Lisa Lombardo, MPA

The Impact of Surprise & Delight This weekend, my daughters kicked off their favorite activity of the season -- Halloween Horror Nights 👻at Universal Orlando Resort. While the excitement they share with friends for HHN is unmatched, something special happened this Friday evening that created an even greater sense of enthusiasm and appreciation. While waiting outside a house (one of Universal's many themed "haunted" houses), a VIP tour guide randomly selected them to bypass the 90-minute line‼️ It wasn’t just the skip-the-line moment that mattered—it was the way he engaged with them. In the grainy video, you can hear him describing the house, explaining its features, and even sharing how guests choose between two different experiences. That thoughtful interaction turned a moment into an unforgettable memory. The texts and chatter that followed —what we in hospitality call Surprise & Delight—were nonstop. They were all blown away by this experience! It made me wonder: was this part of a designed service process and/or an empowered team member making a choice to elevate the experience (both of which are awesome)? And further, what if the park just randomly picked a few guests each day to enjoy a memorable moment, how many would feel immeasurable value? Intentionally creating, and training for, these moments are what define #excellence in hospitality. And the ROI is the lasting #loyalty to the brand. 👉 I’d love to hear: how does your team create Surprise & Delight moments, and do you have an intentional training process to make them happen? #halloweenhorrornights #hospitality #training #welldoneuniversal

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#Florida hotels can #evict a guest for not paying their bill, thanks to recent #legislation that strengthens the rights of hotel and motel owners. This week, Governor Ron DeSantis signed Senate Bill 606, which clarifies that: * A guest’s stay at a #hotel, #motel, #vacationrental, or similar lodging is considered transient unless there is a written agreement stating it is the guest’s sole residence. * This means guests cannot claim tenant rights to avoid removal if they are not paying. * Hotel operators are now not required to go through traditional eviction processes used for permanent housing when dealing with non-paying or uncooperative guests. The law also allows for flexible notification methods (email, text, or printed notice) when informing a guest of their removal, and it provides legal backing for hotel staff and law enforcement to act more swiftly. Furthermore, in Florida, defrauding an #innkeeper is a criminal offense defined under Florida Statute 509.151. It applies when someone obtains #food, #lodging, or other #accommodations from a hotel, motel, restaurant, or similar business with the intent to avoid payment. Hoteliers may involve law enforcement to remove a guest who is violating the law or refusing to pay. I am pleased by this law that will help hoteliers run their hotels without having to worry about #squatters. Thank you to the Florida Restaurant & Lodging Association (FRLA) and Carol Dover for their support. Click here for press release: (https://lnkd.in/eXS2VPtK)

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⭐ Thank you to the Central Florida Hotel & Lodging Association (CFHLA)'s Housekeeping Council for the invitation to speak about the inclusion of developing technologies for housekeeping staff wellbeing. Line-level workers are the face of the brand and the first point of personal contact for the majority of our guests, making their professional development not just a priority, but a responsibility we must embrace as an industry. Housekeeping and facilities departments are the backbone of hospitality, and they offer tremendous career pathways into upper management and strategic leadership. At the University of Central Florida – Rosen College of Hospitality Management, we are committed to partnering with organizations like CFHLA and HGV to create clear, industry-informed pathways into hospitality leadership for the professionals who make it all possible. Looking forward to continuing this work alongside Melanie Anesh of #CFHLA and Firat Yuregir of Hilton Grand Vacations Las Palmeras. A special shoutout to Ray Miller, GM of Las Palmeras, what a beautiful property 💎🌴 an oasis of quiet and calm on the very busy I-Drive corridor. #Housekeeping #WorkforceWellbeing #FutureOfWork #Leadership #HospitalityHigherEd #CentralFlorida Mindy Shoss #TargetedResearchTraining

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New Culinary Destinations & Leadership Caña at Hyatt Centric Brickell Miami is making waves with Executive Chef William Milian, who is anchoring the property's culinary identity through elevated, communal Cuban flavors and an award-winning menu. Luma at The Ritz-Carlton Key Biscayne has undergone a $100 million resort transformation, with Executive Chef Patrizio La Gioia showcasing authentic Italian cuisine cooked over a signature Josper oven. The restaurant also offers a vibrant "La Dolce Vita" brunch experience. In leadership updates, Chef Joaquin Estolano is now at the helm of Grand Hyatt Indian Wells, bringing ingredient-driven cuisine to the Coachella Valley. The industry also bids farewell to Culinary Director Franz W. Faeh, who is retiring from Gstaad Palace after nearly 50 years of defining traditional Swiss cuisine. Industry Innovations & Technology Operator Mamatha Chamarthi discusses the significant investments in AI within the food and beverage sector, highlighting that AI must be "decisively profitable" through cost savings and operational efficiency to be considered worthwhile. Foodservice trends are shifting towards leveraging restaurant technology, guest data, and changing beverage preferences, such as low-ABV drinks and functional beverages, to enhance profitability. Global Competitions, Awards & Philanthropy Denmark secured the gold at Bocuse d'Or Europe 2026 in Marseille, led by chef Christian Wellendorf, earning a spot in the Grand Final. TacoTuesday.com has launched the Golden Taco Awards, a nationwide, community-driven search to crown America's local "Taco Legends." The 4th Annual Aspen Snow Ball Gala supported the Children's Oncology Support Fund (COSF), featuring honors for Goldie Hawn and critical fundraising for pediatric cancer research. Crumbl has introduced its limited-edition Easter Bundl, driving trends in communal, shareable desserts. https://lnkd.in/eSk4psYb

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The Central Florida hospitality and tourism industry is a powerful economic engine that reached a NEW RECORD of $94.5 BILLION in Economic Impact in 2024! That's a 2.2% increase over 2023 and the Central Florida tourism and hospitality industry now supports 468,000 jobs in our region, which is 37% of our total workforce. Also, contrary to outdated perceptions, in 2024 alone, the hospitality and tourism businesses provided $6.7 billion in local and state tax revenue to our region. This provides a powerful boost to our Orange, Osceola and Seminole County government budgets which pays for arts and culture, schools, public safety, and infrastructure. All this tax revenue saves an average family in Orlando $7,474 dollars a year that they will not pay in annual taxes. These tax savings can help hard working families put a downpayment on a house, a car, healthcare bills, or to invest in their children’s education. When we continue to invest our Tourist Development Taxes (TDT) properly and effectively - as we did in 2024 - we not only sustain our tourism-driven economy, but we create a positive and lasting impact on our local community! You can learn more about this incredible impact at: https://lnkd.in/emHrZDt5 #CFHLA #HospitalityStrong #TourismMatters #Advocacy

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We’re excited to announce the launch of the Pen or Pencil/Hustlepreneur Program in Las Vegas, proudly sponsored by the National Alliance of Faith and Justice. This innovative mentoring and diversion initiative is designed to empower youth from all backgrounds by focusing on personal and professional development. Our mission is to break the cycle of the “school-to-prison pipeline” and create pathways to purpose and career success Kideste Yusef, Ph.D. Keppler Speakers Bureau Jim Keppler American Family Insurance American Express Global Business Travel Johnson & Wales University Alvin Community College Marriott International Chef Works Noel Womack Stacy Womack-Henderson Learn more at www.chefjefflive.com #CookingUpHope #TradesNotPrisons #Cooked #SeeItBeIt

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Last week, the Central Florida Hotel & Lodging Association (CFHLA) was proud to launch our first-ever NextGen Leadership Council, which is a new initiative prioritized by our CFHLA Board Chair, Jon McGavin, to help develop and empower the next generation of hospitality leaders in Central Florida. During our inaugural meeting, senior-level leaders connected with peers, gained insight into CFHLA's strategic priorities, and explored the critical role of advocacy within our industry. Also, congrats to Tyler Spaulding, Hotel Manager at the Orlando World Center Marriott, who was named the 2026 Council Chair! Throughout the rest of 2026, Tyler and twenty-two other leaders will collaborate with many of CFHLA’s committees, including the Governmental Affairs Committee and the Political Action Committee, to gain firsthand insight into the advocacy process, explore meaningful ways to engage within the Central Florida hospitality industry, and make an impact. This council represents an important step in strengthening our industry’s future workforce and leadership pipeline. Click here to learn more and get involved: https://lnkd.in/eHgbjzz9 #CFHLA #HospitalityStrong #WorkforceDevelopment

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FCCA hosted Governor Joaquín Jesús Díaz Mena and a high-level delegation from the State of Yucatán at its headquarters this week for productive discussions on expanding collaboration and cruise tourism opportunities. FCCA leadership — including CEO Michele Paige, President Adam Ceserano, and executives from member lines Carnival Corporation, Disney Cruise Line, Norwegian Cruise Line Holdings Ltd. and Royal Caribbean Group — engaged with Yucatán officials on the Port of Progreso expansion, tourism investment, and sustainable growth strategies. The meeting reinforced FCCA’s commitment to supporting destinations through continued dialogue, data sharing, and partnerships that drive mutual success for the cruise and tourism sectors. 🌎🚢 #FCCA #CruiseTourism #PartnershipSuccess

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𝐇𝐨𝐬𝐩𝐢𝐭𝐚𝐥𝐢𝐭𝐲 𝐌𝐞𝐞𝐭𝐬 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐲 In Sechel Ventures Partners LLC latest expert spotlight, we had the pleasure of speaking with Dr. Peter Ricci, Director of the Hospitality and Tourism Management Program at Florida Atlantic University (FAU), about the evolving role of the MBA in Hospitality Management. Dr. Ricci shares invaluable insights into how an MBA can empower hospitality professionals with the leadership, finance, and operational strategy skills needed to thrive in a post-pandemic world. From hotel management to destination marketing, this degree isn’t just about service—it’s about strategy. 🔍 Read the full interview to learn how hospitality is being redefined through business education: 👉 https://lnkd.in/gXu4HC6c #HospitalityManagement #MBA #HigherEducation #TourismLeadership #BusinessOfHospitality #FAU #HospitalityCareers #HotelManagement #LeadershipDevelopment #MBAPrograms #HospitalityIndustry

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Tacos, tech, and a few tee shots! We had the pleasure of catching up with Heather Leed Neary, President & CEO of Taco John's International, Inc., on the golf course — powered by our friends at DIRECTV FOR BUSINESS — and then welcomed her onto the Hospitality Hangout Podcast for a conversation you won’t want to miss. With 35 years in the industry, Heather knows what it takes to build a brand that lasts. One thing she made clear? Atmosphere matters. Whether it’s game day energy, great music, or just the right lighting — creating the right vibe is a competitive edge. And powering that experience behind the scenes? DIRECTV FOR BUSINESS, helping brands like Taco John’s deliver the kind of environment guests want to come back to. #Hospitality #HospitalityTech #GuestExperience #RestaurantInnovation #FoodService #Leaders #Atmosphere Branded Hospitality Hospitality Hangout Podcast Neil Sudaisar Mark Tibak Jeff Fox Tim McEnery James Grandahl Brian J. Steve Smyth Kevin Flaherty Korey Love Taylor, M.S.

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Orlando’s strength as a meetings and events destination is rooted in something bigger than venues and attractions, it’s built on decades of commitment to welcoming visitors and investing in the destination.   In this recent Orlando Sentinel commentary, Paul Mears III, President & CEO of Hello! Destination Management, shares his perspective on the factors that continue to drive Orlando’s success.   Read the full article:  https://lnkd.in/eKaSue-G

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2 Days in Puerto Rico…. I just returned from two days in Puerto Rico at INDIE Confab one of the four annual gatherings produced by the Independent Lodging Congress. I value ILC for a simple reason: the conversations are meaningful. No trade show floor. No vendors Just operators, owners, designers and creatives in real conversation I learn more in those rooms than at most industry conferences. A few ideas that stayed with me: **Hospitality and fashion** From fashion-inspired bars to suites created with home and fashion designers, these partnerships aren’t all about PR and Marketing … When done well, they sharpen a brand and place it squarely in culture. (Check out Anna and Bel Hotel in Philly & Bar Reve in Brooklyn - so good!) **Play** Bradley Steward of Caravan Outpost and Trevor Graves of Nemo Design made the case that play isn’t decorative - it’s a design strategy (I had never thought of that) Hotels (and destinations) can be catalysts for fun and curiosity. Add play to your marketing. Add play to your ethos. Add play to your image. #winning! **Experience as the new luxury** I spoke on this with Kama Carter. Kama leads Southall Farm & Inn a small inn and farm concept in Franklin, Tennessee. Story and experience come to life there through the land and the livedin nature of the place. I’m a fan, and look forward to seeing it firsthand. Experiences are no longer amenities They are how a brand delivers value. **Independent hotels in emerging markets.** Puerto Rico was a strong case study. Emerging destinations don’t need to copy legacy markets. They can define their own narrative, if they protect what makes them distinct. I also was able to hang out with the team from Open Table - they are doing so much more than just reservations. If you don’t play with open table you should - ask them about booking experiences and groups… they have you covered! The next ILC gathering is INDIE Cultivate, April 22–23, 2026 in Boston. Will I see you there? I hope so! :)

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Hilton Head Island Confirms Priorities, Advances Economic & Community Initiatives On Jan. 27, Hilton Head Island Town Council, Mayor Alan Perry and Town Manager Marc Orlando held a public workshop to review progress on the Town’s first six months of the FY26–28 Strategic Action Plan and confirmed priority actions that will guide policy, investment, and execution during the next year. Meeting outcomes include: • Alignment on the most critical policy issues facing the island. • Focused sequencing of work based on capacity and funding. • Advancement of economic development and business recruitment and retention. • Continued progress on workforce housing, infrastructure, public safety, and quality-of-life investments and planning. Read the full update and see what’s next: https://lnkd.in/ehJsbbKj Track our progress through the public dashboard, review the meeting presentation, and explore the Strategic Action Plan: https://lnkd.in/eCqjgKBx #PublicLeadership #StrategicPlanning #EconomicDevelopment #LocalGovernment #HiltonHeadIsland

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