Destination On The Left

On this episode of Destination on the Left, I talk with Jennifer Adams, Director of Tourism, and Alex Fogg, Natural Resources Chief, to find out how the destination's innovative Coastal and Natural Resources team is setting Destin Fort Walton Beach apart, transforming environmental challenges into tourism opportunities. You'll hear how an invasive species, the lionfish, became both a tourism driver and an annual event, and how the region has evolved into a family destination through free outdoor adventure programs for kids and teens. Jennifer and Alex also share the inside story of the creation of what will be the world's largest artificial reef, using the repurposed SS United States ocean liner, positioning the area as an international diving hotspot. What You Will Learn in This Episode: Why Destin Fort Walton Beach has established a Coastal and Natural Resources team How a challenge with the invasive lionfish species became a key tourism driver for the region How the destination's free Little Adventures program engages kids and families with hands-on outdoor experiences How the team created and rapidly expanded a program offering free outdoor classes, resulting in 700 sessions and serving over 4,000 kids in a year Why the artificial reef project, featuring the SS United States ocean liner, will make the area an internationally recognized dive destination Collaborations and strategic partnerships that have fueled product development and positioned Destin Fort Walton Beach for year-round tourism Lessons Jennifer and Alex have learned about turning ecological challenges into memorable and marketable visitor experiences Expanding Beyond Traditional Tourism Marketing Historically recognized for its crystal-clear waters and white sand beaches, Destin Fort Walton Beach has long attracted vacationers seeking a quintessential Florida getaway. But as the tourism market grew more competitive, especially against all-inclusive options like cruise vacations, Jennifer Adams realized something had to change. This insight spurred the creation of a coastal and natural resources team, making their tourism office one of the few in the U.S. with in-house marine and forestry biologists, aimed at protecting and enhancing the very environment that draws visitors. Free Outdoor Classes Fueling Family Connection One of the standout programs redefining the visitor experience is the Little Adventures initiative. Recognizing statistics that highlight children's lack of outdoor engagement, Jennifer and her team built a brand promise: "get kids outside on the water to give their adventure side room to grow". Through this program, local experts, including fishing guides, dive instructors, and even astronomers, offer free hands-on classes to vacationing families. What began with 70 sessions in 2021 exploded to over 700 in a single season, reaching more than 4,000 kids. This investment brought significant returns for the community, circulating an estimated $4 million back into the local economy, while giving families a broader, authentic experience that's hard to replicate elsewhere. Partnership, Collaboration, and Global Reach Collaboration is foundational to every initiative. Regionally, Destin Fort Walton Beach works closely with seven other Florida Panhandle counties via the Northwest Florida Tourism Council, pooling resources for international marketing and product development. Partners like Yamaha and the Woods Hole Oceanographic Institute have also joined artificial reef efforts, while the "Ask a Scout" feature on the destination's website connects incoming families with local moms to provide real, trusted advice. "We all work collectively," Jennifer emphasizes, ensuring that local character, environmental strength, and visitor experiences remain connected. Resources: Website: https://www.destinfwb.com/

On this episode of Destination on the Left, I talk with Jason Bullock, Founder of Bodhisys and owner of Carolina Rides, about how delivering excellent customer service depends on systems and processes that support the many moving parts of reservations, inventory, and deliveries. He shares why he developed Bodhisys, a reservation management system tailored for the unique needs of rental businesses, optimizing everything from inventory management to delivery efficiency. Listen in as we discuss the importance of streamlined operations in creating exceptional customer experiences and fostering industry collaboration. What You Will Learn in This Episode: How Jason transitioned from a background in logistics and packaging to owning and operating multiple vacation rental and bike businesses Why customer service and efficient logistics are crucial for success in the rental industry Challenges Jason faced with existing reservation and booking platforms, and how this led to the creation of Bodhisys How Bodhisys uses technology to streamline inventory, delivery logistics, and communications, to provide a better customer experience Why seasonal pricing and adaptability in operations are important How Jason is partnering with competitors through technology and shared platforms to uplift the industry as a whole What impact technology-driven efficiencies have on customer satisfaction, repeat business, and overall profitability in the rental space The Art and Logistics of Rentals When most people think of the travel industry, glamorous destinations and dazzling activities come to mind. But Jason's world is more about the nitty-gritty of inventory management, deliveries, and keeping up with vacationers' evolving needs. His business delivers thousands of bikes and equipment items to vacationers at resorts and private rentals in the Hilton Head and Charleston areas. COVID-19 only magnified these challenges, as business whiplashed from 4% to 140% of historical sales within a week—forcing immediate innovation to keep up with demand and ensure guests received what they needed, when and where they needed it. The Birth of Bodhisys As business boomed, so did complaints—especially from frustrated guests who had trouble finding their rentals amid the sea of bikes and equipment. Seeing that traditional booking software wasn't designed for the logistics-heavy rental of "stuff," Jason was motivated by dissatisfied customers and exhausted employees to build a smarter system. The solution was building Bodhisys, a reservation management system purpose-built for logistics, inventory, and delivery—as opposed to the "activity first" platforms dominating the market. With features like photo geolocation of delivered items, automated customer messaging, and dynamic inventory management. Systems = Better Business, Better Experiences While the technology behind Bodhisys is robust, its true value lies in the ripple effect it creates for business owners and travelers alike. With real-time communications, automated reminders, and demand prediction, operators can plan staffing, adjust inventory, and meet seasonal swings without being blindsided. Importantly, these changes aren't just about operational ease, they have an impact on customer satisfaction. Similar to Amazon's familiar delivery notifications, Bodhisys provides travelers with the same transparency and reliability during their vacations. Which, in turn, leads to happier guests, less on-site confusion, and more repeat business. Resources: Website: https://bodhisys.com/ LinkedIn Personal: https://www.linkedin.com/in/jasonbullock/ LinkedIn Business: https://www.linkedin.com/company/bodhisys/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

On this episode of Destination on the Left, I talk with Kathleen Hall and Melanie Marsell, founders of Dive the Americas and Explore the Americas. Kathleen, who has called Costa Rica home for over a decade, and Melanie, who has roots in both the US and Central America, share the journeys of creating two innovative travel brands: Dive the Americas and Explore the Americas. We discuss how they're reshaping tourism by supporting local communities, collaborating with other travel professionals, and providing personalized guidance that helps travelers feel confident venturing into unfamiliar destinations. What You Will Learn in This Episode: Why Kathleen and Melanie chose scuba diving as a specialty, and how their personal experiences inspired Dive the Americas What sets their travel businesses apart in a crowded market, and how their deep regional expertise shapes their approach How living in the region and understanding both U.S. and local cultures helps Kathleen and Melanie create authentic, meaningful travel experiences Why saying no to misaligned business opportunities has been crucial in building companies that reflect their values How collaboration with other travel professionals and agents has fueled their growth and led to innovative new programs Steps Kathleen and Melanie are taking to promote responsible tourism and sustainability The Birth of Dive the Americas and Explore the Americas As novice divers, Kathleen and Melanie were struck by the lack of resources for beginner divers looking for immersive travel experiences in Latin America. The gaps they encountered while planning their own trips, from unreliable pickups to scarce destination information for divers, sparked the creation of Dive the Americas. They want to curate seamless, welcoming dive experiences and bridge the divide between underwater adventure and cultural travel. Standing Out by Putting People and Place First The competitive travel landscape makes standing out difficult, but Kathleen and Melanie credit their deep, lived local knowledge and passion for responsible tourism as their particular advantage. Their insider perspective lets them put together what both travelers and local communities need, ensuring sustainable, enriching exchanges for everyone. They stress the importance of supporting the economic well-being of local people, highlighting Costa Rica's leading role in renewable energy and commitment to responsible tourism as integral to every trip they design. This boots-on-the-ground dedication fuels deeply authentic, feel-good experiences for their guests, moving beyond just ticking off top attractions. Education, Sustainability, and Expanding Horizons Their latest projects tackle overtourism and champion authentic, less-trafficked experiences. Through a curated collection of restaurants, local businesses, and guides, the new initiative aims to provide both travelers and agents with up-to-date resources that keep the essence of places like Costa Rica intact, while distributing tourism benefits more equitably. Melanie and Kathleen believe education is key for travelers, agents, and partners so that everyone can make better, more aware choices. Resources: Website: www.exploretheamericastravel.com Instagram: https://www.instagram.com/exploretheamericastravel/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

On this episode of Destination on the Left, I talk with Astrid Jirka, Director of Tourism Initiatives at Discover Cayuga Lake. We discuss the difference between sustainable tourism and ecotourism, and Astrid shares more about the evolution of Discover Cayuga Lake from a community-focused organization into a tourism attraction. We also discuss the importance of being intentional and authentic in your messaging about your sustainable tourism goals and initiatives. What You Will Learn in This Episode: How Astrid's professional journey, from international travel to study abroad initiatives, shaped her passion for sustainable tourism What distinguishes ecotourism from broader sustainable tourism practices How Discover Cayuga Lake evolved from a community-focused educational organization into an attraction that prioritizes local access and environmental education What strategies Astrid and her team use to ensure that tourism revenue directly benefits the local community Why being intentional and authentic is essential when communicating sustainable tourism initiatives, and what pitfalls to avoid in messaging How Discover Cayuga Lake is planning for a greener future by using electric boats to minimize environmental impact The advice Astrid offers to travelers and tourism operators on making conscious, community-focused, and sustainable choices From the Community Inward Many tourism attractions begin as external draws, building a product to entice outsiders and then, maybe, finding ways to circle back and benefit locals. Discover Cayuga Lake's origin story stands this model on its head. As Astrid explains, the nonprofit was founded as more than a cruise operator, it's a mission-driven initiative to connect residents with the natural wonder of Cayuga Lake and its surroundings. The organization started with local summer camp programming and environmental education for children, long before tourism was a central focus. This community-first approach shines through ongoing educational initiatives like the Floating Classroom, which brings local schoolchildren onto the lake to experience and understand watershed ecology, often for the first time. Turning Tourism Dollars Into Community and Conservation Wins A defining feature of Discover Cayuga Lake's business model is its use of earned tourism revenue to underwrite community access and environmental education. Tourists pay for enjoyable and informative cruises, then their dollars directly fund opportunities for local kids and support for the broader community. This integrated revenue model is possible and effective precisely because the organization operates as a nonprofit and is rooted in local partnerships and grant support. "We take that revenue, and we turn it over for community benefits and also to help essentially take care of the natural environment, which is the ultimate goal," says Astrid. Authentic Leadership in Destination Stewardship We also discuss the necessity of authenticity and intentionality, and building programs that genuinely support locals, communicate meaningfully with visitors, and ensure that sustainability isn't just a surface-level message, but something deeply woven into every aspect of the organization. Resources: Discover Cayuga Lake Astrid Jirka on LinkedIn We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

On this episode of Destination on the Left, I talk with Jalsa Urubshurow, CEO and Founder of Nomadic Expeditions. Jalsa shares the story of how he co-founded one of Mongolia's most significant cultural events, the Golden Eagle Festival, held annually in the country's remote West. Drawing on his background as the child of Mongolian refugees and his decades of experience bridging entrepreneurship and heritage, Jalsa shares firsthand stories about partnering with local communities and creating initiatives that drive economic growth while protecting Mongolia's unique natural and cultural assets. What You Will Learn in This Episode: How Jalsa pioneered luxury adventure travel to Mongolia and developed Nomadic Expeditions as a catalyst for sustainable tourism How tourism builds community empowerment and cultural preservation in Mongolia What inspired the revitalization of the Golden Eagle Festival, transforming a dying tradition into a thriving cultural event How sustainable tourism practices are woven into every aspect of the guest's business, including conservation, guide training, and eco-conscious hospitality How local partnerships support Mongolian culture, economy, and educational initiatives What challenges and opportunities exist for tourism infrastructure in Mongolia, and how access impacts the growth of the industry How Jalsa's deep-rooted passion and commitment to authenticity guide his leadership and vision for responsible travel Pioneering Luxury Adventure and Cultural Revival By the early 1990s, as Mongolia emerged from seven decades of Soviet influence, Jalsa was invited to play a pivotal role in reimagining the nation's future. Tasked by Mongolia's first democratically elected Prime Minister to advise on tourism, he saw an opportunity to chart a new course that blended economic progress with the revitalization of Mongolian heritage. Jalsa founded Nomadic Expeditions in 1992, and unlike operators who prioritized mass-market tourism, Jalsa focused on high-value, low-impact travel experiences. His approach was to bring discerning travelers, scientists, and educational groups to Mongolia, sharing the country's pristine wilderness and nomadic culture. Collaborations with institutions like Harvard, Stanford, and the American Museum of Natural History emphasize the importance of education, research, and immersive connection. Saving a Vanishing Tradition with the Golden Eagle Festival One of Jalsa's most popular initiatives is the Golden Eagle Festival, co-founded in 1999 in Western Mongolia's Bayan-Ölgii province. Here, the art of eagle hunting, a 2,000-year-old Kazakh tradition, was on the brink of extinction, with fewer than 20 practicing families remaining. Through the festival, Jalsa and local partners sought not just to encourage tourism, but to spark a cultural renaissance. The result exceeded all expectations, and today, over 300 eagle hunter families participate, with a new generation of practitioners, many under 30, including remarkable young women, restoring pride and purpose to a once-fading heritage. Now recognized by UNESCO as an intangible cultural treasure and featured on Time magazine's World's Greatest Places list, the festival shows how sustainable tourism can simultaneously drive economic growth and revitalize events of cultural importance. Championing Community-Driven Tourism Jalsa is all about empowering local ownership and pride. Local guides are "culture bearers," not mere tour operators, sharing traditions learned as children. Investments in musical schools, architectural authenticity, and capacity-building ensure communities shape their future and reap tourism's rewards. Ultimately, as Jalsa says, the best advertising and promotion we can do is word of mouth and personal referral. Resources: Website: https://www.nomadicexpeditions.com/ LinkedIn Personal: https://www.linkedin.com/in/jalsa-urubshurow-a65ba046/ LinkedIn Business: https://www.linkedin.com/company/nomadic-expeditions-inc-/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

On this episode of Destination on the Left, I talk with communication and leadership specialist Dayne Whitehurst, and author of "Empathy Impact: The Wild Effects of Kindness in Action". She explains why communication is central to building collaborations, developing relationships, and driving sales. Dayne also explains how personal triggers can get in the way of our communications and provides strategies for identifying and pushing past those triggers. What You Will Learn in This Episode: How Dayne became an expert in communication and de-escalation How recognizing and addressing triggers helps move conversations and collaborations forward What "experiencemanship" means and why it matters How self-awareness forms the foundation of strong leadership and partnerships Why habitual phrases with negative connotations can unconsciously undermine our intentions, and what to say instead How to lead difficult conversations with appreciation and validation to create a safe environment and produce positive outcomes Strategies Dayne recommends for building empathy in professional relationships and inviting authentic, supportive dialogue Building Trust Through "Experiencemanship" The tourism industry is fundamentally built on relationships, whether it's with team members, clients, or partners. For Dayne the secret to success isn't just salesmanship, but what she calls "experiencemanship"—the art of prioritizing the experience and needs of the other person over your own agenda. Effective leaders and sales professionals focus on what matters to the customer or partner, rather than getting bogged down in their own organization's goals. This mindset is especially crucial when communication channels are limited to calls, emails, or virtual meetings, settings where body language and other cues can be lost. Recognizing and Navigating Triggers One of the biggest obstacles to effective communication isn't always what's said, but what's felt. Dayne points out that we all bring triggers and unconscious biases into our interactions, our past experiences, expectations, and interpretations that color the way we hear and respond to others. Consider those moments of frustration, when a colleague misses a deadline, or a collaborator isn't as engaged as we'd like. Instead of spiraling into negative assumptions, Dayne encourages people to ask themselves if you know their whole story? Because often when people don't show up as we'd expect, it's a reflection of their stress or challenges, not about us at all. Becoming aware of these internal triggers and learning to step back is a crucial step to letting go of the need to control the outcome of every interaction. The Power of Empathy and Self-Awareness Empathy isn't just for the benefit of others, it's also a practice of giving ourselves grace and stepping out of the cycle of reactivity. By pausing to consider another's perspective, asking what might be going on behind the scenes, and validating their experience, we transform difficult conversations into opportunities for real connection. Self-awareness is key here. Recognizing your own default responses, strengths, and limitations—such as the tendency to "do it all" or react defensively, enables you to respond thoughtfully rather than reflexively. This makes you not only a better communicator but a more effective team player and leader. Navigating Difficult Conversations Difficult conversations are inevitable, especially in more tricky collaborations where not everyone can give equally. Dayne advises people to always begin with genuine appreciation, thank their partner for raising their perspective, recognize their efforts, and approach the conversation with openness rather than defensiveness. Offer validation by reflecting back their feelings or experience, and only express your own point of view if it's constructive for the partnership. This approach turns conflict into an opportunity for growth rather than a battleground for proving a point. Resources: Website: www.Daynewhitehurst.com Instagram: https://www.instagram.com/daynewhitehurst/ LinkedIn: https://www.linkedin.com/in/Dayne-whitehurst/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

On this episode of Destination on the Left, I talk with Dan Flores, Head of Tourism at Satisfi Labs, all about using AI in the travel industry. We discuss how conversational artificial intelligence can help drive revenue and operational efficiency, and Dan offers real examples of where this AI is being deployed and how it has had real impacts. We also talk about adoption rates of AI within the tourism industry, and Dan shares a framework for approaching this new technology in your organization. What You Will Learn in This Episode: How Dan Flores transitioned from a long career in tourism operations to leading strategy in conversational AI at Satisfi Labs Why understanding operational efficiency is important when adopting new technology in the tourism industry What conversational AI can do to improve visitor experience and drive revenue How changes in consumer behavior and expectations are encouraging the tourism industry to embrace AI-powered solutions Why it's important to identify pain points and define goals before implementing AI technology in your organization Examples of real-world successful AI adoption, including collaborative projects like Connected City and integrated chatbots for DMOs, attractions, and tour operators How a strategic plan and incremental steps can help tourism businesses navigate the AI landscape The Power of Conversational AI in Tourism The tourism industry has always relied heavily on storytelling and connection, and Satisfi Labs' conversational AI platform gives destinations the ability to amplify their story and interact with customers in real-time. Unlike static websites and traditional ads, conversational AI provides dynamic interactions, it can answer questions, qualify leads, and even facilitate transactions 24/7, in dozens of languages. This delivers not only improved customer service but also a seamless path from inquiry to purchase. Driving Operational Efficiency and Revenue Operational efficiency is a cornerstone in the tourism sector, where staff often wear a lot of hats and resources are limited. Satisfi Labs' conversational agents can automate routine inquiries, freeing up staff to focus on high-value tasks and sales. Using AI turns businesses into round-the-clock operations without needing to scale human teams. A case in point is Dan's personal experience using a Satisfi Labs chatbot to resolve a ticket issue for a college basketball game in minutes, a process he expected would take much longer. The technology goes beyond simple customer service. AI-driven agents are also powerful tools for lead qualification, routing sales queries to the right person after gathering the right information, resulting in improved conversion rates and more effective use of resources. Making AI Work for You AI adoption is happening at a breakneck pace, so fast that Dan warns companies risk being left behind if they don't get on board. He suggests tourism businesses create a strategic AI plan that identifies departmental pain points and assesses if AI can offer a solution, then they can decide whether to build in-house or engage a vendor, and start small. This framework helps organizations prioritize efforts, minimize risk, and ensure resources are being used where they matter most. A key piece of advice is top-down adoption. Leadership should empower staff with resources, education, and freedom to experiment with AI tools, ensuring the culture embraces innovation. Resources: Website: www.satisfilabs.com LinkedIn Personal: https://www.linkedin.com/in/dan-flores2022/ LinkedIn Business: https://www.linkedin.com/company/satisfi-labs/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

On this episode of Destination on the Left, I talk with Clare Marie Ritter, Motorcoach Coordinator at the historic Penn Wells Hotel and Lodge in rural Pennsylvania. She shares her experience positioning a smaller, less well-known destination. We talk about the foundations of successful collaborations and why building a supportive network has been crucial to her success. Clare brings vivid examples of successful collaborations, from multi-state itineraries to connecting with neighboring museums, that prove even "off the beaten path" destinations can thrive with teamwork and creative thinking. What You Will Learn in This Episode: How Clare Marie Ritter found her way into the tour and travel industry through volunteering and local connections Why positioning a rural destination requires creative marketing strategies, including focusing on attractions and experiences What collaborative partnerships across borders (including state lines) look like, and how Clare uses those relationships to build group itineraries How thinking outside the box has helped Clare identify unique attractions that appeal to group travelers Clare creates fresh itineraries and creative connections in a rural area Best practices when establishing collaborations and building genuine personal connections Expanding Itineraries Clare's passion for history and her beginnings at a local motel led her down a path of helping visitors discover the hidden corners of her rural Pennsylvania home. She realized that promoting a hotel meant first selling the destination itself. After all, you can have the best, most fancy property in the world, but without a reason to come, your marketing is going to fall on deaf ears. Clare recognized the need to think outside the box by promoting local attractions and extending the visitor journey. She formed partnerships with unique local experiences, including a horse-drawn wagon ride through the canyon, small maple producers, and boutique chocolate factories, then widened her lens, working with regional attractions across state lines. She built partnerships with attractions like the Corning Museum of Glass, just 45 minutes away, reaching into New York for collaborative opportunities. The Power of Networks and Creative Collaboration Networking and partnerships play a major role in the success of rural tourism. For Clare, professional networking at organizations like the American Bus Association and regional groups provides contacts, ideas, and new opportunities. You never know where the next fruitful partnership might come from. One standout example is an itinerary co-created with counterparts in Corning and Jamestown, NY, and Coudersport, PA. Together, these small destinations developed a loop that incorporated art, comedy, local history, and natural beauty. Selling this unique cross-state experience has opened doors and filled itineraries with unexpected connections. Looking Ahead: Innovation and Nostalgia With renewed interest in nostalgic travel and more experiential, off-the-beaten-path destinations, Clare is excited about her latest project, which is developing a Route 6 motorcoach itinerary to showcase small towns along this historic road. This initiative dovetails perfectly with America's 250th anniversary, offering travelers fun themed journeys full of history and local flavor. Resources: Website: pennwells.com LinkedIn Personal: https://www.linkedin.com/in/clare-marie-ritter-0a4306237/ LinkedIn Business: https://www.linkedin.com/company/wellsboro-hotel-company/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

This episode of Destination on the Left is a special roadshow edition recorded live at the American Bus Association's Marketplace 2026 in Reno, Nevada. I'm joined by a fantastic group of industry leaders to hear first-hand how collaboration is playing a critical, mission-driven role in the future of group travel, moving beyond a "nice-to-have" and becoming essential for success. My guests discuss the economic impact of group travel and the importance of restoring cross-border connections between the U.S. and Canada, to creative regional itineraries, and share ideas for navigating the political and economic headwinds facing the industry. In this episode, you'll hear from these extraordinary leaders: Fred Ferguson: https://www.buses.org/ Terry Fischer: http://tcsbus.com/ Patricia Cowley: https://pabus.org/ Jim Warren: https://www.andersonvacation.com/ Stacey David: https://www.metrowestvisitors.org/ Todd Read: https://www.gosoin.com/ Whitney Lubbers: https://visitduboiscounty.com/ What You Will Learn in This Episode: How ABA's leadership is addressing current challenges in group travel, including restoring the crucial relationship between the U.S. and Canada Why collaboration between industry partners, including operators, suppliers, associations, and destinations, is mission-critical for the future of group travel Trends are shaping group travel in 2026 and beyond, such as the rise of experiential itineraries, smaller group sizes, and the impacts of major events like the FIFA World Cup and MA250 How regional and cross-border partnerships are creating unique travel experiences and tour products that benefit entire ecosystems, not just individual destinations Collaborative initiatives, such as Tour in 64 are demonstrating the value of teamwork How industry organizations like ABA can accelerate personal and professional growth The Future of Group Travel is Collaboration The ABA 2026 Marketplace is filled with optimism, but nobody shies away from today's realities. Fred Ferguson sets the stage by underscoring the economic importance of group travel—$158 billion in economic output and 800,000 jobs in North America. The entire travel flywheel, operators, destinations, restaurants, and attractions, only spins when everyone works in sync. Fred Ferguson and Terry Fischer both stress that now, more than ever, strategic alliances and industry unity are essential for lasting impact. It's no longer enough to operate in silos. As Terry puts it, "It takes a village," and internal and external collaboration are the most important ingredients in weathering disruptions, from politics to pandemics. Collaboration in Action My guests also share what deep collaboration looks like in practice. Across the group travel ecosystem, leaders are getting creative. We hear how DMOs are embracing regionalism, and Todd Read from SoIN Tourism and Whitney Lubbers of Dubois County described how Tour in 64, a partnership among destinations along Interstate 64, helps smaller markets punch above their weight. By pooling marketing budgets, sharing top experiences, and even jointly running an ABA booth, collective impact outweighs any competition for hotel nights. With mega-events like the FIFA World Cup and MA250 (America's 250th anniversary) on the horizon, Stacey David detailed how municipalities, nonprofits, small businesses, and big attractions can co-create fan zone festivals that benefit everyone. Every stakeholder has a seat at the table for shared successes. The Power of Relationships The ABA conference is a great way to build relations, get involved, and engage with others in the travel and tourism industry. Jim Warren of Anderson Vacations credits strong partnerships as the industry's lifeblood, helping everyone survive the inevitable economic and political storms. Those connections are formed and deepened at conferences like ABA Marketplace. Investments in community, from Women in Buses initiatives to association days, make all the difference for newcomers and veterans alike. Leaders are putting collaboration-first strategies in place—whether it's regional joint marketing, creating new products, or advocating for the sector at the policy level. Resources: Fred Ferguson: https://www.buses.org/staff/fred-ferguson-mba-ms/ Terry Fischer: https://www.linkedin.com/in/terry-fischer-31895b122/ Patricia Cowley: https://www.linkedin.com/in/pcowley/ Jim Warren: https://www.linkedin.com/in/jim-warren-1b2b59187/ Stacey David: https://www.linkedin.com/in/stacey-david-940a214/ Todd Read: https://www.linkedin.com/in/todd-read-182ab73a/ Whitney Lubbers: https://www.linkedin.com/in/whitney-lubbers-07374360/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

On this episode of Destination on the Left, I talk with Sondra Shannon, CEO of Gatemaster Tech. Sondra and I discuss the art and importance of creating exceptional visitor experiences and how technology can help attractions remove friction for guests, increase revenue, and stand out in a competitive landscape. She also shares why keeping guests informed leads to happier experiences and how, just by walking around their attraction, leaders can turn firsthand insights into an improved guest experience. What You Will Learn in This Episode: Why removing friction from the guest journey is essential for happier visitors, bigger revenue, and more memorable family moments at attractions Strategies Sondra and her team use to identify and solve friction points at attractions How operational leaders and frontline staff benefit from "management by walking around" and being directly involved in the guest experience Why consistent and early training is critical for attraction teams, and how lack of confidence and poor communication can impact employee retention What creative value adds can set attractions apart and drive guest loyalty How digital transformation and going cashless are shaping visitor expectations An Invisible Engine Powering Seamless Experiences Technology is a part of the experience, and it shouldn't be a friction point. When technology is thoughtfully integrated, it dissolves many of the small frustrations that can sour a family's day at a theme park or museum. From ticket-purchasing workflows that set clear expectations to mobile ordering that eliminates long food lines, the right tech doesn't just improve operational efficiency, it actively enhances the experience. Surveys consistently show that informed guests are happier guests. Providing clear, early information about all options (from all-inclusive passes to extra add-ons) allows families to prepare and enjoy every moment together. Value-Adds That Show You Care Some of the most memorable attractions go the extra mile, sometimes in unexpected ways. Sondra highlights parks like Holiday World and Dollywood, where providing free drinks and sunscreen isn't just a marketing gimmick—it's a proactive way to care for guests' comfort and health. People once thought these "extras" were crazy, but these amenities have built tremendous goodwill and loyalty while distinguishing the park from competitors. Social media culture and shifting guest expectations have raised the bar even higher. Today, digital ticketing, contactless payments, and mobile access aren't just perks, they're de facto standards. Empowering Teams and Elevating Operations Guest satisfaction isn't just about what happens at the turnstile, it's deeply connected to operational excellence behind the scenes. One key theme that emerged from Sondra's experience, well-trained teams are more confident, more helpful, and much less likely to quit. Rapid, seasonal hiring makes this challenging, but ongoing education, especially incorporating communication and even sales training, equips staff to handle guest needs with confidence and empathy. Parks with strong training programs set a standard of excellence that's felt at every touchpoint. Giving staff practical communication tools is really vital, because your frontline people have tremendous insight into what guests really need. Resources: Website: https://gatemaster.com/ LinkedIn Personal: https://www.linkedin.com/in/sondrashannon/ LinkedIn Business: https://www.linkedin.com/company/gatemastertech/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

On this episode of Destination on the Left, I talk with Claudia Di Gino, General Manager at the Mondrian Mexico City Condesa. Claudia tells the story of building a lifestyle brand in the hotel industry, how partnerships play an important role, and what it means to be part of the community. She shares how her hotel delivers an authentic experience that never fails to surprise and delight its guests. We also discuss what's happening for the brand in 2026 and the opportunities for growth, including the FIFA World Cup coming to Mexico City. What You Will Learn in This Episode: How Claudia's career in hospitality began with an unexpected Disney internship and led to her current role in her hometown of Mexico City Why building a lifestyle brand is central to the Mondrian's approach and how the hotel delivers an immersive experience for guests and the local community What makes collaboration and strategic partnerships essential for creating unique guest experiences How Mondrian Mexico City differentiates itself through creative amenities, like their Flower Shop concept featuring Mexican producers and local artisanal goods Delivering a personalized service and curated guest itineraries that drive brand loyalty How the upcoming FIFA World Cup presents new opportunities for growth Mondrian's commitment to showcasing local culture, history, art, and gastronomy through every aspect of the guest experience Building a Lifestyle Brand Rooted in Community Mondrian Mexico City Condesa is committed to being more than just a hotel, they see themselves as a lifestyle brand deeply tied to their local community. Mondrian's eleven hotels worldwide are strategically placed in each city's cultural and design hotspots, and the Mexico City location is no exception, nestled between the historic Condesa and Roma neighborhoods. The property itself is a protected building with rich architectural history, and every aspect of the design pays homage to local artistry and Mexican culture, including beautiful murals inspired by ancient aqueducts in each guest room. The brand is known for being disruptive, fun, and willing to think outside of classic hospitality norms. They're focused on creating immersive, surprising experiences for both visitors and locals. The community is invited to be part of the property, whether that's through artist showcases, pop-up culinary events, or simply by visiting the lobby for a locally sourced coffee or wine. Creativity and Unique Local Partnerships A recurring theme in Claudia's approach is the creative use of partnerships. One standout example is the hotel's dual-purpose flower and coffee shop, which becomes a wine bar in the evenings, serving only Mexican products. This kind of authentic, locally driven experience is a key reason why guests keep coming back and why the growing community of remote workers living in Condesa/Roma love to pop by. The hotel's carefully chosen collaborations make sharing local celebrations even more fun for guests. For Dia de los Muertos, Mondrian partnered with Xolo Café to provide their famous "pan de muerto" alongside specialty coffee, drawing hundreds of locals and visitors alike. Similarly, partnerships with Mezcal Union and high-profile pop-up events ensure every cultural touchpoint is genuine and memorable. Preparing for the FIFA World Cup Claudia and her team are gearing up for the FIFA World Cup, which will be jointly hosted by Mexico, Canada, and the United States for the first time. Mondrian has just opened a brand-new event space designed to host upscale gatherings against the background of breathtaking skyline views. The team is focusing on safety, personalized concierge service, and handpicked local experiences to ensure guests of the World Cup have a flawless, authentically Mexican visit. Resources: Website: https://mondrianhotels.com/mexico-city-condesa/ LinkedIn Personal: https://www.linkedin.com/in/claudia-di-gino-7282855/ LinkedIn Business: https://www.linkedin.com/company/mondrian-hotels/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

On this episode of Destination on the Left, I'm at the NTA Travel Exchange in Ottawa to speak with eight leading professionals shaping the future of group travel, tourism, and hospitality. You'll hear insights from leaders who share the latest market trends, traveler behaviors, innovative approaches, and what's ahead for 2026. The conversations explore the strong resurgence of group tours, the rise of small group and multi-generational travel, and a growing demand for immersive, meaningful experiences—from stargazing in Utah to luxury train journeys. You'll discover how industry partnerships and collaborations, such as inter-association alliances and joint destination marketing efforts, are helping operators adapt to challenges and seize new opportunities. In this episode, you'll hear from these knowledgeable tourism leaders: Vince Accardi: https://www.omca.com/ Wendy Dobrzynski: https://circlewisconsin.com/ Chad Ellis: https://www.bodaborg.com/boston/ Jeff Bont: https://www.thearmstrongcollective.com/ Richard Arnold: https://www.atlantictours.com/ Brenna Moore: https://www.visitalbuquerque.org/ Jason Murray: https://www.southwestadventuretours.com/ Brent Dalrymple: https://www.travelsunrise.com/ What You Will Learn in This Episode: How group tours are evolving, including the rise of small-group and multi-generational travel Why immersive and experiential travel is in high demand, with travelers seeking story-rich, active adventures What industry leaders are seeing in terms of major market trends, including a resurgence in demand and travelers' changing expectations How partnerships and collaborations between associations, DMOs, and attractions are strengthening the group travel industry and opening new markets Why upcoming events like the Route 66 Centennial and America's 250th anniversary are shaping new itineraries and driving tour planning for 2026 What challenges operators are facing, such as shifting consumer sentiment and border issues How technology, data, and consumer insights are being used to track travel sentiment and inform future business decisions across the travel sector A New Wave of Group Travelers At this year's NTA Travel Exchange in Ottawa, we bring together a great lineup of industry leaders to discuss key trends, challenges, and innovations set to shape group tourism into 2026 and 2027. From new tour models and demographic shifts to major anniversaries and the rise of experiential itineraries, these insights reveal an industry that's not only recovering but thriving. It's an exciting time for group travel. Both Vince Accardi and Wendy Dobrzynski explain why the "senior" market is no longer a monolithic group—retirees are younger, wealthier, more adventurous, and more interested in curated, comfortable experiences. Buses are once again filling up, often with multi-generational families and smaller groups seeking meaningful, shared adventures. Richard Arnold highlights that small group tours remain in demand, with 2026 departures already selling out. Flexible departure sizes, customized itineraries, and a willingness to split larger busloads into more intimate cohorts are key strategies for operators catering to evolving traveler preferences. Experiential and Immersive Travel Takes Center Stage Today's groups are looking for more than sightseeing, they're after immersive, story-rich experiences. Chad Ellis from Boda Borg Boston shares how activity-based attractions built around collaboration and problem-solving are striking a chord with groups large and small, from school trips to team-building getaways. Jason Murray of Southwest Adventure Tours reports a boom in experiential travel, especially among families booking private adventures to explore the outdoors and the night sky together. His new focus on "astro tourism" with Dark Sky Adventures reflects a growing appetite for education, enrichment, and unique moments under rare night skies. The Power of Partnership If there's one recurring theme, it's the transformative power of partnership. From national associations banding together in support of their members, to innovative cross-state collaborations like Wendy Dobrzynski's Dynamic Destinations, cooperation is helping travel businesses and DMOs expand reach, cut costs, and deliver even better value for travelers. Jeff Bont from Rocky Mountaineer and Canyon Spirit illustrates another kind of collaboration, working closely with tour operators and travel agencies to create sell-out trips, leveraging iconic anniversaries like America's 250th and Route 66's centennial for compelling, themed itineraries. Resources: Vince Accardi: https://www.linkedin.com/in/vince-accardi-cae-15890033/ Wendy Dobrzynski: https://www.linkedin.com/in/wendy-dobrzynski-9604851/ Chad Ellis: https://www.linkedin.com/in/chad-ellis-8227611b0/ Jeff Bont: linkedin.com/in/jeff-bont-832a7513 Richard Arnold: https://www.linkedin.com/in/richard-arnold-597ab536/ Brenna Moore: https://www.linkedin.com/in/brennamoore Jason Murray: https://www.linkedin.com/in/jason-murray-585426219/ Brent Dalrymple: https://www.travelsunrise.com/about/team/brent-dalrymple We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!

On this episode of Destination on the Left, I talk with Oliver Winter, CEO and Founder of a&o Hostels, for an inspiring conversation about his entrepreneurial journey, from traveling on a shoestring budget to building one of the largest hostel brands in the world. We talk about his focus on being a cost leader, not a price leader, and how that translates to a guest experience that works for small pockets while still serving the needs of his guests. Oliver also shares his passion for sustainability and how his company has been able to move from an 18-kilogram per guest carbon footprint to just a 3.8-kilogram per guest carbon footprint. What You Will Learn in This Episode: How Oliver turned his personal travel experiences into founding one of the largest hostel brands in Europe Why being a cost leader (rather than just a price leader) shapes a&o Hostels' unique value proposition and guest experience What makes the hostel guest experience distinctive, especially in terms of shared spaces, social atmosphere, and accommodation variety How a&o Hostels attracts diverse customer segments―from student groups to families, digital nomads, and backpackers―and the distribution strategies that work for them Why sustainability became a central focus for a&o Hostels, and how they've reduced their carbon footprint by over 80% per guest overnight What's next for a&o Hostels, including the big announcement of a new luxury budget brand to extend their reach and serve evolving traveler needs Creating Value Without Compromise One of the cornerstone philosophies for a&o Hostels is being a "cost leader," not just a "price leader." This means that they streamline operations and get rid of unnecessary frills while keeping the essentials, like comfort and safety, readily accessible. The hostels boast large capacities (an average of 800 beds per location), centralized operations, and shared facilities, striking a balance between affordability and a vibrant, social guest experience. Rather than confining the traveler's experience to private rooms, a&o focuses on engaging common areas, such as 24/7 bars, kids' zones, and flexible working spaces. These communal amenities give great opportunities for people to connect, appealing to families, digital nomads, student groups, and backpackers. The model values shared spaces over luxury and, in doing so, builds community. Evolving Guest Profiles and Modern Distribution Channels a&o Hostels caters to a wide range of guests, with profiles shifting based on season and day of the week. Midweek guests are often student groups and school tours, while weekends and holidays attract families and independent travelers. The brand is found on major OTAs like Booking.com and Expedia, but has also cultivated a strong direct booking channel via their own website. The flexibility in room types, from single or twin rooms for teachers and families to dorm-style accommodations for groups, further enhances their accessibility. This adaptable approach enables a&o to welcome anyone from school-aged travelers to budget-conscious business guests. Sustainability as a Core Company Value Beginning in 2015, Oliver and his team took a pioneering approach by closely tracking and reducing their carbon footprint per guest. Initially, a&o's footprint was already lower than average (18kg CO₂e per overnight stay, compared to 25kg at home), primarily thanks to shared spaces and efficient building use. But instead of settling, a&o set their sights higher. Through targeted operational changes—reducing waste, switching to renewable energy contracts, limiting disposables, and leveraging automation—they slashed their footprint by 80% to just 3.8kg per guest. What's more, many sustainability initiatives actually resulted in cost savings, debunking the myth that going green is always expensive. Resources: Website: https://www.aohostels.com/ LinkedIn Personal: https://www.linkedin.com/in/oliver-winter-berlin/ LinkedIn Business: https://www.linkedin.com/company/aohostels/ We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more o​f. Here is a quick tutorial on how to leave us a rating and review on iTunes!