Hospitality Daily Podcast

Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how her team built “Chat Pineapple,” an in-house AI tool that connects guest insights across systems. More important than the technology, Dina says, is the culture that empowers teams to act creatively on that information -- turning surveys, reviews, and guest histories into memorable experiences. You’ll hear what surprised her most about pre-stay guest responses, how the workflow scaled a long-standing culture of surprise and delight, and why the human element is the true driver of personalization in hospitality.See our previous episodes with Dina:How Staypineapple Enables Every Employee to Surprise and Delight - Dina Belon, StaypineappleOur Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels"Best Employer": The Secrets Behind Our Winning Strategy for People-First Culture - Dina Belon & Mike Hirschler, Staypineapple Hotels3 Stories, 1 Mission: Our Journeys to Hospitality Leadership - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple HotelsAI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Dina Belon, President of Staypineapple, an independent boutique hotel brand, passionately critiques the use of kiosks in guest services, arguing they undermine the human touch essential to exceptional hospitality. She emphasizes the power of tailored, personalized service delivered by staff. Additionally, Dina explores how independent hotels can effectively compete with larger brands by choosing technology partners that align with their culture and prioritize operational needs, making sure that the end users’ voices lead the way.

Dina Belon discusses how Staypineapple revolutionizes hospitality by minimizing SOPs and scripts. Instead of rigid rules, they focus on empowering staff to connect authentically with guests. Centralizing administrative work allows managers to spend more time teaching on the floor. The conversation emphasizes the importance of emotional intelligence and modern technology that enhances human interactions, proving that an environment built on authenticity helps employees thrive.

Dina Belon, President of Staypineapple, champions a people-first hospitality culture that empowers employees to share their authentic selves. She discusses the importance of emotional intelligence in hiring and how personal passions of team members are added to CRM profiles to enhance guest connections. Dina shares a heartwarming story about a Puerto Rican guest, highlighting the power of local knowledge in creating memorable experiences. Ultimately, she emphasizes that personalization should be operationalized at the local level for maximum impact.

Barbara Muckermann shares her inspiring journey as CEO of Kempinski Hotels, focusing on how to elevate women in leadership. She discusses transforming weaknesses into strengths and the importance of creating opportunities rather than protections for aspiring women leaders. Muckermann emphasizes the value of trust and transparency in leadership, offering practical advice on preparation and developing an authentic style. Her insights are a rallying cry for women aiming to break barriers in the hospitality industry.

Barbara Muckermann shares her journey leading Kempinski Hotels, emphasizing the brand's rich legacy and authentic service culture. She discusses the strategic shift to an asset-heavy approach to enhance product influence and growth. Key development priorities in European capitals and regions like the Middle East and Southeast Asia are explored. Listeners gain insights into the future positioning of luxury hospitality and the importance of sustaining a genuine hospitality culture in a competitive landscape.

In this episode, Hospitality Daily careers correspondent Emily Goldfischer, founder and editor-in-chief of hertelier, sits down with Barbara Muckermann, CEO of Kempinski Hotels. As the first woman to lead the 162-year-old luxury hotel group, Barbara shares her remarkable career journey from shaping the cruise industry to steering one of hospitality’s most iconic brands. You’ll hear lessons from leading through crisis, navigating global scale, and balancing heritage with reinvention. Read on hertelier: How Barbara Muckermann Went from Cruises to the Helm of Kempinski A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Leora Halpern Lanz explores the crucial link between visibility and guest satisfaction. Using a real-world hotel case study, she illustrates how effective communication and an updated digital presence can elevate the guest experience. Thoughtful marketing strategies are essential for promoting wellness, particularly regarding hotel amenities. Additionally, the conversation emphasizes the importance of authentic engagement across touchpoints to drive satisfaction scores. Listeners gain practical insights on turning visibility into value in the hospitality industry.

Leora Halpern Lanz, an author and professor at Boston University, emphasizes that marketing is essential for all hospitality professionals, not just marketers. She discusses the deep connection between marketing and hospitality, highlighting the need for critical and strategic thinking. Leora shares insights on branding, using Margaritaville as an example, and the importance of authentic experiences. Additionally, she encourages collaboration and continuous learning within the industry to elevate service and customer engagement.

Jimmy Peña reveals his inspiring mission to provide healing hospitality for parents of children with special needs through his nonprofit, Jordan's House. He discusses how targeted support and lavish retreats can rejuvenate exhausted caregivers. The conversation also emphasizes the power of community involvement and collaboration in hospitality, urging listeners to engage and advocate for families in need. Peña's vision shows how a nurturing environment can truly transform lives.