Podcasts about Marriott

Jessica talks with Amani Roberts, international keynote speaker and global performer. He is a renowned DJ, entrepreneur, award-winning professor, and USA Today's best-selling author of the books “The Quiet Storm” and “DJs Mean Business”. With over 30 years in hospitality and 17 years in the music industry, he's worked with global brands like Marriott, 7-11, and Chartmetric while generating millions of dollars in revenue. A sought-after speaker and co-host of the podcast Adventures in Business, Amani inspires professionals to unlock creativity, take risks, and grow their resilience in any circumstances. His expertise has been featured in Forbes, NPR, People Magazine, NBC, and Yahoo! Finance.Learn more about Amani at https://amaniexperience.com.~About The Ampersand Manifesto:What happens when you refuse to choose just one path? On The Ampersand Manifesto, host Jessica Wan sits down with “the most interesting people at the dinner party” – those who have made their mark in two or more seemingly different worlds. Through candid conversations, we explore what it takes to navigate multiple callings, find the connection points between them, and redefine success on our own terms. Together, we're co-creating The Ampersand Manifesto: principles for leading a multi-passionate life.~About your host, Jessica Wan:Executive Coach | Classical Singer | Former Marketing Leader & Tech ExecutiveJessica helps founders and leaders make the invisible visible. With 20+ years of experience scaling brands like Apple, Smule, and the San Francisco Opera, and as an ICF-certified executive coach, she provides the clarity and strategy needed to lead bravely and find fulfillment in a multi-passionate life.Work with Jessica: Book a Free Intro CallJoin The Cohort: An Ampersand Community for Dual-Career ProfessionalsFollow the Journey: @ampersandmanifestoConnect: Jessica's LinkedInListen: Singing Excerpts~CreditsCo-produced and hosted by ⁠Jessica Wan⁠Co-produced, edited, sound design, and original music by ⁠Carlos Schmitt

On this week's Good Morning Hospitality, A Skift Podcast: Hotels Edition, Sarah Dandashy and Steve Turk dig into where hotel differentiation actually comes from. The conversation covers why creator content drives awareness but rarely converts to bookings and what hotels can actually do about it, how Marriott is wiring Bonvoy directly into corporate booking tools in a way rivals will have to match, what Starlink's cost structure means for how guests now think about hotel connectivity, and Dorchester Collection CEO Jennifer Fox's case that cookie-cutter luxury is the real threat to the category.

Shamir Duverseau, co-founder of Smart Panda Labs and former marketing leader for brands including Disney, Marriott, Southwest Airlines, and NBC Universal, discusses how organizations can dramatically improve digital marketing performance by focusing on the often-overlooked post-click experience. Duverseau explains that while many companies invest heavily in advertising and customer acquisition, conversions are won or lost after consumers arrive on a website, where poor user experience, organizational silos, and misalignment between marketing, IT, product, and data teams create friction that drives potential customers away. He explores the “Bermuda Triangle” challenge of cross-functional collaboration, the growing impact of AI on customer experience, and why achieving an “Amazon-level experience” requires strategic communication, technical integration, and continuous optimization, along with insights on customer journey optimization, conversion rate improvement, digital transformation, marketing technology, and user experience strategy.

In this episode, Brian is joined by Stephen Malfatti, Manager, Operations Delivery & Brand Activation Culinary and F&B for Marriott Hotels & Resorts. A graduate of the Culinary Institute of America, Stephen brings his vast culinary experience with him as he manages the openings of all new Marriott properties across the states. He has currently opened over 150 hotels for Marriott and is well on his way to 200 ! Tune in to hear who Stephen Thanks for helping him along the way.

"The White House is not going to fix your house." The Treasury Secretary just declared that the economy has shifted from a "K-shaped" recovery, where the rich keep getting richer, to a "C-shaped" recovery, where lower income earners are catching up. Jaspreet Singh breaks down the data behind that claim and shows why the Federal Reserve and Bank of America are reporting very different numbers than the White House. He then explains why the debate over which shape the economy takes misses the bigger point: the system is built to reward investors over workers, and understanding that distinction, not government data, is what actually determines whether inflation and spending make you richer or poorer. In this episode, you'll learn: Why the Treasury Secretary claims the economy shifted from "K-shaped" to "C-shaped," with bottom earners' incomes reportedly rising 5.5% against just 1.8% for top earners How Federal Reserve and Bank of America income data conflicts with the White House's numbers, showing top and bottom earners rising at nearly the same rate Why CEOs disagree on which economy we're in: Hilton says incomes are converging while Marriott and McDonald's say lower income consumers are cutting back on basics like breakfast Why spending and inflation both make investors richer rather than workers, using the example of who profits when a Chipotle order gets more expensive How the $40 trillion national debt and Federal Reserve money printing connect directly to inflation and who benefits from it Why the Federal Reserve targets 2% inflation instead of 0%, and how that target favors investors over everyday workers Why market crashes and recessions are guaranteed to keep happening, and how investors have historically built wealth buying through them, from 2008 to 2020 to 2022 Why becoming an investor, not waiting on government policy, is what actually determines financial outcomes Keywords: K-shaped economy, C-shaped recovery, income inequality, inflation, national debt, Federal Reserve, market crash investing, stock market, investing vs saving, wealth building ✅ Register for my investing Workshop & get Market Briefs as a bonus: Below are my recommended tools! Please note: Yes, these are our sponsors & advertisers. However, these are companies that I trust and use (or have used). The compensation doesn't affect my recommendations or advice. That being said, you should always do your own research & never blindly listen to a random guy on YouTube (or podcast). ---------- ➤ Invest In Stocks Passively 1) M1 Finance - Buy stocks & ETFs automatically: https://theminoritymindset.com/m1 ---------- ➤ Life Insurance 2) Policygenius - Get a free life insurance quote: https://theminoritymindset.com/policygenius ---------- ➤ Real Estate Investing Online 3) Fundrise - Invest in real estate with as little as $10! https://theminoritymindset.com/fundrise ----------

Today marks 25 years since September 11, 2001. We wanted to do our part to remember the lives lost, the extraordinary heroism of that day, and the very best of humanity that emerged amid unimaginable tragedy. For this Special Edition COBT, we sat down with three longtime friends, David Trice, Terry Rathert, and Steve Campbell, to remember the events of that morning and reflect on an experience we shared firsthand. On the morning of September 11, 2001, we were having breakfast together at the Marriott World Trade Center, located between and connected to the North and South Towers, when the first plane struck. In our conversation, we retrace the morning as we remember it: the first moments inside the Marriott, our exit south from the World Trade Center complex toward Battery Park, the collapse of the towers, becoming separated, and eventually finding our way out of Manhattan. We reflect on the instinctive decisions made in moments of extraordinary uncertainty, the courage of first responders moving toward danger, and the countless acts of kindness we witnessed from strangers throughout the day. We also discuss how September 11 changed the way we thought about risk, safety, travel, and the world around us. Twenty-five years later, our memories remain remarkably vivid. We believe remembering and sharing these stories matters – not only to honor those who were lost, but also to remember the courage, generosity, and humanity that so many people showed that day. We are deeply grateful to David, Terry, and Steve for joining us for such a personal conversation and for allowing us to share our memories with the COBT community. This was perhaps the most unique episode in COBT's history. We hope you find the discussion meaningful and that it contributes in some small way to your own remembrance of the day. We Will Never Forget.

The Iran war has quietly devastated Gulf tourism with Dubai hotel rates down 50% and recovery not expected before late 2027, Meta launches an AI agent called Muse that can actually book travel, and Marriott's CEO says AI's biggest impact on hotels won't be chatbots — it'll be distribution. On today's Skift Daily Briefing, Sarah Dandashy breaks down just how bad Gulf tourism's numbers have gotten and what it means for travelers eyeing a Dubai trip right now, what Skift's hands-on test of Meta's Muse agent reveals about how AI is starting to shop for travel on your behalf, and why Marriott is racing to feed AI systems as much content as possible before the distribution battle is decided. This episode is brought to you by ZS Articles Referenced: Honorable Mention: @AskAConcierge on IGA Lost Year for Gulf TourismMeta Says Its Muse Agent Books Travel. Here's What That Actually Means.Marriott CEO Says AI Will Impact Hotel Distribution First Connect with Skift LinkedIn: https://www.linkedin.com/company/skift/ WhatsApp: https://whatsapp.com/channel/0029VaAL375LikgIXmNPYQ0L/ Facebook: https://facebook.com/skiftnews Instagram: https://www.instagram.com/skiftnews/ Threads: https://www.threads.net/@skiftnews Bluesky: https://bsky.app/profile/skiftnews.bsky.social X: https://twitter.com/skift Subscribe to @SkiftNews and never miss an update from the travel industry.

About Mark: They call me the Event Maestro. Here's why that matters to you.Your last event was a success. Yet, you left a fortune on the table. The feedback was great. The room was full. And still — the mission didn't accelerate the way it could have. Not because the event failed. Because no one showed you what the room was actually capable of. For one brief window, you had your investors, donors, board members, team and community leaders in a single space. Most leaders use that moment to share updates and deepen connections.The “Event Maestro” uses that moment to activate these stakeholders. Investors who came to observe - write a big check. Donors who increase their giving without being asked. Board members who become more cooperative. Sponsors who witnessed your culture and expanded their commitment on the spot. That's not a better agenda. That's a gathering engineered to turn your mission into a movement. For 30 years, I've been in the business of turning audiences into believers — and believers into buyers.I've strategized 900+ events over three decades. I help Impact CEOs activate stakeholder engagement through immersive experiences that don't just captivate rooms — they move people to act, lead and invest. As Co-Founder of BigImpactHQ, my wife Shannon and I have trained over 3,000 leaders to harness the power of speaking and live events. Our "Speak Your Path to Cash" System has generated more than $150M in revenue for our clients and landed them on stages most people only dream about — Tony Robbins, TED Talks, CNN, The View, Brendan Burchard, Mama Gena, and more. Before BigImpactHQ, I spent years as a Senior Branding Strategist for Clear Channel, writing 1,100+ radio ads and campaigns for Porsche, Harley-Davidson, AFLAC, and Marriott. That background wired me to think in messages that cut through noise and land with precision. I've shared stages with Jack Canfield, Robert Kiyosaki, Les Brown, and others — not just because I'm a good speaker, but because I understand the science of influence and the art of transformation. My work sits at the intersection of conscious leadership, transformational influence, and the inner game of business success. I help companies live from their higher purpose, build conscious cultures, and follow the principles of Conscious Capitalism — because mission-driven businesses outperform, period.Connect with him here: www.MAGspeaks.comDon't forget to register for our limited-space 5-day LinkedIn workshop here: https://www.thetimetogrow.com/AtoEonLinkedinWorkshop

Justin returns from DragonCon with a child who thinks Minnie Mouse's catchphrase is screaming, a stranger who thinks he's cosplaying as himself, and an $80 plate of shitty eggs. Brian discovers he can instinctively hold a baby, everyone gets reacquainted with the Marriott carpet lore, and the boys fall deeply and sincerely in love with Bethy Love Light and “Hemp Holy Hemp.” Plus: the slowest bar in America, post-show face blindness, Tom Kat's impossible physique, and whether Street Fighter has secretly cracked the fighting-game movie. Get an extra episode every week only at https://www.patreon.com/greatnight!

Justin returns from DragonCon with a child who thinks Minnie Mouse's catchphrase is screaming, a stranger who thinks he's cosplaying as himself, and an $80 plate of shitty eggs. Brian discovers he can instinctively hold a baby, everyone gets reacquainted with the Marriott carpet lore, and the boys fall deeply and sincerely in love with Bethy Love Light and “Hemp Holy Hemp.” Plus: the slowest bar in America, post-show face blindness, Tom Kat's impossible physique, and whether Street Fighter has secretly cracked the fighting-game movie. Get an extra episode every week only at https://www.patreon.com/greatnight!

We spend a lot of time talking about how to simplify, systematize, automate, and streamline our businesses—but what about our lives outside of work? After sharing that I recently flew my family to South Africa and back in upgraded seats for mostly free, I got flooded with questions about how I had accumulated so many miles. The answer isn't complicated travel hacking or a spreadsheet filled with credit cards. In this episode, I'm sharing my “easy button” approach to free travel: a simple, mostly automated system that helps me earn points, score travel perks, and save money without turning any of it into another job.In this episode you will learn:How I use SkyKey to automatically find lower fares and get money or miles back after I've already booked a flight.My simple strategy for using companion passes and credit card spending to cover more of my family's flights.How I “double dip” with Uber, SkyMiles Dining, shopping portals, and everyday spending to earn points with minimal effort.How I keep my entire system simple by giving each credit card a specific job for business expenses, personal spending, and travel.This episode isn't about perfectly optimizing every point or becoming a travel-hacking expert. It's about finding your version of the 80/20—using simple systems and automation to get more of the benefits you want without adding more work to your life. Whether your preferred combination is Delta and Marriott or completely different airlines and hotels, the goal is the same: find what works, keep it simple, and use the margin you've worked so hard to create to actually enjoy your life.READ THE BLOG HERE! Register for the Quin x Efficient Advisor Show & Tell HERE!Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about T2MWorks HERE! Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE!   Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Live experiences drive operating success because they create reasons to travel, reasons to spend, and reasons to come back. That's why Marriott Vacations Worldwide is building Inner Circle around them. During ARDA, I talked with Mike Flaskey, President and COO of Marriott Vacations Worldwide, about what changes when the offer expands beyond the villa and into the full trip.

Send us Fan Mail✈️ TAP-Poker, Allegris-Update und neue PunktedealsPortugal fordert von Lufthansa und Air France-KLM höhere beziehungsweise bessere Angebote für TAP. Gleichzeitig wächst die Allegris-Flotte auf 25 aktive Flugzeuge – doch zwei Drittel der Lufthansa-Langstreckenjets besitzen noch die alte Business Class. Außerdem prüfen wir Transferboni von Amex zu Hilton und KrisFlyer zu Marriott.Wer sollte TAP übernehmen? Und verdient ein Wechsel auf die alte Lufthansa-Kabine eine Entschädigung? Diskutiert mit uns!

On today's episode, we'll talk about why Air Canada to Hyatt 2-to-1 transfers can be a good deal, how we won big on a 240x deal, the 250x deal that got away, and much more.Our apologies for Nick's lower-quality audio this week! We're working to fix it!Our biggest point gamblesGiant Mailbag(01:04) - Josh: Is the Hyatt/Aeroplan deal good for Canadians?Main Event: Our biggest point gambles(07:54) - When we took big risks to earn big miles...(08:04) - Nordstrom 36X (2012)(15:32) - Convert 90K SPG points into a 7 night Marriott stay + 120K Southwest points + Companion Pass for 2 years (2017)(19:43) - Marriott Travel Packages (2018)(23:40) - Iberia 90K (2018)(27:54) - Conservation International 240 AA miles per dollar (2021)(34:40) - Amex 20% transfer bonus to Hawaiian Airlines (2024)(39:28) - SAS: Fly 15 SkyTeam, earn 1M SAS Miles (2024)(44:50) - JetBlue 25/25 (2025)(48:42) - Kate Spade 250X via British Airways portal (2026)Subscribe and FollowVisit https://frequentmiler.com/subscribe/ to get updated on in-depth points and miles content like this, and don't forget to like and follow us on social media.Music Credit – “Ocean Deep” by Annie YoderCheck out all of our other travel podcasts from around the worldThis podcast is part of the Voyascape Network, a collection of some of the world's best travel podcasts. Explore more at Voyascape.com. For advertising or sponsorship opportunities on this show and across the network, email advertising@voyascape.com or you can find more information at Voyascape.com/advertsing.

Episode 188 focuses on creative ways to maximize 100,000 Capital One miles, along with several noteworthy points-and-miles updates. The episode's highlight was member Courtney's impressive ChatGPT-built, mobile-friendly travel dashboard that tracks more than 1.5 million points and miles, credit cards, annual fees, statement credits, free-night certificates, elite statuses, 5/24 status, redemptions, upcoming applications, trips, and important deadlines. In the news, Citi launched a 125,000-mile welcome offer on the refreshed AAdvantage Executive card, while United and American announced a slate of new European routes for next summer, including destinations such as Lisbon, Porto, Reykjavik, Vienna, Valencia, Sardinia, Sicily, and the Azores. American Express also rolled out elevated Delta SkyMiles card offers, with bonuses reaching 200,000 miles, and IHG introduced a targeted discount on the cash portion of Points & Cash bookings.The main discussion explores how two people can stretch 100K Capital One miles plus roughly $1,000 in cash into trips of at least two or three nights. Angie highlights options such as Lisbon, where 48K miles can cover round-trip flights for two, while Wyndham or Capital One Travel can cover the hotel; Medellin, where 80K miles covers flights and an inexpensive hotel can be partially erased with the remaining miles; and San Juan, where 66K miles handles the flights and the remaining miles help offset a Marriott hotel booked through the Capital One portal. Cameron offers additional examples, including a Miami Beach getaway for about 95K miles, a three-night Hawaii trip for 100K miles plus $230, and a Cancun all-inclusive that can be done for around 105K miles and $400. The episode also emphasizes Capital One's ability to erase travel purchases at a fixed rate, which can be especially useful for expenses like trains and tours, although transferring to airline and hotel partners can often provide greater value.The episode wraps up with the hosts' personal bonus and trip updates, including Cameron's upcoming Morocco trip, Southwest meetup flights, and strategies for maximizing Bilt benefits, while Angie prepares for a major Europe trip and looks ahead to Australia. The Tip of the Week is a useful airline-booking tidbit: Air Canada and Singapore Airlines use the same PNR, which can be helpful when managing reservations across the two programs.Episode Links:Chat Points command center post of the weekUnited New summer routesAmerican New summer routesIHG Point + Cash discountAmerican Executive Card offerElevated Delta Card offersWhere to Find UsThe Award Travel 101 Facebook Community.To book time with our team, check out Award Travel 1-on-1.You can also email us at 101@award.travelBuy your Award Travel 101 Merch hereReserve tickets to our Late Summer 2026 Meetup in Milwaukee now. award.travel/mke2026Our partner CardPointers helps us get the most from our cards. Signup today at https://cardpointers.com/at101 for a 30% discount on annual and lifetime subscriptions! Lastly, we appreciate your support of the AT101 Podcast/Community when you signup for your next card!Technical note: Some user experience difficulty streaming the podcast while connected to a VPN. If you have difficulty, disconnect from your VPN.  

What's happening across the hospitality industry right now? In this episode of The Modern Hotelier Hospitality Hot Topics, Steve Carran and David Millili sit down with Richard Sandoval, CEO of Spire Hospitality, to unpack the latest trends and biggest stories shaping the hospitality industry—from Airbnb's growing move into hotels and OYO's fake hotel listings to Hilton and Marriott's push into wellness and experiential travel. They also dive into Google's $10 million acquisition of Spirit Airlines' data, the growing value of data and AI in travel, and what automation means for the future of hotel operations. Richard also shares his vision for Spire Hospitality, the importance of the owner-operator model, and why, even as AI transforms the industry, genuine human connection, hospitality, and personalized guest experiences will remain at the heart of the business. In this episode, you'll learn more about: Airbnb partners with Lark HotelsOYO takes bookings for fake roomsHilton launches Signia Restore & Marriot's Luxury Collection Unveils ExpeditionsGoogle buys Spirit Airlines data for $10 millionWhat's new at Spire HospitalityWatch the FULL EPISODE on YouTube: https://youtu.be/oKdibg8m2z4Links:Richard on LinkedIn: https://www.linkedin.com/in/richard-sandoval-434234184Spire Hospitality: http://www.spirehotels.com/For full show notes head to: https://themodernhotelier.com/episode/325Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

Watch Us On YouTube! Announcing a new, ongoing benefit for annual subscribers of our Slack community. Annual subscribers receive a free Points Path Alerts subscription OR a 30% discount on Points Path Pro. Google is officially getting deeper into the points-and-miles world, and Ed and Richard have plenty of questions. Google is adding travel functionality to AI Mode that can search for points-and-miles availability directly from participating airlines and hotel programs. Initial integrations include Alaska, Hawaiian, American, Choice, Hilton and Wyndham, with Flying Blue, Hyatt, LATAM and Lufthansa among those expected to follow. And the results can be fast—Richard gets award pricing back almost instantly during the show. But fast doesn't necessarily mean accurate. Ed puts the new functionality through a series of tests and finds incorrect Hilton award prices, missing hotels, problems with dates and days of the week, and incomplete results. Richard gets Google to find an Alaska Mileage Plan redemption on American—but only after specifically asking about it, and even then Google provides the wrong partner booking fee. They also conduct a live experiment looking for Marriott award availability during Atlanta Braves home games, with some interesting results. So, is Google AI ready to replace dedicated award-search tools? Not yet. But Ed and Richard agree that if Google can make the data more reliable, the ability to ask a broad question like "Show me every date in October when I can fly this route for 7,500 miles" could become extremely useful. Richard also breaks down Bilt's new partnership with Blacklane, which allows members to book the chauffeur service directly through Bilt and use Bilt Cash or points toward rides. He explains why a premium airport pickup can be particularly valuable at airports where rideshare pickup is a hassle—and acknowledges that the convenience comes at a price. Plus, a $10 Uber Eats order somehow becomes a $29 order, the guys discuss air traffic controllers reportedly leaving work early before a fatal airport accident, and Ed celebrates a very points-and-miles-specific parenting achievement. Get hydrated like Ed in Vegas with Nuun If you enjoy the podcast, I hope you'll take a moment to leave us a rating. That helps us grow our audience! If you're looking for a way to support the show, we'd love to have you join us in our Travel Slack Community.  Join me and other travel experts for informative conversations about the travel world, the best ways to use your miles and points, Zoom happy hours and exciting giveaways. Monthly access Annual access Personal consultation plus annual access We have witty, funny, sarcastic discussions about travel, for members only. My fellow travel experts are available to answer your questions and we host video chats multiple times per month. Follow Us! Instagram: https://www.instagram.com/milestogopodcast/ TikTok: https://www.tiktok.com/@milestogopodcast Ed Pizza: https://www.instagram.com/pizzainmotion/ Richard Kerr: https://www.instagram.com/kerrpoints/ ✈️ What We Cover in This Episode ✈️ Google AI enters the award-search game Searching airline and hotel awards through AI Mode Direct integrations with travel programs Near-instantaneous results More airlines and hotels coming soon ✈️ Can you trust the results? Incorrect award prices Missing hotels and flight options Wrong partner-booking fees Google failing to catch contradictory date information Why knowing the right question to ask still matters ✈️ A live Google AI award-search experiment Searching Marriott availability around Braves home games A $700+ hotel room versus 48,000 Marriott points Where Google got the answer right—and where it didn't ✈️ Could Google replace award-search tools? The potential of flexible natural-language searches Why accuracy needs to improve first Where dedicated tools still have the advantage ✈️ Bilt adds Blacklane Booking chauffeur service through Bilt Using Bilt Cash and Bilt Points Airport pickups without rideshare roulette Richard's experiences testing Blacklane Convenience versus cost ✈️ When a $10 food order becomes $29 Uber Eats fees A new marketplace fee Small-order fees The economics of delivery apps ✈️ Air traffic controllers and "early shove" Two controllers reportedly leaving early The difference between scheduled staffing and actual staffing Why aviation accidents rarely have a single cause Building systems that account for human behavior ✈️ Ed's lifetime points-and-miles achievement His daughter gets approved for the Chase Sapphire Preferred Building credit with authorized-user accounts Helping young adults establish credit Using rent reporting as another credit-building tool ⏱️ Episode 452 Timestamps 2:07 – Marriott stays not posting and an MGM booking trick 8:34 – Google brings points-and-miles searches to AI Mode 10:38 – Richard tests Google's award search live 15:05 – Wrong prices, missing results and Google's accuracy problem 18:30 – Live test: finding a Marriott award during a Braves home game 22:49 – Would Ed and Richard actually use Google AI to book travel? 24:14 – Bilt's new Blacklane partnership 28:52 – How a $10 Uber Eats order turns into $29 30:50 – Air traffic controllers, "early shove" and airport staffing 36:06 – Ed's lifetime achievement: his daughter gets a Chase Sapphire Preferred

Special guest and familiar face, Charles Oswald joins the Suite Spot in his return to the TMG Hospitality Trailblazers series. As CEO & President of Aperture Hotels, Charles shares his insights on AI & technology in hospitality, capital investment challenges, and his vision for the Aperture Hotels brand.  Tune in now to the full conversation. Ryan Embree: Welcome to Suite Spot, where hoteliers check in and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello, everyone. Welcome to another episode of The Suite Spot. This is your host, Ryan Embree, here for another edition of our TMG Hospitality Trailblazers. Technically, a look back on a few years back when we visited with this particular individual and company trailblazing and paving the way forward in hospitality. That is Charles Oswald, president and CEO of Aperture Hotels. Charles, thank you so much for being back here on The Suite Spot. Charles Oswald: Oh, it’s good to be back. Thank you. Ryan Embree: Yeah. You’ve been busy. It’s been a long time. I had to look back and see the last time we visited here on The Suite Spot. We did our original hospitality trailblazers, really in the infancy of Aperture Hotels back in December 2023. A lot’s changed on that since then, right? So catch us up a little bit. What have you been working on? There’s been some incredible growth that we’ve seen with your company. Congratulations on that. But catch us up since we last visited. Charles Oswald: First off, so at that time when we had launched Aperture Hotels, we were coming out in the, in the wake of the pandemic. So if you kind of think back where we were three and four years ago versus today, there were a lot of properties that had gone through this economic shock, and there were owners who were reeling from that experience, especially those that had corporate business travel hotels as opposed to those leisure destinations that benefited from the pandemic. And so during that time, Aperture actually went on and took on almost 30 different properties that we added to the portfolio, that were, driven by those owners who needed a new management company to come and take a look at their, their with fresh eyes and take a look at their top line strategies, their expense controls. And so we had a lot of properties, and they were 100% of those properties were not through acquisitions, but were actually just performance turnaround assignments where they were switching management companies, to somebody to take a fresh look. So, with all that said, we found ourselves, walking into properties that were on, like, the sixth or seventh year of a five-year hold strategy for private equity firms or high net worth individuals and so on. And that quickly turned into turnarounds, which the story from us lately has actually been sales, a lot of sales, 20 plus sales over the course of this last year. And so today, as we stand here, I’m actually more rebuilding the pipeline with a mix of more management change assignments, plus a few pipeline of new developments. And those new developments are mostly, like, 100 or 300 room soft brand properties across the country. So yeah a lot’s changed for sure. Really rapid growth, really rapid sales, and now more sort of measured one at a time growth. Ryan Embree: Yeah, and I wanna talk about that, because I’ve had the privilege to talk to some management company owners and leaders, and they’ve kind of echoed that same sentiment of not just growth, but strategic growth. And that seems to be where you are right now, too. So when you kind of take a look at. I know you mentioned that particular segment, but when you take a look at the hospitality landscape right now, what makes the right strategic partner for Aperture Hotels right now as you kind of enter this cycle where you’re trying to build back up a little bit? Charles Oswald: You’re right. The right partner, it’s about fit. And when you look at the experience of our leadership team, we’re really engineered towards compact, full service hotels, lifestyle, premium select service brands. They can be brand or independent. We’d like to partner with owners that have some portfolio stable scalability. Preferably they own by that, I mean, they own more than one hotel, and there might be more than one opportunity there. You know, we wanna work with those owners that know what they’re doing, right? They’ve got some, some governance, sophistication, some decision speed. Hopefully, they’ve not just made bad investments when they’re turning over these properties, but really, they’re looking for some performance turnaround in a good investment. And preferably those are longer term holds. As you can tell, we did a lot of hard work for some turnarounds and watched them sell. And they sold largely to owners who had their own management. So that’s tricky for us, right? That leads us looking for more opportunities. So in terms of us in aperture and how we see ourselves in competitive points of difference is we’ve got a group that has hundreds of hotels of experiments. Myself, I’ve managed about 300 hotels now over the years, and they’ve ranged from little 60-room properties up to a thousand plus room convention hotels and resorts. And so what we bring is, we’ve got big experience in our leadership team, but we’re in a small package, right? A boutique-sized company that can give more corporate support to property ratio. And we’re very data-driven in how we use our decision-making tools to uncover those hidden business opportunities and the potential to drive market share and outperform GOP. Big experience, I’d say that corporate support, the data-driven decision-making process and tools, I think is really what sets us aside. And by the way, I’ll just mention that our average RGI that we’ve achieved in the first 18 months when you put us in place after another management company, the average RGI growth or repar index gains is actually just over 10%. So we’ve had, like, incredible turnarounds at the top line, which leads them to great bottom line improvements as well. Ryan Embree: Which makes it so much more impressive, too, with the climate right now. And these events that we go to would talk about operating and margins right now, and trying to be just efficient as possible, because costs are, are rising right now. It is certainly difficult to navigate, and I’m sure that experience that you’ve had has certainly lended itself to some great stories that you can then share to help grow that portfolio. And the other part of the experience that you were talking about is you have the data and the insights. And one of the places you find that data and insights is obviously hospitality events that are going on. I’ve had the pleasure of running into you at quite a number of these. If I’m not running into you, Charles, I’m seeing you up on stage conducting interviews or, or sharing some of your takeaways on LinkedIn after the event. You got a busy second half of the year. I wanna talk about these events, though, and how you kind of leverage them, right? So, why do you think these events, especially now, are so important? And then, how do you measure success of an event once it’s completed, whether that be a lodging conference, an investment conference, or whether it be, just an educational data event? Charles Oswald: Look, that’s a really good question. When you consider the time, travel budget, and the opportunity costs on an executive’s busy calendar to get out to these conferences and spend three, four days between the travel and the time out there, we’ve gotta be, we’ve gotta be very intentional, right, about how we approach it. So, I see value in going to these conferences because of deal sourcing and the relationship capital that we pick up. Also, I think there’s that market intelligence and the pricing signals that we get from those from this conference. There’s the access to capital markets. That was particularly important for me here recently as I was looking to as I’m in the process of acquiring a property right now in Phoenix, and when we needed to raise LP capital and we had those relationships these are people, again, we met at conferences. I think talent reputation, right, it’s important to get out there and continue to manage that. So those, those are a number of the reasons why we wanna get out to these conferences and why we think they’re important. But the measure of success, you’re right, for a data-driven guy, I wish I could put a specific number to it. Like, here’s the ROI from each of these conferences. It’s really difficult to. It’s really difficult to do, but I can tell you that, I do look back and, and aggregate those. I look at the management contracts we picked up, and I think of, “Okay, well, where did I meet these folks? And so what’s the average return?” And I can put a number to that. And I would tell you that in terms of the immediate return, what I’m looking for is if I can have three to five specific follow-up conversations, a result of that conference, then the trip was worth the cost. Ryan Embree: That’s great advice for young hospitality professionals out there. I mean, we have a great industry, and one of the coolest parts of it is you get to rub shoulders sometimes with those executives. So even those younger hospitality professionals that might be tuning in here, it’s a great piece of advice to when you can, obviously, try to get that exposure of networking and get out there because hospitality is certainly a big world, but it’s also a very small world, and you run into a lot of the same people. And again, this, just like you said, Charles, a lot of the stories, success stories, whether it be business relationships, some of those transactions could stem from sitting next to somebody at breakfast – Absolutely. On day two of a conference. Love to hear that advice, love to hear that those stay beneficial, because we love those. We’re hospitality people, right? We’re in that industry. Now, another thing you become kinda famous for your takeaways articles on LinkedIn. My advice would be to encourage anyone, definitely give Charles if you’re not already a follow, because you have some great insights and takeaways from some of the events that he goes to. So I’m gonna kind of put you on the spot here. If you had to do a takeaways article for the first half of 2026, maybe give us a couple points, and then if you could, maybe share some predictions. We’re hospitality people. We love to kind of predict, try to predict the future a little bit, so. Charles Oswald: Yeah. Well, maybe, maybe the biggest takeaway from the first half is that we’re not great in hospitality about predicting future. Ryan Embree: That’s a good one. Charles Oswald: So, as we rolled into 2026, there were a lot of folks that were saying it was gonna be, like, Groundhog Day, that we’re looking at flat, very modest, RevPar growth and expenses that, outpace, the top line. And I think what nobody saw coming was US demand growth in the first half of the year. Now part of this, I will tell you, if we look back in some panels, a year ago, I called part of this, which is I asked why is no one talking about the impact of the $30 billion increase in tax refunds that we’ll see, plus the real wage growth that’s happening, and what impact that could have on our industry? And, and a lot of people kind of poo-pooed and they said, “Well, you know, we don’t really know that the tax refunds are gonna be there. We don’t really know how those are gonna hit.” Okay. But we do. There was some, some mirroring it kinda like during the pandemic when you put money in people’s pockets, there were a lot of people that just went out and spent it. And so I did, I think that had a real impact on the, on the first half of the year. And then the other part that none of us saw coming, and I didn’t, was certainly there’d be a war in Iran and how the general global conflict can would affect the outbound travel case for the American traveler. So, that outbound travel, international outbound decelerated, right, while domestic leisure demand, stayed strong. So, that helped prop up the first half of the year. So there are some trends from the first half that I think will carry out to the second half. So for not getting in looking forward, I’d say that second half of the year, there’ll be more bifurcation. You know, we’re gonna see a continuing challenge to new supply growth, and we’re gonna continue to see labor costs rising, but at a bit of a decelerating rate. So if I were to expand a little bit on that, on the bifurcation, we’ve heard a lot of talk about the K-shaped economy. And really in that bifurcation, there’s some people talking about this hollowing in the middle class, and, and, and I think that’s actually very, very misrepresented. What’s actually happened is we’ve seen a growth generational wealth, over the course of the last 10, 20, 30, 40, 50 years. And this is a long-term macro trend, okay? The fact is that there are fewer poor today, about a third less than there were, you know, 40, 50 years ago. There are few, fewer lower middle class, and no longer is the core middle class the largest classification of income in America. But according to the BLS, Bureau of Labor Statistics, it is actually now the upper middle class is the largest class, right? So people are moving up on this continuum, and they’re more wealthy. So when you start thinking about that, what does that affect on our industry? That’s why we’re seeing this interest in, towards experiential travel, towards the soft brands, towards luxury, and why upper upscale and luxury tiers have been outperforming. So I think we’ll continue to see that as we go through the end of the year. And the other story I think we’ll continue to see is that new supply, right? Man, the plan, I mean, there’s, like, you know, 10% supply growth planned. But what actually happens, is just a, you know, a fraction of a percent. And so, in there, the challenge, you know, debt isn’t the problem anymore. It’s more about equity and construction cost relative to the commercial real estate valuations,in interest rate market environment that we’re in today. Ryan Embree: Yeah, so you have a little bit tampered demand, or tampered, building construction because of those construction costs. And do not underestimate, again, the willingness and ability for people and wanting to travel and have experiences. I still think they even the younger generation, they’re getting some more money in their pockets, and the first thing that they’re wanting to do is plan a nice trip, right, before they go out and, and buy those expensive things that, which was, was typically would happen. Charles Oswald: Yeah, and I wanna just comment one thing though is we’ve talked a lot about economic resilience, and that resiliency definitely exists in the US, and it’s more resilient than a lot of folks probably though it was when you look back in time. However, some of that does seem to be breaking here, right? You know, you are seeing rise of credit card debt. You are seeing some increases in folks, particularly at the mid-scale and, and, and lower income classes defaulting on car payments and things like that. And so if you start to make a decision about, you know, do I travel or do I pay my, my car, that is going to affect the industry, you know, as we go forward. And, and that’s gonna play a little bit in that bifurcation that we were talking about. Those who are on the upper end have watched unreal growth for the last few years in their stock market portfolios. You know, they, they feel a little bit more free and, and open travel. Ryan Embree: Yeah, it’s interesting. You’re right. You know, we always talk about still prioritizing travel, but travel over things. But when tho- those things become, like you said, payments or car payments, then all of a sudden the priorities start to shift a little bit. So it’d be interesting to see how that continues in the second half of this year. Now, another topic we that you’re gonna hear at every single hospitality show, it’s a bingo card, is AI and technology. And you, and you actually speak a lot. I’ve seen you on panels speak a lot to it in, in your interviews. Where do you think the hospitality industry, which we’ve said typically is one to slowly adopt technology? Where do you think we are in this cycle of AI adoption? And then maybe you could zoom in a little bit into your organization and, and where you’ve prioritized that, or maybe stayed away from it. Charles Oswald: Maybe we kind of break that down into sounds like three or four areas, right? I think, yeah, it’s what’s the biggest impact today? What’s kinda happening now? And maybe where’s it going? Sure. And, uh, and how do we play into that as a management company, right? Yeah. So I guess there’s four ways. In terms of the biggest impact today, it’s for sure it’s been, it, it, it’s been in distribution, right? Uh, GEO and AEO are the new SEO. And so, um, uh, maybe what’s accelerated hospitality is entrance into AI because the customer was using it to search for hospitality, and then all of a sudden we woke up and said what – Ryan Embree: Great point. Charles Oswald: It’s not just about keywords, but how, how do we become the answer to the question they’re asking? And so that’s, uh, that’s certainly the biggest impact today is on the distribution side. I think what’s happening in progress, we’re starting to see more in the areas of revenue optimization and design, right? Like on, you know, when it comes to new hotel renovations and they and developments. And then the future, where’s it going? I think we’re gonna see AI more in our, more closely integrated into our business analytics, like and that’s gonna extend into labor scheduling and productivity. I think we’ll see it help us in energy management and procurement. Things like F&B menu engineering both from the creative standpoint and kinda marrying that with the math, right? Like, what the cost of plate is and what the customer’s actually buying. And and that’s really important. IAnd by the way, that’s a weak spot, I think in the industry. There are an awful lot of management companies that are not very good on food and beverage side. So at Aperture, what are we doing? First off, I would say we lean really heavily on our tech partners to adapt, adopt AI for their analytics or reporting insights. And today insights has become the real opportunity, right? I mean, if you ask your BI system, you know, it’s one thing for them to be able to pull a report or show you some side-by-side comparisons, but the insights, like, why is this happening? You know, you can tell me, me what my flow-through is, it’s great, but, like, what should it be if we had run according to all the budget metrics that, like, that we put out there? They’re, they’re weak on that side, at least to date. So I think that’s gonna be the next step is that is conveying those analytics and reports to insights. And so, we’re keenly working with technology solutions that they can implement in those ways, and digital marketing efforts that help us improve the distribution that we were talking about earlier, GEO and AEO. And from a practical day-to-day standpoint, you know, we’ve incorporated, cloud enterprise solutions in our daily work and our applications, like, you know, Excel and SharePoint, et cetera, like a lot of other companies have. But we got plenty of room, plenty of runway there when it comes to AI. Ryan Embree: Absolutely. Yeah, 100%. So, uh, every day, yeah. every hour, it feels like sometimes with these announcements. Um, but yeah, you, you mentioned something really, really fascinating at the top of that, the answer of, you know, I think the adoption cycle sometimes with technology and hospitality has been slow because we’ve tried to, sometime, “Hey, download our app,” right? We’re, we’re trying to get the customer to move with the technology that we want them to move into, and the ecosystem that, that, “Hey, you know, do this.” And now, what’s happening is we’re seeing the consumer move into these LLMs and, and AI search, and now hospitality’s kind of been like, “We have to catch up because this is where our customer is,” right? So maybe that does cause a little bit of, uh, acceleration. So, because that is the biggest thing that we’ve been hearing as well, is just AI visibility. There is just this, this fear of a couple years ago, it was the fear of doing anything and being like, “I’m not doing anything with AI and technology. Now it’s like, now I have. My biggest fear is keeping me up, is I’m not being found on AI, uh, search engines and LLMs.” Charles Oswald: Yeah, let me tell you, like, just a great example, I was traveling not long ago, to Chicago, and I had a trip to Nashville, and I was just curious. I just, I went to Google – Yeah. And said, “Hey, what are the, what’s the best hotel in Chicago?” And it gave me a list of sponsored results. So it was like, I don’t know, half a dozen or so hotels there. And it gave me a list of, like, you know, here’s what says, and there’s like 20 properties there, and there is, AAA and Forbes, and there was the map and so all this stuff, and I’m like, “Wow, there, there’s, like, you know, 60 best hotels in Chicago.” And so then I moved over, just out of curiosity, I asked, uh, Claude, “What’s the best hotel in Chicago?” Gave me one answer, named one hotel, this is the best. And it gave me a little honorable mention list of three properties underneath it. I thought, oh, my gosh. And then I did the same thing with Nashville. I get one answer – Yeah. And it’s honorable mentions. And it really started making me think, oh my gosh, like, like, if, if only one hotel is gonna come up with that, how do I make that money? And, uh, and who is this, who is this, um, generative AI trusting? And so, so, so we began to dive really deeply in that conversation about, like, when, where are these trusted resort returns coming from, and how do we influence that, right? How do we make sure we appear there? Ryan Embree: 100%. Yeah, that’s the, the next race right now is to try to figure that out. And that’s difficult. Charles Oswald: Kind of back up and just elaborate, just one more comment – Yeah. Is just that, that, like, in Google, I mean, it’s, sure, it’s trusted. I don’t think anybody says that you don’t, you don’t trust Google on those returns and the 60 properties that it’s sent, but – Right. It’s returning the results that it wants you to see, the search engine. Whereas Claude, ChatGPT, Grock, others, they’re returning the results that, as the consumer, I wanted to see. Ryan Embree: And that’s, and that’s the, I think that’s the difficult because it almost changes into a little bit 40 chess, because I might ask the same question, and based on my search experience, it could look at a different best hotel in Chicago than could be your best hotel in Chicago. Once you go down that. Yeah. Charles Oswald: Are you Going there for business, or is it a wedding, or is the soccer team? Yeah, right. And it, it might know the purpose. It might know lis – a little something about you. You’re exactly right. Ryan Embree: Well, uh, uh, listen, I’m gonna take us back before we get to, into that to rabbit hole and, and lose everybody there, because one of my, uh, one of the favorite parts of the conversation, and we’ve done, you know, now this, I think we’re, we’re over 200 episodes here, but one of the, one of my favorite parts, uh, places of our conversation, Charles, back when we first spoke, was hearing the origin story of aperture hotels and, and the name for it. And so, uh, I wanted just to revisit that for those who may have missed that episode. Can you share that story again and why this whole shift your perspective, which you can find on your LinkedIn, your website, everywhere, that mindset has really resonated, uh, with, so well with, um, hotel owners, investors, and has, has been an important part of your s – your company’s success. Charles Oswald: Oh, wow. Um, you know, thank you for, uh, for asking that question, uh, and, uh, and it’s a reminder and the flashback. You know, so, uh, so what is an aperture, first off, right? It’s, it, it’s, it’s in that, you know, that, that, that camera lens that allows light, right, to, to, to pass through, right? So, so it creates a clear, well-composed image. And so I think from a hospitality brand, um, that maps into some of our values. Um, you know, we talk about transparency and accountability. We talk about clarity and vision, right? Like, an owner sees a, a hotel’s position, um, uh, potential, and we can help capture it, right? We help focus, bring focus. Precision and control, you know, I, I think that helps, uh, convey into our views on process orientation across the enterprise and, you know, and consistent execution. One of our core values is about being actively curious, right? Like, how do you scratch beneath the, the surface and shine a light on, on what that is, right? And, you know, what can we do to, to make, you know, to reveal those, those, the, the hidden business potential? We think about, you know, when we’re walking into the hotel and, and, and we’re touring our, our properties and, and, and looking for those, um, those guest experience improvements, it’s like, how do we make this, uh, picture perfect for the customer who arrives, right? What that arrival experience, what are the first moments of truth? And so I think all of those things, that, that transparency of clarity, vision, precision control, uh, you know, picture perfect, uh, all these things, um, sort of play into that aperture name. But I’ll be honest, there was another part of this, uh, which is that, you know, there’s, like, 400 hotel management companies out there, uh, and there’s hundreds more that used to be. Finding an original name is admittedly difficult. Every name you can think of has been, uh, used. Sure. Uh, we, we were fortunate, uh, to be able to find something that was original that didn’t, you know, pigeonhole us into something like, you know, calling ourselves, uh, Sunbelt Management or something like that. So, so, so that did work out well for us. Ryan Embree: Yeah. Well, I love it because, you know, you, you mentioned at the top that this was, you know, Aperture Hotels was really their origin story started during and during that COVID time, right? During and after that COVID time. And I think it was in those conversations, the companies and organizations that I spoke to that had a very clear North Star, a very clear direction of who they are and their culture during that time, because it was such a difficult time. So to have such a strong kind of name and you have all of those things, I’m sure that is, has been so beneficial for you as you continue to grow and scale, because you need that, right? You need something to kind of lean back onto and be kind of your Compass North, your North Star, however you wanna to phrase it. But I love to hear that. And like I said, it, it stuck with me all these years afterwards, so I wanted to touch on it again. And, um, I saw recently on LinkedIn that, uh, you and your team wrapped up a leadership conference in, uh, New Orleans. Tell us a little bit about that event and how, how instrumental the team has been, and also your, your success over at Aperture Hotels. Charles Oswald: Oh, that is. Well, yeah, that, that, that was a fun time. Uh, first off, getting together, getting our team together – Yeah. For that annual conference is my favorite part of the year really energizes me. Um, you know, I’m so grateful for, for, for, for the team that’s doing this work on the ground and, and the leadersh – uh, we have out there in the field. You know, I think often we talk about performance. We send around our balanced scorecard. We measure and we rank people and, and, uh, you know, we talk about process and so on. And that, and that’s, that’s an important part of the, uh, uh, of what we cover in the, uh, in, in our annual leadership co – uh, conference as well. But, um, but I think when you’re rubbing elbows, uh, you know, you’re in the same room with everybody. Uh, there’s, there’s a different level of, you know, preparation, focus, and curiosity, you know, team member bonding and relationship that happens. And, you know, and I love how in the aftermath of these conferences, we, you know, we hear about how, you know, the general manager, you know, in, you know, in the US West, it’s called the general manager in the US East, and they’re – Sure. They’re getting together and collaborating now on, on, on best practices and, and how they dealt with certain challenges maybe that are shared experiences that they’re having. So that’s where it happens, right? I mean, you get out there in a conference together like this where I think i- ideas get sharpened, uh, perspectives broadened. People learn, you know, here’s some insights, and they, uh, you know, share in their experiences. They challenge each other. And, uh, we, and, and we come out of it just, uh, winning together. And by the way, I should mention also, there’s some really great food, uh, so – Oh, I know. Yeah, yeah. Sorry. New Orleans. Uh, I’m a big eater. Ryan Embree: Yeah, that, that helps too. Uh, Charles Oswald: A few extra, but I’ve never missed one. And, uh, New Orleans is a great place for someone to like me, that’s for sure. Ryan Embree: Yeah. We, well, we talked about how quickly things are moving right now in hospitality, and it’s so important to kinda get everybody together in one place. And we’ve seen how you prioritize, obviously, the, the bigger hospitality events across hospitality. So sometimes to get that dialed in with your team, just so important. And great to hear that that continues to be. ‘Cause if you remember back in the day, we were hearing that that was gonna be the end of this, by the way. Everybody was gonna have these leadership conferences on Zoom, and everyone was gonna love it, and nobody was going anywhere. So, uh, love to see that that, that prediction didn’t come to pass. Now, you’re – Charles Oswald: Yeah, you know, the funny thing about that, Ryan, is – Sure. Is that we’re out there in hospitality on the sales front. We were telling our companies, our clients, why they all need to get together. And hospitality companies are like, “Well, but, but we’re gonna do it on Zoom.” Ryan Embree: Right. Right, exactly. Right? We gotta practice what we preach a little bit Charles Oswald: Both Sides of our mouth, right? Yeah. Yeah. And, and enjoying some of the hospitality, uh, that we provide every single day, right? So, so you’re headquartered in Atlanta, Charles, you’ve got. But the portfolio spans across the country, you mentioned it. Are there any particular markets that you’re seeing strong opportunities and maybe some that you’re cautiously maybe staying away from for a bit right now? Charles Oswald: Well, uh, first off, the Atlanta part. Um, right? I mean, we’re, we’re the transportation hub of the Southeast, but, uh, arguably the country and the world with the world’s biggest and busiest airport. So when we talk about, like, w- where we’re willing to go, we’ve got a competitive advantage from here in the, uh, in that we have more direct flights to more cities across the country and the globe than any other, an- anybody. Else, right? Uh, coming out of, uh, the world’s biggest and busiest airport. So, so that’s, uh, that’s, that’s really nice and not to mention there’s a, there’s certainly a lot of drive markets, uh, that are within four, four hours of, uh, of Atlanta. So, um, so yeah, that makes us pretty opportunistic when it comes to, uh, uh, hotel management assignments. You know, ideally, uh, you know, we’re looking, ideally we’re, we’re looking at, you know, those top 100 or so cities. Ideally, you know, we, we, we certainly have better presence in the eastern half of the US, but we do span from Florida beaches to coastal California. In terms of the type of markets that are, that are more ideal and better fit for us, you know, generally speaking, they’re, you know, a lot of the, the southern markets are, uh, you know, certainly performing well. They’re business friendly. We avoid union hostility, uh, where, whenever possible, right? Sure. And, um, you know, th- those are the type of markets where we’d wanna go. And in terms of, of the type of hotels, you know, again, I think leaning towards the bifurcation that we know exists in, uh, in the industry that kinda says, you know, you gotta be great at, uh, soft branding experiential properties, right? And some lifestyle assets. And, and so that we’re, we’re, we’re leaning that direction. And you see it in our pipeline. You know, so, so our pipeline includes, you know, includes today, uh, multiple Marriott, Hilton, soft branded assets, like, like Tribute and, you know, and Tapestry Autographs. We also have, uh, some brands like Compass by Margaritaville sitting in the pipeline, right? And, and independent. Um, so, so really cool, exciting places where we get to create our own brand, really, our own store – Yeah. Based off of the building that’s there. And all of those new development projects that we’re talking about have, um, they have a lot of credit. I mean, that’s the only way you can pull these off today is if you’re, if you’ve got historic tax credits, you know, so we’ve got that in multiple places and hundred plus year old buildings. It’s, you know, great stories to tell. Uh, we’ve got, uh, you know, tax increment financing, PIDs, we’ve got enterprise zone, we got the CIPLA, you know, many other different factors that have played into making a capital stat that actually works. Uh, and that’s the way to, you know, that’s, that’s the way we’re getting it done and, uh, on the new development side. Ryan Embree: Well, those are fun projects, let me tell you. Um, I, I, I’m sure to work on, because it’s like you said, I mean, you get to tell a story there. Um, sometimes there’s a story already ingrained with these historic buildings that then become a, a key foundational component of, uh, you know, what you’re building on, um, so to speak, and, you know, uh, literally and figuratively when, when it comes to your maybe digital story. So, yeah, very, very cool to see. We’ll, we’ll, we’ll be excited to watch, watch those come to, to life. I want to. We’re, we’re wrapping up here, Charles, but I always feel like it’s always my duty, you know, having the privilege to talk to leaders like you, try to just get as much inside advice as I can out of you during this time. Obviously, as a business owner, you know, starting a business never easy, so much vision, resilience, incredible amount of commitment, especially doing one where you started it during a historic time and around COVID, right? But looking back on your journey building Aperture, you know, what advice would you give maybe to the next generation of hospitality leaders? It doesn’t necessarily have to be about if someone’s wanting to build their own, uh, management company, but e- even just a hospitality professional just now today in 2026? Charles Oswald: That’s a good question. You know, some things that come to mind is, uh, it’s a one in whatever business you’re, you’re doing, if, if you’re trying to be entrepreneurial and you wanna be an owner, I’d say, you know, choose your partners carefully, right? If you’re coming up in the business, I’d say, um, master the numbers, you know, not just your gut. If you’re, you know, you’re, you’re, you’re in the hiring seat, uh, uh, as a, as a team leader, I would tell them to, um, make sure they treat people decisions as serious as the capital decisions, right? Very, very important. I think from a business development standpoint, uh, I say those guys that are trying to, you know, build a, a portfolio need to y – learn to, to read the deal and not just as an operation. I think young or old, we should embrace the tech shift. I couldn’t believe I, I have some college professor friends, I do some advisory work at several universities, and I listen to, uh, college professors and some students out there, uh, who are very, being very resilient, r- resistant to AI, talking bad about it, they view it as a threat. And, uh, I’m like, “Hey, guys, y’all need to know that we do employ people, employers are looking for those young folks to come out with some experience and exposure and learning, uh, you know, and, and, and to have some insights in how to, how, you know, we cannot adopt AI at our companies.” And, and, uh, you know, you’re doing an injustice if, uh, if you’re resisting tech shift. Uh, so, and lastly, I would say think about your reputation management, right? Like, like, protect your credibility with your owners, with your franchisors, like it’s capital, because it is. Ryan Embree: Great advice. Sound, sound about. We got. That was comprehensive. Thank you for, thank you for sharing that. No, really appreciate it. Like I said, you know, uh, try to glean as much as I can out of these conversations and share it. Um, all great advice. Um, you know, hopefully we don’t have to wait three years next time to have you back on the podcast. Would, would love to catch up with you then, but who knows where, where you’ll be and, and the growth, uh, of Aperture Hotels. But what’s next? Like, as we wrap up today’s final question, kinda what’s your vision for the future as you look into the, this latter part of the half of the 2020s, right, for Aperture Hotels? Charles Oswald: Yeah, I think, um, being involved in a few developments is, is, you know, the one side. I’d say there’s just ongoing organic growth of, uh, taking on, on, uh, new management contracts, and they’ll probably mostly still be through, management company transitions as opposed to actual ownership transitions. And then, look, M&A is on the table, right? We, we’ve studied, uh, a few other small management companies that we can maybe, uh, acquire or merge in with. And I think that’s, yeah, I, I’m continuing to be open to that, uh, that conversation and, and, uh, uh, I hope to probably do just one. Uh, I don’t think multiple, but, but, but probably just one that’s really the right fit and the right strategic play. Ryan Embree: Awesome. Well, we’re excited. It’s been cool to watch your journey and aperture hotels from when we first spoke with you to here we are now and wish you nothing but success. So thank you so much, um, for taking the time to, to spend some time with my, myself as well as our sweet spot listeners, Charles. Charles Oswald: Yeah. Thank you. It’s great chatting. I appreciate it, Ryan. Ryan Embree: alright. Thanks, everyone. We’ll talk to you next time on The SuiteSpot. To join our loyalty program, be sure to subscribe and give us a five-star rating on iTunes. Suite Spot is produced by Travel Media Group. Our editor is Brandon Bell with cover art by Bary Gordon. I’m your host, Ryan Embree, and we hope you enjoyed your stay.  

Attachment repair is a skill, not just insight. Swedish clinical psychologist and SecureBase Lab founder Martin Jonsson explores how attachment healing extends beyond individual therapy and into relationships and community. Martin shares how peer support, shared experiences, and practical secure-relating skills can create opportunities for attachment repair, while exploring the roles of spirituality, sexuality, and belonging in building deeper, more secure connections. “Community is about horizontal empathy, not hierarchy.” – Martin Jonsson Attachment Isn't Solo Work: Healing Through Community with Martin Jonsson (310) 02:21 Spirituality and its role in therapy 09:21 Community as a space for attachment repair 11:23 Difference between groups and communities 14:54 Horizontal empathy and attachment in community 19:56 The integration of attachment theory in recovery models 22:26 Peer support and corrective emotional experiences 25:52 Language of attachment and shared understanding 28:27 Accessibility and inclusivity in attachment work 30:44 Sexuality and attachment patterns 34:09 Impact of attachment on intimacy and boundaries 40:44 Working with unconscious shadow aspects in community 45:16 The role of mentalization and affect regulation 49:38 Resources and upcoming workshops About our Guest – Martin Jonsson  Martin Jonsson is a licensed clinical psychologist, educator, and founder of Secure Base Lab, an attachment-informed therapeutic community integrating attachment science, experiential psychotherapy, and relational approaches to support psychological growth and relational wellbeing. For more than twenty years, Martin has worked at the intersection of psychotherapy, education, and transformational learning. Alongside his clinical practice, he has facilitated groups, trained professionals, and designed experiential learning programs across healthcare, education, social services, and personal growth. His academic training includes degrees in Clinical Psychology and Sexology, complemented by extensive postgraduate training in attachment-based therapies, including experiential dynamic therapies, as well as supervision training. His work is further informed by contemporary attachment research, affective neuroscience, interpersonal neurobiology, and experiential psychotherapy. Today, Martin combines clinical practice, teaching, writing, and facilitation with the ongoing development of Secure Base Lab. His work is dedicated to bridging rigorous psychological science with the timeless human need for belonging, helping people move beyond understanding themselves toward experiencing—and creating—the kinds of relationships in which lasting change becomes possible. Click Here to see Martin’s full bio.  Resources for Attachment Isn't Solo Work: Healing Through Community with Martin Jonsson (310) The Secure Base Lab – Website, resources, workshops and more @TheSecureBaseLab – Official Instagram page Please support our sponsors – they keep our podcast free and accessible to all!  SimplePractice is an all-in-one EHR that is HIPPA compliant, HITRUST certified and built specifically for therapists. If you are ready to simplify the business side of your practice, now is a great time to try SimplePractice. Start with a 7-day free trial, then get 50% off your first three months. Just go to SimplePractice.com to claim the offer. Beyond Attachment Styles – Deepening Security in Yourself and Fostering More Secure Relationships Course available NOW!  LIVE Q&A SEPTEMBER 25TH! Everyone’s heard of attachment styles – but you likely don’t know how much the popular press gets wrong and what the science actually says about how to improve your relationships long term (including how we relate to ourselves).  This course is for anyone wanting to more deeply understand attachment (styles vs patterns), unconscious defense activation patterns, implicit scripts… and most importantly, what to do once you do get activated!  Online, Self-Paced, Asynchronous Learning with Quarterly Live Q&A’s! Earn 6 Continuing Education Credits – Available at Checkout. As a listener of this podcast, use code BAS15 for a limited-time discount. Or read Marriott & Kelley’s critically-acclaimed book, Secure Relating: Holding Your Own in an Insecure World (HarperCollins,2023) for the most in-depth experience of learning about Secure Relating. Therapists love it, but it’s accessible to everyone.  If you aren’t interested in the background science, just start at Part 2 and we will be talking directly to you – it’s fun! You are invited!  OK for those of you who refer others to the pod, use it professionally or consider yourself nerdy and just love this stuff, hello, you are our people! Join our exclusive community to get exclusive bonus content, early access to training opportunities, and an ad-free, private podcast feed. It’s this warm community that allows us to donate half of all corportate profits to mental health access for marginalized peoples.  Sign up for our premium Neuronerd plan!! Click here!! 

How do you scale a boutique hotel company without losing the creativity, personality, and local connection that make independent hospitality so special?In this episode, David Millili and Steve Carran sit down with Jorgan von Stiening, President of Palisociety, to explore the strategy behind scaling a successful boutique hotel company while staying true to its brand and guest experience.Jorgan shares his journey from accounting and hospitality consulting at Ernst & Young to joining Palisociety and helping the company grow from three hotels to a much larger portfolio across multiple brands and markets. He also breaks down Palisociety's partnership with Design Hotels and Marriott Bonvoy, explaining how the company is using Marriott's global reach and loyalty base while maintaining its independent identity.In this episode, you'll learn:How to scale boutique hotels without losing their identityWhy systems and SOPs are critical to independent hotel successThe business value of in-house design, marketing, and brandingHow Marriott Bonvoy is changing Palisociety's customer acquisition strategyWhat major events like the 2028 Olympics could mean for Los Angeles hotelsThis episode is sponsored by Sip Tea: https://sip-tea-path.com/Watch the FULL EPISODE on YouTube: https://youtu.be/HNlQ5NDIyJoLinks:Jorgan on LinkedIn: https://www.linkedin.com/in/jorganvonstiening/Palisociety: http://palisociety.com/For full show notes head to: https://themodernhotelier.com/episode/324Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

A bombshell estimate flips the script on who actually leads in B2B hotel bookings, Marriott presses its sales teams to close a $1.55 billion gap in group bookings for 2027, and AI-generated hotel videos on TikTok are misleading travelers about properties they can actually book. On today's Skift Daily Briefing, Bailey Schulz, Skift's Global Tourism Reporter, breaks down why a new analyst estimate suggesting Booking Holdings leads Expedia in B2B room nights could reshape how the industry thinks about OTA competition, what Marriott's internal stretch goal reveals about the group booking market heading into 2027, and why TikTok Go's AI-generated hotel videos are a real problem for travelers and property owners alike. This episode is brought to you by ZS Articles Referenced:Booking Holdings vs. Expedia in B2B: Bombshell Estimate Says Booking Leads in Room NightsMarriott Presses Sales Teams on $1.55 Billion Gap to Goal for 2027 GroupsAI-Generated TikTok Go Hotel Videos Connect with Bailey Schulz Connect with Skift LinkedIn: https://www.linkedin.com/company/skift/ WhatsApp: https://whatsapp.com/channel/0029VaAL375LikgIXmNPYQ0L/ Facebook: https://facebook.com/skiftnews Instagram: https://www.instagram.com/skiftnews/ Threads: https://www.threads.net/@skiftnews Bluesky: https://bsky.app/profile/skiftnews.bsky.social X: https://twitter.com/skift Subscribe to @SkiftNews and never miss an update from the travel industry.

Send us Fan MailThis week, the guys dive into the latest on the 2026 Dragon Con guest list, including new announcements and some unfortunate cancellations. We touch on the 40th anniversary, and which big names are worth planning your weekend around. All that plus Summer Glau and Finn Jones in the Marriott elevators, why Two Guys a Girl and a Pizza place deserves a reunion panel at Con, Kyle Chandler is an awesome Green Lantern, and one gross Tiara on Widow's Bay. All that and more on this week's episode of DragonCon Survival Guide!Gary and Taylor, lifelong friends and self-proclaimed Dragon Con/Convention experts, talk tips and hacks to get the most out of your con experience - while saving as much money as possible – and whatever nerdy stuff crosses their minds. Save more at cons to spend more at cons! New episodes drop every Tuesday.Find DragonCon Survival guide on Facebook, email us at Dragonconsurvivalguide@gmail.com, or shout to the DragonCon gods in Downtown Atlanta at 2 AM.Thanks for liking, sharing, subscribing and listening!DragonCon Survival Guide is a Top Wop Studios Production.

Humanities Radio Presents COMM 3520: The Overlooked Beauty of The Marriott Library JT Downard For many, the library is associated with shushing librarians, that robust book smell, and the occasional ping of a random document being scanned in or out. But it's much more, JT Downard takes a closer look behind the cover.

The Suite Spot attended the 2026 Hotel Data Conference and had the opportunity to interview some of the best and brightest hospitality leaders in the industry to gain their insights and perspectives on prevailing data trends, AI & technology, how to optimize the guest experience and much more.  Be sure to watch the full episode if you missed any of the action from the 2026 Hotel Data Conference.  Special thanks to: Amanda Hite, Jan Freitag, Erica Lipscomb, Max Spangler, & Sam Trotter. Ryan Embree: Welcome to Suite Spot, where hoteliers check in and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello, everyone. Ryan Embree here at the 2026 Hotel Data Conference here with STR President Amanda Hite. Amanda, great to see you again. Congratulations here. This is our first time at the Hotel Data Conference. Amanda Hite: Oh, wonderful. Thank you. Ryan Embree: Record attendance was just announced. Welcome to The Suite Spot. We’re excited to be here. It was a ton of excitement that we just saw. Tell us a little bit about this event, and we were talking off camera about, do you ever expect it to be what it is right now? Amanda Hite: Yes, we started it 18 years ago with a couple hundred people, maybe. The very first year we’ve always had it in Nashville. This is our home base for the STR part of our business. Most of our employees are here that are in the US. So we started it with a way to connect with customers and more importantly, like, we all have this curiosity about the data. You know, we’re constantly in analyzing, looking at trends in the industry, and we wanted to get people together to hear what are you seeing and let’s talk about it. And that’s really how this started. So it’s, I think it’s for me, my most proud part of this conference is the feeling that everyone has when they come in of being really open and curious and wanting to learn from each other. So you get some really good dynamic conversations happening in the networking breaks and in the hallway. Ryan Embree: Well, it’s such an important time right now too, right? ‘Cause people are already starting, if you can believe it. Well, actually, probably you can look in 2027. Amanda Hite: That’s why we do hotel data conference when we do it. Exactly. It’s budget season. Ryan Embree: Brilliant. Brilliant. Right? And, you know, you just got off stage, like I said. One of the fascinating pieces, like I said, we weren’t here last year, but this is our first time. You said when you first stepped on stage, there were, and you showed some of those original numbers. There was a little bit of a gap in the audience last year. Amanda Hite: Yes. Ryan Embree: But this year, a little bit different story. Amanda Hite: Yes. We had a much better forecast to reveal this year. Last year at this time was when we took the forecast down to reflect what was happening in the industry. And this year, we raised the forecast, not just for the rest of this year, but also for 2027. Ryan Embree: So great to see. And a really cool inflection point, I made a note here, revenue for the first time outpacing expenses, right? What does that mean for hoteliers? Amanda Hite: Yeah. So we finally see the pace of growth on the revenue side outpacing the expense growth. I mean, we’re in a high inflationary environment. Expense growth is something that will continue and hoteliers are having to deal with. But to see that we’re actually going to get some GOP gains, it’s, it’s super helpful. I mean, the point I made this morning though is our margins are not growing. Yeah. So we’ve got some room to grow efficiencies and productivity within the hotels to try to get margins to grow at the same rate of GOP growth. Ryan Embree: Yeah, yeah. It’s challenging right now. And one of the things we’re doing to combat, or CoStar’s doing combat that, bottom line data being added to the product. What’s that mean for the hotel industry? Ryan Embree: Yeah, so within STR Benchmark and the CoStar platform, we introduced at the end of the first quarter our profitability benchmarking. P&L is something that STR has done for 30 years. We did it on an annual basis. And we introduced our monthly benchmarking back in 2020, literally as the world shut down. So maybe not the best timing. But of course, now we’re prepared in an environment like we are today, a very complex operating environment for our hoteliers. It’s, yes, we need to grow revenues, but we must make sure that that is flowing through to the bottom line and that our operators and owners are actually making money. And that’s not been the case in many types of hotels and many markets around the country. So we’re trying to make sure that we bring that visibility of not just the top line growth that we want to see for the industry, but the flow through all the way to the bottom line. Ryan Embree: Yeah, I’d love to see that. And, you know, another thing that we’re gonna hear constantly about at, and at this conference is AI, right? So I guess the overarching question would be more of like, how are you incorporating AI into your products right now? Amanda Hite: This is when I’m so thankful that we are a part of the CoStar Group entity. If you follow our other brands, homes and apartments launched AI in their products earlier this year. So we’re continuing to build off of that. We will have AI search in the CoStar product in the same way that you see in apartments and homes. But for STR benchmarks specifically, what we’re thinking about is making sure that we’re integrating AI into the product, not just sitting on top of the product, but like we interact with the clients all the time on the analysis in the industry. So we want to bring that through AI into the product for our customers to use. So we love when they pick up the phone and call us and wanna talk about data. Right. But we also wanna make it easier for them to surface it within their portfolios in product. And so that’s the path that we’re going down to bring that intelligence in the product and analyzing and spotting the trends, knowing what to look at or sometimes not look at, right? Sometimes it’s a great point. It’s just as important to say like, “Hey, I only have a limited amount of time. Where do I not need to spend time right now?” And that can be tricky, especially when you’re looking at a larger portfolio of trying to discern where, what makes the most sense to drive profitability for my business, for me to spend time on right now. Ryan Embree: 100%. Those complexities and driving efficiency so important right now. And turning those data, that data into actual insights. That what one of the promises of AI. So reason we’re here at the Hotel Data Conference, thank you for taking the time. We’ll, we’ll let you get back. I know you’re hosting almost 900 hoteliers here. So we’ll let, let you get back to Amanda. Thanks for stopping by. Amanda Hite: Thank you, Ryan. Appreciate it. Ryan Embree: Hello, everyone. Ryan Embree here with The Suite Spot live on location Nashville at the 2026 Hotel Data Conference here with Jan Freitag, National Director at CoStar. Jan, thank you so much for taking some time and very busy. You’re hosting almost a thousand hoteliers here. Jan Freitag: Yes, 18th year. Sold out again. So heads up, next year we’ll sell out again. But thanks for being here and sort of taking the pulse on the industry. We appreciate it. Ryan Embree: 100%. Congratulations. Amanda Hite opened us this morning saying last year when she unveiled the forecast, there were audible gaps in the crowd. I feel like behind us, people have been skipping, jumping down, up and down this escalators. Share with us, we got a revised forecast. Jan Freitag: So we’re proposing that RevPar this year is up 4.4%. So that is the second upward revision we had to make, quote unquote. And the data’s just so strong. But then that means that next year, we’re gonna see growth, but it’s much slower global. So next year we’re thinking that RevPargrowth is gonna be like, you know, 2-2.1% or so. So the negative way to say this is, “Oh, our growth rate is cut in half.” The positive way to say this is like, “Oh, we have growth on growth, right? 4% this year, ne – 2% next year.” Ryan Embree: 100%. I mean, a lot of people are going into, you know, we’ve talked to hoteliers here on the Suite Spot, going into their budgets. These are very, very important numbers for them as they go into their budgets because they wanna forecast. When we met last, we were at NYU. There had been zero soccer games played in the US. Now, 104 games later, we got a crown champion. Obviously had a big impact. We’re gonna talk about that in a minute. But that strong performance, one of your big takeaways from this morning was strong performance is gonna equal some tougher comps in 2027, right? Jan Freitag: Yeah, absolutely. So we had arguably easy comps this year, right? The Q2, three, and four RevPAR performance last year was negative. So yeah, we would outperform it this year. That was not a question. But because, RevPAR in the second quarter was up 5.7%, that is a, a very stout result, obviously driven in June, partially by the World Cup remember we’re gonna talk about. You know what that means for next year is, oh wow, we’re not gonna see that performance again. And so my conversation this morning with hoteliers is all about, okay, so how do you massage your owner? How do you have this conversation with your owner, with your team to say, look, there’s still gonna be growth, but we really have to think about this. And I heard this this morning from an asset manager at next year as a year of 10 months and two months, you know? So really take June and July out of your annual number and say, okay, so what’s the growth for that? And then, yeah, June, July is just gonna be tough cost. Ryan Embree: Yeah. Probably something that a lot of markets who hosted Taylor Swift a couple years ago had to deal with. And then maybe what LA’s gonna have to deal with in 2029 after the Olympics in 28. Jan Freitag: Yeah, exactly. So we’re already talking now about the Olympics. We’re gonna talk about, obviously the World Cup in four years over in Europe and what is the performance there. So these sporting events are just the gifts that keep on giving. Ryan Embree: Yeah. Yeah. And, and travelers continue what we heard this morning. Consumers continue to prioritize travel, which is really, really great for obviously our industry. But not without its cautionary tales, you also had a watch your margins kind of take away from that. Maybe expand on that a little bit. Jan Freitag: Yeah. So we’ve had for the last year and for the last couple of years, really this interplay between room rate growth and the rate of inflation being higher than room rate growth. And we’re taking the rate of inflation sort of as a proxy for how much more things are expensive. And the costs for hotels are obviously going up. Higher labor costs, higher insurance costs, higher food costs, higher costs, inner energy, everything. So if your costs are going up in order for your margins to expand, you need to drive room rate or revenue faster than the cost increase. And that just is not happening. So my colleague Isaac Collazo spent 55 slides and an hour explaining how margins are decelerating, unfortunately. Now, the total dollar amount, we’re everything gets more expensive, but it also means we’re having more money available as profit. But the margins are coming down. And that’s really the, maybe to me, the main takeaway from HCC this year for the budget conversation for 2027 is watch your margin. Ryan Embree: Efficiency is always looking for that, especially in these tight margin areas. And then lastly, you know, your whole presentation this morning was themed around the World Cup. And, and I do wanna bring it up because, obviously there was the quote was 104 Super Bowls. Yeah. Right? And you kind of explored that case a little bit. Found out maybe that might not be the case. Jan Freitag: Yeah, exactly. So the FIFA president had said at the time, just to explain to American audiences, “Hey, we have 104 soccer games and they look like 104 Super Bowls.” That is of course not the case. And that was never meant to be the case. Super Bowl is the largest cultural sport event in America. It happens once a year, right? And to sort of translate that was, I thought always a little silly. So it turns out that the 104 Super Bowls did not come to pass, and it was more like 30 Super Bowls, maybe if that. So yeah, it was still a very healthy impact. If you look at the markets that Hosta gave Kansas City, New York, Philadelphia, Boston, very, very strong room rate growth. Interestingly, in some markets, actually, occupancy declines. We saw that specifically in Vancouver, but we saw it in Atlanta, we saw it in Boston. Why is that? Well, because corporate America, meeting travelers, meeting planners said, “You know what? I don’t need to compete with the Tartan Army in Boston for our meeting. You know, let me just stay away. Let me have that meeting in August, or let me move that meeting to Chicago,” for example. Sure. Chicago had a very, very strong June, July meeting calendar. So it’s, um, the, the room rate increase was absolutely expected and is exactly what came to pass. It just wasn’t Autumn for a Super Bowl. Ryan Embree: Yeah. I mean, that just proves we are, uh, a collective of markets. Things are gonna be obviously different in each one. Yeah. Uh, with different factors there. You know, a- and there’s also an interesting stat, fascinating stat, I wanna bring it up, about booking windows, um, that, that you brought up there. Yeah. If you wanna expand on that. Jan Freitag: So I got this totally wrong in the run up to the World Cup because I thought, look, if somebody books that FIFA ticket a year out, and the airplane ticket’s six months out, surely they would book their hotel three months out. Yeah. That did not happen. Right. And so we saw specifically the chart that I had this morning for, uh, arrival dates, June 11, 12, 13, 20 basis points of, uh, 20 points of occupancy was booked after June 8th. Wow. So that’s a booking windows of, like, three or four days. Wow. For an event that you knew what happened, I mean, six years ago. Yeah. You know? And you had a ticket from one year ago. So I just completely though that the, uh, the, the leisure traveler, the, the soccer traveler would also book their room way ahead. That did not come with us. Ryan Embree: Very interesting. I wonder if that’s a macro trend happening right now, those booking windows starting to shorten a little bit. Jan Freitag: Yeah, and maybe that’s a takeaway for our friends, you know, in LA who are hosting the Olympics. Hey, you know, be very mindful how you match that booking window. Ryan Embree: Lessons from history learned there. Yes. Um, final as we wrap up, I always li- like, like to get any, you know, you look at a lot of data. So any interesting, uh, like, data points that really stood out or surprising? Jan Freitag: I mean, the July data came out yesterday and the luxury class RevPar growth was 16%. Ryan Embree: Wow. Jan Freitag: Talk about A, amazing, but B, A, tough comps. Yeah. In July of next year. But it was an amazing, amazing performance. July was very, very strong. Um, and June as well. So we clearly saw, you know, July was helped a little bit by 4th of July, World Cup, uh, 4th of July calendar year, but also the World Cup, obviously the final and the bronze medal games. They all, they all helped. So July was strong, June was strong. So now I think things are getting a little bit more normal – Yeah. Early on end. Ryan Embree: Awesome. Well, we’ll continue to look ahead as you will, but thank you again for taking time out of your busy schedule, Jan. Jan Freitag: Thanks for being here. Thank you. Ryan Embree: Hello everyone, Ryan Embree here with The Suite Spot. We are live on location of the 2026 Hotel Data Conference. I am here with Erica Lipscomb, EVP of Commercial Strategy at PM Hotel Group. Erica, thank you so much for joining me on The Suite Spot. Erica Lipscomb: Well, thank you for having me. Very excited to be here. Ryan Embree: Yeah, first time here on the Suite Spot. Yes. But not your first time here at Hotel Data Conference. Erica Lipscomb: Not my first time at Hotel Data Conference. This is conference number eight. Ryan Embree: Okay. Yes. All right. Hotel data conference. You obviously are no stranger, you’re a pro. What do you call a hotel data conference a success kind of reflecting back? What do you come here to accomplish and to learn? Erica Lipscomb: You know, I, again, this is our start of budget season. Sure. Right? Yeah. So I actually, uh, had dinner with Amanda last night and said, “You do realize what you’ve done here, right? We cannot even start our budget calendars until there’s an HTC.” Yeah. So really what I look forward to is not coming here just to hear that the amazing news of an increase year over year, or that we’re gonna increase in the year for the year. Sure. But what are those things that I can take away that can make it tactical for our teams? Mm-hmm. So learning from industry leaders that are here. We have amazingly smart people that are here at this conference. And we’re really drafting and shaping what the industry will look like. So what are those learnings? And then how do I make sure that we trickle that down within the organization and get them to our teams? Ryan Embree: Which can change so rapidly, right? As we know – Absolutely. It’s gone from, uh, a yearly change to almost, it feels like a weekly, especially with the AI and technology conversation. Yes. You were on a panel last year here at this same conference. I’m curious, what were some of the conversations then versus now? Erica Lipscomb: Yeah. And very different. I think it’s been extreme polar opposites. Okay. I feel like last year, there was a lot of conversation about AI. Mm-hmm. But more on the what is AI. Mm. And how are we gonna use AI? Yep. And it’s already started in conversations this morning. You know, we started networking last night, and most people are now really talking about what is AI doing for us to make sure that we’re efficient, making sure that our teams are effective, um, ensuring there’s profitability back to our owners. So it’s gone from a concept – Yeah. To now actually, how are we utilizing AI to be better in the industry, but keeping the forefront our customers? Ryan Embree: It feels like we’re in the sandbox now, right? And there’s a lot of companies out there trying different things. It’s the exploration process and, you know, maybe some success, but even, uh, lessons in the failure. Uh, I, I’ve been hearing a lot about that as well. So hotel data, obviously data is the name of the game. Yes. Still one of the most important tools I feel like right now on our quest of guest personalization. And so much it can do to kind of like what you said, prepare us for the rest of 2026 and even into 2027. Right. How is PM Hotel Group kind of leveraging data for growth and, uh, experiences? Erica Lipscomb: So actually you started with, with growth and experiences. Yeah. So really starting with growth. Yeah. We really are starting with AI in our business development side of our, our, of our home. Sure. And really how are we looking for the right clients that fit PM? Yeah. How, again, when you look at, uh, BD, it’s a relationship. Mm. So who are those owners? Who are the asset managers? What do their teams look like? Is that a right fit? And how can we help them grow? So that’s really the act – acquisition of the client and the customer. And then when we get to the property level – Right. Then as an enterprise, as a support center, what we’re looking to do is how do we use data, which is the, the heart – Yeah. Of revenue optimization. Sure. How are you using that data to make sure that we’re pulling through every step of the guest journey? So from the time again, acquisition of a customer. Right. So now not an owner, but that actual guest that’s gonna be staying at our properties, what does that customer journey look like? How do we find the right customer? We have a very diversified portfolio – Oh, yeah. For each one of our assets in the portfolio, ensuring that they convert. And then once they’re there in their stay, are we pulling through on all the experiences they expect? Whether it’s an independent hotel and the experiences that come along or for the brands and the brand standards. And then once our guests leave, how do we make sure that we are still speaking to them – uh-huh. And making sure that they return? Ryan Embree: I love how you walk through the entire guest experience. I think sometimes we get caught up just thinking about one or two elements of it. Right. But it really does start. I mean, the hot topic right now is that AI visibility, right? Absolutely. And being bound, uh, because our travelers are changing the way that they’re searching for hotels and doing their research. So, uh, it’s super, super important there. We’re in Nashville, Erica, uh, no stranger for PM Hotel Group. Yes. Uh, you guys just, uh – Very excited. Assumed management, 12 properties. Yes. Uh, what do you lo – like, um, from a Nashville market standpoint? I mean, this has just been such a hot market right now in hospitality. Uh, but also, you know, a big threshold of, uh, exciting 80 plus hotels for PM Hotel Group? Erica Lipscomb: Yes. We’re very excited to have the 12 hotels that, from Pinnacle that joined our portfolio. And that’s really our sweet spot, right? Finding those type of assets that fit our growth in our platform, and that we can make sure that we’re optimizing on their revenue, as well as excellent customer experience and guest operations experience. So what I really like about Nashville, and it’s not a new growth. Right. You know, Nashville never stopped growing, right? Where the, where the rest of the world really has struggled even, you know, six years ago. Through COVID. Nashville didn’t, right? Ryan Embree: It was red hot. Erica Lipscomb: But what most people think about when you hear Nashville, they’re really just thinking it’s an entertainment city. That’s not just all Nashville is. So when we peel it back and take a look at the segmentation and what’s driving Nashville, you do still have that customer that is true corporate business. And you still have conventions and groups. I was just in a group maximization winning group seminar just not too long ago. And in that breakout session, we really talk about group continues to still grow. Oh, yeah. And when you take a look at the first half of this year, that growth is really happening not only just in convention centers, but those hotels that have group meetings. Even when you take a look at those assets, what’s interesting is the growth is not just in the hotel that has most of the group, but if you are affiliated. You’re feeling that demand. Leveraging the demand and continuing to drive occupancy and ADR. Yeah, absolutely. So that’s why we’re still excited about Nashville. It’s one of those markets that continues to do well, not just in entertainment, but on the corporate business transient side, as well as group side. Ryan Embree: It’s a perfect destination. That’s why we got almost a thousand hoteliers here at the hotel data conference. Erica Lipscomb: That’s sold out again this year. Ryan Embree: Absolutely. Well, any. I mean, I can tell just by the conversation we’re having, very passionate about your work. Any projects you’re particularly fired up about right now? Erica Lipscomb: The project I’m probably most interested in is what I was hired for is to really continue to evolve commercial strategy. So commercial strategy is not just looking at every discipline in a silo. They’re all very important to revenue optimization. But how do we now continue to go from just having the commercial conversations, but also leverage the experience in each discipline? So our customers, when they look at our hotels, And they look at that curse customer journey that we just walked through – Right. They’re not looking at sales, revenue, marketing, distribution, operations. They’re looking at their holistic experience. Yeah. And so why not make sure that we internally stop looking at how well each d- division does and, and, and our, each siloed discipline, but let’s look through the lens of a gu – of a customer. Yeah. What’s that experience look like? And then how do we all play a part of it? Yeah. Exactly. So that’s what I’m excited about. And using, continuing to use AI. Yeah. How do we make sure that we’re leveraging commercial? Yeah. And then making sure that our use of AI is making our teams much more efficient – Mm. And effective in h – in how we run our businesses. Ryan Embree: That’s what I was gonna say. It’s, it’s such an inflection point, and I’m sure very exciting for, for your job with the technology in hand. Now you’ve got the power to, uh, break down those silos, right? Absolutely. Create efficiencies there. Yes. Uh, well, as we wrap up, you know, we always. One of the things here that we love to do at the Hotel Data Conference is try to predict the future, right? Forecasting, everybody. It’s a, it’s an impossible job, but we do it every single year. Right. Uh, you know, so from a commercial strategy standpoint, I know you, you, you just mentioned the projects you’re working on, but what’s your vision for PM Hotel Group as we kind of go into the latter part of the 2020s? Erica Lipscomb: So latter part of the 2020s, I think that the company’s vision is to really leverage the portfolio and the diversity of the portfolio. We saw that growth that we had just here in Nashville. I’m sure you saw the news that Reset our first brand to enter Marriott’s or outdoor collection. Yeah. We’ve noticed that when you continue to diversify and not really just say, okay, we are just this type of company, making sure that we’re leveraging the expertise of our team. Mm-hmm. We can be many things – Yeah. To many customers. Yeah. And so lev – continue that leverage, that growth, but we do see that growth continue to be in experiences. Yeah. Right? So every brand is rolling out how they’re working with experiences. But what we do see, that lifestyle, outdoor – Oh, yeah. Experiences. We’ve had our first entree into it, and we’re gonna continue to grow. Ryan Embree: Awesome. We’re excited to watch that growth, and yeah, that experiential travel continues to be something, conversations we’re having here, prioritizing, that’s what the guests are prioritizing travelers are. Congratulations on all this. We continue to watch it with PM Hotel Group. Thanks, Erica. Erica Lipscomb: Thank you. Ryan Embree: Hello, everyone. Ryan Embree here with The Suite Spot. We are live on location at the 2026 Hotel Data Conference. I am here with Max Spangler, VP of Technology at Charlestown Hotel. Max, we know you’re on a panel tomorrow. We’ll talk about that in a second, but thanks for taking the time to join us. Max Spangler: Absolutely. thanks for hosting me, Ryan. Ryan Embree: Yeah, Gotel Data Conference. Name of the game, data. We’re gonna talk about, obviously, your role and, and where data plays into that. But first, you come to a conference like this, what’s the expectation? What do you hope to get out of it? And maybe when you’re a couple weeks down the line, looking back on the conference, that was a success. Max Spangler: Yeah, you know, for me, I spend a lot of time at conferences that are very narrow in scope, right? Sure. Whether it’s high tech or the hospitality show, or even technology conferences that are outside of hospitality. Sure. So coming to HDC is always great. It’s always refreshing. The keynote panel in the beginning always gives me, hopefully, optimism. And this morning, it was very optimistic – Yes. About the way things are going. So I’m thankful for that. But it’s great to hear from commercial peers how they’re using data, how they’re surfacing insights, what tools they’re using, and how they’re turning it actionable. I mean, I think for me, as someone who spends a lot of time staring at screens, developing tools, looking at dashboards, hearing from people that actually depend on this information – Yeah. So crucially is really refreshing. So I get to, like, cut through the noise a little bit and hear what’s working, and hopefully hear what’s not. Ryan Embree: Yeah, and that’s what leads to your panel tomorrow, connecting AI to commercial strategy. Yeah. Uh, maybe give our sweet spot listeners a little bit of sneak peek and maybe your thoughts on the subject. Max Spangler: We’ve got a great panel tomorrow. Super stoked for it. You know, so we, we had a pre-cause you tend to do with those panels. Right. And as a result of that, we decided to zoom out a little bit, which I though was important. So commercial still is the through line, as you would expect at HTC, but given the man – the, the members that are on the panel, we’ve got some people that, you know, are on the, the, the revenue management side. We’ve got some people from HFTP. Um, you’ve got me as an independent operator. It w- we felt, we felt it really important to say, “Let’s, let’s zoom out. Let’s take a pause and, like, let’s look at where the industry is holistically.” Sure. And so the questions are really driving off that. So you’ll find that, um, there’s insights about a year from now, what would we like to be doing differently, right? How are we driving ac- actionable insights? What KPIs are important? What KPIs are important? Yeah. Things like what’s the difference between automation versus th- this new agentic era? Mm. So I think it, um, I’m actually really excited for it. The panel’s great, and I think you’re gonna get some, some really interesting insights from a variety of different opinions. Ryan Embree: Yeah. And what we talked about is so much can change. Yeah. And you could talk about what could happen in a year. I mean, that could be a couple cycles with technology right now. And that’s why I, I was really looking forward this conversation, Max. Yeah. Because, you know, I get industry leaders, sometimes brand leaders, but you’re, you’re in it every single day, right? Yeah. Uh, VP of technology. Yep. Where do you think we are in the AI adoption – Yeah. Uh, uh, cycle? And then maybe zoom in a little bit on Charlestown Hotels. Max Spangler: Yeah. So if we, if we look at sort of where things are globally for the state of AI, I think obviously in the technology space, it’s an existential crisis, right? Right. I mean, I think you see that in, in jobs reports. I think you obviously see it in the way that they’re measuring AI as an accelerant. Yeah. You know, so, uh, friends of mine that work for tech companies, they’re seeing their time to release production code going from five weeks, four weeks down to one week. Wow. It’s easy for them to measure. It’s easy for them to see the outcomes for us. Yeah. I think it, it is ultimately a little bit more difficult. For Charlestown, you know, we think it’s really important to keep hospitality at the center of what we’re doing, right? And so we’re not parading around trying to be an AI company or a SaaS company. We firmly believe people and hospitality at the center of, is gonna be at the center of what we do.m. How do we use AI to power that? Whether it’s through efficiencies, you know, through maybe more sophisticated RMS, through, you know, generative guest insights. How do we make sure that we’re being discovered when people are asking what’s the best hotel in downtown Charleston, South Carolina? Those are really hard questions to answer. No one’s got it figured out. But the conversations that are happening here are super encouraging because I think there is a lot of people admitting that and coming together to try to find, um, the best path forward. Ryan Embree: And you were, this is not your first per – podcast that you’ve been on recently. I saw you, uh, on CoStar News Hotel podcast where you talked about escaping hospitality’s AI hype echo chamber. Yeah, yeah. What’s your thoughts on that? And maybe how do we avoid doing that here in, in spaces like this? Max Spangler: I mean, it’s, if you go on LinkedIn, you can feel like, you know, FOMO is like a- absolutely crushing you, right? Right. Everyone is, like, piloting something new. Right. Everyone is, is advancing seemingly at the speed of light. It’s really important to come to a conference like HTC, uh, to get a real life temperature check with what people are doing and how they’re doing it. There is a tremendous amount of hype. There’s a tremendous amount of potential, but I think for a lot of us, and especially from someone sitting in the seat of an operator, you have to be very disciplined. Yes. You know, you have to have a step-by-step sequence of how you’re actually gonna accomplish this. It’s okay to introduce a little bit of chaos. We’ve done that in the early days. I mean, if you go back, you know, to 2023, 2024, we’re experimenting with all the frontier models. But eventually, we wanted to collapse that into a unified choice, pick one model so that we can move forward and start measuring, you know, are our team members crawling? Who’s walking? Who’s running? How do we devise resources to help kind of get everyone on the same page, march in the same direction, and get better at this? Yeah. And so that, that’s, that’s been our strategy. And fortunately, like, that’s what I’m hearing here at the conference. Ryan Embree: And the motivation for implementing AI can’t come out of fear of we’re not doing enough. Yeah. Or, you know, we’re just, that FOMO feeling that you’re talking about, it has to have, what you said, discipline and direction. Yeah. And Max Spangler: Ryan, like, fear is a huge part. I mean, that’s one of the things that we’re constantly up against. There’s. I, I think the, the negative attitude and apprehension towards AI is only gonna continue to grow over time, right? Just like the excitement over it is gonna continue to grow. Yeah. Same thing’s true for the negative. I mean, you have people that absolutely have their head in the sand, which is okay. Right. Um, for, for certain reasons, you have people that obviously have negative feelings about it because of the socio – uh, economic impact. Sure. Companies potentially might be laying off job just Placement or replacement as a result of LLMs and the technologies that they introduce. There’s the environmental factors. So, like, all those things are absolutely true. We don’t think it’s, as Charlestown, our responsibility to sort of correct that. Right. But we do wanna make sure our associates, team members, and corporate, and corporate leadership team know this isn’t going anywhere. Yeah. It’s fundamental core to the business, and we’re gonna make an investment into our teams to make sure that they’re prepared for this new wave, whatever it looks like. Ryan Embree: It’s exciting times. And it’s okay to experiment fail sometimes, because that, that’ll show you some lessons too. Sure. Max Spangler: Yeah, we. Yeah, we’ve run so many pilots. We’ve had so many things fail. We’ve incinerated millions of tokens and subsequently thousands of dollars as a result of – Yeah. Um, so many pilots, but we’ve learned a lot. Yeah. Uh, and we’re in a much better spot as a result of it. You have to be willing to take risks, especially now. I do believe, like, no one’s gonna be left behind yet, but there is absolutely an advantage to being a first mover. And I think the companies that are at least experimenting and building AI fluency for their teams are gonna be much better, uh, much farther along than everybody else. Ryan Embree: 100%. And, you know, one of those spaces is, is the data, right? That’s, I mean, that’s the name of the game of this conference here. Yeah. How are some ways are you leveraging data to kind of – Yeah. Grow Charlestown hotels or even just create efficiencies? Max Spangler: Yeah. So for us, it, it, it is a challenge to think about the kind of company that we are. We focus mostly on the independent space. Mm-hmm. So we don’t have sort of the technology through line like the brands have where – Sure. You know, they can force a certain PMS, POS, CRS, like, it’s very clean and organized and scalable that way. Yeah. For us, you know, when we come into a new hotel operating environment, in most cases, technology hasn’t been a major form of investment, right? I mean, most people don’t come to Charlestown hotels with a great performing asset. They’re like, “We’re in trouble. We need your help.” Right. So then I come in, you know, from the technology perspective and it’s like, okay, this is difficult. How are we gonna extract information, put it into a centralized place, be able to sort of layer a, a, a, a BI tool or reporting package on top of it to actually surface the insights so these one-off owner operators can get the insights that, like, a company like Charlestown Hotels can deliver at scale with all the independent properties and things we’ve learned across the secondary and tertiary markets that we work in. Max Spangler: So, I mean, to put it simply for us, it is about having, like, a central data repository or warehouse. Sure. I mean, there’s plenty out there. Databricks, Snowflake. We’re a BigQuery customer. We do a lot with Google. Um, but it is, you know, if, if you think about where things are going to bring it back to AI, so much of the conversation surrounds having a good data foundation, because AI is an accelerant. If you have bad data, it’s gonna accelerate you to bad outcomes more quickly. Yeah, that’s a great point. If you have a bad business strategy, it’s gonna optimize for the wrong KPIs. So for us, it is very much about having solid fundamentals. Yeah. That’s not a reason for you to stop, right? It’s just more a reason for you to proceed cautiously. Ryan Embree: Absolutely. And, you know, you do it right. All of a sudden, you get that personalization, which, you know, hospitality’s been really the last decade – Yeah. Has been striving so much for to get that personalization within the guest experience. So as we wrap up, you know, we always like to. I know this is gonna be difficult because, like we said, things change so quickly in the tech space. Yeah. But what’s your vision for Charleston Hotels from a technology perspective? Max Spangler: Yeah, great question. I thought you were gonna ask me a hard one, like, what’s my favorite color? But, uh, no, for, for. Vision for technology, you know, for us, as long as we keep, like, hospitality at the center – Yeah. As our north star, that really does simplify things for us. It is gonna be difficult. There’s, you know, obviously a whole host of different frontier models you have to choose from. Tokenomics is gonna continue to be a big part. People talk about ROI with LLMs, but no one’s really talking about the expense – Yeah. And expenses continue to grow. Great point. Right? So we’re, we’re focused really on, you know, not only the, the ROI from some of the LLM tools, but, but obviously the tremendous cost that’s associated with running them at scale. But as long as we keep people and human beings at the center, reducing mundane work, admin tasks, friction so that our people can spend less time in front of screens and just be more hospitable, I think that really is the vision. Technology’s gonna support that. It’s gonna hopefully be more invisible to the people that come to hospitality. They didn’t come to, like, move information around – Right. Push paper or spend time in front of a computer. They spent it to, like, be empathetic, to be excited – Yeah. To surprise and delight. And so our goal, that’s our north star, and technology’s gonna be there to support it. Ryan Embree: Yeah, I mean, some industries, you’re, you’re right, are gonna be completely flipped upside down – Yeah. With this technology. But hospitality, we have that advantage of being a people first industry, so. Max Spangler: I, I think it’s, like, the, the key differentiator, and it honestly, it’s like, hospitality has an opportunity to have a really strong opinion. As so many industries are completely rolled over by this AI wave – Yeah. Hospitality can actually say, “No, you know what? People are…” And people in hospitality are at the center, and so as there is potentially more AI backlash and people are seeking more authentic experiences – Right. With people and connections – Yeah. I think it’s, it’s gonna be a great benefit to our industry. Max Spangler: Yeah, and we’ve seen from the data, experiences still seem t be – Yeah. I think that’s gonna grow. Yeah. Ryan Embree: Yeah. Agreed. Uh, Max, appreciate the time. Thank you. Uh, we’ll keep an eye on Charleston Hotels and everything you’re doing over there. Great. Congratulations. Max Spangler: Thank you. Ryan Embree: Hello, Everyone. Ryan Embree here with The Suite Spot. We’re live on location at the Hotel Data Conference 2026 here with Sam Trotter, Head of Digital Marketing for Indigo Road Hospitality Group. Sam, thanks for taking some time. Sam Trotter: Thanks for having me here. Yeah. I’m excited to be here at the Hotel Data Conference. Ryan Embree: It’s our first time here, but you said you’re, you’re a pro. You’ve been here for many years. Yeah. What does a successful hotel data conference look like for you and some of the takeaways that you look for? Sam Trotter: I really love having a good sense of what’s gonna happen next year. So you get some really great data here where you actually can take to your business planning sessions and use and say, “Hey, you know, I have this from the data conference, and they’re forecasting this growth in this market.” And you have something tangible. Yeah. So you’re about to head into budget season. Yeah. So having that in hand is really, really nice. Ryan Embree: That’s a big part of it. I mean, budget season, you gotta make those operation efficiency. We talked about the margins, how tight those are right now, especially in hospitality. One of the ways that hospitality’s changing right now is through AI search. You were on a panel here. For those that weren’t able to join us here in Nashville, maybe unpack that topic a little bit, because it’d certainly be top of mind for a lot of hoteliers right now. Sam Trotter: Well, it was really fun. It was a packed house, so a lot of interest in it. There’s a lot to talk about. I think we did a little bit of an intro to the topic, just so that everybody was sort of on the same page. But this is a new thing that we’re all having to adapt to. And we’re gonna have to focus on this. And in the panel, I said, “This feels a lot like 2006 when SEO was becoming a big thing.” And I remember I hired this French couple to do our SEO for this hotel that we were opening. It was like $10,000. In 2006. And it felt kinda like magic. Yeah. You know, like, what are they, what are they actually gonna do, right? And so it’s really tough. Who do you listen to? What actually works? And it was a great panel. And there’s no main takeaway other than we’re doing a lot of AB tests. We’re trying to figure out what works. I’m looking at the dashboards from our different properties. Who’s doing well? Who’s not? Yeah. And trying to pivot. And so we’re at this really interesting phase where it’s not really clear, right? Everybody’s telling us different things. Who do you listen to? So I honestly think it’s really exciting. Ryan Embree: The good news is it’s a challenge that a lot of people are attacking at once, right? And that’s where you’re gonna kind of find maybe lessons learned, even in those failures. So I think it is interesting because ultimately what happened with SEO is, like, there became a little bit of of a game plan that you could attack it with, right? That people are still trying to kind of balance. And then there were switches, right? That’s the other thing, is you could attack it one way and then all of a sudden, next week, algorithms change and it’s back to square one. So it was very, very interesting. But I think it’s events like this and panels that you’re on, Sam, that help kind of. Where everyone’s going through this right now. And to try to get through the weeds on it and try to figure out what is a good course of action here. And it changes so quickly. I think AI gets a spotlight, obviously, for good reason because it’s just this up and coming technology. But digital marketing also feels like it’s fast changing and evolving. And it’s been doing that for the past decade. You think about social media updates and everything like that. Yeah. I guess, how do you view digital marketing right now from a strategic standpoint and, and how hoteliers should be embracing and, you know, maybe investing in It? Sam Trotter: So that was a big question, right? Ryan Embree: Yes, sorry. Sam Trotter: When I have new marketers join, junior marketers, I always tell them there’s really no such thing as an expert anymore. Because it’s gonna change next year. Right? Ryan Embree: Great point. Sam Trotter: There are certain fundamentals that will help you no matter what, from 10 years from now, they’ll always be in play. I think what’s really interesting now with AI is I feel like there’s more emphasis on brand and category ownership. So if the AI is the most educated person in the entire world about hotels in Nashville. I mean, that’s what it is. Sure. It’s the most educated person in Nashville. What do you wanna teach it? And so if you’re teaching it, I have a pool and a fitness center, that doesn’t really help, right? ‘Cause now you’re just the same. And so what category can you own? Can you be the wellness hotel of Nashville? And if you’re the wellness hotel of Nashville, what that looks like is everything we say and we do reflects that. So I have spa packages, we have spa activations, we have a spa month. We have an amazing spa. We have spa content. We have spa creators that come in. And so when you’re doing that, all of a sudden the AI’s like, “Okay, no, this is the spa hotel of Nashville.” Because it’s, there’s evidence. Yeah. Right? And so I think there’s gonna be more emphasis on this category ownership, right? More than ever. And that boils back down to your brand. Ryan Embree: No, I love that. I think that’s a great explanation to someone who might feel overwhelmed in this right now. But those searches also could get very specific, right? I’m looking for a place that’s pet friendly, that is dedicated to wellness, where I’ve got my family coming to. So that’s where it gets a little bit tricky of the categories could turn into subcategories and then very, very niche. But it’s also the beauty of it, I think on the other side, is that your travelers are gonna be able to hopefully find the right hotel for them and what they’re looking for. Sam Trotter: So going back to your question, you asked me about social media. Because things are changing so fast, the, what we don’t really realize, and we don’t talk about, is the number one AI that we talk to is Google’s AI overview. That’s the one that when you have a long search, it defaults to, right? And it is weighing YouTube more than any other social platform – Great point. Because they’re not giving access. Right? So TikTok’s not giving them access. So now all of a sudden, YouTube is like this big player. And so we’ve got 76 locations. How do you scale YouTube? Yeah. And so, you know, we’re trying to figure this out in real time, and it’s a lot. There’s a lot of change happening. Ryan Embree: No, that’s a great point, what you said about Google, because a lot of people might be listening to this being like, “Well, I’m not, I’m not really looking, or I’m not using AI in my everyday life.” Well, Google’s really, you know, that AI overview, you are using, right? And it’s just, it’s gonna become more and more, whether we know it or not, a part of our life, you know? So that’s a different conversation. You know, Sam, Indigo Road Hospitality Group, you just mentioned tons of locations. What are some of the projects you’re most excited about that you’re working on right now? Sam Trotter: So, we have amazing locations, and there’s so many that are really interesting that we have coming up. We’re dabbling in more and more to membership clubs. Which is something that, we have one right now in Bentonville, and then by the end of the year, we’ll have two more. So we’re going from zero to three in a pretty short amount of time. It’ll be like a year and two months, we’ll go from zero to three. So it’s something that has been really fun to learn about, and there’s new platforms to learn about. So that’s really exciting. And then, I’m working on some fun data projects too, fun to me. I’m trying to set us up to have our own loyalty program. And so I’ve got some cool things in the works. So I’m really excited about that because we have a diverse portfolio. We have coffee shops and restaurants and hotels. And venues and how do you get them all to talk? Right? How do we put them all in one place, but have them separate? How can we share notes? How can we improve the guest experience? So there’s a lot of really cool things that are happening now. And one of the benefits of AI is partners are, are improving their platforms faster than ever. Oh, yeah. Which is fun if you have the right partners. And they are doing it. Ryan Embree: Yeah. I mean, and loyalty programs, you also learn more about your guests and hopefully create personalization, which is, you know, a topic that has been in hospitality. But we’re getting closer and closer, I feel like, to what we may have talked about five years ago at a conference like this. Be like, “There might be a time where we could do this, and now with the power of AI, it, it’s possible.” Yeah. Well, as we wrap up, kind of what’s your. I know we just talked about the future, but, and it’s hard to predict, but what would be kind of your vision for the future, in your role at Indigo Hospitality Group? Sam Trotter: I would say that, I guess thinking more optimistically, ultimately, it’s gonna be about the guest experience. It’s gonna be about the surprise and delight. It’s gonna be about having great employees who are happy to be where they’re at and that wanna be there. And the best marketing is a great experience, right? So what’s my role in that? You know, how can I help operations do their thing? And that’s the foundation of everything. At the end of the day, I think that’s it. Ryan Embree: There is a, there is a comfort, Sam, to being in an industry that we knew can only be disrupted so much by AI, but at the end of the day, it is gonna still come down to people serving people and creating those memorable experiences, and hopefully AI gives the opportunity to do. Sam Trotter: I have a anti-trend for you, right? Okay. So we’re here at, at the Grand Hyatt. There’s no kiosks, right? Check in. There’s still front desk people. 10 years ago at the hotel data conference, I think we would’ve though it was all kiosks. So hospitality has reigned supreme, and I think that’s the future. Ryan Embree: Yeah for, they say hospitality is the first ever industry and it’ll be here for a long time. So Sam, we appreciate it. We’re gonna watch you and, and everything you’re doing over there. We appreciate you taking some time with us. Sam Trotter: Thank you you so much. This was a lot of fun. All right. Ryan Embree: To join our loyalty program, be sure to subscribe and give us a five-star rating on iTunes. Suite Spot is produced by Travel Media Group. Our editor is Brandon Bell with cover art by Bary Gordon. I’m your host, Ryan Embree, and we hope you enjoyed your stay.

On this episode of Chit Chat Stocks, we dive into a new sector coverage of hotels and casinos. We discuss: (00:00) Introduction (02:28) Initial thoughts and biases about the sector (11:53) Marriott's business model and history (25:50) Wynn Resorts: A luxury casino case study (32:50) MGM Resorts: Transition to asset-light model (43:53) Risks and challenges in the casino sector (50:05) Future outlook for hotels and casinos ***************************************************** Subscribe to our newsletter, Emerging Moats: emergingmoats.com  ********************************************************************* Chit Chat Stocks is presented by Interactive Brokers. Get professional pricing, global access, and premier technology with the best brokerage for investors today:  https://www.interactivebrokers.com/  Interactive Brokers is a member of SIPC.  ********************************************************************* Fiscal.ai is building the future of financial data. With custom charts, AI-generated research reports, and endless analytical tools, you can get up to speed on any stock around the globe. All for a reasonable price.  Use our LINK and get 15% off any premium plan: ⁠https://fiscal.ai/chitchat  ********************************************************************* Disclosure: Chit Chat Stocks hosts and guests are not financial advisors, and nothing they say on this show is formal advice or a recommendation. Learn more about your ad choices. Visit megaphone.fm/adchoices

Government is adding classroom space in West Bay within weeks; and about a hundred Caymanian Job Seekers are heading to the Marriott this afternoon for the National Coalition for Caymanian Administration's third recruitment drive.

Michael and Brandon discuss the intersection of AI and culture in hospitality, arguing AI can strengthen culture by removing routine work so teams can focus on human guest experiences.Brandon shares his career path from line-level resort roles to leading Fathom's hotel management arm within a Maine-based real estate development firm focused on adaptive reuse and “sense of place” upscale soft-brand projects across Marriott, Hilton, and independents.Fathom operates or develops seven hotels, typically 150–200 keys with multiple F&B outlets. Brandon highlights the Sugar House Hotel in Winooski, Vermont—a Marriott Tribute Collection property that will be all-electric, net-zero carbon, and LEED Platinum—embedding sustainability into every initiative.He outlines Fathom's associate-centric, value-driven culture, emphasizing authenticity, celebration, open dialogue, autonomy in recognition rituals, and cross-department cohesion, and explains using AI for SOPs, accounting, HR messaging, onboarding tools, and development analysis to reduce stress and improve retention.Lodgify is the headline sponsor for the Hospitality Mavericks Podcast Show.Lodgify is an all-in-one hosting platform built on one promise, minimum hassle, maximum independence. We help independent vacation rental hosts and small-scale property managers run and grow their business with 0% Lodgify booking commissions, an AI Co-Host (COMING SUMMER 2026, early access open now), and direct booking websites built to get found by AI.For Mavericks listeners, there's a special offer: 20% off all yearly and bi-yearly plans - Use code MAVERICK20.Learn more at https://lodgify.com/Connect with Brandon:https://www.linkedin.com/in/brandon-hussey-5bb21830/https://www.fathomcompanies.com/Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

The Marriott Family： The $30 Billion Dynasty Behind Every Hotel 

What can DBT teach us about turning invalidation into joy? Dr. Kiki Fehling and Dr. Ann Kelley explore how chronic invalidation can shape emotional regulation, identity, and self-worth, particularly for queer and trans individuals. Through the lens of DBT and minority stress, Kiki shares how understanding these experiences can help challenge internalized shame, build resilience, and move beyond simply healing – and make space for authenticity, connection, and queer joy. “Internalized shame can be healed through community.” – Dr. Kiki Fehling Time Stamps for DBT, Chronic Invalidation & Finding Queer Joy with Dr. Kiki Fehling (309) 00:27 Understanding chronic invalidation in parenting and garegiving 02:05 How invalidations lead to emotional dysregulation 04:37 Adult consequences of childhood invalidations 07:00 Invalidation beyond parenting: Queer identity and society 07:59 Minority stress and queer invalidations 14:51 Using DBT to cultivate joy and self-acceptance 23:06 Practical tools: Books and resources for self-directed DBT About our Guest – Dr. Kiki Fehling Dr. Kiki Fehling (they/she) is a licensed psychologist, author, speaker, and DBT-Linehan-Board-certified expert in Dialectical Behavior Therapy (DBT). Passionate about making evidence-based mental health information more accessible, Kiki focuses on advocacy and public education around suicide prevention, LGBTQIA+ mental health, borderline personality disorder, and the intersection between mental health and heart health. She is the author of The LGBTQ+ Mental Health Workbook, Self-Directed DBT Skills, and DBT Cards for Coping Skills. Kiki also writes the Substack newsletter How To Queer Joy, volunteers for nonprofits Now Matters Now and WomenHeart, and shares DBT skills and mental health resources across social media @dbtkiki.    Resources for DBT, Chronic Invalidation & Finding Queer Joy with Dr. Kiki Fehling (309) The LGBTQ+ Mental Health Workbook – Find Emotional Resilience, Self-Love, and Queer Joy with Dialectical Behavior Therapy Self-Directed DBT Skills – 3-Month DBT Workbook Dr. Kiki Fehling’s website – Additional resources and information @DBTKiKi – Official Instagram page @DBTKIKI – Official Tiktok page DBTKIKI – Official Youtube channel How To Queer Joy – Official Substack Please support our sponsors – they keep our podcast free and accessible to all!  SimplePractice is an all-in-one EHR that is HIPPA compliant, HITRUST certified and built specifically for therapists. If you are ready to simplify the business side of your practice, now is a great time to try SimplePractice. Start with a 7-day free trial, then get 50% off your first three months. Just go to SimplePractice.com to claim the offer. Beyond Attachment Styles – Deepening Security in Yourself and Fostering More Secure Relationships Course available NOW!   Everyone’s heard of attachment styles – but you likely don’t know how much the popular press gets wrong and what the science actually says about how to improve your relationships long term (including how we relate to ourselves).  This course is for anyone wanting to more deeply understand attachment (styles vs patterns), unconscious defense activation patterns, implicit scripts… and most importantly, what to do once you do get activated!  Online, Self-Paced, Asynchronous Learning with Quarterly Live Q&A’s! Earn 6 Continuing Education Credits – Available at Checkout. As a listener of this podcast, use code BAS15 for a limited-time discount. Or read Marriott & Kelley’s critically-acclaimed book, Secure Relating: Holding Your Own in an Insecure World (HarperCollins,2023) for the most in-depth experience of learning about Secure Relating. Therapists love it, but it’s accessible to everyone.  If you aren’t interested in the background science, just start at Part 2 and we will be talking directly to you – it’s fun!   You are invited!  OK for those of you who refer others to the pod, use it professionally or consider yourself nerdy and just love this stuff, hello, you are our people! Join our exclusive community to get exclusive bonus content, early access to training opportunities, and an ad-free, private podcast feed. It’s this warm community that allows us to donate half of all corportate profits to mental health access for marginalized peoples.  Sign up for our premium Neuronerd plan!! Click here!! 

From River Heat to Melbourne Suites: Travel Updates, StaffTraveler Changes, and Global EntryHosts Monique and Tyler recap recent events and travel: a small meetup around Tyler's birthday that included tubing on a very hot day, where Tawny showed signs of heat illness, and Tyler briefly tipped his tube, followed by dinner at Mesa with guests visiting from several cities. They discuss working in extreme Phoenix heat, aircraft cooling issues, and pilots refusing planes with broken APUs. A planned Rio trip using five Marriott nights was canceled due to heavily oversold flights, so they instead flew with lie-flat seats to Sydney and continued to Melbourne for cooler weather, tours to Phillip Island's penguin parade and the Great Ocean Road/12 Apostles, and stays at the Park Hyatt and Ritz-Carlton, including a suite after a room assignment error. Returning home, Katie missed Qantas, flew Delta economy, and Tyler flew United Polaris during Hawaii storm-related weight restrictions. They also cover Global Entry renewal uncertainty, new StaffTraveler points-based priority requests, and note multiple recent ramp employee deaths, plus upcoming Dork Fest and sponsor mention of the StaffTraveler app.00:00 Welcome Back Banter01:34 River Meetup Recap02:34 Heat Stroke and Safety05:23 Tubes Tips and Dinner07:44 Phoenix Ramp Heat11:45 Broken APU Drama15:48 Meetup Shoutouts16:12 Brazil Trip Canceled21:50 Pivot to Cool Australia24:43 Sydney Customs to Melbourne27:21 Phillip Island Koalas Tour28:05 Koala Encounter Chat28:21 Phillip Island Penguin Parade29:16 Penguin Numbers and Predators31:13 Great Ocean Road Highlights32:11 Tour Tips and Bus Drama34:50 Park Hyatt Stay and City Wandering37:26 Travel Planning Apps and Food Finds40:23 Ritz Carlton Upgrade Strategy45:27 Suite Surprise and Sky High Views49:20 Non-Rev Flight Plan Trouble53:34 Delta Standby Shuffle55:25 United Polaris Upgrade Win56:00 Hawaii Storm Detours57:19 Seat Swaps and No Screen58:31 Polaris Service and Perks01:00:20 SFO Customs Sprint01:03:40 Global Entry Renewal Tips01:09:54 StaffTraveler Points Update01:18:16 Ramp Tragedies and FarewellBecome a StaffTraveler eSIM Ambassador https://esimambassadors.stafftraveler.com/Check out Route Explore from StaffTraveler   https://route-explorer.com/StaffTraveler wants our feedback to help build Route Explore before it is officially released.  Send any feedback to support@stafftraveler.comStaffTraveler is offering a 10% code for any of our listeners who buy their eSIM.Use the Promo code ST10NONREVLOUNGE  https://share.stafftraveler.com/nrl-esim✈StaffTraveler is a great app that can assist your non-rev travels! Use it to find the loads for your non-rev travel! Use this to sign up:https://stafftraveler.com/nonrevlounge

Airbnb just partnered with TripAdvisor to bring 425,000 experiences onto its platform — a move that signals Brian Chesky isn't just dabbling in experiences anymore, he's building a second business inside the first. The crew breaks down what this means for the future of in-destination travel, why the real unfair advantage might already be sitting inside every host's guidebook, and whether this is Airbnb's best play in markets where short-term rental bans are tightening the grip on its core product. Edwin brings the European perspective: Barcelona's courts just sided with the city, 10,000 units disappear by 2029, and the ripple effects are spreading.   Then the conversation shifts to IHG, which is taking a completely different approach to the owner economics pressure wave sweeping the industry. While Hilton cuts fees and Marriott rolls out rebates, IHG is pitching a full services package — marketing, digital support, training, group booking — and telling owners to trust the value. Edwin's challenge is sharp: don't tell me the service has value, show me the PL. The panel explores whether regional marketing studios could actually be the unlock and what happens when brands start making owners more dependent on infrastructure they don't control.   The big closer: Blackstone just paid $2.5 billion for a 25% stake in AeroPlan, valuing Air Canada's loyalty program at $10 billion — more than the airline itself. Scott calls it a data and credit card gold mine. Ben says the airline business is a commodity and loyalty is where the differentiation lives. And somehow the whole thing detours into a love letter to Blackstone CEO John Gray's Instagram and why the best business development tool in 2026 might just be a jog through Central Park with your phone out. — This Week in Hospitality is presented to you by Journey. Journey is a loyalty platform built specifically for independent boutique hotels and high-touch hospitality brands. Our mission is to give operators the same powerful rewards engine, data intelligence, and guest insights that major chains rely on — without asking them to give up the individuality, soul, or story that makes their property extraordinary. If you're an owner or operator of an extraordinary, independently owned and operated hotel or residence — and you want to see whether your property is a fit for the Journey Alliance — you can learn more and apply at https://www.journey.com/alliance — Special Guest: Sarah Kopit — Editor-in-Chief of Skift LinkedIn: https://www.linkedin.com/in/sarahkopit   Your Hosts: Zach Busekrus — Journey LinkedIn: https://www.linkedin.com/in/zachbusekrus/ Instagram: https://www.instagram.com/behindthestays/   Scott Eddy — Global Travel & Hospitality Expert @MrScottEddy LinkedIn: https://www.linkedin.com/in/mrscotteddy/ Instagram: https://www.instagram.com/mrscotteddy/   Ben Wolff — Founder of Onera & Oasi LinkedIn: https://www.linkedin.com/in/ben-wolff/ Instagram: https://www.instagram.com/iambenwolff/   Edwin Kramer — Luxury Hotelier Consultant & Former GM LinkedIn: https://www.linkedin.com/in/edwinckramer/ Instagram: https://www.instagram.com/edwinkramer/

Episode 185 of the Award Travel 101 podcast features Angie Sparks and guest Xan Tanner, founder of Gondola AI. The episode opens with a helpful reminder about using unused Instacart credits to support food banks through Community Carts, followed by several travel-industry updates. Citi is refreshing the American Airlines Executive Card with new perks, including American Airlines Vacations, in-flight and Admirals Club credits, Omni and Avis status, and enhanced Lyft and loyalty benefits, although the annual fee is increasing to $695. Angie also highlights current transfer bonuses, including 30% from Amex Membership Rewards to Avios programs and 40% from Citi ThankYou Points to Turkish, as well as Frontier's limited-time $199 GoWild! Pass. Angie and Xan also share recent credit-card wins and upcoming travel plans, including trips to Chicago, Milwaukee, Anguilla, Sicily, and Istanbul.The main topic is Gondola AI, which Xan developed after years of traveling for work and wondering whether AI could manage travel more efficiently—earning more points, saving money, and understanding an individual traveler's preferences. Gondola has evolved significantly with advances in AI and is now available on the web, through its app, and within ChatGPT, where results can be personalized based on a user's points and travel profile. Unlike many award-search and “reservation gardening” tools, Gondola is free and can book directly for users, allowing them to retain points, status benefits, and other perks while also earning Gondola Cash. The platform monitors hotel, flight, and car reservations for price drops and can reprice bookings when possible, while generating revenue through hotel and rental commissions that it shares with users.For casual travelers, Xan recommends taking advantage of Gondola's status challenge, which can increase Triplestacking rewards from 3% to 5% after booking three nights during the first week. The episode closes with a reminder to use your points rather than letting them sit, especially as loyalty programs continue to devalue their currencies—as demonstrated by Marriott's recent 6% devaluation. The broader message is that travelers should take advantage of their points and available benefits now while using tools like Gondola AI to automate the work of finding savings and maximizing rewards.Episode Links:Unused Instacart creditsCiti AA Executive refreshAmex to Avios transfer bonusFrontier Go Wild passWhere to Find UsThe Award Travel 101 Facebook Community.To book time with our team, check out Award Travel 1-on-1.You can also email us at 101@award.travelBuy your Award Travel 101 Merch hereReserve tickets to our Late Summer 2026 Meetup in Milwaukee now. award.travel/mke2026Our partner CardPointers helps us get the most from our cards. Signup today at https://cardpointers.com/at101 for a 30% discount on annual and lifetime subscriptions! Lastly, we appreciate your support of the AT101 Podcast/Community when you signup for your next card!Technical note: Some user experience difficulty streaming the podcast while connected to a VPN. If you have difficulty, disconnect from your VPN.  

It is D23 week, and if you follow Disney at all, you already know the entire fan world is holding its breath waiting on the parks panel. Chip and I sat down the night before to put our predictions on the record, park by park, no hedging. If you are listening to this after the announcements dropped, go ahead and fact check us. Tell us where we nailed it and where we were completely nuts. We start with the big picture. My expectation is that D23 is mostly going to be a weekend of updates rather than shocking new reveals. Expect names, details, and maybe some rough timeframes for Tropical Americas, Villains Land, Piston Peak, and Monsters Inc land, but not a lot that we did not already know was coming. Chip goes a different direction. His biggest prediction is hotels, including a new moderate and a DVC resort, and he calls his shot on exactly where that DVC resort is going near Epcot. We also get into Lakeshore Lodge, the complaints that it looks like a Marriott, and why adding rooms that are not DVC would actually help bring costs down for every family. Two things I really got into. First, the Space Mountain rumors have been red hot for about a month now. Second, I go on a bit of a rant about the calls for a second Halloween party at Walt Disney World. We close it out with Disney Cruise Line, and there is a lot going on!   Chapters 01:53  What D23 Is and Why the Parks Panel Matters 04:43  Chip's Big Prediction: New Hotel Announcements 05:02  Illuminations, the Epcot Nighttime Show Problem, and a Drone Show 07:04  Where Chip Thinks a New DVC Resort Is Going 07:45  Lakeshore Lodge, Island Tower, and Why More Rooms Would Help Families 09:16  The Tower of Terror Hotel Pipe Dream 11:11  A Rapunzel Ride in Germany and the Figment Refurb Question 12:20  Updates, Not Surprises: Tropical Americas, Villains Land, and Piston Peak 13:13  The Space Mountain Overhaul and the PeopleMover Problem 14:33  A Full Tomorrowland Refresh and Disney's Recent Show Flops 16:25  Villains Land Details, Opening Windows, and the Fantasyland Rumor 18:23  Hollywood Studios and the Skyliner Expansion Debate 19:59  Does Walt Disney World Need a Second Halloween Party? 22:29  Why the Free Candy Criticism Misses the Point 23:20  Animal Kingdom, Bluey, and the Avatar Problem 25:26  Disneyland: Zootopia, Marvel Land, and the IP Debate 29:35  Disney Cruise Line: Ship Shuffling and a Galveston Port 31:15  The Treasure Discount That Saved My Client $6,000 32:34  Breaking News: A Wreck It Ralph Attraction in Tokyo 33:28  Disney Springs, Level 99, and Splitsville 35:19  Final Predictions and Closing  

With just a little over a month away from the 2026 Independent Hotel Show Miami taking place, special guest and President of Staypineapple Hotels Inc., Dina Belon, joins the Suite Spot to discuss the Stayepineapple brand, the independent hotel industry, and what she is looking forward to from IHS Miami 2026! Ryan Embree: Welcome to Suite Spot, where hoteliers check in and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello, everyone. Welcome to another episode of The Suite Spot. This is your host, Ryan Embree. Back for another edition of season two of our independent hotel show series, where we are getting geared up and ready for that annual tradition down in Miami Beach at the Independent Hotel Show. We cannot wait. We’re gonna talk a little bit about it with our guests. We actually met for the first time in person last year at this event. We’re able to spend some time with her. Dina Belon, president at Staypineapple Hotels. Dina, thank you so much for joining me back on The Suite Spot. Dina Belon: Oh, thank you so much for inviting me, Ryan. This is amazing. I’m so excited. We had such a good time in Miami last year, it was a blast and, uh, talking to you felt like I was talking to a friend. Ryan Embree: Well, I appreciate it. I feel the same. Just honored to be speaking with you here. And I can’t believe we’re here. It’s we’re just months away from the Independent Hotel Show. It’s gonna be bigger, better than ever. We’re excited about it. We’re gonna talk about it. But we did have you on for the first time, so we had the opportunity. Usually, I start these episodes by a little bit of a background and kind of an introduction, but I’m gonna start a little unorthodox today. There was a post that I saw on LinkedIn, which by the way, for our Suite Spot listeners, make sure you say, uh, you follow Staypineapple Hotels and Dina. Great follows on LinkedIn. But there’s an, an article called Everything Staypineapple Hotels Dina Belon Does in a Day. And I thought that was such a cool and creative idea and concept. Talk to us a little bit about how that idea originated and give us a day in life. What is it like to be Dina Belon? Dina Belon: Well, I tried to be very honest. Hopefully it was fun too. I, there’s a lot of humor in my day, and so hopefully that came across. Um, the magazine, uh, that’s a local magazine here in, uh, east, the east side of Seattle and Bellevue and Kirkland area of Washington does those highlights of leaders in the area, um, on a regular basis. So it was fun, uh, a little stressful because you had to, like, take photographs and, you know, kind of just walk through your day. Um, I loved, though, really integrating my pets, because they’re a big part of my life. And so it started off with Molly waking me up at 5:45, which is actually what she does every morning. About 15 minutes before my alarm goes off, my little kitty cat starts yelling at me about wanting water. Um, so yeah, all the way until, you know, 8:00 at night and a lovely glass of wine with my husband. And all the shenanigans in the middle. Ryan Embree: Yeah. And I think it’s so cool because I think it, you know, we obviously work in the people business, right? In hospitality. Uh, we host people from all over the world, all different walks of life. Um, but to see, you know, sometimes, uh, I think right now, especially right now, right, when there’s all this talk of AI and technology and stuff like that, it’s really refreshing to see our industry leaders. And I get that. I have the, the privilege of getting that, interviewing some of the industry leaders when they talk to me about their, you know, beginnings and, and how maybe they started as a bellman or a front desk agent or fell into the industry. And I think the more that we can kind of humanize and show that these are people that really have a true passion for serving other people. Um, and then on the other side of the front desk, the guests that come into our lobbies, they are people too, whether they’re on a work trip, where they’re trying to escape. You know, sometimes it, it’s refreshing to take, take a beat and think about that. And that’s exactly what this article did for me because it is, you know, even though we’re hospitality, we’re in it, the hustle bustle, 365, twenty four seven. We’re still people, right? Yeah. We’re still people with our pets and, and, and our, uh, you know, what we like to do. Um, so it was a really cool, I think, uh, refreshing look. I wa – I definitely wanted to bring that in. Br – um, and, and your love of pets, it goes right along with your brand, uh, Staypineapples Hotel. And, you know, I’ve come to know and love through your content, your keynotes at the Independent Hotel Show, uh, following you on LinkedIn. For those audience members that might not be as familiar, uh, share with us, uh, a little bit about what makes Staypineapple Hotels so unique and one of a kind. Dina Belon: Yeah. So we are the opposite of corporate uniformity, uniformity. Uh, we’re really about, you know, a boutique sp – hotel experience with a lot of personality. Um, so one of the things that we’re well known for is the naked experience, um, which is, uh, a little eye-opening to a lot of people, but all it really is, is a fun, cheeky, which we like to do, uh, marketing way to talk about our bed and our bedding and our linen and our terry is so comfy, cozy and amazing, you’ll wanna sleep naked. Um, so it, and we give you an, a big cuddly robe so that you don’t come to the door naked. Ryan Embree: There you go. Dina Belon: Um, so that, that’s, that’s very indicative of the Staypineapple personality. Um, we’re also, um, not just pet friendly, we’re dog obsessed. Um, so we, uh, really go over the top with our pet program. We have a partnership with Soundz, S-O-U-N-D-Z, uh, that is, um, uh, sounds, uh, in music – Sure. That, um, pets like and that calm them when they feel nervous, um, that is available for guests, uh, at no cost, a 14-day, uh, free trial. And then, um, we have a partnership with, uh, an emergency veterinary, uh, service called Veg. Um, of course, you get beds and bowls and treats and, um, water bottles and poop bags and all kinds of stuff when you bring, uh, your furry friend. Although we’re dog obsessed, we also love kitty cats too. I have two kitty cats and two dogs. So, um, we, yeah, we’re, we’re pretty over the top with the pet thing. And then we have a, we have a number of the properties that have, uh, hotel dogs as well. Um, so one of the management staff ha – brings their dog to work every day and has really become a, a core team member. Um, you wouldn’t believe how many reviews we get, uh, with our, our furry, uh, friends being, uh, listed as their favorite part of the hotel. Ryan Embree: Yeah. I’ve seen them at trade show nows at industry trade shows. Yeah. You’ll have, like, a puppy break. Uh, brilliant. Brilliant. Dina Belon: It’s my favorite thing. Ryan Embree: Yeah. It just gets people in, in, in a happy mood. People love it. So, uh, and, and the focus of, of the dog obs – dog obsessed, um, i- i- is, is so smart. I mean, p – you know, people. We always think about how stressful travel is, obviously, from a logistics and s – and people standpoint, but obviously on our pets too. They’re in a place that they’ve never been before. Um, they don’t know that they’re heading across the country or even down the road. They’re in somewhere unnatural. So that’s really, really cool that you can kind of make them feel at ease there. And, and I’m sure the guest feedback, uh, from that has been really, really great to see. Um, now, you talked about, um, Staypineapple being a, a very unique boutique brand. Um, I noticed one word you didn’t mention in there, which is, uh, independent or non-branded. Uh, you prefer the term unchained. And I wanna explore that a little bit. I don’t wanna give you too much, uh, of a question. I, I’d like, like you to kinda run with that. Why do you prefer unchained to maybe independent segment or non-branded? Dina Belon: So to me, independent, non-branded, um, you know, indicates that we’re small or we’re isolated or, um. And, and I think it’s, um, diminishing to 30% of the hotel sector, which is truly unchained in both term, both ways that that term can be used. One, we are not attached to a chain in literal terms, but we’re also unchained from a limitation perspective. I think what is so amazing about the independent or the in – the unchained sector of the market to the guest is the founders, the visionaries, the leadership teams, the hotel teams at these hotels put their lifeblood and their passion and their vision and their belief in hospitality into these properties and into the experiences guests are gonna get. It is not a corporate ownership that is managed by a brand that has 5,000 other w – hotels just like it. And, you know, the onsite hotel team has reams of binders to tell them how to do their job. Um, we believe very much in no SOPs. Um, we have, uh, ultimate SOP. It’s do the next right thing. That’s the SOP for Staypineapple. It’s that simple. Just do the next right thing. We help the team understand that a little bit with kind of some guidelines, which is what is the best thing for you and your colleagues? What is the best thing for the guests? And what is the best thing for the business? And if you frame that question, those questions under do the next right thing, anybody can make the right decision at any moment, at every level of the organization. When we talk about empowerment, it isn’t, you know, we’ve given you a toolkit. I always loved this, because I worked in, in the brands. Um, and we always had a toolkit. You had a toolbox full of things that you could use to solve a problem. Well, I don’t need to give you a toolbox. You are a grown person that is a professional in the hospitality industry and you’ve entered this industry with a passion for people. Why would I tell you how to do your job, um, in every aspect with books of SOPs? Instead, I should get out of your way and let you be who you are in an authentic way. Because that connects with people. If, uh, you know, we put, we put people in our industry in a blazer, a Navy blazer, and a name tag, and tell them, “This is how you answer the phone. This is how you greet somebody. This is how you do this.” Basically, you’re a representation of the brand, so you need to fit in this box. Well, I believe in a different hospitality, in a hospitality that is, um, grounded in, um, real people and real human beings and, and mistakes even, and quirkiness, and stuff that you wouldn’t necessarily, uh, engage in or experience in your normal life. That’s why you’re traveling. You wanna experience different things and new things. You’re going to a new place. And so we don’t have, um, dress. We don’t have uniforms for our front of house team members. We do for back of house simply because we don’t want the back of house team to have to ruin their own clothes because the engineers get their clothes snagged and the housekeepers get their clothes dirty and, you know, so it’s more just to take care of our team. But, um, the front of house team doesn’t have uniforms. They get to wear their own clothes to work. That’s another idea. It’s like, I want you to be you, but wear this black polo shirt that makes you look like everybody else. Or Navy Blazer that makes you look everybody, right? Like the entire concept of what we think is normal and standard in our industry is the antithesis of what we’re trying to create as an experience for a guest. Um, so it’s really important to us, you know, you can have colored hair and ear piercings and tattoos. And I remember early in my career, it was always, um, I love to tell this story. Um, the, the dress code, because I was a manager, so I was allowed to wear my own clothes, but the dress code was, had to have, um, pants or a skirt, uh, a, a jacket, had to have a blazer, and it had to be of solid color. So what I’ve got on today would not have applied. Um, my shoes could not have open toes and an open heel, one or the other. And I had to have pantyhose on. So I lived in Florida. I remember I stopped wearing pantyhose at some point because they were hot. And so I, I actually had an HR person, uh, come up to me and say, “By the way, um, we’ve, we’ve noticed that you’re not meeting the dress code.” And I just turned around and looked at her and I was like, “Those things make me sweat. I have to be out by the pool sometimes. I have to be outside. It’s too hot. I’m not wearing them. Fire me.” Ryan Embree: Yeah. Yeah. Dina Belon: That was the end of pantyhose in our dress code. I was like, “Good luck with that.” Ryan Embree: Right. And I’m sure the person on the other side, you know, it, it, they were just obviously following the guidelines – Right. And the standards of what was put before them. And you’re absolutely right, Dina. You know, the, the one thing that we talk about all the time, and you talk to. Uh, I’ve talked to industry leaders about is, you know, what makes your management company brand property so great? Usually the first thing they say is they’re people. Yet, when you’re putting those people in a box, how great can they actually be, right? Every property is so different because of the individuals that make up that property. Um, so, you know, that thought process is, is so brilliant to, to think of the individualism and the passion can kind of shine through because it’s those stories that you talked about in the unchained or the independent sector that, that reason why I, this is one of my favorite series, because I get to sit and talk to independent hoteliers and, and hear their stories, their struggles, their challenges, but also their successes, their passions, where they built this, this property that has been, you know, where they’ve had these struggles, but they’ve gotten over the hump and they just love it so much and you can just see it come out in that, that, uh, conversation. It’s, and sometimes very different. Nothing to knock the brands, but sometimes very different when you’re talking to a GM of a branded hotel. Um, and it’s m- maybe just a stop on, on their way to the career. So it is one piece of advice I hear all the time is if you’re a hospitality professional out there, you know, maybe explore the independent hotel down the road. You know, get some good experience there. It’ll, you’re definitely gonna learn a lot, that’s for sure. Yeah. Um, you’re gonna get a lot of – Well, it depends on – Yeah. Dina Belon: Yeah, what you like, right? And I agree with you. One isn’t right or wrong. I spent the vast majority of my career in the, in the branded hotel space. Um, and I just found my happy place in – Sure. In the independent space, right? I, because I was always bucking the rules when I worked in the brands. And I didn’t, I didn’t even know what boutique and. I, I though boutique hotels were just little. Like, I literally, when I started at Staypineapple, I love the story too. ‘Cause when I started, I was like, “I’m gonna come in and show them how to write SOPs and, and brand standards, and we’re gonna standardize this, and we’re gonna scale it, and it’s gonna be, you know, blah, blah, blah, blah, blah.” I had, I told, because I had spent my whole career in that space. Um, I believed passionately in brand standards when I started at Staypineapple. And I remember, um, our CFO telling me, “Do not say the word brand standard. You will send Michelle off the deep end.” Michelle is our founder. Yeah. And I was like, “What? I don’t understand.” Yeah. “How could you not have brand standards? How do you even operate this place without brand standards?” Right? Right. Um, and, and it took me a couple of years to really internalize what the difference in the business model is. Again, one is not right or wrong. They both have their strengths. But if you’re, uh, a free spirit, if you’re somebody. Like we hire for three things. Authenticity. Like your. First of all, people underestimate the willingness to be authentic. If you have been trained to put on a mask when you go to work and, and almost be an actor and play a part at the hotel, it’s very difficult to take that mask off and, and allow the vulnerability of being yourself. ‘Cause if somebody rejects you when you’re being yourself, it hurts a lot more than if a guest rejects you and yells at you when you have a mask on. That’s a Ryan Embree: Great point. Dina Belon: You’re being somebody else, right? Yeah. So it’s a harder position for our team members, I think, to be their authentic selves. Um, the next is really critical thinking. The ability to problem solve and, and, and be creative and figure out ways to, um. We know to say yes. That’s one of our sayings. We notice. We know how to say yes. Yes is not always a direct yes. Sometimes you have to go around to get to yes, but we know how to do that. And that’s all about creativity and critical thinking. And then really, the last one, um, I think is underserved in our industry, which is emotional intelligence. Um, that ability to read people. And, and it connects to that critical thinking, right? If I can, if I can, uh, connect with you on an emotional level and understand you better, understand your psychographics as a person, which is much deeper than that you like Diet Coke, right? I want to know things deeper than that about you. Then I can use that emotional intelligence to be creative and create, create hyper-personalized experiences for you. That is something that I think isn’t. It. The industry in general, particularly on the branded side, does not foster in our industry. If those things are interesting to you, then go check out the independent or unchained space, because I think you’ll be a lot happier coming from a recovering brand employee. Ryan Embree: Ryan Embree: Yeah. I, I love that. I love everything about that. I mean, those skills are. I mean, it’s, it’s at the core of hospitality, um, especially the emotional intelligence. And I think y- you’re absolutely right. It’s a skill needed now more than ever, by the way. Um, and it’s gonna get trickier to navigate. So we’ll be those, those younger, um, hospitality professionals and, you know, at, at, at any age, really, that invest that time and effort into honing in that skill that are gonna, that are gonna see successes there. Um, I wanna, I wanna take, uh, a step back, Dina, and kinda look at the hospitality landscape right now for independent and, or unchained, uh, uh, hotels. Where do you see opportunity in today’s landscape? And then maybe where are some of the bigger challenges that, that they’re coming up against? Dina Belon: Sure. So I think one of our biggest opportunities I just mentioned, which is hyper-personalization, um, we really look at this, i- if you kinda start at the beginning of the process of how you do hyperpersonalization. Um, it really starts with zero-party data for us. Uh, every brand or every group or every, you know, independent hotel is different, um, in their philosophy on this. I’ve certainly, um, experienced and, um, met with people that do research on their guests online. They look up your Facebook page. They check you out and see what you might be talking about. Um, we have decided to take the approach that we only wanna use data that you have freely and willingly given us. Um, so we communicate with our guests a lot, um, when we can. So there’s a little bit of a differentiator here when we talk about this. Um, if you’re coming in as an Expedia or a Booking.com guest, probably not getting this experience because we don’t have, we don’t have much information about you, and those OTAs don’t like to share. So, but if, uh, you’ve stayed with us before or it’s a direct booking, then we have communicated with you, um, in a way that is fun and cheeky and kinda starts to get you. Um, w- we like to, we like to encourage kind of a pre-arrival experience that is, um, engaging and, and, and gets you kind of primed for what Staypineapple is gonna be like. So you’re not, like, smacked in the fa – you know, you’re expecting a Marriott courtyard and you’re smacked in the face with Staypineapple. Ryan Embree: Right. You got a dog running up to you and yeah. Um, Dina Belon: So one of the things we do is ask a very open-ended question, um, in a pre-arrival email to all of our, uh, direct booking guests. And it says, um, basically in a cheeky way, I don’t remember exactly how it’s phrased, but it’s why you come in to stay with us. And you would be shocked at the amount of information that people share with us and, like, get into deep personal things and tell us all kinds of stuff. That is a trevor – treasure trove of information. Again, that’s stuff that matters. Not whether Jack Daniels is your favorite, you know, liquor. Uh, like, I wanna know that you’re. What, what do you volunteer for? What, what are you passionate about? What do you care about? Are you married? Do you have kids? You know, like, the things that, that you really, really make you who you are, right? That’s, that’s what we really look at for hyper-personalization and allows our team to use their creativity. So that’s just step one, right? Gotta have the information. And then two, you have to have a culture of people that are encouraged and inspired to be creative, to do fun, interesting things, not just deliver a bottle of wine to your room. What? Ryan Embree: Yeah. Dina Belon: Right? Um, like, do something that’s about me, not about you. It, like, that’s what I always say. To me, the bottle of wine in the room is about you buying my loyalty. It’s about you as a hotel. It’s not about me as an individual. So everything should be about the individual and about what makes them excited or happy or feel welcome or feel like they belong, um, there. How many times have you walked into a hotel and you felt like there was a cool club and you didn’t belong? Ryan Embree: Mm. Yeah. Dina Belon: So awful. It is the worst thing about hotels, I think. One of the other things that I just find, um, disheartening about our, our industry is that many people that are not related to the hotel business think you can’t go in a hotel if you’re not a guest. That’s so sad to me, right? Like, there’s, there’s this perception of a barrier, and it’s the opposite of what we should be. Like, we believe our hotels are very much a community hub. And so we encourage the community to come into the hotel. And we don’t even, we don’t have a lot of food and beverage. And some of our properties don’t have any. Some have just limited. We have a few full-service restaurants, but it’s not about us wanting to make money in our restaurants. It’s about us wanting to create an atmosphere in the hotel that is engaging and activating for the guests that are coming. ‘Cause the guests wanna interact with locals. They don’t want to interact with somebody from New York – Right. When they’re in Seattle. They wanna hang out with Seattle people, right? Yeah. So it’s, it’s a real win-win model, but you have to turn, you have to turn that barrier so many people think exists. Ryan Embree: Well, you touched on two things there, Dina, that at the core of this independent hotel show series, it really comes back to, which is loyalty, you know, just fierce, fierce loyalty for inde – I mean, the type of loyalty that I hear from guests talking about independent hotels is very different from the other points or nights that I’m, that I’m hearing in, on the other side of it. And, and it’s a depth that will be word of mouth. I mean, when you talk about word of mouth, like, that is the ultimate s – what marketing can’t buy, right? That storytelling that they’re going to be able to provide you champions of your brand and advocates for your hotel. Uh, the second thing is local community engagement and getting the community on board with what you do. I see it no greater place than Miami when we’re at, at the independent hotel show. And they talk about trying to just infuse that Miami culture into their own properties. And it does attracts a lot of locals. And, and you’re absolutely right. It’s, there’s a parallel where probably somewhere where you, where we talk a lot about reputation and people being scared of those one-star, two-star, or even negative feedback in any sense of it, embracing that and saying, “I don’t want one-star reviews, but I wanna see the negative feedback so that I can fix it, right? I want those, I want those locals to come into my hotel. Um, I don’t wanna put that barrier up because I wanna be that community hub. I love that. So what about any challenges you think right now? Dina Belon: Yeah, I think, um, the, there’s, there’s a number of challenges. I mean, I can, I can talk about the obvious, the headwinds on inflation, the cost of human and financial capital, maintaining service quality while we’re trying to maximize profit. Yeah. I like all of the blah, blah, blah. All of the, Ryan Embree: Yeah. All those talking points. Dina Belon: Yeah. They’re not very fun topics though. Um, honestly, I think the most interesting topic right now is really AI. And I do think it’s our biggest risk, particularly in our, our world of this unchained or independent hotel space. It’s the biggest risk we have, and it’s also the biggest opportunity. And it could go either way. And I think it will probably go hard one way or the other. It won’t be somewhere in the middle. And the reality is, is AI, AI search, which is kind of where we’re at right now, not, we’re not really to the point of bookings starting a little tiny bit. But, um, AI search is focused on very deep, complex, broad data about a hotel. So a, a person, and it really starts with the search parameters. You’re going from keyword search, like, I’m going to Seattle and I wanna be near Pioneer Square, to, I’m interested in a boutique hotel with a cool vibe that has a restaurant and provides a great sleep experience. Those two searches are completely different and is where the threat and the opportunity comes from. The opportunity is, as the hotel owner, operator, you have the best opportunity to create very deep content that is searchable by an AI. Compared to Booking.com and Expedia and all the others, their scale just does not allow them to create that kind of deep content for every hotel on their site, right? So you can create a higher value for the AI search to go to your website over somewhere else that it can go find your hotel. You might still find your hotel, but you’d rather get the booking. Um, direct and get the AI sending the guests to your website to check out the hotel than to booking.com ‘s website to check out. So that’s where the opportunity is. Threat is very real that the big brands and the OTAs have the pocketbooks, bandwidth, the resources to win at this fight and come in and put themselves between us and our guests. And so I think both at a legislative level, all the way down to individual property advocacy and elevating your voice online and everything in between, every hoteler, hotelier needs to be paying attention to. Because in the next five years, you could lose, you could lose the connection to your guests prior to arriving. And that, for us, that would ruin a huge part of our experience. Like we have pre-arrival concierge that helps you curate and plan your experience for your whole trip, not just your hotel stay. All of that would be for naught if I can’t communicate with my guests. Ryan Embree: 100%. Yeah. Uh, seismic shift happening, technologics pl – like shifting beneath us. Uh, I think you’re absolutely where it’s gonna impact everyone from the big brands all the way down to the small independent hotel who, who thinks, “Oh, this is, this isn’t coming for me. It’s gonna have wide ranging effects. It’ll be very, very interesting to see.” But share your concern, but also hopefully that little bit of hope there too, that it, it does go that right way and hospitality stays in, in somewhere where we come to know and, and love our industry. I wanna shift gears. Another thing I’ve, uh, learned about you over the years following your content and your career is your work, uh, inspiring, empowering the next generation of female hospitality professionals. Dina, I’ve seen you on stage at, at multiple panels, uh, a- a- around this subject. Tell us a little bit about the work you do behind the scenes and any tips you would share for up and coming Suite Spot female listeners or just the listeners in general here. Dina Belon: Yeah, I do. I love this topic. I, I love to empower women. Um, I think, uh, uh, we’re, we’re a force in this industry, um, and our voice should be heard. Um, so I, I like to support other women by a couple of things. Um, you’ll, you’ll, you’ll start to notice, I like to simplify things down to like one, two, three points at most. Yeah, I like it. Um, because I think it’s the way the human brain works. Sure. And the best way we can kind of, uh, create change – Yeah. Is by having a very focused, uh, approach to it. I really like self-advocacy, um, and encouraging women to self-advocate, because I think in general, this is a generalization because it’s not all women, but in general, we’re not great at it. Um, men are much better at self-advocacy than women. There’s been all kinds of study and research done on that. Um, and it’s a huge part of why women are paid less, why women are promoted less, because they just don’t ask. They don’t raise their hand. Um, and so I. And then the, the second point kind of ties in, which is leading by example. And so I think I love to tell stories about my career when self-advocacy was a benefit to me and how I got to where I am. And I’m afraid of it too. Let me tell all the female listeners I am not great at self-advocacy. Um, I’ve learned to do it over the years while I’m kind of gritting my teeth in the back of my mouth. Um, but I, there’s been a number of times when, you know, the really, the places where my career really took off, um, I stood up for myself and I raised my hand and I said, “I can do that.” Or, “I can even do more than what you asked me for.” So I’ll give you an example. Um, when I was at Wyndham, um, we, we acquired another company that did the same thing as we did. Um, and we were looking at how to create efficiency and blah, blah, blah. One was in Seattle and one was in Florida. And I was in the Florida office and I was asked, and we were the acquirer, so we acquired the company in Seattle. And so I was asked to fly out to Seattle and check out how my division, which we did all the renovation work and capital improvements and stuff like that, how my division would work with the group in Seattle. And so off I went on a plane and met with them and talked to them and figured out how they did things and figured out how we did things. Um, and so the ask was like, how do we merge the two and how do we create some efficiency? And I came back with a combined team that had me at the top of it with a promotion to vice president. It was really hard for me to do. It was a little bit easier because I gotta do it in writing and send it in and I didn’t have to say it out loud. Um, but it worked. And it was the first VP role I ever had. I was one of the youngest vice presidents at Wyndham. I remember the first time I went to the all leadership meeting, which was, happened once a year at Wyndham. There was 500 people there. This is vice presidents and above. Um, that’s how large the organization is. Um, that’s less than 5% of the employment base of the company. Um, and I was one of the youngest and I was one of the few women that were in the room. And I was blown away by that factor. And I went, “I, I need to work at do- doing something about this. I need to help other women.” ‘Cause particularly 20 years ago probably, um, there was a little bit more sharp elbows among women. There were so few seats in leadership that we were competing for them. And I think women weren’t as good as we are today at lifting everybody up instead of competing with each other. Adding more chairs at the table instead of competing for the one that a woman is gonna fail, fill. Um, so those, I think, are really my biggest things that I recommend younger women focus on is be an example to other women around you, above you, below you, beside you, I don’t care. Advocate for yourself. Advocate for other women and support each other. Um, don’t compete with each other. Ryan Embree: Yeah, I love that. I love that story. And I think we, you know, it’s inspiring to hear those, right? Because it, it can be scary sometimes. Um, but to hear those, those stories, those real life, um, you know, personal, uh, examples in front of you, those are the things that maybe get you that extra bit of confidence there. And it’s, it’s very, very cool to see. So, uh, appreciate your work there. And, um, you know, ex- excited to, to share that with those tips for the audience. Definitely wanted to, to, um, go into that topic a little bit. Um, but this is the Independent Hotel Show series. We might change your episode to say Unchained Hotel Series. But, uh, we’ll, we’re gonna. This is. We’re talking today about the Independent Hotel Show happening this year, September 16th and 17th. Uh, Miami Beach. Remember, listeners, uh, don’t forget to use promo code Ryan26. That’s for a complimentary, uh, registration. Dina, you’re on the advisory board. You’ve been a long time supporter of this show. What inspired you? Take me back to when you were first kind of asked to get involved with the show. Uh, what inspired you to get in, like, first involved with it? And how do you see it supporting independent hoteliers? Dina Belon: Yeah. I was, uh, introduced to it before the very first one and asked to be on the advisory board. And it was an immediate yes, and yes, what can I, what can I do to help? Because I knew that there was a gap in our industry in the independent space for a place for independents to get together and have real conversations and real opportunity to collaborate and learn from each other. We’re so isolated, um, in, in many ways. Like, we don’t have a mothership to create all of the stuff, the, you know, programs or education or philosophy or how do you do this? Or what do you do with that? Or, you know, how do you get mustard stains out of the towels? You know, like, anything. Like, we don’t have a mothership that helps us, that hands us a bunch of stuff and tells us how to do it. Each of us are creating all of this on our own. And that’s part of what makes our sector of the industry so unique and great, is that you get a different experience at every property because they’re all created through a visionary process. But there’s also a lot that we could share best practices and adapt what somebody else is doing to what we’re doing. I, like, I love to talk to, um, suppliers and vendors and tech companies, um, that reach out to me all the time because I learn from them. I learn what they’re doing, um, how one of their customers is doing something. You know, like, we constantly have a need for new knowledge and collaboration in our space that didn’t exist. And so this show is one of the only things that are really in our space focused on us and give us the opportunity to do that. It is an incredibly good show. It’s so well curated from, uh, an educational perspective, from the sessions. There’s multiple stages. Um, everything is in one room, which I love. Um, you can, you know, you can be listening to a panel discussion that’s really energizing, and then you’ve got a 10-minute break and you can run over and see a vendor that you wanted to talk to because you’ve only got 10 minutes. And then you get, you know, it’s not spread out. It’s not like the big shows where, you know, you’re gonna have to walk 10 miles to get to something. And the people that are there care and are focused on the independent space. So you’re also not gonna get the eye rolls and the you’re too small and we don’t care about you, and oh, you’re not part of Marriott, uh, you know, conversation, whether with vendors or with anybody, right? The, the people that are here are passionate about this part of the industry and are ready and willing to help anybody that comes to the show improve what they’re doing. Uh, like, I love helping other independent hoteliers, uh, in any way I can. In any context, talking about distribution, talking about guest service, talking about, you know, any, any part, because there are enough customers out there for all of us. I know we’re competitors, but, um, helping, helping everybody lift is a much better strategy than trying to elbow somebody out. Ryan Embree: Absolutely. We’re all in it together. 100% agree. And it’s funny, you know, you were mentioning at the, at the top of the answer about, you know, how independent hotels don’t have some of these resources that the big brands do. Uh, you know, one of the, one of the common things that big brands do is have an annual conference, right? And they get everybody together and, and share ideas and challenges. This is like the annual conference for independent hotel shows. So it’s a sense of belonging. Um, it’s a different energy. It’s a different. It’s, it’s a different type of, uh, uh, of event. Um, it. So real quick, first, uh, tip for any first time attendees that, uh, might be going. Dina Belon: Yeah. Um, I think two. Again, I love my, my two or three points. Um, be curious. So show up curious, um, and, and open and willing to share. Um, because that’s what your, your analogy to a brand conference is perfect because, um, that’s what we’re there to do is help each other. Um, and being curious will help you just be a sponge and take things in. Um, use, use AI in this scenario, um, and help have an AI assistant help you, an electronic one in your pocket, help you remember all the stuff that is gonna come at you because it’s gonna come like a fire hose and it’s gonna be really hard to remember it all when you get home. Um, I use Pocket for anybody who cares. It’s a little tiny device that I literally keep in my pocket. And I push it anytime I have an idea, I can just talk into it. Or I can push it if I’m having an interesting conversation with somebody and it’ll record that conversation. Of course, I ask the person before I do it. Um, but right? So that it, so that you’re, you’re capturing all of that interesting, cool ideas and, um, vendors and sup – you know, people that can support you. Um, it, walk away from an interaction with somebody and they’ve handed you their business card. Take your little device. It can be your phone too, but however you wanna do it and say, “I just met Ryan with Suite Spot and I really wanna be on his podcast. I need to reach out to him after when I get back.” And then your little AI will give you a to-do when you get back, uh, home. So that’s, that’s my number one tech tip. Um, and then I think the other, the opposite of that, which is a little challenging sometimes, is set the technology down and be present and be aware and pay attention. And don’t be on your phone answering emails from your staff back at your hotel. Like, I know it’s super hard to disconnect and, and be present while you’re at the conference, but you’ll gain a lot more if you’re there and you’re listening and you’re talking. Like, if you go to some of the educational sessions, raise your hand, ask questions. Make a point. Don’t even ask a question. If you’ve got an idea that the panel needs to hear, raise your hand and say it. Um, because it’s a, it’s a dialogue. This isn’t a. There’s, you know, we don’t have the president of Marriott and the president of Wyndham sitting on a panel telling us all how to do things. We’re all collaborators that are telling how we’re doing things and wanting to hear how you’re doing it and figuring out how we can share, share those ideas. So be present. Ryan Embree: That, that’s a great. Yeah, that’s a great mindset to, to enter this show into. My tip is gonna be make sure you see Dina Bellin on stage, uh, because she’s gonna be there once again. You’re gonna be moderating a powerhouse panel. Hospitality is not a department. Um, give us a sneak preview, if you can, of what that discussion might unpack and maybe your thoughts on the topic. Dina Belon: Yeah. It’s really gonna be, you know, about how hospitality is a culture. It’s not a silo. It’s, um, it’s really formed over time through behavior and modeling. Um, it’s not training manuals. It’s not a poster on the wall. It’s values. Um, it’s about, um, really taking everybody in your organization, whether it’s ops, which always seems obvious, but the finance departments, you know, HR, uh, the marketing team. Like, is everybody aligned to your mission and values as an organization? And you as a leader, are you practicing, as a lifestyle, the culture of your organization? So hospitality is not about the ops department. It is about the entire organization following a. Identifying first, have you identified? Right? So, like, our mission at Staypineapple is where stays become stories. Um, it’s a cute, cute way to say it, but it is in very real terms. We want your stay to be so impactful and so memorable that it becomes a lifetime story for you and your family. That kind of connection, that kind of sense of belonging, that kind of emotional feeling, um, is what we’re after, and that’s our mission. And so, if I’m not living that lifestyle every day as the leader of the organization, and our CFO, and our accountant, and our HR, uh, manager aren’t living that lifestyle, how can we ask the hotel teams to live it? Ryan Embree: Yeah. Great point. Yeah, it’s, I mean, it’s hospitality, right? And what we’re always trying to, to try to accomplish, uh, at the end of a guest day is to really, uh, not just, not just feel, feel the, the hospitality, feel the s – the, uh, uh, the, the service that we were providing them. Uh, not just feeling like they, they stayed in, you know, four rooms in a, four rooms in a box, right? That’s, that’s what – Yeah. The old saying. Dina Belon: How many hotels have you forgotten – Ryan Embree: Right. That’s a wonderful point. Wonderful point. And a great segue into our next, because I think you’ve got an unforgettable, um, uh, portfolio over there. So we’re gonna do some rapid fire here, Dina, to get to know you and your, uh, portfolio a little better at Staypineapple Hotel. So, uh, we always like to start with our favorite view from one of your hotels. Dina Belon: Definitely Chicago. So we’re in the loop and we look right at the Chicago Theater sign. And then three blocks down the other way, you can see the edge of the bean. And then there’s this amazing jazz mural, uh, from the corner rooms of the building. The, the incredible view. And we’re an urban city center, so views are not generally our vibe. Um, right? It’s usually another building next door. Um, but that one, that is really incredible. Ryan Embree: That makes for a good one. Uh, favorite fun fact about one of your properties? Dina Belon: Oh, uh, this is personal. Uh, uh, Fetch, which is our recycling program, is, um, all built around our dog obsessed culture. Uh, again, we like to be, you know, funny and cheeky. Um, so Dash, who’s our, um, our mascot, um, the pineapple pup. Um, he helps with waste reduction education, the Fetch program. Get it? Fetch, dog. Ryan Embree: Oh, I love it. Yeah. There you go. Uh, favorite signature dish, um, or amenity? Dina Belon: Hmm. Um, there’s a couple. Oh, goodness. These, this is hard. This is really hard. I, I mentioned the naked experience already, so I’ll let that one go, though that is one of my favorites. Again, personal. So you might start to see, I have a little bit of slant towards sustainability. Um, I am. It’s a, it’s a personal topic that I’m very passionate about. Um, our water bottles. Um, it was a huge lift for us to figure out. So, uh, what, I don’t know, five years ago, we used to have, um, unlimited water bottles available to our guests. Um, it’s part of our health and wellness program. We believe that, you know, hydration is a big part of health and wellness, particularly in en – urban environments when you’re walking a lot, you need to stay hydrated. It gave me a lot of heartburn. We were, we were, we were selling, or not selling, giving away a half a million water bottles, plastic water bottles a year. And it just, it hurt my heart. Um, so we were able to partner, um, with Path Water to do a custom 20-ounce aluminum water bottle pre-filled. Um, and we leave that in the guest room complimentary for every guest. And we put a water bar in our lobbies, um, for, to refill those bottles. Um, and that replaced all the plastic water bottles. And so, so now you see really fun, cute, steak pineapple aluminum water bottles all over the airport all the time in our city. Ryan Embree: Hey, there you go. Great marketing goes along with it. Uh, favorite guest experience? Dina Belon: Um, definitely Surprise and Delight, which is our, uh, strategy around that creative, uh, you know, hyper-personalization for guests. Uh, really creating those moments that create memories and stories. Ryan Embree: And then last favorite piece of art. Ryan Embree: That’s funny. Um, we, we happen to have our owner, our founder, Michelle, is a huge art collector. So that is really hard. We have a lot of original art in our hotels that’s from her personal collection. She regularly emails me and says, “Hey, I just bought a new piece, and can you find a place to put it in one of the hotels?” And I’m always like, “Oh my God, I’m running out of walls, Michelle.” But I think my favorite that she has, um, bought for every single hotel is, um, a Martin Goldstein original dog sculpture. Um, he is famous for creating these whimsical, limited edition bronze dogs that are known as Harvey Dogs. Um, and they’re just super cute. Um, and you can find one at every hotel. It’s, it’s one of those, like, Disney where you have to find the Mickey Mouse and Everything. Ryan Embree: Yeah, like a little Easter egg, yeah. Dina Belon: Exactly. An Easter egg hunt at any Staypineapple is go find the Marty Goldstein, uh, Harvey dog. Ryan Embree: All right. Well, there it, there it is. Challenge, um, put out there for our Suite Spot listeners, uh, visiting Staypineapple Hotels. Well, Dina, thank you. You’ve spent, um, quite, uh, some time with us. Um, thank you so much for sitting down. As we wrap up today, we do like to look into kind of our hospitality crystal ball. Uh, try to predict the future, which is becoming more difficult to do every single day, uh, now with every, the technology and AI. But, you know, as president of Staypineapple Hotels, what’s your vision for the future of, uh, the brand? Dina Belon: Yeah. You know, I think we’re gonna continue to expand on our ability to connect with guests and make them feel like they belong when they’re at Staypineapple, that they’re part of the family. And I know that sounds kitschy, but it’s, it’s a very real emotional, uh, mission for us. And, and in the broader context, what we believe the hospitality’s, hospitality industry’s role and responsibility in society is, and will become even more important as robots take over the world. That human connection that a hospitality industry can create, um, becomes an imperative for us to stay connected as a society. Ryan Embree: I agree. Yeah, that was just gonna echo that same sentiment. I think it’s gonna become more and more im- important. So we need, uh, brands like Staypineapple Hotels to, to keep true to that hospitality mission statement. So Dina, thank you again, uh, for taking the time to join us here on The Suite Spot. Any final thoughts before we wrap up? Dina Belon: Just go out there and be you, you know? Uh, don’t be afraid to, uh, come play in the independent space and definitely come to the Independent Hotel Show in Miami and, uh, let’s have a cocktail. Ryan Embree: Let’s do it. Uh, both Dina and I will have the privilege of being down there in Miami. We hope to see you in person. Dina, thank you so much for joining us here on The Suite Spot, and we hope to see you at the Independent Hotel Show in Miami. Thank you. And thank you for listening. We’ll talk to you next time here on The Suite Spot. To join our loyalty program, be sure to subscribe and give us a five-star rating on iTunes. Suite Spot is produced by Travel Media Group. Our editor is Brandon Bell with cover art by Bary Gordon. I’m your host, Ryan Embree and we hope you enjoyed your stay.  

What if the reason your customer experience strategy isn't working... is simply because nobody can remember it?The best processes in the world don't matter if your team can't recall them when a customer is standing right in front of them.In this episode, I'm diving into one of my favorite (and most overlooked) tools for creating consistent customer experiences: mnemonic devices. From "righty tighty, lefty loosey" to Starbucks' LATTE service recovery model, I'll share why simple frameworks stick—and how the world's best brands use them to help employees make better decisions under pressure.Then I'll walk you through my own five-step STICK framework so you can create memorable, actionable systems tailored to your business. Whether you're training new employees, improving service recovery, or looking for a way to make your customer experience more consistent, this episode will help you build processes your team will actually remember—and use.In this episode, you'll learn:Why most customer experience frameworks fail (even when they're good)How mnemonic devices make training more memorable and repeatableReal examples from brands like Starbucks, Apple, Marriott, and McDonald'sMy five-step STICK framework for creating your own memorable customer experience systemsHow to turn complicated processes into simple habits your team can execute with confidenceBecause if it doesn't stick... it doesn't scale.--------------------------------About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She's delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans.Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

Episode 254 opens in person at the shore on National Spoil Your Dog Day with Bucky. Before diving into recent travels, Erin and Mike preview their upcoming trip to LA for the Tinter Battles window tinting championships, where they secured media passes, and plan to interview the CEO. Erin then breaks down her whirlwind coast-to-coast trip to LA, which started with her binging all three seasons of Ted Lasso after discovering the hit Apple TV series originally evolved from a three minute Premier League commercial created by an ad agency. After enjoying United's Polaris Lounge and flying first class to LA, Erin was picked up by a chauffeur who misplaced his debit card, forgot where his car was parked, and accidentally drove to the wrong Marriott. Erin made her way trinketless to the LA Sparks WNBA courtside game held to promote Ted Lasso Season 4, where 7,000 replica "Believe" signs were handed out, and she met up with creators including Molly Markle and the Bellairs (who dressed in full Ted Lasso costumes). Before the game, Erin hit it off with a woman who turned out to be the global head of Adidas Basketball, explored the VIP courtside lounge and its marble bathrooms featuring mahogany "wet floor" signs, cried during a retired player's jersey ceremony, and accidentally caused a brief panic when she tried to dribble a ball on the court.After FaceTiming Mike and Sam from the court, Erin later spotted actor Jeremy Swift (who plays Leslie on Ted Lasso) at the airport lounge on her flight home. To close out the episode, Mike and Erin share a wholesome "No Bad, No Sad" story about NFL star JJ Watt. After a fan tweeted about being too shy to ask JJ Watt for a photo when they ate breakfast near each other in NYC, Watt saw the tweet, asked where the fan was hanging out, showed up at O'Hara's bar, and joined him for a Guinness.

ABOUT HEIDIMARIE KRIZ Heidemarie's profile: linkedin.com/in/heidemarie-kriz-0772177 Websites: positiveaffairs.com (Company) krizh.com (Company) pointofsale.doctor (Company) Phone: +43 676 3026618 (Work) Address: Kohlmarkt 8-101010 Vienna I Austria Email: office@krizh.com AKTUELLER RETAIL NEWSFLASH PODCAST >>> https://fanlink.tv/rnfp13022026 Latest Press releases KRIZH in Forbes Magazine Slovakia :  https://www.forbes.sk/super-retail-club-prichadza-na-slovensko-prvykrat-nan-zavita-expertka-heidemarie-kriz/ BIO: Heidemarie Kriz is among the pioneers who recognized the multi-sensory dimension of retail long before it became a trend. With almost 30 years of international experience, she merges with architecture, design, and commerce to create environments that are both emotionally engaging and commercially effective. She has directed more than 200 retail projects across Europe and the MENA region for global brands such as Nike, Apple, and Levi's. Her Vienna-based studio KRIZH® stands for brand-focused spatial design and holistic retail strategy — from concept development and customer journey mapping to sensory engagement and visual merchandising. Acting as a one-stop shop for retail innovation, her work transforms spaces into immersive brand experiences that engage all five senses and build lasting customer relationships. Before founding her studio, Heidemarie held senior roles at international retail brands, where she developed store concepts rolled out across Europe. (more than 200) Her portfolio extends beyond retail to hospitality and office design — experience that enables her to identify synergies and develop solutions that transcend industry boundaries. In 2020, she founded Point of Sale Doctor®, a hybrid consulting platform optimizing retail spaces both in-store and online. With her rapid analysis method, she provides precise, actionable input-from layout to product presentation- achieving measurable sales growth for her clients. Recognized as a Top Retail Expert 2025 & 2026 by RETHINK Retail in New York City, Heidi is a published author (Stores + Shops, Across Magazine, Deutscher Laden-bauverband, Instore Slovakia, retailmagazin.sk..), speaker at conferences, universities and brands, and since 2021 co-host of the Retail News Flash Podcast. Since 2012, she has curated immersive retail trend tours in cities such as Vienna, Venice, Nice, and New York. Holding a Master of Science in Architecture from Graz University of Technology (she is also Civil engineer in architecture) and additional certifications in Marketing & Sales as well as International Project Management, she continues to shape the future of retail as a holistic sensory experience — seamlessly connecting the analog and digital worlds. Her unique approach with Point of Sale Doctor® combines speed, intuition, and deep expertise. Within minutes, she can evaluate a shop concept and identify potential improvement. Known for her “truffle pig nose,” she instinctively discovers exceptional stores wherever she goes. By linking retail with hospitality, museums, and hotels, she creates environments that speak to all senses and leaves a lasting impress *                     *                          *                          * ABOUT DAVID KEPRON: LinkedIn Profile: linkedin.com/in/david-kepron-9a1582b Websites:  https://www.davidkepron.com    (personal website) vmsd.com/taxonomy/term/8645  (Blog) Email: david.kepron@NXTLVLexperiencedesign.com Personal Instagram: https://www.instagram.com/davidkepron/ NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/ Bio: David Kepron is a multifaceted creative professional with a deep curiosity to understand ‘why', ‘what's now' and ‘what's next'. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe.  David is the Retail Studio Principle at Little Diversified Architectural Consulting (Little) and a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott's “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels.  In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies.  As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace.  David currently shares his experience and insight on various industry boards including: VMSD magazine's Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation's Program Committee as well as the Center For Retail Transformation at George Mason University. He has held teaching positions at New York's Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.   In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon The NXTLVL Experience Design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production is by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

Subscribe to This Week in Hospitality wherever you get you podcasts: Spotify - https://open.spotify.com/show/5oPExA0txHMjEI5Ye13IUy Apple Podcasts - https://podcasts.apple.com/us/podcast/this-week-in-hospitality/id1849637233 Youtube - https://www.youtube.com/@ThisWeekinHospitality   This week we're joined by Sarah Kopit, Editor-in-Chief of Skift — the publication that fuels basically every episode of this show — and she came ready. We open on the story all of hospitality shared this week: Aman's brand-new, $6,000-a-night Amanvari turning away independent reviewer Ryan Walker at the gate on night two, then calling the cops on his driver. Scott and Sarah are inclined to give Aman the benefit of the doubt. Ben isn't — he thinks it might be the canary in the coal mine for a brand scaling faster than it ever has. From there we get into The Squeeze, Sarah's reporting on the crisis crushing America's small and mid-scale hotel owners. Record brand profits, owners barely cash-flowing, and a franchise model showing real cracks. We dig into why owners are revolting, what deflagging really costs, the financing fears keeping them locked to their flags, and the gut-punch of learning the Google reviews you spent eighteen years building don't belong to you — they belong to the brand. Then Marriott's new rebate: a real concession, or breadcrumbs tossed to the good boys who hit their guest-satisfaction scores? Sarah makes the case that the credit card companies are now the biggest force in travel, and that Amex and Capital One are building their own soft brands in plain sight. We close with a game — the hotel accounts winning on social, and the 99% still getting it wrong. This one's loaded. Come hang. — This Week in Hospitality is presented to you by Journey. Journey is a loyalty platform built specifically for independent boutique hotels and high-touch hospitality brands. Our mission is to give operators the same powerful rewards engine, data intelligence, and guest insights that major chains rely on — without asking them to give up the individuality, soul, or story that makes their property extraordinary. If you're an owner or operator of an extraordinary, independently owned and operated hotel or residence — and you want to see whether your property is a fit for the Journey Alliance — you can learn more and apply at https://www.journey.com/alliance — Key Topics & Timestamps 00:00 — Intro 09:49 — Story #1: The Great Hotel Owner Squeeze 33:05 — Story #2: Aman's YouTuber Fiasco 44:41 — Story #3: Marriott's Owner Concession 55:01 — Hotel Social Media Game 01:06:23 — Spice of the Week — Special Guest: Sarah Kopit — Editor-in-Chief of Skift LinkedIn: https://www.linkedin.com/in/sarahkopit   Your Hosts: Zach Busekrus — Journey LinkedIn: https://www.linkedin.com/in/zachbusekrus/ Instagram: https://www.instagram.com/behindthestays/   Scott Eddy — Global Travel & Hospitality Expert @MrScottEddy LinkedIn: https://www.linkedin.com/in/mrscotteddy/ Instagram: https://www.instagram.com/mrscotteddy/   Ben Wolff — Founder of Onera & Oasi LinkedIn: https://www.linkedin.com/in/ben-wolff/ Instagram: https://www.instagram.com/iambenwolff/   Edwin Kramer — Luxury Hotelier Consultant & Former GM LinkedIn: https://www.linkedin.com/in/edwinckramer/ Instagram: https://www.instagram.com/edwinkramer/

We look at Louisville's hotel development boom on this week's Access Louisville podcast. Senior Reporter Joel Stinnett breaks down why tourism leaders and convention organizers say Louisville needs more hotel rooms — something he'd looked into for a recent cover story. While weekend tourism remains strong, the larger opportunity is attracting and growing conventions during the week. We discuss nearly a dozen proposed hotel projects around Downtown Louisville and one in Southern Indiana and what they could mean for the local economy.We also talk about the proposed Clockworks development in Clarksville, Indiana, where developers plan to anchor a $500 million mixed-use project with a 175-room Marriott hotel. Later in the show, we discuss the surprising news that no Louisville hospital made the latest U.S. News & World Report rankings of Kentucky's top hospitals. Stinnett explains which health systems topped the list and offers some perspective on how those rankings are determined.We also cover Baptist Health Floyd's planned emergency department expansion in New Albany and a new bioscience research facility planned as part of the University of Louisville's Innovation Park development near the Belknap Campus. Late in the show we mention the future of the former Theatair X property. Access Louisville, sponsored by Baird, is a weekly podcast from Louisville Business First. You can listen in the player above. You can also follow it on popular podcast services including Apple Podcasts and Spotify, which are linked above.  

Chef Keiona Jackson became the first African-American and first female executive chef in Oxford, Mississippi; then walked away from six figures and a kitchen she loved when her body finally said what her mouth wouldn't. This episode is for anyone who's ever been praised for their grit and never asked what that grit was actually costing them.-------------Registration for the free monthly Leadership Lab is open — a live working space for chefs ready to lead without losing themselves — @ https://thecheflifebrigade.com/thelab--------------"You have to value yourself and your worth more than a title or two accolades — or appeasing somebody, or a credibility, whatever the driving force is behind doing something that your intuition told you not to do."Standing on a Sugar BucketChef Keiona's story doesn't start in a professional kitchen. It starts in Mississippi, five years old, standing on a gallon sugar bucket next to her grandmother so she could reach the counter. Breakfast, lunch, and dinner. Everybody in the neighborhood knew that if you were hungry, you could find a plate at her grandmother's house — any part of the day.She didn't set out to chase titles. She started an aviation mechanic job for Jeep and accidentally built a catering company on the side — business cards from Vistaprint, an EIN, no idea she was technically operating illegally. All she wanted was to feed people and watch them smile. That was the whole plan.The plan changed because other people kept seeing something in her that she wasn't looking for.Becoming the First — and Paying the Tax Nobody Talks AboutIn 2018, Keiona became the first African-American executive chef and the first female executive chef in Oxford, Mississippi. She calls it an honor. She's also honest that it wasn't celebrated the way it should have been, in a town she describes plainly as racist-centric.She was in kitchens with the "good old boys" who told her she wasn't good enough to be anything but a prep cook or a dishwasher — after she'd already worked her way past those positions. She was, more often than not, the only woman and the only Black woman in the room. She had to earn respect from men who didn't extend it by default, just so they'd do their jobs.She didn't do it to be a trailblazer. She did it because she wanted the next person who looked like her to have an easier path than she did. "I didn't want to be the only African-American executive chef," she says. "I want to mentor people to come in that look like me to take that position."What Actually Surprised Her About the JobAsk most people what it's like to become an executive chef and you'll get a story about pressure, pace, plating. Ask Keiona and she'll tell you about systems and processes — the invisible infrastructure most kitchens don't have, and the reason so many restaurants fail long before anyone notices."As an executive chef, you are a mother, a mentor, a leader, a cook, a paper pusher," she says. She still has employees from 2018 who call to check on her. She leads by example — if she asks someone to deep clean, she's on her knees next to them, because she doesn't want to explain what she wants. She wants to show it.That instinct comes partly from her master's in psychology, which she never formally used as a career — she uses it every day with her team instead. Her coaching philosophy is simple and hard to actually practice: "You have to humanize the experience." Take the business logic out of the moment when someone's struggling. See them as a whole human being, not a pair of hands on a schedule.The Cost of Being the One Who Can Do AnythingHere's where the episode turns. Because being that reliable, that skilled, that willing to carry the kitchen on your back — it works, right up until it doesn't.A company that bought the hotel she used to run in Oxford asked her to come back and restore it. She still had a heart for that place. It was home. Against her own discernment — the part of her that was telling her not to go back — she said yes.She got the property back into Marriott compliance. She stood up a rooftop restaurant short-staffed, in the slow season, while corporate told her they were "solely dependent on her expertise" — and then micromanaged every decision she made. Seven days a week. Twelve to fifteen hours a day.Her body started keeping score before her mind admitted anything was wrong. Memory loss. A stutter that came and went. And one day, trying to get on an elevator at work, she pushed the button — and her feet simply wouldn't move. Her brain sent the signal. Her body didn't answer. People were behind her trying to get off, and she couldn't make herself step forward.She resigned October 7th. It took nearly six months to be restored, mentally and physically.Can Resilience Actually Be a Hindrance?We asked her directly: can endurance and resilience — the very traits that got her here — actually be a bad thing?"It's absolutely a hindrance," she says, without hesitating.That's the hammer of this episode. Not that resilience is bad. That resilience without a boundary attached to it isn't strength — it's a slower, quieter way of disappearing. You have to value yourself and your worth more than a title, more than an accolade, more than the credibility of proving you can do it again. Whatever the driving force is behind ignoring your own intuition, you have to value yourself over it.Putting Her Brain on PaperSince then, Keiona has spent months doing something that sounds unglamorous and is actually the whole turnaround: she wrote it all down. A thousand Google Sheets and docs. Fifteen years of operational knowledge that used to live only in her head — the reason she was always the one everyone called — finally on paper, so someone else could actually step in."It was a heavy weight," she says, "and I can feel it lifting from my chest when I submitted the last document."That's what delegation actually looks like when it's not a productivity buzzword. It's relief. It's the difference between being needed and being trapped.Boundaries, Routine, and the Discipline of NoThese days, her mornings start with prayer and meditation. She's in the gym regularly. She reads for the pure pleasure of it again, because that's a version of herself she'd lost. And she names the one skill that changed everything: learning to say no."No is the biggest thing for me," she says. "The ability to say no and to understand that you don't have to accept everything." In the past couple of years, she's walked away from more deals than she's said yes to — a hard reversal for someone who used to jump on every opportunity out of fear it wouldn't come again, and who's been burned by people who took her ideas because she gave too freely, too fast.What She's Building NowKeiona isn't stepping back from the industry — she's rebuilding it from underneath. She's launching the Mississippi Culinary Reentry Program Initiative, training and placing returning citizens in culinary jobs. Seeds to Skillet brings kids in her hometown of Oakland, Mississippi into the kitchen and the garden, teaching them to grow their own food and eventually cook a graduation dinner for their community. And she built the Operator's Playbook — an app that puts real restaurant SOPs, costing sheets, and P&L education in front of small operators who can't afford a consultant.All of it traces back to one line she repeats twice in this conversation, once for herself and once for anyone still building without a map: "I want to be that person that I didn't have."Chapters00:00 - Cold Open: The Elevator That Wouldn't Move01:45 - Welcome, Chef Keiona Jackson02:14 - From a Sugar Bucket in Mississippi to Culinary School04:42 - Becoming Oxford, Mississippi's First Black and First Female Executive Chef08:08 -The Mentors Who Believed First10:42 - What Nobody Tells You About Running a Kitchen13:19 - Humanizing the Team, Not Just Managing It16:13 - The Bolognese Test: Chasing Validation in Italy17:34 - Living With Imposter Syndrome20:04 - Building What She Didn't Have: Reentry Program, Seeds to Skillet, the Operator's Playbook27:47 - Can Resilience Become a Hindrance?29:44 - The Elevator That Wouldn't Move (For Real This Time)34:16 - Boundaries, Delegation, and Putting Her Brain on Paper36:59 - The Power of NoChef Keiona JacksonAB Techniccal College | Culinary ProgramCarolina Health & WellnessRegister for The Leadership LabThe Recipe For Your Success NewsletterStay Tall & Frosty. And Lead from the Heart. —Adam.Podcast Copyright — Chef Life Media LLC

He lost nearly 100 friends on September 11th.Twenty-five years later, he says he has a wonderful life.In this episode, I sit down with retired FDNY firefighter and 9/11 survivor Tim Brown, who was inside the World Trade Center on the morning of the attacks and came within seconds of dying when the South Tower collapsed.We talk about the final conversations he had with the friends he never saw again, the prayer he whispered while holding onto a steel column as the building came down around him, and the grief that nearly broke him in the years that followed.But this conversation isn't just about 9/11.It's about how you survive the worst day of your life.We talk about why Tim went through nine therapists before finding the right one, the small habits that slowly pulled him out of darkness, and why he believes, "It will get better if you just hang in there."Tim Brown is a retired FDNY firefighter and the author of The Greatest Love, a tribute to the courage, sacrifice, and humanity he witnessed on September 11, and the lessons that helped him build what he calls "Tim 2.0" 25 years later.Timestamps:(00:00) Introduction: Loss and gratitude(00:37) Tim's role at WTC(02:08) Humanity in evacuation(03:57) Goodbye to Chris(07:04) Captain Hatton farewell(08:20) Elevator rescue attempt(15:00) South Tower collapse(17:45) Praying in darkness(21:08) Marriott survivors escape(26:47) Why he wrote the book(28:24) Tools for grief(33:27) Suicide hope message(36:04) Get off the X(41:09) Brazilian joy story(45:05) Avoidance and roses(48:07) Where to find book(49:09) ClosingJoin the Move Your Mind Community:go.nickbracks.com/mymcommunityConnect with Nick:Instagram: https://instagram.com/nickbracksWebsite: http://nickbracks.comEmail: contact@nickbracks.comConnect with Tim:https://fftim.com Hosted on Acast. See acast.com/privacy for more information.

Chris and Amy booked a last-minute week in Bora Bora that would have cost over $20,000, almost entirely on points. They break down how it came together, why they chose Bora Bora over Fiji, the Marriott award search quirk that hid available rooms, flying business class in both directions by mixing two airlines, and using card travel credits on the inter-island flights. Then, three nights in, they decided to abandon the deal and pay more to switch resorts. They compare and rank the major Bora Bora resorts, weigh points versus cash, and explain what makes French Polynesia one of the easiest long-haul trips from the West Coast. Link to Full Show Notes: https://chrishutchins.com/bora-bora-on-points-2026/ Partner Deals Haven: Skip the waitlist for the best sauna. Gelt: ⁠Skip the waitlist on personalized tax guidance to maximize your wealth Thrive Market: ⁠30% off your first order of organic groceries + a free $60 gift Bilt Rewards: ⁠Earn the most valuable points when you pay rent Superhuman: ⁠Free month of the fastest and best email with code ALLTHEHACKS For all the deals, discounts and promo codes from our partners, go to: ⁠chrishutchins.com/deals Resources Mentioned Hotels & Resorts Hotel Upgrade Program The Westin Bora Bora Resort & Spa Four Seasons Resort Bora Bora The St. Regis Bora Bora Resort Conrad Bora Bora Nui The Brando Le Taha'a Nanuku Resort Waldorf Astoria Costa Rica Products Monopoly Deal Health & Sauna Research Bryan Johnson — Is Sauna ACTUALLY Good For You? (90-Day Experiment) ATH Podcast #285: Why Net Fulfillment Beats Net Worth with Bill Perkins #287: Putting Die With Zero Into Practice with Brad Barrett Hotel Upgrade Program Best Cards Page Gift Cards Page Newsletter AMA: Submit Questions Leave a review: Apple Podcasts | Spotify Email for questions, hacks, deals, and feedback: podcast@chrishutchins.com Full Show Notes (00:00) Introduction (02:09) How a Kid-Free Trip Came Together (03:33) How Chris and Amy Choose Vacation Destinations (13:09) Why French Polynesia Over Fiji (14:59) Booking The Westin (20:43) Flying Business Class Both Ways on Two Different Airlines (26:22) Air Tahiti Nui and the Inter-Island Flights (31:15) A Surprise First Class Upgrade on Air Moana (32:47) Arriving in Bora Bora and Checking Into The Westin (34:29) First Impressions: A Brand-New Property with Great Bones (37:33) A Thousand Little Cuts: The Westin's Service Problems (44:50) The Math Behind Checking Out Early (52:21) The Four Seasons vs. The Westin: What the Extra Money Buys (59:23) Why the Four Seasons Spa Facilities Stood Out (01:00:37) Getting Serious About Sauna Again (01:05:51) Pickleball, Paddleboarding, and Space to Get Lost (01:08:00) Did the Four Seasons Save the Trip? (01:13:18) How to Actually Get Deals at the Four Seasons (01:16:20) Ranking All Four Bora Bora Resorts (01:19:32) Why Fiji Is Still at the Top of the List (01:21:45) Where AI Can Go Wrong (01:23:15) Packing a Travel Med Bag for Remote Destinations (01:24:20) Final Thoughts and Why Bora Bora Keeps Winning Connect with Chris ⁠⁠Newsletter⁠⁠ | ⁠Membership⁠⁠ | ⁠X⁠⁠ | ⁠Instagram⁠⁠ | ⁠LinkedIn⁠⁠ Editor's Note: The content on this page is accurate as of the posting date; however, some of our partner offers may have expired. Opinions expressed here are the author's alone, not those of any bank, credit card issuer, hotel, airline, or other entity. This content has not been reviewed, approved or otherwise endorsed by any of the entities included within the post. Learn more about your ad choices. Visit megaphone.fm/adchoices

The TMG Hospitality Trailblazers welcomes the latest addition to the series, Kim Wootteon, Sr. VP of Commercial Strategy at Kampgrounds of America, Inc. to discuss the outdoor hospitality landscape and how artificial intelligence and technology are playing a key role in connecting different generations of travelers to the KOA vast portfolio of properties. Ryan Embree: Welcome to Suite Spot, where hoteliers check in and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello, everyone. Welcome to another episode of The Suite Spot. This is your co-host, Ryan Embry. Cassady Quintana: And I’m your co-host, Cassady Quintana. Ryan Embree: We’re excited to have you here with us for another edition of our TMG Hospitality Trailblazers series. We’ve been running this series for quite a while, paving those management companies, individuals that are paving a way into the future for hospitality, which feels like is changing on a weekly basis. I’ve been really looking forward to this episode. A familiar face and voice with us. It’s the first time you’re joining us virtually. Kim Wootteon, Senior Vice President, Commercial Strategies at Kampgrounds of America. Kim, thank you so much for joining us back on The Suite Spot. Kim Wootteon: Yes, it’s great to see you both. Thanks for having me today. Ryan Embree: Yeah, we’re gonna have a super fun conversation. You have an incredible brand. We can’t wait to jump in. But before we start talking about Kampgrounds of America and KOA, I wanna start because we missed it when we were in Arlington at the Digital Transformation Summit of getting a little bit about your hospitality background and journey that led you to such a cool position at KOA. Kim Wootteon: My kind of career path has been quite interesting. It’s really led to the role I have today. So the first 12 years of my career was spent in retail. And for all of you millennials, I started with PacSun. I was an OG, skate and surf lifestyle fanatic. And I worked in retail for 12 years and really learned operations, marketing, and quite frankly, leadership. PacSun was a really great people-centric company. And it’s really where I got my foundation for leadership and my drive for results. And then I transitioned for retail into the more traditional hospitality sector and worked for four years with Marshall Hotels and Resorts, leading sales, marketing, and diving into revenue management. And then was recruited by a company called Bluewater Development, who was really pioneers within the outdoor hospitality industry and very traditional owners in the indoor hospitality industry. So great experience. I was introduced to KOA with them and the entire glamping and camping sector of hospitality, which was super exciting. And then also got to work with some really great brands such as Marriott and Hilton and IHG and independent properties, independent campgrounds. It was quite an eclectic mix of properties, that I got to support in sales, marketing, and revenue. And I joined KOA about five years ago, leading marketing at the local level. And in 2022, we established the commercial strategy team at KOA, and, I now oversee revenue management, local marketing or field marketing, retail, distribution, and sales across the entire KOA portfolio, both our owned assets and our franchise locations, and support for KOA, Inc. as well. Ryan Embree: So this is why I love this question so much, because we get such an eclectic melting pot of backgrounds of hospitality professionals, maybe starting in retail. I hear F&B a lot recently. And then you go from the brands, you go, outdoor hospitality, and you get this big melting pot, and it kinda defines who you are as an industry professional, but also gives you, I think, an appreciation of some of those other places that you’ve been or even properties which can span from the giant resorts that we’ve seen all the way to, maybe it is a campsite where it’s a lot more local and kinda community and, and tight-knit feeling. Kim Wootteon: Absolutely. Absolutely. I’ve enjoyed my journey. It allows me to bring perspective to the work we do every day that is unique. And we’ve done a really great job at KOA of hiring a team of leaders and a team of people, in the field with really diverse backgrounds, which I think is a great compliment to the diversity across our portfolio. Cassady Quintana: Yeah, I think it’s interesting because you talk about this new team that you guys have created at KOA and the things that you’re developing and introducing into this outdoor hospitality. But for our listeners who may not know too much about KOA, we have a lot of hotel listeners. So if you can just give us a little bit of background about the brand and how it’s found its way to becoming one of the number one outdoor hospitality leaders. Kim Wootteon: So KOA was founded in 1962 by Dave Drumm in Billings, Montana. He saw this surge of travelers heading to the world’s fair in Seattle, and he opened the Billings Campgrounds, on his property along the Yellowstone River. And today, Kampgrounds of America is the largest system of privately owned campgrounds across the US and Canada with over 500 locations. We have 50 locations that are owned and operated by KOA, and 450 plus locations that are franchised. It’s a really interesting segment or vertical within the hospitality industry. Incredibly diverse portfolio, incredibly diverse guests. And we’re really fortunate to be the leader within this segment of the industry. Ryan Embree: And we mentioned at the top of this episode, this is our TMG Hospitality Trailblazer series. Now, I don’t think there is a much more fitting brand than KOA as far as being a trailblazer when you, when you think about that term, but I’ve been surprised to learn from getting to know you and the KOA brand of the different modern way that we kind of talk about trailblazers in our industry. And so, Kim, you and your team have been doing some incredible work. We’re gonna mention it in this episode, but what do you think makes the Kampgrounds of America brand a true embodiment of trailblazers and trailblazing in our industry right now? Kim Wootteon: It starts really with our vision at KOA. And our vision is to be the world leader in defining and advancing the business and experience of outdoor hospitality. And that’s been a focus for our company for years. We have taken a really unique approach to, I’d say, the traditional hospitality industry. We understand camping, we understand hospitality, and we are really committed to being the leader within not just the outdoor hospitality space, but the overall hospitality space in general. And it really starts with knowing our guest. And we are fortunate. We have tons of first-party guest data. We have years and years of history. And we’re known in our segment of the industry for the research we do to really better understand our guest and how our guest changes and what they expect. So it’s a really unique advantage. And the research we provide is not just for KOA and our franchisees, but it’s for the entire industry. And trailblazing shows up in a variety of ways, almost every decision that we make as a brand. So from the guest experience standpoint, we’re launching a new koa.com website that’s really powered by AI and focused on personalization and trip planning and flexible cancellation policies and the guest’s ability to manage reservations. So some of the more traditional things that you would see in the hospitality industry, but with some unique features that are custom to how guests like to camp. From an organizational structure standpoint, we have a commercial strategy team, which we really are the only one in the industry that has a full commercial strategy arm. And we have an AI team. We built our AI department at the beginning of this year, and that team continues to grow and really focus both internally and externally on how we can use AI to enhance the employee experience and the guest experience. And then within outdoor hospitality, technology has kind of always been a little bit of an opportunity. We don’t necessarily follow some of the mainstream tech choices that you see in indoor hospitality. So our focus has really been how do we align with what works well within indoor hospitality? We’ve been exploring OTA integrations and an RMS integration and enhanced text messaging capabilities and housekeeping modules to help operations be more efficient. It’s about really how can we be the first in the outdoor space to align most closely with what works in indoor hospitality, and then try to address the points of friction where we can that are really unique to outdoor hospitality. Cassady Quintana: I love that you mentioned this balance of outdoor hospitality and what that means to people, but also finding those opportunities for technology because that is the trend these days, right? Is AI this, AI that, and how can we bring in that technology? And we know that KOA has built such a recognizable brand in outdoor hospitality. So how do you guys find that you’re balancing and maintaining what Dave built back in the ’60s, that trusted legacy of what KOA is with continuing to try and attract a younger generation or maybe people that have never been camping before? Kim Wootteon: It is a really fine balance that is not easy. We truly work at it every day and we’re really, really fortunate to have such a legacy brand and such a trusted brand. And so it’s really this balance of how do we stay rooted in our core values and our mission with connecting people to the outdoors and each other while meeting guest expectations for who the camper is today? And so, we see participation in camping across all generations, which is really fascinating. In 2025, participation among adults, 65 or older, reached its highest level in eight years. So we’re seeing this rebound in the boomer population. 25% of all new campers in 2025 were boomers. And at the same time, younger generations, particularly millennials, continue to make camping a really meaningful share of their leisure travel. So it’s this ongoing challenge of how do we attract and retain campers? It’s the same challenge everybody has in our industry. And then keeping existing campers and getting new ones to come back. It’s really that frequency question. We’ve seen some shifts in frequency over the past several years. Our more legacy campers used to take two, three, four trips a year. And we’re seeing that frequency diminish slightly. New campers come and experience it. And maybe don’t, maybe don’t camp again in the same year. It may take one camping trip a year. So that’s a unique challenge our industry is navigating. But we do a lot of research to understand what inspires each generation to camp, and we work really hard to deliver memorable experiences to keep them coming back. But I think the thing that is consistent across all generations and what really matters most to campers, whether they’re new or they’re legacy campers, there’s some core foundational items that we really pride ourselves in across the KOA system. So safety and security is one, cleanliness and quality. We have a really rigorous quality assurance program, and we visit every single campground every single year to ensure each campground is meeting quality assurance standards. And we’re okay to say goodbye to those campgrounds that maybe aren’t meeting our standards. Campers are looking for some self-guided recreation. So if they want to be in the outdoors and really utilize their time as they see fit, the amenities and the recreation continue to play a critical role in that decision-making process. Pet friendliness is really critical and so many people in outdoors love to camp with their pets. And so it’s vital that all of our properties be really pet-friendly. And we have pet-friendly accommodations, pet walks, and camp canine parks. Pets are, are really an extension of our guest base, truly. And then basics like clean laundry, clean restroom facilities, clean laundry facilities, all the essentials that are needed for a great camping experience. Ryan Embree: You definitely have the advantage of a memorable experience on your end, right? I think that has been the knock on the indoor hospitality space, is that sometimes it’s your hotel stay or experience there might not be the most memorable part of a trip versus camping feels like something, if done right, and the quality is there, that is a memory that’s not just gonna stick with you for a year that you might just tell a couple people about, but maybe decades. Maybe it becomes a family tradition, and I’m sure you have some incredible stories to share there. But as I mentioned at the top of this episode, Kim, we had the pleasure of meeting you in Arlington, Texas at the Digital Transformation Summit and Hospitality and Hotels. And again, from what I knew about Kampgrounds of America then and what I know now, it was like kind of one of those spaces where I was like, “Well, I wonder, I wonder what KOA is doing in this space.” And then I got to hear your keynote and I was blown away. But it was also one of the most fascinating conversations I had at that event because of the relationship with technology where some of your guests might be looking for an escape from that technology while others kind of see it as this is the baseline and maybe WiFi isn’t a tech- technology to them. Maybe that’s just a standard for them. So it’s so interesting. It’s fascinating. I’m sure it’s that balance what you’re talking about, Kim, but you also have to balance between the guest and you also have 450 franchisees out there, right? And you’re an owner yourself of 50 properties. So I wanna get into both of those kinda spectrums. One is, what are you seeing the guests, their relationship with technology when it comes to KOA? And then maybe you can speak to the owner side of it, of are you hearing owners wanting to implement more technology or are they kind of resisting that when you’re saying, “Hey, let’s start to look at these new kind of maybe fancy technological updates.” I know there’s a packed question there, so. Kim Wootteon: Yeah, no. And lots to unpack within that question. So let’s start with the guest first and really the unique expectations that come from our campers. And while historically, camping has been a way of a form of leisure travel where you can kind of disconnect from everything that’s going on in daily life and really spend time in the outdoors, nearly half of all campers, about 47% site wifi as very important. So we have learned over the years that wifi is a utility. It is not an amenity anymore. It is a price of admission expectation for campers. Technology and remote work is still shaping camping behavior. And then Gen Z is the most likely to work while camping. So, we cater our experiences to every generation. And so Wi-Fi becomes a critical, critical component. While we’ve seen a slight decline in work camping, with people going back to the office and those just individual changes, it’s still really important. And it, what’s really unique is new campers, and again, kind of new campers, 25% of all new campers last year were boomers. So when we think about new campers, they are more likely than experienced campers to prioritize connectivity. So about 50% of new campers versus 43% of experienced campers. So access to technology directly influences length of stay and the experience. So we have focused heavily on tech and not just wifi at the campground, but how technology is used throughout the guest journey. Have we made it really easy for them to book and find the campground that meets their experience expectations? What’s the communication with the guests look like pre and post, or pre-during, quite honestly, and posts say through text messaging or, or other forms of technology? How easy can they find their site? Just all of those simple things where tech is a really great way to create efficiencies in operations, still have really, really connected touchpoints, relationship-wise, because I think that is, one of the most critical pieces of outdoor hospitality is the relationship our owners build with their campers. And then can they connect while they’re on site? And for those who don’t want to connect and really wanna disconnect during their stay, have we effectively marketed those sites that are best for them to stay in? Have we created connectivity zones where if they do choose to connect, there’s a place on the campground that is best for that, and the rest of the park could be more of a disconnection zone. So really thinking about how a camper is using the space. On the flip side, our owners, this has been an interesting challenge and journey. Just like our campers, our owners are incredibly diverse as well. We’re really blessed. And I think this kind of lends to the success of our legacy brand. We have legacy owners within the KOA brand. We have franchisees that have been in the system for 50 and 60 years. They’ve been here since the beginning, and that ownership has passed down through generations, which is really rare to find across our industry today. We have a lot of individual owner operators that, they gave up their careers as nurses and as architects, and they follow their passion for the outdoors, and they built and own, decide to buy a campground and and be entrepreneurs. And then we have a lot of investors coming into our space, that are diversifying their portfolio. They have hotels, like that public storage and outdoor hospitality is just a natural transition in their portfolio diversification. So the diversity amongst our owners is a unique challenge when it comes to technology. And then across multiple, age demographics as well. So from a wifi standpoint, we make it a requirement. It is now part of our quality assurance. We incentivize our owners to deliver really great wifi. We have a wifi royalty incentive program, and they can receive reduced royalties for a select period of time if their wifi meets certain standards. We believe it’s that important to the guest experience. And then really from tech adoption, I think that’s where we see some of the larger pieces of friction as our industry evolves and we’re constantly trying to balance the expectations of the guests with the needs of our owners and operators. Things like a couple years ago, we were getting ready to launch online reservation management. Okay, I can, I can book, I can change, I can cancel my reservation all on my phone through the app or otherwise. And then was faced with quite a bit of resistance because it was different and it was new and it took some of the control out of the hands of the owner. And so different components of that have kind of made it out to the public, and then there are some key components that have not quite made it out yet. So it’s really that balance of how do we meet guest expectations and owner expectations? But at the end of the day, we do have the responsibility to ensure our brand stays profitable and our owners are profitable. And so sometimes we do have to make those decisions that may not be as favorable to our owners, but are truly the best decision for the business. And it comes down a lot to training and education and really making sure they understand. So we have a great learning and development team, great communications team, a great project team that really ensures all of these initiatives come to fruition in the way they need to be successful. Ryan Embree: Well, and you also have, like you said, 50 properties that you own and manage, which I’m sure is a great kind of sandbox that you can play before you roll something out across the entire brand. But to put this in perspective for our listeners, you just mentioned that maybe there was some resistance to the online bookings that you were talking about, all the way to the owner that you were talking to me. I had to bring this up again, that there was drones bringing firewood to campsites at your property, right? So, I mean, that is the spectrum that you’re talking about. And I think that also is on the guest side. And that’s why probably, you and your team do such a great job of keeping your ear to the ground with these guests and constantly staying. I thought it was a fascinating stat that you talked about, Kim, where you’re saying that the first time campers are expecting more tech than maybe your returning campers or campers that have done that before. And I think that is a, it’s a telling statistic of, “Hey, we’re gonna try this for the first time. We’re gonna go camping.” And they’re coming to the camping site and being like, “All right, well, where’s the plugs and where’s the, the wifi and all that stuff?” Versus the campers that have been there have been like, “Oh, you, you’re camping. What are you talking about?” So interesting. Kim Wootteon: It’s a fun challenge. Cassady Quintana: I’m glad you mentioned that because when I think about it from a marketing perspective, you’ve talked about the different types of guests. You also have diverse owners, but you have diverse guests. When you think about hotels in the hotel industry, a lot of them have their niche and what they expect their demographic to look like when they come visit them. And so they can kind of cater that marketing a little bit better. But you have people ranging from children all the way up until boomers, and so they’re all expecting something different and they all want it to be exactly what they want. So when I think about it, I’m Gen Z, and this outdoor hospitality thing has really started to become a big thing for us. Like, whether it is because we wanna fully disconnect everything is too technologically advanced now, or I want a little bit of the best of both worlds. I wanna feel like I’m in nature, but also I can check my Instagram later if I really need to. So when you guys think about that from a marketing perspective, what do you think is driving that Gen Z interest, but also how do you develop a marketing strategy so that you can connect with those new campers and that, that younger generation? Kim Wootteon: Oh, my gosh. It’s a nonstop kind of everyday challenge that our teams work through at both the national level. How do we really connect the brand to people? I mean it’s so much of the success of our brand, and really camping and outdoor hospitality in general is built off of some, like, this emotional connection to nature and this desire to be outdoors. And how do we be part of that journey? And how can we be a catalyst to creating that experience for people, whether it’s their hundredth time camping or their first time camping? And there’s so many different tactics and strategies, within the marketing space that are available to us now. And it’s constantly evaluated with AI. We are traditionally rooted in SEO, and now we’ve got GEO to adapt to. But the Gen Z population within our camper mix is about 13% of all of our campers, as of 2025, and had been up to about 25% of our camper mix in 2022. So a really significant portion of all of those people that are participating in camping are in that Gen Z demographic. And it really comes down to doing a lot of research and understanding, what motivates people to connect to a brand, what’s important to them, whether it’s sustainability or looking at the health benefits from being outdoors, whether it’s the thrill of trying something new and really adventure-seeking, whether it’s we camped with our parents as kids, and we wanna try it again as adults. And the value proposition for, especially Gen Z is not to that point in life where you’re fully invested and you have a ton of disposable income. And so camping has always been a really affordable way to travel and leisure travel and experience and see things. So it’s this balance of how do we connect with each generation on the right channel? Social media plays a really critical role in our marketing strategy, having a presence across multiple platforms, Facebook, which tends to cater to a little bit more of our Gen X and baby boomer population, TikTok, Instagram, other channels for Gen Z. So social media plays a really key role, and we’ve seen a huge insurgence of social media conversions in our marketing strategy over the past several years. And then the technology piece of some of our generations like to pick up the phone and call and ask questions about their stay. And then others really just wanna be 100% booked online, make all of their change, and make all of their choices without any human connectivity. So finding that balance. But the, the Gen Z demographic is really fascinating. And I love watching how they use campgrounds. We see a lot of Gen Zers use campgrounds as that hub for all of their outdoor adventures, really wanting to spend time in nature and are utilizing a campground to facilitate that experience. Ryan Embree: This question is certainly resonating with me. I’m a little bit older millennial. I have a two and a five-year-old. And I remember camping as a kid. I wanna take my kids, but I also do not want to just maybe stay in a tent and not have any sort of. So, I want, I want that, that nice little balance of, yes, we are camping, but we might be going into a nice air-conditioned cabin or lodge, and we might be able to still watch a little TV. But I think it’s fascinating what we’re talking about, because that’s exactly it. And Gen Z, they’re great storytellers. Let me tell you about marketing. They’ll do most of your marketing for you if you put them in the right position, especially on Instagram and TikTok. Kim Wootteon: I’m really fortunate on my team. We have a really diverse team as well. And I have, I have kind of boomers and I have a ton of Gen Zers on my team. And so it’s great just to watch those generations meld and figure out how we, how we best connect to our owners and our audience. We spend a lot of time in the outdoors just as a team, when we have meetings and stuff like that. And I just love what comes from it. And then we take those best practices and really implement them with our guests because it’s, it’s the same. We all camp. Most of us in our team, we love spending time in the outdoors. So it’s like what’s gonna be attractive to us? We are our own demographics, right? Ryan Embree: There you go. Well, I wanna shift gears and congratulate you and your team, the entire KOA team, recognized as one of the top 50 most profitable franchises by Franchisee Business Review. What do you think Kim, I mean, obviously, when we talk about franchises and we look at the ROI, but I think there’s probably a different type of reward that comes with having a KOA franchise, being obviously we look for that, that financial one, but also from kinda to build something meaningful. You talked about the legacy of some of your franchisees and that being a family business. We’ve talked about the close connection and memories that you get from camping. Well, first of all, congratulations, but what do you think you and your team did to kinda make that list? Kim Wootteon: Thank you. We’re really, really proud of this recognition. And I think it speaks to just the uniqueness of the brand. So we have a unique mix of brand standards and entrepreneurial spirit. KOA is a franchisor unlike no other, you know? And I’ve worked with a lot of the big franchisors, especially in our industry. I’ve worked with the Marriott brand and Hilton and IHG and Jellystone and Sun Outdoors. But what I think I love most about KOA, which makes it such an attractive business opportunity, is, we’re hyper-focused on quality. We’re hyper-focused on our brand position consistency. We have three brand positions within the KOA brand. We have the KOA journey, the KOA Holiday, and the KOA Resort to really help campers identify and connect with the experience they’re looking for. But what I love the most about our franchise that is different from a lot of others is that each location is truly unique to space and place, which fuels the creativity and the pride of our owners. So there are certain things that you will find very standard across the KOA portfolio, and there, there’s an expectation campers have with KOA, but every single location is unique. And that’s what makes the system of campgrounds truly special. You’re not gonna get the same overall experience at any two locations. And our owners take an immense amount of pride in understanding the market that they’re in, understanding their campers, and building an experience that drives them to come back and stay with the KOA brand and book again, and at the same time, is quite profitable. So that unique blend of uniqueness and standards is what really sets us apart. And I will say to you, I remember this, if I didn’t shout out just the incredible support that KOA offers its franchisees. Again, I’ve kind of worked with many franchisors, but the support that KOA offers is quite unique. I’m very, very proud to be part of that. We have an amazing field operations team, franchise operations team. We have a team of just passionate, dedicated franchise business coaches that are working with our owners every single day to help them truly grow their business and optimize their investment in the KOA brand and then their campground. We have a whole coaching team within commercial strategy focused on marketing and revenue, and how to maximize revenue and optimize profitability. And then multiple other departments across the organization that really, their customer is the franchisee. And so I think this is a really adequate representation of the hard work our team puts in to support our owners on a daily basis. Ryan Embree: Yeah. I mean, with a, such a complex ecosystem that we kind of talked about throughout this episode, it’s a true testament to the work you and your team are putting in to be recognized. So again, congratulations to you and your team on that. We’re gonna shift gears. This is the rapid fire portion of our episode. I love doing this and I was looking forward to your portfolio specifically. You’re no stranger to travel, Kim, you’ve already mentioned. So we’re gonna get to list a series or a series of questions to get to know you and the KOA portfolio a little bit better. So let’s start with favorite view at one of your properties. Kim Wootteon: Yeah. So, and just for the record, so I have been to well over 100, almost 200 KOAs across our systems. I’ve been really fortunate to see a lot of our portfolio with some amazing, amazing properties and experiences. But I was just recently at the campground in Fredericksburg, Texas, which is under construction. We are building it and it’ll be introduced to the KOA system this fall. But the view from The Overlook, which is sort of our main building in the back part of the campground with all of our food and beverage and our meeting space and our pool and our lazy river, the view is absolutely spectacular overlooking the entire campground. The sunsets are great, and it was just, it was a really magical moment. Cassady Quintana: Awesome. Ryan, write that down. We gotta take a look at when that one opens up. Ryan Embree: Yeah, for sure. Kim Wootteon: You’ve gotta come experience it. And, and Ryan, we do have some amazing glamping accommodations, so you’ll get all of the amenities of home and a really cool outdoor setting. Ryan Embree: Love it. Best both worlds, for sure. Cassady Quintana: All right, Kim, favorite fun fact about one of your properties? Kim Wootteon: Oh my gosh. There’s so many options because we have such a diverse portfolio. But one of the things we learned as we were prepping for America 250 and just kind of learning our history is the Mystic KOA campground in Connecticut has a house on property that wasn’t built in the United States. It actually existed before the United States existed. It was brought over as settlers have founded that area. And it’s still standing on our campground today. And there’s a lot of history with that property. Ryan Embree: So it’s one of my favorite questions to ask, just because you get to learn these, these stories that you would have no idea about. Very, very cool. What about favorite guest experience or amenities at one of your properties, Kim? Kim Wootteon: So, the Mount Rushmore KOA Resort at Palmer Gulch has a rodeo, like a full-on rodeo. So that’s a crazy thing to experience. The campground in South Padre Island is right near SpaceX, and we just built these beautiful, RV sites, along this peninsula on the water, so you can see the SpaceX launches. And then there’s simple things like blueberry picking in covert and just amazing hiking near some of our National Park properties. Cassady Quintana: Awesome. Something for everybody. There’s something for everybody at every different property. Yeah. So kind of with that in mind, what’s one of your favorite locations of your properties? Kim Wootteon: So it’s funny. So I am a camper myself and I love to spend time outdoors. And I have kind of this unique mix of properties that I love to visit because, every time I camp, I look for a different experience. So I love, like, Lake Placid, KOA, it’s just that, like, quintessential camping experience, really, really wooded and nature-driven. If I’m looking for just incredible beauty with really, really amiditized recreation, I love the Astoria KOA on the Oregon Coast. If I want a tropical resort retreat, I go to Sugarloaf KOA or Fort Myers KOA. So it’s just, it’s. I don’t know. I can’t pick one. I love too many of them, which is my problem and why I’m always on the road and traveling. . Cassady Quintana: It’s a good problem to have. Kim Wootteon: Exactly. I know, right? Ryan Embree: That’s what I was gonna say. . Well, we appreciate you playing along with us. As we wrap up today, we always have kind of a tradition to, especially, with some of our industry leaders that we get the opportunity to speak to multiple times. You teased back in March, you had working on that revamped website that we talked about you formed a new AI team. What’s the status of those projects? And then maybe just looking into the future, what’s your vision for, for KOA as we wrap. Can’t believe I’m saying this. Wrap up 2026 and go into 2027. Kim Wootteon: Oh, my gosh. Yes. We, we are really hyper-focused on 2027 right now as a leadership team, which is crazy. I’m like, we’re all happy through 2026. But yeah, we ha – we’ve had a ton of really large projects this year as a brand, and really in, in that vein of trying to modernize our brand to meet the guest expectation, the owner expectations, and stay that, brand of choice. Both of our projects, the development of our AR team and the rebuild, redesign, and launch of our new website, as well as campground landing pages and a new content management system are going incredibly well. We are on track to launch in Q4 with a slew of continued enhancements throughout 2027. A lot of really AI-focused efforts for koa.com, specifically in trip planning and just communication on a site, as well as personalization. We know that that’s so important. How does a guest land on the site and how is everything really customized and tailored to what they’re looking for and what their needs are and how they’ve came to before? So those two teams have been really, really critical in, in the rollout of this project. And selfishly for me, the AI team does a, a lot of work with our internal teams, and how do we impl – improve the employee experience? So the work they’ve been doing just, I mean, so many efficiencies for my role and so many other roles across the organization around really quick access to data within our KOA ecosystem. Like every bit of data I could ever want to access is available through our AI platform. I am able to ask questions quickly, research things quicker, and really get to an end result, which makes the analysis of our business so much easier in identifying trends and opportunities. So those two pieces are just really game changers, not only for our brand, but in the industry right now. And 2077 is stacking up to be a pretty, pretty insane year as well, with just really double down focusing on how do we continue to attract guests, retain guests, really strong focus on that short-term leisure RV camper, and kind of that mash of how do we take all of our legacy campers and all of these new campers and really just exceed expectations to grow the business next year. Ryan Embree: Wel like I said, a true embodiment, a brand that is truly trailblazing in hospitality. So wish you luck with all of those projects. We’ll have to keep a close eye on which campgrounds we’ll do an onsite. I still haven’t given up on that dream of doing – Kim Wootteon: No, we’re, we’re gonna get you outdoors, Ryan. Ryan Embree: Let’s do it. I’m, I’m looking forward to it. I can’t, I can’t wait. So, Kim, we know you’re busy. Thank you so much for taking the time to join me and Cassady here on The Suite Spot. Kim Wootteon: Yes, thank you both. It’s a pleasure. Cassady Quintana: Thanks, Kim. Ryan Embree: All right. Thanks, everyone. And thank you for listening to Suite Spot. We’ll talk to you next time. To join our loyalty program, be sure to subscribe and give us a five-star rating on iTunes. Suite Spot is produced by Travel Media Group. Our editor is Brandon Bell with cover art by Bary Gordon. I’m your host, Ryan Embree, and we hope you enjoyed your stay.

Borderline and narcissism are often misunderstood—this episode separates myth from science. Robert Drozek explores the science behind borderline and narcissistic personality disorders, separating common myths from current research. Together, he and Sue discuss attachment, trauma, genetics, parenting, evidence-based treatments, and why understanding these often misunderstood conditions can bring greater compassion, hope, and healthier relationships. “Borderline is driven by a need to reconnect.” – Robert P. Drozek, LICSW Time Stamps for Challenging Personalities: Understanding Borderline & Narcissism with Robert Drozek (307) 04:14 Understanding Borderline Personality Disorder 09:25 Exploring narcissism: Definitions and types 13:29 Vulnerable vs. grandiose narcissism 18:56 The Role of Trauma in Personality Disorders 22:25 Parenting styles and their impact on narcissism 27:14 Identifying narcissism in relationships 33:34 Treatment approaches for Borderline Personality Disorder 36:45 Challenges in treating Narcissistic Personality Disorder 45:26 Navigating relationships with narcissistic individuals About our Guest – Robert P. Drozek, LICSW Robert P. Drozek, LICSW is the clinical director of the Mentalization-Based Treatment Clinic at McLean Hospital in Belmont, Massachusetts. He is a teaching associate in the Department of Psychiatry at Harvard Medical School, specializing in the treatment of borderline personality disorder, narcissistic personality disorder, and post-traumatic stress disorder. He is author of the new book, Mentalization: Utilizing reflection to heal from borderline personality disorder—the first book for the general public about mentalization-based treatment.   Resources for Challenging Personalities: Understanding Borderline & Narcissism with Robert Drozek (307) MBT Boston – An organization that Robert co-founded that offers training and supervision to clinicians across the world in MBT MBT USA – A consortium of MBT providers and organizations in the United Robert’s faculty page at McLean Hospital Instagram: @RobertDrozek Mentalization book – Facebook page Get your copy of Mentalization: Utilizing Reflection to Heal from Borderline Personality Disorder here!     Please support our sponsors – they keep our podcast free and accessible to all!  SimplePractice is an all-in-one EHR that is HIPPA compliant, HITRUST certified and built specifically for therapists. If you are ready to simplify the business side of your practice, now is a great time to try SimplePractice. Start with a 7-day free trial, then get 50% off your first three months. Just go to SimplePractice.com/TU to claim the offer. Beyond Attachment Styles – Deepening Security in Yourself and Fostering More Secure Relationships Course available NOW!   Everyone’s heard of attachment styles – but you likely don’t know how much the popular press gets wrong and what the science actually says about how to improve your relationships long term (including how we relate to ourselves).  This course is for anyone wanting to more deeply understand attachment (styles vs patterns), unconscious defense activation patterns, implicit scripts… and most importantly, what to do once you do get activated!  Online, Self-Paced, Asynchronous Learning with Quarterly Live Q&A’s! Earn 6 Continuing Education Credits – Available at Checkout. As a listener of this podcast, use code BAS15 for a limited-time discount. Or read Marriott & Kelley’s critically-acclaimed book, Secure Relating: Holding Your Own in an Insecure World (HarperCollins,2023) for the most in-depth experience of learning about Secure Relating. Therapists love it, but it’s accessible to everyone.  If you aren’t interested in the background science, just start at Part 2 and we will be talking directly to you – it’s fun!   You are invited!  OK for those of you who refer others to the pod, use it professionally or consider yourself nerdy and just love this stuff, hello, you are our people! Join our exclusive community to get exclusive bonus content, early access to training opportunities, and an ad-free, private podcast feed. It’s this warm community that allows us to donate half of all corportate profits to mental health access for marginalized peoples.  Sign up for our premium Neuronerd plan!! Click here!! 

What does it take to lead one of New York City's most iconic hotels? In this episode of The Modern Hotelier, we sit down with David Salcfas, General Manager of Hard Rock Hotel New York, to explore his remarkable journey from washing tables and filling ice bins at a racetrack with his father to leading one of hospitality's most recognizable lifestyle brands.David shares the leadership principles that have guided his career through 34 years with Marriott and into Hard Rock—leading from the front, building trust through action, creating unforgettable guest experiences, and empowering teams through empathy, accountability, and open communication.We also dive into what makes the Hard Rock brand unique, from its music-driven culture and immersive guest experiences to its people-first philosophy. Whether you're an aspiring hotel leader, a seasoned hospitality professional, or simply passionate about exceptional service, this episode is packed with practical leadership lessons and inspiring career insights.In this episode, you'll learn:How leading by example builds stronger teamsWhy empathy and accountability go hand in handThe importance of mentorship and networking in hospitalityWhat makes Hard Rock Hotel New York a one-of-a-kind guest experienceHow to create a culture employee genuinely want to be part ofWatch the FULL EPISODE on YouTube: https://youtu.be/UWc6X8U_-9ULinks:David Salcfas on LinkedIn: https://www.linkedin.com/in/davidsalcfas/ Hard Rock Hotel New York: https://hotel.hardrock.com/new-york/For full show notes head to: https://themodernhotelier.com/episode/315Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

P.M. Edition for Aug. 3. Ford spent decades producing ho-hum workhorse cars–the Taurus, the Focus. WSJ autos reporter Ryan Felton explains why the company is hitting reverse. Plus, Michigan public health officials say two people have died in connection with the cyclosporiasis outbreak. And WSJ business reporter Natasha Khan discusses why Kimberly-Clark is embarking on a moonshot effort to make paper towels and toilet paper out of a spiny desert plant called hesperaloe. Danny Lewis hosts. Sign up for the WSJ's free What's News newsletter. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Plus: The Nasdaq gains on a rise in Magnificent Seven tech stocks. And drug companies AstraZeneca and Bristol Myers Squibb are in talks to merge. Alexis Moore hosts. Sign up for WSJ's free What's News newsletter. An artificial-intelligence tool assisted in the making of this episode by creating summaries that were based on Wall Street Journal reporting and reviewed and adapted by an editor. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Which Marriott Bonvoy transfer partners are best? Podcast listener "FlyerDad" asked us this question recently, writing:Marriott points are truly the most valuable airline currency given the number of programs they transfer to. But I have never heard you guys discuss who their most valuable transfer partners are, as you do for all the other transferable currencies. Would you consider a podcast on the "forgotten" but most valuable transferable reward points in the game?We've been answering a reader or listener question at the end of each Frequent Miler on the Air podcast episode. Now, we've turned the question of the week into its own weekly episode. Tune in every Sunday at 5pm for our Question of the Week podcast. And if you have your own question you'd like to submit, you can send it to mailbag@frequentmiler.com.Mentioned in this episode:Check out all of our other travel podcasts from around the worldThis podcast is part of Voyascape, a podcast network that brings together the world's best travel podcasts. You can find all of our podcasts from around the world at Voyascape.com. If you are interested in advertising or sponsored content on any of our shows you can find out more at the link below.Voyascape Podcast Network

Investigative journalists Mandy Matney and ⁠Liz Farrell have some questions about a Spartanburg County Police report… made by none other than Debbie Barbier… When Greg Parker's attorney Deborah Barbier told Spartanburg police she'd been “harassed” in a hotel lobby the morning of Mandy's contempt hearing on June 22, 2026, the department did something our team has never seen done so thoroughly for a harassment complaint made by a woman: it investigated.  Multiple officers. Multiple weeks. Untold public monies. Search warrants signed by magistrate judges with no explanation of what probable cause existed — including a search of Mandy's Marriott room records and private guest information divulged over the phone. Hours of surveillance footage later, police could not locate the confrontation Barbier described, and the case is now listed as "inactive". We're revisiting what South Carolina's harassment statute actually says, and ask why protected first amendment activities keep getting recast as crimes… and why behavior matching the statute is disregarded.  Then we relook at McClatchy reporter John Monk's coverage of Mandy's contempt proceedings through the prism of his 44 year old son's federal indictment on child sexual abuse material charges — to which Monk Jr. has pleaded not guilty. We have questions… Let's Dive In…

Watch Us On YouTube! Announcing a new, ongoing benefit for annual subscribers of our Slack community. Annual subscribers receive a free Points Path Alerts subscription OR a 30% discount on Points Path Pro. This week Ed is joined by Clint Henderson from The Points Guy for a deep dive into some of the best premium-cabin award opportunities still available—and why flexibility is becoming more important than ever. Clint shares several recent bookings that include American's new Philadelphia-Prague route, Cathay Pacific's new Seattle-Hong Kong service, Starlux business class, and Japan Airlines First Class, along with the strategies that made each redemption possible. The conversation also explores why holding a United credit card is becoming increasingly valuable, with cardholders gaining access to dramatically better award pricing than non-cardholders. Later, Ed discusses Bilt's latest Rent Day promotion featuring a status match with Accor Live Limitless, explains why he found significant value from Accor Platinum status in Europe, and closes with a candid discussion about Hyatt's growing list of hotels that no longer accept Suite Upgrade Awards—and why that trend is becoming concerning for Hyatt loyalists. Get hydrated like Ed in Vegas with Nuun If you enjoy the podcast, I hope you'll take a moment to leave us a rating. That helps us grow our audience! If you're looking for a way to support the show, we'd love to have you join us in our Travel Slack Community.  Join me and other travel experts for informative conversations about the travel world, the best ways to use your miles and points, Zoom happy hours and exciting giveaways. Monthly access Annual access Personal consultation plus annual access We have witty, funny, sarcastic discussions about travel, for members only. My fellow travel experts are available to answer your questions and we host video chats multiple times per month. Follow Us! Instagram: https://www.instagram.com/milestogopodcast/ TikTok: https://www.tiktok.com/@milestogopodcast Ed Pizza: https://www.instagram.com/pizzainmotion/ Richard Kerr: https://www.instagram.com/kerrpoints/ ✈️ What We Cover in This Episode ✈️ Outstanding premium-cabin award bookings American's new Philadelphia–Prague route Cathay Pacific's Seattle–Hong Kong launch Starlux Business Class Japan Airlines First Class Why new route announcements create award opportunities ✈️ Finding award availability Alaska Mileage Plan sweet spots Positioning flights Acting quickly when inventory appears Tools for tracking award space ✈️ United credit card perks Exclusive cardholder award pricing Quest Card benefits Why United's strategy differs from Delta's Is this the future of airline loyalty? ✈️ Points Path Flex Alerts Monitoring every flight on a route Finding hard-to-book awards Slack Community member benefits ✈️ Bilt's Accor status match Matching Bilt Gold and Platinum Benefits of Accor Platinum status Early check-in, late checkout and upgrades Why Europe and Asia travelers should pay attention ✈️ Award pricing inflation Premium cabin pricing Domestic versus international value Why overseas awards remain one of the best uses of miles ✈️ Hyatt's expanding Suite Upgrade Award exclusions More than 100 excluded hotels Hyatt Regency Anchorage joins the list Why Hyatt loyalists are becoming concerned Is Hyatt drifting toward Marriott's model? ⏱️ Episode 447 Timestamps 0:49 – Clint Henderson joins the show 5:23 – Incredible premium-cabin award bookings and new route opportunities 11:43 – Slack Community updates and Points Path Flex Alerts 14:00 – Bilt's new Accor Live Limitless status match 16:50 – Why United credit cards unlock better award pricing 21:41 – Award pricing inflation and where the best value still exists 23:15 – Hyatt's growing Suite Upgrade Award exclusion list 27:36 – Wrapping up and future travel plans