Afleveringen
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Transforming Hospitality: AI, Automation, and the Art of Golf
In this episode, Sam-Erik Ruttmann interviews Sami Hero, Founder & CEO Growth Fusion Advisors.
Sami shared his insights on data-driven decision making, the role of AI in hospitality, and the significance of automation. The conversation also touches on the connection between golf and business, as well as trends in the hospitality industry that hoteliers should be aware of.
⏰Join us as we delve into:
Digital transformation requires critical thinking about specific needs.
Automation can significantly reduce manual work in hospitality.
Data-driven decision making is essential for growth.
Key Performance Indicators (KPIs) should be limited to a few important metrics.
Tracking customer experience in real-time can improve service.
AI tools can enhance marketing and customer engagement in hospitality.
Golf teaches continuous improvement, similar to business practices.
🔥 Here some soundbites from our conversation:
"I'm passionate about helping organizations navigate digital transformation."
"Every company is a little bit of chaos to a degree."
"The generation is super passionate about the things they want to do." -
In my recent conversation with Dominika Kustosz-Lee, CEO of DKL & Company, we explored some truly fascinating aspects of Korea’s luxury scene, hospitality, and her own life journey. Dominika shared how brands in Korea go beyond the usual, creating immersive luxury experiences that feel both playful and perfectly on-brand. It’s incredible to hear how they cater to a market as dynamic and trend-focused as Korea, where customers expect new and exciting experiences around every corner.
We also discussed how hospitality could learn from retail in Korea—like using local art and personalized touches that bring spaces to life and tell a story. Dominika’s personal stories from her 16 years in Korea resonated with me. She offered insight into how Korea’s seamless blend of digital and physical retail, combined with its rich cultural scene, makes it a unique trendsetter on the global luxury stage. It was such an inspiring conversation, and I learned so much from her perspective. -
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Sheryl Plouffe, co-founder of ICONMAKER® Joint Venture, discusses the power of video podcasting for hoteliers to elevate their brand, attract global guests, and position themselves as leaders in the hospitality industry. She emphasizes the importance of storytelling, showcasing local culture, and creating high-trust relationships through podcasting. Sheryl suggests various podcasting ideas for hoteliers, such as local recommendations, famous guests, historic stories, and employee spotlights. She also highlights the benefits of strategic alliances and the potential for private podcasts for guests. Sheryl believes that personal branding can be beneficial for professionals in any field, but it ultimately depends on the individual's comfort level and desire to build a personal brand.
Sheryl Plouffe https://www.sherylplouffe.com/
She encourages hoteliers to think outside the box and find innovative ways to engage with guests and stand out in a competitive market. -
In this conversation, Kofi Maafo, co-founder of Bloom Bar in Accra, Ghana, shares the inspiring journey of establishing a successful hospitality business that caters to the middle class.
They identified a gap in the market for affordable yet high-end experiences
He discusses the challenges faced, the cultural impact of their approach, and how they revolutionized the perception of bar ownership in Ghana. Kofi emphasizes the importance of authenticity, quality, and music in creating a unique atmosphere and the lessons learned for aspiring entrepreneurs in the hospitality industry.
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In this episode, Sam-Erik Ruttmann interviews Philippa Gamse, a renowned digital strategist, about digital marketing strategies and analytics for independent hotels. They discuss Philippa's career in digital strategy and analytics, the importance of engaging directly with guests online, the impact of artificial intelligence (AI) in the hospitality industry, and the challenges of using third-party booking engines.
"Artificial intelligence (AI) can help generate ideas and draft copy, but it should not replace the human touch in communication."
Philippa emphasizes the need for personalized and authentic communication with guests, the value of qualitative analytics in understanding customer needs, and the limitations of AI in generating creative ideas. -
The Sustainability Revolution, Guide to Confidence, Commitment & Consistency
Lee Stewart, author of How to Build Sustainability into Your Business Strategy, discusses the importance of aligning business operations with long-term environmental, social, and economic sustainability. He emphasizes the need for transparency and honesty in sustainability efforts, and the pitfalls to avoid when setting and achieving sustainability goals.
"Don't say just by doing that small thing that we're plastic free. We're a circular economy. We're zero waste. There's no way you're doing that yet."
Stewart introduces his CCC framework for sustainability strategy, which focuses on confidence, commitment, and consistency. He also highlights the significance of conducting materiality assessments to determine a business's most important sustainability issues. Stewart concludes by discussing the opportunities and challenges companies face in advancing sustainability.
Win a copy of Write a review of The Social Hotelier Podcast Channel in Apple Podcast.
💥 Win a copy of ¨How to Build Sustainability into Your Business Strategy, written by Lee Stewart. Write a short review on Apple Podcast. Note: Only works with mobile devices to enter Apple Podcast
.🔗Podcast Link https://podcasts.apple.com/us/podcast/the-social-hotelier/id1254896833
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Why Empathy Is the Most Important Skill for Conscious Leaders
In this episode, Sam-Erik Ruttmann interviews Mike Handcock, the chairman of the Circle of Excellence Group, about conscious leadership and the key elements of a positive hotel stay.
Mike shares his journey from being a professional musician to becoming a thought leader and empowering conscious leaders.
He explains that conscious leaders have a purposeful vision, and a collaborative mindset, lead by values-based leadership, make a difference daily, and focus on leaving a legacy.
Mike also discusses the importance of empathy in conscious leadership and the role of ancient wisdom in modern solutions.
He emphasizes the need for conscious leaders to have a supportive network and shares his experiences and preferences as a frequent traveler staying in hotels.
Hotels have an opportunity to create a sense of belonging and care for their guests. Anticipating and meeting guests' needs, providing unexpected gestures, and personalizing the experience can make a lasting impression.
The check-in process should be efficient and friendly, with staff who are attentive but not overly familiar. Cleanliness, safety, and the overall vibe of the hotel are important factors for guests. During the COVID-19 pandemic, some hotels became too clinical and inhumane, while others lacked consistency in implementing safety measures. Music has the power to uplift, comfort, and create a mood. It can be used to enhance productivity, evoke emotions, and create memorable experiences at events. -
Transforming Spaces: The New Era of Hotels.
In this episode of the Social Hotelier podcast, host Sam-Erik Ruttmann speaks with Strategic Hospitality Advisor Nicola Delvecchio, about the emerging trends in hospitality business models.
They discuss the shift from traditional hotel concepts to spaces focused on personal growth and transformation, the impact of demographic changes on hospitality design, and the rise of regenerative hospitality that prioritizes community engagement.
The conversation also touches on the nostalgia trend in hotel design and the role of automation in enhancing guest experiences while maintaining the human touch.
Contact details for Nicola Delvecchio
[email protected]
www.teamworkhospitality.com -
Fraud exposed in hotels and restaurantsThis episode explores the topic of fraud in the hospitality industry, covering various forms of fraud and the pressures that contribute to unethical behavior. The conversation also touches on the importance of sustainability and the risks of greenwashing.My guests are Carin-Isabel Knoop and Dr. David E. Morrison III. Carin is the author of Compassionate Mental Health in Modern Workplace and Executive Director, of Harvard Business School, Case Research & Writing Group. She's half French and half German, was born in Mexico, and has lived on four continents. She has co-authored hundreds of case studies and articles that have contributed significantly to organizational behavior and leadership. Her work often delves into the challenges of modern management, and the importance of empathy. Dr. David Morrison III is an organizational psychiatrist with over 15 years of experience in working with senior corporate executives on leadership and executive functioning.The focus of this work is to deepen the capacity of senior executives to be self-aware. With a refined individual and senior management team consultation process, he has worked successfully for companies in many industries. and with multiple levels of management and management structures.Daven Morrison is among others the coordinator of bringing Freud to Fraud understanding the state of mind. We discuss the psychological motivations behind fraud and the role of manipulation in fraudulent activities. They emphasize the need for vigilance and a solution-oriented approach to prevent and address fraud. The episode includes anecdotes from the hospitality industry that highlight the challenges of dealing with fraudulent guests. The conversation explores the themes of fraud, sustainability, and the role of customers in holding companies accountable. It discusses the importance of learning from past mistakes and conducting after-action reviews to prevent future fraud. The concept of greenwashing and the need for companies to align their actions with their sustainability claims is also highlighted. The role of frontline staff in promoting sustainability and the importance of customer vigilance in holding hotels accountable are discussed. The conversation concludes with information on where to find more resources on fraud prevention and sustainability.Linki to book authored by;Carin-Isabel KnoopExecutive Director, Harvard Business School, Case Research & Writing GroupAuthor of Compassionate Management of Mental Health in the Modern Workplace, Springer 2018For Harvard Business School Publishing course materials and advice on teaching about mental health, consider this article, course explorer and module.Connector of people and ideas - check out our pieces on Medium! David (Daven) Morrison IIIA.B.C.'s of Behavioral Forensics: Applying Psychology to Financial Fraud Prevention and DetectionAuthor(s):Sridhar Ramamoorti, David E. Morrison III, Joseph W. Koletar, Kelly R. Popehttps://onlinelibrary.wiley.com/doi/book/10.1002/9781118740422
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Delivering a Brand on a Day-to-Day Basis The Future of Hospitality Branding
Mark Natale, co-founder of Smart Thinking, shares his insights on luxury branding and the strategic strategies that have positioned his agency as a leader in the industry. He discusses his journey from managing fitness centers and spas to co-founding Smart Thinking, emphasizing the importance of delivering a brand daily. Mark also highlights his experience at the Parker Meridian Hotel and how it shaped his approach to brand development in the hospitality industry.
He explains the concept of the symphonic effect in branding and the importance of creating a comprehensive and remarkable guest experience.
Additionally, he provides strategies for independent hotels to compete with larger brands, including defining a unique identity and building a consistent connection with the audience through content marketing. The conversation explores the intersection of hospitality and branding, discussing the importance of creating a cohesive brand experience in hotels. It emphasizes the need for hotels to learn from the retail industry and constantly evolve to meet customer expectations. The conversation also delves into the trend of branded residences and the potential pitfalls associated with them. The role of collaboration between brand agencies and architectural teams is highlighted, emphasizing the importance of starting the brand development process early in a project. The conversation concludes with a discussion on the future of hospitality branding and the balance between automation and human interaction in hotels. Contact details: https://www.smarthinkinginc.com/about Mark Natale Linkedin: linkedin.com/in/mark-natale-9576345 -
The Inspiring Tale of Crafting a High-End Resort in Vietnam’s Mountains!
Hylton Lipkin, General Manager of Garrya Mukang Chai and Om Thule at Ban Yen Tri Group, shares insights on opening a hotel in Vietnam. The hotel is a Banyan Group branded resort called Garrya.
Lipkin discusses the challenges of staff recruitment, especially in a remote location, and the importance of creating a positive and fun work culture.
He also talks about the process of choosing equipment, suppliers, and staff uniforms that align with the resort's vision and sustainability goals. Lipkin emphasizes the significance of transparent communication and documentation in project management and the ongoing training and development of staff. The resort is in the pre-opening phase, with marketing efforts focused on generating anticipation and bookings. Lipkin highlights the memorable experiences of seeing the property transform from construction to a functioning hotel and witnessing the growth of local staff members. -
The journey from child gardener to international landscape architect.
In this episode, landscape architect Matthieu Mehuys shares his journey from growing up on a farm to creating sustainable biodiverse gardens around the world.
He emphasizes the importance of understanding how nature works and working with it to create beautiful and eco-friendly landscapes.
Mehuys discusses the impact of traditional hotel construction methods on the natural landscape and the need for a more sustainable approach. He also highlights the value of landscape architecture in creating a unique arrival experience for hotel guests. Mehuys addresses misconceptions about landscape architecture and emphasizes the financial and experiential benefits it can bring to a project. He shares his vision of creating spaces that combine hospitality, food production, and community building. Landscape architecture in the hospitality industry has a crucial role in creating visually appealing landscapes while prioritizing ecological and environmental sustainability. It is an opportunity for hotels to implement regenerative practices and enhance the guest experience. The connection between nature and human well-being is essential, and landscape architecture can contribute to the mental and physical well-being of guests. Spending time in nature has a positive impact on relaxation and joy. Landscape architecture can also play a role in improving gut and brain health. The future of landscape architecture in the hospitality industry lies in designing for flexibility and adaptability, allowing for potential land use changes. This can be achieved by incorporating elements like tiny houses and creating spaces that cater to both short-term and long-term stays. The trend is to provide diverse experiences for guests and to integrate functionalities like cafes and community spaces within hotels.
🔴 Rules for the Podcast Review Book Prize Draw
1. **Eligibility**: - Participants must write a review of ¨Dispelling Misconceptions About Landscape Architecture The Impact of Nature on Guest¨ episode of the podcast. - The review must be at least 50 words long and relevant to the episode's content. - Only one review per participant is eligible for the draw.
2. **Submission**: - Reviews must be submitted by 31 August 2024. - Participants must submit their reviews via the comment section in Apple Podcast. - Each review must include the participant's name and contact information.
3. **Prize Draw**: - All eligible reviews will be entered into a random draw. - One winner will be randomly selected from the pool of eligible reviews. - The draw will take place on 03 September 2024. - The winner will be contacted to provide the mailing address
4. **Prize**: - The winner will receive a copy of ¨12 Universal Laws of Nature¨ by Matthieu Mehuys. - The winner will be notified via email, within 7 days after the draw.
5. **General**: - The non-transferable prize cannot be exchanged for cash. - By participating, entrants agree to these rules and the decision of the organizer, which is final. - The organizer reserves the right to modify or cancel the draw if necessary. -
In this episode, Sam-Erik Rutmann interviews Kay Chan, a freelance presentation designer with over two decades of experience.
They discuss visual storytelling and brand communication, as well as Kay's journey as a self-taught designer. Kay shares insights on working with Fortune 500 companies and the challenges of corporate bureaucracy.
They also explore the importance of attention to detail in brand presentation for the hospitality industry. Kay provides advice for young designers and discusses the role of AI in design. The conversation concludes with a discussion on the importance of local experiences in the hospitality industry. https://khimeric.com -
In this episode, Atiba de Souza, CEO and founder of Client Attraction Pros, discusses the role of hospitality in building communities and combating loneliness. Atiba shares his background in entrepreneurship and how it has shaped his perspective on business. He emphasizes the importance of having a bigger purpose and making a positive impact on others.
Atiba also highlights the need for the hospitality industry to move away from transactional interactions and focus on creating genuine connections with guests.
He suggests leveraging technology to create virtual communities and personalizing the guest experience. Additionally, Atiba discusses the challenges and opportunities in serving vulnerable populations and fostering inclusivity in the industry.
When people show up and they see someone that they feel like they know, it's actually called a parasocial relationship." -
Revolutionizing Hospitality: Sustainable Solutions and Enhanced Guest Experiences.
There are low-cost, high-impact sustainability initiatives... that don't cost any money and are easy to implement."
In this episode, Sam-Erik Rutman interviews Sue Graves, CEO of Experience Alive, about sustainability in the hospitality industry. They discuss the importance of sustainability reporting, key elements of a comprehensive sustainability report, and affordable sustainable practices that businesses can adopt. Sue shares success stories of hotels and businesses that have implemented sustainable solutions and seen a reduction in expenses. They also discuss the future trends of robotics and AI in the industry and the need for training and development to attract and retain future hospitality leaders. -
How to fix common digital marketing mistakes independent hotels make.
In this episode, Adam Sinkus, the managing partner of A-Purpose Partnership, and I discuss digital marketing for independent hotels.
We discuss the importance of having a clear marketing message that aligns with the overall brand and customer experience.
We also explore integrating traditional marketing channels with digital strategies and the value of community involvement. Adam shares common mistakes small to mid-sized businesses make in social media marketing and emphasizes the need for consistency and engagement. We also touch on the trend of creating destination experiences for travelers. The conversation provides practical tips and insights for hoteliers looking to improve their digital marketing efforts. -
Key to Resilience and Adaptability in the Travel Industry.
Brian Chappon, CEO and founder of Centered Travel Wellness, shares his journey and the creation of a digital lifestyle platform for wellness-focused travelers. He discusses the importance of resilience and the ability to adapt in the face of challenges. Brian emphasizes the value of listening to customers and creating a human-centric experience in the hospitality industry. He also highlights the need for authenticity and trust in curating experiences for travelers. The conversation explores the trends in the industry, including the role of technology and the importance of wellness in travel.
Takeaways
Resilience and adaptability are crucial qualities for entrepreneurs in the travel industry. Listening to customers and creating a human-centric experience is essential for success.
Authenticity and trust are key in curating experiences for travelers. Technology plays a role in enhancing the guest experience, but human contact and personalization are still important.
The trend in the hospitality industry is to focus on wellness and create meaningful experiences for guests. -
Attracting Talent: How Hotels Are Transforming Recruitment into Marketing.
Summary
The recruitment process in the hospitality industry is changing, and hotels need to treat it like modern marketing. Selling the destination and the dream is important in attracting potential employees. The hotel's brand story and values play a significant role in attracting job seekers. Recruitment is becoming more like marketing, and differentiation is key in telling a compelling brand story.
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Mastering Leadership in Hospitality: Insights on Challenges, Change, and Connection. In this episode, Sam-Erik Ruttmann interviews Summer Jelinek, a leadership expert with 20 years of hospitality experience. They discuss the challenges of leadership, the importance of personal connections in business, and the changing landscape of the workplace. Summer emphasizes the need for leaders to manage themselves first and adapt their leadership style to meet the needs of their team. They also explore the trends in automation and technology in the hospitality industry, highlighting the importance of balancing technology with human interaction. Summer provides valuable insights and practical advice for leaders in navigating the future of work.
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Why Blue Zone Retreats Work - discussion with Celine Vadam, Head of Retreats. In this episode, Sam-Erik Rutmann discusses Blue Zone retreats with Celine Vadam, the founder and CEO of a wellbeing concept consultancy WE(i)Think. We explore the uniqueness of Blue Zone retreats, the proliferation of wellness retreats in the market, and the importance of regulation and quality control in the retreat industry. Blue Zone retreats offer a holistic approach to wellness, allowing individuals to integrate the principles into their own lives. The retreats focus on moving naturally, eating wisely, downshifting, and having a sense of purpose. The Blue Zones company has conducted research on areas where people live the longest and has identified nine principles for a long and healthy life. The Blue Zone retreats provide practical life coaching exercises and create a safe space for emotional exploration. Consumers seeking reputable retreats should do their research, seek recommendations, and ensure the retreat aligns with their goals and values.
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