Hospitality Daily Podcast

Hotel guest satisfaction increased across every segment in J.D. Power's 2026 North America study. Andrea Stokes, Practice Lead, Hospitality Intelligence, explains what guests are noticing in rooms and shared spaces, why responsive human service still matters alongside mobile check-in, and what operators can learn from food and beverage. We also discuss how J.D. Power benchmarks large third-party hotel management companies. Learn more: 2026 North America Hotel Guest Satisfaction Index Study20...

Today in Washington, DC, I shared findings from the State of Hotel AI research I ran with Nazpari Aydin for Destination AI. We surveyed hotel company leaders about how they feel about AI, where it's paying off today, and what's holding them back. The research State of Hotel AI: Fall 2026 findingsTake the survey to get the full benchmarking data setRelated episodes Destination AI: How I Built the #1 Hospitality AI Event From Scratch (Nazpari Aydin)Stop Guessing About AI. See What Hotel L...

AI is the tool, mindset is the operating system, and hospitality is the outcome. In this episode, Danica Smith, Guest Experience Correspondent at Hospitality Daily and founder of MorningStar GX, shares what this framework means for hospitality leaders: giving people the time and support to use AI, keeping experimentation focused on useful outcomes, and considering operational efficiency alongside team well-being and guest experience. Read Danica’s article: You Cannot Automate Your Way Out Of ...

In this episode, Danica Smith, Guest Experience Correspondent at Hospitality Daily and founder of MorningStar GX, joins Josiah Mackenzie to share her read on AI in travel and hospitality, fresh from the main stage at AI Summit Barcelona, where not one person in the room said they would let an AI agent book their trip without approval. Danica and Josiah compare that hesitation with Josiah’s recent experience using AI to research and book a trip. They also discuss inequality in experimenting wi...

In this episode, Steven Moore, CEO of Actabl, and Joseph Benjamin, Actabl's Chief Technology Officer, share a practical approach to using AI in hotel operations as leaders prepare for budget season. They explain why reliable operational AI depends on trusted data, how it can give hotel teams more time with guests, and how leaders can move from scattered experiments to a coherent architecture without creating new security and cost problems. Watch the webinar: Access the original on-demand Acta...

Dan Kornick, Chief Information Officer at Loews Hotels, explains how they decide where AI can improve hotel work and guest service. Dan also discusses working with technology partners, measuring results, and testing whether the value justifies the cost. Going to Destination AI? Hear Dan there: Destination AI Forum. Read my related HotelOperations.com article: Most Hotel AI is Stuck in “Pilot Purgatory” But Loews Sees a Way Out. A few more resources: If you're new to Hospitality Daily, sta...

Alex Cabañas, founder and CEO of Astound Ventures and executive chairman of Pyramid Global Hospitality, shares how our industry can innovate to make hotels more profitable, working in hotels more rewarding, and stays in hotels more enjoyable. Learn more: Astound Ventures: launch announcement, net unit margin approach & portfolio companiesOperational examples: Base Power (home batteries) | Fox Fold (refillable paper) | Outmore (heated outdoor furniture) | Relivable (meeting and event work...

Sloan Dean introduces AI Hospitality Group and explains why he's building an AI-native hotel management company. He covers the pace, risks, and benefits of AI; the pressure on hotel owners; and how he's approaching recruiting, sales, and daily operations through hotel partnerships. Sloan also explains his profit-sharing management model and what he believes this approach could mean for hotel associates, owners, and guests. Links: AI Hospitality GroupSloan’s newsletter: Services Are the New So...

In this episode, Cornell professor Chris Anderson shares why hotels cannot afford to treat AI as a "wait-and-see" issue. Drawing on research he conducted about how different traveler segments use AI, he explains why hotel discovery is becoming more contextual and why reviews and trusted third-party information matter. We also discuss what hoteliers can test now, why integrated technology will matter more, and how more specific guest requests could eventually change what hotels offer. Chr...

In this episode, hosted by our careers correspondent Emily Goldfischer, founder of hertelier, Charlotte Weatherall, General Manager of Corinthia London, shares what she has learned about building a career and leading as herself. Charlotte explains how her sales and marketing background prepared her to become a GM, why trusting her team shapes the guest experience, and how she balances ambition with family life. She also shares what hospitality needs to change to support women’s progression a...

Jeff Wielgopolan, Service Director at Meadowood Napa Valley & The Napa Valley Reserve and former Senior Vice President of Learning & Development at Forbes Travel Guide, shares a recent experience with AI as a guest, and then what it's like providing service in a world where more and more people use AI as they travel. Previous episodes with Jeff: The Energy of ExcellenceThe Fundamentals of Service in Luxury HospitalityThe Experience That Earned Us Michelin’s Three Key Distinction A few...

Jeff Wielgopolan, Service Director at Meadowood Napa Valley & The Napa Valley Reserve and former Senior Vice President of Learning & Development at Forbes Travel Guide, shares a few thoughts on how to train your teams for excellence. Previous episodes with Jeff: The Energy of ExcellenceThe Fundamentals of Service in Luxury HospitalityThe Experience That Earned Us Michelin’s Three Key Distinction A few more resources: If you're new to Hospitality Daily, start here. You can s...

Jeff Wielgopolan of Meadowood Napa Valley explains what it means for a guest experience to be consistent within itself, with the setting, language, and service all fitting together. He shares how that coherence can look different across properties and individual guests, including a bellman in Johannesburg whose personal response met him exactly where he was after a long journey. More conversations with Jeff: The Energy of ExcellenceThe Fundamentals of Service in Luxury HospitalityThe Experie...

Jeff Wielgopolan, Service Director at Meadowood Napa Valley & The Napa Valley Reserve and former Senior Vice President of Learning & Development at Forbes Travel Guide, joins us to explore what excellence looks and feels like in hospitality. He explains why you often sense the quality of a hospitality experience within the first minutes, and how team energy, attentiveness, and simple acts of service shape the guest experience. You’ll hear examples from Meadowood and Raffle...

This summer, Hospitality Daily founder Josiah Mackenzie did something he’d wanted to do for years: drive across the U.S. coast to coast. In this episode, he shares some of the experiences that stood out to him, what he appreciated as a guest, and how an evening gone wrong reminded him how important hospitality is. Mentioned in this episode: evo Hotel Salt Lake City Conversation with Kevin Masse of Small State Provisions Share with Josiah what stood out to you about your travel...

In this episode, Drew Bridges, principal at JMI Realty, shares the process behind one of the hotel deals the Wall Street Journal recently covered, including how he uses AI to read thousands of guest reviews and understand what is actually broken in a hotel before buying it. You’ll hear how Drew uses guest feedback to identify investment opportunities, how the same analysis showed him that the elevators at the Hilton Garden Inn Austin Downtown were a real capital problem while the air conditio...

In this episode, Emily Johnson, founder of Elevate Hospitality Collective; Erica Huss, creator of All Too Well; and Jen Veralle, founder of Mindful Drinking Movement and Sauna and Sobriety, share a practical approach to hotel wellness that doesn't start with a big CapEx budget. They explore why the guest room may be the most powerful wellness facility on a property, how a thoughtful non-alcoholic beverage program can create incremental revenue, and how guided sauna and community experiences c...

What does AI adoption personally mean for a hospitality technology leader? In this episode, Sage Hospitality CTO Matt Schwartz explains how he is using AI to manage email, meetings, calendar demands, and other work so he can get back time for his company, family, and personal well-being. Matt also shares how he keeps building AI fluency by learning from peers inside and outside hospitality, following technology companies and industry thinkers, and making continuous learning part of his routin...

In this episode, Sage Hospitality CTO Matt Schwartz explains how hospitality leaders can evaluate AI investment by connecting it to expense reductions, revenue, GOP, and NOI. Listen to our series with Matt: Part 1: The Weekend Class That Changed My CareerPart 2: How We’re Leading AI Adoption With a Human-First ApproachPart 3: Our 4-Layer AI Framework: Data, Reporting, Insights, ActionLearn more about the Destination AI Forum in Washington, DC (where Matt will be speaking) More: Uber caps empl...

Every technology partnership is a bet, especially when AI is changing what software can do and which providers may remain relevant. In this episode, Sage Hospitality CTO Matt Schwartz explains how he evaluates hotel technology partners -- and who he chooses to work with. Listen to the series: Part 1: The Weekend Class That Changed My CareerPart 2: How We’re Leading AI Adoption With a Human-First ApproachPart 3: Our 4-Layer AI Framework: Data, Reporting, Insights, ActionLearn more: The Bitter ...

Sage Hospitality CTO Matt Schwartz shares the four-layer framework guiding the company's AI strategy: data, reporting, insights, and action. He explains why hotel data must be brought together and normalized before AI can produce useful analysis or support operational decisions. The framework moves from a reliable data foundation toward a future in which AI agents can take action, with the ultimate goal of giving property teams more time with guests and their other associates. Listen to the s...

Giving people access to AI does not guarantee that they will use it or that your organization will benefit. Sage Hospitality CTO Matt Schwartz explains why he sees AI adoption as a change-management challenge and walks through how he and his team are helping both on-property and home-office leaders build AI fluency. Matt also shares how Sage measures progress toward its adoption goals, addresses fear and resistance to AI, and focuses its AI initiatives on a human-first goal: helping their peo...

Before Matt Schwartz became Chief Technology Officer at Sage Hospitality, a weekend HTML class changed the trajectory of his career. In the first episode of our six-part series with him, Matt shares how that unexpected experience led him from environmental economics into technology and ultimately hospitality technology leadership. Learn more about the Destination AI Forum in Washington, DC (where Matt will be speaking) Want more? Learn more about Sage HospitalityListen to Matt discuss bringin...

Kevin Masse is the founder and owner of Small State Provisions (IG: @SmallState), a Connecticut bakery and café built around one simple idea: create a place where people want to gather. In this conversation, Kevin shares how a career in marketing, advertising, and food media shaped his approach to hospitality, why thoughtful design and local sourcing matter, and how he's navigating the transition from hands-on baker to visionary leader as the business grows. Listen to hear practical insights ...

In this sponsor bonus episode, Joseph McGroarty of Actabl shares what he learned working on site with a hotel company in the Forward Deployed Engineering model. He explains how observation and careful listening revealed the language, workflows, and operating knowledge needed to build AI around how hotel teams work and make decisions. You'll also hear how Actabl's Altitude product provides verified answers about hotel and portfolio performance, and why co-creation between hotel companies...

In this episode, Emily Johnson, the Founder and CEO of Elevate Hospitality Collective, brings together Joli Barfield, Corporate Director of Human Resources, and Kristi Ellingsworth, Director of Hospitality, both at Dartcor Enterprises, to explore why great guest experiences begin long before a guest arrives. Drawing on experience across hotels, restaurants, HR and operations, they explain why employee wellbeing is more than a benefits program. It's a leadership and operational practice that s...

In this episode, Christina Poon, the General Manager at the Detroit EDITION, shares what watching AI companies can teach hospitality leaders: continuous improvement as a way to win in a business that's "always done it this way," AI as a research tool, and rethinking how you communicate with the next generation joining your team. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf you want t...

In this episode, Christina Poon, the General Manager at the Detroit EDITION, shares the three layers of impact a hotel can make on its city: a gathering place, an economic engine, and a career catalyst that keeps talent home. You'll hear what she learned advocating for the neighborhood on the board of the Union Square Partnership, including the 14th Street mural painted by a couple hundred volunteers, and the city-first strategy behind the Detroit EDITION. A few more resources: If you're new...

In this episode, Christina Poon, the General Manager at the Detroit EDITION, shares how she's building a great hotel guest experience before the property opens. She talks about recruiting leaders in a place where she started with zero network, hiring for attitude plus operational readiness, and designing the guest experience while the building is still under construction. You'll hear why she meets every candidate one-on-one instead of relying on CVs, plus the W Hotels chef collaboration that ...

In this episode, Christina Poon, the General Manager at the Detroit EDITION, shares how vision guides the moves you make as a hotel leader and throughout your career. You'll hear how Christina builds a property vision with owners and the team, why she compares each hotel chapter to making a movie, and how her yearly personal review helped lead her from New York to a construction site in Detroit. Listen to the first part of our series: The Unexpected Joy of a Career in Hospitality A few more...

Christina Poon, General Manager of the soon-to-open Detroit EDITION, shares the story of how an unexpected career recommendation led her into hospitality and why she's never looked back. She reflects on the power of human connection, creating lasting guest experiences, and building a career aligned with your personal values. Christina also explains why she began documenting the realities of hotel leadership on LinkedIn, offering aspiring hospitality leaders a rare behind-the-scenes look at th...

In this episode, Milou Neelen, the Founder of Hôtel Magique, shares why so many beautifully designed hotels leave guests feeling nothing. You'll hear why she chases awe over polish, how imperfection makes a space feel more human, and why she believes an awe-inspired hotel moves guests from memorable to transformational. She also gets into the science of awe through the work of UC Berkeley's Dacher Keltner, author of Awe: The New Science of Everyday Wonder. Connect with Milou: LinkedInInstagra...

Scaling a hospitality brand is about more than adding new properties. The real challenge is preserving the culture, service, and sense of connection that made the brand successful in the first place. In this episode, Lily Wecker, CEO of Aethos, shares how the company approaches growth by investing in people first, choosing locations with intention, and expanding alongside the communities they serve. She explains why culture is the foundation for scaling and why staying true to your identity m...

Creating a memorable hospitality experience is only part of the challenge. Communicating it in a way that feels just as human is what sets great brands apart. In this episode, Lily Wecker, CEO of Aethos, explains how the company's human-centered philosophy shapes its marketing and communication. She shares why Aethos prioritizes people over products, how its campaigns capture the spirit of the brand rather than staged perfection, and why storytelling attracts guests who will really connect w...

In this episode, Lily Wecker, the CEO at Aethos, shares how the brand designs guest experiences around 360-degree wellbeing rather than entertainment alone. She walks through Aethos's mix of outward-facing programming, DJ nights, live sketching, listening sessions, and inward-focused rituals like a personal-question card game played after community dinners. You'll hear why Lily believes wellbeing has to include social connection alongside sleep, food, and exercise, and why she builds both dis...

In this special bonus episode, Josiah Mackenzie and Nazpari Aydin, Founder and Managing Director of Destination AI, introduce the State of Hotel AI survey, a study designed to reveal what's really happening with AI across the hotel industry, where it's delivering results, and where it still falls short. They discuss why an honest look at AI adoption matters, how the findings will help you benchmark your organization against your peers, and what attendees will learn from the research at this y...

In this episode, Lily Wecker, CEO of Aethos, shares how her teams break hotel brand standards to deliver a feeling rather than a checklist. You'll hear why one property has no TVs in the rooms, why she tells front desk teams to observe guests instead of predicting what they want, and how a GM in Sardinia turned beach rocks into welcome-card holders. This conversation is hosted by our innovation correspondent Matthias Huettebraeuker. Also see: Human-to-Human: Rethinking Luxury Hospitalit...

In this episode, Lily Wecker, CEO of Aethos, explains why she believes the future of luxury hospitality is shifting away from status and product, and toward genuine human connection. In conversation with our innovation correspondent Matthias Huettebraeuker, she shares how Aethos is redefining luxury through community, belonging, and a human-to-human approach to service. It's a fresh perspective on how guest expectations are evolving and what hospitality leaders should be thinking about next. ...

This episode introduces our week-long series with Lily Wecker, CEO of Aethos, in conversation with our innovation correspondent Matthias Huettebraeuker. She reflects on her journey and a pivotal moment that changed how she thinks about success, leadership, and listening to yourself. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf you want to get my summary and actionable insights from e...

In this episode, Ben Rafter, CEO of Hotel Equities, shares where he believes AI is already delivering measurable results in hospitality and why operational applications are advancing faster than guest-facing experiences. He explains how Hotel Equities evaluates and tests new technology through HE Labs, the questions hotel owners should ask when selecting a management company, and where he sees AI driving hotel performance in the years ahead. Learn more: HE Labs by Hotel EquitiesHotel Eq...

In this episode, Ben Rafter, CEO of Hotel Equities, shares how his team is using AI, data, and real-time operational insights to improve labor management, often the largest controllable expense in a hotel. He explains how better scheduling and smarter decision-making create opportunities to improve efficiency while maintaining the guest experience. You'll also hear why data alone isn't enough and how intelligent recommendations help hotel leaders think more like owners. Learn more: HE L...

In this episode, Ben Rafter, CEO of Hotel Equities, shares why he believes today's hotel operating model is becoming increasingly unsustainable for owners. He explains the growing pressure from labor, insurance, and other operating costs, why healthy hotel ownership is essential for the entire industry, and how Hotel Equities is responding through its problem-first innovation initiative, HE Labs. If you're looking to better understand the economic challenges facing hotel owners and how leadin...

The use of AI is one of the biggest strategic questions in hospitality, and many hotel leaders face the same challenge: they believe in the potential, but need a clearer path from experimentation to measurable results. In this episode, Actabl CEO Steven Moore and CTO Joseph Benjamin explain Actabl's new forward-deployed engineering offering for the hotel industry. They discuss why data foundations matter, how AI might help hotel companies improve profitability, and why custom workflows matter...

Martin Soler shares one of the most common challenges in hospitality: seeing the industry only through your own perspective. Drawing on his experience as a hotel operator, technology leader, and advisor, Martin explains why great ideas often fail when we don't fully understand other viewpoints. He shares practical ways to adopt different viewpoints, make better decisions, and evaluate opportunities more effectively. Hospitality leaders will come away with a simple framework to avoid blind spo...

Personalization is one of hospitality's most important goals, but is it really a technology problem? In this episode, hospitality advisor and former hotel general manager Martin Soler explains why guest preferences are far more contextual and dynamic than many systems assume. Drawing on examples from both hospitality and everyday consumer technology, Martin explores the limits of hyper-personalization and why the most memorable guest experiences often come from observation, empathy, and human...

Martin Soler returns to explore "The PMS Wars," his ongoing series examining one of the most important shifts in hotel technology. What started as a race from legacy systems to cloud-based PMS platforms is now evolving into a conversation about AI, data infrastructure, and the future of hotel operations. In this episode, Martin explains why hospitality adopts technology differently from other industries, why changing a PMS remains one of the hardest decisions a hotel can make, and why AI will...

Hospitality is often criticized for lagging behind on technology. Martin Soler sees it differently. In this episode, he explores the paradox of hospitality innovation, arguing that hotels have frequently been ahead of other industries while also becoming burdened by technology that adds complexity rather than removing it. This conversation examines how AI could reverse that trend, freeing hospitality professionals from administrative work and allowing them to spend more time creating meaningf...

In this episode, Martin Soler shares where hoteliers should focus as technology and AI reshape the industry. Recorded ahead of HITEC 2026, Martin explains why strong data foundations matter more than the latest AI tools, how to evaluate technology vendors through the lens of integrations and APIs, and what hotel leaders should prioritize today to prepare for what's next. If you're trying to make smarter technology decisions in a rapidly changing environment, this conversation offers a practic...

What separates good leaders from great ones? According to Dina Winder, the EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), the answer is simple: great leaders create more leaders. In this conversation, Dina shares why she has dedicated so much of her time to mentoring future hospitality professionals through Highgate, HAMA, and AHLA's FORWARD initiative, and why she believes senior leaders have a responsibility to actively pull oth...

What's really going on in the hotel industry right now? In this episode, Dina Winder, EVP of Asset Management at Highgate and President of the Hospitality Asset Managers Association (HAMA), shares her perspective on the forces shaping the hotel industry today. Drawing on conversations with owners and asset managers across the industry, she explains why demand has remained the top concern in multiple HAMA surveys and why filling rooms remains the foundation of hotel performance. Dina also disc...