Hospitality Daily Podcast

Scot Turner is the Founder & Managing Director of Auden Hospitality. With over two decades of experience working with prestigious brands and culinary icons (including Dorchester Collection, Alain Ducasse, Intercontinental Hotels, Conrad Hotels, Dominique Ansel, Frederic Vardon, and Harrods) he joins us today to share his process of developing new hospitality concepts that not only capture attention now but also stand the test of time.Listeners will learn about:The importance of understanding and integrating into the local market to ensure a concept's success.Strategies for identifying and addressing the specific needs and pain points of customers in a given area.The innovative approach of offering unique selling points (USPs), such as the example of a London bakery specializing in breads from around the world.Crafting a compelling story and emotional connection to engage and hook customers.The significance of clarity in concept messaging and the "six-year-old test."Creating memorable moments within the customer experience that encourage social media sharing and repeat visits.The pitfalls of following design and architecture trends and the value of authenticity and relevance to the location.Whether you're a seasoned hospitality professional or just starting out, this episode is packed with actionable insights to help you build a concept that resonates with customers and thrives over time. You may also enjoy our other episode with Scot: F&B: Top Mistakes & Biggest Opportunities 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

Susie Arnett is the Director of Wellness Programming at Six Senses Hotels, Resorts & Spas, and in this episode talks through concepts she outlined in her article "Ways to Cultivate Psychological Ownership in Your Guests," sharing how to make guests not just like, but truly love their stay.Listeners will learn:The Unlikely Strategy for Guest Engagement: Discover how adding an element of effort and co-creation can create a stronger bond between guests and their experiences.Personalization and Ownership: Understand the power of allowing guests to craft and design their own stays, leading to a deeper sense of satisfaction.Balancing Service and Involvement: Explore the delicate balance in luxury hospitality between providing service and involving guests in their own experience.Psychological Ownership: Learn how personalization can lead to guests treating the property better and feeling a stronger connection to the place.Community and Evangelism: Find out how creating a sense of community can turn guests into evangelists for your brand, especially when they feel it has contributed to their personal growth.For more insights and to learn from Susie's expertise on guest experience design, check out this episode: From MTV Producer to Leading Wellness Programming: Lessons and Observations for 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

In this episode, Chris Silcock, President of Global Brands and Commercial Services at Hilton, shares his perspective on what it takes to create a strong, differentiated brand in today's competitive hospitality landscape.Listeners will learn about:The key elements that define a strong hospitality brand.How Hilton approaches brand differentiation to meet customer and owner expectations.The crucial role of technology in enhancing the guest experience.Strategies for engaging with different generations of travelers, including the upcoming Gen Alpha.The importance of a reliable and friendly stay across all hospitality brands.Insights into Hilton's unique brand pillars: product, service and culture, and technology.The development and benefits of the Hilton for Business program for small to medium-sized businesses.Chris's vision for maintaining the unique Hilton experience across its brands.Whether you're a hospitality professional looking to elevate your brand or simply curious about the industry's latest trends, this episode offers valuable insights. Resources:Hilton Research: What Millennials, Gen Z, Gen X and Baby Boomers Tell Us About Travel in the Year AheadThe Inside Story of How Hilton Built Hampton Inn’s “Hamptonality” Culture - Eleanor Erickson & Phil Cordell 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, Chris Silcock, President of Global Brands and Commercial Services at Hilton, shares what he has learned in his journey to overseeing Hilton's 22 brands and the company's pivotal commercial functions, including customer engagement, technology, sales, marketing, and revenue management.Listen now to hear about:Career Progression: How Chris's diverse roles within the hospitality industry, from waiter to president, equipped him with the necessary skills and understanding to make impactful decisions and lead effectively at the highest levels.Leadership Advice: The advice that has shaped Chris's approach to leadership, including the importance of focusing on the job at hand rather than the next career move, and the benefits of playing the long game in an industry and company you love.Skill Development: The critical skills to cultivate as you ascend the leadership ladder, such as listening intently, critical thinking, and the art of questioning to add value across various functions.Revenue Management: Insights into how revenue management serves as a foundational element in understanding customer demand, segmentation, and the business model of hotels, which is crucial for delivering returns and fostering growth.People Management: Chris's perspective on the transition from leading a team in a familiar field to managing functions outside of one's expertise, and the significance of building and leading large organizations.Whether you're a hospitality professional aiming for the C-suite or someone passionate about the industry, this episode is packed with actionable advice and inspiring stories to help you reach your goals and lead with excellence. 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 of "San Francisco Sundays," we revisit the iconic Hyatt Regency and delve into the exciting reactivation of its legendary rooftop venue with General Manager Matt Humphrey.  Listeners will learn about:The transformation of the Hyatt Regency's rooftop from a revolving restaurant to a profitable Regency Club.The innovative strategies used to drive profits through upsells and exclusive access for frequent customers.The inspiring story of a long-time engineer's wish to see the restaurant revolve again, leading to the revival of the space.The technical and construction challenges overcome to make the space functional and profitable.The financial success of the Regency Club and the anticipated increase in revenue with the reintroduction of the revolving feature.The potential for new opportunities, such as day passes and late-night events, to attract guests and enhance their experience.You may also enjoy: How We Creatively Welcome Events & Group Business To Delight Guests (And Drive Revenue) - Matt Humphreys, Hyatt 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

Are we overdoing wellness in hospitality? In this episode, we're joined by Jen Murphy, a travel writer for publications such as the Wall Street Journal, Bloomberg, Travel and Leisure, and Condé Nast Traveler. Jen shares her journey of relearning to relax amidst the plethora of wellness offerings in hospitality today.Listeners will discover:The pitfalls of over-scheduling wellness activities.How the pressure to "do it all" can lead to the opposite of relaxation.Strategies for hospitality providers to help guests truly unwind and recharge.The importance of creating downtime experiences and the role of "forced relaxation."The impact of connectivity and the need for intentional disconnection.How hospitality providers can tactically manage communication to reduce guest stress.Tune in to learn how to balance offering a range of wellness options with the need for genuine rest and relaxation, both from a traveler's perspective and as a hospitality provider aiming to create a rejuvenating experience for guests.Read Jen's article, "Relearning How to Relax on the Hawaiian Island of Kauai," for Condé Nast Traveler.  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 visit Blair Foster, General Manager of The Inn at Newport Ranch, to explore the deep connection between hospitality and the land, uncovering the story of a place where every aspect of the guest experience is crafted to highlight the natural beauty and history of its surroundings.Listeners will learn:The vision and passion of the 96-year-old owner of the ranch and his unique approach to land stewardship.The challenges and opportunities of running a hospitality business in a remote location with diverse activities such as a quarry, timber preserve, and cattle ranching.The design and construction process of the inn, which took a decade to complete, using local resources and materials from the property itself.The inn's culinary program which reflects the ranch's distinct flavors through foraging and harvesting ingredients directly from the land.The culture of the staff at the inn, who wear many "hats? and work as a team to provide a detailed, guest-centric experience without pretension.The importance of disconnecting from the busyness of life. Tune in to discover how The Inn at Newport Ranch offers a transformative experience that honors the land and its history and how this unique approach to hospitality can inspire you and your own work. 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 Tiffiany Holmes, resort director at Hawks Cay Resort in the Florida Keys, who shares their innovative strategies for keeping a long-standing resort fresh and appealing to today's travelers.Listeners will learn about:The Vacay Pup Program: Discover how Hawks Cay Resort transformed into a pet-friendly destination, going beyond just allowing pets to creating a comprehensive experience for four-legged guests, including a "pup planner" and pet-friendly amenities.Staff Training and Guest Experience: Understand the importance of staff training in providing a pet-friendly environment and how to manage guest expectations and experiences.Creative Partnerships: Explore Hawks Cay Resort's partnership with Pilar Rum to create an adult-only bar that pays homage to Hemingway's legacy in the Keys, and learn how to balance brand identity with collaborative efforts.Innovative Transportation Options: Find out about Hawks Cay Resort's partnership with Blade, offering guests a unique seaplane experience that adds an element of adventure and exclusivity to their stay.Encouraging Team Creativity: Tiffany discusses how she fosters a culture of creativity among her staff, encouraging them to bring forward ideas that can enhance the guest experience and improve operations.Whether you're a hospitality professional looking to rejuvenate your property or just curious about the behind-the-scenes of resort management, this episode is packed with actionable insights and inspiring stories. Tune in to get fired up and reconnect with what it takes to stay fresh and relevant. 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 James Ferguson, Director of Culture at Wurzak Hotel Group, explain how they built an on-the-spot recognition program for their teams.You may also enjoy: How We Improved Employee Satisfaction From 2.5 to 4.7/5 on Glassdoor - James Ferguson, Wurzak Hotel GroupOur "culture committee" helps us build and scale the culture we want - James Ferguson, Wurzak Hotel GroupHospitality Investment Today: What I'm Seeing Now - Jake Wurzak, DoveHillMore episodes on culture and people 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, Jessica Gidari, Senior Director of Design and Concept Development at Union Square Events' Hospitality Lab, discusses the art of creating a standout brand in hospitality today through storytelling and experience design.Listeners will learn:The Importance of Brand Narrative: Discover why going beyond logos and fonts to craft a compelling story is crucial for your hospitality brand's success.Starting the Branding Process: Gain insights into the research and discovery phase of branding and how to identify the most potent narrative for your brand.Developing Brand Tenants: Learn how to establish the pillars of your brand experience and ensure every aspect of your operation aligns with these core values.Connecting Disparate Elements: Understand the process of creating a throughline that connects various components of your brand for a cohesive guest experience.Expansive Applications of Hospitality: Find out how hospitality principles can be applied beyond hotels and restaurants, as Jessica shares examples from working with corporate clients like JP Morgan and cultural institutions.Enlightened Hospitality Principles: Dive into the enlightened hospitality ethos and how it can transform interactions within teams and with guests.Whether you're a hospitality professional or someone interested in the power of branding and guest experience, this episode will provide valuable insights into creating a brand that resonates with your audience and stands the test of time. Tune in to learn how to weave storytelling into the fabric of your hospitality brand and create memorable experiences for every team member and guest.Read 'Setting the Table' by Danny Meyer 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