Top Floor

Gustavo Viescas is the president of Wyndham Hotels and Resorts for Latin America and the Caribbean. After more than two decades in finance, Gustavo's role has grown to encompass launching a new all-inclusive brand and leading 266 hotels. Susan and Gustavo talk about balancing financial acumen with leadership that emphasizes emotional intelligence. What soft skills Gustavo had to develop to become President. Why consistency between price and product is key to customer satisfaction. Why balancing short-term and long-term decisions is a critical challenge in leadership. How Gustavo and team launched the all-inclusive Wyndham Ultra brand during the pandemic. What branding initiatives Gustavo has championed, including all-inclusive travel for all. How branding plays a crucial role in long-term business success, despite challenges in measuring ROI. Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.

Stephen Galbreath is the Chief Development Officer and Head of Design and Construction at Garfield Public Private, specializing in the development of convention centers, hotels, and essential municipal buildings. Stephen helps cities and government entities build impactful infrastructure that drives economic growth and revitalizes communities. Susan and Stephen talk about the benefits of convention business and bullet-proof vests. What challenges arise when working with municipalities on hotel projects. When Steve transitioned from architecture to public-private partnership development. Where Garfield Public Private operates and the types of projects they specialize in. How the ownership structure of a convention center hotel differs from typical hotels. What economic impact a convention center hotel can have on a local community. How Steve's experience in architecture influences his current role in hotel development. Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.

Kevin Fedarko is a magazine writer, adventurer, and author of A Walk in the Park: The True Story of a Spectacular Misadventure in the Grand Canyon. Kevin traversed the 800-mile distance of the Grand Canyon over a year and was surprised that he lived to write about it. Susan and Kevin talk about silence, light, and hubris. What you'll learn about in this episode: How to pack light Who helped Kevin avoid certain death Why the Grand Canyon is so difficult to hike What the transformational power of silence is What makes the Grand Canyon's landscapes and silence such valuable, fragile resources When Kevin realized the journey would evolve from a magazine article to a full book Why Kevin believes difficult experiences, like his hike, lead to deeper personal growth Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.

Tim Hentschel is the founder of HotelPlanner, which sought to digitize the analog process of booking group business in hotels. HotelPlanner has changed a lot since it launched, and Tim is now exploring other ways to digitize analog processes in the hotel industry. Susan and Tim talk about automating relationships, over-managing rate strategy, and innovating in a tech resistant industry.  What you'll learn about in this episode: Why AI might not fully replace human agents in high-touch services. How the flexibility of gig work is gamified for customer service agents. How AI is being integrated into HotelPlanner's customer service operations. Why the hospitality industry is resistant to fully automating meeting space bookings. What challenges revenue management systems face during high-demand events like the Olympics. Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.

Adam Tuttle is a luxury hotel veteran and founder of Yipy, an app that helps hotels digitize their service standards so that nothing gets missed. After working with a multitude of hotels of all types, Adam realized that the burden of managing standards from multiple sources was too big, so he came up with a way to combine them in one spot. Susan and Adam talk about why luxury hotels are so expensive and what to do when confronted with royal vomit. What you'll learn about in this episode: Where Susan picks up trash What service should feel like When Adam picked the hotel business How much luxury hotel rooms sell for Why there are so many standards in the hotel industry Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.

Mindi Cooke is fashion executive turned reunitor of lost things. As SVP of Business Development at Reunitus, Mindi helps airlines, ski mountains, and hotels use software to match lost items with their owners. Susan and Mindi talk about stuffed animals, iPads, and Chanel. What you'll learn about in this episode: Where to label your suitcase. What percentage of lost luggage is found. How hotels outsource lost-and-found services. Which lost items are most important to return. Why Unclaimed Baggage pays for lost items in advance. Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.

Matt Casella is a former finance guy and restaurant automation entrepreneur who serves as President of Richtech Robotics. The company creates robots who cook, clean, and serve drinks, including their latest invention, Adam. Susan and Matt talk about automation, experience, and the perils of opening a restaurant. What you'll learn about in this episode: Who is Adam? When to ignore advice Why finance sometimes leads to food What recipe Matt is best at preparing How to improve upon past humanoid robots Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.

Andrea Piana is committed to a sustainable, zero-waste economy, so it may come as a surprise to learn that he is CEO of a more than 400-year-old textile company, Piana Technology. Andrea has created a new bed that is made with non-woven fiber, is 100% recyclable, and is designed to give hotel guests a luxurious night's sleep. Susan and Andrea talk about thinking, innovating, and skiing. What you'll learn about in this episode: How non-woven fabrics and calming molecules help sleep How Andrea got interested in sustainability Why personal values can guide a company What a circular economy means to Piana Where 50K mattresses per day end up Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.

Ali Krupnik is founder of MyWellCo, a wellness events company. Ali is passionate about bringing wellness to corporate events without it having to be yoga. Susan and Ali talk about floating in a chair and fighting phone stress. What you'll learn about in this episode: How to lower stress When to bring your pillow Who hires MyWellCo for events What you can do for better sleep Why wellness is not the same thing as yoga Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.

Jennifer Barnwell is president of Curator Hotel and Resort Collection, a consortium of about 100 independent hotels across the US who have joined forces to create more buying power and give consumers one place to find independent lifestyle hotels. Curator's mission is to help independent hotels stay independent, and Jen has enough industry experience to lead the way. Susan and Jen talk about number crunching and bank fraud. What you'll learn about in this episode:  What lifestyle hotels are How buying power helps independents When data helps and hurts the hotel business Where to look for experiences that are truly unique Who are the best people (hint: starts with H, ends with otel) Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select “Write a Review.” Be sure to let me know what you liked most about the episode! Also, if you haven’t done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.