Kate Buhler, founder and president of Profitable to Train, is a leading expert in hospitality service excellence and profitability. With decades of experience across luxury brands including Four Seasons, Ritz-Carlton, Rosewood Hotels & Resorts, Baccarat, Peninsula, and Bulgari, Kate is known for her unique approach to training that drives both employee satisfaction and financial success. Her new book, Inhospitable: Lessons Learned from a Lifetime in Service, tackles a critical question in the industry: why is great service often so hard to come by?

In this episode, Dean Arun Upneja engages in a thought-provoking conversation with Kate about the evolving landscape of hospitality, the critical role of the human touch in a tech-driven world, and how her “Profitable to Train” method helps businesses unlock untapped potential. Kate also shares insights on bridging generational gaps in service expectations, strategies for meaningful revenue management, and advice for rising professionals.

Email us at shadean@bu.edu

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration.

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Marketing: Rachel Hamlin, Senior Marketing Manager

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0