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    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.
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    Episodes (144)

    You’re Never Stuck In A Bucket - Molly McDonald - Defining Hospitality - Episode #104

    You’re Never Stuck In A Bucket - Molly McDonald - Defining Hospitality - Episode #104

    Checking in for today’s episode of Defining Hospitality is a passionate member of the hospitality space who sees design through a unique lens. She’s a design maven who flawlessly utilizes her skills for business development. Joining us today is Associate, and Director of Business Development at Looney Associates, Molly McDonald. Molly joins host Dan Ryan to share her journey from Designer to Director, explore hospitality as a sense of community, and explain why you’re never stuck in one bucket in the industry.  

    Takeaways: 

    • For Molly, her definition of hospitality has changed with her career. When she started, hospitality was a space she designed within. As her career progressed, hospitality began to evolve into a feeling of community, highlighting the importance of collaboration. 
    • As a young designer you may feel worried about getting stuck in one place for too long. You’re not limited to one path, but a change doesn’t need to come externally. If you vocalize your wants to your company, you can find a fulfilling change internally. 
    • Every client facing business relies on strong customer relationships, and hospitality is no different. In the hospitality design industry, client relationships can last up to 5 years, and you need to be prepared to work with that client for a long time frame. 
    • If you’re looking to get into business development, having a strong design background is crucial. To effectively sell, you need to know what you’re selling, and be able to speak to nuances in schedules, processes, vendors, and more. 
    • While there are many talented driven designers out there, there are only a handful of lead designer roles at firms. For designers looking for other high caliber roles, business development allows you to both utilize your design skills, and drive growth for your firm. 
    • While Revit and BIM may feel like overkill on some projects, they provide value in communicating ideas to clients. 3d renders give a better sense of the project to decision makers who aren’t familiar with reading floor plans. 
    • Hospitality design has gotten more and more intricate. More frequently, designers are interacting with architects at early stages, and providing the lens of hospitality to non-traditional projects like senior living facilities and social clubs. 

    Quote of the Show:

    • “I've always loved getting to know everybody and I didn't realize that I could turn that into my job.” - Molly McDonald


    Links:

    Shout Outs:

    Ways to Tune In: 

    Defining Hospitality Podcast
    enMay 03, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Compounding Family Business - Teague Hunter - Defining Hospitality - Episode #103

    Compounding Family Business - Teague Hunter - Defining Hospitality - Episode #103

    Today’s guest is an expert in the hospitality industry who has established his firm as the 3rd most successful US brokerage firm within the hospitality industry. He’s the host of the weekly series Teague Walks and Teague Talks where he focuses on outstanding properties and the people behind them. Joining the show this week is President & CEO at Hunter Hotel Advisors, Teague Hunter. Teague sits down with Host Dan Ryan to discuss how he got started in hospitality, the challenges of operating a hotel, and how Private Equity firms changed the hotel landscape.

    Takeaways: 

    • Most people view hospitality either on the operations and service side, or the physical buildings side. For Teague, hospitality is a way of life. It’s what he was raised in, and is something he has built a life and career in. 
    • When Private Equity firms started investing in hospitality, it changed the landscape. To investment firms, properties became a number on a spreadsheet. Where PE firms faced their biggest challenge was understanding the operational nuances of hotels. 
    • As hotels have evolved to include rooftop bars, bistros, and restaurants, assessing value gets more complicated. However, by bundling those assets together, you can purchase them for a 6-7% cap rate, rather than a 10+% cap rate separately.  
    • Typical investment properties like office space or multifamily units offer fairly straight forward investments. Hotels offer more revenue, but require a higher level of operational talent. Good operators can make a hotel, while bad operators will break one. 
    • Hotels are not cookie cutter, and there is no reason their management should be either. Each hotel will have a regional aspect to it, and when looking to invest in a hotel, you need to pair with management that can support those attributes. 
    • While investors are responsible for managing the bottom line, success starts with your employees. Employees are your number one customer, and if you take care of your people first, it all trickles down after that. 
    • While Hunter Hotel Advisors has grown as a business, it remains a family business with a core focus on its people. Their culture of teamwork and open communication has fostered an environment of success. 

    Quote of the Show:

    • “We can speak to Wall Street, our DNA is in Main Street.” - Teague Hunter

    Links:

    Shout Outs:

    Ways to Tune In: 

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

    Hospitality Daily - Defining Hospitality - Episode #102

    Hospitality Daily - Defining Hospitality - Episode #102

    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 this compilation episode with recent interviews from Josiah’s podcast. The guests featured today are CEO & President of Four Sisters Inns Tamara Mims, General Manager at the Enso for Kimpton Hotels Marlon Smith, Founder of The June Britt Morgan-Saks, and VP of Strategic Growth at eBerry by Nordic Choice Hotels Christian Lundén. We hope you enjoy. 

    Tamara Mims: “Don't nickel and dime your guests.”

    Marlon Smith: “We are ambassadors.”

    Britt Morgan-Saks: “Lessons for hospitality from NYC nightlife.”

    Christian Lundén: “How we are providing hospitality outside the walls of our hotels.”

    Josiah’s Links:

    Ways to Tune In: 

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

    The Spirituality of Hospitality - Dupree Scovell - Defining Hospitality - Episode # 101

    The Spirituality of Hospitality - Dupree Scovell - Defining Hospitality - Episode # 101

    Today’s guest is an innovative industry leader, who is responsible for leading Woodbine's investment strategy across all asset types. Please welcome to the show, Dupree Scovell! Dupree is the Managing Partner and Chief Investment Officer at Woodbine Development Corporation, and he joins the host Dan Ryan to share his view on hospitality and how his journey brought him to where he is now. 

    Takeaways: 

    • For Dupree, hospitality comes from a deep spiritual state. It is something that can extend to everyone in every aspect of our lives. It’s not just something that you extend to someone staying in a guest room.
    • In any industry, you will never be able to go without some sort of conflict at some point. Even when that happens, it’s important to handle yourself by looking for common ground and make sure to avoid looking at it as a zero sum game.
    • There are 5 core values that Dupree’s company lives by; Relationships, Effort, Accountability, Conviction and Humility. At the end of the day, humility and relationships are the most important aspects for Dupree.
    • When looking ahead for your company, you want to consider what you are building for and what the ultimate goal is in the end. It’s not always about being the biggest company but sometimes it’s about enduring as a company.
    • If there is any sort of conflict within your company, you will end up going back to your values and those will help you determine the solution.
    • For the future, Dupree takes a methodical and intentional approach rather than letting what others are worrying about get to him and affect his view. 
    • If Dupree could go back in time to talk to his younger self, he would give him the advice that his identity isn’t just his grades or the sports he has played, but rather the person he is at his core. 

    Quote of the Show:

    2:39 “Hospitality is a deep spiritual value.”

    Links:

    Shout Outs:

    06:27 Greg Massey
    06:29 First United Bank
    13:19 Hunt Companies
    18:18 Trammell Crow
    18:19 Bob Sulentic
    18:26 CBRE
    23:43 Hyatt
    23:47 James Franque
    27:35 Small Giants by Bo Burlingham
    28:49 Paul Quinn College
    28:57 Dr. Michael Sorrell
    30:07 Dallas Independent School District
    30:12 Hillcrest High School
    31:19 Scovell Scholars


    Ways to Tune In: 

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

    Joie de Vivre - Chip Conley - Episode # 100

    Joie de Vivre - Chip Conley - Episode # 100

    Today’s guest disrupted the hospitality industry twice, and he took an inner city motel and turned it into the 2nd largest boutique hotel brand in America. He was once the global head of hospitality at AirBnb. Please welcome to the show, Chip Conley! Chip is the Founder of the Modern Elder Academy and the Author of the book Emotional Equations. Chip has also received the Pioneer reward, the highest honor in hospitality. He joins the host Dan Ryan to talk about the meaning of hospitality and how he sees it through his lens.

    Takeaways: 

    • The core feeling of hospitality is having the feeling that something is delivered to you rather than for you. It’s a combination of the science of service and the art of hospitality.
    • Through Chip’s perspective, the saying isn’t “you are what you eat” but rather “you are where you sleep”. In thi case, you want to provide your guests with a great experience and comfortable and relaxing spot for them to sleep in.
    • When you look at your business from an outside perspective, you want to really think about how you are operating your business in a way that elevates you or differentiates you from the rest.
    • Rather than staking your claim on something others do and you claim you do it better, you should really focus on what makes you different from everyone else and maximize it.
    • When it comes to being a great leader, psychology can be one of the greatest strengths that you can have. 
    • Oftentimes, when people reach their midlife point they lose their purpose in life and what their goal is. Chip seeks to help people find the purpose that they once had and reinvigorate their life. 

    Quote of the Show:


    5:01 “Service is really a science, but hospitality is an art.” 

    Links:


    Shout Outs:

    1:43 The Hotel Phoenix

    4:43 Danny Meyer

    5:22 Hospitality Quotient

    8:02 Rolling Stone Magazine

    8:58 Hotel Vitale

    9:08 Dwell Magazine

    9:10 Real Simple Magazine

    9:34 Ian Schrager

    9:35 Kimpton

    11:52 Peter Drucker

    13:32 Brian Chesky

    25:38 Hilton

    25:39 Marriott

    26:43 Man's Search for Meaning by Viktor Frankl

    40:17 Andrew Alford

    45:52 The Good Life by Dr. Bob Waldinger

    50:36 American Prometheus: The Triumph and Tragedy of J. Robert Oppenheimer by Kai Bird

    50:43 Cormac McCarthy

    56:28 10,000 Waves

    1;01:50 Oscar Wilde

    Ways to Tune In: 

    Defining Hospitality Podcast
    enApril 05, 2023
    hospitality
    hospitality design

    Hospitality with a Higher Purpose - Shannon Seay - Episode # 099

    Hospitality with a Higher Purpose - Shannon Seay - Episode # 099

    Today’s guest is passionate about travel, art, history, and horseback riding. She authored her masters thesis toward a study of the intersection of advocacy, historic preservation, and architecture and has completed hotel renovations nationwide from conception through close-out. Please welcome to the show, Shannon Seay! Shannon is the Partner and Project Director at H-CPM, and the founder of an industry Networking Collective. Shannon joins the host Dan Ryan to share her thoughts on the hospitality industry. 

    Takeaways: 

    • The core idea of hospitality is about crafting a community that is inclusive where people are excited to take part in it. It is the difference between place making and space making.
    • Every single thing in each of our lives has helped us to develop the perspective that we hold, and it’s the job of the professionals in the hospitality industry to put that together.
    • When someone is staying at any place that is in the realm of the hospitality industry (hostel, hotel, motel), they are home away from and finding a place to rest.
    • Rest necessitates comfort, and you can’t truly be comfortable if you are in a place that doesn’t speak to you.
    • A successful team isn’t a team that has no problems, but rather a team that solves its problems efficiently, coherently and in a professional manner. This applies to all industries as this will make a team act as a better unit.
    • Core values for your company aren’t something that are just written up and put on a piece of paper or a website to get a new deal. They are values that each and every team member really needs to embody and represent.
    • Everything comes down to a collaborative discussion. When it comes to the custom design space, there are a lot of different people that are involved in that aspect so it’s important to get everyone on the same page, even if that means compromising somewhere.

    Quote of the Show:


    1:54 “To me, hospitality is placemaking.”


    Links:

    Shout Outs:

    4:42 Hersha Hospitality Management

    6:56 Radio Kismet

    6:58 University of Pennsylvania Law School

    11:31 Damon Lawrence

    11:32 Homage

    14:16 ILC 

    14:50 Andrew Benioff

    19:23 Justin Chace

    19:39 Steve Siegel

    24:57 Small Giants by Bo Burlingham

    25:02 Ani DiFranco

    26:27 Daniel del Olmo 

    26:29 Sage

    27:15 Will Guidara 

    34:59 The Irish Cottage Inn

    37:35 1 Hotel

    39:13 Good Shepherd

    41:05 Chip Conley

    41:08 Modern Elder Academy


    Ways to Tune In: 

    Defining Hospitality Podcast
    enMarch 29, 2023
    hospitality
    hospitality design

    A Sense of Found - Dan Mazzarini - Episode # 098

    A Sense of Found - Dan Mazzarini - Episode # 098

    Today’s guest uses the spaces he creates to tell a story, all while re-imagining the visual landscape through stylish, spirited and sophisticated design. Currently, he is working on a diverse array of residential and commercial projects, including high profile hotels, restaurants, and retail. Please welcome to the show, Dan Mazzarini! Dan is the Owner and Creative Director at BHDM Design. He joins the host Dan Ryan to share his views on the hospitality industry and what it means to him. 

    Takeaways: 

    • Hospitality boils down to two key components; Anticipating the guests needs and exceeding their expectations. Without these being in place then it is not true hospitality you are delivering.
    • The longer that Dan has spent in the design field, the more he has realized that it is more of a service field. It’s all about the end user and the notion of trying to meet their needs while going above and beyond what they expect. 
    • While working at Ralph Lauren, Dan spent time helping people with their apartments on the weekends. During this time he discovered that not only does he like retail, but he was also enjoying the relationships with personal clients. 
    • One thing that holds people back from following their dreams is their fear. But if you think about the worst case scenario for starting your own business, it’s worth the risk to try and venture out on your own.
    • Don’t be afraid to ask for the better option or to underscore the importance or value of something that is authentic. This will help set you apart from the rest of the designers as no two people will have the same idea of authentic design.
    • It’s important to evolve your business as time goes on. Don’t be afraid to take a chance and work on a project that is unfamiliar to you as it can help you grow in a tremendous way.
    • Designers for hospitality are in the business of building spaces for people to come together and experience the physical environments around them.

    Quote of the Show:


    3:19 “I think [hospitality] is really about two small things. One is anticipating needs and the second is exceeding expectations.”

    Links:

    Shout Outs:

    1:21 The Virgin hotel

    1:22 Ritz Carlton

    1:34 Eventi Hotel

    5:51 Ralph Lauren

    6:32 Kramer Design

    6:35 Robin Kramer

    6:35 Philip Rosenswag

    7:30 Michael Kors

    7:47 Macy’s

    7:48 Bloomingdale’s

    10:05 Jennifer Lopez

    10:06 Water Work Studio

    10:10 Movado Watches

    10:12 Shiseido Cosmetics

    13:20 Trading Spaces

    13:24 HGTV

    13:47 The Lion

    15:43 Lord’s South Beach

    20:43 Brimfield Flea Market

    23:14 Wheel of Fortune

    42:19 the Brian Paul Hotel

    Ways to Tune In: 

    Defining Hospitality Podcast
    enMarch 22, 2023
    hospitality
    hospitality design

    An Ever Evolving Industry - Christina Zimmer - Episode # 097

    An Ever Evolving Industry - Christina Zimmer - Episode # 097

    Today’s guest is a valued member of the hospitality community with over 30 years of experience. She consistently composes and collaborates with world-class teams of architects and designers to execute unique and innovative hotel concepts. Please welcome to the show, Christina Zimmer. Christina is the Senior Vice President of Design at Highgate Hotels, and she joins the host Dan Ryan to share her views on hospitality and how it interacts with the world around us.

    Takeaways: 

    • According to the original definition from Webster’s dictionary, hospitality has always been about the experiences that you can give guests rather than the actual location or the food you provide them with.
    • Every now and then, it’s nice to get outside of your own environment and try working on different kinds of projects. It’s like a breath of fresh air and helps you to gain a new perspective on future projects you will have.
    • Culture plays an important role in hospitality. When you go to a unique place or another country, you can immerse yourself in the culture and really experience the place you are at.
    • The most fond memory that Christina has of her trip to Europe was her visit to the Louisiana Museum in Denmark. She holds this memory close to her because she went to that museum with her mother.
    • We all stand on the shoulders of those who have helped us reach our goals and be where we are today. It’s important to acknowledge this and respect those around you and be a positive leader yourself.
    • There is a certain sensibility to Danish design that permeates the entire Danish society, and this helped to lead Christina to discover her passion at an early age.
    • An interesting challenge facing hospitality now is how can you make furniture and design more sustainable for a modern age, while also being comfortable and welcoming.

    Quote of the Show:


    2:06 “It's not about just giving you a place to sleep and some food to eat. It's about much more than that. The original definition did come from the experiences that you would give to a guest. So it's much deeper than just meeting the basic needs.”

    Links:

    Shout Outs:

    7:17 Stonehill Taylor

    14:17 Guggenheim

    22:05 Turner

    22:58 Louisiana Museum in Denmark

    27:16 Paul Taylor

    34:39 Refinery Hotel in New York

    39:19 Tales of the City by 

    40:46 Waiting for Guffman

    41:35 Park Central San Francisco

    41:38 Hyatt

    42:28 Berman Faulk

    46:55 Kimpton

    47:05 MC Escher

    52:41 Hilton 

    52:41 Marriott

    Ways to Tune In: 

    Defining Hospitality Podcast
    enMarch 15, 2023
    design
    hospitality
    hospitality design

    Creating Welcoming Experiences - Gray Davis - Episode # 096

    Creating Welcoming Experiences - Gray Davis - Episode # 096

    Today’s guest is a 2022 Inductee into Interior Design Hall Of Fame,and he approaches design with 5 key elements; sustainability, technology, the client, timelessness and innovation. He pushes beyond the familiar to create buildings and interiors that are distinctive, imaginative and site specific. Please welcome to the show, Gray Davis! Gray is the Co-Owner & Co-Founder of Meyer Davis, Designer. Gray joins the host Dan Ryan to share his inspirations from the hospitality world and how he journeyed his way through this beautiful industry.

    Takeaways: 

    • Hospitality is all about the experiences for the guest. It allows the owner or operator of the hotel to be a storyteller and provide the guest with a unique experience that they won’t be able to receive elsewhere.
    • When you are designing a hotel, you want to make sure that it is a welcoming environment to the guest, and the best way to do this is by being a good listener. Think about the goals the brand or the client wants to achieve and use it as a guide. 
    • Typically, design firms are focused on one area but you can learn from every project you work on. This prevents people from being pigeonholed and allows a designer to see all the perspectives on different projects. 
    • If Gray could go back and see his younger self, the biggest piece of advice he would offer is to follow your passion. Through all the struggles that he faced, he wouldn’t change anything for the outcome he got.
    • At the end of the day, the design for a hotel should be something that puts a smile on someone’s face  or shines a light on something that they never knew or thought before. 
    • A great idea can come from anywhere and anyone on the team. It doesn’t matter what role they play, whoever has the best idea is the one that you should run with.

    Quote of the Show:


    3:24 “There's nothing more rewarding than completing a project, a hotel or resort, somewhere and then seeing how people experience it and react to it.”

    Links:


    Shout Outs:


    1:21 Will Meyer

    1:26 Cindy Allen

    1:27 Interior Design Magazine

    7:41 Dream Hotel in Nashville

    9:34 W Hotels

    10:25 Marriott

    15:18 Randy Gerber 

    15:20 Cindy Crawford

    21:11 Rich, Brilliant and Willing

    28:53 Stacy Shoemaker

    28:59 Nick Jones

    29:01 SoHo House

    33:56 David Brawley

    34:40 John Saladino

    35:03 Four Seasons

    35:43 Guacame Siegel

    35:50 Aero

    35:50 Bill Sofield

    35:51 Thomas O’Brien

    36:34 Raul’s in SoHo

    41:53 Red Sea Development Company


    Ways to Tune In: 

    Defining Hospitality Podcast
    enMarch 08, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Delivering Way Above Expectations - Scott Lee - Episode # 095

    Delivering Way Above Expectations - Scott Lee - Episode # 095

    Today’s guest is an entrepreneur and opportunist at heart. With over 30 years of experience in the hospitality industry, he has discovered his favorite part is “wowing” his clients. Please welcome to the show, Scott Lee! Scott is the President and Principal at SB Architects. Scott joins the host Dan Ryan to share his experiences from working on the architecture of a prison to where he is now. 

     

    Takeaways: 

    • Hospitality at its core is about truly experiencing the place you are staying at. Whether it’s going away on vacation or visiting a familiar place, a great hospitality experience is defined by coming home and sharing stories of what you experienced while away.
    • When you are looking to add people to your design firm, you want to strike the balance of getting like minded individuals as well as getting people that will help push the envelope in a positive way. 
    • Hiring people that are a cultural fit for your firm is a key component of doing interviews. If they aren’t a cultural fit, then don’t waste time looking at their drawings or design ideas as it will never work out right.
    • One way to keep employees motivated and committed to your company is to sell them a piece of the company. This way they behave like owners and take more responsibility and they will feel a sense of ownership and pride as the company grows.
    • New ideas can come from anybody at a company. There is no such thing as bad ideas so it’s a good idea to make your company feel like it’s an open environment where everyone is allowed to speak up and share ideas.
    • Some people consider luxury to be crown moldings or marble on marble or other extravagant trappings, but there is more of a shift over to focusing on the quality of the luxury you are receiving rather than the quantity of it.
    • Scott’s biggest advice to his younger self is to take risks and don’t be afraid to try something new. If you are waiting for that perfect time it might never come and life will pass you by, so jump in and take a chance. 

     

    Quote of the Show:

    2:22 “I think hospitality is going to a place and experiencing the place.”

     

    Links:


    Shout Outs:

     

    0:51 David Kennedy

    3:31 Hill Glazier Architects

    6:45 Rivana at Innovation Station

    7:00 Michael Hsu

    16:05 Don Sandy

    16:12 Sandy Babcock

    16:17 Ritz-Carlton

    25:59 Farmhouse Inn

     

    Ways to Tune In: 

    Defining Hospitality Podcast
    enMarch 01, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Pushing Design to the Next Level - Ethan Gabany - Episode # 094

    Pushing Design to the Next Level - Ethan Gabany - Episode # 094

    Today’s guest is a hotel project management expert with extensive experience leading the development, renovation, and repositioning of upscale hospitality assets. Please welcome to the show, Ethan Gabany! Ethan is the Senior Manager of Hospitality Project Management at CBRE. Ethan joins the host Dan Ryan to talk about his journey from pumping gas in a small rural town in Pennsylvania to where he is now. 

     

    Takeaways: 

    • Hospitality is all about meeting a guest's needs before they even realize that they have them. You want to be able to deliver a product or a service in that way with compassion and empathy. 
    • The first time you work with a client, you have to learn what makes them tick and the things that they enjoy and what they don’t like. This way when it is your second or third time working with them you’ll know exactly what they are looking for in a project. 
    • As a manager, it's your job to cut through the noise and distill it to the essence of what is nice to have and what is a must have while also having everyone feel comfortable enough to share their voice and be heard. 
    • When people go out to eat at a conference, they are now looking for restaurants that are designed with a unique aspect and are drifting away from the commercialized aspect that used to be popular. 
    • From a young age, Ethan was always the planner for the family vacations. He viewed vacations as escape from reality and when he and his family went on a trip to Philadelphia, a chance encounter with a cook helped him to find his passion. 
    • Ethan’s first job at 12 years was pumping gas for the gas station his dad had in a small town in Pennsylvania. Ethan found that he had an innate passion for human connection while doing this which eventually led to his career in hospitality.
    • Ethan has a passion for the more upscale projects as they tend to allow more creative freedom with their designers. 

     

    Quote of the Show:

    1:38  “I would define hospitality as meeting a guest's needs before they have even realized them themselves with compassion and empathy”. 


    Links:

     

    Shout Outs:

    10:55 Liam Neeson

    12:23 Ritz Carlton Philadelphia

    14:44 Cornell University

    14:47 Babson College 

    15:44 Omni Resort

    15:49 Rosewood

    18:39 Retina McCarthy

    18:53 Stephanie Robinson

    18:54 Brad Wellstead

    19:34 Ron Harrison

    19:35 Marriott

    20:18 Bill Walsh

    20:19 Viceroy Hotel Group

    22:34 ALIS Conference

    25:34 Bob Webster

    31:25 Meyer Davis

    32:45 Where You Go Is Not Who You’ll Be by Frank Burni

    32:51 New York Times

    35:51 Fairfield by Marriott

    38:59 Bonvoy

    43:25 Bennett Thomas

    43:40 Hersha Hospitality Trust


    Ways to Tune In: 

    Defining Hospitality Podcast
    enFebruary 22, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Assessing The Talent You Have - Ashli Johnson - Episode # 093

    Assessing The Talent You Have - Ashli Johnson - Episode # 093

    Today’s guest is committed to elevating communities and creating wealth through hospitality ownership and leadership. She is a recent recipient of the FIU Alumni Award, and a hospitality sharpshooter. Please welcome to the show, Ashli Johnson! Ashli is the ​​Executive Director of the Marriott Sorenson Center for Hospitality Leadership at Howard University. Ashli joins the host Dan Ryan to talk about how Howard University is shaking up the hospitality industry and working on getting more diversity in the c-suite level in hospitality.

     

    Takeaways: 

    • Hospitality can be viewed through two different parts that combine to make up the whole picture. The first part is the business of service and the second part is the heart and delivery of service. 
    • At Howard University, hospitality isn’t a major but the Marriott Sorenson Center allows students to explore what it takes to be a leader in the hospitality industry and create more diversity in the c-suite level of this industry.
    • The three main areas that Howard University wants to focus on is that they want their students to learn, understand and impact the hospitality, investment, real estate, and tech and innovation industries. 
    • As a society, we have to recognize our own personal bias and really focus on the talent that is fit to lead. We need to stop looking at who we are connected with and rather focus on the merits and what people bring to the table.
    • When you are working for an organization, there is a layer of sponsorship that helps you to become aware of positions that are opening up in the company. Having someone work on your behalf to talk about you positively is always a good thing to have.
    • Having someone be your sponsor doesn’t have to be a formal position. It can be something as simple as offering some help to a younger person who is looking to grow within the company.
    • Growing up with a father who was a Marine Corps Officer, Ashli traveled often and found her passion for hospitality when she was the one in charge of deciding which hotels they would stay at on road trips, or places they would eat, or houses they would move to.

     

    Quote of the Show:

    2:05 Hospitality to me is two parts. Hospitality is most certainly the business of service and it's also the heart and the delivery of service.”

     

    Links:

     

    Shout Outs:

    1:11 Damon Lawrence 

    1:13 Homage Hospitality

    1:38 Arne Sorenson

    8:26 Independent Lodging Conference

    26:15 Lowe’s

    29:20 Ray Bennett


    Ways to Tune In: 

    Defining Hospitality Podcast
    enFebruary 15, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Enriching Lives - Daniel del Olmo - Episode # 092

    Enriching Lives - Daniel del Olmo - Episode # 092

    Today’s guest is a leader and motivator who champions involvement. He is an innovative problem solver and has a progressive record of achievements with significant experience in global business strategy. Daniel del Olmo is the President of Hotels and Restaurants at Sage Hospitality Group. Daniel joins the host Dan Ryan to share his views on the hospitality industry and talks about how enriching lives can lead to a better experience for everyone.

     

    Takeaways: 

    • The true purpose of hospitality is to enrich the lives of the guests, associates and the communities that you serve. You want to have a positive impact on the people who are coming into your restaurant or your hotel, and without having that impact then hospitality truly can’t be reached.
    • There’s no way to get a better sense of how your culture is thriving within your company than spending time with your team. Take the time to sit down and hear what members of your team are saying and see what you can do to help them.
    • There is a misconception that you need to have worked in operations or previously worked as a general manager at a hotel to be promoted to being a general manager. You could be in almost any position to be promoted to a general manager as long as you show the skills and determination to do the job right.
    • Many people have heard of having a work/life balance, but there is also work/life presence. This is a newer mindset where instead of focusing on how many hours someone works, you focus on what they do in those hours and what work they get done.
    • Providing competitive benefits and having a positive reputation with your employees is a great way to attract more people to work with you, and it will help you retain employees as well.
    • There is a tangible energy with a company that is creating a positive culture and that energy will bring the right people to your company. 
    • As a leader, it’s important to have each member of your team contribute to the greater good and have everyone on the same page to achieve the same company goal. You want people to feel like they belong to something so special in the making.

     

    Quote of the Show:

    1:41 “Hospitality then for me is really about enriching lives.”

     

    Links:


    Shout Outs:

    0:32 Independent Lodging Congress

    0:48 The Americas Lodging Investment Summit (ALIS)

    23:10 Danny Meyer

    32:02 Small Giants by Bo Burlingham

    45:02 Fred Reichheld

    46:22 Net Promoter Score

    47:14 Winning on Purpose by Fred Reichheld

     

    Ways to Tune In: 

    Defining Hospitality Podcast
    enFebruary 08, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Having Caring DNA - Keith Pierce - Episode # 091

    Having Caring DNA - Keith Pierce - Episode # 091

    Today’s guest found his passion for hospitality at a young age. He is a results driven global hospitality executive with extensive operational and development experience, as well as being a passionate, driven leader with a no-nonsense approach. Keith Pierce is the EVP, President Franchise & Development at Sonesta. Keith joins the host Dan Ryan to share his viewpoints on the benefits of franchising a hotel and Sonesta’s unbelievable climb to being the 8th largest hotel in the United States.

     

    Takeaways: 

    • At its core, hospitality is the business of caring. This means that you care for your employees, your guests, the development team and the community. Without that sense of caring it will be hard for your hotel to be genuine. 
    • During the pandemic, Sonesta managed to create a truly remarkable feat by growing from just 50 hotels to over 1200 hotels that they own or operate. This growth happened when the reit that owned 300 hotels elected to take hotels from the brand they currently had and put them into the Sonesta brand.
    • In 2019 the hospitality industry was thriving and seeing the best business it had seen in 40 years, but once 2020 came along that brought the industry down to the lowest it has ever been in 40 years. 
    • Sonesta today has a franchise model, a management model and an ownership structure, all which are unique for the Sonesta brand.
    • Having a culture of caring for your franchisees helps to sway independent hotels in the decision of who they want to partner with. 
    • Sonesta Hotels acts as an owner and operator of a franchisee which helps to provide a comfort level to their franchisees.
    • Creating a level of caring and a good culture at a company starts with hiring the right people and having everyone work in the office together. This will help to make sure that everyone has the same goal in mind and works together well.

     

    Quote of the Show:

    1:19 “I define hospitality as the business of caring.”

     

    Links:

     

    Shout Outs:

    0:33 Marriott Desert Ridge

    3:26 John Murray

    3:33 SVC

    4:27 Adam Portnoy and the Portnoy Family

    4:44 Marriott

    4:45 IHG

    4:47 Wyndham 

    4:48 Radison

    7:15 Candlewood

    7:20 Residence Inn

    7:55 Redline Hotel Company

    11:48 MIT

    31:55 Lodging Hospitality

    32:01 New York Hotel Show

    32:07 Mandarin Oriental 

    32:09 Time Warner Center

    33:05 Waldorf Astoria

    33:30 Hawthorne Suites

    33:32 Joe McInerney

     

    Ways to Tune In: 

    Defining Hospitality Podcast
    enFebruary 01, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Hospitality Influences Everything - Alex Lopatynsky - Episode # 090

    Hospitality Influences Everything - Alex Lopatynsky - Episode # 090

    Today’s guest is passionate about the design of communities, spaces, and experiences that connect people. She is an architect, innovator, and culture advocate. Alex Lopatynsky is a Principal & The Managing Director of the NY Office at Cooper Carry. Alex joins the host Dan Ryan to talk about her views on hospitality and what it all means to her.

     

    Takeaways: 

    • Hospitality doesn’t necessarily have to be about the place itself where you are staying. It’s more about the feeling you receive from the employees and the feeling the room gives you when you arrive. 
    • Even at the smallest of spaces, or minimally designed spaces, as long as you are welcoming people as if you are welcoming them to your home then it will be a memorable experience.
    • The hospitality industry has been a big influence on many aspects, not just hotels. Nowadays, a business will look at gathering spaces for their employees or design rooms in a certain way to make people feel welcome.
    • Culture and hospitality have interconnecting points where they interact with each other. Culture is looked at as the human element and hospitality can bring everyone together.
    • Our best work and best collaboration is often done in person. Humans by nature are social creatures and there are great opportunities to enhance an idea of design when talking with a co-worker or friend.
    • There is a lot of value in having people come to the office. It allows for people to interact with each other and feel connected to everyone around them.
    • Everyone brings a unique perspective to solving issues within the hospitality industry, which allows the industry to expand with new ideas. 

     

    Quote of the Show:

    1:27 “Hospitality is less about, in my mind, the physical place, but it's the emotional feeling you experience from entering it.”

     

    Links:

     

    Shout Outs:

    3:37 Graffiti

    3:41 Jehangir Mehta

    17:29 Stephanie Hopkins

    17:30 Marriott

    31:36 Julia Cosencos

    31:42 Ribas

    25:15 George Sawiki

    25:54 Ukrainian Scout Organization

    35:24 Sawiki Tarella

     

    Ways to Tune In: 

     

    Defining Hospitality Podcast
    enJanuary 25, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Flipping the Script - Stephanie Hopkins - Episode # 089

    Flipping the Script - Stephanie Hopkins - Episode # 089

    Today’s guest loves helping create spaces and experiences where people will make lasting memories. With hospitality being engrained in her soul, she is ready to see it make a comeback. Stephanie Hopkins is the Senior Interior Design Manager at Marriott International. Stephanie joins the host Dan Ryan to talk about her journey in this beautiful industry and how she sees hospitality through her eyes. 

     

    Takeaways: 

    • Hospitality is more about the overall experience that you get and experiencing everything there is to offer. 
    • Growing up in Texas, Stephanie’s mom was the example she had for what hospitality really is because she was always entertaining and providing a welcoming environment for friends and family. 
    • Stephanie spent time working in London and New York doing interior design, and that is where she discovered her passion for hospitality and design. 
    • Working with an independent hotel and boutique hotels will help you to learn how to think on your feet and find solutions to unique problems.
    • 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.
    • Not every brand or hotel is for every person. You want to build a hotel and think about the customers that you are trying to attract without also confusing the design of the brand for other hotel designs. 
    • Through the pandemic, a lot of people developed a longing for travel as that was taken away from them. People are now wanting to go out and experience new places and see beautiful hotels. 

     

    Quote of the Show:

    3:56 ​​ “What hospitality means to me it's more of that kind of that overall experience, kind of that 360 degree view.”


    Links:

     

    Shout Outs:

    1:10 Kristen Conry

    1:16 Marriott

    2:04 BDYN

    7:20 Tony Chi

    7:58 Chip Conley

    9:19 Bridgeton

    10:58 Journey East Hampton

    11:14 Atit Jariwala

    18:25 Johnny Marsh

    24:38 Oswaldo Barrios

    25:00 Arnie Sorenson

    25:17 Hilton

    25:18 Accor

    27:55 Edition

    31:36 Kelsey Linz

    31:51 Reggio Emilia

    40:06 Mindclick

    41:30 JoAnna Abrams

    46:36 Airstream

    47:40 Mattel Rancho

    48:33 Bunkhouse

    48:37 Liz Lambert

    48:53 McGuire Lambert Hospitality

     

    Ways to Tune In: 

     

    Defining Hospitality Podcast
    enJanuary 18, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    All the World’s A Stage - Bridget Rooks - Episode # 088

    All the World’s A Stage - Bridget Rooks - Episode # 088

    Today’s guest is an accidental hospitality leader. She has been in the hospitality industry for more than a decade and half, all while managing the ongoing renovation work across the growing portfolio for the 8th largest hotel company in the US. Bridget Rooks is the Senior Director, Renovation and Capital Projects at Sonesta Hotels. Bridget joins the host Dan Ryan to share her journey through the hospitality industry and how her playwriting skills have influenced  her views on hospitality. 

     

    Takeaways: 

    • Hospitality is like a warm welcome to a guest. You are ready to greet the guest and meet any needs they have for their occasions, all while being prepared to exceed those expectations. 
    • For customer renovations, think of your design narrative as your thesis statement or elevator pitch. The stakeholders are a part of this process so don’t forget to include them as well. 
    • Don’t be afraid to say that you don’t know the answer to something. You will never get the right answer or learn how to properly do something if you aren’t vulnerable and ask questions.
    • In order to make your work process better, it’s important to learn from past experiences. You can look back and see what you could do differently and make the process run better. 
    • Getting feedback from the development team is important for making sure that a design is going in the right direction. This will help guide you toward what the client had in mind and what else might need to be included. 
    • The needs for clients and guests will vary between the quality of a hotel. For example, an upscale hotel would have different needs than an upper upscale hotel.
    • You won’t be able to respond to what each guest says that can be improved in a hotel. But it’s still important to try and balance all of them and hear what guests are saying and improve the hotel in the best way possible for everyone.

     

    Quote of the Show:

    2:22 “I would define hospitality as a warm welcome” - Bridget Rooks

     

    Links:

     

    Shout Outs:

    1:23 Brian Quinn

    6:40 Trader Joe’s

    7:03 Benjamin West

    7:33 Toby Nudelman

    8:45 Vicky Smith

    37:18 Sonesta Select Prototype Hotel

    37:20 Foxboro, MA

    37:50 DLR Group

     

    Ways to Tune In: 


    Defining Hospitality Podcast
    enJanuary 11, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Both Sides of the Coin - Chris McDonough - Episode # 087

    Both Sides of the Coin - Chris McDonough - Episode # 087

    Today’s guest is accredited by the American Institute of Architects, LEED AP, and certified with the National Council of Architecture Registration Boards. He also has over 25 years of experience with award winning projects around the world. Chris McDonough is the Principal at The Gettys Group Companies. Chris joins the host Dan Ryan to share his journey through the hospitality industry and what it all means to him. 

     

    Takeaways: 

    • Every design has a story behind it and it can transport you to a different mindset when you are there. That is part of the beauty of hospitality.
    • Hospitality can be a form of escape from the daily lives that everyone lives. Oftentimes a change in scenery or design can really change a person's perspective or outlook.
    • Interior Architecture is a marriage between interior design and architecture. Combining both of these creates a very successful process for designing a unique space. 
    • Not only does a space need to be beautiful, but it needs to function and work well. If it doesn’t meet both of these standards, then the space will remain empty and unused, leaving you frustrated.
    • When you are building a hotel, you have the freedom to test it against the market knowledge and see what works as a design aspect and what doesn’t work.
    • You want to create a space that makes guests want to come back and tell others about the amazing experience that they had and how much they loved it.
    • When it comes to building a brand or a soft branded hotel, you want to narrow what your demographic is and if you focus on catering to the small group of people who will always return, then you will have created raving fans.

     

    Quote of the Show:

    3:05 “My heart’s really in hospitality mostly because of the feeling you get or the feeling that we want to give to guests and people that are experiencing the spaces we design.”

     

    Links:

     

    Shout Outs:

    0:42 Wilco

    9:58 University of Illinois

    10:07 Chicago Cubs

    10:08 Chicago White Sox

    10:46 Admirals Club

    10:45 San Francisco International Airport

    10:51 Joe DiMaggio

    17:54 Hotel of Tomorrow

    18:41 John Lasseter

    24:41 The Farnham in Omaha

    25:34 Curio

    27:25 Roger

    27:25 Andrew

    27:26 Ron

    34:34 Leveque Tower

    34:57 Empire State Building

    35:09 Roger Hill

    35:32 Hotel Verdant

    53:52 BDNY

     

    Ways to Tune In: 

    Defining Hospitality Podcast
    enJanuary 04, 2023
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Finding Curiosity - Ron Lovett - Episode # 086

    Finding Curiosity - Ron Lovett - Episode # 086

    Today’s guest is an entrepreneur and leader with a passion for change. He’s the host of the podcast “Scaling Culture” and the author of a couple of books - Outrageous Empowerment & Scaling Culture. Ron Lovett is the Founder and Chief Community Officer at VIDA. Ron joins the host Dan Ryan to share his hospitality journey and what it all means to him.

     

    Takeaways: 

    • When you are looking at building your business, you want to cut 10% of the company out and own 70% of that 10% that you saved for yourself. 
    • If you break down great customer service, it comes down to the ability to care for those around you and put yourself in their shoes.
    • If you are adding new members to your team, consider trying to find out how they would react to something in the real world. This way you can see who they are as a person instead of just hiring someone because they smile and seem nice.
    • You can’t teach empathy as a skill. It’s something that you are either born with or you won’t be able to learn the skill.
    • Having core values as a company is incredibly important as they are your guiding light, but when it comes to interviews you don’t need to screen potential hires based on your core values. Instead you can screen for other factors.
    • During difficult times, it’s important to look at the things that are going right and try to brighten your current viewpoint. 
    • When you design a new space, you want to create a sense of community and belonging for everyone that lives there. 

     

    Quote of the Show:

    10:41 “If you think what attribute drives excellent customer service,it's the ability to care for those around you to put yourself in someone else's shoes.”

     

    Links:

     

    Shout Outs:

    1:29 MIT

    4:12 Verne Harnish

    6:35 Uncommon Service by Frances Frei

    10:34 John DiJulius

    11:36 Danny Meyer

    11:41 Setting the Table by Danny Meyer

    12:11 Ashley Goodall

    12:15 Marcus Buckington

    14:17 Southwest Airlines

    30:46 Joyful by Ingrid Fetell Lee

    26:49 Jay-Z

    37:19 Nicole Kidman

    43:51 Jack Daily

     

    Ways to Tune In: 

    Defining Hospitality Podcast
    enDecember 28, 2022
    interior design
    hotel
    hotels
    custom furniture
    hospitality

    Insatiable Curiosity - Valentina Castellon - Episode # 085

    Insatiable Curiosity - Valentina Castellon - Episode # 085

    Today’s guest is an interior designer with a focus on and passionate about hospitality design. Valentina Castellon is the Principal and National Hospitality Design Leader at DLR Group based in Minneapolis. She enjoys seeing a project work its way from birth to completion. Valentina was also a Boutique 18 Inductee in 2020. Valentina joins the host Dan Ryan to share her journey and thoughts about the hospitality industry in the built environment.

     

    Takeaways: 

    • Hospitality is all about opening up your home and yourself to provide a memorable experience for anyone who stays with you. 
    • The hospitality industry is not for everyone, as it requires long hours and a lot of attention to detail, but the people who stay are bit by the “hospitality bug” and want to bring great designs to other people's lives. 
    • Whenever you think about hotel design, it might look pretty but there is a deeper meaning to it. Not only is the design aspect important, but it needs to serve a functional purpose as well
    • Working in a  collaborative process allows you to get voices from multiple different avenues. This can help point you in the right direction for a design or give you more data points for what works and what doesn’t.
    • When working on designs for different companies or spaces, you don’t want to stay stagnant. You want your designs to be different and unique to the point that people will be asking who designed rather than it being the same design over and over again.
    • When you have an influx of demand, you have to think about the three C’s for your company; Your capacity to do the project, if it’s a creative fit for your company and if you like working with the clients.
    • Hospitality is a space that is meant to be shared and enjoyed by others. It allows you to reach people and their feelings all over the world and not just one particular area or group.

     

    Quote of the Show:

    1:15 “Hospitality for me is…this idea of really opening yourself up and catering to other people.”


    Links:


    Shout Outs:

    5:17 Staci Patton

    17:34 Dream Hotel Group

    17:40 Hyatt

    28:37 Bricklle, Miami

     

    Ways to Tune In: 

    Defining Hospitality Podcast
    enDecember 21, 2022
    interior design
    hotel
    hotels
    custom furniture
    hospitality
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