In this unforgettable episode of The Yes Show, Christine sits down with hospitality veteran Mark Irgang, whose journey reads like a movie script. He went from the iconic Marriott Marquis to a bottom-ranking Courtyard hotel—located across the street from a prison. But instead of saying no, Mark leaned in and transformed a failing property into one of the top 75 in the brand. He'll reveal what it’s really like to go from full service to select—and back again—plus what full-service leaders often overlook about their select service peers. From vacuuming around guests’ feet to handing out Nutri-Grain bars in the rain, Mark’s radical, roll-up-your-sleeves leadership model shows what happens when humility, hustle, and heart collide. 🔑 EPISODE HIGHLIGHTS -Mark got promoted… on his honeymoon! But what happened next was even wilder. -How he went from managing 50+ leaders to 3—and made it work. -The "Obsessed with Cleanliness" mindset that boosted cleanliness scores by 30 points. -The check-in strategy that had guests yelling “Freeze! What is going on here?!” -Why he handed out breakfast bars in the pouring rain—and how it changed his entire staff. -The ripple effect of showing up first and showing up hard. -From 254th out of 259 to top 75 in Courtyard rankings—and recognized by Bill Marriott himself! -The yes that led to musicals, marathons, and a whole new friend group. ✅ 3 ACTION ITEMS - Lead from the Lot – Want to change your culture? Show up where no one else will. Lead first. - Reimagine the Basics – Cleanliness, check-in speed, and friendliness aren’t “just metrics.” They’re make-or-break moments. - Do What Makes You Uncomfortable – If you’re not embarrassed by your level of service, you’re probably not doing enough to stand out. Connect with Mark Irgang: 📍Instagram Profile - https://www.instagram.com/mirgang/ 📍Facebook Profile - https://www.facebook.com/mrirgang 📍LinkedIn Profile - https://www.linkedin.com/in/mark-irgang-a248716/ Connect with Christine: 📍Website - https://www.thewisepineapple.com/ 📍Linkedin profile - https://www.linkedin.com/in/christine-trippi-56105311 📍Insta link - https://www.instagram.com/the_wise_pineapple/ 📍YouTube Link - https://www.youtube.com/channel/UCU7LZGz1ZsveweIvpCIkrfQ/ 📍Join our FREE Facebook group of hoteliers - https://www.facebook.com/share/g/wDiuSA1RbSGqqtJH/ 📍2/10/25 - 2/21 Doors are open! Join the Crown Society! https://www.thewisepineapple.com/crown

Ever dreamed of doing a TEDx talk—or just want to be a more compelling communicator? In this powerful and hilarious episode, Christine Trippi is joined by master speech coach and former stand-up comic Cesar Cervantes, who has coached speakers across three continents and co-authored Great Speech. Together, they peel back the curtain on what it takes to craft and deliver an unforgettable talk—whether it’s for TEDx, a keynote, or your next team huddle. You’ll laugh, learn, and maybe even cry as Christine shares her own vulnerable (and Botox-related 😳) journey to the TEDx stage. Tune in for proven strategies, mistakes to avoid, and the blueprint for a talk that connects deeply—and makes you unforgettable. 🔑 EPISODE HIGHLIGHTS: 🔑How Cesar went from comedy clubs to coaching changemakers 🔑The biggest mistakes people make when applying for TEDx 🔑What TEDx curators really want in a speaker 🔑How to be funny even if you don’t think you are (hint: it’s structure, not luck) 🔑Why shorter talks are way harder than long ones 🔑Christine’s hilarious and heartfelt behind-the-scenes TEDx story (yes, there was a blackout…and Botox) ✅ THREE ACTION ITEMS FOR LISTENERS: ✔Find Your Problem – Before writing your talk, identify a clear, universal problem that your audience can relate to. TED isn’t about your story—it’s about the transformation you can offer others. ✔Test Your Delivery Voice – Record yourself telling a favorite story to a friend. That natural tone? That’s your ideal voice. Now make sure your talk sounds like that. ✔Don’t Wait for Perfect – Apply anyway. Keep submitting your idea. Don’t overthink the venue. Christine did her TEDx in a one-stoplight town museum—and it was perfect. Connect with Cesar: Instagram - https://www.instagram.com/mrcesarcervantes/ Linkedin - https://www.linkedin.com/in/mrcesarcervantes/ Website - https://www.cesarcervantes.tv/ Link to his Book, Great Speech - https://a.co/d/fNP4f4o Connect with Christine: 📍Website - https://www.thewisepineapple.com/ 📍Linkedin profile - https://www.linkedin.com/in/christine-trippi-56105311 📍Insta link - https://www.instagram.com/the_wise_pineapple/ 📍YouTube Link - https://www.youtube.com/channel/UCU7LZGz1ZsveweIvpCIkrfQ/ 📍Join our FREE Facebook group of hoteliers - https://www.facebook.com/share/g/wDiuSA1RbSGqqtJH/ 📍2/10/25 - 2/21 Doors are open! Join the Crown Society! https://www.thewisepineapple.com/crown

What if every interaction you had could lift someone just a little higher? In this unforgettable episode of The YES Show, Christine sits down with speaker, author, and former hotel executive Ryan Minton, who left a six-figure corporate role not to chase more—but to impact more. From heart-tugging moments with his son at Costco to the simple greeting that launched a leadership movement, Ryan shares real-life stories that will stay with you long after you listen. We dive deep into his upcoming book Uplifted (releasing June 10), a powerful manifesto for leaders who want to do more than manage—they want to matter. You’ll hear: * The real-life story of Jason, the front desk agent whose words changed Ryan’s life * Why “no bad days” isn’t just a catchphrase—it’s a culture-shaping leadership principle * The balloon theory: a vivid, game-changing way to think about how you influence others * How authentic appreciation leads to real ROI * What every leader needs to know about accountability, empowerment, and being remembered This episode is bursting with practical wisdom, unforgettable storytelling, and one massive truth: your impact as a leader is bigger than you think. 📚 Get a sneak peek into Uplifted, and find out why Ryan says, “Be the person who puts a little more air in someone’s balloon.” 📌 Top 3 Action Items for Listeners: Blow up invisible balloons – Use Ryan’s metaphor to inspire your team by adding “air” through appreciation and kindness. Adopt a No Bad Day mindset – Start with your leadership team and make it a standard to show up with positivity. Empower your people – Have the conversation: “Do you know you have my support to make the right decision for our guests?” 🔗 Connect with Ryan: LinkedIn - https://www.linkedin.com/in/ryan-minton-39210721/ Instagram - https://www.instagram.com/ryanmintonspeaks/ Website - https://ryanminton.com/ 🔗 Connect with Christine: 📍Website - https://www.thewisepineapple.com/ 📍Linkedin profile - https://www.linkedin.com/in/christine-trippi-56105311 📍Insta link - https://www.instagram.com/the_wise_pineapple/ 📍YouTube Link - https://www.youtube.com/channel/UCU7LZGz1ZsveweIvpCIkrfQ/ 📍Join our FREE Facebook group of hoteliers - https://www.facebook.com/share/g/wDiuSA1RbSGqqtJH/ 📍2/10/25 - 2/21 Doors are open! Join the Crown Society! https://www.thewisepineapple.com/crown

Stop spinning in circles. Start smashing guest scores Are you working hard but not moving forward? You might be under the spell of the Idea Fairy—constantly chasing new trends, TikToks, and techniques, but never truly solving the real problems holding your team back. In this episode, Christine Trippi delivers a powerful wake-up call: It’s not about having more ideas—it’s about executing the right one. Discover the one broken process in most hotels that’s silently crushing your guest experience scores—and how fixing it can transform your results, your reputation, and your team’s momentum. THIS IS THE GOLDEN TICKET! 💡 What You’ll Learn in This Episode: -Why the abundance of ideas is paralyzing your progress -How to identify the real problems guests are complaining about -The truth about work requests—and why they’re the sexiest system in your hotel -A 6-step blueprint to create, train, inspect, and resolve this problem. -How to shift from inspiration overload to CEO-level execution ✅ Action Items: -Audit Your Work Request Process: Ask housekeepers how they report issues. If their answers aren’t consistent—it’s broken. -Download & Customize the SOP: Share the episode on LinkedIn and tag Christine to get the ready-to-use Work Request SOP and bonus tools. -Schedule a Team Reset: Use this episode to launch a 1-week challenge to train, measure, and celebrate reporting work requests like a boss. Connect with Christine: 📍Website - https://www.thewisepineapple.com/ 📍Linkedin profile - https://www.linkedin.com/in/christine-trippi-56105311 📍Insta link - https://www.instagram.com/the_wise_pineapple/ 📍YouTube Link - https://www.youtube.com/channel/UCU7LZGz1ZsveweIvpCIkrfQ/ 📍Join our FREE Facebook group of hoteliers - https://www.facebook.com/share/g/wDiuSA1RbSGqqtJH/ 📍2/10/25 - 2/21 Doors are open! Join the Crown Society! https://www.thewisepineapple.com/crown

In Part 2 of this heartwarming and insightful interview, Christine welcomes back hospitality expert and former “Concierge to the Stars” Jamie Cooperstein. Jamie dives into her signature Five Keys to Service Excellence, emphasizing emotional intelligence, empowerment, and overdelivering with grace. You’ll learn actionable ways to elevate guest experiences—whether you're in hotels, healthcare, retail, or beyond. 📚 What You'll Learn: Why treating the emotion is the #1 strategy for winning back upset customers Jamie’s tried-and-true Five Keys to Service Excellence How to underpromise and overdeliver like a hospitality ninja A jaw-dropping service win that made Jamie the hero The power of timely service recovery and the Service Recovery Paradox Why hospitality isn’t just for hotels anymore 🌟 Jamie’s 5 Keys to Service Excellence: Anticipate Needs Personalize the Experience Underpromise & Overdeliver Be Empowered Treat the Emotion (Timely Service Recovery) ✅ Action Items for Listeners: ✅Reflect: Think of a time you skipped “treating the emotion.” How could you have done better? ✅Practice Underpromising: In your next email, give yourself a cushion—and then wow them by being early. ✅Empower Your Team: Give your staff permission to resolve simple customer issues without a manager. ✅Share the Show: Know someone in retail, banking, or healthcare? Send them this episode—they’ll thank you. Connect with Jamie: 📍Linkedin - https://www.linkedin.com/in/jamie-cooperstein/ 📍Instagram - https://www.instagram.com/jcoopconsulting/?hl=en Connect with Christine: 📍Website - https://www.thewisepineapple.com/ 📍Linkedin profile - https://www.linkedin.com/in/christine-trippi-56105311 📍Insta link - https://www.instagram.com/the_wise_pineapple/ 📍YouTube Link - https://www.youtube.com/channel/UCU7LZGz1ZsveweIvpCIkrfQ/ 📍Join our FREE Facebook group of hoteliers - https://www.facebook.com/share/g/wDiuSA1RbSGqqtJH/ 📍2/10/25 - 2/21 Doors are open! Join the Crown Society! https://www.thewisepineapple.com/crown

🎙️Show Notes: What do sports journalism, Botox appointments, and secret luxury back hallways have in common? The fabulous Jamie Cooperstein! This week, we dive into one of the juiciest conversations I’ve had on The YES Show—so juicy I had to make it two parts! In this first half of our delightful two-part conversation, I sit down with Jamie Cooperstein, former Five Diamond concierge, hospitality speaker, and now author of True Hospitality. We explore her unexpected pivot from aspiring sportscaster to hospitality superstar, her first “YES” at the Rittenhouse Hotel, and a Botox story that will have you howling and nodding all at once. Jamie’s raw honesty, humor, and hospitality heart make this episode a must-listen. You’ll hear: -Jamie’s journey from ESPN dreams to luxury hotel magic -The unforgettable Botox guest story that taught her a lifelong hospitality lesson -Why her first uniform made her feel like she could conquer the world -What most people get wrong about luxury—and how she debunks it with heart And this is just Part 1! It was so good, we had to keep it going for next week. Be sure to subscribe and come back for Part 2, where we dig into Jamie’s five keys to service excellence, outrageous guest stories, and more hospitality gold! 🔥 3 Action Items: 1. Say YES—even when you’re unsure. You might just end up transforming someone’s experience (and your own). 2. Capture your stories. Start a journal of daily service moments—you never know which one might change a life (or become your book). 3. Be the guest. Experience your service firsthand to better serve others. Get the Be Our Guest Scavenger Hunt in the show notes! Connect with Jamie: (11) Jamie Cooperstein | LinkedIn BOOK - J. Cooperstein Hospitality Consulting True Hospitality: Lessons Learned from Behind the Concierge Desk: Cooperstein, Jamie: 9781964721323: Amazon.com: Books Connect with Christine: 📍Website - https://www.thewisepineapple.com/ 📍Linkedin profile - https://www.linkedin.com/in/christine-trippi-56105311 📍Insta link - https://www.instagram.com/the_wise_pineapple/ 📍YouTube Link - https://www.youtube.com/channel/UCU7LZGz1ZsveweIvpCIkrfQ/ 📍Join our FREE Facebook group of hoteliers - https://www.facebook.com/share/g/wDiuSA1RbSGqqtJH/ 📍2/10/25 - 2/21 Doors are open! Join the Crown Society! https://www.thewisepineapple.com/crown