Podcasts about guest experience

What does it actually take to build a retreat center from scratch? The land, the structures, the permits, the parking, the storage, the vision - and the marriage that has to survive all of it? In this episode, Shannon sits down with her husband Nathan Jamail - world-renowned leadership and sales keynote speaker, and co-owner of Retreat Ranch - to pull back the curtain on the real journey of building one of Texas Hill Country's most unique retreat destinations. This is not a highlight reel. This is the honest, practical, sometimes hard-won story of what it takes to go from a dream to a fully operating retreat center.  And this episode is especially meaningful because it's releasing on the five-year anniversary of opening Retreat Ranch's doors for the very first retreat - hosted by Kim DeMoss with Project Mindful Movement. Five years later, what started as a vision has grown into a thriving retreat destination that has welcomed countless guests, retreat leaders, and transformational experiences. Retreat Ranch is a 46-acre, nature-forward glamping retreat and event space in the Texas Hill Country, sleeping up to 32 guests, featuring horses, goats, hens, a sauna, dipping pools, aerial yoga, and a heart-centered team that lives and breathes hospitality. But it didn't start that way - and this episode is all about the road to get here. In this episode: Why you must start with the long-term vision before you break ground on anything The "not sexy" things that will make or break your retreat center - storage, parking, infrastructure Why building too small for your vision is one of the most expensive mistakes you can make How to take a big vision and execute it in strategic, bite-sized phases What it's really like to build a business with your spouse - the wins, the hard conversations, and the non-negotiables The business decisions behind Retreat Ranch that every aspiring retreat center owner needs to hear What Nathan - a global leadership expert - learned about building a team and a culture at the ranch If you've ever dreamed of owning a retreat center, or if you're already in the process of building one, this episode will save you time, money, and a lot of headaches.   Learn about Retreat Ranch: https://theretreatranch.com/ Learn about Nathan: https://nathanjamail.com/ Learn about Project Mindful Movement: https://projectmindfulmovement.com   The Retreat Leaders Podcast Resources and Links: Learn to Host Retreats Join our private Facebook Group Get your legal docs for retreats Join our LinkedIn Group Apply to be a guest on our show Grab the AI + SEO Mini Course   Thanks for tuning into the Retreat Leaders Podcast. Remember to subscribe for more insightful episodes, and visit our website for additional resources. Let's create a vibrant retreat community together!   Subscribe:  Apple Podcast | Google Podcast | Spotify --------- TIMESTAMPS Building a Retreat Venue (00:01:54) Shannon and Nathan introduce the episode's topic: the journey, successes, and mistakes of building their retreat venue, Retreat Ranch. Choosing Texas Over California (00:03:12) They discuss the initial plan to build in California and the logistical and business reasons that led them to Texas instead. Finding and Developing Raw Land (00:04:37) The story of finding the 46-acre property, which was undeveloped with no roads, water, or power, and their intentional clearing process. The Importance of Infrastructure (00:10:02) Discussion on the necessity of planning for infrastructure like plumbing and electricity, and the "Shannon pipe" for future expansion. Mistake: Not Planning Big Enough (00:11:25) They share their biggest mistake: not planning for their maximum capacity from the start, leading to spaces like the dining hall being too small. Elevating the Guest Experience (00:13:45) The importance of details, like high-quality robes and linens, to create an elevated, "bougie" experience for guests. Knowing Your Niche (00:17:08) They emphasize building the venue for a specific audience (retreats) rather than trying to cater to everyone, which ensures high standards. Starting Small and Evolving (00:19:07) How the ranch started with minimal accommodations and has grown over five years, adding more features and bathrooms along the way. Marketing to a Specific Audience (00:23:04) The strategy of marketing exclusively to retreats, which has led to being booked a year or more in advance. Planning for Future Growth (00:27:16) Discussing their annual business planning, including adding an office, podcast studio, and expanding the horse barn to keep the venue fresh. The Vision for a Multi-Use Space (00:30:01) Plans for a future indoor/outdoor multi-use space to serve as a backup for bad weather and for corporate meetings. Vision vs. Execution (00:31:43) Shannon's role as the visionary and Nathan's role in execution, using the evolution of the pool area as an example. Key Advice for Venue Builders (00:35:15) Advice for aspiring venue owners: plan for non-sexy things like storage and parking, and understand what a retreat group needs. What Makes Retreat Ranch Unique (00:38:39) They discuss their key differentiators, including free-ranging horses, exceptional attention to detail, and a high-serving team. The Power of a Great Team (00:42:56) A special shout-out to their on-site manager, Josh, and the entire team for creating a loving and supportive environment. Final Thoughts and Encouragement (00:45:01) Reflecting on their seven-year journey and encouraging others interested in the booming retreat industry to pursue their vision.

Send us a message!In this episode, we are joined by Paul Wohlford and Amanda Szubert of Call Center Solutions to talk about staffing, guest services, AI, and the growing need for reliable support in vacation rental operations.Paul and Amanda share how Call Center Solutions grew out of a real hospitality staffing challenge and how their nearshore team in Montego Bay, Jamaica now supports vacation rental and hotel companies with reservations, outbound calls, after-hours support, back-office work, and more.The conversation also explores why human connection still plays such an important role in hospitality, even as AI becomes a bigger part of guest communication. Paul and Amanda break down how operators can use technology to support their teams while still creating the kind of guest experience that builds trust, drives bookings, and keeps people coming back.We discuss:05:59 - How Call Center Solutions got its start in the hospitality space05:59 - Why staffing continues to be a challenge for reservation and guest service teams12:00 - How nearshore support can help operators improve consistency and coverage10:20 - The role of redundancy during storms, outages, and operational disruptions14:40 - Where AI fits into guest communication and agent support16:01 - Why human connection still matters in vacation rental hospitality13:20 - The importance of training, knowledge bases, and quality assurance44:41 - How support teams can help identify gaps in the booking experience28:21 - What operators should consider when outsourcing guest servicesConnect with CCS:Website Link: https://www.ccssuccess.com/LinkedIn Link: https://www.linkedin.com/company/my-call-center-solutions/Facebook Link: https://www.facebook.com/ccssuccessInstagram Link: https://www.instagram.com/call.center.solutions/Connect with Paul:Email: paulw@ccssuccess.comConnect with Amanda:LinkedIn: https://www.linkedin.com/in/amanda-szubert-8b26a033/ ✨ Exclusive Offer to Alex & Annie Listeners: Improve efficiency and customer engagement with Call Center Solutions.Get all setup and implementation fees waived when you let them know you heard about CCS from Alex & Annie.

Guest BioYvonne Halling is a hospitality business coach, consultant, and founder of Bed and Breakfast Coach, where she helps independent accommodation owners transform the way they run and grow their businesses. After spending 17 years operating her own bed and breakfast in France's Champagne region, Yvonne evolved what began as a modest side venture into a highly profitable operation generating over €100,000 annually from just four rooms—without relying on online travel agencies.Today, she works with hospitality entrepreneurs around the world through her B&B Money Maker Business Transformation Program, guiding them to increase revenue, reduce dependency on third-party platforms, and create more freedom in their day-to-day operations. Her clients regularly see significant growth while simplifying their workload and strengthening direct relationships with their guests.Yvonne is a multi-award-winning hospitality professional known for her practical, results-driven approach. She is passionate about restoring independence to small business owners, helping them reclaim control of their bookings, and positioning their properties as vital hubs within their local communities. Through her work, she empowers hosts to embrace modern tools while staying rooted in authentic, human-centered hospitality.Show SummaryIn this episode of the Big World Made Small Adventure Travel Podcast, host Jason Elkins speaks with Yvonne about her evolution from running a small bed and breakfast in France to becoming a global coach for independent hospitality entrepreneurs. She shares how she transformed her own property into a high-performing business without relying on online travel agencies, proving that small operations can thrive with the right strategy.The conversation dives into the growing reliance on platforms like Airbnb and Booking.com, and how that dependence can erode both profit margins and brand identity. Yvonne explains why direct bookings are essential for long-term sustainability and how business owners can regain control of their customer relationships.She also emphasizes the importance of authentic connection in hospitality, showing how personalized guest experiences and strong ties to the local community can set independent businesses apart. This episode offers practical insights for hosts who want to build a more profitable, meaningful, and self-directed business. Learn more about the Big World Made Small Podcast and join our private community to get episode updates, special access to our guests, and exclusive adventure travel offers on our website.

Andy Povey is joined by Lawrence Roots to explore the growing importance of the UK Theme Park Awards and why they matter to operators across the visitor attraction industry. Lawrence shares how the awards recognise excellence across parks of all sizes, combine expert judging with public voting, and help raise standards across the sector. They also talk about the emerging trends in the UK theme park industry, the value of consistency and creativity, and practical advice for operators looking to create award-winning guest experiences. Topics Discussed The origins and evolution of the UK Theme Park Awards How public voting and expert judging combine to decide winners Why awards matter for marketing, recognition and team motivation The role of creativity, consistency and guest experience in judging New award categories, including Rising Star and Outstanding Achievement Trends shaping the UK theme park industry in 2026 Major upcoming projects and investments across UK parks Why smaller operators can compete alongside major brands The importance of understanding audience needs Practical ways attractions can improve experiences without large budgets Why investing in people is as important as investing in attraction   Show references:    Lawrence Roots, Founder of UK Theme Park Awards https://www.ukthemeparkawards.com/ https://www.linkedin.com/showcase/ukthemeparkawards/ https://www.linkedin.com/in/lawrence-roots/ Nominations for the UK Theme Park Awards 2026 are now open. Register to make nominations and vote in the UK Theme Park Awards. https://www.ukthemeparkawards.com/register   Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your guest host is Andy Povey. If you like what you hear, you can subscribe on Apple Podcasts, 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. Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop' — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth. Download your FREE copy here

Philipp Knuepfer spent 21 years mastering luxury hospitality at one of the world's most iconic hotel groups.General Manager in Boston. Area Vice President across Singapore, Taiwan, Vietnam, and the Philippines. A career built on white-glove service, five-star standards, and the kind of brand loyalty that takes decades to earn.Then he walked away from all of it.Not because it wasn't working. But because he could see where hospitality was going  and it wasn't where most hotel groups were headed.The traveler has changed. The expectations have changed. And the old formula marble lobbies, chandelier entrances, scripted service, brand prestige  is quietly losing its grip on a new generation of guests who want something the traditional luxury hotel was never designed to give them.Connection. Community. A reason to stay that has nothing to do with the bed.What Philipp discovered after two decades at the top of global hospitality is this: when you turn off the light, every hotel room is the same. The room was never the product. It was always everything around it.That insight is what led him to Sunset Hospitality Group, a 360° lifestyle company that started with beach clubs and restaurants and is now one of the most aggressive hotel brands on the planet  as Chief Operating Officer of Sunset Hotels & Resorts.Now he's building something from scratch. A global hotel brand called Met. Thirty to forty properties over the next three to five years. Europe, Asia, the Americas. A model where guests don't just sleep in a hotel, they become part of a local community, a membership club, a wellness ecosystem, a living, breathing lifestyle experience that owns the full 24-hour cycle.This conversation goes deep on the future of luxury hospitality, what modern travelers are really searching for, how AI fits into the human side of service, and what it takes to leave a 21-year career behind and bet on a vision.One of the most energizing and forward-thinking conversations I have had on this show.I hope it moves you.Apply to work with me: https://www.michaelxcampion.com/ Connect with me: https://www.linkedin.com/in/michaelxcampion/Guest - Philipp Knuepfer: https://www.linkedin.com/in/philipp-knuepfer-mba-22437014Philipp Knuepfer is the Chief Operating Officer of Sunset Hotels & Resorts, part of Sunset Hospitality Group  a global lifestyle hospitality company operating across hotels, dining, daylife, nightlife, gaming, and membership clubs in over 28 countries. With more than 20 years of experience in luxury hospitality, including senior leadership roles at Mandarin Oriental Hotel Group across Asia, the US, and the Middle East, Philipp now leads the global rollout of the Met Hotel brand. He holds a hotel management degree from the International School for Hotel Business in Germany and an MBA from RMIT University in Melbourne, Australia.(00:00) Every Hotel Room is the Same(01:19) What Modern Luxury Guests Actually Want (04:42) Why Sunset Hospitality Is Betting Big on Hotels (07:59) Where Met Hotel Is Expanding Globally (10:30) The Wellness & Longevity Shift in Travel (17:12) Designing Spaces for Community & Connection (26:04) AI in Hospitality Where It Helps & Where It Stops (32:53) How Philipp Manages a Global COO Role (37:33) Why He Left Mandarin Oriental for Sunset (47:09) Owning the Full 24-Hour Guest Experience

Send us Fan MailHello, passionate cruisers! This is Paul and this week on The Joy of Cruising Podcast; I am delighted to welcome Jason Gelineau. Jason is the answer to a The Joy of Cruising Podcast trivia question, as he is the dad of a previous guest, the lovely violinist and cruise ship performer and Grammy winner, Emily Gelineau, my guest for Ep 199 but I certainly don't mean to trivialize Jason's appearance. In my view, Jason transcends cruising similar to certain other guests I have hosted like travel and hospitality icons Scott Eddy Ep 29, and Sarah Dandashy Ep 130; or individuals who transcend the history of consumer cruising like Joe Farcus, the designer of Carnival's fleet from inception through 2011 Ep 30; Richard Fain, Chairman, Royal Caribbean Group Ep 215, Lisa Lutoff-Perlo, former CEO, Celebrity Cruises Ep 81, and finally, featured through his daughter, the late Everett Philips, the father of modern cruise ship Food & Beverage Ep 57.  Jason Gelineau is a highly regarded luxury cruise industry expert with more than 30 years of experience across shipboard operations, shoreside leadership, and global cruise brand development. Throughout his career, Jason has worked with some of the world's most prestigious cruise brands, including Silversea Cruises, Seabourn, Oceania Cruises, and the World of Residensea. He previously served as Head of Product for Explora Journeys, where he led the development of the onboard guest experience for MSC Group's luxury lifestyle cruise brand, shaping its hospitality concept, service philosophy, and experiential vision from inception to launch. Based in Western Australia, Jason is the founder of JAG Hospitality, a specialist cruise and hospitality consultancy, and currently serves as a Seatrade Cruise Ambassador for Guest Experience and Wellness. A frequent speaker and moderator at international cruise forums, he is widely recognized for his insight into luxury cruising, evolving guest expectations, and the future of high-end experiences at sea.Do you have a dream car? Support the showSupport thejoyofcruisingpodcast https://www.buzzsprout.com/2113608/supporters/newSupport Me https://www.buymeacoffee.com/drpaulthContact Me https://www.thejoyofcruising.net/contact-me.htmlBook Cruises http://www.thejoyofvacation.com/US Orders (coupon code joyofcruisingpodcast)The Joy of Cruising https://bit.ly/TheJoyOfCruisingCruising Interrupted https://bit.ly/CruisingInterruptedThe Joy of Cruising Again https://bit.ly/TheJoyOfCruisingAgainIntl Orders via Amazon

Send us a message!In this episode, we welcome back Mike Flaskey, President and Chief Operating Officer of Marriott Vacations Worldwide.Mike shares what brought him back to the industry, what his new role looks like, and how Marriott Vacations Worldwide is approaching loyalty, customer experience, owner engagement, and long-term value.The conversation looks at the timeshare and vacation club model through a hospitality lens, including how major brands build trust, keep owners engaged, and create value beyond the initial sale or stay.Alex, Annie, and Mike also explore what short-term rental operators can learn from Marriott Vacations Worldwide, especially when it comes to consistency, brand standards, guest experience, and creating reasons for people to stay connected over time.Episode Chapters:02:32 - Why Mike returned to the industry and joined Marriott Vacations Worldwide10:06 - How Marriott Vacations Worldwide thinks about loyalty11:02 - The role of Marriott Bonvoy in brand affinity and direct bookings18:53 - What vacation rental operators can learn from timeshare19:30 - How brand standards help build guest trust28:20 - Why lifetime value matters in the customer journey29:00 - Viewing vacation ownership as a subscription business31:09 - Using experiences to strengthen loyalty and engagement40:11 - How Marriott Vacations Worldwide is using AI in sales training41:41 - How AI is changing digital search and hospitality marketing47:52 - Why prepaid vacations create resilience51:43 - What is ahead for Marriott Vacations WorldwideConnect with Mike:LinkedIn: https://www.linkedin.com/in/mike-flaskey-13496094 Instagram: https://www.instagram.com/thevacationdr/reels/ Connect with Marriott Vacations Worldwide:Marriott Vacation Club: https://www.instagram.com/marriottvacationclub/ Westin Vacation Club: https://www.instagram.com/westinvacationclub/ Sheraton Vacation Club: https://www.instagram.com/sheratonvacationclub/ ✨ Exclusive Offer to Alex & Annie Listeners:Automate your short-term rental operations with Hospitable.Start a 14-day free trial and get 25% off your bill for the first 6 months.

Africa Melane speaks to Lethabo Lee Ntshudisane on the rise in Airbnb-related theft, unpacking the risks for hosts, the realities guests should be aware of, and what practical steps can be taken to make short-term rental experiences safer for everyone involved. Early Breakfast with Africa Melane is 702’s and CapeTalk’s early morning talk show. Experienced broadcaster Africa Melane brings you the early morning news, sports, business, and interviews politicians and analysts to help make sense of the world. He also enjoys chatting to guests in the lifestyle sphere and the Arts. All the interviews are podcasted for you to catch-up and listen. Thank you for listening to this podcast from Early Breakfast with Africa Melane For more about the show click https://buff.ly/XHry7eQ and find all the catch-up podcasts here https://buff.ly/XJ10LBU Listen live on weekdays between 04:00 and 06:00 (SA Time) to the Early Breakfast with Africa Melane broadcast on 702 https://buff.ly/gk3y0Kj and CapeTalk https://buff.ly/NnFM3N Subscribe to the 702 and CapeTalk daily and weekly newsletters https://buff.ly/v5mfetc Follow us on social media: 702 on Facebook: https://www.facebook.com/TalkRadio702 702 on TikTok: https://www.tiktok.com/@talkradio702 702 on Instagram: https://www.instagram.com/talkradio702/ 702 on X: https://x.com/Radio702 702 on YouTube: https://www.youtube.com/@radio702 CapeTalk on Facebook: https://www.facebook.com/CapeTalk CapeTalk on TikTok: https://www.tiktok.com/@capetalk CapeTalk on Instagram: https://www.instagram.com/ CapeTalk on X: https://x.com/CapeTalk CapeTalk on YouTube: https://www.youtube.com/@CapeTalk567 See omnystudio.com/listener for privacy information.

Andy Povey is joined by Andy Zimmerman, CEO of Journey, the global design and innovation agency behind some of the world's most innovative immersive experiences. Andy shares how Journey blends storytelling, technology, and multidisciplinary creativity to transform everything from theme parks and observation decks to healthcare and live entertainment. They discuss the shift from digital to real-world experiences, the importance of designing every touchpoint in the guest journey, and why the most memorable moments often happen before the main event even begins.   Topics Discussed How Journey creates world-class immersive experiences across multiple industries Why storytelling is the foundation of every successful project Designing experiences beyond entertainment, including healthcare and hospitality The transformation of the Empire State Building visitor experience Lessons from Disney's MagicBand and pre-arrival guest engagement The growing demand for real-life, technology-enabled experiences How Journey combines diverse creative disciplines under one roof The future of immersive experiences and opportunities with influencer-led attractions Why every part of the guest journey, including queues, matters The shift from the experience economy to the transformation economy   Show references: Andy Zimmerman, CEO of Journey https://journey.world/ https://www.linkedin.com/company/journeydotworld/ https://www.linkedin.com/in/andrewzimmerman1/   Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey. If you like what you hear, you can subscribe on Apple Podcasts, 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. Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop' — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth. Download your FREE copy here

Why do guests leave after one drink, even when the cocktail was good?That is usually not a drink problem.Your bar may be telling them to leave before anyone says a word.In this episode, I break down the hidden signals that kill second-round orders: empty glasses, dead room energy, awkward server check-ins, messy tables, flat lighting, bad music shifts, and staff behaviour that makes the night feel over.Because the decision to order another drink usually happens before the guest asks for one.I'll show you why the five minutes before and after an empty glass matter, how guests decide whether to stay or go, and what your team can do to keep the experience moving without being pushy.If your guests keep leaving after one round, this episode will make you look at your bar differently.Sometimes the problem is not the drink.It is the signal your room is sending.

Andy Povey is joined by Debs Griffin, Director of Sundown Adventureland, to explore a family-run theme park shaped by three generations of women. The conversation covers its growth into a leading destination for young families, alongside insights on expansion, operations, and maintaining a clear focus on imaginative play for children under 10.   Topics Discussed Origins and growth of Sundown Adventureland Three generations of female leadership Expansion into rides, play areas, and accommodation Challenges in staffing and operations Importance of hands-on leadership Focus on under 10s and free play experiences Balancing growth while maintaining family values   Show references: Debs Griffin, Director of Sundown Adventureland https://sundownadventureland.co.uk/ https://www.linkedin.com/company/sundown-adventureland/ https://www.linkedin.com/in/debora-griffin-924161120/   Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey. If you like what you hear, you can subscribe on Apple Podcasts, 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. Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop' — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth. Download your FREE copy here

There's a version of Disneyland we all know, built on story, immersion, and magic.But what if that's not the full picture?This week, we're joined by Roland Betancourt to unpack the central argument of his new book, Disneyland and the Rise of Automation. He argues that Disneyland isn't just a storytelling engine. It is a highly sophisticated system of industrial automation carefully disguised as fantasy.From the influence of factory design to the mechanics behind attractions like the Haunted Mansion, we dig into what happens when you strip away the narrative and look at the park as a machine. Are rides really just camouflaged assembly lines? Are guests part of the system? And where does story actually fit if everything is built around efficiency and flow?This isn't a typical author interview. We dig into the ideas, ask questions, and explore where this perspective fits within the way we think about Imagineering.Whether you agree with the thesis or not, this conversation will change the way you see the parks.Disneyland and the Rise of Automation releases April 28.Don't forget to check us out on Instagram!

How much money is your dirty bathroom costing you?Most bar owners think guests only care about drinks, service, and prices.They don't.Guests walk into one filthy bathroom, and suddenly your whole bar feels dirty, sloppy, and untrustworthy.In this episode, we break down why bathroom conditions have a bigger impact on guest trust, repeat business, and sales than most operators want to admit.You'll learn a simple 5-point bathroom audit that helps you catch the problems that kill perception fast, from bad smells and missing supplies to dirty surfaces, full trash, and details that make guests question everything else behind the scenes.If you run a bar, manage a team, or oversee hospitality operations, this episode will help you fix one of the dumbest ways to lose customers and build a cleaner, tighter, more trusted business.

We talk a lot about engaging our customers and spend time, money, and effort to try to capture their attention in a crowded market. With so many things competing for their attention, what can a coffee shop do to keep their customers excited and loyal? Today on Shift Break we will be talking about ways that you can keep your customers excited and engaged without losing sleep or your identity in the process!    KEYS TO THE SHOP®  1:1 CONSULTING AND COACHING If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com OR... book a free call now  https://calendly.com/chrisdeferio/30min    Related Episodes:    591: The Problem w/ Focusing On The Numbers vs The Guest Experience   525: Encore: Focusing on What is Essential w/ Greg McKeown SHIFT BREAK: Focusing on the Whole, Not the Part   Thank you to out sponsors!   Everything you need for back of the house operations https://rattleware.qualitybystainless.com/   The best and most revered espresso machines on the planet: www.lamarzoccousa.com        

In this episode of the Hospitable Hosts podcast, we talk with Pierce Hattie from KeyNest to explore innovative key management solutions for short-term rentals. We discuss how KeyNest's network of secure key points and new integrations with Hospitable streamline operations, enhance security, and improve guest experiences across Australia, as well as globally.Timestamps:0:00 - Introduction2:09 - Understanding KeyNest's operations and customer base4:02 - KeyNest vs lockboxes8:25 - How KeyNest works in Australia9:33 - KeyNest integration with Hospitable11:20 - Guest Experience with KeyNest13:25 - Reducing operational load17:51 - Trends in key management and check-in processes20:57 - KeyNest's future plans

Send us a message!We're kicking off a new special series, First of the Month Wrangle, in partnership with Lasoh, where we'll dig into the strategies, systems, and blind spots shaping one of the most important and often misunderstood areas of vacation rentals: marketing.Throughout the series, Alex & Annie will be joined by Orlie Benjamin, Founder and CEO of Lasoh, a vacation rental marketing platform built to help operators drive more direct bookings and increase profit through deeper relationships with every guest.Together, they explore what it really takes to build stronger guest relationships, improve direct booking performance, and think more strategically about marketing in vacation rentals.In this first episode, Orlie shares the thinking behind Lasoh and the problem she believes the industry still has not solved. While many of the core systems in vacation rentals are designed to manage properties, pricing, and distribution, far fewer are built to help operators understand guests, strengthen relationships, and market in a way that creates long-term value.The conversation looks at what happens when hospitality gets overshadowed by operations, why guest data matters far beyond the initial booking, and why marketing deserves a bigger role in growth strategy.Episode Chapters:01:56 - Why Orlie Benjamin built Lasoh for vacation rental marketing04:19 - What's missing from most vacation rental PMS platforms07:58 - Vacation rental tech vs. hotel tech: where the gaps still exist09:47 - Asset management vs. guest experience in hospitality11:01 - Why hospitality gets harder to scale in vacation rentals13:42 - Why revenue management and marketing should work together16:33 - The real levers of growth: customers, spend, and repeat stays21:03 - How Lasoh helps operators capture guest data and personalize marketing25:46 - Guest-first marketing vs. inventory-first marketingThis episode sets the tone for the series ahead and offers a valuable perspective for anyone looking to build a more thoughtful, guest-centered marketing strategy.✨ Exclusive offer for Alex & Annie listeners ✨Enjoy 20% off a monthly or annual subscription to Lasoh's Guest Portal or House Manual when you use code: AlexandAnnie.Access the offer here: https://explore.lasoh.io/alex-annie Valid through May 31, 2026.Learn more about Lasoh:Website: https://tinyurl.com/52nvyw8tLinkedIn: https://www.linkedin.com/company/lasoh/ Facebook: https://www.facebook.com/people/Lasohio/61575721958679/ Instagram: https://www.instagram.com/lasoh.ioConnect with Orlie:LinkedIn: https://www.linkedin.com/in/orliebenjamin/ Facebook: https://www.facebook.com/profile.php?id=61585160391720 Instagram: https://www.instagram.com/lasoh.io/#vacationrentals #vacationrentalmarketing #directbookings

In this episode of The Hospitality Hangout, we dive deep into the incredible story of Pinky Cole, Founder and CEO of Slutty Vegan, and her journey in the hospitality industry. Learn how Pinky, a dynamic restaurant CEO, built a $100M hospitality business, experienced a major setback, and then successfully rebuilt smarter with Slutty Vegan 2.0. Pinky shares critical hospitality insider insights on why experience can matter more than the food itself, the challenges and opportunities she faced during rapid franchising growth, and strategies for sustainable restaurant growth. As a leader in hospitality leadership, she also discusses how she's leveraging media appearances like Real Housewives of Atlanta to fuel brand awareness and hospitality business expansion. Tune in for invaluable lessons on franchising, brand resilience, and innovation in the hospitality industry. Whether you're a restaurant operator, hospitality executive, or emerging founder, this episode offers inspiration and practical advice to help you thrive in the competitive restaurant industry podcast space. Episode Credits:Sponsored by: DirecTVProduced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: GrodMediawww.thehospitalityhangout.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Step into Episode 205 of On The Delo as Delo sits down with Mat Snapp and Cortnie of Barter & Shake, the team behind some of Arizona's most immersive cocktail concepts, to unpack what it really takes to build hospitality spaces people want to come back to. From Mat's years helping open dozens of restaurants with Sam Fox concepts to Cortnie's path through Starbucks, Nespresso, San Francisco bar leadership, and eventually Phoenix, this conversation dives into the operator mindset behind culture, guest experience, and long-term team retention. The episode explores how Barter & Shake grew from one building with three concepts to multiple locations and brands, why they lead with people-first operations, and how they think about guest immersion as a form of escape in an always-on world. Mat and Cortnie also break down the real art of bartending beyond drink-making, including safe service, internal communication, non-alcoholic hospitality, and why making every guest feel included matters just as much as what goes in the glass.​You'll also hear the story behind spaces like Sunny's Lounge and Undertow, what makes their concepts different in a changing market, the importance of giving people a place to unplug, and what's next for the group as Undertow celebrates 10 years and new projects take shape in downtown Phoenix. If you care about hospitality, leadership, culture, cocktails, or creating memorable guest experiences, this episode is packed with insight you can actually use.​Chapter Guide (Timestamps):​(0:00 - 2:43) Intro, Name Stories, and Welcoming Mat and Cortnie​(2:44 - 5:58) Origin Stories: Sam Fox, Starbucks, Nespresso, San Francisco, and Phoenix​(5:59 - 8:08) Leadership Chemistry, Partnership, and Building Alignment at Barter & Shake​(8:09 - 11:48) Growth Since 2021, Post-COVID Shifts, and Why Low Attrition Matters​(11:49 - 16:02) Guest Experience, Immersion, and the “Magic Trick” Behind Their Concepts​(16:03 - 19:40) Non-Alcoholic Cocktails as an Act of Hospitality​(19:41 - 23:52) Lessons from Restaurant Growth, Accessibility, and Why Sunny's Hits Right Now​(23:53 - 28:34) The Art of Bartending, Safe Service, and Training Teams to Read the Room​(28:35 - 31:48) Concept Breakdowns: Sunny's, Undertow, Platform 18, and Grey Hen​(31:49 - 35:40) Daily Non-Negotiables, Balance, and How They Reset as Leaders​(35:41 - 38:43) What's Next: Undertow's 10-Year Celebration and Pablo's in Downtown Phoenix​(38:44 - 43:40) Rapid Fire, Leadership Philosophy, and Episode Close​

In this episode of The Hospitality Hangout, Jon Skogmo, Founder and CEO of LOST iN, shares his visionary approach to redefining travel media and hospitality content. Dive into how LOST iN is revolutionizing hospitality media by targeting younger, experience-driven audiences who crave authentic, local city exploration beyond traditional tourist guides. Explore the shifting travel behaviors in the post-COVID world and why authentic storytelling is paramount for hospitality brands aiming to capture real engagement. Jon unpacks strategies hospitality executives and restaurant operators can leverage by using content creators and first-party data to strengthen brand connection and growth. Beyond travel and hospitality trends, Jon reflects on his early digital media journey, sharing lessons that now shape his forward-thinking approach to hospitality leadership and media community building. Listeners will also gain insider insights on airline loyalty programs, luxury travel perks, and emerging cultural trends influencing where and how people travel next. This episode is a must-listen for anyone in the hospitality industry eager to stay informed on content strategies, hospitality leadership, and the evolving landscape of the hospitality industry podcast realm. Episode Credits:Sponsored by: DirecTVProduced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: GrodMediawww.thehospitalityhangout.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

主播：Meimei（中国）+ Maelle（法国） 音乐：This Will Be (An Everlasting Love)最近，主播Maelle去印度参加了一场婚礼！这场孟加拉邦婚礼（Bengali wedding）让她大开眼界——不同国家的婚礼文化到底有多不同？今天，我们就来聊一聊婚礼那些事儿！01. Wedding Duration 婚礼要办几天？印度婚礼，尤其是孟加拉邦婚礼，通常是为数多日的活动（multi-day events）。主播Maelle这次参加了四个活动（events）：Mehendi & Alburobhat（指甲花仪式）、Sanggot（一种婚前仪式）、Haldi Ceremony（姜黄仪式）和Hindu Wedding Ceremony（印度教婚礼仪式）。在美国，婚礼通常只有一天，从证婚仪式（ceremony）到宴会（reception），大概5-6小时。偶尔会有第二天的早午餐，但不常见。在法国，it is similar to America。婚礼通常是一整天，有时第二天会有早午餐（brunch）。在中国，有些婚礼也是两天，通常包括正式的宴会和第二天的早午餐或敬茶仪式。02. Outfits & Colors 婚礼穿什么？在印度，主播Maelle作为宾客（guest）竟然换了四套不同的礼服！新娘（bride）在每个活动中也会换不同的服装（wears different outfits at each event）。在婚礼仪式上，新娘穿的是红色，这个和传统的中国婚礼服饰是一致的。在美国，新娘主纱通常是白色。宾客通常不会穿抢眼的颜色，尤其是白色。在法国婚礼上，要确保只有新娘穿白色（only the bride wears white）。美国婚礼通常会和宾客明确好着装要求（dress code）：（1）Formal 正式版：Black tie optional（黑色领结搭配正装），但因为是可选的（optional），所以不强制。男士一般是西装（suits）或者燕尾服（tuxedo），女士穿长款礼服（gown）。（2）Casual 随意版：鸡尾酒会着装（Cocktail attire），介于正式和休闲之间。男士穿西装或衬衣，也可以打领带，女士穿颜色更丰富的裙子。如果新娘有特别希望宾客穿的颜色，也会把相应的色系提前告诉对方。新娘换装数量也有差异：（1）美国新娘：1-2套礼服（主纱+宴会裙）。除了主纱以外一般是在reception（宴会）上穿一套不同款式的裙子。（2）法国新娘：通常一套，有时晚上换第二套。（3）中国新娘：2-4套（红色传统礼服+白色婚纱+敬茶礼服）。03. Ceremony & Rituals 仪式流程大不同印度婚礼仪式大约3-4小时，包含多个仪式（multiple rituals）。宾客不需要全程在场（stay the whole time），可以去吃饭，只有直系亲属会全程陪伴（mostly immediate family stays）。美国婚礼仪式通常只有半小时到一小时，几乎所有宾客都参加。法国婚礼，宾客也会全程参加。有时出于预算原因（budget reasons），大型婚礼中只有部分宾客受邀参加教堂仪式（church ceremony），仪式1-2小时，之后是long dinner party。中国婚礼，正式宴会是重头戏，通常有10-12道菜，上百位宾客。In Chinese weddings, guests usually enjoy the banquet (单纯享受宴会), give toasts (敬酒), and watch performances (看其他人的表演), 有的时候会有唱歌和跳舞。不过很多宾客don't actively participate in (不会主动表演) the rituals as much as in India. 宾客的角色是见证、祝福和营造热闹气氛，而不会主动参与每一个传统仪式（celebrating together during the meal rather than in the ceremonial acts themselves）。04. Meal Timing & Guest Experience 什么时候吃饭？印度婚礼：用餐时间通常围绕仪式安排，not necessarily with the bride and groom（不一定和新郎新娘一起）。中国婚礼：宴会是重头戏，所有宾客一起用餐。美国婚礼：晚餐通常是reception的一部分，有时是自助餐性质（buffet style），一般会请餐饮公司（catering）来服务。法国婚礼：everyone usually eats after the ceremony, 有正式菜品（formal courses）和致辞（speeches）。05. Reflections & Takeaways 总结与感悟主播Maelle在印度婚礼中最惊讶的是：宾客穿着亮眼的传统服装，有些女性甚至穿着自己的婚礼纱丽！而在法国，大家会非常小心不要比新娘更耀眼（not to outshine the bride）。主播Meimei在美国婚礼中最惊讶的是：中国婚礼通常很正式（formal），有严格的座位安排（strict seating order）和致辞，而美国婚礼更加随意（casual）。在不同文化中参加婚礼，让人深刻感受到：庆祝、家庭和爱是共通的，但我们表达的方式是独特的（celebration, family, and love are universal, but the ways we express them are unique）。欢迎在评论区留言：Which wedding left you in awe？你参加过最特别的婚礼是哪一种？

From Marine Aviator to Podcast Studio Owner: Rich Cardona on Unfilter, Podcasting for Business, and Client Acquisition Tyler and Chris Kellum host the Whiskey Wisdom Podcast at Unfilter in Wilmington with owner Rich Cardona, a retired Marine helicopter pilot who left Amazon, explored entrepreneurship, and built a podcasting and video business that evolved from remote work into a physical studio designed to make guests “just show up.” Chris shares tasting notes on E.H. Taylor Barrel Proof. Rich discusses enlisting then becoming an officer, early retirement after being grounded from flying due to a seizure, and the challenges of transitioning from military SOPs to civilian leadership. He credits Gary Vaynerchuk as a catalyst for starting interviews and highlights podcasting's value for relationship-building and content output, but emphasizes realistic expectations and avoiding “podcasting by proxy.” Rich explains positioning podcasts for revenue by interviewing target decision-makers, cites a logistics client closing three deals after six interviews, shares quitting alcohol after a hangover before an interview, and describes Unfilter's modular set design, rentals, and ideal client fit. 00:00 Welcome and Guest Intro 00:24 Rich Cardona Backstory 01:28 Unfilter Studio Vibe 02:17 Whiskey Bottle Breakdown 03:25 Early Marine Retirement 05:16 Enlisted to Officer Mindset 07:10 Amazon Exit and Civilian Shift 10:52 Gary V Sparked Podcasting 14:47 Podcasting for Business Growth 18:01 Client Acquisition Podcast Strategy 23:28 Guest Experience and Prep Work 27:07 Co Host Dynamic and Olympics Tangent 30:29 Skating Like Gymnastics 30:50 Hangover Podcast Wakeup 34:40 Quitting Alcohol After 36:09 Drunk Podcast Lessons 37:37 Mocktails And Hop Water 39:06 Building A Modular Studio 43:16 Peerspace Documentary Booking 44:33 Should You Start Podcasting 48:18 Podcast Value For Business 52:26 Teleprompter As A Tool 53:56 Fixing A Stale Show 57:26 Success Family And Freedom 59:17 Advice Focus And Deep Work 01:01:18 Studio Rentals And Clients 01:02:44 Wrap Up And Photos

Andrew Katz, Chief Marketing Officer at Athletic Brewing Company, joins The Hospitality Hangout to share his expertise on the booming non-alcoholic beer market and its impact on the hospitality industry. Discover how Athletic Brewing has grown into a leading brand by reshaping drinking culture and innovating within the beverage segment. Katz dives into brand growth strategies, evolving consumer preferences around wellness and socializing, and the important role of hospitality partnerships in scaling a modern beverage brand. This episode offers valuable hospitality insider insights for restaurant operators, hospitality executives, and anyone interested in hospitality leadership and restaurant growth strategies. Tune in to learn how industry trends are shaping the future of alcohol alternatives in the restaurant and hospitality business. Episode Credits:Sponsored by: DirecTVProduced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: GrodMediawww.thehospitalityhangout.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Join Jen and Frank as they delve into the rich history and timeless, nostalgic magic of Disney with returning guest Barry Jacobson. From lifeguard stories at the Polynesian to insights on creating immersive guest experiences, Barry shares his lifelong passion and expertise in transforming customer and employee engagement. barryjacobsonconsulting.com to learn more about Barry! 00:00 - Introduction and Guest Introduction 02:59 - Barry's Early Days at Disney 05:43 - Lifeguard Training and Experiences 08:54 -Memorable Stories from the Polynesian Resort 11:58 - Theming and Guest Experience at the Polynesian 14:36 - Character Interactions and Special Events 17:58 - Nostalgia and the Balance of IPs 20:49 - Debunking Myths and Personal Memories 34:21 - Meeting Icons: Personal Stories with Celebrities 38:03 - Leadership Lessons from Disney's Greats 41:13 - Creating Complete Experiences at Disney 47:45 - The Magic of Attention to Detail 53:19 - Nostalgia and the Disney Experience 01:00:27 -The Journey of Storytelling and Legacy 01:07:54 - Outro Video If you love deep-dive Disney conversations, LIKE this video and SUBSCRIBE so you never miss a Theme Park Thursday! *** Learn more about our Dillo's Discord Universe here: / dillos-discord-150502505 ***

In this episode of The Hospitality Hangout, we welcome Aris Yeager, better known as the European Kid, to discuss his viral food comedy journey and insights into the hospitality industry. Aris shares how a college joke transformed into a viral persona captivating millions across social media, blending humor with commentary on American dining etiquette and culture. Dive into the hospitality business side of creator culture as Aris explains launching Storytime, a platform forging partnerships between restaurants and creators. This episode offers insider insights on restaurant growth strategies, tipping culture, influencer marketing, and emerging hospitality trends. We also explore differences between European and American food culture, viral restaurant skits, and the evolving role of creators in hospitality leadership and brand collaboration. Whether you're a restaurant operator or hospitality executive, this conversation is packed with valuable perspectives on the intersection of social media and the restaurant industry. Join us for a wide-ranging discussion that combines humor with savvy hospitality insider insights, perfect for anyone interested in the restaurant industry podcast and hospitality media landscape. Episode Credits:Sponsored by: DirecTVProduced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: GrodMediawww.thehospitalityhangout.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What if the most powerful Marvel moment was not a ride at all?This week, Stephen takes us inside The Infinity Stone Ritual, a Marvel merchantainment experience where guests step into Wong's secret archive, witness the return of the Infinity Stones, and may even be chosen as a new guardian of the universe. Joined by the Queen of Disneyland, Kim Millspaugh (@disney.sme), we explore how story, interactivity, and collectible moments come together to create an experience that is as repeatable as it is magical.Plus, we play a brand-new game, Marvel Letter Flip, where we take classic Marvel movie titles and twist them one letter at a time to create hilariously alternate universes.From hidden rituals to one-of-a-kind merchandise, this episode is a deep dive into what makes Disney themed entertainment endlessly inventive and why sometimes the story is the souvenir.Don't forget to check us out on Instagram!

In this episode of The Hospitality Hangout, Noah Chaimberg, Hot Sauce Expert and Founder of Heatonist, shares his unique insights on transforming hot sauce from a niche condiment into a dynamic cultural phenomenon within the hospitality business. Noah discusses how his approach to hospitality brand building blends retail and media, emphasizing the power of storytelling to drive restaurant growth strategies. He highlights the importance of collaborations, heat levels, and community engagement as pillars of success in the hospitality industry. Listeners will gain valuable hospitality insider insights on scaling a category-defining business while maintaining authenticity to the spice culture and hospitality leadership principles. Whether you're a hospitality executive, restaurant operator, or hospitality industry professional, this episode offers inspiring lessons on growing brands and innovating in the restaurant industry. Episode Credits:Sponsored by: DirecTVProduced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: GrodMediawww.thehospitalityhangout.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Your dashboard tells you what happened.It doesn't tell you why.If revenue is slipping, labor is climbing, or regulars are quietly disappearing, your KPIs are showing symptoms, not causes.In this episode, we break down The Human Audit, a simple 15-minute monthly system for bar owners to reduce staff turnover, improve guest experience, and protect profit by asking five direct questions.You'll learn:Why KPIs are lagging indicatorsThe five questions to ask your team every monthHow to spot turnover risk earlyHow to catch guest experience leaks before they cost youHow to fix culture issues before they hit your numbersIf something feels off in your bar, this is how you figure out why.

What if your short-term rental could outperform the entire market it's in, before your first guest even checks in?In this episode, I sit down with Heather Martini and Emily King, of Data Led Designs, to talk about what it really takes to build a profitable short-term rental in today's competitive landscape. Heather brings her business intelligence background and Airbnb Superhost experience, while Emily blends luxury marketing expertise with hands-on hosting success. Together, they're helping investors make smarter, data-driven decisions.We unpack how to choose the right market, how to select amenities that actually produce ROI, and how to design a guest experience that commands higher nightly rates and better reviews.Emily also shares the real numbers behind her Cary, North Carolina STR—and they are wildly impressive.Find It Quickly:00:30 - Meet Heather and Emily01:52 - Heather's Journey and the Birth of Data Led Designs03:54 - Emily's Background and Role in Data Led Designs05:14 - The Importance of Guest Experience in Short-Term Rentals05:58 - Market Insight Reports: Customization and Client Collaboration10:00 - Maximizing Investment in Short-Term Rentals11:42 - Amenity Strategy: Quick Wins vs. Premium Positioning20:01 - Navigating Established vs. Up-and-Coming Markets23:38 - Navigating Local Regulations for Short-Term Rentals24:56 - Handling Uninvestable Areas26:22 - Market Insight Report for Cary, North Carolina27:54 - Renovation and Amenity Strategy32:19 - Guest Experience and Hospitality38:32 - Impressive Occupancy and Revenue NumbersMentioned in this EpisodeCohosting with Ali: brandandmarket.co/cohosting-servicesConnect with Data Led DesignsWebsite: dataleddesigns.comReports: dataleddesigns.com/airbnb-market-research | Use the code "brandandmarket10" for 10% off any report.Instagram: instagram.com/dataleddesigns_strInstagram: instagram.com/bramble.cary

In this episode of Skip the Queue, Andy Povey is joined by Ray Hole of Ray Hole Architects for a wide-ranging and thought-provoking conversation about strategy, storytelling and the true economics of experience design. Key Topics Discussed The “Camelot” collaboration model in attraction development Experience economy vs. pure economics Primacy and recency effects in guest psychology Designing the departure experience Turning operational cost into experiential value Storytelling through architecture Instagrammable design and generational behaviour Empathy in ticketing and security Integrating accommodation into attraction strategy Converting capex into revenue-generating experiences   Show References:   Ray Hole, Managing Director of Ray Hole Architects https://www.rayhole-architects.com/ https://www.linkedin.com/in/ray-hole-a6b7396/   Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey.   Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop' — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth. Download your FREE copy here

Mike Kurtz, Founder of Mike's Hot Honey, shares invaluable hospitality insider insights on building a successful hospitality business from the ground up. Discover how strategic restaurant partnerships and collaborations fueled the rapid growth of Mike's Hot Honey, making it one of the fastest-growing food brands nationwide. Mike dives deep into hospitality trends shaping brand expansion from restaurant menus to grocery store shelves through effective CPG strategies. Listeners will learn key restaurant growth strategies and what it takes to stay authentic amid intensifying competition. Mike also discusses menu innovation, flavor experimentation, and how hospitality executives and restaurant operators can create lasting brand trust while scaling their businesses without losing their unique identity. Tune in for a wealth of knowledge from a hospitality industry leader that offers practical advice for anyone involved in the restaurant industry podcast landscape, hospitality media, or looking to elevate their hospitality leadership skills. Episode Credits:Sponsored by: DirecTVProduced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: GrodMediawww.thehospitalityhangout.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Send us a message!In this episode, Alex & Annie sit down with Krista Goodrich and Kymberlee Nguyen, the duo behind Salty Dog Vacations, to talk about what it really takes to build a vacation rental company that guests remember and a team that is proud to be part of it.They share how Salty Dog grew from early investing decisions in Daytona Beach into a full-scale operation, and how their approach to branding goes beyond design choices. It shows up in the details, the guest experience, and the way they protect their people.The conversation also expands into Krista's work in local advocacy and zoning, their broader mission to help more women build wealth through real estate, and how their community has grown through retreats and education.Episode Chapters:08:20 – How local rules, zoning, and community involvement shape what it takes to operate responsibly15:07 – Building a brand guests remember: personality, pet-friendly touches, and guest joy19:37 – Krista's “Boss Lady Investor” work, and why real estate education needs to feel accessible25:00 – How retreats and community experiences can become part of a bigger platform, not just a side project33:32 – What it looks like to build a company culture where your team feels protected and respected35:44 – The moment they fired an owner, and why that decision mattered for the business long term40:25 – Why consistency matters more than “cute ideas,” especially once you are scalingIf you're trying to build a stronger guest experience and a business that holds up as you grow, this one's worth a listen.Connect with Kym & Krista:LinkedIn: https://www.linkedin.com/in/krista-goodrich-2823198/ Podcast: https://www.thebossladyinvestor.com/ Website: https://mysaltydogvacation.com/ ✨ Exclusive Offer to Alex & Annie Listeners:Streamline your short-term rental operations with Hostfully.Mention the Alex & Annie Podcast when you sign up and get free onboarding ($1000 value).

Danielle Parra, Chief Brand Officer of McAlister's Deli, joins the Hospitality Hangout to share her expert insights on building and scaling a renowned hospitality brand. With over 500 locations and a billion-dollar presence in the hospitality industry, McAlister's continues to lead with innovative strategies in fast casual dining. From pioneering data-driven loyalty programs to creative menu innovations like pickle-powered limited-time offers, Danielle reveals how guest-centered hospitality drives sustainable restaurant growth. This episode also explores catering strategies, beverage and mocktail trends, franchisee economics, and how authentic hospitality leadership remains a key factor in success. Tune in for insider hospitality trends, restaurant growth strategies, and much more! Episode Credits:Sponsored by: DirecTVProduced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: GrodMediawww.thehospitalityhangout.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Why are guests leaving earlier than you think they should?Your pricing's solid, the drinks are good, the team's doing their job and still, tabs are closing after two rounds.Most operators assume it's a marketing issue or a menu problem, but a lot of the time it's the room itself working against you.Lighting that's too bright, music that's just a little too loud, or a space that's slightly uncomfortable can quietly shave minutes off dwell time.In this episode, we break down how to measure those invisible factors and make simple adjustments that actually show up in your sales.If you think your bar is “fine” but your numbers say otherwise, this episode is for you.

⭐ This is a featured encore of one of our most downloaded STR Investing episodes. Originally released on June 6th 2024, this episode continues to inspire investors to think bigger and execute smarter.In this episode of the STR Investing Podcast, co-host Taylor Jones welcomes Tyann Marcink, the "Queen of Guest Experience," to share how she transformed a $55,000 drug house into a $1.5 million short-term rental success story.Tyann walks through: • How she identified hidden potential others overlooked • The renovation strategy that unlocked massive value • The guest experience upgrades that drive revenue • Lessons learned from turning a distressed property into a high-performing assetThis episode proves that creative vision, execution, and guest-focused design can completely change the trajectory of a deal.If you're serious about scaling your short-term rental portfolio, this is one to study.__Episode Sponsored By:STR SearchSTR Search is the industry leading property finder service. They've helped investors acquire over 215 profitable STRs across the US. If you'd like the data professionals to help you find your next STR, reach out to STRsearch.com

In this episode of Skip the Queue, Andy Povey is joined by Mark Lofthouse, Creative Director and Business & Client Strategy Manager at RWS Global, a global entertainment company delivering experiences across attractions, live events and destination design.Mark shares his journey into the attractions industry, from starting out in haunted attractions as a teenager to leading creative strategy on IP-led experiences around the world. Andy and Mark talks about how brands and attractions can create meaningful emotional connections, why guest-first design is critical to commercial success, and how IP partnerships can help venues reach new audiences when done thoughtfully. The conversation also looks ahead to the future of immersive experiences, personalisation, and what regional and family attractions can learn from projects that are thriving today.Key Topics Discussed:Emotional connection as the core of great attractionsHow IP and brands can attract new audiencesWhy guest-first design matters more than visualsWhat makes IP partnerships succeed or failLessons for regional and family attractionsThe future of immersive and personalised experiences Show References: Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey Mark Lofthouse, Senior Manager, Business & Client Strategy at RWS Globalhttps://www.rwsglobal.com/https://www.linkedin.com/in/markloftcd/ Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey. Credits:Written by Emily Burrows (Plaster)Edited by Steve FollandProduced by Emily Burrows and Sami Entwistle (Plaster) We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop' — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth. Download your FREE copy here

In this episode of Hospitality Hangout, hospitality industry leaders Jason Morgan (CEO of The Original ChopShop), Kelly Gray (SVP of Hot Head Burritos), Lawrence Brown (Chief Development Officer of Rita's Italian Ice), and Yann de Rochefort (CEO of Boqueria) come together to share their expertise on building iconic food brands. Dive into essential hospitality trends, restaurant growth strategies, and hospitality insider insights that are shaping the modern hospitality business. Episode Credits:Sponsored by: Restaurant Finance & Development ConferenceProduced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: GrodMediawww.thehospitalityhangout.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Ari Weinzweig, co-founder of Zingerman's Delicatessen, shares invaluable hospitality insider insights and leadership lessons from building one of the most respected brands in the hospitality business. As a pioneering restaurant CEO, Ari discusses how vision and community-building in the hospitality industry have driven their long-lasting success, all while staying true to core values rather than chasing fleeting hospitality trends. Episode Credits:Sponsored by: Restaurant Finance & Development ConferenceProduced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: GrodMediawww.thehospitalityhangout.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Join Richard Schneider, COO and Chief Development Officer of Areas USA, on Hospitality Hangout as he shares insider insights into scaling one of the largest airport and travel plaza hospitality operators in the country. From his early start in restaurants at six years old to leading innovation in airport dining, Richard discusses why hospitality will always trump technology and how emerging brands are transforming food service across airports and highways nationwide. In this episode, explore hospitality trends and bold ideas that drive memorable guest experiences in the restaurant industry. Richard also reflects on leadership strategies, acquisitions, and the growth of local concepts in travel hospitality, offering valuable perspectives for anyone in the hospitality industry or interested in the future of food service and airport dining. Episode Credits:Sponsored by: DirecTV for BusinessProduced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: GrodMediawww.thehospitalityhangout.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

DAMIONMLK Day:Incoming Walmart CEO John Furner:Dr. Martin Luther King Jr.'s legacy reminds us blahblahblah. During our annual MLK Day Celebration, we reflected on blahblahblah. We care for people. Blahblahblah We strive to be honest, fair, and courageous. And we put others first in the work we do to help people live better.When we lead with care, show respect and do what's right, we honor Dr. King's legacy through action and continue building a Walmart that reflects our purpose and values.Walmart: $27,408,854, the fiscal 2025 annual total compensation of our median associate was $29,469, and the ratio of these amounts was 930:1.By 11:14 AM: He has earned $29,469 (the median worker's entire year of labor).Total Earnings by MLK Day: ~$1,425,000That $1.4 million is equivalent to the lifetime earnings of 48 median Walmart associates (assuming each works for one year at $29,469)As of January 20, 2026, the combined net worth of the Walton family has reached a historic $513.4 billion, according to the latest Bloomberg and Forbes data.As of January 2026, the Walton family collectively receives approximately $3.4 billion per year in dividends from Walmart.Per Day: The family earns roughly $9.27 million every day just by owning the stock.Per Hour: They earn about $386,000 per hour, 24 hours a day.King was literally campaigning for a living wage in Memphis when he was shot by the FBI. your move, walmart CEO John Furner WHO DO YOU BLAME?WestJet reverses cramped seating layout after viral videos show passengers' knees pressed against seats.In the reconfigured layout, which rolled out in late October on select Boeing 737s, space between rows was reduced to 28 inches to accommodate an extra row of seats. WestJet also made economy class seats non-reclinable, offering passengers the option to pay extra for adjustable seats.In a news statement, the company said it will reverse what it called the "densified seating" by removing the additional row of seats.WHO DO YOU BLAME?Samantha (Sam) Taylor was appointed WestJet Group Executive Vice-President and Chief Experience Officer March 2025. Sam joined Sunwing in March 2020 as Chief Marketing Officer. Sam's portfolio is accountable for critical touch points in the guest journey and includes leading all Marketing, Guest Experience and Contact Centres for WestJet and Sunwing Vacations. MMStakeholders!Customers: WestJet's rollout of the reconfigured seats has sparked widespread outrage among travelers and even crew members.Employees: Reuters reported that pilots and flight attendants have raised concerns over the new configuration's comfort and safety, specifically whether passengers could safely evacuate the plane in an emergency due to the confined seating.Journalists: Reuters reported that pilots and flight attendants have raised concerns over the new configuration's comfort and safety, specifically whether passengers could safely evacuate the plane in an emergency due to the confined seating.Labor Unions: Alia Hussain, president of the union local representing WestJet cabin personnel, said: "It created a hostile working environment for us as cabin personnel."Onex Corporation, WestJet's publicly traded ownersWhich is really founder and board Chair Gerry Schwartz (annual Chair fee of $1 million), who maintains 100% control of the Multiple Voting Shares (MVS) of Onex Corporation, which effectively grants him 60% of the total voting power in the company.This control allows him to elect 60% of the members of Onex's Board of Directors. While he also personally holds a significant portion of the Subordinate Voting Shares (SVS)—roughly 11.3% as of late 2024—the primary mechanism of his control is the MVS class.All stupid U.S. dual class dictatorships who do not do this!!The "Sunset" Provision: In May 2023, Onex shareholders approved a plan to implement a "sunset" on these special voting rights. Under this agreement, Schwartz's multiple voting rights are scheduled to expire three years after the effective date of the amendment (roughly May 2026).Current Status: As we are currently in early 2026, Schwartz remains the controlling shareholder. Upon the "Event of Change" later this year, the Multiple Voting Shares will convert into Subordinate Voting Shares, and he will lose his absolute control, shifting the company toward a more traditional governance structure.Matt Damon says Netflix wants to make action movies differently to account for shorter attention spansHow the art of filmmaking is being subvertedThe "Say What You Do" Rule: Writers are frequently being told to eliminate subtext. In traditional filmmaking, if a character is sad, you show them staring at a cold cup of coffee. Now, streamers often request that the character explicitly say, "I'm just so sad right now," or have another character ask, "Why are you so sad?"The Reason: If you are looking at your phone during a silent, emotional shot, you miss the story. If the character says it out loud, you can follow the plot without looking at the screen.Heightened Audio Cues: If you've noticed that modern movies have very aggressive sound design—sudden loud bangs, dramatic musical stings, or high-pitched notification-like sounds—it's often intentional.The "Audio Hook": These sounds act like a "ping" to pull your eyes back from your phone to the TV. It's a literal alarm clock for your attention.The "First 10 Minutes" Mandate: In the past, a movie could have a "slow burn" opening (think 2001: A Space Odyssey). Today, Netflix and other streamers use data that shows exactly when a user hits the "Back" button.The Note: Writers are told that a "major event" (an explosion, a death, or a massive hook) must happen within the first 2 to 5 minutes. If the "inciting incident" happens at the 20-minute mark, the data shows they will lose 30% of the audience to TikTok.Centered Framing: Cinematographers are increasingly being told to keep the "important" action in the center of the frame.The Reason: This makes the content easier to view on a mobile device if the user decides to switch from the TV to their phone, or if they are watching a cropped "clip" of the movie on social media later.Increased "Recapping": Have you noticed characters summarizing what just happened more often?The "TikTok Brain" Fix: Because people are multitasking, they often lose the thread of the plot. Streamers now encourage dialogue like, "So, let me get this straight, we have to get the key from the vault before the guard returns in five minutes?" It's a recap for someone who tuned out for the last three minutes.WHO DO YOU BLAME?Netflix: Ted Sarandos & Greg Peters (Co-CEOs of Netflix), Reed Hastings, Jay HoagDrug CEOs (re: The Algorithm): Passive Viewing: Data shows that up to 94% of people use a phone while watching TV.TikTok CEO Shou Zi Chew: TikTok is widely considered the pioneer of the "Short-Form Video" era. Its algorithm is specifically designed to provide "intermittent reinforcement" (like a slot machine), which studies suggest can reduce the ability to focus on long-term tasks.Meta CEO Mark Zuckerberg: Zuckerberg pivoted Facebook and Instagram (Reels) to aggressively compete with TikTok. Critics argue this transition turned a platform for connection into one of "passive scrolling" that further erodes focus.YouTube CEO Neal Mohan: Under his leadership, YouTube Shorts was launched to capture the short-attention-span market. Even YouTube co-founder Steve Chen has recently warned that these short videos are "shrinking kids' attention spans."Smartphones: Former Apple CEO Steve Jobs MMStanford: The "Father of Persuasive Tech": B.J. FoggStanford's Persuasive Technology Lab, run by B.J. Fogg, taught many of the founders and early employees of Instagram and Facebook.The "Fogg Behavior Model" taught engineers how to use "triggers" and "rewards" to change human behavior through software. He provided the scientific framework that allowed tech companies to treat the human brain like hardware that could be "hacked" for maximum engagement.Trump calls NYSE Dallas expansion plans 'unbelievably bad' for New York: Trump says move poses 'big test' for newly inaugurated Mayor Zohran Mamdani. WHICH HYPOCRISY DO YOU BLAME?The Free Market BullshitTrump and Texas leaders have long championed the freedom of businesses to flee blue-state regulations. However, now that a prestigious icon like the NYSE is actually expanding to Dallas, Trump has pivoted to calling it "unbelievably bad" for New York.The Anti-Woke /Anti-ESG scaremongeringTexas frames itself as a "Sanctuary from Socialism," yet the Texas Stock Exchange (TXSE) is being used to bypass ESG transparency. While railing against woke mandates, these leaders are creating their own ideological silos—demanding a protected market where management isn't held accountable by shareholders for social or environmental impacts.Texas AG Ken Paxton described BlackRock, State Street, and Vanguard as an "investment cartel" that was "illegally controlling national energy markets" and "squeezing more money out of hardworking Americans."Paxton sent a formal warning to Larry Fink and other CEOs, stating that their "radical environmental policies" and "race-based quotas" (DEI) would face severe enforcement actions if they prioritized "politics over consumers."Lead by example: Trump quits NYC and Musk's Dexit to Y'all StreetThroughout his 2024 campaign, Trump consistently compared New York unfavorably to states like Florida and Texas: as an example, he pointed to the lack of state income tax in Florida as a reason why "everyone is leaving New York." Elon Musk's Dexit from Delaware/California is sold as a strike for freedom, yet his empire is built on nearly $40 billion in government subsidies and contracts. He moved to Texas to escape over-regulation (re: his pay package and people being mad about nooses in his factories) while simultaneously heading the most over-regulatory body ever: Department of Government Efficiency (DOGE).Leader name calling and scaremongeringTrump's pre-bromance attacks on New York's new mayor, Zohran Mamdani (communist lunatic" and a "Marxist"). Dallas Mayor Eric Johnson (UPenn, Harvard, Princeton): "un-American socialist impulse" and explicitly marketed Dallas as a "sanctuary from socialism" for businesses looking to Dexit New York. The Elite vs. Common Man NonsenseDespite bullshit Y'all Street populist framing, the Texas Stock Exchange is backed by the world's most powerful financial titans. There is no common man victory here; it is the CEO class moving the financial capital to a jurisdiction with fewer labor protections and less oversight.The Big Four Anchor InvestorsBlackRock: (managing ~$14 trillion), despite being the primary target of "anti-woke" and anti-ESG rhetoric from the same politicians who support the TXSE.Citadel Securities: Led by Ken Griffin, this firm executes roughly 1 in 4 of all stock trades in the U.S. Left Chicago for Miami.J.P. Morgan Chase: Jamie Dimon. Joined in 2025 during a $90 million funding round and holds an observer seat on the board.Charles Schwab: handles over 50% of U.S. retail stock orders.MATTWalmart International CEO Kath McLay to step down - WHO DO YOU BLAME?Half exiting CEO Doug McMillonMcLay was under McMillon her entire tenure at WalMart, raised to CEO of the international divisionClearly a protege - passed over for the new CEO?Incoming CEO John FurnerThe white guy who became CEO is such an interesting new story, but Furner started as a sales clerk and has been with the WALTONS a long time through Sam's Club as CEO, another Walton jointFurner/McMillon/Walton family named David Guggina CEO of Walmart US (passing McLay), Chris Nicholas replace McLay, Seth Dallaire was made chief growth officer… rounding out an all male promotion cycle of new execs - no women in major positionsMaybe McLay read the tea leaves - women got chief legal and chief of people, like everywhere else, but leave the big jobs to the swinging dicks.The compensation and management development committee, who according to the company charter, ir responsible to “periodically review and recommend to the full Board succession planning practices for the Company's CEO and other executive officers.”Carla Harris (chair) - black woman with “multicultural” in her job description at Morgan Stanley who apparently didn't apply “multiculturalism” to Walmart executive search?Marissa Mayer - yes, THAT Marissa Mayer, who is on the board of Starbucks with Brian Niccol and AT&T where Randall Stephenson was CEOBrian Niccol - CEO of Starbucks, with no conflict by having Marissa Mayer on the same boardRandall Stephenson - ex CEO of AT&T, with no conflict of interest by having Marissa Mayer on the board. Also on the board - Tom Horton, ex CEO of American Airlines who was… CFO of AT&T under StephensonShishir Mehrotra - who worked at Google via YouTube when… Marissa Mayer worked there (she was in search/maps)Kath McLay, who just couldn't cut it at Walmart anymoreAn SEC official has said (implied) you don't HAVE to vote your proxies as an investor - WHO DO YOU BLAME?Brian Daly, who gave a speech titled (Re)Empowering Fiduciaries in Proxy Voting on Jan 8 in which he argued that not voting doesn't necessarily violate fiduciary dutyGamblers: “Not voting makes sense in many situations. Look, for example, at quantitative and systematic managers, who often operate models that merely seek exposures to identified sources of alpha.”Index investors: “But it may be appropriate for these categories of investment advisers (and the Boards that exercise oversight over this function) to consider whether taking positions on fundamental corporate matters, or on precatory proposals, is consistent with their investment mandates.”Hedging himself: “So, there is no stock answer to the “Must I vote?” question... Instead, it is important that advisers and clients have a fair amount of latitude to decide what works in their individual cases.”Threatening using proxy advisors: “And if we are raising issues for consideration, I will also mention, because the President did, that there is real concern out there that habitual adherence to a proxy consultant's recommendations could pull an adviser into a Section 13(d) group.”Investors, because no matter what Brian Daly suggests, investors almost never vote against management and neither do proxy advisors, so what the fuck are we talking about?Cost, because Daly points out, “And in assessing proposed votes, investment advisers might utilize the Fiduciary Interpretation's concept of a “reasonable inquiry into the client's objectives.” If an investment adviser routinely follows a proxy advisor's stock recommendations without a tailored engagement or independent analysis, is this “reasonable inquiry?” Maybe, but it is certainly worth thinking about. And, to go back to the first question, if the voting process is so burdensome that it requires extensive external resources, why is the adviser voting at all?”John Chevedden, along with Jim McRitchie, without whom we have maybe half the shareholder rights as SP500 companies, and who the no-action data is now showing is disproportionately getting responses for exclusion from the SEC (as if to double down on the idea that we can ignore those commie socialists entirely, but we want to tell you explicitly you're totally legally cool and there's no threat if you exclude Chevedden). Chevedden might be the reason investors were voting at all - maybe now they won't have to?

John Dillon, CEO of La Madeleine, joins Hospitality Hangout to share his expert strategies on reviving a 42-year-old legacy brand by blending tradition with modern hospitality trends. Drawing on his journey through major restaurant chains like Blockbuster, Pizza Hut, and Denny's, John reveals how clarity, simplification, and execution drive sustainable growth in the restaurant industry.In this insightful episode, John discusses the power of third place thinking — creating welcoming spaces that encourage guests to linger — and how La Madeleine balances grab-and-go convenience with a hospitable atmosphere. He dives into how leveraging technology, social media trends, and thoughtful design innovation enhances guest experiences without losing the brand's unique charm.Tune in to hear insider insights on hospitality innovation, emerging food service trends, and bold ideas shaping today's café culture, all from one of the industry's leading CEOs. Whether you're a foodie, restaurateur, or hospitality professional, this episode offers valuable perspectives on evolving legacy brands in a competitive 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

This week on the Boxoffice podcast, co-hosts Daniel Loria, Rebecca Pahle, and Chad Kennerk cover the latest industry news and preview Sony's 28 Years Later: The Bone Temple. Then in the feature segment, Daniel speaks with Dine-In Cinema Summit founders Amy and Matt Mader of Venue Valet to preview this year's show happening February 2-6 in Austin, TX. Give us your feedback on our podcast by accessing this survey: https://forms.gle/CcuvaXCEpgPLQ6d18 What to Listen For00:00 Intro01:07 Weekend Box Office: Primate Overperforms02:41 Repertory Cinema & Theatrical Experiences06:18 Remembering Colleen Barstow08:27 Industry Leadership Updates10:34 ICTA North America Cinema Awards12:09 Blue Ribbon Awards Relaunch14:11 Box Office Outlook & Horror Trends16:22 28 Years Later Franchise Discussion21:46 Dine-In Cinema Summit Interview Begins23:18 Evolution of the Dine-In Cinema Summit26:41 Hospitality & Guest Experience in Cinemas29:44 “Let's Adapt” Programming & Diversification33:06 Alternative Content & FEC Strategies37:58 Food, Beverage & Kitchen Operations39:12 Battle of the Brands Cook-Off41:36 Operations, Pricing & Data Insights45:02 Summit Sponsors & Industry Support48:21 Why the Summit Matters Before CinemaCon50:37 Registration Details & Final Takeaways51:18 Closing Remarks & Subscribe CTA

Nate Fowler, CEO of Long John Silver's, joins Hospitality Hangout live from RFDC in Las Vegas to share insider insights on revitalizing a 56-year-old restaurant brand while maintaining its core identity. This episode dives deep into hospitality trends, focusing on how technology, loyalty programs, and strategic partnerships drive growth and innovation in the restaurant industry.Nate discusses his unique approach to leadership shaped by his background in banking and finance, exploring unit economics and franchise growth during a pivotal turnaround. Listeners will learn about the brand's investment in technology, including a new mobile app, and creative marketing tactics like the chicken-focused logo stunt that reignited customer interest.The conversation also covers franchisee economics, procurement strategy, and the significance of partnerships with companies like Foodbuy for improving cost structures and attracting new franchisees. Packed with valuable hospitality industry insights, this episode is a must-listen for food service professionals, emerging restaurant brands, and anyone interested in the future of hospitality innovation. 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Alex Dunn, CEO of Swig, shares insider insights on how Swig pioneered and scaled the dirty soda category from its Utah roots to a thriving national franchise. Explore key hospitality trends in the beverage and restaurant industry as Alex discusses personalization, premium fountain beverages favored by Gen Z, and how innovation drives brand authenticity and growth at scale. From franchising strategy to staying competitive amid major beverage players entering the space, this episode is packed with valuable lessons for food service professionals and hospitality insiders aiming to build bold, category-defining brands. 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Change remains the only constant in hospitality, but today's accelerated pace brings unprecedented opportunities to innovate and differentiate your brand. Technology and AI are enabling streamlined operations and personalized guest experiences that drive loyalty and revenue.Consumer behavior shifts like mindful drinking trends, for example, present deep challenges but can also open new revenue streams for savvy operators who know how to pivot. In this Keynote from Cornell's Nolan School of Hotel Administration, we'll explore successful adaptation strategies that can strengthen your business model and broaden your appeal.Join industry leader Peter Karpinski from Pyramid Global Hospitality and Cornell Senior Lecturer and industry veteran Douglass Miller as they discuss how to survive and thrive in this rebounding market as well as what it takes to gain competitive advantage. They'll also share storytelling techniques for reaching today's experience-hungry consumers.Check out Doug's Beer Essentials Cornell Certificate Program herePyramid Global Hospitality  Follow eCornell on YouTube, Facebook, Instagram, LinkedIn, TikTok, and X.

Featuring top hospitality leaders from Groucho's Deli, Long John Silver's, Tiki Taco, Cowboy Chicken, Crazy Pita, and Beans & Brews Coffee House, including Mehdi Zarhloul, Brittany Mercer, Eric Knott, Deric Rosenbaum, Doug Willmarth, and Tim Newton, this episode dives deep into the latest hospitality trends and technology shaping the food service industry. Recorded live at FS/TEC from Amazon Business Studios, Hospitality Hangout brings you insider insights on growth strategies, brand building, and innovating within the hospitality industry.Our guests share valuable perspectives on scaling both legacy and emerging brands while maintaining strong culture and operational excellence. The conversation covers key topics such as franchising, modernizing technology stacks, leadership best practices, digital marketing, and disciplined management needed to thrive in today's competitive food service landscape.Join us for an engaging discussion that captures the energy of FS/TEC and offers actionable advice for entrepreneurs, founders, and hospitality professionals focused on long-term growth, innovation, and staying ahead in the evolving hospitality industry. 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Kaleb Harrell, CEO and co-founder of Hawkers Asian Street Food, joins Hospitality Hangout to share hospitality insider insights on building an authentic restaurant brand rooted in Asian street food culture. Discover how understanding true hawker culture and hands-on hospitality leadership shaped Hawkers' unique growth strategy and helped the brand stay genuine without feeling like a traditional chain.In this episode, Kaleb dives into early challenges of bootstrapping, balancing multiple ventures, and system-building, giving listeners an inside look at entrepreneurial strategies in the food industry. He also discusses disciplined investment decisions and partnership dynamics, offering valuable lessons for hospitality entrepreneurs navigating growth while preserving culture.Tune in for an engaging conversation that explores emerging hospitality trends, leadership in the food service industry, and the business strategies behind one of the fastest-growing authentic food brands. This episode is packed with insider stories and lessons any entrepreneur or hospitality insider won'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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Recorded live at SocialWest 2025 in Calgary, this special episode of the Marketing News Canada podcast features a conversation with Joshua Counsil, Co-Founder of Good Robot Brewing and guest host Meredith McKeough.Joshua shares candid lessons from building a multi-dimensional hospitality and beverage business spanning beer, non-alcoholic drinks, events, and co-packing for major retailers like Costco. The conversation explores why guest experience is one of the most powerful marketing tools available, how storytelling influences customers, employees, and even lenders, and why scrappy, generous marketing often outperforms big-budget campaigns.From navigating PR crises to designing small moments that create outsized word-of-mouth, this episode is packed with practical insights for marketers, founders, and brand leaders looking to build trust, loyalty, and long-term growth.

In this episode, Shannon gets fired up about one of the biggest mistakes retreat leaders make: discounting their retreats. While a discount might feel like an easy way to fill a few spots, the long-term damage is real - it devalues your experience, trains your audience to wait for price drops, signals desperation, and hurts the entire retreat industry. Shannon breaks down exactly why discounting is harmful, what it communicates to potential guests, and better alternatives like early-bird bonuses, pay-in-full perks, and smart payment options. She also unpacks the real reason retreat leaders discount - fear - and how to address it in a healthier, business-savvy way. If you're ready to protect your profit, elevate your positioning, and stop shrinking your worth, this episode is a must-listen. Key Takeaways Retreats are transformational live experiences - not products to be marked down like retail. Discounting immediately lowers perceived value and conditions your audience to never pay full price again. It signals desperation and damages not just your brand, but the entire retreat industry. Live experiences require emotional labor, planning, expertise, and responsibility - none of which should be discounted. Instead of discounting, offer early-bird bonuses, pay-in-full perks, and extended payment plans. The real reason people discount is fear - not strategy. If enrollment is low, you need better messaging, positioning, urgency, and audience warming… not cheaper prices.   The Retreat Leaders Podcast Resources and Links: Learn to Host Retreats Join our private Facebook Group Top 5 Marketing Tools Free Guide Get your legal docs for retreats Join Shannon in Denver at the Retreat Industry Forum  Join our LinkedIn Group Apply to be a guest on our show   Thanks for tuning into the Retreat Leaders Podcast. Remember to subscribe for more insightful episodes, and visit our website for additional resources. Let's create a vibrant retreat community together!   Subscribe:  Apple Podcast | Google Podcast | Spotify --------- TIMESTAMPS The Problem with Discounting Retreats (00:00:50) Shannon expresses frustration about retreat leaders discounting their retreats and outlines why this is harmful. Why Discounting Retreats is Harmful (00:01:12) Explains how discounting devalues retreats, signals desperation, and attracts difficult guests. Negative Impact on Guest Experience and Industry (00:03:42) Discusses how discounting attracts ungrateful guests and lowers perceived value across the retreat industry. Discounting Hurts Your Margins and Business (00:06:02) Details how discounts cut into profits, making it harder to sustain a retreat business. Retreats as Premium, Transformational Experiences (00:07:16) Emphasizes that retreats are not products but containers for transformation, requiring significant energy and expertise. Alternatives to Discounting: Bonuses and Perks (00:08:14) Suggests offering early bird bonuses, pay-in-full perks, and extended payment plans instead of discounts. Why Retreat Leaders Discount: The Role of Fear (00:10:22) Explores the real reasons behind discounting, such as fear of failure and low signups. Building Confidence and Enrollment Without Discounts (00:11:30) Encourages improving messaging, marketing, and mindset instead of lowering prices. Final Advice and Invitation to Community (00:12:39) Urges listeners to stop discounting, value their work, and join the Retreat Industry Forum for support. Podcast Closing and Resources (00:13:39) Shannon thanks listeners, encourages sharing, and offers free resources for retreat leaders.

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 break down a problem I see all the time in our industry: identity drift. When your purpose, priorities, and daily practices stop lining up, the entire business starts to wobble. I walk through the identity compass and show how it helps you get centered again so you can make decisions that actually move the restaurant forward. If you feel pulled in a hundred directions or unsure why your growth has stalled, this conversation will help you refocus on what matters and clear out the noise holding you back.  TakeawaysYour purpose isn't a tagline. It's a compass for every decision.Priorities reveal your real beliefs; budgets and calendars are your true mission statements.What you invest in is what you believe.The real mission statements are lived through repetition.Burnout isn't caused by effort, it's caused by confusion.Alignment gives your effort direction.Start by writing your restaurant's one line purpose.Audit your spending to match your purpose.Add a branch head question for pre-shift lineups.Eliminate one tactic that isn't serving your compass.Chapters00:00 Introduction to Full Comp and AI Toolkit01:55 Understanding Identity Drift in Restaurants05:45 The Identity Compass: Purpose, Priority, and Practice07:34 Practical Steps for Realignment and ImprovementIf 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.

AI isn't the threat — it's the opportunity most hosts are ignoring.In this episode, we walk through how top operators are using AI and automation to scale smarter, simplify operations, and outpace the competition.• How AI is transforming pricing, operations, and marketing• The biggest mistake hosts make when “trying” automation• Tools that save hours per week without losing the human touch• Why your business model must evolve in 2025• The new advantage: data-driven decision-makingGet the full AI Automation Playbook at strsecrets.com/ai00:00:18 – Why AI Is the Next Big Shift in STR 00:02:12 – What Hosts Get Wrong About Automation 00:05:09 – The Tools Replacing Busywork in STR Operations 00:08:47 – How AI Enhances the Guest Experience 00:11:38 – Dynamic Pricing and Predictive Data in Action 00:15:22 – Building Systems That Learn While You Scale 00:19:10 – How to Combine AI With a Human Team 00:23:38 – Avoiding the “Set It and Forget It” Trap 00:27:41 – The STR Playbook for 2025 and Beyond 00:30:52 – Final Take: Use AI Before It Uses You Get FREE Access to our Community and Weekly Trainings:https://group.strsecrets.com/