In this episode, Rocco Bova, an experienced hotelier and consultant, shares his insights on innovative hospitality business models and the importance of human connection in luxury service.

Listeners will learn about:

Rocco's background and global experience
Rocco’s early jobs: best and worst experiences (01:58)
Transition to consultancy (07:01)
Evolution of luxury service (10:34)
Impact of technology on hospitality (11:35)
Challenges in recruitment and retention (13:13)
Human vs. digital guest service (15:30)
AI in hospitality (16:48)
Rocco’s approach to handling difficult guests (20:04)
Defining true hospitality (22:27)
New business model for hotels (24:04)
Profit-sharing and emergency fund model (29:04)
Challenges with traditional business models (33:34)
Need for structural change in hospitality (35:23)
Role of leadership in culture change (39:28)
Advice for leaders driving change (46:02)
Importance of values alignment in career decisions (47:15)

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Redefining the Norm: Innovative Operating Models in Hospitality - Rocco Bova