In this second batch of HITEC interviews, Susan invites a new group of hotel tech leaders into the Top Floor recording booth to deliver their best Elevator Pitches—and a few unforgettable stories. From AI-powered concierges to spa booking solutions and a piano-playing manager who couldn’t play piano, this episode blends industry insight with plenty of personality. Plus, you’ll find out exactly how a monkey became part of a hotel’s guest communication demo.

Featured guests:

James Hansen, Vice President of Business Development, REECO

Eric Lutz, Co-Founder & CEO, OLIVE

Shawn Tarter, President, RealTime Reservation

Mark Cederloff, CEO, VSR Network Technologies

Mike Medsker, Founder, SIV

Jen Barnwell, President, Curator Hotel & Resort Collection

Tess McGoldrick, Senior Vice President, Travel & Hospitality, Revenue Analytics

Tanya Pratt, Global Vice President, Oracle Hospitality

Stephen Chen, CEO, Phunware

In this special HITEC edition of Top Floor, we’re riding the elevator with hospitality tech leaders who know how to make a pitch. From PMS platforms to AI concierges, we cover real-world tools and real-life chaos, including fainting coworkers, bat encounters, and nightclub drama. Whether you're here for the insights or the insanity, this episode delivers both!

Featured in Part One:

David Fox with Quore

Mark Lewis-Brown with Zucchetti North America

Estella Hale with Zucchetti North America

Christian Arias with Hapi

Doug Ralston with True Omni

Ethan Wiseman with Sabre

Sandrine Zechbauer with RMS

Renee Rubens is the founder of Symphony of Leaves, a luxury tea company rooted in ethical sourcing and sensory sophistication. After decades in global media sales, she followed her passion for tea into a new venture that blends her business savvy with botanical elegance. In this episode, she dishes on premium pu-erh, purposeful partnerships, and proper preparation.

What you'll learn about:

✨ Why tea bags are basically dust in a disguise (and what to sip instead)
🍵 How a Brit’s sass and a global pandemic led to a tea empire
🏨 Why hotels and spas are the new hot spot for high-end tea
🌿 What makes real tea real—and why chamomile doesn’t count
💧 The water temperature trick that’ll totally change your cup
📱 A henna mishap + no cell signal = Renee’s wildest travel story

Michael Blank is a hospitality veteran who’s worked every angle of the hotel biz—from slinging room keys at the Willard in D.C. to steering multimillion-dollar acquisitions. Now the Principal of Woodmont Lodging, he owns and asset-manages properties across the U.S., with a soft spot for extended stay. Susan and Michael talk about counterintuitive takes on the hotel industry. 

What You’ll Learn About:

🚮 Pick Up Club! Why picking up hallway trash speaks volumes

🏩 The extended stay segment decoded: housing shortage, high margins, and why the hype is justified

🪄 Why AI is not the magic wand everyone thinks it is

📏 Why RevPAR might be obsolete, and why smart hoteliers should be thinking in square feet, not just room nights

🪙 One big change hotels should make: owning their guest data like it’s gold

Mike Mumford is the General Manager of Brand g Vacations, a leading luxury travel company serving the LGBTQ+ community. After a long career in corporate finance and tech, Mike traded spreadsheets for sunsets, turning his passion for travel into a full-time gig. Susan and Mike talk about career pivots, curated group experiences, and the power of packing light.

🌏 Why cotton candy, corn on the cob, and a theme park mentor helped spark Mike’s global travel bug

🌏 How a post-pandemic sabbatical turned into a bold leap out of corporate life and into the world of luxury LGBTQ+ travel

🌏 The unexpected freedom of planned tours—and how they actually do leave room for spontaneity

🌏 What it really means to be GM of a travel company (hint: he's already working on 2027)

🌏 A sushi-making snafu in Japan that proves sometimes you just have to improvise—and charm your way through it

Episode Summary:

Steve Fortunato never planned to make hospitality his life’s work—until he realized it was embedded in his DNA. After starting roomforty, an innovative catering company designed to deliver restaurant-quality experiences anywhere, he went on to open Fig House, a sought-after event venue. Steve's book, The Urgent Recovery of Hospitality [please bold and italicize the title], looks at relationships through the lens of hospitality and explores how generosity can restore civility. Susan and Steve talk about why modern service culture has become transactional, how to break free from the "customer is always wrong" trend, and why a little squash milk can go a long way.

What You'll Learn in This Episode:

🍽️ Why catering gets a bad rap – and how Steve set out to change that.
🚀 How Steve transformed his business by embracing venues.
🤝 Why true service is about relationships, not transactions.
🔥 When restaurant culture gets in its own way.
🎭 How trying to impress customers can actually backfire.
🌱 Why giving value first creates better experiences for everyone.

If you are seeking a more hospitable world, this episode and Steve's book are for you!

Lan Elliott’s career spans the highest levels of hotel real estate, from acquisitions at Starwood to asset management at IHG. Now, as the co-founder of Acacia Holdings, a champion for women in hospitality through Women in Hospitality Leadership Alliance, and a podcast host on It's Personal Stories, she’s on a mission to create more opportunities in leadership and investment. Susan and Lan talk about career pivots, negotiation power moves, and the myth that there aren’t enough women speakers in hospitality.

What You’ll Learn in This Episode:

🚀 How to land a speaking gig at a conference – and why writing articles might be the secret.
🎤 The truth about “not enough women speakers” – Lan shares how a 700-person speaker directory turned into 1,400+ in just months.
💼 Hotel real estate vs. operations – why Lan pivoted from GM dreams to investment deals.
🏨 Traditional luxury vs. lifestyle hotels – what Ferraris and Rolls Royces teach us about branding.
📚 The power of lifelong learning – why the top leaders she’s interviewed all have one thing in common: curiosity.
💰 Negotiation 101: The unspoken signals you should be listening for.
🔮 A bold prediction for the future of hotel investment – and why the numbers aren’t looking good for women in leadership (yet).

If you want to break into hotel real estate, negotiate like a pro, or finally get that conference speaking gig, then you need to hear Lan Elliott’s insights and stories!

Sloan Dean climbed the hospitality ranks from revenue management to the CEO of Remington Hospitality in 2020, steering the company through a global crisis while leading massive expansion. With a background in engineering and finance, he brings a strategic yet people-first approach to hotel management, emphasizing leadership, innovation, and the importance of knowing "a little about a lot." Susan and Sloan talk about prioritization, transformation, and why Gen Z isn't lazy.

Episode Highlights:

🛁 The CEO’s Real Job? It’s not what you think—Sloan reveals the #1 skill that makes or breaks leadership.

🛁 Ditch the Multitasking Myth—Why great leaders don’t juggle everything, they prioritize like pros.

🛁 From Revenue Management to the Corner Office—Sloan’s unexpected career path (and how 46 job interviews shaped his strategy).

🛁 What Gen Z Wants (And Why It Matters to Hotels)—How the next generation’s spending habits will transform travel.

🛁 AI in Hospitality: Hype or Game-Changer? Sloan’s take on what will get automated first (spoiler: it’s not housekeeping).

🛁 The Hardest Leadership Lesson—Why waiting too long to make personnel changes is a mistake every CEO regrets.

🛁 Flooded Hotel Rooms & Bathtub Mishaps—Sloan shares a behind-the-scenes disaster only fit for the Loading Dock.

Born in Korea and adopted by Japanese American parents in Seattle, Shari Leid knows what it means to search for belonging. A former litigator who reinvented herself as a life coach and author, she set out on a life-changing journey to all 50 states, meeting 50 women along the way. Susan and Shari talk about fostering friendships, flipping perspectives, and fueling fearless connection.

What You’ll Learn in This Episode:

✈️ The unexpected way Shari’s solo journey across America reshaped her view of belonging
✈️ Why she believes human connection will thrive despite AI and virtual work
✈️ The three types of organizations you must join if you want to build a strong community
✈️ How her experience growing up as an adoptee shaped her lifelong search for belonging
✈️ The powerful movement she launched, Flip the Box, and how you can join
✈️ Why she wishes hotels would stop announcing room numbers at check-in
✈️ The moment a white supremacy rally tested her commitment to open-hearted travel

Listen now to be inspired by Shari’s incredible adventure and her mission to bring people together!

With 20 years in hospitality, Tommy Beyer has done it all—from parking cars to managing multimillion-dollar assets. After 16 years with Newport Hospitality, he co-founded a private REIT and launched B Hospitality Advisors, where he helps hotel owners maximize their investments. From finance to future trends to finding hidden revenue, Tommy knows how to make hotels work smarter, not harder. Susan and Tommy talk about why the brand explosion might be making things worse and how small revenue tweaks can mean big bucks.

What You'll Learn About:

💰 Revenue vs. Cost-Cutting: Tommy settles the age-old debate—what’s more important for a successful hotel?

🚗 Lessons from Valet Parking: How running to retrieve cars shaped Tommy’s view on service, hustle, and career growth.

🎰 Vegas Dreams (and Why He Ditched Them): Tommy shares why he turned down a job at a premier Las Vegas resort—and why it turned out to be the best decision ever.

🏨 REITs 101: The difference between private and public real estate investment trusts—and why one could be a game-changer for investors.

💵 Revenue Hacks That Work: The ridiculously simple way Tommy helped a beachfront hotel generate $800K without lifting a finger.

📈 Expense Creep Crisis: Why hotel costs are outpacing revenue and what owners can do about it.

If you want to learn how a simple tweak could add hundreds of thousands to your hotel's bottom line, hit play!

Janet Irizarry has spent 30+ years in the restaurant industry, from owning multiple eateries to teaching at the Culinary Institute of America. Now, she’s on a mission to help families reduce food waste through her innovative My Mindful Kitchen method. Susan and Janet talk about sustainability, smart shopping, and stress-free meal planning.

What You'll Learn About:

🥬 Spring mix struggles! Susan confesses to an ongoing battle with Costco-sized salad greens—Janet delivers a reality check on what “value” really means.

🍴 From McDonald's to mindful meals. Janet shares her unexpected path from geology major to restaurant owner to sustainability advocate.

🖩 The restaurant reality check. Hospitality students often dream of glamour, but Janet breaks down the nitty-gritty of restaurant ownership (spoiler: math is involved!).

🧒 A kid-friendly food revolution. Janet's new course, My Mindful Kitchen, turns food waste reduction into a family adventure—stickers, scavenger hunts, and all.

🌶️ Leftovers like a pro. Get creative with your fridge finds—Janet shares easy hacks and a Google search trick that will change your meal planning game.

🎈 Balloon-induced blackout?! A restaurant power outage caused by rogue Mylar balloons—just another day in the unpredictable world of hospitality.

If you loved enjoyed this episode want more like it, please subscribe, share, and leave a review. Need your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!

James Ferguson started his hospitality career at the front desk and worked his way up through operations and leadership roles. Now, as Director of Culture at Wurzak Hotel Group, he focuses on employee experience and engagement with the goal of making workplace culture his company’s strongest asset. He’s also the author of The Confetti Culture Playbook, a guide to building high-performing teams through recognition, reward, and real connection. Susan and James talk about cool titles and crazy weddings.

What you'll learn about:

🎉 Confetti Cleanup 101: James shares the ultimate hack for dealing with post-wedding ballroom disasters. (Hint: Leave the regular vacuums out of this.)

👔 Suit Up for Success: How a front desk job and a sharp suit transformed James' confidence—and his career trajectory.

🏨 From GM to Culture Guru: Why James took a step back from a general manager role to refine his leadership skills before stepping into a bigger game.

📖 Confetti Culture Playbook: The surprising backstory of how a personal leadership playbook turned into a published guide for workplace excellence.

🤝 Director of Culture – Best Job Ever?: James explains what his role entails and why every company needs to rethink how they engage employees.

🚀 Your Culture Is Your Competitive Edge: The dramatic shift in how hotel companies attract, retain, and inspire their teams—and why it’s more crucial than ever.

🔥 Recognition Over Pizza Parties: Why celebrating employees properly is not about cheap perks but about real engagement that moves the needle.

🤯 Wedding Drama in the Lobby: The jaw-dropping loading dock story that could easily be mistaken for a reality TV plot.

📚 Grab James's Book: https://theconfetticultureplaybook.com/

🎧 Listen now and level up your workplace culture! If you loved enjoyed this episode want more like it, please subscribe, share, and leave a review. Need your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!

Mahendra Doshi is a journalist, historian, and author who came to the U.S. from India in 1967 with just $8 and a dream. From working in Nevada casinos to launching a trailblazing Indian newspaper, he chronicled immigrant stories long before they were trending. Susan and Mahendra talk about his latest book, Surat to San Francisco, which uncovers the incredible rise of Patel hoteliers in America.

What You'll Learn in This Episode
🧑‍🌾 Why one surname dominates the U.S. hotel industry—and what it really means
💸 How a five-dollar gamble turned into a lifelong journey of storytelling
🕵️‍♀️ How oral history can unearth the truths the internet forgets
🏨 The surprising link between World War II and the rise of Indian hoteliers
🎬 How a community story made its way to the red carpet at Tribeca

Mathew Focht is a pioneer in blending data-driven strategies with hospitality innovation. With a career spanning engineering, real estate development, and investments, he co-founded Consolidated Concepts, the largest group purchasing organization in the U.S., before launching Emerging Fund, a platform designed to scale tech-enabled concepts in the hospitality and entertainment sectors. 

What You'll Learn About:

What really makes a location perfect for a restaurant?

How Mathew’s love for data and design led him from planning golf course communities to revolutionizing mixed-use developments.

Which unorthodox methods Mathew used to gather insights for restaurant chains before big data became mainstream.

Why tech-enabled concepts like Putt Shack and F1 Arcade are taking center stage in the experience economy.

How undervaluing marketing costs you money.

If you loved enjoyed this episode want more like it, please subscribe, share, and leave a review. Need your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!

Alicia Zur-Szpiro is a trailblazer in creative industries, blending her background in game design with her passion for hospitality. Co-founder of Wonderland London, she helps hotels craft engaging, memorable experiences for families, backed by the insights from the company's pioneering "Kids and Teens Hospitality Report." Alicia’s expertise spans innovation, family dynamics, and hospitality trends, with a focus on playful practicality and untapped potential.

What You'll Learn About:

From board games to boutique hotels: Alicia shares her journey from crafting card games to revolutionizing the family hotel experience.

The Kids and Teens Hospitality Report: Alicia discusses the surprising data on why urban hotels are missing out by not catering to younger guests.

Small touches, big returns: Learn why a dollar yo-yo earned more loyalty than a five-star view—and how hotels can replicate this magic.

Teens: The untapped market: Alicia explains why teens are often overlooked in hospitality and how small innovations, like a “kids minibar,” can transform their stay.

Easy wins for hotels: Creative, cost-effective strategies for engaging kids and teens without turning the lobby into a water park.

Looking ahead: Alicia predicts that kids and teens will soon rival pets as hospitality VIPs and shares her vision for loyalty programs tailored to younger travelers.

If you loved Alicia's story and want more like it, please subscribe, share, and leave a review. Want your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!

Ryan Fitzgerald started his career as a saxophonist, faking his way onto a cruise ship gig and eventually becoming a cruise director. He transitioned to corporate roles with Carnival and Princess Cruises, managing brand partnerships and global entertainment. Now, as Executive VP of Sea Production at RWS Global, Ryan combines innovation, immersion, and improvisation to deliver world-class experiences across 40+ ships. Susan and Ryan talk about music, mentorship, and maritime magic.

What You'll Learn About:

How Ryan talked his way into a cruise gig as a musician—without fully knowing how to play all the instruments—and eventually mastered them!

What it was like behind the scenes creating jaw-dropping cruise entertainment, from oversized Yatzhee to improved opera.

How to adapt to challenges, like pivoting from a murder mystery to a jewelry heist experience due to some real-life, dark cruise drama.

What the Super Bowl and super ships have in common.

How to pack for your sea voyage, including why theme-night outfits can make or break your trip.

If you loved Ryan's story and want more like it, please subscribe, share, and leave a review. Want your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!

Micajah Sturdivant is the third-generation leader of MMI Hospitality Group, a hospitality company managing hotels, restaurants, golf clubs, and more across the Southeast. With roots in the foundational days of Holiday Inn, Micajah champions innovation in the ever-changing lodging industry. Susan and Micajah talk about embracing soft brands, fostering "psychological income," and blending tradition with modern business acumen.

What You'll Learn:

How Micajah’s grandfather partnered with the Holiday Inn founder to diversify Mississippi’s economy and plant the seeds for MMI’s thriving hospitality empire.

Why fostering emotional well-being and trust among employees leads to unparalleled service in hospitality.

What the lodging spectrum can include: soft brands, branded residences, and multigenerational hotels.

How maintaining close personal connections helps Micajah's family innovate and thrive across generations.

What money laundering feels like in real life: a jaw-dropping story involving a Rolls Royce, a shady hotel owner, and some Ozark-style shenanigans.

Enjoyed Micajah’s stories and insights? Don’t forget to subscribe, share, and leave a review. Want your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!

Mitch Prensky is a food and beverage development consultant with a storied career spanning fine dining, catering, and hotel restaurant concepting. After founding and running Supper, a celebrated farm-to-table restaurant in Philadelphia, Mitch shifted gears to consulting, bringing his expertise to projects with Zabar’s, Hyatt, and boutique hotels across the country. As co-founder of COJHO F&B Development, Mitch focuses on creating dining concepts that balance artistic vision with operational execution. Susan and Mitch talk about farms, budgets, and alien abduction.

What You'll Learn:

How time, capital, and talent factor into a successful restaurant launch.

Why building equity for staff and fostering kindness in the industry matters now more than ever.
What Mitch predicts for a hyper-local, luxury-driven approach that emphasizes personalization and connection.

How Mitch’s jazz background shaped his approach to hospitality and the parallels between performing and cooking.

Why Mitch pivoted from restaurant ownership to helping boutique hotels and independent operators refine their F&B programs.

Who picked vegetables at 6 AM for Mitch’s acclaimed restaurant, Supper, where he grew his own ingredients just miles from the kitchen.

Loved Mitch’s stories and insights? Don’t forget to subscribe, share, and leave a review. Want your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!

Fabio Zaniboni is a visionary engineer with a career spanning automotive robotics, luxury yachting, and high-end hospitality. As a specialist in IoT solutions, Fabio combines innovation with sustainability to create unparalleled guest experiences in hotels worldwide with his company BubblyNet. Susan and Fabio talk about circadian lighting and sensor-driven HVAC for hospitality and guest well-being.

What You'll Learn:

How IoT can personalize guest stays, optimize HVAC, and even help you relax with customized lighting and fragrances.

Why IoT can cut energy waste without compromising guest experiences—and the importance of communicating those green efforts.

How the power of circadian lighting can improve sleep, mood, and overall well-being.

What affordable, impactful things hoteliers can do to enhance guest satisfaction.

Why the human touch still reigns supreme in the hotel business.

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Geetika Agrawal is a designer and entrepreneur with a career that spans architecture, digital product creation, and cultural preservation. Formerly of Disney Imagineering and MasterCard, she has reimagined travel through Vacation With An Artist (VAWAA), a platform that connects travelers with master artisans for immersive craft experiences. Susan and Geetika talk about bamboo bicycles, beekeeping, and adventure.

Taking the Leap: Geetika shares how she transitioned from working for global brands like Disney Imagineering and MasterCard to launching her passion project, Vacation With An Artist (VAWAA).

Design Thinking for Life: How Geetika’s background in architecture shaped her ability to design human-centered experiences in both digital products and cultural initiatives.

Crafting Connections: The transformative experiences of learning centuries-old crafts from master artisans worldwide, from Kyoto calligraphy to Napa Valley beekeeping.

Travel with Purpose: Why experiential learning vacations are more than just trips—they're immersive journeys into tradition, innovation, and personal growth.

The Future of Craftsmanship: Geetika predicts a revival of traditional crafts as tools for creativity and cultural preservation in a rapidly digitizing world.

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Niamh McAnally is an adventurer and author who has traveled the world as a hotelier and volunteer. With a career spanning from actor and director in Ireland to suba instructor on Key Largo, she’s mastered the art of reinvention. In her book Following Sunshine, she chronicles her global volunteer journey, delivering insights on travel, resilience, and living boldly. Susan and Niamh talk about storytelling, sustainability, and self-discovery.

From Broadway to Beaches: Niamh shares how her theatrical upbringing in Ireland shaped her journey, from acting and directing to scuba diving and luxury hotel management on the remote island of Sark.

Island Life Hacks: Ever wonder what managing a hotel on an island with no cars, airports, or shopping malls teaches you? Niamh spills the beans on logistics, hiring for personality over experience, and making the best of tractor deliveries.

Following Sunshine: Learn how Niamh’s passion for storytelling and exploration inspired her memoir about travel, personal growth, and finding connections around the globe.

Adventures in Volunteering: From tutoring in Tonga to marine conservation in Kenya, Niamh reveals the highs, the lessons, and even a few cringe-worthy moments of volunteering worldwide.

Life Lessons for Travelers and Dreamers: Niamh’s advice on minimalism, adaptability, and trusting your instincts will inspire you to pack light and follow your dreams.

Tips for Smaller Hotels: Strategies for monetizing lobbies, meeting rooms, and more by rethinking public spaces as mixed-use areas.

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Pablo Torres is a seasoned hotelier with experience managing properties across Europe, from Spain to the UK. A revenue strategy expert, Pablo has trained hotel teams globally and collaborates with top industry software providers like Oaky. Susan and Pablo talk about creating customer-centric experiences, optimizing profit, and personalizing hospitality offerings.

From Night Audit to Revenue Maven: Pablo shares his journey from starting in night audit to becoming a sought-after expert in revenue strategy.

What is Ancillary Revenue?: Learn how hotels can transform overlooked offerings into profitable revenue streams and why they lag behind industries like airlines.

The Power of Upselling: Breakfasts and room upgrades? Pablo reveals simple upselling ideas that deliver immediate returns with minimal effort.

Lessons from Big Players: Pablo recounts a case study where a simple adjustment to staff incentives quadrupled a hotel’s upselling revenue.

Tech in Action: How tools like Oaky are revolutionizing the guest experience by personalizing offers and boosting hotel profit margins.

Dynamic Pricing is Everywhere: Surprising examples from McDonald’s to fine dining show how hotels can embrace this strategy without alienating guests.

Personalization is King: Pablo emphasizes using guest data wisely to create Netflix-like personalized experiences, driving loyalty and satisfaction.

Tips for Smaller Hotels: Strategies for monetizing lobbies, meeting rooms, and more by rethinking public spaces as mixed-use areas.

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Peter Follows, founder of Carpedia, has spent over 30 years helping businesses turn strategies into actionable results. From working with industrial giants to hospitality leaders like Ritz-Carlton, Peter’s expertise lies in optimizing operations and aligning teams for success. Susan and Peter talk about labor challenges in hospitality, the hidden power of implementation, and the potential of AI to transform the industry.

Bridging the Strategy Gap: Peter reveals how Carpedia started by addressing the disconnect between strategy creation and implementation, ultimately carving a niche in operational consulting.

The Ritz-Carlton Pivot: Learn how a serendipitous cold call led Peter’s firm into hospitality consulting, pioneering the application of lean manufacturing principles to service industries.

Labor Challenges in Hospitality: Peter breaks down labor optimization into three dimensions: process efficiency, planning systems, and managerial interaction.

Owner vs. Brand Tensions: Peter discusses navigating the nuanced relationships between hotel brands, management companies, and owners, and how Carpedia manages to balance competing priorities.

AI’s Role in Hospitality: From housekeeping to revenue management, Peter explores the untapped potential of AI to revolutionize operations beyond surface-level automation like check-in kiosks.

Implementation’s Messy Magic: Why great ideas aren’t enough—Peter explains how implementation uncovers hidden roadblocks and refines strategies to ensure sustainable improvements.

Unlikely Lessons: Peter shares anecdotes of unexpected challenges, like elevator bottlenecks and community-driven constraints on staggered shifts, that highlight the importance of context in operational changes.

Advice for Independents: Practical tips for small operators to compete with big brands, from leveraging group purchasing to understanding their unique customer appeal.

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Guise Bule spent nearly two decades in tech and cybersecurity before pivoting to hospitality, where his personal experience as a frequent traveler and dog owner inspired a new mission. He founded Roch Dog, a certification agency that applies objective data to evaluate hotels for their dog-friendliness. Susan and Guise talk about standards, service, and shifting expectations in the world of pet travel.

What You'll Learn About:

🐶 How hotel pet policies often mislead travelers

🐶 Why a data-driven certification system beats subjective reviews

🐶 The surprising benefits of offering thoughtful dog amenities

🐶 How transparent rankings can create a competitive advantage

🐶Practical tips for hotels to improve dog-friendliness instantly

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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Chris Tripoli is a veteran restaurateur, consultant, and podcast host with decades of hospitality experience under his belt. From teenage busboy to industry sage, he's seen it all—launching concepts, advising entrepreneurs, and mentoring the next generation. Susan and Chris talk about hospitality, hiring, and hitting the bullseye with your brand.

What You'll Learn About

🍽️ The #1 mistake restaurant owners make.
🧃 The secret to balancing fast, frictionless service with personalized hospitality.
🎭 Why teaching new staff the "onstage/backstage" mindset is non-negotiable.
📊 Value ≠ cheap. What guests really want when they talk about “value.”
💡 “Say yes now, figure it out later”—his golden rule for unforgettable guest service.
🌍 That time he landed a restaurant project in Saudi Arabia... by being American (and good with women).

Stephen Galbreath is the Chief Development Officer and Head of Design and Construction at Garfield Public Private, specializing in the development of convention centers, hotels, and essential municipal buildings. Stephen helps cities and government entities build impactful infrastructure that drives economic growth and revitalizes communities. Susan and Stephen talk about the benefits of convention business and bullet-proof vests.

• What challenges arise when working with municipalities on hotel projects.
• When Steve transitioned from architecture to public-private partnership development.
• Where Garfield Public Private operates and the types of projects they specialize in.
• How the ownership structure of a convention center hotel differs from typical hotels.
• What economic impact a convention center hotel can have on a local community.
• How Steve's experience in architecture influences his current role in hotel development.

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Kevin Fedarko is a magazine writer, adventurer, and author of A Walk in the Park: The True Story of a Spectacular Misadventure in the Grand Canyon. Kevin traversed the 800-mile distance of the Grand Canyon over a year and was surprised that he lived to write about it. Susan and Kevin talk about silence, light, and hubris.

What you'll learn about in this episode:

• How to pack light
• Who helped Kevin avoid certain death
• Why the Grand Canyon is so difficult to hike
• What the transformational power of silence is
• What makes the Grand Canyon's landscapes and silence such valuable, fragile resources
• When Kevin realized the journey would evolve from a magazine article to a full book
• Why Kevin believes difficult experiences, like his hike, lead to deeper personal growth

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Tim Hentschel is the founder of HotelPlanner, which sought to digitize the analog process of booking group business in hotels. HotelPlanner has changed a lot since it launched, and Tim is now exploring other ways to digitize analog processes in the hotel industry. Susan and Tim talk about automating relationships, over-managing rate strategy, and innovating in a tech resistant industry. 

What you'll learn about in this episode:

• Why AI might not fully replace human agents in high-touch services.
• How the flexibility of gig work is gamified for customer service agents.
• How AI is being integrated into HotelPlanner's customer service operations.
• Why the hospitality industry is resistant to fully automating meeting space bookings.
• What challenges revenue management systems face during high-demand events like the Olympics.

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Adam Tuttle is a luxury hotel veteran and founder of Yipy, an app that helps hotels digitize their service standards so that nothing gets missed. After working with a multitude of hotels of all types, Adam realized that the burden of managing standards from multiple sources was too big, so he came up with a way to combine them in one spot. Susan and Adam talk about why luxury hotels are so expensive and what to do when confronted with royal vomit.

What you'll learn about in this episode:

• Where Susan picks up trash
• What service should feel like
• When Adam picked the hotel business
• How much luxury hotel rooms sell for
• Why there are so many standards in the hotel industry

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Mindi Cooke is fashion executive turned reunitor of lost things. As SVP of Business Development at Reunitus, Mindi helps airlines, ski mountains, and hotels use software to match lost items with their owners. Susan and Mindi talk about stuffed animals, iPads, and Chanel.

What you'll learn about in this episode:

• Where to label your suitcase.
• What percentage of lost luggage is found.
• How hotels outsource lost-and-found services.
• Which lost items are most important to return.
• Why Unclaimed Baggage pays for lost items in advance.

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Matt Casella is a former finance guy and restaurant automation entrepreneur who serves as President of Richtech Robotics. The company creates robots who cook, clean, and serve drinks, including their latest invention, Adam. Susan and Matt talk about automation, experience, and the perils of opening a restaurant.

What you'll learn about in this episode:

• Who is Adam?
• When to ignore advice
• Why finance sometimes leads to food
• What recipe Matt is best at preparing
• How to improve upon past humanoid robots

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Andrea Piana is committed to a sustainable, zero-waste economy, so it may come as a surprise to learn that he is CEO of a more than 400-year-old textile company, Piana Technology. Andrea has created a new bed that is made with non-woven fiber, is 100% recyclable, and is designed to give hotel guests a luxurious night's sleep. Susan and Andrea talk about thinking, innovating, and skiing.

What you'll learn about in this episode:

• How non-woven fabrics and calming molecules help sleep
• How Andrea got interested in sustainability
• Why personal values can guide a company
• What a circular economy means to Piana
• Where 50K mattresses per day end up

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Ali Krupnik is founder of MyWellCo, a wellness events company. Ali is passionate about bringing wellness to corporate events without it having to be yoga. Susan and Ali talk about floating in a chair and fighting phone stress.

What you'll learn about in this episode:

• How to lower stress
• When to bring your pillow
• Who hires MyWellCo for events
• What you can do for better sleep
• Why wellness is not the same thing as yoga

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Jennifer Barnwell is president of Curator Hotel and Resort Collection, a consortium of about 100 independent hotels across the US who have joined forces to create more buying power and give consumers one place to find independent lifestyle hotels. Curator's mission is to help independent hotels stay independent, and Jen has enough industry experience to lead the way. Susan and Jen talk about number crunching and bank fraud.

What you'll learn about in this episode: 

• What lifestyle hotels are
• How buying power helps independents
• When data helps and hurts the hotel business
• Where to look for experiences that are truly unique
• Who are the best people (hint: starts with H, ends with otel)

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John Bianchi is founder of STR Search, a data analytics company that helps real estate investors determine which properties are best positioned for cash flow. With more than $75 million in deals and a (self-reported) 100% success rate, John is the short-term rental industry's expert on what makes a successful Airbnb business. Susan and John talk about hottubs, dining tables, and rental arbitrage.

What you'll learn about in this episode:

• Who should clean your rental units
• How to juggle multiple business interests
• Why treehouses will never go out of style
• What to add to your STR to make it succeed
• Where memories are created in a rental house

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Scott Roby is a lifelong hotel enthusiast whose love for hospitality began during childhood stays at the Ritz Carlton. After studying at Cornell’s Hotel School and cutting his teeth in revenue management at Hilton, Scott co-founded Evolution Hospitality and is now president of Pacifica Hotels. Susan and Scott talk about operations, owner alignment, and offbeat inspiration.

What You'll Learn About:

🌺 How Hawaiian resorts sparked a hospitality career
🏢 Big-brand tools vs. startup scrappiness
🚫 The case for ditching the term “third party”
📊 Fixing broken hotel management agreements
⚾ What hotel leaders can learn from the Savannah Bananas
🛎️ Why booking a room is still harder than it should be
🧨 A radical idea: fire-your-operator-anytime contracts

Seema Jain is founder and president of Seva Global, a cultural competency training and consulting company. After using her own cultural competency to move major market share during the 2008 recession, Seema developed programs to enhance cultural competence across Marriott hotels. Susan and Seema talk about pickles and vegetarian food.

What you'll learn about in this episode:

• How to think the breakfast buffet
• Why you might give up an aisle seat
• When to apologize for a cultural faux pas
• Who has recession-proof business for hotels
• What you're responsible for as an entrepreneur

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Ashli Johnson is finally holding a conference for Black and Brown hospitality leaders, and the world will be better for it. An industry mainstay with experience across operations, real estate, consulting and academia, Ashli's latest project, Hued 2024, will connect and inspire hoteliers of color. Susan and Ashli talk about academia, intersectionality, and sugar babies. 

What you'll learn about in this episode:

• Where to start networking
• What conferences do for hotel careers
• How one front desk agent got a new car
• Which experiences make degrees more valuable
• Why Michael Phelps almost ended Ashli's career

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Bruce Jordan has been in the hotel business since age 12, and he's picked up so many tricks along the way that he put them into a book. The Hotel Revenue Bible is a hotelier's guide to under-the-radar ideas that will make your property more profitable. Susan and Bruce talk about gas leaks, upsales, and labor costs.

What you'll learn about in this episode:

• How to save money on electricity and internet
• Where hotels go wrong with labor
• When to start upselling guests
• What the 49 cents rule is
• Why rewards matter

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Alex Alioto is co-founder and head of growth at whimStay, a last-minute booking platform for short-term rental stays, and Noel Russel is chief marketing officer at the company. Susan talks with them about how they see the importance of travel and where the industry is headed. 

What you'll learn about in this episode:

• Where to visit for under-the-radar wine country
• How consumers think about last-minute travel
• Why nomadism is more accepted now than ever
• When to listen to the voices in your head
• What Alex and Noel hope for from AI

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