Episodes

Are we overdoing wellness in hospitality? In this episode, we're joined by Jen Murphy, a travel writer for publications such as the Wall Street Journal, Bloomberg, Travel and Leisure, and Condé Nast Traveler. Jen shares her journey of relearning to relax amidst the plethora of wellness offerings in hospitality today. Listeners will discover: The pitfalls of over-scheduling wellness activities. How the pressure to "do it all" can lead to the opposite of relaxation. Strategies for hospitality ...

In this episode, we visit Blair Foster, General Manager of The Inn at Newport Ranch, to explore the deep connection between hospitality and the land, uncovering the story of a place where every aspect of the guest experience is crafted to highlight the natural beauty and history of its surroundings. Listeners will learn: The vision and passion of the 96-year-old owner of the ranch and his unique approach to land stewardship. The challenges and opportunities of running a hospitality bus...

In this episode, we're joined by Tiffiany Holmes, resort director at Hawks Cay Resort in the Florida Keys, who shares their innovative strategies for keeping a long-standing resort fresh and appealing to today's travelers. Listeners will learn about: The Vacay Pup Program: Discover how Hawks Cay Resort transformed into a pet-friendly destination, going beyond just allowing pets to creating a comprehensive experience for four-legged guests, including a "pup planner" and pet-friendly amenit...

In this episode, you'll hear James Ferguson, Director of Culture at Wurzak Hotel Group, explain how they built an on-the-spot recognition program for their teams. You may also enjoy: How We Improved Employee Satisfaction From 2.5 to 4.7/5 on Glassdoor - James Ferguson, Wurzak Hotel Group Our "culture committee" helps us build and scale the culture we want - James Ferguson, Wurzak Hotel Group Hospitality Investment Today: What I'm Seeing Now - Jake Wurzak, DoveHill More episodes on culture and ...

In this episode, Jessica Gidari, Senior Director of Design and Concept Development at Union Square Events' Hospitality Lab, discusses the art of creating a standout brand in hospitality today through storytelling and experience design. Listeners will learn: The Importance of Brand Narrative: Discover why going beyond logos and fonts to craft a compelling story is crucial for your hospitality brand's success. Starting the Branding Process: Gain insights into the research and discovery p...

In this episode, Jason E. Brooks, a seasoned hospitality leader, discusses his latest book, "Every Leader Needs Followers." Jason shares his motivation for writing the book, dives deep into the challenges faced by hospitality leaders today, and presents solutions that you can use today. Listeners will learn about: The importance of maintaining your individuality while embracing leadership roles in hospitality. Balancing personal success with team success and the commitment required to achieve...

In this week's edition of "San Francisco Sundays," we're learning from Matt Humphreys, General Manager of the Hyatt Regency San Francisco, about creative things he and his team have done to welcome events and group business, delight these guests - and increase their own business performance as a result. If you care about hospitality, check out the Masters of Moments podcast where Jake Wurzak interviews top leaders in hospitality. His conversations with Bashar Wali and Matt Marquis are a great p...

In this episode, David Arraya delves into the transformative power of hospitality in all areas of our lives. Listen now to learn: How hospitality can serve as a fundamental human connection that transcends environments across cultures. The concept of "conscious hospitality" and how it can be applied in everyday interactions. Strategies for incorporating hospitality principles into personal relationships, family dynamics, and community engagement. Real-life examples of how hospita...

In this episode, we're joined by Nikki Glass, a trailblazing General Manager at Kimpton Hotels, to explore the transformative power of mentorship in hospitality. Nikki shares her insights on how mentorship can not only fast-track your career but also creates opportunities for others. Listeners will learn about: The importance of both formal and informal mentorship in leadership development. Nikki's approach to fostering organic mentorship relationships and her open-door policy. The creation ...

In this episode, Peter Mack, the founder and CEO of Collective Retreats and The Conservatory Collective, shares his journey from creating unforgettable experiences at Tough Mudder to innovating in the hospitality industry by connecting guests with nature through luxury retreats. You'll learn about: Innovation in Experience Design: Discover how Peter's background in designing challenging obstacle courses at Tough Mudder influenced his approach to creating unique hospitality experiences tha...

In this episode, Jeff Tisdall, Chief Business Officer at Accor One Living and the company's Global Head of Mixed Use, joins us to share the opportunities and challenges in hospitality-branded residences and mixed-use developments. Listeners will learn about: The expanding market for hospitality services beyond traditional hotels and how it's reshaping the industry. The concept of hospitality-branded residences and the unique approach Accor takes to innovate in this space. The direct and indi...

In this episode, Alex Walterspiel, Co-President and Chief Operating Officer of Sensei, shares what it takes to provide exceptional hospitality focused on wellness to the most discerning guests in the world. Listeners will learn about: The Founding of Sensei: Discover the origins of Sensei, co-founded by Larry Ellison and Dr. David Agus, and their mission to impact the world by preventing illness and improving health. Customized Guest Experiences: Understand how Sensei tailors each gues...

Ben Wolff is the co-founder and developer of Onera (IG: @StayOnera), a luxury treehouse resort in the Texas Hill Country. His experiential hospitality firm, Oasi, develops and manages a portfolio of landscape resorts, boutique hotels, and luxury retreats. In this episode, he shares what he sees holding innovation back in hospitality, how investment is changing in our industry, how shifts in booking behavior are guiding his marketing, strategies for operational efficiency, and trends in demand t...

In this episode, we're joined by David Arraya, an international hotelier, globe trotter, coach, and speaker. Listen now to learn about: Navigating Career Ambitions: The delicate balance between ambition and patience, and how to manage the consequences of career decisions. Building and Maintaining Relationships: Gain insights into the importance of keeping in touch with colleagues and handling professional transitions with grace. Overcoming Distractions: Discover strategies to combat th...

Do you want to sleep better - and help your guests sleep better? I'm hearing more and more people talking about this now, and hospitality providers are in the perfect position to help people sleep better - but you have to approach this the right way. That's why I'm excited to have JD Velilla (IG: @AskTheSleepNerd), the founder of Designing Sleep, joining us today. He specializes in creating great sleep experiences, and in this episode, you'll learn how to sleep better yourself and help those you...

Today, we're in Palm Springs, California, at the Saguaro Hotel to learn from its GM, Celeste Brackley. I heard about this property from speaking with their creative director, Stefan Merriweather, and this property really stands out to me as a guest. There is something fun, playful, and unfussy that feels really refreshing in a world of concepts that often take themselves too seriously. In this episode, you'll hear Celeste talk about Palm Springs, their unique approach to hospitality, and how she...

Scot Turner is the Founder & Managing Director of Auden Hospitality. With over two decades of experience working with prestigious brands and culinary icons (including Dorchester Collection, Alain Ducasse, Intercontinental Hotels, Conrad Hotels, Dominique Ansel, Frederic Vardon, and Harrods) he joins us today to share actionable insights for hospitality providers looking to elevate their food and beverage programs. Listen now to learn: Common Pitfalls: Learn where many hoteliers go wrong with...

Kristie Goshow is the Chief Commercial Officer for KSL Resorts, and in this episode, explains how "systems thinking" can help you lead your teams in engaging guests and driving business performance. This episode is brought to you with support from Sojern. Finding and appealing to travelers online means getting to know them, and that's why first-party data - the information you have about your guests - is so important to providing hospitality today. I teamed up with Sojern to study how hoteliers...

In this episode, Caitlin Ornitz, Vice President of Strategy at Champagne Hospitality, draws from her background in management consulting with McKinsey & Company to share how she pushes through tough industry problems to stay ahead of competitors, innovate, and attract guests. Listen to gain insights on how to empower your team, make big bets, and position your hospitality business to be durable and relevant for years to come. You may also enjoy: Our other episode with Caitlin: How Our Hotel...

The Broadmoor is the world's longest-running Forbes Five-Star & AAA Five-Diamond resort. In this episode, Ann Alba, Vice President and Resident Manager at The Broadmoor, shares her thoughts on careers, mentorship, legacy, and preparing for the future. Listen to be inspired by the vision she outlines of what excellence in hospitality leadership can look like. You may also enjoy: How We Use History To Delight Guests, Neighbors, and Staff (with Cynthia Leonard, The Broadmoor) This episode is br...

Sima Patel is co-founder and CEO of Ridgemont Hospitality, a hospitality development and management company in the San Francisco Bay Area, and she was also the first Board-elected Chair of Visit California, representing more than 20,000 tourism businesses here. She's a tireless champion of travel and tourism, and in this episode shares why every hospitality provider should care about promoting travel. Do you want your teams to make better decisions and free them up to provide the best hospitali...

Sponsored by Otelier - the software behind every great host. Sima Patel is the co-founder and CEO of Ridgemont Hospitality, a San Francisco Bay Area-based hospitality development and management company and the founder of Saaheli, a global community committed to educate, engage, and empower women to realize their true potential. In this episode you'll hear what she's learned about empowering others. Do you want your teams to make better decisions and free them up to provide the best hospitality...

Sponsored by Otelier - the software behind every great host. Sima Patel is one of the most widely respected leaders in hospitality, earning recognition as Hotelier of the Year by AAHOA and becoming the first board-elected Chair of Visit California, among other recognitions. Sima is the co-founder and CEO of Ridgemont Hospitality, a San Francisco Bay Area-based hospitality development and management company and in this episode, you'll hear her story of grit, resilience, and success in hospitalit...

Sponsored by Otelier - the software behind every great host. Glassdoor is sort of like those online reviews your hotels get on TripAdvisor and Google - but it's from employees. Because of this, it's a crucial place to monitor and improve if you want to attract talented people to your teams. In this episode, you'll hear James Ferguson, Director of Culture at Wurzak Hotel Group, explain how they've improved employee satisfaction and increased their Glassdoor rating from 2.5 to its current overall...