Defining Hospitality

What happens when brand becomes more than a logo and turns into a decision-making framework for every part of hospitality?In this episode, Dan Ryan sits down with Matt Ferebee, co-founder and Chief Creative Officer of FerebeeLane, to explore how powerful brand strategy shapes luxury hospitality experiences from the inside out. Drawing on his work with properties like Blackberry Farm and global brands like The Ritz-Carlton, Matt shares how authentic care, storytelling, and culture-building drive excellence across teams and guest touchpoints.They unpack what it means to truly live your story, how to operationalize brand values so they guide every decision, and why human connection remains irreplaceable in a tech-driven world. From empowering staff to embody a brand’s “North Star” to handling mistakes with grace, this conversation reveals how thoughtful branding becomes the heartbeat of extraordinary hospitality.Takeaways: Branding becomes most powerful when it’s used as a framework for decision-making, not just a visual identity. When a brand’s purpose and values are clear, they guide everyone toward a unified guest experience.True hospitality is about genuine care and attention to others, not just providing services. The best experiences are built on human warmth, empathy, and small, thoughtful gestures that make guests feel truly welcomed.A lasting culture of excellence depends on communication, empowerment, and a shared commitment to improvement. The strongest brands don’t simply tell stories, they live them. Every design choice, service moment, and guest interaction becomes an opportunity to bring the brand’s story to life in an authentic way.Technology can enhance efficiency, but it should never replace the human touch that defines true hospitality. Balancing innovation with the timeless power of real human connection is the future.Quote of the Show: “Genuine hospitality is the saving grace in the midst of things going wrong.” - Matt FerebeeLinks:Matt’s LinkedIn: https://www.linkedin.com/in/matt-ferebee-2287566/  FerebeeLane’s Company website: https://www.ferebeelane.com/  FerebeeLane’s Instagram: https://www.instagram.com/ferebeelane/ Shout Outs:5:41 - Blackberry Farms https://www.blackberryfarm.com/ 12:29 - Biltmore House https://www.biltmore.com/ 12:31 -  Shelburn Farms https://shelburnefarms.org/ 24:11 - The Barn at Blackberry Farm https://www.blackberryfarm.com/wine-food/restaurants/the-barn 28:35 - Marvel Architecture https://marveldesigns.com/ 34:48 - The Ritz Carlton https://www.ritzcarlton.com/ 35:04 - The Ritz Carlton Bacara https://www.ritzcarlton.com/en/hotels/sbarz-the-ritz-carlton-bacara-santa-barbara/overview/ 37:27 - The Ritz-Carlton O‘ahu, Turtle Bay https://www.turtlebayresort.com/ 53:01 - JW Marriott https://www.marriott.com/default.mi 54:03 - St. Regis Hotel https://st-regis.marriott.com/ 54:52 - Grand Bohemian Hotels https://www.kesslercollection.com/our-hotels/ 55:13 - The Pig Hotel https://www.thepighotel.com/ 55:45 - La Creuset https://www.lecreuset.com/ 57:06 - Thermador https://www.thermador.com/us/ 57:22 - Lotus Kitchen Appliances https://lotuscooking.com/ 57:39 - Stitch Golf https://stitchgolf.com/ 59:08 - Disney https://www.disney.com/ 59:12 - Star Wars https://www.starwars.com/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does authentic, people-centered hospitality look like?In this episode, Dan Ryan talks with Margot Stern, hospitality entrepreneur and founder of Avenida Baja and The Hopewell, about her journey from global marketing at Mattel to building boutique hotels rooted in community and belonging. They explore how authenticity, storytelling, and resilience shape successful hospitality ventures and what it takes to raise capital, navigate local politics, and lead with empathy in a traditionally male-dominated industry.Margot defines hospitality as creating a true sense of welcome, shares candid insights from her path as a female founder, and reveals how transparency, vision, and community engagement can turn challenges into opportunities for growth.Takeaways: True hospitality starts with creating a genuine sense of belonging, when people feel truly seen and valued, everything else follows.Embrace career pivots and unexpected opportunities as pathways to growth; every experience can build skills that serve future ventures.Use storytelling and clear visuals to communicate your vision; numbers matter, but emotional connection inspires belief and investment.Engage openly with communities and stakeholders early in any project; transparency builds trust and helps turn resistance into collaboration.Choose investors, partners, and mentors who align with your values and vision, mutual respect is the foundation of sustainable success.Innovate in how you raise funds and share your story; modern tools like crowdfunding and digital platforms can help you reach new, supportive audiences.Quote of the Show:“Sometimes things don't work out exactly the way you want and it can turn into something beautiful" - Margot SternLinks:LinkedIn: https://www.linkedin.com/in/margot-stern-67a0a97/  Company website: https://www.avenidabaja.com/ , https://www.the-hopewell.com/  Instagram: Personal: https://www.instagram.com/margot_stern/?hl=en  Avenida Baja: https://www.instagram.com/avenidabaja/?hl=en  The Hopewell: https://www.instagram.com/the_hopewell/# Shout Outs:1:10 - The Lauder Institute/The Wharton School https://lauder.wharton.upenn.edu/2:23 - University of Pennsylvania https://www.upenn.edu/ 13:35 - Independent Lodging Congress https://ilcongress.com/  33:15 - James Beard Awards https://www.jamesbeard.org/awards 34:37 - The Stockton Inn https://www.stocktoninn.com/ 37:20 - Philadelphia Magazine https://www.phillymag.com/ 49:07 - Death and Co. https://www.deathandcompany.com/ 49:15 - Crowdfunding https://www.crowdfunding.com/ 1:00:38 - Entrepreneurs Organization (EO) https://eonetwork.org/?scLang=en 1:00:42 - Young Presidents’ Organization (YPO) https://www.ypo.org/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does carbon-positive hospitality look like? In this episode, Dan Ryan talks with Jon Buerge, CEO of Urban Villages, about Populus, the world’s first carbon-positive hotel, and how sustainability is reshaping hospitality from the ground up. They explore how design, materials, and mindset can transform guest experiences, strengthen brand loyalty, and create long-term business value.Jon shares the story behind Populus and the vision driving Urban Villages’ sustainable developments. He defines hospitality as a selfless pursuit of extraordinary experiences and explains why true hospitality must include care for the planet. From innovative building materials like fly ash concrete to transparent, guest-facing sustainability efforts, Jon and Dan discuss how Populus is redefining what it means to host with purpose.Takeaways:True hospitality is rooted in empathy and selfless guest care, with sustainability at its core.Populus Hotel was designed to leave the planet better than it was found through carbon-positive innovation.Sustainability enhances business performance by lowering costs and increasing guest loyalty.The hospitality industry must evolve beyond rigid policies to embrace flexible, holistic sustainability solutions.Investors are increasingly prioritizing sustainable projects that align with long-term environmental goals.Consumer demand, especially among younger generations, is driving the industry toward greener practices.Quote of the Show:“Hospitality is the kind of unwavering and selfless pursuit of an extraordinary experience for a guest” - Jon BuergeLinks:LinkedIn: https://www.linkedin.com/in/jon-buerge-95229118/  Company website: https://urban-villages.com/  Populus Denver: https://populusdenver.com/ Populus Seattle: https://populusseattle.com/ Instagram: https://www.instagram.com/urban.villages/ Shout Outs:9:25 - Populus Hotel https://populusdenver.com/ 15:16 - McKinsey Study https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/talk-is-cheap-how-much-will-consumers-really-pay-for-green-products 15:27 - Bookings.com study https://news.booking.com/bookingcoms-2025-research-reveals-growing-traveler-awareness-of-tourism-impact-on-communities-both-at-home-and-abroad/ 16:35 - Patagonia https://www.patagonia.com/home/ 18:45 - Denver Office of Climate Change https://denvergov.org/Government/Agencies-Departments-Offices/Agencies-Departments-Offices-Directory/Climate-Action-Sustainability-and-Resiliency 23:33 - Aparium https://www.aparium.com/ 28:18 - Lead Certification https://www.epa.gov/lead/getcertified 29:05 - Metropolis Magazine https://metropolismag.com/ 32:15 - Mind Click https://www.mindclick.com/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Can structure and systems actually make hospitality feel more human?Yann de Rochefort, founder of Boqueria Restaurants, has spent the last 20 years redefining what modern hospitality feels like. From a single tapas bar in Manhattan to beloved locations across the U.S., Yann has built a restaurant brand rooted in warmth, culture, and design, all while keeping the experience consistent and deeply human. Yann shares how structure creates freedom, why culture matters more than any single person, and how intentional design can make every guest feel at home the moment they walk in. He also opens up about scaling Boqueria through stormy seas, building resilient teams, and leading with purpose in one of the toughest industries around.Takeaways: Build strong habits and systems in your work or business. This structure provides the freedom to improvise and be creative when needed.Prioritize genuine human connection over transactional interactions. Listen, observe, and tailor your approach to each individual’s needs.People may come and go, but a strong, clearly defined culture anchored in real values, beliefs, and rituals will sustain and grow your organization.Don’t just put values on a wall. Integrate them into daily language, feedback, and rituals so they become part of your team’s identity and decision-making.When expanding or collaborating, ensure alignment in values, energy, and target audience. Don’t compromise on what makes your brand unique.The hospitality industry offers steep career paths for those willing to learn and work hard. Invest in training and provide opportunities for advancement.Sometimes the simplest products (like dates wrapped in bacon) become customer favorites. Don’t overlook the power of doing simple things exceptionally well.Quote of the Show:“What distinguishes hospitality from a transaction is the human connection.” - Yann de RochefortLinks:LinkedIn: https://www.linkedin.com/in/yann-de-rochefort-1050771/ Website: https://boqueriarestaurant.com/ Book Link: https://a.co/d/5LmLh57 Shout Outs:1:07 - James Beard Foundation https://www.jamesbeard.org/ 2:05 - AC Hotels https://ac-hotels.marriott.com/ 2:24 - Schnippers https://www.schnippers.com/location/schnippers-times-square/ 3:12 - Dave Trost https://davetrostdesign.com/ 5:30 - Ethan Gabany https://www.linkedin.com/in/egabany/ 5:37 - Hyatt https://www.hyatt.com/loyalty/en-US 5:55 - Bon Appetit Magazine https://www.bonappetit.com/ 5:58 - Houston/Hillstone’s https://www.houstons.com/ 13:56 - Meyer Davis https://www.meyerdavis.com/ 18:11 - Will Meyer https://www.linkedin.com/in/will-meyer-7685677/ 22:45 - Mike Tyson https://en.wikipedia.org/wiki/Mike_Tyson 26:15 - Ritz Carlton https://www.ritzcarlton.com/ 28:38 - Mark Green https://www.linkedin.com/in/coachmarkgreen/ 36:48 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 36:53 - Moxy https://moxy-hotels.marriott.com/ 36:57 - W Hotels https://w-hotels.marriott.com/ 43:02 - Entrepreneurs’ Organization https://eonetwork.org/ 45:52 - Setting the Table https://a.co/d/fvTjMA9 45:54 - Danny Meyer https://www.ushg.com/team/danny-meyer 45:58 - Union Square Cafe https://www.unionsquarecafe.com/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What makes hospitality design truly memorable?Today, Dan is joined by James Lee, Hospitality Managing Director and Design Principal at IA Interior Architects. James discusses the blurring lines between architecture and interior design in the context of hospitality, emphasizing the emotional impact of interior spaces. They explore the unique focus of IA on creating immersive and memorable experiences through design. James shares insights on the importance of understanding local culture for international projects, the role of social media in contemporary design research, and the significance of budget considerations in executing successful hospitality projects. Additionally, the conversation highlights the team's innovative approach, exemplified by their radical innovation project, 'The Passage,' aimed at repurposing abandoned railway lines into sustainable hotel destinations. James discusses the collaborative efforts within IA and emphasizes nurturing young talent to drive creative and impactful design solutions.Takeaways: Blur the lines between architecture and interiors to create seamless, holistic hospitality experiences that connect with both the mind and the heart.Lead with storytelling in your design process. A powerful narrative makes spaces resonate emotionally and ensures people remember the moments they experience there.Involve local culture and community in your projects by researching social media, visiting neighborhoods, and identifying authentic “sense of place” elements to celebrate.Engage trusted partners early (lighting, FF&E, or case goods specialists) to ground your creative vision in realistic budgets and avoid costly redesign cycles.Dedicate a portion of time each week to innovation. Even two hours of “white space” thinking can spark ideas that transform projects and strengthen team collaboration.Mentor younger designers by channeling their raw creativity into workable solutions, blending fresh energy with experienced guidance to push design forward.Treat sustainability as both a design principle and a responsibility. Look for ways to repurpose structures, reduce waste, and give back to the community through your projects.Quote of the Show:“ Let's not try to hit the brain, let’s try to hit the heart.  Let the story really relate to what we wanna say, not just literally, but emotionally.” - James LeeLinks:LinkedIn: https://www.linkedin.com/in/james-lee-6430ab71/ Website: https://interiorarchitects.com/ Radical Innovation Voting Form: https://form.typeform.com/to/BoqOp3CR?typeform-source=www.radicalinnovation.io Shout Outs:1:30 - Four Seasons https://www.fourseasons.com/ 1:31 - Ritz-Carlton https://www.ritzcarlton.com/ 1:32 - Marriott International https://www.marriott.com/default.mi 12:33 - Incline Village https://en.wikipedia.org/wiki/Incline_Village,_Nevada 17:38 - Radical Innovations https://www.radicalinnovation.io/ 18:03 - The Passage https://vimeo.com/1117799335?fl=pl&fe=vl 41:25 - Veronica Givone https://www.linkedin.com/in/veronica-givone-1234bba/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What happens when luxury design meets the wild?Award-winning designer, Graeme Labe, Managing Partner and Chief Design Officer at Luxury Frontiers, shares how he’s redefining hospitality by crafting experiences that connect people deeply to nature, while championing sustainability and community. Graeme shares his journey from traditional hospitality design to founding Luxury Frontiers, which focuses on creating unique, luxurious experiences in remote locations. The conversation covers topics such as the importance of experiential hospitality, the challenges of working in remote environments, and the role of sustainability and community engagement in their projects. Graeme also discusses the innovation culture within his team, their participation in the Radical Innovation Award, and the significance of site-specific design.Takeaways: Focus on creating unique, immersive experiences that connect guests to their environment, rather than just providing traditional luxury.Design experiences that gently push guests out of their comfort zones, allowing them to grow while still feeling safe and cared for.Integrate sustainability into every aspect of your projects: from site selection and building materials to community engagement and ongoing operations.Foster a culture of innovation within your team. Set up internal labs or competitions to encourage experimentation with new materials and ideas.Use natural materials and let the surrounding environment take center stage in your designs. Break down barriers between indoors and outdoors to enhance biophilic experiences.Thoughtfully integrate technology to improve comfort and accessibility, but also create opportunities for guests to disconnect and fully immerse themselves in the experience.Treat logistical, regulatory, and environmental constraints as opportunities to innovate and improve your designs.Quote of the Show:“ It’s those moments that take you out of your comfort zone, when you’re truly immersed in a place, that change your life. That’s the kind of experience we try to design for.” - Graeme LabeLinks:LinkedIn: https://www.linkedin.com/in/graeme-labe-a0332b19/ Website: https://www.luxury-frontiers.com/ Instagram: https://www.instagram.com/luxury_frontiers/ Shout Outs:1:16 - Radical Innovation https://www.radicalinnovation.io/ 1:53 - AHEAD Awards https://www.aheadawards.com/ 5:26 - The Lion King https://en.wikipedia.org/wiki/The_Lion_King 7:08 - Orient Express Hotels https://www.orient-express.com/hotels 9:47 - Volkswagen https://www.vw.com/en.html 9:48 - Coleman https://www.coleman.com/ 22:16 - Luca Franco https://www.linkedin.com/in/luca-franco-5507b311/ 28:18 - Blue Sky Award https://www.blueskyawards.com/en/ 30:41 - Anomien Smith https://www.linkedin.com/in/anomien-smith-73917715/ 35:02 - The Crown https://en.wikipedia.org/wiki/The_Crown_(TV_series) 35:05 - King George https://en.wikipedia.org/wiki/George_III 35:09 - Queen Elizabeth https://en.wikipedia.org/wiki/Elizabeth_II 41:34 - Hirsch Bedner https://hba.com/ 41:45 - Michael Bedner https://hba.com/legacy/ 50:59 - Six Senses https://www.sixsenses.com/en/ 51:04 - Ritz Carlton https://www.ritzcarlton.com/ 51:06 - Marriott https://www.marriott.com/default.mi 51:07 - Four Seasons https://www.fourseasons.com/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does it take to lead a hotel company through constant headwinds while still inspiring teams and delivering exceptional guest experiences?Today Dan interviews Scott Roby, President of Pacifica Hotels, to explore the state of the hospitality industry. They discuss the importance of focusing on controllable aspects of business, such as team and guest care, amid economic headwinds and legislative challenges in California. Scott shares insights on Pacifica's strategy of balancing ownership and third-party management, the value of maintaining a strong company culture, and the critical role of technology in the industry. The conversation also touches upon the future prospects and financial strategies for 2026 and beyond, emphasizing a meticulous approach to cost management and team accountability.Takeaways: Encourage team members to share where they’re stuck or what could make their jobs better. Leaders should model vulnerability and ask focused questions like, “What’s one thing I can do to make your job easier?”Embrace technology and AI to streamline operations and enhance guest experiences. Use tech to remove rote tasks, freeing up staff for more meaningful guest interactions.When working with third-party owners or management partners, ensure alignment in values and culture. Have honest conversations early to avoid misfits that can erode company culture.Monitor both macro and micro trends in your market. Be prepared to pivot operations, staffing, and capital allocation as needed to respond to changing conditions.Build a culture of accountability. Be direct, give open feedback, and focus on solutions. Transparency with owners and team members builds trust and drives better results.Offer opportunities for team members to advance within your organization, which helps with retention and creates a stronger, more flexible workforce.At its core, hospitality is about making people feel safe, seen, and heard. Whether with guests or team members, focus on building relationships and delivering care.Quote of the Show:“A hotel management company is its people. The quality of the company is first and foremost about the people that they have on their team and how they're leading and inspiring the hotel teams.” - Scott RobyLinks:LinkedIn: https://www.linkedin.com/in/scottroby/ Website: https://www.pacificahotels.com/ Shout Outs:1:04 - Storyteller Hospitality https://storytellerhospitality.com/ 1:08 - Evolution Hospitality https://www.evolutionhospitality.com/ 2:52 - Independent Lodging Conference https://ilcongress.com/ 15:51 - The Serenity Prayer https://www.praywithme.com/serenity-prayer.html 17:27 - Tapestry Hotels https://www.hilton.com/en/brands/tapestry-collection/ 17:28 - Hilton https://www.hilton.com/en/ 20:01 - World Cup https://www.fifa.com/en/tournaments/mens/worldcup/canadamexicousa2026 55:00 - Smith Travel https://smith.travel/ 55:01 - Hotel Data Conference https://www.hoteldataconference.com/event/89ca421c-aff8-4d2b-a772-c71c8d0bf627/home 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Is EQ more important than IQ when it comes to hospitality?Today, Manish Puri, General Manager of the Regent Hotels and Resorts Bali, joins Dan to dive into key topics in the industry, such as sustainability, community, and leadership. They discuss the essence of hospitality, differentiating it from mere service, and delve into the concept of regenerative hospitality and sustainability. Manish shares insights from his career at prestigious hotel brands like Oberoi, Burj Al Arab, Six Senses, and Regent Bali. They explore how sustainability initiatives can transform the industry, turning cost centers into investment centers, and the importance of heartfelt service. The conversation also covers the challenges of opening and managing new hotels and the impact of leadership and open-heartedness in inspiring younger generations in the hospitality industry.Takeaways: Embrace regenerative practices by viewing waste as an opportunity to create value, turning sustainability efforts into investments rather than costs.Lead by example and integrity. Your actions are always being observed, so inspire others by consistently doing the right thing, even when no one is watching.Pay attention to the small details in your work. Excellence is built on thousands of thoughtful, consistent actions rather than a single grand gesture.Foster a culture of genuine care and positivity. Small acts of kindness and authentic smiles can create a powerful ripple effect throughout your organization.Design guest programs that encourage visitors to give back to the local community, such as volunteering or sharing their expertise, creating a positive impact beyond their stay.Treat sustainability initiatives as opportunities for investment and growth, not just as expenses. Find ways to turn environmental responsibility into tangible value.Quote of the Show:“ A luxury brand has to have that caring side of it. Caring for the environment, caring for all stakeholders, caring for the community. Without it, you are not a complete hotel.” - Manish PuriLinks:LinkedIn: https://www.linkedin.com/in/manish-puri-36241231/ Instagram: https://www.instagram.com/manpuri/ Website: https://www.ihg.com/regent/hotels/us/en/reservation Shout Outs:1:15 - Oberoi Hotels and Resorts https://www.oberoihotels.com/ 1:16 - Burj Al Arab https://www.jumeirah.com/en/Stay/Dubai/Burj-Al-Arab-Jumeirah 1:17 - Potato Head https://seminyak.potatohead.co/ 1:22 - Six Senses https://www.sixsenses.com/en/ 2:28 - IHG https://www.ihg.com/hotels/us/en/reservation 2:30 - Kimpton https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 2:33 - Intercontinental https://www.ihg.com/intercontinental/hotels/us/en/reservation 5:10 - Beverly Wilshire https://www.fourseasons.com/beverlywilshire/ 5:12 - Pretty Woman https://en.wikipedia.org/wiki/Pretty_Woman 5:48 - Four Seasons https://www.fourseasons.com/ 5:49 - Jim Brown https://www.linkedin.com/in/jim-brown-718240a/ 22:42 - TripAdvisor https://www.tripadvisor.com/ 28:45 - Tom Cruise https://en.wikipedia.org/wiki/Tom_Cruise 28:52 - Grand Hyatt https://www.hyatt.com/grand-hyatt/en-US 28: 53 - Kempinski Palace https://www.kempinski.com/en/palace-portoroz 29:02 - University of Oxford https://www.ox.ac.uk/ 29:02 - Cornell University https://www.cornell.edu/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What happens when a hotel developer moves from building Hampton Inns to creating lifestyle hotels with fire pits and Michelin-starred restaurants?Today’s guest is a returning guest, Stephen Wendell, Co-Founder and CEO of Mountain Shore Properties. They explore the shift from select-service properties to luxury and lifestyle hotels, examining the business dynamics and guest experiences that differentiate these segments. Steven shares insights on building independent lifestyle hotels, dealing with construction challenges, financing, and the pivotal role of major brands and creative freedom. They also discuss the evolving demands of younger travelers and the potential for lifestyle hotels to serve as cultural hubs. The conversation touches on financing strategies, the impact of current economic conditions, and the balance between guest experience and profitability.Takeaways: The most successful hospitality projects prioritize unique, memorable experiences for guests, which can lead to long-term loyalty and word-of-mouth growth.Each project is a learning opportunity. Apply lessons from past mistakes to improve future outcomes and avoid repeating errors.Consider a mix of select service and lifestyle/boutique properties to balance stability with higher-reward opportunities.Affiliation with major brands can make financing easier and provide valuable marketing/distribution support, but weigh the costs and benefits carefully.The best hotels become hubs for both guests and locals. Create spaces and experiences that attract both groups.Younger travelers value experiences over points. Offer unique, local collaborations and experiences to attract and retain this demographic.Hospitality is a long-term business. Set expectations with investors and partners accordingly, and operate with a long-term mindset.Quote of the Show:“Some people quit in the messy middle. We’ve pushed through, and now we know what to do and how to do it.” - Stephen WendellLinks:LinkedIn: https://www.linkedin.com/in/stephen-wendell-5417291a/ Website: https://mountainshoreproperties.com/ Shout Outs:1:18 - Philadelphia Eagles https://www.philadelphiaeagles.com/ 2:00 - Camptown https://mountainshoreproperties.com/project/camptown-leeds-ny/ 3:56 - Airbnb https://www.airbnb.com/ 4:14 - Hyatt https://www.hyatt.com/ 4:15 - Dream https://www.hyatt.com/dream-hotels 4:16 - The Standard https://www.hyatt.com/the-standard/en-US 4:17 - Bunkhouse https://www.hyatt.com/bunkhouse-hotels/en-US/explore 4:18 - Hilton https://www.hilton.com/en/ 4:19 - Graduate https://www.hilton.com/en/brands/graduate-hotels/ 4:22 - Nomad https://www.hilton.com/en/brands/nomad-hotels/ 4:23 - Marriott https://www.marriott.com/default.mi 5:09 - Courtyard https://courtyard.marriott.com/ 5:17 - Hotel Genevieve https://mountainshoreproperties.com/project/hotel-genevieve-louisville-ky/ 7:20 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 13:00 - Gary Vaynerchuk https://en.wikipedia.org/wiki/Gary_Vaynerchuk 13:50 - Steve Jobs https://en.wikipedia.org/wiki/Steve_Jobs 13:52 - Bill Gates https://en.wikipedia.org/wiki/Bill_Gates 13:53 - Jeff Bezos https://en.wikipedia.org/wiki/Jeff_Bezos 14:49 - James Beard https://en.wikipedia.org/wiki/James_Beard 17:18 - AC Hotels https://ac-hotels.marriott.com/ 18:07 - Independent Lodging Congress https://ilcongress.com/ 18:18 - Deutsche Bank https://www.db.com/ 18:20 - Bank of America https://www.bankofamerica.com/ 22:31 - Vanguard https://investor.vanguard.com/ 22:32 - John Bogle https://en.wikipedia.org/wiki/John_C._Bogle 23:09 - JDV https://www.hyatt.com/jdv-by-hyatt/en-US/explore 24:08 - IHG https://www.ihg.com/hotels/us/en/reservation 24:12 - Vignette https://www.ihg.com/vignettecollection/hotels/us/en/reservation 25:29 - Waldorf Astoria https://www.hilton.com/en/brands/waldorf-astoria/ 34:40 - Ritz Carlton https://www.ritzcarlton.com/ 45:57 - Jerome Powell https://en.wikipedia.org/wiki/Jerome_Powell 52:26 - Paul Volcker https://en.wikipedia.org/wiki/Paul_Volcker 54:59 - Costa Susana https://costasusana.com/en/ 56:20 - Hotel Saint Cecilia https://www.bunkhousehotels.com/hotel-saint-cecilia 56:47 - Regent Hotels https://www.ihg.com/regent/hotels/us/en/reservation 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/po...

“Design is subjective, but quality is objective.”Today, Spencer Levine, President of RAL Companies and Affiliates, joins Dan to dive into hospitality development. Spencer shares insights from his extensive career in architecture and landscape development. The conversation covers the importance of delivering tangible and thoughtful hospitality experiences, the significance of strategic partnerships, and the crucial role of creative problem-solving in the development process. Spencer also delves into his experiences during the 2008 financial crisis and how it shaped his company's approach to handling distressed projects. Additionally, he reflects on lessons from his father and the impact of company culture on successful project execution.Takeaways: Exceptional service can overcome shortcomings in physical spaces. Focus on delivering care and responsiveness to guests and clients.Approach challenges by seeking solutions, not dwelling on problems. Be proactive and creative, especially when facing constraints.Invest in relationships and develop a strong network, both internally and externally. Know who to call when you need expertise beyond your own.Strive for authenticity in design and experience. Make spaces and services reflect the unique character of their location and purpose.Take personal responsibility for your work and encourage accountability within your team. Share knowledge and support each other to achieve common goals.No task is beneath you. Be ready to do whatever it takes to deliver a project, from high-level strategy to hands-on work.Make decisions with intention and commit to them. Don’t get stuck in indecision. Pivot if needed, but move forward with conviction.Quote of the Show:“Design is not necessarily just beautiful, it's making a decision and forging ahead with it.” - Spencer LevineLinks:LinkedIn: https://www.linkedin.com/in/spencer-levine-665b1078/ Website: https://ralcompanies.com/ Shout Outs:0:45 - Mandarin Oriental Resorts and Residences https://ralcompanies.com/projects/mandarin-oriental/ 0:49 - Zero Irving https://ralcompanies.com/projects/14th-street/ 0:51 - Four Seasons Vail https://www.fourseasons.com/vail/ 0:54 - ULI New York https://newyork.uli.org/ 1:50 - Monty Python https://en.wikipedia.org/wiki/Monty_Python 10:31 - Horst Schulze https://horstschulze.com/ 13:13 - Robert Levine https://www.linkedin.com/in/robert-levine-65b60628/ 17:24 - Roan Steamboat https://www.steamboatsprings-realestate.com/roan/ 17:41 - The Madeline https://aubergeresorts.com/madeline/ 26:45 - Ironshore https://www.ironshorecayman.vip/ 28:22 - Hart Howerton https://www.harthowerton.com/ 28:32 - Meyer Davis https://www.meyerdavis.com/ 29:31 - Reda Amalou https://www.redaamalou.com/en/ 29:37 - Ocean House https://www.oceanhouseri.com/ 35:45 - Field of Dreams https://en.wikipedia.org/wiki/Field_of_Dreams 46:38 - Vincent Cangelosi https://www.linkedin.com/in/vincent-cangelosi-4053a23/ 47:24 - Steve Higgins https://www.canoehospitality.com/ 50:48 - Young President’s Organization https://www.ypo.org/ 58:31 - Cornell University https://www.cornell.edu/ 59:10 - Harvard University https://www.harvard.edu/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

The secret to a hotel's success isn’t just great design; it's what guests don't see.Harzali Hashim, Complex Director of Engineering at Kyo-ya Hotels and Resorts in Honolulu, joins Dan to discuss sustainability engineering within the hospitality industry. They discuss Harzali's extensive 20-year career in hotel and resort engineering, focusing on the importance of maintenance, design, and sustainability in creating memorable guest experiences. They explore the operational challenges of managing historic properties, the significance of green engineering, and the collaborative efforts across the industry to uphold high standards. The episode also touches on Harzali's leadership within the Hawaii Lodging and Tourism Association's Engineers Advisory Council and his proactive approach in mentoring and fostering sustainability initiatives.Takeaways: Focus on creating memorable experiences for guests, not just through amenities but also through attentive service and a welcoming environment.Regularly maintain both visible and behind-the-scenes infrastructure to ensure long-term property value and guest satisfaction.Implement sustainable practices, such as energy and water conservation, and educate both staff and guests on their importance.Build strong relationships with all stakeholders: designers, engineers, housekeeping, and ownership to ensure successful projects and renovations.Be willing to rethink traditional processes and adapt quickly to changing circumstances for more efficient project delivery.Maintain honest and open communication with all project stakeholders to reduce misunderstandings and accelerate progress.Engage in community service and industry events to strengthen local ties and contribute positively beyond your organization.Quote of the Show:“Sustainability has been part of me for a while. Being here in Hawaii, embracing the local community means being sustainable.” - Harzali HashimLinks:LinkedIn: https://www.linkedin.com/in/harzali-hashim-b6901540/ Website: https://www.kyoyahotelsandresorts.com/ Shout Outs:0:53 - Marriott https://www.marriott.com/default.mi 1:15 - Sheraton Waikiki https://www.kyoyahotelsandresorts.com/sheraton-waikiki/ 1:19 - Diamond Head https://dlnr.hawaii.gov/dsp/parks/oahu/diamond-head-state-monument/ 1:31 - Moana Surfrider https://www.kyoyahotelsandresorts.com/moana-surfrider/ 2:56 - The Royal https://www.kyoyahotelsandresorts.com/the-royal-hawaiian/ 3:00 - The Palace https://www.kyoyahotelsandresorts.com/the-palace-hotel/ 6:48 - Halekulani https://www.halekulani.com/ 8:23 - John Staub https://www.linkedin.com/in/jonathan-staub-a8486914/ 8:26 - Philpotts https://www.philpotts.net/ 10:55 - Starwood Hotels https://en.wikipedia.org/wiki/Starwood_Hotels_and_Resorts 11:28 - Disney https://www.disney.com/ 23:23 - Engineers Advisory Council https://www.hawaiilodging.org/engineers-advisory-council.html 23:27 - Hawaii Lodging and Tourism Association https://www.hawaiilodging.org/ 27:48 - Eileen Madigan https://www.linkedin.com/in/eileenamadiganasid/ 27:49 - Las Vegas Sands Corp https://www.sands.com/ 31:44 - Princess Kaiulani https://www.kyoyahotelsandresorts.com/princess-kaiulani/ 44:55 - Green Business Program https://greenbusiness.hawaii.gov/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does it take to manage 420 apartments and create a million memorable moments? On this episode, host Dan Ryan sits down with Sebastián Torres-Calderón, the CEO of Stay U-nique, an award-winning short-term rental company in Spain. Sebastián shares his journey from customer journey intern to CEO and reveals how implementing the Entrepreneurial Operating System (EOS) helped his company not only survive the chaos of COVID but quadruple in size. The conversation dives deep into how Stay U-nique uses data and technology to create a frictionless guest experience, the challenges of a rapidly evolving industry, and the political headwinds facing the short-term rental market. Sebastián offers a unique perspective on the debate between prohibition and regulation and provides a powerful case for why collaboration between the private and public sectors is the key to solving housing inventory issues.Takeaways: Track key metrics (KPIs) across all departments, not just leadership, to identify and address recurring issues. Use data to drive improvements in guest experience, operations, and communication.Use frameworks such as the Entrepreneurial Operating System (EOS) to set clear goals, break them into manageable projects (“rocks”), and review progress regularly. Involve the entire team in the process for maximum impact.Don’t be afraid to make mistakes, learn, and adapt. Regularly test new approaches, measure their impact, and iterate quickly. Use technology to streamline operations (e.g., remote locks, cleaning apps) and enhance the guest experience, but ensure it remains personal and responsive.Success takes time and consistent effort. Focus on long-term growth rather than immediate results.Empower every team member with ownership of projects and clear goals to drive company-wide improvement.Quote of the Show:“To take that time and make it something that they will remember forever, and get to do that every day, that's amazing.” - Sebastián Torres-CalderónLinks:LinkedIn: https://www.linkedin.com/in/sebasti%C3%A1n-torres-calderon-serkovic-310044121/ Website: https://www.stay-u-nique.com/en/ Shout Outs:0:53 - World Travel Awards https://www.worldtravelawards.com/ 10:46 - EOS https://www.eosworldwide.com/ 12:02 - Airbnb https://www.airbnb.com/ 13:43 - Traction https://amzn.to/4fEGOTZ 13:43 - Gino Wickman https://www.ginowickman.com/ 14:53 - Mitcham Rentals https://www.mitchamgrouprentals.com/ 16:23 - Enrique Alcántara https://www.linkedin.com/in/enrique-alc%C3%A1ntara-b9623b/ 24:28 - What the Heck is EOS? https://amzn.to/4fGGXGC 40:49 - Sonder https://www.sonder.com/ 40:56 - Marriott https://www.marriott.com/default.mi 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What does it mean to develop a host mindset?Today, Dan dives into the transformative principles of the 'host mindset' with Steve Fortunato, founder of roomforty and the Fig House. Steve shares his journey from a restaurateur and caterer to becoming an influential leadership facilitator, emphasizing the importance of making others feel valued. The conversation highlights the impact of hospitality in business, practical strategies to foster engagement, and the significance of personal growth and generosity-driven cultures. This episode is a deep exploration of how hospitality principles can enhance both personal and professional interactions, creating a kinder and collaborative environment.Takeaways: Approach every interaction, whether with clients, colleagues, or customers, with the intention to make others feel valued and cared for.Define a small set of practical, non-aspirational values that are deeply linked to your mission and vision. Integrate them into hiring, training, and daily operations.Seek out coaches, mentors, or peer groups who challenge you and help you grow. Stay open to learning and feedback.Give value first, without expecting immediate returns. Trust that value will come back to you through the virtuous cycle of generosity.Apply hospitality beyond the industry. Use these principles in any field or relationship.Even in gig-based or temporary workforces, make people feel important and included to inspire better performance and loyalty.Recognize that mastery is a journey, not a destination. Stay humble, coachable, and always strive to be better.Quote of the Show:“ I don't believe hospitality is an industry. I believe it's a virtue.” - Steve FortunatoLinks:LinkedIn: https://www.linkedin.com/in/steve-fortunato-3b990516/ Website: https://stevefortunato.com/ Book Link: https://amzn.to/45zaddw Shout Outs:0:38 - The Fig House https://www.fighousela.com/ 5:48 - Patina Group https://www.patinagroup.com/ 6:01 - Wolfgang Puck Catering https://wolfgangpuckcatering.com/ 14:49 - Bill Clinton https://en.wikipedia.org/wiki/Bill_Clinton 14:53 - Bob Hope https://en.wikipedia.org/wiki/Bob_Hope 24:39 - John F Kennedy https://en.wikipedia.org/wiki/John_F._Kennedy 43:44 - Toyota https://www.toyota.com/ 57:28 - DC Structures https://dcstructures.com/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

What is the power of providing unique experiences?Today, Dan chats with the Co-Founders of Reset Hotels, Ben Uyeda and Adam Wininger, about their unique hotel venture designed for the next generation of conscious travelers. Ben and Adam share insights from their journey in hospitality, emphasizing the importance of midweek group bookings for corporate and wellness retreats, and creating meaningful, immersive experiences in the vast, open spaces of Joshua Tree. The conversation explores the concept of 'reset' in hospitality, the value of modular construction in remote areas, and future visions including art installations, unique retreats, and potentially an interplanetary hotel. Join the conversation as they discuss how thoughtful design and unique experiences can transform simple stays into unforgettable journeys.Takeaways:Excellence in hospitality (and any field) comes from attention to detail and continuous improvement—strive to perfect the small things, not just the big vision.Make sure you’re intentional about the guest experience. Always consider how you want people to feel during and after their experience with you, whether in hospitality, business, or daily life.Prioritize midweek group and retreat bookings. They are a key driver of business success.Be willing to evolve your ideas and operations as you learn from real-world experience. The best concepts often emerge from adapting to changing circumstances.Move beyond generic spaces—offer unique, authentic moments (like outdoor activities, art installations, or surprise elements) that guests will remember and share.Design experiences that encourage genuine interaction, such as group hikes, yoga at sunset, or shared reading materials.Make it easy to deliver “magical” experiences by building thoughtful, repeatable systems (e.g., providing thank you cards and mailing them for guests).Quote of the Show: ”I've always thought of hospitality as the craft of the welcome.” - Ben Uyeda“ We fully intend to do all that. Just creating little moments of surprise for people out in the desert.” - Adam WiningerLinks:LinkedIn: https://www.linkedin.com/in/ben-uyeda-6927215/ LinkedIn: https://www.linkedin.com/in/adam-w1818654323333/ Website: https://www.stayreset.com/ Instagram: https://www.instagram.com/reset.hotel/ Shout Outs:1:16 - Entrepreneurs Organization https://eonetwork.org/ 2:48 - HD Vegas https://hdexpo.hospitalitydesign.com/ 8:24 - U2 https://en.wikipedia.org/wiki/U2 8:28 - Meadowlands Arena https://en.wikipedia.org/wiki/Meadowlands_Arena 9:32 - Hype Beast https://hypebeast.com/ 19:09 - Burning Man https://burningman.org/ 24:29 - W Hotels https://w-hotels.marriott.com/ 24:35 - SoulCycle https://www.soul-cycle.com/ 28:06 - Rick Rubin https://en.wikipedia.org/wiki/Rick_Rubin 29:30 - Jesse Itzler https://en.wikipedia.org/wiki/Jesse_Itzler 32:21 - Will Guidara https://en.wikipedia.org/wiki/Will_Guidara 33:24 - NoMad Library https://nomadlasvegas.mgmresorts.com/en/restaurants/nomad-library.html 35:27 - Eleven Madison Park https://www.elevenmadisonpark.com/ 38:22 - Storm King https://welcome.stormking.org/ 43:23 - Goose https://www.goosetheband.com/ 46:00 - Mass MoCA https://massmoca.org/ 46:26 - Pappy and Harriet’s https://pappyandharriets.com/ 48:12 - Post Ranch Inn https://postranchinn.com/ 48:21 - Chateau Marmont https://www.chateaumarmont.com/ 55:29 - YPO https://www.ypo.org/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

It’s not just about what you know or who you know, but who knows you. Today, Eileen Madigan, Senior Vice President of Global Interior Design at Las Vegas Sands Corp joins Defining Hospitality to discuss the power of networking and mentoring within the hospitality industry. With over 35 years of experience in luxury interior design, Eileen shares her journey from working at Four Seasons and Rosewood Hotels to leading significant projects in Asia for Sands. She discusses the importance of having a design philosophy, her experience with a life coach, and the intricacies of scaling luxury design for massive integrated resorts. Eileen highlights the importance of creating everlasting memories through thoughtful design, and offers valuable insights on career progression and the significance of internal and external partnerships in achieving design excellence.Takeaways: Take time in your career, ideally in your twenties, to understand and define what makes you unique. This clarity will help guide your professional journey and open up opportunities.Don’t wait until later in your career to work with a coach or mentor. Regularly seek outside perspectives to help you uncover your strengths, clarify your goals, and stay aligned with your purpose.It’s not just about what you know or who you know, but who knows you. Build genuine relationships and make your work and value visible to others in your industry.When leading projects or teams, assess and invest in the right people, establish clear processes, deliver quality products, and ensure profitability. All four fundamentals must be aligned for success.Whether designing spaces or leading teams, always consider the human experience. Details matter—focus on how people feel and interact with your work.Trust your instincts, appreciate the people and opportunities around you, and remember to enjoy the ride—even when it’s challenging.Quote of the Show:“At the end of the day, we’re creating everlasting memories.” - Eileen MadiganLinks:LinkedIn: https://www.linkedin.com/in/eileenamadiganasid/ Website: https://www.sands.com/ Shout Outs:0:40 - Leo A Daly https://leoadaly.com/ 0:41 - Rosewood Hotels and Resorts https://www.rosewoodhotels.com/en/default 0:43 - Four Seasons https://www.fourseasons.com/1:29 - Bruno Viterbo https://www.linkedin.com/in/bruno-viterbo/ 8:44 - Rob Goldstein https://investor.sands.com/governance/executive-management/default.aspx 8:45 - Patrick Dumont https://investor.sands.com/governance/board-of-directors/person-details/default.aspx?ItemId=9c208f5c-ee7e-4166-a224-99617ab747a415:44 - New World https://www.newworldmillenniumhotel.com/en/?utm_source=glopss&utm_medium=affiliate&utm_campaign=campaign 15:57 - Sonia Cheng https://en.wikipedia.org/wiki/Sonia_Cheng 16:12 - Hotel de Crillon https://www.rosewoodhotels.com/en/hotel-de-crillon 16:40 - Carl Lagerfield https://en.wikipedia.org/wiki/Karl_Lagerfeld 26:32 - Tom Pheasant https://www.thomaspheasant.com/ 26:36 - Turtle Creek https://www.turtlecreekcasino.com/ 35:13 - David Collins https://www.davidcollins.studio/ 37:31 - All Suites Tower https://www.sands.com/news/marina-bay-sands-multi-billion-dollar-expansion-enters-final-phase-of-design-enhancements/ 40:32 - Katherine Blaisdell https://www.linkedin.com/in/katherine-blaisdell-1103ab5/ 40:37 - Evan Burton https://www.linkedin.com/in/evanburton1/ 45:33 - HD Vegas https://hdexpo.hospitalitydesign.com/ 48:23 - Kevin Tyjer https://www.linkedin.com/in/kevin-tyjer-ncidq-a33778a/ 50:56 - Dallas Mavericks https://www.mavs.com/ 1:01:47 - Sivan O’Leary https://www.linkedin.com/in/siobhanholeary/ 1:01:49 - Aubergine Partners https://aubergine-partners.com/ 1:01:52 - Seven Levels of Energy https://amzn.to/41pCimh 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

How is adaptive reuse shaping the hospitality industry?Aimee Sanborn, Senior Vice President of Architecture at Premier joins Dan to dive into adaptive reuse. Aimee shares her passion for preserving history and discusses the challenges and rewards of transforming historic buildings into vibrant, functional spaces. From the streets of downtown Dallas to the lush landscapes of Key West, discover the intricate process and the meticulous attention to detail involved in preserving architectural heritage while breathing new life into old structures. This episode is a must-watch for architects, designers, and anyone interested in the intersection of history and modern hospitality.Takeaways: Embrace challenges and view constraints as opportunities to innovate. Adaptive reuse projects are known for their "gremlins" and challenges, but these major challenges can lead to an innovative, celebrated solutionAlways consider the end-user's experience first. In hospitality design, it's about making people feel connected to a place, its story, and a bespoke experience. creating designated lobbies and preventing cross-circulation between different uses, such as luxury condos and the public domain, to enhance the resident's experience.During economic downturns or challenging times, focus on maintaining quality, supporting your team, and staying optimistic. Despite the hospitality design world experiencing a recession with fewer projects since COVID-19, remaining true to yourself When working on historic buildings, focus on creating a narrative that connects people to the place and its past. This branding and storytelling can be carried throughout the project, from the hotel component to other uses within a vertically integrated mixed-use development.A key to successful adaptive reuse is "purposeful preservation," which involves celebrating a building's history and unique characteristics while thoughtfully adapting it for new uses. This includes bringing new life to spaces in a way that feels fresh and welcoming.Leverage historic tax credits, as they can be a significant financial driver for adaptive reuse projects.Quote of the Show:“When it comes to historic buildings, it’s about bringing new life to the spaces in a way that reflects their past, and makes them feel fresh and welcoming.” - Aimee SanbornLinks:LinkedIn: https://www.linkedin.com/in/aimee-sanborn-aia-ncarb-3b6b5944/ Website: https://www.premierpm.com/ Shout Outs:1:08 - Hector Sanchez https://www.linkedin.com/in/hector-a-sanchez-65799b7/ 6:34 - The National https://www.thenationaldallas.com/ 11:29 - Gail Nall https://www.linkedin.com/in/gale-nall-26ab1420/ 18:34 - Loucchese https://www.lucchese.com/ 18:36 - Chick-fil-A https://www.chick-fil-a.com/ 19:09 - Thompson Hotel Dallas https://www.thenationaldallas.com/thompson-hotel/ 19:30 - Monarch https://www.monarchrestaurants.com/about/ 19:58 - Renaissance Tower https://en.wikipedia.org/wiki/Renaissance_Tower_(Dallas) 21:09 - Ashford https://www.ashfordinc.com/ 21:39 - Braemar https://www.bhrreit.com/25:54 - Franklin Pinerua https://www.linkedin.com/in/franklin-pi%C3%B1er%C3%BAa-3a268092/ 25:57 - Johannes Michalsky https://www.linkedin.com/in/johannes-michalsky-80166b77/ 42:57 - Mel Brooks https://en.wikipedia.org/wiki/Mel_Brooks 43:56 - Texas Historic Commission https://thc.texas.gov/ 45:56 - La Pavillion New Orleans https://www.lepavillon.com/ 45:58 - Le Méridien Forth Worth https://www.marriott.com/en-us/hotels/dalwm-le-meridien-fort-worth-downtown/overview/ 48:41 - La Concha Key West https://www.laconchakeywest.com/ 49:20 - Ernest Hemingway https://en.wikipedia.org/wiki/Ernest_Hemingway 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Ever wondered how a space can make you feel genuinely cared for? Bruno Viterbo, Vice President of Design at Irvine Company, shares his profound insights into 'the sense of being known' and how it transforms hospitality design at every scale. Bruno shares his extensive experience in the design and real estate industries, including insights from his previous roles at Champalimaud Design and Las Vegas Sands Corp. He reflects on the unique lessons learned from industry legends and how these insights have shaped his approach to creating extraordinary spaces. The episode highlights the significance of partnerships, the role of conviction in leadership, and the challenges and creativity involved in working within regulatory constraints.Takeaways: Taking a moment to genuinely connect with people around you can provide opportunities for deeper understanding and relationships. Make an effort to be attentive and engaged in your interactions.Maintaining a sense of curiosity about other cultures, experiences, and professions can greatly enhance your perspective and creativity. Don’t hesitate to dig deeper and ask questions about the hows and whys of different practices.Cultivating long-term relationships with colleagues, clients, vendors, and mentors can significantly enhance your professional journey. Trust and mutual respect are foundational to successful collaborations.Embrace challenges and view constraints as opportunities to innovate. Regulatory and environmental constraints can inspire new levels of creativity and problem-solving.Always consider the end-user's experience first. This mindset can guide decisions in design, customer service, and overall environment creation, ensuring a more meaningful impact.During economic downturns or challenging times, focus on maintaining quality, supporting your team, and staying optimistic. Resilience and adaptability can help navigate and thrive in difficult periods.Learning from experienced professionals can significantly shape your career. Be open to listening and absorbing lessons from mentors and industry veterans.Quote of the Show:“I started by thinking that we needed to do a lot, and over time I realized I just need to listen a lot more. Then the doing sort of comes with it.” - Bruno ViterboLinks:LinkedIn: https://www.linkedin.com/in/bruno-viterbo/ Instagram: https://www.instagram.com/viterbobruno/ Website: https://www.irvinecompany.com/ Shout Outs:0:41 - Champalimaud Design https://www.champalimaud.design/ 0:42 - Las Vegas Sands Corp https://www.sands.com/ 0:56 - Gold Key Awards https://goldkeyawards.com/ 1:47 - HD Expo https://hdexpo.hospitalitydesign.com/ 9:05 - Alexandra Champalimaud https://www.linkedin.com/in/alexandra-champalimaud-1741b91b/ 9:10 - Sheldon Adelson https://en.wikipedia.org/wiki/Sheldon_Adelson 9:12 - Wing Chao https://en.wikipedia.org/wiki/Wing_T._Chao 12:13 - Disney https://www.disney.com/ 21:56 - NeoCon https://neocon.com/ 24:20 - Donald Bren https://www.donaldbren.com/ 28:12 - Napoleon https://en.wikipedia.org/wiki/Napoleon 28:14 - Julius Caesar https://en.wikipedia.org/wiki/Julius_Caesar 35:35 - Traction https://www.amazon.com/Traction-Get-Grip-Your-Business/dp/1936661837 41:55 - Bear Stearns https://www.bearstearnscompanies.com/ 47:29 - The Venetian https://www.venetianlasvegas.com/ 47:34 - CES https://www.ces.tech/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

“We love the one-off projects, but our real passion and what we're really looking for are ownership groups where we can do a project with them, forge a relationship, build that trust, and then we grow alongside them.” Joining Dan is Aggie Zamir, Vice President of National Hospitality and Gaming at Cumming Group. They discuss Aggie's insights into the luxury hospitality industry, the importance of building trust and relationships, and how Cumming Group works as a project management office (PMO) and owner's representative. The conversation also touches on mentoring young professionals, the impact of industry organizations like AHLA, and the personal fulfillment that comes from fostering community within the hospitality sector. Takeaways: Establish trusted relationships within your teams and with clients. Trust and strong relationships can help navigate through project stresses and challenges more effectively.Focus on finding clients who appreciate and value your service offerings and are looking for a long-term partnership. This can help with sustained, meaningful growth rather than just seeking one-off projects.Whether in a project setting or through professional dinner gatherings, creating a sense of community among colleagues, clients, and industry professionals can lead to more inspiring and productive collaborations.Navigate client preferences by partnering them with experienced team members who can help guide projects to success while respecting client visions and requests.Utilize available technology like project dashboards to keep track of multiple project metrics and ensure streamlined communication across teams and with clients.Get involved in mentoring young professionals or students in related fields. It can be both personally rewarding and beneficial for the industry.Quote of the Show:“Everybody can participate in their community or participate in the industry or mentoring in their own personal way, right? There's no prescription for it.” - Aggie ZamirLinks:LinkedIn: https://www.linkedin.com/in/aggie-zamir-a750982b/ Website: https://cumming-group.com/ Shout Outs:0:42 - AHLA https://www.ahla.com/ 0:45 - SCI Arc https://www.sciarc.edu/ 2:37 - Redbird https://redbird.la/ 37:16 - Joe Saatcamp https://www.linkedin.com/in/joe-saatkamp-3b1b6712/ 37:32 - TRT Holdings https://trtholdings.com/ 37:39 - Omni Hotels https://www.omnihotels.com/ 38:46 - Gavin Middleton https://www.linkedin.com/in/gavin-middleton-48aa9910/ 38:56 - Starwood Capital https://www.starwoodcapital.com/ 42:35 - Channing Henry https://www.linkedin.com/in/channinghenry/ 43:45 - Marriott https://www.marriott.com/default.mi 52:16 - Hollywood Bowl https://www.hollywoodbowl.com/ 52:18 - Musso and Frank’s https://mussoandfrank.com/ 52:25 - Dodgers https://www.mlb.com/dodgers 52:28 - Rams https://www.therams.com/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

“ It's a core tenant of who we are, and it's called put people first. We take care of our people.” Derek De Salvia, Executive Vice President and Chief Customer Officer at Hilton Grand Vacations, joins Dan today to dive into the world of vacation ownership. The discussion covers the personal and professional aspects of hospitality, the evolution and benefits of the vacation ownership model, and how Hilton Grand Vacations differentiates itself in the industry, especially as one of Newsweek’s Top Most Loved Workplaces. Derek shares insights into customer education, the impact of multi-generational ownership, the importance of team member engagement, and the adaptability of vacation ownership through economic cycles and evolving customer needs. The episode concludes with advice for potential customers and an invitation to experience Hilton Grand Vacations firsthand.Takeaways: Train your team to understand the difference between basic service and true hospitality. Aim for over-delivery on guest expectations.Highlight the importance of creating lasting memories for families, which can be a significant selling point for returning customers and multi-generational travel.Ensure guests are well-informed about how to maximize their memberships or stays through tutorials, seminars, and resources available on member pages.Foster a culture of hospitality among team members. When employees feel valued and cared for, they are more likely to pass on that sentiment to guests.Consider the long-term benefits and memories that owning a timeshare can create for your family across generations, rather than just focusing on the upfront costs and annual fees.Continuously gather and act on feedback from guest surveys and team member inputs to refine services and address any issues promptly.Quote of the Show:“We couldn't talk about hospitality and what that means to people if we didn't share that love and warmth of hospitality to our team members.” - Derek De SalviaLinks:LinkedIn: https://www.linkedin.com/in/derek-desalvia-m-s-5a2b5521/ Website: https://www.hiltongrandvacations.com/ Shout Outs:0:59 - Newsweek https://www.newsweek.com/ 3:32 - Hilton https://www.hilton.com/en/ 7:59 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 18:21 - Great Wolf Lodge https://www.greatwolf.com/ 18:25 - Blue Green Vacations https://www.bluegreenvacations.com/ 18:27 - Bass Pro https://www.basspro.com/home 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

“We are a hospitality company first and foremost.” Joining Dan this week is Alissa Klees, the Brand Leader of Spark by Hilton, the trailblazing brand that earned Hilton recognition as one of Fast Company's 2024 Most Innovative Companies. Alissa delves into what hospitality means to her, encompassing both personal and professional interactions. She shares the incredible journey of Spark, from its secretive "Skunkworks-type room" origins to its rapid global expansion. Highlights include the brand's focus on simplicity, affordability, and owner satisfaction, making conversions quick and efficient. Alissa emphasizes the positive impact on hotel staff pride and guest experiences, backed by Hilton's innovative culture and robust supply chain strategies. The episode also explores future growth opportunities and the lasting impact Spark aims to achieve within the industry.Takeaways:Ensure that the guest experience is straightforward and predictable to meet their expectations consistently. Consider establishing strong partnerships with supply chain managers. Look into negotiating bulk purchasing agreements to keep your renovation or building projects on schedule and within budget.Implement systems that align with the philosophy of 'people serving people' to build a strong, service-oriented culture.Collect and analyze guest feedback to identify design or service aspects that need improvement. Be flexible and ready to adapt based on the feedback to continually enhance the guest experience.Provide value-driven experiences to make budget-conscious guests consider and prefer your brand.Quote of the Show:“We are a hospitality company first and foremost.” - Alissa KleesLinks:LinkedIn: https://www.linkedin.com/in/alissak/ Website: https://www.hilton.com/en/brands/spark-by-hiltonShout Outs:0:48 - Fast Company https://www.fastcompany.com/ 1:50 - Skunkworks https://www.lockheedmartin.com/en-us/who-we-are/business-areas/aeronautics/skunkworks.html 2:00 - Lockheed Martin https://www.lockheedmartin.com/ 2:35 - Larry Traxler https://www.linkedin.com/in/larrytraxler/ 5:38 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 6:17 - Hampton https://www.hilton.com/en/brands/hampton-by-hilton/ 16:24 - Sonesta https://www.sonesta.com/ 17:58 - JM Hospitality https://www.jmhospitality.com/ 19:58 - DoubleTree https://www.hilton.com/en/brands/doubletree-by-hilton/ 20:02 - Rogers Arena https://rogersarena.com/ 25:42 - Peloton https://www.onepeloton.com/ 32:55 - Chris Nassetta https://www.linkedin.com/in/chrisnassetta/ 36: 23 - Waldorf Astoria https://www.hilton.com/en/brands/waldorf-astoria/ 37:32 - Tru https://www.hilton.com/en/brands/tru-by-hilton/ 46:01 - Ernest Hemingway https://en.wikipedia.org/wiki/Ernest_Hemingway 49:18 - Conrad https://www.hilton.com/en/brands/conrad-hotels/ 52:58 - Graduate https://www.hilton.com/en/brands/graduate-hotels/ 53:14 - NoMad https://www.hilton.com/en/brands/nomad-hotels/ 53:25 - MGM https://mgmgrand.mgmresorts.com/en.html 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/