34 episodes

Welcome to The Proven Principles Hospitality Podcast!

This show is aimed at demystifying the inner workings of the hospitality industry, and breaking down the tools, tips and tricks that the world's best run hotels use everyday.

Each week you'll find hospitality experts from all corners of the industry sharing insights, best practices and skills needed to help you and your business thrive; all hosted by Adam Knight, Principal at Knowing Hospitality.

Knowing Hospitality is a full service hotel management and consulting company. Visit https://knowinghospitality.com to learn more.

The Proven Principles Hospitality Podcast Adam Knight

    • Management
    • 4.2 • 5 Ratings

Welcome to The Proven Principles Hospitality Podcast!

This show is aimed at demystifying the inner workings of the hospitality industry, and breaking down the tools, tips and tricks that the world's best run hotels use everyday.

Each week you'll find hospitality experts from all corners of the industry sharing insights, best practices and skills needed to help you and your business thrive; all hosted by Adam Knight, Principal at Knowing Hospitality.

Knowing Hospitality is a full service hotel management and consulting company. Visit https://knowinghospitality.com to learn more.

    Ep. 30: Matthieu Mauguin - On What Hotels Can Learn From Airbnb’s Response to the COVID-19 Crisis

    Ep. 30: Matthieu Mauguin - On What Hotels Can Learn From Airbnb’s Response to the COVID-19 Crisis

    In the early days of the pandemic, Airbnb made headlines when an internal email to their employees regarding layoffs and restructuring was released. It was widely seen as a positive example of empathetic leadership and used as an example of how senior leaders in hospitality should conduct themselves in light of the turmoil in the industry. Shortly after, the company rapidly made changes to their customer offerings, website, booking policy and a host of other updates in order to hold back the tide of cancellations and anemic future bookings.

    On this episode, Matthieu Mauguin, Digital Marketing Manager at PrivateDeal, a Swiss company providing an innovative negotiation solution for hotels to drive more direct bookings, dives in to the actions that Airbnb took in the early days of the pandemic and what hotels can learn as the industry continues to battle the current environment.

    Effective communication, marketing, innovation, quick reaction… these are all principles that are more important than ever.

    On this episode we discuss:


    The services that PrivateDeal provides hotels (2:45)

    How Airbnb approached the COVID-19 crisis (7:50)

    Reservation cancellation policies: Airbnb vs OTAs (10:44)

    Does “Brand” get in the way of authentic communication? (13:40)

    What hotels should be doing to increase their length of stay? (17:40)

    Competing against OTAs to improve direct bookings (20:24)


    About Matthieu

    Matthieu Mauguin is the digital marketing manager for PrivateDeal, a Swiss company providing an innovative negotiation solution for hotels. After graduating in Marketing & Management, Matthieu decided to enter the travel industry and now helps hoteliers drive more direct bookings with PrivateDeal.



    Links

    Website: www.privatedeal.com 

    PrivateDeal LinkedIn: https://www.linkedin.com/company/privatedeal-sa/

    Matthieu Mauguin LinkedIn: https://www.linkedin.com/in/matthieu-mauguin-4077a8136/

    What Hotels Can Learn from Airbnb: https://insights.ehotelier.com/insights/2020/09/24/what-hotels-can-learn-from-airbnbs-response-to-the-covid-19-crisis/

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    Do you need to revamp your hospitality business strategy? Do you need help with a project or someone to work with on a tough problem in your hotel or restaurant?

    If I can help you in any way, please don’t hesitate to reach out. You can book a free call with me by going to knowinghospitality.com/contact


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    • 29 min
    Ep. 29: Denis Severyuk - On Making the Right Decisions About Hotel Technology

    Ep. 29: Denis Severyuk - On Making the Right Decisions About Hotel Technology

    With all the renewed interest in hotel technology, especially with contactless solutions, having Denis on the show to discuss the process of choosing and implementing new tech into your hotel as well as some of the hurdles and pitfalls to be aware of is very timely.

    This is a huge subject and we could probably do two or three episodes on it but Denis does a great job of outlining the issues that his platform and others are trying to solve, and what decision makers should be looking at before making a final call on which platforms to bring in to their property.

    Denis speaks with hoteliers all over the world, and in spite of the issues facing our industry it was great to hear that no matter where you're located, we’re all dealing with the same set of challenges.

    On this episode we discuss:


    The issues that hotel technology should be trying to solve (11:33)

    What are some of the technology pain points that need to be addressed in the hotel industry (17:23)

    Integration of legacy tech and the new disruptors (26:17)

    The barriers to brining in various technology solutions (aside from price) and how to overcome them (34:00)

    Looking down the road - the future of hotel technology (45:27)



    About Denis

    Denis is the CEO of HotelFriend and has a PhD in Business Informatics from the University of Leipzig in Leipzig, Germany. As part of his degree, he analyzed the extreme programming software development methodology which is intended to improve software quality and responsiveness to changing customer requirements.

    His travels led him to realize that there are many optimization options within the hotel industry, beginning with helping people find the right place to sleep, the right facilities to meet their needs,. and how to manage guest requests. This ultimately resulted in the creation of HotelFriend, a software company that creates solutions for hotels and guests.



    Links

    HotelFriend product: https://hotelfriend.com/b/products 

    Order Management System (contact-free digital orders): https://hotelfriend.com/b/order-management-system 

    Guest Concierge App: https://hotelfriend.com/b/hotel-mobile-app 

    Funding program for German hoteliers: https://hotelfriend.com/b/digital-jetzt 

    LinkedIn: https://www.linkedin.com/in/denisseveryuk/

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    Do you need to revamp your hospitality business strategy? Do you need help with a project or someone to work with on a tough problem in your hotel or restaurant?

    If I can help you in any way, please don’t hesitate to reach out. You can book a free call with me by going to knowinghospitality.com/contact


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    • 49 min
    Ep. 28: Nicole Warner - On Opening a Hotel During Uncertain Times

    Ep. 28: Nicole Warner - On Opening a Hotel During Uncertain Times

    Opening a hotel during a pandemic may seem strange but that’s exactly what Nicole Warner, General Manager of the all new Hotel Millwright in the Amana Colonies of Iowa was tasked with doing. On this episode of the podcast, we’re diving into operations and talking about bringing a hotel to life.

    Nicole shares insights into how the opening process was planned and executed, building a high performing team, and what it’s like being a property leader during one of the most difficult times in the hospitality industry.

    She illustrates how the hotels’ principles of proper training, engaging service, a great product and thoughtful touches, have not only kept them busy, but driven business from all over the country, even while many hotels and markets struggle during the downturn.

    This episode is a great reminder that no matter what hotels are dealing with today, the fundamentals of communication, transparency and empathy are more important than ever.

    On this episode we discuss:


    Marketing the opening of the hotel (4:50)

    The guest mix at the hotel (6:00)

    How the hotel has been managing COVID-19 (6:55)

    What it’s been like as a GM during a time of upheaval and crisis in hospitality (8:20)

    The process of opening a hotel: 90 days out to day of (10:27)

    Training a entirely new team for the pandemic (13:21)

    Actionable learnings through the hotel opening (16:54)

    How thinking and execution of guest programming and activities has changed (19:52)

    A message to other hotel GM’s (26:42)


    About Nicole

    Nicole Warner is the General Manager at Hotel Millwright in Iowa and a long-time Operations and Hospitality Director with industry experience in Colorado, Washington, and California. Nicole demands results: at one location, she spearheaded resort improvements that increased rental revenue by 18% and generated $1 million in revenue. At another site, she increased employee satisfaction by 21% in one year. Nicole is an Iowa City, Iowa native and so she’s excited to be back in her home state. She’s also got a wicked sense of humor.

    And the songs:


    Daft Punk, Around the World

    Dope Lemon and Winston Surfshirt, Every Day is a Holiday


    Links

    Hotel Millwright: https://hotelmillwright.com

    LinkedIn: https://www.linkedin.com/in/nicolebealrrp/

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    We want to hear from you! Send in a voice message or review to the podcast: https://anchor.fm/provenprinciples/message

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    Do you need to revamp your hospitality business strategy? Do you need help with a project or someone to work with on a tough problem in your hotel or restaurant?

    If I can help you in any way, please don’t hesitate to reach out. You can book a free call with me by going to knowinghospitality.com/contact


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    • 29 min
    Ep. 27: Fabian Bartnick - On Optimizing Revenue Management Through AI

    Ep. 27: Fabian Bartnick - On Optimizing Revenue Management Through AI

    Fabian Bartnick is the Founder of Infinito, a technology company dedicated to improving the work-life balance of hotel managers through IVI, a personal revenue management assistant.

    Rates, occupancy and market share are at the heart of many hotel business conversations right now but because everything is so uncertain at the moment, I asked Fabian on the show to talk about new ways of looking at and interpreting data. He gives us visibility on where the practice of revenue management is going, shows us how to make better decisions about hotel performance and why we shouldn’t leave this critical function to chance.

    This was a really interesting discussion - We’re looking in to the future on this episode!

    On this episode we discuss:


    IVI, revenue optimization, data visualization and behavior change (6:37)
    Habits exist in business too - why it’s beneficial to break out of them (10:30)
    Why revenue management has become so difficult (14:40)
    Rate recommendations vs. behavioral change (16:58)
    Does RevPAR Index mean anything? Is it just a vanity metric? (21:48)
    How do you price when there’s no demand? (24:27)
    Fighting confirmation bias in decision making (26:07)
    Looking ahead: the evolution of revenue management (31:14)


    About Fabian

    Fabian is the Founder of Infinito, a technology company with the vision of becoming the google assistant of revenue management through IVI – a virtual Revenue Management Assistant. He previously was the Vice President of Asia Pacific & International business at LodgIQ overlooking all commercial aspects internationally as well as operations across APAC. Prior he was the Director of Global Revenue Generation at Tune Hotels Group encompassing Sales, Distribution, Business Analytics, Revenue Management and the Central Reservations Office.

    Having lived and worked across 4 continents, Fabian has a rich history in hospitality and a thorough understanding of the global revenue optimization landscape as a user, builder and seller of technology.

    Fabian has successfully turned around revenue performance in many companies by providing strategic consulting services in over 25 countries as well developing powerful revenue analytics solutions that empower the business to maximize its revenue potential. Fabian has been on the Board of Directors for HSMAI South East Asia and currently sits on the HSMAI Revenue Advisory Board.



    Links

    LinkedIn: https://www.linkedin.com/in/fabianbartnick/

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    Do you need to revamp your hospitality business strategy? Do you need help with a project or someone to work with on a tough problem in your hotel or restaurant?

    If I can help you in any way, please don’t hesitate to reach out. You can book a free call with me by going to knowinghospitality.com/contact

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    Episode transcript here.




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    • 37 min
    #26: Tony Matthews - On Love Hate Hotels and Career Development

    #26: Tony Matthews - On Love Hate Hotels and Career Development

    Tony has had quite a ride in the hospitality industry, and he outlines it all in his book series, Love Hate Hotels. His lighthearted, yet detailed and illustrative writing about his career in hospitality gives a behind the scenes look at what it’s like in the trenches of a hotel and why so many of us both love and hate the industry.

    He discusses how he got his start and climbed the ladder, moving from position to position, hotel to hotel; lessons learned through his journey and his message to those just getting started in their career. This was a fun episode that sparked discussion about education vs. experience and brought back many memories from my own career in hotels.

    On this episode we discuss:


    Why working in hospitality is so unique (11:58)
    The career-long lessons and leanings from working at the Front Desk (15:00)
    Moving/Bouncing from job to job (20:09)
    Career progression decisions - going from Operations to Sales (23:35)
    Hospitality management degrees and other education opportunities (36:09)
    Cultural changes needed in hospitality (46:00)
    The ultimate message of “Love Hate Hotels” (1:00:10)


    About Tony

    Tony Matthews II is the Author of the Love Hate Hotels book series, Creator of @LoveHateHotels across social media platforms, and Founder of Love Hate Hotels, Inc. (hotel headhunting, consulting, & influencing).



    Links

    Instagram: @LoveHateHotels

    Twitter: @LoveHateHotels

    Link to purchase the first Love Hate Hotels book: https://amzn.to/2Z5h5Of

    Shop: https://lovehatehotels.spreadshirt.com/

    Youtube: https://www.youtube.com/user/tonymatthewsii

    LinkedIn: https://www.linkedin.com/in/tonymatthewsii

    Inquiries: Tony@LoveHateHotels.com

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    Do you need to revamp your hospitality business strategy? Do you need help with a project or someone to work with on a tough problem in your hotel or restaurant?

    If I can help you in any way, please don’t hesitate to reach out. You can book a free call with me by going to knowinghospitality.com/contact


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    • 1 hr 4 min
    Become a Hospitality Game Changer - Join Our Community

    Become a Hospitality Game Changer - Join Our Community

    Staring down the barrel of a 60% permanent closure rate...It's time to fix what's broken. It’s time to change the game. 

    The hospitality industry is at a pivotal point and it has become painfully obvious that business acumen and strategic planning will matter just as much as resilience. 

    There's no shortage of resources ranging from how to apply for loans to how to negotiate with your landlord. At some point, we will turn our sights towards the future and, when that time comes, we’ll need the tools and strategies to thrive, not just survive. 

    In the hospitality industry, we fix our own problems. This is no different. We’ve created a group called The Hospitality Game Changers It’s on Facebook, a platform you already use daily. 

    It’s a space just for us where we’re tackling the most difficult issues facing our industry and creating solutions. It’s updated daily with the most compelling audio, written and video content to make sure you’re plugged in to what’s going on today and what can help us tomorrow. 

    It’s quick, easy and free to join. Just click here or login to Facebook and search Hospitality Game Changers in the search bar. Click join and you’re all set. 

    We can’t change the cards that we are dealt, but we can change how we play the game. 

    We'll see you there, 

    Josh, Michael, Wil, Shaun and Adam

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    Do you need to revamp your hospitality business strategy? Do you need help with a project or someone to work with on a tough problem in your hotel or restaurant? 

    If I can help you in any way, please don’t hesitate to reach out. You can book a free call with me by going to knowinghospitality.com/contact




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    • 1 min

Customer Reviews

4.2 out of 5
5 Ratings

5 Ratings

JMacDonald83 ,

So many diverse guests

I really like that there are so many different types of guests that all work in hospitality in one way or another. I had no idea that there were so many sides and skills in hotels. I’ve learned a lot from the show.

Emma Hearst ,

So informative in a time where there are so many unknowns

I’ve been enjoying this podcast and the types of guests that are being featured. Guests covering off on a variety of hospitality roles, providing insight into how to run a high quality hotel at every level. Plus the host has the perfect radio voice! Certainly doesn’t hurt.

jvackie101482 ,

Host with no charisma

Really boring podcast, would love to get my hour back. I thought people who worked in hotels needed to be at least a little charismatic. Better podcasts out there with the same topic.

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