Hotelier Huddle

What if two simple habits could change everything about how you lead? In this episode, Shannon sits down with Heidi Gempel — executive coach, former VP or revenue and distribution management at Minor Hotels, and founder of HGE International to talk leadership, courage, and the habits that separate good leaders from great ones. Whether you're a hotelier or not, this one's for you.In this episode we cover:00:00 Introduction00:50 Heidi's career journey — from Le Méridien to founding HGE International04:21 Why she made the leap from corporate VP to executive coach08:14 On taking the entrepreneurial leap — risk, freedom and reward09:11 The human side of hotel revenue management10:17 How human bias affects automated revenue forecasting12:37 Why leaders hide behind data — and how to stop14:29 The leadership gap AI is making worse15:25 How technology is changing promotion decisions16:25 Why revenue managers are still the "rate police" (and how to change that)21:55 Heidi's 15-minute challenge — two habits every leader needs22:35 Habit one: ask one good question instead of reacting23:10 Habit two: reflect on the decisions you're avoiding27:31 How Heidi defines success now vs. early in her career29:21 Thinking in seasons, not quarters31:00 A toast to hoteliersAbout Heidi Gempel:Heidi Gempel is an ICF certified executive coach, certified results coach, strategic facilitator, and trainer, and the founder of HGE International. Heidi works with leaders across the hospitality industry to unlock their potential and build lasting performance.🔗 HGE International: https://www.hge-international.com/coach-heidi-gempelAbout Hotelier Huddle:Hotelier Huddle is the podcast for hospitality professionals who want real conversations about leadership, revenue, and what it takes to thrive in the hotel industry. Hosted by Shannon Knapp, and produced by Heidi Egger.Need help developing your hotel team’s revenue management and commercial skills? Visit www.sknappconsulting.com 🔔 Subscribe so you never miss an episode.

Mike Godfrey on Filters, Shoulders, and Trusting Pace:🚗 Career Journey Across Two Facets of Travel 🎯 The Car Rental Lesson: Embracing Minimum Length of Stay🔧 Minimum Stay as Filter, Not Force 😰 Don't Panic Over Empty Books 📊 Focus on What Matters 🚛 The "Jargon Junkie Crap Truck" MomentHost: Shannon Knapp Producer: Heidi Egger Need help developing your hotel team’s revenue management and commercial skills? Visit www.sknappconsulting.com CHAPTERS00:00 Intro to Revenue Management and Guest Background04:39 Comparing Revenue Management in Hotels and Car Rentals07:20 Adapting Yield Management Techniques from Car Rentals to Hotels10:44 The Importance of Length of Stay Controls13:55 Understanding Booking Pace and Demand Management18:57 Evolving Metrics in Revenue Management23:42 Defining Events and Their Impact on Revenue26:48 Communicating Revenue Strategies to Owners and GMs31:26 Final Toast to Hoteliers and Career Reflections

⭐"Hoteliers have boardroom-grade skills but are too busy changing rates and putting out fires to notice. Janet McBain's message to every professional at every level: stop underrating yourself. Whether you're a night auditor or a regional GM, you've been brilliant this whole time!Host: Shannon Knapp Producer: Heidi Egger Need help developing your hotel team’s revenue management and commercial skills? Visit www.sknappconsulting.com CHAPTERS00:00 Introduction to Janet McBain and Her Journey05:02 Transition from Hospitality to Facilities Management09:58 The Importance of Professionalism in Building Management15:01 Translating Hotel Management Skills to Broader Careers20:02 The Value of Education and External Validation24:53 Navigating Relationships in Facilities Management30:09 Final Thoughts and Toast to Hoteliers

In this episode of the Hotelier Huddle podcast I spoke with Andrew Turner:📈 How my former boss grew a hotel empire by hiring people smarter than himself (and then I did the same in the Revenue team!)🏆 Why a receptionist beating senior executives for Employee of the Year reveals everything about building great hotel culture where people want to work👂 The career advice every hospitality professional needs: Listen more, speak less, and find mentors who refuse to accept "it can't be done"🏨 Strata vs traditional hotels and apartments vs resorts: Learn the hard math and stop treating them the same to avoid costing companies millions **This episode is sponsored by Brand Journey; helping you design and develop differentiated experience-led brands. https://www.brandjourneypartner.com**Host: Shannon Knapp Guest: Andrew Turner, Head of Development, Minor HotelsProducer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comCHAPTERS00:00 Introduction to Andrew Turner01:11 Career Journey and Achievements10:37 Lessons from Working in Asia18:09 Advice for New Ideas and Brands23:33 Understanding Different Hotel Operations28:50 The Importance of Role Models34:25 A Toast to Hoteliers

🏨 Why owner-operators of boutique properties are never truly off duty, and how to find joy in every moment when late-night emergencies are part of the lifestyle☕ The 23-year breakfast ritual that transforms staff culture: how sharing daily meals creates genuine familial warmth that guests can actually feel💻 How computer engineering skills unexpectedly saved a boutique hotel: from IT infrastructure to structured problem-solving in rural hospitality operations❤️ "Go in with your heart, but leave with your head": navigating the dangerous romance of beautiful properties when 15 hotels around you are in bankruptcy👨‍🍳 From cooking breakfast daily to building teams: one hotelier's journey from doing everything himself to creating a culture where 25 rooms feel like staying with family⚠️ The hidden cost of perfectionism in hospitality: why emerging hoteliers need to hear about burning out before they learn to trust their teams; 90-95% perfection from others beats solo burnout every time.Host: Shannon Knapp Guest: Jean Christophe Buillet, Owner Operator A Sunset Chateau ResortProducer: Heidi Egger.Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comCHAPTERS00:00 Introduction to Hospitality and Hard Work03:11 The Journey of a Hotelier04:45 The Immersive Lifestyle of Hospitality08:53 Negotiating With Vendors12:40 From Engineering to Hospitality15:08 Staffing a Boutique Resort15:47 Navigating Real Estate and Hospitality21:07 Creating Memorable Guest Experiences22:58 The Unseen Hard Work Behind Hospitality

🏨 From Hotel Rooms to Breakthroughs, Kelley Wacher shares her journey from Thomas Cook Travel and hotel sales to becoming an executive coach who helps leaders unlock their own potential.💡 "Stop Selling, Start Serving", Discover why reframing sales as service transformed Kelley's approach to hospitality and now powers her coaching philosophy.😰 99% of Executives Struggle with This: The surprising similarity between teenagers and corporate leaders, and the one confidence issue nearly all her clients face (and what to do about it).👀 Look Up: Three Simple Things to Transform Hospitality; Learn the observation skills, compassion, and kindness practices that could revolutionise guest experiences industry-wide⭐️ Your Trademark Matters: Kelley's final toast delivers a powerful reminder: "Your smile is your logo, your personality is your business card, but how you leave others feeling - that's your trademark"Host: Shannon Knapp | Guest: Kelley Wacher | Producer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comCHAPTERS00:00 The Power of Serving, Not Selling03:00 From Hospitality to Coaching: A Journey of Discovery06:01 The Magic Within: Unleashing Potential09:05 Curiosity and Lifelong Learning in Coaching10:16 Reframing Sales: Serving Through Experience12:45 Lessons from Youth Work: Connecting with People15:07 Treasures of Historical Hospitality18:38 Accountability and Tough Love in Coaching21:19 Little Things Matter: Service Mentality24:20 Rewiring Hospitality: Compassion and Kindness27:10 Curiosity: Secret Weapon in Coaching28:23 Difficult Conversations Are Not Difficult29:01 A Toast to Hoteliers: Your Trademark Matters29:51 FREE Mentorship in the Travel Industry

Today's conversation with Michael Johnson is exactly what this podcast is about: Bridging that gap between the executive suite and the housekeeping closet, between 45 years of experience and day one nerves. Michael's seen it all, led through it all, and pivoted when needed. Whether you're a student wondering if hospitality is your calling or a veteran considering what's next, this conversation has something for you. Because great careers in hospitality aren't linear, they're human.What if saying "yes" to one extra shift changed your entire career? Former night manager turned national CEO Michael Johnson shares more than 40 years of hard-won wisdom: 🚪 Why attitude opens every door🌀 How to survive industry crisis cycles🇦🇺 What Australian hospitality gets right that the rest of the world doesn't❤️‍🩹 Plus, how Michael is now using his hotel expertise to help families rebuild their lives through ReLove.org.au Host: Shannon Knapp | Guest: Michael Johnson | Producer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comCHAPTERS00:00 Bridging the Gap in Hospitality04:01 The Journey of a Hospitality Veteran12:09 Navigating Challenges in Hospitality20:33 Collaboration Over Competition23:34 The Unique Character of Australian Hospitality25:23 The New Generation of Hospitality Professionals26:14 The Importance of a Positive Attitude29:49 Rethinking Casual Roles in Hospitality32:21 Lessons from Early Career Experiences36:03 Giving Back: Role of Hotels in Community Support46:58 A Final Toast to Hoteliers#hotels #hotelcareer #CEO #nightaudit

🎙️ Jasmine Xie's accidental hotel career path proves you don't need a perfect plan, just curiosity and openness to learning.💡 Selling rooms isn't just about occupancy, it fluctuates inventory, impacts F&B revenue, affects parking income, and changes rosters across housekeeping, porters, and kitchens. We break down the business mindset that transforms reservation agents into strategic contributors.🤖 “AI can never replace personalised human connection. The difference between an email exchange and a face-to-face conversation over coffee still matters profoundly." A refreshingly balanced take on technology's role in hospitality's future.📋 Why waitlist functionality is the most underused tool in hospitality, and how Jasmine's team uses it as both a revenue strategy and superior guest service.🎯 From Taylor Swift concerts to NRL Grand Finals: the art and science of pricing during high-demand periods, explained without the intimidating revenue management jargon.📚 How an ICMS grad went from reservation agent to 2025 HM Awards Rising Star nominee in under a decade.CHAPTERS00:00 Jasmine Xie's Journey in Hospitality04:58 Recognition as a Rising Star10:11 The Importance of Business Mindset14:53 The Role of Distribution in Hospitality16:20 Embracing Technology and AI in Hospitality19:25 Advice for Aspiring Hoteliers25:00 The Power of Waitlisting in Reservations

From Mirvac's magic sauce to Starwood's global machine to his own creative ventures, Andrew Taylor has seen hotel development from every angle. Why are basement gyms obsolete? What do office conversions in Paris and Sydney have in common? And when did 'design for design's sake' stop working? Andrew's betting on precincts, wellness as revenue, and the next generation. Plus the one piece of advice every aspiring developer needs to hear.Host: Shannon Knapp | Guest: Andrew Taylor | Producer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comCHAPTERS00:00 Introduction to Andrew Taylor and His Journey01:49 Transition from Law to Hotel Development05:11 The Importance of Design in Hospitality08:55 The Shift Towards Bespoke Hotel Experiences11:56 Navigating the Challenges of Hotel Development15:19 Global Market Trends in Hotel Development17:05 Post Pandemic Development Shifts21:40 The Concept of Precinct Hotels and Wellness23:45 Future Insights26:30 Due Diligence in Hotel Development32:09 Next Generation Hotel Expectations36:28 Innovative Hotel Development Trends39:38 Reality Check for Aspiring Hotel Developers44:07 A Toast to the Next Generation of Hoteliers

What does it take to become a hospitality leader? Joaquin D'Orazio is finding out; from washing dishes at a historic New Jersey inn to managing guest relations at a five-star Boca Raton resort, all while earning his degree and winning HSMAI's Peter Ricci Scholarship.In this conversation, Joaquin shares wisdom well beyond his years: why every hotelier should know every role (from bellman to housekeeper), what European hospitality taught him about slowing down, how running a car detailing business gave him an owner's perspective, and his strategy for handling difficult guests with grace.Whether you're a seasoned executive, mid-career professional, or just starting out, Joaquin's insights on balancing profit with purpose, efficiency with empathy, and technology with human connection offer a refreshing perspective on hospitality's future.Key Takeaways: ✨ The power of multi-role mastery in creating seamless guest experiences ✨ Why asking "why?" transforms service from transactional to transformational ✨ How entrepreneurial thinking elevates hospitality careers ✨ Practical advice for handling angry guests and staying resilientHost: Shannon Knapp | Guest: Joaquin D'Orazio | Producer: Heidi Egger Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comSubscribe for more conversations with hospitality professionals who are shaping the industry's future.00:00 Career Journey and Early Experiences03:35 A Day In The Life of a Guest Relations Agent06:52 Cultural Insights from European Hospitality09:07 Transferable Skills from Entrepreneurship16:30 Political Campaigns and Guest Relations23:25 Significance of Personalisation in Hospitality29:15 Recent Achievements and Networking Success31:35 The Impact of Scholarships on Career Growth33:33 A Toast to Hoteliers34:43 Guests Are The Reason We Have a Job 34:59 Experiencing Luxury Hospitality

Marketing expert Eve Weatherburn of Brand Journey builds the capability of teams to design, deliver and promote experience-led brands that come to life. In this fascinating conversation, Eve shares fresh perspectives on hotel branding from 30+ years leading brand strategies across Asia Pacific, Europe, and the US for major groups including Radisson, IHG, and Anantara. Learn what hotels can adopt from retail, why most hotel brands try to please everyone (and shouldn't), how to capture leads before booking, and why hiring outside the industry brings breakthrough ideas. Eve challenges the "that's how we've always done it" mindset and explains the seven P's of marketing that many hotel marketers never touch. Essential listening for hotel leaders, marketers, and anyone ready to think differently about brand experience.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comHotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger. 00:00 Marketing Intro, Insights for Hoteliers00:18 Brand Strategy: Defining A Target Audience00:48 Connecting Brand Strategy to Team Execution02:42 Fresh Perspectives: How Other Industries Market05:27 The Seven P's of Marketing in Hotels08:20 Final Thoughts and Toast to Hoteliers

What if the key to better hotel revenue management isn't more spreadsheets, but fewer rate changes? In this refreshingly candid episode, Revenue & Distribution Manager Matt Camp challenges the industry's obsession with over-engineering every decision. From using anecdata as a legitimate data source to asking whether you're revenue managing or day trading, Matt shares hard-won wisdom from 25 years in hospitality, including stints pricing everything from luxury wilderness lodges to city hotels. Learn why your property's authenticity matters more than fighting your natural market, why curiosity outweigh credentials in building revenue careers, and how making a bed with housekeeping might be the best thing you do for your strategy this week. If you've ever felt trapped in a cycle of constant rate tinkering, this episode is your permission slip to step away from the screen.Want to improve your hotel team’s revenue management and commercial acumen? Visit www.sknappconsulting.comHotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger.00:00 Intro to Hotel Revenue Management02:59 The Art and Science of Pricing06:04 Understanding Market Dynamics08:57 Matt’s Career Journey and Learning Experiences11:46 Importance of Curiosity in Revenue Management15:08 Role of Technology in Revenue Management18:06 Lessons from Early Career Experiences20:51 Final Thoughts and Toast to Hoteliers

Award-winning hotel general manager Greg Brady shares 8 essential leadership lessons from 30+ years running properties including Sofitel Sydney Darling Harbour (Australasian Hotel of the Year). Learn how to build lasting culture, stay calm during emergencies, build top performing teams, challenge outdated practices, and prioritise people over profits. Greg's unconventional path from teacher and police officer to top GM offers practical insights for hotel managers, hospitality students, and anyone leading teams.Want to improve your hotel team’s revenue management and commercial acumen? Visit www.sknappconsulting.comHotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger. Chapters0:00 Meet Greg Brady: from Teacher to Award Winning Hotel General Manager4:15 Lesson 1: One Quality a Hotel General Manager Needs to Succeed6:14 Lesson 2: The Qualities That Can and Can't Be Taught8:15 Lesson 3: Question Outdated Practices (The Minibar Problem)11:07 Lesson 4: Gain Diverse Experience Across Hotel Types12:55 Lesson 5: Show Calm Confidence During Emergencies17:02 Lesson 6: The Secret to Creating Winning Hotel Loyalty Perks18:45 Lesson 7: Culture Needs Constant Attention or It Will Drift 21:34 Lesson 8: Be Prepared for Unexpected Events24:55 A Toast to Hospitality Workers

Dr David Haberlah has a geology PhD, taught third graders in Northern Queensland, and now leads AI globalisation at a major hotel tech company. He joins Shannon to discuss artificial intelligence in hospitality.Learn why AI models have different personalities, how to handle employee data security, and how to match guests with experiences they'll actually love. Discover what to implement now, why fragmented hotel tech holds you back, and why live music and art are having a revival. 

In this episode of the Hotelier Huddle, Shannon Knapp interviews hotel sales and marketing leader Tracy Martin, founder of the Wisdom Well, discussing her journey in the hospitality industry, the transition to hotel consulting, and the importance of integrity and guest experience. They explore sales strategies, the challenges of going solo, and the unique demands of hotel management, culminating in a toast to hoteliers everywhere.00:00 Introduction to Tracy Martin 04:58 Evolution to Hotel Consultant: The Wisdom Well10:11 Sales Challenges in the Hospitality Industry14:59 Navigating Career Progression in Hospitality20:07 Managing Guest Complaints and Expectations24:57 The Entrepreneurial Leap: Going Solo30:11 Final Thoughts and Toast to Hoteliers

Tips for converting direct bookings. Shannon and Tamie Matthews (RevenYou) discuss why full occupancy isn’t always the most profitable; how content parity drives hotel bookings; GOPPAR and RevPAR; teaching hotel revenue management with candy; why you should invite housekeeping to revenue meetings; career advice for new hoteliers; Tamie’s “go to jail” rule on staff respect.CHAPTERS00:00 Introduction and hotel revenue management career00:34 How Tamie Books Travel02:57 Converting Direct Bookings06:02 The Most Ridiculous Thing a Client Has Expected11:17 Do We Focus Too Much On 100% Occupancy?15:28 The OTA Algorithm Truth Serum27:09 Learning from Different Hotel Departments30:57 Sales vs. Revenue Management33:08 Tamie's Superpower33:16 Identifying Superpowers in Hoteliers

Hotel profit follows purpose. Shannon and Alexia Kalis (Kalis Hospitality Group) discuss starting out in hospitality; keeping hotel staff motivated; restaurant menu pricing and psychology; the importance of learning from different departments; the craft of designing experiences that guests want to repeat.CHAPTERS00:00 Introduction - Hotel Career Journey02:52 Dynamic Nature of Food and Beverage in Hospitality05:46 Balancing Local Produce and Cost Management08:55 Market Segmentation in Hotels and Hospitality11:52 Evolution of Tasmania's Tourism Landscape14:46 Adapting to Change: Lessons from the COVID Era17:43 A Hotelier’s Personal Travel Strategies 20:57 Creating a Dream Hospitality Concept23:42 Motivating Hotel Staff in a High-Turnover Industry26:40 Advice for New Hotel and Hospitality Professionals29:58 A Toast to the Hospitality Community

Hotel profits can sometimes suffer from short term thinking and misaligned teams. Shannon and Francis Purvey (Sunlark Associates) discuss the benefits of hotel revenue and sales managers working together; why you should bring housekeeping into revenue meetings; improving performance with 12 minute stand-ups; the impact of AI on hotel revenue management; shared incentives that lift TRevPAR; and avoiding last-minute discounting. CHAPTERS:00:00 Introduction to hotel sales and marketing leader Francis Purvey02:47 Building relationships in the hotel industry 04:19 Impact of events on hotel revenue strategy 06:00 Do hotel guests have a long memory? 09:06 Preparing hotels for natural disasters 10:57 Why hotel sales problems don't magically resolve 12:29 Bridging the gap between hotel sales and hotel revenue directors 17:31 Evolution of hotel revenue management 21:33 TrevPAR 22:27 Strategic thinking in challenging times 29:01 Short term goals vs long term strategies 35:04 The million dollar month 35:44 Benefits of incentives 40:53 Impact of AI on hotel revenue management 46:41 Lessons from a successful hotel career