Episodes
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Florence Li is Vide President of International Sales and Marketing for Songtsam, a family-owned collection of luxury boutique hotels nestled in Chinaâs Tibetan and Yunnan regions. Growing up surrounded by hospitality, Florence honed her craft at Swiss Hotel Management School and later, by managing luxury properties with Six Senses and Taj Hotels. Susan and Florence talk about culturally rich tourism and the essence of Tibetan hospitality.
Visa Tips for China: Florence demystifies the China tourist visa process and shares pro tips, including a transit visa option that lets travelers explore visa-free for up to six days in major hubs.A Cinematic Hotel Legacy: Discover how Florenceâs father, a former filmmaker, transformed his ancestral home into the first Songtsam boutique hotel, blending local culture with high-end hospitality.
The Essence of Tibetan Hospitality: Florence shares how Songtsamâs staffâmany from nearby villagesâdeliver genuine, heartfelt service that departs from the formality of Western hospitality standards.
Luxury Redefined: For Florence, luxury isnât about opulence; itâs about immersing guests in local culture and creating transformative moments. From Tibetan art workshops to wellness experiences, each stay offers an emotional journey.
Immersive Guest Experiences: Picture thisâhorseback riding, archery, Thangka painting, and even Tibetan incense-making. Florence gives a behind-the-scenes look at Songtsamâs experiential offerings designed to connect guests deeply with Tibetan culture.
Cultural Awareness for Travelers: She advises travelers on respectful practices like walking clockwise around Tibetan stupas, a tradition symbolizing merit accumulation.
Future of Travel: Florence predicts a shift in luxury tourism toward experiences that actively support and sustain local communities, allowing travelers to make a meaningful impact.
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Laura Lee Blake is the president and CEO of AAHOA, the largest association for hotel owners in the U.S., representing nearly 20,000 members. With a background in law and extensive experience in industry advocacy, she returned to AAHOA in 2022 to champion issues like the LIONs Act. Susan and Laura Lee talk about advocacy, innovation, and Oscar the ghost.
What you'll learn about in this episode:
From Journalism to Hospitality: Laura Lee Blake shares her unique journey from aspiring journalist to law, then leading AAHOA, the U.S.'s largest hotel owners association.
Breaking Barriers for Asian American Hoteliers: Laura discusses AAHOA's history, from fighting discrimination against immigrant hotel owners to helping them thrive in the industry.
Lobbying for the LIONs Act: Laura explains AAHOA's push for legislation to increase SBA 7(a) loan caps, essential for hotel owners adapting to rising operational costs.
Advocacy Tips: Laura shares practical advice for newcomers to advocacy, emphasizing the power of personal storytelling to make a lasting impact on elected officials.
Ghostly Encounters at the Columbia Gorge Hotel: Just in time for Halloween, Laura recounts eerie experiences during a recent AAHOA womenâs event at a famously haunted Oregon hotel, complete with mysteriously appearing cigar smoke and ghostly fingerprints on mirrors.
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"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Episodes manquant?
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Aurora Dawn Benton is a sustainability consultant and author of Exponential Impact: Harnessing Human Potential to Drive Sustainability in Organizations. With a diverse career spanning tech, finance, education, and hospitality, Aurora is known for food waste reduction, data-driven sustainability, and workforce engagement strategies. Susan and Aurora talk about rolls, melons, and expensive trash.
Episode Highlights:
Changing the Hospitality Mindset: Aurora explains how sustainability in food and beverage goes beyond cost-cutting. By reimagining food services, event planners can transform dining from "calories between sessions" into meaningful experiences.
Overcoming the BEO Nightmare: Banquet Event Orders (BEOs) need a redesign! Aurora shares her vision for streamlining these documents to cut down on waste, reduce costs, and enhance guest experiences.
Empowering Line-Level Staff: Aurora emphasizes that line-level employees are critical for sustainability success. From dishwashers to banquet captains, these staff members hold the keys to impactful changeâand Aurora dives into strategies for engaging them.
The 80/20 of Waste Reduction: Instead of tackling every waste item, Aurora advocates a focus on the 20% of itemsâlike bread and pastriesâwhich make up 80% event food waste, sharing some eye-opening case studies on how small changes led to big savings.
Future of Sustainability in Hospitality: Predicting increased regulations and data requirements, Aurora says the future will demand both tech-driven efficiencies and genuine human engagement, particularly in the people-centric field of hospitality.
Rate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Michelle Pascoe is a Sydney-based expert in hospitality and customer service with over 30 years of experience. As the founder of her own consultancy and host of the Michelle Pascoe Hospitality Podcast, she helps businesses improve customer engagement and operational efficiency. Susan and Michelle talk about navigating the complexities of a multigenerational workforce.
Can we still ask employees to smile? Michelle digs into employee morale and the changing expectations of customer-facing roles.
A career-defining bad interview: Michelle recounts a shocking job interview that tested her values and ultimately led her to start her own business.
Navigating generational differences: Learn Michelleâs strategies for managing a workforce that spans Baby Boomers to Gen Z.
Leadership built on values: Michelle shares her no-nonsense leadership philosophyâknow your values, live by them, and lead with integrity.
Consistency is king: From setting service standards to handling customer complaints, Michelle emphasizes the importance of consistency.
Rate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Jared Lerner, co-founder and CEO of Nappr, transformed his personal challenges with sleep and travel into a platform offering short-term hotel stays designed for rest. With a background in software engineering and startup culture, he pivoted Nappr from brick-and-mortar spaces to a tech-driven marketplace. Susan and Jared talk about sleep health, travel convenience, and company culture.
What you'll hear about:
Pivoting in Business: Jared discusses his experience pivoting Nappr from a brick-and-mortar concept to a marketplace model, focusing on what makes a pivot successful. Startup Culture: Jared shares insights from his time in New York startups and the importance of company culture, especially in smaller, more agile teams. Founding Nappr: Inspired by personal sleep issues and a gap in the travel market, Jared launched Nappr to offer short-term hotel stays focused on improving sleep. Overcoming Challenges: From co-founders leaving to airline bankruptcy chaos, Jared explains the hurdles he faced while growing Nappr. Tips for Travelers: Advice for getting better rest while traveling, including using an eye mask, meditating, and embracing short naps during long travel days.Rate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Liz Owens is the Senior Vice President and General Manager of Vacations by Rail, North Americaâs leading provider of train vacations. With over 20 years of experience in marketing and brand growth, she has played a key role in expanding the companyâs reach and doubling its size. Liz and Susan discuss trains, travel tips, and the timeless appeal of rail vacations.
What you can expect to hear:
Are trains the new planes? Liz shares all things rail travel, from packing tips to navigating the onboard experience. No tiny shampoos here! Are luggage restrictions and security on trains anything like on planes? From retail to the rails: Liz shares how her background in advertising and retail shaped her career journey. Train travel = nostalgia unlocked. Why the slower pace of rail travel brings a unique magic you can't find in air travel. The art of packing for the rails: Tips for packing light and staying comfortable, especially when traversing cobblestone streets or small European villages. Unexpected train quirks: Wondering what itâs like to sleep on a train? Liz compares it to a cozy camping trip and spills the secrets to a peaceful night on the rails. Sustainability with a twist: Liz talks about how rail travel fosters economic sustainability by supporting small towns and villages along the routes. A brush with the paranormal? Liz shares a funny and mysterious story from her time at Paper Source that involves a celebrity tweet, a store ghost, and social media chaos.Rate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Gustavo Viescas is the president of Wyndham Hotels and Resorts for Latin America and the Caribbean. After more than two decades in finance, Gustavo's role has grown to encompass launching a new all-inclusive brand and leading 266 hotels. Susan and Gustavo talk about balancing financial acumen with leadership that emphasizes emotional intelligence.
What soft skills Gustavo had to develop to become President. Why consistency between price and product is key to customer satisfaction. Why balancing short-term and long-term decisions is a critical challenge in leadership. How Gustavo and team launched the all-inclusive Wyndham Ultra brand during the pandemic. What branding initiatives Gustavo has championed, including all-inclusive travel for all. How branding plays a crucial role in long-term business success, despite challenges in measuring ROI.Rate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Stephen Galbreath is the Chief Development Officer and Head of Design and Construction at Garfield Public Private, specializing in the development of convention centers, hotels, and essential municipal buildings. Stephen helps cities and government entities build impactful infrastructure that drives economic growth and revitalizes communities. Susan and Stephen talk about the benefits of convention business and bullet-proof vests.
What challenges arise when working with municipalities on hotel projects. When Steve transitioned from architecture to public-private partnership development. Where Garfield Public Private operates and the types of projects they specialize in. How the ownership structure of a convention center hotel differs from typical hotels. What economic impact a convention center hotel can have on a local community. How Steve's experience in architecture influences his current role in hotel development.Rate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Kevin Fedarko is a magazine writer, adventurer, and author of A Walk in the Park: The True Story of a Spectacular Misadventure in the Grand Canyon. Kevin traversed the 800-mile distance of the Grand Canyon over a year and was surprised that he lived to write about it. Susan and Kevin talk about silence, light, and hubris.
What you'll learn about in this episode:
How to pack light Who helped Kevin avoid certain death Why the Grand Canyon is so difficult to hike What the transformational power of silence is What makes the Grand Canyon's landscapes and silence such valuable, fragile resources When Kevin realized the journey would evolve from a magazine article to a full book Why Kevin believes difficult experiences, like his hike, lead to deeper personal growthRate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Tim Hentschel is the founder of HotelPlanner, which sought to digitize the analog process of booking group business in hotels. HotelPlanner has changed a lot since it launched, and Tim is now exploring other ways to digitize analog processes in the hotel industry. Susan and Tim talk about automating relationships, over-managing rate strategy, and innovating in a tech resistant industry.
What you'll learn about in this episode:
Why AI might not fully replace human agents in high-touch services. How the flexibility of gig work is gamified for customer service agents. How AI is being integrated into HotelPlanner's customer service operations. Why the hospitality industry is resistant to fully automating meeting space bookings. What challenges revenue management systems face during high-demand events like the Olympics.Rate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Adam Tuttle is a luxury hotel veteran and founder of Yipy, an app that helps hotels digitize their service standards so that nothing gets missed. After working with a multitude of hotels of all types, Adam realized that the burden of managing standards from multiple sources was too big, so he came up with a way to combine them in one spot. Susan and Adam talk about why luxury hotels are so expensive and what to do when confronted with royal vomit.
What you'll learn about in this episode:
Where Susan picks up trash What service should feel like When Adam picked the hotel business How much luxury hotel rooms sell for Why there are so many standards in the hotel industry
Rate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Mindi Cooke is fashion executive turned reunitor of lost things. As SVP of Business Development at Reunitus, Mindi helps airlines, ski mountains, and hotels use software to match lost items with their owners. Susan and Mindi talk about stuffed animals, iPads, and Chanel.
What you'll learn about in this episode:
Where to label your suitcase. What percentage of lost luggage is found. How hotels outsource lost-and-found services. Which lost items are most important to return. Why Unclaimed Baggage pays for lost items in advance.Rate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Matt Casella is a former finance guy and restaurant automation entrepreneur who serves as President of Richtech Robotics. The company creates robots who cook, clean, and serve drinks, including their latest invention, Adam. Susan and Matt talk about automation, experience, and the perils of opening a restaurant.
What you'll learn about in this episode:
Who is Adam? When to ignore advice Why finance sometimes leads to food What recipe Matt is best at preparing How to improve upon past humanoid robotsRate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Andrea Piana is committed to a sustainable, zero-waste economy, so it may come as a surprise to learn that he is CEO of a more than 400-year-old textile company, Piana Technology. Andrea has created a new bed that is made with non-woven fiber, is 100% recyclable, and is designed to give hotel guests a luxurious night's sleep. Susan and Andrea talk about thinking, innovating, and skiing.
What you'll learn about in this episode:
How non-woven fabrics and calming molecules help sleep How Andrea got interested in sustainability Why personal values can guide a company What a circular economy means to Piana Where 50K mattresses per day end upRate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Ali Krupnik is founder of MyWellCo, a wellness events company. Ali is passionate about bringing wellness to corporate events without it having to be yoga. Susan and Ali talk about floating in a chair and fighting phone stress.
What you'll learn about in this episode:
How to lower stress When to bring your pillow Who hires MyWellCo for events What you can do for better sleep Why wellness is not the same thing as yogaRate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Jennifer Barnwell is president of Curator Hotel and Resort Collection, a consortium of about 100 independent hotels across the US who have joined forces to create more buying power and give consumers one place to find independent lifestyle hotels. Curator's mission is to help independent hotels stay independent, and Jen has enough industry experience to lead the way. Susan and Jen talk about number crunching and bank fraud.
What you'll learn about in this episode:
What lifestyle hotels are How buying power helps independents When data helps and hurts the hotel business Where to look for experiences that are truly unique Who are the best people (hint: starts with H, ends with otel)Rate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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John Bianchi is founder of STR Search, a data analytics company that helps real estate investors determine which properties are best positioned for cash flow. With more than $75 million in deals and a (self-reported) 100% success rate, John is the short-term rental industry's expert on what makes a successful Airbnb business. Susan and John talk about hottubs, dining tables, and rental arbitrage.
What you'll learn about in this episode:
Who should clean your rental units How to juggle multiple business interests Why treehouses will never go out of style What to add to your STR to make it succeed Where memories are created in a rental houseRate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Seema Jain is founder and president of Seva Global, a cultural competency training and consulting company. After using her own cultural competency to move major market share during the 2008 recession, Seema developed programs to enhance cultural competence across Marriott hotels. Susan and Seema talk about pickles and vegetarian food.
What you'll learn about in this episode:
How to think the breakfast buffet Why you might give up an aisle seat When to apologize for a cultural faux pas Who has recession-proof business for hotels What you're responsible for as an entrepreneurRate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Ashli Johnson is finally holding a conference for Black and Brown hospitality leaders, and the world will be better for it. An industry mainstay with experience across operations, real estate, consulting and academia, Ashli's latest project, Hued 2024, will connect and inspire hoteliers of color. Susan and Ashli talk about academia, intersectionality, and sugar babies.
What you'll learn about in this episode:
Where to start networking What conferences do for hotel careers How one front desk agent got a new car Which experiences make degrees more valuable Why Michael Phelps almost ended Ashli's careerRate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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Bruce Jordan has been in the hotel business since age 12, and he's picked up so many tricks along the way that he put them into a book. The Hotel Revenue Bible is a hotelier's guide to under-the-radar ideas that will make your property more profitable. Susan and Bruce talk about gas leaks, upsales, and labor costs.
What you'll learn about in this episode:
How to save money on electricity and internet Where hotels go wrong with labor When to start upselling guests What the 49 cents rule is Why rewards matterRate, Review, & Follow on Apple Podcasts
"I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.Tap to give us five stars, and select âWrite a Review.â Be sure to let me know what you liked most about the episode! Also, if you havenât done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.
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