Episodes

In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares how she and her sister transformed a 1920s summer camp into a world-class destination for weddings, retreats, and boutique hospitality. Adapting to New Uses: Learn how Lisa and her sister adapted Cedar Lakes Estate to function both as an event venue and a boutique hotel. The Importance of Guest Feedback: Discover the role of guest feedback in shaping strategy and accelerating growth. Creating Exclusive, Immersive E...

In this episode, Dino Michael, Hilton's Global Category Head of Luxury Brands, shares insights into how Hilton balances technology and human interaction to elevate the guest experience. Listen now to learn about: How Hilton collects and uses guest preferences to personalize stays. Strategies for achieving excellence at scale across multiple luxury brands. The importance of taking team members on a journey to ensure they feel connected and empowered in their roles. The importance of reading ...

In this episode, Dino Michael, Global Category Head of Luxury Brands at Hilton, shares his inspiring journey from being a server at Planet Hollywood to leading iconic luxury brands at Hilton such as Listen now to learn about: The importance of communicating the benefits of a career in hospitality Dino's early life and family influences that shaped his career (02:09) How working at Planet Hollywood instilled a love for the restaurant business (03:43) The diverse career opportunities within t...

In this episode, Reg Smith, part of a family that has defined the hospitality experience in northern Michigan through their hotels and restaurants, shares the story of his family's legacy and the lessons they've learned in stewarding it while staying personally engaged in the work of hospitality. The origins of Stafford's Bay View Inn and the early days of the family business (01:13) What a Chautauqua community is and its significance in northern Michigan (02:45) The story of how Reg's parent...

In this episode, Sean Tribull, Practice Lead for Leisure and Hospitality at Venari Partners, shares his journey in hospitality, insights on leadership, and effective strategies for recruiting and retaining top executive talent. Sean's Career Journey in Hospitality (02:02) - Learn about Sean's international background and his early career experiences, including his apprenticeship at Brenner's Park-Hotel & Spa in Germany and his education at Les Roches in Switzerland. The Importance of Operation...

In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share insights into what they call their "Golden Profiles" and how it enables their hotels to operate with excellence. Understanding the "Golden Profile" - Learn what this is and how it helps Dorchester Collection cater to each guest's individuality and needs. Technology as an Enabler - Discover how Helen and Eugenio view technology as a tool to enhance the guest experience. Structuring for Seamless Service -...

In this episode, Dorchester Collection joint CEOs Helen Smith and Eugenio Pirri share heartwarming stories that illustrate the power of exceptional hospitality and how it can elevate guest experiences. This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation. New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each...

In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their unique approach to balancing the individuality of legendary properties with building a cohesive family of brands. The concept of the "Golden Thread": Learn how Dorchester Collection maintains the unique identities of its properties while creating a unified brand experience. Guest-centric approach: Discover the importance of putting the guest at the center of everything they do and how it shapes the...

In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their experiences and insights on co-leading a luxury hotel management company. The benefits of joint leadership (01:18) - Helen and Eugenio discuss how sharing the CEO role alleviates pressure and allows for idea exchange and mutual support. Clear division of responsibilities (03:10) - They explain how they divided their roles based on their strengths, with Helen focusing on sales, marketing, and brand ...

In this episode, David Jurcak, President of the iconic Grand Hotel on Michigan's Mackinac Island, shares insights into leadership, hospitality, and creating transformational guest experiences: The unique environment of Mackinac Island and its impact on guest experience (01:28) Creating transformational summertime experiences at the Grand Hotel (01:56) Daily traditions and rituals that enhance the guest experience (04:31) The role of dress codes and timeless hospitality (06:48) Th...

In this episode, Richard "Ric" Lee, the concierge at the Intercontinental Mark Hopkins in San Francisco, shares his career journey in hospitality and what he's learned about providing hospitality with excellence. Early Career and Introduction to Hospitality (01:18) - Learn about Ric's start in the hospitality industry, influenced by his mother, and his early roles at the Fairmont Hotel. Transition to Concierge and Mentorship (03:06) - Discover how Ric transitioned to the role of concierge and ...

This is part of our series on SingleThread. Listen to episode 1 here and episode 2 here. In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey of building a renowned farm, restaurant, and inn, and discuss their philosophy on hospitality, innovation, and community stewardship. Staying motivated and inspired - Discover how Katina and Kyle stay energized and motivated even after achieving the highest levels of success. The importance of ...

This is part of our series on SingleThread. Listen to episode 1 here. In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their unique perspectives on hospitality, which have led to their recognition as one of the best in the business. The Power of Place: Katina discusses how Healdsburg shapes their work and the importance of human connections in their community. [01:32] Culinary Innovation: Kyle reflects on his experiences in Los Angeles, J...

In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey and insights that have shaped them into award-winning hospitality leaders. Listen now to learn about: Early Influences and Background (2:20) - Katina and Kyle discuss their early experiences with hospitality, including family influences and their time in Japan. The Role of Community and Subcultures (6:08) - They explore how the punk rock, skateboarding, and snowboarding scenes have ...

This episode is sponsored by Revenue Analytics. In this special episode, Dax Cross, CEO of Revenue Analytics, shares insights into the evolution of revenue management in hospitality. [00:22] - Dax's background and the origins of Revenue Analytics. [03:21] - Overview of Revenue Analytics. [04:14] - The benefits of cross-pollination of ideas from different industries. [05:57] - The transition from a consulting company to a software as a service (SaaS) company. [07:35] - The size an...

In this episode, Kristie Goshow, Chief Commercial Officer at KSL Resorts, shares insights on the evolving role of the Chief Commercial Officer in the hospitality industry and how a holistic approach can drive innovation, revenue, and guest satisfaction. Listen now to learn about: The rise of the Chief Commercial Officer in hospitality - Understand the importance of a holistic view combining sales, marketing, and revenue. The power of partnerships and collaborations - Learn how collaborations w...

In this episode, Ed Skapinok, Chief Commercial Officer at Appellation, shares insights on building a brand new technology infrastructure for a luxury hotel brand from scratch. Listen now to learn about: The importance of starting technology projects with the right questions. The benefits of having a blank slate to work with and how this approach can be applied to any organization. The staggering number of business functions and technology pieces in a typical luxury hotel and how Appellation r...

In this episode, Shelly Brown, an author, speaker, and former hotelier, shares insights on the importance of belonging in hospitality and how leaders can foster a culture of inclusion and safety. Introduction to the concept of belonging in hospitality - Understanding the fundamental need for belonging in hospitality and the importance of belonging for hospitality providers, teams, and guests. Details about Shelly Brown's event - Information about the Belonging Equation event on Monday, June 24...

In this episode, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on HITEC and the Commercial Strategy Conference coming up this week and discusses the importance of integrating marketing technology in the hospitality industry. Dorothy's perspective on the events - the importance of HSMAI as a community for professional growth, and the benefits of the overlap between HITEC and the Commercial Strategy Conference. Key themes and topics for 2024 - the commercial framework en...

In this episode, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on staying curious, continuous learning, and career development in the hospitality industry, including: The notion of a "curiosity quotient" and its importance Balancing day-to-day responsibilities with personal growth The importance of networking and industry engagement Investing time in volunteer work and peer mentorship Making deliberate career decisions and avoiding future regrets If you liked this,...

In this episode, Philip Bates, CEO of TMC Hospitality, shares his journey in creating purpose-built brands that cater to evolving traveler preferences and the importance of blending technology with a personal touch in hospitality. Formative Travel Experiences (01:07) - Philip recounts his first international trip to Prague and how it shaped his perspective on travel and hospitality. Defining Great Hospitality (03:29) - Insights into what makes hospitality exceptional, including a recent e...

In this episode, Greg Cook, General Manager of The Ritz-Carlton, Amelia Island, shares insights on empowering teams and delivering extraordinary service in luxury hospitality. Early Influences in Hospitality (01:40) - Greg discusses his early experiences that sparked his interest in hospitality, including his father's international travels and his first job as a bellman. Leadership and Team Management (04:06) - Learn about Greg's leadership style and the importance of creating a supportive and...

In this episode, originally recorded in January 2024, Kari Anna Fiskvik, SVP of Technology at Strawberry, shares her insights on selecting and implementing technology in the hospitality industry. Buy vs. Build Philosophy (01:39) - Understand Kari Anna's approach to deciding whether to buy existing technology or build custom solutions in-house. Evaluating Technology Vendors (02:59) - Discover the criteria and processes used to evaluate and select technology vendors, including the importanc...

In this episode, Curtis Crimmins, founder and CEO of Roomza, shares his inspiring journey of creating an innovative hotel brand that prioritizes the well-being of frontline workers and guests alike. Listen now to learn about: Background and Early Memories of Hospitality (01:10) - Curtis discusses his upbringing and how his mother's work as a hotel housekeeper influenced his view of hospitality. The Philosophy Behind Roomza (05:07) - Curtis explains his belief that hospitality should be a ...