Episodes

In this episode, Adele Gutman shares insights on effectively responding to hotel guest feedback to prevent future issues and improve guest satisfaction and team morale. Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube) Take my State of Hotel Industry Survey now to get insights on challenges, priorities, and opportunities in hospitality today. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or ...

In this episode, Ken Barber, founder of Wildhaven, shares his journey of building a thriving nature-based hospitality brand that helps guests slow down, reconnect, and escape the chaos of daily life. Listen now to learn: How Wildhaven has evolved from its early days to a thriving hospitality brand with locations in Sonoma and Yosemite. The importance of blending comfort with the beauty of the outdoors. Insights into product development and creating amenities that cater to guests' needs. The...

In this episode, Mark Fancourt, founder and principal of TRAVHOTECH, shares insights into the evolving landscape of hospitality technology, drawing from his extensive experience leading technology for both hospitality companies and solution providers. Chapters: Takeaways from ILHA & How Mark Learns About Tech and Innovation (01:40) Why Work in Hospitality? (05:47) Why Luxury Hospitality Is Critical to Watch (08:06) What’s Exciting in Hotel Technology Today? (10:59) Hotel-Specific vs. Big T...

In this episode, Sophie Hulgard, Chief Sales Officer at Accor, shares insights on the power of providing hospitality through meetings, the economic impact of face-to-face events, and how hotels can maximize these opportunities. Listen now to learn about: The impact of the pandemic on the meetings and events industry. The value of face-to-face meetings versus digital interactions. Key findings from Accor's recent research on the economic impact of meetings. Differences in meeting value perce...

In this episode, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton, shares his insights on AI's underestimated power in hospitality and technology's role in enhancing luxury experiences. Listen now to learn about: The importance of innovation and the rapid pace of AI in hospitality. How AI can alleviate administrative burdens for hospitality leaders. The balance between human connection and technology in luxury hospitality. The impact of AI on...

In this episode, Josiah Mackenzie reflects on what he learned building an AI bot in ChatGPT and Claude with Adele Gutman to help answer online hotel reviews. Watch Us Build an AI Bot to Answer Hotel Reviews on YouTube Listen to our other episodes with Adele: How to understand guest review scores “Good isn’t good. Only great is good.” How The Library Hotel Collection reached #1 in the world Send Josiah a text If you enjoy the Hospitality Daily Podcast, you’ll love the Hotel Tech Insider podca...

In this episode, Lou Zameryka, founder of Alively and partner at Ventures Hospitality, shares insights on the creative use of artificial intelligence in the commercial functions of hospitality - sales, marketing, and revenue management - from a recent HSMAI event. Listen now to hear about: The importance of understanding different types of AI and their applications in the hospitality industry. How AI can be practically applied in sales training using video avatars and gamification. The role ...

In this episode, Ryan Mann, a partner at McKinsey, shares insights on the growing trend of Travel Tuesday and its implications for the travel and hospitality industry. Listen now to learn: What Travel Tuesday is and how it compares to Black Friday and Cyber Monday. The types of travel deals available during Travel Tuesday and how consumers can take advantage of them. The benefits for the hospitality industry in participating in Travel Tuesday, especially during off-season and shoulder season...

In this episode, Victoria Gordon, Front-of-House Manager at Timber Cove Resort, shares her journey from front desk agent to manager and offers her unique perspective on the role of technology in hospitality. Listen now to learn about: Victoria's career path from a front desk agent to a manager at Timber Cove Resort. The importance of community and collaboration in a remote hospitality setting. The value of training and development in hospitality careers. The transition from retail ...

In this episode, Joli Barfield, Cluster Director of Learning at Montage International, shares her insights on managing burnout in the hospitality industry and maintaining personal well-being. Listen now to learn about: The prevalence of burnout in the hospitality industry and its impact on career decisions. Strategies for maintaining mental and physical health in a demanding work environment. The importance of disconnecting from technology and finding personal ways to recharge. Habits that ...

In this episode, Joli Barfield, founder of New York City Women in Hospitality, shares her inspiring story of starting the organization and offers valuable insights on building genuine relationships in the hospitality industry. Listen now to learn about: The importance of relationships in achieving success in hospitality. How New York City Women in Hospitality was founded - and its evolution. The impact of the pandemic on the hospitality industry and how the organization adapted. The activit...

In this episode, Oral Muir, Vice President of Partnerships, Experiences, and Distribution at Hilton, shares insights into how Hilton leverages creative partnerships to enhance hospitality experiences and stay relevant to evolving traveler trends. How Hilton's 20-year partnership with McLaren Racing delivers unique benefits for both brands and their customers. The importance of long-term partnerships and the value they bring to both parties. How Hilton approaches partnerships with brands outsi...

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 t...

In this episode, Brian Proctor, Principal at Leeds Hospitality Group and host of Tuesday’s Thanks, shares how gratitude has shaped his life, career, and leadership philosophy. Brian reflects on his journey in the hospitality industry, insights from over 130 episodes of his podcast, and practical ways to incorporate gratitude into your personal and professional life. What You’ll Learn: How Brian’s early life experiences influenced his focus on gratitude. Why gratitude is a powerful leadership t...

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 crit...

In this episode, Derek De Salvia, Executive Vice President and Chief Customer Officer at Hilton Grand Vacations, shares how HGV is redefining vacation ownership by focusing on flexibility, experiences, and building generational loyalty. From rethinking the traditional timeshare model to delivering unforgettable experiences through the Ultimate Access platform, Derek offers actionable insights into how hospitality leaders can innovate and inspire long-term customer relationships. What You’ll Lea...

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 s...

In this episode, Masho Khabazashvili shares how her Georgian heritage and involvement with the CHLA Hospitality Foundation have shaped her approach to creating exceptional guest experiences and inspired her vision for the future of hospitality. What You’ll Learn Georgian traditions, such as "every guest is a gift from God," influence Masho’s approach to hospitality. The role her mother’s hospitality career played in inspiring her passion for the industry. How hands-on experiences with events ...

A few thoughts from my morning commute this week in San Francisco, inspired by "Nobody Knows Anything" from Dror Poleg. For more on this, you may enjoy these other episodes on this show: What I'm Excited About in Hospitality Now - Gilda Perez-Alvarado, Accor Creating "Influence House" - Sébastien Felix, Influence Society Investing in Community: The Power of Education & Programming - Charlie MacGregor, The Social Hub How Our Hotels Become Community Pillars, Delighting Neighbors and Guests Alike...

Learn how to earn media coverage that accelerates your career and builds your company from three of hospitality's top media professionals. In this replay of a special LinkedIn Live collaboration between Hospitality Daily and hertelier, you'll discover proven strategies for crafting compelling stories, landing meaningful coverage, and maximizing media opportunities. Our Expert Panel Emily Kanders Goldfischer: Founder & Editor-in-Chief of hertelier, former VP of PR at Loews Hotels Nancy Men...

In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares why independent operators are becoming a driving force in redefining the hospitality landscape. Listen now to learn about: The rise of hybrid hospitality models and their impact on the industry. The power of local impact and how staying small can mean thinking big. Financial opportunities in independent hospitality that might surprise you. The importance of creativity and willingness to try new things in hos...

In this episode, Tim Harmon, founder and CEO of Palisades Hospitality Group, shares insights into his latest project, The Elene, a hotel designed to connect guests with the community and nature. Listen now to learn about: The vision behind The Elene and its 10-year journey to fruition. The unique features of The Elene, including its recovery garden, outdoor living room, and bike-friendly amenities. The importance of community involvement and how The Elene aims to integrate with the lo...

In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares her formula for merging global strategies with hyperlocal execution, ensuring every initiative resonates at the property level. Listen now to learn: The role of education in modern marketing and how to simplify complex marketing concepts for different audiences. The necessity of both immediate tactics and long-term brand building in marketing. How to balance bold brand building with tactical m...

In this episode, Christine Morairty, VP of Brand + Marketing at Palisades Hospitality Group, shares how hotel operators can help travelers truly immerse themselves in their destination. Listen to learn: How to transform a hotel from just a place to stay into a key part of an unforgettable trip. The importance of collaborating with local businesses to enhance guest experiences. Strategies for curating unique guest experiences that blend tradition with innovation. The role of destination mark...