In this episode, Jennifer Krapp, head of restaurant operations at The Indigo Road Hospitality Group, shares her journey in hospitality and the importance of self-care in avoiding burnout.

Listeners will learn:

• How Jennifer's love for hospitality and acts of service started at a young age (01:43)
• The inflection point in her career that put her on the path to where she is today (04:28)
• How Jennifer kept going and led her team through a major setback (06:27)
• The importance of mindset and resilience in handling challenges (07:08)
• Jennifer's role at The Indigo Road Hospitality Group and her experience opening 14 restaurants in three and a half years (09:26)
• Her personal experience with burnout and the steps she took to recover (10:09)
• The daily practices Jennifer has implemented to avoid burnout, such as morning exercise and setting boundaries between work and home life (11:49)
• The importance of making time for self-care (14:57)

If you enjoyed this, check out my other episodes with leaders from The Indigo Road Hospitality Group, including:

• How "Transformational Hospitality" Changed My Life (And Can Change Your Business) - Steve Palmer
• Culture As A Business Model: How We Turn Employee Satisfaction into Profits - Steve Palmer
• Hospitality Starts In Your Office - Katharine Ames
• Let's Create A World of Abundance Through Hospitality - Steve Palmer

A few more resources:

• If you're new to Hospitality Daily, start here. 
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
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• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If 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, Micah Solomon, author, speaker, and customer experience expert, shares lessons he's learned from top hospitality leaders.

• 00:44 - The importance of instant correction, as taught by Patrick O'Connell, head of the Inn at Little Washington
• 02:00 - How empowerment is not just a token gesture but a crucial part of an employee's duties, as taught by Hervé Humler at the Ritz-Carlton
• 03:03 - The value of proactive service, as demonstrated in a story from Horst Schulze, another founder of the Ritz-Carlton

A few more resources:

• If you're new to Hospitality Daily, start here. 
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If 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, Micah Solomon shares advice for hospitality leaders on creating a culture that empowers employees to delight guests.

Listeners will learn:

• The importance of proper employee selection, considering both technical skills and interpersonal abilities (00:50)
• How to create a culture where exceptional performance becomes "how it's done around here" (01:44)
• The impact of senior leadership and veteran employees on setting the tone for new hires (02:26)
• How Apple Stores learned from the hospitality industry to provide exceptional customer service (04:21)
• The role of training and a "culture of yes" in fostering employee excitement and customer-centric behavior (05:46)

A few more resources:

• If you're new to Hospitality Daily, start here. 
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If 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, Micah Solomon, author, speaker, and customer experience expert, shares insights on creating memorable experiences for guests and customers through the power of presence.

Listeners will learn:

• The importance of giving customers your full attention and stopping conversations with colleagues when a customer approaches (01:43)
• Understanding the dislocated state of mind customers are in, especially in the hospitality industry, and the need for empathy (02:43)
• Avoiding overused questions and instead asking fresh, engaging questions (04:26)
• The significance of attentiveness, creativity, and having enough staff to provide exceptional service (06:00)
• The Ritz-Carlton's approach to empowering staff to create "wow" experiences for guests (06:25)
• An example of The Ritz-Carlton, Dove Mountain going above and beyond to create a memorable Hobbit-themed experience for a guest's birthday (07:18)
• The importance of recognizing when it's not the right time for a "wow" experience (09:13)

A few more resources:

• If you're new to Hospitality Daily, start here. 
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If 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, Micah Solomon, author, speaker, and customer experience expert, shares insights on the importance of service in the hospitality industry and how businesses can stand out, drive word of mouth, and succeed.

• Examples of service excellence (01:06) - How companies like Ritz-Carlton and Audi of America use exceptional service as a competitive advantage.
• The impact of word of mouth (01:58) - How word of mouth and online reviews influence customer decisions and the importance of creating memorable customer experiences.
• Challenges and opportunities in hospitality 04:21) - Observations on the hospitality industry over the past five years, including the impact of COVID-19 and rising customer expectations.
• Cost-effective ways to improve service (05:35) - Strategies for improving service without significant capital investment, such as focusing on customer interactions and avoiding ineffective cost-cutting measures like check-in kiosks.
• Personalized guest experiences (06:32) - The importance of personalized service and how different guests have different preferences, including the use of mobile check-in options.

A few more resources:

• If you're new to Hospitality Daily, start here. 
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If 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, Micah Solomon, a customer service expert and author, shares his insights on creating memorable customer experiences and elevating businesses to the highest level of customer service.

Listeners will learn:

• The three levels of customer service and why businesses should aim for the top level (01:01)
• How Micah conducts idiosyncratic mystery shopping to assess a company's customer service (02:15)
• The importance of using appropriate language, greeting customers promptly, and handling complaints without getting defensive (03:07)
• Micah's background in running a successful manufacturing company and co-authoring a book with a Ritz-Carlton Hotel Company representative (03:57)
• How Micah's childhood experiences and attention to detail led him to his current profession (05:02)
• The applicability of customer service principles across various industries, as they are rooted in understanding human nature (06:31)

A few more resources:

• If you're new to Hospitality Daily, start here. 
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If 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, Dina Belon, president of Staypineapple Hotels, shares insights on the evolution of sustainability in the hospitality industry and how it's becoming a crucial factor in attracting guests and group business.

Listeners will learn:

• The role of industry associations in providing a single, unified sustainability certification for hotels (01:47)
• Why sustainability isn't just about cost but about creativity and mental energy (02:49)
• How guest preferences, especially in the business and group travel sectors, are driving the push for more sustainable practices (03:19)
• The shift towards data-driven, scientifically-based sustainability reporting (04:42)
• The importance of third-party verification, such as Green Key Global, in marketing a hotel's sustainability efforts (06:18)

A few more resources:

• If you're new to Hospitality Daily, start here. 
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If 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, Casey Barks, Vice President of Marketing at Staypineapple Hotels, shares his insights on how Staypineapple has digitized and streamlined its influencer management process.

Listeners will learn:

• The tools and metrics Staypineapple uses to evaluate an influencer's true monetary value (03:52)
• Their innovative approach to influencer contracts, ensuring accountability and protecting the hotel's interests (06:50)
• Why influencer marketing is set to become even more significant in the future and how the hospitality industry can do it right (10:29)

A few more resources:

• If you're new to Hospitality Daily, start here. 
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If 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, Dina Belon, President at Staypineapple Hotels, shares insights on their innovative approach to working with hotel owners and investors. Mike Hirschler, the company's Chief Growth Officer, discusses the challenges that have held back many in the industry and how Staypineapple is addressing them. Casey Barks, the company's VP of Marketing, explains how they're capturing the magic of their brand to drive demand and accelerate business growth.

Listeners will learn:

• The challenges with the traditional hotel business model and fee structures that owners and investors are struggling with (01:30)
• How Staypineapple's centralized model allows for a more efficient approach to hotel management (02:57)
• The importance of innovation (08:21)
• The structural barriers to innovation in the hotel industry and how Staypineapple is overcoming them (11:28)
• The benefits of building relationships and taking a long-term approach (30:59)
• How Staypineapple is leveraging technology to provide a competitive advantage (39:40)
• The power of a playful and genuine brand in driving recognition and demand (46:33)
• The marketing rule of three and the importance of having your brand drive interest and curiosity (48:47)

A few more resources:

• If you're new to Hospitality Daily, start here. 
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If 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

This episode is part of our series with Staypineapple Hotels. Listen to episode 1, episode 2, and episode 3 if you missed them.

In this episode, Dina Belon, President at Staypineapple Hotels, shares how they use technology, including AI, to enhance personalized service and create memorable guest experiences.

Listeners will learn:

• How Staypineapple pushed its technology partners to align with their goal of delivering hyper-personalized service (01:34)
• The importance of collecting and using actionable guest data across the portfolio to build stronger guest relationships (04:58)
• Why Staypineapple is integrating its POS system with its PMS to eliminate transactions and allow staff to focus on engaging with guests (06:24)
• The need to utilize AI to help build better relationships, not eliminate human interaction (07:45)
• How Staypineapple created its own AI, "Chat Pineapple," which is learning from all of the company's intellectual property (09:40)
• The goal of using AI to replace traditional SOP manuals and provide contextual, conversation-based training for employees (11:04)
• An example of how Chat Pineapple assists staff in drafting authentic responses to guest reviews (12:58)
• The belief that AI will give the hospitality industry the ability to be more hospitable and cater to guests' desire for human connection and memorable experiences (14:30)

If you enjoyed this, listen to my earlier conversation with Dina here: How We Are Upgrading Our Hotel Tech To Delight Our Guests

A few more resources:

• If you're new to Hospitality Daily, start here. 
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If 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