The Future of Hospitality

The rebrand only adds value once the segmentation and product are fixed.Learn how a bold wholesaler cut rebuilt rate quality and moved RGI from 81 to 110.In this episode Luc Boschmans interviews Sophie Richard, who leads European asset management for M&L Hospitality and chairs HAMA Europe.- Cut a low-rated wholesaler base, accepting 13 percent occupancy loss to rebuild higher-quality rate- Sequence segmentation and product before rebranding so the brand change adds value- Treat aging product as a cleanliness and rate problem, not just a renovation line- Review segmentation yearly rather than every five yearsSophie shares the full Brussels Midi case, from the segmentation cut to the four-star classification.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Sustainability lives or dies by what guests actually do.Learn which initiatives survive daily operations and which quietly fail after a pilot.In this episode Cesar Wurm interviews Gavin Fraser, Remco Groenhuijzen, Chrys Filimegkas, and Eric Van Lambalgen, four hotel leaders working across operations, finance, and sustainability in Amsterdam.- Account for behavior, since keycard heating and biodegradable products fail on how guests use them- Chase fast ROI, with opt-out room cleaning saving roughly 200,000 euros a year- Treat certifications as a diagnostics tool rather than a sales label- Focus upstream on scope 3 with suppliers, the largest share of the footprintThe group tests whether sustainability in operations delivers real impact or stays an illusion.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Revenue managers do not set the price. The guest does, and the rate is just where you move up or down.Learn how independent hotels run occupancy, distribution, and forecasting without a brand playbook handed to them.In this episode Tim Boersma interviews Rogier Ensel, owner of RevGen and former group revenue director at Cycas, on revenue management for unbranded properties.- Run occupancy first and let ADR follow as the measurement up or down- Avoid the parity trap you build yourself with Genius and resold discounts- Start forecasting small: fill in one day, look back, and do it again- Treat pricing as risk management, not a number you decide aloneA practical playbook for owners and revenue managers pushing margin on their own terms.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Handed millions and a great location, all three pick independent.Learn where independents still beat the chains and where AI actually belongs.In this episode Balve Bains interviews Klaus, Frank, and Panagiotis Kalogeridis, three hotel leaders running independent and family-owned properties across Europe.- Use speed as the independent edge, since a menu or a fix lands faster than any chain can approve- Recognize that claiming AI is not using AI, as most owners who say they use it have not started- Place AI in the back of house in revenue, kitchen, and engineering, not the front desk- Watch distribution as the battlefield, where hidden costs take owners out of the driver's seatEach leader is handed 10, 15, and 20 million euros and a location, and all three choose independent.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

New graduates are fluent in AI, but fluent is not the same as competent.Learn how to hire, onboard, and train hospitality talent for an AI-first industry.In this episode Brian Hicks interviews Michael Goldrich and Mike Gamble on the future talent pipeline report.- See why the confidence and competence gap shows up the day new grads start- Apply the four T's of AI adoption: tone, tools, training, time- Use onboarding as a recruiting weapon, not an afterthought- Keep EQ and human skills at the center, at every levelA practical playbook for leaders building an AI-ready hospitality workforce.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Guests check in carrying stress the front desk cannot undo on its own.Learn why wellness belongs across the whole hotel and why staff wellbeing sets the ceiling.In this episode Arjan Eikelenboom interviews Keith Dickey, Jeremy McCarthy, Simone Puorto, and Javier Suarez, a neuroacoustics co-founder, a former group wellness director, a technology consultant, and a spa consultant.- Treat arrival as layer zero, since guests check in carrying accumulated stress- Account for the first night being disrupted by design, so the first stay rarely delivers real rest- Care for staff wellbeing, because a depleted team transfers that state to the guest- Prioritize the basics of sleep, less noise, and human contact over longevity gadgetsThe panel makes the case for wellness as something lived across the whole hotel, not sold inside the spa.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

The tech experience belongs in the back of house, not the front.Learn where restaurant innovation pays off and where it breaks the guest experience.In this episode Gabriella Gomes Branco interviews Robin Vromans, who runs several hospitality venues and built BUNKR in Eindhoven, the first AI restaurant in the Netherlands.- Keep tech in the back, since front-of-house automation breaks the premium experience- Read your own numbers by combining all purchasing into one data sheet- Connect reservations, POS, finance, and purchasing into one overlay AI can read- Stay open to failure, because experiments that always work teach nothingRobin separates the hype from what actually works after building an AI-driven restaurant.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Regenerative hospitality means giving back more than you take.Learn how commissions, ownership, and transparency shape the choices of the next generation.In this episode Anemoon Schepel interviews Anastasia Ivanushkina and Bouke, both in their graduating year at Hotelschool Den Haag.- See how platform commissions of up to 30 percent pull value out of local communities- Understand how investment-firm ownership pulls hospitality away from its purpose- Choose transparency over greenwashing for a generation that can verify claims fast- Redefine success as paying staff well and giving back, not profit aloneAnastasia and Bouke point to community-owned and ecotourism models as the hopeful path forward.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

What does it take to build hotel leaders who go on to lead hotels of their own?Learn how people-first leadership, culture, and long-term team development create stronger operations and better guest results.Guest: Dieter Schmitz, General Manager at Sofitel, Accor, hospitality veteran of nine openings, and a leader known for developing future GMs while driving major hotel transformations.Key takeaways for hospitality leadersBuild a culture where strong number twos grow into confident hotel leadersUse hands-on leadership to create loyalty, accountability, and better guest experienceInvest in team culture to reduce turnover and protect long-term performanceLead through openings, pressure, and transformation without losing your peopleHost: Cesar Wurm leads a candid conversation on mentorship, culture, career growth, and what it really means to build leaders instead of just filling roles.Follow The Future of Hospitality for weekly insights into hospitality, hotels, leadership, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality.

Change won’t feel comfortable, but it will unlock revenue and agility for your hotel.Learn how to build an experiment-ready culture that makes AI and personalization deliver results.In this episode Brian Hicks interviews Dr. Florian Ilgen, keynote speaker and change strategist at Dr. Florian Ilgen. He holds a PhD in chemistry and uses neuroscience plus hands-on experiments to help organizations change.- Increase revenue by using AI hyper-personalization to turn processes into profit- Enable teams to run experiments so failures become fast learning- Strengthen leadership credibility by aligning words and actions to create psychological safety- Build flexibility and resilience so your organization adapts as AI reshapes operationsFlorian previews his HSMAI Americas Commercial Strategy Conference talk on curiosity driven change and practical tools to leave the comfort zone.Follow HSMAI Studio for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

The contact center isn't overhead. Ask anyone who's actually run one.Anita Travis leads global contact center operations at Outrigger Hospitality. Megan Becker has spent 14 years in reservations at Hershey Entertainment & Resorts. Both have built teams that drive revenue through every call - and both have had to fight for the contact center's seat at the commercial table. This is that conversation.Shift the contact center from cost center to commercial strategyBuild agent culture that delivers on your brand promise before guests arriveUse call data to share insights with revenue management that actually change decisionsIdentify the pre-arrival and ancillary revenue your contact center is leaving behindThink about the future of voice in a world where AI is doing more of the workFollow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality.

Reinvention that actually fills the dining room: how to reset a fine-dining signature and win guests in a new market.Practical leadership, conscious sourcing, and marketing tactics from a chef who left a 13-year career to start fresh in Bali.Syrco Bakker, chef and culinary creator and founder of Syrco BASÈ, built a two-mission kitchen at Pure Sea and trained in three-star kitchens, now leading a reinvented concept in Bali.- Learn a repeatable process to rework concept and menu to align with conscious lifestyles so you attract high-value guests.- Use team-led R&D and a clear culture to scale creativity so your kitchen performs consistently under pressure.- Market a destination restaurant efficiently: track data, target feeder markets, and leverage credible micro-influencers to drive bookings.- Balance purpose and profitability with practical steps to protect margins while advancing traceability and sustainability.Follow The Future Of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Stop guessing rates. Start shaping profit with speed and trust.How to make revenue management the commercial center that drives NOI and operational alignment.Jason D'Agostino is a certified revenue management executive at Visions Hotels who has overseen 70+ assets and a portfolio exceeding 300 million in top line room revenue. Host Tim Boersma explores how operators can use revenue strategy, technology and communication to deliver measurable results.- Turn tactical rate changes into a commercial strategy that increases net operating income.- Leverage AI and modern RMS to execute faster while validating anomalies with human judgment.- Gain actionable communication techniques to build owner and GM trust and approve pricing changes.- Apply operational insights from food and beverage and P&L thinking to protect margins per occupied room.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Struggling to attract and retain hospitality talent? Practical hiring fixes you can apply this week from an industry insider.Guest: Kim Loman, Founder of The Hospitality Recruiters, Amsterdam. With 18 years placing talent from part-time to director level and building international hiring and verification programs, he shares actionable tactics for busy leaders.- Improve applicant conversion by rewriting vacancy pages to lead with your story and clear candidate benefits - Cut hiring waste by adopting ATS workflows and verified candidate profiles that save time and money - Reduce turnover by embedding simple retention practices that make staff feel seen and boost loyalty - Accelerate integration of international hires with structured onboarding and local support to raise performanceFollow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Navigate people crises and build a resilient hospitality culture today.Hear how HR becomes the strategic engine for retention, growth, and guest excellence.Nicole Bon, HR Director People and Culture at Corendon, shares hands-on leadership lessons from COVID, talent strategy, and practical AI use in hospitality.- Lead through crises while protecting staff morale and trust- Free teams from repetitive tasks with AI so they focus on guest impact- Attract and retain diverse talent using flexible, tailored role design- Embed fairness and visibility so culture is felt, not just statedFollow Room for Talent for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Fix underperforming hotels by getting inside operations and people, not just systems.Learn how to recruit, coach and structure agile management for short-term owner timelines.Guest: Clare Anna Gamon, leader of London Rock Partners, a hands-on operator who has worked in hotels since her 20s and now manages 17 hotels across the UK.- Pinpoint leadership gaps fast so you can turn revenue and guest satisfaction around- Build autonomy in general managers to boost accountability and operational performance- Use pre-arrival tech to reduce front desk admin and create a warmer arrival experience- Structure flexible management agreements that match modern owner timeframes and protect marginsFollow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Sick of overcomplicated revenue strategies? Learn how simplicity and commercial leadership unlock profit for independent hotels.Niek Kollau shows how to turn chain-level structure into practical wins for small properties.Guest: Niek Kollau, commercial 'co-pilot' and revenue management consultant at Rev&U, former NH revenue manager and coffee-shop owner, with hands-on experience building commercial structure for independents.Key takeaways- Build a clear commercial structure to raise margins and stop reactive price moves- Use guest profiles to target distribution, attract higher-yield segments and reduce OTA dependence- Implement year planning and simple segmentation for predictable occupancy and smoother operations- Add low-cost direct-channel benefits to drive more profitable direct bookings without price warsExpect practical examples on OTA pricing, direct-channel add-ons and converting guest experience into pricing power.Follow Revenue Management Playbook for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Turn everyday interactions into lasting community impact.Learn how small leadership choices build workforce pipelines for hospitality.Stuart Brown, Executive Director of the Inspire Brands Foundation at Inspire Brands, leads youth empowerment, education and community impact initiatives and brings corporate, nonprofit, and startup experience.- Create a steady pipeline of work-ready hires by adopting workforce readiness practices.- Strengthen retention and culture so teams become sources of local influence and pride.- Multiply community impact by converting grants into year-long accelerator support for nonprofits.- Lead with agency and small wins to generate momentum across restaurants and regions.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Double guest frequency and keep the vibe relaxed and profitable.How an all-day brunch formula built 16 locations and loyal guests.Guest: Michiel Huisman, co-founder of Teds, scaled an all-day brunch concept across 16 locations over 10 years, turning leisure moments into repeat revenue.Key takeaways:- Optimize menu for speed, profitability, and Instagrammable moments to raise average spend and table turns.- Build a consistent yet localised brand experience so each venue feels authentic and repeatable.- Train and retain intrinsically motivated staff with clear service plans to protect guest experience.- Choose expansion sites with the right demographics, logistics, and terrace or corner exposure to succeed.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Want to turn cocktails and small plates into your hotel's most profitable moment?Learn how an apero-first experience builds loyalty, retail channels, and a signature vibe.Guest: Jeroen de Pauw, TV chef and creator of Canape Abero, trained in Michelin-star kitchens and experienced touring with international artists and large-scale events, bringing hospitality, storytelling, and product partnerships to life.- Increase guest spend and dwell time by designing apero-style small-plate flows that encourage sharing and repeat covers.- Diversify revenue with supermarket-ready branded products, turning signature recipes into retail income and marketing reach.- Create a consistent, human-focused guest vibe while streamlining operations so staff can deliver spontaneity reliably.- Reduce costs and improve margins with practical zero-waste cooking techniques that protect quality and brand values.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Replace plastic in your hotel rooms without changing your operations.Discover how one reusable bottle can turn in-room water into a visible sustainability statement guests actually take home.Guest: Bart Willems, Co-founder of Bottle Up. Bart left the media industry to challenge single-use bottled water and introduce a plant-based, reusable alternative for hospitality. Today, Bottle Up works with hotels across Europe to reduce waste and upgrade guest experience.Replace single-use plastic with a reusable, sugarcane-based bottleReduce waste without adding operational complexityTurn a simple amenity into a brand and PR opportunityMeet growing guest expectations around sustainabilityFollow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Transform your team without big budgets: practical talent development that actually sticks.Discover how frontline managers become the real multipliers of growth.Guest: Marcel Petzold, Director of Talent Development and HR Shared Services at Marriott International, Fiji. Marcel brings operational and regional experience building human-centered L&D that reduces turnover and raises engagement.- Turn training into measurable change by equipping managers to reinforce skills on the floor- Create internal mobility paths that keep top talent in-house and accelerate careers- Spot early warning signs and retain staff through short, purposeful one-on-ones- Design development that balances practical daily coaching with scalable learning toolsFollow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Stop guessing your next growth move in hospitality.Hear how Tarji Carter turned a nontraditional hotel career into a franchise-building engine.Tarji Carter, founder of The Franchise Player, brings 20+ years in hospitality and franchising and created the Franchise Game conference. She shares practical, actionable guidance for managers and leaders.- Decide if franchise ownership fits your goals and avoid costly common mistakes.- Use relationship-led sourcing to shorten deal timelines and accelerate development.- Build the operational and wraparound team that drives real profitability.- Protect your mental health and budgets while scaling your business.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Handle high expectations without losing the team or the guest.Yaron Jansen explains how to lead luxury operations so service stays exceptional under pressure.Host Emma Wunderink speaks with Yaron Jansen, Director of Operations at De l'Europe, who brings nearly two decades of luxury hospitality experience and oversees a historic Amsterdam property recently awarded three Michelin keys. He rose through the ranks across food and beverage and senior leadership roles, shaping a solutions-first approach from the floor to the executive suite.- Stay operationally grounded while expanding accountability and complexity so daily standards never slip.- Manage occupancy and guest flow to protect service quality and maximize revenue.- Build a leadership team that fills your gaps and keeps decisions practical and executable.- Align standards with purpose to engage a multigenerational workforce and reduce pointless questioning.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Front desk mistakes are costing you revenue and repeat guests. Learn practical fixes in one conversation.Emma Wunderink reveals how to train receptionists, boost upsells, and turn every lobby into a competitive advantage.Guest: Emma Wunderink, hospitality consultant at Cohesive Consultancy, with leadership experience at Sofitel Legend de Grand Amsterdam and Waldorf Astoria Amsterdam.- Build front desk teams that deliver consistent luxury service and increase upsell revenue.- Train receptionists to convert local knowledge into authentic recommendations guests trust.- Empower every department to act on small guest cues that drive retention and positive reviews.- Use automation and AI to remove admin work so staff can focus on emotional connection.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Stop leaving revenue on the table: learn when to raise prices with confidence.Practical steps for owner-operators to replace gut feeling with data-driven pricing.Guest: Tim Boersma, Revenue Manager, RoomPriceGenie. Tim helps independent hoteliers shift from static pricing to timed, data-led decisions across Benelux owner-operated properties.- Capture higher night rates for events and peak demand while keeping guests satisfied.- Reduce pricing risk by using simple metrics and day-of-week analysis to optimize ADR and occupancy.- Free up your time and retain control by adopting measured automation that you can monitor.- Gain incremental wins and trust so you can safely test higher rates and increase profit.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Life, travel, and human connection shape us long before we put words to them.In this episode, Cesar Wurm sits down with Sarah Dandashy for an open, unscripted conversation about the moments, cultures, and experiences that influence how we connect with others, in hospitality and in life. From growing up between worlds to creating unforgettable guest experiences, this conversation explores presence, perspective, creativity, and the human habits behind lasting guest loyalty.Sarah Dandashy is a luxury hospitality and travel media personality and founder of Ask a Concierge; TEDx speaker, best-selling author, TV and podcast host with roles on Good Morning Hospitality and Skift.In this episode, you’ll hear how to:Turn constraints into meaningful, memorable guest moments.Use storytelling and owned content to build trust beyond the stay.Apply simple check-ins and micro-routines to lead with clarity and avoid burnout.Stay informed through lightweight daily habits that support better decisions.This episode is part of Unscripted Hospitality by Cesar Wurm, part of the Future of Hospitality podcast.Follow us for weekly conversations on hospitality, hotels, and guest experience.Disclaimer: This podcast shares personal stories, experiences, and opinions from hosts and guests. These are individual perspectives and not official advice from The Future of Hospitality.

Luxury hospitality runs on performance, but at what human cost?This roundtable explores how regenerative hospitality and wellbeing can reshape the future of hotel work, leadership, and culture from the inside out.Guests: Fenna Hofmeester and Emma Müller, students at Hotelschool The Hague, Anemoon Schepel, Senior Lecturer at Hotelschool The Hague, and Cesar Wurm, SVP at ALHI, share real experiences from the front line of hospitality. Host Arjan Eikelenboom guides an open conversation on pressure, emotional labor, inequality, addiction, leadership responsibility, and what the next generation truly needs to thrive.Understand why emotional labor is one of the biggest hidden pressures in hospitality.Learn how inequality still shows up behind the scenes in global hotel operations.Discover why wellbeing must shift from reactive support to preventative culture.Explore how regenerative hospitality goes beyond sustainability and into human recovery.See how students and leaders together are reshaping hospitality culture for the future.Follow The Future of Hospitality for weekly insights into hospitality, hotels, leadership, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

TikTok is stealing attention and AI is rewriting search.Learn practical steps to protect direct bookings and turn intent into revenue.Guest: Serge Berezhnoy, founder of InsightArc and AI-driven guest intent expert, explains how hotels can reclaim distribution. Host Alon Shkuri guides a focused discussion on TikTok, AI agents, and real-time personalization.- Identify guest intent in real time to deliver offers that convert more bookings.- Use authentic local creators to drive higher-performing social traffic at lower cost.- Leverage reviews and Google Maps signals to appear in AI-driven search and agents.- Apply simple personalization segments to boost direct conversion without heavy tech lift.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Hear how to fix staffing, training, and revenue gaps in hotels in one candid conversation.Heather Dwyer shares practical, fast actions you can apply this week.Guest: Heather Dwyer, founder of Dwyer Consulting and Consiére, hospitality consultant and staffing specialist with deep hands-on hotel operations experience from MGM to boutique luxury. Hosted by Cesar Wurm.- Turn staffing churn into reliable task force and full-time hires that reduce operational risk.- Deploy targeted onboarding and coaching to boost coordinator productivity and guest satisfaction.- Speak owners' language with ROI-focused proposals that win investment for critical roles.- Apply entrepreneurial cash-flow and hiring lessons to scale consulting or in-property initiatives.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Want guests who feel at home without scripted service?Learn how Beaumier's CEO Billy Skelli Cohen builds simple luxury that empowers staff and elevates stays.Guest: Billy Skelli-Cohen, CEO of Beaumier, leads a collection of characterful hotels across the Alps, Provence, and the Mediterranean and explains how guest-led design and people-first culture drive measurable guest satisfaction and operational simplicity.- Increase guest satisfaction by replacing scripts with flexible, guest-led check-in and service.- Cut design and maintenance costs while boosting luxury perception through simple, repeatable materials.- Improve staff morale and retention by designing first-impression onboarding and ongoing appreciation systems.- Strengthen local storytelling and community ties to create authentic experiences that sell.Follow The Future Of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Stop guessing on pricing and comp sets. Learn how to turn STR data into decisions that protect GOP and growth.Host Cesar Wurm speaks with Isaac J. Collazo, analytics leader at Smith Travel Research, who brings 25+ years across Marriott and IHG and a proven talent for making hotel data actionable.- Create on-the-fly comp sets to validate development pro formas and test market assumptions.- Combine STR and CoStar insights to identify nearby demand drivers and targeted prospects.- Present owners what they care about by contextualizing RevPAR with submarket trends and GOP impact.- Speed analysis with AI while keeping human validation to avoid misleading outputs.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Discover how wellness becomes the defining advantage in luxury hospitality.Guest: Patrick Fernandes, CEO of Alchemy Wellness Resorts and Executive Managing Director at Carillon Miami Wellness Resort, joins Host Armando Cerda to unpack 25+ years of luxury leadership and the tactics that turn wellbeing into measurable guest value.- Embed wellness as an operational philosophy to increase guest loyalty and premium rates.- Deploy touchless wellness circuits and high-tech restorative journeys that boost guest recovery and satisfaction.- Build culture through trust, recognition and purpose to reduce turnover and deliver authentic service.- Apply curiosity, humility and resilience to lead teams and accelerate innovation.Practical strategies and examples for managers and leaders who want to reframe luxury around wellbeing.Follow Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

The Fly Fairly team unpacks how Gen Z is reshaping travel with new expectations around transparency and flexible payments. From buy now, pay later to the rise of discovery-first planning, this episode explores what OTAs must change to keep up with the next generation of travelers.

Recenter hospitality around generosity and memory.Learn how to shift from scarcity to service and lead teams that thrive.Steve Fortunato is a leadership expert, entrepreneur, and founder of the event venues, the Harper and the Fig House, and roomforty a catering company that served the Los Angeles area for 20 years, and has now relocated to Santa Cruz to do intimate, immersive gatherings that create lifelong memories.  Known for pioneering the Host Mindset, Steve helps leaders and organizations cultivate genuine relationships that drive performance, foster belonging, and sustain long-term success. His transformative approach empowers leaders to navigate complexity with authenticity, generosity, and empathy.- Design guest experiences that create lasting memories and drive repeat business.- Replace scarcity-driven habits with a generous operating system that boosts staff morale and retention.- Hire and develop coachable talent and lead with systems that protect home life and resilience.- Launch experiential dining concepts and use tactile details to elevate perceived value.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality'

Stop treating transportation like a commodity. Learn how hospitality wins riders, loyalty, and revenue.Patrick Goddard turned hotel service into a thriving intercity rail experience that customers love.Guest: Patrick Goddard, CEO of Brightline Trains Florida, leads the $6B project that relaunched private intercity rail in the US, delivering 300,000 monthly riders, a 75 NPS, and 95% on-time performance.- Design passenger journeys that feel like a hotel stay, increasing loyalty and repeat bookings.- Convert car-centric travelers by marketing real guest benefits that reduce friction and boost adoption.- Scale operations while protecting service: tactics to raise capacity, manage GDS distribution, and improve yield.- Lead teams through industry change using a white-belt mindset, resilience hiring, and values alignment.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Turn underused property into a profitable, tech-forward hotel.Learn how Jordi De kort scaled five hotels and opened a new resort in Curaçao using mobile key, receptionless check-in, and sustainable systems.Guest: Jordi De kort, founder and hotel developer at Steinmetz | De Kort, operator of five hotels and the Nova Curaçao resort, shares hands-on lessons from fast-growth hotel development.- Cut operating costs by adopting mobile key and automated check-in without losing guest convenience.- Increase occupancy and average length of stay by designing rooms for long-stay comfort and flexibility.- Future-proof projects by integrating software-ready infrastructure during construction to simplify operations and reporting.- Improve financing and margins with energy measures such as A-label standards and solar installations.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Maximize bookings without competing on price.Optimize your OTA shop window to attract the right guests.Guest Khalifa Saqer, CEO of HostelHop and hospitality consultant with 13 years' experience, joins Host Gabriella Gomes Branco to share tactical growth strategies for hostels.- Make your OTA listing the shop window: better photos and traveler-focused descriptions that raise conversions.- Turn OTA traffic into direct bookings by packaging clear value, improving reviews and responding strategically.- Leverage partnerships like transport integrations to expand reach, lower marketing effort and add traveler perks.- Design spaces and experiences that foster trust and belonging to boost repeat stays and referrals.Actionable, practical advice for managers and leaders who want more visibility, revenue and guest loyalty.Follow Future Of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Can a safari lodge teach hotels how to give back more than they take?Emma Müller shares practical, scalable steps to move hospitality from sustainable to regenerative.Guest: Emma Müller, student at Hotel School the Hague with experience in South African luxury safari lodges, an internship in Frankfurt, and co-creator of a minor in regenerative society.- Reframe success beyond RevPAR so your property measures social and ecological returns.- Implement small, high-impact changes that scale into lasting community benefits.- Use guest experiences and staff engagement to strengthen conservation and local hiring.- Apply practical models such as water-cycling, tracker academies, and solar integration.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Make music work for your guests: small playlist changes that boost dwell time and revenue.Discover how branded soundscapes shape guest perception across hotels, restaurants and retail.Guest: Danny Bas, Sales Director at Xenox Music Media. With 13 years at Xenox and a 35-year track record supplying background music to hotels, retail and venues worldwide, he shares practical music, licensing and tech strategies for hospitality leaders.- Increase guest dwell time and repeat visits by aligning playlists to brand, time of day and venue.- Reduce compliance risk and simplify royalties with practical guidance on Buma, Sena and business licensing.- Streamline operations with scheduled programming for breakfast, bars and seasonal campaigns.- Leverage AI and retail media to personalize atmosphere while preserving the personal service clients expect.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Managing humanity under pressure: practical leadership that turns complaints into loyalty.Short, low-cost tactics you can use this week to boost guest satisfaction and team morale.Jordy Smit, General Manager at Courtyard by Marriott, brings over 16 years with Marriott, pre-opening experience at Moxie Utrecht, and hands-on leadership running hotels in Berlin through COVID. In conversation with host Arjan Eikelenboom he shares how servant leadership and empowerment drive measurable results.- Empower your team to resolve complaints on the spot so guests leave happy and return- Use micro-recognition and on-the-spot gestures to keep morale high during peak service- Create team-led activations to rebuild culture, reduce turnover, and increase engagement- Shift from command to coaching to lift guest satisfaction scores within monthsFollow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Can Amsterdam grow tourism without sacrificing livability?Hear how one policy shift and targeted real estate can move visitors out of the crowded center.Guest: René van Schie, Director Accommodations and Leisure, Metropool Regio Amsterdam. Host: Arjan Eikelenboom. René moved from managing the Vondelpark youth hostel to coordinating hotel and leisure development across 30 municipalities, giving him hands-on insight into zoning, place-making and community-focused tourism.- Avoid costly hotel projects by learning where not to build and how to align with municipal strategy- Use high-quality regional attractions to redistribute visitors while protecting neighborhood life- Design mixed-use hotels that preserve public space and activate communities for locals and guests- Leverage hotel zoning for short-term housing solutions and smarter planning decisionsFollow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Want 10 to 30% more revenue without adding listings?Learn the daily habit and design choices that turn operations into a growth engine.Guest Eric Moeller, CEO of Freewyld, a founder who turned operational excellence into a growth engine and a leading voice in short-term rentals. Hosted by Gabriella Gomes Branco.- Capture 10 to 30% more revenue by owning your pricing tool and checking market pacing daily.- Stop reactive price slashes and implement a revenue strategy that responds to competitor bookings and demand.- Boost direct bookings and repeat stays by designing intentional, tech free experiences that reconnect guests.- Scale faster by hiring revenue or design experts when you are not obsessed with those functions.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Skip a daily clean, plant a tree, and turn guest choice into measurable sustainability impact.Hear how one hotelier made this idea global and planted close to 700,000 trees.Guest: Floris Licht, hotelier, entrepreneur and founder of Company: Hotels for Trees, and General Manager at DoubleTree by Hilton Amsterdam Central Station. Host: Arjan Eikelenboom.- Save housekeeping costs while funding verified tree planting projects.- Boost staff recruitment and team engagement with hands-on planting days.- Offer guests an easy carbon-aware option that integrates with PMS and digital check-in.- Convert group and corporate bookings into tangible CSR outcomes and marketing stories.Practical tactics for quick implementation and measurable guest-facing impact.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Stop losing bookings to complexity and outdated systems.Make technology work for guests, staff, and your bottom line.Susanne Frankenhauser, hospitality sales and distribution consultant at TH-Experts, draws on hotel apprenticeship roots and hands-on experience with reception, sales, PMS, channel managers and website integrations to help independent properties modernize.- Fix revenue leaks by identifying unused PMS features and cleaning booking data- Boost direct bookings with focused content and consistent portal pricing in 4 to 8 weeks- Select right-sized technology and roll it out step-by-step to protect brand and budget- Blend smart automation with human service to raise guest satisfaction and repeat businessFollow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Stop guessing what guests want. Learn a practical process to turn customer conversations into a clear, revenue-driving proposition.Market clarity, a single source of truth, and AI-ready operations that protect margin and service.Anu Ala-Outinen, co-founder of Moder and former competition lawyer turned travel tech entrepreneur, explains how to validate your market and make your UVP operational.- Validate demand by talking to customers so you attract the right guests and reduce costly assumptions.- Craft a UVP that is clear, relevant, and memorable so teams make faster, more consistent decisions.- Consolidate messy tech stacks into one platform to sell experience packages, streamline operations, and get a single source of truth.- Apply AI to personalize offers and optimize staffing while keeping human service central to the guest experience.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Make your hotel team indispensable and your guest experience unforgettable.A career from doorman to Managing Director with repeatable tactics for leaders.Guest: Ramon Reyes, Managing Director at Omni Atlanta Hotel. A servant leader who led multiple pre-openings and won General Manager of the Year while running one of Omni's largest nearly 1,100-room properties.- Retain and grow talent by building internal career pathways and a career closet that removes barriers to advancement.- Lead across departments using cross-training tactics that build credibility and operational fluency.- Design memorable group and F&B experiences that showcase local flavor and boost guest loyalty.- Use technology to personalize high-volume service while preserving human connection.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Stop losing cash and time to clunky payment processes.Hear how payments data can unlock liquidity, cut risk, and speed bookings.Will Bicknell, who leads Felloh and brings experience as a tour operator and former FinTech chief innovation officer, joins host Gabriella Gomes Branco to explain how payments, data, and compliance transform travel operations. He shows practical steps operators can use today.- Automate payments to reduce manual chasing and fraud exposure, saving staff hours.- Reconcile payments with bank data to free working capital and simplify finance.- Use payment data to satisfy regulators and merchant acquirers, building trust and lowering costs.- Apply low-code tools like payment links and Zapier to scale without heavy engineering.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Want to know about boutique hotels that feel alive and profitable? Tune in.How one director rebuilds tired properties by prioritizing people, design, and local partnerships.Guest Nicoline Montanus, director of Arq Hotels, shares her experience leading iconic properties and building boutique hotels with soul.- Increase guest satisfaction by making staff the core of every stay, improving warmth and retention.- Cut food waste and costs while delivering memorable, personalized breakfasts.- Free team time with smart digital tools so staff can focus on human moments.- Revive tired hotels through trust-first takeovers, local sourcing, and thoughtful redesign.Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality

Stop building next year from last year's budget.Learn how boutique hotels can anticipate change and convert tech into time for real hospitality.Sander Allegro, founder at Allegro INN ovations, a 25+ year hospitality strategist who became a general manager at 21 and chairs Quality Lodgings.- Future-proof your property by identifying the major forces that will reshape demand and operations.- Use technology to remove admin, freeing teams to deliver unforgettable, personal welcomes.- Apply low-cost operational tweaks that measurably lift guest satisfaction and review scores.- Lead with curiosity, build informal networks, and involve young talent to sharpen strategy.On The Future of Hospitality with host Arjan Eikelenboom. Follow The Future of Hospitality for weekly insights into hospitality, hotels, and guest experience.Disclaimer: This podcast shares stories, experiences, and opinions from hosts and guests. They are personal perspectives only and not statements of fact or official advice from The Future of Hospitality