Guest Experience Episodes

Susie Arnett is the Director of Wellness Programming at Six Senses Hotels, Resorts & Spas, and in this episode talks through concepts she outlined in her article "Ways to Cultivate Psychological Ownership in Your Guests," sharing how to make guests not just like, but truly love their stay. Listeners will learn: The Unlikely Strategy for Guest Engagement: Discover how adding an element of effort and co-creation can create a stronger bond between guests and their experiences. Personalization and...

In this episode, we visit Blair Foster, General Manager of The Inn at Newport Ranch, to explore the deep connection between hospitality and the land, uncovering the story of a place where every aspect of the guest experience is crafted to highlight the natural beauty and history of its surroundings. Listeners will learn: The vision and passion of the 96-year-old owner of the ranch and his unique approach to land stewardship. The challenges and opportunities of running a hospitality bus...

In this episode, we're joined by Tiffiany Holmes, resort director at Hawks Cay Resort in the Florida Keys, who shares their innovative strategies for keeping a long-standing resort fresh and appealing to today's travelers. Listeners will learn about: The Vacay Pup Program: Discover how Hawks Cay Resort transformed into a pet-friendly destination, going beyond just allowing pets to creating a comprehensive experience for four-legged guests, including a "pup planner" and pet-friendly amenit...

In this episode, Equinox Hotels CEO Chris Norton talks about the timeless aspects of hospitality, and how it might look for you. Do you want your teams to make better decisions and free them up to provide the best hospitality? You should meet Otelier - the software behind every great host. Otelier brings together the best features and functionality from MDO, Datavision, inTouch, HelloGM, Focal Revenue Solutions, and Broadvine to deliver a unified platform that meets the evolving needs of toda...

In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels, Resorts & Spas, shares what she learned from unboxing an iPhone that can guide the way you design moments that delight your guests. Article: Unboxing the Hotel Room Listen to our other episode with Susie: From MTV Producer to Leading Wellness Programming: Lessons and Observations for Hospitality Listen to more episodes on guest experience design What did you think about this episode? Join the Hospitali...

It seems like everyone talks about experiential hospitality. So, how do we know where the opportunity lies and how we can authentically provide experiences that transform the lives of our guests and those we work with? To answer that question, we're going to learn today from Michelle Oliver, the founder and CEO of Expitality and the author of Grace & the Art of Experiential Hospitality. In this episode, we talk about how hospitality providers can think about this personally and within their bu...

This episode is sponsored by Sojern - the #1 marketing platform for hospitality What could it look like to use history to ground your hospitality business in a sense of place, shape the culture of your teams, and make your guests and neighbors feel more connected to your hotel? I can't think of someone better suited to show us what this can look like than Cynthia Leonard, the historian at The Broadmoor in Colorado Springs, Colorado - one of America's most iconic grand resorts. In this episode, ...

For so many people, spas, wellness amenities, retail outlets, and shopping are a big part of the fun of staying at a hotel or resort - so are you making the most of these as a hospitality provider? Amy Mullins is Vice President of Retail & Spa for KSL Resorts, and in this episode, you'll hear the opportunities she sees for showing hospitality through attentive service, the power of selling things that delight your guests and enhance your brand, trends she sees in spa and wellness - and her uncon...

This episode is brought to you with support from Ecodrive - which is helping hospitality companies cut housekeeping costs. How can hotels redefine the next era of hospitality while remaining true to their core values of elegance, exclusivity, and emotional engagement? In this insightful conversation with Maud Bailly, CEO of Accor's Sofitel, MGallery & Emblems brands, we delve into the evolving landscape of luxury hospitality, exploring the importance of personalized guest experiences, the strate...

Yesterday, we heard Terranea Resort President Ralph Grippo talk about how they monetize every square foot of their property through programming, activities, and events. It's also what makes this property so special as a guest - something I felt as they hosted me last week. In this episode, you're going to hear more about what they're doing and how they're doing it from their Resort Activities Operations Manager, Henry Cox. This episode is brought to you with support from Sojern. I teamed up w...

Ben Pundole, a long-time collaborator with Ian Schrager, currently serves as the Executive Vice President of Brand, Culture, and Experience at PUBLIC Hotels. In this episode, you'll hear the insights Ben learned from Ian on delivering remarkable hospitality, and how this has evolved over time. Follow Ben on Instagram Visit A Hotel Life Let's connect! Engage with the Hospitality Daily community on LinkedIn Join The Huddle - Hospitality Daily's private membership community Send me a me...

Bill Kimpton is widely credited with pioneering the concept of the boutique hotel in the United States, and our guest today, Jorge Treviño, opened 44 hotels and 53 restaurants for him at Kimpton Hotels. In this episode, you'll hear what Jorge learned through this process about creating lifestyle hotels and providing exceptional hospitality in a fresh way that remains more relevant today than ever. Let's connect! Engage with the Hospitality Daily community on LinkedIn Join The Huddle - Ho...

Join us as we dive into the world of hybrid hospitality with Ryan Killeen, the Chief Operations Officer at the Annex Hotel in Toronto. With a rich background that includes roles at Airbnb and Sonder, Ryan brings a wealth of knowledge to the table, discussing the future of hospitality that marries the comfort of short-term rentals with the luxury of hotels. In this episode, listeners will learn about: The evolution of short-term rentals and hotels into a new, hybrid model. Ryan's journe...

How can we define quality and excellence in hospitality so that we can measure it and get better? I can't think of someone better qualified to answer this question than Stuart Greif, Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide - the only independent, global rating system for luxury hotels, restaurants, and spas. In this episode, you'll learn how they approach the challenging problem of rating diverse hotels worldwide, the surprising methodology they use - and Stuart...

How can you use music to elevate your guest experience and set your brand apart? I can't think of someone better suited to answer that question than our guest today, Clay Bassford, founder of Bespoke Sound. Clay and his team created the new sonic identity for Hospitality Daily that you hear on this show now, and he's helped countless other leading hospitality providers use music and sound to differentiate their brands and delight their guests. In this episode, you'll get a behind-the-scenes lo...

In this episode, Michelle Jensen Session discusses the importance of inclusive hospitality, starting with breakfast. She shares her experiences growing up in a multicultural family and how it shaped her perspective today. She emphasizes the need for hoteliers to understand and cater to their guests' diverse backgrounds and preferences to create meaningful, welcoming experiences. Links: Follow Michelle on LinkedIn Learn more about Aquarius Hospitality Solutions Follow Aquarius Hospitality So...

Today, we're learning from Bill Walshe, the former CEO of Viceroy Hotel Group, who today is helping others in hospitality as a board member, strategic advisor, and keynote speaker. In this episode, you'll learn about the word that defines luxury and hospitality for people today...and the three factors that will affect the success of any hospitality experience today. Follow Bill on LinkedIn Visit Bill's website Watch Bill's Ted talk: A Roadmap of Pride Join in the conversation on this episode on...

A new opening sets the tone for a hotel's success for years to come - so what does it take to do it right? I can't think of someone better to answer this question than Jorge Treviño, who, in his first role dedicated to this, opened up 44 hotels for Kimpton - before opening countless others as executive vice president at Two Roads Hospitality, and his most recent role as Senior Vice President of Openings and Operations for Hyatt. In this episode, we cover everything from what's at stake during ...

How can you turn your hotel into a community hub that drives business from both locals and people visiting your city? In this episode, you'll hear from Margaret Lefton, Creative Director at Yours Truly, a hotel in Washington, DC, about the practical ways they did this. Follow Yours Truly on Instagram Follow Margaret on LinkedIn Listen to our other episode with Margaret: How I Stay Creative And Fight Burnout Join in the conversation on this episode on the Hospitality Daily LinkedIn page her...

In this episode, we learn from Michelle Duffy, the general manager of the Best Western Novato Oaks Inn. Michelle shares her secrets to winning the prestigious M.K. Guertin Award 14 years in a row, making her hotel the only Best Western out of over 2,000 to achieve this feat. Learn how Michelle's strategies and dedication have led to exceptional guest satisfaction ratings, employee retention, and business success. Follow Michelle on LinkedIn Learn more about Best Western Novato Oaks Inn Lear...

Are you looking to exceed your guests' expectations and create unforgettable experiences through hospitality? What if you could do this in a way that not only improves the lives of the people you’re serving but makes your own life better and creates opportunities for you and those working with you? If you want to know the answers to these questions, stick around, because today we’re getting a masterclass from Josh Liebman on what he calls “The Hospitality Mentality” - which is also the name of ...

In this episode, we hear from Jen Barnwell, President at Curator Hotel and Resort Collection, about why and how they did a big reposition and relaunch of their website to lead with experiences. We cover: Jen's journey to independent hospitality [0:56] Why double down on experiences? [3:11] Challenges hotels face in providing experiences [5:25] The opportunity to reframe the travel buying process [8:39] How they decided what to offer [12:43] What data points Jen and her team a...

Victoria Taylor is an experience consultant and designer who works with hospitality, luxury, travel, and entertainment brands to become what she calls "The Only.” In this episode, you’ll learn what she means by that … as well as lessons she learned from working with Lamborghini and other luxury clients that any of us can use in how we provide hospitality. Follow Victoria on LinkedIn Visit Victoria's website Join the conversation on today's episode on the Hospitality Daily LinkedIn page. Ho...

Sherry Villanueva is the Founder and Managing Partner of Acme Hospitality, which has three historic hotel properties – two in California’s Gold Country and one in Palm Springs. In this episode, you'll learn about the opportunity with historic properties, how to learn the history of a place, and how to re-interpret properties to be both authentic and timeless. If you liked this episode, check out our other episode with Sherry: How We Created An Award-Winning Collection of Restaurants from Scratc...