Hospitality Daily Podcast
Stay informed and inspired to delight people and grow your business with daily conversations with interesting people doing interesting things. Hosted by Josiah Mackenzie.
Episodes
Scaling Hospitality Without Losing What Makes You Special - Lily Wecker, Aethos
Scaling a hospitality brand is about more than adding new properties. The real challenge is preserving the culture, service, and sense of connection that made the brand successful in the first place.In this episode, Lily Wecker, CEO of Aethos, shares how the company approaches growth by investing in people first, choosing locations with intention, and expanding alongside the communities they serve
Hospitality Marketing Should Feel Human - Lily Wecker, Aethos
Creating a memorable hospitality experience is only part of the challenge. Communicating it in a way that feels just as human is what sets great brands apart.In this episode, Lily Wecker, CEO of Aethos, explains how the company's human-centered philosophy shapes its marketing and communication. She shares why Aethos prioritizes people over products, how its campaigns capture the spirit of the
The Dinner Game Aethos Uses to Build Connection - Lily Wecker, Aethos
In this episode, Lily Wecker, the CEO at Aethos, shares how the brand designs guest experiences around 360-degree wellbeing rather than entertainment alone. She walks through Aethos's mix of outward-facing programming, DJ nights, live sketching, listening sessions, and inward-focused rituals like a personal-question card game played after community dinners.You'll hear why Lily believes w
Stop Guessing About AI. See What Hotel Leaders Are Actually Doing. (Nazpari Aydin, Destination AI) [Sponsor Bonus]
In this special bonus episode, Josiah Mackenzie and Nazpari Aydin, Founder and Managing Director of Destination AI, introduce the State of Hotel AI survey, a study designed to reveal what's really happening with AI across the hotel industry, where it's delivering results, and where it still falls short. They discuss why an honest look at AI adoption matters, how the findings will help yo
Why We Break the Rules to Deliver a Feeling - Lily Wecker, Aethos
In this episode, Lily Wecker, CEO of Aethos, shares how her teams break hotel brand standards to deliver a feeling rather than a checklist. You'll hear why one property has no TVs in the rooms, why she tells front desk teams to observe guests instead of predicting what they want, and how a GM in Sardinia turned beach rocks into welcome-card holders.This conversation is hosted by our innovati
Human-to-Human: Rethinking Luxury Hospitality - Lily Wecker, Aethos
In this episode, Lily Wecker, CEO of Aethos, explains why she believes the future of luxury hospitality is shifting away from status and product, and toward genuine human connection. In conversation with our innovation correspondent Matthias Huettebraeuker, she shares how Aethos is redefining luxury through community, belonging, and a human-to-human approach to service. It's a fresh perspecti
Listening to Yourself: A Hotel CEO on the Setback That Reset Her Leadership - Lily Wecker, Aethos
This episode introduces our week-long series with Lily Wecker, CEO of Aethos, in conversation with our innovation correspondent Matthias Huettebraeuker. She reflects on her journey and a pivotal moment that changed how she thinks about success, leadership, and listening to yourself. A few more resources:If you're new to Hospitality Daily, start here. You can send me a message here with questi
Where AI Actually Pays Off in Hospitality, and What Owners Should Demand - Ben Rafter, Hotel Equities
In this episode, Ben Rafter, CEO of Hotel Equities, shares where he believes AI is already delivering measurable results in hospitality and why operational applications are advancing faster than guest-facing experiences. He explains how Hotel Equities evaluates and tests new technology through HE Labs, the questions hotel owners should ask when selecting a management company, and where he sees AI
How AI Addresses the Biggest Cost in a Hotel: Labor (Ben Rafter, Hotel Equities)
In this episode, Ben Rafter, CEO of Hotel Equities, shares how his team is using AI, data, and real-time operational insights to improve labor management, often the largest controllable expense in a hotel. He explains how better scheduling and smarter decision-making create opportunities to improve efficiency while maintaining the guest experience. You'll also hear why data alone isn't e
Why Hotel Ownership Is Becoming Unsustainable, and What We're Doing About It - Ben Rafter, Hotel Equities
In this episode, Ben Rafter, CEO of Hotel Equities, shares why he believes today's hotel operating model is becoming increasingly unsustainable for owners. He explains the growing pressure from labor, insurance, and other operating costs, why healthy hotel ownership is essential for the entire industry, and how Hotel Equities is responding through its problem-first innovation initiative, HE L
How Hotel Companies Turn AI Into Competitive Advantage - Steven Moore & Joseph Benjamin, Actabl [Sponsor Bonus]
The use of AI is one of the biggest strategic questions in hospitality, and many hotel leaders face the same challenge: they believe in the potential, but need a clearer path from experimentation to measurable results.In this episode, Actabl CEO Steven Moore and CTO Joseph Benjamin explain Actabl's new forward-deployed engineering offering for the hotel industry. They discuss why data foundat
Hospitality's Perspective Problem - Martin Soler
Martin Soler shares one of the most common challenges in hospitality: seeing the industry only through your own perspective. Drawing on his experience as a hotel operator, technology leader, and advisor, Martin explains why great ideas often fail when we don't fully understand other viewpoints. He shares practical ways to adopt different viewpoints, make better decisions, and evaluate opportu
Personalization Is an Art - Martin Soler
Personalization is one of hospitality's most important goals, but is it really a technology problem? In this episode, hospitality advisor and former hotel general manager Martin Soler explains why guest preferences are far more contextual and dynamic than many systems assume. Drawing on examples from both hospitality and everyday consumer technology, Martin explores the limits of hyper-person
The PMS Wars: AI Changes the Interface, Not the Foundation - Martin Soler
Martin Soler returns to explore "The PMS Wars," his ongoing series examining one of the most important shifts in hotel technology. What started as a race from legacy systems to cloud-based PMS platforms is now evolving into a conversation about AI, data infrastructure, and the future of hotel operations.In this episode, Martin explains why hospitality adopts technology differently from o
The Paradox of Hospitality Innovation - Martin Soler
Hospitality is often criticized for lagging behind on technology. Martin Soler sees it differently. In this episode, he explores the paradox of hospitality innovation, arguing that hotels have frequently been ahead of other industries while also becoming burdened by technology that adds complexity rather than removing it. This conversation examines how AI could reverse that trend, freeing hospital
Where to Start with Hotel Technology - Martin Soler
In this episode, Martin Soler shares where hoteliers should focus as technology and AI reshape the industry. Recorded ahead of HITEC 2026, Martin explains why strong data foundations matter more than the latest AI tools, how to evaluate technology vendors through the lens of integrations and APIs, and what hotel leaders should prioritize today to prepare for what's next. If you're trying
AI That Works for Hotel Leaders Is Finally Here: The Story Behind How Actabl Built Altitude to Turn Data Into Answers You Can Trust - Stephen German, Actabl [Sponsor Bonus]
This episode is sponsored by Actabl. Learn more about its new product, Altitude, here. For years now, AI has promised hotel leaders something it hasn't delivered: the ability to ask a question and get an answer you can actually trust. Today, that changes with the launch of Actabl Altitude.In this episode, I sit down with Stephen German, Actabl's SVP of Product, to tell the story behind i
The Best Leaders Create More Leaders - Dina Winder, Highgate
What separates good leaders from great ones? According to Dina Winder, the EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), the answer is simple: great leaders create more leaders. In this conversation, Dina shares why she has dedicated so much of her time to mentoring future hospitality professionals through Highgate, HAMA, and AHLA's FO
What's Really Going On in the Hotel Industry Right Now? (Dina Winder, Highgate)
What's really going on in the hotel industry right now?In this episode, Dina Winder, EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), shares her perspective on the forces shaping the hotel industry today. Drawing on conversations with owners and asset managers across the industry, she explains why demand has remained the top concern in mu
How to Show Up Well on Owner Calls - Dina Winder, Highgate
Monthly owner calls are often viewed as performance reviews, but Dina Winder sees them differently. As EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), she believes the most productive conversations focus less on what happened last month and more on what happens next.In this episode, Dina shares how hotel leaders can prepare for owner calls mo
Hotel Success Still Comes Down to One Person - Dina Winder, Highgate
Hotels have more technology, data, and operational tools than ever before. Yet some properties consistently outperform while others struggle to execute.In this episode, Dina Winder, EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), shares why she believes hotel performance still comes down to leadership. You'll hear why the GM remains the
Asset Management Is Hospitality's Most Misunderstood Career - Dina Winder, Highgate
Dina Winder is EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA). In this episode, she shares the unexpected path that led her into hospitality, from investment banking and real estate to one of the hotel industry's most influential roles: asset management.Dina explains what asset management means in a hotel context, how asset managers repr
Why We Use AI to Make Our Hotels More Human - Rob Smith, Stonebridge Companies
In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares an operator's view on how AI can be used to take mundane, repetitive work off people's hands so they can spend more time with guests.You'll hear his "find us a drive-through window" philosophy of letting the best ideas come from people on property, why he sees scheduling and forecasting as t
The Culture That Drives Our Outperformance - Rob Smith, Stonebridge Companies
In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares what he's found keeps people engaged and performing at their best. He also explains how culture is what underpins the outperformance that hotel owners care about. 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 suggesti
How We Grew While the Market Shrank - Rob Smith, Stonebridge Companies
In this episode, Rob Smith, the President and CEO at Stonebridge Companies, shares an operator's read on why top-line growth — not cost-cutting — is a sustainable path through today's environment of profit pressure. He explains how Stonebridge grew same-store revenue by 7.8% in 2024 while the market grew by 1.8%, why their revenue-management-first approach drives 41% direct bookings at t
How I Stopped Getting Through the Day and Learned to Think Strategically - Rob Smith, Stonebridge Companies
In this episode, Rob Smith, the CEO and President of Stonebridge Companies, shares the unlikely path that took him from an accounting degree to running his own hotel by 25 and then spending 17 years as a hospitality leader in the Caribbean.You'll hear how a Caribbean hotel owner taught him to stop just getting through the day and start thinking strategically, why working alongside people from
What a Founder Learns Inside a Big Hospitality Company - Tamara Lohan, Hyatt
In this episode, our career correspondent and hertelier founder Emily Goldfischer continues her conversation with Tamara Lohan, Global Brand Leader for Luxury at Hyatt.Tamara shares what it's like to step inside a large company after co-founding and building Mr. & Mrs. Smith for more than two decades. She gets into the difference between a mentor and a sponsor, why she wishes she'd b
Why Guests Hate Scripted Service - Tamara Lohan, Hyatt
In this episode, our career correspondent and hertelier founder Emily Goldfischer continues her conversation with Tamara Lohan, Global Brand Leader for Luxury at Hyatt,Tamara shares why today’s guests increasingly reject scripted hospitality experiences and what great service looks like instead. The conversation explores emotional intelligence in hospitality, the importance of “reading the room,”
Travelers Want Hotels With a Point of View - Tamara Lohan, Hyatt
What makes a luxury hotel memorable today?In this conversation, our career correspondent and hertelier founder Emily Goldfischer, sits down with Tamara Lohan, Global Brand Leader for Luxury at Hyatt, to discuss why travelers are increasingly drawn to hotels with a strong sense of place and identity. They also explore Hyatt’s luxury growth strategy, the role of storytelling in hospitality, and how
"The Anticipation Layer" and the Future of Hospitality - Arnold Amrhein
In this episode, Arnold Amrhein, VP of Investments at CREO Capital, shares the idea behind his widely discussed article "The Anticipation Layer." He explains why data is becoming an asset, what hoteliers lose every time a booking comes through an OTA, and how AI could eliminate the long-standing trade-off between scale and soul in hospitality. A thoughtful conversation on the future of h
Hospitality Works Best When Owners Think Like Operators - Arnold Amrhein
In this episode, Arnold Amrhein, Vice President of Investments at CREO Capital, shares what his career — from guest relations at Rosewood London to institutional hotel investment across Southern Europe to private equity in Latin America — taught him about the gap between operators and owners, and why closing that gap matters for everyone in the business. If you work in hotel operations and want to
The Soul Community Planet Playbook for Performance and Purpose - Pam & Ken Cruse, SCP Hotels
In this episode, Ken Cruse, Co-Founder and CEO at SCP Hotels, and Pam Cruse, Co-Founder and CMO at SCP Hotels, share their perspective on why values-led hotels are outperforming the broader industry on EBITDA, where guests are actually drawn now that a significant majority distrusts AI, and how vertical integration lets them move faster than chain-affiliated operators ever could.Mentioned in this
Bad AI: The Risks Too Many Hoteliers Are Missing - Chris McDowell & Justin Call, Actabl [Sponsor Bonus]
In this episode, Chris McDowell, Chief Information Security Officer at Actabl, and Justin Call, Chief Legal Officer at Actabl, unpack the growing AI risk that many hotel leaders still underestimate. They explain how people across hospitality are already uploading confidential guest and operational data into public AI tools like ChatGPT and Claude, why privacy and compliance rules still apply once
"Speed Up to Slow Down": AI and the Luxury of Time - Burak Ipekci
In this episode, Burak Ipekci, the General Secretary of Les Clefs d'Or International and Head Concierge at London's Royal Horseguards Hotel, shares an operator's view of what AI can do in hospitality: take the mundane off your hands so your team has the freedom to sit in the lobby, learn a guest's name, and build the kind of relationship where a guest becomes a friend.If you&ap
The Concierge Mindset - Burak Ipekci
In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and General Secretary of Les Clefs d'Or International, shares his case for why the hospitality industry is splitting into two distinct businesses, and why only one of them can justify calling itself a hotel. He explains the "concierge mindset" as a philosophy that should run through every role, why emot
What It Takes to Earn the Golden Keys - Burak Ipekci
In this episode, Burak Ipekci, Head Concierge at The Royal Horseguards Hotel and General Secretary of Les Clefs d'Or International, explains what the golden keys actually mean inside the concierge profession, and what it takes to earn them. He shares his journey from becoming a concierge in New York in 1999 to helping lead one of hospitality’s most respected global organizations across 85 cou
Pick Your Boss (And Other Career Advice) - Burak Ipekci
In this episode, Burak Ipekci, Head Concierge at The Royal Horseguards Hotel in London and Secretary General of Les Clefs d'Or International, shares a practical view of the decisions that shape a career in hospitality — why the boss matters more than the brand, how to read a leader's character in an interview, and why asking questions is the most underused skill in business.Watch our ful
Why Work in Hospitality - Burak Ipekci
In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel in London and General Secretary of Les Clefs d'Or International, makes the case for why working in hospitality is worth it. He shares why the instant gratification of hotel work is unlike anything in other industries, and why the world has changed but the energy hasn't. Watch our full conversation here on Yo
Energy Fit - Burak Ipekci
In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and Secretary General of Les Clefs d'Or International, shares why hiring a great concierge isn't enough if the energy doesn't match the property. You'll hear how he advises hotel leaders opening new properties to think about the match between a person and a place, and why fit matters as much in hir
Hire For The Spark - Burak Ipekci
In this episode, Burak Ipekci, the Head Concierge at The Royal Horseguards Hotel and Secretary General of Les Clefs d'Or International, shares his view on hiring: why he decides in five minutes whether to spend 55, why great concierge careers start with someone spotting them first, and why caring for people is the one thing you cannot teach. A few more resources:If you're new to Hospital
Guests are Complex. Hospitality Needs to Catch Up. (Philippa Wagner)
In this episode, Philippa Wagner, the Founder of People Places Spaces, and former head of 23 Lab at Ennismore, shares why the hotel industry's segmentation habit is breaking down, what the solo traveler actually wants, and why community can't be manufactured.Learn more about The Future Guest Report A few more resources:If you're new to Hospitality Daily, start here. You can send me
Could Human “Messiness” Be Hospitality’s Biggest Advantage? - Philippa Wagner
In this episode, Philippa Wagner, the Founder of People Places Spaces, shares an honest perspective on AI and tech in hospitality, drawing on her Future Guest research. She explains why guests forgive people but not technology, where AI belongs in operations, and how the right tech finally lets you hire for personality instead of tech skills. If you've sat through one too many high-level AI p
Why Our Approach to Hotel Data Earned a Patent and Prepares Hotels for AI - Clark Brayton, Joseph McGroarty & Pritesh Patel, Actabl
In this episode, Joe McGroarty, Clark Brayton, and Pritesh Patel of Actabl share why hotel data has been broken for decades, how their team built the patented normalization layer that fixes it, and why getting this right matters more in an AI-enabled world. You'll hear what's actually happening when revenue isn't easy to report on across your portfolio, the three questions to bring
The Scorecard That Turns Hotels Into Meritocracies - Chris O'Donnell, Aimbridge Hospitality
In this episode, Chris O'Donnell, the President of Select Service Division at Aimbridge Hospitality, shares how the balanced scorecard turns hotel operations into a meritocracy. You'll hear how Aimbridge cascades five universal metrics from CEO Craig Smith down to every property, why turnaround success starts with quick wins, and the bias-for-action principle Chris carries into every pro
Why "Cut, Cut, Cut" Fails Hotel Owners - Chris O'Donnell, Aimbridge Hospitality
In this episode, Chris O'Donnell, the President of Select Service at Aimbridge Hospitality, shares what it takes to drive hotel profitability for owners amid rising costs and muted top-line growth. He explains why the "middle of the P&L" is where the work gets done, why cutting labor can cost more than it saves, and how investments in tools, training, and culture can lower turno
What Successful Select Service Hotels Do Differently - Chris O'Donnell, Aimbridge Hospitality
In this episode, Chris O'Donnell, the President of the Select Service division at Aimbridge Hospitality, explains where select service hotels are heading and why technology only matters if it gives hotel leaders time back. Chris breaks down how the line between full service and select service has narrowed, how data is reshaping operational decision-making, and why traditional annual budgeting
Why Hospitality Creates Energy Unlike Any Other Career - Chris O'Donnell, Aimbridge Hospitality
In this episode, Chris O'Donnell, President of Select Service at Aimbridge Hospitality, shares why hospitality is an industry that creates both energy and opportunity. 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 deli
AI's Role in Helping Hospitality's Talent Challenges - Andrew Arthurs & Stephen German, Actabl [Sponsor Bonus]
In this episode, Andrew Arthurs, the President and COO at Actabl, and Stephen German, the SVP of Product Management at Actabl, share how AI can support new hospitality providers and experienced hotel leaders. You'll hear why associate-facing technology matters as much as guest-facing tech, how an "AI coach" can replicate the decision-tree logic of a seasoned operator, and what to do
The Truth About Vibe Coding and AI in Hospitality - Susie Arnett
In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses, shares her real-world take on vibe coding and what AI tools actually deliver when a non-technical person tries to build a digital product. She explains why the promise that anyone can build anything is overstated, what platforms like Replit are useful for, and where she sees the real opportunity for hotels to give t
What a NYC Luxury Hotel Operator Sees Coming Next - Sofia Vandaele, IHG
In this episode, Sofia Vandaele, General Manager of the InterContinental New York Barclay and Regional Director for IHG Lifestyle and Luxury, shares an operator's read on running a flagship hotel in 2026. You'll hear how she manages cost discipline when expenses have outpaced ADR recovery, why she frames union work as a framework to build on, where AI is showing up in her operation, and
What Designer Hotels Miss About Real Hospitality - Tom Michelberger & Matthias Huettebraeuker
In this episode, Tom Michelberger, founder of Michelberger Hotel in Berlin and Michelberger Farm in Brandenburg, shares with our innovation correspondent Matthias Huettebraeuker why depth beats scale, why most designer hotels lose their edge after a few years, and what it takes to integrate into a community without performing for it. After 17 years and one hotel, Tom resists the word "concept
AI Search Is Binary, Your Hotel Appears or It Doesn't - Nick Slavin, Curacity [Sponsor Bonus]
In this episode, Nick Slavin, the CEO and co-founder of Curacity, shares his front-row perspective on why hotel discovery is being rewritten by AI, what 94% of hotels are missing on their own websites, and how independent properties can use this moment to take market share back from the OTAs.You'll hear the difference between ranked search and binary AI search, why third-party media coverage
Why the Future of Hospitality Talent Is Bright - Stuart Greif, Forbes Travel Guide
In this episode, Stuart Greif, the Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how the organization is helping develop the next generation of luxury hospitality professionals as global demand outpaces the supply of trained people. You'll hear about the Energizer e-learning exercises teams can run during a daily standup, the Rising Stars program at Le Logis in Cognac,
Stop Treating AI Like a Threat to Hospitality - Peter Ricci, Florida Atlantic University
In this episode, Dr. Peter Ricci, Director of the Hospitality and Tourism Management Program at Florida Atlantic University, shares a practical view of AI in hospitality. He explains why the fear around AI is overblown, where it fits best in operations, and how leaders should use it to support better decisions without losing the human judgment guests still need. You’ll hear how Peter thinks about
Why Hotels Raised Pay and the Quit Rate Got Worse - Peter Ricci, Florida Atlantic University
In this episode, Dr. Peter Ricci, the Director of the Hospitality and Tourism Management Program at Florida Atlantic University, shares why the industry's progress on workforce flexibility lands at a "three out of ten," what his recent research reveals about rising quit rates, and what the next generation of hospitality students actually wants.Connect with Peter on LinkedIn and expl
Build Hotel Value by Healing the Land - Hans Pfister, Cayuga Collection
In this episode, Hans Pfister, President at Cayuga Collection, shares how his team turned a sheep farm, an abandoned lot, and a former cacao plantation into properties where guests now spot sloths, pumas, and native birds from their decks. Hans explains why he calls this "luxury rewilded," how healing the land turns team members into guardians of the property, and why the way you describ
How a Coffee Table Book Turns Guests Into Raving Fans - Hans Pfister, Cayuga Collection
In this episode, Hans Pfister, the Co-Founder and President at Cayuga Collection, shares how his team makes sustainability visible, human, and worth caring about for guests. You will hear how The Cayuga Way book, local leadership, and back-of-house tours turn their work into stories guests can feel and remember. A few more resources:If you're new to Hospitality Daily, start here. You can send
Stop Waiting for the Big Wins to Celebrate - James Ferguson
In this episode, James Ferguson, the author of Seek the Good and Celebrate and creator of the Confetti leadership model, shares how his cancer journey reshaped his approach to leading hotel teams and why hospitality leaders should celebrate progress, not just outcomes.Mentioned in this episode:Confetti-Man.com (where to get the book)The Confetti Culture Playbook (James's first book)Previous e
Self-Driving Cars and Hospitality's 3 Lenses for Experience - Susie Arnett
In this episode, Susie Arnett, Director of Wellness Programming at Six Senses, shares what happened when a self-driving car company asked her to design a "moving sanctuary," and how the three pillars she landed on (productivity, social, and wellbeing) apply to any space where people spend time. You'll come away with a framework for thinking about hospitality across cars, schools, ho
AI Only Works for Hotels in This Order: Data, Intelligence, Action - Stephen German, Actabl
In this episode, Stephen German, the Senior Vice President of Product at Actabl, shares his three-layer framework for putting AI to work in hotels: the data foundation, surfacing intelligence, and agentic AI.You'll learn why most hotel AI projects stall before they start, what needs to be true inside your tech stack before agents can deliver value, and why Stephen believes time in the AI mark
How BWH Helps Hotel Owners Cut Costs Through Operations - Larry Cuculic
In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares how a brand built around owners produces different decisions. You'll hear how elected hotelier directors, member market area protections, and a $1.3 billion member-only insurance program translate structural alignment into real financial relief for independent operators. You may also enjoy our other episodes with Larr
The Squeeze: Why Hotel Owners Are Getting Crushed - Sarah Kopit, Skift
In this episode, Sarah Kopit, the Editor in Chief at Skift, shares what she found reporting The Squeeze, her deep dive into the economic pressures facing America's hotel owners. You will hear why runaway costs, refinancing, and the franchise fee structure are putting owners in an impossible position.Read her reporting: Inside the Crisis Crushing America's Hotel Owners, as well as her ear
Hospitality Starts Before Guests Step on Property - Larry Cuculic, BWH Hotels
In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares why the guest experience now starts the moment someone types "hotel Chicago" into a search bar and what it took to grow brand.com revenue and mobile app revenue. You'll hear his own moment about getting the customer journey wrong once, and why every digital touchpoint is a hospitality moment.Referenced: our
BWH Hotels CEO Larry Cuculic: How Mentors Shaped My Leadership
In this episode, Larry Cuculic, President and CEO of BWH Hotels, shares how a meeting with his father's union attorney opened the door to West Point and shaped the leader he became. You'll hear what he learned about team, trust, and knowing your role from playing basketball for Mike Krzyzewski, and why letting go is the hardest part of leading. A few more resources:If you're new to
"Collective Effervescence" Is the Point of Hospitality - Susie Arnett
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
Is Your AI Saving You Time? (Jerimi Ford, Actabl)
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
The Guests Who Leave Smiling and Never Come Back - Franck Desplechin
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 m
AI for Discoverability, Reviews, and Revenue - Jason Littrell
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 u
Career Growth Comes From Saying Yes Before You're Ready - Sofia Vandaele, IHG
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 interviewe
AI Knows What Your Guests Need Before You Do - Susie Arnett
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,
Preserving History While Building What's Next - Chris Cline, Hotel Santa Barbara
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 hote
The Power of Independent Hospitality - Chris Cline, Geronimo Hospitality Group
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 re
How Hotels Win More Multi-Generational Revenue - Valerie Ferguson
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
Women in Leadership and Luxury's Next Chapter - Amanda Frasier (Forbes Travel Guide) with Emily Goldfischer (hertelier)
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
How Volunteering Builds Better Hospitality Leaders - David Mariotti
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
The Real Barrier to Opening a Hotel Isn't Money - Mike Baxter, House of Gods
In this episode, Mike Baxter, the Co-Founder of House of Gods, shares why capital isn't the biggest barrier to opening a hotel and what investors actually look for when backing new hospitality brands. This is the final episode in a three-part series hosted by guest experience correspondent Danica Smith, A few more resources:If you're new to Hospitality Daily, start here. You can send me
"Hotels Seemed Like the Adult Version of a Nightclub" - Mike Baxter, House of Gods
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 epis
The Best Hotels Feel Like a Different World - Mike Baxter, House of Gods
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 shoul
Your AI Tools Won't Save You. Your Data Will. - GB Sharma, Mosaic Hospitality
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
Gen Z Isn't Lazy. They're Selective. Here's What That Means for You. - Franck Desplechin
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 appro
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