Episodes

In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares what she learned after a retreat at Six Senses Kyoto led by Dr. Ingrid Yang, and why the idea of "collective effervescence" matters for anyone building places where people gather. Susie also reflects on why people haven't fundamentally changed, why work is increasingly where connection happens, and the everyday moments that matter as much as any retreat. Previous episodes with Susie: ...

In this sponsor bonus episode, Jerimi Ford, the Chief Innovation Officer at Actabl and founder of Transcendent, shares how AI Asset Setup is turning a days-long manual process into a 30-second photo capture, and why accurate asset data is the foundation for better capital budgeting, preventive maintenance, and benchmarking across your portfolio. You'll also hear how gamification and associate engagement features are driving real culture change on property. Learn more about AI Asset Setup from A...

In this episode, Franck Desplechin, the Founder and Executive Hospitality Consultant at Incrementum, shares what he's learned from conducting undercover quality audits at luxury hotels, arriving with his wife and two young kids so they're never flagged. He breaks down the quiet, repetitive service failures that never generate complaints but drive guests away, and why emotional presence matters more than hitting every scripted touchpoint. If you're running a property and wondering why satisfactio...

In this episode, Jason Littrell, the founder of Kinetic Management Systems, shares a playbook for winning the before, during, and after guest conversations using AI. You'll hear his tactical approach to Google Business Profile optimization, the NPS-to-Google-review funnel that drives a 4.71-star average, and why responding to missed calls is one of the highest-ROI moves in hospitality. Watch us here on YouTube Connect with Jason on LinkedIn Resources mentioned: High Level Sean Finter's "Napkin...

In this episode, Sofia Vandaele, General Manager of the InterContinental New York Barclay and Regional Director for IHG Lifestyle and Luxury, shares how growing up in her parents' Belgian banquet hall shaped her view of hospitality, what working with Blackstone taught her about being a business leader, and why health challenges in COVID changed how she leads her team today. Sofia is interviewed by Emily Goldfischer, founder of hertelier and Hospitality Daily's career correspondent. Read the com...

In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares how an AI meditation coach on a jhana retreat accelerated her practice and what that experience revealed about the future of guest-facing AI in hotel wellness. She explores why hotels need a wellness recommendation engine rather than just a menu, why AI can understand a guest in 200 words, and the "personal data vault" concept that could solve the privacy problem holding back luxury well...

In this episode, Chris Cline, the General Manager of Hotel Santa Barbara, shares the story of renovating a nearly 100-year-old, 75-key boutique hotel without closing its doors and why keeping his team employed through the process preserved knowledge that proved essential. Chris details how local partnerships with artisans bring Santa Barbara's community into every guest room, and how the hotel's new lobby bar, 1926, honors a centennial while looking forward. Mentioned in this episode: Hotel San...

In this episode, Chris Cline, the General Manager of Hotel Santa Barbara with Geronimo Hospitality Group, shares what independent hospitality provides. Chris explains how Geronimo's 11-month "Living as a Leader" training program, their owner-operator structure, and a culture built on trust and engagement create an environment where both team members and guests thrive. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments,...

In this episode, Valerie Ferguson, the former Regional General Manager of Resorts at Walt Disney World, shares what multi-generational travel reveals about guest behavior, loyalty, and long-term revenue. Drawing from her experience across luxury and large-scale operations, she explains why family travel is expanding across three generations and how that shift is reshaping expectations. You’ll hear how shared experiences, not amenities, drive repeat visits, and how hotels can design activities an...

In this episode, Amanda Frasier, the President of Standards and Ratings at Forbes Travel Guide, shares with hertelier founder Emily Goldfischer what goes into hosting their annual summit in Monaco for the world's top hoteliers, how their star rating system actually works across 500+ evaluation standards, and where Forbes Travel Guide is expanding next into river cruises, trains, and adventure travel. You'll also hear about the new Women in Leadership Survey from hertelier, which found the percen...

David Mariotti is a veteran hospitality leader with experience including roles as GM, area GM, and VP of Operations at Remington Hospitality, managing properties like One Ocean Resort & Spa in Atlantic Beach, Florida. Recently, David began volunteering at the Gabriel House of Care, a nonprofit hospitality house on the Mayo Clinic campus in Jacksonville, Florida, that provides affordable lodging to organ transplant and cancer patients and their caregivers. In this conversation, David shares how...

A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf you 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.If you want to advertise on Hospitality Daily, here are the ways we can work together.If you found this episode interesting or ...

In this episode, Mike Baxter, House of Gods founder, shares why boutique hotels should be defined by purpose rather than aesthetics, and what gets lost when chains acquire boutique brands. From the financial foundations that need to come first to his concept of "demand sovereignty," Mike offers a direct challenge to operators who treat guest experience as an add-on revenue line. This episode is hosted by our guest experience correspondent, Danica Smith. A few more resources: If you're new to ...

In this episode, Mike Baxter, House of Gods founder, shares the origin story behind his boutique hotel brand and why he believes most hotels confuse boutique aesthetic with actual boutique identity. Mike explains why story and purpose matter more than design trends, and how the right narrative attracts both guests and team members who believe in the product. Listen for his take on why hotels should be a fantasy, not a nicer version of your living room. This episode is hosted by our guest experi...

In this episode, GB Sharma, the Founder and CEO of Mosaic Hospitality, shares how hotel owners can build a unified commercial engine and turn proprietary data into a competitive moat. GB breaks down the zero-click search shift reshaping discovery, why you should focus on data cleansing, and how structured proprietary data becomes a valuation layer at exit. Watch this conversation on YouTube A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here wi...

In this episode, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why development-driven leadership outperforms and how understanding each team member's individual motivation builds the kind of loyalty that survives busy weekends and hard shifts. If you're trying to engage Gen Z or rethink how you lead frontline teams, Franck's approach is worth learning from. Also see: Beating The Trap That Burns Out Hospitality Leaders A few more resources: I...

In this episode, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why chasing titles without alignment leads to burnout and how redefining growth as depth rather than height changed his career. From becoming the youngest executive chef of a St. Regis to finding fulfillment through coaching his team, Franck offers a practical perspective on staying connected to the craft that brought you into hospitality. A few more resources: If you're new to H...

In this episode, Dr. Noah St. John, keynote speaker, executive coach, and author of 27 books, shares why most organizations are failing at AI adoption, not because of the technology, but because they're ignoring the human operating system required to use it. He walks through his "invisible brake" framework for identifying and removing the hidden fear and friction that keep teams from leveraging AI, and offers a practical starting point any leader can act on today. Links: Noah St. John on Linke...

In this episode, Kimberly Ofrecio, Group Commercial Director at Macdonald Hotels & Resorts, talks with our guest experience correspondent Danica Smith about what it takes to lead as a woman in hospitality, from unlearning the need to have all the answers to navigating the double standards that still exist in C-suite roles. With only 14% of hospitality C-suite positions held by women, Kimberly shares how her cross-industry, cross-cultural career shaped a leadership style built on directness, empa...

In this episode, Kimberly Ofrecio, the Group Commercial Director at Macdonald Hotels & Resorts, shares what hotels can learn from airlines and luxury retail about data discipline, personalization, and commercial strategy. This conversation will challenge you to rethink what happens before a guest ever arrives at your property. This episode is hosted by our guest experience correspondent, Danica Smith. A few more resources: If you're new to Hospitality Daily, start here. You can send me a mes...

In this episode, Azim Saju, the CEO of ARK Holdings, shares why he's raising financial literacy for every team member in his hotels, from housekeepers to front desk agents, and how that directly impacts hotel valuations, renovations, and retention. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf you want to get my summary and actionable insights from each episode delivered to your...

In this episode, Patrick Norton, Chief Marketing Officer and Partner at Brittain Resorts and Hotels, shares how his team drives 85% direct bookings across 30+ properties by building an always-on commercial engine that generates demand rather than waiting for it. Patrick explains why he moved the CDP to the center of his technology stack rather than the PMS, how his Seasons of Rewards campaign generated $102 million in revenue with a 5,500% ROI, and why he treats OTAs as one-time matchmakers to b...

In this episode, Ben Campbell, the President and CEO of Hospitality America, shares why the traditional path from frontline roles to executive leadership is at risk in an AI-driven world, and what hotel companies need to do about it now. Ben discusses how he's challenging his executive team to rethink talent development, why cross-functional training across properties could be the new leadership pipeline, and why he's cautious about deploying AI tools to properties before solving for confirmatio...

In this episode, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, asks Josiah Mackenzie what's on his mind recently. What's your take? Send him a note here A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you 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...