Why Your First Impression Could Make or Break Guest Experience TSHS – 121

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Why Your First Impression Could Make or Break Guest Experience

In this episode of The Social Hotelier Show, Sam-Erik Ruttmann welcomes renowned keynote speaker and author Sylvie Di Giusto.

Together, they explore the psychology of first and lasting impressions in hospitalitySylvie digiusto

and how unconscious biases shape guest experiences.

Sylvie breaks down her signature “ABCD-E” framework—Appearance, Behavior, Communication, Digital Footprint, and Environment—offering practical tools for hospitality leaders to influence perception and build trust from the first moment.

The conversation also dives into the often-overlooked impact of a leader’s digital presence and how virtual interactions can elevate—or damage—credibility. Whether you’re a hotel executive, manager, or aspiring leader, this episode offers actionable insights on how to become more intentional, authentic, and effective in your role . Subscribe, listen, and learn how micro-choices can create macro impact in guest experience.

 

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What Makes a SUCCESSFUL Digital Ads Campaign in 2025. TSHS – 120

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Maximize Your Digital Ads ROI Proven Strategies for Lasting Success

Proven Strategies for Hotels, Restaurants, and Businesses to Succeed in Google Ads, Meta, and Beyond

Many businesses are burning through their digital advertising budgets without a clear strategy. As John Horn, CEO of  @Stubgroup  , reveals, success in digital marketing requires a thoughtful approach, patience, and strategic oversight. In this post, we’ll explore actionable steps to improve your advertising results while ensuring you stay compliant and avoid costly mistakes.

John horn01

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From Boardroom to Global Impact: How One Family Foundation is Changing Lives. TSHS – 119

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From Boardroom to Global Impact: How One Family Foundation is Changing Lives

In this inspiring episode, Sam-Erik Ruttmann welcomes Morgan DeNicola, Executive Director of the DeNicola Family Foundation.

Discover how this dynamic leader transitioned from marketing in her family’s business empire to championing global health, cultural diplomacy, and humanitarian recognition. Morgan shares powerful insights on creating sustainable impact through empathy, trust-building, and listening — proving that caring is more than just an emotion; it’s an action.

Learn how the foundation’s initiatives, from mobile medical vans in Malawi to cultural exchange programs with Russia and Iraq, foster positive change worldwide.

Morgan also reveals how their latest *Bright Star Award* program empowers young changemakers in schools, nurturing future leaders with compassion at the forefront.

Caring is an action, not just an emotion.

If you’re seeking inspiration on how to make a meaningful difference — whether through charity, cultural diplomacy, or community involvement — this episode will leave you motivated and ready to take action.

🎧 Tune in now and discover how Morgan’s approach to philanthropy can transform the way you think about impact, compassion, and change.

Morgan Denicola

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How to Maximize Hotel Profitability in a Changing Market. TSHS – 118

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How to Maximize Hotel Profitability in a Changing Market.

In this episode of the Social Hôtelier podcast, host Sam-Erik Ruttmann speaks with Michael Grove, CEO of HotStats, about the evolving landscape of the hospitality industry. They discuss the importance of financial intelligence, the need for hoteliers to look beyond traditional metrics like RevPAR, and the balance between automation and personalized service in hotels.

Michael Grove shares insights from his extensive experience in hotel operations and finance, emphasizing the significance of total revenue management and the challenges faced by hoteliers in today’s market.

Michael Grove

In this conversation, Michael Grove discusses the evolving landscape of the hospitality industry, focusing on the integration of technology, innovative restaurant concepts, and the impact of AI on marketing strategies. He highlights the growth of hospitality in the Middle East, particularly in Dubai and Saudi Arabia, and explores emerging markets like India and Vietnam. The conversation also touches on the current state of the US hospitality market and the potential disruptors that could reshape the industry. Finally, Grove shares valuable career advice for aspiring hoteliers, emphasizing the importance of finding a role that aligns with one’s personality.

Takeaways

  • Michael Grove emphasizes the importance of financial intelligence in hospitality.
  • The hospitality industry is facing unprecedented challenges and political uncertainties.
  • Profitability is a key concern for hoteliers as revenue growth slows.
  • Total revenue per available room is a crucial metric for revenue management.
  • Hotels need to focus on total revenue management rather than isolated metrics.
  • Automation can help streamline operations and improve guest experiences.

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AI & Service Transformation Unforgettable Hospitality Experiences TSHS – 117

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AI & Service Transformation Unforgettable Hospitality Experiences

In this episode of the Social Hotelier podcast, host Sam-Erik Ruttmann interviews Johann Diaz, an expert in service transformation and customer experience.

They discuss the importance of redefining strategies to meet evolving customer needs, the role of AI in enhancing service delivery, and the shift towards servitization in business models.

Johann emphasizes the significance of understanding customer sentiment, the core principles of exceptional service, and the risks and opportunities associated with AI adoption.

The conversation also explores future trends in AI, particularly the rise of agentic AI, and how organizations can prepare to remain competitive in a rapidly changing landscape.

Johann Diaz

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Redefining Hospitality: From Sustainability to Regeneration. TSHS – 116

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Redefining Hospitality: From Sustainability to Regeneration

A Deep Dive into Sustainable Tourism, Policy Challenges, and the Double-edged Sword of Social Media

In this episode of the Social Hotelier podcast, host Sam-Erik Ruttmann engages with Chalana Perera, the founder of Retrace Hospitality, to discuss the critical shift from sustainable to regenerative tourism.

   Chalana emphasizes the importance of proactive measures in tourism to address climate change and over-tourism, particularly in Sri Lanka.

The conversation explores the challenges faced by governments and businesses in implementing effective tourism policies, the role of social media in promoting responsible travel, and the need for evolving hospitality education to prepare future leaders.

Chalana shares insights on her current projects aimed at creating regenerative tourism experiences and the influence of colonial practices on the industry. The episode concludes with advice for aspiring professionals in the hospitality sector.Chalana Perera

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The Hidden Profit Killers in Restaurants—And How to Fix Them. TSHS – 115

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The Hidden Profit Killers in Restaurants—And How to Fix Them

In this episode, Sam Erik Ruttmann interviews Geordy Murphy, a visionary restaurateur and owner of Cypress Hospitality Group. Geordy shares his journey from managing restaurants to developing innovative software solutions for the hospitality industry with FOBESoft.

The conversation covers key themes such as the importance of budgeting, leadership lessons learned from culinary icons like Wolfgang Puck, the impact of technology on the restaurant industry, and the challenges faced during the pandemic.

Geordy emphasizes the need for restaurateurs to understand their financials and adapt to the evolving landscape of hospitality.

From Chef To Tech Innovator

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Independent vs. Global Hotels: The Fight for Authenticity & Culture. TSHS – 114

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In this engaging conversation, with Abdul Baaghil, Co – Founder / principal Harvest Cotton Tale, Abdul speaks about his experience working for luxury hotel brands, like Ritz Carlton, Cambell Gray Hotel. Abdulshares his journey from corporate management to independently developing hotels rooted in authenticity and cultural identity. Together, we explore how the evolving landscape of luxury and lifestyle hotels is grappling with maintaining genuine experiences amidst large-scale acquisitions by global chains like Accor and Marriott. Abdul highlights the critical need for integrity, immersive guest experiences, and transformative leadership to preserve the soul of hospitality brands.

Listen in to gain insider perspectives on the current and future state of the hospitality industry, the role of human capital, and strategies to maintain brand authenticity.

Independent Vs. Global Hotels The Fight For Authenticity & Culture

Key Takeaways:

  1. The Shift from Corporate to Independent: Abdul shares his decision to leave large hospitality chains to create hotels that emphasize local culture, creativity, and unique experiences.
  2. Challenges of Large-Scale Acquisitions: With global brands like Accor and Marriott acquiring independent luxury and lifestyle hotels, there are concerns about losing the original character and vision of these properties.
  3. The Importance of Authenticity: True luxury today is less about material offerings and more about delivering emotionally engaging, culturally immersive, and transformative guest experiences.
  4. Culture as a Competitive Advantage: Abdul emphasizes that a strong, well-defined company culture, led by general managers who embody and infuse it, is key to maintaining guest trust and loyalty.
  5. Strategies for Direct Bookings: To reduce dependency on OTAs, Abdul advocates for brands to build trust through honesty, consistent quality, and personalized service, enhancing direct booking channels.

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AI Expert Exposes Shocking Truth About Video Generation! TSHS – 113

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🔥 Get ready for an interesting conversation with Jayanth N Kolla, Founder& Partner of Convergence  Catalyst, Expert on AI, Machine Learning.

This is our annual episode discussing the rapid evolution of AI and its profound impact on the travel and tourism industry.

  • We explore how social media influences travel trends, the rise of Generative AI Travel Content creation, and the changing landscape of influencers.

  • The conversation also delves into the emergence of theme-based travel experiences

  • AI for Trip Planning, the Future of Tourism Technology, and AI Assistants in Travel, from Artificial Intelligence to Intelligent Assistants

    .

Furthermore, the conversation covers strategies destinations can adopt to remain appealing in an AI-driven world. Finally, they touch on the future of travel planning with AI agents that can automate and optimize the booking process for Authentic Travel Content and  Niche Travel Experiences.

Here are some Sound Bites from our conversation:

  • AI is rapidly evolving and will significantly impact travel.

 

  • Social media is changing how people choose travel destinations.

 

  • Generative AI allows for the creation of travel content without physical travel.

 

  • The influencer landscape is shifting due to the rise of AI-generated content.

 

  • Theme-based travel is becoming more popular among tourists.

 

  • Destinations should focus on unique experiences to attract diverse travelers.

 

  • AI agents will automate travel planning, making it more efficient.

Jayanth N Kolla

 

🔔 Don’t miss out on this game-changing episode.

In Substack, there is the latest blog summarizing my conversation with Jayanth N Kolla and the link to the video podcast

Here is the Link to a Free Subscription

https://samerik.substack.com/subscribe

 

 

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The Wellness Industry Exposed: What Most Hotels Get Wrong. TSHS – 112

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The Wellness Industry Exposed: What Most Hotels Get Wrong.

Join Sam-Erik Ruttmann on The Social Hotelier Podcast as he dives into wellness and hospitality innovation with Celine Vadam of WeThink. Explore how wellness-centric hotel designs, technology-driven spa treatments, and inclusive experiences are reshaping the wellness industry. Discover actionable insights on collaborating with architects, using localized spa products, and making wellness retreats accessible for everyone.”

Our conversation tackles critical topics such as Wellness consultancy best practices, designing wellness spaces with authenticity and inclusivity, enhancing collaboration between consultants and designers, and leveraging technology to make wellness accessible to broader audiences.

Celine highlights the importance of strong concepts before design execution to avoid cookie-cutter solutions and discusses the role of personalized, locally inspired offerings in creating impactful guest experiences.

Key Takeaways:

  • Prioritize Concept Development: Establish a clear vision and feasibility study for wellness projects before engaging designers.
  • Innovate with Technology: Incorporate well-tech solutions, such as sensory pods and compression therapy, to provide impactful, cost-effective wellness experiences.
  • Foster Inclusivity: Design spaces welcoming to diverse demographics, from all ages to varying fitness levels.
  • Leverage Local Elements: Use locally sourced materials and scents to create memorable, unique offerings.
  • Avoid Overlooking Details: Ensure wellness spaces, like saunas, meet high standards of functionality and comfort.

This episode provides actionable insights for hoteliers, wellness professionals, and innovators eager to redefine the wellness experience. Stay tuned for more thought-provoking conversations!  Send us your questions by emailing Celine Vadam, inkedin.com/in/celine-vadam or Sam-Erik Ruttmann, email, sameriks@gmail.com  Add in the subject line: Wellness Question

Celine Vadam

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