Hospitality Daily Podcast Fri, 10 Jul 2026 02:53:25 -0400 https://podcast.hospitalitydaily.com/ en © 2026 Hospitality Daily Podcast yes 9d84b392-cfa0-5f43-86b5-2f2c0ec441a8 Josiah Mackenzie episodic false Stay informed and inspired to delight people and grow your business with daily conversations with interesting people doing interesting things. Hosted by Josiah Mackenzie.

]]> Buzzsprout (https://www.buzzsprout.com) hospitality,hotels,hospitalitydaily,hospitality podcast,hotel podcast Josiah Mackenzie https://storage.buzzsprout.com/jg9z46gnfy3xxq7w332v74p2plco?.jpg Hospitality Daily Podcast https://podcast.hospitalitydaily.com/ Josiah Mackenzie Scaling Hospitality Without Losing What Makes You Special - Lily Wecker, Aethos Scaling Hospitality Without Losing What Makes You Special - Lily Wecker, Aethos Scaling a hospitality brand is about more than adding new properties. The real challenge is preserving the culture, service, and sense of connection that made the brand successful in the first place.

In this episode, Lily Wecker, CEO of Aethos, shares how the company approaches growth by investing in people first, choosing locations with intention, and expanding alongside the communities they serve. She explains why culture is the foundation for scaling and why staying true to your identity matters more than growing quickly.

This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.

A few more resources:

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

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

]]> Scaling a hospitality brand is about more than adding new properties. The real challenge is preserving the culture, service, and sense of connection that made the brand successful in the first place.

In this episode, Lily Wecker, CEO of Aethos, shares how the company approaches growth by investing in people first, choosing locations with intention, and expanding alongside the communities they serve. She explains why culture is the foundation for scaling and why staying true to your identity matters more than growing quickly.

This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/scaling-aethos/ Josiah Mackenzie Buzzsprout-19428464 Fri, 03 Jul 2026 01:00:00 -0700 681 full false Hospitality Marketing Should Feel Human - Lily Wecker, Aethos Hospitality Marketing Should Feel Human - Lily Wecker, Aethos Creating a memorable hospitality experience is only part of the challenge. Communicating it in a way that feels just as human is what sets great brands apart.

In this episode, Lily Wecker, CEO of Aethos, explains how the company's human-centered philosophy shapes its marketing and communication. She shares why Aethos prioritizes people over products, how its campaigns capture the spirit of the brand rather than staged perfection, and why storytelling attracts guests who will really connect with its approach to hospitality.

This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.

Also see:

A few more resources:

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

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

]]> Creating a memorable hospitality experience is only part of the challenge. Communicating it in a way that feels just as human is what sets great brands apart.

In this episode, Lily Wecker, CEO of Aethos, explains how the company's human-centered philosophy shapes its marketing and communication. She shares why Aethos prioritizes people over products, how its campaigns capture the spirit of the brand rather than staged perfection, and why storytelling attracts guests who will really connect with its approach to hospitality.

This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.

Also see:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/aethos-comms/ Josiah Mackenzie Buzzsprout-19428444 Thu, 02 Jul 2026 01:00:00 -0700 429 full false The Dinner Game Aethos Uses to Build Connection - Lily Wecker, Aethos The Dinner Game Aethos Uses to Build Connection - Lily Wecker, Aethos In this episode, Lily Wecker, the CEO at Aethos, shares how the brand designs guest experiences around 360-degree wellbeing rather than entertainment alone. She walks through Aethos's mix of outward-facing programming, DJ nights, live sketching, listening sessions, and inward-focused rituals like a personal-question card game played after community dinners.

You'll hear why Lily believes wellbeing has to include social connection alongside sleep, food, and exercise, and why she builds both distraction and introspection into the guest experience.

This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.

Also see:


A few more resources:

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

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

]]> In this episode, Lily Wecker, the CEO at Aethos, shares how the brand designs guest experiences around 360-degree wellbeing rather than entertainment alone. She walks through Aethos's mix of outward-facing programming, DJ nights, live sketching, listening sessions, and inward-focused rituals like a personal-question card game played after community dinners.

You'll hear why Lily believes wellbeing has to include social connection alongside sleep, food, and exercise, and why she builds both distraction and introspection into the guest experience.

This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.

Also see:


A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/aethos-experiences/ Josiah Mackenzie Buzzsprout-19428431 Wed, 01 Jul 2026 06:00:00 -0700 449 full false Stop Guessing About AI. See What Hotel Leaders Are Actually Doing. (Nazpari Aydin, Destination AI) [Sponsor Bonus] Stop Guessing About AI. See What Hotel Leaders Are Actually Doing. (Nazpari Aydin, Destination AI) [Sponsor Bonus] In this special bonus episode, Josiah Mackenzie and Nazpari Aydin, Founder and Managing Director of Destination AI, introduce the State of Hotel AI survey, a study designed to reveal what's really happening with AI across the hotel industry, where it's delivering results, and where it still falls short. They discuss why an honest look at AI adoption matters, how the findings will help you benchmark your organization against your peers, and what attendees will learn from the research at this year's Destination AI Summit.

Take the survey and get the full anonymized data set at StateOfHotelAI.com

Connect with Nazpari on LinkedIn and get your ticket to Destination AI here.

Also see: Destination AI: How I Built the #1 Hospitality AI Event From Scratch - Nazpari Aydin

A few more resources:

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

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

]]> In this special bonus episode, Josiah Mackenzie and Nazpari Aydin, Founder and Managing Director of Destination AI, introduce the State of Hotel AI survey, a study designed to reveal what's really happening with AI across the hotel industry, where it's delivering results, and where it still falls short. They discuss why an honest look at AI adoption matters, how the findings will help you benchmark your organization against your peers, and what attendees will learn from the research at this year's Destination AI Summit.

Take the survey and get the full anonymized data set at StateOfHotelAI.com

Connect with Nazpari on LinkedIn and get your ticket to Destination AI here.

Also see: Destination AI: How I Built the #1 Hospitality AI Event From Scratch - Nazpari Aydin

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/2026-ai-research-survey/ Josiah Mackenzie Buzzsprout-19414720 Tue, 30 Jun 2026 15:00:00 -0700 1020 full false Why We Break the Rules to Deliver a Feeling - Lily Wecker, Aethos Why We Break the Rules to Deliver a Feeling - Lily Wecker, Aethos In this episode, Lily Wecker, CEO of Aethos,  shares how her teams break hotel brand standards to deliver a feeling rather than a checklist. You'll hear why one property has no TVs in the rooms, why she tells front desk teams to observe guests instead of predicting what they want, and how a GM in Sardinia turned beach rocks into welcome-card holders.

This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.

Also see:


A few more resources:

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

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

]]> In this episode, Lily Wecker, CEO of Aethos,  shares how her teams break hotel brand standards to deliver a feeling rather than a checklist. You'll hear why one property has no TVs in the rooms, why she tells front desk teams to observe guests instead of predicting what they want, and how a GM in Sardinia turned beach rocks into welcome-card holders.

This conversation is hosted by our innovation correspondent Matthias Huettebraeuker.

Also see:


A few more resources:

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

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

]]> Josiah Mackenzie Buzzsprout-19422626 Tue, 30 Jun 2026 01:00:00 -0700 666 full false Human-to-Human: Rethinking Luxury Hospitality - Lily Wecker, Aethos Human-to-Human: Rethinking Luxury Hospitality - Lily Wecker, Aethos In this episode, Lily Wecker, CEO of Aethos, explains why she believes the future of luxury hospitality is shifting away from status and product, and toward genuine human connection. In conversation with our innovation correspondent Matthias Huettebraeuker, she shares how Aethos is redefining luxury through community, belonging, and a human-to-human approach to service. It's a fresh perspective on how guest expectations are evolving and what hospitality leaders should be thinking about next.

Also see:

A few more resources:

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

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

]]> In this episode, Lily Wecker, CEO of Aethos, explains why she believes the future of luxury hospitality is shifting away from status and product, and toward genuine human connection. In conversation with our innovation correspondent Matthias Huettebraeuker, she shares how Aethos is redefining luxury through community, belonging, and a human-to-human approach to service. It's a fresh perspective on how guest expectations are evolving and what hospitality leaders should be thinking about next.

Also see:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/aethos-hospitality/ Josiah Mackenzie Buzzsprout-19416081 Mon, 29 Jun 2026 01:00:00 -0700 762 full false Listening to Yourself: A Hotel CEO on the Setback That Reset Her Leadership - Lily Wecker, Aethos Listening to Yourself: A Hotel CEO on the Setback That Reset Her Leadership - Lily Wecker, Aethos This episode introduces our week-long series with Lily Wecker, CEO of Aethos, in conversation with our innovation correspondent Matthias Huettebraeuker. She reflects on her journey and a pivotal moment that changed how she thinks about success, leadership, and listening to yourself.

A few more resources:

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

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

]]> This episode introduces our week-long series with Lily Wecker, CEO of Aethos, in conversation with our innovation correspondent Matthias Huettebraeuker. She reflects on her journey and a pivotal moment that changed how she thinks about success, leadership, and listening to yourself.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/lily-wecker-story/ Josiah Mackenzie Buzzsprout-19414798 Sun, 28 Jun 2026 23:00:00 -0700 411 full false Where AI Actually Pays Off in Hospitality, and What Owners Should Demand - Ben Rafter, Hotel Equities Where AI Actually Pays Off in Hospitality, and What Owners Should Demand - Ben Rafter, Hotel Equities In this episode, Ben Rafter, CEO of Hotel Equities, shares where he believes AI is already delivering measurable results in hospitality and why operational applications are advancing faster than guest-facing experiences. He explains how Hotel Equities evaluates and tests new technology through HE Labs, the questions hotel owners should ask when selecting a management company, and where he sees AI driving hotel performance in the years ahead.

Learn more: 

Previously on the show:

A few more resources:

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

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

]]> In this episode, Ben Rafter, CEO of Hotel Equities, shares where he believes AI is already delivering measurable results in hospitality and why operational applications are advancing faster than guest-facing experiences. He explains how Hotel Equities evaluates and tests new technology through HE Labs, the questions hotel owners should ask when selecting a management company, and where he sees AI driving hotel performance in the years ahead.

Learn more: 

Previously on the show:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ben-rafter-ai-hotel-performance/ Josiah Mackenzie Buzzsprout-19376570 Fri, 26 Jun 2026 01:00:00 -0700 684 full false How AI Addresses the Biggest Cost in a Hotel: Labor (Ben Rafter, Hotel Equities) How AI Addresses the Biggest Cost in a Hotel: Labor (Ben Rafter, Hotel Equities) In this episode, Ben Rafter, CEO of Hotel Equities, shares how his team is using AI, data, and real-time operational insights to improve labor management, often the largest controllable expense in a hotel. He explains how better scheduling and smarter decision-making create opportunities to improve efficiency while maintaining the guest experience. You'll also hear why data alone isn't enough and how intelligent recommendations help hotel leaders think more like owners.

Learn more: 

Previously on the show:

A few more resources:

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

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

]]> In this episode, Ben Rafter, CEO of Hotel Equities, shares how his team is using AI, data, and real-time operational insights to improve labor management, often the largest controllable expense in a hotel. He explains how better scheduling and smarter decision-making create opportunities to improve efficiency while maintaining the guest experience. You'll also hear why data alone isn't enough and how intelligent recommendations help hotel leaders think more like owners.

Learn more: 

Previously on the show:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ben-rafter-ai-labor/ Josiah Mackenzie Buzzsprout-19376569 Thu, 25 Jun 2026 01:00:00 -0700 640 full false Why Hotel Ownership Is Becoming Unsustainable, and What We're Doing About It - Ben Rafter, Hotel Equities Why Hotel Ownership Is Becoming Unsustainable, and What We're Doing About It - Ben Rafter, Hotel Equities In this episode, Ben Rafter, CEO of Hotel Equities, shares why he believes today's hotel operating model is becoming increasingly unsustainable for owners. He explains the growing pressure from labor, insurance, and other operating costs, why healthy hotel ownership is essential for the entire industry, and how Hotel Equities is responding through its problem-first innovation initiative, HE Labs. If you're looking to better understand the economic challenges facing hotel owners and how leading operators are responding, this conversation provides a thoughtful framework.

Learn more: 

Previously on the show:

A few more resources:

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

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

]]> In this episode, Ben Rafter, CEO of Hotel Equities, shares why he believes today's hotel operating model is becoming increasingly unsustainable for owners. He explains the growing pressure from labor, insurance, and other operating costs, why healthy hotel ownership is essential for the entire industry, and how Hotel Equities is responding through its problem-first innovation initiative, HE Labs. If you're looking to better understand the economic challenges facing hotel owners and how leading operators are responding, this conversation provides a thoughtful framework.

Learn more: 

Previously on the show:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ben-rafter-owner-economics/ Josiah Mackenzie Buzzsprout-19376568 Wed, 24 Jun 2026 01:00:00 -0700 682 full false How Hotel Companies Turn AI Into Competitive Advantage - Steven Moore & Joseph Benjamin, Actabl [Sponsor Bonus] How Hotel Companies Turn AI Into Competitive Advantage - Steven Moore & Joseph Benjamin, Actabl [Sponsor Bonus] The use of AI is one of the biggest strategic questions in hospitality, and many hotel leaders face the same challenge: they believe in the potential, but need a clearer path from experimentation to measurable results.

In this episode, Actabl CEO Steven Moore and CTO Joseph Benjamin explain Actabl's new forward-deployed engineering offering for the hotel industry. They discuss why data foundations matter, how AI might help hotel companies improve profitability, and why custom workflows matter for operators with distinct brands, ownership models, portfolio strategies, and ways of working.

You’ll hear how forward-deployed engineering differs from traditional technology development and consulting, why the model matters for hotel companies, and how Actabl engineers work alongside customers to solve business-specific data, analytics, and AI problems on top of the Actabl platform.

For hotel executives thinking about AI strategy, margin pressure, labor challenges, above-property decision-making, forecasting, or portfolio performance, this conversation offers a practical look at where to start and how to move from interest in AI to outcomes.

Learn more about Actabl’s forward-deployed engineering program here, and contact Actabl here for a discovery conversation about this. 

A few more resources:

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

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

]]> The use of AI is one of the biggest strategic questions in hospitality, and many hotel leaders face the same challenge: they believe in the potential, but need a clearer path from experimentation to measurable results.

In this episode, Actabl CEO Steven Moore and CTO Joseph Benjamin explain Actabl's new forward-deployed engineering offering for the hotel industry. They discuss why data foundations matter, how AI might help hotel companies improve profitability, and why custom workflows matter for operators with distinct brands, ownership models, portfolio strategies, and ways of working.

You’ll hear how forward-deployed engineering differs from traditional technology development and consulting, why the model matters for hotel companies, and how Actabl engineers work alongside customers to solve business-specific data, analytics, and AI problems on top of the Actabl platform.

For hotel executives thinking about AI strategy, margin pressure, labor challenges, above-property decision-making, forecasting, or portfolio performance, this conversation offers a practical look at where to start and how to move from interest in AI to outcomes.

Learn more about Actabl’s forward-deployed engineering program here, and contact Actabl here for a discovery conversation about this. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/actabl-ai-engineers/ Josiah Mackenzie Buzzsprout-19366348 Thu, 18 Jun 2026 09:00:00 -0700 1809 full false Hospitality's Perspective Problem - Martin Soler Hospitality's Perspective Problem - Martin Soler Martin Soler shares one of the most common challenges in hospitality: seeing the industry only through your own perspective. Drawing on his experience as a hotel operator, technology leader, and advisor, Martin explains why great ideas often fail when we don't fully understand other viewpoints. He shares practical ways to adopt different viewpoints, make better decisions, and evaluate opportunities more effectively. Hospitality leaders will come away with a simple framework to avoid blind spots and view industry challenges from a broader perspective.

A few more resources:

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

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

]]> Martin Soler shares one of the most common challenges in hospitality: seeing the industry only through your own perspective. Drawing on his experience as a hotel operator, technology leader, and advisor, Martin explains why great ideas often fail when we don't fully understand other viewpoints. He shares practical ways to adopt different viewpoints, make better decisions, and evaluate opportunities more effectively. Hospitality leaders will come away with a simple framework to avoid blind spots and view industry challenges from a broader perspective.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/martin-soler-perspectives/ Josiah Mackenzie Buzzsprout-19365127 Thu, 18 Jun 2026 01:00:00 -0700 625 full false Personalization Is an Art - Martin Soler Personalization Is an Art - Martin Soler Personalization is one of hospitality's most important goals, but is it really a technology problem? In this episode, hospitality advisor and former hotel general manager Martin Soler explains why guest preferences are far more contextual and dynamic than many systems assume. Drawing on examples from both hospitality and everyday consumer technology, Martin explores the limits of hyper-personalization and why the most memorable guest experiences often come from observation, empathy, and human judgment. Hospitality leaders will gain a practical perspective on balancing data, technology, and the art of service.

A few more resources:

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

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

]]> Personalization is one of hospitality's most important goals, but is it really a technology problem? In this episode, hospitality advisor and former hotel general manager Martin Soler explains why guest preferences are far more contextual and dynamic than many systems assume. Drawing on examples from both hospitality and everyday consumer technology, Martin explores the limits of hyper-personalization and why the most memorable guest experiences often come from observation, empathy, and human judgment. Hospitality leaders will gain a practical perspective on balancing data, technology, and the art of service.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/martin-soler-personalization-2026/ Josiah Mackenzie Buzzsprout-19360618 Wed, 17 Jun 2026 18:00:00 -0700 658 full false The PMS Wars: AI Changes the Interface, Not the Foundation - Martin Soler The PMS Wars: AI Changes the Interface, Not the Foundation - Martin Soler Martin Soler returns to explore "The PMS Wars," his ongoing series examining one of the most important shifts in hotel technology. What started as a race from legacy systems to cloud-based PMS platforms is now evolving into a conversation about AI, data infrastructure, and the future of hotel operations.

In this episode, Martin explains why hospitality adopts technology differently from other industries, why changing a PMS remains one of the hardest decisions a hotel can make, and why AI will depend on strong data foundations rather than replace them. He also shares his perspective on how AI could reshape software interfaces while making the underlying PMS more important than ever.

Referenced Articles:
• AI and the PMS Wars, Part I
• The PMS Wars and AI, Part II 

Key Topics:
• Why cloud PMS adoption took longer than expected
• The challenges of PMS migration and vendor consolidation
• Why hotel technology evolves differently from other industries
• The role of APIs and structured data in the AI era
• How AI may change hotel software interfaces
• Why PMS platforms remain the foundation of hotel operations

A few more resources:

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

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

]]> Martin Soler returns to explore "The PMS Wars," his ongoing series examining one of the most important shifts in hotel technology. What started as a race from legacy systems to cloud-based PMS platforms is now evolving into a conversation about AI, data infrastructure, and the future of hotel operations.

In this episode, Martin explains why hospitality adopts technology differently from other industries, why changing a PMS remains one of the hardest decisions a hotel can make, and why AI will depend on strong data foundations rather than replace them. He also shares his perspective on how AI could reshape software interfaces while making the underlying PMS more important than ever.

Referenced Articles:
• AI and the PMS Wars, Part I
• The PMS Wars and AI, Part II 

Key Topics:
• Why cloud PMS adoption took longer than expected
• The challenges of PMS migration and vendor consolidation
• Why hotel technology evolves differently from other industries
• The role of APIs and structured data in the AI era
• How AI may change hotel software interfaces
• Why PMS platforms remain the foundation of hotel operations

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/martin-soler-pms-wars/ Josiah Mackenzie Buzzsprout-19345243 Tue, 16 Jun 2026 01:00:00 -0700 539 full false The Paradox of Hospitality Innovation - Martin Soler The Paradox of Hospitality Innovation - Martin Soler Hospitality is often criticized for lagging behind on technology. Martin Soler sees it differently. In this episode, he explores the paradox of hospitality innovation, arguing that hotels have frequently been ahead of other industries while also becoming burdened by technology that adds complexity rather than removing it. This conversation examines how AI could reverse that trend, freeing hospitality professionals from administrative work and allowing them to spend more time creating meaningful guest experiences.

Read Martin's newsletter on Substack


A few more resources:

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

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

]]> Hospitality is often criticized for lagging behind on technology. Martin Soler sees it differently. In this episode, he explores the paradox of hospitality innovation, arguing that hotels have frequently been ahead of other industries while also becoming burdened by technology that adds complexity rather than removing it. This conversation examines how AI could reverse that trend, freeing hospitality professionals from administrative work and allowing them to spend more time creating meaningful guest experiences.

Read Martin's newsletter on Substack


A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/martin-soler-paradox/ Josiah Mackenzie Buzzsprout-19345159 Mon, 15 Jun 2026 01:00:00 -0700 721 full false Where to Start with Hotel Technology - Martin Soler Where to Start with Hotel Technology - Martin Soler In this episode, Martin Soler shares where hoteliers should focus as technology and AI reshape the industry. Recorded ahead of HITEC 2026, Martin explains why strong data foundations matter more than the latest AI tools, how to evaluate technology vendors through the lens of integrations and APIs, and what hotel leaders should prioritize today to prepare for what's next. If you're trying to make smarter technology decisions in a rapidly changing environment, this conversation offers a practical starting point.

Read Martin's newsletter on Substack

You may also enjoy: 

A few more resources:

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

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

]]> In this episode, Martin Soler shares where hoteliers should focus as technology and AI reshape the industry. Recorded ahead of HITEC 2026, Martin explains why strong data foundations matter more than the latest AI tools, how to evaluate technology vendors through the lens of integrations and APIs, and what hotel leaders should prioritize today to prepare for what's next. If you're trying to make smarter technology decisions in a rapidly changing environment, this conversation offers a practical starting point.

Read Martin's newsletter on Substack

You may also enjoy: 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/martin-soler-data/ Josiah Mackenzie Buzzsprout-19345199 Sun, 14 Jun 2026 15:00:00 -0700 738 full false AI That Works for Hotel Leaders Is Finally Here: The Story Behind How Actabl Built Altitude to Turn Data Into Answers You Can Trust - Stephen German, Actabl [Sponsor Bonus] AI That Works for Hotel Leaders Is Finally Here: The Story Behind How Actabl Built Altitude to Turn Data Into Answers You Can Trust - Stephen German, Actabl [Sponsor Bonus] This episode is sponsored by Actabl. Learn more about its new product, Altitude, here. 

For years now, AI has promised hotel leaders something it hasn't delivered: the ability to ask a question and get an answer you can actually trust. Today, that changes with the launch of Actabl Altitude.

In this episode, I sit down with Stephen German, Actabl's SVP of Product, to tell the story behind it. We get into why most AI answers fall apart the moment you check them, what it really takes to trust a number enough to hand it to your CFO, and why the foundation under the AI matters more than the AI itself.

Stephen makes a distinction that reframes the whole conversation. Most AI is probabilistic, so ask the same question twice, and you can get two different answers. When you're dealing with forecasts and P&Ls, you need deterministic results, the same right answer every time, with logic underneath that knows the difference between your primary forecast and your locked one. That's the line between an interesting demo and a tool you can run a business on.

We also talk about who this is really for. Above-property leaders, the regional VPs and COOs, have been underserved by hotel tech for a long time. Altitude lets them have a conversation with their data, follow the thread at the speed of thought, and dig into a problem without waiting days for three different teams to pull reports. It's the always-on AI analyst that hotel leaders have wanted and never had, until now.

In this episode, you'll hear:

  • Why you can't trust most AI outputs yet, and what it takes to fix that
  • The CFO test: Would you hand this answer over and say, "I know all of this is right"?
  • Why your data has to be normalized, and the apples-to-apples problem
  • The questions every leader should ask their technical team about AI reporting
  • Introducing Altitude and the problem it was built to solve
  • A conversation with your data: following the thread without losing the plot
  • Why above-property leaders have been underserved, and why that ends here
  • The data pyramid: spending less time finding answers and more time acting on them

Learn more about Actabl Altitude here.

Listen to prior episodes in this series:

A few more resources:

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

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

]]> This episode is sponsored by Actabl. Learn more about its new product, Altitude, here. 

For years now, AI has promised hotel leaders something it hasn't delivered: the ability to ask a question and get an answer you can actually trust. Today, that changes with the launch of Actabl Altitude.

In this episode, I sit down with Stephen German, Actabl's SVP of Product, to tell the story behind it. We get into why most AI answers fall apart the moment you check them, what it really takes to trust a number enough to hand it to your CFO, and why the foundation under the AI matters more than the AI itself.

Stephen makes a distinction that reframes the whole conversation. Most AI is probabilistic, so ask the same question twice, and you can get two different answers. When you're dealing with forecasts and P&Ls, you need deterministic results, the same right answer every time, with logic underneath that knows the difference between your primary forecast and your locked one. That's the line between an interesting demo and a tool you can run a business on.

We also talk about who this is really for. Above-property leaders, the regional VPs and COOs, have been underserved by hotel tech for a long time. Altitude lets them have a conversation with their data, follow the thread at the speed of thought, and dig into a problem without waiting days for three different teams to pull reports. It's the always-on AI analyst that hotel leaders have wanted and never had, until now.

In this episode, you'll hear:

  • Why you can't trust most AI outputs yet, and what it takes to fix that
  • The CFO test: Would you hand this answer over and say, "I know all of this is right"?
  • Why your data has to be normalized, and the apples-to-apples problem
  • The questions every leader should ask their technical team about AI reporting
  • Introducing Altitude and the problem it was built to solve
  • A conversation with your data: following the thread without losing the plot
  • Why above-property leaders have been underserved, and why that ends here
  • The data pyramid: spending less time finding answers and more time acting on them

Learn more about Actabl Altitude here.

Listen to prior episodes in this series:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/actabl-altitude/ Josiah Mackenzie Buzzsprout-19339197 Fri, 12 Jun 2026 15:00:00 -0700 1114 full false The Best Leaders Create More Leaders - Dina Winder, Highgate The Best Leaders Create More Leaders - Dina Winder, Highgate What separates good leaders from great ones? According to Dina Winder, the EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), the answer is simple: great leaders create more leaders. 

In this conversation, Dina shares why she has dedicated so much of her time to mentoring future hospitality professionals through Highgate, HAMA, and AHLA's FORWARD initiative, and why she believes senior leaders have a responsibility to actively pull others up as they advance.

You'll hear her perspective on the leadership pipeline challenges facing hospitality, why the industry loses too many talented women in the middle stages of their careers, and how mentorship, visibility, and advocacy help build stronger organizations. This episode offers practical lessons for any hospitality leader focused on developing talent, strengthening teams, and creating lasting impact.

A few more resources:

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

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

]]> What separates good leaders from great ones? According to Dina Winder, the EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), the answer is simple: great leaders create more leaders. 

In this conversation, Dina shares why she has dedicated so much of her time to mentoring future hospitality professionals through Highgate, HAMA, and AHLA's FORWARD initiative, and why she believes senior leaders have a responsibility to actively pull others up as they advance.

You'll hear her perspective on the leadership pipeline challenges facing hospitality, why the industry loses too many talented women in the middle stages of their careers, and how mentorship, visibility, and advocacy help build stronger organizations. This episode offers practical lessons for any hospitality leader focused on developing talent, strengthening teams, and creating lasting impact.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/dina-winder-opportunity/ Josiah Mackenzie Buzzsprout-19339524 Fri, 12 Jun 2026 01:00:00 -0700 552 full false What's Really Going On in the Hotel Industry Right Now? (Dina Winder, Highgate) What's Really Going On in the Hotel Industry Right Now? (Dina Winder, Highgate) What's really going on in the hotel industry right now?

In this episode, Dina Winder, EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), shares her perspective on the forces shaping the hotel industry today. Drawing on conversations with owners and asset managers across the industry, she explains why demand has remained the top concern in multiple HAMA surveys and why filling rooms remains the foundation of hotel performance.

Dina also discusses how changing consumer behavior, AI-powered trip planning, and evolving booking habits are creating new challenges for hospitality leaders. She compares today's AI moment to the early days of the internet and explores what the industry needs to learn from previous innovation cycles to avoid repeating past mistakes.

If you're looking for a clearer view of where hotels are today and what industry leaders are watching most closely, this conversation offers valuable context and practical insight.

See the Hospitality Asset Managers Association Spring 2026 Industry Outlook Survey Results

See the other episodes in our series here:

  1. Asset Management Is Hospitality's Most Misunderstood Career - Dina Winder, Highgate
  2. Hotel Success Still Comes Down to One Person - Dina Winder, Highgate
  3. The Best Leaders Create More Leaders - Dina Winder, Highgate


A few more resources:

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

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

]]> What's really going on in the hotel industry right now?

In this episode, Dina Winder, EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), shares her perspective on the forces shaping the hotel industry today. Drawing on conversations with owners and asset managers across the industry, she explains why demand has remained the top concern in multiple HAMA surveys and why filling rooms remains the foundation of hotel performance.

Dina also discusses how changing consumer behavior, AI-powered trip planning, and evolving booking habits are creating new challenges for hospitality leaders. She compares today's AI moment to the early days of the internet and explores what the industry needs to learn from previous innovation cycles to avoid repeating past mistakes.

If you're looking for a clearer view of where hotels are today and what industry leaders are watching most closely, this conversation offers valuable context and practical insight.

See the Hospitality Asset Managers Association Spring 2026 Industry Outlook Survey Results

See the other episodes in our series here:

  1. Asset Management Is Hospitality's Most Misunderstood Career - Dina Winder, Highgate
  2. Hotel Success Still Comes Down to One Person - Dina Winder, Highgate
  3. The Best Leaders Create More Leaders - Dina Winder, Highgate


A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/2026-hotel-industry-dina-winder/ Josiah Mackenzie Buzzsprout-19323880 Thu, 11 Jun 2026 01:00:00 -0700 725 full false How to Show Up Well on Owner Calls - Dina Winder, Highgate How to Show Up Well on Owner Calls - Dina Winder, Highgate Monthly owner calls are often viewed as performance reviews, but Dina Winder sees them differently. As EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), she believes the most productive conversations focus less on what happened last month and more on what happens next.

In this episode, Dina shares how hotel leaders can prepare for owner calls more effectively, why thinking like an owner builds trust and credibility, and how strong operators use 30, 60, and 90-day planning to drive better results. You'll also hear what separates productive ownership conversations from routine reporting and why bringing ideas, solutions, and a willingness to experiment matters more than having all the answers.

A few more resources:

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

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

]]> Monthly owner calls are often viewed as performance reviews, but Dina Winder sees them differently. As EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), she believes the most productive conversations focus less on what happened last month and more on what happens next.

In this episode, Dina shares how hotel leaders can prepare for owner calls more effectively, why thinking like an owner builds trust and credibility, and how strong operators use 30, 60, and 90-day planning to drive better results. You'll also hear what separates productive ownership conversations from routine reporting and why bringing ideas, solutions, and a willingness to experiment matters more than having all the answers.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/owner-calls/ Josiah Mackenzie Buzzsprout-19323878 Wed, 10 Jun 2026 01:00:00 -0700 371 full false Hotel Success Still Comes Down to One Person - Dina Winder, Highgate Hotel Success Still Comes Down to One Person - Dina Winder, Highgate Hotels have more technology, data, and operational tools than ever before. Yet some properties consistently outperform while others struggle to execute.

In this episode, Dina Winder, EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), shares why she believes hotel performance still comes down to leadership. You'll hear why the GM remains the most important role in the building, what effective leaders understand about both people and performance, and why even the best tools are useless without someone willing to champion them.

See the first episode in our series here: Asset Management Is Hospitality's Most Misunderstood Career - Dina Winder, Highgate

A few more resources:

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

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

]]> Hotels have more technology, data, and operational tools than ever before. Yet some properties consistently outperform while others struggle to execute.

In this episode, Dina Winder, EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), shares why she believes hotel performance still comes down to leadership. You'll hear why the GM remains the most important role in the building, what effective leaders understand about both people and performance, and why even the best tools are useless without someone willing to champion them.

See the first episode in our series here: Asset Management Is Hospitality's Most Misunderstood Career - Dina Winder, Highgate

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/dina-winder-effective-leaders/ Josiah Mackenzie Buzzsprout-19310245 Tue, 09 Jun 2026 01:00:00 -0700 647 full false Asset Management Is Hospitality's Most Misunderstood Career - Dina Winder, Highgate Asset Management Is Hospitality's Most Misunderstood Career - Dina Winder, Highgate Dina Winder is EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA). In this episode, she shares the unexpected path that led her into hospitality, from investment banking and real estate to one of the hotel industry's most influential roles: asset management.

Dina explains what asset management means in a hotel context, how asset managers represent ownership interests, and why the role spans everything from investment strategy and underwriting to renovations, financing, and long-term business planning. She also discusses what makes hotels fundamentally different from other real estate asset classes and why that complexity is part of what makes the business so compelling.

Beyond asset management, Dina reflects on the career lessons that shaped her leadership style, including analytical thinking, attention to detail, learning the fundamentals, and the ability to turn numbers into a story. 

If you're looking to better understand how owners think about hotel performance and value creation, this conversation offers an inside look at one of hospitality's most influential and often misunderstood functions.

See Highgate's portfolio here

A few more resources:

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

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

]]> Dina Winder is EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA). In this episode, she shares the unexpected path that led her into hospitality, from investment banking and real estate to one of the hotel industry's most influential roles: asset management.

Dina explains what asset management means in a hotel context, how asset managers represent ownership interests, and why the role spans everything from investment strategy and underwriting to renovations, financing, and long-term business planning. She also discusses what makes hotels fundamentally different from other real estate asset classes and why that complexity is part of what makes the business so compelling.

Beyond asset management, Dina reflects on the career lessons that shaped her leadership style, including analytical thinking, attention to detail, learning the fundamentals, and the ability to turn numbers into a story. 

If you're looking to better understand how owners think about hotel performance and value creation, this conversation offers an inside look at one of hospitality's most influential and often misunderstood functions.

See Highgate's portfolio here

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/dina-winder/ Josiah Mackenzie Buzzsprout-19309209 Mon, 08 Jun 2026 01:00:00 -0700 1010 full false Why We Use AI to Make Our Hotels More Human - Rob Smith, Stonebridge Companies Why We Use AI to Make Our Hotels More Human - Rob Smith, Stonebridge Companies In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares an operator's view on how AI can be used to take mundane, repetitive work off people's hands so they can spend more time with guests.

You'll hear his "find us a drive-through window" philosophy of letting the best ideas come from people on property, why he sees scheduling and forecasting as the early wins for AI, and why he refuses to hand off guest complaints or housekeeping to a machine. 

A few more resources:

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

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

]]> In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares an operator's view on how AI can be used to take mundane, repetitive work off people's hands so they can spend more time with guests.

You'll hear his "find us a drive-through window" philosophy of letting the best ideas come from people on property, why he sees scheduling and forecasting as the early wins for AI, and why he refuses to hand off guest complaints or housekeeping to a machine. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/stonebridge-ai-tech/ Josiah Mackenzie Buzzsprout-19263554 Fri, 05 Jun 2026 01:00:00 -0700 671 full false The Culture That Drives Our Outperformance - Rob Smith, Stonebridge Companies The Culture That Drives Our Outperformance - Rob Smith, Stonebridge Companies In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares what he's found keeps people engaged and performing at their best. He also explains how culture is what underpins the outperformance that hotel owners care about. 

A few more resources:

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

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

]]> In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares what he's found keeps people engaged and performing at their best. He also explains how culture is what underpins the outperformance that hotel owners care about. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/stonebridge-culture/ Josiah Mackenzie Buzzsprout-19263553 Thu, 04 Jun 2026 01:00:00 -0700 661 full false How We Grew While the Market Shrank - Rob Smith, Stonebridge Companies How We Grew While the Market Shrank - Rob Smith, Stonebridge Companies In this episode, Rob Smith, the President and CEO at Stonebridge Companies, shares an operator's read on why top-line growth — not cost-cutting — is a sustainable path through today's environment of profit pressure. He explains how Stonebridge grew same-store revenue by 7.8% in 2024 while the market grew by 1.8%, why their revenue-management-first approach drives 41% direct bookings at their independent hotels, and what a deliberate culture of accountability looks like when you're a 174-hotel pure third-party manager. 

A few more resources:

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

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

]]> In this episode, Rob Smith, the President and CEO at Stonebridge Companies, shares an operator's read on why top-line growth — not cost-cutting — is a sustainable path through today's environment of profit pressure. He explains how Stonebridge grew same-store revenue by 7.8% in 2024 while the market grew by 1.8%, why their revenue-management-first approach drives 41% direct bookings at their independent hotels, and what a deliberate culture of accountability looks like when you're a 174-hotel pure third-party manager. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/stonebridge-companies/ Josiah Mackenzie Buzzsprout-19263552 Tue, 02 Jun 2026 01:00:00 -0700 723 full false How I Stopped Getting Through the Day and Learned to Think Strategically - Rob Smith, Stonebridge Companies How I Stopped Getting Through the Day and Learned to Think Strategically - Rob Smith, Stonebridge Companies In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares the unlikely path that took him from an accounting degree to running his own hotel by 25 and then spending 17 years as a hospitality leader in the Caribbean.

You'll hear how a Caribbean hotel owner taught him to stop just getting through the day and start thinking strategically, why working alongside people from other countries changed how he leads, and why he believes everyone should work abroad at least once. This is a story about the range of careers this business can offer the people who give it a chance.

A few more resources:

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

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

]]> In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares the unlikely path that took him from an accounting degree to running his own hotel by 25 and then spending 17 years as a hospitality leader in the Caribbean.

You'll hear how a Caribbean hotel owner taught him to stop just getting through the day and start thinking strategically, why working alongside people from other countries changed how he leads, and why he believes everyone should work abroad at least once. This is a story about the range of careers this business can offer the people who give it a chance.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/rob-smith/ Josiah Mackenzie Buzzsprout-19263551 Mon, 01 Jun 2026 01:00:00 -0700 932 full false What a Founder Learns Inside a Big Hospitality Company - Tamara Lohan, Hyatt What a Founder Learns Inside a Big Hospitality Company - Tamara Lohan, Hyatt In this episode, our career correspondent and hertelier founder Emily Goldfischer continues her conversation with Tamara Lohan, Global Brand Leader for Luxury at Hyatt.

Tamara shares what it's like to step inside a large company after co-founding and building Mr. & Mrs. Smith for more than two decades. She gets into the difference between a mentor and a sponsor, why she wishes she'd built her network earlier, and the deep work of repositioning Park Hyatt, Alila, and Miraval for the next luxury traveler. She also makes the case for more women at the top to change the structures of an industry that asks leaders to travel hard, and names the contradiction every visible leader feels between showing up and doing the work.

Also see: Travelers Want Hotels With a Point of View - Tamara Lohan, Hyatt

A few more resources:

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

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

]]> In this episode, our career correspondent and hertelier founder Emily Goldfischer continues her conversation with Tamara Lohan, Global Brand Leader for Luxury at Hyatt.

Tamara shares what it's like to step inside a large company after co-founding and building Mr. & Mrs. Smith for more than two decades. She gets into the difference between a mentor and a sponsor, why she wishes she'd built her network earlier, and the deep work of repositioning Park Hyatt, Alila, and Miraval for the next luxury traveler. She also makes the case for more women at the top to change the structures of an industry that asks leaders to travel hard, and names the contradiction every visible leader feels between showing up and doing the work.

Also see: Travelers Want Hotels With a Point of View - Tamara Lohan, Hyatt

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/tamara-lohan-career/ Josiah Mackenzie Buzzsprout-19257536 Fri, 29 May 2026 01:00:00 -0700 1719 full false Why Guests Hate Scripted Service - Tamara Lohan, Hyatt Why Guests Hate Scripted Service - Tamara Lohan, Hyatt In this episode, our career correspondent and hertelier founder Emily Goldfischer continues her conversation with Tamara Lohan, Global Brand Leader for Luxury at Hyatt,

Tamara shares why today’s guests increasingly reject scripted hospitality experiences and what great service looks like instead. The conversation explores emotional intelligence in hospitality, the importance of “reading the room,” how Hyatt is thinking about AI and personalization, and why the future of luxury service depends on becoming more human, not less.

Also see: Travelers Want Hotels With a Point of View - Tamara Lohan, Hyatt

A few more resources:

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

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

]]> In this episode, our career correspondent and hertelier founder Emily Goldfischer continues her conversation with Tamara Lohan, Global Brand Leader for Luxury at Hyatt,

Tamara shares why today’s guests increasingly reject scripted hospitality experiences and what great service looks like instead. The conversation explores emotional intelligence in hospitality, the importance of “reading the room,” how Hyatt is thinking about AI and personalization, and why the future of luxury service depends on becoming more human, not less.

Also see: Travelers Want Hotels With a Point of View - Tamara Lohan, Hyatt

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/tamara-lohan-service/ Josiah Mackenzie Buzzsprout-19246512 Thu, 28 May 2026 01:00:00 -0700 807 full false Travelers Want Hotels With a Point of View - Tamara Lohan, Hyatt Travelers Want Hotels With a Point of View - Tamara Lohan, Hyatt What makes a luxury hotel memorable today?

In this conversation, our career correspondent and hertelier founder Emily Goldfischer, sits down with Tamara Lohan, Global Brand Leader for Luxury at Hyatt, to discuss why travelers are increasingly drawn to hotels with a strong sense of place and identity. They also explore Hyatt’s luxury growth strategy, the role of storytelling in hospitality, and how wellness is evolving beyond fads into something more meaningful for guests.


A few more resources:

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

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

]]> What makes a luxury hotel memorable today?

In this conversation, our career correspondent and hertelier founder Emily Goldfischer, sits down with Tamara Lohan, Global Brand Leader for Luxury at Hyatt, to discuss why travelers are increasingly drawn to hotels with a strong sense of place and identity. They also explore Hyatt’s luxury growth strategy, the role of storytelling in hospitality, and how wellness is evolving beyond fads into something more meaningful for guests.


A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/tamara-lohan-hotels-with-a-point-of-view/ Josiah Mackenzie Buzzsprout-19246510 Wed, 27 May 2026 06:00:00 -0700 1040 full false "The Anticipation Layer" and the Future of Hospitality - Arnold Amrhein "The Anticipation Layer" and the Future of Hospitality - Arnold Amrhein In this episode, Arnold Amrhein, VP of Investments at CREO Capital, shares the idea behind his widely discussed article "The Anticipation Layer." He explains why data is becoming an asset, what hoteliers lose every time a booking comes through an OTA, and how AI could eliminate the long-standing trade-off between scale and soul in hospitality. A thoughtful conversation on the future of hotel operations, investment, and guest experience.

Listen to our previous episode: Hospitality Works Best When Owners Think Like Operators - Arnold Amrhein

A few more resources:

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

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

]]> In this episode, Arnold Amrhein, VP of Investments at CREO Capital, shares the idea behind his widely discussed article "The Anticipation Layer." He explains why data is becoming an asset, what hoteliers lose every time a booking comes through an OTA, and how AI could eliminate the long-standing trade-off between scale and soul in hospitality. A thoughtful conversation on the future of hotel operations, investment, and guest experience.

Listen to our previous episode: Hospitality Works Best When Owners Think Like Operators - Arnold Amrhein

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/arnold-amrhein-anticipation/ Josiah Mackenzie Buzzsprout-19230903 Tue, 26 May 2026 01:00:00 -0700 1550 full false Hospitality Works Best When Owners Think Like Operators - Arnold Amrhein Hospitality Works Best When Owners Think Like Operators - Arnold Amrhein In this episode, Arnold Amrhein, Vice President of Investments at CREO Capital, shares what his career — from guest relations at Rosewood London to institutional hotel investment across Southern Europe to private equity in Latin America — taught him about the gap between operators and owners, and why closing that gap matters for everyone in the business. If you work in hotel operations and want to understand how owners think, or if you're on the capital side and want a sharper sense of what operators are navigating, this short conversation will give you both perspectives.

Read Arnold's article: "The Anticipation Layer" on LinkedIn

A few more resources:

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

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

]]> In this episode, Arnold Amrhein, Vice President of Investments at CREO Capital, shares what his career — from guest relations at Rosewood London to institutional hotel investment across Southern Europe to private equity in Latin America — taught him about the gap between operators and owners, and why closing that gap matters for everyone in the business. If you work in hotel operations and want to understand how owners think, or if you're on the capital side and want a sharper sense of what operators are navigating, this short conversation will give you both perspectives.

Read Arnold's article: "The Anticipation Layer" on LinkedIn

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/arnold-amrhein/ Josiah Mackenzie Buzzsprout-19230740 Mon, 25 May 2026 01:00:00 -0700 816 full false The Soul Community Planet Playbook for Performance and Purpose - Pam & Ken Cruse, SCP Hotels The Soul Community Planet Playbook for Performance and Purpose - Pam & Ken Cruse, SCP Hotels In this episode, Ken Cruse, Co-Founder and CEO at SCP Hotels, and Pam Cruse, Co-Founder and CMO at SCP Hotels, share their perspective on why values-led hotels are outperforming the broader industry on EBITDA, where guests are actually drawn now that a significant majority distrusts AI, and how vertical integration lets them move faster than chain-affiliated operators ever could.

Mentioned in this episode:

A few more resources:

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

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

]]> In this episode, Ken Cruse, Co-Founder and CEO at SCP Hotels, and Pam Cruse, Co-Founder and CMO at SCP Hotels, share their perspective on why values-led hotels are outperforming the broader industry on EBITDA, where guests are actually drawn now that a significant majority distrusts AI, and how vertical integration lets them move faster than chain-affiliated operators ever could.

Mentioned in this episode:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/scp-2026/ Josiah Mackenzie Buzzsprout-19219126 Sat, 23 May 2026 01:00:00 -0700 2853 full false Bad AI: The Risks Too Many Hoteliers Are Missing - Chris McDowell & Justin Call, Actabl [Sponsor Bonus] Bad AI: The Risks Too Many Hoteliers Are Missing - Chris McDowell & Justin Call, Actabl [Sponsor Bonus] In this episode, Chris McDowell, Chief Information Security Officer at Actabl, and Justin Call, Chief Legal Officer at Actabl, unpack the growing AI risk that many hotel leaders still underestimate. They explain how people across hospitality are already uploading confidential guest and operational data into public AI tools like ChatGPT and Claude, why privacy and compliance rules still apply once that data enters an LLM, and why AI adoption needs to be treated as a business risk decision, not just a productivity upgrade.

Chris and Justin also break down what strong AI governance actually looks like inside a hotel organization, how technical guardrails matter more than policy documents alone, and why the quality and normalization of your data will determine whether AI delivers meaningful value at scale. The conversation also explores how hotel leaders should evaluate technology partners handling sensitive data, and why trust, security, and accountability are becoming core parts of the guest experience itself.

Also see:

A few more resources:

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

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

]]> In this episode, Chris McDowell, Chief Information Security Officer at Actabl, and Justin Call, Chief Legal Officer at Actabl, unpack the growing AI risk that many hotel leaders still underestimate. They explain how people across hospitality are already uploading confidential guest and operational data into public AI tools like ChatGPT and Claude, why privacy and compliance rules still apply once that data enters an LLM, and why AI adoption needs to be treated as a business risk decision, not just a productivity upgrade.

Chris and Justin also break down what strong AI governance actually looks like inside a hotel organization, how technical guardrails matter more than policy documents alone, and why the quality and normalization of your data will determine whether AI delivers meaningful value at scale. The conversation also explores how hotel leaders should evaluate technology partners handling sensitive data, and why trust, security, and accountability are becoming core parts of the guest experience itself.

Also see:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/bad-ai/ Josiah Mackenzie Buzzsprout-19219108 Fri, 22 May 2026 04:00:00 -0700 1533 full false "Speed Up to Slow Down": AI and the Luxury of Time - Burak Ipekci "Speed Up to Slow Down": AI and the Luxury of Time - Burak Ipekci In this episode, Burak Ipekci, the General Secretary of Les Clefs d'Or International and Head Concierge at London's Royal Horseguards Hotel, shares an operator's view of what AI can do in hospitality: take the mundane off your hands so your team has the freedom to sit in the lobby, learn a guest's name, and build the kind of relationship where a guest becomes a friend.

If you've wondered where AI fits in a high-touch service environment without losing what makes it human, Burak's framing of "speed up to slow down" is worth your time.

Watch our full conversation here on YouTube

More in with Burak:

A few more resources:

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

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

]]> In this episode, Burak Ipekci, the General Secretary of Les Clefs d'Or International and Head Concierge at London's Royal Horseguards Hotel, shares an operator's view of what AI can do in hospitality: take the mundane off your hands so your team has the freedom to sit in the lobby, learn a guest's name, and build the kind of relationship where a guest becomes a friend.

If you've wondered where AI fits in a high-touch service environment without losing what makes it human, Burak's framing of "speed up to slow down" is worth your time.

Watch our full conversation here on YouTube

More in with Burak:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/burak-ipekci-time-tech/ Josiah Mackenzie Buzzsprout-19219170 Fri, 22 May 2026 01:00:00 -0700 544 full false The Concierge Mindset - Burak Ipekci The Concierge Mindset - Burak Ipekci In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and General Secretary of Les Clefs d'Or International, shares his case for why the hospitality industry is splitting into two distinct businesses, and why only one of them can justify calling itself a hotel. He explains the "concierge mindset" as a philosophy that should run through every role, why emotional engagement is the only thing that justifies a premium ADR, and why teams that don't feel welcomed at the door will never make guests feel welcomed either.

Watch our full conversation here on YouTube

More in with Burak:

More podcasts with Burak:

A few more resources:

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

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

]]> In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and General Secretary of Les Clefs d'Or International, shares his case for why the hospitality industry is splitting into two distinct businesses, and why only one of them can justify calling itself a hotel. He explains the "concierge mindset" as a philosophy that should run through every role, why emotional engagement is the only thing that justifies a premium ADR, and why teams that don't feel welcomed at the door will never make guests feel welcomed either.

Watch our full conversation here on YouTube

More in with Burak:

More podcasts with Burak:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/burak-ipekci-concierge-mindset/ Josiah Mackenzie Buzzsprout-19219159 Thu, 21 May 2026 17:00:00 -0700 820 full false What It Takes to Earn the Golden Keys - Burak Ipekci What It Takes to Earn the Golden Keys - Burak Ipekci In this episode, Burak Ipekci, Head Concierge at The Royal Horseguards Hotel and General Secretary of Les Clefs d'Or International, explains what the golden keys actually mean inside the concierge profession, and what it takes to earn them. He shares his journey from becoming a concierge in New York in 1999 to helping lead one of hospitality’s most respected global organizations across 85 countries.

Burak walks through the rigorous Les Clefs d'Or membership process, the emotional experience of receiving his own keys in front of hundreds of peers, and the decade-long effort to modernize the organization’s governance as it scaled globally. He also gives a behind-the-scenes look at how a distributed executive team across London, Kuala Lumpur, Melbourne, Amsterdam, San Diego, São Paulo, and beyond coordinates a worldwide hospitality network built on trust, standards, and service.

Watch our full conversation here on YouTube

More in with Burak:

A few more resources:

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

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

]]> In this episode, Burak Ipekci, Head Concierge at The Royal Horseguards Hotel and General Secretary of Les Clefs d'Or International, explains what the golden keys actually mean inside the concierge profession, and what it takes to earn them. He shares his journey from becoming a concierge in New York in 1999 to helping lead one of hospitality’s most respected global organizations across 85 countries.

Burak walks through the rigorous Les Clefs d'Or membership process, the emotional experience of receiving his own keys in front of hundreds of peers, and the decade-long effort to modernize the organization’s governance as it scaled globally. He also gives a behind-the-scenes look at how a distributed executive team across London, Kuala Lumpur, Melbourne, Amsterdam, San Diego, São Paulo, and beyond coordinates a worldwide hospitality network built on trust, standards, and service.

Watch our full conversation here on YouTube

More in with Burak:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/burak-ipekci-clefs-dor/ Josiah Mackenzie Buzzsprout-19214346 Thu, 21 May 2026 07:00:00 -0700 879 full false Pick Your Boss (And Other Career Advice) - Burak Ipekci Pick Your Boss (And Other Career Advice) - Burak Ipekci In this episode, Burak Ipekci, Head Concierge at The Royal Horseguards Hotel in London and Secretary General of Les Clefs d'Or International, shares a practical view of the decisions that shape a career in hospitality — why the boss matters more than the brand, how to read a leader's character in an interview, and why asking questions is the most underused skill in business.

Watch our full conversation here on YouTube

More in with Burak:

A few more resources:

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

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

]]> In this episode, Burak Ipekci, Head Concierge at The Royal Horseguards Hotel in London and Secretary General of Les Clefs d'Or International, shares a practical view of the decisions that shape a career in hospitality — why the boss matters more than the brand, how to read a leader's character in an interview, and why asking questions is the most underused skill in business.

Watch our full conversation here on YouTube

More in with Burak:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/burak-ipekci-career/ Josiah Mackenzie Buzzsprout-19204978 Wed, 20 May 2026 04:00:00 -0700 405 full false Why Work in Hospitality - Burak Ipekci Why Work in Hospitality - Burak Ipekci In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel in London and General Secretary of Les Clefs d'Or International, makes the case for why working in hospitality is worth it. He shares why the instant gratification of hotel work is unlike anything in other industries, and why the world has changed but the energy hasn't. 

Watch our full conversation here on YouTube

More in with Burak:

A few more resources:

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

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

]]> In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel in London and General Secretary of Les Clefs d'Or International, makes the case for why working in hospitality is worth it. He shares why the instant gratification of hotel work is unlike anything in other industries, and why the world has changed but the energy hasn't. 

Watch our full conversation here on YouTube

More in with Burak:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/burak-ipekci-why-hospitality/ Josiah Mackenzie Buzzsprout-19204970 Wed, 20 May 2026 01:00:00 -0700 453 full false Energy Fit - Burak Ipekci Energy Fit - Burak Ipekci In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and Secretary General of Les Clefs d'Or International, shares why hiring a great concierge isn't enough if the energy doesn't match the property. You'll hear how he advises hotel leaders opening new properties to think about the match between a person and a place, and why fit matters as much in hiring as it does in any other relationship.

Watch our full conversation here on YouTube

More on brand:

A few more resources:

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

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

]]> In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and Secretary General of Les Clefs d'Or International, shares why hiring a great concierge isn't enough if the energy doesn't match the property. You'll hear how he advises hotel leaders opening new properties to think about the match between a person and a place, and why fit matters as much in hiring as it does in any other relationship.

Watch our full conversation here on YouTube

More on brand:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/burak-ipecki-energy/ Josiah Mackenzie Buzzsprout-19199943 Tue, 19 May 2026 01:00:00 -0700 380 full false Hire For The Spark - Burak Ipekci Hire For The Spark - Burak Ipekci In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and Secretary General of Les Clefs d'Or International, shares his view on hiring: why he decides in five minutes whether to spend 55, why great concierge careers start with someone spotting them first, and why caring for people is the one thing you cannot teach.

A few more resources:

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

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

]]> In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and Secretary General of Les Clefs d'Or International, shares his view on hiring: why he decides in five minutes whether to spend 55, why great concierge careers start with someone spotting them first, and why caring for people is the one thing you cannot teach.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/burak-ipekci/ Josiah Mackenzie Buzzsprout-19193091 Mon, 18 May 2026 01:00:00 -0700 697 full false Guests are Complex. Hospitality Needs to Catch Up. (Philippa Wagner) Guests are Complex. Hospitality Needs to Catch Up. (Philippa Wagner) In this episode, Philippa Wagner, the Founder of People Places Spaces, and former head of 23 Lab at Ennismore, shares why the hotel industry's segmentation habit is breaking down, what the solo traveler actually wants, and why community can't be manufactured.

Learn more about The Future Guest Report

A few more resources:

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

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

]]> In this episode, Philippa Wagner, the Founder of People Places Spaces, and former head of 23 Lab at Ennismore, shares why the hotel industry's segmentation habit is breaking down, what the solo traveler actually wants, and why community can't be manufactured.

Learn more about The Future Guest Report

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/philippa-wagner/ Josiah Mackenzie Buzzsprout-19184423 Sat, 16 May 2026 01:00:00 -0700 2502 full false Could Human “Messiness” Be Hospitality’s Biggest Advantage? - Philippa Wagner Could Human “Messiness” Be Hospitality’s Biggest Advantage? - Philippa Wagner In this episode, Philippa Wagner, the Founder of People Places Spaces, shares an honest perspective on AI and tech in hospitality, drawing on her Future Guest research. She explains why guests forgive people but not technology, where AI belongs in operations, and how the right tech finally lets you hire for personality instead of tech skills. If you've sat through one too many high-level AI panels and want a grounded view, this conversation is worth your time.

Mentioned:

A few more resources:

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

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

]]> In this episode, Philippa Wagner, the Founder of People Places Spaces, shares an honest perspective on AI and tech in hospitality, drawing on her Future Guest research. She explains why guests forgive people but not technology, where AI belongs in operations, and how the right tech finally lets you hire for personality instead of tech skills. If you've sat through one too many high-level AI panels and want a grounded view, this conversation is worth your time.

Mentioned:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/philippa-wagner-tech/ Josiah Mackenzie Buzzsprout-19184416 Fri, 15 May 2026 16:00:00 -0700 634 full false Why Our Approach to Hotel Data Earned a Patent and Prepares Hotels for AI - Clark Brayton, Joseph McGroarty & Pritesh Patel, Actabl Why Our Approach to Hotel Data Earned a Patent and Prepares Hotels for AI - Clark Brayton, Joseph McGroarty & Pritesh Patel, Actabl In this episode, Joe McGroarty, Clark Brayton, and Pritesh Patel of Actabl share why hotel data has been broken for decades, how their team built the patented normalization layer that fixes it, and why getting this right matters more in an AI-enabled world. You'll hear what's actually happening when revenue isn't easy to report on across your portfolio, the three questions to bring to your next tech partner meeting, and why context, not volume, is what makes AI answers trustworthy.

Connect with the guests:

Resources mentioned:

This episode is sponsored by Actabl.

A few more resources:

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

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

]]> In this episode, Joe McGroarty, Clark Brayton, and Pritesh Patel of Actabl share why hotel data has been broken for decades, how their team built the patented normalization layer that fixes it, and why getting this right matters more in an AI-enabled world. You'll hear what's actually happening when revenue isn't easy to report on across your portfolio, the three questions to bring to your next tech partner meeting, and why context, not volume, is what makes AI answers trustworthy.

Connect with the guests:

Resources mentioned:

This episode is sponsored by Actabl.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/actabl-hotel-data/ Josiah Mackenzie Buzzsprout-19179282 Fri, 15 May 2026 01:00:00 -0700 1251 full false The Scorecard That Turns Hotels Into Meritocracies - Chris O'Donnell, Aimbridge Hospitality The Scorecard That Turns Hotels Into Meritocracies - Chris O'Donnell, Aimbridge Hospitality In this episode, Chris O'Donnell, the President of Select Service Division at Aimbridge Hospitality, shares how the balanced scorecard turns hotel operations into a meritocracy. You'll hear how Aimbridge cascades five universal metrics from CEO Craig Smith down to every property, why turnaround success starts with quick wins, and the bias-for-action principle Chris carries into every problem.

A few more resources:

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

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

]]> In this episode, Chris O'Donnell, the President of Select Service Division at Aimbridge Hospitality, shares how the balanced scorecard turns hotel operations into a meritocracy. You'll hear how Aimbridge cascades five universal metrics from CEO Craig Smith down to every property, why turnaround success starts with quick wins, and the bias-for-action principle Chris carries into every problem.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/chris-odonnell-scorecard/ Josiah Mackenzie Buzzsprout-19168756 Thu, 14 May 2026 01:00:00 -0700 498 full false Why "Cut, Cut, Cut" Fails Hotel Owners - Chris O'Donnell, Aimbridge Hospitality Why "Cut, Cut, Cut" Fails Hotel Owners - Chris O'Donnell, Aimbridge Hospitality In this episode, Chris O'Donnell, the President of Select Service at Aimbridge Hospitality, shares what it takes to drive hotel profitability for owners amid rising costs and muted top-line growth. He explains why the "middle of the P&L" is where the work gets done, why cutting labor can cost more than it saves, and how investments in tools, training, and culture can lower turnover and raise efficiency at the same time.

A few more resources:

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

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

]]> In this episode, Chris O'Donnell, the President of Select Service at Aimbridge Hospitality, shares what it takes to drive hotel profitability for owners amid rising costs and muted top-line growth. He explains why the "middle of the P&L" is where the work gets done, why cutting labor can cost more than it saves, and how investments in tools, training, and culture can lower turnover and raise efficiency at the same time.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/chris-odonnell-profitability/ Josiah Mackenzie Buzzsprout-19167831 Wed, 13 May 2026 01:00:00 -0700 503 full false What Successful Select Service Hotels Do Differently - Chris O'Donnell, Aimbridge Hospitality What Successful Select Service Hotels Do Differently - Chris O'Donnell, Aimbridge Hospitality In this episode, Chris O'Donnell, the President of the Select Service division at Aimbridge Hospitality, explains where select service hotels are heading and why technology only matters if it gives hotel leaders time back. Chris breaks down how the line between full service and select service has narrowed, how data is reshaping operational decision-making, and why traditional annual budgeting often carries inefficiencies forward year after year. He also shares how operators are using automation and analytics to improve profitability while keeping managers focused on guests and teams.

A few more resources:

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

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

]]> In this episode, Chris O'Donnell, the President of the Select Service division at Aimbridge Hospitality, explains where select service hotels are heading and why technology only matters if it gives hotel leaders time back. Chris breaks down how the line between full service and select service has narrowed, how data is reshaping operational decision-making, and why traditional annual budgeting often carries inefficiencies forward year after year. He also shares how operators are using automation and analytics to improve profitability while keeping managers focused on guests and teams.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/chris-odonnell-select-service/ Josiah Mackenzie Buzzsprout-19161714 Tue, 12 May 2026 01:00:00 -0700 795 full false Why Hospitality Creates Energy Unlike Any Other Career - Chris O'Donnell, Aimbridge Hospitality Why Hospitality Creates Energy Unlike Any Other Career - Chris O'Donnell, Aimbridge Hospitality In this episode, Chris O'Donnell, President of Select Service at Aimbridge Hospitality, shares why hospitality is an industry that creates both energy and opportunity.

A few more resources:

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

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

]]> In this episode, Chris O'Donnell, President of Select Service at Aimbridge Hospitality, shares why hospitality is an industry that creates both energy and opportunity.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/chris-odonnell/ Josiah Mackenzie Buzzsprout-19153552 Mon, 11 May 2026 01:00:00 -0700 904 full false AI's Role in Helping Hospitality's Talent Challenges - Andrew Arthurs & Stephen German, Actabl [Sponsor Bonus] AI's Role in Helping Hospitality's Talent Challenges - Andrew Arthurs & Stephen German, Actabl [Sponsor Bonus] In this episode, Andrew Arthurs, the President and COO at Actabl, and Stephen German, the SVP of Product Management at Actabl, share how AI can support new hospitality providers and experienced hotel leaders. You'll hear why associate-facing technology matters as much as guest-facing tech, how an "AI coach" can replicate the decision-tree logic of a seasoned operator, and what to do now to find your first real use case. 

Connect with our guests:

Previous episodes:

A few more resources:

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

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

]]> In this episode, Andrew Arthurs, the President and COO at Actabl, and Stephen German, the SVP of Product Management at Actabl, share how AI can support new hospitality providers and experienced hotel leaders. You'll hear why associate-facing technology matters as much as guest-facing tech, how an "AI coach" can replicate the decision-tree logic of a seasoned operator, and what to do now to find your first real use case. 

Connect with our guests:

Previous episodes:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ai-hospitality-talent/ Josiah Mackenzie Buzzsprout-19147163 Fri, 08 May 2026 21:00:00 -0700 1485 full false The Truth About Vibe Coding and AI in Hospitality - Susie Arnett The Truth About Vibe Coding and AI in Hospitality - Susie Arnett In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses, shares her real-world take on vibe coding and what AI tools actually deliver when a non-technical person tries to build a digital product. She explains why the promise that anyone can build anything is overstated, what platforms like Replit are useful for, and where she sees the real opportunity for hotels to give teams time to invent.

Read Susie's post on this on LinkedIn here

A few more resources:

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

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

]]> In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses, shares her real-world take on vibe coding and what AI tools actually deliver when a non-technical person tries to build a digital product. She explains why the promise that anyone can build anything is overstated, what platforms like Replit are useful for, and where she sees the real opportunity for hotels to give teams time to invent.

Read Susie's post on this on LinkedIn here

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/susie-arnett-vibe-coding/ Josiah Mackenzie Buzzsprout-19144310 Fri, 08 May 2026 01:00:00 -0700 559 full false What a NYC Luxury Hotel Operator Sees Coming Next - Sofia Vandaele, IHG What a NYC Luxury Hotel Operator Sees Coming Next - Sofia Vandaele, IHG In this episode, Sofia Vandaele, General Manager of the InterContinental New York Barclay and Regional Director for IHG Lifestyle and Luxury, shares an operator's read on running a flagship hotel in 2026. You'll hear how she manages cost discipline when expenses have outpaced ADR recovery, why she frames union work as a framework to build on, where AI is showing up in her operation, and how the Barclay is using its 100th anniversary to deepen guest connection. Sofia closes on what she sees as the real pressure on hotel leaders right now: the gap between staying competitive and staying relevant.

Sofia is interviewed by Emily Goldfischer, founder of hertelier and Hospitality Daily's career correspondent. 

A few more resources:

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

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

]]> In this episode, Sofia Vandaele, General Manager of the InterContinental New York Barclay and Regional Director for IHG Lifestyle and Luxury, shares an operator's read on running a flagship hotel in 2026. You'll hear how she manages cost discipline when expenses have outpaced ADR recovery, why she frames union work as a framework to build on, where AI is showing up in her operation, and how the Barclay is using its 100th anniversary to deepen guest connection. Sofia closes on what she sees as the real pressure on hotel leaders right now: the gap between staying competitive and staying relevant.

Sofia is interviewed by Emily Goldfischer, founder of hertelier and Hospitality Daily's career correspondent. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/sofia-vandaele-nyc/ Josiah Mackenzie Buzzsprout-19144249 Thu, 07 May 2026 01:00:00 -0700 945 full false What Designer Hotels Miss About Real Hospitality - Tom Michelberger & Matthias Huettebraeuker What Designer Hotels Miss About Real Hospitality - Tom Michelberger & Matthias Huettebraeuker In this episode, Tom Michelberger, founder of Michelberger Hotel in Berlin and Michelberger Farm in Brandenburg, shares with our innovation correspondent Matthias Huettebraeuker why depth beats scale, why most designer hotels lose their edge after a few years, and what it takes to integrate into a community without performing for it. After 17 years and one hotel, Tom resists the word "concept," refuses to scale, and treats hospitality as a conversation rather than a monologue.  

Featured in this conversation:

A few more resources:

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

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

]]> In this episode, Tom Michelberger, founder of Michelberger Hotel in Berlin and Michelberger Farm in Brandenburg, shares with our innovation correspondent Matthias Huettebraeuker why depth beats scale, why most designer hotels lose their edge after a few years, and what it takes to integrate into a community without performing for it. After 17 years and one hotel, Tom resists the word "concept," refuses to scale, and treats hospitality as a conversation rather than a monologue.  

Featured in this conversation:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/tom-michelberger/ Josiah Mackenzie Buzzsprout-19120788 Wed, 06 May 2026 01:00:00 -0700 3741 full false AI Search Is Binary, Your Hotel Appears or It Doesn't - Nick Slavin, Curacity [Sponsor Bonus] AI Search Is Binary, Your Hotel Appears or It Doesn't - Nick Slavin, Curacity [Sponsor Bonus] In this episode, Nick Slavin, the CEO and co-founder of Curacity, shares his front-row perspective on why hotel discovery is being rewritten by AI, what 94% of hotels are missing on their own websites, and how independent properties can use this moment to take market share back from the OTAs.

You'll hear the difference between ranked search and binary AI search, why third-party media coverage now drives 10 to 100 times the visibility signals of your own website, and what to do this week to start showing up.

Resources mentioned:

This episode is sponsored by Curacity.

A few more resources:

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

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

]]> In this episode, Nick Slavin, the CEO and co-founder of Curacity, shares his front-row perspective on why hotel discovery is being rewritten by AI, what 94% of hotels are missing on their own websites, and how independent properties can use this moment to take market share back from the OTAs.

You'll hear the difference between ranked search and binary AI search, why third-party media coverage now drives 10 to 100 times the visibility signals of your own website, and what to do this week to start showing up.

Resources mentioned:

This episode is sponsored by Curacity.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/nick-slavin-curacity/ Josiah Mackenzie Buzzsprout-19120763 Tue, 05 May 2026 01:00:00 -0700 2324 full false Why the Future of Hospitality Talent Is Bright - Stuart Greif, Forbes Travel Guide Why the Future of Hospitality Talent Is Bright - Stuart Greif, Forbes Travel Guide In this episode, Stuart Greif, the Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how the organization is helping develop the next generation of luxury hospitality professionals as global demand outpaces the supply of trained people. You'll hear about the Energizer e-learning exercises teams can run during a daily standup, the Rising Stars program at Le Logis in Cognac, the new certification and credentialing path for hotel professionals, and the stories of young hospitality professionals whose work shows what the future of the industry looks like.

Mentioned in this episode:

A few more resources:

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

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

]]> In this episode, Stuart Greif, the Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how the organization is helping develop the next generation of luxury hospitality professionals as global demand outpaces the supply of trained people. You'll hear about the Energizer e-learning exercises teams can run during a daily standup, the Rising Stars program at Le Logis in Cognac, the new certification and credentialing path for hotel professionals, and the stories of young hospitality professionals whose work shows what the future of the industry looks like.

Mentioned in this episode:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/stuart-greif-future-talent/ Josiah Mackenzie Buzzsprout-19117961 Mon, 04 May 2026 01:00:00 -0700 694 full false Stop Treating AI Like a Threat to Hospitality - Peter Ricci, Florida Atlantic University Stop Treating AI Like a Threat to Hospitality - Peter Ricci, Florida Atlantic University In this episode, Dr. Peter Ricci, Director of the Hospitality and Tourism Management Program at Florida Atlantic University, shares a practical view of AI in hospitality. He explains why the fear around AI is overblown, where it fits best in operations, and how leaders should use it to support better decisions without losing the human judgment guests still need. You’ll hear how Peter thinks about staffing after industry crises, AI’s role in talent acquisition and guest experience, and why hospitality teams need more hands-on practice instead of another high-level AI panel.

A few more resources:

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

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

]]> In this episode, Dr. Peter Ricci, Director of the Hospitality and Tourism Management Program at Florida Atlantic University, shares a practical view of AI in hospitality. He explains why the fear around AI is overblown, where it fits best in operations, and how leaders should use it to support better decisions without losing the human judgment guests still need. You’ll hear how Peter thinks about staffing after industry crises, AI’s role in talent acquisition and guest experience, and why hospitality teams need more hands-on practice instead of another high-level AI panel.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/peter-ricci-ai-hospitality/ Josiah Mackenzie Buzzsprout-19105933 Fri, 01 May 2026 01:00:00 -0700 748 full false Why Hotels Raised Pay and the Quit Rate Got Worse - Peter Ricci, Florida Atlantic University Why Hotels Raised Pay and the Quit Rate Got Worse - Peter Ricci, Florida Atlantic University In this episode, Dr. Peter Ricci, the Director of the Hospitality and Tourism Management Program at Florida Atlantic University, shares why the industry's progress on workforce flexibility lands at a "three out of ten," what his recent research reveals about rising quit rates, and what the next generation of hospitality students actually wants.

Connect with Peter on LinkedIn and explore his work at the FAU Hospitality and Tourism Management Program or his faculty profile. 

Read his Lodging Magazine piece, "A Return to Tried and True: Best Practices to Ameliorate the Lodging Industry's High Quit Rate." 

Listen to Peter's prior Hospitality Daily episode. 

A few more resources:

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

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

]]> In this episode, Dr. Peter Ricci, the Director of the Hospitality and Tourism Management Program at Florida Atlantic University, shares why the industry's progress on workforce flexibility lands at a "three out of ten," what his recent research reveals about rising quit rates, and what the next generation of hospitality students actually wants.

Connect with Peter on LinkedIn and explore his work at the FAU Hospitality and Tourism Management Program or his faculty profile. 

Read his Lodging Magazine piece, "A Return to Tried and True: Best Practices to Ameliorate the Lodging Industry's High Quit Rate." 

Listen to Peter's prior Hospitality Daily episode. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/peter-ricci-talent/ Josiah Mackenzie Buzzsprout-19103488 Thu, 30 Apr 2026 08:00:00 -0700 1291 full false Build Hotel Value by Healing the Land - Hans Pfister, Cayuga Collection Build Hotel Value by Healing the Land - Hans Pfister, Cayuga Collection In this episode, Hans Pfister, President at Cayuga Collection, shares how his team turned a sheep farm, an abandoned lot, and a former cacao plantation into properties where guests now spot sloths, pumas, and native birds from their decks. Hans explains why he calls this "luxury rewilded," how healing the land turns team members into guardians of the property, and why the way you describe your hotel determines the kind of guests who walk through the door.

Properties referenced: Aguas Claras in Puerto Viejo, Arenas del Mar in Manuel Antonio, and Senda Monteverde.

A few more resources:

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

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

]]> In this episode, Hans Pfister, President at Cayuga Collection, shares how his team turned a sheep farm, an abandoned lot, and a former cacao plantation into properties where guests now spot sloths, pumas, and native birds from their decks. Hans explains why he calls this "luxury rewilded," how healing the land turns team members into guardians of the property, and why the way you describe your hotel determines the kind of guests who walk through the door.

Properties referenced: Aguas Claras in Puerto Viejo, Arenas del Mar in Manuel Antonio, and Senda Monteverde.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/luxury-rewilded/ Josiah Mackenzie Buzzsprout-19099012 Wed, 29 Apr 2026 01:00:00 -0700 577 full false How a Coffee Table Book Turns Guests Into Raving Fans - Hans Pfister, Cayuga Collection How a Coffee Table Book Turns Guests Into Raving Fans - Hans Pfister, Cayuga Collection In this episode, Hans Pfister, the Co-Founder and President at Cayuga Collection, shares how his team makes sustainability visible, human, and worth caring about for guests. You will hear how The Cayuga Way book, local leadership, and back-of-house tours turn their work into stories guests can feel and remember.

A few more resources:

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

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

]]> In this episode, Hans Pfister, the Co-Founder and President at Cayuga Collection, shares how his team makes sustainability visible, human, and worth caring about for guests. You will hear how The Cayuga Way book, local leadership, and back-of-house tours turn their work into stories guests can feel and remember.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/cayuga-way-book/ Josiah Mackenzie Buzzsprout-19087912 Tue, 28 Apr 2026 01:00:00 -0700 858 full false Stop Waiting for the Big Wins to Celebrate - James Ferguson Stop Waiting for the Big Wins to Celebrate - James Ferguson In this episode, James Ferguson, the author of Seek the Good and Celebrate and creator of the Confetti leadership model, shares how his cancer journey reshaped his approach to leading hotel teams and why hospitality leaders should celebrate progress, not just outcomes.

Mentioned in this episode:

Previous episodes with James:

A few more resources:

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

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

]]> In this episode, James Ferguson, the author of Seek the Good and Celebrate and creator of the Confetti leadership model, shares how his cancer journey reshaped his approach to leading hotel teams and why hospitality leaders should celebrate progress, not just outcomes.

Mentioned in this episode:

Previous episodes with James:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/james-ferguson-seek-the-good/ Josiah Mackenzie Buzzsprout-19079511 Mon, 27 Apr 2026 01:00:00 -0700 1592 full false Self-Driving Cars and Hospitality's 3 Lenses for Experience - Susie Arnett Self-Driving Cars and Hospitality's 3 Lenses for Experience - Susie Arnett In this episode, Susie Arnett, Director of Wellness Programming at Six Senses, shares what happened when a self-driving car company asked her to design a "moving sanctuary," and how the three pillars she landed on (productivity, social, and wellbeing) apply to any space where people spend time. You'll come away with a framework for thinking about hospitality across cars, schools, hospitals, and senior living, and a test you can use on your property tomorrow.

Read Susie's full take on this work in The Moving Sanctuary, and follow more of her writing at The Transformational Concierge.

Previous episodes with Susie:

A few more resources:

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

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

]]> In this episode, Susie Arnett, Director of Wellness Programming at Six Senses, shares what happened when a self-driving car company asked her to design a "moving sanctuary," and how the three pillars she landed on (productivity, social, and wellbeing) apply to any space where people spend time. You'll come away with a framework for thinking about hospitality across cars, schools, hospitals, and senior living, and a test you can use on your property tomorrow.

Read Susie's full take on this work in The Moving Sanctuary, and follow more of her writing at The Transformational Concierge.

Previous episodes with Susie:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/self-driving-hospitality/ Josiah Mackenzie Buzzsprout-19076170 Sat, 25 Apr 2026 17:00:00 -0700 461 full false AI Only Works for Hotels in This Order: Data, Intelligence, Action - Stephen German, Actabl AI Only Works for Hotels in This Order: Data, Intelligence, Action - Stephen German, Actabl In this episode, Stephen German, the Senior Vice President of Product at Actabl, shares his three-layer framework for putting AI to work in hotels: the data foundation, surfacing intelligence, and agentic AI.

You'll learn why most hotel AI projects stall before they start, what needs to be true inside your tech stack before agents can deliver value, and why Stephen believes time in the AI market beats timing it.

Learn more about Actabl, and its products: ProfitSword, Hotel Effectiveness, Alice, and Transcendent.

A few more resources:

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

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

]]> In this episode, Stephen German, the Senior Vice President of Product at Actabl, shares his three-layer framework for putting AI to work in hotels: the data foundation, surfacing intelligence, and agentic AI.

You'll learn why most hotel AI projects stall before they start, what needs to be true inside your tech stack before agents can deliver value, and why Stephen believes time in the AI market beats timing it.

Learn more about Actabl, and its products: ProfitSword, Hotel Effectiveness, Alice, and Transcendent.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ai-layers/ Josiah Mackenzie Buzzsprout-19060357 Fri, 24 Apr 2026 01:00:00 -0700 762 full false How BWH Helps Hotel Owners Cut Costs Through Operations - Larry Cuculic How BWH Helps Hotel Owners Cut Costs Through Operations - Larry Cuculic In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares how a brand built around owners produces different decisions. You'll hear how elected hotelier directors, member market area protections, and a $1.3 billion member-only insurance program translate structural alignment into real financial relief for independent operators. 

You may also enjoy our other episodes with Larry:

A few more resources:

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

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

]]> In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares how a brand built around owners produces different decisions. You'll hear how elected hotelier directors, member market area protections, and a $1.3 billion member-only insurance program translate structural alignment into real financial relief for independent operators. 

You may also enjoy our other episodes with Larry:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/bwh-hotels-owners/ Josiah Mackenzie Buzzsprout-19037159 Thu, 23 Apr 2026 07:00:00 -0700 1030 full false The Squeeze: Why Hotel Owners Are Getting Crushed - Sarah Kopit, Skift The Squeeze: Why Hotel Owners Are Getting Crushed - Sarah Kopit, Skift In this episode, Sarah Kopit, the Editor in Chief at Skift, shares what she found reporting The Squeeze, her deep dive into the economic pressures facing America's hotel owners. You will hear why runaway costs, refinancing, and the franchise fee structure are putting owners in an impossible position.

Read her reporting: Inside the Crisis Crushing America's Hotel Owners, as well as her earlier piece in this series.

Connect with Sarah on LinkedIn. 

A few more resources:

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

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

]]> In this episode, Sarah Kopit, the Editor in Chief at Skift, shares what she found reporting The Squeeze, her deep dive into the economic pressures facing America's hotel owners. You will hear why runaway costs, refinancing, and the franchise fee structure are putting owners in an impossible position.

Read her reporting: Inside the Crisis Crushing America's Hotel Owners, as well as her earlier piece in this series.

Connect with Sarah on LinkedIn. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/sarah-kopit-hotel-owners-squeeze/ Buzzsprout-19037413 Wed, 22 Apr 2026 01:00:00 -0700 1429 full false Hospitality Starts Before Guests Step on Property - Larry Cuculic, BWH Hotels Hospitality Starts Before Guests Step on Property - Larry Cuculic, BWH Hotels In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares why the guest experience now starts the moment someone types "hotel Chicago" into a search bar and what it took to grow brand.com revenue and mobile app revenue. You'll hear his own moment about getting the customer journey wrong once, and why every digital touchpoint is a hospitality moment.

Referenced: our earlier episode with BWH's Jay Hubbs, HSMAI's Marketing Professional of the Year.

A few more resources:

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

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

]]> In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares why the guest experience now starts the moment someone types "hotel Chicago" into a search bar and what it took to grow brand.com revenue and mobile app revenue. You'll hear his own moment about getting the customer journey wrong once, and why every digital touchpoint is a hospitality moment.

Referenced: our earlier episode with BWH's Jay Hubbs, HSMAI's Marketing Professional of the Year.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/bwh-marketing/ Josiah Mackenzie Buzzsprout-19037156 Tue, 21 Apr 2026 01:00:00 -0700 503 full false BWH Hotels CEO Larry Cuculic: How Mentors Shaped My Leadership BWH Hotels CEO Larry Cuculic: How Mentors Shaped My Leadership In this episode, Larry Cuculic, President and CEO of BWH Hotels, shares how a meeting with his father's union attorney opened the door to West Point and shaped the leader he became. You'll hear what he learned about team, trust, and knowing your role from playing basketball for Mike Krzyzewski, and why letting go is the hardest part of leading.

A few more resources:

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

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

]]> In this episode, Larry Cuculic, President and CEO of BWH Hotels, shares how a meeting with his father's union attorney opened the door to West Point and shaped the leader he became. You'll hear what he learned about team, trust, and knowing your role from playing basketball for Mike Krzyzewski, and why letting go is the hardest part of leading.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/larry-cuculic/ Josiah Mackenzie Buzzsprout-19037157 Mon, 20 Apr 2026 01:00:00 -0700 694 full false "Collective Effervescence" Is the Point of Hospitality - Susie Arnett "Collective Effervescence" Is the Point of Hospitality - Susie Arnett In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares what she learned after a retreat at Six Senses Kyoto led by Dr. Ingrid Yang, and why the idea of "collective effervescence" matters for anyone building places where people gather.

Susie also reflects on why people haven't fundamentally changed, why work is increasingly where connection happens, and the everyday moments that matter as much as any retreat.

Previous episodes with Susie: 

A few more resources:

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

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

]]> In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares what she learned after a retreat at Six Senses Kyoto led by Dr. Ingrid Yang, and why the idea of "collective effervescence" matters for anyone building places where people gather.

Susie also reflects on why people haven't fundamentally changed, why work is increasingly where connection happens, and the everyday moments that matter as much as any retreat.

Previous episodes with Susie: 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/collective-effervescence/ Josiah Mackenzie Buzzsprout-19034790 Sat, 18 Apr 2026 13:00:00 -0700 762 full false Is Your AI Saving You Time? (Jerimi Ford, Actabl) Is Your AI Saving You Time? (Jerimi Ford, Actabl) In this sponsor bonus episode, Jerimi Ford, the Chief Innovation Officer at Actabl and founder of Transcendent, shares how AI Asset Setup is turning a days-long manual process into a 30-second photo capture, and why accurate asset data is the foundation for better capital budgeting, preventive maintenance, and benchmarking across your portfolio. You'll also hear how gamification and associate engagement features are driving real culture change on property.

Learn more about AI Asset Setup from Actabl

Listen to our past episode with Jerimi: Designing Tech That Hotel Teams Actually Want to Use

Listen to "Reduce Turnover & Boost Team Performance: How We're Gamifying Employee Engagement in Hotels" with Roger Robles & Emma Christensen from Actabl

A few more resources:

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

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

]]> In this sponsor bonus episode, Jerimi Ford, the Chief Innovation Officer at Actabl and founder of Transcendent, shares how AI Asset Setup is turning a days-long manual process into a 30-second photo capture, and why accurate asset data is the foundation for better capital budgeting, preventive maintenance, and benchmarking across your portfolio. You'll also hear how gamification and associate engagement features are driving real culture change on property.

Learn more about AI Asset Setup from Actabl

Listen to our past episode with Jerimi: Designing Tech That Hotel Teams Actually Want to Use

Listen to "Reduce Turnover & Boost Team Performance: How We're Gamifying Employee Engagement in Hotels" with Roger Robles & Emma Christensen from Actabl

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/actabl-ai-asset-setup/ Josiah Mackenzie Buzzsprout-19026908 Fri, 17 Apr 2026 09:00:00 -0700 1194 full false The Guests Who Leave Smiling and Never Come Back - Franck Desplechin The Guests Who Leave Smiling and Never Come Back - Franck Desplechin In this episode, Franck Desplechin, the Founder and Executive Hospitality Consultant at Incrementum, shares what he's learned from conducting undercover quality audits at luxury hotels, arriving with his wife and two young kids so they're never flagged. He breaks down the quiet, repetitive service failures that never generate complaints but drive guests away, and why emotional presence matters more than hitting every scripted touchpoint. If you're running a property and wondering why satisfaction scores look fine but repeat visits are rarer than they should be, this conversation will show you where to look.

Links:

A few more resources:

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

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

]]> In this episode, Franck Desplechin, the Founder and Executive Hospitality Consultant at Incrementum, shares what he's learned from conducting undercover quality audits at luxury hotels, arriving with his wife and two young kids so they're never flagged. He breaks down the quiet, repetitive service failures that never generate complaints but drive guests away, and why emotional presence matters more than hitting every scripted touchpoint. If you're running a property and wondering why satisfaction scores look fine but repeat visits are rarer than they should be, this conversation will show you where to look.

Links:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/franck-desplechin-undercover-audits/ Josiah Mackenzie Buzzsprout-19024617 Thu, 16 Apr 2026 08:00:00 -0700 670 full false AI for Discoverability, Reviews, and Revenue - Jason Littrell AI for Discoverability, Reviews, and Revenue - Jason Littrell In this episode, Jason Littrell, the founder of Kinetic Management Systems, shares a playbook for winning the before, during, and after guest conversations using AI. You'll hear his tactical approach to Google Business Profile optimization, the NPS-to-Google-review funnel that drives a 4.71-star average, and why responding to missed calls is one of the highest-ROI moves in hospitality.

Watch us here on YouTube

Connect with Jason on LinkedIn

Resources mentioned:

A few more resources:

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

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

]]> In this episode, Jason Littrell, the founder of Kinetic Management Systems, shares a playbook for winning the before, during, and after guest conversations using AI. You'll hear his tactical approach to Google Business Profile optimization, the NPS-to-Google-review funnel that drives a 4.71-star average, and why responding to missed calls is one of the highest-ROI moves in hospitality.

Watch us here on YouTube

Connect with Jason on LinkedIn

Resources mentioned:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/jason-littrell-communication/ Josiah Mackenzie Buzzsprout-19018399 Wed, 15 Apr 2026 06:00:00 -0700 1874 full false Career Growth Comes From Saying Yes Before You're Ready - Sofia Vandaele, IHG Career Growth Comes From Saying Yes Before You're Ready - Sofia Vandaele, IHG In this episode, Sofia Vandaele, General Manager of the InterContinental New York Barclay and Regional Director for IHG Lifestyle and Luxury, shares how growing up in her parents' Belgian banquet hall shaped her view of hospitality, what working with Blackstone taught her about being a business leader, and why health challenges in COVID changed how she leads her team today.

Sofia is interviewed by Emily Goldfischer, founder of hertelier and Hospitality Daily's career correspondent. Read the companion article on Hertelier: Sofia Vandaele on her career journey.

A few more resources:

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

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

]]> In this episode, Sofia Vandaele, General Manager of the InterContinental New York Barclay and Regional Director for IHG Lifestyle and Luxury, shares how growing up in her parents' Belgian banquet hall shaped her view of hospitality, what working with Blackstone taught her about being a business leader, and why health challenges in COVID changed how she leads her team today.

Sofia is interviewed by Emily Goldfischer, founder of hertelier and Hospitality Daily's career correspondent. Read the companion article on Hertelier: Sofia Vandaele on her career journey.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/sofia-vandaele/ Josiah Mackenzie Buzzsprout-19017976 Mon, 13 Apr 2026 01:00:00 -0700 1958 full false AI Knows What Your Guests Need Before You Do - Susie Arnett AI Knows What Your Guests Need Before You Do - Susie Arnett In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares how an AI meditation coach on a jhana retreat accelerated her practice and what that experience revealed about the future of guest-facing AI in hotel wellness. She explores why hotels need a wellness recommendation engine rather than just a menu, why AI can understand a guest in 200 words, and the "personal data vault" concept that could solve the privacy problem holding back luxury wellness.

Read Susie's article: The AI-Native Wellness Department

A few more resources:

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

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

]]> In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares how an AI meditation coach on a jhana retreat accelerated her practice and what that experience revealed about the future of guest-facing AI in hotel wellness. She explores why hotels need a wellness recommendation engine rather than just a menu, why AI can understand a guest in 200 words, and the "personal data vault" concept that could solve the privacy problem holding back luxury wellness.

Read Susie's article: The AI-Native Wellness Department

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/susie-arnett-ai-wellness/ Josiah Mackenzie Buzzsprout-18981094 Fri, 10 Apr 2026 05:00:00 -0700 690 full false Preserving History While Building What's Next - Chris Cline, Hotel Santa Barbara Preserving History While Building What's Next - Chris Cline, Hotel Santa Barbara In this episode, Chris Cline, the General Manager of Hotel Santa Barbara, shares the story of renovating a nearly 100-year-old, 75-key boutique hotel without closing its doors and why keeping his team employed through the process preserved knowledge that proved essential. Chris details how local partnerships with artisans bring Santa Barbara's community into every guest room, and how the hotel's new lobby bar, 1926, honors a centennial while looking forward.

Mentioned in this episode:

A few more resources:

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

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

]]> In this episode, Chris Cline, the General Manager of Hotel Santa Barbara, shares the story of renovating a nearly 100-year-old, 75-key boutique hotel without closing its doors and why keeping his team employed through the process preserved knowledge that proved essential. Chris details how local partnerships with artisans bring Santa Barbara's community into every guest room, and how the hotel's new lobby bar, 1926, honors a centennial while looking forward.

Mentioned in this episode:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/hotel-santa-barbara/ Josiah Mackenzie Buzzsprout-18981082 Thu, 09 Apr 2026 01:00:00 -0700 1648 full false The Power of Independent Hospitality - Chris Cline, Geronimo Hospitality Group The Power of Independent Hospitality - Chris Cline, Geronimo Hospitality Group In this episode, Chris Cline, the General Manager of Hotel Santa Barbara with Geronimo Hospitality Group, shares what independent hospitality provides. Chris explains how Geronimo's 11-month "Living as a Leader" training program, their owner-operator structure, and a culture built on trust and engagement create an environment where both team members and guests thrive. 

A few more resources:

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

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

]]> In this episode, Chris Cline, the General Manager of Hotel Santa Barbara with Geronimo Hospitality Group, shares what independent hospitality provides. Chris explains how Geronimo's 11-month "Living as a Leader" training program, their owner-operator structure, and a culture built on trust and engagement create an environment where both team members and guests thrive. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/chris-cline-geronimo-hospitality-group/ Josiah Mackenzie Buzzsprout-18963449 Wed, 08 Apr 2026 01:00:00 -0700 929 full false How Hotels Win More Multi-Generational Revenue - Valerie Ferguson How Hotels Win More Multi-Generational Revenue - Valerie Ferguson In this episode, Valerie Ferguson, the former Regional General Manager of Resorts at Walt Disney World, shares what multi-generational travel reveals about guest behavior, loyalty, and long-term revenue. Drawing from her experience across luxury and large-scale operations, she explains why family travel is expanding across three generations and how that shift is reshaping expectations. You’ll hear how shared experiences, not amenities, drive repeat visits, and how hotels can design activities and programming that resonate with grandparents, parents, and kids at the same time. If you’re looking to capture more demand from high-value family travelers, this episode gives you a clear lens on where to focus.

You may also like:

A few more resources:

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

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

]]> In this episode, Valerie Ferguson, the former Regional General Manager of Resorts at Walt Disney World, shares what multi-generational travel reveals about guest behavior, loyalty, and long-term revenue. Drawing from her experience across luxury and large-scale operations, she explains why family travel is expanding across three generations and how that shift is reshaping expectations. You’ll hear how shared experiences, not amenities, drive repeat visits, and how hotels can design activities and programming that resonate with grandparents, parents, and kids at the same time. If you’re looking to capture more demand from high-value family travelers, this episode gives you a clear lens on where to focus.

You may also like:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/valerie-ferguson-multigenerational/ Josiah Mackenzie Buzzsprout-18962901 Tue, 07 Apr 2026 01:00:00 -0700 573 full false Women in Leadership and Luxury's Next Chapter - Amanda Frasier (Forbes Travel Guide) with Emily Goldfischer (hertelier) Women in Leadership and Luxury's Next Chapter - Amanda Frasier (Forbes Travel Guide) with Emily Goldfischer (hertelier) In this episode, Amanda Frasier, the President of Standards and Ratings at Forbes Travel Guide, shares with hertelier founder Emily Goldfischer what goes into hosting their annual summit in Monaco for the world's top hoteliers, how their star rating system actually works across 500+ evaluation standards, and where Forbes Travel Guide is expanding next into river cruises, trains, and adventure travel. You'll also hear about the new Women in Leadership Survey from hertelier, which found the percentage of FTG partner hotels run by women, and what that means for the industry going forward.

Mentioned in this episode:

Previous interview with Amanda Frasier on Hospitality Daily

Forbes Travel Guide

hertelier

The Leadership Reset: Women in Hospitality Leadership Survey (Hertelier x Forbes Travel Guide)

Cedric Grolet on Instagram


Connect:

Amanda Frasier on LinkedIn

Emily Goldfischer on LinkedIn

A few more resources:

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

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

]]> In this episode, Amanda Frasier, the President of Standards and Ratings at Forbes Travel Guide, shares with hertelier founder Emily Goldfischer what goes into hosting their annual summit in Monaco for the world's top hoteliers, how their star rating system actually works across 500+ evaluation standards, and where Forbes Travel Guide is expanding next into river cruises, trains, and adventure travel. You'll also hear about the new Women in Leadership Survey from hertelier, which found the percentage of FTG partner hotels run by women, and what that means for the industry going forward.

Mentioned in this episode:

Previous interview with Amanda Frasier on Hospitality Daily

Forbes Travel Guide

hertelier

The Leadership Reset: Women in Hospitality Leadership Survey (Hertelier x Forbes Travel Guide)

Cedric Grolet on Instagram


Connect:

Amanda Frasier on LinkedIn

Emily Goldfischer on LinkedIn

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/amanda-frasier-emily-goldfischer-2026/ Josiah Mackenzie Buzzsprout-18962894 Mon, 06 Apr 2026 01:00:00 -0700 2707 full false How Volunteering Builds Better Hospitality Leaders - David Mariotti How Volunteering Builds Better Hospitality Leaders - David Mariotti David Mariotti is a veteran hospitality leader with experience including roles as GM, area GM, and VP of Operations at Remington Hospitality, managing properties like One Ocean Resort & Spa in Atlantic Beach, Florida.

Recently, David began volunteering at the Gabriel House of Care, a nonprofit hospitality house on the Mayo Clinic campus in Jacksonville, Florida, that provides affordable lodging to organ transplant and cancer patients and their caregivers.

In this conversation, David shares how volunteering has reconnected him to the core of hospitality, what hotel leaders can learn from serving in unfamiliar environments, and practical ways to build volunteering into your team's culture, including the "care committee" model he used at his resort.

Topics covered:

  • Operating a hotel during COVID with a team of eight
  • Growing up in his father's laundry and dry cleaning business in St. Augustine
  • The story of the Gabriel House of Care and Jorge Bacardi's double lung transplant
  • How slowing down and connecting with vulnerable guests builds hospitality skills
  • The care committee model for property-level community involvement
  • Hosting surf camps, 5Ks, and serving meals as team volunteering

Resources mentioned:

Connect with David Mariotti: LinkedIn

A few more resources:

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

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

]]> David Mariotti is a veteran hospitality leader with experience including roles as GM, area GM, and VP of Operations at Remington Hospitality, managing properties like One Ocean Resort & Spa in Atlantic Beach, Florida.

Recently, David began volunteering at the Gabriel House of Care, a nonprofit hospitality house on the Mayo Clinic campus in Jacksonville, Florida, that provides affordable lodging to organ transplant and cancer patients and their caregivers.

In this conversation, David shares how volunteering has reconnected him to the core of hospitality, what hotel leaders can learn from serving in unfamiliar environments, and practical ways to build volunteering into your team's culture, including the "care committee" model he used at his resort.

Topics covered:

  • Operating a hotel during COVID with a team of eight
  • Growing up in his father's laundry and dry cleaning business in St. Augustine
  • The story of the Gabriel House of Care and Jorge Bacardi's double lung transplant
  • How slowing down and connecting with vulnerable guests builds hospitality skills
  • The care committee model for property-level community involvement
  • Hosting surf camps, 5Ks, and serving meals as team volunteering

Resources mentioned:

Connect with David Mariotti: LinkedIn

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/david-mariotti-volunteer/ Josiah Mackenzie Buzzsprout-18921710 Sun, 05 Apr 2026 09:00:00 -0700 1547 full false The Real Barrier to Opening a Hotel Isn't Money - Mike Baxter, House of Gods The Real Barrier to Opening a Hotel Isn't Money - Mike Baxter, House of Gods In this episode, Mike Baxter, the Co-Founder of House of Gods, shares why capital isn't the biggest barrier to opening a hotel and what investors actually look for when backing new hospitality brands. This is the final episode in a three-part series hosted by guest experience correspondent Danica Smith,

A few more resources:

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

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

]]> In this episode, Mike Baxter, the Co-Founder of House of Gods, shares why capital isn't the biggest barrier to opening a hotel and what investors actually look for when backing new hospitality brands. This is the final episode in a three-part series hosted by guest experience correspondent Danica Smith,

A few more resources:

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

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

]]> Josiah Mackenzie Buzzsprout-18962899 Fri, 03 Apr 2026 01:00:00 -0700 419 full false "Hotels Seemed Like the Adult Version of a Nightclub" - Mike Baxter, House of Gods "Hotels Seemed Like the Adult Version of a Nightclub" - Mike Baxter, House of Gods In this episode, Mike Baxter, House of Gods founder, shares why boutique hotels should be defined by purpose rather than aesthetics, and what gets lost when chains acquire boutique brands. From the financial foundations that need to come first to his concept of "demand sovereignty," Mike offers a direct challenge to operators who treat guest experience as an add-on revenue line.

This episode is hosted by our guest experience correspondent, Danica Smith.

A few more resources:

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

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

]]> In this episode, Mike Baxter, House of Gods founder, shares why boutique hotels should be defined by purpose rather than aesthetics, and what gets lost when chains acquire boutique brands. From the financial foundations that need to come first to his concept of "demand sovereignty," Mike offers a direct challenge to operators who treat guest experience as an add-on revenue line.

This episode is hosted by our guest experience correspondent, Danica Smith.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/mike-baxter-house-of-gods/ Josiah Mackenzie Buzzsprout-18942706 Thu, 02 Apr 2026 01:00:00 -0700 1378 full false The Best Hotels Feel Like a Different World - Mike Baxter, House of Gods The Best Hotels Feel Like a Different World - Mike Baxter, House of Gods In this episode, Mike Baxter, House of Gods founder, shares the origin story behind his boutique hotel brand and why he believes most hotels confuse boutique aesthetic with actual boutique identity. Mike explains why story and purpose matter more than design trends, and how the right narrative attracts both guests and team members who believe in the product. Listen for his take on why hotels should be a fantasy, not a nicer version of your living room.

This episode is hosted by our guest experience correspondent, Danica Smith.

A few more resources:

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

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

]]> In this episode, Mike Baxter, House of Gods founder, shares the origin story behind his boutique hotel brand and why he believes most hotels confuse boutique aesthetic with actual boutique identity. Mike explains why story and purpose matter more than design trends, and how the right narrative attracts both guests and team members who believe in the product. Listen for his take on why hotels should be a fantasy, not a nicer version of your living room.

This episode is hosted by our guest experience correspondent, Danica Smith.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/mike-baxter-story/ Josiah Mackenzie Buzzsprout-18942705 Wed, 01 Apr 2026 06:00:00 -0700 1184 full false Your AI Tools Won't Save You. Your Data Will. - GB Sharma, Mosaic Hospitality Your AI Tools Won't Save You. Your Data Will. - GB Sharma, Mosaic Hospitality In this episode, GB Sharma, the Founder and CEO of Mosaic Hospitality, shares how hotel owners can build a unified commercial engine and turn proprietary data into a competitive moat. GB breaks down the zero-click search shift reshaping discovery, why you should focus on data cleansing, and how structured proprietary data becomes a valuation layer at exit. 

Watch this conversation on YouTube

A few more resources:

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

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

]]> In this episode, GB Sharma, the Founder and CEO of Mosaic Hospitality, shares how hotel owners can build a unified commercial engine and turn proprietary data into a competitive moat. GB breaks down the zero-click search shift reshaping discovery, why you should focus on data cleansing, and how structured proprietary data becomes a valuation layer at exit. 

Watch this conversation on YouTube

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/gb-sharma-mosaic-hospitality/ Josiah Mackenzie Buzzsprout-18935410 Tue, 31 Mar 2026 01:00:00 -0700 2278 full false Gen Z Isn't Lazy. They're Selective. Here's What That Means for You. - Franck Desplechin Gen Z Isn't Lazy. They're Selective. Here's What That Means for You. - Franck Desplechin In this episode, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why development-driven leadership outperforms and how understanding each team member's individual motivation builds the kind of loyalty that survives busy weekends and hard shifts. If you're trying to engage Gen Z or rethink how you lead frontline teams, Franck's approach is worth learning from.

Also see: Beating The Trap That Burns Out Hospitality Leaders

A few more resources:

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

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

]]> In this episode, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why development-driven leadership outperforms and how understanding each team member's individual motivation builds the kind of loyalty that survives busy weekends and hard shifts. If you're trying to engage Gen Z or rethink how you lead frontline teams, Franck's approach is worth learning from.

Also see: Beating The Trap That Burns Out Hospitality Leaders

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/franck-desplechin-leadership/ Josiah Mackenzie Buzzsprout-18934785 Mon, 30 Mar 2026 18:00:00 -0700 560 full false Beating The Trap That Burns Out Hospitality Leaders - Franck Desplechin Beating The Trap That Burns Out Hospitality Leaders - Franck Desplechin In this episode, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why chasing titles without alignment leads to burnout and how redefining growth as depth rather than height changed his career. From becoming the youngest executive chef of a St. Regis to finding fulfillment through coaching his team, Franck offers a practical perspective on staying connected to the craft that brought you into hospitality.

A few more resources:

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

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

]]> In this episode, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why chasing titles without alignment leads to burnout and how redefining growth as depth rather than height changed his career. From becoming the youngest executive chef of a St. Regis to finding fulfillment through coaching his team, Franck offers a practical perspective on staying connected to the craft that brought you into hospitality.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/franck-desplechin-career/ Josiah Mackenzie Buzzsprout-18915894 Sat, 28 Mar 2026 01:00:00 -0700 1243 full false The "Invisible Brake" Holding Your Team Back from Using AI - Noah St. John The "Invisible Brake" Holding Your Team Back from Using AI - Noah St. John In this episode, Dr. Noah St. John, keynote speaker, executive coach, and author of 27 books, shares why most organizations are failing at AI adoption, not because of the technology, but because they're ignoring the human operating system required to use it. He walks through his "invisible brake" framework for identifying and removing the hidden fear and friction that keep teams from leveraging AI, and offers a practical starting point any leader can act on today.

Links:

A few more resources:

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

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

]]> In this episode, Dr. Noah St. John, keynote speaker, executive coach, and author of 27 books, shares why most organizations are failing at AI adoption, not because of the technology, but because they're ignoring the human operating system required to use it. He walks through his "invisible brake" framework for identifying and removing the hidden fear and friction that keep teams from leveraging AI, and offers a practical starting point any leader can act on today.

Links:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/noah-st-john/ Buzzsprout-18914802 Fri, 27 Mar 2026 01:00:00 -0700 1580 full false Stop Waiting Until You Feel Ready - Kimberly Ofrecio, Macdonald Hotels & Resorts Stop Waiting Until You Feel Ready - Kimberly Ofrecio, Macdonald Hotels & Resorts In this episode, Kimberly Ofrecio, Group Commercial Director at Macdonald Hotels & Resorts, talks with our guest experience correspondent Danica Smith about what it takes to lead as a woman in hospitality, from unlearning the need to have all the answers to navigating the double standards that still exist in C-suite roles. With only 14% of hospitality C-suite positions held by women, Kimberly shares how her cross-industry, cross-cultural career shaped a leadership style built on directness, empathy, and curiosity, and why the best advice she can give aspiring leaders is to stop waiting until they feel completely ready.

A few more resources:

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

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

]]> In this episode, Kimberly Ofrecio, Group Commercial Director at Macdonald Hotels & Resorts, talks with our guest experience correspondent Danica Smith about what it takes to lead as a woman in hospitality, from unlearning the need to have all the answers to navigating the double standards that still exist in C-suite roles. With only 14% of hospitality C-suite positions held by women, Kimberly shares how her cross-industry, cross-cultural career shaped a leadership style built on directness, empathy, and curiosity, and why the best advice she can give aspiring leaders is to stop waiting until they feel completely ready.

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

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

]]> https://podcast.hospitalitydaily.com/kimberly-ofrecio-career/ Buzzsprout-18909647 Thu, 26 Mar 2026 09:00:00 -0700 1546 full false Guest Experience Starts Long Before Check-In - Kimberly Ofrecio, Macdonald Hotels & Resorts Guest Experience Starts Long Before Check-In - Kimberly Ofrecio, Macdonald Hotels & Resorts In this episode, Kimberly Ofrecio, the Group Commercial Director at Macdonald Hotels & Resorts, shares what hotels can learn from airlines and luxury retail about data discipline, personalization, and commercial strategy. This conversation will challenge you to rethink what happens before a guest ever arrives at your property. 

This episode is hosted by our guest experience correspondent, Danica Smith.

A few more resources:

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

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

]]> In this episode, Kimberly Ofrecio, the Group Commercial Director at Macdonald Hotels & Resorts, shares what hotels can learn from airlines and luxury retail about data discipline, personalization, and commercial strategy. This conversation will challenge you to rethink what happens before a guest ever arrives at your property. 

This episode is hosted by our guest experience correspondent, Danica Smith.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/kimberly-ofrecio-strategy/ Josiah Mackenzie Buzzsprout-18870401 Thu, 26 Mar 2026 01:00:00 -0700 1329 full false Why (And How) This CEO Teaches Housekeepers to Read a P&L: Azim Saju, ARK Why (And How) This CEO Teaches Housekeepers to Read a P&L: Azim Saju, ARK In this episode, Azim Saju, the CEO of ARK Holdings, shares why he's raising financial literacy for every team member in his hotels, from housekeepers to front desk agents, and how that directly impacts hotel valuations, renovations, and retention. 

A few more resources:

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

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

]]> In this episode, Azim Saju, the CEO of ARK Holdings, shares why he's raising financial literacy for every team member in his hotels, from housekeepers to front desk agents, and how that directly impacts hotel valuations, renovations, and retention. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/azim-saju/ Josiah Mackenzie Buzzsprout-18870546 Wed, 25 Mar 2026 01:00:00 -0700 767 full false How Brittain Resorts & Hotels Makes More Money for Owners with a Contrarian Commercial Strategy - Patrick Norton How Brittain Resorts & Hotels Makes More Money for Owners with a Contrarian Commercial Strategy - Patrick Norton In this episode, Patrick Norton, Chief Marketing Officer and Partner at Brittain Resorts and Hotels, shares how his team drives 85% direct bookings across 30+ properties by building an always-on commercial engine that generates demand rather than waiting for it. Patrick explains why he moved the CDP to the center of his technology stack rather than the PMS, how his Seasons of Rewards campaign generated $102 million in revenue with a 5,500% ROI, and why he treats OTAs as one-time matchmakers to build guest history quickly. You'll also hear his approach to AI-assisted recruiting and how condo-hotel management requires a fundamentally different playbook from traditional hotels.

Learn more about Brittain Resorts and Hotels

A few more resources:

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

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

]]> In this episode, Patrick Norton, Chief Marketing Officer and Partner at Brittain Resorts and Hotels, shares how his team drives 85% direct bookings across 30+ properties by building an always-on commercial engine that generates demand rather than waiting for it. Patrick explains why he moved the CDP to the center of his technology stack rather than the PMS, how his Seasons of Rewards campaign generated $102 million in revenue with a 5,500% ROI, and why he treats OTAs as one-time matchmakers to build guest history quickly. You'll also hear his approach to AI-assisted recruiting and how condo-hotel management requires a fundamentally different playbook from traditional hotels.

Learn more about Brittain Resorts and Hotels

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/brittain-resorts-hotels-commercial-strategy/ Josiah Mackenzie Buzzsprout-18870666 Tue, 24 Mar 2026 01:00:00 -0700 2248 full false The AI Talent Crisis Nobody's Talking About Yet - Ben Campbell, Hospitality America The AI Talent Crisis Nobody's Talking About Yet - Ben Campbell, Hospitality America In this episode, Ben Campbell, the President and CEO of Hospitality America, shares why the traditional path from frontline roles to executive leadership is at risk in an AI-driven world, and what hotel companies need to do about it now. Ben discusses how he's challenging his executive team to rethink talent development, why cross-functional training across properties could be the new leadership pipeline, and why he's cautious about deploying AI tools to properties before solving for confirmation bias.

Listen to the first part of our conversation: How a Revenue Manager-Turned-CEO Drives Profit as Market Conditions Shift

A few more resources:

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

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

]]> In this episode, Ben Campbell, the President and CEO of Hospitality America, shares why the traditional path from frontline roles to executive leadership is at risk in an AI-driven world, and what hotel companies need to do about it now. Ben discusses how he's challenging his executive team to rethink talent development, why cross-functional training across properties could be the new leadership pipeline, and why he's cautious about deploying AI tools to properties before solving for confirmation bias.

Listen to the first part of our conversation: How a Revenue Manager-Turned-CEO Drives Profit as Market Conditions Shift

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ben-campbell-talent/ Josiah Mackenzie Buzzsprout-18886823 Mon, 23 Mar 2026 01:00:00 -0700 715 full false Three Things I Can't Stop Thinking About Right Now - Josiah Mackenzie Three Things I Can't Stop Thinking About Right Now - Josiah Mackenzie In this episode, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, asks Josiah Mackenzie what's on his mind recently. 

What's your take? Send him a note here

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

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

]]> In this episode, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, asks Josiah Mackenzie what's on his mind recently. 

What's your take? Send him a note here

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/josiah-3-things/ Josiah Mackenzie Buzzsprout-18886708 Sun, 22 Mar 2026 17:00:00 -0700 152 full false War in Iran: "Hospitality Steps Up" - Stuart Greif War in Iran: "Hospitality Steps Up" - Stuart Greif In this episode, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how his team and the broader hospitality industry responded when guests from The Summit were stranded by the war in Iran. From coordinating accommodations in Monaco and Nice with partners including Monte-Carlo Société des Bains de Mer and Hôtel Le Negresco, to governments in Abu Dhabi and Dubai stepping up to cover hotel costs for stranded travelers, Stuart reflects on hospitality's role as a refuge in crisis.

A few more resources:

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

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

]]> In this episode, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how his team and the broader hospitality industry responded when guests from The Summit were stranded by the war in Iran. From coordinating accommodations in Monaco and Nice with partners including Monte-Carlo Société des Bains de Mer and Hôtel Le Negresco, to governments in Abu Dhabi and Dubai stepping up to cover hotel costs for stranded travelers, Stuart reflects on hospitality's role as a refuge in crisis.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/iran-war/ Josiah Mackenzie Buzzsprout-18886711 Sun, 22 Mar 2026 08:00:00 -0700 270 full false What We Can Learn From The Best Invite-Only Event in Luxury Hospitality: The Summit by Forbes Travel Guide (Stuart Greif) What We Can Learn From The Best Invite-Only Event in Luxury Hospitality: The Summit by Forbes Travel Guide (Stuart Greif) In this episode, Stuart Greif, Chief Strategy & Innovation Officer at Forbes Travel Guide, shares an inside look at The Summit by Forbes Travel Guide, where the world's top luxury hospitality leaders gathered to celebrate, learn, and experience hospitality. Stuart explains how the event brought together luxury brands such as Bugatti, Michelin-starred chefs such as Daniel Boulud and Alain Ducasse, and speakers ranging from Chris Gardner to Joe Pine -- and why hospitality is becoming the unifying thread across luxury automotive, fashion, and real estate.

A few more resources:

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

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

]]> In this episode, Stuart Greif, Chief Strategy & Innovation Officer at Forbes Travel Guide, shares an inside look at The Summit by Forbes Travel Guide, where the world's top luxury hospitality leaders gathered to celebrate, learn, and experience hospitality. Stuart explains how the event brought together luxury brands such as Bugatti, Michelin-starred chefs such as Daniel Boulud and Alain Ducasse, and speakers ranging from Chris Gardner to Joe Pine -- and why hospitality is becoming the unifying thread across luxury automotive, fashion, and real estate.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/2026-forbes-travel-guide-summit/ Josiah Mackenzie Buzzsprout-18877271 Sat, 21 Mar 2026 01:00:00 -0700 1751 full false 80% of AI Search Visibility Comes from Your Reputation - Stuart Greif, Forbes Travel Guide 80% of AI Search Visibility Comes from Your Reputation - Stuart Greif, Forbes Travel Guide In this episode, Stuart Greif, the Chief Strategy and Innovation Officer at Forbes Travel Guide, shares key findings from McKinsey data showing that more than 80% of how you appear in AI search is based on reputation, not your own content. Stuart breaks down what this means for operational excellence, training, and how trust becomes the ultimate differentiator.

Previously with Stuart:

A few more resources:

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

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

]]> In this episode, Stuart Greif, the Chief Strategy and Innovation Officer at Forbes Travel Guide, shares key findings from McKinsey data showing that more than 80% of how you appear in AI search is based on reputation, not your own content. Stuart breaks down what this means for operational excellence, training, and how trust becomes the ultimate differentiator.

Previously with Stuart:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/stuart-greif-ai-trust/ Josiah Mackenzie Buzzsprout-18872622 Fri, 20 Mar 2026 01:00:00 -0700 607 full false How a Revenue Manager-Turned-CEO Drives Profit as Market Conditions Shift - Ben Campbell, Hospitality America How a Revenue Manager-Turned-CEO Drives Profit as Market Conditions Shift - Ben Campbell, Hospitality America In this episode, Ben Campbell, the President and CEO of Hospitality America, shares how he's navigating flat demand and rising costs by investing in data foundations and doubling down on both AI and human-led sales. You'll hear why he believes every piece of business has its own profitability, how his revenue management background shapes his strategy, and how the company's PEACH culture creates accountability and performance from the top down.

This episode is brought to you with support from Actabl. Learn more about the products Ben mentions in this episode: ProfitSword and Hotel Effectiveness

A few more resources:

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

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

]]> In this episode, Ben Campbell, the President and CEO of Hospitality America, shares how he's navigating flat demand and rising costs by investing in data foundations and doubling down on both AI and human-led sales. You'll hear why he believes every piece of business has its own profitability, how his revenue management background shapes his strategy, and how the company's PEACH culture creates accountability and performance from the top down.

This episode is brought to you with support from Actabl. Learn more about the products Ben mentions in this episode: ProfitSword and Hotel Effectiveness

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ben-campbell-hunter-2026/ Josiah Mackenzie Buzzsprout-18870618 Thu, 19 Mar 2026 05:00:00 -0700 1144 full false Operations Is Why Guests Come Back - Valerie Ferguson Operations Is Why Guests Come Back - Valerie Ferguson In this episode, Valerie Ferguson, the former chair of the American Hotel and Lodging Association, shares why operations is the single function that defines your brand and determines whether guests come back. She explains how cleanliness, safety, and emotional connection form the foundation every brand depends on, and why she always hired for empathy over experience. Valerie also reveals how involving housekeepers and frontline staff in service design led to consistently higher guest satisfaction scores across every property she led.

A few more resources:

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

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

]]> In this episode, Valerie Ferguson, the former chair of the American Hotel and Lodging Association, shares why operations is the single function that defines your brand and determines whether guests come back. She explains how cleanliness, safety, and emotional connection form the foundation every brand depends on, and why she always hired for empathy over experience. Valerie also reveals how involving housekeepers and frontline staff in service design led to consistently higher guest satisfaction scores across every property she led.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/valerie-ferguson-operations/ Josiah Mackenzie Buzzsprout-18844044 Thu, 19 Mar 2026 01:00:00 -0700 978 full false Your Guests Define Your Brand Now - Valerie Ferguson Your Guests Define Your Brand Now - Valerie Ferguson In this episode, Valerie Ferguson shares why the guests experiencing your hotel now define your brand more than your marketing ever could. Drawing on nearly five decades at Hyatt, The Ritz-Carlton, Loews Hotels, and Disney, Valerie explains why online reviews have become the most important business driver in hospitality.

A few more resources:

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

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

]]> In this episode, Valerie Ferguson shares why the guests experiencing your hotel now define your brand more than your marketing ever could. Drawing on nearly five decades at Hyatt, The Ritz-Carlton, Loews Hotels, and Disney, Valerie explains why online reviews have become the most important business driver in hospitality.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/guests-define-brand/ Josiah Mackenzie Buzzsprout-18844041 Wed, 18 Mar 2026 01:00:00 -0700 713 full false "Hotels Aren't That Bad" & More Takeaways from Hunter Hotel Investment Conference 2026 - Josiah Mackenzie "Hotels Aren't That Bad" & More Takeaways from Hunter Hotel Investment Conference 2026 - Josiah Mackenzie Josiah Mackenzie shares the top takeaways he had from this year's Hunter Hotel Investment Conference.

A few more resources:

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

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

]]> Josiah Mackenzie shares the top takeaways he had from this year's Hunter Hotel Investment Conference.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/hunter-2026/ Josiah Mackenzie Buzzsprout-18864242 Tue, 17 Mar 2026 14:00:00 -0700 676 full false What Owners Need to Know About the People Running Their Hotels - Valerie Ferguson What Owners Need to Know About the People Running Their Hotels - Valerie Ferguson In this episode, Valerie Ferguson, the former Director of Lodging at Walt Disney Parks and Resorts and past Chairman of the American Hotel and Lodging Association, shares what she wishes she could have said earlier in her career about the tension between owner expectations and taking care of your people. Drawing on nearly five decades leading at hospitality companies, Valerie talks about the political pressure of owner meetings, why employee housing and fair compensation should be part of the development plan, and what it takes to fight the right battles in ownership conversations without losing your ability to inspire your team.

A few more resources:

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

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

]]> In this episode, Valerie Ferguson, the former Director of Lodging at Walt Disney Parks and Resorts and past Chairman of the American Hotel and Lodging Association, shares what she wishes she could have said earlier in her career about the tension between owner expectations and taking care of your people. Drawing on nearly five decades leading at hospitality companies, Valerie talks about the political pressure of owner meetings, why employee housing and fair compensation should be part of the development plan, and what it takes to fight the right battles in ownership conversations without losing your ability to inspire your team.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/valerie-ferguson-owners/ Josiah Mackenzie Buzzsprout-18844049 Tue, 17 Mar 2026 01:00:00 -0700 524 full false How Hyatt's Culture of Trust and Freedom Sparked Innovation - Valerie Ferguson How Hyatt's Culture of Trust and Freedom Sparked Innovation - Valerie Ferguson In this episode, Valerie Ferguson, an 18-year veteran of Hyatt Hotels, shares how Hyatt's culture of trust and creative freedom produced innovations, from coordinated amenities to club level. 

A few more resources:

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

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

]]> In this episode, Valerie Ferguson, an 18-year veteran of Hyatt Hotels, shares how Hyatt's culture of trust and creative freedom produced innovations, from coordinated amenities to club level. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/hyatt-innovation-culture/ Josiah Mackenzie Buzzsprout-18844046 Mon, 16 Mar 2026 01:00:00 -0700 709 full false How Serving the Community Builds Stronger Hotel Teams - Valerie Ferguson How Serving the Community Builds Stronger Hotel Teams - Valerie Ferguson Valerie Ferguson reflects on her leadership as General Manager of The Ritz-Carlton, Atlanta. She explains why community engagement played a central role in her leadership of the hotel and in building relationships across the city. Valerie shares how initiatives like volunteering with Project Head Start strengthened team pride, deepened empathy, and reinforced the idea that hospitality leaders serve their teams as much as their guests. Her perspective offers a clear reminder that strong hospitality businesses grow from strong connections with their surrounding communities.

Listen to our episodes with Horst Schulze here

You may also enjoy: 


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

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

]]> Valerie Ferguson reflects on her leadership as General Manager of The Ritz-Carlton, Atlanta. She explains why community engagement played a central role in her leadership of the hotel and in building relationships across the city. Valerie shares how initiatives like volunteering with Project Head Start strengthened team pride, deepened empathy, and reinforced the idea that hospitality leaders serve their teams as much as their guests. Her perspective offers a clear reminder that strong hospitality businesses grow from strong connections with their surrounding communities.

Listen to our episodes with Horst Schulze here

You may also enjoy: 


A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/valerie-ferguson-community/ Josiah Mackenzie Buzzsprout-18843923 Sun, 15 Mar 2026 01:00:00 -0700 570 full false Insights from an “Unreasonable Hospitality” Practitioner - Nathan Woods Insights from an “Unreasonable Hospitality” Practitioner - Nathan Woods Nathan Woods, founder of Beloved Hospitality, returns to share how hospitality principles apply beyond hotels and restaurants. Drawing on ideas from Unreasonable Hospitality, he explains how leaders in industries such as insurance are rethinking customer relationships through a hospitality lens. Nathan breaks down how he teaches teams to see hospitality as a posture, not an industry, and why mapping the real customer journey reveals overlooked opportunities to serve people well. You’ll also hear how he’s building simple systems through his “Hospitality OS” approach to turn everyday interactions into meaningful moments and sustain the people whose work centers on serving others.

More:

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

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

]]> Nathan Woods, founder of Beloved Hospitality, returns to share how hospitality principles apply beyond hotels and restaurants. Drawing on ideas from Unreasonable Hospitality, he explains how leaders in industries such as insurance are rethinking customer relationships through a hospitality lens. Nathan breaks down how he teaches teams to see hospitality as a posture, not an industry, and why mapping the real customer journey reveals overlooked opportunities to serve people well. You’ll also hear how he’s building simple systems through his “Hospitality OS” approach to turn everyday interactions into meaningful moments and sustain the people whose work centers on serving others.

More:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/nathan-woods-unreasonable-hospitality/ Josiah Mackenzie Buzzsprout-18833469 Sat, 14 Mar 2026 01:00:00 -0700 1084 full false AI Is Not the Threat to Hospitality. Artificial Hospitality Is. (Nathan Woods) AI Is Not the Threat to Hospitality. Artificial Hospitality Is. (Nathan Woods) Nathan Woods, founder of Beloved Hospitality, joins the show to share his perspective that the real threat to hospitality is not artificial intelligence—it's artificial hospitality. Drawing from his own work experimenting with AI, Nathan explains why technology does not weaken human connection on its own. The real risk appears when we let systems replace care and attention for our guests.

More:

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

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

]]> Nathan Woods, founder of Beloved Hospitality, joins the show to share his perspective that the real threat to hospitality is not artificial intelligence—it's artificial hospitality. Drawing from his own work experimenting with AI, Nathan explains why technology does not weaken human connection on its own. The real risk appears when we let systems replace care and attention for our guests.

More:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/artificial-hospitality/ Josiah Mackenzie Buzzsprout-18833472 Fri, 13 Mar 2026 01:00:00 -0700 653 full false Why Hotels Buy Technology But Still Struggle to Get Results - Mark Fancourt Why Hotels Buy Technology But Still Struggle to Get Results - Mark Fancourt In this episode, Josiah Mackenzie speaks with Mark Fancourt, cofounder and principal at TRAVHOTECH, and a former senior leader across global hospitality brands and technology companies. 

Their conversation explores what hotel leaders often misunderstand about technology strategy. Mark shares why many hotels invest heavily in new systems but still struggle to translate those investments into operational results. The discussion centers on the foundational role of structured data, organizational discipline, and education in unlocking the real value of technology.

Josiah and Mark also examine the excitement around artificial intelligence in hospitality but why AI alone will not solve operational challenges without the right data foundations in place. Along the way, Mark offers a candid perspective on the industry's long-standing technology silos and outlines what a more integrated, platform-driven future could look like for hotel operations.

For hotel leaders focused on improving performance, the episode offers practical insight into how better data structure, stronger technology partnerships, and better-trained teams can turn existing tools into a meaningful advantage.

A few more resources:

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

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

]]> In this episode, Josiah Mackenzie speaks with Mark Fancourt, cofounder and principal at TRAVHOTECH, and a former senior leader across global hospitality brands and technology companies. 

Their conversation explores what hotel leaders often misunderstand about technology strategy. Mark shares why many hotels invest heavily in new systems but still struggle to translate those investments into operational results. The discussion centers on the foundational role of structured data, organizational discipline, and education in unlocking the real value of technology.

Josiah and Mark also examine the excitement around artificial intelligence in hospitality but why AI alone will not solve operational challenges without the right data foundations in place. Along the way, Mark offers a candid perspective on the industry's long-standing technology silos and outlines what a more integrated, platform-driven future could look like for hotel operations.

For hotel leaders focused on improving performance, the episode offers practical insight into how better data structure, stronger technology partnerships, and better-trained teams can turn existing tools into a meaningful advantage.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/mark-fancourt-technology-results/ Josiah Mackenzie Buzzsprout-18705698 Thu, 12 Mar 2026 01:00:00 -0700 1998 full false Designing Hospitality Around Human Needs - Lisa Chung Designing Hospitality Around Human Needs - Lisa Chung In this episode, Lisa Chung, Design Director at Gensler, shares how hospitality leaders should think about design through the lens of human needs. Drawing on insights from Gensler’s latest design forecast, she explains why great hospitality environments start with understanding how people want to feel, connect, work, and recharge when they enter a space.

In the conversation, Lisa discusses how wellness extends far beyond traditional amenities like spas and gyms, how hotels are creating flexible spaces that support both connection and intentional disconnection, and why timeless human behaviors matter more than short-term design trends. For owners, developers, and operators, the episode offers a clear perspective on how thoughtful design decisions shape guest experience and long-term hotel performance.

Download the Gensler Design Forecast® 2026

A few more resources:

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

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

]]> In this episode, Lisa Chung, Design Director at Gensler, shares how hospitality leaders should think about design through the lens of human needs. Drawing on insights from Gensler’s latest design forecast, she explains why great hospitality environments start with understanding how people want to feel, connect, work, and recharge when they enter a space.

In the conversation, Lisa discusses how wellness extends far beyond traditional amenities like spas and gyms, how hotels are creating flexible spaces that support both connection and intentional disconnection, and why timeless human behaviors matter more than short-term design trends. For owners, developers, and operators, the episode offers a clear perspective on how thoughtful design decisions shape guest experience and long-term hotel performance.

Download the Gensler Design Forecast® 2026

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/lisa-chung-gensler/ Josiah Mackenzie Buzzsprout-18824870 Wed, 11 Mar 2026 05:00:00 -0700 1535 full false Leadership Lessons That Work in Any Context - Kristina Munoz Leadership Lessons That Work in Any Context - Kristina Munoz Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares the leadership principles that shape strong teams. Drawing on experience across Michelin-recognized hotels, airlines, and senior living, she explains why trust, transparency, and follow-through sit at the center of effective leadership. She shares how leaders build loyalty by showing up for their teams, recognizing success, and stepping in early when someone struggles instead of waiting for failure. Hospitality leaders will gain a clear perspective on earning trust, removing ego from leadership, and building teams that move forward together.

A few more resources:

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

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

]]> Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares the leadership principles that shape strong teams. Drawing on experience across Michelin-recognized hotels, airlines, and senior living, she explains why trust, transparency, and follow-through sit at the center of effective leadership. She shares how leaders build loyalty by showing up for their teams, recognizing success, and stepping in early when someone struggles instead of waiting for failure. Hospitality leaders will gain a clear perspective on earning trust, removing ego from leadership, and building teams that move forward together.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/leadership-lessons-any-context/ Josiah Mackenzie Buzzsprout-18824950 Tue, 10 Mar 2026 01:00:00 -0700 480 full false The Leadership Lesson From Housekeeping - Kristina Munoz The Leadership Lesson From Housekeeping - Kristina Munoz Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, and former Vice President of Operations at Palisades Hospitality, shares a leadership lesson from one of the most overlooked departments in hospitality: housekeeping. Drawing on her experience working across many operational roles, she explains why leaders must understand frontline work in order to lead effectively. Kristina also discusses how cultural awareness shapes communication and why intention alone is not enough when leading diverse teams. Hospitality leaders will gain practical insight into building trust, communicating clearly, and leading teams with respect and understanding.

Resources:

  • Psicología del Mexicano en el Trabajo — Mauro Rodríguez Estrada

A few more resources:

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

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

]]> Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, and former Vice President of Operations at Palisades Hospitality, shares a leadership lesson from one of the most overlooked departments in hospitality: housekeeping. Drawing on her experience working across many operational roles, she explains why leaders must understand frontline work in order to lead effectively. Kristina also discusses how cultural awareness shapes communication and why intention alone is not enough when leading diverse teams. Hospitality leaders will gain practical insight into building trust, communicating clearly, and leading teams with respect and understanding.

Resources:

  • Psicología del Mexicano en el Trabajo — Mauro Rodríguez Estrada

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/leadership-lesson-housekeeping/ Josiah Mackenzie Buzzsprout-18812545 Mon, 09 Mar 2026 01:00:00 -0700 586 full false Hospitality in Senior Living: What Each Industry Can Teach the Other - Kristina Munoz Hospitality in Senior Living: What Each Industry Can Teach the Other - Kristina Munoz Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares how she's applying hospitality principles to an industry that might be a little unexpected. After nearly years running Michelin-recognized boutique hotel properties, she transitioned to build hospitality training programs for caregivers and partner with outside brands to offer concierge-level services without the overhead. If you've ever wondered where your hospitality skill set has the most untapped value, or what your operations could borrow from a sector built around multi-year guest relationships, this conversation will reframe how you think about both.

A few more resources:

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

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

]]> Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares how she's applying hospitality principles to an industry that might be a little unexpected. After nearly years running Michelin-recognized boutique hotel properties, she transitioned to build hospitality training programs for caregivers and partner with outside brands to offer concierge-level services without the overhead. If you've ever wondered where your hospitality skill set has the most untapped value, or what your operations could borrow from a sector built around multi-year guest relationships, this conversation will reframe how you think about both.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/hospitality-lessons-from-senior-living/ Josiah Mackenzie Buzzsprout-18803833 Sat, 07 Mar 2026 01:00:00 -0800 1449 full false AI for Hotels: MIT Lessons, Claude, Vibe Coding and Real Use Cases - Sloan Dean & Josiah Mackenzie AI for Hotels: MIT Lessons, Claude, Vibe Coding and Real Use Cases - Sloan Dean & Josiah Mackenzie In this episode, Sloan Dean returns to the show after completing MIT's AI Strategy and Leadership program to share how he's applying AI in his work daily. The conversation covers two practical use cases for hotel GMs: using Claude as an executive assistant for email and communication, and as a financial analyst for P&L benchmarking and cost analysis. Sloan also walks through the power and limitations of "vibe coding" and why the hotel leaders who lean into AI now will be the ones leading in the future. If you want to know where AI delivers real value today and where it still falls short, this is one you won't want to miss.

Resources:

A few more resources:

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

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

]]> In this episode, Sloan Dean returns to the show after completing MIT's AI Strategy and Leadership program to share how he's applying AI in his work daily. The conversation covers two practical use cases for hotel GMs: using Claude as an executive assistant for email and communication, and as a financial analyst for P&L benchmarking and cost analysis. Sloan also walks through the power and limitations of "vibe coding" and why the hotel leaders who lean into AI now will be the ones leading in the future. If you want to know where AI delivers real value today and where it still falls short, this is one you won't want to miss.

Resources:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ai-for-hotels-2026-sloan-dean/ Buzzsprout-18799479 Fri, 06 Mar 2026 01:00:00 -0800 1698 full false What the Airline Industry Taught Me About Urgency in Hospitality - Kristina Munoz What the Airline Industry Taught Me About Urgency in Hospitality - Kristina Munoz In this episode, Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares lessons from an earlier chapter of her career working guest services in the airline industry. She explains how operating in a high-pressure airport environment shaped her mindset around speed, urgency, and decision-making in hospitality. The conversation explores what those lessons mean for hotel operations, hiring people who thrive in fast-changing environments, and building a career in service leadership.

A few more resources:

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

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

]]> In this episode, Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares lessons from an earlier chapter of her career working guest services in the airline industry. She explains how operating in a high-pressure airport environment shaped her mindset around speed, urgency, and decision-making in hospitality. The conversation explores what those lessons mean for hotel operations, hiring people who thrive in fast-changing environments, and building a career in service leadership.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/airline-industry-speed-urgency/ Buzzsprout-18795565 Thu, 05 Mar 2026 06:00:00 -0800 735 full false What Hotel Earnings Calls Reveal About the Industry - Josiah Mackenzie What Hotel Earnings Calls Reveal About the Industry - Josiah Mackenzie Hotel earnings calls reveal how major brands and ownership groups view the business right now. In this solo episode, Josiah Mackenzie reviews recent calls from companies such as Marriott, Hilton, Hyatt, Wyndham, and more to surface the signals hospitality leaders shared with investors. The discussion covers the financial performance behind asset-light brand models, how AI already drives sales productivity and direct bookings, and why ancillary revenue like food and beverage, spa, and experiences drives a larger share of hotel growth. You will also hear insights on the slowdown in new hotel supply, the rising importance of authentic guest experiences, and what the recovery in San Francisco shows about how perception and investment shape hotel markets.

A few more resources:

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

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

]]> Hotel earnings calls reveal how major brands and ownership groups view the business right now. In this solo episode, Josiah Mackenzie reviews recent calls from companies such as Marriott, Hilton, Hyatt, Wyndham, and more to surface the signals hospitality leaders shared with investors. The discussion covers the financial performance behind asset-light brand models, how AI already drives sales productivity and direct bookings, and why ancillary revenue like food and beverage, spa, and experiences drives a larger share of hotel growth. You will also hear insights on the slowdown in new hotel supply, the rising importance of authentic guest experiences, and what the recovery in San Francisco shows about how perception and investment shape hotel markets.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/q4-2025-hotel-earnings-calls-insights/ Josiah Mackenzie Buzzsprout-18791275 Wed, 04 Mar 2026 07:00:00 -0800 1372 full false The Power Shift in Travel - Sloan Dean The Power Shift in Travel - Sloan Dean Sloan Dean, host of the Not Done podcast, reflects on what he has changed his mind about after interviewing some of the most influential leaders across hospitality and technology. In this episode, he shares why he believes traditional loyalty programs are losing strength, reframing points as a form of currency that many brands have steadily devalued. He also explains how AI and data are accelerating a power shift in travel, with technology platforms and distribution channels capturing more value than asset owners. If you lead, invest in, or operate hotels, this conversation will challenge how you think about loyalty, scale, and where value flows next.

Also see:

A few more resources:

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

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

]]> Sloan Dean, host of the Not Done podcast, reflects on what he has changed his mind about after interviewing some of the most influential leaders across hospitality and technology. In this episode, he shares why he believes traditional loyalty programs are losing strength, reframing points as a form of currency that many brands have steadily devalued. He also explains how AI and data are accelerating a power shift in travel, with technology platforms and distribution channels capturing more value than asset owners. If you lead, invest in, or operate hotels, this conversation will challenge how you think about loyalty, scale, and where value flows next.

Also see:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/power-shift-in-travel/ Josiah Mackenzie Buzzsprout-18771442 Tue, 03 Mar 2026 01:00:00 -0800 652 full false Lead Like a Conductor - Sloan Dean Lead Like a Conductor - Sloan Dean Sloan Dean, host of the Not Done podcast and former CEO of Remington Hospitality, returns to share a leadership lesson he gained from an unlikely source: an orchestral conductor. After attending a YPO session led by a professional conductor, Sloan began rethinking the role of a leader as less of a performer and more of a conductor, someone who makes no sound yet drives performance through clarity, intention, and trust. In this conversation, he unpacks why command kills and connection creates, why leaders must face their teams instead of the crowd, and how ego becomes the biggest obstacle at the top. If you’re leading in hospitality and want to elevate team performance without micromanaging, this episode will challenge how you see your role.

Also see:

A few more resources:

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

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

]]> Sloan Dean, host of the Not Done podcast and former CEO of Remington Hospitality, returns to share a leadership lesson he gained from an unlikely source: an orchestral conductor. After attending a YPO session led by a professional conductor, Sloan began rethinking the role of a leader as less of a performer and more of a conductor, someone who makes no sound yet drives performance through clarity, intention, and trust. In this conversation, he unpacks why command kills and connection creates, why leaders must face their teams instead of the crowd, and how ego becomes the biggest obstacle at the top. If you’re leading in hospitality and want to elevate team performance without micromanaging, this episode will challenge how you see your role.

Also see:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/sloan-dean-conductor/ Josiah Mackenzie Buzzsprout-18771439 Mon, 02 Mar 2026 01:00:00 -0800 579 full false Screens Are Driving People to Travel More - Jeanelle Johnson & Abhi Jain, PwC Screens Are Driving People to Travel More - Jeanelle Johnson & Abhi Jain, PwC In this episode, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, discuss how technology is influencing what people want from travel and real estate today. Abhi explains why the human need for experience and curiosity is showing up across asset classes, with multifamily and wellness real estate borrowing from hospitality’s playbook. Jeanelle brings the consumer perspective to life, sharing a personal story about planning a family trip to Japan and how platforms like TikTok and Instagram create urgency and fear of missing out around places people feel compelled to experience firsthand. For hospitality leaders, this conversation offers a look at why consumer tech is coinciding with strong demand for in-person experiences—and what that means for how properties are designed, positioned, and operated.

A few more resources:

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

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

]]> In this episode, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, discuss how technology is influencing what people want from travel and real estate today. Abhi explains why the human need for experience and curiosity is showing up across asset classes, with multifamily and wellness real estate borrowing from hospitality’s playbook. Jeanelle brings the consumer perspective to life, sharing a personal story about planning a family trip to Japan and how platforms like TikTok and Instagram create urgency and fear of missing out around places people feel compelled to experience firsthand. For hospitality leaders, this conversation offers a look at why consumer tech is coinciding with strong demand for in-person experiences—and what that means for how properties are designed, positioned, and operated.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/consumer-tech-driving-travel-demand/ Josiah Mackenzie Buzzsprout-18731760 Sat, 28 Feb 2026 17:00:00 -0800 504 full false Why PwC Is Investing in Human Skills During the AI Shift - Jeanelle Johnson, PwC Why PwC Is Investing in Human Skills During the AI Shift - Jeanelle Johnson, PwC Jeanelle Johnson, Managing Partner at PwC, shares why their firm is making a deliberate investment in human skills now. As large language models reshape professional services, they argue that critical thinking, storytelling, curiosity, and relationship-building will determine who creates real value. This conversation explores PwC’s Human Skills Project and why knowledge alone is no longer a differentiator. 

A few more resources:

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

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

]]> Jeanelle Johnson, Managing Partner at PwC, shares why their firm is making a deliberate investment in human skills now. As large language models reshape professional services, they argue that critical thinking, storytelling, curiosity, and relationship-building will determine who creates real value. This conversation explores PwC’s Human Skills Project and why knowledge alone is no longer a differentiator. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/pwc-human-skills/ Josiah Mackenzie Buzzsprout-18758406 Fri, 27 Feb 2026 01:00:00 -0800 393 full false What Robotics Reveals About Hotel Innovation - Jeanelle Johnson & Abhi Jain, PwC What Robotics Reveals About Hotel Innovation - Jeanelle Johnson & Abhi Jain, PwC In this episode, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, explore what the robotics conversation in hospitality is really about. They discuss where robotics makes practical sense today, and where human judgment and interaction remain essential. The conversation then shifts to the structural realities of the hotel business, including ownership models, incentive misalignment, and the complexity of the ecosystem that often slows technology adoption. You’ll walk away with a clearer understanding of why innovation in hospitality is less about the technology itself and more about who pays, who benefits, and how alignment drives change.

A few more resources:

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

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

]]> In this episode, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, explore what the robotics conversation in hospitality is really about. They discuss where robotics makes practical sense today, and where human judgment and interaction remain essential. The conversation then shifts to the structural realities of the hotel business, including ownership models, incentive misalignment, and the complexity of the ecosystem that often slows technology adoption. You’ll walk away with a clearer understanding of why innovation in hospitality is less about the technology itself and more about who pays, who benefits, and how alignment drives change.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/robotics-hospitality-innovation-incentives/ Josiah Mackenzie Buzzsprout-18740957 Thu, 26 Feb 2026 01:00:00 -0800 708 full false Winning in the New Hotel Economy - Jeanelle Johnson & Abhi Jain, PwC Winning in the New Hotel Economy - Jeanelle Johnson & Abhi Jain, PwC In this episode, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, break down what defined 2025 and what hotel leaders must focus on in 2026. From the rise of a two-speed market to persistent margin compression, they explain why operational excellence is now the primary driver of asset value. We explore how AI, "synthetic customers," and stronger data governance are reshaping pricing, product development, and time-to-market. If you own, operate, or invest in hotels, this conversation will help you compete in a structurally different hotel economy.

Reports mentioned in the conversation:

  1. PwC Hospitality Directions US - the hotel industry outlook report discussed
  2. PwC & ULI Emerging Trends in Real Estate 2026 - the report that identified operational excellence as the driving force for value creation
  3. PwC Holiday 2025 Spending Signals for 2026 - the post-holiday data showing the income-based spending divergence  

A few more resources:

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

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

]]> In this episode, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, break down what defined 2025 and what hotel leaders must focus on in 2026. From the rise of a two-speed market to persistent margin compression, they explain why operational excellence is now the primary driver of asset value. We explore how AI, "synthetic customers," and stronger data governance are reshaping pricing, product development, and time-to-market. If you own, operate, or invest in hotels, this conversation will help you compete in a structurally different hotel economy.

Reports mentioned in the conversation:

  1. PwC Hospitality Directions US - the hotel industry outlook report discussed
  2. PwC & ULI Emerging Trends in Real Estate 2026 - the report that identified operational excellence as the driving force for value creation
  3. PwC Holiday 2025 Spending Signals for 2026 - the post-holiday data showing the income-based spending divergence  

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/winning-new-hotel-economy/ Josiah Mackenzie Buzzsprout-18734111 Tue, 24 Feb 2026 09:00:00 -0800 1087 full false What Got Us Here Won't Get Us There - Josiah Mackenzie What Got Us Here Won't Get Us There - Josiah Mackenzie Josiah Mackenzie reflects on leading change and reinvention, using Hospitality Daily as an example.

A few more resources:

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

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

]]> Josiah Mackenzie reflects on leading change and reinvention, using Hospitality Daily as an example.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/get-there/ Josiah Mackenzie Buzzsprout-18731704 Mon, 23 Feb 2026 07:00:00 -0800 567 full false "AI Is Agenda Item 1, 2, 3, 4 and 5" for Hotel Leaders - Ryan Mann, McKinsey & Company "AI Is Agenda Item 1, 2, 3, 4 and 5" for Hotel Leaders - Ryan Mann, McKinsey & Company In this episode, Ryan Mann, Partner at McKinsey & Company, shares how "AI has become agenda item one, two, three, four, and five" for hotel leaders worldwide. Recorded at ALIS in January 2026, this conversation explores how AI has shifted from experimentation to executive priority in a matter of months.

Ryan outlines three key arenas shaping hospitality today: internal automation, on-property operational efficiency, and the high-stakes disruption of search and booking. He explains why AI is no longer a technology problem but an adoption challenge, why data readiness and trust will determine visibility in AI-driven discovery, and how leaders should think in scenarios as OTAs, suppliers, and agentic systems compete for control of the booking relationship.

This episode offers a clear framework for where to act now and how to prepare for a rapidly shifting distribution landscape.

See our previous conversation: How The World's Best Hotels Deliver Exceptional Service - Ryan Mann, McKinsey & Company

A few more resources:

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

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

]]> In this episode, Ryan Mann, Partner at McKinsey & Company, shares how "AI has become agenda item one, two, three, four, and five" for hotel leaders worldwide. Recorded at ALIS in January 2026, this conversation explores how AI has shifted from experimentation to executive priority in a matter of months.

Ryan outlines three key arenas shaping hospitality today: internal automation, on-property operational efficiency, and the high-stakes disruption of search and booking. He explains why AI is no longer a technology problem but an adoption challenge, why data readiness and trust will determine visibility in AI-driven discovery, and how leaders should think in scenarios as OTAs, suppliers, and agentic systems compete for control of the booking relationship.

This episode offers a clear framework for where to act now and how to prepare for a rapidly shifting distribution landscape.

See our previous conversation: How The World's Best Hotels Deliver Exceptional Service - Ryan Mann, McKinsey & Company

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ryan-mann-ai-2026/ Josiah Mackenzie Buzzsprout-18705642 Wed, 18 Feb 2026 07:00:00 -0800 1412 full false How I Travel - Bashar Wali How I Travel - Bashar Wali Bashar Wali shares a personal look at how he approaches travel, often landing in a city for less than 24 hours and skipping the landmarks altogether. Instead of checking boxes or chasing must-see attractions, he spends his time in conversation, sitting at coffee shops and bars, speaking with strangers about their lives, ambitions, and perspectives. In this episode, he reframes travel as a tool for self-discovery rather than sightseeing, arguing that depth of connection matters more than distance covered. For hospitality leaders, the takeaway is clear. If you want to understand a place, a culture, or even yourself, start with people.

A few more resources:

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

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

]]> Bashar Wali shares a personal look at how he approaches travel, often landing in a city for less than 24 hours and skipping the landmarks altogether. Instead of checking boxes or chasing must-see attractions, he spends his time in conversation, sitting at coffee shops and bars, speaking with strangers about their lives, ambitions, and perspectives. In this episode, he reframes travel as a tool for self-discovery rather than sightseeing, arguing that depth of connection matters more than distance covered. For hospitality leaders, the takeaway is clear. If you want to understand a place, a culture, or even yourself, start with people.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/bashar-wali-travel/ Josiah Mackenzie Buzzsprout-18679481 Sun, 15 Feb 2026 01:00:00 -0800 381 full false Curiosity Is the First Act of Hospitality - Bashar Wali Curiosity Is the First Act of Hospitality - Bashar Wali In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, challenges one of the most common habits in life and work: leading with “What do you do?” He explains why that question limits connection, reinforces hierarchy, and undermines the core spirit of hospitality. Drawing from his global travels and leadership experience, Bashar makes the case for curiosity as a discipline and introduces a better starting point: “Where are you from?” 

A few more resources:

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

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

]]> In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, challenges one of the most common habits in life and work: leading with “What do you do?” He explains why that question limits connection, reinforces hierarchy, and undermines the core spirit of hospitality. Drawing from his global travels and leadership experience, Bashar makes the case for curiosity as a discipline and introduces a better starting point: “Where are you from?” 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/bashar-wali-question/ Josiah Mackenzie Buzzsprout-18679476 Sat, 14 Feb 2026 01:00:00 -0800 374 full true Why Hospitality Leaders Must Be "Merchants of Cool" - Bashar Wali Why Hospitality Leaders Must Be "Merchants of Cool" - Bashar Wali In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares why staying culturally relevant is your responsibility. 

Read more from Bashar: The Merchants of Cool™

A few more resources:

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

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

]]> In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares why staying culturally relevant is your responsibility. 

Read more from Bashar: The Merchants of Cool™

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/bashar-wali-cool/ Josiah Mackenzie Buzzsprout-18674797 Fri, 13 Feb 2026 05:00:00 -0800 357 full false How to Turn Wellness Into a Profit Center - Emily Johnson How to Turn Wellness Into a Profit Center - Emily Johnson In this conversation, Emily Johnson, founder of Elevate Wellness Collective, returns to move the conversation from wellness theory to practical execution. Drawing on her background in luxury mystery shopping and experiential audits, she explains how a structured wellness audit helps hotels uncover hidden revenue opportunities already inside their operations. From sleep-focused room upgrades and minibar redesigns to team training and retreat partnerships, she outlines how operators can drive incremental top-line growth without major capital investment. If you are looking to offset rising costs, improve retention, and open new pockets of demand, this episode gives you a clear framework to turn wellness into a measurable profit center.

More from Emily:

A few more resources:

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

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

]]> In this conversation, Emily Johnson, founder of Elevate Wellness Collective, returns to move the conversation from wellness theory to practical execution. Drawing on her background in luxury mystery shopping and experiential audits, she explains how a structured wellness audit helps hotels uncover hidden revenue opportunities already inside their operations. From sleep-focused room upgrades and minibar redesigns to team training and retreat partnerships, she outlines how operators can drive incremental top-line growth without major capital investment. If you are looking to offset rising costs, improve retention, and open new pockets of demand, this episode gives you a clear framework to turn wellness into a measurable profit center.

More from Emily:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/elevate-wellness-collective/ Josiah Mackenzie Buzzsprout-18651855 Thu, 12 Feb 2026 01:00:00 -0800 1733 full false What Hotels Get Wrong About Wellness - Emily Johnson What Hotels Get Wrong About Wellness - Emily Johnson In this conversation, Emily Johnson, founder of Elevate Wellness Collective, joins the show to unpack what hotels often misunderstand about wellness. Drawing on her background in hotel investment and development, Emily explains why wellness extends beyond the spa and how mental health and emotional well-being shape the overall stay. The discussion explores wellness as a strategic lens for design and operations, not a standalone amenity, and why hospitality leaders need to rethink how wellness fits into their business objectives. 

More from Emily:

A few more resources:

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

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

]]> In this conversation, Emily Johnson, founder of Elevate Wellness Collective, joins the show to unpack what hotels often misunderstand about wellness. Drawing on her background in hotel investment and development, Emily explains why wellness extends beyond the spa and how mental health and emotional well-being shape the overall stay. The discussion explores wellness as a strategic lens for design and operations, not a standalone amenity, and why hospitality leaders need to rethink how wellness fits into their business objectives. 

More from Emily:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/emily-johnson/ Josiah Mackenzie Buzzsprout-18651849 Wed, 11 Feb 2026 01:00:00 -0800 1295 full false Watch People, Not Trends - Bashar Wali Watch People, Not Trends - Bashar Wali In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares how observing human behavior shapes his perspective on hospitality.

A few more resources:

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

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

]]> In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares how observing human behavior shapes his perspective on hospitality.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/bashar-wali-people/ Josiah Mackenzie Buzzsprout-18641830 Tue, 10 Feb 2026 01:00:00 -0800 534 full false When Hospitality Stops Feeling Like a Welcome - Bashar Wali When Hospitality Stops Feeling Like a Welcome - Bashar Wali In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares a candid perspective shaped by staying in a different hotel every night he travels, explaining how overdesigned spaces, sensory overload, and scripted service have pushed hospitality away from its core purpose. This conversation reframes hotels as a respite from daily chaos, not an experience competing for attention. 

Also see:


A few more resources:

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

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

]]> In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares a candid perspective shaped by staying in a different hotel every night he travels, explaining how overdesigned spaces, sensory overload, and scripted service have pushed hospitality away from its core purpose. This conversation reframes hotels as a respite from daily chaos, not an experience competing for attention. 

Also see:


A few more resources:

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

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

]]> Josiah Mackenzie Buzzsprout-18641708 Mon, 09 Feb 2026 01:00:00 -0800 431 full false Expert Hotel Leaders On How To Outperform In 2026 (Chris Green, David Lund, Shozib Khan) Expert Hotel Leaders On How To Outperform In 2026 (Chris Green, David Lund, Shozib Khan) In this special bonus episode from Actabl, Josiah Mackenzie and Sarah McCay Tams lead a candid discussion with Shozib Khan, David Lund, and Chris Green on how hotel leaders stop flying blind and win in 2026. The panel explains why having the numbers alone is not enough and why shared data, forecast accuracy, and daily execution drive real performance across portfolios. They explore how operators align revenue, labor, CapEx, and culture, while democratizing financial insight from the boardroom to the front line. You will learn how better reporting builds confidence, sharper decisions, and sustainable profit without losing sight of people.

Learn more about Actabl's business intelligence and forecasting solutions

A few more resources:

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

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

]]> In this special bonus episode from Actabl, Josiah Mackenzie and Sarah McCay Tams lead a candid discussion with Shozib Khan, David Lund, and Chris Green on how hotel leaders stop flying blind and win in 2026. The panel explains why having the numbers alone is not enough and why shared data, forecast accuracy, and daily execution drive real performance across portfolios. They explore how operators align revenue, labor, CapEx, and culture, while democratizing financial insight from the boardroom to the front line. You will learn how better reporting builds confidence, sharper decisions, and sustainable profit without losing sight of people.

Learn more about Actabl's business intelligence and forecasting solutions

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/stop-flying-blind-win-2026/ Josiah Mackenzie Buzzsprout-18638465 Sun, 08 Feb 2026 07:00:00 -0800 2542 full false A Hotel Owner’s Unfiltered View of 2026 - Bashar Wali A Hotel Owner’s Unfiltered View of 2026 - Bashar Wali In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares an unfiltered look at what is shaping his thinking as the industry enters 2026. He breaks down the reality of flat revenues, rising labor and insurance costs, policy uncertainty, and why eroding margins feel more dangerous than an outright downturn. Bashar explains how uncertainty is freezing investment, delaying renovations, and reshaping owners' thinking about growth, debt, and risk. This conversation provides hospitality executives with a grounded view of what matters most right now and where disciplined operators continue to focus to survive tough cycles.

Also see: The Next Wave of Hospitality: Trends, Brands, and Innovation - Bashar Wali, Practice Hospitality

A few more resources:

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

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

]]> In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares an unfiltered look at what is shaping his thinking as the industry enters 2026. He breaks down the reality of flat revenues, rising labor and insurance costs, policy uncertainty, and why eroding margins feel more dangerous than an outright downturn. Bashar explains how uncertainty is freezing investment, delaying renovations, and reshaping owners' thinking about growth, debt, and risk. This conversation provides hospitality executives with a grounded view of what matters most right now and where disciplined operators continue to focus to survive tough cycles.

Also see: The Next Wave of Hospitality: Trends, Brands, and Innovation - Bashar Wali, Practice Hospitality

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/bashar-wali-2026-outlook/ Josiah Mackenzie Buzzsprout-18641079 Sun, 08 Feb 2026 01:00:00 -0800 682 full false Humans Are Starving for Connection. Hospitality Can Deliver It. - Heather Dunwoody Humans Are Starving for Connection. Hospitality Can Deliver It. - Heather Dunwoody In this episode, Heather Dunwoody, founder and principal of Hospitality in Bloom, shares how participatory experiences, community, and a strong sense of place create guest experiences people remember and return for. Drawing from her background across agencies, large brands, and hospitality, she explains why humans are starving for connection and how hospitality is uniquely positioned to deliver it. You’ll come away with a clearer perspective on how designing for connection builds stronger brands and more resilient hospitality businesses.

A few more resources:

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

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

]]> In this episode, Heather Dunwoody, founder and principal of Hospitality in Bloom, shares how participatory experiences, community, and a strong sense of place create guest experiences people remember and return for. Drawing from her background across agencies, large brands, and hospitality, she explains why humans are starving for connection and how hospitality is uniquely positioned to deliver it. You’ll come away with a clearer perspective on how designing for connection builds stronger brands and more resilient hospitality businesses.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/heather-dunwoody/ Josiah Mackenzie Buzzsprout-18638540 Sat, 07 Feb 2026 01:00:00 -0800 2015 full false How to Get Real Performance From Hotel Technology - Stacey Milgram Potzka, Actabl [Sponsor Bonus] How to Get Real Performance From Hotel Technology - Stacey Milgram Potzka, Actabl [Sponsor Bonus] In this episode, Stacey Milgram Plotska, VP of Operations and Implementations at Actabl, shares how hotel technology delivers the best results when it’s set up and used the right way. This conversation is a deep dive into what needs to happen, including the implementation, onboarding, training, and systems required to support ongoing learning and adoption. Stacey breaks down how strong technology partnerships work, what hotel teams need to do to succeed, and where some organizations struggle. If you care about driving performance, empowering teams, and getting real value from your technology investments, this conversation offers a clear, practical perspective.

Resources:

A few more resources:

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

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

]]> In this episode, Stacey Milgram Plotska, VP of Operations and Implementations at Actabl, shares how hotel technology delivers the best results when it’s set up and used the right way. This conversation is a deep dive into what needs to happen, including the implementation, onboarding, training, and systems required to support ongoing learning and adoption. Stacey breaks down how strong technology partnerships work, what hotel teams need to do to succeed, and where some organizations struggle. If you care about driving performance, empowering teams, and getting real value from your technology investments, this conversation offers a clear, practical perspective.

Resources:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/stacey-milgram-potzka/ Josiah Mackenzie Buzzsprout-18621597 Thu, 05 Feb 2026 12:00:00 -0800 2085 full false "Sportspitality" and the Future of Placemaking - Walter Isenberg, Sage Hospitality "Sportspitality" and the Future of Placemaking - Walter Isenberg, Sage Hospitality In this episode, Walter Isenberg, CEO and Co-Founder of Sage Hospitality Group, shares how his company thinks about “Sportspitality,” the intersection of hotels, mixed-use development, sports teams, and entertainment districts. He shares how projects tied to arenas and stadiums create amplified demand beyond traditional group, business, and leisure travel. The conversation explores real examples across professional sports, universities, and urban cores, including how hospitality plays a central role in placemaking. 

Learn more about Sage's McGregor Square project

More with Walter:

A few more resources:

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

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

]]> In this episode, Walter Isenberg, CEO and Co-Founder of Sage Hospitality Group, shares how his company thinks about “Sportspitality,” the intersection of hotels, mixed-use development, sports teams, and entertainment districts. He shares how projects tied to arenas and stadiums create amplified demand beyond traditional group, business, and leisure travel. The conversation explores real examples across professional sports, universities, and urban cores, including how hospitality plays a central role in placemaking. 

Learn more about Sage's McGregor Square project

More with Walter:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/sportspitality/ Josiah Mackenzie Buzzsprout-18627647 Thu, 05 Feb 2026 01:00:00 -0800 446 full false Why We Forecast Labor Down to the Minute - Walter Isenberg, Sage Hospitality Why We Forecast Labor Down to the Minute - Walter Isenberg, Sage Hospitality In this episode, Walter Isenberg, CEO and Co-Founder of Sage Hospitality Group, shares why his company forecasts labor down to the minute and tracks forecast accuracy at 30, 60, and 90 days out. You'll hear how forecast discipline directly impacts labor planning, cash flow, and investment returns in a business Walter describes as having "one-day leases."

Resources:


A few more resources:

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

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

]]> In this episode, Walter Isenberg, CEO and Co-Founder of Sage Hospitality Group, shares why his company forecasts labor down to the minute and tracks forecast accuracy at 30, 60, and 90 days out. You'll hear how forecast discipline directly impacts labor planning, cash flow, and investment returns in a business Walter describes as having "one-day leases."

Resources:


A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/walter-isenberg-forecasts/ Josiah Mackenzie Buzzsprout-18621539 Wed, 04 Feb 2026 01:00:00 -0800 498 full false Hotels Are Splitting Into Two Completely Different Businesses - Walter Isenberg, Sage Hospitality Hotels Are Splitting Into Two Completely Different Businesses - Walter Isenberg, Sage Hospitality In this episode, Walter Isenberg, CEO and Co-Founder of Sage Hospitality Group, shares his reflections on 2025, the lessons he's bringing into 2026, and his perspective on the bifurcation in hospitality: commodity hotels moving toward automation and reduced staffing versus experience-driven hospitality, where people remain the competitive advantage. 

More from Walter: 

A few more resources:

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

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

]]> In this episode, Walter Isenberg, CEO and Co-Founder of Sage Hospitality Group, shares his reflections on 2025, the lessons he's bringing into 2026, and his perspective on the bifurcation in hospitality: commodity hotels moving toward automation and reduced staffing versus experience-driven hospitality, where people remain the competitive advantage. 

More from Walter: 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/walter-isenberg-2025-2026/ Josiah Mackenzie Buzzsprout-18614159 Tue, 03 Feb 2026 01:00:00 -0800 888 full false Why The National Forecast Is Your Starting Point - Jan Freitag, CoStar Why The National Forecast Is Your Starting Point - Jan Freitag, CoStar In this episode, Jan Freitag, National Director, Hospitality Analytics at CoStar Group, shares why the national forecast should be your starting point -- and gives specific things you can do to find growth this year.

Links:

A few more resources:

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

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

]]> In this episode, Jan Freitag, National Director, Hospitality Analytics at CoStar Group, shares why the national forecast should be your starting point -- and gives specific things you can do to find growth this year.

Links:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/jan-freitag-q1-2026/ Josiah Mackenzie Buzzsprout-18606902 Mon, 02 Feb 2026 01:00:00 -0800 1733 full false Destination AI: How I Built the #1 Hospitality AI Event From Scratch - Nazpari Aydin Destination AI: How I Built the #1 Hospitality AI Event From Scratch - Nazpari Aydin Nazpari Aydin is the co-founder and managing director of Destination AI — the #1 hospitality AI event — which she built from scratch in just two years. In this episode, she shares why she created the conference, how she approached speaker selection and community building, and what she learned from bringing hospitality leaders, operators, and technologists into the same room. 

Register now for Destination AI 2026

You may also like: The Next Phase of AI Adoption Inside Hotel Companies - Stuart Greif

A few more resources:

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

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

]]> Nazpari Aydin is the co-founder and managing director of Destination AI — the #1 hospitality AI event — which she built from scratch in just two years. In this episode, she shares why she created the conference, how she approached speaker selection and community building, and what she learned from bringing hospitality leaders, operators, and technologists into the same room. 

Register now for Destination AI 2026

You may also like: The Next Phase of AI Adoption Inside Hotel Companies - Stuart Greif

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/destination-ai/ Josiah Mackenzie Buzzsprout-18566698 Sun, 01 Feb 2026 01:00:00 -0800 1186 full false "The Taylor Swift of Travel AI" on Agentic AI, Organizational Upskilling, and Trust - Janette Roush, Brand USA "The Taylor Swift of Travel AI" on Agentic AI, Organizational Upskilling, and Trust - Janette Roush, Brand USA In this episode, Janette Roush, the SVP of Innovation and Chief AI Officer at Brand USA, shares how her team moved past AI hype to real, working applications across the organization. She explains what agentic AI looks like in practice, how organizations shift from individual experimentation to true organizational upskilling, and why trust and verified data are becoming mission-critical as travelers rely more on AI for planning. You’ll hear concrete examples from RFP evaluation, internal workflows, and campaign launches, along with a clear argument for why destination organizations must reposition themselves as trusted sources of truth. This episode is for hospitality and travel leaders who need practical direction on how AI is already reshaping discovery, decision-making, and organizational strategy.

Listen to our previous conversation: America's Chief AI Officer for Travel Shares Advice

Resources we mentioned:

A few more resources:

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

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

]]> In this episode, Janette Roush, the SVP of Innovation and Chief AI Officer at Brand USA, shares how her team moved past AI hype to real, working applications across the organization. She explains what agentic AI looks like in practice, how organizations shift from individual experimentation to true organizational upskilling, and why trust and verified data are becoming mission-critical as travelers rely more on AI for planning. You’ll hear concrete examples from RFP evaluation, internal workflows, and campaign launches, along with a clear argument for why destination organizations must reposition themselves as trusted sources of truth. This episode is for hospitality and travel leaders who need practical direction on how AI is already reshaping discovery, decision-making, and organizational strategy.

Listen to our previous conversation: America's Chief AI Officer for Travel Shares Advice

Resources we mentioned:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/janette-roush-2026/ Josiah Mackenzie Buzzsprout-18595744 Sat, 31 Jan 2026 01:00:00 -0800 2594 full false How This Hotel CEO Uses Art to Create Energy - Sarah Eustis, Main Street Hospitality Group How This Hotel CEO Uses Art to Create Energy - Sarah Eustis, Main Street Hospitality Group Sarah Eustis, CEO of Main Street Hospitality, shares how art plays a direct role in how she leads and drives performance across her portfolio. She explains why her team invests in Artist in Residence programs, rotating galleries, and cultural programming as a way to create energy guests feel the moment they walk in. Sarah also talks about why she avoids standard hotel art packages and instead focuses on work with real meaning and local connection. Toward the end, she reveals an unexpected benefit of art that influences leadership, culture, and how people experience each day.

See our earlier conversations: 

A few more resources:

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

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

]]> Sarah Eustis, CEO of Main Street Hospitality, shares how art plays a direct role in how she leads and drives performance across her portfolio. She explains why her team invests in Artist in Residence programs, rotating galleries, and cultural programming as a way to create energy guests feel the moment they walk in. Sarah also talks about why she avoids standard hotel art packages and instead focuses on work with real meaning and local connection. Toward the end, she reveals an unexpected benefit of art that influences leadership, culture, and how people experience each day.

See our earlier conversations: 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/sarah-eustis-art/ Josiah Mackenzie Buzzsprout-18582696 Fri, 30 Jan 2026 01:00:00 -0800 472 full false Why Irreplaceability Is a Competitive Advantage in Hospitality - Sarah Eustis, Main Street Hospitality Group Why Irreplaceability Is a Competitive Advantage in Hospitality - Sarah Eustis, Main Street Hospitality Group Sarah Eustis, CEO of Main Street Hospitality, shares how she thinks about growth through the lens of irreplaceability. She explains why historic hotels with emotional and cultural relevance often present stronger long-term opportunities than new builds, especially in today’s environment. The conversation explores stewardship as an operating and investment discipline, where thoughtful repositioning, branding, and revenue management unlock value without erasing identity. Hospitality leaders will take away a clear framework for building durable advantage by leaning into what makes a property impossible to replace.

See Sarah's TEDx talk: Old Wine in New Bottles: Generational Hospitality & Reinvention

See our earlier conversations:


A few more resources:

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

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

]]> Sarah Eustis, CEO of Main Street Hospitality, shares how she thinks about growth through the lens of irreplaceability. She explains why historic hotels with emotional and cultural relevance often present stronger long-term opportunities than new builds, especially in today’s environment. The conversation explores stewardship as an operating and investment discipline, where thoughtful repositioning, branding, and revenue management unlock value without erasing identity. Hospitality leaders will take away a clear framework for building durable advantage by leaning into what makes a property impossible to replace.

See Sarah's TEDx talk: Old Wine in New Bottles: Generational Hospitality & Reinvention

See our earlier conversations:


A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/sarah-eustis-irreplaceability/ Josiah Mackenzie Buzzsprout-18582694 Thu, 29 Jan 2026 01:00:00 -0800 539 full false Growth Is Your Choice: Why Only Some Hotels Will Win in 2026 [ALIS Recap] - Josiah Mackenzie Growth Is Your Choice: Why Only Some Hotels Will Win in 2026 [ALIS Recap] - Josiah Mackenzie Josiah Mackenzie recaps his takeaways from ALIS 2026, including why some hotels continue to grow even as industry top-line performance plateaus and costs rise faster than inflation. You'll hear why operational discipline, service excellence, and clear plans for differentiation matter so much, and how pricing power is built through basics done exceptionally well. 

More:

A few more resources:

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

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

]]> Josiah Mackenzie recaps his takeaways from ALIS 2026, including why some hotels continue to grow even as industry top-line performance plateaus and costs rise faster than inflation. You'll hear why operational discipline, service excellence, and clear plans for differentiation matter so much, and how pricing power is built through basics done exceptionally well. 

More:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/alis-2026/ Josiah Mackenzie Buzzsprout-18581777 Wed, 28 Jan 2026 01:00:00 -0800 981 full false The Next Phase of AI Adoption Inside Hotel Companies - Stuart Greif The Next Phase of AI Adoption Inside Hotel Companies - Stuart Greif Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares what he’s seeing as AI adoption inside hotel companies enters its next phase. Drawing on his involvement with Destination AI and insights from a panel he led with leaders from major global brands, Stuart explains how hotels are building on early efficiency gains and broadening their focus. He walks through concrete examples of how AI already supports revenue, sales velocity, staffing decisions, and the guest experience, and outlines where momentum is building next as adoption matures.t. 

Watch the panel Stuart led at Destination AI 2025: How Hotel Chains Are Deploying AI Today

Companies mentioned:

A few more resources:

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

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

]]> Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares what he’s seeing as AI adoption inside hotel companies enters its next phase. Drawing on his involvement with Destination AI and insights from a panel he led with leaders from major global brands, Stuart explains how hotels are building on early efficiency gains and broadening their focus. He walks through concrete examples of how AI already supports revenue, sales velocity, staffing decisions, and the guest experience, and outlines where momentum is building next as adoption matures.t. 

Watch the panel Stuart led at Destination AI 2025: How Hotel Chains Are Deploying AI Today

Companies mentioned:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/stuart-greif-ai-perspectives/ Josiah Mackenzie Buzzsprout-18566694 Tue, 27 Jan 2026 01:00:00 -0800 701 full false How Luxury's Growth Is Reshaping Hospitality - Stuart Greif, Forbes Travel Guide How Luxury's Growth Is Reshaping Hospitality - Stuart Greif, Forbes Travel Guide Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how luxury’s rapid growth is reshaping hospitality. Stuart breaks down the data behind luxury’s expansion, then explores the second- and third-order effects, including changes in the workforce, leadership readiness, training, and differentiation in an increasingly crowded market. The conversation also looks ahead, discussing how hospitality could play a larger role as other industries change and why human connection and caring matter more as luxury scales. This episode offers a clear perspective for hospitality leaders thinking about what comes next and how to prepare.

You may also enjoy:

A few more resources:

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

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

]]> Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how luxury’s rapid growth is reshaping hospitality. Stuart breaks down the data behind luxury’s expansion, then explores the second- and third-order effects, including changes in the workforce, leadership readiness, training, and differentiation in an increasingly crowded market. The conversation also looks ahead, discussing how hospitality could play a larger role as other industries change and why human connection and caring matter more as luxury scales. This episode offers a clear perspective for hospitality leaders thinking about what comes next and how to prepare.

You may also enjoy:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/stuart-greif-luxury/ Josiah Mackenzie Buzzsprout-18564193 Mon, 26 Jan 2026 01:00:00 -0800 1484 full false What I'm Looking For (At ALIS & Beyond) - Josiah Mackenzie What I'm Looking For (At ALIS & Beyond) - Josiah Mackenzie Josiah Mackenzie shares what he's looking for at the ALIS conference this week -- a quick solo episode from the road!

A few more resources:

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

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

]]> Josiah Mackenzie shares what he's looking for at the ALIS conference this week -- a quick solo episode from the road!

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/josiah-mackenzie-looking-for-2026/ Josiah Mackenzie Buzzsprout-18568068 Sun, 25 Jan 2026 15:00:00 -0800 301 full false How I Navigate Conferences Like ALIS - Stuart Greif How I Navigate Conferences Like ALIS - Stuart Greif Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how he approaches industry conferences like ALIS with intention, curiosity, and care. He explains how he balances business goals with human connection, why he avoids over-scheduling meetings, and how leaving space for unplanned conversations leads to better relationships and ideas. The conversation also covers rotating events to stay exposed to new communities, avoiding transactional networking, and managing energy on the road. 

A few more resources:

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

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

]]> Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how he approaches industry conferences like ALIS with intention, curiosity, and care. He explains how he balances business goals with human connection, why he avoids over-scheduling meetings, and how leaving space for unplanned conversations leads to better relationships and ideas. The conversation also covers rotating events to stay exposed to new communities, avoiding transactional networking, and managing energy on the road. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/stuart-greif-events/ Josiah Mackenzie Buzzsprout-18562509 Sun, 25 Jan 2026 01:00:00 -0800 602 full false Hospitality Careers Stall When You Avoid These Conversations - Melissa Maher Hospitality Careers Stall When You Avoid These Conversations - Melissa Maher In this episode, Melissa Maher, a former travel and hospitality executive and author of Holding Your Own, unpacks the leadership skills many professionals never get taught on the job. Melissa shares why she wrote the book and how confidence, self-advocacy, executive presence, and communication shape career progress more than performance alone. The conversation explores practical ways to build trust, navigate feedback, strengthen personal brand, and adapt in a fast-changing, AI-influenced workplace. This episode is for hospitality leaders who want to advance their careers, lead more effectively, and have the conversations that move work and people forward.

Listen to our previous recordings with Melissa:

A few more resources:

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

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

]]> In this episode, Melissa Maher, a former travel and hospitality executive and author of Holding Your Own, unpacks the leadership skills many professionals never get taught on the job. Melissa shares why she wrote the book and how confidence, self-advocacy, executive presence, and communication shape career progress more than performance alone. The conversation explores practical ways to build trust, navigate feedback, strengthen personal brand, and adapt in a fast-changing, AI-influenced workplace. This episode is for hospitality leaders who want to advance their careers, lead more effectively, and have the conversations that move work and people forward.

Listen to our previous recordings with Melissa:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/melissa-maher/ Josiah Mackenzie Buzzsprout-18535621 Sat, 24 Jan 2026 01:00:00 -0800 2067 full false Innovation in Hospitality Starts With Human Needs - Matthias Huettebraeuker Innovation in Hospitality Starts With Human Needs - Matthias Huettebraeuker In this episode, Matthias Huettebraeuker and Josiah Mackenzie unpack what innovation actually means in hospitality, and why most efforts start in the wrong place. This conversation moves past trends to focus on first principles, specifically how designing around human needs creates more resilient, relevant hospitality businesses. Matthias shares a clear framework for rethinking hotels through convergence, fluidity, and versatility, with real-world examples from hospitality and beyond. Listeners will leave with practical ways to apply these ideas immediately, whether they work in sales, marketing, guest services, or operations.

Read Matthias' article in HospitalityNet's Hotel Yearbook: "Can we please not say Hybrid, please"

You may also enjoy:

A few more resources:

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

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

]]> In this episode, Matthias Huettebraeuker and Josiah Mackenzie unpack what innovation actually means in hospitality, and why most efforts start in the wrong place. This conversation moves past trends to focus on first principles, specifically how designing around human needs creates more resilient, relevant hospitality businesses. Matthias shares a clear framework for rethinking hotels through convergence, fluidity, and versatility, with real-world examples from hospitality and beyond. Listeners will leave with practical ways to apply these ideas immediately, whether they work in sales, marketing, guest services, or operations.

Read Matthias' article in HospitalityNet's Hotel Yearbook: "Can we please not say Hybrid, please"

You may also enjoy:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/matthias-huettebraeuker-innovation/ Josiah Mackenzie Buzzsprout-18536264 Fri, 23 Jan 2026 01:00:00 -0800 1781 full false Why Hospitality Leaders Lose Credibility Without a Point of View - Sarah Eustis, Main Street Hospitality Group Why Hospitality Leaders Lose Credibility Without a Point of View - Sarah Eustis, Main Street Hospitality Group In this episode, Sarah Eustis, CEO of Main Street Hospitality, shares why having a clear point of view defines effective leadership. Drawing from her early career inside global fashion brands, she explains how leaders build trust by showing up with conviction, articulating rationale, and setting direction instead of reacting to others. 

See our earlier conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group

A few more resources:

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

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

]]> In this episode, Sarah Eustis, CEO of Main Street Hospitality, shares why having a clear point of view defines effective leadership. Drawing from her early career inside global fashion brands, she explains how leaders build trust by showing up with conviction, articulating rationale, and setting direction instead of reacting to others. 

See our earlier conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/sarah-eustis-point-of-view/ Josiah Mackenzie Buzzsprout-18536222 Thu, 22 Jan 2026 01:00:00 -0800 378 full false The Box and the Wavy Line: A Smarter Way to Lead Hospitality - Sarah Eustis, Main Street Hospitality Group The Box and the Wavy Line: A Smarter Way to Lead Hospitality - Sarah Eustis, Main Street Hospitality Group In this episode, Sarah Eustis, CEO of Main Street Hospitality, shares how she leads with what she calls “the box and the wavy line.” She explains how disciplined operating systems, clear SOPs, and financial rigor create the stability teams need in a volatile market. Sarah also breaks down why structure does not limit creativity and how it creates room for innovation, new concepts, and thoughtful growth. This conversation offers a practical leadership framework for hospitality executives balancing control, culture, and expansion.

See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group

A few more resources:

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

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

]]> In this episode, Sarah Eustis, CEO of Main Street Hospitality, shares how she leads with what she calls “the box and the wavy line.” She explains how disciplined operating systems, clear SOPs, and financial rigor create the stability teams need in a volatile market. Sarah also breaks down why structure does not limit creativity and how it creates room for innovation, new concepts, and thoughtful growth. This conversation offers a practical leadership framework for hospitality executives balancing control, culture, and expansion.

See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/main-street-os/ Josiah Mackenzie Buzzsprout-18536198 Wed, 21 Jan 2026 01:00:00 -0800 424 full false How We Earned an Employee NPS of 78 at Main Street Hospitality - Sarah Eustis How We Earned an Employee NPS of 78 at Main Street Hospitality - Sarah Eustis In this episode, Sarah Eustis, CEO of Main Street Hospitality, explains how the company earned an employee Net Promoter Score of 78 in an industry known for hiring and retention challenges. She breaks down the specific leadership behaviors, hiring philosophy, and feedback systems that shape engagement long before someone’s first day. The conversation focuses on interviewing for emotional intelligence, using 360-degree input, and treating development and feedback as daily operating disciplines. Hospitality leaders will take away a clear view of what high employee satisfaction requires and why it directly impacts guest experience and financial performance.

See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group

A few more resources:

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

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

]]> In this episode, Sarah Eustis, CEO of Main Street Hospitality, explains how the company earned an employee Net Promoter Score of 78 in an industry known for hiring and retention challenges. She breaks down the specific leadership behaviors, hiring philosophy, and feedback systems that shape engagement long before someone’s first day. The conversation focuses on interviewing for emotional intelligence, using 360-degree input, and treating development and feedback as daily operating disciplines. Hospitality leaders will take away a clear view of what high employee satisfaction requires and why it directly impacts guest experience and financial performance.

See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/main-street-enps/ Josiah Mackenzie Buzzsprout-18535610 Tue, 20 Jan 2026 01:00:00 -0800 553 full false How a Top CEO Aligns People Across Teams and Properties to Drive Better Results: Sarah Eustis, Main Street Hospitality Group How a Top CEO Aligns People Across Teams and Properties to Drive Better Results: Sarah Eustis, Main Street Hospitality Group In this episode, Sarah Eustis, CEO of Main Street Hospitality, shares her perspective on leadership and alignment across a diverse, multi-property hotel portfolio. Sarah explains how she defines leadership, why inclusion and shared authorship matter, and how alignment holds culture together across teams, properties, and regions. She also walks through her approach to decision-making and change management. This conversation offers practical insight for hospitality leaders at any level who want to lead more effectively, build trust, and drive better results across their teams.

See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group

Properties in Main Street Hospitality's portfolio:

A few more resources:

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

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

]]> In this episode, Sarah Eustis, CEO of Main Street Hospitality, shares her perspective on leadership and alignment across a diverse, multi-property hotel portfolio. Sarah explains how she defines leadership, why inclusion and shared authorship matter, and how alignment holds culture together across teams, properties, and regions. She also walks through her approach to decision-making and change management. This conversation offers practical insight for hospitality leaders at any level who want to lead more effectively, build trust, and drive better results across their teams.

See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group

Properties in Main Street Hospitality's portfolio:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/sarah-eustis-leadership/ Josiah Mackenzie Buzzsprout-18530163 Mon, 19 Jan 2026 11:00:00 -0800 653 full false The Inside Story of an Artist Collaboration for Hospitality Daily Merch: Betsy Freeman x Josiah Mackenzie The Inside Story of an Artist Collaboration for Hospitality Daily Merch: Betsy Freeman x Josiah Mackenzie In this episode, Betsy Freeman joins Josiah Mackenzie to share her thinking behind creating Hospitality Daily’s first piece of merch: a special edition t-shirt. The conversation explores how art, feeling, and collaboration shape brand identity. Betsy breaks down her creative process, why emotion matters, and how collaboration leads to great outcomes.

A few more resources:

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

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

]]> In this episode, Betsy Freeman joins Josiah Mackenzie to share her thinking behind creating Hospitality Daily’s first piece of merch: a special edition t-shirt. The conversation explores how art, feeling, and collaboration shape brand identity. Betsy breaks down her creative process, why emotion matters, and how collaboration leads to great outcomes.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/betsy-freeman-merch/ Josiah Mackenzie Buzzsprout-18525354 Sun, 18 Jan 2026 18:00:00 -0800 537 full false Faith and How Christianity Guides Hospitality - Jeremy Wells Faith and How Christianity Guides Hospitality - Jeremy Wells In this episode, Jeremy Wells, principal at Longitude and partner at Flyover Developments, shares more on his LinkedIn post exploring hospitality through the lens of Christian faith. He explains how Christianity shapes his view of hospitality as love expressed through everyday actions at work, with guests, teams, and peers. The conversation focuses on integrating belief into professional life with humility, openness, and service. 

Read Jeremy's post on hospitality as an act of love

Listen to our previous conversation: Why Being Yourself Attracts the Right Opportunities in Hospitality

A few more resources:

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

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

]]> In this episode, Jeremy Wells, principal at Longitude and partner at Flyover Developments, shares more on his LinkedIn post exploring hospitality through the lens of Christian faith. He explains how Christianity shapes his view of hospitality as love expressed through everyday actions at work, with guests, teams, and peers. The conversation focuses on integrating belief into professional life with humility, openness, and service. 

Read Jeremy's post on hospitality as an act of love

Listen to our previous conversation: Why Being Yourself Attracts the Right Opportunities in Hospitality

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/jeremy-wells-faith/ Josiah Mackenzie Buzzsprout-18524720 Sun, 18 Jan 2026 01:00:00 -0800 457 full false Why Being Yourself Attracts the Right Opportunities in Hospitality - Jeremy Wells Why Being Yourself Attracts the Right Opportunities in Hospitality - Jeremy Wells In this episode, Jeremy Wells, principal at Longitude and partner at Flyover Developments, shares more on his recent LinkedIn post where he reflects on his life and career and how it connects to a key shift he made. Jeremy shares how years of trying to look and act the part in creative circles pulled him away from the work he actually wanted to do. He explains how leaning into his roots and his real strengths changed the kinds of opportunities, partners, and projects that started finding him. This conversation offers a practical perspective on authenticity as a strategic advantage for hospitality leaders building their careers.

A few more resources:

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

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

]]> In this episode, Jeremy Wells, principal at Longitude and partner at Flyover Developments, shares more on his recent LinkedIn post where he reflects on his life and career and how it connects to a key shift he made. Jeremy shares how years of trying to look and act the part in creative circles pulled him away from the work he actually wanted to do. He explains how leaning into his roots and his real strengths changed the kinds of opportunities, partners, and projects that started finding him. This conversation offers a practical perspective on authenticity as a strategic advantage for hospitality leaders building their careers.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/jeremy-wells-roots/ Josiah Mackenzie Buzzsprout-18517077 Sat, 17 Jan 2026 08:00:00 -0800 1142 full false Fishing, Focus, and the Future of Lifestyle Hospitality - Jeremy Wells Fishing, Focus, and the Future of Lifestyle Hospitality - Jeremy Wells In this episode, Jeremy Wells, principal at Longitude and partner at Flyover Developments, walks through his latest project in the Ozarks and then gets into what it might reveal about where lifestyle hospitality is headed.

A few more resources:

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

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

]]> In this episode, Jeremy Wells, principal at Longitude and partner at Flyover Developments, walks through his latest project in the Ozarks and then gets into what it might reveal about where lifestyle hospitality is headed.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/fishing-future/ Josiah Mackenzie Buzzsprout-18517096 Fri, 16 Jan 2026 01:00:00 -0800 557 full false Hospitality as Community Connection Infrastructure - Rob Blood, Lark Hospitality as Community Connection Infrastructure - Rob Blood, Lark Rob Blood, founder and chairman of Lark, and principal at Elder & Ash, joins the show to talk about what it looks like to put down roots in a place so projects can connect to each other. Drawing from recent work in Cambridge, Massachusetts, he explains how lodging, bars, bookstores, and cultural spaces create more value together -- when they encourage people to stay, linger, and build relationships. Rob shares why spending time in a community leads to deeper learning and better hospitality experiences for guests and locals alike. The episode shows the power of hospitality for connection and community.

A few more resources:

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

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

]]> Rob Blood, founder and chairman of Lark, and principal at Elder & Ash, joins the show to talk about what it looks like to put down roots in a place so projects can connect to each other. Drawing from recent work in Cambridge, Massachusetts, he explains how lodging, bars, bookstores, and cultural spaces create more value together -- when they encourage people to stay, linger, and build relationships. Rob shares why spending time in a community leads to deeper learning and better hospitality experiences for guests and locals alike. The episode shows the power of hospitality for connection and community.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/rob-blood-cambridge/ Josiah Mackenzie Buzzsprout-18507428 Thu, 15 Jan 2026 04:00:00 -0800 554 full false Let's Learn from Sonder: Insights for Owners, Operators, Brands & Tech Companies - Rob Blood, Lark Let's Learn from Sonder: Insights for Owners, Operators, Brands & Tech Companies - Rob Blood, Lark Rob Blood, founder and chairman of Lark, joins the show to reflect on the collapse of Sonder and what it revealed for owners, operators, brands, and technology companies. Drawing from firsthand experience working with properties affected, Rob explains where the master lease model broke down and why control and transparency matter when hotels operate at scale. The conversation explores the right role of technology in hospitality, the limits of venture-driven growth, and how strong partnerships help hotels recover fast when things go wrong. For leaders across disciplines, this episode offers clear, practical lessons on building resilient hospitality businesses.

A few more resources:

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

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

]]> Rob Blood, founder and chairman of Lark, joins the show to reflect on the collapse of Sonder and what it revealed for owners, operators, brands, and technology companies. Drawing from firsthand experience working with properties affected, Rob explains where the master lease model broke down and why control and transparency matter when hotels operate at scale. The conversation explores the right role of technology in hospitality, the limits of venture-driven growth, and how strong partnerships help hotels recover fast when things go wrong. For leaders across disciplines, this episode offers clear, practical lessons on building resilient hospitality businesses.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/sonder-lessons/ Josiah Mackenzie Buzzsprout-18504626 Wed, 14 Jan 2026 01:00:00 -0800 954 full false How AI Now Takes 80% of Our Front Desk Calls - Tony Roumph, Argonaut Hotel How AI Now Takes 80% of Our Front Desk Calls - Tony Roumph, Argonaut Hotel In this episode, Tony Roumph, Managing Director of Argonaut Hotel in San Francisco, shares a practical look at how his team balances timeless hospitality with modern operational realities. This episode includes a case study on how AI and workflow automation reduced front desk call volume by 80 percent, freeing teams to focus on the people in front of them.

Technologies Tony mentions:

Also see: 

A few more resources:

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

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

]]> In this episode, Tony Roumph, Managing Director of Argonaut Hotel in San Francisco, shares a practical look at how his team balances timeless hospitality with modern operational realities. This episode includes a case study on how AI and workflow automation reduced front desk call volume by 80 percent, freeing teams to focus on the people in front of them.

Technologies Tony mentions:

Also see: 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/argonaut-ai/ Josiah Mackenzie Buzzsprout-18490592 Tue, 13 Jan 2026 01:00:00 -0800 741 full false Why Mentorship Beats Micromanagement in Hotels - Tony Roumph, Argonaut Hotel Why Mentorship Beats Micromanagement in Hotels - Tony Roumph, Argonaut Hotel In this episode, Tony Roumph, Managing Director of Argonaut Hotel in San Francisco, shares why mentorship produces stronger leaders than micromanagement and why teaching people about the P&L changes how they think, lead, and collaborate. The conversation focuses on breaking down silos, building business understanding beyond individual roles, and using culture as a practical management tool. If you lead teams and carry responsibility for results, this episode offers lessons you can apply today.

A few more resources:

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

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

]]> In this episode, Tony Roumph, Managing Director of Argonaut Hotel in San Francisco, shares why mentorship produces stronger leaders than micromanagement and why teaching people about the P&L changes how they think, lead, and collaborate. The conversation focuses on breaking down silos, building business understanding beyond individual roles, and using culture as a practical management tool. If you lead teams and carry responsibility for results, this episode offers lessons you can apply today.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/tony-roumph-mentorship/ Josiah Mackenzie Buzzsprout-18490569 Mon, 12 Jan 2026 01:00:00 -0800 445 full false "He Gave Me the Opportunity to Fail, and That Changed Everything" - Tony Roumph, Argonaut Hotel "He Gave Me the Opportunity to Fail, and That Changed Everything" - Tony Roumph, Argonaut Hotel In this episode, we hear the career journey of Tony Roumph, Managing Director of Argonaut Hotel in San Francisco, and the formative leadership lesson that shaped how he leads today. Tony reflects on the moment a former boss gave him the opportunity to fail—and how that trust built confidence, accountability, and long-term growth. He shares how that experience influences his approach to hiring, mentoring, and developing teams in hospitality. This conversation is a reminder that great leaders don’t just protect people from failure—they create the conditions for learning, belief, and real leadership to emerge.

A few more resources:

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

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

]]> In this episode, we hear the career journey of Tony Roumph, Managing Director of Argonaut Hotel in San Francisco, and the formative leadership lesson that shaped how he leads today. Tony reflects on the moment a former boss gave him the opportunity to fail—and how that trust built confidence, accountability, and long-term growth. He shares how that experience influences his approach to hiring, mentoring, and developing teams in hospitality. This conversation is a reminder that great leaders don’t just protect people from failure—they create the conditions for learning, belief, and real leadership to emerge.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/tony-roumph-career/ Josiah Mackenzie Buzzsprout-18488111 Sun, 11 Jan 2026 16:00:00 -0800 545 full false How Community Engagement Is Driving San Francisco's Recovery - Tony Roumph, Argonaut Hotel [San Francisco Sundays] How Community Engagement Is Driving San Francisco's Recovery - Tony Roumph, Argonaut Hotel [San Francisco Sundays] In this episode of San Francisco Sundays, Josiah sits down with Tony Roumph, Managing Director of Argonaut Hotel, to talk about what community engagement really looks like for hotels operating in a complex, evolving city. Drawing on the Argonaut’s historical roots and Tony’s civic involvement across San Francisco’s tourism and neighborhood organizations, the conversation explores how hotels and hoteliers can act as active participants in their communities. Tony reflects on San Francisco’s shifting narrative, the role hospitality leaders play in shaping it, and why optimism feels warranted heading into the next chapter. This episode is a thoughtful look at sense of place, civic responsibility, and the hotel’s role in a city’s recovery.

A few more resources:

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

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

]]> In this episode of San Francisco Sundays, Josiah sits down with Tony Roumph, Managing Director of Argonaut Hotel, to talk about what community engagement really looks like for hotels operating in a complex, evolving city. Drawing on the Argonaut’s historical roots and Tony’s civic involvement across San Francisco’s tourism and neighborhood organizations, the conversation explores how hotels and hoteliers can act as active participants in their communities. Tony reflects on San Francisco’s shifting narrative, the role hospitality leaders play in shaping it, and why optimism feels warranted heading into the next chapter. This episode is a thoughtful look at sense of place, civic responsibility, and the hotel’s role in a city’s recovery.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/tony-roumph-argonaut-hotel/ Josiah Mackenzie Buzzsprout-18488108 Sun, 11 Jan 2026 15:00:00 -0800 600 full false Hotel Tech & AI Deep Dive With Mews Founder Richard Valtr [Sponsor Bonus] Hotel Tech & AI Deep Dive With Mews Founder Richard Valtr [Sponsor Bonus] In this episode, Mews founder Richard Valtr shares a practical look at how AI is reshaping hotel operations, guest experience, and revenue strategy. The conversation focuses on why hoteliers should design the guest journey first, then apply technology to scale it—along with concrete ideas for monetizing beyond rooms and preparing teams for what’s coming next in hospitality tech.

Resources:

Chapters: 

  • 00:02:16 What does Mews do?
  • 00:03:28 What is a PMS?
  • 00:05:42 The 3 assets in a hotel business
  • 00:08:01 Monetization opportunities
  • 00:14:19 Opportunities without admin work
  • 00:15:44 Experiment: Building customer archetypes with AI
  • 00:21:49 "Red teaming" to "destroy" the company
  • 00:24:38 Agentic hospitality
  • 00:25:55 Future: Mesh of AI-assisted work
  • 00:27:13 LLMs as middleware
  • 00:29:35 Misconceptions
  • 00:31:54 The first thing you need to do
  • 00:33:30 AI needs the truth
  • 00:35:38 Speeding up training content creation
  • 00:36:36 Where to start with using AI
  • 00:41:36 Advice for finding technology partners
  • 00:42:26 What Richard is proud of at Mews now

This is a special sponsor bonus episode, sponsored by Mews.

A few more resources:

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

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

]]> In this episode, Mews founder Richard Valtr shares a practical look at how AI is reshaping hotel operations, guest experience, and revenue strategy. The conversation focuses on why hoteliers should design the guest journey first, then apply technology to scale it—along with concrete ideas for monetizing beyond rooms and preparing teams for what’s coming next in hospitality tech.

Resources:

Chapters: 

  • 00:02:16 What does Mews do?
  • 00:03:28 What is a PMS?
  • 00:05:42 The 3 assets in a hotel business
  • 00:08:01 Monetization opportunities
  • 00:14:19 Opportunities without admin work
  • 00:15:44 Experiment: Building customer archetypes with AI
  • 00:21:49 "Red teaming" to "destroy" the company
  • 00:24:38 Agentic hospitality
  • 00:25:55 Future: Mesh of AI-assisted work
  • 00:27:13 LLMs as middleware
  • 00:29:35 Misconceptions
  • 00:31:54 The first thing you need to do
  • 00:33:30 AI needs the truth
  • 00:35:38 Speeding up training content creation
  • 00:36:36 Where to start with using AI
  • 00:41:36 Advice for finding technology partners
  • 00:42:26 What Richard is proud of at Mews now

This is a special sponsor bonus episode, sponsored by Mews.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/richard-valtr-mews-ai/ Buzzsprout-18369279 Tue, 06 Jan 2026 01:00:00 -0800 2743 full false "Calmxiety": Leading Hospitality Through AI with Clarity - Monika Nerger "Calmxiety": Leading Hospitality Through AI with Clarity - Monika Nerger In this episode, Monika Nerger, former Group Global Chief Information Officer at Mandarin Oriental Hotel Group, shares a leadership perspective on AI in hospitality. Drawing on her experience leading global digital transformation—and her current immersion in the AI and technology ecosystem in San Francisco—Monika introduces the concept of “calmxiety”: the tension leaders feel between urgency and uncertainty. She shares why trust, foundations, and clarity matter more than rushing into tools, how to think about AI investment and partners, and why human service remains central to hospitality. 

Resources:

A few more resources:

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

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

]]> In this episode, Monika Nerger, former Group Global Chief Information Officer at Mandarin Oriental Hotel Group, shares a leadership perspective on AI in hospitality. Drawing on her experience leading global digital transformation—and her current immersion in the AI and technology ecosystem in San Francisco—Monika introduces the concept of “calmxiety”: the tension leaders feel between urgency and uncertainty. She shares why trust, foundations, and clarity matter more than rushing into tools, how to think about AI investment and partners, and why human service remains central to hospitality. 

Resources:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/monika-nerger-ai/ Josiah Mackenzie Buzzsprout-18441561 Mon, 05 Jan 2026 01:00:00 -0800 1885 full false How We Led Digital Transformation at Mandarin Oriental by Putting Brand First - Monika Nerger How We Led Digital Transformation at Mandarin Oriental by Putting Brand First - Monika Nerger In this episode, Monika Nerger, former Group Global Chief Information Officer at Mandarin Oriental, shares how she led a large-scale digital transformation by putting brand DNA—not technology—at the center of the strategy. She explains why data governance became the foundational layer, how cross-functional collaboration reshaped decision-making, and what it took to drive real change during the pandemic and beyond. The conversation explores the often-overlooked role of change leadership, trust, and cultural alignment in making transformation stick. 

A few more resources:

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

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

]]> In this episode, Monika Nerger, former Group Global Chief Information Officer at Mandarin Oriental, shares how she led a large-scale digital transformation by putting brand DNA—not technology—at the center of the strategy. She explains why data governance became the foundational layer, how cross-functional collaboration reshaped decision-making, and what it took to drive real change during the pandemic and beyond. The conversation explores the often-overlooked role of change leadership, trust, and cultural alignment in making transformation stick. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/monika-nerger-transformation/ Buzzsprout-18440599 Sat, 03 Jan 2026 01:00:00 -0800 1428 full false Why Managing From Your Office is Costing You Money - Craig Poole Why Managing From Your Office is Costing You Money - Craig Poole In this episode, Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, shares why returning to the basics of hospitality starts with leadership presence on the floor. He shares how being visible to guests, employees, and the surrounding community directly impacts revenue, demand, and long-term growth. Craig explains the concept of the “point of impact,” why managing from reports creates blind spots, and how walking lobbies and working banquets unlocked new business opportunities in his hotels. 

See more with Craig: 

A few more resources:

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

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

]]> In this episode, Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, shares why returning to the basics of hospitality starts with leadership presence on the floor. He shares how being visible to guests, employees, and the surrounding community directly impacts revenue, demand, and long-term growth. Craig explains the concept of the “point of impact,” why managing from reports creates blind spots, and how walking lobbies and working banquets unlocked new business opportunities in his hotels. 

See more with Craig: 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/craig-poole-presence/ Buzzsprout-18440508 Fri, 02 Jan 2026 01:00:00 -0800 520 full false It's Time to Go Back to the Basics in Hospitality - Craig Poole It's Time to Go Back to the Basics in Hospitality - Craig Poole In this episode, Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, shares why it’s time to go back to the basics of hospitality. Craig shares why leadership, presence, knowing your people, and engaging directly with guests still matter more than ever. Drawing on decades of experience, he offers practical reminders for hotel leaders seeking to build stronger teams, deliver better guest experiences, and build more resilient businesses.

See more with Craig: 

A few more resources:

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

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

]]> In this episode, Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, shares why it’s time to go back to the basics of hospitality. Craig shares why leadership, presence, knowing your people, and engaging directly with guests still matter more than ever. Drawing on decades of experience, he offers practical reminders for hotel leaders seeking to build stronger teams, deliver better guest experiences, and build more resilient businesses.

See more with Craig: 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/craig-poole-basics/ Josiah Mackenzie Buzzsprout-18437794 Thu, 01 Jan 2026 01:00:00 -0800 598 full false The Year Ahead in Hospitality: Why People and Culture Will Determine Who Wins - Agnelo Fernandes, Cote Hospitality The Year Ahead in Hospitality: Why People and Culture Will Determine Who Wins - Agnelo Fernandes, Cote Hospitality In this episode, Agnelo Fernandes, CEO of Cote Hospitality, shares his take on what will matter most for hospitality leaders in the year ahead. As technology and AI continue to accelerate, Agnelo argues that people and culture—not platforms or tools—will ultimately define the winners in the industry. He explores why the guest journey is becoming more complex, why labor challenges are structural rather than temporary, and why even the best technology fails without the right teams behind it. For hospitality executives navigating rapid change, this conversation offers an expert perspective on leadership, culture, and building long-term competitive advantage.

A few more resources:

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

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

]]> In this episode, Agnelo Fernandes, CEO of Cote Hospitality, shares his take on what will matter most for hospitality leaders in the year ahead. As technology and AI continue to accelerate, Agnelo argues that people and culture—not platforms or tools—will ultimately define the winners in the industry. He explores why the guest journey is becoming more complex, why labor challenges are structural rather than temporary, and why even the best technology fails without the right teams behind it. For hospitality executives navigating rapid change, this conversation offers an expert perspective on leadership, culture, and building long-term competitive advantage.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/agnelo-fernandes-future/ Josiah Mackenzie Buzzsprout-18409888 Wed, 31 Dec 2025 01:00:00 -0800 397 full false Why I'm Adding Q&A and Group Conversations To This Show - Josiah Mackenzie Why I'm Adding Q&A and Group Conversations To This Show - Josiah Mackenzie In this short update, Josiah shares how Hospitality Daily is evolving in the year ahead. 

Ask your question here on LinkedIn

A few more resources:

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

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

]]> In this short update, Josiah shares how Hospitality Daily is evolving in the year ahead. 

Ask your question here on LinkedIn

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/new-formats/ Josiah Mackenzie Buzzsprout-18417447 Fri, 26 Dec 2025 15:00:00 -0800 262 full false Christmas in Hospitality: When Culture Matters Most - Craig Poole Christmas in Hospitality: When Culture Matters Most - Craig Poole In this short episode, Craig Poole reflects on what Christmas reveals about leadership in hospitality and why this season is often when culture matters most.

You may also enjoy these from Craig: 

A few more resources:

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

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

]]> In this short episode, Craig Poole reflects on what Christmas reveals about leadership in hospitality and why this season is often when culture matters most.

You may also enjoy these from Craig: 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/craig-poole-christmas/ Josiah Mackenzie Buzzsprout-18409877 Thu, 25 Dec 2025 01:00:00 -0800 421 full false Why Hospitality Creates Hope - Craig Poole Why Hospitality Creates Hope - Craig Poole In this episode, Craig Poole reflects on why hospitality is uniquely positioned to create hope—especially in broken or forgotten places. Drawing on his experience turning around marginalized properties and communities, Craig explains why hope isn’t something leaders can wish for but must actively build through selfless decisions and risk-taking. The conversation explores hospitality as a giving profession—and how hope emerges when leaders invest in people others overlook. 

A few more resources:

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

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

]]> In this episode, Craig Poole reflects on why hospitality is uniquely positioned to create hope—especially in broken or forgotten places. Drawing on his experience turning around marginalized properties and communities, Craig explains why hope isn’t something leaders can wish for but must actively build through selfless decisions and risk-taking. The conversation explores hospitality as a giving profession—and how hope emerges when leaders invest in people others overlook. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/craig-poole-hospitality-hope/ Josiah Mackenzie Buzzsprout-18409871 Wed, 24 Dec 2025 01:00:00 -0800 345 full false When Places Are Broken, Hospitality Can Lead With Hope - Craig Poole When Places Are Broken, Hospitality Can Lead With Hope - Craig Poole In this episode, Josiah Mackenzie speaks with Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, about hospitality’s unique ability to heal broken places. Craig shares how he approaches struggling hotels and communities by changing perception first—restoring dignity, self-esteem, and hope long before financial results follow. Drawing on real-world turnarounds, he explains why investing in people and engaging the surrounding community can transform not just a business, but an entire environment. 

See more with Craig: 

A few more resources:

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

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

]]> In this episode, Josiah Mackenzie speaks with Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, about hospitality’s unique ability to heal broken places. Craig shares how he approaches struggling hotels and communities by changing perception first—restoring dignity, self-esteem, and hope long before financial results follow. Drawing on real-world turnarounds, he explains why investing in people and engaging the surrounding community can transform not just a business, but an entire environment. 

See more with Craig: 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/craig-poole-broken-hope/ Josiah Mackenzie Buzzsprout-18404315 Tue, 23 Dec 2025 01:00:00 -0800 566 full false What It Really Takes to Scale Hospitality: Culture and Leadership Lessons One Year After Our Blockbuster Deal - Rob Blood, Lark What It Really Takes to Scale Hospitality: Culture and Leadership Lessons One Year After Our Blockbuster Deal - Rob Blood, Lark In this episode, Rob Blood, Founder and Chairman of Lark, returns for a one-year check-in following Lark’s blockbuster deal with Life House. Rob reflects on what it actually takes to scale a hospitality company after the announcement—working through integration challenges, repairing trust, and intentionally building culture under pressure. The conversation explores how values are operationalized at scale, why storytelling and culture anchor identity, and what to look for in leaders when complexity increases. 

You may also enjoy:

  1. Billion-Dollar Boutique Blockbuster: The Story Behind Lark Hotels’ Joint Venture with Life House
  2. How We Created An Award-Winning Boutique Hotel Management and Development Company - Meg Kennedy & Rob Blood, Lark Hotels
  3. Road Trips & Revelations: Fresh Ideas for Hospitality - Meg Kennedy & Rob Blood, Lark Hotels

A few more resources:

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

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

]]> In this episode, Rob Blood, Founder and Chairman of Lark, returns for a one-year check-in following Lark’s blockbuster deal with Life House. Rob reflects on what it actually takes to scale a hospitality company after the announcement—working through integration challenges, repairing trust, and intentionally building culture under pressure. The conversation explores how values are operationalized at scale, why storytelling and culture anchor identity, and what to look for in leaders when complexity increases. 

You may also enjoy:

  1. Billion-Dollar Boutique Blockbuster: The Story Behind Lark Hotels’ Joint Venture with Life House
  2. How We Created An Award-Winning Boutique Hotel Management and Development Company - Meg Kennedy & Rob Blood, Lark Hotels
  3. Road Trips & Revelations: Fresh Ideas for Hospitality - Meg Kennedy & Rob Blood, Lark Hotels

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/rob-blood-lark/ Josiah Mackenzie Buzzsprout-18399648 Mon, 22 Dec 2025 07:00:00 -0800 761 full false Believe in San Francisco: Why Storytelling and Hospitality Shape the Future of the City - Lynn Bruni-Perkins, San Francisco Travel Association Believe in San Francisco: Why Storytelling and Hospitality Shape the Future of the City - Lynn Bruni-Perkins, San Francisco Travel Association In this episode, Josiah Mackenzie reconnects with Lynn Bruni-Perkins, Chief Marketing Officer of the San Francisco Travel Association, to talk about where San Francisco is right now and where it’s headed. Lynn shares how storytelling and hospitality play a central role in shaping a city’s future, from rebuilding civic pride to driving visitors to powering the economy. The conversation explores SF Travel’s “Believe in San Francisco” messaging platform, the importance of residents as ambassadors, and why welcoming people—especially in moments of change—matters more than ever for cities and the hospitality professionals who serve them.

A few more resources:

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

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

]]> In this episode, Josiah Mackenzie reconnects with Lynn Bruni-Perkins, Chief Marketing Officer of the San Francisco Travel Association, to talk about where San Francisco is right now and where it’s headed. Lynn shares how storytelling and hospitality play a central role in shaping a city’s future, from rebuilding civic pride to driving visitors to powering the economy. The conversation explores SF Travel’s “Believe in San Francisco” messaging platform, the importance of residents as ambassadors, and why welcoming people—especially in moments of change—matters more than ever for cities and the hospitality professionals who serve them.

A few more resources:

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

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

]]> Buzzsprout-18383737 Sun, 21 Dec 2025 01:00:00 -0800 1755 full false Should Hoteliers be "Vibe Coding" with AI? - Danica Smith & Josiah Mackenzie Should Hoteliers be "Vibe Coding" with AI? - Danica Smith & Josiah Mackenzie In this episode, Josiah Mackenzie is joined by Danica Smith, guest experience correspondent for Hospitality Daily and founder of MorningStar GX, to discuss whether hoteliers should start “vibe coding” with AI. 

Danica shares why she decided to experiment with building software herself, what surprised her most along the way, and how AI is removing long-standing technical barriers across hospitality roles. Together, they unpack where this creates real opportunity for operators, leaders, and advisors—and what still matters deeply as technology accelerates. For hospitality professionals curious about AI but unsure where to start, this conversation offers a practical perspective.

Resources:

A few more resources:

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

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

]]> In this episode, Josiah Mackenzie is joined by Danica Smith, guest experience correspondent for Hospitality Daily and founder of MorningStar GX, to discuss whether hoteliers should start “vibe coding” with AI. 

Danica shares why she decided to experiment with building software herself, what surprised her most along the way, and how AI is removing long-standing technical barriers across hospitality roles. Together, they unpack where this creates real opportunity for operators, leaders, and advisors—and what still matters deeply as technology accelerates. For hospitality professionals curious about AI but unsure where to start, this conversation offers a practical perspective.

Resources:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/danica-smith-vibe-coding/ Josiah Mackenzie Buzzsprout-18389557 Sat, 20 Dec 2025 07:00:00 -0800 2048 full false The AI Conversation No One Is Having (But Hoteliers Should) - Mark Fancourt The AI Conversation No One Is Having (But Hoteliers Should) - Mark Fancourt In this episode, Josiah Mackenzie speaks with Mark Fancourt, cofounder and principal at TRAVHOTECH, and a former senior leader across global hospitality brands and technology companies. Their conversation moves beyond the typical AI talking points in our industry to examine the less-discussed implications for hospitality — from the workforce and robotics to shifting consumer demand and long-term industry sustainability. Mark offers a perspective shaped by decades of operational leadership and hands-on experimentation with emerging technologies. 

A few more resources:

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

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

]]> In this episode, Josiah Mackenzie speaks with Mark Fancourt, cofounder and principal at TRAVHOTECH, and a former senior leader across global hospitality brands and technology companies. Their conversation moves beyond the typical AI talking points in our industry to examine the less-discussed implications for hospitality — from the workforce and robotics to shifting consumer demand and long-term industry sustainability. Mark offers a perspective shaped by decades of operational leadership and hands-on experimentation with emerging technologies. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/mark-fancourt-ai-2025/ Buzzsprout-18383773 Fri, 19 Dec 2025 08:00:00 -0800 1246 full false How ProfitSword Drives Daily Hotel Performance For Us - Agnelo Fernandes, Cote Hospitality [Sponsor Bonus] How ProfitSword Drives Daily Hotel Performance For Us - Agnelo Fernandes, Cote Hospitality [Sponsor Bonus] In this sponsor bonus episode, Agnelo Fernandes, CEO of Cote Hospitality, shares how he and his team use ProfitSword by Actabl to manage hotel performance each day. He explains how real-time visibility into revenue, labor, and other costs enables better game-time decisions to drive profitability.

You may also enjoy:

A few more resources:

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

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

]]> In this sponsor bonus episode, Agnelo Fernandes, CEO of Cote Hospitality, shares how he and his team use ProfitSword by Actabl to manage hotel performance each day. He explains how real-time visibility into revenue, labor, and other costs enables better game-time decisions to drive profitability.

You may also enjoy:

A few more resources:

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

]]> https://podcast.hospitalitydaily.com/profitsword-agnelo-fernandes/ Josiah Mackenzie Buzzsprout-18368583 Thu, 18 Dec 2025 08:00:00 -0800 377 full false "If We’re Not Using Technology, We’re Done": A CEO’s Wake-Up Call for Hospitality - Agnelo Fernandes, Cote Hospitality "If We’re Not Using Technology, We’re Done": A CEO’s Wake-Up Call for Hospitality - Agnelo Fernandes, Cote Hospitality In this episode, Agnelo Fernandes, CEO of Cote Hospitality, shares how recent conversations during a trip to Northern California sharpened his perspective on the pace of technological change—and what it means for hospitality leaders. He explains why technology, and increasingly AI, is no longer just about efficiency, but a critical enabler of personalization, empowered teams, and delivering on the promise of hospitality. Agnelo also outlines the financial and operational pressures forcing the industry to rethink labor, data, and decision-making. For leaders navigating rising expectations and tighter margins, this conversation offers a clear-eyed view of what’s becoming non-negotiable.

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

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

]]> In this episode, Agnelo Fernandes, CEO of Cote Hospitality, shares how recent conversations during a trip to Northern California sharpened his perspective on the pace of technological change—and what it means for hospitality leaders. He explains why technology, and increasingly AI, is no longer just about efficiency, but a critical enabler of personalization, empowered teams, and delivering on the promise of hospitality. Agnelo also outlines the financial and operational pressures forcing the industry to rethink labor, data, and decision-making. For leaders navigating rising expectations and tighter margins, this conversation offers a clear-eyed view of what’s becoming non-negotiable.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/agnelo-fernandes-tech/ Josiah Mackenzie Buzzsprout-18368580 Thu, 18 Dec 2025 01:00:00 -0800 599 full false What Our "52 Games a Year" Mindset Reveals About Leading Performance in Hospitality - Agnelo Fernandes, Cote Hospitality What Our "52 Games a Year" Mindset Reveals About Leading Performance in Hospitality - Agnelo Fernandes, Cote Hospitality In this episode, Agnelo Fernandes, CEO of Cote Hospitality, shares how he thinks about leading performance in a challenging operating environment. As demand flattens and costs continue to rise, Agnelo explains why labor is unlikely to return to "normal" anytime soon, how simplicity and adaptability have become competitive advantages, and why strong brands are built in moments. He introduces his “52 Games a Year” mindset, reframing performance as a season of wins and losses that requires constant adjustment rather than rigid plans. This episode offers hospitality leaders a practical, people-first perspective on driving sustainable performance without losing what makes hospitality work.

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

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

]]> In this episode, Agnelo Fernandes, CEO of Cote Hospitality, shares how he thinks about leading performance in a challenging operating environment. As demand flattens and costs continue to rise, Agnelo explains why labor is unlikely to return to "normal" anytime soon, how simplicity and adaptability have become competitive advantages, and why strong brands are built in moments. He introduces his “52 Games a Year” mindset, reframing performance as a season of wins and losses that requires constant adjustment rather than rigid plans. This episode offers hospitality leaders a practical, people-first perspective on driving sustainable performance without losing what makes hospitality work.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/agnelo-fernandes-performance/ Josiah Mackenzie Buzzsprout-18368584 Wed, 17 Dec 2025 01:00:00 -0800 433 full false How Mentorship Drives Retention, Culture, and Leadership at Cote Hospitality - Agnelo Fernandes, Cote Hospitality How Mentorship Drives Retention, Culture, and Leadership at Cote Hospitality - Agnelo Fernandes, Cote Hospitality In this episode, Agnelo Fernandes, CEO of Cote Hospitality, takes us inside the thinking behind the company’s GUIDE mentorship program—designed to develop leaders from within while improving retention and strengthening culture. Agnelo explains why mentorship works best as a two-way relationship, how personal branding fits into leadership development, and why human connection—not hierarchy—is the foundation of meaningful growth. He also shares the tangible business outcomes Cote is seeing, from stronger retention to deeper engagement and a growing pipeline of future leaders. This conversation offers a practical, values-driven look at how mentorship can become a strategic advantage in hospitality.

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

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

]]> In this episode, Agnelo Fernandes, CEO of Cote Hospitality, takes us inside the thinking behind the company’s GUIDE mentorship program—designed to develop leaders from within while improving retention and strengthening culture. Agnelo explains why mentorship works best as a two-way relationship, how personal branding fits into leadership development, and why human connection—not hierarchy—is the foundation of meaningful growth. He also shares the tangible business outcomes Cote is seeing, from stronger retention to deeper engagement and a growing pipeline of future leaders. This conversation offers a practical, values-driven look at how mentorship can become a strategic advantage in hospitality.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/cote-guide-mentorship/ Buzzsprout-18360998 Tue, 16 Dec 2025 01:00:00 -0800 926 full false Harder Than Rocket Science, but More Fulfilling: Hospitality Lessons from My Journey to CEO - Agnelo Fernandes, Cote Hospitality Harder Than Rocket Science, but More Fulfilling: Hospitality Lessons from My Journey to CEO - Agnelo Fernandes, Cote Hospitality Agnelo Fernandes wanted to work in hospitality so badly that he removed his MBA from his resume just to land an entry-level job in the industry.

Today, he's the CEO of Cote Hospitality, and his path there was anything but traditional. In this episode, Agnelo shares the moments that pulled him away from investment banking, why he believes hospitality is actually harder than rocket science or brain surgery ("you're dealing with all senses at their highest alert level"), and the leadership philosophy that's guided his rise to the CEO role.

We explore his concept of "leading from any seat," why he's never followed just one mentor, and the practical habits that helped him stay relevant as technology transformed the industry. Whether you're early in your career or eyeing the top job yourself, there's something here for you.

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

]]> Agnelo Fernandes wanted to work in hospitality so badly that he removed his MBA from his resume just to land an entry-level job in the industry.

Today, he's the CEO of Cote Hospitality, and his path there was anything but traditional. In this episode, Agnelo shares the moments that pulled him away from investment banking, why he believes hospitality is actually harder than rocket science or brain surgery ("you're dealing with all senses at their highest alert level"), and the leadership philosophy that's guided his rise to the CEO role.

We explore his concept of "leading from any seat," why he's never followed just one mentor, and the practical habits that helped him stay relevant as technology transformed the industry. Whether you're early in your career or eyeing the top job yourself, there's something here for you.

Want more? 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/agnelo-fernandes Buzzsprout-18348851 Mon, 15 Dec 2025 01:00:00 -0800 1000 full false How Hospitality Gave Me the Resilience to Fight Cancer - Craig Poole How Hospitality Gave Me the Resilience to Fight Cancer - Craig Poole In this episode, Craig Poole reflects on how a lifetime in hospitality built the resilience and mindset he’s relied on while fighting cancer. He shares lessons drawn from decades of leadership — gratitude, selflessness, adaptability, and compassion — and explains why hospitality uniquely prepares people to face life’s hardest challenges. Craig also revisits his philosophy of leadership, community, and being “behind” the people you lead, and how that philosophy has taken on deeper meaning through illness. This is a thoughtful conversation about strength, service, and what hospitality teaches us far beyond our careers.

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

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

]]> In this episode, Craig Poole reflects on how a lifetime in hospitality built the resilience and mindset he’s relied on while fighting cancer. He shares lessons drawn from decades of leadership — gratitude, selflessness, adaptability, and compassion — and explains why hospitality uniquely prepares people to face life’s hardest challenges. Craig also revisits his philosophy of leadership, community, and being “behind” the people you lead, and how that philosophy has taken on deeper meaning through illness. This is a thoughtful conversation about strength, service, and what hospitality teaches us far beyond our careers.

Resources: 

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

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

]]> https://podcast.hospitalitydaily.com/craig-poole-resilience/ Josiah Mackenzie Buzzsprout-18337307 Sun, 14 Dec 2025 01:00:00 -0800 960 full false Roundtable Reality Check: Hospitality's Biggest Stories of 2025 and 2026 Predictions Roundtable Reality Check: Hospitality's Biggest Stories of 2025 and 2026 Predictions In this episode, Hospitality Daily host Josiah Mackenzie joins a roundtable of the top podcasters in hospitality for an unfiltered look at the stories that defined 2025 and what leaders can anticipate for the year ahead. Moderated by Katie Cline, host of Suite Success, the discussion brings together Zach Busekrus (Behind the Stays), David Millili and Steve Carran (The Modern Hotelier), and Glenn Haussman (No Vacancy) to unpack the realities behind luxury’s continued rise, loyalty’s identity crisis, AI hype versus impact, trade show fatigue, and how operators protected profitability in a challenging year. Drawing on hundreds of conversations each has had across the industry, this episode offers a grounded, experience-driven perspective on where hospitality stands today and the forces likely to shape 2026.

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

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

]]> In this episode, Hospitality Daily host Josiah Mackenzie joins a roundtable of the top podcasters in hospitality for an unfiltered look at the stories that defined 2025 and what leaders can anticipate for the year ahead. Moderated by Katie Cline, host of Suite Success, the discussion brings together Zach Busekrus (Behind the Stays), David Millili and Steve Carran (The Modern Hotelier), and Glenn Haussman (No Vacancy) to unpack the realities behind luxury’s continued rise, loyalty’s identity crisis, AI hype versus impact, trade show fatigue, and how operators protected profitability in a challenging year. Drawing on hundreds of conversations each has had across the industry, this episode offers a grounded, experience-driven perspective on where hospitality stands today and the forces likely to shape 2026.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/podcaster-recap-2025/ Buzzsprout-18346668 Sat, 13 Dec 2025 01:00:00 -0800 3785 full false Why "Beautiful" Isn't Enough: Designing Hospitality People Come Back To - Craig Stanghetta, Ste Marie Why "Beautiful" Isn't Enough: Designing Hospitality People Come Back To - Craig Stanghetta, Ste Marie In this episode, we're learning from Craig Stanghetta, Founder and Creative Director of Ste Marie, about why the most successful hospitality concepts are designed around emotion rather than just aesthetics. Drawing on his background in theatre, Craig shares how story, risk, and a balance of comfort and wonder shape spaces guests actually return to. He also shares what emotional design looks like in an increasingly AI-driven world and why human connection remains hospitality's most durable advantage. 

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

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

]]> In this episode, we're learning from Craig Stanghetta, Founder and Creative Director of Ste Marie, about why the most successful hospitality concepts are designed around emotion rather than just aesthetics. Drawing on his background in theatre, Craig shares how story, risk, and a balance of comfort and wonder shape spaces guests actually return to. He also shares what emotional design looks like in an increasingly AI-driven world and why human connection remains hospitality's most durable advantage. 

Want more? 

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

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

]]> https://podcast.hospitalitydaily.com/craig-stanghetta/ Buzzsprout-18343267 Fri, 12 Dec 2025 07:00:00 -0800 2995 full false Inside the Q3 2025 Labor Report: Trends, Operator Insights, and What To Do Next [Sponsor Bonus] Inside the Q3 2025 Labor Report: Trends, Operator Insights, and What To Do Next [Sponsor Bonus] In this special bonus episode, we break down Actabl's Q3 2025 Hotel Labor Benchmarking Data and explore what it means for hotel operators planning for 2026. Sarah McCay Tams, Head of Research and Editorial for HotelData.com, walks through the major trends shaping wages, overtime, headcount, and productivity across U.S. hotels. She’s joined by experienced operators Shanell Marinuzzi and Peter Kilbourne, who share practical insights on staffing models, forecasting accuracy, cross-training, and using overtime strategically. Listeners will come away with a clearer understanding of how top-performing hotels protected margins in 2025 -- and what to do now to better align labor with real-time demand in the year ahead.

Resources:

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

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

]]> In this special bonus episode, we break down Actabl's Q3 2025 Hotel Labor Benchmarking Data and explore what it means for hotel operators planning for 2026. Sarah McCay Tams, Head of Research and Editorial for HotelData.com, walks through the major trends shaping wages, overtime, headcount, and productivity across U.S. hotels. She’s joined by experienced operators Shanell Marinuzzi and Peter Kilbourne, who share practical insights on staffing models, forecasting accuracy, cross-training, and using overtime strategically. Listeners will come away with a clearer understanding of how top-performing hotels protected margins in 2025 -- and what to do now to better align labor with real-time demand in the year ahead.

Resources:

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

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

]]> https://podcast.hospitalitydaily.com/q3-2025-labor-data/ Josiah Mackenzie Buzzsprout-18340173 Thu, 11 Dec 2025 15:00:00 -0800 2473 full false Inside the Alpine Resort Where Mindfulness and Enjoying Life Coexist Naturally - Daniel Lauber, CERVO Inside the Alpine Resort Where Mindfulness and Enjoying Life Coexist Naturally - Daniel Lauber, CERVO In this episode, we're learning from Daniel Lauber, founder of CERVO Mountain Resort, in a conversation with our innovation correspondent Matthias Huettebraeuker about reimagining what hospitality can be today. Daniel shares how CERVO evolved from a modern hunting lodge concept into a holistic “way of living” rooted in community, culture, and connection. He explains why mindfulness and enjoying life can naturally coexist, what authenticity really means beyond alpine clichés, and how design, rituals, and programming can create meaningful spaces for guests, staff, and locals. For hospitality leaders, this episode offers a deeply thoughtful look at innovation, guest expectations, and the human side of building a resort that feels alive.

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

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

]]> In this episode, we're learning from Daniel Lauber, founder of CERVO Mountain Resort, in a conversation with our innovation correspondent Matthias Huettebraeuker about reimagining what hospitality can be today. Daniel shares how CERVO evolved from a modern hunting lodge concept into a holistic “way of living” rooted in community, culture, and connection. He explains why mindfulness and enjoying life can naturally coexist, what authenticity really means beyond alpine clichés, and how design, rituals, and programming can create meaningful spaces for guests, staff, and locals. For hospitality leaders, this episode offers a deeply thoughtful look at innovation, guest expectations, and the human side of building a resort that feels alive.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/daniel-lauber/ Josiah Mackenzie Buzzsprout-18308101 Sat, 06 Dec 2025 17:00:00 -0800 2982 full false Why Most Hospitality Tech Isn't Delivering, and What I've Found Actually Works - Matthew Bell, Mollie's Why Most Hospitality Tech Isn't Delivering, and What I've Found Actually Works - Matthew Bell, Mollie's In this conversation, our guest experience correspondent, Danica Smith, interviews Matthew Bell, Managing Director at Mollie's, and former Chief Hotel Operations Officer at citizenM, about why so many digital initiatives continue to underperform. Matt explains how misaligned goals, over-engineered projects, and a lack of clear value metrics often hold hotels back, and why a more incremental, guest-led approach delivers better results. He also shares why personal devices, identity, and authentication will shape the next wave of guest experience innovation. Hospitality leaders will come away with a clearer framework for evaluating their tech stack and focusing on what actually delivers results.

A few more resources:

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

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

]]> In this conversation, our guest experience correspondent, Danica Smith, interviews Matthew Bell, Managing Director at Mollie's, and former Chief Hotel Operations Officer at citizenM, about why so many digital initiatives continue to underperform. Matt explains how misaligned goals, over-engineered projects, and a lack of clear value metrics often hold hotels back, and why a more incremental, guest-led approach delivers better results. He also shares why personal devices, identity, and authentication will shape the next wave of guest experience innovation. Hospitality leaders will come away with a clearer framework for evaluating their tech stack and focusing on what actually delivers results.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/matt-bell-digital/ Josiah Mackenzie Buzzsprout-18260827 Fri, 28 Nov 2025 01:00:00 -0800 712 full false Gratitude in a Hard Year: The Bright Spots in Hospitality (And What I’m Grateful For) - Josiah Mackenzie Gratitude in a Hard Year: The Bright Spots in Hospitality (And What I’m Grateful For) - Josiah Mackenzie In this solo Thanksgiving episode, Hospitality Daily founder and publisher Josiah Mackenzie reflects on the bright spots he saw across the hospitality industry this year—from operators protecting profit amid headwinds to a renewed respect for on-property teams and the smart use of technology to drive results. He highlights the leadership, culture, and operational fundamentals that carried the industry through a challenging period. Josiah also shares the personal gratitude he feels for the collaborators, contributors, and listeners who helped shape the show and his own learning this year. 

A few more resources:

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

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

]]> In this solo Thanksgiving episode, Hospitality Daily founder and publisher Josiah Mackenzie reflects on the bright spots he saw across the hospitality industry this year—from operators protecting profit amid headwinds to a renewed respect for on-property teams and the smart use of technology to drive results. He highlights the leadership, culture, and operational fundamentals that carried the industry through a challenging period. Josiah also shares the personal gratitude he feels for the collaborators, contributors, and listeners who helped shape the show and his own learning this year. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/thanksgiving-2025/ Josiah Mackenzie Buzzsprout-18261496 Thu, 27 Nov 2025 13:00:00 -0800 478 full false The Starfish Principle: How Hospitality Scales Through Agility, Autonomy & A Clear North Star - Matthew Bell, Mollie's The Starfish Principle: How Hospitality Scales Through Agility, Autonomy & A Clear North Star - Matthew Bell, Mollie's In this conversation, our guest experience correspondent, Danica Smith, speaks with Matthew Bell, Managing Director at Mollie's, and former Chief Hotel Operations Officer at citizenM, about what it really takes to scale a hospitality brand without losing its soul and energy. Matt explains the “starfish principle” behind great organizational design, showing how cross-functional, self-contained teams stay closer to the guest experience and make better decisions at speed. He also shares how clarity of vision and the right strategic frameworks create autonomy for creative, ambitious teams. 

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

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

]]> In this conversation, our guest experience correspondent, Danica Smith, speaks with Matthew Bell, Managing Director at Mollie's, and former Chief Hotel Operations Officer at citizenM, about what it really takes to scale a hospitality brand without losing its soul and energy. Matt explains the “starfish principle” behind great organizational design, showing how cross-functional, self-contained teams stay closer to the guest experience and make better decisions at speed. He also shares how clarity of vision and the right strategic frameworks create autonomy for creative, ambitious teams. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/matthew-bell-scale/ Josiah Mackenzie Buzzsprout-18260821 Thu, 27 Nov 2025 01:00:00 -0800 629 full false The Operating System Behind High-Performing Hospitality Brands: Critical Thinking, Culture, and Guest-Centric Design - Matthew Bell, Mollie's The Operating System Behind High-Performing Hospitality Brands: Critical Thinking, Culture, and Guest-Centric Design - Matthew Bell, Mollie's Matthew Bell, Managing Director at Mollie's, shares the foundational ideas that shape his approach to building modern hospitality brands in this conversation with our guest experience correspondent, Danica Smith -- from applying critical thinking and experimentation to empowering frontline teams through an inverted-pyramid culture. Drawing on formative experiences and a decade leading operations at citizenM, he explains how assumptions are tested, how failure becomes learning, and why clarity of product and guest-centric design matter most when scaling. Bell also offers a first look at the evolution of Mollie’s as it expands from roadside motels into urban, design-led hotels and diners, revealing the principles he believes will define high-performing hospitality in the years ahead. 

A few more resources:

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

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

]]> Matthew Bell, Managing Director at Mollie's, shares the foundational ideas that shape his approach to building modern hospitality brands in this conversation with our guest experience correspondent, Danica Smith -- from applying critical thinking and experimentation to empowering frontline teams through an inverted-pyramid culture. Drawing on formative experiences and a decade leading operations at citizenM, he explains how assumptions are tested, how failure becomes learning, and why clarity of product and guest-centric design matter most when scaling. Bell also offers a first look at the evolution of Mollie’s as it expands from roadside motels into urban, design-led hotels and diners, revealing the principles he believes will define high-performing hospitality in the years ahead. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/matthew-bell/ Josiah Mackenzie Buzzsprout-18247929 Wed, 26 Nov 2025 01:00:00 -0800 1772 full false What Western Hospitality Gets Wrong About Service (That Japan Gets Right) - Jannes Sörensen What Western Hospitality Gets Wrong About Service (That Japan Gets Right) - Jannes Sörensen In this episode, we're learning from Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, in a conversation hosted by our innovation correspondent Matthias Huettebraeuker. 

A few more resources:

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

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

]]> In this episode, we're learning from Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, in a conversation hosted by our innovation correspondent Matthias Huettebraeuker. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/jannes-soerensen-japan/ Josiah Mackenzie Buzzsprout-18247920 Tue, 25 Nov 2025 01:00:00 -0800 711 full false The Year of the Operator: What 2025 Revealed (And Why Operations Will Drive Us Forward) - Josiah Mackenzie The Year of the Operator: What 2025 Revealed (And Why Operations Will Drive Us Forward) - Josiah Mackenzie In this solo episode, Josiah shares why 2025 became the “Year of the Operator,” drawing on newly released hotel performance data and trends seen across the industry. He breaks down how top operators protected profitability despite softer-than-expected top-line performance and why operational excellence is emerging as the defining advantage heading into 2026. Josiah also explores the broader “virtuous cycle” that great operators create—connecting teams, guests, and financial performance—and invites leaders across hospitality to share the operational strategies and data stories shaping their work today.

A few more resources:

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

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

]]> In this solo episode, Josiah shares why 2025 became the “Year of the Operator,” drawing on newly released hotel performance data and trends seen across the industry. He breaks down how top operators protected profitability despite softer-than-expected top-line performance and why operational excellence is emerging as the defining advantage heading into 2026. Josiah also explores the broader “virtuous cycle” that great operators create—connecting teams, guests, and financial performance—and invites leaders across hospitality to share the operational strategies and data stories shaping their work today.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/2025-year-of-operator/ Josiah Mackenzie Buzzsprout-18247601 Mon, 24 Nov 2025 15:00:00 -0800 497 full false Building the Third Place: How We're Designing Food Halls People Love - Ryan Magnon, Ithaka Hospitality Partners Building the Third Place: How We're Designing Food Halls People Love - Ryan Magnon, Ithaka Hospitality Partners In this episode, Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, shares how his team is reimagining food halls as vibrant “third places” that bring communities together. He explains why chef-driven concepts, flexible gathering spaces, and thoughtful experience design are fueling the rise of modern food halls, and what they reveal about how people want to connect today.

A few more resources:

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

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

]]> In this episode, Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, shares how his team is reimagining food halls as vibrant “third places” that bring communities together. He explains why chef-driven concepts, flexible gathering spaces, and thoughtful experience design are fueling the rise of modern food halls, and what they reveal about how people want to connect today.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/gather-group-food-halls/ Josiah Mackenzie Buzzsprout-18236113 Sat, 22 Nov 2025 01:00:00 -0800 431 full false The Era of the Operator: Why Constant Improvement Defines Great Hospitality Leadership Today - Ryan Magnon, Ithaka Hospitality Partners The Era of the Operator: Why Constant Improvement Defines Great Hospitality Leadership Today - Ryan Magnon, Ithaka Hospitality Partners In this episode, Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, explains why strong operations are defining hospitality performance today. Drawing on experience shaped by quality management at Capella, operational leadership at Chick-fil-A, and his early career as a U.S. Air Force officer, Ryan outlines what great operators do differently: study their business as intentionally as they run it, develop their people with purpose, and commit to constant improvement.

He also breaks down the metrics, dashboards, and “listening posts” that reveal what’s really happening inside an operation — and why understanding the guest journey is essential to staying competitive.

Read the research:

A few more resources:

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

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

]]> In this episode, Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, explains why strong operations are defining hospitality performance today. Drawing on experience shaped by quality management at Capella, operational leadership at Chick-fil-A, and his early career as a U.S. Air Force officer, Ryan outlines what great operators do differently: study their business as intentionally as they run it, develop their people with purpose, and commit to constant improvement.

He also breaks down the metrics, dashboards, and “listening posts” that reveal what’s really happening inside an operation — and why understanding the guest journey is essential to staying competitive.

Read the research:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ryan-magnon-operations/ Josiah Mackenzie Buzzsprout-18221664 Thu, 20 Nov 2025 01:00:00 -0800 590 full false What Hotels Can Learn from Chick-fil-A's Culture of Excellence - Ryan Magnon, Ithaka Hospitality Partners What Hotels Can Learn from Chick-fil-A's Culture of Excellence - Ryan Magnon, Ithaka Hospitality Partners Ryan Magnon, now Chief Operating Officer at Ithaka Hospitality Partners, draws on nearly 14 years at Chick-fil-A to explain what hotels can learn from one of the country’s most consistently high-performing service brands. In this conversation, he breaks down the cultural foundations Chick-fil-A refuses to compromise on, from aligning teams around purpose to maintaining uncompromising standards of excellence. Ryan also shares how intentional performance study, leadership clarity, and high-support/high-expectation environments translate directly into stronger hotel operations. Hospitality leaders will come away with practical ideas for elevating culture, inspiring teams, and driving excellence without burnout.

Also see:

A few more resources:

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

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

]]> Ryan Magnon, now Chief Operating Officer at Ithaka Hospitality Partners, draws on nearly 14 years at Chick-fil-A to explain what hotels can learn from one of the country’s most consistently high-performing service brands. In this conversation, he breaks down the cultural foundations Chick-fil-A refuses to compromise on, from aligning teams around purpose to maintaining uncompromising standards of excellence. Ryan also shares how intentional performance study, leadership clarity, and high-support/high-expectation environments translate directly into stronger hotel operations. Hospitality leaders will come away with practical ideas for elevating culture, inspiring teams, and driving excellence without burnout.

Also see:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ryan-magnon-chick-fil-a/ Josiah Mackenzie Buzzsprout-18216191 Wed, 19 Nov 2025 01:00:00 -0800 520 full false My Air Force Lesson: I Didn’t Have All the Answers, but My Team Did - Ryan Magnon, Ithaka Hospitality Partners My Air Force Lesson: I Didn’t Have All the Answers, but My Team Did - Ryan Magnon, Ithaka Hospitality Partners Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, returns to explore the early experiences that shaped his approach to leadership today. In this episode, he reflects on his formative years as a young Air Force officer and the lesson that defined his career: learning to rely on the expertise of the seasoned leaders who led him. Ryan explains how humility, trust, and listening became the foundation of his leadership style. Hospitality leaders will hear how these principles continue to guide how he builds teams and drives excellence across a modern hotel organization.

A few more resources:

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

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

]]> Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, returns to explore the early experiences that shaped his approach to leadership today. In this episode, he reflects on his formative years as a young Air Force officer and the lesson that defined his career: learning to rely on the expertise of the seasoned leaders who led him. Ryan explains how humility, trust, and listening became the foundation of his leadership style. Hospitality leaders will hear how these principles continue to guide how he builds teams and drives excellence across a modern hotel organization.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ryan-magnon-air-force/ Josiah Mackenzie Buzzsprout-18208083 Tue, 18 Nov 2025 01:00:00 -0800 472 full false How Baseball Taught a Future Hotel COO Time Management and Hospitality - Ryan Magnon, Ithaka Hospitality Partners How Baseball Taught a Future Hotel COO Time Management and Hospitality - Ryan Magnon, Ithaka Hospitality Partners Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, shares how his early experience as a bat boy for the Atlanta Braves shaped his approach to hospitality and time management. He explains how serving players taught him the fundamentals of anticipating needs, managing time with intention, and developing habits of personal excellence long before he entered the hotel business. This episode explores how those lessons still inform his leadership today and why they matter for anyone operating in hospitality. 

A few more resources:

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

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

]]> Ryan Magnon, Chief Operating Officer at Ithaka Hospitality Partners, shares how his early experience as a bat boy for the Atlanta Braves shaped his approach to hospitality and time management. He explains how serving players taught him the fundamentals of anticipating needs, managing time with intention, and developing habits of personal excellence long before he entered the hotel business. This episode explores how those lessons still inform his leadership today and why they matter for anyone operating in hospitality. 

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/ryan-magnon-baseball/ Josiah Mackenzie Buzzsprout-18201514 Mon, 17 Nov 2025 01:00:00 -0800 715 full false The Next Big Wave: AI, Energy, and Human Potential - Chet Pipkin The Next Big Wave: AI, Energy, and Human Potential - Chet Pipkin In this final episode of our series with Chet Pipkin, founder of Belkin and an investor and advisor shaping innovation in education, sustainability, and hospitality, we zoom out to explore the major forces he believes will define the future. Chet reflects on how he recognized the rise of personal computing in the 1980s and shares the “next big waves” he’s watching now, including AI, energy, wellness, and the transformation of education.

We discuss how these shifts could influence how people live, learn, and engage with the world—and what that means for hospitality leaders seeking to create meaningful experiences in a rapidly changing environment. For anyone interested in understanding the broader context shaping guest expectations and opportunities ahead, this conversation offers a valuable perspective.

A few more resources:

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

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

]]> In this final episode of our series with Chet Pipkin, founder of Belkin and an investor and advisor shaping innovation in education, sustainability, and hospitality, we zoom out to explore the major forces he believes will define the future. Chet reflects on how he recognized the rise of personal computing in the 1980s and shares the “next big waves” he’s watching now, including AI, energy, wellness, and the transformation of education.

We discuss how these shifts could influence how people live, learn, and engage with the world—and what that means for hospitality leaders seeking to create meaningful experiences in a rapidly changing environment. For anyone interested in understanding the broader context shaping guest expectations and opportunities ahead, this conversation offers a valuable perspective.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/chet-pipkin-future/ Josiah Mackenzie Buzzsprout-18168811 Sat, 15 Nov 2025 01:00:00 -0800 620 full false Leadership, Culture, and the Biggest Risk Leaders Face – Chet Pipkin, Desolation Hotel Leadership, Culture, and the Biggest Risk Leaders Face – Chet Pipkin, Desolation Hotel Chet Pipkin built Belkin into a billion-dollar global company, and today, he’s applying those same leadership principles in hospitality through Desolation Hotel in Lake Tahoe. In this conversation, he shares how his leadership philosophy has evolved and why empowering people at every level is essential to organizational health. At the end, Chet also reveals what he sees as the biggest risk leaders face as their organizations grow—and how to overcome it.

A few more resources:

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

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

]]> Chet Pipkin built Belkin into a billion-dollar global company, and today, he’s applying those same leadership principles in hospitality through Desolation Hotel in Lake Tahoe. In this conversation, he shares how his leadership philosophy has evolved and why empowering people at every level is essential to organizational health. At the end, Chet also reveals what he sees as the biggest risk leaders face as their organizations grow—and how to overcome it.

A few more resources:

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

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

]]> Josiah Mackenzie Buzzsprout-18168796 Fri, 14 Nov 2025 01:00:00 -0800 883 full false My Formula for "Effortless" Hospitality Tech - Chet Pipkin, Desolation Hotel My Formula for "Effortless" Hospitality Tech - Chet Pipkin, Desolation Hotel Chet Pipkin, founder of Belkin and Desolation Hotel, shares how he’s bringing decades of experience building one of the world’s largest consumer technology companies into the hospitality industry. From EV charging to booking systems and even something as simple as checking out a bike, Chet explains how he designs every touchpoint with technology to feel effortless.

In this episode, he breaks down his philosophy of removing friction, solving real problems, and keeping people—both guests and team members—at the center of the experience.

If you’ve ever struggled to make your technology truly work for you, this episode offers a clear, practical framework for simplifying systems and elevating service.

A few more resources:

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

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

]]> Chet Pipkin, founder of Belkin and Desolation Hotel, shares how he’s bringing decades of experience building one of the world’s largest consumer technology companies into the hospitality industry. From EV charging to booking systems and even something as simple as checking out a bike, Chet explains how he designs every touchpoint with technology to feel effortless.

In this episode, he breaks down his philosophy of removing friction, solving real problems, and keeping people—both guests and team members—at the center of the experience.

If you’ve ever struggled to make your technology truly work for you, this episode offers a clear, practical framework for simplifying systems and elevating service.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/chet-pipkin-technology/ Josiah Mackenzie Buzzsprout-18168780 Thu, 13 Nov 2025 01:00:00 -0800 636 full false Designing a Hotel Full of 'Aha' Moments - Chet Pipkin, Desolation Hotel Designing a Hotel Full of 'Aha' Moments - Chet Pipkin, Desolation Hotel When Chet Pipkin moved from founding Belkin to creating Desolation Hotel, he brought with him a deep curiosity about how people experience the world—and a lifelong habit of solving problems through design.

In this episode, Chet shares how he and his team built Desolation Hotel to create what he calls “aha moments”—those small surprises that make a guest’s stay effortless and memorable. From EV chargers and Dyson hair dryers to stocked kitchenettes and heated floors, every detail is intentional. But what matters most isn’t the amenities themselves—it’s the way Chet thinks about hospitality: removing friction, anticipating needs, and empowering guests to have the experience they want.

If you care about designing thoughtful guest experiences, leading with authenticity, and learning how product thinking can elevate hospitality, this conversation offers powerful insight into what true care looks like in practice.

A few more resources:

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

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

]]> When Chet Pipkin moved from founding Belkin to creating Desolation Hotel, he brought with him a deep curiosity about how people experience the world—and a lifelong habit of solving problems through design.

In this episode, Chet shares how he and his team built Desolation Hotel to create what he calls “aha moments”—those small surprises that make a guest’s stay effortless and memorable. From EV chargers and Dyson hair dryers to stocked kitchenettes and heated floors, every detail is intentional. But what matters most isn’t the amenities themselves—it’s the way Chet thinks about hospitality: removing friction, anticipating needs, and empowering guests to have the experience they want.

If you care about designing thoughtful guest experiences, leading with authenticity, and learning how product thinking can elevate hospitality, this conversation offers powerful insight into what true care looks like in practice.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/desolation-hotel-guest-experience/ Josiah Mackenzie Buzzsprout-18168756 Wed, 12 Nov 2025 01:00:00 -0800 641 full false From Belkin to Building a New Kind of Hospitality Business - Chet Pipkin, Desolation Hotel From Belkin to Building a New Kind of Hospitality Business - Chet Pipkin, Desolation Hotel Chet Pipkin, founder of Belkin and now Desolation Hotel, shares how he’s applying decades of experience in innovation and leadership to reimagine what a hospitality business can be. After growing Belkin into a global technology brand, Chet turned his attention to creating meaningful, sustainable experiences in Lake Tahoe—guided by a one-page business plan rooted in simplicity, clarity, and purpose.

In this conversation, he explains the five principles behind Desolation Hotel, how focusing first on people leads to exceptional guest experiences, and why profitability and positive impact don’t have to be at odds. Listeners will gain insight into how clarity of intent can transform both business performance and community contribution in hospitality today.

Also see:

A few more resources:

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

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

]]> Chet Pipkin, founder of Belkin and now Desolation Hotel, shares how he’s applying decades of experience in innovation and leadership to reimagine what a hospitality business can be. After growing Belkin into a global technology brand, Chet turned his attention to creating meaningful, sustainable experiences in Lake Tahoe—guided by a one-page business plan rooted in simplicity, clarity, and purpose.

In this conversation, he explains the five principles behind Desolation Hotel, how focusing first on people leads to exceptional guest experiences, and why profitability and positive impact don’t have to be at odds. Listeners will gain insight into how clarity of intent can transform both business performance and community contribution in hospitality today.

Also see:

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/chet-pipkin-desolation-hotel/ Josiah Mackenzie Buzzsprout-18168409 Tue, 11 Nov 2025 01:00:00 -0800 976 full false Why I’m Building Hotels as "Immersive Portals" - Chet Pipkin, Desolation Hotel Why I’m Building Hotels as "Immersive Portals" - Chet Pipkin, Desolation Hotel What makes someone who’s reached the highest levels of entrepreneurship and corporate leadership step into the world of hospitality? In this episode, Chet Pipkin—founder of Belkin and now Desolation Hotel—shares the experiences that shaped his vision of hotels as an "immersive portal."

A few more resources:

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

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

]]> What makes someone who’s reached the highest levels of entrepreneurship and corporate leadership step into the world of hospitality? In this episode, Chet Pipkin—founder of Belkin and now Desolation Hotel—shares the experiences that shaped his vision of hotels as an "immersive portal."

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/chet-pipkin-origin/ Josiah Mackenzie Buzzsprout-18157577 Mon, 10 Nov 2025 01:00:00 -0800 605 full false Reconnecting With What Feeds the Soul - Chet Pipkin, Desolation Hotel Reconnecting With What Feeds the Soul - Chet Pipkin, Desolation Hotel Today we’re kicking off a new series with Chet Pipkin, founder of Belkin, who’s now building Desolation Hotel — a hospitality brand rooted in nature, balance, and meaning.

In this episode, we get into why he’s doing this work. You’ll hear how time in nature grounds him, what “feeding the soul” means in a world of constant connection, and how that personal motivation is shaping the hospitality he’s now creating in the Lake Tahoe area.

A few more resources:

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

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

]]> Today we’re kicking off a new series with Chet Pipkin, founder of Belkin, who’s now building Desolation Hotel — a hospitality brand rooted in nature, balance, and meaning.

In this episode, we get into why he’s doing this work. You’ll hear how time in nature grounds him, what “feeding the soul” means in a world of constant connection, and how that personal motivation is shaping the hospitality he’s now creating in the Lake Tahoe area.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/chet-pipkin-soul/ Josiah Mackenzie Buzzsprout-18155892 Sun, 09 Nov 2025 01:00:00 -0800 491 full false It's Your Job to Inspire Yourself If You're a Hospitality Leader - Jannes Sörensen It's Your Job to Inspire Yourself If You're a Hospitality Leader - Jannes Sörensen In this episode, Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, shares reflections on leadership and inspiration with our innovation correspondent Matthias Huettebraeuker. 

Drawing from his experience leading executive teams at the highest levels of hospitality, he reveals why the higher you rise in hospitality, the lonelier it can become, and why true leadership starts with how you lead yourself. 

Jannes explains the importance of cultivating your own sources of inspiration and building teams that don’t depend solely on their leader for motivation. Listeners will come away with a more sustainable approach to leadership -- one that nurtures both individual well-being and organizational strength.

A few more resources:

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

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

]]> In this episode, Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, shares reflections on leadership and inspiration with our innovation correspondent Matthias Huettebraeuker. 

Drawing from his experience leading executive teams at the highest levels of hospitality, he reveals why the higher you rise in hospitality, the lonelier it can become, and why true leadership starts with how you lead yourself. 

Jannes explains the importance of cultivating your own sources of inspiration and building teams that don’t depend solely on their leader for motivation. Listeners will come away with a more sustainable approach to leadership -- one that nurtures both individual well-being and organizational strength.

A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/jannes-soerensen-inspiration/ Josiah Mackenzie Buzzsprout-18145811 Sat, 08 Nov 2025 01:00:00 -0800 402 full false How Hotels Are Protecting Profit in 2025 (Despite a 15% Revenue Miss) - Lindsey Goedeker & Sarah McCay Tams, Actabl [Sponsor Bonus] How Hotels Are Protecting Profit in 2025 (Despite a 15% Revenue Miss) - Lindsey Goedeker & Sarah McCay Tams, Actabl [Sponsor Bonus] In this special bonus episode, we share a recent Actabl webinar where Head of Editorial Sarah McCay Tams and Senior Vice President Lindsey Goedeker unpack the real story behind 2025 hotel performance. 

>> Access the slides with data from this presentation here << 

Drawing on data from thousands of U.S. properties, they reveal how operators protected profit despite a 15% revenue shortfall, and why agile labor management became the story of the year. Lindsey also shares what this means for 2026 planning, from grounding budgets in reality to building more responsive, data-driven operations.

More:


A few more resources:

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

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

]]> In this special bonus episode, we share a recent Actabl webinar where Head of Editorial Sarah McCay Tams and Senior Vice President Lindsey Goedeker unpack the real story behind 2025 hotel performance. 

>> Access the slides with data from this presentation here << 

Drawing on data from thousands of U.S. properties, they reveal how operators protected profit despite a 15% revenue shortfall, and why agile labor management became the story of the year. Lindsey also shares what this means for 2026 planning, from grounding budgets in reality to building more responsive, data-driven operations.

More:


A few more resources:

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

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

]]> https://podcast.hospitalitydaily.com/actabl-2025-speed-stats/ Josiah Mackenzie Buzzsprout-18152407 Fri, 07 Nov 2025 14:00:00 -0800 1374 full false What Actually Creates a Good Stay (and a Good Life) - Jannes Sörensen What Actually Creates a Good Stay (and a Good Life) - Jannes Sörensen In this episode, Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, joins our innovation correspondent Matthias Huettebraeuker to explore how hotels can design experiences that really meet guests' needs. Drawing from his background leading award-winning luxury properties such as The Beaumont in London, Jannes challenges the industry’s habit of thinking “solutions before problems.” He shares how re-centering on fundamental human needs—from rest and attention to connection and understanding—creates more meaningful, memorable stays. 

A few more resources:

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

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

]]> In this episode, Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, joins our innovation correspondent Matthias Huettebraeuker to explore how hotels can design experiences that really meet guests' needs. Drawing from his background leading award-winning luxury properties such as The Beaumont in London, Jannes challenges the industry’s habit of thinking “solutions before problems.” He shares how re-centering on fundamental human needs—from rest and attention to connection and understanding—creates more meaningful, memorable stays. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jannes-soerensen-serving/ Josiah Mackenzie Buzzsprout-18124701 Fri, 07 Nov 2025 01:00:00 -0800 666 full false The End of Comfort as Hospitality's Goal - Jannes Sörensen The End of Comfort as Hospitality's Goal - Jannes Sörensen In this conversation, Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, shares a contrarian view of hospitality in an age of abundance with our innovation correspondent Matthias Huettebraeuker. Drawing on two decades leading some of the world’s finest hotels, Jannes shares why fulfillment for many often comes not from comfort, but from challenge, purpose, and intentional living.

Together, they discuss how luxury hospitality can evolve beyond pampering and abundance to help guests sustain meaningful routines, pursue well-being, and reconnect with what really matters. For hospitality leaders, this episode offers a thought-provoking look at how difficulty may become the next true differentiator in a world where “more” is no longer enough.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this conversation, Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, shares a contrarian view of hospitality in an age of abundance with our innovation correspondent Matthias Huettebraeuker. Drawing on two decades leading some of the world’s finest hotels, Jannes shares why fulfillment for many often comes not from comfort, but from challenge, purpose, and intentional living.

Together, they discuss how luxury hospitality can evolve beyond pampering and abundance to help guests sustain meaningful routines, pursue well-being, and reconnect with what really matters. For hospitality leaders, this episode offers a thought-provoking look at how difficulty may become the next true differentiator in a world where “more” is no longer enough.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jannes-soerensen-luxury/ Josiah Mackenzie Buzzsprout-18124675 Thu, 06 Nov 2025 01:00:00 -0800 770 full false Leading Consistent Excellence in Hospitality - Jannes Sörensen Leading Consistent Excellence in Hospitality - Jannes Sörensen In this episode, Jannes Sörensen—founder of Kepler Hotel Group and the Kepler International Hospitality Academy, and former General Manager of London’s award-winning Beaumont Hotel—joins our innovation correspondent Matthias Huettebraeuker to discuss what it really takes to lead consistent excellence in hospitality.

Building on yesterday’s conversation about service, Jannes explains why structure, systems, and culture—not endless SOPs—are the foundations that allow great hotels to deliver truly remarkable guest experiences. He shares lessons from his time leading The Beaumont on balancing discipline with creativity, developing leadership at every level, and creating a culture where consistent excellence becomes second nature.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jannes Sörensen—founder of Kepler Hotel Group and the Kepler International Hospitality Academy, and former General Manager of London’s award-winning Beaumont Hotel—joins our innovation correspondent Matthias Huettebraeuker to discuss what it really takes to lead consistent excellence in hospitality.

Building on yesterday’s conversation about service, Jannes explains why structure, systems, and culture—not endless SOPs—are the foundations that allow great hotels to deliver truly remarkable guest experiences. He shares lessons from his time leading The Beaumont on balancing discipline with creativity, developing leadership at every level, and creating a culture where consistent excellence becomes second nature.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jannes-soerensen-leading/ Josiah Mackenzie Buzzsprout-18122214 Wed, 05 Nov 2025 01:00:00 -0800 721 full false Why Service Is What Still Sets Great Hotels Apart - Jannes Sörensen Why Service Is What Still Sets Great Hotels Apart - Jannes Sörensen In this episode, we're learning from Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, in a conversation hosted by our innovation correspondent Matthias Huettebraeuker. After years leading some of the world’s best hotels, Jannes shares why differentiation and success in hospitality today comes not from design or amenities, but from the emotional experience we create for guests.

He explains how hospitality education and leadership must evolve to drive competitive advantage in a world where service, empathy, and emotional intelligence matter. You’ll hear why luxury can no longer be defined by the size of a lobby or number of pillows, and how great hotels win by making people feel something.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we're learning from Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, in a conversation hosted by our innovation correspondent Matthias Huettebraeuker. After years leading some of the world’s best hotels, Jannes shares why differentiation and success in hospitality today comes not from design or amenities, but from the emotional experience we create for guests.

He explains how hospitality education and leadership must evolve to drive competitive advantage in a world where service, empathy, and emotional intelligence matter. You’ll hear why luxury can no longer be defined by the size of a lobby or number of pillows, and how great hotels win by making people feel something.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jannes-soerensen-service/ Josiah Mackenzie Buzzsprout-18122213 Tue, 04 Nov 2025 01:00:00 -0800 710 full false Aman to Tourism Western Australia to CEO of Nammos Hotels & Resorts: Carolyn Turnbull on Building a Global Career Across the World of Luxury Hospitality Aman to Tourism Western Australia to CEO of Nammos Hotels & Resorts: Carolyn Turnbull on Building a Global Career Across the World of Luxury Hospitality What does it take to build a global career in travel and hospitality — one that spans brands at the top of our industry?

In this conversation, our career correspondent, and hertelier founder Emily Goldfischer, sits down with Carolyn Turnbull, the CEO of Nammos Hotels & Resorts, whose journey has taken her from Aman to Tourism Western Australia and beyond. Carolyn shares what she’s learned about leadership, trust, and building culture through change — lessons gained from decades working alongside some of hospitality’s most visionary people.

You’ll hear how she’s shaping Nammos’s global expansion, what it means to lead in the fast-growing ultra-luxury segment, and how relationships and focus have guided her every step of the way.

Want more? Read on hertelier: From Country Girl to CEO: Carolyn Turnbull on Why Nammos Is Hospitality’s Next Big Luxury Brand

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> What does it take to build a global career in travel and hospitality — one that spans brands at the top of our industry?

In this conversation, our career correspondent, and hertelier founder Emily Goldfischer, sits down with Carolyn Turnbull, the CEO of Nammos Hotels & Resorts, whose journey has taken her from Aman to Tourism Western Australia and beyond. Carolyn shares what she’s learned about leadership, trust, and building culture through change — lessons gained from decades working alongside some of hospitality’s most visionary people.

You’ll hear how she’s shaping Nammos’s global expansion, what it means to lead in the fast-growing ultra-luxury segment, and how relationships and focus have guided her every step of the way.

Want more? Read on hertelier: From Country Girl to CEO: Carolyn Turnbull on Why Nammos Is Hospitality’s Next Big Luxury Brand

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/carolyn-turnbull/ Josiah Mackenzie Buzzsprout-18113116 Mon, 03 Nov 2025 01:00:00 -0800 1625 full false The Secrets of Modern Luxury Hospitality in London - Eugene Leonard, Hotel Cafe Royal The Secrets of Modern Luxury Hospitality in London - Eugene Leonard, Hotel Cafe Royal In this episode, Eugene Leonard, General Manager of Hotel Café Royal in London, shares with our guest experience correspondent, Danica Smith (founder of MorningStar GX), how a 160-year-old landmark stays relevant to today’s luxury traveler. He explains his “zeitgeist” approach to guest experience, updating classic service touchpoints (yes, even shoe-shine) to match what modern, younger luxury guests actually use. Eugene also explains why arrival is the defining moment at Hotel Café Royal, how he builds a guest-first culture across front and back of house, and what it takes to compete in London’s ultra-competitive five-star market. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eugene Leonard, General Manager of Hotel Café Royal in London, shares with our guest experience correspondent, Danica Smith (founder of MorningStar GX), how a 160-year-old landmark stays relevant to today’s luxury traveler. He explains his “zeitgeist” approach to guest experience, updating classic service touchpoints (yes, even shoe-shine) to match what modern, younger luxury guests actually use. Eugene also explains why arrival is the defining moment at Hotel Café Royal, how he builds a guest-first culture across front and back of house, and what it takes to compete in London’s ultra-competitive five-star market. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eugene-leonard/ Josiah Mackenzie Buzzsprout-18109145 Fri, 31 Oct 2025 01:00:00 -0700 2407 full false 90 to 1: The Hotel Tech Future I’m Excited About - Eugene Leonard, Hotel Cafe Royal 90 to 1: The Hotel Tech Future I’m Excited About - Eugene Leonard, Hotel Cafe Royal In this episode, Eugene Leonard, General Manager of Hotel Café Royal in London, shares with our guest experience correspondent, Danica Smith (founder of MorningStar GX), his perspective on how technology is changing hospitality now in real ways. From managing 90 disconnected systems to creating one unified guest experience, Eugene explains how better integration and AI tools can help hoteliers make faster, better decisions -- without losing the human touch that is the bedrock of great service.

He also explores how personalization starts with listening, and how his team turns small, intentional moments into powerful guest insights. For anyone curious about where hotel tech is headed (and how to keep it authentically human) this conversation offers a grounded, forward-looking view from one of luxury hospitality’s most credible voices.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eugene Leonard, General Manager of Hotel Café Royal in London, shares with our guest experience correspondent, Danica Smith (founder of MorningStar GX), his perspective on how technology is changing hospitality now in real ways. From managing 90 disconnected systems to creating one unified guest experience, Eugene explains how better integration and AI tools can help hoteliers make faster, better decisions -- without losing the human touch that is the bedrock of great service.

He also explores how personalization starts with listening, and how his team turns small, intentional moments into powerful guest insights. For anyone curious about where hotel tech is headed (and how to keep it authentically human) this conversation offers a grounded, forward-looking view from one of luxury hospitality’s most credible voices.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eugene-leonard-tech/ Josiah Mackenzie Buzzsprout-18108944 Thu, 30 Oct 2025 01:00:00 -0700 635 full false Why I Work in Hotel Tech & What I See Now - Josiah Mackenzie & Sloan Dean Why I Work in Hotel Tech & What I See Now - Josiah Mackenzie & Sloan Dean In this episode, you'll hear an excerpt of Josiah Mackenzie's conversation with Sloan Dean on the Not Done podcast, where he talks about the state of hospitality technology from his perspective as head of marketing at Actabl: what’s working, what’s not, and what leaders can do right now to drive change.

They explore why tech adoption in hotels has often lagged, how poor rollouts can backfire, and what it takes to align innovation with the realities of operations and profitability. Josiah shares his personal motivation for working in hotel technology -- empowering the people who power hospitality -- and outlines where he sees opportunity today: in digitization, better processes, and technology that actually saves time and improves profit margins.

Want more? Listen to Josiah's full conversation with Sloan on Not Done here

Learn more about Actabl here, and their Digital Night Audit technology here.

More related episodes:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, you'll hear an excerpt of Josiah Mackenzie's conversation with Sloan Dean on the Not Done podcast, where he talks about the state of hospitality technology from his perspective as head of marketing at Actabl: what’s working, what’s not, and what leaders can do right now to drive change.

They explore why tech adoption in hotels has often lagged, how poor rollouts can backfire, and what it takes to align innovation with the realities of operations and profitability. Josiah shares his personal motivation for working in hotel technology -- empowering the people who power hospitality -- and outlines where he sees opportunity today: in digitization, better processes, and technology that actually saves time and improves profit margins.

Want more? Listen to Josiah's full conversation with Sloan on Not Done here

Learn more about Actabl here, and their Digital Night Audit technology here.

More related episodes:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/josiah-mackenzie-hotel-tech-2025/ Josiah Mackenzie Buzzsprout-18071444 Wed, 29 Oct 2025 06:00:00 -0700 849 full false St Giles Hotel Group's "Hotels with Heart": Housing & Healing through Hospitality - Abigail Tan St Giles Hotel Group's "Hotels with Heart": Housing & Healing through Hospitality - Abigail Tan In this episode, Abigail Tan, CEO of St Giles Hotel Group, joins our correspondent and hertelier founder Emily Goldfisher to share the story behind Hotels with Heart, a program using hospitality to provide housing, training, and new opportunities for people experiencing homelessness. Started during the pandemic, the initiative has grown into a full-fledged Hospitality Academy that equips participants with skills, confidence, and pathways to employment. Abigail’s vision shows how hotels can go beyond business to become platforms for community and compassion.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Abigail Tan, CEO of St Giles Hotel Group, joins our correspondent and hertelier founder Emily Goldfisher to share the story behind Hotels with Heart, a program using hospitality to provide housing, training, and new opportunities for people experiencing homelessness. Started during the pandemic, the initiative has grown into a full-fledged Hospitality Academy that equips participants with skills, confidence, and pathways to employment. Abigail’s vision shows how hotels can go beyond business to become platforms for community and compassion.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hotels-with-heart/ Josiah Mackenzie Buzzsprout-18085975 Tue, 28 Oct 2025 01:00:00 -0700 856 full false St Giles Hotel Group CEO Abigail Tan on Leading Through Culture and Courage St Giles Hotel Group CEO Abigail Tan on Leading Through Culture and Courage In this episode, St Giles Hotel Group CEO Abigail Tan shares how her approach to leadership has evolved from self-discovery to creating a culture people can feel. Speaking with our career correspondent and hertelier founder Emily Goldfisher, Abigail reflects on the values that guide her decisions, the lessons she’s learned as both a CEO and mother, and why authentic leadership and organizational behavior matter more than ever in hospitality.

She discusses how she’s built a loyal team—many with decades of tenure—by leading with empathy, clarity, and purpose, and how redefining risk as “adventure learning” continues to shape her growth. Listeners will take away actionable insights on building strong cultures and leading with humanity in an evolving industry.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, St Giles Hotel Group CEO Abigail Tan shares how her approach to leadership has evolved from self-discovery to creating a culture people can feel. Speaking with our career correspondent and hertelier founder Emily Goldfisher, Abigail reflects on the values that guide her decisions, the lessons she’s learned as both a CEO and mother, and why authentic leadership and organizational behavior matter more than ever in hospitality.

She discusses how she’s built a loyal team—many with decades of tenure—by leading with empathy, clarity, and purpose, and how redefining risk as “adventure learning” continues to shape her growth. Listeners will take away actionable insights on building strong cultures and leading with humanity in an evolving industry.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/abigail-tan/ Josiah Mackenzie Buzzsprout-18079140 Mon, 27 Oct 2025 01:00:00 -0700 837 full false Why Hospitality Matters to Community Recovery - Gregory Day, Malibu Beach Inn Why Hospitality Matters to Community Recovery - Gregory Day, Malibu Beach Inn In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how hospitality can play a powerful role in rebuilding a community after crisis.

Following two devastating wildfires and months of road closures that cut local business revenue by up to 90%, Gregory has become a leading advocate for why hospitality matters — not only for travelers, but for the people and small businesses who depend on it. He discusses Malibu’s path to recovery, the importance of local collaboration, and how hotels can help re-energize entire communities through connection, care, and leadership.

This episode offers a hopeful look at how hospitality leaders can help communities recover — and thrive — in the face of disruption.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how hospitality can play a powerful role in rebuilding a community after crisis.

Following two devastating wildfires and months of road closures that cut local business revenue by up to 90%, Gregory has become a leading advocate for why hospitality matters — not only for travelers, but for the people and small businesses who depend on it. He discusses Malibu’s path to recovery, the importance of local collaboration, and how hotels can help re-energize entire communities through connection, care, and leadership.

This episode offers a hopeful look at how hospitality leaders can help communities recover — and thrive — in the face of disruption.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/malibu-recovery/ Josiah Mackenzie Buzzsprout-18071371 Sun, 26 Oct 2025 01:00:00 -0700 627 full false Leading Through a Firestorm - Gregory Day, Malibu Beach Inn Leading Through a Firestorm - Gregory Day, Malibu Beach Inn In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares what it was like to lead his team and guests through two devastating wildfires that struck Malibu just 30 days apart.

Gregory recounts how preparation, calm leadership, and a deeply rooted service culture guided every decision, from midnight evacuations to supporting displaced residents and first responders. He explains how an “inverted org chart” approach empowered his team to act quickly under pressure and why culture and readiness are the true foundations of resilience.

This conversation offers a firsthand look at crisis leadership in hospitality and what it takes to stay grounded, decisive, and human when everything around you is in chaos.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares what it was like to lead his team and guests through two devastating wildfires that struck Malibu just 30 days apart.

Gregory recounts how preparation, calm leadership, and a deeply rooted service culture guided every decision, from midnight evacuations to supporting displaced residents and first responders. He explains how an “inverted org chart” approach empowered his team to act quickly under pressure and why culture and readiness are the true foundations of resilience.

This conversation offers a firsthand look at crisis leadership in hospitality and what it takes to stay grounded, decisive, and human when everything around you is in chaos.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/malibu-fires/ Buzzsprout-18068436 Sat, 25 Oct 2025 01:00:00 -0700 794 full false How Attentive Listening & Autonomy Are the Secrets to Our Five-Star Service - Gregory Day, Malibu Beach Inn How Attentive Listening & Autonomy Are the Secrets to Our Five-Star Service - Gregory Day, Malibu Beach Inn In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how listening attentively to guests and empowering staff to act with autonomy define his approach to five-star hospitality. Building on yesterday’s discussion about the Malibu Beach Inn’s turnaround, Gregory explains how a culture of trust and responsiveness enables his team to deliver deeply personal guest experiences. You’ll also hear a story from Josiah’s own stay that illustrates how this philosophy comes to life in practice.

For hospitality professionals aiming to elevate service and strengthen guest relationships, this episode offers a practical look at what world-class hospitality really looks like today.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how listening attentively to guests and empowering staff to act with autonomy define his approach to five-star hospitality. Building on yesterday’s discussion about the Malibu Beach Inn’s turnaround, Gregory explains how a culture of trust and responsiveness enables his team to deliver deeply personal guest experiences. You’ll also hear a story from Josiah’s own stay that illustrates how this philosophy comes to life in practice.

For hospitality professionals aiming to elevate service and strengthen guest relationships, this episode offers a practical look at what world-class hospitality really looks like today.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/malibu-beach-inn-service/ Josiah Mackenzie Buzzsprout-18067064 Fri, 24 Oct 2025 01:00:00 -0700 497 full false Inside the Malibu Beach Inn Turnaround: The Two-Year Journey to the Top of Luxury Hospitality - Gregory Day Inside the Malibu Beach Inn Turnaround: The Two-Year Journey to the Top of Luxury Hospitality - Gregory Day In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how he led a complete turnaround of this stunning oceanfront property in just two years -- a journey that took it to the top of luxury hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how he led a complete turnaround of this stunning oceanfront property in just two years -- a journey that took it to the top of luxury hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/malibu-beach-inn-turnaround/ Josiah Mackenzie Buzzsprout-18060781 Thu, 23 Oct 2025 01:00:00 -0700 623 full false Rethinking Formality & The Evolving Expressions of Luxury Hospitality - Gregory Day Rethinking Formality & The Evolving Expressions of Luxury Hospitality - Gregory Day In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, reflects on how formality and luxury have evolved across different hospitality environments.

Gregory shares formative lessons from his early career, from discovering true luxury at Pebble Beach Resorts to being mentored by industry leaders and later managing at Fairmont, where excellence took on a different meaning.

He discusses how definitions of formality and guest expectations vary by culture and region, and how today’s leaders can balance tradition with authenticity to create memorable guest experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, reflects on how formality and luxury have evolved across different hospitality environments.

Gregory shares formative lessons from his early career, from discovering true luxury at Pebble Beach Resorts to being mentored by industry leaders and later managing at Fairmont, where excellence took on a different meaning.

He discusses how definitions of formality and guest expectations vary by culture and region, and how today’s leaders can balance tradition with authenticity to create memorable guest experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/gregory-day/ Josiah Mackenzie Buzzsprout-18053892 Wed, 22 Oct 2025 01:00:00 -0700 1030 full false How Hotel Design Shapes The Guest Experience - Pernille Lind How Hotel Design Shapes The Guest Experience - Pernille Lind In this episode, our innovation correspondent Matthias Hüttebräuker explores the power of hotel design with LIND + ALMOND's Pernille Lind, the award-winning designer behind Hotel Sanders in Copenhagen and The Newman in London. Together, they examine how thoughtful design influences how guests feel, move, and connect.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, our innovation correspondent Matthias Hüttebräuker explores the power of hotel design with LIND + ALMOND's Pernille Lind, the award-winning designer behind Hotel Sanders in Copenhagen and The Newman in London. Together, they examine how thoughtful design influences how guests feel, move, and connect.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/pernille-lind/ Josiah Mackenzie Buzzsprout-18005848 Tue, 21 Oct 2025 01:00:00 -0700 2774 full false What Gives Me Hope in Hospitality Now - Chris Green, Humanitarian Hotels What Gives Me Hope in Hospitality Now - Chris Green, Humanitarian Hotels Chris Green, President of Humanitarian Hotels, shares what gives him hope in hospitality today. As the industry faces rising costs and flat forecasts, he explains how leaders can rebuild optimism through care, connection, and investing in their people. 

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Chris Green, President of Humanitarian Hotels, shares what gives him hope in hospitality today. As the industry faces rising costs and flat forecasts, he explains how leaders can rebuild optimism through care, connection, and investing in their people. 

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/chris-green-hope/ Josiah Mackenzie Buzzsprout-18039847 Mon, 20 Oct 2025 01:00:00 -0700 485 full false Hospitality as an Engine for Generosity: How Humanitarian Hotels Operates with Excellence & Gives Away 100% of Profits - Chris Green Hospitality as an Engine for Generosity: How Humanitarian Hotels Operates with Excellence & Gives Away 100% of Profits - Chris Green In this episode, Chris Green, President of Humanitarian Hotels, shares how his organization gives away 100% of its profits to charity -- while operating with world-class excellence. He explains how hospitality can become an engine for generosity, where every associate, guest, and community benefits -- and challenges us to rethink what it means to pursue what's good.

Links to learn more:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Chris Green, President of Humanitarian Hotels, shares how his organization gives away 100% of its profits to charity -- while operating with world-class excellence. He explains how hospitality can become an engine for generosity, where every associate, guest, and community benefits -- and challenges us to rethink what it means to pursue what's good.

Links to learn more:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/humanitarian-hotels/ Josiah Mackenzie Buzzsprout-18036368 Sun, 19 Oct 2025 16:00:00 -0700 1633 full false Inside Universal Music's Big Bet on Hospitality - Oscar Serrano, UMusic Hospitality Inside Universal Music's Big Bet on Hospitality - Oscar Serrano, UMusic Hospitality In this episode, Oscar Serrano shares how UMusic Hotels, a joint venture between Universal Music Group and UMusic Hospitality & Lifestyle, is reimagining hospitality at the intersection of music, entertainment, and culture. He explains how the concept evolved from the idea of connecting music superfans with real-world experiences to opening the first property in Madrid, complete with live performances, retail collaborations, and cultural programming.

Also see from Oscar: How Operational Insight Fuels Commercial Success in Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Oscar Serrano shares how UMusic Hotels, a joint venture between Universal Music Group and UMusic Hospitality & Lifestyle, is reimagining hospitality at the intersection of music, entertainment, and culture. He explains how the concept evolved from the idea of connecting music superfans with real-world experiences to opening the first property in Madrid, complete with live performances, retail collaborations, and cultural programming.

Also see from Oscar: How Operational Insight Fuels Commercial Success in Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/umusic/ Josiah Mackenzie Buzzsprout-18025984 Fri, 17 Oct 2025 01:00:00 -0700 1400 full false How Operational Insight Fuels Commercial Success in Hospitality - Oscar Serrano, UMusic Hospitality How Operational Insight Fuels Commercial Success in Hospitality - Oscar Serrano, UMusic Hospitality In this conversation, Oscar Serrano shares how his deep operational experience has shaped the way he leads commercial strategy today. From growing up in Majorca—where tourism is part of daily life—to leading global hospitality brands, Oscar explains why understanding every aspect of operations is essential to delivering both exceptional guest experiences and strong business results.

You’ll hear how this operational mindset influences sales, marketing, and brand development at UMusic Hospitality, and why the most successful commercial leaders never lose sight of the guest journey.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this conversation, Oscar Serrano shares how his deep operational experience has shaped the way he leads commercial strategy today. From growing up in Majorca—where tourism is part of daily life—to leading global hospitality brands, Oscar explains why understanding every aspect of operations is essential to delivering both exceptional guest experiences and strong business results.

You’ll hear how this operational mindset influences sales, marketing, and brand development at UMusic Hospitality, and why the most successful commercial leaders never lose sight of the guest journey.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/oscar-serrano/ Josiah Mackenzie Buzzsprout-18018692 Thu, 16 Oct 2025 01:00:00 -0700 975 full false Don’t Cut PR: How Communications Drive Hospitality Recovery in Tough Times - Victoria Feldman de Falco Don’t Cut PR: How Communications Drive Hospitality Recovery in Tough Times - Victoria Feldman de Falco In this conversation hosted by Nancy Mendelson, hospitality marketing veteran Victoria Feldman de Falco, principal and co-founder of Redpoint, shares how consistent communication — even in challenging times — can drive long-term success for hospitality businesses.

With more than four decades of experience shaping stories for hotels, destinations, and cruise lines, Vickie has been recognized as one of HSMAI’s Top 25 Extraordinary Minds and received the organization’s Winthrop W. Grice Award for Lifetime Achievement. Drawing from crises like 9/11, the Great Recession, and the pandemic, she explains why cutting PR is a costly mistake — and how steady, credible storytelling protects brand visibility, strengthens relationships, and positions businesses to rebound faster.

Vickie and Nancy also discuss how to recalibrate communications strategies when budgets are tight, the rising importance of earned media in AI-driven search, and why relationships — not transactions — remain the foundation of effective hospitality marketing.

For anyone making tough budget decisions or leading through uncertainty, this episode offers clear perspective and actionable lessons on how to keep your brand visible, trusted, and ready for recovery.

Also see: Marketing × Operations: Teamwork for Topline Growth in Hospitality

Read the article on hertelier: Hospitality PR in an AI World: Victoria Feldman de Falco on Ideas, Credibility, and Risk-Taking

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this conversation hosted by Nancy Mendelson, hospitality marketing veteran Victoria Feldman de Falco, principal and co-founder of Redpoint, shares how consistent communication — even in challenging times — can drive long-term success for hospitality businesses.

With more than four decades of experience shaping stories for hotels, destinations, and cruise lines, Vickie has been recognized as one of HSMAI’s Top 25 Extraordinary Minds and received the organization’s Winthrop W. Grice Award for Lifetime Achievement. Drawing from crises like 9/11, the Great Recession, and the pandemic, she explains why cutting PR is a costly mistake — and how steady, credible storytelling protects brand visibility, strengthens relationships, and positions businesses to rebound faster.

Vickie and Nancy also discuss how to recalibrate communications strategies when budgets are tight, the rising importance of earned media in AI-driven search, and why relationships — not transactions — remain the foundation of effective hospitality marketing.

For anyone making tough budget decisions or leading through uncertainty, this episode offers clear perspective and actionable lessons on how to keep your brand visible, trusted, and ready for recovery.

Also see: Marketing × Operations: Teamwork for Topline Growth in Hospitality

Read the article on hertelier: Hospitality PR in an AI World: Victoria Feldman de Falco on Ideas, Credibility, and Risk-Taking

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/victoria-feldman-de-falco-pr/ Josiah Mackenzie Buzzsprout-18006719 Wed, 15 Oct 2025 01:00:00 -0700 950 full false Marketing × Operations: Teamwork for Topline Growth in Hospitality - Victoria Feldman de Falco Marketing × Operations: Teamwork for Topline Growth in Hospitality - Victoria Feldman de Falco In this conversation hosted by Nancy Mendelson, hospitality marketing veteran Victoria Feldman de Falco, principal and co-founder of Redpoint, shares how marketing, PR, and operations teams can work together to drive topline growth in hospitality. Drawing from more than four decades of experience leading bold, award-winning campaigns, Vickie explains why communications shouldn’t operate in silos — and how general managers play a crucial role in aligning strategy across the business.

You’ll hear stories that bring this to life, from creative campaigns like Cyber Monday for Hotels and Baggage Buyback to the operational realities that make or break great ideas. The conversation highlights how risk tolerance, collaboration, and clear communication can turn marketing initiatives into lasting brand value — and why PR deserves protection, not cuts, when budgets tighten.

If you’re focused on performance and looking for ways to strengthen collaboration across your hospitality teams, this episode delivers both perspective and practical examples you can put to work right now.

Read the article on hertelier: Hospitality PR in an AI World: Victoria Feldman de Falco on Ideas, Credibility, and Risk-Taking

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this conversation hosted by Nancy Mendelson, hospitality marketing veteran Victoria Feldman de Falco, principal and co-founder of Redpoint, shares how marketing, PR, and operations teams can work together to drive topline growth in hospitality. Drawing from more than four decades of experience leading bold, award-winning campaigns, Vickie explains why communications shouldn’t operate in silos — and how general managers play a crucial role in aligning strategy across the business.

You’ll hear stories that bring this to life, from creative campaigns like Cyber Monday for Hotels and Baggage Buyback to the operational realities that make or break great ideas. The conversation highlights how risk tolerance, collaboration, and clear communication can turn marketing initiatives into lasting brand value — and why PR deserves protection, not cuts, when budgets tighten.

If you’re focused on performance and looking for ways to strengthen collaboration across your hospitality teams, this episode delivers both perspective and practical examples you can put to work right now.

Read the article on hertelier: Hospitality PR in an AI World: Victoria Feldman de Falco on Ideas, Credibility, and Risk-Taking

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/victoria-feldman-de-falco/ Josiah Mackenzie Buzzsprout-18005199 Tue, 14 Oct 2025 01:00:00 -0700 1884 full false Unlocking the Big Wins in Hotel Profitability Today - Steven Moore, Actabl Unlocking the Big Wins in Hotel Profitability Today - Steven Moore, Actabl In this episode, Steven Moore, CEO of Actabl, shares insights from his recent presentation at The Lodging Conference on how hotel owners and operators are finding wins in a challenging market. He explains how owners and operators are protecting profitability by focusing on the two biggest drivers of performance today: labor and culture.

Steven discusses why labor represents the most powerful lever in hotel profitability, sharing data-backed examples of both success and failure, and explores how building a culture of transparency, accountability, and empowerment can drive both engagement and financial results.

Download Actabl's presentations and more in this "digital swag bag"

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steven Moore, CEO of Actabl, shares insights from his recent presentation at The Lodging Conference on how hotel owners and operators are finding wins in a challenging market. He explains how owners and operators are protecting profitability by focusing on the two biggest drivers of performance today: labor and culture.

Steven discusses why labor represents the most powerful lever in hotel profitability, sharing data-backed examples of both success and failure, and explores how building a culture of transparency, accountability, and empowerment can drive both engagement and financial results.

Download Actabl's presentations and more in this "digital swag bag"

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steven-moore-unlocking-profitability/ Josiah Mackenzie Buzzsprout-17998150 Mon, 13 Oct 2025 01:00:00 -0700 1030 full false Reflections from The Lodging Conference: How Hospitality Leaders Connect, Communicate, and Collaborate - Steven Moore, Actabl Reflections from The Lodging Conference: How Hospitality Leaders Connect, Communicate, and Collaborate - Steven Moore, Actabl In this episode, Josiah Mackenzie talks with Steven Moore, CEO of Actabl, about what makes The Lodging Conference such a special event for hospitality leaders. Together they explore the conversations, connections, and collaborations that define the conference -- and what those dynamics reveal about how the hotel industry really works. Listeners will take away insights on building stronger relationships, communicating effectively, and creating events and environments that benefit everyone in hospitality.

Download Actabl's presentations and more in this "digital swag bag"

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie talks with Steven Moore, CEO of Actabl, about what makes The Lodging Conference such a special event for hospitality leaders. Together they explore the conversations, connections, and collaborations that define the conference -- and what those dynamics reveal about how the hotel industry really works. Listeners will take away insights on building stronger relationships, communicating effectively, and creating events and environments that benefit everyone in hospitality.

Download Actabl's presentations and more in this "digital swag bag"

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/lodging-conference-2025/ Josiah Mackenzie Buzzsprout-17998100 Sun, 12 Oct 2025 12:00:00 -0700 659 full false Deep Dive: AI in Hospitality Now (Destination AI 2025 Recap with Drew Potter & Josiah Mackenzie) Deep Dive: AI in Hospitality Now (Destination AI 2025 Recap with Drew Potter & Josiah Mackenzie) What’s really happening with AI in hospitality right now?
In this episode, Josiah Mackenzie explores this with Drew Potter of Actabl, who brings a rare mix of hotel operations experience, hands-on AI experimentation, and a technology-provider perspective. Fresh from the Destination AI Summit in Washington, DC, Drew shares what’s changed over the past year, what’s actually working inside hotels today, and where guest expectations are heading next.

From analyzing guest feedback with AI to preparing for LLM-driven discovery, this episode offers a grounded look at how technology is reshaping hospitality right now.

Read Drew's article: Destination AI Summit 2025: A Turning Point for Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> What’s really happening with AI in hospitality right now?
In this episode, Josiah Mackenzie explores this with Drew Potter of Actabl, who brings a rare mix of hotel operations experience, hands-on AI experimentation, and a technology-provider perspective. Fresh from the Destination AI Summit in Washington, DC, Drew shares what’s changed over the past year, what’s actually working inside hotels today, and where guest expectations are heading next.

From analyzing guest feedback with AI to preparing for LLM-driven discovery, this episode offers a grounded look at how technology is reshaping hospitality right now.

Read Drew's article: Destination AI Summit 2025: A Turning Point for Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/destination-ai-2025/ Josiah Mackenzie Buzzsprout-17981388 Sat, 11 Oct 2025 10:00:00 -0700 2318 full false AI & the Associate Experience in Hospitality - Andrew Arthurs AI & the Associate Experience in Hospitality - Andrew Arthurs In this episode, Andrew Arthurs, President and Chief Operating Officer at Actabl, and former CIO for some of the world’s largest hotel management companies, shares how AI and smart data use are elevating the associate experience in hospitality. He explains why digitizing manual workflows isn’t just about efficiency but about empowering teams and improving operations. You’ll hear his perspective on where to start, how to approach data strategy, and why the best tech initiatives begin with understanding the work people do every day in the world of hospitality.

Also see: Why Great Hospitality Leaders Always Return to the Front Desk

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Andrew Arthurs, President and Chief Operating Officer at Actabl, and former CIO for some of the world’s largest hotel management companies, shares how AI and smart data use are elevating the associate experience in hospitality. He explains why digitizing manual workflows isn’t just about efficiency but about empowering teams and improving operations. You’ll hear his perspective on where to start, how to approach data strategy, and why the best tech initiatives begin with understanding the work people do every day in the world of hospitality.

Also see: Why Great Hospitality Leaders Always Return to the Front Desk

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/andrew-arthurs-ai-associates/ Josiah Mackenzie Buzzsprout-17981359 Thu, 09 Oct 2025 01:00:00 -0700 545 full false Accelerate Your Hospitality Career by Creating Value Through Problem Solving - Andrew Arthurs Accelerate Your Hospitality Career by Creating Value Through Problem Solving - Andrew Arthurs In this episode, Andrew Arthurs, President and Chief Operating Officer at Actabl, shares how hospitality professionals can accelerate their careers by creating value through problem-solving. Drawing on his experience as a former Chief Information Officer for major hotel management companies, Andrew explains why the most successful leaders start by asking the right questions, focusing on the real problems to solve rather than the technology itself. He also reveals a simple framing question that helps you identify opportunities to drive value in your role, scale solutions across properties, and unlock career growth in the process.

Also see: Building Trust & The Network Effect in Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Andrew Arthurs, President and Chief Operating Officer at Actabl, shares how hospitality professionals can accelerate their careers by creating value through problem-solving. Drawing on his experience as a former Chief Information Officer for major hotel management companies, Andrew explains why the most successful leaders start by asking the right questions, focusing on the real problems to solve rather than the technology itself. He also reveals a simple framing question that helps you identify opportunities to drive value in your role, scale solutions across properties, and unlock career growth in the process.

Also see: Building Trust & The Network Effect in Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/andrew-arthurs-value/ Josiah Mackenzie Buzzsprout-17975661 Wed, 08 Oct 2025 07:00:00 -0700 919 full false Managing Labor Costs Through Cross-Functional Collaboration - Andrew Arthurs Managing Labor Costs Through Cross-Functional Collaboration - Andrew Arthurs In this episode, Andrew Arthurs, President and COO of Actabl, joins us to discuss one of hospitality’s biggest challenges: managing labor costs. Drawing on his experience leading at the largest hotel management companies and his recent articles in Hotel Management, Andrew shares how top hotel operators are enhancing labor efficiency through cross-functional collaboration and data-driven decision-making.

Read Andrew's articles:

  1. Hotel's talent crisis is getting worse: How empathy can help
  2. Labor costs, talent retention & the profitability equation now

Learn more about Hotel Effectiveness by Actabl

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Andrew Arthurs, President and COO of Actabl, joins us to discuss one of hospitality’s biggest challenges: managing labor costs. Drawing on his experience leading at the largest hotel management companies and his recent articles in Hotel Management, Andrew shares how top hotel operators are enhancing labor efficiency through cross-functional collaboration and data-driven decision-making.

Read Andrew's articles:

  1. Hotel's talent crisis is getting worse: How empathy can help
  2. Labor costs, talent retention & the profitability equation now

Learn more about Hotel Effectiveness by Actabl

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/andrew-arthurs-labor/ Josiah Mackenzie Buzzsprout-17975624 Tue, 07 Oct 2025 01:00:00 -0700 393 full false What Smart Hotel Owners Are Focusing on Now - Andrew Arthurs What Smart Hotel Owners Are Focusing on Now - Andrew Arthurs This week, Josiah Mackenzie and Andrew Arthurs are in Phoenix for The Lodging Conference, talking about what’s top of mind for hotel owners and investors today. Andrew, who is President and COO of Actabl, shares how the smartest owners are thinking about people, partnerships, and technology to protect and grow asset value.

Also see: Building Trust & The Network Effect in Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This week, Josiah Mackenzie and Andrew Arthurs are in Phoenix for The Lodging Conference, talking about what’s top of mind for hotel owners and investors today. Andrew, who is President and COO of Actabl, shares how the smartest owners are thinking about people, partnerships, and technology to protect and grow asset value.

Also see: Building Trust & The Network Effect in Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/andrew-arthurs-owners/ Josiah Mackenzie Buzzsprout-17961899 Mon, 06 Oct 2025 01:00:00 -0700 499 full false Building Trust & The Network Effect in Hospitality - Andrew Arthurs Building Trust & The Network Effect in Hospitality - Andrew Arthurs Andrew Arthurs was previously CIO for some of the world’s largest hotel management companies and is now President and Chief Operating Officer of Actabl, embodying what it looks like to live and lead with hospitality.

In this episode, Andrew teaches us about the network effect in hospitality: how trust and relationships built over time shape careers, companies, and leadership.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Andrew Arthurs was previously CIO for some of the world’s largest hotel management companies and is now President and Chief Operating Officer of Actabl, embodying what it looks like to live and lead with hospitality.

In this episode, Andrew teaches us about the network effect in hospitality: how trust and relationships built over time shape careers, companies, and leadership.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/andrew-arthurs-network/ Josiah Mackenzie Buzzsprout-17958837 Sun, 05 Oct 2025 14:00:00 -0700 737 full false What I Learned About "Speaking Owner" as a Hotel GM - Shanell Marinuzzi What I Learned About "Speaking Owner" as a Hotel GM - Shanell Marinuzzi Before her role today at Actabl, Shanell Marinuzzi learned the importance of "speaking owner" as a hotel general manager, connecting her work building culture and driving performance in a way that resonates with investors. In this episode, she shares how knowing the numbers, aligning team goals, and translating results into owner-friendly language helped her drive buy-in and deliver results.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Before her role today at Actabl, Shanell Marinuzzi learned the importance of "speaking owner" as a hotel general manager, connecting her work building culture and driving performance in a way that resonates with investors. In this episode, she shares how knowing the numbers, aligning team goals, and translating results into owner-friendly language helped her drive buy-in and deliver results.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/shanell-marinuzzi-owner/ Josiah Mackenzie Buzzsprout-17953480 Sat, 04 Oct 2025 01:00:00 -0700 637 full false The Secret to Unlocking Performance: Your Technology Partner's Customer Success Team - Megan Yagoda Kaplan, Actabl [Sponsor Bonus] The Secret to Unlocking Performance: Your Technology Partner's Customer Success Team - Megan Yagoda Kaplan, Actabl [Sponsor Bonus] In this special bonus episode, Megan Yagoda Kaplan, Senior Vice President of Customer Experience at Actabl, explains how hotel leaders can unlock performance from technology by partnering with customer success teams. With a background in consulting and a team of former hoteliers, Megan shares how Actabl helps operators align tech adoption with strategic goals and measurable outcomes. This episode shows why customer success is the key to driving real results in hospitality today.

Links:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this special bonus episode, Megan Yagoda Kaplan, Senior Vice President of Customer Experience at Actabl, explains how hotel leaders can unlock performance from technology by partnering with customer success teams. With a background in consulting and a team of former hoteliers, Megan shares how Actabl helps operators align tech adoption with strategic goals and measurable outcomes. This episode shows why customer success is the key to driving real results in hospitality today.

Links:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/megan-yagoda-kaplan/ Josiah Mackenzie Buzzsprout-17952557 Fri, 03 Oct 2025 15:00:00 -0700 1501 full false How Tech Gave Me Time Back and Made Me a Better Hospitality Leader - Shanell Marinuzzi How Tech Gave Me Time Back and Made Me a Better Hospitality Leader - Shanell Marinuzzi Before her role today at Actabl, Shanell Marinuzzi built a reputation as a hotel fixer, turning around underperforming properties. In this episode, she shares how relying on pen, paper, and spreadsheets became a limiting factor for her -- and how technology gave her time back to focus on guests and her teams. She also explains why adoption is the real key to results, and what leaders can do to make new tools stick.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Before her role today at Actabl, Shanell Marinuzzi built a reputation as a hotel fixer, turning around underperforming properties. In this episode, she shares how relying on pen, paper, and spreadsheets became a limiting factor for her -- and how technology gave her time back to focus on guests and her teams. She also explains why adoption is the real key to results, and what leaders can do to make new tools stick.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/shanell-marinuzzi-tech/ Josiah Mackenzie Buzzsprout-17946437 Fri, 03 Oct 2025 01:00:00 -0700 970 full false The Hotel Fixer: Turning Around Performance Through Leadership and Culture - Shanell Marinuzzi The Hotel Fixer: Turning Around Performance Through Leadership and Culture - Shanell Marinuzzi Shanell Marinuzzi has been called in again and again to turn around underperforming hotels. In today’s episode, she shares how she did it: building culture, lifting morale, and driving performance without big budgets.

Also see: This Is Where Hotel Teams Win or Lose Today - Shanell Marinuzzi

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Shanell Marinuzzi has been called in again and again to turn around underperforming hotels. In today’s episode, she shares how she did it: building culture, lifting morale, and driving performance without big budgets.

Also see: This Is Where Hotel Teams Win or Lose Today - Shanell Marinuzzi

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/the-hotel-fixer/ Josiah Mackenzie Buzzsprout-17941052 Thu, 02 Oct 2025 01:00:00 -0700 908 full false This Is Where Hotel Teams Win or Lose Today - Shanell Marinuzzi This Is Where Hotel Teams Win or Lose Today - Shanell Marinuzzi In this episode, we hear from Shanell Marinuzzi -- a hospitality leader known for turning around hotel performance and building strong teams -- who now helps hotel companies through her work at Actabl.

She begins by recapping insights from a recent Hotel Investment Today webinar on labor strategies, and then shares why she believes it’s moments like these that make or break hotel teams. You’ll hear practical ways she led through tough times, empowered staff, and built a winning culture.

Also see: From Cost to Catalyst: Rethinking Hotel Labor Strategies for 2026 and Beyond

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we hear from Shanell Marinuzzi -- a hospitality leader known for turning around hotel performance and building strong teams -- who now helps hotel companies through her work at Actabl.

She begins by recapping insights from a recent Hotel Investment Today webinar on labor strategies, and then shares why she believes it’s moments like these that make or break hotel teams. You’ll hear practical ways she led through tough times, empowered staff, and built a winning culture.

Also see: From Cost to Catalyst: Rethinking Hotel Labor Strategies for 2026 and Beyond

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/shanell-marinuzzi-win/ Josiah Mackenzie Buzzsprout-17940936 Wed, 01 Oct 2025 13:00:00 -0700 706 full false How To Prepare For A Podcast (As a Guest) - Josiah Mackenzie How To Prepare For A Podcast (As a Guest) - Josiah Mackenzie Podcasts are a powerful way for hospitality leaders to share stories and ideas, but being a great guest takes preparation. In this solo episode, Josiah Mackenzie shares lessons from 1,000+ interviews on how to prepare, communicate with confidence, and create value for listeners.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Podcasts are a powerful way for hospitality leaders to share stories and ideas, but being a great guest takes preparation. In this solo episode, Josiah Mackenzie shares lessons from 1,000+ interviews on how to prepare, communicate with confidence, and create value for listeners.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/prepare-for-podcast/ Josiah Mackenzie Buzzsprout-17929143 Wed, 01 Oct 2025 01:00:00 -0700 690 full false How "The Place of Wonders" Connects Guests with Florence’s Hidden Artisans - Claudio Meli, THE PLACE Firenze How "The Place of Wonders" Connects Guests with Florence’s Hidden Artisans - Claudio Meli, THE PLACE Firenze Claudio Meli, Virtuoso’s Hotelier of the Year and General Manager of THE PLACE Firenze, shares how he redefines luxury by connecting guests to the city’s artisans and cultural heritage. In this conversation, he explains the creation of The Place of Wonders, a foundation that supports Florence’s craftspeople while offering travelers rare access to workshops normally closed to the public. 

Meli also discusses the broader impact on community, sustainability, and overtourism, showing how longer, more engaged stays benefit both guests and locals. Hospitality leaders will find lessons here in creating unique, purpose-driven experiences that cannot be replicated anywhere else.

You may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Claudio Meli, Virtuoso’s Hotelier of the Year and General Manager of THE PLACE Firenze, shares how he redefines luxury by connecting guests to the city’s artisans and cultural heritage. In this conversation, he explains the creation of The Place of Wonders, a foundation that supports Florence’s craftspeople while offering travelers rare access to workshops normally closed to the public. 

Meli also discusses the broader impact on community, sustainability, and overtourism, showing how longer, more engaged stays benefit both guests and locals. Hospitality leaders will find lessons here in creating unique, purpose-driven experiences that cannot be replicated anywhere else.

You may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/claudio-meli-place/ Josiah Mackenzie Buzzsprout-17928233 Tue, 30 Sep 2025 01:00:00 -0700 913 full false No Check-Ins: Redefining Luxury with "Sartorial Hospitality" - Claudio Meli, THE PLACE Firenze No Check-Ins: Redefining Luxury with "Sartorial Hospitality" - Claudio Meli, THE PLACE Firenze In this episode, Virtuoso’s Hotelier of the Year for 2025, Claudio Meli, General Manager of The Place Firenze, shares why true luxury begins at arrival, how "sartorial hospitality" creates unforgettable experiences, and what hospitality leaders everywhere can learn from rethinking the guest journey from the ground up.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Virtuoso’s Hotelier of the Year for 2025, Claudio Meli, General Manager of The Place Firenze, shares why true luxury begins at arrival, how "sartorial hospitality" creates unforgettable experiences, and what hospitality leaders everywhere can learn from rethinking the guest journey from the ground up.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sartorial-hospitality/ Josiah Mackenzie Buzzsprout-17920270 Mon, 29 Sep 2025 01:00:00 -0700 784 full false DJ to "Hotelier of the Year": Meet Claudio Meli DJ to "Hotelier of the Year": Meet Claudio Meli In this episode, we get to know Virtuoso's "Hotelier of the Year" for 2025, Claudio Meli, General Manager of THE PLACE Firenze.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we get to know Virtuoso's "Hotelier of the Year" for 2025, Claudio Meli, General Manager of THE PLACE Firenze.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/claudio-meli/ Josiah Mackenzie Buzzsprout-17916476 Sun, 28 Sep 2025 01:00:00 -0700 649 full false Why "Giving a ****" Is Non-Negotiable for Leadership and Excellence in Hospitality - Dina Belon, Staypineapple Why "Giving a ****" Is Non-Negotiable for Leadership and Excellence in Hospitality - Dina Belon, Staypineapple Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share the non-negotiable at the core of her leadership philosophy: caring deeply — or, as she puts it, "giving a ****." In this candid conversation, Dina explains how purpose-driven leadership connects personal values with guest experience, culture, and sustainability. She reflects on aligning her career with her ethos, creating spaces that enable meaningful memories, and why leaders must believe before asking their teams to. Hospitality leaders will find practical inspiration in this simple but powerful approach to leading with conviction and clarity.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share the non-negotiable at the core of her leadership philosophy: caring deeply — or, as she puts it, "giving a ****." In this candid conversation, Dina explains how purpose-driven leadership connects personal values with guest experience, culture, and sustainability. She reflects on aligning her career with her ethos, creating spaces that enable meaningful memories, and why leaders must believe before asking their teams to. Hospitality leaders will find practical inspiration in this simple but powerful approach to leading with conviction and clarity.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dina-belon-life-leadership/ Josiah Mackenzie Buzzsprout-17908087 Sat, 27 Sep 2025 01:00:00 -0700 557 full true Dina Belon's 30-Day Hotel Turnaround Plan, Cities as Amenities, Community Engagement, Win/Win Partnerships & More Dina Belon's 30-Day Hotel Turnaround Plan, Cities as Amenities, Community Engagement, Win/Win Partnerships & More Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how she would approach the first 30 days of leading a new hotel. Instead of relying on a pre-set formula, Dina explains why she treats the city itself like a resort -- drawing on local culture, parks, and other businesses as amenities that elevate the guest experience. She also shares how engaging associates unlocks creative ideas and how win–win community partnerships can drive both guest satisfaction and local impact. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how she would approach the first 30 days of leading a new hotel. Instead of relying on a pre-set formula, Dina explains why she treats the city itself like a resort -- drawing on local culture, parks, and other businesses as amenities that elevate the guest experience. She also shares how engaging associates unlocks creative ideas and how win–win community partnerships can drive both guest satisfaction and local impact. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dina-belon-30-days/ Josiah Mackenzie Buzzsprout-17908083 Fri, 26 Sep 2025 01:00:00 -0700 701 full false The Real Power of Our AI Workflow Comes From People - Dina Belon, Staypineapple The Real Power of Our AI Workflow Comes From People - Dina Belon, Staypineapple Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how her team built “Chat Pineapple,” an in-house AI tool that connects guest insights across systems. More important than the technology, Dina says, is the culture that empowers teams to act creatively on that information -- turning surveys, reviews, and guest histories into memorable experiences. You’ll hear what surprised her most about pre-stay guest responses, how the workflow scaled a long-standing culture of surprise and delight, and why the human element is the true driver of personalization in hospitality.

See our previous episodes with Dina:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how her team built “Chat Pineapple,” an in-house AI tool that connects guest insights across systems. More important than the technology, Dina says, is the culture that empowers teams to act creatively on that information -- turning surveys, reviews, and guest histories into memorable experiences. You’ll hear what surprised her most about pre-stay guest responses, how the workflow scaled a long-standing culture of surprise and delight, and why the human element is the true driver of personalization in hospitality.

See our previous episodes with Dina:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/staypineapple-ai-workflow/ Josiah Mackenzie Buzzsprout-17891905 Thu, 25 Sep 2025 01:00:00 -0700 611 full false Why I Hate Kiosks (And How to Choose Tech Partners to Compete with Big Brands) - Dina Belon, Staypineapple Why I Hate Kiosks (And How to Choose Tech Partners to Compete with Big Brands) - Dina Belon, Staypineapple In this episode, we continue our series with Dina Belon, President of Staypineapple, in a conversation hosted by our guest experience correspondent, Danica Smith. Dina shares why kiosks don’t belong in her hotels, what that reveals about the role of technology in the guest experience for her company, and how independent hoteliers can compete with big brands by choosing the right tech partners.

See our previous episodes with Dina:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we continue our series with Dina Belon, President of Staypineapple, in a conversation hosted by our guest experience correspondent, Danica Smith. Dina shares why kiosks don’t belong in her hotels, what that reveals about the role of technology in the guest experience for her company, and how independent hoteliers can compete with big brands by choosing the right tech partners.

See our previous episodes with Dina:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dina-belon-kiosks/ Josiah Mackenzie Buzzsprout-17891900 Wed, 24 Sep 2025 01:00:00 -0700 740 full false "Do the Next Right Thing": Why Staypineapple Leads Without SOPs - Dina Belon "Do the Next Right Thing": Why Staypineapple Leads Without SOPs - Dina Belon In this episode, we continue our series with Dina Belon, President of Staypineapple, in a conversation hosted by our guest experience correspondent, Danica Smith. Building on yesterday’s discussion about empowerment, Dina shares the practical ways Staypineapple frees its teams to focus on people.

You’ll hear how they eliminate SOPs and scripts, centralize administrative work to keep managers out on the floor teaching their teams, and use intuitive technology that supports rather than hinders human connection. Dina also explains why authenticity matters more than uniforms or rigid rules -- and how creating this environment helps their people thrive.

See our previous episodes with Dina:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we continue our series with Dina Belon, President of Staypineapple, in a conversation hosted by our guest experience correspondent, Danica Smith. Building on yesterday’s discussion about empowerment, Dina shares the practical ways Staypineapple frees its teams to focus on people.

You’ll hear how they eliminate SOPs and scripts, centralize administrative work to keep managers out on the floor teaching their teams, and use intuitive technology that supports rather than hinders human connection. Dina also explains why authenticity matters more than uniforms or rigid rules -- and how creating this environment helps their people thrive.

See our previous episodes with Dina:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dina-belon-right-thing/ Josiah Mackenzie Buzzsprout-17889795 Tue, 23 Sep 2025 01:00:00 -0700 678 full false How Staypineapple Enables Every Employee to Surprise and Delight - Dina Belon, Staypineapple How Staypineapple Enables Every Employee to Surprise and Delight - Dina Belon, Staypineapple In this episode, we welcome back Dina Belon, President of Staypineapple, for a conversation with our guest experience correspondent, Danica Smith. Dina shares how Staypineapple empowers every team member to bring their full, authentic selves to work -- and how that translates into deeply personal guest experiences. From interviewing every employee to capture their passions, to connecting those passions with guest stories, Dina shows why empowerment, not SOPs, is the foundation of their culture.

See our previous episodes with Dina:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we welcome back Dina Belon, President of Staypineapple, for a conversation with our guest experience correspondent, Danica Smith. Dina shares how Staypineapple empowers every team member to bring their full, authentic selves to work -- and how that translates into deeply personal guest experiences. From interviewing every employee to capture their passions, to connecting those passions with guest stories, Dina shows why empowerment, not SOPs, is the foundation of their culture.

See our previous episodes with Dina:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dina-belon-empowers/ Josiah Mackenzie Buzzsprout-17881459 Mon, 22 Sep 2025 01:00:00 -0700 872 full false Elevating Women and Redefining Leadership: Barbara Muckermann at Kempinski Elevating Women and Redefining Leadership: Barbara Muckermann at Kempinski In this episode, Barbara Muckermann, CEO of Kempinski Hotels, reflects on her journey to the top and how she’s working to elevate more women into leadership roles across the company. She shares how turning perceived weaknesses into advantages has helped her career, why she believes creating opportunities—not protections—is key for women leaders, and the importance of building trust and transparency as a CEO. Barbara also offers practical advice for aspiring executives on playing to strengths, preparing thoroughly, and developing an authentic leadership style.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Barbara Muckermann, CEO of Kempinski Hotels, reflects on her journey to the top and how she’s working to elevate more women into leadership roles across the company. She shares how turning perceived weaknesses into advantages has helped her career, why she believes creating opportunities—not protections—is key for women leaders, and the importance of building trust and transparency as a CEO. Barbara also offers practical advice for aspiring executives on playing to strengths, preparing thoroughly, and developing an authentic leadership style.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/barbara-muckermann-leadership/ Josiah Mackenzie Buzzsprout-17868063 Fri, 19 Sep 2025 01:00:00 -0700 551 full false Kempinski Hotels: What's Magical & What's Next - Barbara Muckermann Kempinski Hotels: What's Magical & What's Next - Barbara Muckermann In this episode, Hospitality Daily careers correspondent Emily Goldfischer, who is also founder and editor-in-chief of hertelier, sits down with Barbara Muckermann, CEO of Kempinski Hotels. Barbara reflects on her first year leading the world’s oldest luxury hotel brand, drawing on lessons from her career in the cruise industry. She shares insights on the “secret sauce” behind Kempinski’s culture of genuine hospitality, why an asset-heavy approach matters for growth, and how the brand is positioning itself for the future. Hospitality leaders will come away with fresh perspectives on service, strategy, and sustaining legacy in a competitive market.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Hospitality Daily careers correspondent Emily Goldfischer, who is also founder and editor-in-chief of hertelier, sits down with Barbara Muckermann, CEO of Kempinski Hotels. Barbara reflects on her first year leading the world’s oldest luxury hotel brand, drawing on lessons from her career in the cruise industry. She shares insights on the “secret sauce” behind Kempinski’s culture of genuine hospitality, why an asset-heavy approach matters for growth, and how the brand is positioning itself for the future. Hospitality leaders will come away with fresh perspectives on service, strategy, and sustaining legacy in a competitive market.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/barbara-muckermann-kempinski/ Josiah Mackenzie Buzzsprout-17863883 Thu, 18 Sep 2025 06:00:00 -0700 495 full false Kempinski CEO Barbara Muckermann on Leadership, Legacy, and Reinvention Kempinski CEO Barbara Muckermann on Leadership, Legacy, and Reinvention In this episode, Hospitality Daily careers correspondent Emily Goldfischer, founder and editor-in-chief of hertelier, sits down with Barbara Muckermann, CEO of Kempinski Hotels. As the first woman to lead the 162-year-old luxury hotel group, Barbara shares her remarkable career journey from shaping the cruise industry to steering one of hospitality’s most iconic brands. You’ll hear lessons from leading through crisis, navigating global scale, and balancing heritage with reinvention. 

Read on hertelier: How Barbara Muckermann Went from Cruises to the Helm of Kempinski

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Hospitality Daily careers correspondent Emily Goldfischer, founder and editor-in-chief of hertelier, sits down with Barbara Muckermann, CEO of Kempinski Hotels. As the first woman to lead the 162-year-old luxury hotel group, Barbara shares her remarkable career journey from shaping the cruise industry to steering one of hospitality’s most iconic brands. You’ll hear lessons from leading through crisis, navigating global scale, and balancing heritage with reinvention. 

Read on hertelier: How Barbara Muckermann Went from Cruises to the Helm of Kempinski

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/barbara-muckermann/ Josiah Mackenzie Buzzsprout-17849797 Wed, 17 Sep 2025 01:00:00 -0700 920 full false Why Visibility Unlocks Guest Satisfaction - Leora Halpern Lanz Why Visibility Unlocks Guest Satisfaction - Leora Halpern Lanz In this episode, Leora Halpern Lanz, award-winning hospitality marketing leader and Associate Professor at Boston University’s School of Hospitality Administration, shares how visibility can directly impact guest satisfaction. Using a real-world hotel case study, she shows why physical and digital visibility matter as much as the investments we make in renovations.

Leora challenges hospitality leaders to think beyond promotion, asking whether we’re measuring the right things and whether our marketing reflects true care for guest wellness. You’ll hear why authentic engagement across touchpoints not only elevates the guest experience but also drives higher satisfaction scores.

If you’ve ever wondered why great ideas and investments don’t always translate into results, this conversation offers practical insights on turning visibility into value.

Learn more about her new book, Developing Your Marketing Mindset.

Also see: Developing Your Marketing Mindset: A Guide for Hospitality Professionals

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Leora Halpern Lanz, award-winning hospitality marketing leader and Associate Professor at Boston University’s School of Hospitality Administration, shares how visibility can directly impact guest satisfaction. Using a real-world hotel case study, she shows why physical and digital visibility matter as much as the investments we make in renovations.

Leora challenges hospitality leaders to think beyond promotion, asking whether we’re measuring the right things and whether our marketing reflects true care for guest wellness. You’ll hear why authentic engagement across touchpoints not only elevates the guest experience but also drives higher satisfaction scores.

If you’ve ever wondered why great ideas and investments don’t always translate into results, this conversation offers practical insights on turning visibility into value.

Learn more about her new book, Developing Your Marketing Mindset.

Also see: Developing Your Marketing Mindset: A Guide for Hospitality Professionals

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/leora-lanz-visibility/ Josiah Mackenzie Buzzsprout-17849783 Tue, 16 Sep 2025 01:00:00 -0700 520 full false Developing Your Marketing Mindset: A Guide for Hospitality Professionals - Leora Halpern Lanz Developing Your Marketing Mindset: A Guide for Hospitality Professionals - Leora Halpern Lanz In this episode, we’re joined by Leora Halpern Lanz: author, hospitality marketing expert, and professor at Boston University’s School of Hospitality. With her new book, Developing Your Marketing Mindset, coming out today, Leora shares why marketing isn’t just for marketers, but a mindset every hospitality professional needs.

You’ll learn how critical and strategic thinking can enhance your approach, why hospitality and marketing are deeply intertwined, as well as lessons from teaching experiential marketing and collaborating with hotels and restaurants on real-world projects.

Whether you own, operate, or lead in hospitality, this conversation will help you think differently about marketing and why it matters now more than ever today.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we’re joined by Leora Halpern Lanz: author, hospitality marketing expert, and professor at Boston University’s School of Hospitality. With her new book, Developing Your Marketing Mindset, coming out today, Leora shares why marketing isn’t just for marketers, but a mindset every hospitality professional needs.

You’ll learn how critical and strategic thinking can enhance your approach, why hospitality and marketing are deeply intertwined, as well as lessons from teaching experiential marketing and collaborating with hotels and restaurants on real-world projects.

Whether you own, operate, or lead in hospitality, this conversation will help you think differently about marketing and why it matters now more than ever today.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/developing-your-marketing-mindset/ Buzzsprout-17843278 Mon, 15 Sep 2025 01:00:00 -0700 1600 full false Jordan's House: Radical Hospitality for Caregiving Parents Who Need Rest - Jimmy Peña Jordan's House: Radical Hospitality for Caregiving Parents Who Need Rest - Jimmy Peña Parents of children with special needs rarely get the rest they need, and Jimmy Peña set out to change that. Drawing on his career in private estate leadership and luxury hospitality, he founded Jordan's House, a nonprofit bed and breakfast offering world-class food, spa experiences, and radical hospitality at no cost to caregiving parents. In this episode, Jimmy shares how Jordan’s House began and why “over-the-top” hospitality matters for exhausted families. Listeners will walk away with a powerful reminder of hospitality's ability to restore, renew, and transform lives.

Learn more about Jordan's House here, and follow @ItsJordansHouse on Instagram for more.

You may also enjoy from Jimmy:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Parents of children with special needs rarely get the rest they need, and Jimmy Peña set out to change that. Drawing on his career in private estate leadership and luxury hospitality, he founded Jordan's House, a nonprofit bed and breakfast offering world-class food, spa experiences, and radical hospitality at no cost to caregiving parents. In this episode, Jimmy shares how Jordan’s House began and why “over-the-top” hospitality matters for exhausted families. Listeners will walk away with a powerful reminder of hospitality's ability to restore, renew, and transform lives.

Learn more about Jordan's House here, and follow @ItsJordansHouse on Instagram for more.

You may also enjoy from Jimmy:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jordans-house/ Josiah Mackenzie Buzzsprout-17836234 Sat, 13 Sep 2025 01:00:00 -0700 602 full false Private Estate Hospitality: The Exclusive World Where "Every Meal Is the Super Bowl" - Jimmy Peña Private Estate Hospitality: The Exclusive World Where "Every Meal Is the Super Bowl" - Jimmy Peña In this episode, we learn from Jimmy Peña, Director of Estate Operations for a private, ultra-high-net-worth individual. Jimmy shares how private estate hospitality demands service that exceeds even the most elite hotels, with every meal treated "like the Super Bowl." He explains the nuances of serving at this level, the daily practices that drive excellence, and how lessons from private estates can be applied to any hospitality business. Listeners will come away with a rare inside look at hospitality at its most exclusive - with insights they can use to elevate their own business.

You may also enjoy from Jimmy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we learn from Jimmy Peña, Director of Estate Operations for a private, ultra-high-net-worth individual. Jimmy shares how private estate hospitality demands service that exceeds even the most elite hotels, with every meal treated "like the Super Bowl." He explains the nuances of serving at this level, the daily practices that drive excellence, and how lessons from private estates can be applied to any hospitality business. Listeners will come away with a rare inside look at hospitality at its most exclusive - with insights they can use to elevate their own business.

You may also enjoy from Jimmy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jimmy-pena-private/ Josiah Mackenzie Buzzsprout-17804752 Fri, 12 Sep 2025 06:00:00 -0700 636 full false Hiring for Heart, Turning "Opportunity Guests" into Advocates, and Avoiding Counterfeits with Jimmy Peña Hiring for Heart, Turning "Opportunity Guests" into Advocates, and Avoiding Counterfeits with Jimmy Peña What does it take to select and lead people who can deliver authentic hospitality at the highest level? In this episode, we learn from Jimmy Peña, a private estate manager in Beverly Hills and a former member of the Ritz-Carlton quality audit team, who helped shape service excellence across Forbes 5-Star and AAA 5-Diamond properties.

Jimmy shares why hiring for heart and hustle is non-negotiable, how he frames service recovery by training teams to see “opportunity guests” instead of “problem guests,” and why he uses the concept of “counterfeits” to reinforce the language, behavior, and standards that define great hospitality.

You may also enjoy from Jimmy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> What does it take to select and lead people who can deliver authentic hospitality at the highest level? In this episode, we learn from Jimmy Peña, a private estate manager in Beverly Hills and a former member of the Ritz-Carlton quality audit team, who helped shape service excellence across Forbes 5-Star and AAA 5-Diamond properties.

Jimmy shares why hiring for heart and hustle is non-negotiable, how he frames service recovery by training teams to see “opportunity guests” instead of “problem guests,” and why he uses the concept of “counterfeits” to reinforce the language, behavior, and standards that define great hospitality.

You may also enjoy from Jimmy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jimmy-pena-hiring/ Josiah Mackenzie Buzzsprout-17804750 Thu, 11 Sep 2025 01:00:00 -0700 471 full false Heart, Hustle & the Simple, Brutal Beauty of Hospitality - Jimmy Peña Heart, Hustle & the Simple, Brutal Beauty of Hospitality - Jimmy Peña Jimmy Peña believes hospitality comes down to two essentials: heart and hustle. In this conversation, the Beverly Hills estate manager and former Ritz-Carlton quality auditor shares what he learned shaping service excellence across Forbes Five-Star and AAA Five-Diamond properties. Jimmy reflects on the mentors who guided his career, the power of checklists and standards, and the stewardship mindset required to balance service and profit. Hospitality leaders will find practical lessons on creating dignity, empathy, and excellence in every detail.

You may also enjoy from Jimmy: Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and Moments

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Jimmy Peña believes hospitality comes down to two essentials: heart and hustle. In this conversation, the Beverly Hills estate manager and former Ritz-Carlton quality auditor shares what he learned shaping service excellence across Forbes Five-Star and AAA Five-Diamond properties. Jimmy reflects on the mentors who guided his career, the power of checklists and standards, and the stewardship mindset required to balance service and profit. Hospitality leaders will find practical lessons on creating dignity, empathy, and excellence in every detail.

You may also enjoy from Jimmy: Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and Moments

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/heart-hustle-hospitality/ Josiah Mackenzie Buzzsprout-17804747 Wed, 10 Sep 2025 01:00:00 -0700 729 full false Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and Moments - Jimmy Peña Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and Moments - Jimmy Peña Jimmy Peña is a hospitality executive, best-selling author, and nonprofit leader whose career spans luxury hotels, estate operations, publishing, and ministry. A graduate of Baylor University and the University of Texas at Tyler, Jimmy began in the world of health and fitness — becoming Worldwide Fitness Editor for Muscle & Fitness and M&F Hers, co-writing the New York Times bestseller Extra Lean with Mario Lopez. But as he explains in this episode, a childhood experience of “radical hospitality” shaped his view of service and ultimately led him to the Ritz-Carlton, where he earned the prestigious Leader of the Year Award and discovered hospitality as his true calling.

Today, Jimmy serves as Director of Estate Operations for a private, ultra-high-net-worth individual, overseeing world-class service standards and asset management. He also consults with families, estates, and businesses, helping them elevate their operations and culture by drawing on Ritz-Carlton–inspired practices.

In this conversation, Jimmy reflects on what he’s learned along the way — from the role of structure and standards in elevating service, to why stewardship is central to hospitality, and how caring for people, places, and moments brings both delight and dignity to the work we do. Listeners will come away with a deeper understanding of service as stewardship — and how to lead with both heart and excellence in every guest experience.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Jimmy Peña is a hospitality executive, best-selling author, and nonprofit leader whose career spans luxury hotels, estate operations, publishing, and ministry. A graduate of Baylor University and the University of Texas at Tyler, Jimmy began in the world of health and fitness — becoming Worldwide Fitness Editor for Muscle & Fitness and M&F Hers, co-writing the New York Times bestseller Extra Lean with Mario Lopez. But as he explains in this episode, a childhood experience of “radical hospitality” shaped his view of service and ultimately led him to the Ritz-Carlton, where he earned the prestigious Leader of the Year Award and discovered hospitality as his true calling.

Today, Jimmy serves as Director of Estate Operations for a private, ultra-high-net-worth individual, overseeing world-class service standards and asset management. He also consults with families, estates, and businesses, helping them elevate their operations and culture by drawing on Ritz-Carlton–inspired practices.

In this conversation, Jimmy reflects on what he’s learned along the way — from the role of structure and standards in elevating service, to why stewardship is central to hospitality, and how caring for people, places, and moments brings both delight and dignity to the work we do. Listeners will come away with a deeper understanding of service as stewardship — and how to lead with both heart and excellence in every guest experience.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jimmy-pena/ Josiah Mackenzie Buzzsprout-17804745 Tue, 09 Sep 2025 01:00:00 -0700 855 full false What's Happening in Hospitality Now? Jan Freitag, Jamie Lane & Josiah Mackenzie on Hotels x Short-Term Rentals, Demand Bifurcation, RTO Travel Shifts & More What's Happening in Hospitality Now? Jan Freitag, Jamie Lane & Josiah Mackenzie on Hotels x Short-Term Rentals, Demand Bifurcation, RTO Travel Shifts & More In this episode, Jan Freitag of CoStar and Jamie Lane of AirDNA join Hospitality Daily host Josiah Mackenzie to unpack what’s really happening in our industry now. We talk about the convergence of hotels and short-term rentals, the widening gap in demand between luxury and the rest of the market, and how return-to-office policies are reshaping travel. You’ll also hear insights into supply, loyalty convergence, and where opportunities exist for owners and operators today.

🔗 Explore more from today’s guests:

🎧 Podcasts mentioned:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jan Freitag of CoStar and Jamie Lane of AirDNA join Hospitality Daily host Josiah Mackenzie to unpack what’s really happening in our industry now. We talk about the convergence of hotels and short-term rentals, the widening gap in demand between luxury and the rest of the market, and how return-to-office policies are reshaping travel. You’ll also hear insights into supply, loyalty convergence, and where opportunities exist for owners and operators today.

🔗 Explore more from today’s guests:

🎧 Podcasts mentioned:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jamie-jan-september-2025/ Buzzsprout-17802562 Mon, 08 Sep 2025 01:00:00 -0700 2689 full false Do Wild Stuff: Collaborations, Contrarian Thinking, and Curated Travel in Japan with Ryan Bukstein Do Wild Stuff: Collaborations, Contrarian Thinking, and Curated Travel in Japan with Ryan Bukstein Ryan Bukstein has spent his career shaping people-driven brands, from his early work at Ace Hotel to leading marketing at Vacation, and now as a consultant. In this conversation, he shares how collaboration, contrarian thinking, and a love of Japan are coming together in his latest project: a curated travel experience with the founders of clean beauty brand Dam Dam.

More episodes with Ryan:

Learn more about Ryan's firm, SMPL, here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Ryan Bukstein has spent his career shaping people-driven brands, from his early work at Ace Hotel to leading marketing at Vacation, and now as a consultant. In this conversation, he shares how collaboration, contrarian thinking, and a love of Japan are coming together in his latest project: a curated travel experience with the founders of clean beauty brand Dam Dam.

More episodes with Ryan:

Learn more about Ryan's firm, SMPL, here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ryan-dam-dam-japan/ Josiah Mackenzie Buzzsprout-17797833 Sun, 07 Sep 2025 01:00:00 -0700 830 full false Fixing Independent Hospitality's Discovery Problem with Storytelling & AI - Brett McManus, Inndependent Stays Fixing Independent Hospitality's Discovery Problem with Storytelling & AI - Brett McManus, Inndependent Stays Independent hospitality is quickly growing in popularity, but discovery remains a big challenge for both travelers and operators. In this conversation, Brett McManus, owner of Après Inn in Killington, Vermont, and founder of Inndependent Stays, explains how he’s addressing this gap. We discuss the costs of relying on OTAs, the power of people-first storytelling, and how AI-driven matching could reshape how travelers discover independent hospitality experiences. 

Learn more about Inndependent Stays and follow @InndependentStays on Instagram.

See our other episodes:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Independent hospitality is quickly growing in popularity, but discovery remains a big challenge for both travelers and operators. In this conversation, Brett McManus, owner of Après Inn in Killington, Vermont, and founder of Inndependent Stays, explains how he’s addressing this gap. We discuss the costs of relying on OTAs, the power of people-first storytelling, and how AI-driven matching could reshape how travelers discover independent hospitality experiences. 

Learn more about Inndependent Stays and follow @InndependentStays on Instagram.

See our other episodes:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/inndependent-stays/ Josiah Mackenzie Buzzsprout-17795990 Sat, 06 Sep 2025 01:00:00 -0700 1579 full false Highs and Lows of Hospitality in 2025: What First-Time Innkeeper Brett McManus Learned About Guest Experience, Operations, and Tech [1-Year Check-In] Highs and Lows of Hospitality in 2025: What First-Time Innkeeper Brett McManus Learned About Guest Experience, Operations, and Tech [1-Year Check-In] A year ago, Brett and Casey McManus went viral for transforming a rundown Vermont roadside motel into a thriving new hospitality concept: Après Inn in Killington, Vermont. In this follow-up conversation, Brett reflects on what he’s learned as a first-time innkeeper: the highs and lows of running a seasonal business, what technology actually enables, and why guest conversations drive reviews and revenue. He also shares lessons from expanding to a second property, the efficiencies that come with scale, and why overlooked motels may represent hospitality’s next big opportunity. Listeners will come away with candid insights into the realities of operating, investing, and innovating in hospitality today.

More:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> A year ago, Brett and Casey McManus went viral for transforming a rundown Vermont roadside motel into a thriving new hospitality concept: Après Inn in Killington, Vermont. In this follow-up conversation, Brett reflects on what he’s learned as a first-time innkeeper: the highs and lows of running a seasonal business, what technology actually enables, and why guest conversations drive reviews and revenue. He also shares lessons from expanding to a second property, the efficiencies that come with scale, and why overlooked motels may represent hospitality’s next big opportunity. Listeners will come away with candid insights into the realities of operating, investing, and innovating in hospitality today.

More:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/brett-mcmanus-2025/ Josiah Mackenzie Buzzsprout-17789743 Fri, 05 Sep 2025 01:00:00 -0700 1367 full false Chick-fil-A's Drive-Thru Training Secret: Making 60 Seconds Count - Ryan Magnon, Ithaka Hospitality Partners Chick-fil-A's Drive-Thru Training Secret: Making 60 Seconds Count - Ryan Magnon, Ithaka Hospitality Partners In this episode, Ryan Magnon, Chief Operating Officer of Ithaka Hospitality Partners, shares a valuable lesson from his experience leading training at Chick-fil-A. While speed, accuracy, and consistency mattered in the drive-thru, the real differentiator was hospitality: how team members made guests feel in just 60 seconds.

Ryan explains how Chick-fil-A trains frontline employees, many of whom are just 17 or 18 years old, to view each guest not as an order, but as a person with challenges and opportunities to be cared for. This approach transformed transactions into moments of genuine connection.

For hospitality leaders, Ryan’s story highlights how small interactions can shape big impressions, and why training to focus on human connection may be the most powerful investment you can make.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ryan Magnon, Chief Operating Officer of Ithaka Hospitality Partners, shares a valuable lesson from his experience leading training at Chick-fil-A. While speed, accuracy, and consistency mattered in the drive-thru, the real differentiator was hospitality: how team members made guests feel in just 60 seconds.

Ryan explains how Chick-fil-A trains frontline employees, many of whom are just 17 or 18 years old, to view each guest not as an order, but as a person with challenges and opportunities to be cared for. This approach transformed transactions into moments of genuine connection.

For hospitality leaders, Ryan’s story highlights how small interactions can shape big impressions, and why training to focus on human connection may be the most powerful investment you can make.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/chick-fil-a-60-seconds/ Josiah Mackenzie Buzzsprout-17786587 Thu, 04 Sep 2025 01:00:00 -0700 363 full false Why Hospitality Excellence Depends on Leadership Excellence - Ryan Magnon & Scott Rohm, Ithaka Hospitality Partners Why Hospitality Excellence Depends on Leadership Excellence - Ryan Magnon & Scott Rohm, Ithaka Hospitality Partners Hospitality excellence doesn’t happen without leadership excellence, and in this episode, we hear why from two senior leaders at Ithaka Hospitality Partners. Scott Rohm, Chief Development Officer, and Ryan Magnon, Chief Operating Officer, both built their careers under Horst Schulze at The Ritz-Carlton before their current roles at Ithaka.

They share how leadership becomes the real "insurance policy" for hotel owners, why the best companies focus on selecting and developing the right leaders, and how small shifts in structure and culture can transform entire organizations. Along the way, you’ll hear practical lessons, from the daily responsibilities of leaders, to creating environments where people thrive, to a Shanghai dining room story that reveals the hidden power of leadership in action.

For hospitality executives, this conversation offers both a strategic perspective and actionable takeaways for building stronger organizations and better guest experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Hospitality excellence doesn’t happen without leadership excellence, and in this episode, we hear why from two senior leaders at Ithaka Hospitality Partners. Scott Rohm, Chief Development Officer, and Ryan Magnon, Chief Operating Officer, both built their careers under Horst Schulze at The Ritz-Carlton before their current roles at Ithaka.

They share how leadership becomes the real "insurance policy" for hotel owners, why the best companies focus on selecting and developing the right leaders, and how small shifts in structure and culture can transform entire organizations. Along the way, you’ll hear practical lessons, from the daily responsibilities of leaders, to creating environments where people thrive, to a Shanghai dining room story that reveals the hidden power of leadership in action.

For hospitality executives, this conversation offers both a strategic perspective and actionable takeaways for building stronger organizations and better guest experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ithaka-leadership/ Josiah Mackenzie Buzzsprout-17776982 Wed, 03 Sep 2025 19:00:00 -0700 1132 full false How We Bring Independent Ideas to Life in Hospitality - Ryan Magnon & Scott Rohm, Ithaka Hospitality Partners How We Bring Independent Ideas to Life in Hospitality - Ryan Magnon & Scott Rohm, Ithaka Hospitality Partners In this conversation, you’ll hear from Scott Rohm, Chief Development Officer, and Ryan Magnon, Chief Operating Officer of Ithaka Hospitality Partners, about how they’ve turned vision into reality across teaching hotels, culinary projects, food halls, and independent hospitality developments.

We discuss how Ithaka’s roots at Auburn University shaped their approach, what they’ve learned about partnering with owners to create distinctive projects, and why independent hospitality (with the right operating partner) can be powerful.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this conversation, you’ll hear from Scott Rohm, Chief Development Officer, and Ryan Magnon, Chief Operating Officer of Ithaka Hospitality Partners, about how they’ve turned vision into reality across teaching hotels, culinary projects, food halls, and independent hospitality developments.

We discuss how Ithaka’s roots at Auburn University shaped their approach, what they’ve learned about partnering with owners to create distinctive projects, and why independent hospitality (with the right operating partner) can be powerful.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ithaka-hospitality-partners/ Josiah Mackenzie Buzzsprout-17786567 Wed, 03 Sep 2025 01:00:00 -0700 804 full false How Hoteliers Use Tech in Budget Season for Faster, Smarter Decisions - Stephen German, Actabl [Sponsor Bonus] How Hoteliers Use Tech in Budget Season for Faster, Smarter Decisions - Stephen German, Actabl [Sponsor Bonus] Budget season can be stressful for hotel leaders, but in this episode, Stephen German, SVP of Product at Actabl, shares how technology is helping hoteliers move from spreadsheets and guesswork to smarter, data-driven decisions.

Stephen explains how ProfitSword provides hotel leaders with real-time visibility, alignment across properties, and powerful comparison tools, making budgeting faster and more accurate. He also highlights how recent product investments are streamlining workflows, reducing bottlenecks, and turning days of work into hours.

For hoteliers seeking to reduce stress and build confidence in their planning process, this conversation provides practical insights into how technology can make a real difference this year.

If you enjoyed this, you may also enjoy our other episode with Stephen: The Magic Wand Question: Building Digital Night Audit (and Hotel Tech That Matters)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Budget season can be stressful for hotel leaders, but in this episode, Stephen German, SVP of Product at Actabl, shares how technology is helping hoteliers move from spreadsheets and guesswork to smarter, data-driven decisions.

Stephen explains how ProfitSword provides hotel leaders with real-time visibility, alignment across properties, and powerful comparison tools, making budgeting faster and more accurate. He also highlights how recent product investments are streamlining workflows, reducing bottlenecks, and turning days of work into hours.

For hoteliers seeking to reduce stress and build confidence in their planning process, this conversation provides practical insights into how technology can make a real difference this year.

If you enjoyed this, you may also enjoy our other episode with Stephen: The Magic Wand Question: Building Digital Night Audit (and Hotel Tech That Matters)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/actabl-budget-season/ Josiah Mackenzie Buzzsprout-17754901 Tue, 02 Sep 2025 17:00:00 -0700 927 full false How to Survive & Thrive With Proactive Planning for 2025-2026: Advice from The Hotel Financial Coach, David Lund How to Survive & Thrive With Proactive Planning for 2025-2026: Advice from The Hotel Financial Coach, David Lund In this episode, The Hotel Financial Coach, David Lund, shares how to survive and thrive with proactive planning for 2025 and 2026. 

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, The Hotel Financial Coach, David Lund, shares how to survive and thrive with proactive planning for 2025 and 2026. 

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/david-lund-2025-2026/ Josiah Mackenzie Buzzsprout-17769155 Tue, 02 Sep 2025 01:00:00 -0700 1539 full false The Power of Recognition, Awards & What I've Learned From The Hospitality Hero - Steven Hesketh The Power of Recognition, Awards & What I've Learned From The Hospitality Hero - Steven Hesketh In this episode, Steven Hesketh, CEO of Savvy Hotel Group and founder of Hospitality Hero, shares why recognition and kindness are essential in hospitality. From award-winning stories to everyday acts of appreciation, Steven explains how recognition transforms careers and builds stronger team cultures.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steven Hesketh, CEO of Savvy Hotel Group and founder of Hospitality Hero, shares why recognition and kindness are essential in hospitality. From award-winning stories to everyday acts of appreciation, Steven explains how recognition transforms careers and builds stronger team cultures.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steven-hesketh-recognition/ Josiah Mackenzie Buzzsprout-17760160 Mon, 01 Sep 2025 01:00:00 -0700 909 full false The Beauty of Hospitality Work and the Power of Kindness - Steven Hesketh The Beauty of Hospitality Work and the Power of Kindness - Steven Hesketh In this episode, Steven Hesketh, CEO of Savvy Hotel Group, founder of Hospitality Hero, and author of the upcoming book Bee Our Guest, shares why hospitality matters now more than ever. He talks about inspiring the next generation to see hospitality as a meaningful career, and why kindness is central to our lives and work.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steven Hesketh, CEO of Savvy Hotel Group, founder of Hospitality Hero, and author of the upcoming book Bee Our Guest, shares why hospitality matters now more than ever. He talks about inspiring the next generation to see hospitality as a meaningful career, and why kindness is central to our lives and work.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steven-hesketh-hospitality/ Josiah Mackenzie Buzzsprout-17760165 Sun, 31 Aug 2025 01:00:00 -0700 781 full false What It Takes to Be a Great Hospitality Executive - Jon Tisch What It Takes to Be a Great Hospitality Executive - Jon Tisch Jonathan Tisch, Executive Chairman of Loews Hotels, closes our series with reflections on what defines truly great hospitality executives. In this conversation with our careers correspondent, Emily Goldfischer -- also founder and editor-in-chief of hertelier -- Tisch shares leadership lessons shaped by decades of experience.

You’ll hear why he believes every job provides valuable knowledge, how responsibility extends far beyond “giving back,” and why the details of communication and design matter so deeply in hospitality. Tisch also explains how storytelling is at the heart of hotel leadership, and how those lessons shaped the way he built Loews Hotels.

For hospitality professionals at every stage of their careers, this episode offers timeless guidance on leadership, responsibility, and growth.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Jonathan Tisch, Executive Chairman of Loews Hotels, closes our series with reflections on what defines truly great hospitality executives. In this conversation with our careers correspondent, Emily Goldfischer -- also founder and editor-in-chief of hertelier -- Tisch shares leadership lessons shaped by decades of experience.

You’ll hear why he believes every job provides valuable knowledge, how responsibility extends far beyond “giving back,” and why the details of communication and design matter so deeply in hospitality. Tisch also explains how storytelling is at the heart of hotel leadership, and how those lessons shaped the way he built Loews Hotels.

For hospitality professionals at every stage of their careers, this episode offers timeless guidance on leadership, responsibility, and growth.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jon-tisch-executive/ Josiah Mackenzie Buzzsprout-17746589 Sat, 30 Aug 2025 01:00:00 -0700 468 full false The Right Person for the Job: How Women Leaders Drove Loews Hotels' Success - Jon Tisch The Right Person for the Job: How Women Leaders Drove Loews Hotels' Success - Jon Tisch Jonathan Tisch, Executive Chairman of Loews Hotels, shares how his leadership philosophy of always hiring the right person for the job often led to women rising into senior roles. Drawing on the influence of his family and the leaders he worked with throughout his career, Tisch reflects on how strong, talented women helped shape the growth and success of Loews Hotels.

This conversation is hosted by Emily Goldfischer, founder and editor-in-chief of hertelier.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Jonathan Tisch, Executive Chairman of Loews Hotels, shares how his leadership philosophy of always hiring the right person for the job often led to women rising into senior roles. Drawing on the influence of his family and the leaders he worked with throughout his career, Tisch reflects on how strong, talented women helped shape the growth and success of Loews Hotels.

This conversation is hosted by Emily Goldfischer, founder and editor-in-chief of hertelier.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jon-tisch-women/ Josiah Mackenzie Buzzsprout-17746570 Fri, 29 Aug 2025 01:00:00 -0700 572 full false Making The Case for Travel: From Power Breakfasts to Capitol Hill - Jon Tisch Making The Case for Travel: From Power Breakfasts to Capitol Hill - Jon Tisch In this episode, Jonathan Tisch, Executive Chairman of Loews Hotels, goes beyond hotels to examine travel and tourism as one of America’s most powerful—but often overlooked—economic engines.

Drawing on decades of advocacy, Tisch shares stories from his roots at the Regency’s "power breakfasts" to lobbying Congress after 9/11. He explains how travel creates more jobs than industries like manufacturing, why lawmakers consistently underestimate its impact, and what hospitality leaders must do to change that.

From educating policymakers to preparing for global events like the World Cup and the LA Olympics, Tisch makes a compelling case for unified industry advocacy. Listeners will come away with a sharper understanding of travel’s economic importance, the influence of collaboration, and the responsibility every hospitality professional has to tell this story.

This conversation is hosted by Emily Goldfischer, founder and editor-in-chief of hertelier.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jonathan Tisch, Executive Chairman of Loews Hotels, goes beyond hotels to examine travel and tourism as one of America’s most powerful—but often overlooked—economic engines.

Drawing on decades of advocacy, Tisch shares stories from his roots at the Regency’s "power breakfasts" to lobbying Congress after 9/11. He explains how travel creates more jobs than industries like manufacturing, why lawmakers consistently underestimate its impact, and what hospitality leaders must do to change that.

From educating policymakers to preparing for global events like the World Cup and the LA Olympics, Tisch makes a compelling case for unified industry advocacy. Listeners will come away with a sharper understanding of travel’s economic importance, the influence of collaboration, and the responsibility every hospitality professional has to tell this story.

This conversation is hosted by Emily Goldfischer, founder and editor-in-chief of hertelier.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jon-tisch-travel/ Josiah Mackenzie Buzzsprout-17746465 Thu, 28 Aug 2025 01:00:00 -0700 598 full false Jon Tisch: What 45 Years at Loews Hotels Taught Me Jon Tisch: What 45 Years at Loews Hotels Taught Me Jonathan Tisch, Executive Chairman of Loews Hotels, reflects on 45 years in hospitality and what he learned leading the company in this conversation with Emily Goldfischer, founder and editor-in-chief of hertelier. Tisch shares how he redefined the guest experience, why team members create loyalty, and the culture shifts that helped Loews Hotels stand out.

Also see on hertelier: Mr. August: Jonathan Tisch — The Original Ally

See Jon's book, Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Jonathan Tisch, Executive Chairman of Loews Hotels, reflects on 45 years in hospitality and what he learned leading the company in this conversation with Emily Goldfischer, founder and editor-in-chief of hertelier. Tisch shares how he redefined the guest experience, why team members create loyalty, and the culture shifts that helped Loews Hotels stand out.

Also see on hertelier: Mr. August: Jonathan Tisch — The Original Ally

See Jon's book, Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jon-tisch/ Josiah Mackenzie Buzzsprout-17740167 Wed, 27 Aug 2025 01:00:00 -0700 704 full false How Hospitality Leaders Can Get Stuff Done: Purpose, Clarity, Trust - Amy Yip How Hospitality Leaders Can Get Stuff Done: Purpose, Clarity, Trust - Amy Yip What does it really take to get things done as a leader? In this conversation, Amy Yip—executive coach and two-time TEDx speaker—shares her insights on leading high-performing teams. She explains why purpose drives productivity, how communication expectations prevent breakdowns, and why conflict isn’t something to avoid but a catalyst for innovation. Amy also highlights Google’s research on psychological safety and why trust is the single biggest factor in team effectiveness. Hospitality leaders will walk away with practical lessons on creating cultures where people feel safe to contribute, stay aligned on vision, and ultimately get more done together.

Also see: Leadership vs. Management: The Career-Defining Shift Amy Yip Learned at Google

Learn more about Amy Yip's work here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> What does it really take to get things done as a leader? In this conversation, Amy Yip—executive coach and two-time TEDx speaker—shares her insights on leading high-performing teams. She explains why purpose drives productivity, how communication expectations prevent breakdowns, and why conflict isn’t something to avoid but a catalyst for innovation. Amy also highlights Google’s research on psychological safety and why trust is the single biggest factor in team effectiveness. Hospitality leaders will walk away with practical lessons on creating cultures where people feel safe to contribute, stay aligned on vision, and ultimately get more done together.

Also see: Leadership vs. Management: The Career-Defining Shift Amy Yip Learned at Google

Learn more about Amy Yip's work here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/amy-yip-effective/ Josiah Mackenzie Buzzsprout-17731850 Tue, 26 Aug 2025 01:00:00 -0700 546 full false Leadership vs. Management: The Career-Defining Shift Amy Yip Learned at Google Leadership vs. Management: The Career-Defining Shift Amy Yip Learned at Google In this episode, we hear from Amy Yip, a former leader in Google’s global food program and now a sought-after leadership coach for companies including Amazon and Verizon. Amy shares her own career-defining shift from management to leadership—moving beyond titles and task lists to authenticity, trust, and inspiring others. She reflects on lessons from mentors, including a VP at Google who pushed her to step into uncomfortable opportunities that ultimately shaped her into the leader she is today. For hospitality leaders, Amy’s journey is a reminder that real leadership isn’t about authority, but about unlocking potential and creating environments where people thrive.

Learn more about Amy Yip's work here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we hear from Amy Yip, a former leader in Google’s global food program and now a sought-after leadership coach for companies including Amazon and Verizon. Amy shares her own career-defining shift from management to leadership—moving beyond titles and task lists to authenticity, trust, and inspiring others. She reflects on lessons from mentors, including a VP at Google who pushed her to step into uncomfortable opportunities that ultimately shaped her into the leader she is today. For hospitality leaders, Amy’s journey is a reminder that real leadership isn’t about authority, but about unlocking potential and creating environments where people thrive.

Learn more about Amy Yip's work here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/amy-yip-leadership/ Josiah Mackenzie Buzzsprout-17725746 Mon, 25 Aug 2025 01:00:00 -0700 592 full false When Ryan Reynolds and Rob McElhenney Bought Wrexham AFC, This Hotelier Made the Most of the Moment: Steven Hesketh When Ryan Reynolds and Rob McElhenney Bought Wrexham AFC, This Hotelier Made the Most of the Moment: Steven Hesketh When Ryan Reynolds and Rob McElhenney bought Wrexham AFC, the eyes of the world turned to a small Welsh community. For Steven Hesketh—CEO of Savvy Hotel Group, founder of The Hospitality Hero, and co-owner of Devafest—it was the beginning of something bigger. In this episode, Steven shares how local hospitality operators came together, why collaboration beat competition, and the creative ways they turned global attention into regional growth. Listeners will take away practical lessons on placemaking, building local relationships, and using hospitality as a force for community pride and transformation.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> When Ryan Reynolds and Rob McElhenney bought Wrexham AFC, the eyes of the world turned to a small Welsh community. For Steven Hesketh—CEO of Savvy Hotel Group, founder of The Hospitality Hero, and co-owner of Devafest—it was the beginning of something bigger. In this episode, Steven shares how local hospitality operators came together, why collaboration beat competition, and the creative ways they turned global attention into regional growth. Listeners will take away practical lessons on placemaking, building local relationships, and using hospitality as a force for community pride and transformation.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/wrexham/ Josiah Mackenzie Buzzsprout-17715926 Fri, 22 Aug 2025 06:00:00 -0700 543 full false What Hoteliers Can Learn About AI from Waymo's Self-Driving Car Experience - Sloan Dean What Hoteliers Can Learn About AI from Waymo's Self-Driving Car Experience - Sloan Dean In this episode, Sloan Dean returns to share a new perspective on artificial intelligence in hospitality. While AI is often framed around efficiency and cost-cutting, Sloan points to lessons from outside the industry -- like his experience with Waymo -- that show how AI can actually enhance the customer experience and create pricing power. He explores what this could mean for hotel operations, guest interactions, and the future of luxury hospitality. Listeners will come away with a new way of thinking about AI: not just as a tool for savings, but as an opportunity to elevate service and grow demand.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sloan Dean returns to share a new perspective on artificial intelligence in hospitality. While AI is often framed around efficiency and cost-cutting, Sloan points to lessons from outside the industry -- like his experience with Waymo -- that show how AI can actually enhance the customer experience and create pricing power. He explores what this could mean for hotel operations, guest interactions, and the future of luxury hospitality. Listeners will come away with a new way of thinking about AI: not just as a tool for savings, but as an opportunity to elevate service and grow demand.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sloan-dean-ai-opp/ Josiah Mackenzie Buzzsprout-17707146 Thu, 21 Aug 2025 01:00:00 -0700 569 full false How Hilton Cut 6-12% in Labor Costs Across 600 Hotels While Improving Service and Staff Satisfaction - Michael Escalante How Hilton Cut 6-12% in Labor Costs Across 600 Hotels While Improving Service and Staff Satisfaction - Michael Escalante In this episode, Michael Escalante, former Global Vice President of Hilton’s Center of Operational Excellence, shares how his team delivered 6–12% savings on labor across more than 600 hotels, while improving both guest service and employee satisfaction. Michael explains the methodology behind Hilton’s approach: observing processes instead of people, quantifying human behavior, and modeling work as a function of volume. He also shares how Hilton overcame the hardest part -- change management -- by building transparency, securing buy-in from teams and unions, and creating a culture of efficiency with technology.

Also see: Labor, Leadership & Leveling Up: How Michael Escalante Went from Aerospace Engineer to Hilton's Global VP of Operational Excellence

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michael Escalante, former Global Vice President of Hilton’s Center of Operational Excellence, shares how his team delivered 6–12% savings on labor across more than 600 hotels, while improving both guest service and employee satisfaction. Michael explains the methodology behind Hilton’s approach: observing processes instead of people, quantifying human behavior, and modeling work as a function of volume. He also shares how Hilton overcame the hardest part -- change management -- by building transparency, securing buy-in from teams and unions, and creating a culture of efficiency with technology.

Also see: Labor, Leadership & Leveling Up: How Michael Escalante Went from Aerospace Engineer to Hilton's Global VP of Operational Excellence

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michael-escalante-hilton/ Josiah Mackenzie Buzzsprout-17701027 Wed, 20 Aug 2025 01:00:00 -0700 981 full false Labor, Leadership & Leveling Up: How Michael Escalante Went from Aerospace Engineer to Hilton's Global VP of Operational Excellence Labor, Leadership & Leveling Up: How Michael Escalante Went from Aerospace Engineer to Hilton's Global VP of Operational Excellence Michael Escalante took an unexpected path from aerospace engineering to hospitality, eventually serving as Hilton’s Global VP for the Center of Operational Excellence and the President of Operational Effectiveness at Hotel Asset Value Enhancement (hotelAVE). Today, he's the CEO and founder of R5 Hospitality Solutions. In this conversation, he shares how scientific thinking and people-first leadership helped him uncover hidden value, improve service, and deliver millions in labor savings across hundreds of hotels.

See Michael's posts on LinkedIn. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Michael Escalante took an unexpected path from aerospace engineering to hospitality, eventually serving as Hilton’s Global VP for the Center of Operational Excellence and the President of Operational Effectiveness at Hotel Asset Value Enhancement (hotelAVE). Today, he's the CEO and founder of R5 Hospitality Solutions. In this conversation, he shares how scientific thinking and people-first leadership helped him uncover hidden value, improve service, and deliver millions in labor savings across hundreds of hotels.

See Michael's posts on LinkedIn. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michael-escalante/ Josiah Mackenzie Buzzsprout-17693516 Tue, 19 Aug 2025 01:00:00 -0700 1053 full false AI Psychosis & Humanity in Hospitality Leadership - Sloan Dean AI Psychosis & Humanity in Hospitality Leadership - Sloan Dean In this episode, Josiah Mackenzie and Sloan Dean explore the concept of "AI psychosis" - how people's over-reliance on AI tools can cause them to lose touch with reality and critical thinking skills. They discuss the evolution of leadership from physical strength to IQ to emotional intelligence, and examine how the hospitality industry has a unique opportunity to preserve human connection and counter the isolating effects of our increasingly digital world. Sloan shares his concerns as both a CEO and father about what we might be losing as a society when we outsource too much of our thinking to artificial intelligence.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie and Sloan Dean explore the concept of "AI psychosis" - how people's over-reliance on AI tools can cause them to lose touch with reality and critical thinking skills. They discuss the evolution of leadership from physical strength to IQ to emotional intelligence, and examine how the hospitality industry has a unique opportunity to preserve human connection and counter the isolating effects of our increasingly digital world. Sloan shares his concerns as both a CEO and father about what we might be losing as a society when we outsource too much of our thinking to artificial intelligence.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sloan-dean-humanity-leadership/ Josiah Mackenzie Buzzsprout-17678214 Mon, 18 Aug 2025 01:00:00 -0700 422 full false Not Done: Sloan Dean After Remington - How He's Betting on Himself and What's Next Not Done: Sloan Dean After Remington - How He's Betting on Himself and What's Next In this episode, Sloan Dean shares why he stepped down as CEO of Remington Hospitality after eight transformative years, walking away to bet on himself as a founder and disruptor. He discusses enrolling in MIT AI courses, his philosophy on taking calculated risks, and why becoming CEO was never meant to be his "summit."

Resources mentioned:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sloan Dean shares why he stepped down as CEO of Remington Hospitality after eight transformative years, walking away to bet on himself as a founder and disruptor. He discusses enrolling in MIT AI courses, his philosophy on taking calculated risks, and why becoming CEO was never meant to be his "summit."

Resources mentioned:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sloan-dean-not-done/ Josiah Mackenzie Buzzsprout-17677525 Sat, 16 Aug 2025 01:00:00 -0700 1103 full false Hospitality's Innovation Gap (And How to Close It) - Sloan Dean Hospitality's Innovation Gap (And How to Close It) - Sloan Dean In this episode, Sloan Dean shares why curiosity and the willingness to keep learning might be the most important leadership trait in hospitality today. In a candid conversation, Sloan shares his view on the flat state of RevPAR, the generational gap slowing AI adoption, and why the industry risks falling behind if it only experiments on the fringes. Drawing on his own deep dive into AI education and lessons from other industries, he offers a challenge to rethink how we grow, lead, and adapt. 

Resources mentioned:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sloan Dean shares why curiosity and the willingness to keep learning might be the most important leadership trait in hospitality today. In a candid conversation, Sloan shares his view on the flat state of RevPAR, the generational gap slowing AI adoption, and why the industry risks falling behind if it only experiments on the fringes. Drawing on his own deep dive into AI education and lessons from other industries, he offers a challenge to rethink how we grow, lead, and adapt. 

Resources mentioned:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sloan-dean-innovation/ Josiah Mackenzie Buzzsprout-17677516 Fri, 15 Aug 2025 14:00:00 -0700 645 full false Why STR’s 40 Years of Proprietary Data Is Its Superpower in the AI Era Why STR’s 40 Years of Proprietary Data Is Its Superpower in the AI Era In this episode, STR President Amanda Hite shares how she’s thinking about the role artificial intelligence could play in the future of hospitality forecasting. Recorded at the 2025 Hotel Data Conference, this conversation explores why STR’s 40 years of proprietary hotel data remain its greatest advantage, how her team is cautiously testing AI tools without risking data integrity, and the opportunities AI presents for improving data onboarding and analysis. Amanda also explains why human judgment will always be essential in interpreting numbers and telling the story behind them. Hospitality leaders will come away with a clear understanding of what AI can — and can’t — do for forecasting, and how to integrate it effectively while maintaining trust in the results.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, STR President Amanda Hite shares how she’s thinking about the role artificial intelligence could play in the future of hospitality forecasting. Recorded at the 2025 Hotel Data Conference, this conversation explores why STR’s 40 years of proprietary hotel data remain its greatest advantage, how her team is cautiously testing AI tools without risking data integrity, and the opportunities AI presents for improving data onboarding and analysis. Amanda also explains why human judgment will always be essential in interpreting numbers and telling the story behind them. Hospitality leaders will come away with a clear understanding of what AI can — and can’t — do for forecasting, and how to integrate it effectively while maintaining trust in the results.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/str-ai/ Josiah Mackenzie Buzzsprout-17663117 Fri, 15 Aug 2025 01:00:00 -0700 599 full false The Real Purpose of Hotel Benchmarking - Amanda Hite, STR The Real Purpose of Hotel Benchmarking - Amanda Hite, STR In this episode, STR President Amanda Hite shares why benchmarking still matters in a hospitality market that feels like it changes every month. Recorded at the 2025 Hotel Data Conference, this conversation explores the “golden rule” of benchmarking, why consistency matters more than the specific numbers, and how hotel leaders can grow market share even when overall demand is flat. You’ll hear how to cut through the noise of rapid change, focus on what you can control, and use performance data to compete smarter—whether you’re running one property or an entire portfolio.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, STR President Amanda Hite shares why benchmarking still matters in a hospitality market that feels like it changes every month. Recorded at the 2025 Hotel Data Conference, this conversation explores the “golden rule” of benchmarking, why consistency matters more than the specific numbers, and how hotel leaders can grow market share even when overall demand is flat. You’ll hear how to cut through the noise of rapid change, focus on what you can control, and use performance data to compete smarter—whether you’re running one property or an entire portfolio.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/str-benchmarking/ Josiah Mackenzie Buzzsprout-17663103 Thu, 14 Aug 2025 01:00:00 -0700 451 full false Protecting Margins in the Profitability Squeeze of 2025 - Amanda Hite, STR Protecting Margins in the Profitability Squeeze of 2025 - Amanda Hite, STR In this episode, STR President Amanda Hite joins us to discuss the profitability pressures shaping hospitality in 2025, and what leaders can do about them. She explains why margins are shrinking despite strong demand, from ADR lagging behind inflation to rising labor costs, PIPs, and debt service challenges. Amanda also shares how STR’s new tools and global benchmarking capabilities are helping owners, operators, and brands align on data, make faster decisions, and protect the bottom line. This conversation offers practical insights for navigating today’s market and sustaining the business performance that makes great hospitality possible.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, STR President Amanda Hite joins us to discuss the profitability pressures shaping hospitality in 2025, and what leaders can do about them. She explains why margins are shrinking despite strong demand, from ADR lagging behind inflation to rising labor costs, PIPs, and debt service challenges. Amanda also shares how STR’s new tools and global benchmarking capabilities are helping owners, operators, and brands align on data, make faster decisions, and protect the bottom line. This conversation offers practical insights for navigating today’s market and sustaining the business performance that makes great hospitality possible.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/str-profitability-2025/ Josiah Mackenzie Buzzsprout-17649760 Wed, 13 Aug 2025 01:00:00 -0700 1018 full false Six Months of Challenges: STR President Amanda Hite on Hotels’ Short-Term Outlook Six Months of Challenges: STR President Amanda Hite on Hotels’ Short-Term Outlook In this episode, STR President Amanda Hite shares the latest forecast for the hotel industry on August 7, 2025. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, STR President Amanda Hite shares the latest forecast for the hotel industry on August 7, 2025. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/str-august-2025-forecast/ Josiah Mackenzie Buzzsprout-17645714 Tue, 12 Aug 2025 01:00:00 -0700 688 full false Calm Minds, Bold Moves: Amanda Hite on Leading STR Through Change Calm Minds, Bold Moves: Amanda Hite on Leading STR Through Change In this episode recorded at the 2025 Hotel Data Conference in Nashville, Josiah Mackenzie speaks to STR President Amanda Hite about the leadership lessons that have shaped her career. She recalls what she learned from STR founder Randy Smith’s humility, clarity, and ability to empower others — setting guardrails while encouraging smart risk-taking. Amanda then shares how she applies these principles today, balancing a calm, thoughtful presence with the need for speed and decisiveness in a fast-changing hospitality market. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode recorded at the 2025 Hotel Data Conference in Nashville, Josiah Mackenzie speaks to STR President Amanda Hite about the leadership lessons that have shaped her career. She recalls what she learned from STR founder Randy Smith’s humility, clarity, and ability to empower others — setting guardrails while encouraging smart risk-taking. Amanda then shares how she applies these principles today, balancing a calm, thoughtful presence with the need for speed and decisiveness in a fast-changing hospitality market. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/amanda-hite-leadership/ Josiah Mackenzie Buzzsprout-17645692 Mon, 11 Aug 2025 01:00:00 -0700 579 full false From Forts to Function: The Innovation Kids Love That Drives Repeat Stays - Saar Shai From Forts to Function: The Innovation Kids Love That Drives Repeat Stays - Saar Shai Saar Shai, co-founder of Wanderland, returns to share how a simple idea—born from watching his own kids on vacation—is changing the way hotels welcome families. (See our first conversation here.) Since our last conversation, Saar has been working with leading hotel brands to introduce “Screener,” a modular, themed room divider that gives kids their own space while improving the stay experience for parents.

We explore how this innovation solves a common operational challenge—limited connecting rooms—while creating memorable moments that drive guest loyalty. Saar also shares what he’s learned about building partnerships with creative hoteliers, the traits that make them open to new ideas, and why starting small often leads to the biggest wins.

If you want to delight your youngest guests, strengthen family loyalty, and spark more creativity in your operations, this conversation will give you ideas you can put to work today.

Links:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Saar Shai, co-founder of Wanderland, returns to share how a simple idea—born from watching his own kids on vacation—is changing the way hotels welcome families. (See our first conversation here.) Since our last conversation, Saar has been working with leading hotel brands to introduce “Screener,” a modular, themed room divider that gives kids their own space while improving the stay experience for parents.

We explore how this innovation solves a common operational challenge—limited connecting rooms—while creating memorable moments that drive guest loyalty. Saar also shares what he’s learned about building partnerships with creative hoteliers, the traits that make them open to new ideas, and why starting small often leads to the biggest wins.

If you want to delight your youngest guests, strengthen family loyalty, and spark more creativity in your operations, this conversation will give you ideas you can put to work today.

Links:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/saar-shai-wanderland/ Josiah Mackenzie Buzzsprout-17634408 Fri, 08 Aug 2025 12:00:00 -0700 1509 full false The Lantern Hotel: Pioneering Inclusive Employment in Hospitality - David Tart, Raines The Lantern Hotel: Pioneering Inclusive Employment in Hospitality - David Tart, Raines David Tart, Managing Partner at Raines, joins us to discuss The Lantern Hotel, an innovative hospitality project dedicated to creating inclusive employment opportunities. David explains how The Lantern not only transforms an old fire station in Columbia, South Carolina, into a vibrant hotel but also empowers individuals with intellectual disabilities. Hospitality leaders will gain insights into how intentional employment practices can impact communities and the hospitality industry as a whole.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> David Tart, Managing Partner at Raines, joins us to discuss The Lantern Hotel, an innovative hospitality project dedicated to creating inclusive employment opportunities. David explains how The Lantern not only transforms an old fire station in Columbia, South Carolina, into a vibrant hotel but also empowers individuals with intellectual disabilities. Hospitality leaders will gain insights into how intentional employment practices can impact communities and the hospitality industry as a whole.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/the-lantern/ Josiah Mackenzie Buzzsprout-17616075 Thu, 07 Aug 2025 01:00:00 -0700 825 full false Visibility as a Competitive Advantage: How Raines Wins by Showing Up - David Tart Visibility as a Competitive Advantage: How Raines Wins by Showing Up - David Tart David Tart, Managing Partner at Raines, shares how the practice of visibility drives the culture at his rapidly growing hospitality company. He dives deep into how Raines maintains its close-knit, relationship-driven culture through intentional leadership practices, especially during growth periods and acquisitions like the integration of HP Hotels. Listen in to discover how visibility, internal events, and cross-training initiatives create career opportunities and cultivate a unified team culture.

You may also like: Risk, Reward, and Relationships: David Tart’s Proven Playbook for Hospitality Success

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> David Tart, Managing Partner at Raines, shares how the practice of visibility drives the culture at his rapidly growing hospitality company. He dives deep into how Raines maintains its close-knit, relationship-driven culture through intentional leadership practices, especially during growth periods and acquisitions like the integration of HP Hotels. Listen in to discover how visibility, internal events, and cross-training initiatives create career opportunities and cultivate a unified team culture.

You may also like: Risk, Reward, and Relationships: David Tart’s Proven Playbook for Hospitality Success

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/david-tart-culture/ Buzzsprout-17615600 Wed, 06 Aug 2025 01:00:00 -0700 825 full false Risk, Reward, and Relationships: David Tart’s Proven Playbook for Hospitality Success Risk, Reward, and Relationships: David Tart’s Proven Playbook for Hospitality Success David Tart, Managing Partner at Raines, entered the hospitality industry by turning family farmland into his first Hampton Inn. Today, he leads development at Raines, an integrated hospitality company known for both branded and independent hotels. In this conversation, David shares key lessons from his career—particularly around risk-taking, relationship-building, and why trust is foundational in navigating the world of hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> David Tart, Managing Partner at Raines, entered the hospitality industry by turning family farmland into his first Hampton Inn. Today, he leads development at Raines, an integrated hospitality company known for both branded and independent hotels. In this conversation, David shares key lessons from his career—particularly around risk-taking, relationship-building, and why trust is foundational in navigating the world of hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/david-tart/ Josiah Mackenzie Buzzsprout-17615439 Tue, 05 Aug 2025 01:00:00 -0700 1035 full false Winning Without OTAs: How Unplugged Achieves 100% Direct Bookings by Creating a Brand Guests Love - Hector Hughes Winning Without OTAs: How Unplugged Achieves 100% Direct Bookings by Creating a Brand Guests Love - Hector Hughes In this episode, our guest experience correspondent, Danica Smith, speaks with Hector Hughes, co-founder of Unplugged, who shares how they have achieved the remarkable with 100% direct bookings and nearly full occupancy year-round -- all without relying on OTAs. Hector discusses Unplugged's unique approach to organic growth, the creative use of social media, and how building a movement rather than just a brand has driven their success. Hospitality leaders will gain fresh insights into how embracing authenticity and strategic marketing can boost direct demand and transform their businesses.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, our guest experience correspondent, Danica Smith, speaks with Hector Hughes, co-founder of Unplugged, who shares how they have achieved the remarkable with 100% direct bookings and nearly full occupancy year-round -- all without relying on OTAs. Hector discusses Unplugged's unique approach to organic growth, the creative use of social media, and how building a movement rather than just a brand has driven their success. Hospitality leaders will gain fresh insights into how embracing authenticity and strategic marketing can boost direct demand and transform their businesses.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/unplugged-business/ Josiah Mackenzie Buzzsprout-17605503 Mon, 04 Aug 2025 01:00:00 -0700 1288 full false Digital Detox Done Differently: How Hector Hughes Built Unplugged into a Hospitality Phenomenon Digital Detox Done Differently: How Hector Hughes Built Unplugged into a Hospitality Phenomenon In this episode, our guest experience correspondent, Danica Smith, speaks with Hector Hughes, co-founder of Unplugged: a hospitality concept transforming wellness travel through digital detox experiences. Hector shares why merely offering digital detox as a hotel amenity rarely succeeds, and reveals how Unplugged has built its entire guest experience around the power of disconnecting. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, our guest experience correspondent, Danica Smith, speaks with Hector Hughes, co-founder of Unplugged: a hospitality concept transforming wellness travel through digital detox experiences. Hector shares why merely offering digital detox as a hotel amenity rarely succeeds, and reveals how Unplugged has built its entire guest experience around the power of disconnecting. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-17605166 Sun, 03 Aug 2025 01:00:00 -0700 1414 full false How Chris Gilbert is Humanizing Government Through the Power of Hospitality How Chris Gilbert is Humanizing Government Through the Power of Hospitality Chris Gilbert, CEO of Springfield Township in Hamilton County, Ohio, and founder of Municipal Hospitality Advisors, shares how he's applying hospitality principles to transform local government. Chris reveals what inspired him to shift civic leadership from transactional interactions to meaningful moments of hospitality, highlighting practical ways he's building a people-focused culture within government operations. Listeners will learn how to effectively humanize their leadership approach, improve collaboration, and create organizations that people genuinely trust and value.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Chris Gilbert, CEO of Springfield Township in Hamilton County, Ohio, and founder of Municipal Hospitality Advisors, shares how he's applying hospitality principles to transform local government. Chris reveals what inspired him to shift civic leadership from transactional interactions to meaningful moments of hospitality, highlighting practical ways he's building a people-focused culture within government operations. Listeners will learn how to effectively humanize their leadership approach, improve collaboration, and create organizations that people genuinely trust and value.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/chris-gilbert/ Josiah Mackenzie Buzzsprout-17601288 Sat, 02 Aug 2025 01:00:00 -0700 1800 full false Inside Zara’s "Travel Mode": A Blueprint for Hospitality Innovation - Danica Smith Inside Zara’s "Travel Mode": A Blueprint for Hospitality Innovation - Danica Smith In this episode, Danica Smith, Hospitality Daily’s guest experience correspondent and founder of MorningStar GX, breaks down Zara's innovative "Travel Mode" initiative, demonstrating how hospitality leaders can draw inspiration from retail to rethink guest experiences. She highlights the importance of creative, cross-industry collaborations and addresses critical debates surrounding sustainability, brand alignment, and the future role of retail in hospitality. 

See Danica's post about Zara's "Travel Mode"

Hear our episodes on Saira Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Danica Smith, Hospitality Daily’s guest experience correspondent and founder of MorningStar GX, breaks down Zara's innovative "Travel Mode" initiative, demonstrating how hospitality leaders can draw inspiration from retail to rethink guest experiences. She highlights the importance of creative, cross-industry collaborations and addresses critical debates surrounding sustainability, brand alignment, and the future role of retail in hospitality. 

See Danica's post about Zara's "Travel Mode"

Hear our episodes on Saira Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/zara-travel-mode/ Josiah Mackenzie Buzzsprout-17596625 Fri, 01 Aug 2025 01:00:00 -0700 649 full false The Four Ps of Guest Experience: How to Know, Grow, Engage, and Include Your Guests - Danica Smith The Four Ps of Guest Experience: How to Know, Grow, Engage, and Include Your Guests - Danica Smith Danica Smith, Hospitality Daily’s guest experience correspondent and founder of MorningStar GX, returns to dive deeper into her innovative framework, The Four Ps of Guest Experience: Personal, Purposeful, Playful, and Participatory. In this episode, Danica breaks down each pillar with actionable insights, exploring why personalization must move beyond superficial data points, how travel can serve as a powerful catalyst for personal growth, and why playful, participatory experiences are key to guest loyalty today. Hospitality leaders looking to elevate their guest experiences and drive measurable business performance won't want to miss this conversation.

Read Danica's article: The New 4Ps of Guest Experience: Designing for Connection, Not Conversion

If you like this, you'll also love:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Danica Smith, Hospitality Daily’s guest experience correspondent and founder of MorningStar GX, returns to dive deeper into her innovative framework, The Four Ps of Guest Experience: Personal, Purposeful, Playful, and Participatory. In this episode, Danica breaks down each pillar with actionable insights, exploring why personalization must move beyond superficial data points, how travel can serve as a powerful catalyst for personal growth, and why playful, participatory experiences are key to guest loyalty today. Hospitality leaders looking to elevate their guest experiences and drive measurable business performance won't want to miss this conversation.

Read Danica's article: The New 4Ps of Guest Experience: Designing for Connection, Not Conversion

If you like this, you'll also love:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/danica-smith-gx-framework/ Buzzsprout-17590521 Thu, 31 Jul 2025 01:00:00 -0700 1235 full false Inside The Mind of Today's Traveler: How to Excel in Guest Experience in a New Era of Hospitality - Danica Smith Inside The Mind of Today's Traveler: How to Excel in Guest Experience in a New Era of Hospitality - Danica Smith Danica Smith, Hospitality Daily’s guest experience correspondent and founder of MorningStar GX, returns to share what she's learned from recent conversations with industry leaders and her consultancy work. She explains why guest expectations are evolving so rapidly, discusses key trends shaping guest experiences today, and provides real-world examples of personalization at its best. Danica also previews her "4 Ps" framework for guest experience, an influential tool hospitality leaders can use to design and deliver exceptional guest experiences.

Read Danica's article: The New 4Ps of Guest Experience: Designing for Connection, Not Conversion

If you like this, you'll also love:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Danica Smith, Hospitality Daily’s guest experience correspondent and founder of MorningStar GX, returns to share what she's learned from recent conversations with industry leaders and her consultancy work. She explains why guest expectations are evolving so rapidly, discusses key trends shaping guest experiences today, and provides real-world examples of personalization at its best. Danica also previews her "4 Ps" framework for guest experience, an influential tool hospitality leaders can use to design and deliver exceptional guest experiences.

Read Danica's article: The New 4Ps of Guest Experience: Designing for Connection, Not Conversion

If you like this, you'll also love:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/danica-smith-gx-2025/ Josiah Mackenzie Buzzsprout-17585253 Wed, 30 Jul 2025 01:00:00 -0700 835 full false Building a Workplace People Love: Inside Pacifica Hotels’ Playbook for Reducing Turnover - Scott Roby, Pacifica Hotels Building a Workplace People Love: Inside Pacifica Hotels’ Playbook for Reducing Turnover - Scott Roby, Pacifica Hotels Scott Roby, President of Pacifica Hotels, joins us to share the keys to building a workplace culture that reduces turnover and boosts hotel performance. He reveals Pacifica's innovative approach, from personalized employee experiences and thoughtful leadership retreats to candid, empathetic communication that leads to true employee engagement. Hospitality leaders will gain actionable insights into creating an environment where employees feel valued, leading to stronger retention, happier teams, and ultimately, better guest experiences and higher financial performance.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Scott Roby, President of Pacifica Hotels, joins us to share the keys to building a workplace culture that reduces turnover and boosts hotel performance. He reveals Pacifica's innovative approach, from personalized employee experiences and thoughtful leadership retreats to candid, empathetic communication that leads to true employee engagement. Hospitality leaders will gain actionable insights into creating an environment where employees feel valued, leading to stronger retention, happier teams, and ultimately, better guest experiences and higher financial performance.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/pacifica-hotels-people/ Josiah Mackenzie Buzzsprout-17572729 Tue, 29 Jul 2025 01:00:00 -0700 749 full false How Pacifica Hotels Is Boosting Profitability by Cutting Costs, Not Corners - Scott Roby, Pacifica Hotels How Pacifica Hotels Is Boosting Profitability by Cutting Costs, Not Corners - Scott Roby, Pacifica Hotels Scott Roby, President of Pacifica Hotels, shares how he's navigating the current economic environment by strategically cutting costs without sacrificing quality or guest experience. You'll learn about Pacifica’s innovative approach to profitability, including leveraging technology, creatively driving domestic travel demand, and uncovering overlooked operational savings. This episode offers practical insights for hospitality leaders seeking ways to boost margins and maintain excellence in a challenging market.

Also see: How Stories Unlock Success in Hospitality - Scott Roby


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Scott Roby, President of Pacifica Hotels, shares how he's navigating the current economic environment by strategically cutting costs without sacrificing quality or guest experience. You'll learn about Pacifica’s innovative approach to profitability, including leveraging technology, creatively driving domestic travel demand, and uncovering overlooked operational savings. This episode offers practical insights for hospitality leaders seeking ways to boost margins and maintain excellence in a challenging market.

Also see: How Stories Unlock Success in Hospitality - Scott Roby


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/pacifica-hotels-2025/ Josiah Mackenzie Buzzsprout-17563755 Mon, 28 Jul 2025 01:00:00 -0700 1297 full false High Stakes in the High Desert: The Untold Story of Building Reset - Joshua Tree's First Hotel in 15 Years (Adam Wininger and Shannon Ching) High Stakes in the High Desert: The Untold Story of Building Reset - Joshua Tree's First Hotel in 15 Years (Adam Wininger and Shannon Ching) In this episode, we go behind the scenes of Reset Hotel, the first new hotel built in Joshua Tree in over 15 years. Co-founder Adam Wininger and investor Shannon Ching of HP Investors share candid insights and practical lessons from their experience bringing this ambitious, outdoor-focused hotel concept to life. You'll hear why they chose hotels over Airbnb, how trust shaped their partnerships, and why understanding guests' desires ultimately defined Reset’s success.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we go behind the scenes of Reset Hotel, the first new hotel built in Joshua Tree in over 15 years. Co-founder Adam Wininger and investor Shannon Ching of HP Investors share candid insights and practical lessons from their experience bringing this ambitious, outdoor-focused hotel concept to life. You'll hear why they chose hotels over Airbnb, how trust shaped their partnerships, and why understanding guests' desires ultimately defined Reset’s success.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/reset-hotel/ Josiah Mackenzie Buzzsprout-17562355 Sun, 27 Jul 2025 01:00:00 -0700 2284 full false Finding Creative Inspiration Beyond Hospitality: How Sage’s Chief Creative Officer Stays Ahead - Jessica Werner, Sage Hospitality Group Finding Creative Inspiration Beyond Hospitality: How Sage’s Chief Creative Officer Stays Ahead - Jessica Werner, Sage Hospitality Group In this episode, Sage Hospitality Group’s Chief Creative Officer, Jessica Werner, shares her approach to finding fresh creative inspiration by looking beyond the hospitality industry. She explains why seeking inspiration from art, nature, music, and even wine-making can unlock powerful new ideas for hospitality leaders. If you're looking to stay inspired, avoid creative burnout, and bring truly innovative thinking into your work, you’ll love her perspective and practical tips.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sage Hospitality Group’s Chief Creative Officer, Jessica Werner, shares her approach to finding fresh creative inspiration by looking beyond the hospitality industry. She explains why seeking inspiration from art, nature, music, and even wine-making can unlock powerful new ideas for hospitality leaders. If you're looking to stay inspired, avoid creative burnout, and bring truly innovative thinking into your work, you’ll love her perspective and practical tips.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jess-werner-inspiration/ Buzzsprout-17560428 Sat, 26 Jul 2025 01:00:00 -0700 481 full false AI in Hospitality: How Sage’s Chief Creative Officer Uses Tech Without Losing the Human Touch - Jessica Werner, Sage Hospitality Group AI in Hospitality: How Sage’s Chief Creative Officer Uses Tech Without Losing the Human Touch - Jessica Werner, Sage Hospitality Group In this episode, Jess Werner, Chief Creative Officer at Sage Hospitality Group,  explores how AI is reshaping hospitality without losing its essential human touch. Jess explains how Sage integrates AI to enhance operational efficiency and brand consistency, from refining marketing strategies to maintaining impeccable guest experiences. Yet, she emphasizes that technology must complement, not replace, genuine human connection and creativity. Jess also shares why authentic, experiential hospitality will become even more valuable in an AI-driven future, underscoring the lasting importance of spaces that truly resonate with people.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jess Werner, Chief Creative Officer at Sage Hospitality Group,  explores how AI is reshaping hospitality without losing its essential human touch. Jess explains how Sage integrates AI to enhance operational efficiency and brand consistency, from refining marketing strategies to maintaining impeccable guest experiences. Yet, she emphasizes that technology must complement, not replace, genuine human connection and creativity. Jess also shares why authentic, experiential hospitality will become even more valuable in an AI-driven future, underscoring the lasting importance of spaces that truly resonate with people.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jess-werner-ai/ Buzzsprout-17560432 Fri, 25 Jul 2025 06:00:00 -0700 496 full false From Grand Lobbies to Micro Living: Inside A Few of Sage Hospitality’s Innovative Denver Projects - Jessica Werner, Sage Hospitality Group From Grand Lobbies to Micro Living: Inside A Few of Sage Hospitality’s Innovative Denver Projects - Jessica Werner, Sage Hospitality Group So far in our series with Jess Werner, we've explored her path to becoming Chief Creative Officer at Sage Hospitality Group and learned about Sage Studio, the innovative in-house design team she's built. Today, we dive even deeper, taking you behind the scenes of Sage Hospitality’s standout Denver projects—from the community-driven luxury of the Crawford Hotel at Union Station to the compact creativity and modular innovations of Catbird Hotel. 

You may also enjoy: The Dana Crawford Playbook: How Risk, Storytelling, and Grit Built Iconic Hospitality - Walter Isenberg, Sage Hospitality Group

More:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> So far in our series with Jess Werner, we've explored her path to becoming Chief Creative Officer at Sage Hospitality Group and learned about Sage Studio, the innovative in-house design team she's built. Today, we dive even deeper, taking you behind the scenes of Sage Hospitality’s standout Denver projects—from the community-driven luxury of the Crawford Hotel at Union Station to the compact creativity and modular innovations of Catbird Hotel. 

You may also enjoy: The Dana Crawford Playbook: How Risk, Storytelling, and Grit Built Iconic Hospitality - Walter Isenberg, Sage Hospitality Group

More:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sage-denver-projects/ Buzzsprout-17560430 Fri, 25 Jul 2025 05:00:00 -0700 749 full false Inside Sage Studio: How Our Creative Concepts Become Beloved Places - Jessica Werner, Sage Hospitality Group Inside Sage Studio: How Our Creative Concepts Become Beloved Places - Jessica Werner, Sage Hospitality Group In this episode, Jess Werner, Chief Creative Officer at Sage Hospitality Group, takes us behind the scenes of Sage Studio, the innovative team responsible for shaping hotels and restaurants into thriving, beloved hospitality brands. Jess shares her approach to aligning creativity, authenticity, and strategic clarity to build places that not only resonate with guests but also deeply connect with teams and communities. 

You may also enjoy: 

  1. Creativity Beyond Aesthetics: How Sage Hospitality’s Jessica Werner Designs Spaces for Profit and Community
  2. Crafting Places Guests Remember: Inside Sage Studio’s Story-First Approach - Walter Isenberg, Sage Hospitality Group


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jess Werner, Chief Creative Officer at Sage Hospitality Group, takes us behind the scenes of Sage Studio, the innovative team responsible for shaping hotels and restaurants into thriving, beloved hospitality brands. Jess shares her approach to aligning creativity, authenticity, and strategic clarity to build places that not only resonate with guests but also deeply connect with teams and communities. 

You may also enjoy: 

  1. Creativity Beyond Aesthetics: How Sage Hospitality’s Jessica Werner Designs Spaces for Profit and Community
  2. Crafting Places Guests Remember: Inside Sage Studio’s Story-First Approach - Walter Isenberg, Sage Hospitality Group


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sage-studio/ Josiah Mackenzie Buzzsprout-17554677 Thu, 24 Jul 2025 01:00:00 -0700 896 full false Creativity Beyond Aesthetics: How Sage Hospitality’s Jessica Werner Designs Spaces for Profit and Community Creativity Beyond Aesthetics: How Sage Hospitality’s Jessica Werner Designs Spaces for Profit and Community Jessica Werner has one of the most intriguing roles in hospitality: as Chief Creative Officer at Sage Hospitality Group, she designs spaces that go far beyond just looking good. In this episode, Jess explains how her operational background shapes her creative approach, resulting in hospitality projects that deliver both profit and community impact. She shares why great design must start with business strategy, how placemaking creates meaningful connections, and how Sage’s creativity consistently translates into measurable returns.

If you liked this, check out my conversations with Sage Hospitality co-founder and CEO, Walter Isenberg.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Jessica Werner has one of the most intriguing roles in hospitality: as Chief Creative Officer at Sage Hospitality Group, she designs spaces that go far beyond just looking good. In this episode, Jess explains how her operational background shapes her creative approach, resulting in hospitality projects that deliver both profit and community impact. She shares why great design must start with business strategy, how placemaking creates meaningful connections, and how Sage’s creativity consistently translates into measurable returns.

If you liked this, check out my conversations with Sage Hospitality co-founder and CEO, Walter Isenberg.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jessica-werner/ Josiah Mackenzie Buzzsprout-17548755 Wed, 23 Jul 2025 01:00:00 -0700 888 full false The People Side of Data: How We Spend Less Time on Reports, More Time with Guests (And Still Thrive) - Shozib Khan, Spire Hospitality The People Side of Data: How We Spend Less Time on Reports, More Time with Guests (And Still Thrive) - Shozib Khan, Spire Hospitality In this episode, Shozib Khan, VP of Hotel Performance and Analytics at Spire Hospitality, shares what he calls "the people side of data" and his approach to freeing hoteliers from being overwhelmed by reports, empowering them to focus on their guests and support their teams. 

Learn more about ProfitSword by Actabl - the tool Shozib mentioned several times in the show.

Also see: The Chemistry Major Who Makes Hotels Better, One Data Point at a Time: Shozib Khan, Spire Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Shozib Khan, VP of Hotel Performance and Analytics at Spire Hospitality, shares what he calls "the people side of data" and his approach to freeing hoteliers from being overwhelmed by reports, empowering them to focus on their guests and support their teams. 

Learn more about ProfitSword by Actabl - the tool Shozib mentioned several times in the show.

Also see: The Chemistry Major Who Makes Hotels Better, One Data Point at a Time: Shozib Khan, Spire Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/shozib-khan-spire-hospitality/ Josiah Mackenzie Buzzsprout-17542070 Tue, 22 Jul 2025 01:00:00 -0700 1642 full false The Chemistry Major Who Makes Hotels Better, One Data Point at a Time: Shozib Khan, Spire Hospitality The Chemistry Major Who Makes Hotels Better, One Data Point at a Time: Shozib Khan, Spire Hospitality In this episode, Shozib Khan, VP of Hotel Performance and Analytics at Spire Hospitality, shares his unique journey from studying chemistry to improving hotel performance through data-driven insights. Shozib reveals how applying a scientific mindset and curiosity helped him identify hidden operational problems and enhance guest and employee experiences. By combining analytical rigor with human-centered innovation, Shozib demonstrates how hospitality leaders can effectively use data to solve real-world challenges, empowering teams and driving success, one insight at a time.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Shozib Khan, VP of Hotel Performance and Analytics at Spire Hospitality, shares his unique journey from studying chemistry to improving hotel performance through data-driven insights. Shozib reveals how applying a scientific mindset and curiosity helped him identify hidden operational problems and enhance guest and employee experiences. By combining analytical rigor with human-centered innovation, Shozib demonstrates how hospitality leaders can effectively use data to solve real-world challenges, empowering teams and driving success, one insight at a time.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/shozib-khan/ Josiah Mackenzie Buzzsprout-17534988 Mon, 21 Jul 2025 01:00:00 -0700 940 full false RTRX: Suraj Hinduja on Designing Events That Spark Connection, Curiosity, and Impact RTRX: Suraj Hinduja on Designing Events That Spark Connection, Curiosity, and Impact In this episode, Suraj Hinduja, Managing Director of RTRX, shares how he and his team at Rockbridge are rethinking events by creating experiences centered around curiosity, connection, and impact. Originally inspired by the desire to support cancer research, RTRX has evolved from a small hospitality-focused gathering into a multi-day, cross-industry event intentionally designed to spark spontaneous discovery and meaningful interactions. Listen to learn how Suraj and RTRX use hospitality principles to inspire attendees, foster deeper connections, and drive positive action -- and why creating opportunities for serendipity might matter more now than ever.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Suraj Hinduja, Managing Director of RTRX, shares how he and his team at Rockbridge are rethinking events by creating experiences centered around curiosity, connection, and impact. Originally inspired by the desire to support cancer research, RTRX has evolved from a small hospitality-focused gathering into a multi-day, cross-industry event intentionally designed to spark spontaneous discovery and meaningful interactions. Listen to learn how Suraj and RTRX use hospitality principles to inspire attendees, foster deeper connections, and drive positive action -- and why creating opportunities for serendipity might matter more now than ever.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/rtrx-suraj-hinduja/ Josiah Mackenzie Buzzsprout-17532682 Sun, 20 Jul 2025 15:00:00 -0700 2369 full false The Power of Saying Yes: How Sarah Dinger Turned Opportunities into Hospitality Leadership The Power of Saying Yes: How Sarah Dinger Turned Opportunities into Hospitality Leadership In this episode, Sarah Dinger, the first employee and now Executive Vice President of Franchise Operations at My Place Hotels, shares her advice on accelerating your hospitality career by embracing opportunities—even uncomfortable ones—and the critical role mentorship plays in professional growth. 

She also provides an exclusive behind-the-scenes perspective from her role as Chair of AHLA’s ForWard Advisory Committee, highlighting how women are reshaping leadership in the hospitality industry. This conversation will inspire you to take the next step and grow as a leader.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sarah Dinger, the first employee and now Executive Vice President of Franchise Operations at My Place Hotels, shares her advice on accelerating your hospitality career by embracing opportunities—even uncomfortable ones—and the critical role mentorship plays in professional growth. 

She also provides an exclusive behind-the-scenes perspective from her role as Chair of AHLA’s ForWard Advisory Committee, highlighting how women are reshaping leadership in the hospitality industry. This conversation will inspire you to take the next step and grow as a leader.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sarah-dinger-career/ Josiah Mackenzie Buzzsprout-17493202 Sat, 19 Jul 2025 01:00:00 -0700 875 full false Building Trust, Boosting Profit: My Place Hotels’ Owner Engagement Playbook - Sarah Dinger Building Trust, Boosting Profit: My Place Hotels’ Owner Engagement Playbook - Sarah Dinger In this episode, Sarah Dinger, Executive Vice President of Franchise Operations at My Place Hotels, shares how they build strong, profitable relationships with hotel owners. Learn how Sarah and her team engage owners strategically, using technology to drive bottom-line results and deliver value for all stakeholders.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sarah Dinger, Executive Vice President of Franchise Operations at My Place Hotels, shares how they build strong, profitable relationships with hotel owners. Learn how Sarah and her team engage owners strategically, using technology to drive bottom-line results and deliver value for all stakeholders.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/my-place-hotels-owners/ Josiah Mackenzie Buzzsprout-17493198 Fri, 18 Jul 2025 01:00:00 -0700 689 full false HotelData.com is Live: Sarah McCay Tams & Josiah Mackenzie on the Power of Hotel Performance Data and Storytelling HotelData.com is Live: Sarah McCay Tams & Josiah Mackenzie on the Power of Hotel Performance Data and Storytelling In this episode, Sarah McCay Tams, Head of Editorial at Actabl, joins Josiah Mackenzie to discuss the launch of HotelData.com and insights from their new 2025-2026 budgeting guide. The conversation explores how hotels are managing a gap between budgeted and actual RevPAR performance, while maintaining ADR discipline and successfully hitting gross operating profit targets through strategic cost management. Sarah also shares her journey from radio journalism to hospitality media and explains how data storytelling connects to the human side of hospitality operations.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sarah McCay Tams, Head of Editorial at Actabl, joins Josiah Mackenzie to discuss the launch of HotelData.com and insights from their new 2025-2026 budgeting guide. The conversation explores how hotels are managing a gap between budgeted and actual RevPAR performance, while maintaining ADR discipline and successfully hitting gross operating profit targets through strategic cost management. Sarah also shares her journey from radio journalism to hospitality media and explains how data storytelling connects to the human side of hospitality operations.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sarah-mccay-tams-hoteldata/ Josiah Mackenzie Buzzsprout-17509038 Thu, 17 Jul 2025 06:00:00 -0700 1548 full false How My Place Hotels Uses Training & Development to Drive Guest Loyalty and Business Growth - Sarah Dinger, My Place Hotels How My Place Hotels Uses Training & Development to Drive Guest Loyalty and Business Growth - Sarah Dinger, My Place Hotels In this episode, Sarah Dinger, Executive Vice President of Franchise Operations at My Place Hotels, shares how training and development drive guest satisfaction and fuel business growth. Sarah explains the innovative approach her team takes, including a dedicated group that regularly visits properties to ensure consistent excellence. Learn how investing in people directly impacts guest loyalty and long-term success.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sarah Dinger, Executive Vice President of Franchise Operations at My Place Hotels, shares how training and development drive guest satisfaction and fuel business growth. Sarah explains the innovative approach her team takes, including a dedicated group that regularly visits properties to ensure consistent excellence. Learn how investing in people directly impacts guest loyalty and long-term success.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/my-place-training/ Josiah Mackenzie Buzzsprout-17493194 Thu, 17 Jul 2025 01:00:00 -0700 724 full false Frontline First: How We Built a Strong Hospitality Brand Through Operational Culture - Sarah Dinger, My Place Hotels Frontline First: How We Built a Strong Hospitality Brand Through Operational Culture - Sarah Dinger, My Place Hotels In this episode, Sarah Dinger, the first employee and now Executive Vice President of Franchise Operations at My Place Hotels, shares how operational culture and empowering frontline associates have driven the rapid growth and success of their brand. 

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sarah Dinger, the first employee and now Executive Vice President of Franchise Operations at My Place Hotels, shares how operational culture and empowering frontline associates have driven the rapid growth and success of their brand. 

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/my-place-hotels-operations/ Josiah Mackenzie Buzzsprout-17493178 Wed, 16 Jul 2025 01:00:00 -0700 449 full false How Sarah Dinger Helped Build My Place Hotels As Employee #1 How Sarah Dinger Helped Build My Place Hotels As Employee #1 Sarah Dinger, the first employee and now Executive Vice President of Franchise Operations at My Place Hotels, shares how she helped build one of America's fastest-growing hotel brands from the ground up. In this episode, Sarah discusses the crucial decisions, early strategies, and core principles, such as human-centered hospitality, that shaped My Place’s remarkable growth story.

You may also like: How We Built an Extended-Stay Hotel Empire from the Ground Up (Ryan Rivett, My Place Hotels)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Sarah Dinger, the first employee and now Executive Vice President of Franchise Operations at My Place Hotels, shares how she helped build one of America's fastest-growing hotel brands from the ground up. In this episode, Sarah discusses the crucial decisions, early strategies, and core principles, such as human-centered hospitality, that shaped My Place’s remarkable growth story.

You may also like: How We Built an Extended-Stay Hotel Empire from the Ground Up (Ryan Rivett, My Place Hotels)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sarah-dinger-my-place-hotels/ Josiah Mackenzie Buzzsprout-17489867 Tue, 15 Jul 2025 01:00:00 -0700 1139 full false AI Experimentation in Hospitality and Beyond: Practical Ideas for Immediate Impact - Chris Kluis AI Experimentation in Hospitality and Beyond: Practical Ideas for Immediate Impact - Chris Kluis In this episode, Chris Kluis, VP of Product Operations & Data at Actabl, discusses his family's unique history with artificial intelligence, how early curiosity sparked his career journey, and why experimentation matters more than theory. Chris provides practical advice for hospitality professionals looking to start leveraging AI today, shares lessons from implementing AI at scale, and explores how digitization, effective prompting, and careful data management can unlock real business value.

We cover:

  • 0:00 – Intro
  • 01:35 – How it started: Chris’s family history with AI
  • 07:33 – What is AI? Definition and how it works
  • 09:54 – Use case: AI for advertising
  • 11:58 – Starting with personal AI use cases
  • 13:43 – Encouraging curiosity and learning
  • 14:57 – Personalized podcasts with NotebookLM
  • 16:21 – AI podcasts replacing humans?
  • 17:21 – Trust and AI
  • 19:08 – Importance of “Human in the loop”
  • 20:22 – HITEC 2025: AI in hotel tech today
  • 23:21 – Can AI expand opportunities?
  • 25:36 – Hoteliers: Start by digitizing workflows
  • 29:13 – “Treat AI like a new employee”
  • 33:17 – Higher-order thinking and AI
  • 35:51 – Building repeatable AI systems
  • 36:56 – ChatGPT vs Gemini vs other LLMs
  • 39:56 – What makes a good AI prompt?
  • 41:26 – Juxtaposition of new vs old
  • 44:21 – Skills to develop to stay relevant
  • 46:18 – Personal and professional next steps
  • 49:03 – Voice-powered AI
  • 50:50 – Corporate AI policies
  • 51:58 – Where Chris learns about AI
  • 54:26 – How AI will shape life and work

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Chris Kluis, VP of Product Operations & Data at Actabl, discusses his family's unique history with artificial intelligence, how early curiosity sparked his career journey, and why experimentation matters more than theory. Chris provides practical advice for hospitality professionals looking to start leveraging AI today, shares lessons from implementing AI at scale, and explores how digitization, effective prompting, and careful data management can unlock real business value.

We cover:

  • 0:00 – Intro
  • 01:35 – How it started: Chris’s family history with AI
  • 07:33 – What is AI? Definition and how it works
  • 09:54 – Use case: AI for advertising
  • 11:58 – Starting with personal AI use cases
  • 13:43 – Encouraging curiosity and learning
  • 14:57 – Personalized podcasts with NotebookLM
  • 16:21 – AI podcasts replacing humans?
  • 17:21 – Trust and AI
  • 19:08 – Importance of “Human in the loop”
  • 20:22 – HITEC 2025: AI in hotel tech today
  • 23:21 – Can AI expand opportunities?
  • 25:36 – Hoteliers: Start by digitizing workflows
  • 29:13 – “Treat AI like a new employee”
  • 33:17 – Higher-order thinking and AI
  • 35:51 – Building repeatable AI systems
  • 36:56 – ChatGPT vs Gemini vs other LLMs
  • 39:56 – What makes a good AI prompt?
  • 41:26 – Juxtaposition of new vs old
  • 44:21 – Skills to develop to stay relevant
  • 46:18 – Personal and professional next steps
  • 49:03 – Voice-powered AI
  • 50:50 – Corporate AI policies
  • 51:58 – Where Chris learns about AI
  • 54:26 – How AI will shape life and work

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ai-hospitality-chris-kluis/ Josiah Mackenzie Buzzsprout-17486370 Mon, 14 Jul 2025 01:00:00 -0700 3530 full false Why Mentorship Matters Now More Than Ever - Ryan Bukstein Why Mentorship Matters Now More Than Ever - Ryan Bukstein In this episode, Ryan Bukstein shares what he's learned about the power of mentorship: both being mentored and mentoring others.

Resources:

If you or someone you know is struggling, get help:

Hear other episodes with Ryan here:

Learn more about Ryan's firm, SMPL, here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ryan Bukstein shares what he's learned about the power of mentorship: both being mentored and mentoring others.

Resources:

If you or someone you know is struggling, get help:

Hear other episodes with Ryan here:

Learn more about Ryan's firm, SMPL, here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ryan-bukstein-mentorship/ Josiah Mackenzie Buzzsprout-17452273 Sat, 12 Jul 2025 01:00:00 -0700 787 full false The Art of Turning Curiosity into Brand Equity: Lessons from Ace Hotel to Vacation & Beyond - Ryan Bukstein The Art of Turning Curiosity into Brand Equity: Lessons from Ace Hotel to Vacation & Beyond - Ryan Bukstein In this episode, Ryan Bukstein shares the behind-the-scenes process of how brands like Ace Hotel and Vacation were built, showing how curiosity, experimentation, and unexpected collaborations drove their groundbreaking approaches. Ryan reveals how Ace Hotel thrived by challenging industry norms, embracing cultural programming, and forging authentic partnerships, like its notable collaboration with Converse. He illustrates how these same principles allowed Vacation to redefine sunscreen as a playful, nostalgic experience. This conversation offers a rare look into the strategic creativity, ecosystem leveraging, and relationship-building that made these brands resonate deeply within their communities and industries.

Learn more about Ryan's firm, SMPL, here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ryan Bukstein shares the behind-the-scenes process of how brands like Ace Hotel and Vacation were built, showing how curiosity, experimentation, and unexpected collaborations drove their groundbreaking approaches. Ryan reveals how Ace Hotel thrived by challenging industry norms, embracing cultural programming, and forging authentic partnerships, like its notable collaboration with Converse. He illustrates how these same principles allowed Vacation to redefine sunscreen as a playful, nostalgic experience. This conversation offers a rare look into the strategic creativity, ecosystem leveraging, and relationship-building that made these brands resonate deeply within their communities and industries.

Learn more about Ryan's firm, SMPL, here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ryan-bukstein-brand/ Josiah Mackenzie Buzzsprout-17452276 Fri, 11 Jul 2025 01:00:00 -0700 900 full false Ace Hotel’s Early Days: Punk Spirit and Hospitality Innovation - Ryan Bukstein Ace Hotel’s Early Days: Punk Spirit and Hospitality Innovation - Ryan Bukstein In this episode, Ryan Bukstein shares the behind-the-scenes story of Ace Hotel’s early days and how the punk, DIY spirit of Seattle’s cultural scene influenced its groundbreaking approach to hospitality. Ryan takes us back to when he joined Ace founder Alex Calderwood as an intern and reveals how Ace Hotel became a magnet for creative talent, driven by curiosity, mentorship, and a willingness to break traditional industry norms. He explains the unconventional strategies that enabled Ace to deeply connect with local communities and create vibrant cultural hubs far beyond what others were doing. This conversation provides a rare glimpse into how innovation and creativity shaped one of hospitality's most iconic brands.

Learn more about Ryan's firm, SMPL, here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ryan Bukstein shares the behind-the-scenes story of Ace Hotel’s early days and how the punk, DIY spirit of Seattle’s cultural scene influenced its groundbreaking approach to hospitality. Ryan takes us back to when he joined Ace founder Alex Calderwood as an intern and reveals how Ace Hotel became a magnet for creative talent, driven by curiosity, mentorship, and a willingness to break traditional industry norms. He explains the unconventional strategies that enabled Ace to deeply connect with local communities and create vibrant cultural hubs far beyond what others were doing. This conversation provides a rare glimpse into how innovation and creativity shaped one of hospitality's most iconic brands.

Learn more about Ryan's firm, SMPL, here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ace-hotel-ryan-bukstein/ Josiah Mackenzie Buzzsprout-17449144 Thu, 10 Jul 2025 01:00:00 -0700 1906 full false How citizenM Reinvented Hotel Loyalty (And Signed Up 50,000+ Subscribers) - Lennert de Jong How citizenM Reinvented Hotel Loyalty (And Signed Up 50,000+ Subscribers) - Lennert de Jong In this episode, citizenM CEO Lennert de Jong shares with our innovation correspondent, Matthias Hüttebräuker, how citizenM transformed the traditional hotel loyalty model by launching a subscription program inspired by Amazon Prime and Netflix. Lennert explains how his team developed the subscription concept during COVID, initially as a response to occupancy challenges, and how it evolved into a highly successful model, signing up more than 50,000 subscribers and continuing to grow. He discusses the strategic shift from transactional rewards toward building genuine customer relationships, how citizenM identified customer pain points to create attractive benefits, and why subscription-based loyalty offers deeper value and engagement than traditional points systems. This conversation provides practical insights for hospitality leaders seeking innovative ways to strengthen guest loyalty and drive business growth.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, citizenM CEO Lennert de Jong shares with our innovation correspondent, Matthias Hüttebräuker, how citizenM transformed the traditional hotel loyalty model by launching a subscription program inspired by Amazon Prime and Netflix. Lennert explains how his team developed the subscription concept during COVID, initially as a response to occupancy challenges, and how it evolved into a highly successful model, signing up more than 50,000 subscribers and continuing to grow. He discusses the strategic shift from transactional rewards toward building genuine customer relationships, how citizenM identified customer pain points to create attractive benefits, and why subscription-based loyalty offers deeper value and engagement than traditional points systems. This conversation provides practical insights for hospitality leaders seeking innovative ways to strengthen guest loyalty and drive business growth.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/lennert-de-jong-subscriptions/ Josiah Mackenzie Buzzsprout-17443011 Wed, 09 Jul 2025 01:00:00 -0700 973 full false citizenM CEO on the Future of Hotel Tech, AI, and Guest Experience: Lennert de Jong citizenM CEO on the Future of Hotel Tech, AI, and Guest Experience: Lennert de Jong In this episode, citizenM CEO Lennert de Jong shares his vision with our innovation correspondent, Matthias Hüttebräuker, on how hotel technology, AI, and guest interactions are rapidly evolving. He explains why traditional hotel processes—from front desk check-ins to booking—are ripe for reinvention, detailing how citizenM is using integrated technology and AI to streamline guest experiences and remove friction. Lennert emphasizes the necessity of automating repetitive tasks to empower hospitality staff to focus on human interactions, creating personalized moments that matter. He also discusses the shifts underway in hotel discovery and distribution, driven by generative AI, and predicts significant changes in how guests find and select hotels in the near future.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, citizenM CEO Lennert de Jong shares his vision with our innovation correspondent, Matthias Hüttebräuker, on how hotel technology, AI, and guest interactions are rapidly evolving. He explains why traditional hotel processes—from front desk check-ins to booking—are ripe for reinvention, detailing how citizenM is using integrated technology and AI to streamline guest experiences and remove friction. Lennert emphasizes the necessity of automating repetitive tasks to empower hospitality staff to focus on human interactions, creating personalized moments that matter. He also discusses the shifts underway in hotel discovery and distribution, driven by generative AI, and predicts significant changes in how guests find and select hotels in the near future.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/lennert-de-jong-tech/ Josiah Mackenzie Buzzsprout-17442978 Tue, 08 Jul 2025 01:00:00 -0700 1222 full false citizenM CEO: Why We Sold to Marriott (And What's Next) - Lennert de Jong citizenM CEO: Why We Sold to Marriott (And What's Next) - Lennert de Jong citizenM CEO Lennert de Jong joins our innovation correspondent Matthias Hüttebräuker to discuss citizenM's strategic sale to Marriott, future growth, and implications for the hotel industry. Learn how this deal accelerates global expansion, leverages Marriott’s Bonvoy loyalty program, maintains citizenM's unique brand identity, and integrates operational excellence with technological innovation.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> citizenM CEO Lennert de Jong joins our innovation correspondent Matthias Hüttebräuker to discuss citizenM's strategic sale to Marriott, future growth, and implications for the hotel industry. Learn how this deal accelerates global expansion, leverages Marriott’s Bonvoy loyalty program, maintains citizenM's unique brand identity, and integrates operational excellence with technological innovation.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/citizenm-marriott/ Josiah Mackenzie Buzzsprout-17404694 Mon, 07 Jul 2025 01:00:00 -0700 1117 full false Winning as a Team: What Baseball Can Teach Hospitality Leaders About Culture and Performance - Edward Mady Winning as a Team: What Baseball Can Teach Hospitality Leaders About Culture and Performance - Edward Mady In this episode, Edward Mady shares what he's learned from baseball.

Learn more about Edward's new book, Honing the Human Edge.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Edward Mady shares what he's learned from baseball.

Learn more about Edward's new book, Honing the Human Edge.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/edward-mady-baseball/ Josiah Mackenzie Buzzsprout-17446596 Sat, 05 Jul 2025 01:00:00 -0700 329 full false Creating a Culture of Welcome: How We Engaged Employees to Delight Guests - Edward Mady Creating a Culture of Welcome: How We Engaged Employees to Delight Guests - Edward Mady In this episode, Edward Mady shares what he has learned about creating a culture of welcome throughout every part of a hotel business. 

Read Edward's article on Harvard Business Review: How Luxury Brands Can Motivate Service Employees

Learn more about Edward's new book, Honing the Human Edge.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Edward Mady shares what he has learned about creating a culture of welcome throughout every part of a hotel business. 

Read Edward's article on Harvard Business Review: How Luxury Brands Can Motivate Service Employees

Learn more about Edward's new book, Honing the Human Edge.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/edward-mady-welcome/ Josiah Mackenzie Buzzsprout-17446586 Fri, 04 Jul 2025 01:00:00 -0700 884 full false Thriving Under Fire: How Strong Leaders Navigate Crisis with Clarity, Character, and Culture - Edward Mady Thriving Under Fire: How Strong Leaders Navigate Crisis with Clarity, Character, and Culture - Edward Mady In this episode, Edward Mady shares what he's learned about leading through crisis.

Learn more about Edward's new book, Honing the Human Edge.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Edward Mady shares what he's learned about leading through crisis.

Learn more about Edward's new book, Honing the Human Edge.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/edward-mady-crisis/ Josiah Mackenzie Buzzsprout-17427984 Thu, 03 Jul 2025 01:00:00 -0700 544 full false Leading Under Pressure, Building Relationships & the Power of Fellowship in Hospitality - Edward Mady Leading Under Pressure, Building Relationships & the Power of Fellowship in Hospitality - Edward Mady In this episode, Edward Mady shares some things he's learned about leadership, relationship building, and the joy of friendship and fellowship in the world of hospitality.

Learn more about Edward's new book, Honing the Human Edge.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Edward Mady shares some things he's learned about leadership, relationship building, and the joy of friendship and fellowship in the world of hospitality.

Learn more about Edward's new book, Honing the Human Edge.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/edward-mady-leadership/ Josiah Mackenzie Buzzsprout-17427983 Wed, 02 Jul 2025 01:00:00 -0700 426 full false Ritz Carlton Founder Horst Schulze Made Me a GM at 36: Here's What I Learned - Edward Mady Ritz Carlton Founder Horst Schulze Made Me a GM at 36: Here's What I Learned - Edward Mady In this episode, Edward Mady shares his experience working for Ritz Carlton founder Horst Schulze.

Listen to our series with Horst Schulze here.

Learn more about Edward's new book, Honing the Human Edge.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Edward Mady shares his experience working for Ritz Carlton founder Horst Schulze.

Listen to our series with Horst Schulze here.

Learn more about Edward's new book, Honing the Human Edge.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/edward-mady-horst-schulze/ Josiah Mackenzie Buzzsprout-17427074 Tue, 01 Jul 2025 01:00:00 -0700 528 full false From Fear to Respect: Leadership Lessons from Working with the "Queen of Mean" - Edward Mady From Fear to Respect: Leadership Lessons from Working with the "Queen of Mean" - Edward Mady In this episode, Edward Mady shares his experience working for a tough boss - and the power of being unfazed under pressure.

Learn more about Edward's new book, Honing the Human Edge

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Edward Mady shares his experience working for a tough boss - and the power of being unfazed under pressure.

Learn more about Edward's new book, Honing the Human Edge

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/edward-mady-negative/ Josiah Mackenzie Buzzsprout-17419539 Mon, 30 Jun 2025 01:00:00 -0700 624 full false Work Hard, Be Curious, Stay Present: Edward Mady’s Career Story (And Formula for Hospitality Success) Work Hard, Be Curious, Stay Present: Edward Mady’s Career Story (And Formula for Hospitality Success) In this episode, Edward Mady shares his career story - with lessons for us all.

Learn more about Edward's new book, Honing the Human Edge

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Edward Mady shares his career story - with lessons for us all.

Learn more about Edward's new book, Honing the Human Edge

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/edward-mady/ Josiah Mackenzie Buzzsprout-17415666 Sun, 29 Jun 2025 01:00:00 -0700 760 full false Why Hospitality Legend Edward Mady Relies on His "Personal Board of Directors" Why Hospitality Legend Edward Mady Relies on His "Personal Board of Directors" In this episode, Edward Mady discusses his personal "board of directors" and how it helps him grow and thrive as a leader in hospitality and beyond.

Links:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Edward Mady discusses his personal "board of directors" and how it helps him grow and thrive as a leader in hospitality and beyond.

Links:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/edward-mady-board/ Josiah Mackenzie Buzzsprout-17413038 Sat, 28 Jun 2025 13:00:00 -0700 583 full false Belonging & Generosity: Hospitality’s Edge in an AI-Driven World - Shamim Ehsani Belonging & Generosity: Hospitality’s Edge in an AI-Driven World - Shamim Ehsani In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares why belonging and generosity will become hospitality’s greatest competitive advantages in an increasingly AI-driven world. Shamim discusses how deepening authentic connections with local culture, prioritizing genuine guest engagement over short-term revenue, and fostering a spirit of radical generosity enable hotels to thrive amidst rapid technological change.

More with Shamim: 

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares why belonging and generosity will become hospitality’s greatest competitive advantages in an increasingly AI-driven world. Shamim discusses how deepening authentic connections with local culture, prioritizing genuine guest engagement over short-term revenue, and fostering a spirit of radical generosity enable hotels to thrive amidst rapid technological change.

More with Shamim: 

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/shamim-ehsani-trends/ Josiah Mackenzie Buzzsprout-17378055 Fri, 27 Jun 2025 01:00:00 -0700 482 full false From Privacy to Publicity: Hosting Royalty & A-List Guests - Shamim Ehsani From Privacy to Publicity: Hosting Royalty & A-List Guests - Shamim Ehsani In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares how his team thoughtfully manages hospitality for royalty and A-list celebrities. Shamim explains how anticipating guest preferences, from complete privacy to curated events with local artists and creatives, enables Tribe Hotel to deliver uniquely memorable experiences.

More with Shamim: 

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares how his team thoughtfully manages hospitality for royalty and A-list celebrities. Shamim explains how anticipating guest preferences, from complete privacy to curated events with local artists and creatives, enables Tribe Hotel to deliver uniquely memorable experiences.

More with Shamim: 

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tribe-hotel-vip/ Josiah Mackenzie Buzzsprout-17378049 Thu, 26 Jun 2025 01:00:00 -0700 485 full false Can You Scale Personalized Hospitality? Lessons from Nairobi’s Tribe Hotel - Shamim Ehsani Can You Scale Personalized Hospitality? Lessons from Nairobi’s Tribe Hotel - Shamim Ehsani In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares insights on scaling personalized hospitality by creating operational structures and processes that enable spontaneous hospitality. 

More with Shamim: 

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares insights on scaling personalized hospitality by creating operational structures and processes that enable spontaneous hospitality. 

More with Shamim: 

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tribe-hotel-operations/ Josiah Mackenzie Buzzsprout-17378048 Wed, 25 Jun 2025 01:00:00 -0700 642 full false How Tribe Hotel’s Staff Created a Guest Experience Program That Showcases the Best of Kenya - Shamim Ehsani How Tribe Hotel’s Staff Created a Guest Experience Program That Showcases the Best of Kenya - Shamim Ehsani In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares how his staff created a unique guest experience program designed to authentically showcase the best of Kenya. He explains how empowering hotel teams to introduce guests to local culture—whether through running alongside world-class marathoners, exploring Nairobi's nightlife, or connecting over Kenyan cuisine—leads to deeper, more memorable guest connections. 

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares how his staff created a unique guest experience program designed to authentically showcase the best of Kenya. He explains how empowering hotel teams to introduce guests to local culture—whether through running alongside world-class marathoners, exploring Nairobi's nightlife, or connecting over Kenyan cuisine—leads to deeper, more memorable guest connections. 

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tribe-hotel-chieftains/ Josiah Mackenzie Buzzsprout-17378046 Tue, 24 Jun 2025 01:00:00 -0700 523 full false Breaking the Colonial Mold: How Kenya's Tribe Hotel Sets a New Standard for Luxury Hospitality - Shamim Ehsani Breaking the Colonial Mold: How Kenya's Tribe Hotel Sets a New Standard for Luxury Hospitality - Shamim Ehsani In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares how he's reshaping luxury hospitality by breaking away from colonial-era formality to create a more authentic, human-centered guest experience. He discusses empowering hotel teams to connect genuinely with guests, fostering inclusivity through a bold "One Planet, One Tribe" philosophy, and why true luxury lies in emotional connections rather than traditional service rituals. 

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares how he's reshaping luxury hospitality by breaking away from colonial-era formality to create a more authentic, human-centered guest experience. He discusses empowering hotel teams to connect genuinely with guests, fostering inclusivity through a bold "One Planet, One Tribe" philosophy, and why true luxury lies in emotional connections rather than traditional service rituals. 

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/shamim-ehsani-tribe-hotel/ Josiah Mackenzie Buzzsprout-17378042 Mon, 23 Jun 2025 01:00:00 -0700 814 full false What I've Learned Building Productive Tech Partnerships - Michael Levie [Greatest Hits] What I've Learned Building Productive Tech Partnerships - Michael Levie [Greatest Hits] In this episode from our archives, Michael Levie, co-founder and former Chief Operating Officer of citizenM, shares his insights on effectively working with technology partners to create innovative solutions and maximize impact in hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode from our archives, Michael Levie, co-founder and former Chief Operating Officer of citizenM, shares his insights on effectively working with technology partners to create innovative solutions and maximize impact in hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michael-levie-tech-replay/ Josiah Mackenzie Buzzsprout-17369612 Fri, 20 Jun 2025 08:00:00 -0700 912 full false Turning Technology into a Competitive Advantage for Hotels - Mark Fancourt [Greatest Hits] Turning Technology into a Competitive Advantage for Hotels - Mark Fancourt [Greatest Hits] In this replay episode, Mark Fancourt, founder and principal of TRAVHOTECH, shares insights into the evolving landscape of hospitality technology, drawing from his extensive experience leading technology for both hospitality companies and solution providers. 

Read Mark's article: Where does hotel PMS software sit in the new hospitality technology stack?

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this replay episode, Mark Fancourt, founder and principal of TRAVHOTECH, shares insights into the evolving landscape of hospitality technology, drawing from his extensive experience leading technology for both hospitality companies and solution providers. 

Read Mark's article: Where does hotel PMS software sit in the new hospitality technology stack?

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/mark-fancourt-replay/ Josiah Mackenzie Buzzsprout-17363421 Thu, 19 Jun 2025 04:00:00 -0700 3700 full false Why Real-Time Operations Will Define Success in Hospitality - Josiah Mackenzie & Wil Slickers [Greatest Hits] Why Real-Time Operations Will Define Success in Hospitality - Josiah Mackenzie & Wil Slickers [Greatest Hits] In this episode, originally published in March 2025, Josiah Mackenzie and Wil Slickers discuss the major shifts happening in the hotel industry now, the importance of real-time data, and innovative strategies for improving operations and profitability.

  • (00:31) Josiah's recent career change
  • (02:00) Building Hospitality Daily and market research
  • (03:03) Challenges in the hotel industry
  • (04:25) The shift towards operational efficiency
  • (05:07) Future of the hotel and hospitality landscape
  • (06:02) Moving beyond traditional metrics
  • (07:06) Importance of profitability in hospitality
  • (08:19) Real-time operations and data
  • (10:50) Technology and data integration challenges
  • (12:20) Steps for implementing new technology
  • (14:27) High leverage points in operations
  • (16:21) Staffing models
  • (19:22) Diversifying revenue streams

This is just an excerpt of the conversation Josiah and Wil had. Listen to the full episode on Slick Talk: Apple Podcasts, Spotify, or YouTube

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, originally published in March 2025, Josiah Mackenzie and Wil Slickers discuss the major shifts happening in the hotel industry now, the importance of real-time data, and innovative strategies for improving operations and profitability.

  • (00:31) Josiah's recent career change
  • (02:00) Building Hospitality Daily and market research
  • (03:03) Challenges in the hotel industry
  • (04:25) The shift towards operational efficiency
  • (05:07) Future of the hotel and hospitality landscape
  • (06:02) Moving beyond traditional metrics
  • (07:06) Importance of profitability in hospitality
  • (08:19) Real-time operations and data
  • (10:50) Technology and data integration challenges
  • (12:20) Steps for implementing new technology
  • (14:27) High leverage points in operations
  • (16:21) Staffing models
  • (19:22) Diversifying revenue streams

This is just an excerpt of the conversation Josiah and Wil had. Listen to the full episode on Slick Talk: Apple Podcasts, Spotify, or YouTube

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/real-time-replay/ Buzzsprout-17357957 Wed, 18 Jun 2025 05:00:00 -0700 1535 full false America's Chief AI Officer for Travel Shares Advice for 2025 - Janette Roush, Brand USA [Greatest Hits] America's Chief AI Officer for Travel Shares Advice for 2025 - Janette Roush, Brand USA [Greatest Hits] In this episode, originally published December 2024, Janette Roush, the SVP of Innovation and Chief AI Officer at Brand USA, shares her insights on embracing AI in the workplace and how it can drive innovation in the tourism industry.

Watch this conversation on YouTube

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, originally published December 2024, Janette Roush, the SVP of Innovation and Chief AI Officer at Brand USA, shares her insights on embracing AI in the workplace and how it can drive innovation in the tourism industry.

Watch this conversation on YouTube

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/janette-roush-replay/ Buzzsprout-17351014 Tue, 17 Jun 2025 01:00:00 -0700 2807 full false Designing Tech That Hotel Teams Actually Want to Use: Insights from Jerimi Ford Designing Tech That Hotel Teams Actually Want to Use: Insights from Jerimi Ford In this episode, hospitality tech pioneer Jerimi Ford shares his approach to designing technology that hotel teams genuinely want to use. He discusses why curiosity, empathy, and real-world observation are critical for creating practical solutions that solve non-obvious problems. Listen in to discover how Jerimi's methods help hotel teams become more productive, engaged, and ready for an AI-driven future.

Learn more about Transcendent here and Actabl here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, hospitality tech pioneer Jerimi Ford shares his approach to designing technology that hotel teams genuinely want to use. He discusses why curiosity, empathy, and real-world observation are critical for creating practical solutions that solve non-obvious problems. Listen in to discover how Jerimi's methods help hotel teams become more productive, engaged, and ready for an AI-driven future.

Learn more about Transcendent here and Actabl here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jerimi-ford/ Josiah Mackenzie Buzzsprout-17327640 Mon, 16 Jun 2025 01:00:00 -0700 1908 full false The Hotelier Who Gives 100% of Profits Away Shares What We Can All Learn About Generosity - Micah Lacher The Hotelier Who Gives 100% of Profits Away Shares What We Can All Learn About Generosity - Micah Lacher In this episode, Micah Lacher, Principal of Anchor Investments and Mission Hotels, shares his mission to build America's most generous real estate company through the power of hospitality. The discussion covers Micah's journey from starting Anchor Investments during the Great Recession to his innovative approach to hospitality and real estate. We get into the importance of generosity in business, the challenges and rewards of converting historic buildings into hotels, and the impact of providing hospitality to both paying guests and those in need. This episode offers valuable insights for hospitality leaders, operators, and investors looking to integrate purpose and generosity into their business models.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Micah Lacher, Principal of Anchor Investments and Mission Hotels, shares his mission to build America's most generous real estate company through the power of hospitality. The discussion covers Micah's journey from starting Anchor Investments during the Great Recession to his innovative approach to hospitality and real estate. We get into the importance of generosity in business, the challenges and rewards of converting historic buildings into hotels, and the impact of providing hospitality to both paying guests and those in need. This episode offers valuable insights for hospitality leaders, operators, and investors looking to integrate purpose and generosity into their business models.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-17331196 Sun, 15 Jun 2025 01:00:00 -0700 1943 full false Unpacking Ambition: Navigating Power, Pressure & Purpose in Hospitality Leadership with Emily Goldfischer & Nancy Mendelson Unpacking Ambition: Navigating Power, Pressure & Purpose in Hospitality Leadership with Emily Goldfischer & Nancy Mendelson In this episode, Hospitality Daily hosts and hertelier founders Emily Goldfischer and Nancy Mendelson sit down with hospitality trailblazers Jennifer Fox, former President of Fairmont Hotels & Resorts, and Nicki Dehler, SVP of Product at Stayntouch, to unpack the complexities of ambition. Together, they discuss the delicate balance women face between being "too ambitious" or "not ambitious enough," share personal insights on navigating power and pressure, and explore how to redefine success beyond burnout culture by reconnecting ambition with purpose, growth, and well-being.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Hospitality Daily hosts and hertelier founders Emily Goldfischer and Nancy Mendelson sit down with hospitality trailblazers Jennifer Fox, former President of Fairmont Hotels & Resorts, and Nicki Dehler, SVP of Product at Stayntouch, to unpack the complexities of ambition. Together, they discuss the delicate balance women face between being "too ambitious" or "not ambitious enough," share personal insights on navigating power and pressure, and explore how to redefine success beyond burnout culture by reconnecting ambition with purpose, growth, and well-being.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/unpacking-ambition/ Josiah Mackenzie Buzzsprout-17329163 Sat, 14 Jun 2025 01:00:00 -0700 3417 full false Emily’s Australian Adventure: Behind the Scenes at InterContinental Sydney with Josh O'Brien Emily’s Australian Adventure: Behind the Scenes at InterContinental Sydney with Josh O'Brien In this episode, hertelier founder and Hospitality Daily host Emily Goldfischer shares a conversation from her recent trip to Australia, speaking with Josh O'Brien, Hotel Manager at InterContinental Sydney. Josh discusses his unique journey from studying marine biology in Tasmania to leading one of Australia's most iconic hotels, blending historical charm and modern luxury. He reveals how thoughtful employee engagement, innovative solutions to common hospitality challenges, and genuine warmth help InterContinental Sydney deliver exceptional guest experiences—even when managing hundreds of cruise ship arrivals.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, hertelier founder and Hospitality Daily host Emily Goldfischer shares a conversation from her recent trip to Australia, speaking with Josh O'Brien, Hotel Manager at InterContinental Sydney. Josh discusses his unique journey from studying marine biology in Tasmania to leading one of Australia's most iconic hotels, blending historical charm and modern luxury. He reveals how thoughtful employee engagement, innovative solutions to common hospitality challenges, and genuine warmth help InterContinental Sydney deliver exceptional guest experiences—even when managing hundreds of cruise ship arrivals.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/josh-obrien/ Josiah Mackenzie Buzzsprout-17328645 Fri, 13 Jun 2025 01:00:00 -0700 1132 full false Why Great Hospitality Leaders Always Return to the Front Desk - Andrew Arthurs Why Great Hospitality Leaders Always Return to the Front Desk - Andrew Arthurs In this episode, Andrew Arthurs, President & Chief Operating Officer at Actabl, shares his experience as a Chief Information Officer at some of the world's largest hotel management companies.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Andrew Arthurs, President & Chief Operating Officer at Actabl, shares his experience as a Chief Information Officer at some of the world's largest hotel management companies.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/andrew-arthurs-cio/ Josiah Mackenzie Buzzsprout-17328031 Thu, 12 Jun 2025 01:00:00 -0700 377 full false The Magic Wand Question: Building Digital Night Audit (and Hotel Tech That Matters) - Brian Blanda & Stephen German, Actabl [Sponsor Bonus] The Magic Wand Question: Building Digital Night Audit (and Hotel Tech That Matters) - Brian Blanda & Stephen German, Actabl [Sponsor Bonus] What if one simple question could transform hotel operations? In this episode, Actabl’s Stephen German and Brian Blanda share the behind-the-scenes journey of creating Digital Night Audit, a new product designed to eliminate tedious manual tasks and free hospitality professionals to focus on meaningful work. Listen to discover how digitizing processes can not only streamline your operations today but also position your hospitality business to leverage future innovations such as AI.

Learn more about Digital Night Audit here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> What if one simple question could transform hotel operations? In this episode, Actabl’s Stephen German and Brian Blanda share the behind-the-scenes journey of creating Digital Night Audit, a new product designed to eliminate tedious manual tasks and free hospitality professionals to focus on meaningful work. Listen to discover how digitizing processes can not only streamline your operations today but also position your hospitality business to leverage future innovations such as AI.

Learn more about Digital Night Audit here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/digital-night-audit/ Josiah Mackenzie Buzzsprout-17313060 Wed, 11 Jun 2025 05:00:00 -0700 1137 full false Hooked on Hospitality: Following Your Passion Without Burning Out - Nah-Dja Tien Hooked on Hospitality: Following Your Passion Without Burning Out - Nah-Dja Tien In this episode, Nah-Dja Tien shares his insights with our guest experience host, Danica Smith, on how hospitality professionals can sustain their passion, manage burnout, and build enduring, impactful careers.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Nah-Dja Tien shares his insights with our guest experience host, Danica Smith, on how hospitality professionals can sustain their passion, manage burnout, and build enduring, impactful careers.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/nah-dja-tien-career/ Josiah Mackenzie Buzzsprout-17297787 Wed, 11 Jun 2025 01:00:00 -0700 573 full false Empathy Is a Strategy: How Nah-Dja Tien Builds Hospitality Workplaces That Work Empathy Is a Strategy: How Nah-Dja Tien Builds Hospitality Workplaces That Work In this episode, Nah-Dja Tien tells our guest experience host Danica Smith about the power of empathy.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Nah-Dja Tien tells our guest experience host Danica Smith about the power of empathy.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/nah-dja-tien-empathy/ Josiah Mackenzie Buzzsprout-17297788 Tue, 10 Jun 2025 01:00:00 -0700 603 full false From Launch to #1 on TripAdvisor: How We Designed Prague’s Top-Rated Hotel - Nah-Dja Tien From Launch to #1 on TripAdvisor: How We Designed Prague’s Top-Rated Hotel - Nah-Dja Tien In this episode, Nah-Dja Tien tells our guest experience host Danica Smith how he built what because the #1-rated hotel in Prague.  

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Nah-Dja Tien tells our guest experience host Danica Smith how he built what because the #1-rated hotel in Prague.  

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/nah-dja-tien-prague/ Josiah Mackenzie Buzzsprout-17297786 Mon, 09 Jun 2025 01:00:00 -0700 527 full false Curiosity as a Compass: How Nah-Dja Tien Built an Award-Winning Hospitality Career Curiosity as a Compass: How Nah-Dja Tien Built an Award-Winning Hospitality Career In this episode, Nah-Dja Tien tells his story to our guest experience correspondent, Danica Smith.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Nah-Dja Tien tells his story to our guest experience correspondent, Danica Smith.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/nah-dja-tien/ Josiah Mackenzie Buzzsprout-17297784 Sun, 08 Jun 2025 17:00:00 -0700 988 full false Hospitality Beyond Hotels: Redefining the Future of Retirement Living - Jan Garde & Matthias Huettebraeuker Hospitality Beyond Hotels: Redefining the Future of Retirement Living - Jan Garde & Matthias Huettebraeuker In this episode, Jan Garde, founder and chairman of THE EMBASSIES, discusses with our innovation correspondent Matthias Huettebraeuker the opportunity to apply hospitality concepts beyond hotels - and much, much more.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jan Garde, founder and chairman of THE EMBASSIES, discusses with our innovation correspondent Matthias Huettebraeuker the opportunity to apply hospitality concepts beyond hotels - and much, much more.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jan-garde/ Josiah Mackenzie Buzzsprout-17292126 Sat, 07 Jun 2025 01:00:00 -0700 3901 full false Great Hospitality is Simple but Powerful and Memorable (My Experience at Magnolia Hotel Denver) - Josiah Mackenzie Great Hospitality is Simple but Powerful and Memorable (My Experience at Magnolia Hotel Denver) - Josiah Mackenzie In this episode, Josiah Mackenzie shares a lesson from his experience at the Magnolia Hotel Denver.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie shares a lesson from his experience at the Magnolia Hotel Denver.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/magnolia-hotel-denver/ Josiah Mackenzie Buzzsprout-17293089 Fri, 06 Jun 2025 14:00:00 -0700 289 full false Why AI in Hospitality is Still Stuck in First Gear (And How to Accelerate) - Josiah Mackenzie Why AI in Hospitality is Still Stuck in First Gear (And How to Accelerate) - Josiah Mackenzie In this episode, Josiah Mackenzie shares ideas from his panel discussion at the 2025 NYU International Hotel Investment Forum. 

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie shares ideas from his panel discussion at the 2025 NYU International Hotel Investment Forum. 

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ai-digitize/ Josiah Mackenzie Buzzsprout-17291003 Fri, 06 Jun 2025 01:00:00 -0700 410 full false Expanding the Pie: Why Hospitality Profits Come from Investment, Not Just Cost-Cutting - Josiah Mackenzie Expanding the Pie: Why Hospitality Profits Come from Investment, Not Just Cost-Cutting - Josiah Mackenzie In this episode, Josiah Mackenzie shares ideas from his panel discussion at the 2025 NYU International Hotel Investment Forum. 

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie shares ideas from his panel discussion at the 2025 NYU International Hotel Investment Forum. 

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/expand-the-pie/ Buzzsprout-17277557 Thu, 05 Jun 2025 01:00:00 -0700 509 full false Think Like An Owner, Act Like A GM - Josiah Mackenzie Think Like An Owner, Act Like A GM - Josiah Mackenzie In this episode, Josiah Mackenzie shares ideas from his panel discussion at the 2025 NYU International Hotel Investment Forum. 

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie shares ideas from his panel discussion at the 2025 NYU International Hotel Investment Forum. 

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/owner-gm/ Josiah Mackenzie Buzzsprout-17277061 Wed, 04 Jun 2025 01:00:00 -0700 542 full false Hospitality Is The Place To Be Now, And For The Future (My Thoughts from NYU IHIF) - Josiah Mackenzie Hospitality Is The Place To Be Now, And For The Future (My Thoughts from NYU IHIF) - Josiah Mackenzie In this episode, Josiah Mackenzie shares insights from the 2025 NYU International Hospitality Investment Forum held in New York. Josiah discusses the conference's theme, "Engagement Drives Returns," and highlights the importance of active participation in the hospitality industry. He delves into consumer spending patterns, the impact of AI on jobs, and the resilience of the hospitality sector. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie shares insights from the 2025 NYU International Hospitality Investment Forum held in New York. Josiah discusses the conference's theme, "Engagement Drives Returns," and highlights the importance of active participation in the hospitality industry. He delves into consumer spending patterns, the impact of AI on jobs, and the resilience of the hospitality sector. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/nyu-ihif-2025/ Josiah Mackenzie Buzzsprout-17273209 Tue, 03 Jun 2025 13:00:00 -0700 616 full false The Hotel Owner Who Became a Flight Attendant: Life, Leadership, and the Pursuit of Service with Rachel Vandenberg The Hotel Owner Who Became a Flight Attendant: Life, Leadership, and the Pursuit of Service with Rachel Vandenberg Hotel owner, leadership coach, and now flight attendant — Rachel Vandenberg returns to the show in a candid conversation with hertelier co-founder and Hospitality Daily career correspondent, Nancy Mendelson. They dive into what it really means to lead with empathy, why great service starts with your team, and how Rachel uses a coach approach to build stronger hospitality cultures. Plus, Rachel shares what inspired her to chase a lifelong dream: 30,000 feet in the air.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Hotel owner, leadership coach, and now flight attendant — Rachel Vandenberg returns to the show in a candid conversation with hertelier co-founder and Hospitality Daily career correspondent, Nancy Mendelson. They dive into what it really means to lead with empathy, why great service starts with your team, and how Rachel uses a coach approach to build stronger hospitality cultures. Plus, Rachel shares what inspired her to chase a lifelong dream: 30,000 feet in the air.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/rachel-vandenberg/ Josiah Mackenzie Buzzsprout-17270031 Tue, 03 Jun 2025 01:00:00 -0700 1586 full false How Hospitality Leaders Are Made: Dr. Lalia Rach on Experience, Failure, and Defining Success How Hospitality Leaders Are Made: Dr. Lalia Rach on Experience, Failure, and Defining Success In this episode, hertelier co-founder Nancy Mendelson interviews Dr. Lalia Rach about life and leadership in hospitality.

Also see: 

  1. From Bussing Tables to Commanding Boardrooms: Dr. Lalia Rach Shares What’s On Her Extraordinary Mind (on hertelier)
  2. Managing the Book on YOU!: Rewriting your leadership story (Dr. Rach's book)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, hertelier co-founder Nancy Mendelson interviews Dr. Lalia Rach about life and leadership in hospitality.

Also see: 

  1. From Bussing Tables to Commanding Boardrooms: Dr. Lalia Rach Shares What’s On Her Extraordinary Mind (on hertelier)
  2. Managing the Book on YOU!: Rewriting your leadership story (Dr. Rach's book)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/lalia-rach/ Josiah Mackenzie Buzzsprout-17262506 Mon, 02 Jun 2025 01:00:00 -0700 3730 full false From Burnout to Breakthrough: Chef Douglas Keane’s Blueprint for Sustainable Hospitality (and Why Harvard Took Notice) From Burnout to Breakthrough: Chef Douglas Keane’s Blueprint for Sustainable Hospitality (and Why Harvard Took Notice) Michelin-starred, James Beard award–winning chef Douglas Keane closed his wildly successful restaurant at the peak of its fame, burned out by an industry he felt was broken. A decade later, he returned with Cyrus 2.0, a completely re-engineered dining journey that now pays every employee $75,000, runs a four-day workweek, and delivers higher margins than most fine-dining peers. Harvard Business School made it a case study about it, and here in this episode, he explains exactly how he did it. 

Links:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Michelin-starred, James Beard award–winning chef Douglas Keane closed his wildly successful restaurant at the peak of its fame, burned out by an industry he felt was broken. A decade later, he returned with Cyrus 2.0, a completely re-engineered dining journey that now pays every employee $75,000, runs a four-day workweek, and delivers higher margins than most fine-dining peers. Harvard Business School made it a case study about it, and here in this episode, he explains exactly how he did it. 

Links:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/douglas-keane/ Josiah Mackenzie Buzzsprout-17213598 Sun, 01 Jun 2025 01:00:00 -0700 1706 full false Hospitality as a Catalyst: Revitalizing Cities with Walter Isenberg (Sage Hospitality Group) Hospitality as a Catalyst: Revitalizing Cities with Walter Isenberg (Sage Hospitality Group) In this episode, Walter Isenberg, co-founder and CEO of Sage Hospitality Group, shares what he's learned about urban renewal and revitalization.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Walter Isenberg, co-founder and CEO of Sage Hospitality Group, shares what he's learned about urban renewal and revitalization.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/walter-isenberg-revitalize/ Josiah Mackenzie Buzzsprout-17221125 Sat, 31 May 2025 01:00:00 -0700 1297 full false Crafting Places Guests Remember: Inside Sage Studio’s Story-First Approach - Walter Isenberg, Sage Hospitality Group Crafting Places Guests Remember: Inside Sage Studio’s Story-First Approach - Walter Isenberg, Sage Hospitality Group In this episode, Walter Isenberg, co-founder and CEO of Sage Hospitality Group, shares the story behind the story: how Sage Studio brings hospitality to life.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Walter Isenberg, co-founder and CEO of Sage Hospitality Group, shares the story behind the story: how Sage Studio brings hospitality to life.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/walter-isenberg-story/ Josiah Mackenzie Buzzsprout-17221121 Fri, 30 May 2025 01:00:00 -0700 446 full false The Dana Crawford Playbook: How Risk, Storytelling, and Grit Built Iconic Hospitality - Walter Isenberg, Sage Hospitality Group The Dana Crawford Playbook: How Risk, Storytelling, and Grit Built Iconic Hospitality - Walter Isenberg, Sage Hospitality Group In this episode, Walter Isenberg, co-founder and CEO of Sage Hospitality Group, shares what he learned from Denver architectural conservation developer and preservationist Dana Crawford.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Walter Isenberg, co-founder and CEO of Sage Hospitality Group, shares what he learned from Denver architectural conservation developer and preservationist Dana Crawford.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/walter-isenberg-dana-crawford/ Josiah Mackenzie Buzzsprout-17221118 Thu, 29 May 2025 01:00:00 -0700 584 full false Your Reporting Is Killing Profitability (Here’s How to Fix It) - Lindsey Goedeker, Actabl [Sponsor Bonus] Your Reporting Is Killing Profitability (Here’s How to Fix It) - Lindsey Goedeker, Actabl [Sponsor Bonus] In this special sponsored episode, Lindsey Goedeker from Actabl shares how ProfitSword and ProfitOwner can give you the power to profit.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this special sponsored episode, Lindsey Goedeker from Actabl shares how ProfitSword and ProfitOwner can give you the power to profit.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/profitsword-profitowner/ Josiah Mackenzie Buzzsprout-17237419 Wed, 28 May 2025 12:00:00 -0700 273 full false How Sage Hospitality Enriches Lives Through Culture - Walter Isenberg, Sage Hospitality Group How Sage Hospitality Enriches Lives Through Culture - Walter Isenberg, Sage Hospitality Group In this episode of Hospitality Daily, Josiah Mackenzie interviews Walter Isenberg, Founder and CEO of Sage Hospitality Group. The discussion centers on building a people-first culture within the hospitality industry. Walter shares how Sage Hospitality's purpose of "enriching lives one experience at a time" is implemented across all levels of the organization, from housekeepers to executives. Key themes include the importance of investing in culture, leadership, and creating an environment where associates feel seen, supported, and inspired. This episode is particularly valuable for hospitality leaders, operators, and investors looking to enhance their organizational culture and employee engagement.

Key Moments and Quotes

  • [00:01:04] "Sage is a purpose-led organization, and our purpose is to enrich lives one experience at a time."
  • [00:01:35] "We wouldn't be here if our housekeepers didn't get up every day to come in."
  • [00:02:06] "We have to make sure that they have a great environment to work in, that they know that we care for them."
  • [00:02:41] "We talk about this notion of service to others and really about enriching lives."

Actionable Advice for Listeners

  • Start small: Even daily recognition builds long-term culture.
  • Prioritize associate development: Drive retention and performance through continuous support and training.
  • Embed culture in onboarding: Use cultural immersion programs to instill core values and purpose from the start.
  • Recognize every role: Ensure that all team members, from housekeepers to executives, feel valued and essential to the organization's success.

About Sage Hospitality

  • Mission: To enrich lives one experience at a time.
  • Focus: Creating a supportive and inspiring work environment for all associates.
  • Industry Impact: Known for its strong emphasis on culture and employee engagement within the hospitality industry.
  • Leadership: Committed to investing in the development and well-being of its team members.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode of Hospitality Daily, Josiah Mackenzie interviews Walter Isenberg, Founder and CEO of Sage Hospitality Group. The discussion centers on building a people-first culture within the hospitality industry. Walter shares how Sage Hospitality's purpose of "enriching lives one experience at a time" is implemented across all levels of the organization, from housekeepers to executives. Key themes include the importance of investing in culture, leadership, and creating an environment where associates feel seen, supported, and inspired. This episode is particularly valuable for hospitality leaders, operators, and investors looking to enhance their organizational culture and employee engagement.

Key Moments and Quotes

  • [00:01:04] "Sage is a purpose-led organization, and our purpose is to enrich lives one experience at a time."
  • [00:01:35] "We wouldn't be here if our housekeepers didn't get up every day to come in."
  • [00:02:06] "We have to make sure that they have a great environment to work in, that they know that we care for them."
  • [00:02:41] "We talk about this notion of service to others and really about enriching lives."

Actionable Advice for Listeners

  • Start small: Even daily recognition builds long-term culture.
  • Prioritize associate development: Drive retention and performance through continuous support and training.
  • Embed culture in onboarding: Use cultural immersion programs to instill core values and purpose from the start.
  • Recognize every role: Ensure that all team members, from housekeepers to executives, feel valued and essential to the organization's success.

About Sage Hospitality

  • Mission: To enrich lives one experience at a time.
  • Focus: Creating a supportive and inspiring work environment for all associates.
  • Industry Impact: Known for its strong emphasis on culture and employee engagement within the hospitality industry.
  • Leadership: Committed to investing in the development and well-being of its team members.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sage-people-culture/ Josiah Mackenzie Buzzsprout-17221064 Wed, 28 May 2025 01:00:00 -0700 471 full false The Letter That Turned a Young Dishwasher into a Hospitality Leader - Walter Isenberg, Sage Hospitality Group The Letter That Turned a Young Dishwasher into a Hospitality Leader - Walter Isenberg, Sage Hospitality Group In this episode, Walter Isenberg, Founder and CEO of Sage Hospitality Group, shares his journey from a 14-year-old dishwasher to a hospitality leader, highlighting the importance of mentorship and paying it forward.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Walter Isenberg, Founder and CEO of Sage Hospitality Group, shares his journey from a 14-year-old dishwasher to a hospitality leader, highlighting the importance of mentorship and paying it forward.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/walter-isenberg-career/ Josiah Mackenzie Buzzsprout-17221062 Tue, 27 May 2025 01:00:00 -0700 585 full false Designing Soulful Stays: How Emotion is Shaping Modern Hospitality - Billy Skelli-Cohen, Beaumier Designing Soulful Stays: How Emotion is Shaping Modern Hospitality - Billy Skelli-Cohen, Beaumier In this episode, Danica Smith, founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen, CEO of Beaumier, about opportunities for providing "soulful hospitality" today.

Recommended next episode: Strategy Meets Soul: Leading with Both Sides of the Brain

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Danica Smith, founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen, CEO of Beaumier, about opportunities for providing "soulful hospitality" today.

Recommended next episode: Strategy Meets Soul: Leading with Both Sides of the Brain

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/billy-skelli-cohen-hospitality/ Josiah Mackenzie Buzzsprout-17184153 Mon, 26 May 2025 01:00:00 -0700 996 full false Rethinking the Guest Journey: Empowered, Flexible, Human - Billy Skelli-Cohen, Beaumier Rethinking the Guest Journey: Empowered, Flexible, Human - Billy Skelli-Cohen, Beaumier In this episode, Danica Smith, founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen, CEO of Beaumier, about opportunities in guest experience today.

Recommended next episode: Strategy Meets Soul: Leading with Both Sides of the Brain

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Danica Smith, founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen, CEO of Beaumier, about opportunities in guest experience today.

Recommended next episode: Strategy Meets Soul: Leading with Both Sides of the Brain

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/billy-skelli-cohen-experience/ Josiah Mackenzie Buzzsprout-17211389 Sun, 25 May 2025 01:00:00 -0700 930 full false Strategy Meets Soul: Leading with Both Sides of the Brain - Billy Skelli-Cohen, Beaumier Strategy Meets Soul: Leading with Both Sides of the Brain - Billy Skelli-Cohen, Beaumier In this episode, Danica Smith, founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen, CEO of Beaumier, about what he's learned about leading and hospitality through his career so far. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Danica Smith, founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen, CEO of Beaumier, about what he's learned about leading and hospitality through his career so far. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/billy-skelli-cohen/ Josiah Mackenzie Buzzsprout-17184150 Sat, 24 May 2025 01:00:00 -0700 823 full false The Navy SEAL Method: Build a Hospitality Team That Thrives Under Pressure - Kevin Kelleher The Navy SEAL Method: Build a Hospitality Team That Thrives Under Pressure - Kevin Kelleher In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about the hotel pre-opening and opening process.

Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about the hotel pre-opening and opening process.

Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kevin-kelleher-thrive/ Josiah Mackenzie Buzzsprout-17206422 Fri, 23 May 2025 01:00:00 -0700 429 full false From Chaos to Clarity: Using Tech as a Force Multiplier in Your Hotels - Kevin Kelleher [Sponsor Bonus] From Chaos to Clarity: Using Tech as a Force Multiplier in Your Hotels - Kevin Kelleher [Sponsor Bonus] In this sponsored episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares how technology can help you.

Learn more about how Actabl can help you: 

  1. ProfitSword business intelligence
  2. Hotel Effectiveness labor management
  3. Alice operations and guest service software
  4. Transcendent asset management software

Request more information from Actabl here now

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this sponsored episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares how technology can help you.

Learn more about how Actabl can help you: 

  1. ProfitSword business intelligence
  2. Hotel Effectiveness labor management
  3. Alice operations and guest service software
  4. Transcendent asset management software

Request more information from Actabl here now

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kevin-kelleher-technology/ Josiah Mackenzie Buzzsprout-17206410 Thu, 22 May 2025 06:00:00 -0700 609 full false The Essential Playbook for Hotel Openings (And How to Avoid Costly Mistakes) - Kevin Kelleher The Essential Playbook for Hotel Openings (And How to Avoid Costly Mistakes) - Kevin Kelleher In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about the hotel pre-opening and opening process.

Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about the hotel pre-opening and opening process.

Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kevin-kelleher-opening/ Josiah Mackenzie Buzzsprout-17206417 Thu, 22 May 2025 01:00:00 -0700 712 full false When Hard Work Holds You Back as a Leader - Kevin Kelleher When Hard Work Holds You Back as a Leader - Kevin Kelleher In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares a surprising insight about leadership that anyone in hospitality can learn from.

Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares a surprising insight about leadership that anyone in hospitality can learn from.

Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kevin-kelleher-holds-back/ Josiah Mackenzie Buzzsprout-17193445 Wed, 21 May 2025 01:00:00 -0700 480 full false Hotel Leadership Today: Balancing People, Profit, and Product - Kevin Kelleher Hotel Leadership Today: Balancing People, Profit, and Product - Kevin Kelleher In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about leadership in hospitality.

Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone

Also see: From Heart of House to Leadership: Lessons From My Journey to Hospitality Excellence - Kevin Kelleher

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about leadership in hospitality.

Recommended next episode with Kevin: The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone

Also see: From Heart of House to Leadership: Lessons From My Journey to Hospitality Excellence - Kevin Kelleher

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kevin-kelleher-leadership/ Josiah Mackenzie Buzzsprout-17184592 Tue, 20 May 2025 01:00:00 -0700 1052 full false The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone - Kevin Kelleher The 70% Rule: Why Hospitality Leaders Grow Faster by Stepping Beyond Their Comfort Zone - Kevin Kelleher In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about growth in hospitality.

Recommended next episode with Kevin: From Heart of House to Leadership: Lessons From My Journey to Hospitality Excellence

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned about growth in hospitality.

Recommended next episode with Kevin: From Heart of House to Leadership: Lessons From My Journey to Hospitality Excellence

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kevin-kelleher-growth/ Josiah Mackenzie Buzzsprout-17178881 Mon, 19 May 2025 01:00:00 -0700 475 full false From Heart of House to Leadership: Lessons From My Journey to Hospitality Excellence - Kevin Kelleher From Heart of House to Leadership: Lessons From My Journey to Hospitality Excellence - Kevin Kelleher In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned along his career journey so far. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kevin Kelleher, a former hotel leader who is now an account manager at Actabl, shares what he's learned along his career journey so far. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kevin-kelleher-career/ Josiah Mackenzie Buzzsprout-17174282 Sun, 18 May 2025 01:00:00 -0700 869 full false Barcelona to Istanbul: My Biggest Travel Takeaways - Josiah Mackenzie Barcelona to Istanbul: My Biggest Travel Takeaways - Josiah Mackenzie In this episode, Josiah Mackenzie shares what stood out to him in his latest trip - and what you can learn for yourself and your hospitality business. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie shares what stood out to him in his latest trip - and what you can learn for yourself and your hospitality business. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/barcelona-istanbul/ Josiah Mackenzie Buzzsprout-17174338 Sat, 17 May 2025 01:00:00 -0700 559 full false How Traveling Reminded Me of Music’s Hidden Power in Hospitality - Josiah Mackenzie How Traveling Reminded Me of Music’s Hidden Power in Hospitality - Josiah Mackenzie In this episode, Josiah Mackenzie explains the power of music for you and your hospitality business.

Check these out for more: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie explains the power of music for you and your hospitality business.

Check these out for more: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/power-of-music/ Josiah Mackenzie Buzzsprout-17174250 Fri, 16 May 2025 02:00:00 -0700 446 full false Sneak Peek: Creating a Modular Tropical Landscape Resort in the U.S. - Ben Wolff Sneak Peek: Creating a Modular Tropical Landscape Resort in the U.S. - Ben Wolff In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares a preview into his next big move: developing a tropical landscape resort in South Florida.

Connect with Ben:

See our other episodes with Ben: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares a preview into his next big move: developing a tropical landscape resort in South Florida.

Connect with Ben:

See our other episodes with Ben: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ben-wolff-florida-resort/ Josiah Mackenzie Buzzsprout-17154181 Fri, 16 May 2025 01:00:00 -0700 334 full false The Reality of Group Business & Events - Ben Wolff The Reality of Group Business & Events - Ben Wolff In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares his experiences with engaging groups and events in the hospitality industry.

Connect with Ben:

See our other episodes with Ben: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares his experiences with engaging groups and events in the hospitality industry.

Connect with Ben:

See our other episodes with Ben: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ben-wolff-group-events/ Josiah Mackenzie Buzzsprout-17154179 Thu, 15 May 2025 01:00:00 -0700 437 full false The Hidden Cost of Playing It Safe: Why Hospitality Leaders Must Innovate Now - Ben Wolff The Hidden Cost of Playing It Safe: Why Hospitality Leaders Must Innovate Now - Ben Wolff In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares insights on the structural barriers holding back innovation in the hospitality industry and how unique properties are outperforming others in the market.

Connect with Ben:

See our other episodes with Ben: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares insights on the structural barriers holding back innovation in the hospitality industry and how unique properties are outperforming others in the market.

Connect with Ben:

See our other episodes with Ben: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ben-wolff-innovate/ Josiah Mackenzie Buzzsprout-17131124 Wed, 14 May 2025 01:00:00 -0700 518 full false Why Today's Guests Want to Be Participants, Not Observers - Ben Wolff Why Today's Guests Want to Be Participants, Not Observers - Ben Wolff In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares insights on the evolving expectations of today's travelers and how creating immersive, participatory experiences can lead to deeper emotional connections and memorable guest experiences.

View Ben's post on LinkedIn about this

Connect with Ben:

See our other episodes with Ben: 


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares insights on the evolving expectations of today's travelers and how creating immersive, participatory experiences can lead to deeper emotional connections and memorable guest experiences.

View Ben's post on LinkedIn about this

Connect with Ben:

See our other episodes with Ben: 


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ben-wolff-participate/ Josiah Mackenzie Buzzsprout-17131118 Tue, 13 May 2025 01:00:00 -0700 368 full false Unleash Your Inner Creative: How Hospitality Leaders Can Build Something Meaningful - Ben Wolff Unleash Your Inner Creative: How Hospitality Leaders Can Build Something Meaningful - Ben Wolff In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares his journey of discovering creativity in hotel development and why he views it as an artistic act, not just a business endeavor.

Connect with Ben:

See our other episodes with Ben: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares his journey of discovering creativity in hotel development and why he views it as an artistic act, not just a business endeavor.

Connect with Ben:

See our other episodes with Ben: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ben-wolff-creative/ Josiah Mackenzie Buzzsprout-17125601 Mon, 12 May 2025 01:00:00 -0700 319 full false From Overdrive to Reset: How Hospitality Leaders Can Stay in the Game - Ben Wolff From Overdrive to Reset: How Hospitality Leaders Can Stay in the Game - Ben Wolff In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares his insights on staying resilient in the hospitality industry and the importance of recovery for long-term success.

Connect with Ben:

See our other episodes with Ben:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares his insights on staying resilient in the hospitality industry and the importance of recovery for long-term success.

Connect with Ben:

See our other episodes with Ben:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ben-wolff-rest/ Josiah Mackenzie Buzzsprout-17125600 Sun, 11 May 2025 01:00:00 -0700 513 full false Why Most Hotels Fail at Social Media (And How to Get It Right) - Ben Wolff Why Most Hotels Fail at Social Media (And How to Get It Right) - Ben Wolff In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares how his team has proven that social media can drive real results for traditional hotels and the surprising attribution gap they uncovered by just asking guests how they found them.

Connect with Ben:

See our earlier episode with Ben: How We're Scaling Innovation and Investment from Short-Term Rentals to Hotels

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ben Wolff, co-founder and developer of Onera and CEO of Oasi, shares how his team has proven that social media can drive real results for traditional hotels and the surprising attribution gap they uncovered by just asking guests how they found them.

Connect with Ben:

See our earlier episode with Ben: How We're Scaling Innovation and Investment from Short-Term Rentals to Hotels

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ben-wolff-social-performance/ Josiah Mackenzie Buzzsprout-17125598 Sat, 10 May 2025 01:00:00 -0700 674 full false What 80 Years of Hotel Performance Tells Us About 2025’s Biggest Challenges - Robert Mandelbaum What 80 Years of Hotel Performance Tells Us About 2025’s Biggest Challenges - Robert Mandelbaum In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights backed by over 80 years of hotel performance data, discussing shifting guest behaviors, the evolution of service expectations, and the critical importance of understanding the real drivers of hotel success.

See the rest of our series with Robert:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights backed by over 80 years of hotel performance data, discussing shifting guest behaviors, the evolution of service expectations, and the critical importance of understanding the real drivers of hotel success.

See the rest of our series with Robert:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robert-mandelbaum-advice/ Josiah Mackenzie Buzzsprout-17120522 Fri, 09 May 2025 01:00:00 -0700 533 full false Why Luxury Hotels Thrive and Economy Hotels Struggle - Robert Mandelbaum Why Luxury Hotels Thrive and Economy Hotels Struggle - Robert Mandelbaum In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights on maintaining profitability in the hotel industry when revenue growth slows, highlighting the performance differences between luxury and economy hotels and the impact of location and operating models.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights on maintaining profitability in the hotel industry when revenue growth slows, highlighting the performance differences between luxury and economy hotels and the impact of location and operating models.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robert-mandelbaum-scales/ Josiah Mackenzie Buzzsprout-17120519 Thu, 08 May 2025 01:00:00 -0700 426 full false The #1 Expense You Can Control in Hospitality - Robert Mandelbaum The #1 Expense You Can Control in Hospitality - Robert Mandelbaum In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares how to identify and focus on what you can directly influence in the hotel business to achieve better results.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares how to identify and focus on what you can directly influence in the hotel business to achieve better results.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robert-mandelbaum-expense/ Josiah Mackenzie Buzzsprout-17113080 Wed, 07 May 2025 01:00:00 -0700 494 full false Profit Margins Under Pressure: How Smart Hoteliers Think About Profitability - Robert Mandelbaum Profit Margins Under Pressure: How Smart Hoteliers Think About Profitability - Robert Mandelbaum In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights on the shift towards profitability in the hospitality industry, the challenges faced by operators, and strategies for maximizing profits.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights on the shift towards profitability in the hospitality industry, the challenges faced by operators, and strategies for maximizing profits.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robert-mandelbaum-profitability/ Josiah Mackenzie Buzzsprout-17105773 Tue, 06 May 2025 01:00:00 -0700 769 full false Understand Your P&L to Boost Profits and Accelerate Your Career - Robert Mandelbaum Understand Your P&L to Boost Profits and Accelerate Your Career - Robert Mandelbaum In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights on analyzing profit and loss statements to boost performance, delight investors, and fast-track your career in hospitality.

References:

Also see: Meet Robert Mandelbaum: The Man Who Turns P&Ls into Playbooks

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Robert Mandelbaum, Research Director at CBRE Hotels, shares insights on analyzing profit and loss statements to boost performance, delight investors, and fast-track your career in hospitality.

References:

Also see: Meet Robert Mandelbaum: The Man Who Turns P&Ls into Playbooks

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robert-mandelbaum-pl-statements/ Josiah Mackenzie Buzzsprout-17099080 Mon, 05 May 2025 01:00:00 -0700 702 full false Meet Robert Mandelbaum: The Man Who Turns P&Ls into Playbooks Meet Robert Mandelbaum: The Man Who Turns P&Ls into Playbooks In this episode, we meet Robert Mandelbaum, Research Director at CBRE Hotels Research. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we meet Robert Mandelbaum, Research Director at CBRE Hotels Research. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robert-mandelbaum/ Josiah Mackenzie Buzzsprout-17099074 Sun, 04 May 2025 19:00:00 -0700 368 full false Could Sound Design Be Your Hotel's Secret Weapon? (Dr Michelle Ulor & Clay Bassford) Could Sound Design Be Your Hotel's Secret Weapon? (Dr Michelle Ulor & Clay Bassford) In this episode, Clay Bassford, founder of Bespoke Sound, speaks with Dr Michelle Ulor, founder of Kinos Studio, a research-led music psychology consultancy helping brands and teams use music to enhance wellbeing, connection, and impact. 

More:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Clay Bassford, founder of Bespoke Sound, speaks with Dr Michelle Ulor, founder of Kinos Studio, a research-led music psychology consultancy helping brands and teams use music to enhance wellbeing, connection, and impact. 

More:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sound-design/ Josiah Mackenzie Buzzsprout-17076689 Sat, 03 May 2025 16:00:00 -0700 2229 full false Finding Gold in Your 'Data Attic': How Margaritaville's Chief Data Officer Unlocks Hidden Opportunities Finding Gold in Your 'Data Attic': How Margaritaville's Chief Data Officer Unlocks Hidden Opportunities In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares how her team harnesses data to unlock new opportunities, enhance guest experiences, and drive innovation across their diverse businesses.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares how her team harnesses data to unlock new opportunities, enhance guest experiences, and drive innovation across their diverse businesses.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/claudia-infante-data/ Josiah Mackenzie Buzzsprout-17083592 Fri, 02 May 2025 01:00:00 -0700 827 full false Don’t Assume, Listen: Margaritaville’s Secret to Guest-Led Innovation - Claudia Infante, Margaritaville Don’t Assume, Listen: Margaritaville’s Secret to Guest-Led Innovation - Claudia Infante, Margaritaville In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares how listening to and understanding your guests and partners can lead to better products, happier customers, and a stronger business.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares how listening to and understanding your guests and partners can lead to better products, happier customers, and a stronger business.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/claudia-infante-listen/ Josiah Mackenzie Buzzsprout-17076634 Thu, 01 May 2025 01:00:00 -0700 456 full false How Margaritaville's "Surprise and Delight" Loyalty Strategy Drove $160M - Claudia Infante, Margaritaville How Margaritaville's "Surprise and Delight" Loyalty Strategy Drove $160M - Claudia Infante, Margaritaville In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares how an innovative loyalty program has attracted about 400,000 members and driven $160 million in revenue by focusing on delighting guests.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares how an innovative loyalty program has attracted about 400,000 members and driven $160 million in revenue by focusing on delighting guests.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/claudia-infante-loyalty/ Josiah Mackenzie Buzzsprout-17069476 Wed, 30 Apr 2025 01:00:00 -0700 730 full false Hospitality vs. Lodging: How Real Hospitality Drives Revenue and Profits - Claudia Infante, Margaritaville Hospitality vs. Lodging: How Real Hospitality Drives Revenue and Profits - Claudia Infante, Margaritaville In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares insights on the distinction between hospitality and lodging, as well as why investing in service is a smart business move.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares insights on the distinction between hospitality and lodging, as well as why investing in service is a smart business move.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/claudia-infante-hospitality/ Josiah Mackenzie Buzzsprout-17053365 Tue, 29 Apr 2025 01:00:00 -0700 538 full false Get Out from Behind Your Desk (And Other Hospitality Career Secrets) - Claudia Infante, Margaritaville Get Out from Behind Your Desk (And Other Hospitality Career Secrets) - Claudia Infante, Margaritaville In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares her career journey so far, the lessons learned from her mentors, and the importance of building relationships and sharing ideas.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares her career journey so far, the lessons learned from her mentors, and the importance of building relationships and sharing ideas.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/claudia-infante-career/ Josiah Mackenzie Buzzsprout-17053289 Mon, 28 Apr 2025 01:00:00 -0700 939 full false A Corner Store, a Bus Driver, and the Moment Hospitality Changed My Life - Claudia Infante, Margaritaville A Corner Store, a Bus Driver, and the Moment Hospitality Changed My Life - Claudia Infante, Margaritaville In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares a story about experiencing the power of hospitality at a young age.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Claudia Infante, Chief Data Officer at Margaritaville, shares a story about experiencing the power of hospitality at a young age.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/claudia-infante-story/ Josiah Mackenzie Buzzsprout-17053235 Sun, 27 Apr 2025 17:00:00 -0700 447 full false Discover Some of the World's Most Inspiring Hotels with Design Hotels’ Stijn Oyen Discover Some of the World's Most Inspiring Hotels with Design Hotels’ Stijn Oyen In this episode, Matthias Huettebraeuker speaks with Stijn Oyen, Managing Director at Design Hotels, about some of the world's most innovative hotels and what makes them special.

See all of the properties mentioned today at DesignHotels.com 

If you liked this episode, you may also like:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matthias Huettebraeuker speaks with Stijn Oyen, Managing Director at Design Hotels, about some of the world's most innovative hotels and what makes them special.

See all of the properties mentioned today at DesignHotels.com 

If you liked this episode, you may also like:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/design-hotels-highlights/ Josiah Mackenzie Buzzsprout-17010566 Sat, 26 Apr 2025 01:00:00 -0700 561 full false Reduce Turnover & Boost Team Performance: How We're Gamifying Employee Engagement in Hotels - Roger Robles & Emma Christensen, Actabl [Sponsor Bonus] Reduce Turnover & Boost Team Performance: How We're Gamifying Employee Engagement in Hotels - Roger Robles & Emma Christensen, Actabl [Sponsor Bonus] Staffing and turnover remain challenges in hospitality, but you can tackle this head-on. In this special sponsor bonus episode, Josiah sits down with his colleagues at Actabl, Roger Robles and Emma Christensen, to unpack “Associate Engagement,” a new feature inside Transcendent that turns routine maintenance into a live scoreboard, gives engineers the recognition they deserve, and helps you see who’s really performing.​​

Request a call here with Actabl to learn more about this

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Staffing and turnover remain challenges in hospitality, but you can tackle this head-on. In this special sponsor bonus episode, Josiah sits down with his colleagues at Actabl, Roger Robles and Emma Christensen, to unpack “Associate Engagement,” a new feature inside Transcendent that turns routine maintenance into a live scoreboard, gives engineers the recognition they deserve, and helps you see who’s really performing.​​

Request a call here with Actabl to learn more about this

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/actabl-associate-engagement/ Josiah Mackenzie Buzzsprout-17031443 Fri, 25 Apr 2025 07:00:00 -0700 2022 full false Future Forecast: Why "Community Capital" is Transforming Luxury Hospitality - Stijn Oyen, Design Hotels Future Forecast: Why "Community Capital" is Transforming Luxury Hospitality - Stijn Oyen, Design Hotels In this episode, Matthias Huettebraeuker interviews Stijn Oyen, Managing Director at Design Hotels, about the future of hospitality, the concept of "community capital," and trends unfolding in the industry today.

See the report from Design Hotels, “Further Forecast 2025—Community Capital,” and their article "Travelers Are Seeking Community: Here’s How to Build It."

If you liked this, you may also like:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matthias Huettebraeuker interviews Stijn Oyen, Managing Director at Design Hotels, about the future of hospitality, the concept of "community capital," and trends unfolding in the industry today.

See the report from Design Hotels, “Further Forecast 2025—Community Capital,” and their article "Travelers Are Seeking Community: Here’s How to Build It."

If you liked this, you may also like:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/design-hotels-future/ Josiah Mackenzie Buzzsprout-17010564 Fri, 25 Apr 2025 01:00:00 -0700 997 full false How Culture and Originality Create Standout Hospitality Experiences - Stijn Oyen, Design Hotels How Culture and Originality Create Standout Hospitality Experiences - Stijn Oyen, Design Hotels In this episode, Matthias Huettebraeuker interviews Stijn Oyen, Managing Director at Design Hotels, about authenticity, culture, and originality in hospitality today.

Also see: Inside Design Hotels: How Stijn Oyen Curates a Global Collection of Hospitality Innovators

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matthias Huettebraeuker interviews Stijn Oyen, Managing Director at Design Hotels, about authenticity, culture, and originality in hospitality today.

Also see: Inside Design Hotels: How Stijn Oyen Curates a Global Collection of Hospitality Innovators

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/design-hotels-originality/ Josiah Mackenzie Buzzsprout-17010551 Thu, 24 Apr 2025 01:00:00 -0700 865 full false Inside Design Hotels: How Stijn Oyen Curates a Global Collection of Hospitality Innovators Inside Design Hotels: How Stijn Oyen Curates a Global Collection of Hospitality Innovators In this episode, Matthias Huettebraeuker interviews Stijn Oyen, Managing Director at Design Hotels. They highlight the unique qualities and curation process of Design Hotels, as well as how the company maintains its distinctiveness in the hospitality industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matthias Huettebraeuker interviews Stijn Oyen, Managing Director at Design Hotels. They highlight the unique qualities and curation process of Design Hotels, as well as how the company maintains its distinctiveness in the hospitality industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/design-hotels-stijn-oyen/ Josiah Mackenzie Buzzsprout-16995577 Wed, 23 Apr 2025 01:00:00 -0700 983 full false Beyond AI: Engineering the Future of Luxury Travel - Gilda Perez-Alvarado, Accor Beyond AI: Engineering the Future of Luxury Travel - Gilda Perez-Alvarado, Accor Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, shares her insights on the broader applications of technology and innovation in the hospitality industry.

Also, see our other episodes with Gilda:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, shares her insights on the broader applications of technology and innovation in the hospitality industry.

Also, see our other episodes with Gilda:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/gilda-perez-alvarado-innovation/ Josiah Mackenzie Buzzsprout-17010528 Tue, 22 Apr 2025 01:00:00 -0700 623 full false Leading Through Change: Adaptability in a Turbulent World - Gilda Perez-Alvarado, Accor Leading Through Change: Adaptability in a Turbulent World - Gilda Perez-Alvarado, Accor Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, shares her insights on leadership, adaptability, and innovation in the hospitality industry today.

Also, see our other episodes with Gilda:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, shares her insights on leadership, adaptability, and innovation in the hospitality industry today.

Also, see our other episodes with Gilda:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/gilda-perez-alvarado-change/ Josiah Mackenzie Buzzsprout-17010523 Mon, 21 Apr 2025 01:00:00 -0700 400 full false Sustaining Peak Performance: How Hospitality Leaders Can Thrive Beyond the 9-5 - Josh Wyatt Sustaining Peak Performance: How Hospitality Leaders Can Thrive Beyond the 9-5 - Josh Wyatt In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner, shares what he's learned about operating at your best as a hospitality leader.

Also, see our other episodes with Josh:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner, shares what he's learned about operating at your best as a hospitality leader.

Also, see our other episodes with Josh:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/josh-wyatt-peak/ Josiah Mackenzie Buzzsprout-17005853 Sun, 20 Apr 2025 01:00:00 -0700 350 full false How to Lead Teams That Deliver Exceptional Experiences - Josh Wyatt How to Lead Teams That Deliver Exceptional Experiences - Josh Wyatt In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner, shares what he's learned about leadership in hospitality and beyond.

Also, see our other episodes with Josh:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner, shares what he's learned about leadership in hospitality and beyond.

Also, see our other episodes with Josh:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/josh-wyatt-leadership/ Josiah Mackenzie Buzzsprout-17005850 Sat, 19 Apr 2025 10:00:00 -0700 544 full false Inside Avant Gardner: Creating The World's Most Innovative Entertainment Destination - Josh Wyatt Inside Avant Gardner: Creating The World's Most Innovative Entertainment Destination - Josh Wyatt In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner, shares behind-the-scenes insights into what many are calling the world's most innovative events and entertainment complex, providing a masterclass in creativity and experiential design. 

Links:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner, shares behind-the-scenes insights into what many are calling the world's most innovative events and entertainment complex, providing a masterclass in creativity and experiential design. 

Links:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/avant-gardner/ Josiah Mackenzie Buzzsprout-16967531 Fri, 18 Apr 2025 01:00:00 -0700 930 full false Why Creativity Wins—Even in a Recession: The Generator Hostels Story - Josh Wyatt Why Creativity Wins—Even in a Recession: The Generator Hostels Story - Josh Wyatt In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner and former Co-Founder and Managing Partner of Generator Hostels, takes us inside the powerful intersection of creativity and capital in hospitality. Josh shares the compelling story of how he transformed Generator Hostels into one of the world's most innovative and successful hospitality brands—even during challenging economic times.

You'll learn:

  • Why creativity is crucial for standing out in hospitality.
  • How to effectively balance bold, creative vision with strong financial performance.
  • What it takes to create unique, immersive experiences that attract both guests and investors.

Whether you have the tailwinds of a great economy behind you or find yourself navigating uncertainty, this conversation provides actionable insights into using creativity as your greatest competitive advantage.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josh Wyatt (IG @therealjoshwyatt), CEO of Avant Gardner and former Co-Founder and Managing Partner of Generator Hostels, takes us inside the powerful intersection of creativity and capital in hospitality. Josh shares the compelling story of how he transformed Generator Hostels into one of the world's most innovative and successful hospitality brands—even during challenging economic times.

You'll learn:

  • Why creativity is crucial for standing out in hospitality.
  • How to effectively balance bold, creative vision with strong financial performance.
  • What it takes to create unique, immersive experiences that attract both guests and investors.

Whether you have the tailwinds of a great economy behind you or find yourself navigating uncertainty, this conversation provides actionable insights into using creativity as your greatest competitive advantage.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/josh-wyatt-generator-hostels/ Josiah Mackenzie Buzzsprout-16967525 Thu, 17 Apr 2025 01:00:00 -0700 1211 full false LVMH and Orient Express: How Luxury Leaders Navigate Legacy in an Era of Change - Gilda Perez-Alvarado, Accor LVMH and Orient Express: How Luxury Leaders Navigate Legacy in an Era of Change - Gilda Perez-Alvarado, Accor In this episode, Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, reveals how luxury leaders are successfully preserving legacy brands in today’s rapidly evolving world. She provides an inside look at the strategic partnership between Orient Express and global luxury powerhouse LVMH, exploring why history, authenticity, and meticulous craftsmanship are essential ingredients for thriving amidst uncertainty.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, reveals how luxury leaders are successfully preserving legacy brands in today’s rapidly evolving world. She provides an inside look at the strategic partnership between Orient Express and global luxury powerhouse LVMH, exploring why history, authenticity, and meticulous craftsmanship are essential ingredients for thriving amidst uncertainty.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/gilda-perez-alvarado-LVMH/ Josiah Mackenzie Buzzsprout-16972239 Wed, 16 Apr 2025 01:00:00 -0700 594 full false Reinventing the "Art of Travel": Inside Orient Express's Quest to Redefine Luxury Hospitality - Gilda Perez-Alvarado, Accor Reinventing the "Art of Travel": Inside Orient Express's Quest to Redefine Luxury Hospitality - Gilda Perez-Alvarado, Accor Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, takes us behind the scenes of the iconic brand's revival in this episode recorded Friday, April 11, 2025 - exploring how they're reinventing luxury hospitality. Discover the strategy behind their ambitious launch of Orient Express’s first hotel, train, and yacht—and learn what the new 'art of travel' truly means.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Gilda Perez-Alvarado, Chief Executive Officer of Orient Express and Group Chief Strategy Officer at Accor, takes us behind the scenes of the iconic brand's revival in this episode recorded Friday, April 11, 2025 - exploring how they're reinventing luxury hospitality. Discover the strategy behind their ambitious launch of Orient Express’s first hotel, train, and yacht—and learn what the new 'art of travel' truly means.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/gilda-perez-alvarado-orient-express/ Josiah Mackenzie Buzzsprout-16972224 Tue, 15 Apr 2025 01:00:00 -0700 614 full false Tariffs, Travel Disruption, and What Hotel Leaders Must Do Now - Jan Freitag, CoStar Tariffs, Travel Disruption, and What Hotel Leaders Must Do Now - Jan Freitag, CoStar In this episode, Jan Freitag, National Director, Hospitality Analytics at CoStar Group, shares insights on the impact of tariffs on the US hotel industry, the importance of actionable data, and strategies for navigating uncertain times.

Links:

More conversations about the economy and the state of the hotel industry:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jan Freitag, National Director, Hospitality Analytics at CoStar Group, shares insights on the impact of tariffs on the US hotel industry, the importance of actionable data, and strategies for navigating uncertain times.

Links:

More conversations about the economy and the state of the hotel industry:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jan-freitag/ Josiah Mackenzie Buzzsprout-16967444 Mon, 14 Apr 2025 01:00:00 -0700 1240 full false Sunday Slowdown: A Bespoke Sound Takeover with Clay Bassford Sunday Slowdown: A Bespoke Sound Takeover with Clay Bassford Today, Hospitality Daily transforms into your personal sonic retreat as we present our first-ever musical special: "Dream Resort: A Mediterranean Escape," created by Clay Bassford and our friends at Bespoke Sound.

Leave behind the daily challenges of hospitality and immerse yourself in the fantasy resort experience you work so hard to create for others. Our specially curated 53-minute musical journey transports you to an idyllic Mediterranean paradise—from the gentle morning waves greeting your arrival to the tranquil evening ambiance as stars emerge over the sea.

No industry insights this time. No trends to analyze. Just pure, unadulterated escapism through a carefully crafted playlist that tells the story of the perfect resort day. Interwoven with natural soundscapes and guided by playful narration, this episode invites you to remember why you fell in love with hospitality in the first place.

Headphones recommended. Permission to daydream granted.

Check out the full playlist here on Spotify

Once you're done listening to this, check my conversations with Clay here: How To Use Music To Elevate Your Guest Experience 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Today, Hospitality Daily transforms into your personal sonic retreat as we present our first-ever musical special: "Dream Resort: A Mediterranean Escape," created by Clay Bassford and our friends at Bespoke Sound.

Leave behind the daily challenges of hospitality and immerse yourself in the fantasy resort experience you work so hard to create for others. Our specially curated 53-minute musical journey transports you to an idyllic Mediterranean paradise—from the gentle morning waves greeting your arrival to the tranquil evening ambiance as stars emerge over the sea.

No industry insights this time. No trends to analyze. Just pure, unadulterated escapism through a carefully crafted playlist that tells the story of the perfect resort day. Interwoven with natural soundscapes and guided by playful narration, this episode invites you to remember why you fell in love with hospitality in the first place.

Headphones recommended. Permission to daydream granted.

Check out the full playlist here on Spotify

Once you're done listening to this, check my conversations with Clay here: How To Use Music To Elevate Your Guest Experience 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sonic-experience/ Josiah Mackenzie Buzzsprout-16951603 Sun, 13 Apr 2025 01:00:00 -0700 3228 full false Celebrating Careers, Cultivating Culture: Suzie Thompson on Red Carnation’s Secret to Hospitality Excellence Celebrating Careers, Cultivating Culture: Suzie Thompson on Red Carnation’s Secret to Hospitality Excellence In this episode, Suzie Thompson, Vice President of Commercial at Red Carnation Hotels, shares her insights on careers in hospitality and how they celebrate excellence.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Suzie Thompson, Vice President of Commercial at Red Carnation Hotels, shares her insights on careers in hospitality and how they celebrate excellence.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/suzie-thompson-career/ Josiah Mackenzie Buzzsprout-16964840 Sat, 12 Apr 2025 01:00:00 -0700 653 full false How We’re Preparing Our Hotels for an AI-Driven World - Suzie Thompson, Red Carnation Hotels How We’re Preparing Our Hotels for an AI-Driven World - Suzie Thompson, Red Carnation Hotels In this episode, Suzie Thompson, Vice President of Commercial at Red Carnation Hotels, shares how she is preparing for an AI-driven world.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Suzie Thompson, Vice President of Commercial at Red Carnation Hotels, shares how she is preparing for an AI-driven world.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/suzie-thompson-tech/ Josiah Mackenzie Buzzsprout-16954817 Fri, 11 Apr 2025 01:00:00 -0700 624 full false The Red Carnation Blueprint: Making Every Guest Feel Like the Only One - Suzie Thompson, Red Carnation Hotels The Red Carnation Blueprint: Making Every Guest Feel Like the Only One - Suzie Thompson, Red Carnation Hotels In this episode, Suzie Thompson, Vice President of Commercial at Red Carnation Hotels, shares insights into how her teams blend data, culture, and creativity to deliver exceptional guest experiences.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Suzie Thompson, Vice President of Commercial at Red Carnation Hotels, shares insights into how her teams blend data, culture, and creativity to deliver exceptional guest experiences.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/suzie-thompson-red-carnation/ Josiah Mackenzie Buzzsprout-16945347 Thu, 10 Apr 2025 01:00:00 -0700 2221 full false My AI Research Results: 87% of Hospitality Pros Already Use AI (Here's How) - Josiah Mackenzie My AI Research Results: 87% of Hospitality Pros Already Use AI (Here's How) - Josiah Mackenzie In this episode, Josiah Mackenzie shares some top takeaways from his latest research, including how 87% of hospitality professionals participating in the study already use AI to improve efficiency, creativity, and guest experience. Listen now for practical examples, underutilized AI opportunities, and actionable insights you can use in your hotel or hospitality business.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie shares some top takeaways from his latest research, including how 87% of hospitality professionals participating in the study already use AI to improve efficiency, creativity, and guest experience. Listen now for practical examples, underutilized AI opportunities, and actionable insights you can use in your hotel or hospitality business.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/2025-ai-hotel-stats/ Josiah Mackenzie Buzzsprout-16942209 Wed, 09 Apr 2025 01:00:00 -0700 1007 full false Tariffs, Unfolding Travel Trends, and San Francisco’s Comeback - Zach Demuth, JLL Tariffs, Unfolding Travel Trends, and San Francisco’s Comeback - Zach Demuth, JLL In this episode, Zach Demuth, the Global Head of Hotels Research at JLL, shares what he sees happening in the hotel and hospitality ecosystem, including tariffs, travel trends, and San Francisco's comeback.

See insights and research from JLL here

See coverage of JLL's San Francisco research on Hotel Management and Hotel Investment Today.

Check out our other conversations:

Listen to Josiah's other conversations about San Francisco here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Zach Demuth, the Global Head of Hotels Research at JLL, shares what he sees happening in the hotel and hospitality ecosystem, including tariffs, travel trends, and San Francisco's comeback.

See insights and research from JLL here

See coverage of JLL's San Francisco research on Hotel Management and Hotel Investment Today.

Check out our other conversations:

Listen to Josiah's other conversations about San Francisco here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/zach-demuth-april-2025/ Josiah Mackenzie Buzzsprout-16928206 Tue, 08 Apr 2025 08:00:00 -0700 1464 full false Hospitality’s Early Warning Signs: What the Data Reveals About the Economy Ahead - Jamie Lane, AirDNA Hospitality’s Early Warning Signs: What the Data Reveals About the Economy Ahead - Jamie Lane, AirDNA In this episode, Jamie Lane, Chief Economist at AirDNA, reveals how data provides crucial early warnings for broader trends—and what hospitality professionals can do about it.

What you'll learn in this episode:

  • How hospitality’s approach to data has shifted—from historical analysis to predictive insights.
  • Why short-term rental bookings provide an early glimpse into hotel demand.
  • The connection between short-term rentals and hotel markets.
  • What niche short-term rental growth signals for hospitality investors.
  • How economic uncertainty impacts consumer booking behavior and spending.
  • The critical influence of the "wealth effect" on travelers’ decisions.
  • Practical ways to leverage data for operational agility and better decision-making in uncertain times.

Resources mentioned:

If you liked this, you may also like:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jamie Lane, Chief Economist at AirDNA, reveals how data provides crucial early warnings for broader trends—and what hospitality professionals can do about it.

What you'll learn in this episode:

  • How hospitality’s approach to data has shifted—from historical analysis to predictive insights.
  • Why short-term rental bookings provide an early glimpse into hotel demand.
  • The connection between short-term rentals and hotel markets.
  • What niche short-term rental growth signals for hospitality investors.
  • How economic uncertainty impacts consumer booking behavior and spending.
  • The critical influence of the "wealth effect" on travelers’ decisions.
  • Practical ways to leverage data for operational agility and better decision-making in uncertain times.

Resources mentioned:

If you liked this, you may also like:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jamie-lane/ Josiah Mackenzie Buzzsprout-16918932 Mon, 07 Apr 2025 01:00:00 -0700 2479 full false My Journey to GM: Lessons in Leadership, Culture, and the Power of Resilience - Hazel Hagans Farris, Le Meridien Washington, D.C., The Madison My Journey to GM: Lessons in Leadership, Culture, and the Power of Resilience - Hazel Hagans Farris, Le Meridien Washington, D.C., The Madison In this episode, Emily Goldfischer, founder and editor-in-chief of hertelier, interviews Hazel Hagans Farris, Le Meridien Washington, D.C., The Madison. Hazel shares her unconventional journey from studying chemistry to becoming a leader in the hospitality industry, tackling leadership challenges, and championing women in hospitality.

In this, we cover:

  • (00:00) Introduction
  • (00:21) Hazel's background and career shift
  • (01:17) First role at W Atlanta Buckhead
  • (02:46) Gradual realization of passion for hospitality
  • (04:04) Career progression at W Hotels
  • (05:42) Challenges faced at W Atlanta Buckhead
  • (07:43) Leadership development and training
  • (10:26) Importance of in-person networking
  • (12:04) Move to New York and W Times Square
  • (14:55) Memorable night shift story
  • (16:54) Career moves to Chicago and Dallas
  • (19:35) Move to Washington, D.C.
  • (22:53) Becoming GM at Le Meridien, Washington, D.C.
  • (23:22) Building and leading teams
  • (28:09) Empowering and mentoring others
  • (32:53) Current trends in the D.C. market
  • (34:13) Balancing motherhood and career
  • (39:12) Women in Leadership initiatives at HEI
  • (43:06) Importance of mentorship and networking
  • (45:25) Gender parity at HEI
  • (48:12) Representation and inspiration from female leaders
  • (48:45) Quick fire questions and best advice received

Read the story on hertelier: From Chemistry to Culture: How Hazel Hagans Farris Leads with Heart at Le Meridien Washington, D.C., The Madison

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Emily Goldfischer, founder and editor-in-chief of hertelier, interviews Hazel Hagans Farris, Le Meridien Washington, D.C., The Madison. Hazel shares her unconventional journey from studying chemistry to becoming a leader in the hospitality industry, tackling leadership challenges, and championing women in hospitality.

In this, we cover:

  • (00:00) Introduction
  • (00:21) Hazel's background and career shift
  • (01:17) First role at W Atlanta Buckhead
  • (02:46) Gradual realization of passion for hospitality
  • (04:04) Career progression at W Hotels
  • (05:42) Challenges faced at W Atlanta Buckhead
  • (07:43) Leadership development and training
  • (10:26) Importance of in-person networking
  • (12:04) Move to New York and W Times Square
  • (14:55) Memorable night shift story
  • (16:54) Career moves to Chicago and Dallas
  • (19:35) Move to Washington, D.C.
  • (22:53) Becoming GM at Le Meridien, Washington, D.C.
  • (23:22) Building and leading teams
  • (28:09) Empowering and mentoring others
  • (32:53) Current trends in the D.C. market
  • (34:13) Balancing motherhood and career
  • (39:12) Women in Leadership initiatives at HEI
  • (43:06) Importance of mentorship and networking
  • (45:25) Gender parity at HEI
  • (48:12) Representation and inspiration from female leaders
  • (48:45) Quick fire questions and best advice received

Read the story on hertelier: From Chemistry to Culture: How Hazel Hagans Farris Leads with Heart at Le Meridien Washington, D.C., The Madison

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hazel-hagans-farris/ Josiah Mackenzie Buzzsprout-16919214 Sun, 06 Apr 2025 01:00:00 -0700 2983 full false Navigating Career Change: Practical Advice for Finding What's Next for You in Hospitality - Anna Blue Navigating Career Change: Practical Advice for Finding What's Next for You in Hospitality - Anna Blue In this episode, Anna Blue, a seasoned leader in hospitality and beyond, shares her insights on navigating career transitions, the importance of finding purpose, and the power of saying "I don't know yet."

We cover:

  • (00:00) Intro: Layoffs in the U.S. and career transitions
  • (00:32) Anna's own career transition
  • (03:09) Being "highly employable"
  • (04:50) Learning from others' experiences
  • (05:40) Balancing work and personal life
  • (07:07) Finding excitement in new opportunities
  • (09:17) Career advice from Anna's dad
  • (10:33) The importance of relationships and conversations
  • (12:05) Exploring opportunities in hospitality and beyond
  • (14:25) Asking questions and learning from industry leaders

Listen to our other episodes with Anna:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anna Blue, a seasoned leader in hospitality and beyond, shares her insights on navigating career transitions, the importance of finding purpose, and the power of saying "I don't know yet."

We cover:

  • (00:00) Intro: Layoffs in the U.S. and career transitions
  • (00:32) Anna's own career transition
  • (03:09) Being "highly employable"
  • (04:50) Learning from others' experiences
  • (05:40) Balancing work and personal life
  • (07:07) Finding excitement in new opportunities
  • (09:17) Career advice from Anna's dad
  • (10:33) The importance of relationships and conversations
  • (12:05) Exploring opportunities in hospitality and beyond
  • (14:25) Asking questions and learning from industry leaders

Listen to our other episodes with Anna:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/anna-blue-career/ Josiah Mackenzie Buzzsprout-16919169 Sat, 05 Apr 2025 01:00:00 -0700 1191 full false Less Ringing, More Hospitality: AI-Powered PBX To Give Our Teams More Time for Guests - Steven Marais, Noble House Hotels & Resorts Less Ringing, More Hospitality: AI-Powered PBX To Give Our Teams More Time for Guests - Steven Marais, Noble House Hotels & Resorts In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares an exciting new initiative to free up his teams to spend more time with guests. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares an exciting new initiative to free up his teams to spend more time with guests. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steven-marais-pbx/ Josiah Mackenzie Buzzsprout-16913605 Fri, 04 Apr 2025 01:00:00 -0700 467 full false Better Together: How We Aligned Hotel Operations, Staffing & Financial Performance with Actabl - Steven Marais, Noble House Hotels & Resorts [Sponsor Bonus] Better Together: How We Aligned Hotel Operations, Staffing & Financial Performance with Actabl - Steven Marais, Noble House Hotels & Resorts [Sponsor Bonus] In this bonus episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares his experience working with Actabl's suite of products: 

See more episodes with Steven: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this bonus episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares his experience working with Actabl's suite of products: 

See more episodes with Steven: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/actabl-noble-house/ Buzzsprout-16908307 Thu, 03 Apr 2025 14:00:00 -0700 686 full false Hotel Tech Integration: Why It's Still Broken (And How You Can Fix It) - Steven Marais, Noble House Hotels & Resorts Hotel Tech Integration: Why It's Still Broken (And How You Can Fix It) - Steven Marais, Noble House Hotels & Resorts In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares insights on simplifying hotel tech stacks, the challenges of integrations, and the journey towards a more unified, cloud-based technology foundation.

We cover:

  • (00:56) Steven's role and responsibilities 
  • (02:08) The importance of interfacing in hospitality tech
  • (03:52) Challenges with legacy systems and new tech
  • (05:01) Preparing for a future with more AI
  • (05:56) Standardizing the tech stack across properties
  • (07:33) Building partnerships with tech companies
  • (08:58) Evaluating and choosing the best tech partners

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares insights on simplifying hotel tech stacks, the challenges of integrations, and the journey towards a more unified, cloud-based technology foundation.

We cover:

  • (00:56) Steven's role and responsibilities 
  • (02:08) The importance of interfacing in hospitality tech
  • (03:52) Challenges with legacy systems and new tech
  • (05:01) Preparing for a future with more AI
  • (05:56) Standardizing the tech stack across properties
  • (07:33) Building partnerships with tech companies
  • (08:58) Evaluating and choosing the best tech partners

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steven-marais-tech/ Josiah Mackenzie Buzzsprout-16908276 Thu, 03 Apr 2025 01:00:00 -0700 727 full false Creating Careers, Not Just Jobs: How to Recruit, Retain, and Inspire Great Hospitality Talent - Steven Marais, Noble House Hotels & Resorts Creating Careers, Not Just Jobs: How to Recruit, Retain, and Inspire Great Hospitality Talent - Steven Marais, Noble House Hotels & Resorts In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares insights on challenges and strategies for recruiting and retaining talent in the hospitality industry, including the importance of creating career paths and a fun work environment.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares insights on challenges and strategies for recruiting and retaining talent in the hospitality industry, including the importance of creating career paths and a fun work environment.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steven-marais-people/ Josiah Mackenzie Buzzsprout-16901560 Wed, 02 Apr 2025 01:00:00 -0700 689 full false Execution is Everything: Turning Hospitality Ideas into Exceptional Guest Experiences - Steven Marais, Noble House Hotels & Resorts Execution is Everything: Turning Hospitality Ideas into Exceptional Guest Experiences - Steven Marais, Noble House Hotels & Resorts In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares the most valuable lesson he's learned in his career: that execution is everything. He discusses the importance of follow-through in hospitality, the role of training and preparation, and how to handle high-pressure events.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares the most valuable lesson he's learned in his career: that execution is everything. He discusses the importance of follow-through in hospitality, the role of training and preparation, and how to handle high-pressure events.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steven-marais-training/ Josiah Mackenzie Buzzsprout-16892517 Tue, 01 Apr 2025 01:00:00 -0700 482 full false Why I Stayed: How Growth, Culture, and Opportunity Kept Me in Hospitality - Steven Marais, Noble House Hotels & Resorts Why I Stayed: How Growth, Culture, and Opportunity Kept Me in Hospitality - Steven Marais, Noble House Hotels & Resorts In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares his journey from bellman to VP, the importance of culture and opportunity in career growth, and insights into leading through change in the hospitality industry.

  • (00:00) Introduction 
  • (00:32) Steven's career journey from Bellman to VP
  • (01:47) How Steven got started in hospitality
  • (02:33) Career opportunities in the hospitality industry
  • (03:09) Steven's current role as VP of Rooms
  • (04:04) The intersection of technology and hospitality
  • (04:28) The power of longevity in building a career
  • (05:09) Transition from Kimpton to Noble House
  • (06:40) Importance of culture and team strength

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steven Marais, Vice President of Rooms at Noble House Hotels & Resorts, shares his journey from bellman to VP, the importance of culture and opportunity in career growth, and insights into leading through change in the hospitality industry.

  • (00:00) Introduction 
  • (00:32) Steven's career journey from Bellman to VP
  • (01:47) How Steven got started in hospitality
  • (02:33) Career opportunities in the hospitality industry
  • (03:09) Steven's current role as VP of Rooms
  • (04:04) The intersection of technology and hospitality
  • (04:28) The power of longevity in building a career
  • (05:09) Transition from Kimpton to Noble House
  • (06:40) Importance of culture and team strength

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steven-marais/ Josiah Mackenzie Buzzsprout-16887189 Mon, 31 Mar 2025 01:00:00 -0700 625 full false What Hospitality Leaders Stopped Talking About (And Why It Matters Now) - Anna Blue What Hospitality Leaders Stopped Talking About (And Why It Matters Now) - Anna Blue In this episode, Anna Blue shares insights on the current state of the hospitality industry, including DEI, women's empowerment programs, and practical steps leaders can take to drive positive change.

We cover:

  • (01:16) Current chaos and volatility in the industry
  • (02:07) Industry's silence and its impact
  • (03:11) Importance of transparency 
  • (05:06) DEI discussions behind closed doors
  • (07:08) Disconnect between C-suite and staff
  • (08:25) Effectiveness of DEI programs
  • (09:09) Programs for women in hospitality
  • (10:56) Shaping the narrative as a leader
  • (13:01) Learning and development for all employees
  • (15:44) Creating real opportunities for underrepresented groups
  • (17:22) Immigration
  • (23:53) Opportunities for hourly wage workers
  • (24:49) Personal story: Anna's son 

See our previous conversation: Supporting A Stronger Hotel Workforce

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anna Blue shares insights on the current state of the hospitality industry, including DEI, women's empowerment programs, and practical steps leaders can take to drive positive change.

We cover:

  • (01:16) Current chaos and volatility in the industry
  • (02:07) Industry's silence and its impact
  • (03:11) Importance of transparency 
  • (05:06) DEI discussions behind closed doors
  • (07:08) Disconnect between C-suite and staff
  • (08:25) Effectiveness of DEI programs
  • (09:09) Programs for women in hospitality
  • (10:56) Shaping the narrative as a leader
  • (13:01) Learning and development for all employees
  • (15:44) Creating real opportunities for underrepresented groups
  • (17:22) Immigration
  • (23:53) Opportunities for hourly wage workers
  • (24:49) Personal story: Anna's son 

See our previous conversation: Supporting A Stronger Hotel Workforce

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/anna-blue-2025/ Josiah Mackenzie Buzzsprout-16877851 Sun, 30 Mar 2025 01:00:00 -0700 1837 full false White Lotus and the End of Surface-Level Hospitality - Samantha Hardcastle White Lotus and the End of Surface-Level Hospitality - Samantha Hardcastle In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares lessons every hospitality provider can learn from White Lotus.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares lessons every hospitality provider can learn from White Lotus.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/white-lotus-lessons/ Josiah Mackenzie Buzzsprout-16877713 Sat, 29 Mar 2025 01:00:00 -0700 1463 full false How to 'Disneyfy' Your Hospitality Business to Delight Guests and Drive Revenue - Vance Morris How to 'Disneyfy' Your Hospitality Business to Delight Guests and Drive Revenue - Vance Morris In this episode, Vance Morris, a former Disney leader and founder of Deliver Service Now, shares how hospitality businesses can create extraordinary guest experiences—and significantly increase revenue—by implementing the proven systems behind Disney’s magic.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Vance Morris, a former Disney leader and founder of Deliver Service Now, shares how hospitality businesses can create extraordinary guest experiences—and significantly increase revenue—by implementing the proven systems behind Disney’s magic.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/vance-morris/ Josiah Mackenzie Buzzsprout-16867819 Fri, 28 Mar 2025 01:00:00 -0700 1939 full false Behind the Scenes of SCP Hotels' Sustainability Strategy - Kathy Sue McGuire Behind the Scenes of SCP Hotels' Sustainability Strategy - Kathy Sue McGuire In this episode, Kathy Sue McGuire, President and CEO of Sustainable Hospitality Solutions, shares how sustainability initiatives can create cost savings, engage teams, and drive revenue growth through a story of her work with Soul Community Planet Hotels.

Also check out: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kathy Sue McGuire, President and CEO of Sustainable Hospitality Solutions, shares how sustainability initiatives can create cost savings, engage teams, and drive revenue growth through a story of her work with Soul Community Planet Hotels.

Also check out: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kathy-sue-mcguire-scp/ Buzzsprout-16873130 Thu, 27 Mar 2025 01:00:00 -0700 665 full false Sustainability That Pays: How One Hotel Saved Tens of Thousands on Trash Bags - Kathy Sue McGuire Sustainability That Pays: How One Hotel Saved Tens of Thousands on Trash Bags - Kathy Sue McGuire In this episode, Kathy Sue McGuire, President and CEO of Sustainable Hospitality Solutions, shares insights on how sustainability can be a smart business strategy for hotels, helping them cut costs, grow revenue, and engage their teams.

  • (00:00) Introduction to Kathy Sue McGuire
  • (01:18) Kathy's journey into sustainability
  • (03:21) Current challenges in the hotel industry
  • (04:31) Case study: Saving on trash bags
  • (05:44) Case study: Switching to toiletries dispensers
  • (07:10) Kathy's early experiences with sustainability
  • (10:17) Sustainability as good business practice
  • (13:25) Case study: Reducing plastic disposables
  • (14:55) Increasing revenue through sustainability
  • (17:30) Employee engagement through sustainability
  • (21:07) Getting started with sustainability in hotels
  • (24:03) Creating a green team and assessment
  • (26:15) Green Key certification process

More mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kathy Sue McGuire, President and CEO of Sustainable Hospitality Solutions, shares insights on how sustainability can be a smart business strategy for hotels, helping them cut costs, grow revenue, and engage their teams.

  • (00:00) Introduction to Kathy Sue McGuire
  • (01:18) Kathy's journey into sustainability
  • (03:21) Current challenges in the hotel industry
  • (04:31) Case study: Saving on trash bags
  • (05:44) Case study: Switching to toiletries dispensers
  • (07:10) Kathy's early experiences with sustainability
  • (10:17) Sustainability as good business practice
  • (13:25) Case study: Reducing plastic disposables
  • (14:55) Increasing revenue through sustainability
  • (17:30) Employee engagement through sustainability
  • (21:07) Getting started with sustainability in hotels
  • (24:03) Creating a green team and assessment
  • (26:15) Green Key certification process

More mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kathy-sue-mcguire/ Josiah Mackenzie Buzzsprout-16861022 Wed, 26 Mar 2025 01:00:00 -0700 1862 full false From the Boardroom to the Hotel Lobby: Real Opportunities in Operations - Josiah Mackenzie From the Boardroom to the Hotel Lobby: Real Opportunities in Operations - Josiah Mackenzie In this episode, Josiah Mackenzie, founder of Hospitality Daily and Head of Marketing at Actabl, shares more takeaways from the recent Hunter Hotel Investment Conference, highlighting the opportunity in hotel operations today.

Also check out: Control What You Can: How Top Hoteliers Are Navigating Chaos in 2025 (Hunter Hotel Investment Conference Insights)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie, founder of Hospitality Daily and Head of Marketing at Actabl, shares more takeaways from the recent Hunter Hotel Investment Conference, highlighting the opportunity in hotel operations today.

Also check out: Control What You Can: How Top Hoteliers Are Navigating Chaos in 2025 (Hunter Hotel Investment Conference Insights)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/josiah-mackenzie-hunter-2/ Josiah Mackenzie Buzzsprout-16858568 Tue, 25 Mar 2025 01:00:00 -0700 518 full false Control What You Can: How Top Hoteliers Are Navigating Chaos in 2025 (Hunter Hotel Investment Conference Insights) - Josiah Mackenzie Control What You Can: How Top Hoteliers Are Navigating Chaos in 2025 (Hunter Hotel Investment Conference Insights) - Josiah Mackenzie In this episode, Josiah Mackenzie, founder of Hospitality Daily and Head of Marketing at Actabl, shares takeaways from the recent Hunter Hotel Investment Conference, with insights on the economic environment in 2025 and strategies for hotel owners and operators to thrive:

  • (00:00) Introduction and conference overview
  • (00:21) Changes in hotel investment conversations over the years
  • (00:42) Economic uncertainty in 2025
  • (01:04) Chaos and volatility in the market
  • (01:47) Key takeaways from the opening panel of Hunter
  • (02:09) Importance of understanding the economy for hospitality professionals
  • (02:52) Focus on controllable factors for success
  • (03:12) Long-term opportunities in hospitality
  • (03:44) Expense growth vs. revenue growth
  • (04:15) Maximizing revenue and profits
  • (04:46) Importance of profits in hospitality
  • (05:08) Persistent inflation and its impact

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie, founder of Hospitality Daily and Head of Marketing at Actabl, shares takeaways from the recent Hunter Hotel Investment Conference, with insights on the economic environment in 2025 and strategies for hotel owners and operators to thrive:

  • (00:00) Introduction and conference overview
  • (00:21) Changes in hotel investment conversations over the years
  • (00:42) Economic uncertainty in 2025
  • (01:04) Chaos and volatility in the market
  • (01:47) Key takeaways from the opening panel of Hunter
  • (02:09) Importance of understanding the economy for hospitality professionals
  • (02:52) Focus on controllable factors for success
  • (03:12) Long-term opportunities in hospitality
  • (03:44) Expense growth vs. revenue growth
  • (04:15) Maximizing revenue and profits
  • (04:46) Importance of profits in hospitality
  • (05:08) Persistent inflation and its impact

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hunter-conference-2025/ Josiah Mackenzie Buzzsprout-16847028 Mon, 24 Mar 2025 01:00:00 -0700 541 full false How Photography Taught Me the #1 Skill in Hospitality: Presence - Sara Masterson, Olympia Hospitality How Photography Taught Me the #1 Skill in Hospitality: Presence - Sara Masterson, Olympia Hospitality In this episode, Sara Masterson, President of Olympia Hospitality, shares what photography taught her with our host, Nancy Mendelson.

More with Sara:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sara Masterson, President of Olympia Hospitality, shares what photography taught her with our host, Nancy Mendelson.

More with Sara:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sara-masterson-photography/ Josiah Mackenzie Buzzsprout-16838288 Sat, 22 Mar 2025 01:00:00 -0700 433 full false Campus Hospitality Insights You Can Apply Anywhere - Sara Masterson, Olympia Hospitality Campus Hospitality Insights You Can Apply Anywhere - Sara Masterson, Olympia Hospitality In this episode, Sara Masterson, President of Olympia Hospitality, shares what we can all learn about campus hospitality with our host, Nancy Mendelson.

More with Sara:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sara Masterson, President of Olympia Hospitality, shares what we can all learn about campus hospitality with our host, Nancy Mendelson.

More with Sara:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sara-masterson-campus/ Josiah Mackenzie Buzzsprout-16832500 Fri, 21 Mar 2025 01:00:00 -0700 519 full false Why Staying in One Company Can Actually Accelerate Your Hospitality Career - Sara Masterson, Olympia Hospitality Why Staying in One Company Can Actually Accelerate Your Hospitality Career - Sara Masterson, Olympia Hospitality In this episode, Sara Masterson, President of Olympia Hospitality, shares what she's learned about the value of tenure with our host and career correspondent, Nancy Mendelson.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sara Masterson, President of Olympia Hospitality, shares what she's learned about the value of tenure with our host and career correspondent, Nancy Mendelson.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sara-masterson-tenure/ Josiah Mackenzie Buzzsprout-16813349 Thu, 20 Mar 2025 01:00:00 -0700 717 full false Learning, Leading, and Letting Go: Sara Masterson’s Approach to Hospitality Leadership Learning, Leading, and Letting Go: Sara Masterson’s Approach to Hospitality Leadership In this episode, Sara Masterson, President of Olympia Hospitality, shares her insights on growth and leadership with our host and career correspondent, Nancy Mendelson.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sara Masterson, President of Olympia Hospitality, shares her insights on growth and leadership with our host and career correspondent, Nancy Mendelson.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sara-masterson-leadership/ Josiah Mackenzie Buzzsprout-16813341 Wed, 19 Mar 2025 01:00:00 -0700 1120 full false Mastering Hotel Onboarding: Olympia’s People-First Strategy for Seamless Transitions - Sara Masterson, Olympia Hospitality Mastering Hotel Onboarding: Olympia’s People-First Strategy for Seamless Transitions - Sara Masterson, Olympia Hospitality In this episode, Sara Masterson, President of Olympia Hospitality, shares insights into the process of onboarding new hotels and the importance of culture in hotel management with our host, Nancy Mendelson.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sara Masterson, President of Olympia Hospitality, shares insights into the process of onboarding new hotels and the importance of culture in hotel management with our host, Nancy Mendelson.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sara-masterson-onboarding/ Josiah Mackenzie Buzzsprout-16813316 Tue, 18 Mar 2025 01:00:00 -0700 523 full false Why Real-Time Operations Will Define Success in Hospitality - Josiah Mackenzie & Wil Slickers Why Real-Time Operations Will Define Success in Hospitality - Josiah Mackenzie & Wil Slickers In this episode, Josiah Mackenzie and Wil Slickers discuss the major shifts happening in the hotel industry now, the importance of real-time data, and innovative strategies for improving operations and profitability.

  • (00:31) Josiah's recent career change
  • (02:00) Building Hospitality Daily and market research
  • (03:03) Challenges in the hotel industry
  • (04:25) The shift towards operational efficiency
  • (05:07) Future of the hotel and hospitality landscape
  • (06:02) Moving beyond traditional metrics
  • (07:06) Importance of profitability in hospitality
  • (08:19) Real-time operations and data
  • (10:50) Technology and data integration challenges
  • (12:20) Steps for implementing new technology
  • (14:27) High leverage points in operations
  • (16:21) Staffing models
  • (19:22) Diversifying revenue streams

This is just an excerpt of the conversation Josiah and Wil had. Listen to the full episode on Slick Talk: Apple Podcasts, Spotify, or YouTube

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie and Wil Slickers discuss the major shifts happening in the hotel industry now, the importance of real-time data, and innovative strategies for improving operations and profitability.

  • (00:31) Josiah's recent career change
  • (02:00) Building Hospitality Daily and market research
  • (03:03) Challenges in the hotel industry
  • (04:25) The shift towards operational efficiency
  • (05:07) Future of the hotel and hospitality landscape
  • (06:02) Moving beyond traditional metrics
  • (07:06) Importance of profitability in hospitality
  • (08:19) Real-time operations and data
  • (10:50) Technology and data integration challenges
  • (12:20) Steps for implementing new technology
  • (14:27) High leverage points in operations
  • (16:21) Staffing models
  • (19:22) Diversifying revenue streams

This is just an excerpt of the conversation Josiah and Wil had. Listen to the full episode on Slick Talk: Apple Podcasts, Spotify, or YouTube

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/real-time-operations/ Josiah Mackenzie Buzzsprout-16803756 Mon, 17 Mar 2025 01:00:00 -0700 1577 full false The Istanbul Insight: What Modern Spas Are Missing - Susie Arnett The Istanbul Insight: What Modern Spas Are Missing - Susie Arnett In this episode, Susie Arnett, a hospitality leader with deep expertise in wellness, shares insights on the historical and social significance of spas and how modern wellness practices can benefit from these ancient traditions.

  • (00:20) Susie's recent hospitality experience
  • (00:44) The roots of spa in Istanbul
  • (01:16) Ancient Greece bathhouses
  • (02:01) Modern U.S. spa culture
  • (02:43) History of relaxation
  • (03:16) Emergence of "alone time"
  • (03:59) The shift from social to solitary
  • (04:22) Extending guest stays in wellness
  • (04:54) New social spa spaces
  • (05:16) Promoting community in spas
  • (05:37) Encouraging social interactions in spas

More with Susie:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Susie Arnett, a hospitality leader with deep expertise in wellness, shares insights on the historical and social significance of spas and how modern wellness practices can benefit from these ancient traditions.

  • (00:20) Susie's recent hospitality experience
  • (00:44) The roots of spa in Istanbul
  • (01:16) Ancient Greece bathhouses
  • (02:01) Modern U.S. spa culture
  • (02:43) History of relaxation
  • (03:16) Emergence of "alone time"
  • (03:59) The shift from social to solitary
  • (04:22) Extending guest stays in wellness
  • (04:54) New social spa spaces
  • (05:16) Promoting community in spas
  • (05:37) Encouraging social interactions in spas

More with Susie:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/susie-arnett-spa/ Josiah Mackenzie Buzzsprout-16779343 Sun, 16 Mar 2025 01:00:00 -0700 546 full false The Future of Guest Experience - Eva Klausner, Numa The Future of Guest Experience - Eva Klausner, Numa In this episode, Eva Klausner, Director of Guest Experience at Numa, shares her thoughts on the future of guest experience.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eva Klausner, Director of Guest Experience at Numa, shares her thoughts on the future of guest experience.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eva-future/ Josiah Mackenzie Buzzsprout-16776727 Sat, 15 Mar 2025 01:00:00 -0700 527 full false The Business of Better Sleep: Hilton's Wellness Leader Shares Her Strategies The Business of Better Sleep: Hilton's Wellness Leader Shares Her Strategies Today is World Sleep Day, and we're diving deep into the business and science of sleep and wellness by re-broadcasting a special event hertelier co-founders Emily Goldfischer and Nancy Mendelson hosted this week with Amanda Al-Masri, VP of Wellness at Hilton, and Emilie Hoyt, CEO of Lather. In this episode, you'll hear them discuss the importance of sleep in hospitality, how hotels create optimal sleep environments, and share their best tips for achieving better sleep.

In this, we cover:

  • (00:00) World Sleep Day & The Importance of Sleep
  • (02:35) Why People Sleep Better in Hotels
  • (03:48) Hilton’s Approach to Enhancing Sleep
  • (06:00) Creating Amenity Experiences
  • (10:00) Showers and Sleep Guest Satisfaction
  • (17:00) Optimal Room Temperature & Bedding
  • (25:00) The Truth About Pillow Menus
  • (31:00) Managing Sensitivity with Scents
  • (36:00) Bathing Rituals and Sleep Science
  • (39:00) Pros and Cons of Signature Hotel Scents
  • (49:00) Sleep Routines & Tips

Read the recap of this event here on hertelier

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Today is World Sleep Day, and we're diving deep into the business and science of sleep and wellness by re-broadcasting a special event hertelier co-founders Emily Goldfischer and Nancy Mendelson hosted this week with Amanda Al-Masri, VP of Wellness at Hilton, and Emilie Hoyt, CEO of Lather. In this episode, you'll hear them discuss the importance of sleep in hospitality, how hotels create optimal sleep environments, and share their best tips for achieving better sleep.

In this, we cover:

  • (00:00) World Sleep Day & The Importance of Sleep
  • (02:35) Why People Sleep Better in Hotels
  • (03:48) Hilton’s Approach to Enhancing Sleep
  • (06:00) Creating Amenity Experiences
  • (10:00) Showers and Sleep Guest Satisfaction
  • (17:00) Optimal Room Temperature & Bedding
  • (25:00) The Truth About Pillow Menus
  • (31:00) Managing Sensitivity with Scents
  • (36:00) Bathing Rituals and Sleep Science
  • (39:00) Pros and Cons of Signature Hotel Scents
  • (49:00) Sleep Routines & Tips

Read the recap of this event here on hertelier

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hertelier-sleep-event/ Josiah Mackenzie Buzzsprout-16782819 Fri, 14 Mar 2025 12:00:00 -0700 3646 full false How Any Hotelier Can Start Innovating Today (Even in a Traditional Hotel) - Eva Klausner, Numa How Any Hotelier Can Start Innovating Today (Even in a Traditional Hotel) - Eva Klausner, Numa In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how any hotelier can think about innovation -- wherever they are working.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how any hotelier can think about innovation -- wherever they are working.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eva-innovate/ Josiah Mackenzie Buzzsprout-16776724 Fri, 14 Mar 2025 01:00:00 -0700 1011 full false Unlocking Revenue Growth: How Technology Enhances F&B Operations - Christine Lising, Shiji [Sponsor Bonus] Unlocking Revenue Growth: How Technology Enhances F&B Operations - Christine Lising, Shiji [Sponsor Bonus] In this sponsored episode, Christine Lising, Director of the Solutions Engineering Team at Shiji, shares practical insights on leveraging technology to enhance food and beverage operations in the hospitality industry.

Learn more about Infrasys POS: The trusted POS for the world’s top hotels.

In this episode, we cover:

  • (01:56) Christine's role at Shiji Group
  • (03:19) Understanding client challenges
  • (04:45) Key questions for identifying business problems
  • (06:10) Evaluating the guest experience
  • (09:09) Common themes in hospitality challenges
  • (11:04) Overview of Shiji Group
  • (12:40) Technology trends in hospitality
  • (20:31) Adoption of mobile ordering
  • (23:14) Case study: Streamlining food and beverage operations
  • (26:33) Importance of making technology easy to use
  • (30:44) Future-proofing technology solutions

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this sponsored episode, Christine Lising, Director of the Solutions Engineering Team at Shiji, shares practical insights on leveraging technology to enhance food and beverage operations in the hospitality industry.

Learn more about Infrasys POS: The trusted POS for the world’s top hotels.

In this episode, we cover:

  • (01:56) Christine's role at Shiji Group
  • (03:19) Understanding client challenges
  • (04:45) Key questions for identifying business problems
  • (06:10) Evaluating the guest experience
  • (09:09) Common themes in hospitality challenges
  • (11:04) Overview of Shiji Group
  • (12:40) Technology trends in hospitality
  • (20:31) Adoption of mobile ordering
  • (23:14) Case study: Streamlining food and beverage operations
  • (26:33) Importance of making technology easy to use
  • (30:44) Future-proofing technology solutions

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/shiji-fb-tech/ Josiah Mackenzie Buzzsprout-16502554 Thu, 13 Mar 2025 03:00:00 -0700 2259 full false Thriving Through Challenges: Resilience in Hospitality Leadership - Eva Klausner, Numa Thriving Through Challenges: Resilience in Hospitality Leadership - Eva Klausner, Numa In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how she and her company pushed through tough times to succeed.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how she and her company pushed through tough times to succeed.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eva-resilience/ Josiah Mackenzie Buzzsprout-16776723 Thu, 13 Mar 2025 01:00:00 -0700 534 full false How We Make Every Employee Care About the Guest Experience - Eva Klausner, Numa How We Make Every Employee Care About the Guest Experience - Eva Klausner, Numa In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how Numa creates and sustains a truly guest-focused culture.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how Numa creates and sustains a truly guest-focused culture.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/numa-guest-centric/ Josiah Mackenzie Buzzsprout-16776711 Wed, 12 Mar 2025 01:00:00 -0700 493 full false How Numa Blends Bots and Humans Seamlessly to Delight Guests - Eva Klausner, Numa How Numa Blends Bots and Humans Seamlessly to Delight Guests - Eva Klausner, Numa In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how Numa uses chatbots to delight their guests.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how Numa uses chatbots to delight their guests.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/numa-bots/ Josiah Mackenzie Buzzsprout-16762108 Tue, 11 Mar 2025 01:00:00 -0700 805 full false No Receptionist, No Problem: How Numa is Thriving with a Digital-First Guest Experience - Eva Klausner, Numa No Receptionist, No Problem: How Numa is Thriving with a Digital-First Guest Experience - Eva Klausner, Numa In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how Numa reimagined hospitality by eliminating the traditional front desk and delighting guests with a digital-first approach.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. Listen to our other episodes together here:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how Numa reimagined hospitality by eliminating the traditional front desk and delighting guests with a digital-first approach.

This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. Listen to our other episodes together here:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eva-klausner-numa/ Josiah Mackenzie Buzzsprout-16762076 Mon, 10 Mar 2025 01:00:00 -0700 858 full false How I Became the #1 Influencer in Hospitality - Josiah Mackenzie How I Became the #1 Influencer in Hospitality - Josiah Mackenzie Josiah Mackenzie shares what he's learned about influence in hospitality and beyond.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie shares what he's learned about influence in hospitality and beyond.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/josiah-mackenzie-influence/ Josiah Mackenzie Buzzsprout-16761140 Sun, 09 Mar 2025 15:00:00 -0700 770 full false Recharging Through Adventure: A Hospitality Insider’s Approach - Abdul Baaghil Recharging Through Adventure: A Hospitality Insider’s Approach - Abdul Baaghil In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about recharging.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about recharging.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/abdul-baaghil-recharge/ Josiah Mackenzie Buzzsprout-16749532 Fri, 07 Mar 2025 01:00:00 -0800 534 full false Beyond Instagrammable: Why Travelers Are Rejecting Staged Hospitality - Abdul Baaghil Beyond Instagrammable: Why Travelers Are Rejecting Staged Hospitality - Abdul Baaghil In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about authenticity in hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about authenticity in hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/abdul-baaghil-hospitality/ Josiah Mackenzie Buzzsprout-16742610 Thu, 06 Mar 2025 01:00:00 -0800 674 full false The 70/30 Principle: Blending Local Influence with Brand Identity - Abdul Baaghil The 70/30 Principle: Blending Local Influence with Brand Identity - Abdul Baaghil In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about culture.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about culture.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/abdul-baaghil-culture/ Buzzsprout-16728540 Wed, 05 Mar 2025 01:00:00 -0800 486 full false Why Hiring Artists and Musicians Transforms Hospitality - Abdul Baaghil Why Hiring Artists and Musicians Transforms Hospitality - Abdul Baaghil In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about hiring.

See our other episode with Abdul: From Ritz-Carlton to Reinventing Hospitality: What I’ve Learned So Far 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about hiring.

See our other episode with Abdul: From Ritz-Carlton to Reinventing Hospitality: What I’ve Learned So Far 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/abdul-baaghil-hiring/ Josiah Mackenzie Buzzsprout-16728528 Tue, 04 Mar 2025 01:00:00 -0800 593 full false From Ritz-Carlton to Reinventing Hospitality: What I’ve Learned So Far - Abdul Baaghil From Ritz-Carlton to Reinventing Hospitality: What I’ve Learned So Far - Abdul Baaghil In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares his journey from a fascination with hotel lobbies to becoming a hospitality visionary and how he continues to innovate today.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares his journey from a fascination with hotel lobbies to becoming a hospitality visionary and how he continues to innovate today.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/abdul-baaghil/ Josiah Mackenzie Buzzsprout-16712889 Mon, 03 Mar 2025 01:00:00 -0800 849 full false Behind the Stars: How Forbes Travel Guide Defines Luxury & Five-Star Hospitality - Amanda Frasier, Forbes Travel Guide Behind the Stars: How Forbes Travel Guide Defines Luxury & Five-Star Hospitality - Amanda Frasier, Forbes Travel Guide In this episode, Emily Goldfischer, founder and editor of hertelier, interviews Amanda Frasier, President of Standards & Ratings at Forbes Travel Guide. Listen to hear insights into her career journey, the Forbes rating system, and the evolution of luxury travel.

Timestamps:

  • (00:00) Introduction 
  • (01:20) Amanda's background in hospitality
  • (04:34) The world of hotel ratings
  • (08:46) Changes in the luxury traveler
  • (10:04) Testing for intuitive service
  • (11:23) Impact on female travelers
  • (17:23) Retail and experiential collaborations
  • (18:33) Women in leadership

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Emily Goldfischer, founder and editor of hertelier, interviews Amanda Frasier, President of Standards & Ratings at Forbes Travel Guide. Listen to hear insights into her career journey, the Forbes rating system, and the evolution of luxury travel.

Timestamps:

  • (00:00) Introduction 
  • (01:20) Amanda's background in hospitality
  • (04:34) The world of hotel ratings
  • (08:46) Changes in the luxury traveler
  • (10:04) Testing for intuitive service
  • (11:23) Impact on female travelers
  • (17:23) Retail and experiential collaborations
  • (18:33) Women in leadership

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/amanda-frasier/ Josiah Mackenzie Buzzsprout-16696994 Sun, 02 Mar 2025 01:00:00 -0800 1365 full false "Hawaiian Culture Is Not a Condiment" - Kainoa Horcajo, Mo'olelo Group "Hawaiian Culture Is Not a Condiment" - Kainoa Horcajo, Mo'olelo Group In this episode, Kainoa Horcajo, founder and principal at Mo'olelo Group, shares insights on integrating culture into hospitality to benefit everyone.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kainoa Horcajo, founder and principal at Mo'olelo Group, shares insights on integrating culture into hospitality to benefit everyone.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kainoa-horcajo/ Buzzsprout-16701600 Sat, 01 Mar 2025 01:00:00 -0800 1839 full false Culture of Innovation: How Hospitality Leaders Can Stay Ahead - Hans Meyer, Zoku Culture of Innovation: How Hospitality Leaders Can Stay Ahead - Hans Meyer, Zoku In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku, about how to cultivate a culture of innovation.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku, about how to cultivate a culture of innovation.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-16680420 Fri, 28 Feb 2025 01:00:00 -0800 433 full false The Blurring Lines Between Hotels, Offices & Community Spaces - Hans Meyer, Zoku The Blurring Lines Between Hotels, Offices & Community Spaces - Hans Meyer, Zoku In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku, about what he is observing in the market today.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku, about what he is observing in the market today.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-16680415 Thu, 27 Feb 2025 01:00:00 -0800 460 full false From Concept to Success: The Strategy Behind Our Hospitality Innovation - Hans Meyer, Zoku From Concept to Success: The Strategy Behind Our Hospitality Innovation - Hans Meyer, Zoku In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku, about the process he used to bring innovation to hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku, about the process he used to bring innovation to hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hans-meyer-building/ Josiah Mackenzie Buzzsprout-16680395 Wed, 26 Feb 2025 01:00:00 -0800 657 full false The End of the Hotel Room as We Know It - Hans Meyer, Zoku The End of the Hotel Room as We Know It - Hans Meyer, Zoku In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matthias Huettebraeuker interviews Hans Meyer, the co-founder and managing director of Zoku. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hans-meyer-zoku/ Josiah Mackenzie Buzzsprout-16680365 Tue, 25 Feb 2025 01:00:00 -0800 1108 full false Forget Trends: How We Redefined Hotels Around What Guests Truly Want - Hans Meyer Forget Trends: How We Redefined Hotels Around What Guests Truly Want - Hans Meyer In this episode, Matthias Huettebraeuker interviews Hans Meyer, one of the initial creators and founding partners of citizenM, before he co-created his latest company, Zoku. Here, Hans shares insights into citizenM's groundbreaking approach to hospitality, and the importance of focusing on customer needs over industry norms.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matthias Huettebraeuker interviews Hans Meyer, one of the initial creators and founding partners of citizenM, before he co-created his latest company, Zoku. Here, Hans shares insights into citizenM's groundbreaking approach to hospitality, and the importance of focusing on customer needs over industry norms.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hans-meyer-citizenm/ Josiah Mackenzie Buzzsprout-16675003 Mon, 24 Feb 2025 01:00:00 -0800 497 full false Serving in the Storm: How Hospitality Leaders Support Their Communities - David Jackson Serving in the Storm: How Hospitality Leaders Support Their Communities - David Jackson In this episode recorded in January 2025, David Jackson, President & CEO of the Boone Area Chamber of Commerce, shares how hotels became lifelines during a hurricane and how collaboration and hospitality are driving the region's long-term growth.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode recorded in January 2025, David Jackson, President & CEO of the Boone Area Chamber of Commerce, shares how hotels became lifelines during a hurricane and how collaboration and hospitality are driving the region's long-term growth.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/david-jackson-boone/ Josiah Mackenzie Buzzsprout-16674991 Sun, 23 Feb 2025 01:00:00 -0800 1373 full false Hospitality Daily is The #1 Hospitality Podcast (Here's What That Means for You) - Josiah Mackenzie Hospitality Daily is The #1 Hospitality Podcast (Here's What That Means for You) - Josiah Mackenzie Josiah Mackenzie shares the news of Hospitality Daily being voted the #1 hospitality podcast for 2025 and invites you to participate. Message Josiah here on LinkedIn or email your thoughts or suggestions here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie shares the news of Hospitality Daily being voted the #1 hospitality podcast for 2025 and invites you to participate. Message Josiah here on LinkedIn or email your thoughts or suggestions here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/number-one/ Josiah Mackenzie Buzzsprout-16673410 Sat, 22 Feb 2025 07:00:00 -0800 439 full false Hospitality's AI Wake-Up Call: What Leaders Must Do Now - Frits van Paasschen Hospitality's AI Wake-Up Call: What Leaders Must Do Now - Frits van Paasschen In this episode, Frits van Paasschen, former CEO of Starwood Hotels & Resorts, shares his thoughts about technology and AI in hospitality today.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Frits van Paasschen, former CEO of Starwood Hotels & Resorts, shares his thoughts about technology and AI in hospitality today.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/frits-van-paasschen-ai/ Josiah Mackenzie Buzzsprout-16666611 Fri, 21 Feb 2025 01:00:00 -0800 557 full false Follow the Trend Lines, Not the Headlines: Hospitality Leadership in a Changing World - Frits van Paasschen Follow the Trend Lines, Not the Headlines: Hospitality Leadership in a Changing World - Frits van Paasschen In this episode, Frits van Paasschen, former CEO of Starwood Hotels & Resorts, shares insights and updates from his book, The Disruptor's Feast.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Frits van Paasschen, former CEO of Starwood Hotels & Resorts, shares insights and updates from his book, The Disruptor's Feast.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/frits-van-paasschen-disruptor/ Josiah Mackenzie Buzzsprout-16642353 Thu, 20 Feb 2025 01:00:00 -0800 985 full false From Cynicism to Success: How Starwood Built a Culture of Trust and Innovation - Frits van Paasschen From Cynicism to Success: How Starwood Built a Culture of Trust and Innovation - Frits van Paasschen In this episode, Frits van Paasschen shares what he learned about building trust and a culture of innovation when he was the CEO of Starwood Hotels & Resorts.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Frits van Paasschen shares what he learned about building trust and a culture of innovation when he was the CEO of Starwood Hotels & Resorts.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/frits-van-paasschen-starwood/ Josiah Mackenzie Buzzsprout-16642330 Wed, 19 Feb 2025 01:00:00 -0800 786 full false How Great Leaders Build Other Leaders in Hospitality (Career Reflections & Lessons from Former Starwood CEO Frits van Paasschen) How Great Leaders Build Other Leaders in Hospitality (Career Reflections & Lessons from Former Starwood CEO Frits van Paasschen) In this episode, Frits van Paasschen, former CEO of Starwood Hotels & Resorts, shares lessons from his career journey, as well as the importance of mentorship.

Buy The Disruptor's Feast

Follow Frits on LinkedIn

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Frits van Paasschen, former CEO of Starwood Hotels & Resorts, shares lessons from his career journey, as well as the importance of mentorship.

Buy The Disruptor's Feast

Follow Frits on LinkedIn

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/frits-van-paasschen/ Buzzsprout-16640177 Tue, 18 Feb 2025 01:00:00 -0800 1082 full false The Money Behind the Magic: A Different Take on Hospitality - Josiah Mackenzie The Money Behind the Magic: A Different Take on Hospitality - Josiah Mackenzie In this episode, Josiah Mackenzie, founder and host of Hospitality Daily, shares his thoughts on the importance of understanding the business side of hospitality and how it can ultimately enhance guest experiences and career opportunities.

Also see: A new chapter for me

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie, founder and host of Hospitality Daily, shares his thoughts on the importance of understanding the business side of hospitality and how it can ultimately enhance guest experiences and career opportunities.

Also see: A new chapter for me

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/business-of-hospitality/ Josiah Mackenzie Buzzsprout-16627892 Mon, 17 Feb 2025 01:00:00 -0800 742 full false The Secret to Making Someone Feel Special (TEDx Talk Deep Dive) - Sarah Dandashy The Secret to Making Someone Feel Special (TEDx Talk Deep Dive) - Sarah Dandashy In this episode, Sarah Dandashy, an award-winning concierge and thought leader in travel and hospitality, shares insights from her TEDx talk, "The Secret to Making Someone Feel Special," and discusses the importance of genuine connection.

Watch Sarah's TEDx talk: The Secret to Making Someone Feel Special

See our other episode with Sarah: Mastering Media: How I Became An In-Demand Travel & Hospitality Expert For TV, Newspapers & Social Media

Watch Sarah's series with Anthony Melchiorri and Curator Hotel & Resort Collection on YouTube

More: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sarah Dandashy, an award-winning concierge and thought leader in travel and hospitality, shares insights from her TEDx talk, "The Secret to Making Someone Feel Special," and discusses the importance of genuine connection.

Watch Sarah's TEDx talk: The Secret to Making Someone Feel Special

See our other episode with Sarah: Mastering Media: How I Became An In-Demand Travel & Hospitality Expert For TV, Newspapers & Social Media

Watch Sarah's series with Anthony Melchiorri and Curator Hotel & Resort Collection on YouTube

More: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sarah-dandashy-tedx/ Josiah Mackenzie Buzzsprout-16628028 Sun, 16 Feb 2025 01:00:00 -0800 1364 full false Making Big Career Moves: Relocating, Learning, and Growing in Hospitality - Candice D'Cruz, Hilton Making Big Career Moves: Relocating, Learning, and Growing in Hospitality - Candice D'Cruz, Hilton In this episode, Emily Goldfischer, founder and editor of hertelier, interviews Candice D'Cruz, Vice President of Luxury Brands at Hilton. 

Read on hertelier - Maximizing Your Mentorship Experience: A Guide For Mentees

If you missed it, check out Personal News + Changes Coming to Hospitality Daily

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Emily Goldfischer, founder and editor of hertelier, interviews Candice D'Cruz, Vice President of Luxury Brands at Hilton. 

Read on hertelier - Maximizing Your Mentorship Experience: A Guide For Mentees

If you missed it, check out Personal News + Changes Coming to Hospitality Daily

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/candice-dcruz/ Josiah Mackenzie Buzzsprout-16628134 Sat, 15 Feb 2025 12:00:00 -0800 1037 full false The Little Things That Make a Big Impact in Hospitality - Marc Schwarz The Little Things That Make a Big Impact in Hospitality - Marc Schwarz In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what "disruptive hospitality" means to him - and why it's so important.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what "disruptive hospitality" means to him - and why it's so important.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/marc-schwarz-disruptive/ Josiah Mackenzie Buzzsprout-16622917 Fri, 14 Feb 2025 07:00:00 -0800 572 full false Elevating Hospitality Training: The Gold Standard Approach to Service Excellence - Marc Schwarz Elevating Hospitality Training: The Gold Standard Approach to Service Excellence - Marc Schwarz In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he's learned about effective training.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he's learned about effective training.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/marc-schwarz-training/ Josiah Mackenzie Buzzsprout-16613005 Thu, 13 Feb 2025 01:00:00 -0800 701 full false The Unexpected Intersection of Hospitality and Public Health - Marc Schwarz The Unexpected Intersection of Hospitality and Public Health - Marc Schwarz In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares hospitality lessons from an unexpected role that we can all learn from.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares hospitality lessons from an unexpected role that we can all learn from.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/marc-schwarz-health/ Josiah Mackenzie Buzzsprout-16600393 Wed, 12 Feb 2025 01:00:00 -0800 722 full false Lessons from Land Rover: The Hospitality Mindset - Marc Schwarz Lessons from Land Rover: The Hospitality Mindset - Marc Schwarz In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he learned working at Land Rover that we can all learn from.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he learned working at Land Rover that we can all learn from.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/marc-schwarz-land-rover/ Josiah Mackenzie Buzzsprout-16592450 Tue, 11 Feb 2025 01:00:00 -0800 506 full false The Culture Code: What Made Ian Schrager’s Hotels Different - Marc Schwarz The Culture Code: What Made Ian Schrager’s Hotels Different - Marc Schwarz In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares his experiences working with the legendary hotelier Ian Schrager and the unique culture at Morgan's Hotel Group.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares his experiences working with the legendary hotelier Ian Schrager and the unique culture at Morgan's Hotel Group.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/marc-schwarz-schrager/ Josiah Mackenzie Buzzsprout-16592433 Mon, 10 Feb 2025 01:00:00 -0800 834 full true Service is a Privilege: The Mindset of Hospitality Success - Marc Schwarz Service is a Privilege: The Mindset of Hospitality Success - Marc Schwarz In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he's learned about a life and career in hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he's learned about a life and career in hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/marc-schwarz/ Josiah Mackenzie Buzzsprout-16592237 Sun, 09 Feb 2025 19:00:00 -0800 670 full false Why "Irrational Hospitality" Is the Secret to Long-Term Success - Colin Nagy Why "Irrational Hospitality" Is the Secret to Long-Term Success - Colin Nagy In this episode, Colin Nagy, a global strategy executive and travel writer, shares why and how he travels, what's catching his attention, and the opportunities he sees in hospitality today:

  • (00:00) Introduction 
  • (02:13) Colin's early travel experiences
  • (05:16) Why Colin travels thoughtfully
  • (07:29) Fascination with the Middle East and Japan
  • (10:40) Why Colin writes about travel
  • (12:18) Objectivity in travel writing
  • (15:00) Building a network of primary sources
  • (17:48) Role of hotels in community immersion
  • (23:33) Creativity in hospitality
  • (27:07) Family-owned hotels and "patient capital"
  • (32:44) "Post-luxury" consumers
  • (35:44) New skills for hospitality leaders
  • (39:30) AI's impact on hospitality
  • (43:43) Airline loyalty strategies

Also see: Colin's interview with Rafat Ali on Skift

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Colin Nagy, a global strategy executive and travel writer, shares why and how he travels, what's catching his attention, and the opportunities he sees in hospitality today:

  • (00:00) Introduction 
  • (02:13) Colin's early travel experiences
  • (05:16) Why Colin travels thoughtfully
  • (07:29) Fascination with the Middle East and Japan
  • (10:40) Why Colin writes about travel
  • (12:18) Objectivity in travel writing
  • (15:00) Building a network of primary sources
  • (17:48) Role of hotels in community immersion
  • (23:33) Creativity in hospitality
  • (27:07) Family-owned hotels and "patient capital"
  • (32:44) "Post-luxury" consumers
  • (35:44) New skills for hospitality leaders
  • (39:30) AI's impact on hospitality
  • (43:43) Airline loyalty strategies

Also see: Colin's interview with Rafat Ali on Skift

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/colin-nagy/ Josiah Mackenzie Buzzsprout-16486886 Sat, 08 Feb 2025 07:00:00 -0800 2946 full false From Taylor Swift to "Set Jetting": The Power of Cultural Trends in Hospitality - Leigh Silkunas From Taylor Swift to "Set Jetting": The Power of Cultural Trends in Hospitality - Leigh Silkunas In this episode, Leigh Silkunas, Founder and CEO of 1AX Consulting, breaks down what it means for hotels to be culturally relevant—and why it’s easier (and more powerful) than you think. From tapping into real-time trends to leveraging cultural moments like Taylor Swift’s record-breaking tour or the rise of ‘set jetting,’ Leigh shares how hotels can stay top-of-mind by aligning with what’s happening in the world. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Leigh Silkunas, Founder and CEO of 1AX Consulting, breaks down what it means for hotels to be culturally relevant—and why it’s easier (and more powerful) than you think. From tapping into real-time trends to leveraging cultural moments like Taylor Swift’s record-breaking tour or the rise of ‘set jetting,’ Leigh shares how hotels can stay top-of-mind by aligning with what’s happening in the world. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/leigh-silkunas-culture/ Josiah Mackenzie Buzzsprout-16549222 Fri, 07 Feb 2025 01:00:00 -0800 1278 full false Why Saying Yes Opens Career Doors in Hospitality - Leigh Silkunas Why Saying Yes Opens Career Doors in Hospitality - Leigh Silkunas In this episode, Leigh Silkunas, Founder and CEO of 1AX Consulting, takes us through her journey in hospitality—from the childhood moment that sparked her love for the industry to her unexpected pivot from revenue management to digital marketing. She shares invaluable insights on career growth, the power of mentorship, and how embracing change led her to build a consulting firm that has helped over 500 hotels maximize their digital strategies. Whether you're looking to advance your career or rethink your approach to hospitality marketing, this episode is packed with lessons you won’t want to miss.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Leigh Silkunas, Founder and CEO of 1AX Consulting, takes us through her journey in hospitality—from the childhood moment that sparked her love for the industry to her unexpected pivot from revenue management to digital marketing. She shares invaluable insights on career growth, the power of mentorship, and how embracing change led her to build a consulting firm that has helped over 500 hotels maximize their digital strategies. Whether you're looking to advance your career or rethink your approach to hospitality marketing, this episode is packed with lessons you won’t want to miss.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/leigh-silkunas/ Josiah Mackenzie Buzzsprout-16549219 Thu, 06 Feb 2025 01:00:00 -0800 1783 full false The Future of Hotel Management: Automation, AI, and Innovation - Sloan Dean, Remington Hospitality The Future of Hotel Management: Automation, AI, and Innovation - Sloan Dean, Remington Hospitality In this episode, Sloan Dean, CEO of Remington Hospitality, shares insights on how AI and automation are transforming the hotel industry, the future of back-of-house operations, and the importance of learning from other industries to spark innovation in hospitality.

Check out our other episodes with Sloan here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sloan Dean, CEO of Remington Hospitality, shares insights on how AI and automation are transforming the hotel industry, the future of back-of-house operations, and the importance of learning from other industries to spark innovation in hospitality.

Check out our other episodes with Sloan here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sloan-future-hotel-management/ Josiah Mackenzie Buzzsprout-16502909 Wed, 05 Feb 2025 01:00:00 -0800 872 full false Why Millennials and Gen Z Thrive at Remington Hospitality - Sloan Dean, Remington Hospitality Why Millennials and Gen Z Thrive at Remington Hospitality - Sloan Dean, Remington Hospitality In this episode, Sloan Dean, CEO of Remington Hospitality, shares insights on attracting millennials and Gen Z to the hospitality industry, rethinking benefits, and building loyalty through mentorship-driven career paths.

Check out our other episodes with Sloan here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sloan Dean, CEO of Remington Hospitality, shares insights on attracting millennials and Gen Z to the hospitality industry, rethinking benefits, and building loyalty through mentorship-driven career paths.

Check out our other episodes with Sloan here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sloan-dean-genz/ Josiah Mackenzie Buzzsprout-16502910 Tue, 04 Feb 2025 01:00:00 -0800 688 full false The Remington Difference: Why Smart Growth Beats Rapid Scaling - Sloan Dean, Remington Hospitality The Remington Difference: Why Smart Growth Beats Rapid Scaling - Sloan Dean, Remington Hospitality In this episode, Sloan Dean, CEO of Remington Hospitality, shares insights on building a people-first hospitality company, the importance of food and beverage, and the benefits of smart growth over rapid scaling.

Check out our other episodes with Sloan here.

Read: Culture Creates Room To Thrive At Remington Hotels

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sloan Dean, CEO of Remington Hospitality, shares insights on building a people-first hospitality company, the importance of food and beverage, and the benefits of smart growth over rapid scaling.

Check out our other episodes with Sloan here.

Read: Culture Creates Room To Thrive At Remington Hotels

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/remington-difference/ Josiah Mackenzie Buzzsprout-16502550 Mon, 03 Feb 2025 01:00:00 -0800 1120 full false Hotels as Change Agents: A GM’s Unfiltered Perspective - Kara Bartelt, The Hoxton, Downtown LA Hotels as Change Agents: A GM’s Unfiltered Perspective - Kara Bartelt, The Hoxton, Downtown LA In this episode, Kara Bartelt, General Manager at The Hoxton, Downtown LA, shares insights on the role of hotels in urban revitalization, the challenges and opportunities in the hospitality industry today, and the importance of community engagement.

Learn more about Hotel Caring from the California Hotel & Lodging Association (CHLA).

Also, see these other episodes with Kara:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kara Bartelt, General Manager at The Hoxton, Downtown LA, shares insights on the role of hotels in urban revitalization, the challenges and opportunities in the hospitality industry today, and the importance of community engagement.

Learn more about Hotel Caring from the California Hotel & Lodging Association (CHLA).

Also, see these other episodes with Kara:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kara-bartelt-change/ Josiah Mackenzie Buzzsprout-16549006 Sun, 02 Feb 2025 13:00:00 -0800 1112 full false Impact Hospitality: How Hotels Can Build Community & Drive Change - Donte Johnson & Jason Bass Impact Hospitality: How Hotels Can Build Community & Drive Change - Donte Johnson & Jason Bass In this episode, Donte P. Johnson and Jason Bass share the story and message behind Impact Hospitality and their new book of the same name published by Kendall Hunt.

See our other episodes with Donte and Jason:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Donte P. Johnson and Jason Bass share the story and message behind Impact Hospitality and their new book of the same name published by Kendall Hunt.

See our other episodes with Donte and Jason:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/impact-hospitality/ Josiah Mackenzie Buzzsprout-16542552 Sat, 01 Feb 2025 08:00:00 -0800 2198 full false Hospitality Beyond Service: The Art of Making People Feel Welcome - Michiel Bakker, Culinary Institute of America Hospitality Beyond Service: The Art of Making People Feel Welcome - Michiel Bakker, Culinary Institute of America In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares insights on the essence of hospitality, the difference between service and hospitality, and how the industry might evolve in our increasingly digital world.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares insights on the essence of hospitality, the difference between service and hospitality, and how the industry might evolve in our increasingly digital world.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michiel-bakker-hospitality/ Josiah Mackenzie Buzzsprout-16499085 Fri, 31 Jan 2025 01:00:00 -0800 722 full false The Future of Hospitality Education - Michiel Bakker, Culinary Institute of America The Future of Hospitality Education - Michiel Bakker, Culinary Institute of America In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares why he's so excited about shaping the future of culinary and hospitality education.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares why he's so excited about shaping the future of culinary and hospitality education.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michiel-bakker-cia/ Josiah Mackenzie Buzzsprout-16499078 Thu, 30 Jan 2025 01:00:00 -0800 1352 full false Transforming Workplaces with Hospitality Principles: Insights from Google - Michiel Bakker, Culinary Institute of America Transforming Workplaces with Hospitality Principles: Insights from Google - Michiel Bakker, Culinary Institute of America In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares insights from his 12-year journey leading workplace programs at Google and how he applied his hospitality background to transform Google's workplace experience.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares insights from his 12-year journey leading workplace programs at Google and how he applied his hospitality background to transform Google's workplace experience.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michiel-bakker-google/ Josiah Mackenzie Buzzsprout-16499071 Wed, 29 Jan 2025 01:00:00 -0800 1065 full false How Starwood Used F&B to Delight Guests and Differentiate Brands - Michiel Bakker, Culinary Institute of America How Starwood Used F&B to Delight Guests and Differentiate Brands - Michiel Bakker, Culinary Institute of America In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares insights on the pivotal role of food and beverage (F&B) programs in enhancing guest experiences in hotels, the brand differentiation strategies at Starwood, and the leadership dynamics in scaling F&B operations.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares insights on the pivotal role of food and beverage (F&B) programs in enhancing guest experiences in hotels, the brand differentiation strategies at Starwood, and the leadership dynamics in scaling F&B operations.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michiel-bakker-starwood/ Josiah Mackenzie Buzzsprout-16499065 Tue, 28 Jan 2025 01:00:00 -0800 558 full false Lessons from Leading at Starwood, Google, and the Culinary Institute of America: Michiel Bakker’s Career Journey Lessons from Leading at Starwood, Google, and the Culinary Institute of America: Michiel Bakker’s Career Journey In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares his journey through the hospitality industry, pivotal career moments, and the lessons he's learned along the way.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michiel Bakker, President and CEO of the Culinary Institute of America, shares his journey through the hospitality industry, pivotal career moments, and the lessons he's learned along the way.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michiel-bakker/ Josiah Mackenzie Buzzsprout-16493319 Mon, 27 Jan 2025 01:00:00 -0800 1116 full false Proven Strategies to Drive Revenue and Profits in Hospitality Today - Judith Cartwright Proven Strategies to Drive Revenue and Profits in Hospitality Today - Judith Cartwright In this episode, Judith Cartwright, Founder & Managing Director of Black Coral Consulting, shares creative and practical strategies to drive revenue and profits in hospitality today.

See Judith's ebook: "Asset Management with a Commercial Lens"

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Judith Cartwright, Founder & Managing Director of Black Coral Consulting, shares creative and practical strategies to drive revenue and profits in hospitality today.

See Judith's ebook: "Asset Management with a Commercial Lens"

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/judith-cartwright-2025/ Josiah Mackenzie Buzzsprout-16496860 Sun, 26 Jan 2025 01:00:00 -0800 1367 full false Personal News + Changes Coming to Hospitality Daily - Josiah Mackenzie Personal News + Changes Coming to Hospitality Daily - Josiah Mackenzie Josiah Mackenzie shares a personal update and changes coming to Hospitality Daily.

Read more here and see the links here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie shares a personal update and changes coming to Hospitality Daily.

Read more here and see the links here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/changes/ Josiah Mackenzie Buzzsprout-16491426 Sat, 25 Jan 2025 01:00:00 -0800 486 full false How 75 Conversations Became Hospitality Unlocked - Steve Turk, The Hospitality Mentor How 75 Conversations Became Hospitality Unlocked - Steve Turk, The Hospitality Mentor In this episode, Steve Turk, founder of The Hospitality Mentor, shares insights from his new book "Hospitality Unlocked."

Listen to Steve's conversation with Santiago Rodriguez.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steve Turk, founder of The Hospitality Mentor, shares insights from his new book "Hospitality Unlocked."

Listen to Steve's conversation with Santiago Rodriguez.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steve-turk-hospitality-unlocked/ Josiah Mackenzie Buzzsprout-16496407 Fri, 24 Jan 2025 09:00:00 -0800 758 full false Inside Gensler's 2025 Design Forecast for Hospitality - Lori Mukoyama Inside Gensler's 2025 Design Forecast for Hospitality - Lori Mukoyama In this episode, Lori Mukoyama, Global Hospitality Leader, Design Director, and Principal at Gensler, shares insights and observations about the future of hospitality design.

Read Gensler's 2025 Design Forecast

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Lori Mukoyama, Global Hospitality Leader, Design Director, and Principal at Gensler, shares insights and observations about the future of hospitality design.

Read Gensler's 2025 Design Forecast

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/lori-mukoyama-gensler-design/ Josiah Mackenzie Buzzsprout-16492759 Fri, 24 Jan 2025 05:00:00 -0800 2098 full false Why I Share My Ideas - Michael Levie Why I Share My Ideas - Michael Levie In this episode, Michael Levie explains the importance of communication and openness in leadership, and how it has contributed to the success of citizenM and other things he has achieved over his career.

If you enjoyed this, you may also enjoy these episodes with Michael:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michael Levie explains the importance of communication and openness in leadership, and how it has contributed to the success of citizenM and other things he has achieved over his career.

If you enjoyed this, you may also enjoy these episodes with Michael:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michael-levie-ideas/ Josiah Mackenzie Buzzsprout-16456826 Fri, 24 Jan 2025 01:00:00 -0800 344 full false Creating "Quantum Leaps" In Hospitality Innovation - Michael Levie Creating "Quantum Leaps" In Hospitality Innovation - Michael Levie In this episode, Michael Levie shares his insights on innovation, the importance of "importing" ideas and skills from elsewhere, and his vision for what the future of hospitality might look like.

If you enjoyed this, you may also enjoy these episodes with Michael:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michael Levie shares his insights on innovation, the importance of "importing" ideas and skills from elsewhere, and his vision for what the future of hospitality might look like.

If you enjoyed this, you may also enjoy these episodes with Michael:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michael-levie-innovation/ Josiah Mackenzie Buzzsprout-16456813 Thu, 23 Jan 2025 01:00:00 -0800 757 full false Better Decisions, Faster: Using Data and Technology to Boost Hotel Revenue and Profitability (Tim Wiersma and Dan Skodol) Better Decisions, Faster: Using Data and Technology to Boost Hotel Revenue and Profitability (Tim Wiersma and Dan Skodol) In this episode, Tim Wiersma, founder of Revenue Generation, and Dan Skodol, the company's vice president of data science and analytics, share insights on the current state of revenue management in the hospitality industry, the transformative potential of AI, and the importance of focusing on profitability over occupancy metrics.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Tim Wiersma, founder of Revenue Generation, and Dan Skodol, the company's vice president of data science and analytics, share insights on the current state of revenue management in the hospitality industry, the transformative potential of AI, and the importance of focusing on profitability over occupancy metrics.

Also see: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tim-dan-revenue/ Josiah Mackenzie Buzzsprout-16486842 Wed, 22 Jan 2025 15:00:00 -0800 2990 full false What I've Learned Building Productive Tech Partnerships - Michael Levie What I've Learned Building Productive Tech Partnerships - Michael Levie In this episode, Michael Levie, co-founder and former Chief Operating Officer of citizenM, shares his insights on effectively working with technology partners to create innovative solutions and maximize impact in hospitality.

If you enjoyed this, you may also enjoy these episodes with Michael:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michael Levie, co-founder and former Chief Operating Officer of citizenM, shares his insights on effectively working with technology partners to create innovative solutions and maximize impact in hospitality.

If you enjoyed this, you may also enjoy these episodes with Michael:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michael-levie-tech/ Josiah Mackenzie Buzzsprout-16456808 Wed, 22 Jan 2025 01:00:00 -0800 898 full false The Magic Behind citizenM's Success - Michael Levie The Magic Behind citizenM's Success - Michael Levie In this episode, citizenM co-founder Michael Levie shares insights into the innovative strategies and operating approach that has driven the company's success.

If you liked this, you may also like these episodes:

  1. The citizenM Founding Story (And What It Teaches Us Today)
  2. The Moments That Made Me: citizenM's Michael Levie Shares His Story

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, citizenM co-founder Michael Levie shares insights into the innovative strategies and operating approach that has driven the company's success.

If you liked this, you may also like these episodes:

  1. The citizenM Founding Story (And What It Teaches Us Today)
  2. The Moments That Made Me: citizenM's Michael Levie Shares His Story

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michael-levie-citizenm-difference/ Josiah Mackenzie Buzzsprout-16456796 Tue, 21 Jan 2025 01:00:00 -0800 905 full false The citizenM Founding Story (And What It Teaches Us Today) - Michael Levie The citizenM Founding Story (And What It Teaches Us Today) - Michael Levie In this episode, Michael Levie, co-founder of citizenM, shares the story of how the innovative brand began, the challenges they faced, and the unique strategies that set them apart in the industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michael Levie, co-founder of citizenM, shares the story of how the innovative brand began, the challenges they faced, and the unique strategies that set them apart in the industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michael-levie-citizenm-story/ Josiah Mackenzie Buzzsprout-16456779 Mon, 20 Jan 2025 01:00:00 -0800 661 full false The Moments That Made Me: citizenM's Michael Levie Shares His Story The Moments That Made Me: citizenM's Michael Levie Shares His Story In this episode, Michael Levie shares his journey from a young hospitality enthusiast to a leader (including co-founding citizenM), his experiences with technology in hospitality, and his advice for aspiring hoteliers.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michael Levie shares his journey from a young hospitality enthusiast to a leader (including co-founding citizenM), his experiences with technology in hospitality, and his advice for aspiring hoteliers.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michael-levie/ Josiah Mackenzie Buzzsprout-16456767 Sun, 19 Jan 2025 01:00:00 -0800 978 full false The Secret Sauce of Great Restaurant Concepts - Anthony Torres The Secret Sauce of Great Restaurant Concepts - Anthony Torres In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares insights on creating standout food and beverage concepts, emphasizing the importance of working with specialists and maintaining concept integrity.

More episodes with Anthony: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares insights on creating standout food and beverage concepts, emphasizing the importance of working with specialists and maintaining concept integrity.

More episodes with Anthony: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/anthony-torres-concepts/ Josiah Mackenzie Buzzsprout-16450835 Sat, 18 Jan 2025 01:00:00 -0800 1011 full false Hyper-Local F&B Strategies to Keep Your Property Top of Mind - Anthony Torres Hyper-Local F&B Strategies to Keep Your Property Top of Mind - Anthony Torres In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares essential tactics for keeping your property top of mind, from creating hyper-local strategies to leveraging partnerships with influencers and local businesses.

More episodes with Anthony: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares essential tactics for keeping your property top of mind, from creating hyper-local strategies to leveraging partnerships with influencers and local businesses.

More episodes with Anthony: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/anthony-torres-marketing/ Josiah Mackenzie Buzzsprout-16450671 Fri, 17 Jan 2025 01:00:00 -0800 664 full false Turnaround Story: How We Drove Revenue & Profitability Through F&B - Anthony Torres Turnaround Story: How We Drove Revenue & Profitability Through F&B - Anthony Torres In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares how he helped drive revenue growth at the Grand Wailea by listening to his team and his guests.

More episodes with Anthony: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares how he helped drive revenue growth at the Grand Wailea by listening to his team and his guests.

More episodes with Anthony: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/anthony-torres-case-study/ Josiah Mackenzie Buzzsprout-16445283 Thu, 16 Jan 2025 01:00:00 -0800 716 full false Beyond OTA Savings: Why Direct Bookings Are Your Key to Understanding Guests - Chris Bowling, BWH Hotels Beyond OTA Savings: Why Direct Bookings Are Your Key to Understanding Guests - Chris Bowling, BWH Hotels In this episode, Chris Bowling, Head of Digital and Consumer Marketing at BWH Hotels Great Britain, shares insights on the importance of direct bookings, the role of OTAs, and the impact of AI on the hospitality industry.

Read Chris' newsletter, The Hotel Hype.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Chris Bowling, Head of Digital and Consumer Marketing at BWH Hotels Great Britain, shares insights on the importance of direct bookings, the role of OTAs, and the impact of AI on the hospitality industry.

Read Chris' newsletter, The Hotel Hype.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/chris-bowling/ Josiah Mackenzie Buzzsprout-16438496 Wed, 15 Jan 2025 01:00:00 -0800 1790 full false How AI Helps Me Run More Profitable Hotels - Sean Murphy, The Bower How AI Helps Me Run More Profitable Hotels - Sean Murphy, The Bower In this episode, Sean Murphy, General Manager at The Bower, shares how technology like AI can optimize operations, free your team to elevate guest experiences, and deliver a strong ROI.

Hear more of Sean's story: From Pool Attendant to Achieving Forbes 5-Star Recognition

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sean Murphy, General Manager at The Bower, shares how technology like AI can optimize operations, free your team to elevate guest experiences, and deliver a strong ROI.

Hear more of Sean's story: From Pool Attendant to Achieving Forbes 5-Star Recognition

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sean-murphy-tech/ Josiah Mackenzie Buzzsprout-16431768 Tue, 14 Jan 2025 01:00:00 -0800 630 full false From Pool Attendant to Achieving Forbes 5-Star Recognition - Sean Murphy, The Bower From Pool Attendant to Achieving Forbes 5-Star Recognition - Sean Murphy, The Bower In this episode, Sean Murphy, General Manager at The Bower, shares his inspiring career journey in hospitality, from his beginnings at Ritz-Carlton to leading an independent hotel to Forbes five-star recognition in Mexico.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sean Murphy, General Manager at The Bower, shares his inspiring career journey in hospitality, from his beginnings at Ritz-Carlton to leading an independent hotel to Forbes five-star recognition in Mexico.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sean-murphy/ Buzzsprout-16425698 Mon, 13 Jan 2025 01:00:00 -0800 2013 full false How Creative Wellness in Hospitality Is Elevating Guest Experience and Driving Revenue Now - Lou Zameryka How Creative Wellness in Hospitality Is Elevating Guest Experience and Driving Revenue Now - Lou Zameryka In this episode, Lou Zameryka, founder of Alively and partner at Ventures Hospitality, shares insights on integrating wellness into hospitality to drive guest loyalty, boost satisfaction, and unlock new revenue streams.

Check out these other episodes with Lou:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Lou Zameryka, founder of Alively and partner at Ventures Hospitality, shares insights on integrating wellness into hospitality to drive guest loyalty, boost satisfaction, and unlock new revenue streams.

Check out these other episodes with Lou:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/lou-zameryka-wellness-2025/ Josiah Mackenzie Buzzsprout-16421191 Sun, 12 Jan 2025 01:00:00 -0800 843 full false 50 Days, 50 Concepts: Rethinking Experiential Hospitality with Generative AI - Dylan Barahona 50 Days, 50 Concepts: Rethinking Experiential Hospitality with Generative AI - Dylan Barahona In this episode, Dylan Barahona shares his journey from building Lego hotels as a child to creating immersive VIP experiences at high-profile events like Coachella and Gary Vaynerchuk's VeeCon. He discusses his recent 50-day experiential hospitality challenge, where he used generative AI to visualize bold hospitality concepts, and offers insights into why brands should invest in experiential environments.

View Dylan's Experiential Hospitality Challenge on LinkedIn.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dylan Barahona shares his journey from building Lego hotels as a child to creating immersive VIP experiences at high-profile events like Coachella and Gary Vaynerchuk's VeeCon. He discusses his recent 50-day experiential hospitality challenge, where he used generative AI to visualize bold hospitality concepts, and offers insights into why brands should invest in experiential environments.

View Dylan's Experiential Hospitality Challenge on LinkedIn.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dylan-barahona/ Josiah Mackenzie Buzzsprout-16421089 Sat, 11 Jan 2025 18:00:00 -0800 2006 full false Tech CEO-Turned-Hotel CEO Shares Tech Advice - Ben Rafter, Springboard Hospitality Tech CEO-Turned-Hotel CEO Shares Tech Advice - Ben Rafter, Springboard Hospitality In this episode, Ben Rafter, President and CEO of Springboard Hospitality, shares insights on how innovation and technology can empower hospitality providers and elevate the guest experience.

We cover:

  • Springboard's dedicated department for innovation
  • The importance of beta-testing technology
  • What frustrates Ben about technology companies
  • What it takes to successfully implement technology
  • Enhancing guest interactions with technology
  • Supporting emotional intelligence in hospitality
  • Why Ben loves behind-the-scenes technology for operations

If you enjoyed this, you may also enjoy: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ben Rafter, President and CEO of Springboard Hospitality, shares insights on how innovation and technology can empower hospitality providers and elevate the guest experience.

We cover:

  • Springboard's dedicated department for innovation
  • The importance of beta-testing technology
  • What frustrates Ben about technology companies
  • What it takes to successfully implement technology
  • Enhancing guest interactions with technology
  • Supporting emotional intelligence in hospitality
  • Why Ben loves behind-the-scenes technology for operations

If you enjoyed this, you may also enjoy: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ben-rafter-tech/ Josiah Mackenzie Buzzsprout-16412086 Fri, 10 Jan 2025 01:00:00 -0800 1176 full false What Happens When a Tech CEO Leads a Hotel Company - Ben Rafter, Springboard Hospitality What Happens When a Tech CEO Leads a Hotel Company - Ben Rafter, Springboard Hospitality In this episode, Ben Rafter, President and CEO of Springboard Hospitality, shares his career journey from the tech industry to hospitality and his innovative approach to blending technology, transparency, and a guest-first mindset to turn challenges into opportunities.

We cover:

(01:08) Ben's start in hospitality

(04:09) Lessons from growing Aqua Hotels during the 2008 financial crisis

(06:01) Data and reports Ben focuses on

(08:16) Personal development and learning

(10:19) What's on Ben's mind these days

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ben Rafter, President and CEO of Springboard Hospitality, shares his career journey from the tech industry to hospitality and his innovative approach to blending technology, transparency, and a guest-first mindset to turn challenges into opportunities.

We cover:

(01:08) Ben's start in hospitality

(04:09) Lessons from growing Aqua Hotels during the 2008 financial crisis

(06:01) Data and reports Ben focuses on

(08:16) Personal development and learning

(10:19) What's on Ben's mind these days

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ben-rafter/ Josiah Mackenzie Buzzsprout-16397083 Thu, 09 Jan 2025 01:00:00 -0800 958 full false What’s Really Happening in Hotels Now: A Conversation with Top Hotel Asset Manager Rachel Roginsky What’s Really Happening in Hotels Now: A Conversation with Top Hotel Asset Manager Rachel Roginsky In this episode, Rachel Roginski, Principal at Pinnacle Advisory Group, shares her take on our State of the Hotel Industry research.

You may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Rachel Roginski, Principal at Pinnacle Advisory Group, shares her take on our State of the Hotel Industry research.

You may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/rachel-roginsky/ Josiah Mackenzie Buzzsprout-16400333 Wed, 08 Jan 2025 01:00:00 -0800 791 full false Beyond Efficiency: How AI Can Help Hospitality Thrive in 2025 - Lou Zameryka Beyond Efficiency: How AI Can Help Hospitality Thrive in 2025 - Lou Zameryka In this episode, Lou Zameryka shares his take on the State of the Hotel Industry research discussed yesterday.

Article referenced: The AI Revolution in Hospitality: Transforming the Hotel Industry through Innovation and Employee Empowerment

You may also enjoy this from Lou: Creative but Practical Uses for AI Today in Hotel Sales, Marketing, and Revenue Management (Takeaways From HSMAI's Latest Event)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Lou Zameryka shares his take on the State of the Hotel Industry research discussed yesterday.

Article referenced: The AI Revolution in Hospitality: Transforming the Hotel Industry through Innovation and Employee Empowerment

You may also enjoy this from Lou: Creative but Practical Uses for AI Today in Hotel Sales, Marketing, and Revenue Management (Takeaways From HSMAI's Latest Event)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/lou-zameryka-2025/ Josiah Mackenzie Buzzsprout-16390829 Tue, 07 Jan 2025 01:00:00 -0800 853 full false The State of the Hotel Industry: 5 Things To Know for 2025 - Josiah Mackenzie The State of the Hotel Industry: 5 Things To Know for 2025 - Josiah Mackenzie In this episode, Josiah Mackenzie shares key insights about the state of the hotel industry for 2025, based on a comprehensive survey conducted on this topic.

View the research charts here on HotelOperations.com

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie shares key insights about the state of the hotel industry for 2025, based on a comprehensive survey conducted on this topic.

View the research charts here on HotelOperations.com

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/state-of-hotels-2025/ Josiah Mackenzie Buzzsprout-16378214 Mon, 06 Jan 2025 01:00:00 -0800 851 full false Collaborating with Auberge & An Emmy-Nominated Director to Create ThroughLine, Our Immersive Dining Experience - Katina and Kyle Connaughton, SingleThread Collaborating with Auberge & An Emmy-Nominated Director to Create ThroughLine, Our Immersive Dining Experience - Katina and Kyle Connaughton, SingleThread In this episode, Katina and Kyle Connaughton, the visionary founders of SingleThread, share the story behind ThroughLine, an innovative dining experience blending storytelling, film, and exquisite cuisine. Learn how their collaborations with artisans, farmers, and partners such as Auberge Resorts, Audi, and OpenTable bring deeper connections to food and its origins while inspiring sustainability and community.

If you liked this, you may also like these other episodes with Kyle and Katina: 


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Katina and Kyle Connaughton, the visionary founders of SingleThread, share the story behind ThroughLine, an innovative dining experience blending storytelling, film, and exquisite cuisine. Learn how their collaborations with artisans, farmers, and partners such as Auberge Resorts, Audi, and OpenTable bring deeper connections to food and its origins while inspiring sustainability and community.

If you liked this, you may also like these other episodes with Kyle and Katina: 


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/katina-kyle-connaughton-throughline/ Josiah Mackenzie Buzzsprout-16378199 Sun, 05 Jan 2025 01:00:00 -0800 1762 full false America's Chief AI Officer for Travel Shares Advice for 2025 - Janette Roush, Brand USA America's Chief AI Officer for Travel Shares Advice for 2025 - Janette Roush, Brand USA Take our Artificial Intelligence in Hospitality survey 

In this episode, Janette Roush, the SVP of Innovation and Chief AI Officer at Brand USA, shares her insights on embracing AI in the workplace and how it can drive innovation in the tourism industry.

Watch this conversation on YouTube

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Take our Artificial Intelligence in Hospitality survey 

In this episode, Janette Roush, the SVP of Innovation and Chief AI Officer at Brand USA, shares her insights on embracing AI in the workplace and how it can drive innovation in the tourism industry.

Watch this conversation on YouTube

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/janette-roush/ Josiah Mackenzie Buzzsprout-16312633 Sat, 04 Jan 2025 01:00:00 -0800 2778 full false What AI Might Bring Hotels in 2025 - Martin Soler What AI Might Bring Hotels in 2025 - Martin Soler In this episode, Martin Soler, a former hotel general manager turned marketing strategist, shares insights on how AI is reshaping hotel operations and how it can be used to streamline work, improve communication, and stay competitive in 2025 and beyond.

  • (01:33) The two "camps" of AI adoption
  • (02:36) The importance of experimenting with AI
  • (03:14) Specificity in AI applications
  • (03:34) Josiah's experience with ChatGPT
  • (04:08) Martin's use of AI in daily work
  • (05:12) Benefits of dictating to AI
  • (06:46) AI for hotel general managers
  • (07:36) AI in marketing and documentation
  • (08:47) Addressing the stigma of using AI
  • (09:31) Importance of confidentiality and security
  • (10:23) Caution with AI tools in corporate settings
  • (11:05) Supercharging communication with AI
  • (11:32) AI in RFP processes for meetings and events

Read Martin's article: What is AI going to bring hotels in 2025?
Subscribe to Martin's newsletter, Tell

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Martin Soler, a former hotel general manager turned marketing strategist, shares insights on how AI is reshaping hotel operations and how it can be used to streamline work, improve communication, and stay competitive in 2025 and beyond.

  • (01:33) The two "camps" of AI adoption
  • (02:36) The importance of experimenting with AI
  • (03:14) Specificity in AI applications
  • (03:34) Josiah's experience with ChatGPT
  • (04:08) Martin's use of AI in daily work
  • (05:12) Benefits of dictating to AI
  • (06:46) AI for hotel general managers
  • (07:36) AI in marketing and documentation
  • (08:47) Addressing the stigma of using AI
  • (09:31) Importance of confidentiality and security
  • (10:23) Caution with AI tools in corporate settings
  • (11:05) Supercharging communication with AI
  • (11:32) AI in RFP processes for meetings and events

Read Martin's article: What is AI going to bring hotels in 2025?
Subscribe to Martin's newsletter, Tell

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/martin-soler-ai-2025/ Josiah Mackenzie Buzzsprout-16363384 Fri, 03 Jan 2025 01:00:00 -0800 939 full false Rethinking Hospitality: Bold Moves for 2025 and Beyond - Matthias Huettebraeuker Rethinking Hospitality: Bold Moves for 2025 and Beyond - Matthias Huettebraeuker In this episode, Matthias Huettebraeuker, an independent hospitality strategist with experience at citizenM and Design Hotels, shares how we can break free from outdated thinking, embrace innovation, and create hotels and hospitality businesses that people love.

  • (01:27) The shift in the hospitality industry 20 years ago
  • (02:09) Importance of community 
  • (03:13) The need to rethink and innovate
  • (03:42) Knowing your "why" 
  • (05:08) Developing a niche and "personality"
  • (06:06) Bold hospitality
  • (08:46) Importance of storytelling in hospitality
  • (09:38) Claus Sendlinger's new development
  • (10:00) Cultural relevance and resonance
  • (11:04) Physical and social aspects of hotel experiences
  • (12:08) Asking the right questions
  • (12:39) User stories and use cases
  • (13:00) Serving local communities
  • (13:43) Expanding beyond traditional hotel services
  • (14:52) Iterative development in hospitality
  • (15:09) Pop-up hotel example in Munich
  • (17:08) Structuring real estate for flexibility
  • (18:09) "Stage for life" concept
  • (18:51) Learning from citizemM
  • (20:32) Power of asking the right questions
  • (21:03) Cross-fertilization concept
  • (21:55) Learning from the automotive industry
  • (23:12) Rethinking hospitality and real estate
  • (25:08) Growth potential for big hotel groups
  • (26:11) Being an "everyday brand"
  • (27:55) Recognition vs. reward in hospitality
  • (28:05) Conclusion and where to learn more about Matthias



A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matthias Huettebraeuker, an independent hospitality strategist with experience at citizenM and Design Hotels, shares how we can break free from outdated thinking, embrace innovation, and create hotels and hospitality businesses that people love.

  • (01:27) The shift in the hospitality industry 20 years ago
  • (02:09) Importance of community 
  • (03:13) The need to rethink and innovate
  • (03:42) Knowing your "why" 
  • (05:08) Developing a niche and "personality"
  • (06:06) Bold hospitality
  • (08:46) Importance of storytelling in hospitality
  • (09:38) Claus Sendlinger's new development
  • (10:00) Cultural relevance and resonance
  • (11:04) Physical and social aspects of hotel experiences
  • (12:08) Asking the right questions
  • (12:39) User stories and use cases
  • (13:00) Serving local communities
  • (13:43) Expanding beyond traditional hotel services
  • (14:52) Iterative development in hospitality
  • (15:09) Pop-up hotel example in Munich
  • (17:08) Structuring real estate for flexibility
  • (18:09) "Stage for life" concept
  • (18:51) Learning from citizemM
  • (20:32) Power of asking the right questions
  • (21:03) Cross-fertilization concept
  • (21:55) Learning from the automotive industry
  • (23:12) Rethinking hospitality and real estate
  • (25:08) Growth potential for big hotel groups
  • (26:11) Being an "everyday brand"
  • (27:55) Recognition vs. reward in hospitality
  • (28:05) Conclusion and where to learn more about Matthias



A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/matthias-huettebraeuker/ Josiah Mackenzie Buzzsprout-16367065 Thu, 02 Jan 2025 01:00:00 -0800 1904 full false The Opportunity for Hospitality in 2025 (Personally and Professionally) - Josiah Mackenzie The Opportunity for Hospitality in 2025 (Personally and Professionally) - Josiah Mackenzie Listen to Hospitality Daily founder and host Josiah Mackenzie share what he sees as the opportunity for hospitality ahead.

Links:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Listen to Hospitality Daily founder and host Josiah Mackenzie share what he sees as the opportunity for hospitality ahead.

Links:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/opportunity-for-hospitality/ Josiah Mackenzie Buzzsprout-16359875 Wed, 01 Jan 2025 01:00:00 -0800 689 full false 2024 Highlights & Learnings + Why I'm Excited for 2025 - Josiah Mackenzie 2024 Highlights & Learnings + Why I'm Excited for 2025 - Josiah Mackenzie Listen to Hospitality Daily founder and host Josiah Mackenzie share highlights and lessons learned in 2024, plus what he's excited by for 2025.

Highlights:
(1:37) Chip Conley
(3:56) Kristie Goshow at KSL
(5:04) Inn at Newport Ranch
(6:11) Palisades Hospitality
(7:22) Katina and Kyle Connaughton at SingleThread
(9:39) Bashar Wali (episode one and two)
(10:40) Dina Belon & Staypineapple
(13:06) Horst Schulze
(15:07) Nancy Mendelson + Emily Kanders Goldfischer (hertelier) collaboration
(16:44) Hospitality Daily on LinkedIn

Lessons:
(17:54) #1 lesson for me
(18:50) Video
(20:27) Audio
(21:56) Research
(22:05) Research with Sojern on guest experience

Looking ahead:
(23:23) Zach Demuth on hotel industry trends
(23:46) More voices
(24:32) Technology
(24:59) My guide to hotel tech
(26:10) Independent hospitality
(26:40) Rob Blood at Lark
(27:23) Events + Indie Lodging Congress


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Listen to Hospitality Daily founder and host Josiah Mackenzie share highlights and lessons learned in 2024, plus what he's excited by for 2025.

Highlights:
(1:37) Chip Conley
(3:56) Kristie Goshow at KSL
(5:04) Inn at Newport Ranch
(6:11) Palisades Hospitality
(7:22) Katina and Kyle Connaughton at SingleThread
(9:39) Bashar Wali (episode one and two)
(10:40) Dina Belon & Staypineapple
(13:06) Horst Schulze
(15:07) Nancy Mendelson + Emily Kanders Goldfischer (hertelier) collaboration
(16:44) Hospitality Daily on LinkedIn

Lessons:
(17:54) #1 lesson for me
(18:50) Video
(20:27) Audio
(21:56) Research
(22:05) Research with Sojern on guest experience

Looking ahead:
(23:23) Zach Demuth on hotel industry trends
(23:46) More voices
(24:32) Technology
(24:59) My guide to hotel tech
(26:10) Independent hospitality
(26:40) Rob Blood at Lark
(27:23) Events + Indie Lodging Congress


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/2024-highlights/ Josiah Mackenzie Buzzsprout-16359602 Tue, 31 Dec 2024 00:00:00 -0800 1900 full false Why The Hotel Industry is at a Pivotal Moment - Zach Demuth, JLL Why The Hotel Industry is at a Pivotal Moment - Zach Demuth, JLL In this episode, Zach Demuth, the Global Head of Hotels Research at JLL, shares why the hospitality industry is at a pivotal juncture and what it means for you.

See insights and research from JLL here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Zach Demuth, the Global Head of Hotels Research at JLL, shares why the hospitality industry is at a pivotal juncture and what it means for you.

See insights and research from JLL here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/zach-demuth-2025/ Josiah Mackenzie Buzzsprout-16325204 Mon, 30 Dec 2024 01:00:00 -0800 1095 full false Empowering People and Elevating Hospitality Careers - Guillaume Benezech Empowering People and Elevating Hospitality Careers - Guillaume Benezech In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton and Ritz-Carlton Reserve, shares his observations and insights on the state of hospitality work and the importance of emotional skills, empowerment, and career development.

Listen to our other episodes: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton and Ritz-Carlton Reserve, shares his observations and insights on the state of hospitality work and the importance of emotional skills, empowerment, and career development.

Listen to our other episodes: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/guillaume-benezech-people/ Josiah Mackenzie Buzzsprout-16324513 Sun, 29 Dec 2024 01:00:00 -0800 758 full false The Evolution of Luxury Hospitality From Comfort to Connection - Guillaume Benezech The Evolution of Luxury Hospitality From Comfort to Connection - Guillaume Benezech In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton and Ritz-Carlton Reserve, shares his insights into the evolution of luxury hospitality and the importance of emotional connections, sustainability, and innovation.

Listen to our other episode: What I've Learned Building a Career in Luxury Hotel Leadership

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton and Ritz-Carlton Reserve, shares his insights into the evolution of luxury hospitality and the importance of emotional connections, sustainability, and innovation.

Listen to our other episode: What I've Learned Building a Career in Luxury Hotel Leadership

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/guillaume-benezech-luxury/ Josiah Mackenzie Buzzsprout-16321096 Sat, 28 Dec 2024 01:00:00 -0800 1828 full false What I've Learned Building a Career in Luxury Hotel Leadership - Guillaume Benezech What I've Learned Building a Career in Luxury Hotel Leadership - Guillaume Benezech In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton and Ritz-Carlton Reserve, shares his journey in luxury hospitality, career transitions, and the mentorship experiences that shaped his leadership style. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton and Ritz-Carlton Reserve, shares his journey in luxury hospitality, career transitions, and the mentorship experiences that shaped his leadership style. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/guillaume-benezech-career/ Josiah Mackenzie Buzzsprout-16321024 Fri, 27 Dec 2024 01:00:00 -0800 823 full false Cinematic Design: Crafting Immersive Hospitality Experiences - Mary Alice Palmer Cinematic Design: Crafting Immersive Hospitality Experiences - Mary Alice Palmer Mary Alice Palmer is the Global Creative Director and Founding Partner of ROAM Interior Design, and in this episode, shares insights on the power of design in providing hospitality and how she approaches creating memorable and emotional guest experiences.

Listeners will learn:

  • Mary Alice's definition of the essence of hospitality and what it means to create a warm, welcoming environment.
  • How her background in set design and luxury leather goods influences her work in hospitality design.
  • The process of working with clients to develop unique and compelling design concepts.
  • The importance of storytelling and cinematic experiences in hospitality design.
  • Specific examples of how these principles were applied in projects like The Ritz-Carlton, Portland, and Auberge Resorts.
  • The role of local artisans and craftsmen in creating authentic and unique hospitality experiences.
  • Insights into designing for ultra-high-net-worth individuals, as seen in the Amaala Yacht Club project in Saudi Arabia.
  • The potential impact of AI and technology on the future of hospitality design.
  • The growing importance of wellness and medical wellness in luxury hospitality.

Follow ROAM on Instagram and LinkedIn

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Mary Alice Palmer is the Global Creative Director and Founding Partner of ROAM Interior Design, and in this episode, shares insights on the power of design in providing hospitality and how she approaches creating memorable and emotional guest experiences.

Listeners will learn:

  • Mary Alice's definition of the essence of hospitality and what it means to create a warm, welcoming environment.
  • How her background in set design and luxury leather goods influences her work in hospitality design.
  • The process of working with clients to develop unique and compelling design concepts.
  • The importance of storytelling and cinematic experiences in hospitality design.
  • Specific examples of how these principles were applied in projects like The Ritz-Carlton, Portland, and Auberge Resorts.
  • The role of local artisans and craftsmen in creating authentic and unique hospitality experiences.
  • Insights into designing for ultra-high-net-worth individuals, as seen in the Amaala Yacht Club project in Saudi Arabia.
  • The potential impact of AI and technology on the future of hospitality design.
  • The growing importance of wellness and medical wellness in luxury hospitality.

Follow ROAM on Instagram and LinkedIn

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/mary-alice-palmer/ Josiah Mackenzie Buzzsprout-16296010 Thu, 26 Dec 2024 01:00:00 -0800 1982 full false My Christmas Morning Tradition (A Lesson in Hospitality Leadership) - Bill Walshe My Christmas Morning Tradition (A Lesson in Hospitality Leadership) - Bill Walshe In this replay from an earlier conversation, Bill Walshe, a global hospitality leader and the former CEO of The Viceroy Hotel Group, shares a tradition he developed that we all can learn from.

Listen to my earlier episodes with Bill: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this replay from an earlier conversation, Bill Walshe, a global hospitality leader and the former CEO of The Viceroy Hotel Group, shares a tradition he developed that we all can learn from.

Listen to my earlier episodes with Bill: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/bill-walshe-christmas/ Josiah Mackenzie Buzzsprout-16312902 Wed, 25 Dec 2024 01:00:00 -0800 300 full false The Hospitality of Generosity - Bill Walshe The Hospitality of Generosity - Bill Walshe In this replay from an earlier conversation, Bill Walshe, a global hospitality leader and the former CEO of The Viceroy Hotel Group, shares thoughts about the power of generosity in hospitality.

Listen to my earlier episodes with Bill: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this replay from an earlier conversation, Bill Walshe, a global hospitality leader and the former CEO of The Viceroy Hotel Group, shares thoughts about the power of generosity in hospitality.

Listen to my earlier episodes with Bill: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/bill-walshe-give/ Josiah Mackenzie Buzzsprout-16312900 Tue, 24 Dec 2024 01:00:00 -0800 343 full false What It’s Like Providing Hospitality During the Holidays - Maria Navarro What It’s Like Providing Hospitality During the Holidays - Maria Navarro In this episode, Maria Navarro shares a message for all of us to keep in mind this holiday season.

Listen to our past episodes with Maria:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Maria Navarro shares a message for all of us to keep in mind this holiday season.

Listen to our past episodes with Maria:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/host-holidays/ Josiah Mackenzie Buzzsprout-16312898 Mon, 23 Dec 2024 04:00:00 -0800 364 full false Lessons from a Better Christmas Tree - Christian de Boer Lessons from a Better Christmas Tree - Christian de Boer In this replay from an earlier conversation, Christian de Boer shares what he did differently around the holiday that inspired guests and team members alike.

Listen to our past episodes with Christian:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this replay from an earlier conversation, Christian de Boer shares what he did differently around the holiday that inspired guests and team members alike.

Listen to our past episodes with Christian:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christian-de-boer-tree/ Josiah Mackenzie Buzzsprout-16313030 Mon, 23 Dec 2024 01:00:00 -0800 378 full false Listening to Win: How Guest Feedback Built an Award-Winning Hospitality Brand - Nathan St Cyr, Howzit Hostels Listening to Win: How Guest Feedback Built an Award-Winning Hospitality Brand - Nathan St Cyr, Howzit Hostels In this episode, Nathan St Cyr, co-founder of Howzit Hostels, shares how focusing on guest connections and rethinking traditional models can create extraordinary experiences and scalable success.

Listen to learn:

  • How Nathan transitioned from a successful sales leader in hospitality to co-founding Howzit Hostels.
  • The importance of questioning traditional hospitality models and listening intently to guests.
  • The impact of Nathan's childhood travel experiences on his approach to hospitality.
  • The significance of community spaces and design in fostering guest connections.
  • How Howzit Hostels integrates into the local Maui community and contributes positively.
  • The rationale behind requiring proof of travel and a maximum stay policy.
  • The role of guest feedback in continuously improving the hostel experience.
  • The importance of creating a strong company culture and aligning values.
  • How Howzit Hostels uses systems and processes to ensure consistent guest experiences.
  • The evolving preferences of Gen Z travelers and the rise of female solo travelers.
  • Future growth plans for Howzit Hostels and the importance of responsible scaling.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Nathan St Cyr, co-founder of Howzit Hostels, shares how focusing on guest connections and rethinking traditional models can create extraordinary experiences and scalable success.

Listen to learn:

  • How Nathan transitioned from a successful sales leader in hospitality to co-founding Howzit Hostels.
  • The importance of questioning traditional hospitality models and listening intently to guests.
  • The impact of Nathan's childhood travel experiences on his approach to hospitality.
  • The significance of community spaces and design in fostering guest connections.
  • How Howzit Hostels integrates into the local Maui community and contributes positively.
  • The rationale behind requiring proof of travel and a maximum stay policy.
  • The role of guest feedback in continuously improving the hostel experience.
  • The importance of creating a strong company culture and aligning values.
  • How Howzit Hostels uses systems and processes to ensure consistent guest experiences.
  • The evolving preferences of Gen Z travelers and the rise of female solo travelers.
  • Future growth plans for Howzit Hostels and the importance of responsible scaling.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/howzit-hostels/ Josiah Mackenzie Buzzsprout-16304515 Sun, 22 Dec 2024 01:00:00 -0800 2526 full false An Early Look at People, Tech, and Hotel Profitability Trends for 2025 - David Arraya An Early Look at People, Tech, and Hotel Profitability Trends for 2025 - David Arraya Take the State of the Hotel Industry Survey now

In this episode, David Arraya, the Founder of Conscious Hospitality Unlimited, host of the Conscious Hospitality Podcast, and a former hotel general manager, shares insights from the State of the Hotel Industry Survey and discusses the challenges and opportunities facing hoteliers today.

Listeners will learn:

  • The biggest day-to-day challenges for hotel owners and operators, including revenue generation and profitability.
  • The leadership implications of focusing on revenue and profitability versus nurturing and supporting staff.
  • The importance of corporate support in enabling property teams to take care of their people.
  • The excitement around innovating guest experience delivery and how it contrasts with cost-cutting measures.
  • The role of AI-based technologies in improving efficiency and enhancing guest services.
  • The industry's mindset towards staffing challenges and the importance of training and developing employees.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Take the State of the Hotel Industry Survey now

In this episode, David Arraya, the Founder of Conscious Hospitality Unlimited, host of the Conscious Hospitality Podcast, and a former hotel general manager, shares insights from the State of the Hotel Industry Survey and discusses the challenges and opportunities facing hoteliers today.

Listeners will learn:

  • The biggest day-to-day challenges for hotel owners and operators, including revenue generation and profitability.
  • The leadership implications of focusing on revenue and profitability versus nurturing and supporting staff.
  • The importance of corporate support in enabling property teams to take care of their people.
  • The excitement around innovating guest experience delivery and how it contrasts with cost-cutting measures.
  • The role of AI-based technologies in improving efficiency and enhancing guest services.
  • The industry's mindset towards staffing challenges and the importance of training and developing employees.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/david-arraya-survey/ Josiah Mackenzie Buzzsprout-16303756 Sat, 21 Dec 2024 01:00:00 -0800 800 full false Billion-Dollar Boutique Blockbuster: The Story Behind Lark Hotels’ Joint Venture with Life House - Rob Blood Billion-Dollar Boutique Blockbuster: The Story Behind Lark Hotels’ Joint Venture with Life House - Rob Blood In this episode, Rob Blood, founder of Lark Hotels and now chairman of the combined company with Life House, shares insights into their recent joint venture and the future of independent hospitality.

Read the announcement

Listen to previous episodes with Rob:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Rob Blood, founder of Lark Hotels and now chairman of the combined company with Life House, shares insights into their recent joint venture and the future of independent hospitality.

Read the announcement

Listen to previous episodes with Rob:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/lark-hotels-life-house/ Josiah Mackenzie Buzzsprout-16317735 Fri, 20 Dec 2024 13:00:00 -0800 1685 full false From Micro Feedback to Macro Impact: The Future of Guest Experience - Danica Smith From Micro Feedback to Macro Impact: The Future of Guest Experience - Danica Smith In this episode, Danica Smith, Founder of MorningStar GX, shares her insights on the evolving role of technology in enhancing guest experiences in the hospitality industry. Listen now to learn about:

  • The future of online hotel guest reviews and their relevance in a highly personalized booking journey.
  • The impact of influencers on online reputation and guest feedback.
  • The concept of "micro feedback" and its importance in guest interactions.
  • The balance between guest intelligence gathering and guest touchpoints.
  • Innovative approaches in payment disruption and loyalty programs.
  • Emerging travel trends such as sleep retreats and water-centric travel.
  • Creative ways for traditional city center hotels to offer unique and memorable experiences.

If you enjoyed this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Danica Smith, Founder of MorningStar GX, shares her insights on the evolving role of technology in enhancing guest experiences in the hospitality industry. Listen now to learn about:

  • The future of online hotel guest reviews and their relevance in a highly personalized booking journey.
  • The impact of influencers on online reputation and guest feedback.
  • The concept of "micro feedback" and its importance in guest interactions.
  • The balance between guest intelligence gathering and guest touchpoints.
  • Innovative approaches in payment disruption and loyalty programs.
  • Emerging travel trends such as sleep retreats and water-centric travel.
  • Creative ways for traditional city center hotels to offer unique and memorable experiences.

If you enjoyed this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/danica-smith-future/ Josiah Mackenzie Buzzsprout-16302875 Fri, 20 Dec 2024 01:00:00 -0800 691 full false Guest Experience Tech: What I Learned Building, Selling, and Using It - Danica Smith Guest Experience Tech: What I Learned Building, Selling, and Using It - Danica Smith In this episode, Danica Smith, Founder of MorningStar GX, shares her insights on using technology to enhance guest experience in the hospitality industry. Listen now to learn:

  • The importance of focusing on guest satisfaction as the ultimate goal of implementing new technology.
  • The significance of simplicity and clarity in technology adoption and project goals.
  • The value of beta testing and ensuring the basics of guest experience are covered before implementing advanced tech solutions.
  • The importance of viewing hotel tech providers as partners (instead of vendors) and the importance of transparency and authenticity in those relationships.
  • The impact of industry acquisitions on open API strategies and integration challenges.
  • Practical advice on evaluating potential tech partners and ensuring effective integrations.

If you enjoyed this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Danica Smith, Founder of MorningStar GX, shares her insights on using technology to enhance guest experience in the hospitality industry. Listen now to learn:

  • The importance of focusing on guest satisfaction as the ultimate goal of implementing new technology.
  • The significance of simplicity and clarity in technology adoption and project goals.
  • The value of beta testing and ensuring the basics of guest experience are covered before implementing advanced tech solutions.
  • The importance of viewing hotel tech providers as partners (instead of vendors) and the importance of transparency and authenticity in those relationships.
  • The impact of industry acquisitions on open API strategies and integration challenges.
  • Practical advice on evaluating potential tech partners and ensuring effective integrations.

If you enjoyed this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/danica-smith-tech/ Josiah Mackenzie Buzzsprout-16302793 Thu, 19 Dec 2024 01:00:00 -0800 803 full false Beyond Buzzwords: The Truth about Guest Experience - Danica Smith Beyond Buzzwords: The Truth about Guest Experience - Danica Smith In this episode, Danica Smith, Founder of MorningStar GX, shares her insights on the enduring power of focusing on guest experience in the hospitality industry.

Listen now to learn:

  • The true meaning of "guest experience" and why it matters.
  • Common hesitations and obstacles hotel companies face in improving guest experience.
  • The impact of digitalizing the guest journey and the importance of on-property experiences.
  • The role of guest feedback and online reputation in shaping guest expectations.
  • How to effectively use guest data to empower hotel teams and improve operations.
  • The importance of a strong management response strategy to guest reviews.
  • Examples of creative solutions to common operational challenges in hotels.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Danica Smith, Founder of MorningStar GX, shares her insights on the enduring power of focusing on guest experience in the hospitality industry.

Listen now to learn:

  • The true meaning of "guest experience" and why it matters.
  • Common hesitations and obstacles hotel companies face in improving guest experience.
  • The impact of digitalizing the guest journey and the importance of on-property experiences.
  • The role of guest feedback and online reputation in shaping guest expectations.
  • How to effectively use guest data to empower hotel teams and improve operations.
  • The importance of a strong management response strategy to guest reviews.
  • Examples of creative solutions to common operational challenges in hotels.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/danica-smith-gx/ Josiah Mackenzie Buzzsprout-16297351 Wed, 18 Dec 2024 01:00:00 -0800 1859 full false The Human Side of Hotel Tech: A GM's Perspective - Justin Rodriguez, Shashi Hotel The Human Side of Hotel Tech: A GM's Perspective - Justin Rodriguez, Shashi Hotel In this episode, Justin Rodriguez, General Manager at the Shashi Hotel, shares insights on how technology is transforming the hospitality experience at their hotel in the heart of Silicon Valley.

Listen to learn:

  • How Shashi Group is using technology to create a customizable room experience for guests.
  • The impact of technology on the hotel's staff and operations.
  • The benefits and challenges of implementing new tech in a hospitality setting.
  • How the hotel uses guest data to enhance service and improve guest interactions.
  • Examples of unique services and amenities enabled by technology.
  • The importance of flexibility and adaptability in meeting guest preferences.
  • Insights into the future of hospitality and the role of technology in shaping guest experiences.

You might also enjoy: This Hotelier is Next to Google, Sees The Future, and Shares What He’s Doing About It (Dipesh Gupta, Shashi Group)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Justin Rodriguez, General Manager at the Shashi Hotel, shares insights on how technology is transforming the hospitality experience at their hotel in the heart of Silicon Valley.

Listen to learn:

  • How Shashi Group is using technology to create a customizable room experience for guests.
  • The impact of technology on the hotel's staff and operations.
  • The benefits and challenges of implementing new tech in a hospitality setting.
  • How the hotel uses guest data to enhance service and improve guest interactions.
  • Examples of unique services and amenities enabled by technology.
  • The importance of flexibility and adaptability in meeting guest preferences.
  • Insights into the future of hospitality and the role of technology in shaping guest experiences.

You might also enjoy: This Hotelier is Next to Google, Sees The Future, and Shares What He’s Doing About It (Dipesh Gupta, Shashi Group)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/justin-rodriguez/ Josiah Mackenzie Buzzsprout-16279313 Tue, 17 Dec 2024 01:00:00 -0800 1831 full false Beyond Beautiful: How Luxury Hotels Create Emotional Connections - Maria Loleyt Beyond Beautiful: How Luxury Hotels Create Emotional Connections - Maria Loleyt In this episode, Maria Loleyt, CEO of Plurana, shares her insights into what makes luxury hotels exceptional based on interviews with dozens of hotel leaders and analysis of over 1.2 million guest reviews. She explains how hotels can go beyond merely providing clean and beautiful spaces to creating emotional connections that delight sophisticated travelers.

What You’ll Learn:

  • How luxury hotels create emotional connections with guests through personalization and cultural integration.
  • Why both exclusive access and simple joys are critical to exceptional hospitality.
  • The rise of the sophisticated traveler and how their expectations are reshaping the industry.
  • How cultural elements and storytelling within hotels can elevate the guest experience.
  • Practical examples of how hotels are integrating art, history, and local culture into their offerings.
  • The role of technology in creating immersive, culturally rich experiences for hotel guests.
  • How focusing on small, thoughtful touches can differentiate a hotel and build guest loyalty.

Download the report: Beyond the Suite - Cultural and Market Trends in European 5-Star Hotels

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Maria Loleyt, CEO of Plurana, shares her insights into what makes luxury hotels exceptional based on interviews with dozens of hotel leaders and analysis of over 1.2 million guest reviews. She explains how hotels can go beyond merely providing clean and beautiful spaces to creating emotional connections that delight sophisticated travelers.

What You’ll Learn:

  • How luxury hotels create emotional connections with guests through personalization and cultural integration.
  • Why both exclusive access and simple joys are critical to exceptional hospitality.
  • The rise of the sophisticated traveler and how their expectations are reshaping the industry.
  • How cultural elements and storytelling within hotels can elevate the guest experience.
  • Practical examples of how hotels are integrating art, history, and local culture into their offerings.
  • The role of technology in creating immersive, culturally rich experiences for hotel guests.
  • How focusing on small, thoughtful touches can differentiate a hotel and build guest loyalty.

Download the report: Beyond the Suite - Cultural and Market Trends in European 5-Star Hotels

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/maria-loleyt-plurana/ Josiah Mackenzie Buzzsprout-16275266 Mon, 16 Dec 2024 07:00:00 -0800 2758 full false What Hotels Can Learn from Portland's Immersive Art Experiences - Teddy Albertson What Hotels Can Learn from Portland's Immersive Art Experiences - Teddy Albertson In this episode, Teddy Albertson shares how blending creativity with practicality can transform spaces, revitalize cities, and create unique, memorable experiences that drive foot traffic and engagement.

What you’ll learn by listening:

  • How art and immersive experiences can revitalize urban areas and hospitality spaces.
  • The unique collaboration between Teddy and artist Mike Bennett to create public joy in Portland.
  • Why "attainable joy" is a key factor in creating inclusive, repeatable experiences.
  • The importance of meeting people where they are with accessible and family-friendly activities.
  • Lessons hospitality leaders can apply to create one-of-a-kind guest experiences.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Teddy Albertson shares how blending creativity with practicality can transform spaces, revitalize cities, and create unique, memorable experiences that drive foot traffic and engagement.

What you’ll learn by listening:

  • How art and immersive experiences can revitalize urban areas and hospitality spaces.
  • The unique collaboration between Teddy and artist Mike Bennett to create public joy in Portland.
  • Why "attainable joy" is a key factor in creating inclusive, repeatable experiences.
  • The importance of meeting people where they are with accessible and family-friendly activities.
  • Lessons hospitality leaders can apply to create one-of-a-kind guest experiences.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/teddy-albertson/ Buzzsprout-16257431 Sun, 15 Dec 2024 01:00:00 -0800 2672 full false Get Out and Experience New Things - Eric Jafari, AENDRE Group Get Out and Experience New Things - Eric Jafari, AENDRE Group In this episode, Eric Jafari, founder of AENDRE Group, shares how stepping out of your comfort zone and immersing yourself in new experiences can spark ideas that transform the way that you provide hospitality.

We talk about:

  • How blending ancient traditions with modern design can drive innovation in hospitality.
  • The importance of immersing yourself in different cultures to challenge and expand your reality.
  • The idea of merging different traditions and experiences, such as Scandinavian saunas and cold immersion with music and breathwork.
  • The potential of creating natural, immersive experiences within urban settings.

In this conversation, Eric and I also talk about Apple, Da Vinci, Elon Musk, Othership, Onsens (Japanese hot spring), Aman and Six Senses,

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eric Jafari, founder of AENDRE Group, shares how stepping out of your comfort zone and immersing yourself in new experiences can spark ideas that transform the way that you provide hospitality.

We talk about:

  • How blending ancient traditions with modern design can drive innovation in hospitality.
  • The importance of immersing yourself in different cultures to challenge and expand your reality.
  • The idea of merging different traditions and experiences, such as Scandinavian saunas and cold immersion with music and breathwork.
  • The potential of creating natural, immersive experiences within urban settings.

In this conversation, Eric and I also talk about Apple, Da Vinci, Elon Musk, Othership, Onsens (Japanese hot spring), Aman and Six Senses,

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eric-jafari-experience/ Josiah Mackenzie Buzzsprout-16274842 Sat, 14 Dec 2024 01:00:00 -0800 512 full false The Evolution of Motivations in Hospitality: Lessons from the 1980s to Today - Eric Jafari, AENDRE Group The Evolution of Motivations in Hospitality: Lessons from the 1980s to Today - Eric Jafari, AENDRE Group In this episode, Eric Jafari, founder of AENDRE Group, shares insights into the evolution of hospitality innovation and how it can shape the future of the industry.

You'll learn about:

  • The origins of the lifestyle hotel movement in the 1980s.
  • How Steve Rubell and Ian Schrager transformed the Executive Hotel in New York.
  • The role of status and self-worth in the success of lifestyle hotels.
  • The shift in priorities from status to self-actualization among Gen Z and millennials.
  • The importance of wellness in modern hospitality.
  • How hotels can create meaningful experiences and build a sense of community.
  • The impact of social media on the perception of status and self-worth.
  • The significance of understanding your target consumer in the hospitality industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eric Jafari, founder of AENDRE Group, shares insights into the evolution of hospitality innovation and how it can shape the future of the industry.

You'll learn about:

  • The origins of the lifestyle hotel movement in the 1980s.
  • How Steve Rubell and Ian Schrager transformed the Executive Hotel in New York.
  • The role of status and self-worth in the success of lifestyle hotels.
  • The shift in priorities from status to self-actualization among Gen Z and millennials.
  • The importance of wellness in modern hospitality.
  • How hotels can create meaningful experiences and build a sense of community.
  • The impact of social media on the perception of status and self-worth.
  • The significance of understanding your target consumer in the hospitality industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eric-jafari-hospitality/ Josiah Mackenzie Buzzsprout-16269088 Fri, 13 Dec 2024 01:00:00 -0800 974 full false Beyond Bars and Clubs: The Night I Saw the Future of Social Spaces - Eric Jafari, AENDRE Group Beyond Bars and Clubs: The Night I Saw the Future of Social Spaces - Eric Jafari, AENDRE Group In this episode, Eric Jafari, founder of AENDRE Group, shares the story of an eye-opening experience that redefined his understanding of wellness and innovation in the hospitality industry.

You'll learn about:

  • The historic role of alcohol as a "social lubricant" and its impact on social interactions.
  • How the Gen Z consumer's reduced alcohol consumption is influencing new social experiences.
  • The concept of wellness resorts and how they can offer more than just relaxation.
  • Eric's personal experience at a wellness concept in Toronto that combined elements of a beach club with traditional wellness activities.
  • The potential for creating hospitality experiences that leave guests feeling healthier and more connected.

In this episode, Eric mentions:

  • Stealing Fire (book)
  • Burning Man (festival)
  • Othership (wellness concept)
  • Barry's Bootcamp (gym)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eric Jafari, founder of AENDRE Group, shares the story of an eye-opening experience that redefined his understanding of wellness and innovation in the hospitality industry.

You'll learn about:

  • The historic role of alcohol as a "social lubricant" and its impact on social interactions.
  • How the Gen Z consumer's reduced alcohol consumption is influencing new social experiences.
  • The concept of wellness resorts and how they can offer more than just relaxation.
  • Eric's personal experience at a wellness concept in Toronto that combined elements of a beach club with traditional wellness activities.
  • The potential for creating hospitality experiences that leave guests feeling healthier and more connected.

In this episode, Eric mentions:

  • Stealing Fire (book)
  • Burning Man (festival)
  • Othership (wellness concept)
  • Barry's Bootcamp (gym)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eric-jafari-wellness/ Josiah Mackenzie Buzzsprout-16254342 Thu, 12 Dec 2024 01:00:00 -0800 838 full true Breaking Free from Holiday Inn: Why I Stopped Playing It Safe to Redefine Hospitality - Eric Jafari, AENDRE Group Breaking Free from Holiday Inn: Why I Stopped Playing It Safe to Redefine Hospitality - Eric Jafari, AENDRE Group In this episode, Eric Jafari, founder of AENDRE Group, shares his journey from a stable career in real estate investment to redefining hospitality through innovative concepts. 

You'll learn:

  • Why predictability stifles innovation in the hospitality industry.
  • How culture shapes risk-taking and the importance of embracing trial and error.
  • The disconnect between traditional hotel investments and consumer preferences.
  • Insights into the creation and success of the Locke hotel concept.
  • The evolving definition of wellness in the context of modern hospitality.

In this conversation, Eric and I also talk about Claus Sendlinger at Design Hotels, Future Labs, the Independent Lodging Congress, SoulCycle, and Barry's Bootcamp.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Eric Jafari, founder of AENDRE Group, shares his journey from a stable career in real estate investment to redefining hospitality through innovative concepts. 

You'll learn:

  • Why predictability stifles innovation in the hospitality industry.
  • How culture shapes risk-taking and the importance of embracing trial and error.
  • The disconnect between traditional hotel investments and consumer preferences.
  • Insights into the creation and success of the Locke hotel concept.
  • The evolving definition of wellness in the context of modern hospitality.

In this conversation, Eric and I also talk about Claus Sendlinger at Design Hotels, Future Labs, the Independent Lodging Congress, SoulCycle, and Barry's Bootcamp.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eric-jafari-career/ Josiah Mackenzie Buzzsprout-16249885 Wed, 11 Dec 2024 01:00:00 -0800 700 full false How Focusing on Operations Drove Demand and Revenue for Me as a Hotel Group Commercial Leader - Adele Gutman How Focusing on Operations Drove Demand and Revenue for Me as a Hotel Group Commercial Leader - Adele Gutman In this episode, Adele Gutman, the former head of sales, marketing, and revenue at The Library Hotel Collection, shares her journey of driving guest satisfaction to the top of the charts through team empowerment and operational excellence - and the impact that had on demand and revenue.

You may also enjoy these with Adele:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Adele Gutman, the former head of sales, marketing, and revenue at The Library Hotel Collection, shares her journey of driving guest satisfaction to the top of the charts through team empowerment and operational excellence - and the impact that had on demand and revenue.

You may also enjoy these with Adele:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/adele-gutman-operations/ Josiah Mackenzie Buzzsprout-16248126 Tue, 10 Dec 2024 01:00:00 -0800 798 full false Stop Fighting Fires: Building a Culture of Problem Solvers in Your Hotel - Adele Gutman Stop Fighting Fires: Building a Culture of Problem Solvers in Your Hotel - Adele Gutman In this episode, Adele Gutman shares insights on effectively responding to hotel guest feedback to prevent future issues and improve guest satisfaction and team morale.

Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Adele Gutman shares insights on effectively responding to hotel guest feedback to prevent future issues and improve guest satisfaction and team morale.

Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/adele-gutman-prevent/ Josiah Mackenzie Buzzsprout-16238804 Mon, 09 Dec 2024 01:00:00 -0800 737 full false The Durability of Glamping: Why Outdoor Hospitality's Potential is Just Starting - Ken Barber, Wildhaven The Durability of Glamping: Why Outdoor Hospitality's Potential is Just Starting - Ken Barber, Wildhaven In this episode, Ken Barber, founder of Wildhaven, shares his journey of building a thriving nature-based hospitality brand that helps guests slow down, reconnect, and escape the chaos of daily life.

Listen now to learn:

  • How Wildhaven has evolved from its early days to a thriving hospitality brand with locations in Sonoma and Yosemite.
  • The importance of blending comfort with the beauty of the outdoors.
  • Insights into product development and creating amenities that cater to guests' needs.
  • The significance of providing clean and well-maintained communal spaces.
  • The role of nature in enhancing the guest experience and promoting relaxation.
  • The unique considerations of providing hospitality to families and groups.
  • The market opportunity and durability of the glamping industry.
  • The benefits of working in the glamping industry and the unique work-life balance it offers.
  • Future plans for Wildhaven, including expansion and new amenities.

See my review of Wildhaven on YouTube

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ken Barber, founder of Wildhaven, shares his journey of building a thriving nature-based hospitality brand that helps guests slow down, reconnect, and escape the chaos of daily life.

Listen now to learn:

  • How Wildhaven has evolved from its early days to a thriving hospitality brand with locations in Sonoma and Yosemite.
  • The importance of blending comfort with the beauty of the outdoors.
  • Insights into product development and creating amenities that cater to guests' needs.
  • The significance of providing clean and well-maintained communal spaces.
  • The role of nature in enhancing the guest experience and promoting relaxation.
  • The unique considerations of providing hospitality to families and groups.
  • The market opportunity and durability of the glamping industry.
  • The benefits of working in the glamping industry and the unique work-life balance it offers.
  • Future plans for Wildhaven, including expansion and new amenities.

See my review of Wildhaven on YouTube

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ken-barber-2024/ Josiah Mackenzie Buzzsprout-16234801 Sun, 08 Dec 2024 01:00:00 -0800 2100 full false Turning Technology into a Competitive Advantage for Hotels - Mark Fancourt Turning Technology into a Competitive Advantage for Hotels - Mark Fancourt In this episode, Mark Fancourt, founder and principal of TRAVHOTECH, shares insights into the evolving landscape of hospitality technology, drawing from his extensive experience leading technology for both hospitality companies and solution providers. 

Chapters:

  • Takeaways from ILHA & How Mark Learns About Tech and Innovation (01:40)
  • Why Work in Hospitality? (05:47)
  • Why Luxury Hospitality Is Critical to Watch (08:06)
  • What’s Exciting in Hotel Technology Today? (10:59)
  • Hotel-Specific vs. Big Tech Solutions (16:16)
  • CRM vs. PMS: Key Differences and Opportunities (18:37)
  • Build vs. Buy: The Technology Decision for Hotels (23:45)
  • The One Technology Hotels Can’t Buy Today (24:40)
  • Lessons from Past Tech Cycles for the AI Boom (25:58)
  • The Potential of AI-Powered Voice Technology (27:56)
  • How Technology Bridges Language Barriers in Travel (30:36)
  • The Mindset Shift Required to Benefit from Technology (33:49)
  • How to Sell Technology Internally and Secure Approvals (36:09)
  • Technology as a Competitive Advantage in Hospitality (38:42)
  • Flywheels and Exponential Outcomes in Hotel Technology (42:01)
  • Do You Need New Technology or Better Education? (42:37)
  • Building Long-Term Relationships with Technology Providers (45:41)
  • Case Study: Technology Excellence at Peninsula Hotels (48:50)
  • What the Hospitality Industry Can Learn from Other Industries (52:49)

Read Mark's article: Where does hotel PMS software sit in the new hospitality technology stack?

If you liked this, you may also enjoy: Creative but Practical Uses for AI Today in Hotel Sales, Marketing, and Revenue Management (Takeaways From HSMAI's Latest Event) - Lou Zameryka

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Mark Fancourt, founder and principal of TRAVHOTECH, shares insights into the evolving landscape of hospitality technology, drawing from his extensive experience leading technology for both hospitality companies and solution providers. 

Chapters:

  • Takeaways from ILHA & How Mark Learns About Tech and Innovation (01:40)
  • Why Work in Hospitality? (05:47)
  • Why Luxury Hospitality Is Critical to Watch (08:06)
  • What’s Exciting in Hotel Technology Today? (10:59)
  • Hotel-Specific vs. Big Tech Solutions (16:16)
  • CRM vs. PMS: Key Differences and Opportunities (18:37)
  • Build vs. Buy: The Technology Decision for Hotels (23:45)
  • The One Technology Hotels Can’t Buy Today (24:40)
  • Lessons from Past Tech Cycles for the AI Boom (25:58)
  • The Potential of AI-Powered Voice Technology (27:56)
  • How Technology Bridges Language Barriers in Travel (30:36)
  • The Mindset Shift Required to Benefit from Technology (33:49)
  • How to Sell Technology Internally and Secure Approvals (36:09)
  • Technology as a Competitive Advantage in Hospitality (38:42)
  • Flywheels and Exponential Outcomes in Hotel Technology (42:01)
  • Do You Need New Technology or Better Education? (42:37)
  • Building Long-Term Relationships with Technology Providers (45:41)
  • Case Study: Technology Excellence at Peninsula Hotels (48:50)
  • What the Hospitality Industry Can Learn from Other Industries (52:49)

Read Mark's article: Where does hotel PMS software sit in the new hospitality technology stack?

If you liked this, you may also enjoy: Creative but Practical Uses for AI Today in Hotel Sales, Marketing, and Revenue Management (Takeaways From HSMAI's Latest Event) - Lou Zameryka

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/mark-fancourt/ Josiah Mackenzie Buzzsprout-16234742 Sat, 07 Dec 2024 01:00:00 -0800 3831 full false Accor's Chief Sales Officer on Why Meetings Make Money - Sophie Hulgard Accor's Chief Sales Officer on Why Meetings Make Money - Sophie Hulgard In this episode, Sophie Hulgard, Chief Sales Officer at Accor, shares insights on the power of providing hospitality through meetings, the economic impact of face-to-face events, and how hotels can maximize these opportunities.

Listen now to learn about:

  • The impact of the pandemic on the meetings and events industry.
  • The value of face-to-face meetings versus digital interactions.
  • Key findings from Accor's recent research on the economic impact of meetings.
  • Differences in meeting value perceptions across various countries.
  • The unique advantages hotels have in hosting meetings.
  • Accor's emphasis on sustainability in meetings.
  • The role of technology in enhancing meeting experiences.
  • The importance of flexibility and agility in meeting spaces.
  • The return on investment of in-person meetings for businesses.

See Accor’s Research: Unlocking Growth Through Face-to-Face Meetings

If you liked this, you might also like: Observations from San Francisco on the Hotel Space Advantage in the New AI Economy (by Josiah Mackenzie)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sophie Hulgard, Chief Sales Officer at Accor, shares insights on the power of providing hospitality through meetings, the economic impact of face-to-face events, and how hotels can maximize these opportunities.

Listen now to learn about:

  • The impact of the pandemic on the meetings and events industry.
  • The value of face-to-face meetings versus digital interactions.
  • Key findings from Accor's recent research on the economic impact of meetings.
  • Differences in meeting value perceptions across various countries.
  • The unique advantages hotels have in hosting meetings.
  • Accor's emphasis on sustainability in meetings.
  • The role of technology in enhancing meeting experiences.
  • The importance of flexibility and agility in meeting spaces.
  • The return on investment of in-person meetings for businesses.

See Accor’s Research: Unlocking Growth Through Face-to-Face Meetings

If you liked this, you might also like: Observations from San Francisco on the Hotel Space Advantage in the New AI Economy (by Josiah Mackenzie)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sophie-hulgard-accor-meetings/ Josiah Mackenzie Buzzsprout-16221912 Fri, 06 Dec 2024 01:00:00 -0800 1386 full false The Paradox of Tech in Luxury Hotels - Guillaume Benezech The Paradox of Tech in Luxury Hotels - Guillaume Benezech In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton, shares his insights on AI's underestimated power in hospitality and technology's role in enhancing luxury experiences.

Listen now to learn about:

  • The importance of innovation and the rapid pace of AI in hospitality.
  • How AI can alleviate administrative burdens for hospitality leaders.
  • The balance between human connection and technology in luxury hospitality.
  • The impact of AI on guest comfort, anticipation of needs, and financial performance.
  • The role of technology in reducing stress and increasing productivity for hospitality staff.
  • The necessity of maintaining "human capital" in guest-facing roles.
  • Observations on luxury travelers' engagement with technology and the trend towards wellness and relaxation.

If you liked this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton, shares his insights on AI's underestimated power in hospitality and technology's role in enhancing luxury experiences.

Listen now to learn about:

  • The importance of innovation and the rapid pace of AI in hospitality.
  • How AI can alleviate administrative burdens for hospitality leaders.
  • The balance between human connection and technology in luxury hospitality.
  • The impact of AI on guest comfort, anticipation of needs, and financial performance.
  • The role of technology in reducing stress and increasing productivity for hospitality staff.
  • The necessity of maintaining "human capital" in guest-facing roles.
  • Observations on luxury travelers' engagement with technology and the trend towards wellness and relaxation.

If you liked this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/guillaume-benezech-ai/ Josiah Mackenzie Buzzsprout-16222013 Thu, 05 Dec 2024 01:00:00 -0800 641 full false ChatGPT for Hotel Reviews: AI Lessons From Our 1 Hour, $20 Live Experiment - Josiah Mackenzie ChatGPT for Hotel Reviews: AI Lessons From Our 1 Hour, $20 Live Experiment - Josiah Mackenzie In this episode, Josiah Mackenzie reflects on what he learned building an AI bot in ChatGPT and Claude with Adele Gutman to help answer online hotel reviews.

Watch Us Build an AI Bot to Answer Hotel Reviews on YouTube

Listen to our other episodes with Adele:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie reflects on what he learned building an AI bot in ChatGPT and Claude with Adele Gutman to help answer online hotel reviews.

Watch Us Build an AI Bot to Answer Hotel Reviews on YouTube

Listen to our other episodes with Adele:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ai-review-responses/ Buzzsprout-16216985 Wed, 04 Dec 2024 01:00:00 -0800 640 full false Creative but Practical Uses for AI Today in Hotel Sales, Marketing, and Revenue Management (Takeaways From HSMAI's Latest Event) - Lou Zameryka Creative but Practical Uses for AI Today in Hotel Sales, Marketing, and Revenue Management (Takeaways From HSMAI's Latest Event) - Lou Zameryka In this episode, Lou Zameryka, founder of Alively and partner at Ventures Hospitality, shares insights on the creative use of artificial intelligence in the commercial functions of hospitality - sales, marketing, and revenue management - from a recent HSMAI event.

Listen now to hear about:

  • The importance of understanding different types of AI and their applications in the hospitality industry.
  • How AI can be practically applied in sales training using video avatars and gamification.
  • The role of generative AI in marketing and the need for hotels to optimize their content for AI-based conversational search.
  • The concept of attribute-based pricing in revenue management and its potential to enhance revenue by targeting specific customer cohorts.
  • The idea of AI-native companies and "boundaryless intelligence."

Links:

Other episodes with Lou:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Lou Zameryka, founder of Alively and partner at Ventures Hospitality, shares insights on the creative use of artificial intelligence in the commercial functions of hospitality - sales, marketing, and revenue management - from a recent HSMAI event.

Listen now to hear about:

  • The importance of understanding different types of AI and their applications in the hospitality industry.
  • How AI can be practically applied in sales training using video avatars and gamification.
  • The role of generative AI in marketing and the need for hotels to optimize their content for AI-based conversational search.
  • The concept of attribute-based pricing in revenue management and its potential to enhance revenue by targeting specific customer cohorts.
  • The idea of AI-native companies and "boundaryless intelligence."

Links:

Other episodes with Lou:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hsmai-ai/ Buzzsprout-16206799 Tue, 03 Dec 2024 02:00:00 -0800 1279 full false How Hotels Can Win Big on "Travel Tuesday"—and Beyond (Ryan Mann, McKinsey) How Hotels Can Win Big on "Travel Tuesday"—and Beyond (Ryan Mann, McKinsey) In this episode, Ryan Mann, a partner at McKinsey, shares insights on the growing trend of Travel Tuesday and its implications for the travel and hospitality industry.

Listen now to learn:

  • What Travel Tuesday is and how it compares to Black Friday and Cyber Monday.
  • The types of travel deals available during Travel Tuesday and how consumers can take advantage of them.
  • The benefits for the hospitality industry in participating in Travel Tuesday, especially during off-season and shoulder season.
  • The shift in consumer behavior from buying goods to seeking experiences.
  • The importance of staying close to guests and understanding their changing preferences.
  • The critical balance between marketing travel experiences and delivering on those promises.

More:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ryan Mann, a partner at McKinsey, shares insights on the growing trend of Travel Tuesday and its implications for the travel and hospitality industry.

Listen now to learn:

  • What Travel Tuesday is and how it compares to Black Friday and Cyber Monday.
  • The types of travel deals available during Travel Tuesday and how consumers can take advantage of them.
  • The benefits for the hospitality industry in participating in Travel Tuesday, especially during off-season and shoulder season.
  • The shift in consumer behavior from buying goods to seeking experiences.
  • The importance of staying close to guests and understanding their changing preferences.
  • The critical balance between marketing travel experiences and delivering on those promises.

More:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/travel-tuesday/ Josiah Mackenzie Buzzsprout-16206939 Tue, 03 Dec 2024 00:00:00 -0800 672 full false Frontline Views on Hospitality Careers and AI in Service - Victoria Gordon, Timber Cove Resort Frontline Views on Hospitality Careers and AI in Service - Victoria Gordon, Timber Cove Resort In this episode, Victoria Gordon, Front-of-House Manager at Timber Cove Resort, shares her journey from front desk agent to manager and offers her unique perspective on the role of technology in hospitality.

Listen now to learn about:

  • Victoria's career path from a front desk agent to a manager at Timber Cove Resort.
  • The importance of community and collaboration in a remote hospitality setting.
  • The value of training and development in hospitality careers.
  • The transition from retail to hospitality and the skills that transfer.
  • The role of AI and technology in enhancing guest experiences without losing the human touch.
  • The responsibilities and daily tasks of a front-of-house manager.
  • How Timber Cove Resort maintains a balance between technology and personalized guest service.
  • Insights into the unique aspects of working in a remote, nature-based resort.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Victoria Gordon, Front-of-House Manager at Timber Cove Resort, shares her journey from front desk agent to manager and offers her unique perspective on the role of technology in hospitality.

Listen now to learn about:

  • Victoria's career path from a front desk agent to a manager at Timber Cove Resort.
  • The importance of community and collaboration in a remote hospitality setting.
  • The value of training and development in hospitality careers.
  • The transition from retail to hospitality and the skills that transfer.
  • The role of AI and technology in enhancing guest experiences without losing the human touch.
  • The responsibilities and daily tasks of a front-of-house manager.
  • How Timber Cove Resort maintains a balance between technology and personalized guest service.
  • Insights into the unique aspects of working in a remote, nature-based resort.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/victoria-gordon/ Buzzsprout-16203176 Mon, 02 Dec 2024 01:00:00 -0800 1291 full false How to Stay Inspired and Avoid Burnout in Hospitality - Joli Barfield, Montage International How to Stay Inspired and Avoid Burnout in Hospitality - Joli Barfield, Montage International In this episode, Joli Barfield, Cluster Director of Learning at Montage International, shares her insights on managing burnout in the hospitality industry and maintaining personal well-being.

Listen now to learn about:

  • The prevalence of burnout in the hospitality industry and its impact on career decisions.
  • Strategies for maintaining mental and physical health in a demanding work environment.
  • The importance of disconnecting from technology and finding personal ways to recharge.
  • Habits that can enhance performance.
  • The role of meditation and stillness in managing stress.
  • Creative ways to find inspiration and stay motivated.
  • The significance of understanding the history and story of the places where you work.

If you enjoyed this, listen to our other episode: Behind the Scenes of Montage’s World-Class Training Programs

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Joli Barfield, Cluster Director of Learning at Montage International, shares her insights on managing burnout in the hospitality industry and maintaining personal well-being.

Listen now to learn about:

  • The prevalence of burnout in the hospitality industry and its impact on career decisions.
  • Strategies for maintaining mental and physical health in a demanding work environment.
  • The importance of disconnecting from technology and finding personal ways to recharge.
  • Habits that can enhance performance.
  • The role of meditation and stillness in managing stress.
  • Creative ways to find inspiration and stay motivated.
  • The significance of understanding the history and story of the places where you work.

If you enjoyed this, listen to our other episode: Behind the Scenes of Montage’s World-Class Training Programs

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/joli-barfield-wellness/ Josiah Mackenzie Buzzsprout-16203211 Sun, 01 Dec 2024 15:00:00 -0800 779 full false Lessons from New York City Women in Hospitality That Apply Anywhere - Joli Barfield Lessons from New York City Women in Hospitality That Apply Anywhere - Joli Barfield In this episode, Joli Barfield, founder of New York City Women in Hospitality, shares her inspiring story of starting the organization and offers valuable insights on building genuine relationships in the hospitality industry.

Listen now to learn about:

  • The importance of relationships in achieving success in hospitality.
  • How New York City Women in Hospitality was founded - and its evolution.
  • The impact of the pandemic on the hospitality industry and how the organization adapted.
  • The activities and events organized by New York City Women in Hospitality.
  • Tips on how to engage and contribute effectively in networking events.
  • Advice for starting a similar organization in other cities.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Joli Barfield, founder of New York City Women in Hospitality, shares her inspiring story of starting the organization and offers valuable insights on building genuine relationships in the hospitality industry.

Listen now to learn about:

  • The importance of relationships in achieving success in hospitality.
  • How New York City Women in Hospitality was founded - and its evolution.
  • The impact of the pandemic on the hospitality industry and how the organization adapted.
  • The activities and events organized by New York City Women in Hospitality.
  • Tips on how to engage and contribute effectively in networking events.
  • Advice for starting a similar organization in other cities.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/nyc-women-hospitality/ Josiah Mackenzie Buzzsprout-16203070 Sun, 01 Dec 2024 15:00:00 -0800 819 full false Revving Up Hospitality: Hilton, McLaren, and Creative Brand Collaborations - Oral Muir, Hilton Revving Up Hospitality: Hilton, McLaren, and Creative Brand Collaborations - Oral Muir, Hilton In this episode, Oral Muir, Vice President of Partnerships, Experiences, and Distribution at Hilton, shares insights into how Hilton leverages creative partnerships to enhance hospitality experiences and stay relevant to evolving traveler trends.

  • How Hilton's 20-year partnership with McLaren Racing delivers unique benefits for both brands and their customers.
  • The importance of long-term partnerships and the value they bring to both parties.
  • How Hilton approaches partnerships with brands outside the hospitality industry.
  • The role of research and insights in driving creative and meaningful hospitality experiences.
  • The significance of rest and high-quality stays for performance, particularly in the context of McLaren Racing.
  • The growing trend of adventure-seeking among younger consumers and how Hilton is addressing this trend.
  • The process of turning research insights into actionable strategies and partnerships.
  • The potential role of AI in enhancing the use of data and insights in hospitality.

Also see: The Hilton 2025 Trends Report

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Oral Muir, Vice President of Partnerships, Experiences, and Distribution at Hilton, shares insights into how Hilton leverages creative partnerships to enhance hospitality experiences and stay relevant to evolving traveler trends.

  • How Hilton's 20-year partnership with McLaren Racing delivers unique benefits for both brands and their customers.
  • The importance of long-term partnerships and the value they bring to both parties.
  • How Hilton approaches partnerships with brands outside the hospitality industry.
  • The role of research and insights in driving creative and meaningful hospitality experiences.
  • The significance of rest and high-quality stays for performance, particularly in the context of McLaren Racing.
  • The growing trend of adventure-seeking among younger consumers and how Hilton is addressing this trend.
  • The process of turning research insights into actionable strategies and partnerships.
  • The potential role of AI in enhancing the use of data and insights in hospitality.

Also see: The Hilton 2025 Trends Report

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hilton-mclaren/ Buzzsprout-16180048 Fri, 29 Nov 2024 01:00:00 -0800 676 full false Turning Rejections into Referrals: Solving Hospitality's Talent Crisis - Greg Früchtenicht, Saira Hospitality Turning Rejections into Referrals: Solving Hospitality's Talent Crisis - Greg Früchtenicht, Saira Hospitality In this episode, Greg Früchtenicht, Chief Operating Officer at Saira Hospitality, shares how his team is transforming the hospitality hiring process by turning rejections into referrals through Saira Connect, a new initiative designed to help hotels find hidden talent while supporting candidates in their career journeys.

Listeners Will Learn:

  • The key challenges hospitality recruiters face with one-click job portals and overwhelming volumes of applications.
  • How rejection emails can be transformed into referral opportunities to match candidates with better-suited roles.
  • Insights into the Saira Connect model, which combines human-centered screening and workshops to prepare candidates for hospitality careers.
  • How the program benefits both candidates and hotel partners by creating a more inclusive and supportive hiring process.
  • Real-world examples of candidates who found meaningful opportunities through Saira Connect.
  • Why a human touch in recruitment can improve candidate experiences and elevate employer branding in the hospitality industry.
  • How local partnerships and training programs can address systemic hiring challenges and strengthen the talent pipeline.

You may also enjoy: Offering Hope Through Hospitality: How We Worked with St. Giles Hotels to Create Opportunities for our Community - Greg Früchtenicht, Saira Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Greg Früchtenicht, Chief Operating Officer at Saira Hospitality, shares how his team is transforming the hospitality hiring process by turning rejections into referrals through Saira Connect, a new initiative designed to help hotels find hidden talent while supporting candidates in their career journeys.

Listeners Will Learn:

  • The key challenges hospitality recruiters face with one-click job portals and overwhelming volumes of applications.
  • How rejection emails can be transformed into referral opportunities to match candidates with better-suited roles.
  • Insights into the Saira Connect model, which combines human-centered screening and workshops to prepare candidates for hospitality careers.
  • How the program benefits both candidates and hotel partners by creating a more inclusive and supportive hiring process.
  • Real-world examples of candidates who found meaningful opportunities through Saira Connect.
  • Why a human touch in recruitment can improve candidate experiences and elevate employer branding in the hospitality industry.
  • How local partnerships and training programs can address systemic hiring challenges and strengthen the talent pipeline.

You may also enjoy: Offering Hope Through Hospitality: How We Worked with St. Giles Hotels to Create Opportunities for our Community - Greg Früchtenicht, Saira Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/saira-connect/ Josiah Mackenzie Buzzsprout-16191528 Thu, 28 Nov 2024 22:00:00 -0800 1591 full false Thanksgiving Special: Gratitude Lessons from Hospitality Leaders with Brian Proctor Thanksgiving Special: Gratitude Lessons from Hospitality Leaders with Brian Proctor In this episode, Brian Proctor, Principal at Leeds Hospitality Group and host of Tuesday’s Thanks, shares how gratitude has shaped his life, career, and leadership philosophy. Brian reflects on his journey in the hospitality industry, insights from over 130 episodes of his podcast, and practical ways to incorporate gratitude into your personal and professional life.

What You’ll Learn:

  • How Brian’s early life experiences influenced his focus on gratitude.
  • Why gratitude is a powerful leadership tool in hospitality.
  • The story behind Brian’s podcast, Tuesday’s Thanks, and its origins on LinkedIn.
  • The role of gratitude in building and leading successful hospitality teams.
  • Key themes from 130+ conversations with hospitality leaders on saying “yes” to opportunities and recognizing those who believe in you.
  • Practical ways to incorporate gratitude into your leadership and daily operations.
  • How opening doors for others can create lasting impact.

Resources Mentioned:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Brian Proctor, Principal at Leeds Hospitality Group and host of Tuesday’s Thanks, shares how gratitude has shaped his life, career, and leadership philosophy. Brian reflects on his journey in the hospitality industry, insights from over 130 episodes of his podcast, and practical ways to incorporate gratitude into your personal and professional life.

What You’ll Learn:

  • How Brian’s early life experiences influenced his focus on gratitude.
  • Why gratitude is a powerful leadership tool in hospitality.
  • The story behind Brian’s podcast, Tuesday’s Thanks, and its origins on LinkedIn.
  • The role of gratitude in building and leading successful hospitality teams.
  • Key themes from 130+ conversations with hospitality leaders on saying “yes” to opportunities and recognizing those who believe in you.
  • Practical ways to incorporate gratitude into your leadership and daily operations.
  • How opening doors for others can create lasting impact.

Resources Mentioned:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/thanksgiving-reflections/ Josiah Mackenzie Buzzsprout-16161801 Thu, 28 Nov 2024 01:00:00 -0800 993 full false Engineering Training & Mentorship at The Hoxton, Downtown LA Engineering Training & Mentorship at The Hoxton, Downtown LA In this episode, the team from The Hoxton, Downtown LA, shares what they’ve learned about building high-performing hotel teams, fostering mentorship, and creating a culture of growth and development.

Kara Bartelt, the hotel’s General Manager; Michael Lopez, Director of Engineering; and Steven Birl, Engineer, dive into the strategies they’ve used to empower their team members, tackle challenges, and encourage those all-important "light bulb moments."

You’ll hear how they:

  • Cultivate critical thinking and initiative within their teams.
  • Use mentorship to develop future leaders in hospitality.
  • Balance technical expertise with emotional intelligence to create memorable guest experiences.

Whether you manage a boutique hotel or a large-scale property, this episode offers practical insights and inspiring lessons on developing talent and unlocking your team's potential.

Listen to our other episode with Kara: How Buildings Shape Hospitality: Lessons from a Yale-Trained Architect-Turned-Hotel GM - Kara Bartelt, The Hoxton, Downtown LA

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, the team from The Hoxton, Downtown LA, shares what they’ve learned about building high-performing hotel teams, fostering mentorship, and creating a culture of growth and development.

Kara Bartelt, the hotel’s General Manager; Michael Lopez, Director of Engineering; and Steven Birl, Engineer, dive into the strategies they’ve used to empower their team members, tackle challenges, and encourage those all-important "light bulb moments."

You’ll hear how they:

  • Cultivate critical thinking and initiative within their teams.
  • Use mentorship to develop future leaders in hospitality.
  • Balance technical expertise with emotional intelligence to create memorable guest experiences.

Whether you manage a boutique hotel or a large-scale property, this episode offers practical insights and inspiring lessons on developing talent and unlocking your team's potential.

Listen to our other episode with Kara: How Buildings Shape Hospitality: Lessons from a Yale-Trained Architect-Turned-Hotel GM - Kara Bartelt, The Hoxton, Downtown LA

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hoxton-dtla-training/ Buzzsprout-16180185 Wed, 27 Nov 2024 01:00:00 -0800 1315 full false Rethinking Timeshares: How Flexibility and Experiences Drive Generational Loyalty - Derek De Salvia, Hilton Grand Vacations Rethinking Timeshares: How Flexibility and Experiences Drive Generational Loyalty - Derek De Salvia, Hilton Grand Vacations In this episode, Derek De Salvia, Executive Vice President and Chief Customer Officer at Hilton Grand Vacations, shares how HGV is redefining vacation ownership by focusing on flexibility, experiences, and building generational loyalty. From rethinking the traditional timeshare model to delivering unforgettable experiences through the Ultimate Access platform, Derek offers actionable insights into how hospitality leaders can innovate and inspire long-term customer relationships.

What You’ll Learn in This Episode:

  • How Hilton Grand Vacations is reimagining vacation ownership to meet the needs of modern travelers.
  • The evolution of timeshares from rigid offerings to flexible, experience-driven models.
  • How HGV leverages the Ultimate Access platform to create unforgettable vacation experiences.
  • Derek’s approach to "Inspired Hospitality" and its impact on guest satisfaction and team culture.
  • The importance of listening to customers and team members to drive innovation.
  • Strategies for building generational loyalty through exceptional service and personalization.
  • Why the role of Chief Customer Officer is critical in shaping customer journeys.
  • The changing dynamics of family travel and what it means for vacation ownership.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Derek De Salvia, Executive Vice President and Chief Customer Officer at Hilton Grand Vacations, shares how HGV is redefining vacation ownership by focusing on flexibility, experiences, and building generational loyalty. From rethinking the traditional timeshare model to delivering unforgettable experiences through the Ultimate Access platform, Derek offers actionable insights into how hospitality leaders can innovate and inspire long-term customer relationships.

What You’ll Learn in This Episode:

  • How Hilton Grand Vacations is reimagining vacation ownership to meet the needs of modern travelers.
  • The evolution of timeshares from rigid offerings to flexible, experience-driven models.
  • How HGV leverages the Ultimate Access platform to create unforgettable vacation experiences.
  • Derek’s approach to "Inspired Hospitality" and its impact on guest satisfaction and team culture.
  • The importance of listening to customers and team members to drive innovation.
  • Strategies for building generational loyalty through exceptional service and personalization.
  • Why the role of Chief Customer Officer is critical in shaping customer journeys.
  • The changing dynamics of family travel and what it means for vacation ownership.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/derek-desalvia/ Buzzsprout-16161908 Tue, 26 Nov 2024 01:00:00 -0800 2972 full false Behind the Scenes of Montage’s World-Class Training Programs - Joli Barfield, Montage International Behind the Scenes of Montage’s World-Class Training Programs - Joli Barfield, Montage International In this episode, Joli Barfield, Cluster Director of Learning at Montage International, shares her journey from education to hospitality training and the unique approaches her company takes to ensure service excellence.

Listeners will learn:

  • Joli's career story.
  • The importance of taking leaps of faith.
  • Insights into the ultra-luxury hospitality environment.
  • The significance of company culture and leadership in hospitality.
  • The power of education and continuous learning.
  • The structure and content of Montage and Pendry's new hire orientation program.
  • The role of empowerment and confidence in hospitality training.
  • The importance of listening to guests to create memorable experiences.
  • Different learning modalities and their application in hospitality training.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Joli Barfield, Cluster Director of Learning at Montage International, shares her journey from education to hospitality training and the unique approaches her company takes to ensure service excellence.

Listeners will learn:

  • Joli's career story.
  • The importance of taking leaps of faith.
  • Insights into the ultra-luxury hospitality environment.
  • The significance of company culture and leadership in hospitality.
  • The power of education and continuous learning.
  • The structure and content of Montage and Pendry's new hire orientation program.
  • The role of empowerment and confidence in hospitality training.
  • The importance of listening to guests to create memorable experiences.
  • Different learning modalities and their application in hospitality training.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/joli-barfield/ Josiah Mackenzie Buzzsprout-16161727 Mon, 25 Nov 2024 01:00:00 -0800 2953 full false From Tradition to Tomorrow: Meet The Future of Hospitality (Masho Khabazashvili) From Tradition to Tomorrow: Meet The Future of Hospitality (Masho Khabazashvili) In this episode, Masho Khabazashvili shares how her Georgian heritage and involvement with the CHLA Hospitality Foundation have shaped her approach to creating exceptional guest experiences and inspired her vision for the future of hospitality.

What You’ll Learn

  • Georgian traditions, such as "every guest is a gift from God," influence Masho’s approach to hospitality.
  • The role her mother’s hospitality career played in inspiring her passion for the industry.
  • How hands-on experiences with events and feasts in her childhood shaped her skills in guest care and anticipation.
  • Why Masho believes meaningful connections are at the heart of exceptional hospitality.
  • How the CHLA Hospitality Foundation provided her with scholarships, professional development, and career-shaping opportunities.
  • What it’s like to blend cultural traditions with luxury service standards at the St. Regis.
  • Masho’s insights into the future of hospitality and how the industry can continue to innovate while staying rooted in connection.

Resources Mentioned

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Masho Khabazashvili shares how her Georgian heritage and involvement with the CHLA Hospitality Foundation have shaped her approach to creating exceptional guest experiences and inspired her vision for the future of hospitality.

What You’ll Learn

  • Georgian traditions, such as "every guest is a gift from God," influence Masho’s approach to hospitality.
  • The role her mother’s hospitality career played in inspiring her passion for the industry.
  • How hands-on experiences with events and feasts in her childhood shaped her skills in guest care and anticipation.
  • Why Masho believes meaningful connections are at the heart of exceptional hospitality.
  • How the CHLA Hospitality Foundation provided her with scholarships, professional development, and career-shaping opportunities.
  • What it’s like to blend cultural traditions with luxury service standards at the St. Regis.
  • Masho’s insights into the future of hospitality and how the industry can continue to innovate while staying rooted in connection.

Resources Mentioned

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/masho/ Josiah Mackenzie Buzzsprout-16148757 Sun, 24 Nov 2024 01:00:00 -0800 2019 full false Observations from San Francisco on the Hotel Space Advantage in the New AI Economy - Josiah Mackenzie Observations from San Francisco on the Hotel Space Advantage in the New AI Economy - Josiah Mackenzie A few thoughts from my morning commute this week in San Francisco, inspired by "Nobody Knows Anything" from Dror Poleg.

For more on this, you may enjoy these other episodes on this show:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> A few thoughts from my morning commute this week in San Francisco, inspired by "Nobody Knows Anything" from Dror Poleg.

For more on this, you may enjoy these other episodes on this show:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/space-advantage/ Josiah Mackenzie Buzzsprout-16155062 Sun, 24 Nov 2024 00:00:00 -0800 329 full false How to Get Media Coverage That Builds Your Hospitality Brand & Career [Live Event Replay] How to Get Media Coverage That Builds Your Hospitality Brand & Career [Live Event Replay] Learn how to earn media coverage that accelerates your career and builds your company from three of hospitality's top media professionals. In this replay of a special LinkedIn Live collaboration between Hospitality Daily and hertelier, you'll discover proven strategies for crafting compelling stories, landing meaningful coverage, and maximizing media opportunities.

Our Expert Panel

  • Emily Kanders Goldfischer: Founder & Editor-in-Chief of hertelier, former VP of PR at Loews Hotels
  • Nancy Mendelson: Co-founder & Columnist at hertelier, veteran communicator (CBS, Loews Hotels)
  • Josiah Mackenzie: Host & Producer, Hospitality Daily

In This, We Cover:

  • The democratization of media and why it matters now 
  • Why compelling stories can come from any level of an organization
  • How to craft stories that journalists actually want to cover 
  • Tips for interview preparation 
  • Common mistakes to avoid 
  • Strategies for maximizing media coverage once you get it 
  • Special considerations for women in hospitality 
  • Action steps to begin 

Notable Quotes

"Speak to express, not to impress." - Nancy Mendelson

"Media inspires media... Being in one publication makes you more interesting to other journalists." - Emily Kanders Goldfischer

"It is very rarely the CEOs that are the most interesting stories." - Josiah Mackenzie

Resources Mentioned

  • Book: "Trust Me, I'm Lying" by Ryan Holiday
  • Industry podcasts: Hospitality Daily, No Vacancy with Glenn Haussman, Modern Hotelier, Suite Success

Connect 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Learn how to earn media coverage that accelerates your career and builds your company from three of hospitality's top media professionals. In this replay of a special LinkedIn Live collaboration between Hospitality Daily and hertelier, you'll discover proven strategies for crafting compelling stories, landing meaningful coverage, and maximizing media opportunities.

Our Expert Panel

  • Emily Kanders Goldfischer: Founder & Editor-in-Chief of hertelier, former VP of PR at Loews Hotels
  • Nancy Mendelson: Co-founder & Columnist at hertelier, veteran communicator (CBS, Loews Hotels)
  • Josiah Mackenzie: Host & Producer, Hospitality Daily

In This, We Cover:

  • The democratization of media and why it matters now 
  • Why compelling stories can come from any level of an organization
  • How to craft stories that journalists actually want to cover 
  • Tips for interview preparation 
  • Common mistakes to avoid 
  • Strategies for maximizing media coverage once you get it 
  • Special considerations for women in hospitality 
  • Action steps to begin 

Notable Quotes

"Speak to express, not to impress." - Nancy Mendelson

"Media inspires media... Being in one publication makes you more interesting to other journalists." - Emily Kanders Goldfischer

"It is very rarely the CEOs that are the most interesting stories." - Josiah Mackenzie

Resources Mentioned

  • Book: "Trust Me, I'm Lying" by Ryan Holiday
  • Industry podcasts: Hospitality Daily, No Vacancy with Glenn Haussman, Modern Hotelier, Suite Success

Connect 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/media-event/ Josiah Mackenzie Buzzsprout-16150089 Sat, 23 Nov 2024 01:00:00 -0800 3711 full false Why The Future of Independent Hospitality is Bright - Tim Harmon, Palisades Hospitality Group Why The Future of Independent Hospitality is Bright - Tim Harmon, Palisades Hospitality Group In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares why independent operators are becoming a driving force in redefining the hospitality landscape.

Listen now to learn about:

  • The rise of hybrid hospitality models and their impact on the industry.
  • The power of local impact and how staying small can mean thinking big.
  • Financial opportunities in independent hospitality that might surprise you.
  • The importance of creativity and willingness to try new things in hospitality.
  • How independent hospitality can reflect and support local communities.
  • The role of sustainability and community impact in investment decisions.
  • The economic benefits of tourism and hospitality for local communities.


This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares why independent operators are becoming a driving force in redefining the hospitality landscape.

Listen now to learn about:

  • The rise of hybrid hospitality models and their impact on the industry.
  • The power of local impact and how staying small can mean thinking big.
  • Financial opportunities in independent hospitality that might surprise you.
  • The importance of creativity and willingness to try new things in hospitality.
  • How independent hospitality can reflect and support local communities.
  • The role of sustainability and community impact in investment decisions.
  • The economic benefits of tourism and hospitality for local communities.


This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-16149775 Fri, 22 Nov 2024 06:00:00 -0800 692 full false Napa Valley’s Next Big Thing: Inside The Creation of The Elene - Tim Harmon, Palisades Hospitality Group Napa Valley’s Next Big Thing: Inside The Creation of The Elene - Tim Harmon, Palisades Hospitality Group In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares insights into his latest project, The Elene, a hotel designed to connect guests with the community and nature.

Listen now to learn about:

  • The vision behind The Elene and its 10-year journey to fruition.
  • The unique features of The Elene, including its recovery garden, outdoor living room, and bike-friendly amenities.
  • The importance of community involvement and how The Elene aims to integrate with the local Napa Valley community.
  • The evolving nature of travel and how The Elene aims to offer a different kind of guest experience.
  • The innovative approach to spa treatments at The Elene.


If you liked this, check out: Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares insights into his latest project, The Elene, a hotel designed to connect guests with the community and nature.

Listen now to learn about:

  • The vision behind The Elene and its 10-year journey to fruition.
  • The unique features of The Elene, including its recovery garden, outdoor living room, and bike-friendly amenities.
  • The importance of community involvement and how The Elene aims to integrate with the local Napa Valley community.
  • The evolving nature of travel and how The Elene aims to offer a different kind of guest experience.
  • The innovative approach to spa treatments at The Elene.


If you liked this, check out: Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/the-elene/ Josiah Mackenzie Buzzsprout-16148758 Fri, 22 Nov 2024 01:00:00 -0800 646 full false Why Marketing Should Never Be an Afterthought in Hospitality - Christine Morairty, Palisades Hospitality Group Why Marketing Should Never Be an Afterthought in Hospitality - Christine Morairty, Palisades Hospitality Group In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares her formula for merging global strategies with hyperlocal execution, ensuring every initiative resonates at the property level.

Listen now to learn:

  • The role of education in modern marketing and how to simplify complex marketing concepts for different audiences.
  • The necessity of both immediate tactics and long-term brand building in marketing.
  • How to balance bold brand building with tactical marketing that delivers results in hospitality.
  • The importance of integrating marketing from the ground up rather than treating it as an afterthought.
  • Strategies for building long-term audience loyalty and crafting data-driven stories.
  • The significance of operational buy-in and close collaboration with property teams.
  • How to pivot and prioritize marketing initiatives based on market conditions and business needs.
  • Effective ways to present key metrics and drive financial performance and business results.

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares her formula for merging global strategies with hyperlocal execution, ensuring every initiative resonates at the property level.

Listen now to learn:

  • The role of education in modern marketing and how to simplify complex marketing concepts for different audiences.
  • The necessity of both immediate tactics and long-term brand building in marketing.
  • How to balance bold brand building with tactical marketing that delivers results in hospitality.
  • The importance of integrating marketing from the ground up rather than treating it as an afterthought.
  • Strategies for building long-term audience loyalty and crafting data-driven stories.
  • The significance of operational buy-in and close collaboration with property teams.
  • How to pivot and prioritize marketing initiatives based on market conditions and business needs.
  • Effective ways to present key metrics and drive financial performance and business results.

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christine-morairty-marketing/ Josiah Mackenzie Buzzsprout-16147381 Thu, 21 Nov 2024 11:00:00 -0800 692 full false Hotels as Gateways: Connecting Guests to Authentic Destination Experiences - Christine Morairty, Palisades Hospitality Group Hotels as Gateways: Connecting Guests to Authentic Destination Experiences - Christine Morairty, Palisades Hospitality Group In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares how hotel operators can help travelers truly immerse themselves in their destination.

Listen to learn:

  • How to transform a hotel from just a place to stay into a key part of an unforgettable trip.
  • The importance of collaborating with local businesses to enhance guest experiences.
  • Strategies for curating unique guest experiences that blend tradition with innovation.
  • The role of destination marketing in the hospitality industry.
  • How to balance promoting a region's historical attractions with emerging opportunities.
  • The concept of "intuitive programming" and how it can enhance guest experiences.
  • Examples of successful partnerships and experiential programming from Palisades Hospitality Group's hotel collection, Mosaic.


This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares how hotel operators can help travelers truly immerse themselves in their destination.

Listen to learn:

  • How to transform a hotel from just a place to stay into a key part of an unforgettable trip.
  • The importance of collaborating with local businesses to enhance guest experiences.
  • Strategies for curating unique guest experiences that blend tradition with innovation.
  • The role of destination marketing in the hospitality industry.
  • How to balance promoting a region's historical attractions with emerging opportunities.
  • The concept of "intuitive programming" and how it can enhance guest experiences.
  • Examples of successful partnerships and experiential programming from Palisades Hospitality Group's hotel collection, Mosaic.


This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christine-morairty-destinations/ Josiah Mackenzie Buzzsprout-16142892 Thu, 21 Nov 2024 01:00:00 -0800 832 full false The Learning Culture That Drives Our Michelin-Level Excellence in Hospitality - Tim Harmon, Palisades Hospitality Group The Learning Culture That Drives Our Michelin-Level Excellence in Hospitality - Tim Harmon, Palisades Hospitality Group In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares practical ways to build a company culture that prioritizes curiosity and creativity at every level.

Listen to learn:

  • How the Palisades office functions more like a studio than a traditional workspace
  • The concept of a "learning board" to encourage fresh ideas
  • The benefits of debriefing team members after travel
  • Insights from Tim's travels to destinations like New Zealand, Iceland, and Japan
  • How immersing in local culture can inspire new approaches to hospitality
  • The impact of architecture and design on guest experience
  • The importance of stepping back and trusting your team to achieve results

If you liked this, check out: Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares practical ways to build a company culture that prioritizes curiosity and creativity at every level.

Listen to learn:

  • How the Palisades office functions more like a studio than a traditional workspace
  • The concept of a "learning board" to encourage fresh ideas
  • The benefits of debriefing team members after travel
  • Insights from Tim's travels to destinations like New Zealand, Iceland, and Japan
  • How immersing in local culture can inspire new approaches to hospitality
  • The impact of architecture and design on guest experience
  • The importance of stepping back and trusting your team to achieve results

If you liked this, check out: Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/palisades-learning/ Josiah Mackenzie Buzzsprout-16129069 Wed, 20 Nov 2024 01:00:00 -0800 609 full false "Don't SOP the Life Out of a Hotel" - Tim Harmon, Palisades Hospitality Group "Don't SOP the Life Out of a Hotel" - Tim Harmon, Palisades Hospitality Group In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares how his experiences in the restaurant and hotel industries have shaped his vision for exceptional guest experiences.

Listen now to learn:

  • How lessons from the restaurant world, like the power of storytelling and embracing spontaneity, can revolutionize hotel operations.
  • Tim's unique approach to balancing consistency with creativity in hospitality management.
  • The importance of hands-on leadership and building a culture of trust and empowerment.
  • A framework for aligning exceptional guest experiences with achieving financial returns.
  • The diversity and independent spirit within Palisades Hospitality Group's portfolio.
  • Criteria for taking on new projects and the importance of alignment with partners.
  • The significance of spending time at properties to understand their energy and dynamics.
  • How motivating employees and providing a platform for their success leads to better financial results.

If you liked this, check out: Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares how his experiences in the restaurant and hotel industries have shaped his vision for exceptional guest experiences.

Listen now to learn:

  • How lessons from the restaurant world, like the power of storytelling and embracing spontaneity, can revolutionize hotel operations.
  • Tim's unique approach to balancing consistency with creativity in hospitality management.
  • The importance of hands-on leadership and building a culture of trust and empowerment.
  • A framework for aligning exceptional guest experiences with achieving financial returns.
  • The diversity and independent spirit within Palisades Hospitality Group's portfolio.
  • Criteria for taking on new projects and the importance of alignment with partners.
  • The significance of spending time at properties to understand their energy and dynamics.
  • How motivating employees and providing a platform for their success leads to better financial results.

If you liked this, check out: Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tim-harmon-sop/ Buzzsprout-16126360 Tue, 19 Nov 2024 01:00:00 -0800 1006 full false The Four P's of Hospitality Career Success - Christine Morairty, Palisades Hospitality Group The Four P's of Hospitality Career Success - Christine Morairty, Palisades Hospitality Group In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares her journey through the hospitality industry, highlighting the importance of people, places, and mentorship in shaping her career.

Listen now to learn:

  • The impact of key mentors and colleagues in Christine's career.
  • Insights from her experiences working with Starwood and W Hotels in New York.
  • The significance of event-driven marketing and brand activation.
  • How constructive feedback can pivot and enhance career growth.
  • The benefits of taking career opportunities in different destinations.
  • The importance of internal culture and employee experience in hospitality.
  • The value of long-term projects and building momentum within a company.
  • The role of collaboration and avoiding silos in a successful team environment.

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares her journey through the hospitality industry, highlighting the importance of people, places, and mentorship in shaping her career.

Listen now to learn:

  • The impact of key mentors and colleagues in Christine's career.
  • Insights from her experiences working with Starwood and W Hotels in New York.
  • The significance of event-driven marketing and brand activation.
  • How constructive feedback can pivot and enhance career growth.
  • The benefits of taking career opportunities in different destinations.
  • The importance of internal culture and employee experience in hospitality.
  • The value of long-term projects and building momentum within a company.
  • The role of collaboration and avoiding silos in a successful team environment.

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christine-morairty-career/ Josiah Mackenzie Buzzsprout-16116207 Mon, 18 Nov 2024 01:00:00 -0800 1114 full false Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group Why Slowing Down Speeds Up Success: Lessons from My Career from Law to Hospitality Leadership - Tim Harmon, Palisades Hospitality Group In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares his journey from law to hospitality, his passion for cycling, and the leadership lessons he's learned along the way.

Listen now to learn about:

  • The importance of stillness and mindfulness in leadership and success.
  • How personal passions, like cycling, can contribute to professional clarity and problem-solving.
  • The unique alignment between hospitality skills and personal life skills.
  • Tim's career pivot from being an attorney to entering the hospitality industry.
  • The story behind the founding of Palisades Hospitality.

Resources mentioned:

  • Stillness is the Key by Ryan Holiday (book)
  • Unreasonable Hospitality by Will Guidara (book)
  • Setting the Table by Danny Meyer (book)
  • How to Know a Person by David Brooks (book)

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares his journey from law to hospitality, his passion for cycling, and the leadership lessons he's learned along the way.

Listen now to learn about:

  • The importance of stillness and mindfulness in leadership and success.
  • How personal passions, like cycling, can contribute to professional clarity and problem-solving.
  • The unique alignment between hospitality skills and personal life skills.
  • Tim's career pivot from being an attorney to entering the hospitality industry.
  • The story behind the founding of Palisades Hospitality.

Resources mentioned:

  • Stillness is the Key by Ryan Holiday (book)
  • Unreasonable Hospitality by Will Guidara (book)
  • Setting the Table by Danny Meyer (book)
  • How to Know a Person by David Brooks (book)

This episode is brought to you with support from Sojern, the all-in-one platform that helps more than 10,000 hotel companies worldwide excel across marketing, operations, and guest experience. Want to know how successful hotels are unifying their approach to drive better results? Download Sojern's latest research report: "Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships" to discover actionable insights for your entire team - from general managers to operations and marketing leaders.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tim-harmon-career/ Josiah Mackenzie Buzzsprout-16116213 Sun, 17 Nov 2024 18:00:00 -0800 905 full false Compassionate Hospitality: A Church's Role in Community Care - Danielle Stowaway, Reality SF [San Francisco Sundays] Compassionate Hospitality: A Church's Role in Community Care - Danielle Stowaway, Reality SF [San Francisco Sundays] In this episode of San Francisco Sundays, we explore a fresh perspective on hospitality—one that goes beyond restaurants and hotels to focus on community care. Join us as we sit down with Danielle Stowaway, who leads justice and outreach initiatives at Reality San Francisco, a church committed to showing hospitality to everyone, especially those with limited resources.

Through her work, Danielle helps provide warm meals to over 300 families weekly, creates safe spaces for unhoused families, and fosters collaborative partnerships with organizations across San Francisco. She shares her journey from working in art and fashion to discovering her calling in community service, emphasizing the importance of listening, collaboration, and showing up for neighbors.

Whether you work in hospitality or want to make your community a better place, Danielle’s story will inspire you to think differently about what it means to extend a warm welcome.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode of San Francisco Sundays, we explore a fresh perspective on hospitality—one that goes beyond restaurants and hotels to focus on community care. Join us as we sit down with Danielle Stowaway, who leads justice and outreach initiatives at Reality San Francisco, a church committed to showing hospitality to everyone, especially those with limited resources.

Through her work, Danielle helps provide warm meals to over 300 families weekly, creates safe spaces for unhoused families, and fosters collaborative partnerships with organizations across San Francisco. She shares her journey from working in art and fashion to discovering her calling in community service, emphasizing the importance of listening, collaboration, and showing up for neighbors.

Whether you work in hospitality or want to make your community a better place, Danielle’s story will inspire you to think differently about what it means to extend a warm welcome.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/danielle-stowaway/ Josiah Mackenzie Buzzsprout-16110290 Sun, 17 Nov 2024 01:00:00 -0800 1225 full false How Personal Development Transformed My Hospitality Leadership - Anthony Torres How Personal Development Transformed My Hospitality Leadership - Anthony Torres In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his journey of personal development, revealing the key lessons he learned along the way.

Listen now to learn:

  • The power of self-awareness in leadership.
  • The impact of having a good coach.
  • The difference between driving results and truly connecting with your team.
  • The importance of understanding your own "triggers."
  • How developing yourself can transform your leadership.
  • The benefits of doing internal work and how it affects both personal and professional life.
  • The significance of building genuine connections with your team.

If you enjoyed this, you may also like our other episodes with Anthony:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his journey of personal development, revealing the key lessons he learned along the way.

Listen now to learn:

  • The power of self-awareness in leadership.
  • The impact of having a good coach.
  • The difference between driving results and truly connecting with your team.
  • The importance of understanding your own "triggers."
  • How developing yourself can transform your leadership.
  • The benefits of doing internal work and how it affects both personal and professional life.
  • The significance of building genuine connections with your team.

If you enjoyed this, you may also like our other episodes with Anthony:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/anthony-torres-development/ Josiah Mackenzie Buzzsprout-16110198 Sat, 16 Nov 2024 01:00:00 -0800 667 full false How I Bring New York Energy to California to Convene Community in a Coastal Town - Angel Hernandez, Timber Cove Resort How I Bring New York Energy to California to Convene Community in a Coastal Town - Angel Hernandez, Timber Cove Resort In this episode, Angel Hernandez, General Manager at Timber Cove Resort, shares his journey from the high-energy hospitality scene of New York to creating a vibrant community hub in a quiet coastal town in California.

Listen now to learn about:

  • The unique challenges and rewards of managing a remote resort and creating a home-like atmosphere for guests.
  • The importance of personalized guest experiences and attentiveness in hospitality.
  • Insights into Angel's leadership style and how he motivates and trains his team to deliver exceptional service.
  • Angel's "3 F's" philosophy: being fun, fair, and firm, and how it guides his approach to hospitality.
  • The importance of community engagement and how it can significantly contribute to any hospitality operation.
  • Examples of community-focused initiatives at Timber Cove Resort, such as complimentary s'mores, local music nights, and emergency shelter during power outages.

Here are resources on referrals from Hireology: How many hires can come from referrals, why you aren't getting referrals, and a full episode on "red carpet recruiting."

If you liked this episode, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Angel Hernandez, General Manager at Timber Cove Resort, shares his journey from the high-energy hospitality scene of New York to creating a vibrant community hub in a quiet coastal town in California.

Listen now to learn about:

  • The unique challenges and rewards of managing a remote resort and creating a home-like atmosphere for guests.
  • The importance of personalized guest experiences and attentiveness in hospitality.
  • Insights into Angel's leadership style and how he motivates and trains his team to deliver exceptional service.
  • Angel's "3 F's" philosophy: being fun, fair, and firm, and how it guides his approach to hospitality.
  • The importance of community engagement and how it can significantly contribute to any hospitality operation.
  • Examples of community-focused initiatives at Timber Cove Resort, such as complimentary s'mores, local music nights, and emergency shelter during power outages.

Here are resources on referrals from Hireology: How many hires can come from referrals, why you aren't getting referrals, and a full episode on "red carpet recruiting."

If you liked this episode, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/angel-hernandez/ Josiah Mackenzie Buzzsprout-16107384 Fri, 15 Nov 2024 01:00:00 -0800 2208 full false Kimpton’s Formula for Success: Restaurants, Bars, and Neighborhood Connections - Anthony Torres Kimpton’s Formula for Success: Restaurants, Bars, and Neighborhood Connections - Anthony Torres In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his insights on Kimpton and its influence on hospitality, including how it can inspire innovation and creativity today.

Listen now to learn about:

  • How Kimpton Hotels pioneered the boutique hotel movement in the US.
  • The importance of chef-driven restaurants and vibrant bars in creating neighborhood hubs.
  • The unique organizational structure at Kimpton that separates hotel and restaurant management.
  • The significance of fostering local partnerships.
  • How to maintain a brand's culture and spirit within a larger corporate structure.
  • The power of hospitality to unite people and create memorable guest experiences.
  • Examples of successful local activations and partnerships at Kimpton properties.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his insights on Kimpton and its influence on hospitality, including how it can inspire innovation and creativity today.

Listen now to learn about:

  • How Kimpton Hotels pioneered the boutique hotel movement in the US.
  • The importance of chef-driven restaurants and vibrant bars in creating neighborhood hubs.
  • The unique organizational structure at Kimpton that separates hotel and restaurant management.
  • The significance of fostering local partnerships.
  • How to maintain a brand's culture and spirit within a larger corporate structure.
  • The power of hospitality to unite people and create memorable guest experiences.
  • Examples of successful local activations and partnerships at Kimpton properties.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/anthony-torres-kimpton/ Buzzsprout-16093882 Thu, 14 Nov 2024 01:00:00 -0800 1074 full false Beyond Rooms: Unlocking F&B’s Power in Hotel Profitability Beyond Rooms: Unlocking F&B’s Power in Hotel Profitability In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares why food and beverage (F&B) is a crucial component of hotel businesses and how it can significantly impact overall profitability and guest satisfaction.

Listen now to learn:

  • The complexities and challenges of managing F&B in a hotel setting.
  • The importance of understanding the economics and financial side of F&B.
  • How to balance costs, labor, and guest expectations in F&B operations.
  • The role of F&B in creating a compelling destination for guests.
  • Key performance indicators (KPIs) to monitor for F&B success.
  • The benefits of integrating guest experience scores from various sources.

Also, see our other episodes with Anthony:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares why food and beverage (F&B) is a crucial component of hotel businesses and how it can significantly impact overall profitability and guest satisfaction.

Listen now to learn:

  • The complexities and challenges of managing F&B in a hotel setting.
  • The importance of understanding the economics and financial side of F&B.
  • How to balance costs, labor, and guest expectations in F&B operations.
  • The role of F&B in creating a compelling destination for guests.
  • Key performance indicators (KPIs) to monitor for F&B success.
  • The benefits of integrating guest experience scores from various sources.

Also, see our other episodes with Anthony:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/fb-business/ Josiah Mackenzie Buzzsprout-16084534 Wed, 13 Nov 2024 01:00:00 -0800 586 full false Why Hotel F&B is the Ultimate Creative Canvas - Anthony Torres Why Hotel F&B is the Ultimate Creative Canvas - Anthony Torres In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his insights on why you should consider a career in hospitality, particularly in the food and beverage sector.

Listen now to learn about:

  • The opportunities for growth and mobility within the hospitality industry.
  • The variety of creative and exciting roles available in food and beverage within hotels.
  • How working in a hotel setting allows for diverse and innovative event planning.
  • The benefits of having a built-in audience with hotel guests.
  • The potential for collaboration with other hotel departments to launch unique initiatives.
  • Examples of thematic and seasonal events that can be organized in a hotel setting.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his insights on why you should consider a career in hospitality, particularly in the food and beverage sector.

Listen now to learn about:

  • The opportunities for growth and mobility within the hospitality industry.
  • The variety of creative and exciting roles available in food and beverage within hotels.
  • How working in a hotel setting allows for diverse and innovative event planning.
  • The benefits of having a built-in audience with hotel guests.
  • The potential for collaboration with other hotel departments to launch unique initiatives.
  • Examples of thematic and seasonal events that can be organized in a hotel setting.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/anthony-torres-food-beverage/ Josiah Mackenzie Buzzsprout-16084544 Tue, 12 Nov 2024 12:00:00 -0800 377 full false Red Carpet Recruiting: How Hotels Can Win the War for Talent - Adam Robinson, Hireology [Sponsor Bonus] Red Carpet Recruiting: How Hotels Can Win the War for Talent - Adam Robinson, Hireology [Sponsor Bonus] In today’s competitive hospitality landscape, attracting and retaining top talent has become a strategic advantage. In this special sponsor bonus episode, we're learning from Adam Robinson, CEO of Hireology, about innovative recruiting tactics that can help hotels and hospitality leaders transform their hiring process into a true competitive edge. 

From refining the application experience to streamlining communications, Adam shares data-backed insights and actionable steps to turn your recruitment process into a "red carpet" experience for candidates.

Whether you're a general manager or a corporate leader, tune in to learn how to navigate the unique hiring challenges in hospitality and build a team that drives success well into 2025 and beyond.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In today’s competitive hospitality landscape, attracting and retaining top talent has become a strategic advantage. In this special sponsor bonus episode, we're learning from Adam Robinson, CEO of Hireology, about innovative recruiting tactics that can help hotels and hospitality leaders transform their hiring process into a true competitive edge. 

From refining the application experience to streamlining communications, Adam shares data-backed insights and actionable steps to turn your recruitment process into a "red carpet" experience for candidates.

Whether you're a general manager or a corporate leader, tune in to learn how to navigate the unique hiring challenges in hospitality and build a team that drives success well into 2025 and beyond.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/adam-robinson-fall-2024/ Josiah Mackenzie Buzzsprout-16088188 Tue, 12 Nov 2024 08:00:00 -0800 2567 full false Lessons from Starwood, Kimpton, and IHG in F&B Leadership - Anthony Torres Lessons from Starwood, Kimpton, and IHG in F&B Leadership - Anthony Torres In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his insights on the strategic importance of F&B in hospitality and his experiences at Starwood, W Hotels, Kimpton, and IHG.

Listen now to learn about:

  • The role of food and beverage in creating atmosphere and driving business in hospitality.
  • Anthony's career journey and key learnings from his time at Starwood and W Hotels.
  • The importance of company culture and how Starwood fostered a strong, cohesive culture across its properties.
  • The concept of brand innovation and how W Hotels implemented seasonal changes to enhance guest experiences.
  • The impact of brand identity on employee pride and guest perception.
  • The balance between flexibility and maintaining brand standards in hospitality.

Also check out: Anthony's episode on Tuesday's Thanks with Brian Proctor

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anthony Torres, one of the hospitality industry's top food and beverage leaders, shares his insights on the strategic importance of F&B in hospitality and his experiences at Starwood, W Hotels, Kimpton, and IHG.

Listen now to learn about:

  • The role of food and beverage in creating atmosphere and driving business in hospitality.
  • Anthony's career journey and key learnings from his time at Starwood and W Hotels.
  • The importance of company culture and how Starwood fostered a strong, cohesive culture across its properties.
  • The concept of brand innovation and how W Hotels implemented seasonal changes to enhance guest experiences.
  • The impact of brand identity on employee pride and guest perception.
  • The balance between flexibility and maintaining brand standards in hospitality.

Also check out: Anthony's episode on Tuesday's Thanks with Brian Proctor

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/anthony-torres-career/ Josiah Mackenzie Buzzsprout-16084532 Tue, 12 Nov 2024 01:00:00 -0800 1151 full false Hospitality in the Age of AI: How to Stand Out and Succeed - Adam Wallace Hospitality in the Age of AI: How to Stand Out and Succeed - Adam Wallace In this episode, we dive into the powerful impact of AI on the hospitality industry and how it’s reshaping everything from guest interactions to digital marketing. We're learning from Adam Wallace, CEO of Spherical, who has more than 15 years of experience leading hospitality marketing innovation. Together, we explore practical strategies for hoteliers to stay ahead in an AI-driven world without losing the human touch that defines great hospitality.

In this episode, we cover:

  • AI’s Expanding Role in Hospitality
  • The Concept of "AI Slop"
  • The Power of Authentic Storytelling
  • Generative AI and Search Optimization
  • Effective Use of Paid Media in an AI World

Links & Examples:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we dive into the powerful impact of AI on the hospitality industry and how it’s reshaping everything from guest interactions to digital marketing. We're learning from Adam Wallace, CEO of Spherical, who has more than 15 years of experience leading hospitality marketing innovation. Together, we explore practical strategies for hoteliers to stay ahead in an AI-driven world without losing the human touch that defines great hospitality.

In this episode, we cover:

  • AI’s Expanding Role in Hospitality
  • The Concept of "AI Slop"
  • The Power of Authentic Storytelling
  • Generative AI and Search Optimization
  • Effective Use of Paid Media in an AI World

Links & Examples:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/adam-wallace-ai/ Josiah Mackenzie Buzzsprout-16072613 Mon, 11 Nov 2024 01:00:00 -0800 1264 full false Ascension - Ashli Johnson, Hospitality Hued Ascension - Ashli Johnson, Hospitality Hued Executive leadership teams and hotel ownership across the hospitality industry still don’t reflect the diversity of its workforce—or of the guests and communities it serves. Ashli Johnson, founder of Hospitality Hued, is on a mission to change that by creating pathways to leadership and ownership for Black and Brown hospitality professionals. In this episode, Ashli shares her journey from her influential role at Howard University’s Marriott-Sorenson Center for Hospitality to founding Hospitality Hued, an organization dedicated to elevating underrepresented talent in hospitality.

Join us as Ashli discusses:

  • How mentorship from industry leaders, including her late friend Ray Bennett (obituary), inspired her path
  • The origins and impact of the Marriott-Sorenson Center at Howard University
  • How Hospitality Hued empowers emerging leaders through networking, access, and education
  • The intentional planning behind her latest industry-defining event, designed to increase diversity and foster connections
  • Practical strategies for creating more inclusive leadership in hospitality—and why it matters

If you're ready to rethink the future of hospitality and open doors to a more inclusive industry, this episode is a must-listen.

Memorable Quotes:

  • “Hospitality can save the world if we just let it.”
  • “Ownership is the ultimate step toward economic freedom and real equity in the hospitality industry.”
  • “Sometimes all it takes to create a pathway is taking a moment to recognize someone’s potential and making an introduction.”

Resources Mentioned:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Executive leadership teams and hotel ownership across the hospitality industry still don’t reflect the diversity of its workforce—or of the guests and communities it serves. Ashli Johnson, founder of Hospitality Hued, is on a mission to change that by creating pathways to leadership and ownership for Black and Brown hospitality professionals. In this episode, Ashli shares her journey from her influential role at Howard University’s Marriott-Sorenson Center for Hospitality to founding Hospitality Hued, an organization dedicated to elevating underrepresented talent in hospitality.

Join us as Ashli discusses:

  • How mentorship from industry leaders, including her late friend Ray Bennett (obituary), inspired her path
  • The origins and impact of the Marriott-Sorenson Center at Howard University
  • How Hospitality Hued empowers emerging leaders through networking, access, and education
  • The intentional planning behind her latest industry-defining event, designed to increase diversity and foster connections
  • Practical strategies for creating more inclusive leadership in hospitality—and why it matters

If you're ready to rethink the future of hospitality and open doors to a more inclusive industry, this episode is a must-listen.

Memorable Quotes:

  • “Hospitality can save the world if we just let it.”
  • “Ownership is the ultimate step toward economic freedom and real equity in the hospitality industry.”
  • “Sometimes all it takes to create a pathway is taking a moment to recognize someone’s potential and making an introduction.”

Resources Mentioned:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ashli-johnson/ Josiah Mackenzie Buzzsprout-16071991 Sun, 10 Nov 2024 01:00:00 -0800 4038 full false Soul Community Planet: Creating a Healthier, Happier Future for Hospitality - Pam & Ken Cruse, SCP Hotels Soul Community Planet: Creating a Healthier, Happier Future for Hospitality - Pam & Ken Cruse, SCP Hotels What if a hotel could do more than offer a comfortable stay? What if it could become a force for positive change—for its guests, its employees, and the planet? In this episode, we're learning from with Ken and Pam Cruse, co-founders of Soul Community Planet (SCP) Hotels, a groundbreaking hospitality brand dedicated to transforming the industry.

Drawing from their extensive backgrounds in hotel investment and marketing, Ken and Pam share how SCP is redefining hospitality with a purpose-driven approach that blends wellness, sustainability, and community impact. You'll hear how they’re pioneering the concept of "regenerative hospitality," focusing on building hotels that not only serve their guests but also strengthen the surrounding communities and preserve the planet.

From innovative retrofitting strategies to eco-friendly amenities and partnerships with local artisans, Ken and Pam dive into the unique elements that make SCP Hotels an industry standout. They also discuss the importance of creating authentic guest experiences that encourage connection, mindfulness, and well-being—all while making a lasting impact on both people and the planet.

Whether you're a hospitality leader looking to innovate, a business professional interested in sustainability, or simply curious about the future of conscious travel, this episode offers insights and inspiration on how values-based hospitality can change the way we travel.

This episode covers:

  • SCP’s purpose-driven mission and the principles behind their “holistic hospitality” approach.
  • How regenerative hospitality goes beyond sustainability to actively benefit guests, employees, and communities.
  • SCP’s innovative retrofitting strategies and their impact on both guest experience and environmental sustainability.
  • How SCP’s unique values and operating model build loyalty, drive positive guest experiences, and create long-term community partnerships.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> What if a hotel could do more than offer a comfortable stay? What if it could become a force for positive change—for its guests, its employees, and the planet? In this episode, we're learning from with Ken and Pam Cruse, co-founders of Soul Community Planet (SCP) Hotels, a groundbreaking hospitality brand dedicated to transforming the industry.

Drawing from their extensive backgrounds in hotel investment and marketing, Ken and Pam share how SCP is redefining hospitality with a purpose-driven approach that blends wellness, sustainability, and community impact. You'll hear how they’re pioneering the concept of "regenerative hospitality," focusing on building hotels that not only serve their guests but also strengthen the surrounding communities and preserve the planet.

From innovative retrofitting strategies to eco-friendly amenities and partnerships with local artisans, Ken and Pam dive into the unique elements that make SCP Hotels an industry standout. They also discuss the importance of creating authentic guest experiences that encourage connection, mindfulness, and well-being—all while making a lasting impact on both people and the planet.

Whether you're a hospitality leader looking to innovate, a business professional interested in sustainability, or simply curious about the future of conscious travel, this episode offers insights and inspiration on how values-based hospitality can change the way we travel.

This episode covers:

  • SCP’s purpose-driven mission and the principles behind their “holistic hospitality” approach.
  • How regenerative hospitality goes beyond sustainability to actively benefit guests, employees, and communities.
  • SCP’s innovative retrofitting strategies and their impact on both guest experience and environmental sustainability.
  • How SCP’s unique values and operating model build loyalty, drive positive guest experiences, and create long-term community partnerships.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/pam-ken-cruse-scp-hotels/ Josiah Mackenzie Buzzsprout-16071715 Sat, 09 Nov 2024 01:00:00 -0800 4176 full false A Question from Natalie for You A Question from Natalie for You Natalie Clafton shares a question after listening to Leanne Harwood's career story.
What do you think?

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Natalie Clafton shares a question after listening to Leanne Harwood's career story.
What do you think?

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/natalie-question/ Josiah Mackenzie Buzzsprout-16073442 Fri, 08 Nov 2024 15:00:00 -0800 325 full false From Ferraris to Fine Art: Crafting Joy Through Design - Lily Ackerman From Ferraris to Fine Art: Crafting Joy Through Design - Lily Ackerman In this episode, we sit down with Lily Ackerman, founder and director of Ackerman Design Studios, to explore the transformative power of art in hospitality. With a background spanning luxury automobiles to fine art curation, Lily shares her unique insights on how design and art create memorable, joy-filled guest experiences. From personal influences and pivotal career moments to her innovative collaborations with emerging and established artists, Lily dives deep into the role of art as a tool for storytelling and connection in hospitality today.

Join us as we uncover how art can go beyond decoration to evoke emotion, build narratives, and strengthen relationships between guests and hospitality providers. Whether you're a hotelier, designer, or art enthusiast, this episode offers practical insights and inspiration on how to use art and design to craft spaces that truly resonate.

In This Episode, You'll Learn:

  • The Emotional Power of Art in Hospitality: Why art is more than an aesthetic choice and how it can forge lasting emotional connections with guests.
  • Lily's Unique Path from Hospitality to Art: How Lily's family background in hospitality and her early career working with luxury brands like Ferrari shaped her approach to art and design.
  • Storytelling Through Art: Discover how curated art can serve as a powerful storytelling tool, adding depth and personality to guest spaces.
  • The Art of Curating for Connection: Insights on finding and selecting artists whose work aligns with a brand's values and the guest experience it aims to deliver.
  • Practical Tips for Hospitality Leaders: How to begin incorporating art into your own spaces, from identifying the right pieces to creating a cohesive guest journey that feels both inspiring and authentic.
  • Supporting Emerging Artists: Why working with up-and-coming artists can bring fresh perspectives and help build a unique brand identity that stands out.

Links & Resources:

  • Follow Ackerman Studios on Instagram for the latest projects and updates: @ackermanstudios
  • Ackerman Studios Website: Explore more of Lily’s work and recent projects here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we sit down with Lily Ackerman, founder and director of Ackerman Design Studios, to explore the transformative power of art in hospitality. With a background spanning luxury automobiles to fine art curation, Lily shares her unique insights on how design and art create memorable, joy-filled guest experiences. From personal influences and pivotal career moments to her innovative collaborations with emerging and established artists, Lily dives deep into the role of art as a tool for storytelling and connection in hospitality today.

Join us as we uncover how art can go beyond decoration to evoke emotion, build narratives, and strengthen relationships between guests and hospitality providers. Whether you're a hotelier, designer, or art enthusiast, this episode offers practical insights and inspiration on how to use art and design to craft spaces that truly resonate.

In This Episode, You'll Learn:

  • The Emotional Power of Art in Hospitality: Why art is more than an aesthetic choice and how it can forge lasting emotional connections with guests.
  • Lily's Unique Path from Hospitality to Art: How Lily's family background in hospitality and her early career working with luxury brands like Ferrari shaped her approach to art and design.
  • Storytelling Through Art: Discover how curated art can serve as a powerful storytelling tool, adding depth and personality to guest spaces.
  • The Art of Curating for Connection: Insights on finding and selecting artists whose work aligns with a brand's values and the guest experience it aims to deliver.
  • Practical Tips for Hospitality Leaders: How to begin incorporating art into your own spaces, from identifying the right pieces to creating a cohesive guest journey that feels both inspiring and authentic.
  • Supporting Emerging Artists: Why working with up-and-coming artists can bring fresh perspectives and help build a unique brand identity that stands out.

Links & Resources:

  • Follow Ackerman Studios on Instagram for the latest projects and updates: @ackermanstudios
  • Ackerman Studios Website: Explore more of Lily’s work and recent projects here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/lily-ackerman-art/ Josiah Mackenzie Buzzsprout-16061877 Fri, 08 Nov 2024 01:00:00 -0800 2680 full false The Untapped Potential of Catering to Kids, Teens & Families in Hospitality - Alicia Zur-Szpiro & Saar Shai, Wanderland The Untapped Potential of Catering to Kids, Teens & Families in Hospitality - Alicia Zur-Szpiro & Saar Shai, Wanderland In this episode, we explore a largely overlooked segment in the hospitality industry: kids, teens, and families. While many hotels focus on adult experiences, there’s a growing opportunity to cater meaningfully to younger guests.

Joining us today are Saar Shai and Alicia Zur-Szpiro, founders of Wanderland, the world’s first consultancy specializing in kids' and teens' guest experiences within the hospitality sector. With backgrounds in game design, toy innovation, and children’s publishing, Saar and Alicia bring a fresh perspective on designing engaging, imaginative, and memorable experiences that attract and retain families.

In this episode, we cover:

  • Why Kids & Teens Matter: Saar and Alicia share insights into how younger guests influence family travel decisions, revealing stats and stories about the significant impact kids and teens have on trip planning, from hotel choices to brand loyalty.
  • From Yo-Yos to Loyalty: A small gesture can make a big impression! Hear Alicia’s story of how a simple yo-yo gift became the highlight of a family trip, showcasing the power of small, thoughtful touches in creating loyalty among young guests.
  • The Business Case for Kid-Friendly Hospitality: Discover why catering to young guests goes beyond amenities. From revenue potential to brand partnerships with kids' industries, there are strategic advantages for hotels willing to invest in family-friendly experiences.
  • Designing for Different Ages: Not all kids are the same! The episode explores the nuances of catering to various age groups, including infants, kids, tweens, and teens, and why a tailored approach matters.
  • Translating Game Design Principles to Hospitality: With backgrounds in game design, Saar and Alicia discuss how principles like creating anticipation, surprise, and continuity can be adapted to hospitality to engage young guests at every touchpoint.
  • Long-Term Loyalty Starts Young: Building a positive brand connection with kids and teens can foster lifelong loyalty. Learn how hotels can create lasting memories for the whole family, making them more likely to return and recommend.

If you liked this, check out the Wanderland Global Kids Hospitality Report for the latest insights and trends for the young guest market.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we explore a largely overlooked segment in the hospitality industry: kids, teens, and families. While many hotels focus on adult experiences, there’s a growing opportunity to cater meaningfully to younger guests.

Joining us today are Saar Shai and Alicia Zur-Szpiro, founders of Wanderland, the world’s first consultancy specializing in kids' and teens' guest experiences within the hospitality sector. With backgrounds in game design, toy innovation, and children’s publishing, Saar and Alicia bring a fresh perspective on designing engaging, imaginative, and memorable experiences that attract and retain families.

In this episode, we cover:

  • Why Kids & Teens Matter: Saar and Alicia share insights into how younger guests influence family travel decisions, revealing stats and stories about the significant impact kids and teens have on trip planning, from hotel choices to brand loyalty.
  • From Yo-Yos to Loyalty: A small gesture can make a big impression! Hear Alicia’s story of how a simple yo-yo gift became the highlight of a family trip, showcasing the power of small, thoughtful touches in creating loyalty among young guests.
  • The Business Case for Kid-Friendly Hospitality: Discover why catering to young guests goes beyond amenities. From revenue potential to brand partnerships with kids' industries, there are strategic advantages for hotels willing to invest in family-friendly experiences.
  • Designing for Different Ages: Not all kids are the same! The episode explores the nuances of catering to various age groups, including infants, kids, tweens, and teens, and why a tailored approach matters.
  • Translating Game Design Principles to Hospitality: With backgrounds in game design, Saar and Alicia discuss how principles like creating anticipation, surprise, and continuity can be adapted to hospitality to engage young guests at every touchpoint.
  • Long-Term Loyalty Starts Young: Building a positive brand connection with kids and teens can foster lifelong loyalty. Learn how hotels can create lasting memories for the whole family, making them more likely to return and recommend.

If you liked this, check out the Wanderland Global Kids Hospitality Report for the latest insights and trends for the young guest market.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kids-teens-families/ Buzzsprout-16061276 Thu, 07 Nov 2024 01:00:00 -0800 4336 full false The Power of Hospitality to Bring Us Together The Power of Hospitality to Bring Us Together In this special episode, we explore the transformative role of hospitality in bridging divides, fostering empathy, and building community across cultural and political lines. Listen for insights from recent conversations with hospitality leaders across the US and around the world who believe in hospitality’s ability to bring people together despite differences.

In this episode, you'll hear from:

  • Ashli Johnson, Founder of Hospitality Hued: Ashli discusses how hospitality, when centered around serving others, can be a force for unity in both personal and professional spheres.
  • Sarah Eustis, CEO of Main Street Hospitality: Sarah describes her hotel’s open-door policy that invites people from all walks of life, fostering inclusivity and meaningful dialogue.
  • Jason Himber, CEO of MINA Group: Jason emphasizes how sharing a meal can break down barriers, facilitating open, relaxed conversations even in challenging circumstances.
  • Christopher Hunsberger, COO of Appellation: Christopher reflects on the importance of diversity in hospitality, both within teams and among guests, as a way to build empathy and understanding.
  • Charlie MacGregor, Founder of The Social Hub: Charlie speaks about creating safe spaces where people can express diverse perspectives and connect without fear of judgment.
  • Kara Bartelt, GM of The Hoxton in Los Angeles: Kara discusses her hotel’s proactive involvement in the local community, helping to revitalize downtown Los Angeles through engagement and advocacy.
  • Christopher Randall, Director of Community Impact at 21c Museum Hotel in St. Louis: Christopher shares how his hotel supports community empowerment through inclusivity and access to resources.
  • Harsha L’Aqua, Founder of Saira Hospitality: Harsha reflects on her philanthropic journey inspired by Mother Teresa, discussing Saira's approach to combining hospitality with meaningful social impact.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this special episode, we explore the transformative role of hospitality in bridging divides, fostering empathy, and building community across cultural and political lines. Listen for insights from recent conversations with hospitality leaders across the US and around the world who believe in hospitality’s ability to bring people together despite differences.

In this episode, you'll hear from:

  • Ashli Johnson, Founder of Hospitality Hued: Ashli discusses how hospitality, when centered around serving others, can be a force for unity in both personal and professional spheres.
  • Sarah Eustis, CEO of Main Street Hospitality: Sarah describes her hotel’s open-door policy that invites people from all walks of life, fostering inclusivity and meaningful dialogue.
  • Jason Himber, CEO of MINA Group: Jason emphasizes how sharing a meal can break down barriers, facilitating open, relaxed conversations even in challenging circumstances.
  • Christopher Hunsberger, COO of Appellation: Christopher reflects on the importance of diversity in hospitality, both within teams and among guests, as a way to build empathy and understanding.
  • Charlie MacGregor, Founder of The Social Hub: Charlie speaks about creating safe spaces where people can express diverse perspectives and connect without fear of judgment.
  • Kara Bartelt, GM of The Hoxton in Los Angeles: Kara discusses her hotel’s proactive involvement in the local community, helping to revitalize downtown Los Angeles through engagement and advocacy.
  • Christopher Randall, Director of Community Impact at 21c Museum Hotel in St. Louis: Christopher shares how his hotel supports community empowerment through inclusivity and access to resources.
  • Harsha L’Aqua, Founder of Saira Hospitality: Harsha reflects on her philanthropic journey inspired by Mother Teresa, discussing Saira's approach to combining hospitality with meaningful social impact.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hospitality-together/ Buzzsprout-16053397 Wed, 06 Nov 2024 01:00:00 -0800 2587 full false It's Time For Transformational Hospitality Leadership - Craig Poole [Election Day Replay] It's Time For Transformational Hospitality Leadership - Craig Poole [Election Day Replay] Today, we’re revisiting a conversation with a guest who has profoundly impacted me and, I believe, represents the true potential of hospitality. Craig Poole, a three-time Hilton Connie Award winner and the American Hotel and Lodging Association’s General Manager of the Year, has set an incredible example at the DoubleTree in Reading, Pennsylvania. His hotel excels financially and has redefined what it means to be a community cornerstone.

Craig’s story offers a powerful reminder of how hospitality can drive transformation—not only for guests but for employees and entire neighborhoods and cities. His work shows us that when we genuinely care for people, we inspire loyalty, change lives, and create long-lasting impacts on communities. Craig hires locally, often bringing in people who others might overlook, including those with past challenges. His approach to “second chance hiring” and deep community engagement has turned his hotel into a place of opportunity and pride for the city.

Listen in to hear how Craig has created a culture of selflessness, where “loving people where they’re at” goes hand-in-hand with business success. His vision is about more than just a hotel; it's about creating a place where people feel a part of, valued and supported. His words remind us that hospitality is about more than beds and meals—it’s about hearts and lives. Craig’s journey shows us that when we lead with purpose and stand behind our people, we create waves of positive change that ripple far beyond the walls of our businesses.

Also see: Follow Me and I Will Be Behind You (Craig's documentary)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Today, we’re revisiting a conversation with a guest who has profoundly impacted me and, I believe, represents the true potential of hospitality. Craig Poole, a three-time Hilton Connie Award winner and the American Hotel and Lodging Association’s General Manager of the Year, has set an incredible example at the DoubleTree in Reading, Pennsylvania. His hotel excels financially and has redefined what it means to be a community cornerstone.

Craig’s story offers a powerful reminder of how hospitality can drive transformation—not only for guests but for employees and entire neighborhoods and cities. His work shows us that when we genuinely care for people, we inspire loyalty, change lives, and create long-lasting impacts on communities. Craig hires locally, often bringing in people who others might overlook, including those with past challenges. His approach to “second chance hiring” and deep community engagement has turned his hotel into a place of opportunity and pride for the city.

Listen in to hear how Craig has created a culture of selflessness, where “loving people where they’re at” goes hand-in-hand with business success. His vision is about more than just a hotel; it's about creating a place where people feel a part of, valued and supported. His words remind us that hospitality is about more than beds and meals—it’s about hearts and lives. Craig’s journey shows us that when we lead with purpose and stand behind our people, we create waves of positive change that ripple far beyond the walls of our businesses.

Also see: Follow Me and I Will Be Behind You (Craig's documentary)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/craig-poole-transformational-hospitality/ Buzzsprout-16044714 Tue, 05 Nov 2024 01:00:00 -0800 1794 full false UN to MGM: Lessons From Across Industries To My Role As Chief People Officer - Jyoti Chopra, MGM Resorts UN to MGM: Lessons From Across Industries To My Role As Chief People Officer - Jyoti Chopra, MGM Resorts In today’s episode, we’re joined by Jyoti Chopra, Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, whose inspiring career journey has taken her from the iconic United Nations headquarters in New York to the vibrant world of Las Vegas hospitality. Jyoti’s path is anything but typical—starting as a journalism student surrounded by international diplomats, she eventually found her way into the hospitality industry, where she now leads MGM’s initiatives in human resources, inclusion, and environmental sustainability.

Whether you’re a hospitality professional or simply someone interested in the stories that define our industry, Jyoti’s journey offers profound lessons on the human side of hospitality, leadership, and the power of connecting with people from all walks of life.

Listen to how Jyoti's unique background shapes her work at MGM Resorts and inspires her mission to make every moment count.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In today’s episode, we’re joined by Jyoti Chopra, Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, whose inspiring career journey has taken her from the iconic United Nations headquarters in New York to the vibrant world of Las Vegas hospitality. Jyoti’s path is anything but typical—starting as a journalism student surrounded by international diplomats, she eventually found her way into the hospitality industry, where she now leads MGM’s initiatives in human resources, inclusion, and environmental sustainability.

Whether you’re a hospitality professional or simply someone interested in the stories that define our industry, Jyoti’s journey offers profound lessons on the human side of hospitality, leadership, and the power of connecting with people from all walks of life.

Listen to how Jyoti's unique background shapes her work at MGM Resorts and inspires her mission to make every moment count.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jyoti-chopra-career/ Josiah Mackenzie Buzzsprout-16042710 Mon, 04 Nov 2024 01:00:00 -0800 1294 full false How We Create Restaurants Worth Talking About (Allday) How We Create Restaurants Worth Talking About (Allday) What does it take to create a hotel restaurant that becomes a local culinary hotspot that guests can’t wait to experience—and locals can’t stop recommending? In this episode, we dive deep into the art and strategy behind creating unforgettable hotel dining experiences with the experts at Allday, a Milwaukee-based collective of hospitality innovators.

Our returning guest, Brigette Harenda, founder of B&Co., is joined by a powerhouse team: Chef Dan Jacobs, Top Chef finalist and co-owner of Milwaukee favorites DanDan and EsterEv; Brian Polster, Owner and Creative Director of Three Sixty; Ryan Foat, Project Director at Three Sixty; and Jeffrey Raddatz, Vice President at B&Co. Together, they reveal the secrets behind crafting dining spaces that attract loyal guests, build community, and amplify a hotel’s brand.

In This Episode, You’ll Learn:

  • The Power of Collaboration: How Allday brings together culinary, design, and branding expertise to deliver a seamless guest experience.
  • Creating a Story-Driven Space: Why a strong narrative is essential for building a memorable dining environment that resonates with guests.
  • Designing for Both Locals and Travelers: How to make your hotel’s restaurant feel like an authentic part of the neighborhood, drawing in locals while creating a unique experience for out-of-towners.
  • The Allday Approach to F&B: Practical steps for planning, branding, and designing a cohesive dining space, from market research to operational flow.
  • What Makes a Culinary Hotspot Last: Insights into building spaces that attract guests and resonate with the community over time.

Whether you’re a developer planning a new build, a hotel manager looking to revamp your F&B program, or an aspiring hospitality entrepreneur, this episode is packed with actionable insights to help you create a dining destination that guests can’t stop talking about.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> What does it take to create a hotel restaurant that becomes a local culinary hotspot that guests can’t wait to experience—and locals can’t stop recommending? In this episode, we dive deep into the art and strategy behind creating unforgettable hotel dining experiences with the experts at Allday, a Milwaukee-based collective of hospitality innovators.

Our returning guest, Brigette Harenda, founder of B&Co., is joined by a powerhouse team: Chef Dan Jacobs, Top Chef finalist and co-owner of Milwaukee favorites DanDan and EsterEv; Brian Polster, Owner and Creative Director of Three Sixty; Ryan Foat, Project Director at Three Sixty; and Jeffrey Raddatz, Vice President at B&Co. Together, they reveal the secrets behind crafting dining spaces that attract loyal guests, build community, and amplify a hotel’s brand.

In This Episode, You’ll Learn:

  • The Power of Collaboration: How Allday brings together culinary, design, and branding expertise to deliver a seamless guest experience.
  • Creating a Story-Driven Space: Why a strong narrative is essential for building a memorable dining environment that resonates with guests.
  • Designing for Both Locals and Travelers: How to make your hotel’s restaurant feel like an authentic part of the neighborhood, drawing in locals while creating a unique experience for out-of-towners.
  • The Allday Approach to F&B: Practical steps for planning, branding, and designing a cohesive dining space, from market research to operational flow.
  • What Makes a Culinary Hotspot Last: Insights into building spaces that attract guests and resonate with the community over time.

Whether you’re a developer planning a new build, a hotel manager looking to revamp your F&B program, or an aspiring hospitality entrepreneur, this episode is packed with actionable insights to help you create a dining destination that guests can’t stop talking about.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/allday/ Buzzsprout-16034157 Sun, 03 Nov 2024 01:00:00 -0700 2174 full false From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group In this episode, Sarah Eustis, Founder and CEO of Main Street Hospitality Group, shares her story and vision for hotels that serve as community anchors.

Listeners will learn:

  • How Sarah built a company that balances creative innovation with operational excellence.
  • Insights into hotel ownership structures and building lasting partnerships.
  • The importance of aligning objectives and values in hospitality projects.
  • Sarah's career journey from fashion to hospitality leadership.
  • The concept of "dynamic stability" and how it guides her leadership approach.
  • Strategies for responsible growth and maintaining brand integrity.
  • The opportunity for creating places that enable meaningful connections.

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sarah Eustis, Founder and CEO of Main Street Hospitality Group, shares her story and vision for hotels that serve as community anchors.

Listeners will learn:

  • How Sarah built a company that balances creative innovation with operational excellence.
  • Insights into hotel ownership structures and building lasting partnerships.
  • The importance of aligning objectives and values in hospitality projects.
  • Sarah's career journey from fashion to hospitality leadership.
  • The concept of "dynamic stability" and how it guides her leadership approach.
  • Strategies for responsible growth and maintaining brand integrity.
  • The opportunity for creating places that enable meaningful connections.

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sarah-eustis-main-street-hospitality/ Josiah Mackenzie Buzzsprout-16032285 Sat, 02 Nov 2024 01:00:00 -0700 2865 full false How to Stay Inspired and Avoid Burnout in Hospitality - Joli Barfield, Montage International How to Stay Inspired and Avoid Burnout in Hospitality - Joli Barfield, Montage International In this episode, Joli Barfield, Cluster Director of Learning at Montage International, shares her insights on managing burnout in the hospitality industry and maintaining personal well-being.

Listeners will learn:

  • The prevalence of burnout in the hospitality industry and its impact on career decisions.
  • Strategies for maintaining mental and physical health in a demanding work environment.
  • The importance of disconnecting from technology and finding personal ways to recharge.
  • Habits that can enhance performance.
  • The role of meditation and stillness in managing stress.
  • Creative ways to find inspiration and stay motivated.
  • The significance of understanding the history and story of the places where you work.

Liked this? Listen to our other episode with Joli: Behind the Scenes of Montage’s World-Class Training Programs

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Joli Barfield, Cluster Director of Learning at Montage International, shares her insights on managing burnout in the hospitality industry and maintaining personal well-being.

Listeners will learn:

  • The prevalence of burnout in the hospitality industry and its impact on career decisions.
  • Strategies for maintaining mental and physical health in a demanding work environment.
  • The importance of disconnecting from technology and finding personal ways to recharge.
  • Habits that can enhance performance.
  • The role of meditation and stillness in managing stress.
  • Creative ways to find inspiration and stay motivated.
  • The significance of understanding the history and story of the places where you work.

Liked this? Listen to our other episode with Joli: Behind the Scenes of Montage’s World-Class Training Programs

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/joli-barfield-wellness/ Josiah Mackenzie Buzzsprout-16196304 Fri, 01 Nov 2024 16:00:00 -0700 779 full false Sonesta Hotels x Rolling Stone: How Strategic Brand Partnerships Create "Money-Can't-Buy" Guest Experiences - Elizabeth Harlow, Sonesta Hotels Sonesta Hotels x Rolling Stone: How Strategic Brand Partnerships Create "Money-Can't-Buy" Guest Experiences - Elizabeth Harlow, Sonesta Hotels In this episode, Elizabeth Harlow, Chief Brand Officer at Sonesta Hotels, shares how she creatively partnered with Rolling Stone magazine to bring unique live music experiences to their guests and communities.

Listen now to learn:

  • How the collaboration between Sonesta Hotels and Rolling Stone began
  • Rolling Stone's Musicians on Musicians series - and its activation at Sonesta Hotels
  • Examples of live music events held in Chicago and Miami
  • The potential for hotels to be "cultural conversation platforms"
  • Insights on the rise of brand partnerships

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Elizabeth Harlow, Chief Brand Officer at Sonesta Hotels, shares how she creatively partnered with Rolling Stone magazine to bring unique live music experiences to their guests and communities.

Listen now to learn:

  • How the collaboration between Sonesta Hotels and Rolling Stone began
  • Rolling Stone's Musicians on Musicians series - and its activation at Sonesta Hotels
  • Examples of live music events held in Chicago and Miami
  • The potential for hotels to be "cultural conversation platforms"
  • Insights on the rise of brand partnerships

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sonesta-rolling-stone/ Buzzsprout-16029512 Fri, 01 Nov 2024 07:00:00 -0700 455 full false Why I Took My Finance Team to the Front Lines - Jamelia Lehn, SPIRE Hospitality Why I Took My Finance Team to the Front Lines - Jamelia Lehn, SPIRE Hospitality In this episode, Jamelia Lehn, Chief Financial Officer at SPIRE Hospitality, shares why she took her teams on a field trip and the surprising lessons they learned.

  • The importance of connecting accounting teams with hotel operations.
  • How understanding hotel operations can lead to more accurate financials.
  • The structure and preparation involved in organizing site visits.
  • Feedback from both the accounting team and hotel staff on the visits.
  • The impact of these visits on relationships and communication between teams.
  • How such initiatives can attract interest from hotel owners and potential clients.

Check out Jamelia's post on LinkedIn, which we referenced about this trip.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jamelia Lehn, Chief Financial Officer at SPIRE Hospitality, shares why she took her teams on a field trip and the surprising lessons they learned.

  • The importance of connecting accounting teams with hotel operations.
  • How understanding hotel operations can lead to more accurate financials.
  • The structure and preparation involved in organizing site visits.
  • Feedback from both the accounting team and hotel staff on the visits.
  • The impact of these visits on relationships and communication between teams.
  • How such initiatives can attract interest from hotel owners and potential clients.

Check out Jamelia's post on LinkedIn, which we referenced about this trip.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jamelia-lehn-trip/ Josiah Mackenzie Buzzsprout-16028149 Fri, 01 Nov 2024 01:00:00 -0700 525 full false Why Hotel Workers Are Striking: A Deep Dive with Union Leader Gwen Mills of Unite Here Why Hotel Workers Are Striking: A Deep Dive with Union Leader Gwen Mills of Unite Here In this episode, Gwen Mills, President of Unite Here, shares insights into the ongoing hotel worker strikes across the United States, the asks they have, and the broader implications for the hospitality industry.

Listen now to learn:

  • The motivations behind the hotel worker strikes
  • The impact of COVID-19 on the hospitality industry and how it has affected workers
  • The process Unite Here uses to determine appropriate pay and working conditions
  • The challenges hotel workers face due to cost of living increases in major cities
  • The importance of investing in hospitality workers for the long-term success of the industry
  • The role of hotel owners and management companies in addressing workers' demands
  • The evolving dynamics between hotel owners, management companies, and workers

Also check out: What Hotel Workers on Strike Told Me in San Francisco - Josiah Mackenzie

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Gwen Mills, President of Unite Here, shares insights into the ongoing hotel worker strikes across the United States, the asks they have, and the broader implications for the hospitality industry.

Listen now to learn:

  • The motivations behind the hotel worker strikes
  • The impact of COVID-19 on the hospitality industry and how it has affected workers
  • The process Unite Here uses to determine appropriate pay and working conditions
  • The challenges hotel workers face due to cost of living increases in major cities
  • The importance of investing in hospitality workers for the long-term success of the industry
  • The role of hotel owners and management companies in addressing workers' demands
  • The evolving dynamics between hotel owners, management companies, and workers

Also check out: What Hotel Workers on Strike Told Me in San Francisco - Josiah Mackenzie

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hotel-strikes/ Josiah Mackenzie Buzzsprout-16027811 Thu, 31 Oct 2024 12:00:00 -0700 2016 full false Why Hospitality Isn’t Just "Heads in Beds" - Elizabeth Harlow, Sonesta Hotels Why Hospitality Isn’t Just "Heads in Beds" - Elizabeth Harlow, Sonesta Hotels In this episode, Elizabeth Harlow, Chief Brand Officer at Sonesta Hotels, shares her insights on maintaining a personal touch in the hospitality industry and recounts a memorable story that exemplifies true hospitality.

Listen to learn:

  • The importance of focusing on the individual in hospitality.
  • How personal attention can create lasting memories for guests.
  • Why the term "heads in beds" diminishes the true value of hospitality.
  • The impact of hospitality on all travel experiences.
  • Strategies for staying connected to the spirit of hospitality despite dealing with large-scale data and operations.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Elizabeth Harlow, Chief Brand Officer at Sonesta Hotels, shares her insights on maintaining a personal touch in the hospitality industry and recounts a memorable story that exemplifies true hospitality.

Listen to learn:

  • The importance of focusing on the individual in hospitality.
  • How personal attention can create lasting memories for guests.
  • Why the term "heads in beds" diminishes the true value of hospitality.
  • The impact of hospitality on all travel experiences.
  • Strategies for staying connected to the spirit of hospitality despite dealing with large-scale data and operations.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/elizabeth-harlow-hospitality/ Josiah Mackenzie Buzzsprout-16022927 Thu, 31 Oct 2024 01:00:00 -0700 637 full false Getting Results Through Collaboration: Lessons from MGM Resorts' Chief People Officer, Jyoti Chopra Getting Results Through Collaboration: Lessons from MGM Resorts' Chief People Officer, Jyoti Chopra This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jyoti Chopra, the Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, shares insights into her powerful partnership with the company's CFO and how they have aligned their finance and human capital strategies to drive significant change.

Listen to learn:

  • How strong collaboration between finance and human resources can turn big ideas into measurable impact.
  • The importance of aligning human capital with financial capital to make a hospitality business thrive.
  • The introduction of digital dashboards for real-time workforce data at MGM Resorts.
  • The creation and benefits of one of the industry's first paid sabbatical programs.
  • The role of top leadership in championing learning and development initiatives.
  • How to make a compelling business case for investing in people and organizational programs.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jyoti Chopra, the Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, shares insights into her powerful partnership with the company's CFO and how they have aligned their finance and human capital strategies to drive significant change.

Listen to learn:

  • How strong collaboration between finance and human resources can turn big ideas into measurable impact.
  • The importance of aligning human capital with financial capital to make a hospitality business thrive.
  • The introduction of digital dashboards for real-time workforce data at MGM Resorts.
  • The creation and benefits of one of the industry's first paid sabbatical programs.
  • The role of top leadership in championing learning and development initiatives.
  • How to make a compelling business case for investing in people and organizational programs.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jyoti-chopra-partnership/ Josiah Mackenzie Buzzsprout-16007070 Wed, 30 Oct 2024 01:00:00 -0700 565 full false How MGM Resorts Transformed Talent Strategies in a Post-Pandemic World - Jyoti Chopra, MGM Resorts How MGM Resorts Transformed Talent Strategies in a Post-Pandemic World - Jyoti Chopra, MGM Resorts This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jyoti Chopra, the Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, shares insights on transforming hiring strategies and employee engagement in a rapidly changing world.

Listen to learn:

  • How MGM Resorts overhauled its hiring strategies from one-size-fits-all fairs to specialized events.
  • The importance of flexibility and well-being for employees post-pandemic.
  • Innovative recognition programs like "years of service" pins and Showstoppers Awards.
  • The impact of the "Ask the CEO" program and Courageous Conversations series at MGM.
  • The introduction of the World of Well-being (WOW) initiative.
  • The role of employee engagement surveys in understanding and improving employee satisfaction.
  • The MentorcliQ program for pairing employees with mentors.

If you liked this, you may also enjoy our other conversation: Why MGM Brought in Microsoft, IBM & Workday To Teach Our Teams - Jyoti Chopra, MGM Resorts

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jyoti Chopra, the Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, shares insights on transforming hiring strategies and employee engagement in a rapidly changing world.

Listen to learn:

  • How MGM Resorts overhauled its hiring strategies from one-size-fits-all fairs to specialized events.
  • The importance of flexibility and well-being for employees post-pandemic.
  • Innovative recognition programs like "years of service" pins and Showstoppers Awards.
  • The impact of the "Ask the CEO" program and Courageous Conversations series at MGM.
  • The introduction of the World of Well-being (WOW) initiative.
  • The role of employee engagement surveys in understanding and improving employee satisfaction.
  • The MentorcliQ program for pairing employees with mentors.

If you liked this, you may also enjoy our other conversation: Why MGM Brought in Microsoft, IBM & Workday To Teach Our Teams - Jyoti Chopra, MGM Resorts

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jyoti-chopra-change/ Josiah Mackenzie Buzzsprout-16007057 Tue, 29 Oct 2024 01:00:00 -0700 1349 full false The COO with a 360° View: Inside My Place Hotels’ Operations and Commercial Strategy - Matt Campbell, My Place Hotels The COO with a 360° View: Inside My Place Hotels’ Operations and Commercial Strategy - Matt Campbell, My Place Hotels In this episode, Matt Campbell, Chief Operating Officer and Chief Legal Officer at My Place Hotels, shares his journey from an unexpected path into the hospitality industry to leading a brand known for smart cost efficiencies and a people-centered culture.

In this episode we cover:

  • Matt's career story, including his transition from law to hospitality.
  • Matt's roles and responsibilities as a Chief Operating Officer today, including overseeing sales, marketing, revenue management, and operations.
  • Key strategies for driving business results, including operational efficiency and cost-effective customer acquisition.
  • The impact of mentorship and influential figures in Matt's career.
  • The evolving role of technology in hospitality and its balance with human touch.
  • Leadership insights and the importance of an open-door policy.
  • The value of internships and career growth opportunities within the hospitality industry.
  • Tips for maintaining work-life balance and giving back to the community.

Mentions:

  • University of South Dakota
  • Sabre Hospitality Solutions
  • Super 8 Motels
  • Bill Bowen
  • Harvey Jewett
  • Ron Rivett
  • Northern State University
  • Boys and Girls Club

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Matt Campbell, Chief Operating Officer and Chief Legal Officer at My Place Hotels, shares his journey from an unexpected path into the hospitality industry to leading a brand known for smart cost efficiencies and a people-centered culture.

In this episode we cover:

  • Matt's career story, including his transition from law to hospitality.
  • Matt's roles and responsibilities as a Chief Operating Officer today, including overseeing sales, marketing, revenue management, and operations.
  • Key strategies for driving business results, including operational efficiency and cost-effective customer acquisition.
  • The impact of mentorship and influential figures in Matt's career.
  • The evolving role of technology in hospitality and its balance with human touch.
  • Leadership insights and the importance of an open-door policy.
  • The value of internships and career growth opportunities within the hospitality industry.
  • Tips for maintaining work-life balance and giving back to the community.

Mentions:

  • University of South Dakota
  • Sabre Hospitality Solutions
  • Super 8 Motels
  • Bill Bowen
  • Harvey Jewett
  • Ron Rivett
  • Northern State University
  • Boys and Girls Club

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/matt-campbell/ Josiah Mackenzie Buzzsprout-15996331 Mon, 28 Oct 2024 01:00:00 -0700 1862 full false Hard Truths on Hotel Tech: Unfiltered Insider Advice - Josiah Mackenzie Hard Truths on Hotel Tech: Unfiltered Insider Advice - Josiah Mackenzie Josiah Mackenzie has spent over 20 years building, selling, and buying technology. In this tell-all episode, he shares his insider's guide to buying, implementing, and getting the most out of hotel technology today.

Listen now to learn:

  • Why technology is essential in today’s fast-paced hospitality landscape
  • Key steps to take before searching for technology solutions
  • Proven methods for evaluating tech solutions
  • Tips for making a strong business case and getting buy-in 
  • How to implement technology in a way that helps you get the results you need
  • Strategies for succeeding with technology over the long term (including insider "hacks" for getting VIP treatment)

Timestamps:

Introduction & Why This Matters

My Background 

  • [10:03] Coding & first steps in software
  • [11:54] ReviewPro (operations)
  • [13:36] Duetto (revenue management)
  • [14:34] Juniper Square (investment management)
  • [16:16] The benefits of a career in hotel tech

Before You Start Looking for Technology

  • [17:16] Start with problems
  • [18:15] Innovation through observation
  • [19:49] Collecting stakeholder needs

 How to Evaluate Technology

  • [21:22] Ask trusted hospitality professionals
  • [22:51] Research online (Hotel Tech Report)
  • [24:55] Move beyond typical demos
  • [25:51] Have meaningful conversations
  • [26:11] Compare provider engagement styles

Making the Purchase

  • [31:34] Building the business case
  • [32:00] Getting buy-in
  • [34:16] Contract negotiation 

Implementation & Success

  • [37:39] Cross-functional team involvement
  • [38:07] Staged rollout approach
  • [39:37] Working with implementation teams
  • [42:22] Internal marketing importance
  • [43:43] Maintaining momentum

Long-term Success

  • [44:03] Staying connected with tech partners
  • [45:04] Being a customer reference
  • [45:54] Participating in user groups
  • [46:29] Continuous evaluation

Resources mentioned:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie has spent over 20 years building, selling, and buying technology. In this tell-all episode, he shares his insider's guide to buying, implementing, and getting the most out of hotel technology today.

Listen now to learn:

  • Why technology is essential in today’s fast-paced hospitality landscape
  • Key steps to take before searching for technology solutions
  • Proven methods for evaluating tech solutions
  • Tips for making a strong business case and getting buy-in 
  • How to implement technology in a way that helps you get the results you need
  • Strategies for succeeding with technology over the long term (including insider "hacks" for getting VIP treatment)

Timestamps:

Introduction & Why This Matters

My Background 

  • [10:03] Coding & first steps in software
  • [11:54] ReviewPro (operations)
  • [13:36] Duetto (revenue management)
  • [14:34] Juniper Square (investment management)
  • [16:16] The benefits of a career in hotel tech

Before You Start Looking for Technology

  • [17:16] Start with problems
  • [18:15] Innovation through observation
  • [19:49] Collecting stakeholder needs

 How to Evaluate Technology

  • [21:22] Ask trusted hospitality professionals
  • [22:51] Research online (Hotel Tech Report)
  • [24:55] Move beyond typical demos
  • [25:51] Have meaningful conversations
  • [26:11] Compare provider engagement styles

Making the Purchase

  • [31:34] Building the business case
  • [32:00] Getting buy-in
  • [34:16] Contract negotiation 

Implementation & Success

  • [37:39] Cross-functional team involvement
  • [38:07] Staged rollout approach
  • [39:37] Working with implementation teams
  • [42:22] Internal marketing importance
  • [43:43] Maintaining momentum

Long-term Success

  • [44:03] Staying connected with tech partners
  • [45:04] Being a customer reference
  • [45:54] Participating in user groups
  • [46:29] Continuous evaluation

Resources mentioned:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hotel-tech/ Josiah Mackenzie Buzzsprout-15995621 Sun, 27 Oct 2024 03:00:00 -0700 2904 full false Mastering the Front Office: Insights From A "Top 30 Under 30" Hospitality Leader - André Mallet, The Jefferson Mastering the Front Office: Insights From A "Top 30 Under 30" Hospitality Leader - André Mallet, The Jefferson In this episode, André Mallet, Assistant Front Office Manager at The Jefferson in Washington, D.C., shares his journey in the hospitality industry, insights into his role, and the importance of relationship-building and mentorship.

Listeners will learn:

  • André's career path from working in South Africa to studying in Switzerland and returning to the U.S.
  • The diverse roles and responsibilities of a front office manager in a luxury hotel.
  • The significance of building relationships with guests and team members.
  • The impact of mentorship on career development.
  • Practical advice on adaptability and learning in new environments.
  • The role of technology in enhancing guest experiences and operational efficiency.
  • A typical day in the life of a front office manager.

Mentions:

  • Hotel Management's Top 30 Under 30 Hospitality Professionals (2024)
  • The Saxon Hotel, Villas, and Spa, Johannesburg, South Africa
  • École Hôtelière de Lausanne, Switzerland
  • Shenandoah National Park, Virginia
  • The Hay-Adams Hotel, Washington, D.C.
  • The Ritz-Carlton, Pentagon City
  • George Cohen (Mentor)
  • Opera (Property Management System)
  • ALICE (Concierge Software)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, André Mallet, Assistant Front Office Manager at The Jefferson in Washington, D.C., shares his journey in the hospitality industry, insights into his role, and the importance of relationship-building and mentorship.

Listeners will learn:

  • André's career path from working in South Africa to studying in Switzerland and returning to the U.S.
  • The diverse roles and responsibilities of a front office manager in a luxury hotel.
  • The significance of building relationships with guests and team members.
  • The impact of mentorship on career development.
  • Practical advice on adaptability and learning in new environments.
  • The role of technology in enhancing guest experiences and operational efficiency.
  • A typical day in the life of a front office manager.

Mentions:

  • Hotel Management's Top 30 Under 30 Hospitality Professionals (2024)
  • The Saxon Hotel, Villas, and Spa, Johannesburg, South Africa
  • École Hôtelière de Lausanne, Switzerland
  • Shenandoah National Park, Virginia
  • The Hay-Adams Hotel, Washington, D.C.
  • The Ritz-Carlton, Pentagon City
  • George Cohen (Mentor)
  • Opera (Property Management System)
  • ALICE (Concierge Software)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/andre-mallet/ Josiah Mackenzie Buzzsprout-15980402 Sun, 27 Oct 2024 01:00:00 -0700 2397 full false The Power of Half-Baked Ideas (INDIE Congress Review) - Josiah Mackenzie The Power of Half-Baked Ideas (INDIE Congress Review) - Josiah Mackenzie In this solo episode, I share my thoughts on the recent Sausalito
Congress from the Independent Lodging Congress and my top takeaways from that event.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this solo episode, I share my thoughts on the recent Sausalito
Congress from the Independent Lodging Congress and my top takeaways from that event.

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ilc-sausalito/ Buzzsprout-15995532 Sat, 26 Oct 2024 15:00:00 -0700 688 full false Lessons from Yosemite: Hospitality, Nature, and Community - Jessie Fischer Lessons from Yosemite: Hospitality, Nature, and Community - Jessie Fischer In this episode, Jessie Fischer, Founder & CEO of GuestOS and Member of the Board of Yosemite Tourism, shares invaluable lessons about blending hospitality, community, and the outdoors to create unforgettable guest experiences.

We cover:

  • Jessie's story
  • How to create deeper connections with guests
  • Why nature-based experiences are more relevant than ever
  • How engaging with your local community can elevate your business
  • The importance of understanding and participating in the broader tourism ecosystem
  • The unique challenges and benefits of providing hospitality in remote locations
  • The role of technology in modern hospitality and the importance of balancing it with nature
  • Tips for first-time visitors to Yosemite National Park

Jessie's recommendations: "These spots are fantastic if it’s your first visit to Yosemite."

  • Glacier Point
  • Lower Yosemite Falls
  • Tunnel View
  • Bridalveil Falls
  • Tuolumne Meadows 
  • Tenaya Lake


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jessie Fischer, Founder & CEO of GuestOS and Member of the Board of Yosemite Tourism, shares invaluable lessons about blending hospitality, community, and the outdoors to create unforgettable guest experiences.

We cover:

  • Jessie's story
  • How to create deeper connections with guests
  • Why nature-based experiences are more relevant than ever
  • How engaging with your local community can elevate your business
  • The importance of understanding and participating in the broader tourism ecosystem
  • The unique challenges and benefits of providing hospitality in remote locations
  • The role of technology in modern hospitality and the importance of balancing it with nature
  • Tips for first-time visitors to Yosemite National Park

Jessie's recommendations: "These spots are fantastic if it’s your first visit to Yosemite."

  • Glacier Point
  • Lower Yosemite Falls
  • Tunnel View
  • Bridalveil Falls
  • Tuolumne Meadows 
  • Tenaya Lake


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jessie-fischer-yosemite/ Josiah Mackenzie Buzzsprout-15979739 Sat, 26 Oct 2024 01:00:00 -0700 1328 full false Road Trips & Revelations: Fresh Ideas for Hospitality - Meg Kennedy & Rob Blood, Lark Hotels Road Trips & Revelations: Fresh Ideas for Hospitality - Meg Kennedy & Rob Blood, Lark Hotels This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Meg Kennedy and Rob Blood, founders of Lark Hotels, share their insights on creativity in hospitality and their recent experiences during a road trip in Northern California.

Listen to learn: 

  • How Meg and Rob approach research and draw inspiration for their hospitality services.
  • Extended stay hospitality and its potential rebranding opportunities.
  • Insights from their stays at various hotels and resorts in Northern California.
  • The importance of family-friendly accommodations and the specific needs of traveling families.
  • The creative process behind developing their hotel brands, including Bluebird and Blind Tiger.
  • The value of partnerships and local connections in enhancing guest experiences.
  • The idea of using resort passes as an amenity rather than competition.
  • The significance of access as a form of luxury in the hospitality industry.

Mentions:

  • Independent Lodging Congress (00:40)
  • Dawn Ranch (03:09)
  • AWOL (a Lark brand) (03:54)
  • Bluebird (a Lark brand) (05:39)
  • Calistoga Motor Lodge (07:11)
  • Stanley Ranch (Auberge Resorts Collection) (08:02)
  • ResortPass (08:30)
  • Blind Tiger (a Lark brand)
  • Ryan Miller (lead singer of Guster)

Listen to our previous episodes with Meg & Rob:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Meg Kennedy and Rob Blood, founders of Lark Hotels, share their insights on creativity in hospitality and their recent experiences during a road trip in Northern California.

Listen to learn: 

  • How Meg and Rob approach research and draw inspiration for their hospitality services.
  • Extended stay hospitality and its potential rebranding opportunities.
  • Insights from their stays at various hotels and resorts in Northern California.
  • The importance of family-friendly accommodations and the specific needs of traveling families.
  • The creative process behind developing their hotel brands, including Bluebird and Blind Tiger.
  • The value of partnerships and local connections in enhancing guest experiences.
  • The idea of using resort passes as an amenity rather than competition.
  • The significance of access as a form of luxury in the hospitality industry.

Mentions:

  • Independent Lodging Congress (00:40)
  • Dawn Ranch (03:09)
  • AWOL (a Lark brand) (03:54)
  • Bluebird (a Lark brand) (05:39)
  • Calistoga Motor Lodge (07:11)
  • Stanley Ranch (Auberge Resorts Collection) (08:02)
  • ResortPass (08:30)
  • Blind Tiger (a Lark brand)
  • Ryan Miller (lead singer of Guster)

Listen to our previous episodes with Meg & Rob:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/meg-rob-roadtrip/ Josiah Mackenzie Buzzsprout-15980632 Fri, 25 Oct 2024 01:00:00 -0700 1288 full false Why MGM Brought in Microsoft, IBM & Workday To Teach Our Teams - Jyoti Chopra, MGM Resorts Why MGM Brought in Microsoft, IBM & Workday To Teach Our Teams - Jyoti Chopra, MGM Resorts This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jyoti Chopra, the Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, shares how AI and technology are transforming HR and learning and development at MGM Resorts.

In this, we cover:

  • How MGM Resorts is leveraging technology to propel careers forward.
  • Learning from top innovators like Microsoft, IBM, and Workday.
  • Real-world examples of AI-driven tools, such as micro-courses and digital assistants.
  • The impact of technology and data on HR transformation.
  • Future plans for AI-powered HR support at MGM Resorts.
  • The importance of staying ahead with technology in the hospitality industry.
  • Jyoti's sources of inspiration today.

Mentions:

If you liked this, you may also like these other episodes:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jyoti Chopra, the Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, shares how AI and technology are transforming HR and learning and development at MGM Resorts.

In this, we cover:

  • How MGM Resorts is leveraging technology to propel careers forward.
  • Learning from top innovators like Microsoft, IBM, and Workday.
  • Real-world examples of AI-driven tools, such as micro-courses and digital assistants.
  • The impact of technology and data on HR transformation.
  • Future plans for AI-powered HR support at MGM Resorts.
  • The importance of staying ahead with technology in the hospitality industry.
  • Jyoti's sources of inspiration today.

Mentions:

If you liked this, you may also like these other episodes:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jyoti-chopra-innovation/ Josiah Mackenzie Buzzsprout-15978510 Thu, 24 Oct 2024 01:00:00 -0700 595 full false From Graduate Hotels to Hilton: The Opportunities I See To Scale Creative Hospitality - Kevin Osterhaus, Hilton From Graduate Hotels to Hilton: The Opportunities I See To Scale Creative Hospitality - Kevin Osterhaus, Hilton This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Kevin Osterhaus, President of Global Lifestyle Brands at Hilton, shares his journey and insights on integrating lifestyle hotels into one of the world's largest hotel companies.

In this, you'll learn:

  • The reasons behind Kevin's move from Graduate Hotels to Hilton.
  • The growing trend of big hotel companies acquiring lifestyle brands.
  • Strategies for maintaining momentum while leveraging the resources of a global leader.
  • The importance of scale in the hospitality industry.
  • How Hilton will double the size of its lifestyle portfolio in the next three years.
  • The role of independent brands and the benefits of Hilton's commercial "machine."
  • Innovation within a larger corporate context.
  • The significance of having a founder mentality in driving creativity and problem-solving.
  • The importance of attracting and retaining top talent in the hospitality industry.

If you liked this, you'll also like these other episodes:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Kevin Osterhaus, President of Global Lifestyle Brands at Hilton, shares his journey and insights on integrating lifestyle hotels into one of the world's largest hotel companies.

In this, you'll learn:

  • The reasons behind Kevin's move from Graduate Hotels to Hilton.
  • The growing trend of big hotel companies acquiring lifestyle brands.
  • Strategies for maintaining momentum while leveraging the resources of a global leader.
  • The importance of scale in the hospitality industry.
  • How Hilton will double the size of its lifestyle portfolio in the next three years.
  • The role of independent brands and the benefits of Hilton's commercial "machine."
  • Innovation within a larger corporate context.
  • The significance of having a founder mentality in driving creativity and problem-solving.
  • The importance of attracting and retaining top talent in the hospitality industry.

If you liked this, you'll also like these other episodes:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kevin-osterhaus-hilton/ Josiah Mackenzie Buzzsprout-15967357 Wed, 23 Oct 2024 01:00:00 -0700 1342 full false Building Leaders: The Solution to Hospitality’s Staffing Woes - Jason Himber, MINA Group Building Leaders: The Solution to Hospitality’s Staffing Woes - Jason Himber, MINA Group This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jason Himber, CEO of MINA Group, shares why a lack of strong, developed leaders is compounding staffing challenges in the hospitality industry and reveals his unique strategies to build a pipeline of empowered, adaptable leaders essential for driving success.

Listeners will learn:

  • Why traditional approaches to leadership aren't working in hospitality.
  • Strategies to create a culture of honest feedback.
  • The importance of launching hands-on development programs.
  • How to measure leadership development within an organization.
  • The significance of being honest with employees about their performance.
  • The benefits of creating "micro-cultures" within different locations.
  • The mindset required to lead and create a culture of leadership.
  • The concept of an "excellence team" and its impact on leadership development.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jason Himber, CEO of MINA Group, shares why a lack of strong, developed leaders is compounding staffing challenges in the hospitality industry and reveals his unique strategies to build a pipeline of empowered, adaptable leaders essential for driving success.

Listeners will learn:

  • Why traditional approaches to leadership aren't working in hospitality.
  • Strategies to create a culture of honest feedback.
  • The importance of launching hands-on development programs.
  • How to measure leadership development within an organization.
  • The significance of being honest with employees about their performance.
  • The benefits of creating "micro-cultures" within different locations.
  • The mindset required to lead and create a culture of leadership.
  • The concept of an "excellence team" and its impact on leadership development.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jason-himber-leaders/ Josiah Mackenzie Buzzsprout-15952619 Tue, 22 Oct 2024 01:00:00 -0700 1151 full false The Growth Paradox: Why Slowing Down Led to Bigger Success For Us - Jason Himber, MINA Group The Growth Paradox: Why Slowing Down Led to Bigger Success For Us - Jason Himber, MINA Group This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jason Himber, CEO of MINA Group, shares how he convinced celebrity chef Michael Mina to pause the company's rapid expansion and focus on strengthening its foundation for long-term success.

Listeners will learn:

  • The importance of listening, learning, and building trust when coming into a new business 
  • How focusing on process, systems, and discipline can help a company create a stable foundation for growth
  • The need to balance systematization with creativity and innovation to maintain a company's unique qualities
  • How the pandemic forced the MINA Group to address structural issues and adapt to changes in the workforce
  • The value of letting employees fail and make mistakes to develop critical thinking skills and adaptability 
  • The significance of encouraging employees to bring their whole selves to work 

Mentions:

  • CIA (Culinary Institute of America) 
  • The Bear (TV show) 

If you enjoyed this, you may also enjoy:

 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jason Himber, CEO of MINA Group, shares how he convinced celebrity chef Michael Mina to pause the company's rapid expansion and focus on strengthening its foundation for long-term success.

Listeners will learn:

  • The importance of listening, learning, and building trust when coming into a new business 
  • How focusing on process, systems, and discipline can help a company create a stable foundation for growth
  • The need to balance systematization with creativity and innovation to maintain a company's unique qualities
  • How the pandemic forced the MINA Group to address structural issues and adapt to changes in the workforce
  • The value of letting employees fail and make mistakes to develop critical thinking skills and adaptability 
  • The significance of encouraging employees to bring their whole selves to work 

Mentions:

  • CIA (Culinary Institute of America) 
  • The Bear (TV show) 

If you enjoyed this, you may also enjoy:

 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jason-himber-foundation/ Buzzsprout-15954198 Mon, 21 Oct 2024 01:00:00 -0700 912 full false The Next Frontier: Innovation at the Edges of Hospitality - Jason Himber, MINA Group The Next Frontier: Innovation at the Edges of Hospitality - Jason Himber, MINA Group This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jason Himber, CEO of MINA Group, shares his insights on how hospitality is pushing boundaries and blending with retail, entertainment, and even office spaces.

Listeners will learn:

  • How the line between food and beverage and other industries is becoming blurred (00:25)
  • How F&B is being infused into retail experiences, entertainment concepts, and office buildings (01:35)
  • How hotels are going through a renaissance in their focus on food and beverage (02:38)
  • Ways hotels could better utilize their often underutilized kitchens to keep more consumers on premise (02:49)
  • How food and beverage is still at the center of everything we do, even as new frontiers like AI emerge (03:29)
  • How innovations in the food and beverage industry are driven by experience, not just tech and automation (03:50)

Mentions:

  • LVMH (01:46)
  • Uber Eats (03:04)
  • DoorDash (03:04)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster.

In this episode, Jason Himber, CEO of MINA Group, shares his insights on how hospitality is pushing boundaries and blending with retail, entertainment, and even office spaces.

Listeners will learn:

  • How the line between food and beverage and other industries is becoming blurred (00:25)
  • How F&B is being infused into retail experiences, entertainment concepts, and office buildings (01:35)
  • How hotels are going through a renaissance in their focus on food and beverage (02:38)
  • Ways hotels could better utilize their often underutilized kitchens to keep more consumers on premise (02:49)
  • How food and beverage is still at the center of everything we do, even as new frontiers like AI emerge (03:29)
  • How innovations in the food and beverage industry are driven by experience, not just tech and automation (03:50)

Mentions:

  • LVMH (01:46)
  • Uber Eats (03:04)
  • DoorDash (03:04)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jason-himber-innovation/ Josiah Mackenzie Buzzsprout-15950954 Sun, 20 Oct 2024 01:00:00 -0700 442 full false Lessons From My Unexpected Journey to CEO - Jason Himber, MINA Group Lessons From My Unexpected Journey to CEO - Jason Himber, MINA Group In this episode, Jason Himber, CEO of MINA Group, shares his unconventional journey from working with fast-food franchises to leading a fine dining empire, offering insights on leadership, overcoming challenges, and succeeding in the hospitality industry.

Listeners will learn:

  • The three things that made Jason "hooked" on hospitality
  • Why hospitality levels the playing field of opportunity
  • The story of turning around KFC
  • The importance of building alignment and relevancy 
  • Why being overprepared is crucial for success
  • The value of being fearless
  • Strategies for overcoming imposter syndrome

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jason Himber, CEO of MINA Group, shares his unconventional journey from working with fast-food franchises to leading a fine dining empire, offering insights on leadership, overcoming challenges, and succeeding in the hospitality industry.

Listeners will learn:

  • The three things that made Jason "hooked" on hospitality
  • Why hospitality levels the playing field of opportunity
  • The story of turning around KFC
  • The importance of building alignment and relevancy 
  • Why being overprepared is crucial for success
  • The value of being fearless
  • Strategies for overcoming imposter syndrome

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jason-himber-story/ Josiah Mackenzie Buzzsprout-15950191 Sat, 19 Oct 2024 01:00:00 -0700 1452 full false The Adaptive Leader: Thriving in New Cultures - Leanne Harwood, IHG The Adaptive Leader: Thriving in New Cultures - Leanne Harwood, IHG In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares her fascinating career journey from bartending at a ski resort to leading six iconic hotel brands across the Americas.

Listeners will learn:

  • The pivotal moments that shaped Leanne's career, including her first expat role in Vietnam (02:45) and transitioning from hotel operations to corporate leadership (07:56)
  • Practical tips for adapting to new cultures and environments when moving for work (04:38)
  • The importance of mentorship in building confidence and navigating unfamiliar settings (09:42)
  • Strategies for staying calm and composed under pressure (13:19)

Mentions:

  • Vietnam (02:56)
  • Saigon (03:17)
  • Australia (03:06)
  • Georgia, USA (07:18)
  • Europe (10:22)
  • New Zealand (10:43)
  • Karin Sheppard, Managing Director for Europe at IHG (10:11)

Listen to more episodes with Leanne: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares her fascinating career journey from bartending at a ski resort to leading six iconic hotel brands across the Americas.

Listeners will learn:

  • The pivotal moments that shaped Leanne's career, including her first expat role in Vietnam (02:45) and transitioning from hotel operations to corporate leadership (07:56)
  • Practical tips for adapting to new cultures and environments when moving for work (04:38)
  • The importance of mentorship in building confidence and navigating unfamiliar settings (09:42)
  • Strategies for staying calm and composed under pressure (13:19)

Mentions:

  • Vietnam (02:56)
  • Saigon (03:17)
  • Australia (03:06)
  • Georgia, USA (07:18)
  • Europe (10:22)
  • New Zealand (10:43)
  • Karin Sheppard, Managing Director for Europe at IHG (10:11)

Listen to more episodes with Leanne: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/leanne-harwood-career/ Josiah Mackenzie Buzzsprout-15946313 Fri, 18 Oct 2024 01:00:00 -0700 1030 full false Unlocking Direct Growth: How AI and Personalization Are Changing Hotel Performance Now - Juanjo Rodriguez, The Hotels Network [Sponsor Masterclass] Unlocking Direct Growth: How AI and Personalization Are Changing Hotel Performance Now - Juanjo Rodriguez, The Hotels Network [Sponsor Masterclass] In this special sponsored masterclass, Juanjo Rodriguez, founder of The Hotels Network, shares insights on how hotels can drive more direct bookings and stand out in today's competitive landscape. (Watch here on YouTube if you prefer.)

In this, we cover:

  • 00:00 - An introduction to Juanjo Rodriguez
  • 01:19 - Challenges and opportunities in the hotel industry today
  • 04:47 - How e-commerce is different in hospitality
  • 05:51 - Growing direct business: how The Hotels Network helps hotels
  • 09:16 - Why direct growth matters for hotels today
  • 10:55 - Moving personalization from buzzword to strategic advantage
  • 11:48 - Leveraging a tech “layer” for faster impact
  • 13:16 - Taking a step forward to drive immediate results
  • 14:01 - Step one: starting with benchmarking
  • 18:33 - Making personalization practical and effective with strategy
  • 21:52 - Adding AI for "predictive personalization"
  • 25:44 - KITT: introducing a new "AI receptionist"
  • 26:52 - Using AI for performance and growth, not just cost savings
  • 29:54 - Building a competitive advantage with data insights
  • 31:41 - Enhancing direct channels beyond just pricing
  • 33:58 - Loyalty Lite: quick benefits from traditional loyalty
  • 35:25 - Case study: Penta Hotels' personalization journey
  • 36:32 - Climbing the ladder of maturity with benchmarking and testing
  • 37:52 - What to do next to improve direct bookings
  • 41:00 - Exciting trends and innovations for the future
  • 42:58 - Why it's time to be bold and experiment

Products from The Hotels Network discussed:

Also, see their guides and case studies!

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this special sponsored masterclass, Juanjo Rodriguez, founder of The Hotels Network, shares insights on how hotels can drive more direct bookings and stand out in today's competitive landscape. (Watch here on YouTube if you prefer.)

In this, we cover:

  • 00:00 - An introduction to Juanjo Rodriguez
  • 01:19 - Challenges and opportunities in the hotel industry today
  • 04:47 - How e-commerce is different in hospitality
  • 05:51 - Growing direct business: how The Hotels Network helps hotels
  • 09:16 - Why direct growth matters for hotels today
  • 10:55 - Moving personalization from buzzword to strategic advantage
  • 11:48 - Leveraging a tech “layer” for faster impact
  • 13:16 - Taking a step forward to drive immediate results
  • 14:01 - Step one: starting with benchmarking
  • 18:33 - Making personalization practical and effective with strategy
  • 21:52 - Adding AI for "predictive personalization"
  • 25:44 - KITT: introducing a new "AI receptionist"
  • 26:52 - Using AI for performance and growth, not just cost savings
  • 29:54 - Building a competitive advantage with data insights
  • 31:41 - Enhancing direct channels beyond just pricing
  • 33:58 - Loyalty Lite: quick benefits from traditional loyalty
  • 35:25 - Case study: Penta Hotels' personalization journey
  • 36:32 - Climbing the ladder of maturity with benchmarking and testing
  • 37:52 - What to do next to improve direct bookings
  • 41:00 - Exciting trends and innovations for the future
  • 42:58 - Why it's time to be bold and experiment

Products from The Hotels Network discussed:

Also, see their guides and case studies!

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/thn-direct/ Josiah Mackenzie Buzzsprout-15933973 Thu, 17 Oct 2024 12:00:00 -0700 2625 full false The Secret to Profit and Guest Satisfaction? Clarity in Leadership - Leanne Harwood, IHG The Secret to Profit and Guest Satisfaction? Clarity in Leadership - Leanne Harwood, IHG In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares insights on balancing delivering exceptional guest experiences with driving profitability in the hospitality industry.

Listeners will learn:

  • The importance of clarity and shared accountability across all levels of the business to drive performance (01:50)
  • How a joined-up approach to performance delivery ensures everyone is focused on the same goals (02:22)
  • The critical balance between delivering exceptional hospitality and profitability (03:37)
  • The need to invest in quality experiences to meet guest expectations and drive revenue (05:07)
  • How reinvesting in services and experiences can lead to higher profits and improved guest satisfaction (06:01)

If you enjoyed this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares insights on balancing delivering exceptional guest experiences with driving profitability in the hospitality industry.

Listeners will learn:

  • The importance of clarity and shared accountability across all levels of the business to drive performance (01:50)
  • How a joined-up approach to performance delivery ensures everyone is focused on the same goals (02:22)
  • The critical balance between delivering exceptional hospitality and profitability (03:37)
  • The need to invest in quality experiences to meet guest expectations and drive revenue (05:07)
  • How reinvesting in services and experiences can lead to higher profits and improved guest satisfaction (06:01)

If you enjoyed this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/leanne-harwood-performance/ Josiah Mackenzie Buzzsprout-15939501 Thu, 17 Oct 2024 01:00:00 -0700 590 full false Inside IHG’s People Programs: Creating Leaders in Hospitality - Leanne Harwood, IHG Inside IHG’s People Programs: Creating Leaders in Hospitality - Leanne Harwood, IHG In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares how investing in people drives success in hospitality today.

Listeners will learn:

  • Why focusing on people is crucial for delivering exceptional hospitality experiences. [02:20]
  • Details about IHG's global program RISE, aimed at elevating female leadership through mentorship, support, and sponsorship. [03:26]
  • Keys to building empowerment programs that last, scale, and transform careers. [04:34]
  • The importance of having both mentors and sponsors to support career growth. [05:06]
  • How "Lean In Circles" facilitate open conversations and create safe environments for sharing experiences and ideas among peers and colleagues. [07:01]

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares how investing in people drives success in hospitality today.

Listeners will learn:

  • Why focusing on people is crucial for delivering exceptional hospitality experiences. [02:20]
  • Details about IHG's global program RISE, aimed at elevating female leadership through mentorship, support, and sponsorship. [03:26]
  • Keys to building empowerment programs that last, scale, and transform careers. [04:34]
  • The importance of having both mentors and sponsors to support career growth. [05:06]
  • How "Lean In Circles" facilitate open conversations and create safe environments for sharing experiences and ideas among peers and colleagues. [07:01]

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/leanne-harwood-people/ Buzzsprout-15930355 Wed, 16 Oct 2024 01:00:00 -0700 807 full false Scent, Spice, and Service: The Sensory World of Six Senses - Leanne Harwood, IHG Scent, Spice, and Service: The Sensory World of Six Senses - Leanne Harwood, IHG In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares her recent experience at the newly opened Six Senses resort in Grenada, highlighting the exceptional hospitality and personalized touches that made her stay memorable.

Listeners will learn:

  • How the Grenadian culture and hospitality enhanced Leanne's experience (01:26)
  • The importance of individualized experiences in luxury travel (02:42)
  • How Six Senses incorporates the unique elements of each location into the guest experience (04:08)
  • The significance of wellness and sustainability in luxury travel (05:12)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares her recent experience at the newly opened Six Senses resort in Grenada, highlighting the exceptional hospitality and personalized touches that made her stay memorable.

Listeners will learn:

  • How the Grenadian culture and hospitality enhanced Leanne's experience (01:26)
  • The importance of individualized experiences in luxury travel (02:42)
  • How Six Senses incorporates the unique elements of each location into the guest experience (04:08)
  • The significance of wellness and sustainability in luxury travel (05:12)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/leanne-harwood-six-senses-experience/ Buzzsprout-15926925 Tue, 15 Oct 2024 01:00:00 -0700 657 full false Success Factors Now: Owner, Operator & Tech Founder Scott Curran Shares What He's Focused On Success Factors Now: Owner, Operator & Tech Founder Scott Curran Shares What He's Focused On In this episode, Scott Curran, Chief Operating Officer at Reneson Hotels, shares his insights on driving revenue and profits by empowering staff and delighting guests in a branded hotel environment.

Listeners will learn:

  • How Reneson Hotels focuses on providing exceptional customer service to keep guests coming back (00:09)
  • The importance of having great operations and good people to improve financial performance (09:14)
  • Why Reneson Hotels invests more in customer service by staffing higher at the front desk (11:10)
  • How GuestEQ, a technology solution co-founded by Scott, helps improve hotel operations and guest communication (13:05)
  • The value of getting the right information to the right people in the right format for effective hotel management (16:19)
  • Scott's approach to staying connected and empathetic with front-line staff as a leader in the hospitality industry (23:12)

Mentions:

  • GuestEQ (01:36)
  • My Crew Rooms (01:36)
  • IHG (02:19)
  • Best Western (02:19)
  • Hilton (02:19)
  • Hampton (03:06)
  • Holiday Inn (03:06)
  • Hilton Garden Inn (06:32)

If you liked this, you may also like:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Scott Curran, Chief Operating Officer at Reneson Hotels, shares his insights on driving revenue and profits by empowering staff and delighting guests in a branded hotel environment.

Listeners will learn:

  • How Reneson Hotels focuses on providing exceptional customer service to keep guests coming back (00:09)
  • The importance of having great operations and good people to improve financial performance (09:14)
  • Why Reneson Hotels invests more in customer service by staffing higher at the front desk (11:10)
  • How GuestEQ, a technology solution co-founded by Scott, helps improve hotel operations and guest communication (13:05)
  • The value of getting the right information to the right people in the right format for effective hotel management (16:19)
  • Scott's approach to staying connected and empathetic with front-line staff as a leader in the hospitality industry (23:12)

Mentions:

  • GuestEQ (01:36)
  • My Crew Rooms (01:36)
  • IHG (02:19)
  • Best Western (02:19)
  • Hilton (02:19)
  • Hampton (03:06)
  • Holiday Inn (03:06)
  • Hilton Garden Inn (06:32)

If you liked this, you may also like:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/scott-curran-owner-operator/ Josiah Mackenzie Buzzsprout-15908911 Mon, 14 Oct 2024 01:00:00 -0700 1843 full false Celebrity Chef: TV Is Great, But Here’s What’s More Rewarding - Tyler Florence Celebrity Chef: TV Is Great, But Here’s What’s More Rewarding - Tyler Florence In this episode, Chef Tyler Florence, renowned chef, restaurateur, and TV personality, shares his passion for creating memorable experiences through his restaurants, which he considers the most important part of his work.

Listeners will learn:

  • Why restaurants are the most important part of Tyler's work, even more than his TV shows and bestselling cookbooks (01:57)
  • How Tyler's restaurants allow people to truly experience and appreciate his culinary skills (02:08)
  • Tyler's daily routine, balancing his time between managing his growing restaurant business and being present in his restaurants (02:29)
  • The joy Tyler finds in working with his culinary team and developing new techniques and dishes (03:10)
  • Tyler's belief that he will continue working in restaurants for the rest of his life, even as other aspects of his career may change (03:42)

Mentions:

  • American Grill, Tyler's 17th cookbook (00:58)
  • The Food Network, where Tyler has been featured for 28 years (01:18)
  • Miller & Lux, one of Tyler's restaurants (03:31)
  • Chef Thomas Keller (04:02)
  • Chef Daniel Boulud (04:13)

If you liked this, you may also like: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Chef Tyler Florence, renowned chef, restaurateur, and TV personality, shares his passion for creating memorable experiences through his restaurants, which he considers the most important part of his work.

Listeners will learn:

  • Why restaurants are the most important part of Tyler's work, even more than his TV shows and bestselling cookbooks (01:57)
  • How Tyler's restaurants allow people to truly experience and appreciate his culinary skills (02:08)
  • Tyler's daily routine, balancing his time between managing his growing restaurant business and being present in his restaurants (02:29)
  • The joy Tyler finds in working with his culinary team and developing new techniques and dishes (03:10)
  • Tyler's belief that he will continue working in restaurants for the rest of his life, even as other aspects of his career may change (03:42)

Mentions:

  • American Grill, Tyler's 17th cookbook (00:58)
  • The Food Network, where Tyler has been featured for 28 years (01:18)
  • Miller & Lux, one of Tyler's restaurants (03:31)
  • Chef Thomas Keller (04:02)
  • Chef Daniel Boulud (04:13)

If you liked this, you may also like: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tyler-florence-meaning/ Josiah Mackenzie Buzzsprout-15908860 Sun, 13 Oct 2024 15:00:00 -0700 437 full false San Francisco's Soul: A Chef's View on Food, Community, and Renewal - Tyler Florence San Francisco's Soul: A Chef's View on Food, Community, and Renewal - Tyler Florence In this episode, renowned chef, restaurateur, and TV personality Tyler Florence shares his deep love for San Francisco and his vision for the city's future through the lens of food and hospitality. Tyler discusses how restaurants can play a crucial role in urban renewal and community building, especially during challenging times.

Listeners will learn:

  • Tyler's personal journey of falling in love with San Francisco, from childhood dreams to reality
  • The unique attributes that make San Francisco a world-class culinary destination
  • How the quality of local produce in California changed Tyler's perspective on cooking
  • The current challenges facing San Francisco and the "doom loop" phenomenon
  • Why restaurants are vital to a city's culture and economic health
  • The importance of encouraging locals to return to the city and support its restaurants 
  • How the hospitality industry can drive urban renewal and community rebuilding
  • Tyler's vision for San Francisco's future and the role of food in shaping it 
  • The potential for a culinary-led renaissance in San Francisco 
  • Tyler's commitment to the city and his optimism for its future 

Mentions:

If you liked this, you may also like: Chef Tyler Florence Tells All: Opportunities I See in 2024 [Full Interview on YouTube]

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, renowned chef, restaurateur, and TV personality Tyler Florence shares his deep love for San Francisco and his vision for the city's future through the lens of food and hospitality. Tyler discusses how restaurants can play a crucial role in urban renewal and community building, especially during challenging times.

Listeners will learn:

  • Tyler's personal journey of falling in love with San Francisco, from childhood dreams to reality
  • The unique attributes that make San Francisco a world-class culinary destination
  • How the quality of local produce in California changed Tyler's perspective on cooking
  • The current challenges facing San Francisco and the "doom loop" phenomenon
  • Why restaurants are vital to a city's culture and economic health
  • The importance of encouraging locals to return to the city and support its restaurants 
  • How the hospitality industry can drive urban renewal and community rebuilding
  • Tyler's vision for San Francisco's future and the role of food in shaping it 
  • The potential for a culinary-led renaissance in San Francisco 
  • Tyler's commitment to the city and his optimism for its future 

Mentions:

If you liked this, you may also like: Chef Tyler Florence Tells All: Opportunities I See in 2024 [Full Interview on YouTube]

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tyler-florence-san-francisco/ Josiah Mackenzie Buzzsprout-15911577 Sun, 13 Oct 2024 01:00:00 -0700 906 full false I Want To Create A New Hospitality School - Tyler Florence I Want To Create A New Hospitality School - Tyler Florence In this episode, Tyler Florence, chef and restaurateur, shares his ambitious vision for a new hospitality school in San Francisco designed to rival the best in the world.

Listeners will learn:

  • Why creating a pipeline of passionate, skilled talent is key to the future of hospitality (00:10)
  • How the perfect storm of a culinary institution and a thriving food scene in Charleston, South Carolina, shaped Tyler's early career (02:01)
  • Tyler's plan to create a sustainable culinary program that will be his legacy work in San Francisco (05:36)
  • The importance of designing a curriculum that specifically feeds what the industry needs today (08:03)

Mentions:

  • Ed Lee, former Mayor of San Francisco (01:19)
  • Johnson and Wales University (01:29)
  • Culinary Institute of America (01:40)
  • Alice Waters (03:48)
  • Mayor London Breed (03:15)

If you liked this, you may also like: Chef Tyler Florence Tells All: Opportunities I See in 2024 [Full Interview on YouTube]

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Tyler Florence, chef and restaurateur, shares his ambitious vision for a new hospitality school in San Francisco designed to rival the best in the world.

Listeners will learn:

  • Why creating a pipeline of passionate, skilled talent is key to the future of hospitality (00:10)
  • How the perfect storm of a culinary institution and a thriving food scene in Charleston, South Carolina, shaped Tyler's early career (02:01)
  • Tyler's plan to create a sustainable culinary program that will be his legacy work in San Francisco (05:36)
  • The importance of designing a curriculum that specifically feeds what the industry needs today (08:03)

Mentions:

  • Ed Lee, former Mayor of San Francisco (01:19)
  • Johnson and Wales University (01:29)
  • Culinary Institute of America (01:40)
  • Alice Waters (03:48)
  • Mayor London Breed (03:15)

If you liked this, you may also like: Chef Tyler Florence Tells All: Opportunities I See in 2024 [Full Interview on YouTube]

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tyler-florence-school/ Josiah Mackenzie Buzzsprout-15908862 Sat, 12 Oct 2024 01:00:00 -0700 725 full false Theatrical Hospitality: How I Create Magic Through Atmosphere - Chef Tyler Florence Theatrical Hospitality: How I Create Magic Through Atmosphere - Chef Tyler Florence In this episode, Chef Tyler Florence, a culinary legend with a portfolio of acclaimed restaurants and 27 years as a star on the Food Network, shares his approach to crafting immersive experiences that keep guests coming back.

Listeners will learn:

  • The three key elements of an amazing hospitality experience (01:03)
  • How to create a restaurant that transports guests to another time and place (01:25)
  • The importance of building restaurants that feel timeless and timely (03:48)
  • How Tyler sourced materials, like a 100-year-old tobacco barn floor, to create an authentic atmosphere at Wayfare Tavern (06:17)

Mentions:

  • Wayfare Tavern, Tyler's restaurant in San Francisco (02:08)
  • Rubicon, the restaurant that previously occupied the Wayfare Tavern space (03:28)
  • The book "Wayfare," which inspired the name of Tyler's restaurant (05:46)
  • Miller & Lux, Tyler Florence's restaurant at San Francisco's Chase Center (07:21)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Chef Tyler Florence, a culinary legend with a portfolio of acclaimed restaurants and 27 years as a star on the Food Network, shares his approach to crafting immersive experiences that keep guests coming back.

Listeners will learn:

  • The three key elements of an amazing hospitality experience (01:03)
  • How to create a restaurant that transports guests to another time and place (01:25)
  • The importance of building restaurants that feel timeless and timely (03:48)
  • How Tyler sourced materials, like a 100-year-old tobacco barn floor, to create an authentic atmosphere at Wayfare Tavern (06:17)

Mentions:

  • Wayfare Tavern, Tyler's restaurant in San Francisco (02:08)
  • Rubicon, the restaurant that previously occupied the Wayfare Tavern space (03:28)
  • The book "Wayfare," which inspired the name of Tyler's restaurant (05:46)
  • Miller & Lux, Tyler Florence's restaurant at San Francisco's Chase Center (07:21)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tyler-florence-design/ Josiah Mackenzie Buzzsprout-15903174 Fri, 11 Oct 2024 05:00:00 -0700 698 full false Redefining the Norm: Innovative Operating Models in Hospitality - Rocco Bova Redefining the Norm: Innovative Operating Models in Hospitality - Rocco Bova In this episode, Rocco Bova, an experienced hotelier and consultant, shares his insights on innovative hospitality business models and the importance of human connection in luxury service.

Listeners will learn about:

  • Rocco's background and global experience
  • Rocco’s early jobs: best and worst experiences (01:58)
  • Transition to consultancy (07:01)
  • Evolution of luxury service (10:34)
  • Impact of technology on hospitality (11:35)
  • Challenges in recruitment and retention (13:13)
  • Human vs. digital guest service (15:30)
  • AI in hospitality (16:48)
  • Rocco’s approach to handling difficult guests (20:04)
  • Defining true hospitality (22:27)
  • New business model for hotels (24:04)
  • Profit-sharing and emergency fund model (29:04)
  • Challenges with traditional business models (33:34)
  • Need for structural change in hospitality (35:23)
  • Role of leadership in culture change (39:28)
  • Advice for leaders driving change (46:02)
  • Importance of values alignment in career decisions (47:15)

If you liked this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Rocco Bova, an experienced hotelier and consultant, shares his insights on innovative hospitality business models and the importance of human connection in luxury service.

Listeners will learn about:

  • Rocco's background and global experience
  • Rocco’s early jobs: best and worst experiences (01:58)
  • Transition to consultancy (07:01)
  • Evolution of luxury service (10:34)
  • Impact of technology on hospitality (11:35)
  • Challenges in recruitment and retention (13:13)
  • Human vs. digital guest service (15:30)
  • AI in hospitality (16:48)
  • Rocco’s approach to handling difficult guests (20:04)
  • Defining true hospitality (22:27)
  • New business model for hotels (24:04)
  • Profit-sharing and emergency fund model (29:04)
  • Challenges with traditional business models (33:34)
  • Need for structural change in hospitality (35:23)
  • Role of leadership in culture change (39:28)
  • Advice for leaders driving change (46:02)
  • Importance of values alignment in career decisions (47:15)

If you liked this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/rocco-bova/ Buzzsprout-15906021 Thu, 10 Oct 2024 21:00:00 -0700 3175 full false Investing in Community: The Power of Education & Programming - Charlie MacGregor, The Social Hub Investing in Community: The Power of Education & Programming - Charlie MacGregor, The Social Hub In this episode, Charlie MacGregor, founder of The Social Hub, shares how they cultivate a diverse and connected community through their approach to hybrid hospitality.

Listeners will learn:

  • How The Social Hub runs thousands of community programs and activities to bring people together (01:29)
  • About their partnership with Talent Garden, the largest provider of online and offline education programs, to curate programs for their community (02:10)
  • Examples of the programs offered, from understanding AI to managing money and handling stress (02:43)
  • About the TSH Talent Foundation, which provides scholarships, mentorships, and lifelong learning courses for students (03:51)

Mentions:

If you liked this, check out:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Charlie MacGregor, founder of The Social Hub, shares how they cultivate a diverse and connected community through their approach to hybrid hospitality.

Listeners will learn:

  • How The Social Hub runs thousands of community programs and activities to bring people together (01:29)
  • About their partnership with Talent Garden, the largest provider of online and offline education programs, to curate programs for their community (02:10)
  • Examples of the programs offered, from understanding AI to managing money and handling stress (02:43)
  • About the TSH Talent Foundation, which provides scholarships, mentorships, and lifelong learning courses for students (03:51)

Mentions:

If you liked this, check out:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/charlie-macgregor-education/ Josiah Mackenzie Buzzsprout-15900097 Thu, 10 Oct 2024 04:00:00 -0700 511 full false What I Learned About Community Volunteering At A Refugee Camp - Charlie MacGregor, The Social Hub What I Learned About Community Volunteering At A Refugee Camp - Charlie MacGregor, The Social Hub In this episode, Charlie MacGregor, founder of The Social Hub, shares his experience volunteering at a refugee camp and how it impacted his approach to leadership and social responsibility in his hospitality business.

Listeners will learn:

  • How Charlie and his team built a pop-up refugee camp and involved the refugee community in running various programs (02:39)
  • The benefits of a community-driven and community-led approach (03:53)
  • How getting off the "CEO pedestal" and personally engaging in social responsibility initiatives can lead to better decision-making (04:48)
  • The importance of being a good neighbor (05:40)

If you liked this, check out:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Charlie MacGregor, founder of The Social Hub, shares his experience volunteering at a refugee camp and how it impacted his approach to leadership and social responsibility in his hospitality business.

Listeners will learn:

  • How Charlie and his team built a pop-up refugee camp and involved the refugee community in running various programs (02:39)
  • The benefits of a community-driven and community-led approach (03:53)
  • How getting off the "CEO pedestal" and personally engaging in social responsibility initiatives can lead to better decision-making (04:48)
  • The importance of being a good neighbor (05:40)

If you liked this, check out:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/charlie-macgregor-volunteering/ Josiah Mackenzie Buzzsprout-15900311 Thu, 10 Oct 2024 01:00:00 -0700 550 full false The Power (and Profits) of "Hybrid Hospitality" - Charlie MacGregor, The Social Hub The Power (and Profits) of "Hybrid Hospitality" - Charlie MacGregor, The Social Hub In this episode, Charlie MacGregor, founder of The Social Hub, shares how they pioneered the concept of hybrid hospitality, blending different groups of people and using space flexibly to maximize revenue and create vibrant, multi-use spaces.

Listeners will learn:

  • What hybrid hospitality is (01:30)
  • How hybrid hospitality creates a fun, safe, and vibrant environment that reflects real life (03:07)
  • The benefits of connecting workers through co-working spaces (04:32)
  • How hybrid hospitality allows for agility and robustness in the business model (09:25)

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Charlie MacGregor, founder of The Social Hub, shares how they pioneered the concept of hybrid hospitality, blending different groups of people and using space flexibly to maximize revenue and create vibrant, multi-use spaces.

Listeners will learn:

  • What hybrid hospitality is (01:30)
  • How hybrid hospitality creates a fun, safe, and vibrant environment that reflects real life (03:07)
  • The benefits of connecting workers through co-working spaces (04:32)
  • How hybrid hospitality allows for agility and robustness in the business model (09:25)

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/charlie-macgregor-hybrid-hospitality/ Josiah Mackenzie Buzzsprout-15892719 Wed, 09 Oct 2024 01:00:00 -0700 844 full false Innovation Starts Here: Removing Barriers in the Hospitality Industry - Adam Zembruski Innovation Starts Here: Removing Barriers in the Hospitality Industry - Adam Zembruski In this episode, hotel investor and Hospiamo founder Adam Zembruski shares his insights on the systemic barriers that hold hoteliers back and the practical steps needed to foster a more creative and collaborative culture in hotels. 

Listeners will learn:

  • The reasons why collaboration is often an afterthought for hotel owners and how to change that mindset (01:37)
  • The importance of encouraging creativity among hotel employees (05:32)
  • A real-world example of successful collaboration in the town of Boone, North Carolina (06:15)
  • The key role of involving the community in major decisions when opening a new hotel (09:28)

Mentions:

  • Linsey Gallagher, President & CEO of Visit Napa Valley (00:02) (See our episode: How Napa Valley's Tourism Strategy Can Boost Your Hospitality Business)
  • Adam's LinkedIn post on collaboration (00:18)
  • Hilton (01:47)
  • Marriott (01:47)
  • Horton Hotel in Boone, North Carolina (06:36)
  • Jason Boehm with Aileron Management (06:57)
  • Andrea Morton and John Cardonia (06:57)
  • David Jackson, Chamber of Commerce in Boone, North Carolina (07:30)
  • Appalachian State University (07:51)
  • Denise Loven and Fulton Loven, builders of the Horton Hotel (08:12)
  • Employee Stock Ownership Plans (ESOPs) (11:42)
  • Publix (11:53)
  • Choate Construction (13:21)
  • TPI Hospitality (13:52)
  • Proximity Hotel (14:03)

If you enjoyed this episode, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, hotel investor and Hospiamo founder Adam Zembruski shares his insights on the systemic barriers that hold hoteliers back and the practical steps needed to foster a more creative and collaborative culture in hotels. 

Listeners will learn:

  • The reasons why collaboration is often an afterthought for hotel owners and how to change that mindset (01:37)
  • The importance of encouraging creativity among hotel employees (05:32)
  • A real-world example of successful collaboration in the town of Boone, North Carolina (06:15)
  • The key role of involving the community in major decisions when opening a new hotel (09:28)

Mentions:

  • Linsey Gallagher, President & CEO of Visit Napa Valley (00:02) (See our episode: How Napa Valley's Tourism Strategy Can Boost Your Hospitality Business)
  • Adam's LinkedIn post on collaboration (00:18)
  • Hilton (01:47)
  • Marriott (01:47)
  • Horton Hotel in Boone, North Carolina (06:36)
  • Jason Boehm with Aileron Management (06:57)
  • Andrea Morton and John Cardonia (06:57)
  • David Jackson, Chamber of Commerce in Boone, North Carolina (07:30)
  • Appalachian State University (07:51)
  • Denise Loven and Fulton Loven, builders of the Horton Hotel (08:12)
  • Employee Stock Ownership Plans (ESOPs) (11:42)
  • Publix (11:53)
  • Choate Construction (13:21)
  • TPI Hospitality (13:52)
  • Proximity Hotel (14:03)

If you enjoyed this episode, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/creative-barriers/ Josiah Mackenzie Buzzsprout-15886813 Tue, 08 Oct 2024 01:00:00 -0700 1275 full false Dangerous Blindspots: What Hotel Executives Miss - Adam Zembruski Dangerous Blindspots: What Hotel Executives Miss - Adam Zembruski In this episode, hotel investor and Hospiamo founder Adam Zembruski shares his perspective on the systemic issues within the hotel industry that are holding back real innovation and progress. (Listen to Adam's story here if you missed it earlier.)

Listeners will learn:

  • What it's really like working at a hotel today (01:47)
  • The disconnect between leaders and the workers on the ground (06:17)
  • The importance of an abundance mindset (14:58)
  • The hotel companies face (16:18)

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, hotel investor and Hospiamo founder Adam Zembruski shares his perspective on the systemic issues within the hotel industry that are holding back real innovation and progress. (Listen to Adam's story here if you missed it earlier.)

Listeners will learn:

  • What it's really like working at a hotel today (01:47)
  • The disconnect between leaders and the workers on the ground (06:17)
  • The importance of an abundance mindset (14:58)
  • The hotel companies face (16:18)

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/industry-blindspots/ Josiah Mackenzie Buzzsprout-15869316 Mon, 07 Oct 2024 01:00:00 -0700 1415 full false Revitalizing a City: How San Francisco Travel is Leading Growth through Innovation and Collaboration - Anna Marie Presutti, SF Travel Revitalizing a City: How San Francisco Travel is Leading Growth through Innovation and Collaboration - Anna Marie Presutti, SF Travel In this episode, Anna Marie Presutti, the new President & CEO of San Francisco Travel, shares why she stepped into this pivotal role, what she believes it will take to bring San Francisco back into the spotlight, and the opportunities she sees for the city and its hospitality community.
(You can watch this on YouTube here if you prefer.)

Listeners will learn:

  • What excites Anna Marie most about her new role as CEO of San Francisco Travel (02:22)
  • The progress being made in San Francisco's recovery and what it took to drive action and results (05:45)
  • The role of sales in driving tourism and visitation to a destination (08:47)
  • The "It All Starts Here" campaign and how it authentically represents San Francisco's position as an innovator (11:08)
  • What it means for a destination to be "easy to do business with" (14:05)
  • Emerging travel and tourism trends, particularly in urban travel (16:15)
  • How hospitality business owners and operators can collaborate with San Francisco Travel (18:38)
  • The importance of travel and tourism to a city's economy and overall vitality (20:59)

Mentions:

If you enjoyed this, you may also like:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Anna Marie Presutti, the new President & CEO of San Francisco Travel, shares why she stepped into this pivotal role, what she believes it will take to bring San Francisco back into the spotlight, and the opportunities she sees for the city and its hospitality community.
(You can watch this on YouTube here if you prefer.)

Listeners will learn:

  • What excites Anna Marie most about her new role as CEO of San Francisco Travel (02:22)
  • The progress being made in San Francisco's recovery and what it took to drive action and results (05:45)
  • The role of sales in driving tourism and visitation to a destination (08:47)
  • The "It All Starts Here" campaign and how it authentically represents San Francisco's position as an innovator (11:08)
  • What it means for a destination to be "easy to do business with" (14:05)
  • Emerging travel and tourism trends, particularly in urban travel (16:15)
  • How hospitality business owners and operators can collaborate with San Francisco Travel (18:38)
  • The importance of travel and tourism to a city's economy and overall vitality (20:59)

Mentions:

If you enjoyed this, you may also like:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sf-travel-2024/ Josiah Mackenzie Buzzsprout-15866877 Sun, 06 Oct 2024 01:00:00 -0700 1623 full false Why I Left the C-Suite to Reconnect with Hospitality's Roots - Adam Zembruski Why I Left the C-Suite to Reconnect with Hospitality's Roots - Adam Zembruski In this episode, Adam Zembruski, a hotel investor and hotel industry enthusiast, is the Founder of Hospiamo, Inc., a social enterprise, and the Hospitality Industry Impact Initiative, Inc., a 501(c)(3) nonprofit organization. He shares his personal story and insights on the challenges and importance of staying connected with those on the front lines in the hospitality industry.

Listeners will learn:

  • Adam's career progression from front desk agent to chief operating officer and hotel investor (00:00)
  • The fulfillment and heart Adam found in reconnecting with the front lines of hospitality (05:48)
  • The challenges of maintaining connections and confidence during tough times in the industry (10:45)
  • The therapeutic value of talk therapy, expressive writing, and podcasting for Adam (11:58)
  • The impact of encouragement on people in the hospitality industry (13:13)

Mentions:

  • The Replacements movie (01:39)
  • Buddy Watson (02:44)
  • Hersha (03:04)
  • Stonebridge Investment Group (08:59)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Adam Zembruski, a hotel investor and hotel industry enthusiast, is the Founder of Hospiamo, Inc., a social enterprise, and the Hospitality Industry Impact Initiative, Inc., a 501(c)(3) nonprofit organization. He shares his personal story and insights on the challenges and importance of staying connected with those on the front lines in the hospitality industry.

Listeners will learn:

  • Adam's career progression from front desk agent to chief operating officer and hotel investor (00:00)
  • The fulfillment and heart Adam found in reconnecting with the front lines of hospitality (05:48)
  • The challenges of maintaining connections and confidence during tough times in the industry (10:45)
  • The therapeutic value of talk therapy, expressive writing, and podcasting for Adam (11:58)
  • The impact of encouragement on people in the hospitality industry (13:13)

Mentions:

  • The Replacements movie (01:39)
  • Buddy Watson (02:44)
  • Hersha (03:04)
  • Stonebridge Investment Group (08:59)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/adam-zembruski-roots/ Josiah Mackenzie Buzzsprout-15864463 Sat, 05 Oct 2024 01:00:00 -0700 926 full false The Next Wave in Hospitality: Redefining Hotels for the Experience Economy - Bill Graf, ONDA The Next Wave in Hospitality: Redefining Hotels for the Experience Economy - Bill Graf, ONDA In this episode, Bill Graf, CEO of ONDA (Instagram), shares his thoughts on the future of hospitality and opportunities for innovation now.

Listeners will learn:

  • Bill’s unconventional path into hospitality and the pivotal travel experience that inspired him to start ONDA (02:41)
  • The concept of "Hospitality 3.0" and how it's different from previous waves of innovation in the industry (09:59)
  • Why the next big opportunity in hospitality lies in serving niches (12:47)
  • Lessons from restaurants for hotels and lodging (13:58)
  • The history of experience in hospitality and how it's evolving (20:02)
  • The specific type of experience that presents the most opportunity now (21:30)
  • How HBR's “Four Realms of Experience” applies to hospitality (24:16)
  • Hospitality 3.0 focuses on these types of experiences (27:10)
  • Why Bill believes that service has become commoditized and what it will take to create truly differentiated guest experiences (28:41)
  • How recognition and personalization are a baseline expectation (30:54)
  • Experience is the way to drive the highest investment ROI (32:50)
  • The next frontier of innovation and opportunity: transformation (34:00)
  • The challenge of consistent excellence (35:56)
  • Why guests prefer self-serve technology now (38:00)
  • How technology allows hiring for personality, not traditional hospitality skills (38:51)

Bill's writing on experience:

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Bill Graf, CEO of ONDA (Instagram), shares his thoughts on the future of hospitality and opportunities for innovation now.

Listeners will learn:

  • Bill’s unconventional path into hospitality and the pivotal travel experience that inspired him to start ONDA (02:41)
  • The concept of "Hospitality 3.0" and how it's different from previous waves of innovation in the industry (09:59)
  • Why the next big opportunity in hospitality lies in serving niches (12:47)
  • Lessons from restaurants for hotels and lodging (13:58)
  • The history of experience in hospitality and how it's evolving (20:02)
  • The specific type of experience that presents the most opportunity now (21:30)
  • How HBR's “Four Realms of Experience” applies to hospitality (24:16)
  • Hospitality 3.0 focuses on these types of experiences (27:10)
  • Why Bill believes that service has become commoditized and what it will take to create truly differentiated guest experiences (28:41)
  • How recognition and personalization are a baseline expectation (30:54)
  • Experience is the way to drive the highest investment ROI (32:50)
  • The next frontier of innovation and opportunity: transformation (34:00)
  • The challenge of consistent excellence (35:56)
  • Why guests prefer self-serve technology now (38:00)
  • How technology allows hiring for personality, not traditional hospitality skills (38:51)

Bill's writing on experience:

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/bill-graf-onda/ Josiah Mackenzie Buzzsprout-15864972 Fri, 04 Oct 2024 07:00:00 -0700 2691 full false Why Hotel Design Matters So Much (An Operations Leader's Perspective) - Jennifer Clay, Appellation Why Hotel Design Matters So Much (An Operations Leader's Perspective) - Jennifer Clay, Appellation In this episode, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares her unique perspective on how hotel design choices play a vital role in immersing guests in a destination - and how she thinks about this as an operations leader.

Listeners will learn:

  • How hotels can embody and celebrate the destination they are in [01:58]
  • The evolution of hotel design from formulaic to celebrating local materials and artisans [02:34]
  • The journey of selecting specific design elements like chairs and fabrics [04:12]
  • The importance of balancing form and functionality in hotel design [07:03]
  • How the physical product of a hotel should match what is advertised and provide a consistent experience [08:11]

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares her unique perspective on how hotel design choices play a vital role in immersing guests in a destination - and how she thinks about this as an operations leader.

Listeners will learn:

  • How hotels can embody and celebrate the destination they are in [01:58]
  • The evolution of hotel design from formulaic to celebrating local materials and artisans [02:34]
  • The journey of selecting specific design elements like chairs and fabrics [04:12]
  • The importance of balancing form and functionality in hotel design [07:03]
  • How the physical product of a hotel should match what is advertised and provide a consistent experience [08:11]

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jennifer-clay-design/ Josiah Mackenzie Buzzsprout-15863248 Fri, 04 Oct 2024 01:00:00 -0700 706 full false How I Empower Emerging Leaders - Jennifer Clay, Appellation How I Empower Emerging Leaders - Jennifer Clay, Appellation In this episode, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares how she empowers emerging talent to step into big roles and grow into confident leaders.

Listeners will learn:

  • How to cultivate curiosity, encourage collaboration, and push people to embrace discomfort as part of their growth (01:55)
  • Why the hospitality industry is more than just a job (02:48)
  • How to build trust and empower your team (00:31)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares how she empowers emerging talent to step into big roles and grow into confident leaders.

Listeners will learn:

  • How to cultivate curiosity, encourage collaboration, and push people to embrace discomfort as part of their growth (01:55)
  • Why the hospitality industry is more than just a job (02:48)
  • How to build trust and empower your team (00:31)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jennifer-clay-empower/ Josiah Mackenzie Buzzsprout-15860614 Thu, 03 Oct 2024 05:00:00 -0700 442 full false How I Hire Great Hotel General Managers - Jennifer Clay, Appellation How I Hire Great Hotel General Managers - Jennifer Clay, Appellation In this episode, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares what she looks for when hiring general managers and the unexpected qualities that separate a great manager from a good one.

Listeners will learn:

  • What Jennifer asks during interviews  (01:28)
  • The connection that's a key trait to look for (03:15)
  • The importance of finding outlets to disconnect and recharge(04:14)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares what she looks for when hiring general managers and the unexpected qualities that separate a great manager from a good one.

Listeners will learn:

  • What Jennifer asks during interviews  (01:28)
  • The connection that's a key trait to look for (03:15)
  • The importance of finding outlets to disconnect and recharge(04:14)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jennifer-clay-hire/ Josiah Mackenzie Buzzsprout-15859916 Thu, 03 Oct 2024 01:00:00 -0700 477 full false Showcasing Artisans and Elevating Teams: How Appellation Crafts a Unique Sense of Place - Christopher Hunsberger, Appellation Showcasing Artisans and Elevating Teams: How Appellation Crafts a Unique Sense of Place - Christopher Hunsberger, Appellation In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation, shares how the Appellation Crafted program embeds his brand deeply into local communities through partnerships with artisans, farmers, and makers.

Listeners will learn:

  • How Appellation celebrates makers, artisans, and people who are the fabric of the community through the Appellation Crafted program (01:47)
  • How Appellation showcases its own team members' talents and skills through the Crafted classes (05:51)
  • How Appellation incorporates local materials and unique design elements to create a sense of place in their hotels (08:47)
  • How Appellation's culinary-centric approach is reflected in the design of their hotels, such as the open kitchen and unique arrival experience (10:32)

Mentions:

If you liked this episode, check out these other ones:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation, shares how the Appellation Crafted program embeds his brand deeply into local communities through partnerships with artisans, farmers, and makers.

Listeners will learn:

  • How Appellation celebrates makers, artisans, and people who are the fabric of the community through the Appellation Crafted program (01:47)
  • How Appellation showcases its own team members' talents and skills through the Crafted classes (05:51)
  • How Appellation incorporates local materials and unique design elements to create a sense of place in their hotels (08:47)
  • How Appellation's culinary-centric approach is reflected in the design of their hotels, such as the open kitchen and unique arrival experience (10:32)

Mentions:

If you liked this episode, check out these other ones:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christopher-hunsberger-appellation/ Josiah Mackenzie Buzzsprout-15845526 Wed, 02 Oct 2024 01:00:00 -0700 910 full false How I Recruit A Winning Team: Four Seasons Chief People Officer-Turned-Appellation Co-Founder & COO Christopher Hunsberger How I Recruit A Winning Team: Four Seasons Chief People Officer-Turned-Appellation Co-Founder & COO Christopher Hunsberger In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation - and former Chief People Officer at Four Seasons Hotels and Resorts - shares his insights on recruiting top talent and how building strong relationships, leveraging tools like LinkedIn, and crafting compelling story-driven job descriptions have helped him attract some of the best in the business.

Listeners will learn:

  • The importance of treating people as you'd want to be treated and maintaining positive relationships in recruiting (01:07)
  • How to leverage your network and contacts to identify talent (01:38)
  • The effectiveness of using LinkedIn for recruiting and broadcasting job openings (02:31)
  • The value of storytelling and transparency in job postings on LinkedIn (03:10)
  • Strategies for creating compelling job descriptions that leverage technology and make roles more interesting (04:14)

Mentions:

If you liked this, check out these episodes next:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation - and former Chief People Officer at Four Seasons Hotels and Resorts - shares his insights on recruiting top talent and how building strong relationships, leveraging tools like LinkedIn, and crafting compelling story-driven job descriptions have helped him attract some of the best in the business.

Listeners will learn:

  • The importance of treating people as you'd want to be treated and maintaining positive relationships in recruiting (01:07)
  • How to leverage your network and contacts to identify talent (01:38)
  • The effectiveness of using LinkedIn for recruiting and broadcasting job openings (02:31)
  • The value of storytelling and transparency in job postings on LinkedIn (03:10)
  • Strategies for creating compelling job descriptions that leverage technology and make roles more interesting (04:14)

Mentions:

If you liked this, check out these episodes next:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christopher-hunsberger-recruiting/ Josiah Mackenzie Buzzsprout-15845497 Tue, 01 Oct 2024 01:00:00 -0700 490 full false What I Learned Leading Innovation at Four Seasons Hotels and Resorts - Christopher Hunsberger, Appellation What I Learned Leading Innovation at Four Seasons Hotels and Resorts - Christopher Hunsberger, Appellation In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation, shares how stepping into a new role at Four Seasons Hotels and Resorts pushed him beyond his comfort zone and the key lessons he learned about collaboration and building a culture of innovation.

Listeners will learn:

  • How Christopher led product and service innovation at Four Seasons Hotels and Resorts (00:00)
  • The importance of being nimble and agile when innovating (03:19)
  • The value of risk-taking and having the willingness to fail (03:40)
  • The significance of collaboration when creating something new and different (04:11)

Mentions:

  • Izzy Sharp, former CEO of Four Seasons (01:10)
  • Katie Taylor, former CEO of Four Seasons (01:20)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation, shares how stepping into a new role at Four Seasons Hotels and Resorts pushed him beyond his comfort zone and the key lessons he learned about collaboration and building a culture of innovation.

Listeners will learn:

  • How Christopher led product and service innovation at Four Seasons Hotels and Resorts (00:00)
  • The importance of being nimble and agile when innovating (03:19)
  • The value of risk-taking and having the willingness to fail (03:40)
  • The significance of collaboration when creating something new and different (04:11)

Mentions:

  • Izzy Sharp, former CEO of Four Seasons (01:10)
  • Katie Taylor, former CEO of Four Seasons (01:20)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christopher-hunsberger-innovation/ Josiah Mackenzie Buzzsprout-15832971 Mon, 30 Sep 2024 01:00:00 -0700 445 full false From Family Dinners to Hospitality Leadership: What I've Learned on My Career Journey - Christopher Hunsberger, Appellation From Family Dinners to Hospitality Leadership: What I've Learned on My Career Journey - Christopher Hunsberger, Appellation In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation, shares how his family's love of food and hospitality shaped his early passion for the industry, the key lessons he learned from legendary mentors, and why embracing every opportunity can make all the difference in your career.

Listeners will learn:

  • How Christopher's mother influenced his love for food and hospitality (01:29)
  • The role his uncle played in his decision to pursue a career in hospitality (03:15)
  • Christopher's experience working in the hospitality industry before college (04:59)
  • The importance of learning through experiences and interacting with people (05:39)
  • Christopher's work-study program at the Boca Raton Hotel and Club (06:31)
  • The impact of mentors like Tom Wicke on Christopher's career (07:46)
  • Advice on selecting roles that maximize learning opportunities (09:48)

Mentions:

  • The Mayflower in Washington, D.C. (03:46)
  • The Plaza Hotel in New York (03:56)
  • Cornell University (04:18)
  • Boca Raton Hotel and Club (06:52)
  • John Morrison (07:14)
  • Tom Wicke (07:46)
  • Boca Raton Hotel Beach Club (08:38)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Christopher Hunsberger, co-founder and chief operating officer of Appellation, shares how his family's love of food and hospitality shaped his early passion for the industry, the key lessons he learned from legendary mentors, and why embracing every opportunity can make all the difference in your career.

Listeners will learn:

  • How Christopher's mother influenced his love for food and hospitality (01:29)
  • The role his uncle played in his decision to pursue a career in hospitality (03:15)
  • Christopher's experience working in the hospitality industry before college (04:59)
  • The importance of learning through experiences and interacting with people (05:39)
  • Christopher's work-study program at the Boca Raton Hotel and Club (06:31)
  • The impact of mentors like Tom Wicke on Christopher's career (07:46)
  • Advice on selecting roles that maximize learning opportunities (09:48)

Mentions:

  • The Mayflower in Washington, D.C. (03:46)
  • The Plaza Hotel in New York (03:56)
  • Cornell University (04:18)
  • Boca Raton Hotel and Club (06:52)
  • John Morrison (07:14)
  • Tom Wicke (07:46)
  • Boca Raton Hotel Beach Club (08:38)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christopher-hunsberger-career/ Josiah Mackenzie Buzzsprout-15832927 Sun, 29 Sep 2024 14:00:00 -0700 840 full false Why We Crave Hospitality (The Timeless Power of Attention) - Jennifer Krapp, The Indigo Road Hospitality Group Why We Crave Hospitality (The Timeless Power of Attention) - Jennifer Krapp, The Indigo Road Hospitality Group Jennifer Krapp is the head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares her insights on what makes great hospitality and why it's so important.

Listeners will learn:

  • What doesn't make great hospitality (00:48)
  • Why hospitality is attention (01:10)
  • Why hospitality is so important (02:06)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Jennifer Krapp is the head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares her insights on what makes great hospitality and why it's so important.

Listeners will learn:

  • What doesn't make great hospitality (00:48)
  • Why hospitality is attention (01:10)
  • Why hospitality is so important (02:06)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jennifer-krapp-hospitality/ Josiah Mackenzie Buzzsprout-15663042 Sun, 29 Sep 2024 01:00:00 -0700 358 full false How We Restored And Operate A Landmark Hotel with Love - Tely Nagle, The Drake Oak Brook How We Restored And Operate A Landmark Hotel with Love - Tely Nagle, The Drake Oak Brook In this episode, Tely Nagle, owner of The Drake Oak Brook, shares the inspiring story of purchasing and transforming a neglected historic Chicago area hotel into a Condé Nast award-winning property.

Listeners will learn:

  • The history of The Drake Oak Brook and its connection to the famous Drake Hotel in downtown Chicago (01:09)
  • The state of disrepair the hotel was in when Tely and her husband Jim purchased it in 2013 (04:01)
  • The renovation process and Tely's creative inspiration for restoring the hotel to its former glory while updating it with modern amenities (07:36)
  • The importance of hiring a good management company to handle infrastructure and people while focusing on the guest experience and design (15:35)
  • How Tely and Jim live on the property and are hands-on in every area of the business (16:42)
  • The hotel's partnership with Marriott International and becoming part of the Autograph Collection (19:34)
  • Tely's philosophy on delighting guests and creating a culture of love among team members (22:32)
  • The opening of their new restaurant, COA, which pays homage to Tely's Mexican heritage (28:50)

Mentions:

  • Gino DiRenzo, who managed The Drake Oak Brook from its opening in 1961 (02:36)
  • First Hospitality Group, the management company Tely hired to help run the hotel (14:50)
  • Marriott International and the Autograph Collection (19:45)
  • Coa, the hotel's new restaurant focusing on tequilas, mezcals, and Spanish-Mexican fusion cuisine (28:50)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Tely Nagle, owner of The Drake Oak Brook, shares the inspiring story of purchasing and transforming a neglected historic Chicago area hotel into a Condé Nast award-winning property.

Listeners will learn:

  • The history of The Drake Oak Brook and its connection to the famous Drake Hotel in downtown Chicago (01:09)
  • The state of disrepair the hotel was in when Tely and her husband Jim purchased it in 2013 (04:01)
  • The renovation process and Tely's creative inspiration for restoring the hotel to its former glory while updating it with modern amenities (07:36)
  • The importance of hiring a good management company to handle infrastructure and people while focusing on the guest experience and design (15:35)
  • How Tely and Jim live on the property and are hands-on in every area of the business (16:42)
  • The hotel's partnership with Marriott International and becoming part of the Autograph Collection (19:34)
  • Tely's philosophy on delighting guests and creating a culture of love among team members (22:32)
  • The opening of their new restaurant, COA, which pays homage to Tely's Mexican heritage (28:50)

Mentions:

  • Gino DiRenzo, who managed The Drake Oak Brook from its opening in 1961 (02:36)
  • First Hospitality Group, the management company Tely hired to help run the hotel (14:50)
  • Marriott International and the Autograph Collection (19:45)
  • Coa, the hotel's new restaurant focusing on tequilas, mezcals, and Spanish-Mexican fusion cuisine (28:50)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tely-nagle-the-drake/ Josiah Mackenzie Buzzsprout-15830225 Sat, 28 Sep 2024 01:00:00 -0700 2070 full false What Hotel Workers on Strike Told Me in San Francisco - Josiah Mackenzie What Hotel Workers on Strike Told Me in San Francisco - Josiah Mackenzie In this episode, hotel workers on strike in San Francisco share their experiences working in hotels recently, their reasons for striking, and the changes they hope to achieve.

Listeners will learn:

  • Why hotel workers feel management has stopped listening to them and what it's like "talking to a brick wall" (01:26)
  • How hotel workers' hours have shrunk while they're expected to do more with less people (01:58)
  • About the profits hotels have made, even during lockdown, and how that contrasts with their current negotiating position (02:53)
  • The challenges housekeepers face with fewer hours and dirtier rooms after the pandemic (04:42)
  • How rising costs in San Francisco make it difficult for hotel workers to survive on current wages (05:33)
  • How hotels are understaffing roles, forcing workers to take on multiple jobs (07:24)
  • Hotel workers' perspective that hotels have the profits to increase their pay but are being greedy (08:15)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, hotel workers on strike in San Francisco share their experiences working in hotels recently, their reasons for striking, and the changes they hope to achieve.

Listeners will learn:

  • Why hotel workers feel management has stopped listening to them and what it's like "talking to a brick wall" (01:26)
  • How hotel workers' hours have shrunk while they're expected to do more with less people (01:58)
  • About the profits hotels have made, even during lockdown, and how that contrasts with their current negotiating position (02:53)
  • The challenges housekeepers face with fewer hours and dirtier rooms after the pandemic (04:42)
  • How rising costs in San Francisco make it difficult for hotel workers to survive on current wages (05:33)
  • How hotels are understaffing roles, forcing workers to take on multiple jobs (07:24)
  • Hotel workers' perspective that hotels have the profits to increase their pay but are being greedy (08:15)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hotel-worker-strike/ Josiah Mackenzie Buzzsprout-15829847 Fri, 27 Sep 2024 14:00:00 -0700 808 full false Uncorking Collaboration: How Napa Valley's Tourism Strategy Can Boost Your Hospitality Business - Linsey Gallagher, Visit Napa Valley Uncorking Collaboration: How Napa Valley's Tourism Strategy Can Boost Your Hospitality Business - Linsey Gallagher, Visit Napa Valley In this episode, Linsey Gallagher, President & CEO of Visit Napa Valley, shares insights on how collaboration between destination marketing organizations and hospitality businesses can drive tourism and boost the industry.

Listeners will learn:

  • The economic impact of tourism in Napa Valley (01:09)
  • Opportunities for collaboration (05:33)
  • The various marketing channels and efforts Visit Napa Valley uses to promote the region (09:56)
  • How hotels and hospitality businesses in the area can work with Visit Napa Valley (14:10)
  • The importance of exceeding visitor expectations and delivering high-quality experiences (16:17)
  • Visit Napa Valley's focus on destination stewardship, sustainability, and staff training (18:42)

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Linsey Gallagher, President & CEO of Visit Napa Valley, shares insights on how collaboration between destination marketing organizations and hospitality businesses can drive tourism and boost the industry.

Listeners will learn:

  • The economic impact of tourism in Napa Valley (01:09)
  • Opportunities for collaboration (05:33)
  • The various marketing channels and efforts Visit Napa Valley uses to promote the region (09:56)
  • How hotels and hospitality businesses in the area can work with Visit Napa Valley (14:10)
  • The importance of exceeding visitor expectations and delivering high-quality experiences (16:17)
  • Visit Napa Valley's focus on destination stewardship, sustainability, and staff training (18:42)

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/visit-napa-valley/ Josiah Mackenzie Buzzsprout-15817667 Fri, 27 Sep 2024 01:00:00 -0700 1510 full false How "Dynamic Pay" Overcomes Staffing Challenges - Amy Smith and Rachel Paley, The Saratoga Arms Hotel How "Dynamic Pay" Overcomes Staffing Challenges - Amy Smith and Rachel Paley, The Saratoga Arms Hotel In this episode, Amy Smith, owner of the Saratoga Arms Hotel, and Rachel Paley, the hotel's general manager, share how they've implemented a variable pay program based on the concept of yield management to address staffing challenges.

Listeners will learn:

  • How the variable pay program at Saratoga Arms Hotel was developed and implemented (03:54)
  • The impact of the variable pay program on employee morale, recruitment, and retention (08:14)
  • Advice for others considering implementing a similar program (09:47)
  • Additional benefits and programs offered to employees at Saratoga Arms Hotel (10:54)

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Amy Smith, owner of the Saratoga Arms Hotel, and Rachel Paley, the hotel's general manager, share how they've implemented a variable pay program based on the concept of yield management to address staffing challenges.

Listeners will learn:

  • How the variable pay program at Saratoga Arms Hotel was developed and implemented (03:54)
  • The impact of the variable pay program on employee morale, recruitment, and retention (08:14)
  • Advice for others considering implementing a similar program (09:47)
  • Additional benefits and programs offered to employees at Saratoga Arms Hotel (10:54)

Also see:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dynamic-pay-saratoga-arms-hotel/ Josiah Mackenzie Buzzsprout-15782796 Thu, 26 Sep 2024 01:00:00 -0700 1005 full false The Next Wave of Hospitality: Trends, Brands, and Innovation - Bashar Wali, Practice Hospitality The Next Wave of Hospitality: Trends, Brands, and Innovation - Bashar Wali, Practice Hospitality In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares his perspective on what makes a compelling hospitality brand and the opportunities for innovation in the industry today.

Listeners will learn:

  • How to balance aesthetics and profitability in hotel design (01:34)
  • The importance of having a "face" and soul behind a hospitality brand (03:51)
  • Why large hotel companies are acquiring founder-led brands (06:44)
  • The opportunity for entrepreneurs with fresh ideas to enter the hospitality space (08:12)

Mentions:

  • Chiltern Firehouse (02:16)
  • André Balazs (02:16)
  • Liz Lambert (03:31)
  • Chip Conley (03:41)
  • Bill Kimpton (04:06)
  • Ian Schrager (04:06)
  • Kit Kemp (04:06)
  • Airbnb (04:17)
  • Hilton (04:27)
  • Marriott (05:09)
  • Arne Sorensen (06:10)
  • Accor Hotels (06:31)
  • Nike (06:41)
  • Ennismore (07:05)
  • Sharan Pasricha (07:05)
  • SLS (07:15)
  • Graduate Hotels (07:39)
  • Nomad (07:39)
  • Dream (07:39)
  • Standard (07:39)
  • Hyatt (07:39)
  • 21C (08:12)
  • Ben Weprin (10:19)

If you liked this, you'll love the other part of my conversation with Bashar: How To Stand Out And Win With The Art of Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares his perspective on what makes a compelling hospitality brand and the opportunities for innovation in the industry today.

Listeners will learn:

  • How to balance aesthetics and profitability in hotel design (01:34)
  • The importance of having a "face" and soul behind a hospitality brand (03:51)
  • Why large hotel companies are acquiring founder-led brands (06:44)
  • The opportunity for entrepreneurs with fresh ideas to enter the hospitality space (08:12)

Mentions:

  • Chiltern Firehouse (02:16)
  • André Balazs (02:16)
  • Liz Lambert (03:31)
  • Chip Conley (03:41)
  • Bill Kimpton (04:06)
  • Ian Schrager (04:06)
  • Kit Kemp (04:06)
  • Airbnb (04:17)
  • Hilton (04:27)
  • Marriott (05:09)
  • Arne Sorensen (06:10)
  • Accor Hotels (06:31)
  • Nike (06:41)
  • Ennismore (07:05)
  • Sharan Pasricha (07:05)
  • SLS (07:15)
  • Graduate Hotels (07:39)
  • Nomad (07:39)
  • Dream (07:39)
  • Standard (07:39)
  • Hyatt (07:39)
  • 21C (08:12)
  • Ben Weprin (10:19)

If you liked this, you'll love the other part of my conversation with Bashar: How To Stand Out And Win With The Art of Hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/next-wave-hospitality/ Josiah Mackenzie Buzzsprout-15789566 Wed, 25 Sep 2024 01:00:00 -0700 840 full false How To Win With The Art of Hospitality - Bashar Wali, Practice Hospitality How To Win With The Art of Hospitality - Bashar Wali, Practice Hospitality In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares why "shock and awe" tactics often fall flat and why simple gestures can elevate the ordinary into something memorable.

Listeners will learn:

  • Why true loyalty isn't earned with points but with something far more profound that taps into our human nature 
  • What we can learn from the world of theater 
  • Why it's easier than ever to build guest relationships
  • The importance of being nice and training employees on emotional intelligence, self-awareness, and empathy
  • How hotels can use technology to remove friction and create opportunities for meaningful engagement 

Mentions:

  • Aman New York (15:44)
  • Fifth Avenue Hotel NYC (15:55)
  • RH Guesthouse (16:05)
  • Faena Hotel New York (16:08)
  • W Hotel Bangkok (03:16)
  • American Airlines Concierge Key program (07:38)
  • The Hollywood Roosevelt Hotel (06:35)
  • Les Schwab Tire Company (16:55)
  • Peninsula Hotel Beverly Hills (21:58)
  • Marriott Hotels (22:50)
  • Nike (25:25)
  • Maslow's Hierarchy of Needs (27:29 and 31:11)
  • Starbucks (32:14)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares why "shock and awe" tactics often fall flat and why simple gestures can elevate the ordinary into something memorable.

Listeners will learn:

  • Why true loyalty isn't earned with points but with something far more profound that taps into our human nature 
  • What we can learn from the world of theater 
  • Why it's easier than ever to build guest relationships
  • The importance of being nice and training employees on emotional intelligence, self-awareness, and empathy
  • How hotels can use technology to remove friction and create opportunities for meaningful engagement 

Mentions:

  • Aman New York (15:44)
  • Fifth Avenue Hotel NYC (15:55)
  • RH Guesthouse (16:05)
  • Faena Hotel New York (16:08)
  • W Hotel Bangkok (03:16)
  • American Airlines Concierge Key program (07:38)
  • The Hollywood Roosevelt Hotel (06:35)
  • Les Schwab Tire Company (16:55)
  • Peninsula Hotel Beverly Hills (21:58)
  • Marriott Hotels (22:50)
  • Nike (25:25)
  • Maslow's Hierarchy of Needs (27:29 and 31:11)
  • Starbucks (32:14)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/bashar-wali-art-of-hospitality/ Josiah Mackenzie Buzzsprout-15788844 Tue, 24 Sep 2024 01:00:00 -0700 2162 full false J.D. Power: What's Changing in Guest Satisfaction Now - Andrea Stokes J.D. Power: What's Changing in Guest Satisfaction Now - Andrea Stokes In this episode, Andrea Stokes, practice lead for hospitality at J.D. Power, shares insights from the latest J.D. Power research.

Listeners will learn:

  • How higher room rates are impacting guest satisfaction and value perception (00:28)
  • The importance of service, personalization, and property upkeep in driving guest satisfaction (01:11)
  • How third-party managed hotels are outperforming brand-managed or owner-managed properties (04:03)
  • The role of technology and mobile apps in enhancing guest experiences (16:20)
  • Why food and beverage service is becoming increasingly important for guest satisfaction (26:32)

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Andrea Stokes, practice lead for hospitality at J.D. Power, shares insights from the latest J.D. Power research.

Listeners will learn:

  • How higher room rates are impacting guest satisfaction and value perception (00:28)
  • The importance of service, personalization, and property upkeep in driving guest satisfaction (01:11)
  • How third-party managed hotels are outperforming brand-managed or owner-managed properties (04:03)
  • The role of technology and mobile apps in enhancing guest experiences (16:20)
  • Why food and beverage service is becoming increasingly important for guest satisfaction (26:32)

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jd-power-2024/ Buzzsprout-15782061 Mon, 23 Sep 2024 01:00:00 -0700 1971 full false Lead with Listening (And Master the Art of Mentorship) - Stuart Greif, Forbes Travel Guide Lead with Listening (And Master the Art of Mentorship) - Stuart Greif, Forbes Travel Guide In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his insights on the power of leading with listening and the importance of understanding what's going on in the lives of the people on your team to unlock their potential.

Listeners will learn:

  • The importance of asking questions and understanding what's going on in someone's life before giving advice (01:49)
  • How to flex and accommodate team members' personal lives and routines (03:05)
  • The value of learning from mentors in various forms, including working relationships and observing how others operate (04:03)
  • The concept of being a "learn-it-all" rather than a "know-it-all" and learning from people at all levels (05:10)
  • The benefits of "reverse mentorship" and learning from younger team members (05:41)
  • How to bridge the gap between people with different experiences and perspectives in an organizational context (06:48)
  • The importance of creating time and space for connecting as human beings and encouraging diverse teams (07:49)

Mentions:

  • Satya Nadella, CEO of Microsoft (05:21)
  • Chip Conley (06:23)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his insights on the power of leading with listening and the importance of understanding what's going on in the lives of the people on your team to unlock their potential.

Listeners will learn:

  • The importance of asking questions and understanding what's going on in someone's life before giving advice (01:49)
  • How to flex and accommodate team members' personal lives and routines (03:05)
  • The value of learning from mentors in various forms, including working relationships and observing how others operate (04:03)
  • The concept of being a "learn-it-all" rather than a "know-it-all" and learning from people at all levels (05:10)
  • The benefits of "reverse mentorship" and learning from younger team members (05:41)
  • How to bridge the gap between people with different experiences and perspectives in an organizational context (06:48)
  • The importance of creating time and space for connecting as human beings and encouraging diverse teams (07:49)

Mentions:

  • Satya Nadella, CEO of Microsoft (05:21)
  • Chip Conley (06:23)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/stuart-grief-mentorship/ Josiah Mackenzie Buzzsprout-15788972 Sun, 22 Sep 2024 01:00:00 -0700 735 full false From Prison to Hospitality: My Journey - Wayne Boatwright From Prison to Hospitality: My Journey - Wayne Boatwright In this episode, Wayne Boatwright shares his powerful story of redemption and his challenges while reentering society and the workforce. Listeners will learn:

  • How Wayne's life took a dramatic turn to spending time in San Quentin, one of California's most notorious prisons (00:21)
  • The challenges Wayne encountered when trying to find housing and employment after being released from prison (27:06)
  • Wayne's experience working in the hospitality industry (32:13)
  • The importance of meeting formerly incarcerated individuals where they are and helping them transition (40:35)
  • Practical reasons for hiring formerly incarcerated people (47:28)

Links:

If you appreciated this conversation, also check out these episodes:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Wayne Boatwright shares his powerful story of redemption and his challenges while reentering society and the workforce. Listeners will learn:

  • How Wayne's life took a dramatic turn to spending time in San Quentin, one of California's most notorious prisons (00:21)
  • The challenges Wayne encountered when trying to find housing and employment after being released from prison (27:06)
  • Wayne's experience working in the hospitality industry (32:13)
  • The importance of meeting formerly incarcerated individuals where they are and helping them transition (40:35)
  • Practical reasons for hiring formerly incarcerated people (47:28)

Links:

If you appreciated this conversation, also check out these episodes:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/wayne-boatwright/ Josiah Mackenzie Buzzsprout-15769387 Sat, 21 Sep 2024 01:00:00 -0700 3679 full false How Art Drives Hotel Revenue and Community - Denise Joseph, NINE dot ARTS How Art Drives Hotel Revenue and Community - Denise Joseph, NINE dot ARTS In this episode, Denise Joseph, Director of Curatorial at NINE dot ARTS, shares how art can transform hospitality spaces, create local connections, and boost the bottom line for hotels and resorts.

Listeners will learn:

  • The role of a curator in selecting and implementing art for hospitality spaces [02:26]
  • How art drives both social and financial impact in the hospitality industry [10:50]
  • The importance of integrating art early in the hotel design process [12:59]
  • Advice for hospitality businesses looking to bring art into their properties [17:37]
  • The future of art in the hospitality industry in the next 5-10 years [22:57]

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Denise Joseph, Director of Curatorial at NINE dot ARTS, shares how art can transform hospitality spaces, create local connections, and boost the bottom line for hotels and resorts.

Listeners will learn:

  • The role of a curator in selecting and implementing art for hospitality spaces [02:26]
  • How art drives both social and financial impact in the hospitality industry [10:50]
  • The importance of integrating art early in the hotel design process [12:59]
  • Advice for hospitality businesses looking to bring art into their properties [17:37]
  • The future of art in the hospitality industry in the next 5-10 years [22:57]

Mentions:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/denise-joseph-nine-dot-arts/ Buzzsprout-15713154 Fri, 20 Sep 2024 01:00:00 -0700 2026 full false The Most Beautiful Thing That Ever Happened To Me - Horst Schulze The Most Beautiful Thing That Ever Happened To Me - Horst Schulze This is part of our series with Horst Schulze - listen to our other episodes here.

In this episode, legendary hotelier Horst Schulze shares his deeply personal journey of facing death years ago and how it completely reshaped his approach to excellence, purpose, and the power of intent in every aspect of his life and work.

Listeners will learn:

  • How receiving a diagnosis from doctors changed Schulze's perspective (01:01)
  • Why excellence is not an accident (03:04)
  • The importance of having a vision and higher purpose (03:58)
  • How Schulze questions his intent to contribute as much as possible (05:39)
  • The value of offering wisdom and experiences in the later stages of life (06:10)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This is part of our series with Horst Schulze - listen to our other episodes here.

In this episode, legendary hotelier Horst Schulze shares his deeply personal journey of facing death years ago and how it completely reshaped his approach to excellence, purpose, and the power of intent in every aspect of his life and work.

Listeners will learn:

  • How receiving a diagnosis from doctors changed Schulze's perspective (01:01)
  • Why excellence is not an accident (03:04)
  • The importance of having a vision and higher purpose (03:58)
  • How Schulze questions his intent to contribute as much as possible (05:39)
  • The value of offering wisdom and experiences in the later stages of life (06:10)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/horst-schulze-diagnosis/ Josiah Mackenzie Buzzsprout-15742052 Thu, 19 Sep 2024 01:00:00 -0700 578 full false What's Changed in Hospitality Since The Ritz-Carlton Was Founded - Horst Schulze What's Changed in Hospitality Since The Ritz-Carlton Was Founded - Horst Schulze This is part of our series with Horst Schulze - listen to our other episodes here.

In this episode, Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares his insights on the changing face of luxury, the critical importance of individualization, and why the art of welcoming guests is more crucial than ever in our world today.

Listeners will learn:

  • How luxury has changed (01:05)
  • How guest expectations have changed (02:32)
  • What constitutes a good welcome (03:34)
  • The true meaning of hospitality (04:45)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This is part of our series with Horst Schulze - listen to our other episodes here.

In this episode, Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares his insights on the changing face of luxury, the critical importance of individualization, and why the art of welcoming guests is more crucial than ever in our world today.

Listeners will learn:

  • How luxury has changed (01:05)
  • How guest expectations have changed (02:32)
  • What constitutes a good welcome (03:34)
  • The true meaning of hospitality (04:45)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/horst-schulze-hospitality/ Josiah Mackenzie Buzzsprout-15742050 Wed, 18 Sep 2024 01:00:00 -0700 518 full false Ritz-Carlton Founder: The Story Behind "Ladies and Gentlemen serving Ladies and Gentlemen" (And Its Power Today) - Horst Schulze Ritz-Carlton Founder: The Story Behind "Ladies and Gentlemen serving Ladies and Gentlemen" (And Its Power Today) - Horst Schulze This is part of our series with Horst Schulze - listen to our other episodes here.

In this episode, Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares the story behind the iconic phrase "Ladies and Gentlemen Serving Ladies and Gentlemen" and how it can transform your approach to hiring, training, and creating a purposeful work environment.

Listeners will learn:

  • How Horst developed the concept of "Ladies and Gentlemen serving Ladies and Gentlemen" at just 16 years old (01:00)
  • Why the phrase resonates so deeply in the hospitality industry and the importance of respecting and honoring people (02:58)
  • The significance of defining oneself as a professional in the profession of service, rather than a servant (04:36)
  • The importance of selecting the right people and treating them as human beings with feelings and thoughts, inviting them to join a common purpose (06:39)
  • The difference between a mission statement and a true purpose, and why organizations should focus on the latter (08:04)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This is part of our series with Horst Schulze - listen to our other episodes here.

In this episode, Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares the story behind the iconic phrase "Ladies and Gentlemen Serving Ladies and Gentlemen" and how it can transform your approach to hiring, training, and creating a purposeful work environment.

Listeners will learn:

  • How Horst developed the concept of "Ladies and Gentlemen serving Ladies and Gentlemen" at just 16 years old (01:00)
  • Why the phrase resonates so deeply in the hospitality industry and the importance of respecting and honoring people (02:58)
  • The significance of defining oneself as a professional in the profession of service, rather than a servant (04:36)
  • The importance of selecting the right people and treating them as human beings with feelings and thoughts, inviting them to join a common purpose (06:39)
  • The difference between a mission statement and a true purpose, and why organizations should focus on the latter (08:04)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ladies-and-gentlemen/ Josiah Mackenzie Buzzsprout-15742049 Tue, 17 Sep 2024 01:00:00 -0700 689 full false Start Here To Achieve Greatness - Horst Schulze Start Here To Achieve Greatness - Horst Schulze This is part of our series with Horst Schulze - listen to our other episodes here.

In this episode, Horst Schulze, the legendary co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts, shares his wisdom about excellence in hospitality, leadership, and life.

Listeners will learn:

  • The importance of starting with intent, vision, and purpose (01:03)
  • How actions follow intent and the consequences of being purposeless (01:24)
  • The necessity for leaders to question if their intent is of value for all concerned (02:39)
  • The process of creating a compelling vision that people want to join (03:14)
  • The role of dreaming in defining excellence and ultimate aspirations (04:38)
  • How personal decisions and actions define oneself (05:41)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This is part of our series with Horst Schulze - listen to our other episodes here.

In this episode, Horst Schulze, the legendary co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts, shares his wisdom about excellence in hospitality, leadership, and life.

Listeners will learn:

  • The importance of starting with intent, vision, and purpose (01:03)
  • How actions follow intent and the consequences of being purposeless (01:24)
  • The necessity for leaders to question if their intent is of value for all concerned (02:39)
  • The process of creating a compelling vision that people want to join (03:14)
  • The role of dreaming in defining excellence and ultimate aspirations (04:38)
  • How personal decisions and actions define oneself (05:41)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/horst-shulze-excellence/ Josiah Mackenzie Buzzsprout-15742036 Mon, 16 Sep 2024 01:00:00 -0700 536 full false My Story Meeting Horst Schulze, Creator of The Ritz-Carlton and Capella - Josiah Mackenzie My Story Meeting Horst Schulze, Creator of The Ritz-Carlton and Capella - Josiah Mackenzie In this episode, I share what it was like meeting Horst Schulze, the co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts - both of which reached #1 in the world.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, I share what it was like meeting Horst Schulze, the co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts - both of which reached #1 in the world.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/meeting-horst-schulze/ Josiah Mackenzie Buzzsprout-15744376 Sun, 15 Sep 2024 11:00:00 -0700 399 full false How to Accelerate Your Career in Hospitality Through Learning and Personal Growth - Tal Shnall, The Joule How to Accelerate Your Career in Hospitality Through Learning and Personal Growth - Tal Shnall, The Joule In this episode, Tal Shnall (IG: @TalShnall), Learning and Development Manager at The Joule - a luxury hotel in Dallas - reveals why personal and professional growth is essential for you and your team, and how to make it a priority.

Listeners will learn:

  • Tal's story of rising through the ranks from hotel operations to leadership. (00:51)
  • How Tal's career trajectory wasn't linear, and the challenges he faced along the way. (06:15)
  • The importance of personal growth and development, and how Tal invested in himself by reading books and learning from mentors. (11:28)
  • How Tal's experience as a John Maxwell coach shaped his approach to leadership and growth. (20:54)
  • The components of the learning and development program Tal oversees at The Joule, and how he structures it for employees. (29:31)
  • Where Tal sees the hospitality industry going in the next 10 years. (34:27)
  • How the skills learned in hospitality, such as emotional intelligence and relationship building, can be applied to your personal life as well. (43:12)
  • Tal's recommended resource for personal and professional growth. (46:18)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Tal Shnall (IG: @TalShnall), Learning and Development Manager at The Joule - a luxury hotel in Dallas - reveals why personal and professional growth is essential for you and your team, and how to make it a priority.

Listeners will learn:

  • Tal's story of rising through the ranks from hotel operations to leadership. (00:51)
  • How Tal's career trajectory wasn't linear, and the challenges he faced along the way. (06:15)
  • The importance of personal growth and development, and how Tal invested in himself by reading books and learning from mentors. (11:28)
  • How Tal's experience as a John Maxwell coach shaped his approach to leadership and growth. (20:54)
  • The components of the learning and development program Tal oversees at The Joule, and how he structures it for employees. (29:31)
  • Where Tal sees the hospitality industry going in the next 10 years. (34:27)
  • How the skills learned in hospitality, such as emotional intelligence and relationship building, can be applied to your personal life as well. (43:12)
  • Tal's recommended resource for personal and professional growth. (46:18)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tal-shnall/ Josiah Mackenzie Buzzsprout-15743723 Sun, 15 Sep 2024 01:00:00 -0700 3050 full false Fun, Creative Ways to Delight Guests for Free (Or Close To It) - Josiah Mackenzie Fun, Creative Ways to Delight Guests for Free (Or Close To It) - Josiah Mackenzie In this solo episode, I share my experiences and observations from my recent vacation in Paris, focusing on small things hotels can do to help guests immerse themselves in their location and enhance their satisfaction.

Listeners will learn:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this solo episode, I share my experiences and observations from my recent vacation in Paris, focusing on small things hotels can do to help guests immerse themselves in their location and enhance their satisfaction.

Listeners will learn:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/guest-amenities-immersion/ Josiah Mackenzie Buzzsprout-15744332 Sat, 14 Sep 2024 01:00:00 -0700 842 full false How Do You Stay in Love? (Josiah Mackenzie) How Do You Stay in Love? (Josiah Mackenzie) In this episode, I share my thoughts on staying in love with the work of hospitality and ask you to share your own experiences and insights on this. (DM me on LinkedIn!)

In this, I cover:

  • The importance of viewing hospitality as a craft and the love that goes into it (00:31)
  • The challenge of staying in love with hospitality work (02:38)
  • How I try to disconnect and restore (04:04)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, I share my thoughts on staying in love with the work of hospitality and ask you to share your own experiences and insights on this. (DM me on LinkedIn!)

In this, I cover:

  • The importance of viewing hospitality as a craft and the love that goes into it (00:31)
  • The challenge of staying in love with hospitality work (02:38)
  • How I try to disconnect and restore (04:04)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/stay-in-love/ Josiah Mackenzie Buzzsprout-15744055 Fri, 13 Sep 2024 10:00:00 -0700 536 full false What It's Like Hosting Manchester United, the All Blacks & the Lionesses - Claire Llewellin-Davis, The Lensbury Resort What It's Like Hosting Manchester United, the All Blacks & the Lionesses - Claire Llewellin-Davis, The Lensbury Resort In this episode, Claire Llewellin-Davis, General Manager at The Lensbury Resort, shares her experience hosting elite sports teams like Manchester United, the All Blacks, and the Lionesses. Listeners will learn:

  • How the Lensbury Resort differentiates itself by hosting elite sports teams (01:08)
  • The importance of providing the right food and beverage offerings, working closely with the teams' nutritionists and chefs to meet precise dietary requirements (03:54)
  • The logistical challenges of hosting teams, such as accommodating their equipment and adapting to last-minute changes in their routines (04:36)
  • The need for discretion when hosting high-profile teams (05:40)
  • The quick thinking required to manage crowds and ensure the teams' privacy while moving through the property (06:35)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Claire Llewellin-Davis, General Manager at The Lensbury Resort, shares her experience hosting elite sports teams like Manchester United, the All Blacks, and the Lionesses. Listeners will learn:

  • How the Lensbury Resort differentiates itself by hosting elite sports teams (01:08)
  • The importance of providing the right food and beverage offerings, working closely with the teams' nutritionists and chefs to meet precise dietary requirements (03:54)
  • The logistical challenges of hosting teams, such as accommodating their equipment and adapting to last-minute changes in their routines (04:36)
  • The need for discretion when hosting high-profile teams (05:40)
  • The quick thinking required to manage crowds and ensure the teams' privacy while moving through the property (06:35)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/claire-llewellin-hosting/ Josiah Mackenzie Buzzsprout-15743746 Fri, 13 Sep 2024 01:00:00 -0700 622 full false Applying Military Leadership Skills to Hospitality - Claire Llewellin-Davis, The Lensbury Resort Applying Military Leadership Skills to Hospitality - Claire Llewellin-Davis, The Lensbury Resort In this episode, Claire Llewellin-Davis, General Manager at The Lensbury Resort, shares her journey from the military to hospitality and discusses the transformation of The Lensbury.

Listeners will learn:

  • How Claire's experience in the military, including staying calm under pressure during an attack in Afghanistan, equipped her with skills transferable to the hospitality industry. 
  • Why the military is a great place to recruit hardworking, genuine, and adaptable people for the hospitality industry. 
  • What attracted Claire to the hospitality industry, including the ability to have an instant impact on people's lives and create good experiences. 
  • The fascinating backstory of The Lensbury, from its origins as a Shell sports club in the 1920s to its current transformation under new ownership.
  • The importance of bringing people along on the journey of transforming The Lensbury, including recruiting individuals comfortable with change and openly communicating the vision and strategy to the team. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Claire Llewellin-Davis, General Manager at The Lensbury Resort, shares her journey from the military to hospitality and discusses the transformation of The Lensbury.

Listeners will learn:

  • How Claire's experience in the military, including staying calm under pressure during an attack in Afghanistan, equipped her with skills transferable to the hospitality industry. 
  • Why the military is a great place to recruit hardworking, genuine, and adaptable people for the hospitality industry. 
  • What attracted Claire to the hospitality industry, including the ability to have an instant impact on people's lives and create good experiences. 
  • The fascinating backstory of The Lensbury, from its origins as a Shell sports club in the 1920s to its current transformation under new ownership.
  • The importance of bringing people along on the journey of transforming The Lensbury, including recruiting individuals comfortable with change and openly communicating the vision and strategy to the team. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/claire-llewellin-davis/ Josiah Mackenzie Buzzsprout-15735621 Thu, 12 Sep 2024 01:00:00 -0700 948 full false What It Takes To Get Stuff Done And Succeed in Hospitality Leadership - Jennifer Krapp, The Indigo Road Hospitality Group What It Takes To Get Stuff Done And Succeed in Hospitality Leadership - Jennifer Krapp, The Indigo Road Hospitality Group This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares what she's learned it takes to lead and succeed in hospitality.

Listeners will learn:

  • The importance of holding people accountable while still making them feel respected and motivated to learn (00:46)
  • How to communicate effectively when holding others to a standard without hurting their feelings (01:49)
  • The necessity of taking immediate action and following through on tasks to avoid being overwhelmed (02:19)
  • How being reliable and getting things done for your team builds trust and integrity (03:00)
  • The value of being part of a team where everyone is pushing themselves to be better and working towards the same goals (03:42)
  • How being surrounded by motivated and inspiring people can drive you to improve and step up your own game (04:26)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares what she's learned it takes to lead and succeed in hospitality.

Listeners will learn:

  • The importance of holding people accountable while still making them feel respected and motivated to learn (00:46)
  • How to communicate effectively when holding others to a standard without hurting their feelings (01:49)
  • The necessity of taking immediate action and following through on tasks to avoid being overwhelmed (02:19)
  • How being reliable and getting things done for your team builds trust and integrity (03:00)
  • The value of being part of a team where everyone is pushing themselves to be better and working towards the same goals (03:42)
  • How being surrounded by motivated and inspiring people can drive you to improve and step up your own game (04:26)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jennifer-krapp-mentality/ Josiah Mackenzie Buzzsprout-15662838 Wed, 11 Sep 2024 01:00:00 -0700 466 full false The Ripple Effect: How Internal Hospitality Transforms Culture - Jennifer Krapp, The Indigo Road Hospitality Group The Ripple Effect: How Internal Hospitality Transforms Culture - Jennifer Krapp, The Indigo Road Hospitality Group This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares her insights on the importance of showing hospitality to your teams.

Listeners will learn:

  • The impact of showing genuine care for staff during challenging times (01:05)
  • How creating special moments for team members can boost morale and loyalty (02:15)
  • "Hospitality U" and its role in employee development (03:42)
  • The importance of personalized attention and mentorship in hospitality training (06:15)
  • How their "Lasting Impressions" program fosters a culture of surprise and delight (07:45)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares her insights on the importance of showing hospitality to your teams.

Listeners will learn:

  • The impact of showing genuine care for staff during challenging times (01:05)
  • How creating special moments for team members can boost morale and loyalty (02:15)
  • "Hospitality U" and its role in employee development (03:42)
  • The importance of personalized attention and mentorship in hospitality training (06:15)
  • How their "Lasting Impressions" program fosters a culture of surprise and delight (07:45)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jennifer-krapp-hospitality-team/ Josiah Mackenzie Buzzsprout-15663049 Tue, 10 Sep 2024 01:00:00 -0700 674 full false The Art of Mentorship (Why Hospitality Can't Be Taught Online) - Jennifer Krapp, The Indigo Road Hospitality Group The Art of Mentorship (Why Hospitality Can't Be Taught Online) - Jennifer Krapp, The Indigo Road Hospitality Group This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here if you missed it. In this episode, she shares her insights on mentorship and the best way to learn hospitality.

Listeners will learn:

  • How Steve Palmer, the company's founder and chief vision officer, makes people feel seen and heard (00:51)
  • The importance of in-person learning and mentorship (02:40)
  • The value of face-to-face conversations and taking the time to meet with people in person (03:57)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here if you missed it. In this episode, she shares her insights on mentorship and the best way to learn hospitality.

Listeners will learn:

  • How Steve Palmer, the company's founder and chief vision officer, makes people feel seen and heard (00:51)
  • The importance of in-person learning and mentorship (02:40)
  • The value of face-to-face conversations and taking the time to meet with people in person (03:57)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jennifer-krapp-mentorship/ Josiah Mackenzie Buzzsprout-15662822 Mon, 09 Sep 2024 01:00:00 -0700 444 full false Breaking The Burnout Cycle: What I've Learned About Sustainable Career Success in Hospitality - Jennifer Krapp, The Indigo Road Hospitality Group Breaking The Burnout Cycle: What I've Learned About Sustainable Career Success in Hospitality - Jennifer Krapp, The Indigo Road Hospitality Group In this episode, Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group, shares her journey in hospitality and the importance of self-care in avoiding burnout.

Listeners will learn:

  • How Jennifer's love for hospitality and acts of service started at a young age (01:43)
  • The inflection point in her career that put her on the path to where she is today (04:28)
  • How Jennifer kept going and led her team through a major setback (06:27)
  • The importance of mindset and resilience in handling challenges (07:08)
  • Jennifer's role at The Indigo Road Hospitality Group and her experience opening 14 restaurants in three and a half years (09:26)
  • Her personal experience with burnout and the steps she took to recover (10:09)
  • The daily practices Jennifer has implemented to avoid burnout, such as morning exercise and setting boundaries between work and home life (11:49)
  • The importance of making time for self-care (14:57)

If you enjoyed this, check out my other episodes with leaders from The Indigo Road Hospitality Group, including:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group, shares her journey in hospitality and the importance of self-care in avoiding burnout.

Listeners will learn:

  • How Jennifer's love for hospitality and acts of service started at a young age (01:43)
  • The inflection point in her career that put her on the path to where she is today (04:28)
  • How Jennifer kept going and led her team through a major setback (06:27)
  • The importance of mindset and resilience in handling challenges (07:08)
  • Jennifer's role at The Indigo Road Hospitality Group and her experience opening 14 restaurants in three and a half years (09:26)
  • Her personal experience with burnout and the steps she took to recover (10:09)
  • The daily practices Jennifer has implemented to avoid burnout, such as morning exercise and setting boundaries between work and home life (11:49)
  • The importance of making time for self-care (14:57)

If you enjoyed this, check out my other episodes with leaders from The Indigo Road Hospitality Group, including:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jennifer-krapp/ Josiah Mackenzie Buzzsprout-15663041 Sun, 08 Sep 2024 01:00:00 -0700 1136 full false Success Secrets from Top Hospitality Leaders - Micah Solomon Success Secrets from Top Hospitality Leaders - Micah Solomon In this episode, Micah Solomon, author, speaker, and customer experience expert, shares lessons he's learned from top hospitality leaders.

  • 00:44 - The importance of instant correction, as taught by Patrick O'Connell, head of the Inn at Little Washington
  • 02:00 - How empowerment is not just a token gesture but a crucial part of an employee's duties, as taught by Hervé Humler at the Ritz-Carlton
  • 03:03 - The value of proactive service, as demonstrated in a story from Horst Schulze, another founder of the Ritz-Carlton

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Micah Solomon, author, speaker, and customer experience expert, shares lessons he's learned from top hospitality leaders.

  • 00:44 - The importance of instant correction, as taught by Patrick O'Connell, head of the Inn at Little Washington
  • 02:00 - How empowerment is not just a token gesture but a crucial part of an employee's duties, as taught by Hervé Humler at the Ritz-Carlton
  • 03:03 - The value of proactive service, as demonstrated in a story from Horst Schulze, another founder of the Ritz-Carlton

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/micah-solomon-leaders/ Josiah Mackenzie Buzzsprout-15662246 Fri, 06 Sep 2024 01:00:00 -0700 420 full false Building A Culture of "Yes" - Micah Solomon Building A Culture of "Yes" - Micah Solomon In this episode, Micah Solomon shares advice for hospitality leaders on creating a culture that empowers employees to delight guests.

Listeners will learn:

  • The importance of proper employee selection, considering both technical skills and interpersonal abilities (00:50)
  • How to create a culture where exceptional performance becomes "how it's done around here" (01:44)
  • The impact of senior leadership and veteran employees on setting the tone for new hires (02:26)
  • How Apple Stores learned from the hospitality industry to provide exceptional customer service (04:21)
  • The role of training and a "culture of yes" in fostering employee excitement and customer-centric behavior (05:46)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Micah Solomon shares advice for hospitality leaders on creating a culture that empowers employees to delight guests.

Listeners will learn:

  • The importance of proper employee selection, considering both technical skills and interpersonal abilities (00:50)
  • How to create a culture where exceptional performance becomes "how it's done around here" (01:44)
  • The impact of senior leadership and veteran employees on setting the tone for new hires (02:26)
  • How Apple Stores learned from the hospitality industry to provide exceptional customer service (04:21)
  • The role of training and a "culture of yes" in fostering employee excitement and customer-centric behavior (05:46)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/micah-solomon-culture/ Josiah Mackenzie Buzzsprout-15662248 Thu, 05 Sep 2024 01:00:00 -0700 555 full false The Power of Presence for Creating Guest Experience - Micah Solomon The Power of Presence for Creating Guest Experience - Micah Solomon In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on creating memorable experiences for guests and customers through the power of presence.

Listeners will learn:

  • The importance of giving customers your full attention and stopping conversations with colleagues when a customer approaches (01:43)
  • Understanding the dislocated state of mind customers are in, especially in the hospitality industry, and the need for empathy (02:43)
  • Avoiding overused questions and instead asking fresh, engaging questions (04:26)
  • The significance of attentiveness, creativity, and having enough staff to provide exceptional service (06:00)
  • The Ritz-Carlton's approach to empowering staff to create "wow" experiences for guests (06:25)
  • An example of The Ritz-Carlton, Dove Mountain going above and beyond to create a memorable Hobbit-themed experience for a guest's birthday (07:18)
  • The importance of recognizing when it's not the right time for a "wow" experience (09:13)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on creating memorable experiences for guests and customers through the power of presence.

Listeners will learn:

  • The importance of giving customers your full attention and stopping conversations with colleagues when a customer approaches (01:43)
  • Understanding the dislocated state of mind customers are in, especially in the hospitality industry, and the need for empathy (02:43)
  • Avoiding overused questions and instead asking fresh, engaging questions (04:26)
  • The significance of attentiveness, creativity, and having enough staff to provide exceptional service (06:00)
  • The Ritz-Carlton's approach to empowering staff to create "wow" experiences for guests (06:25)
  • An example of The Ritz-Carlton, Dove Mountain going above and beyond to create a memorable Hobbit-themed experience for a guest's birthday (07:18)
  • The importance of recognizing when it's not the right time for a "wow" experience (09:13)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/micah-solomon-presence/ Josiah Mackenzie Buzzsprout-15662254 Wed, 04 Sep 2024 01:00:00 -0700 741 full false The Importance of Service to Stand Out - Micah Solomon The Importance of Service to Stand Out - Micah Solomon In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on the importance of service in the hospitality industry and how businesses can stand out, drive word of mouth, and succeed.

  • Examples of service excellence (01:06) - How companies like Ritz-Carlton and Audi of America use exceptional service as a competitive advantage.
  • The impact of word of mouth (01:58) - How word of mouth and online reviews influence customer decisions and the importance of creating memorable customer experiences.
  • Challenges and opportunities in hospitality 04:21) - Observations on the hospitality industry over the past five years, including the impact of COVID-19 and rising customer expectations.
  • Cost-effective ways to improve service (05:35) - Strategies for improving service without significant capital investment, such as focusing on customer interactions and avoiding ineffective cost-cutting measures like check-in kiosks.
  • Personalized guest experiences (06:32) - The importance of personalized service and how different guests have different preferences, including the use of mobile check-in options.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on the importance of service in the hospitality industry and how businesses can stand out, drive word of mouth, and succeed.

  • Examples of service excellence (01:06) - How companies like Ritz-Carlton and Audi of America use exceptional service as a competitive advantage.
  • The impact of word of mouth (01:58) - How word of mouth and online reviews influence customer decisions and the importance of creating memorable customer experiences.
  • Challenges and opportunities in hospitality 04:21) - Observations on the hospitality industry over the past five years, including the impact of COVID-19 and rising customer expectations.
  • Cost-effective ways to improve service (05:35) - Strategies for improving service without significant capital investment, such as focusing on customer interactions and avoiding ineffective cost-cutting measures like check-in kiosks.
  • Personalized guest experiences (06:32) - The importance of personalized service and how different guests have different preferences, including the use of mobile check-in options.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/micah-solomon-service/ Josiah Mackenzie Buzzsprout-15521502 Tue, 03 Sep 2024 01:00:00 -0700 584 full false Micah Solomon: In Pursuit of Excellence Micah Solomon: In Pursuit of Excellence In this episode, Micah Solomon, a customer service expert and author, shares his insights on creating memorable customer experiences and elevating businesses to the highest level of customer service.

Listeners will learn:

  • The three levels of customer service and why businesses should aim for the top level (01:01)
  • How Micah conducts idiosyncratic mystery shopping to assess a company's customer service (02:15)
  • The importance of using appropriate language, greeting customers promptly, and handling complaints without getting defensive (03:07)
  • Micah's background in running a successful manufacturing company and co-authoring a book with a Ritz-Carlton Hotel Company representative (03:57)
  • How Micah's childhood experiences and attention to detail led him to his current profession (05:02)
  • The applicability of customer service principles across various industries, as they are rooted in understanding human nature (06:31)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Micah Solomon, a customer service expert and author, shares his insights on creating memorable customer experiences and elevating businesses to the highest level of customer service.

Listeners will learn:

  • The three levels of customer service and why businesses should aim for the top level (01:01)
  • How Micah conducts idiosyncratic mystery shopping to assess a company's customer service (02:15)
  • The importance of using appropriate language, greeting customers promptly, and handling complaints without getting defensive (03:07)
  • Micah's background in running a successful manufacturing company and co-authoring a book with a Ritz-Carlton Hotel Company representative (03:57)
  • How Micah's childhood experiences and attention to detail led him to his current profession (05:02)
  • The applicability of customer service principles across various industries, as they are rooted in understanding human nature (06:31)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/micah-solomon/ Josiah Mackenzie Buzzsprout-15662255 Mon, 02 Sep 2024 01:00:00 -0700 594 full false Sustainability As A Business Advantage - Dina Belon, Staypineapple Hotels Sustainability As A Business Advantage - Dina Belon, Staypineapple Hotels In this episode, Dina Belon, president of Staypineapple Hotels, shares insights on the evolution of sustainability in the hospitality industry and how it's becoming a crucial factor in attracting guests and group business.

Listeners will learn:

  • The role of industry associations in providing a single, unified sustainability certification for hotels (01:47)
  • Why sustainability isn't just about cost but about creativity and mental energy (02:49)
  • How guest preferences, especially in the business and group travel sectors, are driving the push for more sustainable practices (03:19)
  • The shift towards data-driven, scientifically-based sustainability reporting (04:42)
  • The importance of third-party verification, such as Green Key Global, in marketing a hotel's sustainability efforts (06:18)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dina Belon, president of Staypineapple Hotels, shares insights on the evolution of sustainability in the hospitality industry and how it's becoming a crucial factor in attracting guests and group business.

Listeners will learn:

  • The role of industry associations in providing a single, unified sustainability certification for hotels (01:47)
  • Why sustainability isn't just about cost but about creativity and mental energy (02:49)
  • How guest preferences, especially in the business and group travel sectors, are driving the push for more sustainable practices (03:19)
  • The shift towards data-driven, scientifically-based sustainability reporting (04:42)
  • The importance of third-party verification, such as Green Key Global, in marketing a hotel's sustainability efforts (06:18)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dina-belon-sustainability/ Josiah Mackenzie Buzzsprout-15662388 Sun, 01 Sep 2024 01:00:00 -0700 569 full false Influencer Marketing: Measuring True Value for Hotels - Casey Barks, Staypineapple Hotels Influencer Marketing: Measuring True Value for Hotels - Casey Barks, Staypineapple Hotels In this episode, Casey Barks, Vice President of Marketing at Staypineapple Hotels, shares his insights on how Staypineapple has digitized and streamlined its influencer management process.

Listeners will learn:

  • The tools and metrics Staypineapple uses to evaluate an influencer's true monetary value (03:52)
  • Their innovative approach to influencer contracts, ensuring accountability and protecting the hotel's interests (06:50)
  • Why influencer marketing is set to become even more significant in the future and how the hospitality industry can do it right (10:29)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Casey Barks, Vice President of Marketing at Staypineapple Hotels, shares his insights on how Staypineapple has digitized and streamlined its influencer management process.

Listeners will learn:

  • The tools and metrics Staypineapple uses to evaluate an influencer's true monetary value (03:52)
  • Their innovative approach to influencer contracts, ensuring accountability and protecting the hotel's interests (06:50)
  • Why influencer marketing is set to become even more significant in the future and how the hospitality industry can do it right (10:29)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/casey-barks-influencer-marketing/ Josiah Mackenzie Buzzsprout-15662397 Sat, 31 Aug 2024 01:00:00 -0700 1038 full false Hotel Owners Need A Better Solution: How We're Innovating and Driving Results - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple Hotels Hotel Owners Need A Better Solution: How We're Innovating and Driving Results - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple Hotels In this episode, Dina Belon, President at Staypineapple Hotels, shares insights on their innovative approach to working with hotel owners and investors. Mike Hirschler, the company's Chief Growth Officer, discusses the challenges that have held back many in the industry and how Staypineapple is addressing them. Casey Barks, the company's VP of Marketing, explains how they're capturing the magic of their brand to drive demand and accelerate business growth.

Listeners will learn:

  • The challenges with the traditional hotel business model and fee structures that owners and investors are struggling with (01:30)
  • How Staypineapple's centralized model allows for a more efficient approach to hotel management (02:57)
  • The importance of innovation (08:21)
  • The structural barriers to innovation in the hotel industry and how Staypineapple is overcoming them (11:28)
  • The benefits of building relationships and taking a long-term approach (30:59)
  • How Staypineapple is leveraging technology to provide a competitive advantage (39:40)
  • The power of a playful and genuine brand in driving recognition and demand (46:33)
  • The marketing rule of three and the importance of having your brand drive interest and curiosity (48:47)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dina Belon, President at Staypineapple Hotels, shares insights on their innovative approach to working with hotel owners and investors. Mike Hirschler, the company's Chief Growth Officer, discusses the challenges that have held back many in the industry and how Staypineapple is addressing them. Casey Barks, the company's VP of Marketing, explains how they're capturing the magic of their brand to drive demand and accelerate business growth.

Listeners will learn:

  • The challenges with the traditional hotel business model and fee structures that owners and investors are struggling with (01:30)
  • How Staypineapple's centralized model allows for a more efficient approach to hotel management (02:57)
  • The importance of innovation (08:21)
  • The structural barriers to innovation in the hotel industry and how Staypineapple is overcoming them (11:28)
  • The benefits of building relationships and taking a long-term approach (30:59)
  • How Staypineapple is leveraging technology to provide a competitive advantage (39:40)
  • The power of a playful and genuine brand in driving recognition and demand (46:33)
  • The marketing rule of three and the importance of having your brand drive interest and curiosity (48:47)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/staypineapple-owners-investors/ Josiah Mackenzie Buzzsprout-15650322 Fri, 30 Aug 2024 01:00:00 -0700 3312 full false AI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels AI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels This episode is part of our series with Staypineapple Hotels. Listen to episode 1, episode 2, and episode 3 if you missed them.

In this episode, Dina Belon, President at Staypineapple Hotels, shares how they use technology, including AI, to enhance personalized service and create memorable guest experiences.

Listeners will learn:

  • How Staypineapple pushed its technology partners to align with their goal of delivering hyper-personalized service (01:34)
  • The importance of collecting and using actionable guest data across the portfolio to build stronger guest relationships (04:58)
  • Why Staypineapple is integrating its POS system with its PMS to eliminate transactions and allow staff to focus on engaging with guests (06:24)
  • The need to utilize AI to help build better relationships, not eliminate human interaction (07:45)
  • How Staypineapple created its own AI, "Chat Pineapple," which is learning from all of the company's intellectual property (09:40)
  • The goal of using AI to replace traditional SOP manuals and provide contextual, conversation-based training for employees (11:04)
  • An example of how Chat Pineapple assists staff in drafting authentic responses to guest reviews (12:58)
  • The belief that AI will give the hospitality industry the ability to be more hospitable and cater to guests' desire for human connection and memorable experiences (14:30)

If you enjoyed this, listen to my earlier conversation with Dina here: How We Are Upgrading Our Hotel Tech To Delight Our Guests

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is part of our series with Staypineapple Hotels. Listen to episode 1, episode 2, and episode 3 if you missed them.

In this episode, Dina Belon, President at Staypineapple Hotels, shares how they use technology, including AI, to enhance personalized service and create memorable guest experiences.

Listeners will learn:

  • How Staypineapple pushed its technology partners to align with their goal of delivering hyper-personalized service (01:34)
  • The importance of collecting and using actionable guest data across the portfolio to build stronger guest relationships (04:58)
  • Why Staypineapple is integrating its POS system with its PMS to eliminate transactions and allow staff to focus on engaging with guests (06:24)
  • The need to utilize AI to help build better relationships, not eliminate human interaction (07:45)
  • How Staypineapple created its own AI, "Chat Pineapple," which is learning from all of the company's intellectual property (09:40)
  • The goal of using AI to replace traditional SOP manuals and provide contextual, conversation-based training for employees (11:04)
  • An example of how Chat Pineapple assists staff in drafting authentic responses to guest reviews (12:58)
  • The belief that AI will give the hospitality industry the ability to be more hospitable and cater to guests' desire for human connection and memorable experiences (14:30)

If you enjoyed this, listen to my earlier conversation with Dina here: How We Are Upgrading Our Hotel Tech To Delight Our Guests

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-15645169 Thu, 29 Aug 2024 01:00:00 -0700 1081 full false "Best Employer": The Secrets Behind Our Winning Strategy for People-First Culture - Dina Belon & Mike Hirschler, Staypineapple Hotels "Best Employer": The Secrets Behind Our Winning Strategy for People-First Culture - Dina Belon & Mike Hirschler, Staypineapple Hotels This episode is part of our series with Staypineapple Hotels. Listen to episode 1 and episode 2 if you missed them.

In this episode, Dina Belon and Mike Hirschler at Staypineapple Hotels share insights into the company's unique approach to people and culture, which has earned them recognition as the "best place to work" by The Seattle Times.

By listening, you'll learn:

  • How Staypineapple refers to their frontline staff as "hoteliers" to reflect their company values (01:41)
  • The "Surprise and Delight" program that empowers team members to go above and beyond for guests, exemplified by a story of someone who did this (02:14)
  • How Staypineapple encourages authenticity among team members by allowing them to wear their own clothes, use preferred pronouns, and cultivate friendships at work (05:39)
  • The importance of the company's internal Facebook group in fostering authentic connections among team members (06:44)
  • How Staypineapple incorporates team members' passions and interests to create curated guest experiences (07:41)
  • The significance of storytelling in reinforcing company culture and values (11:29)
  • How focusing on team member experience translates to delivering value for hotel owners through increased revenue and reduced expenses (12:36)
  • The role of executive leadership in staying connected with frontline staff and supporting a strong company culture (16:26)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is part of our series with Staypineapple Hotels. Listen to episode 1 and episode 2 if you missed them.

In this episode, Dina Belon and Mike Hirschler at Staypineapple Hotels share insights into the company's unique approach to people and culture, which has earned them recognition as the "best place to work" by The Seattle Times.

By listening, you'll learn:

  • How Staypineapple refers to their frontline staff as "hoteliers" to reflect their company values (01:41)
  • The "Surprise and Delight" program that empowers team members to go above and beyond for guests, exemplified by a story of someone who did this (02:14)
  • How Staypineapple encourages authenticity among team members by allowing them to wear their own clothes, use preferred pronouns, and cultivate friendships at work (05:39)
  • The importance of the company's internal Facebook group in fostering authentic connections among team members (06:44)
  • How Staypineapple incorporates team members' passions and interests to create curated guest experiences (07:41)
  • The significance of storytelling in reinforcing company culture and values (11:29)
  • How focusing on team member experience translates to delivering value for hotel owners through increased revenue and reduced expenses (12:36)
  • The role of executive leadership in staying connected with frontline staff and supporting a strong company culture (16:26)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/staypineapple-people-culture/ Josiah Mackenzie Buzzsprout-15644903 Wed, 28 Aug 2024 01:00:00 -0700 1883 full false Our Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels Our Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels This episode is part of our series with Staypineapple Hotels. Listen to episode 1 here.

In this episode, Dina Belon, President at Staypineapple Hotels, shares her company's unique vision for hospitality and what's behind their successful operations.

Listeners will learn:

  • How Staypineapple Hotels focuses on teaching the "why" to their employees, empowering them to solve problems using critical thinking (01:04)
  • The importance of creating memories for guests and how it ties into Maslow's Hierarchy of Needs (05:07)
  • The three key elements of Staypineapple's health and wellness approach: sleep, hydration, and movement (07:01)
  • How the company strategically selects hotel locations near public transit to encourage guests to explore cities on foot or by alternative transportation (08:22)
  • The adaptability of the Staypineapple concept, which allows them to work with various building types and help independent hotel owners maintain their unique character (10:50)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is part of our series with Staypineapple Hotels. Listen to episode 1 here.

In this episode, Dina Belon, President at Staypineapple Hotels, shares her company's unique vision for hospitality and what's behind their successful operations.

Listeners will learn:

  • How Staypineapple Hotels focuses on teaching the "why" to their employees, empowering them to solve problems using critical thinking (01:04)
  • The importance of creating memories for guests and how it ties into Maslow's Hierarchy of Needs (05:07)
  • The three key elements of Staypineapple's health and wellness approach: sleep, hydration, and movement (07:01)
  • How the company strategically selects hotel locations near public transit to encourage guests to explore cities on foot or by alternative transportation (08:22)
  • The adaptability of the Staypineapple concept, which allows them to work with various building types and help independent hotel owners maintain their unique character (10:50)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/staypineapple-vision/ Josiah Mackenzie Buzzsprout-15639955 Tue, 27 Aug 2024 01:00:00 -0700 932 full false 3 Stories, 1 Mission: Our Journeys to Hospitality Leadership - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple Hotels 3 Stories, 1 Mission: Our Journeys to Hospitality Leadership - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple Hotels In this episode, Dina Belon, Mike Hirschler, and Casey Barks at Staypineapple Hotels share their stories. Here's what listeners will learn:

Dina Belon (President):

  • How her design background uniquely positions her to lead a hotel company (00:55)
  • The concept of "elegant whimsy" in Staypineapple's brand aesthetic (03:12)
  • Her leadership philosophy of combining kindness with efficiency (04:38)
  • The importance of utilizing personal strengths in leadership roles (05:25)

Mike Hirschler (Chief Growth Officer):

  • His early passion for hospitality (07:18)
  • Navigating career challenges during the COVID pandemic (08:35)
  • The unique appeal of the hospitality industry for building relationships (10:15)
  • How he found his place at Staypineapple and the importance of cultural fit (11:48)

Casey Barks (Vice President of Marketing):

  • His diverse career path in hospitality marketing and PR (14:20)
  • The contrasts between city hotels and resort life in the industry (15:15)
  • Experiences opening a large hotel and doing PR during the pandemic (17:40)
  • The appeal of Staypineapple's brand personality after working in luxury hospitality (20:15)
  • Insights on Dina Belon's leadership style and decision-making process (21:30)
  • The story behind Staypineapple's PATH water bottle initiative (23:15)

If you enjoyed this, you can also listen to my other conversations with Dina Belon here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dina Belon, Mike Hirschler, and Casey Barks at Staypineapple Hotels share their stories. Here's what listeners will learn:

Dina Belon (President):

  • How her design background uniquely positions her to lead a hotel company (00:55)
  • The concept of "elegant whimsy" in Staypineapple's brand aesthetic (03:12)
  • Her leadership philosophy of combining kindness with efficiency (04:38)
  • The importance of utilizing personal strengths in leadership roles (05:25)

Mike Hirschler (Chief Growth Officer):

  • His early passion for hospitality (07:18)
  • Navigating career challenges during the COVID pandemic (08:35)
  • The unique appeal of the hospitality industry for building relationships (10:15)
  • How he found his place at Staypineapple and the importance of cultural fit (11:48)

Casey Barks (Vice President of Marketing):

  • His diverse career path in hospitality marketing and PR (14:20)
  • The contrasts between city hotels and resort life in the industry (15:15)
  • Experiences opening a large hotel and doing PR during the pandemic (17:40)
  • The appeal of Staypineapple's brand personality after working in luxury hospitality (20:15)
  • Insights on Dina Belon's leadership style and decision-making process (21:30)
  • The story behind Staypineapple's PATH water bottle initiative (23:15)

If you enjoyed this, you can also listen to my other conversations with Dina Belon here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/staypineapple-team/ Josiah Mackenzie Buzzsprout-15635949 Mon, 26 Aug 2024 01:00:00 -0700 1797 full false My Journey From The Philippines To Guest Relations Manager in San Francisco - Ana Atienza, InterContinental Mark Hopkins My Journey From The Philippines To Guest Relations Manager in San Francisco - Ana Atienza, InterContinental Mark Hopkins In this episode, Ana Atienza, Guest Relations Manager at the InterContinental Mark Hopkins San Francisco, shares her journey from studying hotel and restaurant management in the Philippines to building a successful career in hospitality on the front lines of hospitality in San Francisco.

Listeners will learn:

  • How Ana decided between studying broadcasting or hospitality (02:04)
  • Ana's experience working as a barista and management trainee at a popular coffee shop in the Philippines (03:47)
  • The importance of feeling welcomed and valued as a guest in a hotel, regardless of loyalty program status (08:39)
  • The challenges and rewards of working at the front desk of a hotel (12:23)
  • Valuable advice Ana received from colleagues about not taking things personally and enjoying the moment with guests (14:14)
  • The importance of staying in the moment and connecting with guests during check-in (16:27)
  • Ana's current role as Guest Relations Manager and Hotel Experience Champion at the InterContinental Mark Hopkins (18:39)
  • The beauty and charm of San Francisco and why people should visit the city (21:38)
  • Why passion and patience are essential for a successful career in hospitality (23:03)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ana Atienza, Guest Relations Manager at the InterContinental Mark Hopkins San Francisco, shares her journey from studying hotel and restaurant management in the Philippines to building a successful career in hospitality on the front lines of hospitality in San Francisco.

Listeners will learn:

  • How Ana decided between studying broadcasting or hospitality (02:04)
  • Ana's experience working as a barista and management trainee at a popular coffee shop in the Philippines (03:47)
  • The importance of feeling welcomed and valued as a guest in a hotel, regardless of loyalty program status (08:39)
  • The challenges and rewards of working at the front desk of a hotel (12:23)
  • Valuable advice Ana received from colleagues about not taking things personally and enjoying the moment with guests (14:14)
  • The importance of staying in the moment and connecting with guests during check-in (16:27)
  • Ana's current role as Guest Relations Manager and Hotel Experience Champion at the InterContinental Mark Hopkins (18:39)
  • The beauty and charm of San Francisco and why people should visit the city (21:38)
  • Why passion and patience are essential for a successful career in hospitality (23:03)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ana-atienza/ Josiah Mackenzie Buzzsprout-15625892 Sun, 25 Aug 2024 01:00:00 -0700 1635 full false Story-Driven Hospitality in 2024 - Samantha Hardcastle Story-Driven Hospitality in 2024 - Samantha Hardcastle In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares her insights on creating purposeful concepts and guest journeys that go beyond the traditional hotel stay.

Listeners will learn:

  • How Samantha's work focuses on creating experiences that align guests with their desired selves and open up new paths for them (02:57)
  • The importance of understanding the deeper mission behind a hotel and helping hoteliers reconnect with their original purpose (05:16)
  • How environment impacts behavior and the concept of enriched environments that can trigger new thoughts, perspectives, and actions (06:10)
  • Examples of activations within hotel environments that provoke curiosity and invite engagement (08:09)
  • The benefits of aligning hotel experiences with the tourism industry and focusing on experiential aspects (11:03)
  • The significance of incorporating a sense of place and local history into hotel experiences in an interactive and sensorial way (14:37)
  • The potential for hotels to embrace regenerative travel principles and create positive impacts on their local communities (16:42)

 

Liked this? Listen to our other episodes with Samantha

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares her insights on creating purposeful concepts and guest journeys that go beyond the traditional hotel stay.

Listeners will learn:

  • How Samantha's work focuses on creating experiences that align guests with their desired selves and open up new paths for them (02:57)
  • The importance of understanding the deeper mission behind a hotel and helping hoteliers reconnect with their original purpose (05:16)
  • How environment impacts behavior and the concept of enriched environments that can trigger new thoughts, perspectives, and actions (06:10)
  • Examples of activations within hotel environments that provoke curiosity and invite engagement (08:09)
  • The benefits of aligning hotel experiences with the tourism industry and focusing on experiential aspects (11:03)
  • The significance of incorporating a sense of place and local history into hotel experiences in an interactive and sensorial way (14:37)
  • The potential for hotels to embrace regenerative travel principles and create positive impacts on their local communities (16:42)

 

Liked this? Listen to our other episodes with Samantha

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/samantha-hardcastle-storytelling/ Josiah Mackenzie Buzzsprout-15621166 Sat, 24 Aug 2024 01:00:00 -0700 1408 full false How We're Building a Next-Gen Luxury Resort With Thousands of Other People - Melissa and Tanner Cummings, Cypress Resort How We're Building a Next-Gen Luxury Resort With Thousands of Other People - Melissa and Tanner Cummings, Cypress Resort In this episode, Melissa and Tanner Cummings, co-founders of Cypress Resort, share their vision for building a new kind of luxury nature resort and how they're inviting people to join them on the journey.

Listeners will learn:

  • How Tanner and Melissa are cultivating "thin spaces" through their new resort (03:30)
  • Why they're focusing on luxury to provide quality, craftsmanship, and an opportunity to serve their team and guests better (06:11)
  • How they're using crowdfunding to prove viability, invite people to participate in the building process, and delight future guests (13:56)
  • The importance of serving and connecting with people authentically, even before the resort is built (18:21)
  • Details on the resort's groundbreaking and projected opening and how listeners can get involved or learn more (23:58)

Learn more: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Melissa and Tanner Cummings, co-founders of Cypress Resort, share their vision for building a new kind of luxury nature resort and how they're inviting people to join them on the journey.

Listeners will learn:

  • How Tanner and Melissa are cultivating "thin spaces" through their new resort (03:30)
  • Why they're focusing on luxury to provide quality, craftsmanship, and an opportunity to serve their team and guests better (06:11)
  • How they're using crowdfunding to prove viability, invite people to participate in the building process, and delight future guests (13:56)
  • The importance of serving and connecting with people authentically, even before the resort is built (18:21)
  • Details on the resort's groundbreaking and projected opening and how listeners can get involved or learn more (23:58)

Learn more: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/cypress-resort/ Josiah Mackenzie Buzzsprout-15631576 Fri, 23 Aug 2024 15:00:00 -0700 1821 full false Partnerships For Fun, Creativity (And Profit!) - Ernest Lee, citizenM Partnerships For Fun, Creativity (And Profit!) - Ernest Lee, citizenM In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how partnerships and collaborations are crucial for creating unique experiences and engaging the people you want to reach.

Listeners will learn:

  • Why collaborations and partnerships are important for citizenM (01:13)
  • How partnerships provide a shortcut to reaching target audiences and leveraging resources efficiently. (01:33)
  • The impact of events and partnerships on creating the vibe you want and attracting like-minded people. (02:04)
  • Details about citizenM's recent partnership with Yes Theory, a content creation team with nine million YouTube subscribers, and how it aligns with the brand's mission. (02:49)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how partnerships and collaborations are crucial for creating unique experiences and engaging the people you want to reach.

Listeners will learn:

  • Why collaborations and partnerships are important for citizenM (01:13)
  • How partnerships provide a shortcut to reaching target audiences and leveraging resources efficiently. (01:33)
  • The impact of events and partnerships on creating the vibe you want and attracting like-minded people. (02:04)
  • Details about citizenM's recent partnership with Yes Theory, a content creation team with nine million YouTube subscribers, and how it aligns with the brand's mission. (02:49)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ernest-lee-partnerships/ Josiah Mackenzie Buzzsprout-15624913 Fri, 23 Aug 2024 01:00:00 -0700 415 full false Resiliency & Preparing for Anything - Ernest Lee, citizenM Resiliency & Preparing for Anything - Ernest Lee, citizenM In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares his thoughts on what the hospitality industry should be paying more attention to in the face of increasingly frequent "black swan" events.

Listeners will learn:

  • The hospitality industry needs to think about how to set up their organizations to be more nimble and react to the increasing frequency of cataclysmic events (00:52)
  • Hotel businesses should consider their exposure to constant violent corrections in terms of revenue (02:15)
  • How citizenM is partially protected from these events as they are largely a rooms-only business with less food and beverage exposure and more variable elements to their setup (02:36)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares his thoughts on what the hospitality industry should be paying more attention to in the face of increasingly frequent "black swan" events.

Listeners will learn:

  • The hospitality industry needs to think about how to set up their organizations to be more nimble and react to the increasing frequency of cataclysmic events (00:52)
  • Hotel businesses should consider their exposure to constant violent corrections in terms of revenue (02:15)
  • How citizenM is partially protected from these events as they are largely a rooms-only business with less food and beverage exposure and more variable elements to their setup (02:36)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-15620129 Thu, 22 Aug 2024 10:00:00 -0700 346 full false Applying the "Amazon Prime Playbook" to Hotels - Ernest Lee, citizenM Applying the "Amazon Prime Playbook" to Hotels - Ernest Lee, citizenM In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how citizenM created a unique paid loyalty program called "mycitizenM+" that drives value for both customers and the company. Listeners will learn:

  • The context and strategic thinking behind developing mycitizenM+, inspired by Amazon Prime's approach to delivering consistent value to drive long-term loyalty (00:37)
  • How citizenM leveraged its position as an owner-operator to quickly implement physical benefits and perks for members (01:42)
  • The holistic perspective of mycitizenM+, offering travel, social, and professional benefits to stay top-of-mind with members (04:32)
  • The structural changes in the workforce post-pandemic, with increased flexibility and mobility, and how citizenM aims to connect people through travel experiences (06:20)
  • The operational complexity behind implementing a global loyalty program and the importance of simplicity, focus, and empowering employees within a framework (08:03)
  • The impact of mycitizenM+ on key metrics such as average order value, customer lifetime value, repetition, frequency, app usage, and NPS (11:14)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how citizenM created a unique paid loyalty program called "mycitizenM+" that drives value for both customers and the company. Listeners will learn:

  • The context and strategic thinking behind developing mycitizenM+, inspired by Amazon Prime's approach to delivering consistent value to drive long-term loyalty (00:37)
  • How citizenM leveraged its position as an owner-operator to quickly implement physical benefits and perks for members (01:42)
  • The holistic perspective of mycitizenM+, offering travel, social, and professional benefits to stay top-of-mind with members (04:32)
  • The structural changes in the workforce post-pandemic, with increased flexibility and mobility, and how citizenM aims to connect people through travel experiences (06:20)
  • The operational complexity behind implementing a global loyalty program and the importance of simplicity, focus, and empowering employees within a framework (08:03)
  • The impact of mycitizenM+ on key metrics such as average order value, customer lifetime value, repetition, frequency, app usage, and NPS (11:14)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/my-citizenm-plus/ Josiah Mackenzie Buzzsprout-15620125 Thu, 22 Aug 2024 01:00:00 -0700 991 full false The Jeff Bezos/Amazon Approach to Hotel Tech - Martin Soler The Jeff Bezos/Amazon Approach to Hotel Tech - Martin Soler In this episode, Martin Soler, a former hotel general manager who is now a fractional CMO for large travel tech companies and the co-founder of 10minutes.news, shares a refreshing perspective inspired by Jeff Bezos on separating the signal from the noise when it comes to hospitality tech.

By listening to this episode, you will learn:

  • Why chasing every shiny new tech trend might be a distraction from what really matters in hospitality (00:54)
  • How to apply the concept of focusing on what's not going to change, as people will have more connected gadgets and will want more personalization, less waiting, and more services (02:21)
  • Why adapting to the evolving needs of guests is more important than trying to figure out how to use AI or other specific technologies in your hotel (03:27)
  • The importance of zooming out and looking at the big picture as a leader in the hospitality industry (03:51)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Martin Soler, a former hotel general manager who is now a fractional CMO for large travel tech companies and the co-founder of 10minutes.news, shares a refreshing perspective inspired by Jeff Bezos on separating the signal from the noise when it comes to hospitality tech.

By listening to this episode, you will learn:

  • Why chasing every shiny new tech trend might be a distraction from what really matters in hospitality (00:54)
  • How to apply the concept of focusing on what's not going to change, as people will have more connected gadgets and will want more personalization, less waiting, and more services (02:21)
  • Why adapting to the evolving needs of guests is more important than trying to figure out how to use AI or other specific technologies in your hotel (03:27)
  • The importance of zooming out and looking at the big picture as a leader in the hospitality industry (03:51)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/martin-soler-bezos/ Josiah Mackenzie Buzzsprout-15607630 Wed, 21 Aug 2024 01:00:00 -0700 458 full false The Big Tech Shift Coming to Hotels In Next 24 Months: My Unfiltered Thoughts on Personalization in Hospitality - Martin Soler The Big Tech Shift Coming to Hotels In Next 24 Months: My Unfiltered Thoughts on Personalization in Hospitality - Martin Soler In this episode, Martin Soler, a former hotel general manager who is now a fractional CMO for large travel tech companies and the co-founder of 10minutes.news, shares his insights on how hotels can use technology to provide personalized experiences for their guests at scale.

Listeners will learn:

  • Why only 9% of most hotels' guests are likely to return (12:51)
  • How to gather meaningful guest information to surprise and delight them without being annoying (14:23)
  • Martin's bold prediction about a big tech shift coming to the hotel industry in the next 24 months (08:33)
  • The importance of having a property management system (PMS) that is guest-centric rather than room-centric (05:25)
  • How hotels can prepare for a future of hyper-personalization, even if they can't change their PMS right now (10:05)
  • The significance of cleaning up existing guest data and collecting the right information to create personalized experiences (11:58)

Subscribe to Martin's personal newsletter, Tell, here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Martin Soler, a former hotel general manager who is now a fractional CMO for large travel tech companies and the co-founder of 10minutes.news, shares his insights on how hotels can use technology to provide personalized experiences for their guests at scale.

Listeners will learn:

  • Why only 9% of most hotels' guests are likely to return (12:51)
  • How to gather meaningful guest information to surprise and delight them without being annoying (14:23)
  • Martin's bold prediction about a big tech shift coming to the hotel industry in the next 24 months (08:33)
  • The importance of having a property management system (PMS) that is guest-centric rather than room-centric (05:25)
  • How hotels can prepare for a future of hyper-personalization, even if they can't change their PMS right now (10:05)
  • The significance of cleaning up existing guest data and collecting the right information to create personalized experiences (11:58)

Subscribe to Martin's personal newsletter, Tell, here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/martin-soler-personalization/ Josiah Mackenzie Buzzsprout-15607639 Tue, 20 Aug 2024 01:00:00 -0700 1116 full false Hospitality Starts In Your Office - Katharine Ames, The Indigo Road Hospitality Group Hospitality Starts In Your Office - Katharine Ames, The Indigo Road Hospitality Group In this episode, Katharine Ames, Chief Marketing Officer at the Indigo Road Hospitality Group, shares stories of hospitality that she's experienced from her teams and how it has impacted her personally and professionally.

Listeners will learn:

  • How the Indigo Road Hospitality Group takes its "Surprise and Delight" initiative seriously, going the extra mile to make guests feel special (01:14)
  • Katharine's personal experience celebrating a milestone birthday at Oku Atlanta, where her team went all out with personalized menus, decor, and cocktails (02:05)
  • How Katharine's colleagues at the Indigo Road's home office in Charleston welcomed her children with thoughtful gift bags and activities during a work trip (03:40)
  • The significant impact that experiencing hospitality from colleagues can have on people's experiences (05:22)
  • How the culture of hospitality is ingrained in the Indigo Road Hospitality Group, with colleagues sharing their "Surprise and Delight" experiences on a company-wide private Instagram feed (06:05)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Katharine Ames, Chief Marketing Officer at the Indigo Road Hospitality Group, shares stories of hospitality that she's experienced from her teams and how it has impacted her personally and professionally.

Listeners will learn:

  • How the Indigo Road Hospitality Group takes its "Surprise and Delight" initiative seriously, going the extra mile to make guests feel special (01:14)
  • Katharine's personal experience celebrating a milestone birthday at Oku Atlanta, where her team went all out with personalized menus, decor, and cocktails (02:05)
  • How Katharine's colleagues at the Indigo Road's home office in Charleston welcomed her children with thoughtful gift bags and activities during a work trip (03:40)
  • The significant impact that experiencing hospitality from colleagues can have on people's experiences (05:22)
  • How the culture of hospitality is ingrained in the Indigo Road Hospitality Group, with colleagues sharing their "Surprise and Delight" experiences on a company-wide private Instagram feed (06:05)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/katharine-ames-internal-hospitality/ Josiah Mackenzie Buzzsprout-15595498 Mon, 19 Aug 2024 01:00:00 -0700 575 full false My Journey to Chief Marketing Officer - Katharine Ames, The Indigo Road Hospitality Group My Journey to Chief Marketing Officer - Katharine Ames, The Indigo Road Hospitality Group In this episode, Katharine Ames, Chief Marketing Officer at the Indigo Road Hospitality Group, shares her journey from studying communications and hospitality in college to becoming a CMO in the hospitality industry.

Listeners will learn:

  • How Katharine's passion for hospitality was inspired by her father and their family dinners (06:02)
  • The importance of paying attention to details, as demonstrated by Katharine's internship interview (09:54)
  • The differences between working on the agency side versus in-house in the hospitality industry (11:38)
  • Katharine's thoughts on the importance of personal connection in marketing, even with the rise of AI and tools like ChatGPT (13:11)
  • How Katharine finds inspiration for new ideas by stepping away from her desk, meeting with other creatives and entrepreneurs, and spending time at the hotels and restaurants (14:56)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Katharine Ames, Chief Marketing Officer at the Indigo Road Hospitality Group, shares her journey from studying communications and hospitality in college to becoming a CMO in the hospitality industry.

Listeners will learn:

  • How Katharine's passion for hospitality was inspired by her father and their family dinners (06:02)
  • The importance of paying attention to details, as demonstrated by Katharine's internship interview (09:54)
  • The differences between working on the agency side versus in-house in the hospitality industry (11:38)
  • Katharine's thoughts on the importance of personal connection in marketing, even with the rise of AI and tools like ChatGPT (13:11)
  • How Katharine finds inspiration for new ideas by stepping away from her desk, meeting with other creatives and entrepreneurs, and spending time at the hotels and restaurants (14:56)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/katharine-ames/ Josiah Mackenzie Buzzsprout-15595488 Sun, 18 Aug 2024 12:00:00 -0700 1196 full false The Power of Diversity in Hospitality - Stuart Greif, Forbes Travel Guide The Power of Diversity in Hospitality - Stuart Greif, Forbes Travel Guide In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his thoughts on supporting women and underrepresented groups in the hospitality industry.

Listeners will learn:

  • Why leaders need to recognize and address the lack of opportunity for underrepresented groups in business (01:30)
  • How diversity in teams leads to better business outcomes, backed by Harvard Business School studies (04:11)
  • The responsibility of executives to pursue diversity for the best outcomes in their businesses (05:16)
  • How the younger generation is more open to diversity and will bring positive change, but current leaders still need to act now (08:31)
  • The story behind Stuart's support of a book project on the history of Black and African American hoteliers (10:47)
  • The gratification that comes from helping others and making connections to support projects and people in the industry (14:46)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his thoughts on supporting women and underrepresented groups in the hospitality industry.

Listeners will learn:

  • Why leaders need to recognize and address the lack of opportunity for underrepresented groups in business (01:30)
  • How diversity in teams leads to better business outcomes, backed by Harvard Business School studies (04:11)
  • The responsibility of executives to pursue diversity for the best outcomes in their businesses (05:16)
  • How the younger generation is more open to diversity and will bring positive change, but current leaders still need to act now (08:31)
  • The story behind Stuart's support of a book project on the history of Black and African American hoteliers (10:47)
  • The gratification that comes from helping others and making connections to support projects and people in the industry (14:46)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/stuart-grief-ally/ Josiah Mackenzie Buzzsprout-15595476 Sun, 18 Aug 2024 01:00:00 -0700 1138 full false What I Learned At Chip Conley's Modern Elder Academy About The Power of Travel And The Art of Living - Stuart Greif What I Learned At Chip Conley's Modern Elder Academy About The Power of Travel And The Art of Living - Stuart Greif In this episode, Stuart Greif shares his experience attending the Modern Elder Academy and how it can help individuals reconnect with their true selves and find fulfillment in their personal and professional lives.

Listeners will learn:

  • How the Modern Elder Academy helps individuals from diverse backgrounds bond and reflect on their lives and careers (03:29)
  • The importance of rediscovering one's natural essence and aligning with what truly gives fulfillment as we age (04:00)
  • How travel allows us to lose and find ourselves, with the greatest adventure being within (05:07)
  • The value of slowing down and appreciating the present moment to facilitate human connection, which is often lost in today's busy world (08:23)

If you enjoyed this, you may also enjoy Chip Conley: Learning to Love Midlife - Insights for Hospitality or watching Ben Pundole talk about his experiences here on our YouTube channel.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Stuart Greif shares his experience attending the Modern Elder Academy and how it can help individuals reconnect with their true selves and find fulfillment in their personal and professional lives.

Listeners will learn:

  • How the Modern Elder Academy helps individuals from diverse backgrounds bond and reflect on their lives and careers (03:29)
  • The importance of rediscovering one's natural essence and aligning with what truly gives fulfillment as we age (04:00)
  • How travel allows us to lose and find ourselves, with the greatest adventure being within (05:07)
  • The value of slowing down and appreciating the present moment to facilitate human connection, which is often lost in today's busy world (08:23)

If you enjoyed this, you may also enjoy Chip Conley: Learning to Love Midlife - Insights for Hospitality or watching Ben Pundole talk about his experiences here on our YouTube channel.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/stuart-grief-mea/ Josiah Mackenzie Buzzsprout-15584140 Sat, 17 Aug 2024 11:00:00 -0700 730 full false A Frenchman's Olympics Lessons for Hospitality - Martin Soler A Frenchman's Olympics Lessons for Hospitality - Martin Soler In this episode, Martin Soler, a former hotel general manager who is now a fractional CMO for large travel tech companies and the co-founder of 10minutes.news, shares his observations and insights from the Paris Olympics and how they can be applied to the hospitality industry.

Listeners will learn:

  • How the Paris Olympics were surprisingly well-organized and created a fantastic vibe in the city, despite initial complaints and disruptions (01:42)
  • The importance of training staff, from police to subway operators, to create a welcoming experience for visitors (03:43)
  • The trend of hotels setting outrageous rates for big events, leading to lower occupancy and missed opportunities (04:31)
  • The significance of consistent branding across uniforms, signage, and the overall experience, similar to what hotels strive for (07:27)
  • The role of technology in creating a seamless experience, such as integrating metro tickets into mobile phones (09:38)
  • The shift in luxury brands, like LVMH, moving towards sports and casual wear, reflecting a change in culture and the importance of performance (11:51)

Subscribe to Martin's personal newsletter, Tell, here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Martin Soler, a former hotel general manager who is now a fractional CMO for large travel tech companies and the co-founder of 10minutes.news, shares his observations and insights from the Paris Olympics and how they can be applied to the hospitality industry.

Listeners will learn:

  • How the Paris Olympics were surprisingly well-organized and created a fantastic vibe in the city, despite initial complaints and disruptions (01:42)
  • The importance of training staff, from police to subway operators, to create a welcoming experience for visitors (03:43)
  • The trend of hotels setting outrageous rates for big events, leading to lower occupancy and missed opportunities (04:31)
  • The significance of consistent branding across uniforms, signage, and the overall experience, similar to what hotels strive for (07:27)
  • The role of technology in creating a seamless experience, such as integrating metro tickets into mobile phones (09:38)
  • The shift in luxury brands, like LVMH, moving towards sports and casual wear, reflecting a change in culture and the importance of performance (11:51)

Subscribe to Martin's personal newsletter, Tell, here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/martin-soler-olympics/ Josiah Mackenzie Buzzsprout-15594863 Sat, 17 Aug 2024 00:00:00 -0700 1202 full false Delighting Guests: Easier Than Ever? (Bashar Wali, Practice Hospitality) Delighting Guests: Easier Than Ever? (Bashar Wali, Practice Hospitality) In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares his perspective on whether it is harder or easier than ever to build strong guest relationships in the hospitality industry.

Listeners will learn:

  • Why Bashar believes it is easier than ever to build guest relationships due to the availability of information on social media and the low bar for exceeding guest expectations (01:21)
  • The importance of focusing on emotional intelligence, empathy, and culture rather than transactional mystery shops (02:14)
  • A story illustrating the impact of a simple, genuine welcome gesture on a guest's experience after a stressful travel journey (03:37)
  • The concept of hotels and restaurants being a respite from daily life, where guests can feel taken care of in a magical world (04:52)
  • The role of staffing and creating a culture that celebrates and rewards employees for providing exceptional guest experiences (06:02)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares his perspective on whether it is harder or easier than ever to build strong guest relationships in the hospitality industry.

Listeners will learn:

  • Why Bashar believes it is easier than ever to build guest relationships due to the availability of information on social media and the low bar for exceeding guest expectations (01:21)
  • The importance of focusing on emotional intelligence, empathy, and culture rather than transactional mystery shops (02:14)
  • A story illustrating the impact of a simple, genuine welcome gesture on a guest's experience after a stressful travel journey (03:37)
  • The concept of hotels and restaurants being a respite from daily life, where guests can feel taken care of in a magical world (04:52)
  • The role of staffing and creating a culture that celebrates and rewards employees for providing exceptional guest experiences (06:02)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/bashar-wali-delighting-guests/ Josiah Mackenzie Buzzsprout-15584138 Fri, 16 Aug 2024 04:00:00 -0700 629 full false Post-Stay Engagement: The Most Untapped Opportunity in Hospitality? (Katharine Ames, The Indigo Road Hospitality Group) Post-Stay Engagement: The Most Untapped Opportunity in Hospitality? (Katharine Ames, The Indigo Road Hospitality Group) In this episode, Katharine Ames, Chief Marketing Officer at the Indigo Road Hospitality Group, shares her insights on the opportunities for post-stay engagement in the hospitality industry.

Listeners will learn:

  • Why post-stay engagement is the most untapped opportunity in the hospitality industry (01:15)
  • How the retail industry has excelled at following up with customers after a transaction (01:25)
  • The importance of reaching out to guests to encourage them to return and share their experiences (02:07)
  • How real loyalty is about creating an affinity for a hotel, company, or restaurant, rather than just offering rewards programs (02:45)
  • Examples of how Indigo Road Hospitality Group engages with guests post-stay, including personalized phone calls and social media interactions (03:55)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Katharine Ames, Chief Marketing Officer at the Indigo Road Hospitality Group, shares her insights on the opportunities for post-stay engagement in the hospitality industry.

Listeners will learn:

  • Why post-stay engagement is the most untapped opportunity in the hospitality industry (01:15)
  • How the retail industry has excelled at following up with customers after a transaction (01:25)
  • The importance of reaching out to guests to encourage them to return and share their experiences (02:07)
  • How real loyalty is about creating an affinity for a hotel, company, or restaurant, rather than just offering rewards programs (02:45)
  • Examples of how Indigo Road Hospitality Group engages with guests post-stay, including personalized phone calls and social media interactions (03:55)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/katharine-ames-post-stay/ Josiah Mackenzie Buzzsprout-15589536 Fri, 16 Aug 2024 01:00:00 -0700 485 full false Secrets To Success with Restaurants I've Learned the Hard Way - Johann Moonesinghe, inKind [Sponsor Bonus] Secrets To Success with Restaurants I've Learned the Hard Way - Johann Moonesinghe, inKind [Sponsor Bonus] This episode is sponsored by inKind.

In this episode, Johann Moonesinghe, co-founder and CEO of inKind, shares how his company is empowering restaurants by connecting them with capital, technology, and high-spend guests.

Listeners will learn:

  • How Johann's experiences investing in restaurants and running a restaurant incubator led him to start InKind (01:52)
  • The challenges of running restaurants, including the need to be good at everything from procurement to marketing (07:47)
  • How InKind evolved from a restaurant financing company to a consumer marketplace, offering a network-wide loyalty program (14:27)
  • The importance of InKind owning and operating its own restaurants to better understand and serve its clients (20:58)
  • How InKind's partnership with restaurateur Michael Mina has shaped the company's strategy to provide comprehensive support to restaurants (24:27)
  • InKind's commitment to funding independent restaurants, especially those owned by minorities, women, LGBT individuals, or veterans (32:22)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This episode is sponsored by inKind.

In this episode, Johann Moonesinghe, co-founder and CEO of inKind, shares how his company is empowering restaurants by connecting them with capital, technology, and high-spend guests.

Listeners will learn:

  • How Johann's experiences investing in restaurants and running a restaurant incubator led him to start InKind (01:52)
  • The challenges of running restaurants, including the need to be good at everything from procurement to marketing (07:47)
  • How InKind evolved from a restaurant financing company to a consumer marketplace, offering a network-wide loyalty program (14:27)
  • The importance of InKind owning and operating its own restaurants to better understand and serve its clients (20:58)
  • How InKind's partnership with restaurateur Michael Mina has shaped the company's strategy to provide comprehensive support to restaurants (24:27)
  • InKind's commitment to funding independent restaurants, especially those owned by minorities, women, LGBT individuals, or veterans (32:22)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/johann-moonesinghe-inkind/ Josiah Mackenzie Buzzsprout-15580430 Thu, 15 Aug 2024 11:00:00 -0700 2124 full false Where The Real AI Revolution Is Happening Now in Hospitality - Stuart Greif, Forbes Travel Guide Where The Real AI Revolution Is Happening Now in Hospitality - Stuart Greif, Forbes Travel Guide In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his perspective on the biggest opportunities for AI in hospitality.

Listeners will learn:

  • Why human connection and the "psychic kick" of serving others is still at the heart of hospitality (01:28)
  • How AI can free up time and resources for hotel staff to focus more on engaging with guests by automating time-consuming administrative tasks (03:33)
  • Examples of how AI is being used to improve productivity and the guest experience, such as summarizing key information for travel agents (05:33)
  • The importance of identifying specific, repetitive tasks that can be automated with AI rather than trying to map the entire organization at once (08:03)
  • How starting with a small number of tasks and iteratively improving AI solutions can lead to significant time savings (08:55)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his perspective on the biggest opportunities for AI in hospitality.

Listeners will learn:

  • Why human connection and the "psychic kick" of serving others is still at the heart of hospitality (01:28)
  • How AI can free up time and resources for hotel staff to focus more on engaging with guests by automating time-consuming administrative tasks (03:33)
  • Examples of how AI is being used to improve productivity and the guest experience, such as summarizing key information for travel agents (05:33)
  • The importance of identifying specific, repetitive tasks that can be automated with AI rather than trying to map the entire organization at once (08:03)
  • How starting with a small number of tasks and iteratively improving AI solutions can lead to significant time savings (08:55)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/stuart-grief-ai/ Josiah Mackenzie Buzzsprout-15580594 Thu, 15 Aug 2024 01:00:00 -0700 761 full false AI's Impact On Our Business - Ernest Lee, citizenM AI's Impact On Our Business - Ernest Lee, citizenM In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how he sees AI impacting hospitality (and his business) in the years ahead and then gets specific on some ways AI-powered technology is already making his teams more efficient and effective today.

Listeners will learn:

  • How AI is causing a major platform shift that could level the playing field for independent boutique hotels and small chains (00:51)
  • How citizenM is using Robotic Process Automation (RPA) to automate repetitive manual tasks, such as reconciling guest names with confirmation codes from OTA bookings (02:32)
  • The importance of using data and business intelligence to gain an accurate, timely, and objective perspective on the impact delivered on a day-to-day basis (03:50)

More from Ernest:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how he sees AI impacting hospitality (and his business) in the years ahead and then gets specific on some ways AI-powered technology is already making his teams more efficient and effective today.

Listeners will learn:

  • How AI is causing a major platform shift that could level the playing field for independent boutique hotels and small chains (00:51)
  • How citizenM is using Robotic Process Automation (RPA) to automate repetitive manual tasks, such as reconciling guest names with confirmation codes from OTA bookings (02:32)
  • The importance of using data and business intelligence to gain an accurate, timely, and objective perspective on the impact delivered on a day-to-day basis (03:50)

More from Ernest:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ernest-lee-ai/ Josiah Mackenzie Buzzsprout-15583435 Wed, 14 Aug 2024 10:00:00 -0700 458 full false What Personalized Luxury Looks Like For Us Now - Robyn Pratt, The Phoenicia Malta What Personalized Luxury Looks Like For Us Now - Robyn Pratt, The Phoenicia Malta Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what excellence in luxury hospitality looks like at her iconic hotel.

Enjoyed this? Listen to more episodes with Robyn here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what excellence in luxury hospitality looks like at her iconic hotel.

Enjoyed this? Listen to more episodes with Robyn here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robyn-pratt-luxury-hospitality/ Josiah Mackenzie Buzzsprout-15570536 Wed, 14 Aug 2024 02:00:00 -0700 443 full false How Forbes Service Energizers Focus Our Teams Each Morning - Robyn Pratt, The Phoenicia Malta How Forbes Service Energizers Focus Our Teams Each Morning - Robyn Pratt, The Phoenicia Malta Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares how her teams stay focused and motivated each day with Forbes Service Energizers. 

Enjoyed this? Listen to more episodes with Robyn here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares how her teams stay focused and motivated each day with Forbes Service Energizers. 

Enjoyed this? Listen to more episodes with Robyn here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robyn-pratt-energizers/ Josiah Mackenzie Buzzsprout-15570584 Wed, 14 Aug 2024 00:00:00 -0700 323 full false Engage, Don't Just Satisfy: A Blueprint for the "Service-Profit Cycle of Success" in Hospitality - Robyn Pratt, The Phoenicia Malta Engage, Don't Just Satisfy: A Blueprint for the "Service-Profit Cycle of Success" in Hospitality - Robyn Pratt, The Phoenicia Malta Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the "service-profit cycle of success" and why you shouldn't just focus on employee happiness. 

Enjoyed this? Listen to more episodes with Robyn here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the "service-profit cycle of success" and why you shouldn't just focus on employee happiness. 

Enjoyed this? Listen to more episodes with Robyn here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robyn-pratt-service-profit/ Josiah Mackenzie Buzzsprout-15567588 Tue, 13 Aug 2024 01:00:00 -0700 1066 full false Do We Really Need To Do This in Hotels? - Robyn Pratt, The Phoenicia Malta Do We Really Need To Do This in Hotels? - Robyn Pratt, The Phoenicia Malta Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what she's learned about creating value for guests - and streamlining your own work.

Enjoyed this? Listen to more episodes with Robyn here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what she's learned about creating value for guests - and streamlining your own work.

Enjoyed this? Listen to more episodes with Robyn here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robyn-pratt-blue-ocean/ Josiah Mackenzie Buzzsprout-15570175 Mon, 12 Aug 2024 09:00:00 -0700 396 full false Starwood's Secret: How We Slashed Wait Times Using Six Sigma - Robyn Pratt, The Phoenicia Malta Starwood's Secret: How We Slashed Wait Times Using Six Sigma - Robyn Pratt, The Phoenicia Malta Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the process she used to tackle hard problems in hospitality as Vice President of Operational Innovation at Starwood Hotels - an approach that you can use as well.

Enjoyed this? Listen to more episodes with Robyn here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the process she used to tackle hard problems in hospitality as Vice President of Operational Innovation at Starwood Hotels - an approach that you can use as well.

Enjoyed this? Listen to more episodes with Robyn here. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robyn-pratt-six-sigma/ Josiah Mackenzie Buzzsprout-15567584 Mon, 12 Aug 2024 08:00:00 -0700 571 full false How "Spiraling" Helped Me Accelerate My Hospitality Career - Robyn Pratt, The Phoenicia Malta How "Spiraling" Helped Me Accelerate My Hospitality Career - Robyn Pratt, The Phoenicia Malta Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what she's learned about learning and leadership in her career.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what she's learned about learning and leadership in her career.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/robyn-pratt-career/ Josiah Mackenzie Buzzsprout-15567583 Sun, 11 Aug 2024 23:00:00 -0700 649 full false Why We Treat Our Guests Like Friends - Fernando Calvo, Bohemia Suites Gran Canaria Why We Treat Our Guests Like Friends - Fernando Calvo, Bohemia Suites Gran Canaria This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, Fernando Calvo, General Manager of Bohemia Suites Gran Canaria, shares insights into creating a luxurious and personalized guest experience that feels like staying with a friend. Listen now to learn about:

  • Philosophy of Service - Learn about the philosophy of service that emphasizes making guests feel comfortable and at home.
  • Team Management and Motivation - Discover how the management team encourages staff to feel like hosts and part of the company.
  • Balancing Professional and Personal Growth - Understand the importance of balancing professional growth with personal life in the hospitality industry.
  • Guest Personalization Techniques - Explore the methods used to gather guest preferences and tailor their stay accordingly.
  • Building Long-term Relationships with Guests - Find out how the hotel builds lasting relationships with repeat guests and creates a community.
  • Handling Feedback and Continuous Improvement - Learn about the importance of listening to guest feedback and continuously improving the service.
  • Maintaining Quality Basics - Understand why maintaining quality basics is crucial before building additional guest experiences.
  • Adapting to Different Types of Hotels and Guests - Gain insights into how the type of hotel and guest expectations influence the level of service provided.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, Fernando Calvo, General Manager of Bohemia Suites Gran Canaria, shares insights into creating a luxurious and personalized guest experience that feels like staying with a friend. Listen now to learn about:

  • Philosophy of Service - Learn about the philosophy of service that emphasizes making guests feel comfortable and at home.
  • Team Management and Motivation - Discover how the management team encourages staff to feel like hosts and part of the company.
  • Balancing Professional and Personal Growth - Understand the importance of balancing professional growth with personal life in the hospitality industry.
  • Guest Personalization Techniques - Explore the methods used to gather guest preferences and tailor their stay accordingly.
  • Building Long-term Relationships with Guests - Find out how the hotel builds lasting relationships with repeat guests and creates a community.
  • Handling Feedback and Continuous Improvement - Learn about the importance of listening to guest feedback and continuously improving the service.
  • Maintaining Quality Basics - Understand why maintaining quality basics is crucial before building additional guest experiences.
  • Adapting to Different Types of Hotels and Guests - Gain insights into how the type of hotel and guest expectations influence the level of service provided.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/fernando-calvo/ Josiah Mackenzie Buzzsprout-15552623 Sat, 10 Aug 2024 01:00:00 -0700 1157 full false This Cowboy Crushed TripAdvisor (And Teaches Us How) - Russell True, White Stallion Ranch This Cowboy Crushed TripAdvisor (And Teaches Us How) - Russell True, White Stallion Ranch This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, Russell True, owner and operator of White Stallion Ranch, shares insights into the unique world of dude ranches and how he and his team deliver an exceptional hospitality experience that has earned the the #1 rating on TripAdvisor.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, Russell True, owner and operator of White Stallion Ranch, shares insights into the unique world of dude ranches and how he and his team deliver an exceptional hospitality experience that has earned the the #1 rating on TripAdvisor.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/russell-true/ Josiah Mackenzie Buzzsprout-15552597 Fri, 09 Aug 2024 01:00:00 -0700 1434 full false How Upselling is Key To Delighting Guests And Making More Money - Josiah Mackenzie [Guest Experience Research Series] How Upselling is Key To Delighting Guests And Making More Money - Josiah Mackenzie [Guest Experience Research Series] This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, I share what our research showed about upselling and its role in making guests happier - and boosting profits. 

More resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, I share what our research showed about upselling and its role in making guests happier - and boosting profits. 

More resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/guest-upselling-research/ Buzzsprout-15549724 Thu, 08 Aug 2024 01:00:00 -0700 406 full false The Guest Feedback Goldmine - Josiah Mackenzie [Guest Experience Research Series] The Guest Feedback Goldmine - Josiah Mackenzie [Guest Experience Research Series] This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, I share my thoughts on the importance of online reviews in the hospitality industry and how they can be leveraged to improve guest experience and internal operations. Listen now to learn about:

  • The Evolution of Guest Feedback - How online reviews have transformed the way hotels receive and act on guest feedback.
  • The Power of Listening - Why listening to guest feedback is crucial for building strong guest relationships.
  • The Impact of TripAdvisor - The role TripAdvisor played in changing the landscape of guest feedback and hotel reputation management.
  • Research on Guest Feedback - My research showing that 92% of hoteliers use online reviews to track guest satisfaction, more than any other medium.
  • Opportunities with Online Reviews - How online reviews can reveal strengths, weaknesses, and opportunities for both individual hotels and brands.
  • Case Study Highlight - A clip from Christian de Boer discussing the importance of online reviews in maintaining high standards and consistently impressing guests.

More resources:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, I share my thoughts on the importance of online reviews in the hospitality industry and how they can be leveraged to improve guest experience and internal operations. Listen now to learn about:

  • The Evolution of Guest Feedback - How online reviews have transformed the way hotels receive and act on guest feedback.
  • The Power of Listening - Why listening to guest feedback is crucial for building strong guest relationships.
  • The Impact of TripAdvisor - The role TripAdvisor played in changing the landscape of guest feedback and hotel reputation management.
  • Research on Guest Feedback - My research showing that 92% of hoteliers use online reviews to track guest satisfaction, more than any other medium.
  • Opportunities with Online Reviews - How online reviews can reveal strengths, weaknesses, and opportunities for both individual hotels and brands.
  • Case Study Highlight - A clip from Christian de Boer discussing the importance of online reviews in maintaining high standards and consistently impressing guests.

More resources:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/guest-feedback-research/ Josiah Mackenzie Buzzsprout-15541773 Wed, 07 Aug 2024 01:00:00 -0700 358 full false Opportunities in Building Guest Relationships Today - Baskar Manivannan, Sojern [Sponsor Bonus] Opportunities in Building Guest Relationships Today - Baskar Manivannan, Sojern [Sponsor Bonus] In this episode, Baskar Manivannan, Vice President of Guest Experience Solutions at Sojern, shares insights on the challenges and opportunities hoteliers face in building guest relationships and enhancing guest experiences.

For more, check out our new research report: Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Baskar Manivannan, Vice President of Guest Experience Solutions at Sojern, shares insights on the challenges and opportunities hoteliers face in building guest relationships and enhancing guest experiences.

For more, check out our new research report: Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sojern-guest-experience/ Josiah Mackenzie Buzzsprout-15516467 Tue, 06 Aug 2024 10:00:00 -0700 1277 full false Why Guest Relationships Are The Key to Unlocking Revenue Today - Josiah Mackenzie [Guest Experience Research Series] Why Guest Relationships Are The Key to Unlocking Revenue Today - Josiah Mackenzie [Guest Experience Research Series] In this episode, I share some some context and insights from my recent research with Sojern on the state of guest experience in the hospitality industry and how it impacts financial performance.

Download the research report here:
Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships

Episodes referenced:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, I share some some context and insights from my recent research with Sojern on the state of guest experience in the hospitality industry and how it impacts financial performance.

Download the research report here:
Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships

Episodes referenced:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/why-guest-relationships/ Josiah Mackenzie Buzzsprout-15539598 Tue, 06 Aug 2024 09:00:00 -0700 623 full false Announcement: Guest Experience & Relationship Building Research Series This Week Announcement: Guest Experience & Relationship Building Research Series This Week This week, we're going all-in to focus on guest experience and relationship building after I've concluded a few months of research on this topic with Sojern.

Download the research report here:
Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This week, we're going all-in to focus on guest experience and relationship building after I've concluded a few months of research on this topic with Sojern.

Download the research report here:
Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-15537199 Tue, 06 Aug 2024 08:00:00 -0700 121 full false How I Spend My Time (And What I Focus On) As A Hospitality Leader - Ernest Lee, citizenM How I Spend My Time (And What I Focus On) As A Hospitality Leader - Ernest Lee, citizenM In this episode, Ernest Lee, Chief Commercial Officer of citizenM, shares insights on effective leadership in the hospitality industry and how to stay energized in a demanding environment. Listen now to learn about:

  • The multifaceted role of leaders, including "flying, fixing, and fueling the plane."
  • The importance of hiring the right people to empower teams and create an operating framework.
  • Strategies for optimizing and growing a business by identifying roadblocks and solving problems.
  • The mindset required to run a hotel business.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ernest Lee, Chief Commercial Officer of citizenM, shares insights on effective leadership in the hospitality industry and how to stay energized in a demanding environment. Listen now to learn about:

  • The multifaceted role of leaders, including "flying, fixing, and fueling the plane."
  • The importance of hiring the right people to empower teams and create an operating framework.
  • Strategies for optimizing and growing a business by identifying roadblocks and solving problems.
  • The mindset required to run a hotel business.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ernest-lee-focus/ Josiah Mackenzie Buzzsprout-15516158 Mon, 05 Aug 2024 02:00:00 -0700 331 full false How Robert De Niro in "Casino" Influenced My Career in Hospitality - Ernest Lee, citizenM How Robert De Niro in "Casino" Influenced My Career in Hospitality - Ernest Lee, citizenM In this episode, Ernest Lee, Chief Commercial Officer of citizenM, shares how he got started in hospitality and the valuable lessons he learned along the way.

  • Background and Early Influences (00:00) - Learn about Ernest's upbringing and how his early jobs in food and hospitality businesses influenced his career path.
  • First Job Experiences (01:06) - Discover Ernest's favorite part-time job and what he loved about the dynamic and energy of the hospitality environment.
  • Education and Career Path (01:48) - Understand why Ernest chose to attend NYU Hotel School and his initial aspirations to become a General Manager or work in operations.
  • Importance of Attention to Detail (02:20) - Hear a story about a scene from the movie "Casino" and how it relates to Ernest's experience as a junior housekeeping manager, emphasizing the importance of details in hospitality.
  • Misconceptions About Hospitality (04:15) - Learn about the "Anthony Bourdain effect" and the reality of working in hospitality, including both the glamorous and unglamorous aspects of the industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ernest Lee, Chief Commercial Officer of citizenM, shares how he got started in hospitality and the valuable lessons he learned along the way.

  • Background and Early Influences (00:00) - Learn about Ernest's upbringing and how his early jobs in food and hospitality businesses influenced his career path.
  • First Job Experiences (01:06) - Discover Ernest's favorite part-time job and what he loved about the dynamic and energy of the hospitality environment.
  • Education and Career Path (01:48) - Understand why Ernest chose to attend NYU Hotel School and his initial aspirations to become a General Manager or work in operations.
  • Importance of Attention to Detail (02:20) - Hear a story about a scene from the movie "Casino" and how it relates to Ernest's experience as a junior housekeeping manager, emphasizing the importance of details in hospitality.
  • Misconceptions About Hospitality (04:15) - Learn about the "Anthony Bourdain effect" and the reality of working in hospitality, including both the glamorous and unglamorous aspects of the industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ernest-lee-career/ Josiah Mackenzie Buzzsprout-15516151 Mon, 05 Aug 2024 01:00:00 -0700 495 full false 48 Years of Hospitality Wisdom - Jose Cervano, InterContinental Mark Hopkins San Francisco 48 Years of Hospitality Wisdom - Jose Cervano, InterContinental Mark Hopkins San Francisco In this episode, Jose Cervano, a server at the Top of the Mark bar in the InterContinental Mark Hopkins San Francisco, shares his journey in hospitality and the secrets to making guests feel special.

  • Jose's Journey in Hospitality - Learn about Jose's 48-year career at the Top of the Mark bar and how he started in the hospitality industry.
  • The Iconic Top of the Mark Bar - Discover the history and significance of the Top of the Mark bar.
  • Creating Special Moments for Guests - Understand how Jose makes each guest's visit memorable, from serving soldiers to celebrating birthdays and anniversaries.
  • Advice for New Hospitality Workers - Hear Jose's advice for new associates on providing excellent service and the importance of enjoying the work.
  • The Tradition of the "Soldier's Bottle" - Learn about the unique tradition of the "soldier's bottle," a practice that started during World War II and continues to honor military personnel.
  • Building Long-lasting Relationships with Guests - Find out how Jose builds lasting connections with guests, leading to lifelong friendships and repeat visits.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jose Cervano, a server at the Top of the Mark bar in the InterContinental Mark Hopkins San Francisco, shares his journey in hospitality and the secrets to making guests feel special.

  • Jose's Journey in Hospitality - Learn about Jose's 48-year career at the Top of the Mark bar and how he started in the hospitality industry.
  • The Iconic Top of the Mark Bar - Discover the history and significance of the Top of the Mark bar.
  • Creating Special Moments for Guests - Understand how Jose makes each guest's visit memorable, from serving soldiers to celebrating birthdays and anniversaries.
  • Advice for New Hospitality Workers - Hear Jose's advice for new associates on providing excellent service and the importance of enjoying the work.
  • The Tradition of the "Soldier's Bottle" - Learn about the unique tradition of the "soldier's bottle," a practice that started during World War II and continues to honor military personnel.
  • Building Long-lasting Relationships with Guests - Find out how Jose builds lasting connections with guests, leading to lifelong friendships and repeat visits.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jose-cervano/ Josiah Mackenzie Buzzsprout-15442249 Sun, 04 Aug 2024 01:00:00 -0700 1280 full false The Two Chemicals Behind The Best Hospitality Experiences - Samantha Hardcastle The Two Chemicals Behind The Best Hospitality Experiences - Samantha Hardcastle In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares insights learned from Paul Zak on how neuroscience can enhance immersive experiences in the travel and hospitality industry. Listen now to learn about:

  • Understanding Immersion in Experiences: Learn about the neuroscience behind what makes an experience truly immersive, including the roles of oxytocin and dopamine.
  • Designing Immersive Experiences: Discover how to design travel and hospitality experiences that trigger the right neurochemical responses for immersion.
  • Using Technology to Measure Immersion: Explore the innovative app created by Paul that allows users to measure their levels of immersion in real-time using a smartwatch.
  • Practical Applications and Case Study: Hear about a real-life application of immersion measurement technology during Samantha's trip to Sicily and the valuable insights gained from it.

Resources:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares insights learned from Paul Zak on how neuroscience can enhance immersive experiences in the travel and hospitality industry. Listen now to learn about:

  • Understanding Immersion in Experiences: Learn about the neuroscience behind what makes an experience truly immersive, including the roles of oxytocin and dopamine.
  • Designing Immersive Experiences: Discover how to design travel and hospitality experiences that trigger the right neurochemical responses for immersion.
  • Using Technology to Measure Immersion: Explore the innovative app created by Paul that allows users to measure their levels of immersion in real-time using a smartwatch.
  • Practical Applications and Case Study: Hear about a real-life application of immersion measurement technology during Samantha's trip to Sicily and the valuable insights gained from it.

Resources:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/samantha-hardcastle-neuroscience/ Josiah Mackenzie Buzzsprout-15515783 Sat, 03 Aug 2024 01:00:00 -0700 530 full false These Slovenian River Guides Showed Me "Experience" Doesn't Have to Cost Anything - Samantha Hardcastle These Slovenian River Guides Showed Me "Experience" Doesn't Have to Cost Anything - Samantha Hardcastle In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares insights on how experiential hospitality can be enhanced by incorporating elements of play and creativity. Listen now to learn about:

  • The importance of experiential hospitality - How experiential hospitality holds great potential for the industry.
  • Learning from other experiences in tourism - The value of outdoor adventures, cultural immersive activities, and workshops in enhancing hospitality.
  • Whitewater rafting experience in Slovenia - A detailed account of a unique whitewater rafting experience that incorporated play and creativity.
  • Creating memorable moments with limited resources - How to use available resources creatively to create fun and memorable experiences without high costs.
  • The role of play in hospitality - The necessity of integrating play into hospitality, especially in the luxury sector.
  • Examples of creative hospitality experiences - An example of a hotel in England that stages immersive theater plays, like murder mystery experiences, to enhance guest engagement.
  • The concept of contrast in travel experiences - The idea of "barefoot luxury" and how novelty and contrast are essential for creating surprising and delightful experiences for guests.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares insights on how experiential hospitality can be enhanced by incorporating elements of play and creativity. Listen now to learn about:

  • The importance of experiential hospitality - How experiential hospitality holds great potential for the industry.
  • Learning from other experiences in tourism - The value of outdoor adventures, cultural immersive activities, and workshops in enhancing hospitality.
  • Whitewater rafting experience in Slovenia - A detailed account of a unique whitewater rafting experience that incorporated play and creativity.
  • Creating memorable moments with limited resources - How to use available resources creatively to create fun and memorable experiences without high costs.
  • The role of play in hospitality - The necessity of integrating play into hospitality, especially in the luxury sector.
  • Examples of creative hospitality experiences - An example of a hotel in England that stages immersive theater plays, like murder mystery experiences, to enhance guest engagement.
  • The concept of contrast in travel experiences - The idea of "barefoot luxury" and how novelty and contrast are essential for creating surprising and delightful experiences for guests.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/samantha-hardcastle-creative-play/ Josiah Mackenzie Buzzsprout-15515782 Fri, 02 Aug 2024 01:00:00 -0700 694 full false Sustainable Hospitality: Real Steps, Real Impact - Christian de Boer, Jaya House Hotels Sustainable Hospitality: Real Steps, Real Impact - Christian de Boer, Jaya House Hotels In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares his innovative approach to sustainability in the hospitality industry, demonstrating how hotels can embrace eco-friendly practices without compromising guest satisfaction.

  • Christian's journey to sustainability (01:26) - Learn about the initial steps Christian took to ban single-use plastics in 2016 and the challenges he faced.
  • Innovative solutions for reducing plastic use (02:27) - Discover how employing local families to make bamboo straws and producing their own toiletries has benefited both the environment and the community.
  • Guest satisfaction and sustainability (02:59) - Understand how guests have responded positively to these changes and how it has enhanced their experience.
  • Practical steps for hotels to reduce plastic (04:22) - Get actionable insights on replacing plastic items with sustainable alternatives, such as bamboo toothbrushes and glass bottles.
  • Impact on local communities (11:09) - Hear about the broader impact of these initiatives on the local community and the environment in Cambodia.
  • Challenges and future of sustainability in hospitality (13:11) - Explore the ongoing challenges and the future outlook for sustainability in the hospitality industry, including the role of large hotel groups and international organizations.


If you enjoyed this episode, you may also enjoy:

  1. This Is What Being Radically Guest-Focused Looks Like - Christian de Boer, Jaya House Hotels
  2. Does TripAdvisor Still Matter for Hotels in 2024? (Reputation Management Masterclass) - Christian de Boer, Jaya House Hotels
  3. Our other episodes on sustainability 


You can also watch our full conversation on the Hospitality Daily YouTube channel.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares his innovative approach to sustainability in the hospitality industry, demonstrating how hotels can embrace eco-friendly practices without compromising guest satisfaction.

  • Christian's journey to sustainability (01:26) - Learn about the initial steps Christian took to ban single-use plastics in 2016 and the challenges he faced.
  • Innovative solutions for reducing plastic use (02:27) - Discover how employing local families to make bamboo straws and producing their own toiletries has benefited both the environment and the community.
  • Guest satisfaction and sustainability (02:59) - Understand how guests have responded positively to these changes and how it has enhanced their experience.
  • Practical steps for hotels to reduce plastic (04:22) - Get actionable insights on replacing plastic items with sustainable alternatives, such as bamboo toothbrushes and glass bottles.
  • Impact on local communities (11:09) - Hear about the broader impact of these initiatives on the local community and the environment in Cambodia.
  • Challenges and future of sustainability in hospitality (13:11) - Explore the ongoing challenges and the future outlook for sustainability in the hospitality industry, including the role of large hotel groups and international organizations.


If you enjoyed this episode, you may also enjoy:

  1. This Is What Being Radically Guest-Focused Looks Like - Christian de Boer, Jaya House Hotels
  2. Does TripAdvisor Still Matter for Hotels in 2024? (Reputation Management Masterclass) - Christian de Boer, Jaya House Hotels
  3. Our other episodes on sustainability 


You can also watch our full conversation on the Hospitality Daily YouTube channel.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christian-de-boer-sustainability/ Josiah Mackenzie Buzzsprout-15511283 Thu, 01 Aug 2024 01:00:00 -0700 1115 full false Does TripAdvisor Still Matter for Hotels in 2024? (Reputation Management Masterclass) - Christian de Boer, Jaya House Hotels Does TripAdvisor Still Matter for Hotels in 2024? (Reputation Management Masterclass) - Christian de Boer, Jaya House Hotels In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares his insights on the importance of TripAdvisor and other review platforms in the hospitality industry and how his hotel maintains an impeccable reputation.

  • The significance of TripAdvisor (01:07) -Christian discusses the impact of TripAdvisor today.
  • Avoiding negative reviews (03:00)—Jaya House has zero negative reviews, and Christian explains how being on the ground and directly interacting with guests helps maintain high standards and avoid negative reviews.
  • Empowering staff to handle guest issues (04:13) - Learn about the importance of empowering staff to make decisions and resolve guest issues immediately to ensure satisfaction and loyalty.
  • The role of creativity and uniqueness in building reputation (09:18) - Christian shares examples of creative initiatives, such as the handmade Christmas tree and the plush duck sofa, that create memorable experiences for guests.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares his insights on the importance of TripAdvisor and other review platforms in the hospitality industry and how his hotel maintains an impeccable reputation.

  • The significance of TripAdvisor (01:07) -Christian discusses the impact of TripAdvisor today.
  • Avoiding negative reviews (03:00)—Jaya House has zero negative reviews, and Christian explains how being on the ground and directly interacting with guests helps maintain high standards and avoid negative reviews.
  • Empowering staff to handle guest issues (04:13) - Learn about the importance of empowering staff to make decisions and resolve guest issues immediately to ensure satisfaction and loyalty.
  • The role of creativity and uniqueness in building reputation (09:18) - Christian shares examples of creative initiatives, such as the handmade Christmas tree and the plush duck sofa, that create memorable experiences for guests.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christian-de-boer-tripadvisor/ Josiah Mackenzie Buzzsprout-15504996 Wed, 31 Jul 2024 01:00:00 -0700 922 full false This Is What Being Radically Guest-Focused Looks Like - Christian de Boer, Jaya House Hotels This Is What Being Radically Guest-Focused Looks Like - Christian de Boer, Jaya House Hotels In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares how he rethought everything to create and provide a radically guest-focused experience that has earned his hotel a spot in TripAdvisor's top 25 hotels in the world for five consecutive years without a single negative review. 

Listen now to learn about:

  • The importance of a guest-focused experience - How Christian's approach to hospitality stands out by focusing on taking care of guests in a way that feels intuitive and genuine.
  • Eliminating traditional sales methods - Discover why Giant House Hotels does not have a sales team and how they leverage technology and word of mouth instead.
  • Cost-saving strategies - Understand how cutting out sales trips and other traditional marketing expenses allows the hotel to invest more in guest experiences and staff welfare.
  • Unique guest services - Hear about the exceptional services offered to guests, such as free laundry, daily massages, and flexible check-in/check-out times.
  • The philosophy behind guest treatment - Explore Christian's philosophy of treating guests like family, avoiding nickel-and-diming, and providing genuine hospitality.
  • The impact of word of mouth - Learn how word of mouth has become the primary marketing tool for Giant House Hotels and why it is more effective than traditional advertising.
  • Decision-making framework - Gain insights into the quick and efficient decision-making process at Giant House Hotels, focusing on what benefits guests and staff the most.
  • Challenges and industry perspectives - Understand the challenges Christian faced in implementing his unique approach and why he believes more hotels should adopt similar practices.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares how he rethought everything to create and provide a radically guest-focused experience that has earned his hotel a spot in TripAdvisor's top 25 hotels in the world for five consecutive years without a single negative review. 

Listen now to learn about:

  • The importance of a guest-focused experience - How Christian's approach to hospitality stands out by focusing on taking care of guests in a way that feels intuitive and genuine.
  • Eliminating traditional sales methods - Discover why Giant House Hotels does not have a sales team and how they leverage technology and word of mouth instead.
  • Cost-saving strategies - Understand how cutting out sales trips and other traditional marketing expenses allows the hotel to invest more in guest experiences and staff welfare.
  • Unique guest services - Hear about the exceptional services offered to guests, such as free laundry, daily massages, and flexible check-in/check-out times.
  • The philosophy behind guest treatment - Explore Christian's philosophy of treating guests like family, avoiding nickel-and-diming, and providing genuine hospitality.
  • The impact of word of mouth - Learn how word of mouth has become the primary marketing tool for Giant House Hotels and why it is more effective than traditional advertising.
  • Decision-making framework - Gain insights into the quick and efficient decision-making process at Giant House Hotels, focusing on what benefits guests and staff the most.
  • Challenges and industry perspectives - Understand the challenges Christian faced in implementing his unique approach and why he believes more hotels should adopt similar practices.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/christian-de-boer-jaya-house/ Josiah Mackenzie Buzzsprout-15497089 Tue, 30 Jul 2024 01:00:00 -0700 1117 full false How To Create A Resume and Cover Letter That Stands Out in Hospitality - Ashley Godfrey How To Create A Resume and Cover Letter That Stands Out in Hospitality - Ashley Godfrey In this episode, Ashley Godfrey, a professor at the Escoffier School of Culinary Arts, shares her insights on crafting effective resumes and cover letters for the hospitality industry. Listen now to learn about:

  • The importance of including a cover letter 
  • Elements of an effective cover letter 
  • Common mistakes in resume and cover letter writing 
  • Tips for making your resume stand out 
  • How to leverage personal experiences to differentiate yourself 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ashley Godfrey, a professor at the Escoffier School of Culinary Arts, shares her insights on crafting effective resumes and cover letters for the hospitality industry. Listen now to learn about:

  • The importance of including a cover letter 
  • Elements of an effective cover letter 
  • Common mistakes in resume and cover letter writing 
  • Tips for making your resume stand out 
  • How to leverage personal experiences to differentiate yourself 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ashley-godfrey-resume/ Josiah Mackenzie Buzzsprout-15497267 Mon, 29 Jul 2024 18:00:00 -0700 534 full false How to "Manage Up" to Your Boss in Hospitality - Rob Paterson How to "Manage Up" to Your Boss in Hospitality - Rob Paterson In this episode, Rob Paterson shares how to "manage up" to your boss, which is especially tricky in a hospitality environment. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Rob Paterson shares how to "manage up" to your boss, which is especially tricky in a hospitality environment. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/rob-paterson-manage-up/ Josiah Mackenzie Buzzsprout-15494278 Mon, 29 Jul 2024 11:00:00 -0700 328 full false Training Leaders for Success in Hospitality - Rob Paterson Training Leaders for Success in Hospitality - Rob Paterson In this episode, Rob Paterson shares insights on the importance of leadership training in the hospitality industry and how to develop leaders effectively.

  • The importance of leadership training in hospitality - Rob discusses the critical role of leadership in hospitality and the current lack of investment in leadership development.
  • Leadership training as insurance - Rob explains how leadership training acts as insurance against workplace toxicity and ensures maximum output from leaders.
  • Challenges of promoting untrained individuals - The issue of promoting individuals without proper training and the impact it has on the organization.
  • Experiences with leadership training - Rob shares his personal journey, including his failures and successes, and the importance of not throwing new leaders into the "deep end."
  • The role of coaching in leadership development - Rob emphasizes the need for coaching in leadership training and how it is often overlooked in the hospitality industry.
  • Rob's journey to CEO - Rob talks about his own experience of becoming a CEO without formal training and the challenges he faced.
  • Practical and realistic leadership training - Rob discusses his approach to creating practical and realistic leadership training workshops that are relevant to the hospitality industry.

Learn more about Rob's work here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Rob Paterson shares insights on the importance of leadership training in the hospitality industry and how to develop leaders effectively.

  • The importance of leadership training in hospitality - Rob discusses the critical role of leadership in hospitality and the current lack of investment in leadership development.
  • Leadership training as insurance - Rob explains how leadership training acts as insurance against workplace toxicity and ensures maximum output from leaders.
  • Challenges of promoting untrained individuals - The issue of promoting individuals without proper training and the impact it has on the organization.
  • Experiences with leadership training - Rob shares his personal journey, including his failures and successes, and the importance of not throwing new leaders into the "deep end."
  • The role of coaching in leadership development - Rob emphasizes the need for coaching in leadership training and how it is often overlooked in the hospitality industry.
  • Rob's journey to CEO - Rob talks about his own experience of becoming a CEO without formal training and the challenges he faced.
  • Practical and realistic leadership training - Rob discusses his approach to creating practical and realistic leadership training workshops that are relevant to the hospitality industry.

Learn more about Rob's work here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/rob-paterson-training/ Josiah Mackenzie Buzzsprout-15493430 Mon, 29 Jul 2024 09:00:00 -0700 719 full false The Dark Side To Rapid Promotions in Hospitality - Rob Paterson The Dark Side To Rapid Promotions in Hospitality - Rob Paterson In this episode, Rob Paterson shares his insights on rapid promotions in the hospitality industry and how to navigate new leadership roles effectively.

Listen now to learn about:

  • Rob's career journey from starting at 18 to becoming a CEO.
  • The common issue of rapid promotions in hospitality and the lack of proper training for new leaders.
  • Research findings on the lack of management training in the hospitality industry.
  • The importance of self-leadership and emotional regulation for new leaders. (See Rob's post on this on LinkedIn)
  • Key advice for new leaders, including managing and setting expectations.

Learn more about Rob's work here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Rob Paterson shares his insights on rapid promotions in the hospitality industry and how to navigate new leadership roles effectively.

Listen now to learn about:

  • Rob's career journey from starting at 18 to becoming a CEO.
  • The common issue of rapid promotions in hospitality and the lack of proper training for new leaders.
  • Research findings on the lack of management training in the hospitality industry.
  • The importance of self-leadership and emotional regulation for new leaders. (See Rob's post on this on LinkedIn)
  • Key advice for new leaders, including managing and setting expectations.

Learn more about Rob's work here

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/rob-paterson-rapid-promotions/ Josiah Mackenzie Buzzsprout-15493328 Mon, 29 Jul 2024 06:00:00 -0700 538 full false Fresh Insights From First-Time Hoteliers on Hospitality, Community & Accidentally Going Viral - Brett & Casey McManus, Après Inn Fresh Insights From First-Time Hoteliers on Hospitality, Community & Accidentally Going Viral - Brett & Casey McManus, Après Inn In this episode, Brett & Casey McManus, owners of Après Inn in Killington, Vermont, share their journey of becoming hoteliers and accidentally going viral on Instagram @Innvestors

Listen now to learn about:

  • The Accidental Journey into Hospitality: Brett and Casey discuss their unconventional path.
  • Community Impact: The role of their hotel in the Killington, Vermont community and how they have revitalized the local area through their hospitality efforts.
  • Creating the Ideal Guest Experience: How they identified and catered to their target guests, particularly outdoor enthusiasts like skiers and mountain bikers.
  • Navigating Surprises in Hospitality: Brett and Casey share unexpected challenges and surprises they encountered while running their motel.
  • Balancing In-Person and Digital Interactions: Comparing the benefits of face-to-face guest interactions with their social media following.
  • Social Media Strategy: The organic growth of their Instagram presence and how they create engaging content with minimal time investment.
  • Lessons Learned and Future Plans: Reflections on their journey so far and their vision for the future, including potential brand partnerships and business growth.
  • Translating Teaching Skills to Hospitality: Casey explains how her background in education helps her manage guest interactions and team building in their hospitality business.
  • Expanding and Innovating: Their excitement about future opportunities and continuing to innovate in the hospitality industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Brett & Casey McManus, owners of Après Inn in Killington, Vermont, share their journey of becoming hoteliers and accidentally going viral on Instagram @Innvestors

Listen now to learn about:

  • The Accidental Journey into Hospitality: Brett and Casey discuss their unconventional path.
  • Community Impact: The role of their hotel in the Killington, Vermont community and how they have revitalized the local area through their hospitality efforts.
  • Creating the Ideal Guest Experience: How they identified and catered to their target guests, particularly outdoor enthusiasts like skiers and mountain bikers.
  • Navigating Surprises in Hospitality: Brett and Casey share unexpected challenges and surprises they encountered while running their motel.
  • Balancing In-Person and Digital Interactions: Comparing the benefits of face-to-face guest interactions with their social media following.
  • Social Media Strategy: The organic growth of their Instagram presence and how they create engaging content with minimal time investment.
  • Lessons Learned and Future Plans: Reflections on their journey so far and their vision for the future, including potential brand partnerships and business growth.
  • Translating Teaching Skills to Hospitality: Casey explains how her background in education helps her manage guest interactions and team building in their hospitality business.
  • Expanding and Innovating: Their excitement about future opportunities and continuing to innovate in the hospitality industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/brett-casey-mcmanus/ Josiah Mackenzie Buzzsprout-15481773 Sun, 28 Jul 2024 01:00:00 -0700 2752 full false The Grand Divergence: Keeping Hospitality Human in a Digital World - Michaelangelo L'Acqua The Grand Divergence: Keeping Hospitality Human in a Digital World - Michaelangelo L'Acqua In this episode, Michaelangelo L'Acqua, Global Director of Entertainment and Culture at SH Hotels and Resorts, shares insights on the evolving nature of human connection in relation to hospitality. 

Listen now to learn about:

  • Human Connection in Hospitality: Learn why hospitality will remain a bastion of human-to-human connections despite increasing automation. 
  • The Essence of Luxury: Discover the importance of mastery and human input in creating luxury experiences. 
  • Changing Definitions of Luxury: Explore how younger generations define luxury through experiences, context, and social responsibility. 

Listen to our other episode for the first part of our conversation: The Most Creative Man in Hospitality

Watch this conversation on YouTube

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michaelangelo L'Acqua, Global Director of Entertainment and Culture at SH Hotels and Resorts, shares insights on the evolving nature of human connection in relation to hospitality. 

Listen now to learn about:

  • Human Connection in Hospitality: Learn why hospitality will remain a bastion of human-to-human connections despite increasing automation. 
  • The Essence of Luxury: Discover the importance of mastery and human input in creating luxury experiences. 
  • Changing Definitions of Luxury: Explore how younger generations define luxury through experiences, context, and social responsibility. 

Listen to our other episode for the first part of our conversation: The Most Creative Man in Hospitality

Watch this conversation on YouTube

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michaelangelo-lacqua-divergence/ Josiah Mackenzie Buzzsprout-15482170 Sat, 27 Jul 2024 01:00:00 -0700 525 full false The Most Creative Man in Hospitality: Michaelangelo L'Acqua The Most Creative Man in Hospitality: Michaelangelo L'Acqua In this episode, Michaelangelo L'Acqua, Global Director of Entertainment and Culture at SH Hotels and Resorts, shares his insights on how creativity can elevate the guest experience in the hospitality industry.

Listen now to learn about:

  • Michelangelo's Unique Role (01:26) - Learn about Michelangelo's role as a creative director in the entertainment and culture space and how it differs from traditional roles.
  • The Importance of Music (03:23) - Discover why Michelangelo always starts with the soundtrack and how music can create a seamless experience that engages all five senses.
  • Translating Vision into Reality (09:59) - Understand the process of translating a brand's vision into a tangible guest experience and the importance of humility and collaboration in this process.
  • Strategic Thinking (15:45) - Explore how to strategically integrate entertainment and culture into a brand's essence.
  • Balancing Predictability and Creativity (19:57) - Learn how to maintain a balance between creating a predictable, scalable experience and keeping it fresh and inspiring.
  • Learning from Jazz (20:01) - Hear Michelangelo's analogy of jazz to explain how structured guidelines can empower creativity and improvisation in different cultural contexts.
  • Creating Moments of Awe (24:04) - Find out how hospitality can serve as a canvas for creative expression, offering opportunities to create memorable moments for guests.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Michaelangelo L'Acqua, Global Director of Entertainment and Culture at SH Hotels and Resorts, shares his insights on how creativity can elevate the guest experience in the hospitality industry.

Listen now to learn about:

  • Michelangelo's Unique Role (01:26) - Learn about Michelangelo's role as a creative director in the entertainment and culture space and how it differs from traditional roles.
  • The Importance of Music (03:23) - Discover why Michelangelo always starts with the soundtrack and how music can create a seamless experience that engages all five senses.
  • Translating Vision into Reality (09:59) - Understand the process of translating a brand's vision into a tangible guest experience and the importance of humility and collaboration in this process.
  • Strategic Thinking (15:45) - Explore how to strategically integrate entertainment and culture into a brand's essence.
  • Balancing Predictability and Creativity (19:57) - Learn how to maintain a balance between creating a predictable, scalable experience and keeping it fresh and inspiring.
  • Learning from Jazz (20:01) - Hear Michelangelo's analogy of jazz to explain how structured guidelines can empower creativity and improvisation in different cultural contexts.
  • Creating Moments of Awe (24:04) - Find out how hospitality can serve as a canvas for creative expression, offering opportunities to create memorable moments for guests.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/michaelangelo-lacqua-creativity/ Josiah Mackenzie Buzzsprout-15475800 Fri, 26 Jul 2024 01:00:00 -0700 1778 full false What's Happening in Hotel Tech Today? - Jordan Hollander, Hotel Tech Report What's Happening in Hotel Tech Today? - Jordan Hollander, Hotel Tech Report In this episode, Jordan Hollander, co-founder of Hotel Tech Report, shares insights on the evolving landscape of hotel technology, including the changing buying process, key technologies to watch, and strategies for successful implementation.

Listen now to learn about:

  • The changing buying process for hotel technology - How buyers are becoming more sophisticated, and the shift away from trade shows to online research and reviews.
  • Decentralization in decision-making - How technology purchase decisions are moving from centralized CIOs to functional areas, and the importance of empowering teams to make informed decisions.
  • Advice for buying technology - The importance of being proactive, leveraging vendor knowledge, and acting as a fiduciary for your company by evaluating multiple vendors.
  • Innovations in meetings and event sales technology - The rise of tools for real-time revenue management and sales automation, and examples of companies innovating in this space.
  • Guest experience platforms - The emergence of integrated, modular platforms and how they are driving revenue and improving guest experiences.
  • The importance of integration and best-of-breed solutions - Why hotels should focus on solutions that best serve their specific needs.
  • Successful technology implementation strategies - Examples of hotels that have effectively piloted and scaled new technologies and the importance of setting KPIs and having a clear plan for technology rollouts.
  • Upcoming AI tech stack advisor tool from Hotel Tech Report - How the new tool will provide end-to-end tech stack recommendations and audits.

Watch this conversation on YouTube

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Jordan Hollander, co-founder of Hotel Tech Report, shares insights on the evolving landscape of hotel technology, including the changing buying process, key technologies to watch, and strategies for successful implementation.

Listen now to learn about:

  • The changing buying process for hotel technology - How buyers are becoming more sophisticated, and the shift away from trade shows to online research and reviews.
  • Decentralization in decision-making - How technology purchase decisions are moving from centralized CIOs to functional areas, and the importance of empowering teams to make informed decisions.
  • Advice for buying technology - The importance of being proactive, leveraging vendor knowledge, and acting as a fiduciary for your company by evaluating multiple vendors.
  • Innovations in meetings and event sales technology - The rise of tools for real-time revenue management and sales automation, and examples of companies innovating in this space.
  • Guest experience platforms - The emergence of integrated, modular platforms and how they are driving revenue and improving guest experiences.
  • The importance of integration and best-of-breed solutions - Why hotels should focus on solutions that best serve their specific needs.
  • Successful technology implementation strategies - Examples of hotels that have effectively piloted and scaled new technologies and the importance of setting KPIs and having a clear plan for technology rollouts.
  • Upcoming AI tech stack advisor tool from Hotel Tech Report - How the new tool will provide end-to-end tech stack recommendations and audits.

Watch this conversation on YouTube

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jordan-hollander-hotel-tech/ Josiah Mackenzie Buzzsprout-15470262 Thu, 25 Jul 2024 01:00:00 -0700 1650 full false The English Escape From Loneliness & Burnout - Penny Brown, Burgh Island Hotel The English Escape From Loneliness & Burnout - Penny Brown, Burgh Island Hotel In this episode, Penny Brown, Managing Director of the Burgh Island Hotel in England, shares insights into creating a unique and relaxing hospitality experience that helps guests disconnect from their busy lives and recharge. 

Listen now to learn about:

  • The importance of the arrival experience - How the journey to the hotel and the initial welcome with champagne sets the tone for relaxation.
  • Intentional design choices for relaxation - The decision to exclude televisions from rooms to help guests disconnect and the impact of natural elements like the sound of waves and the smell of sea air.
  • Creating a unique dining experience - The different dining options available at the hotel, including a black-tie ballroom experience, a seafood restaurant, and a rustic fish and chips option.
  • Themed events and guest interaction - How themed events like Murder Mystery nights encourage guest interaction and create lasting friendships.
  • Personalized guest relations - The role of the guest relations team in understanding and accommodating guest preferences to make their stay special.
  • The evolving concept of wellness - Penny's perspective on wellness and how the hotel provides a space for guests to relax and recharge, away from the fast-paced demands of modern life.
  • Future of hospitality and experiential offerings - The exciting potential for new experiences in the hospitality industry and how Burr Island Hotel plans to incorporate them into their offerings.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Penny Brown, Managing Director of the Burgh Island Hotel in England, shares insights into creating a unique and relaxing hospitality experience that helps guests disconnect from their busy lives and recharge. 

Listen now to learn about:

  • The importance of the arrival experience - How the journey to the hotel and the initial welcome with champagne sets the tone for relaxation.
  • Intentional design choices for relaxation - The decision to exclude televisions from rooms to help guests disconnect and the impact of natural elements like the sound of waves and the smell of sea air.
  • Creating a unique dining experience - The different dining options available at the hotel, including a black-tie ballroom experience, a seafood restaurant, and a rustic fish and chips option.
  • Themed events and guest interaction - How themed events like Murder Mystery nights encourage guest interaction and create lasting friendships.
  • Personalized guest relations - The role of the guest relations team in understanding and accommodating guest preferences to make their stay special.
  • The evolving concept of wellness - Penny's perspective on wellness and how the hotel provides a space for guests to relax and recharge, away from the fast-paced demands of modern life.
  • Future of hospitality and experiential offerings - The exciting potential for new experiences in the hospitality industry and how Burr Island Hotel plans to incorporate them into their offerings.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/burgh-island-hotel/ Josiah Mackenzie Buzzsprout-15453201 Wed, 24 Jul 2024 01:00:00 -0700 1537 full false Why Hotels Need Older Staff - Penny Brown, Burgh Island Hotel Why Hotels Need Older Staff - Penny Brown, Burgh Island Hotel In this episode, Penny Brown, Managing Director of the Burgh Island Hotel in England, shares why age diversity is important and the benefits of hiring older workers in the hospitality industry. Listen now to learn about:

  • The current staffing challenges in the hospitality industry and typical hiring practices.
  • The transient nature of young workers and the impact of high turnover on hotels.
  • The lack of proper induction and care for new employees in many hotels.
  • The advantages of hiring older workers, including their maturity, reliability, and connection to the local community.
  • The importance of balancing younger and older workers to create a thriving and sustainable hospitality business.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Penny Brown, Managing Director of the Burgh Island Hotel in England, shares why age diversity is important and the benefits of hiring older workers in the hospitality industry. Listen now to learn about:

  • The current staffing challenges in the hospitality industry and typical hiring practices.
  • The transient nature of young workers and the impact of high turnover on hotels.
  • The lack of proper induction and care for new employees in many hotels.
  • The advantages of hiring older workers, including their maturity, reliability, and connection to the local community.
  • The importance of balancing younger and older workers to create a thriving and sustainable hospitality business.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/penny-brown-age-diversity/ Josiah Mackenzie Buzzsprout-15452991 Tue, 23 Jul 2024 01:00:00 -0700 403 full false This Program Attracts Talent And Cut Turnover to Just 17% - Simon Mais, EOS Hospitality This Program Attracts Talent And Cut Turnover to Just 17% - Simon Mais, EOS Hospitality In this episode, Simon Mais, CEO of EOS Hospitality, shares insights on attracting and retaining talented people in the hospitality industry.

  • The biggest challenge in the hospitality industry (00:01) - Discover why attracting and retaining talent is a significant challenge in hospitality.
  • EOS Hospitality's ethos: Humble and Kind (00:44) - Learn about the company's core values and how humility and kindness have become major draws for senior leadership and other employees.
  • Respecting and acknowledging all employees (02:58) - Understand the importance of respecting every team member's contribution, from housekeepers to dishwashers, and how this respect fosters a positive work environment.
  • EOS Family Matters program (04:24) - Get insights into the EOS Family Matters program, which offers extended family leave, and how it has helped attract and retain a younger demographic of employees.
  • Impact of family-friendly policies on employee retention (05:06) - Hear about the significant reduction in turnover rates among employees who take advantage of the family leave program and how it benefits both the company and its employees.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Simon Mais, CEO of EOS Hospitality, shares insights on attracting and retaining talented people in the hospitality industry.

  • The biggest challenge in the hospitality industry (00:01) - Discover why attracting and retaining talent is a significant challenge in hospitality.
  • EOS Hospitality's ethos: Humble and Kind (00:44) - Learn about the company's core values and how humility and kindness have become major draws for senior leadership and other employees.
  • Respecting and acknowledging all employees (02:58) - Understand the importance of respecting every team member's contribution, from housekeepers to dishwashers, and how this respect fosters a positive work environment.
  • EOS Family Matters program (04:24) - Get insights into the EOS Family Matters program, which offers extended family leave, and how it has helped attract and retain a younger demographic of employees.
  • Impact of family-friendly policies on employee retention (05:06) - Hear about the significant reduction in turnover rates among employees who take advantage of the family leave program and how it benefits both the company and its employees.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eos-talent/ Josiah Mackenzie Buzzsprout-15449851 Mon, 22 Jul 2024 01:00:00 -0700 546 full false This Is Why Operations Matters So Much In Hospitality (And Makes A Fascinating Career) - Simon Mais, EOS Hospitality This Is Why Operations Matters So Much In Hospitality (And Makes A Fascinating Career) - Simon Mais, EOS Hospitality In this episode, Simon Mais, CEO of EOS Hospitality, shares insights into the dynamic world of hotel operations and management. Listen now to learn about:

  • Why management and operations matter in the hospitality industry (00:52)
  • The appeal of a career in hotel operations (01:06)
  • The importance of adaptability and excitement in operations roles (01:50)
  • The role of revenue and accounting in successful hotel management (02:33)
  • How operations contributes to guest experience and satisfaction (02:53)
  • The holistic view of running a hospitality business (03:58)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Simon Mais, CEO of EOS Hospitality, shares insights into the dynamic world of hotel operations and management. Listen now to learn about:

  • Why management and operations matter in the hospitality industry (00:52)
  • The appeal of a career in hotel operations (01:06)
  • The importance of adaptability and excitement in operations roles (01:50)
  • The role of revenue and accounting in successful hotel management (02:33)
  • How operations contributes to guest experience and satisfaction (02:53)
  • The holistic view of running a hospitality business (03:58)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/simon-mais-operations/ Josiah Mackenzie Buzzsprout-15449812 Sun, 21 Jul 2024 17:00:00 -0700 444 full false Power Up Your Profits with Plant-Based Menu Options - Meredith Marin, Vegan Hospitality Power Up Your Profits with Plant-Based Menu Options - Meredith Marin, Vegan Hospitality In this episode, Meredith Marin, CEO of Vegan Hospitality, shares insights on how to cater to vegan guests and the importance of plant-based options in the hospitality industry.

  • Why catering to vegan guests matters (01:16) - Understanding the importance of inclusivity and the "veto vote" phenomenon.
  • Common reasons people adopt a plant-based diet (08:22) - Health benefits, sustainability concerns, and animal welfare considerations.
  • Developing a vegan guest strategy (12:14) - Mapping the guest journey and ensuring a consistent experience for vegan guests.
  • Menu engineering and labeling (17:28) - The importance of accurate labels, color psychology, and effective menu descriptions.
  • The benefits of separate vegan menus (20:38) - Minimizing service mistakes and enhancing the guest experience.
  • Certification and industry standards (23:40) - Vegan Hospitality's Global Hospitality & Tourism Certification and its impact on the industry.

You may also enjoy: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Meredith Marin, CEO of Vegan Hospitality, shares insights on how to cater to vegan guests and the importance of plant-based options in the hospitality industry.

  • Why catering to vegan guests matters (01:16) - Understanding the importance of inclusivity and the "veto vote" phenomenon.
  • Common reasons people adopt a plant-based diet (08:22) - Health benefits, sustainability concerns, and animal welfare considerations.
  • Developing a vegan guest strategy (12:14) - Mapping the guest journey and ensuring a consistent experience for vegan guests.
  • Menu engineering and labeling (17:28) - The importance of accurate labels, color psychology, and effective menu descriptions.
  • The benefits of separate vegan menus (20:38) - Minimizing service mistakes and enhancing the guest experience.
  • Certification and industry standards (23:40) - Vegan Hospitality's Global Hospitality & Tourism Certification and its impact on the industry.

You may also enjoy: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/meredith-marin-vegan-hospitality/ Josiah Mackenzie Buzzsprout-15442153 Sat, 20 Jul 2024 01:00:00 -0700 1960 full false How We Give “Free” Money to Our Communities (And The Results It Drives) - Simon Mais, EOS Hospitality How We Give “Free” Money to Our Communities (And The Results It Drives) - Simon Mais, EOS Hospitality In this episode, Simon Mais, CEO of EOS Hospitality, shares how his company has developed a way to give back to the communities it operates in without reducing the profits of the hotels it manages.

  • Introduction to the Community Impact Program (00:59) - Learn about the 1% impact fee charged to hotel guests and how these funds are allocated for community benefits.
  • Local vs. National Impact (01:10) - Understand the decision-making process behind focusing on local community impact rather than national organizations.
  • Case Study: Isla Bella in Marathon, Florida (02:05) - Discover how Isla Bella generated $400,000 in community impact dollars and supported local initiatives like schools, the Turtle Fund, and the Turtle Hospital.
  • Partnership with Conch Republic Marine Army (02:26) - Explore the partnership with a volunteer organization that cleans beaches and how guests can participate in these activities.
  • Impact on Local Environment and Tourism (03:07) - Learn about the environmental benefits and how clean beaches and waters enhance the hotel experience for guests.
  • Example from Kennebunkport Resort Collection in Maine (04:09) - Hear about the donation to Habitat for Humanity and the construction of houses for employees.
  • Community Feedback and Business Benefits (04:40) - Understand the positive feedback from communities and how the program helps in attracting and retaining talent.
  • Aligning Owner Interests with Community Impact (05:45) - Learn about the business benefits of the program, including reduced recruiting costs and enhanced community relations.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Simon Mais, CEO of EOS Hospitality, shares how his company has developed a way to give back to the communities it operates in without reducing the profits of the hotels it manages.

  • Introduction to the Community Impact Program (00:59) - Learn about the 1% impact fee charged to hotel guests and how these funds are allocated for community benefits.
  • Local vs. National Impact (01:10) - Understand the decision-making process behind focusing on local community impact rather than national organizations.
  • Case Study: Isla Bella in Marathon, Florida (02:05) - Discover how Isla Bella generated $400,000 in community impact dollars and supported local initiatives like schools, the Turtle Fund, and the Turtle Hospital.
  • Partnership with Conch Republic Marine Army (02:26) - Explore the partnership with a volunteer organization that cleans beaches and how guests can participate in these activities.
  • Impact on Local Environment and Tourism (03:07) - Learn about the environmental benefits and how clean beaches and waters enhance the hotel experience for guests.
  • Example from Kennebunkport Resort Collection in Maine (04:09) - Hear about the donation to Habitat for Humanity and the construction of houses for employees.
  • Community Feedback and Business Benefits (04:40) - Understand the positive feedback from communities and how the program helps in attracting and retaining talent.
  • Aligning Owner Interests with Community Impact (05:45) - Learn about the business benefits of the program, including reduced recruiting costs and enhanced community relations.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/eos-community/ Josiah Mackenzie Buzzsprout-15438080 Fri, 19 Jul 2024 01:00:00 -0700 551 full false Why I Gave A Billionaire a Fridge Full of Coke: What I've Learned About High-Touch Service in a High-Tech World - Nikheel Advani, Grace Bay Resorts Why I Gave A Billionaire a Fridge Full of Coke: What I've Learned About High-Touch Service in a High-Tech World - Nikheel Advani, Grace Bay Resorts In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on excellence in hospitality and how to scale it across multiple properties.

  • Guest Experience and Personalization (01:00) - Hear a story about a guest's feedback on the price of Diet Coke and how the team responded to enhance the guest experience.
  • Scaling Operations (02:59) - Discover the operational challenges and strategies involved in scaling from a single property to multiple resorts.
  • Building a Strong Team (03:23) - Understand the importance of having a great business partner and team members, and how they contribute to the company's success.
  • Creating a Unique DNA (05:29) - Learn how Grace Bay Resorts developed its unique DNA by integrating systems and processes from various luxury brands.
  • Importance of Culture and People (05:40) - Explore the role of leadership, culture, and team dynamics in creating a successful hospitality business.
  • Effective Communication (06:15) - Find out how the company communicates its DNA and values to new team members and ensures alignment across all levels.
  • Technology in Hospitality (08:05) - Gain insights into how technology is used to improve processes and service delivery in luxury hospitality, while maintaining a high-touch experience.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on excellence in hospitality and how to scale it across multiple properties.

  • Guest Experience and Personalization (01:00) - Hear a story about a guest's feedback on the price of Diet Coke and how the team responded to enhance the guest experience.
  • Scaling Operations (02:59) - Discover the operational challenges and strategies involved in scaling from a single property to multiple resorts.
  • Building a Strong Team (03:23) - Understand the importance of having a great business partner and team members, and how they contribute to the company's success.
  • Creating a Unique DNA (05:29) - Learn how Grace Bay Resorts developed its unique DNA by integrating systems and processes from various luxury brands.
  • Importance of Culture and People (05:40) - Explore the role of leadership, culture, and team dynamics in creating a successful hospitality business.
  • Effective Communication (06:15) - Find out how the company communicates its DNA and values to new team members and ensures alignment across all levels.
  • Technology in Hospitality (08:05) - Gain insights into how technology is used to improve processes and service delivery in luxury hospitality, while maintaining a high-touch experience.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/nikheel-advani-luxury-operations/ Josiah Mackenzie Buzzsprout-15425586 Thu, 18 Jul 2024 01:00:00 -0700 819 full false The "Caribbean Hug" Surprised Me, Then Made Me Want To Amplify Authentically Local Hospitality - Nikheel Advani, Grace Bay Resorts The "Caribbean Hug" Surprised Me, Then Made Me Want To Amplify Authentically Local Hospitality - Nikheel Advani, Grace Bay Resorts In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on leveraging local culture and best practices in hospitality to create remarkable guest experiences.

  • The Power of Local Culture in Hospitality - Learn how embracing the local culture and authentic interactions can enhance guest experiences.
  • The Importance of Emotional Connections - Discover the impact of genuine emotional bonds, such as the "Caribbean hug," on guest satisfaction and loyalty.
  • Community Involvement and Guest Engagement - Understand the benefits of involving guests in local community activities and how it fosters a deeper connection to the destination.
  • Founding of Grace Bay Club Hotel School - Explore the motivations and processes behind establishing a training center to educate and empower local staff in hospitality.
  • Exposure to Global Hospitality Practices - Hear about the value of sending staff to international hotels to gain diverse experiences and bring back new energy and ideas.
  • Training and Mentorship Systems - Learn about the role of HR directors, general managers, and mentor systems in acclimatizing staff to high standards of hospitality.
  • Balancing Warmth with Expectations - How to balance the warmth of local hospitality with the luxury expectations of guests.
  • Understanding Guest Psychology - Discover the importance of reading guests' needs and behaviors to provide personalized and exceptional service.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on leveraging local culture and best practices in hospitality to create remarkable guest experiences.

  • The Power of Local Culture in Hospitality - Learn how embracing the local culture and authentic interactions can enhance guest experiences.
  • The Importance of Emotional Connections - Discover the impact of genuine emotional bonds, such as the "Caribbean hug," on guest satisfaction and loyalty.
  • Community Involvement and Guest Engagement - Understand the benefits of involving guests in local community activities and how it fosters a deeper connection to the destination.
  • Founding of Grace Bay Club Hotel School - Explore the motivations and processes behind establishing a training center to educate and empower local staff in hospitality.
  • Exposure to Global Hospitality Practices - Hear about the value of sending staff to international hotels to gain diverse experiences and bring back new energy and ideas.
  • Training and Mentorship Systems - Learn about the role of HR directors, general managers, and mentor systems in acclimatizing staff to high standards of hospitality.
  • Balancing Warmth with Expectations - How to balance the warmth of local hospitality with the luxury expectations of guests.
  • Understanding Guest Psychology - Discover the importance of reading guests' needs and behaviors to provide personalized and exceptional service.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/nikheel-advani-training/ Josiah Mackenzie Buzzsprout-15425573 Wed, 17 Jul 2024 01:00:00 -0700 792 full false How Our Beach Walk Arrival Sets The Stage for Wellness - Nikheel Advani, Grace Bay Resorts How Our Beach Walk Arrival Sets The Stage for Wellness - Nikheel Advani, Grace Bay Resorts In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on how wellness and first impressions create an unforgettable guest experience. Listen now to learn about:

  • The importance of first impressions in hospitality
  • How Grace Bay Resorts integrates wellness into the guest experience 
  • The therapeutic value of nature and beach walks 
  • The role of wellness coaches in enhancing guest relaxation
  • Strategies for encouraging family bonding and meaningful conversations 
  • The impact of digital devices on family interactions and how to mitigate it 
  • Innovative wellness programming ideas for luxury hotels 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on how wellness and first impressions create an unforgettable guest experience. Listen now to learn about:

  • The importance of first impressions in hospitality
  • How Grace Bay Resorts integrates wellness into the guest experience 
  • The therapeutic value of nature and beach walks 
  • The role of wellness coaches in enhancing guest relaxation
  • Strategies for encouraging family bonding and meaningful conversations 
  • The impact of digital devices on family interactions and how to mitigate it 
  • Innovative wellness programming ideas for luxury hotels 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/grace-bay-resorts-wellness/ Josiah Mackenzie Buzzsprout-15419982 Tue, 16 Jul 2024 01:00:00 -0700 456 full false Abundance Mindset Mentorship - Nikheel Advani, Grace Bay Resorts Abundance Mindset Mentorship - Nikheel Advani, Grace Bay Resorts In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares his journey and insights on the power of leadership and mentorship in the hospitality industry.

  • The importance of mentorship in career growth (01:14) - Nikheel discusses how mentorship has been a common theme throughout his career, starting with his father and continuing with various leaders at the Ritz-Carlton.
  • Key advice from mentors (03:18) - Nikheel shares a pivotal piece of advice from a mentor about choosing long-term growth over immediate financial gain.
  • Impact of international and cross-cultural experiences (04:49) - Nikheel explains how working in different countries and cultures has shaped his leadership style and approach to hospitality.
  • Mentorship in action: Developing future leaders (06:38) - Nikheel talks about how he mentors others, including examples of former colleagues who have become successful general managers and entrepreneurs.
  • The abundance mentality in leadership (09:10) - Nikheel emphasizes the importance of celebrating employees' growth, even if it means they leave the company, and maintaining a positive, abundance-focused mindset.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares his journey and insights on the power of leadership and mentorship in the hospitality industry.

  • The importance of mentorship in career growth (01:14) - Nikheel discusses how mentorship has been a common theme throughout his career, starting with his father and continuing with various leaders at the Ritz-Carlton.
  • Key advice from mentors (03:18) - Nikheel shares a pivotal piece of advice from a mentor about choosing long-term growth over immediate financial gain.
  • Impact of international and cross-cultural experiences (04:49) - Nikheel explains how working in different countries and cultures has shaped his leadership style and approach to hospitality.
  • Mentorship in action: Developing future leaders (06:38) - Nikheel talks about how he mentors others, including examples of former colleagues who have become successful general managers and entrepreneurs.
  • The abundance mentality in leadership (09:10) - Nikheel emphasizes the importance of celebrating employees' growth, even if it means they leave the company, and maintaining a positive, abundance-focused mindset.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/nikheel-advani-mentorship/ Josiah Mackenzie Buzzsprout-15417506 Mon, 15 Jul 2024 17:00:00 -0700 779 full false How to Unlock Potential Through Leadership in Hospitality - Dr. Matthew Ohlson, University of North Florida How to Unlock Potential Through Leadership in Hospitality - Dr. Matthew Ohlson, University of North Florida In this episode, Dr. Matthew Olson, professor at the University of North Florida and director of the Taylor Leadership Institute, shares insights on what it takes to excel in leadership and how to empower others effectively.

  • Introduction to Dr. Matt Olson and his role (01:42) - Learn about Dr. Olson's background and his work at the University of North Florida.
  • Defining Leadership and Its Importance (02:26) - Understand Dr. Olson's perspective on leadership as influence rather than a position or title.
  • Empowering Leadership in Organizations (03:28) - Discover why empowering leadership within teams is crucial for organizational success and personal fulfillment.
  • The Impact of Leadership on Employee Engagement (04:46) - Hear about the transformation leaders experience when they focus on celebrating their team's strengths.
  • Developing Leadership Skills through Real-World Experience (06:16) - Learn about the Leadership Excellence Apprentice Program and how it integrates real-world experiences with academic learning.
  • The Role of Shadowing in Leadership Development (14:44) - Get insights into the benefits of shadowing executives and how it enhances leadership skills.
  • Key Takeaways on Teaching and Empowering Future Leaders (17:05) - Dr. Olson shares his top takeaways on teaching, training, and empowering the next generation of leaders.
  • The Importance of Service and Continuous Learning (17:32) - Understand the significance of serving others and the necessity of continuous learning in effective leadership.
  • How to Learn More About Dr. Olson's Work (20:44) - Find out where to go to learn more about Dr. Olson and his leadership programs.

Also: Listen to Lessons in Leading a Culture of Excellence with Greg Cook, The Ritz-Carlton, Amelia Island

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dr. Matthew Olson, professor at the University of North Florida and director of the Taylor Leadership Institute, shares insights on what it takes to excel in leadership and how to empower others effectively.

  • Introduction to Dr. Matt Olson and his role (01:42) - Learn about Dr. Olson's background and his work at the University of North Florida.
  • Defining Leadership and Its Importance (02:26) - Understand Dr. Olson's perspective on leadership as influence rather than a position or title.
  • Empowering Leadership in Organizations (03:28) - Discover why empowering leadership within teams is crucial for organizational success and personal fulfillment.
  • The Impact of Leadership on Employee Engagement (04:46) - Hear about the transformation leaders experience when they focus on celebrating their team's strengths.
  • Developing Leadership Skills through Real-World Experience (06:16) - Learn about the Leadership Excellence Apprentice Program and how it integrates real-world experiences with academic learning.
  • The Role of Shadowing in Leadership Development (14:44) - Get insights into the benefits of shadowing executives and how it enhances leadership skills.
  • Key Takeaways on Teaching and Empowering Future Leaders (17:05) - Dr. Olson shares his top takeaways on teaching, training, and empowering the next generation of leaders.
  • The Importance of Service and Continuous Learning (17:32) - Understand the significance of serving others and the necessity of continuous learning in effective leadership.
  • How to Learn More About Dr. Olson's Work (20:44) - Find out where to go to learn more about Dr. Olson and his leadership programs.

Also: Listen to Lessons in Leading a Culture of Excellence with Greg Cook, The Ritz-Carlton, Amelia Island

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/matthew-ohlson-leadership/ Josiah Mackenzie Buzzsprout-15412573 Mon, 15 Jul 2024 01:00:00 -0700 1528 full false How We Provide Fully Integrated, Transformational Experiences - Tony Greenberg, SingleThread How We Provide Fully Integrated, Transformational Experiences - Tony Greenberg, SingleThread In this episode, Tony Greenberg, co-owner of SingleThread, shares insights into the strategy and unique approach that has helped SingleThread become one of the top hospitality businesses in the world.

  • Tony's perspective on the evolving hospitality economy (01:40) - Learn about the shift from material goods to transformational experiences, and the integration of restaurants and hotels in the hospitality industry.
  • The role of the inn in SingleThread's business model (05:25) - Discover how the inn complements the farm and restaurant, and hear about the unique experiences offered to guests staying at the inn.
  • The importance of team and culture at SingleThread (20:02) - Explore how SingleThread attracts and retains talented individuals, and understand the significance of humility and compassion in their team dynamics.
  • Tony's journey and partnership with Kyle and Katina (12:30) - Learn about Tony's background and how he met Kyle and Katina, and hear about the development and growth of SingleThread over the years.
  • Feedback and continuous improvement (40:31) - Discover how SingleThread collects and utilizes guest feedback and understand the importance of internal feedback and constructive criticism.
  • Future plans and developments for SingleThread (43:14) - Get a sneak peek into upcoming projects and expansions and learn about the vision for creating a cohesive multi-stay experience in Healdsburg.

This is part of our series on SingleThread. Listen to episode 1 here, episode 2 here, and episode 3 here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Tony Greenberg, co-owner of SingleThread, shares insights into the strategy and unique approach that has helped SingleThread become one of the top hospitality businesses in the world.

  • Tony's perspective on the evolving hospitality economy (01:40) - Learn about the shift from material goods to transformational experiences, and the integration of restaurants and hotels in the hospitality industry.
  • The role of the inn in SingleThread's business model (05:25) - Discover how the inn complements the farm and restaurant, and hear about the unique experiences offered to guests staying at the inn.
  • The importance of team and culture at SingleThread (20:02) - Explore how SingleThread attracts and retains talented individuals, and understand the significance of humility and compassion in their team dynamics.
  • Tony's journey and partnership with Kyle and Katina (12:30) - Learn about Tony's background and how he met Kyle and Katina, and hear about the development and growth of SingleThread over the years.
  • Feedback and continuous improvement (40:31) - Discover how SingleThread collects and utilizes guest feedback and understand the importance of internal feedback and constructive criticism.
  • Future plans and developments for SingleThread (43:14) - Get a sneak peek into upcoming projects and expansions and learn about the vision for creating a cohesive multi-stay experience in Healdsburg.

This is part of our series on SingleThread. Listen to episode 1 here, episode 2 here, and episode 3 here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/tony-greenberg/ Josiah Mackenzie Buzzsprout-15409315 Sun, 14 Jul 2024 08:00:00 -0700 2930 full false Cultivating Heartfelt Hospitality - Nathan Woods Cultivating Heartfelt Hospitality - Nathan Woods In this episode, Nathan Woods shares his insights on cultivating a heart of hospitality and how it can transform both personal and professional interactions.

  • The concept of providing hospitality with both home and heart 
  • The importance of seeing everyone as beloved and deeply loved
  • How gratitude and recognition of others' needs can open up opportunities for hospitality 
  • The intrinsic value of people and its impact on creating beautiful hospitality experiences 

Listen to our other episode with Nathan: From Track and Field to Treehouses: Lessons for Hospitality From Building Businesses In Other Industries

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Nathan Woods shares his insights on cultivating a heart of hospitality and how it can transform both personal and professional interactions.

  • The concept of providing hospitality with both home and heart 
  • The importance of seeing everyone as beloved and deeply loved
  • How gratitude and recognition of others' needs can open up opportunities for hospitality 
  • The intrinsic value of people and its impact on creating beautiful hospitality experiences 

Listen to our other episode with Nathan: From Track and Field to Treehouses: Lessons for Hospitality From Building Businesses In Other Industries

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/nathan-woods-beloved/ Josiah Mackenzie Buzzsprout-15409146 Sun, 14 Jul 2024 01:00:00 -0700 486 full false How Stories Unlock Success in Hospitality - Scott Roby, Storyteller Hospitality How Stories Unlock Success in Hospitality - Scott Roby, Storyteller Hospitality In this episode, Scott Roby, founder of Storyteller Hospitality, shares his journey that led him to create a consultancy focused on story-based business strategies and how you can unlock success in your career and business through stories.

  • Founding Storyteller Hospitality (03:36) - Understand the inspiration behind Storyteller Hospitality and how Scott launched the consultancy.
  • The Power of Storytelling (05:28) - Explore how storytelling can build culture, attract talent, and drive business performance.
  • Personal Storytelling for Career Growth (09:45) - Get tips on assessing your strengths and weaknesses and aligning your personal story with your career goals.
  • Organizational Storytelling and Culture (12:09) - Learn about the importance of creating a high-performance culture that attracts and retains top talent.
  • Tactical Implementation of Storytelling (18:02) - Hear about the practical aspects of integrating storytelling into business strategy and operations.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Scott Roby, founder of Storyteller Hospitality, shares his journey that led him to create a consultancy focused on story-based business strategies and how you can unlock success in your career and business through stories.

  • Founding Storyteller Hospitality (03:36) - Understand the inspiration behind Storyteller Hospitality and how Scott launched the consultancy.
  • The Power of Storytelling (05:28) - Explore how storytelling can build culture, attract talent, and drive business performance.
  • Personal Storytelling for Career Growth (09:45) - Get tips on assessing your strengths and weaknesses and aligning your personal story with your career goals.
  • Organizational Storytelling and Culture (12:09) - Learn about the importance of creating a high-performance culture that attracts and retains top talent.
  • Tactical Implementation of Storytelling (18:02) - Hear about the practical aspects of integrating storytelling into business strategy and operations.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/scott-roby-stories/ Josiah Mackenzie Buzzsprout-15401679 Sat, 13 Jul 2024 01:00:00 -0700 1382 full false How Our Former Summer Camp Become One of The Best 100 Hotels in the World - Lisa Karvellas, Cedar Lakes Estate How Our Former Summer Camp Become One of The Best 100 Hotels in the World - Lisa Karvellas, Cedar Lakes Estate In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares insights on how her business has achieved recognition as one of the Travel & Leisure Best 100 Hotels in the World and the unique ways her team creates memorable experiences for guests.

  • Attentive Service: Discover the importance of personalized service and how small, thoughtful gestures by staff can leave lasting impressions on guests.
  • Maintaining Energy and Inspiration: Understand how Lisa and her team stay inspired and energized, especially when managing high-stakes events like weddings.
  • Effective Communication: Hear about the role of communication in fostering a strong team culture, including the structure and benefits of their weekly company-wide meetings.
If you liked this, you may enjoy our other episodes with Lisa:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares insights on how her business has achieved recognition as one of the Travel & Leisure Best 100 Hotels in the World and the unique ways her team creates memorable experiences for guests.

  • Attentive Service: Discover the importance of personalized service and how small, thoughtful gestures by staff can leave lasting impressions on guests.
  • Maintaining Energy and Inspiration: Understand how Lisa and her team stay inspired and energized, especially when managing high-stakes events like weddings.
  • Effective Communication: Hear about the role of communication in fostering a strong team culture, including the structure and benefits of their weekly company-wide meetings.
If you liked this, you may enjoy our other episodes with Lisa:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/cedar-lakes-estate-best/ Josiah Mackenzie Buzzsprout-15401681 Fri, 12 Jul 2024 01:00:00 -0700 669 full false Secrets to a 4% Employee Turnover Rate: Here's How We Earned Inc. 500 Best Places to Work Recognition - Lisa Karvellas, Cedar Lakes Estate Secrets to a 4% Employee Turnover Rate: Here's How We Earned Inc. 500 Best Places to Work Recognition - Lisa Karvellas, Cedar Lakes Estate In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares insights on how she and her sister transformed a former summer camp into a high-end retreat and built a remarkable workplace culture that earned them a spot on the Inc. 500 Best Places to Work list.

  • Approach to hiring and staffing (01:51) - Lisa explains their unique hiring strategies, including the benefits of hiring locally and the importance of giving employees multiple chances to succeed.
  • Interview process and key questions (04:11) - Discover the fun and insightful questions they ask during interviews to determine if a candidate is a good fit for their culture.
  • Creating a culture of fun and excellence (05:38) - Lisa shares practical ways they foster a fun yet high-performing work environment, including allowing staff to be themselves and encouraging creative programming ideas.
  • Community engagement and employee pride (08:25) - Understand how Cedar Lakes Estate engages with the local community and instills a sense of pride in its employees, making it a magnetic place to work.
  • Intensive training programs (09:38) - Learn about their rigorous training programs, including the two-day "Camp Cedar," which ensures all employees meet their high standards of service and excellence.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares insights on how she and her sister transformed a former summer camp into a high-end retreat and built a remarkable workplace culture that earned them a spot on the Inc. 500 Best Places to Work list.

  • Approach to hiring and staffing (01:51) - Lisa explains their unique hiring strategies, including the benefits of hiring locally and the importance of giving employees multiple chances to succeed.
  • Interview process and key questions (04:11) - Discover the fun and insightful questions they ask during interviews to determine if a candidate is a good fit for their culture.
  • Creating a culture of fun and excellence (05:38) - Lisa shares practical ways they foster a fun yet high-performing work environment, including allowing staff to be themselves and encouraging creative programming ideas.
  • Community engagement and employee pride (08:25) - Understand how Cedar Lakes Estate engages with the local community and instills a sense of pride in its employees, making it a magnetic place to work.
  • Intensive training programs (09:38) - Learn about their rigorous training programs, including the two-day "Camp Cedar," which ensures all employees meet their high standards of service and excellence.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/cedar-lakes-estate-work/ Josiah Mackenzie Buzzsprout-15394442 Thu, 11 Jul 2024 02:00:00 -0700 806 full false How We Created "Summer Camp" for Spotify, Unforgettable Weddings & More - Lisa Karvellas, Cedar Lakes Estate How We Created "Summer Camp" for Spotify, Unforgettable Weddings & More - Lisa Karvellas, Cedar Lakes Estate In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares how she and her sister transformed a 1920s summer camp into a world-class destination for weddings, retreats, and boutique hospitality.

  • Adapting to New Uses: Learn how Lisa and her sister adapted Cedar Lakes Estate to function both as an event venue and a boutique hotel. 
  • The Importance of Guest Feedback: Discover the role of guest feedback in shaping strategy and accelerating growth. 
  • Creating Exclusive, Immersive Event Experiences: Get tips on what it takes to provide these experiences. 
  • Maintaining an Engaging Workplace: Understand how Lisa maintains a fun and engaging workplace for her staff. 
  • Winter Operations: Hear why Cedar Lakes Estate stays open during the off-season and how it benefits their staff and operations. 
  • Event Hosting Philosophy: Explore why Lisa and her team focus on events and their unique approach to hosting weddings and retreats. 
  • Slow and Steady Growth: Learn the importance of slowly growing a hospitality business and listening to client feedback. 
  • Post-COVID Changes: Find out how the event world has changed post-COVID and how Cedar Lakes Estate has adapted.
  • Creating a Fun Environment: Learn about the importance of fun as a core value at Cedar Lakes Estate and how it contributes to their success. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares how she and her sister transformed a 1920s summer camp into a world-class destination for weddings, retreats, and boutique hospitality.

  • Adapting to New Uses: Learn how Lisa and her sister adapted Cedar Lakes Estate to function both as an event venue and a boutique hotel. 
  • The Importance of Guest Feedback: Discover the role of guest feedback in shaping strategy and accelerating growth. 
  • Creating Exclusive, Immersive Event Experiences: Get tips on what it takes to provide these experiences. 
  • Maintaining an Engaging Workplace: Understand how Lisa maintains a fun and engaging workplace for her staff. 
  • Winter Operations: Hear why Cedar Lakes Estate stays open during the off-season and how it benefits their staff and operations. 
  • Event Hosting Philosophy: Explore why Lisa and her team focus on events and their unique approach to hosting weddings and retreats. 
  • Slow and Steady Growth: Learn the importance of slowly growing a hospitality business and listening to client feedback. 
  • Post-COVID Changes: Find out how the event world has changed post-COVID and how Cedar Lakes Estate has adapted.
  • Creating a Fun Environment: Learn about the importance of fun as a core value at Cedar Lakes Estate and how it contributes to their success. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/cedar-lakes-estate/ Josiah Mackenzie Buzzsprout-15388787 Wed, 10 Jul 2024 01:00:00 -0700 1070 full false The Keys to Guest Experience and Technology in Luxury Hospitality - Dino Michael, Hilton The Keys to Guest Experience and Technology in Luxury Hospitality - Dino Michael, Hilton In this episode, Dino Michael, Hilton's Global Category Head of Luxury Brands, shares insights into how Hilton balances technology and human interaction to elevate the guest experience.

Listen now to learn about:

  •  How Hilton collects and uses guest preferences to personalize stays.
  • Strategies for achieving excellence at scale across multiple luxury brands.
  • The importance of taking team members on a journey to ensure they feel connected and empowered in their roles.
  • The importance of reading guest cues to provide a seamless experience.
  • The role of emotional cues, sensory elements, and behavior of team members in amplifying the guest experience.
  • Hilton’s approach to innovation, including technology such as digital keys.
  • The parallels between luxury hospitality and other luxury verticals, and how these insights can be applied across the industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dino Michael, Hilton's Global Category Head of Luxury Brands, shares insights into how Hilton balances technology and human interaction to elevate the guest experience.

Listen now to learn about:

  •  How Hilton collects and uses guest preferences to personalize stays.
  • Strategies for achieving excellence at scale across multiple luxury brands.
  • The importance of taking team members on a journey to ensure they feel connected and empowered in their roles.
  • The importance of reading guest cues to provide a seamless experience.
  • The role of emotional cues, sensory elements, and behavior of team members in amplifying the guest experience.
  • Hilton’s approach to innovation, including technology such as digital keys.
  • The parallels between luxury hospitality and other luxury verticals, and how these insights can be applied across the industry.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dino-michael-guest-experience/ Josiah Mackenzie Buzzsprout-15374140 Tue, 09 Jul 2024 01:00:00 -0700 1227 full false More Than A "Stepping Stone": How My Journey To Leading Hilton's Luxury Brands Showed Me Hospitality is the Ultimate Career Choice - Dino Michael, Hilton More Than A "Stepping Stone": How My Journey To Leading Hilton's Luxury Brands Showed Me Hospitality is the Ultimate Career Choice - Dino Michael, Hilton In this episode, Dino Michael, Global Category Head of Luxury Brands at Hilton, shares his inspiring journey from being a server at Planet Hollywood to leading iconic luxury brands at Hilton such as 

Listen now to learn about:

  • The importance of communicating the benefits of a career in hospitality
  • Dino's early life and family influences that shaped his career (02:09)
  • How working at Planet Hollywood instilled a love for the restaurant business (03:43)
  • The diverse career opportunities within the hospitality industry (06:07)
  • Advice for those starting their careers in hospitality (08:05)
  • Insights on leadership and accessibility from Hilton CEO Chris Nassetta (09:20)
  • The significance of culture and family within Hilton (11:37)
  • Dino's personal journey and its potential to inspire others (14:22)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dino Michael, Global Category Head of Luxury Brands at Hilton, shares his inspiring journey from being a server at Planet Hollywood to leading iconic luxury brands at Hilton such as 

Listen now to learn about:

  • The importance of communicating the benefits of a career in hospitality
  • Dino's early life and family influences that shaped his career (02:09)
  • How working at Planet Hollywood instilled a love for the restaurant business (03:43)
  • The diverse career opportunities within the hospitality industry (06:07)
  • Advice for those starting their careers in hospitality (08:05)
  • Insights on leadership and accessibility from Hilton CEO Chris Nassetta (09:20)
  • The significance of culture and family within Hilton (11:37)
  • Dino's personal journey and its potential to inspire others (14:22)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dino-michael-career/ Josiah Mackenzie Buzzsprout-15367597 Mon, 08 Jul 2024 01:00:00 -0700 1116 full false Lessons in Hospitality From My Family, For My Family - Reg Smith Lessons in Hospitality From My Family, For My Family - Reg Smith In this episode, Reg Smith, part of a family that has defined the hospitality experience in northern Michigan through their hotels and restaurants, shares the story of his family's legacy and the lessons they've learned in stewarding it while staying personally engaged in the work of hospitality.

  • The origins of Stafford's Bay View Inn and the early days of the family business (01:13)
  • What a Chautauqua community is and its significance in northern Michigan (02:45)
  • The story of how Reg's parents met and started their journey in the hospitality industry (05:45)
  • Reg's earliest memories of growing up in the hospitality business and the family involvement (12:09)
  • Lessons learned from his parents about service and running a dining room (15:52)
  • The challenges and rewards of working in hospitality, especially during holidays (20:03)
  • The importance of community involvement and the impact of their business on downtown Petoskey (44:05)
  • The role of family in the business and how Reg's children are involved (34:45)
  • The cultural and operational lessons Reg learned from working outside northern Michigan (25:00)
  • The significance of hiring and training staff with a natural inclination for service (28:51)
  • The inclusive nature of northern Michigan hospitality and its impact on guests from all walks of life (48:43)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Reg Smith, part of a family that has defined the hospitality experience in northern Michigan through their hotels and restaurants, shares the story of his family's legacy and the lessons they've learned in stewarding it while staying personally engaged in the work of hospitality.

  • The origins of Stafford's Bay View Inn and the early days of the family business (01:13)
  • What a Chautauqua community is and its significance in northern Michigan (02:45)
  • The story of how Reg's parents met and started their journey in the hospitality industry (05:45)
  • Reg's earliest memories of growing up in the hospitality business and the family involvement (12:09)
  • Lessons learned from his parents about service and running a dining room (15:52)
  • The challenges and rewards of working in hospitality, especially during holidays (20:03)
  • The importance of community involvement and the impact of their business on downtown Petoskey (44:05)
  • The role of family in the business and how Reg's children are involved (34:45)
  • The cultural and operational lessons Reg learned from working outside northern Michigan (25:00)
  • The significance of hiring and training staff with a natural inclination for service (28:51)
  • The inclusive nature of northern Michigan hospitality and its impact on guests from all walks of life (48:43)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/reg-smith/ Josiah Mackenzie Buzzsprout-15359015 Sun, 07 Jul 2024 01:00:00 -0700 3227 full false What It Takes To Recruit & Retain Top Executive Talent in Hospitality (And Become That Talent) - Sean Tribull, Venari Partners What It Takes To Recruit & Retain Top Executive Talent in Hospitality (And Become That Talent) - Sean Tribull, Venari Partners In this episode, Sean Tribull, Practice Lead for Leisure and Hospitality at Venari Partners, shares his journey in hospitality, insights on leadership, and effective strategies for recruiting and retaining top executive talent.

  • Sean's Career Journey in Hospitality (02:02) - Learn about Sean's international background and his early career experiences, including his apprenticeship at Brenner's Park-Hotel & Spa in Germany and his education at Les Roches in Switzerland.
  • The Importance of Operations in Hospitality (09:49) - Discover why operations are fundamental to the hospitality industry and how they serve as the visible part of the guest experience.
  • Effective Leadership in Hospitality (11:11) - Hear about the leadership qualities that make a significant impact, including a story about Frank Malmbach, a leader who balanced decision-making with personal engagement with staff.
  • Trends and Challenges in Hiring Executive Talent (15:08) - Understand the current trends in hiring within the hospitality industry, the importance of cognitive diversity, and the common biases that affect hiring decisions.
  • Building a Compelling Employer Brand (22:32) - Learn how to make your organization attractive to top talent by being true to your company values and ensuring a positive hiring experience.
  • Retaining Top Talent (33:02) - Explore strategies for retaining top talent, including living up to promises made during the hiring process and providing growth opportunities.
  • Advice for Aspiring Hospitality Leaders (38:01) - Get practical tips for hospitality leaders looking to advance their careers, including the importance of building both internal and external networks.
  • Effective Collaboration with Executive Search Firms (48:25) - Find out how to work effectively with executive search firms to ensure a productive and successful hiring process.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sean Tribull, Practice Lead for Leisure and Hospitality at Venari Partners, shares his journey in hospitality, insights on leadership, and effective strategies for recruiting and retaining top executive talent.

  • Sean's Career Journey in Hospitality (02:02) - Learn about Sean's international background and his early career experiences, including his apprenticeship at Brenner's Park-Hotel & Spa in Germany and his education at Les Roches in Switzerland.
  • The Importance of Operations in Hospitality (09:49) - Discover why operations are fundamental to the hospitality industry and how they serve as the visible part of the guest experience.
  • Effective Leadership in Hospitality (11:11) - Hear about the leadership qualities that make a significant impact, including a story about Frank Malmbach, a leader who balanced decision-making with personal engagement with staff.
  • Trends and Challenges in Hiring Executive Talent (15:08) - Understand the current trends in hiring within the hospitality industry, the importance of cognitive diversity, and the common biases that affect hiring decisions.
  • Building a Compelling Employer Brand (22:32) - Learn how to make your organization attractive to top talent by being true to your company values and ensuring a positive hiring experience.
  • Retaining Top Talent (33:02) - Explore strategies for retaining top talent, including living up to promises made during the hiring process and providing growth opportunities.
  • Advice for Aspiring Hospitality Leaders (38:01) - Get practical tips for hospitality leaders looking to advance their careers, including the importance of building both internal and external networks.
  • Effective Collaboration with Executive Search Firms (48:25) - Find out how to work effectively with executive search firms to ensure a productive and successful hiring process.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sean-tribull-recruiting/ Josiah Mackenzie Buzzsprout-15356111 Sat, 06 Jul 2024 01:00:00 -0700 3366 full false The Magic of our "Golden Profiles" - Helen Smith and Eugenio Pirri, Dorchester Collection The Magic of our "Golden Profiles" - Helen Smith and Eugenio Pirri, Dorchester Collection In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share insights into what they call their "Golden Profiles" and how it enables their hotels to operate with excellence.

  • Understanding the "Golden Profile" - Learn what this is and how it helps Dorchester Collection cater to each guest's individuality and needs.
  • Technology as an Enabler - Discover how Helen and Eugenio view technology as a tool to enhance the guest experience.
  • Structuring for Seamless Service - Find out how Dorchester Collection restructured its front office teams into guest experience teams to ensure a seamless stay for guests.
  • The Role of Researchers - Learn how this new role was created to better understand and cater to guests' needs.
  • Real-life Example of Personalized Service - Hear a real-life example of how personalized service is delivered.
  • Meeting Emotional Needs - Learn about the importance of addressing guests' emotional needs and reducing stress through personalized service.
  • Vision and Strategy - Explore how the vision and strategy of Dorchester Collection drives the company's use of technology.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share insights into what they call their "Golden Profiles" and how it enables their hotels to operate with excellence.

  • Understanding the "Golden Profile" - Learn what this is and how it helps Dorchester Collection cater to each guest's individuality and needs.
  • Technology as an Enabler - Discover how Helen and Eugenio view technology as a tool to enhance the guest experience.
  • Structuring for Seamless Service - Find out how Dorchester Collection restructured its front office teams into guest experience teams to ensure a seamless stay for guests.
  • The Role of Researchers - Learn how this new role was created to better understand and cater to guests' needs.
  • Real-life Example of Personalized Service - Hear a real-life example of how personalized service is delivered.
  • Meeting Emotional Needs - Learn about the importance of addressing guests' emotional needs and reducing stress through personalized service.
  • Vision and Strategy - Explore how the vision and strategy of Dorchester Collection drives the company's use of technology.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dorchester-golden-profiles/ Josiah Mackenzie Buzzsprout-15331063 Fri, 05 Jul 2024 01:00:00 -0700 545 full false Transforming Service into Status - Helen Smith and Eugenio Pirri, Dorchester Collection Transforming Service into Status - Helen Smith and Eugenio Pirri, Dorchester Collection In this episode, Dorchester Collection joint CEOs Helen Smith and Eugenio Pirri share heartwarming stories that illustrate the power of exceptional hospitality and how it can elevate guest experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dorchester Collection joint CEOs Helen Smith and Eugenio Pirri share heartwarming stories that illustrate the power of exceptional hospitality and how it can elevate guest experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dorchester-status/ Josiah Mackenzie Buzzsprout-15331060 Thu, 04 Jul 2024 01:00:00 -0700 515 full false The "Golden Thread" Is Our Key to Stewarding Legendary Hotels - Helen Smith and Eugenio Pirri, Dorchester Collection The "Golden Thread" Is Our Key to Stewarding Legendary Hotels - Helen Smith and Eugenio Pirri, Dorchester Collection In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their unique approach to balancing the individuality of legendary properties with building a cohesive family of brands.

  • The concept of the "Golden Thread": Learn how Dorchester Collection maintains the unique identities of its properties while creating a unified brand experience.
  • Guest-centric approach: Discover the importance of putting the guest at the center of everything they do and how it shapes their service.
  • Working with an anthropologist: Understand how hiring an anthropologist helped Dorchester Collection identify the emotional needs of travelers and improve guest and employee engagement.
  • Building brand confidence: Hear about the shift towards making guests feel comfortable without over-marketing and how it enhances the guest experience.
  • Balancing operational excellence with local nuances: Explore how Dorchester Collection introduces standards while catering to the unique aspects of each property.
  • Brand school: Learn about the Dorchester Collection brand school initiative and its impact on employee retention and engagement.
  • Defining and living the company culture: Get insights into how Dorchester Collection defines its culture through values and the decisions employees make daily.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their unique approach to balancing the individuality of legendary properties with building a cohesive family of brands.

  • The concept of the "Golden Thread": Learn how Dorchester Collection maintains the unique identities of its properties while creating a unified brand experience.
  • Guest-centric approach: Discover the importance of putting the guest at the center of everything they do and how it shapes their service.
  • Working with an anthropologist: Understand how hiring an anthropologist helped Dorchester Collection identify the emotional needs of travelers and improve guest and employee engagement.
  • Building brand confidence: Hear about the shift towards making guests feel comfortable without over-marketing and how it enhances the guest experience.
  • Balancing operational excellence with local nuances: Explore how Dorchester Collection introduces standards while catering to the unique aspects of each property.
  • Brand school: Learn about the Dorchester Collection brand school initiative and its impact on employee retention and engagement.
  • Defining and living the company culture: Get insights into how Dorchester Collection defines its culture through values and the decisions employees make daily.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dorchester-golden-thread/ Josiah Mackenzie Buzzsprout-15331050 Wed, 03 Jul 2024 01:00:00 -0700 1224 full false Our Secrets to Effective Co-Leadership - Helen Smith and Eugenio Pirri, Dorchester Collection Our Secrets to Effective Co-Leadership - Helen Smith and Eugenio Pirri, Dorchester Collection In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their experiences and insights on co-leading a luxury hotel management company.

  • The benefits of joint leadership (01:18) - Helen and Eugenio discuss how sharing the CEO role alleviates pressure and allows for idea exchange and mutual support.
  • Clear division of responsibilities (03:10) - They explain how they divided their roles based on their strengths, with Helen focusing on sales, marketing, and brand vision, and Eugenio on people, culture, and operations.
  • Maintaining a productive working relationship (04:17) - The co-CEOs talk about their strategies for effective communication, including regular visits to hotels, daily interactions, and monthly calls with general managers.
  • Recent achievements and projects (06:41) - Helen and Eugenio highlight their seamless transition into the co-CEO roles and their pride in opening The Lana in Dubai, the first purpose-built hotel by Dorchester Collection.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their experiences and insights on co-leading a luxury hotel management company.

  • The benefits of joint leadership (01:18) - Helen and Eugenio discuss how sharing the CEO role alleviates pressure and allows for idea exchange and mutual support.
  • Clear division of responsibilities (03:10) - They explain how they divided their roles based on their strengths, with Helen focusing on sales, marketing, and brand vision, and Eugenio on people, culture, and operations.
  • Maintaining a productive working relationship (04:17) - The co-CEOs talk about their strategies for effective communication, including regular visits to hotels, daily interactions, and monthly calls with general managers.
  • Recent achievements and projects (06:41) - Helen and Eugenio highlight their seamless transition into the co-CEO roles and their pride in opening The Lana in Dubai, the first purpose-built hotel by Dorchester Collection.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dorchester-joint-ceos/ Josiah Mackenzie Buzzsprout-15329350 Tue, 02 Jul 2024 01:00:00 -0700 793 full false Grand Hotel: Lessons From America's Summer Place For Us All - David Jurcak, Grand Hotel Grand Hotel: Lessons From America's Summer Place For Us All - David Jurcak, Grand Hotel In this episode, David Jurcak, President of the iconic Grand Hotel on Michigan's Mackinac Island, shares insights into leadership, hospitality, and creating transformational guest experiences:

  • The unique environment of Mackinac Island and its impact on guest experience (01:28)
  • Creating transformational summertime experiences at the Grand Hotel (01:56)
  • Daily traditions and rituals that enhance the guest experience (04:31)
  • The role of dress codes and timeless hospitality (06:48)
  • The importance of personal connections in exceeding guest expectations (08:30)
  • The significance of long-term staff and their impact on guest loyalty (11:03)
  • The career development opportunities at Grand Hotel (13:43)
  • Effective mentorship and its role in hospitality (17:30)
  • Fostering a sense of community among a diverse staff (19:05)
  • Training and service expectations for delivering personalized service (21:31)
  • Maintaining passion and enthusiasm among staff (26:07)
  • Future plans and restorations at the Grand Hotel (29:19)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, David Jurcak, President of the iconic Grand Hotel on Michigan's Mackinac Island, shares insights into leadership, hospitality, and creating transformational guest experiences:

  • The unique environment of Mackinac Island and its impact on guest experience (01:28)
  • Creating transformational summertime experiences at the Grand Hotel (01:56)
  • Daily traditions and rituals that enhance the guest experience (04:31)
  • The role of dress codes and timeless hospitality (06:48)
  • The importance of personal connections in exceeding guest expectations (08:30)
  • The significance of long-term staff and their impact on guest loyalty (11:03)
  • The career development opportunities at Grand Hotel (13:43)
  • Effective mentorship and its role in hospitality (17:30)
  • Fostering a sense of community among a diverse staff (19:05)
  • Training and service expectations for delivering personalized service (21:31)
  • Maintaining passion and enthusiasm among staff (26:07)
  • Future plans and restorations at the Grand Hotel (29:19)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/david-jurcak-grand-hotel/ Buzzsprout-15326036 Mon, 01 Jul 2024 01:00:00 -0700 2200 full false From Elevator Operator to World-Class Concierge: My Story - Richard Lee, InterContinental Mark Hopkins [San Francisco Sundays] From Elevator Operator to World-Class Concierge: My Story - Richard Lee, InterContinental Mark Hopkins [San Francisco Sundays] In this episode, Richard "Ric" Lee, the concierge at the Intercontinental Mark Hopkins in San Francisco, shares his career journey in hospitality and what he's learned about providing hospitality with excellence.

  • Early Career and Introduction to Hospitality (01:18) - Learn about Ric's start in the hospitality industry, influenced by his mother, and his early roles at the Fairmont Hotel.
  • Transition to Concierge and Mentorship (03:06) - Discover how Ric transitioned to the role of concierge and the mentorship he received from Thomas Wolfe.
  • The Role and Skills of a Concierge (10:27) - Understand the key skills and attributes that make an effective concierge, including the importance of listening, knowledge, and passion.
  • The Importance of Local Knowledge and Adaptability (16:24) - Hear about the significance of local knowledge and how Richard adapts to new locations and hotels.
  • Advice for Aspiring Hospitality Professionals (17:51) - Get valuable advice for those new to the hospitality industry, emphasizing the importance of kindness, research, and staying current.
  • Why Visit San Francisco and the Intercontinental Mark Hopkins (19:39) - Learn about the unique charm of San Francisco's neighborhoods and why the Intercontinental Mark Hopkins is a great place to stay.
  • Personal Connection to the Hotel and Future Plans (22:32) - Ric shares his personal connection to the Intercontinental Mark Hopkins and his plans for the future, including writing a book about his life in hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Richard "Ric" Lee, the concierge at the Intercontinental Mark Hopkins in San Francisco, shares his career journey in hospitality and what he's learned about providing hospitality with excellence.

  • Early Career and Introduction to Hospitality (01:18) - Learn about Ric's start in the hospitality industry, influenced by his mother, and his early roles at the Fairmont Hotel.
  • Transition to Concierge and Mentorship (03:06) - Discover how Ric transitioned to the role of concierge and the mentorship he received from Thomas Wolfe.
  • The Role and Skills of a Concierge (10:27) - Understand the key skills and attributes that make an effective concierge, including the importance of listening, knowledge, and passion.
  • The Importance of Local Knowledge and Adaptability (16:24) - Hear about the significance of local knowledge and how Richard adapts to new locations and hotels.
  • Advice for Aspiring Hospitality Professionals (17:51) - Get valuable advice for those new to the hospitality industry, emphasizing the importance of kindness, research, and staying current.
  • Why Visit San Francisco and the Intercontinental Mark Hopkins (19:39) - Learn about the unique charm of San Francisco's neighborhoods and why the Intercontinental Mark Hopkins is a great place to stay.
  • Personal Connection to the Hotel and Future Plans (22:32) - Ric shares his personal connection to the Intercontinental Mark Hopkins and his plans for the future, including writing a book about his life in hospitality.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ric-lee/ Josiah Mackenzie Buzzsprout-15329348 Sun, 30 Jun 2024 01:00:00 -0700 1662 full false How We’re Finding Meaning In Hospitality Beyond The Accolades - Katina and Kyle Connaughton, SingleThread How We’re Finding Meaning In Hospitality Beyond The Accolades - Katina and Kyle Connaughton, SingleThread This is part of our series on SingleThread. Listen to episode 1 here and episode 2 here.

In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey of building a renowned farm, restaurant, and inn, and discuss their philosophy on hospitality, innovation, and community stewardship.

  • Staying motivated and inspired - Discover how Katina and Kyle stay energized and motivated even after achieving the highest levels of success.
  • The importance of community and collaboration - Understand how their work impacts the Healdsburg community and the importance of collaboration over competition.
  • Mentorship and stewardship - Hear about the core lessons they instill in their team members and the significance of mentorship and stewardship in their business.
  • Sustainable farming practices - Gain insights into their no-till farming practices and the importance of understanding and appreciating where food comes from.
  • Balancing work and personal life - Learn how Katina and Kyle maintain their passion and avoid burnout by integrating their work with their personal lives and finding joy in daily activities.
  • Creating a holistic guest experience - Explore why they chose to create an inn and how it helps them provide a deeper, more immersive experience for their guests.
  • Inclusive hospitality - Discover their approach to hospitality, where guests feel like they are staying with friends rather than being nickel-and-dimed.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This is part of our series on SingleThread. Listen to episode 1 here and episode 2 here.

In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey of building a renowned farm, restaurant, and inn, and discuss their philosophy on hospitality, innovation, and community stewardship.

  • Staying motivated and inspired - Discover how Katina and Kyle stay energized and motivated even after achieving the highest levels of success.
  • The importance of community and collaboration - Understand how their work impacts the Healdsburg community and the importance of collaboration over competition.
  • Mentorship and stewardship - Hear about the core lessons they instill in their team members and the significance of mentorship and stewardship in their business.
  • Sustainable farming practices - Gain insights into their no-till farming practices and the importance of understanding and appreciating where food comes from.
  • Balancing work and personal life - Learn how Katina and Kyle maintain their passion and avoid burnout by integrating their work with their personal lives and finding joy in daily activities.
  • Creating a holistic guest experience - Explore why they chose to create an inn and how it helps them provide a deeper, more immersive experience for their guests.
  • Inclusive hospitality - Discover their approach to hospitality, where guests feel like they are staying with friends rather than being nickel-and-dimed.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/katina-kyle-connaughton-singlethread-3/ Josiah Mackenzie Buzzsprout-15327493 Sat, 29 Jun 2024 01:00:00 -0700 1652 full false The SingleThread Story - Katina and Kyle Connaughton, SingleThread The SingleThread Story - Katina and Kyle Connaughton, SingleThread This is part of our series on SingleThread. Listen to episode 1 here.

In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their unique perspectives on hospitality, which have led to their recognition as one of the best in the business.

  • The Power of Place: Katina discusses how Healdsburg shapes their work and the importance of human connections in their community. [01:32]
  • Culinary Innovation: Kyle reflects on his experiences in Los Angeles, Japan, and the UK and how these shaped his approach to innovation in the culinary world. [03:03]
  • The Role of Storytelling : Kyle explains how the narrative and storytelling aspects of dining have evolved and become integral to the guest experience. [04:35]
  • The Connection Between Farming and Fine Dining: Katina and Kyle talk about the relationship between their farm and kitchen and how it influences their culinary creations. [08:09]
  • The Evolution of Fine Dining: Kyle discusses the shift from luxury ingredients to a focus on authenticity, seasonality, and locality in fine dining. [11:12]
  • Building the SingleThread Farm: Katina shares the origins of their farm, the influence of Japanese agricultural techniques, and the importance of community among farmers. [16:02]
  • Daily Operations and Technology: The Connaughtons describe how they use technology to maintain a strong connection between the farm and the kitchen. [20:24]
  • Guest Experience and Education: Kyle shares how they educate guests about the farm-to-table process and create a unique dining experience that tells the story of the day. [24:27]

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This is part of our series on SingleThread. Listen to episode 1 here.

In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their unique perspectives on hospitality, which have led to their recognition as one of the best in the business.

  • The Power of Place: Katina discusses how Healdsburg shapes their work and the importance of human connections in their community. [01:32]
  • Culinary Innovation: Kyle reflects on his experiences in Los Angeles, Japan, and the UK and how these shaped his approach to innovation in the culinary world. [03:03]
  • The Role of Storytelling : Kyle explains how the narrative and storytelling aspects of dining have evolved and become integral to the guest experience. [04:35]
  • The Connection Between Farming and Fine Dining: Katina and Kyle talk about the relationship between their farm and kitchen and how it influences their culinary creations. [08:09]
  • The Evolution of Fine Dining: Kyle discusses the shift from luxury ingredients to a focus on authenticity, seasonality, and locality in fine dining. [11:12]
  • Building the SingleThread Farm: Katina shares the origins of their farm, the influence of Japanese agricultural techniques, and the importance of community among farmers. [16:02]
  • Daily Operations and Technology: The Connaughtons describe how they use technology to maintain a strong connection between the farm and the kitchen. [20:24]
  • Guest Experience and Education: Kyle shares how they educate guests about the farm-to-table process and create a unique dining experience that tells the story of the day. [24:27]

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/katina-kyle-connaughton-singlethread-2/ Josiah Mackenzie Buzzsprout-15319661 Fri, 28 Jun 2024 01:00:00 -0700 1917 full false A Hospitality Love Story: How the Industry's Most Successful Couple Fell in Love with Hospitality (and Each Other) - Katina and Kyle Connaughton, SingleThread A Hospitality Love Story: How the Industry's Most Successful Couple Fell in Love with Hospitality (and Each Other) - Katina and Kyle Connaughton, SingleThread In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey and insights that have shaped them into award-winning hospitality leaders. Listen now to learn about:

  • Early Influences and Background (2:20) - Katina and Kyle discuss their early experiences with hospitality, including family influences and their time in Japan.
  • The Role of Community and Subcultures (6:08) - They explore how the punk rock, skateboarding, and snowboarding scenes have influenced their approach to hospitality and community building.
  • Challenges and Rewards of Moving to Japan (10:22) - The Connaughtons talk about their decision to move to Japan, the challenges they faced, and how they immersed themselves in the culture.
  • Integrating into the Farming Community (15:55) - Katina shares her experience of integrating into the farming community in Japan and how it shaped her understanding of seasonality and food systems.
  • The Concept of SingleThread (17:04) - They discuss the meaning behind the name SingleThread and how their diverse life experiences have come together to create a unique hospitality experience.
  • Finding Purpose and Passion (21:00) - Katina reflects on how various life changes and intersections have led her to devote her energy to the land and create a meaningful food system.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey and insights that have shaped them into award-winning hospitality leaders. Listen now to learn about:

  • Early Influences and Background (2:20) - Katina and Kyle discuss their early experiences with hospitality, including family influences and their time in Japan.
  • The Role of Community and Subcultures (6:08) - They explore how the punk rock, skateboarding, and snowboarding scenes have influenced their approach to hospitality and community building.
  • Challenges and Rewards of Moving to Japan (10:22) - The Connaughtons talk about their decision to move to Japan, the challenges they faced, and how they immersed themselves in the culture.
  • Integrating into the Farming Community (15:55) - Katina shares her experience of integrating into the farming community in Japan and how it shaped her understanding of seasonality and food systems.
  • The Concept of SingleThread (17:04) - They discuss the meaning behind the name SingleThread and how their diverse life experiences have come together to create a unique hospitality experience.
  • Finding Purpose and Passion (21:00) - Katina reflects on how various life changes and intersections have led her to devote her energy to the land and create a meaningful food system.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/katina-kyle-connaughton-singlethread-1/ Josiah Mackenzie Buzzsprout-15319199 Thu, 27 Jun 2024 09:00:00 -0700 1586 full false How Centralizing Revenue Management Enables The Next Wave of Innovation - Dax Cross, Revenue Analytics [Sponsor Bonus] How Centralizing Revenue Management Enables The Next Wave of Innovation - Dax Cross, Revenue Analytics [Sponsor Bonus] In this special sponsored episode, Dax Cross, CEO of Revenue Analytics, shares insights into the evolution of revenue management in hospitality.

  • [00:22] - Dax's background and the origins of Revenue Analytics.
  • [03:21] - Overview of Revenue Analytics.
  • [04:14] - The benefits of cross-pollination of ideas from different industries.
  • [05:57] - The transition from a consulting company to a software as a service (SaaS) company.
  • [07:35] - The size and scope of Revenue Analytics' business in hospitality.
  • [09:01] - Trends in revenue management today.
  • [11:20] - The shift towards "above-property" revenue management.
  • [14:12] - The importance of thinking at a higher level for commercial strategy and how technology can enable this shift.
  • [17:04] - Challenges in managing data and the importance of synthesizing information for better decision-making.
  • [21:00] - Insights from enterprise companies that can be applied to midsize hotel groups.
  • [25:06] - A case study of a midsize hotel group that successfully transitioned to a more automated revenue management system.
  • [27:57] - The importance of building trust in technology and the role of transparency in system recommendations.
  • [30:14] - Advice for overwhelmed revenue managers on how to move towards a more strategic approach.
  • [32:29] - Resources and next steps for listeners interested in learning more.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this special sponsored episode, Dax Cross, CEO of Revenue Analytics, shares insights into the evolution of revenue management in hospitality.

  • [00:22] - Dax's background and the origins of Revenue Analytics.
  • [03:21] - Overview of Revenue Analytics.
  • [04:14] - The benefits of cross-pollination of ideas from different industries.
  • [05:57] - The transition from a consulting company to a software as a service (SaaS) company.
  • [07:35] - The size and scope of Revenue Analytics' business in hospitality.
  • [09:01] - Trends in revenue management today.
  • [11:20] - The shift towards "above-property" revenue management.
  • [14:12] - The importance of thinking at a higher level for commercial strategy and how technology can enable this shift.
  • [17:04] - Challenges in managing data and the importance of synthesizing information for better decision-making.
  • [21:00] - Insights from enterprise companies that can be applied to midsize hotel groups.
  • [25:06] - A case study of a midsize hotel group that successfully transitioned to a more automated revenue management system.
  • [27:57] - The importance of building trust in technology and the role of transparency in system recommendations.
  • [30:14] - Advice for overwhelmed revenue managers on how to move towards a more strategic approach.
  • [32:29] - Resources and next steps for listeners interested in learning more.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dax-cross-revenue-analytics/ Josiah Mackenzie Buzzsprout-15304471 Thu, 27 Jun 2024 01:00:00 -0700 2053 full false Why Thinking Like a Chief Commercial Officer Is Fun (and Profitable) - Kristie Goshow, KSL Resorts Why Thinking Like a Chief Commercial Officer Is Fun (and Profitable) - Kristie Goshow, KSL Resorts In this episode, Kristie Goshow, Chief Commercial Officer at KSL Resorts, shares insights on the evolving role of the Chief Commercial Officer in the hospitality industry and how a holistic approach can drive innovation, revenue, and guest satisfaction. Listen now to learn about:

  • The rise of the Chief Commercial Officer in hospitality - Understand the importance of a holistic view combining sales, marketing, and revenue.
  • The power of partnerships and collaborations - Learn how collaborations with brands can enhance guest experiences and create new revenue streams.
  • Innovative examples of brand partnerships - Discover real-world examples like the Wonka Room experience and Barbie suites that illustrate successful brand collaborations.
  • Financial contributions and revenue opportunities from partnerships - Explore how hospitality brands can benefit financially from partnerships and sponsorships.
  • Holistic business thinking in the role of Chief Commercial Officer - Gain insights into how a Chief Commercial Officer can create new demand and revenue streams.
  • Utilizing technology to enhance guest experiences - Learn about the use of mobile technology and AI to engage guests and create meaningful experiences.
  • Addressing societal issues like loneliness through hospitality - Understand how the hospitality industry can play a role in combating loneliness and promoting wellness.
  • The definition of hospitality and its impact on guests, employees, and communities - Hear Kristie's perspective on what hospitality means and its significance for guests, employees, and the community.
  • Making lives better through hospitality - Discover the internal motto "MLB - Make Lives Better" and how it drives the actions and attitudes of hospitality staff.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kristie Goshow, Chief Commercial Officer at KSL Resorts, shares insights on the evolving role of the Chief Commercial Officer in the hospitality industry and how a holistic approach can drive innovation, revenue, and guest satisfaction. Listen now to learn about:

  • The rise of the Chief Commercial Officer in hospitality - Understand the importance of a holistic view combining sales, marketing, and revenue.
  • The power of partnerships and collaborations - Learn how collaborations with brands can enhance guest experiences and create new revenue streams.
  • Innovative examples of brand partnerships - Discover real-world examples like the Wonka Room experience and Barbie suites that illustrate successful brand collaborations.
  • Financial contributions and revenue opportunities from partnerships - Explore how hospitality brands can benefit financially from partnerships and sponsorships.
  • Holistic business thinking in the role of Chief Commercial Officer - Gain insights into how a Chief Commercial Officer can create new demand and revenue streams.
  • Utilizing technology to enhance guest experiences - Learn about the use of mobile technology and AI to engage guests and create meaningful experiences.
  • Addressing societal issues like loneliness through hospitality - Understand how the hospitality industry can play a role in combating loneliness and promoting wellness.
  • The definition of hospitality and its impact on guests, employees, and communities - Hear Kristie's perspective on what hospitality means and its significance for guests, employees, and the community.
  • Making lives better through hospitality - Discover the internal motto "MLB - Make Lives Better" and how it drives the actions and attitudes of hospitality staff.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kristie-goshow-commercial/ Josiah Mackenzie Buzzsprout-15304467 Wed, 26 Jun 2024 01:00:00 -0700 971 full false Ground Up to Gold Standard: How We Built Our Hotel Tech Stack From Scratch - Ed Skapinok, Appellation Ground Up to Gold Standard: How We Built Our Hotel Tech Stack From Scratch - Ed Skapinok, Appellation In this episode, Ed Skapinok, Chief Commercial Officer at Appellation, shares insights on building a brand new technology infrastructure for a luxury hotel brand from scratch. Listen now to learn about:

  • The importance of starting technology projects with the right questions.
  • The benefits of having a blank slate to work with and how this approach can be applied to any organization.
  • The staggering number of business functions and technology pieces in a typical luxury hotel and how Appellation reduced this complexity.
  • The process of evaluating and selecting technology partners, including the importance of having a consultant with relevant industry experience.
  • How Appellation's brand strategy of personalization informs their technology choices and guest experience.
  • Integrating all inventory (rooms, dining, spa, experiences) into a single system to improve guest and employee interactions.
  •  The challenges and solutions in encouraging staff to use technology seamlessly to enhance guest experience.
  • The potential for technology systems to make intuitive business decisions based on comprehensive customer data.
  • The importance of building a strong technology foundation to leverage AI and machine learning effectively.

If you liked this episode, you may enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ed Skapinok, Chief Commercial Officer at Appellation, shares insights on building a brand new technology infrastructure for a luxury hotel brand from scratch. Listen now to learn about:

  • The importance of starting technology projects with the right questions.
  • The benefits of having a blank slate to work with and how this approach can be applied to any organization.
  • The staggering number of business functions and technology pieces in a typical luxury hotel and how Appellation reduced this complexity.
  • The process of evaluating and selecting technology partners, including the importance of having a consultant with relevant industry experience.
  • How Appellation's brand strategy of personalization informs their technology choices and guest experience.
  • Integrating all inventory (rooms, dining, spa, experiences) into a single system to improve guest and employee interactions.
  •  The challenges and solutions in encouraging staff to use technology seamlessly to enhance guest experience.
  • The potential for technology systems to make intuitive business decisions based on comprehensive customer data.
  • The importance of building a strong technology foundation to leverage AI and machine learning effectively.

If you liked this episode, you may enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/ed-skapinok-tech/ Josiah Mackenzie Buzzsprout-15304474 Tue, 25 Jun 2024 01:00:00 -0700 1256 full false The Belonging Equation: Keys to Unlocking The Best in Hospitality - Shelley Brown The Belonging Equation: Keys to Unlocking The Best in Hospitality - Shelley Brown In this episode, Shelly Brown, an author, speaker, and former hotelier, shares insights on the importance of belonging in hospitality and how leaders can foster a culture of inclusion and safety.

  • Introduction to the concept of belonging in hospitality - Understanding the fundamental need for belonging in hospitality and the importance of belonging for hospitality providers, teams, and guests.
  • Details about Shelly Brown's event - Information about the Belonging Equation event on Monday, June 24th, 2024 in Charlotte, North Carolina (Click here to register)
  • The Belonging Equation explained - The formula, and the significance of safety in terms of diverse elements like sexual orientation, skin color, abilities, and neurodiversity.
  • The role of leaders in fostering belonging - How leaders can create an environment that supports belonging, and the impact of personal biases and judgments on fostering a sense of belonging.
  • Practical advice for leaders and individuals - Encouragement to ditch the "should show" and align actions with personal and organizational values.
  • Action items for you today

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Shelly Brown, an author, speaker, and former hotelier, shares insights on the importance of belonging in hospitality and how leaders can foster a culture of inclusion and safety.

  • Introduction to the concept of belonging in hospitality - Understanding the fundamental need for belonging in hospitality and the importance of belonging for hospitality providers, teams, and guests.
  • Details about Shelly Brown's event - Information about the Belonging Equation event on Monday, June 24th, 2024 in Charlotte, North Carolina (Click here to register)
  • The Belonging Equation explained - The formula, and the significance of safety in terms of diverse elements like sexual orientation, skin color, abilities, and neurodiversity.
  • The role of leaders in fostering belonging - How leaders can create an environment that supports belonging, and the impact of personal biases and judgments on fostering a sense of belonging.
  • Practical advice for leaders and individuals - Encouragement to ditch the "should show" and align actions with personal and organizational values.
  • Action items for you today

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/shelley-brown-belonging/ Josiah Mackenzie Buzzsprout-15290348 Mon, 24 Jun 2024 01:00:00 -0700 799 full false What I'm Looking Forward to at HITEC and the Commercial Strategy Conference - Dorothy Dowling What I'm Looking Forward to at HITEC and the Commercial Strategy Conference - Dorothy Dowling In this episode, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on HITEC and the Commercial Strategy Conference coming up this week and discusses the importance of integrating marketing technology in the hospitality industry.

  • Dorothy's perspective on the events - the importance of HSMAI as a community for professional growth, and the benefits of the overlap between HITEC and the Commercial Strategy Conference.
  • Key themes and topics for 2024 - the commercial framework encompassing sales, marketing, distribution, and loyalty.
  • Specific sessions and areas of interest - the importance of understanding FinTech and loyalty convergence, sessions on AI, search evolution, and sales discipline changes.
  • Challenges and opportunities in thte sales space - The convergence of B2C and B2B expectations and the need to modernize legacy systems to meet new demands.
  • Details on Dorothy's session at the event - an overview of the panel discussion on Tuesday discussing the HSMAI State of Talent Report

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on HITEC and the Commercial Strategy Conference coming up this week and discusses the importance of integrating marketing technology in the hospitality industry.

  • Dorothy's perspective on the events - the importance of HSMAI as a community for professional growth, and the benefits of the overlap between HITEC and the Commercial Strategy Conference.
  • Key themes and topics for 2024 - the commercial framework encompassing sales, marketing, distribution, and loyalty.
  • Specific sessions and areas of interest - the importance of understanding FinTech and loyalty convergence, sessions on AI, search evolution, and sales discipline changes.
  • Challenges and opportunities in thte sales space - The convergence of B2C and B2B expectations and the need to modernize legacy systems to meet new demands.
  • Details on Dorothy's session at the event - an overview of the panel discussion on Tuesday discussing the HSMAI State of Talent Report

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dorothy-dowling-commercial-week/ Josiah Mackenzie Buzzsprout-15290353 Sun, 23 Jun 2024 01:00:00 -0700 610 full false Invest in Yourself: How to Stay Curious and Keep Learning (Even If You Have No Time) - Dorothy Dowling Invest in Yourself: How to Stay Curious and Keep Learning (Even If You Have No Time) - Dorothy Dowling In this episode, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on staying curious, continuous learning, and career development in the hospitality industry, including:

  • The notion of a "curiosity quotient" and its importance 
  • Balancing day-to-day responsibilities with personal growth
  • The importance of networking and industry engagement 
  • Investing time in volunteer work and peer mentorship
  • Making deliberate career decisions and avoiding future regrets

If you liked this, you might enjoy our other episode with Dorothy - My Journey Learning and Leading Global Hospitality Businesses - or our other career episodes.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on staying curious, continuous learning, and career development in the hospitality industry, including:

  • The notion of a "curiosity quotient" and its importance 
  • Balancing day-to-day responsibilities with personal growth
  • The importance of networking and industry engagement 
  • Investing time in volunteer work and peer mentorship
  • Making deliberate career decisions and avoiding future regrets

If you liked this, you might enjoy our other episode with Dorothy - My Journey Learning and Leading Global Hospitality Businesses - or our other career episodes.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dorothy-dowling-growth/ Josiah Mackenzie Buzzsprout-15290350 Sat, 22 Jun 2024 01:00:00 -0700 436 full false How We Create Experiences, Hotels, and Brands To Provide What Today's Traveler Wants - Philip Bates, TMC Hospitality How We Create Experiences, Hotels, and Brands To Provide What Today's Traveler Wants - Philip Bates, TMC Hospitality In this episode, Philip Bates, CEO of TMC Hospitality, shares his journey in creating purpose-built brands that cater to evolving traveler preferences and the importance of blending technology with a personal touch in hospitality.

  • Formative Travel Experiences (01:07) - Philip recounts his first international trip to Prague and how it shaped his perspective on travel and hospitality.
  • Defining Great Hospitality (03:29) - Insights into what makes hospitality exceptional, including a recent experience in Costa Rica.
  • Career Transition to Hospitality (05:34) - Philip discusses his move from private equity and venture capital to the hospitality industry and the entrepreneurial spirit that drove this change.
  • Understanding The Motivations of Investors (07:15) - The importance of understanding the motivations of investment capital and how it impacts business decisions in hospitality.
  • TMC Hospitality's Vision (09:18) - An overview of TMC Hospitality and the evolving travel and hospitality landscape.
  • Creating Drift and Bode Brands (14:42) - How TMC Hospitality's brands, Drift and Bode, are designed to meet modern traveler expectations with a focus on design, food, and personalized experiences.
  • Balancing Technology and Personal Touch (31:07) - The role of technology in enhancing guest experiences while maintaining a personal touch in hospitality.
  • Hiring for Hospitality (35:00) - The qualities TMC Hospitality looks for in their staff to ensure exceptional guest experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Philip Bates, CEO of TMC Hospitality, shares his journey in creating purpose-built brands that cater to evolving traveler preferences and the importance of blending technology with a personal touch in hospitality.

  • Formative Travel Experiences (01:07) - Philip recounts his first international trip to Prague and how it shaped his perspective on travel and hospitality.
  • Defining Great Hospitality (03:29) - Insights into what makes hospitality exceptional, including a recent experience in Costa Rica.
  • Career Transition to Hospitality (05:34) - Philip discusses his move from private equity and venture capital to the hospitality industry and the entrepreneurial spirit that drove this change.
  • Understanding The Motivations of Investors (07:15) - The importance of understanding the motivations of investment capital and how it impacts business decisions in hospitality.
  • TMC Hospitality's Vision (09:18) - An overview of TMC Hospitality and the evolving travel and hospitality landscape.
  • Creating Drift and Bode Brands (14:42) - How TMC Hospitality's brands, Drift and Bode, are designed to meet modern traveler expectations with a focus on design, food, and personalized experiences.
  • Balancing Technology and Personal Touch (31:07) - The role of technology in enhancing guest experiences while maintaining a personal touch in hospitality.
  • Hiring for Hospitality (35:00) - The qualities TMC Hospitality looks for in their staff to ensure exceptional guest experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/philip-bates-tmc/ Josiah Mackenzie Buzzsprout-15287140 Fri, 21 Jun 2024 01:00:00 -0700 2525 full false Lessons in Leading a Culture of Excellence - Greg Cook, The Ritz-Carlton, Amelia Island Lessons in Leading a Culture of Excellence - Greg Cook, The Ritz-Carlton, Amelia Island In this episode, Greg Cook, General Manager of The Ritz-Carlton, Amelia Island, shares insights on empowering teams and delivering extraordinary service in luxury hospitality.

  • Early Influences in Hospitality (01:40) - Greg discusses his early experiences that sparked his interest in hospitality, including his father's international travels and his first job as a bellman.
  • Leadership and Team Management (04:06) - Learn about Greg's leadership style and the importance of creating a supportive and empowering environment for team members.
  • The Importance of Lineups (06:05) - Greg explains the concept of daily lineups, their evolution, and their role in maintaining high standards and communication within the team.
  • Creating Wow Stories (08:23) - Discover the significance of storytelling in hospitality and hear a recent example of a "Wow Story" that exemplifies Ritz-Carlton's culture.
  • Building a Winning Culture (11:45) - Greg delves into the elements that contribute to a strong organizational culture, including the importance of hiring the right people and fostering a competitive spirit.
  • Effective Training Methods (15:13) - Insights into the training processes at Ritz-Carlton, including the role of audits and the importance of follow-up to ensure lasting impact.
  • Prioritization and Focus (19:58) - Greg shares his approach to prioritizing tasks and initiatives, emphasizing the importance of focusing on key areas that drive results.
  • The Five F's of Leadership (22:42) - Learn about Greg's five F's framework for leadership: Fair, Firm, Friendly, Fun, and Forward Motion, and how they guide his management style.
  • Activating the Hotel (27:36) - Explore the various initiatives Greg has implemented to activate the hotel, including culinary events, wellness programs, and entertainment.
  • Community Engagement (35:07) - Understand the importance of community engagement and how The Ritz-Carlton, Amelia Island contributes to local causes and events.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Greg Cook, General Manager of The Ritz-Carlton, Amelia Island, shares insights on empowering teams and delivering extraordinary service in luxury hospitality.

  • Early Influences in Hospitality (01:40) - Greg discusses his early experiences that sparked his interest in hospitality, including his father's international travels and his first job as a bellman.
  • Leadership and Team Management (04:06) - Learn about Greg's leadership style and the importance of creating a supportive and empowering environment for team members.
  • The Importance of Lineups (06:05) - Greg explains the concept of daily lineups, their evolution, and their role in maintaining high standards and communication within the team.
  • Creating Wow Stories (08:23) - Discover the significance of storytelling in hospitality and hear a recent example of a "Wow Story" that exemplifies Ritz-Carlton's culture.
  • Building a Winning Culture (11:45) - Greg delves into the elements that contribute to a strong organizational culture, including the importance of hiring the right people and fostering a competitive spirit.
  • Effective Training Methods (15:13) - Insights into the training processes at Ritz-Carlton, including the role of audits and the importance of follow-up to ensure lasting impact.
  • Prioritization and Focus (19:58) - Greg shares his approach to prioritizing tasks and initiatives, emphasizing the importance of focusing on key areas that drive results.
  • The Five F's of Leadership (22:42) - Learn about Greg's five F's framework for leadership: Fair, Firm, Friendly, Fun, and Forward Motion, and how they guide his management style.
  • Activating the Hotel (27:36) - Explore the various initiatives Greg has implemented to activate the hotel, including culinary events, wellness programs, and entertainment.
  • Community Engagement (35:07) - Understand the importance of community engagement and how The Ritz-Carlton, Amelia Island contributes to local causes and events.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/greg-cook/ Josiah Mackenzie Buzzsprout-15272134 Thu, 20 Jun 2024 01:00:00 -0700 2646 full false How To Evaluate, Buy & Implement Hotel Tech - Kari Anna Fiskvik, Strawberry How To Evaluate, Buy & Implement Hotel Tech - Kari Anna Fiskvik, Strawberry In this episode, originally recorded in January 2024, Kari Anna Fiskvik, SVP of Technology at Strawberry, shares her insights on selecting and implementing technology in the hospitality industry.

  • Buy vs. Build Philosophy (01:39) - Understand Kari Anna's approach to deciding whether to buy existing technology or build custom solutions in-house.
  • Evaluating Technology Vendors (02:59) - Discover the criteria and processes used to evaluate and select technology vendors, including the importance of partnerships and innovation.
  • Change Management (07:00) - Gain insights into effective change management strategies to ensure successful technology implementation and adoption.
  • Real-World Implementation (09:49) - Hear about practical examples and experiences in rolling out new technology, such as point-of-sales solutions in restaurants, and the importance of understanding the end-user's perspective.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, originally recorded in January 2024, Kari Anna Fiskvik, SVP of Technology at Strawberry, shares her insights on selecting and implementing technology in the hospitality industry.

  • Buy vs. Build Philosophy (01:39) - Understand Kari Anna's approach to deciding whether to buy existing technology or build custom solutions in-house.
  • Evaluating Technology Vendors (02:59) - Discover the criteria and processes used to evaluate and select technology vendors, including the importance of partnerships and innovation.
  • Change Management (07:00) - Gain insights into effective change management strategies to ensure successful technology implementation and adoption.
  • Real-World Implementation (09:49) - Hear about practical examples and experiences in rolling out new technology, such as point-of-sales solutions in restaurants, and the importance of understanding the end-user's perspective.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kari-anna-fiskvik-hotel-tech/ Josiah Mackenzie Buzzsprout-15273251 Wed, 19 Jun 2024 01:00:00 -0700 848 full false Rethink Everything: We Can Do Better in Hospitality - Curtis Crimmins, Roomza Rethink Everything: We Can Do Better in Hospitality - Curtis Crimmins, Roomza In this episode, Curtis Crimmins, founder and CEO of Roomza, shares his inspiring journey of creating an innovative hotel brand that prioritizes the well-being of frontline workers and guests alike. Listen now to learn about:

  • Background and Early Memories of Hospitality (01:10) - Curtis discusses his upbringing and how his mother's work as a hotel housekeeper influenced his view of hospitality.
  • The Philosophy Behind Roomza (05:07) - Curtis explains his belief that hospitality should be a feeling and how Roomza aims to create personalized experiences for guests.
  • Challenges and Discrimination in the Hospitality Industry (06:02) - Curtis shares personal experiences of discrimination and how they motivated him to create a more inclusive hotel brand.
  • The Origin Story of Roomza (10:26) - Learn about the inception of Roomza during the pandemic and the challenges Curtis and his co-founder faced in starting the company.
  • Innovative Business Model: Hotel Within a Hotel (21:09) - Curtis explains the "hotel within a hotel" concept and how it allows Roomza to offer personalized experiences at a lower cost.
  • Personalization and Guest Experience (23:41) - Discover how Roomza uses personalization to enhance guest experiences and encourage direct bookings.
  • The Role of Hosts and Company Culture (31:01) - Curtis discusses the importance of dignifying titles and creating a positive culture for employees, who are all referred to as "hosts."
  • Scaling the Business and Maintaining Culture (33:56) - Insights into how Roomza is scaling its operations while maintaining its unique culture and values.
  • Final Thoughts and Call to Action (40:36) - Curtis shares his vision for the future of hospitality and encourages listeners to take action in their own organizations.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Curtis Crimmins, founder and CEO of Roomza, shares his inspiring journey of creating an innovative hotel brand that prioritizes the well-being of frontline workers and guests alike. Listen now to learn about:

  • Background and Early Memories of Hospitality (01:10) - Curtis discusses his upbringing and how his mother's work as a hotel housekeeper influenced his view of hospitality.
  • The Philosophy Behind Roomza (05:07) - Curtis explains his belief that hospitality should be a feeling and how Roomza aims to create personalized experiences for guests.
  • Challenges and Discrimination in the Hospitality Industry (06:02) - Curtis shares personal experiences of discrimination and how they motivated him to create a more inclusive hotel brand.
  • The Origin Story of Roomza (10:26) - Learn about the inception of Roomza during the pandemic and the challenges Curtis and his co-founder faced in starting the company.
  • Innovative Business Model: Hotel Within a Hotel (21:09) - Curtis explains the "hotel within a hotel" concept and how it allows Roomza to offer personalized experiences at a lower cost.
  • Personalization and Guest Experience (23:41) - Discover how Roomza uses personalization to enhance guest experiences and encourage direct bookings.
  • The Role of Hosts and Company Culture (31:01) - Curtis discusses the importance of dignifying titles and creating a positive culture for employees, who are all referred to as "hosts."
  • Scaling the Business and Maintaining Culture (33:56) - Insights into how Roomza is scaling its operations while maintaining its unique culture and values.
  • Final Thoughts and Call to Action (40:36) - Curtis shares his vision for the future of hospitality and encourages listeners to take action in their own organizations.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/curtis-crimmins-roomza/ Josiah Mackenzie Buzzsprout-15251142 Tue, 18 Jun 2024 01:00:00 -0700 2721 full false Unlocking Talent: Insights from the HSMAI State of Talent Report - Dorothy Dowling Unlocking Talent: Insights from the HSMAI State of Talent Report - Dorothy Dowling In this episode, Dorothy Dowling, Managing Director of Horwath HTL and special advisor to the HSMAI Foundation Board, shares insights from the HSMAI Foundation's third annual State of Talent Report, focusing on talent recruitment, retention, and engagement in the hospitality industry. Listen now to learn about:

  • Introduction to the State of Talent Report (00:00) - Overview of the report and its significance in the hospitality industry.
  • Differences in the 2024 Report (02:11) - How the 2024 report differs from previous years and the focus on practical applications and case studies.
  • Challenges in Talent Recruitment and Retention (05:09) - Key challenges observed in the hospitality industry regarding talent acquisition and retention.
  • The Concept of Wisdom Workers (05:21) - Explanation of the term "wisdom workers" and its relevance in a multi-generational workforce.
  • Impact of AI and Technology on Talent (10:04) - Discussion on how AI and technology are transforming the hospitality industry and the importance of upskilling.
  • Best Practices for Upskilling and Reskilling (11:52) - Examples of leading companies' strategies for upskilling and reskilling their workforce.
  • Importance of Employee Engagement (14:29) - How dynamic platforms and regular feedback can optimize the employee experience.
  • Visibility Challenges in Remote and Hybrid Work (15:35) - Concerns about visibility for underrepresented groups in remote and hybrid work environments and strategies to address them.

If you enjoyed this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Dorothy Dowling, Managing Director of Horwath HTL and special advisor to the HSMAI Foundation Board, shares insights from the HSMAI Foundation's third annual State of Talent Report, focusing on talent recruitment, retention, and engagement in the hospitality industry. Listen now to learn about:

  • Introduction to the State of Talent Report (00:00) - Overview of the report and its significance in the hospitality industry.
  • Differences in the 2024 Report (02:11) - How the 2024 report differs from previous years and the focus on practical applications and case studies.
  • Challenges in Talent Recruitment and Retention (05:09) - Key challenges observed in the hospitality industry regarding talent acquisition and retention.
  • The Concept of Wisdom Workers (05:21) - Explanation of the term "wisdom workers" and its relevance in a multi-generational workforce.
  • Impact of AI and Technology on Talent (10:04) - Discussion on how AI and technology are transforming the hospitality industry and the importance of upskilling.
  • Best Practices for Upskilling and Reskilling (11:52) - Examples of leading companies' strategies for upskilling and reskilling their workforce.
  • Importance of Employee Engagement (14:29) - How dynamic platforms and regular feedback can optimize the employee experience.
  • Visibility Challenges in Remote and Hybrid Work (15:35) - Concerns about visibility for underrepresented groups in remote and hybrid work environments and strategies to address them.

If you enjoyed this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dorothy-dowling-talent/ Josiah Mackenzie Buzzsprout-15260123 Mon, 17 Jun 2024 01:00:00 -0700 1212 full false Direct Access Leadership: The Key To Building A Winning Culture - Sloan Dean, Remington Hospitality Direct Access Leadership: The Key To Building A Winning Culture - Sloan Dean, Remington Hospitality In this episode, Sloan Dean, CEO of Remington Hospitality, shares his insights on effective communication, team building, and fostering a positive company culture. Listen now to learn about:

  • Welcoming New Team Members - Discover how Sloan personally welcomes new employees, setting a positive tone from day one.
  • Perspective on the Next Generation - Understand Sloan's views on the younger workforce and how he believes older leaders can better communicate with them.
  • Effective Communication Strategies - Learn about Sloan's methods for engaging with his team, including learning about behavioral psychology, listening to podcasts, and conducting coffee sessions.
  • Feedback and Improvement - Find out how Sloan solicits feedback from employees and uses it to make meaningful changes, such as improving maternity and paternity leave policies.
  • Creating an Open Dialogue - Explore Sloan's techniques for encouraging open communication, including sharing personal experiences and making himself approachable.
  • "Oversharing" for Transparency - Learn why Sloan believes in "oversharing" non-confidential information to build trust and reduce anxiety among team members.

Want more? Listen to our other episodes with Sloan here now.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sloan Dean, CEO of Remington Hospitality, shares his insights on effective communication, team building, and fostering a positive company culture. Listen now to learn about:

  • Welcoming New Team Members - Discover how Sloan personally welcomes new employees, setting a positive tone from day one.
  • Perspective on the Next Generation - Understand Sloan's views on the younger workforce and how he believes older leaders can better communicate with them.
  • Effective Communication Strategies - Learn about Sloan's methods for engaging with his team, including learning about behavioral psychology, listening to podcasts, and conducting coffee sessions.
  • Feedback and Improvement - Find out how Sloan solicits feedback from employees and uses it to make meaningful changes, such as improving maternity and paternity leave policies.
  • Creating an Open Dialogue - Explore Sloan's techniques for encouraging open communication, including sharing personal experiences and making himself approachable.
  • "Oversharing" for Transparency - Learn why Sloan believes in "oversharing" non-confidential information to build trust and reduce anxiety among team members.

Want more? Listen to our other episodes with Sloan here now.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sloan-dean-direct/ Josiah Mackenzie Buzzsprout-15251844 Sun, 16 Jun 2024 01:00:00 -0700 741 full false This Is What It Takes To Succeed In Hospitality Today (Josiah Mackenzie with Denny Corby on Private Club Radio) This Is What It Takes To Succeed In Hospitality Today (Josiah Mackenzie with Denny Corby on Private Club Radio) In this episode, Hospitality Daily host Josiah Mackenzie is interviewed by Denny Corby on Private Club Radio about what he's seen it takes to succeed in hospitality today.

Follow Private Club Radio on Apple Podcasts, Spotify, YouTube and LinkedIn.

If you enjoyed this episode, you may also enjoy: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Hospitality Daily host Josiah Mackenzie is interviewed by Denny Corby on Private Club Radio about what he's seen it takes to succeed in hospitality today.

Follow Private Club Radio on Apple Podcasts, Spotify, YouTube and LinkedIn.

If you enjoyed this episode, you may also enjoy: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-15251789 Sat, 15 Jun 2024 01:00:00 -0700 1414 full false Let's Create A World of Abundance Through Hospitality - Steve Palmer, The Indigo Road Hospitality Group Let's Create A World of Abundance Through Hospitality - Steve Palmer, The Indigo Road Hospitality Group In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares his insights on the importance of creating a positive work environment in the hospitality industry and the impact it can have on both employees and the industry as a whole. Listen now to hear his thoughts on:

  • The mission to improve the hospitality industry
  • Creating a world of abundance
  • Combating toxic work cultures 
  • The enduring appeal of the hospitality industry
  • The irreplaceable value of human connection

If you enjoyed this, listen to the rest of our mini-series with Steve:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares his insights on the importance of creating a positive work environment in the hospitality industry and the impact it can have on both employees and the industry as a whole. Listen now to hear his thoughts on:

  • The mission to improve the hospitality industry
  • Creating a world of abundance
  • Combating toxic work cultures 
  • The enduring appeal of the hospitality industry
  • The irreplaceable value of human connection

If you enjoyed this, listen to the rest of our mini-series with Steve:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steve-palmer-abundance/ Josiah Mackenzie Buzzsprout-15247667 Fri, 14 Jun 2024 01:00:00 -0700 342 full false How To Win More Sales, Faster Through Immersive Selling - Ben Powers, Visiting Media [Sponsor Bonus] How To Win More Sales, Faster Through Immersive Selling - Ben Powers, Visiting Media [Sponsor Bonus] In this episode, Ben Powers, CEO of Visiting Media, shares a masterclass on how to sell effectively today with immersive technology and multi-sensory experiences.

  • Ben Powers' Journey (01:39): Discover Ben's background as a serial entrepreneur and how he transitioned from being a wedding photographer to the CEO of Visiting Media.
  • What Visiting Media Does (04:52): Understand how Visiting Media helps hoteliers with immersive technology and multi-sensory experiences to boost sales.
  • Importance of Sales in Hospitality (07:56): Explore why sales are crucial in the hospitality industry and how effective selling can drive revenue and enhance customer experiences.
  • Challenges in Hospitality Sales (12:08): Identify common barriers that hold people back from selling effectively and how to overcome them.
  • Speed and Multi-Sensory Experiences (14:11): Learn about the importance of speed in sales and how multi-sensory experiences can enhance the selling process.
  • Distribution Innovations (20:57): Dive into the exciting innovations in distribution that Visiting Media is working on to streamline and enhance the sales process.
  • Use Cases and Client Examples (24:57): Hear about different implementations of Visiting Media's technology across various hospitality contexts.
  • Data-Driven Insights (31:16): Discover surprising data points that have emerged from using immersive technology in sales and how they can drive better outcomes.
  • Practical Steps for Listeners (36:19): Get actionable advice on how to level up your sales program using technology and process improvements.
  • Evaluating Technology (40:19): Learn key questions to ask when evaluating new technology to ensure it simplifies and enhances your sales efforts.
Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Ben Powers, CEO of Visiting Media, shares a masterclass on how to sell effectively today with immersive technology and multi-sensory experiences.

  • Ben Powers' Journey (01:39): Discover Ben's background as a serial entrepreneur and how he transitioned from being a wedding photographer to the CEO of Visiting Media.
  • What Visiting Media Does (04:52): Understand how Visiting Media helps hoteliers with immersive technology and multi-sensory experiences to boost sales.
  • Importance of Sales in Hospitality (07:56): Explore why sales are crucial in the hospitality industry and how effective selling can drive revenue and enhance customer experiences.
  • Challenges in Hospitality Sales (12:08): Identify common barriers that hold people back from selling effectively and how to overcome them.
  • Speed and Multi-Sensory Experiences (14:11): Learn about the importance of speed in sales and how multi-sensory experiences can enhance the selling process.
  • Distribution Innovations (20:57): Dive into the exciting innovations in distribution that Visiting Media is working on to streamline and enhance the sales process.
  • Use Cases and Client Examples (24:57): Hear about different implementations of Visiting Media's technology across various hospitality contexts.
  • Data-Driven Insights (31:16): Discover surprising data points that have emerged from using immersive technology in sales and how they can drive better outcomes.
  • Practical Steps for Listeners (36:19): Get actionable advice on how to level up your sales program using technology and process improvements.
  • Evaluating Technology (40:19): Learn key questions to ask when evaluating new technology to ensure it simplifies and enhances your sales efforts.
Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/visiting-media-sales/ Josiah Mackenzie Buzzsprout-15208328 Thu, 13 Jun 2024 03:00:00 -0700 2669 full false Don't Overlook The Role of Sales - Brock Taylor, Cameo Beverly Hills Don't Overlook The Role of Sales - Brock Taylor, Cameo Beverly Hills In this episode, Brock Taylor, General Manager at Cameo Beverly Hills, shares insights into the sales role in hospitality and its critical importance to the success of a hotel.

  • Understanding the Sales Role in Hospitality (01:33) - why sales matters in a hotel setting.
  • Misconceptions About Sales in Hospitality (02:54) - including the idea that sales is only about direct selling and the importance of being hospitable and understanding guests' needs.
  • Day in the Life of a Sales Professional (03:57) - overview of what a typical day might look like for a sales professional in hospitality, including the different segments they might focus on and the key traits needed for success.
  • Importance of Listening and Understanding Guests (06:00) - the importance of being a good listener to understand and meet the complex needs of guests, especially for event organizers and larger groups.
  • Current Opportunities at Cameo Beverly Hills (06:55) - current job openings on the sales team at Cameo Beverly Hills and the qualities they are looking for in new team members.

See career opportunities at Cameo Beverly Hills here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Brock Taylor, General Manager at Cameo Beverly Hills, shares insights into the sales role in hospitality and its critical importance to the success of a hotel.

  • Understanding the Sales Role in Hospitality (01:33) - why sales matters in a hotel setting.
  • Misconceptions About Sales in Hospitality (02:54) - including the idea that sales is only about direct selling and the importance of being hospitable and understanding guests' needs.
  • Day in the Life of a Sales Professional (03:57) - overview of what a typical day might look like for a sales professional in hospitality, including the different segments they might focus on and the key traits needed for success.
  • Importance of Listening and Understanding Guests (06:00) - the importance of being a good listener to understand and meet the complex needs of guests, especially for event organizers and larger groups.
  • Current Opportunities at Cameo Beverly Hills (06:55) - current job openings on the sales team at Cameo Beverly Hills and the qualities they are looking for in new team members.

See career opportunities at Cameo Beverly Hills here.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/brock-taylor-hotel-sales/ Josiah Mackenzie Buzzsprout-15239326 Thu, 13 Jun 2024 01:00:00 -0700 672 full false How We Build a Culture of Mentorship - Steve Palmer, The Indigo Road Hospitality Group How We Build a Culture of Mentorship - Steve Palmer, The Indigo Road Hospitality Group In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares his insights on the importance of mentorship in building a powerful organizational culture.

Listen now to learn about:

  • Steve Palmer's Approach to Mentorship (01:00) - his views on the responsibility and privilege of mentoring, and how mentorship can turn a job into a lifelong, satisfying career in hospitality.
  • Creating Roadmaps for Growth (01:47) - the benefits of a growing company and the opportunities it creates for employees, and examples of career progression within the Indigo Road Hospitality Group.
  • Mentorship Programs at Indigo Road (02:10) - details on the mentorship program for new leaders,and the importance of keeping employees inspired and aligned with core values.
  • Promoting from Within (02:58) - the strategy of promoting from within to sustain and nurture company culture, and the advantages of moving experienced employees to new locations for better success rates.
  • Real-life Examples of Promotion and Growth (03:46) - specific examples of employees being promoted and relocated to new cities, and the excitement and growth opportunities for young, ambitious employees.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares his insights on the importance of mentorship in building a powerful organizational culture.

Listen now to learn about:

  • Steve Palmer's Approach to Mentorship (01:00) - his views on the responsibility and privilege of mentoring, and how mentorship can turn a job into a lifelong, satisfying career in hospitality.
  • Creating Roadmaps for Growth (01:47) - the benefits of a growing company and the opportunities it creates for employees, and examples of career progression within the Indigo Road Hospitality Group.
  • Mentorship Programs at Indigo Road (02:10) - details on the mentorship program for new leaders,and the importance of keeping employees inspired and aligned with core values.
  • Promoting from Within (02:58) - the strategy of promoting from within to sustain and nurture company culture, and the advantages of moving experienced employees to new locations for better success rates.
  • Real-life Examples of Promotion and Growth (03:46) - specific examples of employees being promoted and relocated to new cities, and the excitement and growth opportunities for young, ambitious employees.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steve-palmer-mentoring/ Josiah Mackenzie Buzzsprout-15235025 Wed, 12 Jun 2024 01:00:00 -0700 437 full false Culture As A Business Model: How We Turn Employee Satisfaction into Profits - Steve Palmer, The Indigo Road Hospitality Group Culture As A Business Model: How We Turn Employee Satisfaction into Profits - Steve Palmer, The Indigo Road Hospitality Group In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares insights on building and maintaining a great organizational culture that drives business success.

  • Understanding Culture as a Business Model (01:21) - Steve explains how culture can be a dynamic and profitable business model, moving beyond superficial perks to create a meaningful work environment.
  • Evaluating Organizational Culture (04:04) - Learn about the methods Indigo Road Hospitality Group uses to assess their culture, including anonymous employee satisfaction surveys and real-time observations.
  • Internal Hospitality and Employee Engagement (06:57) - Discover the concept of internal hospitality and how creating a positive work environment can lead to better customer experiences.
  • Practical Initiatives for a Positive Culture (08:04) - Steve discusses various initiatives like family meals, home loan programs, and free mental health support that contribute to a supportive and engaging workplace.
  • Leadership and Vulnerability (11:09) - Understand the importance of authentic leadership, admitting mistakes, and fostering a culture where employees feel safe and valued.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares insights on building and maintaining a great organizational culture that drives business success.

  • Understanding Culture as a Business Model (01:21) - Steve explains how culture can be a dynamic and profitable business model, moving beyond superficial perks to create a meaningful work environment.
  • Evaluating Organizational Culture (04:04) - Learn about the methods Indigo Road Hospitality Group uses to assess their culture, including anonymous employee satisfaction surveys and real-time observations.
  • Internal Hospitality and Employee Engagement (06:57) - Discover the concept of internal hospitality and how creating a positive work environment can lead to better customer experiences.
  • Practical Initiatives for a Positive Culture (08:04) - Steve discusses various initiatives like family meals, home loan programs, and free mental health support that contribute to a supportive and engaging workplace.
  • Leadership and Vulnerability (11:09) - Understand the importance of authentic leadership, admitting mistakes, and fostering a culture where employees feel safe and valued.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steve-palmer-culture/ Josiah Mackenzie Buzzsprout-15222323 Tue, 11 Jun 2024 01:00:00 -0700 922 full false How "Transformational Hospitality" Changed My Life (And Can Change Your Business) - Steve Palmer, The Indigo Road Hospitality Group How "Transformational Hospitality" Changed My Life (And Can Change Your Business) - Steve Palmer, The Indigo Road Hospitality Group In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares how hospitality transformed his life and the principles that guide his company today.

Listen now to learn about:

  • Steve's Early Experience with Hospitality (01:43) - the profound advice from his mentor, Chris Goss, that shaped his view on hospitality.
  • The True Meaning of Hospitality (00:02:52) - Steve's light bulb moment about the true meaning of hospitality and how it differs from mere service.
  • The Power of Belonging (03:33) - how being part of a family-like team in the hospitality industry gave Steve a sense of belonging and confidence.
  • A Recent Example of Exceptional Hospitality (05:07) - hear the heartwarming story of personalized hospitality Steve experienced at the Montage Los Cabos.
  • The Philosophy of "To Serve is to Love" (08:38) - the inspiration behind Indigo Road's motto and how it reflects its approach to guest service and employee culture.
  • The Timelessness of Hospitality (11:00) - why Steve believes the human experience of being served will always be valued, despite technological advancements.
  • Vision for Indigo Road Hospitality Group (12:47) - the organic growth strategy of Indigo Road and the importance of maintaining a consistent level of hospitality across diverse concepts.

Learn more about Steve's book, Say Grace: How the Restaurant Industry Saved My Life.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares how hospitality transformed his life and the principles that guide his company today.

Listen now to learn about:

  • Steve's Early Experience with Hospitality (01:43) - the profound advice from his mentor, Chris Goss, that shaped his view on hospitality.
  • The True Meaning of Hospitality (00:02:52) - Steve's light bulb moment about the true meaning of hospitality and how it differs from mere service.
  • The Power of Belonging (03:33) - how being part of a family-like team in the hospitality industry gave Steve a sense of belonging and confidence.
  • A Recent Example of Exceptional Hospitality (05:07) - hear the heartwarming story of personalized hospitality Steve experienced at the Montage Los Cabos.
  • The Philosophy of "To Serve is to Love" (08:38) - the inspiration behind Indigo Road's motto and how it reflects its approach to guest service and employee culture.
  • The Timelessness of Hospitality (11:00) - why Steve believes the human experience of being served will always be valued, despite technological advancements.
  • Vision for Indigo Road Hospitality Group (12:47) - the organic growth strategy of Indigo Road and the importance of maintaining a consistent level of hospitality across diverse concepts.

Learn more about Steve's book, Say Grace: How the Restaurant Industry Saved My Life.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/steve-palmer-hospitality/ Josiah Mackenzie Buzzsprout-15214274 Mon, 10 Jun 2024 01:00:00 -0700 1126 full false Say Grace: How Sobriety Saved My Life (And How I'm Helping Others) - Steve Palmer, The Indigo Road Hospitality Group Say Grace: How Sobriety Saved My Life (And How I'm Helping Others) - Steve Palmer, The Indigo Road Hospitality Group In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares his inspiring journey to sobriety and how it has influenced his approach to developing a supportive culture within his company. 

What You'll Learn:

  • Steve Palmer's Personal Journey to Sobriety (01:17) - his early struggles with addiction and the pivotal moment that led him to choose rehab over losing his job.
  • Challenges of Sobriety in the Hospitality Industry (02:10) - the difficulties of maintaining sobriety in an industry where alcohol and drug use are prevalent and how he overcame these challenges.
  • Impact of Sobriety on Career and Company Culture (03:24) - how Steve's sobriety journey led to the creation and success of the Indigo Road Hospitality Group and how it has shaped the company's culture.
  • The Founding of Ben's Friends (05:00) - the story behind Ben's Friends, a support group for hospitality professionals struggling with addiction, and its growth into a nationwide initiative.
  • The Importance of Mental Health Awareness (06:17) - the need for mental health awareness in the hospitality industry and shares how his company supports its employees' well-being.

Learn more about Steve's book, Say Grace: How the Restaurant Industry Saved My Life.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Steve Palmer, founder and chief vision officer of The Indigo Road Hospitality Group, shares his inspiring journey to sobriety and how it has influenced his approach to developing a supportive culture within his company. 

What You'll Learn:

  • Steve Palmer's Personal Journey to Sobriety (01:17) - his early struggles with addiction and the pivotal moment that led him to choose rehab over losing his job.
  • Challenges of Sobriety in the Hospitality Industry (02:10) - the difficulties of maintaining sobriety in an industry where alcohol and drug use are prevalent and how he overcame these challenges.
  • Impact of Sobriety on Career and Company Culture (03:24) - how Steve's sobriety journey led to the creation and success of the Indigo Road Hospitality Group and how it has shaped the company's culture.
  • The Founding of Ben's Friends (05:00) - the story behind Ben's Friends, a support group for hospitality professionals struggling with addiction, and its growth into a nationwide initiative.
  • The Importance of Mental Health Awareness (06:17) - the need for mental health awareness in the hospitality industry and shares how his company supports its employees' well-being.

Learn more about Steve's book, Say Grace: How the Restaurant Industry Saved My Life.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-15213398 Sun, 09 Jun 2024 01:00:00 -0700 590 full false The Power of Play: How We Created The Best Immersive Experience In Vegas - Jen Worthington, Play Social The Power of Play: How We Created The Best Immersive Experience In Vegas - Jen Worthington, Play Social In this episode, we're joined by Jen Worthington, co-founder of Play Social. Jen shares her incredible journey from being a film producer to opening the highest-grossing bar per square foot in the country, and now creating unique, playful experiences at the Luxor Hotel and Casino in Las Vegas.

What You'll Learn in This Episode:

  • Jen's Background and Career Transition (01:19) - how Jen transitioned from a successful film producer to a hospitality entrepreneur.
  • Opening the Coyote Ugly Bar (02:01) - the challenges and successes Jen faced when opening the Coyote Ugly bar on the Las Vegas Strip.
  • Surprises in the Hospitality Industry (03:25)
  • Hear Jen discuss what surprised her about the hospitality industry and how it differs from the entertainment sector.
  • The Concept of PlaySocial (05:03) - the mission behind PlaySocial and the creation of Play Playground at the Luxor Hotel and Casino.
  • Importance of Play (07:41) - why play matters, especially in a post-COVID world, and how it can combat loneliness and foster community.
  • Challenges in Building Play Playground (14:11) - the complex and challenging process of building Play Playground at the Luxor.
  • Customer Reactions and Success Metrics (17:06) - how Play Playground measures success through customer reactions, social media, and the importance of laughter and high fives.
  • Future Expansion Plans (20:19) - PlaySocial's plans for expanding Play Playground to other locations, both domestically and internationally.

Tune in to hear Jen's fascinating story and get inspired by her innovative approach to creating memorable experiences in hospitality. For more information, visit playplayground.com or reach out to Jen directly at jen@playplayground.com.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we're joined by Jen Worthington, co-founder of Play Social. Jen shares her incredible journey from being a film producer to opening the highest-grossing bar per square foot in the country, and now creating unique, playful experiences at the Luxor Hotel and Casino in Las Vegas.

What You'll Learn in This Episode:

  • Jen's Background and Career Transition (01:19) - how Jen transitioned from a successful film producer to a hospitality entrepreneur.
  • Opening the Coyote Ugly Bar (02:01) - the challenges and successes Jen faced when opening the Coyote Ugly bar on the Las Vegas Strip.
  • Surprises in the Hospitality Industry (03:25)
  • Hear Jen discuss what surprised her about the hospitality industry and how it differs from the entertainment sector.
  • The Concept of PlaySocial (05:03) - the mission behind PlaySocial and the creation of Play Playground at the Luxor Hotel and Casino.
  • Importance of Play (07:41) - why play matters, especially in a post-COVID world, and how it can combat loneliness and foster community.
  • Challenges in Building Play Playground (14:11) - the complex and challenging process of building Play Playground at the Luxor.
  • Customer Reactions and Success Metrics (17:06) - how Play Playground measures success through customer reactions, social media, and the importance of laughter and high fives.
  • Future Expansion Plans (20:19) - PlaySocial's plans for expanding Play Playground to other locations, both domestically and internationally.

Tune in to hear Jen's fascinating story and get inspired by her innovative approach to creating memorable experiences in hospitality. For more information, visit playplayground.com or reach out to Jen directly at jen@playplayground.com.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/play-social/ Josiah Mackenzie Buzzsprout-15208516 Sat, 08 Jun 2024 01:00:00 -0700 1504 full false How I'm Addressing The “Angry Chef” Stereotype And Making Hospitality Careers More Attractive - Kate Gagliardi, Asbury Collection (Sage Hospitality) How I'm Addressing The “Angry Chef” Stereotype And Making Hospitality Careers More Attractive - Kate Gagliardi, Asbury Collection (Sage Hospitality) In this episode, Kate Gagliardi, Complex Executive Chef for the Asbury Collection, shares her unique journey from finance to culinary leadership and offers insights on what it takes to create a positive work environment.

You'll learn about:

  • Kate's Career Journey (00:42) - Hear about Kate's transition from finance to becoming an executive chef.
  • Creating a Positive Work Culture (01:03) - Learn how Kate encourages her teams to be creative, bold, and take care of themselves.
  • Differences Between Restaurant and Hotel Culinary Operations (03:19) - Discover the unique challenges and exciting aspects of running a culinary operation in a hotel setting.
  • Work Culture in Kitchens (04:07) - Gain insights into the demanding work culture in kitchens and how it can be improved.
  • Influential Mentors and Leadership Styles (05:18) - Learn about the mentors who shaped Kate's leadership style and her approach to managing her team.
  • Menu Development and Team Collaboration (07:35) - Understand how Kate collaborates with her team on menu development and encourages creativity.
  • Staffing Challenges in Hospitality (15:37) - Explore the staffing challenges in the hospitality industry, especially post-pandemic, and how to address them.
  • Misconceptions About the Culinary Industry (17:18) - Correct common misconceptions about working in the culinary industry and highlight its rewarding aspects.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Kate Gagliardi, Complex Executive Chef for the Asbury Collection, shares her unique journey from finance to culinary leadership and offers insights on what it takes to create a positive work environment.

You'll learn about:

  • Kate's Career Journey (00:42) - Hear about Kate's transition from finance to becoming an executive chef.
  • Creating a Positive Work Culture (01:03) - Learn how Kate encourages her teams to be creative, bold, and take care of themselves.
  • Differences Between Restaurant and Hotel Culinary Operations (03:19) - Discover the unique challenges and exciting aspects of running a culinary operation in a hotel setting.
  • Work Culture in Kitchens (04:07) - Gain insights into the demanding work culture in kitchens and how it can be improved.
  • Influential Mentors and Leadership Styles (05:18) - Learn about the mentors who shaped Kate's leadership style and her approach to managing her team.
  • Menu Development and Team Collaboration (07:35) - Understand how Kate collaborates with her team on menu development and encourages creativity.
  • Staffing Challenges in Hospitality (15:37) - Explore the staffing challenges in the hospitality industry, especially post-pandemic, and how to address them.
  • Misconceptions About the Culinary Industry (17:18) - Correct common misconceptions about working in the culinary industry and highlight its rewarding aspects.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kate-gagliardi/ Josiah Mackenzie Buzzsprout-15208394 Fri, 07 Jun 2024 01:00:00 -0700 1321 full false My Takeaways For Operators From The NYU Hospitality Investment Conference - Josiah Mackenzie My Takeaways For Operators From The NYU Hospitality Investment Conference - Josiah Mackenzie In this episode, Josiah Mackenzie shares his thoughts and reflections on the 2024 NYU International Hospitality Industry Investment Conference, covering:

  • The Importance of Capital in Hospitality (0:43) - why staying close to the world of owners and investors is crucial for operational success.
  • Current State of the Lodging Economy (1:15) - an overview of the U.S. lodging and travel economy, including STR's downgraded outlook and the split impact on different chain scales.
  • Geopolitical Risks and Recession Fears (2:07) - top concerns for CEOs and leaders in the industry, based on Ernst & Young's market research.
  • Operational Innovation from Smaller Margins (3:01) - how pressure from owners and investors can lead to reimagining business and operating models.
  • The Role of Technology and Gen AI (4:06) - how new technologies like Gen AI can help rethink operational models and improve margins.
  • Expanding Hospitality Beyond Hotels (4:48) -  the potential of applying hospitality principles to other types of real estate and mixed-use developments.
  • Building a Strong Customer Base (5:10) - the importance of providing a differentiated experience and cultivating loyal customers, supported by technology and first-party data.
  • Opportunities in Group Business (6:13) - the emerging demand for group business, especially among small and medium enterprises, and how to cater to this segment. 
  • AI in Hospitality (8:09) - the various applications of AI in hospitality, from revenue management to personalized training, and the realistic expectations of its impact.
  • Personal Performance Evaluation Using AI (11:10) - how AI can be used as a tool for personal and professional development, acting as a coach or advisor to improve effectiveness.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Josiah Mackenzie shares his thoughts and reflections on the 2024 NYU International Hospitality Industry Investment Conference, covering:

  • The Importance of Capital in Hospitality (0:43) - why staying close to the world of owners and investors is crucial for operational success.
  • Current State of the Lodging Economy (1:15) - an overview of the U.S. lodging and travel economy, including STR's downgraded outlook and the split impact on different chain scales.
  • Geopolitical Risks and Recession Fears (2:07) - top concerns for CEOs and leaders in the industry, based on Ernst & Young's market research.
  • Operational Innovation from Smaller Margins (3:01) - how pressure from owners and investors can lead to reimagining business and operating models.
  • The Role of Technology and Gen AI (4:06) - how new technologies like Gen AI can help rethink operational models and improve margins.
  • Expanding Hospitality Beyond Hotels (4:48) -  the potential of applying hospitality principles to other types of real estate and mixed-use developments.
  • Building a Strong Customer Base (5:10) - the importance of providing a differentiated experience and cultivating loyal customers, supported by technology and first-party data.
  • Opportunities in Group Business (6:13) - the emerging demand for group business, especially among small and medium enterprises, and how to cater to this segment. 
  • AI in Hospitality (8:09) - the various applications of AI in hospitality, from revenue management to personalized training, and the realistic expectations of its impact.
  • Personal Performance Evaluation Using AI (11:10) - how AI can be used as a tool for personal and professional development, acting as a coach or advisor to improve effectiveness.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/2024-nyu-investment-conference/ Josiah Mackenzie Buzzsprout-15198938 Thu, 06 Jun 2024 01:00:00 -0700 976 full false The Danger of Private Equity in Hospitality Now - Sloan Dean, Remington Hospitality The Danger of Private Equity in Hospitality Now - Sloan Dean, Remington Hospitality In this episode, we're joined by Remington Hospitality CEO Sloan Dean, who shares what he sees as the danger of private equity in the hospitality business today.

You'll learn about:

  • The Role of Private Equity (PE) in Hospitality: Understand the dynamics of PE ownership in hospitality operating platforms and why it often leads to overvaluation - and undervaluation - in critical areas.
  • Challenges of Scaling: Discover why scaling beyond a certain number of hotels can lead to diminishing returns and how the relationship-oriented nature of the business complicates large-scale operations.
  • Public vs. Private Valuation: Learn about the pitfalls of attempting to arbitrage between private and public valuations, and why the dream of going public often remains unfulfilled.
  • Impact of High Interest Rates: Explore how high interest rates and leveraged buyouts are affecting operating platforms, leading to cost-cutting measures that can degrade service quality.
  • The Importance of "Smart Growth": Hear why organic, steady growth is more sustainable than rapid expansion, and how PE's aggressive strategies have led to value destruction in many cases.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we're joined by Remington Hospitality CEO Sloan Dean, who shares what he sees as the danger of private equity in the hospitality business today.

You'll learn about:

  • The Role of Private Equity (PE) in Hospitality: Understand the dynamics of PE ownership in hospitality operating platforms and why it often leads to overvaluation - and undervaluation - in critical areas.
  • Challenges of Scaling: Discover why scaling beyond a certain number of hotels can lead to diminishing returns and how the relationship-oriented nature of the business complicates large-scale operations.
  • Public vs. Private Valuation: Learn about the pitfalls of attempting to arbitrage between private and public valuations, and why the dream of going public often remains unfulfilled.
  • Impact of High Interest Rates: Explore how high interest rates and leveraged buyouts are affecting operating platforms, leading to cost-cutting measures that can degrade service quality.
  • The Importance of "Smart Growth": Hear why organic, steady growth is more sustainable than rapid expansion, and how PE's aggressive strategies have led to value destruction in many cases.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/problem-with-pe/ Buzzsprout-15180895 Wed, 05 Jun 2024 01:00:00 -0700 616 full false How To Take Over Management Of A Property Well - Sloan Dean, Remington Hospitality How To Take Over Management Of A Property Well - Sloan Dean, Remington Hospitality In this episode, we're joined by Remington Hospitality CEO Sloan Dean, who shares his experience and insights on what it takes to successfully transition into managing a new hotel, and ensure both the staff and the property thrive under new leadership.

Listen now to learn about:

  • The Importance of Associates: Discover why the associates are the first priority in any hotel takeover and how to manage their fears and expectations during the transition.
  • Effective Communication: Learn about the significance of town halls, rallies, and direct communication from leadership to calm fears and build excitement among the teams.
  • Leadership Selection: Understand the process of evaluating and selecting the right general manager who aligns with the needs of both your organization and the owner.
  • Iterative Training Approach: Hear about Remington's unique approach to training and integrating new team members.
  • Recruitment Strategies: Gain insights into how being a high-energy, pro-associate employer helps in recruiting the best talent in the industry.

If you liked this episode, you may like this other one with Sloan:
Being The "Chief Recruiting Officer"

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we're joined by Remington Hospitality CEO Sloan Dean, who shares his experience and insights on what it takes to successfully transition into managing a new hotel, and ensure both the staff and the property thrive under new leadership.

Listen now to learn about:

  • The Importance of Associates: Discover why the associates are the first priority in any hotel takeover and how to manage their fears and expectations during the transition.
  • Effective Communication: Learn about the significance of town halls, rallies, and direct communication from leadership to calm fears and build excitement among the teams.
  • Leadership Selection: Understand the process of evaluating and selecting the right general manager who aligns with the needs of both your organization and the owner.
  • Iterative Training Approach: Hear about Remington's unique approach to training and integrating new team members.
  • Recruitment Strategies: Gain insights into how being a high-energy, pro-associate employer helps in recruiting the best talent in the industry.

If you liked this episode, you may like this other one with Sloan:
Being The "Chief Recruiting Officer"

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sloan-dean-takeover/ Josiah Mackenzie Buzzsprout-15175680 Tue, 04 Jun 2024 01:00:00 -0700 467 full false This "Quiet" Role Manages Hotel Managers, And Here's What They're Seeing Now - Sarah Gulla and Justin Epps, Hospitality Asset Managers Association This "Quiet" Role Manages Hotel Managers, And Here's What They're Seeing Now - Sarah Gulla and Justin Epps, Hospitality Asset Managers Association In this episode, Sarah Gulla and Justin Epps from the Hospitality Asset Managers Association join us to discuss into the role of hotel asset managers in the hospitality ecosystem - and the results of a recent industry outlook survey they conducted.

What You'll Learn:

  • Role of Hotel Asset Managers: Understand the pivotal role hotel asset managers play in influencing behaviors, managing managers, and setting strategic directions for hotel investments.
  • Hospitality Asset Managers Association: Discover the Hospitality Asset Managers Association's mission and activities, including its membership criteria, educational resources, and networking opportunities.
  • Industry Outlook: Get insights from the association's latest industry outlook report, including current trends, economic conditions, and performance metrics within the hospitality sector.
  • Challenges and Solutions: Learn about the challenges hotel asset managers face, such as rising expenses and labor costs, and explore potential solutions including technology adoption and best practices sharing.
  • Networking and Collaboration: Hear about the importance of networking and collaboration within the industry to share best practices and find innovative solutions to common problems.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sarah Gulla and Justin Epps from the Hospitality Asset Managers Association join us to discuss into the role of hotel asset managers in the hospitality ecosystem - and the results of a recent industry outlook survey they conducted.

What You'll Learn:

  • Role of Hotel Asset Managers: Understand the pivotal role hotel asset managers play in influencing behaviors, managing managers, and setting strategic directions for hotel investments.
  • Hospitality Asset Managers Association: Discover the Hospitality Asset Managers Association's mission and activities, including its membership criteria, educational resources, and networking opportunities.
  • Industry Outlook: Get insights from the association's latest industry outlook report, including current trends, economic conditions, and performance metrics within the hospitality sector.
  • Challenges and Solutions: Learn about the challenges hotel asset managers face, such as rising expenses and labor costs, and explore potential solutions including technology adoption and best practices sharing.
  • Networking and Collaboration: Hear about the importance of networking and collaboration within the industry to share best practices and find innovative solutions to common problems.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/hama-summer-2024/ Josiah Mackenzie Buzzsprout-15175644 Mon, 03 Jun 2024 01:00:00 -0700 1125 full false What We're Seeing in the Market Now - Sloan Dean, Remington Hospitality What We're Seeing in the Market Now - Sloan Dean, Remington Hospitality In this episode, we're joined by Remington Hospitality CEO Sloan Dean, who shares his observations on trends in the market today. You'll learn about:

  • What's Happening in Hospitality Today: Understand the current state of the hospitality market, including domestic and international travel trends.
  • Consumer Behavior: Learn how the pandemic has fundamentally changed consumer behavior, drawing parallels to the Great Depression's impact on spending habits.
  • Group and Business Travel: Discover why group demand is outperforming and how business transient travel is recovering.
  • Labor Market: Get insights into the labor market, including wage growth trends and the impact of automation on hospitality jobs.
  • Future Outlook: Hear Sloan's outlook for the industry, including the potential for AI and automation to improve productivity.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we're joined by Remington Hospitality CEO Sloan Dean, who shares his observations on trends in the market today. You'll learn about:

  • What's Happening in Hospitality Today: Understand the current state of the hospitality market, including domestic and international travel trends.
  • Consumer Behavior: Learn how the pandemic has fundamentally changed consumer behavior, drawing parallels to the Great Depression's impact on spending habits.
  • Group and Business Travel: Discover why group demand is outperforming and how business transient travel is recovering.
  • Labor Market: Get insights into the labor market, including wage growth trends and the impact of automation on hospitality jobs.
  • Future Outlook: Hear Sloan's outlook for the industry, including the potential for AI and automation to improve productivity.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sloan-dean-market-summer-2024/ Josiah Mackenzie Buzzsprout-15174570 Sun, 02 Jun 2024 01:00:00 -0700 1072 full false How I Stay Energized & Motivated As A Hospitality Leader - Sloan Dean, Remington Hospitality How I Stay Energized & Motivated As A Hospitality Leader - Sloan Dean, Remington Hospitality In this episode, Sloan Dean, CEO of Remington Hospitality, joins us to share his insights on staying energized and motivated as a leader. Sloan discusses the importance of self-care and how it impacts leadership effectiveness in hospitality.

Listen now to learn about:

  • Self-Care for Leaders: Learn why you can't give what you don't have and how taking care of yourself is crucial for taking care of your team and guests.
  • Personality Insights: Discover how Sloan's ENTJ personality type and being a double extrovert help him thrive in his role.
  • Balancing Personal and Professional Life: Hear about Sloan's personal life setup, including shared custody of his kids and a supportive spouse, which allows him to manage his demanding job.
  • Healthspan Focus: Understand the concept of healthspan and how Sloan incorporates practices like sleep tracking, regular workouts, and contrast therapy to maintain his energy levels.
  • Stress Management: Gain insights into how Sloan manages stress by being internally driven and not comparing himself to others.
  • Criticism and Feedback: Learn why it's important to consider the source of criticism and focus on being better than you were yesterday.

Whether you're a CEO or a bellman, this episode offers valuable lessons on self-care, leadership, and personal growth. 


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sloan Dean, CEO of Remington Hospitality, joins us to share his insights on staying energized and motivated as a leader. Sloan discusses the importance of self-care and how it impacts leadership effectiveness in hospitality.

Listen now to learn about:

  • Self-Care for Leaders: Learn why you can't give what you don't have and how taking care of yourself is crucial for taking care of your team and guests.
  • Personality Insights: Discover how Sloan's ENTJ personality type and being a double extrovert help him thrive in his role.
  • Balancing Personal and Professional Life: Hear about Sloan's personal life setup, including shared custody of his kids and a supportive spouse, which allows him to manage his demanding job.
  • Healthspan Focus: Understand the concept of healthspan and how Sloan incorporates practices like sleep tracking, regular workouts, and contrast therapy to maintain his energy levels.
  • Stress Management: Gain insights into how Sloan manages stress by being internally driven and not comparing himself to others.
  • Criticism and Feedback: Learn why it's important to consider the source of criticism and focus on being better than you were yesterday.

Whether you're a CEO or a bellman, this episode offers valuable lessons on self-care, leadership, and personal growth. 


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sloan-dean-personal-leadership/ Josiah Mackenzie Buzzsprout-15166421 Sat, 01 Jun 2024 01:00:00 -0700 575 full false Lessons From The Caribbean: How To Thrive Through Expansion - Sloan Dean, Remington Hospitality Lessons From The Caribbean: How To Thrive Through Expansion - Sloan Dean, Remington Hospitality What does it take to not only spot an opportunity but to act on it so your hospitality business thrives? In this episode, we learn how that's done by exploring the expansion of Remington Hospitality under the leadership of CEO Sloan Dean. Discover how Sloan and his team identified a significant opportunity in the Caribbean and Latin American markets and executed a successful expansion there in record time.

Listen now to learn about:

  • Identifying Market Gaps: Learn how Remington Hospitality spotted a unique opportunity in the Caribbean and Latin American markets by recognizing the limited options for hotel owners.
  • Strategic Resource Allocation: Understand the importance of dedicating full-time resources and leveraging local expertise to ensure successful market entry.
  • Cultural and Linguistic Adaptation: Discover why having team members fluent in Spanish and familiar with local customs was crucial for Remington's success.
  • Establishing a Local Presence: Find out why Remington chose to set up an office in Miami.
  • Building Strong Partnerships: Hear about the importance of forming local partnerships, including legal and taxation counsel, and collaborating with equity partners.
  • Employee Engagement and Morale: Explore how expanding into new markets can create exciting career opportunities and boost morale within an organization.
  • Long-Term Vision: Understand the willingness to invest and potentially incur short-term losses for long-term gains, drawing parallels with Amazon's strategy.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> What does it take to not only spot an opportunity but to act on it so your hospitality business thrives? In this episode, we learn how that's done by exploring the expansion of Remington Hospitality under the leadership of CEO Sloan Dean. Discover how Sloan and his team identified a significant opportunity in the Caribbean and Latin American markets and executed a successful expansion there in record time.

Listen now to learn about:

  • Identifying Market Gaps: Learn how Remington Hospitality spotted a unique opportunity in the Caribbean and Latin American markets by recognizing the limited options for hotel owners.
  • Strategic Resource Allocation: Understand the importance of dedicating full-time resources and leveraging local expertise to ensure successful market entry.
  • Cultural and Linguistic Adaptation: Discover why having team members fluent in Spanish and familiar with local customs was crucial for Remington's success.
  • Establishing a Local Presence: Find out why Remington chose to set up an office in Miami.
  • Building Strong Partnerships: Hear about the importance of forming local partnerships, including legal and taxation counsel, and collaborating with equity partners.
  • Employee Engagement and Morale: Explore how expanding into new markets can create exciting career opportunities and boost morale within an organization.
  • Long-Term Vision: Understand the willingness to invest and potentially incur short-term losses for long-term gains, drawing parallels with Amazon's strategy.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/remington-hospitality-cala/ Buzzsprout-15163580 Fri, 31 May 2024 01:00:00 -0700 776 full false The Experience That Earned Us Michelin's Three Key Distinction - Jeff Wielgopolan, Meadowood Napa Valley The Experience That Earned Us Michelin's Three Key Distinction - Jeff Wielgopolan, Meadowood Napa Valley In this episode, we are joined by Jeff Wielgopolan, Service Director at Meadowood Napa Valley. Discover how this extraordinary property became one of only 11 hotels in the United States to receive Michelin's Three Key distinction for exceptional hospitality.

What You'll Learn:

  • First Impressions Matter: Learn how Meadowood designs its arrival experience to set the stage for an unforgettable stay.
  • Feedback is Gold: Understand the importance of collecting and responding to guest feedback to constantly improve the guest experience.
  • Long-Term Vision: Gain insights into the long-term thinking that goes into creating a timeless and elegant hospitality experience.
  • Personalized Service: Hear about the meticulous attention to detail that makes guests feel uniquely valued and remembered.
  • Operational Excellence: Discover the behind-the-scenes efforts that make seamless and magical guest experiences possible.

Join us as we explore the elements that make Meadowood Napa Valley a standout in the hospitality industry and get inspired by what excellence looks like.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we are joined by Jeff Wielgopolan, Service Director at Meadowood Napa Valley. Discover how this extraordinary property became one of only 11 hotels in the United States to receive Michelin's Three Key distinction for exceptional hospitality.

What You'll Learn:

  • First Impressions Matter: Learn how Meadowood designs its arrival experience to set the stage for an unforgettable stay.
  • Feedback is Gold: Understand the importance of collecting and responding to guest feedback to constantly improve the guest experience.
  • Long-Term Vision: Gain insights into the long-term thinking that goes into creating a timeless and elegant hospitality experience.
  • Personalized Service: Hear about the meticulous attention to detail that makes guests feel uniquely valued and remembered.
  • Operational Excellence: Discover the behind-the-scenes efforts that make seamless and magical guest experiences possible.

Join us as we explore the elements that make Meadowood Napa Valley a standout in the hospitality industry and get inspired by what excellence looks like.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jeff-wielgopolan-meadowood/ Josiah Mackenzie Buzzsprout-15151681 Thu, 30 May 2024 01:00:00 -0700 989 full false McKinsey Research: The State of Tourism & Hospitality - Jasperina de Vries, McKinsey & Company McKinsey Research: The State of Tourism & Hospitality - Jasperina de Vries, McKinsey & Company Today, McKinsey & Company published an insightful, research-driven report on the state of tourism and hospitality. In this episode, we'll learn about the trends, market changes, and opportunities you need to know as a hospitality provider from Jasperina de Vries, one of the authors of this report.

To learn more, join the McKinsey Live event on this June 13th: Faces, places, and trends: The state of tourism & hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Today, McKinsey & Company published an insightful, research-driven report on the state of tourism and hospitality. In this episode, we'll learn about the trends, market changes, and opportunities you need to know as a hospitality provider from Jasperina de Vries, one of the authors of this report.

To learn more, join the McKinsey Live event on this June 13th: Faces, places, and trends: The state of tourism & hospitality

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/mckinsey-state-of-tourism-hospitality-2024/ Buzzsprout-15158162 Wed, 29 May 2024 12:00:00 -0700 1524 full false The Fundamentals of Service in Luxury Hospitality (From Someone Who Trained The Teams Behind The World's Best Hotels) - Jeff Wielgopolan, Meadowood Napa Valley The Fundamentals of Service in Luxury Hospitality (From Someone Who Trained The Teams Behind The World's Best Hotels) - Jeff Wielgopolan, Meadowood Napa Valley In this episode, we're learning from Jeff Wielgopolan, a hospitality expert who has led learning and training for Forbes Travel Guide and is currently responsible for creating and maintaining the guest experience at Meadowood Napa Valley. Jeff shares his insights on what it takes to provide world-class hospitality and the importance of attention to detail.

Listeners will learn about:

  • World-Class Hospitality: Learn the secrets behind providing exceptional service that makes guests feel special and valued.
  • Training and Development: Discover how to train staff to think and act like luxury guests, even if they have never experienced luxury themselves.
  • The Power of Language: Understand the impact of using the right words and greetings to create a positive guest experience.
  • Anticipatory Service: Find out how to anticipate guest needs and make their experience effortless and memorable.
  • Attention to Detail: Hear a humbling story that underscores the importance of paying attention to every detail, no matter how small.
  • "Plus One" Philosophy: Learn how adding one extra element to your service can make a significant difference.
  • Growth That Affects All Areas of Life: Explore how skills learned in hospitality can be applied to your personal life, making you a better friend, partner, and neighbor.

Join us as we delve into the nuances of luxury hospitality and discover actionable tips that you can implement in your own work and life. Whether you're a seasoned professional or new to the industry, this episode offers valuable insights that will elevate your approach to hospitality.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we're learning from Jeff Wielgopolan, a hospitality expert who has led learning and training for Forbes Travel Guide and is currently responsible for creating and maintaining the guest experience at Meadowood Napa Valley. Jeff shares his insights on what it takes to provide world-class hospitality and the importance of attention to detail.

Listeners will learn about:

  • World-Class Hospitality: Learn the secrets behind providing exceptional service that makes guests feel special and valued.
  • Training and Development: Discover how to train staff to think and act like luxury guests, even if they have never experienced luxury themselves.
  • The Power of Language: Understand the impact of using the right words and greetings to create a positive guest experience.
  • Anticipatory Service: Find out how to anticipate guest needs and make their experience effortless and memorable.
  • Attention to Detail: Hear a humbling story that underscores the importance of paying attention to every detail, no matter how small.
  • "Plus One" Philosophy: Learn how adding one extra element to your service can make a significant difference.
  • Growth That Affects All Areas of Life: Explore how skills learned in hospitality can be applied to your personal life, making you a better friend, partner, and neighbor.

Join us as we delve into the nuances of luxury hospitality and discover actionable tips that you can implement in your own work and life. Whether you're a seasoned professional or new to the industry, this episode offers valuable insights that will elevate your approach to hospitality.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/jeff-wielgopolan-service/ Josiah Mackenzie Buzzsprout-15151673 Wed, 29 May 2024 01:00:00 -0700 1947 full false This Hotelier is Next to Google, Sees The Future, and Shares What He’s Doing About It - Dipesh Gupta, Shashi Group This Hotelier is Next to Google, Sees The Future, and Shares What He’s Doing About It - Dipesh Gupta, Shashi Group In this episode, we are joined by Dipesh Gupta, a hotel owner and operator at Shashi Group who has integrated cutting-edge technology into the guest experience, creating a truly personalized and innovative stay. (Which was profiled in a recent article from the Wall Street Journal, "Make Yourself at Home in the Hotel of the Future.")

What You'll Learn:

  • Lessons from His Career Journey: Discover how Dipesh went from an engineer in financial services and AI to a successful hotel investor and operator in Silicon Valley.
  • Technology and Disruption: Understand why the hospitality industry is ripe for disruption and how technology can bridge the gap between current offerings and customer expectations.
  • Customer-Centric Innovation: Explore how focusing on the customer can lead to significant innovations, from digital keys to hyper-personalized guest experiences.
  • AI in Hospitality: Get insights into how AI can empower hotel staff to offer meaningful, personalized interactions with guests.
  • "Living Room in a Box" Concept: Hear Dipesh's vision of bringing your living room to your hotel room, complete with personalized settings for temperature, lighting, and entertainment.
  • Future Trends: Hear predictions about the future of the hospitality industry, including the role of technology, sustainability, and multi-dimensional lifestyle offerings.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we are joined by Dipesh Gupta, a hotel owner and operator at Shashi Group who has integrated cutting-edge technology into the guest experience, creating a truly personalized and innovative stay. (Which was profiled in a recent article from the Wall Street Journal, "Make Yourself at Home in the Hotel of the Future.")

What You'll Learn:

  • Lessons from His Career Journey: Discover how Dipesh went from an engineer in financial services and AI to a successful hotel investor and operator in Silicon Valley.
  • Technology and Disruption: Understand why the hospitality industry is ripe for disruption and how technology can bridge the gap between current offerings and customer expectations.
  • Customer-Centric Innovation: Explore how focusing on the customer can lead to significant innovations, from digital keys to hyper-personalized guest experiences.
  • AI in Hospitality: Get insights into how AI can empower hotel staff to offer meaningful, personalized interactions with guests.
  • "Living Room in a Box" Concept: Hear Dipesh's vision of bringing your living room to your hotel room, complete with personalized settings for temperature, lighting, and entertainment.
  • Future Trends: Hear predictions about the future of the hospitality industry, including the role of technology, sustainability, and multi-dimensional lifestyle offerings.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/dipesh-gupta-shashi/ Josiah Mackenzie Buzzsprout-15110968 Tue, 28 May 2024 01:00:00 -0700 3141 full false How to Evaluate Culture (And The Big Problem with Automation) - Greg Früchtenicht, Saira Hospitality How to Evaluate Culture (And The Big Problem with Automation) - Greg Früchtenicht, Saira Hospitality Greg Früchtenicht is the Chief Operating Officer at Saira Hospitality, and in this episode, he shares what he's learned about evaluating culture in hospitality organizations - and the big problem automation poses in the hiring process.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Greg Früchtenicht is the Chief Operating Officer at Saira Hospitality, and in this episode, he shares what he's learned about evaluating culture in hospitality organizations - and the big problem automation poses in the hiring process.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/greg-fruchtenicht-culture/ Josiah Mackenzie Buzzsprout-15135297 Mon, 27 May 2024 01:00:00 -0700 879 full false These 80-Year-Olds Run The Coolest Inn in San Francisco - Joan Hull and John Phillips, The Parsonage [San Francisco Sundays] These 80-Year-Olds Run The Coolest Inn in San Francisco - Joan Hull and John Phillips, The Parsonage [San Francisco Sundays] In this episode we meet Joan Hull and John Phillips, the proprietors of The Parsonage, a charming urban inn located in the heart of San Francisco. This conversation is a treat as Joan and John share their journey of transforming a historic 1883 Victorian house into a beloved landmark.

Listen now to learn about:

  • The Essence of Hospitality: Discover how Joan and John embody the spirit of warm, gracious hosts and what it means to provide hospitality not just as a business, but as a way of life.
  • Creating a Unique Guest Experience: Learn about the importance of empathy in innkeeping, the significance of a round breakfast table, and how to make guests feel pampered and at ease.
  • Balancing Privacy and Openness: Understand the delicate balance of maintaining privacy while being open and welcoming to guests in a shared living space.
  • The Power of Personal Touch: Hear stories of how personalized hospitality can change guests' perceptions and create memorable experiences.
  • Running a Bed and Breakfast: Gain insights into the practical aspects of running a small inn, from cooking breakfast to cleaning bathrooms, and the importance of enjoying the work you do.
  • Community and Civility: Reflect on the importance of civility, respect, and active participation in your neighborhood to create a better community.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode we meet Joan Hull and John Phillips, the proprietors of The Parsonage, a charming urban inn located in the heart of San Francisco. This conversation is a treat as Joan and John share their journey of transforming a historic 1883 Victorian house into a beloved landmark.

Listen now to learn about:

  • The Essence of Hospitality: Discover how Joan and John embody the spirit of warm, gracious hosts and what it means to provide hospitality not just as a business, but as a way of life.
  • Creating a Unique Guest Experience: Learn about the importance of empathy in innkeeping, the significance of a round breakfast table, and how to make guests feel pampered and at ease.
  • Balancing Privacy and Openness: Understand the delicate balance of maintaining privacy while being open and welcoming to guests in a shared living space.
  • The Power of Personal Touch: Hear stories of how personalized hospitality can change guests' perceptions and create memorable experiences.
  • Running a Bed and Breakfast: Gain insights into the practical aspects of running a small inn, from cooking breakfast to cleaning bathrooms, and the importance of enjoying the work you do.
  • Community and Civility: Reflect on the importance of civility, respect, and active participation in your neighborhood to create a better community.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/the-parsonage/ Josiah Mackenzie Buzzsprout-15140837 Sun, 26 May 2024 21:00:00 -0700 2189 full false How To Design An Employee Experience That Attracts And Engages The Best People in Hospitality - Szilvia Olah How To Design An Employee Experience That Attracts And Engages The Best People in Hospitality - Szilvia Olah In this episode, we're learning from Szilvia Olah, an expert in employee experience design, the founder of The Strengths Company, a former leader at Accor and Jumeirah Group,  and the author ofThe Blind Leading the Disengaged.

You'll learn about:

  • Employee Experience Design: Discover how to design and deliver exceptional employee experiences using principles from guest experience design.
  • Onboarding Best Practices: Learn the importance of a well-thought-out onboarding process and how to customize it to meet the needs of different employees.
  • Daily Employee Engagement: Understand how to create a motivating environment and manage performance through daily actions rather than the typical annual reviews.
  • Exit Strategies: Explore fair and thoughtful ways to handle employee exits, including the innovative idea of post-departure check-ins and exit interviews.
  • Using Feedback: Find out how to gather and use employee feedback effectively to improve your organization's processes and reputation.

Whether you're a hospitality leader or just someone interested in organizational psychology, this episode is packed with valuable insights you won't want to miss.

You may also enjoy:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we're learning from Szilvia Olah, an expert in employee experience design, the founder of The Strengths Company, a former leader at Accor and Jumeirah Group,  and the author ofThe Blind Leading the Disengaged.

You'll learn about:

  • Employee Experience Design: Discover how to design and deliver exceptional employee experiences using principles from guest experience design.
  • Onboarding Best Practices: Learn the importance of a well-thought-out onboarding process and how to customize it to meet the needs of different employees.
  • Daily Employee Engagement: Understand how to create a motivating environment and manage performance through daily actions rather than the typical annual reviews.
  • Exit Strategies: Explore fair and thoughtful ways to handle employee exits, including the innovative idea of post-departure check-ins and exit interviews.
  • Using Feedback: Find out how to gather and use employee feedback effectively to improve your organization's processes and reputation.

Whether you're a hospitality leader or just someone interested in organizational psychology, this episode is packed with valuable insights you won't want to miss.

You may also enjoy:


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/szilvia-olah-engagement/ Josiah Mackenzie Buzzsprout-15132345 Sun, 26 May 2024 01:00:00 -0700 2079 full false Working With The LeBron James Family Foundation To Empower People Through Hospitality Skills Training - Stephan Bogardus and Tommy Ostrum, Graduate Hotels Working With The LeBron James Family Foundation To Empower People Through Hospitality Skills Training - Stephan Bogardus and Tommy Ostrum, Graduate Hotels In this episode, we're joined by Tommy Ostrom, Chief of Staff, and Stephan Bogardus, Corporate Director of Culinary Operations at Graduate Hotels, to discuss their collaboration with the LeBron James Family Foundation in Akron, Ohio.

Listeners will learn about:

  • The inception and development of the House Three Thirty training camp program.
  • How Graduate Hotels and the LeBron James Family Foundation aligned their missions to create impactful community initiatives.
  • The structure and curriculum of the seven-day intensive hospitality training program.
  • The challenges and successes of training individuals in both front-of-house and back-of-house roles.
  • The importance of empathy, compassion, and emotional intelligence in hospitality.
  • Real-life success stories of program participants who have thrived in their new roles.
  • Insights into the broader implications of hospitality skills in addressing societal issues like mental health and loneliness.

Tune in to discover how hospitality can be a powerful tool for community building and personal growth, and get inspired by the incredible work being done by Graduate Hotels and the LeBron James Family Foundation.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we're joined by Tommy Ostrom, Chief of Staff, and Stephan Bogardus, Corporate Director of Culinary Operations at Graduate Hotels, to discuss their collaboration with the LeBron James Family Foundation in Akron, Ohio.

Listeners will learn about:

  • The inception and development of the House Three Thirty training camp program.
  • How Graduate Hotels and the LeBron James Family Foundation aligned their missions to create impactful community initiatives.
  • The structure and curriculum of the seven-day intensive hospitality training program.
  • The challenges and successes of training individuals in both front-of-house and back-of-house roles.
  • The importance of empathy, compassion, and emotional intelligence in hospitality.
  • Real-life success stories of program participants who have thrived in their new roles.
  • Insights into the broader implications of hospitality skills in addressing societal issues like mental health and loneliness.

Tune in to discover how hospitality can be a powerful tool for community building and personal growth, and get inspired by the incredible work being done by Graduate Hotels and the LeBron James Family Foundation.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/graduate-ljff-training/ Josiah Mackenzie Buzzsprout-15131301 Sat, 25 May 2024 01:00:00 -0700 1315 full false How AHLA Is Supporting Hoteliers Through Certification and Events - Kevin Carey, AHLA How AHLA Is Supporting Hoteliers Through Certification and Events - Kevin Carey, AHLA The American Hotel and Lodging Association supports hospitality providers in so many ways from education to policy work. In this episode, Kevin Carey, AHLA’s interim president & CEO, joins us to talk about two core areas they're focused on now:

  1. Green Key Global: sustainability certification to help hoteliers cater to the quickly growing number of travelers (and businesses) that prioritize this
  2. The Hospitality Show: to connect industry participants and help everyone do well together

Also, be sure to check out new research they've commissioned about travel trends for this summer.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> The American Hotel and Lodging Association supports hospitality providers in so many ways from education to policy work. In this episode, Kevin Carey, AHLA’s interim president & CEO, joins us to talk about two core areas they're focused on now:

  1. Green Key Global: sustainability certification to help hoteliers cater to the quickly growing number of travelers (and businesses) that prioritize this
  2. The Hospitality Show: to connect industry participants and help everyone do well together

Also, be sure to check out new research they've commissioned about travel trends for this summer.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/kevin-carey-ahla/ Josiah Mackenzie Buzzsprout-15125143 Fri, 24 May 2024 12:00:00 -0700 1045 full false Opportunities I See Now With Events (After Leading These For Amazon, Google & Others) - Gianna Gaudini Opportunities I See Now With Events (After Leading These For Amazon, Google & Others) - Gianna Gaudini How do you stand out in a world full of technology, endless content, and busy schedules? Hospitality is key, especially through events. Events offer a big opportunity for every hospitality provider.

In this episode, we're learning from Gianna Gaudini, a top event producer and strategist. She’ll share her journey in the events industry, the opportunities events bring, and how hoteliers can work effectively with event planners.

See Giana's book: The Art of Event Planning: Pro Tips from an Industry Insider

Chapters:
1:12: Gianna’s career journey in events
9:47: Why events are so important now
12:47: Important elements of powerful events
15:49: How hoteliers can be good hosts
19:46: Pro tips on being an effective events professional
23:34: Prioritizing investments to be a compelling host venue
26:22: Touchpoints that matter most

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> How do you stand out in a world full of technology, endless content, and busy schedules? Hospitality is key, especially through events. Events offer a big opportunity for every hospitality provider.

In this episode, we're learning from Gianna Gaudini, a top event producer and strategist. She’ll share her journey in the events industry, the opportunities events bring, and how hoteliers can work effectively with event planners.

See Giana's book: The Art of Event Planning: Pro Tips from an Industry Insider

Chapters:
1:12: Gianna’s career journey in events
9:47: Why events are so important now
12:47: Important elements of powerful events
15:49: How hoteliers can be good hosts
19:46: Pro tips on being an effective events professional
23:34: Prioritizing investments to be a compelling host venue
26:22: Touchpoints that matter most

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/gianna-gaudini-events/ Josiah Mackenzie Buzzsprout-15125034 Fri, 24 May 2024 01:00:00 -0700 2090 full false How We Constantly Improve Through Feedback - Andy Chabot, Blackberry Farm How We Constantly Improve Through Feedback - Andy Chabot, Blackberry Farm Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine. Previously, Andy Chabot explained how they've achieved this, and then how they hire and train their teams. In this episode, Andy shares how they gather and incorporate feedback from both staff and guests to constantly improve.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine. Previously, Andy Chabot explained how they've achieved this, and then how they hire and train their teams. In this episode, Andy shares how they gather and incorporate feedback from both staff and guests to constantly improve.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/andy-chabot-blackberry-3/ Josiah Mackenzie Buzzsprout-15119623 Thu, 23 May 2024 01:00:00 -0700 687 full false Masterclass: How To Hire Great People, Faster - Adam Robinson, Hireology [Sponsor Bonus] Masterclass: How To Hire Great People, Faster - Adam Robinson, Hireology [Sponsor Bonus] This sponsored episode from Hireology is a masterclass on hiring from Adam Robinson, CEO of Hireology, who shares his extensive knowledge on hiring great people faster in hospitality.

Listeners will learn:

  • Market Insights: Understand the market trends affecting hiring in hospitality, including demographic shifts and the increasing demand for flexible work arrangements.
  • How to Create Effective Job Descriptions: Learn how to craft compelling job descriptions that highlight flexibility, career growth, and culture to attract quality candidates.
  • The Role of Employee Referrals: Understand why employee referrals are a top source for quality hires and how to effectively implement a referral program.
  • The Importance of Speed in Hiring: Discover why responding quickly to applications can significantly increase your chances of securing top talent.
  • How Technology Can Streamline Hiring: Hear how technology can automate and enhance various stages of the hiring process, making it more efficient and less time-consuming.

This episode will give you actionable strategies and insights to build a winning team and turn your hiring process into a competitive edge in today's challenging market. Whether you manage one hotel or hundreds, these tips are invaluable for anyone looking to improve their recruiting and hiring approach.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> This sponsored episode from Hireology is a masterclass on hiring from Adam Robinson, CEO of Hireology, who shares his extensive knowledge on hiring great people faster in hospitality.

Listeners will learn:

  • Market Insights: Understand the market trends affecting hiring in hospitality, including demographic shifts and the increasing demand for flexible work arrangements.
  • How to Create Effective Job Descriptions: Learn how to craft compelling job descriptions that highlight flexibility, career growth, and culture to attract quality candidates.
  • The Role of Employee Referrals: Understand why employee referrals are a top source for quality hires and how to effectively implement a referral program.
  • The Importance of Speed in Hiring: Discover why responding quickly to applications can significantly increase your chances of securing top talent.
  • How Technology Can Streamline Hiring: Hear how technology can automate and enhance various stages of the hiring process, making it more efficient and less time-consuming.

This episode will give you actionable strategies and insights to build a winning team and turn your hiring process into a competitive edge in today's challenging market. Whether you manage one hotel or hundreds, these tips are invaluable for anyone looking to improve their recruiting and hiring approach.

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/adam-robinson-hireology/ Josiah Mackenzie Buzzsprout-15103161 Wed, 22 May 2024 07:00:00 -0700 2030 full false How We Hire & Train The #1 Team in America - Andy Chabot, Blackberry Farm How We Hire & Train The #1 Team in America - Andy Chabot, Blackberry Farm Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine. In our last episode, Andy Chabot explained how they've achieved this. In this episode, Andy shares their approach to hiring, training, and developing their people. 

Listen now to learn about:

  • Recruiting The Right People: Explore how Blackberry Farm "casts a wide net" to engage potential employees and how it assesses cultural fit quickly and effectively.
  • Hiring and Training: Discover how Blackberry Farm prioritizes hiring good, genuine people and trains them to excel, regardless of their previous experience.
  • Career Development: Learn about the tiered training program that allows employees to progress at their own pace, fostering personal and professional growth.
  • Employee Engagement Strategies: Understand the changes implemented in 2009 that shifted the focus towards engaging their people and how they encourage both vertical and lateral movements within the company.

Whether you're a seasoned professional or new to the industry, this episode offers valuable lessons on creating a thriving workplace culture and delivering exceptional service.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine. In our last episode, Andy Chabot explained how they've achieved this. In this episode, Andy shares their approach to hiring, training, and developing their people. 

Listen now to learn about:

  • Recruiting The Right People: Explore how Blackberry Farm "casts a wide net" to engage potential employees and how it assesses cultural fit quickly and effectively.
  • Hiring and Training: Discover how Blackberry Farm prioritizes hiring good, genuine people and trains them to excel, regardless of their previous experience.
  • Career Development: Learn about the tiered training program that allows employees to progress at their own pace, fostering personal and professional growth.
  • Employee Engagement Strategies: Understand the changes implemented in 2009 that shifted the focus towards engaging their people and how they encourage both vertical and lateral movements within the company.

Whether you're a seasoned professional or new to the industry, this episode offers valuable lessons on creating a thriving workplace culture and delivering exceptional service.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/andy-chabot-blackberry-2/ Josiah Mackenzie Buzzsprout-15103406 Wed, 22 May 2024 01:00:00 -0700 1409 full false The Story Behind the #1 Hotel In America for Food & Drinks - Andy Chabot, Blackberry Farm The Story Behind the #1 Hotel In America for Food & Drinks - Andy Chabot, Blackberry Farm Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine, and in this episode - the first in an exclusive miniseries on this renowned Relais & Chateaux hotel in Tennessee - we're learning from Andy Chabot, who rose from a server at the property to its SVP of Food and Beverage.

What You'll Learn:

  • The Art of Hospitality: Understand what makes Blackberry Farm a standout destination in America and how Southern hospitality is woven into its fabric.
  • Culinary Excellence: Learn about the farm's ingredient-forward approach, how it emphasizes local produce, and the unique structure of having multiple executive chefs to diversify the culinary experience.
  • Innovative Beverage Programs: Explore how Blackberry Farm caters to its guests' sophisticated palates with a diverse and deep beverage selection.
  • Cultural and Community Engagement: Gain insight into how Blackberry Farm interacts with both the local and broader food and beverage community.
  • Leadership and Culture: Hear from Andy about his leadership style and the organizational culture at Blackberry Farm, focusing on long-term, generational decision-making.
  • Balance and Burnout Prevention: Learn how Andy and his teams manage work-life balance and prevent burnout in what could be a high-pressure environment.

Tune in to be inspired, informed, and invigorated by the magic of hospitality at Blackberry Farm.

If you enjoyed this, you may also enjoy part 1 and part 2 of Andy's interview with The Grape Nation. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine, and in this episode - the first in an exclusive miniseries on this renowned Relais & Chateaux hotel in Tennessee - we're learning from Andy Chabot, who rose from a server at the property to its SVP of Food and Beverage.

What You'll Learn:

  • The Art of Hospitality: Understand what makes Blackberry Farm a standout destination in America and how Southern hospitality is woven into its fabric.
  • Culinary Excellence: Learn about the farm's ingredient-forward approach, how it emphasizes local produce, and the unique structure of having multiple executive chefs to diversify the culinary experience.
  • Innovative Beverage Programs: Explore how Blackberry Farm caters to its guests' sophisticated palates with a diverse and deep beverage selection.
  • Cultural and Community Engagement: Gain insight into how Blackberry Farm interacts with both the local and broader food and beverage community.
  • Leadership and Culture: Hear from Andy about his leadership style and the organizational culture at Blackberry Farm, focusing on long-term, generational decision-making.
  • Balance and Burnout Prevention: Learn how Andy and his teams manage work-life balance and prevent burnout in what could be a high-pressure environment.

Tune in to be inspired, informed, and invigorated by the magic of hospitality at Blackberry Farm.

If you enjoyed this, you may also enjoy part 1 and part 2 of Andy's interview with The Grape Nation. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/andy-chabot-blackberry-1/ Josiah Mackenzie Buzzsprout-15103278 Tue, 21 May 2024 01:00:00 -0700 1995 full false Put People First: What I've Learned Stewarding a Top Workplace Culture - Pablo Brizi, Hilton Grand Vacations Put People First: What I've Learned Stewarding a Top Workplace Culture - Pablo Brizi, Hilton Grand Vacations Join us as we celebrate International Human Resources Day today by learning from Pablo Brizi, the Chief Human Resources Officer at Hilton Grand Vacations. Recently recognized as one of the best workplaces in America, Hilton Grand Vacations is at the forefront of creating exceptional workplace cultures. 

In this episode, Pablo shares his unique career journey from Argentina to the hospitality industry in the United States and how he stewards a workplace culture that values each team member.

Listeners will learn about:

  • Pablo's Career Journey: From aspirations in finance to becoming a leader in human resources, Pablo discusses his transition and the cultural adjustments in moving to the U.S.
  • The Importance of Workplace Happiness: Explore why creating a happy workplace is more crucial than ever and how it contributes to overall business success.
  • Tangible Benefits and Emotional Connections: Learn about Hilton Grand Vacations' strategies for ensuring team members' engagement and support, including innovative benefits and community involvement initiatives.
  • Defining and Measuring Culture: Insights into how Hilton Grand Vacations defines and maintains its strong company culture.
  • Integrating Culture in Mergers: Pablo provides valuable advice on managing company culture during mergers and acquisitions, a critical aspect for maintaining identity and morale during these significant organizational changes.

This episode is a must-listen for anyone interested in human resources, corporate culture, and leadership within the hospitality industry. Tune in to better understand what makes a top workplace tick and how to apply these lessons to your business or career path.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Join us as we celebrate International Human Resources Day today by learning from Pablo Brizi, the Chief Human Resources Officer at Hilton Grand Vacations. Recently recognized as one of the best workplaces in America, Hilton Grand Vacations is at the forefront of creating exceptional workplace cultures. 

In this episode, Pablo shares his unique career journey from Argentina to the hospitality industry in the United States and how he stewards a workplace culture that values each team member.

Listeners will learn about:

  • Pablo's Career Journey: From aspirations in finance to becoming a leader in human resources, Pablo discusses his transition and the cultural adjustments in moving to the U.S.
  • The Importance of Workplace Happiness: Explore why creating a happy workplace is more crucial than ever and how it contributes to overall business success.
  • Tangible Benefits and Emotional Connections: Learn about Hilton Grand Vacations' strategies for ensuring team members' engagement and support, including innovative benefits and community involvement initiatives.
  • Defining and Measuring Culture: Insights into how Hilton Grand Vacations defines and maintains its strong company culture.
  • Integrating Culture in Mergers: Pablo provides valuable advice on managing company culture during mergers and acquisitions, a critical aspect for maintaining identity and morale during these significant organizational changes.

This episode is a must-listen for anyone interested in human resources, corporate culture, and leadership within the hospitality industry. Tune in to better understand what makes a top workplace tick and how to apply these lessons to your business or career path.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/pablo-brizi/ Josiah Mackenzie Buzzsprout-15097195 Mon, 20 May 2024 01:00:00 -0700 1747 full false Manny Yekutiel: The Most Hospitable Person in San Francisco? Manny Yekutiel: The Most Hospitable Person in San Francisco? Today we're joined by Manny Yekutiel, the owner of Manny's, a cafe and civic event space in San Francisco's Mission District. 

In This Episode, You Will Learn:

  • The Concept Behind Manny's: Discover how Manny's serves as a multifunctional space combining a cafe, bookstore, restaurant, and a hub for political and civic engagement.
  • Community Building: Learn about the strategies Manny employs to create a welcoming and inclusive environment that acts as a living room for the neighborhood.
  • Event Programming: Gain insights into how Manny curates diverse programming that caters to various interests, ensuring there's something for everyone.
  • Civic Engagement Initiatives: Explore Manny's efforts beyond the cafe, including the Civic Joy Fund and Downtown First Thursdays, which aim to revitalize and add vibrancy to San Francisco's streets.
  • Business Philosophy: Understand the role of small businesses in community building and how Manny's approach can inspire others.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Today we're joined by Manny Yekutiel, the owner of Manny's, a cafe and civic event space in San Francisco's Mission District. 

In This Episode, You Will Learn:

  • The Concept Behind Manny's: Discover how Manny's serves as a multifunctional space combining a cafe, bookstore, restaurant, and a hub for political and civic engagement.
  • Community Building: Learn about the strategies Manny employs to create a welcoming and inclusive environment that acts as a living room for the neighborhood.
  • Event Programming: Gain insights into how Manny curates diverse programming that caters to various interests, ensuring there's something for everyone.
  • Civic Engagement Initiatives: Explore Manny's efforts beyond the cafe, including the Civic Joy Fund and Downtown First Thursdays, which aim to revitalize and add vibrancy to San Francisco's streets.
  • Business Philosophy: Understand the role of small businesses in community building and how Manny's approach can inspire others.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/manny-yekutiel/ Josiah Mackenzie Buzzsprout-15093462 Sun, 19 May 2024 01:00:00 -0700 1166 full false How We Give Back To Our Community by Empowering Youth - Karen Whitt, The Hartling Group How We Give Back To Our Community by Empowering Youth - Karen Whitt, The Hartling Group Karen Whitt is Vice-President Sales and Marketing at The Hartling Group, and in this episode, shares the ways her company is contributing to the community in Turks and Caicos through their mentoring programs aimed at empowering local youth.

Listeners will learn about:

  • The Hartling Group's Community Initiatives: Discover how the company integrates community service into their corporate philosophy, focusing on mentoring and motivating young individuals.
  • Empowerment Programs: Karen explains the structure and goals of these separate sessions, which are designed to instill confidence and provide a pathway to success in hospitality and beyond.
  • Engagement Beyond Hospitality: Learn how the company uses unique interests like car racing to teach valuable life skills and foster engagement.
  • Impact Stories: Hear about the tangible outcomes of these programs, including a success story of a student who received a scholarship to attend university.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Karen Whitt is Vice-President Sales and Marketing at The Hartling Group, and in this episode, shares the ways her company is contributing to the community in Turks and Caicos through their mentoring programs aimed at empowering local youth.

Listeners will learn about:

  • The Hartling Group's Community Initiatives: Discover how the company integrates community service into their corporate philosophy, focusing on mentoring and motivating young individuals.
  • Empowerment Programs: Karen explains the structure and goals of these separate sessions, which are designed to instill confidence and provide a pathway to success in hospitality and beyond.
  • Engagement Beyond Hospitality: Learn how the company uses unique interests like car racing to teach valuable life skills and foster engagement.
  • Impact Stories: Hear about the tangible outcomes of these programs, including a success story of a student who received a scholarship to attend university.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-15090739 Sat, 18 May 2024 07:00:00 -0700 570 full false Mastering Mentorship and Growth: Lessons from YPO's Global Leadership Community - Sabrina Cendral Mastering Mentorship and Growth: Lessons from YPO's Global Leadership Community - Sabrina Cendral In this episode, Sabrina Cendral, a hospitality advisor and the former Chief Marketing, Strategy, and Digital Experience Officer for YPO, shares her experience with mentorship and bringing leaders together to support each other.

Listen to our other episodes with Sabrina:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sabrina Cendral, a hospitality advisor and the former Chief Marketing, Strategy, and Digital Experience Officer for YPO, shares her experience with mentorship and bringing leaders together to support each other.

Listen to our other episodes with Sabrina:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sabrina-cendral-ypo/ Josiah Mackenzie Buzzsprout-15090734 Sat, 18 May 2024 01:00:00 -0700 711 full false Staying Consistently Creative and Relevant in Food & Beverage - Marc Lores Panades, Aethos Hotels Staying Consistently Creative and Relevant in Food & Beverage - Marc Lores Panades, Aethos Hotels In this episode, we learn from Marc Lores Panades, VP of Food & Beverage at Aethos Hotels. Listen to learn:

  • The wellness program Marc uses to stay at peak performance
  • The role of mentorship in professional development
  • Techniques for creating memorable guest experiences
  • How to develop innovative F&B concepts
  • Balancing traditional hospitality with modern trends
  • The importance of building strong relationships with local suppliers
  • Ways to engage with and support the local community
  • Strategies for minimizing food waste and promoting sustainability
  • The value of continuous staff training and development
  • Best practices for operational efficiency and staff communication

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we learn from Marc Lores Panades, VP of Food & Beverage at Aethos Hotels. Listen to learn:

  • The wellness program Marc uses to stay at peak performance
  • The role of mentorship in professional development
  • Techniques for creating memorable guest experiences
  • How to develop innovative F&B concepts
  • Balancing traditional hospitality with modern trends
  • The importance of building strong relationships with local suppliers
  • Ways to engage with and support the local community
  • Strategies for minimizing food waste and promoting sustainability
  • The value of continuous staff training and development
  • Best practices for operational efficiency and staff communication

Resources:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/marc-lores-panades/ Josiah Mackenzie Buzzsprout-15083935 Fri, 17 May 2024 01:00:00 -0700 2658 full false Research: What's Driving Guest Satisfaction (and Dissatisfaction) Today - Forrest Morgeson Research: What's Driving Guest Satisfaction (and Dissatisfaction) Today - Forrest Morgeson In this episode, we dive deep into guest satisfaction in today's landscape and how it's changing with Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the American Customer Satisfaction Index.

Listeners will learn about:

  • The latest findings from the American Customer Satisfaction Index (ACSI®) Travel Study 2023-2024.
  • How the lodging industry has rebounded post-pandemic, with specific examples from leading brands like Hilton and Marriott.
  • The impact of staffing levels, operational changes, and customer service improvements on guest satisfaction.
  • The role of technology in enhancing the guest experience, balanced with the irreplaceable value of human interaction.
  • Evolving guest expectations and how they are shaping the services provided by the hospitality industry.
  • The diverging experiences and satisfaction levels of business versus leisure travelers.
  • The emergence of Airbnb and its influence on the lodging business.

This episode is packed with actionable advice for lodging operators on improving guest satisfaction and building long-term loyalty. Whether you're an industry vet or new to the field, this discussion will give you insights to anticipate changes and innovate effectively in your hospitality business.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, we dive deep into guest satisfaction in today's landscape and how it's changing with Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the American Customer Satisfaction Index.

Listeners will learn about:

  • The latest findings from the American Customer Satisfaction Index (ACSI®) Travel Study 2023-2024.
  • How the lodging industry has rebounded post-pandemic, with specific examples from leading brands like Hilton and Marriott.
  • The impact of staffing levels, operational changes, and customer service improvements on guest satisfaction.
  • The role of technology in enhancing the guest experience, balanced with the irreplaceable value of human interaction.
  • Evolving guest expectations and how they are shaping the services provided by the hospitality industry.
  • The diverging experiences and satisfaction levels of business versus leisure travelers.
  • The emergence of Airbnb and its influence on the lodging business.

This episode is packed with actionable advice for lodging operators on improving guest satisfaction and building long-term loyalty. Whether you're an industry vet or new to the field, this discussion will give you insights to anticipate changes and innovate effectively in your hospitality business.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/forrest-morgeson-satisfaction/ Josiah Mackenzie Buzzsprout-15062242 Thu, 16 May 2024 01:00:00 -0700 1210 full false Marketing Reveals The Big Opportunity for Elevating The Hotel Guest Experience - Sabrina Cendral Marketing Reveals The Big Opportunity for Elevating The Hotel Guest Experience - Sabrina Cendral In this episode, Sabrina Cendral, a hospitality advisor, strategist, and former Senior Vice President of Marketing and Sales for Club Med in North America, challenges the notion that operations is the only important aspect of delivering a great guest experience and emphasizes the holistic nature of guest engagement.

Listeners will learn:

  • The Importance of Comprehensive Guest Engagement: Understand why engaging guests before, during, and after their stay is crucial for creating memorable experiences.
  • Insights from Club Med's Strategy: Sabrina shares how Club Med engages with guests at every stage of their journey, from the anticipation phase to post-stay, and how these strategies can be applied across the hospitality industry.
  • Collaboration Between Marketing and Operations: Discover the benefits of integrating marketing insights with operational execution to enhance guest satisfaction.
  • Experience Design and Innovation: Learn about the role of experience design in meeting and exceeding guest expectations, and how innovation can be sparked by understanding guest motivations and industry trends.
  • The Role of Data in Personalizing Experiences: Explore how data from guest interactions can be used to tailor experiences and make guests feel truly special.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Sabrina Cendral, a hospitality advisor, strategist, and former Senior Vice President of Marketing and Sales for Club Med in North America, challenges the notion that operations is the only important aspect of delivering a great guest experience and emphasizes the holistic nature of guest engagement.

Listeners will learn:

  • The Importance of Comprehensive Guest Engagement: Understand why engaging guests before, during, and after their stay is crucial for creating memorable experiences.
  • Insights from Club Med's Strategy: Sabrina shares how Club Med engages with guests at every stage of their journey, from the anticipation phase to post-stay, and how these strategies can be applied across the hospitality industry.
  • Collaboration Between Marketing and Operations: Discover the benefits of integrating marketing insights with operational execution to enhance guest satisfaction.
  • Experience Design and Innovation: Learn about the role of experience design in meeting and exceeding guest expectations, and how innovation can be sparked by understanding guest motivations and industry trends.
  • The Role of Data in Personalizing Experiences: Explore how data from guest interactions can be used to tailor experiences and make guests feel truly special.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sabrina-cendral-experience/ Josiah Mackenzie Buzzsprout-15062223 Wed, 15 May 2024 01:00:00 -0700 504 full false The Power of All-Inclusive Hospitality - Sabrina Cendral The Power of All-Inclusive Hospitality - Sabrina Cendral Sabrina Cendral is a hospitality advisor and strategist and the former senior vice president of marketing and sales for Club Med North America. In this episode, you'll discover the unique aspects that make all-inclusive resorts a preferred choice for guests seeking a hassle-free vacation experience. Sabrina shares her extensive knowledge of the operational complexities, the innovative strategies for enhancing guest experiences, and the profitability of the all-inclusive business model.

Listeners will learn:

  • The Guest Perspective: Understand why all-inclusive resorts resonate with guests, emphasizing freedom and the opportunity to try new activities without additional costs.
  • Business Insights: Explore why major hotel brands are increasingly investing in the all-inclusive segment and how they integrate these properties into their broader business strategies.
  • Operational Challenges: Gain insights into the specific challenges of running all-inclusive resorts, from managing food and beverage operations to providing family-oriented services and sports activities.
  • Innovative Revenue Strategies: Learn about the potential for generating ancillary revenue within an all-inclusive framework through upselling and offering enhanced experiences.
  • Future Opportunities: Sabrina discusses how all-inclusive resorts can adopt best practices from other sectors, such as cruise lines and airlines, to further enhance guest satisfaction and profitability.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Sabrina Cendral is a hospitality advisor and strategist and the former senior vice president of marketing and sales for Club Med North America. In this episode, you'll discover the unique aspects that make all-inclusive resorts a preferred choice for guests seeking a hassle-free vacation experience. Sabrina shares her extensive knowledge of the operational complexities, the innovative strategies for enhancing guest experiences, and the profitability of the all-inclusive business model.

Listeners will learn:

  • The Guest Perspective: Understand why all-inclusive resorts resonate with guests, emphasizing freedom and the opportunity to try new activities without additional costs.
  • Business Insights: Explore why major hotel brands are increasingly investing in the all-inclusive segment and how they integrate these properties into their broader business strategies.
  • Operational Challenges: Gain insights into the specific challenges of running all-inclusive resorts, from managing food and beverage operations to providing family-oriented services and sports activities.
  • Innovative Revenue Strategies: Learn about the potential for generating ancillary revenue within an all-inclusive framework through upselling and offering enhanced experiences.
  • Future Opportunities: Sabrina discusses how all-inclusive resorts can adopt best practices from other sectors, such as cruise lines and airlines, to further enhance guest satisfaction and profitability.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sabrina-cendral-all-inclusive/ Josiah Mackenzie Buzzsprout-15062209 Tue, 14 May 2024 01:00:00 -0700 669 full false Trapeze Talks: My Club Med Journey (With Insights For You) - Sabrina Cendral Trapeze Talks: My Club Med Journey (With Insights For You) - Sabrina Cendral Sabrina Cendral is a hospitality advisor and strategist and in this episode, shares her extensive experience with Club Med, where she ended up becoming the Senior Vice President of Marketing and Sales for the company's North American operations.

Listeners will learn:

  • The Benefits of All-Inclusive Hospitality: Discover how all-inclusive resorts like Club Med enhance the guest experience and provide significant benefits to team members.
  • Personal and Professional Growth Through Travel: Sabrina discusses how early travel experiences shaped her career and leadership in hospitality, emphasizing the role of diverse cultural interactions in personal development.
  • Career Development in Hospitality: Explore how all-inclusive resorts serve as a dynamic platform for career growth, offering employees opportunities to work in various roles and locations worldwide.
  • Operational Insights: Gain insights into the operational complexities and the magic behind creating memorable guest experiences in all-inclusive settings.
  • Cultural and Social Dynamics: Learn about the unique social and cultural interactions facilitated by Club Med's global staff and diverse guest mix, enhancing the overall travel experience.

Also see: Why Childhood Travel Makes Better Leaders (Forbes)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Sabrina Cendral is a hospitality advisor and strategist and in this episode, shares her extensive experience with Club Med, where she ended up becoming the Senior Vice President of Marketing and Sales for the company's North American operations.

Listeners will learn:

  • The Benefits of All-Inclusive Hospitality: Discover how all-inclusive resorts like Club Med enhance the guest experience and provide significant benefits to team members.
  • Personal and Professional Growth Through Travel: Sabrina discusses how early travel experiences shaped her career and leadership in hospitality, emphasizing the role of diverse cultural interactions in personal development.
  • Career Development in Hospitality: Explore how all-inclusive resorts serve as a dynamic platform for career growth, offering employees opportunities to work in various roles and locations worldwide.
  • Operational Insights: Gain insights into the operational complexities and the magic behind creating memorable guest experiences in all-inclusive settings.
  • Cultural and Social Dynamics: Learn about the unique social and cultural interactions facilitated by Club Med's global staff and diverse guest mix, enhancing the overall travel experience.

Also see: Why Childhood Travel Makes Better Leaders (Forbes)

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/sabrina-cendral-club-med/ Josiah Mackenzie Buzzsprout-15056592 Mon, 13 May 2024 01:00:00 -0700 860 full false Recruiting Live at a San Francisco Hospitality Careers Fair - Josiah Mackenzie [San Francisco Sundays] Recruiting Live at a San Francisco Hospitality Careers Fair - Josiah Mackenzie [San Francisco Sundays] Great hospitality leaders are always recruiting to hire the best people for their teams. In this episode, you'll join me as I visit a hospitality career fair in San Francisco - and hear from some of these hiring managers about what they are seeing and hearing and how they are making the case for working in the hospitality industry. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Great hospitality leaders are always recruiting to hire the best people for their teams. In this episode, you'll join me as I visit a hospitality career fair in San Francisco - and hear from some of these hiring managers about what they are seeing and hearing and how they are making the case for working in the hospitality industry. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/san-francisco-hospitality-jobs/ Josiah Mackenzie Buzzsprout-15056061 Sun, 12 May 2024 20:00:00 -0700 912 full false The Gen-Z Hospitality Investor: Brett Deas, The Hideaways The Gen-Z Hospitality Investor: Brett Deas, The Hideaways Brett Deas is a Partner at The Hideaways and has accomplished so much in so little time that I wanted to bring him on today to talk about everything from his journey from learning about investment to investing himself to what he's seeing in the hospitality market. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Brett Deas is a Partner at The Hideaways and has accomplished so much in so little time that I wanted to bring him on today to talk about everything from his journey from learning about investment to investing himself to what he's seeing in the hospitality market. 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/brett-deas/ Josiah Mackenzie Buzzsprout-15045807 Sun, 12 May 2024 01:00:00 -0700 1460 full false Better Sleep for All: How Hilton is Going All-In On Helping Travelers Rest and Recharge - Amanda Al-Masri, Hilton Better Sleep for All: How Hilton is Going All-In On Helping Travelers Rest and Recharge - Amanda Al-Masri, Hilton Hilton’s 2024 Trends Report found the No. 1 reason people of all generations want to travel this year is to rest and recharge. In this episode, Amanda Al-Masri, Global VP of Wellness at Hilton, shares how they are innovating to provide exceptional sleep experiences and an array of wellness offerings across the company's brands.

Listen now to learn about:

  • The Evolution of Wellness in Hospitality: Learn about the journey from fitness to spa and wellness in the hospitality sector and how Hilton integrates wellness into every aspect of its offerings.
  • Sleep as a Foundation of Wellness: Explore why sleep is crucial not just for individual health but also as a core offering in hospitality. Amanda discusses Hilton's strategies for ensuring guests have the best possible sleep experience.
  • Misconceptions About Sleep: Uncover common myths about sleep and practical advice for travelers to manage sleep disruptions effectively.
  • Innovative Partnerships and Initiatives: Hear about Hilton's collaborations with brands like Peloton and the introduction of wellness-focused room features across various properties.
  • The Future of Wellness at Hilton: Gain insights into the company's upcoming projects and how they plan to integrate wellness deeply into their guest experiences, including details on the new sleep retreats.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Hilton’s 2024 Trends Report found the No. 1 reason people of all generations want to travel this year is to rest and recharge. In this episode, Amanda Al-Masri, Global VP of Wellness at Hilton, shares how they are innovating to provide exceptional sleep experiences and an array of wellness offerings across the company's brands.

Listen now to learn about:

  • The Evolution of Wellness in Hospitality: Learn about the journey from fitness to spa and wellness in the hospitality sector and how Hilton integrates wellness into every aspect of its offerings.
  • Sleep as a Foundation of Wellness: Explore why sleep is crucial not just for individual health but also as a core offering in hospitality. Amanda discusses Hilton's strategies for ensuring guests have the best possible sleep experience.
  • Misconceptions About Sleep: Uncover common myths about sleep and practical advice for travelers to manage sleep disruptions effectively.
  • Innovative Partnerships and Initiatives: Hear about Hilton's collaborations with brands like Peloton and the introduction of wellness-focused room features across various properties.
  • The Future of Wellness at Hilton: Gain insights into the company's upcoming projects and how they plan to integrate wellness deeply into their guest experiences, including details on the new sleep retreats.


A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/amanda-al-masri-hilton-wellness/ Josiah Mackenzie Buzzsprout-15045718 Sat, 11 May 2024 01:00:00 -0700 1753 full false How "Being Our Own Guest" Enabled Us To Allow More Early Check-Ins (And Improve Guest Satisfaction 20%) - Roman Pedan, Kasa How "Being Our Own Guest" Enabled Us To Allow More Early Check-Ins (And Improve Guest Satisfaction 20%) - Roman Pedan, Kasa In this episode, Roman Pedan, the Founder and CEO of Kasa, shares the power of experiencing your hospitality services from a guest's perspective. Roman tells the story of staying at various Kasa properties and how this led to changes and improved guest satisfaction.

Listeners will learn about:

  • The Importance of Personal Experience: Learn why Roman believes in being a guest in his hotels and how this practice helps him identify and address subtle issues that might otherwise go unnoticed.
  • Impactful Changes: Discover the changes Roman and his teams implemented that resulted in a 20% improvement in guest satisfaction scores, demonstrating the impact of operating this way.
  • Data-Driven Decisions: Understand how Kasa uses data to enhance guest experiences, particularly around the challenges and solutions related to early check-ins.
  • Operational Adjustments: Roman discusses the operational tweaks and strategic decisions made to accommodate early check-in requests, which significantly increased approval rates and positively impacted guest reviews.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Roman Pedan, the Founder and CEO of Kasa, shares the power of experiencing your hospitality services from a guest's perspective. Roman tells the story of staying at various Kasa properties and how this led to changes and improved guest satisfaction.

Listeners will learn about:

  • The Importance of Personal Experience: Learn why Roman believes in being a guest in his hotels and how this practice helps him identify and address subtle issues that might otherwise go unnoticed.
  • Impactful Changes: Discover the changes Roman and his teams implemented that resulted in a 20% improvement in guest satisfaction scores, demonstrating the impact of operating this way.
  • Data-Driven Decisions: Understand how Kasa uses data to enhance guest experiences, particularly around the challenges and solutions related to early check-ins.
  • Operational Adjustments: Roman discusses the operational tweaks and strategic decisions made to accommodate early check-in requests, which significantly increased approval rates and positively impacted guest reviews.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/roman-pedan-kasa-checkins/ Josiah Mackenzie Buzzsprout-15029754 Fri, 10 May 2024 01:00:00 -0700 464 full false How We've Streamlined Housekeeping Tech & Teamwork - Roman Pedan, Kasa How We've Streamlined Housekeeping Tech & Teamwork - Roman Pedan, Kasa In this episode, Roman Pedan, the Founder and CEO of Kasa, explains how they optimize housekeeping across their portfolio of over 85+ properties. 

Listeners will learn about:

  • Cost-Cutting Strategies: How Kasa is reducing expenses in housekeeping without compromising on quality.
  • Technology Integration: Explore the 'Uber for housekeeping' model that includes scheduling, checklists, and feedback loops to maintain high standards.
  • Quality Assurance: The unique offsite QA process using photos and how it helps maintain consistency across properties.
  • Employee Incentivization: Understand how Kasa assigns scores to housekeepers and uses this to incentivize top performers.
  • Leadership and Culture: Gain insights into the importance of leadership participation in ground-level operations and how competitions and team activities help build empathy and team spirit.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Roman Pedan, the Founder and CEO of Kasa, explains how they optimize housekeeping across their portfolio of over 85+ properties. 

Listeners will learn about:

  • Cost-Cutting Strategies: How Kasa is reducing expenses in housekeeping without compromising on quality.
  • Technology Integration: Explore the 'Uber for housekeeping' model that includes scheduling, checklists, and feedback loops to maintain high standards.
  • Quality Assurance: The unique offsite QA process using photos and how it helps maintain consistency across properties.
  • Employee Incentivization: Understand how Kasa assigns scores to housekeepers and uses this to incentivize top performers.
  • Leadership and Culture: Gain insights into the importance of leadership participation in ground-level operations and how competitions and team activities help build empathy and team spirit.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/roman-pedan-kasa-housekeeping/ Josiah Mackenzie Buzzsprout-15029686 Thu, 09 May 2024 01:00:00 -0700 458 full false How We Cut Costs, Boost Margins in Tough Market Conditions - Roman Pedan, Kasa How We Cut Costs, Boost Margins in Tough Market Conditions - Roman Pedan, Kasa In this episode, Roman Pedan, the Founder and CEO of Kasa, explains the strategies that have allowed their hospitality business to thrive in challenging markets environments. Listeners will gain valuable insights into how Kasa has structured its operations to maintain high guest satisfaction while significantly reducing operational costs.

What You Will Learn:

  • Efficient Business Structures: Discover how Kasa has structured its company to optimize efficiency and thrive in tough markets or economic environments.
  • Cost Reduction Strategies: Learn about the specific methods Kasa uses to reduce fixed costs and overall operational expenses, particularly in cities with challenging regulatory landscapes and high costs.
  • Technology Integration: Explore how Kasa uses technology to streamline operations, from automating certain tasks to centralizing functions like revenue management and accounting.
  • Guest Satisfaction: Understand how Kasa maintains top guest satisfaction ratings and earns positive reviews despite a lighter service model.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Roman Pedan, the Founder and CEO of Kasa, explains the strategies that have allowed their hospitality business to thrive in challenging markets environments. Listeners will gain valuable insights into how Kasa has structured its operations to maintain high guest satisfaction while significantly reducing operational costs.

What You Will Learn:

  • Efficient Business Structures: Discover how Kasa has structured its company to optimize efficiency and thrive in tough markets or economic environments.
  • Cost Reduction Strategies: Learn about the specific methods Kasa uses to reduce fixed costs and overall operational expenses, particularly in cities with challenging regulatory landscapes and high costs.
  • Technology Integration: Explore how Kasa uses technology to streamline operations, from automating certain tasks to centralizing functions like revenue management and accounting.
  • Guest Satisfaction: Understand how Kasa maintains top guest satisfaction ratings and earns positive reviews despite a lighter service model.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/roman-pedan-kasa-costs/ Josiah Mackenzie Buzzsprout-15027447 Wed, 08 May 2024 01:00:00 -0700 523 full false How We Improve Service and Profits with AI - Roman Pedan, Kasa How We Improve Service and Profits with AI - Roman Pedan, Kasa In this episode, Roman Pedan, the Founder and CEO of Kasa, explains how the company uses cutting-edge artificial intelligence (AI) technology to improve the guest experience and drive operational efficiency.

Listeners will learn:

  • Operational Transformation: Understand the specific AI tools Kasa employs, including large language models, to streamline operations, from categorizing guest inquiries to prioritizing urgent requests.
  • Guest Experience Enhancement: Explore how AI contributes to improving the guest experience by providing quick and accurate responses to inquiries, improving overall satisfaction.
  • Behind-the-Scenes Insights: Gain insights into the challenges and successes of implementing AI in hospitality, including the importance of digital communication and structured data.
  • Future of AI in Hospitality: Roman shares his vision for the future of AI in hospitality, focusing on proactive guest service and personalized experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Roman Pedan, the Founder and CEO of Kasa, explains how the company uses cutting-edge artificial intelligence (AI) technology to improve the guest experience and drive operational efficiency.

Listeners will learn:

  • Operational Transformation: Understand the specific AI tools Kasa employs, including large language models, to streamline operations, from categorizing guest inquiries to prioritizing urgent requests.
  • Guest Experience Enhancement: Explore how AI contributes to improving the guest experience by providing quick and accurate responses to inquiries, improving overall satisfaction.
  • Behind-the-Scenes Insights: Gain insights into the challenges and successes of implementing AI in hospitality, including the importance of digital communication and structured data.
  • Future of AI in Hospitality: Roman shares his vision for the future of AI in hospitality, focusing on proactive guest service and personalized experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/roman-pedan-kasa-ai/ Josiah Mackenzie Buzzsprout-15013470 Tue, 07 May 2024 01:00:00 -0700 915 full false Question Everything If You Want To Stand Out (Our Story With Guest Communication Technology) - Roman Pedan, Kasa Question Everything If You Want To Stand Out (Our Story With Guest Communication Technology) - Roman Pedan, Kasa Roman Pedan is the Founder & CEO of Kasa, and in this episode shares how they challenge commonly accepted trends - including in hotel technology - to prioritize guest experience and operational efficiency. 

Listeners will learn:

  • The Role of Property Management: Understand the responsibilities of managing diverse properties and how to maximize profitability for property owners while enhancing guest satisfaction.
  • Balancing Technology and Guest Experience: Explore Kasa's strategic decision-making process in utilizing technology not as an end but as a means to solve real problems for guests and property owners.
  • Innovative Communication Solutions: Learn about Kasa's unique approach to guest communication through a web app and text messaging, avoiding the need for traditional apps, which can create barriers for first-time guests.
  • Building Long-Term Guest Relationships: Gain insights into how maintaining a consistent communication channel across all properties can foster familiarity and build lasting relationships with guests.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Roman Pedan is the Founder & CEO of Kasa, and in this episode shares how they challenge commonly accepted trends - including in hotel technology - to prioritize guest experience and operational efficiency. 

Listeners will learn:

  • The Role of Property Management: Understand the responsibilities of managing diverse properties and how to maximize profitability for property owners while enhancing guest satisfaction.
  • Balancing Technology and Guest Experience: Explore Kasa's strategic decision-making process in utilizing technology not as an end but as a means to solve real problems for guests and property owners.
  • Innovative Communication Solutions: Learn about Kasa's unique approach to guest communication through a web app and text messaging, avoiding the need for traditional apps, which can create barriers for first-time guests.
  • Building Long-Term Guest Relationships: Gain insights into how maintaining a consistent communication channel across all properties can foster familiarity and build lasting relationships with guests.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/roman-pedan-tech/ Josiah Mackenzie Buzzsprout-15009963 Mon, 06 May 2024 01:00:00 -0700 553 full false Building A More Efficient Hotel Operating Model - Roman Pedan, Kasa Building A More Efficient Hotel Operating Model - Roman Pedan, Kasa In this episode, Roman Pedan, the Founder & CEO of Kasa, explains how they are reshaping the hospitality landscape through an innovative approach to hotel management and operations.

You will learn:

  • The Genesis of Kasa: Hear from Roman about the market gaps and consumer dissatisfaction that led to the founding of Kasa. Understand the dual challenges of consumer expectations and operational inefficiencies that Kasa aims to address.
  • The Business Model: Explore Kasa's unique operational strategies to achieve impressive gross operating profit margins even in challenging markets like San Francisco and New York City. Learn about their approach to using technology and streamlined processes to enhance profitability and guest experience.
  • Impact on Local Communities: Roman discusses how Kasa's properties integrate into and enhance neighborhoods, turning them into vibrant hubs for guests and locals alike. Understand Kasa's mission to be a beloved brand not just by guests and property owners but also by the local communities.
  • Partnerships and Growth: Gain insights into how Kasa collaborates with major players like Airbnb, large institutions, and individual property owners to expand their footprint and redefine hospitality standards.
  • Challenges and Solutions in Property Transition: Learn from Kasa's experience taking over properties, the potential pitfalls, and their optimized process that ensures smooth transitions and continued operations without disruptions.
  • Future of Hospitality: Roman shares his vision for the future of Kasa and the broader hospitality industry, emphasizing the importance of adaptability, guest-centric experiences, and sustainable growth.

Whether you're a hotel owner, operator, or real estate developer, this episode offers valuable perspectives on the future of hospitality and how operations can be reinvented. Tune in to get inspired and learn how Kasa is setting new standards in hospitality today.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> In this episode, Roman Pedan, the Founder & CEO of Kasa, explains how they are reshaping the hospitality landscape through an innovative approach to hotel management and operations.

You will learn:

  • The Genesis of Kasa: Hear from Roman about the market gaps and consumer dissatisfaction that led to the founding of Kasa. Understand the dual challenges of consumer expectations and operational inefficiencies that Kasa aims to address.
  • The Business Model: Explore Kasa's unique operational strategies to achieve impressive gross operating profit margins even in challenging markets like San Francisco and New York City. Learn about their approach to using technology and streamlined processes to enhance profitability and guest experience.
  • Impact on Local Communities: Roman discusses how Kasa's properties integrate into and enhance neighborhoods, turning them into vibrant hubs for guests and locals alike. Understand Kasa's mission to be a beloved brand not just by guests and property owners but also by the local communities.
  • Partnerships and Growth: Gain insights into how Kasa collaborates with major players like Airbnb, large institutions, and individual property owners to expand their footprint and redefine hospitality standards.
  • Challenges and Solutions in Property Transition: Learn from Kasa's experience taking over properties, the potential pitfalls, and their optimized process that ensures smooth transitions and continued operations without disruptions.
  • Future of Hospitality: Roman shares his vision for the future of Kasa and the broader hospitality industry, emphasizing the importance of adaptability, guest-centric experiences, and sustainable growth.

Whether you're a hotel owner, operator, or real estate developer, this episode offers valuable perspectives on the future of hospitality and how operations can be reinvented. Tune in to get inspired and learn how Kasa is setting new standards in hospitality today.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/roman-pedan-kasa/ Josiah Mackenzie Buzzsprout-15008961 Sun, 05 May 2024 05:00:00 -0700 1063 full false Learning To Be A "Hall of Fame Host" - Roman Pedan, Kasa Learning To Be A "Hall of Fame Host" - Roman Pedan, Kasa Roman Pedan is the Founder & CEO of Kasa, one of the fastest-growing hotel operators in the industry. In an earlier conversation with Brandon Sedloff at Juniper Square, Roman shared his insights on the real estate opportunity he sees. In this episode, he shares the influences and mentors who have shaped his vision of hospitality. 

Listeners will gain a unique perspective on:

  • Being a "Hall of Fame Host": Learn what it takes to elevate guest experiences beyond the ordinary, inspired by hospitality veterans like Chip Conley and Danny Meyer.
  • Integrating High Tech with High Service: Discover how Kasa uses technology to enhance guest service, ensuring a seamless and personalized experience across their properties.
  • Guest Experience and Service Innovation: Roman discusses how Kasa addresses the basic and emotional needs of guests, setting new standards in hospitality.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Roman Pedan is the Founder & CEO of Kasa, one of the fastest-growing hotel operators in the industry. In an earlier conversation with Brandon Sedloff at Juniper Square, Roman shared his insights on the real estate opportunity he sees. In this episode, he shares the influences and mentors who have shaped his vision of hospitality. 

Listeners will gain a unique perspective on:

  • Being a "Hall of Fame Host": Learn what it takes to elevate guest experiences beyond the ordinary, inspired by hospitality veterans like Chip Conley and Danny Meyer.
  • Integrating High Tech with High Service: Discover how Kasa uses technology to enhance guest service, ensuring a seamless and personalized experience across their properties.
  • Guest Experience and Service Innovation: Roman discusses how Kasa addresses the basic and emotional needs of guests, setting new standards in hospitality.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/roman-pedan-hospitality/ Josiah Mackenzie Buzzsprout-15008942 Sun, 05 May 2024 01:00:00 -0700 624 full false Why McKinsey's Ryan Mann Sees So Much Potential in Hospitality Now Why McKinsey's Ryan Mann Sees So Much Potential in Hospitality Now Ryan Mann is a Partner at McKinsey & Company. In this episode, he shares his personal journey and professional insights that are shaping the industry.

Listeners will learn:

  • Ryan's Personal Inspiration: Discover how Ryan's love for hospitality was sparked by his grandmother's generosity and warmth, teaching him the importance of caring for others.
  • Professional Journey: Gain insights into Ryan's role at McKinsey where he leads the hospitality sector in North America, working with a diverse range of clients to achieve their ambitious goals.
  • Industry Trends and Changes: Ryan discusses the significant shifts in guest expectations and travel behaviors observed over the past few years, emphasizing the importance of delivering exceptional experiences.
  • Future of Hospitality: Explore Ryan's exciting vision for the industry, where he anticipates hospitality extending its influence into new domains such as residential living, experience platforms, and even healthcare.
  • Leadership and Innovation: Learn about the current mindset of industry leaders who are thinking bigger and bolder, driven by the renewed recognition of travel and hospitality's crucial role in global delight and connection.

If you liked this, listen to our other episode: How The World's Best Hotels Deliver Exceptional Service

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Ryan Mann is a Partner at McKinsey & Company. In this episode, he shares his personal journey and professional insights that are shaping the industry.

Listeners will learn:

  • Ryan's Personal Inspiration: Discover how Ryan's love for hospitality was sparked by his grandmother's generosity and warmth, teaching him the importance of caring for others.
  • Professional Journey: Gain insights into Ryan's role at McKinsey where he leads the hospitality sector in North America, working with a diverse range of clients to achieve their ambitious goals.
  • Industry Trends and Changes: Ryan discusses the significant shifts in guest expectations and travel behaviors observed over the past few years, emphasizing the importance of delivering exceptional experiences.
  • Future of Hospitality: Explore Ryan's exciting vision for the industry, where he anticipates hospitality extending its influence into new domains such as residential living, experience platforms, and even healthcare.
  • Leadership and Innovation: Learn about the current mindset of industry leaders who are thinking bigger and bolder, driven by the renewed recognition of travel and hospitality's crucial role in global delight and connection.

If you liked this, listen to our other episode: How The World's Best Hotels Deliver Exceptional Service

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Josiah Mackenzie Buzzsprout-14998791 Sat, 04 May 2024 01:00:00 -0700 436 full false “We Made Luxury Touchable”: How Hotel Nikko Goes Above and Beyond for Dogs and Their Humans - Anna Marie Presutti, Hotel Nikko San Francisco “We Made Luxury Touchable”: How Hotel Nikko Goes Above and Beyond for Dogs and Their Humans - Anna Marie Presutti, Hotel Nikko San Francisco Join us on this heartwarming episode of Hospitality Daily as we explore how Hotel Nikko San Francisco has redefined pet-friendly accommodations. Host Josiah McKenzie talks with Anna Marie Presutti about the innovative and compassionate initiatives that set Hotel Nikko apart. Listeners will learn about the hotel's unique amenities tailored for dogs and their owners, including custom dog beds, bowls, treats, and a specially designed dog run with breathtaking city views.

Discover how Hotel Nikko's partnership with Muttville, a senior dog rescue, not only enhances the guest experience but also significantly contributes to the community by supporting elderly dogs. Hear touching stories of the hotel's plush toys initiative, where proceeds help fund animal rescue efforts and their involvement in local charity events with figures like Buster Posey.

This episode is a must-listen for anyone interested in how creativity and compassion can transform a business model and make luxury accessible and enjoyable for pet lovers. Whether you're a hospitality professional or a pet enthusiast, you'll find inspiring insights on integrating philanthropy with business to create unforgettable experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Join us on this heartwarming episode of Hospitality Daily as we explore how Hotel Nikko San Francisco has redefined pet-friendly accommodations. Host Josiah McKenzie talks with Anna Marie Presutti about the innovative and compassionate initiatives that set Hotel Nikko apart. Listeners will learn about the hotel's unique amenities tailored for dogs and their owners, including custom dog beds, bowls, treats, and a specially designed dog run with breathtaking city views.

Discover how Hotel Nikko's partnership with Muttville, a senior dog rescue, not only enhances the guest experience but also significantly contributes to the community by supporting elderly dogs. Hear touching stories of the hotel's plush toys initiative, where proceeds help fund animal rescue efforts and their involvement in local charity events with figures like Buster Posey.

This episode is a must-listen for anyone interested in how creativity and compassion can transform a business model and make luxury accessible and enjoyable for pet lovers. Whether you're a hospitality professional or a pet enthusiast, you'll find inspiring insights on integrating philanthropy with business to create unforgettable experiences.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/anna-marie-presutti-dogs/ Josiah Mackenzie Buzzsprout-14998677 Fri, 03 May 2024 12:00:00 -0700 550 full false Offering Hope Through Hospitality: How We Worked with St. Giles Hotels to Create Opportunities for our Community - Greg Früchtenicht, Saira Hospitality Offering Hope Through Hospitality: How We Worked with St. Giles Hotels to Create Opportunities for our Community - Greg Früchtenicht, Saira Hospitality Greg Früchtenicht is the Chief Operating Officer at Saira Hospitality, and in this episode, he shares the origin and implementation of a transformative program with St. Giles Hotels in London that not only provides shelter to people experiencing homelessness but also empowers them with crucial hospitality career skills that create opportunities for them.

You may also enjoy: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Greg Früchtenicht is the Chief Operating Officer at Saira Hospitality, and in this episode, he shares the origin and implementation of a transformative program with St. Giles Hotels in London that not only provides shelter to people experiencing homelessness but also empowers them with crucial hospitality career skills that create opportunities for them.

You may also enjoy: 

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> https://podcast.hospitalitydaily.com/st-giles-saira-hospitality/ Josiah Mackenzie Buzzsprout-14998640 Thu, 02 May 2024 23:00:00 -0700 943 full false How The World's Best Hotels Deliver Exceptional Service - Ryan Mann, McKinsey & Company How The World's Best Hotels Deliver Exceptional Service - Ryan Mann, McKinsey & Company Ryan Mann is a Partner at McKinsey & Company and shares insights from their latest research article, "How the world’s best hotels deliver exceptional customer experience." 

Listeners will gain insights on:

  • The Importance of Leadership: Understand what makes a great GM and how their leadership can significantly impact hotel performance.
  • Cultivating a Culture of Excellence: Learn strategies to anticipate guest needs, exceed expectations, and create memorable experiences.
  • Role of Technology in Hospitality: Explore misconceptions about technology in hospitality and how it can enhance, not replace, the human touch.
  • Innovative Hiring Practices: Discover unique hiring techniques that help identify employees who will excel in customer service.
  • Empathy and Guest Experience: Find out why empathy is crucial in understanding and meeting guest expectations.
  • Employee Empowerment and Recognition: Learn about effective recognition and reward programs that motivate staff and enhance service delivery.
  • Balancing Cost and Quality: Understand strategies for managing costs without compromising the guest experience.
  • Reinvention and Innovation: Get tips on continuously reinventing the guest experience to stay relevant and appealing.

This episode offers valuable strategies and insights to help you excel in your role and elevate your property's service standards. Tune in to reconnect with your passion for hospitality and get inspired to take your guest experience to the next level.

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

]]> Ryan Mann is a Partner at McKinsey & Company and shares insights from their latest research article, "How the world’s best hotels deliver exceptional customer experience." 

Listeners will gain insights on:

  • The Importance of Leadership: Understand what makes a great GM and how their leadership can significantly impact hotel performance.
  • Cultivating a Culture of Excellence: Learn strategies to anticipate guest needs, exceed expectations, and create memorable experiences.
  • Role of Technology in Hospitality: Explore misconceptions about technology in hospitality and how it can enhance, not replace, the human touch.
  • Innovative Hiring Practices: Discover unique hiring techniques that help identify employees who will excel in customer service.
  • Empathy and Guest Experience: Find out why empathy is crucial in understanding and meeting guest expectations.
  • Employee Empowerment and Recognition: Learn about effective recognition and reward programs that motivate staff and enhance service delivery.
  • Balancing Cost and Quality: Understand strategies for managing costs without compromising the guest experience.
  • Reinvention and Innovation: Get tips on continuously reinventing the guest experience to stay relevant and appealing.

This epi