Mouna goes on to describe what motivated her to create her own company and she gives our listeners her perspective on tourism, destination development and guest governance development. We discuss why operational excellence is no longer the main driver behind guest loyalty and how intangible value must be cultivated if hospitality and tourism businesses want to thrive.

The discussion continues with the importance of family travel and the opportunities it can create for the hospitality and tourism fields.  Children who travel with their families will most likely become future clients and hotels and resorts that prioritise family travel experiences benefit from their engagement.

Finally, Mouna shares her thoughts on the future of hospitality and travel in an era of increasing personalization, technology, and changing traveler expectations.

Mouna Ennour is the Managing Director of YALTEN, a consulting firm specializing in guest experience, place attractiveness, and hospitality governance. Her work focuses on the intersection of hospitality, tourism, destination development, and service ecosystems. She advises hospitality organizations, destinations, and stakeholders on how to transform infrastructure, services, and visitor journeys into drivers of performance, reputation, and long-term intangible value.

Mouna is also the creator of Adam & Mia, an experiential brand developed at the intersection of hospitality, tourism, and family engagement.

Her areas of research and interest include the Experience Economy, intangible capital, tourism development, hospitality strategy, and emerging approaches to territorial structuring and destination attractiveness.

She is the author of two papers, “Tourism Through the Lens of Lived Experience” and “From Contemplative Hospitality to Structuring Hospitality,” which explore contemporary shifts in experience design, hospitality, and place development through the lens of sustainable value creation.

 Early in his career, Robert worked at Swissport, which enabled him to learn essential service and leadership skills that have helped him throughout his career and triggered his passion for travel and hospitality. 

 His move to Thomson Reuters, the multinational information corporation, as the Senior Vice-President of Sales and Services allowed him to hone his leadership skills and he brought these skills to JP Morgan Private Banking.  In 2021, Robert started his own company, Moomenti and he explains his reasons and motivation for moving into the Luxury Hotel Experiences sector.

 Robert also describes how the hospitality sector is an ever-changing landscape that is creating new avenues and why technology is at the forefront of this movement.  Robert’s broad experience allows him to evaluate and understand what travelers and guests are looking for and how to meet their growing expectations. Finally, Robert explains his bold decision to become an entrepreneur and what he has learned so far.

 Robert Recupero is an expert in organizational design, technology metrics, and user experience/customer experience (UX/CX). With an impressive career spanning senior leadership roles in banking, finance, and technology, Robert brings a wealth of knowledge and insight to his current endeavors.
 

As a former Managing Director at JP Morgan Private Bank and Senior Vice President at Thomson Reuters, Robert has demonstrated exceptional leadership in banking technology operations and high-end client service. His strategic vision and expertise have driven significant advancements in these areas, making him a respected figure in the industry.
 
 Following his tenure in banking and finance, Robert transitioned to a successful career as a Senior Independent Consultant. In this role, he advised numerous organizations on organizational design, IT leadership, and governance, helping them navigate complex challenges and achieve their strategic objectives.
 
 Currently, Robert is the founder and CEO of Moomenti, a high-end marketplace for booking luxury hotel experiences. Launched in Switzerland, Moomenti is now expanding to Asia, Latin America, and the United States, reflecting Robert's innovative approach and global vision.  Don’t hesitate to reach out to him should you want to know more about Moomenti. 

Together, they explore the idea of human innovation in hospitality: not innovation as technology alone, but as the design of places, cultures and leadership systems where people can think clearly, speak honestly, serve well and remain human under pressure.

Drawing on more than 30 years in the hospitality industry, as well as their current work in mental health, resilience, Logotherapy, Compassionate Inquiry and human-centred organisational design, Jay reflects on why wellbeing, psychological safety and values-based leadership can no longer be treated as “soft topics”. In an industry built on care, trust, welcome and emotional labour, these are not side issues. They are the foundations of performance, service quality, retention and long-term resilience.

Jay also shares the personal practice behind their work, including more than 1,000 cold-water swims. The image of Jay in a swim robe is not just a personal detail. It reflects a lived commitment to discipline, nervous-system regulation, ritual, resilience and the small daily choices that shape who we become.

The conversation also looks at leadership in a more anxious and polarised world. Jay and Crystal discuss why values matter most when they are tested, why psychological safety requires both compassion and clarity, and why hospitality leaders must become more emotionally, culturally and ethically intelligent if they want to build organisations where people can truly belong.

For hospitality professionals, students and alumni, this is a conversation about what the industry is really becoming: not only a business of hotels, travel, restaurants and experiences, but a human system that can either exhaust people or help them recover meaning, dignity, connection and possibility.

We ask Estelle to describe what it is like to manage a hotel in an iconic location like the Amalfi Coast and she explains what kind of clients the Anantara Convento di Amalfi Grand Hotel attracts.  We also discuss the selection and hiring process for a luxury hotel GM, gender equality in the Hospitality Industry and the increasing number of women who are filling GM positions.

We also discuss the importance of having a cool and calm demeanor in the face of crises such as terrorist attacks, union strikes or political instability and Estelle explains how she goes about managing these very difficult situations.  

Estelle Vassallo is a passionate hospitality leader with extensive background in all hotel areas, both on-property as well as regional. Being half-German, half-French, married to an Italian and having lived in 7 European countries, she considers herself a proud and multi-lingual European. She loves every aspect of the hotel life, especially team motivation and engagement, as well as delivering quality service to her guests, always keeping innovation and change as a priority. 

Estelle is very organized and has a strong orientation for results, with a lot of budgeting, forecasting and cost adjustment experience. Crisis management is one of her specialties, having had unfortunately to deal with many crises throughout her career, including various terrorist attacks, difficult union situations and strikes, and political instability.
 
In 2010, Estelle was the winner of Hospitality Career Award and she speaks five languages.
 
 
 
 

In this podcast, Celine talks about the competitions she has participated in and how, during her journey, she continues to grow beyond her limits, consciously steps out of her comfort zone, learns new languages, and gains valuable self-knowledge.

Celine has been working passionately in the hospitality industry since 2018 and has completed her apprenticeship as a certified Swiss chef. During her apprenticeship, she gained early insights into the world of culinary competitions and took part in numerous apprentice and cooking contests.

Among the most formative experiences was her participation in the Bocuse d’Or and the SwissSkills, through which she qualified for the EuroSkills competition in Gdansk, Poland and won first place. In this interview, Celine describes this unforgettable experience and praises her mentors and coaches for their unwavering support.  

During the recording of this interview, Celine was in China and had plans to visit and work South Korea and Japan.  Her passion and enthusiasm for the culinary arts is simply astounding and infectious for such a young woman.   

 We ask Andrra to describe her hospitality education and how it has helped her to succeed in the hospitality sector and she gives our listeners some insights on how to creatively and dynamically approach a successful management career.  Working in the luxury hotel sector gave Andrra the skills she needed to engage with demanding clients and to understand the importance of having a service-based approach to business.  

 In addition, Andrra understood early in her career the importance of technology and how to use it optimally. She also explains how she moved from a traditional hospitality role into a more technology-based position and the challenges she faced during this time.

 Finally, Andrra gives us her opinion of AI and how this new technology can improve the customer experience while underpinning her solid conviction that the human touch will always be appreciated and needed.

With a proven track record in academia and business development, Andrra is a dynamic force in the field. As the Business Development Manager at Lighthouse, Andrra drives growth by forging strategic partnerships and securing enterprise-level contracts. Based in Pristina, Kosovo, Andrra excels in remote environments, leveraging strong relationships with C-level executives to expand market reach and drive sales.

Previously, Andrra served as a Business & Sales Consultant for Everguest, where they pioneered entry market strategies and elevated client portfolios through innovative approaches to online reputation management. Prior to this, Andrra demonstrated exceptional leadership as the Front Office & Revenue Manager at Four Points by Sheraton, optimizing guest experiences and increasing satisfaction scores through Design Thinking methodologies.

With a background spanning pre-opening project management, client experience design, and sales, Andrra brings a wealth of expertise to every endeavor. From internships at neuvoo to roles at renowned hospitality establishments like Perry Lane Hotel and Penha Longa Resort, Andrra has consistently delivered outstanding results, earning accolades for her dedication and innovation. 

 Bodrum was once known as the ancient city of Halicarnassus and it is home to one of the seven ancient wonders of the world.  Scorpios Bodrum is set on a 70,000 square metres and Can explains to our listeners why their aim is to recreate a Greek agora – a place where thought is cultivated and the soul nourished by sublime surroundings, fresh food and inspired cultural programming. It is no wonder that Scorpios Bodrum is a high-end destination for travelers looking for authenticity and a world-class hospitality experience.

 In this podcast, we ask Can about his global experience and his mind-set.  He explains the importance of self-discipline and how his first experiences in the hospitality world, in particular in Food and Beverage, helped shape his approach to hospitality.  Can shares his views on how the industry has changed over the past ten years and the importance of creating unforgettable memories for guests.  Finally, we encourage Can to explain why wellness has become so important for guests and how these initiatives are balanced between ancient healing techniques and modern medical technology.  

 As a highly skilled and results-driven hospitality professional, Can offers extensive experience in managing food and beverage operations within luxury hotels and resorts. With a proven track record of delivering exceptional guest experiences and driving profitability, He is well-versed in overseeing all aspects of hotel operations, from leadership development and strategizing to staffing and financial analysis.
 
 Can’s global living and working exposure, spanning the USA, France, Switzerland, China, Kazakhstan and Turkey, has equipped him with a keen understanding of diverse cultures and business practices. Throughout his career, Can has delivered outstanding services to renowned luxury hotel brands, including EDITION, Ritz-Carlton Hotels, and The Peninsula Hotels.
 
 As a strategic and collaborative leader, Can excels at building high-performing teams and fostering a positive work culture. His ability to navigate complex challenges, adapt to evolving industry trends, and implement innovative solutions has consistently driven business growth and success. He is passionate about delivering exceptional guest experiences, driving revenue and operational excellence in the hospitality industry.

 Philippe’s role as General Manager of the Carlton Hotel in St.-Moritz Switzerland and the Grand Hotel Les Trois Rois in Basel allowed him realise the importance of transformational leadership.  In this episode, Philippe delves into what transformational leadership looks like and how the hospitality sector must encourage and support service excellence by inspiring and cultivating their employee experiences.

 We also ask Philippe to share his rich educational and career path and to comment on the current lack of qualified hospitality staff.   Philippe explains why hospitality education must continue to adapt if they want to inspire and prepare a new generation of hospitality employees.

 Finally, Philippe shares his thoughts on what makes a great GM and encourages young hoteliers to continue learning and pursue their dreams.

 Philippe Clarinval started his career in the United States and Asia with Shangri-La Hotels and Resorts. He is a luminary in the international luxury hospitality industry. He is renowned for his roles as the Managing Director of The Omnia Mountain Lodge, General Manager of the Carlton Hotel St. Moritz, and, most recently, the Grand Hotel Les Trois Rois in Basel. His transformational leadership is characterised by a steadfast commitment to service excellence, uncompromising engagement, inspiration, and the cultivation of a refined employee experience, making his hotels bastions of luxury.

 A solid academic foundation, with degrees from Ivy League Universities and Management Schools such as the Glion Institute of Higher Education, underpins Clarinval's journey in hospitality.

 His commitment to excellence has garnered industry accolades and recognition, affirming his status as a thought leader in hospitality. Beyond his professional endeavours, he contributes to the academic sphere, offering insights into leadership, service quality, and management. As such, he is the Vice Chairman of the Hoteliers Guild Academy of Hospitality Arts, a member and author of the Forbes Business Council and a former Board Member of Swiss Deluxe Hotels. His influence extends across other industries, inspiring professionals on executive boards and students alike.

 We ask Yenny about her childhood in Indonesia and she explains how and why she ended up studying hospitality management in Switzerland, first in Lucerne and then in Glion.  We ask Yenny about the years she spent living and studying in Switzerland and the special memories that she continues to cherish today.

 After finishing her Bachelor’s degree, Yenny moved back to Indonesia and worked in several Indonesian establishments such as the American Club in Jakarta along with other hotels and golf clubs.  In 2017, Yenny was named General Manager at Emeralda Golf Club and she continues to oversee the success of this famous golf destination.

 Finally, we ask Yenny about the day to day business of running a prestigious golf club and the skills needed to make sure that the clients have a memorable experience.

Yenny Tanudjaja is a seasoned hospitality and golf management professional with extensive experience leading one of Indonesia’s premier golf destinations, Emeralda Golf Club. As General Manager, she oversees all aspects of club operations — from strategic planning and member relations to financial performance and guest experience — ensuring that Emeralda maintains its reputation for excellence in service, sustainability, and course quality.

Under her leadership, the club has implemented modern operational systems, elevated service standards, and strengthened partnerships with corporate clients, tourism organizations, and golf associations. Yenny is recognized for her ability to balance operational efficiency with a personalized member experience, fostering a culture of teamwork and continuous improvement among her staff.

With a strong background in hospitality management, Yenny brings a strategic and customer-focused approach to every initiative. Her leadership continues to enhance Emeralda Golf Club’s position as a leading golf and lifestyle destination in the region.

In this podcast, we learn more about what it takes to be a MOF and how this competition is run. The title of Meilleur Ouvrier de France is a unique and prestigious award in France, according to different categories of trades in a contest among professionals. This competition is organized and recognized as a third-level degree by the French Ministry of Labour. The President of the French Republic is granted honorary membership with the title MOF honoris causa. The awarding of medals occurs at the Sorbonne, in Paris, during a large reunion followed by a ceremony at the Élysée in the presence of the President of the French Republic.

Claire goes on to explain that this award for special abilities is unique in the world. Created in 1924, this competition celebrated its 100-year anniversary this year in Lyon. Claire describes this historical event and why this competition continues to inspire young people. Today, by the diversity of specialities, the list of which is regularly updated, the MOF award has also been awarded to more modern trades and high technology fields.

Claire also describes the different competitions she has participated in including AICR and how she has gone from being a competitor to a judge and teacher. She explains her involvement in the AICR competitions and why she believes these events are relevant and important to promote Front Desk and Receptionist careers.

Finally, Claire talks to our listeners about balancing her career and personal life and she shares some insights into what it takes to have a successful career in hospitality.

As a former hospitality Executive, Salvador Elena Bosca describes his global career path and how his experience led him to join Twistic Digital. Currently based in the Canary Islands, Salvador answers our questions about Spanish hospitality and why Spain has become one of Europe’s favourite holiday destinations.  

50 Shades of Hospitality’s commitment to highlighting sustainability led us to Salvador’s company Twistic Digital because of their solutions for reducing food waste.  We ask Salvador to explain how his company’s digital solutions can reduce food waste and save money for restaurants and hotels.  Finally, we ask Salvador to explain the role of AI in improving the way hospitality businesses move forward and why hospitality executives need to anticipate the evolving role of digital solutions.

Salvador Elena Bosca has over 30 years of executive experience in the hospitality field and has worked in Bali, Indonesia and in his native country of Spain.  In 2024, Salvador joined the company Twistic Digital which offers digital solutions to the hospitality businesses including digital signage, customized software and solutions for food waste.  Twistic Digital merges technology and sustainability, offering digital solutions that drive business and respect the environment.

 Brandon in the founder of Abellcart LLC, a hospitality tech startup.  Abellcart’s first product in the self-driving luggage cart that is trying to profoundly impact productivity in lodging properties worldwide. These self-driving luggage carts can be used by staff and guests and they operate safely and reliably, reducing the risk of workplace accidents and creating a safer environment for hotel staff. 

 By creating affordable connected tools to reduce the physical labor necessary to work in the industry, Abellcart allows hotels to control labor costs, optimize scheduling and gives hotel staff the ability to focus on more important guest centric tasks.  ABELLCART is customizable to the operation it serves. It is designed to withstand frequent usage and heavy payloads, providing a faster alternative to the older model bell cart. Staff can regularly spend up to 8 hours a day handling loaded carts. The design is centered on their needs, enhancing safety and drivability to create a tool that prioritizes physical well-being. 

 Brandon Burnett is a hospitality veteran and has held various leadership roles within Marriott and Starwood across Hawaii, Florida, and New Orleans, gaining valuable insights into the operational needs of the industry.   Abellcart specializes in autonomous cargo delivery and is fundraising to bring its innovative autonomous luggage carts to hotels across the United States, aiming to enhance efficiency, reduce costs, and improve guest experiences in the hospitality industry.

Souji offers a flexible solution that combines sustainability, practical circular economy practices, and operational efficiency. The products are effective, environmentally friendly, and allow businesses to reduce cleaning supply costs, lower their carbon footprint, and ensure full and transparent waste traceability.

SOUJI’s on-site solution is designed for establishments that prioritize sustainability, as well as those located in remote areas or facing logistical challenges where home collection is costly or unfeasible. This includes islands, mountainous regions, or cruise ships. It enables the safe and immediate production of cleaning products for internal use, including multi-surface cleaner, dishwashing liquid, laundry detergent, and carpet cleaner.

The industrial model is designed for clients who prefer not to change their current operations. The used oil is collected as usual, processed at scale, and returned with finished cleaning products that are ready to use.

Sergio explains to our listeners that SOUJI also offers a hybrid model, ideal for companies that generate more oil than they consume. A portion is transformed on site, while the surplus is collected for industrial processing.

There are three key reasons why SOUJI is especially useful for hotels and restaurants:

· Cost efficiency: The resulting detergent is competitively priced compared to other high-quality professional cleaning products

· True and local circular economy: No need to transport or process used oil off-site, reducing emissions, costs, and administrative burden

· Brand enhancement: A visible and concrete sustainable action that can be proudly communicated

SOUJI (www.souji.es) also provides valuable operational advantages. The system is fully automated, easy to use, fast, safe, and hassle-free for staff.  SOUJI is particularly beneficial in environments with greater logistical challenges, such as cruise ships, where waste management is more complex and operational autonomy is crucial, as well as in rural areas, remote regions, and islands.

 He also shares his insight into key trends for management positions in the South East Asia region and what kind of profiles HR recruitment businesses are looking for.  Additionally, he describes how technology and digitalization have impacted the recruitment process for hospitality roles and provides valuable advice on how to navigate working in this region for young talents looking to expand their horizons.

 Victor Mogilev is a seasoned professional with over 15 years of experience in the travel and hospitality industry. Originally from Russia, Victor has immersed himself in diverse cultures, having lived and worked in Asia for more than a decade.

 A graduate in Hospitality Management from the esteemed Glion Institute of Higher Education, Victor's journey in the industry has been marked by significant contributions. He has held number of roles in the Corporate Office of a well-established regional hotel brand and spent several years with a leading Inbound Destination Management company in Asia.

 For the past 5 years, Victor has joined forces with a close friend and business partner, Garry Levin (another graduate of Glion Institute of Higher Education) to spearhead the development and growth of LHC International. This hospitality-focused executive search firm operates across Asia, Europe, and the Middle East, reflecting Victor's commitment to shaping the future of the industry through talent acquisition and strategic leadership. LHC International has established itself as one of the leading recruitment firms across the hospitality industry with offices in Berlin, Singapore, Bangkok and Palma de Mallorca.

We ask Chris pertinent questions about how and why he created Gold Key Media and what are its vision, values and objectives. Chris also discusses the decline of media advertising and how this is affecting current media outlets. He shares his impressions and predictions of how media outlets will continue to evolve and change.

Finally, Chris discusses his involvement with AICR and his personal ties to the hospitality industry and why young people should embrace careers in this ever-changing, ever-growing field.

Chris Horn began his career in the media industry back in 1991 when he joined America’s largest newspaper, USA Today as Circulation Manager for Europe, before going on to become Circulation Director Asia Pacific, based in Hong Kong.

He returned to the UK in 1996 to become Managing Director of Johnsons Inflight News, responsible for the distribution of international media to the world’s leading airlines, including global brands such as British Airways, Virgin Atlantic, Cathay Pacific and others.  Chris set up Gold Key Media in 2020. Using the same “one stop shop” media distribution solution he’d successfully provided to the airline industry, Chris’s vision was to create a similar business model for the hotel industry.

In his previous role at USA Today, Chris had established strong links with many of the world’s finest hotel concierges and had become an associate member of the prestigious and globally renowned Les Clefs d’Or, otherwise known as The Golden Keys Association. In his desire to forge a new working relationship with his new company, Chris asked the Golden Keys Association if he could call his new company Gold Key Media in recognition of the key role these individuals would play in the success of the new business.

Since those early days, Gold Key Media has thrived and evolved into becoming the world’s largest provider of media to the hotel industry. Supplying over 4,000 hotels globally with print and digital media solutions for their guests. Chris’s first publishing client was world renowned National Geographic magazine, and his first hotel clients were Le Manoir aux Quat’Saisons, Cliveden Hotel and The Waterside Inn. They all remain as clients today, 24 years later. A testament to the quality of service provided.

Gold Key Media is proudly associated with organisations such as The Master Inn Holders, The AICR Association, Institute of Hospitality and Chris is also a proud Ambassador for the industry charity, Hospitality Action.

In this podcast, Rosalin describes why dyslexic people are too often overlooked, stigmatised and not given the support they need and why they are often attracted to hands-on professions in the hospitality field.  She clearly explains how not only dyslexic but other neuro-divergent learners often excel in jobs that require problem solving, spatial awareness, visual thinking, creativity and empathy.  

 Rosalin Abigail Kyere-Nartey, is a global advocate for dyslexia, a hospitality consultant, and the Founder of the Africa Dyslexia Organization.

Diagnosed with dyslexia at age 30 after years of struggling through school, she turned her lived experience into a mission: to transform how Africa understands and supports learners with dyslexia and related learning differences.  Through ADO, she leads groundbreaking initiatives, teacher training, awareness campaigns, and policy advocacy that challenge stigma and promote multi-sensory learning across the continent. ADO’s programs span 30+ African countries and impact thousands of educators and learners.
 
As a global speaker, Rosalin engages audiences at international forums including UN platforms and global education summits highlighting the urgency of inclusive systems that leave no learner behind.
 Beyond advocacy, Rosalin serves as Lead Hospitality Consultant at iQ Mundo and is the Country Representative for the Swiss Education Group in Ghana, Liberia, and Sierra Leone. She brings 17+ years of hospitality experience and holds an MSc in International Hospitality Management.
 
Rosalin’s passion lies in building inclusive, equitable systems where every learner can thrive regardless of their learning style.
 
 

Michael walks us through the kinds of duties performed by a Chief Concierge and relates some anecdotes with the diplomacy and discretion that is expected of someone with his experience and position.  He also tells our listeners what it takes to be a great Concierge and how the position has evolved and changed over the years.

Finally, Michael tells us more about Les Clefs d’Or and his personal dedication to this prestigious association.

Michael Romei is currently the Chef Concierge at the Mandarin Oriental Hotel in New York City and is frequent guest speaker, lecturer and trainer in the hospitality industry. 

 Presidents, heads of state, celebrities, and tourists from around the world have sought out Michael Romei with requests that run the gamut from getting hot tickets to a sold-out show to staging an elaborate marriage proposal. You can often find him in his hotel lobby speaking Italian on the phone, chatting with guests in Spanish and making dinner reservations in French. 

Michael Romei is the insider's insider, knowing where to go and what to do in the far-flung corners of the world. Romei's frequent guests have often boasted that their favorite concierge in New York has set up a complete European vacation for them! In today's competitive luxury hotel market, that is an edge, indeed! 

Michael Romei is the former General Secretary of the prestigious international organization Les Clefs d'Or and served on their International Executive Committee for 10 years. Signified by the golden keys that they wear on their lapels. Les Clefs d'Or boasts approximately 4000 members working in 80 destinations most of whom have undergone rigorous training in the concierge profession, a lot of that training done by Romei himself. 

He has logged tens of thousands of miles each year conducting training sessions and seminars all around the world. Romei teaches the art of hospitality to all levels of hotel staff; from General Managers, to bellhops, to housekeepers, and of course, the concierges. He also spreads the word of just how invaluable concierges are to their hotels. Perhaps the GM of the Movenpick Hotel in Bangalore, India said it best, after one of Romei's training sessions: "The concierge is the face of the hotel. He is the one who interacts with the guests on a daily basis. So, it is vitally important to have an excellent and well-trained concierge team." 

Romei has a BA from Manhattanville College, Graduates Studies degree in International Business from NYU, a former faculty member of NYU's Continuing Education Hospitality Program.  Romei is founder of the “Creating Service Magic” Concierge-Customer Service Training Seminar.  He served 24 years as the Chef Concierge of The Waldorf Astoria and Waldorf Towers, prior to which he served 5 years as the Chef Concierge of the Boca Raton Resort & Club. He is Past President of the Southern Florida Concierge Association, Honorary Member of Les Clefs d’Or UICH International, Les Clefs d’Or USA, Les Clefs d’Or India and Les Clefs d’Or Maroc, and the New York City Association of Hotel Concierges.  

Filippo explains why quality lounge, athletic and leisure “slow fashion” wear made in Italy are a reference in the fashion world and therefore greatly appreciated by hotel and resort clients. Free from polyester or any other toxic substances, Back Label brings out the pureness of its natural fabrics through an unprecedented sensorial experience on the body.

Filippo’s dedication to running a sustainable and ethical company is discussed as well as his desire to keep his company in line with equitable principles.  Filippo explains that Back Label’s “purpose is to actively contribute to the creation of a sustainable economic system and business that regenerates society and the environment. We want our workplace to have a positive impact on our employees, the city and the environment around us, in the hope that other companies will join us on this virtuous path. Because the future is now. Unlock the Change.”

Filippo also describes the hotel retail niche and why his company chose this industry to market and sell their clothing line.  Given Filippo’s Italian background, he possesses a thorough comprehension of not only the culture of Italian craftmanship but also its market dynamics. 

Filippo Perricone was born in Bergamo in 1978. After completing his scientific studies, he earned a master's degree in Modern History and Philosophy. In 2004, upon finishing his studies, he moved to Hong Kong where he worked for two major companies in the textile industry. It was only in 2010 that he moved back to Bergamo with his wife Amy and founded Back Label. Together, they started the first offices and soon after, the first production chain. Before long, they were joined by a wonderful team of innovators. 

In 2016, Back Label began its exclusive journey dedicated to the Hospitality sector and gradually moved away from the mainstream fashion world. Since 2016, Filippo has remained firmly at the helm of Back Label, continuing to lead the company towards new innovations and successes in the Hospitality sector.

We ask Aryavir about Indian tourism and travel and how this has changed and evolved over the past twenty years.  Although India continues to attract many international travelers, it is clear that domestic travel has exploded and that demands and expectations have also evolved.  It is clear that Aryavir enjoys the fast-paced and demanding role of Managing Director and he is constantly on the lookout for how to improve customer satisfaction and to create new experiences for The Clarks clientele.

Finally, we ask Aryavir about what it takes to grow and manage a hotel chain that must constantly respond to changing trends.  He finishes by giving our younger listeners advice on what it takes to become a Managing Director of an established hotel chain.

Aryavir Kumar currently leads and manages one of the top hotel chains in India, The Clarks Hotels & Resorts. As the Managing Director, he oversees the operations and strategic direction of over 100 hotels in India and abroad, ensuring customer satisfaction, quality standards, and profitability.Aryavir holds a degree in Hospitality Administration from Glion Institute of Higher Education, one of the world's leading hospitality schools. 

Aryavir is also the Co-Founder of Oxypure Oxygen Bar, a unique wellness concept that offers pure oxygen therapy in a relaxing environment. He has a passion for creating memorable experiences for guests, partners, and employees, and has a strong background in event management and planning. Aryavir has organized and hosted several successful events, such as weddings, conferences, and concerts, for diverse and high-profile clients.

 Aryavir has multiple skills in hospitality, event management, and event planning. Along with hospitality and event management, Aryavir also has a professional golfing career.  He is driven by the mission of providing exceptional service, quality, and value to the hospitality sector, and he is always looking for new ways to innovate and grow. Aryavir values teamwork, diversity, and sustainability, and he believes that he can bring a unique perspective and experience to any organization that shares these values.

 Marie-Berengère also explains how her passion for hospitality was sparked, and how her hospitality studies in Switzerland set her on a successful career path.  She answers our questions about the evolution of women working in top hospitality management positions and why it has become easier for women to aspire to a General Manager position in hotels and resorts.

 Finally, Marie-Berengère shares some personal insights into working in the hospitality field and navigating a global career that requires and open mind and flexibility.  It is for this reason that she encourages young people to embrace this exciting and potentially global career path.

 Marie-Berengere Chapoton is a French citizen and is currently the General Manager at the Rosewood Hotel in Sao Paulo, Brazil.  She has more than 20 years of experience in the luxury hospitality industry. With a background in hotel management from a prestigious school in Switzerland and an MBA from IMHI Cornell-Essec Business School, she has managed hotel openings & repositioning projects across North & South America, Europe, Asia, and now in GCC with Sofitel, Fairmont & Raffles as well as Corporate exposure. With a global mindset, she fuses various cultures to provide unique customer experiences and her tenure at Raffles Bahrain is a testament to her dedication to excellence.

 In this podcast, we ask Edouard about his early career in Hotel launches, HR management and his first forays into entrepreneurship.  In 2023, Edouard founded Wandery, a tech-driven micro-hostel concept in Germany and in 2024, he decided to take his HR skills and go into recruitment, eventually creating a recruitment business specializing in Hospitality Tech.   

 We ask Edouard about hospitality technology and what it entails, what kind of jobs are available and what kind of people are good at this kind of career.  Edouard gives our listeners advice about how hospitality executives can improve their business by finding the right kind of people to handle their technology needs.  We also ask him how people who are interested in this particular niche, can improve their chances of finding a rewarding position.  Finally, Edouard gives our audience some advice on how young people, who may be interested in this field, can improve their chances of working in this field.

  Edouard Clark is a Hospitality Tech recruiter and founder of Wandery, a tech-driven micro-hostel.  He is uncannily good at connecting people, whether that’s finding the perfect hire, sourcing a hotel acquisition, or recommending a tech stack. Growing up between countries and cultures, he has evolved through a career built on grit, growth, and a little chaos.

 Khulan describes what tools are being used to engage and inspire the hospitality and tourism sectors and what areas are particularly challenging.  She also explains why it is important to reduce CO2 emissions before trying to compensate for them.  In addition, Khulan explains how being more sustainable supports employee engagement while giving her insights into the limitations that the hospitality and tourism sectors face.

Finally, Khulan explains why sustainability is so important and why the hospitality and tourism sectors should make it a priority.

 Khulan Berger is a sustainability leader and systems thinker - rooted in Mongolia, shaped in Singapore, and based in Switzerland. As Director of Development at Climate Bridges and Founder of Our Impact Mongolia, she drives cross-sector collaboration to advance climate action, inclusive leadership, and environmental stewardship. 

Khulan Berger is currently the Director of Development at CLIMATE BRIDGES and the Founder and President of OUR IMPACT MONGOLIA.  Previously, Khulan was the Regional Director at MYBLUEPLANET and the Swiss National Coordinator of  The Climate Reality Project Europe.   

With experience across Asia and Europe, she has led initiatives, built partnerships, and advised organizations at the intersection of climate, culture, and innovation. Currently pursuing an Executive DBA (PhD) in Geneva, Khulan blends engineering and business acumen to drive transformative change for a just and regenerative future.

Sara has worn many hats and has studied not only hospitality management but criminology and forensic science. She is the Founder of Sensory Academy Management, a holistic approach to hospitality management through coaching, care and leadership.  In this podcast Sara describes her in-depth knowledge of the hospitality industry and why she has followed different interests and paths throughout her career.  She also shares her experience as an AICR jury member and why these competitions are important.

As someone who has worked extensively in the Italian hospitality field, Sara also gives us her perspectives on Italian hospitality, how it differs from other countries and why Italy continues to be a top destination for travelers around the world.

Born in Egypt and raised in Italy, Sara has forged an impressive career in the luxury hospitality industry, culminating in her role as a Hotel Manager at prestigious establishments like Cavalieri and The Square Milano. With a degree in Tourism Science, Management, Culture, and Territory from IULM University in Milan, Sara started her career as a switchboard operator at Four Seasons Hotel Milan and quickly ascended through the ranks. 

Her deep insights into luxury and sensory experiences inspired her to found Italy's first Sensory Academy, blending operational skills with coaching, care, and leadership. Sara is also an author, having written a book detailing her significant experiences with workplace harassment. Additionally, she is a competitive beach volleyball player and a passionate advocate for leadership. Sara's mission is to build a network of professionals who can capture the essence of individuals and transform them into sensory talents capable of profoundly understanding their surroundings and their own inner awareness.

 Geoffrey also gives some very clear advice on how managers can improve organizational excellence and he shares some personal stories on how implementing discretionary effort has resulted in better staff morale, engagement and professionalism. “Over the past two decades, we experienced firsthand the influence an engaged team (led by engaged leadership) has on performance, job satisfaction, and ultimately the success of our program.”

 Geoffrey Toffetti is a hospitality industry veteran and the CEO of Frontline Performance Group, where he leads the charge in transforming frontline teams into powerful drivers of revenue and guest satisfaction. With over two decades of leadership experience across operations, customer experience, and strategic innovation, Geoffrey brings a uniquely practical lens to building high-performance cultures in hospitality, dining, and travel.

Having worked his way up from the front desk to the boardroom, Geoffrey has a deep understanding of what it takes to engage teams, elevate service, and drive consistent, measurable results. He’s passionate about bridging the gap between service and sales—helping organizations empower their frontline staff to create standout guest experiences that also move the bottom line. At FPG, he has guided the development of IN-Gauge, the company’s data-driven platform that brings 30 years of frontline performance expertise to life.

A trusted partner to global hospitality brands like Marriott, Hilton, and Hyatt, Geoffrey is now sharing the insights he’s gathered from decades in the field—helping business leaders rethink how they train, motivate, and mobilize their people at the point of service.

 In this podcast, Chantal explains the French “Arts de la Table” or how to prepare and present food following very strict guidelines and etiquette.  This tradition goes back to the time of Marie Antoinette, when the French nobility created extravagant table settings and service to impress their guests.

 For anyone who has had the pleasure of eating in a French gastronomic restaurant, this art can be described as a culinary ballet. "Arts de la Table" is a French custom of refinement, elegance and rigor regarding the dining experience and it is a unique way of approaching the presentation of a meal. Finally, it creates a particular ambiance and sets the tone for the entire dining experience.

 Chantal also describes the challenges she has faced in a hospitality field that is predominantly masculine.  With candour and passion, she takes our listeners on an exploration of the Maître d’Hôtel profession and describes why she followed this career path.  She also explains her desire to transmit the values of this important profession to younger generations so that the Arts de la Table does not become a lost art.

 After serving many years on the Board of Directors of the New York City Association of Hotel Concierges, at the time of his relocation to London Burak was serving as the youngest ever President of the association. In London, Burak worked as Head Concierge at South Place Hotel, Andaz Liverpool Street, The Westbury, and most recently at Hilton London Metropole before taking on the role in 2022 at The Royal Horseguards.

 In this podcast, Burak shares his professional insights, his motivations and why becoming a Les Clef d’Or Concierge continues to inspire young people working in hotels. Burak succinctly describes what a concierge does, the skills set necessary for successfully thriving in this profession and how technology has actually made his job easier.  

 With many awards under his belt, Burak also has been very active in the world of Concierge. He utilized the late 90s and early 00s serving on the Board of Directors of the New York City Association of Hotel Concierges in various roles from Membership Director to President. For the past decade, Burak has shifted his focus from the organisation's national to the international side. Other than serving as the General Secretary for the British section of Les Clefs d’Or for a couple of years, Burak also was elected to the role of International Assistant General Secretary in 2017 and continued on his journey as the General Secretary from 2019 for UICH Les Clefs d’Or.

 As an active Ambassador for Centrepoint, the charity that promotes career opportunities and accommodation for the young homeless, Burak also invests time working regularly with the US Charitable Trust encouraging underprivileged young people to choose the hospitality industry as a career path. 

 A lover of gastronomy, trivial knowledge and travel, Burak’s international destination knowledge and professional network are second to none. He loves expanding that knowledge and network both by virtue of sharing what he has to offer freely and happily with fellow Les Clefs d’Or members and young members of the community at every chance he gets.

Puneet also explains how India is preparing young people for the industry and what can be done to improve hospitality education and increase the number of qualified staff for the future.  We also ask him how he foresees the future of hospitality in India and the challenges that the industry will face in the coming years.

Puneet Baijal is currently the General Manager at the luxurious five-star Hyatt Regency Hotel in Ahmedabad, Gujrat India.  The Hotel has been and continues to host many Presidents, Prime Ministers and global state dignitaries.  With over 25 years in the hospitality industry, predominantly in the Middle East and India, Puneet has led diverse teams of up to 48 different nationalities to deliver successful business initiatives.  He helped to secure the Best Hotel of the year in 2017 and the Best Upcoming Hotel awards for the Hyatt Regency, Chandigarh in 2018.  

Puneet has repeatedly been recognised for exceptional performance: Leading F&B Director/Best GM - Hyatt, India; Best GM in Middle East - Hyatt, Doha, and Best GCC Business Leader - Roda Al Bustan, Dubai.  He has consistently achieved 95%+ in employee satisfaction scores and maintained the lowest staff attrition rate.
 
He has also been the Corporate Social Responsibility (CSR) committee leader, arranging outreach to NGO’s and underprivileged sectors of the community to share the hotel’s luxury features and offer employment opportunities.
 
 
 

We also ask Julia how she sees the relationship between the current industry needs and expectations and what hospitality management schools are offering and she explains how academics need to ensure that education truly reflects the modern hospitality landscape.

Julia shares her ideas on some of the most pressing challenges the hospitality sector is facing and how professionals can navigate these with confidence.  We also speak about revenue management, market disruptions and shifts in travel patterns and expectations.

Finally, Julia gives us some insight and advice to young people who are starting out in their hospitality careers or academic studies and reminds our listeners that it is still a very attractive and dynamic field to work in.

Julia Krebs is a Senior Lecturer and Bachelor Program Coordinator of 2 semesters at Les Roches Marbella Global Hospitality and Co-Founder of R.E.A.L. Consulting, based in Marbella, Spain, with over 15 years of international experience in the hospitality industry. Her career spans Europe, Africa, and Southeast Asia, where she has held key positions at prestigious hotels and resorts, such as Belmond Hotels, developing expertise in hospitality management and leadership. Julia is dedicated to educating the next generation of hoteliers for the past 6 years, leveraging her hands-on operational experience. Through her consulting work, she offers strategic advice to enhance revenue streams and operational efficiency while prioritizing guest experience.

Growing up, Amna always knew that she wanted to open a bakery, and by the time she was 12, she had already set her eyes on achieving this goal. She was determined to make her dream come true, and so she focused her education towards pursuing a career in the hospitality industry.  Amna was one of the first Saudi women to graduate from the prestigious Glion Institute of Higher Education in Switzerland, specializing in hospitality management (2010). She also received pastry training from Cordon Bleu in Paris (2013) and an MBA from IESE Business school (2019) to learn how to realize that dream.

Fast forward to 2020, and Amna has finally achieved her lifelong dream of opening her own bakery. Her passion for baking, coupled with her education in hospitality, has enabled her to create a unique and successful brand. She has since scaled her business, offering her customers delicious, fresh, and high-quality baked goods, while expanding her skillset in the field of culinary arts. In 2023, Amna launched 14 virtual brands across 7 cloud kitchens in a span of 10 months. Her inspiration comes from her grandfather, who instilled in her a love for cooking that has only grown stronger over the years. Amna is a true inspiration, a testimony of what hard work, determination, and passion can achieve.

We discuss the importance of communication skills and cultural intelligence and how she teaches the art of negotiation by focusing on these valuable skills.  Tatjana tells our listeners what it takes to become a successful negotiator and how the Harvard Method of Preparation provides key ideas on how to move forward at the negotiation table. 

Finally, Tatjana gives our listeners advice on how to deal with professional manipulation, and how to successfully negotiate career growth and salary increases.  She finishes the interview with suggestions on how young people can create a career path in negotiation and the kind of skills it takes to be successful.

Tatjana Kniazeva is a certified international negotiator, founder of Key2Success, and an expert in building meaningful relationships across cultures.  With over 20 years of experience in the travel and hospitality industry, she has worked for a leading international wholesale company, negotiating contracts with hotels across Europe and mastering the art of cross-cultural communication.

Through Key2Success, Tatjana helps professionals, especially those adapting to new countries and working in English as a second language to negotiate with confidence, present themselves with impact, and pitch their ideas effectively.

Having lived in London for over two decades and worked extensively with different countries, she brings a deeply international perspective and a true passion for human connection. Her mission is to empower people to own their voice, communicate their value, and speak up in any room, in any language.

Manrique Rodriguez recently became the General Manager of the JW Marriott Guanacaste in Costa Rica and he was the General Manager of the iconic Intercontinental Phoenicia in Beirut, Lebanon.  He has a strong background in hotel operations with over 30 years’ experience in different styles of hotels.  He has a highly motivational, people-orientated management style with a clear vision of hotel objectives.  

Manrique also talks about a tragic and unforgettable event – he was in the Phoenicia hotel on August 4, 2020 when the explosion at Beirut's port occurred.  It was one of the largest non-nuclear explosions in global history. The explosion sent shock waves through the city, killing at least 220 people, and wounding over 7,000.  In addition, there was extensive property damage all over Beirut and The Phoenicia hotel was forced to close due to extensive damage.  Manrique talks about this trying, challenging event that happened during the COVID pandemic.

Manrique has had a progressive hotel management career spanning more than 30 years within IHG Hotels & Resorts.  A truly global hotelier, he has worked as General Manager for IHG Hotels in the USA, Brazil, Australia, Spain and in Beirut, Lebanon at the Intercontinental Phoenicia.

We also ask Linus why he chose to follow a hospitality path and in particular, revenue management.  Linus also explains to our listeners how working in the US, The United Arab Emirates, Indonesia and Europe helped shape his ideas about hospitality and cultural intelligence.  He speaks about some of the highlights of his career and how he has continued to learn and evolve.

Finally, Linus speaks to us about how technology has rapidly become a major disruptor and crucial tool in Revenue and Optimization and how he sees the hospitality field evolving over the next few years.

Linus Fredberg is an accomplished Revenue Management leader with over a decade of experience driving profitability and strategic growth for globally recognized luxury hotel brands across Europe, Asia, and the Middle East. Currently overseeing revenue optimization for a portfolio of 34 properties under Sofitel, Sofitel Legend, MGallery, and Emblems across 15 countries, generating over USD 500 million in annual turnover.
 
 Linus has a proven track record in achieving top-line budget goals, improving RGI and ARI performance year-over-year, and increasing RMS coverage. He is skilled in implementing cutting-edge revenue systems like IDeaS G3 and fostering high-performing revenue management cultures across multi-property portfolios. Linus has successfully led pre-opening strategies for iconic properties such as Raffles London at The OWO.
 
 Linus’ expertise includes pricing strategy, market analysis, forecasting accuracy, and team leadership. He is passionate about leveraging data-driven insights and innovative technologies to shape the future of revenue management in the luxury hospitality sector.

Andrey gives our listeners some insight into how AI is revolutionizing the hospitality field and what to expect in the coming years.  Andrey assures our listeners that AI will never replace the “human touch” that so many customers value but instead will improve customer service and make travel and tourism more appealing.

Andrey is a versatile professional known for his determination and commitment to finding solutions. With a unique approach to problem-solving, he embraces challenges head-on, vowing to find answers when faced with uncertainty. Currently, Andrey serves as the Head of Business Growth at JetRockets.  In this role, he dedicates his efforts to elevating business processes, assisting clients in launching new projects, and contributing to the company's overall growth. 

His enthusiasm for his work is palpable, and he enjoys surrounding himself with like-minded tech enthusiasts. Andrey's professional journey has been marked by significant achievements and diverse experiences: 10 years in hospitality worldwide, English teaching in Vietnam, and Business Development in the Tech industry.

 The potential for increasing tourism in Cameroon is one of the reasons that Laurence is passionate about hospitality training in her country and she describes her entrepreneurial forays into the Cameroonian hospitality world.  

 Laurence Toudjui is an alumni of Glion Institute of Higher Education, Switzerland. She is also a certified etiquette coach and consultant from the British school of etiquette. She started her career in France and Switzerland in the hotel industry and then decided to go back to her motherland Cameroon where she worked both in and out of the hospitality industry. She is an expert in hospitality management, which has been her dream from her childhood. Laurence created AYS (At Your Service) a hospitality training center based in Douala, Cameroon.

We also discuss what it takes to work in event management and what to expect in this fast-paced, highly stressful environment.  Margaux talks about the importance of practical experience in event management education and how her two internships at Glion helped to shape her resolve to embrace a career in Sport and Event management.  In addition, Margaux shares her insights on how she is part of the “pivotal generation” and what that means and she insists on the importance of finding a healthy work/life balance in today’s quickly paced society.

Finally, we speak about her current position as the Glion Alumni Relations Manager and the importance of a strong Alumni Association. Margaux explains how former students can benefit from an association that has alumni in over 90 countries.  

Margaux Michel studied Events, Sports & Entertainment Management at Glion Institute of Higher Education in Switzerland and she lives on the shores of Lake Geneva in Lutry, near Lausanne, Switzerland.  She has lived in Switzerland for many years but she was born in Tokyo, Japan and raised in New Jersey, USA. Having moved around quite a bit strongly contributed to her vibrant and versatile personality. 

Margaux has always been athletic and very much appreciates any kind of outdoor sports.  You may run across her walking her golden retriever, Nugget, in the mountains, or doing some wake surfing on the lake, or strength training in her backyard! 

Two internships while studying at Glion helped Margaux decide on her career path and she has never really shifted away from events. She started her career in the marathon/triathlon/cycling industry and then worked in humanitarian events around the world with the International Committee of the Red Cross.  Margaux then returned to the world of sport and worked at UEFA for the EURO tournaments in 2020 and 2024. 

After the EURO tournaments and a yearlong experience organizing corporate & real estate events at UBS, Margaux decided to leave the corporate world and start her own business as a personal trainer, and boutique gym owner.  She is now back where she started, in Glion, as the Alumni Relations Manager.

 Alexandre’s specialty is luxury hotels and resorts, and in this podcast he describes this growing field and how it has evolved over the past 10 years and what the future holds for this niche.  He also discusses the current challenges that the hospitality field is facing and how it can adapt to an ever- changing environment. Finally, he gives advice on how hotels can better recruit, train and retain talent. 

 Alexandre Maia de Carvalho was born in Coimbra, Portugal in 1973, and today lives between Lisbon and the Algarve.  He is currently the General Manager of the Wyndham Grand Algarve, Portugal.  He has a strong commercial profile oriented towards luxury consortia, upscale travel agencies and luxury concierge companies.

 Alexandre also owns and operates a boutique hospitality consulting firm called MC Hospitality Advisors (www.mchospitalityadvisors.com) focused on helping private equity firms to find assets and start operating them in Portugal and luxury hotel openings.

 Alexandre holds a degree in International Hospitality Management from the Glion Hotel School, and a postgraduate degree in F&B Management from Cornell University. In recent years, he has invested heavily in online training in Asset Management, Portfolio Management and Private Equity. 

 Alexandre is very experienced in bridging solid foundations between hotel operations, management companies and private equity funds. Maximizing asset value by property repositioning and curating unique guest experiences: turning great hotels into iconic properties.

He has a strong track record leading hospitality focused projects, excels at design and is both a creative and strategic thinker.  Alexandre is an actual and former member of Tourism Boards in Lisbon, Cascais and Vilamoura.

 Scott begins this podcast by telling us how he eventually ended up in digital marketing, hospitality and tourism and he recounts an emotional story of why, after wanting to become a police officer, he changed his mind.  After working in banking for several years, Scott decided to take a holiday in Thailand and ended up staying there for over 11 years.  He created the first digital agency in Southeast Asia and for five years it was the largest in that region. I ask Scott to describe the challenges he faced when he made the decision to create and run a business in Thailand.

 When Scott finally sold his agency in Thailand, he spent the next 17 years moving around and living in the Philippines, Sri Lanka, Portugal, Spain, and the UK, building his personal brand and working with some of the world's most renowned hospitality brands.  Scott describes how digital marketing has evolved and changed over the years starting with the use of social media and now AI.  He firmly believes that AI will never replace hospitality jobs but rather expose the ones that should have evolved years ago.  Scott also explains how creative storytelling can improve and increase ROI.

Finally, Scott encourages hospitality leaders to embrace AI and to make tactical shifts in their daily procedures and future decisions.  Scott believes that young people in the hospitality field who are interested in marketing, should embrace this vibrant and thriving field.

Scott’s life was never meant to revolve around travel, marketing, or social media. His early path was set to follow in his father’s footsteps as a police officer. But life changed drastically when his father was killed in the line of duty in a plane crash, just three weeks before his high school graduation. That moment shifted everything for him.
 
Scott worked in investment banking for a decade, navigating a world of numbers and deals. When the firm sold, he decided to make a bold move and bought a two-week ticket to Thailand to visit a friend. That "two-week trip" turned into a life-changing adventure and he never used the return ticket.
 
While living in Bangkok, he founded the first digital agency in Southeast Asia, which quickly became the largest in the region for five years. Today, he travels full-time, and his mission is simple:
 Turning storytelling into ROI for the tourism and hospitality industry. From creating influencer campaigns to hosting Lifetime Television’s travel series "Video Globetrotter”, he combines decades of digital expertise with a passion for storytelling to help brands in the travel and hospitality space stand out in a crowded digital landscape.

In addition, Claudine shares her insights into how the hospitality field is evolving and why hospitality education needs to keep up with these changes.  Claudine also explains how young people can prepare for successful careers in hospitality and tourism.  

Claudine Thoma is a passionate teacher with a demonstrated history of working in the hospitality industry. She is currently a Hospitality Management lecturer at Hotel and Tourism School in Luxembourg along with being the Hotel Reception Expert for EuroSkills this year and WorldSkills next year in Lyon, France.

Claudine has an extensive background in hospitality and has worked in Rome, Brussels, and France.  She is skilled in Event Management & Commercial Management and has a strong operational experience with over 16 years of experience in luxury hospitality companies, but above all, she loves challenges! 

We also discuss entrepreneurship and start-ups, something that young graduates are often passionate and curious about.  But Krisztina is clear on this – not everyone is capable or has the adequate skills to move in this direction.  That is why Krisztina encourages young people to explore and discover all the different career paths available on the vast hospitality horizon.  Hospitality trends and innovations are moving constantly and Krisztina encourages her students to stay informed and imagine what the future of hospitality will look like.  Finally, we speak about finding the right balance between one’s personal and work life and the challenges that women face in the academic world today

Dr. Krisztina Soreg is a professor, economist and business analyst, holding a Ph.D. degree in Economics and Management Sciences from the University of Sopron, Hungary, as well as a graduate degree from the Budapest University of Technology and Economics with 9+ years of teaching experience. Since March 2022, she has been an integral part of Les Roches Marbella, where she delivers courses as Associate Professor on various subjects in Data Analytics, Economics and Entrepreneurship to undergraduate and postgraduate students, while also overseeing dissertation projects across a spectrum of topics.

Dr. Soreg's expertise extends to her role as a postdoctoral researcher in the field of Development Economics with 30+ published articles. With a rich academic background, she has contributed her knowledge and insights to numerous public and private universities, including the University of Malaga, University of Milton Friedman in Hungary, and the American College in Spain.

As part of the SPARK Innovation Sphere, Krisztina operates as a startup mentor supporting and coaching those eager to develop innovative and disruptive business ideas for the hospitality industry and beyond.

Presently, she holds a full-time faculty position at Les Roches Marbella and the General Education Pathway Coordinator role. Besides, Dr. Soreg is Visiting Professor at the Les Roches Crans-Montana campus in Switzerland, exemplifying her dedication to education and research within the global academic community.

Andrès Reyes Gjerme is currently the Hotel Manager and Revenue Manager at the Britannia Hotel in Trondheim, Norway, a five-star hotel member of the prestigious The Leading Hotels of The World (LHW),
 
 Andrès has a strong passion for the hospitality and luxury industry, most notably people!  With excellent communication and service skills and experience in international environments, he has an eye for details and knows how to focus on optimising operations and overall products.

Andrès has diverse experience in leadership as well as Room Division, Revenue Management, in-house sales, marketing, operational accounting and M&E Management.

Robin Salem, who works at a The Chapel Bar, a speakeasy in Vienna, Austria, is the first bartender that 50 Shades of Hospitality has interviewed for our podcast.  Robin explains to our audience how he went from working as a chef to becoming a barman.  

 The Chapel Bar offers over 30 signature cocktails and mocktails presented in a beautiful book offered to their guests. Robin explains to us how he and his team come up with the concepts and recipes.  We ask Robin about how this remarkable bar started, the kind of guests it attracts and how he handles the pressure of preparing signature cocktails that are not only delicious but served in very original ways.  

 Robin also explains how working at The Chapel Bar differs from other places he has worked and why he continues to be passionate about his chosen profession.

 Finally, Robin describes the pros and cons of working as a bartender and what kind of skills are needed for young people who are considering a career working in a bar.

 Robin Salem grew up and still lives near Vienna, Austria where he trained as a chef.  As a child, Robin remembers being fascinated by a very large bartending book that his father owned.  Little did he know that one day this book would become so important to him.  

 While attending school to become a chef, Robin also took bartending classes.  After working as a chef for seven years, he chose a different career path which eventually led him to create cocktails and entertain guests with his team at The Chapel Bar.  His hobbies include cooking, playing music, travelling and tennis.  

Christian also speaks to our audience about why Central and Eastern Europe have become such popular destinations.  Finally, he talks about hospitality education in Switzerland and how hospitality schools must continue to train and educate for an ever-changing hospitality reality. He also gives young people advice on how they can prepare for a career in hospitality development.

As Vice President of Development for Europe at Wyndham Hotels & Resorts, Christian Michel is responsible for leading the company’s growth strategy and execution in the region.  

Joining the company as Director of Development for Eastern Europe in 2004, Christian’s remit has expanded to more markets over the years, more recently to cover the whole European region. A 30-year industry veteran, Christian served various General Manager positions for recognised hotels brands in different countries, including Ramada by Wyndham, Swiss Inn and Mövenpick Hotels. 

Christian is a native Swiss and has lived and worked in the UAE, Egypt and Switzerland. He is multi-lingual and speaks French, English and German. He holds a bachelor degree in Catering Trade from the Hotel School in Lausanne, as well as a Swiss Confederation Certificate of Marketing.

Christian started his career as a professional chef for The Gstaad Palace and food remains one of his biggest passions, along with travelling.  

In this podcast, Judith discusses what it was like to compete for Best Receptionist and what she learned from the experience.  She also talks frankly about the position of hotel receptionist and the challenges young women can face in front office positions when they decide to have a family. 

Finally, Judith describes her new career path as a career coach and how her hospitality background has tied in with this new position.  She ends this podcast with advice and suggestions for young people getting into the hospitality field.

Judith Malavallon has a hospitality management background and worked several years as a hotel receptionist in Switzerland. In 2015 she won the Bucherer Trophy for Switzerland’s Best Receptionist and the contest gave her the ticket to the worldwide contest in Vienna, where she finished 2nd runner up. For several professional reasons, Judith left her position at the Beau Rivage Palace in Lausanne and decided to pursue a different challenge. 

She became a hospitality instructor at Glion Institute of Higher Education and this was where her passion for training and coaching was officially put into practice.  After a few years and a change in management she left hospitality education and did some coaching for a luxury car company to improve their service, especially at front desks and for after-sale service. 

Judith was recruited to work at EHL as a front desk instructor and she trained students in practice and in theory for front office and housekeeping operations. 

When Covid-19 arrived and changed everyone’s life, her priorities evolved and she realized that her professional situation no longer matched her personal family situation, vision and values.  She spent time self-reflecting about what professional field and job would fit with her new role as a mother and wife.  She did a skills assessment at Ingeus in Lausanne and in the end, she became an employment coach there.  Her daily tasks include coaching one-to-one with people looking for a job as well as giving workshops about various topics useful when in job search.  As she likes to remind us, what is essential is to have a work-life balance. 

In this podcast Egidio and Crystal are pleased to announce their future collaboration with Mauricio Schuler and his company, Schulering HUB.  

Schulering HUB, is all about passion for the hospitality industry, education, life-long learning and using strong networks to share information and inspire.  Their mission statement says it all: “To innovate and elevate the hospitality work and learning experience, making it more personalized, flexible, and transparent.”

50 Shades of Hospitality is dedicated to learning from industry players around the world. The podcasts are a series of interviews with international hospitality and tourism industry professionals. Guests are prompted to share their personal experiences, as well as analyse the current trends, technology and innovations.

 The goal of 50 Shades of Hospitality is to inspire people in the field and to encourage young people to join this exciting industry. We are committed to evaluating the current educational and training opportunities for industry professionals in the hopes of finding solutions to the challenges the industry is now facing. 

Egidio Marcato is from the Veneto region of Italy, has had a prestigious career in hospitality and hospitality education. Egidio studied hotel management in Abano Terme and received a Master in Business Administration from Endicott College in the US.
 
He has worked for over four decades to promote the profession of hotel receptionist and co-founded the Swiss AICR competition for best receptionist known as the Bucherer Trophy.  In 2015 he was appointed president of the jury for the David Campbell Trophy (world’s best receptionist award).
 
In recognition of his vast experience and expertise, SwissSkills appointed him Swiss expert/coach at WorldSkills and EuroSkills for the profession of hotel receptionist. In 2020, he founded his own company, the Swiss Hospitality Guild, a training centre for those wishing to excel in the art of hospitality.

Crystal Forest Cavin is a native of California and began working in the hospitality and tourism industries in 1973 in the San Francisco Bay Area.  She holds a Bachelor’s degree in History from San Francisco State University and a Master’s degree in Education and Educational Technology from the University of San Francisco.

 Since 1986 she has taught English and Geopolitics at several prestigious schools in Switzerland, including the Swiss Polytechnic University (EPFL), Glion Hospitality Management School (GIHE) and the Geneva Hotel School (Ecole Hôtelière de Genève).

In 2021, Crystal began coaching candidates for SwissSkills, EuroSkills and WorldSkills. She is also a judge for the SwissSkills Hotel Reception competition in Bern.  

João also speaks to our listeners about the importance of self-discovery, determination and resilience and how he was inspired to create a new project called "We Accelerate Prosperity" when COVID hit back in 2020.

João de Saldanha is a Portuguese adventurer thriving in the vibrant streets of London.  He has always had an entrepreneurial spirit and he took the leap into starting his own business at the age of 27. Throughout his journey, he experienced the thrill of success, but also faced the bitter taste of failure. Not once, but twice, his businesses failed, testing his resilience and determination.
 
 During those challenging times, he often daydreamed about a different path—a path where he could create a diverse investment portfolio that would provide him with a consistent income and occasional capital gains. The only problem was, he didn't know where to start or how to navigate this new territory.
 
 Thankfully, destiny intervened when a friend introduced him to a personal development program that resonated deeply with him. It was a moment of clarity and he realised that he had to embark on a journey of self-discovery, focusing on both his mindset and financial intelligence. He devoured books, watched enlightening videos, attended empowering conferences and seminars and sought guidance from coaches and mentors. With every step, he began constructing the blueprint for his dream—a portfolio of investments that would reward him with regular dividends.
 
 But he didn't want to keep this newfound knowledge and success to himself and he felt an overwhelming desire to share it with others.  Over the years, as he honed his skills and implemented effective strategies, he discovered his true calling—to empower and uplift others on their own financial journeys.
 
 Since 2012, he has been immersed in the world of business, investments and start-ups. Through his guidance, he has helped many individuals increase their wealth to over €1 million. Witnessing their transformations and witnessing their lives change for the better has been one of the most rewarding experiences of his life.

 Carmen walks us through the prestigious WorldSkills competition by describing the different tasks she had to perform and explains how she trained for these four, very intense days.   We question Carmen on how she trained and managed to stay focused under immense pressure and how these competitions demand both physical and mental preparation.   Carmen also describes the comradery that these competitions create and how being able to compete against young people from around the world was a reward in itself.

 By sharing some memorable moments and talking us through the past three years of intensive training, our listeners can better understand how becoming the World’s best receptionist demanded perseverance, confidence and a very strong network of support not only from her family, but also from the hotels that Carmen worked in during these competitions.  While working at the Baur au Lac, one of Zurich’s most luxurious hotels, Carmen received first-class job training and the staff were thrilled to learn that she had won gold in Lyon.

 Carmen Többen studied at the Schulhotel Regina in Interlaken, Switzerland and received a Swiss Federal certificate as a Hotel Communication Specialist and went on to work at hotels in Thun and in Zermatt.  In 2023 she joined the Baur au Lac in Zurich as a hotel receptionist and went on to become a Front Office Supervisor.  In September of this year, she will continue her education by starting a Bachelor Degree in Hotel Management at the Lucerne Hotel School.  

 For our oenology enthusiasts, Anselmo describes the kind of grapes and wines made at San Leonardo and gives a colorful historical background to this winery founded in 1724.  And for our history buffs, Anselmo shares some of the highlights of his great grandmother Gemma de Gresti’s war efforts to repatriate Italian soldiers during and after the First World War and to welcome and host the neediest during this tragic conflict. The International Red Cross awarded her the highest honor, the gold medal for humanitarian valor. 

 Born in Rome in 1978, Anselmo Guerrieri Gonzaga’s passions have always been linked to the countryside and animals.  He spent every summer on his family’s estate in Trentino surrounded by the vineyards and then in his grandmother's garden on the outskirts of Rome, La Landriana, where she had created a magical world with help from great landscape architects of the time. It is in these places that he refined his knowledge and love for nature.

After graduating in 2000 from John Cabot University in Rome with a degree in Business Administration, Anselmo traveled around trying to find out what his aspirations were. Destiny soon brought him back to San Leonardo family winery to support his father.  In fact, in the summer of 2001, he started working on the estate covering little by little all the roles from the simplest gradually to taking over the management of the company to which much of his attention and time still go.

 Anselmo considers being a wine producer a privilege, and he continues to pursue his father's vision focusing on quality and people with great passion, never forgetting, as their motto says, that "The Land is the soul of our work".

 In this podcast, Anselmo Anselmo Guerrieri Gonzaga shares the extraordinary history of his family owned winery, Tenuta San Leonardo, which is an estate of historical significance and an Italian wine producer in the Lagarina Valley in Trentino. It produces San Leonardo, a Bordeaux-style red wine which was described by the wine journalist, Jancis Robinson as "surely the most successful Bordeaux blend of northern Italy".

For our oenology enthusiasts, Anselmo describes the kind of grapes and wines made at San Leonardo and gives a colorful historical background to this winery founded in 1724.  And for our history buffs, Anselmo shares some of the highlights of his grandmother Emma de Gresti’s war efforts to repatriate Italian soldiers during and after the First World War and to welcome and host the neediest during this tragic conflict. The International Red Cross awarded her the highest honor, the gold medal for humanitarian valor. 

 Born in Rome in 1978, Anselmo Guerrieri Gonzaga’s passions have always been linked to the countryside and animals.  He spent every summer on his family’s estate in Trentino surrounded by the vineyards and then in his grandmother's garden on the outskirts of Rome, La Landriana, where she had created a magical world with help from great landscape architects of the time. It is in these places that he refined his knowledge and love for nature

 After graduating from John Cabot University in Rome with a degree in Business Administration in 2000, Anselmo traveled around trying to find out what his aspirations were. Destiny soon brought him back to San Leonardo family winery to support his father. In fact, in the summer of 2001, he started working on the estate covering little

 Both Byron and Philippe talk about their initial experiences with Mexican cuisine

Byron grew up in the Cupertino, California (Silicon Valley) surrounded by fruit orchards. Cupertino, before becoming the Apple Corp. headquarters, was a small village one hour south of San Francisco populated mostly by Italian and Mexican immigrants. There he was introduced early to the delicious tasty layers of ancestral Mexican cuisine. 

 Philippe discovered Mexican cuisine early on when he immigrated to the US and with Byron, they began to travel to Mexico to experience authentic Mexican cuisine in some “off the beaten paths”.  They recount one particular adventure that was harrowing but totally worth the long culinary road rarely taken.

 In this podcast, we speak about California’s Mexican heritage and how, even today, it is still possible to find authentic Mexican cuisine. Byron and Philippe also share their advice with our listeners on how to plan a culinary trip to Mexico and how there are still so many culinary destinations in Mexico to discover.

 Dr. Philippe Rey is the Executive Director of ACS in the Silicon Valley, California.  He first joined Adolescent Counseling Services in 1998 as Caravan House Program Director. After three years at Caravan, he became a member of the executive team as Associate Director and has now been the agency's Executive Director since 2004. 

 Philippe was born and raised in the French-speaking region of Switzerland and came to the United States in 1984 to attend the University of California at San Diego. In 1997, his doctorate in clinical psychology with a concentration in child and family therapy was conferred by Alliant International University in San Diego. Before pursuing graduate studies and a career in psychology, Philippe graduated from business school in Sion, Switzerland. 

Byron Westlund worked in technology and with the responsibilities of holding leadership positions, he was afforded the opportunity to travel the world for business. As an adventurous and curious person, Byron would explore the food scene everywhere he landed. With offices and staff he would visit, on an almost monthly basis, Grenoble, Lyon, Geneva, Mexico City, Tokyo and Singapore.  Byron would go out of his way to sample all local tastes and traditional dishes. 

 Upon his return home to Silicon Valley, he would spend hours recreating the flavors and structures of the dishes he so loved while out in the world. Underground Dining at Naglee Park was inevitable and for ten years, became Byron's retirement-from-technology job, but way more fun and creative. Byron always loves nothing more than welcoming friends and family to his table to share with them his passion and love for good, heart-warming, soul-lifting food and good times.

 With his husband Philippe, Byron operated an "Underground Dining" establishment for over 10 years, which served as a cultivation & fundraising vehicle for ACS.

Walter was born in Milan in 1981 to an Egyptian father and Italian mother, both of whom are restaurateurs. Known for his creative flair and self-taught culinary skills, Walter embarked on a transformative journey in 2008 when he traveled to Los Angeles and discovered his love for Latin American cuisine. This experience inspired him to establish his own restaurant, 'The Barbershop.'
 
 In 2016, Walter embarked on an enriching one-year culinary world tour, discovering the flavors of Barcelona, Ibiza, Moscow, Tulum, and ultimately Singapore. It was during this journey that he introduced his innovative pop-up restaurant concept, inspired by his experiences in Los Angeles.  After a brief stint in Dubai, he felt the need to find a permanent home, and in 2017, he came to Geneva.
 
 Taking up the position of Head Chef at the renowned 'Fiskebar' restaurant in the Hôtel de la Paix, Walter soon realized his vision went beyond culinary excellence. To prove his commitment to social issues, he founded his own restaurant, 'Le Cinquième Jour,' in Geneva. This unique establishment embraced a powerful concept of social inclusion – the kitchen brigade dedicated Saturdays to cooking for those in need, including disadvantaged individuals, refugees, the homeless, and vulnerable teenagers.  This concept continues with his new restaurant, Refettorio in Geneva.
 
 Driven by his unwavering dedication to both gastronomy and social impact, Walter established Fondazione Mater in 2020. As the founder and executive director, he continues to merge his culinary expertise with a strong sense of purpose, creating initiatives that make a positive difference in our society.

 In 2004, Ursula established People Skills Business.  People Skills Business partners with companies in the hospitality, tourism and leisure industry who are passionate about equipping and enabling their people to deliver great work and exceptional service to customers. Their mission is to put learning at the heart of the business by providing bespoke leadership and executive coaching programmes that are easily accessible to all and encourage a culture of continuous learning.

 Ursula comments on what makes a great hospitality leader, the role of women in the current hospitatliy field, the challenges facing hospitality in the future and how businesses can attract and retain young people by providing more learning and development and not shying away from hard truths.

 Ursula has led multi-cultural teams and managed large-scale projects across Europe, Middle East, Asia and North America. Her breadth of knowledge of Human Resources and the international service industry make her well equipped to work with senior management to help them recognise and solve key business issues.

 She has been recognised and won awards for her work with Maybourne Hotel Group, Mandarin Oriental Hotel Group and InterContinental Hotel Group from Personnel Today and World of Learning Awards.

 Ursula has a Masters in Human Resource Strategy from London Metropolitan University, a Diploma in Hotel Management and Business from Technological University Dublin and is a qualified Time to Think Coach. She is also highly experienced as a programme manager, designer, facilitator and presenter.

 To learn more about People Skills Business click here: https://www.peopleskillsbusiness.com and here: https://vimeo.com/739985876

 We ask pertinent questions about how management can invest in their teams and what are the benefits of doing so.  Tobias and Raad also give our listeners food for thought concerning the current hospitality challenges and why it is vital to attract new talents and make sure that the employment atmosphere is conducive to retention.  We discuss employee perks and benefits and how these should be clear and attractive for staff.  Tobias and Raad also give their insights into why some employees quit and how the hospitality industry should be attentive to this negative trend.

 Tobias Cornet is the Managing Director of The Right Balance and from the age of 14, Tobias worked in hotels and restaurants back home in Germany. After completing his degree in Hotel Management, he worked in Front Office roles for Hilton Hotels in Munich and Frankfurt. Moving to London, he was Front Office Manager at the Hilton Park Lane and then transitioned into a L&D role as Front of House Training Manager at The Dorchester. 

 Tobias then joined TSA as a Performance Consultant, where he trained and coached Front Office and Reservation teams on upselling and cross-selling in more than 100 hotels across 4 continents. After almost 10 years travelling and training, he decided it was time for a new approach towards upselling. ‘One size fits all’ simply no longer worked, sales training needed to be more tailored and the consulting more personalised. 

 He set up The Right Balance to help hotels in EAME across all their revenue generating departments to increase sales, enhance guest experiences and boost their team’s skills & motivation. As Managing Director, Tobias divides his time between looking after his team of Consultants, developing training programs, growing the business, and continues to deliver training to stay in touch with latest hotel trends. Tobias finds his right balance with cycling & Pilates and gets regularly involved in AICR events.

 Raad Masarwah is a Senior Consultant at The Right Balance.  Raad was born and raised in Jordan. After completing his studies in Hotel Management in Montreux, Switzerland, he went on to work in various Room Division & F&B positions for Le Méridien, InterContinental and Marriott, in Frankfurt, Berlin and Tampa Florida. He progressed with his career to Rooms Division Manager at the Kanuhura Maldives in 2013.

 In July 2014, Raad kicked off his Training and Consulting career at TSA Solutions. After 4 years of extensive traveling and training, Raad had a rare opportunity to take over a wine bar in Frankfurt. The wine bar was a success, and business was going well until the pandemic hit. The continued uncertainty in the industry was the catalyst for Raad to sell off the bar and go back to the vocation he enjoyed most, training and consulting. 

 Raad joined the Right Balance in 2021, enjoying the variety that this role provides, meeting and training amazing people from the hotel industry and getting to explore exciting destinations and savour the taste of new cultures. He also appreciates the work-life balance his job brings, enjoying long walks with his dog Bobby and training a youth football team.

Romania is home to historically rich architecture, jaw-dropping landscapes, and gorgeous cities. It’s less expensive than most European travel destinations, less crowded and it is considered one of the safest countries in Europe.  In 2019, over 13 million tourists visited Romania.  Razvan describes the growing appeal of Romania as a Central European destination and how the government and tourism boards should welcome and improve their hospitality and tourism offerings. As the former Secretary of State for Tourism, Foreign Trade & Investment, Razvan has an insider’s view of the challenges that Romania faces and gives our listeners his ideas on what direction Romania is headed.  

 Razvan also answers our questions about why Romania has become an appealing destination for many university students and how its renowned and exceptional academic standards have made it specifically attractive with regards to its Faculty of Medicine.  

 Finally, Razvan gives us his suggestions for improving hospitality education and training in Romania and how he believes synergies can be created to meet the current hospitality and tourism challenge.

 Razvan Pirjol is the current CEO of Turism Felix and Owner of Leading Choice - Global Hospitality Counsellors in Romania.  Razvan studied International Hospitality and Tourism Management at Glion Institute of Education in Switzerland and he has 30+ years of hands-on experience in international hospitality management with a focus on operations, education, training and quality management at both the corporate and entrepreneurial levels.  In addition, Razvan was the former Secretary of State for Tourism, Foreign Trade & InvestRomania at the Ministry of Economy, Romania.

Maxime also talks to us about his current job as a hospitality consultant and the Hospitality Insiders podcast producer and host.  We find out more about what motivated Maxime to create his hospitality podcast and why he thinks his podcasts can support and motivate hospitality professionals. Maxime also shares his ideas on the current French hospitality industry and the kinds of challenges it currently faces. For Maxime, service excellence and the use of cutting-edge technology are the keys to improving hospitality service. 

Maxime Blot is a recognized leader in the world of hospitality, renowned for his commitment to service excellence and his innovative approach to guest experience. With nearly two decades in the industry, he has mastered the art of hospitality, earning the prestigious title of Meilleur Ouvrier de France 2023 in the category of hotel reception—one of the highest distinctions in French craftsmanship.

As the founder of Hospitality Insiders, Maxime shares his expertise through consulting, training, coaching, and keynote speaking, helping professionals and businesses elevate their service standards. His deep understanding of guest expectations and operational efficiency makes him a sought-after expert for luxury hotels and high-end establishments.

He is also the voice behind the Hospitality Insiders Podcast, the first French podcast dedicated to service excellence, where he interviews industry leaders and shares insights on creating unforgettable guest experiences.

Passionate about craftsmanship in hospitality, Maxime embodies the idea that exceptional service is not just a profession—it’s an art. Whether advising hotel brands, coaching teams, or inspiring the next generation, his mission remains the same: to redefine excellence in hospitality, one guest at a time."

They were founded by 5 members a year ago and at the time of founding, three of its members were based in Switzerland while the other two are on the ground in South Africa. 

They work with local communities to identify their greatest needs and implement a 2-pronged approach by fixing the most urgent short-term needs and building sustainable models for the long term to get them to a point of being self-sustainable. 

Their self-sustainable model depends on what best suits a particular community. Swiss4Afrika has realised that these models need to have certain elements: 

1. Create an ability to generate income / provide resources to the community so they are not reliant on donations. 
2. Develops skills for members of the community that they can apply to contribute to their community well-being. These skills should be transferable so that it enables them to be employable outside of the community. 
3. Creates employment opportunities and experience building for members while they are living in the community. 

One of their communities is called Soli Deo Gloria Care Centre (Soli), based in Lydenburg. Swiss4Afrika formed an alliance with a global organisation called Meals on Wheels, a type of soup kitchen for the frail and poor in the area. With this alliance, they will be able to train people in kitchen skills and provide a much needed service to the local population.

Randel van Heerden, Director of Swiss4Afrika. 

Randel has volunteered in some interesting places around the world. In South Africa he volunteered as a policeman to assist investigations in crimes committed against children. Randel moved to the Philippines with his wife and volunteered to build a school for the poor on a garbage dump in Manila. 

With others, he assisted in delivering aid to affected people each time a typhoon blew through Manila.  In Guatemala he assisted an NGO called Constru Casa to build homes for the poor.  In the Ivory Coast, Randel headed up a team of volunteers who helped to renovate the Abidjan zoo. He was sponsored by the Swiss and German embassies as well as the Calao Foundation in Luxembourg, the San Diego Zoo in the USA and private donors. In 2022, Randel and his wife moved to Switzerland and started Swiss4Afrika.

Brigitte Lawler, Director of Swiss4Afrika. 

Brigitte Lawler is the founder of Legenda solutions-focused consultancy specializing in business growth, scaling tech companies and transforming business for the digital world. Having worked in more than 30 countries and lived in 4, Brigitte has developed a global perspective to business in different markets. Brigitte is able to draw on experience as a Global Transformation Manager across several business and functional areas, as well as adapting those skills and competencies in the world of Entrepreneurs and Start-Ups. As a founding member and director of a Non-Profit Organisation, Brigitte equally applies her expertise on organizational, process and people development in an effort to alleviate poverty. Key-note speaker and author. 

We discover how Evan leverages a unique blend of empathetic understanding and strategic acumen to guide and mentor leaders towards unlocking their true leadership potential and navigating challenges with confidence and poise. His remarkable insights and innovative approaches have earned him a stellar reputation as a transformative force in the field of leadership development.
 
Beyond his coaching prowess, Evan's entrepreneurial spirit has led him to establish a successful business that addresses critical leadership needs across various industries, leaving a lasting impact on numerous organizations globally. Moreover, his passion for education and sharing knowledge has driven him to assume the role of Adjunct Lecturer at the prestigious EU Business School-Geneva, where he imparts his wisdom and cutting-edge leadership principles to the next generation of business leaders.
 
Evan is not only an author, but a Learning and Development Manager with strong commercial experience, a strategic business consultant and a University adjunct lecturer at the EU Business School. With an unwavering commitment to excellence and an inspiring track record of driving positive change, Evan Tzivanakis continues to leave an indelible mark on the world of leadership and organizational development. His profound influence on individuals and businesses alike makes him an indispensable asset to those seeking to thrive in the face of adversity and uncertainty.

 In this podcast, Vanessa explains how she went from working at the Dolder Grand Hotel in Zurich, winning the AICR world’s best receptionist in 2010 and then onto Lebanon to learn Arabic.  From there, she moved back to Switzerland to pursue her studies in Social Sciences.  After finishing her Master’s degree and trying to gain a foothold in peacebuilding and development during the pandemic, she was thrilled to learn that she was chosen to work for the UNDP in Iraq.

 Vanessa’s credo of “embrace the chaos” has been useful while working in the hospitality field and most certainly in her current position as the Programme Officer of the UNDP Social Cohesion Team in Baghdad.  Iraq’s recent history has been marked by many devastating conflicts and much of the UNDP’s work revolves around working with international partners as well as the government of Iraq to rebuild destroyed infrastructure, bring back displaced people to their homes, and support in laying the foundation for development in the country.  “Social Cohesion work” includes all projects aiming to support people from different backgrounds to live together peacefully and to be accepting of each other.

 Vanessa describes how her hospitality career prepared her for her current profession.  She

describes some of the hospitality transferable skills such as customer care and service, interpersonal communication, teamwork, decision making and crisis management that are skills she can use in her daily development and peacebuilding work.

Mauricio’s focus is on independent hoteliers, who lack resources to keep pace with rapid changes. By creating the right space and bringing the right people together, he believes we can inspire, motivate and facilitate innovation and learning. 

Mauricio also describes how he came to create Schulering HUB, along with a podcast and You Tube Channel which features content dedicated to the hospitality industry.  He also discusses hospitality education and the importance of practical experience for young people entering the field.  

Mauricio elaborates on what he believes is necessary to revitalise the industry by addressing critical issues such as the “Silent Resignation” that has left the industry 48% below pre-pandemic levels, leadership shortcomings, poor work culture, lack of transparency in career progression and compensation, and the discrepancy between hospitality education and industry needs.

Finally, Mauricio gives our listeners his views on lifelong learning and shares some words of inspiration for young people embarking on a hospitality career path.

Mauricio Schüler is the founder of Schulering HUB, a platform dedicated to helping independent hoteliers design exceptional employee experiences. He also serves as Brand and Sales Manager at Casino Ambassador in Prague, while providing consulting support for innovation and digitalization at H&Hotels Group, his family’s hotel cluster.

Originally from Brazil, Mauricio’s career began with a degree in physical education before moving to Australia to study Commercial Cookery, where he worked alongside celebrity chef Miguel Maestro and later became head chef at an award-winning café. 

After a successful career change into sports business management, including leading Little Kickers to become the largest franchise worldwide, Mauricio returned to hospitality, focusing on digital marketing and brand development.

In 2022, Mauricio launched Schulering, alongside The Schulering HUB Podcast, which has been ranked in the top 40 Hospitality Podcasts globally. His Schulering Learning Journey project was also a finalist in the UN Tourism Startup Challenge in 2024.

Mauricio’s strengths lie in relationship-building, innovation, and motivating teams. Outside of work, he enjoys spending time with his 5-year-old daughter, bodyboarding, and trekking in nature. He lives by Simon Sinek’s philosophy: “The goal is not to be perfect in the end, the goal is to be better today.

Baking is Jacquy’s passion. He comes from a long lineage of family bakers. He started learning the craft like many do, at a young age in his father’s kitchen. This is where he learned that when you can make a beautiful croissant or a baguette, you bring joy and happiness to others.
 
 What drives Jacquy is not just to be the best at his craft, but also to share his passion with others. Twenty-five years ago, he co-founded The French Pastry School in Chicago with Chef Sébastien Canonne.  He is happy that all the pastry chefs they have trained can, in turn, bring joy and happiness to many more people.

More recently, they have taken their 25 years of instructional knowledge and have put it into an online, on-demand, educational format that allows both enthusiasts and professionals to build on their knowledge in Baking and Pastry Arts.  This is available through The Butter Book (www.thebutterbook.com) which offers an on demand online education as well as their partnership with Rouxbe (www.rouxbe.com) which offers a wide range of educational programs in Pastries and Breads. 

Brandon in the founder of Abellcart LLC, a hospitality tech startup.  Abellcart’s first product in the self-driving luggage cart that is trying to profoundly impact productivity in lodging properties worldwide. These self-driving luggage carts can be used by staff and guests and they operate safely and reliably, reducing the risk of workplace accidents and creating a safer environment for hotel staff. 

By creating affordable connected tools to reduce the physical labor necessary to work in the industry, Abellcart allows hotels to control labor costs, optimize scheduling and gives hotel staff the ability to focus on more important guest centric tasks.  ABELLCART is customizable to the operation it serves. It is designed to withstand frequent usage and heavy payloads, providing a faster alternative to the older model bell cart. Staff can regularly spend up to 8 hours a day handling loaded carts. The design is centered on their needs, enhancing safety and drivability to create a tool that prioritizes physical well-being. 

Brandon Burnett is a hospitality veteran and has held various leadership roles within Marriott and Starwood across Hawaii, Florida, and New Orleans, gaining valuable insights into the operational needs of the industry.   Abellcart specializes in autonomous cargo delivery and is fundraising to bring its innovative autonomous luggage carts to hotels across the United States, aiming to enhance efficiency, reduce costs, and improve guest experiences in the hospitality industry.

Aoife shares her personal stories as a host on Airbnb before she began working there and how the company’s mission and values won her over. It’s hard to think of a more quintessential story in disruption than Airbnb — the global platform that changed the way we think about staying in other people’s homes, which disrupted an incumbent industry. It pivoted and thrived during the pandemic and floated 3 years ago with a market cap of over $80bn. 

At Airbnb, Aoife pioneered and expanded regulations for home sharing and spearheaded cross-functional efforts that resulted in the implementation of some of the first ever home-sharing laws in the world. She shares some remarkable anecdotes with our listeners and describes some unforeseen experiences in meetings she had with city officials who were concerned with how Airbnb would change the local tourism scene. 

After 4 years as General Counsel EMEA, Aoife became a founding leader of Airbnb’s Experiences business, leading Business Affairs, Social Impact and Diversity & Inclusion. She also initiated, led and closed Airbnb’s largest global partnership, a 10-year landmark deal with the International Olympic Committee, which will drive economic empowerment opportunities for millions of hosts, athletes and local communities during the next 4 Olympic and Paralympic Games. 

She is an expert at navigating complex policy and risk for disruptive companies that are expanding globally and will share her take on what companies need to consider when they have to make difficult trade-offs between scale and risk. Aoife previously worked as European Legal Counsel at Apple and as Global Head of Commercial & Regulatory Affairs at Skype. During her time at Apple and at Skype, Aoife also saw huge growth and scale in her role including the launch of the iPod and the first partnership that enabled Skype on mobile. 

Aoife is an Advisor and Board Member in the USA and Europe, as well as an angel investor. She coaches entrepreneurs and founders, prioritizing female and minority founded companies.

As co-founder and leader of the Social Gastronomy Movement (SGM), Nicola connects communities globally to drive equitable and sustainable food systems. Her background includes pioneering solutions to combat food waste, advancing educational content for underserved communities, and consulting in the social enterprise space. 

The Social Gastronomy Movement cultivates connections, collaborations and partnerships that strengthen our individual and collective capacity to co-create an equitable future, inclusive society and healthy planet. SGM advocates for positive changes in local food systems so that together we move towards global progress creating a new ecosystem for change.

With experience at the World Economic Forum, TIME Magazine, and Gastromotiva, Nicola brings a unique multi-stakeholder approach to her work. With a Bachelor of Science in Hospitality Management, and an Entrepreneurship specialization from the Ecole hôtelière de Lausanne, a Masters in International Negotiation and Policy Making from the Graduate Institute, and an MBA with a specialization on social enterprises, her passion lies at the cross road of grass root activism and policy making, especially in fields of food, agriculture and education. 

Since 2016 she has started to work with innovative solutions to stop the vicious circle of food waste, such as a food surplus product line, online educational content for underprivileged communities and tech solutions to scale impact globally, involving the powerful convening power of chefs. 

Most of her career was in the development world, continuously focusing on solutions through a multi-stakeholder approach. She started her career at the World Economic Forum, working with Strategic Partnerships and later within the Latin American Centre for Regional Strategies, and has since worked for TIME Magazine, as the CEO of Brazilian social enterprise Gastromotiva  during the internationalization and expansion, as well acted as a consultant in a variety of areas. 

She sits on the board of social organizations such as Catalyst2030 in Holland and Mater Foundation in Switzerland, while actively coaching and supporting young women and social entrepreneurs around the world. Most recently she is also an entrepreneur in residence for the prestigious the Ecole hôtelière de Lausanne / EHL Group.

Nicola has become a motivational speaker and consultant at renowned organizations and events such as IADB, FAO Latam, WFP, WEF and SxSW among others.

In this podcast, Robert describes what a concierge does, why this position is still important for prestigious hotels and for their role in satisfying demanding client requests.  Robert explains the importance of having a strong network that can be relied upon when a request is particularly challenging.

Robert also gives our listeners an inside look into the International Clefs D’Or, (translated as The Golden Keys), a professional association of hotel concierges, with approximately 4000 members working in over 80 countries and 530 destinations, in literally every corner of the world.  In 2009, Robert became the President of this prestigious organization and he has served this organization in other positions such as the Treasurer and Delegate for Great Britain.

With roots dating back to 1929, Les Clefs d’Or was officially founded in France in 1952 as a not-for-profit organisation based on two pillars: Service and Friendship. Before earning the right to wear the golden keys, those who aspire to become a member must have several years of experience as a hotel concierge, pass comprehensive testing and prove, beyond doubt, their ability to deliver highest quality of service.

Joining the Willard InterContinental Washington in February of 2006, Chef Concierge Robert Watson brings to the DC landmark hotel over 48 years of Concierge service experience accrued from working in properties all over the world. 

Prior to this, Robert has held Chef Concierge positions at the Grosvenor House Hotel, the Park Hyatt Carlton Tower, and the MayFair InterContinental Hotel in London England.  He has also held this prestigious position at the Hotel InterContinental in Luxembourg, the Cape Sun InterContinental Hotel in Cape Town, the InterContinental Sandton Sun Hotel in Johannesburg both in South Africa where he aided in the hotel’s opening.  His duties during this time included creating hotel policy and procedure as well as the development of their training manual for all concierges, porters, doormen and drivers. 

In 2009, Robert became International President of Les Clefs d’Or.  Robert has also held the positions of International Delegate for the Golden Keys of Great Britain and Treasurer of the Golden Keys of Great Britain in addition to being a member for over 40 years.  He is currently an active member of the Les Clefs d’Or, USA.

Fluent in four languages, including Spanish, French and Italian, Robert’s international perspective began during his childhood where he was raised in both Uruguay and Costa Rica, and attended a French school before settling back in the United Kingdom to begin his illustrious career.  Now based in Washington DC with his wife Paula and son Brooks, Robert Watson offers each guest an in-depth knowledge of Washington DC with a professional and pleasant demeanor.

We ask Estelle to describe what it is like to manage a hotel in an iconic location like the Amalfi Coast and she explains what kind of clients the Anantara Convento di Amalfi Grand Hotel attracts.  We also discuss the selection and hiring process for a luxury hotel GM, gender equality in the Hospitality Industry and the increasing number of women who are filling GM positions.

We also discuss the importance of having a cool and calm demeanor in the face of crises such as terrorist attacks, union strikes or political instability and Estelle explains how she goes about managing these very difficult situations.  

Estelle Vassallo is a passionate hospitality leader with extensive background in all hotel areas, both on-property as well as regional. Being half-German, half-French, married to an Italian and having lived in 7 European countries, she considers herself a proud and multi-lingual European. She loves every aspect of the hotel life, especially team motivation and engagement, as well as delivering quality service to her guests, always keeping innovation and change as a priority. 

Estelle is very organized and has a strong orientation for results, with a lot of budgeting, forecasting and cost adjustment experience. Crisis management is one of her specialties, having had unfortunately to deal with many crises throughout her career, including various terrorist attacks, difficult union situations and strikes, and political instability.
 
 

In 2010, Estelle was the winner of Hospitality Career Award and she speaks five languages.
 
 
 
 

While working at the Connaught, Claude met actors, royalty, celebrities and politicians and he describes some of his most memorable moments.  He tells our listeners why the Connaught was unique and highly appreciated by its guests.  

After the Connaught, Claude moved on to the London Ritz where he continued his Food and Beverage career there until 1991.  It was Mr. Julian Payne, the former manager at the London Ritz and a much-appreciated mentor, who introduced Claude to the London private club scene and gave him the opportunity to start working for them.

Claude shares his hospitality acumen, his values and why he hasn’t considered retirement as of yet.  As a Frenchman living in England for many years, Claude tells us why he appreciates London and why he decided to come back from France after working eight years at the Château de la Pioline in Aix en Provence.  Claude also tells us why it’s no longer easy to find experienced and dedicated staff and how he has seen the hospitality field struggle, change and evolve.

We also ask Claude to share his ideas on how the private club niche is just one of the many places young people can aspire to work and what skills are needed for this kind of employment.

Finally, Claude talks about how 5 Hertford Street Private Club welcomed guests as part of the Coronation of Charles celebration in May of this year.  Understanding royal protocol is just one of the many reasons  why Claude is a very popular, admired and treasured hospitality expert.

In this podcast, we learn more about what it takes to be a MOF and how this competition is run. The title of Meilleur Ouvrier de France is a unique and prestigious award in France, according to different categories of trades in a contest among professionals. This competition is organized and recognized as a third-level degree by the French Ministry of Labour. The President of the French Republic is granted honorary membership with the title MOF honoris causa. The awarding of medals occurs at the Sorbonne, in Paris, during a large reunion followed by a ceremony at the Élysée in the presence of the President of the French Republic.

Claire goes on to explain that this award for special abilities is unique in the world. Created in 1924, this competition celebrated its 100-year anniversary this year in Lyon. Claire describes this historical event and why this competition continues to inspire young people. With the diversity of specialities, the list of which is regularly updated, the MOF award currently has also been awarded to more modern trades and high technology fields.

Claire also describes the different competitions she has participated in including AICR and how she has gone from being a competitor to a judge and teacher. She explains her involvement in the AICR competitions and why she believes these events are relevant and important to promote Front Desk and Receptionist careers.

Finally, Claire talks to our listeners about balancing her career and personal life and she shares some insights into what it takes to have a successful career in hospitality.

As a California native living in Switzerland, Cathleen went from an accessibility friendly environment in the USA to limited accessibility in Europe.  She also explains that accessibility isn’t just about physical improvements, but attitudes towards people with limited mobility.  Although she has seen some major improvements, Cathleen thinks that many places need to be more pro-active and sensitive to limited mobility issues.

Cathleen Cain has a Master’s in Mental Health and is a certified Somatic Experiencing therapist.  After 18 years as a licensed psychotherapist in the US, Cathleen Cain moved to Switzerland in 2006. The driving force in her work is to help others find or re-find ease and comfort in their being.  Her own journey of healing after a traumatic accident 40 years ago had her searching for a therapist who had both psychological and body work skills.  As these professionals are difficult to find, studying both somatic and cognitive approaches to help others re-establish their equilibrium has been her focus. She works in English and French.

With 30 years of experience in mental health as a body-oriented therapist, Cathleen enjoys creating a safe environment for explorations that lead to personal solutions. The approach she has developed taps into her clients’ existing resources.

Her professional training includes Somatic Experiencing, Soma Embodiment, EMDR, Solution Focused and Milne Cranio-Sacral training.

Her personal interests are dance, sports, meditation, nature experiences as well as reading, bee keeping and family.

In this podcast, Chris Horn who is currently the General Manager at Gold Key Media, discusses his career path and answers our questions about the synergies between the Media and Hospitality.  Gold Key Media has a hard earned and formidable reputation for quality and credibility in the industry for providing a reliable, competitive service and consequently represent all of the world’s leading hospitality brands with the world’s most respected and trusted publications.  In addition to supplying some of the finest hotels in the world, the company now also supplies airlines, private jets, superyachts, private medical, Corporate HQ’s, UK Armed Forces, Embassies, Private Clubs etc.

We ask Chris pertinent questions about how and why he created Gold Key Media and what are its vision, values and objectives. Chris also discusses the decline of media advertising and how this is affecting current media outlets. He shares his impressions and predictions of how media outlets will continue to evolve and change.

Finally, Chris discusses his involvement with AICR and his personal ties to the hospitality industry and why young people should embrace careers in this ever-changing, ever-growing field.

Chris Horn began his career in the media industry back in 1991 when he joined America’s largest newspaper, USA Today as Circulation Manager for Europe, before going on to become Circulation Director Asia Pacific, based in Hong Kong.

He returned to the UK in 1996 to become Managing Director of Johnsons Inflight News, responsible for the distribution of international media to the world’s leading airlines, including global brands such as British Airways, Virgin Atlantic, Cathay Pacific and others.  Chris set up Gold Key Media in 2020. Using the same “one stop shop” media distribution solution he’d successfully provided to the airline industry, Chris’s vision was to create a similar business model for the hotel industry.

In his previous role at USA Today, Chris had established strong links with many of the world’s finest hotel concierges and had become an associate member of the prestigious and globally renowned Les Clefs d’Or, otherwise known as The Golden Keys Association. In his desire to forge a new working relationship with his new company, Chris asked the Golden Keys Association if he could call his new company Gold Key Media in recognition of the key role these individuals would play in the success of the new business.

Since those early days, Gold Key Media has thrived and evolved into becoming the world’s largest provider of media to the hotel industry. Supplying over 4,000 hotels globally with print and digital media solutions for their guests. Chris’s first publishing client was world renowned National Geographic magazine, and his first hotel clients were Le Manoir aux Quat’Saisons, Cliveden Hotel and The Waterside Inn. They all remain as clients today, 24 years later. A testament to the quality of service provided.

Gold Key Media is proudly associated with organisations such as The Master Inn Holders, The AICR Association, Institute of Hospitality and Chris is also a proud Ambassador for the industry charity, Hospitality Action.

In this podcast he shares some memorable moments and the particular challenges he has had to face. We also discuss the literary and cinematic legacy of this mythical train and what guests are looking for when they board.  

Francesco describes his professional path and what led him to this remarkable hospitality position.  Several years working in China allowed Francesco to gain invaluable experience and knowledge of another culture and in this podcast, he talks about his time spent there.

Francesco Bonotto in an experienced Operations Officer with a demonstrated history of working in the food & beverage industry. He is skilled in catering, the hospitality industry, multi-unit management and restaurants. He has strong business development experience and a Bachelor’s degree focused on Business Administration in Hospitality from GLION institute for Higher Education in Switzerland.

itsRomainFaure’s  programming is available across all social media including TikTok, Instagram, and Facebook, as well as most importantly YouTube. Romain seeks to provide insightful financial guidance through a video podcast format called 'Finance Action'.  Through these segments, Romain delves into the finances of individuals with unique backgrounds, some with high net worth, and others with substantial debt, assessing their financial situation and providing tailored recommendations for their financial goals. 

Dynamic, highly motivated, and results-driven, Romain has worked in Finance at Amazon, with a proven track record in leading business strategy and financial analytics. With over eight years in Finance and Strategy, he specialises in data analysis, forecasting, and business modeling, coupled with robust skills in business development and negotiation. An ivy-league MBA in Finance complements his expertise in driving financial plans and enhancing acquisition efforts. Committed to innovation and customer-focused strategies, Romain excels in cross-functional collaboration, ensuring alignment with a company’s vision and mission, and impacting digital consumer behaviors.

Tache Chocolate was founded by pastry chef Aditi Malhotra Ahooja. Her delicious and unique chocolates draw inspiration from her travels around the world and her Indian background. Each bite sized treat tells a story and captivates the senses! Aditi describes them as a “Journey of the Senses”

She is a graduate of The Glion Hotel School in Switzerland and The French Culinary Institute. Aditi first started her career working under acclaimed pastry chef Pichet Ong and then went on to work as a Japanese chef at Morimoto. Aditi had an opportunity to learn from a chocolatier in Paris before opening her own storefront in NYC. 

Since opening Tache in 2012, Aditi and her chocolates have taken the confectionary world by storm.  She was the winner of Zagat’s 30 Under 30 Award and selected as one of Forbes 30 under 30 game changers in Food & Wine.  She competed twice as Forbes best young chef in America as the only dessert chef invited. 

All of Tache’s creations are handcrafted in her mini Willy Wonkaesque factory and are handmade from the finest ingredients in the world. Tache is also famous for its chocolate-making classes, which have gained the attention from the New York Times and Time Out Kids.  

Her chocolates have been featured in The New York Times, Time Out, TV Asia, The Huffington Post, The Village Voice, Business Insider, Food and Wine, InStyle Magazine, Gotham Magazine and an HSBC commercial.

Tache’s name comes from the French word “tache” which means spot or smudge. When it comes to Aditi, she always has a “tache” of chocolate smeared all over her chef’s coat. There was no other option then to name it after the evidence of a whimsical chocolatier!

 We ask Andrra to describe her hospitality education and how it has helped her to succeed in the hospitality sector and she gives our listeners some insights on how to creatively and dynamically approach a successful management career.  Working in the luxury hotel sector gave Andrra the skills she needed to engage with demanding clients and to understand the importance of having a service-based approach to business.  

 In addition, Andrra understood early in her career the importance of technology and how to use it optimally. She also explains how she moved from a traditional hospitality role into a more technology-based position and the challenges she faced during this time.

 Finally, Andrra gives us her opinion of AI and how this new technology can improve the customer experience while underpinning her solid conviction that the human touch will always be appreciated and needed.

With a proven track record in academia and business development, Andrra is a dynamic force in the field. As the Business Development Manager at Lighthouse, Andrra drives growth by forging strategic partnerships and securing enterprise-level contracts. Based in Pristina, Kosovo, Andrra excels in remote environments, leveraging strong relationships with C-level executives to expand market reach and drive sales.

Previously, Andrra served as a Business & Sales Consultant for Everguest, where they pioneered entry market strategies and elevated client portfolios through innovative approaches to online reputation management. Prior to this, Andrra demonstrated exceptional leadership as the Front Office & Revenue Manager at Four Points by Sheraton, optimizing guest experiences and increasing satisfaction scores through Design Thinking methodologies.

With a background spanning pre-opening project management, client experience design, and sales, Andrra brings a wealth of expertise to every endeavor. From internships at neuvoo to roles at renowned hospitality establishments like Perry Lane Hotel and Penha Longa Resort, Andrra has consistently delivered outstanding results, earning accolades for her dedication and innovation.

In summary, Andrra is a strategic thinker, a dynamic leader, and a results-driven professional who continues to illuminate pathways to success in the ever-evolving landscape of business.

 Both Byron and Philippe talk about their travel and dining experiences and how cuisine from different places influenced Byron’s culinary explorations and dishes.  With humour and a touch of irreverence, they describe some of their underground dining events, give advice to people who may be interested in creating an Underground Dining venue and their favourite places to go for Underground Dining.

 Byron Westlund Jr. grew up in Cupertino, California surrounded by fruits orchards. Cupertino, before becoming the Apple Corp. headquarters was a small village one hour south of San Francisco populated mostly by Italian and Mexican immigrants. There he was introduced early to the delicious tasty layers of ancestral Mexican cuisine. 

 After college, Byron worked in technology and with the responsibilities of holding leadership positions, he was afforded the opportunity to travel the world for business. As an adventurous and curious person, Byron would explore the food scene everywhere he landed. With offices and staff he would visit, on an almost monthly basis, Grenoble, Lyon, Geneva, Mexico City, Tokyo and Singapore.  Byron would go out of his way to sample all local tastes and traditional dishes. 

 Upon his return home to Silicon Valley, he would spend hours recreating the flavors and structures of the dishes he so loved while out in the world. Underground Dining at Naglee Park was inevitable and for ten years, became Byron's retirement-from-technology job, but way more fun and creative. Byron always loves nothing more than welcoming friends and family to his table to share with them his passion and love for good, heart-warming, soul-lifting food and good times.

 Dr. Philippe Rey is the Executive Director of ACS in the Silicon Valley, California.  He first joined Adolescent Counseling Services in 1998 as Caravan House Program Director. After three years at Caravan, he became a member of the executive team as Associate Director and has now been the agency's Executive Director since 2004. 

 Philippe was born and raised in the French-speaking region of Switzerland and came to the United States in 1984 to attend the University of California at San Diego. In 1997, his doctorate in clinical psychology with a concentration in child and family therapy was conferred by Alliant International University in San Diego. Before pursuing graduate studies and a career in psychology, Philippe graduated from business school in Sion, Switzerland. 

 With his husband Byron, Philippe operated an "Underground Dining" establishment which served as a cultivation & fundraising vehicle for ACS since 2011.

 Philippe’s role as General Manager of the Carlton Hotel in St.-Moritz Switzerland and the Grand Hotel Les Trois Rois in Basel allowed him realise the importance of transformational leadership.  In this episode, Philippe delves into what transformational leadership looks like and how the hospitality sector must encourage and support service excellence by inspiring and cultivating their employee experiences.

 We also ask Philippe to share his rich educational and career path and to comment on the current lack of qualified hospitality staff.   Philippe explains why hospitality education must continue to adapt if they want to inspire and prepare a new generation of hospitality employees.

 Finally, Philippe shares his thoughts on what makes a great GM and encourages young hoteliers to continue learning and pursue their dreams.

 Philippe Clarinval started his career in the United States and Asia with Shangri-La Hotels and Resorts. He is a luminary in the international luxury hospitality industry. He is renowned for his roles as the Managing Director of The Omnia Mountain Lodge, General Manager of the Carlton Hotel St. Moritz, and, most recently, the Grand Hotel Les Trois Rois in Basel. His transformational leadership is characterised by a steadfast commitment to service excellence, uncompromising engagement, inspiration, and the cultivation of a refined employee experience, making his hotels bastions of luxury.

 A solid academic foundation, with degrees from Ivy League Universities and Management Schools such as the Glion Institute of Higher Education, underpins Clarinval's journey in hospitality.

 His commitment to excellence has garnered industry accolades and recognition, affirming his status as a thought leader in hospitality. Beyond his professional endeavours, he contributes to the academic sphere, offering insights into leadership, service quality, and management. As such, he is the Vice Chairman of the Hoteliers Guild Academy of Hospitality Arts, a member and author of the Forbes Business Council and a former Board Member of Swiss Deluxe Hotels. His influence extends across other industries, inspiring professionals on executive boards and students alike.

Mohammed also shares his passion for hospitality and describes how the Kingdom of Saudi Arabia is moving quickly to meet the hospitality and tourism demands that the country is facing.  The Vision 2030 project is focusing on opening up new destinations for tourists and creating unforgettable experiences for them.  

Finally, Mohammed discusses the efforts the Kingdom has made to be more open and to project a more modern image of their country. He also discusses the work opportunities for women in Saudi hospitality and what is being done to promote their employment.

Mr. Mohammed Marghalani is currently the Saudi Chief of Franchised Assets Operation at one of the PIF hospitality projects. He has more than 18 years of experience in the hospitality industry. He was the former Cluster General Manager for The Ritz-Carlton, Riyadh and Jeddah where he managed and oversaw the overall operations and strategic direction of the five-star property that consists of 493 rooms and suites, including its nine dining outlets. 

Mohammed joined The Ritz-Carlton, Riyadh as a member of the pre-opening guidance team in 2011 in the role of Assistant Director of Finance. Prior to this, he had a progressive and successful career with other well-known luxury brands. In January 2020 Mr. Marghalani became the General Manager for the iconic property and drove it successfully through the Covid -19 crisis and the return to its normal phases while achieving impressive results financially and qualitatively.  He was recently awarded the best General Manager in Ritz-Carlton globally for 2023. 

Marghalani began his educational career by acquiring a bachelor's degree in hospitality and tourism management in 2006 from Glion Institute of Higher Education in Switzerland. After that, Mohammed went on to advance his knowledge in the field by obtaining his MBA with a concentration in hospitality management from the Ecole Hotelier de Lausanne in Switzerland. He was also enrolled with the Marriot Ascent Leadership Program at the UNC Kenan-Flagler Business School in the United States to thrive and grow his leadership skills. 

Marghalani has several leadership qualifications, as he is a member of the Saudi Council of Leaders,  and he has been one of the participants in the first version of the Leaders 2030 Program for the MiSK  Foundation. This program has over 1000 leaders who contribute to achieving the goals and strategies of the Kingdom's Vision 2030.

Rebecca also describes her family’s hotel business and how it has evolved over the years.  As an entrepreneur, Rebecca is constantly looking for ways to grow and improve her family’s businesses and she recently visited Switzerland to discover Swiss hospitality and Swiss hospitality education.  After commenting on her impressions of Switzerland, she describes the hospitality sector in China and how China is meeting the ever-growing hospitality needs through education, technology and innovation.

Finally, Rebecca discusses some of the challenges that the Chinese hospitality market is currently facing and conveys the need for more hospitality education and training. She addresses the ever-changing travel and hospitality market and how hoteliers can better meet these challenges.

Rebecca Li is a seasoned hotelier with a rich background in the hospitality industry, stemming from her family's heritage business. She grew up in Beijing and was immersed in the hospitality sector through her family's 140-key Palace Hotel in Lijiang, China. 

Under her leadership, the Maple Palace Hotel Group has expanded to own and operate 16 properties across Yunnan, Hainan, and Thailand, encompassing various types of accommodations, including business hotels, resort hotels, and boutique hotels.

Rebecca pursued her education abroad, studying in the UK and Canada. She began her professional career as an investment banker in Toronto before returning to Asia to contribute to her family's business. To further enhance her expertise in hospitality management, she obtained a master's certificate from Cornell University.

As the Chief Director of Corporate Development for Maple Palace Hotel Group, Rebecca is dedicated to fostering innovation and entrepreneurship within the hospitality industry. She co-founded InnCube, a co-working space in Beijing, and Les Petite Ecuries, a French fusion restaurant in Yunnan, while also expanding operations to Thailand.

In addition to her role in hospitality, Rebecca serves as the Executive Director of the Yunnan Association for International Science and Technology Cooperation. In this capacity, she supports regional development initiatives in her hometown and has established an international innovation and entrepreneurship platform (YiiEC) with a presence in countries such as Laos, Myanmar, Thailand, Indonesia, Malaysia, Singapore, the UK, France, Canada, and the US.

Driven by a passion for hospitality and a commitment to innovation, Rebecca Li continues to build upon her family legacy while exploring new opportunities for growth and collaboration in the industry.

Yannick also discusses how to interest and motivate young people to join the ever-changing hospitality environment and best practices when it comes to training and retaining young talents.  Yannick has an contagious passion for hospitality training and education while recognizing the importance of matching knowledgeable and dedicated hospitality educators with young minds.

Yannick Bouyidou, MBA, is a driven, multi-lingual hospitality professional turned entrepreneur who holds a bachelor's in Hospitality Management and an MBA in Business Transformation & Entrepreneurship. Yannick worked for over a decade for the luxury hotel chain The Ritz-Carlton, holding various leadership positions on 4 continents tasked with improving customer experience, employee engagement, and ultimately financial performance.

Today, Yannick decided to reinvent himself with a vision of giving back by sharing his passion and expertise in customer success strategies and entrepreneurship with recipients such as industry experts, startup founders, and students around the world. 

Yannick co-founded two companies and is actively involved in the Swiss start-up ecosystem, working as a judge & mentor for MassChallenge Switzerland, leader in helping startups across Europe grow their businesses by accelerating nearly 400 startups across multiple industries (+CHF 196M in funding). 

Today, Yannick’s mission is to create an ecosystem of products and services that allows individuals and companies to achieve their personal goals by collaborating and sharing a meaningful journey together.

Tim describes his experience in Montreux and the lasting impressions he has from participating in this important event.  He recognises the importance of his support team and family during a increasingly demanding preparation for this three-day event. He also talks about the mental and physical challenges of competition and how he learned how to overcome moments of doubt and stress.  

Finally, Tim talks about the support he received from his team at the Bürgenstock and how his employment at the reception desk was a vital part of his competition performance.  He also shares his impressions of meeting competitors from around the world and the lasting friendships that he developed with the other contestants.

 Early in his career, Robert worked at Swissport, which enabled him to learn essential service and leadership skills that have helped him throughout his career and triggered his passion for travel and hospitality. 

 His move to Thomson Reuters, the multinational information corporation, as the Senior Vice-President of Sales and Services allowed him to hone his leadership skills and he brought these skills to JP Morgan Private Banking.  In 2021, Robert started his own company, Moomenti and he explains his reasons and motivation for moving into the Luxury Hotel Experiences sector.

 Robert also describes how the hospitality sector is an ever-changing landscape that is creating new avenues and why technology is at the forefront of this movement.  Robert’s broad experience allows him to evaluate and understand what travelers and guests are looking for and how to meet their growing expectations. Finally, Robert explains his bold decision to become an entrepreneur and what he has learned so far.

 Robert Recupero is an expert in organizational design, technology metrics, and user experience/customer experience (UX/CX). With an impressive career spanning senior leadership roles in banking, finance, and technology, Robert brings a wealth of knowledge and insight to his current endeavors.
 
 As a former Managing Director at JP Morgan Private Bank and Senior Vice President at Thomson Reuters, Robert has demonstrated exceptional leadership in banking technology operations and high-end client service. His strategic vision and expertise have driven significant advancements in these areas, making him a respected figure in the industry.
 
 Following his tenure in banking and finance, Robert transitioned to a successful career as a Senior Independent Consultant. In this role, he advised numerous organizations on organizational design, IT leadership, and governance, helping them navigate complex challenges and achieve their strategic objectives.
 
 Currently, Robert is the founder and CEO of Moomenti, a high-end marketplace for booking luxury hotel experiences. Launched in Switzerland, Moomenti is now expanding to Asia, Latin America, and the United States, reflecting Robert's innovative approach and global vision.  Don’t hesitate to reach out to him should you want to know more about Moomenti. 

 Robert holds a Finance degree from the University of Geneva in Switzerland. His academic background, combined with his extensive professional experience, positions him as a thought leader in the fields of finance, hospitality and technology.

Tom Su is a musician, a hotelier, a telecommunication manager, a life counsellor and a volunteer. 

He was born in Taiwan and has a fine arts bachelor degree in violin. He also graduated from Glion

Hotel School in 1996. He later became the director of sales and marketing at The Ritz Taipei at the age

of 30. In 2003, he emigrated to Canada where he earned an MBA at the University of Victoria, specializing in Service Management. During the pandemic, he recognized the mental health crisis, so he went back to school and got his certifications in Life Coach and Life Counseling.

Currently Tom is working at Telus, a telecommunications company in Canada. Since 2006, he has also been playing the violin with the West Coast Symphony. Most importantly, he is an active volunteer in senior care facilities, hospitals and his community. 

Recently, Tom was awarded as a Local Hero from the mayor of Burnaby in June 2023, to recognize his contribution to the community and an article about his volunteer work was featured in Pancouver, a local Vancouver publication.

(https://pancouver.ca/violinist-tom-su-spreads-joy-and-builds-empathy-by-taking-his-music-

to-the-people/). 

Romania is home to historically rich architecture, jaw-dropping landscapes, and gorgeous cities. It’s less expensive than most European travel destinations, less crowded and it is considered one of the safest countries in Europe.  In 2019, over 13 million tourists visited Romania.  Razvan describes the growing appeal of Romania as a Central European destination and how the government and tourism boards should welcome and improve their hospitality and tourism offerings. As the former Secretary of State for Tourism, Foreign Trade & Investment, Razvan has an insider’s view of the challenges that Romania faces and gives our listeners his ideas on what direction Romania is headed.  

Razvan also answers our questions about why Romania has become an appealing destination for many university students and how its renowned and exceptional academic standards have made it specifically attractive with regards to its Faculty of Medicine.  

Finally, Razvan gives us his suggestions for improving hospitality education and training in Romania and how he believes synergies can be created to meet the current hospitality and tourism challenge.

Razvan Pirjol is the current CEO of Turism Felix and Owner of Leading Choice - Global Hospitality Counsellors in Romania.  Razvan studied International Hospitality and Tourism Management at Glion Institute of Education in Switzerland and he has 30+ years of hands-on experience in international hospitality management with a focus on operations, education, training and quality management at both the corporate and entrepreneurial levels.  In addition, Razvan was the former Secretary of State for Tourism, Foreign Trade & InvestRomania at the Ministry of Economy, Romania.

Marina also discusses her work at The Bench, a global investment event organization and hospitality trends and innovations such as long-term stay that are focused on travellers that would like to be more comfortable in their accommodation, or are staying for a week, a month or more in the city. 

Marina also speaks about lifestyle hotels that are particularly attractive to younger travellers who want to experience the local atmosphere even within the hotel. Lifestyle brands bring the community inside by creating different rooms and social spaces and also serving the local clientele.

Finally, Marina talks about the future of hospitality and the importance of sustainability and gender equality and what the industry needs to do to improve on these vital topics.

Marina Franolic is the Managing Director at The Bench, a global hospitality investment event organiser. Marina joined in 2019 when her Adria Hotel Forum – now IDEEA Hospitality Investment Forum, was acquired by The Bench. 

Marina began her hospitality career at the Glion Institute of Higher and the Hotel Savoy, Rocco Forte group, in Florence. After several years outside of the hospitality industry, in 2012, she established her company with the goal of bringing global trends to the regional industry. 

In 2013, Adria Hotel Forum was launched with the idea of showcasing world trends, sparking the creation of new ideas and partnerships and overall development of the hotel industry. Within years, AHF was confirmed to be the only internationally recognized hotel investment conference within South-Eastern Europe whose partners were global companies. The company then started another unique event with the goal of bringing trends into everyday hotel operations – HOW /Hotel Operations Weekend/ Festival that gathers every year more than 500 participants. In 2018, the company was rebranded as HESA Group and served as the connoisseur of the regional market and opportunities. 

In addition, Marina serves as the Industry Advisory Board Member at Glion Institute of Higher Education and holds both Croatian and Italian citizenship.

The first concept launched under the Mamalu Kitchen brand in 2016 was cooking classes for nannies and housekeepers. Using recipes in their native language from traditional Arabic cuisine, Lama taught them how to cook for the ultimate dinner party. That was shortly followed by cooking classes for mums/children, schools, couples, corporations & even husbands who also wanted to learn how to create delicious, all-natural food for their families. Mamalu Kitchen has created a cooking movement under the slogan #feedingfamilies. 

In line with her cooking movement in 2020 she started Eazy Freezy; an all natural, easy to cook frozen food product line for families on the go. Hassle free yumminess without the bad stuff. The products are available online and across Spinneys & Waitrose outlets all over the UAE. 

By engaging every single member of the household/family and various members of the community, to be involved and empowered by cooking, Mamalu Kitchen is enabling lifestyle changes in the region. This ‘cooking movement’ is leading families to live a healthier and happier life. 

Born in Lebanon and raised most of her life in the UK, Lama has always had a passion for cooking since the age of 6. By shadowing her mother from a young age she acquired the knowledge of all of the classic Arabic dishes. Her specialty is family food, large beautiful mouthwatering dishes to be shared amongst friends and family in a fuss-free way. 

Her love of cooking led her to study at Glion Hotel Management School in Switzerland and she earned a Hospitality & Tourism degree.  She gained experience with some of the top 5 star luxury hotel groups such as Four Seasons, Rocco Forte and Hyatt hotels in London, Paris and Rome. 

Mamalu Kitchen is not Lama’s first entrepreneurial venture, she has had over a decade of experience in the fashion industry under her independent private label. She has opened two concept stores in Beirut, Lebanon {Ribbon & Lace and Birdcage} She has also been a part of the prestigious London & Paris Fashion weeks for 7 consecutive years and has extensive experience as a designer for high end clothing brand, Mojo World. 

Mary also touches on why it is important for business to be inclusive and the disastrous consequences of making decisions without all the stakeholders around the table.  Finally, Mary stresses the importance of including law and human rights courses in hospitality, event, tourism and sport management curriculum.

Mary Mayenfisch-Tobin is a lawyer and accredited mediator with substantial experience in private practice with corporate in-house capacity. Mary has a lifetime of experience in Business and Human Rights, Corporate Social Responsibility and issues pertaining to male/female equality. She is an expert in issues relating to Hospitality and Tourism Law and in matters relating to Common law succession and contract law. 
 
 Mary formerly worked as Law Professor at the Ecole Hoteliere de Lausanne lecturing in Hospitality and Business Law and went on to become Director of the Pepperdine University program in Lausanne, where she established the campus in Switzerland in 2006. She also lectured on International Business law with a focus on human rights. 
 
 Mary is experienced in matters of education, works in the area of student counselling, stakeholder relations and outreach, business development, as well as the organisation of internships.  She is a specialist in the area of Business and Human Rights, she has worked, lobbied and lectured in the Swiss Romand area since 2005. 

Filippo explains why quality lounge, athletic and leisure “slow fashion” wear made in Italy are a reference in the fashion world and therefore greatly appreciated by hotel and resort clients. Free from polyester or any other toxic substances, Back Label brings out the pureness of its natural fabrics through an unprecedented sensorial experience on the body.

Filippo’s dedication to running a sustainable and ethical company is discussed as well as his desire to keep his company in line with equitable principles.  Filippo explains that Back Label’s “purpose is to actively contribute to the creation of a sustainable economic system and business that regenerates society and the environment. We want our workplace to have a positive impact on our employees, the city and the environment around us, in the hope that other companies will join us on this virtuous path. Because the future is now. Unlock the Change.”

Filippo also describes the hotel retail niche and why his company chose this industry to market and sell their clothing line.  Given Filippo’s Italian background, he possesses a thorough comprehension of not only the culture of Italian craftmanship but also its market dynamics. 

 Filippo Perricone was born in Bergamo in 1978. After completing his scientific studies, he earned a master's degree in Modern History and Philosophy. In 2004, upon finishing his studies, he moved to Hong Kong where he worked for two major companies in the textile industry. It was only in 2010 that he moved back to Bergamo with his wife Amy and founded Back Label. Together, they started the first offices and soon after, the first production chain. Before long, they were joined by a wonderful team of innovators. 

In 2016, Back Label began its exclusive journey dedicated to the Hospitality sector and gradually moved away from the mainstream fashion world. Since 2016, Filippo has remained firmly at the helm of Back Label, continuing to lead the company towards new innovations and successes in the Hospitality sector.

Originally from Argentina, Andrea has worked at Four Seasons Hotels in Miami, Doha and Marrakech but she feels at home in Italy where her family originated from.  Andrea is upbeat and positive when she talks about the challenges she has had to face in the hospitality industry and she shares some of her success stories and emphasizes the importance of creating and welcoming opportunities. 

Finally, she gives our listeners insight into her leadership and communication styles and shares some of her hospitality philosophy and anecdotes.

Andrea holds a degree from Glion Institute of Higher Education in Switzerland and began her career with Four Seasons as a receptionist in Uruguay. She has worked in many hotel positions during her career, which has led to her understanding of the many faceted aspects of running a successful hotel.  She has thoroughly enjoyed the opportunities Four Seasons has given her to work in different places such as South America, North America, the Middle East, Europe and North Africa.  

Khulan describes what tools are being used to engage and inspire the hospitality and tourism sectors and what areas are particularly challenging.  She also explains why it is important to reduce CO2 emissions before trying to compensate for them.  In addition, Khulan explains how being more sustainable supports employee engagement while giving her insights into the limitations that the hospitality and tourism sectors face.

Finally, Khulan explains why sustainability is so important and why the hospitality and tourism sectors should make it a priority.

Khulan Berger is the Regional Director at MYBLUEPLANET and the Swiss National Coordinator of The Climate Reality Project Europe. Leading a dedicated team, she focuses on scaling impactful climate projects and programs in the French-speaking region of Switzerland. One of MYBLUEPLANET's programs includes ClimateActions4Companies, whereby her team works closely with companies from the touristic sector to implement climate actions, serving the transition to sustainable tourism. Her commitment lies in making a practical and tangible difference in the ongoing transition to a more sustainable future.

Arian also talks about his own career choices and path and why young people today should embrace the hospitality field.  He gives our listeners insight into some of the challenges the field is currently facing, why training, mentoring and education are so important and how hospitality leaders and managers can improve their communication and leadership styles.  He touches upon managing culturally diverse teams and how to create effective and motivated teams.  Finally, Arian discusses the challenges of working in the hospitality field and having a healthy work / life balance.

After being employed in the hospitality industry for the last 15 years and working his way up from pageboy to general manager in 11 hotels across five countries, Arian and his wife Anja have founded A&A Hotel & Gastronomie Betriebs-GmbH.  They plan on continuing to surprise and delight guests and staff by creating lasting relationships and memorable moments.

Marie-Berengère also explains how her passion for hospitality was sparked, and how her hospitality studies in Switzerland set her on a successful career path.  She answers our questions about the evolution of women working in top hospitality management positions and why it has become easier for women to aspire to a General Manager position in hotels and resorts.

Finally, Marie-Berengère shares some personal insights into working in the hospitality field and navigating a global career that requires and open mind and flexibility.  It is for this reason that she encourages young people to embrace this exciting and potentially global career path.

Marie-Berengere Chapoton is a French citizen and the General Manager at Raffles Al Areen Palace in Bahrain.  She has more than 20 years of experience in the luxury hospitality industry. With a background in hotel management from a prestigious school in Switzerland and an MBA from IMHI Cornell-Essec Business School, she has managed hotel openings & repositioning projects across North & South America, Europe, Asia, and now in GCC with Sofitel, Fairmont & Raffles as well as Corporate exposure. With a global mindset, she fuses various cultures to provide unique customer experiences and her tenure at Raffles Bahrain is a testament to her dedication to excellence.

Luiz also gives his advice on leadership and successful hospitality management strategies. He shares his insights into how hospitality managers can motivate and inspire their staff and why training and communication is key. Finally, he talks about how the hospitality industry has changed and what future challenges will look like for many hospitality businesses.

Luiz is passionate about the hospitality field and thoroughly enjoys interacting with people from different cultures.  He is currently the Hotel Manager at the Riverside Hotel Southbank in Brisbane, Australia and oversees many departments in this 4-star Strata Titled Hotel.  Luiz was brought on board right after the floods that devastated Brisbane - his mission was to “recreate” the Hotel.  He was given full authority to apply change, so he and his team were able to “recreate” the entire way the Hotel approaches marketing, sales, reservations and business relationships along with implementing new standard operating procedures, uniforms, furniture, online marketing approach, customer service practices and more. 

He also shares his insight into key trends for management positions in the South East Asia region and what kind of profiles HR recruitment businesses are looking for.  Additionally, he describes how technology and digitalization have impacted the recruitment process for hospitality roles and provides valuable advice on how to navigate working in this region for young talents looking to expand their horizons.

Victor Mogilev is a seasoned professional with over 15 years of experience in the travel and hospitality industry. Originally from Russia, Victor has immersed himself in diverse cultures, having lived and worked in Asia for more than a decade.

A graduate in Hospitality Management from the esteemed Glion Institute of Higher Education, Victor's journey in the industry has been marked by significant contributions. He has held number of roles in the Corporate Office of a well-established regional hotel brand and spent several years with a leading Inbound Destination Management company in Asia.

For the past 5 years, Victor has joined forces with a close friend and business partner,  Garry Levin (another graduate of Glion Institute of Higher Education) to spearhead the development and growth of LHC International. This hospitality-focused executive search firm operates across Asia, Europe, and the Middle East, reflecting Victor's commitment to shaping the future of the industry through talent acquisition and strategic leadership. LHC International has established itself as one of the leading recruitment firms across the hospitality industry with offices in Berlin, Singapore, Bangkok and Palma de Mallorca.

In addition, Sophia talks about the hospitality and tourism industry in Morocco and how it differs from other North African destinations.  Finally, Sophia shares her experiences with associations that she is actively involved in including AICR Morocco and Disciples Escoffier.

Sophia is the Managing Partner at Talent Advisor in Casablanca, Morocco.  Talent Advisor is a platform that enables hoteliers and people in the luxury sector to unlock their talents, build a network and hire the absolute best in Morocco.  She is also the Founder of Hospitality Connect, the first recruitment fair exclusively dedicated to service, hospitality, restaurant and fine jewelry professions in Morocco. 

Beyond recruitment, Hospitality Connect stands out as a dynamic platform for exchange and sharing within a passionate community.  The first edition took place in October 2023 in Casablanca, and the second edition is planned for September 2024.

Sophia started her hospitality career in 2012 after graduating from Glion Institute of Higher Education in Switzerland. Her first experience at the President Wilson Hotel, Geneva, for an F&B Management traineeship was soon followed by a role with Hyatt in human resources. But with a need to understand and master the operational side of the hotel industry, she took on guest-facing roles with Four Seasons, Sofitel and Ritz Carlton before realizing that her true passion for people was in human resources.

After graduating with a Bachelor’s Degree in Hospitality Management and Real Estate & Revenue Management, he went on to work in several luxury hotels before developing his first entrepreneurial ideas. In this podcast, Xavier explains how his hospitality background has helped him in his current role as CEO of Maison Epigenitic.

Xavier Rambaud is the co-founder and CEO of Maison Epigenetic, a company at the forefront of the healthcare and wellness industry. Since its opening in March 2021, Maison Epigenetic has been pioneering a unique concept centered around epigenetics, a science that demonstrates the significant impact of our environment and lifestyle on our health. This Paris-based enterprise is dedicated to offering ultra-personalized preventive health programs, leveraging data-driven results through the advanced science of epigenetics, acknowledged as a critical component of longevity science.

Xavier's journey in entrepreneurship and his passion for integrating science and wellness into practical applications began soon after his graduation from Glion in 2016. His educational background, coupled with his entrepreneurial spirit, equipped him with the necessary tools and insights to quickly immerse himself in the world of startups. Maison Epigenetic is his second startup venture, after Triptwin which was a "travel matching app".

Maison Epigenetic, co-founded by Xavier Rambaud along with Doctor Valerie Leduc and Henri-Nicolas Olivier, represents a new, integrative approach to health. It is both preventive and personalized, aiming to impact health, beauty, and well-being by merging the best of scientific and technological innovations. The company is described as a ‘blue zone' committed to the harmony of body and mind, underscoring its holistic approach to wellness. 

Yahya shares his experience in hospitality education and his insights into how hospitality education in Canada is different from other countries, and how private hospitality colleges differ from public institutions.  With a pragmatic approach to hospitality training, Yahya explains why practical training is so important for young people entering the hospitality field today.  He also touches upon micro-credentials, a way for working adults in the hospitality field to pursue life-long learning.  Finally, Yahya talks about why immigration is so important, not only for Canada’s hospitality and tourism sectors, but for their technical and IT sectors as well.

Yahya is a member of the British Columbia Hotel Association BCHA, Customer Advisory Board member and Faculty member of AHLEI (American Hotel Lodging Educational Institute) and he has successfully taught 20+ Hospitality and Business courses to hundreds of students throughout his career. In addition, he has helped create and develop new programs and courses and ensured instructors are all well-trained and evaluated to maintain quality standards.
 
 Yahya has recently launched a Hospitality training and consulting firm focusing on improving operational and conceptual skills within the Hotel Industry. 

Sara has worn many hats and has studied not only hospitality management but criminology and forensic science. She is the Founder of Sensory Academy Management, a holistic approach to hospitality management through coaching, care and leadership.  In this podcast Sara describes her in-depth knowledge of the hospitality industry and why she has followed different interests and paths throughout her career.  She also shares her experience as an AICR jury member and why these competitions are important.

As someone who has worked extensively in the Italian hospitality field, Sara also gives us her perspectives on Italian hospitality, how it differs from other countries and why Italy continues to be a top destination for travelers around the world.

Born in Egypt and raised in Italy, Sara has forged an impressive career in the luxury hospitality industry, culminating in her role as a Hotel Manager at prestigious establishments like Cavalieri and The Square Milano. With a degree in Tourism Science, Management, Culture, and Territory from IULM University in Milan, Sara started her career as a switchboard operator at Four Seasons Hotel Milan and quickly ascended through the ranks. 

Her deep insights into luxury and sensory experiences inspired her to found Italy's first Sensory Academy, blending operational skills with coaching, care, and leadership. Sara is also an author, having written a book detailing her significant experiences with workplace harassment. Additionally, she is a competitive beach volleyball player and a passionate advocate for leadership. Sara's mission is to build a network of professionals who can capture the essence of individuals and transform them into sensory talents capable of profoundly understanding their surroundings and their own inner awareness.

Clémence Gillier is a sustainability and business development expert with 10 years’ experience across diverse sectors and a strong academic background in business. In 2020, Clémence had a wakeup call recognizing the critical urgency of this decade for future generations. She devoted her expertise to growing The SHIFT, a sustainability consulting agency, from its early stage, and driving projects that advance progress on the Sustainable Development Goals. Clémence focuses on the development and implementation of strategic initiatives that empower businesses, organizations, and cities to adopt responsible practices while generating shared value. As a B Corp Leader, she also guides firms toward B Corp Certification and Swiss Triple Impact recognition. Among her achievements, Clémence co-authored the online course "Sport & Sustainability" for FC Barcelona's initiative “Barca Innovation Hub” in 2022 and served as the Deputy Head of Sustainability for the Tour de France stage in Lausanne this same year.  Additionally, in 2023, she managed the Omega European Masters' sustainability strategy and operational implementation with her colleague Neil. 

 
Neil Beecroft is an expert in sustainability and business innovation. He’s a Partner of The SHIFT Agency, now called bloomUp, working for international organisations and mega-events such as the Olympics. He was formerly responsible for sustainable development at UEFA EURO 2016 in France. In 2020, he was the Head of Sustainability for the Lausanne Winter Youth Olympics, and in 2022 the Sustainability Director for the Tour de France stage in Lausanne. As B Corp Leader, he encourages the way in which innovation and sustainability can positively influence the organisational model of sports and the industry. Neil is also Sustainability Director for the Omega European Masters and CoFounder of the Start Up PuraWorka and of the NGO Sport and Sustainability International (SandSI). He has achieved a certificate in disruptive innovation at IMD Business School and is blending this field with sustainability.

Michael walks us through the kinds of duties performed by a Chief Concierge and relates some anecdotes with the diplomacy and discretion that is expected of someone with his experience and position.  He also tells our listeners what it takes to be a great Concierge and how the position has evolved and changed over the years.

Finally, Michael tells us more about Les Clefs d’Or and his personal dedication to this prestigious association.

Michael Romei is currently the Chef Concierge at the Mandarin Oriental Hotel in New York City and is frequent guest speaker, lecturer and trainer in the hospitality industry. 

Presidents, heads of state, celebrities, and tourists from around the world have sought out Michael Romei with requests that run the gamut from getting hot tickets to a sold-out show to staging an elaborate marriage proposal. You can often find him in his hotel lobby speaking Italian on the phone, chatting with guests in Spanish and making dinner reservations in French. 

Michael Romei is the insider's insider, knowing where to go and what to do in the far-flung corners of the world. Romei's frequent guests have often boasted that their favorite concierge in New York has set up a complete European vacation for them! In today's competitive luxury hotel market, that is an edge, indeed! 

Michael Romei is the former General Secretary of the prestigious international organization Les Clefs d'Or and served on their International Executive Committee for 10 years. Signified by the golden keys that they wear on their lapels. Les Clefs d'Or boasts approximately 4000 members working in 80 destinations most of whom have undergone rigorous training in the concierge profession, a lot of that training done by Romei himself. 

He has logged tens of thousands of miles each year conducting training sessions and seminars all around the world. Romei teaches the art of hospitality to all levels of hotel staff; from General Managers, to bellhops, to housekeepers, and of course, the concierges. He also spreads the word of just how invaluable concierges are to their hotels. Perhaps the GM of the Movenpick Hotel in Bangalore, India said it best, after one of Romei's training sessions: "The concierge is the face of the hotel. He is the one who interacts with the guests on a daily basis. So, it is vitally important to have an excellent and well-trained concierge team." 

Romei has a BA from Manhattanville College, Graduates Studies degree in International Business from NYU, a former faculty member of NYU's Continuing Education Hospitality Program.  Romei is founder of the “Creating Service Magic” Concierge-Customer Service Training Seminar.  He served 24 years as the Chef Concierge of The Waldorf Astoria and Waldorf Towers, prior to which he served 5 years as the Chef Concierge of the Boca Raton Resort & Club. He is Past President of the Southern Florida Concierge Association, Honorary Member of Les Clefs d’Or UICH International, Les Clefs d’Or USA, Les Clefs d’Or India and Les Clefs d’Or Maroc, and the New York City Association of Hotel Concierges.  

Johanna also talks about her career choices and what it’s like for a European woman to work in the Middle East and in Saudi Arabia in particular.  Johanna is originally from Sweden and graduated in 2011 from Glion Institute of Hospitality in Switzerland and has had, since the launch of her career, a vast international experience in multiple fields of the hospitality management industry.  

Johanna also talks to us about Saudi Vision 2030, which is a strategic framework to reduce Saudi Arabia's dependence on oil, diversify its economy, and develop public service sectors such as health, education, infrastructure, recreation, and tourism.

Walter was born in Milan in 1981 to an Egyptian father and Italian mother, both of whom are restaurateurs. Known for his creative flair and self-taught culinary skills, Walter embarked on a transformative journey in 2008 when he traveled to Los Angeles and discovered his love for Latin American cuisine. This experience inspired him to establish his own restaurant, 'The Barbershop.'
 
 In 2016, Walter embarked on an enriching one-year culinary world tour, discovering the flavors of Barcelona, Ibiza, Moscow, Tulum, and ultimately Singapore. It was during this journey that he introduced his innovative pop-up restaurant concept, inspired by his experiences in Los Angeles.  After a brief stint in Dubai, he felt the need to find a permanent home, and in 2017, he came to Geneva.
 
 Taking up the position of Head Chef at the renowned 'Fiskebar' restaurant in the Hôtel de la Paix, Walter soon realized his vision went beyond culinary excellence. To prove his commitment to social issues, he founded his own restaurant, 'Le Cinquième Jour,' in Geneva. This unique establishment embraced a powerful concept of social inclusion – the kitchen brigade dedicated Saturdays to cooking for those in need, including disadvantaged individuals, refugees, the homeless, and vulnerable teenagers.  This concept continues with his new restaurant, Refettorio in Geneva.
 
 Driven by his unwavering dedication to both gastronomy and social impact, Walter established Fondazione Mater in 2020. As the founder and executive director, he continues to merge his culinary expertise with a strong sense of purpose, creating initiatives that make a positive difference in our society.

In addition to finding investors, Vasily personally interviewed and hired everyone that works with BURSA, from architects and designers to the constructors. He hand-picked vintage furniture from Amsterdam, Paris, Guangzhou and Oslo for BURSA’s restaurant and library and he made sure to implement sustainable policies, such as recycling, sustainable heating and chargers for electric cars. In addition, he led partnerships with local talent and family businesses, including White Sprut, which produces our 100% organic toiletries, and Ukranian designer Slava Balbek.
 
 

And then COVID hit and like many hoteliers, it was a challenging period for Vasily and his team.  

Just when the COVID pandemic began to subside, war broke out in Ukraine and Vasily has now spent the last years trying to run a hotel in a war zone while finding ways to support the war effort.  In this podcast he describes the nightmarish reality of waking up to the sound of bombs and having to quickly find solutions for their guests while protecting the hotel itself.

This is the story of a young man who is tireless, upbeat and a hopeful optimist and we are sure that his story will inspire and impress our listeners. 

Lucy also answers our questions about hospitality in Kenya and the some of the challenges the hospitality and tourism sector currently faces.  As one of Africa’s most popular destinations, Lucy describes the Kenyan approach to welcoming guests to their country.  She also talks about hospitality education and training in Kenya and what the government could do to improve this.

Finally, Lucy explains some of the challenges she has had to face in Kenya in terms of running a company, finding the best sources for quality chocolate and navigating the differences between her native home, Kenya and her adopted home of Switzerland.  She is still coming to terms with being back in Africa and finding ways for her company to thrive.

A lifetime career of working in some of the most luxurious hotels in Europe, Ivan has comprehensive international experience at senior levels in planning, marketing, sales, administration and direction of operations in a wide range of luxurious properties. He also has experience in hotel openings, hotel renovations and repositioning with a reputation for top quality service standards and strong trouble-shooting abilities. 

With strong leadership abilities and a history of recruiting, developing, training, supervising and motivating high performance teams.  Ivan is well-versed in intercultural communications and negotiations. He is fluent in English, French, German and Italian.  

In this podcast, Chantal explains the French “Arts de la Table” or how to prepare and present food following very strict guidelines and etiquette.  This tradition goes back to the time of Marie Antoinette, when the French nobility created extravagant table settings and service to impress their guests.

For anyone who has had the pleasure of eating in a French gastronomic restaurant, this art can be described as a culinary ballet. "Arts de la Table" is a French custom of refinement, elegance and rigor regarding the dining experience and it is a unique way of approaching the presentation of a meal. Finally, it creates a particular ambiance and sets the tone for the entire dining experience.

Chantal also describes the challenges she has faced in a hospitality field that is predominantly masculine.  With candour and passion, she takes our listeners on an exploration of the Maître d’Hôtel profession and describes why she followed this career path.  She also explains her desire to transmit the values of this important profession to younger generations so that the Arts de la Table does not become a lost art.

We have invited William as our guest because he has a great understanding of European, Asian, and Middle Eastern culture and business protocols with considerable breadth of global expertise, gained through numerous leadership positions with some of the world’s finest hospitality brands including Four Seasons Hotels & Resorts and Shangri-La Hotels & Resorts.  In this podcast, William talks about his global career and the changes he has seen over the years.

William was responsible for multiple hotel openings, including the Four Seasons, Hong Kong, which was the first hotel in the world to boast two Three-Star Michelin restaurants (hotel-managed) and four Forbes Five-star designations.
 
 He is a former Board Member of the Hong Kong Tourism Board from 2010 to 2014, and Chairman of its Staff and Finance Committee from 2013 to 2014. Member of Advisory Boards and Guest Lecturer at Chinese University Hotel School (HK), and Hong Kong Polytechnic University School of Hotel & Tourism Management. 

 William Mackay is ready to offer advisory services to business owners, boards, and developers in the hospitality, tourism, and service Industry. He is a recognised speaker at industry events with a wealth of worldwide hospitality and tourism contacts.

For our oenology enthusiasts, Anselmo describes the kind of grapes and wines made at San Leonardo and gives a colorful historical background to this winery founded in 1724.  And for our history buffs, Anselmo shares some of the highlights of his great grandmother Gemma de Gresti’s war efforts to repatriate Italian soldiers during and after the First World War and to welcome and host the neediest during this tragic conflict. The International Red Cross awarded her the highest honor, the gold medal for humanitarian valor. 

Born in Rome in 1978, Anselmo Guerrieri Gonzaga’s passions have always been linked to the countryside and animals.  He spent every summer on his family’s estate in Trentino surrounded by the vineyards and then in his grandmother's garden on the outskirts of Rome, La Landriana, where she had created a magical world with help from great landscape architects of the time. It is in these places that he refined his knowledge and love for nature.

After graduating in 2000 from John Cabot University in Rome with a degree in Business Administration, Anselmo traveled around trying to find out what his aspirations were. Destiny soon brought him back to San Leonardo family winery to support his father.  In fact, in the summer of 2001, he started working on the estate covering little by little all the roles from the simplest gradually to taking over the management of the company to which much of his attention and time still go.

Anselmo considers being a wine producer a privilege, and he continues to pursue his father's vision focusing on quality and people with great passion, never forgetting, as their motto says, that "The Land is the soul of our work".

In this podcast, Anselmo Anselmo Guerrieri Gonzaga shares the extraordinary history of his family owned winery, Tenuta San Leonardo, which is an estate of historical significance and an Italian wine producer in the Lagarina Valley in Trentino. It produces San Leonardo, a Bordeaux-style red wine which was described by the wine journalist, Jancis Robinson as "surely the most successful Bordeaux blend of northern Italy".

Her passion for the hospitality industry is contagious and she shares her experience and insights with us on how the industry leaders can face the current staffing challenges and inspire young people to join the industry.  Annie’s background in recruitment has allowed her to understand the importance of mentoring, and finding the right people to fill the mentor’s shoes.  She also discusses the importance of training and finding a good work-life balance for people in the business.

Annie is currently the Vice-Chargee de Missions, Bailliage of Scotland, Chaine des Rotisseurs - http://www.chaine.co.uk/bailliages/scotland . Annie is also a Past President and Honorary member of the AICR – Amicale Internationale des Sous Directeurs et Chefs de Reception des Grand Hotels - http://www.aicr.co.uk .

With a great love of good food and wine her life’s motto is “May the only pain in your life be champagne”.

Today’s episode is being sponsored by Jorizon Education Consulting, China.

Growing up, Amna always knew that she wanted to open a bakery, and by the time she was 12, she had already set her eyes on achieving this goal. She was determined to make her dream come true, and so she focused her education towards pursuing a career in the hospitality industry.  Amna was one of the first Saudi women to graduate from the prestigious Glion Institute of Higher Education in Switzerland, specializing in hospitality management (2010). She also received pastry training from Cordon Bleu in Paris (2013) and an MBA from IESE Business school (2019) to learn how to realize that dream.

Fast forward to 2020, and Amna has finally achieved her lifelong dream of opening her own bakery. Her passion for baking, coupled with her education in hospitality, has enabled her to create a unique and successful brand. She has since scaled her business, offering her customers delicious, fresh, and high-quality baked goods, while expanding her skillset in the field of culinary arts. In 2023, Amna learned how to- and launched 14 virtual brands across 7 cloud kitchens in a span of 10 months. Her inspiration comes from her grandfather, who instilled in her a love for cooking that has only grown stronger over the years. Amna is a true inspiration, a testimony of what hard work, determination, and passion can achieve.

Peter is British and was born London in 1963 and grew up in Northern Ireland.  Since 2016 Peter has worked on a range of consultancy contracts including the 2018 FIFA World Cup in Russia, the 2019 FIFA Women’s World Cup in France, the 2019 Rugby World Cup in Japan, the 2020 Youth Winter Olympics in Switzerland and recently for the 2022 FIFA World Cup in Qatar.

From the mid-80s until the mid-90s Peter worked in tourism and hospitality management primarily in France, Switzerland and Canada. In 1992 and 1994 he worked at the Albertville and Lillehammer Winter Olympics for CBS Television as a logistics manager and consultant. 

From the mid-90s Peter focused specifically on hospitality management in the French Alps, moving to Switzerland in 1998. In 2001 Peter started teaching hospitality and business management, prior to setting up and managing a new sport and event management program in 2002. In 2009 Peter moved into the leadership and management of student services at the Glion Institute of Higher Education, where he eventually became the Director of Campuses, covering both student services and campus operations from 2013 until 2016. 

In his spare time, he is a keen skier, walker and mountain biker, having cycled the west coast of North America in the summer of 1992. He has also played top class rugby in England and briefly represented the Swiss national rugby team in the twilight of his playing career in the late 90s. 

In his spare time, he is a keen skier, walker and mountain biker, having cycled the west coast of North America in the summer of 1992. He has also played top class rugby in England and briefly represented the Swiss national rugby team in the twilight of his playing career in the late 90s. 

 John’s decision to study hospitality at a prestigious Swiss hospitality school enabled him to understand the importance of a solid, practical and multi-cultural hospitality education and he has successfully used this experience on his career path.  He also shares his experience of being an American studying in Switzerland and discovering classmates that came from over 90 different countries.  

 After several hospitality positions in several countries, John chose to follow a hospitality education path for several years and joined HOSCO, the world's largest hospitality network, in 2015.  He became HOSCO’s Director of Strategic Partnerships and Innovation in 2021. Working in the hospitality recruitment field allowed John to follow this rapidly changing market and he comments on the challenges that hospitality recruitment faces today.  Most importantly, John speaks frankly about how the hospitality field is not always ready to face these challenges and what he thinks companies can do to improve this. 

Dusit Thani College in Bangkok, is Thailand's first and largest hospitality school. John currently drives international partnerships sales and strategies in his position as Executive Director External Affairs.

 Earlier in his career, John worked with IHG hotels in Thailand and India and served as the Director of Business Development for the American Hotel & Lodging Educational Institute (AHLEI) in Europe. He has also held various board positions for EuroCHRIE, the Council of Hospitality, Tourism and Event Educators and is a member of multiple global hospitality education and training associations. He is a global citizen, a graduate of Glion Institute of Higher Education in Switzerland, has lived in over seven countries and currently resides in Bangkok, Thailand with his family.

 From the Veneto region of Italy, Egidio Marcato has had a prestigious career in hospitality and hospitality education. Egido studied hotel management in Aban Terme and received a Master in Business Administration from Endicott Collegein the USA.

He has worked for over four decades to promote the profession of hotel receptionist and co-founded the Swiss AICR competition for best receptionist known as the Bucherer Trophy.  In 2015 he was appointed president of the jury of the David Cambell Trophy (world’s best receptionist award).

In recognition of his vast experience and expertise, SwissSkills appointed him Swiss expert/coach at WorldSkills and EuroSkills for the profession of hotel receptionist. In 2020, he founded his own company, the Swiss Hospitality Guild, a training centre for those wishing to excel in the art of hospitality.

In this podcast, Alvin talks about his inspiration for his comedy sketches and what it is like for a Chinese native to break into the stand-up comedy world in Britain.  We talk to him about his inspiration for his comedy shows and how being a Chinese ex-patriot fuels some of his best jokes.  

Alvin also talks about his educational experience in Switzerland as a Chinese foreign student and why it is vital for young students to leave their home countries to experience a global educational environment.  In addition, Alvin explains how a hospitality background can be a starting point for many kinds of careers and how the soft skills learned in this field of study are transferrable.

Alvin Liu was born in mainland China and studied at Glion Institute of Higher Education in Switzerland where he was awarded a Bachelor’s degree in Hospitality Management.  Since graduating, he has worked as a Talent Recruitment Consultant for several companies in China and London and recently has specialized in Data Talents.

In this podcast, Robert describes what a concierge does, why this position is still important for prestigious hotels and for their role in satisfying demanding client requests.  Robert explains the importance of having a strong network that can be relied upon when a request is particularly challenging.

Robert also gives our listeners an inside look into the International Clefs D’Or, (translated as The Golden Keys), a professional association of hotel concierges, with approximately 4000 members working in over 80 countries and 530 destinations, in literally every corner of the world.  In 2009, Robert became the President of this prestigious organization and he has served this organization in other positions such as the Treasurer and Delegate for Great Britain.

With roots dating back to 1929, Les Clefs d’Or was officially founded in France in 1952 as a not-for-profit organisation based on two pillars: Service and Friendship. Before earning the right to wear the golden keys, those who aspire to become a member must have several years of experience as a hotel concierge, pass comprehensive testing and prove, beyond doubt, their ability to deliver highest quality of service.

Joining the Willard InterContinental Washington in February of 2006, Chef Concierge Robert Watson brings to the DC landmark hotel over 48 years of Concierge service experience accrued from working in properties all over the world. 

Prior to this, Robert has held Chef Concierge positions at the Grosvenor House Hotel, the Park Hyatt Carlton Tower, and the MayFair InterContinental Hotel in London England.  He has also held this prestigious position at the Hotel InterContinental in Luxembourg, the Cape Sun InterContinental Hotel in Cape Town, the InterContinental Sandton Sun Hotel in Johannesburg both in South Africa where he aided in the hotel’s opening.  His duties during this time included creating hotel policy and procedure as well as the development of their training manual for all concierges, porters, doormen and drivers. 

In 2009, Robert became International President of Les Clefs d’Or.  Robert has also held the positions of International Delegate for the Golden Keys of Great Britain and Treasurer of the Golden Keys of Great Britain in addition to being a member for over 40 years.  He is currently an active member of the Les Clefs d’Or, USA.

Fluent in four languages, including Spanish, French and Italian, Robert’s international perspective began during his childhood where he was raised in both Uruguay and Costa Rica, and attended a French school before settling back in the United Kingdom to begin his illustrious career.  Now based in Washington DC with his wife Paula and son Brooks, Robert Watson offers each guest an in-depth knowledge of Washington DC with a professional and pleasant demeanor.

Vadim also explains the reasons for creating his own company and pursuing his entrepreneurial goals with the creation of Vibe Hospitality, a service provider and advisory specialised in food and beverage for new and existing businesses in South East Asia.  Vibe Hospitality offers practical solutions based on a company’s needs, budget, expectations and objectives. The company’s core value is to create strong concepts, competitive business models and genuine success.

Finally, Vadim talks about the importance of maintaining his alumni connections in Thailand and why he still enjoys frequent get-togethers with his former classmates.  In addition, Vadim gives our listeners advice on pursuing a global career in hospitality and the many reasons why he is happy to have embraced this career path.

Vadim Bekker is a graduate of Glion Institute of Hospitality in Switzerland and obtained a Bachelor’s degree in Hospitality Administration.  He has worked in Food and Beverage in The Maldives and Thailand and has held several management positions.  In 2020, Vadim became a managing partner at Vibe Hospitality.

Andrew gives our listeners some insight into how AI is revolutionizing the hospitality field and what to expect in the coming years.  Andrew assures our listeners that AI will never replace the “human touch” that so many customers value but instead will improve customer service and make travel and tourism more appealing.

Andrew is a versatile professional known for his determination and commitment to finding solutions. With a unique approach to problem-solving, he embraces challenges head-on, vowing to find answers when faced with uncertainty. Currently, Andrey serves as the Head of Business Growth at JetRockets.  In this role, he dedicates his efforts to elevating business processes, assisting clients in launching new projects, and contributing to the company's overall growth. 

His enthusiasm for his work is palpable, and he enjoys surrounding himself with like-minded tech enthusiasts. Andrey's professional journey has been marked by significant achievements and diverse experiences: 10 years in hospitality worldwide, English teaching in Vietnam, and Business Development in the Tech industry.

In 2004, Ursula established People Skills Business.  People Skills Business partners with companies in the hospitality, tourism and leisure industry who are passionate about equipping and enabling their people to deliver great work and exceptional service to customers. Their mission is to put learning at the heart of the business by providing bespoke leadership and executive coaching programmes that are easily accessible to all and encourage a culture of continuous learning.

Ursula comments on what makes a great hospitality leader, the role of women in the current hospitality field, the challenges facing hospitality in the future and how businesses can attract and retain young people by providing more learning and development and not shying away from hard truths. 

Ursula has led multi-cultural teams and managed large-scale projects across Europe, Middle East, Asia and North America. Her breadth of knowledge of Human Resources and the international service industry make her well equipped to work with senior management to help them recognise and solve key business issues.

She has been recognised and won awards for her work with Maybourne Hotel Group, Mandarin Oriental Hotel Group and InterContinental Hotel Group from Personnel Today and World of Learning Awards.

Ursula has a Masters in Human Resource Strategy from London Metropolitan University, a Diploma in Hotel Management and Business from Technological University Dublin and is a qualified Time to Think Coach. She is also highly experienced as a programme manager, designer, facilitator  and presenter.

To learn more about People Skills Business click here: https://www.peopleskillsbusiness.com and here: https://vimeo.com/739985876

 In this podcast, Vanessa explains how she went from working at the Dolder Grand Hotel in Zurich, winning the AICR world’s best receptionist in 2010 and then onto Lebanon to learn Arabic.  From there, she moved back to Switzerland to pursue her studies in Social Sciences.  After finishing her Master’s degree and trying to gain a foothold in peacebuilding and development during the pandemic, she was thrilled to learn that she was chosen to work for the UNDP in Iraq.

 Vanessa’s credo of “embrace the chaos” has been useful while working in the hospitality field and most certainly in her current position as the Programme Officer of the UNDP Social Cohesion Team in Baghdad.  Iraq’s recent history has been marked by many devastating conflicts and much of the UNDP’s work revolves around working with international partners as well as the government of Iraq to rebuild destroyed infrastructure, bring back displaced people to their homes, and support in laying the foundation for development in the country.  “Social Cohesion work” includes all projects aiming to support people from different backgrounds to live together peacefully and to be accepting of each other.

 Vanessa describes how her hospitality career prepared her for her current profession.  She describes some of the hospitality transferable skills such as customer care and service, interpersonal communication, teamwork, decision making and crisis management that are skills she can use in her daily development and peacebuilding work.

 Aoife shares her personal stories as a host on Airbnb before she began working there and how the company’s mission and values won her over. It’s hard to think of a more quintessential story in disruption than Airbnb — the global platform that changed the way we think about staying in other people’s homes, which disrupted an incumbent industry. It pivoted and thrived during the pandemic and floated 3 years ago with a market cap of over $80bn. 

 At Airbnb, Aoife pioneered and expanded regulations for home sharing and spearheaded cross-functional efforts that resulted in the implementation of some of the first ever home-sharing laws in the world. She shares some remarkable anecdotes with our listeners and describes some unforeseen experiences in meetings she had with city officials who were concerned with how Airbnb would change the local tourism scene. 

 After 4 years as General Counsel EMEA, Aoife became a founding leader of Airbnb’s Experiences business, leading Business Affairs, Social Impact and Diversity & Inclusion. She also initiated, led and closed Airbnb’s largest global partnership, a 10-year landmark deal with the International Olympic Committee, which will drive economic empowerment opportunities for millions of hosts, athletes and local communities during the next 4 Olympic and Paralympic Games. 

She is an expert at navigating complex policy and risk for disruptive companies that are expanding globally and will share her take on what companies need to consider when they have to make difficult trade-offs between scale and risk. Aoife previously worked as European Legal Counsel at Apple and as Global Head of Commercial & Regulatory Affairs at Skype. During her time at Apple and at Skype, Aoife also saw huge growth and scale in her role including the launch of the iPod and the first partnership that enabled Skype on mobile. 

 Aoife is an Advisor and Board Member in the USA and Europe, as well as an angel investor. She coaches entrepreneurs and founders, prioritizing female and minority founded companies.

They were founded by 5 members a year ago and at the time of founding, three of its members were based in Switzerland while the other two are on the ground in South Africa. 

 They work with local communities to identify their greatest needs and implement a 2-pronged approach by fixing the most urgent short-term needs and building sustainable models for the long term to get them to a point of being self-sustainable. 

 Their self-sustainable model depends on what best suits a particular community. Swiss4Afrika has realised that these models need to have certain elements: 

1. Create an ability to generate income / provide resources to the community so they are not reliant on donations. 
2. Develops skills for members of the community that they can apply to contribute to their community well-being. These skills should be transferable so that it enables them to be employable outside of the community. 
3. Creates employment opportunities and experience building for members while they are living in the community. 

 One of their communities is called Soli Deo Gloria Care Centre (Soli), based in Lydenburg. Swiss4Afrika formed an alliance with a global organisation called Meals on Wheels, a type of soup kitchen for the frail and poor in the area. With this alliance, they will be able to train people in kitchen skills and provide a much needed service to the local population.

 Randel van Heerden, Director of Swiss4Afrika: 

Randel has volunteered in some interesting places around the world. In South Africa he volunteered as a policeman to assist investigations in crimes committed against children. Randel moved to the Philippines with his wife and volunteered to build a school for the poor on a garbage dump in Manila. 

With others, he assisted in delivering aid to affected people each time a typhoon blew through Manila.  In Guatemala he assisted an NGO called Constru Casa to build homes for the poor.  In the Ivory Coast, Randel headed up a team of volunteers who helped to renovate the Abidjan zoo. He was sponsored by the Swiss and German embassies as well as the Calao Foundation in Luxembourg, the San Diego Zoo in the USA and private donors. In 2022, Randel and his wife moved to Switzerland and started Swiss4Afrika.

 Brigitte Lawler, Director of Swiss4Afrika: 

Brigitte Lawler is the founder of Legenda solutions-focused consultancy specializing in business growth, scaling tech companies and transforming business for the digital world. Having worked in more than 30 countries and lived in 4, Brigitte has developed a global perspective to business in different markets. Brigitte is able to draw on experience as a Global Transformation Manager across several business and functional areas, as well as adapting those skills and competencies in the world of Entrepreneurs and Start-Ups. As a founding member and director of a Non-Profit Organisation, Brigitte equally applies her expertise on organizational, process and people development in an effort to alleviate poverty. Key-note speaker and author. 

 João also speaks to our listeners about the importance of self-discovery, determination and resilience and how he was inspired to create a new project called "We Accelerate Prosperity" when COVID hit back in 2020.

 João de Saldanha is a Portuguese adventurer thriving in the vibrant streets of London.  He has always had an entrepreneurial spirit and he took the leap into starting his own business at the age of 27. Throughout his journey, he experienced the thrill of success, but also faced the bitter taste of failure. Not once, but twice, his businesses failed, testing his resilience and determination.
 
During those challenging times, he often daydreamed about a different path—a path where he could create a diverse investment portfolio that would provide him with a consistent income and occasional capital gains. The only problem was, he didn't know where to start or how to navigate this new territory.
 
 Thankfully, destiny intervened when a friend introduced him to a personal development program that resonated deeply with him. It was a moment of clarity and he realised that he had to embark on a journey of self-discovery, focusing on both his mindset and financial intelligence. He devoured books, watched enlightening videos, attended empowering conferences and seminars and sought guidance from coaches and mentors. With every step, he began constructing the blueprint for his dream—a portfolio of investments that would reward him with regular dividends.
 
 But he didn't want to keep this newfound knowledge and success to himself and he felt an overwhelming desire to share it with others.  Over the years, as he honed his skills and implemented effective strategies, he discovered his true calling—to empower and uplift others on their own financial journeys.
 
 Since 2012, he has been immersed in the world of business, investments and start-ups. Through his guidance, he has helped many individuals increase their wealth to over €1 million. Witnessing their transformations and witnessing their lives change for the better has been one of the most rewarding experiences of his life.

 Puneet also explains how India is preparing young people for the industry and what can be done to improve hospitality education and increase the number of qualified staff for the future.  We also ask him how he foresees the future of hospitality in India and the challenges that the industry will face in the coming years.

 Puneet Baijal is currently the General Manager at the luxurious five-star Hyatt Regency Hotel in Ahmedabad, Gujrat India.  The Hotel has been and continues to host many Presidents, Prime Ministers and global state dignitaries.  With over 25 years in the hospitality industry, predominantly in the Middle East and India, Puneet has led diverse teams of up to 48 different nationalities to deliver successful business initiatives.  He helped to secure the Best Hotel of the year in 2017 and the Best Upcoming Hotel awards for the Hyatt Regency, Chandigarh in 2018.  

 Puneet has repeatedly been recognised for exceptional performance: Leading F&B Director/Best GM - Hyatt, India; Best GM in Middle East - Hyatt, Doha, and Best GCC Business Leader - Roda Al Bustan, Dubai.  He has consistently achieved 95%+ in employee satisfaction scores and maintained the lowest staff attrition rate.
 
 He has also been the Corporate Social Responsibility (CSR) committee leader, arranging outreach to NGO’s and underprivileged sectors of the community to share the hotel’s luxury features and offer employment opportunities.
 
 
 

Baking is Jacquy’s passion. He comes from a long lineage of family bakers. He started learning the craft like many do, at a young age, in his father’s kitchen.  This is where he learned that when you can make a beautiful croissant or a baguette, you bring joy and happiness to others.
 
 What drives Jacquy is not just to be the best at his craft, but also to share his passion with others. Twenty-five years ago, he co-founded The French Pastry School  in Chicago with Chef Sébastien Canonne.  He is happy that all the pastry chefs they have trained can, in turn, bring joy and happiness to many more people.

More recently, they have taken their 25 years of instructional knowledge and have put it into an online, on-demand, educational format that allows both enthusiasts and professionals to build on their knowledge in Baking and Pastry Arts.  This is available through The Butter Book (www.thebutterbook.com) which offers an on demand online education as well as their partnership with Rouxbe (www.rouxbe.com) which offers a wide range of educational programs in Pastries and Breads. 

 Francesca shares some lively anecdotes about her first internship and gives her advice to young people who are just starting out in the business.  With humour and a good dose of humility, she also shares her challenges with learning accounting and cost management and how she turned these challenges into success by authoring a Cost Management book in Spanish.

 Finally, she shares her ideas hospitality recruitment and trends and how she sees the future of hospitality. 

Francesca Palazuelos embarked on her hospitality journey with a deep passion for the field, commencing her education at the renowned Glion Institute of Higher Education in Switzerland, where she had the privilege of learning from the best in the industry. Her career has taken her to various corners of the world, including internships at the Grand Hyatt São Paulo in Brazil and the Mexican embassy in Nairobi, Kenya; experiences that instilled in her a profound appreciation for the industry. 

Over the years, Francesca has been fortunate to work with some of Mexico's well-known restaurant chains, including Grupo Cinbersol, Banquetes Susana Palazuelos, Liverpool (Experiencia Gourmet), and Giornale. In a testament to her dedication and hard work, she found herself entrusted with the role of Director of Operations at the age of 28, overseeing 16 restaurants and a team of 400 employees. 

One notable achievement in her career was her involvement in the introduction and adaptation of Magnolia Bakery to the Mexican market. Francesca is now a consultant, offering her insights to more than 10 companies, including yacht clubs, vineyards, and boutique hotels in Punta Mita and Zihuatanejo, spanning various concepts such as fine dining, large café chains, sushi, seafood casual, and concept restaurants, among others. 

Francesca has authored a book titled "Recetas para el Éxito," aimed at providing practical advice on cost management, purchasing, and inventory control for restaurateurs, drawing from her hands-on experience. She remains committed to her passion for the culinary world and strives to make a positive contribution to the industry. 

 While working at the Connaught, Claude met actors, royalty, celebrities and politicians and he describes some of his most memorable moments.  He tells our listeners why the Connaught was unique and highly appreciated by its guests.  

 After the Connaught, Claude moved on to the London Ritz where he continued his Food and Beverage career there until 1991.  It was Mr. Julian Payne, the former manager at the London Ritz and a much-appreciated mentor, who introduced Claude to the London private club scene and gave him the opportunity to start working for them.

 Claude shares his hospitality acumen, his values and why he hasn’t considered retirement as of yet.  As a Frenchman living in England for many years, Claude tells us why he appreciates London and why he decided to come back from France after working eight years at the Château de la Pioline in Aix en Provence.  Claude also tells us why it’s no longer easy to find experienced and dedicated staff and how he has seen the hospitality field struggle, change and evolve.

We also ask Claude to share his ideas on how the private club niche is just one of the many places young people can aspire to work and what skills are needed for this kind of employment.

Finally, Claude talks about how 5 Hertford Street Private Club welcomed guests as part of the Coronation of Charles celebration in May of this year.  Understanding royal protocol is just one of the many reasons  why Claude is a very popular, admired and treasured hospitality expert.

As a California native living in Switzerland, Cathleen went from an accessibility friendly environment in the USA to limited accessibility in Europe.  She also explains that accessibility isn’t just about physical improvements, but attitudes towards people with limited mobility.  Although she has seen some major improvements, Cathleen thinks that many places need to be more pro-active and sensitive to limited mobility issues.

Cathleen Cain has a Master’s in Mental Health and is a certified Somatic Experiencing therapist.  After 18 years as a licensed psychotherapist in the US, Cathleen Cain moved to Switzerland in 2006. The driving force in her work is to help others find or re-find ease and comfort in their being.  Her own journey of healing after a traumatic accident 40 years ago had her searching for a therapist who had both psychological and body work skills.  As these professionals are difficult to find, studying both somatic and cognitive approaches to help others re-establish their equilibrium has been her focus. She works in English and French.

With 30 years of experience in mental health as a body-oriented therapist, Cathleen enjoys creating a safe environment for explorations that lead to personal solutions. The approach she has developed taps into her clients' existing resources.

Her professional training includes Somatic Experiencing, Soma Embodiment, EMDR, Solution Focused and Milne Cranio-Sacral training.

Her personal interests are dance, sports, meditation, nature experiences as well as reading, bee keeping and family.

 In this podcast he shares some memorable moments and the particular challenges he has had to face. We also discuss the literary and cinematic legacy of this mythical train and what guests are looking for when they board.  

 Francesco describes his professional path and what led him to this remarkable hospitality position.  Several years working in China allowed Francesco to gain invaluable experience and knowledge of another culture and in this podcast, he talks about his time spent there.

 Francesco Bonotto in an experienced Operations Officer with a demonstrated history of working in the food & beverage industry. He is skilled in catering, the hospitality industry, multi-unit management and restaurants. He has strong business development experience and a Bachelor’s degree focused on Business Administration in Hospitality from GLION institute for Higher Education in Switzerland.

Tache Chocolate was founded by pastry chef Aditi Malhotra Ahooja. Her delicious and unique chocolates draw inspiration from her travels around the world and her Indian background. Each bite sized treat tells a story and captivates the senses! Aditi describes them as a “Journey of the Senses”

She is a graduate of The Glion Hotel School in Switzerland and The French Culinary Institute. Aditi first started her career working under acclaimed pastry chef Pichet Ong and then went on to work as a Japanese chef at Morimoto. Aditi had an opportunity to learn from a chocolatier in Paris before opening her own storefront in NYC. 

Since opening Tache in 2012, Aditi and her chocolates have taken the confectionary world by storm.  She was the winner of Zagat’s 30 Under 30 Award and selected as one of Forbes 30 under 30 game changers in Food & Wine.  She competed twice as Forbes best young chef in America as the only dessert chef invited. 

All of Tache’s creations are handcrafted in her mini Willy Wonkaesque factory and are handmade from the finest ingredients in the world. Tache is also famous for its chocolate-making classes, which have gained the attention from the New York Times and Time Out Kids.  

Her chocolates have been featured in The New York Times, Time Out, TV Asia, The Huffington Post, The Village Voice, Business Insider, Food and Wine, InStyle Magazine, Gotham Magazine and an HSBC commercial.

Tache’s name comes from the French word “tache” which means spot or smudge. When it comes to Aditi, she always has a “tache” of chocolate smeared all over her chef’s coat. There was no other option then to name it after the evidence of a whimsical chocolatier!

Both Byron and Philippe talk about their travel and dining experiences and how cuisine from different places influenced Byron’s culinary explorations and dishes.  With humour and a touch of irreverence, they describe some of their underground dining events, give advice to people who may be interested in creating an Underground Dining venue and their favourite places to go for Underground Dining.

Byron Westlund Jr. grew up in Cupertino, California surrounded by fruit orchards. Cupertino, before becoming the Apple Corp. headquarters was a small village one hour south of San Francisco populated mostly by Italian and Mexican immigrants. There he was introduced early to the delicious tasty layers of ancestral Mexican cuisine. 

After college, Byron worked in technology and with the responsibilities of holding leadership positions, he was afforded the opportunity to travel the world for business. As an adventurous and curious person, Byron would explore the food scene everywhere he landed. With offices and staff he would visit, on an almost monthly basis, Grenoble, Lyon, Geneva, Mexico City, Tokyo and Singapore.  Byron would go out of his way to sample all local tastes and traditional dishes. 

Upon his return home to Silicon Valley, he would spend hours recreating the flavours and structures of the dishes he so loved while out in the world. Underground Dining at Naglee Park was inevitable and for ten years, became Byron's retirement-from-technology job, but much more fun and creative. Byron loves nothing more than welcoming friends and family to his table and to share with them his passion and love for good, heart-warming, soul-lifting food and good times.

 Dr. Philippe Rey is the Executive Director of ACS in the Silicon Valley, California.  He first joined Adolescent Counseling Services in 1998 as Caravan House Program Director. After three years at Caravan, he became a member of the executive team as Associate Director and has now been the agency's Executive Director since 2004. 

Philippe was born and raised in the French-speaking region of Switzerland and came to the United States in 1984 to attend the University of California at San Diego. In 1997, his doctorate in clinical psychology with a concentration in child and family therapy was conferred by Alliant International University in San Diego. Before pursuing graduate studies and a career in psychology, Philippe graduated from business school in Sion, Switzerland. 

 With his husband Byron, Philippe operated an "Underground Dining" establishment which served as a cultivation & fundraising vehicle for ACS since 2011.1

 Mohammed also shares his passion for hospitality and describes how the Kingdom of Saudi Arabia is moving quickly to meet the hospitality and tourism demands that the country is facing.  The Vision 2030 project is focusing on opening up new destinations for tourists and creating unforgettable experiences for them.  

 Finally, Mohammed discusses the efforts the Kingdom has made to be more open and to project a more modern image of their country. He also discusses the work opportunities for women in Saudi hospitality and what is being done to promote their employment.

 Mohammed Marghalani is currently the Saudi Chief of Franchised Assets Operation at one of the PIF hospitality projects. He has more than 18 years of experience in the hospitality industry. He was the former Cluster General Manager for The Ritz-Carlton, Riyadh and Jeddah where he managed and oversaw the overall operations and strategic direction of the five-star property that consists of 493 rooms and suites, including its nine dining outlets. 

 Mohammed joined The Ritz-Carlton, Riyadh as a member of the pre-opening guidance team in 2011 in the role of Assistant Director of Finance. Prior to this, he had a progressive and successful career with other well-known luxury brands. In January 2020 Mr. Marghalani became the General Manager for the iconic property and drove it successfully through the Covid -19 crisis and the return to its normal phases while achieving impressive results financially and qualitatively.  He was recently awarded the best General Manager in Ritz-Carlton globally for 2023. 

 Marghalani began his educational career by acquiring a bachelor's degree in hospitality and tourism management in 2006 from Glion Institute of Higher Education in Switzerland. After that, Mohammed went on to advance his knowledge in the field by obtaining his MBA with a concentration in hospitality management from the Ecole Hotelier de Lausanne in Switzerland. He was also enrolled with the Marriot Ascent Leadership Program at the UNC Kenan-Flagler Business School in the United States to thrive and grow his leadership skills. 

 Marghalani has several leadership qualifications - he is a member of the Saudi Council of Leaders,  and he has been one of the participants in the first version of the Leaders 2030 Program for the MiSK  Foundation. This program has over 1000 leaders who contribute to achieving the goals and strategies of the Kingdom's Vision 2030.

 Yannick also discusses how to interest and motivate young people to join the ever-changing hospitality environment and best practices when it comes to training and retaining young talents.  Yannick has an contagious passion for hospitality training and education while recognizing the importance of matching knowledgeable and dedicated hospitality educators with young minds.

 Yannick Bouyidou, MBA, is a driven, multi-lingual hospitality professional turned entrepreneur who holds a bachelor's in Hospitality Management and an MBA in Business Transformation & Entrepreneurship. Yannick worked for over a decade for the luxury hotel chain The Ritz-Carlton, holding various leadership positions on 4 continents tasked with improving customer experience, employee engagement, and ultimately financial performance.

 Today, Yannick decided to reinvent himself with a vision of giving back by sharing his passion and expertise in customer success strategies and entrepreneurship with recipients such as industry experts, startup founders, and students around the world. 

 Yannick co-founded two companies and is actively involved in the Swiss start-up ecosystem, working as a judge & mentor for MassChallenge Switzerland, leader in helping startups across Europe grow their businesses by accelerating nearly 400 startups across multiple industries (+CHF 196M in funding). 

 Today, Yannick’s mission is to create an ecosystem of products and services that allows individuals and companies to achieve their personal goals by collaborating and sharing a meaningful journey together.

 In this podcast, Judith discusses what it was like to compete for Best Receptionist and what she learned from the experience.  She also talks frankly about the position of hotel receptionist and the challenges young women can face in front office positions when they decide to have a family. 

 Finally, Judith describes her new career path as a career coach and how her hospitality background has tied in with this new position.  She ends this podcast with advice and suggestions for young people getting into the hospitality field.

 Judith Malavallon has a hospitality management background and worked several years as a hotel receptionist in Switzerland. In 2015 she won the Bucherer Trophy for Switzerland’s Best Receptionist and the contest gave her the ticket to the worldwide contest in Vienna, where she finished 2nd runner up. For several professional reasons, Judith left her position at the Beau Rivage Palace in Lausanne and decided to pursue a different challenge. 

 She became a hospitality instructor at Glion Institute of Higher Education and this was where her passion for training and coaching was officially put into practice.  After a few years and a change in management she left hospitality education and did some coaching for a luxury car company to improve their service, especially at front desks and for after-sale service. 

 Judith was recruited to work at EHL as a front desk instructor and she trained students in practice and in theory for front office and housekeeping operations. 

 When Covid-19 arrived and changed everyone’s life, her priorities evolved and she realized that her professional situation no longer matched her personal family situation, vision and values.  She spent time self-reflecting about what professional field and job would fit with her new role as a mother and wife.  She did a skills assessment at Ingeus in Lausanne and in the end, she became an employment coach there.  Her daily tasks include coaching one-to-one with people looking for a job as well as giving workshops about various topics useful when in job search.  As she likes to remind us, what is essential is to have a work-life balance. 

 In addition, Claudine shares her insights into how the hospitality field is evolving and why hospitality education needs to keep up with these changes.  Claudine also explains how young people can prepare for successful careers in hospitality and tourism.  

 Claudine Thoma is a passionate teacher with a demonstrated history of working in the hospitality industry. She is currently a Hospitality Management lecturer at Hotel and Tourism School in Luxembourg along with being the Hotel Reception Expert for EuroSkills this year and WorldSkills next year in Lyon, France.

 Claudine has an extensive background in hospitality and has worked in Rome, Brussels, and France.  She is skilled in Event Management & Commercial Management and has a strong operational experience with over 16 years of experience in luxury hospitality companies, but above all, she loves challenges! 

 Rocco also gives his insight into hospitality education and why schools need to be more honest with potential students about their future careers.  He discusses the proliferation of new hospitality brands and describes he ideas on sustainability in the hospitality field.  Finally, Rocco talks to us about his personal, revolutionary hospitality project in Mexico, My Humble House. 

 Rocco has worked for some of the best international brands in 11 countries, from Europe to Middle East, Asia, India, Africa, the Caribbean and Mexico.  He started his career in Dubai with Jumeirah Hotels & Resorts, worked with Four Seasons, Hilton, Aman Resorts, IHG, LUX* Resorts, Starwood (now Marriott), and other independent companies managing world class, luxury hotels. 

 Educated in Italy, the UK and most recently with Cornell University in Singapore, Rocco is an avid learner and continues his educational investigations online to keep up to date with the latest global tourism trends.  

 Rocco contributes actively as an influencer of the hospitality industry through social medias, writing articles in digital blogs, speaker in several conferences and podcasts, visiting lecturer at hotel schools and has been a Board Member of pro bono organizations like Hoteliers Guild, GSN Planet and the World Wellness Weekend. After years of brewing his idea and mastering the art of hospitality, Rocco has decided to put all his experience and knowledge into a revolutionary hospitality concept with a unique business model and begun working on ''My Humble House'' concept. 

 Rocco is still actively working in the industry and he is currently in Mexico, consulting for various developers of boutique hotels and master planned communities.

 Alexandre’s specialty is luxury hotels and resorts, and in this podcast he describes this growing field and how it has evolved over the past 10 years and what the future holds for this niche.  He also discusses the current challenges that the hospitality field is facing and how it can adapt to an ever- changing environment. Finally, he gives advice on how hotels can better recruit, train and retain talent. 

 Alexandre Maia de Carvalho was born in Coimbra, Portugal in 1973, and today lives between Lisbon and the Algarve.  He is currently the General Manager of the Wyndham Grand Algarve, Portugal.  He has a strong commercial profile oriented towards luxury consortia, upscale travel agencies and luxury concierge companies.

 Alexandre also owns and operates a boutique hospitality consulting firm called MC Hospitality Advisors www.mchospitalityadvisors.com focused on helping private equity firms to find assets and start operating them in Portugal and luxury hotel openings.

 Alexandre holds a degree in International Hospitality Management from the Glion Hotel School, and a postgraduate degree in F&B Management from Cornell University. In recent years, he has invested heavily in online training in Asset Management, Portfolio Management and Private Equity. 

 Alexandre is very experienced in bridging solid foundations between hotel operations, management companies and private equity funds. Maximizing asset value by property repositioning and curating unique guest experiences: turning great hotels into iconic properties. He has a strong track record leading hospitality focused projects, excels at design and is both a creative and strategic thinker.  Alexandre is an actual and former member of Tourism Boards in Lisbon, Cascais and Vilamoura. 

Christian also speaks to our audience about why Central and Eastern Europe have become such popular destinations.  Finally, he talks about hospitality education in Switzerland and how hospitality schools must continue to train and educate for an ever-changing hospitality reality. He also gives young people advice on how they can prepare for a career in hospitality development.

 As Vice President of Development for Europe at Wyndham Hotels & Resorts, Christian Michel is responsible for leading the company’s growth strategy and execution in the region.  

 Joining the company as Director of Development for Eastern Europe in 2004, Christian’s remit has expanded to more markets over the years, more recently to cover the whole European region. A 30-year industry veteran, Christian served various General Manager positions for recognised hotels brands in different countries, including Ramada by Wyndham, Swiss Inn and Mövenpick Hotels. 

 Christian is a native Swiss and has lived and worked in the UAE, Egypt and Switzerland. He is multi-lingual and speaks French, English and German. He holds a bachelor degree in Catering Trade from the Hotel School in Lausanne, as well as a Swiss Confederation Certificate of Marketing.

 Christian started his career as a professional chef for The Gstaad Palace and food remains one of his biggest passions, along with travelling.  

 The potential for increasing tourism in Cameroon is one of the reasons that Laurence is passionate about hospitality training in her country and she describes her entrepreneurial forays into the Cameroonian hospitality world.  

 Laurence Toudjui is an alumni of Glion Institute of Higher Education, Switzerland. She is also a certified etiquette coach and consultant from the British school of etiquette. She started her career in France and Switzerland in the hotel industry and then decided to go back to her motherland Cameroon where she worked both in and out of the hospitality industry. She is an expert in hospitality management, which has been her dream from her childhood. Laurence created AYS (At Your Service) a hospitality training center based in Douala, Cameroon.

 Manrique Rodriguez recently became the General Manager of the JW Marriott Guanacaste in Costa Rica and he was the General Manager of the iconic Intercontinental Phoenicia in Beirut, Lebanon.  He has a strong background in hotel operations with over 30 years’ experience in different styles of hotels.  He has a highly motivational, people-orientated management style with a clear vision of hotel objectives.  

 Manrique also talks about a tragic and unforgettable event – he was in the Phoenicia hotel on August 4, 2020 when the explosion at Beirut's port occurred.  It was one of the largest non-nuclear explosions in global history. The explosion sent shock waves through the city, killing at least 220 people, and wounding over 7,000.  In addition, there was extensive property damage all over Beirut and The Phoenicia hotel was forced to close due to extensive damage.  Manrique talks about this trying, challenging event that happened during the COVID pandemic.

 Manrique has had a progressive hotel management career spanning more than 30 years within IHG Hotels & Resorts.  A truly global hotelier, he has worked as General Manager for IHG Hotels in the USA, Brazil, Australia, Spain and in Beirut, Lebanon at the Intercontinental Phoenicia.

 Tim describes his experience in Montreux and the lasting impressions he has from participating in this important event.  He recognises the importance of his support team and family during a increasingly demanding preparation for this three-day event. He also talks about the mental and physical challenges of competition and how he learned how to overcome moments of doubt and stress.  

 Finally, Tim talks about the support he received from his team at the Bürgenstock and how his employment at the reception desk was a vital part of his competition performance.  He also shares his impressions of meeting competitors from around the world and the lasting friendships that he developed with the other contestants.

 Dr. Shoemaker (Ph.D., Cornell University) recently transitioned to the UNLV Office of Philanthropy and Alumni Engagement after a decade of service as dean of the UNLV Harrah College of Hospitality.  He is an acknowledged expert in pricing, revenue management, consumer behaviour and customer loyalty programs. 

Dr. Shoemaker has served as an advisor to numerous hospitality service providers over the course of his career including British Airways, Accor, Hilton, Landry’s and Hyatt.  He has helped game developers test market new casino games (both slots and table games), developed pricing strategies, developed programs to measure customer satisfaction, modelled the success and failure of marketing programs, and developed segmentation strategies based on consumer motivations in the gaming, lodging and restaurant industries. 

In addition to this, he has published two marketing textbooks, Marketing Leadership in Hospitality and Tourism: Strategies and Tactics for a Competitive Advantage and Marketing Essentials in Hospitality and Tourism: Foundations and Practices, and his research has won numerous awards.

 Since 1996 Dr. Shoemaker has served as a member of the executive education faculty at Cornell University where he has taught courses in strategic pricing, revenue management, strategic marketing for hotels and restaurants, and customer loyalty.

 Dr. Shoemaker has also applied his knowledge of hospitality to help healthcare professionals improve patient satisfaction.  He has held a joint appointment at MD Anderson Cancer Center in Houston, TX and worked with Memorial Healthcare Systems, Houston. His third book, Hospitable Healthcare: Just What the Patient Ordered, will be  launched on September 5th 2023 and can be preordered on Amazon and Barnes and Noble.

 Tom Su is a musician, a hotelier, a telecommunication manager, a life counsellor and a volunteer. He was born in Taiwan and has a fine arts bachelor degree in violin. He also graduated from Glion Hotel School in 1996.  He later became the director of sales and marketing at The Ritz Taipei at the ageof 30. In 2003, he emigrated to Canada where he earned an MBA at the University of Victoria, specialising in Service Management. During the pandemic, he recognised the mental health crisis, so he went back to school and got his certifications in Life Coach and Life Counselling.

 Currently Tom is working at Telus, a telecommunications company in Canada. Since 2006, he has also been playing the violin with the West Coast Symphony. Most importantly, he is an active volunteer in senior care facilities, hospitals and his community. 

 Recently, Tom was awarded as a Local Hero from the mayor of Burnaby in June 2023, to recognize his contribution to the community and an article about his volunteer work was featured in Pancouver, a local Vancouver publication.

(https://pancouver.ca/violinist-tom-su-spreads-joy-and-builds-empathy-by-taking-his-music-to-the-people/). 

 Marina also discusses her work at The Bench, a global investment event organisation and hospitality trends and innovations such as long-term stay that are focused on travellers that would like to be more comfortable in their accommodation, or are staying for a week, a month or more in the city. 

 Marina also speaks about lifestyle hotels that are particularly attractive to younger travellers who want to experience the local atmosphere even within the hotel. Lifestyle brands bring the community inside by creating different rooms and social spaces and also serving the local clientele.

 Finally, Marina talks about the future of hospitality and the importance of sustainability and gender equality and what the industry needs to do to improve on these vital topics.

Marina Franolic is the Managing Director at The Bench, a global hospitality investment event organiser. Marina joined in 2019 when her Adria Hotel Forum – now IDEEA Hospitality Investment Forum, was acquired by The Bench. 

Marina began her hospitality career at the Glion Institute of Higher and the Hotel Savoy, Rocco Forte group, in Florence. After several years outside of the hospitality industry, in 2012, she established her company with the goal of bringing global trends to the regional industry. 

In 2013, Adria Hotel Forum was launched with the idea of showcasing world trends, sparking the creation of new ideas and partnerships and overall development of the hotel industry. Within years, AHF was confirmed to be the only internationally recognised hotel investment conference within South-Eastern Europe whose partners were global companies. The company then started another unique event with the goal of bringing trends into everyday hotel operations – HOW /Hotel Operations Weekend/ Festival that gathers every year more than 500 participants. In 2018, the company was rebranded as HESA Group and served as the connoisseur of the regional market and opportunities. 

In addition, Marina serves as the Industry Advisory Board Member at Glion Institute of Higher Education and holds both Croatian and Italian citizenship.

 Mary also touches on why it is important for business to be inclusive and the disastrous consequences of making decisions without all the stakeholders around the table.  Finally, Mary stresses the importance of including law and human rights courses in hospitality, event, tourism and sport management curriculum.

 Mary Mayenfisch-Tobin is a lawyer and accredited mediator with substantial experience in private practice with corporate in-house capacity. Mary has a lifetime of experience in Business and Human Rights, Corporate Social Responsibility and issues pertaining to male/female equality. She is an expert in issues relating to Hospitality and Tourism Law and in matters relating to Common law succession and contract law. 
 
 Mary formerly worked as Law Professor at the Ecole Hotelière de Lausanne lecturing in Hospitality and Business Law and went on to become Director of the Pepperdine University program in Lausanne, where she established the campus in Switzerland in 2006. She also lectured on International Business law with a focus on human rights. 
 
 Mary is experienced in matters of education, works in the area of student counselling, stakeholder relations and outreach, business development, as well as the organisation of internships.  She is a specialist in the area of Business and Human Rights, she has worked, lobbied and lectured in the Swiss Romand area since 2005. 

 Satomi also shares her personal research into sustainable tourism and how protecting endangered lilies on the remote island Shikoku became a case study for improving responsible eco-tourism and nature conservation.

Satomi Nishihara is a university lecturer and has a PhD in Tourism.  Satomi is a graduate of Glion Institute of Higher Education where her passion for hospitality began. She pursued her career in operations and sales marketing for international hotels before embarking on her career in the academic field.

Specialised in sustainable hospitality management, Satomi is the co-founder of the The Edge, which provides revenue focused sustainable hospitality management strategies for hotels as well as a founder of MIBo, a hospitality consulting company, specialised in developing sustainable strategies for hospitality and tourism worldwide. 

 Originally from Argentina, Andrea has worked at Four Seasons Hotels in Miami, Doha and Marrakech but she feels at home in Italy where her family originated from.  Andrea is upbeat and positive when she talks about the challenges she has had to face in the hospitality industry and she shares some of her success stories and emphasizes the importance of creating and welcoming opportunities. 

 Finally, she gives our listeners insight into her leadership and communication styles and shares some of her hospitality philosophy and anecdotes.

 Andrea holds a degree from Glion Institute of Higher Education in Switzerland and began her career with Four Seasons as a receptionist in Uruguay. She has worked in many hotel positions during her career, which has led to her understanding of the many faceted aspects of running a successful hotel.  She has thoroughly enjoyed the opportunities Four Seasons has given her to work in different places such as South America, North America, the Middle East, Europe and North Africa.  

 Arian also talks about his own career choices and path and why young people today should embrace the hospitality field.  He gives our listeners insight into some of the challenges the field is currently facing, why training, mentoring and education are so important and how hospitality leaders and managers can improve their communication and leadership styles.  He touches upon managing culturally diverse teams and how to create effective and motivated teams.  Finally, Arian discusses the challenges of working in the hospitality field and having a healthy work / life balance.

 After being employed in the hospitality industry for the last 15 years and working his way up from pageboy to general manager in 11 hotels across five countries, Arian and his wife Anja have founded A&A Hotel & Gastronomie Betriebs-GmbH.  They plan on continuing to surprise and delight guests and staff by creating lasting relationships and memorable moments.

 Luiz also gives his advice on leadership and successful hospitality management strategies. He shares his insights into how hospitality managers can motivate and inspire their staff and why training and communication is key. Finally, he talks about how the hospitality industry has changed and what future challenges will look like for many hospitality businesses.

Luiz is passionate about the hospitality field and thoroughly enjoys interacting with people from different cultures.  He is currently the Hotel Manager at the Riverside Hotel Southbank in Brisbane, Australia and oversees many departments in this 4-star Strata Titled Hotel.  Luiz was brought on board right after the floods that devastated Brisbane - his mission was to “recreate” the Hotel.  He was given full authority to apply change, so he and his team were able to “recreate” the entire way the Hotel approaches marketing, sales, reservations and business relationships along with implementing new standard operating procedures, uniforms, furniture, online marketing approach, customer service practices and more.