Josiah Mackenzie - 10 Minutes News for Hoteliers - Page 2

1 min

How We Earned an Employee NPS of 78 at Main Street Hospitality – Sarah Eustis

💬 Sarah Eustis, CEO of Main Street Hospitality, discusses achieving an impressive employee Net Promoter Score of 78 in a challenging industry. She emphasizes hiring for emotional intelligence, implementing 360-degree feedback, and integrating development and feedback into daily operations. These practices enhance employee satisfaction and positively influence guest experience and financial outcomes.

5 min

How a Top CEO Aligns People Across Teams and Properties to Drive Better Results: Sarah Eustis, Main Street Hospitality Group

🏨 Main Street Hospitality, spanning over 10 properties across five states, turned 10 last year. In 2025, the company faced challenges requiring restructuring due to unmet business expectations. Despite a tough year, their employee Net Promoter Score (eNPS) reached 78, surpassing the industry average of 44. These results reflect their emphasis on culture and leadership, with monthly calls involving all leaders to maintain organizational alignment and engagement. Sarah, the CEO, stresses transparent communication and collaborative decision-making.

1 min

The Inside Story of an Artist Collaboration for Hospitality Daily Merch: Betsy Freeman x Josiah Mackenzie

👕 Betsy Freeman joins Josiah Mackenzie in a podcast episode to discuss the creation of Hospitality Daily’s first merch: a special edition t-shirt. The conversation highlights how art and emotion are pivotal in shaping brand identity, emphasizing the importance of collaboration for successful outcomes. Music for the show is produced by Clay Bassford of Bespoke Sound, specializing in music identity design for hospitality brands.

1 min

Faith and How Christianity Guides Hospitality – Jeremy Wells

🏨 Jeremy Wells, principal at Longitude and partner at Flyover Developments, discusses how his Christian faith influences his view of hospitality. He sees it as expressing love through daily actions with colleagues and guests, emphasizing humility, openness, and service. This episode highlights integrating personal beliefs into professional settings to enhance hospitality experiences. For more insights, follow Hospitality Daily on YouTube, LinkedIn, and Instagram, or subscribe for daily summaries.

1 min

Why Being Yourself Attracts the Right Opportunities in Hospitality – Jeremy Wells

💬 Jeremy Wells, principal at Longitude and partner at Flyover Developments, reflects on his career in a recent LinkedIn post. He discusses how years of adhering to creative norms distracted him from his true goals. Emphasizing authenticity, Wells capitalized on his strengths, attracting better opportunities and partners. This episode highlights how hospitality leaders can strategically use authenticity as a career advantage. Music by Clay Bassford of Bespoke Sound enhances the episode.

1 min

Fishing, Focus, and the Future of Lifestyle Hospitality – Jeremy Wells

📖 Jeremy Wells, principal at Longitude and partner at Flyover Developments, discusses his project in the Ozarks and its implications for the future of lifestyle hospitality.

1 min

Hospitality as Community Connection Infrastructure – Rob Blood, Lark

🏠 Rob Blood, founder of Lark and principal at Elder & Ash, discusses hospitality projects in Cambridge, Massachusetts. Emphasizing connectivity, he highlights the value in integrating lodging, bars, bookstores, and cultural spaces to enhance community ties and guest experiences. The approach fosters relationships and enriches learning for both locals and visitors.

1 min

Let’s Learn from Sonder: Insights for Owners, Operators, Brands & Tech Companies – Rob Blood, Lark

🏨 Rob Blood, founder of Lark, discusses the collapse of Sonder, highlighting the issues with the master lease model. Control and transparency are essential for large-scale hotel operations. The podcast examines the role of technology, the limits of venture-driven growth, and the importance of strong partnerships for fast recovery. It offers practical insights for building resilient hospitality businesses. Music by Clay Bassford of Bespoke Sound.

1 min

How AI Now Takes 80% of Our Front Desk Calls – Tony Roumph, Argonaut Hotel

💻 Tony Roumph, Managing Director of Argonaut Hotel in San Francisco, discusses balancing timeless hospitality with modern operations. A case study highlights an 80% reduction in front desk call volume through AI and workflow automation, enabling staff to focus more on direct customer interactions.

1 min

“Calmxiety”: Leading Hospitality Through AI with Clarity – Monika Nerger

💻 Monika Nerger, former Group Global Chief Information Officer at Mandarin Oriental Hotel Group, discusses AI in hospitality, drawing on her experience in digital transformation and the AI ecosystem in San Francisco. She introduces "calmxiety," the leader's tension between urgency and uncertainty, emphasizing trust, solid foundations, and clarity over hasty tool adoption. Despite AI advancements, she stresses that human service remains vital in hospitality.

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