Episodes

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, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares his perspective on what makes a compelling hospitality brand and the opportunities for innovation in the industry today. Listeners will learn: How to balance aesthetics and profitability in hotel design (01:34) The importance of having a "face" and soul behind a hospitality brand (03:51) Why large hotel companies are acquiring founder-led brands (06:44) The opportunity for entrepreneur...

In this episode, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares why "shock and awe" tactics often fall flat and why simple gestures can elevate the ordinary into something memorable. Listeners will learn: Why true loyalty isn't earned with points but with something far more profound that taps into our human nature What we can learn from the world of theater Why it's easier than ever to build guest relationships The importance of being nice and training employ...

In this episode, Andrea Stokes, practice lead for hospitality at J.D. Power, shares insights from the latest J.D. Power research. Listeners will learn: How higher room rates are impacting guest satisfaction and value perception (00:28) The importance of service, personalization, and property upkeep in driving guest satisfaction (01:11) How third-party managed hotels are outperforming brand-managed or owner-managed properties (04:03) The role of technology and mobile apps in enhancing guest ...

In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his insights on the power of leading with listening and the importance of understanding what's going on in the lives of the people on your team to unlock their potential. Listeners will learn: The importance of asking questions and understanding what's going on in someone's life before giving advice (01:49) How to flex and accommodate team members' perso...

In this episode, Wayne Boatwright shares his powerful story of redemption and his challenges while reentering society and the workforce. Listeners will learn: How Wayne's life took a dramatic turn to spending time in San Quentin, one of California's most notorious prisons (00:21) The challenges Wayne encountered when trying to find housing and employment after being released from prison (27:06) Wayne's experience working in the hospitality industry (32:13) The importance of meeting formerly ...

In this episode, Denise Joseph, Director of Curatorial at NINE dot ARTS, shares how art can transform hospitality spaces, create local connections, and boost the bottom line for hotels and resorts. Listeners will learn: The role of a curator in selecting and implementing art for hospitality spaces [02:26] How art drives both social and financial impact in the hospitality industry [10:50] The importance of integrating art early in the hotel design process [12:59] Advice for hospitality busin...

This is part of our series with Horst Schulze - listen to our other episodes here. In this episode, legendary hotelier Horst Schulze shares his deeply personal journey of facing death years ago and how it completely reshaped his approach to excellence, purpose, and the power of intent in every aspect of his life and work. Listeners will learn: How receiving a diagnosis from doctors changed Schulze's perspective (01:01) Why excellence is not an accident (03:04) The importance of hav...

This is part of our series with Horst Schulze - listen to our other episodes here. In this episode, Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares his insights on the changing face of luxury, the critical importance of individualization, and why the art of welcoming guests is more crucial than ever in our world today. Listeners will learn: How luxury has changed (01:05) How guest expectations have changed (02:32) What constitutes a good welcome (03:34) The t...

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 is part of our series with Horst Schulze - listen to our other episodes here. In this episode, Horst Schulze, the legendary co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts, shares his wisdom about excellence in hospitality, leadership, and life. Listeners will learn: The importance of starting with intent, vision, and purpose (01:03) How actions follow intent and the consequences of being purposeless (01:24) The necessity for leaders to question if t...

In this episode, I share what it was like meeting Horst Schulze, the co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts - both of which reached #1 in the world. 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 the conversation on YouTube, LinkedIn, and Instagram. Music by Clay Bassford of Bespoke Sound: Music Identity Design...

In this episode, Tal Shnall (IG: @TalShnall), Learning and Development Manager at The Joule - a luxury hotel in Dallas - reveals why personal and professional growth is essential for you and your team, and how to make it a priority. Listeners will learn: Tal's story of rising through the ranks from hotel operations to leadership. (00:51) How Tal's career trajectory wasn't linear, and the challenges he faced along the way. (06:15) The importance of personal growth and development, and how Tal...

In this solo episode, I share my experiences and observations from my recent vacation in Paris, focusing on small things hotels can do to help guests immerse themselves in their location and enhance their satisfaction. Listeners will learn: How music can help guests connect with a place and feel like they're there (01:58) (Check out my conversation with Clay Bassford: How To Use Music To Elevate Your Guest Experience, and his playlist with Influence Society here. Their work is an investme...

In this episode, I share my thoughts on staying in love with the work of hospitality and ask you to share your own experiences and insights on this. (DM me on LinkedIn!) In this, I cover: The importance of viewing hospitality as a craft and the love that goes into it (00:31) The challenge of staying in love with hospitality work (02:38) How I try to disconnect and restore (04:04) New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered...

In this episode, Claire Llewellin-Davis, General Manager at The Lensbury Resort, shares her experience hosting elite sports teams like Manchester United, the All Blacks, and the Lionesses. Listeners will learn: How the Lensbury Resort differentiates itself by hosting elite sports teams (01:08) The importance of providing the right food and beverage offerings, working closely with the teams' nutritionists and chefs to meet precise dietary requirements (03:54) The logistical challenges of hosti...

In this episode, Claire Llewellin-Davis, General Manager at The Lensbury Resort, shares her journey from the military to hospitality and discusses the transformation of The Lensbury. Listeners will learn: How Claire's experience in the military, including staying calm under pressure during an attack in Afghanistan, equipped her with skills transferable to the hospitality industry. Why the military is a great place to recruit hardworking, genuine, and adaptable people for the hospitality indus...

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 what she's learned it takes to lead and succeed in hospitality. Listeners will learn: The importance of holding people accountable while still making them feel respected and motivated to learn (00:46) How to communicate effectively when holding others to a standard...

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...

In this episode, Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group, shares her journey in hospitality and the importance of self-care in avoiding burnout. Listeners will learn: How Jennifer's love for hospitality and acts of service started at a young age (01:43) The inflection point in her career that put her on the path to where she is today (04:28) How Jennifer kept going and led her team through a major setback (06:27) The importance of mindset and resil...

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares lessons he's learned from top hospitality leaders. 00:44 - The importance of instant correction, as taught by Patrick O'Connell, head of the Inn at Little Washington 02:00 - How empowerment is not just a token gesture but a crucial part of an employee's duties, as taught by Hervé Humler at the Ritz-Carlton 03:03 - The value of proactive service, as demonstrated in a story from Horst Schulze, another founde...

In this episode, Micah Solomon shares advice for hospitality leaders on creating a culture that empowers employees to delight guests. Listeners will learn: The importance of proper employee selection, considering both technical skills and interpersonal abilities (00:50) How to create a culture where exceptional performance becomes "how it's done around here" (01:44) The impact of senior leadership and veteran employees on setting the tone for new hires (02:26) How Apple Stores learned from ...

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on creating memorable experiences for guests and customers through the power of presence. Listeners will learn: The importance of giving customers your full attention and stopping conversations with colleagues when a customer approaches (01:43) Understanding the dislocated state of mind customers are in, especially in the hospitality industry, and the need for empathy (02:43) Avoiding overused qu...