On this episode of Defining Hospitality we’re shining a spotlight on the work of a previous guest and fellow hospitality podcaster. Josiah Mackenzie is the publisher of Hotel Operations, and the host and writer of the Hospitality Daily podcast and blog. We’re excited to share this compilation episode with recent interviews from Josiah’s podcast. The guests featured today are CEO & President of Four Sisters Inns Tamara Mims, General Manager at the Enso for Kimpton Hotels Marlon Smith, Founder of The June Britt Morgan-Saks, and VP of Strategic Growth at eBerry by Nordic Choice Hotels Christian Lundén. We hope you enjoy. 

Tamara Mims: “Don't nickel and dime your guests.”

• Key Takeaway: Complimentary amenities go a long way in increasing the value a guest has at your establishment. The hotels Tamara works with often offer complimentary wine and cheese, parking, internet, and even bicycles for guests to enjoy. While you need to increase room rates to balance out expenses, offering these amenities makes guests feel special.  
• Episode: https://podcast.hospitalitydaily.com/2103299/12407793 
• LinkedIn: https://www.linkedin.com/in/tamaramims/ 
• Company: https://www.foursisters.com/ 

Marlon Smith: “We are ambassadors.”

• Key Takeaway: In the hospitality industry, you get to be an ambassador for your local community. You should be providing your guests with the keys to the local experiences that highlight the culture and history of your area. Ultimately, you want your guests to be as excited about the area as you are. 
• Episode: https://podcast.hospitalitydaily.com/2103299/12198882 
• LinkedIn: https://www.linkedin.com/in/marlon-smith-5329a856/ 
• Company: https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 

Britt Morgan-Saks: “Lessons for hospitality from NYC nightlife.”

• Key Takeaway: The “vibe” and feeling of a space is what will ultimately make repeat guests out of first-timers. That magical, exciting, energetic feeling is the most important aspect, but replicating it at scale can be difficult. You can’t be everywhere at once, so hiring people who can bring the same energy and experience is crucial. 
• Episode: https://podcast.hospitalitydaily.com/2103299/12158043 
• LinkedIn:https://www.linkedin.com/in/britt-morgan-saks-93506253/ 

Christian Lundén: “How we are providing hospitality outside the walls of our hotels.”

• Key Takeaway: Your most frequent guests may only spend 60 days at your location, and creating that feeling of hospitality for the rest of the year is a challenge. To address this Christian’s company created a “hotel feeling” service that provides cleaning, bathrobes, soaps, and more directly to your house. 
• Episode: https://podcast.hospitalitydaily.com/2103299/12268901 
• LinkedIn: https://www.linkedin.com/in/christian-lund%C3%A9n-64180a25/ 
• Company: https://www.nordicchoicehotels.com/ 

Josiah’s Links:

• LinkedIn: https://www.linkedin.com/in/josiahmackenzie/ 
• Hotel Operations: https://hoteloperations.com/
• Hospitality Daily: https://www.hospitalitydaily.com/ 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419