Hospitality Daily Podcast

In this episode, David Jurcak, President of the iconic Grand Hotel on Michigan's Mackinac Island, shares insights into leadership, hospitality, and creating transformational guest experiences:The unique environment of Mackinac Island and its impact on guest experience (01:28)Creating transformational summertime experiences at the Grand Hotel (01:56)Daily traditions and rituals that enhance the guest experience (04:31)The role of dress codes and timeless hospitality (06:48)The importance of personal connections in exceeding guest expectations (08:30)The significance of long-term staff and their impact on guest loyalty (11:03)The career development opportunities at Grand Hotel (13:43)Effective mentorship and its role in hospitality (17:30)Fostering a sense of community among a diverse staff (19:05)Training and service expectations for delivering personalized service (21:31)Maintaining passion and enthusiasm among staff (26:07)Future plans and restorations at the Grand Hotel (29:19) 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, Richard "Ric" Lee, the concierge at the Intercontinental Mark Hopkins in San Francisco, shares his career journey in hospitality and what he's learned about providing hospitality with excellence.Early Career and Introduction to Hospitality (01:18) - Learn about Ric's start in the hospitality industry, influenced by his mother, and his early roles at the Fairmont Hotel.Transition to Concierge and Mentorship (03:06) - Discover how Ric transitioned to the role of concierge and the mentorship he received from Thomas Wolfe.The Role and Skills of a Concierge (10:27) - Understand the key skills and attributes that make an effective concierge, including the importance of listening, knowledge, and passion.The Importance of Local Knowledge and Adaptability (16:24) - Hear about the significance of local knowledge and how Richard adapts to new locations and hotels.Advice for Aspiring Hospitality Professionals (17:51) - Get valuable advice for those new to the hospitality industry, emphasizing the importance of kindness, research, and staying current.Why Visit San Francisco and the Intercontinental Mark Hopkins (19:39) - Learn about the unique charm of San Francisco's neighborhoods and why the Intercontinental Mark Hopkins is a great place to stay.Personal Connection to the Hotel and Future Plans (22:32) - Ric shares his personal connection to the Intercontinental Mark Hopkins and his plans for the future, including writing a book about his life 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

This is part of our series on SingleThread. Listen to episode 1 here and episode 2 here.In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey of building a renowned farm, restaurant, and inn, and discuss their philosophy on hospitality, innovation, and community stewardship.Staying motivated and inspired - Discover how Katina and Kyle stay energized and motivated even after achieving the highest levels of success.The importance of community and collaboration - Understand how their work impacts the Healdsburg community and the importance of collaboration over competition.Mentorship and stewardship - Hear about the core lessons they instill in their team members and the significance of mentorship and stewardship in their business.Sustainable farming practices - Gain insights into their no-till farming practices and the importance of understanding and appreciating where food comes from.Balancing work and personal life - Learn how Katina and Kyle maintain their passion and avoid burnout by integrating their work with their personal lives and finding joy in daily activities.Creating a holistic guest experience - Explore why they chose to create an inn and how it helps them provide a deeper, more immersive experience for their guests.Inclusive hospitality - Discover their approach to hospitality, where guests feel like they are staying with friends rather than being nickel-and-dimed. 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 is part of our series on SingleThread. Listen to episode 1 here.In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their unique perspectives on hospitality, which have led to their recognition as one of the best in the business.The Power of Place: Katina discusses how Healdsburg shapes their work and the importance of human connections in their community. [01:32]Culinary Innovation: Kyle reflects on his experiences in Los Angeles, Japan, and the UK and how these shaped his approach to innovation in the culinary world. [03:03]The Role of Storytelling : Kyle explains how the narrative and storytelling aspects of dining have evolved and become integral to the guest experience. [04:35]The Connection Between Farming and Fine Dining: Katina and Kyle talk about the relationship between their farm and kitchen and how it influences their culinary creations. [08:09]The Evolution of Fine Dining: Kyle discusses the shift from luxury ingredients to a focus on authenticity, seasonality, and locality in fine dining. [11:12]Building the SingleThread Farm: Katina shares the origins of their farm, the influence of Japanese agricultural techniques, and the importance of community among farmers. [16:02]Daily Operations and Technology: The Connaughtons describe how they use technology to maintain a strong connection between the farm and the kitchen. [20:24]Guest Experience and Education: Kyle shares how they educate guests about the farm-to-table process and create a unique dining experience that tells the story of the day. [24:27] 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, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey and insights that have shaped them into award-winning hospitality leaders. Listen now to learn about:Early Influences and Background (2:20) - Katina and Kyle discuss their early experiences with hospitality, including family influences and their time in Japan.The Role of Community and Subcultures (6:08) - They explore how the punk rock, skateboarding, and snowboarding scenes have influenced their approach to hospitality and community building.Challenges and Rewards of Moving to Japan (10:22) - The Connaughtons talk about their decision to move to Japan, the challenges they faced, and how they immersed themselves in the culture.Integrating into the Farming Community (15:55) - Katina shares her experience of integrating into the farming community in Japan and how it shaped her understanding of seasonality and food systems.The Concept of SingleThread (17:04) - They discuss the meaning behind the name SingleThread and how their diverse life experiences have come together to create a unique hospitality experience.Finding Purpose and Passion (21:00) - Katina reflects on how various life changes and intersections have led her to devote her energy to the land and create a meaningful food system. 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 special sponsored episode, Dax Cross, CEO of Revenue Analytics, shares insights into the evolution of revenue management in hospitality.[00:22] - Dax's background and the origins of Revenue Analytics.[03:21] - Overview of Revenue Analytics.[04:14] - The benefits of cross-pollination of ideas from different industries.[05:57] - The transition from a consulting company to a software as a service (SaaS) company.[07:35] - The size and scope of Revenue Analytics' business in hospitality.[09:01] - Trends in revenue management today.[11:20] - The shift towards "above-property" revenue management.[14:12] - The importance of thinking at a higher level for commercial strategy and how technology can enable this shift.[17:04] - Challenges in managing data and the importance of synthesizing information for better decision-making.[21:00] - Insights from enterprise companies that can be applied to midsize hotel groups.[25:06] - A case study of a midsize hotel group that successfully transitioned to a more automated revenue management system.[27:57] - The importance of building trust in technology and the role of transparency in system recommendations.[30:14] - Advice for overwhelmed revenue managers on how to move towards a more strategic approach.[32:29] - Resources and next steps for listeners interested in learning more.Resources:Learn more about N2Pricing RMSFree guide: Experience a day in the life with N2Pricing™ RMS See more resources from Revenue AnalyticsA 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, Kristie Goshow, Chief Commercial Officer at KSL Resorts, shares insights on the evolving role of the Chief Commercial Officer in the hospitality industry and how a holistic approach can drive innovation, revenue, and guest satisfaction. Listen now to learn about:The rise of the Chief Commercial Officer in hospitality - Understand the importance of a holistic view combining sales, marketing, and revenue.The power of partnerships and collaborations - Learn how collaborations with brands can enhance guest experiences and create new revenue streams.Innovative examples of brand partnerships - Discover real-world examples like the Wonka Room experience and Barbie suites that illustrate successful brand collaborations.Financial contributions and revenue opportunities from partnerships - Explore how hospitality brands can benefit financially from partnerships and sponsorships.Holistic business thinking in the role of Chief Commercial Officer - Gain insights into how a Chief Commercial Officer can create new demand and revenue streams.Utilizing technology to enhance guest experiences - Learn about the use of mobile technology and AI to engage guests and create meaningful experiences.Addressing societal issues like loneliness through hospitality - Understand how the hospitality industry can play a role in combating loneliness and promoting wellness.The definition of hospitality and its impact on guests, employees, and communities - Hear Kristie's perspective on what hospitality means and its significance for guests, employees, and the community.Making lives better through hospitality - Discover the internal motto "MLB - Make Lives Better" and how it drives the actions and attitudes of hospitality staff. 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, Ed Skapinok, Chief Commercial Officer at Appellation, shares insights on building a brand new technology infrastructure for a luxury hotel brand from scratch. Listen now to learn about:The importance of starting technology projects with the right questions.The benefits of having a blank slate to work with and how this approach can be applied to any organization.The staggering number of business functions and technology pieces in a typical luxury hotel and how Appellation reduced this complexity.The process of evaluating and selecting technology partners, including the importance of having a consultant with relevant industry experience.How Appellation's brand strategy of personalization informs their technology choices and guest experience.Integrating all inventory (rooms, dining, spa, experiences) into a single system to improve guest and employee interactions. The challenges and solutions in encouraging staff to use technology seamlessly to enhance guest experience.The potential for technology systems to make intuitive business decisions based on comprehensive customer data.The importance of building a strong technology foundation to leverage AI and machine learning effectively.If you liked this episode, you may enjoy:Culinary-Forward Luxury HospitalityTech, Talent & Strategy: What One of Hospitality's Hottest New Companies Is Doing Now to InnovateIs Success in Hospitality Really All About Operations?....or these other episodes on technology 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, Shelly Brown, an author, speaker, and former hotelier, shares insights on the importance of belonging in hospitality and how leaders can foster a culture of inclusion and safety.Introduction to the concept of belonging in hospitality - Understanding the fundamental need for belonging in hospitality and the importance of belonging for hospitality providers, teams, and guests.Details about Shelly Brown's event - Information about the Belonging Equation event on Monday, June 24th, 2024 in Charlotte, North Carolina (Click here to register)The Belonging Equation explained - The formula, and the significance of safety in terms of diverse elements like sexual orientation, skin color, abilities, and neurodiversity.The role of leaders in fostering belonging - How leaders can create an environment that supports belonging, and the impact of personal biases and judgments on fostering a sense of belonging.Practical advice for leaders and individuals - Encouragement to ditch the "should show" and align actions with personal and organizational values.Action items for you today 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, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on HITEC and the Commercial Strategy Conference coming up this week and discusses the importance of integrating marketing technology in the hospitality industry.Dorothy's perspective on the events - the importance of HSMAI as a community for professional growth, and the benefits of the overlap between HITEC and the Commercial Strategy Conference.Key themes and topics for 2024 - the commercial framework encompassing sales, marketing, distribution, and loyalty.Specific sessions and areas of interest - the importance of understanding FinTech and loyalty convergence, sessions on AI, search evolution, and sales discipline changes.Challenges and opportunities in thte sales space - The convergence of B2C and B2B expectations and the need to modernize legacy systems to meet new demands.Details on Dorothy's session at the event - an overview of the panel discussion on Tuesday discussing the HSMAI State of Talent Report 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