Hospitality Daily Podcast

This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest RelationshipsIn this episode, I share what our research showed about upselling and its role in making guests happier - and boosting profits. More resources:Why Guest Relationships Are The Key to Unlocking Revenue Today - Josiah MackenzieOpportunities in Building Guest Relationships Today - Baskar Manivannan, SojernA 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 is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest RelationshipsIn this episode, I share my thoughts on the importance of online reviews in the hospitality industry and how they can be leveraged to improve guest experience and internal operations. Listen now to learn about:The Evolution of Guest Feedback - How online reviews have transformed the way hotels receive and act on guest feedback.The Power of Listening - Why listening to guest feedback is crucial for building strong guest relationships.The Impact of TripAdvisor - The role TripAdvisor played in changing the landscape of guest feedback and hotel reputation management.Research on Guest Feedback - My research showing that 92% of hoteliers use online reviews to track guest satisfaction, more than any other medium.Opportunities with Online Reviews - How online reviews can reveal strengths, weaknesses, and opportunities for both individual hotels and brands.Case Study Highlight - A clip from Christian de Boer discussing the importance of online reviews in maintaining high standards and consistently impressing guests.More resources:Why Guest Relationships Are The Key to Unlocking Revenue Today - Josiah MackenzieOpportunities in Building Guest Relationships Today - Baskar Manivannan, SojernDoes TripAdvisor Still Matter for Hotels in 2024? (Reputation Management Masterclass) - Christian de Boer, Jaya House HotelsGuest Satisfaction Research And Insights - Neil James, Shiji ReviewProHow Adele Gutman, TripAdvisor’s top-rated hotelier, improved retention and earned great reviews by engaging her team (HotelOperations.com)How Coast Hotels Designed and Launched its Guest Feedback Management Program (HotelOperations.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, Baskar Manivannan, Vice President of Guest Experience Solutions at Sojern, shares insights on the challenges and opportunities hoteliers face in building guest relationships and enhancing guest experiences. For more, check out our new research report: Unlocking Revenue: How Hoteliers Build Profitable Guest RelationshipsA 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

Josiah Mackenzie is a researcher focused on guest experience in the hospitality sector. He shares valuable insights on how evolving guest expectations, especially post-COVID, demand a stronger focus on relationship-building. He emphasizes the direct link between guest satisfaction and financial performance, revealing that enhanced experiences lead to better reviews and increased revenue. Mackenzie also discusses the challenges hotels face, like staffing shortages and data management, and how overcoming these can unlock significant profitability.

This week, we're going all-in to focus on guest experience and relationship building after I've concluded a few months of research on this topic with Sojern. Download the research report here:Unlocking Revenue: How Hoteliers Build Profitable Guest RelationshipsA 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 of citizenM, shares insights on effective leadership in the hospitality industry and how to stay energized in a demanding environment. Listen now to learn about:The multifaceted role of leaders, including "flying, fixing, and fueling the plane."The importance of hiring the right people to empower teams and create an operating framework.Strategies for optimizing and growing a business by identifying roadblocks and solving problems.The mindset required to run a hotel business. 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 of citizenM, shares how he got started in hospitality and the valuable lessons he learned along the way.Background and Early Influences (00:00) - Learn about Ernest's upbringing and how his early jobs in food and hospitality businesses influenced his career path.First Job Experiences (01:06) - Discover Ernest's favorite part-time job and what he loved about the dynamic and energy of the hospitality environment.Education and Career Path (01:48) - Understand why Ernest chose to attend NYU Hotel School and his initial aspirations to become a General Manager or work in operations.Importance of Attention to Detail (02:20) - Hear a story about a scene from the movie "Casino" and how it relates to Ernest's experience as a junior housekeeping manager, emphasizing the importance of details in hospitality.Misconceptions About Hospitality (04:15) - Learn about the "Anthony Bourdain effect" and the reality of working in hospitality, including both the glamorous and unglamorous aspects of the industry. 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, Jose Cervano, a server at the Top of the Mark bar in the InterContinental Mark Hopkins San Francisco, shares his journey in hospitality and the secrets to making guests feel special.Jose's Journey in Hospitality - Learn about Jose's 48-year career at the Top of the Mark bar and how he started in the hospitality industry.The Iconic Top of the Mark Bar - Discover the history and significance of the Top of the Mark bar.Creating Special Moments for Guests - Understand how Jose makes each guest's visit memorable, from serving soldiers to celebrating birthdays and anniversaries.Advice for New Hospitality Workers - Hear Jose's advice for new associates on providing excellent service and the importance of enjoying the work.The Tradition of the "Soldier's Bottle" - Learn about the unique tradition of the "soldier's bottle," a practice that started during World War II and continues to honor military personnel.Building Long-lasting Relationships with Guests - Find out how Jose builds lasting connections with guests, leading to lifelong friendships and repeat visits. 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, joins expert Paul Zak to explore the neuroscience of hospitality. They discuss how oxytocin and dopamine play vital roles in creating immersive experiences. Samantha shares her insights from a trip to Sicily, emphasizing the importance of emotional connection and safety in hospitality. Paul unveils an innovative app for measuring immersion levels in real-time, blending technology and emotional engagement to elevate guest experiences.

In this episode, Samantha Hardcastle, Founder & Creative Director at The Storied Experience, shares insights on how experiential hospitality can be enhanced by incorporating elements of play and creativity. Listen now to learn about:The importance of experiential hospitality - How experiential hospitality holds great potential for the industry.Learning from other experiences in tourism - The value of outdoor adventures, cultural immersive activities, and workshops in enhancing hospitality.Whitewater rafting experience in Slovenia - A detailed account of a unique whitewater rafting experience that incorporated play and creativity.Creating memorable moments with limited resources - How to use available resources creatively to create fun and memorable experiences without high costs.The role of play in hospitality - The necessity of integrating play into hospitality, especially in the luxury sector.Examples of creative hospitality experiences - An example of a hotel in England that stages immersive theater plays, like murder mystery experiences, to enhance guest engagement.The concept of contrast in travel experiences - The idea of "barefoot luxury" and how novelty and contrast are essential for creating surprising and delightful experiences for 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