Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit.

We unpack how Mardi Gras actually runs: krewes as volunteer-driven engines, throws as branded inventory, and citywide logistics that keep guests delighted while operators manage risk and cost. The result is a playbook for festivals, hotels at peak demand, and large events under pressure.

• Krewes as nonprofit producers with bylaws, committees, insurance, and budgets
• Scale of floats, fleet management, storage, maintenance, and safety
• Throws as inventory, branding, and guest memory design
• Parade formats as market segmentation and audience strategy
• Royal courts and celebrity monarchs as media amplification
• Economic impact vs thin margins during peak demand
• Workforce access, parking, barricades, and shift design
• Industrial overnight cleanup and city reset operations
• Balls as dome-scale productions with major headliners
• Rider costs, discretionary spend, and participatory value
• Volunteer leadership structures and transferable skills
• Key lessons for hospitality under pressure

Until next time, take care of your people, respect the data, and always tip housekeeping

Support the show

Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit.

New Year’s Eve looks like glitter from the front and a pressure cooker from the back. We open the doors on the most volatile night in hospitality and map the patterns that repeat every year: surging crowds, elastic time, drinks that multiply problems, and expectations that leap past capacity. I walk through “Operational Disaster Bingo” not as a joke, but as a practical field guide to recurring failure points—lost phones and shoes, ice machines quitting, bathroom lines turning diplomatic, DJs blaming gear, and the occasional fire alarm pulled like it’s party décor.

Rather than promise control, I lean into readiness. We break down how great managers set the tone with a calm voice, clear directions, and ruthless triage. You’ll hear how I assign roles for guest flow, bar throughput, and back-of-house comms, and why short radio language beats frantic over-talking when midnight compresses minutes into seconds. We talk pre-staged fixes—backup ice, queue management, quick-clean kits at choke points, and a fast-response pair to neutralize “moment killers” before they ripple.

Then we sit with the paradox of midnight itself. For ninety seconds the room hums with connection, and then reality snaps back—the mess, the spill, the guest who wants to rewind time. The work is to protect safety and dignity without losing the joy. That’s where hospitality shines: pulling off something truly memorable under maximum strain, and making meaning from the madness. If you’ve survived a New Year’s in ops, you know the pride that lingers long after the confetti. If you’re heading into one, this playbook will help you brace, not break.

If this resonated, follow the show, share it with a teammate who’s on the NYE roster, and leave a quick review—what’s the one bingo square you always prepare for?

Support the show

Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit.

The calendar says holiday, the operation says stress test. We open the doors on December and talk honestly about what it takes to build a Christmas schedule that doesn’t break your team—or your spirit. Rob Powell, hospitality lecturer and industry lifer, unpacks the art of negotiating time-off requests, the difference between empathy and enablement, and the cultural power of rewarding the people who raise their hands to cover when it matters most.

You’ll hear a taxonomy of holiday asks—from the reasonable to the wildly creative to the spiritually ambitious—and practical ways to set boundaries without losing trust. We honor the shift-covering “unicorns” who keep December running, and lay out real recognition moves that boost retention: first choice of future shifts, public praise, small perks, and protection from burnout. Then we step onto the floor for a vivid tour of Christmas morning service: pajama-clad guests, sugar-charged kids, parents on fumes, burnt waffles, pool questions, and an endless search for batteries. Through it all runs the thread that defines hospitality at its best: showing up, staying calm, and creating warmth for strangers who will remember your kindness long after checkout.

If you manage schedules, lead frontline teams, or just need a dose of camaraderie from someone who’s been there, this story-driven episode blends humor with hard-won tactics. Expect insights on staffing models, fair incentives, cross-training for coverage, and post-peak debriefs that actually improve the next rush. More than anything, you’ll walk away with renewed purpose: we don’t just keep doors open; we keep the world turning while others pause. Subscribe, share with your crew, and leave a review with your best holiday scheduling tip—we’d love to learn what saved your December.

Support the show

Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit.

We take apart the holiday myth of “silent night” and show how sold-out rooms, strained kitchens, and flickering lights reveal the real work and real heart of hospitality. Through absurd guest requests and staffing puzzles, we find the meaning that keeps teams going.

• the gap between holiday calm and operational chaos
• department-by-department December pressure points
• handling high and unusual guest expectations with grace
• staffing as a seasonal miracle and culture test
• small acts of care that define true hospitality
• why memories and meaning outlast the decorations

Subscribe, share, and remember, housekeeping may not have come, but Santa always does

Support the show

Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit.

The finish line is a lie, especially when you teach hospitality. Grades are due, coffee runs dry, and the inbox lights up with pleas, confessions, and the occasional miracle. We open the door on what finals week really feels like for a hospitality instructor who refuses to teach only from a podium. From a casino floor to a hotel balcony on Bourbon Street to the back of a festival tent, the work stays alive in the field—and that’s where the lessons stick.

We talk candidly about the sprint of assessment, the emotional weight of student stories, and the standards that keep the craft honest. You’ll hear why late-night grading sometimes blurs into accidental Uber-receipt audits, how we balance compassion with clarity, and where we draw the line so students grow from consequences, not just comfort. Along the way, we name the wins that fuel us: a first-gen student crushing an internship, a shy sophomore leading a tough team, a senior landing a job offer and finally feeling like they belong, and colleagues getting the recognition they deserve.

Break is a myth with a thin edge of truth. While the world imagines ski trips and naps, we’re revising syllabi, updating Blackboard, polishing rubrics, and finding that next bucket of pixie dust to restore purpose. Then the road calls again: filming course content in busy kitchens and hotels, crashing Mardi Gras crew meetings to study logistics in the wild, advising student teams on hotel development, and shaping a book manuscript that captures how operations and guest experience really meet. The throughline is simple: you don’t just talk about hospitality—you live in it, so students can see what success looks like under pressure, in real time.

If you’ve ever juggled deadlines, fieldwork, and the relentless pace of service, this one’s for you. Hit follow, share with a friend who needs a morale boost, and leave a quick review telling us the most unforgettable finals-week moment you’ve had. And if you spot us at a hotel bar, say hi—we’re always up for a good story.

Support the show

Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit.

Lost and Found departments in hotels are memory banks of misadventures where hospitality meets humanity through the forgotten items guests leave behind. The things we abandon and how staff returns them reveal profound truths about exceptional service and human dignity.

• Every forgotten item tells a story - from earrings suggesting first dates to stuffed animals serving as security blankets
• Discretion is a professional skill requiring staff to log, clean, tag, and return items without judgment
• Trust builds when guests call frantically about lost items and staff responds with reassurance
• Lost and Found represents emotional recovery, helping guests regain control and feel whole again
• Great service happens in small moments that require both professionalism and heart

Join the University of Arkansas hospitality management program to learn how to lead with heart, even when returning items that buzz.

Support the show

Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit.

The mysterious world of hotel budget meetings takes center stage as we reveal what really happens when hospitality leaders gather to plan their financial future. Far more than a simple accounting exercise, these high-stakes sessions determine everything from the freshness of your morning lobby coffee to the responsiveness of front desk staff.

Budget meetings represent the ultimate test of leadership in hospitality. We explore how exceptional general managers transform spreadsheet exercises into strategic roadmaps, balancing immediate operational needs against long-term vision. Through candid discussion, we reveal how small budgetary decisions—like investing in a new espresso machine—might not directly impact revenue metrics but can dramatically increase guest loyalty and repeat bookings.

Labor forecasting emerges as the most delicate and consequential element of hotel budgeting. Cut too deeply, and guest service suffers alongside team morale; staff too generously, and ownership begins asking uncomfortable questions. We examine how successful leaders approach this challenge with the same care they bring to relationship building—thoughtfully balancing guest needs, team welfare, and financial responsibility. The podcast also unpacks the art of departmental diplomacy as every division from F&B to Housekeeping makes passionate cases for additional resources, and how exceptional leaders manage these competing priorities while maintaining team cohesion. Whether you're a hospitality professional, a business leader, or simply curious about what happens behind the scenes at your favorite hotel, this episode provides valuable insights into how the best in the business transform financial planning into strategic advantage. Listen now to discover how great hotels turn spreadsheets into unforgettable guest experiences.

Support the show

Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit.

A captain who hands his hat to a guest and says everyone gets a turn at the helm sets the tone for everything that follows. We take you aboard Silver Sea to unpack how leadership by presence, empowered teams, and intentional systems turn service into a living performance. From a butler who anticipates needs before they’re voiced to a maître d’ who quietly opens a fully booked room, each moment feels spontaneous because the structure behind it is strong.

We dive into the core mechanics of hospitality excellence: trust cultivated from the top, culture that spreads through visibility, and personalization that treats menus as starting points rather than limits. You’ll hear how a president who mingles and remembers names creates the conditions for humility, pride, and speed. We explore the power of emotional performance indicators—tone, warmth, cadence—that don’t show up on dashboards but define the guest experience. And we follow the “invisible rehearsal” that keeps standards high, from a floor repair handled within the hour to thoughtful accessibility for a guest recovering from surgery.

If you lead teams in hotels, restaurants, resorts, or any service-driven business, this story offers practical playbook moves: give clear guardrails, model the behavior in public, reward initiative, and let your people say yes. The result is a brand promise built on possibility, where luxury means agency and every employee believes they’re part of the show. Join us for a field guide to culture you can feel—leadership that dances, service that breathes, and moments guests measure everything else against.

If this resonated, follow the show, share it with a colleague, and leave a quick review so others can find it. Your feedback helps us keep the champagne chilled and the stories coming.

Support the show

Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit.

The story starts where most vacations don’t: on a loading dock at dawn. Forklifts hum, pallets of champagne and butter stack like sheet music, and a quiet army turns chaos into calm. From that first backstage beat to a water taxi skimming across Venetian canals, we follow every cue that transforms logistics into emotion and makes a guest feel like the lead in their own film.

We share how frictionless travel works in practice—door-to-door transfers, invisible paperwork, and the subtle choreography that keeps arrivals unhurried. Boarding becomes theater with velvet ropes, string quartet attire, and champagne that reframes forms and signatures as celebration rather than bureaucracy. The welcome sets tone and trust, and the suite isn’t just a room; it’s a signal that you belong. Our butler, Pew, shows what anticipatory care looks like, while head waiter Ivan explains why a cruise once delayed for butter wasn’t about dairy—it was about the keystone details that hold an entire promise together.

Beneath the glamour sits the hidden symphony: inventory, timing, storage, and staging that make service feel effortless by design. We explore why empathy and consistency beat grandeur, how operational excellence becomes emotional delivery, and why the future of hospitality belongs to brands that compete on orchestration as much as luxury. If you lead teams, design guest journeys, or simply love great service, you’ll find practical takeaways on mapping interruption points, training to sincerity, and preparing for guests long before they arrive.

If this resonated, follow the show, share it with a friend who cares about service, and leave a quick review so others can discover the journey.

Support the show

Got podcast love, a plot twist, or a lost-and-found tale? Send fan mail here. Bonus points for wit.

The elegant chaos of hospitality leadership reveals that your greatest challenge isn't occupancy or food costs, but preventing staff from doing something weird when you're not watching. This episode explores how witnessing a server lick their fingers before handling buffet utensils represents not just a food safety issue but a fundamental leadership challenge.

• Culture is built daily through behavior, tone, story and correction
• Laminated SOPs mean nothing if not modeled by leadership
• Pre-shift meetings are critical five-minute windows to realign, motivate and connect
• Correct with humor not humiliation to teach without scarring
• Small details define your leadership legacy both with team and guests
• Leadership means teaching the obvious and reinforcing the consistent

Join us at the University of Arkansas Hospitality Management Program, where we turn lessons into legacies.

Support the show