Podcasts about guest experience

This week on Skip the Queue, we're stepping into the turret and turning up the tension, as we explore one of the UK's most talked-about immersive experiences.Our guest is Neil Connolly, Creative Director at The Everywhere Group, who have brought The Traitors Live Experience to life. With over 10 million viewers watching every betrayal, backstab and banishment on the BBC show, expectations for the live version were nothing short of murderous.So, how do you even begin to transform a TV juggernaut into a thrilling, guest-led experience? Let's find out who's playing the game… and who's about to be banished…Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn. Show references: The Traitors Live website: https://www.thetraitorslive.co.uk/Neil's LinkedIn: https://www.linkedin.com/in/neil-connolly-499054110/Neil Connolly is a creative leader of design and production teams focused on development, production and installation of live theatre, entertainment, multi-media and attractions for the themed entertainment industry worldwide.Neil began his career as a performer, writer, producer & artist in Londons alternative theatre/art scene. It was during this time Neil developed a love and passion for story telling through the platform of interactive playable immersive theatre.Having been at the vanguard of playable & immersive theatre since 2007, Neil had a career defining opportunity in 2019 when he devised, wrote & directed an immersive experience as part of Sainsbury's 150th Birthday Celebrations. Making him the only immersive theatre & game maker in the world to have HRH Elizabeth Regina attend one of their experiences.In a distinguished career spanning 20 years, Neil has brought that passion to every facet of themed entertainment in the creative direction and production of attractions such as; Handels Messiah, Snowman & The Snowdog, Peppa Pig Surprise Party, Traitors Live, The Crystal Maze Live Experience, Tomb Raider Live Experience & Chaos Karts, an AR go-kart real life battle. Other clients and activations include: Harrods, Sainsbury's, Camelot/The National Lottery, Samsung, Blenheim Palace, Land Rover and Warner Brothers.Neil has worked across 4 continents for many years with private individuals; designing, producing and delivering live entertainment on land, sea & air. A world without boundaries requires freethinking.Neil is currently working with Immersive Everywhere on creative development of show and attraction content for projects across U.K, Europe, North America & Asia. Transcriptions:  Paul Marden: This week on Skip the Queue, we're stepping into the turret and turning up the tension as we explore one of the UK's most talked about immersive experiences.Paul Marden: Our guest is Neil Connolly, Creative Director at The Everywhere Group, who've brought The Traitor's live experience to life. With over 10 million viewers watching every betrayal, backstab and banishment on the BBC show, expectations for the live version were nothing short of murderous. So how do you even begin to transform a TV juggernaut into a thrilling guest-led experience? Let's find out who's playing the game and who's about to be banished.Paul Marden: So, we're underground. Lots of groups running currently, aren't they? How did you make that happenNeil Connolly: Yeah, so now we're two floors under us. There's a lower basement and some other basement. So the building that we are in, there's a family in the 1890s who owned all of the land around Covent Garden and specifically the Adelphi Theatre.Paul Marden: Right.Neil Connolly: And they wanted their theatre to be the first theatre in the UK to have its lights powered by electricity. So they built their own private power station in this building. Like, literally like, all this, this is a power station. But unfortunately for these the Savoy had taken to that moniker, so they quickly built their important institution. The family had this building until the 1980s when the establishment was assumed through the important UK network.Neil Connolly: And then it was sat there empty, doing nothing for 40 years. And so the landlord that is now started redeveloping the building 10 years ago, added two floors onto the top of the building. So now what we're in is an eight-storey structure and we've basically got the bottom four floors. Two of which are ground and mezzanine, which is our hospitality area. And the lower two floors, which are all in the basement, are our experience floors. What we're looking at right now is, if you look off down this way to the right, not you people on audio, but me here.Neil Connolly: Off this side is five of the round table rooms. There's another one behind me and there's two more upstairs. And then I've got some Tretters Towers off to the left and I've got my show control system down there.Neil Connolly: On the floor above me, we've got the lounges. So each lounge is connected to one of the round table rooms. Because when you get murdered or banished, one of the biggest challenges that I faced was what happens to people when they get murdered or banished? Because you get kicked out of the game. It's not a lot of fun, is it? Therefore, for me, you also get kicked out of the round table room. So this is a huge challenge I face. But I built these lounge concepts where you go— it's the lounge of the dead— and you can see and hear the round table room that you've just left. We'll go walk into the room in a while. There's lots of interactivity. But yeah, super fun. Neil Connolly: But unfortunately for these the Savoy had taken to that moniker, so they quickly built their important institution. The family had this establishment until the 1980s when the establishment was considered through the important UK network.Paul Marden: Yeah. So we've got 10 million people tuning in to Traitors per episode. So this must be a lot of pressure for you to get it right. Tell us about the experience and what challenges you faced along the way, from, you know, that initial text message through to the final creation that we're stood in now.Neil Connolly: So many challenges, but to quote Scroobius Pip on this, do you know Scroobius Pip? Paul Marden: No. Neil Connolly: Great, he's amazing. UK rapper from Essex.Neil Connolly: Some people see a mousetrap and think death. I see free cheese and a challenge.Neil Connolly: There's never any problems in my logic, in my thinking. There's always just challenges to overcome. So one of the biggest challenges was what happens to people when they get murdered or banished. The truth of the matter is I had to design a whole other show, which happens after this show. It is one big show. But you go to the Lounge of the Dead, there's more interactivity. And navigating that with the former controller, which is O3 Media and IDTV, who created the original format in the Netherlands, and basically designing a game that is in the world and follows the rules of their game with some reasonable adjustments, because TV and live are not the same thing.Neil Connolly: It takes 14 days to film 12 episodes of The Traitors. Paul Marden: Really? Okay. Neil Connolly: So I was like, how do I truncate 14 days of somebody's life down into a two-hour experience and still deliver that same impact, that same power, that same punch?Paul Marden: Yep.Neil Connolly: But I knew from the beginning of this that it wasn't about time. There is a magic triangle when it comes to the traitors, which is time, space, atmosphere. And time was the thing that I always struggled with. I don't have a Scottish cattle show, and I don't have two weeks. No. So I'm like, 'Cool, I've got to do it in two hours.' So our format follows exactly the same format. We do a breakfast scene, then a mission, then a roundtable banishment, then there's a conclave where the traitors meet and they murder somebody. And I do that in a seven-day structure, a seven-day cycle. But it all happens within two hours around this round table.Neil Connolly: I'm the creative director for Immersive Everywhere. We're a vertically integrated structure in the sense that we take on our own venues. So we're now standing in Shorts Gardens in the middle of Covent Garden. So we've leased this building. We've got a lease that is for a number of years and we have built the show into it. But we also identify the IP, go after that ourselves, we capitalise the projects ourselves. We seek strategic partners, promoters, other people to kind of come involved in that journey. But because we're also the team that are licensing the product, we are also the producers and I'm the creative director for that company. So I developed the creative in line with while also getting the deal done. This is incredibly unusual because other producers will be like, 'Hey, I've identified this IP and I've got it.' Now I'm going to approach a creative agency and I'm going to get them to develop the product. And now I've done all of that, I'm going to find someone else to operationally put it on, or I'm going to find a venue to put it on in, and then I'm going to find my ticketing partner.  But we don't do that. We have our own ticketing platform, and we have our own database, so we mark our own shoulders.Neil Connolly: As well as other experiences too. Back, we have our own creative industry, we are the producers, we are the female workers. So we cast it, we hire all the front of house team, we run the food and beverage, we run the bars. The operations team is our operations team because they run the venue as well as the show at the same time. So that's what I mean. We're a vertically integrated structure, which means we do it, which makes us a very unusual proposition within... certainly within the UK market, possibly the world. It makes us incredibly agile as a company and makes us to be able to be adaptive and proactive and reactive to the product, to the show, to the market that we're operating in, because it's all under one roof.Neil Connolly: This show started January 24th, 2023. Right. It's very specific because I was sitting on my sofa drinking a lovely glass of Merlot and I had just watched... UK Traitors, Season One. Yep. Because it came out that Christmas. Immediately I was like, 'Oh my God, this is insane.' And then I got a text message that particular night from our head of licensing, a guy named Tom Rowe, lovely man. And he was like, Neil, I'm at a licensing event with some friends of mine and everyone's talking about this thing called Traitors. I've not watched it. Have you watched it? Sounds like it might be a good thing. And so I sat back and drank my Merlot. And about five minutes later, I text him back and I was like, Tom, get us that license.Neil Connolly: And then I sent him a bunch of other details of how the show in my head would work, both from a commercial standpoint, but also from a creative standpoint, because I'm a commercially minded creative. Right. So I instantly took out my notebook and I started writing down exactly how I thought the show was going to do, the challenges that we would face and being able to translate this into a live thing. But I literally started writing it that night. And then he watched the first episode on the train on the way home. And then he texted me the next morning and he was like, 'I love it.' What do we need to do? And I was like, 'Get us in the room.' Two days later, we were in the room with all three media who own the format globally.Paul Marden: Okay.Neil Connolly: So we sat down and then they came to see one of our other shows and they were like, 'Okay, we get it now.' And then that was like two and a half years of just building the show, getting the deal done and facing the myriad of challenges. But yeah, sometimes it just starts with the text message.Paul Marden: So they get to experience all the key parts of the TV.Neil Connolly: All the key beats. Like right now, I'm holding one of the slates. They're not chalkboard slates. Again, this is... Oh, actually, this is a good challenge. So in the TV show, they've got a piece of slate and they write on it with a chalkboard pen. This seems so innocuous and I can't believe I'm talking about this on a podcast.Neil Connolly: Slategate was like six months of my life. Not in its entirety, but it was a six month long conversation about how we do the slates correctly. Because we do... 48 shows a day, six days a week. And those slates will crack. They will bash. And they're kind of a bit health and safety standards. I was like, can't have them. Also, they write on them with chalk pens, white ink chalk pens. But in the TV show, you only do it once a night. Yeah.Paul Marden: And then you have a producer and a runner.Neil Connolly: They just clean them very, very leisurely and set them back for the next day. And I was like, no, I've got to do a whole bunch of roundtable banishments in two hours. So we talked a lot about material, about style, literal viewership, because if you take a seat at the table. Yeah. If you're sitting at the table here, you'll notice that we've got a raised bit in the middle. If I turn mine around, the other person on the other side can't see it. So I was like, 'Okay, cool.' So we had to do a whole bunch of choreography. But also, the room's quite dark. Yes. At times, atmospheric. Yeah. In that magic triangle time-space atmosphere. So anything that was darker, or even that black slate, you just couldn't read it. And then there was, and then I had to— this is the level of detail that we have to go into when we're designing this kind of stuff. I was like, 'Yeah, but I can't clean off these slates with the white ink because everyone will have to have like a wet cloth chamois. Then I've just got loads of chamois around my venue that I just don't need.' And so then we're like, 'Oh, let's use real slates with real chalk.' And I was like, 'No, because dust will get everywhere.' I'll get chalk just all over my table. It'll just ruin everything. It'll ruin the technology that's inside the table because there's lots of hidden tricks inside of it. Paul Marden: Is there really? Yeah, yeah, yeah.  Neil Connolly: There's loads of hidden tricks inside the table. So after a while, going through many different permutations, I sat down with Christian Elenis, who's my set designer and my art director. And we were, the two of us were nearly in tears because we were like, 'We need,' and this only happened like.Neil Connolly: I would say two, three weeks before we opened. We still hadn't solved how to do the slate, which is a big thing in the show. Anybody who's seen the show and loves the show knows that they want to come in, they want to write somebody's name on the slate, and they want to spell the name incorrectly.Neil Connolly: Everyone does it on purpose. But I wanted to give people that opportunity. So then eventually we sat down and we were like, Christian, Neil. And the two of us in conversation went, why don't we just get a clear piece of Perspex, back it with a light coloured vinyl. And then Christian was like, 'Ooh,' and I'll make it nice and soft and put some felt on the back of it, which is what I'm holding. And then why don't we get a black pen? And we were like, 'Yeah,' like a whiteboard marker. And then we can just write on it. And then A, I can see it from the other side of the table. Thing one achieved. Two. Every marker pen's got an eraser on the top of it. I don't know why everyone thinks this is important, but it is. That you can just rub out like that, and I'm like, 'There's no dirt, there's no mess, and I can reuse this multiple times, like dozens of times in the same show.' And I know that sounds really weird, but that's the level of design I'm going to need.Paul Marden: I was just about to say, and that is just for the chalkboard. Yeah. Now you need to multiply that. How many decisions?Neil Connolly: How many decisions in each game. But also remember that there are eight round tables in this building. Each round table seats 14 people. And we do six sessions a day. So first ones at 10 a. m. Then we do 12, 2, 4, 6, and 8 p. m. So we do 48 shows a day, six days a week.Paul Marden: I love the concept that these are shows. This is not this is not visitor attraction. This is theater repeated multiple times a day for multi audience is concurrently.Neil Connolly: And I've just spent five minutes describing a slate to you. Yeah. But like, I haven't even got— it's like the sheer amount of technology that is in the show. And again, theatrical, like, look above our heads. Yeah. You've got this ring light above every seat. It's got a pin light. There's also microphones which are picking up all the audio in the room, which again is translating to the lounge of the dead. Every single one of the round table rooms has four CCTV cameras. Can you see that one in the corner? Each one of them is 4K resolution. It's quite high spec, which is aimed at the opposite side of the table to give you the resolution in the TV. In the other room. Then you've got these video contents. This is constantly displaying secret information through the course of the show to the traitors when they're in Conclave because everyone's in blindfolds and they took them off. They get secret instructions from that. There's also a live actor in the room. A live actor who is Claudia? They're not Claudia. They're not pastiches of Claudia. They are characters that we have created and they are the host of The Traitor's Game. Right. They only exist inside this building. We never have them portrayed outside of this building in any way whatsoever.Neil Connolly: They are characters, but they live, they breathe— the game of Traitors, the world of Traitors, and the building that we have designed and constructed here. And they facilitate the game for the people. And they facilitate the game for the people. One actor to 14 people. There are no plants, even though everyone tries to tell me. Members of the public will be convinced that they are the only person that's in that show and that everyone else is a plant. And I'm like, no, because that would be insane.Neil Connolly: The only actor in the room is the host.Paul Marden: 14 people that can sit around this table. How many of them are in the same group? Are you with your friends or is it put together where there are other people that you won't know in the room? If you book together, you play together.Neil Connolly: Yes. Okay, so if you don't book 14 people... Ah, we also capped the number of tickets that you can purchase to eight. Right. So you can only purchase a maximum of eight tickets unless you do want a full table of 14, at which point you have to then purchase a VIP package because you are booking out a whole table for yourselves. The game doesn't work if there's less than 10 people at the table. So there has to be 10, 11, 12, 13 or 14 people sat at a round table for the show to actually happen, for it to work. By capping the number of tickets that you book for eight, then that guarantees that strangers will be playing together. And that is the basis of strangers. Yeah, yeah. Like, you need to be sat around a table with people you know, you don't know, that you trust and you don't trust. Yeah. Fact of the matter. And do you see people turning on the others in their own group? Every single time. People think genuinely, and I love this from the public, you would think that if you're turning up as a group of eight and a group of four and a group of two, that the bigger group would just pick everybody off to make sure that someone in their group gets through to the end game.Neil Connolly: I'm sure they think that and they probably plot and plan that before they arrive on site. As soon as this game starts, gloves are off and everyone just starts going for each other. We've been open nearly two months now. I have seen, like, children murdered of their mothers.Neil Connolly: Husbands murder their wives, wives murder their husbands. I've seen, like, three generations—like, we get, because it's so intergenerational, like our lowest, the lowest age that you can play this is 12. Right. And then it's upwards. I've seen three generations of family come in and I've seen grandkids murder their own nan.Neil Connolly: Absolutely convinced that they're a traitor. Yeah, yeah, yeah. 100%. Or they banish them. Like, it's just mental. I've also seen nans, who are traitors, murder their grandkids.Neil Connolly: Like, and this is in a room full of strangers. They're just like, 'No, I'm not going to go for Barbara, who I met two hours ago in the bar. I'm going to go for my own grandson. It's mental.'Neil Connolly: The very, very first thing that I always think about whenever I'm creating an experience or whenever I'm designing a show is I put myself in the position of 'I'm a member of the public.' I have bought a ticketNeil Connolly: What's the coolest thing that I am going to do for my money? What is my perceived value of my ticket over actually what is the value of that ticket? I wanted to give people the experience of knowing what it was like to be sitting in one of these chairs at this table and feeling their heart. The pounding in their chest and I mean, the pounding in their chest, that rush of adrenaline from doing nothing— from sitting in a chair and all you were doing was sitting in a room talking to people and your heart is going.Neil Connolly: Because you're either being accused of being a liar. And trying to defend against it. And trying to defend against it. Or you actually are lying and you're trying to whittle your way out of it. And that feeling is the most alive that you will ever feel. Not ever. Like, I'm sure they're... No, no, no. But, like, give people that opportunity and that experience, as well as, like, access to the world of traitors and the law and everything else. But also, it's like any other theme park ride. People go on roller coasters because the imminent fear of death is always there. Yeah. And you feel alive. You're like, you've got such a buzz of adrenaline. Whereas, arguably, we do exactly the same thing as roller coasters, but in a much more longer-drawn format and multiple times. Yeah. And people do feel alive. When people walk out of the show, you see them go upstairs to the bar, and they are... Yeah.Paul Marden: You've said to me already that you don't use the word 'immersive,' but you know, I'm, I'm, I'm sat. The company is called 'immersive' everywhere. I'm sat behind the scenes. Okay. I'm sat in the room and the room is hugely convincing. It's like the highest fidelity escape room type experience that I've ever sat in. It feels like I'm on set, yeah, yeah. Um, I can totally believe that, in those two hours, you can slip. I sat on a game. It was only a two-minute game at iApple, but I was being filmed by one of the team. But within 30 seconds, I'd forgotten that they were there because I was completely immersed in the game. I can believe that, sitting in here right now, you could forget where you were and what you were doing, that you were completely submerged in the reality of the land that you're in.Neil Connolly: Yeah, 100%. Like, the world does not exist beyond these worlds. And for some people, like, I have my own definition. Everyone's got a different definition of what immersive is. I've got my own definition. But... I can tell you right now, as soon as people enter this building, they're in the bar, they're kind of slowly immersed in that world because the bar is a themed bar. It's done to the same, like we designed and built that bar as well. But as soon as they start descending that spiral staircase and coming into the gameplay floors, into the show floors, they just forget the rest of the world exists. And especially when they sit down at this table, it doesn't matter. I'm sat next to you here, but you could be sat at this table with your loved one, strangers, whatever. The gloves come off and just nothing exists apart from the game that you're about to go through.Paul Marden: You've been open now for a couple of months. More success than you were anticipating, I think. So pre-sales went through the roof? Yes. So you're very happy with the results?Neil Connolly: Yeah, yeah, we were. Yeah, well, we still are.Neil Connolly: We were very confident before we'd even started building the show, like the literal structural build, because we did very well. But then that set expectations quite high because I had a lot of people that had bought tickets and I was like, 'OK, I need to put on a good show for these people. And I need to make sure that they get satisfaction relative to the tickets that they bought.' But I don't feel pressure. I do feel anxiety quite a lot. Creatively? Yeah. I mean, I meditate every day.Paul Marden: But you've created this amazing world and you're inviting people into it. And as a creative, you're opening yourself up, aren't you? People are walking into the world that you've created.Neil Connolly: Yeah, this was said to me. This is not something that I came up with myself, and I do say this really humbly, but it was something that was said to me. It was on opening day, and a bunch of my friends came to playtest the show. And they were like, 'Oh, this is your brain in a building.'Neil Connolly: And I was like, 'Yeah, I hadn't thought about that.' But yeah, it is my brain in a building. But also that's terrifying, I think, for everybody else, because I know what happens inside my brain and it's really quite chaotic.Neil Connolly: But, you know, this I am. I'm so proud of this show. Like you could not believe how proud I am of this show. But also a huge part of my job is to find people that are smarter than me at the relative thing that they do, such as the rest of my creative team. They're all so much smarter than me. My job is vision and to be able to communicate that vision clearly and effectively so that they go, 'I understand.' The amount of times that people on the creative team turn around to me and go, 'Neil, that's a completely mental idea.' If people are saying to me, 'No one's ever done that before' or 'that's not the way things are done.'Neil Connolly: Or we can do that, but we're going to have to probably invent a whole new thing. If people are saying those things to me, I know I'm doing my job correctly. And I'm not doing that to challenge myself, but everything that I approach in terms of how I build shows is not about format. It's not about blueprints. It's not like, 'Hey, I've done this before, so I'm just going to do this again because I know that's a really neat trick.' I go back to, 'I made the show because I wanted people's heart to pound in their chest while they're sitting in a chair and make them feel alive.'Paul Marden: Is that the vision that you had in your head? So you're articulating that really, really clearly. Is that the vision that you sold to everybody on, not maybe day one, but within a couple of days of talking about this? No, it was day one.Neil Connolly: It was day one. Everyone went, that's a completely mental idea. But, you know, it's my job to try and communicate that as effectively and clearly as I can. But again, I am just one man. My job is vision. And, you know, there's lighting design, sound design, art direction, there's game logic. We haven't even gotten to the technology of how this show works yet, or how this room works.Neil Connolly: Actually, I'll wander down the corner. Yeah, let's do that. But, like, there's other, like, lots of hidden tricks. Like, this is one of the games, one of the missions. In the world and the lore of the show, the round table is sacrosanct.Paul Marden: Yes.Neil Connolly: Traitors is the game. The game is in other people. I can do so many missions and there's loads of missions and they're really fun in this show. But the game is in other people. It's in the people sat on the other side of the room. But also I wanted to do a thing where people could interact directly with the set. And so I designed one of the missions to be in the round table itself.Neil Connolly: So there's a course of these moon dials, which you basically have to align through the course of it. And there are sensors built into the table so that they know when they're in the correct position. How you find out the correct position is by solving a very, very simple puzzle and then communicating effectively to a bunch of strangers that you just met.Neil Connolly: And the sensors basically read it all. And when that all gets into position, the lights react, the sound reacts, the video content reacts, the whole room reacts to you. So I wanted to give people something tangible that they can touch and they make the room react to them. Yes, it's. I mean, I've designed, I've got background in escape rooms as well, right? Um, so I've done a lot of that kind of stuff as well. So I wanted people to feel in touch, same, but like, there's more tangible props over here. Um, yeah, that is a model box of the room that we are stood in, yeah. Also, there's an exact replica of it on the other side of it. There are very subtle differences between it, and that informs one of the missions. So that is two model boxes in this roundtable room. There's one of these in every single roundtable room. So there's 16 model boxes of the show that you're stood in on the set. And again, theatre. It's a show. But it's one of the missions, because I wanted people to kind of go, 'Oh, there's a live actor in front of me.' I'm having fun. Oh, look at all these lights and all the sound. Oh, there's a model box over here. That's in theatre land and blah, blah, blah. But that is also a really expensive joke. It's a really expensive joke. And there's other, like, lots of hidden tricks.Neil Connolly: Let's go look at backstage. Yeah, yeah, yeah, absolutely.Neil Connolly: I say backstage, like how we refer to it or how I always go. I use 'I' and 'we' very interchangeably. Like right now you're on the set. Like you're on the stage. Yes. We're just wandering around a long corridor. There are round table rooms off to either side. But like, you know, there's a green room upstairs where the actors get changed, where the front of house team are, where the bar team all are. But as soon as they go out onto the show floor, they're on stage—yes, completely. We'll very quickly have a look at the gallery—yes, show control. Hi, Robbo. Do you mind if I stand in your room for the purposes of the audio? I'm talking to the technical manager, Thomas Robson. We're recording a podcast.Paul Marden: Robbo, oh yeah, okay. My mind is absolutely blown. So you've got every single room up on screen.Neil Connolly: Yeah, so that's great. There's 164 cameras—something like that. But every roundtable room has four cameras in it. Each camera is 4K resolution. So we've got cameras on all of them. We've got audio into those rooms. That's two-way, so that if show control needs to talk directly to them, they just press a button here and they can talk directly to the room itself. Mainly just like, stop misbehaving, we're watching you.Neil Connolly: We've then got cameras into all of the lounges, all of the show spaces, all the front of house, all of the bar areas, the mezzanine and back of house. And then you've got QLab running across all of the different shows. We've got backups on all of these screens. So if one... of the computers goes down, we can very quickly swap it in for a backup that's already running. We've got show control, which is, there's a company called Clockwork Dog, who, they're an amazing company. What COGS, their show control system, is doing is pulling in all of the QLab from sound, all of the QLab from lighting, and also we built our own app. to be able to run the show. So there's a whole logic and decision tree based on the decisions that the public do through the course of the game. So yes, there is a beginning, a middle, and an end in terms of our narrative beats and the narrative story of the show that we're telling people. But also that narrative can go in. Hundreds of different directions depending on the actions and the gameplay that the people do during the course of the show. So, you haven't just learned one show— you have to learn like You have to learn a world, and you have to learn a whole game.Neil Connolly: Like, there's the server, stacks, which we had to build. You had to network and cable the entire building. So we have built an entire new attraction, which didn't exist before. And also we're pulling in information from the front of house system which is also going into the show itself because again, you put your name into the iPad when you arrive on site and then you tick a box very crucially to say, 'Do you want to be selected as a trader? Yes or No.' Because in the game, it's a fundamental rule. If you say no, you cannot be selected as a traitor by the host during traitor selection. That doesn't mean you can't be recruited.Paul Marden: By the traitors later on in the game. So you could come and do this multiple times and not experience the same story because there were so many different pathways that you could go down.Neil Connolly: But also, the game is in other people. Yes. The show is sat on the opposite side of the table to you because, like, Bob and Sandra don't know each other. They'll never see each other ever again. But Bob comes again and he's now playing against Laura. Who's Laura? She's an unknown quantity. That's a whole new game. That's a whole new show. There's a whole new dynamic. That's a whole new storyline that you have to develop. And so the actors are doing an incredible job of managing all of that.Paul Marden: Thanks, Robbo. Thank you. So you've worked with some really, really impressive leading IP, Traders, Peppa Pig, Doctor Who, Great Gatsby. What challenges do you face taking things from screen to the live experience?Paul Marden: Challenges do I face? We're wandering here.Neil Connolly: So we are in... Oh, we're in the tower.Neil Connolly: Excellent. Yep, so we're now in Traitor's Tower. Good time for you to ask me the question, what challenges do I face? Things like this. We're now stood in Traitor's Tower. Paul, let me ask you the question. Without the show lights being on, so we're just stood on a set under workers, what's your opinion of the room that we're stood in?Paul Marden: Oh, it's hugely impressive. It feels like, apart from the fact you've punched the fourth wall out of the telly, it does feel like you're on set.Neil Connolly: It's a really faithful reproduction of the set. So that's kind of one of the challenges is managing the public's expectations of what they see, do and feel on site. So that I don't change the show so that people come and play the game that they're expecting to play. But making reasonable adjustments within that, because TV and live are two very, very different things. So first and foremost was making sure that we get the format right. So the game that people play, which informs the narrative of the show and the narrative structure of the show. Breakfast, mission, round table, conclave. Breakfast, mission, round table, conclave. I've designed a whole bunch of new missions that are in this, taken some inspiration from missions that people know and love from the TV shows, whether that's the UK territory or other territories around the world. And also just other stuff is just clear out of my head. So there's original content in there. paying homage and respect to the world that they've built and allowing ourselves to also play and develop and build out that world at the same time. Other challenges.Neil Connolly: This is not a cheap project. No, no. I mean, the production quality of this is beautiful. Yeah, yeah, thank you. It is stunning. When people walk in here, they're like, 'Oh my God, this is... High end.' I am in a luxury event at a very affordable price.Paul Marden: Thank you. And then we're going back upstairs again. Yes. And in the stairwell, we've got the crossed out photos of all of those that have fallen before us.Neil Connolly: No, not quite. All of the people that are in this corridor, there's about 100 photos. These are all the people who built the show.Neil Connolly: So this is David Gregory. He's the sound designer. This is Kitty, who is Immersive Everywhere's office manager. She also works in ticketing. That is Tallulah and Alba, who work in the art department. Elliot, who's our lighting designer. So all of these people are the people who brought the show to life.Paul Marden: Amazing.Neil Connolly: And we wanted to pay homage to them because some of them gave years of their lives to building the show from literally the inception that I had in 2023. Through to now and others are the people who literally spent months of their life underground in these basements building hand-building this set and so we wanted to pay homage to them so we got all of their photos we did the iconic red cross through it yeah and we stuck them all up in the corridor just because we thought it'd be a nice thing to do.Paul Marden: You're in the business of trading and experiences and that ranges from art exhibitions to touring shows. There's always going to be a challenge of balancing innovation and profitability. What is the formula? What is the magic formula?Neil Connolly: I believe, first and foremost, going back to what I was telling you earlier about us being a collaborative organisation. We are not a creative crack that has been used for the show. We are also the producers of the show. And to make my point again, I'm a commercially minded creative. So I actually sit down with the producers and go, 'Okay, cool.' There are 112 seats in the show.Paul Marden: Yep.Neil Connolly: Therefore, how many shows do we need to do per day? How many shows do we need to do per week? How many shows do we need to do per year? Therefore, let's build out a P &L. And we build a whole business plan based around that.Paul Marden: By having everybody— that you need in the team— makes it much easier to talk about that sort of stuff. It makes it much easier for you to design things with the end result in mind. You don't have a creative in a creative agency going off— feeding their creative wants without really thinking about the practicalities of delivering on it.Neil Connolly: Exactly. So you've got to think like, literally, from the very, very beginning: you've got to think about guest flow. You've got to think about throughput. You've got to think about your capacities. Then you've got to basically build out a budget that you think— how much, hey, how much really is this going to cost? Yeah. Then you build out an entire business plan and then you go and start raising the money to try and put that on. And then you find a venue. I mean, like the other magic triangle, like the traitor's magic triangle is, you know, time, space, atmosphere. That's how you do a show. Like with my producer's hat on, the other magic triangle is show, money, venue.Neil Connolly: The truth of the matter, like I make no bones about it, I can design shows till the cows come home, but I'm always going to need money to put them on and a venue to put them in. Also, I want to stress this really important. I use the words 'I' and 'we' very interchangeably.Paul Marden: It's a team effort.Neil Connolly: You can see that in that corridor. I am not a one-man band. I am the creative director of a company. I am a cog that is in that machine, and everybody is doing... We are, as a team... I cannot stress this enough. Some of the best in the business are doing what we do. And everyone is so wildly talented. And that's just us on the producing side. That's immersive everywhere, limited. Then I've got a whole other creative team. Then we've got operations. Then we've got... It's just mad. It's just mad, isn't it? This is a job. Who would have thought, when you were at school, this was an opportunity? Not my principal or my maths teacher.Neil Connolly: So, sorry, just to balance the kind of economies of scale. That was the question, wasn't it?Paul Marden: Well, we were talking about what is the formula for making that an investment, but you know, the authority here is the effort you've put in to do this feels high, but at the same time, you have to find this thing. There is a lot of investment that goes into the front.Neil Connolly: But that comes back to creatives. Caring and I'm not saying the creatives don't, but I care. I care about building businesses. Yeah, not necessarily like building my own CV, like there's so many projects that across our desks. I'll be like, 'Yeah, that'd be really fun to work on.' But do I think that I can make that a touring product? Can it be a long-running location-based entertainment sit-down product? Can it be an art shop? Like you've kind of got a balance with what do you think is just creatively cool versus what can we do as a company that is a commercially viable and financially stable product? And so all that comes through in terms of the creative, but also in terms of the activities of how we run the building, how this model realizes. Because if you think about it, let's make Phantom of the Opera run in the West End. Yes. The show is very obvious, with many casts on a room, away, fruit team away, terrace, it's a big activity. If they haven't sold half that away, they have to use the whole show and play all those people.Neil Connolly: But if they haven't sold half that away from one of my shows... I only have to activate four of my rooms, not eight of them. Therefore, I don't have to call in four actors. I don't have to call in a bunch of the other front of house team and I can scale in the operations on the back. It's an entirely scalable process. Flexible, yeah, yeah, yeah. Oh, 100%. But also, like, we've got eight rooms here. If we decide to take this to another territory, and that territory demands a much higher throughput, then instead of eight rooms, I can do 20 rooms, 30 rooms. As long as we know that the market is there to be able to kind of get people through it.Neil Connolly: I love this show and I'm so proud of it. The main reason why I'm proud of it is when the show finishes, let's go into one of the lounges. Have you been into one of the lounges?Paul Marden: I've had a nose around a lounge.Neil Connolly: There are different shapes and sizes. We won't go into that one. We'll go into this one down here. That one, that one. It's always such a buzz when you're stood in the bar and the shows kick out, and you see tables and tables of 14 people going up into the bar.Neil Connolly: Area and before they've even gotten a drink, they will run straight over to their friends, families, strangers, whoever they were playing with in that table of 14, and instantly be like, 'Right, I need to know everything that was going on inside your head, your heart, and your soul over the last two hours of my life because this was my experience.'Neil Connolly: And they'll just go, and they'll be like, 'And this is what I was thinking.' And then I thought it was you because you did this and you touched your nose in a weird way. And then I thought you were sending secret signals. And then everyone's like, 'No, that's not what I was doing.' I was just trying to be a normal person. And they were like, 'Well, why did you say that thing?' It sounded super weird. And they're like, 'That's just what I do.' And it's just totally mental. And then they all get a drink from the bar. And we call it the bar tab chat.Neil Connolly: It's another revenue stream.Neil Connolly: I do talk about this like it's a show. And it is a show. You've walked around, do you think it's a show? Completely. I talk to established houses all the time. Like, you know, the big theatres of the land. Organisations that are national portfolio organisations who receive a lot of Arts Council funding. The thing that they want to talk to us about all the time is new audiences. They're like, 'How do I get new audiences through my door?' What can I do? And I'm like, 'Well, firstly, make a show that people want to go and see.'Neil Connolly: Again, they're like, 'But I've got this amazing writer and he's a really big name and everyone's going to come because it's that name.' And I'm like, 'Yeah, that's wicked. That's cool.' And they can all go pay reverence to that person. That's really wonderful. Whereas when you look at the attractions landscape or the immersive theatre landscape or like anything like... Squid Game, or The Elvis, Evolution, or War of the Worlds, which has also laid reality, or any of that kind of stuff, across the landscape, it is nothing but new audiences. Yeah, yeah, yeah. It is nothing but actual ticket-buying audiences.Neil Connolly: And they come from all different walks of life. And what I love is that they do come in to this experience and we hit them with this like secret theatre.Neil Connolly: And they're like, 'Oh my God.' And often it's a gateway to them being like, 'Oh, I didn't realise that.' Maybe I'll go see a Western show or maybe I will go to the National Theatre and see something. Because that's the level of archery. Because those organisations, I love them and I've worked in a few of them, but those buildings can be quite austere, even though they're open and porous, but it's still very difficult to walk through that threshold and feel a part of it.Paul Marden: Whereas coming in here, coming into an event like this, can feel like a thing that they do.Neil Connolly: Because it's the same demographic as theme park junkies. People who love going to theme parks love going to stuff like this because it's an experience, it's an otherness, it's an other nature kind of thing. Because modern audiences want to play and do, not sit and watch. But we all exist in the kind of same ecosystem. I'm not taking on the National Theatre.Paul Marden: Gosh, no. I always talk about that. I think the reason why so many attractions work together in the collaborative way that they do is they recognise that they're not competing with each other. They're competing with sitting on your backside and watching Netflix.Paul Marden: Yeah, yeah.Paul Marden: Our job for all of us is to drag people away from their screens and drag people off of their sofas to do something. And then that's the biggest challenge that we all face.Neil Connolly: I think then that kind of answers the question that you asked me earlier, which I didn't answer. And I'm very sorry.Neil Connolly: is about identifying different pieces of IP. Like, yes, we largely exist in the world of licensing IP. And how do we identify that kind of IP to be able to translate? Not just how do we do it, but like, actually, how do we identify the right thing that's going to... How do you spot the winner? Yeah, exactly. Yeah. And that is one of the biggest challenges to your point of we're talking directly to people who consume arts, culture and media and technology in a slightly more passive way, whether that's just at home and watching Netflix and then bringing that to life. In a very, very different way. If you have a very clear marketing campaign that tells people what it is that they're buying and what they're expected to see or do on their particular night out, because that's what modern people really care about, what they do with their money. Yeah. And they want to have a good night out. And I'm in the business of giving people a good night out. We also happen to be murdering a lot of people in the course of the show.Neil Connolly: Still a good night out. Still a good night out. But I'm in a place where the dead sit. Yeah, exactly. Lounge of the dead. And like, you know, this is a really cool space. Oh, it's just beautiful. You know, we've got the telephone really works. There's lots of information that comes through that. The radio works, that does different things. The TV screen on the wall, that has the actual live feed into the round table room that you've just left. And there's other little puzzles and hints and tricks in this room, which means that after you've been murdered or banished and you come to the Lounge of the Dead, you're still engaged with the game to a degree. You just don't directly influence the outcome of the game. But you're still involved in it. You're still involved in it. It's super fun. Oh, and you can have a drink in here.Paul Marden: I don't let people drink in the round table. Even more important. What's this?Neil Connolly: The dolls, the creepy dolls. What this is, this is the void. Creatively speaking, this is where all the gold goes when people win or lose it. And the creepy dolls are from the TV show. Ydyn nhw'r un gwirioneddol o'r sioe? Felly, gafodd studio Lambert, sy'n gwneud y sioe tebyg, llawer o brops o'r sioe tebyg i ni eu rhoi ar y ddispleiddio yma. Felly, mae gennych chi'r Dolls Creepy o'r lles 3 yno. Rydyn ni'n mynd i fyny. Yn ôl yma, mae'r peintiwch Deathmatch.Paul Marden: Which is from season three.Neil Connolly: And they get the quill and they write the names and got the quill upstairs. We've also got over here, the cards that they used to play the death match with. Excellent.Paul Marden: So you began your career in theatre. How did that evolve into the world of immersive live experiences?Neil Connolly: Life story. I am the son of a postman and a cook. And if you haven't noticed already, I'm from Ireland. There was no theatre in our lives, my life, when I was growing up. And I stumbled into a youth theatre. It's called Kildare Youth Theatre. And the reason why I joined that is because there was a girl that I really fancied.Neil Connolly: She had just joined this youth theatre and I was like, 'Oh, I'm gonna join that as well' and that kind of opened the world of theatre for me. At the same time, I then got spotted by this guy, his name's Vijay Baton, his real name's Om, but he converted to Hare Krishnanism in the 90s. And he set up a street theatre company in Ireland. He just taught me street theatre. So he taught me stilt walk, he taught me juggling, he taught me how to build puppets. And so I spent years building puppets with him and going around Ireland doing lots of different street theatre while I was a teenager. And doing street theatre and doing my youth theatre and then kind of all of that kind of came to a head when I had to decide what I was going to do with my life. I applied to go to drama school. And I applied to two drama schools. One was Radha. Didn't get in. Didn't even get an audition. And the other one was Rose Bruford. And they took me. And the reason why they took me— I probably wasn't even that good. But on the day that I was auditioning to get into Rose Bruford was the same day as my maths exam for my final exams at school. You call them your A-levels, we call them the leaving certificate.Neil Connolly: And while all of my friends were back in Ireland doing their maths exam, I was in an audition room pretending to be a tree or the colour black.Neil Connolly: Who knows? And they kind of went, 'Well, if I fail my maths exam, I don't get into university in Ireland.' Like, it's just a blanket thing. And so I was like, 'I literally sat across the panel' and I was like, 'eggs, basket.' And they were like, 'cool.' So they let me in based off of that. So I got a classical training. Then what happened is I came out of university. I was living with two of my friends, Natalie and Joe. And we had our own little production company called The Lab Collective. And we just started making shows. In weird ways, we joined a company called Theatre Delicatessen. Let's get away from this. Yeah, yeah, yeah.Neil Connolly: So Theatre Deli was a company set up to take over disused spaces in London and convert them into art spaces.Neil Connolly: Basically legalised squatting. It's the same as like a guardianship. But we weren't living in the buildings. We were just putting on shows and we put on art shows, we put on theatre shows. We did Shakespeare for a while. We wrote our own work and we just did lots of really, really cool stuff. And I worked in music festivals, classically trained actor. So I was trying to do shows. I did a lot of devising. I also joined an improvisation group. And kind of through all that mix, like those years at Delhi, which was making these weird shows in these weird buildings, were very, very formative years for us. The Arts Council wouldn't support the kind of work that we were making. We were like, 'Cool, how do we get space?Neil Connolly: How do we get or make money to support ourselves? And what are the shows? There's the magic triangle all over again. Space, show, money. And that's your apprenticeship, I guess, that brings you to here. Yeah, yeah, yeah. And like, again, I make no bones about it. 10 years ago, I was selling programs on the door of the Royal Festival Hall while doing all of that stuff. So in one of the Theatre Daily buildings, we did a show called Heist, which is you break into a building and steal stuff. That's what the public do.Neil Connolly: And a bunch of us did that. I mean, it's so much fun— kind of doing it. And off the back of that, somebody else basically tried to chase down the crystal maze. And then they went away, and then they called me up and they were like, 'Hey, I've got the rights. Do you want to make the crystal maze?' And I was like, 'Yeah, sounds like fun.' So I got involved with that, did that for a while. And then, from there, this is the end of a very long story. I'm so apologised. Yeah, from there, all of those different things that I've done through the course of my life in terms of operations, designing experiences, being a creative, understanding business.Neil Connolly: Building a P&L, building a budget, talking to investors, trying to convince them to give you money. All of that stuff kind of basically came together. And over the last few years, like the wildest ride is that pre-2020.Neil Connolly: We were just a bunch of people doing a bunch of weird things, making weird shows and weird attractions in kind of different ways. And then that year happened. And I don't know what happened, but literally every single major studio, film, TV production, game designer, licensor in the world, suddenly just went— brand extensions, world extensions, and they all just started calling us. And they were like, 'Hi, I've got this thing.' Can you develop it into a thing? Because I need to extend my brand or I want to build a world and extend that for the public. And we were like, 'Yeah, okay, cool.' And we were just lucky, serendipitously, to be in the right place at the right time. To be those people that people can approach. And we're always, we're very approachable.Neil Connolly: As you can tell, I talk a lot. And, you know, so the last five years, it's just been a mad ride.Paul Marden: So look, Neil, it's been amazing. I have had the most fun. Last question for you. What's next? Are you putting your feet up now because you finished this? Or on to the next? Neil Connolly: Very much on to the next thing. So we're already in production with our new show, which is called Peppa Pig Surprise Party. And that is opening at the Metro Centre in Gateshead next year. Oh, how exciting is that? It's very exciting.Paul Marden: So quite a different demographic.Neil Connolly: The demographic for Peppa Pig is two to five year olds. It's been a really fun show to design and create. To go back to a question that you asked me very early on, there is no blueprint, there is no format. I have embraced the chaos tattooed on my arm. And always when I approach things, any new show or any new creative, I am thinking of it from a ticket buying perspective: 'I have paid my money.' What is the coolest thing that I can possibly do with that money? And so therefore, I'm now looking at families and, like, what's the coolest thing that they can do for that ticket price in the world of Peppa Pig?Paul Marden: Let's come back in the new year, once you've opened Peppa Pig, let's go to Gateshead and see that. That sounds pretty awesome to me. I reckon there's a whole new episode of Designing Worlds for two to five-year-olds that we could fill an hour on.Neil Connolly: Oh yeah, 100%. It's a totally different beast. And super fun to design.Paul Marden: Oh mate. Neil, it has been so wonderful having a wander around the inside of your crazy mind.Paul Marden: If you've enjoyed today's episode, please like it and leave a comment in your podcast app. It really does make it so much easier for other people to find us. This episode was written by Emily Burrows from Plaster, edited by Steve Folland, and produced by Sami Entwistle from Plaster and Wenalyn Dionaldo. Thanks very much. See you next week.  The 2025 Visitor Attraction Website Survey is now LIVE! Dive into groundbreaking benchmarks for the industryGain a better understanding of how to achieve the highest conversion ratesExplore the "why" behind visitor attraction site performanceLearn the impact of website optimisation and visitor engagement on conversion ratesUncover key steps to enhance user experience for greater conversionsTake the Rubber Cheese Visitor Attraction Website Survey Report

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dive into strategies for boosting restaurant profitability without raising prices. I explain why it's so important to see restaurants as providers of time slots rather than just food and beverage, and how that shift impacts service. I share why the first 20 minutes of the guest experience matter most, plus the tactics I use to improve pacing, satisfaction, and table turns.Takeaways:Most restaurant marketing fails because it's built on guesswork.Awareness doesn't pay the rent, behavior does.If it doesn't move a booking, a purchase or return visit, then it's just noise.We want to align with behavior, not alter it.Triggers turn offers into rituals.The fastest money you can make is in the list you already own.Stop chasing strangers while your regulars gather dust.Create experiences that use desire that already exists.If it wouldn't move you, it probably won't move them.Your marketing must move the needle in your business.Chapters00:00 Introduction to Restaurant Success01:21 Reframing Restaurant Profitability02:51 Understanding Time as Inventory05:45 Optimizing Service for ProfitabilityIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

In this episode of the Real Estate Pros podcast, host Q Edmonds interviews Chad Hart, a property management expert specializing in short-term rentals. Chad shares insights into the importance of professional management, the challenges of scaling a business, and the impact of technology and AI on the real estate industry. He emphasizes the significance of building relationships and managing customer reviews effectively to enhance business growth.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

In this episode, we chat with Choni Fernández, Chief Sustainability Officer and Customer at PortAventura World, the first carbon-neutral theme park in the world, and now proudly B Corp certified.Choni isn't just ticking ESG boxes, she's leading a cultural shift in how attractions operate. From zero-emissions hotels to renewable energy and deep supply chain work, PortAventura is setting the global standard.In this episode, we dive into the real work behind the headlines. How do you build a sustainability culture that actually sticks? Can you lead without a big green team? And what does digital sustainability really mean?If you're serious about sustainability, or wondering where to start, this is the conversation you need to hear.Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden, with co host Andy Povey and roving reporter Claire Furnival.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn. Show references:  PortAventura World website: https://www.portaventuraworld.com/nosotros/trabaja-con-nosotrosChoni Fernández on LinkedIn: https://www.linkedin.com/in/choni-fern%C3%A1ndez-veciana/Choni Fernández is Customer, Sustainability and Communications Director at PortAventura World. With a background in Economics and over a decade at BASF, she joined PortAventura in 2007, where she has led Procurement, Logistics, and Sustainability. She spearheaded the company's sustainability strategy, achieving the milestone of B Corp Certification, and now leads the newly created Customer Department to drive a more customer-centric approach. Choni also serves as Catalonia Delegate at DIRSE and is Chair of the IAAPA EMEA Sustainability Committee. Plus, live from the IAAPA Expo Europe show floor, we catch up with:Jakob Wahl, President & CEO of IAAPAhttps://iaapa.org/https://www.linkedin.com/in/jakob-wahl/Elliot Hall from Expression Capital Partners LLPhttps://expressioncapitalpartners.com/https://www.linkedin.com/in/elliot-h-1b804a6a/Matt Barton, CEO / Co-Founder CurtainUp Ltd. & President of Themed Entertainment Association TEA https://www.curtainup.livehttps://www.linkedin.com/in/matt-barton-99a8039/Melissa Oviedo, Chief Executive Officer, Themed Entertainment Association TEA https://www.teaconnect.org/https://www.linkedin.com/in/melissa-oviedo-ruminot-90a63228/Kevin Murphy, Senior VP, Kraftwerk Living Technologieshttp://www.kraftwerk.athttps://www.linkedin.com/in/kevin-murphy-854439/Jacob Thompson, CX Director, Attractions.io https://attractions.iohttps://www.linkedin.com/in/jacob-thompson-icap-151271149/ Transcriptions:  Welcome, skip the queue, to Barcelona.Paul Marden: Welcome to Skip the Queue, the podcast about the world's best attractions and the amazing people that work in them. I'm your host, Paul Marden, and along with my co-host, Andy Povey, and roving reporter Claire Furnival, we're bringing you the latest news from IAAPA Expo Europe in Barcelona.Paul Marden: You join me today tired and just a little bit emotional at the airport after an amazing week at the show.Paul Marden: In this episode, we wrap up our time at IAAPA Expo Europe with a final look back at the show floor buzz. I catch up with Jakob Wahl, Chief Executive Officer of IAAPA, to get his reflections on an unforgettable week, from standout innovations to what's next for the global attractions industry. But first, Andy sits down with Choni Fernandez, Chief Sustainability Officer at PortAventura World, to explore what it really takes to become the first carbon neutral theme park on the planet and why sustainability must be at the heart of guest experience going forward.Andy Povey: So hello, everybody. I'm joined today by Choni Fernandez from PortAventura World. Choni is responsible for sustainability and guest experience and a number of other things, I believe, Choni. Hello and welcome to Skip the Queue. Hello. Choni Fernandez: Thank you very much for your invitation. Andy Povey: So, Choni, you guys at PortAventura World are really leading the industry and probably more than just our industry. In terms of sustainability, you were the first carbon neutral theme park in the world and in '24, the first theme park company to achieve a BCorp certification. Am I right?Choni Fernandez: Yes, you're right. It was, in fact, we are VCOPS since 2022. And yes, we were operational carbon neutral because we reduced our emissions during several years. And after that, we acquired some carbon credits to compensate the result of the balancing emissions. For scope one and two. Yes. So since then we are operational carbon neutral. That is not really an official name, but it's easy to explain what we are doing. Andy Povey: Okay. So what is the official name?Choni Fernandez: The official name, in fact, now that's interesting because it's a big discussion in the European community. We chat the terms we can use or not. In the new CCRG, that is going to change. Some words like green, sustainable, are probably forbidden, words that cannot be used any longer. And you need to speak properly about the impact of your activity without using these words that can lead to a type of greenwashing. And you need to be more clear about when you say, for instance, 'carbon neutral,' you need to say, 'we have reduced emissions, we compensate.' More explanation than just using one word that can be easily misunderstood.Andy Povey: Okay, yeah, yeah. That makes a lot of sense. Just buying carbon credits. You're actually doing something positive. Taking action. Like, is it Europe's largest solar farm?Choni Fernandez: It's the largest solar farm. That was one of the biggest at the source of Europe. And for sure, I guess, is still the biggest in Spain.Andy Povey: The biggest solar farm in Spain.Choni Fernandez: Sorry, in a holiday resort, yes. There are other very big solar plants that they produce energy for third parties, but they are not linked to a tourist industry.Andy Povey: No, that makes absolute sense. So you're generating your own power.Choni Fernandez: We generate 30%. The plant is not big enough and we have some restrictions of the government. So we cannot sell the surplus of energy we produce. So we could only make the plan as big as the low on consumption we have in a period of a year.Andy Povey: That makes absolute sense.Choni Fernandez: So that means that there are several months where we produce 100% energy we need. But then, obviously, in the peak of the season, we need extra energy. We buy from the net, but we always buy green energy from the net, too. Then 100% of the energy we consume is green energy, not coming from non-renewable.Andy Povey: It all becomes much more complicated as you dive into the detail, doesn't it?Choni Fernandez: Yes, yes, yes. Everything is much more complicated. And in Europe, yes, I would say even one step more complicated than the rest of the world because of all the regulations.Andy Povey: So what was it that inspired PortAventura World and how did you persuade PortAventura World to take sustainability so seriously?Choni Fernandez Okay, the history starts really with, I would say, a huge pain point, even when they were designing the park. And it was related to water. We are established in an area where we suffer from water scarcity many periods. So for those designers, they already designed the park with sustainability in mind. So they have created a complex system to recover all water rains in a big tank that is our Mediterranean lake.Andy Povey: Yeah, yeah, yeah.Choni Fernandez: So water was a treasure since the beginning. And they have also in a private-public investment. Take all the gray waters from the park, sending it to a water treatment plant several kilometres far away from the resort, and making the pipe bring the recycled water back to the resort for gardening. So PortAventura was using recycled water since 30 years ago. And that was really the starting point of sustainability at PortAventura. So we start with all the environmental impacts that the activity was going to have. And they created the park open doors in 1995. So in 1997, just two years after that, they have created the Green Team.Choni Fernandez: It's a team from different members of different departments who takes care of the environmental impacts and how they can reduce the use of water, energy and so on. And this team is still working nowadays and takes care of more complex things, certifications, but with the same, I would say, purpose, you know, that is to reduce the environmental impact of the resort, and now we start to regenerate different areas. So it's not producing impact, it's creating positive impact through regeneration.Choni Fernandez: And that was a starting point. But I like to repeat that sustainability has not fixed rules. So that is the story of Pota Aventura, because we are what we are. We are located where we are. But for instance, in the Global Sustainability Committee of IAAPA, SCARBRED was a member of that. And SCARBRED, the sustainability, had not begun for the water scarcity. They don't have this problem.Choni Fernandez: So sustainability there was more linked to the social sustainability, how to integrate communities in the project. So it really depends, again, in that moment, the momentum, you know, that we call. Where you are, who you are, what is your future footprint of your activity in your community and in the environment.Choni Fernandez: So we start with that. And year after year, we consolidate this beginning. So any new activity of PortAventura, it doesn't matter— new hotel, new park, convention centre has always followed the same philosophy that we started in 1997.Andy Povey: Very good.Choni Fernandez: Yes, because I think that this makes the project really coherent, consistent, and resilient. So it's something that we have not done from day to night, you know. It's something that we have. It's like a dish you have cooked in a low, low temperature, you know. Andy Povey: Yeah, yeah, yeah. Slow cooker. Choni Fernandez: Slow cook. That is. Sustainable PortAventura is slow cook. But at the end, you know, the dish is very good cooked and it's good.Andy Povey: Absolutely. And then, as the person responsible for customer experience within PortAventura World, before talking to you, I wouldn't necessarily have put... sustainability and customer experience together in the same group.Choni Fernandez: You're right because, okay, that is something that has changed also through years, you know, so sustainability was linked and happened at PortAventura. It was totally linked to the environmental part. But that is only one third of what sustainability means. Sustainability is also the social impact and obviously the governance.Choni Fernandez: We call also ESG. Okay, it has some difference because it has more financial meaning. But what is clear when you talk, when we talk about sustainability, we talk about the environmental impacts and the social impacts. And the social impacts are the impacts that your activity, our activity has on people. And when we talk about people, we talk about employees, we talk about our community that's surrounding us, we talk about shareholders, we talk about suppliers, and we talk about guests or visitors. And the activity of any company should have a positive impact on these people that are affected by the activity, that they are also called stakeholders.Choni Fernandez: So, and here is the reason why we try to improve every year the guest experience in order to improve this positive impact. And at the end of the day, because we are not NGOs. We strongly believe that a positive impact on the guest experience is going to be translated in future revenues, more attendance for our parks, and makes our resort more resilient because it's more profitable in the long term.Andy Povey: So this really is a sort of a wheel or a cycle. Choni Fernandez: You are right. You are right. You are right. So we really differentiate at PortAventura. I mean, sustainability is also a new angle to see your business. There is the financial angle. And then there is the angle— how your activity affects the difference they hold up. But that is clear that both need to go together. I mean, business and sustainability. In fact... One of the reasons to become a BCorp company is to evolve our mission and vision with a purpose that integrates sustainability in the business model. So it is much easier for us to talk to employees, to talk to suppliers, to talk to guests. About what is the reason why it exists and why it's important to have sustainability included in order, again, to make our business resilient through the past of the years.Andy Povey: So we have a lot of listeners around the world. What would be your advice to someone running a venue that doesn't have the advantage of starting with sustainability right at the heart and from where they started their business? How do you make a start on this?Choni Fernandez: That is a very interesting question. And the first I think any company needs to do is really to understand the stakeholders they are affecting too. Because just with this complete transparent and dialogue with the different stakeholders, you really can understand what is the impact you are producing on them. And from this result, then you know where are your main pain points, where you need to focus first on. Obviously, there are some general rules. Your impact on the environment, as I told you before, normally a new venue has, for sure, clients, or at least customer guests, employees, probably shareholders, and then in another level, suppliers, community, etc.Choni Fernandez: So, and depends what is the situation, you need to start with that. You need to prepare a good analysis because, if not, what could happen? Imagine that you focus a lot on the environmental part and you start with that because you have seen that PortAventura has started with that.Choni Fernandez: But then that is not your problem because you are in an area where your resources are really well controlled or your resort has very good standards, very efficient, because it has done with high technology, but you have an employee problem.Choni Fernandez: You have problems perhaps to attract employees, to retain the talent, or really to make them happy working with you. Then you have to start the sustainability for not the most important topic in your company. So the most important is to understand what the stakeholders need from you and then to prepare. And it's also very interesting, I think, to start, you know, things small.Choni Fernandez: Making small projects that can be consolidated and embedded into the company. Because what is really important in a company is that each department, each area of the company, maintenance, procurement, human resources, marketing, and each of the departments really is doing the part of sustainability they need to, because it is impossible that one person on every team produces all the sustainability that the whole company needs to do.Choni Fernandez: So if sustainability is really not embedded in the activity of each Japan, it's really impossible to be a successful company in terms of sustainability. You know what I mean?Andy Povey: I know exactly what you mean. That rule is so true for so many things, isn't it? You could replace the word sustainability with guest experience or ride safety. Choni Fernandez: Yes, it's the same. Andy Povey: Any number of different things.Choni Fernandez: I always explain when people say, 'but you have done a lot, Choni.' I say, 'no, no, no, no, no.' Choni has not done a lot.Choni Fernandez: Many people are doing a lot, you know. And sustainability managers or directors normally are orchestra directors. But each one needs to play its own instrument so we have a nice music, you know. If not, it does not work at all, you know, like in orchestra. So we need the maintenance guy, really. or the energy manager to really take care of that. And human resources really to prepare inclusivity, et cetera, policies linked to employees. And marketing, doing really an ethic marketing to guests. So, and that is how everyone is really doing a part of the peak and sustainability of the company.Andy Povey: That sounds very familiar and I'm sure for our guests will ring true in many different areas. It's interesting you talk about really understanding where you are. What it is you're doing. We've done some work here in the UK on the sustainability of websites. So by not printing a park map, you obviously save resources, you save paper. But if you put that on a really inefficient webpage, then you're just consuming someone else's electricity. It doesn't make you any more sustainable.Choni Fernandez: And one thing I would like to tell you is that one of the big steps for us was when our investors make the management very clear that investors of the private funds that own PortAventura were asking for sustainable investments. So that was also a way, really, to receive more money from the investors to the owners. And that is very important because when the financial markets really recognise that sustainability is a plus for an investment, then, you know, things change. Things happen. And we had two moments in this company, in my opinion, for us, for sustainability managers, that make this big change in our mindset. Choni Fernandez: One is the world of our shareholders. And that was really a big, big step forward. Because we realised then, 'oh my God, we are sustainable. We can be sustainable. Our sustainability is a lever really to receive more funds to our business.'Choni Fernandez: And the second one was when we have two different businesses, really a B2C— final customer— and a B2E— travel agencies, companies who do their conventions in our convention, et cetera, et cetera. Once upon a time, a company came to PortAventura asking for a quotation for a big convention, European size, very big one.Choni Fernandez: And before receiving the quotation, they asked, 'Please, can you send us your sustainability report?' Because we would like to see if that's the venue where we want to go. Now, everything changed.Andy Povey: Absolutely.Choni Fernandez: Because at first time, sustainability was bringing business to the company. It was not a nice to have, something that we need to have. It was really part of the business. And that changed the history of the, I would say, the sustainability journey of this company when we have both shareholders' commitment and really request to continue on that. And on the other side, we were recognised for our sustainability activity in a business case.Andy Povey: It's very interesting when you get push or pull from both sides. Choni Fernandez: You're right. Then you realise that there is no other way to do that, you know, so you need pushing, pushing.Andy Povey: You're doing a lot of work about education, work, and working with schools, and having to engage them in your journey.Choni Fernandez: That's again the same case, you know. So in our guest segmentation, school groups are one of them. And it is a very important group for us and I guess for other operators too. As we receive many schoolers. But, you know, the teachers, not students, they thought that the trip to PortAventura was really 100% entertainment. And schools were looking for something more cultural, educational.Choni Fernandez: So then, at that moment, we prepare some workshops at the beginning of the day before the park opens. If the park opens at 10, we can deliver a sustainability workshop from 9 to 10. For instance, talking to kids about biodiversity, about waste management, how to produce green energy. So in the solar plant, we don't have only solar panels. We also have some instruments, some elements to explain children how to produce green energy with movement, with wind, with sun, with solar energy. And they can experiment with their hands. With this element, how to produce this green energy. And they understand very well because that is part of the curriculum that they have to study at school. But now they can put it in practice in a different way, in a way... that our industry delivers very well, that is entertainment, you know?Andy Povey: Yes, yeah, yeah.Choni Fernandez: And that is driving more schools to visit us. So again, there is another link with sustainability, more business, more attendance, more revenues.Andy Povey: We're back on the cycle.Choni Fernandez: Yeah, again, the cycle. We close the loop, you know.Andy Povey: Absolutely. Choni, is there something you'd like to leave as a sort of parting message or a final thought to everybody that's listening to the podcast? A single sentence about how they can emulate your success.Choni Fernandez: No, I think that, okay, sometimes in life, you know, for sustainability managers, I mean, and now in the world, perhaps you feel like Talmon, you know, coming up to the river.Andy Povey: Yeah, yeah, yeah.Choni Fernandez: In a difficult situation, but it doesn't matter. So the evidence is so strong that, if you really can close the loop, as we have been talking, if you can really demonstrate and we can close the gap. Between the sustainability impacts and the financial impacts, then sustainability is part of your business. I think that should be the goal— to really don't have sustainability as something nice to have additional to the business. Avoid that at all.Choni Fernandez: Sustainability is part of the business and makes the business more resilient and more profitable in the long term.Andy Povey: Lovely. That's a great message to leave us with. Paul Marden: Now let's hear some of the buzz from the show floor.Claire Furnival: So day three of IAAPA and I've just bumped into Matt Barton. Matt Barton: Hello. Claire Furnival: Matt, you wear many hats.Matt Barton: My day job is I'm the founder and CEO of Curtain Up. I'm also the owner of 7th Sense, a company that makes media servers and pixel management systems. But I'm also the president of the Themed Entertainment Association, better known as the TEA.Claire Furnival: Crumbs, the busy man. I hear you had a party last night. Matt Barton: We did. Yeah, we had a very successful mixer. We have a great relationship with IAAPA and we have a mixer at all of IAAPA's events around the globe. And we bring our members together, usually on the second or third night of the event.Claire Furnival: Anything announced last night at the party?Matt Barton: Yeah, so we announced our next SAIT conference, and SAIT stands for Storytelling, Architecture, Technology equals Experience. So it's a thought leadership conference where we talk about trends in the industry, best practices to follow, that kind of thing. We've just finished our SAIT Asia event just three weeks ago now, and that was in New Zealand this year. And we just last announced that we're going to be in Dubai next year. Again, building on that great relationship we have with IAAPA, we're actually doing it almost like a pre-conference event. So it's tied in with IAAPA Middle East, which is going to be in Abu Dhabi. We're going to be the week before. So people can then come to SAIT, enjoy SAIT with us, and then go straight down to Abu Dhabi for the IAAPA conference.Claire Furnival: What activities is it that the TEA do? What do you offer your members?Matt Barton: So a whole range of things. And what I'm going to do now is introduce our CEO, Melissa. Melissa Oviedo.Claire Furnival: Great to meet you, Melissa. So what is it that TEA offers its members?Melissa  Oviedo: We are really the connection community. The connection community for the design, the makers, the builders, the creators. Everybody who delivers world-class experiences around the world, that's really who we are and what we represent. That can be from theme parks to museums to cultural to location-based entertainment. Claire Furnival: So I understand that the TEA does an annual benchmark report. Melissa  Oviedo: Yeah, we've just rebranded this. This is the TEA Theme Experience Index. This is the 19th year that we're doing this benchmark study. Yeah, it's really exciting for us. And what this is, is this is the annual attendance report that tracks attendance data from around the globe for the top theme parks, water parks, and museums globally. It really looks at trends, so we can understand where are the guests going, where are they spending their time, how are the parks, especially as they're coming new on the market, how do they influence those trends? And we're actually going to be launching this on October 22nd.Claire Furnival: So a couple of questions spring to mind on that one. So first of all, can anybody access the report?Melissa  Oviedo: Yeah, sure can. It's a completely free resource. You can go online. If you're not a member, we just ask for you to fill out a quick form so we know who's downloading the report. And you will have full access to all of the data, and we will have actual books to hand out at IAAPA in Orlando in November.Claire Furnival: The sector's very, very, very lucky to have this piece of research. So can you give us any snippets as to what we might see in the report?Melissa  Oviedo: I think you'll see that the theme parks are really consistent. The big players are still the big players with Disney and Universal really driving the... main attendance data. And then China, with Chimalong Park, really still holding rank at number one water park in the world. We're seeing the attendance coming back in a fierce way in China.Melissa  Oviedo: Outlook is positive. Overall, though, you'll be able to find in the report a lot of the trends that we're seeing. A lot of what we're not only anticipating in 2025, but in the future as well, with all of the developments that are happening. So, really exciting, this year's report. Claire Furnival: And what about 2026? What does that bring the TEA? Melissa  Oviedo: Momentum is high, right? The community continues to look at how they diversify as an organisation or as a business. Theme parks is our core, but we're so much more than just that. So I think you're going to see. More people doing really cool and immersive things in new places. I think the definition of themed entertainment gets broadened and further defined. I think that you're going to see more activity and more collaboration because collaboration is really when the magic happens. And you're going to start to see that even more robustly in 2026 and beyond. Claire Furnival: Sounds exciting. So last thought from you, Matt.Matt Barton: Yeah, I just wanted to touch on a couple of things we've got left in 2025 before we look to 2026. So I mentioned SAIT earlier. We also have our SAIT conference in North America coming up. So that's in October. at Knott's Berry Farm, and that ties in with when we're launching the Global Experience Index. And then in November, we've got our mixer, our international mixer, combined with the IAAPA conference in Orlando. And so on the Tuesday night of IAAPA, we have our international mixer at the Isle of Berk attraction at Epic Universe. We've got the whole land, we've got dinner and drinks, and it's going to be a good one, so make sure you get your tickets in.Claire Furnival: One not to miss. Well, it's fabulous to catch up with both you, Matt, and you, Melissa. So thank you very much for your time.Matt Barton: Thank you.Melissa  Oviedo:  Thank you so much, Claire.Andy Povey: So we're on day three, and I'm sitting here with Elliot Hall, who's one of the founding partners behind Expression Capital Partners. Elliot, hello. Elliot Hall: Hi, Andy. Good to see you. Andy Povey: For our listeners at home, can you just tell me what Expression Capital Partners do and treat me like an idiot because I really don't understand the world of investment banking and all that kind of stuff.Elliot Hall: Okay, so Expression Capital Partners is the advisory firm to Entertainment Investments 1LP. Which is specialising in the entertainment industry. Andy Povey: Interesting. So I understand you're doing some work with Hasbro and in particular things like Monopoly.Elliot Hall: Yes, yes, yes, absolutely. So we're looking to open monopoly-themed hotels and casinos around the world. Andy Povey: Wow. Elliot Hall: Along with many of the different types of brands, as we're rather across their 1000 plus brands. Andy Povey: I understand there's also some sporting connections. Tell us a little bit about, tell us what you can. Elliot Hall: Yeah, so what we can. We are working with some brands that have relationships and contracts for the IP for UEFA, FIFA and the FA. Yeah, so some really exciting products there and businesses. And we are in a position to be able to sign licenses and lease agreements and so on. And we're looking at bringing all of those brands together, either in the same cluster of IP attractions or within one building under one roof. Andy Povey: So, Elliot, you guys really are the people that are bringing the magic together. The IP, the operators, and then working out how someone funds it all.Elliot Hall: Yes, absolutely, yes. Andy Povey: Fantastic.Claire Furnival: So I'm here talking to Kevin Murphy from Kraftwerk Living Technologies. How are you finding the show this year and what do you see the trends for 2026 for you, Kraftwerk or also the industry?Kevin Murphy: I think in many respects, the trend at the moment is survival, which isn't being negative, but the world is a different place from how it was pre-COVID. The industry, though, is very, very alive. There's a lot happening out there. It's good to see the show for full. We actually tried to get a booth this year and couldn't. Everything had sold out. It's busy. People are wandering around with a very positive vein. But there's no doubt that there's— world tensions and there's problems with investment— and it does affect the industry and you know we're not immune from that. Kevin Murphy: But what's been good about this show is that a lot of the partners and Clients that we're working with are starting to announce their new projects. You have to bear in mind, for us, we do high technology behind the scenes in parks and museums and science centres. We can be working on them for many, many years. So we've had projects that have been brewing and they're just starting to get announced now. So what I'm seeing is, although there's concern about the industry, there is a slightly more positive vein coming through. I think the economy is improving out there, investors are starting to come out, and you can make money out of our industry.Claire Furnival: So what in particular have you got going on in 2026? Anything you can talk about and share with us?Kevin Murphy: Well, we're very, very pleased it's been announced, so I can talk about it. Plopsaland, which is a park in Belgium, are working with Mac. And I'm delighted to see that they've just announced, earlier than we expected, we're still working behind the scenes, but they've now announced their new flying theatre. Which will be ready and prepared at the end of 2026 for the 2027 opening.Claire Furnival: Congratulations, that's really, really exciting news.Kevin Murphy: Sadly, a lot of the other projects, I still can't say too, too much, because they may not have announced.Claire Furnival: Yeah, the dreaded NDAs.Claire Furnival: Just bumped into Jacob from Attractions. io. How's the show been for you?Jacob   Thompson: Great. This is my second time at IAAPA in Barcelona. It's been even better than the first time. So the weather's held out. Great conversations, great company. So overall, a success.Claire Furnival: And a little birdie has told me that you have a new feature coming out.Jacob   Thompson: That is true. So, yeah, we have launched a new product this month called GX Pulse. And the idea is it's enabling operators to make sense of all the noise of guest reviews and sentiment by breaking... reviews down from TripAdvisor, Google reviews, their own internal platforms to make sense and map that across a guest journey, specifically for attractions. So it's able to understand sentiment across things like queue management, your attractions, your food and beverage, give you scores and benchmark you against other venues. But most importantly, give you actionable insights to make improvements to the guest experience.Claire Furnival: Brilliant use of data there. Really, really, really good. So is this product now launched?Jacob  Thompson: Yes, yes it is. So we've been demoing it across some attractions at the trade show floor this week and it's had some really positive feedback. This product is completely separate from our core app platform and experience. So even if you don't have a mobile app and don't need a mobile app, this can be valuable for anybody that is looking to understand the sentiment and experience of their guests across their attractions.Claire Furnival: Fabulous. Guest will be seeing you in IAAPA Orlando.Jacob   Thompson: Yes, and I heard there's going to be a great party hosted by Skip the Queue.Claire Furnival: I'm not sure we'll be hosting a party, but we'll certainly be partying.Jacob   Thompson: Well, I'll be there to join you nonetheless.Paul Marden: So we're here for the final day of IAAPA Expo Europe. I've had a whale of a time and I'm sat here with Jakob Wahl, who amazingly, considering three days into this fantastic expo, is still looking fresh and bright. Jakob, please introduce yourself for our listeners who may not know you.Jakob  Wahl: I'm president and CEO of IAAPA, the Global Association for the Attractions Industry. I've done that now for two and a half years, but in total I've been with IAPA for, I think, nearly 15 years.Paul Marden: Wow, so man and boy almost.Jakob  Wahl: Yeah, you know, and I always say the kid in the candy store— I love doing what we do and bringing people together.Paul Marden: How could you not? So this is my first IAAPA. It has been fantastic and stood on the show floor. I think it was yesterday. I was on my own, done so many interviews. I've been bouncing around, but I just had a few minutes by myself and just stood in the middle of it all. Totally is like being a kid in a candy store, the Willy Wonka moment isn't it? Of what this place is like, because it is so fantastic.Jakob  Wahl:  It is and the most wonderful thing about it is, you know, we as an association, we create a framework, but it is actually all of you, our members, who fill it with life. Because everybody comes together. It's just a massive class reunion. People know each other. And the best thing about it is they're all willing to help and support each other. So obviously, the trade show floor is one component, but we have all those networking sessions, the education sessions, safety corners, we have places where people can exchange, depending on what they work in or where they work, and everybody comes together to share. That is so wonderful, because it's not only family-owned parks, small parks, big parks, but it's also the big private equity corporate players. They're all here to really benefit from this platform, and that fills me with pride.Paul Marden: Good. So, as the week draws to a close, what's been the real highlights for you?Jakob  Wahl: How much time do I have? First of all, the people. It's always the people. It's, you know, for me, it's my team coming together from all around the world, putting this together. And then it's... the people coming and creating those education sessions, creating those moments together, sharing their knowledge. That is just wonderful. There's not one specific moment like that, but it happens all the time. Jakob  Wahl: And then one of the highlights for me is always, always, always the opening reception. That is our Tuesday night event, which took place at Tibidabo, this classic historic amusement park on top of Barcelona. We were a little bit concerned Monday. Will it rain? Will it not rain? So we had to rent tents to make sure that everybody will stay dry. And what happens if you're intense? Obviously, it doesn't rain. Jakob  Wahl: There was an expensive insurance, but it turned out to be exactly that evening. And we have been to Barcelona three times now. We have been to the Tibidabo three times and I think I can be pretty sure that when we go back to Barcelona in three years, we will also go again to Tibidabo because, you know, it's just this evening filled with magic and good people.Paul Marden: Excellent. You've had some time wandering the show floors, I'm sure, talking to suppliers, getting a feel for what's happening in the industry. What have you heard from the show floor that you think is going to influence the sector over the year ahead?Jakob  Wahl: I would have loved to ask you that question, actually. What is your impression?Paul Marden: Oh, the blending of tech with real life I find really interesting. We all want to take our kids to attractions because we want to pull them away from their screens. But there's got to be a hook, I think. And in many cases, there are rides or there are amusements of some form that is a skillful blending of that tech with an in-life, in-real-life experience that I think is the hook to get the kids in. But then we're still wrenching them away from the screens. They're doing something for real with family.Jakob  Wahl: Yeah, I think technology enhances the experience. It doesn't replace the experience. I think that is something which is very clear on the show floor, that there are different ways of how you can combine existing attractions with new technology. And we sometimes call it fusion attractions, where you bring several elements into play with each other. And I think that is very important. What we have seen also is an increase in what I would call smart technology. How can you use technology... to improve the guest flow, to make it even smoother. We all want to have a smooth process. It should be easy on the phone. All those things, besides the classic coasters and water slides and inflatables, that is, I think, some area which has really grown on our trade show floor over the past years.Paul Marden: Yeah, absolutely. If you can smooth that process from the moment that they hit the website all the way through, getting them to the experience and then back out the other side and encouraging them to want to return again is really important, isn't it?Jakob  Wahl: And the same is for operations and maintenance, the front of house for the customer, but also the back of house. And we learned some fascinating things. We talked in our leadership breakfast with the CEO of a large park group, and he said, 'There are tools that can now predict 93% of the attendance of every day.' And that is just fascinating because that helps operational planning, that helps food and beverage planning, that helps all those aspects in running a park successfully or running an attraction successfully.Paul Marden: Absolutely. So, as we come to the end of IAAPA Expo Europe, there are many US listeners, I'm sure, also quite a few Brits as well, anticipating IAAPA Expo Orlando in November. Have you got any insider tips or things that we can look forward to in Orlando? Jakob  Wahl: I can say it will be epic. There's quite a significant theme park which opened this year, Epic Universe, which is just down the road from the convention centre.Jakob  Wahl: And we actually have not only... Mark Woodbury is speaking in our keynote in our leadership breakfast. But we also have privatised the park on Thursday evening for the IAAPA Celebrates for four hours. So it is Epic Universe, just for IAAPA members, which will be amazing. I've had the luck to visit the park several times. And I can only tell you, you know, you should be there. The evening before the show opens on Monday, IAAPA has the Legends event, the honorary evening for the Hall of Fame. And this year we're actually inducting five inductees. Among them is Dolly Parton. So if you have ever wanted to meet Dolly Parton. Paul Marden: The real Dolly Parton. Wow.Jakob  Wahl: Yeah, Dolly Parton is getting into the IAAPA Hall of Fame, besides some other really fantastic candidates or inductees. And she will be there to receive that accolade. And as you said, you have many British listeners. Next year, IAAPA Expo Europe is in London.Paul Marden: Now, I'd quite like to do an edit for my family that might be listening, because that did sound quite epic. And we need to be absolutely clear that there's lots of hard work to be done in Orlando, as well as enjoying ourselves at Epic and seeing Dolly Parton.Jakob  Wahl: Yeah, I'm pretty sure we need to Skip the Queue on site for a podcast from Orlando.Paul Marden: Oh, there we go. There we go. I think we should end it there. Jakob, it has been delightful to meet you. I've really enjoyed it. I'm so grateful for being invited to come to IAAPA this year. Bring the podcast here. I've had so much fun. I've learned so much. It's been wonderful. Thank you.Jakob  Wahl: Oh, we love what you do. Thank you, you know, for making the attractions industry present in the digital space. And we are all great listeners of your podcast. So thank you for what you do for us.Paul Marden: Wow, what a week. A massive thank you to IAAPA for hosting us in Barcelona. It was an incredible few days of connection, innovation, and inspiration. We've absolutely loved being part of it. And who knows, maybe we'll see you again sooner than you think. If you liked today's episode, please like us or leave a comment on your podcast platform. It really does help people to find us. And lastly, thank you to all of the team that made these daily episodes and today's wrap-up session. A possibility without the team it could not have been possible to have done this— thank you to Emily and Sami at Plaster, Steve at Folland Co. Wenayn, Claire, and Andy back at Skip the Queue HQ. It has been a delight to be with you and I look forward to seeing you again next week. The 2025 Visitor Attraction Website Survey is now LIVE! Dive into groundbreaking benchmarks for the industryGain a better understanding of how to achieve the highest conversion ratesExplore the "why" behind visitor attraction site performanceLearn the impact of website optimisation and visitor engagement on conversion ratesUncover key steps to enhance user experience for greater conversionsTake the Rubber Cheese Visitor Attraction Website Survey Report

Today, we uncover a detail many overlook, but one that has the power to transform your guest experience... furniture and layout design.  My guest, Mike Waring, founder of Mustang Home Goods, blends Japanese joinery, North American architecture, and timeless craftsmanship to create sustainable, ergonomic, and story-driven furniture perfect for glamping sites and boutique retreats. You'll hear:  How Mike's journey from the Navy to furniture design shaped his philosophy of “design as an experience.”  Why conversational spacing and thoughtful layouts build deeper guest connections.  How sustainability, craftsmanship, and even the golden ratio can elevate your spaces and your brand.  Whether you're launching your very first glamping site or refining a long-standing resort, this episode is packed with inspiration and practical ideas to help you create unforgettable guest moments.  And if you're attending The Glamping Show Americas on 29th September, be sure to stop by and meet Mike, who would love to help you design a space that delights your guests.  More Information:  Mike Waring – Mustang Home Goods  https://www.mustanghomegoods.com/  mike@mustanghomegoods.com   505-418-8070  _________  Sarah Riley - Glamping, retreat events, and guest attraction   Glamping Academy & Owners Club https://inspiredcourses.com  Glamping marketing studio https://inspiredcollectiveltd.com/  __________  The Glamping Show Americas, Denver, Colorado https://www.glampingshow.us  info@glampingshow.us 

Send us a message!Flexible cancellation policies are no longer optional in today's vacation rental market. Guests expect them, OTAs prioritize them, and competitors are already adapting. But for property managers, relaxed policies often feel like a direct threat to revenue and owner trust.In this episode, we talk with Sasha Lawler, CEO and Founder of Roam, about how her company is eliminating that trade-off. Roam's embedded insurance model allows managers to offer flexible bookings that attract more guests while ensuring income is protected even if cancellations occur.Sasha shares her 15+ year journey in hospitality and vacation rental tech, the conversations with property managers that inspired Roam, and why now is the moment for the industry to catch up with hotels and airlines in offering flexibility.We discuss:1️⃣ Why strict cancellation policies create tension between managers, owners, and guests2️⃣ How Roam's model differs from traditional travel insurance3️⃣ The tech behind embedding refundable and non-refundable rate options into booking sites4️⃣ Why smaller operators are leveraging Roam to stabilize revenue and win new owners5️⃣ How turning cancellations into a strength can improve guest trust and long-term brand growthIf cancellations have ever kept you up at night, this episode will show you how flexibility can protect (not jeopardize) your revenue.Connect with Sasha:LinkedIn: https://www.linkedin.com/in/sasha-lawler-a4b33677/ Website: https://goroam.io/ ✨ Exclusive Offer to Alex & Annie Listeners:Get free onboarding when you partner with Xplorie! Valid through November 30, 2025.

In this sizzling episode of The Hospitality Hangout Podcast, hosts Michael “Schatzy” Schatzberg and Jimmy Frischling sit down with Steve Kislow, CEO of Firebirds Wood Fired Grill. They delve into hospitality strategies and reveal what it takes to scale a modern restaurant brand while staying true to its roots. Steve shares his valuable perspective on industry trends that are shaping the future of casual dining, covering everything from menu innovation to guest experience and team culture.This conversation is packed with actionable insights for hospitality insiders, operators, and executives looking to navigate a competitive landscape. If you're eager to discover bold ideas, insider tips, and success strategies from one of the industry's most respected leaders, this is an episode you won't want to miss.

Send us a message!In this week's episode, we're joined by Adrienne Clark (President & COO) and Caleb Yaryan (Chief Product Officer) of Xplorie, a trusted partner for vacation rental operators looking to enhance guest satisfaction while gaining a competitive edge.For nearly 30 years, Xplorie has been connecting lodging providers with local attractions in more than 70 destinations across the U.S., creating seamless, curated activity experiences that guests actually value. But more than just a perks program, Xplorie is a strategic tool that helps property managers attract bookings, improve guest loyalty, and offer real hospitality that extends beyond the front door.Adrienne and Caleb share their personal paths into the industry, the philosophy behind Xplorie's business model, and the behind-the-scenes work that goes into ensuring every activity meets their high standards of quality and service.We discuss:1️⃣ How Xplorie supports PMs in creating meaningful guest experiences2️⃣ Why activities are a powerful differentiator in a crowded market3️⃣ Trends in traveler behavior post-COVID, from outdoor demand to last-minute bookings4️⃣ How Xplorie helps guests and operators when things don't go as planned5️⃣ The importance of local partnerships and activity curation6️⃣ Real-time integrations, guest support, and why call centers still matter7️⃣ Why Xplorie limits the number of partners per market8️⃣ What's ahead for Xplorie as they approach their 30th anniversaryWhether you're looking to stand out without lowering rates, boost shoulder season bookings, or create memories guests will talk about long after check-out, this conversation is packed with actionable insights you won't want to miss.Connect with Adrienne:LinkedIn: https://www.linkedin.com/in/adrienneclark1322/ Connect with Caleb:LinkedIn: https://www.linkedin.com/in/caleb-yaryan-15447219/ Connect with Xplorie:Website: https://xplorie.com/ LinkedIn: https://www.linkedin.com/company/xplorie/ ✨ Exclusive Offer to Alex & Annie Listeners:Get free onboarding when you partner with Xplorie! Valid through November 30, 2025.

In this episode of the Real Estate Pro Show, host Erika interviews Kim Egger, a former banking executive who transitioned into property management. Kim shares her journey of discovering her passion for the service industry after a health crisis, leading her to establish Treasures in Heaven Property Management. She discusses the challenges of starting her business, the importance of building relationships with property owners, and how she balances the needs of both owners and guests. Kim emphasizes the significance of networking, listening to clients, and creating exceptional guest experiences. She also talks about her goals for scaling the business and the importance of training her team to maintain high service standards.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

Ed, Rob, and Jeremy took some time from Wednesday's BBMS to talk to Rich Tamayo, Ravens Senior VP of Stadium Ops and Guest Experience. The Ravens made some big changes to M&T Bank Stadium this offseason, but how will those changes impact the fans and gameday experience?

Most STR deals fail before they even start—95% don't pencil out. But the ones that work? They're powered by more than numbers.In this episode, we break down both sides of the equation: finding deals that actually perform and delivering hospitality that scales profit.• 10-point hospitality playbook• Why 95% of STR deals never make sense on paper• The creative edge investors need to make deals work• Why service ≠ hospitality (and why guests feel the difference)• How to balance ROI with guest delight and repeat bookings00:03:56 – Service vs. Hospitality00:06:11 – Setting Higher Financial Targets00:08:09 – Guest Experience at Every Stay00:15:12 – Building a Hospitality-Driven Team00:16:23 – Guest-Centric Business Model00:17:17 – Scaling Means Scaling Leadership00:20:27 – The Roots of Modern Hospitality00:22:52 – Designing Emotional Guest CheckpointsGet FREE Access to our Community and Weekly Trainings:http://group.strsecrets.com/

Most STR deals fail before they even start—95% don't pencil out. But the ones that work? They're powered by more than numbers.In this episode, we break down both sides of the equation: finding deals that actually perform and delivering hospitality that scales profit.• 10-point hospitality playbook• Why 95% of STR deals never make sense on paper• The creative edge investors need to make deals work• Why service ≠ hospitality (and why guests feel the difference)• How to balance ROI with guest delight and repeat bookings00:03:56 – Service vs. Hospitality00:06:11 – Setting Higher Financial Targets00:08:09 – Guest Experience at Every Stay00:15:12 – Building a Hospitality-Driven Team00:16:23 – Guest-Centric Business Model00:17:17 – Scaling Means Scaling Leadership00:20:27 – The Roots of Modern Hospitality00:22:52 – Designing Emotional Guest CheckpointsGet FREE Access to our Community and Weekly Trainings:http://group.strsecrets.com/

In this episode of the Real Estate Pros podcast, Humberto Marquez, founder of Surge, shares his journey into real estate, transitioning from logistics to becoming a successful broker and short-term rental manager. He discusses the challenges faced with national property management companies and how Surge aims to provide a higher quality of service. Humberto also delves into strategies for maximizing rental performance, sourcing properties, and furnishing them to meet client expectations, emphasizing the importance of customization in property management.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

In this episode of the Investor Fuel Podcast, host Q Edmonds interviews Nicole Rothstein, a forward-thinking entrepreneur in the real estate sector. Nicole shares her journey from New York City to Charleston, South Carolina, where she operates a vertically integrated real estate company. She discusses her passion for design, the importance of building a strong team, and the challenges of navigating the real estate market. Nicole emphasizes the significance of guest experience and the impact of aesthetics on property value, showcasing her innovative approach to property management and concierge services.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

In this episode of the Invested Fuel podcast, host Q Edmonds interviews Margie Van Zee, the owner of Bella Palazzo, a property management company specializing in short-term vacation rentals in Arizona. Margie shares her journey in the property management industry, the challenges she faces, and her strategies for growth. She emphasizes the importance of providing a five-star guest experience and discusses her plans to scale her business while maintaining high standards of hospitality. Margie's personal story of resilience and focus on family adds depth to her professional insights, making this conversation both informative and inspiring.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

Spa franchise growth is evolving beyond the basics of service menus and storefront expansion. Today, the most successful wellness brands scale by blending luxury with purpose—offering not just treatments, but experiences that restore, connect, and inspire. One brand leading this shift is Spavia Day Spa, founded by Allison Langenderfer. What began as a single-location concept has grown into a nationwide franchise known for elevated guest experiences, thoughtfully curated retail, and a culture deeply rooted in care. In the world of franchising, many chase unit growth without laying the cultural or operational foundation to support it. Spavia flipped that model. From the beginning, Allison built the brand around intention—delivering consistent, high-end spa services while fostering connection between guests, team members, and franchise owners. That clarity of purpose has become a major driver of Spavia's franchise growth, helping the brand stand out in a saturated industry. Allison's path to launching a wellness franchise wasn't traditional. Her background includes a successful run as a Macy's buyer, followed by a decade in pharmaceutical sales. That experience gave her a strong foundation in operations, customer engagement, and market strategy—all skills she now channels into leading Spavia. But what really sets her leadership apart is a strong emotional intelligence and unwavering focus on community. Whether it's through the brand's nonprofit initiative, Spavia Cares, or their dedication to franchisee support, the company's mission goes beyond profit—it's about impact. Spa franchise growth requires more than just a great treatment menu. Spavia places significant emphasis on guest experience—from the curated arrival ritual to the tranquil spa environment and personalized service. Each location is designed to offer a high-end, boutique feel while staying approachable and community-focused. This attention to detail has fueled word-of-mouth buzz and repeat visits, while also giving franchise owners a proven model to plug into. As the wellness space becomes more crowded, differentiation matters more than ever. Spavia's approach includes an expertly developed retail program, a market-driven service lineup, and strong national branding that still allows room for local connection. Franchisees aren't just operators—they're partners, empowered with tools and support that help them maintain brand standards while customizing for their markets. That balance is a key ingredient in scalable success and a foundational principle in Spavia's growth strategy. The heart of Spavia's spa franchise growth lies in its people. From estheticians to guest advisors to franchise owners, culture and connection drive performance. The company places a strong emphasis on training, empowerment, and creating a workplace where employees can thrive. That translates directly into the guest experience—warm, consistent, and tailored. Franchisees benefit from a model that's been tested, refined, and supported with systems. Spavia's leadership has intentionally built an infrastructure to scale, not just in size but in depth. As more entrepreneurs look to enter the wellness space, Spavia offers an opportunity to join a brand that's not just growing, but growing the right way. For those exploring franchise opportunities or seeking to lead with purpose in the health and wellness industry, Spavia stands as a prime example of how mission-driven values and a refined guest experience can fuel long-term success. Watch the full episode on YouTube. Don't miss future conversations that help you drive results, expand your influence, and sharpen your business edge. Join Fordify LIVE! every Wednesday at 11AM Central on your favorite social platforms and catch The Business Growth Show Podcast every Thursday for a weekly dose of business growth wisdom. About Allison Langenderfer Allison Langenderfer is the Founder and President of Spavia Day Spa, a leading wellness franchise committed to delivering high-end, personalized spa experiences in a warm and welcoming environment. With a background in retail and pharmaceutical sales, Allison brings a unique blend of creative vision, operational insight, and purpose-driven leadership to the spa industry. Under her guidance, Spavia has expanded into a nationally recognized brand, known for its curated services, community impact through Spavia Cares, and strong franchisee support. To explore more about Spavia or inquire about franchise opportunities, visit SpaviaDaySpa.com. About Ford Saeks Ford Saeks is a Business Growth Accelerator with a proven track record of helping businesses—from startups to Fortune 500s—generate over a billion dollars in sales. As President and CEO of Prime Concepts Group, Inc., Ford specializes in customer acquisition, brand visibility, and strategic innovation. With over 20 years of experience, he's founded more than ten companies, authored five books, earned three U.S. patents, and received numerous industry honors. Recognized as a leader in AI prompt engineering, Ford trains professionals on how to harness AI to produce powerful, results-driven content. He recently spoke at the “Unleash AI for Business Summit,” highlighting the role of ChatGPT in revolutionizing marketing, sales, and customer experience. To learn more, visit ProfitRichResults.com and catch his business insights show at Fordify.tv.

Welcoming new students to your youth ministry shouldn't feel like a firehose of information—this episode unpacks how to create an intentional, low-pressure first-time guest follow-up system. We'll explore the psychology behind making guests feel valued, how to use a youth group welcome box, and why timing your church guest process matters. Plus, get a walkthrough of our youth ministry calendar, a peek at our welcome video strategy, and how to keep student connections alive on social media all fall long!

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I talk about the importance of internal reflection in the hospitality industry. I believe restaurant owners should build their businesses around their own desires and experiences, instead of constantly trying to guess what customers want. I share some actionable strategies for creating authentic marketing campaigns that truly resonate—by marketing like a fan and designing offers that we, as owners, would genuinely be excited about. For me, alignment and truth in marketing are key to deeper customer engagement and long-term profitability.Takeaways:Most restaurant owners think they need more guests.Profit isn't random, it's engineered.Stop guessing what guests want and start solving your own problems.You are your target customer.Design your next event or menu through your own desires.The most profitable thing you can do is build for you.Marketing like a fan creates genuine engagement.Audit your last three campaigns honestly.The right people show up when you build from truth.Create offers that you would buy.Chapters00:00 Introduction to Hospitality Insights01:50 The Importance of Internal Reflection in Marketing03:44 Building for Yourself: The Key to Success07:33 Creating Magnetic Marketing Through AuthenticityIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I talked about why we need to rethink loyalty programs in the hospitality industry. To me, loyalty isn't about handing out discounts—it's about creating emotional connections with our guests. I shared how designing programs that reward status and access, rather than just transactions, can help restaurant owners build a real sense of belonging. I also touched on how important it is to involve our team in these programs and why they can serve as powerful marketing tools to boost both engagement and sales.Takeaways:Most restaurant owners think they need more guests.Profit isn't random, it's engineered.Loyalty isn't transactional. It's emotional.Discounts don't build loyalty, identity does.Your loyalty program should sell, not just retain.Engagement trumps size every day.Make loyalty a part of service, not a side hustle.Your team is the engine.Audit your current program.Reward it with a feeling of belonging.Chapters00:00 Introduction to Hospitality Insights01:20 Rethinking Loyalty Programs04:43 Building Emotional Connections with CustomersIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

In this riveting first installment, Dwayne sits down with Molly Bloom, they trace her journey from a straight-A student and elite mogul skier—who overcame major spinal surgery—to California, where an identity crisis set her on an unexpected path into the world of high-stakes underground poker. Along the way, Molly reflects on the powerful roles family dynamics, honesty, and courage have played in her life. She shares how the pivotal “20 Seconds of Courage” mindset transformed her decision-making, and reveals how meticulous attention to sensory details and genuine empathy— “effective presence”—became the secret sauce that elevated her from server to sought-after host of billionaire poker tables. Molly also imparts hard-won lessons in resilience, parenting, and emotional intelligence, including techniques like cognitive reappraisal and value inventories that anyone can apply to amplify personal and professional success.Time Stamps:00:00 – Opening Hand: From Olympic Moguls to Underground Poker01:30 – The Truth Deal: Scoliosis Surgery, Law School & Reclaiming Honesty04:00 – Identity All-In: Chasing Warmth After a Career-Defining Fall07:00 – First Hand Played: How “Tip Molly” Became the Table's Secret Weapon09:30 – Family Face-Off: Lessons from a Stern Father & Compassionate Mother13:00 – Parenting Like a Pro: Building Resilience in Your Kids19:00 – The 20-Second Bet: A Simple Hack for Courageous Action23:00 – Rock-Bottom Royal Flush: Freedom Found in Failure25:30 – Service Mastery: Elevating the Guest Experience at Billionaire Tables30:00 – Emotional Footprint: The Art of “Effective Presence”36:00 – Empathy Unlocked: Navigating Easy vs. Hard Connections41:30 – Sensory High-Stakes: Designing Unforgettable, Multi-Sense Experiences49:00 – Outsider's Edge: Creativity & Loyalty from the Poker Fringe54:00 – Part 2 Tease: Scaling Empires, Legal Battles & ReinventionNotable Quotes“If you're asking how I went from a straight-A student and elite athlete to running an underground crime syndicate, yeah, there's some causes and conditions there.” Molly Bloom“People are going to forget what you said and what you did. They're not going to forget the way you made them feel.” Dwayne Kerrigan“20 seconds of courage. That's all it takes to send the email that changes your career.” Molly BloonValuable ResourcesFilm & Memoir: Molly's Game (movie by Aaron Sorkin) & Molly's Game memoir by Molly BloomEmotional Intelligence: Daniel Goleman's Emotional Intelligence; research on the “emotional footprint” meta-analysisMindfulness & Reappraisal: Byron Katie's Loving What Is; practice journals for cognitive reappraisal (“What else could this mean?”)Risk & Courage: Brené Brown's work on vulnerability; prompts for “20 seconds of courage” challengesKey TakeawaysInventory Your Values: Write down who you want to be, how you want to treat people, and then audit your behavior regularly.Practice 20 Seconds of Courage: Before fear spins you out, commit just 20 seconds to take the leap—send the ask, make the call, pitch the idea.Cultivate Effective Presence: Focus on the emotional footprint you leave: genuine curiosity, empathetic listening (“listening to discover”), and small acts of service.Use Cognitive Reappraisal: When conflict arises, reframe instantly (“What else could this mean?”) to defuse negativity and maintain inner calm.Design for All Senses: In any client-facing situation—from podcasts to boardrooms—mind...

Ever wonder what it really takes to pack up your life, move to a new city, and build a short-term rental business from scratch? In this episode, We sat down with my friend Chachi Horgan — a former real estate agent from Maine who took a leap, moved to Florida, and built Roam Ready Vacation Rentals, scaling to 11 properties in less than two years. We talk about everything — the mindset it took to start over, the power of building a solid network, what it's like navigating a new market, and why learning to delegate is absolutely critical if you want to grow. Chachi also shares how coaching lacrosse and a love of personal development shaped how he runs his business today. If you're thinking about starting a vacation rental business — or scaling the one you already have — this one's loaded with real stories, raw insights, and some seriously motivating perspective. Things we discussed in this episode: Chachi's transition from real estate agent to short-term rental business owner in Florida The importance of networking and building relationships in a new community Strategies for analyzing and selecting properties using tools like AirDNA and PriceLabs The challenges of scaling a business and delegating tasks effectively Mindset development and personal growth through reading business and self-help books Dealing with seasonality in short-term rental markets The value of having a growth mindset and continuous improvement Expanding business operations across multiple markets (Florida and Maine) The role of virtual assistants and team members in business growth Leveraging coaching and athletic experience in developing business skills and mindset training Get in touch with Chachi: Facebook - ⁠https://www.facebook.com/chachi.horgan Instagram - https://www.instagram.com/the_realestate_chachi/ Website - ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://roamreadyvacationrentals.com/ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #AirbnbInvestment #RealEstateSuccess #PropertyInvesting #STRStrategy #OffMarketDeals #AirbnbTips #RealEstateCoaching #PassiveIncome #PropertyManagement Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ YouTube⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Prideaway Stays ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Straightforward Short-Term Rentals ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Attorney Rory Gill ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠on LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Jason Muth on ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Hospitality.FM⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

In this conversation, Dylan Silver interviews Diana Muturia, the founder of Clean, a web-based AI cleaning management tool designed for short-term rentals and boutique hotels. Diana explains how Clean automates the cleaning process, making it easier for hosts and cleaning crews to manage turnovers efficiently. She shares her journey from a college dropout to a successful entrepreneur, the global appeal of short-term rentals, and her vision for the future of AI in the cleaning industry. The discussion also touches on the importance of quality in the rental market and the future plans for Clean. Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

Sharyn MeansCEODoves Rest Cabins“I'm Sharyn Means, CEO of Doves Rest Cabins. I am the creator of the Kia Oro customer service brand that develops a culture of excellence, powered by staff that can anticipate customer needs, exceed expectations, create goodwill and make it all feel seamless.”“Born and raised on the remote Island of New Zealand, I learned at a young age to stand on my own two feet, how to do things myself, or find an alternative solution to the issue. My entire career has been in project management, overlapping into hospitality and customer service.”“My passion for natural beauty led me to Palo Duro Canyon and Doves Rest Cabins where I excel at instilling a devotion to great service while providing tools, skills, freedom and rendering assistance to my staff to make our customers feel special. I am proud to represent my New Zealand heritage here in America by showing my true Kia Oro spirit that is grounded in respect, generosity, and kindness.”“When I'm not crafting marketing plans, instilling shared values, celebrating great performances, leading by example, you can find me in the arms of my Texan husband, or eating a protein bar”.summaryIn this episode of the Big World Made Small podcast, Jason Elkins interviews Sharyn Means, CEO of Doves Rest Cabins, located on the rim of Palo Duro Canyon. Sharyn shares her unique journey from New Zealand to the U.S. and how her background in construction and project management has shaped her approach to hospitality. The conversation explores the various activities available at Doves Rest, the importance of creating a welcoming environment for guests, and the challenges of scaling a hospitality business. Sharyn emphasizes the significance of listening to guests and staff, the natural beauty of the area, and the philosophy of disconnecting to reconnect with nature and oneself.takeawaysDoves Rest Cabins offers a unique blend of luxury and nature.Sharyn's journey from New Zealand to the U.S. shaped her hospitality approach.The importance of logistics in running a hospitality business.Creating a welcoming environment is key to guest satisfaction.Listening to guests and staff is crucial for success.Nature and wildlife play a significant role in the guest experience.Training staff involves hands-on experience and personal interaction.Scaling a hospitality business requires strong processes and systems.Guests often have common concerns about amenities and services.Disconnecting from daily life allows for reconnection with nature and oneself. Learn more about Big World Made Small Adventure Travel Marketing and join our private community to get episode updates, special access to our guests, and exclusive adventure travel offers on our website.

What does it take to grow a food tour company without losing what made it special in the first place? Mitch Bach talks with Lauren Aloise, co-founder of Devour Tours and now VP of Marketing and Guest Experience at Walks-Devour Tours, joins us to unpack the hard-earned lessons of scaling with soul. From cooking classes in her Madrid apartment to managing operations across continents, Lauren shares how Devour stayed grounded in hospitality, storytelling, and meaningful local partnerships—even as it greatly expanded.Mitch and Lauren explore the tough questions many tour operators face: How do you train guides to host, not just talk? What gets lost when experiences become too polished? And how do you adapt to a tourism landscape shaped by TikTok, AI, and shifting guest expectations? This episode is packed with insight for anyone trying to grow a purpose-driven experience business—without losing the magic.Join the 20,000 member Tourpreneur Facebook GroupMore show notes at tourpreneur.comNovember 10-13, 2025: Tourpreneur's TourWeek annual conferenceChapters00:00 Introduction to Devour Tours and Lauren Aloise02:23 The Origins of Devour Tours05:54 Evolving the Business Model11:13 The Challenges of Scaling14:30 Customer Loyalty and Brand Connection16:20 The Unique Qualities of Food Tourism20:57 Creating Connection Through Food Tours25:23 The Future of Tour Guiding and AI25:48 The Impact of AI on Tourism and Hospitality27:59 The Power of Shared Food Memories29:25 Balancing Experience and Product in Tours30:33 Investing in Guide Training and Engagement33:29 Building Loyalty and Company Culture34:38 Navigating the Rise of DIY Food Tourism37:41 Adapting Marketing Strategies for a New Generation39:19 The Value of Webinars in Customer Engagement43:16 Learning from Failures and Defining Success47:39 The Importance of Focus in Business Growth

Can a side hustle built on friendship and a love of travel become something bigger? Join Jason Muth, Rory Gill, and Ethan Sobel as they share the real story behind Prideaway Stays, their co-hosting venture in Provincetown. From a family dream of owning a Cape home to building a guest-first rental brand, this episode dives into the heart of short-term rental hosting. Discover how they scaled their business while staying personal, built community connections, and turned passion into purpose.

What if your best-performing Airbnb was sitting just a mile away—and you almost missed it? In this episode, we talk with Jeremy Beland, a real estate investor who made the leap from wholesaling to building a killer short-term rental portfolio in Port St. Lucie, Florida. He shares how one overlooked pocket became home to his top-performing property—and why hyper-local strategy matters more than most people realize. Jeremy and his wife pull back the curtain on what it really takes to succeed in the Airbnb space. From rehabbing a rundown house to creating a five-star guest experience, they walk through the messy, unglamorous, and essential parts of running short-term rentals like a real business. Whether you're already hosting or just thinking about it, this one's packed with real-world advice, hard-earned lessons, and a few laughs along the way. Things we discussed in this episode: Jeremy's shift from off-market deals to short-term rentals Why location—down to a one-mile radius—matters The real challenges of furnishing from scratch Building a strong local cleaning and maintenance team Treating STRs like a business, not a side hustle Smart guest screening to protect your property How reviews impact long-term success Jeremy's REI Freedom program on off-market strategies Long-term wealth potential of STR investments The hospitality mindset behind a top-tier Airbnb Get in touch with Jeremy: Linkedin - ⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/jeremy-beland-164b8913/ Facebook - ⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/groups/795700988329071/media Instagram - ⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/jeremybeland_/ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #AirbnbInvestment #RealEstateSuccess #PropertyInvesting #STRStrategy #OffMarketDeals #AirbnbTips #RealEstateCoaching #PassiveIncome #PropertyManagement Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠⁠ and⁠⁠⁠⁠⁠⁠⁠ YouTube⁠⁠⁠⁠⁠⁠⁠ Prideaway Stays ⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ Straightforward Short-Term Rentals ⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠⁠ Attorney Rory Gill ⁠⁠⁠⁠⁠⁠⁠on LinkedIn⁠⁠⁠⁠⁠⁠⁠ Jason Muth on ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠⁠⁠⁠⁠⁠ Hospitality.FM⁠⁠⁠⁠⁠⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

In this episode of The Hospitality Mentor Podcast, host Steve Turk chats with Anand and Nina, owners of the Barn B&B in Walla Walla, Washington. They share their inspiring journey from their extensive careers in the hospitality industry to fulfilling their dream of creating a unique luxury B&B. The discussion covers their initial planning, challenges faced during construction, the impact of COVID-19, and the meticulous guest experience they provide. Listeners also hear about their loyalty program, personal touches, and advice for couples working together in business. Tune in for a heartwarming and informative episode that delves into the dedication and passion behind a distinguished hospitality venture.00:00 Introduction to The Hospitality Mentor Podcast00:42 Meet Anand and Nina of Barn B&B Walla Walla01:17 The Journey to Walla Walla02:21 Creating a Unique Bed and Breakfast Experience03:20 Nina's Background in Hospitality04:18 Anand's Extensive Career in Hospitality10:00 Planning and Building the Dream B&B15:37 Opening Day and Early Challenges18:17 Navigating COVID-19 Challenges19:18 Guest Experience and Unique Features20:19 Warm Welcomes and Check-In Rituals23:42 Loyalty Programs and Special Offers28:32 Future Plans and Industry Trends30:31 Advice for Aspiring Hoteliers33:56 Marriage and Partnership Insights34:46 Conclusion and Final Thoughts

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dig into something I wish I'd learned a lot sooner — how to build a profitable restaurant that doesn't eat you alive. Hustle alone won't cut it. I talk about what it really takes to break free from burnout: shifting your mindset and reconnecting with what genuinely fires you up. When we chase what excites us, we craft experiences our guests can't resist. I share how showing up authentically — in how we engage with folks and how we market our businesses — draws in the right people and keeps them coming back. Because at the end of the day, if you build a restaurant that feeds your soul, it'll feed your bank account too.Takeaways:Most restaurant owners think they need more guests.Profit isn't random, it's engineered.You need to change you and the way you see your restaurant.Design a restaurant that you love.Your best customers don't need a great reason to come back.Stop pushing lazy offers.Write marketing campaigns that would make you come in.Audit your menu and guest experience.Build a brand that you would fall in love with.Engage with customers authentically.Chapters:00:00 Introduction to Full Comp and Profitability Masterclass01:37 Transforming Your Restaurant's Approach to Marketing05:04 Creating Irresistible Experiences for Guests07:41 Engaging with Customers AuthenticallyIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

In this episode of Hospitality Hangout, we sit down with Wade Allen, a leading voice in hospitality strategies and digital innovation, to explore what real restaurant transformation looks like in today's fast-evolving landscape. Wade shares powerful insights on hospitality trends and the role of tech in enhancing dining experiences that every operator should hear.Join us as we discuss:Emerging hospitality trends and evolving consumer behaviors.Balancing technology with the personal touch in fun dining experiences.Real-world examples of transformation from a true hospitality insider.How brands can remain relevant through expert strategies and authentic hospitality stories.If you're looking to stay ahead of the curve in the food service world, this episode delivers the expert insights you need. Subscribe now and join the conversation on the business of hospitality done right! Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

What if your real estate business was designed to serve your life — not run it? In this episode, we chat with Fouad Bazzi, a former banker who left the corporate world to build a thriving short-term rental business centered around freedom, family, and purpose. He shares how he scaled his operations, mentors the next generation (including his own kids), and shifted from chasing work-life balance to creating true work-life unity. This isn't just about real estate — it's about building a values-driven business that aligns with the life you want. Whether you're an investor or just curious about the space, this conversation will challenge and inspire you. Hit play and get ready to rethink success. Things we discussed in this episode: Fouad's shift from banking to STR for time and financial freedom Goal-driven real estate strategies over social media trends Rebranding from Crescent Retreats to The Owner Hosts Involving family in staging and business learning Building a global team with specialized virtual assistants Health and fitness as pillars of entrepreneurial success STR Cohort: action-based consulting and peer learning Embracing “work-life unity” over balance Tax strategies and real estate for high-income earners Creating sellable, legacy-driven businesses Get in touch with Fouad: Facebook - ⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/foubazzi/ Linkedin - ⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/fouad-bazzi-4415973/ Website - ⁠⁠⁠⁠⁠⁠⁠⁠https://www.fouadbazzi.com/ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #OpportunityZones #ShortTermRentals #EntrepreneurLife #FamilyBusiness #FinancialFreedom #AirbnbHost #BusinessMindset #PropertyManagement #EntrepreneurialFamily #WealthBuilding Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠⁠⁠ and⁠⁠⁠⁠⁠⁠⁠⁠ YouTube⁠⁠⁠⁠⁠⁠⁠⁠ Prideaway Stays ⁠⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠ Straightforward Short-Term Rentals ⁠⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠⁠⁠ Attorney Rory Gill ⁠⁠⁠⁠⁠⁠⁠⁠on LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠ Jason Muth on ⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠⁠⁠⁠⁠⁠⁠ Hospitality.FM⁠⁠⁠⁠⁠⁠⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

This week on Hospitality Hangout, we're turning up the heat with Mike LaRue, Franchisee and VP of Franchise Development at Angry Chickz — one of the fastest-growing brands in the hospitality industry focused on fun dining. In this episode, we discuss essential hospitality strategies including restaurant transformation and building a successful brand through effective franchising.Discover what it takes to create unforgettable guest experiences that resonate with customers. Packed with industry trends, insider insights, and hot hospitality stories, this episode is perfect for brand builders and food enthusiasts alike. Tune in for expert guidance and learn about the vital conversations shaping today's competitive food service market. Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

What if your next real estate deal could help you eliminate capital gains taxes—while building a thriving short-term rental business? In this episode, tax strategist Ashley Tison dives into the powerful world of Opportunity Zones and how investors can use them to unlock huge tax advantages. These zones aren't just distressed areas—they include beachfront properties, university towns, and booming urban districts. Ashley explains how to transform a property in an Opportunity Zone, count even furniture and equipment as improvements, and potentially walk away from the investment completely tax-free after 10 years. But there's a deadline: you'll need a capital gain by December 31, 2026, and an active business within the zone. Whether you're eyeing a downtown mixed-use building or a waterfront rental community, this episode shows how to invest with strategy, purpose, and serious long-term upside. Things we discussed in this episode: Opportunity Zones: Created by the 2017 Tax Cuts and Jobs Act Defer and Eliminate Capital Gains by Holding for 10 Years Short-Term Rentals Qualify—Including Furnishings and Equipment Act Fast: Final Investment Deadline is December 31, 2026 University Areas Offer Prime OZ Investment Potential You Must Actively Operate a Business—Not Just Use Personally Mixed-Use Buildings Are Ideal for OZ Strategies Meet the ‘Substantial Improvement' Rule to Qualify Use SBA Loans to Fund Mixed-Use OZ Projects Invest Gains from Stocks, Real Estate, or Other Appreciated Assets Get in touch with Ashley: Facebook - ⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/ozpros Linkedin - ⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/company/ozproscom/ Website - ⁠⁠⁠⁠⁠⁠⁠https://ozpros.com/ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #OpportunityZones #ShortTermRentals #TaxStrategy #WealthBuilding #TaxSavings #PropertyInvestment #AirbnbInvesting #PassiveIncome #InvestmentTips Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠⁠ and⁠⁠⁠⁠⁠⁠⁠ YouTube⁠⁠⁠⁠⁠⁠⁠ Prideaway Stays ⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ Straightforward Short-Term Rentals ⁠⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠⁠ Attorney Rory Gill ⁠⁠⁠⁠⁠⁠⁠on LinkedIn⁠⁠⁠⁠⁠⁠⁠ Jason Muth on ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠⁠⁠⁠⁠⁠ Hospitality.FM⁠⁠⁠⁠⁠⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

In this episode of the Hospitality Hangout, recorded live at RLC's Influencer Alley, we sit down with Marc Torres, CEO of Cheba Hut Toasted Subs, one of the most unique and emerging brands shaking up the restaurant industry.From hospitality insights to funny food stories, Marc brings the heat with his unfiltered take on what makes a concept stand out in today's crowded food landscape. We cover everything from investment strategies and industry trends to how Cheba Hut builds a tech stack that actually enhances the guest experience — and why staying “hospitable” and a little offbeat is their not-so-secret weapon.This conversation connects the dots between bold ideas, operational strategy, and what it really takes to thrive in a competitive market. Whether you're a seasoned operator, investor, or just love a good toasted sub, this is one episode you don't want to miss. Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

What does it take to turn a small real estate side hustle into a global corporate housing empire? In this episode, we sit down with Ken and Gary Brown—founders of Furnished Quarters—to explore their incredible journey from NYC real estate investors to international leaders in corporate housing. With roots in their family's furniture business and a knack for strategic growth, the Brown brothers transformed a few furnished apartments in Manhattan into 1,000+ units worldwide. They break down how corporate housing fills a unique niche between hotels and Airbnb—offering professionals fully furnished apartments for 30 days or longer—and explain what truly sets their approach apart when it comes to design, guest experience, and client retention. From navigating post-COVID market shifts to scaling operations across continents, Ken and Gary share hard-earned insights that every entrepreneur in hospitality, real estate, or short-term rentals needs to hear. Whether you're new to the space or ready to scale, this episode is packed with lessons in adaptability, service, and smart growth. Things we discussed in this episode: Fully furnished apartments for 30+ day stays. Founded in the 1980s by brothers Gary and Ken Brown. Rooted in real estate and family furniture expertise. Serves corporate relocations, interns, and families in transition. COVID-19 reshaped demand for space and flexibility. Properties in business hubs and family-friendly neighborhoods. 24/7 high-touch customer service and quick issue resolution. Operates 1,000+ units across multiple countries. Neutral, locally-inspired interior design for broad appeal. Keys to scaling: great people, flexibility, and consistent service. Get in touch with Ken and Gary: Linkedin Ken - ⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/ken-brown-89555035/ Linkedin Gary - ⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/gary-brown-b324512/ Website - ⁠⁠⁠⁠⁠⁠https://www.furnishedquarters.com/meet-the-team #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #HospitalityTrends #BusinessTravel #PropertyManagement #FurnishedQuarters #RealEstateStrategy #TravelAccommodations #EntrepreneurialJourney Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠ and⁠⁠⁠⁠⁠⁠ YouTube⁠⁠⁠⁠⁠⁠ Prideaway Stays ⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠ Straightforward Short-Term Rentals ⁠⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠⁠ Attorney Rory Gill ⁠⁠⁠⁠⁠⁠on LinkedIn⁠⁠⁠⁠⁠⁠ Jason Muth on ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠⁠⁠⁠⁠ Hospitality.FM⁠⁠⁠⁠⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

Live from RLC's Influencer Alley, this episode of the Hospitality Hangout features Anthony Valletta, CEO and President of bartaco, the elevated street food concept redefining fun dining and guest connection.Anthony shares sharp hospitality insights and bold strategies behind bartaco's rise — from creating a seamless guest experience through a smart tech stack, to staying ahead of emerging trends in the restaurant industry. We dive into investment perspectives, brand storytelling, and what it means to build a concept that's both hospitable and scalable.Expect a few funny food stories, plenty of bold ideas, and the real talk operators crave about what's working now — and what's next.This episode is for anyone passionate about connecting players in the space, investing in restaurant innovation, and elevating every touchpoint in the dining journey. Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

Is it possible to earn $1.5M without owning real estate? Can Airbnb automation replace a 9–5? Can systems outwork people—without burnout?Adam Hager, co-founder of Airpreneur, has assisted over 350 clients in establishing profitable Airbnb businesses through his mentorship platform. His expertise lies in automation, systems thinking, and the Airbnb arbitrage model, which he used to rapidly scale his own portfolio from zero to 19 units within a year. This expansion generated over $150,000 in revenue with a 55% profit margin, all without owning any properties.Adam shares actionable insights on cracking open the “arbitrage” business model, where to find the best rental opportunities, how to automate guest experiences, and why AI is revolutionizing the short-term rental market. From building five-star hospitality systems to tapping into Airbnb's new “Experiences” platform for additional side income, Adam reveals how anyone can build freedom and security in today's shifting, tech-driven landscape.In this conversation, you'll learn:The insider playbook for Airbnb arbitrage—making $1,000 or more per property each month by leasing, not owning.Next-level automation and AI tools to skyrocket your passive income and guest reviewsHow to tap into the brand new Airbnb Experiences for repeat guests and extra referral revenue, before everyone else catches on.Proven frameworks and systems to scale from your first deal to 7-10 properties (or more).Takeaways:Rental arbitrage workAutomation and AI = ScaleCapitalize on new revenue with experiencesConnect with Adam Hager:Instagram: https://www.instagram.com/adam_airpreneur/Timestamps:00:00 – Demystifying Airbnb: You don't need a beachfront home to get started02:03 – The business model: Airbnb arbitrage and how to profit without ownership03:26 – What's hardest: Finding properties, guests, or managing the process?04:14 – Scaling up: Using AI and automation for listings, portals, and reviews07:16 – Is this business real estate or digital marketing?09:22 – The critical importance of five-star reviews and Superhost status13:14 – Maximizing income: Add-ons, upsells, and Airbnb Experiences17:43 – Building for scale: Automating, hiring, and leveraging training assets with AI20:02 – The future of work: Why skill-building and risk taking are essential in the AI era22:39 – Systematizing hospitality: Training, onboarding, and SOPs for repeatable success26:15 – Special listener offer: Free Cash Flow Quick Start Kit and clarity session_____________________________________________

What does it take to grow from managing one small rental to overseeing 40+ short-term properties in just seven years? In this episode, we sit down with Alex Steeg, a short-term rental entrepreneur who's built a thriving business across Boston's North Shore. His journey is nothing short of inspiring—from starting with a modest two-family property to managing a diverse and growing portfolio. Alex shares how his early career in residential advising unexpectedly prepared him for the world of property management. Alongside his wife Rachel, he began with traditional long-term rentals before discovering the game-changing potential of short-term stays—unlocking significantly higher cash flow and more flexibility. Today, Alex manages everything from cozy studios to expansive 22-acre estates, and he's in the middle of renovating a 10-unit inn in Ipswich. He dives into the strategies that helped him scale, the lessons learned along the way, and how intentional planning and adaptability have fueled his success. Whether you're just starting out or looking to grow your own STR business, this episode is packed with real-world insights and inspiration. Things we discussed in this episode: Alex Steeg's career transition from seminary and residential advising to short-term rental management The founding of Shoreway Management by Alex and his wife Rachel, growing to over 40 properties Their strategic approach to real estate investing, starting with a two-family property in 2018 The game-changing impact of short-term rentals on their cash flow and business growth Alex's recent purchase and renovation of the 10-unit Ipswich Inn, managing a complex commercial property renovation The importance of complementary skills in a spouse-run business, with Rachel handling operations and Alex focusing on client relations Their geographical focus on managing properties along Boston's North Shore, including towns like Marblehead, Salem, and Gloucester Being named a top-rated short-term rental management company by AirDNA The challenges and benefits of working together as a married couple in a business Their involvement with Smart Stay coaching and helping other aspiring real estate investors and short-term rental operators Get in touch with Alex: Facebook - ⁠⁠⁠⁠⁠https://www.facebook.com/alex.steeg86/ Instagram - ⁠⁠⁠⁠⁠https://www.instagram.com/alexsteeg/ Website - ⁠⁠⁠⁠⁠https://www.shorewaymgmt.com/ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #AirbnbManagement #EntrepreneurJourney #PropertyInvestment #BostonRealEstate #BusinessCouple #RentalManagement #SmartStayCoaching #RealEstateSuccess Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠ and⁠⁠⁠⁠⁠ YouTube⁠⁠⁠⁠⁠ Prideaway Stays ⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠ Straightforward Short-Term Rentals ⁠⁠⁠⁠⁠Website⁠⁠⁠⁠⁠ and on ⁠⁠⁠⁠⁠Instagram⁠⁠⁠⁠⁠ Attorney Rory Gill ⁠⁠⁠⁠⁠on LinkedIn⁠⁠⁠⁠⁠ Jason Muth on ⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠⁠⁠⁠ Hospitality.FM⁠⁠⁠⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

Send us a message!What happens when one of the world's most trusted hotel brands steps into the vacation rental space?In this episode, we're joined by Jane Gavin (Senior Director of Brand Marketing & Guest Experience) and Keven Wishard (Senior Director of Global & Continent Operations) from Homes & Villas by Marriott Bonvoy.With decades of hospitality experience between them, Jane and Keven take us inside Homes & Villas by Marriott Bonvoy's bold approach to short-term rentals. One built on consistency, elevated design, professional management, and the power of one of the largest loyalty programs in the world.If you've ever wondered how Homes & Villas selects properties, enforces its standards, or attracts millions of Bonvoy members to luxury homes, this conversation will give you a whole new understanding of what it means to raise the bar in vacation rentals.Key Topics Discussed:1️⃣ Homes & Villas' unique position at the intersection of hotels and vacation rentals2️⃣ How trust, consistency, and personalization drive guest satisfaction3️⃣ What Homes & Villas' brand standards really look like for property managers4️⃣ The power of Bonvoy's 200M+ members to drive bookings5️⃣ “Curated Collections” and how Homes & Villas highlights one-of-a-kind stays6️⃣ Why professional management is non-negotiable on the platform7️⃣ How Homes & Villas is helping raise the bar for the entire STR industryConnect with Jane:LinkedIn: https://www.linkedin.com/in/jane-gavin/ Connect with Keven:LinkedIn: https://www.linkedin.com/in/kevenwishard/ Go live with Homes & Villas by Marriott Bonvoy by August 4, 2025, and receive Marriott Bonvoy Platinum Status for one year, 36000 bonus points, and a marketing feature on a Homes & Villas marketing channel after you launch:https://partners.homes-and-villas.marriott.com/s/event-property-managers-contact-us?ev=AApod25Get a free Growth Hack Review and P&L Evaluation when you mention “Alex & Annie” during your discovery call with the Grand Welcome team:https://calendly.com/jessica-singer-grandwelcome/intro#VacationRentals #ShortTermRentals #HomesandVillasbyMarriottBonvoy, 

Want to turn your vacation rental into an unforgettable adventure that guests can't stop talking about? In this episode of the SmartStay Show, we sit down with Rachel DeSantis — the mastermind behind QR Clue, a groundbreaking in-home escape game that transforms ordinary short-term rentals into immersive, puzzle-filled experiences! Imagine your guests stepping into a thrilling story where they solve clever puzzles, uncover hidden clues, and win prizes — all through simple, strategically placed QR codes. Rachel shares how this innovative concept not only makes stays wildly fun but also skyrockets your five-star reviews and booking rates. With quick three-minute setups and fully customizable storylines, QR Clue offers a fresh, tech-savvy way to stand out in a crowded rental market and create lasting memories for your guests. If you're a host looking to boost your rental's appeal and provide an experience guests rave about, this episode is packed with insights you don't want to miss. Press play and discover how storytelling and technology can literally change the game for your short-term rental business! Things we discussed in this episode: Transforms vacation rentals into escape room-style adventures. Guests scan hidden QR codes to solve puzzles and follow a storyline. Takes 2–3 hours to complete; guests can pause and resume anytime. Setup takes just 3 minutes with a ready-to-go kit for cleaners. Hosts can promote it in listings to attract more bookings. Collects guest names and emails at game start. Leads to more five-star reviews and detailed feedback. Seasonal themes like Halloween and Christmas coming soon. Featured at VR Nation in April with a live demo. Designed to create unforgettable stays with minimal effort for hosts. Get in touch with Rachel: Facebook - ⁠⁠⁠⁠https://www.facebook.com/qrclue/ Instagram - ⁠⁠⁠⁠https://www.instagram.com/getqrclue/ Website - ⁠⁠⁠⁠https://www.qrclue.com/ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #QRClue #ShortTermRental #AirbnbExperience #TravelTech #HostTips #VacationRental #GuestExperience #EscapeRoom #HospitalityInnovation #STRMarketing Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠⁠⁠Website⁠⁠⁠⁠ and on ⁠⁠⁠⁠Instagram⁠⁠⁠⁠ and⁠⁠⁠⁠ YouTube⁠⁠⁠⁠ Prideaway Stays ⁠⁠⁠⁠Website⁠⁠⁠⁠ and on ⁠⁠⁠⁠Facebook⁠⁠⁠⁠ and ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ Straightforward Short-Term Rentals ⁠⁠⁠⁠Website⁠⁠⁠⁠ and on ⁠⁠⁠⁠Instagram⁠⁠⁠⁠ Attorney Rory Gill ⁠⁠⁠⁠on LinkedIn⁠⁠⁠⁠ Jason Muth on ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠⁠⁠ Hospitality.FM⁠⁠⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

Feeling “equity rich” but still cash strapped? You're not alone—and there's a smarter way to break free. In this eye-opening episode, We sit down with Certified Financial Planner Alan Franks to explore how real estate investors can unlock hidden capital, boost returns, and build lasting wealth. Alan shares powerful strategies for using tools like home equity lines of credit and securities-based lending to access cash without selling off valuable assets. He also sheds light on how the post-COVID real estate market has shifted—and how savvy investors are adapting. With clarity, humor, and real-world examples, Alan unpacks complex financial concepts and shows how to take advantage of tax-saving opportunities, diversify your portfolio, and rethink the way you use leverage. Whether you're managing multiple short-term rentals or just starting out, this episode will help you think bigger, plan smarter, and make your money work harder. It's the conversation every real estate investor needs—but probably never had. Ready to reimagine your investment strategy? Hit play and discover what's possible. Things we discussed in this episode: Use HELOCs to access cash for investment opportunities. Diversify across real estate and traditional assets. Borrow against securities to unlock investment capital. Leverage tax benefits like bonus depreciation and RE pro status. Adapt to STR shifts post-COVID in supply and demand. Prioritize appreciation, even with low initial cash flow. Use credit lines to scale real estate portfolios. Plan for high rates and increased competition. Factor opportunity cost into investment decisions. Balance investments across real estate, retirement, and taxable accounts. Get in touch with Alan: LinkedIn - ⁠⁠⁠https://www.linkedin.com/in/alanfranks/ Instagram - ⁠⁠⁠https://www.instagram.com/frankly_financial/ Website - ⁠⁠⁠https://www.empowered-money.com/ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #WealthBuilding #FinancialPlanning #ShortTermRentals #InvestmentStrategy #PassiveIncome #RealEstateWealth #FinancialFreedom #PropertyInvestment #TaxAdvantages Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠⁠Website⁠⁠⁠ and on ⁠⁠⁠Instagram⁠⁠⁠ and⁠⁠⁠ YouTube⁠⁠⁠ Prideaway Stays ⁠⁠⁠Website⁠⁠⁠ and on ⁠⁠⁠Facebook⁠⁠⁠ and ⁠⁠⁠LinkedIn⁠⁠⁠ Straightforward Short-Term Rentals ⁠⁠⁠Website⁠⁠⁠ and on ⁠⁠⁠Instagram⁠⁠⁠ Attorney Rory Gill ⁠⁠⁠on LinkedIn⁠⁠⁠ Jason Muth on ⁠⁠⁠LinkedIn⁠⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠⁠ Hospitality.FM⁠⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

Do you see your podcast guests as people or just content providers? If it's the latter, you are missing a big opportunity! In this episode, Paul Granger shares how your perspective on guests shapes the quality of your conversations. Learn how to engage guests with authenticity, create meaningful dialogue, and make every guest feel valued. Get ready to elevate the success of every interview on your podcast!MORE FROM THIS EPISODE: HTTPS://PODMATCH.COM/EP/332Chapters00:00 The Value of Guests in Podcasting02:56 Understanding Guest Engagement05:51 Creating Authentic Conversations08:45 Seeing Beyond Labels12:09 Honoring Guests and Their StoriesTakeawaysGuests are not things to be used, but people with stories.How you see your guest shapes the conversation.Engagement should go beyond just content generation.Authenticity in conversation leads to deeper connections.Hosts should facilitate rather than dominate the dialogue.Seeing guests as individuals enhances the podcast experience.Avoid relying solely on stock questions during interviews.Creating a comfortable space encourages guest openness.Recognizing the value of each guest enriches the podcast.Hosts have a responsibility to serve their guests. MORE FROM THIS EPISODE: HTTPS://PODMATCH.COM/EP/332

What happens when a frustrated Airbnb host builds a tool to solve his own problem—and ends up launching one of the most influential platforms in short-term rentals? In this episode, we sit down with Pierre-Camille Hamana, CEO and founder of Hospitable, to explore his surprising journey from law school dropout to tech entrepreneur. What began as a simple solution to automate guest messaging for his own rental has grown into a powerhouse property management platform supporting tens of thousands of listings across the globe. Pierre shares the real story behind Hospitable's evolution—from a basic tool for solo hosts to a full-fledged system tackling everything from platform integration to direct bookings. We dive into the complexities of building software for hosts, the future of short-term rental automation, and why simplicity is the key to scaling. Whether you're a seasoned host, a budding entrepreneur, or just fascinated by startup journeys, this episode is packed with insight, inspiration, and behind-the-scenes moments from a founder who's quietly reshaping the future of hospitality tech. Things we discussed in this episode: Founder's Origin: Pierre Hamana began by renting out a room on Airbnb and built Hospitable to automate his own guest messaging. Early Focus: Designed for small hosts managing fewer than 7 properties. Direct Bookings: Built-in booking engine with ID checks, rental agreements, and deposit handling. OTA Integrations: Navigated complex relationships with platforms like Airbnb and Booking.com. Community Input: Product roadmap shaped by user forums and direct feedback. Support Culture: Globally distributed team known for fast, friendly help—often using memes. Vision: Exploring marketplace tools and STR property investments. Small Host Challenges: Tackled issues like payment processing and lack of support from traditional vendors. Platform Growth: Evolved from a messaging tool to an all-in-one host solution. Tech Democratization: Making powerful tools accessible to individual hosts and self-managers. Get in touch with Pierre: Facebook - ⁠https://www.facebook.com/20AD6664F78B17B8FED5⁠ LinkedIn - ⁠⁠⁠⁠https://www.linkedin.com/in/pchamana/⁠ Instagram - ⁠⁠⁠⁠https://www.instagram.com/pchamana/⁠ Website - ⁠⁠⁠⁠https://smartbnb.io/⁠ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #ShortTermRentals #AirbnbTips #HostTech #PropertyManagement #TravelTech #EntrepreneurStory #DirectBookings #HostLife #HospitableSoftware #STRInnovation Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠⁠⁠Website⁠⁠⁠⁠ and on ⁠⁠⁠⁠Instagram⁠⁠⁠⁠ and⁠⁠⁠⁠ YouTube⁠⁠⁠⁠ Prideaway Stays ⁠⁠⁠⁠Website⁠⁠⁠⁠ and on ⁠⁠⁠⁠Facebook⁠⁠⁠⁠ and ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ Straightforward Short-Term Rentals ⁠⁠⁠⁠Website⁠⁠⁠⁠ and on ⁠⁠⁠⁠Instagram⁠⁠⁠⁠ Attorney Rory Gill ⁠⁠⁠⁠on LinkedIn⁠⁠⁠⁠ Jason Muth on ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠⁠⁠ Hospitality.FM⁠⁠⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

www.beautyschoolbobbi.com www.beautyandstylenetwork.com   Follow Beauty and Style Network: @beautystylenet Follow Beauty School Bobbi: @beautyschoolbobbi Follow Blushington: @blushington   In this episode of the Beauty School Bobby podcast, host Bobbi Powell interviews Natasha Cornstein, CEO of Blushington, a beauty service destination offering makeup applications, blowouts, and skincare services. Natasha discusses the evolution of Blushington, the importance of guest experience, and the company's franchising opportunities. She emphasizes the significance of training and hiring practices, the hybrid skills needed in beauty services, and the personal connections made with clients. Natasha also shares her non-traditional career path and encourages aspiring beauty professionals to embrace new opportunities.   Takeaways Blushington offers a unique blend of beauty services under one roof. The company is expanding through franchising, aiming for 130 franchises in five years. Guest experience is designed to be warm and welcoming, akin to a 'warm hug'. Training at Blushington is comprehensive, catering to both new and experienced artists. Artists are encouraged to develop hybrid skills in both makeup and hairstyling. The beauty industry is resilient and offers numerous opportunities for professionals. Franchise owners should possess a growth mindset and strong people skills. Personal connections with clients are crucial in the beauty industry. It's never too late to start a new career path or venture. Continuous learning and adaptation are key to success in the beauty field.   Chapters 00:00 Introduction to Blushington and Natasha Cornstein 01:12 The Evolution of Blushington 03:11 Franchising Opportunities and Business Model 05:58 Guest Experience at Blushington 09:25 Training and Hiring Practices 10:49 Hybrid Skills in Beauty Services 12:45 The Importance of Skincare in Beauty 13:33 Building Relationships with Clients 15:33 Qualities of a Successful Franchise Owner 19:51 Franchisee Success Stories 21:21 Targeting College Markets 22:40 Natasha's Non-Traditional Career Path 28:55 Understanding the Beauty Industry 36:55 Encouragement for Aspiring Professionals 38:55 Connecting with Blushington

What Happens When Your Airbnb Becomes a Disaster? Join us as we sit down with Andy Gurczak, a seasoned public adjuster and new short-term rental owner, to explore the often-overlooked world of insurance claims for vacation rentals. In this eye-opening episode, Andy reveals insider tips on protecting your property and why your standard homeowner's insurance policy might not have your back when you're hosting on platforms like Airbnb. From how one plumber's report can make or break a claim, to the vital importance of documenting everything—from receipts to photos—Andy shares his expert advice. Drawing on his personal experience as a new short-term rental owner, Andy also talks about the real challenges of setting up and managing a rental property. Plus, he provides his direct contact info for listeners seeking tailored insurance advice, making this episode an invaluable resource for anyone serious about safeguarding their investment. Whether you're a seasoned host or just starting out, this episode offers practical wisdom on navigating the complexities of insurance and avoiding potential pitfalls in the vacation rental world. Don't miss it! Things we discussed in this episode: Why you need specialized insurance for short-term rentals like Airbnb How public adjusters fight for your claim and maximize payouts The importance of documenting everything—photos, receipts, inventory Hidden gaps in standard homeowner's policies for rental properties Real challenges of setting up and managing a new short-term rental Why loss of income coverage is a must for vacation rental owners How to simplify property management and enhance guest experience Key policy details and exclusions every host should know Building referral networks with insurance pros and mitigation teams Get in touch with Andy: LinkedIn - ⁠⁠https://www.linkedin.com/in/andy-gurczak-528b9b64/ Facebook - ⁠⁠https://www.facebook.com/Andy.Gurczak Website - ⁠⁠https://allcityadjusting.com/ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #ShortTermRentals #AirbnbInsurance #PropertyInvestment #InsuranceClaims #RentalPropertyTips #PublicAdjuster #VacationRentalOwners #PropertyProtection #STRBusiness Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠Website⁠⁠ and on ⁠⁠Instagram⁠⁠ and⁠⁠ YouTube⁠⁠ Prideaway Stays ⁠⁠Website⁠⁠ and on ⁠⁠Facebook⁠⁠ and ⁠⁠LinkedIn⁠⁠ Straightforward Short-Term Rentals ⁠⁠Website⁠⁠ and on ⁠⁠Instagram⁠⁠ Attorney Rory Gill ⁠⁠on LinkedIn⁠⁠ Jason Muth on ⁠⁠LinkedIn⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠ Hospitality.FM⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

In today's high-volatility world, many investors feel stuck—paralyzed by rising interest rates, geopolitical tension, and inflation. But in this powerful episode of The Investor Impact, Vinney Chopra brings the clarity and confidence that accredited investors need right now. From arriving in America with just $7 to building a $1 billion real estate portfolio, Vinney's story is proof that uncertain times can unlock massive opportunities—if you know where to look.   Vinney pulls back the curtain on the very strategies he's using with his investor partners in 2025:  

Did you know your short-term rental could be a powerful tax-saving machine? In this episode, We sit down with Sean Graham—CPA, real estate investor, and cost segregation expert—to uncover how vacation rental owners can legally slash their tax bills using smart depreciation strategies. From bonus depreciation and the short-term rental loophole to material participation rules, Sean breaks down complex tax concepts in a way that actually makes sense (yes, really!). You'll learn how the IRS actually encourages real estate investors to succeed—and how a simple cost segregation study could save you thousands. Whether you're a high-income earner or just getting started in the rental game, this episode is packed with actionable insights to help you keep more money in your pocket and reinvest with confidence. Grab a pen. Take notes. This could change the way you invest. Things we discussed in this episode: Cost Segregation: Accelerates depreciation by breaking property into components with 5-, 7-, or 15-year lifespans instead of the standard 27.5 or 39 years. Bonus Depreciation: Allows large first-year write-offs for property improvements; phasing down to 40% in 2025. Short-Term Rental Loophole: Treats short-term rentals as active businesses, enabling high earners to offset W-2 income with depreciation. Material Participation: To claim active status, owners must spend 100+ hours and more time than anyone else on the property. Real Estate Professional Status (REPS): Requires 750+ hours annually in real estate to treat rental losses as active and offset other income. Tax Deferral: Investors can defer taxes by reinvesting gains and passing properties through inheritance with a step-up in basis. IRS Incentives: The IRS offers generous depreciation and tax breaks to encourage real estate investment. Cost Segregation Process: Engineering studies allocate costs to shorter-life components for faster depreciation. Co-Hosting Impacts: Using third-party managers can affect an owner's ability to meet material participation rules. Eligible Properties: Cost segregation works best for high-value short-term and long-term rentals with substantial improvements. Get in touch with Sean: Facebook - https://www.facebook.com/people/Maven-Cost-Segregation-Tax-Advisors/61570153671981/ LinkedIn - ⁠⁠https://www.linkedin.com/company/mavencostseg/ Instagram - ⁠⁠https://www.instagram.com/mavencostseg/ Website - ⁠⁠https://mavencostseg.com/ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #ShortTermRentals #TaxStrategy #CostSegregation #BonusDepreciation #TaxSavings #RentalProperty #InvestmentTips #PassiveIncome #RealEstateWealth Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠⁠Website⁠⁠ and on ⁠⁠Instagram⁠⁠ and⁠⁠ YouTube⁠⁠ Prideaway Stays ⁠⁠Website⁠⁠ and on ⁠⁠Facebook⁠⁠ and ⁠⁠LinkedIn⁠⁠ Straightforward Short-Term Rentals ⁠⁠Website⁠⁠ and on ⁠⁠Instagram⁠⁠ Attorney Rory Gill ⁠⁠on LinkedIn⁠⁠ Jason Muth on ⁠⁠LinkedIn⁠⁠ Hospitality.FM SmartStay Show is part of⁠⁠ Hospitality.FM⁠⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

Apply to work with me: https://www.michaelxcampion.com/Founded in 2015 by Bastien Le Coz and Gabriella Zavatti, Palatino Hospitality is a global leader in luxury hospitality, serving some of the world's finest hotels — from Four Seasons, to One & Only, to Bulgari.But this episode isn't just about building Palatino Hospitality and their recent merger with La Bottega. It's about what happens when your life partner also becomes your co-founder.When every creative idea, late-night pitch deck, and long-haul flight is shared with the same person you're raising a family with.From the outside, Bastien Le Coz and Gabriella Zavatti might look like just another power couple.But once you sit with them — as I did for this episode — you'll hear the story behind the brand.We go deep into:- What it takes to scale without losing your relationship- The secret power of co-preneurship (and where it can break you)- Why creativity is the ultimate business strategy- How to sell without selling — by staying radically authentic- The quiet rituals that build lasting hospitality brandsThis one's for anyone building something — a brand, a business, or a life — and wondering if it's possible to do it all without burning out or selling out.I hope this conversation moves you as much as it moved me.And if it did, leave a comment below and let us know what resonated.Connect with me: https://www.linkedin.com/in/michaelxcampion/Connect with Gabriella on IG: @gabriellazavConnect with Bastien on IG: @BastienlecozFollow Palatino on IG: @palatinohospitalityWebsite: https://www.palatinogroup.com/ Palatino in the news: Merger with La Bottegahttps://www.unstageetapres.fr/(00:00) Preview and Intro(03:20) Blending Family, Work, and Travel  (07:05) The Importance of Presence in Work and Life  (10:02) Helping Clients (and Themselves) Disconnect  (13:08) Complementary Strengths & Co-Leadership  (16:23) Scaling the Business Without Losing the Soul  (22:13) Creativity as a Strategic Advantage  (26:23) Launching Before You're Ready  (30:21) The Sustainability Pivot & Market Timing  (33:49) Turning Clients Into Catalysts for Growth  (36:35) Learning from Failure Without Worshipping It  (39:36) What's Next for Palatino(40:03) Designing Travel for Transformation  (46:00) Storytelling, Rituals, and the Future of Luxury Hospitality  (49:50) Personalization vs. Standardization in Guest Experience  (52:31) Living the Brand: Family, Travel, and Hospitality  (56:31) Leadership Principles: Empathy, Kindness, and Excellence  (01:02:21) Building a Purpose-Driven Business  (01:08:23) Lessons from Family, Mentors, and the Next Generation(01:07:00) The 5:1 Rule: Building a Culture of Positive Feedback  (01:08:23) Top Business Lessons from Experience  (01:10:03) Wisdom from Family: Gratitude and Quiet Strength  (01:13:55) Teaching Courage and Creativity to the Next Generation  (01:17:00) Final Reflections: Empathy, Mentorship & Social Impact

Send us a message!Alex & Annie bring you behind the scenes at VRNation 2025 to explore direct booking strategies, industry growth, tech innovation, and the evolving role of associations in vacation rentals.Recorded live in Austin, Texas, this special bonus episode captures real-time insights from the conference floor. Alex & Annie had on-the-spot conversations with some of the industry's most influential voices and rising innovators to unpack the real story behind what's shaping the vacation rental space today.In true Alex & Annie fashion, they also asked some of the conference participants one powerful question: “In one word, what's the biggest problem in vacation rentals?” The answers reveal a lot about where the industry stands and where it's headed.Featuring interviews with:Heidie Henriksen – Executive Director of VRNationOrlie Benjamin – Founder of LasohDylan Bozarth – General Manager of 30A EscapesTera Lorimer – Founder of Luxury Getaways and VRNation Board MemberHeather Van Wie – Founder of Cottages on the Key and VRNation Board MemberNicholas Wegener & Roy Collins – Founders of SendSquaredAnne Gardner – Executive Director at VRMAWhether you were at VRNation or following the buzz afterward, this episode captures the energy and insight straight from Austin.Mention "Alex & Annie" when you sign up with Boom to get 50% off your onboarding fee and 1 month FREE: ⁠⁠⁠https://www.boomnow.com/⁠⁠ Get $50 credit and $0 onboarding fee when you sign up for Beyond, the leading dynamic pricing tool for vacation rentals: http://beyondpricing.info/alexandannie #vacationrentals #Shorttermrentals #VRNation2025

Are you ready to find your next cash-flowing short-term rental property — and actually know it's a winner before you buy? In this episode, We sit down with John Bianchi, the self-proclaimed "Airbnb Data Guy," who's helped uncover over 200 profitable STR properties. John pulls back the curtain on how to spot the best markets, why understanding local regulations is critical, and how effective marketing can make or break your rental's success. You'll learn John's two-step method for market selection, dive into real-world property analysis (including a live review of Jason and Rory's property in Laconia, New Hampshire), and get practical tips like the "20% rule" and how to maximize your property's potential with strategic photography. Whether you're investing your first dollar or expanding your growing portfolio, John's data-driven insights and no-nonsense advice will give you the edge to make smarter, more profitable decisions. Get ready for a deep-dive that's packed with actionable strategies you can use right now! Things we discussed in this episode: John Bianchi's two-step method for picking STR markets: check regulations and apply the 20% rule (annual revenue = 20% of purchase price). Why professional photography and marketing are key to standing out — especially when showcasing unique amenities and outdoor spaces. A deep dive into Jason and Rory's Laconia, NH property: challenges with cash flow and market fit. The risks of buying in areas without clear STR regulations. How STRs offer cash flow, equity growth, and major tax benefits. Why you can't fully trust AirDNA's rentalizer tool — and how to do better comp analysis manually. John's story: from building STR Search to helping identify 200+ profitable properties. How waterfront locations and standout features boost income. Diversifying investments: blending STRs with other vehicles. The deeper "why" behind STR investing: creating freedom and generational wealth. Get in touch with John: LinkedIn - ⁠https://www.linkedin.com/in/john-bianchi/ Instagram - ⁠https://www.instagram.com/theairbnbdataguy/ Website - ⁠https://strsearch.com/ #SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #ShortTermRentals #STRInvesting #AirbnbDataGuy #ShortTermRental #RealEstateInvestment #PropertyInvesting #PassiveIncome #RentalMarkets #InvestmentStrategy #RealEstateData #STRTips Follow Us! Join Jason Muth of Prideaway Stays and Straightforward Short-Term Rentals and Real Estate Attorney / Broker Rory Gill for the first episode of SmartStay Show! Following and subscribing to SmartStay Show not only ensures that you'll get instant updates whenever we release a new episode, but it also helps us reach more people who could benefit from the valuable content that we provide. SmartStay Show ⁠Website⁠ and on ⁠Instagram⁠ and⁠ YouTube⁠ Prideaway Stays ⁠Website⁠ and on ⁠Facebook⁠ and ⁠LinkedIn⁠ Straightforward Short-Term Rentals ⁠Website⁠ and on ⁠Instagram⁠ Attorney Rory Gill ⁠on LinkedIn⁠ Jason Muth on ⁠LinkedIn⁠ Hospitality.FM SmartStay Show is part of⁠ Hospitality.FM⁠, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

It's one thing to grow a restaurant group. It's another to grow one that thrives across categories, cities, and economies. David Morton has done exactly that—without taking on debt, overextending his team, or compromising his values. As co-founder of Episcope Restaurants, David has engineered a scalable system that pairs creative vision with financial discipline. In this episode, we break down his approach to market selection, capital efficiency, weekly P&Ls, and the real difference between restaurants that survive and those that lead. If you want a playbook for building a restaurant business that lasts, this is it.Takeaways:Profitability is the key problem for restaurant owners.David Morton aims to make a difference in the restaurant industry.The restaurant industry lacks leadership and standards for excellence.A conservative approach to business modeling can lead to success.Mistakes are part of the learning process in the restaurant business.The future of dining is influenced by social needs post-COVID.Managing balance sheets is as important as P&L statements.Openness to change is crucial for restaurant success.The restaurant industry must adapt to rising development costs.____________________________________________________________Full Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars