Meet in the Lobby

Avendra International
  • 5.0 (8)
  • Business

A podcast by Avendra International, a global leading provider of hospitality procurement services. Avendra's lobby serves as the perfect meeting spot for the latest topics and news impacting the hospitality industry, including unique perspectives and innovative solutions from the industry's leading experts.

  1. 4d ago ·  Video

    How Hospitality Operators Can Retain Talent and Unlock New Revenue Opportunities | Meet in the Lobby

    In this episode of Meet in the Lobby, hosts Dorien Murphy and Melissa McCormack continue their conversation on cost savings by looking beyond contracts and traditional expense cutting. This time, the focus shifts to two of hospitality's biggest opportunities: retaining great people and finding new ways to generate revenue from spaces that properties already have. From hands-on leadership to reimagining an overlooked patio, pool deck, or outdoor area, Dorien and Melissa explore how operators can respond to continued cost pressure without sacrificing the guest experience. Retention Starts With Leadership With labor continuing to be one of hospitality's largest pressure points, Dorien shares a leadership philosophy that has stayed with him throughout his career: "encouraging the heart." For him, employee engagement begins with leaders being present, making their rounds, talking with associates, and understanding what their teams experience every day. That also means being willing to jump into the operation when needed. Whether working expo, helping on the grill, wiping plates, or serving guests, Dorien explains how being in the trenches alongside his team helped him build stronger relationships and contributed to higher associate and guest satisfaction. Melissa reinforces the importance of that top-down culture. Retention isn't only about compensation or benefits; employees' everyday experiences with their leaders can have a significant impact on whether they remain engaged with the organization. Turning Underutilized Spaces Into Revenue Cost savings don't always have to come from spending less. Sometimes, the opportunity is finding ways to make existing assets work harder. Melissa and Dorien explore how hotels can rethink common and underutilized areas to create additional revenue opportunities. Comfortable lobby spaces, grab-and-go concepts, coffee bars, autonomous markets, outdoor programming, and seasonal activations can encourage guests to spend more time—and potentially more money—on property. The key is understanding the property's market, guests, and available spaces rather than applying the same solution everywhere. From Empty Corners to Guest Experiences Dorien shares several examples from his own time in hotel operations, including partnering with a local studio to host sunrise spin classes with 20 bikes on the pool deck. The activation created an experience for guests while also opening an opportunity for pre-breakfast food and beverage revenue. He also recalls transforming space near the hotel's entrance into a check-in patio where guests could order drinks while waiting for their rooms and reimagining another area as a cigar lounge through a partnership with a local cigar company. The takeaway: sometimes the next revenue opportunity is already sitting inside—or just outside—the property. Operators simply need to look at the space differently. Leveraging Supplier Relationships The conversation also highlights the value of looking beyond the four walls of the hotel for ideas. Supplier partners are constantly in the market, seeing new products, concepts, and hospitality trends across different properties. Instead of viewing supplier relationships solely through the lens of purchasing, operators can tap into those relationships to identify new experiences, activations, and revenue opportunities that may already be working elsewhere. The Bigger Cost-Savings Lesson Part two of the conversation reinforces a broader idea: successful cost management is about intentionality. Operators facing continued cost pressure don't necessarily have to choose between financial performance, employee experience, and guest satisfaction. By staying proactive, remaining flexible, investing in their people, and finding creative ways to maximize existing assets, properties can uncover savings and revenue opportunities while keeping the guest experience at the center of their decisions.

    How Hospitality Operators Can Retain Talent and Unlock New Revenue Opportunities | Meet in the Lobby

  2. 4d ago

    How Hospitality Operators Can Retain Talent and Unlock New Revenue Opportunities | Meet in the Lobby

    In this episode of Meet in the Lobby, hosts Dorien Murphy and Melissa McCormack continue their conversation on cost savings by looking beyond contracts and traditional expense cutting. This time, the focus shifts to two of hospitality's biggest opportunities: retaining great people and finding new ways to generate revenue from spaces that properties already have. From hands-on leadership to reimagining an overlooked patio, pool deck, or outdoor area, Dorien and Melissa explore how operators can respond to continued cost pressure without sacrificing the guest experience. Retention Starts With Leadership With labor continuing to be one of hospitality's largest pressure points, Dorien shares a leadership philosophy that has stayed with him throughout his career: "encouraging the heart." For him, employee engagement begins with leaders being present, making their rounds, talking with associates, and understanding what their teams experience every day. That also means being willing to jump into the operation when needed. Whether working expo, helping on the grill, wiping plates, or serving guests, Dorien explains how being in the trenches alongside his team helped him build stronger relationships and contributed to higher associate and guest satisfaction. Melissa reinforces the importance of that top-down culture. Retention isn't only about compensation or benefits; employees' everyday experiences with their leaders can have a significant impact on whether they remain engaged with the organization. Turning Underutilized Spaces Into Revenue Cost savings don't always have to come from spending less. Sometimes, the opportunity is finding ways to make existing assets work harder. Melissa and Dorien explore how hotels can rethink common and underutilized areas to create additional revenue opportunities. Comfortable lobby spaces, grab-and-go concepts, coffee bars, autonomous markets, outdoor programming, and seasonal activations can encourage guests to spend more time—and potentially more money—on property. The key is understanding the property's market, guests, and available spaces rather than applying the same solution everywhere. From Empty Corners to Guest Experiences Dorien shares several examples from his own time in hotel operations, including partnering with a local studio to host sunrise spin classes with 20 bikes on the pool deck. The activation created an experience for guests while also opening an opportunity for pre-breakfast food and beverage revenue. He also recalls transforming space near the hotel's entrance into a check-in patio where guests could order drinks while waiting for their rooms and reimagining another area as a cigar lounge through a partnership with a local cigar company. The takeaway: sometimes the next revenue opportunity is already sitting inside—or just outside—the property. Operators simply need to look at the space differently. Leveraging Supplier Relationships The conversation also highlights the value of looking beyond the four walls of the hotel for ideas. Supplier partners are constantly in the market, seeing new products, concepts, and hospitality trends across different properties. Instead of viewing supplier relationships solely through the lens of purchasing, operators can tap into those relationships to identify new experiences, activations, and revenue opportunities that may already be working elsewhere. The Bigger Cost-Savings Lesson Part two of the conversation reinforces a broader idea: successful cost management is about intentionality. Operators facing continued cost pressure don't necessarily have to choose between financial performance, employee experience, and guest satisfaction. By staying proactive, remaining flexible, investing in their people, and finding creative ways to maximize existing assets, properties can uncover savings and revenue opportunities while keeping the guest experience at the center of their decisions.

  3. Aug 20

    How Hospitality Operators Can Cut Costs Without Compromising the Guest Experience PT 1

    In this episode of the "Meet in the Lobby" podcast from Avendra International, hosts Melissa McCormack and Dorien Murphy, address how hospitality operators can cut operational costs without compromising the guest experience. As industry experts, McCormack and Murphy examine practical, high-impact strategies that help properties navigate rising expenses. By focusing on smart procurement and menu optimization, operators can find new opportunities to drive revenue and increase savings. The Fine Margin of Guest Experience To illustrate the industry's intense focus on minute operational details, Dorien Murphy shares a humorous, yet highly relatable, anecdote from his career. He recalls a meeting where a group of hotel executives spent an hour debating the spreadability of breakfast butter. This story highlights how deeply hospitality professionals care about the guest experience, showing that even the smallest details are scrutinized to avoid damaging brand perception. However, it also sets up the central challenge of balancing this obsessive attention to quality with the financial realities of rising costs. Finding Invisible Savings in Service Contracts While operators often scrutinize guest-facing amenities, Dorien Murphy points out that significant savings reside in areas completely invisible to the guest. He advises operators to audit and renegotiate high-ticket, back-of-house service agreements, such as elevator maintenance and landscaping contracts. Because hotels frequently pay five- or six-figure sums annually for these agreements without regular review, renegotiating these terms can secure savings of 10% to 30% without affecting the guest's perception of luxury. The Psychology of Menu Engineering Turning to food and beverage operations, Melissa McCormack explains that boosting profitability does not require flatly raising menu prices. Instead, she details how operators can utilize menu engineering psychology to influence purchasing behavior. McCormack recommends removing currency indicators, such as dollar signs, because research shows that guests spend more when they are not constantly reminded of the financial cost of their meal. Additionally, she suggests strategically placing high-margin items in high-visibility areas, such as the top right corner of the menu, to naturally guide guest decisions. Spontaneous Delight and Operational Agility To close the discussion, the hosts share stories that highlight the value of proactive service and operational agility. Dorien Murphy describes a property that proactively served an Old Fashioned cocktail to guests during check-in, bypassing traditional bar wait times and creating immediate guest delight. He also recounts a high-stress incident where a server accidentally knocked over a tower of coffee mugs. This disaster serves as a reminder that operations rarely run perfectly, emphasizing that having an agile procurement partner is essential for rapid problem-solving and keeping service disruptions to a minimum.

  4. Aug 19 ·  Video

    How Hospitality Operators Can Cut Costs Without Compromising the Guest Experience PT 1

    In this episode of the "Meet in the Lobby" podcast from Avendra International, hosts Melissa McCormack and Dorien Murphy address how hospitality operators can cut operational costs without compromising the guest experience. As industry experts, McCormack and Murphy examine practical, high-impact strategies that help properties navigate rising expenses. By focusing on smart procurement and menu optimization, operators can find new opportunities to drive revenue and increase savings. The Fine Margin of Guest Experience To illustrate the industry's intense focus on minute operational details, Dorien Murphy shares a humorous, yet highly relatable, anecdote from his career. He recalls a meeting where a group of hotel executives spent an hour debating the spreadability of breakfast butter. This story highlights how deeply hospitality professionals care about the guest experience, showing that even the smallest details are scrutinized to avoid damaging brand perception. However, it also sets up the central challenge of balancing this obsessive attention to quality with the financial realities of rising costs. Finding Invisible Savings in Service Contracts While operators often scrutinize guest-facing amenities, Dorien Murphy points out that significant savings reside in areas completely invisible to the guest. He advises operators to audit and renegotiate high-ticket, back-of-house service agreements, such as elevator maintenance and landscaping contracts. Because hotels frequently pay five- or six-figure sums annually for these agreements without regular review, renegotiating these terms can secure savings of 10% to 30% without affecting the guest's perception of luxury. The Psychology of Menu Engineering Turning to food and beverage operations, Melissa McCormack explains that boosting profitability does not require flatly raising menu prices. Instead, she details how operators can utilize menu engineering psychology to influence purchasing behavior. McCormack recommends removing currency indicators, such as dollar signs, because research shows that guests spend more when they are not constantly reminded of the financial cost of their meal. Additionally, she suggests strategically placing high-margin items in high-visibility areas, such as the top right corner of the menu, to naturally guide guest decisions. Spontaneous Delight and Operational Agility To close the discussion, the hosts share stories that highlight the value of proactive service and operational agility. Dorien Murphy describes a property that proactively served an Old Fashioned cocktail to guests during check-in, bypassing traditional bar wait times and creating immediate guest delight. He also recounts a high-stress incident where a server accidentally knocked over a tower of coffee mugs. This disaster serves as a reminder that operations rarely run perfectly, emphasizing that having an agile procurement partner is essential for rapid problem-solving and keeping service disruptions to a minimum.

    How Hospitality Operators Can Cut Costs Without Compromising the Guest Experience PT 1

  5. Jul 30

    How to Prevent Burnout and Retain Talent in Hospitality | Meet in the Lobby by Avendra International

    Meet in the Lobby: How to Prevent Burnout and Retain Talent in Hospitality | Avendra International In this episode of Meet in the Lobby, hosts Dorien Murphy and Melissa McCormack welcome back hospitality leadership expert Christin Marvin, founder of Columbine Hospitality, for an honest conversation about one of the industry's biggest challenges: burnout. Together, they explore why burnout is often a symptom of leadership systems rather than individual resilience, and discuss how hospitality organizations can create healthier workplaces through intentional communication, trust, and people-first leadership. From recognizing the early signs of employee fatigue to building cultures where team members feel seen, heard, and supported, the discussion offers practical strategies for creating sustainable success in an ever-evolving industry. The episode also examines the role of AI as a leadership tool, helping operators spend less time on administrative work and more time coaching their teams and strengthening guest relationships. Building Cultures That Prevent Burnout The conversation begins by reframing burnout as more than simply working long hours. Christin explains that many burnout challenges stem from leadership behaviors, communication gaps, and organizational systems rather than individual shortcomings. Creating environments where employees feel comfortable discussing challenges early is essential to maintaining both engagement and performance. The Power of Meaningful One-on-One Conversations One of Christin's key recommendations is implementing regular one-on-one meetings between leaders and their teams. These conversations create opportunities to discuss both personal and professional well-being, uncover frustrations before they become larger issues, and strengthen trust across the organization. By investing consistent time in their people, leaders can build stronger relationships and identify burnout before it impacts performance. Why People Simply Want to Be Seen Melissa highlights a universal truth within hospitality: everyone wants to feel recognized. Whether it's employees seeking appreciation from leadership or guests returning because they feel personally connected, meaningful recognition plays a central role in creating memorable hospitality experiences. The discussion emphasizes that cultures built on appreciation often produce stronger teams and more loyal customers. Rethinking Traditional Leadership Reflecting on her own career, Christin discusses how the long-held belief of "leave your personal life at the door" can unintentionally create distance between leaders and their teams. Instead, she advocates for authentic leadership that balances professionalism with vulnerability, helping build trust while creating psychologically safe workplaces where employees feel comfortable sharing challenges. Recognizing Burnout Before It's Too Late The conversation explores the importance of paying attention to subtle behavioral changes, including decreased energy, inconsistent performance, shorter guest interactions, and communication shifts. Rather than waiting for significant performance issues to emerge, leaders are encouraged to proactively check in with employees and address concerns through open dialogue. Building Sustainable Teams When discussing common staffing challenges, Christin explains that leaders should look beyond immediate scheduling issues and instead evaluate the root causes behind turnover and staffing shortages. Hiring practices, onboarding, workplace culture, accountability, and employee engagement all play critical roles in building teams that remain committed over the long term. The Future of Hospitality Leadership Looking ahead, Christin believes the industry's strongest leaders will be those who remain curious, continuously seek improvement, and embrace new tools that allow them to better serve both employees and guests. She highlights AI as a valuable strategic partner that can streamline operational tasks, giving leaders more time to coach their teams, strengthen workplace culture, and deliver exceptional guest experiences

  6. Jul 30 ·  Video

    How to Prevent Burnout and Retain Talent in Hospitality | Meet in the Lobby by Avendra International

    Meet in the Lobby: How to Prevent Burnout and Retain Talent in Hospitality | Avendra International In this episode of Meet in the Lobby, hosts Dorien Murphy and Melissa McCormack welcome back hospitality leadership expert Christin Marvin, founder of Columbine Hospitality, for an honest conversation about one of the industry's biggest challenges: burnout. Together, they explore why burnout is often a symptom of leadership systems rather than individual resilience, and discuss how hospitality organizations can create healthier workplaces through intentional communication, trust, and people-first leadership. From recognizing the early signs of employee fatigue to building cultures where team members feel seen, heard, and supported, the discussion offers practical strategies for creating sustainable success in an ever-evolving industry. The episode also examines the role of AI as a leadership tool, helping operators spend less time on administrative work and more time coaching their teams and strengthening guest relationships. Building Cultures That Prevent Burnout The conversation begins by reframing burnout as more than simply working long hours. Christin explains that many burnout challenges stem from leadership behaviors, communication gaps, and organizational systems rather than individual shortcomings. Creating environments where employees feel comfortable discussing challenges early is essential to maintaining both engagement and performance. The Power of Meaningful One-on-One Conversations One of Christin's key recommendations is implementing regular one-on-one meetings between leaders and their teams. These conversations create opportunities to discuss both personal and professional wellbeing, uncover frustrations before they become larger issues, and strengthen trust across the organization. By investing consistent time in their people, leaders can build stronger relationships and identify burnout before it impacts performance. Why People Simply Want to Be Seen Melissa highlights a universal truth within hospitality: everyone wants to feel recognized. Whether it's employees seeking appreciation from leadership or guests returning because they feel personally connected, meaningful recognition plays a central role in creating memorable hospitality experiences. The discussion emphasizes that cultures built on appreciation often produce stronger teams and more loyal customers. Rethinking Traditional Leadership Reflecting on her own career, Christin discusses how the long-held belief of "leave your personal life at the door" can unintentionally create distance between leaders and their teams. Instead, she advocates for authentic leadership that balances professionalism with vulnerability, helping build trust while creating psychologically safe workplaces where employees feel comfortable sharing challenges. Recognizing Burnout Before It's Too Late The conversation explores the importance of paying attention to subtle behavioral changes, including decreased energy, inconsistent performance, shorter guest interactions, and communication shifts. Rather than waiting for significant performance issues to emerge, leaders are encouraged to proactively check in with employees and address concerns through open dialogue. Building Sustainable Teams When discussing common staffing challenges, Christin explains that leaders should look beyond immediate scheduling issues and instead evaluate the root causes behind turnover and staffing shortages. Hiring practices, onboarding, workplace culture, accountability, and employee engagement all play critical roles in building teams that remain committed over the long term. The Future of Hospitality Leadership Looking ahead, Christin believes the industry's strongest leaders will be those who remain curious, continuously seek improvement, and embrace new tools that allow them to better serve both employees and guests. She highlights AI as a valuable strategic partner that can streamline operational tasks, giving leaders more time to coach their teams, strengthen workplace culture, and deliver exceptional guest experiences

    How to Prevent Burnout and Retain Talent in Hospitality | Meet in the Lobby by Avendra International

  7. Jun 25

    Why "Beautiful Friction" Is Shaping the Future of Hospitality Leadership | Meet in the Lobby from Avendra International

    Meet in the Lobby: Why "Beautiful Friction" Is Shaping the Future of Hospitality Leadership | Meet in the Lobby from Avendra International In this episode of Meet in the Lobby, hosts Dorien Murphy and Melissa McCormack explore the changing landscape of the hospitality industry. Joined by industry veteran and founder of Columbine Hospitality, Christin Marvin, the conversation centers on the "million-dollar question" of leadership: how to build sustainable systems, attract the right talent, and elevate hotel restaurants from mere amenities to true culinary destinations. Finding the "Why" in Hospitality The episode opens with an examination of the enduring appeal of the hospitality sector. Murphy and McCormack discuss the industry's unique connectivity and the constant, unwavering focus on the guest experience. Christin Marvin shares her journey, beginning as a 15-year-old on the line and progressing through roles in luxury properties like The Broadmoor. She notes that her early career in a Five-Star, Five-Diamond resort taught her the "art of never saying no" and the power of storytelling. This foundational experience shifted her perspective from simply executing tasks to creating memorable guest experiences, a passion she continues to apply in her consulting work today. The Blueprint for Sustainable Leadership Addressing the challenge of how operators can step back from "putting out fires" to focus on long-term strategy, Marvin offers a clear framework for leadership: Define Core Values First: Before hiring, operators must define the core values and desired cultural behaviors (e.g., integrity, curiosity, problem-solving). This creates a roadmap for the type of leader needed. Work On the Business, Not In It: The goal is to build a structure where the owner or founder does not have to be physically present to handle daily operational crises. Avoid the Talent Myth: Marvin pushes back against the narrative that "good people are hard to find." She argues that when businesses clearly define their values and target audience, they can successfully attract and retain the right talent. Navigating "Beautiful Friction" in the Workforce The panel discusses the profound shift in the labor market following the pandemic. With the loss of significant institutional knowledge, the industry is seeing an influx of new talent that demands a different workplace culture. Marvin describes this shift as "beautiful friction." Today’s workforce is challenging historical industry norms regarding work-life balance and workload. The takeaway for operators is clear: those who lean into these demands by providing better quality of life and benefits are seeing success in retention, while those holding onto "old school" mentalities continue to struggle with turnover. Hotel Restaurants: From Amenity to Destination A significant portion of the discussion focuses on how hotel restaurants can break out of the "amenity" trap. Marvin offers a direct perspective: Adopt an Independent Mindset: Even with the structural benefits of being inside a hotel (e.g., existing marketing, maintenance, and facility support), hotel restaurants must operate with the same rigor and standard of excellence as a top-tier standalone restaurant. Focus on Output: Success is driven by the quality of the experience within the four walls. Whether it is the beverage program, the guest interaction, or the culinary narrative, the restaurant should be a place that locals choose as their primary dining destination. Looking Ahead The conversation concludes by setting the stage for the next episode, which will dive deeper into the critical issues of industry burnout, sustainable leadership strategies, and the long-term future of hospitality.

  8. Jun 25 ·  Video

    Why "Beautiful Friction" Is Shaping the Future of Hospitality Leadership | Meet in the Lobby from Avendra International

    Meet in the Lobby: Why "Beautiful Friction" Is Shaping the Future of Hospitality Leadership | Meet in the Lobby from Avendra International In this episode of Meet in the Lobby, hosts Dorien Murphy and Melissa McCormack explore the changing landscape of the hospitality industry. Joined by industry veteran and founder of Columbine Hospitality, Christin Marvin, the conversation centers on the "million-dollar question" of leadership: how to build sustainable systems, attract the right talent, and elevate hotel restaurants from mere amenities to true culinary destinations. Finding the "Why" in Hospitality The episode opens with an examination of the enduring appeal of the hospitality sector. Murphy and McCormack discuss the industry's unique connectivity and the constant, unwavering focus on the guest experience. Christin Marvin shares her journey, beginning as a 15-year-old on the line and progressing through roles in luxury properties like The Broadmoor. She notes that her early career in a Five-Star, Five-Diamond resort taught her the "art of never saying no" and the power of storytelling. This foundational experience shifted her perspective from simply executing tasks to creating memorable guest experiences, a passion she continues to apply in her consulting work today. The Blueprint for Sustainable Leadership Addressing the challenge of how operators can step back from "putting out fires" to focus on long-term strategy, Marvin offers a clear framework for leadership: Define Core Values First: Before hiring, operators must define the core values and desired cultural behaviors (e.g., integrity, curiosity, problem-solving). This creates a roadmap for the type of leader needed. Work On the Business, Not In It: The goal is to build a structure where the owner or founder does not have to be physically present to handle daily operational crises. Avoid the Talent Myth: Marvin pushes back against the narrative that "good people are hard to find." She argues that when businesses clearly define their values and target audience, they can successfully attract and retain the right talent. Navigating "Beautiful Friction" in the Workforce The panel discusses the profound shift in the labor market following the pandemic. With the loss of significant institutional knowledge, the industry is seeing an influx of new talent that demands a different workplace culture. Marvin describes this shift as "beautiful friction." Today’s workforce is challenging historical industry norms regarding work-life balance and workload. The takeaway for operators is clear: those who lean into these demands by providing better quality of life and benefits are seeing success in retention, while those holding onto "old school" mentalities continue to struggle with turnover. Hotel Restaurants: From Amenity to Destination A significant portion of the discussion focuses on how hotel restaurants can break out of the "amenity" trap. Marvin offers a direct perspective: Adopt an Independent Mindset: Even with the structural benefits of being inside a hotel (e.g., existing marketing, maintenance, and facility support), hotel restaurants must operate with the same rigor and standard of excellence as a top-tier standalone restaurant. Focus on Output: Success is driven by the quality of the experience within the four walls. Whether it is the beverage program, the guest interaction, or the culinary narrative, the restaurant should be a place that locals choose as their primary dining destination. Looking Ahead The conversation concludes by setting the stage for the next episode, which will dive deeper into the critical issues of industry burnout, sustainable leadership strategies, and the long-term future of hospitality.

    Why "Beautiful Friction" Is Shaping the Future of Hospitality Leadership | Meet in the Lobby from Avendra International
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Ratings & Reviews

5
out of 5
8 Ratings

About

A podcast by Avendra International, a global leading provider of hospitality procurement services. Avendra's lobby serves as the perfect meeting spot for the latest topics and news impacting the hospitality industry, including unique perspectives and innovative solutions from the industry's leading experts.

Information

  • Creator
    Avendra International
  • Years Active
    2025 - 2026
  • Episodes
    35
  • Rating
    Clean
  • Copyright
    © 2025
  • Show Website
    Meet in the Lobby