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Hospitality Business Review: Specials Magazine
Casey Neuburger has built a distinguished hospitality career spanning luxury hotels, global brands and people-first leadership. From early management roles at The Ritz-Carlton to leadership positions across Mandarin Oriental, Hyatt and InterContinental Hotels Group, he has consistently focused on creating exceptional guest experiences while cultivating strong workplace cultures. As General Manager of Hotel Nikko San Francisco, he now combines that experience with a service philosophy centered on balance, employee empowerment and memorable guest experiences. The Foundation of Great Hospitality Long before leading one of San Francisco’s most recognized luxury hotels, Neuburger’s introduction to hospitality began at a KOA campground in Erie, Pennsylvania. As a teenager, he maintained roads, cared for campsites and gradually moved into guest-facing responsibilities. The campground owner became an early mentor who encouraged him to look beyond daily responsibilities and recognize how every interaction influenced a guest’s experience. Even as a teenager, Neuburger looked for ways to improve how the campground operated. That curiosity led him to Mercyhurst University to study Hotel, Restaurant and Institutional Management before launching his luxury hospitality career with The Ritz-Carlton in Cleveland. The move proved pivotal. The Ritz-Carlton’s philosophy, “We are ladies and gentlemen serving ladies and gentlemen,” shaped his belief that exceptional service is created collectively, with every employee contributing to the guest experience regardless of title. After two years in Cleveland, Neuburger relocated to Boston as Assistant Director of Housekeeping before joining The RitzCarlton Leadership Academy. The experience reinforced a lesson that continues to guide him today: people rarely remember every detail of a service, but they always remember how an organization made them feel. He carried that philosophy to Swissôtel, where leading hous
Travel And Tourism Marketing
Today’s travelers seek more than just attractive destinations—they want experiences that align with their passions and values. As the tourism industry becomes increasingly competitive, businesses need more than picturesque visuals to capture attention. They need stories that build emotional connections, ignite wanderlust, and drive action. In an overcrowded market, the key to success lies in crafting tailored narratives that resonate with the right audience. Gray Media, a leader in destination marketing, is addressing this need head-on. The company helps destinations craft compelling campaigns that inspire action. “We blend creative storytelling, advanced technology, and precise audience targeting to help our clients drive engagement, boost visibility, and achieve measurable growth,” says Jennifer Casey, Director of Strategic Partnerships. Tailored Strategies for Targeted Growth With 197 television stations spanning 113 markets, the company is deeply embedded in local communities across the U.S. This extensive reach allows them to connect authentically with diverse audiences, securing their standing as a trusted partner for businesses and tourism organizations alike. As a full-service marketing powerhouse, Gray Media is committed to understanding each client’s unique needs, challenges, and growth opportunities. Whether working with small local attractions or large regional tourism offices, the company tailors its strategies to reflect the distinctive qualities of each destination. The company’s deep knowledge of local markets allows them to design campaigns that speak directly to the audience, making every message feel personal and authentic.
Audio Design and Integration
Since its inception in 2007, Pineapple Audio has quietly but powerfully redefined how sound is experienced in hospitality space. With over 17 years of expertise, the company has become a leader in designing and integrating custom audiovisual (AV) systems tailored to hotels, restaurants, and event venues. Unlike firms that treat AV as an afterthought or focus primarily on corporate clients, Pineapple Audio is dedicated to hospitality and prioritizes the guest experience. What sets Pineapple Audio apart is its holistic designbuild approach. From day one, the company collaborates with property owners, interior designers, and operators to ensure every AV element is purpose-built for the space. The goal isn’t to add speakers but to create an experience. “At the heart of our process is the design narrative—a detailed roadmap that outlines the story, goals, and operational needs of each project,” says Matt Edgar, president. “We spend a lot of time looking at the interiors of the spaces, matching speaker finishes to colors, materials, and even wood tones. It’s about creating an experience, not just adding sound.”
CXO INSIGHTS
Why Secondary Markets Demand a Completely Different Marketing Playbook
Patrick Norton, Chief Marketing Officer, Brittain Resorts & Hotels
Shaping Hospitality Performance through Partnership Excellence
Dane Herrmann, Global Account Manager, Choice Hotels International[NYSE: CHH]
Trust, Connection and the Future of Hospitality Partnerships
Anna Jimenez Oliveras, Director of Business Development and Travel Trade Partnerships North America, Ocean Signature Resorts
Culture is Built in Moments, Not Memos
Tom Stafford, Vice President of Food & Beverage, Commonwealth Hotels
Creating Opportunities through Talent Acquisition
Patti Cameron, Senior Director of Talent Acquisition, Concord Hospitality Enterprises
IN FOCUS
Mastering Airbnb Cleaning: Strategies for Consistent Guest Satisfaction
Effective cleaning management supports consistency, operational efficiency, guest satisfaction, and long-term rental business growth.
Corporate Event Trends: Redesigning Spaces for Interaction and Engagement
Corporate events are reshaping hospitality, demanding flexible venues, advanced technology, customized services, and a focus on engagement and sustainability.
EDITORIAL
Leadership behind Memorable Hospitality
Hospitality continues to be defined by a simple but demanding equation: strong business performance must coexist with experiences that guests remember and teams can consistently deliver. This edition examines that balance with leadership, employee engagement and the role of food and beverage in forming a property’s identity.
The cover story features Casey Neuburger, GM of Hotel Nikko San Francisco, recognized as Hotel General Manager of the Year 2026. His leadership philosophy places employees at the foundation of the guest experience, with an emphasis on empowerment, recognition and removing obstacles that prevent teams from succeeding. At Hotel Nikko, that approach extends from distinctive guest rituals and culinary experiences to long-term investments in the property and disciplined attention to market performance.
The issue also examines the people practices that sustain hospitality from within. Trista Thomas, SHRM-CP, Human Resources Director at Reade Hotel Management, argues that onboarding begins before an employee’s first day and should develop through communication, preparation, mentorship and frequent check-ins.
Samantha Duignan, Director of Food and Beverage at Ocean Properties Hotels and Resorts, highlights food and beverage as a central part of a property’s identity and guest experience. She stresses the importance of engaged teams, personalized service, operational consistency and thoughtful sourcing while noting how dining can influence loyalty, reputation and revenue.
Taken together, these perspectives show that hospitality excellence is built through people, preparation and consistent attention to the guest. Explore the edition for practical leadership perspectives on creating experiences that endure beyond the stay.
