Hospitality Daily Podcast Josiah Mackenzie

In this episode, we learn from Marc Lores Panades, VP of Food & Beverage at Aethos Hotels. Listen to learn:
The wellness program Marc uses to stay at peak performanceThe role of mentorship in professional developmentTechniques for creating memorable guest experiencesHow to develop innovative F&B conceptsBalancing traditional hospitality with modern trendsThe importance of building strong relationships with local suppliersWays to engage with and support the local communityStrategies for minimizing food waste and promoting sustainabilityThe value of continuous staff training and developmentBest practices for operational efficiency and staff communicationResources:
Subscribe to Marc's newsletter hereSee my interview with Aethos founder and CEO Benjamin Habbel hereThoughts, questions, suggestions? Send me a text message
Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.

Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, we dive deep into guest satisfaction in today's landscape and how it's changing with Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the American Customer Satisfaction Index.
Listeners will learn about:
The latest findings from the American Customer Satisfaction Index (ACSI®) Travel Study 2023-2024.How the lodging industry has rebounded post-pandemic, with specific examples from leading brands like Hilton and Marriott.The impact of staffing levels, operational changes, and customer service improvements on guest satisfaction.The role of technology in enhancing the guest experience, balanced with the irreplaceable value of human interaction.Evolving guest expectations and how they are shaping the services provided by the hospitality industry.The diverging experiences and satisfaction levels of business versus leisure travelers.The emergence of Airbnb and its influence on the lodging business.This episode is packed with actionable advice for lodging operators on improving guest satisfaction and building long-term loyalty. Whether you're an industry vet or new to the field, this discussion will give you insights to anticipate changes and innovate effectively in your hospitality business.
Thoughts, questions, suggestions? Send me a text message
Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.

Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Sabrina Cendral, a hospitality advisor, strategist, and former Senior Vice President of Marketing and Sales for Club Med in North America, challenges the notion that operations is the only important aspect of delivering a great guest experience and emphasizes the holistic nature of guest engagement.
Listeners will learn:
The Importance of Comprehensive Guest Engagement: Understand why engaging guests before, during, and after their stay is crucial for creating memorable experiences.Insights from Club Med's Strategy: Sabrina shares how Club Med engages with guests at every stage of their journey, from the anticipation phase to post-stay, and how these strategies can be applied across the hospitality industry.Collaboration Between Marketing and Operations: Discover the benefits of integrating marketing insights with operational execution to enhance guest satisfaction.Experience Design and Innovation: Learn about the role of experience design in meeting and exceeding guest expectations, and how innovation can be sparked by understanding guest motivations and industry trends.The Role of Data in Personalizing Experiences: Explore how data from guest interactions can be used to tailor experiences and make guests feel truly special.Thoughts, questions, suggestions? Send me a text message
Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.

Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Sabrina Cendral is a hospitality advisor and strategist and the former senior vice president of marketing and sales for Club Med North America. In this episode, you'll discover the unique aspects that make all-inclusive resorts a preferred choice for guests seeking a hassle-free vacation experience. Sabrina shares her extensive knowledge of the operational complexities, the innovative strategies for enhancing guest experiences, and the profitability of the all-inclusive business model.
Listeners will learn:
The Guest Perspective: Understand why all-inclusive resorts resonate with guests, emphasizing freedom and the opportunity to try new activities without additional costs.Business Insights: Explore why major hotel brands are increasingly investing in the all-inclusive segment and how they integrate these properties into their broader business strategies.Operational Challenges: Gain insights into the specific challenges of running all-inclusive resorts, from managing food and beverage operations to providing family-oriented services and sports activities.Innovative Revenue Strategies: Learn about the potential for generating ancillary revenue within an all-inclusive framework through upselling and offering enhanced experiences.Future Opportunities: Sabrina discusses how all-inclusive resorts can adopt best practices from other sectors, such as cruise lines and airlines, to further enhance guest satisfaction and profitability.Thoughts, questions, suggestions? Send me a text message
Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.

Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Sabrina Cendral is a hospitality advisor and strategist and in this episode, shares her extensive experience with Club Med, where she ended up becoming the Senior Vice President of Marketing and Sales for the company's North American operations.
Listeners will learn:
The Benefits of All-Inclusive Hospitality: Discover how all-inclusive resorts like Club Med enhance the guest experience and provide significant benefits to team members.Personal and Professional Growth Through Travel: Sabrina discusses how early travel experiences shaped her career and leadership in hospitality, emphasizing the role of diverse cultural interactions in personal development.Career Development in Hospitality: Explore how all-inclusive resorts serve as a dynamic platform for career growth, offering employees opportunities to work in various roles and locations worldwide.Operational Insights: Gain insights into the operational complexities and the magic behind creating memorable guest experiences in all-inclusive settings.Cultural and Social Dynamics: Learn about the unique social and cultural interactions facilitated by Club Med's global staff and diverse guest mix, enhancing the overall travel experience.Also see: Why Childhood Travel Makes Better Leaders (Forbes)
Thoughts, questions, suggestions? Send me a text message
Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.

Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Great hospitality leaders are always recruiting to hire the best people for their teams. In this episode, you'll join me as I visit a hospitality career fair in San Francisco - and hear from some of these hiring managers about what they are seeing and hearing and how they are making the case for working in the hospitality industry. 
Thoughts, questions, suggestions? Send me a text message
Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.

Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands