Episodes

This episode is sponsored by inKind. In this episode, Johann Moonesinghe, co-founder and CEO of inKind, shares how his company is empowering restaurants by connecting them with capital, technology, and high-spend guests. Listeners will learn: How Johann's experiences investing in restaurants and running a restaurant incubator led him to start InKind (01:52) The challenges of running restaurants, including the need to be good at everything from procurement to marketing (07:47) How InKind evo...

In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his perspective on the biggest opportunities for AI in hospitality. Listeners will learn: Why human connection and the "psychic kick" of serving others is still at the heart of hospitality (01:28) How AI can free up time and resources for hotel staff to focus more on engaging with guests by automating time-consuming administrative tasks (03:33) ...

In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how he sees AI impacting hospitality (and his business) in the years ahead and then gets specific on some ways AI-powered technology is already making his teams more efficient and effective today. Listeners will learn: How AI is causing a major platform shift that could level the playing field for independent boutique hotels and small chains (00:51) How citizenM is using Robotic Process Automation (RPA) to automate repe...

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what excellence in luxury hospitality looks like at her iconic hotel. Enjoyed this? Listen to more episodes with Robyn here. This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to...

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares how her teams stay focused and motivated each day with Forbes Service Energizers. Enjoyed this? Listen to more episodes with Robyn here. This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode ...

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the "service-profit cycle of success" and why you shouldn't just focus on employee happiness. Enjoyed this? Listen to more episodes with Robyn here. This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships New to Hospitality Daily? Start here. Want to get my summary and actionable insight...

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what she's learned about creating value for guests - and streamlining your own work. Enjoyed this? Listen to more episodes with Robyn here. This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each e...

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the process she used to tackle hard problems in hospitality as Vice President of Operational Innovation at Starwood Hotels - an approach that you can use as well. Enjoyed this? Listen to more episodes with Robyn here. This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships New to Hospitali...

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what she's learned about learning and leadership in her career. Enjoyed this? Listen to more episodes with Robyn here. 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 So...

This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships In this episode, Fernando Calvo, General Manager of Bohemia Suites Gran Canaria, shares insights into creating a luxurious and personalized guest experience that feels like staying with a friend. Listen now to learn about: Philosophy of Service - Learn about the philosophy of service that emphasizes making guests feel...

This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships In this episode, Russell True, owner and operator of White Stallion Ranch, shares insights into the unique world of dude ranches and how he and his team deliver an exceptional hospitality experience that has earned the the #1 rating on TripAdvisor. New to Hospitality Daily? Start here. Want to get my summary and actio...

This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships In this episode, I share what our research showed about upselling and its role in making guests happier - and boosting profits. More resources: Why Guest Relationships Are The Key to Unlocking Revenue Today - Josiah Mackenzie Opportunities in Building Guest Relationships Today - Baskar Manivannan, Sojern New to Hospi...

This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships In this episode, I share my thoughts on the importance of online reviews in the hospitality industry and how they can be leveraged to improve guest experience and internal operations. Listen now to learn about: The Evolution of Guest Feedback - How online reviews have transformed the way hotels receive and act on g...

In this episode, Baskar Manivannan, Vice President of Guest Experience Solutions at Sojern, shares insights on the challenges and opportunities hoteliers face in building guest relationships and enhancing guest experiences. For more, check out our new research report: Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships 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 fre...

In this episode, I share some some context and insights from my recent research with Sojern on the state of guest experience in the hospitality industry and how it impacts financial performance. Download the research report here: Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships Episodes referenced: This "Quiet" Role Manages Hotel Managers, And Here's What They're Seeing Now - Sarah Gulla and Justin Epps, Hospitality Asset Managers Association How The World's Best Hotels D...

This week, we're going all-in to focus on guest experience and relationship building after I've concluded a few months of research on this topic with Sojern. Download the research report here: Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships 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, LinkedI...

In this episode, Ernest Lee, Chief Commercial Officer of citizenM, shares insights on effective leadership in the hospitality industry and how to stay energized in a demanding environment. Listen now to learn about: The multifaceted role of leaders, including "flying, fixing, and fueling the plane." The importance of hiring the right people to empower teams and create an operating framework. Strategies for optimizing and growing a business by identifying roadblocks and solving problems. The ...

In this episode, Ernest Lee, Chief Commercial Officer of citizenM, shares how he got started in hospitality and the valuable lessons he learned along the way. Background and Early Influences (00:00) - Learn about Ernest's upbringing and how his early jobs in food and hospitality businesses influenced his career path. First Job Experiences (01:06) - Discover Ernest's favorite part-time job and what he loved about the dynamic and energy of the hospitality environment. Education and Career Path ...

In this episode, Jose Cervano, a server at the Top of the Mark bar in the InterContinental Mark Hopkins San Francisco, shares his journey in hospitality and the secrets to making guests feel special. Jose's Journey in Hospitality - Learn about Jose's 48-year career at the Top of the Mark bar and how he started in the hospitality industry. The Iconic Top of the Mark Bar - Discover the history and significance of the Top of the Mark bar. Creating Special Moments for Guests - Understand h...

In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares insights learned from Paul Zak on how neuroscience can enhance immersive experiences in the travel and hospitality industry. Listen now to learn about: Understanding Immersion in Experiences: Learn about the neuroscience behind what makes an experience truly immersive, including the roles of oxytocin and dopamine. Designing Immersive Experiences: Discover how to design travel and hospitality exp...

In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares insights on how experiential hospitality can be enhanced by incorporating elements of play and creativity. Listen now to learn about: The importance of experiential hospitality - How experiential hospitality holds great potential for the industry. Learning from other experiences in tourism - The value of outdoor adventures, cultural immersive activities, and workshops in enhancing hospitality. ...

In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares his innovative approach to sustainability in the hospitality industry, demonstrating how hotels can embrace eco-friendly practices without compromising guest satisfaction. Christian's journey to sustainability (01:26) - Learn about the initial steps Christian took to ban single-use plastics in 2016 and the challenges he faced. Innovative solutions for reducing plastic use (02:27) - Discover how employing local f...

In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares his insights on the importance of TripAdvisor and other review platforms in the hospitality industry and how his hotel maintains an impeccable reputation. The significance of TripAdvisor (01:07) -Christian discusses the impact of TripAdvisor today. Avoiding negative reviews (03:00)—Jaya House has zero negative reviews, and Christian explains how being on the ground and directly interacting with guests helps...

In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares how he rethought everything to create and provide a radically guest-focused experience that has earned his hotel a spot in TripAdvisor's top 25 hotels in the world for five consecutive years without a single negative review. Listen now to learn about: The importance of a guest-focused experience - How Christian's approach to hospitality stands out by focusing on taking care of guests in a way that feels intui...