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In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share insights into what they call their "Golden Profiles" and how it enables their hotels to operate with excellence.
Understanding the "Golden Profile" - Learn what this is and how it helps Dorchester Collection cater to each guest's individuality and needs.Technology as an Enabler - Discover how Helen and Eugenio view technology as a tool to enhance the guest experience.Structuring for Seamless Service - Find out how Dorchester Collection restructured its front office teams into guest experience teams to ensure a seamless stay for guests.The Role of Researchers - Learn how this new role was created to better understand and cater to guests' needs.Real-life Example of Personalized Service - Hear a real-life example of how personalized service is delivered.Meeting Emotional Needs - Learn about the importance of addressing guests' emotional needs and reducing stress through personalized service.Vision and Strategy - Explore how the vision and strategy of Dorchester Collection drives the company's use of technology.
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In this episode, Dorchester Collection joint CEOs Helen Smith and Eugenio Pirri share heartwarming stories that illustrate the power of exceptional hospitality and how it can elevate guest experiences.
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Saknas det avsnitt?
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In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their unique approach to balancing the individuality of legendary properties with building a cohesive family of brands.
The concept of the "Golden Thread": Learn how Dorchester Collection maintains the unique identities of its properties while creating a unified brand experience.Guest-centric approach: Discover the importance of putting the guest at the center of everything they do and how it shapes their service.Working with an anthropologist: Understand how hiring an anthropologist helped Dorchester Collection identify the emotional needs of travelers and improve guest and employee engagement.Building brand confidence: Hear about the shift towards making guests feel comfortable without over-marketing and how it enhances the guest experience.Balancing operational excellence with local nuances: Explore how Dorchester Collection introduces standards while catering to the unique aspects of each property.Brand school: Learn about the Dorchester Collection brand school initiative and its impact on employee retention and engagement.Defining and living the company culture: Get insights into how Dorchester Collection defines its culture through values and the decisions employees make daily.
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In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their experiences and insights on co-leading a luxury hotel management company.
The benefits of joint leadership (01:18) - Helen and Eugenio discuss how sharing the CEO role alleviates pressure and allows for idea exchange and mutual support.Clear division of responsibilities (03:10) - They explain how they divided their roles based on their strengths, with Helen focusing on sales, marketing, and brand vision, and Eugenio on people, culture, and operations.Maintaining a productive working relationship (04:17) - The co-CEOs talk about their strategies for effective communication, including regular visits to hotels, daily interactions, and monthly calls with general managers.Recent achievements and projects (06:41) - Helen and Eugenio highlight their seamless transition into the co-CEO roles and their pride in opening The Lana in Dubai, the first purpose-built hotel by Dorchester Collection.
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In this episode, David Jurcak, President of the iconic Grand Hotel on Michigan's Mackinac Island, shares insights into leadership, hospitality, and creating transformational guest experiences:
The unique environment of Mackinac Island and its impact on guest experience (01:28)Creating transformational summertime experiences at the Grand Hotel (01:56)Daily traditions and rituals that enhance the guest experience (04:31)The role of dress codes and timeless hospitality (06:48)The importance of personal connections in exceeding guest expectations (08:30)The significance of long-term staff and their impact on guest loyalty (11:03)The career development opportunities at Grand Hotel (13:43)Effective mentorship and its role in hospitality (17:30)Fostering a sense of community among a diverse staff (19:05)Training and service expectations for delivering personalized service (21:31)Maintaining passion and enthusiasm among staff (26:07)Future plans and restorations at the Grand Hotel (29:19)
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In this episode, Richard "Ric" Lee, the concierge at the Intercontinental Mark Hopkins in San Francisco, shares his career journey in hospitality and what he's learned about providing hospitality with excellence.
Early Career and Introduction to Hospitality (01:18) - Learn about Ric's start in the hospitality industry, influenced by his mother, and his early roles at the Fairmont Hotel.Transition to Concierge and Mentorship (03:06) - Discover how Ric transitioned to the role of concierge and the mentorship he received from Thomas Wolfe.The Role and Skills of a Concierge (10:27) - Understand the key skills and attributes that make an effective concierge, including the importance of listening, knowledge, and passion.The Importance of Local Knowledge and Adaptability (16:24) - Hear about the significance of local knowledge and how Richard adapts to new locations and hotels.Advice for Aspiring Hospitality Professionals (17:51) - Get valuable advice for those new to the hospitality industry, emphasizing the importance of kindness, research, and staying current.Why Visit San Francisco and the Intercontinental Mark Hopkins (19:39) - Learn about the unique charm of San Francisco's neighborhoods and why the Intercontinental Mark Hopkins is a great place to stay.Personal Connection to the Hotel and Future Plans (22:32) - Ric shares his personal connection to the Intercontinental Mark Hopkins and his plans for the future, including writing a book about his life in hospitality.
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This is part of our series on SingleThread. Listen to episode 1 here and episode 2 here.
Staying motivated and inspired - Discover how Katina and Kyle stay energized and motivated even after achieving the highest levels of success.The importance of community and collaboration - Understand how their work impacts the Healdsburg community and the importance of collaboration over competition.Mentorship and stewardship - Hear about the core lessons they instill in their team members and the significance of mentorship and stewardship in their business.Sustainable farming practices - Gain insights into their no-till farming practices and the importance of understanding and appreciating where food comes from.Balancing work and personal life - Learn how Katina and Kyle maintain their passion and avoid burnout by integrating their work with their personal lives and finding joy in daily activities.Creating a holistic guest experience - Explore why they chose to create an inn and how it helps them provide a deeper, more immersive experience for their guests.Inclusive hospitality - Discover their approach to hospitality, where guests feel like they are staying with friends rather than being nickel-and-dimed.
In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey of building a renowned farm, restaurant, and inn, and discuss their philosophy on hospitality, innovation, and community stewardship.
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This is part of our series on SingleThread. Listen to episode 1 here.
In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their unique perspectives on hospitality, which have led to their recognition as one of the best in the business.
The Power of Place: Katina discusses how Healdsburg shapes their work and the importance of human connections in their community. [01:32]Culinary Innovation: Kyle reflects on his experiences in Los Angeles, Japan, and the UK and how these shaped his approach to innovation in the culinary world. [03:03]The Role of Storytelling : Kyle explains how the narrative and storytelling aspects of dining have evolved and become integral to the guest experience. [04:35]The Connection Between Farming and Fine Dining: Katina and Kyle talk about the relationship between their farm and kitchen and how it influences their culinary creations. [08:09]The Evolution of Fine Dining: Kyle discusses the shift from luxury ingredients to a focus on authenticity, seasonality, and locality in fine dining. [11:12]Building the SingleThread Farm: Katina shares the origins of their farm, the influence of Japanese agricultural techniques, and the importance of community among farmers. [16:02]Daily Operations and Technology: The Connaughtons describe how they use technology to maintain a strong connection between the farm and the kitchen. [20:24]Guest Experience and Education: Kyle shares how they educate guests about the farm-to-table process and create a unique dining experience that tells the story of the day. [24:27]
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In this episode, Katina and Kyle Connaughton, founders, owners, and leaders of SingleThread, share their journey and insights that have shaped them into award-winning hospitality leaders. Listen now to learn about:
Early Influences and Background (2:20) - Katina and Kyle discuss their early experiences with hospitality, including family influences and their time in Japan.The Role of Community and Subcultures (6:08) - They explore how the punk rock, skateboarding, and snowboarding scenes have influenced their approach to hospitality and community building.Challenges and Rewards of Moving to Japan (10:22) - The Connaughtons talk about their decision to move to Japan, the challenges they faced, and how they immersed themselves in the culture.Integrating into the Farming Community (15:55) - Katina shares her experience of integrating into the farming community in Japan and how it shaped her understanding of seasonality and food systems.The Concept of SingleThread (17:04) - They discuss the meaning behind the name SingleThread and how their diverse life experiences have come together to create a unique hospitality experience.Finding Purpose and Passion (21:00) - Katina reflects on how various life changes and intersections have led her to devote her energy to the land and create a meaningful food system.
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In this special sponsored episode, Dax Cross, CEO of Revenue Analytics, shares insights into the evolution of revenue management in hospitality.
[00:22] - Dax's background and the origins of Revenue Analytics.[03:21] - Overview of Revenue Analytics.[04:14] - The benefits of cross-pollination of ideas from different industries.[05:57] - The transition from a consulting company to a software as a service (SaaS) company.[07:35] - The size and scope of Revenue Analytics' business in hospitality.[09:01] - Trends in revenue management today.[11:20] - The shift towards "above-property" revenue management.[14:12] - The importance of thinking at a higher level for commercial strategy and how technology can enable this shift.[17:04] - Challenges in managing data and the importance of synthesizing information for better decision-making.[21:00] - Insights from enterprise companies that can be applied to midsize hotel groups.[25:06] - A case study of a midsize hotel group that successfully transitioned to a more automated revenue management system.[27:57] - The importance of building trust in technology and the role of transparency in system recommendations.[30:14] - Advice for overwhelmed revenue managers on how to move towards a more strategic approach.[32:29] - Resources and next steps for listeners interested in learning more.Resources:
Learn more about N2Pricing RMSFree guide: Experience a day in the life with N2Pricing™ RMS See more resources from Revenue Analytics
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In this episode, Kristie Goshow, Chief Commercial Officer at KSL Resorts, shares insights on the evolving role of the Chief Commercial Officer in the hospitality industry and how a holistic approach can drive innovation, revenue, and guest satisfaction. Listen now to learn about:
The rise of the Chief Commercial Officer in hospitality - Understand the importance of a holistic view combining sales, marketing, and revenue.The power of partnerships and collaborations - Learn how collaborations with brands can enhance guest experiences and create new revenue streams.Innovative examples of brand partnerships - Discover real-world examples like the Wonka Room experience and Barbie suites that illustrate successful brand collaborations.Financial contributions and revenue opportunities from partnerships - Explore how hospitality brands can benefit financially from partnerships and sponsorships.Holistic business thinking in the role of Chief Commercial Officer - Gain insights into how a Chief Commercial Officer can create new demand and revenue streams.Utilizing technology to enhance guest experiences - Learn about the use of mobile technology and AI to engage guests and create meaningful experiences.Addressing societal issues like loneliness through hospitality - Understand how the hospitality industry can play a role in combating loneliness and promoting wellness.The definition of hospitality and its impact on guests, employees, and communities - Hear Kristie's perspective on what hospitality means and its significance for guests, employees, and the community.Making lives better through hospitality - Discover the internal motto "MLB - Make Lives Better" and how it drives the actions and attitudes of hospitality staff.
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In this episode, Ed Skapinok, Chief Commercial Officer at Appellation, shares insights on building a brand new technology infrastructure for a luxury hotel brand from scratch. Listen now to learn about:
The importance of starting technology projects with the right questions.The benefits of having a blank slate to work with and how this approach can be applied to any organization.The staggering number of business functions and technology pieces in a typical luxury hotel and how Appellation reduced this complexity.The process of evaluating and selecting technology partners, including the importance of having a consultant with relevant industry experience.How Appellation's brand strategy of personalization informs their technology choices and guest experience.Integrating all inventory (rooms, dining, spa, experiences) into a single system to improve guest and employee interactions. The challenges and solutions in encouraging staff to use technology seamlessly to enhance guest experience.The potential for technology systems to make intuitive business decisions based on comprehensive customer data.The importance of building a strong technology foundation to leverage AI and machine learning effectively.If you liked this episode, you may enjoy:
Culinary-Forward Luxury HospitalityTech, Talent & Strategy: What One of Hospitality's Hottest New Companies Is Doing Now to InnovateIs Success in Hospitality Really All About Operations?....or these other episodes on technology
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In this episode, Shelly Brown, an author, speaker, and former hotelier, shares insights on the importance of belonging in hospitality and how leaders can foster a culture of inclusion and safety.
Introduction to the concept of belonging in hospitality - Understanding the fundamental need for belonging in hospitality and the importance of belonging for hospitality providers, teams, and guests.Details about Shelly Brown's event - Information about the Belonging Equation event on Monday, June 24th, 2024 in Charlotte, North Carolina (Click here to register)The Belonging Equation explained - The formula, and the significance of safety in terms of diverse elements like sexual orientation, skin color, abilities, and neurodiversity.The role of leaders in fostering belonging - How leaders can create an environment that supports belonging, and the impact of personal biases and judgments on fostering a sense of belonging.Practical advice for leaders and individuals - Encouragement to ditch the "should show" and align actions with personal and organizational values.Action items for you today
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In this episode, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on HITEC and the Commercial Strategy Conference coming up this week and discusses the importance of integrating marketing technology in the hospitality industry.
Dorothy's perspective on the events - the importance of HSMAI as a community for professional growth, and the benefits of the overlap between HITEC and the Commercial Strategy Conference.Key themes and topics for 2024 - the commercial framework encompassing sales, marketing, distribution, and loyalty.Specific sessions and areas of interest - the importance of understanding FinTech and loyalty convergence, sessions on AI, search evolution, and sales discipline changes.Challenges and opportunities in thte sales space - The convergence of B2C and B2B expectations and the need to modernize legacy systems to meet new demands.Details on Dorothy's session at the event - an overview of the panel discussion on Tuesday discussing the HSMAI State of Talent Report
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In this episode, Dorothy Dowling, Managing Director of Horwath HTL, shares her insights on staying curious, continuous learning, and career development in the hospitality industry, including:
The notion of a "curiosity quotient" and its importance Balancing day-to-day responsibilities with personal growthThe importance of networking and industry engagement Investing time in volunteer work and peer mentorshipMaking deliberate career decisions and avoiding future regretsIf you liked this, you might enjoy our other episode with Dorothy - My Journey Learning and Leading Global Hospitality Businesses - or our other career episodes.
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In this episode, Philip Bates, CEO of TMC Hospitality, shares his journey in creating purpose-built brands that cater to evolving traveler preferences and the importance of blending technology with a personal touch in hospitality.
Formative Travel Experiences (01:07) - Philip recounts his first international trip to Prague and how it shaped his perspective on travel and hospitality.Defining Great Hospitality (03:29) - Insights into what makes hospitality exceptional, including a recent experience in Costa Rica.Career Transition to Hospitality (05:34) - Philip discusses his move from private equity and venture capital to the hospitality industry and the entrepreneurial spirit that drove this change.Understanding The Motivations of Investors (07:15) - The importance of understanding the motivations of investment capital and how it impacts business decisions in hospitality.TMC Hospitality's Vision (09:18) - An overview of TMC Hospitality and the evolving travel and hospitality landscape.Creating Drift and Bode Brands (14:42) - How TMC Hospitality's brands, Drift and Bode, are designed to meet modern traveler expectations with a focus on design, food, and personalized experiences.Balancing Technology and Personal Touch (31:07) - The role of technology in enhancing guest experiences while maintaining a personal touch in hospitality.Hiring for Hospitality (35:00) - The qualities TMC Hospitality looks for in their staff to ensure exceptional guest experiences.
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In this episode, Greg Cook, General Manager of The Ritz-Carlton, Amelia Island, shares insights on empowering teams and delivering extraordinary service in luxury hospitality.
Early Influences in Hospitality (01:40) - Greg discusses his early experiences that sparked his interest in hospitality, including his father's international travels and his first job as a bellman.Leadership and Team Management (04:06) - Learn about Greg's leadership style and the importance of creating a supportive and empowering environment for team members.The Importance of Lineups (06:05) - Greg explains the concept of daily lineups, their evolution, and their role in maintaining high standards and communication within the team.Creating Wow Stories (08:23) - Discover the significance of storytelling in hospitality and hear a recent example of a "Wow Story" that exemplifies Ritz-Carlton's culture.Building a Winning Culture (11:45) - Greg delves into the elements that contribute to a strong organizational culture, including the importance of hiring the right people and fostering a competitive spirit.Effective Training Methods (15:13) - Insights into the training processes at Ritz-Carlton, including the role of audits and the importance of follow-up to ensure lasting impact.Prioritization and Focus (19:58) - Greg shares his approach to prioritizing tasks and initiatives, emphasizing the importance of focusing on key areas that drive results.The Five F's of Leadership (22:42) - Learn about Greg's five F's framework for leadership: Fair, Firm, Friendly, Fun, and Forward Motion, and how they guide his management style.Activating the Hotel (27:36) - Explore the various initiatives Greg has implemented to activate the hotel, including culinary events, wellness programs, and entertainment.Community Engagement (35:07) - Understand the importance of community engagement and how The Ritz-Carlton, Amelia Island contributes to local causes and events.
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In this episode, originally recorded in January 2024, Kari Anna Fiskvik, SVP of Technology at Strawberry, shares her insights on selecting and implementing technology in the hospitality industry.
Buy vs. Build Philosophy (01:39) - Understand Kari Anna's approach to deciding whether to buy existing technology or build custom solutions in-house.Evaluating Technology Vendors (02:59) - Discover the criteria and processes used to evaluate and select technology vendors, including the importance of partnerships and innovation.Change Management (07:00) - Gain insights into effective change management strategies to ensure successful technology implementation and adoption.Real-World Implementation (09:49) - Hear about practical examples and experiences in rolling out new technology, such as point-of-sales solutions in restaurants, and the importance of understanding the end-user's perspective.
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In this episode, Curtis Crimmins, founder and CEO of Roomza, shares his inspiring journey of creating an innovative hotel brand that prioritizes the well-being of frontline workers and guests alike. Listen now to learn about:
Background and Early Memories of Hospitality (01:10) - Curtis discusses his upbringing and how his mother's work as a hotel housekeeper influenced his view of hospitality.The Philosophy Behind Roomza (05:07) - Curtis explains his belief that hospitality should be a feeling and how Roomza aims to create personalized experiences for guests.Challenges and Discrimination in the Hospitality Industry (06:02) - Curtis shares personal experiences of discrimination and how they motivated him to create a more inclusive hotel brand.The Origin Story of Roomza (10:26) - Learn about the inception of Roomza during the pandemic and the challenges Curtis and his co-founder faced in starting the company.Innovative Business Model: Hotel Within a Hotel (21:09) - Curtis explains the "hotel within a hotel" concept and how it allows Roomza to offer personalized experiences at a lower cost.Personalization and Guest Experience (23:41) - Discover how Roomza uses personalization to enhance guest experiences and encourage direct bookings.The Role of Hosts and Company Culture (31:01) - Curtis discusses the importance of dignifying titles and creating a positive culture for employees, who are all referred to as "hosts."Scaling the Business and Maintaining Culture (33:56) - Insights into how Roomza is scaling its operations while maintaining its unique culture and values.Final Thoughts and Call to Action (40:36) - Curtis shares his vision for the future of hospitality and encourages listeners to take action in their own organizations.
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In this episode, Dorothy Dowling, Managing Director of Horwath HTL and special advisor to the HSMAI Foundation Board, shares insights from the HSMAI Foundation's third annual State of Talent Report, focusing on talent recruitment, retention, and engagement in the hospitality industry. Listen now to learn about:
Introduction to the State of Talent Report (00:00) - Overview of the report and its significance in the hospitality industry.Differences in the 2024 Report (02:11) - How the 2024 report differs from previous years and the focus on practical applications and case studies.Challenges in Talent Recruitment and Retention (05:09) - Key challenges observed in the hospitality industry regarding talent acquisition and retention.The Concept of Wisdom Workers (05:21) - Explanation of the term "wisdom workers" and its relevance in a multi-generational workforce.Impact of AI and Technology on Talent (10:04) - Discussion on how AI and technology are transforming the hospitality industry and the importance of upskilling.Best Practices for Upskilling and Reskilling (11:52) - Examples of leading companies' strategies for upskilling and reskilling their workforce.Importance of Employee Engagement (14:29) - How dynamic platforms and regular feedback can optimize the employee experience.Visibility Challenges in Remote and Hybrid Work (15:35) - Concerns about visibility for underrepresented groups in remote and hybrid work environments and strategies to address them.If you enjoyed this, you may also enjoy:
My Journey Learning and Leading Global Hospitality Businesses - Dorothy DowlingWhat Hospitality Providers Need To Know About Media Now - Dorothy DowlingChallenges and Opportunities with Hotel Brands Today: What I Saw As CMO of Best Western With 18 Brands - Dorothy DowlingHow HSMAI Helps Hotel Sales, Marketing & Revenue Commercial Leaders - Bob Gilbert, HSMAIHow to Lead Multi-Generational Hospitality Teams Well - Bob Gilbert, HSMAI
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