Episodes

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...

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on the importance of service in the hospitality industry and how businesses can stand out, drive word of mouth, and succeed. Examples of service excellence (01:06) - How companies like Ritz-Carlton and Audi of America use exceptional service as a competitive advantage. The impact of word of mouth (01:58) - How word of mouth and online reviews influence customer decisions and the importance of creat...

In this episode, Micah Solomon, a customer service expert and author, shares his insights on creating memorable customer experiences and elevating businesses to the highest level of customer service. Listeners will learn: The three levels of customer service and why businesses should aim for the top level (01:01) How Micah conducts idiosyncratic mystery shopping to assess a company's customer service (02:15) The importance of using appropriate language, greeting customers promptly, and handl...

In this episode, Dina Belon, president of Staypineapple Hotels, shares insights on the evolution of sustainability in the hospitality industry and how it's becoming a crucial factor in attracting guests and group business. Listeners will learn: The role of industry associations in providing a single, unified sustainability certification for hotels (01:47) Why sustainability isn't just about cost but about creativity and mental energy (02:49) How guest preferences, especially in the business ...

In this episode, Casey Barks, Vice President of Marketing at Staypineapple Hotels, shares his insights on how Staypineapple has digitized and streamlined its influencer management process. Listeners will learn: The tools and metrics Staypineapple uses to evaluate an influencer's true monetary value (03:52) Their innovative approach to influencer contracts, ensuring accountability and protecting the hotel's interests (06:50) Why influencer marketing is set to become even more significant in t...

In this episode, Dina Belon, President at Staypineapple Hotels, shares insights on their innovative approach to working with hotel owners and investors. Mike Hirschler, the company's Chief Growth Officer, discusses the challenges that have held back many in the industry and how Staypineapple is addressing them. Casey Barks, the company's VP of Marketing, explains how they're capturing the magic of their brand to drive demand and accelerate business growth. Listeners will learn: The challenges ...

This episode is part of our series with Staypineapple Hotels. Listen to episode 1, episode 2, and episode 3 if you missed them. In this episode, Dina Belon, President at Staypineapple Hotels, shares how they use technology, including AI, to enhance personalized service and create memorable guest experiences. Listeners will learn: How Staypineapple pushed its technology partners to align with their goal of delivering hyper-personalized service (01:34) The importance of collecting and using ac...

This episode is part of our series with Staypineapple Hotels. Listen to episode 1 and episode 2 if you missed them. In this episode, Dina Belon and Mike Hirschler at Staypineapple Hotels share insights into the company's unique approach to people and culture, which has earned them recognition as the "best place to work" by The Seattle Times. By listening, you'll learn: How Staypineapple refers to their frontline staff as "hoteliers" to reflect their company values (01:41) The "Surprise and D...