Hospitality Daily Podcast

Hilton’s 2024 Trends Report found the No. 1 reason people of all generations want to travel this year is to rest and recharge. In this episode, Amanda Al-Masri, Global VP of Wellness at Hilton, shares how they are innovating to provide exceptional sleep experiences and an array of wellness offerings across the company's brands.Listen now to learn about:The Evolution of Wellness in Hospitality: Learn about the journey from fitness to spa and wellness in the hospitality sector and how Hilton integrates wellness into every aspect of its offerings.Sleep as a Foundation of Wellness: Explore why sleep is crucial not just for individual health but also as a core offering in hospitality. Amanda discusses Hilton's strategies for ensuring guests have the best possible sleep experience.Misconceptions About Sleep: Uncover common myths about sleep and practical advice for travelers to manage sleep disruptions effectively.Innovative Partnerships and Initiatives: Hear about Hilton's collaborations with brands like Peloton and the introduction of wellness-focused room features across various properties.The Future of Wellness at Hilton: Gain insights into the company's upcoming projects and how they plan to integrate wellness deeply into their guest experiences, including details on the new sleep retreats.Thoughts, questions, suggestions? Send me a text message Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Roman Pedan, the Founder and CEO of Kasa, shares the power of experiencing your hospitality services from a guest's perspective. Roman tells the story of staying at various Kasa properties and how this led to changes and improved guest satisfaction.Listeners will learn about:The Importance of Personal Experience: Learn why Roman believes in being a guest in his hotels and how this practice helps him identify and address subtle issues that might otherwise go unnoticed.Impactful Changes: Discover the changes Roman and his teams implemented that resulted in a 20% improvement in guest satisfaction scores, demonstrating the impact of operating this way.Data-Driven Decisions: Understand how Kasa uses data to enhance guest experiences, particularly around the challenges and solutions related to early check-ins.Operational Adjustments: Roman discusses the operational tweaks and strategic decisions made to accommodate early check-in requests, which significantly increased approval rates and positively impacted guest reviews.This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Roman Pedan, the Founder and CEO of Kasa, explains how they optimize housekeeping across their portfolio of over 85+ properties. Listeners will learn about:Cost-Cutting Strategies: How Kasa is reducing expenses in housekeeping without compromising on quality.Technology Integration: Explore the 'Uber for housekeeping' model that includes scheduling, checklists, and feedback loops to maintain high standards.Quality Assurance: The unique offsite QA process using photos and how it helps maintain consistency across properties.Employee Incentivization: Understand how Kasa assigns scores to housekeepers and uses this to incentivize top performers.Leadership and Culture: Gain insights into the importance of leadership participation in ground-level operations and how competitions and team activities help build empathy and team spirit.This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Roman Pedan, the Founder and CEO of Kasa, explains the strategies that have allowed their hospitality business to thrive in challenging markets environments. Listeners will gain valuable insights into how Kasa has structured its operations to maintain high guest satisfaction while significantly reducing operational costs.What You Will Learn:Efficient Business Structures: Discover how Kasa has structured its company to optimize efficiency and thrive in tough markets or economic environments.Cost Reduction Strategies: Learn about the specific methods Kasa uses to reduce fixed costs and overall operational expenses, particularly in cities with challenging regulatory landscapes and high costs.Technology Integration: Explore how Kasa uses technology to streamline operations, from automating certain tasks to centralizing functions like revenue management and accounting.Guest Satisfaction: Understand how Kasa maintains top guest satisfaction ratings and earns positive reviews despite a lighter service model.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Roman Pedan, the Founder and CEO of Kasa, explains how the company uses cutting-edge artificial intelligence (AI) technology to improve the guest experience and drive operational efficiency.Listeners will learn:Operational Transformation: Understand the specific AI tools Kasa employs, including large language models, to streamline operations, from categorizing guest inquiries to prioritizing urgent requests.Guest Experience Enhancement: Explore how AI contributes to improving the guest experience by providing quick and accurate responses to inquiries, improving overall satisfaction.Behind-the-Scenes Insights: Gain insights into the challenges and successes of implementing AI in hospitality, including the importance of digital communication and structured data.Future of AI in Hospitality: Roman shares his vision for the future of AI in hospitality, focusing on proactive guest service and personalized experiences.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Roman Pedan is the Founder & CEO of Kasa, and in this episode shares how they challenge commonly accepted trends - including in hotel technology - to prioritize guest experience and operational efficiency. Listeners will learn:The Role of Property Management: Understand the responsibilities of managing diverse properties and how to maximize profitability for property owners while enhancing guest satisfaction.Balancing Technology and Guest Experience: Explore Kasa's strategic decision-making process in utilizing technology not as an end but as a means to solve real problems for guests and property owners.Innovative Communication Solutions: Learn about Kasa's unique approach to guest communication through a web app and text messaging, avoiding the need for traditional apps, which can create barriers for first-time guests.Building Long-Term Guest Relationships: Gain insights into how maintaining a consistent communication channel across all properties can foster familiarity and build lasting relationships with guests.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Roman Pedan, the Founder & CEO of Kasa, explains how they are reshaping the hospitality landscape through an innovative approach to hotel management and operations.You will learn:The Genesis of Kasa: Hear from Roman about the market gaps and consumer dissatisfaction that led to the founding of Kasa. Understand the dual challenges of consumer expectations and operational inefficiencies that Kasa aims to address.The Business Model: Explore Kasa's unique operational strategies to achieve impressive gross operating profit margins even in challenging markets like San Francisco and New York City. Learn about their approach to using technology and streamlined processes to enhance profitability and guest experience.Impact on Local Communities: Roman discusses how Kasa's properties integrate into and enhance neighborhoods, turning them into vibrant hubs for guests and locals alike. Understand Kasa's mission to be a beloved brand not just by guests and property owners but also by the local communities.Partnerships and Growth: Gain insights into how Kasa collaborates with major players like Airbnb, large institutions, and individual property owners to expand their footprint and redefine hospitality standards.Challenges and Solutions in Property Transition: Learn from Kasa's experience taking over properties, the potential pitfalls, and their optimized process that ensures smooth transitions and continued operations without disruptions.Future of Hospitality: Roman shares his vision for the future of Kasa and the broader hospitality industry, emphasizing the importance of adaptability, guest-centric experiences, and sustainable growth.Whether you're a hotel owner, operator, or real estate developer, this episode offers valuable perspectives on the future of hospitality and how operations can be reinvented. Tune in to get inspired and learn how Kasa is setting new standards in hospitality today.This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our eThoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Roman Pedan is the Founder & CEO of Kasa, one of the fastest-growing hotel operators in the industry. In an earlier conversation with Brandon Sedloff at Juniper Square, Roman shared his insights on the real estate opportunity he sees. In this episode, he shares the influences and mentors who have shaped his vision of hospitality. Listeners will gain a unique perspective on:Being a "Hall of Fame Host": Learn what it takes to elevate guest experiences beyond the ordinary, inspired by hospitality veterans like Chip Conley and Danny Meyer.Integrating High Tech with High Service: Discover how Kasa uses technology to enhance guest service, ensuring a seamless and personalized experience across their properties.Guest Experience and Service Innovation: Roman discusses how Kasa addresses the basic and emotional needs of guests, setting new standards in hospitality.This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Ryan Mann is a Partner at McKinsey & Company. In this episode, he shares his personal journey and professional insights that are shaping the industry.Listeners will learn:Ryan's Personal Inspiration: Discover how Ryan's love for hospitality was sparked by his grandmother's generosity and warmth, teaching him the importance of caring for others.Professional Journey: Gain insights into Ryan's role at McKinsey where he leads the hospitality sector in North America, working with a diverse range of clients to achieve their ambitious goals.Industry Trends and Changes: Ryan discusses the significant shifts in guest expectations and travel behaviors observed over the past few years, emphasizing the importance of delivering exceptional experiences.Future of Hospitality: Explore Ryan's exciting vision for the industry, where he anticipates hospitality extending its influence into new domains such as residential living, experience platforms, and even healthcare.Leadership and Innovation: Learn about the current mindset of industry leaders who are thinking bigger and bolder, driven by the renewed recognition of travel and hospitality's crucial role in global delight and connection.If you liked this, listen to our other episode: How The World's Best Hotels Deliver Exceptional ServiceThoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Join us on this heartwarming episode of Hospitality Daily as we explore how Hotel Nikko San Francisco has redefined pet-friendly accommodations. Host Josiah McKenzie talks with Anna Marie Presutti about the innovative and compassionate initiatives that set Hotel Nikko apart. Listeners will learn about the hotel's unique amenities tailored for dogs and their owners, including custom dog beds, bowls, treats, and a specially designed dog run with breathtaking city views.Discover how Hotel Nikko's partnership with Muttville, a senior dog rescue, not only enhances the guest experience but also significantly contributes to the community by supporting elderly dogs. Hear touching stories of the hotel's plush toys initiative, where proceeds help fund animal rescue efforts and their involvement in local charity events with figures like Buster Posey.This episode is a must-listen for anyone interested in how creativity and compassion can transform a business model and make luxury accessible and enjoyable for pet lovers. Whether you're a hospitality professional or a pet enthusiast, you'll find inspiring insights on integrating philanthropy with business to create unforgettable experiences.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Greg Früchtenicht is the Chief Operating Officer at Saira Hospitality, and in this episode, he shares the origin and implementation of a transformative program with St. Giles Hotels in London that not only provides shelter to people experiencing homelessness but also empowers them with crucial hospitality career skills that create opportunities for them.You may also enjoy: From Mother Teresa to Creating Opportunities Through Hospitality - Harsha L'Acqua, Saira HospitalityTransforming Hospitality Education to Break Down Barriers and Create Opportunities - Harsha L'Acqua, Saira HospitalityWorking With The LeBron James Family Foundation and Saira Hospitality to Empower Communities - Kevin Osterhaus, Graduate HotelsThoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Ryan Mann is a Partner at McKinsey & Company and shares insights from their latest research article, "How the world’s best hotels deliver exceptional customer experience." Listeners will gain insights on:The Importance of Leadership: Understand what makes a great GM and how their leadership can significantly impact hotel performance.Cultivating a Culture of Excellence: Learn strategies to anticipate guest needs, exceed expectations, and create memorable experiences.Role of Technology in Hospitality: Explore misconceptions about technology in hospitality and how it can enhance, not replace, the human touch.Innovative Hiring Practices: Discover unique hiring techniques that help identify employees who will excel in customer service.Empathy and Guest Experience: Find out why empathy is crucial in understanding and meeting guest expectations.Employee Empowerment and Recognition: Learn about effective recognition and reward programs that motivate staff and enhance service delivery.Balancing Cost and Quality: Understand strategies for managing costs without compromising the guest experience.Reinvention and Innovation: Get tips on continuously reinventing the guest experience to stay relevant and appealing.This episode offers valuable strategies and insights to help you excel in your role and elevate your property's service standards. Tune in to reconnect with your passion for hospitality and get inspired to take your guest experience to the next level.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Anna Marie Presutti, Vice President and General Manager of Hotel Nikko San Francisco, and David Arraya, a seasoned general manager with a background in managing hotels across continents, discuss the intricacies of navigating, managing, and leading within diverse cultural environments in the hospitality industry. Listen now to learn:Effective strategies for navigating cultural diversity in hospitalityThe importance of humility and adaptability in leadershipPractical tips for integrating into new cultural settingsThoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco. In this episode, she shares a Japanese concept and approach to hospitality that her teams have embraced and live out each day that's caused their hotel to be a guest favorite (it's a TripAdvisor Traveler's Choice award winner, among other accolades). Stay tuned to hear what this is - and how you can use it to delight your teams and guests alike. Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco, and in this episode explains a misconception she used to have about what the role of a hotel general manager entailed - and how the opportunity may be bigger than you think.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco, and in this episode shares advice she received early in her career that has served her well and how she leads the culture she does at her hotel.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco. She's also the Board Chair and Chair of the Executive Committee at San Francisco Travel. In this episode, you'll hear why she serves in this capacity and how her own experience has been running one of San Francisco's best hotels. Regardless of where you're based, there are lessons for you here on what it takes to be a voice of leadership and change for your city or destination.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Anna Marie Presutti is Vice President and General Manager of Hotel Nikko San Francisco. She has been recognized as one of the most influential leaders in the hospitality industry and has been on the San Francisco Business Times' "The Most Influential Women in the Bay Area" for nine consecutive times - among other accolades. We will be learning a lot about leadership, culture, and hospitality from Anna Marie this week, but in this episode, I want you to hear her story of how she got started in hospitality and the lessons she learned working at Disney.Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

I'm planning to make two changes to this podcast moving forward and would love your feedback:Email me: josiah@ [hospitalitydaily]Leave me a message here on the podcast website (hit the microphone button in the bottom right to leave me a voicemail)Thoughts, questions, suggestions? Send me a text messageWant to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

This episode is going to be quite different than most - you're going to be joining me on a little road trip with James Lemon, who started in hospitality at a small bed & breakfast in England and then went on to eventually work in strategy and innovation at IHG before building a hospitality mentorship community and then today leading travel and hospitality for Stripe. (See our other episode: Making payments more hospitable)In this episode, you'll hear us cover a wide range of topics, including:The formative experiences of growing up in the hospitality industry and how they can shape career paths.The transition from finance to strategy and the importance of asking the right questions to drive innovation.The challenges and strategies behind implementing a major technology initiative (free Wi-Fi) across a major hotel chain, with lessons in change management and owner relations.The value of piloting new technologies in hotels and how to gain traction with innovative projects.The importance of continuous learning and networking for hospitality leaders and how to effectively engage with tech vendors.The characteristics of successful hotel innovators and the impact of execution on career and business growth.Whether you're a hospitality veteran or new to the industry, this episode offers a wealth of knowledge and inspiration to help you navigate the complexities of innovation and service in the travel and hospitality sector. Get ready to hit the road with us and dive into the world of hospitality innovation with Josiah and James!Timestamps:00:01:05 - James's Background in Hospitality00:02:31 - Early Career and Learning Service00:03:03 - The Value of Experience Outside Hospitality00:04:22 - Transition to IHG and Corporate Strategy00:05:05 - IHG's Business Model and Brand Strategy00:06:08 - James's Move to IHG and Role in Strategy00:07:07 - First Impressions and Challenges at IHG00:08:01 - Learning Corporate Strategy and Execution00:09:05 - Mentorship and Growth at IHG00:13:03 - The Process of Driving Innovation00:17:06 - Building a Business Case for Hotel Innovations00:19:02 - Convincing Hotel Owners to Adopt New Technology00:23:11 - The Importance of Advocates for Owners in Hotel Brands00:25:48 - The Role of Piloting Technology in Innovation00:27:17 - The Strategy Behind Attending Hotel Events00:29:33 - The Importance of Keeping Up with Industry Innovations00:31:23 - The Role of Mavericks in Hospitality Innovation00:32:09 - The Impact of Communication and Personal Branding00:34:39 - Recognizing Genuine Hotel Innovators00:37:11 - The Value of Case Studies in Hospitality00:38:14 - Real-World Examples of Hotel Technology Implementation00:40:20 - Learning from Other Industries vs. Hospitality-Specific Use CasesThoughts, questions, suggestions? Send me a text message Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands