Stay informed and inspired to delight people and grow your business with short, daily conversations with interesting people doing interesting things. Hosted by Josiah Mackenzie.
In this episode, St Giles Hotel Group CEO Abigail Tan shares how her approach to leadership has evolved from self-discovery to creating a culture people can feel. Speaking with our career correspondent and hertelier founder Emily Goldfisher, Abigail reflects on the values that guide her decisions, the lessons she's learned as both a CEO and mother, and why authentic leadership and organizational behavior matter more than ever in hospitality.She discusses how she's built a loyal team—many with decades of tenure—by leading with empathy, clarity, and purpose, and how redefining risk as “adventure learning” continues to shape her growth. Listeners will take away actionable insights on building strong cultures and leading with humanity in an evolving industry.Also see:Offering Hope Through Hospitality: How We Worked with St. Giles Hotels to Create Opportunities for our Community - Greg Früchtenicht, Saira HospitalityHerstory: Abigail Tan on Leading St Giles and Building Hotels with Heart 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, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how hospitality can play a powerful role in rebuilding a community after crisis.Following two devastating wildfires and months of road closures that cut local business revenue by up to 90%, Gregory has become a leading advocate for why hospitality matters — not only for travelers, but for the people and small businesses who depend on it. He discusses Malibu's path to recovery, the importance of local collaboration, and how hotels can help re-energize entire communities through connection, care, and leadership.This episode offers a hopeful look at how hospitality leaders can help communities recover — and thrive — in the face of disruption. 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, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares what it was like to lead his team and guests through two devastating wildfires that struck Malibu just 30 days apart.Gregory recounts how preparation, calm leadership, and a deeply rooted service culture guided every decision, from midnight evacuations to supporting displaced residents and first responders. He explains how an “inverted org chart” approach empowered his team to act quickly under pressure and why culture and readiness are the true foundations of resilience.This conversation offers a firsthand look at crisis leadership in hospitality and what it takes to stay grounded, decisive, and human when everything around you is in chaos. 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, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how listening attentively to guests and empowering staff to act with autonomy define his approach to five-star hospitality. Building on yesterday's discussion about the Malibu Beach Inn's turnaround, Gregory explains how a culture of trust and responsiveness enables his team to deliver deeply personal guest experiences. You'll also hear a story from Josiah's own stay that illustrates how this philosophy comes to life in practice.For hospitality professionals aiming to elevate service and strengthen guest relationships, this episode offers a practical look at what world-class hospitality really looks like 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
In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, shares how he led a complete turnaround of this stunning oceanfront property in just two years -- a journey that took it to the top of luxury 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
In this episode, Gregory Day, President of Hospitality for Mani Brothers Real Estate Group and Managing Director of the Malibu Beach Inn, reflects on how formality and luxury have evolved across different hospitality environments.Gregory shares formative lessons from his early career, from discovering true luxury at Pebble Beach Resorts to being mentored by industry leaders and later managing at Fairmont, where excellence took on a different meaning.He discusses how definitions of formality and guest expectations vary by culture and region, and how today's leaders can balance tradition with authenticity to create memorable 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 episode, our innovation correspondent Matthias Hüttebräuker explores the power of hotel design with LIND + ALMOND's Pernille Lind, the award-winning designer behind Hotel Sanders in Copenhagen and The Newman in London. Together, they examine how thoughtful design influences how guests feel, move, and connect. 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
Chris Green, President of Humanitarian Hotels, shares what gives him hope in hospitality today. As the industry faces rising costs and flat forecasts, he explains how leaders can rebuild optimism through care, connection, and investing in their people. Also see: Hospitality as an Engine for Generosity: How Humanitarian Hotels Operates with Excellence & Gives Away 100% of ProfitsCalled to Use Your Gifts for Good (podcast w/ Fr. Mike Schmitz) 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, Chris Green, President of Humanitarian Hotels, shares how his organization gives away 100% of its profits to charity -- while operating with world-class excellence. He explains how hospitality can become an engine for generosity, where every associate, guest, and community benefits -- and challenges us to rethink what it means to pursue what's good.Links to learn more:Humanitarian Hotels Founder's StoryBusiness as a Force for Good: The Humanitarian Hotels Story (video with Glenn Haussman)Called to Use Your Gifts for Good (podcast w/ Fr. Mike Schmitz)Pulte Family Charitable FoundationA 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, Oscar Serrano shares how UMusic Hotels, a joint venture between Universal Music Group and UMusic Hospitality & Lifestyle, is reimagining hospitality at the intersection of music, entertainment, and culture. He explains how the concept evolved from the idea of connecting music superfans with real-world experiences to opening the first property in Madrid, complete with live performances, retail collaborations, and cultural programming.Also see from Oscar: How Operational Insight Fuels Commercial Success 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
In this conversation, Oscar Serrano shares how his deep operational experience has shaped the way he leads commercial strategy today. From growing up in Majorca—where tourism is part of daily life—to leading global hospitality brands, Oscar explains why understanding every aspect of operations is essential to delivering both exceptional guest experiences and strong business results.You'll hear how this operational mindset influences sales, marketing, and brand development at UMusic Hospitality, and why the most successful commercial leaders never lose sight of the guest journey. 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 hosted by Nancy Mendelson, hospitality marketing veteran Victoria Feldman de Falco, principal and co-founder of Redpoint, shares how consistent communication — even in challenging times — can drive long-term success for hospitality businesses.With more than four decades of experience shaping stories for hotels, destinations, and cruise lines, Vickie has been recognized as one of HSMAI's Top 25 Extraordinary Minds and received the organization's Winthrop W. Grice Award for Lifetime Achievement. Drawing from crises like 9/11, the Great Recession, and the pandemic, she explains why cutting PR is a costly mistake — and how steady, credible storytelling protects brand visibility, strengthens relationships, and positions businesses to rebound faster.Vickie and Nancy also discuss how to recalibrate communications strategies when budgets are tight, the rising importance of earned media in AI-driven search, and why relationships — not transactions — remain the foundation of effective hospitality marketing.For anyone making tough budget decisions or leading through uncertainty, this episode offers clear perspective and actionable lessons on how to keep your brand visible, trusted, and ready for recovery.Also see: Marketing × Operations: Teamwork for Topline Growth in HospitalityRead the article on hertelier: Hospitality PR in an AI World: Victoria Feldman de Falco on Ideas, Credibility, and Risk-Taking 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 hosted by Nancy Mendelson, hospitality marketing veteran Victoria Feldman de Falco, principal and co-founder of Redpoint, shares how marketing, PR, and operations teams can work together to drive topline growth in hospitality. Drawing from more than four decades of experience leading bold, award-winning campaigns, Vickie explains why communications shouldn't operate in silos — and how general managers play a crucial role in aligning strategy across the business.You'll hear stories that bring this to life, from creative campaigns like Cyber Monday for Hotels and Baggage Buyback to the operational realities that make or break great ideas. The conversation highlights how risk tolerance, collaboration, and clear communication can turn marketing initiatives into lasting brand value — and why PR deserves protection, not cuts, when budgets tighten.If you're focused on performance and looking for ways to strengthen collaboration across your hospitality teams, this episode delivers both perspective and practical examples you can put to work right now.Read the article on hertelier: Hospitality PR in an AI World: Victoria Feldman de Falco on Ideas, Credibility, and Risk-Taking 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 Moore, CEO of Actabl, shares insights from his recent presentation at The Lodging Conference on how hotel owners and operators are finding wins in a challenging market. He explains how owners and operators are protecting profitability by focusing on the two biggest drivers of performance today: labor and culture.Steven discusses why labor represents the most powerful lever in hotel profitability, sharing data-backed examples of both success and failure, and explores how building a culture of transparency, accountability, and empowerment can drive both engagement and financial 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 episode, Josiah Mackenzie talks with Steven Moore, CEO of Actabl, about what makes The Lodging Conference such a special event for hospitality leaders. Together they explore the conversations, connections, and collaborations that define the conference -- and what those dynamics reveal about how the hotel industry really works. Listeners will take away insights on building stronger relationships, communicating effectively, and creating events and environments that benefit everyone in hospitality.Download Actabl's presentations and more in this "digital swag bag" 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's really happening with AI in hospitality right now?In this episode, Josiah Mackenzie explores this with Drew Potter of Actabl, who brings a rare mix of hotel operations experience, hands-on AI experimentation, and a technology-provider perspective. Fresh from the Destination AI Summit in Washington, DC, Drew shares what's changed over the past year, what's actually working inside hotels today, and where guest expectations are heading next.From analyzing guest feedback with AI to preparing for LLM-driven discovery, this episode offers a grounded look at how technology is reshaping hospitality right now.Read Drew's article: Destination AI Summit 2025: A Turning Point for 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
In this episode, Andrew Arthurs, President and Chief Operating Officer at Actabl, and former CIO for some of the world's largest hotel management companies, shares how AI and smart data use are elevating the associate experience in hospitality. He explains why digitizing manual workflows isn't just about efficiency but about empowering teams and improving operations. You'll hear his perspective on where to start, how to approach data strategy, and why the best tech initiatives begin with understanding the work people do every day in the world of hospitality.Also see: Why Great Hospitality Leaders Always Return to the Front Desk 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, Andrew Arthurs, President and Chief Operating Officer at Actabl, shares how hospitality professionals can accelerate their careers by creating value through problem-solving. Drawing on his experience as a former Chief Information Officer for major hotel management companies, Andrew explains why the most successful leaders start by asking the right questions, focusing on the real problems to solve rather than the technology itself. He also reveals a simple framing question that helps you identify opportunities to drive value in your role, scale solutions across properties, and unlock career growth in the process.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
In this episode, Andrew Arthurs, President and COO of Actabl, joins us to discuss one of hospitality's biggest challenges: managing labor costs. Drawing on his experience leading at the largest hotel management companies and his recent articles in Hotel Management, Andrew shares how top hotel operators are enhancing labor efficiency through cross-functional collaboration and data-driven decision-making.Read Andrew's articles:Hotel's talent crisis is getting worse: How empathy can helpLabor costs, talent retention & the profitability equation nowLearn more about Hotel Effectiveness by Actabl 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
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
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