Housekeeping Didn't Come
Lessons from the road, the classroom, and the minibar. Welcome to Housekeeping Didn’t Come — where hospitality, adventure, and a little chaos all check in for the night. Hosted by Rob W. Powell, former casino exec, improv comic, mountaineer, and hospitality professor (aka the Indiana Jones of hospitality education), this podcast dives into the wild, weird, and wonderfully human side of the hospitality world. From luxury lodges to national park cabins, cruise ships to classroom chaos, we explore what it really takes to deliver unforgettable guest experiences—and what happens when things go hilariously off script. Whether you're a student, a hospitality pro, a curious traveler, or just here for the stories, you'll find something to love. Expect candid interviews, bite-sized insights, unforgettable blunders, and the kind of wisdom that only comes from years in the trenches (and a few nights without housekeeping). So grab a coffee (or a cocktail), and join Rob as he unpacks the business of making people feel welcome, even when the bed isn’t made.
Episodes
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Ever had a guest who expected Versailles but booked a standard room with two queen beds? You're not alone!
Hospitality professionals everywhere are facing an expectations crisis. Guests walk in with dreams shaped by perfectly filtered social media posts, demanding spa-like experiences and Instagram-worthy aesthetics fro...
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Ever wonder why checkout time—that clearly stated policy—becomes a battleground in hotels worldwide? Join me, Rob Powell, as I pull back the curtain on what might be hospitality's most contested boundary.
Checkout time isn't just a number on your confirmation email. It represents the delicate balance between guest s...
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Ever wondered what really happens behind the pristine facade of hotels and restaurants? Welcome to the unfiltered world of hospitality where cookies disappear, lobbies transform into chaos zones, and maintaining your sanity requires an unwritten rulebook.
The infamous "cookie incident" serves as our gateway into hos...
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Remember your first day in hospitality? That moment when someone handed you a uniform, pointed vaguely at your workstation, and left you to fend for yourself? This episode of "Housekeeping, Didn't Come?" dives into the chaotic world of hospitality onboarding—where reality often falls hilariously short of the ideal.
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Ever watched someone plunge a toilet while simultaneously taking a corporate call about metrics and coordinating a birthday dessert? That's not multitasking—that's the daily reality for middle managers in hospitality, the unsung heroes keeping our industry afloat.
Middle management isn't just a position—it&apos...
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Have you ever wondered what separates good hospitality from unforgettable hospitality? It's not perfection—it's what happens when things go hilariously, epically wrong.
Welcome to the world of service recovery, where a prehistoric-screaming rooster at 4:53 AM becomes not a disaster but an opportunity for magic. In t...
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We unpack the power of pausing before reacting in hospitality situations, demonstrating how strategic thinking transforms service outcomes. Taking a moment to think intentionally creates space between stimulus and response, turning potential crises into opportunities for exceptional guest experiences.
• The hospitality profes...
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Have you ever wondered what leadership looks like when there's nowhere to hide? Rob Powell takes us on a gripping journey through the rugged terrain of adventure hospitality, revealing profound leadership lessons that emerge when the trail literally disappears beneath your feet.
Drawing from his experiences guiding exped...
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Rob Powell takes us behind the scenes of hotel management to reveal the five critical numbers that determine success or failure in hospitality operations. The metrics that haunt great general managers go beyond guest complaints to the financial and operational indicators that reveal the true health of a property.
• GOP (Gross...
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Hospitality is theatrical performance where every guest interaction requires both scripted elements and authentic improvisation. Disney pioneered this approach decades ago with their "on stage" and "off stage" concept that transforms how staff approach their roles.
• Uniforms function as costumes that sign...
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Ever wondered what a nylon tent could teach a five-star hotel? Rob Powell takes us on an unexpected journey into the wisdom of canvas dwellings in this thought-provoking exploration of authentic hospitality.
The humble tent emerges as hospitality's most honest educator—no fluff, no hidden fees, and certainly no pretentio...
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Revenue Per Available Room (RevPAR) serves as hospitality's truth serum, revealing not just if you're selling rooms, but how efficiently you're doing it. This essential metric equals your total room revenue divided by the number of available rooms and helps determine if you're using your inventory to its full reven...
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Ever considered what your packing style reveals about your leadership? Rob Powell takes us on a journey from the slopes of Kilimanjaro to the hallways of luxury hotels, uncovering the surprising parallels between how we prepare for adventure and how we run our businesses.
Rob's near-miss with bringing a solar-powered esp...
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The compass serves as a powerful metaphor for leadership and decision-making, offering reliable direction without the complications of modern technology. Rob Powell explores how this simple tool can teach us about avoiding strategic drift and making small corrections to stay true to our purpose.
• Compasses work without batte...
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Have you ever wondered why some hospitality experiences stay with you long after checkout while others fade immediately? The secret lies not in what's being sold, but in how it makes you feel across all five senses.
Hospitality isn't a transaction—it's transformation. Whether you're running a luxury resort...
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Remote lodge management combines breathtaking natural experiences with challenging operational realities that most people never consider. Running a wilderness property demands mastery of logistics, staffing, seasonal finances, and safety protocols while still delivering exceptional hospitality.
• Logistics rule everything in ...
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Ever wonder what happens when the supply truck doesn't show up at a remote lodge? Or how staff handle a water main break when there's no maintenance team on speed dial? That's where the real hospitality magic happens.
The conventional wisdom suggests that sophisticated urban hotels should teach their operationa...
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Mountaineering and hospitality management share surprising parallels in guest experience, team dynamics, logistics, and leadership under pressure. From climbing Mount Kilimanjaro to managing hotel operations, both require meticulous attention to detail and a deeply human approach to creating memorable experiences.
• Guest jou...
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The hospitality industry is shifting from selling services to selling memorable experiences as guests seek stories to share rather than just rooms to stay in. Adventure Hospitality exemplifies this trend with guests willing to pay premium prices for unique, Instagram-worthy experiences that create lasting memories and higher profit ma...
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Introduction to the podcast side of our adventure. Exploring teaching online, creating university-level course content, marketing, business, and all things adventure travel.
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