Leadership Episodes

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 cr...

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:...

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 ri...

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' perso...

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 hav...

In this episode, Horst Schulze, co-founder of The Ritz-Carlton, 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 respe...

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 t...

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...

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...

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. 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 Hospitality Daily? Start here. Want to get my summary and actionable insight...

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. ...

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 posit...

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 pe...

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 ...

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) Th...

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...

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 ...

Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco, and in this episode explains a misconception she used to have about what the role of a hotel general manager entailed - and how the opportunity may be bigger than you think. Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco, and in this episode shares advice she received early in her career that has served her well and how she leads the culture she does at her hotel. Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, we're joined by Bob Gilbert, the President and CEO of HSMAI, who shares his thoughts on one of the key trends covered in HSMAI's 2023 -2024 HSMAI State of Talent Report: leading a multigenerational workforce well. Listeners will learn about: Effective Leadership: Strategies for leading a workforce that includes Baby Boomers, Gen X, Millennials, and Gen Z. Leveraging Experience: How to tap into the wisdom and expertise of older workers, particularly those aged 65 and above. G...

Jennifer Curtin is the General Manager of The Beatrice hotel in Providence, Rhode Island. Discover the innovative strategies and thoughtful leadership that propelled The Beatrice to the top of TripAdvisor's rankings for Providence and earned it a spot among the best hotels in the Northeast, according to Condé Nast Traveler. Listeners will learn about: The importance of prioritizing team care to enhance guest experiences. Jennifer's unique approach to hiring and nurturing talent within ...

In this episode, we learn from Terri Haack, Senior Vice President at Lowe, former President of the Terranea Resort, and a trailblazer in the hospitality industry. Terri's career has been marked by resilience, strategic leadership, and a deep commitment to community and service. Her insights are a masterclass in leadership. Listeners will learn about: Authentic Leadership: Discover the importance of staying true to oneself and the impact of authenticity on leadership effectiveness. Serv...

In this episode, Chris Silcock, President of Global Brands and Commercial Services at Hilton, shares what he has learned in his journey to overseeing Hilton's 22 brands and the company's pivotal commercial functions, including customer engagement, technology, sales, marketing, and revenue management. Listen now to hear about: Career Progression: How Chris's diverse roles within the hospitality industry, from waiter to president, equipped him with the necessary skills and understanding to ...

In this episode, Jason E. Brooks, a seasoned hospitality leader, discusses his latest book, "Every Leader Needs Followers." Jason shares his motivation for writing the book, dives deep into the challenges faced by hospitality leaders today, and presents solutions that you can use today. Listeners will learn about: The importance of maintaining your individuality while embracing leadership roles in hospitality. Balancing personal success with team success and the commitment required to achieve...