Episodes

In this episode, Elizabeth Harlow, Chief Brand Officer at Sonesta Hotels, shares how she creatively partnered with Rolling Stone magazine to bring unique live music experiences to their guests and communities. Listen now to learn: How the collaboration between Sonesta Hotels and Rolling Stone began Rolling Stone's Musicians on Musicians series - and its activation at Sonesta Hotels Examples of live music events held in Chicago and Miami The potential for hotels to be "cultural conversation ...

In this episode, Jamelia Lehn, Chief Financial Officer at SPIRE Hospitality, shares why she took her teams on a field trip and the surprising lessons they learned. The importance of connecting accounting teams with hotel operations. How understanding hotel operations can lead to more accurate financials. The structure and preparation involved in organizing site visits. Feedback from both the accounting team and hotel staff on the visits. The impact of these visits on relationships and commu...

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 l...

In this episode, Elizabeth Harlow, Chief Brand Officer at Sonesta Hotels, shares her insights on maintaining a personal touch in the hospitality industry and recounts a memorable story that exemplifies true hospitality. Listen to learn: The importance of focusing on the individual in hospitality. How personal attention can create lasting memories for guests. Why the term "heads in beds" diminishes the true value of hospitality. The impact of hospitality on all travel experiences. Strategies...

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 into her powerful partnership with the company's CFO and how they have aligned their finance and human capital strategies to drive significant change. Listen to learn: How strong collaboration between finance and human resources can turn b...

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 an...

In this episode, Matt Campbell, Chief Operating Officer and Chief Legal Officer at My Place Hotels, shares his journey from an unexpected path into the hospitality industry to leading a brand known for smart cost efficiencies and a people-centered culture. In this episode we cover: Matt's career story, including his transition from law to hospitality. Matt's roles and responsibilities as a Chief Operating Officer today, including overseeing sales, marketing, revenue management, and operations....

Josiah Mackenzie has spent over 20 years building, selling, and buying technology. In this tell-all episode, he shares his insider's guide to buying, implementing, and getting the most out of hotel technology today. Listen now to learn: Why technology is essential in today’s fast-paced hospitality landscape Key steps to take before searching for technology solutions Proven methods for evaluating tech solutions Tips for making a strong business case and getting buy-in How to im...

In this episode, André Mallet, Assistant Front Office Manager at The Jefferson in Washington, D.C., shares his journey in the hospitality industry, insights into his role, and the importance of relationship-building and mentorship. Listeners will learn: André's career path from working in South Africa to studying in Switzerland and returning to the U.S. The diverse roles and responsibilities of a front office manager in a luxury hotel. The significance of building relationships with guests a...

In this solo episode, I share my thoughts on the recent Sausalito Congress from the Independent Lodging Congress and my top takeaways from that event. Also see: How We Produce The Best Events in Hospitality - Meg Gutowski, The Independent Lodging Congress Road Trips & Revelations: Fresh Ideas for Hospitality - Meg Kennedy & Rob Blood, Lark Hotels Be a VOICE, not an ECHO! (Bashar Wali article) Indie Lodging Congress Confab Palm Springs 2024 Recap Hospitality Daily LinkedIn page This episode is...

In this episode, Jessie Fischer, Founder & CEO of GuestOS and Member of the Board of Yosemite Tourism, shares invaluable lessons about blending hospitality, community, and the outdoors to create unforgettable guest experiences. We cover: Jessie's story How to create deeper connections with guests Why nature-based experiences are more relevant than ever How engaging with your local community can elevate your business The importance of understanding and participating in the broader tourism e...

This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster. In this episode, Meg Kennedy and Rob Blood, founders of Lark Hotels, share their insights on creativity in hospitality and their recent experiences during a road trip in Northern California. Listen to learn: How Meg and Rob approach research and draw inspiration for their hospitality services. Extended stay hospitality and its potential rebranding opportunities. Insig...

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 how AI and technology are transforming HR and learning and development at MGM Resorts. In this, we cover: How MGM Resorts is leveraging technology to propel careers forward. Learning from top innovators like Microsoft, IBM, and Workday. Real-wor...

This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster. In this episode, Kevin Osterhaus, President of Global Lifestyle Brands at Hilton, shares his journey and insights on integrating lifestyle hotels into one of the world's largest hotel companies. In this, you'll learn: The reasons behind Kevin's move from Graduate Hotels to Hilton. The growing trend of big hotel companies acquiring lifestyle brands. Strategies f...

This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster. In this episode, Jason Himber, CEO of MINA Group, shares why a lack of strong, developed leaders is compounding staffing challenges in the hospitality industry and reveals his unique strategies to build a pipeline of empowered, adaptable leaders essential for driving success. Listeners will learn: Why traditional approaches to leadership aren't working in hospitality. ...

This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster. In this episode, Jason Himber, CEO of MINA Group, shares how he convinced celebrity chef Michael Mina to pause the company's rapid expansion and focus on strengthening its foundation for long-term success. Listeners will learn: The importance of listening, learning, and building trust when coming into a new business How focusing on process, systems, and discipline can...

This episode is brought to you with support from Hireology. Check out our free masterclass: How To Hire Great People, Faster. In this episode, Jason Himber, CEO of MINA Group, shares his insights on how hospitality is pushing boundaries and blending with retail, entertainment, and even office spaces. Listeners will learn: How the line between food and beverage and other industries is becoming blurred (00:25) How F&B is being infused into retail experiences, entertainment concepts, and ...

In this episode, Jason Himber, CEO of MINA Group, shares his unconventional journey from working with fast-food franchises to leading a fine dining empire, offering insights on leadership, overcoming challenges, and succeeding in the hospitality industry. Listeners will learn: The three things that made Jason "hooked" on hospitality Why hospitality levels the playing field of opportunity The story of turning around KFC The importance of building alignment and relevancy Why bei...

In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares her fascinating career journey from bartending at a ski resort to leading six iconic hotel brands across the Americas. Listeners will learn: The pivotal moments that shaped Leanne's career, including her first expat role in Vietnam (02:45) and transitioning from hotel operations to corporate leadership (07:56) Practical tips for adapting to new cultures and environm...

In this special sponsored masterclass, Juanjo Rodriguez, founder of The Hotels Network, shares insights on how hotels can drive more direct bookings and stand out in today's competitive landscape. (Watch here on YouTube if you prefer.) In this, we cover: 00:00 - An introduction to Juanjo Rodriguez 01:19 - Challenges and opportunities in the hotel industry today 04:47 - How e-commerce is different in hospitality 05:51 - Growing direct business: how The Hotels Network helps hotels ...

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 cr...

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, ...

In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares her recent experience at the newly opened Six Senses resort in Grenada, highlighting the exceptional hospitality and personalized touches that made her stay memorable. Listeners will learn: How the Grenadian culture and hospitality enhanced Leanne's experience (01:26) The importance of individualized experiences in luxury travel (02:42) How Six Senses incorporate...

In this episode, Scott Curran, Chief Operating Officer at Reneson Hotels, shares his insights on driving revenue and profits by empowering staff and delighting guests in a branded hotel environment. Listeners will learn: How Reneson Hotels focuses on providing exceptional customer service to keep guests coming back (00:09) The importance of having great operations and good people to improve financial performance (09:14) Why Reneson Hotels invests more in customer service by staffing higher a...