Hospitality Daily Podcast

In this episode, Virtuoso’s Hotelier of the Year for 2025, Claudio Meli, General Manager of The Place Firenze, shares why true luxury begins at arrival, how "sartorial hospitality" creates unforgettable experiences, and what hospitality leaders everywhere can learn from rethinking the guest journey from the ground up. 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

Claudio Meli, General Manager of THE PLACE Firenze and Virtuoso's Hotelier of the Year for 2025, shares his fascinating journey from DJ to hospitality leader. He reveals how his DJ background helps him read guest needs and craft unique experiences. Claudio discusses his ambitious plans for expanding The Place brand across Italy and details his upcoming projects, including community support initiatives. His blend of creativity and passion sets a new standard in the hospitality world!

Dina Belon discusses the vital importance of genuinely caring in leadership. She emphasizes how aligning personal values with company purpose fosters belonging and commitment. The conversation highlights the role of experiential architecture in crafting memorable guest experiences. Dina also addresses holistic sustainability, combining human connection, environmental care, and business success. Lastly, she advocates for leaders to embody their beliefs to inspire their teams and cut through the industry's noise for authentic connections.

Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how she would approach the first 30 days of leading a new hotel. Instead of relying on a pre-set formula, Dina explains why she treats the city itself like a resort -- drawing on local culture, parks, and other businesses as amenities that elevate the guest experience. She also shares how engaging associates unlocks creative ideas and how win–win community partnerships can drive both guest satisfaction and local impact.  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

Dina Belon, President of Staypineapple, returns for a conversation with our guest experience correspondent, Danica Smith, to share how her team built “Chat Pineapple,” an in-house AI tool that connects guest insights across systems. More important than the technology, Dina says, is the culture that empowers teams to act creatively on that information -- turning surveys, reviews, and guest histories into memorable experiences. You’ll hear what surprised her most about pre-stay guest responses, how the workflow scaled a long-standing culture of surprise and delight, and why the human element is the true driver of personalization in hospitality.See our previous episodes with Dina:How Staypineapple Enables Every Employee to Surprise and Delight - Dina Belon, StaypineappleOur Vision: Hospitality Can Be More - Dina Belon, Staypineapple Hotels"Best Employer": The Secrets Behind Our Winning Strategy for People-First Culture - Dina Belon & Mike Hirschler, Staypineapple Hotels3 Stories, 1 Mission: Our Journeys to Hospitality Leadership - Dina Belon, Mike Hirschler & Casey Barks, Staypineapple HotelsAI & Hotel Tech Bets For Our People-First Approach - Dina Belon, Staypineapple Hotels 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

Dina Belon, President of Staypineapple, an independent boutique hotel brand, passionately critiques the use of kiosks in guest services, arguing they undermine the human touch essential to exceptional hospitality. She emphasizes the power of tailored, personalized service delivered by staff. Additionally, Dina explores how independent hotels can effectively compete with larger brands by choosing technology partners that align with their culture and prioritize operational needs, making sure that the end users’ voices lead the way.

Dina Belon discusses how Staypineapple revolutionizes hospitality by minimizing SOPs and scripts. Instead of rigid rules, they focus on empowering staff to connect authentically with guests. Centralizing administrative work allows managers to spend more time teaching on the floor. The conversation emphasizes the importance of emotional intelligence and modern technology that enhances human interactions, proving that an environment built on authenticity helps employees thrive.

Dina Belon, President of Staypineapple, champions a people-first hospitality culture that empowers employees to share their authentic selves. She discusses the importance of emotional intelligence in hiring and how personal passions of team members are added to CRM profiles to enhance guest connections. Dina shares a heartwarming story about a Puerto Rican guest, highlighting the power of local knowledge in creating memorable experiences. Ultimately, she emphasizes that personalization should be operationalized at the local level for maximum impact.

Barbara Muckermann shares her inspiring journey as CEO of Kempinski Hotels, focusing on how to elevate women in leadership. She discusses transforming weaknesses into strengths and the importance of creating opportunities rather than protections for aspiring women leaders. Muckermann emphasizes the value of trust and transparency in leadership, offering practical advice on preparation and developing an authentic style. Her insights are a rallying cry for women aiming to break barriers in the hospitality industry.

Barbara Muckermann shares her journey leading Kempinski Hotels, emphasizing the brand's rich legacy and authentic service culture. She discusses the strategic shift to an asset-heavy approach to enhance product influence and growth. Key development priorities in European capitals and regions like the Middle East and Southeast Asia are explored. Listeners gain insights into the future positioning of luxury hospitality and the importance of sustaining a genuine hospitality culture in a competitive landscape.