What happens when you blend decades of hands-on hospitality experience with a passion for people and an unscripted approach to customer care? In this episode of Driven: Unscripted Success, Todd Felsen joins Mike Mannino to share how a childhood visit to Disney sparked a lifelong career in hospitality leadership. Todd opens up about starting as a doorman and working his way into the C-suite, building relationships with developers, navigating the challenges of the Caribbean hotel scene, and creating unforgettable guest experiences—down to the smallest touches, like Diet Cokes and chocolate chip cookies.
You'll hear how Todd's "unscripted hospitality" philosophy separates him from the pack, why service should never be robotic, and how genuine attention to detail builds loyalty that no rewards program ever could.
He also discusses marketing lessons learned from the Savannah Bananas, his thoughts on risk-taking, and what’s next in resort and mixed-use developments.
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