125 | 7 Steps to Transform Your Customer Experience Micro-Moments with Tony Bodoh

Tony is a #1 best-selling author, international speaker and the founder or co-founder of five companies ranging from customer experience consulting to small business training to television production. Tony’s research in the area of human experience has helped companies improve their sales, marketing conversion and customer satisfaction. As a certified Mental Performance coach, he has trained Navy SEALs, Army Rangers, professional athletes and executives how to use their mind and emotions to achieve peak performance. Tony received the Award of Excellence from the Life Mastery Institute for his coaching. Keep Reading »

124 | A New Generation of Lifestyle Hostels with Rafael Museri

Rafael Museri has over fifteen years of experience in international real estate development. Eight years ago, Rafael moved from Tel Aviv to Panama City, Panama. In 2008, he founded the Dekel Group where his knowledge and expertise have been invaluable in the aggregation of Dekel’s extensive portfolio of real estate assets. Rafael’s vision has facilitated the growth of Dekel and its team – it took Rafael three years to find the village of Pedasi through careful research and then he found the correct team to help take his imagination and turn it into reality. He is the founder and CEO of Selina, a rapidly growing, new generation of lifestyle hostels with 13 locations in Latin America. His personal and successful business record has drawn a lot of successful business groups with great influences to invest in his company.
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120 | A Look Inside JD Power’s 2017 North American Hotel Study with Rick Garlick

Dr. Rick Garlick is the Global Travel and Hospitality Practice Lead at J.D. Power. He is responsible for providing industry thought leadership to the company’s clients in the hotel, destination, rental car, airline, and cruise line industries, as well as for creating new products and revenue opportunities to grow the practice.

Rick joined J.D. Power in 2013 after nearly 20 years of consumer and employee research experience with two of the most prestigious research companies in North America: The Gallup Organization and Maritz Research. Keep Reading »

119 | How to Create an Awesome Internship Program with Ron and Kate

Ron Whitfield and Dr. Kate Price-Howard are both seasoned hospitality professionals with extensive experience developing, administering and growing successful internship programs. I’ve invited them back on the show to share how YOU can create an awesome internship program for your property.

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118 | Generate More Revenue Through Tours and Activities with Greg Fisher

Greg Fisher is CEO and co-founder of TripShock, an activities and tours OTA based out of Santa Rosa Beach, FL.

Managing a high volume Destin hotel allowed Greg to focus on Customer Service, and to gain unique insight as to where the travel industry was heading. In 2009, Greg was approached by a respected charter fleet owner in Destin to assist in creating a reservation system. His hard work and dedication quickly got the attention of the local tour operators in Destin Harbor and beyond. The company now operates in 7 different destinations along the northern Gulf Coast with over 175 tour operators participating in the program.
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111 | Profit from Guest Intelligence with RJ Friedlander

RJ Friedlander is the Founder & CEO of ReviewPro, the world leader in Guest Intelligence for the hotel industry. He recently negotiated the sale of ReviewPro to Shiji Group, a publicly traded company that is 15% owned by Alibaba and one of the largest hospitality technology companies in the world. Prior to ReviewPro, Friedlander worked extensively in the Internet and technology sector in Europe, US and Asia and spent 10 years at Grupo Planeta where he was the CEO of the Group’s Digital Media Division. Keep Reading »

102 | Putting the Consumer in Control of their Experience with Raul Leal

Raul is CEO of Virgin Hotels and is responsible for the company’s overall expansion, customer experience and culture. In a career that spans 30 years, Raul has held top management positions for Interstate Hotels, Lane Hotels and the Continental companies and is one of the few hospitality industry executives that understands both the lifestyle and branded hotels segments. Keep Reading »

101 | Service Recovery – Be the Hero with Susan Pannozzo

Susan Pannozzo, CHA, CHT brings over 30 years of experience to the hospitality industry. She started her career as a Guest Service Representative, working her way up through multiple departments to eventually the role of General Manager. After 14 years in hotel operations, Susan joined the corporate office of IHG in 2000 as Quality Consultant, later transitioning to the IHG Training Department where she managed the quality and service training programs for the Americas Region up until February of 2017. Keep Reading »

092 | Value-Added Amenities with Kate Price-Howard

Dr. Kate Price-Howard has 30 years experience in the fields of hospitality and commercial recreation. Her work experience includes recreation positions on board cruise ships, hotels, summer camps, psychiatric units, nursing homes, and serving as Director of Recreation for several Florida resorts.

In 2001, she founded Go Play, Inc., providing recreation consultation to resort and property management companies, corporate team building, and special events. She has taught more than 600 students that have come through her company as recreation interns. Keep Reading »

086 | Hiring for Personality and Fit with Al Munguia

Al Munguia is the general manager of the Jupiter Hotel, a mid-century renovated motor inn turned boutique hotel in the heart of Portland. He has worked in the travel and tourism industry since the age of 20 and has worked in many major destinations, including San Francisco, San Diego and Guadalajara, Mexico. Using his experience with Starwood, Marriott and Holiday Inn Hotels, Al has been successful in helping make Portland a unique destination for travelers from around the globe. He enjoys using his network to attract international visitors to the broad range of activities, hotels, restaurants and events that the state of Oregon has to offer. Keep Reading »