The Art Of Hospitality

The Art Of Hospitality Podcast

The Art of Hospitality is the podcast for vacation rental professionals who want to think differently about what they're building.

Each week, Conrad O'Connell and Adam Norko dig into the ideas, strategies, and conversations shaping the vacation rental industry — from AI and operations to guest experience and growth.

Less fluff. More depth. Always practical.

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119 episodes
Updated Wednesday

Episodes119

Newest first

Aug 7, 2024 · 49 min
Dealing With The Changing Landscape Of OTAs With Vrbo (With Tim Rosolio)
In this episode, we interview Tim Rosolio of Vrbo / Expedia Group on all things Vrbo, technology, tech debt, building towards the future, merchadising vacation rentals and a lot more... Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Tim Rosolio One Key
Jul 31, 2024 · 55 min
Covering Everything That You Need To In Your Vacation Rental Property With The "Proper" Insurance (With Darren Pettyjohn)
In this episode, we interview Darren Pettyjohn from Proper Insurance on why they're the world-class insurance product for vacation rental homeowners, guests and property managers. Darren shares his journey of what's it's like to 'swim away' from the crowd, being the most expensive offering and more. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Darren Pettyjohn Proper Insurance
Jul 24, 2024 · 46 min
The Tools You Need To Build More Direct Bookings + Improve Hospitality (With Chris Walker)
In this episode, we interview Chris Walker from Direct Booking Tools about his current approach to building tech that works and delivers the outcome that all PMs and VRMs are looking for. Chris also shares his background and history by getting into and building a vacation rental business in Hilton Head, SC. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Chris Walker Direct Booking Tools
Jul 17, 2024 · 55 min
Is The Tech Spaghetti Monster Going To Harm Your Vacation Rental Biz? (With Marcus Räder)
In this episode, we interview Marcus Räder from Hostaway about tech, funding, building a winning PMS platform, what scaling means for the STR/Vacation rental industry, his song and a LOT more. You don't want to miss this one. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Marcus Räder Hostaway
Jul 10, 2024 · 54 min
Designing The Winning Experience From Property Design To Check-In (With Bryndee Barton)
In this episode, we interview Bryndee Barton from Loma Homes on her background in building long-term rentals, then working with her business partners into a brand-new short-term rental angle with designed + themed vacation homes. She breaks down why design and investing into an awesome guest experience is what has lead to the right outcomes for Loma Homes and their investors. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Bryndee Barton Loma Homes
Jul 3, 2024 · 53 min
Building The Ideal? Approach To Hospitality (With Tyann Marcink Hammond)
In this episode, we interview (for the second time) Tyann Marcink Hammond of many projects (linked below) but most known as the Queen Of Guest Experience for Touch Stay. We talk about what touch points are missing from many PMs and hosts workflows, building happy guest experiences and more... Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Tyann Marcink Hammond Branson Family Retreats Missouri Haus Touch Stay
Jun 26, 2024 · 49 min
Understanding The Tools & Tech In Your Vacation Rental Business (With Deborah Labi)
In this episode, we interview Deborah Labi of Have You Got / The Techsplained Series on growth, building understanding in the vacation rental space of tech + tools, her new business launching now and a lot more... Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Deborah Labi Have You Got Network The Techsplained Series
Jun 19, 2024 · 51 min
Building Our Vacation Rental Businesses The Safe Way (With Eric Thibodeaux)
In this episode, we interview Eric Thibodeaux of Current Tides Vacation Rentals + Safer VRs about building a world-class vacation rental business that takes every stakeholder into account including guests, owners and our community. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Eric Thibodeaux Safer VRs Current Tides Vacation Rentals
Jun 12, 2024 · 55 min
Grading The Vacation Rental Industry Today: The Good, The Bad & The Ugly (With Steve Milo & Miriam Ramsey)
In this episode, we interview Steve Milo and Miriam Ramsey from Vtrips. They share their (always) honest takes on where we're heading, VRMA, how Vtrips is doing, ethics of our industry and a lot more. Editor's note: we had some minor audio issues with Miriam's file, but it doesn't take away from the great information shared. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Steve Milo Miriam Ramsey
Jun 5, 2024 · 56 min
Building The True Guest Experience With Service vs Hospitality (With Matthew Loney)
In this episode, we interview Matthew Loney with Xplorie on overall guest experience, service vs hospitality, building the right setup for guests and lot more! Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Matthew Loney Xplorie
May 29, 2024 · 57 min
Breaking Down The Business Sense Of Treating Customers Like Rock Stars (With Jeff Ostermann)
In this episode, we interview Jeff Ostermann from Sweetwater (Sweetwater is the world's leading music technology and instrument retailer) about how customer care leads to the ideal outcome not only for happy customers, but for their business as well. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Jeff Ostermann Sweetwater
May 22, 2024 · 51 min
Going From A To Z In The Vacation Rental Industry (With Kimberly White & Jeff Iloulian)
In this episode, we interview Jeff Iloulian and Kimberly White from HostGPO on their approach to marketing, brand building, standards, scaling, 'starting from the bottom' and more. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Kimberly White Jeff Iloulian HostGPO
May 15, 2024 · 57 min
Building A Hospitable + Welcoming Vacation Rental Experience In Québec (With Kerri Gibson)
In this episode, we interview with Kerri Gibson of Chalets Hygge. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Kerri Gibson Chalets Hygge
May 8, 2024 · 17 min
Hitting Reset On The Art Of Hospitality: An Important Update About Where We're Heading
In this episode, we share what's happening with the next phase of The Art Of Hospitality, why our back catalog is down and other important life updates. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell
May 1, 2024 · 53 min
Hospitality Is Life: How To Over-Deliver On Experience On The Small Things (With John Paladino)
In this episode, we interview with John Paladino from Small Batch Hats (our proud hat builder) and Milestone Meetings. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Small Batch Hats John Paladino Milestone Meetings
Apr 24, 2024 · 48 min
Technology In Our Industry Is Not JUST About Software: Here Is Why (With Nils Erik Mattisson)
In this episode, we interview Nils Erik Mattisson from Minut on hardware, safety, the Airbnb camera ban, his history at Apple and a lot more. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Minut Nils Erik Mattisson
Apr 17, 2024 · 57 min
If Data Is Gold, Does That Make This Man The "Vacation Rental King Midas"? (With Jamie Lane)
In this episode, we interview Data King Jamie Lane on Airdna's approach, regulation, the 'truth', going viral, facts over fiction and even more. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Jamie Lane Airdna 2024 Outlook Report Best Places to Invest in 2024 January Monthly Review
Apr 3, 2024 · 50 min
The Vacation Rental Industry's Massive Inflection Point Happening Now (With Ashley Ching)
In this episode, we interview Ashley Ching of Inhaven on standards, growth, what the key elements (bed/bath/kitchen) in a vacation rental are doing well vs doing poorly, scaling and more. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Ashley Ching Inhaven
Mar 27, 2024 · 52 min
Making Vacation Rentals Even More Accessible To ALL People Is Good Business (With Adam Probolsky & Lorraine Woodward)
In this episode, we interview people who are aiming to make the world a better place for all who travel - including those that may have more specific requirements in the design of a vacation rental due to a physical, cognitive or other condition. Enjoy! ⭐️ Links & Show Notes Adam Norko Scott Fasano Conrad O'Connell Lorraine (Berry) Woodward

The Art Of Hospitality

Dealing With The Changing Landscape Of OTAs With Vrbo (With Tim Rosolio)

Covering Everything That You Need To In Your Vacation Rental Property With The "Proper" Insurance (With Darren Pettyjohn)

The Tools You Need To Build More Direct Bookings + Improve Hospitality (With Chris Walker)

Is The Tech Spaghetti Monster Going To Harm Your Vacation Rental Biz? (With Marcus Räder)

Designing The Winning Experience From Property Design To Check-In (With Bryndee Barton)

Building The Ideal? Approach To Hospitality (With Tyann Marcink Hammond)

Understanding The Tools & Tech In Your Vacation Rental Business (With Deborah Labi)

Building Our Vacation Rental Businesses The Safe Way (With Eric Thibodeaux)

Grading The Vacation Rental Industry Today: The Good, The Bad & The Ugly (With Steve Milo & Miriam Ramsey)

Building The True Guest Experience With Service vs Hospitality (With Matthew Loney)

Breaking Down The Business Sense Of Treating Customers Like Rock Stars (With Jeff Ostermann)

Going From A To Z In The Vacation Rental Industry (With Kimberly White & Jeff Iloulian)

Building A Hospitable + Welcoming Vacation Rental Experience In Québec (With Kerri Gibson)

Hitting Reset On The Art Of Hospitality: An Important Update About Where We're Heading

Hospitality Is Life: How To Over-Deliver On Experience On The Small Things (With John Paladino)

Technology In Our Industry Is Not JUST About Software: Here Is Why (With Nils Erik Mattisson)

If Data Is Gold, Does That Make This Man The "Vacation Rental King Midas"? (With Jamie Lane)

The Vacation Rental Industry's Massive Inflection Point Happening Now (With Ashley Ching)

Making Vacation Rentals Even More Accessible To ALL People Is Good Business (With Adam Probolsky & Lorraine Woodward)