Hospitality at Work, a new podcast sponsored by Xclusive Services, brings together leaders from across the hospitality industry for candid conversations about how they build, lead, and motivate the teams that bring the guest experience to life.
These discussions reach beyond any single approach to hospitality leadership. What works for one property, market, or organization may not work for another. But every hospitality organization ultimately depends on the people who can deliver the experience it has promised its guests.
Hospitality at Work is about the leaders responsible for making it happen. These leaders have stories to share, insights to offer, and perspectives worth considering.
Hotel leaders are balancing changing guest expectations, labor challenges, operating costs, technology, property standards, and the constant demands of running a successful operation. Hosted by James Krouse, the podcast explores the decisions those leaders make every day, from developing employees and creating strong property cultures to navigating workforce challenges and changing operating demands.
Each conversation draws on the experience of people who have built careers in hospitality and understand what it takes to lead the teams behind the guest experience. Together, their stories offer a practical look at hospitality leadership from the people doing the work.
Listen or watch below!
The Hospitality at Work Podcast explores the people, practices, and leadership decisions behind exceptional guest experiences. Through conversations with hospitality leaders, host James Krouse examines what it takes to hire, manage, motivate, and retain the property-level teams that keep hotels, resorts, casinos, and other hospitality venues running.
Each episode offers a practical look at the workforce challenges shaping the industry, from changing employee expectations and seasonal demand to training, culture, retention, and operational readiness. Brought to you by Xclusive Services, Hospitality at Work shares the experiences and ideas of leaders who understand that great hospitality begins with the people delivering it.
In Episode 2 of Hospitality at Work, we sit down with longtime hospitality operations executive and general manager Jeff Wojciechowicz. Jeff shares the unconventional path that took him from studying biology to building a career spanning Walt Disney World Resorts, Bay Hill, the Dr. Phillips Center for the Performing Arts, hotels, restaurants, and private clubs. Along the way, he reflects on what draws people to hospitality and the qualities—coachability, composure, curiosity, and a genuine desire to serve—that help them build lasting careers.
The conversation explores how guest expectations have evolved and what that means for hospitality teams. Today’s guests arrive with more information, stronger preferences, and a sharper eye for everything from food and beverage knowledge to technology and the smallest details of a space.
Jeff explains why delivering a consistently welcoming experience requires clear standards, engaged leaders, and managers who remain present on the floor to coach their teams in real time. James and Jeff also take a closer look at hospitality startups and what it takes to build a new concept from the ground up. They discuss how leaders assemble an opening team, balance skills with personality and potential, and adapt as a concept moves from vision to operation. Looking ahead, Jeff shares his perspective on AI, automation, and why hospitality’s future will still depend on something technology cannot replace: the human connection that makes people feel welcome and inspires them to return.
