Love this episode. Kainoa Horcajo has it right. I enjoyed hearing him talk about the importance of embracing local culture to tell a true story. Having worked with the Marriott Bonvoy team on positioning Hawaii and its Islands and the positioning of the The Westin Bora Bora Resort & Spa, we’ve seen first-hand how much local culture should be a part of a hotel’s position, brand and stay experience. Working with local staff and cultural advisors as we developed these stories was invaluable as we helped define the way a hotel talks about itself and its place in the world. Give it a listen. Kainoa is fantastic. His perspective is invaluable and really applies to all hotels—not just those in Hawaii.
“Everything we do is storytelling.” That’s how Kainoa Horcajo sees hospitality. From the way we design guest experiences to how we lead teams, the best hospitality businesses don’t just operate—they tell a story. And the most powerful framework for that story? The Hero’s Journey. ?? Why Storytelling Matters in Hospitality “Whether you’re picking a new HVAC unit or choosing a PR agency, decisions are made based on stories," Kainoa says. "It’s not just about numbers—it’s about the narrative behind them.” Too often, businesses treat storytelling as an external tool—a way to market to guests. But the best hospitality leaders apply storytelling internally, using it to: ? Motivate teams – “Great GMs don’t just manage—they inspire. The best leaders make their teams feel like they’re part of something bigger.” ? Build brand identity – “In Hawaii, we talk about bridging the old with the new. The best brands tie themselves to something deeper—a lineage, a purpose, a greater mission.” ? Enhance guest experiences – “People don’t remember transactions—they remember stories. And every part of a hospitality business should be designed to tell one.” ?? Applying the Hero’s Journey to Hospitality The Hero’s Journey isn’t just for movies. It’s a framework for engaging employees, delighting guests, and driving business success. Here’s how it plays out: 1?? The Call to Adventure: Every great guest experience begins with a moment of inspiration—a story that pulls them in. 2?? The Journey: From arrival to departure, the guest moves through a carefully designed experience, filled with moments of challenge, discovery, and transformation. 3?? The Resolution: At the end of their stay, a guest should walk away changed—not just with good memories, but with a story worth telling. ?? Why This Matters Too many hospitality businesses see themselves as a service provider rather than a storyteller. But the brands that last? They understand this: Hospitality isn’t just about rooms, restaurants, and revenue. It’s about transformation. ?? The takeaway? Your guests aren’t just checking in—they’re stepping into a story. Your team isn’t just doing a job—they’re part of a journey. How are you using storytelling in your hospitality business? Let’s discuss in the comments... Want more on this? Listen to the Hospitality Daily Podcast on Spotify or Apple Podcasts ? Repost this with your thoughts to help someone else ? Follow?Hospitality Daily?here on LinkedIn for more stories like this