Hospitality Daily Podcast

This episode is going to be quite different than most - you're going to be joining me on a little road trip with James Lemon, who started in hospitality at a small bed & breakfast in England and then went on to eventually work in strategy and innovation at IHG before building a hospitality mentorship community and then today leading travel and hospitality for Stripe. (See our other episode: Making payments more hospitable)In this episode, you'll hear us cover a wide range of topics, including:The formative experiences of growing up in the hospitality industry and how they can shape career paths.The transition from finance to strategy and the importance of asking the right questions to drive innovation.The challenges and strategies behind implementing a major technology initiative (free Wi-Fi) across a major hotel chain, with lessons in change management and owner relations.The value of piloting new technologies in hotels and how to gain traction with innovative projects.The importance of continuous learning and networking for hospitality leaders and how to effectively engage with tech vendors.The characteristics of successful hotel innovators and the impact of execution on career and business growth.Whether you're a hospitality veteran or new to the industry, this episode offers a wealth of knowledge and inspiration to help you navigate the complexities of innovation and service in the travel and hospitality sector. Get ready to hit the road with us and dive into the world of hospitality innovation with Josiah and James!Timestamps:00:01:05 - James's Background in Hospitality00:02:31 - Early Career and Learning Service00:03:03 - The Value of Experience Outside Hospitality00:04:22 - Transition to IHG and Corporate Strategy00:05:05 - IHG's Business Model and Brand Strategy00:06:08 - James's Move to IHG and Role in Strategy00:07:07 - First Impressions and Challenges at IHG00:08:01 - Learning Corporate Strategy and Execution00:09:05 - Mentorship and Growth at IHG00:13:03 - The Process of Driving Innovation00:17:06 - Building a Business Case for Hotel Innovations00:19:02 - Convincing Hotel Owners to Adopt New Technology00:23:11 - The Importance of Advocates for Owners in Hotel Brands00:25:48 - The Role of Piloting Technology in Innovation00:27:17 - The Strategy Behind Attending Hotel Events00:29:33 - The Importance of Keeping Up with Industry Innovations00 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, you'll hear me talk with Ed Skapinok, Chief Commercial Officer at Appellation, about something that's been on my mind recently: the role of operations in success in hospitality.  Listen to me share my thoughts on this, and then get his take - which I found interesting because he doesn't have operations in his job title but cares deeply about building a thriving hospitality business.More episodes with Ed:Culinary-Forward Luxury HospitalityReimagining Hospitality Through TechnologyTech, Talent & Strategy: What One of Hospitality's Hottest New Companies Is Doing Now to InnovateWhat We've Learned Running Community Programs 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, we're joined by Bob Gilbert, the President and CEO of HSMAI, who shares his thoughts on one of the key trends covered in HSMAI's 2023 -2024 HSMAI State of Talent Report: leading a multigenerational workforce well.Listeners will learn about:Effective Leadership: Strategies for leading a workforce that includes Baby Boomers, Gen X, Millennials, and Gen Z.Leveraging Experience: How to tap into the wisdom and expertise of older workers, particularly those aged 65 and above.Generational Differences: Adapting to the unique needs and expectations of different age groups within the hospitality sector.Attractive Workplaces: Creating environments that appeal to employees of all ages, with a focus on flexibility and inclusivity.Continual Learning: The importance of staying informed and adapting to new trends, such as the gig economy and fractional staffing.Practical Advice: Real-world examples and actionable tips for hospitality professionals looking to innovate and improve their talent management strategies.Tune in to gain valuable perspectives on navigating the challenges of a diverse workforce and foster a culture of growth and learning in your hospitality 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

Bob Gilbert is the President and CEO of HSMAI, the largest hospitality sales and marketing professional society in the world. In this episode, we explore the evolution of the hospitality industry and the pivotal role of HSMAI in shaping the careers of professionals in this field.Listeners will learn about:HSMAI's Mission: The core objectives of the Hospitality Sales and Marketing Association International and how it has remained a cornerstone for industry professionals.Adapting to Change: Learn about the association's ability to stay relevant through decades of industry shifts, from the advent of the internet to the rise of AI.Celebrating Milestones: Discover the plans for HSMAI's centennial celebration in 2027 and the initiatives to build for the association's future.Global Relevance: Uncover the strategies that keep HSMAI valuable globally amidst rapid changes in the hospitality landscape.Volunteer Engagement: Find out how HSMAI leverages volunteer councils and industry engagement to maintain its edge and provide value to its members.Rising Leaders Council: Hear about the innovative platform for under-30 professionals to share their unique perspectives and challenges.Industry Priorities: Get a rundown of the current hot topics and challenges in sales, marketing, and revenue optimization that are at the top of industry leaders' minds.Talent Development: Learn about HSMAI's mission to attract, develop, and engage talent in the hospitality industry and the role of its foundation in this endeavor.Success Traits: Identify the key traits and attitudes necessary for thriving in the ever-evolving hospitality industry.Commercial Function Evolution: Gain insights into the exciting developments in commercial strategy alignment and the impact of the pandemic on breaking down silos. 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

Jason Kycek - Senior Vice President of Sales and Marketing - and his teams at Casa de Campo Resort & Villas - turned around the performance of their resort business, with revenue soaring by 86%. In this conversation, you'll learn more about this property, what wasn't working, and the changes they made to achieve this growth. Regardless of whether you work in sales, marketing, revenue, or operations, there are lessons for everyone in hospitality in this episode.  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

Kurien Jacob is Partner and Managing Director at Highgate Tech Ventures. In this episode, you'll hear why Highgate - one of the leading hospitality investment and management companies - is investing in hotel technology, the challenges he's seen, and his advice for overcoming those challenges to succeed in hospitality 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

Peter Fabor is the CEO of surfoffice.com and a hotel technologist and entrepreneur. In this episode, we break down the high-level concepts of AI and bring them into the practical realm of the hospitality industry. Whether you're a hotel general manager, a marketer, or someone involved in hotel operations, this episode is packed with insights on how AI can streamline your work, enhance guest experiences, and give you a competitive edge.Listeners will learn about:The concept of a custom GPT and how it can be used to quickly analyze extensive data, such as annual reports from publicly traded companies. (Post here on how Peter did this.)The surprising insights Peter discovered by using AI to analyze hospitality trends and strategies, including the adoption of co-working spaces by hotels.How AI can assist in speeding up responses to guest reviews and conducting competitive analysis by summarizing hundreds of reviews in seconds.Practical applications of AI in hotel operations, from identifying the most productive housekeeping staff to improving Wi-Fi services based on guest feedback.The potential for AI to solve everyday problems in the hospitality industry and how hotel leaders can encourage their teams to leverage AI for various operational tasks.Tune in to explore how AI can transform the way you work today and in the days ahead. 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

Dan Rosenbaum is Vice President of Global Marketing at San Francisco Travel, and in this episode of San Francisco Sundays, you'll hear about how he got started in this, what drew him to this work, and how AI is helping him today. Regardless of where you work, there are lessons here for becoming a better communicator and champion of the places we're in - because, after all, that's the foundation of everything we do 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

Ed Skapinok, Chief Commercial Officer at Appellation, has joined us before to talk about culinary-forward luxury hospitality - and I've shared how their "Crafted" program felt as a guest. In this episode, we explore this program redefining hospitality in Northern California.Listeners will learn about:The Philosophy of Place: Discover how Appellation's brand ethos, "place defines us," is brought to life through its Crafted program, emphasizing the importance of local culture and environment in hospitality.Immersive Learning: Gain insights into how Appellation employs an immersive learning expert to create unique experiences that connect hotel guests with local artisans and makers.Community Engagement: Understand the strategies behind engaging not only hotel guests but also the local community through informal classes and ticketed events.The Crafted Program: Learn about the Crafted program's role in hotel pre-launch activities, its impact on brand presence, and how it serves as a feedback mechanism for resonating with local audiences.Business Acumen: Ed shares the business side of these experiences, discussing yield management and how to create an active, energetic public space that benefits both the hotel and its guests.Creating Connections: Find out how Appellation's approach to crafting local experiences fosters meaningful interactions between visitors and locals, enhancing the overall destination experience. 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

Ed Skapinok, Chief Commercial Officer at Appellation, has joined us before to talk about culinary-forward luxury hospitality and reimagining hospitality through technology. In this episode, we explore the rapid developments and strategic decisions shaping Appellation into a standout name in the hospitality industry.Listeners will gain insights into:Appellation's Expansion: Learn about the brand's growth through new construction and acquisitions.Technology and Personalization: Discover how Appellation is leveraging technology to enhance guest experiences and how their new website will serve as a dynamic interface for personalization.Commercial Strategy: Understand the role of commercial strategy in overseeing sales, marketing, revenue, and technology - and how it's evolving to empower staff to deliver exceptional service.Cohesion in Tech Stack: Find out about Appellation's approach to reducing the number of technology systems used, increasing efficiency, improving staff experience and guest service.Talent Acquisition and Roles: Hear about the new roles and titles at Appellation, such as the Director of Commerce, and how they're attracting top talent.Guest Experience: Get a glimpse into how Appellation is personalizing the guest journey from the moment they interact with the brand online.AI and Data Activation: Learn about AI's potential in hospitality to uncover new guest preferences and create tailored experiences.Whether you're a hospitality professional or enthusiast, this episode offers a wealth of knowledge on innovation, strategy, and the future of guest experiences.  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