🏨 From Hotel Rooms to Breakthroughs, Kelley Wacher shares her journey from Thomas Cook Travel and hotel sales to becoming an executive coach who helps leaders unlock their own potential.
💡 "Stop Selling, Start Serving", Discover why reframing sales as service transformed Kelley's approach to hospitality and now powers her coaching philosophy.
😰 99% of Executives Struggle with This: The surprising similarity between teenagers and corporate leaders, and the one confidence issue nearly all her clients face (and what to do about it).👀 Look Up: Three Simple Things to Transform Hospitality; Learn the observation skills, compassion, and kindness practices that could revolutionise guest experiences industry-wide
⭐️ Your Trademark Matters: Kelley's final toast delivers a powerful reminder: "Your smile is your logo, your personality is your business card, but how you leave others feeling - that's your trademark"Host: Shannon Knapp | Guest: Kelley Wacher | Producer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.com
CHAPTERS
00:00 The Power of Serving, Not Selling
03:00 From Hospitality to Coaching: A Journey of Discovery
06:01 The Magic Within: Unleashing Potential
09:05 Curiosity and Lifelong Learning in Coaching
10:16 Reframing Sales: Serving Through Experience
12:45 Lessons from Youth Work: Connecting with People
15:07 Treasures of Historical Hospitality
18:38 Accountability and Tough Love in Coaching
21:19 Little Things Matter: Service Mentality
24:20 Rewiring Hospitality: Compassion and Kindness
27:10 Curiosity: Secret Weapon in Coaching
28:23 Difficult Conversations Are Not Difficult
29:01 A Toast to Hoteliers: Your Trademark Matters
29:51 FREE Mentorship in the Travel Industry
Today's conversation with Michael Johnson is exactly what this podcast is about: Bridging that gap between the executive suite and the housekeeping closet, between 45 years of experience and day one nerves. Michael's seen it all, led through it all, and pivoted when needed. Whether you're a student wondering if hospitality is your calling or a veteran considering what's next, this conversation has something for you. Because great careers in hospitality aren't linear, they're human.What if saying "yes" to one extra shift changed your entire career? Former night manager turned national CEO Michael Johnson shares more than 40 years of hard-won wisdom: 🚪 Why attitude opens every door🌀 How to survive industry crisis cycles🇦🇺 What Australian hospitality gets right that the rest of the world doesn't❤️🩹 Plus, how Michael is now using his hotel expertise to help families rebuild their lives through ReLove.org.au Host: Shannon Knapp | Guest: Michael Johnson | Producer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comCHAPTERS00:00 Bridging the Gap in Hospitality04:01 The Journey of a Hospitality Veteran12:09 Navigating Challenges in Hospitality20:33 Collaboration Over Competition23:34 The Unique Character of Australian Hospitality25:23 The New Generation of Hospitality Professionals26:14 The Importance of a Positive Attitude29:49 Rethinking Casual Roles in Hospitality32:21 Lessons from Early Career Experiences36:03 Giving Back: Role of Hotels in Community Support46:58 A Final Toast to Hoteliers#hotels #hotelcareer #CEO #nightaudit
🎙️ Jasmine Xie's accidental hotel career path proves you don't need a perfect plan, just curiosity and openness to learning.💡 Selling rooms isn't just about occupancy, it fluctuates inventory, impacts F&B revenue, affects parking income, and changes rosters across housekeeping, porters, and kitchens. We break down the business mindset that transforms reservation agents into strategic contributors.🤖 “AI can never replace personalised human connection. The difference between an email exchange and a face-to-face conversation over coffee still matters profoundly." A refreshingly balanced take on technology's role in hospitality's future.📋 Why waitlist functionality is the most underused tool in hospitality, and how Jasmine's team uses it as both a revenue strategy and superior guest service.🎯 From Taylor Swift concerts to NRL Grand Finals: the art and science of pricing during high-demand periods, explained without the intimidating revenue management jargon.📚 How an ICMS grad went from reservation agent to 2025 HM Awards Rising Star nominee in under a decade.
CHAPTERS
00:00 Jasmine Xie's Journey in Hospitality
04:58 Recognition as a Rising Star
10:11 The Importance of Business Mindset
14:53 The Role of Distribution in Hospitality
16:20 Embracing Technology and AI in Hospitality
19:25 Advice for Aspiring Hoteliers
25:00 The Power of Waitlisting in Reservations
From Mirvac's magic sauce to Starwood's global machine to his own creative ventures, Andrew Taylor has seen hotel development from every angle. Why are basement gyms obsolete? What do office conversions in Paris and Sydney have in common? And when did 'design for design's sake' stop working? Andrew's betting on precincts, wellness as revenue, and the next generation. Plus the one piece of advice every aspiring developer needs to hear.Host: Shannon Knapp | Guest: Andrew Taylor | Producer: Heidi Egger Subscribe for more conversations with hospitality professionals who are shaping the industry's future. Also available on Apple Podcasts and Spotify.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.com
CHAPTERS00:00 Introduction to Andrew Taylor and His Journey01:49 Transition from Law to Hotel Development05:11 The Importance of Design in Hospitality08:55 The Shift Towards Bespoke Hotel Experiences11:56 Navigating the Challenges of Hotel Development15:19 Global Market Trends in Hotel Development17:05 Post Pandemic Development Shifts21:40 The Concept of Precinct Hotels and Wellness23:45 Future Insights26:30 Due Diligence in Hotel Development32:09 Next Generation Hotel Expectations36:28 Innovative Hotel Development Trends39:38 Reality Check for Aspiring Hotel Developers44:07 A Toast to the Next Generation of Hoteliers
What does it take to become a hospitality leader? Joaquin D'Orazio is finding out; from washing dishes at a historic New Jersey inn to managing guest relations at a five-star Boca Raton resort, all while earning his degree and winning HSMAI's Peter Ricci Scholarship.In this conversation, Joaquin shares wisdom well beyond his years: why every hotelier should know every role (from bellman to housekeeper), what European hospitality taught him about slowing down, how running a car detailing business gave him an owner's perspective, and his strategy for handling difficult guests with grace.Whether you're a seasoned executive, mid-career professional, or just starting out, Joaquin's insights on balancing profit with purpose, efficiency with empathy, and technology with human connection offer a refreshing perspective on hospitality's future.Key Takeaways: ✨ The power of multi-role mastery in creating seamless guest experiences ✨ Why asking "why?" transforms service from transactional to transformational ✨ How entrepreneurial thinking elevates hospitality careers ✨ Practical advice for handling angry guests and staying resilientHost: Shannon Knapp | Guest: Joaquin D'Orazio | Producer: Heidi Egger Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.com
Subscribe for more conversations with hospitality professionals who are shaping the industry's future.
00:00 Career Journey and Early Experiences03:35 A Day In The Life of a Guest Relations Agent06:52 Cultural Insights from European Hospitality09:07 Transferable Skills from Entrepreneurship16:30 Political Campaigns and Guest Relations23:25 Significance of Personalisation in Hospitality29:15 Recent Achievements and Networking Success31:35 The Impact of Scholarships on Career Growth33:33 A Toast to Hoteliers34:43 Guests Are The Reason We Have a Job 34:59 Experiencing Luxury Hospitality
Marketing expert Eve Weatherburn of Brand Journey builds the capability of teams to design, deliver and promote experience-led brands that come to life. In this fascinating conversation, Eve shares fresh perspectives on hotel branding from 30+ years leading brand strategies across Asia Pacific, Europe, and the US for major groups including Radisson, IHG, and Anantara. Learn what hotels can adopt from retail, why most hotel brands try to please everyone (and shouldn't), how to capture leads before booking, and why hiring outside the industry brings breakthrough ideas. Eve challenges the "that's how we've always done it" mindset and explains the seven P's of marketing that many hotel marketers never touch. Essential listening for hotel leaders, marketers, and anyone ready to think differently about brand experience.Need help developing your hotel team's revenue management and commercial skills? Visit www.sknappconsulting.comHotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger.
00:00 Marketing Intro, Insights for Hoteliers00:18 Brand Strategy: Defining A Target Audience00:48 Connecting Brand Strategy to Team Execution02:42 Fresh Perspectives: How Other Industries Market05:27 The Seven P's of Marketing in Hotels08:20 Final Thoughts and Toast to Hoteliers
What if the key to better hotel revenue management isn't more spreadsheets, but fewer rate changes? In this refreshingly candid episode, Revenue & Distribution Manager Matt Camp challenges the industry's obsession with over-engineering every decision.
From using anecdata as a legitimate data source to asking whether you're revenue managing or day trading, Matt shares hard-won wisdom from 25 years in hospitality, including stints pricing everything from luxury wilderness lodges to city hotels.
Learn why your property's authenticity matters more than fighting your natural market, why curiosity outweigh credentials in building revenue careers, and how making a bed with housekeeping might be the best thing you do for your strategy this week.
If you've ever felt trapped in a cycle of constant rate tinkering, this episode is your permission slip to step away from the screen.
Want to improve your hotel team’s revenue management and commercial acumen? Visit www.sknappconsulting.com
Hotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger.
00:00 Intro to Hotel Revenue Management
02:59 The Art and Science of Pricing
06:04 Understanding Market Dynamics
08:57 Matt’s Career Journey and Learning Experiences
11:46 Importance of Curiosity in Revenue Management
15:08 Role of Technology in Revenue Management
18:06 Lessons from Early Career Experiences
20:51 Final Thoughts and Toast to Hoteliers
Award-winning hotel general manager Greg Brady shares 8 essential leadership lessons from 30+ years running properties including Sofitel Sydney Darling Harbour (Australasian Hotel of the Year). Learn how to build lasting culture, stay calm during emergencies, build top performing teams, challenge outdated practices, and prioritise people over profits. Greg's unconventional path from teacher and police officer to top GM offers practical insights for hotel managers, hospitality students, and anyone leading teams.
Want to improve your hotel team’s revenue management and commercial acumen? Visit www.sknappconsulting.com
Hotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger.
Chapters
0:00 Meet Greg Brady: from Teacher to Award Winning Hotel General Manager
4:15 Lesson 1: One Quality a Hotel General Manager Needs to Succeed
6:14 Lesson 2: The Qualities That Can and Can't Be Taught
8:15 Lesson 3: Question Outdated Practices (The Minibar Problem)
11:07 Lesson 4: Gain Diverse Experience Across Hotel Types
12:55 Lesson 5: Show Calm Confidence During Emergencies
17:02 Lesson 6: The Secret to Creating Winning Hotel Loyalty Perks
18:45 Lesson 7: Culture Needs Constant Attention or It Will Drift
21:34 Lesson 8: Be Prepared for Unexpected Events
24:55 A Toast to Hospitality Workers
Dr David Haberlah has a geology PhD, taught third graders in Northern Queensland, and now leads AI globalisation at a major hotel tech company. He joins Shannon to discuss artificial intelligence in hospitality.
Learn why AI models have different personalities, how to handle employee data security, and how to match guests with experiences they'll actually love. Discover what to implement now, why fragmented hotel tech holds you back, and why live music and art are having a revival.
In this episode of the Hotelier Huddle, Shannon Knapp interviews hotel sales and marketing leader Tracy Martin, founder of the Wisdom Well, discussing her journey in the hospitality industry, the transition to hotel consulting, and the importance of integrity and guest experience. They explore sales strategies, the challenges of going solo, and the unique demands of hotel management, culminating in a toast to hoteliers everywhere.
00:00 Introduction to Tracy Martin
04:58 Evolution to Hotel Consultant: The Wisdom Well
10:11 Sales Challenges in the Hospitality Industry
14:59 Navigating Career Progression in Hospitality
20:07 Managing Guest Complaints and Expectations
24:57 The Entrepreneurial Leap: Going Solo
30:11 Final Thoughts and Toast to Hoteliers
Welcome back to the Hotelier Huddle — the hotel podcast for people running their own hotel or accommodation business, and for hoteliers ready to take the next step in their careers.
In this episode, host Shannon Knapp talks with Tamie Matthews, founder of RevenYou and a veteran revenue strategist, about the real puzzles behind hotel profits.
You’ll hear:
* Why chasing 100% occupancy isn’t always the best strategy
* Tamie’s candy analogy for understanding revenue (it’s fun and makes sense!)
* How trust, content parity, and OTA algorithms shape hotel bookings
* Career advice for rookies on starting with big brands vs independents
* The one “go to jail” rule Tamie has when it comes to staff respect
Whether you’re just starting out in the hotel industry or looking for a fresh perspective, this chat is packed with stories and lessons you can use straight away.
Chapters
00:00 Introduction
00:34 How Tamie Books Travel
02:57 Converting Direct Bookings
06:02 The Most Ridiculous Thing a Client Has Expected
11:17 Do We Focus Too Much On 100% Occupancy?
15:28 The OTA Algorithm Truth Serum
27:09 Learning from Different Hotel Departments
30:57 Sales vs. Revenue Management
33:08 Tamie's Superpower
33:16 Identifying Superpowers in Hoteliers
In this episode of Hotelier Huddle I speak with Alexia Kalis, CEO of the Kalis Group and owner operator of 8 hospitality venues in Tasmania, Australia. She generously shares sage tips and tricks for achieving success and staying out of the weeds!
Your Host: Shannon Knapp, CHIA, established SKNapp Consulting to capitalise on her decades of experience in hotel industry reservations, revenue optimisation, distribution and commercial management systems.
Visit: www.sknappconsulting.com to learn about training and consultation services
In this episode of Hotelier Huddle, a seasoned tourism and hotel sales manager and a revenue consultant discuss the evolution of the two disciplines and the importance of relationships, mentors, and incentives.