In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares insights on how she and her sister transformed a former summer camp into a high-end retreat and built a remarkable workplace culture that earned them a spot on the Inc. 500 Best Places to Work list.

• Approach to hiring and staffing (01:51) - Lisa explains their unique hiring strategies, including the benefits of hiring locally and the importance of giving employees multiple chances to succeed.
• Interview process and key questions (04:11) - Discover the fun and insightful questions they ask during interviews to determine if a candidate is a good fit for their culture.
• Creating a culture of fun and excellence (05:38) - Lisa shares practical ways they foster a fun yet high-performing work environment, including allowing staff to be themselves and encouraging creative programming ideas.
• Community engagement and employee pride (08:25) - Understand how Cedar Lakes Estate engages with the local community and instills a sense of pride in its employees, making it a magnetic place to work.
• Intensive training programs (09:38) - Learn about their rigorous training programs, including the two-day "Camp Cedar," which ensures all employees meet their high standards of service and excellence.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Lisa Karvellas, co-owner of Cedar Lakes Estate, shares how she and her sister transformed a 1920s summer camp into a world-class destination for weddings, retreats, and boutique hospitality.

• Adapting to New Uses: Learn how Lisa and her sister adapted Cedar Lakes Estate to function both as an event venue and a boutique hotel.
• The Importance of Guest Feedback: Discover the role of guest feedback in shaping strategy and accelerating growth.
• Creating Exclusive, Immersive Event Experiences: Get tips on what it takes to provide these experiences.
• Maintaining an Engaging Workplace: Understand how Lisa maintains a fun and engaging workplace for her staff.
• Winter Operations: Hear why Cedar Lakes Estate stays open during the off-season and how it benefits their staff and operations.
• Event Hosting Philosophy: Explore why Lisa and her team focus on events and their unique approach to hosting weddings and retreats.
• Slow and Steady Growth: Learn the importance of slowly growing a hospitality business and listening to client feedback.
• Post-COVID Changes: Find out how the event world has changed post-COVID and how Cedar Lakes Estate has adapted.
• Creating a Fun Environment: Learn about the importance of fun as a core value at Cedar Lakes Estate and how it contributes to their success.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Dino Michael, Hilton's Global Category Head of Luxury Brands, shares insights into how Hilton balances technology and human interaction to elevate the guest experience.

Listen now to learn about:

• How Hilton collects and uses guest preferences to personalize stays.
• Strategies for achieving excellence at scale across multiple luxury brands.
• The importance of taking team members on a journey to ensure they feel connected and empowered in their roles.
• The importance of reading guest cues to provide a seamless experience.
• The role of emotional cues, sensory elements, and behavior of team members in amplifying the guest experience.
• Hilton’s approach to innovation, including technology such as digital keys.
• The parallels between luxury hospitality and other luxury verticals, and how these insights can be applied across the industry.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Dino Michael, Global Category Head of Luxury Brands at Hilton, shares his inspiring journey from being a server at Planet Hollywood to leading iconic luxury brands at Hilton such as

Listen now to learn about:

• The importance of communicating the benefits of a career in hospitality
• Dino's early life and family influences that shaped his career (02:09)
• How working at Planet Hollywood instilled a love for the restaurant business (03:43)
• The diverse career opportunities within the hospitality industry (06:07)
• Advice for those starting their careers in hospitality (08:05)
• Insights on leadership and accessibility from Hilton CEO Chris Nassetta (09:20)
• The significance of culture and family within Hilton (11:37)
• Dino's personal journey and its potential to inspire others (14:22)

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Reg Smith, part of a family that has defined the hospitality experience in northern Michigan through their hotels and restaurants, shares the story of his family's legacy and the lessons they've learned in stewarding it while staying personally engaged in the work of hospitality.

• The origins of Stafford's Bay View Inn and the early days of the family business (01:13)
• What a Chautauqua community is and its significance in northern Michigan (02:45)
• The story of how Reg's parents met and started their journey in the hospitality industry (05:45)
• Reg's earliest memories of growing up in the hospitality business and the family involvement (12:09)
• Lessons learned from his parents about service and running a dining room (15:52)
• The challenges and rewards of working in hospitality, especially during holidays (20:03)
• The importance of community involvement and the impact of their business on downtown Petoskey (44:05)
• The role of family in the business and how Reg's children are involved (34:45)
• The cultural and operational lessons Reg learned from working outside northern Michigan (25:00)
• The significance of hiring and training staff with a natural inclination for service (28:51)
• The inclusive nature of northern Michigan hospitality and its impact on guests from all walks of life (48:43)

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Sean Tribull, Practice Lead for Leisure and Hospitality at Venari Partners, shares his journey in hospitality, insights on leadership, and effective strategies for recruiting and retaining top executive talent.

• Sean's Career Journey in Hospitality (02:02) - Learn about Sean's international background and his early career experiences, including his apprenticeship at Brenner's Park-Hotel & Spa in Germany and his education at Les Roches in Switzerland.
• The Importance of Operations in Hospitality (09:49) - Discover why operations are fundamental to the hospitality industry and how they serve as the visible part of the guest experience.
• Effective Leadership in Hospitality (11:11) - Hear about the leadership qualities that make a significant impact, including a story about Frank Malmbach, a leader who balanced decision-making with personal engagement with staff.
• Trends and Challenges in Hiring Executive Talent (15:08) - Understand the current trends in hiring within the hospitality industry, the importance of cognitive diversity, and the common biases that affect hiring decisions.
• Building a Compelling Employer Brand (22:32) - Learn how to make your organization attractive to top talent by being true to your company values and ensuring a positive hiring experience.
• Retaining Top Talent (33:02) - Explore strategies for retaining top talent, including living up to promises made during the hiring process and providing growth opportunities.
• Advice for Aspiring Hospitality Leaders (38:01) - Get practical tips for hospitality leaders looking to advance their careers, including the importance of building both internal and external networks.
• Effective Collaboration with Executive Search Firms (48:25) - Find out how to work effectively with executive search firms to ensure a productive and successful hiring process.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share insights into what they call their "Golden Profiles" and how it enables their hotels to operate with excellence.

• Understanding the "Golden Profile" - Learn what this is and how it helps Dorchester Collection cater to each guest's individuality and needs.
• Technology as an Enabler - Discover how Helen and Eugenio view technology as a tool to enhance the guest experience.
• Structuring for Seamless Service - Find out how Dorchester Collection restructured its front office teams into guest experience teams to ensure a seamless stay for guests.
• The Role of Researchers - Learn how this new role was created to better understand and cater to guests' needs.
• Real-life Example of Personalized Service - Hear a real-life example of how personalized service is delivered.
• Meeting Emotional Needs - Learn about the importance of addressing guests' emotional needs and reducing stress through personalized service.
• Vision and Strategy - Explore how the vision and strategy of Dorchester Collection drives the company's use of technology.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Dorchester Collection joint CEOs Helen Smith and Eugenio Pirri share heartwarming stories that illustrate the power of exceptional hospitality and how it can elevate guest experiences.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands