In this episode of Hospitable, we sit down with Joe Sykes, Co-Founder and Director of ecommit, to explore the critical role data plays in driving sustainability within the hospitality industry. Together, we delve into how hospitality brands can leverage data to create awareness around CO2 emissions, ensuring that sustainability efforts move beyond mere buzzwords into actionable strategies. Joe shares insights from his journey, starting from a family-run restaurant in the Netherlands to building a platform that helps businesses offset their carbon footprint through clear, impactful data.

Throughout the conversation, we discuss the importance of small, manageable changes and how collective efforts can make a significant impact. We explore the balance between unavoidable and avoidable emissions, and how hospitality businesses can contribute to sustainability without sacrificing operational efficiency or guest experience. Joe emphasizes that while data is essential, it’s only valuable when acted upon, and he illustrates this through practical examples from his work with ecommit. The conversation highlights how data-driven, transparent sustainability practices can lead to lasting change, both for businesses and travelers.

Whether you’re a hospitality professional or someone passionate about sustainability, this episode offers valuable insights on how we can all take meaningful steps toward greener travel experiences. Don’t forget to like, subscribe, and share for more thought-provoking discussions on making hospitality more sustainable and human.

Timestamps

[00:01:16] Data's actionable importance in sustainability.

[00:04:19] Sustainable travel experiences.

[00:09:19] Unspoken expectations in sustainability.

[00:11:37] Hospitality's role in sustainability.

[00:17:37] Small changes, big impact.

[00:20:05] Small habitual changes for sustainability.

[00:23:00] Unavoidable emissions in hospitality.

[00:25:55] Data in the hospitality industry.

[00:30:42] Theory versus execution in sustainability.

[00:33:34] Perfection vs. Imperfection in Impact.

[00:36:51] Future collaborations and meetings

Quotes
00:02:31 - "Data is king. But I always ask, is data still king if you don't do anything with it?"
00:07:40 - "That's not very hospitable."
00:10:34 - "It shouldn't be thrown around as a buzzword. It should just be covered. It should just be done, right?"
00:12:41 - "But I think that in all those small things do add up to make big impact."
00:16:30 - "You basically would need the surface area of the state of New Jersey to compensate those emissions of the complete hospitality industry in the US."
00:19:23 - "the impact of doing a few small things is huge."
00:20:59 - "It's only small changes that can have actually the biggest impact, right? Because it's small changes by many people, not just by a few, right?"
00:25:09 - "First is awareness, then it's identifying what is unavoidable."
00:26:22 - "Small small things can result in very big things."
00:30:07 - "I think highlighting that and knowing what's unavoidable versus what is avoidable, and then creating that visualization."
00:34:06 - "Perfect gets in the way of good."
00:35:43 - "Perfection creates inaction, doesn't it?"
00:36:58 - "It's data-driven automated climate impact. So it's going to be reportable. It's all going to be fantastic." 

Connect
ecommit: https://ecommit.nl/
Joe Sykes: https://www.linkedin.com/in/joe-sykes-335779ba/
Omniboost: https://omniboost.io/
Rob Napoli: https://www.linkedin.com/in/robnap/
Rob Napoli: https://www.robnapoli.com/

Show Produced by: Niranjan Deshpande (Nick), Broken Frames Studio, www.brokenframesstudio.com

We sit down with Susan Graves, a former hotelier turned solution provider, to explore the future of hospitality. Susan shares her passion for modernizing the industry through sustainability, automation, and AI, all while enhancing the guest experience.

Discover how easy-to-use and affordable solutions can significantly impact guest and employee satisfaction. Susan discusses innovative approaches like automating linen inventory management for predictive budgeting and ordering, which streamlines operations and boosts efficiency. Learn about the importance of providing bite-sized, mobile-friendly training modules that empower staff without disrupting daily tasks, ultimately leading to superior guest service.

The conversation also delves into sustainability in the hospitality industry, highlighting solutions that reduce energy expenses by up to 40% and lower greenhouse gas emissions. Susan emphasizes that sustainable practices are not only environmentally friendly but also financially beneficial, attracting eco-conscious travellers and improving hotel reputation.

This episode is packed with actionable insights on leveraging automation, AI, and sustainable practices to modernize your hospitality business. Whether you're interested in improving operational efficiency, enhancing guest experiences, or embracing sustainability, this episode offers valuable strategies for driving long-term success.

Don’t forget to subscribe, like, and comment to stay updated with the latest insights from Hospitable. Join us on the journey to modernize and sustain the hospitality industry!

Timestamps

[00:00:25] Modernizing the hospitality industry.

[00:04:44] Automation in the hospitality industry.

[00:07:26] Repetitive questions at the front desk.

[00:12:10] Elevating guest experience through technology.

[00:15:23] Guest experience innovation in hospitality.

[00:20:01] Utilizing underutilized urban spaces.

[00:22:49] Opening up new revenue streams.

[00:25:08] Sustainable solutions in hospitality.

[00:28:20] Sustainability in hospitality industry.

[00:33:16] Modernizing the Hospitality Industry.

[00:36:11] Be a tier one.

Quotes 

00:00:13 - "Our most valuable asset right now is our people."

00:03:23-00:03:34 - "I want employees to be able to be happier at work. I want guests to have a better guest experience and let the automation take care of some of the workflow where it can and let the people work with the people. So that's what this industry is all about."

00:06:08 - "Yeah, that's what I said. Like, where were you when I was managing hotels? But like, Something as simple as like, how do we reduce repetitive tasks?"

00:09:32-00:09:43 - "a necessary question, but does it have to be answered by the desk clerk or could AI step in with a real human voice"

00:12:32 - "the guest experience by freeing up the human from repetitive tasks and repetitive calls and repetitive questions to be able to deal with the human to give them a better guest experience."

00:15:43-00:15:54 - "Yeah, great question. I think the brands are hungry for it. I meet with a lot of brand personnel now. They're hungry for it."

00:18:24 - "The whole context of creating the guest experience changes."

00:20:43 - "Everyone talks about it, but not everyone's doing it."

00:22:18-00:22:28 - "In this position, this actually created a wonderful job for her, and she's making more money than working three jobs running around. That's amazing."

00:26:32 - "I actually found solutions that actually save you money."

00:29:44 - "A property that's including sustainability, 70% will swing right now."

00:31:32-00:31:43 - "I want to bust the myth on this. Like it seems scary, but when you break it down base layer, there are some easy steps you can implement to already do ABC."

00:34:40 - "Hospitality is a tremendous industry."

00:35:30 - "And to have people, folks out there like yourself, who are looking at how do we create change in the most effective way possible so that we can reduce the headache of implementing new stuff is going to be super impactful."

Connect

Experience Alive: https://www.experiencealive.com/

Susan Graves: https://www.linkedin.com/in/suegraves/

Omniboost: https://omniboost.io/

Rob Napoli: https://www.linkedin.com/in/robnap/

Rob Napoli: https://www.robnapoli.com/

Show Produced by: Niranjan Deshpande (Nick), Broken Frames Studio, www.brokenframesstudio.com

We sit down with Michel Meeuwse, Chief Data & Strategic Projects at Omniboost, to unveil the secrets of the data services team. Discover how Omniboost's data team transforms raw data into actionable insights and enhances customer experiences with their innovative projects. Michel shares insights into the team's approach, from data flexibility and unification to recent projects like the Strawberry project and the Sweep Action integration.

Join us as we explore the importance of good data practices, tackle data integration challenges, and discuss the role of AI and automation in shaping the future of data services. Michel highlights the collaborative nature of their work, emphasising how learning from colleagues and customers drives Omniboost’s success. Don’t miss this deep dive into how Omniboost is revolutionising data services in the hospitality industry!

Audio Timestamps

[00:04:19] Data flexibility and unification.

[00:09:16] Sweep action integration.

[00:12:10] Data integration challenges and solutions.

[00:15:28] Data Ownership and Trust.

[00:18:38] AI, ML, automation opportunities.

[00:21:15] Customer-focused solutions for growth.

[00:24:05] Discovering with the Omniboost team.

Quotes

00:02:17 - "Probably our best kept secret, but it's no longer a secret anymore, is it?"

00:03:37-00:03:47 - "Because there's a lot of information of data, but it's not yet information."

00:05:24-00:05:35 - "This is where I love, you know, we talk about data unification, but we also talk about data flexibility."

00:09:46-00:09:56 - "to serve, as you know. And we also try not to say no, it's not possible upfront, but let's dig in. And what can we do for you? What can we accomplish together?"

00:11:26-00:11:37 - "For accounting purposes, you need to 100% correct."

00:13:47-00:13:58 - "It's so cool. I mean, when you put people in a room and just think of ideas, you don't limit yourself."

00:17:46-00:17:57 - "When you think about accounting, traditional accounting, you have to wait for the month end and they close out and they get that report."

00:20:54-00:21:04 - "But AI automation is not meant to replace. It's meant to enhance, speed up."

00:21:29-00:21:39 - "Yeah. You know, you can automate accounting and there's a lot of things we could do, but there still has to be a checks and balances."

Connect

Omniboost: https://omniboost.io/

Michel Meeuwse: https://www.linkedin.com/in/michelmeeuwse/

Rob Napoli: https://www.linkedin.com/in/robnap/

Rob Napoli: https://www.robnapoli.com/

Show Produced by: Niranjan Deshpande (Nick), Broken Frames Studio, www.brokenframesstudio.com

Episode 24: What does Data Unifcation really mean in Hospitality? w/ Kyle McCaig from MCR: https://youtu.be/pKs_A6NmU4M?si=8mbSrJk0zS3koAmM

Episode 3: How Does Technology Help Ensure Customer Experience w/ Strawberry VP of Technology: https://youtu.be/XvF92YZq8yk?si=hH39xV7qgN2NJ89X

Get ready for an enlightening episode of Hospitable as host Rob Napoli sits down with Daniel and Trevor from Event Temple at HITEC 2024! Discover how technology is shaping the hospitality industry to be more human-centered. We discuss the importance of in-person interactions, the balance between human touch and automation, and the future of AI in hospitality.

Daniel and Trevor, seasoned professionals from Event Temple, share insights from their experience at HITEC in Charlotte, North Carolina, and highlight the value of partnerships in driving innovation. Their balanced perspective highlights how technology can enhance, but never replace, the human touch that defines hospitality.

From leveraging high-tech solutions for small businesses to integrating AI in hotel operations, this episode is packed with practical tips and strategies. Tune in to learn about the latest trends in the hospitality space and how Event Temple is simplifying processes to enhance customer experiences. Don't miss out on this engaging conversation!

Audio Timestamps

[00:03:36] Industry Shift Towards Integrations.

[00:07:14] Automation and AI in events.

[00:09:40] Partnerships in business growth.

[00:14:09] Integration partnerships in hospitality.

[00:16:36] Battle of the bands.

Quotes

00:00:41 - "So with AI, it's going to have to be the balance between human and a balance between the automation."

00:03:35 - "the world has globalization is amazing with all the technology, but also at events like this, it's fun to talk about and learn about what's happening in the market."

00:06:43 - 00:06:53 "I'll talk through Event Temple and events again are such a human facing machine. So with AI, it's going to have to be the balance between human and a balance between the automation and it's finding that harmonious balance."

00:08:53-00:09:03 - "Automation and AI is not going to replace people's jobs. It's going to make them more efficient and allow them to spend more time with the customers."

00:10:43-00:10:53 - "and what they're looking for is an exceptional guest experience or customer experience."

00:12:32-00:12:42 - "more human. By just being better partners."

00:17:22-00:17:32 - "And that's why partners are key for that too, right? Because nobody wants to go and enter their group in their sales and catering and then go and enter it in their PMS."

Connect

Event Temple: https://www.eventtemple.com/

Trevor MacLean: https://www.linkedin.com/in/trevormacleanvancouver/

Dan Woods: https://www.linkedin.com/in/woodsdan/

Omniboost: https://omniboost.io/

Rob Napoli: https://www.linkedin.com/in/robnap/

Rob Napoli: https://www.robnapoli.com/

Show Produced by: Niranjan Deshpande (Nick), Broken Frames Studio, www.brokenframesstudio.com

Get ready for an enlightening episode of Hospitable as hosts Rob Napoli and Kees Zorge sit down with Jennifer Jones from J2 Hospitality Solutions at HITEC! Discover the transformative power of technology in the hospitality industry, the immense value of industry events, and the essential collaboration between various departments.

Jennifer Jones, a seasoned IT consultant from J2 Hospitality Solutions, delves into how AI and machine learning are revolutionizing hospitality. Jennifer’s balanced perspective highlights how technology can enhance, but never replace, the human touch that defines hospitality.

Rob and Kees take a backseat, giving Jennifer the floor to share her extensive knowledge and actionable insights. From leveraging high-tech solutions for small businesses to integrating AI in hotel operations, this episode is packed with practical tips and strategies.

Don't miss out on this insightful episode filled with valuable advice and industry secrets. If you enjoyed this episode, remember to like, subscribe, and share the podcast with your network. Stay tuned for more engaging discussions on hospitality, technology, and innovation. Happy HITEC!

Timestamps

[00:02:48] Embracing problems for growth.

[00:08:00] Implementing technology in hotels.

[00:12:32] AI impact in hotel operations.

[00:17:07] AI in the hospitality industry.

[00:20:04] Data unification challenges

[00:22:28] Human errors and change control.

[00:27:56] User-friendly interface in hospitality tech.

[00:31:49] New Open APIs in Integration.

[00:33:43] APIs and open source integration.

Quotes

00:01:11 - "You know, I think it's important to highlight, you know, none of us are human haters, right? But humans, by nature, we are flawed. Human condition, right? So understanding that humans do cause errors, but also tech can cause errors."

00:04:17 - "we came up with a really good solution, but it also opened up a whole new line for us to communicate and do more stuff together, which I think so many people are so afraid of problems that they shy away from it, where I think we love to lean into it."

00:13:25 - "It still amazes me how some vendors will charge X for an integration where it might be an API and it's super self-service."

00:15:25-00:15:36 - "AI can impact the workflows of the reconciliation process or identifying errors before day rolls."

00:18:48-00:18:59 - "AI is like the eager intern."

00:21:33-00:21:43 - "We collect all this data, but some of it isn't correct. Correct. And so if we're going to plug in AI to be doing... It's going to be messy."

00:27:21-00:27:31 - "when you approached us like, hey guys, and excuse my French, you got a fair warning that when I don't, I can't come up with the proper wording, I'm gonna be a bit more vocal. It's like, hey guys, you're fucking shit up. Help us out here. That's where a partnership kicks in. Again, super intentional, but focused on the solution for the customer."

00:29:25 - "How do we make it as easy as possible for them to get what they need from step A to B?"

00:32:35-00:32:46 - "Fuck the system up now and then to see what the error logging is looking like."

00:34:01 - "It could just be one field that needs to be passed and people playing well in the sandbox and seeing that stuff happen. That one field means a tremendous amount of value for that one vendor."

Connect

J2 Hospitality Solutions: http://www.j2hospitalitysolutions.com/

Jennifer Jones: https://www.linkedin.com/in/jennifermjones24/

Jennifer Jones: https://www.instagram.com/j2hospitalitysolutions/

Omniboost: https://omniboost.io/

Kees Zorge: https://www.linkedin.com/in/keeszorge/

Rob Napoli: https://www.linkedin.com/in/robnap/

Rob Napoli: https://www.robnapoli.com/

Show Produced by: Niranjan Deshpande (Nick), Broken Frames Studio, www.brokenframesstudio.com

Join us for an enriching dialogue with Mickey Creyf, CEO of Travel Experts and BTS Travel. In this thought-provoking episode, Mickey and our host explore the profound impact of technology on the travel industry and the enduring importance of personalization in travel experiences.

As the CEO of Travel Experts and BTS Travel, Mickey brings a wealth of knowledge and experience to the table. Throughout the conversation, he shares insights into how technology has transformed the travel landscape, from AI-driven trip planning to optimizing customer interactions.

Despite the advancements in technology, Mickey emphasizes that travel remains a deeply human experience. With anecdotes and perspectives, he highlights the vital role of personalization and human connection in creating memorable travel journeys.

If you enjoyed this episode, remember to like, subscribe, and share the podcast with your network. Stay tuned for more insightful discussions on hospitality, technology, and human experiences. Thank you for listening!

Timestamps:

[00:03:11] Adapting to Artificial Intelligence.

[00:09:54] Business travel insights.

[00:13:19] Personalized travel experiences.

[00:17:59] Traveling with cultural immersion.

[00:22:43] The evolution of travel agencies.

[00:25:12] Relationship business in hospitality.

[00:30:32] Automation in the hospitality industry.

[00:32:39] How to reach Mickey.

Quotes:

00:00:13 - "I've never been afraid of technology."

00:03:47-00:03:58 - "But you've got to have the budget as well to do so, to reinvest."

00:11:13-00:11:24 - "actually visiting the city."

00:14:59 - "And your timeline, et cetera. And then there's a lot of people who don't have time to plan all of this or to be busy with it. So there's a lot of very successful people out there. And if there's one thing that I think a lot of, probably you as well, we're short of time. And time is precious."

00:17:24-00:17:35 - "how do you individualize and how technology plays a role, but also how human elements still plays a role in building out experiences."

00:20:35 - "Sometimes you need to allow people to have that flexibility to split off into groups, maybe, you know, one-on-one or kind of split up and do different things that fit your needs."

00:23:42 - "a classic travel agency is compared kind of like with a newspaper shop that doesn't have a future."

00:26:31 - "Yeah. I mean, it's a relationship business, right? Like hospitality, you see this, not just in travel, but all hospitality, you know, it's a people business and technology."

00:31:41-00:31:51 - "Yeah, I love that. I mean, that's why I'm going to exist. We actually, our unification platform is where we help hospitality industry, you know, create integrations to do that and fit into their accounting so they can do less manual, more creative tasks. Like that's actually our whole ethos. I love that you brought that up. It's like where automation, where technology can help every industry across the board. It's amazing."

Connect:

BTS Travel Belgium: https://www.btstravel.be/

Mickey Creyf: https://www.linkedin.com/in/mickey-creyf-5170654/

Mickey Creyf: [email protected]

Omniboost: https://omniboost.io/

Rob Napoli: https://www.linkedin.com/in/robnap/

Rob Napoli: https://www.robnapoli.com/

Show Produced by: Niranjan Deshpande (Nick), Broken Frames Studio, www.brokenframesstudio.com

Welcome to the latest episode of Hospitable! In this engaging discussion, we dive into the world of data unification in the hospitality industry with our special guest, Kyle McCaig, Director of Technology for MCR, one of the leading property management companies in the United States.

Join us as Kyle shares insights on the challenges and strategies of data management in the hospitality sector. From understanding the importance of data to implementing automation and AI tools, Kyle's expertise offers valuable perspectives on how data can drive decision-making and improve hotel operations.

Tune in to gain a deeper understanding of data storytelling and the evolving landscape of technology in hospitality. Don't miss out on this enlightening conversation filled with valuable insights and practical advice for navigating the complexities of data management in the digital age.

Don't forget to subscribe to Hospitable for more insightful episodes on the latest industry trends and innovations. Stay tuned for updates!

Timestamps:

[00:00:10] Data unification in hospitality.

[00:05:30] Legacy systems challenges.

[00:08:51] Data unification in hotel operations.

[00:11:46] Snackable content.

[00:15:30] Leveraging data for impactful decisions.

[00:19:32] The importance of data insights.

[00:24:28] Accounting system challenges and solutions.

[00:26:56] Data unification platform.

[00:29:42] Automation for process efficiency.

[00:36:40] Automation in the workplace.

[00:38:57] Identity management in hospitality.

[00:42:39] Big players in hospitality industry.

[00:46:37] Kyle's availability for networking.

Quotes:

00:01:49 - "We have 180 hotels and we want our data to be unified, go."

00:03:36-00:03:48 - "A lot of the times it's like, hey, here's the problem. It's well-defined. Go and solve it. There may be no solution and that might take a long time. This was a case of nobody even knows what the problem is other than that there's a problem."

00:06:11-00:06:21 "they're not ever built in a way where that was a core tenant."

00:09:25-00:09:36 - "it's really, uh, exciting, but also like, okay, how do we, how do we, how do we process all that?"

00:13:37-00:13:47 - "People talk about it all the time, but what they actually mean is just backing up what they already decided with any data they can find to support it."

00:15:15-00:15:25 "Data can tell a story and you can leverage data in multiple ways to tell the story you want it to."

00:20:28-00:20:39 - "Everyone's like, data, data, data. And it's the one tool to roll them on. It's like, well, the one tool to roll them all at the end of the day comes down to your accounting system and making sure your books are in order."

00:24:08 - "And what it really came down to is the biggest, well, how the fuck do we fix that, was our accounting system wasn't up to what we needed it to be."

00:27:31-00:27:42 - "How do we solve that problem? Where are we not profitable? Why? And then once we figure that out, it's okay. What can we, what kind of data can we give them to, Hey, this is our path to profitability."

00:30:38 - "changing process or implementing process for process sake changes nothing."

00:32:33-00:32:43 - "it's supposed to set you up where you could have scalable, repeatable processes to make things more efficient and better and better experiences."

00:35:00 - "A lot of people hear automation in the same way they hear AI or robotic or whatever buzzword or tech word is used and think all they're trying to do is save money and replace jobs."

00:37:47-00:37:57 - "Life is a series of problems, complex problems that we have to solve."

00:41:26-00:41:37 - "I like how you say modernization, right? And with the modernization comes data integrity."

00:43:46-00:43:57 I do not think airlines could have done a worse job than they have over the past 20 years. No

00:46:30 - 00:46:40 "And it's really cool that you have put so much time, energy, and effort to create that base layer with your small team."

Connect:

MCR Hotels: https://www.mcrhotels.com

Kyle McCaig: https://www.linkedin.com/in/kyle-mccaig/

Omniboost: https://omniboost.io/

Rob Napoli: https://www.linkedin.com/in/robnap/

Rob Napoli: https://www.robnapoli.com/

Show Produced by: Niranjan Deshpande (Nick), Broken Frames Studio, www.brokenframesstudio.com

Step into the world of storytelling in business. Shawn P. Walchef, Kees Zorge, and Rob Napoli come together for a spontaneous exploration of the industry. Recorded on the fly, this episode captures the essence of candid conversations and unfiltered insights. They discuss the importance of true connections, resilience, and the impact of humanising brands.

Join the trio as they delve into the simplicity and power of podcasting, sharing genuine perspectives on building a successful and resilient business in the digital age. From debunking misconceptions to personal anecdotes, this jam session is a treasure trove of wisdom for entrepreneurs and industry enthusiasts.

Embark on this unscripted journey filled with raw reflections and authentic exchanges. Tune in now to experience the energy and spontaneity of this hospitality jam session firsthand.

Don't miss out! Subscribe, like, rate, and review for more (impromptu) insights from the world of hospitality.

Timestamps:

[00:01:38] Running a podcast on-the-go.

[00:05:23] Earbud etiquette.

[00:09:12] Podcast guest representation.

[00:10:46] The magic of Omniboost.

[00:16:02] Podcasting and Legacy Media.

[00:19:12] Genuine connections and curiosity conversations.

[00:23:22] Frustration leading to business opportunity.

[00:26:21] Explaining OmniBoost to kids.

[00:29:17] Growing a team from 4 to 50.

[00:34:40] Resilience in Business.

[00:35:27] The power of storytelling.

[00:40:15] Wearing a white tank top.

[00:44:35] Networking on LinkedIn.

[00:46:34] Stay curious, get involved.

Quotes:

00:00:25 - "And it's not about being commercial or telling how great we are, but actually sharing the view on where the hospitality is moving towards."

00:08:37 - 00:08:47 - "Yeah. And it's funny because every, at every airport, somebody is like, Oh, are you a content creator? And I was like, yeah, I run a pod. I run a couple of podcasts and they're always like, Oh, I'm a music artist or I have a content creator here. And like, wait, wait, that's all you need to record. I'm like, yeah, I have an H six recorder, three good mics and two iPhones. Like, Oh, I have a lot more stuff now. I was like, yeah, you don't need it."

00:10:46 - "Omniboost has to be in Chicago. Chicago is the Superbowl of technology, of restaurants, of hospitality."

00:13:34 - "They don't have the courage to post it. They don't have the courage to trust Rob."

00:16:23-00:16:33 - "they're charging 5,000, 10,000, $15,000 a month with no guarantee of placement."

00:19:23 - "We will be friends forever. Just you wait and see."

00:21:59 - "Sean, that has been our challenge since the beginning. I don't want to sound arrogant, but we've got freaking amazing tech."

00:25:50 - "What is digital hospitality? Explain it to a six year old."

00:26:32-00:26:42 - "Yeah. That's what we do. We help you remember"

00:28:55-00:29:06 - "I fucking hate ego."

00:34:02-00:34:12 - "So if that's the competition, and I know that the people that will listen to this, that will watch this, we're a rare breed of people. That it's just, we're never gonna stop until we figure it out. And when we figure it out, we're only gonna make it better. It will never stop. Today is the worst day it will ever be. That's where the fun is, right? That's exactly where the fun is."

00:35:27-00:35:37 - "Tell us a fucking story. Tell us a story."

00:38:02-00:38:12 - "They care about you and the story. They care about Kees. They care about Adam Harris. They care about Amon Narang and Steve Fredette."

00:45:16 - "No one came to tell our story, so we decided to tell it ourselves."

Connect:

Cali BBQ Media: https://calibbq.media/

Omniboost: https://omniboost.io/

Shawn P. Walchef: https://www.linkedin.com/in/shawnpwalchef/

Kees Zorge: https://www.linkedin.com/in/keeszorge/

Rob Napoli: https://www.linkedin.com/in/robnap/

Rob Napoli: https://www.robnapoli.com/

Check out Shawn’s episode on Hospitable: https://youtu.be/TNRiBnSeL-w?si=BOOjBQ1LCTXheKVL

Check out Rob’s episode on Digital Hospitaity: https://youtu.be/etwbjcegGUE?si=z1t_DNjpSp76Z_qe

Show Produced by: Niranjan Deshpande (Nick), Broken Frames Studio, www.brokenframesstudio.com

Step into the world of unparalleled hospitality. Rob Napoli invites you on an exhilarating exploration alongside Ernest Lee, the Chief Commercial Officer of citizenM. Positioned within the pulsating Nomad district of Manhattan, this episode unveils the essence of global hospitality excellence.

Embark on a journey through the visionary ethos of citizenM, as Rob and Ernest unravel the intricate tapestry of design, purpose, and innovation that distinguishes citizenM amidst the hospitality elite. From their iconic identity to groundbreaking marketing maneuvers, delve into the essence that renders citizenM an epitome of accessible luxury and unparalleled guest gratification.

Discover the strategic vision propelling citizenM forward, navigating the complexities of global team orchestration and charting a course towards future triumphs, including strategic expansions and a resurgent focus on business travel renaissance. From riveting travel tales to uproarious anecdotes, this episode blends valuable insights with captivating narratives, promising an enriching auditory odyssey.

Tune in now to delve into the captivating universe of citizenM and stay attuned to the pulse of hospitality and travel trends.

Don’t forget to subscribe, like, rate, and review!

Timestamps:
[00:03:23] Global expansion and new locations.
[00:07:16] Consistency in customer experience.
[00:08:30] Making hospitality more human.
[00:12:38] Managing a distributed team.
[00:17:27] Building a kind team.
[00:20:07] Adapting to ambiguity in business.
[00:26:35] Customer experience and rewards.
[00:28:41] Leveraging memes for brand resonance.
[00:33:43] A memorable travel experience.
[00:34:37] Connecting on LinkedIn and travel.

Quotes:
00:06:26-00:06:36 - "If you see a Citizen M room, you know you're in a Citizen M room, right? You can't say the same for many of the other big brands because they all start to look alike and they all blur together."
00:10:24 - "putting it into existence, something that wasn't there before is highly motivating and highly energetic."
00:11:49-00:11:59 - "the most difficult is getting people to work in one direction."
00:16:18 - 00:16:28 - "be able to commit to that type of inconsistency."
00:18:01-00:18:11 - "You could hire very, very smart people, but the moment that they're an asshole, it messes up everything, right?"
00:21:01 - "I love people that know what to do and they don't know what to do."
00:23:02-00:23:12 - "I'd rather you make a mistake doing some sort of action and figuring it out together."
00:27:50 - "B2B marketing on LinkedIn should not be too differentiated from B2C marketing, which is if you look at like the pure foundation of like social media, why does it exist, right? It's escapism, right? It's a form"
00:31:08 - "so much shit can go wrong from like I've missed you know flight connections and gotten delayed and you know at some point you're just like you know what like it doesn't it's not worth getting upset because you're still on the strip and"
00:33:43 - "Because it sounds like a good memory."
00:34:05-00:34:15 - "And that's what I love so much about travel. And that's where I think when hospitality is done right, and you focus on the customer experience, any experience, good or bad is memorable."

Connect:
Omniboost: www.omniboost.com
Rob Napoli: https://www.linkedin.com/in/robnap/
Ernest Lee: https://www.linkedin.com/in/ernest-lee-14a1ba4/
citizenM hotels: https://www.citizenm.com

Show Produced by: Niranjan Deshpande (Nick), Broken Frames Studio, www.brokenframesstudio.com

Step into the captivating world of ITB with Rob Napoli as your guide, joined by Olga Rodriguez, the esteemed Director of Global Alliances at IDeaS. Olga's fervor for the event radiates as she highlights the transformative potential of automation, AI, and data in shaping hospitality's future.

Her insights, enriched by IDeaS' contributions to revenue management and partnerships like CloudBeds, paint a vivid picture of industry evolution. But amidst the professional discourse, Rob and Olga share intimate travel tales, reinforcing the value of human connection in a digital age.

Join us for an enlightening dialogue on the horizon of hospitality and the collaborative spirit propelling innovation.

Don’t forget to subscribe, like, rate, and review!

Timestamps

00:00:00 - The Importance of Automation and AI

00:00:39 - Introduction to Hospitable Podcast at ITB

00:01:02 - Olga's Experience at ITB

00:01:52 - What is Ideas and the Role of Global Alliances

00:03:22 - The Role of Automation in Hospitality

00:04:47 - Behind the Scenes of Data-Driven Decisions

00:06:09 - The People, Processes, and Systems Triangle

00:07:54 - The Evolution of Hospitality Experiences

00:08:09 - Olga's Journey into Hospitality

00:09:12 - The Unique Aspects of the Hospitality Industry

00:10:58 - Ideas' Impact and Goals for the Year

00:11:17 - The Importance of Ecosystem and Partnerships

00:13:35 - Excitement for Industry Changes in 2024

00:14:09 - The Significance of Open APIs and Standards

00:15:05 - Simplifying Processes with Standards

00:16:24 - Ideas' Big Announcements and Growth

00:17:14 - The Impact of MICE on the Hospitality Industry

00:18:28 - Personal Goals and Impact in the Industry

00:19:07 - The Importance of Trade Shows in Hospitality

00:20:17 - Preparing for ITB and the Value of Face-to-Face Interactions

00:22:23 - A Memorable Travel Story

00:25:16 - Connecting with Olga

00:25:53 - Closing Remarks and Podcast Outro

Quotes

• 00:00:21 - "But the purpose of it is you give more time to people to focus on their strategy, to focus on how do we work with the teams, integrate the different disciplines to really drive performance for the hotels."
• 00:03:43-00:03:54 - "The goal behind automation is not to replace something. It's to speed up something so you can creatively think and work on bigger solutions and solve bigger problems."
• 00:06:19 - "one of our missions is to give humans time back"
• 00:10:03 - "hospitality only works with the customer experience."
• 00:13:46-00:13:56 - "I love the term cooperation where competitors cooperate, because when you collectively are working to solve problems in the space and you talk openly, that's where things really get interesting."
• 00:15:55-00:16:05 - "How do we democratise revenue management? How do we bring this discipline that really makes a difference, but how do we bring it to the independent hoteliers."
• 00:19:28 - "I think growth is It's amazing that there's opportunity for large-scale growth and there's opportunity"
• 00:21:45 - "And nothing beats that, the energy of being in a room with somebody across the table or over a microphone."
• 00:25:04 - "No questions asked, just you need this. We will do it for you. Do not worry."

Connect

• Omniboost: www.omniboost.com
• Rob Napoli: https://www.linkedin.com/in/robnap/
• Olga Rodriguez: https://www.linkedin.com/in/olgarodrigues/
• IDeaS: https://ideas.com/
  
  

Filmed on location at ITB Berlin: https://www.itb.com/en/itb-berlin-for-visitors/itb-convention/

Show Produced by: Niranjan Deshpande (Nick), Broken Frames Studio, www.brokenframesstudio.com