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.
Housekeeping Didn't Come
Beyond the Welcome: Crafting Memorable Guest Experiences Through the Five Senses S1E6
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 or a small B&B in Wisconsin, your real product isn't rooms, meals, or services, but memories that stick. The most successful brands understand this instinctively. Walk into a Wynn casino in Las Vegas and notice how the lighting flatters, the signature scent envelops you, the background music shifts perfectly between zones, and even the carpet beneath your feet communicates luxury with every step. This isn't accidental—it's meticulous sensory choreography designed to transform guests emotionally.
Each sense plays a crucial role in creating unforgettable experiences. Visual design goes beyond aesthetics to influence mood and behavior. Sound—from carefully curated playlists to strategic silence—can turn tables faster or help guests sleep better. Smell creates our strongest emotional memories, whether through fresh-baked bread or signature hotel scents. Taste opportunities extend beyond restaurants—welcome cocktails or check-in cookies forge flavor memories associated with your brand. Touch encompasses everything from linen quality to the ergonomics of your furniture. The most compelling aspect? Creating these sensory experiences doesn't require a Disney-sized budget—just intentionality and attention to detail. Even a rustic lodge in northern Minnesota created devoted repeat customers through a simple evening ritual combining woodsmoke, cardamom-infused hot chocolate, and a glowing stove.
If you're not designing for all five senses, you're leaving money, loyalty, and magic on the table. What do guests see, hear, smell, taste, and touch when they walk through your doors? If you don't like the answer, it's time to engage your customers' senses in ways their brains won't forget. Subscribe now for more insights on creating hospitality experiences that truly transform—and don't forget to share with your team!
Welcome to Housekeeping. Didn't Come the podcast where we talk about hospitality, leadership and the stories behind the scenes that make this business a little crazy, a little beautiful and completely unforgettable? I'm Rob Powell, your host, your guide and the guy still waiting for that mini shampoo. Refill Today's topic creating experiences that engage all five senses. Creating experiences that engage all five senses Yep, all five, not four, not whatever fits the budget all five senses.
Speaker 1:Hospitality is not a transaction, it's transformation. You're not just selling a room, a meal or a ride. You're selling a memory. And if you want that memory to stick, you better light up every sensory pathway on the map. Think about the first time if you've ever done this walked into a Wynn casino the Wynn and Encore in Las Vegas, two of my favorites. The lighting was fantastic, the air had a subtle signature scent, the music was well mixed depending on what zone you were in, the slot machines had this little ding that you could hear off in the background and the carpets were plush enough to feel like you're walking into success. You felt that way. Or have you ever walked down Main Street at Disney? You're hit with the smell of popcorn or vanilla cupcakes piped in background music from a bygone era, cast members in crisp costumes smiling at just the right pitch, all while the bricks under your feet subtly shift you from guest to child again, these aren't accidents, they're design, intentional sensory choreography.
Speaker 1:Let's break down all five, starting with Sight. Sure, we all know design matters. But sight isn't just pretty. It's signage that soothes, lighting that flatters and color schemes that make guests feel relaxed or energized, depending on the moment. Sound Ambiance isn't background noise, it's everything.
Speaker 1:Restaurants play certain music to turn tables faster. Hotels use white noise machines to help guests sleep. Even the lack of noise in a luxury spa, that's part of the magic Smell, our most emotional sense. One whiff of fresh baked bread I can't talk today or lemongrass infused towels, and you've created emotional recall. It's powerful, it's primal and it's cheap.
Speaker 1:Taste, obviously in restaurants, sure, but even in lodging or attractions. Offer a welcome cocktail, a pillow chocolate or, heck, even warm cookies at check-in, and guests will remember you by flavor Touch. From linen thread count to the curve of a chair arm, texture speaks. Think smooth bar tops, warm mugs, cozy throws, even the handshake of a concierge, yes, that counts. But, rob, I'm not Wynn, I'm not Disney. I run a 35-room inn in Wisconsin. That's perfect. Because here's the kicker you don't need a billion-dollar budget to engage the senses, you need intentionality. Put a cinnamon stick in your morning coffee service. Swap out the standard hotel soap for locally made lavender bars. Choose a playlist music that reflects your region's vibe. There's elegance and subtlety, there's magic and micro deals and there's ROI and memory.
Speaker 1:Let me tell you about a lodge in northern Minnesota. Rustic, nothing fancy, but every night at 8 pm they lit a wood-burning stove in the common room and served homemade hot cocoa with cardamom. The smell, pure comfort. The taste Very unique. The warmth of the stove Irresistible. Guests didn't just stay there, they returned year after year. Why? Because their senses remembered before their brains did. If you're in the hospitality business and you're not designing for all five senses, you're leaving money, loyalty and magic on the table. So ask yourself what do guests see, hear, smell, taste and touch when they walk through your doors? And if you don't like the answer, get to work, because housekeeping didn't come, but memories sure did See what I did there. Thanks for listening, subscribe, share and, as always, stay curious, stay kind and stay just a little bit unforgettable. Catch you next time.