Guest Experience Episodes

In this episode, Philippa Wagner, the Founder of People Places Spaces , and former head of 23 Lab at Ennismore , shares why the hotel industry's segmentation habit is breaking down, what the solo traveler actually wants, and why community can't be manufactured. Learn more about The Future Guest Report 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 ins...

In this episode, Lisa Chung , Design Director at Gensler , shares how hospitality leaders should think about design through the lens of human needs. Drawing on insights from Gensler’s latest design forecast, she explains why great hospitality environments start with understanding how people want to feel, connect, work, and recharge when they enter a space. In the conversation, Lisa discusses how wellness extends far beyond traditional amenities like spas and gyms, how hotels are creating flexibl...

In this episode, we're learning from Daniel Lauber, founder of CERVO Mountain Resort, in a conversation with our innovation correspondent Matthias Huettebraeuker about reimagining what hospitality can be today. Daniel shares how CERVO evolved from a modern hunting lodge concept into a holistic “way of living” rooted in community, culture, and connection. He explains why mindfulness and enjoying life can naturally coexist, what authenticity really means beyond alpine clichés, and how design, r...

In this episode, we're learning from Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, in a conversation hosted by our innovation correspondent Matthias Huettebraeuker. 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 each episode delivered to your inbox each day, subscribe here fo...

What makes someone who’s reached the highest levels of entrepreneurship and corporate leadership step into the world of hospitality? In this episode, Chet Pipkin—founder of Belkin and now Desolation Hotel —shares the experiences that shaped his vision of hotels as an "immersive portal." 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 each...

In this episode, Jannes Sörensen , founder of Kepler Hotel Group and the Kepler International Hospitality Academy , joins our innovation correspondent Matthias Huettebraeuker to explore how hotels can design experiences that really meet guests' needs. Drawing from his background leading award-winning luxury properties such as The Beaumont in London, Jannes challenges the industry’s habit of thinking “solutions before problems.” He shares how re-centering on fundamental human needs—from rest and ...

In this conversation, Jannes Sörensen , founder of Kepler Hotel Group and the Kepler International Hospitality Academy , shares a contrarian view of hospitality in an age of abundance with our innovation correspondent Matthias Huettebraeuker . Drawing on two decades leading some of the world’s finest hotels, Jannes shares why fulfillment for many often comes not from comfort, but from challenge, purpose, and intentional living. Together, they discuss how luxury hospitality can evolve beyond pamp...

In this episode, we're learning from Jannes Sörensen, founder of Kepler Hotel Group and the Kepler International Hospitality Academy, in a conversation hosted by our innovation correspondent Matthias Huettebraeuker. After years leading some of the world’s best hotels, Jannes shares why differentiation and success in hospitality today comes not from design or amenities, but from the emotional experience we create for guests. He explains how hospitality education and leadership must evolve to ...

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, 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...

In this episode, Oscar Serrano , Senior Vice President of Distribution, Sales & Marketing at UMusic Hospitality , shares how Universal Music Group —the world’s largest entertainment company—is bringing its emotional power into travel through UMusic Hotel s . Born from a joint venture between Universal Music Group and UMusic Hospitality & Lifestyle , this brand turns superfans into guests by blending live entertainment, creativity, and community. From the first property in Madrid, Spain , to upco...

In this episode, Virtuoso’s Hotelier of the Year for 2025, Claudio Meli, General Manager of The Place Firenze, shares why true luxury begins at arrival, how "sartorial hospitality" creates unforgettable experiences, and what hospitality leaders everywhere can learn from rethinking the guest journey from the ground up. 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 a...

Dina Belon , President of Staypineapple , returns for a conversation with our guest experience correspondent, Danica Smith , to share how she would approach the first 30 days of leading a new hotel. Instead of relying on a pre-set formula, Dina explains why she treats the city itself like a resort -- drawing on local culture, parks, and other businesses as amenities that elevate the guest experience. She also shares how engaging associates unlocks creative ideas and how win–win community partner...

Dina Belon , President of Staypineapple , returns for a conversation with our guest experience correspondent, Danica Smith , to share how her team built “Chat Pineapple,” an in-house AI tool that connects guest insights across systems. More important than the technology, Dina says, is the culture that empowers teams to act creatively on that information -- turning surveys, reviews, and guest histories into memorable experiences. You’ll hear what surprised her most about pre-stay guest responses,...

In this episode, we welcome back Dina Belon , President of Staypineapple , for a conversation with our guest experience correspondent, Danica Smith . Dina shares how Staypineapple empowers every team member to bring their full, authentic selves to work -- and how that translates into deeply personal guest experiences. From interviewing every employee to capture their passions, to connecting those passions with guest stories, Dina shows why empowerment, not SOPs, is the foundation of their cultur...

In this episode, Hospitality Daily careers correspondent Emily Goldfischer , who is also founder and editor-in-chief of hertelier , sits down with Barbara Muckermann , CEO of Kempinski Hotels . Barbara reflects on her first year leading the world’s oldest luxury hotel brand, drawing on lessons from her career in the cruise industry. She shares insights on the “secret sauce” behind Kempinski’s culture of genuine hospitality, why an asset-heavy approach matters for growth, and how the brand is pos...

In this episode, we learn from Jimmy Peña , Director of Estate Operations for a private, ultra-high-net-worth individual. Jimmy shares how private estate hospitality demands service that exceeds even the most elite hotels, with every meal treated "like the Super Bowl." He explains the nuances of serving at this level, the daily practices that drive excellence, and how lessons from private estates can be applied to any hospitality business. Listeners will come away with a rare inside look at hosp...

Ryan Bukstein has spent his career shaping people-driven brands, from his early work at Ace Hotel to leading marketing at Vacation, and now as a consultant. In this conversation, he shares how collaboration, contrarian thinking, and a love of Japan are coming together in his latest project: a curated travel experience with the founders of clean beauty brand Dam Dam . More episodes with Ryan: Ace Hotel’s Early Days: Punk Spirit and Hospitality Innovation The Art of Turning Curiosity into Brand Eq...

Saar Shai , co-founder of Wanderland , returns to share how a simple idea—born from watching his own kids on vacation—is changing the way hotels welcome families. (See our first conversation here. ) Since our last conversation, Saar has been working with leading hotel brands to introduce “Screener,” a modular, themed room divider that gives kids their own space while improving the stay experience for parents. We explore how this innovation solves a common operational challenge—limited connecting...

In this episode, our guest experience correspondent, Danica Smith , speaks with Hector Hughes , co-founder of Unplugged : a hospitality concept transforming wellness travel through digital detox experiences. Hector shares why merely offering digital detox as a hotel amenity rarely succeeds, and reveals how Unplugged has built its entire guest experience around the power of disconnecting. A few more resources: If you're new to Hospitality Daily, start here . You can send me a message here with qu...

Danica Smith , Hospitality Daily’s guest experience correspondent and founder of MorningStar GX , returns to share what she's learned from recent conversations with industry leaders and her consultancy work. She explains why guest expectations are evolving so rapidly, discusses key trends shaping guest experiences today, and provides real-world examples of personalization at its best. Danica also previews her "4 Ps" framework for guest experience, an influential tool hospitality leaders can use ...

In this episode, Ryan Bukstein shares the behind-the-scenes story of Ace Hotel ’s early days and how the punk, DIY spirit of Seattle’s cultural scene influenced its groundbreaking approach to hospitality. Ryan takes us back to when he joined Ace founder Alex Calderwood as an intern and reveals how Ace Hotel became a magnet for creative talent, driven by curiosity, mentorship, and a willingness to break traditional industry norms. He explains the unconventional strategies that enabled Ace to deep...

In this episode, citizenM CEO Lennert de Jong shares his vision with our innovation correspondent, Matthias Hüttebräuker , on how hotel technology, AI, and guest interactions are rapidly evolving. He explains why traditional hotel processes—from front desk check-ins to booking—are ripe for reinvention, detailing how citizenM is using integrated technology and AI to streamline guest experiences and remove friction. Lennert emphasizes the necessity of automating repetitive tasks to empower hospita...

In this episode, Edward Mady shares what he has learned about creating a culture of welcome throughout every part of a hotel business. Read Edward's article on Harvard Business Review: How Luxury Brands Can Motivate Service Employees Learn more about Edward's new book, Honing the Human Edge . 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 fro...