Podcasts about Marriott

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.

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/

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.

Ben Watson checks in to Next Gen Investing to provide his takeaways from Marriott's (MAR) post-earnings sell-off. He's looking at the company's RevPAR (or Revenue per available room) as a key indicator to track. Marriott missed revenue expectations and noted RevPAR drops overseas. Later, Ben takes a look at the MAR chart to provide possible technical areas to watch out for in the days and weeks ahead.======== Schwab Network ========Empowering every investor and trader, every market day. Subscribe to the Market Minute newsletter - https://schwabnetwork.com/subscribeDownload the iOS app - https://apps.apple.com/us/app/schwab-network/id1460719185Download the Amazon Fire Tv App - https://www.amazon.com/TD-Ameritrade-Network/dp/B07KRD76C7Watch on Sling - https://watch.sling.com/1/asset/191928615bd8d47686f94682aefaa007/watchWatch on Vizio - https://www.vizio.com/en/watchfreeplus-exploreWatch on DistroTV - https://www.distro.tv/live/schwab-network/Follow us on X – https://twitter.com/schwabnetworkFollow us on Facebook – https://www.facebook.com/schwabnetworkFollow us on LinkedIn - https://www.linkedin.com/company/schwab-network/ About Schwab Network - https://schwabnetwork.com/about

Top headlines for Monday, August 3, 2026Marriott faces backlash over genocide tourism packages through Nagorno-Karabakh. A Mississippi pastor who preached the Bible in 96 straight hours hears from a witch who cursed him, and converted. Texas orders the university that gave Chris Brown a doctorate to stop granting degrees. Plus, fire strikes a Knoxville megachurch.0:11 Marriott Bonvoy accused of 'genocide tourism'1:02 Pastor who preached Bible for 96 hours says witch cursed him1:45 Ryan Bomberger bashes 'absurd' court ruling against school worker2:40 Ancient biblical-era Cyprus coin found on Israeli beach3:28 Texas agency orders HCU to stop offering degrees4:13 Mexican megachurch building $1.13M 'clergy home'5:07 Church that gave free gas to hundreds of commuters suffers fireSubscribe to this PodcastApple PodcastsSpotifyGoogle PodcastsOvercastFollow Us on Social Media@ChristianPost on TwitterChristian Post on Facebook@ChristianPostIntl on InstagramSubscribe on YouTubeGet the Edifi AppDownload for iPhoneDownload for AndroidSubscribe to Our NewsletterSubscribe to the Freedom Post, delivered every Monday and ThursdayClick here to get the top headlines delivered to your inbox every morning!Links to the NewsMarriott Bonvoy accused of ‘genocide tourism' | BusinessPastor who preached Bible for 96 hours says witch cursed him | Church & MinistriesRyan Bomberger bashes ‘absurd' court ruling against school worker | EducationAncient biblical-era Cyprus coin found on Israeli beach | WorldTexas agency orders HCU to stop offering degrees | EducationMexican megachurch building $1.13M ‘clergy home' | Church & MinistriesChurch that gave free gas to hundreds of commuters suffers fire | U.S.

Die Wall Street geht uneinheitlich in den Tag. Wir sehen starke Gewinne im Dow Jones, und leichte Gewinnmitnahmen beim Nasdaq. Rückenwind liefern die Entspannung im Nahen Osten, deutlich fallende Ölpreise und niedrigere Renditen der US-Staatsanleihen, nachdem Donald Trump einen angekündigten Militärschlag gegen Iran vorerst gestoppt und neue Verhandlungen in Aussicht gestellt hat. Marriott überzeugt mit soliden Zahlen und einem angehobenen Jahresausblick, mit der Aktie aber dennoch leicht unter Druck. Im Technologiesektor bleibt KI das dominierende Thema: OpenAI meldet mehr als eine Milliarde aktive Nutzer, Alibaba verschärft mit Qwen3.8 Max den Wettbewerb, zugleich wächst die Sorge über die Finanzierung des Booms, da die Hyperscaler Investitionen von fast 2,4 Billionen US Dollar zugesagt haben und der freie Cashflow unter Druck gerät. Analystenseitig erhalten Microsoft, Applied Materials, UPS und Delta Rückenwind, während NXP Semiconductors und eBay abgestuft werden. Im Fokus stehen heute der ISM-Einkaufsmanagerindex sowie nach Börsenschluss die Zahlen von Palantir, ON Semiconductor und Snap. Ein Podcast - featured by Handelsblatt. ► Entdecke den exklusiven NordVPN Deal! Jetzt risikofrei testen mit einer 30-Tage-Geld-zurück-Garantie: https://nordvpn.com/wallstreet * ► Erhalte einen exklusiven 15% Rabatt auf Saily eSIM Datentarife! Lade die Saily-App herunter und benutze den Code wallstreet beim Bezahlen: https://saily.com/wallstreet * +++ Alle Rabattcodes und Infos zu unseren Werbepartnern findet ihr hier: https://linktr.ee/wallstreet_podcast +++ ► Mehr Einblicke: https://bit.ly/360wallstreetpc * Impressum: https://www.360wallstreet.de/impressum *Werbung

Die Wall Street geht uneinheitlich in den Tag. Wir sehen starke Gewinne im Dow Jones, und leichte Gewinnmitnahmen beim Nasdaq. Rückenwind liefern die Entspannung im Nahen Osten, deutlich fallende Ölpreise und niedrigere Renditen der US-Staatsanleihen, nachdem Donald Trump einen angekündigten Militärschlag gegen Iran vorerst gestoppt und neue Verhandlungen in Aussicht gestellt hat. Marriott überzeugt mit soliden Zahlen und einem angehobenen Jahresausblick, mit der Aktie aber dennoch leicht unter Druck. Im Technologiesektor bleibt KI das dominierende Thema: OpenAI meldet mehr als eine Milliarde aktive Nutzer, Alibaba verschärft mit Qwen3.8 Max den Wettbewerb, zugleich wächst die Sorge über die Finanzierung des Booms, da die Hyperscaler Investitionen von fast 2,4 Billionen US Dollar zugesagt haben und der freie Cashflow unter Druck gerät. Analystenseitig erhalten Microsoft, Applied Materials, UPS und Delta Rückenwind, während NXP Semiconductors und eBay abgestuft werden. Im Fokus stehen heute der ISM-Einkaufsmanagerindex sowie nach Börsenschluss die Zahlen von Palantir, ON Semiconductor und Snap. Abonniere den Podcast, um keine Folge zu verpassen! ____ Folge uns, um auf dem Laufenden zu bleiben: • X: http://fal.cn/SQtwitter • LinkedIn: http://fal.cn/SQlinkedin • Instagram: http://fal.cn/SQInstagram

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

Almost a third of all the food available to us is thrown away. In Hong Kong alone, 3,300 tonnes go to landfill every single day, nearly a third of everything the city bins. And most of it is perfectly good. Bakeries bake for the last customer who might walk in, hotels lay out a full buffet until closing, so ten to fifteen percent of what they make is surplus by design.In this episode we speak with Louis-Alban Batard-Dupré and Mahima Rajangam Natarajan, an HEC Paris graduate who spent a decade scaling tech companies across Europe, the US and Southeast Asia, and a growth marketer who built customer acquisition at Lazada and Eatigo.Yindii is Asia's surplus food marketplace. Shops list what they haven't sold as a "surprise bag" at 50 to 70% off, you reserve it in the app, and collect it in the last hour before closing. The merchant recovers money on food that was heading for the bin, pays nothing to join, and Yindii only earns a commission when a bag actually sells. For the customer it is the cheapest good food in the city, plus a small thrill: you don't know what's inside until you open it.1.1 million meals rescued so far across Bangkok, Hong Kong and Singapore, with Seoul launching. More than 1,000 merchant partners including Pret A Manger, Paul, Marriott, Accor and Circle K. Revenue has tripled three years running, and the company turned profitable in 2025.Their vision: to become the platform Asia's food businesses run all their surplus through, from the bakery on the corner to the warehouses upstream.Hosted by Maaike Doyer & Hester Spiegel, founders of Epic Angels.

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  

You're sitting on a pile of credit card points and no real idea what they're worth. What if the same balance that gets you a $600 hotel room could get you an $1,800-a-night suite instead? And what if the reason you can never find award availability has nothing to do with your points at all?Sam sits down with Colin Stroud, founder of Go Somewhere, a credit card rewards consultancy for high-spending business owners and people sitting on large point balances. Colin got into points out of necessity: he'd taken a low-paying job, had a wife and a baby, and realized the only vacation his family could afford was a $400 Airbnb in the woods in rural Ohio. He went down the rabbit hole from a boring corporate desk, started booking trips for friends, and turned it into a full-time business in 2023. He's since helped 500+ families take trips they assumed were out of reach, from transatlantic business class for a family of nine to $30k+ luxury Caribbean stays during peak dates.In this conversation:How Colin went from no travel budget to consulting on points full timeWhy flexible bank points beat co-branded airline and hotel cards for most travelersThe $6,000 flight to Italy Sam booked for 70,000 points, and what that works out to per dollar spentHow to match a card strategy to where your business actually spends, even when your categories earn no bonusWhy airline status is close to worthless if you were already going to fly up frontWhich hotel statuses you can buy and which you can't: Marriott Ambassador vs. Hilton vs. HyattThe $30,000 Christmas week in St. Kitts a client got for points and nothing out of pocketMarriott's fifth-night-free rule and why points only redeem well at the top endThe $10-a-month tool that hunts premium cabin deals for you in plain EnglishRepositioning flights: paying $200 to reach a hub and unlocking thousands in award valueThe planning reframe that turns "there's never availability" into a $1,700-a-night room for 30,000 pointsTopics covered: credit card points, travel rewards, points and miles, business class, award travel, flexible points, transfer partners, airline status, hotel status, Marriott, Hyatt, Amex, Chase, Capital One, seats.aero, luxury travel, business owners, high spenders, travel hackingGuest: Colin Stroud, Founder, Go Somewhere | https://www.gosomewhere.worldNewsletter: https://www.mechanicsofmoney.coWebsite: https://silvermancapital.comSubscribe for weekly conversations on private markets, alternative investments, and the mechanics behind building real wealth.#creditcardpoints #pointsandmiles #travelrewards #awardtravel #businessclass #luxurytravel #travelhacking #mechanicsofmoney #businessowners #smartmoney

On this week's Good Morning Hospitality, A Skift Podcast: Hotels Edition, Sarah Dandashy and Steve Turk dig into four stories about where premium experience is being redefined across the industry.The conversation opens with a one-year check-in on what actually happened after Marriott International bought the citizenM hotels brand. The answer: 50% of CitizenM occupancy now comes from Marriott Bonvoy members and all of it is incremental demand. From there Sarah and Steve get into IHG Hotels & Resorts becoming the third major hotel group to launch AI search after Hilton and Marriott, with a detail every franchisee needs to hear: IHG is now asking hotel owners to upload floor plans, videos, and updated imagery or risk being invisible in AI-driven search. They also dig into why Travel + Leisure Co. paid $343 million for two timeshare companies and why the CFO said they bought the deals for 100,000 owners, not the resorts. And they close with Southwest Airlines signaling that lounges are coming, the latest step in the carrier's full premium pivot.This episode is presented by StayFi & Bilt. StayFi helps short-term rental operators build direct guest relationships through branded wifi portals, email marketing, and guest data tools. Visit https://lnkd.in/giZWR52y to learn more.And for hotels with restaurants and restaurant owners, Bilt Hospitality is finally here. Go to joinbilt.com/gmh to learn more.

It's amazing how useful illusion is for surviving in a cave, and staggering how destructive it is to our lives. The Buddha saw this 2500 years ago. Modern science sees it more clearly than ever.In this episode I did not even get into the Fundamental Attribution Error or the vast suite of cognitive biases and logical fallacies to which we are prone.But we are not doomed to live like this!SOURCESYes, I read these!Brickman, Coates & Janoff-Bulman (1978), J. Personality & Social Psychology 36.Gilbert, Stumbling on Happiness (2006) Gazzaniga & LeDoux, The Integrated Mind (1978).Kurzban, Why Everyone (Else) Is a Hypocrite: Evolution and the Modular Mind (2010)Wright, Why Buddhism Is True (2017) Fadiman & Gruber, Your Symphony of Selves (2020) Hunt, Marx, Lipson & Young (2018), J. Social & Clinical Psychology 37.Allcott, Braghieri, Eichmeyer & Gentzkow (2020), American Economic Review 110(3).Scitovsky, The Joyless Economy (1976).Wrigley & Schofield, The Population History of England 1541–1871 (1981)Killingsworth & Gilbert (2010), Science 330.Kasser, The High Price of Materialism (2002).Einstein–Born correspondence (1926); Bohr–Einstein debate.McGilchrist, The Master and His Emissary (2009); McGilchrist Substack, Apr 2026 (Kastner 2024 paper).Mercier & Sperber, "Why Do Humans Reason?" (2011), Behavioral and Brain Sciences.Haidt, The Righteous Mind (2012) Trivers, The Folly of Fools (2011)Kahan, "Ideology, Motivated Reasoning, and Cognitive Reflection" (2012)Dunbar, Grooming, Gossip, and the Evolution of Language (1996); Dunbar, Duncan & Marriott (1997).Hardin & Higgins (1996); Higgins & Rholes (1978); Echterhoff, Higgins & Levine (2009), Perspectives on Psychological ScienceKopietz et al. (2010), Social CognitionFestinger, When Prophecy Fails (1956).Plato, Apology 38a5–6; Republic Book VII (514a–520a) Hosted on Acast. See acast.com/privacy for more information.

Abhinav Jindal is a Director in his family's hospitality group in India, which owns the Jim Corbett Marriott Resort & Spa, and the founder of Cydir, a coaching practice for second-generation entrepreneurs. He joined the family business in 2017 straight out of university, took over a 43-room resort with more than 70 staff, and went on to grow sales by around 30% and help bring a new flagship property online, now one of the highest-rated resorts in the group's Marriott portfolio. A certified NLP master practitioner, Abhinav works with next-generation leaders to resolve the emotional patterns, guilt, identity, and approval-seeking, that governance structures alone can't fix. He is known for arguing that most family business conflict is not about strategy or money, but about who people believe they are.SHOW SUMMARYIn this episode, Jonathan Goldhill is joined by Abhinav Jindal, Director in his family's hospitality group in India and founder of the coaching practice Cydir, to explore why family business succession so often fails even when the governance is done right.Abhinav challenges the idea that org charts, buy-sell agreements, and succession structures are enough. He argues they collapse when the emotions underneath go unresolved, and traces his own path from a father's blunt challenge about whether he could land a job, to running a resort at 19, to realizing his hunger for achievement was really a hunger for fulfilment.The conversation dives into the two-way authority a founder must give up, why "he doesn't listen to me" is usually not about the parent, the guilt and identity crises that quietly trap next-generation leaders, and how emotional patterns formed in childhood run a business decades later.Whether you're a founder, successor, or next-generation leader, this episode offers a candid look at the inner work that structure alone can't replace.KEY TAKEAWAYSAbhinav argues that governance structures fail when emotions go unaddressed. Org charts and buy-sell agreements matter, but they won't hold if the family has never had the conversation underneath them.For founders, the business is not part of their identity, it is their identity. Handing over control is not a risk calculation but the loss of a sense of self, which is why the surface argument is never the real one.Succession stalls on emotion, not strategy. Two people can both know a decision is right and still refuse to agree, because the real conflict is about being heard, not about the business.QUOTES"When our emotions are not resolved, those governance structures won't hold in place.""For most people the business does not become a part of their identity, but their identity itself.""If not for this business, who will I be now?""The biggest one is guilt. Guilt of not doing enough."Connect and learn more about Abhinav Jindal.https://www.linkedin.com/in/abhinavjindal47/If you enjoyed today's episode, please subscribe, review, and share with a friend who would benefit from the message. If you're interested in picking up a copy of Jonathan Goldhill's book, Disruptive Successor, go to the website at www.DisruptiveSuccessor.com

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Wyndham Hotels & Resorts just knocked Marriott International out of the #1 spot in U.S. News & World Report's 2026 hotel rewards rankings — and the reason comes down to something travelers are clearly reacting to: devaluation. I talked with senior travel editor Elizabeth Von Tersch about this year's rewards rankings, plus a brand new list for road warriors. A few numbers worth knowing: Wyndham held onto its category-based point system while Marriott's dynamic pricing model saw a 20% devaluation. Plus, Sonesta International Hotels cracked the top five for the first time — and it earns guests free nights almost twice as fast as some of the bigger names. On the business travel side, Marriott and Hilton go head to head for the top two spots, and the deciding factor isn't the one you'd expect. We also dig into why hotel loyalty programs are starting to look a lot more like airline programs — and what that means for how you earn your next free night. Full rankings and methodology here: https://travel.usnews.com/rankings/travel-rewards/?src=usn_pr Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.

Most commercial kitchens have no clear picture of what they are throwing away, when, or why.In this episode of HappyPorch Radio, Barry O'Kane speaks with Anastasia Dellis, CEO of Orbisk, a platform that uses AI and computer vision to make food waste visible in commercial kitchens. The Orbi monitor sits above a waste bin, captures every item discarded, recognises over 800 ingredients, and feeds it all into a dashboard that tells chefs, GMs, CFOs, and sustainability teams what is happening and what to change first.Anastasia's path to Orbisk runs through two decades of scaling businesses, from Africa's largest retailer to Gorillas, one of Europe's fastest-growing startups in quick commerce. She describes recognising the intersection of her professional experience with a personal connection to food scarcity she grew up with in South Africa.What comes through most clearly is her conviction that kitchen technology only works at scale if it demands nothing of the people using it. No training, no buttons, no extra steps. That principle, which Orbisk calls "No Pause Dispose," is not an afterthought; it is the product.✨ In this episode:Anastasia explains how the Orbi monitor works: above the bin computer vision that captures every discard automatically, with no interaction from kitchen staffHow different stakeholders use the same data differently: a CFO sees margin gains, a chef sees ingredient-level waste patterns, and a sustainability team sees carbon metrics pulled into their auditing environmentAnastasia's path from growing up in her father's shop in South Africa to corporate retail to scaling Gorillas across nine markets, and how she found purpose alignment at OrbiskWhy mission alignment matters for the team and investors, even when customers buy purely on the business caseHow Orbisk's AI culinary assistant goes beyond dashboards to offer production, recipe, and training changes tailored to a hotel brand's standardsThe longer-term vision: moving from waste monitoring into forecasting and purchasing to become the intelligence layer inside every kitchen

Travel's biggest companies are trading loyalty members directly with each other as Google's dominance over customer acquisition breaks down, three hotel giants launched debit cards in the UK and only the UK, and a legendary Tokyo hotel just reopened after a 19-month renovation. On today's Skift Daily Briefing, Sarah Dandashy breaks down why loyalty programs are becoming the primary customer acquisition channel in travel, what the UK hotel debit card trend reveals about the limits of credit card economics outside the U.S., and whether Park Hyatt Tokyo's renovation got one of the world's great hotels right. Articles Referenced: Honorable Mention: @AskAConcierge on IGTravel Customer Acquisition Is Moving Into Private TreatiesHilton, Marriott, and IHG Have All Launched UK Debit Cards. Here's Why.Returning to Park Hyatt Tokyo: How a Great Hotel Survives a Renovation 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.

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. Severe weather created another difficult weekend for travelers, and Richard opens the episode with the story of getting his sister home after JetBlue canceled her flight and could not offer another option for several days. The solution involved a train to Baltimore, a Southwest flight and a reminder of why keeping points available for emergencies can be so valuable. Ed then reviews his family's stay at the MGM Skylofts in Las Vegas, including the spacious two-bedroom accommodations, the aging room features and his lingering question about what guests are actually supposed to ask a hotel butler to do. He and Richard compare Skylofts with Aria Sky Suites and consider whether the additional luxury benefits justify the much higher price. The conversation shifts to the complicated Marriott–MGM relationship. Ed explains why MGM Gold status and direct booking can sometimes beat booking through Marriott, especially when resort fees and restaurant spending are considered. Richard also discovers an especially poor Marriott points redemption: nearly 17,000 points to avoid paying a $30 base room rate while still owing the resort fee. Later, the guys debate the best travel movies ever made, discuss whether Boeing should once again be allowed to certify its own aircraft, answer a listener question about choosing a Tokyo hotel for a short visit and examine why domestic award travel has become so painful for families. 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 ✈️ Weather disruptions and emergency travel planning A canceled JetBlue flight Taking the train to BWI for a Southwest alternative Why points provide an important travel safety net ✈️ Ed's MGM Skylofts experience The two-bedroom layout Butler service and luxury-hotel benefits Skylofts versus Aria Sky Suites Whether the premium price makes sense ✈️ The Marriott–MGM partnership Booking through Marriott versus MGM Resort fees on Marriott award stays Why MGM Gold can make direct booking more attractive Missing Marriott credit for restaurant charges ✈️ Chase Sapphire Preferred's 100,000-point offer Why Richard applied again Rebuilding a transferable-points balance Marriott points versus Ultimate Rewards ✈️ The best travel movies Up in the Air Flight The Terminal Planes, Trains and Automobiles Back to the Future Catch Me If You Can ✈️ Boeing and FAA oversight Boeing regaining some aircraft-certification authority Whether Boeing can adequately oversee itself Increasing financial penalties for safety violations ✈️ Choosing a Tokyo hotel for a short trip Park Hyatt Tokyo versus Grand Hyatt Tokyo Why location may matter more than luxury Staying near a convenient subway station ✈️ Marriott and Japan Airlines A new JAL status-match opportunity Potential benefits for Marriott elites Rumors of JAL becoming a Citi transfer partner ✈️ The rising cost of domestic award travel Expensive flights for families Shrinking partner-award opportunities Why domestic points strategies are disappearing ⏱️ Episode 446 Timestamps 0:48 – Weather cancellations and getting Richard's sister home 2:28 – Ed reviews the MGM Skylofts 6:45 – Marriott points, resort fees and MGM booking strategy 11:26 – Chase Sapphire Preferred's 100,000-point offer 15:11 – Debating the best travel movies ever 21:58 – Boeing regains aircraft-certification authority 26:08 – Slack Community and Points Path benefits 27:35 – Where to stay during a short Tokyo visit 29:39 – Marriott's JAL status match and transfer-partner rumors 31:41 – Why domestic award travel is getting so expensive

Tune in to the latest Social Success Series Podcast episode featuring special guest and Social Media Manager at Remington Hospitality, Anneleise McEvoy!  Anneleise joins the podcast to talk all things social media for Remington Hospitality as well as hotels in general and how they can not only improve but maximize their social presence online to drive bookings to their properties.  Cassady Quintana: Welcome to the Social Success Podcast, where we have conversations with top hospitality professionals about successful digital marketing strategies, emerging trends, and how to connect with today’s travelers. I’m your host, Cassady Quintana. Hello, everyone, and welcome to another episode of the Social Success Podcast. I am your host, Cassady Quintana. Super excited for today’s episode today. I have Anneleise McEvoy, social media manager at Remington Hospitality. Anneleise, thank you so much for joining me. Anneleise McEvoy: Absolutely. So first of all, thank you so much for having me. Cassady Quintana: Absolutely. I’m super excited you’re here. Obviously, we’ve talked a little bit before this episode, so I’ve gotten to know you some and especially from your LinkedIn presence, but for our listeners who may not be familiar with you or Remington Hospitality, could you give us a little bit of background about how you got to where you are today? Anneleise McEvoy: Absolutely. So I’ve always loved social media marketing. I’ve been passionate about it ever since college, and it was a career path that I always wanted. I started out in college being super involved with clubs and internships where I did social media. So in 2020 when I graduated, I moved to Dallas to pursue, pursue a career in social media marketing at a food and beverage, a food and beverage marketing agency that’s top year in Dallas. I started out as a social media specialist, went all the way up to a senior account executive. So I worked there for three years, and then at my three-point mark, I was like, “How can I mix one of my hobbies, which is traveling, into my career?” And so I was scrolling through LinkedIn, one day and came across a job posting at Remington Hospitality, reached out to my now boss, Alexis, and she told me about this aw- awesome opportunity that she was building a in – house social media agency for their portfolio of hotels. And so the rest is history. I am a social media manager at Remington, like you said. And one week is different than every… Every day is different, is what I’m trying to say. I might be in Key West learning about a hundred-year hotel or making content on a private beach, or I might be closer to Dallas where I’m based now in Fort Worth, marketing a trendy girl dinner experience on their rooftop. So that’s what I love about social media. Every property has its story and I get to help tell that story through social media. Cassady Quintana: Absolutely. And I’m glad you mentioned the different locations, because that kind of leads me into my next question. You know, at Remington, you guys have properties that span across very different markets, like you said. Something in Key West not going to resonate with someone that’s looking at a hotel in Texas. So when you guys are kind of building those strategies, how do you make sure that it feels unique to each property but still staying, you know, efficient as a corporate social team? Anneleise McEvoy: For sure, for sure. So one thing I always say, you can’t market a property that you’ve never experienced. And I’m sure that that’s true in every industry. I knew, I know that it was true in the food and beverage industry too. So before I build a social media strategy, I want to walk the property. I want to eat at the restaurant. I want to meet the team and experience it like a guest. So that’s where you discover the little things that make the hotel memorable, the experience. So that’s the first thing. I wanna visit the hotel like a guest. And then I pair that with the brand standards. So for example, if you’re a Marriott, a Moxie should feel completely different than an autograph collection. Every hotel should have a personality, but in that personality, we’re working in the brand standard. So at the end of the day, hotels don’t sell rooms. It’s all about the experience. We’re selling experiences. So social media’s job, every content creator’s co – that come into the property, our job is to create a place where someone wants to book before they even book. So that aesthetic feed is where they picture themselves experiencing. Cassady Quintana: Oh, I absolutely love that. And it’s, it’s interesting because when we think probably when you first started in social media or even when we were in college, social media was a completely different thing than it is now. We’ve seen all these updates and especially in this new age of AI, things are changing. So do you and what you’ve noticed with your job, like, how has social media changed, you know, even from two to three years ago and how has that changed your day-to-day role with what you’re doing at Remington? Anneleise McEvoy: Honestly, everything. Like six years ago, social media landscape changes literally every single day. I feel like I open Instagram and there’s a new update. Like last week, you can scroll through an Instagram carousel, I’m sure you’ve probably seen, and you don’t have to pick one caption. You can caption each photo now. So just things like that. There’s just always another update that content creator social media managers have to publicize out to the property teams as well. But I actually think that’s one of the most exciting parts of social media because it’s ever-changing and we can… There’s always something new to learn. And then on top of every algorithm that’s changing, I think the biggest thing that’s changed in the social media industry is influencer marketing. Because when I started six years ago, I would give an influencer a pizza and beer and they would post five inseed posts about it. And they would post it all on their stories and tag us and even do weekly posts. And I just gave them a pizza and beer. And now creators understand the val- value that they provide and are asking for paid collaborations, which I don’t think is a bad thing because we’re getting more of that quality content. But the challenge there is finding a partnership that works for both parties because for everyone watching, you probably know that hospitality budgets aren’t as big as people think. So even the marketing budget. So I think it’s about negotiating with influencers and giving them what they need as well as what we need. And then the last part of that question I think that’s changed is, of course, AI. I think I have a pretty strong opinion on it on the marketing landscape. I think there’s a right way to use AI. And a lazy way to use AI. So of course, when you’re scrolling your LinkedIn or any social media platform, you see captions with those M marks and you assume that they’re a AI-generated caption, but I think marketers should use it to enhance their ideas. Right. In my career, I found that all marketers have creativity. So it’s just an enhancement. Make a good idea great and AI is not here to replace creativity, I would say. Cassady Quintana: I definitely think it’s, can be used as a vehicle, like you said, to enhance the skills you already have. And even just to, like, bounce ideas. I know I use AI a lot of times, like, “Hey, I have this post idea. You know, what do you think about it? ” Or, you know, asking AI to just clean up my copy a little bit or, you know, helping me along the way. And we’ll talk a little bit more about AI further down. But since you mentioned influencers, I did wanna ask you about that because you do work closely with influencers. So from your point of view, like you said, not, not every influencer is a match and not every influencer is gonna deliver what you want them to deliver. And a lot of the times when hospitality professionals think about influencers, they just want someone with a lot of followers, right? They just want the big numbers, but there has to be alignment. So for you, and when you guys are working with influencers, kind of what separates a good partnership from someone, you know, that maybe not f – maybe doesn’t fit that well? And how do you guys go about finding those influencers? Anneleise McEvoy: For sure. I think what you just said, people think about the follower count and just look about at follower count. It’s all about the vetting process upfront. So you’re looking at engagement rate. I’d rather work with someone with a higher engagement rate, a smaller audience, and people that are connecting with their followers, and you can see that that’s genuine than someone that has over a million followers and doesn’t have a connected audience. And I find that their content is more authentic anyways. One of my favorite success stories, actually happened the other week. He did have a lot of followers, but it’s not even about his content. It was the creator. We always, after creator partnership, we always ask what we could have done better or how their story went. And it was a creator telling us he brought his whole family, extended family, and he already booked a trip for Thanksgiving with his family again, because they loved the experience so much. So that’s when influencer marketing, influencer relationships become more than just the content. It creates future guests because they’re gonna keep coming back. And if they’re passionate about the property, you know that you have an ongoing partnerships. I think that’s super important to create those ongoing partnerships as well. Cassady Quintana: I love that you said that because when you were talking about that, it makes me think of the parallel of just hospitality in general and how hotels treat their guests because, you know, you guys hired this influencer to come create content and share his story about his stay there. Yeah. And in turn, he wants to come back. That’s the same exact thing in the same way that hotels should treat their guests too, because they’re kind of like micro-influencers in a way. Like they’re telling their friends and family if their stay was good, they’re gonna post about on social media if their stay was good. So I love that there’s that parallel there. And a lot of times, influencers can be expensive. I think we all know that, especially in this age. Yes. Like they’re making enough money to live off of it, but there are those micro-influencers that do still have dedicated audiences. So I think it’s important not to, you know, just look them over because they may not have the biggest numbers that you’ve ever seen. But kind of along those lines, I wanna talk about, you know, content that hotels can post because I talk a lot about on my webinars and other podcasts about content that’s evergreen or things that can work across the board. So is there any kind of content that you guys do at Remington that you see that works well no matter where the property is located? Like just some type of evergreen content that you see that works really well? Anneleise McEvoy: For sure. And I think, again, this works for across the board for every industry because I found this in the food and beverage industry as well. But two things that always perform best, pets and people. So if you’re a pet-friendly hotel and you’re not posting that dog, you’re missing an opportunity and it helps that I am, I have a golden retriever. So every day, that’s one of my favorite parts of my job. I do community management as well as content creation. And so every day I get to go on the hotel social media and scour the comments, send the DMs everything and I love to repost pet content as it comes in. But also my favorite type of content is, highlighting people behind the performance. So, whether it’s a chef, a bartender, a housekeeper. Remington, actually, our motto is driven by people powered by performance. And social media is one of the best ways to bring that to life. I actually have a story about that at one of our Key West properties. It’s been around for maybe 20, 25 years, but we have a bartender that works there that she has worked there the whole entire time. Every time I post a photo of her, I’m not kidding you, I get 250 organic comments commenting about her, their experience with her. A story about her, how she makes the best drinks, how they’re booking the hotel because of her. And when I go to lifestyle photo shoots and see her, she explains that the guests are her friends. Yeah. She’s traveled the world with some of the guests. So it’s always about highlighting the people behind the performance and behind the scenes as well. And people like seeing that connection. They don’t like just seeing the evergreen. So I think posting people is a way to do that. Cassady Quintana: And in a way, I feel like that is evergreen. You know, she, you just said she’s worked there the entire time, like – Yes. And people love her. So, you know, keep posting. I love that because I have that same kind of relationship with some hotels that I regularly go to with my family, like bartenders or – Yes. You know, general managers, things like that. And that makes, like you said earlier, like, we’re booking an ex – an experience and not just somewhere to sleep, right? So having that comfortability with people that work at the property just makes it better. And social media, we work in, like, the, the most feel-good industry. Our social media to reflect that, you know, it’s, like, it’s the most exciting industry to me because it is changing every day. There’s something new to talk about. People are always wanting to travel. Cassady Quintana: People love to travel. Like, it should be fun content to kind of match that. But kind of on, you know, the other side of social media marketing and some things that can scare hoteliers is, like, that paid social strategy. So for you guys at Remington, do you have a paid ad strategy? And if you do, what is your, you know, attack to figuring out, okay, we’re gona put some money behind this post, or we’re gonna keep this one organic. Is there a strategy there, and what does that look like for you guys? Anneleise McEvoy: There’s a strategy. I think that’s one of the things that has changed in the social media marketing world since six years ago as well. I think s – all social is pay to play. Yeah. So you need an organic strategy and you need to layer in a paid strategy. So paid social for me always starts with one question. If a hotel asks, “Hey, I would love to market a seasonal activation or I’d love to market, let’s say, Easter Brunch, Father’s Day brunch, 4th of July, what’s the business goal? What… Who do you want to see? Start with that one question. What’s the business goal?” And we just invest in where paid can reach the right visibility and right audience, and support the business results that we created in that strategy. So always start with that one question. Cassady Quintana: I love that. I think that’s a great way to go at it because it helps hoteliers that may be doing their own social media for their hotel. Like, okay, I do, I know what my goal is for this post. So if you already have that in mind, that’s a great way to kind of look at your strategy and understand which ones should be organic and which ones should be having that ad spend behind it. Definitely. We kind of mentioned this earlier that, you know, authentic, feel good, sh – posting your people. You know, we’re seeing a lot of… Instagram has honestly flipped a little bit. When it first came out, it was very, like, post your best photo with the best filter. Yes. You want that perfect shot. But now it’s like, that we don’t want that anymore. We don’t want polished photos on Instagram. We want authentic. We want real. So I know I’m sure you guys have a lot of user-generated content. I’m sure you have great photos of the property. So how do you balance that of, you know, we do wanna show what the property looks like, but we also wanna show the authentic everyday scene of the hotel. So what’s that balance like of UGC, of user-generated content, photos and videos you guys have taken? How do you kind of balance that together? Anneleise McEvoy: Like you said, I don’t think it’s an either/or conversation. I think you need to have both. Professional lifestyle photography and videography is our evergreen content. Right. I think the cool thing about Remington when I came on, hotels did understand that they needed lifestyle photography and videography. So we’ve gotten to do a lot of lifestyle shoots and create social media campaigns that are evergreen. And throughout the year, kind of with our lifestyle photo shoots, we also ask the property, “Hey, do you have any events that are gonna be coming up since we’re in July for 4th of July?” And ask them from there if they want some professional photography. But basically, that lifestyle evergreen content is the foundation of what we post. So I have, I would say 80% of our content calendars are that professional use po – more polished look that you were talking about. But I think that you’re right. I don’t think that we’ve moved away from the aesthetic feed to people want to visualize themselves in the feed. How am I gonna experience that rooftop bar? How am I gonna swim at the pool and get drinks brought to me type of thing? So that’s where we layer creator partnerships. And usually with our creator partnerships, we request one reel to be part of their deliverables where we can do a collaboration post where we share that engagement. It goes on both pages. And then UGC, user-generated content is an interesting conversation because obviously you don’t wanna post every single post that you’re tagged in. Right. So our process, we vet, at the beginning of the month what we would like to post. And then you have to be careful about permissions. So we always ask if we can po- post before posting it, but layering that in as the last one to make the page more authentic. And I think, I mean, to conclude, the best hotel pages balance both. Cassady Quintana: Absolutely. I totally agree. And you guys, you know, you’re managing multiple properties social media so obviously you can’t be at the property every day capturing that content in real time. And a lot of hoteliers and people that work at hotels, like, we’re, we’re hands off with social media because Remington is doing that for us. So is there, you know, how do you kind of get that buy-in from them, you know, if there is something going on at their property, like, “Hey, can you please get some photos, like, so we can in turn post this on social media?” ‘Cause I know, you know, it, it can be hard to get them to, to want to do that, right? It’s like the last thing on their mind because they’ve already given that to you guys. So is there a way to create that buy-in without, like, making it seem like we’re just asking them for more and more and more? Anneleise McEvoy: Scary. I mean, as you’re scrolling your own social media, I know that, I would be daunted by creating a reel of the activation I just told the marketing team. Right. So I don’t expect any hoteler or a director of sales and marketing to become a content creator. I start all of my social media calls like that. I expect one thing for them to be passionate about the thing that they want to market. Yeah. Passionate about the idea that they had to bring to me. And let’s give an example of maybe we have a rooftop market, farmer’s market experience. So when you’re talking about passion with that idea, I can make it come to life. Not everyone has to be a content creator, but you can create a social media champion on property. So designate one social media champion and I hop on a call with them. They’re usually very excited to capture the content. And then we make it easy with ideas and tell them how to get the best lighting, give them guidance on the best, the best clips and tell them that you don’t need to mute the clips. We’ll put on the music later. Right. It’s just about guidance and encouragement. But basically having one social media champion and having that passion is all you need. Cassady Quintana: Oh, I love that. And I think most hotels can find at least one employee that would be happy to do it, right? A happy to take those photos. And I’m sure they love their own social media, so why not, you know, do it for the hotel too? I would be that person for sure. I would love to, I would love to just go around properties and, you know, shoot content for them. Anneleise McEvoy: People even even raise their hand and say, “Hey, I wanna do this. ” And those are the best kind of people because you know that they’re, they’re really passionate about it. Cassady Quintana: And I’m sure it makes your life easier because you don’t even have to worry about finding that person, right? They’ve already made themselves know. So I’m sure that’s really helpful. And it’s cool to hear your guys’ process because, you know, when you work with a management group or you’re working with, you know, an agency like Travel Media Group to do your social media, it’s almost like sometimes it can be hard, I think, for hoteliers to fully be hands-off or, you know, there’s that kind of balance you have to have of, like, I’m passionate about it. I want people to see our hotel’s personality, but I’m also trusting someone else to make that come to life. So I think having that relationship with them and making sure that they understand, like, you want to bring their vision to life, right? So this is kind of an off-script question, but do you have trouble, like, do they have trouble coming up with ideas? Like, how does that balance work if you guys presenting ideas versus them saying, “This is what we wanna talk about this month?” Anneleise McEvoy: Like you said, I think two types of hotels. Some hotels come with me with 25 ideas, “Hey, can we post about National Lollipop Day?” Yeah. And I kinda have to reign them in and say, “Hey, let’s look at the brand standards and go back to our social media strategy. And I’d love to post about these five things that you brought up because, it’s in the area.” For example, the example that comes to mind is a DC hotel last year had, was close to the zoo, and they had pandas that were just born, and they wanted to post about it. And I was like, “That was kinda random, but we can make it a thing.” Right. They wanted to make it a whole activation. So they do come up with ideas. It’s all about balance in that relationship and being able to say, “No, that really doesn’t fit the brand voice,” versus, “Hey, yeah, let’s, let’s make that an idea.” So I have hotels that bring me ideas. We talk to the hotels at least once a month to present our ideas, whether that’s a local idea, what I just said about a panda being – Right. Born and it’s a, it’s a big piece of news. Or it’s more like National Wine and Cheese Day, “Hey, you should hop on this and we should get some local cheeses to come out and enhance your already done hot happy hour.” Yeah. So kind of both, both ways. We present ideas, sometimes they present ideas, but I like both. Cassady Quintana: That’s best of both worlds right there, have a little bit combo, because that allows you to still have your creative side too. So, okay, kind of shifting back, I know we touched on AI a little bit, but is there any AI tools, or workflows that you guys have utilized, you know, into your social media process? And how do you think AI is gona kind of fit into social media as we continue to move forward? Anneleise McEvoy: I actually think AI has made creativity in the marketing world more important, not less. Audiences know, like I said earlier, when something doesn’t feel authentic. And AI is not taking everyone’s jobs, as everyone’s saying. Hospitality is about people and the best stories still come from real guests, real employees, and real experiences. So they’re leaving those reviews. They’re leaving the comments. And I think we’re the liaison between the comments in the hotel. So for example, like I said about community management, we do community management every day, and I look at comments and reviews. I have one specific hotel that has been open, the same one as the bartender one, has been around for about 25 years, and people are repeat guests. Right. And they, they comment all the time, “Hey, I have 25 days till my vacation. I’m celebrating my wedding anniversary.” And so we could do an AI response back to that, but I like to send via email that comment to the hotel team and work with them on a special amenity that we can give someone because some of the comments I see, they’ve gotten married there, et cetera. So creating those real experiences that AI hasn’t. But yes, we do use AI. I think it’s just as enhancements. I don’t think that in the social media world, you should put your whole content calendar in there and use all of the captions, the cookie cutter captions that it comes out with. And then I think really interesting, the newest thing about AI that I’ve seen is AI influencers. And so I’ve seen a couple, of those and I think it just all goes back to being authentic. And some of those employees that you’re seeing in the AI influencers are not real places that these repeat guests are used to. So I think it’s a good thing and you can use it for lazy ways, like I keep saying. But just enhancements to already ideas. We put in different activations that we’ve though of and it’s came out with even better ideas. So yes, we do use AI. Cassady Quintana: Yeah. I mean, I think you kind of have to these days. It’s, it’s everywhere. And so if you’re not utilizing it, you know, you, you might as well be utilizing it in some way to help, help enhance your strategy or just to bounce ideas off. But I’m, I’m glad you mentioned that about, you know, employees that don’t actually exist. And I haven’t seen that influencer thing. I’m gonna have to check that out after this, but it’s, that’s kind of scary, actually, like, when you think about it. It is. ‘Cause that stuff looks so real. And if… Imagine you saw that. Imagine that you saw an em – an employee at the hotel and then you get there and then you never see them. And it’s like, it can be hard to make sure, like, okay, do I believe this or not? Anneleise McEvoy: Like you said, I mean, different… AI is just improving every day as you know. Right. And different generations look at that differently. And if an older generation looks at that AI influencer and they’re like, “Whoa, we wanna go there and we wanna experience this view and the view isn’t – Right. Like it is, then it’s not real.” So – Yeah. Cassady Quintana: Yeah. Yeah. It can definitely have a negative effect too. And we might even see, you know, negative comments, negative reviews about, you know, I saw this image on their social media and this is not what it looks like because maybe they used AI. And it’s like – Yes. A very fine line there. And we see it too with responding to reviews, and like you mentioned, responding to comments too, how it’s pretty easy to tell if something was just AI generated, but if you can take those comments and respond back to them like a real person and then like you said later on, they come to visit and you remembered that and you did something special for them, I think that’s awesome. And we can’t lose that humanity aspect of hospitality. And I don’t think we will. Like I think at the – Me. The base of hospitality is people and that’s what makes a hotel stay special is the people behind it. ‘Cause at the end of the day – Yeah. It’s just a building. It may be the most beautiful resort ever, but if the staff is not nice and they don’t have a good experience with them, like, overall, it’s not a great time. So look – I agree. I appreciate your insight on those. So before we wrap up, I like to do these, like, rapid fire questions. Okay. So I’m gonna give you questions and, like, first thing that comes to your mind, all right? Okay. Perfect. So what is one hotel social media trend you think is overused or overrated? Anneleise McEvoy: Lots of trends. I mean, I think we live in an era of pop culture. And not every brand needs to participate in every single trend. So we live in an era of all these trendy TV shows, award shows, the Super Bowl, all of these things. And sometimes saying no to a trend is having a strong brand voice. Yeah. And it’s not all cookie. So I would just say don’t hop on all of the memes just because they’re trendy. Cassady Quintana: Yeah. It’s like, I don’t know if you saw during the World Cup, the Levi Stadium had to cover, you know, their logo with the white cloth and all these brands are doing all of a sudden. And it’s like, it’s, that’s not what the, you know, that’s not why it blew up. Or the same thing with the – No. The couple that just climbed the Empire State Building with the flag, and now people are putting their stuff on the flag. Everywhere. It’s everywhere. It’s like, okay, guys. And I get it. I get why people are doing it because they want, they want that viral moment. But anyways, I digress. So, okay. Favorite hotel brand or property to follow on social media that’s not Remington? Anneleise McEvoy: I have three. So I would say, I mean, I’m in social media, but I’m also on social media doom scoo – scrolling a lot. So my local one would be Dallas Hotel Swexen. I think it’s a boutique hotel and they have a really cool aesthetic feed that w – like I was talking about lots of professional shots. So taking inspo from there. Why I started in s – hotels, I love LOEs. The story of the Plaza. So I love looking at the Plaza Hotel in New York and they have a great dog-friendly program. They get robes and room service for dogs. It’s just, it’s great to watch. And then the Lafayette in San Diego, I think it was recently transformed from a motel actually. I think it’s an independent, but they have a lot of great programming for food and beverage and pools and everything. And so I like looking at what events they have going on. Cassady Quintana: All right. There you heard it first, listeners. If you need social content inspiration, definitely go check those out. I’ll be checking those out after this too. Okay. what’s your favorite Remington campaign or post that you’ve done or that you’ve been a part of? Anneleise McEvoy: It’s actually happening right now. So Laconcia Key West is turning 100 this year. Nice. And I love it because, we layered so many different marketing strategies into the campaign. So we had a lifestyle photo and video shoot. And the video shoot was focused on reels where it compares vintage to now time. Actually, every week in July we are releasing, a different video. So that’s been fun. And then we had a couple weeks ago, we teased a social media giveaway. So they were established in 1926. So we teased this giveaway and we were giving away five lucky people, $19.26 a night rates. And so if they commented at the certain time that we posted, first five got this and of course we had blackout dates app, et cetera. But since we tease it, we got about 200 comments in the first minute. And so we had to be on the first five commenters and that was really fun. And they’re all staying in 2026. So it’s been a really fun 100-year campaign. That’s awesome. Cassady Quintana: Yeah. I wish I would’ve known about that. I would’ve tried to enter. Yes. Yeah, that’s awesome. I, I love that kind of stuff too, because that, I don’t know, that just adds another layer of personality beyond this day because it, it shows that you really care about that relationship with guests and wanting to do that kind of stuff. Also, 100 years is, is impressive on its own. Okay. What, what’s one piece of advice you’d give to a hotel that’s trying to grow its social presence? Maybe they’re just starting out. Anneleise McEvoy: I would say create those experiences. I would say if you have a ho- hotel happy hour and it’s just in a hotel bar and maybe you’ll Your branding is European. You make a European happy hour with a viral Aperol Spritz that people are going to take pictures of. Maybe it comes out in a cart. Maybe you train people to say a special word when they get this Apparel Spritz. It’s all about experiences on social now because that’s what you get, that’s when you get your user generated content. So it just makes sense. So create those experiences. Cassady Quintana: Love it. All right. Well, before we wrap up, I like to ask everybody, you know, kind of looking ahead to 2026, I can’t believe we’re already more than halfway through the year. It’s crazy. But what are some social marketing trends you’re seeing right now that hoteliers and other social media managers should pay attention to? Anneleise McEvoy: I think it’s actually going back to what hospitality means. I know we’ve talked a lot about people and experiences and everyone is talking about all of these trends, but it’s actually just saying, “Hey, we’re in the hospitality industry. Travelers are looking for not just a place to stay anymore. They’re not just putting their head on the pillow. They’re looking for a place where they can experience everything. They can walk to everything. They have all, they have a navigator at the front desk telling them what the closest d- destination spots. They’re curating that itinerary for them so they have to do no work. Our job as marketers, social media managers, content creators is to translate those experiences into content that makes someone think, “Hey, I wanna go there.” And then you can layer in all of the trends that people are talking about. But it’s really those, “Hey, I wanna go there,” moments that get you those bookings. Cassady Quintana: Yeah, for sure. Well, you’ve had great advice all this entire episode. I appreciate you taking time out of your day to do this. For our listeners, is there anywhere they can find you, connect with you, or Remington? Anneleise McEvoy: Yes, we have social media. Remington Hospitality is our handle on TikTok and Instagram and LinkedIn, so go follow them. And for me, Anneleise McEvoy on LinkedIn is great. Cassady Quintana: All right. Perfect. Well, Anneleise, thank you so much for joining me today. I had a blast talking to you and thank you everybody for listening to this episode and we will see you next time on the Social Success Series. Anneleise McEvoy: Thank you. Cassady Quintana: Be sure to subscribe wherever you get your podcast so you don’t miss an episode. The Social Success Podcast is produced by Travel Media Group. Our editor is Brandon Bell with cover art by Bary Gordon. I am your host, Cassady Quintana, and we hope you enjoyed this episode.

What does it really take to renovate a hotel while keeping guests happy, protecting reviews, and maximizing owner returns?In this episode, David Millili and Steve Carran sit down with Tom Kelley, CEO & President of Digney Holding Companies, to explore the business of hotel renovations, capital planning, and hospitality development. Drawing on decades of experience spanning architecture, Marriott, commercial real estate, and hotel construction, Tom shares practical insights into how owners can make smarter renovation decisions in today's rapidly evolving hospitality market.From navigating brand conversions and Property Improvement Plans (PIPs) to managing rising construction costs, tariffs, and supply chain volatility, Tom explains why successful hotel projects start with careful planning, financial discipline, and a relentless focus on the guest experience. He also discusses how owners can avoid costly over-investments, balance design with ROI, and execute renovations in occupied hotels with minimal disruption.Whether you're a hotel owner, operator, developer, investor, architect, or hospitality professional, this conversation offers valuable strategies for protecting asset value while creating exceptional guest experiences.In this episode, you'll learn: How to plan successful hotel renovations and brand conversions  Why due diligence should come before design decisions  The importance of aligning capital expenditures with long-term investment strategy  How hospitality design continues to evolve with changing guest expectations Watch the FULL EPISODE on YouTube: https://youtu.be/cxipY_2xW9ILinks:Tom on LinkedIn: https://www.linkedin.com/in/tom-kelley-84bba2aa/ Digney-York Associates: https://digneyyork.com/ For full show notes head to: https://themodernhotelier.com/episode/311Follow 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.

About Christian Giordano: Christian's LinkedIn profile: linkedin.com/in/cdgiordano Website manciniduffy.com (Company) theantiarchitect.com (Personal) Christian's Bio: Christian Giordano is President and Co-Owner of Mancini, a110-year-old national design firm, and the host of The Anti-Architect Podcast.  A trailblazer in the architecture and design space, Christian is redefining the industry by integrating cutting-edge technology and entrepreneurial thinking into a traditionally slow-to-evolve field.  Christian's journey includes studying under the iconic Frank Gehry at UCLA, an experience that profoundly influenced his groundbreaking approach to design and leadership.  As a visionary in the field, Christian treats his century-old firm like a startup, drawing inspiration from the forward-thinking companies Mancini works with, such as Google, Peloton, Disney, and Netflix. His work explores how emerging technologies - AI, automation, and immersive digital tools - are transforming the built world.  Beyond pioneering innovation in design, Christian is dedicated to mentoring the next generation, inspiring them to push the boundaries of what's possible in architecture and technology. SHOW INTRO: "...Today, EPISODE 90… I talk with Christian Giordano President and Co-Owner of Mancini who is also the host of The Anti-Architect Podcast – an intriguing name for a pod especially one hosted by an architect and leader of an architecture firm.  The interesting thing about the podcast title, is that I think it aptly describes Christian's personal take on the practice of architecture and leading a group of creative souls into a new future paradigm one and where technology and social media is reshaping engagement in a corporate workplace and the output of their creative endeavors in the built environment. We'll get into all of that in a minute but first a few thoughts…" *                     *                          *                          * 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.  I caught up with Bryan at the SHOP Marketplace event in Charlotte and chatted about his focus on shaping what comes next in digital signage and experiential design.   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. 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.

In today's episode, we'll talk about how Wells Fargo shut down Greg's checking account, we'll ask "Did Marriott devalue again?", and we'll look at the many ways to turn hotel status into airline status.Giant Mailbag(01:12) - Rick shares a note about Bilt Cash at WalgreensCard News(04:25) - Chase Freedom Flex® dropping foreign transaction fees, but also losing cell protectionCrazy Thing(06:22) - Capital One Shopping: 95% back at Instacart (new members)Awards, Points, and More(12:05) - Rove adds QantasRead more about Rove adding Qantas as a transfer partner here(13:30) - Choice points on sale through July 20(14:21) - Greg's Wells Fargo shutdownLearn more about Greg's Wells Fargo shutdown here(24:58) - Nick's Sapphire Reserve® Exclusive Tables Blunders(31:07) - FHR Las Vegas observances(35:10) - Marriott devaluation... or not?Read Stephen's thoughts about the supposed devaluation here(37:43) - How to apply Marriott free night certs to upgraded roomsLearn more about this hereMain Event: Turn hotel status into airline status(42:29) - First up: New Airline + Hotel partnerships(42:58) - Read more about the Hyatt / Aeroplan partnership here(53:00) - Read more about Marriott and Japan Airlines here: https://frequentmiler.com/marriott-japan-airlines-launch-deeper-partnership-earn-bonus-points-get-status-match-earn-status-points-more/(1:01:00) - Key hotel/airline match-ups (and other hotel/airline tie-ups)...(1:16:35) - Special topic: Airline hotel portalsSubscribe 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 YoderMentioned in this episode:Frequent Miler's Best Offers Pagehttps://frequentmiler.com/best-credit-card-offers/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

The Award Travel 101 crew kicked off Episode 181 by discussing one of the week's hottest travel deals: Norse Atlantic's $118 one-way fare from Orlando to London Gatwick. While the price grabbed plenty of attention, the hosts reminded listeners to look beyond the headline fare, noting Norse's low-cost model means extra fees for amenities that many travelers expect. They also covered several major developments in the points and miles world, including American Airlines quietly increasing award prices on certain Japan Airlines partner flights, an enhanced World of Hyatt credit card welcome offer, a wave of valuable Amex Offers for hotels and travel, and Marriott's latest award pricing increase. Angie and Cameron also shared updates on their own points-earning progress and upcoming travel plans, including schedule changes, hotel decisions, and new credit card bonuses.The main discussion centered on whether booking hotels directly with points is still the best strategy as hotel loyalty programs continue to devalue their currencies. Using real-world examples from Marriott, Hilton, and Hyatt, the hosts compared direct award bookings against Chase Travel, Capital One Travel, Citi Travel, and American Express Travel. In many cases, travel portals—especially when paired with annual travel credits, Points Boost, Fine Hotels + Resorts, or The Edit benefits—required significantly fewer transferable points than booking directly, particularly for Marriott and Hilton stays. Hyatt remained the notable exception, where transferring Chase Ultimate Rewards to Hyatt often continued to provide the strongest value. The episode concluded by encouraging listeners to think beyond traditional award bookings, weigh elite benefits and earnings when comparing options, and wrapped up with a practical international travel tip: always pay in the local currency when using a credit card abroad and avoid Euronet ATMs, which typically offer poor exchange rates.Episode Links:American Partner awards increaseHyatt personal card increased offerAmex Hotel OffersMarriott award rates are increasingWhere 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.  

Bonvoy is the program we love... to hate. Having said that, we'd be lying if we said there were no redeeming features of this program. In this episode, we'll talk about the pros and cons of the Marriott Bonvoy program.(00:58) - Pros(06:53) - Cons(11:50) - See our resource (or "matrix") for determining which Marriott card you may be eligible for hereSubscribe 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 YoderMentioned in this episode:Visit FrequentMiler.com Did you know that Frequent Miller is also a website? At frequentMiller.com, you'll find all the latest deals, news about points, miles, and rewarding credit cards, the single best, Best Credit Cards page on the web, guides to all popular rewards programs, and many other terrific resources. If you'd like to get our posts sent to your email, go to frequentMiller.com/subscribe and sign up for free. https://frequentmiler.com/subscribe/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

Brendan Wallace is the Founder, CEO & CIO of Fifth Wall, the largest investment firm focused on technology for the built environment, with ~$3B in capital, the firm is driving the growth of nearly 170 companies, backing category-defining PropTech leaders such as Opendoor, Procore, Blend, Hippo, and Bilt Rewards. It's supported by ~115 of the world's largest real estate owner-operators including CBRE, Hilton, Hines, Marriott, Public Storage, Related, and Starwood. Before Fifth Wall, Brendan was at Goldman Sachs and Blackstone, and he co-founded Identified (sold to Workday) and Cabify. In this episode of Summation, Brendan and Auren discuss:How remote work protected mediocrity for yearsThe data center land grab: powered land, 2037 grid connections, and bring-your-own-solarHow land is the most stable asset on earth and there's still no way to buy an index of itWhy "capital-intensive businesses are bad for venture" is no longer trueYou can find Auren Hoffman on X at @auren and Brendan Wallace on X at @BrendanFWallace

Eddie Wilson welcomes back Sean Fernando of Connecticon to discuss their 23rd annual event that spans 4 days July 16-19 at the Marriott in Hartford.

Welcome to the Charismatic Leader Podcast. In this episode, Brett McDermott sits down with Alain Hunkins, leadership expert and author who has spent nearly three decades inside companies like Microsoft and Marriott. Alain reveals why the very skills that get you promoted often become the ones that hold you back—and how leaders must shift from “doing” to truly leading.Together, Brett and Alain explore the facilitative mindset—leading as a facilitator-in-chief rather than a commander-in-chief. Alain shares how his theater background shaped his approach to leadership, why connection is the bedrock of influence, and how communication and collaboration separate leaders people follow from leaders people simply tolerate. He offers practical tools like giving the big picture up front, “asking for a receipt” to confirm understanding, and creating environments of safety, energy, ownership, and purpose.This episode is packed with actionable insights for leaders who want to move beyond command-and-control and build teams that thrive.Key Takeaways:Why leaders must shift from doing to leadingThe difference between facilitator-in-chief vs. commander-in-chiefHow theater teaches leaders to focus on impact, not intentionPractical communication tools: big picture first and asking for a receiptFour human needs that drive collaboration: safety, energy, ownership, and purposeWhy people aren't your greatest resource—they are your company

Christian Boucousis (@christianbooboucousis) was the youngest ever Royal Australian Air Force Pilot, earning the call sign "Boo" which has become his personal brand. His business Afterburner brings together a high-performing team of fighter pilots to teach businesses how they can leverage the power of the fighter pilot mindset. They've transformed performance at 3,500+ companies like Google, Pfizer, Microsoft, Apple, Nike, American Express, IBM, & Marriott, just to name a few. They've worked with 17 NFL teams, helping two win Super Bowls, including the record-breaking Super Bowl XLVI, when the New York Giants became the first team in history to reach the Super Bowl with a negative point differential (394 scored vs. 400 against). Boo has been featured on national outlets like The Today Show, New York Times, & Fox Business, and is the author of The Afterburner Advantage and upcoming Flawless Leadership. In our conversation today, we discuss how the fighter pilot mindset allows you to communicate better and how the key to leadership is doing what's right, not worrying about who is right.  Connect: https://callmeboo.com/ https://www.linkedin.com/in/christian-boo-boucousis/ CAPTAIN: THE ATHLETE'S GUIDE TO BEING AN EXCEPTIONAL TEAM LEADER is now live on Amazon!  CLICK HERE TO ORDER We are constantly asked "where have all the leaders gone?" Now more than ever, it is up to schools, clubs and coaches to develop our leaders, and this new book is a perfect guide to train and develop them. It is filled with stories of champion team captains on the professional and college level, Hall of Fame coaches, and more, and is a masterclass on leadership. Your athletes will learn from leaders such as Carles Puyol Abby Wambach, Tim Duncan, Shane Battier, Richie McCaw, Carla Overbeck and Simone Biles. It will help your athletes understand the qualities needed to lead, the responsibilities they must accept, and the most common challenges they will face. The chapters are short and sweet and have discussion questions so that your leaders can work through them together and set your team up for great success. The book also comes with a  FREE downloadable 10-session curriculum so you can guide your team or the leaders in your school or club through the entire book.  FOR ORDERS OF 10 OR MORE, WE OFFER A $5 PER BOOK DISCOUNT. EMAIL John@ChangingTheGameProject.com to place your order. BOOK A SPEAKER: Interested in having John or one of our speaking team present to your school, club or coaching event, either in person or virtually? Looking for leadership training for your student athletes, a coach development workshop or parent education? We are still booking Fall 2026 events, please email us to set up an introductory call John@ChangingTheGameProject.com PUT IN YOUR BULK BOOK ORDERS FOR OUR BESTSELLING BOOKS, AND JOIN 2026 CHAMPIONSHIP TEAMS FROM SYRACUSE MENS LAX, UNC AND NAVY WOMENS LAX, AND MORE! These are just the most recent championship teams using THE CHAMPION TEAMMATE book with their athletes and support teams. Many of these coaches are also getting THE CHAMPION SPORTS PARENT so their team parents can be part of a successful culture. Schools and clubs are using EVERY MOMENT MATTERS for staff development and book clubs. Are you?  We have been fulfilling numerous bulk orders for some of the top high school and collegiate sports programs in the country, will your team be next? Click here to visit John's author page on Amazon Click here to visit Jerry's author page on Amazon Please email John@ChangingTheGameProject.com if you want discounted pricing on 10 or more books on any of our books. Thanks everyone. This week's podcast is brought to you by our friends at Sprocket Sports.  Sprocket Sports is a software platform for youth sports clubs.  Yeah, there are a lot of these systems out there, but Sprocket provides the full enchilada. They give you all the cool front-end stuff to make your club look good– like websites, communication tools and marketing tools – AND all the back-end transactions and services to run your business better so you can focus on what really matters – your players and your teams. Sprocket is built for those clubs looking to thrive, not just survive, in the competitive world of youth sports clubs.  So if you've been looking for a true business partner – not just another app – check them out today at https://sprocketsports.me/CTG.

What if your next customer isn't a person, but an AI agent acting on their behalf? And what if that agent is evaluating your brand on a purely logical, data-driven basis, completely devoid of the emotional hooks your marketing has always relied on?Agility requires not just adapting to changing customer behaviors, but also redefining who—or what—our customer even is. It demands that we build operational and strategic frameworks that can cater to both human emotional drivers and the cold, hard logic of machines.Today, we are at Forrester CX in New York City, and we're going to talk about a fundamental shift in the customer journey: the rise of the AI agent as an influential, and in some cases, decision-making persona. This isn't just about using AI in our marketing; it's about marketing to AI. We'll explore what it means when our brand's message needs to be optimized not just for human perception, but for machine interpretation and evaluation.To help me discuss this topic, I'd like to welcome Chuck Gahun, Principal Analyst at Forrester. About Chuck Gahun Chuck is a leader in Forrester's Digital Business & Strategy practice serving business and digital executives. His research coverage includes content management systems (CMSes), product information management (PIM) systems, and commerce services and strategy for B2B and B2C companies. Chuck helps executives design strategies that deliver customer and business value by partnering with technology vendors and services providers. Chuck has 20 years of experience in content and commerce. He specializes in digital strategy, experience design, and technology initiatives in CMSes, e-commerce systems, digital asset management (DAM) systems, PIM systems, digital experience platforms (DXPs), and several others. He has led strategy and implementations for brands like Goldman Sachs, Blue Cross Blue Shield, Hilti, Marriott, AARP, and the Centers for Disease Control. Prior to joining Forrester, Chuck was a managing director and partner at Shift7 Digital (a Merkle company) and held senior management positions at ZS Medullan and Publicis Sapient. Chuck holds a BA in government and international politics and an MS in technology management from George Mason University. Chuck Gahun on LinkedIn: https://www.linkedin.com/in/chuckgahun/ ---------- Resources ---------- Forrester: https://www.forrester.com We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658Reach your customers with Reddit. Spend $500 in ad spend, get $500 back in ad credit! Learn more: https://advertalize.com/r/491818c79fb1873fThe most influential minds in software, AI, and engineering leadership will be at WeAreDevelopers World Congress North America, September 23-25 in San Jose. Learn more: https://aglbrnd.co/r/60a7299222a7bcf1 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.