Hospitality Daily Podcast

In this episode, Adele Gutman, the former head of sales, marketing, and revenue at The Library Hotel Collection, shares her journey of driving guest satisfaction to the top of the charts through team empowerment and operational excellence - and the impact that had on demand and revenue.You may also enjoy these with Adele:Stop Fighting Fires: Building a Culture of Problem Solvers in Your Hotel (podcast)Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube) 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, Adele Gutman shares insights on effectively responding to hotel guest feedback to prevent future issues and improve guest satisfaction and team morale.Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube) 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

Ken Barber, founder of Wildhaven, shares insights on creating nature-based hospitality experiences in Sonoma and Yosemite. He discusses evolving glamping trends, shifting from couples to family-focused accommodations. The conversation highlights the importance of comfort and unique amenities, like yoga classes and s'mores kits. Barber emphasizes how nature fosters relaxation and connection, especially in post-pandemic travel. He also hints at exciting future expansions, proving that the glamping industry has significant growth potential.

In this episode, Mark Fancourt, founder and principal of TRAVHOTECH, shares insights into the evolving landscape of hospitality technology, drawing from his extensive experience leading technology for both hospitality companies and solution providers. Chapters:Takeaways from ILHA & How Mark Learns About Tech and Innovation (01:40)Why Work in Hospitality? (05:47)Why Luxury Hospitality Is Critical to Watch (08:06)What’s Exciting in Hotel Technology Today? (10:59)Hotel-Specific vs. Big Tech Solutions (16:16)CRM vs. PMS: Key Differences and Opportunities (18:37)Build vs. Buy: The Technology Decision for Hotels (23:45)The One Technology Hotels Can’t Buy Today (24:40)Lessons from Past Tech Cycles for the AI Boom (25:58)The Potential of AI-Powered Voice Technology (27:56)How Technology Bridges Language Barriers in Travel (30:36)The Mindset Shift Required to Benefit from Technology (33:49)How to Sell Technology Internally and Secure Approvals (36:09)Technology as a Competitive Advantage in Hospitality (38:42)Flywheels and Exponential Outcomes in Hotel Technology (42:01)Do You Need New Technology or Better Education? (42:37)Building Long-Term Relationships with Technology Providers (45:41)Case Study: Technology Excellence at Peninsula Hotels (48:50)What the Hospitality Industry Can Learn from Other Industries (52:49)Read Mark's article: Where does hotel PMS software sit in the new hospitality technology stack?If you liked this, you may also enjoy: Creative but Practical Uses for AI Today in Hotel Sales, Marketing, and Revenue Management (Takeaways From HSMAI's Latest Event) - Lou Zameryka 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, Sophie Hulgard, Chief Sales Officer at Accor, shares insights on the power of providing hospitality through meetings, the economic impact of face-to-face events, and how hotels can maximize these opportunities.Listen now to learn about:The impact of the pandemic on the meetings and events industry.The value of face-to-face meetings versus digital interactions.Key findings from Accor's recent research on the economic impact of meetings.Differences in meeting value perceptions across various countries.The unique advantages hotels have in hosting meetings.Accor's emphasis on sustainability in meetings.The role of technology in enhancing meeting experiences.The importance of flexibility and agility in meeting spaces.The return on investment of in-person meetings for businesses.See Accor’s Research: Unlocking Growth Through Face-to-Face MeetingsIf you liked this, you might also like: Observations from San Francisco on the Hotel Space Advantage in the New AI Economy (by Josiah Mackenzie) 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, Guillaume Benezech, Senior Director of Global Brand Management and Marketing for The Ritz-Carlton, shares his insights on AI's underestimated power in hospitality and technology's role in enhancing luxury experiences.Listen now to learn about:The importance of innovation and the rapid pace of AI in hospitality.How AI can alleviate administrative burdens for hospitality leaders.The balance between human connection and technology in luxury hospitality.The impact of AI on guest comfort, anticipation of needs, and financial performance.The role of technology in reducing stress and increasing productivity for hospitality staff.The necessity of maintaining "human capital" in guest-facing roles.Observations on luxury travelers' engagement with technology and the trend towards wellness and relaxation.If you liked this, you may also enjoy:ChatGPT for Hotel Reviews: AI Lessons From Our 1 Hour, $20 Live ExperimentHard Truths on Hotel Tech: Unfiltered Insider Advice 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, Josiah Mackenzie reflects on what he learned building an AI bot in ChatGPT and Claude with Adele Gutman to help answer online hotel reviews.Watch Us Build an AI Bot to Answer Hotel Reviews on YouTubeListen to our other episodes with Adele:How to understand guest review scores“Good isn’t good. Only great is good.”How The Library Hotel Collection reached #1 in the world 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, Lou Zameryka, founder of Alively and partner at Ventures Hospitality, shares insights on the creative use of artificial intelligence in the commercial functions of hospitality - sales, marketing, and revenue management - from a recent HSMAI event.Listen now to hear about:The importance of understanding different types of AI and their applications in the hospitality industry.How AI can be practically applied in sales training using video avatars and gamification.The role of generative AI in marketing and the need for hotels to optimize their content for AI-based conversational search.The concept of attribute-based pricing in revenue management and its potential to enhance revenue by targeting specific customer cohorts.The idea of AI-native companies and "boundaryless intelligence."Links:Lou's LinkedIn post about this HSMAI eventUpcoming events by HSMAIOther episodes with Lou:Building Booking.com: Lessons In Culture, Innovation, And Global Growth from Behind The SceneUnlocking Human Potential: The Power of "Healthspan" in Hospitality 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, Ryan Mann, a partner at McKinsey, shares insights on the growing trend of Travel Tuesday and its implications for the travel and hospitality industry.Listen now to learn:What Travel Tuesday is and how it compares to Black Friday and Cyber Monday.The types of travel deals available during Travel Tuesday and how consumers can take advantage of them.The benefits for the hospitality industry in participating in Travel Tuesday, especially during off-season and shoulder season.The shift in consumer behavior from buying goods to seeking experiences.The importance of staying close to guests and understanding their changing preferences.The critical balance between marketing travel experiences and delivering on those promises.More:McKinsey: Travel Tuesday is real—and growingCNBC: Consumer interest in 'Travel Tuesday' soarsHospitality Daily Podcast: How The World's Best Hotels Deliver Exceptional Service - Ryan MannHospitality Daily Podcast: Why McKinsey's Ryan Mann Sees So Much Potential in Hospitality Now 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, Victoria Gordon, Front-of-House Manager at Timber Cove Resort, shares her journey from front desk agent to manager and offers her unique perspective on the role of technology in hospitality.Listen now to learn about:Victoria's career path from a front desk agent to a manager at Timber Cove Resort.The importance of community and collaboration in a remote hospitality setting.The value of training and development in hospitality careers.The transition from retail to hospitality and the skills that transfer.The role of AI and technology in enhancing guest experiences without losing the human touch.The responsibilities and daily tasks of a front-of-house manager.How Timber Cove Resort maintains a balance between technology and personalized guest service.Insights into the unique aspects of working in a remote, nature-based resort. 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