Hospitality Daily Podcast

In this episode, Katharine Ames , Chief Marketing Officer at the Indigo Road Hospitality Group , shares stories of hospitality that she's experienced from her teams and how it has impacted her personally and professionally. Listeners will learn: How the Indigo Road Hospitality Group takes its "Surprise and Delight" initiative seriously, going the extra mile to make guests feel speci...

In this episode, Katharine Ames , Chief Marketing Officer at the Indigo Road Hospitality Group , shares her journey from studying communications and hospitality in college to becoming a CMO in the hospitality industry. Listeners will learn: How Katharine's passion for hospitality was inspired by her father and their family dinners (06:02) The importance of paying attention to details, as demo...

In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide , shares his thoughts on supporting women and underrepresented groups in the hospitality industry. Listeners will learn: Why leaders need to recognize and address the lack of opportunity for underrepresented groups in business (01:30) How diversity in teams leads to...

In this episode, Stuart Greif shares his experience attending the Modern Elder Academy and how it can help individuals reconnect with their true selves and find fulfillment in their personal and professional lives. Listeners will learn: How the Modern Elder Academy helps individuals from diverse backgrounds bond and reflect on their lives and careers (03:29) The importance of rediscovering one&apo...

In this episode, Martin Soler , a former hotel general manager who is now a fractional CMO for large travel tech companies and the co-founder of 10minutes.news , shares his observations and insights from the Paris Olympics and how they can be applied to the hospitality industry. Listeners will learn: How the Paris Olympics were surprisingly well-organized and created a fantastic vibe in the city,...

In this episode, Bashar Wali , founder and CEO of Practice Hospitality and This Assembly , shares his perspective on whether it is harder or easier than ever to build strong guest relationships in the hospitality industry. Listeners will learn: Why Bashar believes it is easier than ever to build guest relationships due to the availability of information on social media and the low bar for exceedin...

In this episode, Katharine Ames , Chief Marketing Officer at the Indigo Road Hospitality Group , shares her insights on the opportunities for post-stay engagement in the hospitality industry. Listeners will learn: Why post-stay engagement is the most untapped opportunity in the hospitality industry (01:15) How the retail industry has excelled at following up with customers after a transaction (01:...

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 restau...

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 sta...

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 hote...

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.   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...

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.   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 g...

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.   A few more resources: If you're new to Hospitality Daily, start here .  You can send me a message here with questions, comments, or gues...

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.   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 wan...

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.   A few more resources: If you're new to Hospitality Daily, start here .  You can sen...

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. 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 you...

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 abo...

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...

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 Mack...

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 Evolut...

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 A few more resources: If you're new to Hospitality Dai...

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&a...

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 A few more resources: If you're new to Hospitality Daily, start here .  You can send me a message here with questions, com...

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 fram...

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...