Most hospitality hiring is broken because it looks for the wrong thing. Nicole Antonio Gadsdon argues that the future belongs to leaders who hire for presence, empathy, creativity, and what she calls high hospitality quotient - not just a polished CV.

Mauricio Schuler sits down with Nicole, founder of Banana Pepper HR and author of Help Wanted, to unpack how an unconventional career path through banking, recruitment marketing, and luxury resort openings led her to a radically better way to build teams. 

From a catamaran-based hiring day in Antigua to rebuilding people and culture through Hurricane Irma and COVID, Nicole shares the real-world lessons that changed how she sees talent, retention, and leadership.

You'll discover:

• Why competency interviews and CVs often miss the best people
• How to spot culture contribution instead of vague "fit"
• The 3-part Tuesday morning reset every leader can use to improve hiring
• How to ask story-driven questions that reveal resilience, empathy, and character
• Why HR, marketing, and guest experience are really two sides of the same hospitality coin.

Nicole also breaks down why hospitality has a PR problem, how AI and ATS tools should be used without outsourcing human discernment, and why independent and boutique properties are often best positioned to embrace more human hiring.

 Her belief is simple but powerful - if you practice hospitality in every interaction, you build teams that stay, grow, and deliver experiences people remember.

Essential listening for hospitality leaders, recruiters, GMs, and anyone tired of hiring people who look great on paper but never truly thrive. 

If you want to build a team that feels as exceptional as the guest experience you promise, this conversation is your blueprint.

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Connect with Nicole: https://www.linkedin.com/in/nicoleantoniogadsdon/

Buy the Book: https://www.amazon.co.uk/Help-Wanted-rule-breaking-extraordinary-hospitality/dp/1781339554

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Schulering: Evolving Hospitality through Learning.

The Future of Concierge Services in Hospitality

Most hotels can sell a room. Very few create a feeling guests remember - and Burak Ipekci explains why the concierge is often the difference between an overnight stay and a true hospitality experience.

Mauricio Schuler sits down with Burak Ipekci, award-winning Head Concierge and Guest Services professional at the Royal Horse Guards Hotel in London, and General Secretary of Les Clefs d’Or, the Golden Keys association spanning 4,000 members across 80 countries. 

Together they unpack what modern guest experience really demands, why hospitality is still a people-first business, and why the future of concierge is far more human than transactional.

You’ll hear how Burak’s career began with a summer job at 17 and evolved into decades of front-of-house leadership across New York and London, including launching new concierge desks, leading teams in massive city hotels, and representing the global concierge community. 

He shares the leadership lesson that changed his path forever: don’t just pick a job - pick a boss who sees your potential and accelerates it.

We break down how great concierge teams create the elusive “home away from home” feeling through empathy, authenticity, and strong internal communication. 

Burak explains why the best guest experiences are never fake, why a hotel without human connection becomes just a “bed factory,” and how seasoned concierges shape everything from repeat stays to team culture.

The conversation also gets honest about the industry’s biggest challenges, especially post-pandemic recruitment and the struggle to attract young talent. Burak argues that hospitality is not a job, it’s a lifestyle - one built on long hours, constant learning, and the payoff of making someone’s day unforgettable. 

He also shares how mentorship, early exposure, and on-the-job training can turn curiosity into a career.

Finally, Mauricio and Burak tackle the rise of AI and what it means for concierge service. Burak’s answer is clear: technology is a tool, not a threat, and the future belongs to hospitality professionals who know how to use it without losing the emotional intelligence guests actually remember.

Essential listening if you care about guest experience, hotel leadership, talent attraction, or the evolving role of concierge in a tech-driven world.

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Schulering: Evolving Hospitality through Learning.

Hotel tech salaries, hiring, and the truth about AI: what hospitality pros need to know before they jump

Hotel tech is not one market, one pay scale, or one career path - and if you are a hotelier thinking about making the leap, this conversation could save you from a very expensive mistake. Mauricio Schuler sits down with Edouard Clark to break down the salary benchmarks, hiring patterns, and human realities behind hotel tech careers.

Edouard’s path is anything but typical: former rugby player, founder, HR builder, property operator, and now the force behind Hospitality Tech Jobs. That mix of lived hospitality experience and recruiting insight gives him a rare view into what hotel tech companies actually need, what candidates really earn, and why the best hires are often the ones who understand pressure firsthand.

You’ll discover: 

• Why hotel tech salaries vary wildly by geography, product type, and function
• Why the U.S. pays the most, and why France can be especially inconsistent
• Which roles are hardest to fill, from AI engineering to German-speaking sales
• Why customer success can be as stressful as hotel operations
• What the salary benchmark report reveals about sentiment, E-NPS, and surprising gender gaps

Mauricio and Edouard also dig into the recruiting side of the industry. Edouard explains why ex-GMs often thrive in hotel tech sales, why empathy matters more than upselling buzzwords in customer success, and why speaking the local language can make or break a rollout. 

They also go deep on onboarding, expectation setting, and the mistake many startups make by hiring first and figuring out leadership later.

The episode gets especially sharp when the conversation turns to AI. Edouard shares why “human in the loop” will matter more than ever, how AI is already reshaping hiring and job design, and why human judgment still wins when the stakes are high. 

If you are building a hotel tech team, recruiting for hospitality, or wondering whether the industry is really ready for AI-driven change, this is essential listening.

Perfect for hospitality leaders, hotel tech founders, recruiters, and any hotel professional considering a move into tech - this episode is packed with data, hard-earned lessons, and practical advice you can use right away.

---------------------------------

Schulering is a Hospitality Training Consulting company specialized in Employee Experience Design (EXD)

www.schulering.com

[email protected]

Connect with Edouard Clark: https://www.linkedin.com/in/edouardclark/

Hospitality Tech Jobs: https://hospitalitytechjobs.com/

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Schulering: Evolving Hospitality through Learning.

What do you get when you run a 200-year-old historic hotel in Vienna with 80+ employees representing 26 different nationalities and speaking over 20 languages? You get a beautiful human experiment—and a management nightmare if you don't know what you're doing. 

In this episode of Talking Hospitality, host Mauricio Schuler sits down with Alejandro Boucabeille, the former Deputy General Manager at Mercure Grand Hotel Biedermeier Wien. Alejandro isn't just a hotelier; he’s a lawyer, journalist, world citizen, and a literal marathon runner who has lived in more than 10 countries. 

Together, they dive deep into the industry's worst-kept secret: Hospitality leadership is lagging behind.

For decades, the industry has relied on old-school, rigid structures, high employee turnover, and uninspired onboarding. We love to brag about "multiculturalism" on our websites, but when it comes to the actual working conditions, are we doing enough? When your housekeeping team commutes four hours a day just to get to work and back, standard Excel sheets and corporate jargon just won't cut it. 

🔥 What You Will Learn in This Episode:

• The "Visual" Onboarding Hack: Why standard text manuals fail in a multilingual environment, and how Alejandro successfully trains teams using localized, visual-first strategies. 
• Hiring for Heart vs. Hiring for German: The massive struggle to find qualified local talent post-COVID, and why shifting your mindset to hire for "soul" rather than skill is the only way forward. 
• The Ritz-Carlton Secret Power: How a 16-year-old kitchen trainee carried a single service motto in his pocket for decades, and how you can apply it to a budget or premium property. 
• Why Your F&B Concept Might Be Outdated: The psychological trick to making locals fall in love with a hotel restaurant (and why pretending it isn't a hotel restaurant actually works). 
• The "Paintball with the GM" Retention Strategy: Why modern tech apps and AI are great, but absolute "human listening" and actual fun are the ultimate corporate retention tools. 

Tune in to discover how to transform a chaotic, multi-language grid into a synchronized, high-performing "theater" where your team actually goes home happy. 

👉 Listen to the full conversation now and stop managing like it's 1989!

Connect with Alejandro Boucabeille on LinkedIn to talk marathons, philosophy, or hospitality culture.

Review your People & Culture framework, Fix your Hiring Strategy, and Modernize your Employee Onboarding with Schulering. Because Great Hotel Teams are BUILT, not found.

www.schulering.com  

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Schulering: Evolving Hospitality through Learning.

Why is the hospitality industry facing a massive talent exodus? Hint: It’s not just about the long hours or the mediocre pay. It’s a systemic failure of emotional leadership.

For decades, the hospitality sector has operated on an outdated, rigid playbook. Traditional industry leadership has historically ignored the human element, treating employees like replaceable cogs in a 24/7 machine. The result? Burning out our best talent, toxic working conditions, and a post-pandemic mass exodus of passionate professionals who simply said, "Enough."

But while corporate spreadsheets have failed to fix the crisis, the answer might actually lie in a skill we all possess but rarely train: Emotional Intelligence (EQ).

In this episode of The Schulering Hub, host Mauricio Schuler sits down with two incredible industry heavyweights: Vládka Vlaskova, a former luxury hospitality professional turned certified Life Coach, and Nah-Dja Tien, a legendary former General Manager who built some of Europe’s coolest boutique hotels entirely on emotional connections.

What You Will Learn in This Episode:

• EQ vs. IQ: Why being "smart" isn't enough anymore, and why your emotional quotient is the ultimate business superpower.
• The "Falling in Love" Recruitment Strategy: How leading with vulnerability and letting your team be their authentic selves creates a massive competitive advantage (and skyrocketing TripAdvisor reviews).
• The Burnout Trap: A raw, unfiltered look into how even the most successful leaders crash when they ignore their own emotional red flags, and how to spot the warning signs before it's too late.
• The Color Palette of Feelings: Practical, actionable tools (including AI-driven journaling experiments!) to help you label, process, and master your emotions in a fast-paced environment.

If you are tired of the old-school, robotic approach to management and want to discover how human emotions can bring joy, profit, and longevity back to our industry, this conversation is your wake-up call.

Stop pretending. Start feeling.

👉 Hit play to join the journey toward true happiness in hospitality! Don't forget to connect with Vládka and Nah-Dja on LinkedIn to follow their work.

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Schulering: Evolving Hospitality through Learning.

Most hotels keep failing at staff training — but what if the solution is simpler than you think? Sarah Brooks, a top 101 global HR mind, reveals how genuine communication and a focus on core skills can transform staff retention and service quality almost overnight.

In this eye-opening episode, Sarah shares her personal journey from childhood ambition to senior HR expert, highlighting the power of experience, empathy, and intentional training in hospitality. 

You'll discover why on-the-job learning, targeted skills matrices, and authentic leadership are the keys to reducing staff turnover — even in the most high-pressure environments. We break down practical steps for independent hoteliers to build foundational training plans, foster company culture, and engage their teams without massive budgets or complex overhaul.

You'll also hear why traditional training often fails hospitality brands, especially amid high turnover and industry burnout. Sarah discusses the importance of connection, caring for employees' well-being, and leading by example — especially in a post-COVID world where mental health and resilience have become critical. 

Her insights show how transparent communication, personalized onboarding, and small yet impactful gestures (like quality staff meals and inclusive feedback) can dramatically improve morale and loyalty.

Missing out on effective development costs your business in turnover, reputation, and service — but investing in people creates a competitive edge. Whether you're running a boutique hotel or managing large brands, this episode delivers pragmatic, proven strategies to upgrade your staff training and retention today. 

Perfect for hotel owners and managers hungry for real change, it's your blueprint to cultivate a motivated, skilled, and committed team.Sarah Brooks is a globally recognized HR leader with over 20 years of hospitality expertise, known for transforming staff development strategies across multiple markets and hotel types. 

Her practical approach and human-centered philosophy make her insights invaluable for hospitality professionals aiming to elevate their teams sustainably.Learn how to reframe your training culture, empower your staff, and build a hotel that visitors and employees love. 

Because in hospitality, people are the true luxury — and the winning difference.

Fikrah HR: www.fikrahhr.com

Connect with Sarah: https://www.linkedin.com/in/sarahbrooks-hr-passionate/

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Schulering: Evolving Hospitality through Learning.

What if I told you that your housekeepers are your best source of insight?  

In our latest episode, we discuss the invaluable role of housekeepers in understanding guest needs and preferences.  

Host: Mauricio Schuler

Guest Speaker: Julia Krebs

How do you think hotels can utilize this knowledge better? Let’s chat in the comments!  

#Housekeeping #GuestInsights #HotelManagement #Hospitality #ServiceExcellence #Podcast #IndustryInsights #HotelExperience 

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Schulering: Evolving Hospitality through Learning.

Are you still selling four walls and a bed? If so, you’re already behind. 

In this episode of the Schulering HUB Talking Hospitality Podcast, we sit down with Pedro Colaco, CEO of Guestcentric, to dismantle the traditional approach to revenue management and guest engagement. Pedro argues that in an increasingly digital world, guests aren't looking for a hotel—they are looking for memories and emotional resonance. 

We dive deep into the "Hospitality Staffing Crisis" and why the industry’s biggest bottleneck is no longer technology, but the ability to deliver a genuine emotional connection. Whether you are looking for a hospitality staff training solution or trying to reduce hotel staff turnover, this conversation provides the blueprint for balancing high-tech facilitators with high-touch human warmth. 

In this episode, you will learn:

• Why we are moving toward separate websites for "agents" and "humans." 
• The critical link between staff engagement and guest connection. 
• Why you must hire for warmth and train for skill to survive the current market. 
• How to use tech as a facilitator for understanding, not a replacement for soul. 

Tune in to transform your independent property from a commodity into an experience. 

Follow Schulering HUB Talking Hospitality Podcast for more insights into the future of the industry.

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Schulering: Evolving Hospitality through Learning.

Is your hotel still living in the past?

In this episode of the Schulering HUB Talking Hospitality Podcast, host Mauricio sits down with Alexey Kovrigin, a veteran who built the in-house revenue optimization system (ROS) for Starwood Hotels. Now leading Hotel Lab, Alexey is on a mission to prove that revenue management is the "soul" of a profitable hotel business—and most people are doing it wrong.

We dive deep into why "Total Revenue Management" is no longer just a buzzword but a necessity that includes spas, casinos, and even parking lots. If you think your monthly market reports are timely, wait until you hear how Hotel Lab uses AI to generate 20-page, data-heavy reports in just 10 minutes—delivered days after the month ends, not months later.

In this episode, you’ll discover:

• The Three Pillars of RM: Why technology fails without the right process and people.
• The Pricing Simulator: How gamification is fixing the "boring" world of revenue management training.
• The "Unexplored Territory": Where AI is headed and why you need to "embrace technology" to free up your strategy.

Whether you’re a boutique owner or a director of revenue, it’s time to stop "recycling numbers" and start strategizing.

Listen, subscribe, and join the Schulering HUB community to stay ahead of the hospitality staffing crisis and master continuous learning.

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Schulering: Evolving Hospitality through Learning.

The Death of Chatbots & The Rise of Agentic Hospitality

Is the hotel website officially dead? In this episode of the Schulering Hub Talking Hospitality Podcast, host Mauricio Schuler sits down with two industry "heavyweights"—Daniel Doppler, CEO of Quinta, and Philip von Ditfurth from Apaleo PMS —at the Hotel Jalta in Prague to discuss the seismic shift from basic automation to AI Agents.

As we approach 2026, the hospitality landscape is moving beyond the "kindergarten" phase of chatbots. We dive deep into why structured data is the new "quintessence" of the industry and how the Model Context Protocol (MCP) is creating a bridge between Large Language Models (LLMs) and property management systems (PMS).

In this episode, you’ll discover:

• The Evolution of Data Points: Why moving from 800 to 3,700 data points (like pool length or fridge temperature) is the only way to stop AI "hallucinations".
• The Future of Booking: Why Daniel believes hotel websites will become less useful as personal AI agents begin talking directly to hotel AI agents.
• Operational Autonomy: How AI "assistants" are ending the era of "room Tetris," freeing staff from administrative screens so they can return to being true hosts.
• Open API vs. Monolithic Systems: Why a "smart PMS" with an open architecture is essential for actionable data and seamless guest experiences.
• The Infrastructure "Shovels": How companies like Apaleo, Quinter, and Blent are building the sub-brains and infrastructure required for the next generation of hospitality.

Whether you are an independent hotelier or part of a global chain, this conversation provides the "shovels" needed to navigate the AI gold rush. Don’t get stuck in the traffic of the past—learn how to leverage agentic hospitality to stay ahead of the curve.

Key Hospitality Insights:

• MCP (Model Context Protocol): The "box" that provides the knowledge and guardrails for AI to act securely on transactional data.
• Staff Adoption: Why convenience is the ultimate driver for overcoming technology anxiety in the hotel industry.
• Beyond 2026: The transformation of accommodation concepts through digital-first, staffless, and tailored business models.

Featured Guests:

• Daniel Doppler: CEO of Quinter (formerly Quicktext), serving 1,900 hotels in 72 countries.
• Philip von Ditrich: Representing Apaleo, an open PMS platform serving over 2,000 hotels across 32 countries.

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Schulering: Evolving Hospitality through Learning.