Werben im Podcast: SMACK Hospitality

"The guest is God." While the rest of the world builds cookie-cutter luxury, Puneet Chhatwal is here to school the industry on what luxury hospitality with a soul actually looks like. As the MD & CEO of The Indian Hotels Company Limited - the force behind Taj Hotels - he's leading the charge on building a global empire powered entirely by emotion. Recorded at the brand-new Taj Hessischer Hof in Frankfurt, Fritz gets the full breakdown from Puneet on how it's done… Here's the deal: - East Meets West: How do you land an iconic Indian brand in the heart of Europe without losing an ounce of its soul? Like this. - The Art of Arrival: Forget a welcome drink. We're talking horse-drawn carriages and literal rose petal showers. Yes, really. - Beauty, Not a Beast: How to run a 645+ hotel beauty (his words, not ours!) and make every single one feel special. The full episode is live, if you need a reminder of what hospitality with a pulse feels like, this is it. And last but not least… This month of SMACK was brought to you in partnership with our friends at the Future Hospitality Summit, check them out in the comments. Enjoy the show!

350 hotels. 58 countries. And they reject 95% of hotel applications. Ouch. Fritz caught up with Stijn Oyen, Managing Director of Design Hotels, at upnxt26 - organised by Elevatr Hospitality - to talk about how you build a global brand without selling your soul… Fun fact: Stijn's career started in a two-star Michelin kitchen. He still runs hospitality like a chef: teamwork, zero compromises, and every detail has to be perfect or it doesn't leave the pass. Now, here's what Stijn shared: - Curation is the Superpower Design Hotels gets 400+ applications a year. Only 5% make it in. They're not just collecting properties, but rather building a community of visionaries. (And 60% of their owners are first-timers. Bold moves only.) - The Marriott Trade-Off Design Hotels brought Marriott 90 new destinations. In return? Access to Marriott Bonvoy's global reach and serious commercial firepower, while staying fiercely independent. - Travelers Want to Be Changed Nobody books a trip to feel exactly the same afterward. People want to learn something, connect with locals, and come home as a slightly better version of themselves. The bar has officially been raised. So… Ready to hear how Design Hotels stays fiercely independent while playing in the big leagues? Hit play. This month of SMACK is sponsored by RoomPriceGenie.

What if the best hotels stopped trying to worship you? Flo just sat down with Lily Wecker, CEO of Aethos, who's building hotels that treat you like an actual human being. No pedestals, no scripts: just real conversation, human to human. Revolutionary? Maybe. Refreshing? Absolutely. This episode was recorded at the amazing IHIF EMEA, and is brought to you by our sponsor RoomPriceGenie. Check them out in the comments! Now, here's the tea Lily spilled: - Gen Z Is Lonely (And Aethos' Got the Fix) Gen Z: socializing less, dating less, drinking less. Living their best lives? Not quite. Aethos stepped in with programming, emotional density (yes, that's a thing), and spaces literally designed for you to bump into interesting humans. - They're the Impressionists of Hospitality Lily compared their current bold brand campaigns to 19th-century rule breakers. The impressionists were controversial, rejected, mocked, and then became icons. The take-away: Aethos isn't afraid to experiment, break a few rules, and be avant-garde. - Owner's Mindset = Superpower Lily's leadership philosophy? Own your mistakes, give your team psychological safety to experiment, and stay relentlessly optimistic. That's how you build something that lasts. Ready to rethink everything you thought you knew about luxury? Hit play. Enjoy the show!

“There are a lot of logos in this industry. Very few brands.” When Barbara Muckermann, CEO of Kempinski Hotels, drops a line like that at the Hotel Adlon Kempinski Berlin, you sit up straight. What's the difference between a real luxury brand and just a fancy logo, you may ask? In the latest SMACK episode, Fritz gets the unfiltered answer from Barbara. They're talking heritage, gravitas, and turning the 'good life' into a serious business model. On the table: - Logos vs. Brands Why most “luxury” brands are just logos with attributes, and how a 170+ year-old brand gives Kempinski an unfair advantage. - The Good Life Kempinski as the curator of joy: open-to-the-city lobbies, locals in the bar, and giving guests “permission to enjoy.” - Asset-Heavy, On Purpose Why Kempinski is moving towards more asset control in a world obsessed with asset-light models. Tune in now on all platforms and hear how one of hospitality’s sharpest brand minds is steering a luxury icon into its next chapter. Enjoy the show!

What if the most important career advice you get this year comes from an ex-investment banker? That's exactly what happened when Florian sat down with the incredible Eu Chin Fen, CEO of Frasers Hospitality, for a LIVEPodcast at IHIF EMEA’s Under 30s Hangout. Eu Chin Fen didn't come from a traditional hotel background, and that's exactly why her take on how to win in this industry is a highlight. Here's a taste of the wisdom she dropped: - Connect the dots (all of them) Your job isn't just your department. From the FrontDesk to the P&L, understand how the whole thing works. Know which line item your role impacts. That's your superpower. - AI can't replace your judgment So, stop panicking about robots taking over! Tech is just a tool. Your real, irreplaceable value comes from your experience and the judgment calls you make. AI can't do that for you. - Authenticity is non-negotiable The most important leadership skill? Being a real human. Especially in a crisis, being vulnerable and finding the "path of truth" is what actually inspires people. Forget the old-school playbook. Ready for a career masterclass without the corporate fluff?

"Projects always go wrong." That’s not us being cheeky, that’s a direct quote from a VP of Development. This week, Florian’s got Jan Heringa, VP Development and Project Management at Leonardo Hotels, in the SMACK spotlight. From kitchen chaos at 15 to masterminding the launch of iconic brands like NYX Hotels by Leonardo Hotels across Europe, Jan’s career is pure, unfiltered hotelier grit. But trust us, it’s not all smooth openings and clinking champagne glasses. They’re tearing down the curtain on: - The investment strategy that powered Leonardo Hotels’ massive Central Europe expansion, fifteen new properties in just one year - The absolute chaos of hotel construction, and the learning process behind budget overruns, timeline nightmares, and finding five layers of tiles during a renovation - Why sustainability became a must in the hospitality industry—it’s gone from “nice-to-have” to the only way to sign new deals and secure financing in today’s market Now, here’s Jan’s unvarnished advice for young hoteliers: forget shortcuts. Walk the talk, get your hands dirty in every department, and build that solid foundation. Ready for the truth about building a hospitality empire, straight from the guy who lives it? Enjoy the show!

The brand is sold, the tech is integrated, and a new star is rising. If you are wondering what hotel operations will actually look like in the next few years, Lennert De Jong is already there, blueprint in hand. In the latest SMACK episode, Florian sits down with the CEO of Another Star (and ex-CitizenM legend) to unpack one of the most talked-about moves in hospitality lately: CitizenM selling the brand to Marriott. Yep. That one. They get into how Lennert and his team pulled off a record-speed tech integration in four months (casual) and why the so-called “death of loyalty” is wildly exaggerated in the age of AI. What is on the table: - The Marriott move: why selling the brand but keeping operations was the smartest scale play in the room. - Another Star is born: how CitizenM turned into a white-label operator with serious firepower. - AI and distribution: why AI agents might actually help hotels claw back direct bookings from the OTAs. - Loyalty, upgraded: why Marriott Bonvoy is still a cheat code for conquering the world’s biggest cities. Hit play on all platforms and check out how Lennert and his team decided to flip the game once again. Think big hotel chains are dinosaurs? This episode might ruin that narrative. Enjoy the show!

Building a travel media empire isn’t for the faint-hearted, and Rafat Ali knows exactly what he’s talking about. This December, Fritz sits down with Rafat, founder and CEO of Skift, for a conversation loaded with insider insights on travel media, startups, and the raw realities of running a global brand. They get into everything from how Skift carved out a voice that matters worldwide, to keeping pace in a whirlwind industry, Rafat’s personal journey navigating the rollercoaster of entrepreneurship, and even their thoughts on New York’s new mayor, Zohran Mamdani. In other words, here’s what you’ll hear about: - Media Mastery: how Skift became the global voice of travel, and how Rafat sees the next chapter unfolding - Industry Dynamics: what’s actually driving travel trends beyond the headlines and the hype - Founder Life: his personal path and the lessons learned Hit play, this one hits both the head and the gut. Enjoy the show!

Money talks, but hotels walk the walk! And Dirk Bakker knows exactly which ones are worth your attention… We’re warming up this month of November with an episode packed with insider perspectives from Dirk, Head of EMEA Hotels at Colliers. During the Future Hospitality Summit 2025 in Dubai, Dirk and Fritz dove into what’s shaping hotel investments, how destinations get Instagram-famous overnight, and much more... In other words, you’ll hear about: - Investment Outlook EMEA: trends, risks, and where the smart money is going - Travel & Experience: the destinations that still deliver jaw-dropping guest moments - AI & Service: which parts of hospitality tech can replace humans, and which can’t… Enjoy the show!

What does it really take to grow a hotel brand across continents? SMACK is back with an episode packed with insider insights from Elie Milky, Chief Development Officer of Radisson Hotel Group for the Middle East, North East Africa, Cyprus, and Greece. In preparation for the upcoming Future Hospitality Summit, he joined Fritz in Dubai to unpack how Radisson Hotel Group develops brands that last, navigates lifestyle hotels, and explores the booming world of branded residences. In this episode: • How Radisson Hotel Group sniffs out concepts that actually stick as brands • Lifestyle hotels: why being “cool” beats collecting stars • Branded residences: hype, bling, and whether buyers actually get their money’s worth • Europe vs Middle East: markets, madness, and money moves If you thought hotel development was boring… think again. Enjoy the show!

Two industry titans in one iconic room?! SMACK Season 7 is officially starting, and we couldn’t think of a better way to kick it off. Christopher Hartley, CEO of Global Hotel Alliance, and Simon Naudi, Group CEO of Corinthia Hotels, joined Fritz at the stunning Corinthia Grand Hotel Astoria Brussels during the GHA’s annual CEO meeting. The result? A masterclass in loyalty, luxury, and GRAND Boutique. In this Season 7 opener: • Why GHA’s #loyalty model is winning over independent brands • How #Corinthia blends grand hotels with boutique soul • What tomorrow’s #luxurytraveler actually wants, and expects • Why local authenticity still rules in a global game This bomb of an opening episode is live now on all platforms! Hit play, take notes, and welcome to a brand new season of SMACK. Enjoy the show!

First it was finance spreadsheets, now it’s suite dreams: Ian Di Tullio’s journey to the top of Minor Hotels is anything but ordinary. Let’s just say: it started with data and ended with loyalty (lots of it). We mic’d up with the Global Chief Commercial Officer, Ian Di Tullio, who went from flying high with Air Canada & Accor to shaking up hospitality from Bangkok with brains, heart, and some serious backend magic. In this one, we get into: - What the airline industry taught him about innovation and squeezing margin magic - How data & AI = power (when you actually use it right) - And why respect > synergy when it comes to brand acquisitions Enjoy the show!

Say hello to Samuel Njoroge, Director of Quality Assurance & Sustainability at Millennium Hotels and Resorts MEA, joining our latest Breaktime episode with the fabulous Mari. Talking trash (literally), tech, and turning purpose into planet-saving action. From phone operator in 2009 to full-blown eco-legend today, Samuel’s journey is pure SMACK: hustle, heart, and a whole lot of green ambition. What’s on the Breaktime menu? - Climbing the ranks and building a regional sustainability strategy that actually works - AI-powered bins, data-driven food waste reduction, and how Winnow helped save 21,000+ meals - Why educating kids to plant trees and clean beaches is both adorable and revolutionary (warning: might trigger proud-parent tears) His vibe? Calm, clear, and climate-conscious: “Sustainability isn’t just CSR. It’s everyone’s responsibility – and it starts at home.” Enjoy the show!

From courtroom to boardroom, now serving global hospitality with that Spanish spice. Meet María Zarraluqui, VP of Global Development at Meliá Hotels International, lawyer-turned-development-queen and Mallorca-based hospitality firecracker. We caught up with her at IHIF2025 in Berlin, where our host Florian had the mic, and María brought the magic. In this episode: How a life twist landed her at Meliá... where 25 years later, she’s still rocking the show. Why Spanish hospitality isn’t just service: it’s soul, sunshine, and secret sauce. How “Mujeres en Hospitality” started as a Friday video call and turned into a full-on movement of mentoring and powerful community. Her vibe? Big energy, bigger wisdom: “Believe in yourself, raise your voice, make your knowledge and your capabilities visible.” Enjoy the show!

Swiping Right on Luxury & Small Hotels. The wait is finally over… As you might know, Richard Hyde, COO of Small Luxury Hotels of the World, took the hot seat SMACK Live at Young Hoteliers Summit at #EHL in Lausanne and here comes his podcast episode. From his slide into hospitality to building what he calls the “Tinder of Hotels” – matching dream stays with the perfect guests – Richard spilled the tea about working with SLH with style, wit, and a whole lotta love for the world of small luxury. This exclusive SMACK Live episode dives into: - What a day in the life of a COO really looks like (spoiler: it involves strategy, sales, numbers, and his amazing team). - The secret life of SLH’s mystery inspectors (yes, they’re real – and no, they’re not paid). - The new Unplugged Collection: massive phone detox, luxury edition. - His dream hotel: small, warm, Italian, and family-style hospitality that sticks with you forever. Also, if you’re someone who tries to dodge long emails and Zoom marathons to have real conversations instead: Richard might just be your new role model. So tell us… If hotels were on Tinder, who would you swipe right on? Enjoy the show!