Episoder
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In this episode, I share what it was like meeting Horst Schulze, the co-founder of The Ritz-Carlton Hotel Company and Capella Hotels and Resorts - both of which reached #1 in the world.
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In this episode, Tal Shnall (IG: @TalShnall), Learning and Development Manager at The Joule - a luxury hotel in Dallas - reveals why personal and professional growth is essential for you and your team, and how to make it a priority.
Listeners will learn:
Tal's story of rising through the ranks from hotel operations to leadership. (00:51)How Tal's career trajectory wasn't linear, and the challenges he faced along the way. (06:15)The importance of personal growth and development, and how Tal invested in himself by reading books and learning from mentors. (11:28)How Tal's experience as a John Maxwell coach shaped his approach to leadership and growth. (20:54)The components of the learning and development program Tal oversees at The Joule, and how he structures it for employees. (29:31)Where Tal sees the hospitality industry going in the next 10 years. (34:27)How the skills learned in hospitality, such as emotional intelligence and relationship building, can be applied to your personal life as well. (43:12)Tal's recommended resource for personal and professional growth. (46:18)
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In this solo episode, I share my experiences and observations from my recent vacation in Paris, focusing on small things hotels can do to help guests immerse themselves in their location and enhance their satisfaction.
Listeners will learn:
How music can help guests connect with a place and feel like they're there (01:58) (Check out my conversation with Clay Bassford: How To Use Music To Elevate Your Guest Experience, and his playlist with Influence Society here. Their work is an investment but well worth it!)The impact of offering a local snack, such as fresh croissants, upon arrival (04:07)The value of reading a book that helps immerse in the environment (05:10)Recommending a great local coffee shop to guests (06:57)Providing guests with restaurant recommendations and acting like a concierge (08:44)Offering a recommended walk or run route to help guests explore the area (09:38) (Check out Unlocking Human Potential: The Power of "Healthspan" in Hospitality with Lou Zameryka)
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In this episode, I share my thoughts on staying in love with the work of hospitality and ask you to share your own experiences and insights on this. (DM me on LinkedIn!)
In this, I cover:
The importance of viewing hospitality as a craft and the love that goes into it (00:31)The challenge of staying in love with hospitality work (02:38)How I try to disconnect and restore (04:04)
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In this episode, Claire Llewellin-Davis, General Manager at The Lensbury Resort, shares her experience hosting elite sports teams like Manchester United, the All Blacks, and the Lionesses. Listeners will learn:
How the Lensbury Resort differentiates itself by hosting elite sports teams (01:08)The importance of providing the right food and beverage offerings, working closely with the teams' nutritionists and chefs to meet precise dietary requirements (03:54)The logistical challenges of hosting teams, such as accommodating their equipment and adapting to last-minute changes in their routines (04:36)The need for discretion when hosting high-profile teams (05:40)The quick thinking required to manage crowds and ensure the teams' privacy while moving through the property (06:35)
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In this episode, Claire Llewellin-Davis, General Manager at The Lensbury Resort, shares her journey from the military to hospitality and discusses the transformation of The Lensbury.
Listeners will learn:
How Claire's experience in the military, including staying calm under pressure during an attack in Afghanistan, equipped her with skills transferable to the hospitality industry. Why the military is a great place to recruit hardworking, genuine, and adaptable people for the hospitality industry. What attracted Claire to the hospitality industry, including the ability to have an instant impact on people's lives and create good experiences. The fascinating backstory of The Lensbury, from its origins as a Shell sports club in the 1920s to its current transformation under new ownership.The importance of bringing people along on the journey of transforming The Lensbury, including recruiting individuals comfortable with change and openly communicating the vision and strategy to the team.
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This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares what she's learned it takes to lead and succeed in hospitality.
Listeners will learn:
The importance of holding people accountable while still making them feel respected and motivated to learn (00:46)How to communicate effectively when holding others to a standard without hurting their feelings (01:49)The necessity of taking immediate action and following through on tasks to avoid being overwhelmed (02:19)How being reliable and getting things done for your team builds trust and integrity (03:00)The value of being part of a team where everyone is pushing themselves to be better and working towards the same goals (03:42)How being surrounded by motivated and inspiring people can drive you to improve and step up your own game (04:26)
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This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here and thoughts on mentorship here if you missed them. In this episode, she shares her insights on the importance of showing hospitality to your teams.
The impact of showing genuine care for staff during challenging times (01:05)How creating special moments for team members can boost morale and loyalty (02:15)"Hospitality U" and its role in employee development (03:42)The importance of personalized attention and mentorship in hospitality training (06:15)How their "Lasting Impressions" program fosters a culture of surprise and delight (07:45)
Listeners will learn:
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This week, we're learning from Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group. You can hear her career journey here if you missed it. In this episode, she shares her insights on mentorship and the best way to learn hospitality.
Listeners will learn:
How Steve Palmer, the company's founder and chief vision officer, makes people feel seen and heard (00:51)The importance of in-person learning and mentorship (02:40)The value of face-to-face conversations and taking the time to meet with people in person (03:57)
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In this episode, Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group, shares her journey in hospitality and the importance of self-care in avoiding burnout.
Listeners will learn:
How Jennifer's love for hospitality and acts of service started at a young age (01:43)The inflection point in her career that put her on the path to where she is today (04:28)How Jennifer kept going and led her team through a major setback (06:27)The importance of mindset and resilience in handling challenges (07:08)Jennifer's role at The Indigo Road Hospitality Group and her experience opening 14 restaurants in three and a half years (09:26)Her personal experience with burnout and the steps she took to recover (10:09)The daily practices Jennifer has implemented to avoid burnout, such as morning exercise and setting boundaries between work and home life (11:49)The importance of making time for self-care (14:57)If you enjoyed this, check out my other episodes with leaders from The Indigo Road Hospitality Group, including:
How "Transformational Hospitality" Changed My Life (And Can Change Your Business) - Steve PalmerCulture As A Business Model: How We Turn Employee Satisfaction into Profits - Steve PalmerHospitality Starts In Your Office - Katharine AmesLet's Create A World of Abundance Through Hospitality - Steve Palmer
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In this episode, Micah Solomon, author, speaker, and customer experience expert, shares lessons he's learned from top hospitality leaders.
00:44 - The importance of instant correction, as taught by Patrick O'Connell, head of the Inn at Little Washington02:00 - How empowerment is not just a token gesture but a crucial part of an employee's duties, as taught by Hervé Humler at the Ritz-Carlton03:03 - The value of proactive service, as demonstrated in a story from Horst Schulze, another founder of the Ritz-Carlton
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In this episode, Micah Solomon shares advice for hospitality leaders on creating a culture that empowers employees to delight guests.
Listeners will learn:
The importance of proper employee selection, considering both technical skills and interpersonal abilities (00:50)How to create a culture where exceptional performance becomes "how it's done around here" (01:44)The impact of senior leadership and veteran employees on setting the tone for new hires (02:26)How Apple Stores learned from the hospitality industry to provide exceptional customer service (04:21)The role of training and a "culture of yes" in fostering employee excitement and customer-centric behavior (05:46)
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In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on creating memorable experiences for guests and customers through the power of presence.
Listeners will learn:
The importance of giving customers your full attention and stopping conversations with colleagues when a customer approaches (01:43)Understanding the dislocated state of mind customers are in, especially in the hospitality industry, and the need for empathy (02:43)Avoiding overused questions and instead asking fresh, engaging questions (04:26)The significance of attentiveness, creativity, and having enough staff to provide exceptional service (06:00)The Ritz-Carlton's approach to empowering staff to create "wow" experiences for guests (06:25)An example of The Ritz-Carlton, Dove Mountain going above and beyond to create a memorable Hobbit-themed experience for a guest's birthday (07:18)The importance of recognizing when it's not the right time for a "wow" experience (09:13)
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In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on the importance of service in the hospitality industry and how businesses can stand out, drive word of mouth, and succeed.
Examples of service excellence (01:06) - How companies like Ritz-Carlton and Audi of America use exceptional service as a competitive advantage.The impact of word of mouth (01:58) - How word of mouth and online reviews influence customer decisions and the importance of creating memorable customer experiences.Challenges and opportunities in hospitality 04:21) - Observations on the hospitality industry over the past five years, including the impact of COVID-19 and rising customer expectations.Cost-effective ways to improve service (05:35) - Strategies for improving service without significant capital investment, such as focusing on customer interactions and avoiding ineffective cost-cutting measures like check-in kiosks.Personalized guest experiences (06:32) - The importance of personalized service and how different guests have different preferences, including the use of mobile check-in options.
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In this episode, Micah Solomon, a customer service expert and author, shares his insights on creating memorable customer experiences and elevating businesses to the highest level of customer service.
Listeners will learn:
The three levels of customer service and why businesses should aim for the top level (01:01)How Micah conducts idiosyncratic mystery shopping to assess a company's customer service (02:15)The importance of using appropriate language, greeting customers promptly, and handling complaints without getting defensive (03:07)Micah's background in running a successful manufacturing company and co-authoring a book with a Ritz-Carlton Hotel Company representative (03:57)How Micah's childhood experiences and attention to detail led him to his current profession (05:02)The applicability of customer service principles across various industries, as they are rooted in understanding human nature (06:31)
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In this episode, Dina Belon, president of Staypineapple Hotels, shares insights on the evolution of sustainability in the hospitality industry and how it's becoming a crucial factor in attracting guests and group business.
Listeners will learn:
The role of industry associations in providing a single, unified sustainability certification for hotels (01:47)Why sustainability isn't just about cost but about creativity and mental energy (02:49)How guest preferences, especially in the business and group travel sectors, are driving the push for more sustainable practices (03:19)The shift towards data-driven, scientifically-based sustainability reporting (04:42)The importance of third-party verification, such as Green Key Global, in marketing a hotel's sustainability efforts (06:18)
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In this episode, Casey Barks, Vice President of Marketing at Staypineapple Hotels, shares his insights on how Staypineapple has digitized and streamlined its influencer management process.
Listeners will learn:
The tools and metrics Staypineapple uses to evaluate an influencer's true monetary value (03:52)Their innovative approach to influencer contracts, ensuring accountability and protecting the hotel's interests (06:50)Why influencer marketing is set to become even more significant in the future and how the hospitality industry can do it right (10:29)
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In this episode, Dina Belon, President at Staypineapple Hotels, shares insights on their innovative approach to working with hotel owners and investors. Mike Hirschler, the company's Chief Growth Officer, discusses the challenges that have held back many in the industry and how Staypineapple is addressing them. Casey Barks, the company's VP of Marketing, explains how they're capturing the magic of their brand to drive demand and accelerate business growth.
Listeners will learn:
The challenges with the traditional hotel business model and fee structures that owners and investors are struggling with (01:30)How Staypineapple's centralized model allows for a more efficient approach to hotel management (02:57)The importance of innovation (08:21)The structural barriers to innovation in the hotel industry and how Staypineapple is overcoming them (11:28)The benefits of building relationships and taking a long-term approach (30:59)How Staypineapple is leveraging technology to provide a competitive advantage (39:40)The power of a playful and genuine brand in driving recognition and demand (46:33)The marketing rule of three and the importance of having your brand drive interest and curiosity (48:47)
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This episode is part of our series with Staypineapple Hotels. Listen to episode 1, episode 2, and episode 3 if you missed them.
In this episode, Dina Belon, President at Staypineapple Hotels, shares how they use technology, including AI, to enhance personalized service and create memorable guest experiences.Listeners will learn:
How Staypineapple pushed its technology partners to align with their goal of delivering hyper-personalized service (01:34)The importance of collecting and using actionable guest data across the portfolio to build stronger guest relationships (04:58)Why Staypineapple is integrating its POS system with its PMS to eliminate transactions and allow staff to focus on engaging with guests (06:24)The need to utilize AI to help build better relationships, not eliminate human interaction (07:45)How Staypineapple created its own AI, "Chat Pineapple," which is learning from all of the company's intellectual property (09:40)The goal of using AI to replace traditional SOP manuals and provide contextual, conversation-based training for employees (11:04)An example of how Chat Pineapple assists staff in drafting authentic responses to guest reviews (12:58)The belief that AI will give the hospitality industry the ability to be more hospitable and cater to guests' desire for human connection and memorable experiences (14:30)If you enjoyed this, listen to my earlier conversation with Dina here: How We Are Upgrading Our Hotel Tech To Delight Our Guests
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This episode is part of our series with Staypineapple Hotels. Listen to episode 1 and episode 2 if you missed them.
In this episode, Dina Belon and Mike Hirschler at Staypineapple Hotels share insights into the company's unique approach to people and culture, which has earned them recognition as the "best place to work" by The Seattle Times.By listening, you'll learn:
How Staypineapple refers to their frontline staff as "hoteliers" to reflect their company values (01:41)The "Surprise and Delight" program that empowers team members to go above and beyond for guests, exemplified by a story of someone who did this (02:14)How Staypineapple encourages authenticity among team members by allowing them to wear their own clothes, use preferred pronouns, and cultivate friendships at work (05:39)The importance of the company's internal Facebook group in fostering authentic connections among team members (06:44)How Staypineapple incorporates team members' passions and interests to create curated guest experiences (07:41)The significance of storytelling in reinforcing company culture and values (11:29)How focusing on team member experience translates to delivering value for hotel owners through increased revenue and reduced expenses (12:36)The role of executive leadership in staying connected with frontline staff and supporting a strong company culture (16:26)
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