Hospitality Daily Podcast

This week, Josiah Mackenzie and Andrew Arthurs are in Phoenix for The Lodging Conference, talking about what's top of mind for hotel owners and investors today. Andrew, who is President and COO of Actabl, shares how the smartest owners are thinking about people, partnerships, and technology to protect and grow asset value.Also see: Building Trust & The Network Effect in Hospitality 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Andrew Arthurs was previously CIO for some of the world's largest hotel management companies and is now President and Chief Operating Officer of Actabl, embodying what it looks like to live and lead with hospitality.In this episode, Andrew teaches us about the network effect in hospitality: how trust and relationships built over time shape careers, companies, and leadership.Also see: Brené Brown's "marble jar" analogy and building trustWhy Great Hospitality Leaders Always Return to the Front Desk - Andrew Arthurs 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Before her role today at Actabl, Shanell Marinuzzi learned the importance of "speaking owner" as a hotel general manager, connecting her work building culture and driving performance in a way that resonates with investors. In this episode, she shares how knowing the numbers, aligning team goals, and translating results into owner-friendly language helped her drive buy-in and deliver results. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this special bonus episode, Megan Yagoda Kaplan, Senior Vice President of Customer Experience at Actabl, explains how hotel leaders can unlock performance from technology by partnering with customer success teams. With a background in consulting and a team of former hoteliers, Megan shares how Actabl helps operators align tech adoption with strategic goals and measurable outcomes. This episode shows why customer success is the key to driving real results in hospitality today.Links:Request a conversation with ActablStory: Hotel Equities Invests in the Actabl Platform to Scale with PurposeStory: How Commonwealth Hotels Connected Labor and Finance to Drive Profitability Across Its Portfolio 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Before her role today at Actabl, Shanell Marinuzzi built a reputation as a hotel fixer, turning around underperforming properties. In this episode, she shares how relying on pen, paper, and spreadsheets became a limiting factor for her -- and how technology gave her time back to focus on guests and her teams. She also explains why adoption is the real key to results, and what leaders can do to make new tools stick.Also see: The Hotel Fixer: Turning Around Performance Through Leadership and CultureFrom Cost to Catalyst: Rethinking Hotel Labor Strategies for 2026 and Beyond 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Shanell Marinuzzi has been called in again and again to turn around underperforming hotels. In today's episode, she shares how she did it: building culture, lifting morale, and driving performance without big budgets.Also see: This Is Where Hotel Teams Win or Lose Today - Shanell Marinuzzi 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, we hear from Shanell Marinuzzi -- a hospitality leader known for turning around hotel performance and building strong teams -- who now helps hotel companies through her work at Actabl. She begins by recapping insights from a recent Hotel Investment Today webinar on labor strategies, and then shares why she believes it's moments like these that make or break hotel teams. You'll hear practical ways she led through tough times, empowered staff, and built a winning culture.Also see: From Cost to Catalyst: Rethinking Hotel Labor Strategies for 2026 and Beyond 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Podcasts are a powerful way for hospitality leaders to share stories and ideas, but being a great guest takes preparation. In this solo episode, Josiah Mackenzie shares lessons from 1,000+ interviews on how to prepare, communicate with confidence, and create value for listeners. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Claudio Meli, Virtuoso's Hotelier of the Year and General Manager of THE PLACE Firenze, shares how he redefines luxury by connecting guests to the city's artisans and cultural heritage. In this conversation, he explains the creation of The Place of Wonders, a foundation that supports Florence's craftspeople while offering travelers rare access to workshops normally closed to the public. Meli also discusses the broader impact on community, sustainability, and overtourism, showing how longer, more engaged stays benefit both guests and locals. Hospitality leaders will find lessons here in creating unique, purpose-driven experiences that cannot be replicated anywhere else.You may also enjoy:DJ to "Hotelier of the Year": Meet Claudio MeliNo Check-Ins: Redefining Luxury with "Sartorial Hospitality" - Claudio Meli, THE PLACE Firenze 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Virtuoso's Hotelier of the Year for 2025, Claudio Meli, General Manager of The Place Firenze, shares why true luxury begins at arrival, how "sartorial hospitality" creates unforgettable experiences, and what hospitality leaders everywhere can learn from rethinking the guest journey from the ground up. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, we get to know Virtuoso's "Hotelier of the Year" for 2025, Claudio Meli, General Manager of THE PLACE Firenze. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share the non-negotiable at the core of her leadership philosophy: caring deeply — or, as she puts it, "giving a ****." In this candid conversation, Dina explains how purpose-driven leadership connects personal values with guest experience, culture, and sustainability. She reflects on aligning her career with her ethos, creating spaces that enable meaningful memories, and why leaders must believe before asking their teams to. Hospitality leaders will find practical inspiration in this simple but powerful approach to leading with conviction and clarity. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how she would approach the first 30 days of leading a new hotel. Instead of relying on a pre-set formula, Dina explains why she treats the city itself like a resort -- drawing on local culture, parks, and other businesses as amenities that elevate the guest experience. She also shares how engaging associates unlocks creative ideas and how win–win community partnerships can drive both guest satisfaction and local impact.  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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how her team built “Chat Pineapple,” an in-house AI tool that connects guest insights across systems. More important than the technology, Dina says, is the culture that empowers teams to act creatively on that information -- turning surveys, reviews, and guest histories into memorable experiences. You'll hear what surprised her most about pre-stay guest responses, how the workflow scaled a long-standing culture of surprise and delight, and why the human element is the true driver of personalization in hospitality.See our previous episodes with Dina:How Staypineapple Enables Every Employee to Surprise and Delight - Dina Belon, StaypineappleOur Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels"Best Employer": The Secrets Behind Our Winning Strategy for People-First Culture - Dina Belon & Mike Hirschler, Staypineapple Hotels3 Stories, 1 Mission: Our Journeys to Hospitality Leadership - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple HotelsAI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, we continue our series with Dina Belon, President of Staypineapple, in a conversation hosted by our guest experience correspondent, Danica Smith. Dina shares why kiosks don't belong in her hotels, what that reveals about the role of technology in the guest experience for her company, and how independent hoteliers can compete with big brands by choosing the right tech partners.See our previous episodes with Dina:How Staypineapple Enables Every Employee to Surprise and Delight - Dina Belon, StaypineappleOur Vision: Hospitality Can Be More - Dina Belon, Staypineapple HotelsAI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, we continue our series with Dina Belon, President of Staypineapple, in a conversation hosted by our guest experience correspondent, Danica Smith. Building on yesterday's discussion about empowerment, Dina shares the practical ways Staypineapple frees its teams to focus on people.You'll hear how they eliminate SOPs and scripts, centralize administrative work to keep managers out on the floor teaching their teams, and use intuitive technology that supports rather than hinders human connection. Dina also explains why authenticity matters more than uniforms or rigid rules -- and how creating this environment helps their people thrive.See our previous episodes with Dina:How Staypineapple Enables Every Employee to Surprise and Delight - Dina Belon, StaypineappleOur Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels"Best Employer": The Secrets Behind Our Winning Strategy for People-First Culture - Dina Belon & Mike Hirschler, Staypineapple Hotels3 Stories, 1 Mission: Our Journeys to Hospitality Leadership - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple HotelsAI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, we welcome back Dina Belon, President of Staypineapple, for a conversation with our guest experience correspondent, Danica Smith. Dina shares how Staypineapple empowers every team member to bring their full, authentic selves to work -- and how that translates into deeply personal guest experiences. From interviewing every employee to capture their passions, to connecting those passions with guest stories, Dina shows why empowerment, not SOPs, is the foundation of their culture.See our previous episodes with Dina:Our Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels"Best Employer": The Secrets Behind Our Winning Strategy for People-First Culture - Dina Belon & Mike Hirschler, Staypineapple Hotels3 Stories, 1 Mission: Our Journeys to Hospitality Leadership - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple HotelsAI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Barbara Muckermann, CEO of Kempinski Hotels, reflects on her journey to the top and how she's working to elevate more women into leadership roles across the company. She shares how turning perceived weaknesses into advantages has helped her career, why she believes creating opportunities—not protections—is key for women leaders, and the importance of building trust and transparency as a CEO. Barbara also offers practical advice for aspiring executives on playing to strengths, preparing thoroughly, and developing an authentic leadership style. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Hospitality Daily careers correspondent Emily Goldfischer, who is also founder and editor-in-chief of hertelier, sits down with Barbara Muckermann, CEO of Kempinski Hotels. Barbara reflects on her first year leading the world's oldest luxury hotel brand, drawing on lessons from her career in the cruise industry. She shares insights on the “secret sauce” behind Kempinski's culture of genuine hospitality, why an asset-heavy approach matters for growth, and how the brand is positioning itself for the future. Hospitality leaders will come away with fresh perspectives on service, strategy, and sustaining legacy in a competitive market. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Hospitality Daily careers correspondent Emily Goldfischer, founder and editor-in-chief of hertelier, sits down with Barbara Muckermann, CEO of Kempinski Hotels. As the first woman to lead the 162-year-old luxury hotel group, Barbara shares her remarkable career journey from shaping the cruise industry to steering one of hospitality's most iconic brands. You'll hear lessons from leading through crisis, navigating global scale, and balancing heritage with reinvention. Read on hertelier: How Barbara Muckermann Went from Cruises to the Helm of Kempinski 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Leora Halpern Lanz, award-winning hospitality marketing leader and Associate Professor at Boston University's School of Hospitality Administration, shares how visibility can directly impact guest satisfaction. Using a real-world hotel case study, she shows why physical and digital visibility matter as much as the investments we make in renovations.Leora challenges hospitality leaders to think beyond promotion, asking whether we're measuring the right things and whether our marketing reflects true care for guest wellness. You'll hear why authentic engagement across touchpoints not only elevates the guest experience but also drives higher satisfaction scores.If you've ever wondered why great ideas and investments don't always translate into results, this conversation offers practical insights on turning visibility into value.Learn more about her new book, Developing Your Marketing Mindset.Also see: Developing Your Marketing Mindset: A Guide for Hospitality Professionals 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, we're joined by Leora Halpern Lanz: author, hospitality marketing expert, and professor at Boston University's School of Hospitality. With her new book, Developing Your Marketing Mindset, coming out today, Leora shares why marketing isn't just for marketers, but a mindset every hospitality professional needs.You'll learn how critical and strategic thinking can enhance your approach, why hospitality and marketing are deeply intertwined, as well as lessons from teaching experiential marketing and collaborating with hotels and restaurants on real-world projects.Whether you own, operate, or lead in hospitality, this conversation will help you think differently about marketing and why it matters now more than ever today. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Parents of children with special needs rarely get the rest they need, and Jimmy Peña set out to change that. Drawing on his career in private estate leadership and luxury hospitality, he founded Jordan's House, a nonprofit bed and breakfast offering world-class food, spa experiences, and radical hospitality at no cost to caregiving parents. In this episode, Jimmy shares how Jordan's House began and why “over-the-top” hospitality matters for exhausted families. Listeners will walk away with a powerful reminder of hospitality's ability to restore, renew, and transform lives.Learn more about Jordan's House here, and follow @ItsJordansHouse on Instagram for more.You may also enjoy from Jimmy:Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and MomentsHeart, Hustle & the Simple, Brutal Beauty of HospitalityHiring for Heart, Turning "Opportunity Guests" into Advocates, and Avoiding Counterfeits 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, we learn from Jimmy Peña, Director of Estate Operations for a private, ultra-high-net-worth individual. Jimmy shares how private estate hospitality demands service that exceeds even the most elite hotels, with every meal treated "like the Super Bowl." He explains the nuances of serving at this level, the daily practices that drive excellence, and how lessons from private estates can be applied to any hospitality business. Listeners will come away with a rare inside look at hospitality at its most exclusive - with insights they can use to elevate their own business.You may also enjoy from Jimmy:Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and MomentsHeart, Hustle & the Simple, Brutal Beauty of HospitalityHiring for Heart, Turning "Opportunity Guests" into Advocates, and Avoiding Counterfeits 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

What does it take to select and lead people who can deliver authentic hospitality at the highest level? In this episode, we learn from Jimmy Peña, a private estate manager in Beverly Hills and a former member of the Ritz-Carlton quality audit team, who helped shape service excellence across Forbes 5-Star and AAA 5-Diamond properties.Jimmy shares why hiring for heart and hustle is non-negotiable, how he frames service recovery by training teams to see “opportunity guests” instead of “problem guests,” and why he uses the concept of “counterfeits” to reinforce the language, behavior, and standards that define great hospitality.You may also enjoy from Jimmy: Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and MomentsHeart, Hustle & the Simple, Brutal Beauty of Hospitality 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Jimmy Peña believes hospitality comes down to two essentials: heart and hustle. In this conversation, the Beverly Hills estate manager and former Ritz-Carlton quality auditor shares what he learned shaping service excellence across Forbes Five-Star and AAA Five-Diamond properties. Jimmy reflects on the mentors who guided his career, the power of checklists and standards, and the stewardship mindset required to balance service and profit. Hospitality leaders will find practical lessons on creating dignity, empathy, and excellence in every detail.You may also enjoy from Jimmy: Hospitality as Stewardship: The Delight and Dignity of Caring for People, Places, and Moments 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Jimmy Peña is a hospitality executive, best-selling author, and nonprofit leader whose career spans luxury hotels, estate operations, publishing, and ministry. A graduate of Baylor University and the University of Texas at Tyler, Jimmy began in the world of health and fitness — becoming Worldwide Fitness Editor for Muscle & Fitness and M&F Hers, co-writing the New York Times bestseller Extra Lean with Mario Lopez. But as he explains in this episode, a childhood experience of “radical hospitality” shaped his view of service and ultimately led him to the Ritz-Carlton, where he earned the prestigious Leader of the Year Award and discovered hospitality as his true calling.Today, Jimmy serves as Director of Estate Operations for a private, ultra-high-net-worth individual, overseeing world-class service standards and asset management. He also consults with families, estates, and businesses, helping them elevate their operations and culture by drawing on Ritz-Carlton–inspired practices.In this conversation, Jimmy reflects on what he's learned along the way — from the role of structure and standards in elevating service, to why stewardship is central to hospitality, and how caring for people, places, and moments brings both delight and dignity to the work we do. Listeners will come away with a deeper understanding of service as stewardship — and how to lead with both heart and excellence in every guest experience. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Jan Freitag of CoStar and Jamie Lane of AirDNA join Hospitality Daily host Josiah Mackenzie to unpack what's really happening in our industry now. We talk about the convergence of hotels and short-term rentals, the widening gap in demand between luxury and the rest of the market, and how return-to-office policies are reshaping travel. You'll also hear insights into supply, loyalty convergence, and where opportunities exist for owners and operators today.

Ryan Bukstein has spent his career shaping people-driven brands, from his early work at Ace Hotel to leading marketing at Vacation, and now as a consultant. In this conversation, he shares how collaboration, contrarian thinking, and a love of Japan are coming together in his latest project: a curated travel experience with the founders of clean beauty brand Dam Dam.More episodes with Ryan:Ace Hotel's Early Days: Punk Spirit and Hospitality InnovationThe Art of Turning Curiosity into Brand Equity: Lessons from Ace Hotel to Vacation & BeyondWhy Mentorship Matters Now More Than EverLearn more about Ryan's firm, SMPL, 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 for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Independent hospitality is quickly growing in popularity, but discovery remains a big challenge for both travelers and operators. In this conversation, Brett McManus, owner of Après Inn in Killington, Vermont, and founder of Inndependent Stays, explains how he's addressing this gap. We discuss the costs of relying on OTAs, the power of people-first storytelling, and how AI-driven matching could reshape how travelers discover independent hospitality experiences. Learn more about Inndependent Stays and follow @InndependentStays on Instagram.See our other episodes:Fresh Insights From First-Time Hoteliers on Hospitality, Community & Accidentally Going Viral - Brett and Casey McManusHighs and Lows of Hospitality in 2025: What First-Time Innkeeper Brett McManus Learned About Guest Experience, Operations, and Tech [1-Year Check-In]How We Bring Independent Ideas to Life in Hospitality - Ryan Magnon & Scott Rohm, Ithaka Hospitality Partners 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

A year ago, Brett and Casey McManus went viral for transforming a rundown Vermont roadside motel into a thriving new hospitality concept: Après Inn in Killington, Vermont. In this follow-up conversation, Brett reflects on what he's learned as a first-time innkeeper: the highs and lows of running a seasonal business, what technology actually enables, and why guest conversations drive reviews and revenue. He also shares lessons from expanding to a second property, the efficiencies that come with scale, and why overlooked motels may represent hospitality's next big opportunity. Listeners will come away with candid insights into the realities of operating, investing, and innovating in hospitality today.More:Listen to our first episode: Fresh Insights From First-Time Hoteliers on Hospitality, Community & Accidentally Going ViralConnect with Brett on LinkedIn 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Ryan Magnon, Chief Operating Officer of Ithaka Hospitality Partners, shares a valuable lesson from his experience leading training at Chick-fil-A. While speed, accuracy, and consistency mattered in the drive-thru, the real differentiator was hospitality: how team members made guests feel in just 60 seconds.Ryan explains how Chick-fil-A trains frontline employees, many of whom are just 17 or 18 years old, to view each guest not as an order, but as a person with challenges and opportunities to be cared for. This approach transformed transactions into moments of genuine connection.For hospitality leaders, Ryan's story highlights how small interactions can shape big impressions, and why training to focus on human connection may be the most powerful investment you can make. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Hospitality excellence doesn't happen without leadership excellence, and in this episode, we hear why from two senior leaders at Ithaka Hospitality Partners. Scott Rohm, Chief Development Officer, and Ryan Magnon, Chief Operating Officer, both built their careers under Horst Schulze at The Ritz-Carlton before their current roles at Ithaka.They share how leadership becomes the real "insurance policy" for hotel owners, why the best companies focus on selecting and developing the right leaders, and how small shifts in structure and culture can transform entire organizations. Along the way, you'll hear practical lessons, from the daily responsibilities of leaders, to creating environments where people thrive, to a Shanghai dining room story that reveals the hidden power of leadership in action.For hospitality executives, this conversation offers both a strategic perspective and actionable takeaways for building stronger organizations and better guest experiences. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this conversation, you'll hear from Scott Rohm, Chief Development Officer, and Ryan Magnon, Chief Operating Officer of Ithaka Hospitality Partners, about how they've turned vision into reality across teaching hotels, culinary projects, food halls, and independent hospitality developments.We discuss how Ithaka's roots at Auburn University shaped their approach, what they've learned about partnering with owners to create distinctive projects, and why independent hospitality (with the right operating partner) can be powerful. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Budget season can be stressful for hotel leaders, but in this episode, Stephen German, SVP of Product at Actabl, shares how technology is helping hoteliers move from spreadsheets and guesswork to smarter, data-driven decisions.Stephen explains how ProfitSword provides hotel leaders with real-time visibility, alignment across properties, and powerful comparison tools, making budgeting faster and more accurate. He also highlights how recent product investments are streamlining workflows, reducing bottlenecks, and turning days of work into hours.For hoteliers seeking to reduce stress and build confidence in their planning process, this conversation provides practical insights into how technology can make a real difference this year.If you enjoyed this, you may also enjoy our other episode with Stephen: The Magic Wand Question: Building Digital Night Audit (and Hotel Tech That Matters) 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, The Hotel Financial Coach, David Lund, shares how to survive and thrive with proactive planning for 2025 and 2026. Also see:David's book, The Prosperous HotelierDavid's blogAdvice for Budget Season (earlier episode with David)Elevating Your Career through Financial Education (earlier episode with David) 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Steven Hesketh, CEO of Savvy Hotel Group and founder of Hospitality Hero, shares why recognition and kindness are essential in hospitality. From award-winning stories to everyday acts of appreciation, Steven explains how recognition transforms careers and builds stronger team cultures. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Steven Hesketh, CEO of Savvy Hotel Group, founder of Hospitality Hero, and author of the upcoming book Bee Our Guest, shares why hospitality matters now more than ever. He talks about inspiring the next generation to see hospitality as a meaningful career, and why kindness is central to our lives and work. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Jonathan Tisch, Executive Chairman of Loews Hotels, closes our series with reflections on what defines truly great hospitality executives. In this conversation with our careers correspondent, Emily Goldfischer -- also founder and editor-in-chief of hertelier -- Tisch shares leadership lessons shaped by decades of experience.You'll hear why he believes every job provides valuable knowledge, how responsibility extends far beyond “giving back,” and why the details of communication and design matter so deeply in hospitality. Tisch also explains how storytelling is at the heart of hotel leadership, and how those lessons shaped the way he built Loews Hotels.For hospitality professionals at every stage of their careers, this episode offers timeless guidance on leadership, responsibility, and growth. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Jonathan Tisch, Executive Chairman of Loews Hotels, shares how his leadership philosophy of always hiring the right person for the job often led to women rising into senior roles. Drawing on the influence of his family and the leaders he worked with throughout his career, Tisch reflects on how strong, talented women helped shape the growth and success of Loews Hotels.This conversation is hosted by Emily Goldfischer, founder and editor-in-chief of hertelier. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Jonathan Tisch, Executive Chairman of Loews Hotels, goes beyond hotels to examine travel and tourism as one of America's most powerful—but often overlooked—economic engines.Drawing on decades of advocacy, Tisch shares stories from his roots at the Regency's "power breakfasts" to lobbying Congress after 9/11. He explains how travel creates more jobs than industries like manufacturing, why lawmakers consistently underestimate its impact, and what hospitality leaders must do to change that.From educating policymakers to preparing for global events like the World Cup and the LA Olympics, Tisch makes a compelling case for unified industry advocacy. Listeners will come away with a sharper understanding of travel's economic importance, the influence of collaboration, and the responsibility every hospitality professional has to tell this story.This conversation is hosted by Emily Goldfischer, founder and editor-in-chief of hertelier. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Jonathan Tisch, Executive Chairman of Loews Hotels, reflects on 45 years in hospitality and what he learned leading the company in this conversation with Emily Goldfischer, founder and editor-in-chief of hertelier. Tisch shares how he redefined the guest experience, why team members create loyalty, and the culture shifts that helped Loews Hotels stand out.Also see on hertelier: Mr. August: Jonathan Tisch — The Original AllySee Jon's book, Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

What does it really take to get things done as a leader? In this conversation, Amy Yip—executive coach and two-time TEDx speaker—shares her insights on leading high-performing teams. She explains why purpose drives productivity, how communication expectations prevent breakdowns, and why conflict isn't something to avoid but a catalyst for innovation. Amy also highlights Google's research on psychological safety and why trust is the single biggest factor in team effectiveness. Hospitality leaders will walk away with practical lessons on creating cultures where people feel safe to contribute, stay aligned on vision, and ultimately get more done together.Also see: Leadership vs. Management: The Career-Defining Shift Amy Yip Learned at GoogleLearn more about Amy Yip's work 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 for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, we hear from Amy Yip, a former leader in Google's global food program and now a sought-after leadership coach for companies including Amazon and Verizon. Amy shares her own career-defining shift from management to leadership—moving beyond titles and task lists to authenticity, trust, and inspiring others. She reflects on lessons from mentors, including a VP at Google who pushed her to step into uncomfortable opportunities that ultimately shaped her into the leader she is today. For hospitality leaders, Amy's journey is a reminder that real leadership isn't about authority, but about unlocking potential and creating environments where people thrive.Learn more about Amy Yip's work 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 for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

When Ryan Reynolds and Rob McElhenney bought Wrexham AFC, the eyes of the world turned to a small Welsh community. For Steven Hesketh—CEO of Savvy Hotel Group, founder of The Hospitality Hero, and co-owner of Devafest—it was the beginning of something bigger. In this episode, Steven shares how local hospitality operators came together, why collaboration beat competition, and the creative ways they turned global attention into regional growth. Listeners will take away practical lessons on placemaking, building local relationships, and using hospitality as a force for community pride and transformation. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Sloan Dean returns to share a new perspective on artificial intelligence in hospitality. While AI is often framed around efficiency and cost-cutting, Sloan points to lessons from outside the industry -- like his experience with Waymo -- that show how AI can actually enhance the customer experience and create pricing power. He explores what this could mean for hotel operations, guest interactions, and the future of luxury hospitality. Listeners will come away with a new way of thinking about AI: not just as a tool for savings, but as an opportunity to elevate service and grow demand.Resources:Not Done with Sloan Dean AI Psychosis & Humanity in Hospitality Leadership - Sloan DeanNot Done: Sloan Dean After Remington - How He's Betting on Himself and What's NextMore episodes with Sloan 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Michael Escalante, former Global Vice President of Hilton's Center of Operational Excellence, shares how his team delivered 6–12% savings on labor across more than 600 hotels, while improving both guest service and employee satisfaction. Michael explains the methodology behind Hilton's approach: observing processes instead of people, quantifying human behavior, and modeling work as a function of volume. He also shares how Hilton overcame the hardest part -- change management -- by building transparency, securing buy-in from teams and unions, and creating a culture of efficiency with technology.Also see: Labor, Leadership & Leveling Up: How Michael Escalante Went from Aerospace Engineer to Hilton's Global VP of Operational Excellence 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Michael Escalante took an unexpected path from aerospace engineering to hospitality, eventually serving as Hilton's Global VP for the Center of Operational Excellence and the President of Operational Effectiveness at Hotel Asset Value Enhancement (hotelAVE). Today, he's the CEO and founder of R5 Hospitality Solutions. In this conversation, he shares how scientific thinking and people-first leadership helped him uncover hidden value, improve service, and deliver millions in labor savings across hundreds of hotels.See Michael's posts on LinkedIn.  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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Josiah Mackenzie and Sloan Dean explore the concept of "AI psychosis" - how people's over-reliance on AI tools can cause them to lose touch with reality and critical thinking skills. They discuss the evolution of leadership from physical strength to IQ to emotional intelligence, and examine how the hospitality industry has a unique opportunity to preserve human connection and counter the isolating effects of our increasingly digital world. Sloan shares his concerns as both a CEO and father about what we might be losing as a society when we outsource too much of our thinking to artificial intelligence. 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Sloan Dean shares why he stepped down as CEO of Remington Hospitality after eight transformative years, walking away to bet on himself as a founder and disruptor. He discusses enrolling in MIT AI courses, his philosophy on taking calculated risks, and why becoming CEO was never meant to be his "summit."Resources mentioned:Not Done with Sloan DeanCulture Creates Room To Thrive At Remington HotelsMore episodes with SloanResource from Actabl: The Future of Hotel Labor Management: A Smarter, People-First Approach to Profitability 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Sloan Dean shares why curiosity and the willingness to keep learning might be the most important leadership trait in hospitality today. In a candid conversation, Sloan shares his view on the flat state of RevPAR, the generational gap slowing AI adoption, and why the industry risks falling behind if it only experiments on the fringes. Drawing on his own deep dive into AI education and lessons from other industries, he offers a challenge to rethink how we grow, lead, and adapt. Resources mentioned:Not Done with Sloan DeanAI courses from MITChris Williamson podcastEvery (AI resource)More episodes with SloanResource from Actabl: The Future of Hotel Labor Management: A Smarter, People-First Approach to Profitability 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. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands