Check-In with Bryan
Welcome to Check-In with Bryan, your essential podcast for staying ahead in the dynamic world of hospitality. Hosted by Bryan Fish, CEO of Reliance Hospitality and a highly sought-after keynote speaker, this podcast dives deep into the strategic insights, evolving trends, and transformative ideas driving the hospitality and travel industries forward.
Drawing from Bryan’s extensive background in hospitality management, strategic planning, and business innovation, each episode features compelling discussions with influential industry leaders, hotel executives, investors, asset managers, and expert consultants. You’ll gain valuable insights into operational excellence, market developments, investment opportunities, asset optimization strategies, and relevant travel news influencing the hospitality landscape.
Designed specifically for hotel owners, operators, hospitality investors, travel professionals, and industry leaders, Check-In with Bryan empowers listeners to elevate their business strategies, harness industry-leading insights, and navigate the ever-evolving intersection of hospitality and travel.
Stay informed, inspired, and ahead of the competition with Bryan Fish and Reliance Hospitality.
Check-In with Bryan
The Customer Isn’t Always Right (Hotel Tales & Fixes)
This week’s Check-Out Fridays gets real (and hilarious) about guest behavior, staff sanity, and the messy truth behind “the customer is always right.” From viral hotel-review segments to a wild Bonefish Grill incident and a Chick-fil-A drive-thru puzzle, Bryan and Tyler share frontline stories and practical takeaways every hotel operator—and every traveler—should hear.
What You’ll Learn
- Why “the customer is always right” can hurt service quality
- Simple scripts for handling unreasonable manager requests
- Smart ways to defuse lobby meltdowns during sell-outs
- How to prevent (and document) pet-policy abuse and room damage
- The psychology of online reviews—and prompting balanced feedback
- Three guest-facing rules to post for fewer complaints & better scores
Enjoy these Friday check-outs? Subscribe and tell us: What’s the wildest guest request you’ve ever handled—or received?
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