246: Creativity Through Line
Susan Barry is a marketer, podcaster, consultant, speaker, bird influencer, and serial starter of delightfully unconventional side projects, all connected by a deep belief in the power of creativity. In this solo episode, she explores why hospitality may be optimizing itself out of its most human advantage and what that means for education, recruitment, and guest experience.
What You’ll Learn:
• Why hospitality is still an apprenticeship business and the hidden cost of that reality
• The growing disconnect between hospitality education and operational experience
• Why “borrow a fortune and hope for the best” isn’t a workforce strategy
• The surprising recruiting lesson hospitality can learn from Below Deck
• How a storytelling shortage may be fueling a labor shortage
• How etiquette can create belonging—or reinforce barriers
• Why great hospitality professionals know when to break the rules
• The connection between creativity, problem-solving, and memorable experiences
• What inspired the launch of a travel-themed snail mail club in a digital-first world
• How anticipation, discovery, and delight extend far beyond hotels
• Why creating meaning may be hospitality’s most valuable skill
• The common thread connecting education, recruitment, service, marketing, and innovation
The Takeaway:
Hospitality is not primarily an operations business, a real estate business, or a finance business—it's a meaning-making business. The people and organizations that thrive will be the ones that create experiences, stories, anticipation, and emotional connections that make people feel something.