Hospitality Daily Podcast

This episode is part of our series with Staypineapple Hotels. Listen to episode 1, episode 2, and episode 3 if you missed them.In this episode, Dina Belon, President at Staypineapple Hotels, shares how they use technology, including AI, to enhance personalized service and create memorable guest experiences.Listeners will learn:How Staypineapple pushed its technology partners to align with their goal of delivering hyper-personalized service (01:34)The importance of collecting and using actionable guest data across the portfolio to build stronger guest relationships (04:58)Why Staypineapple is integrating its POS system with its PMS to eliminate transactions and allow staff to focus on engaging with guests (06:24)The need to utilize AI to help build better relationships, not eliminate human interaction (07:45)How Staypineapple created its own AI, "Chat Pineapple," which is learning from all of the company's intellectual property (09:40)The goal of using AI to replace traditional SOP manuals and provide contextual, conversation-based training for employees (11:04)An example of how Chat Pineapple assists staff in drafting authentic responses to guest reviews (12:58)The belief that AI will give the hospitality industry the ability to be more hospitable and cater to guests' desire for human connection and memorable experiences (14:30)If you enjoyed this, listen to my earlier conversation with Dina here: How We Are Upgrading Our Hotel Tech To Delight Our Guests 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

This episode is part of our series with Staypineapple Hotels. Listen to episode 1 and episode 2 if you missed them.In this episode, Dina Belon and Mike Hirschler at Staypineapple Hotels share insights into the company's unique approach to people and culture, which has earned them recognition as the "best place to work" by The Seattle Times.By listening, you'll learn:How Staypineapple refers to their frontline staff as "hoteliers" to reflect their company values (01:41)The "Surprise and Delight" program that empowers team members to go above and beyond for guests, exemplified by a story of someone who did this (02:14)How Staypineapple encourages authenticity among team members by allowing them to wear their own clothes, use preferred pronouns, and cultivate friendships at work (05:39)The importance of the company's internal Facebook group in fostering authentic connections among team members (06:44)How Staypineapple incorporates team members' passions and interests to create curated guest experiences (07:41)The significance of storytelling in reinforcing company culture and values (11:29)How focusing on team member experience translates to delivering value for hotel owners through increased revenue and reduced expenses (12:36)The role of executive leadership in staying connected with frontline staff and supporting a strong company culture (16:26) 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

This episode is part of our series with Staypineapple Hotels. Listen to episode 1 here.In this episode, Dina Belon, President at Staypineapple Hotels, shares her company's unique vision for hospitality and what's behind their successful operations.Listeners will learn:How Staypineapple Hotels focuses on teaching the "why" to their employees, empowering them to solve problems using critical thinking (01:04)The importance of creating memories for guests and how it ties into Maslow's Hierarchy of Needs (05:07)The three key elements of Staypineapple's health and wellness approach: sleep, hydration, and movement (07:01)How the company strategically selects hotel locations near public transit to encourage guests to explore cities on foot or by alternative transportation (08:22)The adaptability of the Staypineapple concept, which allows them to work with various building types and help independent hotel owners maintain their unique character (10:50) 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, Dina Belon, Mike Hirschler, and Casey Barks at Staypineapple Hotels share their stories. Here's what listeners will learn:Dina Belon (President):How her design background uniquely positions her to lead a hotel company (00:55)The concept of "elegant whimsy" in Staypineapple's brand aesthetic (03:12)Her leadership philosophy of combining kindness with efficiency (04:38)The importance of utilizing personal strengths in leadership roles (05:25)Mike Hirschler (Chief Growth Officer):His early passion for hospitality (07:18)Navigating career challenges during the COVID pandemic (08:35)The unique appeal of the hospitality industry for building relationships (10:15)How he found his place at Staypineapple and the importance of cultural fit (11:48)Casey Barks (Vice President of Marketing):His diverse career path in hospitality marketing and PR (14:20)The contrasts between city hotels and resort life in the industry (15:15)Experiences opening a large hotel and doing PR during the pandemic (17:40)The appeal of Staypineapple's brand personality after working in luxury hospitality (20:15)Insights on Dina Belon's leadership style and decision-making process (21:30)The story behind Staypineapple's PATH water bottle initiative (23:15)If you enjoyed this, you can also listen to my other conversations with Dina Belon here. 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, Ana Atienza, Guest Relations Manager at the InterContinental Mark Hopkins San Francisco, shares her journey from studying hotel and restaurant management in the Philippines to building a successful career in hospitality on the front lines of hospitality in San Francisco.Listeners will learn:How Ana decided between studying broadcasting or hospitality (02:04)Ana's experience working as a barista and management trainee at a popular coffee shop in the Philippines (03:47)The importance of feeling welcomed and valued as a guest in a hotel, regardless of loyalty program status (08:39)The challenges and rewards of working at the front desk of a hotel (12:23)Valuable advice Ana received from colleagues about not taking things personally and enjoying the moment with guests (14:14)The importance of staying in the moment and connecting with guests during check-in (16:27)Ana's current role as Guest Relations Manager and Hotel Experience Champion at the InterContinental Mark Hopkins (18:39)The beauty and charm of San Francisco and why people should visit the city (21:38)Why passion and patience are essential for a successful career in hospitality (23:03) 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

Samantha Hardcastle, Founder & Creative Director at The Storied Experience, emphasizes creating meaningful guest journeys in hospitality. She discusses how hotels can align with their mission to enrich guest experiences. Samantha highlights the role of environment in influencing behavior and shares innovative activations that spark curiosity. She advocates for incorporating local culture and engaging the community, while also embracing regenerative travel principles to create positive impacts. Dive into her insights on transforming hospitality through storytelling and purpose-driven design.

In this episode, Melissa and Tanner Cummings, co-founders of Cypress Resort, share their vision for building a new kind of luxury nature resort and how they're inviting people to join them on the journey.Listeners will learn:How Tanner and Melissa are cultivating "thin spaces" through their new resort (03:30)Why they're focusing on luxury to provide quality, craftsmanship, and an opportunity to serve their team and guests better (06:11)How they're using crowdfunding to prove viability, invite people to participate in the building process, and delight future guests (13:56)The importance of serving and connecting with people authentically, even before the resort is built (18:21)Details on the resort's groundbreaking and projected opening and how listeners can get involved or learn more (23:58)Learn more: Listen to my other episode with Tanner: Why (And How) We're Creating a "Deconstructed Resort"Read Tanner and Melissa's blog for more backstory on their journeyVisit the Cypress Resort Indiegogo projectFollow Cypress Resort on InstagramFollow Cypress Resort on FacebookEmail tanner@cypressresort.com 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, Ernest Lee, Chief Commercial Officer at citizenM, shares how partnerships and collaborations are crucial for creating unique experiences and engaging the people you want to reach.Listeners will learn:Why collaborations and partnerships are important for citizenM (01:13)How partnerships provide a shortcut to reaching target audiences and leveraging resources efficiently. (01:33)The impact of events and partnerships on creating the vibe you want and attracting like-minded people. (02:04)Details about citizenM's recent partnership with Yes Theory, a content creation team with nine million YouTube subscribers, and how it aligns with the brand's mission. (02:49) 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, Ernest Lee, Chief Commercial Officer at citizenM, shares his thoughts on what the hospitality industry should be paying more attention to in the face of increasingly frequent "black swan" events.Listeners will learn:The hospitality industry needs to think about how to set up their organizations to be more nimble and react to the increasing frequency of cataclysmic events (00:52)Hotel businesses should consider their exposure to constant violent corrections in terms of revenue (02:15)How citizenM is partially protected from these events as they are largely a rooms-only business with less food and beverage exposure and more variable elements to their setup (02:36) 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

Ernest Lee, Chief Commercial Officer at citizenM, shares insights into their innovative paid loyalty program, mycitizenM+. He explains how this model, inspired by Amazon Prime, creates consistent value for guests. The discussion covers the unique benefits offered, the impact of post-pandemic work dynamics on travel, and the operational challenges of a global loyalty initiative. Lee emphasizes enhancing customer relationships through meaningful interactions rather than traditional transactional approaches, revealing a fresh perspective on fostering loyalty in hospitality.