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 guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subs...
Aug 13, 2024•18 min
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 want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here fo...
Aug 12, 2024•7 min
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 send me a message here with questions, comments, or guest suggestions If you want to get my summary and actiona...
Aug 12, 2024•10 min
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 your inbox each day, subscribe here for free . Follow Hospitality Daily and join the conversation on YouTube , Lin...
Aug 12, 2024•11 min
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 about: Philosophy of Service - Learn about the philosophy of service that emphasizes making guests feel...
Aug 10, 2024•19 min
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 the #1 rating on TripAdvisor. A few more resources: If you're new to Hospitality Daily, start here ....
Aug 09, 2024•24 min
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 Mackenzie Opportunities in Building Guest Relationships Today - Baskar Manivannan, Sojern A few more reso...
Aug 08, 2024•7 min
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 Evolution of Guest Feedback - How online reviews have transformed the way hotels receive and act on guest ...
Aug 07, 2024•6 min
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 Daily, start here . You can send me a message here with questions, comments, or guest suggestions If you wan...
Aug 06, 2024•21 min
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're Seeing Now - Sarah Gulla and Justin Epps, Hospitality Asset Managers Association How The World's Best Hotels Deli...
Aug 06, 2024•10 min
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, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to you...
Aug 06, 2024•2 min
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 framework. Strategies for optimizing and growing a business by identifying roadblocks and solving problems. The mi...
Aug 05, 2024•6 min
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 job and what he loved about the dynamic and energy of the hospitality environment. Education and Career Path (...
Aug 05, 2024•8 min
In this episode, Jose Cervano, a server at the Top of the Mark bar in the InterContinental Mark Hopkins San Francisco , shares his journey in hospitality and the secrets to making guests feel special. Jose's Journey in Hospitality - Learn about Jose's 48-year career at the Top of the Mark bar and how he started in the hospitality industry. The Iconic Top of the Mark Bar - Discover the history and significance of the Top of the Mark bar. Creating Special Moments for Guests - Understand how Jose m...
Aug 04, 2024•21 min
In this episode, Samantha Hardcastle , Founder & Creative Director at The Storied Experience , shares insights learned from Paul Zak on how neuroscience can enhance immersive experiences in the travel and hospitality industry. Listen now to learn about: Understanding Immersion in Experiences : Learn about the neuroscience behind what makes an experience truly immersive, including the roles of oxytocin and dopamine. Designing Immersive Experiences : Discover how to design travel and hospitali...
Aug 03, 2024•9 min
In this episode, Samantha Hardcastle , Founder & Creative Director at The Storied Experience , shares insights on how experiential hospitality can be enhanced by incorporating elements of play and creativity. Listen now to learn about: The importance of experiential hospitality - How experiential hospitality holds great potential for the industry. Learning from other experiences in tourism - The value of outdoor adventures, cultural immersive activities, and workshops in enhancing hospitalit...
Aug 02, 2024•12 min
In this episode, Christian de Boer , Managing Director of Jaya House Hotels , shares his innovative approach to sustainability in the hospitality industry, demonstrating how hotels can embrace eco-friendly practices without compromising guest satisfaction. Christian's journey to sustainability (01:26) - Learn about the initial steps Christian took to ban single-use plastics in 2016 and the challenges he faced. Innovative solutions for reducing plastic use (02:27) - Discover how employing local f...
Aug 01, 2024•19 min
In this episode, Christian de Boer , Managing Director of Jaya House Hotels , shares his insights on the importance of TripAdvisor and other review platforms in the hospitality industry and how his hotel maintains an impeccable reputation. The significance of TripAdvisor (01:07) -Christian discusses the impact of TripAdvisor today. Avoiding negative reviews (03:00)—Jaya House has zero negative reviews, and Christian explains how being on the ground and directly interacting with guests helps main...
Jul 31, 2024•15 min
In this episode, Christian de Boer , Managing Director of Jaya House Hotels , shares how he rethought everything to create and provide a radically guest-focused experience that has earned his hotel a spot in TripAdvisor's top 25 hotels in the world for five consecutive years without a single negative review. Listen now to learn about: The importance of a guest-focused experience - How Christian's approach to hospitality stands out by focusing on taking care of guests in a way that feels intuitiv...
Jul 30, 2024•19 min
In this episode, Ashley Godfrey , a professor at the Escoffier School of Culinary Arts , shares her insights on crafting effective resumes and cover letters for the hospitality industry. Listen now to learn about: The importance of including a cover letter Elements of an effective cover letter Common mistakes in resume and cover letter writing Tips for making your resume stand out How to leverage personal experiences to differentiate yourself A few more resources: If you're new to Hospitality Da...
Jul 30, 2024•9 min
In this episode, Rob Paterson shares how to "manage up" to your boss, which is especially tricky in a hospitality environment. 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 the conversation on YouTube , LinkedIn , and Instagram . I...
Jul 29, 2024•5 min
In this episode, Rob Paterson shares insights on the importance of leadership training in the hospitality industry and how to develop leaders effectively. The importance of leadership training in hospitality - Rob discusses the critical role of leadership in hospitality and the current lack of investment in leadership development. Leadership training as insurance - Rob explains how leadership training acts as insurance against workplace toxicity and ensures maximum output from leaders. Challenge...
Jul 29, 2024•12 min
In this episode, Rob Paterson shares his insights on rapid promotions in the hospitality industry and how to navigate new leadership roles effectively. Listen now to learn about: Rob's career journey from starting at 18 to becoming a CEO. The common issue of rapid promotions in hospitality and the lack of proper training for new leaders. Research findings on the lack of management training in the hospitality industry. The importance of self-leadership and emotional regulation for new leaders. (S...
Jul 29, 2024•9 min
In this episode, Brett & Casey McManus , owners of Après Inn in Killington, Vermont, share their journey of becoming hoteliers and accidentally going viral on Instagram @Innvestors Listen now to learn about: The Accidental Journey into Hospitality: Brett and Casey discuss their unconventional path. Community Impact: The role of their hotel in the Killington, Vermont community and how they have revitalized the local area through their hospitality efforts. Creating the Ideal Guest Experience: ...
Jul 28, 2024•46 min
In this episode, Michaelangelo L'Acqua , Global Director of Entertainment and Culture at SH Hotels and Resorts , shares insights on the evolving nature of human connection in relation to hospitality. Listen now to learn about: Human Connection in Hospitality : Learn why hospitality will remain a bastion of human-to-human connections despite increasing automation. The Essence of Luxury : Discover the importance of mastery and human input in creating luxury experiences. Changing Definitions of Lux...
Jul 27, 2024•9 min
In this episode, Michaelangelo L'Acqua , Global Director of Entertainment and Culture at SH Hotels and Resorts , shares his insights on how creativity can elevate the guest experience in the hospitality industry. Listen now to learn about: Michelangelo's Unique Role (01:26) - Learn about Michelangelo's role as a creative director in the entertainment and culture space and how it differs from traditional roles. The Importance of Music (03:23) - Discover why Michelangelo always starts with the sou...
Jul 26, 2024•30 min
In this episode, Jordan Hollander , co-founder of Hotel Tech Report , shares insights on the evolving landscape of hotel technology, including the changing buying process, key technologies to watch, and strategies for successful implementation. Listen now to learn about: The changing buying process for hotel technology - How buyers are becoming more sophisticated, and the shift away from trade shows to online research and reviews. Decentralization in decision-making - How technology purchase dec...
Jul 25, 2024•27 min
In this episode, Penny Brown , Managing Director of the Burgh Island Hotel in England, shares insights into creating a unique and relaxing hospitality experience that helps guests disconnect from their busy lives and recharge. Listen now to learn about: The importance of the arrival experience - How the journey to the hotel and the initial welcome with champagne sets the tone for relaxation. Intentional design choices for relaxation - The decision to exclude televisions from rooms to help guests...
Jul 24, 2024•26 min
In this episode, Penny Brown , Managing Director of the Burgh Island Hotel in England, shares why age diversity is important and the benefits of hiring older workers in the hospitality industry. Listen now to learn about: The current staffing challenges in the hospitality industry and typical hiring practices. The transient nature of young workers and the impact of high turnover on hotels. The lack of proper induction and care for new employees in many hotels. The advantages of hiring older work...
Jul 23, 2024•7 min
In this episode, Simon Mais , CEO of EOS Hospitality , shares insights on attracting and retaining talented people in the hospitality industry. The biggest challenge in the hospitality industry (00:01) - Discover why attracting and retaining talent is a significant challenge in hospitality. EOS Hospitality's ethos: Humble and Kind (00:44) - Learn about the company's core values and how humility and kindness have become major draws for senior leadership and other employees. Respecting and acknowl...
Jul 22, 2024•9 min
