Monthly Archives: March 2025

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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