Connected Conversations

Crowne Plaza
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The Connected Conversations podcast features real conversations with hotel leaders who are sharing bright ideas and effective solutions. You’re a part of our unique community of Crowne Plaza hotel leaders from around the world. The goal of this podcast is simple: We’re making our community stronger...and more connected. In the show, we’re sharing our experiences and best practices, because we have so much in common, and we can all learn from each other.

Episodes

  1. 30/10/2025

    Ep. 10: Creative Problem Handling

    Description Join Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) and Maurice Janssen, GM of the Crowne Plaza® Budapest as they discuss Creative Problem Handling and what that looks like in their hotels. Resources:  IHG Problem Handling  Course ID# IHG056045 Meet Your Host & Guest  Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues. Want to connect with Sharon? LinkedIn Guest: Maurice Janssen has nearly 20 years of experience in hospitality and has worked in hotels from San Francisco to Rome to Amsterdam.  Want to connect with Maurice? LinkedIn

    24 min

  2. 23/10/2025

    Ep. 9: How to Improve Recruiting, Hiring, and Retention

    Description Join Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) as she discusses best practices related to recruiting, hiring, and retaining talent with Nic DiLillo, Vice President of Hospitality Relations Playhouse Square & Crowne Plaza Cleveland, OH, Christo Botha, GM Crowne Plaza® Belfast, and Kevin Hill, GM Crowne Plaza® Atlanta NE - Norcross. Resources:  People Tools  Meet the Host & Guests:  Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues. Want to connect with Sharon? LinkedIn Guest:  Nic DiLillo has many years experience in hospitality and believes in the importance of hiring the right people and then investing in them. Nic has twice been named Ohio’s General Manager of the Year. Want to connect with Nic? LinkedIn Guest: Christo Botha has served in hotels on multiple continents and thus has wide range of experiences and knowledge to share. Christo is now a part of Andras Hotels, Northern Ireland’s largest hotel group. Want to connect with Christo? LinkedIn

    29 min

  3. 16/10/2025

    Ep. 8: Loyalty and Enrollments

    Description Join Kristin Klebanov, Vice President of Loyalty Strategy & Performance at IHG, Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas), and Raffi Torikian, General Manager at Crowne Plaza® Dubai Marina as they discuss Loyalty, Enrollments and what that means for employees and guests.  Resources: Link for the IHG One Rewards App  Loyalty Training & Training Resources  Loyalty Quick Links & Contact Information  Meet Your Host & Guests:   Host: Kristin Klebanov has been with IHG Hotels & Resorts for almost 10 years and offers a specific expertise in Loyalty Planning, Member Insights & Experience, Program Strategy and Performance Strategy.  Want to connect with Kristin? LinkedIn   Guest: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza community of colleagues. Want to connect with Sharon? LinkedIn   Guest: Raffi Torikian has worked with brands within IHG Hotels and Resorts for almost 9 years and has a total of 22 years of experience in the hospitality industry. Raffi is skilled in developing and training teams, effectively controlling cost, and achieving revenue while ensuring high guest satisfaction ratings in competitive environments. Want to connect with Raffi? LinkedIn    Special Mention: Tyler Forsyth, Guest Relations Manager at the Crowne Plaza® Ravinia (Americas) is mentioned during this episode. Want to connect with Tyler? LinkedIn

    17 min

  4. 09/10/2025

    Ep. 7: Loyalty and Recognition

    Description Join Kristin Klebanov, Vice President of Loyalty Strategy & Performance at IHG, Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas), and Raffi Torikian, General Manager at Crowne Plaza® Dubai Marina as they discuss Loyalty, Enrollments and what that means for employees and guests.  Resources: Link for the IHG One Rewards App  Loyalty Training & Training Resources  Loyalty Quick Links & Contact Information  Meet Your Host & Guests:   Host: Kristin Klebanov has been with IHG Hotels & Resorts for almost 10 years and offers a specific expertise in Loyalty Planning, Member Insights & Experience, Program Strategy and Performance Strategy.  Want to connect with Kristin? LinkedIn   Guest: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza community of colleagues. Want to connect with Sharon? LinkedIn   Guest: Raffi Torikian has worked with brands within IHG Hotels and Resorts for almost 9 years and has a total of 22 years of experience in the hospitality industry. Raffi is skilled in developing and training teams, effectively controlling cost, and achieving revenue while ensuring high guest satisfaction ratings in competitive environments. Want to connect with Raffi? LinkedIn    Special Mention: Tyler Forsyth, Guest Relations Manager at the Crowne Plaza® Ravinia (Americas) is mentioned during this episode. Want to connect with Tyler? LinkedIn

    25 min

  5. 02/10/2025

    Ep. 6: The Value of Loyalty

    Description Join Kristin Klebanov, Vice President of Loyalty Strategy & Performance at IHG, Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas), and Raffi Torikian, General Manager at Crowne Plaza® Dubai Marina as they discuss Loyalty, Enrollments and what that means for employees and guests.  Resources: Link for the IHG One Rewards App  Loyalty Training & Training Resources  Loyalty Quick Links & Contact Information  Meet Your Host & Guests:   Host: Kristin Klebanov has been with IHG Hotels & Resorts for almost 10 years and offers a specific expertise in Loyalty Planning, Member Insights & Experience, Program Strategy and Performance Strategy.  Want to connect with Kristin? LinkedIn   Guest: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza community of colleagues. Want to connect with Sharon? LinkedIn   Guest: Raffi Torikian has worked with brands within IHG Hotels and Resorts for almost 9 years and has a total of 22 years of experience in the hospitality industry. Raffi is skilled in developing and training teams, effectively controlling cost, and achieving revenue while ensuring high guest satisfaction ratings in competitive environments. Want to connect with Raffi? LinkedIn    Special Mention: Tyler Forsyth, Guest Relations Manager at the Crowne Plaza® Ravinia (ATL) is mentioned during this episode. Want to connect with Tyler? LinkedIn

    19 min

  6. 25/09/2025

    Ep. 5: Brand Differentiators - Crowne Plaza® Social

    Description Join Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) as she discusses brand differentiators and what that means for our employees and guests. She speaks with Akemi Shapiro, Director of Sales and Marketing at Crowne Plaza® Ventura Beach Hotel; Russell Sheppard, GM at ANA Crowne Plaza® Narita; Stephen Wills, GM at Crowne Plaza® Hawkesbury Valley; and Nick Stangle, F&B GM at Crowne Plaza® Ventura Beach. In this episode, they’ll specifically be covering how they’re approaching their Crowne Plaza® Social programs.  Resources:  Crowne Plaza® Brand Differentiators – Crowne Plaza® SocialMeet Your Host & Guests  Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues with as much knowledge as she can. Want to connect with Sharon? LinkedIn   Guest: Akemi Shapiro has served in multiple positions at the Crowne Plaza® Ventura Beach Hotel since 2008, and her work in Hospitality stretches back to the 1990s.  Want to connect with Akemi? LinkedIn   Guest: Russell Sheppard has held numerous positions within IHG for more than 18 years in locations including Okinawa, Tokyo, Australia, Vietnam, San Francisco, and New Zealand.  Want to connect with Russell? LinkedIn   Guest: Stephen Wills has more than 13 years working within the Hospitality industry, including his last five within IHG around Australia.  Want to connect with Stephen? LinkedIn   Guest: Nick Stangle has been working in F&B and Hospitality for more than 10 years, and he piloted the Crowne Plaza® Social and Meetings and Events Concierge program in his hotel.  Want to connect with Nick? LinkedIn

    25 min

  7. 18/09/2025

    Ep. 4: Brand Differentiators - Meetings and Events

    Description Join Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) as she discusses brand differentiators and what that means for our employees and guests. She speaks with Akemi Shapiro, Director of Sales and Marketing at Crowne Plaza Ventura® Beach Hotel; Russell Sheppard, GM at ANA Crowne Plaza® Narita; Stephen Wills, GM at Crowne Plaza® Hawkesbury Valley; and Nick Stangle, F&B GM at Crowne Plaza® Ventura Beach. In this episode, they’ll specifically be covering how they’re approaching meetings and events.  Resources:  Crowne Plaza Brand Differentiators – M&E Concierge  Meet Your Host & Guests  Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues with as much knowledge as she can. Want to connect with Sharon? LinkedIn Guest: Akemi Shapiro has served in multiple positions at the Crowne Plaza® Ventura Beach Hotel since 2008, and her work in Hospitality stretches back to the 1990s.  Want to connect with Akemi? LinkedIn Guest: Russell Sheppard has held numerous positions within IHG for more than 18 years in locations including Okinawa, Tokyo, Australia, Vietnam, San Francisco, and New Zealand.  Want to connect with Russell? LinkedIn Guest: Stephen Wills has more than 13 years working within the Hospitality industry, including his last five within IHG around Australia.  Want to connect with Stephen? LinkedIn Guest: Nick Stangle has been working in F&B and Hospitality for more than 10 years, and he piloted the Crowne Plaza® Social and Meetings and Events Concierge program in his hotel.  Want to connect with Nick? LinkedIn

    17 min

  8. 11/09/2025

    Ep. 3: Brand Differentiators - Daily Rituals

    Description Join Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) as she discusses brand differentiators and what that means for our employees and guests. She speaks with Akemi Shapiro, Director of Sales and Marketing at Crowne Plaza® Ventura Beach Hotel; Russell Sheppard, GM at ANA Crowne Plaza® Narita; Stephen Wills, GM at Crowne Plaza® Hawkesbury Valley; and Nick Stangle, F&B GM at Crowne Plaza® Ventura Beach. In this episode, they’ll specifically be covering Daily Rituals, part of the Blended Travel differentiator.  Resources:  Crowne Plaza Brand Differentiators – Daily RitualsMeet Your Host & Guests  Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues with as much knowledge as she can. Want to connect with Sharon? LinkedIn   Guest: Akemi Shapiro has served in multiple positions at the Crowne Plaza® Ventura Beach Hotel since 2008, and her work in Hospitality stretches back to the 1990s.  Want to connect with Akemi? LinkedIn   Guest: Russell Sheppard has held numerous positions within IHG for more than 18 years in locations including Okinawa, Tokyo, Australia, Vietnam, San Francisco, and New Zealand.  Want to connect with Russell? LinkedIn   Guest: Stephen Wills has more than 13 years working within the Hospitality industry, including his last five within IHG around Australia.  Want to connect with Stephen? LinkedIn   Guest: Nick Stangle has been working in F&B and Hospitality for more than 10 years, and he piloted the Crowne Plaza® Social and Meetings and Events Concierge program in his hotel.  Want to connect with Nick? LinkedIn

    16 min

  9. 28/08/2025

    Ep. 2: Employee Empowerment

    Join Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas), Mike McCarthy, Vice President of Operations and Development at Sharcon Hotel Management and GM Crowne Plaza® Dulles and Mark Tasker, GM at the Crowne Plaza® Liverpool City Center as they discuss employee empowerment.  Resources: Empowerment Agreement   Crowne Plaza® “Connected to You” Culture Hub Access via the Brand Services & Tools Page on IHG University.  Brand Service & Tools Page      Log on with Merlin IDSelect RegionSelect Crowne Plaza Column 1:  Service Culture HubSelect Language Meet the Host & Guests:  Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for equipping the Crowne Plaza® community of colleagues. Want to connect with Sharon? LinkedIn Guest: Mike McCarthy is the Vice President of Operations & Development for Sharcon Hotel Management. Mike is a proven hospitality professional with a talent for team development and hotel performance. Want to connect with Mike? LinkedIn Guest: Mark Tasker is the General Manager at the Crowne Plaza® Liverpool City Center. Mark has vast experience in revenue optimization, strategic planning, improving operational efficiency, team building and project management. Want to connect with Mark? LinkedIn

    32 min

  10. 19/06/2025

    Ep. 1: Brand Evolution

    Join Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) and Ginger Taggart, Vice President, IHG Global Marketing and Brand Management as they discuss Brand Evolution. Resources: IHG Brand CentralCrowne Plaza Meet Your Host & Guest: Host: Sharon Kilmartin has been with IHG Hotels & Resorts for over 35 years and has a wealth of experience to share. Sharon has a passion for sharing knowledge with the Crowne Plaza® community of colleagues. Want to connect with Sharon? LinkedIn Guest: Ginger Taggart is an IHG global brand leader with a proven track record of driving effective marketing and commercial growth for well-known global brands. Her experience spans across brand management, marketing, and commercial growth and delivery focused on results and driving brand growth. Want to connect with Ginger? LinkedIn

    18 min
  • 10 Episodes

About

The Connected Conversations podcast features real conversations with hotel leaders who are sharing bright ideas and effective solutions. You’re a part of our unique community of Crowne Plaza hotel leaders from around the world. The goal of this podcast is simple: We’re making our community stronger...and more connected. In the show, we’re sharing our experiences and best practices, because we have so much in common, and we can all learn from each other.

Information

  • Creator
    Crowne Plaza
  • Years Active
    2K
  • Episodes
    10
  • Rating
    Clean
  • Copyright
    © 2025 Connected Conversations
  • Show Website
    Connected Conversations