Hotelier Huddle

Shannon Knapp

Real hotel stories. Each week on Hotelier Huddle, Shannon Knapp, CHIA, and seasoned hotel consultant, talks with global hospitality leaders to unpack how the best hotel teams succeed. It's advice for new hotelier tribe members and inspiration for those who've become a bit dusty. Whether you're running your own property or building a career, you'll find insights to help you thrive. Want to improve your hotel team’s revenue management and commercial acumen? Visit www.sknappconsulting.com Hotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger.

  1. 21 JAN

    How I Grew 48 Hotels Worth $1.8 Billion (Career Advice for Hoteliers) with Andrew Turner

    In this episode of the Hotelier Huddle podcast I spoke with Andrew Turner: 📈 How my former boss grew a hotel empire by hiring people smarter than himself (and then I did the same in the Revenue team!) 🏆 Why a receptionist beating senior executives for Employee of the Year reveals everything about building great hotel culture where people want to work 👂 The career advice every hospitality professional needs: Listen more, speak less, and find mentors who refuse to accept "it can't be done" 🏨 Strata vs traditional hotels and apartments vs resorts: Learn the hard math and stop treating them the same to avoid costing companies millions **This episode is sponsored by Brand Journey; helping you design and develop differentiated experience-led brands. https://www.brandjourneypartner.com** Host: Shannon Knapp Guest: Andrew Turner, Head of Development, Minor Hotels Producer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify. Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.com CHAPTERS 00:00 Introduction to Andrew Turner 01:11 Career Journey and Achievements 10:37 Lessons from Working in Asia 18:09 Advice for New Ideas and Brands 23:33 Understanding Different Hotel Operations 28:50 The Importance of Role Models 34:25 A Toast to Hoteliers

    36 min

  2. 7 JAN

    Hotel Owner Insights: 23 Years Of Building Balance

    🏨 Why owner-operators of boutique properties are never truly off duty, and how to find joy in every moment when late-night emergencies are part of the lifestyle ☕ The 23-year breakfast ritual that transforms staff culture: how sharing daily meals creates genuine familial warmth that guests can actually feel 💻 How computer engineering skills unexpectedly saved a boutique hotel: from IT infrastructure to structured problem-solving in rural hospitality operations ❤️ "Go in with your heart, but leave with your head": navigating the dangerous romance of beautiful properties when 15 hotels around you are in bankruptcy 👨‍🍳 From cooking breakfast daily to building teams: one hotelier's journey from doing everything himself to creating a culture where 25 rooms feel like staying with family ⚠️ The hidden cost of perfectionism in hospitality: why emerging hoteliers need to hear about burning out before they learn to trust their teams; 90-95% perfection from others beats solo burnout every time. Host: Shannon Knapp Guest: Jean Christophe Buillet, Owner Operator A Sunset Chateau ResortProducer: Heidi Egger. Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify. Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.com CHAPTERS 00:00 Introduction to Hospitality and Hard Work 03:11 The Journey of a Hotelier 04:45 The Immersive Lifestyle of Hospitality 08:53 Negotiating With Vendors 12:40 From Engineering to Hospitality 15:08 Staffing a Boutique Resort 15:47 Navigating Real Estate and Hospitality 21:07 Creating Memorable Guest Experiences 22:58 The Unseen Hard Work Behind Hospitality

    26 min

  3. 21/12/2025

    Hotel Sales Consultant: The Magic is in You

    🏨 From Hotel Rooms to Breakthroughs, Kelley Wacher shares her journey from Thomas Cook Travel and hotel sales to becoming an executive coach who helps leaders unlock their own potential. 💡 "Stop Selling, Start Serving", Discover why reframing sales as service transformed Kelley's approach to hospitality and now powers her coaching philosophy. 😰 99% of Executives Struggle with This: The surprising similarity between teenagers and corporate leaders, and the one confidence issue nearly all her clients face (and what to do about it).👀 Look Up: Three Simple Things to Transform Hospitality; Learn the observation skills, compassion, and kindness practices that could revolutionise guest experiences industry-wide ⭐️ Your Trademark Matters: Kelley's final toast delivers a powerful reminder: "Your smile is your logo, your personality is your business card, but how you leave others feeling - that's your trademark" Host: Shannon Knapp | Guest: Kelley Wacher | Producer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify. Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.com CHAPTERS 00:00 The Power of Serving, Not Selling 03:00 From Hospitality to Coaching: A Journey of Discovery 06:01 The Magic Within: Unleashing Potential 09:05 Curiosity and Lifelong Learning in Coaching 10:16 Reframing Sales: Serving Through Experience 12:45 Lessons from Youth Work: Connecting with People 15:07 Treasures of Historical Hospitality 18:38 Accountability and Tough Love in Coaching 21:19 Little Things Matter: Service Mentality 24:20 Rewiring Hospitality: Compassion and Kindness 27:10 Curiosity: Secret Weapon in Coaching 28:23 Difficult Conversations Are Not Difficult 29:01 A Toast to Hoteliers: Your Trademark Matters 29:51 FREE Mentorship in the Travel Industry

    31 min

  4. 12/12/2025

    Night Audit to CEO: Saying Yes Changes Everything

    Today's conversation with Michael Johnson is exactly what this podcast is about: Bridging that gap between the executive suite and the housekeeping closet, between 45 years of experience and day one nerves. Michael's seen it all, led through it all, and pivoted when needed. Whether you're a student wondering if hospitality is your calling or a veteran considering what's next, this conversation has something for you. Because great careers in hospitality aren't linear, they're human.What if saying "yes" to one extra shift changed your entire career? Former night manager turned national CEO Michael Johnson shares more than 40 years of hard-won wisdom: 🚪 Why attitude opens every door🌀 How to survive industry crisis cycles🇦🇺 What Australian hospitality gets right that the rest of the world doesn't❤️‍🩹 Plus, how Michael is now using his hotel expertise to help families rebuild their lives through ReLove.org.au Host: Shannon Knapp | Guest: Michael Johnson | Producer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comCHAPTERS00:00 Bridging the Gap in Hospitality04:01 The Journey of a Hospitality Veteran12:09 Navigating Challenges in Hospitality20:33 Collaboration Over Competition23:34 The Unique Character of Australian Hospitality25:23 The New Generation of Hospitality Professionals26:14 The Importance of a Positive Attitude29:49 Rethinking Casual Roles in Hospitality32:21 Lessons from Early Career Experiences36:03 Giving Back: Role of Hotels in Community Support46:58 A Final Toast to Hoteliers#hotels #hotelcareer #CEO #nightaudit

    47 min

  5. 04/12/2025

    Rising Through Reservations: The Business Mindset, AI's Limits, and Why Waitlists Matter

    🎙️ Jasmine Xie's accidental hotel career path proves you don't need a perfect plan, just curiosity and openness to learning.💡 Selling rooms isn't just about occupancy, it fluctuates inventory, impacts F&B revenue, affects parking income, and changes rosters across housekeeping, porters, and kitchens. We break down the business mindset that transforms reservation agents into strategic contributors.🤖 “AI can never replace personalised human connection. The difference between an email exchange and a face-to-face conversation over coffee still matters profoundly." A refreshingly balanced take on technology's role in hospitality's future.📋 Why waitlist functionality is the most underused tool in hospitality, and how Jasmine's team uses it as both a revenue strategy and superior guest service.🎯 From Taylor Swift concerts to NRL Grand Finals: the art and science of pricing during high-demand periods, explained without the intimidating revenue management jargon.📚 How an ICMS grad went from reservation agent to 2025 HM Awards Rising Star nominee in under a decade. CHAPTERS 00:00 Jasmine Xie's Journey in Hospitality 04:58 Recognition as a Rising Star 10:11 The Importance of Business Mindset 14:53 The Role of Distribution in Hospitality 16:20 Embracing Technology and AI in Hospitality 19:25 Advice for Aspiring Hoteliers 25:00 The Power of Waitlisting in Reservations

    28 min

  6. 18/11/2025

    Precincts, Wellness & What Every Hotelier Should Know About Tomorrow's Hotels

    From Mirvac's magic sauce to Starwood's global machine to his own creative ventures, Andrew Taylor has seen hotel development from every angle. Why are basement gyms obsolete? What do office conversions in Paris and Sydney have in common? And when did 'design for design's sake' stop working? Andrew's betting on precincts, wellness as revenue, and the next generation. Plus the one piece of advice every aspiring developer needs to hear.Host: Shannon Knapp | Guest: Andrew Taylor | Producer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.com CHAPTERS00:00 Introduction to Andrew Taylor and His Journey01:49 Transition from Law to Hotel Development05:11 The Importance of Design in Hospitality08:55 The Shift Towards Bespoke Hotel Experiences11:56 Navigating the Challenges of Hotel Development15:19 Global Market Trends in Hotel Development17:05 Post Pandemic Development Shifts21:40 The Concept of Precinct Hotels and Wellness23:45 Future Insights26:30 Due Diligence in Hotel Development32:09 Next Generation Hotel Expectations36:28 Innovative Hotel Development Trends39:38 Reality Check for Aspiring Hotel Developers44:07 A Toast to the Next Generation of Hoteliers

    46 min

  7. 14/11/2025

    A Five Star Hotel Guest Relations Agent on Blending Profit, Purpose & Hyper-Personalisation

    What does it take to become a hospitality leader? Joaquin D'Orazio is finding out; from washing dishes at a historic New Jersey inn to managing guest relations at a five-star Boca Raton resort, all while earning his degree and winning HSMAI's Peter Ricci Scholarship.In this conversation, Joaquin shares wisdom well beyond his years: why every hotelier should know every role (from bellman to housekeeper), what European hospitality taught him about slowing down, how running a car detailing business gave him an owner's perspective, and his strategy for handling difficult guests with grace.Whether you're a seasoned executive, mid-career professional, or just starting out, Joaquin's insights on balancing profit with purpose, efficiency with empathy, and technology with human connection offer a refreshing perspective on hospitality's future.Key Takeaways: ✨ The power of multi-role mastery in creating seamless guest experiences ✨ Why asking "why?" transforms service from transactional to transformational ✨ How entrepreneurial thinking elevates hospitality careers ✨ Practical advice for handling angry guests and staying resilientHost: Shannon Knapp | Guest: Joaquin D'Orazio | Producer: Heidi Egger Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.com Subscribe for more conversations with hospitality professionals who are shaping the industry's future. 00:00 Career Journey and Early Experiences03:35 A Day In The Life of a Guest Relations Agent06:52 Cultural Insights from European Hospitality09:07 Transferable Skills from Entrepreneurship16:30 Political Campaigns and Guest Relations23:25 Significance of Personalisation in Hospitality29:15 Recent Achievements and Networking Success31:35 The Impact of Scholarships on Career Growth33:33 A Toast to Hoteliers34:43 Guests Are The Reason We Have a Job 34:59 Experiencing Luxury Hospitality

    39 min

  8. 07/11/2025

    Crafting a Distinct Brand: Lessons from a Hotel Industry Expert

    Marketing expert Eve Weatherburn of Brand Journey builds the capability of teams to design, deliver and promote experience-led brands that come to life. In this fascinating conversation, Eve shares fresh perspectives on hotel branding from 30+ years leading brand strategies across Asia Pacific, Europe, and the US for major groups including Radisson, IHG, and Anantara. Learn what hotels can adopt from retail, why most hotel brands try to please everyone (and shouldn't), how to capture leads before booking, and why hiring outside the industry brings breakthrough ideas. Eve challenges the "that's how we've always done it" mindset and explains the seven P's of marketing that many hotel marketers never touch. Essential listening for hotel leaders, marketers, and anyone ready to think differently about brand experience.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comHotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger. 00:00 Marketing Intro, Insights for Hoteliers00:18 Brand Strategy: Defining A Target Audience00:48 Connecting Brand Strategy to Team Execution02:42 Fresh Perspectives: How Other Industries Market05:27 The Seven P's of Marketing in Hotels08:20 Final Thoughts and Toast to Hoteliers

    40 min
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5
out of 5
7 Ratings

About

Real hotel stories. Each week on Hotelier Huddle, Shannon Knapp, CHIA, and seasoned hotel consultant, talks with global hospitality leaders to unpack how the best hotel teams succeed. It's advice for new hotelier tribe members and inspiration for those who've become a bit dusty. Whether you're running your own property or building a career, you'll find insights to help you thrive. Want to improve your hotel team’s revenue management and commercial acumen? Visit www.sknappconsulting.com Hotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger.

Information

  • Creator
    Shannon Knapp
  • Years Active
    2025 - 2026
  • Episodes
    15
  • Rating
    Clean
  • Copyright
    © Shannon Knapp
  • Show Website
    Hotelier Huddle