Defining Hospitality

This week, Dan Ryan sits down with John O'Sullivan, hospitality executive, published poet, painter, and Regional Vice President & General Manager at Four Seasons Resort Punta Mita, to make the case that great hospitality isn't a service standard, it's a soul practice. A GM at just 25 who started peeling potatoes in a small Irish hotel at 12, John has spent over three decades opening and leading luxury properties across seven countries, building a career on the radical belief that belonging is borderless, failure is just success in progress, and heart intelligence will always outperform artificial intelligence.About the Guest: On this episode, Dan Ryan sits down with John O'Sullivan, Regional Vice President and General Manager at Four Seasons Resort Punta Mita in Mexico. With 31 years at Four Seasons and properties across Cairo, Bali, Jakarta, and beyond, John has spent his career quietly proving that the most powerful management tool isn't a system, it's sincerity. When he's not leading a team of more than 1,000 warriors, he's painting, publishing poetry, or stealing cookies from his director of rooms' office. He moves through the world the same way he runs his hotel, with curiosity, warmth, and zero interest in being the most important person in the room.Chapters:00:35 Meet John O Sullivan02:25 Defining Hospitality And Belonging03:06 From Ireland To GM At 2504:18 Making Room For Others10:30 Mentors And Ripple Effects16:22 Travel Memories And Magic Details20:56 Why Punta Mita Wins26:21 Creativity Process And Failure34:02 Potato Peeler Origins34:34 Curiosity Becomes Calling37:06 Heart Intelligence Hospitality38:13 Creativity Fuels Positivity39:14 Recharging Through Adventure41:56 Fun as Leadership42:56 Vulnerability and Forgiveness47:46 Egypt Opening Hope Story54:33 Future of Authentic LuxuryQuote of the Show:"Hospitality is the almost sacred act of seeing another human being and saying, without words, that you authentically belong here." - John O’SullivanBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/john-o-sullivan-6719551/ Guests Website: https://www.fourseasons.com/puntamita/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydan

This week, Dan Ryan sits down with David Shove-Brown, architect, design leader, educator, and partner at //3877, to make the case that the most powerful thing you can put on your business card isn't a title, it's a philosophy. A firm co-founder who launched his practice in the middle of a recession with a newborn at home and a best friend from college as his only business partner, David has spent 15 years proving that relationships aren't a strategy, they're the whole game. David isn't just building great spaces. He's building a firm, a community, and a life worth writing about.About the Guest: On this episode, Dan Ryan sits down with David Shove-Brown, partner at //3877, an architecture and design firm based in DC and New York. David has spent 15 years building a practice and a reputation, on the belief that relationships come before business. Whether he's mentoring students at trade shows, swapping proposals with competitors, or just holding the door for a stranger, he moves through the world the same way he runs his firm, like every person in the room matters.Chapters:00:51 Meet David02:04 NEWH Mentorship Moment03:53 Defining Hospitality04:43 Community Over Competition08:46 Networking Roots and Values13:01 Relationship Building That Lasts17:45 Balance Family and Firm27:24 Design in the Public Interest31:18 Losing a Mentor32:46 Succession and Letting Go33:56 Mentoring Through Mistakes36:19 How to Find Mentors38:01 Learning From Students40:11 Community and Collisions42:25 Craving Certainty Forward48:25 Startup Stories and Growth50:07 Looking Ahead and WrapQuote of the Show: "Networking always had this underlying idea of sales, we flipped it. For us, it's really relationship building." - David Shove-BrownBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ David’s LinkedIn: https://www.linkedin.com/in/dsb3877/ David’s Company’s Website: https://www.3877.design/ Dan Ryan’s LinkedIn: https://www.linkedin.com/in/thedailydanryan/🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

This week, Dan Ryan sits down with Christine McGinnis, Director of Design at Wave Design Consultants, to make the case that the most powerful tool a designer can carry isn't a software subscription or a portfolio, it's a passport and a willingness to ask why. A Canadian kid who got locked in a Tiffany's display window in Hong Kong and never really looked back, Christine has spent over two decades designing across Asia, North America, and now the Canary Islands, chasing a single throughline openness. From restoring a termite-eaten 19th century Bangkok landmark to drawing her first full set of plans in Spanish, she isn't just designing spaces, she's designing a life.About the Guest: On this episode, Dan Ryan sits down with Christine McGinnis, Director of Design at Wave Design Consultants, a Canadian born, world traveling hospitality designer who logged her first miles in the Starwood design lab before most people knew that lab existed. Christine has spent 20 plus years designing hotels and restaurants across Asia, Europe, and Africa not by following the work, but by following the question. And the question, in her case, is always the same one… why?Chapters:00:38 Meet Christine McGinnis01:15 Journey Westward03:15 Early Career Plans04:09 Generations And Nomads05:46 Starwood Innovation Lab14:31 Openness Defines Hospitality20:38 Spain Projects And Asking Why26:03 Design Fatigue and Surprise27:26 Waldorf Respite After 9/1129:13 Hospitality Alchemy From the Heart30:30 Design vs Service That Brings Guests Back31:32 Aloft Seminyak Bali Success33:48 Being Present Wherever You Land35:31 Just Go Travel Advice39:48 Resurgence of Analog ConnectionQuote of the Show:"People come to your joint once for the design, but they come back for the service and how you made them feel." - Christine McGinnisBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Christine’s LinkedIn: https://www.linkedin.com/in/christinemcginnis/ Wave Design’s Website: https://www.wave.global/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 <a href="https:/

This week, Dan Ryan sits down with Genna Panagopoulos, Vice President of Development at Minor Hotels, to make the case that the most exciting real estate play in hospitality right now isn't in Asia or Europe, it's right here in America. A restaurant kid from Detroit who fell in love with hotels, Genna is the one handed the keys to a 640 property global giant's entire North American future, armed with 12 brands, a freshly built franchise model, and a philosophy that deals only work when everyone at the table wins. One NH Collection in Manhattan down. Twenty four more to go.About the Guest: Genna Panagopoulos, VP of Development at Minor Hotels, a Greek American, raised in the restaurant business by an immigrant father who treated every customer like family, who somehow ended up being the person responsible for introducing one of the world's largest hotel companies to the United States. With over 15 years spanning hotel investment, brand strategy, and development at the likes of Davidson Hotels and IHG, Genna isn't just opening doors in new markets. She's the one deciding which doors are worth knocking on in the first place.Chapters:00:35 Meet Genna Panagopoulos02:10 Greek Roots and Philoxenia05:43 From Restaurants to Hotels07:03 Minor Brands and Luxury Resorts09:50 US Growth Model and Deal Flexibility12:02 Target Markets and Investor Mindset15:13 Financing and Conversion Strategy20:12 Service Culture and Scaling Luxury27:26 Uniqueness Over Scale28:50 Early Growth Bottlenecks29:30 Portfolio Deals and Marketing30:30 New Brand or Collections32:11 Lessons From US Expansion34:10 Where Deals Are Happening36:09 Choosing the Right Partners38:58 Deal Terms and Key Money42:48 Future Vision and Wrap UpQuote of the Show:“We're not here to make money right now. We're here to plant our flags and build brand awareness." - Genna PanagopoulosBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Minor Hotels is introducing the legendary Anantara and Wolseley brands to North America: learn more about the company's strategy and ambitions!!Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Genna’s LinkedIn: https://www.linkedin.com/in/genna-panagopoulos-726a7525/ Minor Hotels Website: https://www.minorhotels.com/en Dan Ryan LinkedIn: https://www.link

This week, Dan Ryan sits down with Tanya Pratt, Global VP of Strategy and Product Management at Oracle Hospitality, to prove that the most powerful upgrade a hotel can make isn't to its lobby, it's to its data. A front desk girl turned tech executive, Tanya unpacks how Oracle is collapsing decades of fragmented systems into one seamless guest experience, why cloud adoption exploded the moment hotels ran out of people, and what happened during an 18-hour outage at 3am that changed the entire trajectory of her career. The promise of hospitality has always been human. The technology is finally catching up. About the Guest:This week, Dan Ryan sits down with Tanya Pratt, Global VP of Strategy and Product Management at Oracle Hospitality, a self described nerdy science kid who accidentally fell in love with a front desk and never really left. Thirty years later, she's the one making sure the technology behind hospitality is finally as seamless as the experience is supposed to feel. Forged at Fairmont, recognized as one of the top 25 extraordinary minds in the industry, and fluent in both boardrooms and lobbies, Tanya isn't just building better software. She's keeping the promise. Chapters:00:35 Meet Tanya Pratt01:27 Hearing Your Own Story03:20 Hospitality Is a Promise04:44 Tech Removes Friction08:14 Unified Data at Check In12:29 Hospitality Tech 10116:08 One Guest One Profile19:18 ROI and Why Hotels Lag30:20 Tech Enables Hospitality31:36 Finding Your Calling33:13 Front Desk To VP34:56 Advice For 18 Year Olds36:01 Grit In Instant Age39:03 Human Skills Matter41:27 Untangling Tech Spaghetti45:11 Crucible Command Center56:22 Future Of Hospitality TechQuote of the Show:"Hospitality is a promise. It's a promise that's made and kept a thousand times in small moments." - Tanya PrattBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Tanya’s LinkedIn: https://www.linkedin.com/in/pratttanya/ Oracle Website: https://www.oracle.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.be

This week, Dan Ryan sits down with Larah Moravek, founding partner at Dutch East Design, to make the case that the most powerful thing a designer can bring to a project isn't a mood board, it's a story. Larah pulls back the curtain on how Dutch East blends interior design and branding under one roof, turning narrative driven frameworks into spaces that feel inevitable. With real stories from the ground including the adaptive reuse of a Marcel Breuer brutalist landmark into Hotel Marcel, the first passive house certified hotel in North America, and the Tapestry Chattanooga, a former bank building brought back to life, this episode proves that when magic and precision are working together, the constraint becomes the design. 🏠About the Guest: Larah Moravek is a founding partner at Dutch East Design, a hospitality focused studio offering both interior design and branding under one roof. With a career shaped by two of the most iconic firms in the industry, Clodagh Design and Yabu Pushelberg, Larah brings a rare combination of instinct and rigor to every project she touches. Rooted in the belief that built environments have the power to create lasting emotional experiences, she and her partner Dieter lead a small but mighty studio known for their dense documentation, narrative driven approach, and a body of work spanning adaptive reuse, independent hotels, and licensed product collections.Chapters:00:45 Meet Larah Moravek01:15 Friendship and Dutch East Origins03:58 What Hospitality Means07:08 Clodagh to Yabu Mentorship08:49 Branding as Decision Tool13:37 Stewardship and Adaptive Reuse24:04 Functional Brief and Hard Questions27:54 Science as Magic28:03 From Med School to Interiors30:03 New York Design Path30:47 Yabu Pushelberg Rigor32:19 Burnout and Solo Asia Reset34:41 Building a Team Culture37:43 Sustainability in Hospitality44:33 Licensing and Product Lines47:59 Future Plans and Wrap UpQuote of the Show:"Sometimes you need more structure to be more creative. And I think some of the most beautiful and inspiring solutions come out of restriction." - Larah MoravekBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Larah’s LinkedIn: https://www.linkedin.com/in/larah-v-moravek-0b714044/ Dutch East Design Website: https://www.dutcheastdesign.com/Dan Ryan LinkedIn: <a

This Earth Day, Dan Ryan welcomes back JoAnna Abrams, founder and CEO of MindClick, to make the case that sustainability isn't just good for the planet, it's good for business. JoAnna reveals how MindClick's product intelligence platform transforms the sustainability data already hiding in hotel FF&E purchases into a competitive weapon, winning corporate travel contracts, boosting sustainability ratings, and growing real revenue. With stories from the ground, including Hyatt Centric Fisherman's Wharf, and eye-opening stats on what ditching polystyrene packaging actually means for waste, this episode proves that going green and going profitable are finally pointing in the same direction. 🌍About the Guest:JoAnna Abrams is the founder and CEO of MindClick, a product intelligence platform helping hospitality companies unlock sustainability data across their supply chains. A multi-award winning trailblazer at the intersection of sustainability, supply chain, and finance, she has been recognized by Lodging Magazine as a female industry innovator, named a 2026 Inc. 500 Female Founders honoree, and selected for both the Cambridge Institute for Sustainability Leadership and the Imagine Program funded by former Unilever CEO Paul Polman.Chapters:00:46 Welcome JoAnna Abrams02:00 Defining Hospitality Revisited05:00 The ROI of Sustainability07:30 EU Regulation Driving Corporate Demand11:00 How Hotels Win Corporate Business with Sustainability14:00 MindClick and Green Key Global16:00 The Alo Index Platform Explained19:00 Revenue Impact: 7–17% Market Share Increase22:00 Training Sales Teams to Tell the Story25:00 A Riskless Path for Hotel Owners28:00 Connecting Guests and Frontline Staff31:00 The Huntington Hotel Case Study36:00 Polystyrene Elimination: The Numbers40:00 Embodied Carbon and FF&E's Outsized Impact44:00 What Hotels Can Control47:00 Asset Value, Appraisals, and Resilience50:00 Inc. 500, Cambridge, and the Road Ahead52:00 How to Connect with MindClickQuote of the Show:"Today's suppliers need to understand that they're no longer just selling a product. They're selling a product with a story." - JoAnna AbramsBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ JoAnna Abrams’s LinkedIn: https://www.linkedin.com/in/joannaabrams/ MindClick: https://www.mindclick.com/ <

In this episode of Defining Hospitality, Dan Ryan sits down with Walter Peseski, Senior Vice President of Asset Management at Garfield Public Private, to explore the often misunderstood world of hotel asset management and public private partnerships. Sponsored by BERMANFALK, this discussion uncovers how cities, universities, and hospitals are leveraging creative financing structures to build hotels that serve as economic catalysts for entire communities.About the Guest:Walter Peseski is the Senior Vice President of Asset Management at Garfield Public Private, a firm specializing in public private partnerships for hotels, convention centers, and cultural infrastructure. With over 20 years of experience in hotel operations and asset management, Walter has built a career bridging the gap between public entities and private developers to bring transformative hospitality projects to life. An adjunct professor at Dallas Baptist University and contributor to Hotels Magazine, Walter is passionate about educating the next generation on the full scope of opportunity that exists within the hospitality industry that goes far beyond the front desk.Chapters:01:00  Introducing Walter Peseski02:00 What Does Hospitality Mean to You?03:00 The Valentine's Day Server Story05:00 When Was the Last Time Service Was Memorable?06:00 What Makes Garfield Public Private Unique?09:00 The Role of Asset Management vs. Hotel Management Companies13:00 How Ownership Groups Get Involved15:00 When Does Third Party Asset Management Make Sense?17:00 Hotels Are a Different Beast Than Multifamily19:00 Navigating Brand Standards & CapEx21:00 Hilton's Carrot and Stick Fee Structure23:00 Downscaling Brands & the "Under Demolished" Theory27:00 Blind Spots Small Operators Miss29:00 The F&B Double Edged Sword33:00 When Brand Standards Become a Straitjacket34:00 What Makes a Good Deal vs. a Great Deal in Public Private36:00 Why Cities Invest in Hotels38:00 Where Garfield Is Seeing the Most Opportunity39:00 How Cities Finance These Projects With Bonds42:00 The Sweet Spot: Upscale to Upper Upscale43:00 Why Walter Started Teaching45:00 Career Advice for Anyone Entering Hospitality49:00 What Walter Is Most Excited About51:00 How to Connect With Walter & OutroQuote of the Show:"It's not how fast can we increase the value of this hotel and flip it. It's how can this hotel contribute to the community." - Walter PeseskiBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 S

In this episode of Defining Hospitality, Dan Ryan sits down with Ed Bakos, CEO of Champalimaud Design, to explore the evolving dimensions of hospitality in the design world. Sponsored by BERMANFALK, this discussion uncovers how the nuances of design, from emotional exchanges to anticipating guest needs, define luxury and authenticity in the hospitality industry today.About the Guest:Ed Bakos is the CEO of Champalimaud Design, a New York-based firm renowned for its innovative approach to hospitality design. With over 30 years of experience, Ed has continually pushed the boundaries of what luxury and hospitality can achieve through strategic and emotionally resonant design. His commitment to fostering talented teams and creating memorable experiences makes his work a benchmark in the industry.Chapters:00:46 Welcome Ed Bakos02:12 What Hospitality Means04:04 Early Career Origins07:30 First W Hotel Breakthrough11:07 Heavenly Bed Innovation14:13 Alexandra Legacy18:31 Mosaic Team Culture24:49 Flat Hierarchy Best Ideas27:20 Project Example Clarity28:29 Ideas From Anywhere29:10 Designing Anticipated Needs31:23 Service Defines Luxury32:44 Turning Constraints Into Magic34:59 Building A Creative Culture37:02 Managing Creative Anxiety40:47 Choosing The Right Clients44:29 Aviation Passion And Purpose49:08 Flying The C47 Across Atlantic50:58 Remembering History And ClosingQuote of the Show:"Design is a relationship between different things. Why do certain combinations of things provide us with more satisfaction? Certain combinations in certain settings are… highly successful and can be highly successful." - Ed BakosBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ BERMANFALK: https://www.bermanfalk.com/ Ed Bakos LinkedIn: https://www.linkedin.com/in/edmond-bakos-62102014/   Champalimaud Design: https://www.champalimaud.design/  Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ Tags:#DefiningHospitality #HospitalityDesign #HotelDesign #GuestExperience #DesignAnticipation #HotelInnovation

In this episode of Defining Hospitality, Dan Ryan sits down with Thomas Oh, Co-Founder & General Manager of Perilla Korean American Steakhouse, and Daphne Shin, Founder & Principal Designer of the Ruimte, two passionate creators working at the intersection of culture, cuisine, and design. Sponsored by BERMANFALK, the episode delves into the unique approach Thomas and Daphne take to blend Korean cultural elements into their business ventures in Chicago.About the Guests:Thomas Oh is the co-founder and director of operations at Perilla Korean American Steakhouse. With a mission to introduce Korean culture through dining experiences, Thomas highlights the seamless integration of Korean and American culinary elements at Perilla.Daphne Shin is the founder and principal designer of the Ruimte, an interior design firm. Through her design work at L7 Hotel, Daphne strives to create environments where every guest, regardless of background, feels at home.Chapters:02:26 Defining Hospitality04:38 Building L7 Chicago06:33 Designing Perilla Steakhouse15:26 Korean DNA in the Hotel19:40 Reception in Chicago24:49 The K Wave Momentum27:28 Entrepreneur Lessons30:08 Teamwork Solves Problems30:43 Exhaust System Collaboration32:13 Sponsor Sustainability Note32:48 Immigrant Path to Hospitality34:56 Little Victories in Service38:17 Design vs Operations Reality42:15 Dream Projects and Timelessness46:35 Hotel and Restaurant Synergy49:43 How Lotte Found Them51:09 Luck Meets Hard Work53:27 Closing Thanks and FarewellQuote of the Show:"It's exciting for me and for the team here, for them to come into our space… We're not screaming this is Korean to them, but they're loving the design of this restaurant and the hotel." - Thomas OhBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ BERMANFALK: https://www.bermanfalk.com/ Thomas Oh LinkedIn: https://www.linkedin.com/in/thomas-oh-b6164570/ Daphne Shin LinkedIn: https://www.linkedin.com/in/daphne-shin-1a223b44/ Daphne Shin Email: [email protected] Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ </

In this episode of Defining Hospitality, Dan Ryan sits down with Michaelangelo L’Acqua, a global entertainment director and music/lifestyle branding expert, to discuss hospitality as “infrastructure” built through sound, motifs, and emotional arcs across dayparts. Sponsored by BERMANFALK, this conversation dives into shifting luxury expectations, analog-era craft, and mentoring creatives within business-driven environments.Michelangelo shares how sound serves as the unseen architect in the world of hospitality, crafting emotional journeys for guests. About the Guest:Michaelangelo L'Acqua is a Global Entertainment Director and Founder of his creative strategy agency, L'Acqua Agenzia. With a legacy of working with iconic brands like Virgin Voyages and W Hotels, he brings decades of experience in music branding and luxury lifestyle curation. Known for pioneering concepts like the Sonic Identity Brand Bible, L'Acqua remains a leading voice in integrating sound as a critical component of the hospitality experience, continuously shaping the future of how spaces sound and resonate with their audience.Chapters:01:17 Whale Shark Memories02:51 What Hospitality Means03:52 Sonic Architect Idea05:09 Motifs and Brand Magic07:04 Building a Sonic Bible10:18 Sound Drives Revenue12:32 Mentors and Early Grind14:29 Tom Ford Breakthrough17:37 From Fashion to Hotels20:30 Analog Era Work Ethic23:04 Staying Relevant in Luxury27:27 Timeless Formulas and Flow30:57 Building Sonic Brand DNA33:04 Virgin Voyages Layer Cake36:59 W Hotel Reinvents Hospitality39:45 Finding Local Tastemakers41:29 Mentorship Over Ego44:44 Sound Beats Brick48:07 Next Decade Soundtrack50:49 Timeless Meets New53:30 Hall of Fame Tangent55:46 Wrap Up And ConnectQuote of the Show:"I truly believe that there are moments I can really tap into unconscious feelings within somebody. And if I can do that… you're gonna walk away from that experience and say that was a great night. I don't know why, but it was just special." - Michelangelo L’AcquaBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ BERMANFALK: https://www.bermanfalk.com/ Michelangelo L’Acqua LinkedIn: https://www.linkedin.com/in/michaelangelo-lacqua/ Starwood Hotels: <a href="https://

In this episode of Defining Hospitality, Dan Ryan sits down with Saxton Sharad to explore how hospitality and hotel design are evolving for today’s guest experience. Sponsored by BERMANFALK, this conversation dives into micro vacations, invisible hospitality, and how modern leadership is reshaping the way hotels connect with travelers.Saxton shares how Hideaway Inns is redefining hospitality by blending local authenticity, frictionless experiences, and thoughtful design to meet the expectations of millennials and Gen Z guests.About the Guest:Saxton Sharad is the Founder and CEO of Revival Hotels and Hideaway Inns, where he’s building a portfolio of design-forward boutique properties in destinations like Mount Sunapee, Mount Snow, and Lenox. He previously helped scale Graduate Hotels and has worked across major brands, but is now pioneering a high-margin “invisible hospitality” model that’s delivering additional operating profit across his properties.Chapters:01:15 Office Vibes And Intentionality03:03 Defining Hospitality05:58 Origins Of The Philosophy07:51 Unplugging And Micro Breaks09:18 Hideaway Inns Vision11:00 Millennial Travel Shift14:15 Building From Guest Research17:02 Authenticity And Giving Back25:59 Invisible Hospitality Platform30:30 Innkeeper Model Explained36:11 Owner Economics And Margins39:58 Lease Deal Sweeteners40:36 Scale And Tech Advantage44:35 Innkeeper Career Model46:53 Fixing Hospitality Turnover48:15 Design Led Growth Plan50:00 Fandom And Regional Focus56:21 Revival Management Focus58:41 Invisible Or Full Service01:01:35 Authenticity Through Local Art01:03:27 Berkshires Travel Pitch01:07:59 Wrap Up And ThanksQuote of the Show:“ I don't care how talented you are or how much money you have in your pocket, you cannot be good at everything. Step into what you're good at, find that strength, and live that strength.” - Saxton SharadBuilding a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.Links:Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ BERMANFALK: https://www.bermanfalk.com/ Saxton Sharad LinkedIn: https://www.linkedin.com/in/saxton-sharad-cha-6642a49/ Hideaway Inns: https://www.hideawayinns.com/ Dan Ryan LinkedIn: <a href="https://www.linkedin.com/in/thedailydanry

How does data make the hospitality industry come alive?In this episode of Defining Hospitality, Dan Ryan welcomes Isaac Collazo, the Head of Analytics at STR and Co-Host of "Tell Me More, A Hospitality Data Podcast." They dive into the integral role data plays in the hospitality industry, from informing strategic decisions to influencing how businesses can adapt in changing economic climates.Takeaways:Utilizing data to enhance operational efficiency. Isaac emphasizes how storytelling through data offers valuable insights that can transform guest experiences and improve service delivery.Hospitality is fundamentally about service. By prioritizing the human connections and interactions, businesses can maintain exceptional service standards, no matter the external economic climate.Recession and inflation directly impact strategies and performance. Isaac discusses how staying informed on economic trends helps businesses anticipate and react to market changes effectively.The growing shift from uniformity to personal experiences. Lifestyle brands are emerging as leaders by catering to unique and individualized guest experiences, setting a new standard in the industry.Food and beverage services are essential revenue drivers. By investing in high-quality F&B experiences, hotels can enhance their appeal and drive overall profitability.The notable and optimistic turn in demand trends. Despite some economic uncertainties, the rising demand suggests a promising future for the hospitality sector.Generational preferences influence loyalty. As guest demographics evolve, hospitality businesses must adapt their strategies to cater to a diverse and changing clientele.Quote of the Show:“You want 'em to start with you and stay with you until they no longer travel.” - Isaac CollazoLinks:LinkedIn: https://www.linkedin.com/in/isaaccollazo/  Company website: https://www.costar.com/products/str-benchmark Shout Outs:1:30 - Adrienne Scribner2:30 - Promise (Hotels) - https://www.promisebrandsuite.com/ 2:30 - Marriott - https://www.marriott.com/ 2:30 - IHG - https://www.ihg.com/ 2:50 - STR - https://www.costar.com/products/str-benchmark 3:10 - Jeff Higley / ALICE Conference - https://www.aliceconference.com/ 5:10 - LaQuinta Inns - https://www.wyndhamhotels.com/laquinta 21:20 - Marriott Bonvoy - <a href="https://www.marriott.c

How do relationships shape the hospitality industry?In this episode of Defining Hospitality, Dan Ryan explores how relationships fundamentally shape the hospitality industry with guest Stephanie Hopkins. As an experienced interior designer and brand specialist, Hopkins shares insights into her extensive career and the essential role that relationships and strategic growth play in navigating the complexities of hospitality.Takeaways:Relationships often transcend profession. Stephanie explains that once you get involved in hospitality, it's challenging to leave because it becomes ingrained in your soul.Varied experiences can lead to a dynamic career path. Stephanie's journey from design to brand specialist and back highlights the diverse opportunities within the hospitality industry.Relationships hold significant value. Throughout her career, Stephanie learned to leverage relationships and networks, which allowed her to effectively navigate complex brand environments and developer needs, saving valuable time and resources.Brand development ties to long-term success. Stephanie emphasizes the importance of understanding and maintaining a brand's essence, going so far to say 'no' to potential changes that could dilute a brand’s coreDiversified portfolios show skill. B2 Design Co’s portfolio spans across multiple sectors like multifamily, senior living, student housing, and hospitality, showcasing their ability to adapt and thrive by integrating hospitality concepts into various living environments.Storytelling in design ensures a cohesive experience. Successful projects often have a well-grounded design narrative that is consistently implemented across all stages.Quote of the Show:“Being able to ascertain… is that going to compromise the essence of the brand? You have to get to that point and you may have to say no to some really powerful ownership groups.” - Stephanie HopkinsLinks:LinkedIn: https://www.linkedin.com/in/stephanie-hopkins-28445a71/ Stephanie’s Instagram: https://www.instagram.com/steph_the_hop/ B2 Design Co’s Instagram: https://www.instagram.com/b2design.co/ Company website: https://www.b2designco.com/ Shout Outs:1:13 - Tony Chi - https://tonychi.com/ 1:14 - Marriott - https://www.marriott.com/ 1:15 - Moxie Brand - https://www.marriott.com/hotels/travel/moxy-hotels/ 1:16 - B2 Design Co - https://b2dc.com/ 17:10

How do detailed preparations elevate hospitality experiences?In this episode of Defining Hospitality, Dan Ryan interviews Amy Margolis, an esteemed interior designer and studio director at Bamo in Providence, Rhode Island. Moving through her career journey from California to the East Coast, Amy shares her thoughts on being deeply rooted in anticipating guests' needs, curating environments that allow people to relax, and creating memorable experiences.Takeaways:Hospitality is an orchestrated experience. Amy illustrates hospitality with an anecdote about Joan Didion's meticulously planned dinner parties, emphasizing the importance of preparation to offer effortless and relaxing experiences for guests.A strategic global footprint enhances service delivery. The expansion of Bamo into different regions allows the firm to better serve clients across various time zones, fostering a diverse range of projects that adapt to regional demands.Understanding guest journeys influences design solutions. Drawing from her experience at Bergmeyer, Amy stresses the importance of tailoring design solutions to enhance unique guest experiences, which is crucial for success in hospitality design.Diverse career transitions enrich design perspectives. Amy's shift from hospitality design in San Francisco to commercial design in Boston provided her with a wealth of experience, enriching her current approach in the hospitality sector.Digital adaptation transforms collaborative practices. The shift to remote work during COVID-19, along with the adoption of tools like Revit, has introduced new ways of managing design and fostered improved team collaboration.Continuous learning fosters dynamic leadership. Amy emphasizes the value of staying open to new ideas and mentoring emerging talents, cultivating a resilient and innovative design practice.Quote of the Show:“Put yourself out there to say yes, to try new things… the biggest thing is to keep educating yourself.” - Amy MargolisLinks:LinkedIn: https://www.linkedin.com/in/amy-reynolds-margolis-ncidq-a625875/ Company website: https://bamo.com/  Shout Outs:1:23 - Brayton and Hughes - https://www.bhdstudios.com/ 1:24 - DLR Group - https://www.dlrgroup.com/1:25 - Wiseman Group - https://www.wisemangroup.com/ 1:26 - Duffy Design Group - https://www.duffydesigngroup.com/ 1:27 - Ann Bergmeyer - https://www.bergmeyer.com/1:28 - Bamo - https://www.bamo.co

What does it mean to find joy and creativity in the constraints of adaptive reuse?In this episode of Defining Hospitality, Dan Ryan sits down with Andrew Ashey, Founder and Principal of AAmp Studio, to discuss the expansive nature of hospitality design, the importance of engaging with diverse community elements, and the delightful challenges presented by adaptive reuse.Takeaways:Architecture is a collaborative puzzle. Andrew finds the challenge of collaboration a central aspect of his practice. Architecture involves working with clients, consultants, and contractors to bring visions to life within existing structures.Context and continuity are vital. Andrew discusses the significance of understanding and preserving the historical context of buildings, particularly in projects like the Municipal Grand in Savannah.Lifelong learning helps the practitioners and the community. Engaging with academic institutions and community organizations allows architects like Andrew to remain at the forefront of design innovation.Approach projects with enthusiasm and creativity. For Andrew, maintaining a balance between professional demands and creative fun is essential.Adaptive reuse champions sustainability. Andrew argues that adaptive reuse is among the most sustainable practices, breathing new life into spaces while preserving their integral stories.Expanding hospitality venues beyond private spaces. Andrew sees these spaces as extensions of the public realm, contributing to the vibrancy of a locality.Quote of the Show:“I find architecture and design to be one big puzzle. That’s what I love most about it.” - Andrew AsheyLinks:LinkedIn: https://www.linkedin.com/in/andrew-ashey-a7a9245/ Company website: https://aampstudio.com/ Shout Outs:0:51 - University of Maine Augusta https://www.uma.edu/ 1:02 - Board of Architects https://www.boardofarchitects.org/ 1:19 - AAmp Studio https://aampstudio.com/ 1:35 - Dave and Jenna Kaplan / Death & Co https://www.deathandcompany.com/ 1:59 - NAWH (Newh - The Hospitality Network) https://newh.org/ 8:42 - Anne Marie Armstrong (AAmp Studio Partner)10:08 - AIA Maine https://www.aiamaine.org/ 11:35 - Maine Interior Design Association https://www.midame.org/ 24:13 - Municipal Grand (Savannah) https://municipalgrand.com/ 25:25 - 465 Congress Street, Port

How can travel channels inspire personal growth and global understanding?In this episode of Defining Hospitality, Dan Ryan sits down with Ian Sharpe, the Chief Operating Officer of Media at NextTrip, to explore the transformative power of hospitality and storytelling in the realm of global travel. With a vast experience spanning video games and visual media, Ian delves into the intricate tapestry of how cutting-edge technology, media, and human connection shape the way we experience the world.Takeaways:Hospitality is about turning strangers into friends. Ian Sharpe emphasizes this historical tradition as the core of Journey TV’s mission to celebrate diverse cultures and connect people globally.Journey TV transforms inspiration into itineraries. By drawing on video game industry techniques, the network integrates storytelling with travel booking for an enriched travel experience.Authenticity drives Journey TV's content. The network focuses on human stories, whether culinary or adventurous, to explore why people travel and engage deeply with viewers.Cultural richness is captured through storytelling. Programs like "Tide" and "Borderless Table" highlight local experiences, providing a comprehensive view of destinations.Technology enhances viewer engagement. Journey TV uses QR codes and AI-driven itineraries to turn inspiration into seamless travel planning.Travel fosters growth and connection. Journey TV promotes travel as a way to build understanding and friendship, supporting Dan’s vision of hospitality as a human bridge.Quote of the Show:“A storyteller is all about weaving with the imagination. If you can convert that to commerce, then the shareholders are all the happier.” - Ian SharpeLinks:LinkedIn: https://www.linkedin.com/in/ianstuartsharpe/ Company website: https://nexttrip.com/  Shout Outs:1:10 - Journey TV https://www.journeytv.com/ 1:10 - Next Trip (NASDAQ: NTRP) https://www.nexttrip.com/ 13:50 - WTM (World Travel Market) https://www.wtm.com/ 13:50 - Trend Fest (at WTM)15:35 - Samsung Smart TV https://www.samsung.com/ 15:35 - LG TV https://www.lg.com/ 15:35 - YouTube https://www.youtube.com/ 17:00 - Brand USA https://www.visittheusa.com/ 17:15 - Fin Partners (PR Agency)17:40 - Aman Tourism Board17:55 - Iron Man (Endurance Race) https://www.ironman.com/ 20:5

How Can Las Vegas Serve as the Ultimate Architectural Laboratory?In this episode of Defining Hospitality, Dan Ryan sits down with Glen Noack, an accomplished architect and associate professor at the University of Nevada, Las Vegas (UNLV), to dive into Glen's extensive experience in architecture and hospitality design. They explore various aspects of radical innovation within the built environment, the unique opportunities Las Vegas offers as a 'living laboratory,' and Glen's involvement in fostering creative design through competitions like Radical Innovation.Takeaways:Las Vegas is a learning environment. The city serves as an inspiring backdrop for architectural students who can directly interact with cutting-edge designs.Las Vegas’ hospitality goes beyond traditional assumptions. Hospitality design is evolving to include educational and community-focused projects, not just hotels and casinos.The emotional impact is vital. Emotional resonance in architecture is as vital as functional possibility, and this dual focus is a core aspect of education in Las Vegas.Virtual Reality is architecture’s future. The integration of AI and virtual scanning technology in design education provides unique opportunities for creating interactive project models.Community collaboration opens pathways. Collaborations between universities and industries open pathways for projects that transcend traditional hospitality and influence community development.Quote of the Show:“There isn’t a formula on how to teach this… if it becomes formulaic, it can’t produce the same aha effect.” - Glenn NowakLinks:LinkedIn: https://www.linkedin.com/in/glenn-nowak-phd-a96117105/  Company website: https://aeroai.io/  Shout Outs:1:12 - University of Nevada, Las Vegas (UNLV) https://www.unlv.edu/1:30 - Radical Innovation https://www.radicalinnovation.com/1:49 - The Flamingo Las Vegas https://www.caesars.com/flamingo-las-vegas1:49 - M Resort https://www.themresort.com/1:49 - Caesars https://www.caesars.com/18:20 - Learning from Las Vegas (Book) https://mitpress.mit.edu/9780262720069/learning-from-las-vegas/ 26:40 - The Sphere https://www.thesphere.com/28:13 - Madison Square Garden (MSG) https://www.msg.com/28:20 - James Dolan <a href="https://www.sphereentertainmentco.com/

Can empathy, curiosity, and a willingness to run toward the fire reshape how leaders design experiences, and careers, in hospitality?In this episode of Defining Hospitality, Dan Ryan sits down with Chelsea Hershelman, VP of Design and Development at Coral Tree Hospitality, to unpack hospitality as an empathetic act and leadership as influence, not authority. From designing for neurodiversity and stressed-out arrivals to taking leaps of faith across a non-linear career path, Chelsea shares how curiosity, courage, and human-centered thinking drive better spaces, stronger teams, and more meaningful guest experiences, without needing perfect credentials or traditional titles.Takeaways:Hospitality starts with empathy, not aesthetics. Great experiences are built by considering the full ecosystem and designing for emotional states, not just how a space looks in photos.The most effective leaders rely on influence, not authority. By building relationships, using humor to help teams “unclench,” and knowing when to listen versus decide.Curiosity beats credentials every time. A background in art history, procurement, and project management became an asset, not a liability, because transferable skills opened doors others never saw.Running toward problems builds momentum and trust. Reframing crises as opportunities to shine, and celebrating quick wins can energize complex projects and establish you as someone who thrives in the arena.Balance isn’t static, it evolves. Sustained leadership requires knowing when to push and when to “take a knee,” prioritizing physical and mental health, and giving yourself grace as your definition of success changes over time.Quote of the Show:“To lead by influence is listening, staying curious and asking good questions.” - Chelsea HershelmanLinks:LinkedIn: https://www.linkedin.com/in/chelsea-hershelman-a0639656/  Company website: https://www.coraltreehospitality.com/ Shout Outs:3:27 - Coral Tree Hospitality https://www.coraltreehospitality.com/ 19:47 - Ace Hotels https://acehotel.com/ 20:43 - NEWH https://newh.org/ 20:48 - Colorado Hotel & Lodging Association https://www.chla.com/ 25:44 - The National Park Service https://www.nps.gov/index.htm 29:01 - Brené Brown https://brenebrown.com/ 29:56 - The Rotary Club https://www.rotary.org/en 32:57 - Daring Greatly <a href="https://brenebrow

Can exploration, storytelling, and service to others redefine what hospitality really means and why does it start at home?In this episode of Defining Hospitality, Dan Ryan sits down with Richard Wiese, President of The Explorers Club, Emmy Award–winning TV host, and lifelong explorer. Their conversation spans far beyond travel, unpacking hospitality as a human instinct rooted in curiosity, generosity, and connection. From backyard foraging mishaps to Apollo astronauts’ moon-bound navigation, Richard shares how exploration, conservation, and volunteerism shape leadership, culture, and meaningful guest experiences, without relying on luxury or exotic destinations.Takeaways:True hospitality is expressed through universal human languages, food, music, nature, and storytelling, rather than thread count or material luxury.Exploration isn’t about distance; it’s about curiosity. You don’t need Everest or the Serengeti to explore, birding in a city park or foraging in your backyard can spark the same sense of wonder and connection.Leadership means amplifying others, not yourself. Through initiatives like Explorers Club 50, you can challenge leaders to shift from “look at me” to “look who I found,” using their platforms to spotlight emerging changemakers.Small, consistent service creates outsized impact. Whether dedicating 5% of your time to volunteerism or starting a local composting effort, sustained small actions, modeled by Richard and Nikki Wiese, can scale into global change.Everything has a story, from a pencil to a hotel lobby; sharing those narratives authentically deepens emotional connection and transforms experiences into lasting memories.Quote of the Show:“Part of the perspective of exploration is also seeing something that you've seen often through a new set of eyes." - Richard WieseLinks:LinkedIn: https://www.linkedin.com/in/richard-wiese/  Instagram: https://www.instagram.com/richardwiese/?hl=en Born to Explore Website: https://www.borntoexplore.net/ The Explorer’s Club Website: https://www.explorers.org/ Shout Outs:4:11 - Apollo 13 https://www.imdb.com/title/tt0112384/ 4:28 - Neil Armstrong https://www.nasa.gov/humans-in-space/astronauts/former-astronauts/former-astronaut-neil-a-armstrong/ 6:04 - Mount Kilimanjaro https://www.climbing-kilimanjaro.com/ 8:45 - National Geographic <a href="https://www.nati

How will AI, biometrics, and healthcare thinking redefine hospitality, and what does the future of truly personalized guest experience look like?In this episode, Dan Ryan sits down with John Duffield, a Speaker at Signal Two and an Advisory Board Member at Radical Innovation. They have a wide-ranging conversation on the intersection of hospitality, healthcare, and emerging technology. Drawing from his patient experience at Cleveland Clinic and his work at the forefront of AI and biometric innovation, John introduces the concept of “living intelligence,” the convergence of AI, sensors, and biometrics that enables environments to adapt in real time to how guests actually feel.Takeaways:Hospitality and healthcare are deeply connected. Both industries serve people during vulnerable moments, and both succeed when personalization, empathy, and care are prioritized. AI combined with biometrics and sensors can create environments that adapt in real time, adjusting lighting, temperature, nutrition, and schedules based on how guests are actually feeling, not static preferences.Guests are willing to share personal and biometric data when the value exchange is clear, immediate, and user-controlled. Privacy must be transparent, opt-in, and flexible, more like “airplane mode” than all-or-nothing consent.Smaller scale, faster decision-making, and closer guest relationships make independents and luxury properties ideal testing grounds for advanced technology, insights that will eventually scale to larger brands.The best tech disappears into the experience, enhancing how guests feel without being noticed. Responsible AI development, clear guardrails, and human-centered design are essential to avoid repeating past digital mistakes.Quote of the Show:“Do you want to sit in the status quo and hope that you just survive and thrive? Or do you want to lean into what's next in this next phase of guest experience?" - John DuffieldLinks:LinkedIn: https://www.linkedin.com/in/johnjduffield/ The Signal Two Website: https://thesignaltwo.com/  Personal Website:  https://thejohnduffield.com/  The Future Patient Website: https://thefuturepatient.com/   Shout Outs:3:17 - Javits Center, New York https://javitscenter.com/ 3:18 - BDNY (Boutique Design New York) https://bdny.com/ 7:07 - Cleveland Clinic https://my.clevelandclinic.org/ 9:05 - Mayo Clinic https://www.mayoclinic.org/ 9:08 - Memorial Sloan Ke

How do you build a global hospitality business without losing the personal touch, resilience, or trust that defines great service?In this episode, Dan Ryan sits down with Hugh Taylor, CEO of Michels & Taylor, for an in-depth conversation on leadership, hospitality, and hotel investment. Hugh shares his journey from marketing roles at major hotel brands like Hilton to becoming one of the most respected voices in hotel asset management and advisory. They explore what true hospitality really means, how Michels & Taylor’s integrated “flywheel” business model creates resilience, and what it takes to lead transparently through crises like the 2008 financial crash and COVID-19. Takeaways:Hospitality is personal. Great service comes from making every guest, client, or partner feel uniquely valued and understood.Build perspective through experience. Exposure to marketing, operations, and investment creates stronger, more balanced leaders.Design for resilience. Integrated and diversified business models are better equipped to survive downturns and volatility.Lead with transparency. Honest, direct communication builds long-term trust with investors, banks, and teams.Expect complexity in growth. Global operations demand deep understanding of local regulations, labor laws, and market dynamics.Adapt to industry shifts. Brand and franchise models, rising costs, and capital needs are reshaping hospitality.Quote of the Show:“If you don’t take advice and get the right people next to you, you can lose your money as easily as you make it.” - Hugh TaylorLinks:LinkedIn: https://www.linkedin.com/in/hugh-taylor-obe-994bb7288/  Company website: https://michelsandtaylor.com/ Shout Outs:1:49 - OBE (Officer of the Order of the British Empire) https://www.gov.uk/honours/types-of-honours-and-awards 2:33 - Hilton https://www.hilton.com/en/ 11:14 - St. Pancras Hotel, London https://www.marriott.com/en-us/hotels/lonpk-st-pancras-london-autograph-collection/overview/ 12:02 - Chateau Marmont, LA https://www.chateaumarmont.com/ 12:02 - The Mercer, New York https://mercerhotel.com/ 16:35 - Blackstone https://www.brehotels.com/ 18:57 - Grand Metropolitan Hotels https://www.grandmethotels.com/ 19:09 - Diageo <a href="https://www.dia

On this special re-air episode of Defining Hospitality, we revisit an insightful conversation on people-first leadership, authentic culture, and the true meaning of hospitality with Thomas Healy, President and COO of Rockbridge Hospitality Management. With more than 30 years in the industry, Tom shares lessons shaped by his upbringing in a family-run New Jersey supper club and a career spanning independent and branded hotels.The conversation explores how leadership is rooted in empathy, inclusion, and service. Thomas explains why great leaders focus on making the most uncomfortable person in the room feel comfortable, and how diverse teams drive stronger culture, creativity, and trust. The episode also dives into the power of authenticity, particularly in independent hotels, where flexibility, storytelling, and local connection can create memorable guest experiences and outperform rigid brand standards.Takeaways:Prioritize human connection in everything you do. Simple gestures, eye contact, a smile, genuine attention, can have an outsized impact on guests and team members.Lead by putting others first. Effective leadership is about service, empathy, and making people feel comfortable, valued, and included.Build and champion diverse teams. Diversity strengthens culture, trust, and performance, and should be treated as a core leadership responsibility.Foster a culture of authenticity and belonging. Create environments where people feel connected to something bigger than themselves.Embrace flexibility and creativity, especially in guest-facing roles. Independent thinking and local authenticity often resonate more deeply than rigid standards.Use technology as a tool, not a replacement for hospitality. Leverage data to identify patterns and improve operations while keeping the human element front and center.Regularly reflect on your “why.” Align your work with your values, use life’s milestones as moments to reassess priorities, and lead with purpose.Quote of the Show:“Hospitality is that simple.  It's about putting yourself second and putting others first.” - Thomas HealyLinks:LinkedIn: https://www.linkedin.com/in/thomas-healy-aabb135/ Website: https://www.rockbridgeholdings.com/ Shout Outs:0:47 - Diamond Rock Hospitality https://drhc.com/ 0:49 - Strategic Hotels and Resorts https://strategichotels.com/ 0:50 - Hyatt https://www.hyatt.com/ 2:45 - Independent Lodging Congress https://ilcongress.com/ 21:17 - Marriott https://www.marriot

On this special re-air episode of Defining Hospitality, we revisit a powerful conversation on people-centric leadership and the enduring value of culture with Marc Bromley, Regional Vice President and General Manager at Four Seasons Hotel Washington, D.C. Drawing from decades in luxury hospitality, and lessons passed down from his father, legendary hotelier Stan Bromley, Marc shares why exceptional guest experiences always start with taking exceptional care of employees.The conversation explores the idea of a true “culture of care” and how it’s built, measured, and sustained. Marc explains how Four Seasons prioritizes employee well-being through clear values, rigorous feedback loops, and biannual employee opinion surveys that are treated as more important than financial or guest satisfaction metrics. The episode also dives into mentorship, hiring for attitude over skill, adapting leadership paths for new generations, and balancing uncompromising standards with empathy and wellness. Takeaways: Prioritize creating a culture of care within your organization. This means placing a high value on caring for employees first, which in turn enhances the customer experience.Implement regular employee opinion surveys (at least twice a year) to gauge employee satisfaction and identify areas for improvement. Take this feedback seriously and create action plans based on the results.Emphasize the importance of attention to detail among your team. Lead by example and teach your team to notice and address small issues before they become big problems.Provide your managers with opportunities to lead by ensuring they are the ones to address issues raised by senior leadership or general managers, rather than bypassing them.Focus on hiring for will and training for skill. Invest in continuous training and development programs that align with your organizational culture.Create a robust feedback mechanism where employees receive regular and constructive feedback. Recognize and reward good performance, and provide support and training where needed.Encourage a work-life balance within your team. Promote wellness initiatives and ensure that employees do not burn out.Quote of the Show:“ Not to say we won't move heaven and earth and create legendary, world-class, luxurious, five-star experiences for our guests, but we openly declare that the employee comes first.” - Marc BromleyLinks:LinkedIn: https://www.linkedin.com/in/marcbromley/ Website: https://www.fourseasons.com/ Shout Outs:1:11 - Stan Bromley https://www.sfgate.com/business/article/A-star-hoteli

How do you scale hospitality without losing quality, trust, or operational control? In this episode, Dan Ryan sits down with Ashley Ching, Founder & CEO of Inhaven, for a deep dive into the hidden limits of scale in hospitality and vacation rentals. They explore why service-based businesses often face diseconomies of scale, what leaders can learn from the rapid rise and fall of business, and how complexity, not competition, is often the true threat to growth. Ashley also shares how Inhaven is redefining standardization, elevating local expertise, and rebuilding trust in vacation rentals through consistent bed, bath, and kitchen experiences.Takeaways:Know when scale becomes a liability. Not every business benefits from getting bigger, evaluate whether growth will increase cost and complexity instead of efficiency.Reduce complexity early and often. Streamlined markets, clear standards, and simple operations make it easier to maintain quality and respond to change.Invest in strong local operations. Empower teams with on-the-ground knowledge to solve problems quickly and uphold service standards.Standardize what matters most. Consistent bed, bath, and kitchen experiences, or their equivalents in your industry, build trust and reduce operational waste.Grow with discipline, not impulse. Resist “growth for growth’s sake” and prioritize sustainable expansion rooted in quality, clarity, and long-term value.Quote of the Show:“Hospitality is really an expression of honor. It's how you honor yourself, your team, your guests, and your ancestors.” - Ashley ChingLinks:LinkedIn: https://www.linkedin.com/in/ashley-ching-inhaven-b56a843/  Inhaven’s Company website: https://inhaven.com/  Inhaven’s Case Study: https://inhaven.com/case-study/  Inhaven’s Instagram: https://www.instagram.com/inhavenkeep/  Ashley’s Website: https://ashleyching.com/ Shout Outs:3:31 - Ball Corporation https://www.ball.com/ 3:50 - SpaceX https://www.spacex.com/ 3:55 - Tesla https://www.tesla.com/ 7:52 - Ambridge Hospitality https://www.aimbridgehospitality.com/ 7:55 - Vacasa https://www.vacasa.com/ 10:59 - Turnkey https://www.turnkey.com/ 15:08 - Small Giants by Bo Burlingham http://www.smal

How do you build hospitality experiences, and lead teams, in a way that’s rooted in authenticity, multicultural awareness, and a clear sense of purpose?In this episode, Dan Ryan sits down with Anna Peretz, Director of Architecture, Design, and Construction at Sonesta International Hotels, to explore her journey from the USSR to Israel to the U.S., and how resilience, cultural diversity, and a passion for people shaped her approach to hospitality. Together, they unpack the balance between design and business realities, the role of authenticity in leadership, and the importance of mentoring future talent while maintaining personal well-being.Takeaways:Lead with authenticity. Genuine care builds trust and creates memorable experiences for guests, teams, and partners.Be stubborn about the vision, flexible about the path. Hold your purpose firmly but stay adaptable in how you achieve it.Hire and mentor for values. Prioritize authenticity, curiosity, and passion, not just technical skill, when building and developing teams.Integrate creative and financial thinking. Understanding business fundamentals helps ensure projects deliver real value and avoid costly misalignment.Protect your well-being and relationships. Sustainable leadership requires rest, boundaries, and intentional time for family and personal growth.Quote of the Show:“I am going to be stubborn about my vision, but I'm going to be flexible about the way I'm going to get to it.” - Anna Peretz Connect with Anna:LinkedIn: https://www.linkedin.com/in/anna-peretz-mba-leed-ga-65395034/  Sonesta Hotels Website: https://www.sonesta.com/ Shout Outs:2:24 - Sonesta International Hotels https://www.sonesta.com/ 6:27 - Marriott https://www.marriott.com/ 6:52 - Edition Hotel Times Square https://www.editionhotels.com/times-square/?cid=PAI_GLB00062XA_GLE000EBH2_GLF000WZAA&gclsrc=aw.ds&gad_source=1&gad_campaignid=14386092909&gbraid=0AAAAABLTXSAe_GAwZjWcjGSzE7cqTuZHu&gclid=Cj0KCQiAosrJBhD0ARIsAHebCNoZOdNNh_E51LUng1nD0CuTzEDGbubsOvSeQd1LUeGTjIjG1raz4SUaApszEALw_wcB 7:54 - Le Labo Perfume https://www.lelabofragrances.com/ 10:38 - Mango https://shop.mango.com/us/en/h/home 21:05 - Nike <a href="https://w

How do you decide where, and whether, to grow in a way that’s strategic, sustainable, and aligned with your organization’s values?In this episode, Dan Ryan sits down with Paul Sacco, Chief Growth and Development Officer at PM Hotel Group, to unpack the real thought process behind geographic expansion, from evaluating new markets to choosing the right partners. Paul reveals why his team rejects “growth for growth’s sake” and instead relies on a collaborative, intentional model that brings every voice to the table.He breaks down how they assess operational readiness, including whether nearby assets and staff can support a new deal, and why the quality of the asset, and their ability to truly add value, must pass a high bar. Dan and Paul also explore the importance of long-term owner satisfaction and why alignment in mindset and values is essential before entering any new relationship. This is a grounded look at strategic expansion, operational discipline, leadership, and building partnerships that last.Takeaways:Growth must be intentional. Expansion only works when it aligns with long-term vision, not just short-term metrics.Collaboration strengthens decisions. Involving diverse internal stakeholders leads to more thoughtful, well-rounded evaluations.Operational readiness is non-negotiable. Entering a market requires existing coverage or the ability to provide hands-on, high-quality oversight.Pick opportunities where you can add real value. Focus on assets where your operational expertise creates meaningful impact for owners.Choose aligned partners. Working with owners who share your mindset and values builds trust, longevity, and mutually beneficial growth.Quote of the Show:“Hospitality isn’t just something we do. Ultimately, it’s who we are. I think it rewards empathy, resilience, and creativity." - Paul SaccoLinks:LinkedIn: https://www.linkedin.com/in/paulsaccolnkd/   PM Hotel Group website: https://pmhotelgroup.com/ Reach out to Paul: [email protected] Shout Outs:3:57 - PM Hotel Group https://pmhotelgroup.com/ 4:33 - Starwood Hotels and Resorts https://www.starwoodhotels.com/ 14:23 - Marriott https://www.marriott.com/default.mi 14:24 - Hilton https://www.hilton.com/en/ 14:27 - Hyatt https://www.hyatt.com/loyalty/en-US 14:28 - IHG https://www.ihg.com/hotels/us/en/reservation

How do architects create airports that feel human, intuitive, and welcoming while juggling regulations, budgets, and countless stakeholders? In this episode, Dan Ryan sits down with John Anthal, Principal and Aviation Sector Leader at Mancini Duffy, to unpack the hidden complexity of airport design, the evolving meaning of hospitality in aviation, and how leadership, technology, and culture shape the future of large-scale infrastructure.John pulls back the curtain on what it really takes to design terminals for millions of travelers, from Lufthansa’s JFK lounge to major Port Authority projects, while keeping the end user at the center. They explore human-scale design in massive public spaces, the tension between grand architecture and comfort, how AI and new tools are transforming the studio, and why empowering young designers leads to the most innovative ideas. This is a deep dive into architecture, hospitality, leadership, and the future of air travel, grounded in real-world lessons from one of the industry’s most experienced aviation designers.Takeaways:Airport projects are full of regulations, politics, and competing priorities but success hinges on never losing sight of the end user. Human-scale touches and thoughtful amenities transform overwhelming spaces into welcoming ones.Creating comfort in aviation means understanding diverse travelers and reinforcing brand through design. Small cultural cues, like Lufthansa’s pickle bar, build familiarity and ease.U.S. airports often struggle with outdated systems and tight sites. Long project timelines require forward-thinking, adaptable planning that anticipates future technologies and growth.Entrepreneurial thinking drives new opportunities. Employees are encouraged to pitch new business ideas and build new verticals, creating a culture where initiative is celebrated.Technology is an enabler, not a replacement. AI tools and modern platforms like Revit enhance creativity and efficiency, helping teams visualize ideas faster and communicate them more powerfully.Quote of the Show:“Learning more from other clients helps us solve problems for our existing clients in ways we hadn’t thought about before. It’s about a diversity of knowledge in a niche market.” - John AnthalLinks:John’s LinkedIn: https://www.linkedin.com/in/john-anthal-98849b103/  Mancini Duffy Company website: https://www.manciniduffy.com/  Mancini Duffy Instagram: https://www.instagram.com/mancini_duffy/ Shout Outs:1:57 - Defining Hospitality Episode with Christian Giordano https://www.youtube.com/watch?v=CtU_jwh2YDI</a

What happens when hospitality shifts from serving to empowering, when chefs become creators, not just cooks?In this episode, Dan Ryan sits down with Emmie Nostitz and Zach Knight, co-founders of Tivity, a platform redefining private dining by connecting clients with talented chefs for personalized in-home and venue experiences. Together, they explore how Tivity empowers chefs to run their own businesses, foster creativity, and bring hospitality back to its human roots.Emmie and Zach share how Tivity began as a passion project and evolved into a chef-centered movement operating across the U.S. and abroad. They discuss their philosophy of quality over quantity, the delicate balance between technology and personal connection, and why thoughtful growth matters more than rapid expansion. From intimate dinners to large-scale events, they reveal how every experience becomes a creative collaboration, crafted with care, trust, and authenticity.You’ll hear insights on what it means to empower creators, how to manage expectations gracefully, and why true hospitality begins with empathy and human connection. Tivity’s story offers a blueprint for sustainable growth, purpose-driven leadership, and a reimagined future for dining.Takeaways:By centering chefs and giving them creative control, Tivity transforms both the chef and guest experience. When people feel trusted and supported, creativity and quality naturally flourish.Managing expectations, listening deeply, and fostering genuine connection are at the heart of every memorable event. True care and empathy turn a simple dinner into an unforgettable experience.Sustainable success comes from prioritizing trust, quality, and cultural integrity over rapid scaling. Tivity’s slow, deliberate growth proves that meaningful relationships outlast quick wins.Smart systems streamline operations, but they can’t replace the power of personal touch. Tivity uses technology to enhance connection—not to automate it away.The founders envision a world where booking a private chef is as easy as ordering takeout. By making chef-led experiences accessible and personal, they’re reshaping how we think about dining and hospitality.Quote of the Show:“There’s nothing more intimate and human than someone coming into your home, creating a meal, and then sharing that meal.” - Emmie Nostitz“If the chef has the tools they need to execute a meal, which is their passion or their pursuit, then they’re going to crush it.” - Zach KnightLinks:LinkedInZach’s LinkedIn: https://www.linkedin.com/in/zach-knight-3916931bb/  Emmie’s LinkedIn: https://www.linkedin.com/in/emmie-nostitz-23b2545/   Company website: <a href="https://www.

What happens when brand becomes more than a logo and turns into a decision-making framework for every part of hospitality?In this episode, Dan Ryan sits down with Matt Ferebee, co-founder and Chief Creative Officer of FerebeeLane, to explore how powerful brand strategy shapes luxury hospitality experiences from the inside out. Drawing on his work with properties like Blackberry Farm and global brands like The Ritz-Carlton, Matt shares how authentic care, storytelling, and culture-building drive excellence across teams and guest touchpoints.They unpack what it means to truly live your story, how to operationalize brand values so they guide every decision, and why human connection remains irreplaceable in a tech-driven world. From empowering staff to embody a brand’s “North Star” to handling mistakes with grace, this conversation reveals how thoughtful branding becomes the heartbeat of extraordinary hospitality.Takeaways: Branding becomes most powerful when it’s used as a framework for decision-making, not just a visual identity. When a brand’s purpose and values are clear, they guide everyone toward a unified guest experience.True hospitality is about genuine care and attention to others, not just providing services. The best experiences are built on human warmth, empathy, and small, thoughtful gestures that make guests feel truly welcomed.A lasting culture of excellence depends on communication, empowerment, and a shared commitment to improvement. The strongest brands don’t simply tell stories, they live them. Every design choice, service moment, and guest interaction becomes an opportunity to bring the brand’s story to life in an authentic way.Technology can enhance efficiency, but it should never replace the human touch that defines true hospitality. Balancing innovation with the timeless power of real human connection is the future.Quote of the Show: “Genuine hospitality is the saving grace in the midst of things going wrong.” - Matt FerebeeLinks:Matt’s LinkedIn: https://www.linkedin.com/in/matt-ferebee-2287566/  FerebeeLane’s Company website: https://www.ferebeelane.com/  FerebeeLane’s Instagram: https://www.instagram.com/ferebeelane/ Shout Outs:5:41 - Blackberry Farms https://www.blackberryfarm.com/ 12:29 - Biltmore House https://www.biltmore.com/ 12:31 -  Shelburn Farms https://shelburnefarms.org/ 24:11 - The Barn at Blackberry Farm ht

What does authentic, people-centered hospitality look like?In this episode, Dan Ryan talks with Margot Stern, hospitality entrepreneur and founder of Avenida Baja and The Hopewell, about her journey from global marketing at Mattel to building boutique hotels rooted in community and belonging. They explore how authenticity, storytelling, and resilience shape successful hospitality ventures and what it takes to raise capital, navigate local politics, and lead with empathy in a traditionally male-dominated industry.Margot defines hospitality as creating a true sense of welcome, shares candid insights from her path as a female founder, and reveals how transparency, vision, and community engagement can turn challenges into opportunities for growth.Takeaways: True hospitality starts with creating a genuine sense of belonging, when people feel truly seen and valued, everything else follows.Embrace career pivots and unexpected opportunities as pathways to growth; every experience can build skills that serve future ventures.Use storytelling and clear visuals to communicate your vision; numbers matter, but emotional connection inspires belief and investment.Engage openly with communities and stakeholders early in any project; transparency builds trust and helps turn resistance into collaboration.Choose investors, partners, and mentors who align with your values and vision, mutual respect is the foundation of sustainable success.Innovate in how you raise funds and share your story; modern tools like crowdfunding and digital platforms can help you reach new, supportive audiences.Quote of the Show:“Sometimes things don't work out exactly the way you want and it can turn into something beautiful" - Margot SternLinks:LinkedIn: https://www.linkedin.com/in/margot-stern-67a0a97/  Company website: https://www.avenidabaja.com/ , https://www.the-hopewell.com/  Instagram: Personal: https://www.instagram.com/margot_stern/?hl=en  Avenida Baja: https://www.instagram.com/avenidabaja/?hl=en  The Hopewell: https://www.instagram.com/the_hopewell/# Shout Outs:1:10 - The Lauder Institute/The Wharton School https://lauder.wharton.upenn.edu/2:23 - University of Pennsylvania https://www.upenn.edu/ 13:35 - Independent Lodging Congress https://ilcongre

What does carbon-positive hospitality look like? In this episode, Dan Ryan talks with Jon Buerge, CEO of Urban Villages, about Populus, the world’s first carbon-positive hotel, and how sustainability is reshaping hospitality from the ground up. They explore how design, materials, and mindset can transform guest experiences, strengthen brand loyalty, and create long-term business value.Jon shares the story behind Populus and the vision driving Urban Villages’ sustainable developments. He defines hospitality as a selfless pursuit of extraordinary experiences and explains why true hospitality must include care for the planet. From innovative building materials like fly ash concrete to transparent, guest-facing sustainability efforts, Jon and Dan discuss how Populus is redefining what it means to host with purpose.Takeaways:True hospitality is rooted in empathy and selfless guest care, with sustainability at its core.Populus Hotel was designed to leave the planet better than it was found through carbon-positive innovation.Sustainability enhances business performance by lowering costs and increasing guest loyalty.The hospitality industry must evolve beyond rigid policies to embrace flexible, holistic sustainability solutions.Investors are increasingly prioritizing sustainable projects that align with long-term environmental goals.Consumer demand, especially among younger generations, is driving the industry toward greener practices.Quote of the Show:“Hospitality is the kind of unwavering and selfless pursuit of an extraordinary experience for a guest” - Jon BuergeLinks:LinkedIn: https://www.linkedin.com/in/jon-buerge-95229118/  Company website: https://urban-villages.com/  Populus Denver: https://populusdenver.com/ Populus Seattle: https://populusseattle.com/ Instagram: https://www.instagram.com/urban.villages/ Shout Outs:9:25 - Populus Hotel https://populusdenver.com/ 15:16 - McKinsey Study https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/talk-is-cheap-how-much-will-consumers-really-pay-for-green-products 15:27 - Bookings.com study https://n

Can structure and systems actually make hospitality feel more human?Yann de Rochefort, founder of Boqueria Restaurants, has spent the last 20 years redefining what modern hospitality feels like. From a single tapas bar in Manhattan to beloved locations across the U.S., Yann has built a restaurant brand rooted in warmth, culture, and design, all while keeping the experience consistent and deeply human. Yann shares how structure creates freedom, why culture matters more than any single person, and how intentional design can make every guest feel at home the moment they walk in. He also opens up about scaling Boqueria through stormy seas, building resilient teams, and leading with purpose in one of the toughest industries around.Takeaways: Build strong habits and systems in your work or business. This structure provides the freedom to improvise and be creative when needed.Prioritize genuine human connection over transactional interactions. Listen, observe, and tailor your approach to each individual’s needs.People may come and go, but a strong, clearly defined culture anchored in real values, beliefs, and rituals will sustain and grow your organization.Don’t just put values on a wall. Integrate them into daily language, feedback, and rituals so they become part of your team’s identity and decision-making.When expanding or collaborating, ensure alignment in values, energy, and target audience. Don’t compromise on what makes your brand unique.The hospitality industry offers steep career paths for those willing to learn and work hard. Invest in training and provide opportunities for advancement.Sometimes the simplest products (like dates wrapped in bacon) become customer favorites. Don’t overlook the power of doing simple things exceptionally well.Quote of the Show:“What distinguishes hospitality from a transaction is the human connection.” - Yann de RochefortLinks:LinkedIn: https://www.linkedin.com/in/yann-de-rochefort-1050771/ Website: https://boqueriarestaurant.com/ Book Link: https://a.co/d/5LmLh57 Shout Outs:1:07 - James Beard Foundation https://www.jamesbeard.org/ 2:05 - AC Hotels https://ac-hotels.marriott.com/ 2:24 - Schnippers https://www.schnippers.com/location/schnippers-times-square/ 3:12 - Dave Trost https://davetrostdesign.com/ 5:30 - Ethan Gabany https://www.linkedin.com/in/egabany/ 5:37 - Hy

What makes hospitality design truly memorable?Today, Dan is joined by James Lee, Hospitality Managing Director and Design Principal at IA Interior Architects. James discusses the blurring lines between architecture and interior design in the context of hospitality, emphasizing the emotional impact of interior spaces. They explore the unique focus of IA on creating immersive and memorable experiences through design. James shares insights on the importance of understanding local culture for international projects, the role of social media in contemporary design research, and the significance of budget considerations in executing successful hospitality projects. Additionally, the conversation highlights the team's innovative approach, exemplified by their radical innovation project, 'The Passage,' aimed at repurposing abandoned railway lines into sustainable hotel destinations. James discusses the collaborative efforts within IA and emphasizes nurturing young talent to drive creative and impactful design solutions.Takeaways: Blur the lines between architecture and interiors to create seamless, holistic hospitality experiences that connect with both the mind and the heart.Lead with storytelling in your design process. A powerful narrative makes spaces resonate emotionally and ensures people remember the moments they experience there.Involve local culture and community in your projects by researching social media, visiting neighborhoods, and identifying authentic “sense of place” elements to celebrate.Engage trusted partners early (lighting, FF&E, or case goods specialists) to ground your creative vision in realistic budgets and avoid costly redesign cycles.Dedicate a portion of time each week to innovation. Even two hours of “white space” thinking can spark ideas that transform projects and strengthen team collaboration.Mentor younger designers by channeling their raw creativity into workable solutions, blending fresh energy with experienced guidance to push design forward.Treat sustainability as both a design principle and a responsibility. Look for ways to repurpose structures, reduce waste, and give back to the community through your projects.Quote of the Show:“ Let's not try to hit the brain, let’s try to hit the heart.  Let the story really relate to what we wanna say, not just literally, but emotionally.” - James LeeLinks:LinkedIn: https://www.linkedin.com/in/james-lee-6430ab71/ Website: https://interiorarchitects.com/ Radical Innovation Voting Form: https://form.typeform.com/to/BoqOp3CR?typeform-source=www.radicalinnovation.io Shout Outs:1:30 - F

What happens when luxury design meets the wild?Award-winning designer, Graeme Labe, Managing Partner and Chief Design Officer at Luxury Frontiers, shares how he’s redefining hospitality by crafting experiences that connect people deeply to nature, while championing sustainability and community. Graeme shares his journey from traditional hospitality design to founding Luxury Frontiers, which focuses on creating unique, luxurious experiences in remote locations. The conversation covers topics such as the importance of experiential hospitality, the challenges of working in remote environments, and the role of sustainability and community engagement in their projects. Graeme also discusses the innovation culture within his team, their participation in the Radical Innovation Award, and the significance of site-specific design.Takeaways: Focus on creating unique, immersive experiences that connect guests to their environment, rather than just providing traditional luxury.Design experiences that gently push guests out of their comfort zones, allowing them to grow while still feeling safe and cared for.Integrate sustainability into every aspect of your projects: from site selection and building materials to community engagement and ongoing operations.Foster a culture of innovation within your team. Set up internal labs or competitions to encourage experimentation with new materials and ideas.Use natural materials and let the surrounding environment take center stage in your designs. Break down barriers between indoors and outdoors to enhance biophilic experiences.Thoughtfully integrate technology to improve comfort and accessibility, but also create opportunities for guests to disconnect and fully immerse themselves in the experience.Treat logistical, regulatory, and environmental constraints as opportunities to innovate and improve your designs.Quote of the Show:“ It’s those moments that take you out of your comfort zone, when you’re truly immersed in a place, that change your life. That’s the kind of experience we try to design for.” - Graeme LabeLinks:LinkedIn: https://www.linkedin.com/in/graeme-labe-a0332b19/ Website: https://www.luxury-frontiers.com/ Instagram: https://www.instagram.com/luxury_frontiers/ Shout Outs:1:16 - Radical Innovation https://www.radicalinnovation.io/ 1:53 - AHEAD Awards https://www.aheadawards.com/ 5:26 - The Lion King https://en.wikipedia.org/wiki/The_Lion_King 7:08 - Orient Express Ho

What does it take to lead a hotel company through constant headwinds while still inspiring teams and delivering exceptional guest experiences?Today Dan interviews Scott Roby, President of Pacifica Hotels, to explore the state of the hospitality industry. They discuss the importance of focusing on controllable aspects of business, such as team and guest care, amid economic headwinds and legislative challenges in California. Scott shares insights on Pacifica's strategy of balancing ownership and third-party management, the value of maintaining a strong company culture, and the critical role of technology in the industry. The conversation also touches upon the future prospects and financial strategies for 2026 and beyond, emphasizing a meticulous approach to cost management and team accountability.Takeaways: Encourage team members to share where they’re stuck or what could make their jobs better. Leaders should model vulnerability and ask focused questions like, “What’s one thing I can do to make your job easier?”Embrace technology and AI to streamline operations and enhance guest experiences. Use tech to remove rote tasks, freeing up staff for more meaningful guest interactions.When working with third-party owners or management partners, ensure alignment in values and culture. Have honest conversations early to avoid misfits that can erode company culture.Monitor both macro and micro trends in your market. Be prepared to pivot operations, staffing, and capital allocation as needed to respond to changing conditions.Build a culture of accountability. Be direct, give open feedback, and focus on solutions. Transparency with owners and team members builds trust and drives better results.Offer opportunities for team members to advance within your organization, which helps with retention and creates a stronger, more flexible workforce.At its core, hospitality is about making people feel safe, seen, and heard. Whether with guests or team members, focus on building relationships and delivering care.Quote of the Show:“A hotel management company is its people. The quality of the company is first and foremost about the people that they have on their team and how they're leading and inspiring the hotel teams.” - Scott RobyLinks:LinkedIn: https://www.linkedin.com/in/scottroby/ Website: https://www.pacificahotels.com/ Shout Outs:1:04 - Storyteller Hospitality https://storytellerhospitality.com/ 1:08 - Evolution Hospitality https://www.evolutionhospitality.com/ 2:52 - Independent Lodging Conference https://ilcongress.com/</a

Is EQ more important than IQ when it comes to hospitality?Today, Manish Puri, General Manager of the Regent Hotels and Resorts Bali, joins Dan to dive into key topics in the industry, such as sustainability, community, and leadership. They discuss the essence of hospitality, differentiating it from mere service, and delve into the concept of regenerative hospitality and sustainability. Manish shares insights from his career at prestigious hotel brands like Oberoi, Burj Al Arab, Six Senses, and Regent Bali. They explore how sustainability initiatives can transform the industry, turning cost centers into investment centers, and the importance of heartfelt service. The conversation also covers the challenges of opening and managing new hotels and the impact of leadership and open-heartedness in inspiring younger generations in the hospitality industry.Takeaways: Embrace regenerative practices by viewing waste as an opportunity to create value, turning sustainability efforts into investments rather than costs.Lead by example and integrity. Your actions are always being observed, so inspire others by consistently doing the right thing, even when no one is watching.Pay attention to the small details in your work. Excellence is built on thousands of thoughtful, consistent actions rather than a single grand gesture.Foster a culture of genuine care and positivity. Small acts of kindness and authentic smiles can create a powerful ripple effect throughout your organization.Design guest programs that encourage visitors to give back to the local community, such as volunteering or sharing their expertise, creating a positive impact beyond their stay.Treat sustainability initiatives as opportunities for investment and growth, not just as expenses. Find ways to turn environmental responsibility into tangible value.Quote of the Show:“ A luxury brand has to have that caring side of it. Caring for the environment, caring for all stakeholders, caring for the community. Without it, you are not a complete hotel.” - Manish PuriLinks:LinkedIn: https://www.linkedin.com/in/manish-puri-36241231/ Instagram: https://www.instagram.com/manpuri/ Website: https://www.ihg.com/regent/hotels/us/en/reservation Shout Outs:1:15 - Oberoi Hotels and Resorts https://www.oberoihotels.com/ 1:16 - Burj Al Arab https://www.jumeirah.com/en/Stay/Dubai/Burj-Al-Arab-Jumeirah 1:17 - Potato Head https://seminyak.potatohead.co/ 1:22 - Six Senses <a href="https

What happens when a hotel developer moves from building Hampton Inns to creating lifestyle hotels with fire pits and Michelin-starred restaurants?Today’s guest is a returning guest, Stephen Wendell, Co-Founder and CEO of Mountain Shore Properties. They explore the shift from select-service properties to luxury and lifestyle hotels, examining the business dynamics and guest experiences that differentiate these segments. Steven shares insights on building independent lifestyle hotels, dealing with construction challenges, financing, and the pivotal role of major brands and creative freedom. They also discuss the evolving demands of younger travelers and the potential for lifestyle hotels to serve as cultural hubs. The conversation touches on financing strategies, the impact of current economic conditions, and the balance between guest experience and profitability.Takeaways: The most successful hospitality projects prioritize unique, memorable experiences for guests, which can lead to long-term loyalty and word-of-mouth growth.Each project is a learning opportunity. Apply lessons from past mistakes to improve future outcomes and avoid repeating errors.Consider a mix of select service and lifestyle/boutique properties to balance stability with higher-reward opportunities.Affiliation with major brands can make financing easier and provide valuable marketing/distribution support, but weigh the costs and benefits carefully.The best hotels become hubs for both guests and locals. Create spaces and experiences that attract both groups.Younger travelers value experiences over points. Offer unique, local collaborations and experiences to attract and retain this demographic.Hospitality is a long-term business. Set expectations with investors and partners accordingly, and operate with a long-term mindset.Quote of the Show:“Some people quit in the messy middle. We’ve pushed through, and now we know what to do and how to do it.” - Stephen WendellLinks:LinkedIn: https://www.linkedin.com/in/stephen-wendell-5417291a/ Website: https://mountainshoreproperties.com/ Shout Outs:1:18 - Philadelphia Eagles https://www.philadelphiaeagles.com/ 2:00 - Camptown https://mountainshoreproperties.com/project/camptown-leeds-ny/ 3:56 - Airbnb https://www.airbnb.com/ 4:14 - Hyatt https://www.hyatt.com/ 4:15 - Dream https://www.hyatt.com/dream-hotels 4:16 - The Standard <a href="https:

“Design is subjective, but quality is objective.”Today, Spencer Levine, President of RAL Companies and Affiliates, joins Dan to dive into hospitality development. Spencer shares insights from his extensive career in architecture and landscape development. The conversation covers the importance of delivering tangible and thoughtful hospitality experiences, the significance of strategic partnerships, and the crucial role of creative problem-solving in the development process. Spencer also delves into his experiences during the 2008 financial crisis and how it shaped his company's approach to handling distressed projects. Additionally, he reflects on lessons from his father and the impact of company culture on successful project execution.Takeaways: Exceptional service can overcome shortcomings in physical spaces. Focus on delivering care and responsiveness to guests and clients.Approach challenges by seeking solutions, not dwelling on problems. Be proactive and creative, especially when facing constraints.Invest in relationships and develop a strong network, both internally and externally. Know who to call when you need expertise beyond your own.Strive for authenticity in design and experience. Make spaces and services reflect the unique character of their location and purpose.Take personal responsibility for your work and encourage accountability within your team. Share knowledge and support each other to achieve common goals.No task is beneath you. Be ready to do whatever it takes to deliver a project, from high-level strategy to hands-on work.Make decisions with intention and commit to them. Don’t get stuck in indecision. Pivot if needed, but move forward with conviction.Quote of the Show:“Design is not necessarily just beautiful, it's making a decision and forging ahead with it.” - Spencer LevineLinks:LinkedIn: https://www.linkedin.com/in/spencer-levine-665b1078/ Website: https://ralcompanies.com/ Shout Outs:0:45 - Mandarin Oriental Resorts and Residences https://ralcompanies.com/projects/mandarin-oriental/ 0:49 - Zero Irving https://ralcompanies.com/projects/14th-street/ 0:51 - Four Seasons Vail https://www.fourseasons.com/vail/ 0:54 - ULI New York https://newyork.uli.org/ 1:50 - Monty Python https://en.wikipedia.org/wiki/Monty_Python 10:31 - Horst Schulze https://horstschulze.com/ 13:13

The secret to a hotel's success isn’t just great design; it's what guests don't see.Harzali Hashim, Complex Director of Engineering at Kyo-ya Hotels and Resorts in Honolulu, joins Dan to discuss sustainability engineering within the hospitality industry. They discuss Harzali's extensive 20-year career in hotel and resort engineering, focusing on the importance of maintenance, design, and sustainability in creating memorable guest experiences. They explore the operational challenges of managing historic properties, the significance of green engineering, and the collaborative efforts across the industry to uphold high standards. The episode also touches on Harzali's leadership within the Hawaii Lodging and Tourism Association's Engineers Advisory Council and his proactive approach in mentoring and fostering sustainability initiatives.Takeaways: Focus on creating memorable experiences for guests, not just through amenities but also through attentive service and a welcoming environment.Regularly maintain both visible and behind-the-scenes infrastructure to ensure long-term property value and guest satisfaction.Implement sustainable practices, such as energy and water conservation, and educate both staff and guests on their importance.Build strong relationships with all stakeholders: designers, engineers, housekeeping, and ownership to ensure successful projects and renovations.Be willing to rethink traditional processes and adapt quickly to changing circumstances for more efficient project delivery.Maintain honest and open communication with all project stakeholders to reduce misunderstandings and accelerate progress.Engage in community service and industry events to strengthen local ties and contribute positively beyond your organization.Quote of the Show:“Sustainability has been part of me for a while. Being here in Hawaii, embracing the local community means being sustainable.” - Harzali HashimLinks:LinkedIn: https://www.linkedin.com/in/harzali-hashim-b6901540/ Website: https://www.kyoyahotelsandresorts.com/ Shout Outs:0:53 - Marriott https://www.marriott.com/default.mi 1:15 - Sheraton Waikiki https://www.kyoyahotelsandresorts.com/sheraton-waikiki/ 1:19 - Diamond Head https://dlnr.hawaii.gov/dsp/parks/oahu/diamond-head-state-monument/ 1:31 - Moana Surfrider https://www.kyoyahotelsandresorts.com/moana-surfrider/ 2:56 - The Royal <a href="

What does it take to manage 420 apartments and create a million memorable moments? On this episode, host Dan Ryan sits down with Sebastián Torres-Calderón, the CEO of Stay U-nique, an award-winning short-term rental company in Spain. Sebastián shares his journey from customer journey intern to CEO and reveals how implementing the Entrepreneurial Operating System (EOS) helped his company not only survive the chaos of COVID but quadruple in size. The conversation dives deep into how Stay U-nique uses data and technology to create a frictionless guest experience, the challenges of a rapidly evolving industry, and the political headwinds facing the short-term rental market. Sebastián offers a unique perspective on the debate between prohibition and regulation and provides a powerful case for why collaboration between the private and public sectors is the key to solving housing inventory issues.Takeaways: Track key metrics (KPIs) across all departments, not just leadership, to identify and address recurring issues. Use data to drive improvements in guest experience, operations, and communication.Use frameworks such as the Entrepreneurial Operating System (EOS) to set clear goals, break them into manageable projects (“rocks”), and review progress regularly. Involve the entire team in the process for maximum impact.Don’t be afraid to make mistakes, learn, and adapt. Regularly test new approaches, measure their impact, and iterate quickly. Use technology to streamline operations (e.g., remote locks, cleaning apps) and enhance the guest experience, but ensure it remains personal and responsive.Success takes time and consistent effort. Focus on long-term growth rather than immediate results.Empower every team member with ownership of projects and clear goals to drive company-wide improvement.Quote of the Show:“To take that time and make it something that they will remember forever, and get to do that every day, that's amazing.” - Sebastián Torres-CalderónLinks:LinkedIn: https://www.linkedin.com/in/sebasti%C3%A1n-torres-calderon-serkovic-310044121/ Website: https://www.stay-u-nique.com/en/ Shout Outs:0:53 - World Travel Awards https://www.worldtravelawards.com/ 10:46 - EOS https://www.eosworldwide.com/ 12:02 - Airbnb https://www.airbnb.com/ 13:43 - Traction https://amzn.to/4fEGOTZ 13:43 - Gino Wickman https://www.ginowickman.com/ 14:53 - Mitcham Rentals <a href="https://www.mitchamgrou

What does it mean to develop a host mindset?Today, Dan dives into the transformative principles of the 'host mindset' with Steve Fortunato, founder of roomforty and the Fig House. Steve shares his journey from a restaurateur and caterer to becoming an influential leadership facilitator, emphasizing the importance of making others feel valued. The conversation highlights the impact of hospitality in business, practical strategies to foster engagement, and the significance of personal growth and generosity-driven cultures. This episode is a deep exploration of how hospitality principles can enhance both personal and professional interactions, creating a kinder and collaborative environment.Takeaways: Approach every interaction, whether with clients, colleagues, or customers, with the intention to make others feel valued and cared for.Define a small set of practical, non-aspirational values that are deeply linked to your mission and vision. Integrate them into hiring, training, and daily operations.Seek out coaches, mentors, or peer groups who challenge you and help you grow. Stay open to learning and feedback.Give value first, without expecting immediate returns. Trust that value will come back to you through the virtuous cycle of generosity.Apply hospitality beyond the industry. Use these principles in any field or relationship.Even in gig-based or temporary workforces, make people feel important and included to inspire better performance and loyalty.Recognize that mastery is a journey, not a destination. Stay humble, coachable, and always strive to be better.Quote of the Show:“ I don't believe hospitality is an industry. I believe it's a virtue.” - Steve FortunatoLinks:LinkedIn: https://www.linkedin.com/in/steve-fortunato-3b990516/ Website: https://stevefortunato.com/ Book Link: https://amzn.to/45zaddw Shout Outs:0:38 - The Fig House https://www.fighousela.com/ 5:48 - Patina Group https://www.patinagroup.com/ 6:01 - Wolfgang Puck Catering https://wolfgangpuckcatering.com/ 14:49 - Bill Clinton https://en.wikipedia.org/wiki/Bill_Clinton 14:53 - Bob Hope https://en.wikipedia.org/wiki/Bob_Hope 24:39 - John F Kennedy https://en.wikipedia.org/wiki/John_F._Kennedy 43:44 - Toyota https://www.toyota.com/ 57:28 - D

What is the power of providing unique experiences?Today, Dan chats with the Co-Founders of Reset Hotels, Ben Uyeda and Adam Wininger, about their unique hotel venture designed for the next generation of conscious travelers. Ben and Adam share insights from their journey in hospitality, emphasizing the importance of midweek group bookings for corporate and wellness retreats, and creating meaningful, immersive experiences in the vast, open spaces of Joshua Tree. The conversation explores the concept of 'reset' in hospitality, the value of modular construction in remote areas, and future visions including art installations, unique retreats, and potentially an interplanetary hotel. Join the conversation as they discuss how thoughtful design and unique experiences can transform simple stays into unforgettable journeys.Takeaways:Excellence in hospitality (and any field) comes from attention to detail and continuous improvement—strive to perfect the small things, not just the big vision.Make sure you’re intentional about the guest experience. Always consider how you want people to feel during and after their experience with you, whether in hospitality, business, or daily life.Prioritize midweek group and retreat bookings. They are a key driver of business success.Be willing to evolve your ideas and operations as you learn from real-world experience. The best concepts often emerge from adapting to changing circumstances.Move beyond generic spaces—offer unique, authentic moments (like outdoor activities, art installations, or surprise elements) that guests will remember and share.Design experiences that encourage genuine interaction, such as group hikes, yoga at sunset, or shared reading materials.Make it easy to deliver “magical” experiences by building thoughtful, repeatable systems (e.g., providing thank you cards and mailing them for guests).Quote of the Show: ”I've always thought of hospitality as the craft of the welcome.” - Ben Uyeda“ We fully intend to do all that. Just creating little moments of surprise for people out in the desert.” - Adam WiningerLinks:LinkedIn: https://www.linkedin.com/in/ben-uyeda-6927215/ LinkedIn: https://www.linkedin.com/in/adam-w1818654323333/ Website: https://www.stayreset.com/ Instagram: https://www.instagram.com/reset.hotel/ Shout Outs:1:16 - Entrepreneurs Organization https://eonetwork.org/ 2:48 - HD Vegas https://hdexpo.hospitalitydesign.com/ 8:24 - U2 <a href="https://e

It’s not just about what you know or who you know, but who knows you. Today, Eileen Madigan, Senior Vice President of Global Interior Design at Las Vegas Sands Corp joins Defining Hospitality to discuss the power of networking and mentoring within the hospitality industry. With over 35 years of experience in luxury interior design, Eileen shares her journey from working at Four Seasons and Rosewood Hotels to leading significant projects in Asia for Sands. She discusses the importance of having a design philosophy, her experience with a life coach, and the intricacies of scaling luxury design for massive integrated resorts. Eileen highlights the importance of creating everlasting memories through thoughtful design, and offers valuable insights on career progression and the significance of internal and external partnerships in achieving design excellence.Takeaways: Take time in your career, ideally in your twenties, to understand and define what makes you unique. This clarity will help guide your professional journey and open up opportunities.Don’t wait until later in your career to work with a coach or mentor. Regularly seek outside perspectives to help you uncover your strengths, clarify your goals, and stay aligned with your purpose.It’s not just about what you know or who you know, but who knows you. Build genuine relationships and make your work and value visible to others in your industry.When leading projects or teams, assess and invest in the right people, establish clear processes, deliver quality products, and ensure profitability. All four fundamentals must be aligned for success.Whether designing spaces or leading teams, always consider the human experience. Details matter—focus on how people feel and interact with your work.Trust your instincts, appreciate the people and opportunities around you, and remember to enjoy the ride—even when it’s challenging.Quote of the Show:“At the end of the day, we’re creating everlasting memories.” - Eileen MadiganLinks:LinkedIn: https://www.linkedin.com/in/eileenamadiganasid/ Website: https://www.sands.com/ Shout Outs:0:40 - Leo A Daly https://leoadaly.com/ 0:41 - Rosewood Hotels and Resorts https://www.rosewoodhotels.com/en/default 0:43 - Four Seasons https://www.fourseasons.com/1:29 - Bruno Viterbo https://www.linkedin.com/in/bruno-viterbo/ 8:44 - Rob Goldstein https://investor.sands.com/governance/executive-management/def

How is adaptive reuse shaping the hospitality industry?Aimee Sanborn, Senior Vice President of Architecture at Premier joins Dan to dive into adaptive reuse. Aimee shares her passion for preserving history and discusses the challenges and rewards of transforming historic buildings into vibrant, functional spaces. From the streets of downtown Dallas to the lush landscapes of Key West, discover the intricate process and the meticulous attention to detail involved in preserving architectural heritage while breathing new life into old structures. This episode is a must-watch for architects, designers, and anyone interested in the intersection of history and modern hospitality.Takeaways: Embrace challenges and view constraints as opportunities to innovate. Adaptive reuse projects are known for their "gremlins" and challenges, but these major challenges can lead to an innovative, celebrated solutionAlways consider the end-user's experience first. In hospitality design, it's about making people feel connected to a place, its story, and a bespoke experience. creating designated lobbies and preventing cross-circulation between different uses, such as luxury condos and the public domain, to enhance the resident's experience.During economic downturns or challenging times, focus on maintaining quality, supporting your team, and staying optimistic. Despite the hospitality design world experiencing a recession with fewer projects since COVID-19, remaining true to yourself When working on historic buildings, focus on creating a narrative that connects people to the place and its past. This branding and storytelling can be carried throughout the project, from the hotel component to other uses within a vertically integrated mixed-use development.A key to successful adaptive reuse is "purposeful preservation," which involves celebrating a building's history and unique characteristics while thoughtfully adapting it for new uses. This includes bringing new life to spaces in a way that feels fresh and welcoming.Leverage historic tax credits, as they can be a significant financial driver for adaptive reuse projects.Quote of the Show:“When it comes to historic buildings, it’s about bringing new life to the spaces in a way that reflects their past, and makes them feel fresh and welcoming.” - Aimee SanbornLinks:LinkedIn: https://www.linkedin.com/in/aimee-sanborn-aia-ncarb-3b6b5944/ Website: https://www.premierpm.com/ Shout Outs:1:08 - Hector Sanchez https://www.linkedin.com/in/hector-a-sanchez-65799b7/ 6:34 - The National https://ww

Ever wondered how a space can make you feel genuinely cared for? Bruno Viterbo, Vice President of Design at Irvine Company, shares his profound insights into 'the sense of being known' and how it transforms hospitality design at every scale. Bruno shares his extensive experience in the design and real estate industries, including insights from his previous roles at Champalimaud Design and Las Vegas Sands Corp. He reflects on the unique lessons learned from industry legends and how these insights have shaped his approach to creating extraordinary spaces. The episode highlights the significance of partnerships, the role of conviction in leadership, and the challenges and creativity involved in working within regulatory constraints.Takeaways: Taking a moment to genuinely connect with people around you can provide opportunities for deeper understanding and relationships. Make an effort to be attentive and engaged in your interactions.Maintaining a sense of curiosity about other cultures, experiences, and professions can greatly enhance your perspective and creativity. Don’t hesitate to dig deeper and ask questions about the hows and whys of different practices.Cultivating long-term relationships with colleagues, clients, vendors, and mentors can significantly enhance your professional journey. Trust and mutual respect are foundational to successful collaborations.Embrace challenges and view constraints as opportunities to innovate. Regulatory and environmental constraints can inspire new levels of creativity and problem-solving.Always consider the end-user's experience first. This mindset can guide decisions in design, customer service, and overall environment creation, ensuring a more meaningful impact.During economic downturns or challenging times, focus on maintaining quality, supporting your team, and staying optimistic. Resilience and adaptability can help navigate and thrive in difficult periods.Learning from experienced professionals can significantly shape your career. Be open to listening and absorbing lessons from mentors and industry veterans.Quote of the Show:“I started by thinking that we needed to do a lot, and over time I realized I just need to listen a lot more. Then the doing sort of comes with it.” - Bruno ViterboLinks:LinkedIn: https://www.linkedin.com/in/bruno-viterbo/ Instagram: https://www.instagram.com/viterbobruno/ Website: https://www.irvinecompany.com/ Shout Outs:0:41 - Champalimaud Design https://www.champalimaud.design/ 0:42 - Las Vegas Sands Corp https://www.sands.com/ 0:56

“We love the one-off projects, but our real passion and what we're really looking for are ownership groups where we can do a project with them, forge a relationship, build that trust, and then we grow alongside them.” Joining Dan is Aggie Zamir, Vice President of National Hospitality and Gaming at Cumming Group. They discuss Aggie's insights into the luxury hospitality industry, the importance of building trust and relationships, and how Cumming Group works as a project management office (PMO) and owner's representative. The conversation also touches on mentoring young professionals, the impact of industry organizations like AHLA, and the personal fulfillment that comes from fostering community within the hospitality sector. Takeaways: Establish trusted relationships within your teams and with clients. Trust and strong relationships can help navigate through project stresses and challenges more effectively.Focus on finding clients who appreciate and value your service offerings and are looking for a long-term partnership. This can help with sustained, meaningful growth rather than just seeking one-off projects.Whether in a project setting or through professional dinner gatherings, creating a sense of community among colleagues, clients, and industry professionals can lead to more inspiring and productive collaborations.Navigate client preferences by partnering them with experienced team members who can help guide projects to success while respecting client visions and requests.Utilize available technology like project dashboards to keep track of multiple project metrics and ensure streamlined communication across teams and with clients.Get involved in mentoring young professionals or students in related fields. It can be both personally rewarding and beneficial for the industry.Quote of the Show:“Everybody can participate in their community or participate in the industry or mentoring in their own personal way, right? There's no prescription for it.” - Aggie ZamirLinks:LinkedIn: https://www.linkedin.com/in/aggie-zamir-a750982b/ Website: https://cumming-group.com/ Shout Outs:0:42 - AHLA https://www.ahla.com/ 0:45 - SCI Arc https://www.sciarc.edu/ 2:37 - Redbird https://redbird.la/ 37:16 - Joe Saatcamp https://www.linkedin.com/in/joe-saatkamp-3b1b6712/ 37:32 - TRT Holdings https://trtholdings.com/ 37:39 - Omni Hotels https://www.omnihotels.com/ 38:46 - Gavin Middleton

“ It's a core tenant of who we are, and it's called put people first. We take care of our people.” Derek De Salvia, Executive Vice President and Chief Customer Officer at Hilton Grand Vacations, joins Dan today to dive into the world of vacation ownership. The discussion covers the personal and professional aspects of hospitality, the evolution and benefits of the vacation ownership model, and how Hilton Grand Vacations differentiates itself in the industry, especially as one of Newsweek’s Top Most Loved Workplaces. Derek shares insights into customer education, the impact of multi-generational ownership, the importance of team member engagement, and the adaptability of vacation ownership through economic cycles and evolving customer needs. The episode concludes with advice for potential customers and an invitation to experience Hilton Grand Vacations firsthand.Takeaways: Train your team to understand the difference between basic service and true hospitality. Aim for over-delivery on guest expectations.Highlight the importance of creating lasting memories for families, which can be a significant selling point for returning customers and multi-generational travel.Ensure guests are well-informed about how to maximize their memberships or stays through tutorials, seminars, and resources available on member pages.Foster a culture of hospitality among team members. When employees feel valued and cared for, they are more likely to pass on that sentiment to guests.Consider the long-term benefits and memories that owning a timeshare can create for your family across generations, rather than just focusing on the upfront costs and annual fees.Continuously gather and act on feedback from guest surveys and team member inputs to refine services and address any issues promptly.Quote of the Show:“We couldn't talk about hospitality and what that means to people if we didn't share that love and warmth of hospitality to our team members.” - Derek De SalviaLinks:LinkedIn: https://www.linkedin.com/in/derek-desalvia-m-s-5a2b5521/ Website: https://www.hiltongrandvacations.com/ Shout Outs:0:59 - Newsweek https://www.newsweek.com/ 3:32 - Hilton https://www.hilton.com/en/ 7:59 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 18:21 - Great Wolf Lodge https://www.greatwolf.com/ 18:25 - Blue Green Vacations https://www.bluegreenvacations.com/ 18:27 - Bass Pro https

“We are a hospitality company first and foremost.” Joining Dan this week is Alissa Klees, the Brand Leader of Spark by Hilton, the trailblazing brand that earned Hilton recognition as one of Fast Company's 2024 Most Innovative Companies. Alissa delves into what hospitality means to her, encompassing both personal and professional interactions. She shares the incredible journey of Spark, from its secretive "Skunkworks-type room" origins to its rapid global expansion. Highlights include the brand's focus on simplicity, affordability, and owner satisfaction, making conversions quick and efficient. Alissa emphasizes the positive impact on hotel staff pride and guest experiences, backed by Hilton's innovative culture and robust supply chain strategies. The episode also explores future growth opportunities and the lasting impact Spark aims to achieve within the industry.Takeaways:Ensure that the guest experience is straightforward and predictable to meet their expectations consistently. Consider establishing strong partnerships with supply chain managers. Look into negotiating bulk purchasing agreements to keep your renovation or building projects on schedule and within budget.Implement systems that align with the philosophy of 'people serving people' to build a strong, service-oriented culture.Collect and analyze guest feedback to identify design or service aspects that need improvement. Be flexible and ready to adapt based on the feedback to continually enhance the guest experience.Provide value-driven experiences to make budget-conscious guests consider and prefer your brand.Quote of the Show:“We are a hospitality company first and foremost.” - Alissa KleesLinks:LinkedIn: https://www.linkedin.com/in/alissak/ Website: https://www.hilton.com/en/brands/spark-by-hiltonShout Outs:0:48 - Fast Company https://www.fastcompany.com/ 1:50 - Skunkworks https://www.lockheedmartin.com/en-us/who-we-are/business-areas/aeronautics/skunkworks.html 2:00 - Lockheed Martin https://www.lockheedmartin.com/ 2:35 - Larry Traxler https://www.linkedin.com/in/larrytraxler/ 5:38 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 6:17 - Hampton https://www.hilton.com/en/brands/hampton-by-hilton/ 16:24 - Sone

It takes determination to dive into hospitality and come out with a boutique hotel that is successful, and that is what Chris Lenz, Founder and CEO of La Compania Hotels and Resorts. Chris shares his journey from opening 37 restaurants to creating extraordinary hotels in Panama. They explore his passion for hospitality, his uncompromising vision, and the meticulous planning that goes into building unique hospitality experiences. Learn about Chris's journey from restaurateur to hotelier, his innovative trifecta perfecta concept, and his ambitious plans for redefining luxury travel in Panama.Takeaways: Always strive to create unique and memorable experiences that differentiate your property or service from others. Focus on curating personalized touches and special features in your establishment that guests will remember and talk about.Maintain an uncompromising vision and execute it with passion. The team must understand and align with this vision to consistently deliver the intended guest experience.Consider partnerships with larger brands for access to their distribution networks, loyalty programs, and market reach. Ensure the partnership aligns with your property’s unique and boutique characteristics to maintain brand integrity.Enhance the guest journey by minimizing travel hassles. For example, offering private transportation or concierge services that streamline and personalize the guest’s travel experience.Even with growth, maintain high standards for service, safety, and uniqueness. This is critical for retaining your brand's value and ensuring guest satisfaction.Quote of the Show:“I'm gonna build the best historic landmark hotel in Central America. I'm gonna change the tourism of this country.” - Chris LenzLinks:Website: hlcpanama.com https://www.hyatt.com/unbound-collection/en-US/ptyub-unbound-hotel-la-compania Shout Outs:2:02 - Mikey Dobin https://www.linkedin.com/in/mikey-dobin-04308468/ 2:02 - Diana Dobin https://www.linkedin.com/in/diana-dobin-319108b5/ 4:25 - Journey https://en.wikipedia.org/wiki/Journey_(band) 4:26 - Arnel Pineda https://en.wikipedia.org/wiki/Arnel_Pineda 9:36 - Setting the Table by Danny Meyer https://www.amazon.com/Setting-Table-Transforming-Hospitality-Business/dp/0060742763 10:10 - Union Square Cafe <a href="https://www.unionsquarecafe.co