Hilton’s 2024 Trends Report found the No. 1 reason people of all generations want to travel this year is to rest and recharge. In this episode, Amanda Al-Masri, Global VP of Wellness at Hilton, shares how they are innovating to provide exceptional sleep experiences and an array of wellness offerings across the company's brands.

Listen now to learn about:

• The Evolution of Wellness in Hospitality: Learn about the journey from fitness to spa and wellness in the hospitality sector and how Hilton integrates wellness into every aspect of its offerings.
• Sleep as a Foundation of Wellness: Explore why sleep is crucial not just for individual health but also as a core offering in hospitality. Amanda discusses Hilton's strategies for ensuring guests have the best possible sleep experience.
• Misconceptions About Sleep: Uncover common myths about sleep and practical advice for travelers to manage sleep disruptions effectively.
• Innovative Partnerships and Initiatives: Hear about Hilton's collaborations with brands like Peloton and the introduction of wellness-focused room features across various properties.
• The Future of Wellness at Hilton: Gain insights into the company's upcoming projects and how they plan to integrate wellness deeply into their guest experiences, including details on the new sleep retreats.

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

In this episode, Roman Pedan, the Founder and CEO of Kasa, shares the power of experiencing your hospitality services from a guest's perspective. Roman tells the story of staying at various Kasa properties and how this led to changes and improved guest satisfaction.

Listeners will learn about:

• The Importance of Personal Experience: Learn why Roman believes in being a guest in his hotels and how this practice helps him identify and address subtle issues that might otherwise go unnoticed.
• Impactful Changes: Discover the changes Roman and his teams implemented that resulted in a 20% improvement in guest satisfaction scores, demonstrating the impact of operating this way.
• Data-Driven Decisions: Understand how Kasa uses data to enhance guest experiences, particularly around the challenges and solutions related to early check-ins.
• Operational Adjustments: Roman discusses the operational tweaks and strategic decisions made to accommodate early check-in requests, which significantly increased approval rates and positively impacted guest reviews.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

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

In this episode, Roman Pedan, the Founder and CEO of Kasa, explains how they optimize housekeeping across their portfolio of over 85+ properties.

Listeners will learn about:

• Cost-Cutting Strategies: How Kasa is reducing expenses in housekeeping without compromising on quality.
• Technology Integration: Explore the 'Uber for housekeeping' model that includes scheduling, checklists, and feedback loops to maintain high standards.
• Quality Assurance: The unique offsite QA process using photos and how it helps maintain consistency across properties.
• Employee Incentivization: Understand how Kasa assigns scores to housekeepers and uses this to incentivize top performers.
• Leadership and Culture: Gain insights into the importance of leadership participation in ground-level operations and how competitions and team activities help build empathy and team spirit.

This is part of our series of conversations with Roman: His mentors and influences, the story of Kasa, their approach to guest communication, how they improve service and profits with AI, how they cut costs, how they improved housekeeping, and how "being their own guest" leads to innovation. You can see a tour of a Kasa property here, or watch our entire conversation here on YouTube.

Thoughts, questions, suggestions? Send me a text message

Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.

Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.

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