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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Jared Lerner, co-founder and CEO of Nappr, transformed his personal challenges with sleep and travel into a platform offering short-term hotel stays designed for rest. With a background in software engineering and startup culture, he pivoted Nappr from brick-and-mortar spaces to a tech-driven marketplace. Susan and Jared talk about sleep health, travel convenience, and company culture.

What you'll hear about:

• Pivoting in Business: Jared discusses his experience pivoting Nappr from a brick-and-mortar concept to a marketplace model, focusing on what makes a pivot successful.
• Startup Culture: Jared shares insights from his time in New York startups and the importance of company culture, especially in smaller, more agile teams.
• Founding Nappr: Inspired by personal sleep issues and a gap in the travel market, Jared launched Nappr to offer short-term hotel stays focused on improving sleep.
• Overcoming Challenges: From co-founders leaving to airline bankruptcy chaos, Jared explains the hurdles he faced while growing Nappr.
• Tips for Travelers: Advice for getting better rest while traveling, including using an eye mask, meditating, and embracing short naps during long travel days.

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Liz Owens is the Senior Vice President and General Manager of Vacations by Rail, North America’s leading provider of train vacations. With over 20 years of experience in marketing and brand growth, she has played a key role in expanding the company’s reach and doubling its size. Liz and Susan discuss trains, travel tips, and the timeless appeal of rail vacations.

What you can expect to hear:

• Are trains the new planes? Liz shares all things rail travel, from packing tips to navigating the onboard experience.
• No tiny shampoos here! Are luggage restrictions and security on trains anything like on planes?
• From retail to the rails: Liz shares how her background in advertising and retail shaped her career journey.
• Train travel = nostalgia unlocked. Why the slower pace of rail travel brings a unique magic you can't find in air travel.
• The art of packing for the rails: Tips for packing light and staying comfortable, especially when traversing cobblestone streets or small European villages.
• Unexpected train quirks: Wondering what it’s like to sleep on a train? Liz compares it to a cozy camping trip and spills the secrets to a peaceful night on the rails.
• Sustainability with a twist: Liz talks about how rail travel fosters economic sustainability by supporting small towns and villages along the routes.
• A brush with the paranormal? Liz shares a funny and mysterious story from her time at Paper Source that involves a celebrity tweet, a store ghost, and social media chaos.

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Gustavo Viescas is the president of Wyndham Hotels and Resorts for Latin America and the Caribbean. After more than two decades in finance, Gustavo's role has grown to encompass launching a new all-inclusive brand and leading 266 hotels. Susan and Gustavo talk about balancing financial acumen with leadership that emphasizes emotional intelligence.

• What soft skills Gustavo had to develop to become President.
• Why consistency between price and product is key to customer satisfaction.
• Why balancing short-term and long-term decisions is a critical challenge in leadership.
• How Gustavo and team launched the all-inclusive Wyndham Ultra brand during the pandemic.
• What branding initiatives Gustavo has championed, including all-inclusive travel for all.
• How branding plays a crucial role in long-term business success, despite challenges in measuring ROI.

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