBaltimore - JDV hotel. In this episode, they talk about what needs to change to attract and retain the right staff.
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Jason Bass is the Director of Culture and Impact at Hotel Revival. In this episode, he shares his definition of culture - both broadly and within an organization.
- Visit Jason's website
- Follow Jason on LinkedIn
- Follow Jason on Twitter
- Follow Jason on Instagram
- Listen to Jason and Revival GM Donte Johnson speak with Omari Head on the Next Gen in Lodging podcast
Photo credit: Hotel Revival
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
David Jones has more than 50 years of hospitality experience both working in the industry (Marriott, Shangri-La) in North America and Asia, as well as in academia, where he was a professor of hospitality management at leading universities.
In today's episode, David explains what he learned by taking a part-time job at the front desk of a local hotel.
- Follow David on LinkedIn
- View David's YouTube channel
Join the conversation on today's episode on the Hospitality Daily LinkedIn page.
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Your organizational culture is crucial for providing remarkable hospitality.
Eleanor Erickson is an experienced hotel general manager who now spends her time coaching and advising hotel companies on culture. In this episode, she explains how both owners and operators can invest in their culture.
- Follow Eleanor on LinkedIn
- Visit Eleanor's website
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Eleanor Erickson is an experienced hotel general manager who now spends her time coaching and advising hotel companies on culture. In this episode, she explains how a program at Hampton Inn helped them cultivate culture and create leaders in their organization.
- Follow Eleanor on LinkedIn
- Visit Eleanor's website
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Eleanor Erickson is an experienced hotel general manager who now spends her time coaching and advising hotel companies on culture.
- Follow Eleanor on LinkedIn
- Visit Eleanor's website
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
Join the conversation on the Hospitality Daily LinkedIn page.
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Ernie Tovar was one of the first 50 employees at WeWork and today is a community, hospitality, and operations lead in San Francisco. In this episode, Ernie shares what he learned about hospitality from his own career journey, and how he leads community. Regardless of what type of business you're in, there's something you can learn from this conversation.
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David Jones has more than 50 years of hospitality experience both working in the industry (Marriott, Shangri-La) in North America and Asia, as well as in academia, where he was a professor of hospitality management at leading universities.
In today's episode, David explains the role of AI, automation & technology in providing hospitality - plus what you should do now to prepare your organization and your career for what's ahead.
- Follow David on LinkedIn
- View David's YouTube channel
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David Jones has more than 50 years of hospitality experience both working in the industry (Marriott, Shangri-La) in North America and Asia, as well as in academia, where he was a professor of hospitality management at leading universities.
In today's episode, David explains the concept of a "modern elder" developed by Chip Conley and how it guides his coaching and mentoring today.
- Follow David on LinkedIn
- View David's YouTube channel
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Robin Moncrieffe is an experienced hotel sales professional as well as the co-host of the Don't Look Under the Bed podcast.
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Robin Moncrieffe is an experienced hotel sales professional as well as the co-host of the Don't Look Under the Bed podcast.
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Tamara Mims is the President & CEO of Four Sisters Inns. In this episode, she shares the big reason behind why she thinks the future should and will look a lot like the present.
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Niki Wade is an experienced hotel sales professional as well as the co-host of the Don't Look Under the Bed podcast. In this episode, she shares a story of how she impressed a group of hotel guests by paying attention to the details. What could this look like for you?
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Niki Wade is an experienced hotel sales professional as well as the co-host of the Don't Look Under the Bed podcast. In this episode, she shares what she's learned through working with colleagues in other departments.
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Travis McPherson is the Chief Operating Officer at Four Sisters Inns. In this episode, he shares how his organization hires around core values to ensure better service and a better employee experience.
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Tamara Mims is the President & CEO of Four Sisters Inns. In this episode, she shares how she thinks about balancing consistency across her portfolio with being unique and relevant in each location.
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Tamara Mims is the President & CEO of Four Sisters Inns. Whenever I stay at a Four Sisters property, I appreciate all the free amenities they provide and it increases my feeling of loyalty to the brand. In today's episode, Tamara explains why she does this.
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Tamara Mims, President & CEO of Four Sisters Inns, spent a week working in the kitchen of one of her properties because of a staffing shortage during the pandemic. In this episode, she shares what she learned through the process.
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Tamara Mims is the President & CEO of Four Sisters Inns. In this episode, she shares what she learned about guest relations working as marketing director and other roles on her journey to becoming CEO.
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Christian Lundén and his team at Nordic Choice Hotels in Sweden are looking at new opportunities to provide hospitality (and generate revenue) outside the walls of their hotels. Listen to how they're doing this in today's episode.
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I wanted to know what job seekers thought about working in hospitality, so I went to a career fair in San Francisco. Here's what I learned.
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Today Marlon Smith, General Manager of Hotel Enso, explains why he loves hospitality and engaging with his community.
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In this episode, Raul Moronta, CCO at Remington Hotels, explains the key to effective hospitality leadership in an increasingly technology-driven world.
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In this episode, Jeanne Hizon, Director of Sales, and Marlon Smith, General Manager at Kimpton's Hotel Enso in San Francisco, explain how they're engaging guests through community partnerships.
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- Learn more about Hotel Enso
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In this episode, Jeanne Hizon, Director of Sales at Kimpton's Hotel Enso in San Francisco, explains why focusing on your neighborhood not only unlocks opportunities for providing hospitality - but can help you grow.
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- Learn more about Hotel Enso
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Marlon Smith is the general manager of the new Hotel Enso from Kimpton Hotels in San Francisco. In this episode, he talks about the opportunity we have to represent our cities and neighborhoods, what exceptional hospitality looks like, and how to hire people to provide great hospitality.
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- Learn more about Hotel Enso
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Brian Proctor is a fun and insightful hotelier to follow on LinkedIn.
He was formerly an operations leader at Starwood, Evolution Hospitality and then BridgeStreet - where he was Chief Operating Officer - before he founded Leeds Hospitality Group.
In this episode, you'll hear what he's learned about getting the details right, as well as his recent hunt for the perfect hotel shower.
- Follow Brian on LinkedIn
- Listen to Brian's podcast, Tuesday's Thanks
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So many people with a fresh vision for hospitality get hung up on getting everything perfect and figured out before they do anything. They end up doing nothing and the world is worse off because of that.
That’s not Britt Morgan-Saks.
We heard from Britt earlier this week about what she learned about hospitality from NYC nightlife as well as her move to Florida.
Today, I want you to listen to how she tested her concept for The June by hosting an event in her own home for 150 people.
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Britt Morgan-Saks recently moved from New York to Florida to launch and scale The June, a soon-to-be-launched private members club designed to provide a more modern, inclusive experience of belonging in emerging gateway cities.
In today’s episode, Britt shares what this move taught her about providing hospitality.
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Britt Morgan-Saks is the founder of The June and started her career working for Amy Sacco, creator and owner of the legendary Bungalow 8 in New York.
In this episode, Britt explains what she learned from Amy and this experience - and how it can guide the way we think about providing hospitality today.
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David Sax is the author of The Future is Analog, and in this episode, we speak about what we can do to innovate today and prepare for the future.
I also encourage you to read the feature article: The future of hospitality is analog
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David Sax is the author of The Future is Analog, and in this episode, we speak about what his research on the future could mean for hospitality.
I also encourage you to read the feature article: The future of hospitality is analog
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What if you could help others - and reach business goals like employee recruiting and retention at the same time? On today’s episode of Hospitality Daily, I’m going to introduce you to someone who is doing just that: Rob Dacey, the general manager at the Hilton Garden Inn Pittsburgh Airport, a Prospera Hospitality property.
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Antonia Korosec is the General Manager of Resort Operations at The Boca Raton - a large property in Florida with five hotels and numerous outlets from fitness to entertainment to restaurants.
In today's episode, she explains what remarkable hospitality should look like for guests - but also for team members - and how this guides her leadership style.
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Eugenio Pirri is the Chief Operations and Culture Executive at Dorchester Collection. Today, he explains how their training academy came to be.
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- Learn more about the Dorchester Collection Academy
- Learn more about Dorchester Collection
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Eugenio Pirri is the Chief Operations and Culture Executive at Dorchester Collection. Today, he shares how the vision behind Dorchester's culture was developed.
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- Learn more about Dorchester Collection
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Eugenio Pirri is the Chief Operations and Culture Executive at Dorchester Collection. Today, he shares why he’s focused on culture - and what creates culture.
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- Learn more about Dorchester Collection
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Damon Lawrence started his career in hospitality as a front desk agent for the Donovan House, a Kimpton Hotel in Washington DC, before working at Ritz-Carlton, IHG, and Dusit International. After working in these roles, Damon started his own hotel development group, Homage Hospitality, as well as Unflagged Academy, a mentorship platform for the next generation of hospitality leaders.
Damon sees a lot of opportunities for creativity in independent hospitality today, and explains why in today's episode.
- Follow Damon on LinkedIn
- Homage Hospitality
- Unflagged Academy
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Damon Lawrence started his career in hospitality as a front desk agent for the Donovan House, a Kimpton Hotel in Washington DC, before working at Ritz-Carlton, IHG, and Dusit International. After working in these roles, Damon started his own hotel development group, Homage Hospitality, as well as Unflagged Academy, a mentorship platform for the next generation of hospitality leaders.
Damon believes the greatest barrier to entrepreneurship and hospitality is access to information, and that creating amazing hospitality experiences requires diverse perspectives. Today, he explains how he’s breaking down barriers and providing access to information to help others.
- Follow Damon on LinkedIn
- Homage Hospitality
- Unflagged Academy
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Damon Lawrence started his career in hospitality as a front desk agent for the Donovan House, a Kimpton Hotel in Washington DC, before working at Ritz-Carlton, IHG, and Dusit International. After working in these roles, Damon started his own hotel development group, Homage Hospitality, as well as Unflagged Academy, a mentorship platform for the next generation of hospitality leaders. Today, he shares what we might do to make working in hospitality more attractive to more people.
- Follow Damon on LinkedIn
- Homage Hospitality
- Unflagged Academy
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Eleanor Erickson was a general manager with Hampton Inn by Hilton for 20 years before focusing her time now on providing hospitality leaders with the tools they need to create more sustainable workplace cultures. A recent article in Time Magazine observed how travelers today are “fussier” than ever, and Eleanor has been working on a framework to empower hospitality providers in this environment. Today, she shares this with us.
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- Visit Eleanor's website
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Sherrie Carreno started her career with Marriott and worked her way up to become General Manager in that organization before moving to Aimbridge, the world’s largest management company, to open a new hotel in a historic building in downtown San Francisco. From there, she served as area manager in California and Utah before taking her current role as general manager at Wildhaven Sonoma - the top-rated glamping destination in the San Francisco Bay Area.
In this episode, she shares how mentoring others has been one of the most rewarding experiences across all of these roles in her career, and also what she’s learned about mentoring.
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Today Ken Barber, co-founder of Wildhaven, explains how he designed his top-rated glamping destination for interaction and community.
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- Learn more about Wildhaven
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Today Ken Barber, co-founder of Wildhaven, explains what he learned from his career in technology about creating experiences people love.
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- Learn more about Wildhaven
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Amy Salvago is the Director of Human Resources at Mr. C Beverly Hills, a Remington Hotel. Today, she joins us to talk about “Wellness Wednesdays,” something she leads to build camaraderie and promote wellness among her teams. Amy shares what started this idea, how she runs it, and advice she has for others.
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Eleanor Erickson was a general manager with Hampton Inn by Hilton for 20 years before focusing her time now on providing hospitality leaders with the tools they need to create more sustainable workplace cultures. Today she shares what she’s learned about hospitality leadership and developing what she calls “Team Experience Management.”
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- Visit Eleanor's website
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Scott Curran is the Chief Operating Officer of Reneson Hotels - which owns and operates hotels around California that are all in the top tier of guest satisfaction in their respective brands.
Today, he’s sharing with us how he connects with his teams on property as the top operations executive for the company to stay in touch with what’s going on and identify opportunities for improvement.
- Follow Scott on LinkedIn
- Feature story: Operating lessons from a top-rated hotel owner
- Technology must be easy: What Scott Curran has learned as Chief Operating Officer
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Jeremy Wells is the Managing Partner at Longitude°, a branding group that has helped companies like 21c Museum Hotels, SALT Hotels, and Real Hospitality Group showcase their unique approach to hospitality. He’s also the Managing Partner at Flyover Developments, a hospitality development, and investment group, through which he’s preparing to open his new hotel - The Ozarker Lodge - in Branson, Missouri the summer of 2023. Today, he shares the story of something he did that was a bit unusual - but helped his team rally around the brand they were developing for their hotel.
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Jeremy Wells is the Managing Partner at Longitude°, a branding group that has helped companies like 21c Museum Hotels, SALT Hotels, and Real Hospitality Group showcase their unique approach to hospitality. He’s also the Managing Partner at Flyover Developments, a hospitality development, and investment group, through which he’s preparing to open his new hotel - The Ozarker Lodge - in Branson, Missouri the summer of 2023. I’m obsessed right now with how collaborations can enable hospitality providers to offer unique offerings and experiences to their guests, and asked Jeremy how he’s thinking about this for his new hotel.
- Follow Jeremy on LinkedIn
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Eleanor Erickson was a general manager with Hampton Inn by Hilton for 20 years before focusing her time now on providing hospitality leaders with the tools they need to create more sustainable workplace cultures. Today, she shares a story from early in her career about a question that one of her mentors asked that's made a big impression on her ever since.
- Follow Eleanor on LinkedIn
- Visit Eleanor's website
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Eleanor Erickson was a general manager with Hampton Inn by Hilton for 22 years before focusing her time now on providing hospitality leaders with the tools they need to create more sustainable workplace cultures. Today, she explains why.
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- Visit Eleanor's website
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Thalia Manzo is the general manager of the Hilton Hampton Inn in Daly City, California - a Reneson Hotel. We met Thalia in a previous episode where she talked about building a team culture that earned great guest reviews and helped her become a TripAdvisor Traveler’s Choice winner this year. I wanted to bring her back as we kick off a new year because towards the end of our conversation she reflected back on her career journey and overcoming fear to step into areas of increased responsibility. Today, she has a message for all of us who have big dreams and goals for what we want to do.
Follow Thalia here on LinkedIn
Learn more about Reneson Hotels here
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Hans Pfister is the President of Cayuga Collection, and recently hosted an offsite leadership development event for his teams. One of his team members said they really appreciate how Cayuga thinks about mental health, so I asked Hans how he thinks about this - and an exercise they did at their offsite to promote mental health.
Read the blog post
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Hans Pfister, President of Cayuga Collection, recently hosted an offsite leadership development event for his teams, and in this episode explains how he planned and hosted the event to encourage sharing best practices.
- Read the blog post
- Follow Hans on LinkedIn
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Hans Pfister, President of Cayuga Collection, explains why he hosted an offsite leadership development event for his teams.
- Read the blog post (and see photos)
- Learn more about Cayuga Collection
- Follow Hans on LinkedIn here
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Sherrie Carreno, General Manager of Wildhaven in Sonoma, California, explains why she turns to nature to rejuvenate and renew as a hospitality leader.
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Today Ken Barber, co-founder of Wildhaven, explains the importance of nature in restoring ourselves - and the role it can play in providing hospitality to others.
- Follow Ken on LinkedIn here
- Learn more about Wildhaven
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In previous episodes, we’ve heard from Scott Curran, Chief Operating Officer of Reneson Hotels - which owns and operates hotels around California that are all in the top tier of guest satisfaction in their respective brands.
I wanted to understand more about the culture they’ve developed that earns these impressive guest reviews, so I drove down to Daly City - just south of San Francisco, to meet with Thalia Manzo, General Manager of the Hilton Hampton Inn.
Thalia has quickly progressed up the ranks of leadership within the organization to her current role as GM today, and I asked her about what she’s learned about creating a culture of providing great hospitality.
Listen to what she said in today’s episode.
Follow Thalia here on LinkedIn
Learn more about Reneson Hotels here
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Scott Curran is the Chief Operating Officer of Reneson Hotels - which owns and operates hotels around California that are all in the top tier of guest satisfaction in their respective brands.
Today, he’s sharing with us what he’s learned about supporting his teams on property.
👉 What practical steps can you take to take care of your teams?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Eleanor Erickson was a general manager with Hampton Inn by Hilton for 20 years before focusing her time now on providing hospitality leaders with the tools they need to create more sustainable workplace cultures.
I asked her what remarkable hospitality means to her and she told me it’s about creating a human connection in the ordinary moments that could be forgettable and making them memorable.
Today, Eleanor shares a story to illustrate this.
👉 What would it look like for you to take more time to talk with those around you and build connections?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Today we’re joined by Jeremy Wells, who is the Managing Partner at Longitude°, a branding group that has helped companies like 21c Museum Hotels, SALT Hotels, and Real Hospitality Group showcase their unique approach to hospitality.
I asked him why it seems so many hotels try to offer hospitality like the iconic Ace Hotel did (and does) - but so many miss the mark. While they have cool design and furniture, their lobbies sit empty and the vibe is off.
Listen to today’s episode to hear how we can move beyond a cookie-cutter approach and provide hospitality in a fresh way.
👉 How might research like Jeremy described increase the relevance of the way you provide hospitality?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Today I’m excited to introduce you to Jeremy Wells, who is the Managing Partner at Longitude°, a branding group that has helped companies like 21c Museum Hotels, SALT Hotels, and Real Hospitality Group showcase their unique approach to hospitality. He’s also the Managing Partner at Flyover Developments, a hospitality development and investment group, through which he’s preparing to open his new hotel - The Ozarker Lodge - in the summer of 2023.
Jeremy started his career in the technology industry, and today shares why he transitioned to hospitality. I want you to hear this because I want all of us to get better at communicating the advantages and opportunities of working in hospitality today.
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Richard Garcia joined us a few weeks ago to share the opportunities we have in F&B today, and it remains our most popular episode to date. So when he recently posted the story of a hotel up in Alaska that’s doing something for their community….
…I wanted to invite their leaders onto the show to talk about what they’re doing and what they’ve learned in the process.
Listen to Tracy Morgan, General Manager, and then Crandall Dyment, Chief Engineer, from the Sheraton Anchorage - a Remington hotel, talk about what they’re doing for their community this holiday - and why they’re doing it.
👉 What can you and your teams do to give to your community this holiday season?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Our guest today shared a photo and wrote an article you’ve probably seen on LinkedIn because it’s gone viral with more than 130,000 readers in a very short time.
The article was written by Maria Navarro, who has worked in food & beverage and events at various boutique hotels here in the US. In today’s episode, Maria explains what she shared in the article - and the big idea behind it.
👉 How has working in this business changed your perspective on the world?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Samantha Hardcastle is the founder of The Storied Experience, and yesterday she shared how we can uplevel the hospitality experiences we provide by infusing them with culture.
Today, she shares a story of what this looked like for her recently in a cooking class she took while traveling.
👉 What could you add to your guest experience that people wouldn’t expect - but would surprise and delight them?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Samantha Hardcastle is the founder of The Storied Experience, and today is sharing some practical advice on how we can uplevel the hospitality experiences we provide by infusing them with culture.
👉 How could you infuse your experiences with more culture?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Today we’re going to look at how we can better show hospitality to our teams, specifically our new team members.
Joining us to discuss this is Eduardo Burkard, who started his career in hospitality as a valet at the Ritz Carlton Atlanta before moving up in management at Hyatt and Sonesta properties.
Eduardo and I worked together a few years ago, and I asked him to rewind the clock to his first day working at the front desk of a hotel - and what he learned from that experience.
👉 How do you design the experience for your new team members for their first few minutes, the first hour, and the first day on the job?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Our guest today is Eduardo Burkard, who started his career in hospitality as a valet at the Ritz Carlton Atlanta before moving up in management at Hyatt and Sonesta properties.
Eduardo and I worked together a few years ago, and I wanted to get his take on some of the benefits of working in hospitality that he has experienced throughout his career.
I hope today’s episode makes you smile - and perhaps helps you communicate to others some of the overlooked benefits of working in our industry.
👉 What have you learned working in the hospitality industry?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.
Brian Proctor is an exceptional hospitality leader who held executive roles at Starwood, Evolution Hospitality, and BridgeStreet - where he was Chief Operating Officer - before founding Leeds Hospitality Group.
Today, he shares with us how he trained his team to handle a situation that could have turned confrontational - but instead, he would use it to inspire guest loyalty for life.
👉 How can you help your team provide better hospitality today by showing them how to diffuse situations like these and earn loyalty?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Today we’re going to hear from Samantha Hardcastle, founder of The Storied Experience, on why every great hospitality experience begins with a concept - and the one question you can ask yourself to refine your concept.
👉 What do you believe?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Samantha Hardcastle is the founder of The Storied Experience, a consulting agency that helps hospitality providers go beyond just putting heads in beds to become a destination for creating more enriching experiences. In today’s episode, she shares why you should consider investing in experience.
We’re at an interesting point in hospitality today. Demand is still sky-high in many markets, which means many hotels can charge more than they ever have. That’s great but it also means guest expectations are higher than ever. And to be frank, you can have the best furniture and design and service but there’s a limit to what all of that is worth.
Experience is the “X factor.”
Creating a differentiated experience for your guests allows you to charge much more - and for your guests to still feel they got a great deal. That’s true now, and it will remain true when the market isn’t as hot.
Experience will differentiate you, help you avoid being seen as a commodity, and give you pricing power regardless of market conditions.
👉 How are you investing in your guest experience?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Today is International Volunteer Day, and I want you to hear from one of the best leaders I know about what he’s learned from volunteering.
Today David Jurcak, President of Grand Hotel on Michigan’s Mackinac Island, shares:
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How he got started volunteering in his community
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Why he started volunteering
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What he learned from the people he worked for
👉 What have you learned from volunteering that shapes the way you provide hospitality today?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Joshua Schaeffer is the General Manager at Virgin Hotels Chicago. Yesterday, we heard about how he hosted a holiday celebration for his team. Today, we’re going to hear more broadly about the philosophy and culture they have that enabled that.
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The motto that drives them
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Why staff need to feel special
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How Joshua does this at his property
👉 How can you treat your team like rockstars?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Joshua Schaeffer is the General Manager at Virgin Hotels Chicago. Last week I saw some photos on LinkedIn of an event he hosted for his team and had to know more.
Today, he shares an experience he had earlier in his career that shaped how he thinks about providing events for his team - and then how he hosted a “Teamsgiving” last week.
👉 How about you - could you do something fun like this with your team this holiday season?
Hospitality Daily is brought to you this month by Sojern, whom I've been working with to help hospitality providers understand how to use data to better serve and communicate with their guests.
Download our research on how hotels are using data to drive revenue and build stronger relationships or watch our broadcast with Jacquelyn DiStasi at Wyndham on how they are doing this.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Scott Curran is the Chief Operating Officer of Reneson Hotels- an owner of branded and independent hotels here in California - as well as the co-founder of GuestEQ, a hotel operations technology platform.
These dual roles give him a unique perspective on how technology can improve operations and delight guests.
In today’s episode you’ll learn:
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The role of automation in hotel operations today
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What he’s seen as a hotel owner and operator
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Lessons from improving the hotel check-in process from his properties that host 8+ weddings each weekend
👉 How could you use the power of automation to make life easier for your guests - and your staff?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Scott Curran is the Chief Operating Officer of Reneson Hotels, an owner and operator of branded and independent hotels in California that are at the top of guest satisfaction charts.
We spoke recently about the power of technology to empower staff and delight guests - and Scott has a unique perspective as both a hotel company COO and the co-founder of GuestEQ, a hotel operations technology platform.
I asked him about how he achieved best-in-class guest satisfaction ratings at his hotels, and he told me about how they’ve digitized their operational workflow in a way that provides more visibility and accountability for everyone.
In today’s episode you’ll learn:
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The email he gets each morning
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What this provides him with
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The mutual accountability that comes from transparency
👉 How could you digitize operations to enable both management visibility and mutual accountability?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Scott Curran is the Chief Operating Officer of Reneson Hotels. Today, he’s sharing with us some of the challenges he’s seen with technology as a hotel owner and operator that he’s now addressing in his other role as co-founder of GuestEQ, a hotel operations technology platform.
In today’s episode you’ll learn:
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The biggest problem he’s seen with technology as a hotel operator
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Designing for ease of use
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The gold standard for technology usability
👉 How are you making technology easier for your teams to use?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
Subscribe to Hospitality Daily for a fresh new idea like this each morning.
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“Hotel staff are being pushed to the limit. Leaders need to not only show empathy but gratitude.”
Brian Proctor is an exceptional hospitality leader who held executive roles at Starwood, Evolution Hospitality, and BridgeStreet - where he was Chief Operating Officer - before founding Leeds Hospitality Group.
Brian is also the host of Tuesday's Thanks - a podcast that features people showing gratitude for those who made an impact on their careers.
This theme of thankfulness is top of mind as it is Thanksgiving week here in the US, and I asked Brian about the role of thankfulness in providing hospitality. Listen to today’s episode to hear his thoughts.
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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It’s Thanksgiving Day here in the US, and I know you might be one of those hospitality heroes on the front lines providing hospitality, so thank you.
David Jurcak is the President of Grand Hotel in Michigan. I had asked him how he maintains high morale among his teams, and what he told me was very fitting for today.
In today’s episode you’ll learn:
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How David’s mom shaped how he thinks about gratitude today
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A memorable experience early in his career as a front desk agent
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How to make a “thank you” more memorable and meaningful
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The gratitude program David uses at his hotel
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Creating a culture of gratitude
👉 How can you thank and recognize your team today?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Read David Jurcak’s full story here, or check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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“The fact that we are serving you is what makes your holiday happen.”
Tomorrow is Thanksgiving here in the US, and this week is typically one of the busiest travel weeks of the year.
Usually, on this show, we talk about how to provide hospitality but we're going to do something a bit different today that might either benefit you as a guest somewhere – or if you're working outside the industry understand what it's like to be providing hospitality on holidays like these.
Maria Navarro has worked on the front lines of food and beverage and recently wrote an article recently on this topic. In today’s episode, she shares her thoughts on what we can all keep in mind as both providers and recipients of hospitality during the holidays.
Read Maria’s article: What The Hospitality Industry Doesn’t Tell You About The Holiday Season
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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I’m always intrigued by unique hotel amenities because they are a small way to show remarkable hospitality and create something worth talking about.
In today’s episode, Richard Garcia, Senior Vice President of Food and Beverage at Remington Hotels, shares a simple amenity that stands out from his travels - and what made it so meaningful.
👉 What’s a creative amenity like this you can offer to surprise and delight your guests?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Read Richard Garcia’s full story here, or check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Richard Garcia is a veteran of the US Marine Corps, a star chef, and now, Senior Vice President of Food and Beverage at Remington Hotels.
Today, he shares with us:
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Why he will never cut corners on providing a great guest experience
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The tradeoffs he will make to ensure they don’t cut corners
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Guest experience expectations pre-pandemic vs today
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What providing a great guest experience can look like at various types of hotels
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Benefits of delighting your guests
👉 What changes might you need to make to ensure you don’t cut corners on the guest experience?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Read Richard Garcia’s full story here, or check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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When I spoke with Remington Hotels SVP of Food & Beverage Richard Garcia earlier this summer, he had just pulled up some stats before we talked.
“In the past few months, we’ve had over half a million visitors - and that’s a half a million opportunities I have.”
In today’s episode you’ll learn:
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What opportunities Richard sees in each of these touchpoints
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How the hotel industry has stripped away services that used to be offered on the rooms side of the business - and how F&B can make up the slack
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The opportunity with F&B in creating more touchpoints while on property
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Why “personalizing the guest experience” doesn’t have to be complicated (and one way to easily do this)
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How personalized service can increase through each class of hotels
👉 Question of the day: How are you using food & beverage as an opportunity to engage new guests and show hospitality to more people?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Read Richard Garcia’s full story here, or check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Susan Barry led sales and marketing teams at Starwood Hotels before founding Hive Marketing, where today she helps hotel brands, management companies, and owners refine their message and better communicate their value. One of the ways she does this is by investing in content creation, digital media, and storytelling both for her hotel clients and for her business as the host of the (excellent and entertaining) Top Floor podcast.
This show isn’t about marketing per se, but I wanted to share Susan’s experience because no great hospitality concept gets off the ground without someone selling the vision to investors, brands, management companies, and/or other participants.
So if you are a participant in the hospitality industry, you’ll want to hear her advice because the way you tell your story will affect your capacity to provide hospitality to the world.
👉 Question of the day: How are you investing in telling your story to other industry participants in a way that helps you serve more people?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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“We’re tuning into the future of work and how we can provide hospitality in this new environment”
- Elise Hofman
Today we’ll hear from Elise Hofman, who shares how Zoku, a hospitality brand based in the Netherlands, is taking advantage of the flexible working environment many companies now provide to provide hospitality in new and creative ways.
You can download the whitepaper she mentioned here.
👉 Question of the day: How could you help provide hospitality in this new era of distributed workforces?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Read the full feature story on Zoku here, and check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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“You might be new to a city, but you’re already going to have connections with us.”
- Elise Hofman
Elise Hofman is a manager at Zoku, a hospitality brand based in the Netherlands. Part of their brand mission is to fight loneliness and help their guests feel a part of the community.
I wanted to know specifically how they’re doing that, and Elise explains in today’s episode.
👉 Question of the day: What could you do to help your guests establish links to your community?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Read the full feature story on Zoku here, and check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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“A lot of people in our country are so burned out right now. I want to help them see what it’s like to have fun through providing hospitality.”
- Stan Kennedy
Stan Kennedy is the Chief Operating Officer of Remington Hotels, a management company with 120 hotels under management. In this episode, he shares why he’s focused on bringing the fun back to hospitality, and a fun challenge Remington introduced to help them do this.
As Adele Gutman pointed out before, hospitality staff have been in pain and there’s a real opportunity to show leadership in making work in this industry fun again.
👉 Question of the day: How could you bring some fun into your workplace today?
Hospitality Daily is brought to you by HotelOperations.com, which helps you empower your teams to delight guests and drive profits.
Read the full feature story on Stan Kennedy here, and check out the guide to using LinkedIn to attract talent and tell your story.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Clay Bassford, the founder of Bespoke Sound, is on a mission to help hospitality brands create exceptional experiences through what he calls “music identity design.” In today’s episode, he shares how he did this for Stanly Ranch, one of California’s best new resorts.
Listen to learn:
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The need for distinct identities throughout large properties
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Creating an overarching theme for the property
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The litmus test of great music design
-
How they used Spotify playlists to extend the brand experience (this was genius!)
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Music just might be one of the most underrated aspects of hospitality today. I don’t know about you, but it’s one of the first things I notice and sets the stage for my experience in a hotel or restaurant.
Today, I’m excited to introduce you to Clay Bassford, founder of Bespoke Sound, who is mission to help hospitality brands create exceptional experiences through world-class music design.
“It's one of our five senses, so as a hotelier being cognizant of how we can control the impact that sound has on our guests is huge.”
“Music can make people feel safe, connected, and part of a community or tribe. It has these really affirming qualities when done well. But if music is done wrong, it can do the opposite - it can make us feel anxious, alienated, and uncomfortable.”
What’s the soundtrack to the hospitality you provide?
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“Guests now realize they can have a pizza at their door in 20 minutes instead of the 45-minute wait for a delivery from one of the big guys.”
I love stories of people coming up with new ways of providing hospitality because they’re paying attention to guest needs.
This episode is brought to you by Shiji Group who connected me with Jason Kaminski, Regional Food and Beverage Director at American Liberty Hospitality in Texas.
Jason told me how he's launching his own in-house F&B brand after watching how guests kept ordering food using delivery apps. By observing this behavior - and understanding the capabilities he had in-house - he came up with a way to both meet guests’ needs and drive more revenue for his company.
Listen to today’s episode to learn what he did - or read the full case study here on HotelOperations.com.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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I asked Dylan Beaumont about a hotel that inspired him recently, and he said 11 Mirrors Design Hotel in Kyiv.
“If hospitality is about showing warmth, comfort, and a home away from home, they're doing it better than anyone else.”
“There is heroism in providing service when no one would expect you to do it.”
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Dylan Beaumont is a general manager at a hotel in Eugene, Oregon. I’ve followed him for a while on social media, and recently had the chance to speak with him about how he thinks about providing exceptional hospitality.
In his view, great hospitality is rooted in taking the time to interact with guests, listen to them, and influence their day.
Sounds great, right?
But I wanted to know more and asked him what gets in the way of providing hospitality like this.
“It could be anything going on in your life that you bring into work that day. You need to be able to let go of that. If you bring those concerns in, it's going to impact your guest interactions.”
For Dylan, his commute to work is a key time to be able to do this.
Listen to how he designs his commute and morning routine to set the right tone in today’s episode.
Then do yourself a favor and follow Dylan on LinkedIn here.
What does your morning routine look like?
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Yesterday, Adele Gutman shared the story about how her hotels topped guest satisfaction lists - and today she explains more about how to think about the guest review scores for your properties.
Hospitality Daily is brought to you by HotelOperations.com, which shows you how to empower your teams to deliver results. Check out the recent guide to using LinkedIn to attract talent, tell your story, and create opportunities.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Adele Gutman and her team at The Library Hotel Collection achieved some pretty extraordinary results:
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Their 4 hotels in NYC earned placement in the top 4 spots on TripAdvisor in a city with hundreds of exceptional hotels
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Their Aria Hotel in Budapest was the #1-rated hotel in the world on TripAdvisor in 2017, out of more than a million accommodations on the platform
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The Library Hotel Collection as a whole had the highest overall online review scores in the world according to a brand study by ReviewPro
How did they do it?
Adele shares the behind-the-scenes story in today’s episode.
Hospitality Daily is brought to you by HotelOperations.com, which shows you how to empower your teams to deliver results. Check out the recent guide to using LinkedIn to attract talent, tell your story, and create opportunities.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Remember this photo that went viral recently?
Part of the reason it went viral is the experience many feel in the hospitality industry of being burned out after years of stress.
Adele is on a mission to help hospitality providers get to the root of what’s causing this stress and turn the situation around.
In this episode, Adele shared her perspective on what it takes to create a culture where hospitality teams can thrive - and shares a story of what she learned about this from a recent hotel stay.
Hospitality Daily is brought to you by HotelOperations.com, which shows you how to empower your teams to deliver results. Check out the recent guide to using LinkedIn to attract talent, tell your story, and create opportunities.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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“Good isn’t good. Only great is good.”
That’s the message from Adele Gutman, who used to run sales, marketing, and revenue for The Library Collection in New York, and worked with owner Henry Kallan and their teams to achieve the incredible result of placing all 4 of their hotels in the top 4 spots of TripAdvisor’s list of hotels in New York City with the highest guest satisfaction.
In this episode, Adele shares:
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Why “good isn’t good - only great is good”
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The profitability of loyal guests
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What’s missing in too many hospitality experiences
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What defines a great brand in hospitality
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How one experience can ruin a brand’s reputation
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Her system for “reputation cultivation”
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The innovation trap
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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I’ve wanted to do something a little different here for a while, and today I’m excited to let you know we’re turning this into a daily email + podcast combo. Each day, we’ll be sharing one new idea you can put to work immediately to delight your staff, guests, and community.
Listen to the trailer above for some context on what you can expect from this moving forward.
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com-----
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Want more insights? Learn how to empower your teams to delight guests and drive profits at HotelOperations.com.