Suite Success: Masters of Hospitality

On this episode of Suite Success, host Katie Cline sits down with David Goldstein, President and CEO of Travel Alberta. With more than 30 years of leadership experience spanning media, government, and tourism, David is rethinking the traditional role of destination marketing organizations, shifting the focus from simply attracting visitors to investing in the experiences that make them want to visit in the first place.

From developing Indigenous tourism experiences and encouraging travelers to venture beyond Alberta’s iconic destinations like Banff and Lake Louise, to experimenting with unconventional marketing channels, David shares how Travel Alberta is challenging industry norms. The conversation also explores the impact of AI on marketing, why storytelling will always matter, and why the most memorable hospitality experiences often come down to something surprisingly simple: empathy.

Timestamps:

00:00 Welcome to Suite Success

00:37 Meet David Goldstein

01:55 From Media to Tourism

03:26 Failing Forward

06:30 Entrepreneurial Nature

08:09 Innovation in Tourism

09:36 Indigenous Investments

12:40 Beyond Marketing

15:22 Three Legs of Tourism

20:55 Building Beyond Banff

25:11 Social Media and AI

26:47 Media Strategy

27:58 Platform Consolidation Risks

29:36 Fishing Where Others Aren’t

30:51 B2B Meets Consumer PR

31:45 Why Audio Connects

33:42 Co-Investing in Air Access

35:01 Two Perfect Alberta Itineraries

40:24 Indigenous Stories That Move You

44:40 Canada’s Wild Side

49:01 Best & Worst Experiences

55:20 Suite Summary

⁠Connect with David:⁠

⁠⁠⁠⁠⁠David's LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: https://www.linkedin.com/in/david-f-goldstein/

⁠Travel Alberta Website⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: https://www.travelalberta.com/

Links:

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⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Katie⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

What does it take to transform a 75-year-old hospitality brand without losing the very thing that made it iconic in the first place?

On this episode of Suite Success, host Katie Cline sits down with Carolyne Doyon, President and CEO of Club Med North America and the Caribbean, live from Skift Global Forum in New York City.

As the pioneer of the all-inclusive concept, Club Med has spent the past two decades reinventing itself as a premium hospitality brand, expanding far beyond the traditional beach vacation to offer everything from ski resorts in the Alps to safari adventures in South Africa. But through it all, the company has remained fiercely committed to its roots and the unmistakable "Club Med spirit."

Carolyne shares her unconventional journey from studying psychology to landing a job at Delta Air Lines without speaking a word of English, and eventually rising through the ranks at Club Med to lead more than 3,000 employees. She reveals how the company has successfully evolved alongside changing traveler expectations, why human connection remains its greatest differentiator, and what's next as Club Med sets its sights on reaching 100 resorts worldwide by 2035.

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Lodgify⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ &⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Bilt⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Suite Success listeners can enjoy 20% off all MONTHLY ⁠⁠⁠⁠⁠Lodgify⁠⁠⁠⁠⁠ plans for 1 year after redemption with code SUITESUCCESS20, valid from September 14 through October 16. Offer applies to Yearly and Bi-Yearly plans.

Timestamps:

00:00 Welcome to Suite Success

00:38 Meet Carolyne Doyon

01:43 From Montreal to Global Tourism

03:22 Delta Leap

07:19 Career Pivots

09:34 Joining Club Med

10:16 Premium Brand Shift

13:08 The “Club Med Spirit”

15:53 A Word from our Sponsors

16:50 Beyond the Resort

19:27 New Destinations

20:11 Surf and Safari Combo

21:03 Beyond Beaches

22:06 Setting Sail

23:24 Resort Growth Roadmap

24:52 St Croix

25:55 All Inclusive Rebrand

27:42 The Buffet, Reinvented

30:17 Sports and Trendspotting

31:36 Best and Worst Hospitality Experiences

35:19 Suite Summary

⁠Connect with Carolyne:⁠

⁠⁠⁠⁠Carolyne's LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: https://www.linkedin.com/in/carolyne-doyon-a708926b

Club Med Website⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: https://www.clubmed.com/

Links:

Apple Podcasts - ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Link⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

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Suite Success Website - ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Link⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Katie⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

On this episode of Suite Success, host Katie Cline sits down with Angela Val, President and CEO of Visit Philadelphia, to talk about her remarkable journey from answering phones as the organization’s receptionist to ultimately leading it as CEO.

Angela shares why she didn’t apply for the CEO role the first time it became available, what finally gave her the confidence to go for the top job, and how she learned to lead by embracing her own strengths, blind spots and vulnerabilities. She also opens up about stepping into the role at a particularly difficult moment for the organization and why rebuilding the team with empathy became her first priority.

Katie and Angela also dig into what it actually takes to market an entire city. Angela explains why Visit Philadelphia sees itself as being in the “people attraction business,” how major events like America’s 250th anniversary and the FIFA World Cup can create an impact far beyond tourism dollars, and why changing the perception of a destination can be just as important as changing the reality.

Plus, Angela shares her perfect 48-hour itinerary for Philadelphia, from where to stay and shop to the bakeries, museums and neighborhoods worth exploring.

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Lodgify⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ &⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Bilt⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Suite Success listeners can enjoy 20% off all MONTHLY ⁠⁠⁠⁠Lodgify⁠⁠⁠⁠ plans for 1 year after redemption with code SUITESUCCESS20, valid from September 14 through October 16. Offer applies to Yearly and Bi-Yearly plans.

Timestamps:

00:00 Welcome to Suite Success

00:37 Meet Angela Val

02:04 Falling for Philly

04:42 Selling the City

06:04 Perfect 48 Hours

09:48 Growth and Development

11:55 Philly Vibe

13:46 Misconceptions and Reality

15:57 A Word from our Sponsors

16:55 More Than Cheesesteaks

17:42 Receptionist to CEO

22:25 Stepping Into Leadership

25:08 Leading With Vulnerability

27:37 Hiring for Blind Spots

29:25 Empathy as Leadership

30:26 Rebuilding After COVID

31:47 New Office, Fresh Start

33:35 Guiding Star

34:17 Lean Team Strategy

36:13 Letting Go of Control

38:08 Marketing a City

39:36 Impact Beyond Numbers

42:30 People Attraction Business

44:01 What's Next for Philly

47:08 Best and Worst Hospitality Experiences

50:29 Suite Summary

⁠Connect with Angela:⁠

⁠⁠⁠Angela's LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠⁠: https://www.linkedin.com/in/angela-val-8252356

Visit Philadelphia Website⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: https://www.visitphilly.com/

Links:

Apple Podcasts - ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Link⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

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⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Katie⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

On this episode of Suite Success, host Katie Cline sits down with Anuraag Bhatnagar, CEO of The Leela Palaces, Hotels and Resorts, and explores his hospitality “calling,” hiring for values, and delivering luxury through deep human connection and anticipatory service rather than transactional SOPs.

Bhatnagar shares lessons from Oberoi (commitment to excellence and detail), Starwood (distinct brand DNA), and Marriott (operational rigor), then explains Leela’s post-acquisition “Leela 2.0” strategy: preserve authentic true Indian luxury while adding global best practices, technology, and commercial discipline.

He highlights initiatives like the nightly cultural ceremonial ritual, the Leela Palace Service with eight personalized touchpoints to remove friction, innovative food-and-beverage programming (about 40% of business), and Ojasya wellness evolving into longevity-focused integrated wellness.

He also outlines growth from 8 to 15 operating hotels with 10 more in development and previews Leela’s first international project, a Palm Jumeirah Dubai resort planned for 2028.

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Lodgify⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ &⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Bilt⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Suite Success listeners can enjoy 20% off all MONTHLY ⁠⁠⁠Lodgify⁠⁠⁠ plans for 1 year after redemption with code SUITESUCCESS20, valid from September 14 through October 16. Offer applies to Yearly and Bi-Yearly plans.

Timestamps:

00:00 Welcome to Suite Success

00:37 Meet Anuraag Bhatnagar

01:50 Hospitality as a Calling

03:18 Service Mindset

05:39 Hiring for Values

08:45 Lessons from Top Brands

12:48 Leela Strategy 2.0

15:38 Guests and Rituals

18:55 True Indian Luxury

21:49 A Word from our Sponsors

22:47 Generations of Guests

25:32 Food and Beverage

30:18 Wellness

33:21 Authentic Spa Touches

34:42 Mastering the Departure Experience

35:36 Farewell Surprises

38:38 When Hotels Get It Wrong

41:12 Why Leela Chose Dubai

44:12 Growth Pipeline

45:17 Picking a Favorite Property

48:05 Best and Worst Experiences

51:46 What Hospitality Means

54:42 Suite Summary

⁠Connect with Anuraag:⁠

⁠⁠Anuraag's LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠: https://www.linkedin.com/in/anuraag-bhatnagar/

The Leela Palaces, Hotels and Resorts Website⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: https://www.theleela.com/

Links:

Apple Podcasts - ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Link⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Spotify - ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Link⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Suite Success Website - ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Link⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Katie⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

On this episode of Suite Success, host Katie Cline sits down with Larry Cuculic, president and CEO of BWH Hotels, the global hospitality company behind brands including Best Western Hotels & Resorts, WorldHotels and SureStay Hotels.

Before entering the hospitality industry, Larry spent 20 years in the U.S. Army, where his career took him from West Point to serving as a prosecutor and military judge. Today, he draws on many of the same lessons he learned in the military—discipline, accountability, trust and taking care of others—to lead thousands of hotels around the world.

Katie and Larry discuss his unconventional path from the Army to the C-suite, why guest experience is BWH Hotels’ number-one KPI, and the direct relationship he sees between taking care of guests and driving revenue. They also explore why technology can never replace genuine hospitality, how AI is changing the way travelers search for hotels, and what hotel companies need to do now to adapt.

Larry also shares why he left the Army after 20 years, what 55 years with his high school sweetheart have taught him about listening and relationships, and why, whether he’s leading soldiers, lawyers or hoteliers, taking care of people has remained the common thread throughout his career.

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Lodgify⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ &⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Bilt⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Suite Success listeners can enjoy 20% off all MONTHLY ⁠⁠Lodgify⁠⁠ plans for 1 year after redemption with code SUITESUCCESS20, valid from September 14 through October 16. Offer applies to Yearly and Bi-Yearly plans.

Timestamps:

00:00 Welcome to Suite Success

00:38 Meet Larry Cuculic

01:32Joining the Army

04:38 Family First

07:16 Leadership Lessons

09:57 Why Hospitality

13:02 West Point Mindset

14:48 Swimming and Reflection

17:59 A Word from our Sponsors

18:59 Marriage and Balance

22:14 From Counsel to CEO

25:05 Brand Standards

28:00 Guest Experience

34:05 Tech Enables Hospitality

35:36 Future Travel and Brands

40:21 What’s Next for BWH

46:12 Best and Worst Hospitality

48:33 What Hospitality Means

49:34 Suite Summary

⁠Connect with Larry:⁠

⁠Larry's LinkedIn⁠⁠⁠⁠⁠⁠⁠: https://www.linkedin.com/in/larry-cuculic/

⁠⁠⁠⁠BWH Hotels Website⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: https://www.bwhhotels.com/

Links:

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