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
Please Hold for Applause: Your Lobby Is a Stage. The Theater of Hospitality S1E9a
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 signal role and create expectations
• Great staff need both scripted lines and improvisational ability
• Back-of-house areas should be treated as "green rooms" where staff can recharge
• Environmental elements like lighting and sound are crucial to maintaining immersion
• Effective hospitality balances performance with genuine empathy
• Staff need to be trained as performers, not just task-completers
Want to train for the world's greatest stage? Come study with us at the University of Arkansas Hospitality Management Program. We know the spotlight's real and we'll help you own it.
You're listening to Housekeeping Didn't Come where we break down what it really takes to run a hospitality operation, from boots to budgets. I'm Rob Powell and today we're channeling our inner Broadway director, because hospitality, it's theater. It always has been. I used to work at Disney a long time ago, and they got this right decades ago. Disney a long time ago, and they got this right. Decades ago, they taught the world that every guest-facing area is on stage and every back hallway, break room or maintenance closet is offstage. The lesson here when you're in front of guests, you're performing, and performance isn't fake, it's intentional. Now here's how this plays out. Uniforms are your costumes. A crisp apron or blazer isn't about vanity. It signals role, identity and expectation.
Speaker 1:Scripts matter, but so does improv. Train your staff on opening lines and recovery language, but also empower them to riff. Great actors memorize the script, but the magic is in the delivery. Back of house must be a safe green room. Want your team to shine on stage, make the break room somewhere they can recharge, vent and reset. Lighting, sound and set designs absolutely matter. Ever been in a lobby with a weird lighting and elevator music from 2007? That's a broken set and it breaks immersion. Hospitality is emotional. Guests walk in with hopes, stress and expectations. Our job is to deliver an experience that is part performance and part empathy. So the next time you're training staff, don't just give them tasks. Give them roles Not robotic ones, but intentional, human, guest-centered performances. This is Rob Powell. Now take a bow and check your stage cues. Want to train for the world's greatest stage? Come study with us at the University of Arkansas Hospitality Management Program. We know the spotlight's real and we'll help you own it.