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    Collect The Dots To Connect The Dots - Jessica Gidari - Defining Hospitality - Episode # 136

    enDecember 13, 2023
    Defining Hospitality Podcast
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    About this Episode

    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:


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    How Story Meets Function - Brad Zuger - Defining Hospitality - Episode # 144

    How Story Meets Function - Brad Zuger - Defining Hospitality - Episode # 144

    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 age
    • To 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:



    Shout Outs:


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    Understanding To The Nth Degree - Bill Bensley - Defining Hospitality - Episode # 143

    Understanding To The Nth Degree - Bill Bensley - Defining Hospitality - Episode # 143

    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 achieved
    • The 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:

    Shout Outs:

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    Security, Surprise, Significance, and Synergy - Kimberly Jackson - Defining Hospitality - Episode # 142

    Security, Surprise, Significance, and Synergy - Kimberly Jackson - Defining Hospitality - Episode # 142

    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

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    Hospitality Daily - Chip Conley - Defining Hospitality - Episode # 141

    Hospitality Daily - Chip Conley - Defining Hospitality - Episode # 141

    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. 


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    A Duty To Be Hospitable - Michelle Jaime - Defining Hospitality - Episode # 140

    A Duty To Be Hospitable - Michelle Jaime - Defining Hospitality - Episode # 140

    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

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    Taking Care Of Business - Ben Nicholas - Defining Hospitality - Episode # 139

    Taking Care Of Business - Ben Nicholas - Defining Hospitality - Episode # 139

    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:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
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    Adaptive Reuse And Sustainability - Defining Hospitality - Episode # 138

    Adaptive Reuse And Sustainability - Defining Hospitality - Episode # 138

    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


    Connect with Dieter


    Connect with Bruce


    Connect with Heather

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    The Future Of Augmented Hospitality - Damien Perrot - Defining Hospitality - Episode # 137

    The Future Of Augmented Hospitality - Damien Perrot - Defining Hospitality - Episode # 137

    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:



    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enDecember 20, 2023
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    Collect The Dots To Connect The Dots - Jessica Gidari - Defining Hospitality - Episode # 136

    Collect The Dots To Connect The Dots - Jessica Gidari - Defining Hospitality - Episode # 136

    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:


    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enDecember 13, 2023
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    Transforming Spaces Through Adaptive Reuse - Heather Ciszczon - Defining Hospitality - Episode # 135

    Transforming Spaces Through Adaptive Reuse - Heather Ciszczon - Defining Hospitality - Episode # 135

    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:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enDecember 06, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality
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