Defining Hospitality Soulful Hospitality - Rob Blood - Defining Hospitality - Episode # 188
Feb 12, 2025
Rob Blood, Founder and Chairman of Lark Hotels, shares his journey from innkeeper to hotel mogul. He emphasizes 'soul-making hospitality,' where genuine connections exceed mere service. Rob discusses innovative approaches in hotel design, sustainability trends, and the importance of a collaborative workplace culture. He also highlights the role of technology in streamlining operations, ensuring staff can focus more on guest interactions. His insights offer a roadmap for creating memorable hospitality experiences that resonate with both guests and employees.
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Hospitality as Eye-to-Eye Connection
- Hospitality is about creating genuine eye-to-eye experiences, not prescribing service to guests.
- It extends beyond guests to include employees, owners, and investors as part of a hospitality ecosystem.
Retention Through Emotional Stakeholding
- Retain good people attracted to independent spirited hospitality to maintain quality and culture.
- Build emotional ownership for staff to reduce turnover and foster commitment.
Scott Hopps' Unexpected Hospitality Journey
- Scott Hopps transitioned from civil engineering to hospitality after meeting Rob and pursuing passion.
- He rose rapidly to senior VP, driven by enthusiasm and care for others.
