Top Floor

Peter Follows, founder of Carpedia, has spent over 30 years helping businesses turn strategies into actionable results. From working with industrial giants to hospitality leaders like Ritz-Carlton, Peter’s expertise lies in optimizing operations and aligning teams for success. Susan and Peter talk about labor challenges in hospitality, the hidden power of implementation, and the potential of AI to transform the industry.

Bridging the Strategy Gap: Peter reveals how Carpedia started by addressing the disconnect between strategy creation and implementation, ultimately carving a niche in operational consulting.

The Ritz-Carlton Pivot: Learn how a serendipitous cold call led Peter’s firm into hospitality consulting, pioneering the application of lean manufacturing principles to service industries.

Labor Challenges in Hospitality: Peter breaks down labor optimization into three dimensions: process efficiency, planning systems, and managerial interaction.

Owner vs. Brand Tensions: Peter discusses navigating the nuanced relationships between hotel brands, management companies, and owners, and how Carpedia manages to balance competing priorities.

AI’s Role in Hospitality: From housekeeping to revenue management, Peter explores the untapped potential of AI to revolutionize operations beyond surface-level automation like check-in kiosks.

Implementation’s Messy Magic: Why great ideas aren’t enough—Peter explains how implementation uncovers hidden roadblocks and refines strategies to ensure sustainable improvements.

Unlikely Lessons: Peter shares anecdotes of unexpected challenges, like elevator bottlenecks and community-driven constraints on staggered shifts, that highlight the importance of context in operational changes.

Advice for Independents: Practical tips for small operators to compete with big brands, from leveraging group purchasing to understanding their unique customer appeal.

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Geetika Agrawal is a designer and entrepreneur with a career that spans architecture, digital product creation, and cultural preservation. Formerly of Disney Imagineering and MasterCard, she has reimagined travel through Vacation With An Artist (VAWAA), a platform that connects travelers with master artisans for immersive craft experiences. Susan and Geetika talk about bamboo bicycles, beekeeping, and adventure.

Taking the Leap: Geetika shares how she transitioned from working for global brands like Disney Imagineering and MasterCard to launching her passion project, Vacation With An Artist (VAWAA).

Design Thinking for Life: How Geetika’s background in architecture shaped her ability to design human-centered experiences in both digital products and cultural initiatives.

Crafting Connections: The transformative experiences of learning centuries-old crafts from master artisans worldwide, from Kyoto calligraphy to Napa Valley beekeeping.

Travel with Purpose: Why experiential learning vacations are more than just trips—they're immersive journeys into tradition, innovation, and personal growth.

The Future of Craftsmanship: Geetika predicts a revival of traditional crafts as tools for creativity and cultural preservation in a rapidly digitizing world.

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Niamh McAnally is an adventurer and author who has traveled the world as a hotelier and volunteer. With a career spanning from actor and director in Ireland to suba instructor on Key Largo, she’s mastered the art of reinvention. In her book Following Sunshine, she chronicles her global volunteer journey, delivering insights on travel, resilience, and living boldly. Susan and Niamh talk about storytelling, sustainability, and self-discovery.

From Broadway to Beaches: Niamh shares how her theatrical upbringing in Ireland shaped her journey, from acting and directing to scuba diving and luxury hotel management on the remote island of Sark.

Island Life Hacks: Ever wonder what managing a hotel on an island with no cars, airports, or shopping malls teaches you? Niamh spills the beans on logistics, hiring for personality over experience, and making the best of tractor deliveries.

Following Sunshine: Learn how Niamh’s passion for storytelling and exploration inspired her memoir about travel, personal growth, and finding connections around the globe.

Adventures in Volunteering: From tutoring in Tonga to marine conservation in Kenya, Niamh reveals the highs, the lessons, and even a few cringe-worthy moments of volunteering worldwide.

Life Lessons for Travelers and Dreamers: Niamh’s advice on minimalism, adaptability, and trusting your instincts will inspire you to pack light and follow your dreams.

Tips for Smaller Hotels: Strategies for monetizing lobbies, meeting rooms, and more by rethinking public spaces as mixed-use areas.

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Michelle Pascoe is a Sydney-based expert in hospitality and customer service with over 30 years of experience. As the founder of her own consultancy and host of the Michelle Pascoe Hospitality Podcast, she helps businesses improve customer engagement and operational efficiency. Susan and Michelle talk about navigating the complexities of a multigenerational workforce.

Can we still ask employees to smile? Michelle digs into employee morale and the changing expectations of customer-facing roles.

A career-defining bad interview: Michelle recounts a shocking job interview that tested her values and ultimately led her to start her own business.

Navigating generational differences: Learn Michelle’s strategies for managing a workforce that spans Baby Boomers to Gen Z.

Leadership built on values: Michelle shares her no-nonsense leadership philosophy—know your values, live by them, and lead with integrity.

Consistency is king: From setting service standards to handling customer complaints, Michelle emphasizes the importance of consistency.

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.

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James Ferguson started his hospitality career at the front desk and worked his way up through operations and leadership roles. Now, as Director of Culture at Wurzak Hotel Group, he focuses on employee experience and engagement with the goal of making workplace culture his company’s strongest asset. He’s also the author of The Confetti Culture Playbook, a guide to building high-performing teams through recognition, reward, and real connection. Susan and James talk about cool titles and crazy weddings.

What you'll learn about:

🎉 Confetti Cleanup 101: James shares the ultimate hack for dealing with post-wedding ballroom disasters. (Hint: Leave the regular vacuums out of this.)

👔 Suit Up for Success: How a front desk job and a sharp suit transformed James' confidence—and his career trajectory.

🏨 From GM to Culture Guru: Why James took a step back from a general manager role to refine his leadership skills before stepping into a bigger game.

📖 Confetti Culture Playbook: The surprising backstory of how a personal leadership playbook turned into a published guide for workplace excellence.

🤝 Director of Culture – Best Job Ever?: James explains what his role entails and why every company needs to rethink how they engage employees.

🚀 Your Culture Is Your Competitive Edge: The dramatic shift in how hotel companies attract, retain, and inspire their teams—and why it’s more crucial than ever.

🔥 Recognition Over Pizza Parties: Why celebrating employees properly is not about cheap perks but about real engagement that moves the needle.

🤯 Wedding Drama in the Lobby: The jaw-dropping loading dock story that could easily be mistaken for a reality TV plot.

📚 Grab James's Book: https://theconfetticultureplaybook.com/

🎧 Listen now and level up your workplace culture! If you loved enjoyed this episode want more like it, please subscribe, share, and leave a review. Need your burning hospitality questions answered? Call or text the hotline at 850-404-9630 to be featured on a future episode!