Operations Episodes

In this episode, Valerie Ferguson , the former chair of the American Hotel and Lodging Association, shares why operations is the single function that defines your brand and determines whether guests come back. She explains how cleanliness, safety, and emotional connection form the foundation every brand depends on, and why she always hired for empathy over experience. Valerie also reveals how involving housekeepers and frontline staff in service design led to consistently higher guest satisfacti...

In this special bonus episode, we break down Actabl's Q3 2025 Hotel Labor Benchmarking Data and explore what it means for hotel operators planning for 2026. Sarah McCay Tams, Head of Research and Editorial for HotelData.com, walks through the major trends shaping wages, overtime, headcount, and productivity across U.S. hotels. She’s joined by experienced operators Shanell Marinuzzi and Peter Kilbourne, who share practical insights on staffing models, forecasting accuracy, cross-training, and ...

Matthew Bell, Managing Director at Mollie's, shares the foundational ideas that shape his approach to building modern hospitality brands in this conversation with our guest experience correspondent, Danica Smith -- from applying critical thinking and experimentation to empowering frontline teams through an inverted-pyramid culture. Drawing on formative experiences and a decade leading operations at citizenM, he explains how assumptions are tested, how failure becomes learning, and why clarity...

In this solo episode, Josiah shares why 2025 became the “Year of the Operator,” drawing on newly released hotel performance data and trends seen across the industry. He breaks down how top operators protected profitability despite softer-than-expected top-line performance and why operational excellence is emerging as the defining advantage heading into 2026. Josiah also explores the broader “virtuous cycle” that great operators create—connecting teams, guests, and financial performance—and invit...

In this special bonus episode, we share a recent Actabl webinar where Head of Editorial Sarah McCay Tams and Senior Vice President Lindsey Goedeker unpack the real story behind 2025 hotel performance. >> Access the slides with data from this presentation here << Drawing on data from thousands of U.S. properties, they reveal how operators protected profit despite a 15% revenue shortfall, and why agile labor management became the story of the year. Lindsey also shares what this means for 2026 plan...

In this episode, Steven Moore , CEO of Actabl , shares insights from his recent presentation at The Lodging Conference on how hotel owners and operators are finding wins in a challenging market. He explains how owners and operators are protecting profitability by focusing on the two biggest drivers of performance today: labor and culture. Steven discusses why labor represents the most powerful lever in hotel profitability, sharing data-backed examples of both success and failure, and explores ho...

In this episode, Andrew Arthurs , President and Chief Operating Officer at Actabl , and former CIO for some of the world’s largest hotel management companies, shares how AI and smart data use are elevating the associate experience in hospitality. He explains why digitizing manual workflows isn’t just about efficiency but about empowering teams and improving operations. You’ll hear his perspective on where to start, how to approach data strategy, and why the best tech initiatives begin with under...

In this episode, Andrew Arthurs , President and COO of Actabl , joins us to discuss one of hospitality’s biggest challenges: managing labor costs. Drawing on his experience leading at the largest hotel management companies and his recent articles in Hotel Management, Andrew shares how top hotel operators are enhancing labor efficiency through cross-functional collaboration and data-driven decision-making. Read Andrew's articles: Hotel's talent crisis is getting worse: How empathy can help Labor ...

A year ago, Brett and Casey McManus went viral for transforming a rundown Vermont roadside motel into a thriving new hospitality concept: Après Inn in Killington, Vermont. In this follow-up conversation, Brett reflects on what he’s learned as a first-time innkeeper: the highs and lows of running a seasonal business, what technology actually enables, and why guest conversations drive reviews and revenue. He also shares lessons from expanding to a second property, the efficiencies that come with s...

In this episode, Sarah Dinger, the first employee and now Executive Vice President of Franchise Operations at My Place Hotels , shares how operational culture and empowering frontline associates have driven the rapid growth and success of their brand. Also see: How Sarah Dinger Helped Build My Place Hotels As Employee #1 How We Built an Extended-Stay Hotel Empire from the Ground Up (Ryan Rivett, My Place Hotels ) A few more resources: If you're new to Hospitality Daily, start here . You can send...

In this episode, Kathy Sue McGuire , President and CEO of Sustainable Hospitality Solutions , shares insights on how sustainability can be a smart business strategy for hotels, helping them cut costs, grow revenue, and engage their teams. (00:00) Introduction to Kathy Sue McGuire (01:18) Kathy's journey into sustainability (03:21) Current challenges in the hotel industry (04:31) Case study: Saving on trash bags (05:44) Case study: Switching to toiletries dispensers (07:10) Kathy's early experien...

In this episode, Adele Gutman , the former head of sales, marketing, and revenue at The Library Hotel Collection, shares her journey of driving guest satisfaction to the top of the charts through team empowerment and operational excellence - and the impact that had on demand and revenue. You may also enjoy these with Adele: Stop Fighting Fires: Building a Culture of Problem Solvers in Your Hotel (podcast) Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube) Send Josiah a text Take my State...

In this episode, Tim Harmon , founder and CEO of Palisades Hospitality Group , shares how his experiences in the restaurant and hotel industries have shaped his vision for exceptional guest experiences. Listen now to learn: How lessons from the restaurant world, like the power of storytelling and embracing spontaneity, can revolutionize hotel operations. Tim's unique approach to balancing consistency with creativity in hospitality management. The importance of hands-on leadership and building a ...

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 critical balan...

In this episode, we're learning from Jake Wurzak ( LinkedIn , X )- Founder and CEO of DoveHill Capital Management and CEO of Wurzak Hotel Group . Jake shares his perspective on the hospitality industry today, revealing why now might be the best time to invest. Listeners will gain an understanding of: The value of investing in hospitality today The benefits of being vertically integrated in hotel management and investment. Innovative investment strategies, including structured equity and preferre...