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Today, host Dan Ryan sits down with Bonnie Campagnuolo, Global Brand Head of Embassy Suites by Hilton. The discussion follows the intricacies of hospitality, brand strategy, and evolving customer needs. Bonnie shares her journey from advertising to hospitality, her insights on brand evolution, and the importance of creating a guest-centric experience. They explore Embassy Suites' recent design changes, the importance of model rooms, and integrating technology in hospitality.

Takeaways:

• Embrace the need for brand evolution or revolution based on market demands and guest needs.
• Regularly gather and incorporate feedback from guests on room functionality and amenities.
• Ensure key stakeholders, including housekeeping and operational teams, have input in the design process.
• Conduct extensive research via surveys, focus groups, and in-room studies to understand guest behaviors and unmet needs. Ask guests how they use space and what features are most important to them.
• Allow owners flexibility in design, while also ensuring brand consistency.
• Experiment with new technologies to improve guest experience as well as operational efficiency.
• Be open to career moves that might seem non-linear but can provide valuable experiences and insights. Avoid limiting beliefs in yourself and your abilities.

Quote of the Show:

“Make decisions that leave doors open, not ones that close doors. Be open, work on different clients, learn different types of business.” - Bonnie Campagnuolo

Links:

• LinkedIn: https://www.linkedin.com/in/bonnie-campagnuolo-7b31244/
• Embassy Suites LinkedIn: https://www.linkedin.com/company/embassy-suites/
• Website: https://www.hilton.com/en/

Shout Outs:

• Chris Nassetta https://www.linkedin.com/in/chrisnassetta/
• Universal Studios https://www.universalorlando.com/web/en/us
• Walt Disney World https://disneyworld.disney.go.com/
• Marriott Vacation Club https://marriottvacationclub.marriott.com/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/