Insider Secrets of the KOREAN LUXURY Market Revealed! TSHS-100

In my recent conversation with Dominika Kustosz-Lee, CEO of DKL & Company, we explored some truly fascinating aspects of Korea’s luxury scene, hospitality, and her own life journey. Dominika shared how brands in Korea go beyond the usual, creating immersive luxury experiences that feel both playful and perfectly on-brand. It’s incredible to hear how they cater to a market as dynamic and trend-focused as Korea, where customers expect new and exciting experiences around every corner.

 

We also discussed how hospitality could learn from retail in Korea—like using local art and personalized touches that bring spaces to life and tell a story. Dominika’s personal stories from her 16 years in Korea resonated with me. She offered insight into how Korea’s seamless blend of digital and physical retail, combined with its rich cultural scene, makes it a unique trendsetter on the global luxury stage. It was such an inspiring conversation, and I learned so much from her perspective.

Dominika Kustocz Leef1

Innovative Podcasting Ideas for Hoteliers. TSHS-0099

Sheryl Plouffe, co-founder of ICONMAKER® Joint Venture, discusses the power of video podcasting for hoteliers to elevate their brand, attract global guests, and position themselves as leaders in the hospitality industry. She emphasizes the importance of storytelling, showcasing local culture, and creating high-trust relationships through podcasting. Sheryl suggests various podcasting ideas for hoteliers, such as local recommendations, famous guests, historic stories, and employee spotlights. She also highlights the benefits of strategic alliances and the potential for private podcasts for guests. Sheryl believes that personal branding can be beneficial for professionals in any field, but it ultimately depends on the individual’s comfort level and desire to build a personal brand.

Sheryl Plouffe https://www.sherylplouffe.com/

She encourages hoteliers to think outside the box and find innovative ways to engage with guests and stand out in a competitive market.

Bloom Bar’s Hidden Secret to Success in the USA. TSHS-0098

In this conversation, Kofi Maafo, co-founder of Bloom Bar in Accra, Ghana, shares the inspiring journey of establishing a successful hospitality business that caters to the middle class.

They identified a gap in the market for affordable yet high-end experiences

He discusses the challenges faced, the cultural impact of their approach, and how they revolutionized the perception of bar ownership in Ghana. Kofi emphasizes the importance of authenticity, quality, and music in creating a unique atmosphere and the lessons learned for aspiring entrepreneurs in the hospitality industry.

 

How to Boost Direct Bookings Without Relying On Third Parties. TSHS-0097

In this episode, Sam-Erik Ruttmann interviews Philippa Gamse, a renowned digital strategist, about digital marketing strategies and analytics for independent hotels. They discuss Philippa’s career in digital strategy and analytics, the importance of engaging directly with guests online, the impact of artificial intelligence (AI) in the hospitality industry, and the challenges of using third-party booking engines.

“Artificial intelligence (AI) can help generate ideas and draft copy, but it should not replace the human touch in communication.”

Philippa emphasizes the need for personalized and authentic communication with guests, the value of qualitative analytics in understanding customer needs, and the limitations of AI in generating creative ideas.

The Sustainability Revolution, Guide to Confidence, Commitment & Consistency. TSHS-0096

The Sustainability Revolution, Guide to Confidence, Commitment & Consistency

Lee Stewart, author of How to Build Sustainability into Your Business Strategy, discusses the importance of aligning business operations with long-term environmental, social, and economic sustainability. He emphasizes the need for transparency and honesty in sustainability efforts, and the pitfalls to avoid when setting and achieving sustainability goals.

“Don’t say just by doing that small thing that we’re plastic free. We’re a circular economy. We’re zero waste. There’s no way you’re doing that yet.”

Stewart introduces his CCC framework for sustainability strategy, which focuses on confidence, commitment, and consistency. He also highlights the significance of conducting materiality assessments to determine a business’s most important sustainability issues. Stewart concludes by discussing the opportunities and challenges companies face in advancing sustainability.

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Why Empathy Is the Most Important Skill for Conscious Leaders. TSHS-0095

Why Empathy Is the Most Important Skill for Conscious Leaders

In this episode, Sam-Erik Ruttmann interviews Mike Handcock, the chairman of the Circle of Excellence Group, about conscious leadership and the key elements of a positive hotel stay.

Mike shares his journey from being a professional musician to becoming a thought leader and empowering conscious leaders.

He explains that conscious leaders have a purposeful vision, and a collaborative mindset, lead by values-based leadership, make a difference daily, and focus on leaving a legacy.

Mike also discusses the importance of empathy in conscious leadership and the role of ancient wisdom in modern solutions.

He emphasizes the need for conscious leaders to have a supportive network and shares his experiences and preferences as a frequent traveler staying in hotels.

Hotels have an opportunity to create a sense of belonging and care for their guests. Anticipating and meeting guests’ needs, providing unexpected gestures, and personalizing the experience can make a lasting impression.

The check-in process should be efficient and friendly, with staff who are attentive but not overly familiar. Cleanliness, safety, and the overall vibe of the hotel are important factors for guests. During the COVID-19 pandemic, some hotels became too clinical and inhumane, while others lacked consistency in implementing safety measures. Music has the power to uplift, comfort, and create a mood. It can be used to enhance productivity, evoke emotions, and create memorable experiences at events.

Transforming Spaces: The New Era of Hotels. TSHS-094

Transforming Spaces: The New Era of Hotels.

In this episode of the Social Hotelier podcast, host Sam-Erik Ruttmann speaks with Strategic Hospitality Advisor Nicola Delvecchio,  about the emerging trends in hospitality business models.

They discuss the shift from traditional hotel concepts to spaces focused on personal growth and transformation, the impact of demographic changes on hospitality design, and the rise of regenerative hospitality that prioritizes community engagement.

The conversation also touches on the nostalgia trend in hotel design and the role of automation in enhancing guest experiences while maintaining the human touch.

Contact details for Nicola Delvecchio

delvecchio@teamworkhospitality.com

www.teamworkhospitality.com

Fraud exposed in hotels and restaurants TSHS – 093

Fraud exposed in hotels and restaurants

This episode explores the topic of fraud in the hospitality industry, covering various forms of fraud and the pressures that contribute to unethical behavior. The conversation also touches on the importance of sustainability and the risks of greenwashing.

My guests are Carin-Isabel Knoop and Dr. David E. Morrison III.  Carin is the author of Compassionate Mental Health in Modern Workplace and Executive Director, of Harvard Business School, Case Research & Writing Group. She’s half French and half German, was born in Mexico, and has lived on four continents. She has co-authored hundreds of case studies and articles that have contributed significantly to organizational behavior and leadership. Her work often delves into the challenges of modern management, and the importance of empathy. Dr. David Morrison III is an organizational psychiatrist with over 15 years of experience in working with senior corporate executives on leadership and executive functioning.

The focus of this work is to deepen the capacity of senior executives to be self-aware. With a refined individual and senior management team consultation process, he has worked successfully for companies in many industries. and with multiple levels of management and management structures.

Daven Morrison is among others the coordinator of bringing Freud to Fraud understanding the state of mind. We discuss the psychological motivations behind fraud and the role of manipulation in fraudulent activities. They emphasize the need for vigilance and a solution-oriented approach to prevent and address fraud. The episode includes anecdotes from the hospitality industry that highlight the challenges of dealing with fraudulent guests. The conversation explores the themes of fraud, sustainability, and the role of customers in holding companies accountable. It discusses the importance of learning from past mistakes and conducting after-action reviews to prevent future fraud. The concept of greenwashing and the need for companies to align their actions with their sustainability claims is also highlighted. The role of frontline staff in promoting sustainability and the importance of customer vigilance in holding hotels accountable are discussed. The conversation concludes with information on where to find more resources on fraud prevention and sustainability.

Linki to book authored by;

Carin-Isabel Knoop

Executive Director, Harvard Business School, Case Research & Writing Group

Author of Compassionate Management of Mental Health in the Modern Workplace, Springer 2018

For Harvard Business School Publishing course materials and advice on teaching about mental health, consider this articlecourse explorer and module.

Connector of people and ideas – check out our pieces on Medium!

 

David (Daven) Morrison III

A.B.C.’s of Behavioral Forensics: Applying Psychology to Financial Fraud Prevention and Detection

https://onlinelibrary.wiley.com/doi/book/10.1002/9781118740422

Delivering a Brand on a Day to Day Basis, The Future of Hospitality Branding. TSHS-0092

Delivering a Brand on a Day-to-Day Basis The Future of Hospitality Branding

Mark Natale, co-founder of Smart Thinking, shares his insights on luxury branding and the strategic strategies that have positioned his agency as a leader in the industry. He discusses his journey from managing fitness centers and spas to co-founding Smart Thinking, emphasizing the importance of delivering a brand daily. Mark also highlights his experience at the Parker Meridian Hotel and how it shaped his approach to brand development in the hospitality industry.

He explains the concept of the symphonic effect in branding and the importance of creating a comprehensive and remarkable guest experience.

Additionally, he provides strategies for independent hotels to compete with larger brands, including defining a unique identity and building a consistent connection with the audience through content marketing. The conversation explores the intersection of hospitality and branding, discussing the importance of creating a cohesive brand experience in hotels. It emphasizes the need for hotels to learn from the retail industry and constantly evolve to meet customer expectations. The conversation also delves into the trend of branded residences and the potential pitfalls associated with them. The role of collaboration between brand agencies and architectural teams is highlighted, emphasizing the importance of starting the brand development process early in a project. The conversation concludes with a discussion on the future of hospitality branding and the balance between automation and human interaction in hotels. Contact details: https://www.smarthinkinginc.com/about Mark Natale Linkedin: linkedin.com/in/mark-natale-9576345

The Inspiring Tale of Crafting a High-End Resort in Vietnam’s Mountains! TSHS-0091

The Inspiring Tale of Crafting a High-End Resort in Vietnam’s Mountains!

Hylton Lipkin, General Manager of Garrya Mukang Chai and Om Thule at Ban Yen Tri Group, shares insights on opening a hotel in Vietnam. The hotel is a Banyan Group  branded resort called Garrya.

Lipkin discusses the challenges of staff recruitment, especially in a remote location, and the importance of creating a positive and fun work culture.

He also talks about the process of choosing equipment, suppliers, and staff uniforms that align with the resort’s vision and sustainability goals. Lipkin emphasizes the significance of transparent communication and documentation in project management and the ongoing training and development of staff. The resort is in the pre-opening phase, with marketing efforts focused on generating anticipation and bookings. Lipkin highlights the memorable experiences of seeing the property transform from construction to a functioning hotel and witnessing the growth of local staff members.