Bill Fanning is an Austin-based software leader turned hospitality-tech exec who’s led revenue and sales across VC-backed, public, and PE-owned companies. After falling for the community-building power of restaurants and hotels, he brought his scale-with-discipline mindset to Stayntouch, a PMS for independent hotels and multi-property portfolios. Susan and Bill talk about tech rollouts without heartburn and career pivots with purpose.

What You'll Learn About:

• How different funding models shape company growth.

• Why hotels and restaurants are the original social networks.

• What drove Bill from social media into hospitality tech.

• What it takes to roll out 140 hotels in 90 days.

• Why culture change is harder than technology change.

• Why listening beats talking in sales.

• Why hospitality expertise matters in selling software.

• How AI may reshape hotel tech—and where it falls short.

• Why hotels resist new tech and how that’s changing.

• How hotel skills translate into careers beyond the industry.

Our Top Three Takeaways

1. Hospitality as the Original Social Network

Bill highlighted that long before digital platforms, restaurants and hotels served as true community builders—what he calls the “OG social media.” These spaces create authentic human connection, culture, and shared experiences in ways that digital networks can’t replicate. His career shift from social media technology into hospitality tech reignited his passion for building community through real-world venues.

2. Sales Skills Are Transferable, but Domain Expertise Matters

While strong sales fundamentals—communication, listening, negotiation—apply across industries, selling strategic hospitality software requires a deep understanding of hotel operations. Bill emphasized that hoteliers often underestimate the value of their own experience: running complex properties gives them an expertise that’s far more difficult to teach than sales technique. He believes hospitality professionals can thrive in tech by pairing their domain knowledge with learned sales skills.

3. Tech Change Is About Culture, Not Just Software

When hotels adopt new property management systems (PMS), the biggest hurdle isn’t the technology itself but the cultural change required to embrace new processes. Intuitive design, hands-on training, and creating internal champions are key to adoption. Looking ahead, Bill predicts AI will accelerate tech development, but he cautions against replacing human support with bots too quickly—hospitality still depends on personal, human connection.

Bill Fanning on LinkedIn
https://www.linkedin.com/in/billfanning1/

Stayntouch
https://www.stayntouch.com/

Other Episodes You May Like:

103: Comedy Legend Thwarted with Jeanelle Johnson
https://www.topfloorpodcast.com/episode/103

133: Stranded in the Rain with Frank Reeves
https://www.topfloorpodcast.com/episode/133

98: Snapped Tow Rope with Craig Everett
https://www.topfloorpodcast.com/episode/98

Debbie Feldman literally grew up in hotels—her father founded Embassy Suites—and she’s since worn almost every hat: GM, asset manager of a 45-hotel portfolio, and co-founder of TCOR Hotel Partners. She’s led high-profile repositionings (hello, Fairmont Copley Plaza) and recently teamed with Hotel B School to build a pragmatic course on hotel investment. Susan and Debbie talk about buying basics, budget brass tacks, and booking blend.

🔔 Call Button Q: When staff ask, “Is the hotel for sale?”—lead with candor.
🎓 From GM to DOS (on purpose): Debbie took a “demotion” into sales to prove she could do it—and did.

🧾 Revenue vs. profit reality check: Early in her career, even as a GM, she admits the focus stopped at GOP.

🛑 Brand showdown: As an asset manager, Debbie hired an outside sales trainer for brand-managed hotels, got a cease-and-desist… then watched the brand adopt the same trainer chain-wide.

💸 How her group dodged COVID cash calls: Maxed every eligible relief program early, kept leverage conservative (~65%), and worked closely with a relationship lender for forbearance. Discipline > drama.

🏫 Hotel B School course—who it’s for: GMs who want to speak “owner,” ops pros eyeing the real-estate side, and commercial leaders (sales/rev) aiming at development.

📈 Rate, occupancy & flow-through—what owners actually want: It’s not “team rate” or “team occupancy.”

🧠 Deal thesis 101 for GMs: Know the hold period, cap rates, and likely exit timing so your capital asks match ownership’s lifecycle.

🪄 Debbie’s magic wand for NOI: Win more lowest-cost demand—local negotiated accounts + direct/brand-site booking.

Our Top Three Takeaways

1. Owners Value Transparency and Alignment

Debbie emphasized that honesty is always the best policy when staff ask tough questions, like whether a hotel is for sale. She explained that owners prefer to retain staff through transitions and often provide incentives for key leaders to stay on board.

2. Think Like an Owner, Not Just an Operator

A recurring theme was the importance of GMs and property-level leaders understanding ownership concepts like hold periods, debt service, NOI, and cap rates. Debbie pointed out that too many managers stop at GOP on the P&L without considering debt, taxes, or insurance. She advised that showing up “like an owner” requires tracking those below-the-line costs and making decisions that reflect the deal thesis, not just short-term RevPAR growth.

3. The Path from Hotel Ops to Ownership is Possible and Teachable

Debbie’s own career path, from GM to asset management to ownership, underscored that crossing into the investment side of hospitality is achievable. She created the Hotel B School course to help GMs, revenue leaders, and others make that leap. The course demystifies ownership jargon (IRR, debt service coverage, cap rates) and provides the tools to interview well and contribute strategically. For aspiring owners, the key is moving beyond operations to truly understand how hotels make money for investors.

Debbie Feldman on LinkedIn
https://www.linkedin.com/in/debbie-feldman-2932203/

TCOR Hotel Partners
https://tcorhp.com/

Hotel B School
https://hotelbschool.com/hotel-real-estate/

Other Episodes You May Like:

181: Smoky Light Pole with Tommy Beyer
https://www.topfloorpodcast.com/episode/181

184: Hotel Room Saddle with Lan Elliott
https://www.topfloorpodcast.com/episode/184

175: $7,000 Vacuums with Micajah Sturdivant
https://www.topfloorpodcast.com/episode/175

Mike Messeroff spent three decades in hospitality and was JetBlue’s first intern before swapping corporate partnerships for a life of travel and a career behind the bar. A low point in paradise led him to mindfulness, daily meditation, and ultimately leadership coaching for hospitality executives. Today, he’s launching the Self Hospitality Collective, offering bite-sized audio guidance and practical practices for leaders. Susan and Mike talk about meditation, mindfulness, and modern management.

What You'll Learned About:

• JetBlue’s first intern by “accident”? Mike turns a chance aisle chat with the CEO into a career.

• Daydreaming of beach life? Mike says you’ll pack your baggage either way, so do the inner work first.

• Breckenridge paradox: daily skiing + dream town ≠ joy; anxiety became the wake-up call.

• “Happiness is uncaused.” (Yes, that line stops the show—and your doom-scroll.)

• Self Hospitality = treating yourself like the VIP in your lobby: restocked, respected, and not running on fumes.

• Meditation is non-negotiable. Even 3 minutes builds that “magic gap” between trigger and response.

• Gratitude hack: you can’t be stressed and thankful at the same time.

• For the “no-woo” crowd: real-world ROI—lower cortisol, better focus, fewer dish-smashing meltdowns.

• Micro-practices for brutal days: one conscious breath, a three-minute reset, a mindful reminder (“I’m here to solve problems”).

Our Top Three Takeaways

1. Inner Work Comes Before Outer Change

Mike’s story shows that changing your surroundings, whether by moving to a beach in the Caribbean or skiing daily in Colorado, doesn’t guarantee happiness. Wherever you go, you bring yourself with you. True fulfillment comes from addressing patterns like negative self-talk, stress, or self-medication. External shifts may feel exciting, but without the inner work, they won’t resolve deeper struggles.

2. Self-Hospitality Is Essential for Leaders

Mike’s concept of self hospitality is about treating yourself like your most honored guest. Just as hoteliers go above and beyond for VIPs, leaders should extend that same care inward: practicing consistent meditation (even for just three minutes), cultivating gratitude, setting clear boundaries, and pursuing personal passions. When leaders nurture themselves, they can give from a place of overflow rather than depletion—ultimately benefiting their teams, guests, and organizations.

3. Joy and Happiness Are Our Natural State

Mike emphasizes that happiness is “uncaused," meaning we are born joyful, but stress, fear, and external pressures layer over it. Through mindfulness practices like meditation and gratitude, leaders can reconnect with that natural state and create a “magic gap” between stress and response. This not only prevents burnout but also models healthier, more sustainable leadership in an industry prone to overwork and high stress.

Mike Messeroff on LinkedIn
https://www.linkedin.com/in/mikemesseroff/

The Carpe Diem Company
https://www.mikemesseroff.com/

Other Episodes You May Like:

130: Guard Dog Negotiations with Melissa Maher
https://www.topfloorpodcast.com/episode/130

88: Dating App Surprise with Karen Laos
https://www.topfloorpodcast.com/episode/88

192: Fluff and Fold with Shelley Brown
https://www.topfloorpodcast.com/episode/192

Josh Kremer is the co-founder of Paradero Hotels, a Baja-born luxury brand blending boutique resorts with destination management to create immersive, off-grid experiences. A classically trained chef who pivoted into real estate private equity, Josh brings both palate and P&L to building small-scale, high-touch hospitality. Susan and Josh talk about remote resorts, resourceful resourcing, and refined service.

What You’ll Learn About:

• From chef whites to term sheets: Josh Kremer’s zigzag from kitchens to Blackstone to founding Paradero Hotels.

• Why “experiential luxury” beats “bikinis + margaritas," and how Paradero designs trips that spill far beyond the property line.

• Off-beach on purpose: picking a site framed by five ecosystems to unlock creative freedom (and way better adventures).

• Oasis IRL: how Baja’s mountains create desert lagoons—and a top birdwatching haven—without cartoon mirages.

• The unsexy backbone of remote hospitality: fiber pulls, buried power lines, backup gen, daily procurement runs, and a fleet of guide-led vehicles.

• Scale by listening: adults-only → groups/events → families → homes; growing to 92 keys while keeping density low.

• Where guests are pointing next: Riviera Maya (not in Cancun), Riviera Nayarit, plus eyes on Oaxaca, San Miguel, and Valle de Guadalupe.

• Hiring where others won’t: local-first, import managers when needed, and invest in great staff housing for a “soft landing.”

• The 10x Rule: whatever effort you think it’ll take, multiply by ten (site selection alone jumped from ~20 to 800!).

• A perfect Paradero day: sunrise views → surf coaching → chef-driven breakfast → pool + temazcal → farm tasting → cliffside sunset → stargazing net.

1. Expect 10x More Work Than You Think

Josh stresses what he calls the “10x rule”: however much effort you think a project will take, multiply it by ten. From evaluating 800 sites before selecting one to interviewing 20 architects before choosing a partner, the reality of launching a hospitality venture is far more demanding than anyone could have anticipated. The lesson applies broadly: if you’re starting something ambitious, prepare for an order of magnitude more persistence, patience, and problem-solving than your first instinct suggests.

2. Culture Shapes Business—and Guest Experience

Having lived in both Mexico and the U.S., Josh highlights how family-centric culture in Mexico contrasts with the U.S.’s emphasis on individualism. Understanding and respecting those differences helps him build both teams and guest experiences. The broader takeaway: Leaders who work across borders, or even within different communities, need to tune in to local cultural values. This can guide not only how you manage staff but also how you design meaningful customer experiences.

3. Operating in Remote or Nontraditional Locations Requires Creative Infrastructure

Running a semi-remote property is as much about mastering logistics as it is delivering luxury. Josh described pulling fiber from a distant city, burying power lines to protect the guest experience, and organizing daily supply runs. The big lesson is that unconventional opportunities often require unconventional solutions. If you’re drawn to an out-of-the-box idea, success may depend on investing early and heavily in the unglamorous operational backbone.

Josh Kremer on LinkedIn
https://www.linkedin.com/in/joshua-kremer-bb904a26/

Paradero Hotels
https://www.paraderohotels.com/

Other Episodes You May Like:

159: 15-Day Career with Gustavo Viescas
https://www.topfloorpodcast.com/episode/159

165: Purple Flower Luxury with Florence Li
https://www.topfloorpodcast.com/episode/165

74: Calm and Nurturing Ghost with Trisha Pérez Kennealy
https://www.topfloorpodcast.com/episode/74

Happy anniversary, Top Floor!

Calvin Tilokee is the founder and creative director of RevPAR Media, blending 20+ years of revenue management and marketing with a sharp creative streak. Known for illuminating hospitality brands and roasting industry quirks with his beloved hotel-meme persona, @revparblems, Calvin bridges data, strategy, and humor. On this anniversary episode, he flips the script as guest host, guiding a lively tour through pandemic pivots, podcast production, and personal pet peeves.

What You'll Learn About:

• Where Susan found the nerve to launch a business without a cash cushion or safety net.
• Calvin’s own origin story: furlough → pandemic pivot → RevPAR Media, full steam ahead.
• The birth of Top Floor: from “Going Up” to the brand you know (and why the original name got nixed).
• Why the show expanded beyond marketing, and why that makes it more fun (and nosier).
• Production secrets: heavy prep, tight edits, and Susan’s biggest guest pet peeves.
• The fan favorites everyone mentions: the sister episodes (aka laugh tracks with plot).
• What’s next: more episodes, collabs, maybe a digital magazine, and some video—selectively.
• Dream guests: Cindy Gallop and Sara Blakely (manifesting!).
• Big swings Susan wants to try: investigative series + hospitality history deep dives.
• Legacy goal: helping pros discover dream roles they didn’t know existed.
• Three Loading Dock stories for the price of one… but you’ll have to listen for that.

Our Top Three Takeaways:

1. Entrepreneurship isn’t about perfect timing or eliminating all risk.

Susan launched Hive Marketing in 2009 without savings or a safety net, betting that the chaos of the financial crisis made “failure” reputationally safe, and she’s never looked back.

2. Top Floor’s edge is curiosity + craft.

The show evolved from a marketing niche to a “curiosity cabinet” for the entire hospitality industry, staying audio-first with tight editing and meticulous preparation, and measuring success by growing influence and genuine relationships.

3. The next chapter is expansion and experimentation.

Susan’s eyeing more episodes, collaborations, a digital Top Floor magazine, selective video/live moments, and investigative or history-of-hospitality series, aiming to surface hidden career paths and inspire listeners while the industry modernizes to match guest behavior.

Calvin Tilokee on LinkedIn
https://www.linkedin.com/in/calvintilokee/

RevPAR Media
https://www.revparmedia.com/

Susan Barry on LinkedIn
https://www.linkedin.com/in/susandbarry/

Hive Marketing
https://www.hive-marketing.com/

Top Floor
https://www.topfloorpodcast.com/

Female Founders in Hospitality
https://femalefoundersinhospitality.com/

Cindy Gallop's Brain-Altering HBR Article
https://hbr.org/2022/04/stop-criticizing-women-and-start-questioning-men-instead

Other Episodes You May Like:

03: Dude, Calm Down with Calvin Tilokee
https://www.topfloorpodcast.com/episode/03

53: It's Your Birthday 🎂
https://www.topfloorpodcast.com/episode/53

Playlist: Shenanigans
https://www.topfloorpodcast.com/episode/category/Shenanigans

Laura Hawkins is the founder of Gamemasters Escape Solutions, a creator and operator of high-performing escape rooms for hotels and resorts. After a successful career making viral television advertising, she discovered escape rooms on a European trip. She turned a passion project into a 14-room operation and a turnkey hotel amenity business (including installs at Atlantis, The Bahamas). She joins us to talk revenue, resorts, and escape room design.

• Budget-season hot take: maximize social first and add hyper-targeted print ads if you have the cash.

• From receptionist to rainmaker: Laura hustled her way off the front desk and into award-winning ads.

• “Just Slow Down”: the graphic traffic-safety campaign that made her the Quentin TarantinA of Winnipeg.

• Vacation plot twist: one so-so Dublin escape room → Athens upgrade → Paris hook → new career.

• Resorts love it: low staff, durable props, and constant revenue.

• Corporate catnip: team-building, communication, respectful-collaboration—plus a true differentiator vs. the hotel next door.

• Design recipe: theme first → story → tactile puzzles (knobs, secret doors, scents)… and yes, limes.

• Player pro tip: communicate, inventory the space, and OPEN. THE. DRAWERS.

Our Top Three Takeaways:

1. Escape Rooms Are a High-ROI Amenity for Hotels and Resorts

Laura emphasized that escape rooms offer hotels a unique way to generate revenue while differentiating from competitors. Unlike spas or waterparks, escape rooms appeal to a wider demographic—from families with young kids to teenagers, grandparents, wedding parties, and corporate groups. They’re low-labor, durable, and cost far less to install and maintain, while still driving constant guest traffic and ancillary spending at restaurants and bars.

2. Immersive Entertainment Strengthens Guest Connection

For Laura, the heart of escape rooms is shared experience. Guests disconnect from screens, collaborate face-to-face, and leave with stories they’ll continue discussing long after the game. This creates a sense of joy and connection that builds loyalty and word-of-mouth—two of the strongest assets for hotels seeking repeat visits and community engagement.

3. Differentiation Requires Courage and Creativity

Laura challenged hotels to show more boldness in shaping guest experiences. Too many properties look the same, leaving price as the only deciding factor. By embracing immersive, playful, and customizable amenities—like themed escape rooms or even immersive dinner theater—hotels can stand out, create memorable stays, and deliver new revenue streams.

Laura Hawkins on LinkedIn
https://www.linkedin.com/in/laura-hawkins-40543319b/

Gamemasters Escape Solutions
https://www.gamemastersescapes.com/

Escape Room Atlantis
https://www.atlantisbahamas.com/escape-room

First-Person Experience at Atlantis
https://www.tiktok.com/@znsdigital/video/7512226338397359365

Escape Room Video
https://www.youtube.com/watch?v=EOcy5xGcHu8

Just Slow Down viral ad
https://www.youtube.com/watch?v=9HppFNyqVOI

Other Episodes You May Like:

168: Celery in the Hoodie with Paul Bishop
https://www.topfloorpodcast.com/episode/168

172: Pandemic Survivor Couple with Geetika Agrawal
https://www.topfloorpodcast.com/episode/172

101: Hedge Clipper Disaster Averted with Elysia Burns
https://www.topfloorpodcast.com/episode/101

Agnelo Fernandes is the CEO of Cote Hospitality, a company blending resorts and heritage summer camps into unforgettable indoor-outdoor experiences. His career spans the Caribbean, Canyon Ranch, CoralTree, and beyond, where he’s built brands, launched properties, and reshaped cultures. Susan and Agnelo talk about culture, camps, and compassionate leadership.

- Why culture is less about ping pong tables and more about tiny, human moments.

- How planning a conference set him free.

- What he learned from Canyon Ranch: branding isn’t logos, it’s promises kept.

- Why kids are better at reviewing travel experiences.

- Where Agnelo spends 60% of his time.

Our Top Three Takeaways:

1. Culture Is Built Through Small, Human Moments

Agnelo says, "Mindset drives everything." He emphasized that workplace culture isn’t about perks or slogans but about how people feel when they aren’t being watched. Leaders should focus on the details: knowing employees’ families, celebrating milestones, listening during “culture rounds,” and replacing blame with curiosity. He believes culture grows out of conversations and small, consistent acts of care.

2. Authenticity and Empathy Define Great Hospitality

From his time at Canyon Ranch and beyond, Agnelo learned that branding is really about keeping promises and creating experiences. Whether with guests or associates, authenticity and empathy matter most. He stressed that leaders should train teams with real-life, situational examples and that the best way to ensure great guest experiences is by prioritizing and empowering staff first.

3. The Future of Hospitality Blends Purpose, People, and Outdoor Connection

Agnelo predicts strong growth in outdoor hospitality, with travelers seeking meaningful disconnection and reconnection with people they love. He also shared advice for leaders and entrepreneurs: cultivate the right mindset, listen deeply, embrace failures as part of growth, and remember that true hospitality is about enriching lives.

Agnelo Fernandes on LinkedIn
https://www.linkedin.com/in/agnelofernandes/

Cote Hospitality
https://www.cotehospitality.com/

Other Episodes You May Like:

77: GM in the Dumpster with Eleanor Erickson
https://www.topfloorpodcast.com/episode/77

179: Bridal Suite Sweethearts with James Ferguson
https://www.topfloorpodcast.com/episode/179

35: Ice Machine Bandit with Trina Notman
https://www.topfloorpodcast.com/episode/35

Steven Moore is the CEO of Actabl, a hospitality operations platform uniting four hotel operations tools into one streamlined solution. From his early days as a catering busboy to leading Transcendent through the pandemic, Steven’s career has exposed him to more than one challenging situation. Susan and Steven talk about crisis leadership, labor challenges, and competition.

What You'll Hear About:

Why “over-respecting” a crisis beats pretending everything’s fine.

The unexpected CNBC debut that taught Steven the power of saying yes.

Why hotel tech can be a hot mess of fragmentation.

Why “no silver bullet” doesn’t mean labor problems can’t be solved.

How gamifying hotel engineering boosts employee retention.

Steven’s bold prediction: the death of single-workflow vendor tools in five years.

Our Top Three Takeaways:

1. Lead with data and quick wins when driving change
Whether selling tech to hoteliers or encouraging adoption inside a hotel company, success comes from proving ROI with clear, relevant data and starting small. One quick, tangible win builds credibility and opens the door to broader adoption.

2. Over-respect a crisis
Steven’s COVID-era CEO experience reinforced the need to anticipate that crises may be more painful and longer-lasting than expected, communicate more frequently, prepare for universal skills like clear thinking and empathy, and balance realism with inspiring optimism.

3. Balance long-term vision with near-term pressures
Steven’s time in a family office taught him to think in decades, planting “oak trees” today to enjoy the shade later. In a fast-paced, urgent hospitality environment, he stresses the importance of making sustained, compounding investments while still meeting short-term demands.

Steven Moore on LinkedIn
https://www.linkedin.com/in/steven-moore-80b4ba1a/

Actabl
https://actabl.com

Other Episodes You May Like:

95: Human Chat Bot with Omri Shalev
https://www.topfloorpodcast.com/episode/95

135: Giant Pink Eraser with Brian Miller
https://www.topfloorpodcast.com/episode/135

11: Swedish Pastry Dreams with Tracy Judge
https://www.topfloorpodcast.com/episode/11