People Episodes

In this episode, Sarah Eustis , CEO of Main Street Hospitality , explains how the company earned an employee Net Promoter Score of 78 in an industry known for hiring and retention challenges. She breaks down the specific leadership behaviors, hiring philosophy, and feedback systems that shape engagement long before someone’s first day. The conversation focuses on interviewing for emotional intelligence, using 360-degree input, and treating development and feedback as daily operating disciplines....

In this episode, Chris Green , President of Humanitarian Hotels , shares how his organization gives away 100% of its profits to charity -- while operating with world-class excellence. He explains how hospitality can become an engine for generosity, where every associate, guest, and community benefits -- and challenges us to rethink what it means to pursue what's good. Links to learn more: Humanitarian Hotels Founder's Story Business as a Force for Good: The Humanitarian Hotels Story (video with ...

David Tart , Managing Partner at Raines , joins us to discuss The Lantern Hotel, an innovative hospitality project dedicated to creating inclusive employment opportunities. David explains how The Lantern not only transforms an old fire station in Columbia, South Carolina, into a vibrant hotel but also empowers individuals with intellectual disabilities. Hospitality leaders will gain insights into how intentional employment practices can impact communities and the hospitality industry as a whole....

Scott Roby , President of Pacifica Hotels , joins us to share the keys to building a workplace culture that reduces turnover and boosts hotel performance. He reveals Pacifica's innovative approach, from personalized employee experiences and thoughtful leadership retreats to candid, empathetic communication that leads to true employee engagement. Hospitality leaders will gain actionable insights into creating an environment where employees feel valued, leading to stronger retention, happier teams...

In this episode, Shozib Khan , VP of Hotel Performance and Analytics at Spire Hospitality , shares what he calls "the people side of data" and his approach to freeing hoteliers from being overwhelmed by reports, empowering them to focus on their guests and support their teams. Learn more about ProfitSword by Actabl - the tool Shozib mentioned several times in the show. Also see: The Chemistry Major Who Makes Hotels Better, One Data Point at a Time: Shozib Khan, Spire Hospitality Episode Overview...

In this episode, Sarah Dinger, Executive Vice President of Franchise Operations at My Place Hotels , shares how training and development drive guest satisfaction and fuel business growth. Sarah explains the innovative approach her team takes, including a dedicated group that regularly visits properties to ensure consistent excellence. Learn how investing in people directly impacts guest loyalty and long-term success. A few more resources: If you're new to Hospitality Daily, start here . You can ...

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...

Staffing and turnover remain challenges in hospitality, but you can tackle this head-on. In this special sponsor bonus episode, Josiah sits down with his colleagues at Actabl , Roger Robles and Emma Christensen , to unpack “Associate Engagement,” a new feature inside Transcendent that turns routine maintenance into a live scoreboard, gives engineers the recognition they deserve, and helps you see who’s really performing.​​ Request a call here with Actabl to learn more about this A few more resou...

In this episode, Anna Blue shares insights on the current state of the hospitality industry, including DEI, women's empowerment programs, and practical steps leaders can take to drive positive change. We cover: (01:16) Current chaos and volatility in the industry (02:07) Industry's silence and its impact (03:11) Importance of transparency (05:06) DEI discussions behind closed doors (07:08) Disconnect between C-suite and staff (08:25) Effectiveness of DEI programs (09:09) Programs for women in ho...

In this episode, Eva Klausner , Director of Guest Experience at Numa , shares how Numa creates and sustains a truly guest-focused culture. This episode is hosted by our guest experience correspondent, Danica Smith , founder of MorningStar GX . 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, s...

In this episode, Abdul Baaghil , co-founder of Harvest Cotton Tail , shares what he's learned about hiring. See our other episode with Abdul: From Ritz-Carlton to Reinventing Hospitality: What I’ve Learned So Far This episode is brought to you with support from Sojern, the leading marketing platform built for hotels. With their fully managed email solution, hoteliers can re-engage past guests, drive direct bookings, and keep more revenue in their pocket through Sojern’s transparent pay-for-perfo...

In this episode, Marc Schwarz , Director of Service at Thrive Hospitality , shares what he's learned about effective training. 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 for free . Follow Hospitality Daily and join the conversation on YouTube , LinkedIn , and Instagram . I...

In this episode, Sloan Dean , CEO of Remington Hospitality , shares insights on attracting millennials and Gen Z to the hospitality industry, rethinking benefits, and building loyalty through mentorship-driven career paths. Check out our other episodes with Sloan here . 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 delivere...

In this episode, Michiel Bakker , President and CEO of the Culinary Institute of America , shares insights from his 12-year journey leading workplace programs at Google and how he applied his hospitality background to transform Google's workplace experience. This episode is brought to you with support from Shiji Group , the global hospitality technology leader that helps hotels streamline operations and transform guest experiences. Recognized by their clients for their best-in-class solutions an...

In this episode, citizenM co-founder Michael Levie shares insights into the innovative strategies and operating approach that has driven the company's success. If you liked this, you may also like these episodes: The citizenM Founding Story (And What It Teaches Us Today) The Moments That Made Me: citizenM's Michael Levie Shares His Story This episode is brought to you with support from Shiji Group , the global hospitality technology leader that helps hotels streamline operations and transform gu...

In this episode, Guillaume Benezech , Senior Director of Global Brand Management and Marketing for The Ritz-Carlton and Ritz-Carlton Reserve, shares his observations and insights on the state of hospitality work and the importance of emotional skills, empowerment, and career development. Listen to our other episodes: What I've Learned Building a Career in Luxury Hotel Leadership The Evolution of Luxury Hospitality From Comfort to Connection Full Overview In this episode of Hospitality Daily, hos...

In this episode, Greg Früchtenicht , Chief Operating Officer at Saira Hospitality , shares how his team is transforming the hospitality hiring process by turning rejections into referrals through Saira Connect, a new initiative designed to help hotels find hidden talent while supporting candidates in their career journeys. Listeners Will Learn: The key challenges hospitality recruiters face with one-click job portals and overwhelming volumes of applications. How rejection emails can be transform...

In this episode, the team from The Hoxton, Downtown LA , shares what they’ve learned about building high-performing hotel teams, fostering mentorship, and creating a culture of growth and development. Kara Bartelt , the hotel’s General Manager; Michael Lopez , Director of Engineering; and Steven Birl , Engineer, dive into the strategies they’ve used to empower their team members, tackle challenges, and encourage those all-important "light bulb moments." You’ll hear how they: Cultivate critical t...

In this episode, Joli Barfield , Cluster Director of Learning at Montage International, shares her journey from education to hospitality training and the unique approaches her company takes to ensure service excellence. Listen to learn about: Joli's career story. The importance of taking leaps of faith. Insights into the ultra-luxury hospitality environment. The significance of company culture and leadership in hospitality. The power of education and continuous learning. The structure and conten...

In today’s competitive hospitality landscape, attracting and retaining top talent has become a strategic advantage. In this special sponsor bonus episode, we're learning from Adam Robinson , CEO of Hireology , about innovative recruiting tactics that can help hotels and hospitality leaders transform their hiring process into a true competitive edge. From refining the application experience to streamlining communications, Adam shares data-backed insights and actionable steps to turn your recruitm...

Executive leadership teams and hotel ownership across the hospitality industry still don’t reflect the diversity of its workforce—or of the guests and communities it serves. Ashli Johnson , founder of Hospitality Hued , is on a mission to change that by creating pathways to leadership and ownership for Black and Brown hospitality professionals. In this episode, Ashli shares her journey from her influential role at Howard University’s Marriott-Sorenson Center for Hospitality to founding Hospitali...

In this episode, Gwen Mills, President of Unite Here , shares insights into the ongoing hotel worker strikes across the United States, the asks they have, and the broader implications for the hospitality industry. Listen now to learn: The motivations behind the hotel worker strikes The impact of COVID-19 on the hospitality industry and how it has affected workers The process Unite Here uses to determine appropriate pay and working conditions The challenges hotel workers face due to cost of livin...

This episode is brought to you with support from Hireology . Check out our free masterclass: How To Hire Great People, Faster. In this episode, Jyoti Chopra , the Chief People, Inclusion, and Sustainability Officer at MGM Resorts International, shares insights on transforming hiring strategies and employee engagement in a rapidly changing world. Listen to learn: How MGM Resorts overhauled its hiring strategies from one-size-fits-all fairs to specialized events. The importance of flexibility and ...

In this episode, Leanne Harwood , SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares how investing in people drives success in hospitality today. Listeners will learn: Why focusing on people is crucial for delivering exceptional hospitality experiences. [02:20] Details about IHG's global program RISE, aimed at elevating female leadership through mentorship, support, and sponsorship. [03:26] Keys to building empowerment programs that last, scale, and transfor...