Claim OwnershipHospitality Daily Podcast
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Stay informed and inspired to delight people and grow your business with daily conversations with interesting people doing interesting things. Hosted by Josiah Mackenzie.
1217 Episodes
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In this episode, Patrick Norton, Chief Marketing Officer and Partner at Brittain Resorts and Hotels, shares how his team drives 85% direct bookings across 30+ properties by building an always-on commercial engine that generates demand rather than waiting for it. Patrick explains why he moved the CDP to the center of his technology stack rather than the PMS, how his Seasons of Rewards campaign generated $102 million in revenue with a 5,500% ROI, and why he treats OTAs as one-time matchmakers t...
In this episode, Ben Campbell, the President and CEO of Hospitality America, shares why the traditional path from frontline roles to executive leadership is at risk in an AI-driven world, and what hotel companies need to do about it now. Ben discusses how he's challenging his executive team to rethink talent development, why cross-functional training across properties could be the new leadership pipeline, and why he's cautious about deploying AI tools to properties before solving for confirma...
In this episode, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, asks Josiah Mackenzie what's on his mind recently. What's your take? Send him a note here A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.Follow Hospitality Daily a...
In this episode, Stuart Greif, Chief Strategy and Innovation Officer at Forbes Travel Guide, shares how his team and the broader hospitality industry responded when guests from The Summit were stranded by the war in Iran. From coordinating accommodations in Monaco and Nice with partners including Monte-Carlo Société des Bains de Mer and Hôtel Le Negresco, to governments in Abu Dhabi and Dubai stepping up to cover hotel costs for stranded travelers, Stuart reflects on hospitality's role as a r...
In this episode, Stuart Greif, Chief Strategy & Innovation Officer at Forbes Travel Guide, shares an inside look at The Summit by Forbes Travel Guide, where the world's top luxury hospitality leaders gathered to celebrate, learn, and experience hospitality. Stuart explains how the event brought together luxury brands such as Bugatti, Michelin-starred chefs such as Daniel Boulud and Alain Ducasse, and speakers ranging from Chris Gardner to Joe Pine -- and why hospitality is becoming the un...
In this episode, Stuart Greif, the Chief Strategy and Innovation Officer at Forbes Travel Guide, shares key findings from McKinsey data showing that more than 80% of how you appear in AI search is based on reputation, not your own content. Stuart breaks down what this means for operational excellence, training, and how trust becomes the ultimate differentiator. Previously with Stuart: The Next Phase of AI Adoption Inside Hotel Companies (January 2026)Where The Real AI Revolution Is Happening ...
In this episode, Ben Campbell, the President and CEO of Hospitality America, shares how he's navigating flat demand and rising costs by investing in data foundations and doubling down on both AI and human-led sales. You'll hear why he believes every piece of business has its own profitability, how his revenue management background shapes his strategy, and how the company's PEACH culture creates accountability and performance from the top down. This episode is brought to you with support from ...
In this episode, Valerie Ferguson, the former chair of the American Hotel and Lodging Association, shares why operations is the single function that defines your brand and determines whether guests come back. She explains how cleanliness, safety, and emotional connection form the foundation every brand depends on, and why she always hired for empathy over experience. Valerie also reveals how involving housekeepers and frontline staff in service design led to consistently higher guest sat...
In this episode, Valerie Ferguson shares why the guests experiencing your hotel now define your brand more than your marketing ever could. Drawing on nearly five decades at Hyatt, The Ritz-Carlton, Loews Hotels, and Disney, Valerie explains why online reviews have become the most important business driver in hospitality. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf you want to get my...
Josiah Mackenzie shares the top takeaways he had from this year's Hunter Hotel Investment Conference. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf you 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.If you want to advertise ...
In this episode, Valerie Ferguson, the former Director of Lodging at Walt Disney Parks and Resorts and past Chairman of the American Hotel and Lodging Association, shares what she wishes she could have said earlier in her career about the tension between owner expectations and taking care of your people. Drawing on nearly five decades leading at hospitality companies, Valerie talks about the political pressure of owner meetings, why employee housing and fair compensation should be part of the...
In this episode, Valerie Ferguson, an 18-year veteran of Hyatt Hotels, shares how Hyatt's culture of trust and creative freedom produced innovations, from coordinated amenities to club level. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitali...
Valerie Ferguson reflects on her leadership as General Manager of The Ritz-Carlton, Atlanta. She explains why community engagement played a central role in her leadership of the hotel and in building relationships across the city. Valerie shares how initiatives like volunteering with Project Head Start strengthened team pride, deepened empathy, and reinforced the idea that hospitality leaders serve their teams as much as their guests. Her perspective offers a clear reminder that strong hospit...
Nathan Woods, founder of Beloved Hospitality, returns to share how hospitality principles apply beyond hotels and restaurants. Drawing on ideas from Unreasonable Hospitality, he explains how leaders in industries such as insurance are rethinking customer relationships through a hospitality lens. Nathan breaks down how he teaches teams to see hospitality as a posture, not an industry, and why mapping the real customer journey reveals overlooked opportunities to serve people well. You’ll also h...
Nathan Woods, founder of Beloved Hospitality, joins the show to share his perspective that the real threat to hospitality is not artificial intelligence—it's artificial hospitality. Drawing from his own work experimenting with AI, Nathan explains why technology does not weaken human connection on its own. The real risk appears when we let systems replace care and attention for our guests. More: See Nathan's post on this on LinkedInRead Nathan's newsletter on thisListen: Cultivating Heart...
In this episode, Josiah Mackenzie speaks with Mark Fancourt, cofounder and principal at TRAVHOTECH, and a former senior leader across global hospitality brands and technology companies. Their conversation explores what hotel leaders often misunderstand about technology strategy. Mark shares why many hotels invest heavily in new systems but still struggle to translate those investments into operational results. The discussion centers on the foundational role of structured data, organizat...
In this episode, Lisa Chung, Design Director at Gensler, shares how hospitality leaders should think about design through the lens of human needs. Drawing on insights from Gensler’s latest design forecast, she explains why great hospitality environments start with understanding how people want to feel, connect, work, and recharge when they enter a space. In the conversation, Lisa discusses how wellness extends far beyond traditional amenities like spas and gyms, how hotels are creating flexib...
Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares the leadership principles that shape strong teams. Drawing on experience across Michelin-recognized hotels, airlines, and senior living, she explains why trust, transparency, and follow-through sit at the center of effective leadership. She shares how leaders build loyalty by showing up for their teams, recognizing success, and stepping in early when someone struggles instead of waiting for failure. Hospitality...
Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, and former Vice President of Operations at Palisades Hospitality, shares a leadership lesson from one of the most overlooked departments in hospitality: housekeeping. Drawing on her experience working across many operational roles, she explains why leaders must understand frontline work in order to lead effectively. Kristina also discusses how cultural awareness shapes communication and why intention alone is not enou...
Kristina Munoz, Senior Vice President of Operations at Cogir Senior Living, shares how she's applying hospitality principles to an industry that might be a little unexpected. After nearly years running Michelin-recognized boutique hotel properties, she transitioned to build hospitality training programs for caregivers and partner with outside brands to offer concierge-level services without the overhead. If you've ever wondered where your hospitality skill set has the most untapped value, or ...
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