Ericka Nelson, General Manager, Kimpton EPIC Miami
Invest: spoke with Ericka Nelson, general manager of Kimpton EPIC Miami, about the strength of Miami’s hospitality market, the role of major events in sustaining demand, and how the hotel is differentiating itself through people-first service and local programming. “The great news is that we see every indication that hospitality in Miami remains incredibly strong and vibrant,” Nelson said.
How would you describe the hospitality market in Miami, and how does it compare to a year or two ago?
The past year for Kimpton EPIC Miami has been defined by steady, high-quality demand. We are seeing that across all segments, including business group travel as well as our premium, luxury, and lifestyle segments. Downtown Miami hotels are enjoying a full year-round calendar, and that continues to drive visitation throughout the urban core. The great news is that we see every indication that hospitality in Miami remains incredibly strong and vibrant.
Miami has also seen a wave of new hotel openings and growing competition. How do you see the competitive landscape evolving, and where does Kimpton EPIC fit within it?
I like to use the phrase thoughtful hospitality, and that starts by leading with our colleagues. We work hard to create an environment that makes people want to come to work every day, because this is a highly competitive market not only for guests, but also for talent. My most important responsibility is making sure our team members have the right uniforms, the right training, and the right tools to bring thoughtful hospitality to life for our guests.
When you take care of those elements first, the rest tends to come together cohesively. Guests can feel the difference when service is genuine, and that remains one of the most important differentiators in a crowded hospitality market. For us, that internal culture is what ultimately supports the guest experience and long-term performance.
How do events such as the World Baseball Classic, Miami Open, Race Week, and the World Cup affect occupancy, pricing, and overall performance?
We absolutely depend on these market-driven demand generators, and we are fortunate that Miami remains vibrant year-round. These events help drive demand across multiple segments, and they create opportunities for us to be strategic in how we manage business and nurture different revenue streams.
What is especially exciting is that we are not simply benefiting from these events passively. We are also building programming around them. During the World Cup, for example, Area 31 will host a curated pop-up called COPA Social. That activation will pay homage to the countries participating in the tournament and create an experience that extends beyond the traditional hotel stay. Those kinds of initiatives allow us to capture the energy of the market while giving guests something distinct and memorable.
How do you expect your customer mix to evolve through 2026 across leisure, corporate, group, and international demand?
I continue to see strong demand across all of those segments. Based on the business we have already secured and the trends we are seeing, the outlook remains positive. There is no indication that any one category is weakening in a meaningful way. Instead, we are seeing continued vibrancy across the board.
The cruise industry is also stronger than it has ever been, and being close to major ports is incredibly important for us. Miami benefits from a unique blend of leisure, business, cruise, and international demand, and that gives the market resilience. We continue to use all of those demand generators to ensure the hotel remains successful and well positioned.
Traveler expectations have shifted toward more experiential stays. What are you seeing from guests today, and how are you adapting?
Markets change, trends change, and traveler expectations evolve, but thoughtful hospitality remains constant. The real question is how you genuinely deliver experiences. Guests today want memorable moments, something distinctive, and often something worth sharing. But those experiences have to feel authentic.
Food, beverage, and local culture are central to Miami’s identity. How are you partnering with the local community to reflect that for visitors?
One example is our Artist in Residence program. We created a high-profile space in the building where we work with local artists, often up-and-coming artists, and give them a platform to showcase their work. We also support those activations with media events and visibility, which helps amplify their presence in the community.
That program is one way we give back while also reflecting the character of Miami. We are intentional about representation, whether that means highlighting a female artist during Women’s History Month or making sure Hispanic artists and other communities are represented at the right times throughout the year. It creates a stronger connection between the hotel and the local market, and it gives guests a more meaningful experience of the city.
Technology and AI are becoming a bigger part of hospitality. How are you thinking about those tools while preserving service?
There is a phrase I heard about a year ago that has really stayed with me: AI is not going to take your job, but somebody who uses AI might take your job. That perspective has helped me think about adaptation in a practical way. I have spent a long time in hospitality, and I strongly believe in genuine human connection, but we also have to recognize the efficiencies technology can bring.
The key is using technology in ways that support service rather than replace it. I have been exploring AI-driven phone technology that can help guests get to the right answer more quickly, rather than forcing them through a long series of prompts. That kind of tool can improve convenience while still preserving the human interaction that matters most. We have also used AI in creative ways, from logos to graphics and other guest-facing elements. The point is to embrace the tools around us while keeping the hospitality experience rooted in people.
Where do you see the greatest opportunities for growth over the next few years, and what are your top priorities?
Our focus is on managing the compression we see coming through the market over the next several months while continuing to invest in our people, elevate the guest journey, and advance our sustainability goals. Those are the areas where I see the biggest opportunities.
From a workforce standpoint, labor availability and wage inflation remain real considerations, so we are responding with cross-training ahead of peak events, career pathing, scheduling flexibility, and skill development. Those are critical investments if we want to retain and elevate talent. Hospitality is ultimately powered by people, so we have to stay focused on creating opportunities for our team members to grow and succeed.
As you plan for 2026 and beyond, what gives you the most confidence about the Miami market?
What gives me confidence is the continued strength of Miami as a destination. We see major events coming to life, and we continue to see people choosing Miami for both business and leisure. The city has evolved significantly in how it is perceived, and that has expanded its appeal. Whether someone is drawn by the culinary scene, the arts community, major sporting events, or business opportunities, there is a reason for them to come here.
That sustained appeal matters. Miami continues to enhance those strengths, and that makes the market more dynamic and more durable. It is a place that attracts visitors, investors, and companies, and that creates strong momentum for hospitality.
Is there anything else you would like to add?
Kimpton EPIC Miami remains at the heart of what is happening in hospitality in Miami, and we continue to drive results by bringing the guest experience to life while staying true to the colleagues who make that experience possible. We have been proud to receive recognition that reflects that work, including being named one of the best hotel pools by USA Today and earning recognition from Travel + Leisure as one of the top hotels in Miami.
Those accolades matter because they validate the experience we are creating, but they also reinforce our larger focus. We want to continue delivering an exceptional stay, supporting our team, and contributing meaningfully to the hospitality landscape in Miami.
