Guest Experience Episodes

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 deepl...

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 hospital...

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're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionabl...

In this episode, Shamim Ehsani, co-founder of Tribe Hotel in Nairobi, shares why belonging and generosity will become hospitality’s greatest competitive advantages in an increasingly AI-driven world. Shamim discusses how deepening authentic connections with local culture, prioritizing genuine guest engagement over short-term revenue, and fostering a spirit of radical generosity enable hotels to thrive amidst rapid technological change. More with Shamim: Breaking the Colonial Mold: How Kenya's ...

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. A few more resources: If you're new to Hospitality Daily, st...

In this episode, Josiah Mackenzie shares a lesson from his experience at the Magnolia Hotel Denver. Also see: The Innkeeper Mindset - Tom Luersen, CoralTree HospitalityBalancing Fun with Attention to Detail: What I Learned from Steve Bartolin at The Broadmoor - Tom Luersen, CoralTree Hospitality A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insi...

In this episode, Danica Smith , founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen , CEO of Beaumier , about opportunities for providing "soulful hospitality" today. Recommended next episode: Strategy Meets Soul: Leading with Both Sides of the Brain A few more resources: If you're new to Hospitality Daily, start here . You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and acti...

In this episode, Danica Smith , founder of Morningstar GX and our guest experience correspondent, interviews Billy Skelli-Cohen , CEO of Beaumier , about opportunities in guest experience today. Recommended next episode: Strategy Meets Soul: Leading with Both Sides of the Brain A few more resources: If you're new to Hospitality Daily, start here . You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from ...

In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares lessons every hospitality provider can learn from White Lotus. Also see: Official White Lotus Podcast on Apple Podcasts and Spotify Story-Driven Hospitality - Samantha Hardcastle These Slovenian River Guides Showed Me "Experience" Doesn't Have to Cost Anything - Samantha Hardcastle The Two Chemicals Behind The Best Hospitality Experiences - Samantha Hardcastle A few more resources: If ...

In this episode, Vance Morris, a former Disney leader and founder of Deliver Service Now, shares how hospitality businesses can create extraordinary guest experiences—and significantly increase revenue—by implementing the proven systems behind Disney’s magic. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode deliver...

In this episode, Eva Klausner, Director of Guest Experience at Numa, shares her thoughts on the future of guest experience. This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here...

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: ...

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. This episode is brought to you with support from Sojern, the leading marketing platform built for hotels. With their fully managed email solution, hoteliers can re-engage past guests, drive direct bookings, and keep more revenue in their pocket through Sojern’s transpare...

In this episode, Eva Klausner, Director of Guest Experience at Numa, shares how Numa reimagined hospitality by eliminating the traditional front desk and delighting guests with a digital-first approach. This episode is hosted by our guest experience correspondent, Danica Smith, founder of MorningStar GX. Listen to our other episodes together here: Beyond Buzzwords: The Truth About Guest Experience Guest Experience Tech: What I Learned Building, Selling, and Using It From Micro Feedback to Macr...

In this episode, Abdul Baaghil, co-founder of Harvest Cotton Tail, shares what he's learned about authenticity in hospitality. This episode is brought to you with support from Sojern, the leading marketing platform built for hotels. With their fully managed email solution, hoteliers can re-engage past guests, drive direct bookings, and keep more revenue in their pocket through Sojern’s transparent pay-for-performance commission model. Learn more at Sojern.com. A few more resources: If you're ...

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 This episode is brought to you with support from Sojern, the leading marketing platform built for hotels. With their fully managed email solution, hoteliers can re-engage past guests, drive direct bookings, and keep more revenue in their pocket through Sojern’s transparent pay-for-perf...

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 Cur...

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

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

In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares what he learned working at Land Rover that we can all learn from. Also see: Service is a Privilege: The Mindset of Hospitality Success - Marc Schwarz The Culture Code: What Made Ian Schrager’s Hotels Different - Marc Schwarz From Ferraris to Fine Art: Crafting Joy Through Design - Lily Ackerman A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, co...

In this episode, Marc Schwarz, Director of Service at Thrive Hospitality, shares his experiences working with the legendary hotelier Ian Schrager and the unique culture at Morgan's Hotel Group. Also see: Service is a Privilege: The Mindset of Hospitality Success - Marc Schwarz Creating Alchemy with Ian Schrager (And How Hospitality Needs to Change) - Ben Pundole, PUBLIC Hotels Working with Ian Schrager: The Iconic Studio 54 Founder's Approach to Hospitality Today - Adam Wallace A few more reso...

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) Rol...

In this episode, citizenM co-founder Michael Levie shares insights into the innovative strategies and operating approach that has driven the company's success. If you liked this, you may also like these episodes: The citizenM Founding Story (And What It Teaches Us Today) The Moments That Made Me: citizenM's Michael Levie Shares His Story This episode is brought to you with support from Shiji Group, the global hospitality technology leader that helps hotels streamline operations and transfo...

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) Send Josiah a text Take the Artificial Intelligence in Hospitality survey now to understand ho...