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)

If you liked this, you may also enjoy:

• Dangerous Blindspots: What Hotel Executives Miss - Adam Zembruski
• Why I Left the C-Suite to Reconnect with Hospitality's Roots - Adam Zembruski
• Let's Return To The Art of Hospitality - Bashar Wali, Practice Hospitality

This episode is brought to you with support from Shiji Group, the global hospitality technology leader that helps hotels streamline operations and transform guest experiences. Recognized by their clients for their best-in-class solutions and exceptional service and support, Shiji Group is trusted by leading brands worldwide to activate technology faster, increase operational efficiency, and drive better business results.

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