Top Floor

So much craziness goes down at the front desk, and our Loading Dock stories from HITEC prove it.  Whether they are dodging bowling balls, asking Dora McDonald about the midnight train from Georgia, or welcoming guests to a fake hotel, our storytellers capture the essence and the madness of hotel reception. Stay tuned for more HITEC Loading Dock stories next week.

Tom Smith is not in the witness protection program. Allegedly. Tom has marketed both independent and branded hotels and now works with both as executive director of business development at Awestruck. Susan and Tom talk about how hotels can use social media, why double-booked groups usually work out, and when over-the-top advertising makes sense.

Morgan Rae has designed everything from a coffee bar to a vegan meringue to a hotel that floats in the sea. An interior designer who specializes in hospitality, Morgan lives and breathes her work as a digital nomad with no fixed address. Susan and Morgan talk about outer space, fishing nets, and how the sea is a fertile frontier for design innovation.

Kevin Rohani left a lucrative gig in telecommunications -- i.e., selling cell phones at Costco -- to take a $14/hour temp job with boutique hotelier Sam Nazarian. After years of doing deals as VP of development for multiple big-deal brands, Kevin stopped renting his time and started renting unused hotel kitchen space in order to execute his room service concept. Susan and Kevin talk about how data, CAD drawings, and an aversion to food waste led to a 12-brand ghost kitchen on steroids.

Tommy Yionoulis loves sandwiches, jokes, and food safety – maybe in that order? After a decade of stand-up comedy and many hospitality jobs, Tommy took a piece of tech he built on the fly and turned it into a company that helps manage the tedious but important details of day-to-day operations. Susan and Tommy talk about how to use technology to create accountability and generate insights at scale.

Heidi Stone always knew she'd spend her career in hospitality, but she probably didn't envision just how intertwined it would become with the movies. As president and CEO of Mountain Lake Lodge, Heidi has led the revitalization of a resort with roots in the 1850s. Susan and Heidi talk about technology, education, and TV stardom.

Joe Stren started what is now the largest architectural salvage resource serving boutique hotels and restaurants by dumpster-diving. Olde Good Things has locations in New York, Los Angeles, and Pennsylvania, and the company's wares have been used to reimagine properties like Soho House, the Bowery, and the Jane. Susan tries to talk Joe into getting sentimental about his finds, but instead Joe's no-nonsense approach gives insight into how to make a dramatic first impression in your physical space.

In this solo episode, Susan Barry explains the three stakeholders in the hotel business, how they are incentivized, and why their financial incentives might be inhibiting creativity and innovation.  Although she explains a bunch of financial concepts her, be advised -- Susan is neither an attorney nor an accountant.  If you have an idea for fixing, changing, or reinventing hospitality, consider this your sign -- get in touch!

Trina Notman experienced something that many people both desire and fear -- going viral -- when her LinkedIn post about sexism from the podium garnered her international news coverage and so many messages she could barely keep up. Although Trina had experienced a similar flash of fame after going undercover to bust up a prostitution ring, she credits her current boss for creating the kind of culture that allowed her to speak up without fear of retribution. Susan and Trina talk about nooners, trolls, and bandits.