169 | Breathtaking Beauty
12/10/24 • 42 min
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.
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.
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.
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.
Previous Episode
168 | Celery in the Hoodie
Paul Bishop is an award-winning designer and the founder of Bishop Design, renowned for crafting immersive hospitality and entertainment venues worldwide. He has collaborated with iconic brands like Atlantis and global chefs such as Massimo Bottura. Susan and Paul talk about blending creativity, culture, and commerce.
Show Notes:
From Manchester to Dubai: Discover how Paul’s leap of faith to the Middle East turned a one-year plan into 28.
The Art of Play: Get the inside scoop on Playground, Paul’s award-winning venue that brings back the joy of childhood with adult-sized games, social interaction, and maybe a drink or two.
Local Meets Global: Learn how Paul customizes his projects to reflect the unique character of cities like Nashville, Miami, and Dubai.
The New Hospitality Frontier: Why dining isn’t just about food anymore—Paul explains how interactive entertainment and nostalgia are redefining guest experiences.
Celery in the Hoodie: Paul’s hilarious story of flying to China for marble and waking up covered in Bloody Mary remnants after an overzealous attempt at in-flight relaxation.
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.
Next Episode
170 | Very Pricey Photocopy
Pablo Torres is a seasoned hotelier with experience managing properties across Europe, from Spain to the UK. A revenue strategy expert, Pablo has trained hotel teams globally and collaborates with top industry software providers like Oaky. Susan and Pablo talk about creating customer-centric experiences, optimizing profit, and personalizing hospitality offerings.
From Night Audit to Revenue Maven: Pablo shares his journey from starting in night audit to becoming a sought-after expert in revenue strategy.
What is Ancillary Revenue?: Learn how hotels can transform overlooked offerings into profitable revenue streams and why they lag behind industries like airlines.
The Power of Upselling: Breakfasts and room upgrades? Pablo reveals simple upselling ideas that deliver immediate returns with minimal effort.
Lessons from Big Players: Pablo recounts a case study where a simple adjustment to staff incentives quadrupled a hotel’s upselling revenue.
Tech in Action: How tools like Oaky are revolutionizing the guest experience by personalizing offers and boosting hotel profit margins.
Dynamic Pricing is Everywhere: Surprising examples from McDonald’s to fine dining show how hotels can embrace this strategy without alienating guests.
Personalization is King: Pablo emphasizes using guest data wisely to create Netflix-like personalized experiences, driving loyalty and satisfaction.
Tips for Smaller Hotels: Strategies for monetizing lobbies, meeting rooms, and more by rethinking public spaces as mixed-use areas.
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.
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