In this inspiring episode of The Conscious Hospitality Podcast, host David Arraya welcomes Jennifer Lodge, Senior Vice President of Membership at Forbes Travel Guide, for a heartfelt and insightful conversation about growth, gratitude, and excellence in the world of luxury hospitality.
With over 40 years of experience in the industry—from cleaning hotel rooms as a teenager on the shores of Lake Michigan to leading Forbes Travel Guide’s membership across the Americas—Jennifer shares the pivotal moments that shaped her remarkable career. The discussion spans her time at Marriott, her entrepreneurial leap with The Professional Guest, and her leadership role in helping set the global gold standard for service through Forbes Travel Guide.
Together, David and Jennifer explore:
The role of gratitude and humility in cultivating lasting hospitality
Why early experiences and family values can shape an entire career
The evolution of Forbes Travel Guide’s standards and evaluation process
How to create emotional connections through service and presence
The importance of mentorship, leadership, and self-awareness
What it takes to build and maintain luxury service culture
Jennifer also opens up about her personal journey of self-reflection, the power of emotional intelligence, and how intuition and communication are becoming vital in the future of hospitality leadership.
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Key Takeaways:
Gratitude is a superpower for leaders and teams alike
Emotional intelligence and intuitive service are the future of hospitality
Mentorship is essential in building resilient leaders
Every interaction is an opportunity to make someone feel seen and valued
Creating service standards is an art rooted in humanity, not just checklists
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