Hospitality Daily Podcast

Robyn Pratt, the General Manager of The Phoenicia Malta, is a luxury hospitality expert renowned for her dedication to creating exceptional guest experiences. In this conversation, she reveals what personalized luxury means today, emphasizing the power of meaningful interactions and thoughtful gestures. Robyn explores how understanding guest needs shapes tailored experiences, and she discusses the integration of technology and staff training to enhance service. Her insights highlight the art of blending warmth with sophistication in the luxury hotel industry.

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares how her teams stay focused and motivated each day with Forbes Service Energizers. Enjoyed this? Listen to more episodes with Robyn 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

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the "service-profit cycle of success" and why you shouldn't just focus on employee happiness. Enjoyed this? Listen to more episodes with Robyn 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

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what she's learned about creating value for guests - and streamlining your own work.Enjoyed this? Listen to more episodes with Robyn 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

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, she shares the process she used to tackle hard problems in hospitality as Vice President of Operational Innovation at Starwood Hotels - an approach that you can use as well. Enjoyed this? Listen to more episodes with Robyn 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

Robyn Pratt is the General Manager of The Phoenicia Malta, and in this episode, shares what she's learned about learning and leadership in her career. 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 my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest RelationshipsIn this episode, Fernando Calvo, General Manager of Bohemia Suites Gran Canaria, shares insights into creating a luxurious and personalized guest experience that feels like staying with a friend. Listen now to learn about:Philosophy of Service - Learn about the philosophy of service that emphasizes making guests feel comfortable and at home.Team Management and Motivation - Discover how the management team encourages staff to feel like hosts and part of the company.Balancing Professional and Personal Growth - Understand the importance of balancing professional growth with personal life in the hospitality industry.Guest Personalization Techniques - Explore the methods used to gather guest preferences and tailor their stay accordingly.Building Long-term Relationships with Guests - Find out how the hotel builds lasting relationships with repeat guests and creates a community.Handling Feedback and Continuous Improvement - Learn about the importance of listening to guest feedback and continuously improving the service.Maintaining Quality Basics - Understand why maintaining quality basics is crucial before building additional guest experiences.Adapting to Different Types of Hotels and Guests - Gain insights into how the type of hotel and guest expectations influence the level of service provided. 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 my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest RelationshipsIn this episode, Russell True, owner and operator of White Stallion Ranch, shares insights into the unique world of dude ranches and how he and his team deliver an exceptional hospitality experience that has earned the the #1 rating on TripAdvisor. 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 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