Welcome to Hospitality Strategy Lab, the podcast where science meets service. Join host Jason Littrell as he dives into the cutting-edge world of hospitality covering industry pioneers, tech innovators, and behavioral economics.
Each episode explores how AI, automation and data-driven strategies can enhance guest experiences and drive repeat business. From practical tips to big-picture insights, we’re here to give you the strategies you need to stay ahead in this ever-evolving industry.
Whether you’re a bar owner, restaurant manager, or hospitality operator, this podcast is your playbook for creating habit-forming guest experiences and sustainable growth.
Tune in and change the way you think about hospitality.
[Mistakes Were Made] Do Not Pass Go — Fraud, Bankruptcy, Drained Bank Accounts, and Building Something Better
Saison 4 · Épisode 6
jeudi 5 mars 2026 • Durée 34:34
🎙️ MISTAKES WERE MADE — Special Series on Hospitality Strategy Lab
The heaviest episode of the series. Shawn Soole has opened bars twice in Victoria, BC. Both times, his partners burned him. The first time: investors, a shared lawyer (huge mistake), and a bar that collapsed after 16 months. The second time: a partner who changed the locks, stole his equipment, drained the company bank account, and texted from Mexico.
John Garda had a dream — a 6,000 square foot distillery-bar in Jersey City. Investors lined up, lease negotiated, favors called in. Then a family member defrauded him. Personal bankruptcy. Everything gone. He turned that devastation into In-Service Society, a nonprofit fighting for bartender advocacy and career sustainability.
Matt Friedlander closes the series with the story of a KDS crash during peak service — 47 tickets backed up in 45 seconds — and watching his team self-organize like a Rolling Stones concert.
Mistakes were made. People got back up. The show must go on.
Featuring: Shawn Soole (Victoria, BC), John Garda (In-Service Society), Matt Friedlander (MF Hospitality)
[Mistakes Were Made] Don't Trust the Dream — A 4-State Launch Disaster and the F. Scott Fitzgerald Granddaughter
Saison 4 · Épisode 5
jeudi 5 mars 2026 • Durée 31:59
🎙️ MISTAKES WERE MADE — Special Series on Hospitality Strategy Lab
Two stories about what happens when passion blinds you to business reality.
Eamon Rockey poured every dollar he had — and a lot he didn't — into launching Rockey's Liqueur across four states on the same day. California, New York, Florida, New Jersey. One person. Zero brand recognition. Everyone told him to start small. He didn't listen. He almost lost everything.
Then there's Charles Hardwick, who ran Blue Owl in the East Village during the golden age of NYC cocktail bars. He tells the story of the night a woman claiming to be F. Scott Fitzgerald's great-granddaughter ripped her dress off at his bar to win an argument — and how it taught him the most important lesson about bartender boundaries. Plus: the sweat equity trap that nearly ruined him. Charles was made 'managing partner' on a handshake and sweat equity. It meant nothing. Worse — it almost meant hundreds of thousands in unpaid sales tax liability.
Mistakes were made. Dreams were trusted. Reality hit back.
Featuring: Eamon Rockey (Rockey's Liqueur), Charles Hardwick (Drinkmark / Blue Owl)
[Mistakes Were Made] The Day You Learn Your Place — A Million-Dollar Disaster, a Doombox, and the GM Who Got Fired
Saison 4 · Épisode 4
jeudi 5 mars 2026 • Durée 40:00
🎙️ MISTAKES WERE MADE — Special Series on Hospitality Strategy Lab
Three hospitality veterans walk into a podcast and share the moments that humbled them.
Alex Strange, bar manager at Holiday Cocktail Lounge, takes us back to 2004 when he was a green bar back who accidentally started bartending on a rooftop — and nearly got fired for it.
Ben Potts spent a million dollars building Boombox in Miami, a soulless black box that pulled $15K a week in high season. He tore it down, rebuilt it as The Sylvester, and turned it into one of the city's best cocktail bars.
Rob Morton hired his first-ever GM at Paul's Oak Island in North Carolina, watched a clique form, endured scorched-earth drama, and then eliminated the GM position entirely — resulting in a $500,000 revenue increase.
Each story hits different, but the through line is the same: operational disasters that became breakthrough moments. These are the lessons nobody teaches you — you have to earn them. Mistakes were made. Lessons were learned. Revenue followed.
Featuring: Alex Strange (Holiday Cocktail Lounge), Ben Potts (The Sylvester, Miami), Rob Morton (Paul's Oak Island, NC)
Clementine’s “Feed Me” Experience: Reinventing Hospitality in San Antonio
Saison 4 · Épisode 3
lundi 2 mars 2026 • Durée 34:01
Welcome back to the Hospitality Strategy Lab Podcast. In this episode, host Jason Littrell sits down with John Russ and Elise Russ, the husband-and-wife team behind Clementine, a James Beard–nominated restaurant redefining the modern dining experience in San Antonio.
John and Elise share the story behind Clementine’s creation—from a simple dream to build a meaningful restaurant, to navigating the realities of restaurant ownership, leadership, and long-term sustainability. The conversation explores how hospitality goes far beyond food, focusing instead on relationships, adaptability, and intentional guest experiences.
A major highlight of the episode is Clementine’s popular “Feed Me” dining concept, an innovative approach that invites guests to trust the chefs and experience a curated journey through the menu. John and Elise also reflect on how they adapted their business during COVID-19, strengthened customer loyalty, supported their team, and continued building community through events and storytelling.
This episode is a must-listen for restaurant owners, hospitality leaders, and entrepreneurs looking to create memorable dining experiences while building resilient, people-first businesses. If you enjoyed this episode, be sure to subscribe to the Hospitality Strategy Live Podcast for more conversations with hospitality leaders, restaurateurs, and innovators shaping the future of the industry. Share this episode with someone in hospitality who’s building something meaningful.
[00:00:00] – Introduction to Clementine and Its Founders
Jason introduces John and Elise Russ and the vision behind Clementine.
[00:02:36] – From Dream to Reality
How Clementine came to life and the philosophy behind the restaurant.
Kevin Pedeaux on Building St. Roch Market: Community, Vendors & Hospitality Entrepreneurship
Saison 4 · Épisode 2
vendredi 20 février 2026 • Durée 25:06
Welcome to another episode of the Hospitality Strategy Lab Podcast, hosted by Jason Littrell.
In this episode, Jason sits down with Kevin Pedeaux, the driving force behind St. Roch Market, a historic multi-vendor food hall located in New Orleans. Kevin shares his journey from coffee roasting to becoming a steward of a hospitality concept built on community, storytelling, and sustainable vendor operations.
This conversation dives deep into what it takes to manage and scale a successful multi-vendor hospitality model. Kevin breaks down revenue structures, vendor support systems, and operational strategies that lower barriers to entry for food entrepreneurs—while still delivering a strong, consistent guest experience for both locals and visitors.
Jason and Kevin also explore how St. Roch Market balances history with innovation, the importance of curating vendors thoughtfully, and how intentional marketing and community engagement play a critical role in long-term success.
[00:00:00] – Introduction to St. Roch Market & Kevin Pedeaux
Kevin shares how he became involved with the market and why he sees himself as its caretaker.
[02:42] – The Evolution of St. Roch Market
The history of the market and its role in the New Orleans food scene.
[05:25] – Managing a Multi-Vendor Marketplace
How vendor relationships and operational systems are structured.
[08:33] – Vendor Success & Growth Opportunities
Supporting vendors through scalable business models.
Percentage-based rent, sustainability, and profitability.
[13:39] – Customer Dynamics & Return Rates
Jim Marsh on AI in Hospitality: Scaling Personalization, Chatbots & Customer Experience
Saison 4 · Épisode 1
mardi 10 février 2026 • Durée 39:23
Welcome to another episode of the Hospitality Strategy Lab Podcast, hosted by Jason Littrell.
In this episode, Jason sits down with AI expert Jim Marsh of JMC Intel to explore how artificial intelligence, chatbots, and automation are transforming customer experience in hospitality. From scaling personalization to improving data hygiene, this conversation breaks down what operators and hospitality leaders need to understand about AI — today and moving forward.
Whether you run a hotel, restaurant group, or hospitality consulting firm, this episode offers practical insights on how to implement AI strategically without losing the human touch that defines great service.
[00:00:00] – Introduction to AI in Hospitality
Jason introduces Jim Marsh and the growing impact of AI across hospitality operations and customer experience.
[02:34] – The Evolution of Chatbots
How chatbot technology has evolved — and how it’s reshaping guest communication.
[05:28] – Scaling Personalization with AI
Jim explains how AI enables personalization at scale without increasing labor costs.
[08:11] – Automation vs Human Interaction
Why AI should enhance, not replace, hospitality professionals.
[11:15] – Training & Strategic Implementation
The importance of properly training teams to integrate AI tools effectively.
[13:53] – Contextual AI & Intent Recognition
How contextual data improves chatbot performance and guest satisfaction.
[16:32] – Data Hygiene & Quality Control
Why clean, structured data is critical for accurate AI outcomes.
The Silicon Sous-Chef: Automation and the Future of Hospitality
Saison 3 · Épisode 1
mardi 30 décembre 2025 • Durée 10:43
How Cordelia Became Cleveland’s Best Place to Work by Putting People First
Saison 3 · Épisode 38
vendredi 12 décembre 2025 • Durée 27:14
Welcome to the Hospitality Strategy Lab Podcast! In this episode, host Jason Littrell sits down with Andrew Watts and Vinnie Cimino, the powerhouse duo behind Cordelia in Cleveland—named the “Best Place to Work” just two months after opening their doors.
Together, they share a candid look into building a restaurant culture defined by radical hospitality, staff empowerment, and community-first values.
You’ll hear how Andrew Watts and Vinnie Cimino prioritize their team’s wellbeing with industry-leading benefits and an unwavering commitment to personal growth and mental health. They discuss how lessons learned from previous workplaces—especially the challenges exposed during the pandemic—sparked a drive to do things differently, making people the centerpiece of their business.
The conversation covers everything from why Cordelia celebrates every staff member, to how trusting employees to make mistakes and grow has created a truly magnetic workplace. Plus, the team reveals their approach to hiring, onboarding, and maintaining a culture where kindness is the norm and retention is a point of pride. Of course, they also offer real talk about the challenges and missteps along the way—and why putting staff first sometimes means making tough decisions.
Get ready for actionable insights and some Midwest hospitality wisdom that’ll inspire anyone in the business of keeping both guests and teams happy. Whether you’re opening your first concept or scaling up to a second location, this episode is packed with the strategies and mindset that turn restaurants into workplaces people never want to leave.
00:00 "Learning Through Adversity"
05:35 "Core of Cordelia: People First"
How AI Content Creation Is Transforming Hospitality Marketing for Bars, Restaurants, and Brands
Saison 3 · Épisode 37
mardi 2 décembre 2025 • Durée 36:04
Welcome back to the Hospitality Strategy Lab Podcast! In this episode, host Jason Littrell sits down with Kyle and Rachel Ford and takes you behind the scenes of the Ford Media Lab, a trailblazing visual intelligence agency that's redefining content creation for the spirits and hospitality industry. he conversation dives into the fast-evolving world of AI-generated visuals, exploring how brands—big and small—are using cutting-edge tools to tell their stories authentically, even on a budget.
If you’ve ever wondered how today’s top bars and restaurants are staying ahead in a crowded digital marketplace, or how you can leverage AI to craft cinematic content without a Hollywood budget, this is the episode for you. The discussion covers everything from the real impact of AI on brand storytelling, to practical tools and tips for hospitality operators who want to enhance their social presence and boost guest engagement. Whether you’re curious about automating content, keeping up with the latest visual trends, or simply looking for inspiration to break out of the traditional marketing playbook, you won’t want to miss these insights.
Get ready to rethink what’s possible for your brand, as the HSL crew breaks down the future of content in hospitality—where creativity meets technology, and authentic storytelling has never been more accessible.
00:00 "Accessible High-Quality Content Creation"
06:24 "AI and Authenticity in Hospitality"
08:24 Creative Cocktail Menu Innovations
13:35 "AI Tools for Content Creation"
15:22 Democratizing Content for Hospitality Brands
19:02 Animating Brand Character Realistically
22:17 "Real? Nah, Make It Effective!"
27:14 AI Revolutionizing Photography & Video
Community, Trust, and Advocacy: Winning Over Women Customers in Food and Beverage
Saison 3 · Épisode 36
lundi 17 novembre 2025 • Durée 34:57
Welcome to the Hospitality Strategy Lab podcast, where science meets service and big ideas meet practical strategy. In this episode, hosts Jason Littrell and Shampaigne Graves dive into the intricacies of communicating with women in the hospitality industry. Shampaigne Graves, a women’s marketing expert, shares her innovative WCR4 framework for understanding women’s consumer behavior, highlighting emotional drivers, social influences, and the critical role women play in shaping the marketplace.
You’ll hear fresh insights on why women’s decision-making cycles may be longer—but ultimately more powerful—how authenticity and storytelling can build lasting loyalty, and why community connections matter more than ever, especially in bars and restaurants. From clever email strategies and the power of social proof to the importance of behind-the-scenes employee stories, Shampaigne Graves offers actionable advice for hospitality operators looking to reach, engage, and win over female customers.
If you want to transform your marketing, create habit-forming guest experiences, and position your business for sustainable growth, you won’t want to miss today’s episode.
Découvrez des podcasts liées à Hospitality Strategy Lab with Jason Littrell. Explorez des podcasts avec des thèmes, sujets, et formats similaires. Ces similarités sont calculées grâce à des données tangibles, pas d'extrapolations !
If you enjoyed this episode, be sure to subscribe to the Hospitality Strategy Live Podcast for more conversations with hospitality leaders, restaurateurs, and innovators shaping the future of the industry. Share this episode with someone in hospitality who’s building something meaningful.
Why repeat customers matter more than foot traffic alone.
[16:27] – Marketing Through Storytelling
How community, history, and authenticity drive engagement.
[19:19] – Seasonality & Consistency
Managing demand across slow and busy periods.
[22:17] – Opportunities for New Vendors
Low startup costs and pathways for entrepreneurs.
[25:03] – Looking Ahead
The future of St. Roch Market and its role as a community hub.
🔗 Learn more about St. Roch Market and Connect with Kevin:
This episode is a must-listen for hospitality operators, food hall managers, and entrepreneurs interested in building sustainable, community-driven business models.
Subscribe for more conversations on hospitality, entrepreneurship, and scalable business strategy.
[19:06] – Ethics, Privacy & Trust
Balancing automation with transparency and responsible data usage.
[21:52] – Real-World Applications in Hospitality
Practical ways AI is already improving operations and guest experience.
[24:39] – The Future of AI in Customer Experience
Where hospitality technology is headed next.
AI in hospitality is no longer optional — it’s strategic infrastructure. This episode provides a grounded, realistic look at how operators can adopt automation responsibly while maintaining exceptional service standards.
Subscribe to Hospitality Strategy Lab for weekly insights on AI, automation, and hospitality strategy.
07:10 "Empowering Growth Through Positivity"
12:14 Employee Retention and Connections
15:53 Building Team Culture Effectively
18:52 Prioritizing Team Culture Decisions
20:41 Celebrating Guests Through Generosity
25:52 "Learning, Improving, and Collaboration"
26:50 Celebrate People, Product, Process
Hospitality Leadership: "You take care of them, they take care of everybody else. Right."
— Andrew Watts [00:00:23 → 00:00:25]
Workplace Benefits: "Medical, dental, vision, 401k, employer match, like robust vacation. We're about to roll out PTO for everybody."
— Andrew Watts [00:09:13 → 00:09:20]
The Power of Team Support in Hospitality: "You take care of them, they take care of everybody else. Right. I mean, not only is it the right thing to do, but it's just good Hospitality and common sense."
— Andrew Watts [00:09:28 → 00:09:35]
Cleveland’s Food Scene Expansion: "the next restaurant, the new restaurant is an extension of taking care of our folks, giving more opportunity for growth and progression and, you know, mobility and, yeah, learning, you know, that's the motivation for. For doing that."
— Andrew Watts [00:10:59 → 00:11:14]
Employee Loyalty and Career Growth: "One of our opening team members, actually, she got her, like, job that she was looking for out of college and then worked with us for a year and now still comes back and works with us every Friday. So, you know, she's still in the consulting Lab pretty often."
— Andrew Watts [00:12:14 → 00:12:15]
Viral Topic: Putting the Team First in Hospitality
"We'll always, always and always have sided with our team first and foremost, you know, the guests can be in the wrong a lot of times."
— Andrew Watts [00:17:43 → 00:18:20]
hospitality, staff retention, Cordelia Cleveland, company culture, employee benefits, mental health care, 401k employer match, paid time off (PTO), hiring and training, team recognition, workplace awards, Midwest cuisine, culinary innovation, Greenhouse Tavern, pandemic lessons, community engagement, nonprofit initiatives, restaurant onboarding, guest experience, customer reviews, business growth, second location, staff empowerment, leadership, work-life balance, performance metrics, guest comps, labor cost, restaurant operations, personal development
30:30 "AI Enhances Video Creation"
33:02 "AI Enhances Authentic Creativity"
AI content creation, hospitality marketing, spirits industry, visual intelligence agency, AI-generated visuals, hybrid content, product photography, brand storytelling, luxury lifestyle marketing, budget-friendly digital assets, restaurant/bar promotion, cinematic commercials, Sora app, consumer media priming, authenticity in marketing, automating content, character development, AI avatars, brand ambassadors, generative engine optimization (GEO), search engine optimization (SEO), photo animation tools, Luma Dream Machine, Gemini image generation, social media management, TikTok/Reels strategy, venue photography, AI-enhanced cocktail menus, timely digital campaigns, competitive branding, future of hospitality content
32:21 Scaling with Strong Community Support
34:36 "Hospitality Strategy Tips & Trial"
Shampaigne Graves is a pioneering expert in women's consumer behavior, dedicated to understanding how women influence markets and shape the next generation of consumers. Her unique WCR4 framework—short for Women's Consumer Research Method—dives deep into four key areas: emotional behaviors, gender socialization, intersecting demographics, and legacy consumerism. Through working closely with corporations, Shampaigne emphasizes the crucial yet often overlooked fact that women are not only significant buyers themselves but are also nurturing and influencing future consumers from an early age. Her research and advocacy continue to shift how organizations view and serve women in the marketplace.
women's consumer behavior, WCR4 framework, emotional behaviors, gender socialization, intersecting demographics, legacy consumerism, purchase panic, sales cycle, evangelist customers, value-driven purchasing, virtue signaling, economic boycotts, anonymous online communities, employee treatment, high staff turnover, upselling strategies, decision making differences men vs women, storytelling in marketing, authenticity in communication, email open rates, email marketing design, audio email, community building, social proof, video reviews, hospitality marketing, restaurant branding, word of mouth, lifestyle branding, scaling restaurants
