Dive into the complete episode list for Defining Hospitality. Each episode is cataloged with detailed descriptions, making it easy to find and explore specific topics. Keep track of all episodes from your favorite podcast and never miss a moment of insightful content.
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18 Sep 2024
Leadership in Design: Intern to Principal - Alessia Genova - Defining Hospitality - Episode # 169
00:56:42
In this episode of Defining Hospitality, Dan interviews Alessia Genova, a noted interior design expert in the hospitality industry. Alessia shares her inspiring journey from starting as an intern at Tihany Design to becoming the company's principal and managing partner. With over 15 years of experience, Alessia discusses her passion for hospitality design, the importance of relationships and reputation, and the challenges and triumphs she encountered when taking over the company. The conversation offers valuable insights into maintaining high-quality standards, navigating career transitions, and balancing innovation with tradition in the design industry. She is an inspiration to hospitality professionals everywhere, you don’t want to miss this episode!
Takeaways:
Identifying and communicating the mission behind what you do can energize and drive you and your team. In hospitality, for example, the goal might be to make people feel cared for during their journeys.
Building strong, lasting relationships within your industry—whether with clients, colleagues, or vendors—can be a foundation for long-term success.
Nurturing your team members and providing mentorship can foster a strong, supportive working environment. Encourage personal and professional growth through guidance and sharing knowledge.
For firms with a rich legacy, it’s essential to balance the respect for past accomplishments with the drive to innovate and explore new paths.
The COVID-19 pandemic was described as a non-linear challenge, indicating the importance of adaptability. Leaders must stay flexible and manage unforeseen changes effectively.
Focus on the quality of work and craftsmanship, from design to execution. Detailed project planning and immaculate attention to detail can set you apart.
Quote of the Show: “Eventually you grow and you understand that having an understanding of these spaces will help you also design them in a certain way.” - Alessia Genova
The Wake of Hospitality - Kim Kaupe - Defining Hospitality - Episode # 112
01:05:02
Each and every person, regardless of profession, is in the industry of hospitality. The interactions you have with everyone create ripples of hospitality that extend well beyond a single moment. To help you create big ripples, we’re joined by an entrepreneur whose mission is to help others let their business-based superpowers shine. Joining the show this week is Host of the Podcast “Coffee with Kim” and Co-Founder of Bright Ideas Only, Kim Kaupe. Dan sits down with Kim to learn about why LinkedIn is the best platform to focus your energy on, how we are all in hospitality, and how to be more confident when evangelizing your own work.
Takeaways:
Hospitality is the stone you throw into a pond and the impacts on others are the ripples in the water. It is also how people talk about you when you’re not in the room, how you make them feel, and what people are walking away from interactions with.
Being the champion of your own accomplishments is difficult. Speak about yourself as you would your best friend. Don’t be afraid to acknowledge accomplishments, highlight your skills, and be direct when asked about your career responsibilities.
Business awards, like the “40 Under 40”, can help further your professional goals and raises. Following in the thread of being the champion of your accomplishments, you can also nominate yourself for these awards without fear of being underqualified.
If you only have time for one social platform, LinkedIn is the best. It’s the only one that is crawled by Google so content doesn’t get lost in the archives. As only 1% of LinkedIn users post, your content won’t be lost in a heavily saturated feed.
Because LinkedIn shows what your connections comment on and like, it boosts the reach of any content you post, displaying it on a worldwide platform full of C-Suite Executives.
Share your knowledge and content, whether you think it’s valuable or not. If one person or a hundred thousand people find it important, you made an impact, changed their direction, or taught them something new.
When running a business, you are pitching not only the product or service, but also yourself in tandem with your brand. By being succinct in describing your skills, you help the client more confidently make the decision to choose you.
Quote of the Show:
“Talking about yourself or sharing your knowledge will be like the very first pushup in the gym, but you have to keep going.” - Kim Kaupe
Investing In The Guest Experience - Keith Brenan- Defining Hospitality - Episode # 153
01:03:49
As an advisor, helping guide your clients to the project of their dreams can be challenging yet rewarding. Here to shed light on the advisory process is a Principal and Managing Director at Weitzman, Keith Brenan!
Keith joins Host Dan Ryan to discuss the nuances of investing in hospitality properties, and some of the many considerations that clients may have. Keith also shares the difference between institutional and mom and pop investors, the best way to mix hospitality and office space, and how to pick the perfect amenities.
Takeaways:
While hospitality touches on many different aspects, at its core, it is about welcoming and understanding. Hospitality is about the ability to welcome into a space and exceed their expectations in terms of what they expect from human interaction.
Hospitality as an investment class presents some unique challenges. As your tenants are essentially checking in and out on a daily basis, quality amenities alone don’t cut it. To truly make hospitality excel as an investment, the human element must be there.
Advisors see two typical types of investors, institutional and mom and pop investors. Institutional investors are typically assessing if they want to get involved with hospitality, while mom and pop investors already have a vision and need help implementing it.
Having the right amenities makes a great project. By tying the value of the amenity to the development of the building creates a cohesive experience for guests. Unique amenities serve as a focal point for guests when choosing a place to stay.
Many investors are not only considering the current role of a hospitality asset, but how the building may need to transform over the years. As topics like adaptive reuse become more popular, more investors are looking for flexible assets.
When mixing hospitality and office space in a single building, hospitality needs to be on the top half, however, elevated lobbies present unique challenges. Consider how guests enter the building, and simplify the path they take to get to the lobby.
As an advisor, your main role is to show people all the details and help them make an informed decision. While telling someone no on a project can be disappointing, it’s better than letting someone go down a path towards eventual failure.
Quote of the Show:
“It's a way of welcoming and it's a way of understanding. It's providing human interaction often in a physical space.” - Keith Brenan
All Guests Are Guests - Nicky Unkles - Defining Hospitality - Episode # 115
00:51:49
In the world of design, you run the risk of losing focus on the end goal, creating great experiences for guests. Here to offer clarity is a development and planning specialist who excels at creating multi faceted luxury experiences. Projects that were completed under his vision include Faena Miami Beach, and Public NYC. Joining the show is Senior Vice President at Cumming Corporation, Nicky Unkles! Nicky shares his insights with Host Dan Ryan as they explore what it means to create luxury, and ultra luxury, experiences.
Takeaways:
True hospitality is a friendly reception of your guests. It means being authentic and sincere in your treatment of guests, anticipating their needs, and offering all guests the same experience, regardless if they are a CEO or an intern.
When it comes to balancing the needs of the stakeholders, and keeping your project on time, it starts with having a defined process. It’s important to stick to the process, but when it’s necessary to deviate, ensure all parties know the impact on the timeline.
One of the biggest challenges for new hospitality projects during the pandemic was supply shortages. As budgets, timelines, and vendors had been set months in advance, it required a collaboration with procurement agents to find new options.
A typical project lives or dies within the first few days. When you first sit down with a client, your job is to help put their vision onto paper. Creating a layout and budget that reflect that vision, and your ability to sell it, will decide success for your project,
When you start a project, it’s crucial to see it to completion. While potentially grueling, you’ll quickly discover areas of improvement for the next iteration. Additionally, seeing a project from vision to closeout is invaluable experience as a designer.
Covid changed both the hospitality industry, and what guests want from their stays. Today’s guests want more service, and better experiences, with consistency as the keystone that holds the experience together.
The core of your design needs to revolve around the guest’s experiences. Certain design elements may seem like important additions, but if they won’t impact the guest experience, those additions are an unnecessary use of time, money, and effort.
Quote of the Show:
“The world of hospitality is forever changed. People aren't going to accept substandard anymore.” - Nicky Unkles
Mentorship is so valuable, especially in hospitality. Today Dan interviews Kellie Sirna, Owner and Principal of Studio 11 Design. Kellie shares her journey through 20 years in the hospitality design industry, highlighting key milestones such as the purchase and renovation of a historic building, the expansion of her business with sister companies specializing in branding and art, and the challenges of entrepreneurship. They explore the importance of mentorship, the evolving landscape of hospitality design, and navigating through the pressures of business restructuring. Kellie also discusses her vision for the future, including international expansion and the development of Studio 11 Design-branded residences. The conversation offers insights into the ups and downs of running a successful design firm and emphasizes the power of collaboration, trust, and perseverance.
Takeaways:
Actively seek out mentors or become one yourself. Reach out to industry leaders for coffee meetings to gain insights.
Focus on building and maintaining trust with clients. High trust levels can result in more creative freedom and better project outcomes.
In design projects, delve deeply into the local neighborhood's story rather than relying on broad stereotypes or generalizations. This makes the design more authentic and engaging.
Consider expanding available services such as branding and art installations within your firm to maintain a cohesive narrative and offer comprehensive solutions to clients.
Invest in creating a collaborative and enriching workspace for your team to foster loyalty and productivity.
Explore new and innovative project types, such as multifunctional spaces or projects in unique locations, to stand out and attract interest.
Quote of the Show:
“ The people in hospitality, we’re a different breed. We live and breathe hospitality. It's who we are.” - Kellie Sirna
Bridging Cultures with Hospitality - Marion Emmanuelle Bullôt - Defining Hospitality - Episode # 171
00:54:25
In this episode, we explore the essence and impact of hospitality in various contexts. Dan interviews Marion Emmanuelle Bullôt, the Managing Partner of AvroKO Hospitality Group. The conversation dives into Marion's career journey, starting from her early days in France, her influential experience with Gordon Ramsay, to her current role where she oversees strategy and concept development at AvroKO. Marion provides insights into how hospitality can transform spaces, enhance business strategies, and create meaningful experiences. The episode also highlights AvroKO's global projects, the importance of understanding market constraints, and the evolving nature of hospitality in enhancing guest experiences and business success.
Takeaways:
When expanding or starting new ventures in different regions, understanding the local context and customer needs is crucial.
Leaders should have a clear understanding of the financial realities of their business, such as the P&L of restaurants or the budget constraints for food and beverage in specific projects.
Encourage and value diverse experiences within your teams to innovate and solve complex problems.
Building trust with clients through transparent communication and demonstrating expertise can help in securing buy-in for ambitious projects. Focus on ensuring clients understand both the vision and the practical steps.
Think about how every touchpoint, from design to customer interaction, contributes to the overall experience and brand perception.
Be prepared to adapt and evolve with changing market conditions. Whether it's incorporating new technology or rethinking strategies post-pandemic, leaders must remain flexible and open to change.
Effective F&B strategies can significantly contribute to the revenue of hotels and other establishments. Consider investing in high-quality F&B offerings and understand the unique value it can bring to your business.
Quote of the Show:
“I have lots of early childhood memories that tie into hospitality and I just love that it comes with me through my day-to-day, through my work, and through everything I do.” - Marion Emmanuelle Bullôt
Collect The Dots To Connect The Dots - Jessica Gidari - Defining Hospitality - Episode # 136
00:48:02
Our guest this week has a passion for creating restaurants that redefine the dining experience. With the innate ability to take a concept and turn it into reality, she drives innovation in the industry. Welcome to the show, Senior Director of Design & Concept Development at Union Square Events, Jessica Gidari!
Dan Ryan hosts Jessica to delve into her approach to creating unique restaurant experiences and her understanding of true hospitality. Jessica shares the importance of collecting the dots, discusses her experiences with Union Square Hospitality, and explores the power of hospitality in all aspects of life and business.
Takeaways:
Hospitality is the act of doing something for someone rather than just doing it to them. While it may be customary to offer complimentary drinks, a customer may not want them, thus putting the customer in an awkward situation.
Active listening and making connections are key elements in collecting valuable information. Utilizing these skills allows for effective networking and the facilitation of beneficial collaborations.
Making meaningful connections with others can unlock the magic of building strong relationships, fostering teamwork, and enhancing personal growth. These connections create moments of excitement and shared understanding that can have a lasting impact.
A cohesive combination of design, atmosphere, and narrative in a space can create a powerful and memorable experience. Ensuring all elements align and speak the same language enhances the overall impact and leaves a lasting impression on visitors.
Prompt problem-solving is crucial in the hospitality industry, ensuring a seamless experience for guests even in challenging situations. By swiftly addressing issues and offering suitable alternatives, restaurants can uphold customer satisfaction.
Hospitality should start by warmly welcoming guests and understanding their purpose for visiting. By paying attention to their cues and preferences, you can offer appropriate suggestions to enhance their experience.
Hospitality is crucial in corporate environments, as it creates a sense of belonging and pride for employees while enhancing their overall experience. Incorporating innovative food and beverage concepts helps foster a positive and engaging work environment.
Quote of the Show:
“Hospitality is when you do something for someone rather than to someone.” - Jessica Gidari
Our guest on Defining Hospitality this week is an architect with over 2 decades of experience designing spaces. He’s a renowned leader who thrives in the intersection of hospitality, real estate development and technology. Welcome to the show, President of The Hardy Group, Brent Hardy! Dan shares the mic with Brent to learn more about Brent’s background and how The Hardy Group has grown. In this episode, Brent shares strategies for balancing vision and budget, highlights the importance of effective communication, and looks towards the future of the hospitality industry.
Takeaways:
For Brent, hospitality is more than just a hotel building or an office space. Hospitality is about the interactions with people, and appreciating the moments throughout the whole experience.
When working on a project, balancing vision with budget is a necessary aspect that takes planning. While making changes to your design is never the first plan, your team needs to be collaborative on making adjustments to fit budget constraints.
When new clients enter the industry, they don’t fully understand the operational requirements or a property. When helping design new buildings, you’ll need to communicate the nuances of planning for operations.
As the industry matures, it’s more important than ever to have a plan for training your next generation. Build out opportunities for them to grow as professionals and to step into leadership roles.
When looking towards the future, companies with a strong foundation need to be focusing on expanding their vision. Find new entrances to the market, try new ideas, and identify missed opportunities from the company’s history.
When working with a client for the first time, they may have concerns. To instill confidence in your clients, you need to demonstrate both technical aptitude and a level of passion for what you do. Passion for your work is integral in building trust.
While clients don’t need to know every technical detail on a product, they do want to know you understand their concerns. By putting yourself in their shoes, and empathizing with their needs, you build a stronger relationship.
Quote of the Show:
“10 years from now, if we’re doing the exact same thing we’re doing now, we’ve made a mistake.” - Brent Hardy
Hospitality For The Planet - Bruce Becker - Defining Hospitality - Episode # 134
01:21:17
Today's guest leads the charge of finding new ways to build and design sustainably. He’s responsible for the first zero emissions and passive house certified hotel in the United States. Our guest this week is none other than President at Becker + Becker Associates, Bruce Becker!
Bruce joins Dan Ryan from the Hotel Marcel in New Haven, Connecticut, for a conversation on how he is trailblazing the world of sustainable hotels. Bruce shares his motivations for the hotel, how other brands need to better incentivize sustainable building practices, and how he took on his first hotel project.
Takeaways:
Hospitality is about caring for both people and their environments. You can’t be generous with hospitality while polluting the planet. Hospitality means preserving the future while innovating in the present.
Beyond the good for the planet, sustainable initiatives can save a hotel on budget. A lower energy bill can save you as much money as having an extra 20 rooms. For the Hotel Marcell, their initiatives add up to about $300,000 a year to their bottom line.
Despite the operating benefits of more environmentally friendly options, many brands still have issues implementing them, as no one directly owns these initiatives. To solve this, brands need to appoint individuals to choose more sustainable options.
When hotel designers are over budget, their first intention is to start cutting back on costs from different sections. Environmental tax credits and grants are a potent way to adopt new technology while making budgets more efficient.
When designing a hotel, it’s important to consider how each of the different functions interplay with each other. When you have over 100 rooms, you also need meeting rooms, lounge space, and open space.
When looking to add solar to a hotel, building roof space can be a limiting factor. Covering parking spaces with solar panels offers a unique way to take advantage of existing space. A 4 story hotel has enough parking space to be 100% net zero.
While there are incentives for individual designers to adopt sustainable practices, there needs to be more pressure from brands. Much like a hotel can’t open until passing a safety inspection, brands should require a certain level of sustainability before opening.
Quote of the Show:
“You have to have a holistic approach to taking care of people and their things and their environment and their planet.” - Bruce Becker
The Importance Of Authenticity - Gene Gebolys - Defining Hospitality - Episode # 121
00:59:12
Our guest on this week’s episode is someone who over the past 25 years has played a pivotal role in the development and adoption of biofuels. He’s a forward thinking leader who is committed to creating a better world. Joining Dan Ryan is President and CEO at World Energy, Gene Gebolys!
Gene highlights the importance of achieving net zero, the value of being authentic, and the technology behind biofuels.
Takeaways:
Hospitality is about welcoming others into your space and putting them at ease. In the context of sustainability, it is crucial to focus on decarbonizing sectors like aviation and help people travel with a lower carbon impact, aligning their actions with their values.
Net zero is a critical concept in combating climate change, where the goal is to remove as much carbon as is emitted. Though offsets exist to absorb emitted carbon, their effectiveness and quality vary, calling for careful consideration in their implementation.
Offsets have been widely abused, leading to a lack of confidence in them. However, the use of insets, which displace carbon emissions in the same sector, provides a high-quality alternative to offsets that can effectively reduce a sector's carbon footprint.
Displacing fossil fuels with alternative energy sources may seem small in scale compared to the overall demand. However, it is crucial for leading brands to authentically uphold their net zero commitments and inspire other companies to join them.
The importance of embracing innovation, energy efficiency, and sustainable living, lies in their ability to create a more thoughtful, connected, and sustainable future for all. To move forward, we must embrace a more community focused way of life.
Approximately 9% of global carbon emissions are emitted during steel production. To address this, there is a growing need for increased efficiency and thoughtful design to reduce the creation and disposal of preventable waste.
By using wind energy to break water into Oxygen and Hydrogen, wind energy can be stored in the form of “green hydrogen”. This allows for a renewable energy source like wind, to be bottled up and transported across the globe.
Quote of the Show:
“If you're a corporate leader today, how can you be a corporate leader on everything but the biggest problem the species faces?” - Gene Gebolys
Creating Welcoming Experiences - Gray Davis - Episode # 096
00:50:17
Today’s guest is a 2022 Inductee into Interior Design Hall Of Fame,and he approaches design with 5 key elements; sustainability, technology, the client, timelessness and innovation. He pushes beyond the familiar to create buildings and interiors that are distinctive, imaginative and site specific. Please welcome to the show, Gray Davis! Gray is the Co-Owner & Co-Founder of Meyer Davis, Designer. Gray joins the host Dan Ryan to share his inspirations from the hospitality world and how he journeyed his way through this beautiful industry.
Takeaways:
Hospitality is all about the experiences for the guest. It allows the owner or operator of the hotel to be a storyteller and provide the guest with a unique experience that they won’t be able to receive elsewhere.
When you are designing a hotel, you want to make sure that it is a welcoming environment to the guest, and the best way to do this is by being a good listener. Think about the goals the brand or the client wants to achieve and use it as a guide.
Typically, design firms are focused on one area but you can learn from every project you work on. This prevents people from being pigeonholed and allows a designer to see all the perspectives on different projects.
If Gray could go back and see his younger self, the biggest piece of advice he would offer is to follow your passion. Through all the struggles that he faced, he wouldn’t change anything for the outcome he got.
At the end of the day, the design for a hotel should be something that puts a smile on someone’s face or shines a light on something that they never knew or thought before.
A great idea can come from anywhere and anyone on the team. It doesn’t matter what role they play, whoever has the best idea is the one that you should run with.
Quote of the Show:
3:24 “There's nothing more rewarding than completing a project, a hotel or resort, somewhere and then seeing how people experience it and react to it.”
Building Together - Ian Mills and Becca Roderick- Defining Hospitality - Episode # 193
00:59:53
Today we discuss the intersection of architecture and interior design, finding a common ground for both aspects to complement each other. Ian Mills and Becca Roderick, Executive Directors of Architecture and Interiors, respectively, at Morris Adjmi Architects. They delve into the concept of hospitality, the collaborative process within their firm, and how they align their visions to create contextually relevant and impactful projects. The conversation covers notable projects like the Wythe Hotel and The Forth, emphasizing how thoughtful design can redefine neighborhoods and meet client expectations. They also discuss the emergence of branded residences and the importance of client buy-in and strategic investment in design.
Takeaways:
Encourage regular collaboration and communication between the architecture and interior design teams to align on the project's North Star.
Conduct thorough research on the location, history, and context of the project site to create designs that are both impactful and fitting with the surroundings.
Prioritize elements that make guests feel cared for, regardless of the budget or exclusivity of the experience.
Invest in high-quality design, as it can significantly enhance the financial performance of hospitality projects. Tightly manage budgets to ensure investments are spent judiciously and effectively.
Be prepared for unexpected challenges, especially in adaptive reuse projects. Have mechanisms in place to manage and respond to these surprises.
Keep clients informed and involved throughout the project's lifecycle to ensure continuous alignment and buy-in.
Quote of the Show:
“ We're bringing the same mentality and sort of rigor to every project because we think that every project can change the neighborhood that it's in.” - Ian Mills
“ When you strip everything back and peel things away, hospitality is really about caring for people and fostering community.” - Becca Roderick
Overcoming The Limitations Of Your Circumstances - Amanda Knox - Defining Hospitality - Ep # 116
00:57:13
In an environment designed to be anti hospitable, it is a daunting task to create a space of warmth and comfort. Today’s guest is someone who helps bring a sense of hospitality to otherwise unwelcoming spaces. She is an activist who fights for justice and advocates for those whose voices have been silenced. Joining the show this week is author of her memoir “Waiting to be heard” and the Host of the “Labyrinths” podcast, Amanda Knox.
Amanda sits down with Host Dan Ryan to share how she was an advocate for her community while in prison, the steps for resolving conflict with others, and the ways someone's background shapes others’ perceptions of them.
Takeaways:
True Hospitality is identifying someone's needs, and using the resources available to you to meet those needs. This can be enacted through giving someone a comfortable place to stay, or simply being an advocate for them.
Someone's background creates a lens through which each interaction they have will be viewed. For people who are previously incarcerated, they face a lens of inherent suspicion and distrust from others.
While tough situations require positive outlooks, those outlooks vary person to person. For Amanda, her positive outlook was accepting the circumstances, and making the best out of them. Her mother’s outlook was fighting for what was right without giving up.
There are four steps to resolving conflict with a person. Set the stage by finding common ground you can agree on; identify the strongest form of their argument they are trying to argue; show them compassion; and ultimately, allow yourself to be open to change.
When large impacts happen, they affect everyone around the individual. Families are put under undue emotional, financial, physical and emotional stress as they work to assist those affected.
While Amanda was incarcerated, she sought to overcome the limitations of the situation and assist others as best she could. She became a writer and translator for other prisoners, helping them write home and read court documents.
Quote of the Show:
“No matter what circumstance you are in, no matter what condition you're in, there's always the opportunity to connect with people and to make some kind of positive impact in other people's lives.” - Amanda Knox
Today, Dan Ryan hosts Dwayne MacEwen, a renowned architecture and design professional, and Founder and Principal of DMAC Architecture and Interiors. The conversation delves into Dwayne's journey from working at Jordan Moser to starting his own company. They discuss his innovative approach in the hospitality industry and explore his projects like the award-winning American Airlines lounge and unconventional methods—bending wire sculptures, carving topography models, and prioritizing intuitive design without heavy reliance on signage. The episode emphasizes the importance of creative processes, client relationships, and pushing the boundaries of traditional design.
Takeaways:
Approach spaces with an outside-the-box mentality. Design shouldn't just meet the programmatic needs but also transcend and innovate beyond traditional expectations.
Personalize spaces using hospitality as a guiding principle, even if they fall outside traditional hospitality contexts (e.g., airport lounges, utility buildings).
Reduce dependence on signage by using materials and layouts that intuitively guide guests through spaces.
Engage deeply with client feedback and adapt designs accordingly—a close, collaborative approach can lead to unique and successful outcomes.
Trust and invest in the design process, from initial sketches to full-scale mockups. This can ensure a holistic, well-thought-out final product.
Small details, such as acoustics and material finishes, can significantly enhance the guest experience. Pay attention to elements that might not be obvious but improve the overall ambiance.
Be open to new challenges and projects outside your immediate expertise. This can lead to innovative solutions and broader experience.
Quote of the Show:
“ We succeeded at developing something really special by thinking outside of the box and applying hospitality to everything that we do.” - Dwayne MacEwen
Compounding Family Business - Teague Hunter - Defining Hospitality - Episode #103
00:47:26
Today’s guest is an expert in the hospitality industry who has established his firm as the 3rd most successful US brokerage firm within the hospitality industry. He’s the host of the weekly series Teague Walks and Teague Talks where he focuses on outstanding properties and the people behind them. Joining the show this week is President & CEO at Hunter Hotel Advisors, Teague Hunter. Teague sits down with Host Dan Ryan to discuss how he got started in hospitality, the challenges of operating a hotel, and how Private Equity firms changed the hotel landscape.
Takeaways:
Most people view hospitality either on the operations and service side, or the physical buildings side. For Teague, hospitality is a way of life. It’s what he was raised in, and is something he has built a life and career in.
When Private Equity firms started investing in hospitality, it changed the landscape. To investment firms, properties became a number on a spreadsheet. Where PE firms faced their biggest challenge was understanding the operational nuances of hotels.
As hotels have evolved to include rooftop bars, bistros, and restaurants, assessing value gets more complicated. However, by bundling those assets together, you can purchase them for a 6-7% cap rate, rather than a 10+% cap rate separately.
Typical investment properties like office space or multifamily units offer fairly straight forward investments. Hotels offer more revenue, but require a higher level of operational talent. Good operators can make a hotel, while bad operators will break one.
Hotels are not cookie cutter, and there is no reason their management should be either. Each hotel will have a regional aspect to it, and when looking to invest in a hotel, you need to pair with management that can support those attributes.
While investors are responsible for managing the bottom line, success starts with your employees. Employees are your number one customer, and if you take care of your people first, it all trickles down after that.
While Hunter Hotel Advisors has grown as a business, it remains a family business with a core focus on its people. Their culture of teamwork and open communication has fostered an environment of success.
Quote of the Show:
“We can speak to Wall Street, our DNA is in Main Street.” - Teague Hunter
In this episode of Defining Hospitality, host Dan Ryan talks with Oscar Mejia, Co-Founder of Asociacion de Casas a Hogares (Houses to Homes) based in Antigua, Guatemala. The discussion delves into Oscar's background, his passion for improving housing, education, and healthcare for underprivileged communities, and the impactful work of his organization. Dan shares personal experiences from his and his family's hands-on volunteer work in Guatemala, emphasizing the themes of hospitality, shelter, and community service. The episode highlights the challenges and successes of building homes and running a school in a region with significant poverty, along with ways people can get involved.
Takeaways:
Advocate for and participate in service projects like those organized by Houses to Homes. This can enhance social responsibility and create a positive impact.
Build partnerships with charities and nonprofits that align with your brand’s values, showing your commitment to making a positive difference in the world.
Encourage a supportive and welcoming atmosphere. This can lead to better team morale and productivity.
Gather and share stories from volunteers who have had positive and transformative experiences with your service projects. Use these testimonials to promote your initiatives and attract more support.
Develop efficient systems for handling materials and organizing volunteer groups. Well-organized projects make it easier for volunteers and enhance their overall experience.
Promote your initiatives and impact through robust social media campaigns and updates. This can help in raising awareness and attracting support globally.
Ensure that your service projects and hospitality services are inclusive, welcoming people from different backgrounds and religions, and reinforcing the universal appeal of hospitality.
Quote of the Show:
“ One of the most important things is improving the living conditions of the people. It's the main goal for us for sure.” - Oscar Mejia
You’re Never Stuck In A Bucket - Molly McDonald - Defining Hospitality - Episode #104
00:49:22
Checking in for today’s episode of Defining Hospitality is a passionate member of the hospitality space who sees design through a unique lens. She’s a design maven who flawlessly utilizes her skills for business development. Joining us today is Associate, and Director of Business Development at Looney Associates, Molly McDonald. Molly joins host Dan Ryan to share her journey from Designer to Director, explore hospitality as a sense of community, and explain why you’re never stuck in one bucket in the industry.
Takeaways:
For Molly, her definition of hospitality has changed with her career. When she started, hospitality was a space she designed within. As her career progressed, hospitality began to evolve into a feeling of community, highlighting the importance of collaboration.
As a young designer you may feel worried about getting stuck in one place for too long. You’re not limited to one path, but a change doesn’t need to come externally. If you vocalize your wants to your company, you can find a fulfilling change internally.
Every client facing business relies on strong customer relationships, and hospitality is no different. In the hospitality design industry, client relationships can last up to 5 years, and you need to be prepared to work with that client for a long time frame.
If you’re looking to get into business development, having a strong design background is crucial. To effectively sell, you need to know what you’re selling, and be able to speak to nuances in schedules, processes, vendors, and more.
While there are many talented driven designers out there, there are only a handful of lead designer roles at firms. For designers looking for other high caliber roles, business development allows you to both utilize your design skills, and drive growth for your firm.
While Revit and BIM may feel like overkill on some projects, they provide value in communicating ideas to clients. 3d renders give a better sense of the project to decision makers who aren’t familiar with reading floor plans.
Hospitality design has gotten more and more intricate. More frequently, designers are interacting with architects at early stages, and providing the lens of hospitality to non-traditional projects like senior living facilities and social clubs.
Quote of the Show:
“I've always loved getting to know everybody and I didn't realize that I could turn that into my job.” - Molly McDonald
When it comes to finding the right workplace, the environment matters much more than the work. This week, we’re joined by a designer who understands firsthand the value of creating welcoming environments in both her workplaces and designs. Our guest this week is Lead Designer, Principal, and Founder of AJC Design, Alicia Cannon!
Alicia joins Dan Ryan for a conversation on what being an entrepreneur in the hospitality industry is like. Alicia shares her tips for finding the right environment, what makes starting your own brand worth it, and the best ways to train new members.
Takeaways:
Hospitality is a blank canvas, allowing you to create intentional experiences for guests, providing idyllic escapes and reassuring comforts away from home. It is a gift that brings passion and fulfillment, making it a significant aspect of the industry.
As a creative, it’s important to understand the environments you do and don’t want to be part of. While a certain company may offer great work opportunities, a misalignment of culture will ultimately be more detrimental to you.
While going out on your own can be daunting, it opens the door to creative growth. With freedom to travel, you open your eyes to new styles and designs. By observing the work of others, you become a better designer for your clients.
When training junior designers, it is important to guide them through the fundamentals of interior design, such as writing specifications and understanding the language of the field.
When seeking internships, explore opportunities at different-sized firms to find a culture and environment that aligns with your goals. It's crucial to prioritize understanding the people you want to work with.
Establishing a strong brand identity and prioritizing long-term relationships with clients are crucial for success as a business owner. Creating a family-oriented environment and fostering lasting connections can lead to significant growth and loyalty.
It is crucial for new business owners to anticipate upcoming projects and maintain a steady stream of clients. Planning and preparation are key to ensure a consistent flow of work and avoid potential financial challenges.
Defining Modern Luxury - Roy Kim - Defining Hospitality - Episode #150
01:01:32
If you’ve ever gazed across the New York City skyline, you’ve likely admired the work of this week’s guest. His work has defined modern luxury apartments. Please welcome to the show, Chief Design Officer at Extell, Roy Kim!
Roy sits down with Dan to explore his journey in the world of hospitality, and how Extell is leading the world of development. Roy also shares why service outweighs design, the importance of considering the view in the design process, and how to build a team of experts.
Takeaways:
Hospitality has two components, spatial and service. In many cases, the service aspect outweighs design. The way you treat and take care of guests will stay with them longer than the design choices.
When choosing amenities for a project, you need to consider two different types. First are common amenities missing from the area, and second are unique amenities that will help draw people to the building.
When laying out a building, consider the sequences of spaces that a guest will experience. The flow that a guest takes will combine with the fit and finish to create an overall feeling of a quality space.
When designing the layout of a building it’s important to consider the view from each room. Often overlooked in the design process, the view plays a large part in how a resident feels about their apartment.
While having consistent room layouts makes operations easier, you may end up with small gaps. Assessing the layouts more individually allows you to maximize your square footage
A design team does not need to be large to be successful. To maximize the potency of your team, ensure that each employee is an expert. Additionally, all your decision makers need to actually be making decisions.
Quote of the Show:
“Without the service there really is no hospitality.” - Roy Kim
Small But Mighty Hospitality - Sonja Haviland/Haley Mistler - Defining Hospitality - Episode # 173
00:53:41
In this episode, Dan Ryan interviews Sonja Haviland and Haley Mistler, Co-Founders of Superette Studio. They discuss their six-year journey in the hospitality design industry, highlighting key projects such as the Napa Valley Lodge and The Lodge at Bodega Bay, the latter of which was awarded Condé Nast Traveler's Reader's Choice - Best Hotel in the World. The duo shares insights on entrepreneurship, their definition of hospitality as the art of making people feel like they belong, and the importance of creative networks. They also touch upon the significance of trust and communication in their partnership, showcasing their nimble and hands-on approach to design and project management. This episode provides valuable guidance for budding entrepreneurs in the design world, emphasizing the synergy between branding and interiors in creating welcoming experiences.
Takeaways:
Engage in spaces where you can have unexpected collisions with other professionals, such as creative hubs or co-working spaces.
Consider working with a career or business coach to help navigate difficult conversations and improve teamwork.
Perform a vibe check, financial check, and gut check before engaging with new clients. Remember that maintaining a comfortable and positive relationship with clients is crucial.
When working on projects, think about the small details that enhance user experience, such as intuitive layout, placement of switches, and durability of materials.
Continuously learn and embrace new roles and responsibilities within your business as it grows.
Produce and showcase the type of work you want to attract; what you do now is what you will continue to bring in for work.
Starting small can be advantageous. Focus on your strengths and expertise before scaling.
Quote of the Show:
“So much of being successful and being able to grow and learn and evolve is surrounding yourself with people who are in a similar position.” - Haley Mistler
Erudition And Elevation - Dr. Kimberly McGlonn - Defining Hospitality - Episode # 111
00:55:29
Our guest this week is a genuine disruptor in her industry. As the leader of a Bcorp, she strives to make real change in her community. She is a defender of civil and human rights, who works within the intersection of social and environmental justice. She’s the Host of “The School for Disrupters” podcast, a faculty member at Drexel University, and CEO and Founder of Grant BLVD. Give a warm welcome to Dr. Kimberly McGlonn!
Kimberly shares her motivations behind the work she does through Grant BLVD, and how she positions the company to provide support for those currently and formerly incarcerated. She’ll explore the process of telling a story through your partners, and how thoughtful design of uniforms can create a cohesive experience.
Takeaways:
For Kimberly, hospitality is focused on creating a sense of comfort, safety, and belonging in your guests. You need to replicate your own experiences, and allow others to have access to it.
Whether it’s a classroom, a restaurant, or hotel, hospitality is about creating a story that anchors people in the moment. Seating arrangements, uniforms, and decor are all integral chapters of that story that need to be cohesively organized.
When creating a great business, you need to focus on your impact, and the ways you measure and communicate it. When your business strives to be a force for good, you grow both your company, and your community.
Business is all about telling the story of your values, and choosing the right partners can amplify those stories. By partnering with Grant BLVD or other companies that fight for good, you establish that those are the stories you want to share.
Grant BLVD aims to combat the effects of incarceration and high recidivism rates in Philadelphia. To best serve her community, Kimberly has created a model to provide support and job opportunities to those currently and formerly incarcerated.
A good uniform is well fitting and serves a purpose, a great uniform is united in design with the whole experience. By incorporating elements of color theory and aesthetic into your uniforms, customers are no longer walking into a business, but rather, a party.
When creating a dining space, cohesion is important. Your servers don’t literally need to be wearing the same fabric as the tablecloths, but every aspect should be tied into each other in one fluid design.
Quote of the Show:
“That moment of feeling received is what I think we're all seeking to do in the ventures that we build.” - Kimberly McGlonn
Showing Up With Intent - Hemanshu Parwani - Defining Hospitality - Episode # 152
01:03:13
Our guest this week has over 30 years of hospitality experience in international operations, capital markets, and strategic development. Please welcome to the show, CEO and Owner of Olson Kundig, Hemanshu Parwani!
Hemanshu joins Host Dan Ryan to dive into the importance of showing up with intent. Hemanshu shares why designers should chase meaningful work rather than all out growth, the need to take care of those who take care of others, and how mountaineering inspires his work.
Takeaways:
Hospitality for many, comes close to being a religion. Built out of a devotion to caring for others, hospitality is about how you make someone feel in a space, and how you build memories with them.
When in a space, people are either thinking about what memories this space reminds them of, or how the space will build new memories for them. Building spaces around the formation of memories will leave guests with unforgettable experiences.
A guaranteed way to make your guests remember your experiences is by making them feel as if they were one of your group. Allowing your guests to feel like they can be their authentic selves creates satisfaction.
The ethos of being an innkeeper is taking care of people. Care extends not just to your guests, but the people who are taking care of your guests. A team that is well cared for will provide even better service to guests.
Everything you do should be with intent. Knowing why you are doing something is the foundation to any action. Good design comes from an intimate understanding of why you are designing.
While growth is good, it should not be the end all to your pursuits. Chase aspirational, meaningful work in design, and growth will follow. Instead of simply seeking to grow, seek a challenge that forces you to work creatively.
Mutual learning is an important aspect of design, and helps you be more intentional about what you do. Keeping an open mind and showing genuine interest in other’s work allows you to learn quickly.
Quote of the Show:
“Growth is not something that we are chasing. We are chasing aspirational, meaningful work in design.” - Hemanshu Parwani
In this episode, Dan sits down in person with Foreman Rogers, Principal at Blur Workshop, to discuss his career in hospitality design and the firm's recent milestone of celebrating their 10th anniversary! Foreman shares insights on the founding of Blur Workshop, the significance of blurring the lines between architecture and interiors, and the importance of empathy and listening in their design process. He also highlights the firm's collaborative culture, high retention rate, and the wide spectrum of projects they handle, from boutique hotels to large convention centers. Join us as we explore Foreman's reflections on the last decade, his excitement for the future, and the values that drive Blur Workshop's unique approach to design.
Takeaways:
Create a workplace culture that aligns with a larger mission, such as caring for people or creating meaningful experiences. This can elevate the sense of purpose and motivation among employees.
Promote an environment where employees feel comfortable sharing ideas, asking questions, and providing feedback. Emphasize that there are no bad questions or ideas to foster innovation and collaboration.
Develop active listening skills and emphasize their importance across all levels of the organization.
Acknowledge the emotional aspects of work, especially in industries focused on hospitality and customer experience. Support your team in creating emotional connections through their work by understanding and empathizing with client and customer needs.
Cultivate a humble work environment where egos are checked at the door. Ensure that the focus remains on collective success rather than individual accolades.
While fostering a collaborative environment, ensure processes are in place to maintain efficiency and meet deadlines.
Quote of the Show: “The hospitality, it’s in our blood I think.” - Foreman Rogers
The Evolution Of Design - Julie Frank - Defining Hospitality - Episode # 159
00:51:51
Today’s guest is a creative thinker with a unique understanding of the spaces she designs. Please welcome to the show, Vice President of Design at Aspen Hospitality Julie Frank. Julie joins Host Dan Ryan to share her journey from Architect to VP. Julie discusses her philosophy on hospitality, the importance of seizing opportunities, and how to blend spaces with the environments around them.
Takeaways:
Hospitality is any act that helps make people feel like a better version of their day to day selves. By taking their experiences and enhancing whatever they are seeking, you are delivering true hospitality.
Attending industry events and building relationships is crucial once you're on the ownership side or involved with a brand or development. Having contacts you can rely on to address issues as they arise is paramount.
It’s important to respect the historical significance of spaces when incorporating modern brand experiences. By blending homage to the past with the unique elements of the modern brand, one can create a harmonious and impactful fusion.
It’s important to incorporate fun and creativity into design to engage people more effectively, rather than relying solely on teaching. In large-scale projects like museums, the visionary gestures often come from the top, with the rest focused on implementation.
The best way to understand frustrations in any job is to experience them from all perspectives; embrace job changes to gain a broader understanding of professional dynamics and improve your ability to work harmoniously across different sectors.
The ideal home-away-from-home experience is a relaxing and inviting space where one can feel at ease and explore the local area. To fully enjoy a property, guests should have both the comfort of well-designed rooms and relaxing communal spaces.
Quote of the Show:
“I wanted people to learn through spaces.” - Julie Frank
Blending Hospitality And Community - Dido Dima - Defining Hospitality - Episode # 119
00:22:29
Hospitality and conservation are united through acts of caring, yet both require a delicate balance between development and preservation. Out in the Olare Motorogi Conservancy in Kenya exists an experience that blends both into a seamless harmony. Joining the show this week to share his story of hospitality is Dido Dima, a Camp Manager for Kicheche Camps. Dido and Dan sit down together on location in Kenya to discuss the importance, and challenges, of blending hospitality and conservation. Dido shares some of the efforts Kicheche takes to protect the land they operate on, the ways they create a sense of safety in their guests, and why every guest is a blessing.
Takeaways:
Hospitality means extending kindness to others. This extension of kindness continues past your guests, and further onto your staff and community. Without strong staff and a welcoming community, there isn’t much hospitality to extend to guests.
As a hospitality manager, you need to provide varying levels of hospitality. For a guest, that can mean assisting them when they have a luggage issue. For a staff member, that means accommodating their personal needs.
As Kicheche camps are on conservation land, the experiences must be developed around a minimum threshold of sustainability. Low impact footprints, solar power, and a waste management plan are all part of creating responsible recreation.
As a young boy, Dido grew up in a conservation area, which cemented his love for nature. After pursuing education in the field of hospitality, he realized he could blend hospitality and conservation through camps in the bush.
As a leader, change is inevitable. While an employee may start in one area, oftentimes they want to expand and learn more skills. By fostering their growth, you create a highly skilled employee who is engaged in the work they do.
A sense of safety is a requirement for a hospitality provider. When your experience is in a wildlife preserve, your requirements are more stringent. By providing guests who are out of their element with accommodations, you make them feel more welcome.
By pairing the camps with a conservancy, it adds a crucial lifeline for wildlife, and the local communities. Support from the camps helps carve out spaces for wildlife to live, and provides the locals with an additional source of revenue.
Quote of the Show:
“You have to understand the interests of people change and you try to support them in that change.” - Dido Dima
In this episode, Dan Ryan interviews Robyn Pratt, the General Manager of the Phoenicia Hotel in Malta and Principal of Impact Consulting Limited. Robyn shares her journey from her upbringing in Australia to becoming a leader in the hospitality industry. She elaborates on the importance of genuine employee engagement and shares her approach to creating a strong service culture that results in both happy employees and loyal guests. Robyn also discusses the unique aspects of Malta and how the island's rich history adds to the charm of the Phoenicia Hotel. This episode provides a deep dive into how authentic leadership and a passion for service can elevate any hospitality operation.
Takeaways:
Recognize that hospitality is about making people feel special and welcome, just as if they are guests in your own home.
Appoint a dedicated person to oversee employee wellness, ensuring that your team feels supported both personally and professionally.
Spend time interacting with both guests and employees. Regularly walk around the property to engage with your team and understand their daily challenges.
Organize monthly general manager's breakfasts or similar informal gatherings where employees from different functions can share ideas and feedback.
Implement programs like Employee of the Month, and consider equitable profit-sharing initiatives to incentivize the entire team.
Encourage staff to bring their personalities to their roles. Genuine interactions can significantly enhance the guest experience.
Implement comprehensive training programs focused on service culture development and provide opportunities for career growth.
Quote of the Show:
“ The words are easy to say, we've got these values. What does it mean? What does it mean to deliver a value of caring?” - Robyn Pratt
Putting Others First - Thomas Healy - Defining Hospitality - Episode # 191
01:09:44
What’s more important than making guests feel cared for? Today, Thomas Healy joins to discuss the core values of hospitality, the importance of a diverse and inclusive team, and his definition of leadership. He also reflects on how his upbringing in his family's New Jersey restaurant informed his hospitality ethos. The interview touches on significant topics such as the financial aspects of investing in independent hotels, the role of management companies in fostering employee culture, and the impact of technology on hospitality operations. Tom also shares a personal story about a recent health scare that led him to reevaluate how he spends his time, emphasizing the importance of aligning professional choices with personal values. The episode concludes with a discussion on the importance of providing authentic, experiential travel experiences for guests.
Takeaways:
Always strive to make guests feel recognized and valued. Simple gestures like making eye contact and offering a friendly greeting can significantly enhance the guest experience.
Ensure that leadership reflects the diversity of the team. This promotes a sense of relatability and trust within the team, which can enhance the overall culture of the workplace.
Provide training that emphasizes both procedural knowledge and soft skills like reading nonverbal cues and understanding body language. This helps in offering personalized and compassionate service.
Leverage technology to identify patterns in customer behavior and operations. This data can help in making informed decisions to improve efficiency and guest satisfaction.
If managing an independent hotel, focus on delivering a unique and engaging guest experience rather than relying on brand recognition alone.
Provide opportunities for staff and guests alike to engage in learning experiences, enhancing both personal development and guest satisfaction.
Provide opportunities for staff and guests alike to engage in learning experiences, enhancing both personal development and guest satisfaction.
Quote of the Show:
“Hospitality is that simple. It's about putting yourself second and putting others first.” - Thomas Healy
Telling A Brand’s Story - Kristen Freeland - Defining Hospitality - Episode # 158
00:58:59
Joining the show this week is an award-winning brand innovator who is responsible for the design and experiences across most of IHGs family of brands. Please welcome to the show A Director of Design Strategies at IHG, Kristen Freeland!
Kristen joins Host Dan Ryan to dive into the nuances of telling stories. Kristen shares the importance of mentorship programs, the best ways to get customer feedback, and the need to cater to different audiences.
Takeaways:
Hospitality is all about telling a story. Regardless if you are creating a new story, or breathing life into an old one, the intent is to tell a story and deliver it successfully to your guests.
To effectively cater to your audience, first understand their needs by gathering insights, and then develop and test solutions. Ensure your projects are guided by clear, focused briefs that align with your success metrics to avoid losing direction.
To better understand customer preferences, engage directly with your target audience to gather valuable insights. Real-life dialogue and firsthand observation are crucial in confirming whether your strategy and design efforts meet customer needs.
Seek opportunities where you can work closely with industry leaders and immerse yourself in real-world business environments that aren't taught in college. The hands-on experience gained from these situations will boost your professional courage.
Nurturing and maintaining relationships is crucial in hospitality, as they form the foundation of your professional network. Make it a priority to stay connected, meet new people, and keep learning about new things to thrive in the hospitality industry.
In the strategy world, continual innovation prevents work from feeling monotonous and keeps things exciting. Embrace the idea that nothing is off the table, as new challenges constantly emerge once solutions are found.
Quote of the Show:
“When your target guests and target audience are telling you, ‘Hey, there's other ways that you could appeal to me.’ It's important that we listen to that and that we evolve with them.” - Kristen Freeland
Art, Vision, and Impact in Hospitality - Richard Kessler - Defining Hospitality - Episode # 187
01:01:11
Implementing art and music, seeing potential, and giving back are the key pillars that Mr. Richard Kessler brings to his business. As the Chairman and CEO of The Kessler Collection, and over 50 years of experience in the field of hospitality, Mr. Kessler shares in his unique story. Mr. Kessler discusses his transition from helping found Days Inn to pioneering boutique hotels before they were even a recognized category. He reflects on the resilience needed to navigate economic crises, his passion for creating beautiful spaces, and the significance of hospitality in making guests feel cared for and entertained. Beyond his professional achievements, Mr. Kessler highlights his philanthropic efforts, including building an ecumenical family retreat center and an orphanage, driven by his vision of seeing and nurturing potential in people and places. The episode encapsulates his dedication to leaving a lasting impact through both his business ventures and charitable initiatives.
Takeaways:
Emphasize creating memorable and emotionally impactful experiences for guests.
Recognize potential in both people and properties. Look for unique opportunities to transform properties into high-value assets.
Be prepared for external challenges like economic downturns and industry-specific crises. Develop resilience and a problem-solving mindset to navigate tough times effectively.
Incorporate elements that can set your property apart, such as boutique aesthetics and special themes.
Engage directly with guests to understand their experiences and gather feedback. Use guest feedback to continuously improve service and offerings.
Look for ways to give back to the community and support charitable causes, in any way that you can.
Quote of the Show:
“ It's a process of caring for people and entertaining people all at the same time. Some people need more care, some people need more entertainment.” - Richard Kessler
Crafting Stories in Luxury - Michael Doneff - Defining Hospitality - Episode # 155
01:03:49
Hospitality is about intuition and reading the customer. Are you doing too much, or are you not doing enough for them? The guest on this episode has left an impact on leading luxury lifestyle brands in hospitality, food and beverage, design, and wellness over the course of his 30-year career. Please welcome the Vice President of Food and Beverage Concept and Brand Development at the Four Seasons Hotels and Resorts, Michael Doneff.
Michaell joins Dan Ryan as they discuss the significance of a unique dining experience. Michael shares the power of storytelling in brand development, the importance of company culture, and offers advice for aspiring professionals in the hospitality industry.
Takeaways:
Customers want to come into an environment where they feel understood, appreciated, and heard. Your job is to create an experience that exceeds their expectations.
For early-stage brands, everything boils down to storytelling, and you get to see that story come to life from the name to the logo.
If a brand is constructed correctly and thoughtfully, then it's usually meant to last. But it's only as good as its execution.
A brand should check off all the boxes, even in the small areas of hospitality. Making sure that their employees are genuine, truly love what they do, and love taking care of their guests.
An employee should have intuitive skills to know what the customer needs and if they could be doing more for them, but they should also know what the customer doesn't need and if they’re doing too much.
As a brand, you should strive to have your mission statement and values be true throughout every level of your company, and every team member should be living out these things.
Don't be afraid to ask questions, push boundaries, and try things, but also don't be afraid to fail at them and find a new way of trying to do things.
Quote of the Show:
“We’re in a world where you can tell when things are scripted.” - Michael Doneff
An Ever Evolving Industry - Christina Zimmer - Episode # 097
00:58:57
Today’s guest is a valued member of the hospitality community with over 30 years of experience. She consistently composes and collaborates with world-class teams of architects and designers to execute unique and innovative hotel concepts. Please welcome to the show, Christina Zimmer. Christina is the Senior Vice President of Design at Highgate Hotels, and she joins the host Dan Ryan to share her views on hospitality and how it interacts with the world around us.
Takeaways:
According to the original definition from Webster’s dictionary, hospitality has always been about the experiences that you can give guests rather than the actual location or the food you provide them with.
Every now and then, it’s nice to get outside of your own environment and try working on different kinds of projects. It’s like a breath of fresh air and helps you to gain a new perspective on future projects you will have.
Culture plays an important role in hospitality. When you go to a unique place or another country, you can immerse yourself in the culture and really experience the place you are at.
The most fond memory that Christina has of her trip to Europe was her visit to the Louisiana Museum in Denmark. She holds this memory close to her because she went to that museum with her mother.
We all stand on the shoulders of those who have helped us reach our goals and be where we are today. It’s important to acknowledge this and respect those around you and be a positive leader yourself.
There is a certain sensibility to Danish design that permeates the entire Danish society, and this helped to lead Christina to discover her passion at an early age.
An interesting challenge facing hospitality now is how can you make furniture and design more sustainable for a modern age, while also being comfortable and welcoming.
Quote of the Show:
2:06 “It's not about just giving you a place to sleep and some food to eat. It's about much more than that. The original definition did come from the experiences that you would give to a guest. So it's much deeper than just meeting the basic needs.”
Today, Dan finally gets to sit down and talk with Malcolm Berg, who is not only a designer, but an entrepreneur who founded Edge of Architecture. He is all about pushing the boundaries and innovating to the next degree. Malcolm provides his insights on hospitality and how important it is to bring empathy and human connection to the forefront of design and architecture. The conversation also delves into the significance of gratitude, the role of mentorship at EOA, and the enduring philosophy of reflecting values and unity in their projects. Listen along to hear Malcolm and Dan’s conversation!
Takeaways:
Cultivate empathy within your team and client relationships. Understanding and responding to people's needs and emotions is crucial for creating meaningful work and strong bonds.
Strive beyond good enough. Aim for spectacular and aim to create experiences and designs that evoke strong, positive reactions.
Hire people for their enthusiasm, work ethic, and potential rather than just their current skills or experience. Develop a culture of mentorship to nurture growth from within.
Work with stakeholders, including clients and team members, who share similar values and vision. Avoid relationships that are purely transactional or financially driven.
Emphasize continuous learning and innovation. Do not settle into a routine; constantly push the boundaries to stay ahead in a world that is rapidly changing.
Develop a strong, cohesive concept as the foundation for all your design elements. This helps maintain a consistent narrative and creates a more immersive experience.
Quote of the Show:
“It’s how you behave in the trenches that kind of makes you who you are. Things are going to go sideways, shit happens. It’s how you fix it that counts.” - Malcolm Berg
Today, Dan explores hospitality design with Matthew Goodrich, an acclaimed interior designer and strategist. They dive into Goodrich's journey from his art background to founding his own firm, Goodrich, seven years ago. The conversation touches on recent projects, including a jazz bar he designed, the UBS Arena, and lessons learned from renowned restaurateur Danny Meyer. Goodrich explains his 'Design Foundation' framework, focusing on the elimination of awkwardness and fostering human connection in hospitality spaces. He also reflects on his mentors, the collaborative nature of design, and how life experiences inform his work.
Takeaways:
When starting a project, particularly in a new area, approach it with humility. Be upfront about what you don't know and actively listen to your clients and stakeholders to understand their needs deeply.
Implement a structured framework or design foundation in your projects. This involves categorizing the project's inspirations or guiding principles into specific areas.
Strive to create environments and experiences that eliminate awkwardness. This can be applied in both physical spaces and during client interactions, ensuring that all processes are smooth and intuitive.
Conduct thorough research on the project's context and its historical, cultural, and location-based significance. This helps in creating designs that are timeless and resonate well with the intended audience.
Foster a collaborative environment where input from various team members and stakeholders is valued. This helps bring in diverse perspectives and enriches the design process.
Consider revisiting and refreshing designs periodically. This helps keep the projects relevant and aligned with evolving market needs and user behaviors.
Encourage a flat organizational structure in your team where everyone can contribute ideas.
Quote of the Show:
“The highest and best that we can bring to a client is to help them imagine something that they couldn't on their own.” - Matthew Goodrich
Five Generations of Mountaintop Magic - Eric Gullickson - Defining Hospitality - Episode # 160
01:05:02
Joining the show this week is a committed executive who cherishes the traditions of his resort, inspired by the legacy of his late family, the Smileys. Please welcome to the show The President of Mohonk Mountain House.
Eric joins Host Dan Ryan, their conversation delves into the intricacies of managing a multi-generational family business, emphasizing sustainability and stewardship as core principles. Eric provides insights into their strategic planning initiatives and their commitment to balancing profitability with environmental and community preservation.
Takeaways:
Hospitality means ensuring the comfort and contentment of every guest and anticipating their needs. It also includes understanding that every individual has a unique story and unique needs. Being fully present with guests, listening to them, and then delivering service based on what you've learned is key. This approach helps create a longing for guests to return even as they are leaving.
Focusing equally on sustainability and stewardship is essential. This involves balancing financial gains with the upkeep and improvement of the property. For example, reinvesting profits into maintaining the extensive infrastructure and natural landscape ensures that future generations can also appreciate the property.
Running a family business successfully requires balancing the needs of shareholders and stakeholders. At Mohonk, they ensure that while they make profits to stay operational, they also pay attention to nature, community, family, and history. This balance ensures that the business thrives in the long term and stays true to its founding principles.
A strong mission and principles are crucial for long-term success. Mohonk's mission is built on Quaker values like consensus-building, caring for people, and maintaining peace and serenity. These principles have guided the business for five generations and help to make clear, principled decisions for future sustainability.
Providing unique and diverse guest experiences can significantly enhance a resort's appeal. At Mohonk, they offer activities like mountain biking, hiking, and a Via Ferrata experience that allows guests to engage with the natural landscape in thrilling but low-impact ways. Such offerings ensure that the property remains a destination in itself, attracting visitors repeatedly.
Building consensus within the organization and the broader family is essential. Whether it's developing a strategic plan or making day-to-day decisions, involving all stakeholders ensures that everyone is on board with the vision and mission of the business. This approach has helped Mohonk sustain itself through five generations.
Effective resource management and reinvestment are critical. At Mohonk, all profits are reinvested back into the business to sustain its vast property and infrastructure. They focus on maintaining what they have while also planning for future expansions cautiously. This strategy ensures that the property continues to thrive and grow in a sustainable manner.
Quote of the Show:
"Hospitality is about anticipating and meeting guests' needs while recognizing their unique stories and individuality. In life, listening and showing compassion are essential, just as with a friend."
Understanding To The Nth Degree - Bill Bensley - Defining Hospitality - Episode # 143
00:56:14
Joining the show this week is someone who rejects normality in his pursuit to disrupt the hospitality industry, and who uses hospitality as a tool for preservation. Please welcome to the show, Author of the book “More Escapism”, and Director of Bensley Studios, Bill Bensley!
Bill sits down with Host Dan Ryan for an enlightening conversation on the intersection between hospitality and conservation. Bill shares the importance of understanding the natural site you’re building on, the benefit to training a local talent pool, and how his paintings build houses. Bill also shares some of the work the Shinta Mani Foundation has done including building over 150 houses and 1800 water wells, and funding local conservation projects.
Takeaways:
Hospitality involves sharing the deep knowledge of a place through architecture and design. A good project should always reflect the culture and the environment in which it is based.
While much of hospitality is focused on sharing new experiences, it also needs to be focused on protecting the local environments. Through the revenue generated at a hotel, conservation programs should be put in place.
Understanding the idiosyncrasies of natural sites is key to successful projects. Embracing and respecting Mother Nature's beauty is crucial in landscape and architectural design.
Budget is a key component of any project, and when clients come in with big dreams, balancing those two desires can be tricky. To alleviate this, strong communication allows you to educate clients on what can realistically be achieved
The best way to learn about a site is to physically spend time there before you start designing. By sketching on site, you get new perspectives and up close details that may not be accounted for on a first pass render.
If you are building a hotel in an area with a limited talent pool, training local citizens is a strong strategy. This approach both develops a local workforce for the hotel, and offers local communities the chance to learn new skills and find employment.
Quote of the Show:
“Even though I'm a pretty darn good architect, no matter what I put on that site, it's never gonna be as good as what Mother Nature has already given us.” - Bill Bensley
In this special episode of Defining Hospitality, we’re featuring interviews from the 2023 Radical Innovation Awards. Dan speaks with Radical Innovation Founder John Hardy, and other event participants including Jury members, MC, and sponsors. Through each interview, you’ll hear about the excitement of the event, tips for anyone considering being a future juror, and which aspects of the designs stood out the most.
Taking Care Of Business - Ben Nicholas - Defining Hospitality - Episode # 139
00:50:04
Our guest this week is a designer who believes that the best results come from challenging the norm. With over 20 years in the industry, he knows what makes and breaks a project. Joining the show is Chief Brand and Design Officer at Design Environments, Ben Nicholas!
Ben sits down with Host Dan Ryan for a conversation on the importance of building human connections in all elements of the industry. Ben shares how his route as a paperboy inspired his love for hospitality, his philosophy of creating designs that foster genuine and effortless hospitality experiences, and the importance of challenging the norm.
Takeaways:
Hospitality is about creating connections and ensuring that people feel a sense of belonging and being part of something. It extends beyond physical spaces like hotels and can be experienced in restaurants, bars, and everyday life.
Being open to unexpected opportunities and taking leaps of faith can lead to amazing experiences and personal growth. Embracing naivety and excitement allows us to create unique and memorable journeys in life.
Maintaining meaningful connections and cherishing the time spent together are valuable lessons. Prioritizing relationships and seizing opportunities can lead to personal and professional growth.
Working on projects globally brings challenges that require adaptability and quick learning, such as understanding different markets' expectations and keeping teams motivated to deliver great design.
The future is full of exciting opportunities and possibilities, especially when it comes to establishing and growing a service design team. Embracing the potential and putting in the necessary work can lead to exciting outcomes and personal fulfillment.
The most cherished memories from working on projects are not about the physical outcomes, but rather the people and experiences that were shared. These memories serve as a reminder of the joy and bonds formed during the collaborative process.
In design and project planning, having a well-defined process and being open to exploration are crucial. Renovation presents greater challenges than new builds, requiring creativity to enhance the space within constraints.
Quote of the Show:
“I like the term tour guide. I don't like the word boss.” - Ben Nicholas
Today’s guest uses the spaces he creates to tell a story, all while re-imagining the visual landscape through stylish, spirited and sophisticated design. Currently, he is working on a diverse array of residential and commercial projects, including high profile hotels, restaurants, and retail. Please welcome to the show, Dan Mazzarini! Dan is the Owner and Creative Director at BHDM Design. He joins the host Dan Ryan to share his views on the hospitality industry and what it means to him.
Takeaways:
Hospitality boils down to two key components; Anticipating the guests needs and exceeding their expectations. Without these being in place then it is not true hospitality you are delivering.
The longer that Dan has spent in the design field, the more he has realized that it is more of a service field. It’s all about the end user and the notion of trying to meet their needs while going above and beyond what they expect.
While working at Ralph Lauren, Dan spent time helping people with their apartments on the weekends. During this time he discovered that not only does he like retail, but he was also enjoying the relationships with personal clients.
One thing that holds people back from following their dreams is their fear. But if you think about the worst case scenario for starting your own business, it’s worth the risk to try and venture out on your own.
Don’t be afraid to ask for the better option or to underscore the importance or value of something that is authentic. This will help set you apart from the rest of the designers as no two people will have the same idea of authentic design.
It’s important to evolve your business as time goes on. Don’t be afraid to take a chance and work on a project that is unfamiliar to you as it can help you grow in a tremendous way.
Designers for hospitality are in the business of building spaces for people to come together and experience the physical environments around them.
Quote of the Show:
3:19 “I think [hospitality] is really about two small things. One is anticipating needs and the second is exceeding expectations.”
A Space, A Brand, An Experience - Amy Jakubowski - Defining Hospitality - Episode #107
00:37:07
Joining us on this week’s episode is a talented and award winning designer whose creativity defies the boundaries of the industry. She’s a frequent contributor to Hotel News Now and a recurring speaker at industry events who has been recognized as one of Hotel Management’s Top 30 Influential Women in Hospitality. Welcome to the show, Principal and Managing Director at Pierre-Yves Rochon, Amy Jakubowski! Amy sits down with boat Dan Ryan to discuss what it means to design spaces, the attributes of successful design teams, and what it means to understand the why.
Takeaways:
For Amy, hospitality is about creating, defining, and enriching the human experience. Every location has a unique culture, and good hospitality creates a human connection that highlights those attributes.
In the hospitality industry, you need to be able to hustle. As a leader, you’ll find yourself having to manage people and address their needs, all while balancing the design work for your clients. Being able to adapt quickly is a necessary skill.
When designing across any medium, you need to understand the why. Why are you doing this, why are you doing it this way? You can’t challenge convention unless you understand why it was there in the first place.
Designing a space goes beyond visual aesthetic, but to every element of the human experience. You need to consider elements like where luggage goes, how people move through the hallways, and the overall function of the space.
When designing a space with a Michelin Star chef, you are not designing for them, you are designing an extension of them. You are creating the theater in which their dishes are presented, and all elements must reflect this.
Creating a successful design team requires members with more than just a strong portfolio. Good team members are collaborative, have a positive outlook, and are helpful and encouraging.
One application of design that is often scarce in hospitality is hospital design. To create more welcoming and healing spaces, hospital designers should work in tandem with hospitality designers.
Quote of the Show:
“You can’t challenge the system unless you know why it was there to begin with.” - Amy Jakubowski
Bringing Excitement to Every Space - Natalia Miyar - Defining Hospitality - Episode # 168
00:58:03
Today, host Dan Ryan speaks with Natalia Miyar, an experienced architect and designer with a global footprint and the Founder of Natalia Miyar Atelier. Natalia shares her journey from studying art history to establishing a successful design studio focusing on both high-end residential and hospitality projects. They discuss her design philosophy, the importance of making spaces comfortable and unique, and her transition into the hospitality sector, which includes projects in London and Mexico. Natalia also elaborates on her commitment to mentoring young talent and her aspirations for creating a lifestyle brand in the future. The conversation highlights the blend of practicality and creativity that is essential in design, and the significance of being open to new experiences and opportunities.
Takeaways:
Be open to unexpected paths and seize opportunities that may not have been part of the initial plan. This flexibility can lead to exciting new ventures and growth.
Working with a business coach or mentor can provide valuable insights, accountability, and support. This kind of guidance is especially crucial for entrepreneurial growth and overcoming challenges.
Diversity in your team can drive creativity and innovation.
It's vital to merge creative vision with practical execution. Understanding the balance between artistic freedom and the responsibilities of design ensures projects are both beautiful and functional.
Leaders should encourage a culture of continuous learning within their organizations. This includes structured mentoring and internship programs to foster growth and development.
Foster an environment where team members feel comfortable expressing their ideas and creativity, even if it pushes the boundaries of the project’s original vision.
Being adaptable and willing to change direction when presented with new opportunities or challenges is a valuable trait for leaders.
Quote of the Show:
“I think any entrepreneur will tell you the hardest thing is finding the right people to go on that journey with you.” - Natalia Miyar
Security, Surprise, Significance, and Synergy - Kimberly Jackson - Defining Hospitality - Episode # 142
00:55:22
Joining the show this week is a talented multi-disciplinary designer with over 25 years managing a variety of projects. As a designer, she’s led teams through the full life of a project. Our guest this week is none other than the Managing Director at AvroKO’s Miami Studio, Kimberly Jackson!
In a candid conversation with Host Dan Ryan, Kimberly shares her insights about her journey in the field of design and hospitality. She sheds light on her practice of incorporating "hospitable thinking" into all of the spaces she designs, highlighting the aspects of security, surprise, significance, and synergy, and emphasizes the role of diversity in the industry.
Takeaways:
Hospitality extends beyond mere spaces like hotels and restaurants, and is fundamentally a mindset. It revolves around how we interact with everyone around us, including friends, family, colleagues, bosses, and employees.
The concept of hospitable thinking revolves around four key elements: security, surprise, significance, and synergy. It is important to create spaces that make guests feel comfortable, delighted, and important.
Pushing boundaries and surprising both guests and the ownership team is a key aspect of innovative projects. Incorporating unexpected elements and layering them into the design process will drive innovation and shape future designs.
Collaboration between the interior design team and the brand bureau is crucial in creating a cohesive narrative and strategy for each design. By combining their expertise, they can develop a unified vision that incorporates both spatial and branding elements.
When crafting a spatial-heavy brand, it is important to set up a cohesive brand identity across all spaces. If a brand focuses on individuality, it is advisable to create unique and hospitable spaces that complement the brand without overshadowing it.
The Hospitality Diversity Action Council (HDAC) was formed to create a more diverse hospitality industry at all levels. By embracing diversity, the industry can craft more hospitable spaces where everyone feels comfortable.
Ensuring security in a space involves more than just the physical layout, such as not placing people in high-traffic areas. It also means creating an environment where all the elements work together seamlessly, providing comfort for everyone involved.
Quote of the Show:
“What is it about this project that is going to push the boundary a little bit? That's going to surprise the guest?” - Kimberly Jackson
Today’s episode provides listeners access to a session from Hospitality Sustainable Design Collaborative that Dan Ryan recently got to speak during. The webinar emphasizes the importance of sustainability in the hospitality industry. Collaborating with Marriott, Hilton, Hyatt, and Highgate Hotels, the initiative aims to educate industry professionals on climate health, equity, and carbon footprint reduction. The session highlights the significant environmental impact of packaging and showcases how companies like Berman Falk are innovating by using recyclable materials, reducing waste, and lowering carbon emissions. The broader discussion includes the financial and operational impacts of climate change, the role of sustainable practices in mitigating these effects, and how industry players can contribute to long-term environmental and economic resilience.
Takeaways:
Focus on initiatives that make travelers feel cared for while incorporating sustainability into your operations. This shows your commitment to both hospitality and environmental stewardship.
Partner with major brands and contribute to educational programs that train your staff on climate health and equity.
Implement tools like MindClick to simplify sustainability assessment. Evaluate products based on their entire life cycle and use this intelligence to make more sustainable choices in design and purchasing.
Recognize and support leaders within your organization and industry who champion sustainability, such as those leading efforts in major hotel chains. Share their successes and innovations to inspire others.
Establish clear metrics to measure the impact of your sustainability programs. Track engagement and success rates from educational initiatives and incorporate these learnings into your strategic planning.
Break down complex sustainability information into manageable insights for your team. Use simplified frameworks and tools to make sustainability a more approachable and executable component of your operations.
Transition to more sustainable packaging options, such as honeycomb cardboard, to reduce waste and carbon emissions. Clearly communicate these changes to all stakeholders involved in production and logistics.
Quote of the Show:
“Every hotel provides an experience for our guests and the ability to not only tell a story through design but tell a story that has a purpose and intention with respect to addressing the challenges that we all face with climate change.” - JoAnna Abrams
Our guest this week is a talented designer with over 20 years of experience. She’s a leader who helps transform spaces into experiences that are truly part of their local communities. Joining the show is Chief Development Officer at NuovoRE, Heather Ciszczon!
Heather joins host, Dan Ryan, for a comprehensive discussion on her journey from design to development. Heather discusses the intricacies of her work, including exceptional renovation projects like the 21C Museum Hotel in St. Louis. Additionally, Heather touches on the challenges of historic tax credit works and the responsibility of the hospitality industry in making outsized impact on the lives of people through innovation and engagement.
Takeaways:
Hospitality is about meeting someone where they are at and where they’re most comfortable. While luxury experiences are nice, your customers may want something more relaxed.
As a designer, when working on any project, you need to fully understand what the owner wants. Understanding those goals allows you to more effectively meet them, and deliver a satisfactory end product.
When you are the owner of a project, you need to help give your team agency to work effectively. Helping them understand the why behind your motivations will allow them to carry out your vision to its fullest.
While any project requires a good team, renovations have particular nuances that members need to handle. Having team members who are familiar with historic buildings and tax credit work are crucial understandings in addition to their design skills.
When renovating old buildings, there is a fine line between preservation and adaptation. Adjustments to a building to make it function more efficiently as a hotel may face pushback from preservation societies; designers need to be sensitive to these needs.
When trying to ingrain a property in the local community, partnerships are key. By partnering with local groups and providers, you help meet everyone's needs, have stronger procurement processes, and invest in the local community.
The foundation of a good team is trust. Rather than waiting for something to go wrong, establish trust early on. With a strong connection between your team, issues that arise will be much easier to handle.
Quote of the Show:
“That's not my skill set is to make something of a blank piece of paper. But if you give me a bunch of puzzle pieces, I will find a way to solve them.” - Heather Ciszczon
A Lifetime in Hospitality - Xavier Lividini - Defining Hospitality - Episode #197
00:48:57
Sometimes you find yourself born into a business. That’s exactly what landed Xavier Lividini, Managing Partner at Hospitality Advance International, in the hospitality industry as he comes from a family of hoteliers! Xavier shares insights from his extensive career in operations, marketing strategy, and hospitality management and development. The episode covers stories from his time at iconic hotels like the Waldorf Astoria and the InterContinental and highlights valuable lessons from his family’s multigenerational involvement in the hotel industry. He also shares his entrepreneurial journey of founding Hospitality Advance International and his rewarding work in the boutique hotel space. The episode provides a refreshing look into some interesting hospitality stories that you won’t want to miss.
Takeaways:
Focus on creating memorable experiences for guests in all aspects of hospitality, from the welcome at the front desk to the services provided in restaurants and rooms.
Gain experience in varied departments such as front desk operations, food and beverage, and sales. Broad knowledge across departments can lead to more significant leadership opportunities.
Shift from a traditional management style to a coaching approach. Focus on developing your team by providing constructive feedback and supporting their growth.
Stay open to learning from peers, mentors, and even those you supervise. Recognize the value of diverse experiences and backgrounds in the industry.
Be prepared to take on responsibilities outside your comfort zone. These challenges can provide significant learning experiences and opportunities for advancement.
Engage in professional organizations and groups to stay updated with industry trends and connect with other professionals globally.
Quote of the Show:
“It’s really about working with people, working with a team, and coaching these people.” - Xavier Lividini
Event Magic and Community Building - Meg Gutowski - Defining Hospitality - Episode # 189
01:01:23
Is there power behind organized chaos?
Today, Dan Ryan engages with Meg Gutowski, Vice President of the Independent Lodging Congress (ILC). They discuss the essence of hospitality, the role of ILC in fostering connections among industry professionals, and the unique blend of events hosted by ILC that emphasize genuine human interactions over transactional relationships. Meg shares insights from her extensive experience in the hospitality industry, including planning initiatives, organizing events, and the importance of creating meaningful experiences for attendees. They also delve into personal anecdotes and the intricacies of balancing organized chaos in event planning. The episode emphasizes the transformative power of hospitality and the vital role of independent lodging in the industry.
Takeaways:
Emphasize the mission of hospitality to care for people on their journeys. This core purpose should guide all actions and decisions.
Strive to create experiences that blend the unexpected with fulfilling guest expectations, making their stays magical but ensuring they feel taken care of.
Use unique and less formalized settings, like walk-and-talks, immersive experiences, and local tours, to encourage organic interactions and deeper connections among attendees.
Building authentic relationships is crucial. In the hospitality industry, human connection and genuine interactions can set your business apart.
Engage with local businesses and community members to enhance the collective experience for visitors.
Choose venues and spaces that are comfortable and stimulating for guests, considering their comfort during events and interactions.
Quote of the Show:
“ Trying to figure out the right combination so that it feels very magical, but also you feel like you're taken care of. That's how hospitality has been running through my brain.” - Meg Gutowski
Understanding What Your Client Needs - Jeff Diener - Defining Hospitality - Episode # 146
01:08:37
Joining the show this week is a partner who enjoys helping people disrupt the hospitality space, and who has represented billions of dollars in acquisitions. Please welcome to the show, Partner and Co-Leader of the Hospitality Industry Team at Baker Hostetler, Jeff Diener!
Jeff sits down with Dan Ryan to discuss the role of a partner in the hospitality industry. Jeff shares tips for partners who are looking to emulate his skills in the industry, the importance of spending time with your clients to learn about them, and what the future holds for property investments.
Takeaways:
At its core, hospitality is about providing someone with customized service. It involves creating the right combination of satisfaction, comfort, security and enthusiasm for each individual client.
Understanding the value of relationships and collaboration in the hospitality industry can lead to more successful outcomes. Embracing a service-oriented mindset is crucial for anyone looking to thrive in the world of hospitality.
When negotiating deals for smaller clients, you are typically negotiating on their behalf, whereas with large clients you are negotiating with them. Understanding what a brand cares about and how to get them on board are integral skills.
One of the most important things you can do with your client is spend time with them in both formal and informal settings. As you spend time together, you better understand what matters to your clients, and can speed up further aspects of the project.
Looking towards the future of deals that are yet to come, many owners are buying properties and wanting to make adjustments. When working with owners, understand the story they are trying to convey, to help them make the necessary changes.
Investing in real estate requires a shift in mindset post-COVID, where traditional assets like offices and multifamily properties may not always guarantee returns. Diversifying across asset classes can be key to maximizing returns in the current market.
Embrace market turbulence as an opportunity for growth and value creation when looking at properties. Stay informed, stay prepared, and capitalize on deals to thrive in a dynamic environment.
Quote of the Show:
“It's getting more and more involved in their business, and that's where the joy is.” - Jeff Diener
For a vision to come to fruition, there must be a level of persistence to make it happen. Here to share his insight is a designer skilled in interior and custom furniture. Please welcome the Owner and Founder of CRÈME, Jun Aizaki.
Host Dan Ryan and guest Jun Aizaki discuss CRÈME’s award winning Gourd project. Jun dives into how he finds inspiration for new projects, shares his early career and what led him to be a successful designer, and reveals advice to future innovators on the mentality needed to be successful.
Takeaways:
Hospitality revolves around the service you provide for guests, and the problems you solve for them. By providing meaningful solutions, you make someone’s life richer, more interesting, and more practical.
Persistence is key when it comes to stating your vision. Having the mentality of not taking no for an answer goes a long way, by forcing yourself to try different directions, you may stumble upon new solutions.
When it comes to working towards what you want, you may have to put in extra time and effort. While it may not be time that your getting paid for, if you continue to put in the extra hours, the results will pay off
When creating a new project, inspiration should come from the uniqueness of the environment around you. Each design should tell a story and be special in order to capture the eyes of others.
Creativity can strike at any moment, and having a way to capture it is crucial. Keeping a sketchbook or digital tablet on you at all times allows you to put pen to paper whenever an idea pops into mind.
The gourd project was born out of a need to replace single use plastic drinking cups in the hospitality industry. By growing a gourd in a cup shaped mold, you are left with a disposable option that biodegrades safely.
Good design comes from the minds of many, rather than a solo visionary. Encouraging communication and empowering your team creates products that draw on the strength of diverse backgrounds.
Quote of the Show:
“If you can dream something up, there's always a way to get there.” - Jun Aizaki
Hospitality From Your Community - Scott Maloney - Defining Hospitality - Episode # 113
00:50:51
To create truly epic experiences, you need to combine both people and place. Our guest this week is a visionary leader of both extraordinary people and projects. He’s a Global Industry Group Champion in Entrepreneurs Organization and an Advisory Board Member for the College of Architecture and Environmental Design at Kent State University. Welcome to the show, Founder of K2M Design, Scott Maloney!
Scott joins Host Dan Ryan to dive into the value of collecting nos, how to create epic experiences for guests, and how networks like Entrepreneurs Organization have helped him on his journey.
Takeaways:
Hospitality is about people and places coming together to create an epic experience where people are able to join to support dreams and desires. Some organizations are built to encourage the bonding of great minds.
The Entrepreneur's Organization is the epitome of hospitality in the senses that it creates a safe and confidential space for the members to learn from other inspiring people and be encouraged by them
In the architecture and design space, hospitality means finding a compromise between a design being structurally sound and aesthetically pleasing. Being able to fulfill the safety requirements while listening to the vision will create loyalty from the building owner.
Accepting a project requires a deep understanding of expectations followed by fulfillment or overachievement. In a business that heavily relies on referrals, one experience can cost or gain many million-dollar contracts.
When trying to level up in size and costs of projects, it’s not a straightforward job of increasing size, but instead, improving the effort and quality of your work. Increased job cost requires increased experience and added value by the business.
Development projects must be planned thoroughly before beginning for the sake of sustainability. Every change made will create by-products to be removed from the lot or funneled to another project and each decision needs to be made with intentionality.
Hospitality exists inside the organization. Care must extend to employees. Leaders and owners need to be there for coworkers, caring for each of them and making sure everyone is successfully collaborating.
Quote of the Show:
“You know what you need to do, follow your gut cuz it's gonna get you a long way. ” - Scott Maloney
Pioneering a Stand Alone Vision - Mary Alice Palmer - Defining Hospitality - Episode # 175
00:51:16
In this episode of Defining Hospitality, Dan Ryan meets with Mary Alice Palmer, the Global Creative Director and Founding Principal at ROAM Interior Design. The conversation focuses on the innovative decision by HKS to spin out ROAM as a standalone design firm. Mary Alice shares insights into her career, mentorship influences, and the strategic considerations behind the successful rebranding and growth of ROAM. The discussion also highlights how this unique approach brings new value to the firm and attracts top industry talent.
Takeaways:
Focus on developing a high-quality portfolio that showcases your team's abilities and success stories. A great portfolio can generate positive reactions and open new opportunities.
Develop a comprehensive business case and clearly articulate the value of any proposed change. Use data and strategic insights to back up your vision.
Encourage initiatives that push the boundaries of traditional business models. Be open to radical ideas that might initially seem counterintuitive.
Work with external consultants or brand strategists to gain fresh perspectives and objective insights that can help make a compelling argument for change.
Understand that markets and team dynamics evolve. Be flexible and willing to modify strategies as necessary to stay aligned with market demands and internal goals.
Support your team's development through mentoring, training, and continuous learning opportunities. Empower senior-level employees and keep them engaged with challenging projects.
Publicize your successes both internally and externally. Acknowledge the hard work and dedication of your team to boost morale and attract new talent.
Quote of the Show:
“I've been down many roads in my career. I'm attracted to things that keep me curious and keep me excited and keep me feeling like I'm on an adventure.” - Mary Alice Palmer
Aligning Personal and Organizational Goals - Billie Thorne - Defining Hospitality - Episode # 118
00:42:18
The ideal business is one where the needs of the employees are balanced perfectly with the goals of the business. One key to finding this balance is hospitality among employees. On today’s episode of Defining Hospitality, Dan talks to an expert on working with your employees. Joining the show this week is Principal & Vice President at C+TC Design Studio, Billie Thorne
Billie and Dan Billie sit down to dive into her experiences as a leader in the world of hospitality. Billie shares ways to best work with your employees, how to be hospitable to your coworkers, and the importance of carving out time for self care.
Takeaways:
Hospitality is about kindness and finding where you are comfortable. Once you get settled in a good place, you can extend your hand to newer employees and help them learn and grow.
Building a team of professionals requires different forms of guidance and understanding. Some people need to be prompted to think about their goals and aspirations and others need a small push to a healthy space outside their comfort zone.
Finding the right employees doesn’t only mean looking at a resume, rather, it involves feedback from members of the team. Team members who enjoy each other’s presence and can cooperate smoothly will be more willing to work together in person.
Individual employee goals have to work in coordination with functional business. There has to be a balance between allowing people to focus on personal goals and working to maintain the profit and productivity of the business.
Work smarter not longer. Though long hours can be sometimes helpful for productivity, more often, you can achieve more on a regular day rather than working late, because as you reach the end of the day, fatigue slows your efficiency.
It is important to be hospitable to both clients and coworkers, but often, hospitality toward coworkers is overlooked. However, it can be shown when one employee helps another reach a deadline without being asked.
In any industry, you may encounter problems that seem daunting. Cross-industry collaboration may prove useful to come up with unique solutions that aren’t typically used in certain situations.
Quote of the Show:
“There are some mistakes everybody needs to make for themselves to learn from them.” - Billie Thorne
In this episode, Dan Ryan interviews Amy Michaelson Kelly, a former litigator turned hotel developer and Principal of Hatteras Sky. Amy shares her path from practicing law to creating unique hospitality experiences in Asheville, North Carolina. She’s developed the Radical and Zelda Dearest hotels, both providing unique hotel experiences. Amy discusses the importance of community involvement, storytelling in hotel branding, and balancing compliance with creativity. She also talks about her firm's upcoming project, the Asher Adams Hotel in Salt Lake City, Utah. Throughout the conversation, Amy highlights the value of intentionality in independent hotels, the significance of making guests feel celebrated, and the influence of her legal background on her hospitality ventures.
Takeaways:
Storytelling can differentiate a business and create unique connections with clients, especially in the hospitality industry, where narratives can enhance the guest experience significantly.
True hospitality goes beyond mere accommodation; it involves making people feel truly welcome and cared for, often through personal touches and attention to detail.
Leaders should not be afraid to take risks and venture into creative territories.
Successful leadership often involves balancing rigorous compliance and technical demands with creative freedom. This ensures both operational excellence and innovative guest experiences.
Building and maintaining good relationships with local communities and stakeholders is crucial. Engaging with and listening to community members can lead to more sustainable and accepted development projects.
Flexibility is essential in adapting to new market demands and trends, such as the shift from traditional office spaces to more dynamic living and working environments.
Commit to continuous learning and personal growth. Leaders should seek opportunities to expand their knowledge and skills.
Quote of the Show: “I love to be underestimated. It’s my favorite thing.” - Amy Michaelson Kelly
Crafting Unique Hospitality Experiences - Scott Williams - Defining Hospitality - Episode # 172
00:49:49
Today Scott Williams, the Chief Development and Brand Officer at Main Street Hospitality, joins host Dan Ryan to unpack the essence of hospitality through empathy, connection, and innovation. Drawing from his extensive background in media and branding, Scott offers valuable insights on creating genuine guest experiences and the parallels between theater and hospitality. The discussion also covers the significance of people-first approaches, continuous learning, and maintaining personal discipline. With anecdotes from influential leaders and successful brands, the conversation highlights the importance of independent hotels as innovation hubs, the evolving trends in experiential hospitality, and the power of community and authentic interactions.
Takeaways:
Ensure that all interactions with guests convey warmth, friendliness, and empathy. Train staff to handle stressful situations gracefully to enhance the guest experience.
Encourage staff to make personal connections with guests and tailor their service to individual needs. Small gestures like stepping from behind the desk to hand over keys can make a significant difference.
Implement continuous development programs for employees, such as monthly skills labs.
Ensure that marketing and branding efforts authentically represent the values and culture of the business.
Invest in creating memorable experiences that foster brand loyalty.
Stay updated with new trends and practices in the industry, such as immersive experiences and sustainable practices.
Promote a work environment where employees feel safe to express their needs and challenges.
Quote of the Show: “Hospitality is sharing the best of yourself with one customer at a time; each and every interaction.” - Scott Williams
The Spirituality of Hospitality - Dupree Scovell - Defining Hospitality - Episode # 101
00:56:41
Today’s guest is an innovative industry leader, who is responsible for leading Woodbine's investment strategy across all asset types. Please welcome to the show, Dupree Scovell! Dupree is the Managing Partner and Chief Investment Officer at Woodbine Development Corporation, and he joins the host Dan Ryan to share his view on hospitality and how his journey brought him to where he is now.
Takeaways:
For Dupree, hospitality comes from a deep spiritual state. It is something that can extend to everyone in every aspect of our lives. It’s not just something that you extend to someone staying in a guest room.
In any industry, you will never be able to go without some sort of conflict at some point. Even when that happens, it’s important to handle yourself by looking for common ground and make sure to avoid looking at it as a zero sum game.
There are 5 core values that Dupree’s company lives by; Relationships, Effort, Accountability, Conviction and Humility. At the end of the day, humility and relationships are the most important aspects for Dupree.
When looking ahead for your company, you want to consider what you are building for and what the ultimate goal is in the end. It’s not always about being the biggest company but sometimes it’s about enduring as a company.
If there is any sort of conflict within your company, you will end up going back to your values and those will help you determine the solution.
For the future, Dupree takes a methodical and intentional approach rather than letting what others are worrying about get to him and affect his view.
If Dupree could go back in time to talk to his younger self, he would give him the advice that his identity isn’t just his grades or the sports he has played, but rather the person he is at his core.
06:27 Greg Massey 06:29 First United Bank 13:19 Hunt Companies 18:18 Trammell Crow 18:19 Bob Sulentic 18:26 CBRE 23:43 Hyatt 23:47 James Franque 27:35 Small Giants by Bo Burlingham 28:49 Paul Quinn College 28:57 Dr. Michael Sorrell 30:07 Dallas Independent School District 30:12 Hillcrest High School 31:19 Scovell Scholars
In this special episode of Defining Hospitality, we’re live from BDNY 2023! Dan chats with some expo attendees, organizers, and Gold Key winners to see what excites them most about BDNY. We’ll discuss why guests have come from as far as Hawaii, what is exciting them about the future, and how to incorporate hospitality into expos.
Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
12 Jul 2023
Imbuing A Story Into Your Design - Taniya Nayak - Defining Hospitality - Episode # 114
00:49:58
Our guest this week is an interior designer who has become a household name. She’s an expert storyteller, creating compelling stories through both her design, and her appearances on screen. She’s been frequently featured on HGTV as a host and mentor on “Battle on the Beach” and “Build it forward”. Joining the show this week is Principal and Interior Designer at Taniya Nayak Design, Taniya Nayak!
Taniya sits down with Dan to dive into her background as a designer. She covers the ways that bartending helped her refine her design skills, the necessity of designing your spaces for a wide range of guest experiences, and how she got started as a host on HGTV.
Takeaways:
For Taniya, hospitality means addressing all the small nuances of an experience. It means creating a warm and inviting space where you are thinking about every possible customer scenario.
Balancing operations and design is a delicate task as you will often need to choose between prioritizing aesthetics or cost. Ultimately, the choices you make need to revolve around the experience you are trying to create for your guests.
Creating an experience your guests want to evangelize is important because a guest’s journey begins with a review. Their expectations of your space are set by what they read beforehand, and a bad review can set guests up with a pretense of your space.
A quality product is the cornerstone of any successful business, but the presentation around that product determines your success. An ok product with great presentation will outshine a great product with lackluster presentation.
As a designer, you need to tell a story that relates to the guests in your establishment. Each element should correlate either functionally or emotionally to the story of why your guest is in that space.
As a young designer, it can feel demoralizing to not land a design job right out of college. Retail, customer service, and food service jobs give you firsthand knowledge into how those environments run, making your future designs for those spaces more effective.
For leaders in the design space, you need to create environments for your employees to thrive. Encourage communication, and make your employees feel comfortable being vulnerable. From their honest sharing comes opportunities for you to help them grow.
Quote of the Show:
“I want to make sure that when the guest comes in, they are greeted by a warm and inviting space.” - Taniya Nayak
Breaking New Ground - Steve Galbreath - Defining Hospitality - Episode # 147
01:06:34
This week’s guest specializes in working with local governments to help bring projects to completion. With over 30 years of experience, he knows how to help cities and counties develop crucial assets. Welcome to the show, Chief Development Officer and Head of Design and Construction at Garfield Public/ Private, Steve Galbreath!
Steve joins Host Dan Ryan to discuss the ways a hotel can impact a local community. Steve shares why a hotel serves more than just its guests, the methods to use a hotel to benefit small businesses, and the nuances of working with city governments.
Takeaways:
At its core, hospitality is about making spaces for people. However, it doesn’t revolve around just the customer. Hospitality needs to focus on the whole community, the city, and the workers.
Before putting in a new hotel, it’s important to have a thorough plan based on market research. If there are other hotels in the area, it’s crucial to understand how your project will intertwine with what is currently in place.
For many counties, a well thought out hotel can be a major tourist attraction. To pull off a project successfully requires an intimate understanding of the town’s needs, and a connection to key players in the hospitality industry.
When working with local governments on a project, contract lengths are often longer than a given official holds office. Maintaining a good relationship as positions change hands is crucial to the success of a project.
The job of a hotel is not just to house guests, but to prop up other businesses as well. As travelers come in, they will visit bars and restaurants downtown. Planning location accordingly helps weave the hotel into the fabric of the city.
A great way to get a hotel's profitability up and running is to start booking businesses at a local convention center as soon as you start breaking ground. By starting early, you ensure the hotel doesn’t sit underutilized for the first few months.
An exciting aspect of the hospitality industry is to see staff grow and evolve within the industries. Most brands want to grow their talent and it’s common for a bartender or room manager to become a GM 10 years down the line.
Quote of the Show:
“We're not in the business of convincing people to do these projects. We're in the business of helping them do it when they've got the resolve to do it.” - Steve Galbreath
Finding Your Why - Henri Munyengango - Defining Hospitality - Episode # 125
00:55:03
Through the hospitality of others, we are enabled to share those feelings of welcoming and acceptance in future interactions. Today’s guest is someone who’s work in hospitality is influenced by the support of those around him. Our guest this week is an experienced designer with a well rounded international background. Joining the show is Regional Director of Design Strategies for IHG, Henri Munyengango!
Henri shares the mic with Host Dan Ryan for a thoughtful conversation on the impacts we leave on each other’s lives. Henri shares the ways he is helping the next generation of designers, the necessity of collaboration, and the importance of understanding client’s motivations.
Takeaways:
Hospitality is about creating a space where people feel expected and embraced. Instilling a sense of hospitality is focused on creating environments that welcome guests and help them create memories.
For Henri, his journey into hospitality was powered by the support of his community around him. Through the support of the family he spent time with in America, Henri was encouraged to pursue his dream of design.
Hearing a client doesn’t like a concept you’ve developed can sting, but it’s important to understand their motives. At the end of the day, your client is running a business, and the pushback originates from their need to ensure they are making a sound investment.
One of the most exciting parts of working with brands is getting to truly pair with them to tell their story. Every touch point from check in to the room needs to distill a brand’s aspirations into a concrete physical form.
Understanding and embracing cultural differences, especially in hospitality, is crucial for building acceptance and fostering curiosity. Being acknowledged and inquiring about someone's background promotes the ultimate acceptance anyone seeks.
Seeking advice and leveraging the perspectives of others can provide valuable opportunities for personal growth and mindset shifts, emphasizing the power of collaboration and multiple perspectives in problem-solving.
Being a mentor brings fulfillment and allows for sharing experiences and knowledge. It provides an opportunity to guide and support individuals, whether they are team members or students, and make a positive impact in their lives.
Quote of the Show:
“I thank those individuals who invested in me to allow me to be at a place here in my life where I can give back.” - Henri Munyengango
Our guest on this week’s episode is a wealth of knowledge on all facets of the hotel and hospitality industry. He’s a leader who knows how to turn a hotel into something that is truly a destination. Joining the show this week is General Manager at the upcoming Regent Santa Monica Beach, Younes Atallah!
Younes sits down with Dan Ryan to discuss his time in the industry, and the role of the General Manager. Younes shares his management strategies, the importance of exceptional programming, and why collaboration is a crucial skill for any member of your team.
Takeaways:
Hospitality is an inherent concept of treating others with warmth and care, extending from our homes to the hotel industry. It comes from the heart and is about treating people as you would treat them in your house.
Continuous improvement is essential in any talent, whether it's sports, music, or acting.In the hospitality industry, teamwork and constant challenge are essential for improving the skills and talents of staff.
Relationships and being a skilled generalist are crucial in the dynamic world of hotel management. The ability to manage teams, juggle priorities, and reintroduce brands requires constant dedication and expertise.
Providing exceptional programming is crucial for hotels to exceed guest expectations and create memorable experiences. Comfortable accommodations are expected by guests, but it's the added features and activities that truly make a hotel stand out.
Regularly engaging with people and observing their behavior by walking around is a valuable management practice. It offers opportunities to understand their desires and motivations, leading to impactful insights and positive outcomes.
The pandemic has made it increasingly difficult to find good people and talent, especially in industries like hospitality. Management teams should look to foster internal talent, and help employees grow in ways that excites them.
Growing up in a family that owned a travel agency, Younes experienced hospitality from an early age. The experience led to a deep connection with the hotel industry and a career pathway shaped by a memorable vacation.
Quote of the Show:
“There's very, very few, if any, positions in a hotel where individual contributors actually exist.” - Younes Atallah
Building A Legacy Of Hospitality - John Hardy - Defining Hospitality - Episode # 156
01:06:20
Joining the show this week is an industry titan who is shaping the next generation of hospitality professionals. Our guest is none other than Founder of the Radical Innovation hospitality awards, Founder and Chairman of the Hardy Group, John Hardy!
John joins Host Dan Ryan to discuss the importance of innovation and creativity. John reflects on his journey, the challenges, and triumphs of innovative hospitality development, and the future trends shaping the industry. Discover his insights on creating unique, experiential hotels and the importance of continual innovation.
Takeaways:
Hospitality is about how you treat guests whether they are in your house or hotel. It is about making them feel comfortable, providing for their needs, and surprising them with extras.
Innovation in the hotel industry often comes from outsiders rather than industry insiders, encouraging radical thinking. Creativity thrives when intuition guides decision-making, paving the way for unconventional ideas to flourish.
Innovation often arises from challenging industry norms and embracing creativity. Embrace unconventional thinking and foster a culture of innovation to drive progress and success in your endeavors.
The shift towards experiential accommodations like AutoCamp and Airbnb reflects a growing trend among younger consumers who are less brand loyal. To stay competitive, big brands are adapting to offer unique experiences tailored to this trend.
Embrace risk, dedication, and innovative ideas to drive success. The people who will drive the industry forward are those who are willing to put in the time and effort and aren’t afraid to risk failure.
In challenging times with fluctuating interest rates, it's an opportunity to elevate deal-making skills and seize smarter opportunities for future success. Success lies in mastering both the risk and reward game throughout fluctuating cycles.
Quote of the Show:
“I never let somebody second guess what I thought was the right thing to do.” - John Hardy
Sitting down with us for this week's episode of Defining Hospitality is someone who is highly skilled in modern furniture, retail, and textiles. As the recipient of an honorary doctorate from the NY School of Interior Design, he is revamping the furniture design industry. Our guest this week is the Executive Chairman of Crypton Fabrics, Former CEO of Design Within Reach, and the President and CEO of Heller, John Edelman! Host Dan Ryan talks with John to dive into the intricacies of modern furniture design, the importance of telling an authentic story, and the main requirements when designing for the hospitality industry.
Takeaways:
For John, hospitality is how you would like to be treated as a guest in someone else's home. To put this in action, all guests at the stores he oversaw were given a water when they walked in as a welcome gift.
Delivering good service goes beyond just creating a welcoming interaction, you need to apply that service to what the client really wants. You may have given them great service, but if it was service they didn’t want, you’ve only lengthened their journey.
When you design an experience with furniture you need to tell an authentic story. Knowing the stories of the furniture and the way it’s presented reinforces the rest of the experience that has been created.
If you can speak in superlatives and tell the truth, you’ve won. When building an authentic brand, start with a true statement, explain it, and be very honest about it. Once you’ve identified your statement, expand upon it.
When designing furniture for the hospitality industry, there are three main requirements. Your product must have fantastic and fresh design, it must be in stock and readily available, and it needs a sustainability story.
When designing furniture, you need to have a sustainability story. For Heller products there is a multi pronged approach. Their furniture is long lasting and 100% recyclable by design. Should you wish to part with your piece, they will take back and recycle it.
When implementing hospitality in a retail environment, encourage employees to ask questions to address customer needs. If you're practicing the concept of hospitality, you're never selling anything. You're defining a need and then servicing it.
Quote of the Show:
“If you're practicing the concept of hospitality, you're never selling anything. You're defining a need and then servicing it.” - John Edelman
How Story Meets Function - Brad Zuger - Defining Hospitality - Episode # 144
01:07:39
Our guest this week is a designer who treats each project as a chance to innovate. He’s worked across the globe on hotel, restaurant, and office projects. Please welcome to the show, Principal and Studio Leader at Rockwell Group, Brad Zuger!
Host Dan Ryan joins Brad at the Rockwell office in New York to discuss some of the recent projects the firm has been involved in. Brad shares the importance of having passion, the best ways to design with curiosity, and why Rockwell has a strong focus on incorporating wellness into the projects they design.
Takeaways:
Hospitality is about making meaningful connections and indulging in people's curiosity for life. Craft narratives, prompt curiosity, and create spaces that make people want to connect and return.
Consider how personal narratives can inspire unique experiences and meaningful connections within a space. Understanding the client's vision and creating innovative entry points can lead to transformative dining experiences.
Design decisions should be made with depth of curiosity, allowing for interpretations that spark conversation and connection with spaces. Embrace layers of discovery in design to create rich and engaging experiences that invite people to return.
The key to creativity lies in embracing risks and individuality, while finding purpose in meaningful work. Embrace risks, celebrate individuality, and find purpose in your work to make a meaningful impact.
An often overlooked design element is dynamic change. Through a change in layout and lighting, a space can serve multiple purposes and engage with customers in multiple instances throughout the day.
Wellness encompasses more than just physical well-being; it also involves mental revitalization and meaningful connections with others, which are crucial for overall wellness and cognitive health as we age
To improve engagement and attract people to office spaces, consider redefining shared spaces based on common interests. Emphasize creating a sense of community through innovative design elements and versatile spaces that facilitate connections.
Quote of the Show:
“How could we think about this whole restaurant experience in a new way?” - Brad Zuger
The Future Of Augmented Hospitality - Damien Perrot - Defining Hospitality - Episode # 137
00:57:32
Joining the show this week is someone who believes that hotels are more than just a place to sleep and eat. Please welcome to the show, Global Chief Design, Technical Services & Innovation Officer for Premium, Midscale & Economy brands at Accor, Damien Perrot!
In this vibrant conversation between Dan Ryan and Damien, the duo delve into the world of hospitality, hotel industry and its transformations. Damien shares his insights on everything from creating unique hotel experiences to the future of the industry.
Takeaways:
Hospitality is about connecting with people and leaving a lasting impression. It's the art of welcoming strangers who could become friends, even if you will only know them for a short time.
The importance of creating memorable experiences in the hospitality industry cannot be understated. It's not just about food and beverage, but also about the ambiance and overall experience that sets a property apart and creates a destination.
Creating a meaningful guest experience in a hotel involves immersing oneself in the local culture and surroundings, ensuring both guests and locals can truly live the experience they desire. This approach also proves to be profitable for hotel owners.
Innovation in the hospitality industry extends beyond the confines of a hotel, encompassing the entire travel experience. By addressing pain points and enhancing guest satisfaction, hotels can create a positive and memorable stay for travelers.
Hotels face the challenge of managing travelers' luggage, which often requires dedicated staff and even the use of meeting rooms. By allowing travelers to conveniently check their luggage at the hotel, the process is more efficient and hassle-free.
Design in hotels goes beyond aesthetics, playing a vital role in guest experience. From achieving sustainability goals to driving profitability, investing in efficient and innovative solutions now is crucial for future success in a rapidly changing world.
In the ever-changing world, being a part of shaping the future and challenging norms is exciting. Hospitality industry, like hotels, can play a vital role in evolving cities and ensuring a high quality of life amidst increasing urban density.
Quote of the Show:
“Hospitality is about welcoming people who are not yet your friends, but could become your friends.” - Damien Perrot
Understanding The Heart Of Third Party Management - Chris Green - Defining Hospitality - Ep#109
00:36:50
This week on Defining Hospitality, we have the pleasure of welcoming back a hospitality veteran who has consistently showcased his exceptional skills in the industry. As the guest on the third episode, he dove into his experiences as the leader of Chesapeake Hospitality. Returning to the show nearly two years later is President of Remington Hospitality, Chris Green. Chris reflects on the ways his definition of hospitality, and the industry at large, have evolved over the years. Chris sheds light on the process of merging Chesapeake Hospitality with Remington Hospitality, and the recent rebranding of the company.
Takeaways:
For Chris, hospitality comes not from the knowledge in your head, but the motivations in your heart. Hospitality is the combination of how you relate to others, how committed you are, and how you spend time with those around you.
When you work with a variety of owners, you need to understand the heart and connection that each owner has. Some owners prioritize profits, while others prioritize service. Different requirements need different management styles.
A merger of two companies takes work, but the most important work comes before the acquisition. Instead of assessing compatibility on economic plans alone, spend time making sure your cultures, values, and goals are in alignment.
No matter what your business goals are, you can never let the focus come off of the people. People are the heart of your operation, and if you want to achieve success, you need to make sure your people are enabled for success.
When a new opportunity arises, it’s usual to go out and find a new buyer to strike up a relationship with. However, if you present that opportunity to current clients instead, you shift from being a commodity to a true partner.
Personal wellbeing programs are important to keep a company running smoothly, but the focus needs to be on all employees. It’s not enough for the C-suite to implement something they think works. You need proper feedback from ground level employees.
Quote of the Show:
“Hospitality is not hard, it’s heart.” - Chris Green
Welcome to 2024! As we embark on a new year, our resolution is to shift our attention to the remarkable sustainability initiatives happening within the hospitality industry. In the current climate, sustainability has become increasingly crucial, benefiting not only the planet but also businesses themselves.
To kick-start this focus, we’re bringing you a compilation of past episodes centered around sustainability and adaptive reuse. In this compilation, we feature conversations with past guests who are true experts in the field of sustainability and at transforming old buildings into vibrant, renewed spaces. Join us as we explore innovative solutions and inspiring stories in our quest for a more sustainable future.
In this episode you’ll hear from Founder and CEO of MindClick: JoAnna Abrams, Partner at Dutch East Design: Dieter Cartwright, President at Becker + Becker Associates: Bruce Becker, and Chief Development Officer at NuovoRE: Heather Ciszczon.
Takeaways:
The importance of measuring and recognizing the impact of sustainability is increasing in the marketplace. Financial institutions are leading the way by committing to carbon neutrality in lending and embracing measurement practices for a sustainable future.
Making the decision to disconnect from fossil fuels and prioritize sustainable qualifications, such as Passive House and Net Zero, are crucial steps towards achieving a high level of performance and sustainability in building projects.
Despite brands making pledges to reduce fossil fuel emissions, emissions in full-service hotels have been increasing. This disconnect between intentions and actions calls for more integrated efforts in the hospitality industry to achieve sustainable practices.
Historic tax credits play a vital role in preserving and adapting old buildings for revitalization, but navigating the requirements and preferences of review programs can be challenging.
Cultivating Joy and Awe - Nathan St. Cyr- Defining Hospitality - Episode # 195
00:59:54
What does it take to be the number one small hostile in North America? Today we welcome Nathan St. Cyr, Co-Founder of Malama Capital and Owner of Howzit Hostels, to tell us just that. Dan and Nathan dive into Nathan's journey within the hospitality industry, including his foundational experiences in sales, his profound motivation rooted in personal history, and the creation of successful hospitality ventures in Maui. They talk about the six human emotional needs, their own podcast experiences, and the evolution of their business practices. This engaging conversation highlights the unique aspects of building a culture-focused hospitality brand.
Takeaways:
Focus on how your role or business can contribute to the well-being and happiness of others, which will enhance customer satisfaction and loyalty.
Ensure your service or hospitality offering addresses the six human emotional needs: variety, security/certainty, connection, significance, contribution, and growth.
Leadership and mindset are crucial. Develop a leadership style that emphasizes positivity, contribution, and personal development. Shift focus towards mindset training to ensure your team operates at its best.
Implement frameworks such as EOS to streamline operations, improve efficiency, and ensure your team is aligned with the company’s goals.
Invest in effective marketing strategies to tell your story. Use platforms like podcasts and social media to reach a wider audience and create a personal connection with potential customers and investors.
Celebrate and acknowledge significant milestones, both within the team and with guests. This creates a sense of community and shared success.
Quote of the Show:
“ We really focused on anybody that worked for us to not just want to want a job. We wanted people that wanted to be a part of something special and build something unbelievable.” - Nathan St. Cyr
Joining the show this week is a hospitality professional who creates distinct projects that make emotional connections with guests. Please welcome to the show, Senior Director of Design & Construction Services at Kempinski, Vibha Sawhney.
Vibha joins Host Dan Ryan to discuss how she creates luxury projects that meet the needs of owners. Vibha also shares the importance of collaborative empathy, the value of meticulous attention to detail, and explores Kempinski's unique approach to luxury.
Takeaways:
Hospitality involves providing the highest level of service where the guest is considered supreme. For an architect, design and architecture are tools to craft unforgettable and comfortable memories for guests, emphasizing their supreme importance.
To gain hands-on experience and a deeper understanding of materials, immerse yourself in working alongside skilled tradespeople like carpenters and metal workers. Understanding how they work allows you to better utilize a material in planning.
The key to success is selecting the right partners who will give proper attention to your projects and act with empathy toward the end-users. It is essential to work collaboratively to achieve the best results and support the owner's vision.
A successful property requires exceptional service across all locations and maintaining high standards in essential areas like breakfast and room comfort. Consideration must be given to space constraints, ensuring comfortable environments in smaller spaces.
While many brands have a clear and defined aesthetic that should be designed for, your job is ultimately to work with an owner to tie their vision together. Successful collaboration blends both brand design and owner desires.
Hotels are ultimately an ecosystem that requires collaboration between various functions and backgrounds to function properly. Collaboration can only happen if empathetic understanding is found between employees.
Quote of the Show:
“We are really open to understanding what the owner and the owner's team wants to do in a project.” - Vibha Sawhney
Behind the Brand - David Carofano - Defining Hospitality - Episode # 192
00:53:52
We’re going all in on branding and strategy for hospitality companies this week! David Carofano, Strategy and Commercial Director at Crown Creative joins as Dan’s guest to discuss the importance of branding in the hospitality industry, from conceptualizing a new project to breathing life into an established brand. David shares his journey, starting from a teenager working in restaurants to becoming a thought leader in hospitality branding. He highlights successful case studies such as the rebranding of The Dead Rabbit and emphasizes the role of brand strategy in creating memorable hospitality experiences. The conversation offers valuable insights for hospitality professionals looking to elevate their brand and connect deeply with their audience.
Takeaways:
Integrate branding and strategy early in the project development process. Clearly define the brand and ensure everyone involved understands its core values and mission.
Develop a comprehensive brand book or playbook that outlines your brand’s mission, vision, values, and strategy. This living document should guide all aspects of your business and be referred to regularly.
Ensure that every aspect of the guest experience, from design and music to service and food, aligns with your brand’s story and mission. Every detail should contribute to the overall brand experience.
Communicate your brand’s core values and mission regularly to staff, partners, and new team members. This ensures that everyone is aligned and working towards the same goals.
Work closely with design and branding experts to ensure that the physical spaces and experiences reflect your brand accurately and creatively.
Quote of the Show:
“ I learned everything there is to know about front and back of house and I just sort of fell in love with it. I fell in love with the people, the energy, the chaos, the camaraderie of it, every bit of it.” - David Carofano
INDIEConFab Recap - Dan Ryan - Defining Hospitality - Episode # 163
00:19:17
This week, Dan Ryan sits down to talk about the INDIEConFab, a conference he attended and emceed earlier this week. He recaps on the two days he spent there and provides insights on what he thought about it (spoiler: he loved it) and summarizes the different segments he got the opportunity to emcee for! Listen to hear about Dan’s experience at the INDIEConFab!
Takeaways:
Mentorship can be both formal and informal but should focus on genuine curiosity and openness.
Mentors should be prepared to guide mentees even if it means encouraging them to explore opportunities outside the current organization.
Beyond traditional metrics like growth and revenue, success includes the quality of relationships built, the impact made on others, and the experiences created.
There is a shift from "outdoor leisure" to "experiential hospitality," indicating a broader scope of creating immersive and engaging customer experiences.
Authenticity in development (not "faking the funk") leads to better financial performance and genuine neighborhood integration.
Quote of the Show:
“I think in all of our careers, it was, growth, revenue, profit, whatever other KPIs you could think of that are these metrics of what makes a business successful. But I think we all came to this really cool realization that it's also about relationships.” - Dan Ryan
In this episode of Defining Hospitality, host Dan Ryan chats with Marc Bromley, Regional VP and General Manager at Four Seasons Hotel, Washington, D.C. The discussion delves into the essence of hospitality, nurturing a culture of care, and powerful leadership lessons from Marc's father, Stan Bromley, a legendary figure in the industry. Marc shares his path in hospitality, the importance of attention to detail, and balancing professional commitments with personal life. The conversation also covers recruitment strategies, maintaining high standards, and Marc's enthusiasm for what lies ahead for Four Seasons.
Takeaways:
Prioritize creating a culture of care within your organization. This means placing a high value on caring for employees first, which in turn enhances the customer experience.
Implement regular employee opinion surveys (at least twice a year) to gauge employee satisfaction and identify areas for improvement. Take this feedback seriously and create action plans based on the results.
Emphasize the importance of attention to detail among your team. Lead by example and teach your team to notice and address small issues before they become big problems.
Provide your managers with opportunities to lead by ensuring they are the ones to address issues raised by senior leadership or general managers, rather than bypassing them.
Focus on hiring for will and training for skill. Invest in continuous training and development programs that align with your organizational culture.
Create a robust feedback mechanism where employees receive regular and constructive feedback. Recognize and reward good performance, and provide support and training where needed.
Encourage a work-life balance within your team. Promote wellness initiatives and ensure that employees do not burn out.
Quote of the Show:
“ Not to say we won't move heaven and earth and create legendary, world-class, luxurious, five-star experiences for our guests, but we openly declare that the employee comes first.” - Marc Bromley
On this episode of Defining Hospitality we’re shining a spotlight on the work of a previous guest and fellow hospitality podcaster. Josiah Mackenzie is the publisher of Hotel Operations, and the host and writer of the Hospitality Daily podcast and blog. We’re excited to share this compilation episode with recent interviews from Josiah’s podcast. The guests featured today are CEO & President of Four Sisters Inns Tamara Mims, General Manager at the Enso for Kimpton Hotels Marlon Smith, Founder of The June Britt Morgan-Saks, and VP of Strategic Growth at eBerry by Nordic Choice Hotels Christian Lundén. We hope you enjoy.
Tamara Mims:“Don't nickel and dime your guests.”
Key Takeaway: Complimentary amenities go a long way in increasing the value a guest has at your establishment. The hotels Tamara works with often offer complimentary wine and cheese, parking, internet, and even bicycles for guests to enjoy. While you need to increase room rates to balance out expenses, offering these amenities makes guests feel special.
Key Takeaway: In the hospitality industry, you get to be an ambassador for your local community. You should be providing your guests with the keys to the local experiences that highlight the culture and history of your area. Ultimately, you want your guests to be as excited about the area as you are.
Britt Morgan-Saks:“Lessons for hospitality from NYC nightlife.”
Key Takeaway: The “vibe” and feeling of a space is what will ultimately make repeat guests out of first-timers. That magical, exciting, energetic feeling is the most important aspect, but replicating it at scale can be difficult. You can’t be everywhere at once, so hiring people who can bring the same energy and experience is crucial.
Christian Lundén:“How we are providing hospitality outside the walls of our hotels.”
Key Takeaway: Your most frequent guests may only spend 60 days at your location, and creating that feeling of hospitality for the rest of the year is a challenge. To address this Christian’s company created a “hotel feeling” service that provides cleaning, bathrobes, soaps, and more directly to your house.
Collaborating On A Creative Process - Pierre Josselin - Defining Hospitality - Episode # 117
00:40:03
Starting your own firm can be a nervous experience, but the creative freedom it offers can be well worth it. Joining the show this week is an interior designer who draws inspiration from his 25 years of design experience around the globe. After working with multiple internationally renowned design firms he is now on the journey of running his own studio. Welcome to the show, Founder & Creative Director of Pierre & Co Design Studio, Pierre Josselin!
Pierre and Dan sit down to discuss Pierre’s motivations for starting a business, what excites him most about the design process, and the importance of having strong relationships with others in the industry.
Takeaways:
Hospitality is a shared passion. Those in the industry have an exciting passion for the work they do. It is a people driven industry with a strong sense of togetherness that is focused on creating relationships.
To create great designs, you need to cover every aspect of the project, and understand what it takes to get to the finish line. Avoiding unnecessary handoffs of work results in a higher quality and more consistent project that is completed in less time.
As a designer, it’s important to understand how your answers affect the rest of the process. A timely response to a client’s question not only results in a happier client, but a faster project. A delayed answer delays further steps of the project.
The best coworkers you can have are ones that challenge you, but who you can also challenge. Great ideas are not born in a vacuum, and fostering a space that allows for collaboration and feedback will open your eyes to new designs.
While going out on your own and starting your own firm can be daunting, it offers many benefits. As you have full control over the intricacies, you have full creative freedom, and the ability to complete work at a faster pace.
In the design process, it is important to implement efficiencies wherever you can. Even by getting all the relevant parties in one room for the drawing process and doing instant revisions can shave weeks off of a project.
Quote of the Show:
“The most successful colleagues you work with are the ones which challenge you, but you challenge as well.” - Pierre Josselin
Today Dan Ryan welcomes Áine O'Connor, President of the International Society of Hospitality Purchasers (ISHP) and Founder of AOC Purchasing LLC. Áine shares her extensive experience in the hospitality industry from working across the globe in project management, budgeting, and procurement. She delves into her journey to entrepreneurship, balancing work and family life, and the critical issue of human trafficking awareness within hospitality. This episode explores the importance of relationships, collaboration, and passion for quality in the built environment.
Takeaways:
Focus on building strong, respectful, and collaborative relationships with all project stakeholders including developers, designers, contractors, and vendors.
Regularly check in with yourself to assess stress levels and ensure you aren’t taking on more than you can handle.
Approach every project with a solution-oriented mindset, being open to others' input and working together to overcome challenges.
Get involved in industry organizations for networking, skill development, and potential leadership opportunities.
Stay open to learning new processes and understanding the rationales behind certain project decisions to improve your effectiveness.
Understand that it is okay to admit when something is too much and take steps to delegate or adjust responsibilities accordingly.
Support initiatives and training programs that address broader social issues, such as human trafficking, to make a positive impact within the industry and beyond.
Quote of the Show: “I never don't want to work. I never don't want to be in this industry. I love it. I'm passionate about it, but it's a balance.” - Áine O’Connor
Understanding All The Parts And Pieces - Mitch Parker - Defining Hospitality - Episode # 131
01:19:24
Filling a hotel with furniture is about more than just picking the right chair, it’s about working with your client to get the right product set up the right way for them. Our guest this week is a well rounded hospitality professional and expert in all things FF&E. Joining the show is COO - FF&E Division & Partner at The Parker Company, Mitch Parker!
Mitch sits down with Host Dan Ryan to dive into all things procurement. Mitch outlines the importance of planning for proper time, the intricacies that go into furnishing a hotel, and the need for designers to design for the requirements of the hotel.
Takeaways:
Hospitality is all about service. In a hotel, it’s providing a place for others to feel comfortable. In procurement, it’s about providing efficient service that helps your client complete their project on time and under budget.
With every item, there is often an unseen level of customization behind the scenes. Multiple locations may use the same chair, but the color, texture, and finish can vary. Managing these changes is a behind the scenes responsibility of procurement.
Design never happens in a vacuum, but is shaped by the bounds of what you are designing for. When designing furniture for hotels, an aesthetically pleasing design isn’t enough, it needs to also meet the functional requirements of the hotel.
While it’s important to meet client needs, you also need to open a hotel on time. To help stay on schedule, highlight the importance of making decisions to clients, and try to reduce the number of 3rd party decision makers.
As a leader of a business you need to balance employee agency with your own oversight. It’s important to give your employees agency to make their own decisions, but you want to be involved enough that when problems arise, you are able to help out.
When furnishing a hotel, you need to understand how all the parts and pieces play into the overall guest experience. A single element can turn a positive experience negative for a guest, preventing them from returning to your hotel.
As a purchaser, time is your best friend. It’s common for clients to change their mind or ask for revisions half way through the process. By building in a buffer, you can meet client requests without delaying the project.
Quote of the Show:
“You can have a beautiful design, but if it can't be executed, you have a problem.” - Mitch Parker
Creating Events That Bring People Together - Keisha Byrd - Defining Hospitality - Episode # 129
00:46:34
On this episode, we’re joined by a show director who puts together some of the hospitality industry’s most popular events. Please welcome to the show, Brand Leader & Associate Show Director - Boutique Design at Emerald, Keisha Byrd!
Keisha joins Host Dan Ryan to share what makes a successful event. Keisha highlights the importance of finding the right people, the satisfaction that comes from pulling off a successful event, and the ways students can get the most out of events.
Takeaways:
Hospitality is about creating welcoming experiences, bringing people together, and making everyone feel like they belong. It is important to prioritize these aspects in order to foster a sense of unity and promote meaningful connections.
When it comes to putting together an amazing event, the right people make it a success. Your attendees are likely to forget the food and beverages that were served, but they will remember the conversations had and connections made.
Putting on an event is a lot of work, but the feedback and positive messages make it all worth it. Hearing feedback from attendees not only makes you feel appreciated, but also helps shape future events.
When vendors ask for a better space or more square footage, those are both signs of an event well done. Additional signs of success include the feedback from attendees who have found your event to be a useful resource.
As events grow and evolve, there is an increased focus on highlighting specific designs. Future events will still feature a traditional expo hall, but will start to incorporate open houses that highlight both specific designs and their designers.
Setting goals, being patient, and staying true to yourself are key factors in achieving personal growth and success. It is crucial to persevere and remain dedicated to your journey, as progress takes time and self-belief.
Listening and being patient with others, while embracing creativity and continuous learning, are valuable skills for events. These help to improve event experiences and foster constructive growth.
Quote of the Show:
“Knowing that what we're doing is actually connecting everyone to do business, that's what we're here for.” - Keisha Byrd
Guiding The Adventure - Ben Weinberg and Michael Weiss - Defining Hospitality - Episode # 148
00:53:37
Joining the show this week are Co-Founders with a focus on bringing experiential and sustainable accommodations to the outdoors. Please welcome to the show, Co-Founders of Castle Peak Holdings, and Co-Founders of Trailborn, Michael Weiss and Ben Weinberg!
Mike, Ben, and Dan sit down to discuss the story behind Trailborn, and the importance of authenticity. Mike and Ben share the need to stay vertically integrated, the ways to cut through the fog, and how to make your hotels feel like a part of the natural landscape.
Takeaways:
The hospitality business is the memory making business. Every experience should be focused on authentically creating memories that guests will take with them for the rest of their lives.
Hospitality is about making people feel effortlessly taken care of. Through an understanding of who the guest is, you can prepare for their needs, ensuring a feeling of magic when the guest arrives.
When your backdrop is the Rockies or Arches National Parks, your hotels should feel like a part of the landscape. Working with local design firms to imbue the aesthetic of the area into the hotel creates a unique experience for your guests tied to that location.
Designing thoughtfully and beautifully revolves around meeting the needs and wants of a guest. While this may not be the strictly most profitable strategy, having rounded amenities creates guests that want to come back.
Fog in business is unavoidable. Rather than getting lost, you need to provide clarity. Assess the problem, have the right tools and processes in place, and work towards a concrete solution, even if it takes time.
When managing a hotel, instilling trust is the most important thing you can do. Your guests need to trust that you will deliver on what you promised and your team needs to trust that you will maintain your vision.
Vertical integration in this market is essential to operation. By owning all operations, it allows you to align the guest experience with what you promise, and it holds you accountable by removing any potential blame of 3rd parties.
Quote of the Show:
“When we think about design, it's not just the physical design of the space, it's the design of the entire experience.” - Mike
“Self awareness and humility is critical to winning in hospitality.” - Ben
Beyond the Green: Hospitality & High-Performance - Scott Young - Defining Hospitality - Episode #196
00:54:51
“ Our hospitality starts with education, but it's also having a welcoming point of view.”
Scott Young, Founder of SSWING, an innovative indoor golf training facility in New York City, and an expert golfer joins the podcast today to hash out the meaning of hospitality and dive into his business. They discuss the broader meaning of hospitality in various environments, focusing on creating a welcoming yet challenging space to help people improve. The conversation dives into Scott’s analytical approach to golf using math and biomechanics, balancing customer comfort with pushing them to new limits. Scott shares insights from his touring days and stories about the honesty and pressure in golf. The episode highlights the importance of process-oriented improvement and maintaining a clear mental focus.
Takeaways:
Whether it’s golf or any other aspect of life, embrace a mindset of continuous improvement and commit to bettering yourself.
Aim to have a consistent and clear process for achieving your goals. In golf, this means focusing on your pre-shot routine and execution rather than being overly concerned with the outcome.
Utilize technology such as biomechanics assessments, high-speed cameras, and other tools to get precise feedback and improve your performance.
Develop mental resilience by practicing staying focused and present in high-pressure situations. This can be beneficial in sports and various other stressful scenarios in life.
If appropriate for your business, consider a membership model to build a committed community and create a steady revenue stream.
After any performance or practice, reflect honestly on your process and identify areas where you either succeeded or could improve.
Use personal stories and experiences, whether from a professional athlete or your own life, to gain insights and inspire your growth journey.
Quote of the Show:
“ My essence of SSWING is that every single person who walks through our door leaves a better golfer or a better mover.” - Scott Young
Today, host Dan Ryan sits down with Bonnie Campagnuolo, Brand Leader of Embassy Suites by Hilton. The discussion follows the intricacies of hospitality, brand strategy, and evolving customer needs. Bonnie shares her journey from advertising to hospitality, her insights on brand evolution, and the importance of creating a guest-centric experience. They explore Embassy Suites' recent design changes, the importance of model rooms, and integrating technology in hospitality.
Takeaways:
Embrace the need for brand evolution or revolution based on market demands and guest needs.
Regularly gather and incorporate feedback from guests on room functionality and amenities.
Ensure key stakeholders, including housekeeping and operational teams, have input in the design process.
Conduct extensive research via surveys, focus groups, and in-room studies to understand guest behaviors and unmet needs. Ask guests how they use space and what features are most important to them.
Allow owners flexibility in design, while also ensuring brand consistency.
Experiment with new technologies to improve guest experience as well as operational efficiency.
Be open to career moves that might seem non-linear but can provide valuable experiences and insights. Avoid limiting beliefs in yourself and your abilities.
Quote of the Show:
“Make decisions that leave doors open, not ones that close doors. Be open, work on different clients, learn different types of business.” - Bonnie Campagnuolo
Weaving the Future of Design - Mark Page - Defining Hospitality - Episode # 194
01:03:06
Mentorship is important in encouraging students to enter artistic and creative career paths. Mark Page, Vice President of Design at Mohawk Industries, touches on the importance of fostering connections with colleges and universities to inspire the youth of today to continue their creative paths. Mark also shares insights on the challenges and innovations in flooring, such as the use of sustainable materials and advanced fiber technologies. He discusses the evolving demands of the hospitality industry, being able to offer something creative and beautiful that also meets functional and performance needs. This episode provides valuable perspectives for anyone interested in hospitality design, product innovation, and the flooring industry's future.
Takeaways:
Understanding and enhancing the guest's journey is essential. Tailor experiences to make guests feel cared for and welcome.
Design spaces that are not only functional but also inspiring and relaxing. Consider how elements like flooring can contribute to the overall guest experience.
Embrace new materials and technologies. For example, using advanced fibers in carpets that repel stains can increase longevity and maintain aesthetic appeal.
Incorporate sustainable practices, such as using recyclable materials in flooring, which can enhance the brand's eco-friendly appeal and reduce environmental impact.
Recognize that different segments (hospitality, healthcare, office, etc.) have unique design needs and challenges. Tailor offerings to meet these specific requirements.
Build relationships with colleges and design schools to attract fresh talent and foster loyalty among future designers.
Ensure that design choices consider maintenance and longevity, making spaces easier to clean and sustain over time.
Quote of the Show:
“ My ideal is that our clients look to us for innovation, for new styling as being the specialists, as being the trend forecasters. We want them to come to us first. ” - Mark Page
Choosing Greatness Over Growth - Lisa Schultz - Defining Hospitality - Episode # 110
00:40:13
Customers are guests who have honored you with their patronage. Adding in special touches can show your gratitude in a way that earns their repeat business. Expanding your business does not mean you forfeit the ability to make changes in your community, Zingerman’s is proof of this. Learn from a 19-year customer service veteran, Zingy leader, and Managing Partner at Zingerman’s Roadhouse, Lisa Schultz.
If you haven’t had the pleasure of eating in a Zingerman’s location and witnessing their hospitality first hand, listen to Lisa speak about the critical steps to Giving Great Service..
Takeaways:
Hospitality means accommodating your guests to make their experience unique and special, while providing consistently great service and quality food. Consistency is essential because the guest should know what level of service to expect.
All Zingerman’s locations follow their Three Steps to Giving Great Service. First, find out what the guest wants, get it for them accurately, politely, and enthusiastically, and lastly, go the extra mile. Do these steps consistently to create a reliably great experience.
Use the process of visioning to create future plans. Look at goals for success and future objectives, internally and externally, at relationships with vendors, your staff’s experience, and every aspect that could affect success.
Open book accounting and management allows every employee from dishwashers to shift leaders to feel like they have an impact on processes. You will have suggestions for improvement on issues that upper management might not notice.
Open book processes also improve retention and hiring of employees who want their opinion to matter or who want to participate in the success of the business. It will allow people to improve points of frustration or disagreement.
Choosing greatness over growth does not mean you forfeit growth. You will instead, grow in a way that creates raving fans in a world where word of mouth is one of the most impactful marketing tactics, while being free.
If your employees care, it translates to good service. A serving team’s genuine care will shine through to the guest and make a uniquely welcoming experience. Otherwise, you have a team of people who aren’t invested in the wellbeing of your guests.
Quote of the Show:
“If your staff feel taken care of, they're probably going to give better service.” - Lisa Schultz
Joining the show this week is an experienced executive who has a history of driving brands to success. Please welcome to the show, Head of Development for Ashford Inc and CEO at Premier, a subsidiary of Ashford, Hector Sanchez!
Hector sits down with Host Dan Ryan to share the lessons he has learned from his time in the hospitality industry. Hector dives into the importance of owning mistakes when they happen, the challenges of aligning on budget, and how to build teams that play to their members’ strengths.
Takeaways:
Hospitality is the act of serving people and creating unique experiences that they can share with others. It plays a crucial role in creating memorable moments and fostering connections between individuals.
Taking responsibility and providing a solution is crucial in resolving issues effectively, as it demonstrates accountability and ownership, unlike finger-pointing and avoiding responsibility.
Ownership groups in the hotel industry typically do not bring various functions, such as project management, in-house. While some may handle design and project management internally, they often rely on external firms for expertise and assistance.
As a newcomer to the hospitality industry, it’s important to take note of the small details around you. Observing how other projects came to fruition and noting their nuances will help you ramp up your design knowledge.
While having a holistic understanding of your industry is beneficial, it doesn’t mean you need to be an expert in every discipline. Play to your strengths and build a team whose members fill in each other’s gaps.
The disconnect between budget and creativity in the hospitality industry can be a large challenge. Being mindful of budget constraints while fostering creativity is crucial for successful project execution.
Quote of the Show:
“To me, it's just about how you react to those issues? Do you just hide from them? Do you ignore the calls or do you rise up?” - Hector Sanchez
Rebuilding Hospitality - Joe Balcken and Shelton Steele - Defining Hospitality - Episode # 186
00:52:40
Hospitality is key, especially under hardships and destruction, something Joe Balcken and Shelton Steele, Co-Owners of the Wrong Way River Lodge and Cabins in Asheville, North Carolina are passionate about. They discuss their unique urban campground hotel and the challenges they've faced. The conversation explores the definition of hospitality, the building of their flood-resilient property, and the impact of a recent historic flood on their business and the local community. The duo share their entrepreneurial journey, the human spirit of resilience, and the importance of tourism in revitalizing Asheville post-disaster. The episode is a testament to perseverance, community, and the spirit of hospitality in the face of adversity.
Takeaways:
Incorporate local culture and unique features of the area into the business, as shown by Joe and Shelton's emphasis on Asheville’s outdoor personality and countercultural vibe.
Build emotional connections with guests by highlighting the distinct aspects and personal stories associated with the property.
Ensure infrastructure is resilient to natural disasters by adhering to local zoning and building laws.
Utilize existing local networks and connections with other businesses to offer comprehensive guest experiences, whether extreme activities for the adventurous or more relaxed, outdoor-curious activities.
Foster strong community bonds and be a part of local recovery efforts, which can also lead to supportive relationships and collaborations.
Make every guest feel special and connected to the place by providing immersive and memorable experiences, such as customized murals that resonate with the property's theme.
Promote group activities and communal spaces to enhance guest interactions and create memorable experiences. For example, having shared spaces like campfires and communal dining areas.
Quote of the Show:
“ It's my backyard and I wanted to share it with everyone and create an experience that aligned with my version of Asheville.” - Shelton Steele
“ It's part of our mission to connect people with the outdoor experience, whether they be one of those people that's outdoor active or someone that's curious about it.” - Joe Balcken
In this episode, Dan Ryan explores the deeper significance of hospitality with guest Casey Lavin, President of Beemok Hospitality Collection (BHC). They discuss the importance of culture, values, and intentionality in the hospitality industry, emphasizing the need for genuine care and empathy. Casey shares insights from his extensive career, including his experiences in renowned establishments such as Ritz Carlton and Sea Island, and delves into BHC's vision and mission. The conversation highlights the transformational power of mindset, the role of intentional leadership, and the long-term impact of creating meaningful experiences in hospitality.
Takeaways:
Incorporate company values and vision into daily operations and communications to foster a purpose-driven culture.
Conduct daily huddles or lineups where at least 51% of the time is dedicated to discussing cultural and philosophical topics. Share core value stories, celebrate achievements, and remind the team of the larger purpose behind their work.
Make orientation sessions meaningful by integrating the company’s vision, mission, and values, and end with a strong call to action, confirming the new hires' commitment.
Regularly conduct colleague engagement surveys to gauge alignment with company values and gather feedback on areas for improvement.
Develop tools like a “Daily Intentions Card” for employees to keep, which includes the company’s vision, mission, values, and daily intentions.
Encourage a mindset of intentionality where every action and decision is aligned with the company’s purpose.
Quote of the Show:
“ We're going to achieve excellence and we're not going to stop until we get there. It might take 20 years, but if that is our goal, then let's be unrelenting in getting there.” - Casey Lavin
Hospitality with a Higher Purpose - Shannon Seay - Episode # 099
00:48:11
Today’s guest is passionate about travel, art, history, and horseback riding. She authored her masters thesis toward a study of the intersection of advocacy, historic preservation, and architecture and has completed hotel renovations nationwide from conception through close-out. Please welcome to the show, Shannon Seay! Shannon is the Partner and Project Director at H-CPM, and the founder of an industry Networking Collective. Shannon joins the host Dan Ryan to share her thoughts on the hospitality industry.
Takeaways:
The core idea of hospitality is about crafting a community that is inclusive where people are excited to take part in it. It is the difference between place making and space making.
Every single thing in each of our lives has helped us to develop the perspective that we hold, and it’s the job of the professionals in the hospitality industry to put that together.
When someone is staying at any place that is in the realm of the hospitality industry (hostel, hotel, motel), they are home away from and finding a place to rest.
Rest necessitates comfort, and you can’t truly be comfortable if you are in a place that doesn’t speak to you.
A successful team isn’t a team that has no problems, but rather a team that solves its problems efficiently, coherently and in a professional manner. This applies to all industries as this will make a team act as a better unit.
Core values for your company aren’t something that are just written up and put on a piece of paper or a website to get a new deal. They are values that each and every team member really needs to embody and represent.
Everything comes down to a collaborative discussion. When it comes to the custom design space, there are a lot of different people that are involved in that aspect so it’s important to get everyone on the same page, even if that means compromising somewhere.
Hospitality Beyond Four Walls - Paul McElroy - Defining Hospitality - Episode # 174
01:06:48
Dan welcomes Paul McElroy, Executive Vice President of Design and Construction at Lucid, Highgate’s in-house design studio, onto today’s episode where they dive into the transformative power of sustainability within the hospitality industry. Paul emphasizes the critical role of small changes and conversations, the significance of detailed project management, and the impactful lessons learned from challenging construction projects. The conversation conveys how vulnerability and resilience shape professional approaches and industry-wide improvements. The duo also explores how pioneering figures and companies are integrating sustainable practices, stressing the necessity of these efforts to become standard operations due to regulatory and market pressures.
Takeaways:
Embedding sustainability into projects from the kickoff meeting ensures that objectives are clear and incorporated into the workflow from the beginning.
Integrate sustainability metrics and waste management plans into RFP processes to ensure accountability and commitment from contractors and vendors from the start.
Show up with authenticity and vulnerability. This approach breaks down barriers and builds stronger, more genuine relationships with peers and partners.
Set clear, audacious goals and communicate the “why” behind initiatives. This helps to align and motivate teams around shared objectives.
Work collaboratively with contractors and vendors, bringing them on the journey rather than dictating from above. Understanding their challenges and working together to solve them can result in more sustainable and feasible solutions.
Recognize and utilize the power of collective effort. Mobilize your organization and partners to join in the sustainable mission, thereby amplifying the impact.
Be open to changing course based on what you learn along the way. Healthy friction and iterative improvements can lead to significant advances in sustainability practices.
Quote of the Show:
“It's very important that a hotel exhibits extreme hospitality to their guests, but I think hospitality extends way beyond the four walls of a hotel.” - Paul McElroy
Detox, Destress, And Discover - Leon Emmett - Defining Hospitality - Episode # 151
00:50:01
This week’s guest helps people detox, destress, and discover while surrounded by nature. Through meditation, breathwork, yoga, workshops, and more, he creates an environment of rejuvenation. Joining the show this week is Founder of Onze Retreats, Leon Emmett!
Leon dials in from the Jungle to join Host Dan Ryan on a journey of hospitality and self reflection. Leon shares the importance of motivating others through action, the need to trust the process, and why everyone should spend time outside of their comfort zone.
Takeaways:
The deepest feeling of hospitality can be felt when you are in someone’s family home. When someone opens their home to you, they are opening their heart to you and showing warmth and unconditional love.
Healing retreats allow people an opportunity for more than just a relaxing day of yoga and meditation. Creating a welcoming space allows for guests to self reflect and realize their own potential for growth.
Despite motivational words, many people need to make the decision to change of their own volition. Rather than merely provide motivation, living your values and inspiring others through your own actions can help them take the next step.
Hospitality attracts people from all walks of life, and having services to reflect that is important. Having a written list or experience portfolio allows guests to customize their ideal retreat.
As life ebbs and flows, it’s important to trust the process. As there are highs and lows, observe what is happening and choose to be in the middle. Making the best of your situation helps keep you grounded.
It’s only when you’re out of your comfort zone when you start to experience what’s possible. Through guidance, you can try new experiences and open yourself up to vulnerability, paving the way for improvement.
Quote of the Show:
“Where do we spend most of our time and how much of our time do we spend on the periphery of our comfort zone?” - Leon Emmett
The Many Layers Of Hospitality - Jacqueline Nunley - Defining Hospitality - Episode # 123
01:05:55
In the rapidly changing world of tech, the hospitality industry can struggle to keep up. Today’s guest is here to provide some guidance. Drawing on her 20 plus years of technology experience, she creates innovative experiences for guests and travelers. Joining the show this week is The Travel and Hospitality Industry Advisor at Salesforce, Jacqueline Nunley!
Jacqui joins host Dan Ryan to look towards the future of the hospitality industry. They discuss the common challenges facing hoteliers when implementing technology, the ways AI can revolutionize customer experience, and how brands need to think about implementing AI.
Takeaways:
Hospitality is an ever changing landscape. As guest expectations have changed, technology has advanced rapidly, creating a blank slate. This allows for the industry to redefine what hospitality means to them.
Because the hospitality industry is often fragmented, implementing new technologies can be a challenge. When looking for new solutions, leadership should prioritize technologies that can work cross-functionally.
The level of repeatability and consistency in an experience needs to be tailored to the type of experience. Knowing what to expect can provide comfort to guests, but many guests often seek the unique experiences of the locations they visit.
When looking to implement tech into a hotel, the end goal should be on making the staff’s jobs easier. By freeing up staff from mundane tasks that can easily be replaced, you allow them more time to focus on providing the human element to guests.
AI offers many benefits to the end customer, but it requires careful consideration of a guest’s concerns. With many guests, there is a concern about the privacy of their data. Hotels need to provide a sense of security to ensure that guests trust the technology.
Implementing AI into the hospitality industry is not about replacing people’s jobs, but rather about allowing them to better serve guests. Conversational AI can speed up support calls, drastically reducing customer frustrations.
While AI has the potential to redefine the hospitality industry, it’s adoption needs to be intentional. Instead of adding AI features because a competitor had, first assess if the use of that technology will add value to your customers.
Quote of the Show:
“How are you engaging with your customers at the speed at which your customers are evolving?” - Jacqueline Nunley
Joining the podcast this week is the force behind some of IHG’s most dynamic brands. She’s a hospitality veteran who works to create seamless end-to-end guest experiences. Meet Karen Gilbride, Vice President of Avid Hotels, Atwell Suites, and Garner Hotels at IHG.
Karen joins Host Dan Ryan to explore IHG’s newest brand Garner, and the design philosophy behind it. Additionally, Karen shares the power that mentorship programs can have, the nuances of designing for staff and employees, and how to build a brand.
Takeaways:
Hospitality is the feeling you get when you visit someone's house and feel welcomed and cared for. Everyday the hospitality industry works to make you feel like you’re visiting a close friend when you stop by a hotel.
While new construction suits a lot of owners, there is a need to provide owners with a conversion pathway as well. By taking existing properties, owners can update old buildings and save on cost
When designing a hotel room, starting with foam core helps you get an initial feel for the size and shape of the room. Once you have that established, consider where the furniture goes, and how the guests will flow through the room.
When building a brand you have two customers to think about. First is the guest who may check in on a given night, the second is the owner. If you can’t get an owner to invest in the brand, there won’t be a hotel for a guest to check in to.
When picking furniture for a hotel, it’s important to not only consider the guest, but the hotel staff who have to interact with it as well. If a side table looks nice, but is too heavy to move, it quickly becomes an obstacle to clean around.
Any guest experience is about attention to details and understanding what your standards are. If you’re only going to do 5 main things, understand what they are, and execute them to perfection.
Having a strong foundation of people is crucial for any business, but doubly so in hospitality. Through mentoring programs, new and rising talent can be recognized, and given the resources they need to flourish.
Quote of the Show:
“I realized that it really is about high attention to detail and standards, being clear about what the standards are, training people against it, and then executing.” - Karen Gilbride
Putting Your Team First - Sarah Eustis - Defining Hospitality - Episode #105
00:59:59
While amenities play a role in satisfying customers, true hospitality grows from your team. Our guest this week is on a mission to build things that last, and create places with soul and purpose that leave lasting memories. She grew up in the hospitality industry and is responsible for some of the most iconic hotels in New England. Joining the show this week is Founder and CEO at Main Street Hospitality Group, Sarah Eustis! Host Dan Ryan interviews Sarah for a masterclass on creating memorable experiences where she shares how to empower your employees, creating consistent levels of hospitality, and how to go the extra mile to wow customers.
Takeaways:
For Sarah, hospitality means creating a sense of both belonging and connection. True hospitality comes not from complimentary breakfasts or high thread count sheets, but a feeling of welcome in your guests.
Satisfaction can be hard to measure, but the most effective methods are reviews and return rates. A good review means a customer had a great experience, and a high return rate means they are choosing you over the numerous other options available.
While you may offer hotels that vary in price point, that doesn’t mean they need to vary in the level of hospitality. A more expensive hotel may have more amenities, but the level of service, care, and hospitality the staff provide should be the same across the board.
While a standard operating procedure is essential to running a business, it can create a rigid experience for guests. If you empower your staff, and allow them to break SOP without permission, they can create a better experience for your guests.
When amenities are unavailable to guests, using words like “unfortunately” focus the guest on the negative aspect of the service you are trying to provide. Instead, using the phrases like “I wish I could” make the guest feel like you are on their side.
When assessing new business partners, they need to pass the like, trust, and respect filter. The deal may look good on paper, but if you and a potential client don’t like each other, trust each other, and respect each other, it won’t be fully beneficial.
A truly luxurious experience revolves around personalized experiences. At the Canoe Place, rooms come set to the guests requested temperature, mini bars are pre stocked with their favorites, and turndowns are done to reflect the side of the bed they sleep on.
Quote of the Show:
“The hospitality isn't better or worse depending on the price or the level of luxury of a hotel.” - Sarah Eustis
On this episode of Defining Hospitality we’re shining a spotlight on the work of a previous guest and fellow hospitality podcaster. Josiah Mackenzie is the publisher of Hotel Operations, and the host and writer of the Hospitality Daily podcast and blog. We’re excited to share a recent episode from his podcast where he interviewed Chip Conley, Founder and CEO at Modern Elder Academy.
Takeaway:
In an environment like AirBNB where there is a lack of real time feedback, exit surveys for guests are important. By collecting this feedback, Chip was able to help hosts improve their offerings to guests.
Hospitality and Journalism - Cameron Sperance - Episode # 012
01:04:53
The hospitality industry has roots in all sorts of other lines of work, even in journalism.
Dan is joined by the author of the Moon Boston Travel guide and world traveler, Cameron Sperance! Cameron is also a hospitality beat reporter at Skift. Listen to this week’s episode as he shares #hospitality insights with Dan Ryan today!
Takeaways:
Hospitality boils down to providing that home away from home experience. It’s all about providing caring service with a smile and making a pleasant stay for the guests.
You can tell if people are being treated well at the hotel they work at by the way they treat their guests, and a positive attitude creates a better experience.
In Cameron’s experience reporting about hospitality, you have to build genuine connections with people.
During the pandemic, many industries have tried to replicate how the hospitality industry makes their guests feel, showing that hospitality has its roots in many industries.
The concept of doing some self isolation and meditation has taken off in recent years, and it’s a great way to recharge with a busy life.
There is a lot of tension around who will stick in the hospitality industry in terms of the labor level employees, the ones who work long hours and demanding schedules.
A struggle some hotels face is finding the balance between being exclusive while also being fair to your clients and guests.
Quote of the Show:
28:33 “There was always a hospitality element to how we work that I think that's why it made it so successful and popular, pre pandemic.
And I mean, it just kind of runs the gamut. There's so many different, Industries out there that are trying to get a little bit more hospitable that I think this has been a wake-up call of just like how the tentacles of hospitality span out into so many different industries.”
Life is a Journey, not a Destination - Arnie Malham - Episode # 017
01:11:30
Arnie Malham is the founder of a number of different companies and organizations, including BetterBookClub.com. He’s also the author of “Worth Doing Wrong,” where he discusses how to build a sustainable business model through company culture. Listen to this week’s episode as he shares #hospitality insights with Dan Ryan today!
Takeaways:
At work, your team will never treat clients better than how the boss treats the team. That is one of the many forms of hospitality.
If you put people in a position and don’t pay them well and they don’t believe in the team then there is a discomfort that grows.
Core values start with a team leader. It’s easy for a leader to praise certain values but it’s important that the leader also is willing to help with even the little things and show they are invested and they care.
Embrace growth, always be confident, be optimistic, and prepare. These are 4 core values to have going through life.
It’s the little things that can make a difference for a guest. Things like certain types of bedsheets and toilet paper can make them feel important and known.
As a team, don’t say no to any idea. It’s ok to be wrong, but saying no creates a roadblock and might discourage people from sharing anymore of their ideas.
Quote of the Show:
6:26 I'm a believer in that the core values and culture start with the leader. And in fact, they start and end with a leader, that leader. The leader of an organization, a team that is the number one thing that sets the tone for culture and core values.
And then what that leader does versus what that leader says. It's easy to go down a list and determine if those two things match up. I'll quote Jack Daly again. I'm pretty sure he said, ‘I can tell you your values based on your calendar. I can look at your calendar and tell you your values, because it doesn't matter what you say, the question is, are you doing the things that match your values, that match your priorities?’
It's little things. It's where the leader parks, it's where the leaders are willing to participate in and the cleanliness of the environment. It's what he or she accepts and praises, but almost more importantly, what he or she tolerates. What a leader tolerates in their business, in themselves, in their direct reports and in the entire team, I think has as much to do with setting the tone of a culture than anything else.”
Designing for the Next Generation - Glen Coben and Maya Coben - Episode #011
01:14:13
When you design your space, are you thinking about the next generation? In this week’s episode, Dan Ryan is joined by Glen Coben, President of Glen & Company, and his daughter Maya Coben of Rialto Capital for our first ever double guest episode! Listen in as they share their combined, multi-generational perspective on the future of hospitality, nurturing growth, developing intuition, and more great insights!
Check out some takeaways from this episode below:
Hospitality is about creating a community. We can build community by having empathy and listening to others, and pivoting to whatever the guest needs to feel like they’re most important.
Work for the people instead of yourself. Identify the unique aspects of your client’s vision by approaching them with empathy and understanding.
When you design a space, it’s not just for the current generation. You’re designing for the next generation as well. “The best way to stay relevant is to make sure that your 12-year-old child is teaching you” - Glen Coben
Nurture growth within your own company by giving people opportunities to learn and develop. The mutual desire for success can lead to more than just satisfied clients.
Negative feedback can be an opportunity to delight a client on the next revision, but success doesn’t have to be based on fear and intimidation. Hospitality and empathy drive successful students and future industry leaders.
Glen’s most important question when taking on new clients; Who is going to be making the decisions? The best answers to that question are the honest answers. If the whole family is going to review and approve a presentation, they should be in the room so they have all the information.
Intuition is built not just by listening and learning, but by asking questions. Be a sponge.
Don’t be afraid to say “I don’t know the answer.” Asking for more information is a sign of strength, not weakness. Be okay with feeling that nervous energy, because it’s a sign that growth is coming!
One positive change from the pandemic: taking non local projects becomes easier. Collaboration tools will always be better in person, but our ability to adapt to remote working enables us to think more globally about new opportunities.
Quote of the Show:
22:46 - You remember those days when we were talking about “how do you design for the millennial?” That bothered me because the millennial is going to no longer want that cool hip thing. So we have to figure out a way to strike a balance through our design skills, that there are Instagram moments, there is technology, but there's also, we're designing across a broader spectrum. - Glen Coben
53:07 - I think that asking questions is the most important thing. And whenever I ask at the end of an interview, or just any conversation I have with anyone, a mentor, a friend, what advice do you have for me? Ask questions, be a sponge. Those are the two main things that I've heard time and time again. How can you learn as much as humanly possible in your career and through each experience that you're a part of? - Maya Coben
Aliya Khan, VP of design lifestyle brands at Marriott, promotes a positive lifestyle for brands and global design strategy. In 2019, she was an honoree for women in design from Hospitality Design magazine. Aliya joins host Dan Ryan to discuss her view on #hospitality and how important it is to be more open to change and face it with a positive attitude.
Takeaways:
Hospitality is about bringing people together from all walks of life. Sometimes you know them, sometimes you don't. It’s about experiencing new things in life with others.
The environment, the experience and the memory all add up to play important roles in delivering hospitality.
Often it can be the small things that make an experience so much more meaningful. You want to make sure all your guests' needs are met, even the small ones. It shows thoughtfulness and caring
You can learn so much from watching people. You’ll learn what they like and dislike and can use that to make a hospitality experience more relatable and enjoyable.
When you embrace change, you always see everything as an opportunity. You need to find a positive outlook and build that culture in your work and life.
Surround yourself with people who have the same view on change as you do. That way when you are going through change, they can help you get through it if you struggle.
Everything in a restaurant is designed to work together to create a memorable experience.
You want to celebrate the core foundational pieces of a hotel or restaurant when taking it over. You can update some things but it’s worth keeping some core things the same.
Quote of the Show:
2:54 “One of my grandmothers on one side of my family [I'm one of eight grandchildren] didn't have a big enough dining table for eight children and the parents that came with them. So she had this rug and we would literally, I'm not kidding, sit around that rug. We would go serve ourselves lunch and sit on the floor. Cross-legged on that rug. And I think to myself, when I think about that, I think about how it brought a group of people together, it always brought us back together.
So I sort of see it like a metaphor for hospitality. It brings people together. It brings you together from all over. Sometimes you know the people, sometimes you don't. But it literally is this gathering spot.”
Hospitality is a Feeling - Damon Lawrence - Episode # 024
00:59:04
The hospitality industry is incredibly diverse as a whole, but not when it comes to the higher up positions. That’s what today’s guest wants to change for the better. Damon Lawrence, the Co-Founder of Homage Hospitality, is working with Howard University to create an outstanding hospitality program at his alma mater, Howard University. Listen to this week’s episode as he shares #hospitality insights with Dan Ryan today!
Takeaways:
There is a labor shortage in the hospitality industry because it’s not an employee centric industry. Employees work long hours and went from seeing no one in a pandemic to being face to face with guests again.
Hospitality is a feeling you give to your guests. Whether they are in your hotel, restaurant or even your home, it is all about how you treat the guests and put them in a position to succeed.
It’s important to have conversations regarding race in the country. To make a positive change in the world, it starts with what might be an uncomfortable conversation for most.
There needs to be more African American hotel owners and developers. To help achieve this, Damon is working on building up the hospitality program at Howard University.
The hospitality industry is very diverse as a whole, but most of the diversity is sitting at the very bottom. The low entry, hourly jobs are the most diverse, and the further you go up the more the diversity dwindles.
If people listen, take notice, and then take action that could cure a lot of ills in the hospitality industry. This could also benefit society at large.
Quote of the Show:
7:58 “Hospitality really is a feeling. What I've always noticed,whether it's traveling or I'll be working in this space, is how do you make somebody feel when they enter into your space or a space that you have dominion over?
Just because you are a hospitality brand doesn't mean that you wouldn't exude or create a hospitable experience. So hospitality really is how you make people feel. Whether they're dining at your restaurant or dining at your home. Like I said before, understanding what everyone goes through and making sure that you can put people in the best position to succeed, creates that hospitality experience that you want to provide to your consumers.”
Learning From the Team - Oswaldo Barrios - Episode # 081
00:59:54
Today’s guest is a hospitality guru. He’s an innovative industry leader who is an architect by training as well as a raving fan of interior design. Oswaldo Barrios is the Senior Director of Design & Project Management Luxury Brands at Marriott International. After getting a degree in Architecture in Venezuela, he started from the bottom and worked his way to a very important role at Marriott. Oswaldo joins the host Dan Ryan to share more about his journey through hospitality and how he sees this industry through his eyes.
Takeaways:
When it comes to the hospitality industry, it’s ok to question why things are done in a certain way. This can lead to a new emergence of ideas or help to create a beautiful space.
Hospitality is a combination of multiple different senses, ranging from how you feel about something and the experience that you are getting out of a space, to how the space feels and smells. It’s a very carefully done process to bring out the best in any space.
Putting together a memorable space and experience is almost like being on a stage. You want to make sure that all the pieces are in the right spaces and that everyone is doing their part to make it run smoothly.
There is a certain level of detail that goes into hospitality that overlaps with architecture as well. These two aspects can be combined to help create a memorable experience in a space that evokes an emotional response.
It’s important for everybody to know their role in a design project and to protect that role because if you don’t then you can end up with a mishmash of ideas and the piece won’t be as creative or strong.
The hardest part of any design project is getting the teams and donors to understand the non-public areas that you need to serve as a product.
When it comes to working on a hotel, you develop a really strong relationship with everyone who was a part of the project.
Quote of the Show:
"Hospitality is a combination between what you feel and the experience that you get into the space." - Oswaldo Barrios
Growing the Community - Nina Grondin - Episode # 020
00:54:22
Creating a welcoming environment in a hotel or bar is a purposeful endeavor. Nina Grondin, Founder and Partner of Curioso, has created a collective where people such as architects, artists, interior designs and more work together to create meaningful experiences through design. Listen to this week’s episode as she shares #hospitality insights with Dan Ryan today!
Takeaways:
Hospitality isn’t confined to just hotels and bars. It covers a wide range of topics. The basis of hospitality is one person attending to the needs of another.
As humans we crave love and attention. It’s important in hospitality to feed those human needs and make sure the guest feels comfortable and seen.
In hospitality, you are offering a service but more importantly you are anticipating someone’s needs. This creates deep connections with the guests.
It’s important to listen to the community where you plan to put hotels or a hospitality business. Those in the community can tell you what they want and what they think would fit in.
To create change, it’s important to start with having a conversation about how to be more inclusive. This applies to more than just hospitality, but all industries.
Don’t lose sight of what drives you and gets you motivated throughout the day. We all get so busy in our daily lives but it’s important to keep your motivation and your passion alive.
Quote of the Show:
1:50 “When I think about hospitality, it's really one person attending to the needs of another person, but doing it with thoughtful intention and doing it in a way that makes them feel welcome. It makes them feel appreciated. It makes them feel seen. And it's really about that human connection. And so it's not really defined or confined to hotels and restaurants and bars, but really at any place where humans reside. And I think that ability to really make one another feel good and feel appreciated, that's what hospitality is all about.”
Delivering Way Above Expectations - Scott Lee - Episode # 095
00:52:40
Today’s guest is an entrepreneur and opportunist at heart. With over 30 years of experience in the hospitality industry, he has discovered his favorite part is “wowing” his clients. Please welcome to the show, Scott Lee! Scott is the President and Principal at SB Architects. Scott joins the host Dan Ryan to share his experiences from working on the architecture of a prison to where he is now.
Takeaways:
Hospitality at its core is about truly experiencing the place you are staying at. Whether it’s going away on vacation or visiting a familiar place, a great hospitality experience is defined by coming home and sharing stories of what you experienced while away.
When you are looking to add people to your design firm, you want to strike the balance of getting like minded individuals as well as getting people that will help push the envelope in a positive way.
Hiring people that are a cultural fit for your firm is a key component of doing interviews. If they aren’t a cultural fit, then don’t waste time looking at their drawings or design ideas as it will never work out right.
One way to keep employees motivated and committed to your company is to sell them a piece of the company. This way they behave like owners and take more responsibility and they will feel a sense of ownership and pride as the company grows.
New ideas can come from anybody at a company. There is no such thing as bad ideas so it’s a good idea to make your company feel like it’s an open environment where everyone is allowed to speak up and share ideas.
Some people consider luxury to be crown moldings or marble on marble or other extravagant trappings, but there is more of a shift over to focusing on the quality of the luxury you are receiving rather than the quantity of it.
Scott’s biggest advice to his younger self is to take risks and don’t be afraid to try something new. If you are waiting for that perfect time it might never come and life will pass you by, so jump in and take a chance.
Quote of the Show:
2:22 “I think hospitality is going to a place and experiencing the place.”
Getting Over the Speed Bump - Geoffrey Cramer - Episode # 076
00:57:12
Today’s guest has worked on big and small projects, from multimillion-dollar resorts to small home renovations and everything in between. Geoffrey Cramer is the Partner at Murphy Cramer Design. Geoffrey is passionate about creating distinctive architecture and interiors for private and corporate clients. He joins the host Dan Ryan to share his journey through hospitality and what it all means to him.
Takeaways:
At the end of the day, you have to be willing to take a chance on yourself and know that you will find the solution to whatever problem you face.
Don’t be in a place where you think you have the answer to a conversation. Build up the courage to ask a question and don’t be afraid to hear the answer.
It’s better to take your time on a design project and push the deadline out further to show something beautiful rather than force everyone to meet tight deadlines and turn in an average-looking design.
The work that is done on a project is just as important as the content. You always want to put all your effort into every design project and make it a welcoming space.
When it comes to hospitality, it is all about providing strangers and guests with a sense of comfort and a warm, friendly, and welcoming environment.
You want to slowly shift your focus as new opportunities arise. This will allow you to be more adept in different areas and hone new skills.
In the hospitality industry, you want to try and predict your guest's needs ahead of time and anticipate what they might want in a certain situation and have that ready for them.
Quote of the Show:
19:05 “Really it's being or providing strangers or guests, kind of this comfortable, warm, friendly, welcoming sort of experience.”
Inclusivity; The Backbone of Hospitality - Kraig Kalashian - Episode # 018
01:13:31
Kraig Kalashian is the owner of KKAD, Pocono Modern, and Westmore Hotels and Restaurants, which includes Pren Kitchen. After spending years playing in a band, Kraig realized he has a passion for solving problems and he discovered the best way to do that is through architecture, food and music. He’s here to give a unique perspective on hospitality through a different lens. Listen to this week’s episode as he shares #hospitality insights with Dan Ryan today!
Takeaways:
Architecture isn’t about how to make money, but rather how to solve problems. It’s all about finding ways to fit everything you can imagine into a given space.
Hospitality is a feeling you get when you are taken care of. It’s knowing that somebody is devoting 100% of their time and attention to you and making sure all your needs are met.
Today, travel and dining out are not the luxuries they were once considered to be, but that doesn’t mean you don’t need to do it well.
Kaizen is the Japanese word for making small, incremental improvements over a period of time.
Acknowledging that a mistake has been made is something that is very important when it comes to life and business.
It’s important to listen to the staff and hear what their opinions are. They might have a great idea on where to better locate certain things to make their life easier (ie, making sure each floor has a linen closet).
The Einstein approach is working on ideas for a long period of time, but sometimes the answer to each one arrives at the same time, making it seem like it was all done at once.
Everybody gets the same 168 hours during the week. After sleeping and working, we are left with 50 hours of freetime. How you carve out that freetime is up to you, but you can use it to master your craft.
The backbone of hospitality is inclusivity. People from all walks of life are part of hospitality so finding ways to include them and making them feel wanted is the essence of the industry.
Quote of the Show:
3:37 “Hospitality is a feeling, it's the feeling like somebody is taking care of you. It's the feeling like somebody sees who you are and what you need and, and gives you that. For me, the best way that I could define it is just this feeling I used to get from going to my grandmother's house when I was a kid.
So if you asked what's hospitality, I would say it's, it's the way my grandmother treated me. Like when I was a kid, like when I would go to my grandmother's house, like she would just basically give me a hundred percent of her time and attention while I was there. She would always have things that were special for me.
It was really like this feeling of being treated in the best way, like you would imagine royalty gets treated and somebody stopping, whatever they're doing to just make you feel at home or accommodated or, you know, just pay attention to what you need. And so I think that for me, the idea of hospitality is just thinking about other people and how to, and how to make them feel seen and how to make them feel taken care of.”
Hospitality Across the Globe - Shaun de Vries - Episode # 047
00:57:12
Shaun de Vries is the Founder and Director at Open Pantry Consulting as well as the co-founder and host of the long running and very popular Principle of Hospitality podcast. He sits down with host Dan Ryan to talk about what #hospitality is like in Australia and his journey working in this beautiful industry.
Takeaways:
North America has always been a figurehead of the best level of hospitality around the entire world.
Hospitality is a collection of moments. These are all very special moments to the people who are involved and people in the industry are honored to share these moments.
Depending on what your brand is, it might be more beneficial to start in a suburban area and then expand into cities to test if that is a viable market.
The hospitality industry was hit hard during the pandemic, especially in Australia. They recorded the world’s longest lockdown period.
In hospitality you teach service, empathy and how to walk in someone else’s shoes to better understand where they are coming from.
It’s a challenge to hire people right now so you want to make sure when you bring a new person on board, the first six weeks are positive and exciting.
You want to learn and listen from those around you. People you surround yourself with have a great depth of knowledge you should take advantage of.
Quote of the Show:
9:05 “I think like anything in hospitality is a collection of moments. We're fortunate in the hospitality industry, the fact that we get to share some of the most important moments in people's lives. And that might be a surprise engagement, there might be a birthday, there might be some other form of celebration. It might be a first date, it might be a wedding, all these different things that people trust us with is really, really important when you think about it as a hospitality professional.”
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