Destination On The Left

Nicole Mahoney
  • 5.0 (1)
  • MARKETING
  • UPDATED WEEKLY

Destination On The Left is a travel and tourism industry podcast hosted by Travel Alliance Partnership. Each episode explores successful collaborations, creative marketing ideas and best practices for both consumer and travel trade marketing programs. Interviews are a mix of Destination Marketers, Industry Leaders, Consultants and businesses in the industry.

  1. 3 DAYS AGO

    Can AI Improve Visitor Experience? with Dan Flores

    On this episode of Destination on the Left, I talk with Dan Flores, Head of Tourism at Satisfi Labs, all about using AI in the travel industry. We discuss how conversational artificial intelligence can help drive revenue and operational efficiency, and Dan offers real examples of where this AI is being deployed and how it has had real impacts. We also talk about adoption rates of AI within the tourism industry, and Dan shares a framework for approaching this new technology in your organization. What You Will Learn in This Episode: How Dan Flores transitioned from a long career in tourism operations to leading strategy in conversational AI at Satisfi Labs Why understanding operational efficiency is important when adopting new technology in the tourism industry What conversational AI can do to improve visitor experience and drive revenue How changes in consumer behavior and expectations are encouraging the tourism industry to embrace AI-powered solutions Why it's important to identify pain points and define goals before implementing AI technology in your organization Examples of real-world successful AI adoption, including collaborative projects like Connected City and integrated chatbots for DMOs, attractions, and tour operators How a strategic plan and incremental steps can help tourism businesses navigate the AI landscape The Power of Conversational AI in Tourism The tourism industry has always relied heavily on storytelling and connection, and Satisfi Labs' conversational AI platform gives destinations the ability to amplify their story and interact with customers in real-time. Unlike static websites and traditional ads, conversational AI provides dynamic interactions, it can answer questions, qualify leads, and even facilitate transactions 24/7, in dozens of languages. This delivers not only improved customer service but also a seamless path from inquiry to purchase. Driving Operational Efficiency and Revenue Operational efficiency is a cornerstone in the tourism sector, where staff often wear a lot of hats and resources are limited. Satisfi Labs' conversational agents can automate routine inquiries, freeing up staff to focus on high-value tasks and sales. Using AI turns businesses into round-the-clock operations without needing to scale human teams. A case in point is Dan's personal experience using a Satisfi Labs chatbot to resolve a ticket issue for a college basketball game in minutes, a process he expected would take much longer. The technology goes beyond simple customer service. AI-driven agents are also powerful tools for lead qualification, routing sales queries to the right person after gathering the right information, resulting in improved conversion rates and more effective use of resources. Making AI Work for You AI adoption is happening at a breakneck pace, so fast that Dan warns companies risk being left behind if they don't get on board. He suggests tourism businesses create a strategic AI plan that identifies departmental pain points and assesses if AI can offer a solution, then they can decide whether to build in-house or engage a vendor, and start small. This framework helps organizations prioritize efforts, minimize risk, and ensure resources are being used where they matter most. A key piece of advice is top-down adoption. Leadership should empower staff with resources, education, and freedom to experiment with AI tools, ensuring the culture embraces innovation. Resources: Website: www.satisfilabs.com LinkedIn Personal: https://www.linkedin.com/in/dan-flores2022/ LinkedIn Business: https://www.linkedin.com/company/satisfi-labs/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

    37 min

  2. 4 MAR

    Indigenous Tourism and Community Impact at Métis Crossing, with Juanita Marois

    On this episode of Destination on the Left, Juanita Marois, CEO of Métis Crossing, shares her personal experience in developing a tourism destination tied to her roots as a Métis Indigenous person from Canada. She shares in detail how the destination engages visitors by sharing what makes them special, including the experiences Métis Crossing offers—from paddling down the North Saskatchewan River in voyageur canoes to wandering historic buffalo habitats, indulging in Indigenous cuisine, and soon, relaxing at a uniquely Métis-inspired wellness spa. We also talk about collaboration and how Métis Crossing is making a positive impact for both visitors and local residents. What You Will Learn in This Episode: How Juanita's personal journey as a Métis woman influenced her path from consultant to CEO of Métis Crossing Why community collaboration and inclusivity are central to the successful development of Métis Crossing The creation of immersive, cultural, and seasonal experiences that engage visitors' heads, hearts, hands, and hunger How Métis Crossing uses storytelling, land-based learning, and nature to educate visitors about Métis history, Indigenous relationships to land, and sustainability Why collaboration is key in Indigenous tourism, and how Métis Crossing works with other attractions to build itineraries How the philosophy of shared benefit guides partnerships with local government and other cultural destinations What the future holds for Métis Crossing, including innovative projects like the Sage and Spruce Indigenous spa and expanded cultural experiences that honor both Indigenous and European Métis heritage Elevating Métis Crossing as a Destination Building Métis Crossing as a premier Indigenous destination was no accident. By leading with culture and encompassing accommodation and culinary experiences, Métis Crossing provides a one-of-a-kind, immersive journey. Visitors come not just for a vacation, but also to learn about the area's history and traditions. Signature experiences include "Paddle into the Past", a river voyage retracing Métis fur trade routes, and the Wildlife Park, where guests see buffalo up close and learn about historic buffalo hunts, essential to the Métis nation's evolution. The destination engages travelers' head, heart, hands, and hunger, ensuring every visitor leaves with a deeper connection to Métis culture and the Alberta landscape. Creativity and Collaboration Developing Métis Crossing wasn't without obstacles. Juanita describes how collaboration became a creative solution and how she worked with local municipalities, the provincial government, and destination organizations to address regulatory hurdles and land-use challenges. By involving partners early and often, Métis Crossing became a model for inclusive development, proving that transformational change happens when stakeholders unite around shared goals. Infrastructure, Innovation, and Meaningful Impact From its origins as a hay field and historic homesteads, Métis Crossing now spans over 1,800 acres with restored buildings, a cultural gathering center, boutique lodge, skywatching domes, a wildlife park, and even a solar field. These fabulous offerings attract locals and visitors, and recent developments include the Sage and Spruce Indigenous spa, where both Indigenous and European wellness traditions are honored in pursuit of holistic well-being. One powerful impact is that Métis Crossing is now the region's largest employer, revitalizing a once-declining rural area. Juanita's intentional approach ensures tourism benefits residents as much as visitors, creating economic opportunities and supporting cultural revitalization. Resources: Website: https://metiscrossing.com/ LinkedIn Personal: https://metiscrossing.com/ LinkedIn Business: https://www.linkedin.com/company/m%C3%A9tis-crossing/ Indigenous Tourism Alberta: https://indigenoustourismalberta.ca/ Destination Indigenous: https://destinationindigenous.ca/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

    33 min

  3. 25 FEB

    Collaboration Drives Success in Small Town Destination Marketing, with Clare Marie Ritter

    On this episode of Destination on the Left, I talk with Clare Marie Ritter, Motorcoach Coordinator at the historic Penn Wells Hotel and Lodge in rural Pennsylvania. She shares her experience positioning a smaller, less well-known destination. We talk about the foundations of successful collaborations and why building a supportive network has been crucial to her success. Clare brings vivid examples of successful collaborations, from multi-state itineraries to connecting with neighboring museums, that prove even "off the beaten path" destinations can thrive with teamwork and creative thinking. What You Will Learn in This Episode: How Clare Marie Ritter found her way into the tour and travel industry through volunteering and local connections Why positioning a rural destination requires creative marketing strategies, including focusing on attractions and experiences What collaborative partnerships across borders (including state lines) look like, and how Clare uses those relationships to build group itineraries How thinking outside the box has helped Clare identify unique attractions that appeal to group travelers Clare creates fresh itineraries and creative connections in a rural area Best practices when establishing collaborations and building genuine personal connections Expanding Itineraries Clare's passion for history and her beginnings at a local motel led her down a path of helping visitors discover the hidden corners of her rural Pennsylvania home. She realized that promoting a hotel meant first selling the destination itself. After all, you can have the best, most fancy property in the world, but without a reason to come, your marketing is going to fall on deaf ears. Clare recognized the need to think outside the box by promoting local attractions and extending the visitor journey. She formed partnerships with unique local experiences, including a horse-drawn wagon ride through the canyon, small maple producers, and boutique chocolate factories, then widened her lens, working with regional attractions across state lines. She built partnerships with attractions like the Corning Museum of Glass, just 45 minutes away, reaching into New York for collaborative opportunities. The Power of Networks and Creative Collaboration Networking and partnerships play a major role in the success of rural tourism. For Clare, professional networking at organizations like the American Bus Association and regional groups provides contacts, ideas, and new opportunities. You never know where the next fruitful partnership might come from. One standout example is an itinerary co-created with counterparts in Corning and Jamestown, NY, and Coudersport, PA. Together, these small destinations developed a loop that incorporated art, comedy, local history, and natural beauty. Selling this unique cross-state experience has opened doors and filled itineraries with unexpected connections. Looking Ahead: Innovation and Nostalgia With renewed interest in nostalgic travel and more experiential, off-the-beaten-path destinations, Clare is excited about her latest project, which is developing a Route 6 motorcoach itinerary to showcase small towns along this historic road. This initiative dovetails perfectly with America's 250th anniversary, offering travelers fun themed journeys full of history and local flavor. Resources: Website: pennwells.com LinkedIn Personal: https://www.linkedin.com/in/clare-marie-ritter-0a4306237/ LinkedIn Business: https://www.linkedin.com/company/wellsboro-hotel-company/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

    24 min

  4. 18 FEB

    Insights from the American Bus Association's Marketplace 2026 in Reno Part 2, with Nicole Mahoney

    On this episode of Destination on the Left, I talk with industry leaders from across the country at the American Bus Association's Marketplace 2026 in Reno, Nevada, to uncover what's next for destinations, attractions, and travelers. You'll hear from Josef Kruger of US Ghost Adventures, Aisha Jones of Mystic Seaport Museum, Jana Carter from Visit Annapolis, Kay Calzolari of Visit Winston Salem, Meredith Dollevoet from Cartersville Museum City, Jim Vozzella with 360Chicago, and Debra Tassone from Discover Long Island. Together, they share fresh insights on how storytelling, immersive activities, and hands-on programming are reshaping group experiences. In this episode, you'll hear from these industry leaders: Josef Kruger: https://usghostadventures.com/ Aisha Jones: https://mysticseaport.org/ Jana Carter: https://www.visitannapolis.org/ Kay Calzolari: https://www.visitwinstonsalem.com/ Meredith Dollevoet: https://cartersvillemuseumcity.com/ Jim Vozzella: https://360chicago.com/ Debra Tassone: https://www.discoverlongisland.com/ What You Will Learn in This Episode: How group travel experiences are evolving to focus on immersive storytelling and hands-on engagement Strategies for collaboration between destinations, attractions, and local partners Trends shaping group travel for 2026, including wellness-focused itineraries and multi-generational groups How destinations and attractions are using customizable programming to add value and create memorable moments for visitors Why DMOs and attractions are bundling experiences and aligning their offerings to appeal to new travel trends Innovative approaches organizations are using to keep travelers engaged before, during, and after their visits How getting involved with associations like the ABA contributes to building enduring relationships and fostering continuous growth in the travel industry Innovation Through Collaboration Collaboration is no longer a "nice to have". It's mission-critical critical. Guests stress the importance of teaming up with regional partners, DMOs, and local organizations. By curating joint itineraries, sharing resources, and feeding each other's strengths, destinations can offer more complete and compelling travel experiences. Kay Calzolari of Visit Winston Salem shares how investing in personal relationships with nearby towns and attractions has enabled her to offer valuable regional itineraries, extending stays, and enhancing visitor value. This collaborative spirit isn't just about logistics, it's about approaching every partner as part of a larger community, working together to create seamless, memorable journeys for guests. Trends Driving Group Travel With the approach of major milestones like America's 250th anniversary in 2026, destinations are getting creative. Thematic travel is gaining traction, from wellness retreats and service-oriented projects to festivals and Be Revolutionary experiences, as Jana Carter describes for Annapolis. Operators are increasingly tapping into local culture, outdoor recreation, and even culinary partnerships. Museums are stepping up with exhibits that go beyond static displays. As Aisha Jones discusses, Mystic Seaport Museum is bringing in unique traveling exhibits, like shipwrecks recreated in LEGO, and launching virtual educational programs to grow engagement beyond the museum's walls. The Power of Networks At the heart of this evolution is the network effect. ABA Marketplace events and similar gatherings have become essential for building lasting industry relationships. Whether it's a first-timer bonding over shared experiences or seasoned pros joining councils and volunteer teams, the connections made drive both business and inspiration. As several guests reflect, returning to these conferences is like coming home—reconnecting with peers, learning from each other, and growing together. Resources: Josef Kruger: https://www.linkedin.com/in/jlkdreams/ Aisha Jones: https://www.linkedin.com/in/aishamjones/ Jana Carter: https://www.linkedin.com/in/jana-carter-b01b8160/ Kay Calzolari: https://www.visitwinstonsalem.com/sites/default/files/2024-11/Kay%27s%20Profile%20Sheet Meredith Dollevoet: https://www.linkedin.com/in/meredith-dollevoet-62413615/ Jim Vozzella: https://www.linkedin.com/in/jim-vozzella-b53a7416/ Debra Tassone: https://www.linkedin.com/in/debra-tassone-upward/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

    1h 2m

  5. 11 FEB

    Group Travel Trends for 2026: Voices from the ABA Marketplace in Reno Part 1, with Nicole Mahoney

    This episode of Destination on the Left is a special roadshow edition recorded live at the American Bus Association's Marketplace 2026 in Reno, Nevada. I'm joined by a fantastic group of industry leaders to hear first-hand how collaboration is playing a critical, mission-driven role in the future of group travel, moving beyond a "nice-to-have" and becoming essential for success. My guests discuss the economic impact of group travel and the importance of restoring cross-border connections between the U.S. and Canada, to creative regional itineraries, and share ideas for navigating the political and economic headwinds facing the industry. In this episode, you'll hear from these extraordinary leaders: Fred Ferguson: https://www.buses.org/ Terry Fischer: http://tcsbus.com/ Patricia Cowley: https://pabus.org/ Jim Warren: https://www.andersonvacation.com/ Stacey David: https://www.metrowestvisitors.org/ Todd Read: https://www.gosoin.com/ Whitney Lubbers: https://visitduboiscounty.com/ What You Will Learn in This Episode: How ABA's leadership is addressing current challenges in group travel, including restoring the crucial relationship between the U.S. and Canada Why collaboration between industry partners, including operators, suppliers, associations, and destinations, is mission-critical for the future of group travel Trends are shaping group travel in 2026 and beyond, such as the rise of experiential itineraries, smaller group sizes, and the impacts of major events like the FIFA World Cup and MA250 How regional and cross-border partnerships are creating unique travel experiences and tour products that benefit entire ecosystems, not just individual destinations Collaborative initiatives, such as Tour in 64 are demonstrating the value of teamwork How industry organizations like ABA can accelerate personal and professional growth The Future of Group Travel is Collaboration The ABA 2026 Marketplace is filled with optimism, but nobody shies away from today's realities. Fred Ferguson sets the stage by underscoring the economic importance of group travel—$158 billion in economic output and 800,000 jobs in North America. The entire travel flywheel, operators, destinations, restaurants, and attractions, only spins when everyone works in sync. Fred Ferguson and Terry Fischer both stress that now, more than ever, strategic alliances and industry unity are essential for lasting impact. It's no longer enough to operate in silos. As Terry puts it, "It takes a village," and internal and external collaboration are the most important ingredients in weathering disruptions, from politics to pandemics. Collaboration in Action My guests also share what deep collaboration looks like in practice. Across the group travel ecosystem, leaders are getting creative. We hear how DMOs are embracing regionalism, and Todd Read from SoIN Tourism and Whitney Lubbers of Dubois County described how Tour in 64, a partnership among destinations along Interstate 64, helps smaller markets punch above their weight. By pooling marketing budgets, sharing top experiences, and even jointly running an ABA booth, collective impact outweighs any competition for hotel nights. With mega-events like the FIFA World Cup and MA250 (America's 250th anniversary) on the horizon, Stacey David detailed how municipalities, nonprofits, small businesses, and big attractions can co-create fan zone festivals that benefit everyone. Every stakeholder has a seat at the table for shared successes. The Power of Relationships The ABA conference is a great way to build relations, get involved, and engage with others in the travel and tourism industry. Jim Warren of Anderson Vacations credits strong partnerships as the industry's lifeblood, helping everyone survive the inevitable economic and political storms. Those connections are formed and deepened at conferences like ABA Marketplace. Investments in community, from Women in Buses initiatives to association days, make all the difference for newcomers and veterans alike. Leaders are putting collaboration-first strategies in place—whether it's regional joint marketing, creating new products, or advocating for the sector at the policy level. Resources: Fred Ferguson: https://www.buses.org/staff/fred-ferguson-mba-ms/ Terry Fischer: https://www.linkedin.com/in/terry-fischer-31895b122/ Patricia Cowley: https://www.linkedin.com/in/pcowley/ Jim Warren: https://www.linkedin.com/in/jim-warren-1b2b59187/ Stacey David: https://www.linkedin.com/in/stacey-david-940a214/ Todd Read: https://www.linkedin.com/in/todd-read-182ab73a/ Whitney Lubbers: https://www.linkedin.com/in/whitney-lubbers-07374360/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

    58 min

  6. 4 FEB

    How Tourism Fuels Economic Growth in Rural Livingston County, with Maureen Wheeler and Ashley Comeau

    On this episode of Destination on the Left, I talk with Maureen Wheeler, Deputy Director of Livingston County Economic Development, and Tourism Director Ashley Comeau to discuss the strategic moves Maureen's department made to bring tourism under the same roof as economic development. We talk about business retention and expansion, building robust small destinations, and why visitor spending is critical for rural areas. Ashley and Maureen also share more about the business plan contest designed to attract breweries, restaurants, and experiential businesses to the area, and how that initiative has created a pipeline of businesses for the county, leading to multiple collaborations. What You Will Learn in This Episode: How Maureen and Ashley's organizations collaborate in Livingston County to build a stronger local economy Why visitor spending is critical to sustaining small businesses and downtowns in rural areas Challenges Livingston County faced around having enough assets and experiences to keep visitors longer How the business plan contest process worked and why collaboration, even within a competition, was key to its success Why the Libation Loop became a flagship example of coopetition among local beverage businesses, and how it engaged both visitors and residents How branding and product development, including the launch of the LivCo identity, have helped locals embrace Livingston County as a place to be proud of Strategies Maureen and Ashley use to manage partnerships and set up collaborations for long-term success Economic Development Meets Tourism Livingston County's approach combines economic development and tourism efforts under one umbrella. This partnership creates what Maureen calls a virtuous cycle where tourism enhances local life and attracts new businesses, while a strong economy supports a better visitor experience. The end result is a coordinated push to grow both visitor spending and local prosperity, particularly critical for rural areas where businesses rely heavily on both types of revenue. Creativity in Addressing Core Challenges Like many rural destinations, Livingston County faces the challenge of needing more assets to promote, as Ashley explains. Visitors come to the area for headline attractions such as Letchworth State Park, but the county needs more restaurants, breweries, and experiential activities to encourage longer stays. This is what led to the business plan competition, a creative, strategic initiative designed to fill these gaps. By zeroing in on the types of experiences visitors crave (breweries, restaurants, indoor recreation), Livingston County has fueled a pipeline of new businesses, enriching the fabric of the destination. What sets this competition apart is its collaborative nature: participants go through entrepreneurship training together, forging connections and partnerships that last well beyond the contest itself. The Story of the Libation Loop One standout example of coopetition is the Libation Loop, a craft-beverage trail that began with a targeted competition to attract breweries. Rather than isolating single businesses, the team aimed to launch several breweries at once, strategically positioning them to link Livingston County to the wider Finger Lakes craft scene. What surprised the organizers most was the spirit of collaboration among the brewers, who supported one another while offering insights and partnership opportunities. As breweries opened and the trail matured, the baton was seamlessly passed to tourism to promote the new collective asset. The Libation Loop now features 12 participants (breweries, wineries, distilleries, and cideries) and is a highly sought-after product for visitors and locals alike. The involvement of local artists in designing the Loop map and branded merchandise has further strengthened pride and sense of place, with residents even adopting the "LivCo" brand into business names. It's not just about attracting tourists—it's about creating a community locals want to be part of. Resources: Website: https://www.visitlivco.com/ https://www.linkedin.com/in/maureen-wheeler-506685a0/ https://www.linkedin.com/in/ashley-freeman-comeau-pmp-a710597/ https://www.linkedin.com/company/livingston-county-economic-development/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

    40 min

  7. 28 JAN

    Using Tech to Create Exceptional Visitor Experiences, with Sondra Shannon

    On this episode of Destination on the Left, I talk with Sondra Shannon, CEO of Gatemaster Tech. Sondra and I discuss the art and importance of creating exceptional visitor experiences and how technology can help attractions remove friction for guests, increase revenue, and stand out in a competitive landscape. She also shares why keeping guests informed leads to happier experiences and how, just by walking around their attraction, leaders can turn firsthand insights into an improved guest experience. What You Will Learn in This Episode: Why removing friction from the guest journey is essential for happier visitors, bigger revenue, and more memorable family moments at attractions Strategies Sondra and her team use to identify and solve friction points at attractions How operational leaders and frontline staff benefit from "management by walking around" and being directly involved in the guest experience Why consistent and early training is critical for attraction teams, and how lack of confidence and poor communication can impact employee retention What creative value adds can set attractions apart and drive guest loyalty How digital transformation and going cashless are shaping visitor expectations An Invisible Engine Powering Seamless Experiences Technology is a part of the experience, and it shouldn't be a friction point. When technology is thoughtfully integrated, it dissolves many of the small frustrations that can sour a family's day at a theme park or museum. From ticket-purchasing workflows that set clear expectations to mobile ordering that eliminates long food lines, the right tech doesn't just improve operational efficiency, it actively enhances the experience. Surveys consistently show that informed guests are happier guests. Providing clear, early information about all options (from all-inclusive passes to extra add-ons) allows families to prepare and enjoy every moment together. Value-Adds That Show You Care Some of the most memorable attractions go the extra mile, sometimes in unexpected ways. Sondra highlights parks like Holiday World and Dollywood, where providing free drinks and sunscreen isn't just a marketing gimmick—it's a proactive way to care for guests' comfort and health. People once thought these "extras" were crazy, but these amenities have built tremendous goodwill and loyalty while distinguishing the park from competitors. Social media culture and shifting guest expectations have raised the bar even higher. Today, digital ticketing, contactless payments, and mobile access aren't just perks, they're de facto standards. Empowering Teams and Elevating Operations Guest satisfaction isn't just about what happens at the turnstile, it's deeply connected to operational excellence behind the scenes. One key theme that emerged from Sondra's experience, well-trained teams are more confident, more helpful, and much less likely to quit. Rapid, seasonal hiring makes this challenging, but ongoing education, especially incorporating communication and even sales training, equips staff to handle guest needs with confidence and empathy. Parks with strong training programs set a standard of excellence that's felt at every touchpoint. Giving staff practical communication tools is really vital, because your frontline people have tremendous insight into what guests really need. Resources: Website: https://gatemaster.com/ LinkedIn Personal: https://www.linkedin.com/in/sondrashannon/ LinkedIn Business: https://www.linkedin.com/company/gatemastertech/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

    38 min

  8. 21 JAN

    Prioritizing Return on Experience (ROX), with Lisa Conarton

    On this episode of Destination on the Left, I talk with Lisa Conarton, CEO of LC Elevated Hospitality, who shares compelling examples of what it means to be a leader in the hospitality and tourism industry. We discuss the importance of building trust, why collaboration is key to success, and the difference between ROI and 'return on experience' (ROX). Lisa also shares how people can be proactive rather than reactive and why understanding how to go with the flow is so important. What You Will Learn in This Episode: How Lisa built her career path in hospitality and tourism, moving from convention operations to launching her own destination management consultancy Why earning trust is necessary for leadership and success in hospitality How networking and partnerships have been essential in driving growth for Lisa How Lisa differentiates between ROI (return on investment) and ROX (return on experience), and why focusing on experience benefits both travelers and businesses Why championing creativity encourages authenticity What real-life crisis taught Lisa about letting go, going with the flow, and relying on cultivated partnerships to execute successful events How Lisa approaches partnerships and collaboration, and her examples of coopetition within New York State destination marketing The Pillars of Hospitality Leadership From full-service hotel management to destination marketing and now as she builds her own consultancy, Lisa has consistently sought out growth opportunities. Her experience has shown that there are three key areas you have to prioritize: Earning Trust Trust has to be earned, particularly in hospitality, where seamless service and reliability are so important. Lisa emphasizes that trust is built over and over and over again, and needs consistency and integrity in every interaction. Networking and Collaboration Networking is the avenue to future collaboration and partnerships, which are the real engines behind growth. Not only do great relationships provide support in crisis, but they also lead to opportunities for greater collective achievements. The very definition of coopetition. Return on Experience (ROX) While return on investment (ROI) is a familiar metric, Lisa also values "return on experience"—the transformative impact of meaningful, memorable interactions that benefit both guests and the businesses serving them. Planning and execution are vital, but so is the focus on creating memories that resonate long after a trip or event ends. The Power of Partnerships Lisa shares the story of a last minute challenge, when with only 24 hours, she had to move a 150-person event when the venue became unusable due to heat. Through her well-established industry relationships, the move was seamless. While meticulous planning is crucial, so is the ability to let go and trust your partners. From her involvement with New York State's Destination Marketing Organizations (DMOs) to local industry partnerships, Lisa's success stories center around shared values and transparent communication. She explains why it's so important to figure out where each partner fits, recognize strengths, and build collaborations that play to everyone's best qualities. Resources: Website: lcelevatedhospitality.com LinkedIn Personal: https://www.linkedin.com/in/lisaconarton/ LinkedIn Business: https://www.linkedin.com/company/lc-elevated-hospitality/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

    43 min
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Destination On The Left is a travel and tourism industry podcast hosted by Travel Alliance Partnership. Each episode explores successful collaborations, creative marketing ideas and best practices for both consumer and travel trade marketing programs. Interviews are a mix of Destination Marketers, Industry Leaders, Consultants and businesses in the industry.

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