Hospitality Daily Podcast

In this episode, Larry Cuculic, President and CEO of BWH Hotels, shares how a meeting with his father's union attorney opened the door to West Point and shaped the leader he became. You'll hear what he learned about team, trust, and knowing your role from playing basketball for Mike Krzyzewski, and why letting go is the hardest part of leading. 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 suggestionsIf 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, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares what she learned after a retreat at Six Senses Kyoto led by Dr. Ingrid Yang, and why the idea of "collective effervescence" matters for anyone building places where people gather.Susie also reflects on why people haven't fundamentally changed, why work is increasingly where connection happens, and the everyday moments that matter as much as any retreat.Previous episodes with Susie: From MTV Producer to Leading Wellness Programming: Lessons and Observations for HospitalityThe Istanbul Insight: What Modern Spas Are Missing 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 suggestionsIf 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 sponsor bonus episode, Jerimi Ford, the Chief Innovation Officer at Actabl and founder of Transcendent, shares how AI Asset Setup is turning a days-long manual process into a 30-second photo capture, and why accurate asset data is the foundation for better capital budgeting, preventive maintenance, and benchmarking across your portfolio. You'll also hear how gamification and associate engagement features are driving real culture change on property.Learn more about AI Asset Setup from ActablListen to our past episode with Jerimi: Designing Tech That Hotel Teams Actually Want to UseListen to "Reduce Turnover & Boost Team Performance: How We're Gamifying Employee Engagement in Hotels" with Roger Robles & Emma Christensen from 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 suggestionsIf 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, Franck Desplechin, the Founder and Executive Hospitality Consultant at Incrementum, shares what he's learned from conducting undercover quality audits at luxury hotels, arriving with his wife and two young kids so they're never flagged. He breaks down the quiet, repetitive service failures that never generate complaints but drive guests away, and why emotional presence matters more than hitting every scripted touchpoint. If you're running a property and wondering why satisfaction scores look fine but repeat visits are rarer than they should be, this conversation will show you where to look.Links:Franck Desplechin on LinkedInIncrementumPresence Is The New Luxury (article by Franck)Previous episode: Beating The Trap That Burns Out Hospitality LeadersPrevious episode: Gen Z Isn't Lazy. They're Selective. Here's What That Means for You. 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 suggestionsIf 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, Jason Littrell, the founder of Kinetic Management Systems, shares a playbook for winning the before, during, and after guest conversations using AI. You'll hear his tactical approach to Google Business Profile optimization, the NPS-to-Google-review funnel that drives a 4.71-star average, and why responding to missed calls is one of the highest-ROI moves in hospitality.Watch us here on YouTubeConnect with Jason on LinkedInResources mentioned: High LevelSean Finter's "Napkinomics" framework 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 suggestionsIf 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, Sofia Vandaele, General Manager of the InterContinental New York Barclay and Regional Director for IHG Lifestyle and Luxury, shares how growing up in her parents' Belgian banquet hall shaped her view of hospitality, what working with Blackstone taught her about being a business leader, and why health challenges in COVID changed how she leads her team today.Sofia is interviewed by Emily Goldfischer, founder of hertelier and Hospitality Daily's career correspondent. Read the companion article on Hertelier: Sofia Vandaele on her career 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 suggestionsIf 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, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares how an AI meditation coach on a jhana retreat accelerated her practice and what that experience revealed about the future of guest-facing AI in hotel wellness. She explores why hotels need a wellness recommendation engine rather than just a menu, why AI can understand a guest in 200 words, and the "personal data vault" concept that could solve the privacy problem holding back luxury wellness.Read Susie's article: The AI-Native Wellness Department 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 suggestionsIf 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 Cline, the General Manager of Hotel Santa Barbara, shares the story of renovating a nearly 100-year-old, 75-key boutique hotel without closing its doors and why keeping his team employed through the process preserved knowledge that proved essential. Chris details how local partnerships with artisans bring Santa Barbara's community into every guest room, and how the hotel's new lobby bar, 1926, honors a centennial while looking forward.Mentioned in this episode:Hotel Santa BarbaraGeronimo Hospitality Group1926 Lobby BarVisit Santa Barbara 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 suggestionsIf 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 Cline, the General Manager of Hotel Santa Barbara with Geronimo Hospitality Group, shares what independent hospitality provides. Chris explains how Geronimo's 11-month "Living as a Leader" training program, their owner-operator structure, and a culture built on trust and engagement create an environment where both team members and guests thrive.  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 suggestionsIf 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, Valerie Ferguson, the former Regional General Manager of Resorts at Walt Disney World, shares what multi-generational travel reveals about guest behavior, loyalty, and long-term revenue. Drawing from her experience across luxury and large-scale operations, she explains why family travel is expanding across three generations and how that shift is reshaping expectations. You'll hear how shared experiences, not amenities, drive repeat visits, and how hotels can design activities and programming that resonate with grandparents, parents, and kids at the same time. If you're looking to capture more demand from high-value family travelers, this episode gives you a clear lens on where to focus.You may also like:Operations Is Why Guests Come Back - Valerie FergusonYour Guests Define Your Brand Now - Valerie Ferguson 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 suggestionsIf 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, Amanda Frasier, the President of Standards and Ratings at Forbes Travel Guide, shares with hertelier founder Emily Goldfischer what goes into hosting their annual summit in Monaco for the world's top hoteliers, how their star rating system actually works across 500+ evaluation standards, and where Forbes Travel Guide is expanding next into river cruises, trains, and adventure travel. You'll also hear about the new Women in Leadership Survey from hertelier, which found the percentage of FTG partner hotels run by women, and what that means for the industry going forward.Mentioned in this episode:Previous interview with Amanda Frasier on Hospitality DailyForbes Travel GuidehertelierThe Leadership Reset: Women in Hospitality Leadership Survey (Hertelier x Forbes Travel Guide)Cedric Grolet on InstagramConnect:Amanda Frasier on LinkedInEmily Goldfischer 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 suggestionsIf 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

David Mariotti is a veteran hospitality leader with experience including roles as GM, area GM, and VP of Operations at Remington Hospitality, managing properties like One Ocean Resort & Spa in Atlantic Beach, Florida.Recently, David began volunteering at the Gabriel House of Care, a nonprofit hospitality house on the Mayo Clinic campus in Jacksonville, Florida, that provides affordable lodging to organ transplant and cancer patients and their caregivers.In this conversation, David shares how volunteering has reconnected him to the core of hospitality, what hotel leaders can learn from serving in unfamiliar environments, and practical ways to build volunteering into your team's culture, including the "care committee" model he used at his resort.Topics covered:Operating a hotel during COVID with a team of eightGrowing up in his father's laundry and dry cleaning business in St. AugustineThe story of the Gabriel House of Care and Jorge Bacardi's double lung transplantHow slowing down and connecting with vulnerable guests builds hospitality skillsThe care committee model for property-level community involvementHosting surf camps, 5Ks, and serving meals as team volunteeringResources mentioned:Gabriel House of CareHealthcare Hospitality Network (100+ hospitality houses across North America)Jon Gordon's books: The Power of Positive Leadership, The Power of a Positive Team, Seven Commitments of a Great Team, The Energy Bus, Difficult Conversations Don't Have to Be DifficultRonald McDonald HouseHEAL (Healing Every Autistic Life)Connect with David Mariotti: 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 suggestionsIf 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, Mike Baxter, the Co-Founder of House of Gods, shares why capital isn't the biggest barrier to opening a hotel and what investors actually look for when backing new hospitality brands. This is the final episode in a three-part series hosted by guest experience correspondent Danica Smith, 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 suggestionsIf 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, Mike Baxter, House of Gods founder, shares why boutique hotels should be defined by purpose rather than aesthetics, and what gets lost when chains acquire boutique brands. From the financial foundations that need to come first to his concept of "demand sovereignty," Mike offers a direct challenge to operators who treat guest experience as an add-on revenue line.This episode is hosted by our guest experience correspondent, Danica Smith. 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 suggestionsIf 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, Mike Baxter, House of Gods founder, shares the origin story behind his boutique hotel brand and why he believes most hotels confuse boutique aesthetic with actual boutique identity. Mike explains why story and purpose matter more than design trends, and how the right narrative attracts both guests and team members who believe in the product. Listen for his take on why hotels should be a fantasy, not a nicer version of your living room.This episode is hosted by our guest experience correspondent, Danica Smith. 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 suggestionsIf 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, GB Sharma, the Founder and CEO of Mosaic Hospitality, shares how hotel owners can build a unified commercial engine and turn proprietary data into a competitive moat. GB breaks down the zero-click search shift reshaping discovery, why you should focus on data cleansing, and how structured proprietary data becomes a valuation layer at exit. Watch this conversation on YouTube A few more resources:If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf 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, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why development-driven leadership outperforms and how understanding each team member's individual motivation builds the kind of loyalty that survives busy weekends and hard shifts. If you're trying to engage Gen Z or rethink how you lead frontline teams, Franck's approach is worth learning from.Also see: Beating The Trap That Burns Out Hospitality Leaders 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 suggestionsIf 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, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why chasing titles without alignment leads to burnout and how redefining growth as depth rather than height changed his career. From becoming the youngest executive chef of a St. Regis to finding fulfillment through coaching his team, Franck offers a practical perspective on staying connected to the craft that brought you into 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 suggestionsIf 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, Dr. Noah St. John, keynote speaker, executive coach, and author of 27 books, shares why most organizations are failing at AI adoption, not because of the technology, but because they're ignoring the human operating system required to use it. He walks through his "invisible brake" framework for identifying and removing the hidden fear and friction that keep teams from leveraging AI, and offers a practical starting point any leader can act on today.Links:Noah St. John on LinkedInNoahStJohn.com (get your free Invisible Brake Score)Book an Invisible Brake AuditWatchNoahTV.com (Noah's YouTube channel)BookNoah.com (book Noah to speak) 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 suggestionsIf 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, Kimberly Ofrecio, Group Commercial Director at Macdonald Hotels & Resorts, talks with our guest experience correspondent Danica Smith about what it takes to lead as a woman in hospitality, from unlearning the need to have all the answers to navigating the double standards that still exist in C-suite roles. With only 14% of hospitality C-suite positions held by women, Kimberly shares how her cross-industry, cross-cultural career shaped a leadership style built on directness, empathy, and curiosity, and why the best advice she can give aspiring leaders is to stop waiting until they feel completely ready. 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 suggestionsIf 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, Kimberly Ofrecio, the Group Commercial Director at Macdonald Hotels & Resorts, shares what hotels can learn from airlines and luxury retail about data discipline, personalization, and commercial strategy. This conversation will challenge you to rethink what happens before a guest ever arrives at your property. This episode is hosted by our guest experience correspondent, Danica Smith. 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 suggestionsIf 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, Azim Saju, the CEO of ARK Holdings, shares why he's raising financial literacy for every team member in his hotels, from housekeepers to front desk agents, and how that directly impacts hotel valuations, renovations, and retention.  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 suggestionsIf 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, Patrick Norton, Chief Marketing Officer and Partner at Brittain Resorts and Hotels, shares how his team drives 85% direct bookings across 30+ properties by building an always-on commercial engine that generates demand rather than waiting for it. Patrick explains why he moved the CDP to the center of his technology stack rather than the PMS, how his Seasons of Rewards campaign generated $102 million in revenue with a 5,500% ROI, and why he treats OTAs as one-time matchmakers to build guest history quickly. You'll also hear his approach to AI-assisted recruiting and how condo-hotel management requires a fundamentally different playbook from traditional hotels.Learn more about Brittain Resorts and HotelsA few more resources:If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf 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, Ben Campbell, the President and CEO of Hospitality America, shares why the traditional path from frontline roles to executive leadership is at risk in an AI-driven world, and what hotel companies need to do about it now. Ben discusses how he's challenging his executive team to rethink talent development, why cross-functional training across properties could be the new leadership pipeline, and why he's cautious about deploying AI tools to properties before solving for confirmation bias.Listen to the first part of our conversation: How a Revenue Manager-Turned-CEO Drives Profit as Market Conditions Shift 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 suggestionsIf 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, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, asks Josiah Mackenzie what's on his mind recently. What's your take? Send him a note hereA few more resources:If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf 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, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how his team and the broader hospitality industry responded when guests from The Summit were stranded by the war in Iran. From coordinating accommodations in Monaco and Nice with partners including Monte-Carlo Société des Bains de Mer and Hôtel Le Negresco, to governments in Abu Dhabi and Dubai stepping up to cover hotel costs for stranded travelers, Stuart reflects on hospitality's role as a refuge in crisis.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 suggestionsIf 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, Stuart Greif, Chief Strategy & Innovation Officer at Forbes Travel Guide, shares an inside look at The Summit by Forbes Travel Guide, where the world's top luxury hospitality leaders gathered to celebrate, learn, and experience hospitality. Stuart explains how the event brought together luxury brands such as Bugatti, Michelin-starred chefs such as Daniel Boulud and Alain Ducasse, and speakers ranging from Chris Gardner to Joe Pine -- and why hospitality is becoming the unifying thread across luxury automotive, fashion, and real estate. 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 suggestionsIf 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, Stuart Greif, the Chief Strategy and Innovation Officer at Forbes Travel Guide, shares key findings from McKinsey data showing that more than 80% of how you appear in AI search is based on reputation, not your own content. Stuart breaks down what this means for operational excellence, training, and how trust becomes the ultimate differentiator.Previously with Stuart:The Next Phase of AI Adoption Inside Hotel Companies (January 2026)Where The Real AI Revolution Is Happening Now in Hospitality (August 2024)What Are We Missing With AI in Hospitality? (February 2024) 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 suggestionsIf 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, Ben Campbell, the President and CEO of Hospitality America, shares how he's navigating flat demand and rising costs by investing in data foundations and doubling down on both AI and human-led sales. You'll hear why he believes every piece of business has its own profitability, how his revenue management background shapes his strategy, and how the company's PEACH culture creates accountability and performance from the top down.This episode is brought to you with support from Actabl. Learn more about the products Ben mentions in this episode: ProfitSword and Hotel Effectiveness 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 suggestionsIf 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, Valerie Ferguson, the former chair of the American Hotel and Lodging Association, shares why operations is the single function that defines your brand and determines whether guests come back. She explains how cleanliness, safety, and emotional connection form the foundation every brand depends on, and why she always hired for empathy over experience. Valerie also reveals how involving housekeepers and frontline staff in service design led to consistently higher guest satisfaction scores across every property she led. 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 suggestionsIf 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, Valerie Ferguson shares why the guests experiencing your hotel now define your brand more than your marketing ever could. Drawing on nearly five decades at Hyatt, The Ritz-Carlton, Loews Hotels, and Disney, Valerie explains why online reviews have become the most important business driver 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 suggestionsIf 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

Josiah Mackenzie shares the top takeaways he had from this year's Hunter Hotel Investment Conference. 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 suggestionsIf 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, Valerie Ferguson, the former Director of Lodging at Walt Disney Parks and Resorts and past Chairman of the American Hotel and Lodging Association, shares what she wishes she could have said earlier in her career about the tension between owner expectations and taking care of your people. Drawing on nearly five decades leading at hospitality companies, Valerie talks about the political pressure of owner meetings, why employee housing and fair compensation should be part of the development plan, and what it takes to fight the right battles in ownership conversations without losing your ability to inspire your team. 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, Valerie Ferguson, an 18-year veteran of Hyatt Hotels, shares how Hyatt's culture of trust and creative freedom produced innovations, from coordinated amenities to club level.  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

Valerie Ferguson reflects on her leadership as General Manager of The Ritz-Carlton, Atlanta. She explains why community engagement played a central role in her leadership of the hotel and in building relationships across the city. Valerie shares how initiatives like volunteering with Project Head Start strengthened team pride, deepened empathy, and reinforced the idea that hospitality leaders serve their teams as much as their guests. Her perspective offers a clear reminder that strong hospitality businesses grow from strong connections with their surrounding communities.Listen to our episodes with Horst Schulze hereYou may also enjoy: Hospitality as an Engine for Generosity: How Humanitarian Hotels Operates with Excellence & Gives Away 100% of Profits - Chris GreenImpact Hospitality: How Hotels Can Build Community & Drive Change - Donte Johnson & Jason BassWorking With The LeBron James Family Foundation To Empower People Through Hospitality Skills Training - Stephan Bogardus and Tommy Ostrum, Graduate 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

Nathan Woods, founder of Beloved Hospitality, returns to share how hospitality principles apply beyond hotels and restaurants. Drawing on ideas from Unreasonable Hospitality, he explains how leaders in industries such as insurance are rethinking customer relationships through a hospitality lens. Nathan breaks down how he teaches teams to see hospitality as a posture, not an industry, and why mapping the real customer journey reveals overlooked opportunities to serve people well. You'll also hear how he's building simple systems through his “Hospitality OS” approach to turn everyday interactions into meaningful moments and sustain the people whose work centers on serving others.More:Listen: AI Is Not the Threat to Hospitality. Artificial Hospitality Is. (Nathan Woods)Listen: Cultivating Heartfelt Hospitality - Nathan WoodsListen: From Track and Field to Treehouses: Lessons for Hospitality From Building Businesses In Other Industries - Nathan Woods, Bolt Farm Treehouse 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

Nathan Woods, founder of Beloved Hospitality, joins the show to share his perspective that the real threat to hospitality is not artificial intelligence—it's artificial hospitality. Drawing from his own work experimenting with AI, Nathan explains why technology does not weaken human connection on its own. The real risk appears when we let systems replace care and attention for our guests.More:See Nathan's post on this on LinkedInRead Nathan's newsletter on thisListen: Cultivating Heartfelt Hospitality - Nathan WoodsListen: From Track and Field to Treehouses: Lessons for Hospitality From Building Businesses In Other Industries - Nathan Woods, Bolt Farm Treehouse 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 speaks with Mark Fancourt, cofounder and principal at TRAVHOTECH, and a former senior leader across global hospitality brands and technology companies. Their conversation explores what hotel leaders often misunderstand about technology strategy. Mark shares why many hotels invest heavily in new systems but still struggle to translate those investments into operational results. The discussion centers on the foundational role of structured data, organizational discipline, and education in unlocking the real value of technology.Josiah and Mark also examine the excitement around artificial intelligence in hospitality but why AI alone will not solve operational challenges without the right data foundations in place. Along the way, Mark offers a candid perspective on the industry's long-standing technology silos and outlines what a more integrated, platform-driven future could look like for hotel operations.For hotel leaders focused on improving performance, the episode offers practical insight into how better data structure, stronger technology partnerships, and better-trained teams can turn existing tools into a meaningful advantage. 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, Lisa Chung, Design Director at Gensler, shares how hospitality leaders should think about design through the lens of human needs. Drawing on insights from Gensler's latest design forecast, she explains why great hospitality environments start with understanding how people want to feel, connect, work, and recharge when they enter a space.In the conversation, Lisa discusses how wellness extends far beyond traditional amenities like spas and gyms, how hotels are creating flexible spaces that support both connection and intentional disconnection, and why timeless human behaviors matter more than short-term design trends. For owners, developers, and operators, the episode offers a clear perspective on how thoughtful design decisions shape guest experience and long-term hotel performance.Download the Gensler Design Forecast® 2026 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

Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares the leadership principles that shape strong teams. Drawing on experience across Michelin-recognized hotels, airlines, and senior living, she explains why trust, transparency, and follow-through sit at the center of effective leadership. She shares how leaders build loyalty by showing up for their teams, recognizing success, and stepping in early when someone struggles instead of waiting for failure. Hospitality leaders will gain a clear perspective on earning trust, removing ego from leadership, and building teams that move forward together. 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

Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, and former Vice President of Operations at Palisades Hospitality, shares a leadership lesson from one of the most overlooked departments in hospitality: housekeeping. Drawing on her experience working across many operational roles, she explains why leaders must understand frontline work in order to lead effectively. Kristina also discusses how cultural awareness shapes communication and why intention alone is not enough when leading diverse teams. Hospitality leaders will gain practical insight into building trust, communicating clearly, and leading teams with respect and understanding.Resources:Psicología del Mexicano en el Trabajo — Mauro Rodríguez Estrada 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

Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares how she's applying hospitality principles to an industry that might be a little unexpected. After nearly years running Michelin-recognized boutique hotel properties, she transitioned to build hospitality training programs for caregivers and partner with outside brands to offer concierge-level services without the overhead. If you've ever wondered where your hospitality skill set has the most untapped value, or what your operations could borrow from a sector built around multi-year guest relationships, this conversation will reframe how you think about both. 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 the show after completing MIT's AI Strategy and Leadership program to share how he's applying AI in his work daily. The conversation covers two practical use cases for hotel GMs: using Claude as an executive assistant for email and communication, and as a financial analyst for P&L benchmarking and cost analysis. Sloan also walks through the power and limitations of "vibe coding" and why the hotel leaders who lean into AI now will be the ones leading in the future. If you want to know where AI delivers real value today and where it still falls short, this is one you won't want to miss.Resources:Watch this conversation (and bonus content) on YouTubeNot Done podcastClaude CodeManus AIGamma 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, Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares lessons from an earlier chapter of her career working guest services in the airline industry. She explains how operating in a high-pressure airport environment shaped her mindset around speed, urgency, and decision-making in hospitality. The conversation explores what those lessons mean for hotel operations, hiring people who thrive in fast-changing environments, and building a career in service leadership. 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

Hotel earnings calls reveal how major brands and ownership groups view the business right now. In this solo episode, Josiah Mackenzie reviews recent calls from companies such as Marriott, Hilton, Hyatt, Wyndham, and more to surface the signals hospitality leaders shared with investors. The discussion covers the financial performance behind asset-light brand models, how AI already drives sales productivity and direct bookings, and why ancillary revenue like food and beverage, spa, and experiences drives a larger share of hotel growth. You will also hear insights on the slowdown in new hotel supply, the rising importance of authentic guest experiences, and what the recovery in San Francisco shows about how perception and investment shape hotel markets. 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

Sloan Dean, host of the Not Done podcast, reflects on what he has changed his mind about after interviewing some of the most influential leaders across hospitality and technology. In this episode, he shares why he believes traditional loyalty programs are losing strength, reframing points as a form of currency that many brands have steadily devalued. He also explains how AI and data are accelerating a power shift in travel, with technology platforms and distribution channels capturing more value than asset owners. If you lead, invest in, or operate hotels, this conversation will challenge how you think about loyalty, scale, and where value flows next.Also see:Our full conversation on YouTubeNot Done: Sloan Dean After Remington - How He's Betting on Himself and What's Next 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

Sloan Dean, host of the Not Done podcast and former CEO of Remington Hospitality, returns to share a leadership lesson he gained from an unlikely source: an orchestral conductor. After attending a YPO session led by a professional conductor, Sloan began rethinking the role of a leader as less of a performer and more of a conductor, someone who makes no sound yet drives performance through clarity, intention, and trust. In this conversation, he unpacks why command kills and connection creates, why leaders must face their teams instead of the crowd, and how ego becomes the biggest obstacle at the top. If you're leading in hospitality and want to elevate team performance without micromanaging, this episode will challenge how you see your role.Also see:Our full conversation on YouTubeIf you want to change the world, change yourself - Sloan Dean, Remington HotelsDirect Access Leadership: The Key To Building A Winning Culture - Sloan Dean, Remington HospitalityNot Done: Sloan Dean After Remington - How He's Betting on Himself and What's Next 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, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, discuss how technology is influencing what people want from travel and real estate today. Abhi explains why the human need for experience and curiosity is showing up across asset classes, with multifamily and wellness real estate borrowing from hospitality's playbook. Jeanelle brings the consumer perspective to life, sharing a personal story about planning a family trip to Japan and how platforms like TikTok and Instagram create urgency and fear of missing out around places people feel compelled to experience firsthand. For hospitality leaders, this conversation offers a look at why consumer tech is coinciding with strong demand for in-person experiences—and what that means for how properties are designed, positioned, and operated. 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

Jeanelle Johnson, Managing Partner at PwC, shares why their firm is making a deliberate investment in human skills now. As large language models reshape professional services, they argue that critical thinking, storytelling, curiosity, and relationship-building will determine who creates real value. This conversation explores PwC's Human Skills Project and why knowledge alone is no longer a differentiator.  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, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, explore what the robotics conversation in hospitality is really about. They discuss where robotics makes practical sense today, and where human judgment and interaction remain essential. The conversation then shifts to the structural realities of the hotel business, including ownership models, incentive misalignment, and the complexity of the ecosystem that often slows technology adoption. You'll walk away with a clearer understanding of why innovation in hospitality is less about the technology itself and more about who pays, who benefits, and how alignment drives change. 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, Jeanelle Johnson, Managing Partner at PwC, and Abhi Jain, Partner at PwC, break down what defined 2025 and what hotel leaders must focus on in 2026. From the rise of a two-speed market to persistent margin compression, they explain why operational excellence is now the primary driver of asset value. We explore how AI, "synthetic customers," and stronger data governance are reshaping pricing, product development, and time-to-market. If you own, operate, or invest in hotels, this conversation will help you compete in a structurally different hotel economy.Reports mentioned in the conversation:PwC Hospitality Directions US - the hotel industry outlook report discussedPwC & ULI Emerging Trends in Real Estate 2026 - the report that identified operational excellence as the driving force for value creationPwC Holiday 2025 Spending Signals for 2026 - the post-holiday data showing the income-based spending divergence   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