In the world of hospitality, service standards and procedures are essential for maintaining brand integrity and ensuring consistency. But what happens when you find yourself in a situation that requires flexibility? How do you know when to adhere strictly to the rules and when to bend them for the sake of exceptional guest experiences? In this episode, Corey and Rachel discuss how to navigate the grey areas of hospitality service standards with insights from expert Jamie Cooperstein. The conversation uncovers practical strategies to enhance guest experiences while maintaining brand integrity.

About our guest: Jamie Cooperstein in the owner and CEO of J. Cooperstein Hospitality Consulting, LLC and the author of True Hospitality: Lessons Learned from Behind the Concierge Desk. After having spent a decade as a concierge at both a luxury hotel and a luxury residence, Jamie now passes along her acquired knowledge to employees at a myriad of hospitality businesses. Jamie uses the principles of AAA “Five Diamond” service, which shaped her career, to educate employees who work behind or supervise those that work at front desk counters, host stands, customer service windows, in lobbies or over the phone. Learn more about Jamie at https://jcoopconsulting.com

In this episode, Corey and Rachel chat with Dr. Kimberly McGlonn to discuss the intersection of ethical leadership, purpose-driven business, and social responsibility, emphasizing the importance of morality, emotional literacy, and vulnerability in leadership. The conversation explores how hospitality brands can align profit with purpose and create cultures where people and communities thrive.

Key topics discussed, include:

• The role of morality in leadership decisions
• Emotional literacy and emotional design in organizations
• Building authentic and purpose-driven brands
• The importance of vulnerability and courage in leadership
• Aligning business practices with social and environmental impact

About Our Guest: Dr. Kimberly McGlonn is a speaker, author, and executive advisor working at the intersection of leadership, design, and social impact. Her work challenges leaders to move beyond performance and toward purpose, responsibility, and systems-level thinking. Kimberly is the author of The Leader's Work and Build It Boldly, as well as a columnist for Philadelphia Magazine, where her “Dear Kimberly” column explores leadership, identity, and navigating complexity with clarity.

More information about Kimberly can be found at:

https://www.drkimberlymcglonn.com/

https://builditboldly.com

Corey and Rachel chat with executive coach and leadership advisor David Dressler about the power of daily rituals and how small, intentional practices can create clarity, structure, and momentum in both life and work. Drawing from his experience co-founding Tender Greens and coaching high-performing founders and executives, David shares how rituals act as anchors in an otherwise chaotic day, helping you transition with purpose, show up more intentionally, and build deeper connections.

This conversation breaks down how to identify your core values, start small with sustainable habits, and create space for reflection so your rituals actually evolve with you. If you’ve ever felt stuck in reactive mode, this episode offers a practical framework to move with intention and is grounded in one simple but powerful question: Who do I need to be right now?

About Our Guest: David Dressler is an executive coach and leadership advisor with extensive experience working with founders and executives. He has a rich background in building and scaling businesses, including co-founding the successful restaurant chain Tender Greens. His unique perspective on rituals stems from his journey through the corporate world, where he learned the importance of mindfulness and intentionality. More information on David can be found at https://www.daviddressler.co/

Corey and Rachel chat with author, professor, wine writer, and historian Rod Phillips on the cultural impact of wine and how it evolved into a social staple over the centuries, influencing gatherings and community.

Key takeaways from the podcast include:

• Fom ancient rituals to modern gatherings, wine has been central to social interactions.
• The post-war boom established wine as a staple in family gatherings.
• Wine has transitioned into a symbol of culture and lifestyle beyond mere consumption.
• Younger generations are drinking less wine due to health concerns, influencing market trends.

Wine has traversed a long journey from ancient Greece to the modern table, evolving in significance and consumption patterns. As society shifts towards health consciousness and alternative socialization methods, understanding wine's cultural roots becomes increasingly important. For wine enthusiasts and casual drinkers alike, acknowledging its historical context can enrich the experience and foster deeper connections in our communities.

About Our Guest: Rod Phillips is a wine writer, wine historian, and wine judge based in Ottawa, Canada. He is also a professor of history at Carleton University where he teaches courses on European (especially French) history and the history of alcohol and food. Rod has written extensively on wine and its history including A Short History of Wine (2000), Ontario Wine Country (2006), Alcohol: A History (2014), French Wine: A History (2016), The Wines of Canada (2017), 9000 Years of Wine (2017), and Wine: A Social and Cultural History of the Drink that Changed our Lives (2018). He's a frequent contributor to NUVO Magazine, Canada’s leading luxury lifestyle publication, and contributes occasionally to The World of Fine Wine (U.K.). Rod has judged wine competitions in Canada, the US, France, Italy, New Zealand, and Chile, and serves as a judge for the TEXSOM International Wine Awards. More information on Rod can be found at https://www.rodphillipsonwine.com/

Collaboration is often misunderstood in creative industries. It is not merely about working together; it is about creating mutual benefits and shared investment. In this episode, Corey and Rachel chat with Sydney Welch, co-founder of The Maker's Table, to discuss the power of true collaboration and why it involves all parties contributing something meaningful. In their model, guests are not just attendees but active participants who enhance the overall experience. This approach transforms a typical dinner into a collaborative event where everyone's contributions are valued.

About our guest: Sydney Welch, author of The Art of Collaboration and co-founder of The Makers Table, loves working at the intersection of hospitality, creativity, and collaboration. Often referred to as a connector, she loves bridging the gap between the makers in her orbit to create opportunities for unexpected partnerships. With a background in education and high-ed Sydney takes an individualistic approach to every person and project that’s rooted in data and community building equally. Learn more about Sydney and The Makers Table at https://www.themakerstable.co/

Corey and Rachel explore the role of emotional design in creating memorable hospitality experiences with Dr. Teresa Alaniz, focusing on how emotions influence customer choices and brand loyalty. Topics covered include:

• The role of emotions in product and service design
• Strategies to expand emotional vocabulary for better design
• The impact of emotional triggers on customer loyalty
• Balancing functionality and emotional appeal in hospitality
• Practical steps to incorporate emotional design in business

About Our Guest: Dr. Teresa Alaniz is Director of Design Delivery for NiEW, a strategy consulting firm based in Italy and Abu Dhabi, that helps build systems, teams, and operating models that drive product innovation. She holds a PhD in Management Engineering and is the author of Emotion-Driven Innovation: A Methodology to Envision Emotion-Focused New Product Ideas.

In this episode of Strategy Sessions, Corey and Rachel discuss the importance of human connection in the wine and hospitality industry. They explore how recent trends, including Mark Cuban's investment in experiential events, highlight a shift towards face-to-face engagement. The conversation emphasizes the need for hiring staff with emotional intelligence, creating memorable experiences through storytelling, and championing local products to foster community engagement. The hosts also reflect on the challenges posed by technology and the importance of maintaining genuine human interactions in a digital age.

Corey and Rachel reflect on their journey through 20 episodes, discussing the importance of customer engagement strategies in the wine and hospitality industries. They explore various aspects such as showcasing authenticity through social media, the role of user-generated content, the impact of influencers, and the effectiveness of email marketing. The conversation also highlights the significance of seasonal programming and maximizing wine club engagement, along with building local partnerships to enhance community presence. The episode emphasizes that customer engagement is an ecosystem that requires continuous effort and strategy.