On today’s episode, I’m joined by Hector Pachon, General Manager at the Ramada Plaza Marco Polo Beach Resort. Hector has sought to learn from his leaders throughout his career. So when he finally moved into a management position himself, he had already honed some of the necessary leadership skills. One of the most important principles he learned was the value of keeping up staff morale. To accomplish this, Hector employs a tactic of compounding recognition, which includes several core foundational ideas: - Make praise and recognition a daily practice. - Engage in regular morale-boosting act ..read more

On today’s episode, I’m joined by Dan Oppenheimer, President at Robinson Editions, to hear some of the ways that art has helped to shape the hospitality industry. Dan has been an artist and a craftsman for nearly half a century, working in stained glass, photography and sculptures. He started by producing signage for the hospitality and food service industry. Now his business focuses on creating a welcoming, homey aesthetic for hospitality businesses. To Dan, art and hospitality influence each other in several important ways: - Artists can be instrumental in making an organization feel hospi ..read more

On this episode, I’m joined by Joseph Gormley, Professor and Hospitality Management Chair at the College of Southern Nevada. Joseph initially pursued a career in aerospace engineering but pivoted to an undergraduate degree in business which he used to start an Italian ice food truck company. Between that entrepreneurial experience, his time running a restaurant and his eventual MBA, Joseph has become the ideal candidate for training and equipping future hospitality leaders for success. Joseph’s approach to education prioritizes hands-on experience. Students in his program have knives in hand a ..read more

I’m excited to be joined in conversation today by Jim Capek, General Manager of Westborough Country Club in St. Louis, Missouri. Jim was destined for his current role, starting work at country clubs at the age of just 15 and continuing to follow that industry path unhindered ever since. His years of experience have given him a unique look into the various cultures within different club communities, and how these dictate management practices. Westborough Country Club has undergone a seismic cultural shift since Jim took over management and he and his team worked to bring in younger members. The ..read more

On this episode, I’m joined by Todd Richardson, President at the Crosstown Redevelopment Cooperative, to hear how he’s using his experience in both the arts and hospitality to cultivate a thriving, connected local community. Todd’s background in the arts has given him a passion for both individual expression and human connectivity. To him, that’s the purpose of both the arts and hospitality: to bring people together. The Crosstown Concourse is a manifestation of that passion, where arts and entertainment venues live side-by-side with healthcare facilities, restaurants, retail stores, offices a ..read more

On this episode, I’m joined by Natalie Shirley, President and CEO at the National Cowboy & Western Heritage Museum, for a conversation about catering your leadership style to match your strengths. Natalie is a self-described fixer and she was hand-selected to help revitalize a museum that was struggling with financial stability and general workplace health. She revamped the budget and incorporated staff feedback and individual mentorship into the workplace culture to make the museum a place where employees actually wanted to work. Natalie knows her strengths and her leadership ability and ..read more

On this episode of the Hospitality Leaders podcast, I’m joined by Mandi Graziano, Vice President of Global Accounts at Hospitality Performance Network, and author of the book Sales Tales. Mandi has coined a term she calls “business bedside manner.” To Mandi, the “hospitality” in the hospitality industry shouldn’t just describe the products and services being sold, but the entire culture of how business is conducted. Oftentimes, leaders within the industry won’t hesitate to go above and beyond for the sake of the guest, pushing the boundaries of what it means to be patient and accommodating. Th ..read more

On this episode, I’m joined by Mike Knopp, Executive Director at RIVERSPORT Foundation, to learn how Mike is using outdoor recreation as a vehicle for uniting his local community. Outdoor sports was a hobby of Mike’s, even as his professional journey saw him moving toward a career as a lawyer. His legal training served him well in several appearances before the city council in Oklahoma City, where he secured funds to reinvigorate the Oklahoma River. After this success, he left the legal profession behind, and Mike’s hobby became his new career. Mike works to get the community involved in all o ..read more

On today’s episode, I’m joined by Matt Brice, Founder of Federal American Grill, to hear his philosophy of leadership and service and how that manifests in the culture of his restaurants. Matt has been in hospitality since he was 12 years old, starting as a dishwasher at a local restaurant. He’s experienced the industry’s highs and lows, having tried and failed to open a series of restaurants before his current position. After finding a home in Houston and landing on a concept, he found success in balancing fine and casual dining. Matt stayed in hospitality, despite its challenges, because it ..read more

On today’s episode, I’m joined by Josiah Mackenzie, Publisher at HotelOperations.com, for a conversation about the impact that the implementation of new technology has on the hospitality industry. Though he no longer lives on the operations side of hospitality, Josiah’s early work was a crash course in everything the industry has to offer. Working for a small property in California, his role required him to check in guests, change bedsheets, make drinks and manage the business’ social media. It was that experience that caused Josiah to shift to an operational advisory role, analyzing hotel ope ..read more