In this episode, Chris interviews Amy Wald, founder of GreenLUX and host of the Sustainable Hospitality podcast. Amy discusses her background, the founding of GreenLUX, and the critical role her consultancy plays in promoting sustainable practices within the hospitality and tourism industry. Topics include the importance of sustainability certifications, practical steps for implementing sustainable practices, and the growing traveler demand for eco-friendly accommodations. Amy also highlights the importance of effective storytelling in sustainability marketing and discusses trends such as wellness integration and nature-based solutions. Additionally, she shares insights on how even small businesses can start their sustainability journey. Finally, Amy offers personal advice for continuous learning and professional growth.00:00 Introduction and Guest Welcome00:52 Amy Wald's Background and GreenLUX01:56 Sustainable Hospitality Trends04:36 GreenLux's Approach to Sustainability09:54 Practical Tips for Small Businesses12:28 Storytelling and Marketing Strategies15:25 BWH Hotels' Sustainability Commitment18:01 Future Trends in Sustainability25:22 Advice and Personal Insights28:46 Conclusion and Contact Information
In this engaging discussion, Summer Vasilis, co-founder of Waxing the City, delves into the inception and growth of the company. With nearly three decades in the beauty industry, Summer outlines her journey from starting in a small Denver salon to collaborating with Purpose Brands, which includes well-known names like Orange Theory and Anytime Fitness. She highlights the importance of maintaining core values, exceptional client experiences, and a career-focused culture for the success of the brand. Summer's insights extend to training programs, community involvement, and leadership principles that contribute to the 94% client satisfaction rating and remarkable franchise growth. A must-listen for aspiring entrepreneurs and beauty industry professionals.
00:00 Introduction and Guest Welcome
00:49 Summer Vasilis: Background and Journey
02:10 Founding Waxing the City
02:54 Partnership with Purpose Brands
03:55 Franchising and Expansion
06:31 Keys to Success and Core Values
08:45 Training and Career Growth
15:24 Community Involvement
18:46 Advice for Franchisees and Entrepreneurs
22:28 Maintaining High Client Satisfaction
27:05 Personal Growth and Recommendations
32:21 Final Thoughts and Contact Information
In this episode, we're joined by Scott Dring, President and CEO of Visit Dublin, Ohio. Scott shares his journey into the hospitality industry, from aspiring sports writer to leading one of Ohio's top destination marketing organizations. Hear about exciting developments in Dublin, such as the new Bridge Park area, innovative marketing campaigns, and the community's robust travel and tourism academy. Scott also discusses the economic impact of tourism, the importance of workforce development, and the unique attractions that Dublin has to offer. Whether you're interested in hospitality trends or planning your next trip to Dublin, Ohio, this conversation is packed with insights and recommendations.
00:00 Introduction and Guest Welcome
00:34 Scott's Journey to Visit Dublin02:16 Overview of Visit Dublin
02:59 Promoting Dublin's Unique Campaigns
04:42 Year-Round Attractions in Dublin
07:54 Future Developments in Dublin
10:44 Workforce Development Initiatives
14:50 Trends in the Hospitality Industry
17:45 Advice for Local Business Owners
20:03 Scott's Personal Recommendations
24:21 Learning and Growth in the Industry
29:57 Final Thoughts and Contact Information
This episode features a conversation with Madison Martin, Senior Event Manager at Hilton, who’s here to talk about the experiences of some of hospitality’s front-line workers.
While I often get the chance to speak with organizational founders and CEOs, Madison brings a ground-level perspective that is sometimes missing in discussions about the evolving needs and expectations of hospitality workers.
As Madison tells it, many organizations often neglect the tangible benefits that most employees are looking for in a post-Covid work environment. Competitive salaries, health insurance, parental leave and better working hours are all top priorities these days.
You can’t build a healthy company culture if you’re not meeting your staff’s basic needs, and Madison was outstanding in illuminating how hospitality leaders can work towards doing exactly that.
Hilton | Website - https://stories.hilton.com/ Chris Cano | LinkedIn - https://www.linkedin.com/in/chrismcano/ Upshift | LinkedIn - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #Foodservice
I’m pleased to welcome Peter Ricci, Clinical Associate Professor and Director for the Hospitality & Tourism Management Program at Florida Atlantic University, to hear about the FAU hospitality certificate program.
One of the hallmarks of Peter’s approach to hospitality education is its versatility in its practical applications. People from all kinds of industries outside of hospitality have something to glean from Peter’s program.
As Peter sees it, hospitality isn’t just an industry but a philosophy of customer service that’s transferable to any organization. He instills a desire for excellence in all his students that they can utilize in any role or business. Not only that, but he also helps students find a place within the industry with skills that aren’t traditionally associated with hospitality.
Hospitality will always need accountants and HR leaders, and financial advisors and talent recruiters will always benefit from the commitment to customer service that defines hospitality.
Peter Ricci | Email - peter.ricci@fau.edu
Florida Atlantic University | Website - https://www.fau.edu/
FAU Hospitality Certificate Programs | Website - https://business.fau.edu/undergraduate/minors-certificates/certificates/hospitality-and-tourism-management/
Chris Cano | LinkedIn - https://www.linkedin.com/in/chrismcano/
Upshift | LinkedIn- https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #FoodService
For the difficult work required in the hospitality industry, it’s essential to have a team that’s passionate about the organizational mission. That’s what I discussed on this episode with Kate Porter, Co-Executive Director at the Las Vegas Natural History Museum.
To create a guest-facing experience that’s fun and exciting, a lot of back-end work has to be done by a dedicated staff. If you don’t love what you do, burnout in that environment can be one bad day away. That’s why Kate goes out of her way to put together a team of people who are excited by the opportunity to create that guest experience, not deterred by the work it requires.
By offering continual opportunities for professional development, Kate keeps her staff engaged and passionate, even on the hard days. It’s an outstanding leadership style.
Kate Porter | LinkedIn - https://www.linkedin.com/in/kate-porter-7aa2371b/
Las Vegas Natural History Museum | LinkedIn - https://www.linkedin.com/company/las-vegas-natural-history-museum/
Las Vegas Natural History Museum | Website - https://www.lvnhm.org/
Las Vegas Natural History Museum | Instagram - https://www.instagram.com/lvnhmuseum/
Las Vegas Natural History Museum | Facebook -https://www.facebook.com/LasVegasNaturalHistoryMuseum/
Las Vegas Natural History Museum | Twitter - https://twitter.com/LVNHMuseum
Las Vegas Natural History Museum | email - dino@lvnhm.org
Chris Cano | LinkedIn -https://www.linkedin.com/in/chrismcano/
Upshift | LinkedIn -https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #FoodService
On this episode, I’m pleased to welcome Sean Folkson, Founder and CEO of Nightfood, to talk about how Sean’s organization is pioneering new healthy choices for hotel guests.
Nightfood is a range of sleep-friendly snacks that provide guests with a healthier alternative to satisfy their late-night cravings. Nightfood manufactures cookies, ice cream, chips and more to accommodate all kinds of customer tastes.
To Sean, this is an important step in diversification for hotels. It’s an opportunity for them to capitalize on wellness trends and cater to guests that want more than junk food options in the lobby store. As he sees it, it’s part of a holistic approach to guest services that most hotels already engage in. Investing in the best mattresses, pillows, blackout curtains and white noise machines is all part of an attempt to give guests a better night's sleep. Nightfood is just one more outstanding step in that same direction.
Sean Folkson | LinkedIn -
https://www.linkedin.com/in/seanfolkson/
Sean Folkson | Twitter -
https://twitter.com/seanfolkson
Nightfood | LinkedIn -
https://www.linkedin.com/company/nightfood-inc/
Nightfood | Website -
https://nightfood.com/
Chris Cano -
https://www.linkedin.com/in/chrismcano/
Upshift -
https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #Foodservice
On this episode, I’m joined by Joe Gray, Co-Founder of SalesHop.io and VP of Sales at Glacier Hospitality, to hear how he’s using technology in conjunction with direct response marketing to reach new markets for his family’s hotel group.
Joe’s parents got into the hotel business before Joe was 10 years old, and he’s been a part of their sales and marketing team since college. After Covid-19, Joe struck out on his own to learn from career professionals in the marketing space. He founded SalesHop.io before returning to the family business, armed with an important new sales tool.
Direct response marketing is a method of reaching out to potential customers that is designed to elicit an immediate response. Whether it’s opening an email or clicking a social media link, this kind of marketing gets customers to engage with your organization right away. As technology, and especially AI, evolves in the hospitality industry, Joe encourages hospitality leaders to use their new digital tools to make their direct response marketing strategies more streamlined and efficient.
Joe Gray -
https://www.linkedin.com/in/joe-gray-10b245153/
SalesHop.io -
https://www.linkedin.com/company/saleshop-io/
Chris Cano -
https://www.linkedin.com/in/chrismcano/
Upshift -
https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #Foodservice
I’m excited to welcome Megan Thomas, Social Media Consultant and Owner of The Social Reserve, to the podcast to discuss the role of social media in hospitality.
Megan got her start in the hospitality industry working at the front desk of a hotel before eventually working her way up to Assistant General Manager. When the Covid-19 pandemic brought hard times to the industry, Megan branched out on her own to find ways she could help hospitality navigate that tumultuous period. She quickly found success as a social media consultant and strategist and founded The Social Reserve.
To Megan, social media is an opportunity for hospitality leaders to begin building a guest experience before the guest even gets to your property. You can engage in friendly dialogue, promote your latest attraction and respond to questions and concerns through a digital medium with a broad reach. It’s an outstanding vessel for personalizing customer interactions and encouraging guest loyalty.
Megan Thomas - https://www.linkedin.com/in/meganethomas/
The Social Reserve - https://www.linkedin.com/company/thesocialreserve/
The Social Reserve | Website - https://www.thesocialreserve.com/
The Social Reserve | Instagram - https://www.instagram.com/thesocialreserve/
Chris Cano - https://www.linkedin.com/in/chrismcano/
Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #Foodservice
New technology has the potential to revolutionize the guest experience in the hospitality industry. Logan Nicholson, CEO and Founder of LocalEyes, is bringing the best of AI and process automation to hoteliers to help them improve guest satisfaction and increase revenue.
Guests are most likely to enjoy a hotel stay when they have a convenient way of communicating their needs and when those needs are promptly met. In the past, a flood of guest communications often meant that hotel staff were overwhelmed and unable to respond to each guest in a timely manner.
Logan’s AI assistant, Marie, brings together SMS communication and software automation to streamline this process. Texting provides an easy way for guests to voice their concerns, and the AI software responds to what it can while notifying staff of needs that require a human touch.
It’s an outstanding tool for prioritizing problems that require an immediate response. When implemented well, AI solutions like Marie can leave every guest extremely satisfied with the level of service they receive without overwhelming hotel staff.
Logan Nicholson - https://twitter.com/logs_nicholson
LocalEyes - https://localeyes.guide Marie AI - https://localeyes.guide/marie/ Chris Cano - https://www.linkedin.com/in/chrismcano/ Upshift - https://www.linkedin.com/company/upshıft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#hospitality #Foodservice
On this episode, I’m joined by Troy Springer, President at Elevate Production Group, to hear how he’s championing a return to live, in-person meetings and how his industry has evolved in a post-pandemic world.
Event planners all over the world were forced to construct entirely new business models in the wake of the Covid-19 pandemic. The rise of virtual meetings meant that technology played a much bigger role in these events and industry leaders became comfortable forgoing in-person collaboration.
Troy is at the forefront of bringing live meetings back but in a very different way. He doesn’t want to abandon the technology that made virtual meetings possible but instead wants to use it to elevate the capabilities of in-person meetings. He also approaches his events with a new respect for efficiency and a desire to limit wasted time.
These considerations often flew under the radar just a few years ago, but Troy is now leveraging them to curate outstanding in-person events.
Elevate Production Group - https://elevateproductiongroup.com/ Chris Cano - https://www.linkedin.com/in/chrismcano/ Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #FoodService
On this episode, I’m joined by Randy McKay, President and CEO at the Carolina Theatre of Durham, to hear how he’s using his organization’s available resources to create unique experiences that his guests can’t find anywhere else.
Randy’s passion for theater goes back to his childhood days of wanting to be an actor, a passion which eventually shifted to encompass the behind-the-scenes production elements of live shows and concerts.
The Carolina Theatre of Durham is one of the most unique venues Randy has been a part of, owing to its rich local history and intimate size. Randy tries to capitalize on that uniqueness to provide a special guest experience to everyone who walks in the door. He can’t just rely on the venue itself but instead goes above and beyond to provide memorable customer service to create an atmosphere that sticks with his guests, long after the show is over.
It’s an outstanding way to differentiate himself from his competitors.
Randy McKay - https://www.linkedin.com/in/randybobstmckay/
Carolina Theatre of Durham - https://carolinatheatre.org/
Chris Cano - https://www.linkedin.com/in/chrismcano/
Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #FoodService
I’m pleased to welcome back Josiah Mackenzie, Publisher at HotelOperations.com, for his second appearance on the podcast, this time to discuss the role of AI in the future of hospitality.
As Josiah sees it, hospitality is a human industry through and through, and the foundation of success will always be meaningful human relationships. That doesn’t mean that technology won’t play an important role in shaping those relationships, though.
AI is an important pattern recognition and analytics tool. It has the capacity to automate monotonous tasks, freeing up associates to engage with guests in a more personal way. It can also provide important information to staff and allows them to cater to their guest on an individual level, providing personalized services and recommendations based on AI suggestions.
It’s an outstanding resource with the ability to enhance the human element of the hospitality industry, not replace it.
Josiah Mackenzie - https://twitter.com/JosiahMackenzie
HotelOperations.com - https://hoteloperations.com/
AI for Hotels | Article - https://hoteloperations.com/ai-hotels-hospitality/ Chris Cano - https://www.linkedin.com/in/chrismcano/
Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #Foodservice
On this episode, I’m joined by Tara Gallina, Co-Owner of Take Root Hospitality Group, to hear how she’s working to create a more empathetic hospitality industry.
Tara is a fine dining veteran, having worked at the prestigious Blue Hill at Stone Barns in New York before taking her expertise to St. Louis and opening four outstanding restaurants of her own.
In each of her businesses, Tara works tirelessly to cultivate a leadership team that is understanding and empathetic towards the needs of its staff. Whether it’s through making space for employees to discuss their personal lives at work, or providing free mental health services to her team, Tara wants her restaurants to be a beacon of a new, more empathetic hospitality industry.
She’s created an outstanding culture of patience, communication and understanding that allows everyone to be their full selves at work, and it makes for a more authentic and welcoming guest experience.
Take Root Hospitality Group | Instagram
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #Foodservice
On this episode, I’m joined by Tearlach Hutcheson, Vice President of Film at Studio Movie Grill, to hear how the film industry is continuing to bring people together in a post-pandemic world.
Tearlach is passionate about good storytelling and about experiencing those stories together with others. His dedication to these values drew him into the film industry. He’s been striving to cultivate an environment of shared narrative experiences for the better part of two decades.
To him, movie theaters are special because they allow strangers to get together and bond over an engaging story told on film. In a post-Covid world, technology like VR offers filmmakers the chance to provide siloed, individual movie-watching experiences. Tearlach thinks these innovations miss the point of why people enjoy going to the movies.
To him, industry innovation should be aimed at enhancing the welcoming, communal experience that theaters are known for, not creating more excuses for isolation and separation.
Tearlach Hutcheson - https://www.linkedin.com/in/tearlachhutcheson/
Studio Movie Grill - https://www.studiomoviegrill.com/
Chris Cano - https://www.linkedin.com/in/chrismcano/
Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#Hospitality #Foodservice
On today’s episode, I’m joined by Valerie Bihet, owner of VIBE Agency, to hear how she and her team continue to stay on top of a constantly evolving industry.
One of the hardest-hit corners of the hospitality industry as a result of Covid was the event planning sphere. While many events in 2020 and beyond were canceled, others shifted to a virtual or hybrid model. That shift is shaping the future evolution of event coordination.
Valerie’s organization not only seeks to capitalize on the new virtual hospitality landscape but on the concept of industry evolution itself. She prioritizes education and continuing professional development so that she and her team are always ready to capitalize on a new industry trend. Whether it’s hosting metaverse events or providing virtual attendance options for in-person events, Valerie strives to always be on the leading edge of the digital future of the hospitality industry.
Valerie Bihet | Email - valerie@thevibeagency.com
VIBE Agency - https://www.thevibeagency.com/
VIBE Agency | Facebook - https://www.facebook.com/thevibeagency
VIBE Agency | Instagram - https://www.instagram.com/thevibeagency/
VIBE Agency | Twitter - https://twitter.com/thevibeagency
Chris Cano - https://www.linkedin.com/in/chrismcano/
Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#hospitality #foodservice
On this episode, I’m joined by Joseph Gormley, Professor and Hospitality Management Chair at the College of Southern Nevada.
Joseph initially pursued a career in aerospace engineering but pivoted to an undergraduate degree in business which he used to start an Italian ice food truck company. Between that entrepreneurial experience, his time running a restaurant and his eventual MBA, Joseph has become the ideal candidate for training and equipping future hospitality leaders for success.
Joseph’s approach to education prioritizes hands-on experience. Students in his program have knives in hand and are actively practicing essential hospitality skills in their second week. This prepares them for real-world restaurant work and gives them foundational knowledge of all elements of the hospitality business, well before their first day on the job.
As Joseph tells it, this practical education provides the tools his students need for success.
Joseph Gormley - https://www.linkedin.com/in/joseph-gormley-a1ba4024/
College of Southern Nevada - https://www.linkedin.com/school/college-of-southern-nevada/
College of Southern Nevada - https://www.csn.edu/
CSN Department of Hospitality Management - https://www.csn.edu/schools/school-of-business-hospitality-and-public-services/department-of-hospitality-management
Chris Cano - https://www.linkedin.com/in/chrismcano/
Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#hospitality #foodservice
On this episode, I’m joined by Luis Rivera, General Manager at White Oak Music Hall, for an exploration of the ways that relationships between hospitality leaders at different organizations can help strengthen the industry as a whole.
While Luis was initially in training to be an engineer, volunteering at a music festival allowed the industry to get its hooks in him, and he’s been committed to creating memorable concert experiences ever since.
His passion for the live music industry means he wants to see all concert venues thrive, not just his own. He and his team regularly attend shows at venues all around his native Houston, supporting their industry peers and creating a community where everyone is challenged to learn and grow. This network of relationships creates an environment of camaraderie, not enmity.
It’s an outstanding example of the way that competition in the hospitality industry can spur organizations on to greatness, rather than create division.
White Oak Music Hall - https://www.whiteoakmusichall.com/
White Oak Music Hall | Instagram - https://www.instagram.com/whiteoakmh/
Chris Cano - https://www.linkedin.com/in/chrismcano/
Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#hospitality #Foodservice
On this episode, I’m joined by Todd Richardson, President at the Crosstown Redevelopment Cooperative, to hear how he’s using his experience in both the arts and hospitality to cultivate a thriving, connected local community.
Todd’s background in the arts has given him a passion for both individual expression and human connectivity. To him, that’s the purpose of both the arts and hospitality: to bring people together.
The Crosstown Concourse is a manifestation of that passion, where arts and entertainment venues live side-by-side with healthcare facilities, restaurants, retail stores, offices and apartments, all in one complex. Todd calls it a vertical village because it functions as its own community where people of all kinds live and work together seamlessly.
It’s an outstanding example of how hospitality organizations can help to create meaningful human connections.
Todd Richardson - https://www.linkedin.com/in/todd-richardson-933137160/
Crosstown Redevelopment Cooperative - https://crosstownconcourse.com/
Crosstown Concourse Documentary - https://youtu.be/FoZ9OV54v2E
Sears Crosstown in Memphis: From Catalogues to a Concourse - https://www.arcadiapublishing.com/Products/9781467147996
Crosstown Case Study - https://www.rudybruneraward.org/wp-content/uploads/2019/03/RBA-Pub2019_BOOK_FINALhq_CrosstownConcourse.pdf
Crosstown Arts - https://crosstownarts.org/
Chris Cano - https://www.linkedin.com/in/chrismcano/
Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#hospitality #Foodservice
On this episode, I’m joined by William “Chip” Rogers, President and CEO at the American Hotel and Lodging Association, to hear about the ways he and his organization are trying to make the hospitality industry safe and inclusive for everyone.
William has a passion for not only the industry itself but also the people who make it what it is. His efforts revolve largely around protecting the ground-level workers in hotels all over the country. Whether it be exploitative work requirements or dangerous guests, William works against many of the common dangers plaguing hospitality staff.
For him, advocacy involves both community building and legislative action. By educating local politicians on the reality of hospitality work, and the common needs of hotels and their staff, William is able to push for legal protections that safeguard employees. It’s an outstanding example of embodying hospitality’s spirit of service both internally and to the broader community.
American Hotel and Lodging Association - https://www.ahla.com/
AHLA on the Road - https://www.ahla.com/events
Chris Cano - https://www.linkedin.com/in/chrismcano/
Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/
If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com
#hospitality #Foodservice