Logo
    Home > Podcasts > Defining Hospitality Podcast
    arts

    Defining Hospitality Podcast

    Welcome to Defining Hospitality, the podcast focused on highlighting the most influential figures in the hospitality industry. In each episode we provide 1 on 1, in depth interviews with experts in the industry to learn what hospitality means to them. We feature expert advice on working in the industry, behind the scenes looks at some of your favorite brands, and in depth explorations of unique hospitality projects. Defining Hospitality is hosted by Founder and CEO of Agency 967, Dan Ryan. With over 30 years of experience in hospitality, Dan brings his expertise and passion to each episode as he delves into the latest trends and challenges facing the industry. Episodes are released every week on Wednesday mornings. To listen to episodes, visit https://www.defininghospitality.live/ or subscribe to Defining Hospitality wherever you get your podcasts.
    en144 Episodes

    People also ask

    What is the main theme of the podcast?
    Who are some of the popular guests the podcast?
    Were there any controversial topics discussed in the podcast?
    Were any current trending topics addressed in the podcast?
    What popular books were mentioned in the podcast?

    Episodes (144)

    Creating Legions Of Raving Fans - Younes Atallah - Defining Hospitality - Episode # 124

    Creating Legions Of Raving Fans - Younes Atallah - Defining Hospitality - Episode # 124

    Our guest on this week’s episode is a wealth of knowledge on all facets of the hotel and hospitality industry. He’s a leader who knows how to turn a hotel into something that is truly a destination. Joining the show this week is General Manager at the upcoming Regent Santa Monica Beach, Younes Atallah!


    Younes sits down with Dan Ryan to discuss his time in the industry, and the role of the General Manager. Younes shares his management strategies, the importance of exceptional programming, and why collaboration is a crucial skill for any member of your team.

    Takeaways: 

    • Hospitality is an inherent concept of treating others with warmth and care, extending from our homes to the hotel industry. It comes from the heart and is about treating people as you would treat them in your house. 
    • Continuous improvement is essential in any talent, whether it's sports, music, or acting.In the hospitality industry, teamwork and constant challenge are essential for improving the skills and talents of staff.
    • Relationships and being a skilled generalist are crucial in the dynamic world of hotel management. The ability to manage teams, juggle priorities, and reintroduce brands requires constant dedication and expertise.
    • Providing exceptional programming is crucial for hotels to exceed guest expectations and create memorable experiences. Comfortable accommodations are expected by guests, but it's the added features and activities that truly make a hotel stand out.
    • Regularly engaging with people and observing their behavior by walking around is a valuable management practice. It offers opportunities to understand their desires and motivations, leading to impactful insights and positive outcomes.
    • The pandemic has made it increasingly difficult to find good people and talent, especially in industries like hospitality. Management teams should look to foster internal talent, and help employees grow in ways that excites them.
    • Growing up in a family that owned a travel agency, Younes experienced hospitality from an early age. The experience led to a deep connection with the hotel industry and a career pathway shaped by a memorable vacation.

    Quote of the Show:

    • “There's very, very few, if any, positions in a hotel where individual contributors actually exist.” - Younes Atallah

    Links:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enSeptember 20, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    The Many Layers Of Hospitality - Jacqueline Nunley - Defining Hospitality - Episode # 123

    The Many Layers Of Hospitality - Jacqueline Nunley - Defining Hospitality - Episode # 123

    In the rapidly changing world of tech, the hospitality industry can struggle to keep up. Today’s guest is here to provide some guidance. Drawing on her 20 plus years of technology experience, she creates innovative experiences for guests and travelers. Joining the show this week is The Travel and Hospitality Industry Advisor at Salesforce, Jacqueline Nunley!


    Jacqui joins host Dan Ryan to look towards the future of the hospitality industry. They discuss the common challenges facing hoteliers when implementing technology, the ways AI can revolutionize customer experience, and how brands need to think about implementing AI. 



    Takeaways: 

    • Hospitality is an ever changing landscape. As guest expectations have changed, technology has advanced rapidly, creating a blank slate. This allows for the industry to redefine what hospitality means to them. 
    • Because the hospitality industry is often fragmented, implementing new technologies can be a challenge. When looking for new solutions, leadership should prioritize technologies that can work cross-functionally.
    • The level of repeatability and consistency in an experience needs to be tailored to the type of experience. Knowing what to expect can provide comfort to guests, but many guests often seek the unique experiences of the locations they visit. 
    • When looking to implement tech into a hotel, the end goal should be on making the staff’s jobs easier. By freeing up staff from mundane tasks that can easily be replaced, you allow them more time to focus on providing the human element to guests. 
    • AI offers many benefits to the end customer, but it requires careful consideration of a guest’s concerns. With many guests, there is a concern about the privacy of their data. Hotels need to provide a sense of security to ensure that guests trust the technology. 
    • Implementing AI into the hospitality industry is not about replacing people’s jobs, but rather about allowing them to better serve guests. Conversational AI can speed up support calls, drastically reducing customer frustrations.
    • While AI has the potential to redefine the hospitality industry, it’s adoption needs to be intentional. Instead of adding AI features because a competitor had, first assess if the use of that technology will add value to your customers. 

    Quote of the Show:

    • “How are you engaging with your customers at the speed at which your customers are evolving?” - Jacqueline Nunley

    Links:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enSeptember 13, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Igniting Curiosity And Expanding Worlds - Linda Laucirica - Defining Hospitality - Episode # 122

    Igniting Curiosity And Expanding Worlds - Linda Laucirica - Defining Hospitality - Episode # 122

    Our guest this week is a talented designer who is redefining the world of hospitality design. With over 25 years of experience, she has lent her expertise as an Adjunct professor at the New Jersey Institute of Technology. Please welcome to the show Senior Director, Design & Project Management at Marriott International, Linda Laucirica!


    Linda joins Host Dan Ryan for an in depth conversation on design philosophy. Linda shares the importance of starting with a cohesive design strategy before creating a narrative, the necessity of having an elevator pitch, and how the hospitality industry can create more welcoming spaces in the healthcare industry.  

    Takeaways: 

    • Hospitality is the desire to give comfort and joy. True hospitality comes from a celebration of shared human experience, and a desire to connect through that humanity with others
    • The intersection of storytelling and design, with an emphasis on editing and conveying clear messages, is crucial in creating impactful narratives. This is important in full-service lifestyle brands, where aspirational design plays a key role in brand identity.
    • When conducting research and designing for a brand, it is essential to effectively summarize the concept in a concise elevator pitch. This helps align design decisions with the brand's vision and ensures unique project outcomes.
    • Creating successful narratives for "soft brands" requires a different approach than for "hard brands". Designers must create a strategy that directly connects with the brand's vision, ethos, and personality, before jumping into crafting a compelling narrative.
    • Technology has impacted the design process, shifting from manual creation to digital tools and 3D visualization. This transformation emphasizes the need for designers to adapt, understand scale, and create spaces that resonate with our human experience.
    • Hospitality focused design has an important role in the healthcare industry. By creating welcoming hospitals and treatment centers, you can leave a positive impact on someone’s journey to healing. 
    • For Mariott’s W Hotels there are three tenets of design: form follows fantastic, tactile materiality, and clean maximalism. These three elements combine to create unique experiences for guests. 

    Quote of the Show:

    • “That message also wants to have an emotional connection to who you're speaking with, right? Otherwise why write the story? Why share your thoughts?” - Linda Laucirica

    Links:

    Shout Outs:

    Ways to Tune In: 

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

    The Importance Of Authenticity - Gene Gebolys - Defining Hospitality - Episode # 121

    The Importance Of Authenticity - Gene Gebolys - Defining Hospitality - Episode # 121

    Our guest on this week’s episode is someone who over the past 25 years has played a pivotal role in the development and adoption of biofuels. He’s a forward thinking leader who is committed to creating a better world. Joining Dan Ryan is President and CEO at World Energy, Gene Gebolys!

    Gene highlights the importance of achieving net zero, the value of being authentic, and the technology behind biofuels. 


    Takeaways: 

    • Hospitality is about welcoming others into your space and putting them at ease. In the context of sustainability, it is crucial to focus on decarbonizing sectors like aviation and help people travel with a lower carbon impact, aligning their actions with their values.
    • Net zero is a critical concept in combating climate change, where the goal is to remove as much carbon as is emitted. Though offsets exist to absorb emitted carbon, their effectiveness and quality vary, calling for careful consideration in their implementation.
    • Offsets have been widely abused, leading to a lack of confidence in them. However, the use of insets, which displace carbon emissions in the same sector, provides a high-quality alternative to offsets that can effectively reduce a sector's carbon footprint.
    • Displacing fossil fuels with alternative energy sources may seem small in scale compared to the overall demand. However, it is crucial for leading brands to authentically uphold their net zero commitments and inspire other companies to join them.
    • The importance of embracing innovation, energy efficiency, and sustainable living, lies in their ability to create a more thoughtful, connected, and sustainable future for all. To move forward, we must embrace a more community focused way of life.
    • Approximately 9% of global carbon emissions are emitted during steel production. To address this, there is a growing need for increased efficiency and thoughtful design to reduce the creation and disposal of preventable waste.
    • By using wind energy to break water into Oxygen and Hydrogen, wind energy can be stored in the form of “green hydrogen”. This allows for a renewable energy source like wind, to be bottled up and transported across the globe. 

    Quote of the Show:

    • “If you're a corporate leader today, how can you be a corporate leader on everything but the biggest problem the species faces?” - Gene Gebolys

    Links:


    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enAugust 30, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Celebrating 2 Years Of Defining Hospitality - Dan Ryan - Defining Hospitality - Episode # 120

    Celebrating 2 Years Of Defining Hospitality - Dan Ryan - Defining Hospitality - Episode # 120

    Defining Hospitality turns two! Over the last two years, we’ve featured some amazing stories, and have learned so much about the hospitality industry. To celebrate, we’ve pulled together some highlights from the most listened to episodes in the past year. In this episode you’ll hear from Author and Activist: Amanda Knox, Founder of Thank You: Will Guidara, Senior Interior Design Manager at Marriott International: Stephanie Hopkins, and President of The Hardy Group: Brent Hardy.


    Thank you for two great years!

    Takeaways: 

    • True Hospitality is identifying someone's needs, and using the resources available to you to meet those needs. This can be enacted through giving someone a comfortable place to stay, or simply being an advocate for them.
    • Having board games along with fine dining provides an experience that makes the guest feel comfortable and at home. It reminds them of home-cooked meals and time with family and friends.
    • Every piece of detail matters to a guest and it impacts their experience at a hotel. You want to make sure that you are planning out every detail as much as you can and using the detail to make the guest have a wonderful experience
    • For Brent, hospitality is more than just a hotel building or an office space. Hospitality is about the interactions with people, and appreciating the moments throughout the whole experience.

    Links:


    Connect With Amanda:


    Connect With Will:


    Connect With Stephanie:


    Connect With Brent:


    Ways to Tune In: 

    Defining Hospitality Podcast
    enAugust 23, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Blending Hospitality And Community - Dido Dima - Defining Hospitality - Episode # 119

    Blending Hospitality And Community - Dido Dima - Defining Hospitality - Episode # 119

    Hospitality and conservation are united through acts of caring, yet both require a delicate balance between development and preservation. Out in the Olare Motorogi Conservancy in Kenya exists an experience that blends both into a seamless harmony. Joining the show this week to share his story of hospitality is Dido Dima, a Camp Manager for Kicheche Camps. Dido and Dan sit down together on location in Kenya to discuss the importance, and challenges, of blending hospitality and conservation. Dido shares some of the efforts Kicheche takes to protect the land they operate on, the ways they create a sense of safety in their guests, and why every guest is a blessing. 

    Takeaways: 

    • Hospitality means extending kindness to others. This extension of kindness continues past your guests, and further onto your staff and community. Without strong staff and a welcoming community, there isn’t much hospitality to extend to guests. 
    • As a hospitality manager, you need to provide varying levels of hospitality. For a guest, that can mean assisting them when they have a luggage issue. For a staff member, that means accommodating their personal needs. 
    • As Kicheche camps are on conservation land, the experiences must be developed around a minimum threshold of sustainability. Low impact footprints, solar power, and a waste management plan are all part of creating responsible recreation. 
    • As a young boy, Dido grew up in a conservation area, which cemented his love for nature. After pursuing education in the field of hospitality, he realized he could blend hospitality and conservation through camps in the bush. 
    • As a leader, change is inevitable. While an employee may start in one area, oftentimes they want to expand and learn more skills. By fostering their growth, you create a highly skilled employee who is engaged in the work they do. 
    • A sense of safety is a requirement for a hospitality provider. When your experience is in a wildlife preserve, your requirements are more stringent. By providing guests who are out of their element with accommodations, you make them feel more welcome.  
    • By pairing the camps with a conservancy, it adds a crucial lifeline for wildlife, and the local communities. Support from the camps helps carve out spaces for wildlife to live, and provides the locals with an additional source of revenue. 

    Quote of the Show:

    • “You have to understand the interests of people change and you try to support them in that change.” - Dido Dima

    Links:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enAugust 16, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Aligning Personal and Organizational Goals - Billie Thorne - Defining Hospitality - Episode # 118

    Aligning Personal and Organizational Goals - Billie Thorne - Defining Hospitality - Episode # 118

    The ideal business is one where the needs of the employees are balanced perfectly with the goals of the business. One key to finding this balance is hospitality among employees. On today’s episode of Defining Hospitality, Dan talks to an expert on working with your employees. Joining the show this week is Principal & Vice President at C+TC Design Studio, Billie Thorne


    Billie and Dan Billie sit down to dive into her experiences as a leader in the world of hospitality. Billie shares ways to best work with your employees, how to be hospitable to your coworkers, and the importance of carving out time for self care. 

    Takeaways: 

    • Hospitality is about kindness and finding where you are comfortable. Once you get settled in a good place, you can extend your hand to newer employees and help them learn and grow. 
    • Building a team of professionals requires different forms of guidance and understanding. Some people need to be prompted to think about their goals and aspirations and others need a small push to a healthy space outside their comfort zone.
    • Finding the right employees doesn’t only mean looking at a resume, rather, it involves feedback from members of the team. Team members who enjoy each other’s presence and can cooperate smoothly will be more willing to work together in person. 
    • Individual employee goals have to work in coordination with functional business. There has to be a balance between allowing people to focus on personal goals and working to maintain the profit and productivity of the business.
    • Work smarter not longer. Though long hours can be sometimes helpful for productivity, more often, you can achieve more on a regular day rather than working late, because as you reach the end of the day, fatigue slows your efficiency.
    • It is important to be hospitable to both clients and coworkers, but often, hospitality toward coworkers is overlooked. However, it can be shown when one employee helps another reach a deadline without being asked. 
    • In any industry, you may encounter problems that seem daunting. Cross-industry collaboration may prove useful to come up with unique solutions that aren’t typically used in certain situations. 


    Quote of the Show:

    • “There are some mistakes everybody needs to make for themselves to learn from them.” - Billie Thorne


    Links:


    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enAugust 09, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Collaborating On A Creative Process - Pierre Josselin - Defining Hospitality - Episode # 117

    Collaborating On A Creative Process - Pierre Josselin - Defining Hospitality - Episode # 117

    Starting your own firm can be a nervous experience, but the creative freedom it offers can be well worth it. Joining the show this week is an interior designer who draws inspiration from his 25 years of design experience around the globe. After working with multiple internationally renowned design firms he is now on the journey of running his own studio. Welcome to the show, Founder & Creative Director of Pierre & Co Design Studio, Pierre Josselin!


    Pierre and Dan sit down to discuss Pierre’s motivations for starting a business, what excites him most about the design process, and the importance of having strong relationships with others in the industry. 

    Takeaways: 

    • Hospitality is a shared passion. Those in the industry have an exciting passion for the work they do. It is a people driven industry with a strong sense of togetherness that is focused on creating relationships. 
    • To create great designs, you need to cover every aspect of the project, and understand what it takes to get to the finish line. Avoiding unnecessary handoffs of work results in a higher quality and more consistent project that is completed in less time. 
    • As a designer, it’s important to understand how your answers affect the rest of the process. A timely response to a client’s question not only results in a happier client, but a faster project. A delayed answer delays further steps of the project.
    • The best coworkers you can have are ones that challenge you, but who you can also challenge. Great ideas are not born in a vacuum, and fostering a space that allows for collaboration and feedback will open your eyes to new designs. 
    • While going out on your own and starting your own firm can be daunting, it offers many benefits. As you have full control over the intricacies, you have full creative freedom, and the ability to complete work at a faster pace. 
    • In the design process, it is important to implement efficiencies wherever you can. Even by getting all the relevant parties in one room for the drawing process and doing instant revisions can shave weeks off of a project. 


    Quote of the Show:

    • “The most successful colleagues you work with are the ones which challenge you, but you challenge as well.” - Pierre Josselin

    Links:


    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enAugust 02, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Overcoming The Limitations Of Your Circumstances - Amanda Knox - Defining Hospitality - Ep # 116

    Overcoming The Limitations Of Your Circumstances - Amanda Knox - Defining Hospitality - Ep # 116

    In an environment designed to be anti hospitable, it is a daunting task to create a space of warmth and comfort. Today’s guest is someone who helps bring a sense of hospitality to otherwise unwelcoming spaces. She is an activist who fights for justice and advocates for those whose voices have been silenced. Joining the show this week is author of her memoir “Waiting to be heard” and the Host of the “Labyrinths” podcast, Amanda Knox.

    Amanda sits down with Host Dan Ryan to share how she was an advocate for her community while in prison, the steps for resolving conflict with others, and the ways someone's background shapes others’ perceptions of them. 

    Takeaways: 

    • True Hospitality is identifying someone's needs, and using the resources available to you to meet those needs. This can be enacted through giving someone a comfortable place to stay, or simply being an advocate for them.
    • Someone's background creates a lens through which each interaction they have will be viewed. For people who are previously incarcerated, they face a lens of inherent suspicion and distrust from others. 
    • While tough situations require positive outlooks, those outlooks vary person to person. For Amanda, her positive outlook was accepting the circumstances, and making the best out of them. Her mother’s outlook was fighting for what was right without giving up. 
    • There are four steps to resolving conflict with a person. Set the stage by finding common ground you can agree on; identify the strongest form of their argument they are trying to argue; show them compassion; and ultimately, allow yourself to be open to change. 
    • When large impacts happen, they affect everyone around the individual. Families are put under undue emotional, financial, physical and emotional stress as they work to assist those affected.  
    • While Amanda was incarcerated, she sought to overcome the limitations of the situation and assist others as best she could. She became a writer and translator for other prisoners, helping them write home and read court documents. 

    Quote of the Show:

    • “No matter what circumstance you are in, no matter what condition you're in, there's always the opportunity to connect with people and to make some kind of positive impact in other people's lives.” - Amanda Knox 

    Links:


    Shout Outs:

    Ways to Tune In: 


    Defining Hospitality Podcast
    enJuly 26, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    All Guests Are Guests - Nicky Unkles - Defining Hospitality - Episode # 115

    All Guests Are Guests - Nicky Unkles - Defining Hospitality - Episode # 115

    In the world of design, you run the risk of losing focus on the end goal, creating great experiences for guests. Here to offer clarity is a development and planning specialist who excels at creating multi faceted luxury experiences. Projects that were completed under his vision include Faena Miami Beach, and Public NYC. Joining the show is Senior Vice President at Cumming Corporation, Nicky Unkles! Nicky shares his insights with Host Dan Ryan as they explore what it means to create luxury, and ultra luxury, experiences. 

    Takeaways: 

    • True hospitality is a friendly reception of your guests. It means being authentic and sincere in your treatment of guests, anticipating their needs, and offering all guests the same experience, regardless if they are a CEO or an intern.
    • When it comes to balancing the needs of the stakeholders, and keeping your project on time, it starts with having a defined process. It’s important to stick to the process, but when it’s necessary to deviate, ensure all parties know the impact on the timeline. 
    • One of the biggest challenges for new hospitality projects during the pandemic was supply shortages. As budgets, timelines, and vendors had been set months in advance, it required a collaboration with procurement agents to find new options.
    • A typical project lives or dies within the first few days. When you first sit down with a client, your job is to help put their vision onto paper. Creating a layout and budget that reflect that vision, and your ability to sell it, will decide success for your project,
    • When you start a project, it’s crucial to see it to completion. While potentially grueling, you’ll quickly discover areas of improvement for the next iteration. Additionally, seeing a project from vision to closeout is invaluable experience as a designer.
    • Covid changed both the hospitality industry, and what guests want from their stays. Today’s guests want more service, and better experiences, with consistency as the keystone that holds the experience together.
    • The core of your design needs to revolve around the guest’s experiences. Certain design elements may seem like important additions, but if they won’t impact the guest experience, those additions are an unnecessary use of time, money, and effort. 

    Quote of the Show:

    • “The world of hospitality is forever changed. People aren't going to accept substandard anymore.” - Nicky Unkles

    Links:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enJuly 19, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Imbuing A Story Into Your Design - Taniya Nayak - Defining Hospitality - Episode # 114

    Imbuing A Story Into Your Design - Taniya Nayak - Defining Hospitality - Episode # 114

    Our guest this week is an interior designer who has become a household name. She’s an expert storyteller, creating compelling stories through both her design, and her appearances on screen. She’s been frequently featured on HGTV as a host and mentor on “Battle on the Beach” and “Build it forward”. Joining the show this week is Principal and Interior Designer at Taniya Nayak Design, Taniya Nayak!

    Taniya sits down with Dan to dive into her background as a designer. She covers the ways that bartending helped her refine her design skills, the necessity of designing your spaces for a wide range of guest experiences, and how she got started as a host on HGTV. 

    Takeaways: 

    • For Taniya, hospitality means addressing all the small nuances of an experience. It means creating a warm and inviting space where you are thinking about every possible customer scenario. 
    • Balancing operations and design is a delicate task as you will often need to choose between prioritizing aesthetics or cost. Ultimately, the choices you make need to revolve around the experience you are trying to create for your guests. 
    • Creating an experience your guests want to evangelize is important because a guest’s journey begins with a review. Their expectations of your space are set by what they read beforehand, and a bad review can set guests up with a pretense of your space.
    • A quality product is the cornerstone of any successful business, but the presentation around that product determines your success. An ok product with great presentation will outshine a great product with lackluster presentation. 
    • As a designer, you need to tell a story that relates to the guests in your establishment. Each element should correlate either functionally or emotionally to the story of why your guest is in that space. 
    • As a young designer, it can feel demoralizing to not land a design job right out of college. Retail, customer service, and food service jobs give you firsthand knowledge into how those environments run, making your future designs for those spaces more effective. 
    • For leaders in the design space, you need to create environments for your employees to thrive. Encourage communication, and make your employees feel comfortable being vulnerable. From their honest sharing comes opportunities for you to help them grow. 

    Quote of the Show:

    • “I want to make sure that when the guest comes in, they are greeted by a warm and inviting space.” - Taniya Nayak

    Links:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enJuly 12, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Hospitality From Your Community - Scott Maloney - Defining Hospitality - Episode # 113

    Hospitality From Your Community - Scott Maloney - Defining Hospitality - Episode # 113

    To create truly epic experiences, you need to combine both people and place. Our guest this week is a visionary leader of both extraordinary people and projects. He’s a Global Industry Group Champion in Entrepreneurs Organization and an Advisory Board Member for the College of Architecture and Environmental Design at Kent State University. Welcome to the show, Founder of K2M Design, Scott Maloney! 

    Scott joins Host Dan Ryan to dive into the value of collecting nos, how to create epic experiences for guests, and how networks like Entrepreneurs Organization have helped him on his journey. 

    Takeaways: 

    • Hospitality is about people and places coming together to create an epic experience where people are able to join to support dreams and desires. Some organizations are built to encourage the bonding of great minds.
    • The Entrepreneur's Organization is the epitome of hospitality in the senses that it creates a safe and confidential space for the members to learn from other inspiring people and be encouraged by them 
    • In the architecture and design space, hospitality means finding a compromise between a design being structurally sound and aesthetically pleasing. Being able to fulfill the safety requirements while listening to the vision will create loyalty from the building owner. 
    • Accepting a project requires a deep understanding of expectations followed by fulfillment or overachievement. In a business that heavily relies on referrals, one experience can cost or gain many million-dollar contracts. 
    • When trying to level up in size and costs of projects, it’s not a straightforward job of increasing size, but instead, improving the effort and quality of your work. Increased job cost requires increased experience and added value by the business. 
    • Development projects must be planned thoroughly before beginning for the sake of sustainability. Every change made will create by-products to be removed from the lot or funneled to another project and each decision needs to be made with intentionality.  
    • Hospitality exists inside the organization. Care must extend to employees. Leaders and owners need to be there for coworkers, caring for each of them and making sure everyone is successfully collaborating. 

    Quote of the Show:

    • “You know what you need to do, follow your gut cuz it's gonna get you a long way. ” - Scott Maloney


    Links:


    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enJuly 05, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    The Wake of Hospitality - Kim Kaupe - Defining Hospitality - Episode # 112

    The Wake of Hospitality - Kim Kaupe - Defining Hospitality - Episode # 112

    Each and every person, regardless of profession, is in the industry of hospitality. The interactions you have with everyone create ripples of hospitality that extend well beyond a single moment. To help you create big ripples, we’re joined by an entrepreneur whose mission is to help others let their business-based superpowers shine. Joining the show this week is Host of the Podcast “Coffee with Kim” and Co-Founder of Bright Ideas Only, Kim Kaupe. Dan sits down with Kim to learn about why LinkedIn is the best platform to focus your energy on, how we are all in hospitality, and how to be more confident when evangelizing your own work. 

    Takeaways: 

    • Hospitality is the stone you throw into a pond and the impacts on others are the ripples in the water. It is also how people talk about you when you’re not in the room, how you make them feel, and what people are walking away from interactions with. 
    • Being the champion of your own accomplishments is difficult. Speak about yourself as you would your best friend. Don’t be afraid to acknowledge accomplishments, highlight your skills, and be direct when asked about your career responsibilities. 
    • Business awards, like the “40 Under 40”, can help further your professional goals and raises. Following in the thread of being the champion of your accomplishments, you can also nominate yourself for these awards without fear of being underqualified.
    • If you only have time for one social platform, LinkedIn is the best. It’s the only one that is crawled by Google so content doesn’t get lost in the archives. As only 1% of LinkedIn users post, your content won’t be lost in a heavily saturated feed. 
    • Because LinkedIn shows what your connections comment on and like, it boosts the reach of any content you post, displaying it on a worldwide platform full of C-Suite Executives.
    • Share your knowledge and content, whether you think it’s valuable or not. If one person or a hundred thousand people find it important, you made an impact, changed their direction, or taught them something new.
    • When running a business, you are pitching not only the product or service, but also yourself in tandem with your brand. By being succinct in describing your skills, you help the client more confidently make the decision to choose you.

    Quote of the Show:

    • “Talking about yourself or sharing your knowledge will be like the very first pushup in the gym, but you have to keep going.” - Kim Kaupe

    Links:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enJune 28, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Erudition And Elevation - Dr. Kimberly McGlonn - Defining Hospitality - Episode # 111

    Erudition And Elevation - Dr. Kimberly McGlonn - Defining Hospitality - Episode # 111

    Our guest this week is a genuine disruptor in her industry. As the leader of a Bcorp, she strives to make real change in her community. She is a defender of civil and human rights, who works within the intersection of social and environmental justice. She’s the Host of “The School for Disrupters” podcast, a faculty member at Drexel University, and CEO and Founder of Grant BLVD. Give a warm welcome to Dr. Kimberly McGlonn!

    Kimberly shares her motivations behind the work she does through Grant BLVD, and how she positions the company to provide support for those currently and formerly incarcerated. She’ll explore the process of telling a story through your partners, and how thoughtful design of uniforms can create a cohesive experience. 


    Takeaways: 

    • For Kimberly, hospitality is focused on creating a sense of comfort, safety, and belonging in your guests. You need to replicate your own experiences, and allow others to have access to it.
    • Whether it’s a classroom, a restaurant, or hotel, hospitality is about creating a story that anchors people in the moment. Seating arrangements, uniforms, and decor are all integral chapters of that story that need to be cohesively organized.
    • When creating a great business, you need to focus on your impact, and the ways you measure and communicate it. When your business strives to be a force for good, you grow both your company, and your community. 
    • Business is all about telling the story of your values, and choosing the right partners can amplify those stories. By partnering with Grant BLVD or other companies that fight for good, you establish that those are the stories you want to share. 
    • Grant BLVD aims to combat the effects of incarceration and high recidivism rates in Philadelphia. To best serve her community, Kimberly has created a model to provide support and job opportunities to those currently and formerly incarcerated. 
    • A good uniform is well fitting and serves a purpose, a great uniform is united in design with the whole experience. By incorporating elements of color theory and aesthetic into your uniforms, customers are no longer walking into a business, but rather, a party.
    • When creating a dining space, cohesion is important. Your servers don’t literally need to be wearing the same fabric as the tablecloths, but every aspect should be tied into each other in one fluid design. 

    Quote of the Show:

    • “That moment of feeling received is what I think we're all seeking to do in the ventures that we build.” - Kimberly McGlonn

    Links:

    Shout Outs:


    Ways to Tune In: 


    Defining Hospitality Podcast
    enJune 21, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Choosing Greatness Over Growth - Lisa Schultz - Defining Hospitality - Episode # 110

    Choosing Greatness Over Growth - Lisa Schultz - Defining Hospitality - Episode # 110

    Customers are guests who have honored you with their patronage. Adding in special touches can show your gratitude in a way that earns their repeat business. Expanding your business does not mean you forfeit the ability to make changes in your community, Zingerman’s is proof of this. Learn from a 19-year customer service veteran, Zingy leader, and Managing Partner at Zingerman’s Roadhouse, Lisa Schultz.

    If you haven’t had the pleasure of eating in a Zingerman’s location and witnessing their hospitality first hand, listen to Lisa speak about the critical steps to Giving Great Service..

    Takeaways: 

    • Hospitality means accommodating your guests to make their experience unique and special, while providing consistently great service and quality food. Consistency is essential because the guest should know what level of service to expect. 
    • All Zingerman’s locations follow their Three Steps to Giving Great Service. First, find out what the guest wants, get it for them accurately, politely, and enthusiastically, and lastly, go the extra mile. Do these steps consistently to create a reliably great experience.
    • ​​Use the process of visioning to create future plans. Look at goals for success and future objectives, internally and externally, at relationships with vendors, your staff’s experience, and every aspect that could affect success. 
    • Open book accounting and management allows every employee from dishwashers to shift leaders to feel like they have an impact on processes. You will have suggestions for improvement on issues that upper management might not notice. 
    • Open book processes also improve retention and hiring of employees who want their opinion to matter or who want to participate in the success of the business. It will allow people to improve points of frustration or disagreement.
    • Choosing greatness over growth does not mean you forfeit growth. You will instead, grow in a way that creates raving fans in a world where word of mouth is one of the most impactful marketing tactics, while being free. 
    • If your employees care, it translates to good service. A serving team’s genuine care will shine through to the guest and make a uniquely welcoming experience. Otherwise, you have a team of people who aren’t invested in the wellbeing of your guests. 

    Quote of the Show:

    • “If your staff feel taken care of, they're probably going to give better service.” - Lisa Schultz

    Links:

    Shout Outs:

    Ways to Tune In: 


    Defining Hospitality Podcast
    enJune 14, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Understanding The Heart Of Third Party Management - Chris Green - Defining Hospitality - Ep#109

    Understanding The Heart Of Third Party Management - Chris Green - Defining Hospitality - Ep#109

    This week on Defining Hospitality, we have the pleasure of welcoming back a hospitality veteran who has consistently showcased his exceptional skills in the industry. As the guest on the third episode, he dove into his experiences as the leader of Chesapeake Hospitality. Returning to the show nearly two years later is President of Remington Hospitality, Chris Green. Chris reflects on the ways his definition of hospitality, and the industry at large, have evolved over the years. Chris sheds light on the process of merging Chesapeake Hospitality with Remington Hospitality, and the recent rebranding of the company. 

    Takeaways: 

    • For Chris, hospitality comes not from the knowledge in your head, but the motivations in your heart. Hospitality is the combination of how you relate to others, how committed you are, and how you spend time with those around you. 
    • When you work with a variety of owners, you need to understand the heart and connection that each owner has. Some owners prioritize profits, while others prioritize service. Different requirements need different management styles. 
    • A merger of two companies takes work, but the most important work comes before the acquisition. Instead of assessing compatibility on economic plans alone, spend time making sure your cultures, values, and goals are in alignment. 
    • No matter what your business goals are, you can never let the focus come off of the people. People are the heart of your operation, and if you want to achieve success, you need to make sure your people are enabled for success. 
    • When a new opportunity arises, it’s usual to go out and find a new buyer to strike up a relationship with. However, if you present that opportunity to current clients instead, you shift from being a commodity to a true partner. 
    • Personal wellbeing programs are important to keep a company running smoothly, but the focus needs to be on all employees. It’s not enough for the C-suite to implement something they think works. You need proper feedback from ground level employees.

    Quote of the Show:

    • “Hospitality is not hard, it’s heart.” - Chris Green

    Links:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enJune 07, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Aligning With Client Expectations - Brent Hardy - Defining Hospitality - Episode #108

    Aligning With Client Expectations - Brent Hardy - Defining Hospitality - Episode #108

    Our guest on Defining Hospitality this week is an architect with over 2 decades of experience designing spaces. He’s a renowned leader who thrives in the intersection of hospitality, real estate development and technology. Welcome to the show, President of The Hardy Group, Brent Hardy! Dan shares the mic with Brent to learn more about Brent’s background and how The Hardy Group has grown. In this episode, Brent shares strategies for balancing vision and budget, highlights the importance of effective communication, and looks towards the future of the hospitality industry. 

    Takeaways: 

    • For Brent, hospitality is more than just a hotel building or an office space. Hospitality is about the interactions with people, and appreciating the moments throughout the whole experience.
    • When working on a project, balancing vision with budget is a necessary aspect that takes planning. While making changes to your design is never the first plan, your team needs to be collaborative on making adjustments to fit budget constraints.  
    • When new clients enter the industry, they don’t fully understand the operational requirements or a property. When helping design new buildings, you’ll need to communicate the nuances of planning for operations.
    • As the industry matures, it’s more important than ever to have a plan for training your next generation. Build out opportunities for them to grow as professionals and to step into leadership roles.
    • When looking towards the future, companies with a strong foundation need to be focusing on expanding their vision. Find new entrances to the market, try new ideas, and identify missed opportunities from the company’s history.
    • When working with a client for the first time, they may have concerns. To instill confidence in your clients, you need to demonstrate both technical aptitude and a level of passion for what you do. Passion for your work is integral in building trust.
    • While clients don’t need to know every technical detail on a product, they do want to know you understand their concerns. By putting yourself in their shoes, and empathizing with their needs, you build a stronger relationship.

    Quote of the Show:

    • “10 years from now, if we’re doing the exact same thing we’re doing now, we’ve made a mistake.” - Brent Hardy

    Links:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enMay 31, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    A Space, A Brand, An Experience - Amy Jakubowski - Defining Hospitality - Episode #107

    A Space, A Brand, An Experience - Amy Jakubowski - Defining Hospitality - Episode #107

    Joining us on this week’s episode is a talented and award winning  designer whose creativity defies the boundaries of the industry. She’s a frequent contributor to Hotel News Now and a recurring speaker at industry events who has been recognized as one of Hotel Management’s Top 30 Influential Women in Hospitality. Welcome to the show, Principal and Managing Director at Pierre-Yves Rochon, Amy Jakubowski! Amy sits down with boat Dan Ryan to discuss what it means to design spaces, the attributes of successful design teams, and what it means to understand the why. 

    Takeaways: 

    • For Amy, hospitality is about creating, defining, and enriching the human experience. Every location has a unique culture, and good hospitality creates a human connection that highlights those attributes. 
    • In the hospitality industry, you need to be able to hustle. As a leader, you’ll find yourself having to manage people and address their needs, all while balancing the design work for your clients. Being able to adapt quickly is a necessary skill.
    • When designing across any medium, you need to understand the why. Why are you doing this, why are you doing it this way? You can’t challenge convention unless you understand why it was there in the first place. 
    • Designing a space goes beyond visual aesthetic, but to every element of the human experience. You need to consider elements like where luggage goes, how people move through the hallways, and the overall function of the space. 
    • When designing a space with a Michelin Star chef, you are not designing for them, you are designing an extension of them. You are creating the theater in which their dishes are presented, and all elements must reflect this. 
    • Creating a successful design team requires members with more than just a strong portfolio. Good team members are collaborative, have a positive outlook, and are helpful and encouraging. 
    • One application of design that is often scarce in hospitality is hospital design. To create more welcoming and healing spaces, hospital designers should work in tandem with hospitality designers. 

    Quote of the Show:

    • “You can’t challenge the system unless you know why it was there to begin with.” - Amy Jakubowski

    Links:


    Shout Outs:

    08:10 - Julia Monk: https://www.linkedin.com/in/julia-monk-faia-fiida-noma-2aa11711?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3B8jYgH4ofSpi9Z%2BLl7kjATg%3D%3D 

    08:28 - Hank Brennan

    08:30 - Peter Gorman

    08:31 - David Beer

    16:26 - The George V Hotel

    16:30 - The Ritz London

    17:34 - The Jade Signature

    20:05 - Boucheron

    20:06 - Chopard

    21:18 - The Inn At Little Washington

    22:54 - Perkins&Will

    26:22 - The Waldorf Astoria NYC

    26:31 - The Waldorf Astoria Lusail Doha


    Ways to Tune In: 

    Defining Hospitality Podcast
    enMay 24, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Telling Authentic Stories - John Edelman - Defining Hospitality - Episode #106

    Telling Authentic Stories - John Edelman - Defining Hospitality - Episode #106

    Sitting down with us for this week's episode of Defining Hospitality is someone who is highly skilled in modern furniture, retail, and textiles. As the recipient of an honorary doctorate from the NY School of Interior Design, he is revamping the furniture design industry. Our guest this week is the Executive Chairman of Crypton Fabrics, Former CEO of Design Within Reach, and the President and CEO of Heller, John Edelman! Host Dan Ryan talks with John to dive into the intricacies of modern furniture design, the importance of telling an authentic story, and the main requirements when designing for the hospitality industry. 

    Takeaways: 

    • For John, hospitality is how you would like to be treated as a guest in someone else's home. To put this in action, all guests at the stores he oversaw were given a water when they walked in as a welcome gift. 
    • Delivering good service goes beyond just creating a welcoming interaction, you need to apply that service to what the client really wants. You may have given them great service, but if it was service they didn’t want, you’ve only lengthened their journey.  
    • When you design an experience with furniture you need to tell an authentic story. Knowing the stories of the furniture and the way it’s presented reinforces the rest of the experience that has been created.  
    • If you can speak in superlatives and tell the truth, you’ve won. When building an authentic brand, start with a true statement, explain it, and be very honest about it. Once you’ve identified your statement, expand upon it. 
    • When designing furniture for the hospitality industry, there are three main requirements. Your product must have fantastic and fresh design, it must be in stock and readily available, and it needs a sustainability story. 
    • When designing furniture, you need to have a sustainability story. For Heller products there is a multi pronged approach. Their furniture is long lasting and 100% recyclable by design. Should you wish to part with your piece, they will take back and recycle it.
    • When implementing hospitality in a retail environment, encourage employees to ask questions to address customer needs. If you're practicing the concept of hospitality, you're never selling anything. You're defining a need and then servicing it.

    Quote of the Show:

    • “If you're practicing the concept of hospitality, you're never selling anything. You're defining a need and then servicing it.” - John Edelman

    Links:

    Shout Outs:

    00:32 - New York School of Interior Design

    06:13 - Be Original Americas

    08:00 - Aloft Hotels

    10:23 - John McPhee: https://www.linkedin.com/in/john-mcphee-a3a80418/ 

    14:01 - John Edelman New York Times Article: https://www.architecturaldigest.com/gallery/design-within-reach-chris-hardy-slideshow 

    25:12 - Hlynur Atlason: https://www.linkedin.com/in/hlynur-atlason-4770a66/

    32:00 - Savannah College of Art and Design

    Ways to Tune In: 

    Defining Hospitality Podcast
    enMay 17, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Putting Your Team First - Sarah Eustis - Defining Hospitality - Episode #105

    Putting Your Team First - Sarah Eustis - Defining Hospitality - Episode #105

    While amenities play a role in satisfying customers, true hospitality grows from your team. Our guest this week is on a mission to build things that last, and create places with soul and purpose that leave lasting memories. She grew up in the hospitality industry and is responsible for some of the most iconic hotels in New England. Joining the show this week is Founder and CEO at Main Street Hospitality Group, Sarah Eustis! Host Dan Ryan interviews Sarah for a masterclass on creating memorable experiences where she shares how to empower your employees, creating consistent levels of hospitality, and how to go the extra mile to wow customers. 

    Takeaways: 

    • For Sarah, hospitality means creating a sense of both belonging and connection. True hospitality comes not from complimentary breakfasts or high thread count sheets, but a feeling of welcome in your guests. 
    • Satisfaction can be hard to measure, but the most effective methods are reviews and return rates. A good review means a customer had a great experience, and a high return rate means they are choosing you over the numerous other options available. 
    • While you may offer hotels that vary in price point, that doesn’t mean they need to vary in the level of hospitality. A more expensive hotel may have more amenities, but the level of service, care, and hospitality the staff provide should be the same across the board. 
    • While a standard operating procedure is essential to running a business, it can create a rigid experience for guests. If you empower your staff, and allow them to break SOP without permission, they can create a better experience for your guests.
    • When amenities are unavailable to guests, using words like “unfortunately” focus the guest on the negative aspect of the service you are trying to provide. Instead, using the phrases like “I wish I could” make the guest feel like you are on their side. 
    • When assessing new business partners, they need to pass the like, trust, and respect filter. The deal may look good on paper, but if you and a potential client don’t like each other, trust each other, and respect each other, it won’t be fully beneficial. 
    • A truly luxurious experience revolves around personalized experiences. At the Canoe Place, rooms come set to the guests requested temperature, mini bars are pre stocked with their favorites, and turndowns are done to reflect the side of the bed they sleep on.

    Quote of the Show:

    • “The hospitality isn't better or worse depending on the price or the level of luxury of a hotel.” - Sarah Eustis

    Links:


    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enMay 10, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality
    Logo

    © 2024 Podcastworld. All rights reserved

    TwitterYouTubeInstagramPinterestFacebookLinkedIn

    Pages

    PodcastsEpisodesTopics

    Support

    Refund PolicyTerms of ServiceContact usPrivacy Policy

    Stay up to date

    For any inquiries, please email us at hello@podcastworld.io