In this episode, Adele Gutman , the former head of sales, marketing, and revenue at The Library Hotel Collection, shares her journey of driving guest satisfaction to the top of the charts through team empowerment and operational excellence - and the impact that had on demand and revenue. You may also enjoy these with Adele: Stop Fighting Fires: Building a Culture of Problem Solvers in Your Hotel (podcast) Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube) A few more resources: If you're ...
Dec 10, 2024•13 min
In this episode, Adele Gutman shares insights on effectively responding to hotel guest feedback to prevent future issues and improve guest satisfaction and team morale. Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube) 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...
Dec 09, 2024•12 min
In this episode, Ken Barber , founder of Wildhaven , shares his journey of building a thriving nature-based hospitality brand that helps guests slow down, reconnect, and escape the chaos of daily life. Listen now to learn: How Wildhaven has evolved from its early days to a thriving hospitality brand with locations in Sonoma and Yosemite. The importance of blending comfort with the beauty of the outdoors. Insights into product development and creating amenities that cater to guests' needs. The si...
Dec 08, 2024•35 min
In this episode, Mark Fancourt , founder and principal of TRAVHOTECH , shares insights into the evolving landscape of hospitality technology, drawing from his extensive experience leading technology for both hospitality companies and solution providers. Chapters: Takeaways from ILHA & How Mark Learns About Tech and Innovation (01:40) Why Work in Hospitality? (05:47) Why Luxury Hospitality Is Critical to Watch (08:06) What’s Exciting in Hotel Technology Today? (10:59) Hotel-Specific vs. Big T...
Dec 07, 2024•1 hr 4 min
In this episode, Sophie Hulgard , Chief Sales Officer at Accor, shares insights on the power of providing hospitality through meetings, the economic impact of face-to-face events, and how hotels can maximize these opportunities. Listen now to learn about: The impact of the pandemic on the meetings and events industry. The value of face-to-face meetings versus digital interactions. Key findings from Accor's recent research on the economic impact of meetings. Differences in meeting value perceptio...
Dec 06, 2024•23 min
In this episode, Guillaume Benezech , Senior Director of Global Brand Management and Marketing for The Ritz-Carlton, shares his insights on AI's underestimated power in hospitality and technology's role in enhancing luxury experiences. Listen now to learn about: The importance of innovation and the rapid pace of AI in hospitality. How AI can alleviate administrative burdens for hospitality leaders. The balance between human connection and technology in luxury hospitality. The impact of AI on gue...
Dec 05, 2024•11 min
In this episode, Josiah Mackenzie reflects on what he learned building an AI bot in ChatGPT and Claude with Adele Gutman to help answer online hotel reviews. Watch Us Build an AI Bot to Answer Hotel Reviews on YouTube Listen to our other episodes with Adele: How to understand guest review scores “Good isn’t good. Only great is good.” How The Library Hotel Collection 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 ...
Dec 04, 2024•11 min
In this episode, Lou Zameryka , founder of Alively and partner at Ventures Hospitality , shares insights on the creative use of artificial intelligence in the commercial functions of hospitality - sales, marketing, and revenue management - from a recent HSMAI event. Listen now to hear about: The importance of understanding different types of AI and their applications in the hospitality industry. How AI can be practically applied in sales training using video avatars and gamification. The role of...
Dec 03, 2024•21 min
In this episode, Ryan Mann , a partner at McKinsey, shares insights on the growing trend of Travel Tuesday and its implications for the travel and hospitality industry. Listen now to learn: What Travel Tuesday is and how it compares to Black Friday and Cyber Monday. The types of travel deals available during Travel Tuesday and how consumers can take advantage of them. The benefits for the hospitality industry in participating in Travel Tuesday, especially during off-season and shoulder season. T...
Dec 03, 2024•11 min
In this episode, Victoria Gordon, Front-of-House Manager at Timber Cove Resort, shares her journey from front desk agent to manager and offers her unique perspective on the role of technology in hospitality. Listen now to learn about: Victoria's career path from a front desk agent to a manager at Timber Cove Resort. The importance of community and collaboration in a remote hospitality setting. The value of training and development in hospitality careers. The transition from retail to hospitality...
Dec 02, 2024•22 min
In this episode, Joli Barfield , Cluster Director of Learning at Montage International, shares her insights on managing burnout in the hospitality industry and maintaining personal well-being. Listen now to learn about: The prevalence of burnout in the hospitality industry and its impact on career decisions. Strategies for maintaining mental and physical health in a demanding work environment. The importance of disconnecting from technology and finding personal ways to recharge. Habits that can ...
Dec 01, 2024•13 min
In this episode, Joli Barfield , founder of New York City Women in Hospitality , shares her inspiring story of starting the organization and offers valuable insights on building genuine relationships in the hospitality industry. Listen now to learn about: The importance of relationships in achieving success in hospitality. How New York City Women in Hospitality was founded - and its evolution. The impact of the pandemic on the hospitality industry and how the organization adapted. The activities...
Dec 01, 2024•14 min
In this episode, Oral Muir , Vice President of Partnerships, Experiences, and Distribution at Hilton , shares insights into how Hilton leverages creative partnerships to enhance hospitality experiences and stay relevant to evolving traveler trends. How Hilton's 20-year partnership with McLaren Racing delivers unique benefits for both brands and their customers. The importance of long-term partnerships and the value they bring to both parties. How Hilton approaches partnerships with brands outsid...
Nov 29, 2024•11 min
In this episode, Greg Früchtenicht , Chief Operating Officer at Saira Hospitality , shares how his team is transforming the hospitality hiring process by turning rejections into referrals through Saira Connect, a new initiative designed to help hotels find hidden talent while supporting candidates in their career journeys. Listeners Will Learn: The key challenges hospitality recruiters face with one-click job portals and overwhelming volumes of applications. How rejection emails can be transform...
Nov 29, 2024•27 min
In this episode, Brian Proctor , Principal at Leeds Hospitality Group and host of Tuesday’s Thanks , shares how gratitude has shaped his life, career, and leadership philosophy. Brian reflects on his journey in the hospitality industry, insights from over 130 episodes of his podcast, and practical ways to incorporate gratitude into your personal and professional life. What You’ll Learn: How Brian’s early life experiences influenced his focus on gratitude. Why gratitude is a powerful leadership t...
Nov 28, 2024•17 min
In this episode, the team from The Hoxton, Downtown LA , shares what they’ve learned about building high-performing hotel teams, fostering mentorship, and creating a culture of growth and development. Kara Bartelt , the hotel’s General Manager; Michael Lopez , Director of Engineering; and Steven Birl , Engineer, dive into the strategies they’ve used to empower their team members, tackle challenges, and encourage those all-important "light bulb moments." You’ll hear how they: Cultivate critical t...
Nov 27, 2024•22 min
In this episode, Derek De Salvia , Executive Vice President and Chief Customer Officer at Hilton Grand Vacations , shares how HGV is redefining vacation ownership by focusing on flexibility, experiences, and building generational loyalty. From rethinking the traditional timeshare model to delivering unforgettable experiences through the Ultimate Access platform, Derek offers actionable insights into how hospitality leaders can innovate and inspire long-term customer relationships. What You’ll Le...
Nov 26, 2024•50 min
In this episode, Joli Barfield , Cluster Director of Learning at Montage International, shares her journey from education to hospitality training and the unique approaches her company takes to ensure service excellence. Listeners will learn: Joli's career story. The importance of taking leaps of faith. Insights into the ultra-luxury hospitality environment. The significance of company culture and leadership in hospitality. The power of education and continuous learning. The structure and content...
Nov 25, 2024•49 min
In this episode, Masho Khabazashvili shares how her Georgian heritage and involvement with the CHLA Hospitality Foundation have shaped her approach to creating exceptional guest experiences and inspired her vision for the future of hospitality. What You’ll Learn Georgian traditions, such as "every guest is a gift from God," influence Masho’s approach to hospitality. The role her mother’s hospitality career played in inspiring her passion for the industry. How hands-on experiences with events and...
Nov 24, 2024•34 min
A few thoughts from my morning commute this week in San Francisco, inspired by " Nobody Knows Anything " from Dror Poleg. For more on this, you may enjoy these other episodes on this show: What I'm Excited About in Hospitality Now - Gilda Perez-Alvarado, Accor Creating "Influence House" - Sébastien Felix, Influence Society Investing in Community: The Power of Education & Programming - Charlie MacGregor, The Social Hub How Our Hotels Become Community Pillars, Delighting Neighbors and Guests A...
Nov 24, 2024•5 min
Learn how to earn media coverage that accelerates your career and builds your company from three of hospitality's top media professionals. In this replay of a special LinkedIn Live collaboration between Hospitality Daily and hertelier , you'll discover proven strategies for crafting compelling stories, landing meaningful coverage, and maximizing media opportunities. Our Expert Panel Emily Kanders Goldfischer : Founder & Editor-in-Chief of hertelier, former VP of PR at Loews Hotels Nancy Mend...
Nov 23, 2024•1 hr 2 min
In this episode, Tim Harmon , founder and CEO of Palisades Hospitality Group , shares why independent operators are becoming a driving force in redefining the hospitality landscape. Listen now to learn about: The rise of hybrid hospitality models and their impact on the industry. The power of local impact and how staying small can mean thinking big. Financial opportunities in independent hospitality that might surprise you. The importance of creativity and willingness to try new things in hospit...
Nov 22, 2024•12 min
In this episode, Tim Harmon , founder and CEO of Palisades Hospitality Group , shares insights into his latest project, The Elene , a hotel designed to connect guests with the community and nature. Listen now to learn about: The vision behind The Elene and its 10-year journey to fruition. The unique features of The Elene, including its recovery garden, outdoor living room, and bike-friendly amenities. The importance of community involvement and how The Elene aims to integrate with the local Napa...
Nov 22, 2024•11 min
In this episode, Christine Morairty , VP of Brand + Marketing at Palisades Hospitality Group , shares her formula for merging global strategies with hyperlocal execution, ensuring every initiative resonates at the property level. Listen now to learn: The role of education in modern marketing and how to simplify complex marketing concepts for different audiences. The necessity of both immediate tactics and long-term brand building in marketing. How to balance bold brand building with tactical mar...
Nov 21, 2024•12 min
In this episode, Christine Morairty , VP of Brand + Marketing at Palisades Hospitality Group , shares how hotel operators can help travelers truly immerse themselves in their destination. Listen to learn: How to transform a hotel from just a place to stay into a key part of an unforgettable trip. The importance of collaborating with local businesses to enhance guest experiences. Strategies for curating unique guest experiences that blend tradition with innovation. The role of destination marketi...
Nov 21, 2024•14 min
In this episode, Tim Harmon , founder and CEO of Palisades Hospitality Group , shares practical ways to build a company culture that prioritizes curiosity and creativity at every level. Listen to learn: How the Palisades office functions more like a studio than a traditional workspace The concept of a "learning board" to encourage fresh ideas The benefits of debriefing team members after travel Insights from Tim's travels to destinations like New Zealand, Iceland, and Japan How immersing in loca...
Nov 20, 2024•10 min
In this episode, Tim Harmon , founder and CEO of Palisades Hospitality Group , shares how his experiences in the restaurant and hotel industries have shaped his vision for exceptional guest experiences. Listen now to learn: How lessons from the restaurant world, like the power of storytelling and embracing spontaneity, can revolutionize hotel operations. Tim's unique approach to balancing consistency with creativity in hospitality management. The importance of hands-on leadership and building a ...
Nov 19, 2024•17 min
In this episode, Christine Morairty , VP of Brand + Marketing at Palisades Hospitality Group , shares her journey through the hospitality industry, highlighting the importance of people, places, and mentorship in shaping her career. Listen now to learn: The impact of key mentors and colleagues in Christine's career. Insights from her experiences working with Starwood and W Hotels in New York. The significance of event-driven marketing and brand activation. How constructive feedback can pivot and...
Nov 18, 2024•19 min
In this episode, Tim Harmon , founder and CEO of Palisades Hospitality Group , shares his journey from law to hospitality, his passion for cycling, and the leadership lessons he's learned along the way. Listen now to learn about: The importance of stillness and mindfulness in leadership and success. How personal passions, like cycling, can contribute to professional clarity and problem-solving. The unique alignment between hospitality skills and personal life skills. Tim's career pivot from bein...
Nov 18, 2024•15 min
In this episode of San Francisco Sundays , we explore a fresh perspective on hospitality—one that goes beyond restaurants and hotels to focus on community care. Join us as we sit down with Danielle Stowaway , who leads justice and outreach initiatives at Reality San Francisco , a church committed to showing hospitality to everyone, especially those with limited resources. Through her work, Danielle helps provide warm meals to over 300 families weekly, creates safe spaces for unhoused families, a...
Nov 17, 2024•20 min
