In this special sponsored masterclass, Juanjo Rodriguez, founder of The Hotels Network, shares insights on how hotels can drive more direct bookings and stand out in today's competitive landscape. (Watch here on YouTube if you prefer.)In this, we cover:00:00 - An introduction to Juanjo Rodriguez01:19 - Challenges and opportunities in the hotel industry today04:47 - How e-commerce is different in hospitality05:51 - Growing direct business: how The Hotels Network helps hotels09:16 - Why direct growth matters for hotels today10:55 - Moving personalization from buzzword to strategic advantage11:48 - Leveraging a tech “layer” for faster impact13:16 - Taking a step forward to drive immediate results14:01 - Step one: starting with benchmarking18:33 - Making personalization practical and effective with strategy21:52 - Adding AI for "predictive personalization"25:44 - KITT: introducing a new "AI receptionist"26:52 - Using AI for performance and growth, not just cost savings29:54 - Building a competitive advantage with data insights31:41 - Enhancing direct channels beyond just pricing33:58 - Loyalty Lite: quick benefits from traditional loyalty35:25 - Case study: Penta Hotels' personalization journey36:32 - Climbing the ladder of maturity with benchmarking and testing37:52 - What to do next to improve direct bookings41:00 - Exciting trends and innovations for the future42:58 - Why it's time to be bold and experimentProducts from The Hotels Network discussed:BenchDirect (benchmarking)Conversion & PersonalizationPredictive PersonalizationSafeDirect (travel assistance insurance)KITT (AI voice agent)Loyalty Lite Also, see their guides and case studies!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

In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares insights on balancing delivering exceptional guest experiences with driving profitability in the hospitality industry.Listeners will learn:The importance of clarity and shared accountability across all levels of the business to drive performance (01:50)How a joined-up approach to performance delivery ensures everyone is focused on the same goals (02:22)The critical balance between delivering exceptional hospitality and profitability (03:37)The need to invest in quality experiences to meet guest expectations and drive revenue (05:07)How reinvesting in services and experiences can lead to higher profits and improved guest satisfaction (06:01)If you enjoyed this, you may also enjoy:Inside IHG’s People Programs: Creating Leaders in Hospitality - Leanne Harwood, IHGHow "The Great Crossover" is Creating Opportunities in Hospitality Commercial Strategy Now - Kristie Goshow, KSL Resorts 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.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

In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares how investing in people drives success in hospitality today.Listeners will learn:Why focusing on people is crucial for delivering exceptional hospitality experiences. [02:20]Details about IHG's global program RISE, aimed at elevating female leadership through mentorship, support, and sponsorship. [03:26]Keys to building empowerment programs that last, scale, and transform careers. [04:34]The importance of having both mentors and sponsors to support career growth. [05:06]How "Lean In Circles" facilitate open conversations and create safe environments for sharing experiences and ideas among peers and colleagues. [07:01]Mentions:RISE program [03:26]Lean In Circles [07:01] 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.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

In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares her recent experience at the newly opened Six Senses resort in Grenada, highlighting the exceptional hospitality and personalized touches that made her stay memorable.Listeners will learn:How the Grenadian culture and hospitality enhanced Leanne's experience (01:26)The importance of individualized experiences in luxury travel (02:42)How Six Senses incorporates the unique elements of each location into the guest experience (04:08)The significance of wellness and sustainability in luxury travel (05:12) 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.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

In this episode, Scott Curran, Chief Operating Officer at Reneson Hotels, shares his insights on driving revenue and profits by empowering staff and delighting guests in a branded hotel environment.Listeners will learn:How Reneson Hotels focuses on providing exceptional customer service to keep guests coming back (00:09)The importance of having great operations and good people to improve financial performance (09:14)Why Reneson Hotels invests more in customer service by staffing higher at the front desk (11:10)How GuestEQ, a technology solution co-founded by Scott, helps improve hotel operations and guest communication (13:05)The value of getting the right information to the right people in the right format for effective hotel management (16:19)Scott's approach to staying connected and empathetic with front-line staff as a leader in the hospitality industry (23:12)Mentions:GuestEQ (01:36)My Crew Rooms (01:36)IHG (02:19)Best Western (02:19)Hilton (02:19)Hampton (03:06)Holiday Inn (03:06)Hilton Garden Inn (06:32)If you liked this, you may also like:What I’ve learned about supporting my teams - Scott CurranHow I stay in touch with my teams on property - Scott Curran, Reneson HotelsDigitize your operations for accountability - Scott Curran, Reneson Hotels 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.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

In this episode, Chef Tyler Florence, renowned chef, restaurateur, and TV personality, shares his passion for creating memorable experiences through his restaurants, which he considers the most important part of his work.Listeners will learn:Why restaurants are the most important part of Tyler's work, even more than his TV shows and bestselling cookbooks (01:57)How Tyler's restaurants allow people to truly experience and appreciate his culinary skills (02:08)Tyler's daily routine, balancing his time between managing his growing restaurant business and being present in his restaurants (02:29)The joy Tyler finds in working with his culinary team and developing new techniques and dishes (03:10)Tyler's belief that he will continue working in restaurants for the rest of his life, even as other aspects of his career may change (03:42)Mentions:American Grill, Tyler's 17th cookbook (00:58)The Food Network, where Tyler has been featured for 28 years (01:18)Miller & Lux, one of Tyler's restaurants (03:31)Chef Thomas Keller (04:02)Chef Daniel Boulud (04:13)If you liked this, you may also like: Theatrical Hospitality: How I Create Magic Through Atmosphere - Chef Tyler FlorenceChef Tyler Florence Tells All: Opportunities I See in 2024 [Full Interview on YouTube] 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.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

In this episode, renowned chef, restaurateur, and TV personality Tyler Florence shares his deep love for San Francisco and his vision for the city's future through the lens of food and hospitality. Tyler discusses how restaurants can play a crucial role in urban renewal and community building, especially during challenging times.Listeners will learn:Tyler's personal journey of falling in love with San Francisco, from childhood dreams to realityThe unique attributes that make San Francisco a world-class culinary destinationHow the quality of local produce in California changed Tyler's perspective on cookingThe current challenges facing San Francisco and the "doom loop" phenomenonWhy restaurants are vital to a city's culture and economic healthThe importance of encouraging locals to return to the city and support its restaurants How the hospitality industry can drive urban renewal and community rebuildingTyler's vision for San Francisco's future and the role of food in shaping it The potential for a culinary-led renaissance in San Francisco Tyler's commitment to the city and his optimism for its future Mentions:Visa San Francisco commercial (01:56)Frog Hollow Farm (04:36)If you liked this, you may also like: Chef Tyler Florence Tells All: Opportunities I See in 2024 [Full Interview on YouTube] 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.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

In this episode, Tyler Florence, chef and restaurateur, shares his ambitious vision for a new hospitality school in San Francisco designed to rival the best in the world.Listeners will learn:Why creating a pipeline of passionate, skilled talent is key to the future of hospitality (00:10)How the perfect storm of a culinary institution and a thriving food scene in Charleston, South Carolina, shaped Tyler's early career (02:01)Tyler's plan to create a sustainable culinary program that will be his legacy work in San Francisco (05:36)The importance of designing a curriculum that specifically feeds what the industry needs today (08:03)Mentions:Ed Lee, former Mayor of San Francisco (01:19)Johnson and Wales University (01:29)Culinary Institute of America (01:40)Alice Waters (03:48)Mayor London Breed (03:15)If you liked this, you may also like: Chef Tyler Florence Tells All: Opportunities I See in 2024 [Full Interview on YouTube] 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.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

In this episode, Chef Tyler Florence, a culinary legend with a portfolio of acclaimed restaurants and 27 years as a star on the Food Network, shares his approach to crafting immersive experiences that keep guests coming back.Listeners will learn:The three key elements of an amazing hospitality experience (01:03)How to create a restaurant that transports guests to another time and place (01:25)The importance of building restaurants that feel timeless and timely (03:48)How Tyler sourced materials, like a 100-year-old tobacco barn floor, to create an authentic atmosphere at Wayfare Tavern (06:17)Mentions:Wayfare Tavern, Tyler's restaurant in San Francisco (02:08)Rubicon, the restaurant that previously occupied the Wayfare Tavern space (03:28)The book "Wayfare," which inspired the name of Tyler's restaurant (05:46)Miller & Lux, Tyler Florence's restaurant at San Francisco's Chase Center (07:21) 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.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

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 experienceRocco’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 ZembruskiWhy I Left the C-Suite to Reconnect with Hospitality's Roots - Adam ZembruskiLet'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.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