Guest Experience Episodes

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 expectation...

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 s...

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 ...

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 Lea...

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 mark...

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 ...

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, Saa...

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...

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 incorporate...

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 Tyl...

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) ...

Jennifer Krapp is the head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares her insights on what makes great hospitality and why it's so important. Listeners will learn: What doesn't make great hospitality (00:48) Why hospitality is attention (01:10) Why hospitality is so important (02:06) A few more resources: If you're new to Hospitality Daily, start here. Y...

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 employ...

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 ...

In this solo episode, I share my experiences and observations from my recent vacation in Paris, focusing on small things hotels can do to help guests immerse themselves in their location and enhance their satisfaction. Listeners will learn: How music can help guests connect with a place and feel like they're there (01:58) (Check out my conversation with Clay Bassford: How To Use Music To Elevate Your Guest Experience, and his playlist with Influence Society here. Their work is an investme...

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 qu...

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 creat...

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)...

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 cul...

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 experienc...

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the process she used to tackle hard problems in hospitality as Vice President of Operational Innovation at Starwood Hotels - an approach that you can use as well. Enjoyed this? Listen to more episodes with Robyn here. This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships New to Hospitali...

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. New to Hospitality Daily? Start here. Want to get my summary and actio...

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 exp...

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. ...