People Episodes

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, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares how she empowers emerging talent to step into big roles and grow into confident leaders. Listeners will learn: How to cultivate curiosity, encourage collaboration, and push people to embrace discomfort as part of their growth (01:55) Why the hospitality industry is more than just a job (02:48) How to build trust and empower your team (00:31) A few more resources: If you're new to Hospit...

In this episode, Jennifer Clay, Vice President of Hotel Operations at Appellation, shares what she looks for when hiring general managers and the unexpected qualities that separate a great manager from a good one. Listeners will learn: What Jennifer asks during interviews (01:28) The connection that's a key trait to look for (03:15) The importance of finding outlets to disconnect and recharge(04:14) A few more resources: If you're new to Hospitality Daily, start here. You can send me a me...

I'm sure you've been hearing about the strikes by hotel workers across the country—but what's really behind them? I wanted to go beyond the headlines and press releases and hear directly from the housekeepers, bartenders, waiters, and others who work in hospitality. So, I headed to the picket sites at hotels across San Francisco this afternoon to find out. Listen now to hear: Why hotel workers feel management has stopped listening to them and what it's like "talking to a brick wall" (01:2...

In this episode, Amy Smith, owner of the Saratoga Arms Hotel, and Rachel Paley, the hotel's general manager, share how they've implemented a variable pay program based on the concept of yield management to address staffing challenges. Listeners will learn: How the variable pay program at Saratoga Arms Hotel was developed and implemented (03:54) The impact of the variable pay program on employee morale, recruitment, and retention (08:14) Advice for others considering implementing a s...

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 week, we're learning from Jennifer Krapp, 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 the importance of showing hospitality to your teams. New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free. Follow Hospitality Daily and join 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...

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 his insights on rapid promotions in the hospitality industry and how to navigate new leadership roles effectively. Listen now to learn about: Rob's career journey from starting at 18 to becoming a CEO. The common issue of rapid promotions in hospitality and the lack of proper training for new leaders. Research findings on the lack of management training in the hospitality industry. The importance of self-leadership and emotional regulation for n...

In this episode, Penny Brown, Managing Director of the Burgh Island Hotel in England, shares why age diversity is important and the benefits of hiring older workers in the hospitality industry. Listen now to learn about: The current staffing challenges in the hospitality industry and typical hiring practices. The transient nature of young workers and the impact of high turnover on hotels. The lack of proper induction and care for new employees in many hotels. The advantages of hiring older w...

In this episode, Simon Mais, CEO of EOS Hospitality, shares insights on attracting and retaining talented people in the hospitality industry. The biggest challenge in the hospitality industry (00:01) - Discover why attracting and retaining talent is a significant challenge in hospitality. EOS Hospitality's ethos: Humble and Kind (00:44) - Learn about the company's core values and how humility and kindness have become major draws for senior leadership and other employees. Respecting and acknow...

In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares insights on leveraging local culture and best practices in hospitality to create remarkable guest experiences. The Power of Local Culture in Hospitality - Learn how embracing the local culture and authentic interactions can enhance guest experiences. The Importance of Emotional Connections - Discover the impact of genuine emotional bonds, such as the "Caribb...

In this episode, Nikheel Advani, co-founder, chief operating officer, and principal at Grace Bay Resorts in Turks and Caicos, shares his journey and insights on the power of leadership and mentorship in the hospitality industry. The importance of mentorship in career growth (01:14) - Nikheel discusses how mentorship has been a common theme throughout his career, starting with his father and continuing with various leaders at the Ritz-Carlton. Key advice from mentors (03:18) - Nikheel shar...

In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares insights on how she and her sister transformed a former summer camp into a high-end retreat and built a remarkable workplace culture that earned them a spot on the Inc. 500 Best Places to Work list. Approach to hiring and staffing (01:51) - Lisa explains their unique hiring strategies, including the benefits of hiring locally and the importance of giving employees multiple chances to succeed. Interview process and key...

In this episode, Curtis Crimmins, founder and CEO of Roomza, shares his inspiring journey of creating an innovative hotel brand that prioritizes the well-being of frontline workers and guests alike. Listen now to learn about: Background and Early Memories of Hospitality (01:10) - Curtis discusses his upbringing and how his mother's work as a hotel housekeeper influenced his view of hospitality. The Philosophy Behind Roomza (05:07) - Curtis explains his belief that hospitality should be a ...

In this episode, Kate Gagliardi, Complex Executive Chef for the Asbury Collection, shares her unique journey from finance to culinary leadership and offers insights on what it takes to create a positive work environment. You'll learn about: Kate's Career Journey (00:42) - Hear about Kate's transition from finance to becoming an executive chef. Creating a Positive Work Culture (01:03) - Learn how Kate encourages her teams to be creative, bold, and take care of themselves. Differences Between ...

In this episode, we're learning from Szilvia Olah, an expert in employee experience design, the founder of The Strengths Company, a former leader at Accor and Jumeirah Group, and the author ofThe Blind Leading the Disengaged. You'll learn about: Employee Experience Design: Discover how to design and deliver exceptional employee experiences using principles from guest experience design. Onboarding Best Practices: Learn the importance of a well-thought-out onboarding process and how to customiz...

Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine. In our last episode, Andy Chabot explained how they've achieved this. In this episode, Andy shares their approach to hiring, training, and developing their people. Listen now to learn about: Recruiting The Right People: Explore how Blackberry Farm "casts a wide net" to engage potential employees and how it assesses cultural fit quickly and effectively. Hiring and Training: Discover how Blac...

Join us as we celebrate International Human Resources Day today by learning from Pablo Brizi, the Chief Human Resources Officer at Hilton Grand Vacations. Recently recognized as one of the best workplaces in America, Hilton Grand Vacations is at the forefront of creating exceptional workplace cultures. In this episode, Pablo shares his unique career journey from Argentina to the hospitality industry in the United States and how he stewards a workplace culture that values each team member. List...

In this episode, we're joined by Anthony Melchiorri, host of the new show "Hotel All-Stars." Anthony shares his knowledge of hiring in the hospitality industry, the essential qualities for success, and effective leadership in today's hotel landscape. Listeners will learn: Anthony's insights on the magic of working in hospitality and what it takes to succeed in this dynamic field. The importance of emotional intelligence and a service-oriented mindset in hospitality roles. Strategies...

In this episode, you'll hear James Ferguson, Director of Culture at Wurzak Hotel Group, explain how they built an on-the-spot recognition program for their teams. You may also enjoy: How We Improved Employee Satisfaction From 2.5 to 4.7/5 on Glassdoor - James Ferguson, Wurzak Hotel Group Our "culture committee" helps us build and scale the culture we want - James Ferguson, Wurzak Hotel Group Hospitality Investment Today: What I'm Seeing Now - Jake Wurzak, DoveHill More episodes on culture and ...

In this episode, we're joined by Nikki Glass, a trailblazing General Manager at Kimpton Hotels, to explore the transformative power of mentorship in hospitality. Nikki shares her insights on how mentorship can not only fast-track your career but also creates opportunities for others. Listeners will learn about: The importance of both formal and informal mentorship in leadership development. Nikki's approach to fostering organic mentorship relationships and her open-door policy. The creation ...

Sponsored by Otelier - the software behind every great host. Glassdoor is sort of like those online reviews your hotels get on TripAdvisor and Google - but it's from employees. Because of this, it's a crucial place to monitor and improve if you want to attract talented people to your teams. In this episode, you'll hear James Ferguson, Director of Culture at Wurzak Hotel Group, explain how they've improved employee satisfaction and increased their Glassdoor rating from 2.5 to its current overall...