Hospitality Leaders - Interviews with hotel, event, and food service experts

This episode features a conversation with Madison Martin, Senior Event Manager at Hilton, who’s here to talk about the experiences of some of hospitality’s front-line workers.

While I often get the chance to speak with organizational founders and CEOs, Madison brings a ground-level perspective that is sometimes missing in discussions about the evolving needs and expectations of hospitality workers.

As Madison tells it, many organizations often neglect the tangible benefits that most employees are looking for in a post-Covid work environment. Competitive salaries, health insurance, parental leave and better working hours are all top priorities these days.

You can’t build a healthy company culture if you’re not meeting your staff’s basic needs, and Madison was outstanding in illuminating how hospitality leaders can work towards doing exactly that.

Hilton | Website - https://stories.hilton.com/ Chris Cano | LinkedIn - https://www.linkedin.com/in/chrismcano/ Upshift | LinkedIn - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#Hospitality #Foodservice

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#Hospitality #FoodService

For the difficult work required in the hospitality industry, it’s essential to have a team that’s passionate about the organizational mission. That’s what I discussed on this episode with Kate Porter, Co-Executive Director at the Las Vegas Natural History Museum.

To create a guest-facing experience that’s fun and exciting, a lot of back-end work has to be done by a dedicated staff. If you don’t love what you do, burnout in that environment can be one bad day away. That’s why Kate goes out of her way to put together a team of people who are excited by the opportunity to create that guest experience, not deterred by the work it requires.

By offering continual opportunities for professional development, Kate keeps her staff engaged and passionate, even on the hard days. It’s an outstanding leadership style.

Kate Porter | LinkedIn - https://www.linkedin.com/in/kate-porter-7aa2371b/

Las Vegas Natural History Museum | LinkedIn - https://www.linkedin.com/company/las-vegas-natural-history-museum/

Las Vegas Natural History Museum | Website - https://www.lvnhm.org/

Las Vegas Natural History Museum | Instagram - https://www.instagram.com/lvnhmuseum/

Las Vegas Natural History Museum | Facebook -https://www.facebook.com/LasVegasNaturalHistoryMuseum/

Las Vegas Natural History Museum | Twitter - https://twitter.com/LVNHMuseum

Las Vegas Natural History Museum | email - dino@lvnhm.org

Chris Cano | LinkedIn -https://www.linkedin.com/in/chrismcano/

Upshift | LinkedIn -https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#Hospitality #FoodService

On this episode, I’m pleased to welcome Sean Folkson, Founder and CEO of Nightfood, to talk about how Sean’s organization is pioneering new healthy choices for hotel guests.

Nightfood is a range of sleep-friendly snacks that provide guests with a healthier alternative to satisfy their late-night cravings. Nightfood manufactures cookies, ice cream, chips and more to accommodate all kinds of customer tastes.

To Sean, this is an important step in diversification for hotels. It’s an opportunity for them to capitalize on wellness trends and cater to guests that want more than junk food options in the lobby store. As he sees it, it’s part of a holistic approach to guest services that most hotels already engage in. Investing in the best mattresses, pillows, blackout curtains and white noise machines is all part of an attempt to give guests a better night's sleep. Nightfood is just one more outstanding step in that same direction.

Sean Folkson | LinkedIn -

https://www.linkedin.com/in/seanfolkson/

Sean Folkson | Twitter -

https://twitter.com/seanfolkson

Nightfood | LinkedIn -

https://www.linkedin.com/company/nightfood-inc/

Nightfood | Website -

https://nightfood.com/

Chris Cano -

https://www.linkedin.com/in/chrismcano/

Upshift -

https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#Hospitality #Foodservice

On this episode, I’m joined by Joe Gray, Co-Founder of SalesHop.io and VP of Sales at Glacier Hospitality, to hear how he’s using technology in conjunction with direct response marketing to reach new markets for his family’s hotel group.

Joe’s parents got into the hotel business before Joe was 10 years old, and he’s been a part of their sales and marketing team since college. After Covid-19, Joe struck out on his own to learn from career professionals in the marketing space. He founded SalesHop.io before returning to the family business, armed with an important new sales tool.

Direct response marketing is a method of reaching out to potential customers that is designed to elicit an immediate response. Whether it’s opening an email or clicking a social media link, this kind of marketing gets customers to engage with your organization right away. As technology, and especially AI, evolves in the hospitality industry, Joe encourages hospitality leaders to use their new digital tools to make their direct response marketing strategies more streamlined and efficient.

Joe Gray -

https://www.linkedin.com/in/joe-gray-10b245153/

SalesHop.io -

https://www.linkedin.com/company/saleshop-io/

Chris Cano -

https://www.linkedin.com/in/chrismcano/

Upshift -

https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#Hospitality #Foodservice

I’m excited to welcome Megan Thomas, Social Media Consultant and Owner of The Social Reserve, to the podcast to discuss the role of social media in hospitality.

Megan got her start in the hospitality industry working at the front desk of a hotel before eventually working her way up to Assistant General Manager. When the Covid-19 pandemic brought hard times to the industry, Megan branched out on her own to find ways she could help hospitality navigate that tumultuous period. She quickly found success as a social media consultant and strategist and founded The Social Reserve.

To Megan, social media is an opportunity for hospitality leaders to begin building a guest experience before the guest even gets to your property. You can engage in friendly dialogue, promote your latest attraction and respond to questions and concerns through a digital medium with a broad reach. It’s an outstanding vessel for personalizing customer interactions and encouraging guest loyalty.

Megan Thomas - https://www.linkedin.com/in/meganethomas/

The Social Reserve - https://www.linkedin.com/company/thesocialreserve/

The Social Reserve | Website - https://www.thesocialreserve.com/

The Social Reserve | Instagram - https://www.instagram.com/thesocialreserve/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#Hospitality #Foodservice

New technology has the potential to revolutionize the guest experience in the hospitality industry. Logan Nicholson, CEO and Founder of LocalEyes, is bringing the best of AI and process automation to hoteliers to help them improve guest satisfaction and increase revenue.

Guests are most likely to enjoy a hotel stay when they have a convenient way of communicating their needs and when those needs are promptly met. In the past, a flood of guest communications often meant that hotel staff were overwhelmed and unable to respond to each guest in a timely manner.

Logan’s AI assistant, Marie, brings together SMS communication and software automation to streamline this process. Texting provides an easy way for guests to voice their concerns, and the AI software responds to what it can while notifying staff of needs that require a human touch.

It’s an outstanding tool for prioritizing problems that require an immediate response. When implemented well, AI solutions like Marie can leave every guest extremely satisfied with the level of service they receive without overwhelming hotel staff.

Logan Nicholson - https://twitter.com/logs_nicholson

LocalEyes - https://localeyes.guide Marie AI - https://localeyes.guide/marie/ Chris Cano - https://www.linkedin.com/in/chrismcano/ Upshift - https://www.linkedin.com/company/upshıft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#hospitality #Foodservice

On this episode, I’m joined by Troy Springer, President at Elevate Production Group, to hear how he’s championing a return to live, in-person meetings and how his industry has evolved in a post-pandemic world.

Event planners all over the world were forced to construct entirely new business models in the wake of the Covid-19 pandemic. The rise of virtual meetings meant that technology played a much bigger role in these events and industry leaders became comfortable forgoing in-person collaboration.

Troy is at the forefront of bringing live meetings back but in a very different way. He doesn’t want to abandon the technology that made virtual meetings possible but instead wants to use it to elevate the capabilities of in-person meetings. He also approaches his events with a new respect for efficiency and a desire to limit wasted time.

These considerations often flew under the radar just a few years ago, but Troy is now leveraging them to curate outstanding in-person events.

Elevate Production Group - https://elevateproductiongroup.com/ Chris Cano - https://www.linkedin.com/in/chrismcano/ Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#Hospitality #FoodService

On this episode, I’m joined by Randy McKay, President and CEO at the Carolina Theatre of Durham, to hear how he’s using his organization’s available resources to create unique experiences that his guests can’t find anywhere else.

Randy’s passion for theater goes back to his childhood days of wanting to be an actor, a passion which eventually shifted to encompass the behind-the-scenes production elements of live shows and concerts.

The Carolina Theatre of Durham is one of the most unique venues Randy has been a part of, owing to its rich local history and intimate size. Randy tries to capitalize on that uniqueness to provide a special guest experience to everyone who walks in the door. He can’t just rely on the venue itself but instead goes above and beyond to provide memorable customer service to create an atmosphere that sticks with his guests, long after the show is over.

It’s an outstanding way to differentiate himself from his competitors.

Randy McKay - https://www.linkedin.com/in/randybobstmckay/

Carolina Theatre of Durham - https://carolinatheatre.org/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#Hospitality #FoodService

I’m pleased to welcome back Josiah Mackenzie, Publisher at HotelOperations.com, for his second appearance on the podcast, this time to discuss the role of AI in the future of hospitality.

As Josiah sees it, hospitality is a human industry through and through, and the foundation of success will always be meaningful human relationships. That doesn’t mean that technology won’t play an important role in shaping those relationships, though.

AI is an important pattern recognition and analytics tool. It has the capacity to automate monotonous tasks, freeing up associates to engage with guests in a more personal way. It can also provide important information to staff and allows them to cater to their guest on an individual level, providing personalized services and recommendations based on AI suggestions.

It’s an outstanding resource with the ability to enhance the human element of the hospitality industry, not replace it.

Josiah Mackenzie - https://twitter.com/JosiahMackenzie

HotelOperations.com - https://hoteloperations.com/

AI for Hotels | Article - https://hoteloperations.com/ai-hotels-hospitality/ Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#Hospitality #Foodservice

Tara Gallina

Take Root Hospitality Group | Instagram

Vicia

Winslow’s Table

Taqueria Morita

Bistro La Floraison

Chris Cano

Upshift

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#Hospitality #Foodservice

On this episode, I’m joined by Tearlach Hutcheson, Vice President of Film at Studio Movie Grill, to hear how the film industry is continuing to bring people together in a post-pandemic world.

Tearlach is passionate about good storytelling and about experiencing those stories together with others. His dedication to these values drew him into the film industry. He’s been striving to cultivate an environment of shared narrative experiences for the better part of two decades.

To him, movie theaters are special because they allow strangers to get together and bond over an engaging story told on film. In a post-Covid world, technology like VR offers filmmakers the chance to provide siloed, individual movie-watching experiences. Tearlach thinks these innovations miss the point of why people enjoy going to the movies.

To him, industry innovation should be aimed at enhancing the welcoming, communal experience that theaters are known for, not creating more excuses for isolation and separation.

Tearlach Hutcheson - https://www.linkedin.com/in/tearlachhutcheson/

Studio Movie Grill - https://www.studiomoviegrill.com/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com



#Hospitality #Foodservice

On today’s episode, I’m joined by Valerie Bihet, owner of VIBE Agency, to hear how she and her team continue to stay on top of a constantly evolving industry.

One of the hardest-hit corners of the hospitality industry as a result of Covid was the event planning sphere. While many events in 2020 and beyond were canceled, others shifted to a virtual or hybrid model. That shift is shaping the future evolution of event coordination.

Valerie’s organization not only seeks to capitalize on the new virtual hospitality landscape but on the concept of industry evolution itself. She prioritizes education and continuing professional development so that she and her team are always ready to capitalize on a new industry trend. Whether it’s hosting metaverse events or providing virtual attendance options for in-person events, Valerie strives to always be on the leading edge of the digital future of the hospitality industry.

Valerie Bihet | Email - valerie@thevibeagency.com

VIBE Agency - https://www.thevibeagency.com/

VIBE Agency | Facebook - https://www.facebook.com/thevibeagency

VIBE Agency | Instagram - https://www.instagram.com/thevibeagency/

VIBE Agency | Twitter - https://twitter.com/thevibeagency

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com



#hospitality #foodservice

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 and are actively practicing essential hospitality skills in their second week. This prepares them for real-world restaurant work and gives them foundational knowledge of all elements of the hospitality business, well before their first day on the job.

As Joseph tells it, this practical education provides the tools his students need for success.

Joseph Gormley - https://www.linkedin.com/in/joseph-gormley-a1ba4024/

College of Southern Nevada - https://www.linkedin.com/school/college-of-southern-nevada/

College of Southern Nevada - https://www.csn.edu/

CSN Department of Hospitality Management - https://www.csn.edu/schools/school-of-business-hospitality-and-public-services/department-of-hospitality-management

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com



#hospitality #foodservice

On this episode, I’m joined by Luis Rivera, General Manager at White Oak Music Hall, for an exploration of the ways that relationships between hospitality leaders at different organizations can help strengthen the industry as a whole.

While Luis was initially in training to be an engineer, volunteering at a music festival allowed the industry to get its hooks in him, and he’s been committed to creating memorable concert experiences ever since.

His passion for the live music industry means he wants to see all concert venues thrive, not just his own. He and his team regularly attend shows at venues all around his native Houston, supporting their industry peers and creating a community where everyone is challenged to learn and grow. This network of relationships creates an environment of camaraderie, not enmity.

It’s an outstanding example of the way that competition in the hospitality industry can spur organizations on to greatness, rather than create division.


White Oak Music Hall - https://www.whiteoakmusichall.com/

White Oak Music Hall | Instagram - https://www.instagram.com/whiteoakmh/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com



#hospitality #Foodservice

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 and apartments, all in one complex. Todd calls it a vertical village because it functions as its own community where people of all kinds live and work together seamlessly.

It’s an outstanding example of how hospitality organizations can help to create meaningful human connections.

Todd Richardson - https://www.linkedin.com/in/todd-richardson-933137160/

Crosstown Redevelopment Cooperative - https://crosstownconcourse.com/

Crosstown Concourse Documentary - https://youtu.be/FoZ9OV54v2E

Sears Crosstown in Memphis: From Catalogues to a Concourse - https://www.arcadiapublishing.com/Products/9781467147996

Crosstown Case Study - https://www.rudybruneraward.org/wp-content/uploads/2019/03/RBA-Pub2019_BOOK_FINALhq_CrosstownConcourse.pdf

Crosstown Arts - https://crosstownarts.org/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#hospitality #Foodservice

On this episode, I’m joined by William “Chip” Rogers, President and CEO at the American Hotel and Lodging Association, to hear about the ways he and his organization are trying to make the hospitality industry safe and inclusive for everyone.

William has a passion for not only the industry itself but also the people who make it what it is. His efforts revolve largely around protecting the ground-level workers in hotels all over the country. Whether it be exploitative work requirements or dangerous guests, William works against many of the common dangers plaguing hospitality staff.

For him, advocacy involves both community building and legislative action. By educating local politicians on the reality of hospitality work, and the common needs of hotels and their staff, William is able to push for legal protections that safeguard employees. It’s an outstanding example of embodying hospitality’s spirit of service both internally and to the broader community.

American Hotel and Lodging Association - https://www.ahla.com/

AHLA on the Road - https://www.ahla.com/events

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#hospitality #Foodservice

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 so, despite the success she has found at the museum, she doesn’t intend to stay long-term. She’s self-aware enough to know that while she might have been the ideal person to fix a broken organization, there are others better suited to manage it during this newfound period of stability.

To Shirley, knowing when to walk away is an essential part of leadership.

Natalie Shirley - https://www.ou.edu/regents/members/natalie-shirley

National Cowboy & Western Heritage Museum - https://nationalcowboymuseum.org/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com



#hospitality #Foodservice

On this episode, I’m joined by Katie Stump, General Manager and Human Resource Director at The Greens Country Club, to hear how she’s cultivating a community consisting of both guests and staff.

Katie is a hospitality leader through and through. She came through culinary school at a young age and began work in the food service industry almost immediately after. From line cook to general manager in a fine dining steakhouse, the skills Katie gained eventually led her to manage both operations and human resources at The Greens Country Club.

While many hospitality leaders build community within their team, Katie takes it a step further by including her guests in that communal atmosphere. She connects leaders to customers in order to forge meaningful relationships. This gives the club a familial energy that lets both guests and staff feel involved in the full hospitality experience.

It’s an outstanding way to create an open and welcoming environment.

Katie Stump - https://www.linkedin.com/in/katie-stump-0bb8515a/

The Greens Country Club - https://www.thegreenscc.com/

The Greens Country Club | Facebook - https://www.facebook.com/TheGreensCCOKC/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#hospitality #Foodservice

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 of his organization's programming. Bringing together diverse groups of people of all ages and backgrounds helps Mike deliver a truly authentic outdoor experience. With world-class professionals leading courses and natural resources to rival the world’s best rivers, Mike is bringing together an urban population around a shared love of the outdoors. It’s an outstanding example of what a hospitality community can be.

RIVERSPORT Foundation- https://www.riversportokc.org/mission/riversportfoundation/

RIVERSPORT Foundation | Facebook - https://www.facebook.com/RiversportOKC/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#hospitality #Foodservice

On this episode, I have an illuminating conversation with Eileen Andrade, Restaurant Owner at FINKA Table & Tap, who also owns several other outstanding Miami restaurants.

Eileen is part of a hospitality dynasty — her family have been restaurant owners in Cuba and the United States going back multiple generations. That history means she’s witnessed almost everything the restaurant world can offer and it’s made her creative in her approach to food service.

She tries to cultivate a similar creativity in her team through open communication and regular check-ins. She creates an environment where employees feel empowered to bring ideas forward and aren’t discouraged if their ideas aren’t always implemented.

In a culture that encourages new ideas, Eileen and her team manage to stay on the leading edge of the Miami food scene. Every day offers a new and exciting restaurant experience for her staff and her guests.

Eileen Andrade - https://www.instagram.com/eileenandrade/?hl=en

FINKA Table & Tap - https://www.finkarestaurant.com/

FINKA Table & Tap | Instagram - https://www.instagram.com/finkatableandtap/?hl=en

Amelia's 1931 - https://www.instagram.com/amelias1931/?hl=en

Barbakoa by FINKA - https://www.instagram.com/barbakoabyfinka/?hl=en

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/


If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#hospitality #Foodservice

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 allowed him to live into his desire to serve people and change lives. His work embodies his values, and that commitment to his guests and his staff manifests in his company’s culture. Whether it’s fundraising for injured staff or making memorable guest experiences, Matt always seeks to serve both his customers and his team.

Matt Brice - https://www.linkedin.com/in/matt-brice-326ab123/

Matt Brice | Instagram - https://www.instagram.com/matt_brice23/?hl=en

Federal American Grill - https://thefederalgrill.com/

Federal American Grill | Instagram - https://www.instagram.com/the_federal_grill/

Federal American Grill | TikTok - https://www.tiktok.com/@thefederalgrill

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com

#hospitality #Foodservice

Today’s episode features a conversation between myself and Michael Sanders, Chief Operating Officer at the Minneapolis Institute of Art, about techniques for cultivating a motivated and dedicated team of employees.

Michael has been working in museums for 20 years, and so he’s not only an experienced hospitality leader in his own right but also has an outstanding knowledge of his industry niche. That experience has enabled him to understand what works and what doesn’t when it comes to creating team buy-in.

Michael’s primary avenue for keeping his staff dedicated to their work is seeking out intentional feedback. That feedback doesn’t just come through surveys or occasional team check-ins. Instead, Michael goes out of his way to seek out team members on the floor to learn the pain points of their role and how they think it could be improved.

By turning that feedback into concrete action, Michael earns his team’s trust and thus their buy-in.

Michael Sanders- https://www.linkedin.com/in/michaelsanders02/

Minneapolis Institute of Art- https://new.artsmia.org/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift- https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeadersPodcast.com.

#hospitality #Foodservice

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 operations and thinking about ways they could be made better.

His current focus is hospitality’s adoption of technology. The tech sphere is rapidly evolving and hotels have to be careful about how they implement this new tech in order to keep a competitive advantage. Adopting the right tools, in conjunction with the right people and processes, requires an outstanding knowledge of your own organization's strengths and weaknesses.

• HotelOperations.com - https://hoteloperations.com/
• 2022 Hotel Technology Survey - https://hoteloperations.com/hotel-technology-survey
• Chris Cano - https://www.linkedin.com/in/chrismcano/
• Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

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#hospitality #Foodservice

- Julio Cabrera - https://www.cafelatrova.com/about/

- Cafe La Trova - https://www.cafelatrova.com/

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On this episode, I’m revisiting the entertainment venue Howl at the Moon, this time by way of a conversation with Derek Langford, Regional General Manager.

Derek got his start at a small restaurant in his hometown of Kansas City. The transferable skills he learned there allowed him to work his way into the city’s bar scene. It was here that he met the owners of Howl at the Moon, and it’s this organization that has provided the bulk of Derek’s two decades of hospitality work.

Derek attributes the success of Howl at the Moon to its ability to differentiate itself from industry competitors. To accomplish this, Derek and his team decided that depth was better than breadth. Performing extraordinarily well in a particular niche was preferable to trying to appeal to everyone’s tastes. This philosophy proved lucrative, and Derek continues to cater his approach to evolve with the needs of his very particular market.

- Howl at the Moon - https://www.howlatthemoon.com/

- Howl at the Moon - Instagram - https://www.instagram.com/howlatthemoon/

- Howl at the Moon - TikTok - https://www.tiktok.com/@_howlatthemoon?lang=en

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

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On this episode, I’m joined by Travis Talbot, Principal and Lead Strategist at Hospitality Arts, who offers some words of wisdom for aspiring leaders in the hospitality industry.

Travis is about as experienced as a hospitality professional can get. He started in the industry as a child, working for his mom, washing dishes and sweeping floors. From there he found himself working in nearly every corner of the industry, from hotels and events to restaurants and bars.

That robust background has taught Travis what it means to be a true hospitality leader. For him, company culture is a great litmus test for the quality of organizational leaders because a business’s culture starts at the top. To Travis, that means implementing practical policies that define and build culture, rather than leaving it as an abstract concept.

It’s an outstanding philosophy, and Travis now teaches this perspective to organizations all around the country as an industry consultant.

Travis Talbot - Instagram - https://www.instagram.com/tbonetalbot/?hl=en

Travis Talbot - Facebook - https://www.facebook.com/TboneTalbot/

Travis Talbot - Twitter - https://twitter.com/tbonetalbot

Hospitality Arts - https://hospitalityarts.group/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On today’s episode, I’m joined by Elliott Broom, Chief Operating Officer at the Detroit Institute of Arts.

After starting out as a bellman in a hotel, Elliott eventually worked his way into leadership roles in some of the most prestigious hotels in the country, including the Ritz Carlton and the Four Seasons. However, a desire to move closer to his hometown of Detroit prompted a switch out of the hotel business and into his current role at the Detroit Institute of Arts.

Between his hotel background and his current position, Elliott is no stranger to the complicated logistics of the hospitality industry. In order to stay on top of complex systems, Elliott thinks it all starts with good team synergy. By building healthy relationships between leaders and their staff, as well as encouraging constant team feedback, Elliott has cultivated a culture where everyone is willing to do whatever it takes to get the job done

When everyone’s vision is aligned, complex logistics become manageable.

Detroit Institute of Arts - https://dia.org/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On today’s episode, I’m joined by Karen Totaro, General Manager at Huntington Place - Detroit (ASM Global), for a conversation on how diversity strengthens hospitality organizations.

Karen’s foray into hospitality came in college, working at various arenas and stadiums. The excitement before a big event was almost tangible to her, and the thrill of hosting such an electric atmosphere drew her into the event industry where she’s been ever since.

Large events and conventions require a great team to be able to pull it all off, and Karen thinks that the team should embrace diversity to be successful. Different backgrounds and experiences bring in new perspectives and ideas, and having a diverse team means there’s a better chance a client can mesh well with someone on staff, whatever their background.

As Karen puts it, diversity is a superpower that elevates an organization to a new level of service.

- Karen Totaro - Instagram - https://www.instagram.com/totaro411/?hl=en

- Huntington Palace - Detroit (AMS Global) - https://www.huntingtonplacedetroit.com/

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On today’s episode, I’m joined by Michael Shindler, President at Four Corners Advisors, Inc., to hear him expand on an article he published, entitled Five Words.

The first phase of Michael’s career revolved around his work as a commercial real estate lawyer, which eventually brought him into contact with Hyatt, where he became their General Counsel. A few moves to various resort and hotel roles led Michael to launch his own consulting firm, Four Corners.

Michael has the legal background and the hospitality experience to be an outstanding authority on leadership within the industry, and the principles he outlines in Five Words apply to nearly all employer-employee relationships: Access, Authority, Accountability, Incentive and Motivation.

To gain the trust of their team and bring their organization success, Michael encourages fellow hospitality leaders to internalize these words and implement them in meaningful company policies that encourage open communication between leadership and staff.

Four Corners Advisors, Inc. - https://fourcornersadvisors.com/

Five Words - Article - https://www.linkedin.com/pulse/five-words-michael-shindler/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On today’s episode, I’m joined by Alice Cheng, Founder and CEO of Culinary Agents, a fantastic resource for hospitality workers seeking new professional development opportunities.

Like many in the industry, Alice began in hospitality at a young age, working in food service as one of her first jobs. While she eventually moved on from the industry to pursue a career at IBM, she continued to work alongside friends who were growing in their hospitality professions.

What started as a side hustle, helping these friends perfect their resumes or connect with potential employers, allowed Alice to merge her knowledge of hospitality with her experience in tech startups in the form of Culinary Agents.

Alice now works to bridge the gap between passion and work, helping hospitality workers find roles that they can be excited about. That energy and commitment are among the reasons Alice cares so much about the hospitality industry.

As she sees it, this business has something for everyone.

- Culinary Agents - https://culinaryagents.com/

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

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Today’s episode features a conversation between myself and Jeffrey Wise, CEO at Whitewater.

Jeffrey grew up on the thrill of the outdoors, getting involved in biking, paddling and backpacking at a young age. Whitewater provided not only an opportunity to share his love of the outdoors with his guests but also to encourage the appreciation and protection of nature.

Doing a job that he loves has taught Jeffrey some important lessons in regard to his work-life balance:

- Work and life should not compete but harmonize with each other.

- Work is a part of life and the two act together to create purpose.

- An organization thrives because of its cohesion as a team, not because of any one individual.

- Purpose can be found in daily work and in producing something meaningful.

These principles can help fellow hospitality leaders integrate their work into a balanced, healthy approach to their professional and personal lives.

- Jeffrey Wise - https://whitewater.org/leadership/

- Whitewater - https://whitewater.org/

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit

HospitalityLeaderspodcast.com.

#hospitality #foodservice

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 activities, not just periodic events.

- Prove yourself as a knowledgeable and trustworthy leader by doing grunt work alongside your staff regularly.

- Express continual gratitude for the work your staff accomplishes.

By showing regular appreciation for his team, Hector is able to compound the motivation of his staff over time, producing an outstanding workforce dedicated to going above and beyond for the sake of their guests.

- Ramada Plaza Marco Polo Beach Resort - https://www.marcopolobeachresort.com/

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit

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#hospitality #foodservice

On this episode, I’m joined by Gerry VanAcker, Chief Operating Officer at the Detroit Zoological Society, to hear some of the leadership wisdom Gerry has gleaned from decades in the hospitality industry.

Gerry is about as experienced as one can get in hospitality, having been the first manager of a Marriott hotel in Detroit and bouncing between a host of leadership positions over his rich career. Throughout his various roles, Gerry has picked up insights into what makes a successful hospitality leader. Some notable pieces of advice he has to offer include:

- Seek out diverse opportunities to grow your own skill set.

- Successful initiatives require buy-in from the ground-level staff.

- Good leaders treat both their staff and their guests with respect.

- Hands-on management can get the whole team invested in your leadership.

- Always maintain a level of humility about your work.

With his attitude of humility and respect, Gerry has built a long and storied career helping a score of hospitality organizations serve their guests in outstanding ways.

- Detroit Zoological Society - https://detroitzoo.org/about/your-detroit-zoo/

- Detroit Zoological Society - Facebook - https://www.facebook.com/detroitzoologicalsociety/

- Detroit Zoological Society - Instagram - https://www.instagram.com/detroitzoo/?hl=en

- Detroit Zoological Society - Twitter - https://twitter.com/detroitzoo?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

#hospitality #Foodservice

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 hospitable.

- Regional art can capture the local spirit and support the local community.

- Evolving needs in hospitality can help elevate art techniques.

- Both the art and hospitality industries prioritize training and development of future leaders and pioneers.

The passion Dan has for his art mirrors the passion that so many hospitality leaders have for their work. In partnership, these two combine to create a guest experience that feels like a home away from home.

Robinson Editions - https://www.robinsoneditions.com/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

#hospitality #Foodservice

In today’s conversation, I’m joined by Andrea Foster, Senior Vice President of Development at Marcus Hotels and Resorts and Advisory Board Member at EVPassport.

Andrea is a hospitality veteran; she started her guest service journey working in her parents’ ice-cream shop when she was just 11 years old. Her experience in the industry has allowed her to notice changing trends that are setting the hospitality world on a different course. To be successful, leaders in the industry have to adapt to this new landscape.

Andrea proposes several ways to stay on course in these changing times:

• Embrace new technologies, like electric car charging stations.
• Learn to meet guests’ needs in a way that doesn’t overburden team members.
• Advocate for the internal development of associates.
• Create mentorship opportunities for your staff.
• Prioritize diversity and inclusion efforts.
• Provide diverse visibility in leadership.
• Maintain a willingness to learn new skills throughout your career.

In an industry that can be brutally unpredictable, Andrea’s words of wisdom offer an opportunity for leaders at all levels to stay on the front foot.

• Andrea Foster - https://www.linkedin.com/in/andreakmfoster/
• EVPassport - https://www.evpassport.com/
• EVPassport - LinkedIn - https://www.linkedin.com/company/evpassport/
• Marcus Hotels and Resorts - https://www.marcushotels.com/
• Marcus Hotels and Resorts - LinkedIn - https://www.linkedin.com/company/marcus-hotels-&-resorts/
• Chris Cano - https://www.linkedin.com/in/chrismcano/
• Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit

HospitalityLeaderspodcast.com.

• Chuck Salem - https://www.linkedin.com/in/chuck-salem-1182416/
• Chuck Salem - Email - chuck@uniquevenues.com
• Unique Venues - https://www.uniquevenues.com/
• Unique Venues - LinkedIn - https://www.linkedin.com/company/unique-venues/
• Chris Cano - https://www.linkedin.com/in/chrismcano/
• Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit

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• Memphis Riverboats
• Memphis Riverboats - LinkedIn
• Chris Cano
• Upshift

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit

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I’m joined today by Stowe Shoemaker, Dean at the UNLV William F. Harrah College of Hospitality, to hear about some of the ways that UNLV is pushing the hospitality industry forward through education.

The most striking factor about the hospitality education program that Stowe runs, is that it’s not simply tacked on to the business school curriculum like so many similar programs around the country. While business knowledge is an important part of leading any hotel or restaurant, what sets Stowe’s program apart is its emphasis on service, the lifeblood of the hospitality industry. Stowe is far more interested in teaching his students how to excel at customer service. The numbers game that comes with running a business comes secondary to that education.

This is driving a change in the hospitality culture. Students of the program are attracted to the course because of their passion for service and hospitality, not because they’re looking for an entry-level job. Being a dishwasher isn’t just a job, but part of a rotational internship meant to provide a holistic education in hospitality.

These future leaders are learning to embody the spirit of the industry they love.

• Stowe Shoemaker
• UNLV
• UNLV - LinkedIn
• William F. Harrah College of Hospitality
• William F. Harrah College of Hospitality - LinkedIn
• Chris Cano
• Upshift

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• Hooman Shahidi
• EVPassport
• EVPassport - LinkedIn
• EVPassport - Twitter
• EVPassport - Email
• Chris Cano
• Upshift

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• Jim Capek
• Westborough Country Club
• Westborough Country Club - LinkedIn
• Westborough Country Club - Instagram
• Chris Cano
• Upshift

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• Rob Wimpfheimer
• Rob Wimpfheimer - Facebook
• Ruth’s Chris Steakhouse
• Ruth’s Chris Steakhouse - LinkedIn
• Harrah’s Las Vegas
• Harrah’s Las Vegas - LinkedIn
• Chris Cano
• Upshift

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• Sheffield Hale
• Atlanta History Center
• Atlanta History Center - LinkedIn
• The Rules of Civility
• Chris Cano
• Upshift

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• Mandi Graziano
• Hospitality Performance Network
• Hospitality Performance Network - LinkedIn
• Sales Tales
• Chris Cano
• Upshift

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• Craig Cavileer
• Silverton Casino
• Silverton Casino - LinkedIn
• Majestic Realty Co.
• Majestic Realty Co. - LinkedIn
• Chris Cano
• Upshift

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• Dan Pelson
• AREA15
• AREA15 - LinkedIn
• Chris Cano
• Upshift

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• Yancy Perez
• Yancy Perez - Instagram
• Border Grill
• Border Grill - LinkedIn
• Chris Cano
• Upshift

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• Aaron Berger
• The Neon Museum
• The Neon Museum - LinkedIn
• Chris Cano
• Upshift

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• Matt Scovill
• Matt Scovill
• Bacchanal Buffet
• Bacchanal Buffet
• Caesars Palace
• Chris Cano
• Upshift

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• Hartmut Ott
• San Diego Mission Bay Resort
• San Diego Mission Bay Resort
• Noble House Hotels
• Chris Cano
• Upshift

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