Hospitality Daily Podcast

In this episode, Amy Smith, owner of the Saratoga Arms Hotel, and Rachel Paley, the hotel's general manager, share how they've implemented a variable pay program based on the concept of yield management to address staffing challenges.Listeners will learn:How the variable pay program at Saratoga Arms Hotel was developed and implemented (03:54)The impact of the variable pay program on employee morale, recruitment, and retention (08:14)Advice for others considering implementing a similar program (09:47)Additional benefits and programs offered to employees at Saratoga Arms Hotel (10:54)Also see:The "Concierge Hotel": How We Personalize Experiences - Amy Smith and Kathleen Smith, Saratoga Arms HotelCould revenue management solve hospitality's labor shortage? (Dr Cindy Heo at EHL) 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, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares his perspective on what makes a compelling hospitality brand and the opportunities for innovation in the industry today.Listeners will learn:How to balance aesthetics and profitability in hotel design (01:34)The importance of having a "face" and soul behind a hospitality brand (03:51)Why large hotel companies are acquiring founder-led brands (06:44)The opportunity for entrepreneurs with fresh ideas to enter the hospitality space (08:12)Mentions:Chiltern Firehouse (02:16)André Balazs (02:16)Liz Lambert (03:31)Chip Conley (03:41)Bill Kimpton (04:06)Ian Schrager (04:06)Kit Kemp (04:06)Airbnb (04:17)Hilton (04:27)Marriott (05:09)Arne Sorensen (06:10)Accor Hotels (06:31)Nike (06:41)Ennismore (07:05)Sharan Pasricha (07:05)SLS (07:15)Graduate Hotels (07:39)Nomad (07:39)Dream (07:39)Standard (07:39)Hyatt (07:39)21C (08:12)Ben Weprin (10:19)If you liked this, you'll love the other part of my conversation with Bashar: How To Stand Out And Win With The Art of 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, Bashar Wali, founder and CEO of Practice Hospitality and This Assembly, shares why "shock and awe" tactics often fall flat and why simple gestures can elevate the ordinary into something memorable.Listeners will learn:Why true loyalty isn't earned with points but with something far more profound that taps into our human nature What we can learn from the world of theater Why it's easier than ever to build guest relationshipsThe importance of being nice and training employees on emotional intelligence, self-awareness, and empathyHow hotels can use technology to remove friction and create opportunities for meaningful engagement Mentions:Aman New York (15:44)Fifth Avenue Hotel NYC (15:55)RH Guesthouse (16:05)Faena Hotel New York (16:08)W Hotel Bangkok (03:16)American Airlines Concierge Key program (07:38)The Hollywood Roosevelt Hotel (06:35)Les Schwab Tire Company (16:55)Peninsula Hotel Beverly Hills (21:58)Marriott Hotels (22:50)Nike (25:25)Maslow's Hierarchy of Needs (27:29 and 31:11)Starbucks (32:14) 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, Andrea Stokes, practice lead for hospitality at J.D. Power, shares insights from the latest J.D. Power research.Listeners will learn:How higher room rates are impacting guest satisfaction and value perception (00:28)The importance of service, personalization, and property upkeep in driving guest satisfaction (01:11)How third-party managed hotels are outperforming brand-managed or owner-managed properties (04:03)The role of technology and mobile apps in enhancing guest experiences (16:20)Why food and beverage service is becoming increasingly important for guest satisfaction (26:32)Mentions:2023 conversation with AndreaJ.D. Power 2024 North America Hotel Guest Satisfaction Index Study (11:16)J.D. Power 2024 North America Third-Party Hotel Management Guest Satisfaction Benchmark (19:38)Davidson Hospitality Group (26:32) 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, Stuart Greif, Executive Vice President and Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide, shares his insights on the power of leading with listening and the importance of understanding what's going on in the lives of the people on your team to unlock their potential.Listeners will learn:The importance of asking questions and understanding what's going on in someone's life before giving advice (01:49)How to flex and accommodate team members' personal lives and routines (03:05)The value of learning from mentors in various forms, including working relationships and observing how others operate (04:03)The concept of being a "learn-it-all" rather than a "know-it-all" and learning from people at all levels (05:10)The benefits of "reverse mentorship" and learning from younger team members (05:41)How to bridge the gap between people with different experiences and perspectives in an organizational context (06:48)The importance of creating time and space for connecting as human beings and encouraging diverse teams (07:49)Mentions:Satya Nadella, CEO of Microsoft (05:21)Chip Conley (06:23) 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, Wayne Boatwright shares his powerful story of redemption and his challenges while reentering society and the workforce. Listeners will learn:How Wayne's life took a dramatic turn to spending time in San Quentin, one of California's most notorious prisons (00:21)The challenges Wayne encountered when trying to find housing and employment after being released from prison (27:06)Wayne's experience working in the hospitality industry (32:13)The importance of meeting formerly incarcerated individuals where they are and helping them transition (40:35)Practical reasons for hiring formerly incarcerated people (47:28)Links:Hear Wayne's story on The Only One in the Room podcast on Apple Podcasts or SpotifyConnect with Wayne on LinkedInRead Wayne's article for QA Commons (referenced in this discussion)QA CommonsSan Quentin NewsMan 2 ManIf you appreciated this conversation, also check out these episodes:Jeff Korzenik: Unlocking Overlooked Talent: Second Chance and Inclusive Hiring in HospitalityCraig Poole: How I'm Creating New Beginnings for Others Through 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, Denise Joseph, Director of Curatorial at NINE dot ARTS, shares how art can transform hospitality spaces, create local connections, and boost the bottom line for hotels and resorts.Listeners will learn:The role of a curator in selecting and implementing art for hospitality spaces [02:26]How art drives both social and financial impact in the hospitality industry [10:50]The importance of integrating art early in the hotel design process [12:59]Advice for hospitality businesses looking to bring art into their properties [17:37]The future of art in the hospitality industry in the next 5-10 years [22:57]Mentions:ArtCloud (place for artists to upload their work) [05:49]Samantha Hardcastle's episode: Story-Driven Hospitality [09:45]The State of Art Report [11:46]Union Pacific Depot in Salt Lake City [15:10]The Clayton Club in Denver [19:38]United Airlines Club project at the Denver airport [23:59]Redline Contemporary Arts Center in Denver [26:23]The Maven Hotel in Denver [27:47]Artist Andrew Tirado [28:18]NINE dot ARTS website [29:59]The Dot Dot Dot Podcast from NINE dot ARTS (Apple Podcasts, Spotify) [30:09] 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

Horst Schulze shares a transformative journey sparked by a terminal diagnosis, reshaping his view on excellence and purpose. He emphasizes that excellence is intentional, driven by a clear vision and higher purpose. The importance of lifelong contributions resonates as he highlights the value of sharing wisdom in the later stages of life. Through personal stories, he illustrates how intention and observance are crucial for personal growth, encouraging active participation rather than retirement. This insightful exploration inspires resilience and teamwork in hospitality.

Explore the evolution of luxury hospitality since the founding of The Ritz-Carlton. Discover how guest expectations have transformed, emphasizing personalized experiences over standard offerings. Learn the importance of a heartfelt welcome and treating every guest with genuine respect. Unpack the essence of true hospitality and how it shapes modern service. Lastly, engage with insights that promote collaboration and continual improvement in the industry, encouraging you to turn ideas into actionable strategies.

Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares his vision behind the renowned motto 'Ladies and Gentlemen Serving Ladies and Gentlemen'. He discusses how he conceived this powerful idea at just 16 and its transformative impact on hospitality. Horst emphasizes the importance of respect in service roles, highlighting the dignity of workers and the significance of defining purpose in an organization. He also explores modern hiring practices that focus on selecting individuals who share a common goal, fostering a culture of teamwork and excellence.