Defining Hospitality

What happens when hospitality shifts from serving to empowering, when chefs become creators, not just cooks?

In this episode, Dan Ryan sits down with Emmie Nostitz and Zach Knight, co-founders of Tivity, a platform redefining private dining by connecting clients with talented chefs for personalized in-home and venue experiences. Together, they explore how Tivity empowers chefs to run their own businesses, foster creativity, and bring hospitality back to its human roots.

Emmie and Zach share how Tivity began as a passion project and evolved into a chef-centered movement operating across the U.S. and abroad. They discuss their philosophy of quality over quantity, the delicate balance between technology and personal connection, and why thoughtful growth matters more than rapid expansion. From intimate dinners to large-scale events, they reveal how every experience becomes a creative collaboration, crafted with care, trust, and authenticity.

You’ll hear insights on what it means to empower creators, how to manage expectations gracefully, and why true hospitality begins with empathy and human connection. Tivity’s story offers a blueprint for sustainable growth, purpose-driven leadership, and a reimagined future for dining.

Takeaways:

By centering chefs and giving them creative control, Tivity transforms both the chef and guest experience. When people feel trusted and supported, creativity and quality naturally flourish.Managing expectations, listening deeply, and fostering genuine connection are at the heart of every memorable event. True care and empathy turn a simple dinner into an unforgettable experience.Sustainable success comes from prioritizing trust, quality, and cultural integrity over rapid scaling. Tivity’s slow, deliberate growth proves that meaningful relationships outlast quick wins.Smart systems streamline operations, but they can’t replace the power of personal touch. Tivity uses technology to enhance connection—not to automate it away.The founders envision a world where booking a private chef is as easy as ordering takeout. By making chef-led experiences accessible and personal, they’re reshaping how we think about dining and hospitality.

Quote of the Show:

“There’s nothing more intimate and human than someone coming into your home, creating a meal, and then sharing that meal.” - Emmie Nostitz

“If the chef has the tools they need to execute a meal, which is their passion or their pursuit, then they’re going to crush it.” - Zach Knight

Links:

LinkedInZach’s LinkedIn: https://www.linkedin.com/in/zach-knight-3916931bb/  Emmie’s LinkedIn: https://www.linkedin.com/in/emmie-nostitz-23b2545/   Company website: https://www.thetivity.com/  InstagramEmmie’s Instagram: https://www.instagram.com/emmienostitz/  Tivity’s Instagram: https://www.instagram.com/the_tivity/ 

Shout Outs:

8:39 - SharkTank https://abc.com/show/535e2b07-18a9-4d94-9803-9ed8257b9d23 8:46 - Uber https://www.uber.com/ 25:18 - Small Giants by Bo Berlinggain https://www.amazon.com/Small-Giants-Companies-Instead-10th-Anniversary/dp/014310960X    26:40 - Zingerman’s https://www.zingermans.com/ 32:36 - Uber Eats https://www.ubereats.com/ 32:37 - Seamless https://www.seamless.com/ 33:02 - Nobu https://noburestaurants.com/ 38:11 - Uchi Restaurant Group https://www.uchirestaurants.com/ 38:45 - Adobe Illustrator https://www.adobe.com/products/illustrator.html 42:10 - Aspen Mountain https://www.aspensnowmass.com/ 53:2 - Shoe Dog: A Memoir by the Creator of Nike https://www.amazon.com/Shoe-Dog-Memoir-Creator-Nike/dp/1501135910 56:46 - Google https://www.google.com/ 59:03 - OpenTable https://www.opentable.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What happens when brand becomes more than a logo and turns into a decision-making framework for every part of hospitality?

In this episode, Dan Ryan sits down with Matt Ferebee, co-founder and Chief Creative Officer of FerebeeLane, to explore how powerful brand strategy shapes luxury hospitality experiences from the inside out. Drawing on his work with properties like Blackberry Farm and global brands like The Ritz-Carlton, Matt shares how authentic care, storytelling, and culture-building drive excellence across teams and guest touchpoints.

They unpack what it means to truly live your story, how to operationalize brand values so they guide every decision, and why human connection remains irreplaceable in a tech-driven world. From empowering staff to embody a brand’s “North Star” to handling mistakes with grace, this conversation reveals how thoughtful branding becomes the heartbeat of extraordinary hospitality.

Takeaways: 

Branding becomes most powerful when it’s used as a framework for decision-making, not just a visual identity. When a brand’s purpose and values are clear, they guide everyone toward a unified guest experience.True hospitality is about genuine care and attention to others, not just providing services. The best experiences are built on human warmth, empathy, and small, thoughtful gestures that make guests feel truly welcomed.A lasting culture of excellence depends on communication, empowerment, and a shared commitment to improvement. The strongest brands don’t simply tell stories, they live them. Every design choice, service moment, and guest interaction becomes an opportunity to bring the brand’s story to life in an authentic way.Technology can enhance efficiency, but it should never replace the human touch that defines true hospitality. Balancing innovation with the timeless power of real human connection is the future.

Quote of the Show: 

“Genuine hospitality is the saving grace in the midst of things going wrong.” - Matt Ferebee

Links:

Matt’s LinkedIn: https://www.linkedin.com/in/matt-ferebee-2287566/  FerebeeLane’s Company website: https://www.ferebeelane.com/  FerebeeLane’s Instagram: https://www.instagram.com/ferebeelane/ 

Shout Outs:

5:41 - Blackberry Farms https://www.blackberryfarm.com/ 12:29 - Biltmore House https://www.biltmore.com/ 12:31 -  Shelburn Farms https://shelburnefarms.org/ 24:11 - The Barn at Blackberry Farm https://www.blackberryfarm.com/wine-food/restaurants/the-barn 28:35 - Marvel Architecture https://marveldesigns.com/ 34:48 - The Ritz Carlton https://www.ritzcarlton.com/ 35:04 - The Ritz Carlton Bacara https://www.ritzcarlton.com/en/hotels/sbarz-the-ritz-carlton-bacara-santa-barbara/overview/ 37:27 - The Ritz-Carlton O‘ahu, Turtle Bay https://www.turtlebayresort.com/ 53:01 - JW Marriott https://www.marriott.com/default.mi 54:03 - St. Regis Hotel https://st-regis.marriott.com/ 54:52 - Grand Bohemian Hotels https://www.kesslercollection.com/our-hotels/ 55:13 - The Pig Hotel https://www.thepighotel.com/ 55:45 - La Creuset https://www.lecreuset.com/ 57:06 - Thermador https://www.thermador.com/us/ 57:22 - Lotus Kitchen Appliances https://lotuscooking.com/ 57:39 - Stitch Golf https://stitchgolf.com/ 59:08 - Disney https://www.disney.com/ 59:12 - Star Wars https://www.starwars.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does authentic, people-centered hospitality look like?

In this episode, Dan Ryan talks with Margot Stern, hospitality entrepreneur and founder of Avenida Baja and The Hopewell, about her journey from global marketing at Mattel to building boutique hotels rooted in community and belonging. They explore how authenticity, storytelling, and resilience shape successful hospitality ventures and what it takes to raise capital, navigate local politics, and lead with empathy in a traditionally male-dominated industry.

Margot defines hospitality as creating a true sense of welcome, shares candid insights from her path as a female founder, and reveals how transparency, vision, and community engagement can turn challenges into opportunities for growth.

Takeaways: 

True hospitality starts with creating a genuine sense of belonging, when people feel truly seen and valued, everything else follows.Embrace career pivots and unexpected opportunities as pathways to growth; every experience can build skills that serve future ventures.Use storytelling and clear visuals to communicate your vision; numbers matter, but emotional connection inspires belief and investment.Engage openly with communities and stakeholders early in any project; transparency builds trust and helps turn resistance into collaboration.Choose investors, partners, and mentors who align with your values and vision, mutual respect is the foundation of sustainable success.Innovate in how you raise funds and share your story; modern tools like crowdfunding and digital platforms can help you reach new, supportive audiences.

Quote of the Show:

“Sometimes things don't work out exactly the way you want and it can turn into something beautiful" - Margot Stern

Links:

LinkedIn: https://www.linkedin.com/in/margot-stern-67a0a97/  Company website: https://www.avenidabaja.com/ , https://www.the-hopewell.com/  Instagram: Personal: https://www.instagram.com/margot_stern/?hl=en  Avenida Baja: https://www.instagram.com/avenidabaja/?hl=en  The Hopewell: https://www.instagram.com/the_hopewell/# 

Shout Outs:

1:10 - The Lauder Institute/The Wharton School https://lauder.wharton.upenn.edu/2:23 - University of Pennsylvania https://www.upenn.edu/ 13:35 - Independent Lodging Congress https://ilcongress.com/  33:15 - James Beard Awards https://www.jamesbeard.org/awards 34:37 - The Stockton Inn https://www.stocktoninn.com/ 37:20 - Philadelphia Magazine https://www.phillymag.com/ 49:07 - Death and Co. https://www.deathandcompany.com/ 49:15 - Crowdfunding https://www.crowdfunding.com/ 1:00:38 - Entrepreneurs Organization (EO) https://eonetwork.org/?scLang=en 1:00:42 - Young Presidents’ Organization (YPO) https://www.ypo.org/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does carbon-positive hospitality look like? 

In this episode, Dan Ryan talks with Jon Buerge, CEO of Urban Villages, about Populus, the world’s first carbon-positive hotel, and how sustainability is reshaping hospitality from the ground up. They explore how design, materials, and mindset can transform guest experiences, strengthen brand loyalty, and create long-term business value.

Jon shares the story behind Populus and the vision driving Urban Villages’ sustainable developments. He defines hospitality as a selfless pursuit of extraordinary experiences and explains why true hospitality must include care for the planet. From innovative building materials like fly ash concrete to transparent, guest-facing sustainability efforts, Jon and Dan discuss how Populus is redefining what it means to host with purpose.

Takeaways:

True hospitality is rooted in empathy and selfless guest care, with sustainability at its core.Populus Hotel was designed to leave the planet better than it was found through carbon-positive innovation.Sustainability enhances business performance by lowering costs and increasing guest loyalty.The hospitality industry must evolve beyond rigid policies to embrace flexible, holistic sustainability solutions.Investors are increasingly prioritizing sustainable projects that align with long-term environmental goals.Consumer demand, especially among younger generations, is driving the industry toward greener practices.

Quote of the Show:

“Hospitality is the kind of unwavering and selfless pursuit of an extraordinary experience for a guest” - Jon Buerge

Links:

LinkedIn: https://www.linkedin.com/in/jon-buerge-95229118/  Company website: https://urban-villages.com/  Populus Denver: https://populusdenver.com/ Populus Seattle: https://populusseattle.com/ Instagram: https://www.instagram.com/urban.villages/ 

Shout Outs:

9:25 - Populus Hotel https://populusdenver.com/ 15:16 - McKinsey Study https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/talk-is-cheap-how-much-will-consumers-really-pay-for-green-products 15:27 - Bookings.com study https://news.booking.com/bookingcoms-2025-research-reveals-growing-traveler-awareness-of-tourism-impact-on-communities-both-at-home-and-abroad/ 16:35 - Patagonia https://www.patagonia.com/home/ 18:45 - Denver Office of Climate Change https://denvergov.org/Government/Agencies-Departments-Offices/Agencies-Departments-Offices-Directory/Climate-Action-Sustainability-and-Resiliency 23:33 - Aparium https://www.aparium.com/ 28:18 - Lead Certification https://www.epa.gov/lead/getcertified 29:05 - Metropolis Magazine https://metropolismag.com/ 32:15 - Mind Click https://www.mindclick.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Can structure and systems actually make hospitality feel more human?

Yann de Rochefort, founder of Boqueria Restaurants, has spent the last 20 years redefining what modern hospitality feels like. From a single tapas bar in Manhattan to beloved locations across the U.S., Yann has built a restaurant brand rooted in warmth, culture, and design, all while keeping the experience consistent and deeply human. Yann shares how structure creates freedom, why culture matters more than any single person, and how intentional design can make every guest feel at home the moment they walk in. He also opens up about scaling Boqueria through stormy seas, building resilient teams, and leading with purpose in one of the toughest industries around.

Takeaways: 

Build strong habits and systems in your work or business. This structure provides the freedom to improvise and be creative when needed.Prioritize genuine human connection over transactional interactions. Listen, observe, and tailor your approach to each individual’s needs.People may come and go, but a strong, clearly defined culture anchored in real values, beliefs, and rituals will sustain and grow your organization.Don’t just put values on a wall. Integrate them into daily language, feedback, and rituals so they become part of your team’s identity and decision-making.When expanding or collaborating, ensure alignment in values, energy, and target audience. Don’t compromise on what makes your brand unique.The hospitality industry offers steep career paths for those willing to learn and work hard. Invest in training and provide opportunities for advancement.Sometimes the simplest products (like dates wrapped in bacon) become customer favorites. Don’t overlook the power of doing simple things exceptionally well.

Quote of the Show:

“What distinguishes hospitality from a transaction is the human connection.” - Yann de Rochefort

Links:

LinkedIn: https://www.linkedin.com/in/yann-de-rochefort-1050771/ Website: https://boqueriarestaurant.com/ Book Link: https://a.co/d/5LmLh57 

Shout Outs:

1:07 - James Beard Foundation https://www.jamesbeard.org/ 2:05 - AC Hotels https://ac-hotels.marriott.com/ 2:24 - Schnippers https://www.schnippers.com/location/schnippers-times-square/ 3:12 - Dave Trost https://davetrostdesign.com/ 5:30 - Ethan Gabany https://www.linkedin.com/in/egabany/ 5:37 - Hyatt https://www.hyatt.com/loyalty/en-US 5:55 - Bon Appetit Magazine https://www.bonappetit.com/ 5:58 - Houston/Hillstone’s https://www.houstons.com/ 13:56 - Meyer Davis https://www.meyerdavis.com/ 18:11 - Will Meyer https://www.linkedin.com/in/will-meyer-7685677/ 22:45 - Mike Tyson https://en.wikipedia.org/wiki/Mike_Tyson 26:15 - Ritz Carlton https://www.ritzcarlton.com/ 28:38 - Mark Green https://www.linkedin.com/in/coachmarkgreen/ 36:48 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 36:53 - Moxy https://moxy-hotels.marriott.com/ 36:57 - W Hotels https://w-hotels.marriott.com/ 43:02 - Entrepreneurs’ Organization https://eonetwork.org/ 45:52 - Setting the Table https://a.co/d/fvTjMA9 45:54 - Danny Meyer https://www.ushg.com/team/danny-meyer 45:58 - Union Square Cafe https://www.unionsquarecafe.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What makes hospitality design truly memorable?

Today, Dan is joined by James Lee, Hospitality Managing Director and Design Principal at IA Interior Architects. James discusses the blurring lines between architecture and interior design in the context of hospitality, emphasizing the emotional impact of interior spaces. They explore the unique focus of IA on creating immersive and memorable experiences through design. James shares insights on the importance of understanding local culture for international projects, the role of social media in contemporary design research, and the significance of budget considerations in executing successful hospitality projects. Additionally, the conversation highlights the team's innovative approach, exemplified by their radical innovation project, 'The Passage,' aimed at repurposing abandoned railway lines into sustainable hotel destinations. James discusses the collaborative efforts within IA and emphasizes nurturing young talent to drive creative and impactful design solutions.

Takeaways: 

Blur the lines between architecture and interiors to create seamless, holistic hospitality experiences that connect with both the mind and the heart.Lead with storytelling in your design process. A powerful narrative makes spaces resonate emotionally and ensures people remember the moments they experience there.Involve local culture and community in your projects by researching social media, visiting neighborhoods, and identifying authentic “sense of place” elements to celebrate.Engage trusted partners early (lighting, FF&E, or case goods specialists) to ground your creative vision in realistic budgets and avoid costly redesign cycles.Dedicate a portion of time each week to innovation. Even two hours of “white space” thinking can spark ideas that transform projects and strengthen team collaboration.Mentor younger designers by channeling their raw creativity into workable solutions, blending fresh energy with experienced guidance to push design forward.Treat sustainability as both a design principle and a responsibility. Look for ways to repurpose structures, reduce waste, and give back to the community through your projects.

Quote of the Show:

“ Let's not try to hit the brain, let’s try to hit the heart. Let the story really relate to what we wanna say, not just literally, but emotionally.” - James Lee

Links:

LinkedIn: https://www.linkedin.com/in/james-lee-6430ab71/ Website: https://interiorarchitects.com/ Radical Innovation Voting Form: https://form.typeform.com/to/BoqOp3CR?typeform-source=www.radicalinnovation.io 

Shout Outs:

1:30 - Four Seasons https://www.fourseasons.com/ 1:31 - Ritz-Carlton https://www.ritzcarlton.com/ 1:32 - Marriott International https://www.marriott.com/default.mi 12:33 - Incline Village https://en.wikipedia.org/wiki/Incline_Village,_Nevada 17:38 - Radical Innovations https://www.radicalinnovation.io/ 18:03 - The Passage https://vimeo.com/1117799335?fl=pl&fe=vl 41:25 - Veronica Givone https://www.linkedin.com/in/veronica-givone-1234bba/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What happens when luxury design meets the wild?

Award-winning designer, Graeme Labe, Managing Partner and Chief Design Officer at Luxury Frontiers, shares how he’s redefining hospitality by crafting experiences that connect people deeply to nature, while championing sustainability and community. Graeme shares his journey from traditional hospitality design to founding Luxury Frontiers, which focuses on creating unique, luxurious experiences in remote locations. The conversation covers topics such as the importance of experiential hospitality, the challenges of working in remote environments, and the role of sustainability and community engagement in their projects. Graeme also discusses the innovation culture within his team, their participation in the Radical Innovation Award, and the significance of site-specific design.

Takeaways: 

Focus on creating unique, immersive experiences that connect guests to their environment, rather than just providing traditional luxury.Design experiences that gently push guests out of their comfort zones, allowing them to grow while still feeling safe and cared for.Integrate sustainability into every aspect of your projects: from site selection and building materials to community engagement and ongoing operations.Foster a culture of innovation within your team. Set up internal labs or competitions to encourage experimentation with new materials and ideas.Use natural materials and let the surrounding environment take center stage in your designs. Break down barriers between indoors and outdoors to enhance biophilic experiences.Thoughtfully integrate technology to improve comfort and accessibility, but also create opportunities for guests to disconnect and fully immerse themselves in the experience.Treat logistical, regulatory, and environmental constraints as opportunities to innovate and improve your designs.

Quote of the Show:

“ It’s those moments that take you out of your comfort zone, when you’re truly immersed in a place, that change your life. That’s the kind of experience we try to design for.” - Graeme Labe

Links:

LinkedIn: https://www.linkedin.com/in/graeme-labe-a0332b19/ Website: https://www.luxury-frontiers.com/ Instagram: https://www.instagram.com/luxury_frontiers/ 

Shout Outs:

1:16 - Radical Innovation https://www.radicalinnovation.io/ 1:53 - AHEAD Awards https://www.aheadawards.com/ 5:26 - The Lion King https://en.wikipedia.org/wiki/The_Lion_King 7:08 - Orient Express Hotels https://www.orient-express.com/hotels 9:47 - Volkswagen https://www.vw.com/en.html 9:48 - Coleman https://www.coleman.com/ 22:16 - Luca Franco https://www.linkedin.com/in/luca-franco-5507b311/ 28:18 - Blue Sky Award https://www.blueskyawards.com/en/ 30:41 - Anomien Smith https://www.linkedin.com/in/anomien-smith-73917715/ 35:02 - The Crown https://en.wikipedia.org/wiki/The_Crown_(TV_series) 35:05 - King George https://en.wikipedia.org/wiki/George_III 35:09 - Queen Elizabeth https://en.wikipedia.org/wiki/Elizabeth_II 41:34 - Hirsch Bedner https://hba.com/ 41:45 - Michael Bedner https://hba.com/legacy/ 50:59 - Six Senses https://www.sixsenses.com/en/ 51:04 - Ritz Carlton https://www.ritzcarlton.com/ 51:06 - Marriott https://www.marriott.com/default.mi 51:07 - Four Seasons https://www.fourseasons.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does it take to lead a hotel company through constant headwinds while still inspiring teams and delivering exceptional guest experiences?

Today Dan interviews Scott Roby, President of Pacifica Hotels, to explore the state of the hospitality industry. They discuss the importance of focusing on controllable aspects of business, such as team and guest care, amid economic headwinds and legislative challenges in California. Scott shares insights on Pacifica's strategy of balancing ownership and third-party management, the value of maintaining a strong company culture, and the critical role of technology in the industry. The conversation also touches upon the future prospects and financial strategies for 2026 and beyond, emphasizing a meticulous approach to cost management and team accountability.

Takeaways: 

Encourage team members to share where they’re stuck or what could make their jobs better. Leaders should model vulnerability and ask focused questions like, “What’s one thing I can do to make your job easier?”Embrace technology and AI to streamline operations and enhance guest experiences. Use tech to remove rote tasks, freeing up staff for more meaningful guest interactions.When working with third-party owners or management partners, ensure alignment in values and culture. Have honest conversations early to avoid misfits that can erode company culture.Monitor both macro and micro trends in your market. Be prepared to pivot operations, staffing, and capital allocation as needed to respond to changing conditions.Build a culture of accountability. Be direct, give open feedback, and focus on solutions. Transparency with owners and team members builds trust and drives better results.Offer opportunities for team members to advance within your organization, which helps with retention and creates a stronger, more flexible workforce.At its core, hospitality is about making people feel safe, seen, and heard. Whether with guests or team members, focus on building relationships and delivering care.

Quote of the Show:

“A hotel management company is its people. The quality of the company is first and foremost about the people that they have on their team and how they're leading and inspiring the hotel teams.” - Scott Roby

Links:

LinkedIn: https://www.linkedin.com/in/scottroby/ Website: https://www.pacificahotels.com/ 

Shout Outs:

1:04 - Storyteller Hospitality https://storytellerhospitality.com/ 1:08 - Evolution Hospitality https://www.evolutionhospitality.com/ 2:52 - Independent Lodging Conference https://ilcongress.com/ 15:51 - The Serenity Prayer https://www.praywithme.com/serenity-prayer.html 17:27 - Tapestry Hotels https://www.hilton.com/en/brands/tapestry-collection/ 17:28 - Hilton https://www.hilton.com/en/ 20:01 - World Cup https://www.fifa.com/en/tournaments/mens/worldcup/canadamexicousa2026 55:00 - Smith Travel https://smith.travel/ 55:01 - Hotel Data Conference https://www.hoteldataconference.com/event/89ca421c-aff8-4d2b-a772-c71c8d0bf627/home 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Is EQ more important than IQ when it comes to hospitality?

Today, Manish Puri, General Manager of the Regent Hotels and Resorts Bali, joins Dan to dive into key topics in the industry, such as sustainability, community, and leadership. They discuss the essence of hospitality, differentiating it from mere service, and delve into the concept of regenerative hospitality and sustainability. Manish shares insights from his career at prestigious hotel brands like Oberoi, Burj Al Arab, Six Senses, and Regent Bali. They explore how sustainability initiatives can transform the industry, turning cost centers into investment centers, and the importance of heartfelt service. The conversation also covers the challenges of opening and managing new hotels and the impact of leadership and open-heartedness in inspiring younger generations in the hospitality industry.

Takeaways: 

Embrace regenerative practices by viewing waste as an opportunity to create value, turning sustainability efforts into investments rather than costs.Lead by example and integrity. Your actions are always being observed, so inspire others by consistently doing the right thing, even when no one is watching.Pay attention to the small details in your work. Excellence is built on thousands of thoughtful, consistent actions rather than a single grand gesture.Foster a culture of genuine care and positivity. Small acts of kindness and authentic smiles can create a powerful ripple effect throughout your organization.Design guest programs that encourage visitors to give back to the local community, such as volunteering or sharing their expertise, creating a positive impact beyond their stay.Treat sustainability initiatives as opportunities for investment and growth, not just as expenses. Find ways to turn environmental responsibility into tangible value.

Quote of the Show:

“ A luxury brand has to have that caring side of it. Caring for the environment, caring for all stakeholders, caring for the community. Without it, you are not a complete hotel.” - Manish Puri

Links:

LinkedIn: https://www.linkedin.com/in/manish-puri-36241231/ Instagram: https://www.instagram.com/manpuri/ Website: https://www.ihg.com/regent/hotels/us/en/reservation 

Shout Outs:

1:15 - Oberoi Hotels and Resorts https://www.oberoihotels.com/ 1:16 - Burj Al Arab https://www.jumeirah.com/en/Stay/Dubai/Burj-Al-Arab-Jumeirah 1:17 - Potato Head https://seminyak.potatohead.co/ 1:22 - Six Senses https://www.sixsenses.com/en/ 2:28 - IHG https://www.ihg.com/hotels/us/en/reservation 2:30 - Kimpton https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 2:33 - Intercontinental https://www.ihg.com/intercontinental/hotels/us/en/reservation 5:10 - Beverly Wilshire https://www.fourseasons.com/beverlywilshire/ 5:12 - Pretty Woman https://en.wikipedia.org/wiki/Pretty_Woman 5:48 - Four Seasons https://www.fourseasons.com/ 5:49 - Jim Brown https://www.linkedin.com/in/jim-brown-718240a/ 22:42 - TripAdvisor https://www.tripadvisor.com/ 28:45 - Tom Cruise https://en.wikipedia.org/wiki/Tom_Cruise 28:52 - Grand Hyatt https://www.hyatt.com/grand-hyatt/en-US 28: 53 - Kempinski Palace https://www.kempinski.com/en/palace-portoroz 29:02 - University of Oxford https://www.ox.ac.uk/ 29:02 - Cornell University https://www.cornell.edu/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What happens when a hotel developer moves from building Hampton Inns to creating lifestyle hotels with fire pits and Michelin-starred restaurants?

Today’s guest is a returning guest, Stephen Wendell, Co-Founder and CEO of Mountain Shore Properties. They explore the shift from select-service properties to luxury and lifestyle hotels, examining the business dynamics and guest experiences that differentiate these segments. Steven shares insights on building independent lifestyle hotels, dealing with construction challenges, financing, and the pivotal role of major brands and creative freedom. They also discuss the evolving demands of younger travelers and the potential for lifestyle hotels to serve as cultural hubs. The conversation touches on financing strategies, the impact of current economic conditions, and the balance between guest experience and profitability.

Takeaways: 

The most successful hospitality projects prioritize unique, memorable experiences for guests, which can lead to long-term loyalty and word-of-mouth growth.Each project is a learning opportunity. Apply lessons from past mistakes to improve future outcomes and avoid repeating errors.Consider a mix of select service and lifestyle/boutique properties to balance stability with higher-reward opportunities.Affiliation with major brands can make financing easier and provide valuable marketing/distribution support, but weigh the costs and benefits carefully.The best hotels become hubs for both guests and locals. Create spaces and experiences that attract both groups.Younger travelers value experiences over points. Offer unique, local collaborations and experiences to attract and retain this demographic.Hospitality is a long-term business. Set expectations with investors and partners accordingly, and operate with a long-term mindset.

Quote of the Show:

“Some people quit in the messy middle. We’ve pushed through, and now we know what to do and how to do it.” - Stephen Wendell

Links:

LinkedIn: https://www.linkedin.com/in/stephen-wendell-5417291a/ Website: https://mountainshoreproperties.com/ 

Shout Outs:

1:18 - Philadelphia Eagles https://www.philadelphiaeagles.com/ 2:00 - Camptown https://mountainshoreproperties.com/project/camptown-leeds-ny/ 3:56 - Airbnb https://www.airbnb.com/ 4:14 - Hyatt https://www.hyatt.com/ 4:15 - Dream https://www.hyatt.com/dream-hotels 4:16 - The Standard https://www.hyatt.com/the-standard/en-US 4:17 - Bunkhouse https://www.hyatt.com/bunkhouse-hotels/en-US/explore 4:18 - Hilton https://www.hilton.com/en/ 4:19 - Graduate https://www.hilton.com/en/brands/graduate-hotels/ 4:22 - Nomad https://www.hilton.com/en/brands/nomad-hotels/ 4:23 - Marriott https://www.marriott.com/default.mi 5:09 - Courtyard https://courtyard.marriott.com/ 5:17 - Hotel Genevieve https://mountainshoreproperties.com/project/hotel-genevieve-louisville-ky/ 7:20 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 13:00 - Gary Vaynerchuk https://en.wikipedia.org/wiki/Gary_Vaynerchuk 13:50 - Steve Jobs https://en.wikipedia.org/wiki/Steve_Jobs 13:52 - Bill Gates https://en.wikipedia.org/wiki/Bill_Gates 13:53 - Jeff Bezos https://en.wikipedia.org/wiki/Jeff_Bezos 14:49 - James Beard https://en.wikipedia.org/wiki/James_Beard 17:18 - AC Hotels https://ac-hotels.marriott.com/ 18:07 - Independent Lodging Congress https://ilcongress.com/ 18:18 - Deutsche Bank https://www.db.com/ 18:20 - Bank of America https://www.bankofamerica.com/ 22:31 - Vanguard https://investor.vanguard.com/ 22:32 - John Bogle https://en.wikipedia.org/wiki/John_C._Bogle 23:09 - JDV https://www.hyatt.com/jdv-by-hyatt/en-US/explore 24:08 - IHG https://www.ihg.com/hotels/us/en/reservation 24:12 - Vignette https://www.ihg.com/vignettecollection/hotels/us/en/reservation 25:29 - Waldorf Astoria https://www.hilton.com/en/brands/waldorf-astoria/ 34:40 - Ritz Carlton https://www.ritzcarlton.com/ 45:57 - Jerome Powell https://en.wikipedia.org/wiki/Jerome_Powell 52:26 - Paul Volcker https://en.wikipedia.org/wiki/Paul_Volcker 54:59 - Costa Susana https://costasusana.com/en/ 56:20 - Hotel Saint Cecilia https://www.bunkhousehotels.com/hotel-saint-cecilia 56:47 - Regent Hotels https://www.ihg.com/regent/hotels/us/en/reservation 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/po...

“Design is subjective, but quality is objective.”

Today, Spencer Levine, President of RAL Companies and Affiliates, joins Dan to dive into hospitality development. Spencer shares insights from his extensive career in architecture and landscape development. The conversation covers the importance of delivering tangible and thoughtful hospitality experiences, the significance of strategic partnerships, and the crucial role of creative problem-solving in the development process. Spencer also delves into his experiences during the 2008 financial crisis and how it shaped his company's approach to handling distressed projects. Additionally, he reflects on lessons from his father and the impact of company culture on successful project execution.

Takeaways: 

Exceptional service can overcome shortcomings in physical spaces. Focus on delivering care and responsiveness to guests and clients.Approach challenges by seeking solutions, not dwelling on problems. Be proactive and creative, especially when facing constraints.Invest in relationships and develop a strong network, both internally and externally. Know who to call when you need expertise beyond your own.Strive for authenticity in design and experience. Make spaces and services reflect the unique character of their location and purpose.Take personal responsibility for your work and encourage accountability within your team. Share knowledge and support each other to achieve common goals.No task is beneath you. Be ready to do whatever it takes to deliver a project, from high-level strategy to hands-on work.Make decisions with intention and commit to them. Don’t get stuck in indecision. Pivot if needed, but move forward with conviction.

Quote of the Show:

“Design is not necessarily just beautiful, it's making a decision and forging ahead with it.” - Spencer Levine

Links:

LinkedIn: https://www.linkedin.com/in/spencer-levine-665b1078/ Website: https://ralcompanies.com/ 

Shout Outs:

0:45 - Mandarin Oriental Resorts and Residences https://ralcompanies.com/projects/mandarin-oriental/ 0:49 - Zero Irving https://ralcompanies.com/projects/14th-street/ 0:51 - Four Seasons Vail https://www.fourseasons.com/vail/ 0:54 - ULI New York https://newyork.uli.org/ 1:50 - Monty Python https://en.wikipedia.org/wiki/Monty_Python 10:31 - Horst Schulze https://horstschulze.com/ 13:13 - Robert Levine https://www.linkedin.com/in/robert-levine-65b60628/ 17:24 - Roan Steamboat https://www.steamboatsprings-realestate.com/roan/ 17:41 - The Madeline https://aubergeresorts.com/madeline/ 26:45 - Ironshore https://www.ironshorecayman.vip/ 28:22 - Hart Howerton https://www.harthowerton.com/ 28:32 - Meyer Davis https://www.meyerdavis.com/ 29:31 - Reda Amalou https://www.redaamalou.com/en/ 29:37 - Ocean House https://www.oceanhouseri.com/ 35:45 - Field of Dreams https://en.wikipedia.org/wiki/Field_of_Dreams 46:38 - Vincent Cangelosi https://www.linkedin.com/in/vincent-cangelosi-4053a23/ 47:24 - Steve Higgins https://www.canoehospitality.com/ 50:48 - Young President’s Organization https://www.ypo.org/ 58:31 - Cornell University https://www.cornell.edu/ 59:10 - Harvard University https://www.harvard.edu/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

The secret to a hotel's success isn’t just great design; it's what guests don't see.

Harzali Hashim, Complex Director of Engineering at Kyo-ya Hotels and Resorts in Honolulu, joins Dan to discuss sustainability engineering within the hospitality industry. They discuss Harzali's extensive 20-year career in hotel and resort engineering, focusing on the importance of maintenance, design, and sustainability in creating memorable guest experiences. They explore the operational challenges of managing historic properties, the significance of green engineering, and the collaborative efforts across the industry to uphold high standards. The episode also touches on Harzali's leadership within the Hawaii Lodging and Tourism Association's Engineers Advisory Council and his proactive approach in mentoring and fostering sustainability initiatives.

Takeaways: 

Focus on creating memorable experiences for guests, not just through amenities but also through attentive service and a welcoming environment.Regularly maintain both visible and behind-the-scenes infrastructure to ensure long-term property value and guest satisfaction.Implement sustainable practices, such as energy and water conservation, and educate both staff and guests on their importance.Build strong relationships with all stakeholders: designers, engineers, housekeeping, and ownership to ensure successful projects and renovations.Be willing to rethink traditional processes and adapt quickly to changing circumstances for more efficient project delivery.Maintain honest and open communication with all project stakeholders to reduce misunderstandings and accelerate progress.Engage in community service and industry events to strengthen local ties and contribute positively beyond your organization.

Quote of the Show:

“Sustainability has been part of me for a while. Being here in Hawaii, embracing the local community means being sustainable.” - Harzali Hashim

Links:

LinkedIn: https://www.linkedin.com/in/harzali-hashim-b6901540/ Website: https://www.kyoyahotelsandresorts.com/ 

Shout Outs:

0:53 - Marriott https://www.marriott.com/default.mi 1:15 - Sheraton Waikiki https://www.kyoyahotelsandresorts.com/sheraton-waikiki/ 1:19 - Diamond Head https://dlnr.hawaii.gov/dsp/parks/oahu/diamond-head-state-monument/ 1:31 - Moana Surfrider https://www.kyoyahotelsandresorts.com/moana-surfrider/ 2:56 - The Royal https://www.kyoyahotelsandresorts.com/the-royal-hawaiian/ 3:00 - The Palace https://www.kyoyahotelsandresorts.com/the-palace-hotel/ 6:48 - Halekulani https://www.halekulani.com/ 8:23 - John Staub https://www.linkedin.com/in/jonathan-staub-a8486914/ 8:26 - Philpotts https://www.philpotts.net/ 10:55 - Starwood Hotels https://en.wikipedia.org/wiki/Starwood_Hotels_and_Resorts 11:28 - Disney https://www.disney.com/ 23:23 - Engineers Advisory Council https://www.hawaiilodging.org/engineers-advisory-council.html 23:27 - Hawaii Lodging and Tourism Association https://www.hawaiilodging.org/ 27:48 - Eileen Madigan https://www.linkedin.com/in/eileenamadiganasid/ 27:49 - Las Vegas Sands Corp https://www.sands.com/ 31:44 - Princess Kaiulani https://www.kyoyahotelsandresorts.com/princess-kaiulani/ 44:55 - Green Business Program https://greenbusiness.hawaii.gov/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does it take to manage 420 apartments and create a million memorable moments? 

On this episode, host Dan Ryan sits down with Sebastián Torres-Calderón, the CEO of Stay U-nique, an award-winning short-term rental company in Spain. Sebastián shares his journey from customer journey intern to CEO and reveals how implementing the Entrepreneurial Operating System (EOS) helped his company not only survive the chaos of COVID but quadruple in size. The conversation dives deep into how Stay U-nique uses data and technology to create a frictionless guest experience, the challenges of a rapidly evolving industry, and the political headwinds facing the short-term rental market. Sebastián offers a unique perspective on the debate between prohibition and regulation and provides a powerful case for why collaboration between the private and public sectors is the key to solving housing inventory issues.

Takeaways: 

Track key metrics (KPIs) across all departments, not just leadership, to identify and address recurring issues. Use data to drive improvements in guest experience, operations, and communication.Use frameworks such as the Entrepreneurial Operating System (EOS) to set clear goals, break them into manageable projects (“rocks”), and review progress regularly. Involve the entire team in the process for maximum impact.Don’t be afraid to make mistakes, learn, and adapt. Regularly test new approaches, measure their impact, and iterate quickly. Use technology to streamline operations (e.g., remote locks, cleaning apps) and enhance the guest experience, but ensure it remains personal and responsive.Success takes time and consistent effort. Focus on long-term growth rather than immediate results.Empower every team member with ownership of projects and clear goals to drive company-wide improvement.

Quote of the Show:

“To take that time and make it something that they will remember forever, and get to do that every day, that's amazing.” - Sebastián Torres-Calderón

Links:

LinkedIn: https://www.linkedin.com/in/sebasti%C3%A1n-torres-calderon-serkovic-310044121/ Website: https://www.stay-u-nique.com/en/ 

Shout Outs:

0:53 - World Travel Awards https://www.worldtravelawards.com/ 10:46 - EOS https://www.eosworldwide.com/ 12:02 - Airbnb https://www.airbnb.com/ 13:43 - Traction https://amzn.to/4fEGOTZ 13:43 - Gino Wickman https://www.ginowickman.com/ 14:53 - Mitcham Rentals https://www.mitchamgrouprentals.com/ 16:23 - Enrique Alcántara https://www.linkedin.com/in/enrique-alc%C3%A1ntara-b9623b/ 24:28 - What the Heck is EOS? https://amzn.to/4fGGXGC 40:49 - Sonder https://www.sonder.com/ 40:56 - Marriott https://www.marriott.com/default.mi 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does it mean to develop a host mindset?

Today, Dan dives into the transformative principles of the 'host mindset' with Steve Fortunato, founder of roomforty and the Fig House. Steve shares his journey from a restaurateur and caterer to becoming an influential leadership facilitator, emphasizing the importance of making others feel valued. The conversation highlights the impact of hospitality in business, practical strategies to foster engagement, and the significance of personal growth and generosity-driven cultures. This episode is a deep exploration of how hospitality principles can enhance both personal and professional interactions, creating a kinder and collaborative environment.

Takeaways: 

Approach every interaction, whether with clients, colleagues, or customers, with the intention to make others feel valued and cared for.Define a small set of practical, non-aspirational values that are deeply linked to your mission and vision. Integrate them into hiring, training, and daily operations.Seek out coaches, mentors, or peer groups who challenge you and help you grow. Stay open to learning and feedback.Give value first, without expecting immediate returns. Trust that value will come back to you through the virtuous cycle of generosity.Apply hospitality beyond the industry. Use these principles in any field or relationship.Even in gig-based or temporary workforces, make people feel important and included to inspire better performance and loyalty.Recognize that mastery is a journey, not a destination. Stay humble, coachable, and always strive to be better.

Quote of the Show:

“ I don't believe hospitality is an industry. I believe it's a virtue.” - Steve Fortunato

Links:

LinkedIn: https://www.linkedin.com/in/steve-fortunato-3b990516/ Website: https://stevefortunato.com/ Book Link: https://amzn.to/45zaddw 

Shout Outs:

0:38 - The Fig House https://www.fighousela.com/ 5:48 - Patina Group https://www.patinagroup.com/ 6:01 - Wolfgang Puck Catering https://wolfgangpuckcatering.com/ 14:49 - Bill Clinton https://en.wikipedia.org/wiki/Bill_Clinton 14:53 - Bob Hope https://en.wikipedia.org/wiki/Bob_Hope 24:39 - John F Kennedy https://en.wikipedia.org/wiki/John_F._Kennedy 43:44 - Toyota https://www.toyota.com/ 57:28 - DC Structures https://dcstructures.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What is the power of providing unique experiences?

Today, Dan chats with the Co-Founders of Reset Hotels, Ben Uyeda and Adam Wininger, about their unique hotel venture designed for the next generation of conscious travelers. Ben and Adam share insights from their journey in hospitality, emphasizing the importance of midweek group bookings for corporate and wellness retreats, and creating meaningful, immersive experiences in the vast, open spaces of Joshua Tree. The conversation explores the concept of 'reset' in hospitality, the value of modular construction in remote areas, and future visions including art installations, unique retreats, and potentially an interplanetary hotel. Join the conversation as they discuss how thoughtful design and unique experiences can transform simple stays into unforgettable journeys.

Takeaways:

Excellence in hospitality (and any field) comes from attention to detail and continuous improvement—strive to perfect the small things, not just the big vision.Make sure you’re intentional about the guest experience. Always consider how you want people to feel during and after their experience with you, whether in hospitality, business, or daily life.Prioritize midweek group and retreat bookings. They are a key driver of business success.Be willing to evolve your ideas and operations as you learn from real-world experience. The best concepts often emerge from adapting to changing circumstances.Move beyond generic spaces—offer unique, authentic moments (like outdoor activities, art installations, or surprise elements) that guests will remember and share.Design experiences that encourage genuine interaction, such as group hikes, yoga at sunset, or shared reading materials.Make it easy to deliver “magical” experiences by building thoughtful, repeatable systems (e.g., providing thank you cards and mailing them for guests).

Quote of the Show:

 ”I've always thought of hospitality as the craft of the welcome.” - Ben Uyeda

“ We fully intend to do all that. Just creating little moments of surprise for people out in the desert.” - Adam Wininger

Links:

LinkedIn: https://www.linkedin.com/in/ben-uyeda-6927215/ LinkedIn: https://www.linkedin.com/in/adam-w1818654323333/ Website: https://www.stayreset.com/ Instagram: https://www.instagram.com/reset.hotel/ 

Shout Outs:

1:16 - Entrepreneurs Organization https://eonetwork.org/ 2:48 - HD Vegas https://hdexpo.hospitalitydesign.com/ 8:24 - U2 https://en.wikipedia.org/wiki/U2 8:28 - Meadowlands Arena https://en.wikipedia.org/wiki/Meadowlands_Arena 9:32 - Hype Beast https://hypebeast.com/ 19:09 - Burning Man https://burningman.org/ 24:29 - W Hotels https://w-hotels.marriott.com/ 24:35 - SoulCycle https://www.soul-cycle.com/ 28:06 - Rick Rubin https://en.wikipedia.org/wiki/Rick_Rubin 29:30 - Jesse Itzler https://en.wikipedia.org/wiki/Jesse_Itzler 32:21 - Will Guidara https://en.wikipedia.org/wiki/Will_Guidara 33:24 - NoMad Library https://nomadlasvegas.mgmresorts.com/en/restaurants/nomad-library.html 35:27 - Eleven Madison Park https://www.elevenmadisonpark.com/ 38:22 - Storm King https://welcome.stormking.org/ 43:23 - Goose https://www.goosetheband.com/ 46:00 - Mass MoCA https://massmoca.org/ 46:26 - Pappy and Harriet’s https://pappyandharriets.com/ 48:12 - Post Ranch Inn https://postranchinn.com/ 48:21 - Chateau Marmont https://www.chateaumarmont.com/ 55:29 - YPO https://www.ypo.org/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

It’s not just about what you know or who you know, but who knows you. Today, Eileen Madigan, Senior Vice President of Global Interior Design at Las Vegas Sands Corp joins Defining Hospitality to discuss the power of networking and mentoring within the hospitality industry. With over 35 years of experience in luxury interior design, Eileen shares her journey from working at Four Seasons and Rosewood Hotels to leading significant projects in Asia for Sands. She discusses the importance of having a design philosophy, her experience with a life coach, and the intricacies of scaling luxury design for massive integrated resorts. Eileen highlights the importance of creating everlasting memories through thoughtful design, and offers valuable insights on career progression and the significance of internal and external partnerships in achieving design excellence.

Takeaways: 

Take time in your career, ideally in your twenties, to understand and define what makes you unique. This clarity will help guide your professional journey and open up opportunities.Don’t wait until later in your career to work with a coach or mentor. Regularly seek outside perspectives to help you uncover your strengths, clarify your goals, and stay aligned with your purpose.It’s not just about what you know or who you know, but who knows you. Build genuine relationships and make your work and value visible to others in your industry.When leading projects or teams, assess and invest in the right people, establish clear processes, deliver quality products, and ensure profitability. All four fundamentals must be aligned for success.Whether designing spaces or leading teams, always consider the human experience. Details matter—focus on how people feel and interact with your work.Trust your instincts, appreciate the people and opportunities around you, and remember to enjoy the ride—even when it’s challenging.

Quote of the Show:

“At the end of the day, we’re creating everlasting memories.” - Eileen Madigan

Links:

LinkedIn: https://www.linkedin.com/in/eileenamadiganasid/ Website: https://www.sands.com/ 

Shout Outs:

0:40 - Leo A Daly https://leoadaly.com/ 0:41 - Rosewood Hotels and Resorts https://www.rosewoodhotels.com/en/default 0:43 - Four Seasons https://www.fourseasons.com/1:29 - Bruno Viterbo https://www.linkedin.com/in/bruno-viterbo/ 8:44 - Rob Goldstein https://investor.sands.com/governance/executive-management/default.aspx 8:45 - Patrick Dumont https://investor.sands.com/governance/board-of-directors/person-details/default.aspx?ItemId=9c208f5c-ee7e-4166-a224-99617ab747a415:44 - New World https://www.newworldmillenniumhotel.com/en/?utm_source=glopss&utm_medium=affiliate&utm_campaign=campaign 15:57 - Sonia Cheng https://en.wikipedia.org/wiki/Sonia_Cheng 16:12 - Hotel de Crillon https://www.rosewoodhotels.com/en/hotel-de-crillon 16:40 - Carl Lagerfield https://en.wikipedia.org/wiki/Karl_Lagerfeld 26:32 - Tom Pheasant https://www.thomaspheasant.com/ 26:36 - Turtle Creek https://www.turtlecreekcasino.com/ 35:13 - David Collins https://www.davidcollins.studio/ 37:31 - All Suites Tower https://www.sands.com/news/marina-bay-sands-multi-billion-dollar-expansion-enters-final-phase-of-design-enhancements/ 40:32 - Katherine Blaisdell https://www.linkedin.com/in/katherine-blaisdell-1103ab5/ 40:37 - Evan Burton https://www.linkedin.com/in/evanburton1/ 45:33 - HD Vegas https://hdexpo.hospitalitydesign.com/ 48:23 - Kevin Tyjer https://www.linkedin.com/in/kevin-tyjer-ncidq-a33778a/ 50:56 - Dallas Mavericks https://www.mavs.com/ 1:01:47 - Sivan O’Leary https://www.linkedin.com/in/siobhanholeary/ 1:01:49 - Aubergine Partners https://aubergine-partners.com/ 1:01:52 - Seven Levels of Energy https://amzn.to/41pCimh 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

How is adaptive reuse shaping the hospitality industry?

Aimee Sanborn, Senior Vice President of Architecture at Premier joins Dan to dive into adaptive reuse. Aimee shares her passion for preserving history and discusses the challenges and rewards of transforming historic buildings into vibrant, functional spaces. From the streets of downtown Dallas to the lush landscapes of Key West, discover the intricate process and the meticulous attention to detail involved in preserving architectural heritage while breathing new life into old structures. This episode is a must-watch for architects, designers, and anyone interested in the intersection of history and modern hospitality.

Takeaways: 

Embrace challenges and view constraints as opportunities to innovate. Adaptive reuse projects are known for their "gremlins" and challenges, but these major challenges can lead to an innovative, celebrated solutionAlways consider the end-user's experience first. In hospitality design, it's about making people feel connected to a place, its story, and a bespoke experience. creating designated lobbies and preventing cross-circulation between different uses, such as luxury condos and the public domain, to enhance the resident's experience.During economic downturns or challenging times, focus on maintaining quality, supporting your team, and staying optimistic. Despite the hospitality design world experiencing a recession with fewer projects since COVID-19, remaining true to yourself When working on historic buildings, focus on creating a narrative that connects people to the place and its past. This branding and storytelling can be carried throughout the project, from the hotel component to other uses within a vertically integrated mixed-use development.A key to successful adaptive reuse is "purposeful preservation," which involves celebrating a building's history and unique characteristics while thoughtfully adapting it for new uses. This includes bringing new life to spaces in a way that feels fresh and welcoming.Leverage historic tax credits, as they can be a significant financial driver for adaptive reuse projects.

Quote of the Show:

“When it comes to historic buildings, it’s about bringing new life to the spaces in a way that reflects their past, and makes them feel fresh and welcoming.” - Aimee Sanborn

Links:

LinkedIn: https://www.linkedin.com/in/aimee-sanborn-aia-ncarb-3b6b5944/ Website: https://www.premierpm.com/ 

Shout Outs:

1:08 - Hector Sanchez https://www.linkedin.com/in/hector-a-sanchez-65799b7/ 6:34 - The National https://www.thenationaldallas.com/ 11:29 - Gail Nall https://www.linkedin.com/in/gale-nall-26ab1420/ 18:34 - Loucchese https://www.lucchese.com/ 18:36 - Chick-fil-A https://www.chick-fil-a.com/ 19:09 - Thompson Hotel Dallas https://www.thenationaldallas.com/thompson-hotel/ 19:30 - Monarch https://www.monarchrestaurants.com/about/ 19:58 - Renaissance Tower https://en.wikipedia.org/wiki/Renaissance_Tower_(Dallas) 21:09 - Ashford https://www.ashfordinc.com/ 21:39 - Braemar https://www.bhrreit.com/25:54 - Franklin Pinerua https://www.linkedin.com/in/franklin-pi%C3%B1er%C3%BAa-3a268092/ 25:57 - Johannes Michalsky https://www.linkedin.com/in/johannes-michalsky-80166b77/ 42:57 - Mel Brooks https://en.wikipedia.org/wiki/Mel_Brooks 43:56 - Texas Historic Commission https://thc.texas.gov/ 45:56 - La Pavillion New Orleans https://www.lepavillon.com/ 45:58 - Le Méridien Forth Worth https://www.marriott.com/en-us/hotels/dalwm-le-meridien-fort-worth-downtown/overview/ 48:41 - La Concha Key West https://www.laconchakeywest.com/ 49:20 - Ernest Hemingway https://en.wikipedia.org/wiki/Ernest_Hemingway 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Ever wondered how a space can make you feel genuinely cared for? Bruno Viterbo, Vice President of Design at Irvine Company, shares his profound insights into 'the sense of being known' and how it transforms hospitality design at every scale. Bruno shares his extensive experience in the design and real estate industries, including insights from his previous roles at Champalimaud Design and Las Vegas Sands Corp. He reflects on the unique lessons learned from industry legends and how these insights have shaped his approach to creating extraordinary spaces. The episode highlights the significance of partnerships, the role of conviction in leadership, and the challenges and creativity involved in working within regulatory constraints.

Takeaways: 

Taking a moment to genuinely connect with people around you can provide opportunities for deeper understanding and relationships. Make an effort to be attentive and engaged in your interactions.Maintaining a sense of curiosity about other cultures, experiences, and professions can greatly enhance your perspective and creativity. Don’t hesitate to dig deeper and ask questions about the hows and whys of different practices.Cultivating long-term relationships with colleagues, clients, vendors, and mentors can significantly enhance your professional journey. Trust and mutual respect are foundational to successful collaborations.Embrace challenges and view constraints as opportunities to innovate. Regulatory and environmental constraints can inspire new levels of creativity and problem-solving.Always consider the end-user's experience first. This mindset can guide decisions in design, customer service, and overall environment creation, ensuring a more meaningful impact.During economic downturns or challenging times, focus on maintaining quality, supporting your team, and staying optimistic. Resilience and adaptability can help navigate and thrive in difficult periods.Learning from experienced professionals can significantly shape your career. Be open to listening and absorbing lessons from mentors and industry veterans.

Quote of the Show:

“I started by thinking that we needed to do a lot, and over time I realized I just need to listen a lot more. Then the doing sort of comes with it.” - Bruno Viterbo

Links:

LinkedIn: https://www.linkedin.com/in/bruno-viterbo/ Instagram: https://www.instagram.com/viterbobruno/ Website: https://www.irvinecompany.com/ 

Shout Outs:

0:41 - Champalimaud Design https://www.champalimaud.design/ 0:42 - Las Vegas Sands Corp https://www.sands.com/ 0:56 - Gold Key Awards https://goldkeyawards.com/ 1:47 - HD Expo https://hdexpo.hospitalitydesign.com/ 9:05 - Alexandra Champalimaud https://www.linkedin.com/in/alexandra-champalimaud-1741b91b/ 9:10 - Sheldon Adelson https://en.wikipedia.org/wiki/Sheldon_Adelson 9:12 - Wing Chao https://en.wikipedia.org/wiki/Wing_T._Chao 12:13 - Disney https://www.disney.com/ 21:56 - NeoCon https://neocon.com/ 24:20 - Donald Bren https://www.donaldbren.com/ 28:12 - Napoleon https://en.wikipedia.org/wiki/Napoleon 28:14 - Julius Caesar https://en.wikipedia.org/wiki/Julius_Caesar 35:35 - Traction https://www.amazon.com/Traction-Get-Grip-Your-Business/dp/1936661837 41:55 - Bear Stearns https://www.bearstearnscompanies.com/ 47:29 - The Venetian https://www.venetianlasvegas.com/ 47:34 - CES https://www.ces.tech/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

“We love the one-off projects, but our real passion and what we're really looking for are ownership groups where we can do a project with them, forge a relationship, build that trust, and then we grow alongside them.” Joining Dan is Aggie Zamir, Vice President of National Hospitality and Gaming at Cumming Group. They discuss Aggie's insights into the luxury hospitality industry, the importance of building trust and relationships, and how Cumming Group works as a project management office (PMO) and owner's representative. The conversation also touches on mentoring young professionals, the impact of industry organizations like AHLA, and the personal fulfillment that comes from fostering community within the hospitality sector. 

Takeaways: 

Establish trusted relationships within your teams and with clients. Trust and strong relationships can help navigate through project stresses and challenges more effectively.Focus on finding clients who appreciate and value your service offerings and are looking for a long-term partnership. This can help with sustained, meaningful growth rather than just seeking one-off projects.Whether in a project setting or through professional dinner gatherings, creating a sense of community among colleagues, clients, and industry professionals can lead to more inspiring and productive collaborations.Navigate client preferences by partnering them with experienced team members who can help guide projects to success while respecting client visions and requests.Utilize available technology like project dashboards to keep track of multiple project metrics and ensure streamlined communication across teams and with clients.Get involved in mentoring young professionals or students in related fields. It can be both personally rewarding and beneficial for the industry.

Quote of the Show:

“Everybody can participate in their community or participate in the industry or mentoring in their own personal way, right? There's no prescription for it.” - Aggie Zamir

Links:

LinkedIn: https://www.linkedin.com/in/aggie-zamir-a750982b/ Website: https://cumming-group.com/ 

Shout Outs:

0:42 - AHLA https://www.ahla.com/ 0:45 - SCI Arc https://www.sciarc.edu/ 2:37 - Redbird https://redbird.la/ 37:16 - Joe Saatcamp https://www.linkedin.com/in/joe-saatkamp-3b1b6712/ 37:32 - TRT Holdings https://trtholdings.com/ 37:39 - Omni Hotels https://www.omnihotels.com/ 38:46 - Gavin Middleton https://www.linkedin.com/in/gavin-middleton-48aa9910/ 38:56 - Starwood Capital https://www.starwoodcapital.com/ 42:35 - Channing Henry https://www.linkedin.com/in/channinghenry/ 43:45 - Marriott https://www.marriott.com/default.mi 52:16 - Hollywood Bowl https://www.hollywoodbowl.com/ 52:18 - Musso and Frank’s https://mussoandfrank.com/ 52:25 - Dodgers https://www.mlb.com/dodgers 52:28 - Rams https://www.therams.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

“ It's a core tenant of who we are, and it's called put people first. We take care of our people.” Derek De Salvia, Executive Vice President and Chief Customer Officer at Hilton Grand Vacations, joins Dan today to dive into the world of vacation ownership. The discussion covers the personal and professional aspects of hospitality, the evolution and benefits of the vacation ownership model, and how Hilton Grand Vacations differentiates itself in the industry, especially as one of Newsweek’s Top Most Loved Workplaces. Derek shares insights into customer education, the impact of multi-generational ownership, the importance of team member engagement, and the adaptability of vacation ownership through economic cycles and evolving customer needs. The episode concludes with advice for potential customers and an invitation to experience Hilton Grand Vacations firsthand.

Takeaways: 

Train your team to understand the difference between basic service and true hospitality. Aim for over-delivery on guest expectations.Highlight the importance of creating lasting memories for families, which can be a significant selling point for returning customers and multi-generational travel.Ensure guests are well-informed about how to maximize their memberships or stays through tutorials, seminars, and resources available on member pages.Foster a culture of hospitality among team members. When employees feel valued and cared for, they are more likely to pass on that sentiment to guests.Consider the long-term benefits and memories that owning a timeshare can create for your family across generations, rather than just focusing on the upfront costs and annual fees.Continuously gather and act on feedback from guest surveys and team member inputs to refine services and address any issues promptly.

Quote of the Show:

“We couldn't talk about hospitality and what that means to people if we didn't share that love and warmth of hospitality to our team members.” - Derek De Salvia

Links:

LinkedIn: https://www.linkedin.com/in/derek-desalvia-m-s-5a2b5521/ Website: https://www.hiltongrandvacations.com/ 

Shout Outs:

0:59 - Newsweek https://www.newsweek.com/ 3:32 - Hilton https://www.hilton.com/en/ 7:59 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 18:21 - Great Wolf Lodge https://www.greatwolf.com/ 18:25 - Blue Green Vacations https://www.bluegreenvacations.com/ 18:27 - Bass Pro https://www.basspro.com/home 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

“We are a hospitality company first and foremost.” Joining Dan this week is Alissa Klees, the Brand Leader of Spark by Hilton, the trailblazing brand that earned Hilton recognition as one of Fast Company's 2024 Most Innovative Companies. Alissa delves into what hospitality means to her, encompassing both personal and professional interactions. She shares the incredible journey of Spark, from its secretive "Skunkworks-type room" origins to its rapid global expansion. Highlights include the brand's focus on simplicity, affordability, and owner satisfaction, making conversions quick and efficient. Alissa emphasizes the positive impact on hotel staff pride and guest experiences, backed by Hilton's innovative culture and robust supply chain strategies. The episode also explores future growth opportunities and the lasting impact Spark aims to achieve within the industry.

Takeaways:

Ensure that the guest experience is straightforward and predictable to meet their expectations consistently. Consider establishing strong partnerships with supply chain managers. Look into negotiating bulk purchasing agreements to keep your renovation or building projects on schedule and within budget.Implement systems that align with the philosophy of 'people serving people' to build a strong, service-oriented culture.Collect and analyze guest feedback to identify design or service aspects that need improvement. Be flexible and ready to adapt based on the feedback to continually enhance the guest experience.Provide value-driven experiences to make budget-conscious guests consider and prefer your brand.

Quote of the Show:

“We are a hospitality company first and foremost.” - Alissa Klees

Links:

LinkedIn: https://www.linkedin.com/in/alissak/ Website: https://www.hilton.com/en/brands/spark-by-hilton

Shout Outs:

0:48 - Fast Company https://www.fastcompany.com/ 1:50 - Skunkworks https://www.lockheedmartin.com/en-us/who-we-are/business-areas/aeronautics/skunkworks.html 2:00 - Lockheed Martin https://www.lockheedmartin.com/ 2:35 - Larry Traxler https://www.linkedin.com/in/larrytraxler/ 5:38 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 6:17 - Hampton https://www.hilton.com/en/brands/hampton-by-hilton/ 16:24 - Sonesta https://www.sonesta.com/ 17:58 - JM Hospitality https://www.jmhospitality.com/ 19:58 - DoubleTree https://www.hilton.com/en/brands/doubletree-by-hilton/ 20:02 - Rogers Arena https://rogersarena.com/ 25:42 - Peloton https://www.onepeloton.com/ 32:55 - Chris Nassetta https://www.linkedin.com/in/chrisnassetta/ 36: 23 - Waldorf Astoria https://www.hilton.com/en/brands/waldorf-astoria/ 37:32 - Tru https://www.hilton.com/en/brands/tru-by-hilton/ 46:01 - Ernest Hemingway https://en.wikipedia.org/wiki/Ernest_Hemingway 49:18 - Conrad https://www.hilton.com/en/brands/conrad-hotels/ 52:58 - Graduate https://www.hilton.com/en/brands/graduate-hotels/ 53:14 - NoMad https://www.hilton.com/en/brands/nomad-hotels/ 53:25 - MGM https://mgmgrand.mgmresorts.com/en.html 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

It takes determination to dive into hospitality and come out with a boutique hotel that is successful, and that is what Chris Lenz, Founder and CEO of La Compania Hotels and Resorts. Chris shares his journey from opening 37 restaurants to creating extraordinary hotels in Panama. They explore his passion for hospitality, his uncompromising vision, and the meticulous planning that goes into building unique hospitality experiences. Learn about Chris's journey from restaurateur to hotelier, his innovative trifecta perfecta concept, and his ambitious plans for redefining luxury travel in Panama.

Takeaways: 

Always strive to create unique and memorable experiences that differentiate your property or service from others. Focus on curating personalized touches and special features in your establishment that guests will remember and talk about.Maintain an uncompromising vision and execute it with passion. The team must understand and align with this vision to consistently deliver the intended guest experience.Consider partnerships with larger brands for access to their distribution networks, loyalty programs, and market reach. Ensure the partnership aligns with your property’s unique and boutique characteristics to maintain brand integrity.Enhance the guest journey by minimizing travel hassles. For example, offering private transportation or concierge services that streamline and personalize the guest’s travel experience.Even with growth, maintain high standards for service, safety, and uniqueness. This is critical for retaining your brand's value and ensuring guest satisfaction.

Quote of the Show:

“I'm gonna build the best historic landmark hotel in Central America. I'm gonna change the tourism of this country.” - Chris Lenz

Links:

Website: hlcpanama.com https://www.hyatt.com/unbound-collection/en-US/ptyub-unbound-hotel-la-compania 

Shout Outs:

2:02 - Mikey Dobin https://www.linkedin.com/in/mikey-dobin-04308468/ 2:02 - Diana Dobin https://www.linkedin.com/in/diana-dobin-319108b5/ 4:25 - Journey https://en.wikipedia.org/wiki/Journey_(band) 4:26 - Arnel Pineda https://en.wikipedia.org/wiki/Arnel_Pineda 9:36 - Setting the Table by Danny Meyer https://www.amazon.com/Setting-Table-Transforming-Hospitality-Business/dp/0060742763 10:10 - Union Square Cafe https://www.unionsquarecafe.com/ 10:15 - Gramercy Tavern https://www.gramercytavern.com/ 11:52 - McDonald’s https://www.mcdonalds.com/us/en-us.html 13:14 - Rafael Nadal https://en.wikipedia.org/wiki/Rafael_Nadal 25:27 - Holiday Inn https://www.ihg.com/hotels/us/en/reservation 26:25 - UNESCO https://www.unesco.org/en 37:27 - Marriott https://www.marriott.com/default.mi 37:53 - Hyatt https://www.hyatt.com/ 43:41 - booking.com48:08 - Omni Hotels https://www.omnihotels.com/ 1:06:42 - Amtrak https://www.amtrak.com/home.html?msockid=13e7d50d81a968200de9c1bb80596956 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

How can embracing the Japanese concept of omotenashi create better connections? Dr. Eric Brey, a Professor of Hospitality in the School of Management at the University of Wisconsin-Stout, joins Dan on the show today. Eric brings a wealth of experience from his time in the US Army to earning a PhD in hospitality administration and management. They discuss the significance of hospitality in various contexts, the launch of the nation's first Luxury Management Program at UW Stout, and how luxury isn't limited to opulence but extends to heartfelt interactions and detailed customer service. From the importance of thoughtful gift giving to cultural insights about hospitality, Eric shares the essence of genuine, anticipatory hospitality that enhances guest experiences across the spectrum, whether at a local tavern or a five-star property.

Takeaways:

Strive to deliver genuine hospitality, which involves anticipating guests' needs and providing meticulous attention to detail.Understand the varying expectations in different hospitality settings, from budget accommodations to luxury establishments.Recognize the value of understanding and integrating cultural nuances in hospitality. Consider participating in study-abroad programs or international internships to broaden your perspective.Engage with industry professionals and participate in hospitality summits and conferences. Extend your network by connecting with professors, industry leaders, and peers on platforms like LinkedIn.Always seek to learn from various sources, including other industries and educational programs, to continuously improve your hospitality skills.Cultivate meaningful relationships with guests, colleagues, and mentors. Emphasize the importance of personal interactions in an increasingly digital world.

Quote of the Show:

“ Omotenashi is at the heart of every interaction.” - Eric Brey

Links:

LinkedIn: https://www.linkedin.com/in/professorbrey/ Website: https://www.uwstout.edu/

Shout Outs:

2:45 - New York University https://www.nyu.edu/ 2:46 - Pennsylvania State University https://www.psu.edu/ 2:51 - Cornell University https://www.cornell.edu/ 10:56 - Green Bay Packers https://www.packers.com/ 12:34 - Kwik Trip https://www.kwiktrip.com/ 14:13 - Courtyard https://courtyard.marriott.com/ 14:17 - Ritz-Carlton https://www.ritzcarlton.com/ 14:30 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 19:08 - Four Seasons https://www.fourseasons.com/ 20:58 - Michigan State University https://msu.edu/ 20:59 - University of Central Florida https://www.ucf.edu/ 21:00 - University of Nevada-Las Vegas https://www.unlv.edu/ 22:08 - Scott Pierson https://www.linkedin.com/in/scott-pierson/ 23:15 - Giftology https://www.amazon.com/Giftology-Increase-Referrals-Strengthen-Retention/dp/1619614332 25:40 - Paul Bunyan https://en.wikipedia.org/wiki/Paul_Bunyan 33:24 - Dan Seymour https://www.linkedin.com/in/dan-seymour-549a4326/ 33:39 - HD Expo https://hdexpo.hospitalitydesign.com/ 40:14 - David Byrne https://en.wikipedia.org/wiki/David_Byrne 40:16 - American Utopia https://www.imdb.com/title/tt11874226/ 42: 57 - McDonald’s https://www.mcdonalds.com/us/en-us.html 46:32 - Disney https://www.disney.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

How do you truly make people feel cared for? 

Dan welcomes Dr. Carmen Vlasceanu, an industry veteran with over 25 years of experience in the hotel, aviation, catering, and cruise industries. They discuss the essence of hospitality, Dr. Carmen's career journey from Romania to Carnival Cruises, and her current roles, including Founder and CEO of Global Hospitality and Maritime Leaders. They touch on Dr. Carmen's book “Dare to C.A.R.E”, her contributions to improving customer experience during the COVID-19 pandemic, and her charity work through Angel's Wings Charity. The episode highlights her insights on personal and professional growth in the hospitality industry and her vision for future success.

Takeaways:

Emulate the spirit of hospitality by ensuring clients and guests feel cared for and valued during their experiences, no matter the industry or context.Looking beyond one's own country for hospitality practices can broaden horizons and provide valuable insights into delivering and receiving hospitality.Encourage yourself and others to pursue career paths aligned with personal dreams and passions, and be open to changing directions if new opportunities or interests arise.Attend events and workshops to connect with peers and leaders in the hospitality industry, gaining diverse perspectives and learning from their experiences.Prioritize your mental and emotional well-being to better serve others. If you are fulfilled in your personal life, it will reflect positively in your professional interactions.Explore educational platforms providing leadership and personal development courses to enhance your skills and career trajectory in hospitality.

Quote of the Show:

“ I wanted to get to the point where I would anticipate their needs successfully and not just meet their expectations, but exceed them.” - Carmen Vlasceanu

Links:

LinkedIn: https://www.linkedin.com/in/carmen-vlasceanu-phd-mba-fih-21400425/ Website: https://ghleaders.com/ Book Link: https://amzn.to/4mj73Cp 

Shout Outs:

0:42 - Institute of Hospitality https://www.instituteofhospitality.org/ 0:56 - Angels-Wings Charity https://angels-wings.org/ 5:38 - Carnival Cruise Line https://www.carnival.com/ 42:21 - Royal Victoria Patriotic Building https://en.wikipedia.org/wiki/Royal_Victoria_Patriotic_Building 42:55 - Queen Victoria https://en.wikipedia.org/wiki/Queen_Victoria 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What is the balance between hospitality’s business efforts and sustainability efforts? That’s what Andrea Foster, EVP of Hospitality Development at MindClick, is here to talk about on the podcast. The conversation covers how sustainability initiatives can improve guest experiences and align with corporate values. Andrea discusses the importance of measuring sustainability, the impact of intentional design, and the benefits of MindClick's data-driven platform. With anecdotes from their own experiences and practical insights, Dan and Andrea illustrate how forward-thinking practices in the hospitality industry can create positive environmental and economic outcomes.

Takeaways:

Integrate sustainability into the core values and operations of your business. Audit and measure sustainability metrics to continually improve practices.Create one-pagers and marketing materials that highlight sustainability initiatives and share them with corporate travel buyers and event planners. Train front-line employees to articulate the sustainability story to guests.Explore opportunities for green financing and lower cost of capital. Use data to demonstrate the financial benefits of sustainability to shareholders and stakeholders.Capture demand by aligning with the values of specific demographics (e.g., millennials, Gen Z, female travelers).Foster a company culture that celebrates continuous improvement in sustainability efforts.Incorporate sustainability into the initial planning stages of new projects to avoid disruptive changes later. Set clear benchmarks and goals for sustainability efforts and track progress over time.

Quote of the Show:

“ We can achieve growth and achieve success and profitability and return on investment while also making decisions that are considerate, careful, respectful, and responsible. There is a way to do both.” - Andrea Foster

Links:

LinkedIn: https://www.linkedin.com/in/andreakmfoster/ Website: https://www.mindclick.com/ 

Shout Outs:

0:44 - Cornell University https://www.cornell.edu/ 0:45 - Boston University https://www.bu.edu/ 0:47 - Purdue University https://www.purdue.edu/ 0:49 - Miraval Resorts  https://www.miravalresorts.com/ 0:50 - CBRE https://www.cbre.com/services/property-types/hotels 0:51 - Marcus Hotels https://www.marcushotels.com/ 0:54 - AHLA Foundation https://www.ahlafoundation.org/ 4:33 - JoAnna Abrams https://www.linkedin.com/in/joannaabrams/ 9:05 - Marriott https://www.marriott.com/default.mi 11:53 - Bitty and Beau’s Coffee https://www.bittyandbeauscoffee.com/ 15:32 - Steve Jobs https://en.wikipedia.org/wiki/Steve_Jobs 19:58 - Metropolis Magazine https://metropolismag.com/ 39:51 - Ritz-Carlton https://www.ritzcarlton.com/ 47:14 - Hotel Marcel https://www.hilton.com/en/hotels/hvnsdup-hotel-marcel-new-haven/ 52:04 - Paul McElroy https://www.linkedin.com/in/paul-mcelroy-3387954a/ 52:05 - Highgate https://www.highgate.com/ 58:59 - Arne Sorenson https://en.wikipedia.org/wiki/Arne_Sorenson_(hotel_executive) 1:00:48 - Gloria Steinem https://en.wikipedia.org/wiki/Gloria_Steinem 1:08:38 - NYU Lodging Conference https://www.sps.nyu.edu/homepage/academics/divisions-and-departments/jonathan-m--tisch-center-of-hospitality/international-hospitality-conference.html 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

How is hospitality education evolving? Nicolas Graf, chaired professor and Associate Dean at New York University’s Jonathan M Tisch Center of Hospitality, joins Dan today to discuss the realm of hospitality education. Their discussion spans Nicolas's unique career path that started from being a high school dropout and chef apprentice in Switzerland, to becoming a chaired professor of hospitality. They explore the essential role of hospitality in everyday life and its potential for significantly impacting careers. The two dive into the future of hospitality education, emerging pathways for students and apprentices, and the substantial impact of hosting hospitality conferences. The episode also highlights the importance of saying 'yes' to opportunities, the evolution of the experience economy, and how institutions like NYU are shaping the future of the hospitality industry.

Takeaways: 

Say "yes" more often to opportunities that come your way, even if they are outside your comfort zone. These can lead to unexpectedly positive outcomes and career paths.Recognize that the hospitality industry offers multiple pathways, including traditional four-year degrees, apprenticeships, and associate degrees that can credit work-based experience. Explore these options based on your circumstances and goals.Take advantage of financial aid and scholarships offered by institutions like NYU, especially if financial constraints are a concern. These avenues can significantly reduce the economic burden of higher education.Understand that the principles of hospitality (such as making people feel cared for and appreciated) are applicable across various industries beyond hotels and restaurants. Develop and leverage these skills to enhance your career in any field.Strive to positively impact others through your work. Whether you're an educator, manager, or employee, making a difference in people's lives is deeply rewarding.Be open to different roles and industries throughout your career. Experiences in jobs like hotels, consulting, and even internships can provide diverse skills and perspectives that are highly valuable.

Quote of the Show:

“ One thing that's always been exciting for me is when you can positively impact someone else, and that's probably why I am doing what I'm doing.” - Nicolas Graf

Links:

LinkedIn: https://www.linkedin.com/in/nicolas-graf/ Website: https://www.nyu.edu/ 

Shout Outs:

0:41 - TAM’s Incubator https://tamsincubator.com/ 0:49 - Jonathan M Tisch Center of Hospitality https://www.sps.nyu.edu/homepage/academics/divisions-and-departments/jonathan-m--tisch-center-of-hospitality.html 5:24 - Virginia Tech https://www.vt.edu/ 6:29 - University of Houston https://uh.edu/ 6:34 - Essex Business School https://www.essex.ac.uk/departments/essex-business-school 6:42 - Cornell University https://www.cornell.edu/ 10:37 - Pennsylvania State University https://www.psu.edu/ 12:15 - Langone Health NYU https://nyulangone.org/ 12:26 - Harvard University https://www.harvard.edu/ 14:43 - National Academy Foundation https://naf.org/ 15:30 - Marriott Family Foundation https://www.jwasmarriottfoundation.org/ 15:51 - Bill Marriott Institute of Hospitality https://hospitality.utah.edu/ 16:01 - University of Utah https://www.utah.edu/ 17:43 - Howard University https://howard.edu/ 17:46 - Marriott-Sorenson Center for Hospitality Leadership https://business.howard.edu/hospitality-leadership 20:23 - Pyramid Hospitality Group https://www.pyramidglobal.com/ 22:30 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 22:32 - Setting the Table https://www.amazon.com/Setting-Table-Transforming-Hospitality-Business/dp/0060742763 24:01 - Pine and Gilmore https://strategichorizons.com/pine-and-gilmore/ 24:56 - Macy’s https://www.macys.com/ 25:16 - Adrian Cheng https://www.linkedin.com/in/adrian-cheng-chi-kong/ 25:21 - Rosewood Hotels https://www.rosewoodhotels.com/en/default 27:18 - Ritz Carlton https://www.ritzcarlton.com/ 28:35 - Hilton https://www.hilton.com/en/ 29:19 - Capital One https://www.capitalone.com/ 29:56 - Wall Street Journal https://www.wsj.com/ 30:04 - Tiffany’s https://www.tiffany.com/ 32:45 - Norwegian Cruise Line https://www.ncl.com/ 34:23 - Citizen M https://www.citizenm.com/ 42:45 - Johnson and Wales https://www.jwu.edu/ 42:58 - Chip Wade https://chipwade.com/ 42:59 - Union Square Hospitality Group https://www.ushg.com/ 43:02 - Marcus Samuelsson https://en.wikipedia.org/wiki/Marcus_Samuelsson 50:44 - Questrex https://questex.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor:

There’s a lot that goes on pre-opening in hospitality, whether it be a hotel, a club, or a restaurant. That’s where Jensen Moonien comes in. He is the Founder and Managing Director of La Rencontre, a consulting firm specializing in the F&B space of hospitality. Jensen discusses the importance of hospitality, sharing enduring memories without expecting anything in return, and highlights his entrepreneurial journey, including his move from Mauritius to Dubai. The conversation covers the complexities and strategies of opening a successful restaurant in Dubai, including market adaptation, the significance of the pre-opening phase, and the vibrant restaurant and nightlife scene in the UAE. Jensen also sheds light on the influx of investments in Dubai and the evolving trends in creating immersive and festive dining experiences.

Takeaways: 

Bring global brands or concepts, but adapt them to fit the local market requirements. Understanding the local customer psyche is essential.Focus on getting the pre-opening phase right. Ensure all aspects, from design to marketing, are flawlessly executed to make a strong first impression.Engage with local consultants who understand the market dynamics, regulatory framework, and customer preferences to navigate the challenges more effectively.Location is crucial. Evaluate whether the concept is better suited for a hotel environment or an independent setup based on the target clientele and business goals.Establish connections with local PR firms, promoters, and concierge services that can drive customer footfall and enhance visibility.Consider innovative business models like dinner shows or hybrid concepts (restaurant + nightclub) that cater to local trends and customer behaviors.Identify and capitalize on the unique aspects of the business, whether it's the design, the culinary experience, or exclusive entertainment offerings.

Quote of the Show:

“I think everybody is kind of sold on the dream of coming to Dubai, of having the platform to create things, and it's true.” - Jensen Moonien

Links:

LinkedIn: https://www.linkedin.com/in/jensen-a-moonien-121388b3/ Website: https://larencontre.ae/ 

Shout Outs:

0:44 - Four Seasons https://www.fourseasons.com/ 0:45 - St Regis https://st-regis.marriott.com/ 0:46 - Ritz-Carlton https://www.ritzcarlton.com/ 4:33 - Vatel Mauritius https://www.vatel.mu/ 7:21 - Titanic https://en.wikipedia.org/wiki/Titanic 29:17 - Bagatelle https://bagatelle.com/ 29:21 - Zuma https://www.zumarestaurant.com/en/dubai 34:04 - RECA Hospitality https://www.linkedin.com/company/recahospitality/ 34:05 - Sunset Hospitality https://www.sunsethospitality.com/ 35:21 - Gaia https://www.gaiarealty.ae/services 40:57 - Sheikh Mohammed https://en.wikipedia.org/wiki/Mohammed_bin_Rashid_Al_Maktoum 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Today’s episode pivots into restaurant investing. Joining Dan is two experts of hospitality financing and investments, Nate Edgerly and Tom Donaldson, the CEO and Chairman of Enzo Group Inc. The discussion goes into the motivations behind investing in hospitality, the critical role of strong management teams, and the unique challenges and opportunities in scaling restaurant businesses. They explore the financial metrics used to evaluate investments, the impact of macroeconomic factors on the industry, and the potential for growth in fast-casual dining. This conversation provides valuable insights for investors, restaurateurs, and industry professionals looking to understand the complexities of hospitality investments.

Takeaways: 

When considering an investment or running a restaurant, focus on delivering a strong perceived value to customers. Make sure the food quality, service, and overall experience justify the price they pay.Before expanding, ensure you have replicable systems and processes in place. Detailed documentation and standard operating procedures can help new locations maintain consistency and operational efficiency.Keep an eye on essential financial metrics. Aim for high unit volumes and substantial store-level EBITDA margins, while managing build-out costs effectively.Recognize the critical role of a general manager in each unit. Investing in their development can create a significant positive impact on operational performance. Make the GM role a career-worthy position.Weigh the risks and benefits of lease commitments. Striking the right balance between prime locations and manageable lease liability can be crucial for long-term sustainability.Stay informed about macroeconomic trends and consumer behavior, as these can significantly impact the restaurant industry. Adjust strategies accordingly to maintain a competitive edge.

Quote of the Show:

“What I love most about hospitality is the human connection.” - Nate Edgerly

Links:

LinkedIn: https://www.linkedin.com/in/tom-donaldson-8468a54/ LinkedIn: https://www.linkedin.com/in/nathan-edgerly-00084b3/ Website: https://www.enzogroupinc.com/

Shout Outs:

15:53 - Outback Steakhouse https://www.outback.com/ 17:10 - Taco Bamba https://www.tacobamba.com/ 29:25 - Bojangles https://www.bojangles.com/ 43:24 - Setting the Table https://www.amazon.com/Setting-Table-Transforming-Hospitality-Business/dp/0060742763 46:03 - Carbone https://carboneofficial.com/ 47:01 - Sweetgreen https://www.sweetgreen.com/ 47:35 - Chopt Creative Salad https://www.choptsalad.com/ 48:11 - Chipotle https://www.chipotle.com/ 48:13 - Panera https://www.panerabread.com/en-us/home.html 50:15 - Investors Business Daily https://www.investors.com/ 50:17 - Wall Street Journal https://www.wsj.com/ 50:32 - Tiffany’s https://www.tiffany.com/ 50:49 - Kohl’s https://www.kohls.com/ 50:52 - Walmart https://www.walmart.com/ 51:01 - Apple https://www.apple.com/ 51:50 - Pret a Manger https://www.pret.com/en-US 55:07 - AOL https://www.aol.com/ 57:29 - Chick-fil-A https://www.chick-fil-a.com/ 58:09 - Subway https://www.subway.com/en-us/ 58:10 - Dunkin Donuts https://www.dunkindonuts.com/en 59:03 - McDonald’s https://www.mcdonalds.com/us/en-us.html 59:04 - Wendy’s https://www.wendys.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What role does media play in hospitality? This episode welcomes media expert and Owner of Cali BBQ, Shawn Walchef. Shawn discusses his journey from creating award-winning barbecue restaurants in San Diego to building a successful media platform. He shares insights on the importance of hospitality, storytelling, and the role of time in perfecting one's craft. Shawn also offers practical advice on leveraging digital media to build and grow a business, emphasizing the need to create consistent content and the power of being a curious and compassionate host. This episode is a must-watch for those looking to embrace their media presence.

Takeaways: 

Every business should think of itself as a media company. Start by creating long-form content, such as a podcast or YouTube channel, to share your story and connect with your audience.If you’re starting a podcast, commit to a regular schedule. For example, publishing every week without fail can build discipline and ensure you develop a reliable content stream.Leverage multiple social media platforms like LinkedIn, TikTok, Instagram, and YouTube to share your content. Different platforms allow you to reach different segments of your audience.Curiosity is a driving force in hospitality. Engage with people by asking questions and showing genuine interest in their stories. This approach can deepen relationships and loyalty.Adopt a mindset of rapid experimentation. Try new technologies and media quickly. If you fail, you’ll learn faster and can adjust your strategies accordingly.Find your "anchor tenant" or main partner that can lend credibility to your initiatives and help you attract more opportunities and partnerships.Listen to your audience and adjust your content strategy based on their feedback. This responsiveness can foster loyalty and better meet the needs of your listeners or viewers.

Quote of the Show:

“ The better that we get at our craft, the deeper the connections we make, both at our restaurants in real life, in our community, and online.” - Shawn Walchef

Links:

LinkedIn: https://www.linkedin.com/in/shawnpwalchef/ Website: https://betheshow.media/ Instagram: https://www.instagram.com/shawnpwalchef/ 

Shout Outs:

0:41 - Toast https://pos.toasttab.com/ 0:42 - Entrepreneur Media https://www.entrepreneur.com/ 3:20 - Canterbury Tales https://en.wikipedia.org/wiki/The_Canterbury_Tales 7:21 - Rado https://www.linkedin.com/in/radoivanov/ 7:23 - Marriott https://www.marriott.com/default.mi 9:39 - The Harvest https://www.amazon.com/Harvest-Bulgarian-Wealthy-Jolla-California/dp/1593302312 21:06 - YPO https://www.ypo.org/ 22:49 - Entrepreneurs’ Organization https://eonetwork.org/ 28:15 - Pennsylvania State University https://www.psu.edu/ 32:59 - Malcolm Gladwell https://en.wikipedia.org/wiki/Malcolm_Gladwell 33:17 - The Beatles https://en.wikipedia.org/wiki/The_Beatles 34:31 - Bo Burlingham https://boburlingham.com/about-bo/ 34:34 - Small Giants https://www.amazon.com/s?k=small+giants+book&adgrpid=1333708168067507&hvadid=83356831320179&hvbmt=be&hvdev=c&hvlocphy=104764&hvnetw=o&hvqmt=e&hvtargid=kwd-83357101759371%3Aloc-190&hydadcr=24658_10677455&mcid=7a177b91d24a3c459e23975de93a8c7c&msclkid=0715b194226a1581950ed985139a43a1&tag=mh0b-20&ref=pd_sl_71wu97gg72_e 34:46 - Annie DiFranco https://en.wikipedia.org/wiki/Ani_DiFranco 46:30 - Digital Hospitality https://www.digitalhospitality.com/ 47:41 - Family Style https://www.youtube.com/playlist?list=PL9aOArcA5Ia6KBNpggZJqQmrtw_lNkGqe 47:54 - Greg Majeski / Room for Seconds https://www.youtube.com/playlist?list=PLnoDJBRl8k--uSzQfVFpLeiJmqjzQIfFq 48:53 - Field of Dreams https://en.wikipedia.org/wiki/Field_of_Dreams 50:01 - Kevin Costner https://en.wikipedia.org/wiki/Kevin_Costner 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Sometimes you find yourself born into a business. That’s exactly what landed Xavier Lividini, Managing Partner at Hospitality Advance International, in the hospitality industry as he comes from a family of hoteliers! Xavier shares insights from his extensive career in operations, marketing strategy, and hospitality management and development. The episode covers stories from his time at iconic hotels like the Waldorf Astoria and the InterContinental and highlights valuable lessons from his family’s multigenerational involvement in the hotel industry. He also shares his entrepreneurial journey of founding Hospitality Advance International and his rewarding work in the boutique hotel space. The episode provides a refreshing look into some interesting hospitality stories that you won’t want to miss.

Takeaways:

Focus on creating memorable experiences for guests in all aspects of hospitality, from the welcome at the front desk to the services provided in restaurants and rooms.Gain experience in varied departments such as front desk operations, food and beverage, and sales. Broad knowledge across departments can lead to more significant leadership opportunities.Shift from a traditional management style to a coaching approach. Focus on developing your team by providing constructive feedback and supporting their growth.Stay open to learning from peers, mentors, and even those you supervise. Recognize the value of diverse experiences and backgrounds in the industry.Be prepared to take on responsibilities outside your comfort zone. These challenges can provide significant learning experiences and opportunities for advancement.Engage in professional organizations and groups to stay updated with industry trends and connect with other professionals globally.

Quote of the Show:

“It’s really about working with people, working with a team, and coaching these people.” - Xavier Lividini

Links:

LinkedIn: https://www.linkedin.com/in/xavier-lividini-5402035/ Website: https://www.hospitalityadvance.com/ 

Shout Outs:

4:32 - Waldorf Astoria https://www.hilton.com/en/brands/waldorf-astoria/ 5:03 - Frank Sinatra https://en.wikipedia.org/wiki/Frank_Sinatra 11:15 - Westin Hotels https://westin.marriott.com/ 11:16 - Intercontinental Hotel https://www.ihg.com/intercontinental/hotels/us/en/reservation 12:28 - Houstonian https://www.houstonian.com/ 15:44 - Flamingo Hilton https://www.hilton.com/en/hotels/lasflgv-hilton-grand-vacations-club-flamingo-las-vegas/ 18:22 - Penn State University https://www.psu.edu/ 21:46 - Madison Square Garden https://www.msg.com/madison-square-garden 25:57 - Century Plaza https://www.fairmontcenturyplaza.com/ 31:09 - Lime Tree Bay Resort https://www.limetreebayresort.com/ 36:58 - The Mutiny https://www.providentresorts.com/the-mutiny-hotel-coconut-grove-miami 40:45 - Hilton https://hilton.com/ 41:54 - Meadowlands Hilton https://www.hilton.com/en/hotels/ewrhhhf-hilton-hasbrouck-heights-meadowlands/ 42:38 - New Yorker https://www.newyorkerhotel.com/ 43:24 - Luther Rackley https://en.wikipedia.org/wiki/Luther_Rackley 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

“ Our hospitality starts with education, but it's also having a welcoming point of view.”

Scott Young, Founder of SSWING, an innovative indoor golf training facility in New York City, and an expert golfer joins the podcast today to hash out the meaning of hospitality and dive into his business. They discuss the broader meaning of hospitality in various environments, focusing on creating a welcoming yet challenging space to help people improve. The conversation dives into Scott’s analytical approach to golf using math and biomechanics, balancing customer comfort with pushing them to new limits. Scott shares insights from his touring days and stories about the honesty and pressure in golf. The episode highlights the importance of process-oriented improvement and maintaining a clear mental focus.

Takeaways: 

Whether it’s golf or any other aspect of life, embrace a mindset of continuous improvement and commit to bettering yourself.Aim to have a consistent and clear process for achieving your goals. In golf, this means focusing on your pre-shot routine and execution rather than being overly concerned with the outcome.Utilize technology such as biomechanics assessments, high-speed cameras, and other tools to get precise feedback and improve your performance.Develop mental resilience by practicing staying focused and present in high-pressure situations. This can be beneficial in sports and various other stressful scenarios in life.If appropriate for your business, consider a membership model to build a committed community and create a steady revenue stream.After any performance or practice, reflect honestly on your process and identify areas where you either succeeded or could improve.Use personal stories and experiences, whether from a professional athlete or your own life, to gain insights and inspire your growth journey.

Quote of the Show:

“ My essence of SSWING is that every single person who walks through our door leaves a better golfer or a better mover.” - Scott Young

Links:

LinkedIn: https://www.linkedin.com/in/scott-young-28b5569/ Website: https://www.sswing.com/ Podcast: https://podcasts.apple.com/us/podcast/pivot-the-path/id1713829364 

Shout Outs:

3:28 - Rosemary Young https://www.linkedin.com/in/rosemary-k-young-92b4821/ 4:54 - Shinnecock Hills Golf Club https://www.shinnecockhillsgolfclub.org/ 4:55 - Augusta National https://www.masters.com/index.html/ 12:04 - New York University https://www.nyu.edu/ 14:17 - David Kennedy https://www.linkedin.com/in/david-kennedy-03821b3/ 16:46 - British Airways https://www.britishairways.com/travel/classic-home/public/en_us/ 16:56 - JFK Airport https://www.jfkairport.com/ 22:15 - PGA https://www.pgatour.com/ 23:46 - Callaway https://www.callawaygolf.com/ 34:43 - Australian Open https://ausopen.com/ 38:09 - Rory McIlroy https://en.wikipedia.org/wiki/Rory_McIlroy 38:36 - Tiger Woods https://en.wikipedia.org/wiki/Tiger_Woods 39:30 - Jack Nicklaus https://en.wikipedia.org/wiki/Jack_Nicklaus 42:53 - Max Verstappen https://en.wikipedia.org/wiki/Max_Verstappen 42:54: Roger Federer https://en.wikipedia.org/wiki/Roger_Federer 47:42 - US Open https://www.usopen.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does it take to be the number one small hostile in North America? Today we welcome Nathan St. Cyr, Co-Founder of Malama Capital and Owner of Howzit Hostels, to tell us just that. Dan and Nathan dive into Nathan's journey within the hospitality industry, including his foundational experiences in sales, his profound motivation rooted in personal history, and the creation of successful hospitality ventures in Maui. They talk about the six human emotional needs, their own podcast experiences, and the evolution of their business practices. This engaging conversation highlights the unique aspects of building a culture-focused hospitality brand.

Takeaways: 

Focus on how your role or business can contribute to the well-being and happiness of others, which will enhance customer satisfaction and loyalty.Ensure your service or hospitality offering addresses the six human emotional needs: variety, security/certainty, connection, significance, contribution, and growth.Leadership and mindset are crucial. Develop a leadership style that emphasizes positivity, contribution, and personal development. Shift focus towards mindset training to ensure your team operates at its best.Implement frameworks such as EOS to streamline operations, improve efficiency, and ensure your team is aligned with the company’s goals.Invest in effective marketing strategies to tell your story. Use platforms like podcasts and social media to reach a wider audience and create a personal connection with potential customers and investors.Celebrate and acknowledge significant milestones, both within the team and with guests. This creates a sense of community and shared success.

Quote of the Show:

“ We really focused on anybody that worked for us to not just want to want a job. We wanted people that wanted to be a part of something special and build something unbelievable.” - Nathan St. Cyr

Links:

LinkedIn: https://www.linkedin.com/in/nathan-st-cyr-467069241/ Website: https://www.malama-capital.com/ Hotel Investor Playbook Podcast: https://www.hotelinvestorplaybook.com/ 

Shout Outs:

7:54 - Tony Robbins https://www.tonyrobbins.com/ 8:02 - Unleash the Power Within https://www.tonyrobbins.com/events/unleash-the-power-within 21:08 - Red Week Magazine https://www.redweek.com/ 34:09 - Unique Stays Summit https://www.theuniquestays.com/ 42:15 - Entrepreneurial Operating System https://www.eosworldwide.com/ 42:15 - Traction https://www.amazon.com/Traction-Get-Grip-Your-Business/dp/1936661837/ref=sr_1_3_sspa?adgrpid=1341404754019562&dib=eyJ2IjoiMSJ9.ivUyjhmThfkakmCVvM6aQvCiS2WBd8hy_jhV5TwuzPU9G-5kyOKn0VG08Gbmn0LNWMKfZcDEaOvFEcmIpasOvcygqGHIPdVb9f92F2jYT4-UUs0jHKJ0hfKqJNtqf2ts2-lnl0VTBC-btKXlD5Fbw1KlBsx7H73YC8d50hu916_KbJwfWy0nT7mEJl09olMwEOl035Dd0md2s6yJoh81daWBzNGU1pmW8NLWWWEccB4.Z6S2hs5q8J6UJuk0-qTmoFMtstrz1Qy6FvHZ0NvvO1g&dib_tag=se&hvadid=83838035983337&hvbmt=be&hvdev=c&hvlocphy=104764&hvnetw=o&hvqmt=e&hvtargid=kwd-83838151976689%3Aloc-190&hydadcr=22532_13494448&keywords=traction+book&mcid=a8e247c38b8e323ca52ee6f95a77314c&msclkid=6377a5a0deed155ecd69c250e1c39430&qid=1743798068&sr=8-3-spons&sp_csd=d2lkZ2V0TmFtZT1zcF9hdGY&psc=1 44:02 - Gino Wickman https://www.ginowickman.com/ 47:58 - Penn State University https://www.psu.edu/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Mentorship is important in encouraging students to enter artistic and creative career paths. Mark Page, Vice President of Design at Mohawk Industries, touches on the importance of fostering connections with colleges and universities to inspire the youth of today to continue their creative paths. Mark also shares insights on the challenges and innovations in flooring, such as the use of sustainable materials and advanced fiber technologies. He discusses the evolving demands of the hospitality industry, being able to offer something creative and beautiful that also meets functional and performance needs. This episode provides valuable perspectives for anyone interested in hospitality design, product innovation, and the flooring industry's future.

Takeaways: 

Understanding and enhancing the guest's journey is essential. Tailor experiences to make guests feel cared for and welcome.Design spaces that are not only functional but also inspiring and relaxing. Consider how elements like flooring can contribute to the overall guest experience.Embrace new materials and technologies. For example, using advanced fibers in carpets that repel stains can increase longevity and maintain aesthetic appeal.Incorporate sustainable practices, such as using recyclable materials in flooring, which can enhance the brand's eco-friendly appeal and reduce environmental impact.Recognize that different segments (hospitality, healthcare, office, etc.) have unique design needs and challenges. Tailor offerings to meet these specific requirements.Build relationships with colleges and design schools to attract fresh talent and foster loyalty among future designers.Ensure that design choices consider maintenance and longevity, making spaces easier to clean and sustain over time.

Quote of the Show:

“ My ideal is that our clients look to us for innovation, for new styling as being the specialists, as being the trend forecasters. We want them to come to us first. ” - Mark Page

Links:

LinkedIn: https://www.linkedin.com/in/mark-page-asid-iida-newh-cmg-a83b9b4/ Website: https://mohawkind.com/ 

Shout Outs:

20:28 - Raiders of the Lost Ark https://en.wikipedia.org/wiki/Raiders_of_the_Lost_Ark 21:59 - Brintons https://www.brintons.net/ 24:20 - LaGuardia https://www.laguardiaairport.com/ 34:34 - BDNY https://bdny.com/ 40:15 - Hirsch Bedner Associates https://www.hba.com/ 40:49 - Baywatch https://en.wikipedia.org/wiki/Baywatch 48:57 - Edwards Theaters https://en.wikipedia.org/wiki/Edwards_Theatres 53:18 - DuPont https://www.dupont.com/ 55:23 - VPI https://www.vpicorp.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Today we discuss the intersection of architecture and interior design, finding a common ground for both aspects to complement each other. Ian Mills and Becca Roderick, Executive Directors of Architecture and Interiors, respectively, at Morris Adjmi Architects. They delve into the concept of hospitality, the collaborative process within their firm, and how they align their visions to create contextually relevant and impactful projects. The conversation covers notable projects like the Wythe Hotel and The Forth, emphasizing how thoughtful design can redefine neighborhoods and meet client expectations. They also discuss the emergence of branded residences and the importance of client buy-in and strategic investment in design.

Takeaways: 

Encourage regular collaboration and communication between the architecture and interior design teams to align on the project's North Star.Conduct thorough research on the location, history, and context of the project site to create designs that are both impactful and fitting with the surroundings.Prioritize elements that make guests feel cared for, regardless of the budget or exclusivity of the experience.Invest in high-quality design, as it can significantly enhance the financial performance of hospitality projects. Tightly manage budgets to ensure investments are spent judiciously and effectively.Be prepared for unexpected challenges, especially in adaptive reuse projects. Have mechanisms in place to manage and respond to these surprises.Keep clients informed and involved throughout the project's lifecycle to ensure continuous alignment and buy-in.

Quote of the Show:

“ We're bringing the same mentality and sort of rigor to every project because we think that every project can change the neighborhood that it's in.” - Ian Mills

“ When you strip everything back and peel things away, hospitality is really about caring for people and fostering community.” - Becca Roderick

Links:

LinkedIn: https://www.linkedin.com/in/ian-mills-a77a1a19/ LinkedIn: https://www.linkedin.com/in/becca-roderick-45405299/ Website: https://ma.com/ 

Shout Outs:

0:48 - Four Seasons https://www.fourseasons.com/ 0:49 - St. Regis https://st-regis.marriott.com/ 0:54 - AvroKo https://www.avroko.com/ 0:55 - One Kings Lane https://www.onekingslane.com/ 9:09 - Wythe https://www.wythehotel.com/ 10:28 - The Goodtime https://www.thegoodtimehotel.com/ 10:43 - Forth Hotel https://forthatlanta.com/ 18:13 - Morris Adjmi https://www.linkedin.com/in/morris-adjmi-7295918/ 25:31 - The Founder’s Dilemma 27:46 - Frank Gehry https://en.wikipedia.org/wiki/Frank_Gehry 54:01 - Theory Building https://ma.com/theory-building.html 54:41 - 837 Washington https://ma.com/837-washington.html 56:36 - Scholastic Building https://ma.com/scholastic-building.html 56:42 - Aldo Rossi https://en.wikipedia.org/wiki/Aldo_Rossi 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

We’re going all in on branding and strategy for hospitality companies this week! David Carofano, Strategy and Commercial Director at Crown Creative joins as Dan’s guest to discuss the importance of branding in the hospitality industry, from conceptualizing a new project to breathing life into an established brand. David shares his journey, starting from a teenager working in restaurants to becoming a thought leader in hospitality branding. He highlights successful case studies such as the rebranding of The Dead Rabbit and emphasizes the role of brand strategy in creating memorable hospitality experiences. The conversation offers valuable insights for hospitality professionals looking to elevate their brand and connect deeply with their audience.

Takeaways: 

Integrate branding and strategy early in the project development process. Clearly define the brand and ensure everyone involved understands its core values and mission.Develop a comprehensive brand book or playbook that outlines your brand’s mission, vision, values, and strategy. This living document should guide all aspects of your business and be referred to regularly.Ensure that every aspect of the guest experience, from design and music to service and food, aligns with your brand’s story and mission. Every detail should contribute to the overall brand experience.Communicate your brand’s core values and mission regularly to staff, partners, and new team members. This ensures that everyone is aligned and working towards the same goals.Work closely with design and branding experts to ensure that the physical spaces and experiences reflect your brand accurately and creatively.

Quote of the Show:

“ I learned everything there is to know about front and back of house and I just sort of fell in love with it. I fell in love with the people, the energy, the chaos, the camaraderie of it, every bit of it.” - David Carofano

Links:

LinkedIn: https://www.linkedin.com/in/david-carofano-25705226/ Website: https://www.crowncreative.com/ Instagram: https://www.instagram.com/crowncreative/ 

Shout Outs:

4:51 - School of Visual Arts https://sva.edu/ 5:43 - AvroKo https://www.avroko.com/ 11:12 - Debbie Millman https://www.linkedin.com/in/deborahmillman/ 13:17 - Local Projects https://www.localprojects.com/ 14:24 - Jake Barton https://www.linkedin.com/in/jake-barton-b5a42235/ 17:48 - Marriott https://www.marriott.com/default.mi 27:30 - Ryan Crown https://www.linkedin.com/in/ryantcrownnyc/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What’s more important than making guests feel cared for? Today, Thomas Healy joins to discuss the core values of hospitality, the importance of a diverse and inclusive team, and his definition of leadership. He also reflects on how his upbringing in his family's New Jersey restaurant informed his hospitality ethos. The interview touches on significant topics such as the financial aspects of investing in independent hotels, the role of management companies in fostering employee culture, and the impact of technology on hospitality operations. Tom also shares a personal story about a recent health scare that led him to reevaluate how he spends his time, emphasizing the importance of aligning professional choices with personal values. The episode concludes with a discussion on the importance of providing authentic, experiential travel experiences for guests.

Takeaways: 

Always strive to make guests feel recognized and valued. Simple gestures like making eye contact and offering a friendly greeting can significantly enhance the guest experience.Ensure that leadership reflects the diversity of the team. This promotes a sense of relatability and trust within the team, which can enhance the overall culture of the workplace.Provide training that emphasizes both procedural knowledge and soft skills like reading nonverbal cues and understanding body language. This helps in offering personalized and compassionate service.Leverage technology to identify patterns in customer behavior and operations. This data can help in making informed decisions to improve efficiency and guest satisfaction.If managing an independent hotel, focus on delivering a unique and engaging guest experience rather than relying on brand recognition alone.Provide opportunities for staff and guests alike to engage in learning experiences, enhancing both personal development and guest satisfaction.Provide opportunities for staff and guests alike to engage in learning experiences, enhancing both personal development and guest satisfaction.

Quote of the Show:

“Hospitality is that simple. It's about putting yourself second and putting others first.” - Thomas Healy

Links:

LinkedIn: https://www.linkedin.com/in/thomas-healy-aabb135/ Website: https://www.rockbridgeholdings.com/ 

Shout Outs:

0:47 - Diamond Rock Hospitality https://drhc.com/ 0:49 - Strategic Hotels and Resorts https://strategichotels.com/ 0:50 - Hyatt https://www.hyatt.com/ 2:45 - Independent Lodging Congress https://ilcongress.com/ 21:17 - Marriott https://www.marriott.com/default.mi 21:18 - Four Seasons https://www.fourseasons.com/ 21:19 - Ritz Carlton https://www.ritzcarlton.com/ 21:20 - Hilton https://www.hilton.com/en/ 23:54 - Havana Cabana https://www.havanacabanakeywesthotel.com/ 34:54 - Goldman Sachs https://www.goldmansachs.com/ 46:01 - Adolphus https://www.adolphus.com/ 52:12 - Pelotonian https://www.pelotonia.org/52:13 - RTRX https://rtrx.co/ 58:34 - Outlive https://peterattiamd.com/outlive/ 58:44 - Dr. Attia https://peterattiamd.com 1:03:12 - Flax Trust http://flaxtrust.com/ 1:04:39 - Art Rooney https://en.wikipedia.org/wiki/Art_Rooney 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Mentorship is so valuable, especially in hospitality. Today Dan interviews Kellie Sirna, Owner and Principal of Studio 11 Design. Kellie shares her journey through 20 years in the hospitality design industry, highlighting key milestones such as the purchase and renovation of a historic building, the expansion of her business with sister companies specializing in branding and art, and the challenges of entrepreneurship. They explore the importance of mentorship, the evolving landscape of hospitality design, and navigating through the pressures of business restructuring. Kellie also discusses her vision for the future, including international expansion and the development of Studio 11 Design-branded residences. The conversation offers insights into the ups and downs of running a successful design firm and emphasizes the power of collaboration, trust, and perseverance.

Takeaways: 

Actively seek out mentors or become one yourself. Reach out to industry leaders for coffee meetings to gain insights.Focus on building and maintaining trust with clients. High trust levels can result in more creative freedom and better project outcomes.In design projects, delve deeply into the local neighborhood's story rather than relying on broad stereotypes or generalizations. This makes the design more authentic and engaging.Consider expanding available services such as branding and art installations within your firm to maintain a cohesive narrative and offer comprehensive solutions to clients.Invest in creating a collaborative and enriching workspace for your team to foster loyalty and productivity.Explore new and innovative project types, such as multifunctional spaces or projects in unique locations, to stand out and attract interest.

Quote of the Show:

“ The people in hospitality, we’re a different breed. We live and breathe hospitality. It's who we are.” - Kellie Sirna

Links:

LinkedIn: https://www.linkedin.com/in/kellie-sirna-9847445/ Website: https://studio11design.com/ Instagram: https://www.instagram.com/studio11design_/ Instagram: https://www.instagram.com/brandbottega/ Instagram: https://www.instagram.com/curationbylouverne/ 

Shout Outs:

0:40 - Hospitality Design Magazine https://hospitalitydesign.com/ 0:42 - Condé Nast https://www.condenast.com/ 0:43 - Forbes https://www.forbes.com/ 0:43 - Wall Street Journal https://www.wsj.com/ 6:24 - Duncan & Miller Design https://duncanmillerdesign.com/ 7:04 - Stacy Elliston  https://www.linkedin.com/in/stacy-elliston-11305a9/ 21:55 - Ed Kuester https://www.linkedin.com/in/edkuester/ 26:21 - Greg Clay https://www.linkedin.com/in/greg-clay-25772010/ 28:00 - Kevin Barry https://kevinbarry.com/ 28:34 - Countrypolitan https://www.countrypolitannashville.com/ 28:45 - Thompson Hotels https://www.hyatt.com/thompson-hotels 29:26 - Hilton Garden Inn https://www.hilton.com/en/brands/hilton-garden-inn/ 36:12 - Chris Alvarado https://www.linkedin.com/in/christopher-m-alvarado-2911647/ 40:05 - Kelly Wearstler https://www.kellywearstler.com/ 43:35 - Hutton Hotel https://www.huttonhotel.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Is there power behind organized chaos? 

Today, Dan Ryan engages with Meg Gutowski, Vice President of the Independent Lodging Congress (ILC). They discuss the essence of hospitality, the role of ILC in fostering connections among industry professionals, and the unique blend of events hosted by ILC that emphasize genuine human interactions over transactional relationships. Meg shares insights from her extensive experience in the hospitality industry, including planning initiatives, organizing events, and the importance of creating meaningful experiences for attendees. They also delve into personal anecdotes and the intricacies of balancing organized chaos in event planning. The episode emphasizes the transformative power of hospitality and the vital role of independent lodging in the industry.

Takeaways: 

Emphasize the mission of hospitality to care for people on their journeys. This core purpose should guide all actions and decisions.Strive to create experiences that blend the unexpected with fulfilling guest expectations, making their stays magical but ensuring they feel taken care of.Use unique and less formalized settings, like walk-and-talks, immersive experiences, and local tours, to encourage organic interactions and deeper connections among attendees.Building authentic relationships is crucial. In the hospitality industry, human connection and genuine interactions can set your business apart.Engage with local businesses and community members to enhance the collective experience for visitors.Choose venues and spaces that are comfortable and stimulating for guests, considering their comfort during events and interactions.

Quote of the Show:

“ Trying to figure out the right combination so that it feels very magical, but also you feel like you're taken care of. That's how hospitality has been running through my brain.” - Meg Gutowski

Links:

LinkedIn: https://www.linkedin.com/in/meg-gutowski-09b33972/ Website: https://ilcongress.com/ 

Shout Outs:

0:48 - Corinthian Yacht Club https://www.corinthianyc.org/ 1:47 - Bashar Wali https://www.linkedin.com/in/basharwali/ 5:45 - Andrew Benioff https://www.linkedin.com/in/llenrockgroupbenioff/ 7:18 - Cavallo Point Lodge https://www.cavallopoint.com/ 16:50 - Elyse Kirby https://www.linkedin.com/in/jelysekirby/ 17:25 - Sage Hotels https://sagehospitalitygroup.com/ 21:57 - Marquise Stilwell https://www.linkedin.com/in/quise/ 24:01 - Morris Adjmi Architects https://ma.com/ 24:05 - MethodCo https://www.methodco.com/ 25:07 - Alexis Lanman https://www.linkedin.com/in/alexis-lanman-b0b39487/ 25:08 - Jen Parks https://www.linkedin.com/in/jenniferfigariparks/ 32:35 - Highgate https://www.highgate.com/ 38:38 - Paul Tamburello https://www.linkedin.com/in/paul-tamburello-80638512/ 39:16 - Little Man Ice Cream https://www.littlemanicecream.com/ 46:27 - Amy Michaelson Kelly https://www.linkedin.com/in/amy-michaelson-kelly-a547a717/ 46:30 - Lark https://www.larkhotels.com/ 46:41 - Shelton Steele https://www.linkedin.com/in/shelton-steele-39521566/ 46:42 - Wrong Way Campground https://www.wrongwaycampground.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What is soul-making hospitality? Today, Rob Blood, Founder and Chairman of Lark Hotels and Principal at Elder and Ash, joins Dan to talk about the importance of creating genuine hospitality experiences. Rob shares his journey from an innkeeper to managing nearly one hundred hotels and over thirty restaurants. They discuss the core principles of hospitality, the significance of soul-making in hotel design, and the innovative approaches Lark Hotels brings to the industry. The conversation includes insights on scaling businesses, retaining top talent, and tech advancements impacting the sector.

Takeaways: 

Understand that hospitality is about creating genuine, memorable experiences for guests, extending beyond just the service provided. Balance the needs and wants of guests to create personalized, eye-to-eye connections.Foster a culture where employees feel like stakeholders and collaborators, thereby increasing their emotional investment in the company.Develop a flexible and scalable operational model that maintains the unique qualities and culture of the brand as the company expands geographically.Ensure that technology streamlines operations, making transactional processes smoother so that staff can focus on guest interactions.Emphasize the soul or essence of the hospitality experience through thoughtful design and service culture, making it an integral part of the guest experience.Cross-train staff to give them a well-rounded understanding of all operations within a hotel, which can enhance retention and career growth.

Quote of the Show:

“ We believe that every project has an essence or soul that needs to be drawn out.” - Rob Blood

Links:

LinkedIn: https://www.linkedin.com/in/robert-blood-13b53452/ Website: https://www.larkhospitality.com/ Website: https://www.larkhotels.com/ Website: https://www.elder-ash.com/ 

Shout Outs:

1:53 - Independent Lodging Congress https://ilcongress.com/ 6:19 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 6:30 - Scott Hopps https://www.linkedin.com/in/scot-hopps-40015711/ 6:38 - Amanda Wallace https://www.linkedin.com/in/amanda-flanagan-wallace/ 8:19 - Peter Twachtman https://www.linkedin.com/in/peter-twachtman-b152143b/ 8:49 - Saunders Hotel Group https://saundershotelgroup.com/ 12:43 - Abraham Maslow https://www.simplypsychology.org/maslow.html 16:58 - Henry David Thoreau https://en.wikipedia.org/wiki/Henry_David_Thoreau 20:31 - Lifehouse https://www.lifehousehotels.com/ 31:38 - Hyatt https://www.hyatt.com/brands/hyatt 31:40 - Hilton https://www.hilton.com/en/ 31:40 - Marriott https://www.marriott.com/default.mi 40:46 - Bashar Wali https://www.linkedin.com/in/basharwali/ 43:20 - Cambridge Common https://cambridgecommonrestaurant.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Implementing art and music, seeing potential, and giving back are the key pillars that Mr. Richard Kessler brings to his business. As the Chairman and CEO of The Kessler Collection, and over 50 years of experience in the field of hospitality, Mr. Kessler shares in his unique story. Mr. Kessler discusses his transition from helping found Days Inn to pioneering boutique hotels before they were even a recognized category. He reflects on the resilience needed to navigate economic crises, his passion for creating beautiful spaces, and the significance of hospitality in making guests feel cared for and entertained. Beyond his professional achievements, Mr. Kessler highlights his philanthropic efforts, including building an ecumenical family retreat center and an orphanage, driven by his vision of seeing and nurturing potential in people and places. The episode encapsulates his dedication to leaving a lasting impact through both his business ventures and charitable initiatives.

Takeaways: 

Emphasize creating memorable and emotionally impactful experiences for guests.Recognize potential in both people and properties. Look for unique opportunities to transform properties into high-value assets.Be prepared for external challenges like economic downturns and industry-specific crises. Develop resilience and a problem-solving mindset to navigate tough times effectively.Incorporate elements that can set your property apart, such as boutique aesthetics and special themes.Engage directly with guests to understand their experiences and gather feedback. Use guest feedback to continuously improve service and offerings.Look for ways to give back to the community and support charitable causes, in any way that you can.

Quote of the Show:

“ It's a process of caring for people and entertaining people all at the same time. Some people need more care, some people need more entertainment.” - Richard Kessler

Links:

Website: https://www.kesslercollection.com/https://www.newebenezer.org/ 

Shout Outs:

0:51 - Days Inn https://corporate.wyndhamhotels.com/our-brands/days-inn/ 3:54 - The New Ebenezer https://www.newebenezer.org/  4:09 - Georgia Tech https://www.gatech.edu/ 5:44 - University of Georgia https://www.uga.edu/ 7:17 - Cecil Day https://en.wikipedia.org/wiki/Cecil_B._Day 10:48 - Motel 6 https://www.motel6.com/en/home.html 10:59 - Holiday Inn https://www.ihg.com/holidayinn/hotels/us/en/reservation 22:37 - Paul Volcker https://en.wikipedia.org/wiki/Paul_Volcker 26:43 - Mulberry Inn https://www.innatmulberrygrove.com/ 27:13 - The Pirate’s House https://thepirateshouse.com/ 36:40 - Marriott https://www.marriott.com/default.mi 37:35 - The Bohemian Hotel https://www.kesslercollection.com/bohemian-savannah/ 39:02 - The Grand Bohemian https://www.kesslercollection.com/bohemian-orlando/ 51:34 - Treutlen House https://treutlenhouse.com/ 53:09 - From Houses to Homes https://www.fromhousestohomes.org/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Hospitality is key, especially under hardships and destruction, something Joe Balcken and Shelton Steele, Co-Owners of the Wrong Way River Lodge and Cabins in Asheville, North Carolina are passionate about. They discuss their unique urban campground hotel and the challenges they've faced. The conversation explores the definition of hospitality, the building of their flood-resilient property, and the impact of a recent historic flood on their business and the local community. The duo share their entrepreneurial journey, the human spirit of resilience, and the importance of tourism in revitalizing Asheville post-disaster. The episode is a testament to perseverance, community, and the spirit of hospitality in the face of adversity.

Takeaways: 

Incorporate local culture and unique features of the area into the business, as shown by Joe and Shelton's emphasis on Asheville’s outdoor personality and countercultural vibe.Build emotional connections with guests by highlighting the distinct aspects and personal stories associated with the property.Ensure infrastructure is resilient to natural disasters by adhering to local zoning and building laws.Utilize existing local networks and connections with other businesses to offer comprehensive guest experiences, whether extreme activities for the adventurous or more relaxed, outdoor-curious activities.Foster strong community bonds and be a part of local recovery efforts, which can also lead to supportive relationships and collaborations.Make every guest feel special and connected to the place by providing immersive and memorable experiences, such as customized murals that resonate with the property's theme.Promote group activities and communal spaces to enhance guest interactions and create memorable experiences. For example, having shared spaces like campfires and communal dining areas.

Quote of the Show: 

“ It's my backyard and I wanted to share it with everyone and create an experience that aligned with my version of Asheville.” - Shelton Steele

“ It's part of our mission to connect people with the outdoor experience, whether they be one of those people that's outdoor active or someone that's curious about it.” - Joe Balcken

Links:

Joe’s LinkedIn: https://www.linkedin.com/in/jbalcken/ Shelton’s LinkedIn: https://www.linkedin.com/in/shelton-steele-39521566/ Website: https://www.wrongwaycampground.com/ Instagram: https://www.instagram.com/wrongwaycampground/ 

Shout Outs:

0:59 - All Forward Outdoors https://www.allforwardoutdoors.com/ 1:24 - Independent Lodging Congress https://ilcongress.com/ 7:33 - Pleb Winery https://www.pleburbanwinery.com/ 13:49 - French Broad River https://en.wikipedia.org/wiki/French_Broad_River 15:37 - Starman https://en.wikipedia.org/wiki/Starman_(film) 16:26 - Amy Michaelson Kelly https://www.linkedin.com/in/amy-michaelson-kelly-a547a717/ 37:51 - Hurricane Katrina https://en.wikipedia.org/wiki/Hurricane_Katrina 39:58 - Meg Gutowski https://www.linkedin.com/in/meg-gutowski-09b33972/ 45:43 - Wedge Brewery https://wedgebrewing.com/ 46:00 - Biltmore Estate https://www.biltmore.com/ 49:34 - Western Carolina University https://www.wcu.edu/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

In this episode, Dan Ryan interviews Robyn Pratt, the General Manager of the Phoenicia Hotel in Malta and Principal of Impact Consulting Limited. Robyn shares her journey from her upbringing in Australia to becoming a leader in the hospitality industry. She elaborates on the importance of genuine employee engagement and shares her approach to creating a strong service culture that results in both happy employees and loyal guests. Robyn also discusses the unique aspects of Malta and how the island's rich history adds to the charm of the Phoenicia Hotel. This episode provides a deep dive into how authentic leadership and a passion for service can elevate any hospitality operation.

Takeaways: 

Recognize that hospitality is about making people feel special and welcome, just as if they are guests in your own home.Appoint a dedicated person to oversee employee wellness, ensuring that your team feels supported both personally and professionally.Spend time interacting with both guests and employees. Regularly walk around the property to engage with your team and understand their daily challenges.Organize monthly general manager's breakfasts or similar informal gatherings where employees from different functions can share ideas and feedback.Implement programs like Employee of the Month, and consider equitable profit-sharing initiatives to incentivize the entire team.Encourage staff to bring their personalities to their roles. Genuine interactions can significantly enhance the guest experience.Implement comprehensive training programs focused on service culture development and provide opportunities for career growth.

Quote of the Show:

“ The words are easy to say, we've got these values. What does it mean? What does it mean to deliver a value of caring?” - Robyn Pratt

Links:

LinkedIn: https://www.linkedin.com/in/robyn-pratt-33011a/ Website: https://www.phoeniciamalta.com/ 

Shout Outs:

0:52 - Hospitality Daily https://www.hospitalitydaily.com/ 0:53 - Josiah McKenzie https://www.linkedin.com/in/josiahmackenzie/ 13:58 - UNESCO https://www.unesco.org/en 15:21 - Condé Nast https://www.condenast.com/ 23:02 - Verne Harnish https://www.linkedin.com/in/verneharnish/ 35:26 - Four Seasons https://www.fourseasons.com/ 38:09 - Marriott https://www.marriott.com/default.mi 48:14 - Knights of St. John https://en.wikipedia.org/wiki/Knights_Hospitaller 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

In this episode, Dan Ryan explores the deeper significance of hospitality with guest Casey Lavin, President of Beemok Hospitality Collection (BHC). They discuss the importance of culture, values, and intentionality in the hospitality industry, emphasizing the need for genuine care and empathy. Casey shares insights from his extensive career, including his experiences in renowned establishments such as Ritz Carlton and Sea Island, and delves into BHC's vision and mission. The conversation highlights the transformational power of mindset, the role of intentional leadership, and the long-term impact of creating meaningful experiences in hospitality.

Takeaways: 

Incorporate company values and vision into daily operations and communications to foster a purpose-driven culture.Conduct daily huddles or lineups where at least 51% of the time is dedicated to discussing cultural and philosophical topics. Share core value stories, celebrate achievements, and remind the team of the larger purpose behind their work.Make orientation sessions meaningful by integrating the company’s vision, mission, and values, and end with a strong call to action, confirming the new hires' commitment.Regularly conduct colleague engagement surveys to gauge alignment with company values and gather feedback on areas for improvement.Develop tools like a “Daily Intentions Card” for employees to keep, which includes the company’s vision, mission, values, and daily intentions.Encourage a mindset of intentionality where every action and decision is aligned with the company’s purpose.

Quote of the Show:

“ We're going to achieve excellence and we're not going to stop until we get there. It might take 20 years, but if that is our goal, then let's be unrelenting in getting there.” - Casey Lavin

Links:

LinkedIn: https://www.linkedin.com/in/caseylavin/ LinkedIn: https://www.linkedin.com/company/bhc-charleston/ Website: https://bhc.com/ Instagram: https://www.instagram.com/thebhcteam/ 

Shout Outs:

0:52 - Ritz Carlton https://www.ritzcarlton.com/ 0:52 - Kiaweh Island Golf Resort https://kiawahresort.com/ 0:54 - Greenbrier https://www.greenbrier.com/ 0:55 - Sea Island https://www.seaisland.com/ 3:20 - Danny Meyer https://www.ushg.com/team/danny-meyer 8:34 - Verne Harnish https://www.linkedin.com/in/verneharnish/ 13:08 - Ben Navarro https://en.wikipedia.org/wiki/Ben_Navarro 20:32 - New England Patriots https://www.patriots.com/ 33:33 - St Michael’s https://www.st-michaels.org.uk/ 33:50 - Vatican https://www.vatican.va/content/vatican/en.html 43:30 - Meeting Street Schools https://www.meetingstreetschools.org/ 48:24 - Meriwether’s https://merig.com/ 55:06 - The Cooper https://www.thecooper.com/ 56:59 - The Charleston Place https://charlestonplace.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

In this episode of Defining Hospitality, host Dan Ryan talks with Oscar Mejia, Co-Founder of Asociacion de Casas a Hogares (Houses to Homes) based in Antigua, Guatemala. The discussion delves into Oscar's background, his passion for improving housing, education, and healthcare for underprivileged communities, and the impactful work of his organization. Dan shares personal experiences from his and his family's hands-on volunteer work in Guatemala, emphasizing the themes of hospitality, shelter, and community service. The episode highlights the challenges and successes of building homes and running a school in a region with significant poverty, along with ways people can get involved.

Takeaways: 

Advocate for and participate in service projects like those organized by Houses to Homes. This can enhance social responsibility and create a positive impact.Build partnerships with charities and nonprofits that align with your brand’s values, showing your commitment to making a positive difference in the world.Encourage a supportive and welcoming atmosphere. This can lead to better team morale and productivity.Gather and share stories from volunteers who have had positive and transformative experiences with your service projects. Use these testimonials to promote your initiatives and attract more support.Develop efficient systems for handling materials and organizing volunteer groups. Well-organized projects make it easier for volunteers and enhance their overall experience.Promote your initiatives and impact through robust social media campaigns and updates. This can help in raising awareness and attracting support globally.Ensure that your service projects and hospitality services are inclusive, welcoming people from different backgrounds and religions, and reinforcing the universal appeal of hospitality.

Quote of the Show:

“ One of the most important things is improving the living conditions of the people. It's the main goal for us for sure.” - Oscar Mejia

Links:

Website: https://www.fromhousestohomes.org/ 

Shout Outs:

12:55 - Joe Collins https://www.fromhousestohomes.org/aboutus/ 13:20 - Darren Collins https://www.fromhousestohomes.org/aboutus/ 24:19 - Santa Maria de Jesus https://en.wikipedia.org/wiki/Santa_Mar%C3%ADa_de_Jes%C3%BAs 51:27 - Judy Baker https://www.linkedin.com/in/judy-baker-1b247a35/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

In this episode of Defining Hospitality, host Dan Ryan chats with Marc Bromley, Regional VP and General Manager at Four Seasons Hotel, Washington, D.C. The discussion delves into the essence of hospitality, nurturing a culture of care, and powerful leadership lessons from Marc's father, Stan Bromley, a legendary figure in the industry. Marc shares his path in hospitality, the importance of attention to detail, and balancing professional commitments with personal life. The conversation also covers recruitment strategies, maintaining high standards, and Marc's enthusiasm for what lies ahead for Four Seasons.

Takeaways: 

Prioritize creating a culture of care within your organization. This means placing a high value on caring for employees first, which in turn enhances the customer experience.Implement regular employee opinion surveys (at least twice a year) to gauge employee satisfaction and identify areas for improvement. Take this feedback seriously and create action plans based on the results.Emphasize the importance of attention to detail among your team. Lead by example and teach your team to notice and address small issues before they become big problems.Provide your managers with opportunities to lead by ensuring they are the ones to address issues raised by senior leadership or general managers, rather than bypassing them.Focus on hiring for will and training for skill. Invest in continuous training and development programs that align with your organizational culture.Create a robust feedback mechanism where employees receive regular and constructive feedback. Recognize and reward good performance, and provide support and training where needed.Encourage a work-life balance within your team. Promote wellness initiatives and ensure that employees do not burn out.

Quote of the Show:

“ Not to say we won't move heaven and earth and create legendary, world-class, luxurious, five-star experiences for our guests, but we openly declare that the employee comes first.” - Marc Bromley

Links:

LinkedIn: https://www.linkedin.com/in/marcbromley/ Website: https://www.fourseasons.com/ 

Shout Outs:

1:11 - Stan Bromley https://www.sfgate.com/business/article/A-star-hotelier-bids-a-fond-farewell-Four-2564654.php 1:53 - The Admiral’s Club https://www.aa.com/i18n/travel-info/clubs/admirals-club.jsp 1:54 - San Francisco International Airport https://www.flysfo.com/ 2:23 - Jordan Bromley https://www.linkedin.com/in/jordan-bromley-278742b8/ 7:45 - Wolf Blitzer https://en.wikipedia.org/wiki/Wolf_Blitzer 7:47 - Bill Clinton https://en.wikipedia.org/wiki/Bill_Clinton 9:12 - Ohio State University https://www.osu.edu/ 9:15 - Michigan State University https://msu.edu/ 9:43 - Issy Sharp https://en.wikipedia.org/wiki/Isadore_Sharp 10:06 - Hyatt https://www.hyatt.com/ 11:09 - Peninsula Hotels https://www.peninsula.com/en/default 14:05 - Forbes https://www.forbes.com/ 14:07 - TripAdvisor https://www.tripadvisor.com/ 14:09 - Michelin Guide https://guide.michelin.com/en 40:02 - Mike Tyson https://en.wikipedia.org/wiki/Mike_Tyson 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Today, Dan Ryan hosts Dwayne MacEwen, a renowned architecture and design professional, and Founder and Principal of DMAC Architecture and Interiors. The conversation delves into Dwayne's journey from working at Jordan Moser to starting his own company. They discuss his innovative approach in the hospitality industry and explore his projects like the award-winning American Airlines lounge and unconventional methods—bending wire sculptures, carving topography models, and prioritizing intuitive design without heavy reliance on signage. The episode emphasizes the importance of creative processes, client relationships, and pushing the boundaries of traditional design.

Takeaways: 

Approach spaces with an outside-the-box mentality. Design shouldn't just meet the programmatic needs but also transcend and innovate beyond traditional expectations.Personalize spaces using hospitality as a guiding principle, even if they fall outside traditional hospitality contexts (e.g., airport lounges, utility buildings).Reduce dependence on signage by using materials and layouts that intuitively guide guests through spaces.Engage deeply with client feedback and adapt designs accordingly—a close, collaborative approach can lead to unique and successful outcomes.Trust and invest in the design process, from initial sketches to full-scale mockups. This can ensure a holistic, well-thought-out final product.Small details, such as acoustics and material finishes, can significantly enhance the guest experience. Pay attention to elements that might not be obvious but improve the overall ambiance.Be open to new challenges and projects outside your immediate expertise. This can lead to innovative solutions and broader experience.

Quote of the Show:

“ We succeeded at developing something really special by thinking outside of the box and applying hospitality to everything that we do.” - Dwayne MacEwen

Links:

LinkedIn: https://www.linkedin.com/in/dwayne-macewen-7b0b8615/ Website: https://dmacarch.com/ 

Shout Outs:

0:45 - BDNY https://bdny.com/ 0:46 - Global Hospitality Talk https://globalhospitalitytalk.com/ 2:04 - Jordan Mozer https://www.jordanmozer.com/ 4:51 - HD Expo https://hdexpo.hospitalitydesign.com/ 5:08 - Midtown Athletic Club https://www.midtown.com/ 6:57 - American Airlines https://www.aa.com/homePage.do 7:05 - Reagan National Airport https://www.flyreagan.com/ 12:32 - Joe Pilates https://pilateslessons.org/article/joseph-pilates/ 22:31 - Michael Jordan https://www.restaurant-hospitality.com/chef-news/michael-jordan-owner-partner-michael-jordan-s-restaurant-160-blue-michael-jordan-s-the-steak-house 23:10 - The Admiral’s Club https://www.aa.com/i18n/travel-info/clubs/admirals-club.jsp 26:43 - The Concourse Club https://www.concourseclubnj.com/ 27:13 - Helio Castroneves https://www.indycar.com/drivers/helio-castroneves 27:48 - Aaron Weiss https://www.linkedin.com/in/aaron-weiss-38684423/ 29:44 - Larry Traxler https://www.linkedin.com/in/larrytraxler/ 29:45 - Mike Suomi https://www.linkedin.com/in/mikesuomi/x 35:57 - Wallpaper Magazine https://www.wallpaper.com/ 49:59 - Chicago Mothership https://www.mothershiplaunchpad.com/ 51:11 - Cornell University https://www.cornell.edu/ 52:46 - AJ Capital https://www.ajcpt.com/ 59:11 - The Supper Club https://thesupperclubinc.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

In today’s episode, Dan Ryan sits down with Ashley Ewing Parrott, Founder and Principal Creative Director at AEP Hospitality Consulting and Co-Founder of The Saturday Crowd. The discussion delves into how Ashley's creative direction and strategic insights have helped transform the hospitality industry. They explore what hospitality truly means, the importance of branding, and how a well-crafted guest experience can drive revenue. Ashley shares her journey from her early aspirations to her current success in creating award-winning hospitality experiences like The Wayback in Pigeon Forge, Tennessee. They also discuss the role of big brands in independent hotels and the delicate balance between maintaining unique guest experiences and leveraging corporate support.

Takeaways: 

Get crystal clear on the client's vision and goals for the project at the beginning. Use creative exercises such as mood boards to align on aesthetics and objectives.Choose team members who are uniquely suited for the project. Avoid a one-size-fits-all approach and instead match the project's needs with the team's strengths.Elevate guest experience to be on par with other critical factors like budget and schedule.Bring in branding experts early in the process to ensure the property has character and depth. Late integration of branding can result in a soulless, two-dimensional product.For soft-branded properties affiliated with larger hotel chains, maintain brand-specific uniqueness while meeting essential standards like cleanliness and functional operational metrics.Create a compelling narrative around the property, from design elements to guest services. This helps set the property apart and attract a targeted audience.Utilize the positive feedback and loyalty programs from affiliated brands to boost occupancy while maintaining high ADRs through distinctive brand elements.

Quote of the Show:

“People are craving and then are subsequently willing to pay for connection, feeling connected to something.” - Ashley Ewing Parrott

Links:

LinkedIn: https://www.linkedin.com/in/ashleyewingparrott/ Website: https://www.aepconsulting.com/ Saturday Crowd: https://www.thesaturdaycrowd.com/ 

Shout Outs:

1:37 - Rubell Museum https://rubellmuseum.org/ 1:38 - Independent Lodging Congress https://ilcongress.com/ 1:48 - Jackie Wright https://www.linkedin.com/in/jackie-wright-70b80125/ 2:18 - Marriott https://www.marriott.com/default.mi 14:46 - The Wayback https://www.waybackhotel.com/ 22:30 - The Cavalier https://www.cavalierresortvb.com/ 24:39 - IHG https://www.ihg.com/hotels/us/en/reservation 24:41 - Kimpton Hotels https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 26:01 - Bunkhouse https://www.bunkhousehotels.com/ 26:11 - Merit https://merithotels.com/en/about-us 34:14 - Hyatt https://www.hyatt.com/brands/hyatt 34:15 - Hilton https://www.hilton.com/en/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

In today’s episode of Defining Hospitality, Dan Ryan welcomes Eliza Pesuit, the Founder and CEO of Global Glimpse. Eliza discusses her journey in reimagining travel and how it can serve as a powerful educational tool for high school students. With over 15 years of commitment to equity and access, Global Glimpse has provided transformative travel experiences to thousands of young people from diverse backgrounds. Eliza shares her insights into the profound impact of travel on youth development, the importance of hospitality, and the hurdles of fundraising and forming corporate partnerships. Highlighting success stories and aspirations for future collaborations, this conversation sheds light on the organization's mission to bridge divides and create connections through authentic travel experiences.

Takeaways: 

Understanding and communicating the "why" behind your work can inspire teams and stakeholders. Follow through the passion and remain dedicated to the mission.Leverage existing networks and engage with potential partners consistently, even if it means facing multiple rejections.Incorporate empathy, agency, and global perspective into organizational goals and metrics.Be transparent about how funds are used and the impact they create. Share stories and data to build trust and demonstrate the long-term value of the organization's efforts.Though technology is essential, recognize situations where tech-free environments can enhance interpersonal connections and learning.Support and partner with brands that share your organization's values. This can enhance credibility and loyalty internally and externally.

Quote of the Show:

“In great difference and dissonance, tremendous love and the most powerful growth can exist.” - Eliza Pesuit

Links:

LinkedIn: https://www.linkedin.com/in/elizapesuit/ Website: https://www.globalglimpse.org/ 

Shout Outs:

0:42 - Cause Strategy Partners https://causestrategypartners.com/ 0:43 - Treehouse Foundation https://www.treehousefoundation.org/ 0:43 - Entrepreneurship for All https://eforall.org/ 1:29 - Opportunity Network https://opportunitynetwork.org/ 1:29 - AiLun Ku https://www.linkedin.com/in/ailunku/ 2:15 - Edwin Gould Foundation https://www.egfaccelerator.org/ 29:10 - United Airlines https://www.united.com/en/us 34:51 - Maureen McClellan https://www.linkedin.com/in/maureen-mclellan-70159392/ 52:26 - Obama Foundation https://www.obama.org/ 52:27 - Brian Chesky https://www.linkedin.com/in/brianchesky/ 52:29 - Airbnb https://www.airbnb.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Today, Dan explores hospitality design with Matthew Goodrich, an acclaimed interior designer and strategist. They dive into Goodrich's journey from his art background to founding his own firm, Goodrich, seven years ago. The conversation touches on recent projects, including a jazz bar he designed, the UBS Arena, and lessons learned from renowned restaurateur Danny Meyer. Goodrich explains his 'Design Foundation' framework, focusing on the elimination of awkwardness and fostering human connection in hospitality spaces. He also reflects on his mentors, the collaborative nature of design, and how life experiences inform his work.

Takeaways: 

When starting a project, particularly in a new area, approach it with humility. Be upfront about what you don't know and actively listen to your clients and stakeholders to understand their needs deeply.Implement a structured framework or design foundation in your projects. This involves categorizing the project's inspirations or guiding principles into specific areas.Strive to create environments and experiences that eliminate awkwardness. This can be applied in both physical spaces and during client interactions, ensuring that all processes are smooth and intuitive.Conduct thorough research on the project's context and its historical, cultural, and location-based significance. This helps in creating designs that are timeless and resonate well with the intended audience.Foster a collaborative environment where input from various team members and stakeholders is valued. This helps bring in diverse perspectives and enriches the design process.Consider revisiting and refreshing designs periodically. This helps keep the projects relevant and aligned with evolving market needs and user behaviors. Encourage a flat organizational structure in your team where everyone can contribute ideas.

Quote of the Show:

“The highest and best that we can bring to a client is to help them imagine something that they couldn't on their own.” - Matthew Goodrich

Links:

LinkedIn: https://www.linkedin.com/in/matthew-goodrich-89402440/ Website: https://www.goodrich.nyc/ Instagram: https://www.instagram.com/goodrich.nyc/ 

Shout Outs:

AvroKo https://www.avroko.com/ Rockwell Group https://www.rockwellgroup.com/ So and So https://www.soandsosbar.com/ Danny Meyer https://www.linkedin.com/in/dhmeyer/ BDNY https://bdny.com/ Romer Hell’s Kitchen https://www.romerhotels.com/hells-kitchen Paul McElroy https://www.linkedin.com/in/paul-mcelroy-3387954a/ Brand Bureau https://www.brandbureau.com/ UBS Arena https://ubsarena.com/ Chris Rizzo https://www.linkedin.com/in/christopher-rizzo-86533314/ Misi Pasta https://www.misinewyork.com/ Ci Siamo https://www.cisiamonyc.com/ John Otis https://www.linkedin.com/in/jonotis/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Today, host Dan Ryan sits down with Bonnie Campagnuolo, Brand Leader of Embassy Suites by Hilton. The discussion follows the intricacies of hospitality, brand strategy, and evolving customer needs. Bonnie shares her journey from advertising to hospitality, her insights on brand evolution, and the importance of creating a guest-centric experience. They explore Embassy Suites' recent design changes, the importance of model rooms, and integrating technology in hospitality.

Takeaways: 

Embrace the need for brand evolution or revolution based on market demands and guest needs.Regularly gather and incorporate feedback from guests on room functionality and amenities.Ensure key stakeholders, including housekeeping and operational teams, have input in the design process.Conduct extensive research via surveys, focus groups, and in-room studies to understand guest behaviors and unmet needs. Ask guests how they use space and what features are most important to them.Allow owners flexibility in design, while also ensuring brand consistency.Experiment with new technologies to improve guest experience as well as operational efficiency.Be open to career moves that might seem non-linear but can provide valuable experiences and insights. Avoid limiting beliefs in yourself and your abilities.

Quote of the Show:

“Make decisions that leave doors open, not ones that close doors. Be open, work on different clients, learn different types of business.” - Bonnie Campagnuolo

Links:

LinkedIn: https://www.linkedin.com/in/bonnie-campagnuolo-7b31244/ Embassy Suites LinkedIn: https://www.linkedin.com/company/embassy-suites/ Website: https://www.hilton.com/en/ 

Shout Outs:

Chris Nassetta https://www.linkedin.com/in/chrisnassetta/ Universal Studios https://www.universalorlando.com/web/en/us Walt Disney World https://disneyworld.disney.go.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Today Dan Ryan welcomes Áine O'Connor, President of the International Society of Hospitality Purchasers (ISHP) and Founder of AOC Purchasing LLC. Áine shares her extensive experience in the hospitality industry from working across the globe in project management, budgeting, and procurement. She delves into her journey to entrepreneurship, balancing work and family life, and the critical issue of human trafficking awareness within hospitality. This episode explores the importance of relationships, collaboration, and passion for quality in the built environment.

Takeaways: 

Focus on building strong, respectful, and collaborative relationships with all project stakeholders including developers, designers, contractors, and vendors.Regularly check in with yourself to assess stress levels and ensure you aren’t taking on more than you can handle.Approach every project with a solution-oriented mindset, being open to others' input and working together to overcome challenges.Get involved in industry organizations for networking, skill development, and potential leadership opportunities.Stay open to learning new processes and understanding the rationales behind certain project decisions to improve your effectiveness.Understand that it is okay to admit when something is too much and take steps to delegate or adjust responsibilities accordingly.Support initiatives and training programs that address broader social issues, such as human trafficking, to make a positive impact within the industry and beyond.

Quote of the Show: “I never don't want to work. I never don't want to be in this industry. I love it. I'm passionate about it, but it's a balance.” - Áine O’Connor

Links:

LinkedIn: https://www.linkedin.com/in/%C3%A1ine-o-connor-5507aa4/ Website: https://aocons.com/ ISHP: https://ishp.info/ 

Shout Outs:

International Society of Hospitality Purchasers https://ishp.info/  The American Hotel & Lodging Association https://www.ahla.com/ Carl Long https://www.linkedin.com/in/carl-long-pmi/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

In this episode of Defining Hospitality, Dan Ryan meets with Mary Alice Palmer, the Global Creative Director and Founding Principal at ROAM Interior Design. The conversation focuses on the innovative decision by HKS to spin out ROAM as a standalone design firm. Mary Alice shares insights into her career, mentorship influences, and the strategic considerations behind the successful rebranding and growth of ROAM. The discussion also highlights how this unique approach brings new value to the firm and attracts top industry talent.

Takeaways: 

Focus on developing a high-quality portfolio that showcases your team's abilities and success stories. A great portfolio can generate positive reactions and open new opportunities.Develop a comprehensive business case and clearly articulate the value of any proposed change. Use data and strategic insights to back up your vision.Encourage initiatives that push the boundaries of traditional business models. Be open to radical ideas that might initially seem counterintuitive.Work with external consultants or brand strategists to gain fresh perspectives and objective insights that can help make a compelling argument for change.Understand that markets and team dynamics evolve. Be flexible and willing to modify strategies as necessary to stay aligned with market demands and internal goals.Support your team's development through mentoring, training, and continuous learning opportunities. Empower senior-level employees and keep them engaged with challenging projects.Publicize your successes both internally and externally. Acknowledge the hard work and dedication of your team to boost morale and attract new talent.

Quote of the Show: 

“I've been down many roads in my career. I'm attracted to things that keep me curious and keep me excited and keep me feeling like I'm on an adventure.” - Mary Alice Palmer

Links:

LinkedIn: https://www.linkedin.com/in/mary-alice-palmer-48897462/Instagram: https://www.instagram.com/roaminteriordesign/ Website: https://www.roaminteriordesign.com/ 

Shout Outs:

Baha Mar https://bahamar.com/ Marriott https://www.marriott.com/default.mi HKS https://www.hksinc.com/ Murphy Cramer https://www.mcdesign.com/ Simeone Deary https://simeonedeary.com/ WATG https://www.watg.com/ Ritz Carlton https://www.ritzcarlton.com/ Mandarin Oriental https://www.mandarinoriental.com/en/ Six Senses https://www.sixsenses.com/en/ Accor https://all.accor.com/a/en.html Hilton https://www.hilton.com/en/ Waldorf Astoria https://thewaldorfus.com/ Dan Noble https://www.linkedin.com/in/dan-noble-8a2989b/ Kirk Teske https://www.linkedin.com/in/kirkteske/ Revit https://www.autodesk.com/products/revit/architecture 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Dan welcomes Paul McElroy, Executive Vice President of Design and Construction at Lucid, Highgate’s in-house design studio, onto today’s episode where they dive into the transformative power of sustainability within the hospitality industry. Paul emphasizes the critical role of small changes and conversations, the significance of detailed project management, and the impactful lessons learned from challenging construction projects. The conversation conveys how vulnerability and resilience shape professional approaches and industry-wide improvements. The duo also explores how pioneering figures and companies are integrating sustainable practices, stressing the necessity of these efforts to become standard operations due to regulatory and market pressures. 

Takeaways: 

Embedding sustainability into projects from the kickoff meeting ensures that objectives are clear and incorporated into the workflow from the beginning.Integrate sustainability metrics and waste management plans into RFP processes to ensure accountability and commitment from contractors and vendors from the start.Show up with authenticity and vulnerability. This approach breaks down barriers and builds stronger, more genuine relationships with peers and partners.Set clear, audacious goals and communicate the “why” behind initiatives. This helps to align and motivate teams around shared objectives.Work collaboratively with contractors and vendors, bringing them on the journey rather than dictating from above. Understanding their challenges and working together to solve them can result in more sustainable and feasible solutions.Recognize and utilize the power of collective effort. Mobilize your organization and partners to join in the sustainable mission, thereby amplifying the impact.Be open to changing course based on what you learn along the way. Healthy friction and iterative improvements can lead to significant advances in sustainability practices.

Quote of the Show:

“It's very important that a hotel exhibits extreme hospitality to their guests, but I think hospitality extends way beyond the four walls of a hotel.” - Paul McElroy

Links:

LinkedIn: https://www.linkedin.com/in/paul-mcelroy-3387954a/ Website: https://www.luciddevelopmentgroup.com/ Website: https://www.highgate.com/ 

Shout Outs:

So and So Bar https://www.soandsosbar.com/ MindClick https://www.mindclick.com/ Hilton Hawaiian Village https://www.hilton.com/en/hotels/hnlhvhh-hilton-hawaiian-village-waikiki-beach-resort/ Alohi Lani https://www.alohilaniresort.com/ BDNY https://bdny.com/ Hyatt Regency San Francisco https://www.hyatt.com/hyatt-regency/en-US/sfors-hyatt-regency-san-francisco Kara Swisher https://www.linkedin.com/in/kara-swisher-b7213/ US Green Building Council https://www.usgbc.org/ Hotel Marcel https://www.hotelmarcel.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

In this episode, Dan Ryan interviews Sonja Haviland and Haley Mistler, Co-Founders of Superette Studio. They discuss their six-year journey in the hospitality design industry, highlighting key projects such as the Napa Valley Lodge and The Lodge at Bodega Bay, the latter of which was awarded Condé Nast Traveler's Reader's Choice - Best Hotel in the World. The duo shares insights on entrepreneurship, their definition of hospitality as the art of making people feel like they belong, and the importance of creative networks. They also touch upon the significance of trust and communication in their partnership, showcasing their nimble and hands-on approach to design and project management. This episode provides valuable guidance for budding entrepreneurs in the design world, emphasizing the synergy between branding and interiors in creating welcoming experiences.

Takeaways: 

Engage in spaces where you can have unexpected collisions with other professionals, such as creative hubs or co-working spaces.Consider working with a career or business coach to help navigate difficult conversations and improve teamwork.Perform a vibe check, financial check, and gut check before engaging with new clients. Remember that maintaining a comfortable and positive relationship with clients is crucial.When working on projects, think about the small details that enhance user experience, such as intuitive layout, placement of switches, and durability of materials.Continuously learn and embrace new roles and responsibilities within your business as it grows.Produce and showcase the type of work you want to attract; what you do now is what you will continue to bring in for work.Starting small can be advantageous. Focus on your strengths and expertise before scaling.

Quote of the Show: 

“So much of being successful and being able to grow and learn and evolve is surrounding yourself with people who are in a similar position.” - Haley Mistler

Links:

Sonja’s LinkedIn: https://www.linkedin.com/in/sonja-haviland-8602091/ Haley’s LinkedIn: https://www.linkedin.com/in/haley-mistler-2387735/ Website: https://superettestudio.com/ 

Shout Outs:

Napa Valley Lodge https://www.napavalleylodge.com/ The Langham https://www.langhamhotels.com/en/ Monterey Plaza Hotel https://montereyplazahotel.com/ The Lodge at Bodega Bay https://www.lodgeatbodegabay.com/ Lafayette Park Hotel https://www.lafayetteparkhotel.com/ Condé Nast https://www.condenast.com/ WeWork https://www.wework.com/ Lawrence McRae https://www.lawrencemcrae.com/ Jill Rosenwald https://www.jillrosenwald.com/ BookBub https://www.bookbub.com/ RISD https://www.risd.edu/ Brown University https://www.brown.edu/ Small Giants https://www.amazon.com/Small-Giants-Companies-Instead-10th-Anniversary/dp/014310960X/ref=sr_1_1?adgrpid=1333708168067507&dib=eyJ2IjoiMSJ9.QQYhvAjDoMxUtejBDi74ZgZCH5cCddPrse-p6MxQ-hqC5_axJ2H9nlq6hPjcja6LVUytkFP3aWaF-bBCfd7T3SVRifSgip5eh846NLy6cj8630nsW73gLX7LdBeMbyogFWBesgjGNJo5QgTAJ5rvSxK8Kn-8cCPfpJitzMe2HXs6Y5bgB6Ii3j6ZtrILYDNd4kHI3vLuFYNtUm6Z7BskXMpBHxjxxgf6SH2M3YjXYv0.S9dCyXXwVkxnVlvWE9EASQT8x8hp-YMYvwIdKr6-9Dc&dib_tag=se&hvadid=83356831320179&hvbmt=be&hvdev=c&hvlocphy=104857&hvnetw=o&hvqmt=e&hvtargid=kwd-83357101759371%3Aloc-190&hydadcr=24658_10677455&keywords=small+giants+book&msclkid=16538efc73151ef79412e9f124571198&qid=1728927559&sr=8-1 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Today Scott Williams, the Chief Development and Brand Officer at Main Street Hospitality, joins host Dan Ryan to unpack the essence of hospitality through empathy, connection, and innovation. Drawing from his extensive background in media and branding, Scott offers valuable insights on creating genuine guest experiences and the parallels between theater and hospitality. The discussion also covers the significance of people-first approaches, continuous learning, and maintaining personal discipline. With anecdotes from influential leaders and successful brands, the conversation highlights the importance of independent hotels as innovation hubs, the evolving trends in experiential hospitality, and the power of community and authentic interactions.

Takeaways: 

Ensure that all interactions with guests convey warmth, friendliness, and empathy. Train staff to handle stressful situations gracefully to enhance the guest experience.Encourage staff to make personal connections with guests and tailor their service to individual needs. Small gestures like stepping from behind the desk to hand over keys can make a significant difference.Implement continuous development programs for employees, such as monthly skills labs.Ensure that marketing and branding efforts authentically represent the values and culture of the business.Invest in creating memorable experiences that foster brand loyalty.Stay updated with new trends and practices in the industry, such as immersive experiences and sustainable practices.Promote a work environment where employees feel safe to express their needs and challenges.

Quote of the Show: “Hospitality is sharing the best of yourself with one customer at a time; each and every interaction.” - Scott Williams

Links:

LinkedIn: https://www.linkedin.com/in/scottswilliams/ Website: https://www.scottswilliams.com/ Website: https://mainstreethospitalitygroup.com/ 

Shout Outs:

Starwood https://www.starwoodcapital.com/ Morgan’s Hotels https://www.sbe.com/ Independent Lodging Conference https://ilcongress.com/ Horst Schulze https://horstschulze.com/ Red Lion Inn https://www.redlioninn.com/ La Mamounia https://mamounia.com/en/ Hilton https://www.hilton.com/en/ Marriott https://www.marriott.com/default.mi Welcome to the Stork Club https://www.amazon.com/Welcome-Stork-Club-Mearl-Allen/dp/0498023958 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

In this episode, we explore the essence and impact of hospitality in various contexts. Dan interviews Marion Emmanuelle Bullôt, the Managing Partner of AvroKO Hospitality Group. The conversation dives into Marion's career journey, starting from her early days in France, her influential experience with Gordon Ramsay, to her current role where she oversees strategy and concept development at AvroKO. Marion provides insights into how hospitality can transform spaces, enhance business strategies, and create meaningful experiences. The episode also highlights AvroKO's global projects, the importance of understanding market constraints, and the evolving nature of hospitality in enhancing guest experiences and business success.

Takeaways: 

When expanding or starting new ventures in different regions, understanding the local context and customer needs is crucial. Leaders should have a clear understanding of the financial realities of their business, such as the P&L of restaurants or the budget constraints for food and beverage in specific projects.Encourage and value diverse experiences within your teams to innovate and solve complex problems.Building trust with clients through transparent communication and demonstrating expertise can help in securing buy-in for ambitious projects. Focus on ensuring clients understand both the vision and the practical steps.Think about how every touchpoint, from design to customer interaction, contributes to the overall experience and brand perception.Be prepared to adapt and evolve with changing market conditions. Whether it's incorporating new technology or rethinking strategies post-pandemic, leaders must remain flexible and open to change.Effective F&B strategies can significantly contribute to the revenue of hotels and other establishments. Consider investing in high-quality F&B offerings and understand the unique value it can bring to your business.

Quote of the Show:

“I have lots of early childhood memories that tie into hospitality and I just love that it comes with me through my day-to-day, through my work, and through everything I do.” - Marion Emmanuelle Bullôt

Links:

LinkedIn: https://www.linkedin.com/in/marion-emmanuelle-bull%C3%B4t-4105363a/ Website: https://www.avroko.com/ 

Shout Outs:

Gordon Ramsay https://www.gordonramsay.com/ Marco Pierre White https://www.marcopierrewhite.co/ Marriott https://www.marriott.com/default.mi Four Seasons https://www.fourseasons.com/ Michelin https://guide.michelin.com/en Hoxton Chicago https://thehoxton.com/chicago/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Today’s episode provides listeners access to a session from Hospitality Sustainable Design Collaborative that Dan Ryan recently got to speak during. The webinar emphasizes the importance of sustainability in the hospitality industry. Collaborating with Marriott, Hilton, Hyatt, and Highgate Hotels, the initiative aims to educate industry professionals on climate health, equity, and carbon footprint reduction. The session highlights the significant environmental impact of packaging and showcases how companies like Berman Falk are innovating by using recyclable materials, reducing waste, and lowering carbon emissions. The broader discussion includes the financial and operational impacts of climate change, the role of sustainable practices in mitigating these effects, and how industry players can contribute to long-term environmental and economic resilience.

Takeaways: 

Focus on initiatives that make travelers feel cared for while incorporating sustainability into your operations. This shows your commitment to both hospitality and environmental stewardship.Partner with major brands and contribute to educational programs that train your staff on climate health and equity.Implement tools like MindClick to simplify sustainability assessment. Evaluate products based on their entire life cycle and use this intelligence to make more sustainable choices in design and purchasing.Recognize and support leaders within your organization and industry who champion sustainability, such as those leading efforts in major hotel chains. Share their successes and innovations to inspire others.Establish clear metrics to measure the impact of your sustainability programs. Track engagement and success rates from educational initiatives and incorporate these learnings into your strategic planning.Break down complex sustainability information into manageable insights for your team. Use simplified frameworks and tools to make sustainability a more approachable and executable component of your operations.Transition to more sustainable packaging options, such as honeycomb cardboard, to reduce waste and carbon emissions. Clearly communicate these changes to all stakeholders involved in production and logistics.

Quote of the Show: 

“Every hotel provides an experience for our guests and the ability to not only tell a story through design but tell a story that has a purpose and intention with respect to addressing the challenges that we all face with climate change.” - JoAnna Abrams

Links:

LinkedIn: https://www.linkedin.com/company/mindclickinc/ LinkedIn: https://www.linkedin.com/in/joannaabrams/ Website: https://www.mindclick.com/ 

Shout Outs:

MindClick https://www.mindclick.com/ Marriott https://www.marriott.com/default.mi Hilton https://www.hilton.com/en/brands/hilton-hotels/ Hyatt https://www.hyatt.com/ Highgate https://www.highgate.com/ BermanFalk https://www.bermanfalk.com/ PI FineArt https://pifineart.com/ Moore & Giles https://mooreandgiles.com/ Conde Nast Traveler Magazine https://www.cntraveler.com/ Sonesta https://www.sonesta.com/ IHG https://www.ihg.com/hotels/us/en/reservation 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

In this episode of Defining Hospitality, Dan interviews Alessia Genova, a noted interior design expert in the hospitality industry. Alessia shares her inspiring journey from starting as an intern at Tihany Design to becoming the company's principal and managing partner. With over 15 years of experience, Alessia discusses her passion for hospitality design, the importance of relationships and reputation, and the challenges and triumphs she encountered when taking over the company. The conversation offers valuable insights into maintaining high-quality standards, navigating career transitions, and balancing innovation with tradition in the design industry. She is an inspiration to hospitality professionals everywhere, you don’t want to miss this episode!

Takeaways: 

Identifying and communicating the mission behind what you do can energize and drive you and your team. In hospitality, for example, the goal might be to make people feel cared for during their journeys.Building strong, lasting relationships within your industry—whether with clients, colleagues, or vendors—can be a foundation for long-term success.Nurturing your team members and providing mentorship can foster a strong, supportive working environment. Encourage personal and professional growth through guidance and sharing knowledge.For firms with a rich legacy, it’s essential to balance the respect for past accomplishments with the drive to innovate and explore new paths.The COVID-19 pandemic was described as a non-linear challenge, indicating the importance of adaptability. Leaders must stay flexible and manage unforeseen changes effectively.Focus on the quality of work and craftsmanship, from design to execution. Detailed project planning and immaculate attention to detail can set you apart.

Quote of the Show: “Eventually you grow and you understand that having an understanding of these spaces will help you also design them in a certain way.” - Alessia Genova

Links:

LinkedIn: https://www.linkedin.com/in/alessia-genova-a28b742a/ Website: https://tihanydesign.com/

Shout Outs:

The Breakers https://www.thebreakers.com/ Beverly Hills Hotel https://www.dorchestercollection.com/los-angeles/the-beverly-hills-hotel Hilton https://www.hilton.com/en/brands/hilton-hotels/ Heart of House https://www.heartofthehouse.com/ Amber Hotel https://www.hotelamber.com/ Mandarin Hong Kong https://www.mandarinoriental.com/en/hong-kong/victoria-harbour Richard Serra https://gagosian.com/artists/richard-serra/ Le Cirque https://lecirque.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Today, host Dan Ryan speaks with Natalia Miyar, an experienced architect and designer with a global footprint and the Founder of Natalia Miyar Atelier. Natalia shares her journey from studying art history to establishing a successful design studio focusing on both high-end residential and hospitality projects. They discuss her design philosophy, the importance of making spaces comfortable and unique, and her transition into the hospitality sector, which includes projects in London and Mexico. Natalia also elaborates on her commitment to mentoring young talent and her aspirations for creating a lifestyle brand in the future. The conversation highlights the blend of practicality and creativity that is essential in design, and the significance of being open to new experiences and opportunities.

Takeaways: 

Be open to unexpected paths and seize opportunities that may not have been part of the initial plan. This flexibility can lead to exciting new ventures and growth.Working with a business coach or mentor can provide valuable insights, accountability, and support. This kind of guidance is especially crucial for entrepreneurial growth and overcoming challenges.Diversity in your team can drive creativity and innovation.It's vital to merge creative vision with practical execution. Understanding the balance between artistic freedom and the responsibilities of design ensures projects are both beautiful and functional.Leaders should encourage a culture of continuous learning within their organizations. This includes structured mentoring and internship programs to foster growth and development.Foster an environment where team members feel comfortable expressing their ideas and creativity, even if it pushes the boundaries of the project’s original vision.Being adaptable and willing to change direction when presented with new opportunities or challenges is a valuable trait for leaders.

Quote of the Show:

“I think any entrepreneur will tell you the hardest thing is finding the right people to go on that journey with you.” - Natalia Miyar

Links:

Instagram: https://www.instagram.com/nataliamiyar/?hl=en LinkedIn: https://www.linkedin.com/in/natalia-miyar-971b0559/ Website: https://www.nataliamiyar.com/ 

Shout Outs:

Olivia Vanderhagen https://www.linkedin.com/in/olivia-nathalie-johanna-van-der-hagen-9713b0233/ The 22 https://www.thetwentytwo.com/ Ceramica Suro https://www.instagram.com/ceramicasuro/?hl=en Oswald’s https://www.oswaldsclub.com/ Hartford Street https://www.5hertfordstreet.com/s/ Maison Estelle https://maisonestelle.com/ Aisli Westerdijk https://www.linkedin.com/in/aisling-westerdijk-53b4436/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

In this episode, Dan sits down in person with Foreman Rogers, Principal at Blur Workshop, to discuss his career in hospitality design and the firm's recent milestone of celebrating their 10th anniversary! Foreman shares insights on the founding of Blur Workshop, the significance of blurring the lines between architecture and interiors, and the importance of empathy and listening in their design process. He also highlights the firm's collaborative culture, high retention rate, and the wide spectrum of projects they handle, from boutique hotels to large convention centers. Join us as we explore Foreman's reflections on the last decade, his excitement for the future, and the values that drive Blur Workshop's unique approach to design.

Takeaways: 

Create a workplace culture that aligns with a larger mission, such as caring for people or creating meaningful experiences. This can elevate the sense of purpose and motivation among employees.Promote an environment where employees feel comfortable sharing ideas, asking questions, and providing feedback. Emphasize that there are no bad questions or ideas to foster innovation and collaboration.Develop active listening skills and emphasize their importance across all levels of the organization.Acknowledge the emotional aspects of work, especially in industries focused on hospitality and customer experience. Support your team in creating emotional connections through their work by understanding and empathizing with client and customer needs.Cultivate a humble work environment where egos are checked at the door. Ensure that the focus remains on collective success rather than individual accolades.While fostering a collaborative environment, ensure processes are in place to maintain efficiency and meet deadlines.

Quote of the Show: “The hospitality, it’s in our blood I think.” - Foreman Rogers

Links:

LinkedIn: https://www.linkedin.com/in/foreman-a-rogers-iii-56001b2a/ Instagram: https://www.instagram.com/blurworkshop/ Website: https://www.blurworkshop.com/ 

Shout Outs:

Liz Neiswander https://www.linkedin.com/in/liz-neiswander-36477112/ Scott Morris https://www.linkedin.com/in/scott-morris-27a555/ Ryman Hospitality https://www.rymanhp.com/ Marriott https://www.marriott.com/ DC Convention Center https://eventsdc.com/venue/walter-e-washington-convention-center Columbus Crew Soccer Stadium https://www.columbuscrew.com/stadium/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

In this episode, Dan Ryan interviews Amy Michaelson Kelly, a former litigator turned hotel developer and Principal of Hatteras Sky. Amy shares her path from practicing law to creating unique hospitality experiences in Asheville, North Carolina. She’s developed the Radical and Zelda Dearest hotels, both providing unique hotel experiences. Amy discusses the importance of community involvement, storytelling in hotel branding, and balancing compliance with creativity. She also talks about her firm's upcoming project, the Asher Adams Hotel in Salt Lake City, Utah. Throughout the conversation, Amy highlights the value of intentionality in independent hotels, the significance of making guests feel celebrated, and the influence of her legal background on her hospitality ventures.

Takeaways: 

Storytelling can differentiate a business and create unique connections with clients, especially in the hospitality industry, where narratives can enhance the guest experience significantly.True hospitality goes beyond mere accommodation; it involves making people feel truly welcome and cared for, often through personal touches and attention to detail.Leaders should not be afraid to take risks and venture into creative territories.Successful leadership often involves balancing rigorous compliance and technical demands with creative freedom. This ensures both operational excellence and innovative guest experiences.Building and maintaining good relationships with local communities and stakeholders is crucial. Engaging with and listening to community members can lead to more sustainable and accepted development projects.Flexibility is essential in adapting to new market demands and trends, such as the shift from traditional office spaces to more dynamic living and working environments.Commit to continuous learning and personal growth. Leaders should seek opportunities to expand their knowledge and skills.

Quote of the Show: “I love to be underestimated. It’s my favorite thing.” - Amy Michaelson Kelly

Links:

Twitter: https://twitter.com/hatterassky/status/1227625664775380992LinkedIn: https://www.linkedin.com/in/amy-michaelson-kelly-a547a717/ Website: https://hatterassky.com/ 

Shout Outs:

ILC CONFAB https://ilcongress.com/ F Scott and Zelda Fitzgerald https://www.scottandzelda.com/scott-zelda/ Marriott https://www.marriott.com/default.mi Driftwood Hospitality https://www.driftwoodhospitality.com/ Davidson Hospitality https://www.davidsonhospitality.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Today, Dan finally gets to sit down and talk with Malcolm Berg, who is not only a designer, but an entrepreneur who founded Edge of Architecture. He is all about pushing the boundaries and innovating to the next degree. Malcolm provides his insights on hospitality and how important it is to bring empathy and human connection to the forefront of design and architecture. The conversation also delves into the significance of gratitude, the role of mentorship at EOA, and the enduring philosophy of reflecting values and unity in their projects. Listen along to hear Malcolm and Dan’s conversation!

Takeaways: 

Cultivate empathy within your team and client relationships. Understanding and responding to people's needs and emotions is crucial for creating meaningful work and strong bonds.Strive beyond good enough. Aim for spectacular and aim to create experiences and designs that evoke strong, positive reactions.Hire people for their enthusiasm, work ethic, and potential rather than just their current skills or experience. Develop a culture of mentorship to nurture growth from within.Work with stakeholders, including clients and team members, who share similar values and vision. Avoid relationships that are purely transactional or financially driven.Emphasize continuous learning and innovation. Do not settle into a routine; constantly push the boundaries to stay ahead in a world that is rapidly changing.Develop a strong, cohesive concept as the foundation for all your design elements. This helps maintain a consistent narrative and creates a more immersive experience.

Quote of the Show:

“It’s how you behave in the trenches that kind of makes you who you are. Things are going to go sideways, shit happens. It’s how you fix it that counts.” - Malcolm Berg

Links:

Twitter: https://twitter.com/eoagroup?lang=enLinkedIn: https://www.linkedin.com/in/malcolm-berg-75b46910/ Website: https://eoagroup.com/ 

Shout Outs:

IIDA https://iida.org/Gold Key https://www.goldkeyphr.com/ Curio by Hilton https://www.hilton.com/en/brands/curio-collection/ Andaz Miami https://www.hyatt.com/andaz/miaob-andaz-miami-beachMario Andretti https://www.instagram.com/andrettimario/?hl=en Travel by Design by Marriott https://traveler.marriott.com/travel-by-design/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

In today’s episode, Dan sits down to talk with a fiery design duo who have overcome new business challenges and thrived in the interior design industry. They are the co-founders and current partners of Watts & Dray: Vanessa Watts and Erika Dray. The two provide insights into their journey from creative director and fashion designer into partners who built a company from scratch. Take a listen and hear their story, as well as some valuable insights!

Takeaways: 

The importance of genuine human connection and attentiveness in hospitality can't be overstated. Leaders should foster an environment where team members feel genuinely cared for and where they, in turn, extend that care to clients and colleagues alike.Hospitality is not just for the elite but should be extended to everyone, regardless of their background or status. This inclusive approach can help create a more welcoming and supportive team culture.Starting and running a business often involves numerous setbacks. Leaders should be prepared to navigate these challenges with resilience and adaptability, learning from mistakes and constantly iterating on their approach.While passion and spontaneity are crucial, having a well-thought-out plan and understanding business dynamics like cash flow and client acquisition can significantly impact success.Allow room for wild and innovative ideas, and don’t be afraid to pursue unconventional projects. Building a business with a partner involves clear communication, respect, and a shared vision.Don't wait for the perfect moment or perfect plan to start. Begin your entrepreneurial journey with the understanding that learning and adjustments are part of the process.

Quote of the Show:

“At that point in my career, I had never designed anything on my own. It had always been through a studio, for studio clients, and no one had ever asked me to design anything on my own, but I have some pretty wild ideas about what I think the world should look like.” - Vanessa Watts

Links:

LinkedIn: https://www.linkedin.com/in/vanessa-watts-nyc/LinkedIn: https://www.linkedin.com/in/erika-dray-6356897/ Website: https://www.watts-dray.com/ 

Shout Outs:

12:55 - Mike Suomi https://www.linkedin.com/in/mikesuomi/ https://suomidesignworks.com/ 34:45 - Fallin’ and Flyin’ Jeff Bridges https://www.youtube.com/watch?v=LTYyS8bxV78 37:35 - The Luxor Hotel https://luxor.mgmresorts.com/en.html 40:04 - The Cosmopolitan https://www.cosmopolitanlasvegas.com/?utm_source=google&utm_medium=search&utm_campaign=mgm_corporate_performance_brand_2024&gad_source=1&gclid=CjwKCAjwqf20BhBwEiwAt7dtdQ6OeEWYeaqbIeqgrtKGGEJy-0y8zcmX8OQvbZP5OgUPFXtmzNndaxoC9bUQAvD_BwE 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/id1573596386?i=1000663163850Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

This week, Dan Ryan sits down to talk about the INDIEConFab, a conference he attended and emceed earlier this week. He recaps on the two days he spent there and provides insights on what he thought about it (spoiler: he loved it) and summarizes the different segments he got the opportunity to emcee for! Listen to hear about Dan’s experience at the INDIEConFab!

Takeaways: 

Mentorship can be both formal and informal but should focus on genuine curiosity and openness.Mentors should be prepared to guide mentees even if it means encouraging them to explore opportunities outside the current organization.Beyond traditional metrics like growth and revenue, success includes the quality of relationships built, the impact made on others, and the experiences created.There is a shift from "outdoor leisure" to "experiential hospitality," indicating a broader scope of creating immersive and engaging customer experiences.Authenticity in development (not "faking the funk") leads to better financial performance and genuine neighborhood integration.

Quote of the Show:

“I think in all of our careers, it was, growth, revenue, profit, whatever other KPIs you could think of that are these metrics of what makes a business successful. But I think we all came to this really cool realization that it's also about relationships.” - Dan Ryan

Links:

LinkedIn: https://www.linkedin.com/in/thedailydanryan/ Website: https://www.ninesixseven.com/ 

Shout Outs:

0:33 - Independent Lodging Congress https://ilcongress.com/event/asheville/1:01 - The Radical Hotel https://www.theradicalavl.com/?gad_source=1&gclid=CjwKCAjwnei0BhB-EiwAA2xuBj5YmupfziyOY6mzGki32JqPJedBpEc4pCtQ_dJ4oGEPJbHABkDHDRoCjUAQAvD_BwE 1:06 - Mike Suomi https://www.linkedin.com/in/mikesuomi/3:02 - Wrong Way River Lodge & Cabins https://www.wrongwaycampground.com/ 4:10 - Plēb Urban Winery https://www.pleburbanwinery.com/ 6:43 - Radical Innovation Tour https://www.radicalinnovation.io/ 7:03 - Briggette Harenda https://www.linkedin.com/in/brigetteharenda/7:08 - Rob Blood https://www.linkedin.com/in/robert-blood-13b53452/7:13 - Jennifer Krapp https://www.linkedin.com/in/jenniferkrapp247/ 8:15 - Greg Smith https://www.linkedin.com/in/greg-smith-6093455/8:18 - Ralph Mahana https://www.linkedin.com/in/ralph-mahana-17984517/ 8:34 - Lesly Anderson https://www.linkedin.com/in/lesley-anderson-596794a0/10:00 - Kimberly McGlonn https://www.linkedin.com/in/kimberly-mcglonn-ph-d-4798b0134/ 10:15 - Deiter Rams https://www.vitsoe.com/us/about/good-design11:19 - Emily Isenberg https://www.linkedin.com/in/emilyisenbergprojects/11:36 - Shawn Chopra https://www.linkedin.com/in/shawn-chopra-bb3b19102/11:38 - Carolyn Schneider https://www.linkedin.com/in/carolyn-schneider-7aab928/13:05 - Alexis Lanman https://www.linkedin.com/in/alexis-lanman-b0b39487/ 13:07 - Daniel Del Olmo https://www.linkedin.com/in/alexis-lanman-b0b39487/ 15:32 - Sheena Brittingham https://www.linkedin.com/in/sheena-brittingham-7744a912/15:36 - David Better https://www.linkedin.com/in/davidbetter/15:39 - Chris Osaka https://www.linkedin.com/in/chrisosaka/15:51 - Laron Turley https://www.linkedin.com/in/laronturley/18:24 - Andrew Benioff https://www.linkedin.com/in/llenrockgroupbenioff/ 18:33 - Meg Gutowski https://www.linkedin.com/in/llenrockgroupbenioff/ 18:34 - Shannon Barnett https://www.linkedin.com/in/shannon-barnett-033977160/

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/YouTube: https://www.youtube.com/@defininghospitality 

Our guest this week is someone who is committed to elevating communities and creating wealth through hospitality ownership and leadership. Please welcome to the show, Founder of Hospitality Hued, Ashli Johnson!

Ashli sits down with Host Dan Ryan to discuss the ways the hospitality industry can be more accommodating of Black and Brown professionals. Ashli shares her motivations for founding Hospitality Hued, the importance of early professional development, and how to instill a sense of ownership in employees.

Takeaways: 

While hospitality is ultimately a business of service, it is rapidly evolving to better address DEI issues across employment, supplier diversity, and leadership. To remain impactful, those in the industry must actively engage in these conversations.Conferences and networking are a crucial part of success in the hospitality industry, yet many Black and Brown leaders find themselves “under conferenced”. To combat this, HUED was created to lower barriers to these opportunities for Black and Brown leaders.Leverage alumni networks to bridge the gap between academic learning and practical career development. Don't overlook the importance of having a strategic approach when pursuing career goals to avoid potential disadvantages and seize growth opportunities.To motivate teams to think like owners, consider actually giving them ownership stakes, as it fundamentally changes their understanding and investment in the business. Implementing an equity share model can drive engagement from general managers.In hospitality, it's crucial to understand how positive guest experiences impact the business's overall success and competitive position. Recognizing the connection between guest satisfaction and business metrics such as rates, market competition, and capital expenditures is essential for professional growth and effective management.Aspiring hotel or restaurant owners should carefully consider their financial and personal responsibilities before pursuing ownership. Instead of direct ownership, roles such as investor or franchisee have lower capital requirements and barriers to entry.Surround yourself with like-minded individuals who want to master the business, and ensure that your leadership is aware of your interests to help you move towards your desired career path.

Quote of the Show:

“Your fortune is found in the follow up.” - Ashli Johnson

Links:

LinkedIn: https://www.linkedin.com/in/itsashlijohnson/ Website: https://www.hospitalityhued.com/ 

Shout Outs:

2:12 - HD Vegas: https://hdexpo.hospitalitydesign.com/ 2:47 - Howard University: https://howard.edu/ 2:50 - Marriott-Sorenson Center for Hospitality Leadership: https://business.howard.edu/hospitality-leadership 44:52 - John Fareed: https://www.linkedin.com/in/johnfareed/ 45:06 - From Invisible to Icon: How to Become a Known Expert in Your Industry: https://a.co/d/03AZNsoL 45:41 - Julien Saunders: https://www.linkedin.com/in/juliensaunders/ 45:42 - Kiersten Saunders45:47 - Rich and Regular: https://richandregular.com/ 46:36 - Thomas Penny III: https://www.linkedin.com/in/thomas-penny-iii-1aa40915/ 46:42 - Damon Lawrence: https://www.linkedin.com/in/hauspitality/overlay/about-this-profile/ 46:45 - Jason Bass: https://www.linkedin.com/in/jasoncbass/ 47:01 - ILC: https://ilcongress.com/ 47:15 - Kendra Plummer: https://www.linkedin.com/in/kendraplummer/ 47:37 - Bashar Wali: https://www.linkedin.com/in/basharwali/ 47:56 - Lauren A. K. Darnell: https://www.linkedin.com/in/laurenadarnell/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the show this week is a hospitality professional who creates distinct projects that make emotional connections with guests. Please welcome to the show, Senior Director of Design & Construction Services at Kempinski, Vibha Sawhney.

Vibha joins Host Dan Ryan to discuss how she creates luxury projects that meet the needs of owners. Vibha also shares the importance of collaborative empathy, the value of meticulous attention to detail, and explores Kempinski's unique approach to luxury.

Takeaways: 

Hospitality involves providing the highest level of service where the guest is considered supreme. For an architect, design and architecture are tools to craft unforgettable and comfortable memories for guests, emphasizing their supreme importance.To gain hands-on experience and a deeper understanding of materials, immerse yourself in working alongside skilled tradespeople like carpenters and metal workers. Understanding how they work allows you to better utilize a material in planning. The key to success is selecting the right partners who will give proper attention to your projects and act with empathy toward the end-users. It is essential to work collaboratively to achieve the best results and support the owner's vision.A successful property requires exceptional service across all locations and maintaining high standards in essential areas like breakfast and room comfort. Consideration must be given to space constraints, ensuring comfortable environments in smaller spaces.While many brands have a clear and defined aesthetic that should be designed for, your job is ultimately to work with an owner to tie their vision together. Successful collaboration blends both brand design and owner desires. Hotels are ultimately an ecosystem that requires collaboration between various functions and backgrounds to function properly. Collaboration can only happen if empathetic understanding is found between employees. 

Quote of the Show:

“We are really open to understanding what the owner and the owner's team wants to do in a project.” - Vibha Sawhney

Links:

LinkedIn: https://www.linkedin.com/in/vibha-sawhney/ Website: https://www.kempinski.com/en

Shout Outs:

1:43 - Kristen Conry: https://www.linkedin.com/in/conry/ 1:45 - Hyatt: https://www.hyatt.com/ 13:25 - Samuel Creations20:22 - Marina Residences Dubai: https://www.kempinski.com/en/development/upcoming-openings/kempinski-marina-residences-dubai 20:27 - International Design Associates: https://www.ida-global.com/ 25:24 - Marriott: www.marriott.com 25:25 - Hilton: https://www.hilton.com/ 30:13 - Çırağan Palace Kempinski Istanbul: https://www.kempinski.com/en/ciragan-palace 31:05 - Kempinski Palace Engelberg Titlis Swiss Alps: https://www.kempinski.com/en/kempinski-palace-engelberg 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the show this week is a committed executive who cherishes the traditions of his resort, inspired by the legacy of his late family, the Smileys. Please welcome to the show The President of Mohonk Mountain House. 

Eric joins Host Dan Ryan, their conversation delves into the intricacies of managing a multi-generational family business, emphasizing sustainability and stewardship as core principles. Eric provides insights into their strategic planning initiatives and their commitment to balancing profitability with environmental and community preservation.

Takeaways: 

Hospitality means ensuring the comfort and contentment of every guest and anticipating their needs. It also includes understanding that every individual has a unique story and unique needs. Being fully present with guests, listening to them, and then delivering service based on what you've learned is key. This approach helps create a longing for guests to return even as they are leaving.Focusing equally on sustainability and stewardship is essential. This involves balancing financial gains with the upkeep and improvement of the property. For example, reinvesting profits into maintaining the extensive infrastructure and natural landscape ensures that future generations can also appreciate the property.Running a family business successfully requires balancing the needs of shareholders and stakeholders. At Mohonk, they ensure that while they make profits to stay operational, they also pay attention to nature, community, family, and history. This balance ensures that the business thrives in the long term and stays true to its founding principles.A strong mission and principles are crucial for long-term success. Mohonk's mission is built on Quaker values like consensus-building, caring for people, and maintaining peace and serenity. These principles have guided the business for five generations and help to make clear, principled decisions for future sustainability.Providing unique and diverse guest experiences can significantly enhance a resort's appeal. At Mohonk, they offer activities like mountain biking, hiking, and a Via Ferrata experience that allows guests to engage with the natural landscape in thrilling but low-impact ways. Such offerings ensure that the property remains a destination in itself, attracting visitors repeatedly.Building consensus within the organization and the broader family is essential. Whether it's developing a strategic plan or making day-to-day decisions, involving all stakeholders ensures that everyone is on board with the vision and mission of the business. This approach has helped Mohonk sustain itself through five generations.Effective resource management and reinvestment are critical. At Mohonk, all profits are reinvested back into the business to sustain its vast property and infrastructure. They focus on maintaining what they have while also planning for future expansions cautiously. This strategy ensures that the property continues to thrive and grow in a sustainable manner.

Quote of the Show:

"Hospitality is about anticipating and meeting guests' needs while recognizing their unique stories and individuality. In life, listening and showing compassion are essential, just as with a friend."

Links:

Website: https://www.mohonk.com

Shout Outs:

Smiley Family Quaker Traditions 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/YouTube: https://www.youtube.com/channel/UCrpt8C461L_9n_6vezzZtkQ 

Today’s guest is a creative thinker with a unique understanding of the spaces she designs. Please welcome to the show, Vice President of Design at Aspen Hospitality Julie Frank. Julie joins Host Dan Ryan to share her journey from Architect to VP. Julie discusses her philosophy on hospitality, the importance of seizing opportunities, and how to blend spaces with the environments around them.

Takeaways: 

Hospitality is any act that helps make people feel like a better version of their day to day selves. By taking their experiences and enhancing whatever they are seeking, you are delivering true hospitality. Attending industry events and building relationships is crucial once you're on the ownership side or involved with a brand or development. Having contacts you can rely on to address issues as they arise is paramount. It’s important to respect the historical significance of spaces when incorporating modern brand experiences. By blending homage to the past with the unique elements of the modern brand, one can create a harmonious and impactful fusion.It’s important to incorporate fun and creativity into design to engage people more effectively, rather than relying solely on teaching. In large-scale projects like museums, the visionary gestures often come from the top, with the rest focused on implementation.The best way to understand frustrations in any job is to experience them from all perspectives; embrace job changes to gain a broader understanding of professional dynamics and improve your ability to work harmoniously across different sectors.The ideal home-away-from-home experience is a relaxing and inviting space where one can feel at ease and explore the local area. To fully enjoy a property, guests should have both the comfort of well-designed rooms and relaxing communal spaces.

Quote of the Show:

“I wanted people to learn through spaces.” - Julie Frank

Links:

LinkedIn: https://www.linkedin.com/in/juliecfrank/c Website: https://aspenhospitality.co/ 

Shout Outs:

2:45 - Rafael Viñoly2:47 - James Polshek2:54 - Rose Center for Earth and Space: https://www.amnh.org/exhibitions/permanent/rose-center 3:02 - Adam Tihany4:03 - Rockwell Group: https://www.rockwellgroup.com/ 4:04 - Avroko: https://www.avroko.com/ 4:49 - Shawn Sullivan: https://www.linkedin.com/in/shawn-sullivan-3a290546/overlay/about-this-profile/ 4:52 - Nobu: https://noburestaurants.com/ 5:54 - Starwood Hotels and Resorts8:57 - Le Meridian9:08 - W Hotels: https://w-hotels.marriott.com/ 9:41 - Brian Povinelli: https://www.linkedin.com/in/brian-povinelli-162b128/ 9:42 - George Fleck: https://www.linkedin.com/in/george-fleck-58967050/ 12:43 - Moshe Safdie22:30 - Robyn Kaminski: https://www.linkedin.com/in/robynkaminski/ 24:20 - Aliya Khan: https://www.linkedin.com/in/aliya-khan-8245461/ 25:50 - Sam Altman28:05 - Aspen Hospitality: https://aspenhospitality.co/ 33:25 - Thierry Despont44:42 - Mark Boekenheide: https://www.linkedin.com/in/mark-boekenheide-aia-20b6b1a/ 48:13 - Brad Wilson: https://www.linkedin.com/in/bgwilson/ 48:45 - Paul McElroy: https://www.linkedin.com/in/paul-mcelroy-3387954a/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the show this week is an award-winning brand innovator who is responsible for the design and experiences across most of IHGs family of brands. Please welcome to the show A Director of Design Strategies at IHG, Kristen Freeland!

Kristen joins Host Dan Ryan to dive into the nuances of telling stories. Kristen shares the importance of mentorship programs, the best ways to get customer feedback, and the need to cater to different audiences. 

Takeaways: 

Hospitality is all about telling a story. Regardless if you are creating a new story, or breathing life into an old one, the intent is to tell a story and deliver it successfully to your guests. To effectively cater to your audience, first understand their needs by gathering insights, and then develop and test solutions. Ensure your projects are guided by clear, focused briefs that align with your success metrics to avoid losing direction.To better understand customer preferences, engage directly with your target audience to gather valuable insights. Real-life dialogue and firsthand observation are crucial in confirming whether your strategy and design efforts meet customer needs.Seek opportunities where you can work closely with industry leaders and immerse yourself in real-world business environments that aren't taught in college. The hands-on experience gained from these situations will boost your professional courage.Nurturing and maintaining relationships is crucial in hospitality, as they form the foundation of your professional network. Make it a priority to stay connected, meet new people, and keep learning about new things to thrive in the hospitality industry. In the strategy world, continual innovation prevents work from feeling monotonous and keeps things exciting. Embrace the idea that nothing is off the table, as new challenges constantly emerge once solutions are found.

Quote of the Show:

“When your target guests and target audience are telling you, ‘Hey, there's other ways that you could appeal to me.’ It's important that we listen to that and that we evolve with them.” - Kristen Freeland

Links:

LinkedIn: https://www.linkedin.com/in/kristen-freeland-19b4b54b/ Website: https://www.ihg.com/ 

Shout Outs:

21:47 - Hilton: https://www.hilton.com/en/ 29:19 - Larry Traxler: https://www.linkedin.com/in/larrytraxler/ 33:43 - Scott Galloway: https://www.linkedin.com/in/profgalloway/ 37:57 - Crowne Plaza: https://www.ihg.com/crowneplaza/hotels/us/en/reservation 43:47 - Dr. Chloe Carmichael: https://www.drchloe.com/ 46:38 - Karen Gilbride: https://www.linkedin.com/in/karen-gilbride-379b976/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

In this engaging episode, Dan sits down with Eran Chen, renowned architect and the founder of ODA. Chen discusses his journey from starting his own firm in 2007 to becoming an influential figure in urban design, teaching at Columbia and NYU. The conversation dives into the significance of hospitality in architecture and the importance of saying 'yes' to various opportunities. Eranalso explores his innovative concepts like the 'Flying Dormer' and shares insights into his books.. They discuss the importance of understanding zoning laws, balancing creativity with regulations, and envisioning a more sustainable, connected future for urban living.

Takeaways: 

Hospitality has evolved from offering a uniform "home away from home" experience to providing authentic, culturally rich interactions that reflect local customs and traditions. Embracing this cultural authenticity in designs creates unique experiences for visitors.Embrace the journey of unknowns in your professional pursuits, as it can lead to amazing and impactful work. Stay true to your core beliefs and principles despite challenges and assignments, as they refine and strengthen your practice.When running a firm and taking on new clients, it's crucial to ensure mutual respect and collaboration, seeing clients as partners in the creative process. Decline projects where clients do not value this process of discovery, even if they offer the biggest commissions.The key to defining yourself in a noisy world is to genuinely understand what drives you, and then find effective ways to convey that authenticity. Embrace the gaps in your creative journey, as these transitional spaces are where true innovation occurs.Intergenerational collaboration fosters personal growth and enriches project outcomes. By acting as both leader and collaborator, one can guide and provide valuable feedback, mirroring the relationship between a good professor and their students.Don't be discouraged by regulations. Instead, understanding the rules allows you to creatively break them. Mastering the tools at hand is essential for architects, regardless of location.

Quote of the Show:

“As we go along we don't know where we're going and we love that.” - Eran Chen

Links:

LinkedIn: https://www.linkedin.com/in/eran-chen-465b446/ Website: https://oda-architecture.com/ Book Link: https://a.co/d/9W28Zsk Book Link: https://a.co/d/9MIzAL4 

Shout Outs:

6:00 - Perkins Eastman: https://perkinseastman.com/ 29:14 - NYU: https://www.nyu.edu/ 29:16 - Columbia: https://www.columbia.edu/29:49 - Harvard Graduate School of Architecture: https://www.gsd.harvard.edu/architecture/ 44:47 - 15 Renwick: https://oda-architecture.com/projects/15-renwick 56:11 - Bard College: https://www.bard.edu/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the show this week is an industry titan who is shaping the next generation of hospitality professionals. Our guest is none other than Founder of the Radical Innovation hospitality awards, Founder and Chairman of the Hardy Group, John Hardy!

John joins Host Dan Ryan to discuss the importance of innovation and creativity. John reflects on his journey, the challenges, and triumphs of innovative hospitality development, and the future trends shaping the industry. Discover his insights on creating unique, experiential hotels and the importance of continual innovation.

Takeaways: 

Hospitality is about how you treat guests whether they are in your house or hotel. It is about making them feel comfortable, providing for their needs, and surprising them with extras. Innovation in the hotel industry often comes from outsiders rather than industry insiders, encouraging radical thinking. Creativity thrives when intuition guides decision-making, paving the way for unconventional ideas to flourish.Innovation often arises from challenging industry norms and embracing creativity. Embrace unconventional thinking and foster a culture of innovation to drive progress and success in your endeavors.The shift towards experiential accommodations like AutoCamp and Airbnb reflects a growing trend among younger consumers who are less brand loyal. To stay competitive, big brands are adapting to offer unique experiences tailored to this trend.Embrace risk, dedication, and innovative ideas to drive success. The people who will drive the industry forward are those who are willing to put in the time and effort and aren’t afraid to risk failure. In challenging times with fluctuating interest rates, it's an opportunity to elevate deal-making skills and seize smarter opportunities for future success. Success lies in mastering both the risk and reward game throughout fluctuating cycles.

Quote of the Show:

“I never let somebody second guess what I thought was the right thing to do.” - John Hardy

Links:

LinkedIn: https://www.linkedin.com/in/john-hardy-3a677812/ Website: https://www.radicalinnovation.io/ Website: https://www.jhgi.com/ 

Shout Outs:

15:46 - I. M. Pei15:49 - Philip Johnson15:51 - William B Tabler16:03 - Morris Lapidus16:18 - Hilton: https://www.hilton.com/en/ 17:52 - Hyatt Atlanta: https://www.hyatt.com/grand-hyatt/en-US/atlgh-grand-hyatt-atlanta-in-buckhead 18:02 - Trammell Crow 20:24 - Marriott: https://www.marriott.com/default.mi 25:12 - Barry Sternlicht: https://en.wikipedia.org/wiki/Barry_Sternlicht 26:42 - Bill Kimpton31:26 - Westin Hotels: https://westin.marriott.com/32:15 - HD Magazine: https://hospitalitydesign.com/ 32:30 - Mike Mazigian32:31 - Simon Turner32:34 - Jim Woods32:46 - Wing Chow40:34 - UNLV: https://www.unlv.edu/ 40:39 - NYU: https://www.nyu.edu/ 48:48 - Autocamp: https://autocamp.com/49:03 - Airbnb: https://www.airbnb.com/ 54:51 - Steve Higgins54:54 - W Hotels: https://w-hotels.marriott.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Hospitality is about intuition and reading the customer. Are you doing too much, or are you not doing enough for them? The guest on this episode has left an impact on leading luxury lifestyle brands in hospitality, food and beverage, design, and wellness over the course of his 30-year career. Please welcome the Vice President of Food and Beverage Concept and Brand Development at the Four Seasons Hotels and Resorts, Michael Doneff.

Michaell joins Dan Ryan as they discuss the significance of a unique dining experience. Michael shares the power of storytelling in brand development, the importance of company culture, and offers advice for aspiring professionals in the hospitality industry.

Takeaways: 

Customers want to come into an environment where they feel understood, appreciated, and heard. Your job is to create an experience that exceeds their expectations.For early-stage brands, everything boils down to storytelling, and you get to see that story come to life from the name to the logo.If a brand is constructed correctly and thoughtfully, then it's usually meant to last. But it's only as good as its execution.A brand should check off all the boxes, even in the small areas of hospitality. Making sure that their employees are genuine, truly love what they do, and love taking care of their guests.An employee should have intuitive skills to know what the customer needs and if they could be doing more for them, but they should also know what the customer doesn't need and if they’re doing too much.As a brand, you should strive to have your mission statement and values be true throughout every level of your company, and every team member should be living out these things.Don't be afraid to ask questions, push boundaries, and try things, but also don't be afraid to fail at them and find a new way of trying to do things.

Quote of the Show:  

“We’re in a world where you can tell when things are scripted.” - Michael Doneff

Links:

LinkedIn: https://www.linkedin.com/in/michaeldoneff/ Website: https://www.fourseasons.com/ 

Shout Outs:

2:09 - Villa De Leon11:26 - Jean-Pierre Coffe16:28 - Danny Meyer: https://www.linkedin.com/in/dhmeyer/ 19:24 - SBE: https://www.sbe.com/ 19:34 - Canyon Ranch: https://www.canyonranch.com/ 19:29 - Viceroy Hotel Group: https://www.viceroyhotelsandresorts.com/ 20:28 - Michael Douglas20:39 - Susan Magrino Agency: https://www.magrinopr.com/ 21:57 - Jeffrey Bilhuber: https://www.jeffreybilhuberllc.com/ 22:09 - Richard Pandiscio25:08 - Island Outpost: https://www.islandoutpost.com/ 26:59 - W Hotels: https://w-hotels.marriott.com/ 27:09 - Barry Sternlicht: https://www.starwoodpropertytrust.com/team/ 27:10 - Rande Gerber27:21 - Ian Schrager37:55 -José Andrés Group: https://joseandres.com/ 38:42 - World Central Kitchen: https://wck.org/ 44:05 - Arnie Malham: https://www.linkedin.com/in/arniemalham/ 44:08 - Worth Doing Wrong: https://www.worthdoingwrong.com/ 50:11 - Marriott: https://www.marriott.com/ 50:12 - Accor: https://group.accor.com/en 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

For a vision to come to fruition, there must be a level of persistence to make it happen. Here to share his insight is a designer skilled in interior and custom furniture. Please welcome the Owner and Founder of CRÈME, Jun Aizaki.

Host Dan Ryan and guest Jun Aizaki discuss CRÈME’s award winning Gourd project. Jun dives into how he finds inspiration for new projects, shares his early career and what led him to be a successful designer, and reveals advice to future innovators on the mentality needed to be successful.

Takeaways: 

Hospitality revolves around the service you provide for guests, and the problems you solve for them. By providing meaningful solutions, you make someone’s life richer, more interesting, and more practical.Persistence is key when it comes to stating your vision. Having the mentality of not taking no for an answer goes a long way, by forcing yourself to try different directions, you may stumble upon new solutions. When it comes to working towards what you want, you may have to put in extra time and effort. While it may not be time that your getting paid for, if you continue to put in the extra hours, the results will pay offWhen creating a new project, inspiration should come from the uniqueness of the environment around you. Each design should tell a story and be special in order to capture the eyes of others.Creativity can strike at any moment, and having a way to capture it is crucial. Keeping a sketchbook or digital tablet on you at all times allows you to put pen to paper whenever an idea pops into mind. The gourd project was born out of a need to replace single use plastic drinking cups in the hospitality industry. By growing a gourd in a cup shaped mold, you are left with a disposable option that biodegrades safely. Good design comes from the minds of many, rather than a solo visionary. Encouraging communication and empowering your team creates products that draw on the strength of diverse backgrounds.

Quote of the Show:

“If you can dream something up, there's always a way to get there.” - Jun Aizaki

Links:

Instagram: https://www.instagram.com/creme.design/?hl=en LinkedIn: https://www.linkedin.com/in/jun-aizaki-a2820b5/ Website: https://cremedesign.com/ 

Shout Outs:

1:28 - Kimpton Theta: https://www.hoteltheta.com/ 7:06 - The Rockwell Group: https://www.rockwellgroup.com/ 13:04 - David Allen: https://www.amazon.com/stores/David-Allen/author/B001ILIG4C?ref=ap_rdr&isDramIntegrated=true&shoppingPortalEnabled=true17:06 - Kimpton Eventi: https://www.hoteleventi.com/ 24:58 - Laurent Tourondel: https://www.laurent-tourondel.com/ 25:52 - DLJ Capital: https://www.dljrecp.com/ 25:53 - Andy Rifkin31:45 - Bermanfalk: https://www.bermanfalk.com/ 35:37 - Sheraton Kagoshima: https://www.marriott.com/en-us/hotels/kojsi-sheraton-kagoshima/overview/ 40:20 - Morris Lapidus53:19 - Kosciuszko Bridge53:52 - Pulaski Bridge01:03:59 - Margaret McMahon: https://www.watg.com/people/margaret-mcmahon/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

As an advisor, helping guide your clients to the project of their dreams can be challenging yet rewarding. Here to shed light on the advisory process is a Principal and Managing Director at Weitzman, Keith Brenan! 

Keith joins Host Dan Ryan to discuss the nuances of investing in hospitality properties, and some of the many considerations that clients may have. Keith also shares the difference between institutional and mom and pop investors, the best way to mix hospitality and office space, and how to pick the perfect amenities. 

Takeaways: 

While hospitality touches on many different aspects, at its core, it is about welcoming and understanding. Hospitality is about the ability to welcome into a space and exceed their expectations in terms of what they expect from human interaction. Hospitality as an investment class presents some unique challenges. As your tenants are essentially checking in and out on a daily basis, quality amenities alone don’t cut it. To truly make hospitality excel as an investment, the human element must be there.Advisors see two typical types of investors, institutional and mom and pop investors. Institutional investors are typically assessing if they want to get involved with hospitality, while mom and pop investors already have a vision and need help implementing it. Having the right amenities makes a great project. By tying the value of the amenity to the development of the building creates a cohesive experience for guests. Unique amenities serve as a focal point for guests when choosing a place to stay. Many investors are not only considering the current role of a hospitality asset, but how the building may need to transform over the years. As topics like adaptive reuse become more popular, more investors are looking for flexible assets. When mixing hospitality and office space in a single building, hospitality needs to be on the top half, however, elevated lobbies present unique challenges. Consider how guests enter the building, and simplify the path they take to get to the lobby. As an advisor, your main role is to show people all the details and help them make an informed decision. While telling someone no on a project can be disappointing, it’s better than letting someone go down a path towards eventual failure. 

Quote of the Show:

“It's a way of welcoming and it's a way of understanding. It's providing human interaction often in a physical space.” - Keith Brenan

Links:

LinkedIn: https://www.linkedin.com/in/keith-brenan-cre-61222811/ Website: https://www.weitzmanusa.com/ 

Shout Outs:

1:32 - Aggie Zamir: https://www.linkedin.com/in/aggie-zamir-a750982b/ 1:33 - ALIS: https://www.burba.com/ALIS 29:38 - Marriott: https://www.marriott.com/default.mi 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Our guest this week has over 30 years of hospitality experience in international operations, capital markets, and strategic development. Please welcome to the show, CEO and Owner of Olson Kundig, Hemanshu Parwani!

Hemanshu joins Host Dan Ryan to dive into the importance of showing up with intent. Hemanshu shares why designers should chase meaningful work rather than all out growth, the need to take care of those who take care of others, and how mountaineering inspires his work. 

Takeaways: 

Hospitality for many, comes close to being a religion. Built out of a devotion to caring for others, hospitality is about how you make someone feel in a space, and how you build memories with them. When in a space, people are either thinking about what memories this space reminds them of, or how the space will build new memories for them. Building spaces around the formation of memories will leave guests with unforgettable experiences. A guaranteed way to make your guests remember your experiences is by making them feel as if they were one of your group. Allowing your guests to feel like they can be their authentic selves creates satisfaction.The ethos of being an innkeeper is taking care of people. Care extends not just to your guests, but the people who are taking care of your guests. A team that is well cared for will provide even better service to guests. Everything you do should be with intent. Knowing why you are doing something is the foundation to any action. Good design comes from an intimate understanding of why you are designing. While growth is good, it should not be the end all to your pursuits. Chase aspirational, meaningful work in design, and growth will follow. Instead of simply seeking to grow, seek a challenge that forces you to work creatively.Mutual learning is an important aspect of design, and helps you be more intentional about what you do. Keeping an open mind and showing genuine interest in other’s work allows you to learn quickly. 

Quote of the Show:

“Growth is not something that we are chasing. We are chasing aspirational, meaningful work in design.” - Hemanshu Parwani

Links:

LinkedIn: https://www.linkedin.com/in/hemanshuparwani/ Website: https://olsonkundig.com/ 

Shout Outs:

1:22 - ALIS: https://www.burba.com/ALIS 18:20 - Bill Marriott: https://www.linkedin.com/in/jwmarriottjr/ 20:49 - Harvard Business School: https://www.hbs.edu/ 21:56 - Ian Schrager: https://www.instagram.com/ianschrager/ 21:58 - Adrian Zecha39:59 - Bashar Wali: https://www.linkedin.com/in/basharwali/ 48:55 - Barry Sternlicht49:29 - W Hotels: https://w-hotels.marriott.com/ 50:02 - 1 Hotels: https://www.1hotels.com/ 51:18 - HD Expo: https://hdexpo.hospitalitydesign.com/ 52:24 - Populus: https://populusdenver.com/ 53:06 - Sonu Shivdasani: https://www.linkedin.com/in/sonu-shivdasani-obe-a46217/ 54:34 - Bermanfalk: https://www.bermanfalk.com/ 59:07 - Ed Viesturs: https://www.instagram.com/ed_viesturs/?hl=en 1:02:05 - Aggie Zamir: https://www.linkedin.com/in/aggie-zamir-a750982b/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

This week’s guest helps people detox, destress, and discover while surrounded by nature. Through meditation, breathwork, yoga, workshops, and more, he creates an environment of rejuvenation. Joining the show this week is Founder of Onze Retreats, Leon Emmett!

Leon dials in from the Jungle to join Host Dan Ryan on a journey of hospitality and self reflection. Leon shares the importance of motivating others through action, the need to trust the process, and why everyone should spend time outside of their comfort zone. 

Takeaways: 

The deepest feeling of hospitality can be felt when you are in someone’s family home. When someone opens their home to you, they are opening their heart to you and showing warmth and unconditional love. Healing retreats allow people an opportunity for more than just a relaxing day of yoga and meditation. Creating a welcoming space allows for guests to self reflect and realize their own potential for growth. Despite motivational words, many people need to make the decision to change of their own volition. Rather than merely provide motivation, living your values and inspiring others through your own actions can help them take the next step. Hospitality attracts people from all walks of life, and having services to reflect that is important. Having a written list or experience portfolio allows guests to customize their ideal retreat. As life ebbs and flows, it’s important to trust the process. As there are highs and lows, observe what is happening and choose to be in the middle. Making the best of your situation helps keep you grounded. It’s only when you’re out of your comfort zone when you start to experience what’s possible. Through guidance, you can try new experiences and open yourself up to vulnerability, paving the way for improvement. 

Quote of the Show:

“Where do we spend most of our time and how much of our time do we spend on the periphery of our comfort zone?” - Leon Emmett

Links:

Instagram: https://www.instagram.com/onzeretreats/ Instagram: https://www.instagram.com/leon_emmett/ 

Shout Outs:

16:05 - Dan Brulé: https://breathmastery.com/ 18:56 - Wim Hof: https://www.wimhofmethod.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s

Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

If you’ve ever gazed across the New York City skyline, you’ve likely admired the work of this week’s guest. His work has defined modern luxury apartments. Please welcome to the show, Chief Design Officer at Extell, Roy Kim!

Roy sits down with Dan to explore his journey in the world of hospitality, and how Extell is leading the world of development. Roy also shares why service outweighs design, the importance of considering the view in the design process, and how to build a team of experts. 

Takeaways: 

Hospitality has two components, spatial and service. In many cases, the service aspect outweighs design. The way you treat and take care of guests will stay with them longer than the design choices. When choosing amenities for a project, you need to consider two different types. First are common amenities missing from the area, and second are unique amenities that will help draw people to the building. When laying out a building, consider the sequences of spaces that a guest will experience. The flow that a guest takes will combine with the fit and finish to create an overall feeling of a quality space. When designing the layout of a building it’s important to consider the view from each room. Often overlooked in the design process, the view plays a large part in how a resident feels about their apartment. While having consistent room layouts makes operations easier, you may end up with small gaps. Assessing the layouts more individually allows you to maximize your square footageA design team does not need to be large to be successful. To maximize the potency of your team, ensure that each employee is an expert. Additionally, all your decision makers need to actually be making decisions. 

Quote of the Show:

“Without the service there really is no hospitality.” - Roy Kim

Links:

LinkedIn: https://www.linkedin.com/in/roy-kim-894b284/ Website: https://extell.com/ 

Shout Outs:

02:07 - One Manhattan Square: https://onemanhattansquare.com/ 03:45 - Ananda: https://www.anandaspa.com/ 04:32 - Macklemore: https://macklemore.com/ 08:44 - Michael Lindenbaum: https://www.linkedin.com/in/lindenbaummichael/ 09:52 - The Alden at 225 Central Park West09:57 - Roman and Williams: https://www.romanandwilliams.com/ 10:44 - Gary Barnett11:46 - Meyer Davis: https://www.meyerdavis.com/ 11:50 - Gray Davis11:51 - Will Meyer: https://www.linkedin.com/in/will-meyer-7685677/ 14:40 - Park Hyatt NYC: https://www.hyatt.com/en-US/hotel/new-york/park-hyatt-new-york/nycph 14:44 - Hyatt Times Square: https://www.hyatt.com/hyatt-centric/nycts-hyatt-centric-times-square 15:09 - One57: https://one57.com/ 15:38 - La Palestra: https://www.lapalestra.com/index.php 31:20 - Rockwell: https://www.rockwellgroup.com/ 34:07 - The Orion: https://www.theorion42condo.com/ 48:07 - University of British Columbia: https://www.ubc.ca/49:28 - Patricia & John Patkau https://www.patkau.ca/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the podcast this week is the force behind some of IHG’s most dynamic brands. She’s a hospitality veteran who works to create seamless end-to-end guest experiences. Meet Karen Gilbride, Vice President of Avid Hotels, Atwell Suites, and Garner Hotels at IHG. 

Karen joins Host Dan Ryan to explore IHG’s newest brand Garner, and the design philosophy behind it. Additionally, Karen shares the power that mentorship programs can have, the nuances of designing for staff and employees, and how to build a brand. 

Takeaways: 

Hospitality is the feeling you get when you visit someone's house and feel welcomed and cared for. Everyday the hospitality industry works to make you feel like you’re visiting a close friend when you stop by a hotel.While new construction suits a lot of owners, there is a need to provide owners with a conversion pathway as well. By taking existing properties, owners can update old buildings and save on costWhen designing a hotel room, starting with foam core helps you get an initial feel for the size and shape of the room. Once you have that established, consider where the furniture goes, and how the guests will flow through the room. When building a brand you have two customers to think about. First is the guest who may check in on a given night, the second is the owner. If you can’t get an owner to invest in the brand, there won’t be a hotel for a guest to check in to. When picking furniture for a hotel, it’s important to not only consider the guest, but the hotel staff who have to interact with it as well. If a side table looks nice, but is too heavy to move, it quickly becomes an obstacle to clean around. Any guest experience is about attention to details and understanding what your standards are. If you’re only going to do 5 main things, understand what they are, and execute them to perfection.Having a strong foundation of people is crucial for any business, but doubly so in hospitality. Through mentoring programs, new and rising talent can be recognized, and given the resources they need to flourish. 

Quote of the Show:

“I realized that it really is about high attention to detail and standards, being clear about what the standards are, training people against it, and then executing.” - Karen Gilbride

Links:

LinkedIn: https://www.linkedin.com/in/karen-gilbride-379b976/ Website: https://www.ihg.com/garner-hotels/hotels/us/en/reservation Website: https://www.ihg.com/hotels/us/en/reservation 

Shout Outs:

6:37 - Intercontinental Park Lane London: https://parklane.intercontinental.com/ 7:20 - Scott Norwood7:28 - New York Giants: https://www.giants.com/ 9:58 - Candlewood Suites: https://www.ihg.com/candlewood/hotels/us/en/reservation 16:48 - Kimpton Hotels: https://www.kimptonhotels.com/31:59 - Cornell: https://www.cornell.edu/ 36:22 - Crowne Plaza: https://www.ihg.com/crowneplaza/hotels/us/en/reservation 37:22 - Fordham University: https://www.fordham.edu/ 57:00 - Holiday Inn: https://www.holidayinn.com/ 1:01:00 - Statler Hotel: https://statlerhotel.cornell.edu/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the show this week are Co-Founders with a focus on bringing experiential and sustainable accommodations to the outdoors. Please welcome to the show, Co-Founders of Castle Peak Holdings, and Co-Founders of Trailborn, Michael Weiss and Ben Weinberg!

Mike, Ben, and Dan sit down to discuss the story behind Trailborn, and the importance of authenticity. Mike and Ben share the need to stay vertically integrated, the ways to cut through the fog, and how to make your hotels feel like a part of the natural landscape. 

Takeaways: 

The hospitality business is the memory making business. Every experience should be focused on authentically creating memories that guests will take with them for the rest of their lives. Hospitality is about making people feel effortlessly taken care of. Through an understanding of who the guest is, you can prepare for their needs, ensuring a feeling of magic when the guest arrives. When your backdrop is the Rockies or Arches National Parks, your hotels should feel like a part of the landscape. Working with local design firms to imbue the aesthetic of the area into the hotel creates a unique experience for your guests tied to that location. Designing thoughtfully and beautifully revolves around meeting the needs and wants of a guest. While this may not be the strictly most profitable strategy, having rounded amenities creates guests that want to come back. Fog in business is unavoidable. Rather than getting lost, you need to provide clarity. Assess the problem, have the right tools and processes in place, and work towards a concrete solution, even if it takes time. When managing a hotel, instilling trust is the most important thing you can do. Your guests need to trust that you will deliver on what you promised and your team needs to trust that you will maintain your vision. Vertical integration in this market is essential to operation. By owning all operations, it allows you to align the guest experience with what you promise, and it holds you accountable by removing any potential blame of 3rd parties. 

Quote of the Show:

“When we think about design, it's not just the physical design of the space, it's the design of the entire experience.” - Mike“Self awareness and humility is critical to winning in hospitality.” - Ben

Links:

LinkedIn: https://www.linkedin.com/in/mikedweiss/ LinkedIn: https://www.linkedin.com/in/ben-weinberg-29644156/  Company website: https://www.staytrailborn.com/  Instagram: https://www.instagram.com/staytrailborn/  

Shout Outs:

7:34 - Goldman Sachs: https://www.goldmansachs.com/ 9:06 - Estes Park: https://www.visitestespark.com/ 9:09 - Rocky Mountain National Park: https://www.nps.gov/romo/index.htm 12:48 - Theodore Roosevelt13:48 - Ken Burns: https://kenburns.com/ 20:07 - Colorado Cherry Company: https://www.coloradocherrycompany.com/ 20:13 - Spotify: https://open.spotify.com/ 33:23 - Warren Buffett44:13 - Deutsche Bank: https://www.db.com/ 44:37 - ALIS: https://www.burba.com/ALIS 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

This week’s guest specializes in working with local governments to help bring projects to completion. With over 30 years of experience, he knows how to help cities and counties develop crucial assets. Welcome to the show, Chief Development Officer and Head of Design and Construction at Garfield Public/ Private, Steve Galbreath!

Steve joins Host Dan Ryan to discuss the ways a hotel can impact a local community. Steve shares why a hotel serves more than just its guests, the methods to use a hotel to benefit small businesses, and the nuances of working with city governments. 

Takeaways: 

At its core, hospitality is about making spaces for people. However, it doesn’t revolve around just the customer. Hospitality needs to focus on the whole community, the city, and the workers. Before putting in a new hotel, it’s important to have a thorough plan based on market research. If there are other hotels in the area, it’s crucial to understand how your project will intertwine with what is currently in place.  For many counties, a well thought out hotel can be a major tourist attraction. To pull off a project successfully requires an intimate understanding of the town’s needs, and a connection to key players in the hospitality industry. When working with local governments on a project, contract lengths are often longer than a given official holds office. Maintaining a good relationship as positions change hands is crucial to the success of a project. The job of a hotel is not just to house guests, but to prop up other businesses as well. As travelers come in, they will visit bars and restaurants downtown. Planning location accordingly helps weave the hotel into the fabric of the city. A great way to get a hotel's profitability up and running is to start booking businesses at a local convention center as soon as you start breaking ground. By starting early, you ensure the hotel doesn’t sit underutilized for the first few months. An exciting aspect of the hospitality industry is to see staff grow and evolve within the industries. Most brands want to grow their talent and it’s common for a bartender or room manager to become a GM 10 years down the line. 

Quote of the Show:

“We're not in the business of convincing people to do these projects. We're in the business of helping them do it when they've got the resolve to do it.” - Steve Galbreath

Links:

LinkedIn: https://www.linkedin.com/in/stephengalbreath/ Website: https://garfieldpublicprivate.com/ 

Shout Outs:

4:48 - Abilene DoubleTree: https://www.hilton.com/en/hotels/abidtdt-doubletree-abilene-downtown-convention-center/ 4:54 - Weston Irving: https://www.marriott.com/en-us/hotels/daliw-the-westin-irving-convention-center-at-las-colinas/overview/ 4:57 - Hyatt Regency Conroe: https://www.hyatt.com/hyatt-regency/en-US/iahrc-hyatt-regency-conroe 5:00 - Hyatt Regency Baytown: https://www.hyatt.com/hyatt-regency/iahrb-hyatt-regency-baytown-houston 8:10 - RTKL: https://www.callisonrtkl.com/ 8:12 - Sheraton San Juan: https://www.marriott.com/en-us/hotels/sjusi-sheraton-puerto-rico-resort-and-casino/overview/ 8:19 - Jerry Faley8:30 - The Diplomat Fort Lauderdale: https://www.diplomatresort.com/ 9:45 - Carl Long: https://www.linkedin.com/in/carl-long-pmi/ 10:52 - Overton Lubbock: https://www.overtonhotel.com/ 10:55 - Texas Tech University: https://www.ttu.edu/ 17:27 - ExxonMobil: https://www.exxon.com/en 17:28 - Chevron: https://www.chevron.com/sustainability 21:02 - Abilene Convention Center Hotel Corporation28:10 - Perini Ranch: https://www.periniranch.com/ 34:00 - Jefferson City, MO: https://www.jeffersoncitymo.gov/ 34:41 - Robert Hanna: https://www.linkedin.com/in/robert-hanna-536a192/ 53:53 - Toyota Music Factory: https://www.toyotamusicfactory.com/ 1:01:34 - Conrad Hilton1:03:23 - Buddy Holly Hall: https://www.buddyhollyhall.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the show this week is a partner who enjoys helping people disrupt the hospitality space, and who has represented billions of dollars in acquisitions. Please welcome to the show, Partner and Co-Leader of the Hospitality Industry Team at Baker Hostetler, Jeff Diener!

Jeff sits down with Dan Ryan to discuss the role of a partner in the hospitality industry. Jeff shares tips for partners who are looking to emulate his skills in the industry, the importance of spending time with your clients to learn about them, and what the future holds for property investments. 

Takeaways: 

At its core, hospitality is about providing someone with customized service. It involves creating the right combination of satisfaction, comfort, security and enthusiasm for each individual client. Understanding the value of relationships and collaboration in the hospitality industry can lead to more successful outcomes. Embracing a service-oriented mindset is crucial for anyone looking to thrive in the world of hospitality.When negotiating deals for smaller clients, you are typically negotiating on their behalf, whereas with large clients you are negotiating with them. Understanding what a brand cares about and how to get them on board are integral skills. One of the most important things you can do with your client is spend time with them in both formal and informal settings. As you spend time together, you better understand what matters to your clients, and can speed up further aspects of the project. Looking towards the future of deals that are yet to come, many owners are buying properties and wanting to make adjustments. When working with owners, understand the story they are trying to convey, to help them make the necessary changes. Investing in real estate requires a shift in mindset post-COVID, where traditional assets like offices and multifamily properties may not always guarantee returns. Diversifying across asset classes can be key to maximizing returns in the current market.Embrace market turbulence as an opportunity for growth and value creation when looking at properties. Stay informed, stay prepared, and capitalize on deals to thrive in a dynamic environment.

Quote of the Show:

“It's getting more and more involved in their business, and that's where the joy is.” - Jeff Diener

Links:

LinkedIn: https://www.linkedin.com/in/jeff-diener-0132564/ Website: https://www.bakerlaw.com/ 

Shout Outs:

3:38 - Cornell: https://www.cornell.edu/ 10:59 - W Union Square: https://www.marriott.com/en-us/hotels/nycnu-w-new-york-union-square/experiences/ 11:03 - Marriott: https://www.marriott.com/default.mi 13:11 - ULI European Hospitality Council: https://europe.uli.org/ 20:21 - Hilton: https://www.hilton.com/ 26:46 - Ohana Real Estate Investors: https://ohanare.com/ 26:55 - Peter Fischer: https://www.linkedin.com/in/peter-fischer-438ba97/ 30:42 - Chuck Feeney30:47 - Warren Buffett30:50 - Bill Gates30:53 - Duty Free Shopping: www.dfs.com 30:58 - Atlantic Philanthropies: https://www.atlanticphilanthropies.org/ 31:58 - Bob Goldman: https://www.linkedin.com/in/bob-goldman-13986812/ 33:03 - Homewood Ski Resort: https://www.skihomewood.com/ 35:02 - Apple: https://www.apple.com/ 35:23 - Tiffany’s: https://www.tiffany.com/ 40:03 - ALIS: https://www.burba.com/ALIS 46:32 - The Peninsula Hotels: https://www.peninsula.com/en/default 55:32 - Adam Smith1:02:48 - BakerHostetler: https://www.bakerlaw.com 1:03:08 - Christie Pink: https://www.linkedin.com/in/cpink449/ 1:03:10 - Ritz Carlton: https://www.ritzcarlton.com/ 1:04:08 - Horst Schulze: https://www.linkedin.com/in/horstschulze/ 1:07:08 - Keith Brennan

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Our guest this week is a global design and development leader who excels at hospitality. With over 25 years of experience, he helps developers and owners turn their vision into reality. Joining us is Principal at DW Design Strategy, Dan Welborn!

Dan and Host Dan Ryan chat about his journey into the hospitality industry. Dan dives into what it takes to be a good leader, the importance of aligning decisions with business goals, strategies for getting unstuck, and why as a solo practitioner you’re selling yourself everyday.

Takeaways: 

Hospitality is about blending all aspects of design into one. You are combining residential, guest rooms, office space, and convention spaces. In hospitality you get to create a building with one unified experience. While planning is critical for any project's success, it doesn’t happen as often as it should. Before implementing a PIP, take time to review and assess if everything is necessary. Having a tight plan to send to designers results in a better finished product. Knowing your goals from both a personal and business perspective will help you make better decisions. When deciding to pursue a project, attend a conference, or shift directions, aligning those decisions with your goals creates better outcomes. As a sole proprietor, you are selling not only your business, but yourself as well. What matters most to clients is how you make them feel, and every interaction you have with your clients is a reflection of the work you do and who you are. Effective leadership in project management requires setting the tone early and ensuring continuous course corrections. It is crucial to actively engage with clients throughout the project and prioritize being present until the very end for a successful outcome.When faced with a project deadlock, bringing in a fresh perspective and facilitating group discussions can help in finding innovative solutions. Utilizing visual tools like mind mapping can aid in visual problem-solving and spark creativity among team members.The key to successful collaboration is openness and a willingness to explore solutions together, regardless of their size or experience. Embracing constraints and challenges in projects leads to innovative design solutions that wouldn't be possible in ideal scenarios.

Quote of the Show:

“I love a difficult, highly constrained project and problem to solve.” - Dan Welborn

Links:

LinkedIn: https://www.linkedin.com/in/dwelborn/ Website: https://dwdesignstrategy.com/dw-design-strategy 

Shout Outs:

5:32 - Georgia Tech: https://www.gatech.edu/ 7:24 - Gensler: https://www.gensler.com/ 12:35 - Royal Caribbean: https://www.royalcaribbean.com/14:45 - Gettys: https://www.gettys.com/  17:58 - Roger Hill: https://www.linkedin.com/in/rogerghill/ 22:35 - Art Wilde: https://www.linkedin.com/in/artwilde/ 26:42 - Warren Buffett48:22 - New York Times: https://www.nytimes.com/ 52:50 - Thomas Jefferson University: https://www.jefferson.edu/index.html 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Our guest this week is a designer who treats each project as a chance to innovate. He’s worked across the globe on hotel, restaurant, and office projects. Please welcome to the show, Principal and Studio Leader at Rockwell Group, Brad Zuger!

Host Dan Ryan joins Brad at the Rockwell office in New York to discuss some of the recent projects the firm has been involved in. Brad shares the importance of having passion, the best ways to design with curiosity, and why Rockwell has a strong focus on incorporating wellness into the projects they design. 

Takeaways: 

Hospitality is about making meaningful connections and indulging in people's curiosity for life. Craft narratives, prompt curiosity, and create spaces that make people want to connect and return.Consider how personal narratives can inspire unique experiences and meaningful connections within a space. Understanding the client's vision and creating innovative entry points can lead to transformative dining experiences.Design decisions should be made with depth of curiosity, allowing for interpretations that spark conversation and connection with spaces. Embrace layers of discovery in design to create rich and engaging experiences that invite people to return.The key to creativity lies in embracing risks and individuality, while finding purpose in meaningful work. Embrace risks, celebrate individuality, and find purpose in your work to make a meaningful impact.An often overlooked design element is dynamic change. Through a change in layout and lighting, a space can serve multiple purposes and engage with customers in multiple instances throughout the day. Wellness encompasses more than just physical well-being; it also involves mental revitalization and meaningful connections with others, which are crucial for overall wellness and cognitive health as we ageTo improve engagement and attract people to office spaces, consider redefining shared spaces based on common interests. Emphasize creating a sense of community through innovative design elements and versatile spaces that facilitate connections.

Quote of the Show:

“How could we think about this whole restaurant experience in a new way?” - Brad Zuger

Links:

Instagram: https://www.instagram.com/bzuger/ LinkedIn: https://www.linkedin.com/in/brad-zuger-aia-7151321/ Website: https://www.rockwellgroup.com/ 

Shout Outs:

4:21 - USC: https://www.usc.edu/ 4:28 - Howards End5:43 - W Union Square: https://www.marriott.com/en-us/hotels/nycnu-w-new-york-union-square/overview/ 5:45 - Seahorse5:53 - Coqodaq: https://www.coqodaq.com/ 7:54 - Simon Kim: https://www.instagram.com/simonkimnyc/?hl=en 8:16 - COTE: https://www.cotekoreansteakhouse.com/ 21:44 - John McDonald: https://www.linkedin.com/in/john-mcdonald-2b22b8151/ 21:48 - Mercer Street Hospitality: https://www.mercerstreethospitality.com/ 21:50 - Lure Fishbar: https://www.lurefishbar.com/ 35:24 - Philip Johnson36:42 - The Olayan Group: https://olayan.com/ 39:56 - Assouline: www.assouline.com 44:38 - Naftali Group: https://naftaligroup.com/ 44:46 - JEM: https://thejem.com/ 48:53 - Miki Naftali: https://www.linkedin.com/in/mikinaftali/ 55:24 - Greg Keffer: https://www.linkedin.com/in/greg-keffer-aia-leed-04aa101b/ 1:01:13 - David Rockwell

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the show this week is someone who rejects normality in his pursuit to disrupt the hospitality industry, and who uses hospitality as a tool for preservation. Please welcome to the show, Author of the book “More Escapism”, and Director of Bensley Studios, Bill Bensley!

Bill sits down with Host Dan Ryan for an enlightening conversation on the intersection between hospitality and conservation. Bill shares the importance of understanding the natural site you’re building on, the benefit to training a local talent pool, and how his paintings build houses. Bill also shares some of the work the Shinta Mani Foundation has done including building over 150 houses and 1800 water wells, and funding local conservation projects. 

Takeaways: 

Hospitality involves sharing the deep knowledge of a place through architecture and design. A good project should always reflect the culture and the environment in which it is based. While much of hospitality is focused on sharing new experiences, it also needs to be focused on protecting the local environments. Through the revenue generated at a hotel, conservation programs should be put in place. Understanding the idiosyncrasies of natural sites is key to successful projects. Embracing and respecting Mother Nature's beauty is crucial in landscape and architectural design.Budget is a key component of any project, and when clients come in with big dreams, balancing those two desires can be tricky. To alleviate this, strong communication allows you to educate clients on what can realistically be achievedThe best way to learn about a site is to physically  spend time there before you start designing. By sketching on site, you get new perspectives and up close details that may not be accounted for on a first pass render. If you are building a hotel in an area with a limited talent pool, training local citizens is a strong strategy. This approach both develops a local workforce for the hotel, and offers local communities the chance to learn new skills and find employment. 

Quote of the Show:

“Even though I'm a pretty darn good architect, no matter what I put on that site, it's never gonna be as good as what Mother Nature has already given us.” - Bill Bensley

Links:

Instagram: https://www.instagram.com/billbensley/?hl=en LinkedIn: https://www.linkedin.com/in/bill-bensley-336984b3/ Website: https://www.bensley.com/ Website: https://shintamanifoundation.org/ Book Link: https://thamesandhudson.com/more-escapism-hotels-resorts-and-gardens-around-the-world-by-bill-bensley-9780500024683 

Shout Outs:

04:20 - Shinta Mani Wild: https://shintamani.com/wild/ 07:50 - Cal Poly Pomona: https://www.cpp.edu/ 08:05 - Intercontinental Danang: https://www.danang.intercontinental.com/ 08:06 - JW Marriott Phu Quoc: https://www.marriott.com/en-us/hotels/pqcjw-jw-marriott-phu-quoc-emerald-bay-resort-and-spa/overview/ 08:08 - Rosewood Luang Prabang: https://www.rosewoodhotels.com/en/luang-prabang 15:57 - Capella Ubud: https://capellahotels.com/en/capella-ubud 18:31 - Coleman: https://www.coleman.com/ 23:29 - Shinta Mani Mustang: https://shintamani.com/mustang/ 23:58 - Conde Nast: https://www.condenast.com/ 25:27 - Hôtel de la Paix26:40 - Park Hyatt Siem Reap: https://www.hyatt.com/en-US/hotel/cambodia/park-hyatt-siem-reap/repph 28:58 - MOCA Bangkok: https://mocabangkok.com/about-us/ 31:58 - Shinta Mani Foundation: https://shintamanifoundation.org/ 37:32 - Baker Furniture: https://www.bakerfurniture.com/ 38:04 - Restoration Hardware: https://rh.com/us/en/ 38:18 - Jim Thompson: https://www.jimthompson.com/en 38:39 - High Point Market: https://www.highpointmarket.org/ 44:36 - Jim Thompson House: https://jimthompsonhouse.org/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the show this week is a talented multi-disciplinary designer with over 25 years managing a variety of projects. As a designer, she’s led teams through the full life of a project. Our guest this week is none other than the Managing Director at AvroKO’s Miami Studio, Kimberly Jackson!

In a candid conversation with Host Dan Ryan, Kimberly shares her insights about her journey in the field of design and hospitality. She sheds light on her practice of incorporating "hospitable thinking" into all of the spaces she designs, highlighting the aspects of security, surprise, significance, and synergy, and emphasizes the role of diversity in the industry.

Takeaways: 

Hospitality extends beyond mere spaces like hotels and restaurants, and is fundamentally a mindset. It revolves around how we interact with everyone around us, including friends, family, colleagues, bosses, and employees. The concept of hospitable thinking revolves around four key elements: security, surprise, significance, and synergy. It is important to create spaces that make guests feel comfortable, delighted, and important.Pushing boundaries and surprising both guests and the ownership team is a key aspect of innovative projects. Incorporating unexpected elements and layering them into the design process will drive innovation and shape future designs.Collaboration between the interior design team and the brand bureau is crucial in creating a cohesive narrative and strategy for each design. By combining their expertise, they can develop a unified vision that incorporates both spatial and branding elements.When crafting a spatial-heavy brand, it is important to set up a cohesive brand identity across all spaces. If a brand focuses on individuality, it is advisable to create unique and hospitable spaces that complement the brand without overshadowing it.The Hospitality Diversity Action Council (HDAC) was formed to create a more diverse hospitality industry at all levels. By embracing diversity, the industry can craft more hospitable spaces where everyone feels comfortable.Ensuring security in a space involves more than just the physical layout, such as not placing people in high-traffic areas. It also means creating an environment where all the elements work together seamlessly, providing comfort for everyone involved.

Quote of the Show:

“What is it about this project that is going to push the boundary a little bit? That's going to surprise the guest?” - Kimberly Jackson

Links:

LinkedIn: https://www.linkedin.com/in/kimberly-jackson-aia-noma-11215a8a/ Website: https://www.avroko.com/ Instagram: https://www.instagram.com/avroko/?hl=en 

Shout Outs:

15:50 - Brand Bureau: https://www.brandbureau.com/ 21:32 - Danny Meyer: https://www.linkedin.com/in/dhmeyer/ 27:56 - Hospitality Diversity Action Council: http://www.wearehdac.org/ 28:35 - Stacy Shoemaker Rauen: https://www.linkedin.com/in/stacy-shoemaker-rauen-766b253/ 29:34 - HD Expo: https://hdexpo.hospitalitydesign.com/ 29:35 - BDNY: https://bdny.com/ 37:06 - Saxon and Parole38:02 - Madame Geneva38:05 - Ghost Donkey: https://www.ghostdonkey.com/ 39:20 - MIT: https://www.mit.edu/ 42:18 - William Harris: https://www.linkedin.com/in/william-harris-901b1b139/ 42:19 - Kristina O'Neal: https://www.linkedin.com/in/kristinao1/ 42:19 - Adam Farmerie: https://www.linkedin.com/in/adam-farmerie-a6a7b5a1/ 42:20 - Greg Bradshaw46:57 - Mike McCall54:05 - Tory Schenkkan: https://www.linkedin.com/in/tory-schenkkan-82b39812/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

On this episode of Defining Hospitality we’re shining a spotlight on the work of a previous guest and fellow hospitality podcaster. Josiah Mackenzie is the publisher of Hotel Operations, and the host and writer of the Hospitality Daily podcast and blog. We’re excited to share a recent episode from his podcast where he interviewed Chip Conley, Founder and CEO at Modern Elder Academy.

Takeaway: 

In an environment like AirBNB where there is a lack of real time feedback, exit surveys for guests are important. By collecting this feedback, Chip was able to help hosts improve their offerings to guests. 

Links:

Hospitality Daily Podcast: https://podcast.hospitalitydaily.com/ Original Episode: https://podcast.hospitalitydaily.com/chip-conley-airbnb/ Twitter: https://twitter.com/ChipConley LinkedIn: https://www.linkedin.com/in/chipconleysf/ Website: https://chipconley.com/ Book Link: https://chipconley.com/my-books/ 

Shout Outs:

04:21 - Brian Chesky: https://www.linkedin.com/in/brianchesky/ 09:05 - PEAK: https://a.co/d/0Bw4n9N 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Our guest this week is a designer for whom discovery is at the heart of what she does. Her design skills have been featured on HGTV as the co-host of Aloha Homes, and her firm has won multiple awards, including two gold key awards. Joining the show is President and Creative Director of The Vanguard Theory, Michelle Jaime!

Michelle joins host Dan Ryan to discuss Hawaii's unique culture in terms of hospitality. Michelle also shares her experiences as an entrepreneur, and dives into the need for authentic representation of Hawaiian culture in design.

Takeaways: 

Hospitality in Hawaii is ingrained in the culture, where locals often adopt and warmly embrace visitors, sharing their traditions, food, and experiences. Genuine care and immersing guests are authentic aspects of life, both on a personal and industry level.Hawaiian firms often design Hawaiian projects, but rarely design mainland projects, hindering their recognition and opportunities outside of Hawaii. This disparity may be attributed to misconceptions about distance and cultural specificity.To gain recognition and attract profitable opportunities, it is important for small businesses to showcase their achievements. Building successful partnerships and establishing a strong reputation can lead to further growth beyond the local market.When working with clients, it's important to build strong relationships and understand their goals, budgets, and timelines. By designing around constraints and considering logistics, you create high-quality projects that meet expectations regardless of location.It is crucial for non-local design firms working on projects in Hawaii to be sensitive to the local culture and avoid appropriation. Engaging with local fabricators, artists, and designers is essential to ensure an authentic representation of the community.Being cautious about scaling and expanding too quickly is crucial, especially in areas where external factors can significantly impact businesses and lead to layoffs. Prioritizing sustainable growth can help prevent potential negative consequences.Many people face the challenge of lacking business guidance and mentorship, relying on failure to learn and overcome obstacles. Despite the absence of a mentor, the experience of navigating failures can drive personal growth and resilience.

Quote of the Show:

“If we don't engage the community, that's not really authentic.” - Michelle Jaime

Links:

LinkedIn: https://www.linkedin.com/in/michelle-jaime-487a5b4/ Website: https://www.thevanguardtheory.com/ 

Shout Outs:

1:05 - The Laylow: https://www.marriott.com/en-us/hotels/hnlak-the-laylow-autograph-collection/overview/ 4:26 - Philpotts Interiors: https://www.philpotts.net/ 4:28 - Jonathan Staub: https://www.linkedin.com/in/jonathan-staub-a8486914/?originalSubdomain=no 4:30 - Marion Philpotts-Miller: https://www.linkedin.com/in/marion-philpotts-miller-74127111/ 5:21 - Kelsey Grammer5:44 - Fraiser6:35 - Hirsch-Bedner: https://www.hba.com/ 7:37 - HGTV: https://www.hgtv.com/ 7:40 - David Jaime: https://www.linkedin.com/in/david-jaime-430a1480/ 9:13 - Shaleah Soliven: https://www.linkedin.com/in/shaleah-soliven-03191726/ 12:07 - Rockywold Deephaven: https://www.rdcsquam.com/ 18:12 - Gensler: https://www.gensler.com/ 19:37 - Independent Lodging Congress: https://ilcongress.com/ 19:38 - BDNY: https://bdny.com/ 19:40 - Hospitality Design: https://hospitalitydesign.com/ 19:48 - Gold Key Awards: https://goldkeyawards.com/ 20:29 - The Surfjack Hotel: https://surfjack.com/ 21:14 - Green Oak21:19 - Ben Rafter: https://www.linkedin.com/in/ben-rafter-623a702/ 21:26 - Erik Warner: https://www.linkedin.com/in/erik-warner-3139175/ 21:27 - Stephen Chen22:52 - Billy Madison22:56 - Adam Sandler28:08 - White Sands Hawaii: https://www.whitesandshotel.com/ 28:11 - Hotel Renew: https://hotelrenew.com/ 35:02 - Westin Maui: https://www.marriott.com/en-us/hotels/hnmwi-the-westin-maui-resort-and-spa-kaanapali/overview/ 35:32 - JMI Realty: https://www.jmirealty.com/ 38:06 - Small Giants: https://a.co/d/io2lBqt 39:57 - Coach Mackey42:02 - Susan Cain: https://susancain.net/ 42:04 - Quiet: https://a.co/d/38TjZQO 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Our guest this week is a designer who believes that the best results come from challenging the norm. With over 20 years in the industry, he knows what makes and breaks a project. Joining the show is Chief Brand and Design Officer at Design Environments, Ben Nicholas!

Ben sits down with Host Dan Ryan for a conversation on the importance of building human connections in all elements of the industry. Ben shares how his route as a paperboy inspired his love for hospitality, his philosophy of creating designs that foster genuine and effortless hospitality experiences, and the importance of challenging the norm.

Takeaways: 

Hospitality is about creating connections and ensuring that people feel a sense of belonging and being part of something. It extends beyond physical spaces like hotels and can be experienced in restaurants, bars, and everyday life.Being open to unexpected opportunities and taking leaps of faith can lead to amazing experiences and personal growth. Embracing naivety and excitement allows us to create unique and memorable journeys in life.Maintaining meaningful connections and cherishing the time spent together are valuable lessons. Prioritizing relationships and seizing opportunities can lead to personal and professional growth.Working on projects globally brings challenges that require adaptability and quick learning, such as understanding different markets' expectations and keeping teams motivated to deliver great design.The future is full of exciting opportunities and possibilities, especially when it comes to establishing and growing a service design team. Embracing the potential and putting in the necessary work can lead to exciting outcomes and personal fulfillment.The most cherished memories from working on projects are not about the physical outcomes, but rather the people and experiences that were shared. These memories serve as a reminder of the joy and bonds formed during the collaborative process.In design and project planning, having a well-defined process and being open to exploration are crucial. Renovation presents greater challenges than new builds, requiring creativity to enhance the space within constraints.

Quote of the Show:

 “I like the term tour guide. I don't like the word boss.” - Ben Nicholas

Links:

Instagram: https://www.instagram.com/ben_tcbn/ LinkedIn: https://www.linkedin.com/in/ben-nicholas-id/ Website: https://www.designenvironments.com/ 

Shout Outs:

04:10 - Iowa State:https://www.iastate.edu/ 04:41 - The Gettys Group Companies: https://www.gettys.com/ 05:32 - Agatha Christie05:35 - Thomas Mann11:54 - Ali Bacon: https://www.linkedin.com/in/alibacon/ 31:07 - Katy Daly: https://www.linkedin.com/in/katy-daly-0bb40579/ 31:29 - Elvis38:48 - Mongoose: https://www.mongoose.com/ 38:51 - Huffy: https://www.huffy.com/ 38:57 - Stranger Things: https://www.netflix.com/title/80057281 39:41 - Magnum PI39:48 - Golden Girls41:29 - Bea Arthur45:36 - Oreos: https://www.oreo.com/ 48:24 - Madonna48:25 - Dick Tracy48:53 - Warren Beatty49:14 - Regent Beverly Wilshire: https://www.fourseasons.com/beverlywilshire/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Welcome to 2024! As we embark on a new year, our resolution is to shift our attention to the remarkable sustainability initiatives happening within the hospitality industry. In the current climate, sustainability has become increasingly crucial, benefiting not only the planet but also businesses themselves.

To kick-start this focus, we’re bringing you a compilation of past episodes centered around sustainability and adaptive reuse. In this compilation, we feature conversations with past guests who are true experts in the field of sustainability and at transforming old buildings into vibrant, renewed spaces. Join us as we explore innovative solutions and inspiring stories in our quest for a more sustainable future.

In this episode you’ll hear from Founder and CEO of MindClick: JoAnna Abrams, Partner at Dutch East Design: Dieter Cartwright, President at Becker + Becker Associates: Bruce Becker, and Chief Development Officer at NuovoRE: Heather Ciszczon.

Takeaways:

The importance of measuring and recognizing the impact of sustainability is increasing in the marketplace. Financial institutions are leading the way by committing to carbon neutrality in lending and embracing measurement practices for a sustainable future.Making the decision to disconnect from fossil fuels and prioritize sustainable qualifications, such as Passive House and Net Zero, are crucial steps towards achieving a high level of performance and sustainability in building projects.Despite brands making pledges to reduce fossil fuel emissions, emissions in full-service hotels have been increasing. This disconnect between intentions and actions calls for more integrated efforts in the hospitality industry to achieve sustainable practices.Historic tax credits play a vital role in preserving and adapting old buildings for revitalization, but navigating the requirements and preferences of review programs can be challenging.

Links:

Connect with JoAnna

LinkedIn: https://www.linkedin.com/in/joannaabrams/ Website: https://mindclick.com 

Connect with Dieter

LinkedIn: https://www.linkedin.com/in/dieter-cartwright-assoc-aia-ba859318/ Website: https://www.dutcheastdesign.com/ 

Connect with Bruce

LinkedIn: https://www.linkedin.com/in/bruce-redman-becker-383b34152/ Website: https://www.beckerandbecker.com/ 

Connect with Heather

LinkedIn: https://www.linkedin.com/in/heatherciszczon/ Website: https://nuovore.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the show this week is someone who believes that hotels are more than just a place to sleep and eat. Please welcome to the show, Global Chief Design, Technical Services & Innovation Officer for Premium, Midscale & Economy brands at Accor, Damien Perrot!

In this vibrant conversation between Dan Ryan and Damien, the duo delve into the world of hospitality, hotel industry and its transformations. Damien shares his insights on everything from creating unique hotel experiences to the future of the industry. 

Takeaways: 

Hospitality is about connecting with people and leaving a lasting impression. It's the art of welcoming strangers who could become friends, even if you will only know them for a short time.The importance of creating memorable experiences in the hospitality industry cannot be understated. It's not just about food and beverage, but also about the ambiance and overall experience that sets a property apart and creates a destination.Creating a meaningful guest experience in a hotel involves immersing oneself in the local culture and surroundings, ensuring both guests and locals can truly live the experience they desire. This approach also proves to be profitable for hotel owners.Innovation in the hospitality industry extends beyond the confines of a hotel, encompassing the entire travel experience. By addressing pain points and enhancing guest satisfaction, hotels can create a positive and memorable stay for travelers.Hotels face the challenge of managing travelers' luggage, which often requires dedicated staff and even the use of meeting rooms. By allowing travelers to conveniently check their luggage at the hotel, the process is more efficient and hassle-free.Design in hotels goes beyond aesthetics, playing a vital role in guest experience. From achieving sustainability goals to driving profitability, investing in efficient and innovative solutions now is crucial for future success in a rapidly changing world.In the ever-changing world, being a part of shaping the future and challenging norms is exciting. Hospitality industry, like hotels, can play a vital role in evolving cities and ensuring a high quality of life amidst increasing urban density.

Quote of the Show:

“Hospitality is about welcoming people who are not yet your friends, but could become your friends.” - Damien Perrot

Links:

Instagram: https://www.instagram.com/accor_design/ LinkedIn: https://www.linkedin.com/in/damien-perrot-42b6252/ Website: https://group.accor.com/en 

Shout Outs:

01:43 - The New Museum: https://www.newmuseum.org/01:46 - Radical Innovation: https://www.radicalinnovation.io/ 01:58 - Marriott: https://www.marriott.com/default.mi 01:59 - Hilton: https://www.hilton.com/en/ 02:00 - IHG: https://www.ihg.com/ 05:08 - Mama Shelter: https://mamashelter.com/ 06:37 - Philippe Starck: https://www.starck.com/ 10:16 - Faena Miami: https://www.faena.com/miami-beach 10:38 - Fairmont Royal York: https://thefairmontroyalyork.com/ 14:40 - Alexis Henri C M Clerel Tocqueville17:56 - Ibis: https://ibis.accor.com/northamerica/index.en.shtml 37:28 - Wyndham: https://www.wyndhamhotels.com/ 37:42 - Novotel: https://novotel.accor.com/a/en/usa.html 40:26 - Chamonix: https://en.chamonix.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Our guest this week has a passion for creating restaurants that redefine the dining experience. With the innate ability to take a concept and turn it into reality, she drives innovation in the industry. Welcome to the show, Senior Director of Design & Concept Development at Union Square Events, Jessica Gidari!

Dan Ryan hosts Jessica to delve into her approach to creating unique restaurant experiences and her understanding of true hospitality. Jessica shares the importance of collecting the dots, discusses her experiences with Union Square Hospitality, and explores the power of hospitality in all aspects of life and business.

Takeaways: 

Hospitality is the act of doing something for someone rather than just doing it to them. While it may be customary to offer complimentary drinks, a customer may not want them, thus putting the customer in an awkward situation. Active listening and making connections are key elements in collecting valuable information. Utilizing these skills allows for effective networking and the facilitation of beneficial collaborations.Making meaningful connections with others can unlock the magic of building strong relationships, fostering teamwork, and enhancing personal growth. These connections create moments of excitement and shared understanding that can have a lasting impact.A cohesive combination of design, atmosphere, and narrative in a space can create a powerful and memorable experience. Ensuring all elements align and speak the same language enhances the overall impact and leaves a lasting impression on visitors.Prompt problem-solving is crucial in the hospitality industry, ensuring a seamless experience for guests even in challenging situations. By swiftly addressing issues and offering suitable alternatives, restaurants can uphold customer satisfaction.Hospitality should start by warmly welcoming guests and understanding their purpose for visiting. By paying attention to their cues and preferences, you can offer appropriate suggestions to enhance their experience.Hospitality is crucial in corporate environments, as it creates a sense of belonging and pride for employees while enhancing their overall experience. Incorporating innovative food and beverage concepts helps foster a positive and engaging work environment.

Quote of the Show:

 “Hospitality is when you do something for someone rather than to someone.” - Jessica Gidari

Links:

LinkedIn: https://www.linkedin.com/in/jessica-gidari-65906120/ Website: https://www.unionsquareevents.com/consulting/ Website: https://www.jgidari.com/ 

Shout Outs:

00:43 - Danny Meyer: https://www.linkedin.com/in/dhmeyer/ 07:32 - Shake Shack: https://shakeshack.com/#/ 07:33 - Union Square Cafe: https://www.unionsquarecafe.com/ 07:36 - Blue Smoke: https://www.bluesmoke.com/ 07:42 - Gramercy Tavern: https://www.gramercytavern.com/ 16:58 - JP Morgan Chase: https://www.jpmorganchase.com/ 17:24 - Foster and Partners: https://www.fosterandpartners.com/ 38:23 - Hospitality Quotient:https://hq.ushg.com/ 44:06 - Arizona State University: https://www.asu.edu/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Our guest this week is a talented designer with over 20 years of experience. She’s a leader who helps transform spaces into experiences that are truly part of their local communities. Joining the show is Chief Development Officer at NuovoRE, Heather Ciszczon!

Heather joins host, Dan Ryan, for a comprehensive discussion on her journey from design to development. Heather discusses the intricacies of her work, including exceptional renovation projects like the 21C Museum Hotel in St. Louis. Additionally, Heather touches on the challenges of historic tax credit works and the responsibility of the hospitality industry in making outsized impact on the lives of people through innovation and engagement.

Takeaways: 

Hospitality is about meeting someone where they are at and where they’re most comfortable. While luxury experiences are nice, your customers may want something more relaxed. As a designer, when working on any project, you need to fully understand what the owner wants. Understanding those goals allows you to more effectively meet them, and deliver a satisfactory end product. When you are the owner of a project, you need to help give your team agency to work effectively. Helping them understand the why behind your motivations will allow them to carry out your vision to its fullest. While any project requires a good team, renovations have particular nuances that members need to handle. Having team members who are familiar with historic buildings and tax credit work are crucial understandings in addition to their design skills. When renovating old buildings, there is a fine line between preservation and adaptation. Adjustments to a building to make it function more efficiently as a hotel may face pushback from preservation societies; designers need to be sensitive to these needs. When trying to ingrain a property in the local community, partnerships are key. By partnering with local groups and providers, you help meet everyone's needs, have stronger procurement processes, and invest in the local community. The foundation of a good team is trust. Rather than waiting for something to go wrong, establish trust early on. With a strong connection between your team, issues that arise will be much easier to handle. 

Quote of the Show:

“That's not my skill set is to make something of a blank piece of paper. But if you give me a bunch of puzzle pieces, I will find a way to solve them.” - Heather Ciszczon

Links:

LinkedIn: https://www.linkedin.com/in/heatherciszczon/ Website: https://nuovore.com/ 

Shout Outs:

03:38 - McDonalds04:19 - Two Roads Hospitality04:59 - The El Capitan Hotel: https://elcapitanhotelmerced.com/ 05:49 - 21C Museum Hotel St Louis: https://www.21cmuseumhotels.com/stlouis/09:04 - The Hermosa Inn: https://www.hermosainn.com/ 09:08 - Lon Megargee11:08 - Liam Neeson12:52 - YMCA: https://www.ymca.org/ 28:34 - New Waterloo: https://newwaterloo.com/ 42:23 - Lor Tush: https://lortush.com/ 46:13 - ASU: https://www.asu.edu/ 48:40 - Fidelity Hotel Cleveland 50:17 - Hotel Marcel: https://www.hotelmarcel.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Today's guest leads the charge of finding new ways to build and design sustainably. He’s responsible for the first zero emissions and passive house certified hotel in the United States. Our guest this week is none other than President at Becker + Becker Associates, Bruce Becker!

Bruce joins Dan Ryan from the Hotel Marcel in New Haven, Connecticut, for a conversation on how he is trailblazing the world of sustainable hotels. Bruce shares his motivations for the hotel, how other brands need to better incentivize sustainable building practices, and how he took on his first hotel project. 

Takeaways: 

Hospitality is about caring for both people and their environments. You can’t be generous with hospitality while polluting the planet. Hospitality means preserving the future while innovating in the present. Beyond the good for the planet, sustainable initiatives can save a hotel on budget. A lower energy bill can save you as much money as having an extra 20 rooms. For the Hotel Marcell, their initiatives add up to about $300,000 a year to their bottom line. Despite the operating benefits of more environmentally friendly options, many brands still have issues implementing them, as no one directly owns these initiatives. To solve this, brands need to appoint individuals to choose more sustainable options. When hotel designers are over budget, their first intention is to start cutting back on costs from different sections. Environmental tax credits and grants are a potent way to adopt new technology while making budgets more efficient.When designing a hotel, it’s important to consider how each of the different functions interplay with each other. When you have over 100 rooms, you also need meeting rooms, lounge space, and open space. When looking to add solar to a hotel, building roof space can be a limiting factor. Covering parking spaces with solar panels offers a unique way to take advantage of existing space. A 4 story hotel has enough parking space to be 100% net zero.While there are incentives for individual designers to adopt sustainable practices, there needs to be more pressure from brands. Much like a hotel can’t open until passing a safety inspection, brands should require a certain level of sustainability before opening. 

Quote of the Show:

“You have to have a holistic approach to taking care of people and their things and their environment and their planet.” - Bruce Becker

Links:

LinkedIn: https://www.linkedin.com/in/bruce-redman-becker-383b34152/ Website: https://www.beckerandbecker.com/ Hotel Marcel: https://www.hotelmarcel.com/ 

Shout Outs:

01:15 - Larry Traxler: https://www.linkedin.com/in/larrytraxler/ 01:16 - Hilton: https://www.hilton.com/en/ 13:14 - Hyatt: https://www.hyatt.com/ 13:17 - Marriott: https://www.marriott.com/ 13:19 - Accor: https://all.accor.com/usa/index.en.shtml 13:23 - IHG: https://www.ihgplc.com/en 19:21 - Megan Gill: https://www.linkedin.com/in/megan-gill-0a2636112/ 19:28 - BLDG: https://www.bldg-newhaven.com/ 21:27 - Nuveen: https://www.nuveen.com/en-us 30:30 - Dutch East Design: https://www.dutcheastdesign.com/ 30:50 - Consigli Construction: https://www.consigli.com/ 32:54 - Marcel Breuer33:01 - Bauhaus33:05 - Harvard: https://www.harvard.edu/ 33:27 - Paul Goldberger: https://www.paulgoldberger.com/ 33:31 - AIA: https://www.aia.org/ 34:02 - Richard Lee: https://en.wikipedia.org/wiki/Richard_C._Lee 37:34 - Cornell Hotel School: https://sha.cornell.edu/ 38:16 - Yale: https://www.yale.edu/ 45:15 - IKEA: https://www.ikea.com/us/en/ 47:39 - Elon Musk47:41 - Tesla: https://www.tesla.com/ 01:01:05 - Mitsubishi: https://www.mitsubishi.com/en/ 01:16:56 - Charlestowne Hotels: https://www.charlestownehotels.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

In this special episode of Defining Hospitality, we’re live from BDNY 2023! Dan chats with some expo attendees, organizers, and Gold Key winners to see what excites them most about BDNY. We’ll discuss why guests have come from as far as Hawaii, what is exciting them about the future, and how to incorporate hospitality into expos.

Links:

Shaleah Soliven

LinkedIn: https://www.linkedin.com/in/shaleah-soliven-03191726/ Website: https://www.thevanguardtheory.com/ Website: https://www.shaleahsoliven.com/ 

Michelle Jaime

LinkedIn: https://www.linkedin.com/in/michelle-jaime-487a5b4/ Website: https://www.thevanguardtheory.com/ 

Julie Frank

LinkedIn: https://www.linkedin.com/in/juliecfrank/ Website: https://aspen.com/ 

Drew Stuart

LinkedIn: https://www.linkedin.com/in/drew-stuart-22bb286/ Website: https://inc.nyc/ 

Paul Bienkowski

LinkedIn: https://www.linkedin.com/in/paul-bienkowski-0428b57/ Website: https://hospitalitydesign.com/ 

Shout Outs:
02:49 - Gensler: https://www.gensler.com/ 
02:53 - Shore Hotel: https://www.shorehotel.com/ 
06:10 - Rockefeller Center: https://www.rockefellercenter.com/ 

Ways to Tune In: 
Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Joining the show this week is an experienced executive who has a history of driving brands to success. Please welcome to the show, Head of Development for Ashford Inc and CEO at Premier, a subsidiary of Ashford, Hector Sanchez!

Hector sits down with Host Dan Ryan to share the lessons he has learned from his time in the hospitality industry. Hector dives into the importance of owning mistakes when they happen, the challenges of aligning on budget, and how to build teams that play to their members’ strengths. 

Takeaways: 

Hospitality is the act of serving people and creating unique experiences that they can share with others. It plays a crucial role in creating memorable moments and fostering connections between individuals.Taking responsibility and providing a solution is crucial in resolving issues effectively, as it demonstrates accountability and ownership, unlike finger-pointing and avoiding responsibility.Ownership groups in the hotel industry typically do not bring various functions, such as project management, in-house. While some may handle design and project management internally, they often rely on external firms for expertise and assistance.As a newcomer to the hospitality industry, it’s important to take note of the small details around you. Observing how other projects came to fruition and noting their nuances will help you ramp up your design knowledge.While having a holistic understanding of your industry is beneficial, it doesn’t mean you need to be an expert in every discipline. Play to your strengths and build a team whose members fill in each other’s gaps. The disconnect between budget and creativity in the hospitality industry can be a large challenge. Being mindful of budget constraints while fostering creativity is crucial for successful project execution.

Quote of the Show:

“To me, it's just about how you react to those issues? Do you just hide from them? Do you ignore the calls or do you rise up?” - Hector Sanchez

Links:

Instagram: https://www.instagram.com/premier_design_to_completion LinkedIn: https://www.linkedin.com/in/hector-a-sanchez-65799b7/ Website: https://www.premierpm.com/ Website: https://www.ashfordinc.com/ 

Shout Outs:

01:16 - Chris Green: https://www.linkedin.com/in/wchrisgreen/ 01:23 - Chesapeake Hospitality01:25 - Remington Hotels: https://www.remingtonhospitality.com/ 09:31 - Bermanfalk: https://www.bermanfalk.com/ 11:38 - PEMEX: https://www.pemex.com/en/Paginas/default.aspx 12:18 - National Oilwell Varco: https://www.nov.com/ 12:30 - Schlumberger: https://www.slb.com/ 12:31 - Halliburton: https://www.halliburton.com/ 19:13 - Carla Niemann: https://www.linkedin.com/in/carla-niemann-rid-iida-81314a5/ 19:19 - Johannes Michalsky: https://www.linkedin.com/in/johannes-michalsky-80166b77/19:27 - Mike Funk: https://www.linkedin.com/in/funkmike/ 27:36 - Patrick Burke: https://www.linkedin.com/in/patrick-burke-aia-ncarb-3125748b/ 27:51 - Rex Tullius33:20 - Mr C’s Beverly Hills33:22 - Hilton: https://www.hilton.com/en/ 33:27 - La Concha: https://www.laconcharesort.com/ 33:30 - Autograph Collection: https://autograph-hotels.marriott.com/ 33:32 - Le Pavillon Hotel: https://www.lepavillon.com/ 34:35 - Courtyard: https://courtyard.marriott.com/ 34:37 - Ritz-Carlton: https://www.ritzcarlton.com/ 35:41 - Barbara Carlson39:15 - Renaissance Nashville47:49 - University of Houston: https://www.uh.edu/ 47:52 - Texas Rangers: https://www.mlb.com/rangers 47:56 - Houston Astros: https://www.mlb.com/astros 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

Filling a hotel with furniture is about more than just picking the right chair, it’s about working with your client to get the right product set up the right way for them. Our guest this week is a well rounded hospitality professional and expert in all things FF&E. Joining the show is COO - FF&E Division & Partner at The Parker Company, Mitch Parker!

Mitch sits down with Host Dan Ryan to dive into all things procurement. Mitch outlines the importance of planning for proper time, the intricacies that go into furnishing a hotel, and the need for designers to design for the requirements of the hotel.

Takeaways: 

Hospitality is all about service. In a hotel, it’s providing a place for others to feel comfortable. In procurement, it’s about providing efficient service that helps your client complete their project on time and under budget. With every item, there is often an unseen level of customization behind the scenes. Multiple locations may use the same chair, but the color, texture, and finish can vary. Managing these changes is a behind the scenes responsibility of procurement. Design never happens in a vacuum, but is shaped by the bounds of what you are designing for. When designing furniture for hotels, an aesthetically pleasing design isn’t enough, it needs to also meet the functional requirements of the hotel. While it’s important to meet client needs, you also need to open a hotel on time. To help stay on schedule, highlight the importance of making decisions to clients, and try to reduce the number of 3rd party decision makers. As a leader of a business you need to balance employee agency with your own oversight. It’s important to give your employees agency to make their own decisions, but you want to be involved enough that when problems arise, you are able to help out. When furnishing a hotel, you need to understand how all the parts and pieces play into the overall guest experience. A single element can turn a positive experience negative for a guest, preventing them from returning to your hotel.  As a purchaser, time is your best friend. It’s common for clients to change their mind or ask for revisions half way through the process. By building in a buffer, you can meet client requests without delaying the project.  

Quote of the Show:

“You can have a beautiful design, but if it can't be executed, you have a problem.” - Mitch Parker

Links:

Website: https://parkerinternational.com/ Website: https://wazi.com/ 

Shout Outs:

01:02 - Leonard Parker04:23 - The Maxwell Company06:39 - The High Point Furniture Market: https://www.highpointmarket.org/ 09:13 - Marriott Courtyard: https://courtyard.marriott.com/ 09:43 - Four Seasons: https://www.fourseasons.com/ 09:44 - Rosewood: https://www.rosewoodhotels.com/en/default  09:46 - The Ritz-Carlton: https://www.ritzcarlton.com/ 33:45 - Carole Monestime: https://www.linkedin.com/in/carole-monestime-5aa4192b/ 34:11 - Linda Hein: https://www.linkedin.com/in/linda-hein-6a49a423/ 34:13 - Marilyn Webb: https://www.linkedin.com/in/marilyn-webb-a4024511/ 47:38 - Gregg Parker: https://www.linkedin.com/in/gregg-parker-418a1131/ 48:33 - Philip Parker: https://www.linkedin.com/in/philip-parker-6b281a2a/ 48:39 - Doug Parker48:43 - Brad Parker48:55 - Camp Waziyatah: https://wazi.com/ 01:01:58 - American of Martinsville: https://americanofmartinsville.com/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

In this special episode of Defining Hospitality, we’re featuring interviews from the 2023 Radical Innovation Awards. Dan speaks with Radical Innovation Founder John Hardy, and other event participants including Jury members, MC, and sponsors. Through each interview, you’ll hear about the excitement of the event, tips for anyone considering being a future juror, and which aspects of the designs stood out the most.

Featured Guests:

John Hardy

LinkedIn: https://www.linkedin.com/in/john-hardy-3a677812/ Website: https://www.jhgi.com/ Website: https://www.radicalinnovation.io/ 

Mark Friesen

LinkedIn: https://www.linkedin.com/in/mark-friesen-b7b77812/ Website: https://www.beyerbrown.com/

Raj Chandnani

LinkedIn: https://www.linkedin.com/in/rajchandnani/ Website: https://www.watg.com/ 

Eran Chen

Twitter: https://twitter.com/ODAArchitecture LinkedIn: https://www.linkedin.com/in/eran-chen-465b446/ Website: https://oda-architecture.com/ 

Damien Perrot

LinkedIn: https://www.linkedin.com/in/damien-perrot-42b6252/ Website: https://group.accor.com/ 

John Edelman

LinkedIn: https://www.linkedin.com/in/john-edelman-4361a012/ Website: https://hellerfurniture.com/ 

Vito Lotta

LinkedIn: https://www.linkedin.com/in/vito-f-lotta-464228/ Website: https://stories.hilton.com/ 

Shout Outs:

The Gourd Project: https://www.thegourdproject.com/ Bruce Becker: https://www.linkedin.com/in/bruce-redman-becker-383b34152/ 

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

On this episode, we’re joined by a show director who puts together some of the hospitality industry’s most popular events. Please welcome to the show, Brand Leader & Associate Show Director - Boutique Design at Emerald, Keisha Byrd! 

Keisha joins Host Dan Ryan to share what makes a successful event. Keisha highlights the importance of finding the right people, the satisfaction that comes from pulling off a successful event, and the ways students can get the most out of events. 

Takeaways: 

Hospitality is about creating welcoming experiences, bringing people together, and making everyone feel like they belong. It is important to prioritize these aspects in order to foster a sense of unity and promote meaningful connections.When it comes to putting together an amazing event, the right people make it a success. Your attendees are likely to forget the food and beverages that were served, but they will remember the conversations had and connections made. Putting on an event is a lot of work, but the feedback and positive messages make it all worth it. Hearing feedback from attendees not only makes you feel appreciated, but also helps shape future events. When vendors ask for a better space or more square footage, those are both signs of an event well done. Additional signs of success include the feedback from attendees who have found your event to be a useful resource. As events grow and evolve, there is an increased focus on highlighting specific designs. Future events will still feature a traditional expo hall, but will start to incorporate open houses that highlight both specific designs and their designers.  Setting goals, being patient, and staying true to yourself are key factors in achieving personal growth and success. It is crucial to persevere and remain dedicated to your journey, as progress takes time and self-belief.Listening and being patient with others, while embracing creativity and continuous learning, are valuable skills for events. These help to improve event experiences and foster constructive growth.

Quote of the Show:

“Knowing that what we're doing is actually connecting everyone to do business, that's what we're here for.” - Keisha Byrd

Links:

LinkedIn: https://www.linkedin.com/in/keisha-byrd-076ab680/ Website: https://hospitalitydesign.com/ Website: https://bdny.com/ 

Shout Outs:

03:43 - BD Match: https://www.boutiquedesignmatch.com/about/04:53 - CitySCENE: https://hospitalitydesign.com/cityscene/ 08:16 - University of Cincinnati: https://www.uc.edu/ 10:23 - Taylor Swift11:32 - Michelle Finn: https://www.linkedin.com/in/michelle-finn-b30b9a9/ 13:22 - Association for Women in Science: https://awis.org/ 25:37 - HD Expo: https://hdexpo.hospitalitydesign.com/ 28:52 - Lynn University: https://www.lynn.edu/ 30:39 - Platinum Circle: https://platinum.hospitalitydesign.com/ 30:40 - Gold Key Awards: https://goldkeyawards.com/ 31:02 - Shelia Lohmiller: https://www.linkedin.com/in/shelia-lohmiller-2410097/ 31:05 - Martin Brudnizki: https://www.mbds.com/ 31:06 - Dayssi Olarte de Kanavos: https://www.linkedin.com/in/dayssiolartedekanavos/ 31:07 - Libby Sims Patrick: https://www.linkedin.com/in/libby-patrick-iida-leed-ap-981631/ 31:22 - Moxy NYC Lower East Side: https://www.marriott.com/en-us/hotels/nycom-moxy-nyc-lower-east-side/overview/ 31:28 - The Lightstone Group: https://www.lightstonegroup.com/ 31:34 - Ziegfeld Ballroom: https://www.ziegfeldballroom.com/ 31:54 - Lark Hotels: https://www.larkhotels.com/ 32:22 - NEWH: https://newh.org/ 36:26 - Independent Lodging Congress: https://ilcongress.com/ 37:28 - Pratt Institute: https://www.pratt.edu/ 37:29 - Fashion Institute of Technology: https://www.fitnyc.edu/ 38:04 - Cornell: https://www.cornell.edu/ 38:05 - NYU: https://www.nyu.edu/ 38:15 - Helen Jorgensen: https://www.linkedin.com/in/helen-jorgensen-leed%C2%AEap-1594902/ 40:33 - Joe Burrow

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419

When it comes to finding the right workplace, the environment matters much more than the work. This week, we’re joined by a designer who understands firsthand the value of creating welcoming environments in both her workplaces and designs. Our guest this week is Lead Designer, Principal, and Founder of AJC Design, Alicia Cannon!

Alicia joins Dan Ryan for a conversation on what being an entrepreneur in the hospitality industry is like. Alicia shares her tips for finding the right environment, what makes starting your own brand worth it, and the best ways to train new members.

Takeaways: 

Hospitality is a blank canvas, allowing you to create intentional experiences for guests, providing idyllic escapes and reassuring comforts away from home. It is a gift that brings passion and fulfillment, making it a significant aspect of the industry.As a creative, it’s important to understand the environments you do and don’t want to be part of. While a certain company may offer great work opportunities, a misalignment of culture will ultimately be more detrimental to you. While going out on your own can be daunting, it opens the door to creative growth. With freedom to travel, you open your eyes to new styles and designs. By observing the work of others, you become a better designer for your clients. When training junior designers, it is important to guide them through the fundamentals of interior design, such as writing specifications and understanding the language of the field. When seeking internships, explore opportunities at different-sized firms to find a culture and environment that aligns with your goals. It's crucial to prioritize understanding the people you want to work with.Establishing a strong brand identity and prioritizing long-term relationships with clients are crucial for success as a business owner. Creating a family-oriented environment and fostering lasting connections can lead to significant growth and loyalty.It is crucial for new business owners to anticipate upcoming projects and maintain a steady stream of clients. Planning and preparation are key to ensure a consistent flow of work and avoid potential financial challenges.

Quote of the Show:

“If something doesn't feel good, It's probably not right.” - Alicia Cannon

Links:

Instagram: https://www.instagram.com/ajc_design/ LinkedIn: https://www.linkedin.com/in/ajcdesign/ Website: https://ajcdesign.com/ Twitter: https://twitter.com/ajcdesign 

Shout Outs:

01:20 - Cheryl Rowley06:42 - Deborah Geer07:15 - Jody Harley07:16 - Gensler: https://www.gensler.com/ 07:39 - David Easton: https://www.davideastonarchitect.com/ 09:51 - Kathy Stein: https://www.linkedin.com/in/kathy-stein-73937814/ 10:02 - HBA: https://www.hba.com/ 12:39 - NEWH: https://newh.org/ 12:46 - University Of Minnesota: https://twin-cities.umn.edu/ 12:47 - University Of Iowa: https://uiowa.edu/ 26:34 - Renaissance New York Harlem: https://www.marriott.com/en-us/hotels/nychl-renaissance-new-york-harlem-hotel/overview/ 40:58 - Mason Contract Products41:00 - Charlie Grady: https://www.linkedin.com/in/charlie-grady-7943b914/ 41:06 - Chuck Greenspan: https://www.linkedin.com/in/chuckgreenspan/ 41:09 - Häfele: https://www.hafele.com/us/en/ 41:11 - Len Horowitz: https://www.linkedin.com/in/len-horowitz-0812b37/ 41:19 - Steve Wachtler: https://www.linkedin.com/in/steve-wachtler-con-94206568/ 41:21 - Amatex41:43 - Stella D'oro

Ways to Tune In: 

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419