Hospitality Daily Podcast

In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares how a brand built around owners produces different decisions. You'll hear how elected hotelier directors, member market area protections, and a $1.3 billion member-only insurance program translate structural alignment into real financial relief for independent operators. You may also enjoy our other episodes with Larry: How Mentors Shaped My LeadershipHospitality Starts Before Guests Step on Property A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Sarah Kopit, the Editor in Chief at Skift, shares what she found reporting The Squeeze, her deep dive into the economic pressures facing America's hotel owners. You will hear why runaway costs, refinancing, and the franchise fee structure are putting owners in an impossible position. Read her reporting: Inside the Crisis Crushing America's Hotel Owners, as well as her earlier piece in this series. Connect with Sarah on LinkedIn. A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Larry Cuculic, the President and CEO of BWH Hotels, shares why the guest experience now starts the moment someone types "hotel Chicago" into a search bar and what it took to grow brand.com revenue and mobile app revenue. You'll hear his own moment about getting the customer journey wrong once, and why every digital touchpoint is a hospitality moment. Referenced: our earlier episode with BWH's Jay Hubbs, HSMAI's Marketing Professional of the Year. A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Larry Cuculic, President and CEO of BWH Hotels, shares how a meeting with his father's union attorney opened the door to West Point and shaped the leader he became. You'll hear what he learned about team, trust, and knowing your role from playing basketball for Mike Krzyzewski, and why letting go is the hardest part of leading. A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares what she learned after a retreat at Six Senses Kyoto led by Dr. Ingrid Yang, and why the idea of "collective effervescence" matters for anyone building places where people gather. Susie also reflects on why people haven't fundamentally changed, why work is increasingly where connection happens, and the everyday moments that matter as much as any retreat. Previous episodes with Susie: From MTV Producer to Leading Wellness Programming: Lessons and Observations for HospitalityThe Istanbul Insight: What Modern Spas Are Missing A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this sponsor bonus episode, Jerimi Ford, the Chief Innovation Officer at Actabl and founder of Transcendent, shares how AI Asset Setup is turning a days-long manual process into a 30-second photo capture, and why accurate asset data is the foundation for better capital budgeting, preventive maintenance, and benchmarking across your portfolio. You'll also hear how gamification and associate engagement features are driving real culture change on property. Learn more about AI Asset Setup from Actabl Listen to our past episode with Jerimi: Designing Tech That Hotel Teams Actually Want to Use Listen to "Reduce Turnover & Boost Team Performance: How We're Gamifying Employee Engagement in Hotels" with Roger Robles & Emma Christensen from Actabl A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Franck Desplechin, the Founder and Executive Hospitality Consultant at Incrementum, shares what he's learned from conducting undercover quality audits at luxury hotels, arriving with his wife and two young kids so they're never flagged. He breaks down the quiet, repetitive service failures that never generate complaints but drive guests away, and why emotional presence matters more than hitting every scripted touchpoint. If you're running a property and wondering why satisfaction scores look fine but repeat visits are rarer than they should be, this conversation will show you where to look. Links: Franck Desplechin on LinkedInIncrementumPresence Is The New Luxury (article by Franck)Beating The Trap That Burns Out Hospitality LeadersGen Z Isn't Lazy. They're Selective. Here's What That Means for You. A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Jason Littrell, the founder of Kinetic Management Systems, shares a playbook for winning the before, during, and after guest conversations using AI. You'll hear his tactical approach to Google Business Profile optimization, the NPS-to-Google-review funnel that drives a 4.71-star average, and why responding to missed calls is one of the highest-ROI moves in hospitality. Watch us here on YouTube Connect with Jason on LinkedIn Resources mentioned: High LevelSean Finter'"Napkinomics" framework A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Sofia Vandaele, General Manager of the InterContinental New York Barclay and Regional Director for IHG Lifestyle and Luxury, shares how growing up in her parents' Belgian banquet hall shaped her view of hospitality, what working with Blackstone taught her about being a business leader, and why health challenges in COVID changed how she leads her team today. Sofia is interviewed by Emily Goldfischer, founder of hertelier and Hospitality Daily's career correspondent. Read the companion article on Hertelier: Sofia Vandaele on her career journey. A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels Resorts Spas, shares how an AI meditation coach on a jhana retreat accelerated her practice and what that experience revealed about the future of guest-facing AI in hotel wellness. She explores why hotels need a wellness recommendation engine rather than just a menu, why AI can understand a guest in 200 words, and the "personal data vault" concept that could solve the privacy problem holding back luxury wellness. Read Susie's article: The AI-Native Wellness Department A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Chris Cline, the General Manager of Hotel Santa Barbara, shares the story of renovating a nearly 100-year-old, 75-key boutique hotel without closing its doors and why keeping his team employed through the process preserved knowledge that proved essential. Chris details how local partnerships with artisans bring Santa Barbara's community into every guest room, and how the hotel's new lobby bar, 1926, honors a centennial while looking forward. Mentioned in this episode: Hotel Santa BarbaraGeronimo Hospitality Group1926 Lobby BarVisit Santa Barbara A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Chris Cline, the General Manager of Hotel Santa Barbara with Geronimo Hospitality Group, shares what independent hospitality provides. Chris explains how Geronimo's 11-month "Living as a Leader" training program, their owner-operator structure, and a culture built on trust and engagement create an environment where both team members and guests thrive. A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Valerie Ferguson, the former Regional General Manager of Resorts at Walt Disney World, shares what multi-generational travel reveals about guest behavior, loyalty, and long-term revenue. Drawing from her experience across luxury and large-scale operations, she explains why family travel is expanding across three generations and how that shift is reshaping expectations. You’ll hear how shared experiences, not amenities, drive repeat visits, and how hotels can design activities and programming that resonate with grandparents, parents, and kids at the same time. If you’re looking to capture more demand from high-value family travelers, this episode gives you a clear lens on where to focus. You may also like: Operations Is Why Guests Come Back - Valerie FergusonYour Guests Define Your Brand Now - Valerie Ferguson A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Amanda Frasier, the President of Standards and Ratings at Forbes Travel Guide, shares with hertelier founder Emily Goldfischer what goes into hosting their annual summit in Monaco for the world's top hoteliers, how their star rating system actually works across 500+ evaluation standards, and where Forbes Travel Guide is expanding next into river cruises, trains, and adventure travel. You'll also hear about the new Women in Leadership Survey from hertelier, which found the percentage of FTG partner hotels run by women, and what that means for the industry going forward. Mentioned in this episode: Previous interview with Amanda Frasier on Hospitality Daily Forbes Travel Guide hertelier The Leadership Reset: Women in Hospitality Leadership Survey (Hertelier x Forbes Travel Guide) Cedric Grolet on Instagram Connect: Amanda Frasier on LinkedIn Emily Goldfischer on LinkedIn A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf 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

David Mariotti is a veteran hospitality leader with experience including roles as GM, area GM, and VP of Operations at Remington Hospitality, managing properties like One Ocean Resort & Spa in Atlantic Beach, Florida. Recently, David began volunteering at the Gabriel House of Care, a nonprofit hospitality house on the Mayo Clinic campus in Jacksonville, Florida, that provides affordable lodging to organ transplant and cancer patients and their caregivers. In this conversation, David shares how volunteering has reconnected him to the core of hospitality, what hotel leaders can learn from serving in unfamiliar environments, and practical ways to build volunteering into your team's culture, including the "care committee" model he used at his resort. Topics covered: Resources mentioned: Gabriel House of CareHealthcare Hospitality NetworkJon GordonThe Power of Positive LeadershipThe Power of a Positive TeamSeven Commitments of a Great TeamThe Energy BusDifficult Conversations Don't Have to Be DifficultHEAL (Healing Every Autistic Life)Connect with David Mariotti: LinkedIn A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf 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

A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Mike Baxter, House of Gods founder, shares why boutique hotels should be defined by purpose rather than aesthetics, and what gets lost when chains acquire boutique brands. From the financial foundations that need to come first to his concept of "demand sovereignty," Mike offers a direct challenge to operators who treat guest experience as an add-on revenue line. This episode is hosted by our guest experience correspondent, Danica Smith. A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Mike Baxter, House of Gods founder, shares the origin story behind his boutique hotel brand and why he believes most hotels confuse boutique aesthetic with actual boutique identity. Mike explains why story and purpose matter more than design trends, and how the right narrative attracts both guests and team members who believe in the product. Listen for his take on why hotels should be a fantasy, not a nicer version of your living room. This episode is hosted by our guest experience correspondent, Danica Smith. A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, GB Sharma, the Founder and CEO of Mosaic Hospitality, shares how hotel owners can build a unified commercial engine and turn proprietary data into a competitive moat. GB breaks down the zero-click search shift reshaping discovery, why you should focus on data cleansing, and how structured proprietary data becomes a valuation layer at exit. Watch this conversation on YouTube A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Chef Franck Desplechin, the Founder and CEO of Incrementum and author of Relentless Growth, shares why development-driven leadership outperforms and how understanding each team member's individual motivation builds the kind of loyalty that survives busy weekends and hard shifts. If you're trying to engage Gen Z or rethink how you lead frontline teams, Franck's approach is worth learning from. Also see: Beating The Trap That Burns Out Hospitality Leaders A few more resources: start heresend me a message heresubscribe here for freeYouTubeLinkedInInstagramhere are the ways we can work togetherIf 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