Niamh McAnally is an adventurer and author who has traveled the world as a hotelier and volunteer. With a career spanning from actor and director in Ireland to suba instructor on Key Largo, she’s mastered the art of reinvention. In her book Following Sunshine, she chronicles her global volunteer journey, delivering insights on travel, resilience, and living boldly. Susan and Niamh talk about storytelling, sustainability, and self-discovery.

From Broadway to Beaches: Niamh shares how her theatrical upbringing in Ireland shaped her journey, from acting and directing to scuba diving and luxury hotel management on the remote island of Sark.

Island Life Hacks: Ever wonder what managing a hotel on an island with no cars, airports, or shopping malls teaches you? Niamh spills the beans on logistics, hiring for personality over experience, and making the best of tractor deliveries.

Following Sunshine: Learn how Niamh’s passion for storytelling and exploration inspired her memoir about travel, personal growth, and finding connections around the globe.

Adventures in Volunteering: From tutoring in Tonga to marine conservation in Kenya, Niamh reveals the highs, the lessons, and even a few cringe-worthy moments of volunteering worldwide.

Life Lessons for Travelers and Dreamers: Niamh’s advice on minimalism, adaptability, and trusting your instincts will inspire you to pack light and follow your dreams.

Tips for Smaller Hotels: Strategies for monetizing lobbies, meeting rooms, and more by rethinking public spaces as mixed-use areas.

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Pablo Torres is a seasoned hotelier with experience managing properties across Europe, from Spain to the UK. A revenue strategy expert, Pablo has trained hotel teams globally and collaborates with top industry software providers like Oaky. Susan and Pablo talk about creating customer-centric experiences, optimizing profit, and personalizing hospitality offerings.

From Night Audit to Revenue Maven: Pablo shares his journey from starting in night audit to becoming a sought-after expert in revenue strategy.

What is Ancillary Revenue?: Learn how hotels can transform overlooked offerings into profitable revenue streams and why they lag behind industries like airlines.

The Power of Upselling: Breakfasts and room upgrades? Pablo reveals simple upselling ideas that deliver immediate returns with minimal effort.

Lessons from Big Players: Pablo recounts a case study where a simple adjustment to staff incentives quadrupled a hotel’s upselling revenue.

Tech in Action: How tools like Oaky are revolutionizing the guest experience by personalizing offers and boosting hotel profit margins.

Dynamic Pricing is Everywhere: Surprising examples from McDonald’s to fine dining show how hotels can embrace this strategy without alienating guests.

Personalization is King: Pablo emphasizes using guest data wisely to create Netflix-like personalized experiences, driving loyalty and satisfaction.

Tips for Smaller Hotels: Strategies for monetizing lobbies, meeting rooms, and more by rethinking public spaces as mixed-use areas.

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Peter Follows, founder of Carpedia, has spent over 30 years helping businesses turn strategies into actionable results. From working with industrial giants to hospitality leaders like Ritz-Carlton, Peter’s expertise lies in optimizing operations and aligning teams for success. Susan and Peter talk about labor challenges in hospitality, the hidden power of implementation, and the potential of AI to transform the industry.

Bridging the Strategy Gap: Peter reveals how Carpedia started by addressing the disconnect between strategy creation and implementation, ultimately carving a niche in operational consulting.

The Ritz-Carlton Pivot: Learn how a serendipitous cold call led Peter’s firm into hospitality consulting, pioneering the application of lean manufacturing principles to service industries.

Labor Challenges in Hospitality: Peter breaks down labor optimization into three dimensions: process efficiency, planning systems, and managerial interaction.

Owner vs. Brand Tensions: Peter discusses navigating the nuanced relationships between hotel brands, management companies, and owners, and how Carpedia manages to balance competing priorities.

AI’s Role in Hospitality: From housekeeping to revenue management, Peter explores the untapped potential of AI to revolutionize operations beyond surface-level automation like check-in kiosks.

Implementation’s Messy Magic: Why great ideas aren’t enough—Peter explains how implementation uncovers hidden roadblocks and refines strategies to ensure sustainable improvements.

Unlikely Lessons: Peter shares anecdotes of unexpected challenges, like elevator bottlenecks and community-driven constraints on staggered shifts, that highlight the importance of context in operational changes.

Advice for Independents: Practical tips for small operators to compete with big brands, from leveraging group purchasing to understanding their unique customer appeal.

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Paul Bishop is an award-winning designer and the founder of Bishop Design, renowned for crafting immersive hospitality and entertainment venues worldwide. He has collaborated with iconic brands like Atlantis and global chefs such as Massimo Bottura. Susan and Paul talk about blending creativity, culture, and commerce.

Show Notes:

From Manchester to Dubai: Discover how Paul’s leap of faith to the Middle East turned a one-year plan into 28.

The Art of Play: Get the inside scoop on Playground, Paul’s award-winning venue that brings back the joy of childhood with adult-sized games, social interaction, and maybe a drink or two.

Local Meets Global: Learn how Paul customizes his projects to reflect the unique character of cities like Nashville, Miami, and Dubai.

The New Hospitality Frontier: Why dining isn’t just about food anymore—Paul explains how interactive entertainment and nostalgia are redefining guest experiences.

Celery in the Hoodie: Paul’s hilarious story of flying to China for marble and waking up covered in Bloody Mary remnants after an overzealous attempt at in-flight relaxation.

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Amy Wald is the founder of greenluxe, where she’s on a mission to make sustainability a natural part of the hospitality industry. After years in sales and an eye-opening stint on cruise ships, she saw firsthand the environmental impact of tourism. Susan and Amy talk about eco-friendly practices for hotels that make great business sense.

From Liquor Rep to Eco-Champion – Amy shares her unexpected career pivot from sales in Miami to advocating for sustainability after witnessing tourism’s environmental toll.

Breaking Down “Greenwashing” vs. “Greenhushing” – What these terms mean and why hotels are at risk if they make eco-claims they can’t prove.

Sustainability's Surprising Business Benefits – Learn how eco-friendly practices boost guest satisfaction, reduce costs, and improve employee retention.

Top Sustainability Tips for Hotels – Amy recommends small but impactful actions, like composting and implementing water stations, that can save money and boost brand reputation.

The Future of Eco-Friendly Hotels – Predicting 3D-printed hotels and a shift away from virgin wood, Amy shares her vision for sustainable construction.

Advice for Newbies to Sustainability – With a simple motto, “compost, compost, compost,” Amy makes sustainable practices accessible and effective for hospitality businesses.

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Mike Schugt is a hospitality industry leader who started his career at 15 as a dishwasher and rose through the ranks to become Vice President at Hilton. Now the President of Teneo Hospitality Group, Mike connects independent hotels with vital group business opportunities. Susan and Mike talk about self-leadership, the evolving expectations in group travel, and the unique challenges facing independent hotels.

Navigating Change in Hospitality: From his early days in corporate to founding his own consulting firm, Mike shares how his pivot to consulting with Leading North was fueled by a passion for empowering independent hotels to thrive without big-brand support.

The Modern Meeting Evolution: Group business trends are shifting—no more cookie-cutter setups. Mike explains why guests now expect personalized, engaging, and sustainable experiences, mirroring the customization we see in retail.

Overcoming Independent Hotel Challenges: With limited resources compared to branded hotels, independent venues need to get creative with distribution, brand voice, and unique on-site experiences to make a lasting impact.

Self-Leadership Tips for Aspiring Professionals: Mike’s advice for breaking into global sales? Start in hotel operations, lead by example, and demonstrate world-class service that will attract attention from decision-makers.

The Future of Group Hospitality: Robotics, AI, and increased sustainability are on the horizon for hotels looking to enhance attendee experiences and streamline operations. Mike envisions a future where tech-driven solutions redefine hospitality norms.

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Florence Li is Vide President of International Sales and Marketing for Songtsam, a family-owned collection of luxury boutique hotels nestled in China’s Tibetan and Yunnan regions. Growing up surrounded by hospitality, Florence honed her craft at Swiss Hotel Management School and later, by managing luxury properties with Six Senses and Taj Hotels. Susan and Florence talk about culturally rich tourism and the essence of Tibetan hospitality.

Visa Tips for China: Florence demystifies the China tourist visa process and shares pro tips, including a transit visa option that lets travelers explore visa-free for up to six days in major hubs.

A Cinematic Hotel Legacy: Discover how Florence’s father, a former filmmaker, transformed his ancestral home into the first Songtsam boutique hotel, blending local culture with high-end hospitality.

The Essence of Tibetan Hospitality: Florence shares how Songtsam’s staff—many from nearby villages—deliver genuine, heartfelt service that departs from the formality of Western hospitality standards.

Luxury Redefined: For Florence, luxury isn’t about opulence; it’s about immersing guests in local culture and creating transformative moments. From Tibetan art workshops to wellness experiences, each stay offers an emotional journey.

Immersive Guest Experiences: Picture this—horseback riding, archery, Thangka painting, and even Tibetan incense-making. Florence gives a behind-the-scenes look at Songtsam’s experiential offerings designed to connect guests deeply with Tibetan culture.

Cultural Awareness for Travelers: She advises travelers on respectful practices like walking clockwise around Tibetan stupas, a tradition symbolizing merit accumulation.

Future of Travel: Florence predicts a shift in luxury tourism toward experiences that actively support and sustain local communities, allowing travelers to make a meaningful impact.

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Laura Lee Blake is the president and CEO of AAHOA, the largest association for hotel owners in the U.S., representing nearly 20,000 members. With a background in law and extensive experience in industry advocacy, she returned to AAHOA in 2022 to champion issues like the LIONs Act. Susan and Laura Lee talk about advocacy, innovation, and Oscar the ghost.

What you'll learn about in this episode:

From Journalism to Hospitality: Laura Lee Blake shares her unique journey from aspiring journalist to law, then leading AAHOA, the U.S.'s largest hotel owners association.

Breaking Barriers for Asian American Hoteliers: Laura discusses AAHOA's history, from fighting discrimination against immigrant hotel owners to helping them thrive in the industry.

Lobbying for the LIONs Act: Laura explains AAHOA's push for legislation to increase SBA 7(a) loan caps, essential for hotel owners adapting to rising operational costs.

Advocacy Tips: Laura shares practical advice for newcomers to advocacy, emphasizing the power of personal storytelling to make a lasting impact on elected officials.

Ghostly Encounters at the Columbia Gorge Hotel: Just in time for Halloween, Laura recounts eerie experiences during a recent AAHOA women’s event at a famously haunted Oregon hotel, complete with mysteriously appearing cigar smoke and ghostly fingerprints on mirrors.

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Aurora Dawn Benton is a sustainability consultant and author of Exponential Impact: Harnessing Human Potential to Drive Sustainability in Organizations. With a diverse career spanning tech, finance, education, and hospitality, Aurora is known for food waste reduction, data-driven sustainability, and workforce engagement strategies. Susan and Aurora talk about rolls, melons, and expensive trash.

Episode Highlights:

Changing the Hospitality Mindset: Aurora explains how sustainability in food and beverage goes beyond cost-cutting. By reimagining food services, event planners can transform dining from "calories between sessions" into meaningful experiences.

Overcoming the BEO Nightmare: Banquet Event Orders (BEOs) need a redesign! Aurora shares her vision for streamlining these documents to cut down on waste, reduce costs, and enhance guest experiences.

Empowering Line-Level Staff: Aurora emphasizes that line-level employees are critical for sustainability success. From dishwashers to banquet captains, these staff members hold the keys to impactful change—and Aurora dives into strategies for engaging them.

The 80/20 of Waste Reduction: Instead of tackling every waste item, Aurora advocates a focus on the 20% of items—like bread and pastries—which make up 80% event food waste, sharing some eye-opening case studies on how small changes led to big savings.

Future of Sustainability in Hospitality: Predicting increased regulations and data requirements, Aurora says the future will demand both tech-driven efficiencies and genuine human engagement, particularly in the people-centric field of hospitality.

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Michelle Pascoe is a Sydney-based expert in hospitality and customer service with over 30 years of experience. As the founder of her own consultancy and host of the Michelle Pascoe Hospitality Podcast, she helps businesses improve customer engagement and operational efficiency. Susan and Michelle talk about navigating the complexities of a multigenerational workforce. 

Can we still ask employees to smile? Michelle digs into employee morale and the changing expectations of customer-facing roles.

A career-defining bad interview: Michelle recounts a shocking job interview that tested her values and ultimately led her to start her own business.

Navigating generational differences: Learn Michelle’s strategies for managing a workforce that spans Baby Boomers to Gen Z.

Leadership built on values: Michelle shares her no-nonsense leadership philosophy—know your values, live by them, and lead with integrity. 

Consistency is king: From setting service standards to handling customer complaints, Michelle emphasizes the importance of consistency.

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