In this episode, Christopher Hunsberger , co-founder and chief operating officer of Appellation - and former Chief People Officer at Four Seasons Hotels and Resorts - shares his insights on recruiting top talent and how building strong relationships, leveraging tools like LinkedIn, and crafting compelling story-driven job descriptions have helped him attract some of the best in the business. Listeners will learn: The importance of treating people as you'd want to be treated and maintaining posit...
Oct 01, 2024•8 min
In this episode, Christopher Hunsberger , co-founder and chief operating officer of Appellation , shares how stepping into a new role at Four Seasons Hotels and Resorts pushed him beyond his comfort zone and the key lessons he learned about collaboration and building a culture of innovation. Listeners will learn: How Christopher led product and service innovation at Four Seasons Hotels and Resorts (00:00) The importance of being nimble and agile when innovating (03:19) The value of risk-taking a...
Sep 30, 2024•7 min
In this episode, Christopher Hunsberger , co-founder and chief operating officer of Appellation , shares how his family's love of food and hospitality shaped his early passion for the industry, the key lessons he learned from legendary mentors, and why embracing every opportunity can make all the difference in your career. Listeners will learn: How Christopher's mother influenced his love for food and hospitality (01:29) The role his uncle played in his decision to pursue a career in hospitality...
Sep 29, 2024•14 min
Jennifer Krapp is the head of restaurant operations at The Indigo Road Hospitality Group . You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares her insights on what makes great hospitality and why it's so important. Listeners will learn: What doesn't make great hospitality (00:48) Why hospitality is attention (01:10) Why hospitality is so important (02:06) A few more resources: If you're new to Hospitality Daily, start here . You ca...
Sep 29, 2024•6 min
In this episode, Tely Nagle, owner of The Drake Oak Brook , shares the inspiring story of purchasing and transforming a neglected historic Chicago area hotel into a Condé Nast award-winning property. Listeners will learn: The history of The Drake Oak Brook and its connection to the famous Drake Hotel in downtown Chicago (01:09) The state of disrepair the hotel was in when Tely and her husband Jim purchased it in 2013 (04:01) The renovation process and Tely's creative inspiration for restoring th...
Sep 28, 2024•35 min
In this episode, hotel workers on strike in San Francisco share their experiences working in hotels recently, their reasons for striking, and the changes they hope to achieve. Listeners will learn: Why hotel workers feel management has stopped listening to them and what it's like "talking to a brick wall" (01:26) How hotel workers' hours have shrunk while they're expected to do more with less people (01:58) About the profits hotels have made, even during lockdown, and how that contrasts with the...
Sep 27, 2024•13 min
In this episode, Linsey Gallagher , President & CEO of Visit Napa Valley , shares insights on how collaboration between destination marketing organizations and hospitality businesses can drive tourism and boost the industry. Listeners will learn: The economic impact of tourism in Napa Valley (01:09) Opportunities for collaboration (05:33) The various marketing channels and efforts Visit Napa Valley uses to promote the region (09:56) How hotels and hospitality businesses in the area can work ...
Sep 27, 2024•25 min
In this episode, Amy Smith , owner of the Saratoga Arms Hotel , and Rachel Paley , the hotel's general manager, share how they've implemented a variable pay program based on the concept of yield management to address staffing challenges. Listeners will learn: How the variable pay program at Saratoga Arms Hotel was developed and implemented (03:54) The impact of the variable pay program on employee morale, recruitment, and retention (08:14) Advice for others considering implementing a similar pro...
Sep 26, 2024•17 min
In this episode, Bashar Wali , founder and CEO of Practice Hospitality and This Assembly , shares his perspective on what makes a compelling hospitality brand and the opportunities for innovation in the industry today. Listeners will learn: How to balance aesthetics and profitability in hotel design (01:34) The importance of having a "face" and soul behind a hospitality brand (03:51) Why large hotel companies are acquiring founder-led brands (06:44) The opportunity for entrepreneurs with fresh i...
Sep 25, 2024•14 min
In this episode, Bashar Wali , founder and CEO of Practice Hospitality and This Assembly , shares why "shock and awe" tactics often fall flat and why simple gestures can elevate the ordinary into something memorable. Listeners will learn: Why true loyalty isn't earned with points but with something far more profound that taps into our human nature What we can learn from the world of theater Why it's easier than ever to build guest relationships The importance of being nice and training employees...
Sep 24, 2024•36 min
In this episode, Andrea Stokes , practice lead for hospitality at J.D. Power , shares insights from the latest J.D. Power research. Listeners will learn: How higher room rates are impacting guest satisfaction and value perception (00:28) The importance of service, personalization, and property upkeep in driving guest satisfaction (01:11) How third-party managed hotels are outperforming brand-managed or owner-managed properties (04:03) The role of technology and mobile apps in enhancing guest exp...
Sep 23, 2024•33 min
In this episode, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide , shares his insights on the power of leading with listening and the importance of understanding what's going on in the lives of the people on your team to unlock their potential. Listeners will learn: The importance of asking questions and understanding what's going on in someone's life before giving advice (01:49) How to flex and accommodate team members' persona...
Sep 22, 2024•12 min
In this episode, Wayne Boatwright shares his powerful story of redemption and his challenges while reentering society and the workforce. Listeners will learn: How Wayne's life took a dramatic turn to spending time in San Quentin, one of California's most notorious prisons (00:21) The challenges Wayne encountered when trying to find housing and employment after being released from prison (27:06) Wayne's experience working in the hospitality industry (32:13) The importance of meeting formerly inca...
Sep 21, 2024•1 hr 1 min
In this episode, Denise Joseph , Director of Curatorial at NINE dot ARTS , shares how art can transform hospitality spaces, create local connections, and boost the bottom line for hotels and resorts. Listeners will learn: The role of a curator in selecting and implementing art for hospitality spaces [02:26] How art drives both social and financial impact in the hospitality industry [10:50] The importance of integrating art early in the hotel design process [12:59] Advice for hospitality business...
Sep 20, 2024•34 min
This is part of our series with Horst Schulze - listen to our other episodes here . In this episode, legendary hotelier Horst Schulze shares his deeply personal journey of facing death years ago and how it completely reshaped his approach to excellence, purpose, and the power of intent in every aspect of his life and work. Listeners will learn: How receiving a diagnosis from doctors changed Schulze's perspective (01:01) Why excellence is not an accident (03:04) The importance of having a vision ...
Sep 19, 2024•10 min
This is part of our series with Horst Schulze - listen to our other episodes here . In this episode, Horst Schulze , co-founder of The Ritz-Carlton Hotel Company, shares his insights on the changing face of luxury, the critical importance of individualization, and why the art of welcoming guests is more crucial than ever in our world today. Listeners will learn: How luxury has changed (01:05) How guest expectations have changed (02:32) What constitutes a good welcome (03:34) The true meaning of ...
Sep 18, 2024•9 min
This is part of our series with Horst Schulze - listen to our other episodes here . In this episode, Horst Schulze , co-founder of The Ritz-Carlton Hotel Company, shares the story behind the iconic phrase "Ladies and Gentlemen Serving Ladies and Gentlemen" and how it can transform your approach to hiring, training, and creating a purposeful work environment. Listeners will learn: How Horst developed the concept of "Ladies and Gentlemen serving Ladies and Gentlemen" at just 16 years old (01:00) W...
Sep 17, 2024•11 min
This is part of our series with Horst Schulze - listen to our other episodes here . In this episode, Horst Schulze , the legendary co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts, shares his wisdom about excellence in hospitality, leadership, and life. Listeners will learn: The importance of starting with intent, vision, and purpose (01:03) How actions follow intent and the consequences of being purposeless (01:24) The necessity for leaders to question if their intent...
Sep 16, 2024•9 min
In this episode, I share what it was like meeting Horst Schulze, the co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts - both of which reached #1 in the world. 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...
Sep 15, 2024•7 min
In this episode, Tal Shnall (IG: @ TalShnall ), Learning and Development Manager at The Joule - a luxury hotel in Dallas - reveals why personal and professional growth is essential for you and your team, and how to make it a priority. Listeners will learn: Tal's story of rising through the ranks from hotel operations to leadership. (00:51) How Tal's career trajectory wasn't linear, and the challenges he faced along the way. (06:15) The importance of personal growth and development, and how Tal i...
Sep 15, 2024•51 min
In this solo episode, I share my experiences and observations from my recent vacation in Paris, focusing on small things hotels can do to help guests immerse themselves in their location and enhance their satisfaction. Listeners will learn: How music can help guests connect with a place and feel like they're there (01:58) (Check out my conversation with Clay Bassford : How To Use Music To Elevate Your Guest Experience , and his playlist with Influence Society here . Their work is an investment b...
Sep 14, 2024•14 min
In this episode, I share my thoughts on staying in love with the work of hospitality and ask you to share your own experiences and insights on this. (DM me on LinkedIn !) In this, I cover: The importance of viewing hospitality as a craft and the love that goes into it (00:31) The challenge of staying in love with hospitality work (02:38) How I try to disconnect and restore (04:04) A few more resources: If you're new to Hospitality Daily, start here . You can send me a message here with questions...
Sep 13, 2024•9 min
In this episode, Claire Llewellin-Davis , General Manager at The Lensbury Resort , shares her experience hosting elite sports teams like Manchester United, the All Blacks, and the Lionesses. Listeners will learn: How the Lensbury Resort differentiates itself by hosting elite sports teams (01:08) The importance of providing the right food and beverage offerings, working closely with the teams' nutritionists and chefs to meet precise dietary requirements (03:54) The logistical challenges of hostin...
Sep 13, 2024•10 min
In this episode, Claire Llewellin-Davis , General Manager at The Lensbury Resort , shares her journey from the military to hospitality and discusses the transformation of The Lensbury. Listeners will learn: How Claire's experience in the military, including staying calm under pressure during an attack in Afghanistan, equipped her with skills transferable to the hospitality industry. Why the military is a great place to recruit hardworking, genuine, and adaptable people for the hospitality indust...
Sep 12, 2024•16 min
This week, we're learning from Jennifer Krapp , head of restaurant operations at The Indigo Road Hospitality Group . You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares what she's learned it takes to lead and succeed in hospitality. Listeners will learn: The importance of holding people accountable while still making them feel respected and motivated to learn (00:46) How to communicate effectively when holding others to a standard ...
Sep 11, 2024•8 min
This week, we're learning from Jennifer Krapp , head of restaurant operations at The Indigo Road Hospitality Group . You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares her insights on the importance of showing hospitality to your teams. Listeners will learn: The impact of showing genuine care for staff during challenging times (01:05) How creating special moments for team members can boost morale and loyalty (02:15) " Hospitality ...
Sep 10, 2024•11 min
This week, we're learning from Jennifer Krapp , head of restaurant operations at The Indigo Road Hospitality Group . You can hear her career journey here if you missed it. In this episode, she shares her insights on mentorship and the best way to learn hospitality. Listeners will learn: How Steve Palmer , the company's founder and chief vision officer, makes people feel seen and heard (00:51) The importance of in-person learning and mentorship (02:40) The value of face-to-face conversations and ...
Sep 09, 2024•7 min
In this episode, Jennifer Krapp , head of restaurant operations at The Indigo Road Hospitality Group , shares her journey in hospitality and the importance of self-care in avoiding burnout. Listeners will learn: How Jennifer's love for hospitality and acts of service started at a young age (01:43) The inflection point in her career that put her on the path to where she is today (04:28) How Jennifer kept going and led her team through a major setback (06:27) The importance of mindset and resilien...
Sep 08, 2024•19 min
In this episode, Micah Solomon , author, speaker, and customer experience expert, shares lessons he's learned from top hospitality leaders. 00:44 - The importance of instant correction, as taught by Patrick O'Connell, head of the Inn at Little Washington 02:00 - How empowerment is not just a token gesture but a crucial part of an employee's duties, as taught by Hervé Humler at the Ritz-Carlton 03:03 - The value of proactive service, as demonstrated in a story from Horst Schulze, another founder ...
Sep 06, 2024•7 min
In this episode, Micah Solomon shares advice for hospitality leaders on creating a culture that empowers employees to delight guests. Listeners will learn: The importance of proper employee selection, considering both technical skills and interpersonal abilities (00:50) How to create a culture where exceptional performance becomes "how it's done around here" (01:44) The impact of senior leadership and veteran employees on setting the tone for new hires (02:26) How Apple Stores learned from the h...
Sep 05, 2024•9 min
