Hotelier Huddle

From selling room nights to filling planes, Matt Borger has spent over two decades navigating the commercial side of hospitality and aviation — from Business Development Manager roles at Mantra and Seville, to Director of Leisure Sales at Mirvac, to his current role as Airlines and Partnership Manager for Newcastle Airport and Chairperson of Destination Port Stephens. Shannon and Matt unpack why c...

Curious about how to navigate career changes?   In this episode, Shannon sits down with Stephen Fraser — hospitality veteran, former tech industry leader, and Head of Reservation Services at EVT Connect Hospitality — to talk career pivots, transferable skills, and what it really takes to build a reputation that opens doors. Whether you're in hotels or not, this one's for you. This episode...

What if two simple habits could change everything about how you lead? In this episode, Shannon sits down with Heidi Gempel — executive coach, former VP or revenue and distribution management at Minor Hotels, and founder of HGE International to talk leadership, courage, and the habits that separate good leaders from great ones. Whether you're a hotelier or not, this one's for you. In this e...

Mike Godfrey on Filters, Shoulders, and Trusting Pace: 🚗 Career Journey Across Two Facets of Travel 🎯 The Car Rental Lesson: Embracing Minimum Length of Stay 🔧 Minimum Stay as Filter, Not Force 😰 Don't Panic Over Empty Books 📊 Focus on What Matters 🚛 The "Jargon Junkie Crap Truck" Moment Host: Shannon Knapp Producer: Heidi Egger Need help developing your hotel team’s revenue management and c...

⭐"Hoteliers have boardroom-grade skills but are too busy changing rates and putting out fires to notice. Janet McBain 's message to every professional at every level: stop underrating yourself. Whether you're a night auditor or a regional GM, you've been brilliant this whole time! Host: Shannon Knapp Producer: Heidi Egger Need help developing your hotel team’s revenue management and commercial sk...

In this episode of the Hotelier Huddle podcast I spoke with Andrew Turner: 📈 How my former boss grew a hotel empire by hiring people smarter than himself (and then I did the same in the Revenue team!) 🏆 Why a receptionist beating senior executives for Employee of the Year reveals everything about building great hotel culture where people want to work 👂 The career advice every hospitality profes...

🏨 Why owner-operators of boutique properties are never truly off duty, and how to find joy in every moment when late-night emergencies are part of the lifestyle ☕ The 23-year breakfast ritual that transforms staff culture: how sharing daily meals creates genuine familial warmth that guests can actually feel 💻 How computer engineering skills unexpectedly saved a boutique hotel: from IT infrastru...

🏨 From Hotel Rooms to Breakthroughs, Kelley Wacher shares her journey from Thomas Cook Travel and hotel sales to becoming an executive coach who helps leaders unlock their own potential. 💡 "Stop Selling, Start Serving", Discover why reframing sales as service transformed Kelley's approach to hospitality and now powers her coaching philosophy. 😰 99% of Executives Struggle with This...

Today's conversation with Michael Johnson is exactly what this podcast is about: Bridging that gap between the executive suite and the housekeeping closet, between 45 years of experience and day one nerves. Michael's seen it all, led through it all, and pivoted when needed. Whether you're a student wondering if hospitality is your calling or a veteran considering what's next, this...

🎙️ Jasmine Xie's accidental hotel career path proves you don't need a perfect plan, just curiosity and openness to learning.💡 Selling rooms isn't just about occupancy, it fluctuates inventory, impacts F&B revenue, affects parking income, and changes rosters across housekeeping, porters, and kitchens. We break down the business mindset that transforms reservation agents into strate...

From Mirvac's magic sauce to Starwood's global machine to his own creative ventures, Andrew Taylor has seen hotel development from every angle. Why are basement gyms obsolete? What do office conversions in Paris and Sydney have in common? And when did 'design for design's sake' stop working? Andrew's betting on precincts, wellness as revenue, and the next generation. Plus t...

What does it take to become a hospitality leader? Joaquin D'Orazio is finding out; from washing dishes at a historic New Jersey inn to managing guest relations at a five-star Boca Raton resort, all while earning his degree and winning HSMAI's Peter Ricci Scholarship. In this conversation, Joaquin shares wisdom well beyond his years: why every hotelier should know every role (from bellman t...

Marketing expert Eve Weatherburn of Brand Journey builds the capability of teams to design, deliver and promote experience-led brands that come to life. In this fascinating conversation, Eve shares fresh perspectives on hotel branding from 30+ years leading brand strategies across Asia Pacific, Europe, and the US for major groups including Radisson, IHG, and Anantara. Learn what hotels can adopt f...

What if the key to better hotel revenue management isn't more spreadsheets, but fewer rate changes? In this refreshingly candid episode, Revenue & Distribution Manager Matt Camp challenges the industry's obsession with over-engineering every decision.  From using anecdata as a legitimate data source to asking whether you're revenue managing or day trading, Matt shares hard-won wisdom from 25 y...

Award-winning hotel general manager Greg Brady shares 8 essential leadership lessons from 30+ years running properties including Sofitel Sydney Darling Harbour (Australasian Hotel of the Year). Learn how to build lasting culture, stay calm during emergencies, build top performing teams, challenge outdated practices, and prioritise people over profits. Greg's unconventional path from teacher and po...

Dr David Haberlah has a geology PhD, taught third graders in Northern Queensland, and now leads AI globalisation at a major hotel tech company. He joins Shannon to discuss artificial intelligence in hospitality. Learn why AI models have different personalities, how to handle employee data security, and how to match guests with experiences they'll actually love. Discover what to implement now, why...

In this episode of the Hotelier Huddle, Shannon Knapp interviews hotel sales and marketing leader Tracy Martin, founder of the Wisdom Well, discussing her journey in the hospitality industry, the transition to hotel consulting, and the importance of integrity and guest experience. They explore sales strategies, the challenges of going solo, and the unique demands of hotel management, culminating i...

Tips for converting direct bookings. Shannon and Tamie Matthews (RevenYou) discuss why full occupancy isn’t always the most profitable; how content parity drives hotel bookings; GOPPAR and RevPAR; teaching hotel revenue management with candy; why you should invite housekeeping to revenue meetings; career advice for new hoteliers; Tamie’s “go to jail” rule on staff respect. CHAPTERS 00:00 Introduct...

Hotel profit follows purpose. Shannon and Alexia Kalis (Kalis Hospitality Group) discuss starting out in hospitality; keeping hotel staff motivated; restaurant menu pricing and psychology; the importance of learning from different departments; the craft of designing experiences that guests want to repeat. CHAPTERS 00:00 Introduction - Hotel Career Journey 02:52 Dynamic Nature of Food and Beverage...

Hotel profits can sometimes suffer from short term thinking and misaligned teams. Shannon and Francis Purvey (Sunlark Associates) discuss the benefits of hotel revenue and sales managers working together; why you should bring housekeeping into revenue meetings; improving performance with 12 minute stand-ups; the impact of AI on hotel revenue management; shared incentives that lift TRevPAR; and avo...