The Turndown: The Podcast for Hoteliers

Richard Brosal is a hotelier who operates without “bricks or mortars.” As Co-Founder & Owner of Jet Luxury Resorts, a niche hospitality company in the condo hotel space in Las Vegas, Richard has the unique challenge of not only keeping guests happy but also satisfying the owners and investors of the properties he runs. He shares how rising inflation, costs, and guest expectations have presented hurdles in running a hospitality business in today’s post-pandemic world – plus details about his surprising and impressive morning routine.  
Additional resources on this topic: 
How to meet – and exceed – guest expectations 
Managing hotel guest communications for the modern traveler 
 

Having worked as a housekeeper in the past, Luka Berger, Founder & CEO of Flexkeeping, is passionate about bringing technology to properties that are still managing housekeeping using pen and paper. With some hotels either canceling, upselling, or charging for housekeeping, Luka also discusses solutions for forecasting staffing needs, plus the difference between implementing green initiatives vs greenwashing in housekeeping. 
 
Additional resources on this topic: 
Housekeeping training manual and SOP
Housekeeping Checklist

When we hear the word “sustainability,” we often think of green initiatives and the environment. Julie Cheetham, Founding Member & Managing Director of Weeva, a digital system for managing sustainability in tourism, helps hoteliers take a more holistic approach to sustainability, encompassing not only conservation, but also commerce, community, and culture. Julie discusses measuring your property's full sustainability impact, plus how to make positive choices as a traveler when it comes to choosing destinations and excursions.
 
Additional resources on this topic:
The top green certifications for your eco hotel (global & regional)
11 hotel eCommerce strategies for selling more rooms online

Asa Firestone started his career as a National Geographic grant-sponsored mountain climber and now runs a private, family-owned property that caters to adventure enthusiasts. From hair-pulling maintenance issues to starting a campervan and beer garden side venture right before the pandemic, Asa shares how he tackles the challenges of running bootstrapping businesses head-on – plus how he maintains a loyal staff to help shoulder the load. 
 
Additional resources on this topic: 
5 ways RV parks and campgrounds can boost bookings with software
How hotel operating costs affect the bottom line
 
 

Would you leave home without your wallet? James Lemon does. As Global Lead of Travel, Transport, & Leisure at Stripe, James relies on his digital wallet for making payments and works to connect the hospitality industry with the latest innovation in payments. What does a future of frictionless, invisible payments while traveling look like, and what challenges stand in the way of that? James explains, as well as shares funny stories of when he has gotten caught without cash on hand.
 
Additional resources on the topic: 
3 ways to provide a better payment experience for your guests
Hotel payment processing with Cloudbeds

As Vice President of Distribution at MGM Resorts, Sarah Fults is a hardcore hotelier who is known as a tough boss when it comes to managing partners. But when it comes to her team of 34, Sarah is a “mama bear” who knows all the kids’ and pets’ names. How does she keep that balance and manage to lead a loyal team even as many others in the industry are struggling with staffing issues? Sarah shares her experience, tips, and her ambition to design the perfect toiletry bag.
 
Additional resources on this topic:
Facing a labor shortage at your property? Here’s how technology can help
What is a GDS & how can it help increase occupancy?

When Giancarlo Carniani, General Manager of ToFlorence Hotels and President and Founder of the Hospitality Innovation Academy noticed that his hotel’s room rates were always selling at their peak, he had an idea – what if he stopped limiting the revenue management system and set the rates free? Hear about his experience removing the ceiling from his rate restrictions as well as how he handles recruitment, labor shortage, and what it was like to be on the frontlines of the Covid-19 pandemic as a hotelier. 
 
Additional resources on this topic: 
What is yield management? +9 strategies to boost your revenue
Revenue per Available Room (RevPAR) Calculator