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Luca is the Co-founder and CEO of Jurny, an AI-driven hospitality platform that seamlessly automates operations and guest experiences through vertical integration and connectivity. This is a company that has taken the traditional property management system and flipped it on its head.The hotel industry has never been accused of being tip of the spear when[...]- Juliana is a content creator and copywriter specializing in writing for the hospitality and tourism industry. If you’ve ever been responsible for writing an email to a guest, promoting a new offering, or creating content for a website, this episode is for you. Like many, I’ve been frustrated with the process of creating content only to have[...]
- Bart-Jan is the Founder of Loreca, a company specializing in online revenue strategies for the hospitality industry. They’ve developed an algorithm that enables hotels to have better control of their rates over multiple booking channels.Getting on the first page of an OTA seems like a never ending challenge for hotels. And now, as ever more[...]
- Alex is a short-term rental developer and manager in Ashville, NC. A former Marine who found his way to real estate investing, he now runs Sargon Investments, a short term rental development company that is working on 650 cabins over the next 3 years. He also writes for Bigger Pockets, runs a YouTube channel and[...]
- Josef is the Founder and Managing Director of limehome, a European hospitality company with over 3,000 managed units, and is built on digitizing the guest experience and day to day operations. The discussion about automation and tech advances in hospitality have been coming up a lot lately. If you’ve listened to previous episodes of the[...]
- Sue is the EVP and Chief Human Resources Officer at HVMG, a hospitality management company based in Atlanta. You could make a strong argument that the common thread through which many of today’s challenges in hospitality are connected are through Human Resources. That’s definitely not saying that HR is the cause, but rather HR being[...]
- Jason is the Market Vice President for the Americas at SiteMinder, the world’s leading open hotel commerce platform. The company recently released its 2022 Changing Traveler Report. Featuring insights from 8000 traveler interviews, it’s the largest accommodation-specific consumer survey on a global level, providing valuable insights into the full traveler journey. In other words, how[...]
- Thad is the CEO of Talroo, a data-driven job advertising platform that helps hiring managers reach the candidates they need to build their essential workforce. It’s hard to get your head around the changes in the labor market over the past couple of years, and especially over the past few months. We’ve gone from mass[...]
- Tanya is Vice President at Oracle Hospitality and leads the OPERA Cloud Strategy and Product Management teams. Prior to joining Oracle Hospitality, Tanya spent over 20 years at Fairmont Hotels and Resorts in Hotel Operations, Revenue Management, Distribution and CRM. This is my second episode with Tanya. Way back on Episode 36, we discussed an[...]
- Will is the CEO and Director of ALTIDO, a company that manages Airbnbs, serviced apartments, hotels, and private residences across Europe. This is a classic episode of intending to talk about one thing, and pivoting to discuss something totally different. As someone who has spent much more time in the short term rental space over[...]
- Thank you for listening and supporting the show for 100 episodes! Here's to 100 more! LinksLinkedIn: https://www.linkedin.com/company/the-proven-principles-podcast/ Instagram: https://www.instagram.com/theprovenprinciplespodcast Facebook: https://www.facebook.com/theprovenprinciplespodcast --- For past episodes, show notes or if you’ve got a story that might make a great episode, head over to https://www.theprovenprinciplespodcast.com/ (theprovenprinciplespodcast.com). We’d love to hear from you. You can subscribe to the show[...]
- Mitch is the President and CEO of Vision Hospitality Group. The company holds a growing portfolio of hotels affiliated with brands such as Hilton and Marriott, including the company's first boutique hotel, The Edwin in Chattanooga, TN. We used to do ‘after action reports’ after big events. They were meetings and reports to discuss what[...]
- Keith is the General Manager at the Ambassador Chicago. How has the job of a hotel GM changed over the past couple of years? This is a question that only something like the pandemic could cause us to ask because in spite of pre-pandemic musings about culture, employee development and company growth, the job was[...]
- Sebastien is the Vice President of Partnerships at Cloudbeds, an all-in-one hospitality management software platform. A question I’ve been wrestling with lately is “can you provide luxury level service if hotels are moving to more self-directed experiences?”. We try to uncover the answer on this episode. The pandemic has brought many challenges to the industry[...]
Shawn is the CEO of RealTime Reservation, an organization that provides real-time inventory management software to the hospitality industry. I can tell you from personal experience, the process for driving ancillary revenue in a hotel is a difficult and frustrating exercise. You’re either trying to come up with new ideas to get guests to pay[...]
Matthew and Brian are the hosts of the GuestX Podcast. Matthew is also the President and CEO of Xplorie, and Brian is the Founder & CEO at Allevo Homes. I initially titled this episode Hotels vs. Short Term Rentals, but after we wrapped this episode, that us vs them sentiment didn’t seem to fit anymore. [...]
Matt is the founder of Results Hospitality and Westshore Hospitality Group, and the author of You Can’t Do It Alone, a new book about achieving more through building better teams. There has been a lot of news about labor shortages in the hotel and restaurant industries as of late - and frankly a lot of[...]
Sheenal is the Co-founder of Arbor Lodging and Chief Executive Officer of Arbor Lodging Management. I find the stories of senior leaders in hospitality who don’t come up through the industry interesting, mostly because it’s fairly rare and there’s usually a shared camaraderie with others who know deep down what it’s like to work on[...]
Ben is the Head of Innovation at SpotOn. He’s a long time restaurant industry vet, he has moved to the other side of the table to lead the development of SpotOn's restaurant and hospitality product innovation strategy with a focus on democratizing technology for hospitality businesses of all sizes. The tech discussion for restaurants has[...]
Pam is the Senior Director of Compliance Services at Avalara, a transactional tax compliance company that operates across multiple industries, including lodging. I want to let you know up front, this isn’t an episode about tax compliance, but rather a discussion to understand the impact that short term rentals have on a community. We so[...]
Jason is the Director of Sales at Junry, a hospitality tech company offering SaaS-based management solutions designed to accommodate the evolving needs and expectations of the modern traveler. What that means is they provide both tech solutions and staffing solutions covering operations, accounting and revenue management that allow you to focus on growing and refining[...]
Kristi is the Vice President and Head of Product at Global Hotel Alliance, the world's largest alliance of independent luxury hotel brands. If you’ve ever wondered what goes on behind the scenes to develop a hotel loyalty program then this episode is for you. Global Hotel Alliance recently went through a rebranding and repositioning to[...]
Tommy is the Founder of OpsAnalitica, a company helping hospitality businesses become more efficient and profitable through process, accountability, and data. He also happens to be a former stand up comedian and a great storyteller. Checklists and standards audits are ubiquitous in our industry and it’s no secret that a lot of time and money[...]
Assaf is the Co-Founder and CEO of TurnoverBNB, a platform for short-term rental hosts and cleaners to connect and automatically manage their vacation rental cleaning schedules. Back before the pandemic, I had several conversations with various providers about outsourcing my entire Housekeeping department. Since those days, gig-work has become more mainstream and outsourcing entire departments[...]
He’s the founder of the Ellis Adams Group. An international hospitality consulting firm focusing on building brands, concept and design development, training and revenue generation. Their current project list includes over 100 active ventures around the globe and the continued development of Marriott International’s beverage program. Chris’ start in the hospitality industry is one many[...]
Maurizio is the CTO of Bidroom, the first membership-based travel marketplace that aims to make the hotel industry fair for both travelers and hotels. It’s not controversial to say that the hospitality technology landscape is fragmented, confusing and likely responsible for stifling adoption of modern tools and systems at hotels today. Chief among these is[...]
Rob is the founder and CEO of RDB Hospitality, a hospitality consulting firm with a particular focus on Travel Management & Concierge services for high net worth, dignitary and celebrity travelers. After years working in luxury hotels, the number one question I get asked is “Who’s the most famous person you’ve met?”, and honestly that’s[...]
Jim is the Co-Founder and CEO of Stock Manufacturing Group, a Chicago-based custom uniform company for the hospitality industry. Is there any more of a hot-button topic in a hotel or restaurant than uniforms? Whether it’s personal style or budgets, if you’ve ever worn or been responsible for purchasing uniforms you’ll know that few topics[...]
Jordan is the Co-Founder and CEO of Nudge, a communications platform for frontline employees. Look at virtually any employee opinion survey or turnover report taken over the past two decades and undoubtedly communication will not only be listed at (or near) the top, but there will be a lot of frustration up and down the[...]
Christy is the General Manager of the W Minneapolis. Rarely do introspective conversations about the evolution of senior level positions in hotels get to be had, so when I had the opportunity to talk with Christy about the state of play for a hotel GM, I jumped at it. The job of a hotel GM[...]
Jill is a globally recognized EX2CX™ expert who helps organizations create new systems and procedures to develop the strong cultures that drive higher retention and greater productivity. The EX is Employee Experience and CX is Customer Experience. This conversation centers much more on the employee experience and how focusing efforts here will almost certainly take[...]
This is the fourth episode of our Sales and Marketing Series. Jay is the Executive Director of Once Upon a Time, a full-service creative agency that specializes in branding, advertising, graphic design, and website development for prominent clients in luxury hospitality. The connection between branding and operations is not often discussed but it’s a link[...]
This is the third episode in our Sales and Marketing Series. Mike Weimann is the VP of Sales and Operation at Eviivo, an all-in-one booking suite that helps property managers improve occupancy, increase automation, and improve their customers' experience. The booking landscape has been in flux for several years. Whether it’s new entrants inserting themselves[...]
This is the second episode in our Sales and Marketing Series. Steve Wiideman is a scientist, the author of a college textbook called SEO Strategy & Skills, an adjunct professor at UCSD and CSUF, and a practitioner of search optimization; working with companies like Disney, Honda, Skechers, Applebee's, IHOP and many more. The bottom line[...]
This is the first episode in our Sales and Marketing Series. We haven't spent much time on hotel Sales and Marketing on this show so we decided to dedicate a 4 part series to all of the intricate phases of these critical disciplines. We’re talking with experts on how to get found by potential clients,[...]
Josh is the Guest Experience Evangelist at Roller Software and brings more than 16 years of experience working for some of the top tourism destinations in the world, including Walt Disney World and Universal Orlando, and has consulted for organizations such as Ritz Carlton, Four Seasons, Waldorf Astoria, Mandarin Oriental, Peninsula, Montage, and Rosewood. Discussions[...]
Year 2 of the show is officially in the books and what a year it’s been! Going into 2021, I’m sure everyone hoped that the pandemic would not be the big story, but that turned out not to be the case. That said, what turned out to be more interesting to me are the societal[...]
Kris’ entrepreneurial background started with her first business at 17, she eventually joined the Army, moved overseas opening several restaurants and bars along the way, bought and turned around a hospitality technology company and became the CEO of WorldHotels. She’s now the Founder & CEO Rock Springs Retreat Center in Tennessee, an exclusive 24-room retreat[...]
Vik is the General Manager of the Renaissance Milwaukee West Hotel. The property opened in the relative early days of the pandemic, in Aug 2020. Opening a hotel is never easy. Between operational, administrative and project management needs, it requires organization, focus, a great team and a clear set of guiding principles so that people[...]
Jeremy is the founder and CEO of https://www.breezeway.io/ (Breezeway), a property care and operations platform that helps hospitality operators verify the cleanliness, safety and quality of their properties, allowing them to deliver a better experience to guests, employees and owners. Change is happening at a blindingly fast pace in the hotel industry - with most[...]
David is the COO of Humanist Hospitality, a hotel management company born during the pandemic that has been working hard to infuse new thinking into the human connections at the heart of the hotel industry. Their goal from the start was to flip the status quo on the employee lifecycle, bringing in meaningful benefits, training[...]
Dave is an author, speaker and founder of In-Sightful Living, an accessibility consultancy that helps organizations enhance their systems, environments, events, and cultures to be supportive of people with disabilities. Dave has been blind from birth and much of his work focuses on teaching people that having a disability is not a hindrance, but an[...]
Andreas is the founder of Sextant, a Miami based Short Term Rental management company that is changing what not only guests can expect from a serviced apartment, but what hotel professionals can expect from the rapid evolution and iteration going on in the hospitality industry. Sextant isn’t a one off manager of Airbnb homes, they[...]
Glenn is the President and CEO of Wellengood Partners, a hotel management and development firm based in Memphis, TN. Have you ever wondered what goes on behind the scenes at a hotel ownership company? I have - and as a senior leader for several hotels and hotel management companies I was close to it for[...]
Tammy is the Vice President of Spa and Wellness at the Carillon Miami Wellness Resort. Much like hotels and restaurants, Spas and wellness facilities were disproportionately impacted over the past 18 months and even though things are slowly returning to normal, the highly interactive nature of the spa experience is still subject to the customers[...]
Chad is the CEO at Fire and Vine Hospitality, a Seattle based company that owns and operates some of the Pacific Northwest’s most iconic properties, including El Gaucho, AQUA by El Gaucho, Aerlume, Yellowhawk Resort, Walla Walla Steak Co., Crossbuck Brewing and their industry leading Revelers Club loyalty program. Simon is the Senior Vice President[...]
You may know Kyle Allison as the creator and host of the Hospitality MD podcast. I was actually on his show not long ago. What you may not know is about 4 months ago (at the time of this episode being released), he was offered his first GM role at the worst hotel in the[...]
Erik is the Co-Founder at Oaky, a hyper-personalised and automated upsell engine that helps hotels drive additional revenue through perfectly timed guest communication. Front Desk upsell programs have existed in varying forms and effectiveness for years. Typically revolving around upselling room categories, many have relied on a front desk agents ability to quickly engage in[...]
Even if you don’t work in hospitality, you’ve undoubtedly heard of Colin Cowie. He’s been at the forefront of event and wedding planning for the past 25 years, creating trends and raising the bar for providing the ultimate guest experience for celebrity and corporate clients around the world. He’s also just released his 11th book[...]
Joseph Szala is the Managing Director at Vigor, a restaurant branding and marketing agency based in Atlanta. Hotel F&B can be a puzzle. Declining capture rates, downward pressure on menu prices and lack of investment in the interior design have ensured that most hotel restaurants remain uncompetitive guest amenities rather than inspired destinations that draw[...]
Anne is the Principal at The Largo Group, an Accounting firm that specializes in the hospitality industry providing monthly bookkeeping, tax services, and business consulting. She’s also the Author of Never Again - a book that was written in response to the tremendous challenges faced by the hospitality industry during the COVID-19 pandemic. Without giving[...]
This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals. Learn more about Wheelhouse here ➡️ https://usewheelhouse.com Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse. --- Anthony is the Senior Market Manager for Little Hotelier, a hotel property management system, channel[...]
This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals. Learn more about Wheelhouse here ➡️ https://usewheelhouse.com Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse. --- Ken is the SVP of Operations at Avocet Hospitality Group, a hotel management company based in[...]
This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals. Learn more about Wheelhouse here ➡️ https://usewheelhouse.com Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse. --- Tejal is a third-generation hotelier and Founding CEO of Neem Tree Hospitality based in the greater[...]
This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals. Learn more about Wheelhouse here ➡️ https://usewheelhouse.com Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse. --- Robert Reitknecht is a hospitality and luxury brand advisor with 30 years in the industry. During[...]
This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals. Learn more about Wheelhouse here ➡️ https://usewheelhouse.com Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse. --- Kate is the CEO and Founder of Kate Burda & Co, a consulting firm that leads[...]
This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals. Learn more about Wheelhouse here ➡️ https://usewheelhouse.com Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse. --- If you’re deep into the history of hotels in North America, you may have heard of[...]
This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals. Learn more about Wheelhouse here ➡️ https://usewheelhouse.com Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse. --- Dominique Pibia-de Groot is the owner of DG Hospitality, a Dutch company that trains hospitality teams[...]
This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals. Learn more about Wheelhouse here ➡️ https://usewheelhouse.com Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse. --- Ken is the author of The Surprise Restaurant Manager, a book about the tools needed to[...]
This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals. Learn more about Wheelhouse here ➡️ https://usewheelhouse.com Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse. --- This is a different episode than normal. This week the mic is on the other[...]
This episode is brought to you by Wheelhouse - the best revenue management platform for vacation and short term rentals. Learn more about Wheelhouse here ➡️ https://usewheelhouse.com Use code KNOWINGHOSPITALITY for 50% off your first month with Wheelhouse. --- Kírs is an Experience Coordinator at a luxury spa and hotel in Vancouver, British Columbia. Using[...]
Sean is the Founder and CEO of the Short Term Rental brand, Avant Stay. The company is reimagining what it means to be a short term vacation rental by innovating new ways to leverage technology to deliver a truly unique lifestyle hospitality brand for the future traveler. Since their start in 2017, AvantStay has acquired[...]
If you’ve ever wanted to know more about those personality tests that recruiters often have you go through, this episode is for you. Heather is a Stanford trained personality psychologist and Chief Psychology Officer at https://www.traitify.com/about/ (Traitify), a company working to improve the assessment interview in the recruiting process. Traitify bills itself as the world’s[...]
This unintended mini-series on leadership book reviews is back. The episode that we did on Good to Great by Jim Collins got such a high response that we decided to do another dive into a book that affected both of our careers. This time we’re discussing 7 Habits of Highly Effective People by Stephen Covey.[...]
Christine is an award-winning hotelier with over 30 years in the industry, founder of The Wise Pineapple, a company that helps leaders and organizations have Sweet Operations, Sweet Cultures, and Sweet Results and author of “https://www.amazon.com/Yes-Answer-Positivity-Pineapples-Leadership/dp/1733244026/ref=sr_1_2?crid=3FW52ATZT6NLY&dchild=1&keywords=yes%20is%20the%20answer&qid=1617989246&sprefix=yes%20is%20the%20and%2Caps%2C226&sr=8-2 (Yes Is the Answer)”, a book about the simple steps of responding positively while developing strong relationships. Yes is[...]
Hermann is an industry veteran bringing over 25 years with companies like Baccarat Hotels and Resorts, St. Regis, Montage and Ritz-Carlton. He’s now executive vice president of travel, entertainment, and health security at Sharecare, a digital health services company, and has been helping hotels come back from the pandemic. Sharecare Health Security Verification is one[...]
Milena is the founder of the Unhustle Movement, a certified human potential coach and podcast host on a mission to inspire 100 million people from all over the world to ditch the hustle culture mentality and begin a new way of living and working. Hustling, grinding and being “on” are synonymous with working in hospitality.[...]
Andrew founded Lyric, a network of tech-enabled rentals designed for the modern business traveler that developed properties in 14 US markets. He is now CEO and Founder at Wheelhouse, a dynamic pricing tool for vacation rentals. Collectively, Andrew has raised millions from investors such as Airbnb, NEA, FifthWall, Barry Sternlicht, and other property/technology investors -[...]
Daniel is the former Director of Wellbeing for Accor Hotels and led the company’s diversity and inclusion planning. Unfortunately, like so many in hospitality, the pandemic caused him to be laid off but he’s still deeply entrenched in the space. We’re diving into Diversity, Inclusion and Wellbeing on this episode. These are topics that are[...]
Stephanie a Florida-based Executive Coach with Dembo, Inc. who has an extensive background in hospitality and holds both an MBA and Masters in Mental Health Counselling. As we shift focus to coming out of the pandemic stronger than ever, emotional leadership and cultivating a great internal culture must be a leading topic of discussion. Organizations[...]
Lisa is the founder of PDG Studios (formerly Paradigm Design Group) an interior design studio based in Houston that works primarily in the hospitality space. We’re still in the early days feeling the long term impact of the pandemic. Sure, travel has fallen off and many hotels are wrestling with their future, but as we[...]
David is the Co-Founder of Outpost and leads the team’s co-living and co-working growth strategy. Outpost is occupying an interesting space, at the intersection of work and life. Initially focused on digital nomads, the changes that the pandemic has forced on businesses and work culture around the world has put them in a unique position[...]
Cristiana Crin is the founder of Perpetuum Designs, an interior design studio based in Chicago that works primarily in the hospitality and restaurant industries. There was something that struck me when we initially spoke about doing an episode. When I asked Cristiana what Perpetuum Designs does, she responded with “We convert spaces into memorable experiences.”[...]
Michael Tingsager is a good friend who I connected with a couple of years ago on his podcast, Hospitality Mavericks, and I continue to work with him through the Hospitality Game Changers group on Facebook. This episode is a little different than typical shows because we’re talking about a book that we’re both passionate about.[...]
Theresa was a guest in the early days of the show, and she’s back today to share insights into how she pivoted her company to find new opportunities during the pandemic. A little background on Theresa - She’s successfully led teams for iconic brands including Fairmont Hotels, Le Meridien, Sandals Resorts and Hilton International. She’s[...]
Tanya is Vice President at Oracle Hospitality, who leads OPERA Cloud Strategy and Product Management teams. Prior to joining Oracle Hospitality, Tanya spent over 20 years at Fairmont Hotels and Resorts in Hotel Operations, Revenue Management, Distribution and CRM. In 2020, with a more than 50% decline in hotel revenues and 70%+ of the hospitality[...]
Yaniv is Head of Business Development at Bridgify, a hospitality tech company that’s making it easier for hotels to provide and book more personalized travel experiences for their guests. Today's hotel guests are not just a "head in the bed". It’s simply not that easy anymore. You’ve got to win over every guest, every day…[...]
Emanuele Pani is a real estate investor, Co-Host of the STR Secrets Podcast and Partner at Domu Private Investments. He’s also been in the vacation rental game for 10 years and has been helping new hosts transition into this emerging market. In light of the pandemic’s effect on the travel industry, vacation rentals have been[...]
What a year this has been! COVID has obviously been the big story, but personally, I took the leap and started my own company at the start of the pandemic, launched the podcast and have connected with more people in the industry than in many previous years combined. A big part of that has been[...]- Widely considered the father of American cuisine, Jeremiah Tower began his culinary career in 1972 as co-owner and executive chef of Chez Panisse in Berkeley, California. He then continued as executive chef and sole owner of Stars in San Francisco, one of the highest grossing, most innovative, and profitable restaurants in the United States. After[...]
If you’re not following Marshall on LinkedIn, you’re missing out on his insightful and motivational CEO mindset posts. It was actually these posts that reconnected us to do the show. Marshall is an industry veteran who’s had long tenures with both Fairmont and Marriot. He’s currently Vice President of Regional Sales for Prestige Global Meetings[...]
While many people pontificate on what’s to come in the hotel industry, Ron Swidler, CIO at The Gettys Group, has pulled dozens of industry leaders together (several times) to ideate and innovate on the design and operational challenges for today's and tomorrow's guests and quite literally, create the future of hospitality. He’s the Chief Innovation Officer at[...]
In the early days of the pandemic, Airbnb made headlines when an internal email to their employees regarding layoffs and restructuring was released. It was widely seen as a positive example of empathetic leadership and used as an example of how senior leaders in hospitality should conduct themselves in light of the turmoil in the[...]
With all the renewed interest in hotel technology, especially with contactless solutions, having Denis on the show to discuss the process of choosing and implementing new tech into your hotel as well as some of the hurdles and pitfalls to be aware of is very timely. This is a huge subject and we could probably[...]
Opening a hotel during a pandemic may seem strange but that’s exactly what Nicole Warner, General Manager of the all new Hotel Millwright in the Amana Colonies of Iowa was tasked with doing. On this episode of the podcast, we’re diving into operations and talking about bringing a hotel to life. Nicole shares insights into[...]
Fabian Bartnick is the Founder of Infinito, a technology company dedicated to improving the work-life balance of hotel managers through IVI, a personal revenue management assistant. Rates, occupancy and market share are at the heart of many hotel business conversations right now but because everything is so uncertain at the moment, I asked Fabian on[...]
Tony has had quite a ride in the hospitality industry, and he outlines it all in his book series, Love Hate Hotels. His lighthearted, yet detailed and illustrative writing about his career in hospitality gives a behind the scenes look at what it’s like in the trenches of a hotel and why so many of[...]
Staring down the barrel of a 60% permanent closure rate...It's time to fix what's broken. It’s time to change the game. The hospitality industry is at a pivotal point and it has become painfully obvious that business acumen and strategic planning will matter just as much as resilience. There's no shortage of resources ranging from how[...]
Mark is a successful, long time Executive Chef. He, self admittedly, fully bought in to the way the culinary world worked until one day he realized he wanted more. Mark’s story of personal and professional development is something that many in the culinary world are starting to think about but have yet to take the[...]
Josh is the owner of Preux and Proper, Founder and CEO of FLO Hospitality and Host of the Full Comp Podcast; and this episode with him didn't go down the path I had initially planned - but it turned out far better than I could have hoped. In fact, that ‘pivot’ to something new ended[...]
Sept 30 is International Podcast Day so Micheal Tingsager, host of Hospitality Mavericks, Wil Slickers, host of Slick Talk: The Hospitality Podcast and I got together to talk about how we got started with podcasting, what we’ve learned, the goals of our respective shows and where we each hope to take it in 2021. Be[...]
This episode takes a look behind the scenes of a department that’s typically behind the scenes. Until the pandemic affected every aspect of life, housekeeping in hotels was a service that you would see the results of, but rarely would you see the work being done. This 24hr department has since become the “tent-pole feature”[...]
Crossover podcasts are becoming a thing - here’s our latest with Wil Slickers host of https://www.slicktalkthepodcast.com/ (Slick Talk: The Hospitality Podcast), co-founder of https://www.stayluxpnw.com/ (Stay Lux) a luxury vacation rental company specializing in the Pacific Northwest region AND he developed and launched the https://www.slicktalkthepodcast.com/destinationaire-award (Destinationaire Award) earlier this year. With his background in hotel operations, Wil[...]
The COVID-19 environment has been a difficult time to work in front line customer service positions. So much of service delivery is about non-verbal communication. Social distancing has upended all of the traditional rules and practices that everyone is used to. Antonio Pibia is the founder of https://www.guestxinside.com/ (GuestXInside), an Amsterdam based company that focuses[...]
This is a different format from previous episodes. Shaun de Vries, founder of https://www.openpantryconsulting.com/ (Open Pantry Consulting) and host of the https://podcasts.apple.com/au/podcast/the-open-pantry-podcast/id1361270811 (Open Pantry Podcast) joins to do a co-interview / podcast with us. Shaun is a long time F&B professional and entrepreneur, working his way up from a bakers assistant to starting his company[...]
The founders of https://hotelstrategyco.com.au/ (Hotel Strategy Co), Michael Harper and Andreas Palmqvist, wrote a great article about https://insights.ehotelier.com/insights/2020/07/30/hotel-performance-hacking-in-the-downturn/ (Hotel Performance Hacking in the Downturn) and they join the show to talk about their process for developing a predictable hotel growth system that makes sense of the fragmented, competitive and technology dominated industry we operate in. They share great[...]
On this episode we discuss the current debate and legal climate on mandating mask usage in hotels with Myra Creighton, Partner at the Atlanta office of Fisher Phillips. She also shares advice on how to deal with the conflicting information out there to ensure you, your guests and employees are safe as hotels operate in[...]
On this episode we discuss using technology to improve hotel operations with Alex Shashou, Co-Founder and President of ALICE. ALICE is a hotel technology platform that connects your entire team for task management, communication, and operational analytics. It ensures every department is working on a common platform in order to meet or exceed the expectations of[...]
We’re talking revenue management on this episode. More specifically, modern revenue management. With all of the changes in the hospitality industry today, getting your revenue strategy in order is more than worth the effort. Even if you think there’s nothing else you can do, Parul sheds light on avenues you may not have thought about[...]
On this episode Josh Hogan, Principal at https://www.heyhogan.com/ (Hey, Hogan…) a hotel sales, marketing and revenue management consulting company based in Silicon Valley, joins us to talk about what hotel owners, GM’s along with Sales and Marketing professionals can do to get their message out there and above the noise. Josh has a wealth of[...]
On this episode we talk to Casey Pearce, President of https://www.csgcares.com/ (Contract Services Group), a commercial janitorial services company based in Southern California about cleaning during these times of COVID-19. With cleanliness and sanitation at the forefront of everyone’s mind as we start to reopen our economy, Casey’s company offers a service that people will[...]
On this episode Clarence McLeod, Director, Customer Experience at Silver Lining Marketing joins us to talk about how to navigate service delivery in this new age of social distancing and how returning to the fundamentals of anticipatory service will light the path ahead for businesses. Clarence has a wealth of knowledge and brings his real[...]
In this fantastic and info packed episode with Theresa Ito, Principal at Blue Mountain Solutions shares how to create a thriving internal culture of support and training, the importance of self-driven professional development, setting new leaders up for success, what successful companies do to drive an organizational culture of development and how to keep it[...]
On this episode we talk to Elizabeth Raines, Creative Director at https://www.ebrgraphicdesign.com/ (EBR Graphic Design) about branding. This often misunderstood subject can be a huge challenge for businesses, with many not knowing where to start or how to clean up a poorly executed project. We dive deep and discuss what people truly need to know[...]
Financial acumen and financial leadership are critical to anyone trying to advance in their career. On this episode, David Lund, The Hotel Financial Coach, takes us through the details of financial leadership, the importance of creating an environment that celebrates learning and growing financial skills and how financial acumen benefits all aspects of life. He[...]
Whether it’s to drive customer loyalty, increase sales or improve online reviews, connecting with customers on a more personal level is something that most businesses strive for but most don’t know how or where to start when elevating their service levels. This show gets in to the weeds and pulls out actionable and sustainable practices[...]
On this episode we discuss why you need a customer review strategy. Be it TripAdvisor, Google Reviews, Yelp, OTA reviews, or any of the other countless platforms out there, understanding how your customers interact with and experience your business and how you respond is vital to your success. This is why reviews are so useful…[...]
Cleanliness is arguably the most important aspect of running a successful hotel or restaurant - Beautiful properties can be hugely diminished if they’re dirty and the reverse is true… older, unrenovated properties can be enhanced if they are kept sparkling clean - Cleanliness accounts for an overwhelmingly large portion of customer perception of your business[...]
On this episode we discuss how and why it’s important to have everyone contributing to the same goal and how to develop better communication throughout your operation. Highlights from the episode: - There is a “guest first” mentality throughout the property - High levels of teamwork between departments - Good communication between departments - All[...]
On this episode we share 10 simple practices that you can use right away to improve service in your operation. Highlights from the show: 1. 5/10 rule 2. Ending employee conversations when guests are present 3. Acknowledging guests when you pass them in the hall 4. Opening doors 5. Walking guests part way when they[...]
Customers will make requests that are difficult to accommodate but there is a right way and a wrong way to say no. In this episode we discuss how to respond to those requests and why never saying no without offering an alternative will set you and your team up for success. Highlights from the show:[...]
The first five minutes are the most important part of anyone’s shift. We discuss why you should put a lot of care and attention to this part of the day. https://knowinghospitality.com (https://knowinghospitality.com)
If your operation is struggling with consistency or if things keep falling through the cracks, job checklists are the surest way to get it back on track. https://knowinghospitality.com (https://knowinghospitality.com)
Our first official episode covers the foundation of all well run hospitality operations. They understand the difference between service and hospitality. https://knowinghospitality.com (https://www.knowinghospitality.com/)
Our “origin story” episode discussing who we are and why we’re here. Proven Principles is a hospitality operations consulting company and our podcast aims to deconstruct the best practices of the luxury hotel industry to help you improve your hospitality business operation. https://knowinghospitality.com (https://www.knowinghospitality.com/)- There’s one thing that remains true in the hospitality industry - it’s getting bigger and more complicated everyday. Well, the Proven Principles Podcast is here to help. The show aims to demystify the inner workings of the hospitality industry, and break down the tools, tips and tricks that the world's best run hotels use everyday.[...]
