Leadership Episodes

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 enoug...

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 ...

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 ...

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. ...

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...

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 Crai...

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 comple...

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 consta...

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 philoso...

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 clar...

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 trul...

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...

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 ...

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” app...

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'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 fr...

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: Hospitality as an Engine for Generosity: How Humanitarian Hotels Operates with Excellence & Gives Away 100% of Profits Called to Use Your Gifts for Good (podcast w/ Fr. Mike Schmitz) A few more resources: If you're new to Hospitality D...

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're new to Hospitality Daily, start here. You can send me a message he...

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'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, 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 ...

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,...

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-c...

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 cul...

Chris Gilbert , CEO of Springfield Township in Hamilton County, Ohio, and founder of Municipal Hospitality Advisors , shares how he's pioneering the application of hospitality principles within local government. Chris shares the personal inspiration behind his transformative approach: a memorable dining experience that sparked his commitment to delivering meaningful moments in civic service. Listeners will gain insights into how hospitality can enhance collaboration, build deeper community trust...

In this episode, Ryan Bukstein shares what he's learned about the power of mentorship: both being mentored and mentoring others.