Defining Hospitality

Hospitality has ancient roots, and this week's guest traces her own path in the industry back to something surprising: a master's degree in philosophy. What started as bartending to pay for grad school became a full blown philosophy of service, one built on presence, reciprocity, and treating every guest interaction as its own small act of care. From building a team that turned an old motel into a two Michelin Key destination to launching a groundbreaking childcare pilot for hospitality workers, this conversation covers what it really takes to scale a business without losing the soul that made it special in the first place. Colleen Rafferty is the President of Tourists, an award winning hotel in North Adams, Massachusetts that has earned two Michelin Keys and national recognition from outlets like Vanity Fair. She rose through the ranks from guest experience manager to the top leadership seat, helping build a culture so strong that her own team members have collectively logged 40 years of tenure at a hotel that has only been open eight. Beyond the hotel, Colleen is leading a new pilot childcare program funded by the state of Massachusetts in partnership with the Governor's Office, built specifically for hospitality workers whose schedules don't run Monday through Friday, 9 to 5. Chapters: 00:00 Housekeeping Meltdown 00:36 Podcast Mission Intro 01:09 Meet Colleen Rafferty 01:50 Berkshires Festival Vibes 03:32 Defining Hospitality Xenia 06:35 Philosophy to Hospitality 13:57 Tourists Growth Michelin Keys 19:28 Scaling Culture and Structure 26:58 Childcare Pilot for Workers 33:02 Funding and Coalition 33:47 Red Tape Worries 35:23 Pilot Program Unknowns 36:10 Universal Pre-K Lessons 37:14 Michelin Inspector Details 38:10 Sing for Your Slumber 41:01 Tourists Expansion Plans 44:11 Scaling Without Losing Magic 48:28 Mentors and Gratitude Quote of the Show: "This isn't really about you. This is about this moment and what the space can provide and what the guest is looking for." - Colleen Rafferty Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/colleen-rafferty-88603072/ Guests Website: https://www.touristswelcome.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/

What if the best conversations aren't about being interesting, but about being present? In this episode, Dan sits down with his close friend and mentor to explore why so many of us struggle to truly connect, even with people we've known for years. The conversation covers vulnerability, the difference between listening to respond and listening to understand, and why removing performance from a room changes everything. David Rich is the founder of Palabra, a story driven event format he has hosted hundreds of times across nearly every continent, from intimate dinners to gatherings of over 100 people. What started as a personal search for deeper friendships after moving back from Spain has grown into a platform used by corporations, families, and entrepreneurs to build genuine relationships. His approach to storytelling and presence has made him one of the most sought after voices on modern connection. Chapters: 00:00 Stories Over Opinions 00:53 Meet David Rich 02:00 What Hospitality Means 03:42 Palabra Born in Spain 07:27 Designing the Container 09:53 Conversation First Format 13:03 Vulnerability and Story Prep 15:58 Listening With Heart 23:32 Opinion Free Safe Space 31:16 Sales Through Trust 32:34 Sponsor Sustainability Note 32:59 Forum Style Story Learning 34:34 Introverts Love Structure 35:57 Long Tail Impact Stories 38:13 Scaling Palabra Formats 39:58 Everest Circle Experiment 43:36 Analog Connection In AI Age 48:42 Guardrails And Closing Reflections Quote of the Show: "A good event isn't that someone cried, so it was a good event. It's that people become a little bit more of themselves." - David RIch Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/davidjrich/ Guests Website: https://www.palabra.co/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/

What does luxury actually mean once you strip away the thread counts and marble bathrooms? Dan sits down with Diarmaid O'Sullivan, Director of Marketing at the Hamilton Princess & Beach Club, a Fairmont Hotel in Bermuda, for a conversation about connection, patience, and the moments that turn a guest into a regular. Diarmaid brings more than 30 years of international experience in hospitality marketing, tourism strategy, and luxury brand building, and has spent over a decade shaping some of the industry's most talked about lifestyle partnerships, including collaborations with Steamline Luggage and a custom fragrance created with Bermuda's oldest perfumery. The two dig into what luxury means as a moving target, how far patience can take a brand partnership, and why the first five minutes of a stay might matter more than the room itself. Chapters: 00:00 Show Mission Intro 00:35 Meet Diarmaid 02:01 Hospitality Means People 05:25 Bermuda Move Story 07:30 Partnership Playbook 11:09 Fairmont Brand Legacy 15:32 Redefining Luxury 20:10 Curated Art Experiences 23:57 Tech Versus Human Touch 32:53 Mentoring With Honesty 34:12 Helping Staff Move On 35:11 I Want Your Job 36:13 Six Months To Prove It 38:01 Boss As Your Guide 40:38 Networking On A Small Island 43:56 Bermuda Awareness Challenge 47:52 New Opportunities And Partnerships 50:21 Measuring Wins And Wrapping Up Quote of the Show: "You can teach someone the skills to operate a system, how to make a bed, how to make a dish. But you cannot teach someone to have empathy, to connect with people, or just be happy." - Diarmaid OSullivan Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Luggage Collab: https://steamlineluggage.com/collections/the-hamilton-princess-hotel Guest’s LinkedIn: https://www.linkedin.com/in/diarmaidosullivan/ Guests Website: https://www.thehamiltonprincess.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/

In this episode of Defining Hospitality, Dan sits down with Adam Lara, principal at KTGY Interior Design and Branded Environments, to talk about career, culture, and what it really takes to build a studio that works. From formative early experiences to his latest chapter leading a growing team in Chicago, Adam offers a grounded look at what shapes great design work over the long haul. Adam Lara has spent nearly three decades moving across architecture, interiors, and brand side operations, giving him a rare, well rounded view of the hospitality design world. His career has included time at Hyatt, a formative stretch under acclaimed designer Jordan Mosher, and now a leadership role at KTGY. That range makes him one of the more thoughtful voices working in hospitality design today. Chapters: 00:00 Why Hospitality Matters 00:35 Meet Adam Lara 01:55 Defining Hospitality 02:53 Career Pivot After 9/11 04:22 Inside-Out Design Thinking 05:29 Why Architects Avoid Interiors 07:26 Hyatt HQ Memories 08:31 Brand Side Lessons at Hyatt 10:27 Ops and Owner Mindset 13:40 Jordan Mozer Maker Culture 16:27 Micro to Macro Design 18:40 Joining Simeone Deary 20:25 Merging Into KTGY 22:44 Learning From Gina and Lisa 24:48 New Office and Integration 28:49 Venetian Bars Storytelling 34:59 Leadership and Culture 45:06 In-Person Collaboration Finale Quote of the Show: "It's not just design, it's basically problem solving." - Adam Lara Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/adam-lara-aia-leed-ap-ishc-7aa04751/ Guests Website: https://ktgy.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/

In this episode, Dan Ryan sits down with Ryan Diggins, founder and operator of The Ramble Hotel and co-founder of Gravitas Development, to unpack how his company, Midnight Auteur, builds boutique hotels that lead with food and beverage instead of treating it as an afterthought. Ryan walks through the thinking behind properties like The Ramble in Denver and Municipal Grand in Savannah, why smaller hotels can outperform bigger ones when you optimize for revenue per square foot instead of RevPAR alone, and how staying involved in the smallest design details, right down to how brass patinas on a toilet handle, keeps a project from losing its soul as it scales. The conversation also dives into how Ryan finds overlooked real estate opportunities, how he builds teams around a fully formed vision instead of the other way around, and what the future of hotel discovery looks like as AI reshapes how travelers find where to stay. Ryan Diggins is a real estate development veteran with over 15 years of experience building in Denver and beyond, and he's spent that time proving that boutique hotels can compete with, and outperform, some of the biggest names in the business. As founder and operator of The Ramble Hotel and co-founder of Gravitas Development, he leads hotel concepting, development, and operations through his company Midnight Auteur, marrying serious development chops with a hospitality first sensibility. His latest project, Municipal Grand in Savannah, was recently named one of the top 19 places to travel in 2026 by Architectural Digest, cementing his reputation as one of the industry's sharpest voices on design-driven, food and beverage anchored hospitality. Chapters: 00:00 Real Estate vs Purpose 00:22 Show Mission Intro 00:55 Guest Spotlight Ryan 02:26 Defining Hospitality 04:00 Placemaking Through Hotels 06:43 Artfulness Over Formula 10:42 Why Secret Sauce Gets Lost 16:25 F&B Led Hotel Economics 26:04 Staying Curious While Scaling 31:34 Process Without Strangling 33:23 Design For The Picky Guest 35:22 Thoughtfulness As True North 37:23 Values Shape The Team 40:58 Winning Over Investors 44:29 Choosing Design Partners 48:22 Future Markets And Pipeline 50:53 Marketing In The AI Era 55:04 Death And Co Origin Story Quote of the Show: "If we can't answer what is this here for or why are we doing this, well now you're just a Pinterest board." - Ryan Diggins Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/ryan-diggins-8a1297a/ Guests Website: https://www.theramblehotel.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

In this episode, Dan sits down with longtime industry counterpart Carl Long for a conversation twenty years in the making. They dig into how relationships compound like interest, why hospitality has resisted disruption from AI, and the vocational program Carl helped build at Richardson High School that's giving students a debt free path into the industry. It is a candid, reflective talk about risk, trust, and what actually keeps people in this business for the long haul. About the Guest: Carl Long is CEO of PMI and PMI Tribal Services, with more than two decades of experience in hospitality purchasing and project management spanning India, Latin America, and major hotel, casino, and senior living projects across the US. He sits on the board of the Indian Gaming Association, serves on the AHLA Design and Construction Committee, and is the past president of ISHP. He is also breaking ground on his own hotel development this year, adding developer to an already impressive resume. Chapters: 00:00 Spy Joke and Mission 00:46 Meet Carl Long 02:07 Project Years and Perspective 04:32 Defining Hospitality 05:57 Building Their Own Hotel 07:28 Balancing Kindness and Deadlines 10:50 Relationships Over Transactions 17:38 Trust Erosion and Overdocumentation 28:58 Disruption AI and Last Mile 36:20 AI Meets Reality 38:12 People Over Process 38:49 Hospitality Career Lab 39:58 Richardson High Program 42:28 Building A Hotel Lobby 45:13 Opportunity Without Debt 47:21 Connection Beats Remote 53:59 CapEx And Renovation Cycle 01:05:19 Future Of Relational Hospitality Quote of the Show: "Those relationships, they have to start somewhere. It comes over time, it comes over effort, and when you do that, relationships are what make great projects easy to move ahead." - Carl Long Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/carl-long-pmi/ Guests Website: https://pmiconnect.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

To celebrate over three years of Defining Hospitality, Dan Ryan pulls together some of the most powerful moments from the show's history into one episode. From the etymology of the word "hospitality" itself to the sacred duty of welcoming strangers, this compilation revisits the ideas that have shaped the conversation around design, service, and business in our industry. Guests reflect on the moments that changed them, the leaps of faith that built their careers, and the small human details, like how a rendering makes people feel, that separate good hospitality from great hospitality. It's a reminder of just how much wisdom has passed through this mic, and why the question "what does hospitality really mean" never gets old. This episode brings back some of the sharpest minds Dan has hosted, including novelist and hospitality thinker Ian, designer and procurement leader Chelsea Hershelman, hospitality veteran John O'Sullivan, caterer to presidents Steve, architect and designer Eileen, casino and resort design expert Bruno Viterbo, real estate developer Margot Stern, and hospitality tech innovator John Duffield. Each brought a distinct perspective to the show, from the sacred history of welcoming guests to the future of biometric personalization in travel. Together, their stories map out just how wide, and how deep, the world of hospitality really runs. Chapters: 00:00 Welcome to Defining Hospitality 00:35 Hospitality Roots and Meaning 01:32 Designing the Guest Journey 02:14 A Sacred Sense of Belonging 02:40 Conviction as Leadership Gravity 03:14 Four Seasons Culture Shift 03:57 Hope and Opportunity Abroad 05:03 White Box to Model Room 06:03 Designing for Real People 07:11 Is It Right or Wrong 07:55 Sponsor Sustainability Update 08:20 Creating Vacation Joy 09:06 Leaps of Faith and Belonging 11:07 Friends Who Expand Possibility 12:04 Don’t Disqualify Yourself 13:46 Winning Town Alignment 15:05 High Stakes Catering Moments 15:44 Future of Travel and Wisdom Quote of the Show: "It wasn't about, hey, we have these great finishes on the walls. It was about what does it feel like to be in that place." - Bruno Viterbo Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Get Connected with the Guests Bruno Viterbo: https://www.linkedin.com/in/bruno-viterbo/ Chelsea Hershelman: https://www.linkedin.com/in/chelsea-hershelman-a0639656/ Eileen Madigan: https://www.linkedin.com/in/eileenamadiganasid/ Ian Sharpe: https://www.linkedin.com/in/ianstuartsharpe/ John Duffield: https://www.linkedin.com/in/johnjduffield/ John O’Sullivan: https://www.linkedin.com/in/john-o-sullivan-6719551/ Margot Stern: https://www.linkedin.com/in/margot-stern-67a0a97/ Steve Fortunato:https://www.linkedin.com/in/steve-fortunato-3b990516/ Dan Ryan: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ 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 Transistor: https://www.defininghospitality.live/

Gary Brandeis, CEO of Scholar Hotels, joins Dan Ryan to talk about a strategy most hoteliers never even consider: betting everything on college towns. Gary explains why a large public university like Penn State makes for one of the most stable demand drivers in hospitality, and how his company has grown to nearly 1,000 rooms in State College alone. The conversation dives into his real estate investor first, hospitality operator second philosophy, the wild 16 month renovation of the historic Nittany Lion Inn, and his new Regulation A offering that lets everyday fans, not just accredited investors, own a piece of the hotels they love to visit. It is a masterclass in finding your niche, going deep instead of wide, and turning community passion into capital. About the Guest: Gary Brandeis is the CEO of Scholar Hotels, a hotel executive and real estate investor who has spent 35 years working with major brands like Marriott, Hyatt, and IHG while building a specialized portfolio around university markets. He has also launched award winning real estate technology companies focused on innovation and tenant experience, proving he is just as comfortable disrupting the model as he is running it. What makes Gary worth listening to is his willingness to buck conventional investment wisdom, concentrating his business in college towns like State College, Pennsylvania, and turning that focus into one of the most consistent and creative hospitality plays in the industry today. Chapters: 00:00 Why Hospitality Matters 00:25 Meet Gary Brandeis 01:04 Penn State Roots and Nittany Lion 03:09 A Thousand Rooms in State College 07:22 Hospitality Meets Profitability 12:22 College Town Brands and Graduate 16:49 Graduate Growth and Real Estate Risks 20:00 Democratizing Hotel Investing Reg A 32:46 Scaling Investor Communication 35:08 Investor Updates Tech 35:57 Radical Transparency 36:42 University Demand Engine 38:44 Crowdfunding Reg A Basics 40:37 Targeting Superfans Social 44:28 Nittany Lion Inn Turnaround 46:08 Choosing The Right Designer 50:14 Hands On Ownership Grit 58:17 University Hotels Investment Thesis Quote of the Show: "If we don't make a profit and we don't invest well, our ability to provide a good experience for our guests is significantly hindered." - Gary Brandeis Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/garybrandeis/ Guests Website: https://www.scholarhh.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

In this episode, Dan Ryan sits down with Michelle Finn, longtime industry fixture and the driving force behind Alis Design Plus, to trace the evolution of hospitality trade events from HD Expo's chaotic 1990s launch (earthquakes, riots and all) to today's design and investment ecosystem. Michelle unpacks her "dinner party" philosophy of hosting, the power of relationships over transactions, and how she scaled that intimacy from a dozen guests to thousands of attendees without losing the human touch. The conversation moves through mentorship, the rise of owner involvement in design, the new Alis Cala expansion into the Caribbean, and even a few fun detours into what a Vogue or Garden and Guns hotel might look like. About the Guest: Michelle Finn heads The BHN Group's hotel design and construction events, including the launch of Alis Design Plus. Previously, she led the management and development of Hospitality Design Expo, HD Boutique, HD Summit, HD Awards, Hospitality Design, Boutique Design NY, Boutique Design West, the BD Forum Series, Boutique Design and Senior Lifestyle Design Match events, the Gold Key Awards, and more. A dedicated, long standing member of NEWH, she has earned numerous awards for innovation spanning trade fair development, publishing, leadership, and service, and is firmly established as a notable presence in Chicago's hospitality landscape. Chapters: 00:00 Defining Hospitality Intro 00:35 Meet Michelle Finn 01:47 What Hospitality Means 03:38 Hosting Lessons Early On 06:00 Launching HD Expo Origins 08:48 Riots Earthquakes and Vegas Pivot 13:42 Winning Leadership Buy In 22:41 Why ALIS Design Plus Exists 25:21 Growth Plans and Industry Shifts 33:38 Analog Event Magic 34:36 Word of Mouth Wins 35:08 Hospitality Shifts 36:19 Product Categories Boom 37:47 Launching Alice Cala 39:59 Measuring Referrals 43:56 Hosting Like a Pro 48:11 Newcomer Event Playbook 52:22 Future Plans and Farewell Quote of the Show: "Identify a need, see something that doesn't exist. That's pretty much what we did." - Michelle Finn Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/company/alis-design-plus Guests Website: https://www.alisdesignplus.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

In this episode, Dan sits down with Adrienne Scribner, principal and managing director of hospitality at Baskerville, to unpack what three decades in hotel design has taught her about the unglamorous work that actually makes projects succeed. They dig into why there is no "coordination fairy" waiting to catch your mistakes, how typing specs into a purchasing system in the early '90s built the foundation for her entire career, and why mentoring the next generation means being approachable rather than intimidating. About the Guest: Adrienne Scribner is a Principal and Managing Director of Hospitality at Baskervill, bringing more than 20 years of experience across the Maryland, Virginia, and DC design corridor. Her client roster reads like a hospitality hall of fame, including Marriott, Gaylord, Ritz Carlton, and Moxy, and her research driven approach has made her a trusted voice for owners navigating renovations of every scale. Beyond the projects themselves, she has built a reputation as a generous mentor, the kind of leader who would rather answer a question than let someone learn the hard way. Chapters: 00:00 Welcome back to Defining Hospitality 00:58 Meet Adrienne Scribner 01:41 Conference Mentorship Moment 02:52 Why She Stayed in Hotels 04:17 Learning Through Specs 07:16 Hybrid Work and Phone Calls 10:54 Marriott Years and Prototypes 14:11 No Coordination Fairy 17:57 Mentorship and Coachable Talent 31:18 Baskerville Office Footprint 32:30 Hiring Without Relocation 32:47 Why DC Attracts Designers 34:40 DC Cost and Lifestyle Reality 35:01 Sponsor Sustainability Note 35:26 Market Cycle and CapEx Slowdown 38:08 Compressed Schedules and Pauses 39:36 Mentorship Through Project Conflict 40:45 Model Rooms and Risk Management 46:40 Career Lessons From Marriott 49:25 Working With Brand Standards 54:09 Owners Concepts and AI Inspiration 57:14 Research Versus Inspiration Images 59:50 Cross-Pollination Across Verticals Quote of the Show: "If you don't know exactly who is going to do the work, it's probably you. You need to find that person." - Adrienne Scribner Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/adrienne-scribner-265b045/ Guests Website: https://www.baskervill.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

Dan Ryan sat down with Alexa d'Argence, senior interior designer at Ken Fulk Inc., to explore what it really means to design spaces people fall in love with. Alexa pulls back the curtain on KFI's work at the Huntington Hotel in San Francisco and the Beverly Hills Hotel. sharing how a strong concept and cinematic vision guide every decision from the big picture down to the smallest detail. The conversation gets reflective too, touching on why slowing down is sometimes the only way forward, and what it means to truly love the work you do. About the Guest: Alexa d'Argence is a Senior Interior Designer at Ken Fulk Inc. in San Francisco. With a background rooted in hospitality and residential design, she has worked on projects ranging from The Flamingo Hotel in Santa Rosa to the Huntington Hotel on Nob Hill, recently featured in Architectural Digest, and is currently deep in the renovation of the Beverly Hills Hotel. A graduate of Cornell and a lifelong lover of hotels, she approaches every project as an act of care, craft, and storytelling. Chapters: 00:42 Meet Alexa d’Argence 01:45 Sketching Under Pressure 04:02 What Hospitality Means 05:03 Hotels and Childhood Memories 05:59 From Marin to Hospitality Design 07:51 Storytelling and the Movie Mind 13:23 Designing for the Guest 17:22 History Beloved and Future Dreams 28:19 Sketching Together Works 29:08 Hidden Beauty Onsite 32:05 Details Beyond The Spread 33:15 Beloved Places And Memories 34:54 Renovations And Responsibility 36:10 Sustainability Sponsor Break 36:37 Tools Sketches And Renderings 39:40 Puzzling As Design Mindset 44:19 Mentorship Scent And Farewell Quote of the Show: "It's a calling, a vocation for me. So there's a lot of love that goes into it. This is a job where you are working long hours, and if you don't love it, you're gonna burn out." - Alexa d'Argence Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/alexadargence/ Guests Website: https://www.kenfulk.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

This week, Dan Ryan sits down with Alex Kuby, Associate Principal at Dyelot and a lifelong student of how built environments shape human experience. From his early days at HBA in Santa Monica to helping lead a studio through a full brand transformation, Alex has spent his career asking what it really means to make people feel seen, supported, and cared for inside a space. Together, Dan and Alex explore approachable hospitality, the power of integrated services, and what niching down actually looks like when you are doing it from the inside. About the Guest: On this episode, Dan Ryan sits down with Alex Kuby, Associate Principal at Dyelot, a hospitality interiors studio bolstered by branding, procurement, and architectural services. Alex has been part of the firm since its days as RDC, helping shape its evolution into a focused, values driven hospitality design practice. When he is not leading visioning workshops or authoring the Dylot blog, he is probably thinking about how a grocery store can double as a neighborhood heartbeat. Chapters: 00:42 Show Intro and Sponsor 01:04 Meet Alex Kuby 01:31 Shared Roots and Catching Up 03:19 Defining Hospitality 03:58 Approachable Hospitality 05:25 RDC to Dyelot Story 09:34 WELL and Sustainable FF&E 20:59 Capital ROI and Visioning 32:23 Sustainable Sponsor Shoutout 32:41 Design Meets Procurement 35:38 Why Branding Comes First 39:04 Blogging and Brand Transition 41:49 Niching Down the Studio 43:22 Grocery as Community Hub 46:09 Public Spaces and Connection 50:12 Career Advice and Mentorship 53:28 Memory Lane and Farewell Quote of the Show: "Hospitality is the humanity in the built environment, that is the way in which we express care and facilitate all of those great high touch point, high emotional engagements that the best hospitality spaces are known for." - Alex Kuby Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/akuby/ Guests Website: https://dyelot.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

Dan Ryan talks with Thomas Paterson, founder and lighting designer at Lux Populi, about one of hospitality's most overlooked design disciplines… light. Thomas explains why lighting designers need a seat at the table from day one, not after the drawings are done, and shares his take on how light shapes a space's emotional experience. The conversation covers the gap between the 2% of projects that engage a true lighting specialist and the 30-50% that probably should, what it means to design from the inside out, his unconventional path from Australia to Mexico City, the sustainability case for old-school screw-in bulbs, and why asking the right question at the right moment is the smartest move a lighting designer can make. About the Guest: Thomas Paterson is the founder, director, and principal lighting designer at Lux Populi, a Mexico City based lighting design studio. He brings a first principles approach to every project, asking what light can do before how it should look. His portfolio spans luxury resorts, boutique hotels, restaurants, museums, and infrastructure, including 15 years with Sandals Resorts, the Four Seasons Los Cabos, and a landmark tunnel gateway in Sydney. Originally from Australia and formerly based in London, he landed in Mexico City by chance and built one of the industry's most distinctive lighting practices. Chapters: 00:25 Meet Lighting Designer Thomas 03:09 Hospitality Through Light 06:43 Bring Lighting In Early 10:17 Who Owns The Brief 11:46 Do Projects Hire Lighting 17:23 Lighting As Editing Tool 25:43 Fixing Spaces After Opening 29:09 Why Mexico City 31:53 Mexico City Safety Shift 32:43 Designing the Cocoon 33:17 Contrast and Tone Basics 34:14 Fixing a Brand’s Lighting 35:47 Kelvin Myths Explained 37:38 Infrared and Homogenous LEDs 42:39 Culture and Buying Bulbs 47:37 Sustainability and PoE Lighting 54:53 Future of Lighting Design Quote of the Show: "Lighting design is an editing tool. Emphasize, de-emphasize, reveal, conceal." - Thomas Paterson Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/tpaterson/ Guests Website: https://luxpopuli.com/New/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

This week, Dan Ryan sits down with Larry Traxler, a 30+ year veteran of architecture and design, former SVP Global Head of Architecture & Design at Hilton Hotels & Resorts, and founder of Traxworks Hospitality Collaborative, to make the case that great hospitality design isn’t about replicating what’s trending, it’s about understanding place, people, and purpose. From breaking ceramic tiles on job sites in Japan to navigating 102 countries and opening 1,000 hotels a year at Hilton, Larry has spent his career building bridges between creative vision and business reality, and now, finally free to say no, he’s going deeper than ever. About the Guest: On this episode, Dan Ryan sits down with Larry Traxler, founder of Traxworks Hospitality Collaborative and former SVP Global Head of Architecture and Design at Hilton Hotels & Resorts. Larry has shaped some of the most memorable spaces in global hospitality, one mosaic wall, and one very deliberate hammer swing at a time. When he’s not advising owners on design strategy or racking up passport stamps across his 102nd country, he’s photographing wildlife in his backyard, plotting a month in Africa, and finally, finally, getting to put more into the projects that truly light him up. Chapters: 00:25 Welcome to Defining Hospitality 01:28 Mentors Safari and Photography 02:53 Backyard Safari and Reps 05:42 Defining Hospitality Through Design 12:09 Traxworks Freedom to Say No 15:13 Jordan Mozer Narrative Craft 22:31 Becoming the Bridge Conductor 30:36 The Clift Deep Dive Details 35:27 Nine Million Miles 36:43 Creativity in the Air 38:27 Hilton Lessons to Trexworks 43:10 Solo Founder Reality 45:13 AI as Creative Toolkit 50:00 Recessions and Resilience 54:04 Hospitality Beyond Hotels 01:00:20 Fighting Design Sameness 01:02:35 Traxworks Freedom and Farewell Quote of the Show: “It’s those people that have a fear of the future that get held back. Sometimes you just have to jump off the bridge and leap into those entrepreneurial waters.” - Larry Traxler Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/larrytraxler/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by BermanFalk https://www.bermanfalk.com/ Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

This week, Dan Ryan sits down with John O'Sullivan, hospitality executive, published poet, painter, and Regional Vice President & General Manager at Four Seasons Resort Punta Mita, to make the case that great hospitality isn't a service standard, it's a soul practice. A GM at just 25 who started peeling potatoes in a small Irish hotel at 12, John has spent over three decades opening and leading luxury properties across seven countries, building a career on the radical belief that belonging is borderless, failure is just success in progress, and heart intelligence will always outperform artificial intelligence. About the Guest: On this episode, Dan Ryan sits down with John O'Sullivan, Regional Vice President and General Manager at Four Seasons Resort Punta Mita in Mexico. With 31 years at Four Seasons and properties across Cairo, Bali, Jakarta, and beyond, John has spent his career quietly proving that the most powerful management tool isn't a system, it's sincerity. When he's not leading a team of more than 1,000 warriors, he's painting, publishing poetry, or stealing cookies from his director of rooms' office. He moves through the world the same way he runs his hotel, with curiosity, warmth, and zero interest in being the most important person in the room. Chapters: 00:35 Meet John O Sullivan 02:25 Defining Hospitality And Belonging 03:06 From Ireland To GM At 25 04:18 Making Room For Others 10:30 Mentors And Ripple Effects 16:22 Travel Memories And Magic Details 20:56 Why Punta Mita Wins 26:21 Creativity Process And Failure 34:02 Potato Peeler Origins 34:34 Curiosity Becomes Calling 37:06 Heart Intelligence Hospitality 38:13 Creativity Fuels Positivity 39:14 Recharging Through Adventure 41:56 Fun as Leadership 42:56 Vulnerability and Forgiveness 47:46 Egypt Opening Hope Story 54:33 Future of Authentic Luxury Quote of the Show: "Hospitality is the almost sacred act of seeing another human being and saying, without words, that you authentically belong here." - John O’Sullivan Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/john-o-sullivan-6719551/ Guests Website: https://www.fourseasons.com/puntamita/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ 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/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 Transistor: https://www.defininghospitality.live/

This week, Dan Ryan sits down with David Shove-Brown, architect, design leader, educator, and partner at //3877, to make the case that the most powerful thing you can put on your business card isn't a title, it's a philosophy. A firm co-founder who launched his practice in the middle of a recession with a newborn at home and a best friend from college as his only business partner, David has spent 15 years proving that relationships aren't a strategy, they're the whole game. David isn't just building great spaces. He's building a firm, a community, and a life worth writing about. About the Guest: On this episode, Dan Ryan sits down with David Shove-Brown, partner at //3877, an architecture and design firm based in DC and New York. David has spent 15 years building a practice and a reputation, on the belief that relationships come before business. Whether he's mentoring students at trade shows, swapping proposals with competitors, or just holding the door for a stranger, he moves through the world the same way he runs his firm, like every person in the room matters. Chapters: 00:51 Meet David 02:04 NEWH Mentorship Moment 03:53 Defining Hospitality 04:43 Community Over Competition 08:46 Networking Roots and Values 13:01 Relationship Building That Lasts 17:45 Balance Family and Firm 27:24 Design in the Public Interest 31:18 Losing a Mentor 32:46 Succession and Letting Go 33:56 Mentoring Through Mistakes 36:19 How to Find Mentors 38:01 Learning From Students 40:11 Community and Collisions 42:25 Craving Certainty Forward 48:25 Startup Stories and Growth 50:07 Looking Ahead and Wrap Quote of the Show: "Networking always had this underlying idea of sales, we flipped it. For us, it's really relationship building." - David Shove-Brown Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ David’s LinkedIn: https://www.linkedin.com/in/dsb3877/ David’s Company’s Website: https://www.3877.design/ Dan Ryan’s LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

This week, Dan Ryan sits down with Christine McGinnis, Director of Design at Wave Design Consultants, to make the case that the most powerful tool a designer can carry isn't a software subscription or a portfolio, it's a passport and a willingness to ask why. A Canadian kid who got locked in a Tiffany's display window in Hong Kong and never really looked back, Christine has spent over two decades designing across Asia, North America, and now the Canary Islands, chasing a single throughline openness. From restoring a termite-eaten 19th century Bangkok landmark to drawing her first full set of plans in Spanish, she isn't just designing spaces, she's designing a life. About the Guest: On this episode, Dan Ryan sits down with Christine McGinnis, Director of Design at Wave Design Consultants, a Canadian born, world traveling hospitality designer who logged her first miles in the Starwood design lab before most people knew that lab existed. Christine has spent 20 plus years designing hotels and restaurants across Asia, Europe, and Africa not by following the work, but by following the question. And the question, in her case, is always the same one… why? Chapters: 00:38 Meet Christine McGinnis 01:15 Journey Westward 03:15 Early Career Plans 04:09 Generations And Nomads 05:46 Starwood Innovation Lab 14:31 Openness Defines Hospitality 20:38 Spain Projects And Asking Why 26:03 Design Fatigue and Surprise 27:26 Waldorf Respite After 9/11 29:13 Hospitality Alchemy From the Heart 30:30 Design vs Service That Brings Guests Back 31:32 Aloft Seminyak Bali Success 33:48 Being Present Wherever You Land 35:31 Just Go Travel Advice 39:48 Resurgence of Analog Connection Quote of the Show: "People come to your joint once for the design, but they come back for the service and how you made them feel." - Christine McGinnis Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Christine’s LinkedIn: https://www.linkedin.com/in/christinemcginnis/ Wave Design’s Website: https://www.wave.global/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

This week, Dan Ryan sits down with Genna Panagopoulos, Vice President of Development at Minor Hotels, to make the case that the most exciting real estate play in hospitality right now isn't in Asia or Europe, it's right here in America. A restaurant kid from Detroit who fell in love with hotels, Genna is the one handed the keys to a 640 property global giant's entire North American future, armed with 12 brands, a freshly built franchise model, and a philosophy that deals only work when everyone at the table wins. One NH Collection in Manhattan down. Twenty four more to go. About the Guest: Genna Panagopoulos, VP of Development at Minor Hotels, a Greek American, raised in the restaurant business by an immigrant father who treated every customer like family, who somehow ended up being the person responsible for introducing one of the world's largest hotel companies to the United States. With over 15 years spanning hotel investment, brand strategy, and development at the likes of Davidson Hotels and IHG, Genna isn't just opening doors in new markets. She's the one deciding which doors are worth knocking on in the first place. Chapters: 00:35 Meet Genna Panagopoulos 02:10 Greek Roots and Philoxenia 05:43 From Restaurants to Hotels 07:03 Minor Brands and Luxury Resorts 09:50 US Growth Model and Deal Flexibility 12:02 Target Markets and Investor Mindset 15:13 Financing and Conversion Strategy 20:12 Service Culture and Scaling Luxury 27:26 Uniqueness Over Scale 28:50 Early Growth Bottlenecks 29:30 Portfolio Deals and Marketing 30:30 New Brand or Collections 32:11 Lessons From US Expansion 34:10 Where Deals Are Happening 36:09 Choosing the Right Partners 38:58 Deal Terms and Key Money 42:48 Future Vision and Wrap Up Quote of the Show: “We're not here to make money right now. We're here to plant our flags and build brand awareness." - Genna Panagopoulos Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Minor Hotels is introducing the legendary Anantara and Wolseley brands to North America: learn more about the company's strategy and ambitions!! Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Genna’s LinkedIn: https://www.linkedin.com/in/genna-panagopoulos-726a7525/ Minor Hotels Website: https://www.minorhotels.com/en Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

This week, Dan Ryan sits down with Tanya Pratt, Global VP of Strategy and Product Management at Oracle Hospitality, to prove that the most powerful upgrade a hotel can make isn't to its lobby, it's to its data. A front desk girl turned tech executive, Tanya unpacks how Oracle is collapsing decades of fragmented systems into one seamless guest experience, why cloud adoption exploded the moment hotels ran out of people, and what happened during an 18-hour outage at 3am that changed the entire trajectory of her career. The promise of hospitality has always been human. The technology is finally catching up. About the Guest: This week, Dan Ryan sits down with Tanya Pratt, Global VP of Strategy and Product Management at Oracle Hospitality, a self described nerdy science kid who accidentally fell in love with a front desk and never really left. Thirty years later, she's the one making sure the technology behind hospitality is finally as seamless as the experience is supposed to feel. Forged at Fairmont, recognized as one of the top 25 extraordinary minds in the industry, and fluent in both boardrooms and lobbies, Tanya isn't just building better software. She's keeping the promise. Chapters: 00:35 Meet Tanya Pratt 01:27 Hearing Your Own Story 03:20 Hospitality Is a Promise 04:44 Tech Removes Friction 08:14 Unified Data at Check In 12:29 Hospitality Tech 101 16:08 One Guest One Profile 19:18 ROI and Why Hotels Lag 30:20 Tech Enables Hospitality 31:36 Finding Your Calling 33:13 Front Desk To VP 34:56 Advice For 18 Year Olds 36:01 Grit In Instant Age 39:03 Human Skills Matter 41:27 Untangling Tech Spaghetti 45:11 Crucible Command Center 56:22 Future Of Hospitality Tech Quote of the Show: "Hospitality is a promise. It's a promise that's made and kept a thousand times in small moments." - Tanya Pratt Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Tanya’s LinkedIn: https://www.linkedin.com/in/pratttanya/ Oracle Website: https://www.oracle.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

This week, Dan Ryan sits down with Larah Moravek, founding partner at Dutch East Design, to make the case that the most powerful thing a designer can bring to a project isn't a mood board, it's a story. Larah pulls back the curtain on how Dutch East blends interior design and branding under one roof, turning narrative driven frameworks into spaces that feel inevitable. With real stories from the ground including the adaptive reuse of a Marcel Breuer brutalist landmark into Hotel Marcel, the first passive house certified hotel in North America, and the Tapestry Chattanooga, a former bank building brought back to life, this episode proves that when magic and precision are working together, the constraint becomes the design. 🏠 About the Guest: Larah Moravek is a founding partner at Dutch East Design, a hospitality focused studio offering both interior design and branding under one roof. With a career shaped by two of the most iconic firms in the industry, Clodagh Design and Yabu Pushelberg, Larah brings a rare combination of instinct and rigor to every project she touches. Rooted in the belief that built environments have the power to create lasting emotional experiences, she and her partner Dieter lead a small but mighty studio known for their dense documentation, narrative driven approach, and a body of work spanning adaptive reuse, independent hotels, and licensed product collections. Chapters: 00:45 Meet Larah Moravek 01:15 Friendship and Dutch East Origins 03:58 What Hospitality Means 07:08 Clodagh to Yabu Mentorship 08:49 Branding as Decision Tool 13:37 Stewardship and Adaptive Reuse 24:04 Functional Brief and Hard Questions 27:54 Science as Magic 28:03 From Med School to Interiors 30:03 New York Design Path 30:47 Yabu Pushelberg Rigor 32:19 Burnout and Solo Asia Reset 34:41 Building a Team Culture 37:43 Sustainability in Hospitality 44:33 Licensing and Product Lines 47:59 Future Plans and Wrap Up Quote of the Show: "Sometimes you need more structure to be more creative. And I think some of the most beautiful and inspiring solutions come out of restriction." - Larah Moravek Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Larah’s LinkedIn: https://www.linkedin.com/in/larah-v-moravek-0b714044/ Dutch East Design Website: https://www.dutcheastdesign.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 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 Transistor: https://www.defininghospitality.live/

This Earth Day, Dan Ryan welcomes back JoAnna Abrams, founder and CEO of MindClick, to make the case that sustainability isn't just good for the planet, it's good for business. JoAnna reveals how MindClick's product intelligence platform transforms the sustainability data already hiding in hotel FF&E purchases into a competitive weapon, winning corporate travel contracts, boosting sustainability ratings, and growing real revenue. With stories from the ground, including Hyatt Centric Fisherman's Wharf, and eye-opening stats on what ditching polystyrene packaging actually means for waste, this episode proves that going green and going profitable are finally pointing in the same direction. 🌍 About the Guest: JoAnna Abrams is the founder and CEO of MindClick, a product intelligence platform helping hospitality companies unlock sustainability data across their supply chains. A multi-award winning trailblazer at the intersection of sustainability, supply chain, and finance, she has been recognized by Lodging Magazine as a female industry innovator, named a 2026 Inc. 500 Female Founders honoree, and selected for both the Cambridge Institute for Sustainability Leadership and the Imagine Program funded by former Unilever CEO Paul Polman. Chapters: 00:46 Welcome JoAnna Abrams 02:00 Defining Hospitality Revisited 05:00 The ROI of Sustainability 07:30 EU Regulation Driving Corporate Demand 11:00 How Hotels Win Corporate Business with Sustainability 14:00 MindClick and Green Key Global 16:00 The Alo Index Platform Explained 19:00 Revenue Impact: 7–17% Market Share Increase 22:00 Training Sales Teams to Tell the Story 25:00 A Riskless Path for Hotel Owners 28:00 Connecting Guests and Frontline Staff 31:00 The Huntington Hotel Case Study 36:00 Polystyrene Elimination: The Numbers 40:00 Embodied Carbon and FF&E's Outsized Impact 44:00 What Hotels Can Control 47:00 Asset Value, Appraisals, and Resilience 50:00 Inc. 500, Cambridge, and the Road Ahead 52:00 How to Connect with MindClick Quote of the Show: "Today's suppliers need to understand that they're no longer just selling a product. They're selling a product with a story." - JoAnna Abrams Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ JoAnna Abrams’s LinkedIn: https://www.linkedin.com/in/joannaabrams/ MindClick: https://www.mindclick.com/ Metropolis Magazine Article: https://metropolismag.com/viewpoints/four-new-roadblocks-on-the-path-to-sustainable-buildings/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ #DefiningHospitality #Sustainability #HospitalityDesign #HotelBusiness #GreenHospitality #SupplyChain #MindClick #CorporateTravel #HotelRevenue

In this episode of Defining Hospitality, Dan Ryan sits down with Walter Peseski, Senior Vice President of Asset Management at Garfield Public Private, to explore the often misunderstood world of hotel asset management and public private partnerships. Sponsored by BERMANFALK, this discussion uncovers how cities, universities, and hospitals are leveraging creative financing structures to build hotels that serve as economic catalysts for entire communities. About the Guest: Walter Peseski is the Senior Vice President of Asset Management at Garfield Public Private, a firm specializing in public private partnerships for hotels, convention centers, and cultural infrastructure. With over 20 years of experience in hotel operations and asset management, Walter has built a career bridging the gap between public entities and private developers to bring transformative hospitality projects to life. An adjunct professor at Dallas Baptist University and contributor to Hotels Magazine, Walter is passionate about educating the next generation on the full scope of opportunity that exists within the hospitality industry that goes far beyond the front desk. Chapters: 01:00 Introducing Walter Peseski 02:00 What Does Hospitality Mean to You? 03:00 The Valentine's Day Server Story 05:00 When Was the Last Time Service Was Memorable? 06:00 What Makes Garfield Public Private Unique? 09:00 The Role of Asset Management vs. Hotel Management Companies 13:00 How Ownership Groups Get Involved 15:00 When Does Third Party Asset Management Make Sense? 17:00 Hotels Are a Different Beast Than Multifamily 19:00 Navigating Brand Standards & CapEx 21:00 Hilton's Carrot and Stick Fee Structure 23:00 Downscaling Brands & the "Under Demolished" Theory 27:00 Blind Spots Small Operators Miss 29:00 The F&B Double Edged Sword 33:00 When Brand Standards Become a Straitjacket 34:00 What Makes a Good Deal vs. a Great Deal in Public Private 36:00 Why Cities Invest in Hotels 38:00 Where Garfield Is Seeing the Most Opportunity 39:00 How Cities Finance These Projects With Bonds 42:00 The Sweet Spot: Upscale to Upper Upscale 43:00 Why Walter Started Teaching 45:00 Career Advice for Anyone Entering Hospitality 49:00 What Walter Is Most Excited About 51:00 How to Connect With Walter & Outro Quote of the Show: "It's not how fast can we increase the value of this hotel and flip it. It's how can this hotel contribute to the community." - Walter Peseski Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ BERMANFALK: https://www.bermanfalk.com/ Ed Bakos LinkedIn: https://www.linkedin.com/in/edmond-bakos-62102014/ Champalimaud Design: https://www.champalimaud.design/ Help preserve a generation of American history: https://www.tunisonfoundation.org/donate Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ Tags: #DefiningHospitality #AssetManagement #PublicPrivatePartnership #HotelDevelopment #HospitalityBusiness #HotelInvestment

In this episode of Defining Hospitality, Dan Ryan sits down with Ed Bakos, CEO of Champalimaud Design, to explore the evolving dimensions of hospitality in the design world. Sponsored by BERMANFALK, this discussion uncovers how the nuances of design, from emotional exchanges to anticipating guest needs, define luxury and authenticity in the hospitality industry today. About the Guest: Ed Bakos is the CEO of Champalimaud Design, a New York-based firm renowned for its innovative approach to hospitality design. With over 30 years of experience, Ed has continually pushed the boundaries of what luxury and hospitality can achieve through strategic and emotionally resonant design. His commitment to fostering talented teams and creating memorable experiences makes his work a benchmark in the industry. Chapters: 00:46 Welcome Ed Bakos 02:12 What Hospitality Means 04:04 Early Career Origins 07:30 First W Hotel Breakthrough 11:07 Heavenly Bed Innovation 14:13 Alexandra Legacy 18:31 Mosaic Team Culture 24:49 Flat Hierarchy Best Ideas 27:20 Project Example Clarity 28:29 Ideas From Anywhere 29:10 Designing Anticipated Needs 31:23 Service Defines Luxury 32:44 Turning Constraints Into Magic 34:59 Building A Creative Culture 37:02 Managing Creative Anxiety 40:47 Choosing The Right Clients 44:29 Aviation Passion And Purpose 49:08 Flying The C47 Across Atlantic 50:58 Remembering History And Closing Quote of the Show: "Design is a relationship between different things. Why do certain combinations of things provide us with more satisfaction? Certain combinations in certain settings are… highly successful and can be highly successful." - Ed Bakos Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ BERMANFALK: https://www.bermanfalk.com/ Ed Bakos LinkedIn: https://www.linkedin.com/in/edmond-bakos-62102014/ Champalimaud Design: https://www.champalimaud.design/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ Tags: #DefiningHospitality #HospitalityDesign #HotelDesign #GuestExperience #DesignAnticipation #HotelInnovation

In this episode of Defining Hospitality, Dan Ryan sits down with Thomas Oh, Co-Founder & General Manager of Perilla Korean American Steakhouse, and Daphne Shin, Founder & Principal Designer of the Ruimte, two passionate creators working at the intersection of culture, cuisine, and design. Sponsored by BERMANFALK, the episode delves into the unique approach Thomas and Daphne take to blend Korean cultural elements into their business ventures in Chicago. About the Guests: Thomas Oh is the co-founder and director of operations at Perilla Korean American Steakhouse. With a mission to introduce Korean culture through dining experiences, Thomas highlights the seamless integration of Korean and American culinary elements at Perilla. Daphne Shin is the founder and principal designer of the Ruimte, an interior design firm. Through her design work at L7 Hotel, Daphne strives to create environments where every guest, regardless of background, feels at home. Chapters: 02:26 Defining Hospitality 04:38 Building L7 Chicago 06:33 Designing Perilla Steakhouse 15:26 Korean DNA in the Hotel 19:40 Reception in Chicago 24:49 The K Wave Momentum 27:28 Entrepreneur Lessons 30:08 Teamwork Solves Problems 30:43 Exhaust System Collaboration 32:13 Sponsor Sustainability Note 32:48 Immigrant Path to Hospitality 34:56 Little Victories in Service 38:17 Design vs Operations Reality 42:15 Dream Projects and Timelessness 46:35 Hotel and Restaurant Synergy 49:43 How Lotte Found Them 51:09 Luck Meets Hard Work 53:27 Closing Thanks and Farewell Quote of the Show: "It's exciting for me and for the team here, for them to come into our space… We're not screaming this is Korean to them, but they're loving the design of this restaurant and the hotel." - Thomas Oh Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ BERMANFALK: https://www.bermanfalk.com/ Thomas Oh LinkedIn: https://www.linkedin.com/in/thomas-oh-b6164570/ Daphne Shin LinkedIn: https://www.linkedin.com/in/daphne-shin-1a223b44/ Daphne Shin Email: daphne@theruimte.com Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ Tags: #hospitality #Koreancuisine #design #Kwave #defininghospitality #podcasting #ChicagoDining

In this episode of Defining Hospitality, Dan Ryan sits down with Michaelangelo L’Acqua, a global entertainment director and music/lifestyle branding expert, to discuss hospitality as “infrastructure” built through sound, motifs, and emotional arcs across dayparts. Sponsored by BERMANFALK, this conversation dives into shifting luxury expectations, analog-era craft, and mentoring creatives within business-driven environments. Michelangelo shares how sound serves as the unseen architect in the world of hospitality, crafting emotional journeys for guests. About the Guest: Michaelangelo L'Acqua is a Global Entertainment Director and Founder of his creative strategy agency, L'Acqua Agenzia. With a legacy of working with iconic brands like Virgin Voyages and W Hotels, he brings decades of experience in music branding and luxury lifestyle curation. Known for pioneering concepts like the Sonic Identity Brand Bible, L'Acqua remains a leading voice in integrating sound as a critical component of the hospitality experience, continuously shaping the future of how spaces sound and resonate with their audience. Chapters: 01:17 Whale Shark Memories 02:51 What Hospitality Means 03:52 Sonic Architect Idea 05:09 Motifs and Brand Magic 07:04 Building a Sonic Bible 10:18 Sound Drives Revenue 12:32 Mentors and Early Grind 14:29 Tom Ford Breakthrough 17:37 From Fashion to Hotels 20:30 Analog Era Work Ethic 23:04 Staying Relevant in Luxury 27:27 Timeless Formulas and Flow 30:57 Building Sonic Brand DNA 33:04 Virgin Voyages Layer Cake 36:59 W Hotel Reinvents Hospitality 39:45 Finding Local Tastemakers 41:29 Mentorship Over Ego 44:44 Sound Beats Brick 48:07 Next Decade Soundtrack 50:49 Timeless Meets New 53:30 Hall of Fame Tangent 55:46 Wrap Up And Connect Quote of the Show: "I truly believe that there are moments I can really tap into unconscious feelings within somebody. And if I can do that… you're gonna walk away from that experience and say that was a great night. I don't know why, but it was just special." - Michelangelo L’Acqua Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ BERMANFALK: https://www.bermanfalk.com/ Michelangelo L’Acqua LinkedIn: https://www.linkedin.com/in/michaelangelo-lacqua/ Starwood Hotels: https://www.starwoodhotels.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ Tags: #DefiningHospitality #HospitalityDesign #HotelDesign #GuestExperience #SonicArchitect #HotelInnovation

In this episode of Defining Hospitality, Dan Ryan sits down with Saxton Sharad to explore how hospitality and hotel design are evolving for today’s guest experience. Sponsored by BERMANFALK, this conversation dives into micro vacations, invisible hospitality, and how modern leadership is reshaping the way hotels connect with travelers. Saxton shares how Hideaway Inns is redefining hospitality by blending local authenticity, frictionless experiences, and thoughtful design to meet the expectations of millennials and Gen Z guests. About the Guest: Saxton Sharad is the Founder and CEO of Revival Hotels and Hideaway Inns, where he’s building a portfolio of design-forward boutique properties in destinations like Mount Sunapee, Mount Snow, and Lenox. He previously helped scale Graduate Hotels and has worked across major brands, but is now pioneering a high-margin “invisible hospitality” model that’s delivering additional operating profit across his properties. Chapters: 01:15 Office Vibes And Intentionality 03:03 Defining Hospitality 05:58 Origins Of The Philosophy 07:51 Unplugging And Micro Breaks 09:18 Hideaway Inns Vision 11:00 Millennial Travel Shift 14:15 Building From Guest Research 17:02 Authenticity And Giving Back 25:59 Invisible Hospitality Platform 30:30 Innkeeper Model Explained 36:11 Owner Economics And Margins 39:58 Lease Deal Sweeteners 40:36 Scale And Tech Advantage 44:35 Innkeeper Career Model 46:53 Fixing Hospitality Turnover 48:15 Design Led Growth Plan 50:00 Fandom And Regional Focus 56:21 Revival Management Focus 58:41 Invisible Or Full Service 01:01:35 Authenticity Through Local Art 01:03:27 Berkshires Travel Pitch 01:07:59 Wrap Up And Thanks Quote of the Show: “ I don't care how talented you are or how much money you have in your pocket, you cannot be good at everything. Step into what you're good at, find that strength, and live that strength.” - Saxton Sharad Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ BERMANFALK: https://www.bermanfalk.com/ Saxton Sharad LinkedIn: https://www.linkedin.com/in/saxton-sharad-cha-6642a49/ Hideaway Inns: https://www.hideawayinns.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ Tags: #DefiningHospitality #HospitalityDesign #HotelDesign #GuestExperience #MillennialTravel #BoutiqueHotels #HotelInnovation

How does data make the hospitality industry come alive? In this episode of Defining Hospitality, Dan Ryan welcomes Isaac Collazo, the Head of Analytics at STR and Co-Host of "Tell Me More, A Hospitality Data Podcast." They dive into the integral role data plays in the hospitality industry, from informing strategic decisions to influencing how businesses can adapt in changing economic climates. Takeaways: Utilizing data to enhance operational efficiency. Isaac emphasizes how storytelling through data offers valuable insights that can transform guest experiences and improve service delivery. Hospitality is fundamentally about service. By prioritizing the human connections and interactions, businesses can maintain exceptional service standards, no matter the external economic climate. Recession and inflation directly impact strategies and performance. Isaac discusses how staying informed on economic trends helps businesses anticipate and react to market changes effectively. The growing shift from uniformity to personal experiences. Lifestyle brands are emerging as leaders by catering to unique and individualized guest experiences, setting a new standard in the industry. Food and beverage services are essential revenue drivers. By investing in high-quality F&B experiences, hotels can enhance their appeal and drive overall profitability. The notable and optimistic turn in demand trends. Despite some economic uncertainties, the rising demand suggests a promising future for the hospitality sector. Generational preferences influence loyalty. As guest demographics evolve, hospitality businesses must adapt their strategies to cater to a diverse and changing clientele. Quote of the Show: “You want 'em to start with you and stay with you until they no longer travel.” - Isaac Collazo Links: LinkedIn: https://www.linkedin.com/in/isaaccollazo/ Company website: https://www.costar.com/products/str-benchmark Shout Outs: 1:30 - Adrienne Scribner 2:30 - Promise (Hotels) - https://www.promisebrandsuite.com/ 2:30 - Marriott - https://www.marriott.com/ 2:30 - IHG - https://www.ihg.com/ 2:50 - STR - https://www.costar.com/products/str-benchmark 3:10 - Jeff Higley / ALICE Conference - https://www.aliceconference.com/ 5:10 - LaQuinta Inns - https://www.wyndhamhotels.com/laquinta 21:20 - Marriott Bonvoy - https://www.marriott.com/loyalty.mi 23:10 - Kimpton Hotels - https://www.ihg.com/kimptonhotels/ 25:20 - W Hotels - https://www.marriott.com/hotels/travel/w-hotels/ 30:00 - Hyatt - https://www.hyatt.com/ 30:30 - Tulane University - https://www.tulane.edu/ 35:50 - Jose Andres / Think Food Group - https://www.thinkfoodgroup.com/ 35:50 - Bar Mar - https://www.thinkfoodgroup.com/bar-mar 36:10 - Death & Co (bar at Ramble Hotel Denver) - https://deathandcompany.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/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 Transistor: https://www.defininghospitality.live/

How do relationships shape the hospitality industry? In this episode of Defining Hospitality, Dan Ryan explores how relationships fundamentally shape the hospitality industry with guest Stephanie Hopkins. As an experienced interior designer and brand specialist, Hopkins shares insights into her extensive career and the essential role that relationships and strategic growth play in navigating the complexities of hospitality. Takeaways: Relationships often transcend profession. Stephanie explains that once you get involved in hospitality, it's challenging to leave because it becomes ingrained in your soul. Varied experiences can lead to a dynamic career path. Stephanie's journey from design to brand specialist and back highlights the diverse opportunities within the hospitality industry. Relationships hold significant value. Throughout her career, Stephanie learned to leverage relationships and networks, which allowed her to effectively navigate complex brand environments and developer needs, saving valuable time and resources. Brand development ties to long-term success. Stephanie emphasizes the importance of understanding and maintaining a brand's essence, going so far to say 'no' to potential changes that could dilute a brand’s core Diversified portfolios show skill. B2 Design Co’s portfolio spans across multiple sectors like multifamily, senior living, student housing, and hospitality, showcasing their ability to adapt and thrive by integrating hospitality concepts into various living environments. Storytelling in design ensures a cohesive experience. Successful projects often have a well-grounded design narrative that is consistently implemented across all stages. Quote of the Show: “Being able to ascertain… is that going to compromise the essence of the brand? You have to get to that point and you may have to say no to some really powerful ownership groups.” - Stephanie Hopkins Links: LinkedIn: https://www.linkedin.com/in/stephanie-hopkins-28445a71/ Stephanie’s Instagram: https://www.instagram.com/steph_the_hop/ B2 Design Co’s Instagram: https://www.instagram.com/b2design.co/ Company website: https://www.b2designco.com/ Shout Outs: 1:13 - Tony Chi - https://tonychi.com/ 1:14 - Marriott - https://www.marriott.com/ 1:15 - Moxie Brand - https://www.marriott.com/hotels/travel/moxy-hotels/ 1:16 - B2 Design Co - https://b2dc.com/ 17:10 - Hyatt - https://www.hyatt.com/ 21:20 - Marriott Bonvoy - https://www.marriott.com/loyalty.mi 30:33 - Tulane University - https://www.tulane.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/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 Transistor: https://www.defininghospitality.live/

How do detailed preparations elevate hospitality experiences? In this episode of Defining Hospitality, Dan Ryan interviews Amy Margolis, an esteemed interior designer and studio director at Bamo in Providence, Rhode Island. Moving through her career journey from California to the East Coast, Amy shares her thoughts on being deeply rooted in anticipating guests' needs, curating environments that allow people to relax, and creating memorable experiences. Takeaways: Hospitality is an orchestrated experience. Amy illustrates hospitality with an anecdote about Joan Didion's meticulously planned dinner parties, emphasizing the importance of preparation to offer effortless and relaxing experiences for guests. A strategic global footprint enhances service delivery. The expansion of Bamo into different regions allows the firm to better serve clients across various time zones, fostering a diverse range of projects that adapt to regional demands. Understanding guest journeys influences design solutions. Drawing from her experience at Bergmeyer, Amy stresses the importance of tailoring design solutions to enhance unique guest experiences, which is crucial for success in hospitality design. Diverse career transitions enrich design perspectives. Amy's shift from hospitality design in San Francisco to commercial design in Boston provided her with a wealth of experience, enriching her current approach in the hospitality sector. Digital adaptation transforms collaborative practices. The shift to remote work during COVID-19, along with the adoption of tools like Revit, has introduced new ways of managing design and fostered improved team collaboration. Continuous learning fosters dynamic leadership. Amy emphasizes the value of staying open to new ideas and mentoring emerging talents, cultivating a resilient and innovative design practice. Quote of the Show: “Put yourself out there to say yes, to try new things… the biggest thing is to keep educating yourself.” - Amy Margolis Links: LinkedIn: https://www.linkedin.com/in/amy-reynolds-margolis-ncidq-a625875/ Company website: https://bamo.com/ Shout Outs: 1:23 - Brayton and Hughes - https://www.bhdstudios.com/ 1:24 - DLR Group - https://www.dlrgroup.com/ 1:25 - Wiseman Group - https://www.wisemangroup.com/ 1:26 - Duffy Design Group - https://www.duffydesigngroup.com/ 1:27 - Ann Bergmeyer - https://www.bergmeyer.com/ 1:28 - Bamo - https://www.bamo.com/ 2:42 - RISD (Rhode Island School of Design) - https://www.risd.edu/ 2:44 - Michael Booth 9:23 - Anne Wilkinson 12:04 - Brown University - https://www.brown.edu/ 19:48 - Ashley Venturini 20:20 - Harvard (university) - https://www.harvard.edu/ 20:21 - Wentworth Institute of Technology - https://wit.edu/ 20:22 - MIT (Massachusetts Institute of Technology) - https://www.mit.edu/ 20:23 - NESAD (New England School of Art & Design) - https://www.suffolk.edu/academics/colleges/new-england-school-of-art-design 20:24 - Suffolk University - https://www.suffolk.edu/ 21:00 - Backen & Gillam Architects - https://backengillamarchi.com/ 27:30 - Sergio Mercado (designer, Bamo New York) 29:00 - Chatham Luxury Home Summit - https://luxuryhomedesignsummit.com/ 32:10 - NEWH - https://newh.org/ 32:11 - Brick and Wonder - https://brickandwonder.com/ 34:50 - Ocean House, Watch Hill (hotel) - https://www.oceanhouseri.com/ 34:51 - Bretton Woods / Mount Washington (resort) - https://www.brettonwoods.com/ 34:52 - Raffles Boston - https://www.raffles.com/boston/ 35:11 - Chatham Bars Inn - https://www.chathambarsinn.com/ 35:12 - Main Street Hospitality - https://www.mainstreethospitality.com/ 50:10 - Nicole Hollis - https://www.nicolehollis.com/ 50:11 - Howard Backen 53:42 - Glennon Doyle - https://glennondoyle.com/ 54:00 - Embarcadero One 54:01 - Mount Tam / Mount Tamalpais 54:02 - Alcatraz 55:30 - Don Winslow - https://www.donwinslow.com/ 55:31 - Austin Butler (actor) 🏨✨ 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/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 Transistor: https://www.defininghospitality.live/

What does it mean to find joy and creativity in the constraints of adaptive reuse? In this episode of Defining Hospitality, Dan Ryan sits down with Andrew Ashey, Founder and Principal of AAmp Studio, to discuss the expansive nature of hospitality design, the importance of engaging with diverse community elements, and the delightful challenges presented by adaptive reuse. Takeaways: Architecture is a collaborative puzzle. Andrew finds the challenge of collaboration a central aspect of his practice. Architecture involves working with clients, consultants, and contractors to bring visions to life within existing structures. Context and continuity are vital. Andrew discusses the significance of understanding and preserving the historical context of buildings, particularly in projects like the Municipal Grand in Savannah. Lifelong learning helps the practitioners and the community. Engaging with academic institutions and community organizations allows architects like Andrew to remain at the forefront of design innovation. Approach projects with enthusiasm and creativity. For Andrew, maintaining a balance between professional demands and creative fun is essential. Adaptive reuse champions sustainability. Andrew argues that adaptive reuse is among the most sustainable practices, breathing new life into spaces while preserving their integral stories. Expanding hospitality venues beyond private spaces. Andrew sees these spaces as extensions of the public realm, contributing to the vibrancy of a locality. Quote of the Show: “I find architecture and design to be one big puzzle. That’s what I love most about it.” - Andrew Ashey Links: LinkedIn: https://www.linkedin.com/in/andrew-ashey-a7a9245/ Company website: https://aampstudio.com/ Shout Outs: 0:51 - University of Maine Augusta https://www.uma.edu/ 1:02 - Board of Architects https://www.boardofarchitects.org/ 1:19 - AAmp Studio https://aampstudio.com/ 1:35 - Dave and Jenna Kaplan / Death & Co https://www.deathandcompany.com/ 1:59 - NAWH (Newh - The Hospitality Network) https://newh.org/ 8:42 - Anne Marie Armstrong (AAmp Studio Partner) 10:08 - AIA Maine https://www.aiamaine.org/ 11:35 - Maine Interior Design Association https://www.midame.org/ 24:13 - Municipal Grand (Savannah) https://municipalgrand.com/ 25:25 - 465 Congress Street, Portland, Maine (Hotel Project) 43:45 - SCAD (Savannah College of Art and Design) https://www.scad.edu/ 48:32 - UNLV Hospitality https://www.unlv.edu/hospitality 51:07 - Deborah Berke / Deborah Berke Partners https://www.dberke.com/ 51:07 - Yale School of Architecture https://www.architecture.yale.edu/ 51:30 - Bridget Shim / Shim-Sutcliffe Architects https://www.shim-sutcliffe.com/ 53:36 - Paul Rudolph (Architect) 53:43 - Hotel Marcel (New Haven) https://www.hotelmarcel.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/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 Transistor: https://www.defininghospitality.live/

How can travel channels inspire personal growth and global understanding? In this episode of Defining Hospitality, Dan Ryan sits down with Ian Sharpe, the Chief Operating Officer of Media at NextTrip, to explore the transformative power of hospitality and storytelling in the realm of global travel. With a vast experience spanning video games and visual media, Ian delves into the intricate tapestry of how cutting-edge technology, media, and human connection shape the way we experience the world. Takeaways: Hospitality is about turning strangers into friends. Ian Sharpe emphasizes this historical tradition as the core of Journey TV’s mission to celebrate diverse cultures and connect people globally. Journey TV transforms inspiration into itineraries. By drawing on video game industry techniques, the network integrates storytelling with travel booking for an enriched travel experience. Authenticity drives Journey TV's content. The network focuses on human stories, whether culinary or adventurous, to explore why people travel and engage deeply with viewers. Cultural richness is captured through storytelling. Programs like "Tide" and "Borderless Table" highlight local experiences, providing a comprehensive view of destinations. Technology enhances viewer engagement. Journey TV uses QR codes and AI-driven itineraries to turn inspiration into seamless travel planning. Travel fosters growth and connection. Journey TV promotes travel as a way to build understanding and friendship, supporting Dan’s vision of hospitality as a human bridge. Quote of the Show: “A storyteller is all about weaving with the imagination. If you can convert that to commerce, then the shareholders are all the happier.” - Ian Sharpe Links: LinkedIn: https://www.linkedin.com/in/ianstuartsharpe/ Company website: https://nexttrip.com/ Shout Outs: 1:10 - Journey TV https://www.journeytv.com/ 1:10 - Next Trip (NASDAQ: NTRP) https://www.nexttrip.com/ 13:50 - WTM (World Travel Market) https://www.wtm.com/ 13:50 - Trend Fest (at WTM) 15:35 - Samsung Smart TV https://www.samsung.com/ 15:35 - LG TV https://www.lg.com/ 15:35 - YouTube https://www.youtube.com/ 17:00 - Brand USA https://www.visittheusa.com/ 17:15 - Fin Partners (PR Agency) 17:40 - Aman Tourism Board 17:55 - Iron Man (Endurance Race) https://www.ironman.com/ 20:50 - Tide (Journey TV Show) 20:55 - Chef Ben and Chef Rachel (Below Deck) 20:55 - Below Deck (Bravo) https://www.bravotv.com/below-deck 21:10 - Sea Cloud (Luxury Cruise) https://www.seacloud.com/ 25:10 - Borderless Table (Journey TV Show) 25:15 - Paradise Kitchen (Journey TV Show) 27:15 - Anthony Bourdain 46:55 - Go USA Channels 49:25 - Five Star Alliance https://www.fivestaralliance.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/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 Transistor: https://www.defininghospitality.live/

How Can Las Vegas Serve as the Ultimate Architectural Laboratory? In this episode of Defining Hospitality, Dan Ryan sits down with Glen Noack, an accomplished architect and associate professor at the University of Nevada, Las Vegas (UNLV), to dive into Glen's extensive experience in architecture and hospitality design. They explore various aspects of radical innovation within the built environment, the unique opportunities Las Vegas offers as a 'living laboratory,' and Glen's involvement in fostering creative design through competitions like Radical Innovation. Takeaways: Las Vegas is a learning environment. The city serves as an inspiring backdrop for architectural students who can directly interact with cutting-edge designs. Las Vegas’ hospitality goes beyond traditional assumptions. Hospitality design is evolving to include educational and community-focused projects, not just hotels and casinos. The emotional impact is vital. Emotional resonance in architecture is as vital as functional possibility, and this dual focus is a core aspect of education in Las Vegas. Virtual Reality is architecture’s future. The integration of AI and virtual scanning technology in design education provides unique opportunities for creating interactive project models. Community collaboration opens pathways. Collaborations between universities and industries open pathways for projects that transcend traditional hospitality and influence community development. Quote of the Show: “There isn’t a formula on how to teach this… if it becomes formulaic, it can’t produce the same aha effect.” - Glenn Nowak Links: LinkedIn: https://www.linkedin.com/in/glenn-nowak-phd-a96117105/ Company website: https://aeroai.io/ Shout Outs: 1:12 - University of Nevada, Las Vegas (UNLV) https://www.unlv.edu/ 1:30 - Radical Innovation https://www.radicalinnovation.com/ 1:49 - The Flamingo Las Vegas https://www.caesars.com/flamingo-las-vegas 1:49 - M Resort https://www.themresort.com/ 1:49 - Caesars https://www.caesars.com/ 18:20 - Learning from Las Vegas (Book) https://mitpress.mit.edu/9780262720069/learning-from-las-vegas/ 26:40 - The Sphere https://www.thesphere.com/ 28:13 - Madison Square Garden (MSG) https://www.msg.com/ 28:20 - James Dolan https://www.sphereentertainmentco.com/leadership/james-dolan/ 28:30 - New York Knicks https://www.nba.com/knicks 28:50 - Phish (band) https://phish.com/ 29:02 - Luxor Las Vegas https://www.luxor.com/ 38:53 - Hard Rock https://www.hardrock.com/ 39:13 - The Mirage https://casino.hardrock.com/las-vegas 44:08 - Aero AI https://aeroai.io/ 52:27 - Revit (Autodesk) https://www.autodesk.com/products/revit/ 52:27 - SketchUp https://www.sketchup.com/ 62:30 - Jacques Derrida (philosopher) 62:50 - Clark County School District https://www.ccsd.net/ 63:50 - Tesla (tunnels) https://www.tesla.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/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 Transistor: https://www.defininghospitality.live/

Can empathy, curiosity, and a willingness to run toward the fire reshape how leaders design experiences, and careers, in hospitality? In this episode of Defining Hospitality, Dan Ryan sits down with Chelsea Hershelman, VP of Design and Development at Coral Tree Hospitality, to unpack hospitality as an empathetic act and leadership as influence, not authority. From designing for neurodiversity and stressed-out arrivals to taking leaps of faith across a non-linear career path, Chelsea shares how curiosity, courage, and human-centered thinking drive better spaces, stronger teams, and more meaningful guest experiences, without needing perfect credentials or traditional titles. Takeaways: Hospitality starts with empathy, not aesthetics. Great experiences are built by considering the full ecosystem and designing for emotional states, not just how a space looks in photos. The most effective leaders rely on influence, not authority. By building relationships, using humor to help teams “unclench,” and knowing when to listen versus decide. Curiosity beats credentials every time. A background in art history, procurement, and project management became an asset, not a liability, because transferable skills opened doors others never saw. Running toward problems builds momentum and trust. Reframing crises as opportunities to shine, and celebrating quick wins can energize complex projects and establish you as someone who thrives in the arena. Balance isn’t static, it evolves. Sustained leadership requires knowing when to push and when to “take a knee,” prioritizing physical and mental health, and giving yourself grace as your definition of success changes over time. Quote of the Show: “To lead by influence is listening, staying curious and asking good questions.” - Chelsea Hershelman Links: LinkedIn: https://www.linkedin.com/in/chelsea-hershelman-a0639656/ Company website: https://www.coraltreehospitality.com/ Shout Outs: 3:27 - Coral Tree Hospitality https://www.coraltreehospitality.com/ 19:47 - Ace Hotels https://acehotel.com/ 20:43 - NEWH https://newh.org/ 20:48 - Colorado Hotel & Lodging Association https://www.chla.com/ 25:44 - The National Park Service https://www.nps.gov/index.htm 29:01 - Brené Brown https://brenebrown.com/ 29:56 - The Rotary Club https://www.rotary.org/en 32:57 - Daring Greatly https://brenebrown.com/book/daring-greatly/ 33:06 - Theodore Roosevelt https://www.whitehousehistory.org/bios/theodore-roosevelt 44:40 - Outbound Hotels https://outboundhotels.com/ 53:51 - Hilton https://www.hilton.com/en/ 🏨✨ 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/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 Transistor: https://www.defininghospitality.live/

Can exploration, storytelling, and service to others redefine what hospitality really means and why does it start at home? In this episode of Defining Hospitality, Dan Ryan sits down with Richard Wiese, President of The Explorers Club, Emmy Award–winning TV host, and lifelong explorer. Their conversation spans far beyond travel, unpacking hospitality as a human instinct rooted in curiosity, generosity, and connection. From backyard foraging mishaps to Apollo astronauts’ moon-bound navigation, Richard shares how exploration, conservation, and volunteerism shape leadership, culture, and meaningful guest experiences, without relying on luxury or exotic destinations. Takeaways: True hospitality is expressed through universal human languages, food, music, nature, and storytelling, rather than thread count or material luxury. Exploration isn’t about distance; it’s about curiosity. You don’t need Everest or the Serengeti to explore, birding in a city park or foraging in your backyard can spark the same sense of wonder and connection. Leadership means amplifying others, not yourself. Through initiatives like Explorers Club 50, you can challenge leaders to shift from “look at me” to “look who I found,” using their platforms to spotlight emerging changemakers. Small, consistent service creates outsized impact. Whether dedicating 5% of your time to volunteerism or starting a local composting effort, sustained small actions, modeled by Richard and Nikki Wiese, can scale into global change. Everything has a story, from a pencil to a hotel lobby; sharing those narratives authentically deepens emotional connection and transforms experiences into lasting memories. Quote of the Show: “Part of the perspective of exploration is also seeing something that you've seen often through a new set of eyes." - Richard Wiese Links: LinkedIn: https://www.linkedin.com/in/richard-wiese/ Instagram: https://www.instagram.com/richardwiese/?hl=en Born to Explore Website: https://www.borntoexplore.net/ The Explorer’s Club Website: https://www.explorers.org/ Shout Outs: 4:11 - Apollo 13 https://www.imdb.com/title/tt0112384/ 4:28 - Neil Armstrong https://www.nasa.gov/humans-in-space/astronauts/former-astronauts/former-astronaut-neil-a-armstrong/ 6:04 - Mount Kilimanjaro https://www.climbing-kilimanjaro.com/ 8:45 - National Geographic https://www.nationalgeographic.com/ 8:58 - Jane Goodall https://janegoodall.org/ 11:01 - Buzz Aldrin https://www.nasa.gov/wp-content/uploads/2016/01/aldrin_buzz.pdf 11:06 - Prince Albert of Monaco https://www.palais.mc/en/princely-family/h-s-h-prince-albert-ii/biography-1-5.html 13:19 - Brown University https://www.brown.edu/ 23:09 - The Emmys https://theemmys.tv/ 31:00 - Rolex https://www.rolex.com/en-us 31:02 - Microsoft https://www.microsoft.com/en-us 31:27 - Armani Hotel, Dubai https://www.armanihotels.com/en/hotels/armani-hotel-dubai/ 33:37 - The Eiffel Tower https://parisjetaime.com/eng/culture/la-tour-eiffel-p3486 41:41 - The James Beard Foundation https://www.jamesbeard.org/ 42:53 - The Africa Foundation https://africafoundation.org/ 44:13 - Abercrombie and Fitch https://www.abercrombie.com/shop/us 49:17 - BBC https://www.bbc.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/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 Transistor: https://www.defininghospitality.live/

How will AI, biometrics, and healthcare thinking redefine hospitality, and what does the future of truly personalized guest experience look like? In this episode, Dan Ryan sits down with John Duffield, a Speaker at Signal Two and an Advisory Board Member at Radical Innovation. They have a wide-ranging conversation on the intersection of hospitality, healthcare, and emerging technology. Drawing from his patient experience at Cleveland Clinic and his work at the forefront of AI and biometric innovation, John introduces the concept of “living intelligence,” the convergence of AI, sensors, and biometrics that enables environments to adapt in real time to how guests actually feel. Takeaways: Hospitality and healthcare are deeply connected. Both industries serve people during vulnerable moments, and both succeed when personalization, empathy, and care are prioritized. AI combined with biometrics and sensors can create environments that adapt in real time, adjusting lighting, temperature, nutrition, and schedules based on how guests are actually feeling, not static preferences. Guests are willing to share personal and biometric data when the value exchange is clear, immediate, and user-controlled. Privacy must be transparent, opt-in, and flexible, more like “airplane mode” than all-or-nothing consent. Smaller scale, faster decision-making, and closer guest relationships make independents and luxury properties ideal testing grounds for advanced technology, insights that will eventually scale to larger brands. The best tech disappears into the experience, enhancing how guests feel without being noticed. Responsible AI development, clear guardrails, and human-centered design are essential to avoid repeating past digital mistakes. Quote of the Show: “Do you want to sit in the status quo and hope that you just survive and thrive? Or do you want to lean into what's next in this next phase of guest experience?" - John Duffield Links: LinkedIn: https://www.linkedin.com/in/johnjduffield/ The Signal Two Website: https://thesignaltwo.com/ Personal Website: https://thejohnduffield.com/ The Future Patient Website: https://thefuturepatient.com/ Shout Outs: 3:17 - Javits Center, New York https://javitscenter.com/ 3:18 - BDNY (Boutique Design New York) https://bdny.com/ 7:07 - Cleveland Clinic https://my.clevelandclinic.org/ 9:05 - Mayo Clinic https://www.mayoclinic.org/ 9:08 - Memorial Sloan Kettering https://www.mskcc.org/ 10:55 - Hartford Healthcare https://hartfordhealthcare.org/ 12:19 - New York Presbyterian https://www.nyp.org/ 14:17 - Apple Watch https://www.apple.com/watch/ 15:29 - South by Southwest https://sxsw.com/ 18:25 - Whoop https://www.whoop.com/us/en/ 18:27 - Oura Ring https://ouraring.com/ 26:28 - Equinox Hotels https://equinox-hotels.com/ 30:15 - BCG (Boston Consulting Group) https://www.bcg.com/ 30:16 - Google https://www.google.com/ 33:13 - LVMH https://www.lvmh.com/en 33:51 Apple https://www.apple.com/ 34:45 - Pepsi https://www.pepsico.com/ 36:43 - SHA Wellness https://shawellness.com/en/ 42:36 - Snoop Dog https://en.wikipedia.org/wiki/Snoop_Dogg 42:37 - Martha Sterwart https://en.wikipedia.org/wiki/Martha_Stewart 42:49 - Hilton https://www.hilton.com/en/ 42:50 - Paris Hilton https://en.wikipedia.org/wiki/Paris_Hilton 42:53 - Formula One https://www.formula1.com/ 43:22 - Four Seasons Hotels https://www.fourseasons.com/ 45:56 - ATM Dubai (Arabian Travel Market) https://www.wtm.com/atm/en-gb.html#/ 46:44 - Boeing https://www.boeing.com/ 51:39 - Taylor Swift https://www.taylorswift.com/ 54:05 - Terminator 2: Judgement Day https://www.imdb.com/title/tt0103064/ 🏨✨ 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/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 Transistor: https://www.defininghospitality.live/

How do you build a global hospitality business without losing the personal touch, resilience, or trust that defines great service? In this episode, Dan Ryan sits down with Hugh Taylor, CEO of Michels & Taylor, for an in-depth conversation on leadership, hospitality, and hotel investment. Hugh shares his journey from marketing roles at major hotel brands like Hilton to becoming one of the most respected voices in hotel asset management and advisory. They explore what true hospitality really means, how Michels & Taylor’s integrated “flywheel” business model creates resilience, and what it takes to lead transparently through crises like the 2008 financial crash and COVID-19. Takeaways: Hospitality is personal. Great service comes from making every guest, client, or partner feel uniquely valued and understood. Build perspective through experience. Exposure to marketing, operations, and investment creates stronger, more balanced leaders. Design for resilience. Integrated and diversified business models are better equipped to survive downturns and volatility. Lead with transparency. Honest, direct communication builds long-term trust with investors, banks, and teams. Expect complexity in growth. Global operations demand deep understanding of local regulations, labor laws, and market dynamics. Adapt to industry shifts. Brand and franchise models, rising costs, and capital needs are reshaping hospitality. Quote of the Show: “If you don’t take advice and get the right people next to you, you can lose your money as easily as you make it.” - Hugh Taylor Links: LinkedIn: https://www.linkedin.com/in/hugh-taylor-obe-994bb7288/ Company website: https://michelsandtaylor.com/ Shout Outs: 1:49 - OBE (Officer of the Order of the British Empire) https://www.gov.uk/honours/types-of-honours-and-awards 2:33 - Hilton https://www.hilton.com/en/ 11:14 - St. Pancras Hotel, London https://www.marriott.com/en-us/hotels/lonpk-st-pancras-london-autograph-collection/overview/ 12:02 - Chateau Marmont, LA https://www.chateaumarmont.com/ 12:02 - The Mercer, New York https://mercerhotel.com/ 16:35 - Blackstone https://www.brehotels.com/ 18:57 - Grand Metropolitan Hotels https://www.grandmethotels.com/ 19:09 - Diageo https://www.diageo.com/en 19:20 - Savoy (London) https://www.fairmont.com/en/hotels/london/the-savoy.html 19:23 - Jumeirah (Middle East) https://www.jumeirah.com/en 19:27 - Strategic Hotels https://www.strategichotels.com/ 24:11 - Oak Tree Capital https://www.oaktreecapital.com/ 24:15 - Abu Dhabi Investment Authority (ADIA) https://www.adia.ae/ 25:56 - Rothschild https://www.rothschildandco.com/en/ 25:31 - Royal Bank of Scotland (RBS) https://www.rbs.co.uk/ 31:13 - Michels & Taylor https://michelsandtaylor.com/ 1:03:49 - IHG (InterContinental Hotels Group) https://www.ihg.com/hotels/us/en/reservation 1:03:50 - Holiday Inn Express https://www.ihg.com/holidayinnexpress/hotels/us/en/reservation?adobe_mc=MCMID%3D32481982626910040562684351706170738292%7CMCORGID%3D8EAD67C25245B1870A490D4C%2540AdobeOrg%7CTS%3D1767640921 1:03:53 - Marriott https://www.marriott.com/default.mi 1:10:10 - Penn State University https://www.psu.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/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 Transistor: https://www.defininghospitality.live/

On this special re-air episode of Defining Hospitality, we revisit an insightful conversation on people-first leadership, authentic culture, and the true meaning of hospitality with Thomas Healy, President and COO of Rockbridge Hospitality Management. With more than 30 years in the industry, Tom shares lessons shaped by his upbringing in a family-run New Jersey supper club and a career spanning independent and branded hotels. The conversation explores how leadership is rooted in empathy, inclusion, and service. Thomas explains why great leaders focus on making the most uncomfortable person in the room feel comfortable, and how diverse teams drive stronger culture, creativity, and trust. The episode also dives into the power of authenticity, particularly in independent hotels, where flexibility, storytelling, and local connection can create memorable guest experiences and outperform rigid brand standards. Takeaways: Prioritize human connection in everything you do. Simple gestures, eye contact, a smile, genuine attention, can have an outsized impact on guests and team members. Lead by putting others first. Effective leadership is about service, empathy, and making people feel comfortable, valued, and included. Build and champion diverse teams. Diversity strengthens culture, trust, and performance, and should be treated as a core leadership responsibility. Foster a culture of authenticity and belonging. Create environments where people feel connected to something bigger than themselves. Embrace flexibility and creativity, especially in guest-facing roles. Independent thinking and local authenticity often resonate more deeply than rigid standards. Use technology as a tool, not a replacement for hospitality. Leverage data to identify patterns and improve operations while keeping the human element front and center. Regularly reflect on your “why.” Align your work with your values, use life’s milestones as moments to reassess priorities, and lead with purpose. Quote of the Show: “Hospitality is that simple.  It's about putting yourself second and putting others first.” - Thomas Healy Links: LinkedIn: https://www.linkedin.com/in/thomas-healy-aabb135/ Website: https://www.rockbridgeholdings.com/ Shout Outs: 0:47 - Diamond Rock Hospitality https://drhc.com/ 0:49 - Strategic Hotels and Resorts https://strategichotels.com/ 0:50 - Hyatt https://www.hyatt.com/ 2:45 - Independent Lodging Congress https://ilcongress.com/ 21:17 - Marriott https://www.marriott.com/default.mi 21:18 - Four Seasons https://www.fourseasons.com/ 21:19 - Ritz Carlton https://www.ritzcarlton.com/ 21:20 - Hilton https://www.hilton.com/en/ 23:54 - Havana Cabana https://www.havanacabanakeywesthotel.com/ 34:54 - Goldman Sachs https://www.goldmansachs.com/ 46:01 - Adolphus https://www.adolphus.com/ 52:12 - Pelotonian https://thepelotonian.com/ 52:13 - RTRX https://rtrx.co/ 58:34 - Outlive https://peterattiamd.com/outlive/ 58:44 - Dr. Attia https://peterattiamd.com 1:03:12 - Flax Trust http://flaxtrust.com/ 1:04:39 - Art Rooney https://en.wikipedia.org/wiki/Art_Rooney 🏨✨ 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/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 Transistor: https://www.defininghospitality.live/

On this special re-air episode of Defining Hospitality, we revisit a powerful conversation on people-centric leadership and the enduring value of culture with Marc Bromley, Regional Vice President and General Manager at Four Seasons Hotel Washington, D.C. Drawing from decades in luxury hospitality, and lessons passed down from his father, legendary hotelier Stan Bromley, Marc shares why exceptional guest experiences always start with taking exceptional care of employees. The conversation explores the idea of a true “culture of care” and how it’s built, measured, and sustained. Marc explains how Four Seasons prioritizes employee well-being through clear values, rigorous feedback loops, and biannual employee opinion surveys that are treated as more important than financial or guest satisfaction metrics. The episode also dives into mentorship, hiring for attitude over skill, adapting leadership paths for new generations, and balancing uncompromising standards with empathy and wellness. Takeaways: Prioritize creating a culture of care within your organization. This means placing a high value on caring for employees first, which in turn enhances the customer experience. Implement regular employee opinion surveys (at least twice a year) to gauge employee satisfaction and identify areas for improvement. Take this feedback seriously and create action plans based on the results. Emphasize the importance of attention to detail among your team. Lead by example and teach your team to notice and address small issues before they become big problems. Provide your managers with opportunities to lead by ensuring they are the ones to address issues raised by senior leadership or general managers, rather than bypassing them. Focus on hiring for will and training for skill. Invest in continuous training and development programs that align with your organizational culture. Create a robust feedback mechanism where employees receive regular and constructive feedback. Recognize and reward good performance, and provide support and training where needed. Encourage a work-life balance within your team. Promote wellness initiatives and ensure that employees do not burn out. Quote of the Show: “ Not to say we won't move heaven and earth and create legendary, world-class, luxurious, five-star experiences for our guests, but we openly declare that the employee comes first.” - Marc Bromley Links: LinkedIn: https://www.linkedin.com/in/marcbromley/ Website: https://www.fourseasons.com/ Shout Outs: 1:11 - Stan Bromley https://www.sfgate.com/business/article/A-star-hotelier-bids-a-fond-farewell-Four-2564654.php 1:53 - The Admiral’s Club https://www.aa.com/i18n/travel-info/clubs/admirals-club.jsp 1:54 - San Francisco International Airport https://www.flysfo.com/ 2:23 - Jordan Bromley https://www.linkedin.com/in/jordan-bromley-278742b8/ 7:45 - Wolf Blitzer https://en.wikipedia.org/wiki/Wolf_Blitzer 7:47 - Bill Clinton https://en.wikipedia.org/wiki/Bill_Clinton 9:12 - Ohio State University https://www.osu.edu/ 9:15 - Michigan State University https://msu.edu/ 9:43 - Issy Sharp https://en.wikipedia.org/wiki/Isadore_Sharp 10:06 - Hyatt https://www.hyatt.com/ 11:09 - Peninsula Hotels https://www.peninsula.com/en/default 14:05 - Forbes https://www.forbes.com/ 14:07 - TripAdvisor https://www.tripadvisor.com/ 14:09 - Michelin Guide https://guide.michelin.com/en 40:02 - Mike Tyson https://en.wikipedia.org/wiki/Mike_Tyson 🏨✨ 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/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 Transistor: https://www.defininghospitality.live/

How do you scale hospitality without losing quality, trust, or operational control? In this episode, Dan Ryan sits down with Ashley Ching, Founder & CEO of Inhaven, for a deep dive into the hidden limits of scale in hospitality and vacation rentals. They explore why service-based businesses often face diseconomies of scale, what leaders can learn from the rapid rise and fall of business, and how complexity, not competition, is often the true threat to growth. Ashley also shares how Inhaven is redefining standardization, elevating local expertise, and rebuilding trust in vacation rentals through consistent bed, bath, and kitchen experiences. Takeaways: Know when scale becomes a liability. Not every business benefits from getting bigger, evaluate whether growth will increase cost and complexity instead of efficiency. Reduce complexity early and often. Streamlined markets, clear standards, and simple operations make it easier to maintain quality and respond to change. Invest in strong local operations. Empower teams with on-the-ground knowledge to solve problems quickly and uphold service standards. Standardize what matters most. Consistent bed, bath, and kitchen experiences, or their equivalents in your industry, build trust and reduce operational waste. Grow with discipline, not impulse. Resist “growth for growth’s sake” and prioritize sustainable expansion rooted in quality, clarity, and long-term value. Quote of the Show: “Hospitality is really an expression of honor. It's how you honor yourself, your team, your guests, and your ancestors.” - Ashley Ching Links: LinkedIn: https://www.linkedin.com/in/ashley-ching-inhaven-b56a843/ Inhaven’s Company website: https://inhaven.com/ Inhaven’s Case Study: https://inhaven.com/case-study/ Inhaven’s Instagram: https://www.instagram.com/inhavenkeep/ Ashley’s Website: https://ashleyching.com/ Shout Outs: 3:31 - Ball Corporation https://www.ball.com/ 3:50 - SpaceX https://www.spacex.com/ 3:55 - Tesla https://www.tesla.com/ 7:52 - Ambridge Hospitality https://www.aimbridgehospitality.com/ 7:55 - Vacasa https://www.vacasa.com/ 10:59 - Turnkey https://www.turnkey.com/ 15:08 - Small Giants by Bo Burlingham http://www.smallgiantsbook.com/purchase.html 16:37 - Forney School District in Dallas, TX https://www.forneyisd.net/ 21:20 - Sonder https://www.sonder.com/ 23:43 - Seinfeld https://www.sonypictures.com/tv/seinfeld 24:26 - Pappa’s Restaurant Group https://www.pappas.com/ 26:58 - Extended Stay America https://www.extendedstayamerica.com/ 27:58 - Kool-Aid https://www.kraftheinz.com/kool-aid/products 28:09 - Chick-fil-A https://www.chick-fil-a.com/ 30:35 - Marriott https://www.marriott.com/default.mi 30:36 - Hilton https://www.hilton.com/en/ 31:23 - Hyatt https://www.hyatt.com/loyalty/en-US 31:25 - Hotels.com 31:26 - Expedia https://www.expedia.com/ 31:38 - Airbnb https://www.airbnb.com/ 31:39 - Vrbo https://www.vrbo.com/ 33:14 - Ford https://www.ford.com/ 33:16 - Toyota https://www.toyota.com/ 52:47 - Gold Key Awards https://goldkeyawards.com/ 55:03 - Radical Innovation Ceremony https://www.radicalinnovation.io/insights/radicalinnovation2024-rwej2 55:08 - University of Nevada, Las Vegas https://www.unlv.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/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 Transistor: https://www.defininghospitality.live/

How do you build hospitality experiences, and lead teams, in a way that’s rooted in authenticity, multicultural awareness, and a clear sense of purpose? In this episode, Dan Ryan sits down with Anna Peretz, Director of Architecture, Design, and Construction at Sonesta International Hotels, to explore her journey from the USSR to Israel to the U.S., and how resilience, cultural diversity, and a passion for people shaped her approach to hospitality. Together, they unpack the balance between design and business realities, the role of authenticity in leadership, and the importance of mentoring future talent while maintaining personal well-being. Takeaways: Lead with authenticity. Genuine care builds trust and creates memorable experiences for guests, teams, and partners. Be stubborn about the vision, flexible about the path. Hold your purpose firmly but stay adaptable in how you achieve it. Hire and mentor for values. Prioritize authenticity, curiosity, and passion, not just technical skill, when building and developing teams. Integrate creative and financial thinking. Understanding business fundamentals helps ensure projects deliver real value and avoid costly misalignment. Protect your well-being and relationships. Sustainable leadership requires rest, boundaries, and intentional time for family and personal growth. Quote of the Show: “I am going to be stubborn about my vision, but I'm going to be flexible about the way I'm going to get to it.” - Anna Peretz Connect with Anna: LinkedIn: https://www.linkedin.com/in/anna-peretz-mba-leed-ga-65395034/ Sonesta Hotels Website: https://www.sonesta.com/ Shout Outs: 2:24 - Sonesta International Hotels https://www.sonesta.com/ 6:27 - Marriott https://www.marriott.com/ 6:52 - Edition Hotel Times Square https://www.editionhotels.com/times-square/?cid=PAI_GLB00062XA_GLE000EBH2_GLF000WZAA&gclsrc=aw.ds&gad_source=1&gad_campaignid=14386092909&gbraid=0AAAAABLTXSAe_GAwZjWcjGSzE7cqTuZHu&gclid=Cj0KCQiAosrJBhD0ARIsAHebCNoZOdNNh_E51LUng1nD0CuTzEDGbubsOvSeQd1LUeGTjIjG1raz4SUaApszEALw_wcB 7:54 - Le Labo Perfume https://www.lelabofragrances.com/ 10:38 - Mango https://shop.mango.com/us/en/h/home 21:05 - Nike https://www.nike.com/ 32:35 - Who: The A Method for Hiring by Geoff Smart https://geoffsmart.com/books/who-the-a-method-for-hiring/ 32:50 - Top Grading by Bradford D. Smart https://topgrading.com/books 37:36 - Marymount Manhattan College https://www.mmm.edu/ 37:48 - Restoration Hardware https://rh.com/us/en/ 45:44 - Simon Sinek Ted Talk https://www.youtube.com/watch?v=u4ZoJKF_VuA 53:51 - Pinterest https://www.pinterest.com/ 55:40 - Microsoft Excel https://excel.cloud.microsoft/ 🏨✨ 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/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 Transistor: https://www.defininghospitality.live/

How do you decide where, and whether, to grow in a way that’s strategic, sustainable, and aligned with your organization’s values? In this episode, Dan Ryan sits down with Paul Sacco, Chief Growth and Development Officer at PM Hotel Group, to unpack the real thought process behind geographic expansion, from evaluating new markets to choosing the right partners. Paul reveals why his team rejects “growth for growth’s sake” and instead relies on a collaborative, intentional model that brings every voice to the table. He breaks down how they assess operational readiness, including whether nearby assets and staff can support a new deal, and why the quality of the asset, and their ability to truly add value, must pass a high bar. Dan and Paul also explore the importance of long-term owner satisfaction and why alignment in mindset and values is essential before entering any new relationship. This is a grounded look at strategic expansion, operational discipline, leadership, and building partnerships that last. Takeaways: Growth must be intentional. Expansion only works when it aligns with long-term vision, not just short-term metrics. Collaboration strengthens decisions. Involving diverse internal stakeholders leads to more thoughtful, well-rounded evaluations. Operational readiness is non-negotiable. Entering a market requires existing coverage or the ability to provide hands-on, high-quality oversight. Pick opportunities where you can add real value. Focus on assets where your operational expertise creates meaningful impact for owners. Choose aligned partners. Working with owners who share your mindset and values builds trust, longevity, and mutually beneficial growth. Quote of the Show: “Hospitality isn’t just something we do. Ultimately, it’s who we are. I think it rewards empathy, resilience, and creativity." - Paul Sacco Links: LinkedIn: https://www.linkedin.com/in/paulsaccolnkd/ PM Hotel Group website: https://pmhotelgroup.com/ Reach out to Paul: psacco@pmhotelgroup.com Shout Outs: 3:57 - PM Hotel Group https://pmhotelgroup.com/ 4:33 - Starwood Hotels and Resorts https://www.starwoodhotels.com/ 14:23 - Marriott https://www.marriott.com/default.mi 14:24 - Hilton https://www.hilton.com/en/ 14:27 - Hyatt https://www.hyatt.com/loyalty/en-US 14:28 - IHG https://www.ihg.com/hotels/us/en/reservation 14:29 - Cambria by Choice Hotels https://www.choicehotelsdevelopment.com/our-brands/upscale/cambria 32:02 - Kimpton by IHG https://www.ihg.com/kimptonhotels/hotels/us/en/reservation?adobe_mc=MCMID%3D43892042454798006989222247485972863449%7CMCORGID%3D8EAD67C25245B1870A490D4C%2540AdobeOrg%7CTS%3D1764601036 32:05 - Regent Hotels https://www.ihg.com/regent/hotels/us/en/reservation 38:31 - Tideline Palm Beach Ocean Resort and Spa https://tidelineresort.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/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 Transistor: https://www.defininghospitality.live/

How do architects create airports that feel human, intuitive, and welcoming while juggling regulations, budgets, and countless stakeholders? In this episode, Dan Ryan sits down with John Anthal, Principal and Aviation Sector Leader at Mancini Duffy, to unpack the hidden complexity of airport design, the evolving meaning of hospitality in aviation, and how leadership, technology, and culture shape the future of large-scale infrastructure. John pulls back the curtain on what it really takes to design terminals for millions of travelers, from Lufthansa’s JFK lounge to major Port Authority projects, while keeping the end user at the center. They explore human-scale design in massive public spaces, the tension between grand architecture and comfort, how AI and new tools are transforming the studio, and why empowering young designers leads to the most innovative ideas. This is a deep dive into architecture, hospitality, leadership, and the future of air travel, grounded in real-world lessons from one of the industry’s most experienced aviation designers. Takeaways: Airport projects are full of regulations, politics, and competing priorities but success hinges on never losing sight of the end user. Human-scale touches and thoughtful amenities transform overwhelming spaces into welcoming ones. Creating comfort in aviation means understanding diverse travelers and reinforcing brand through design. Small cultural cues, like Lufthansa’s pickle bar, build familiarity and ease. U.S. airports often struggle with outdated systems and tight sites. Long project timelines require forward-thinking, adaptable planning that anticipates future technologies and growth. Entrepreneurial thinking drives new opportunities. Employees are encouraged to pitch new business ideas and build new verticals, creating a culture where initiative is celebrated. Technology is an enabler, not a replacement. AI tools and modern platforms like Revit enhance creativity and efficiency, helping teams visualize ideas faster and communicate them more powerfully. Quote of the Show: “Learning more from other clients helps us solve problems for our existing clients in ways we hadn’t thought about before. It’s about a diversity of knowledge in a niche market.” - John Anthal Links: John’s LinkedIn: https://www.linkedin.com/in/john-anthal-98849b103/ Mancini Duffy Company website: https://www.manciniduffy.com/ Mancini Duffy Instagram: https://www.instagram.com/mancini_duffy/ Shout Outs: 1:57 - Defining Hospitality Episode with Christian Giordano https://www.youtube.com/watch?v=CtU_jwh2YDI 2:21 - Entrepreneurs Organization https://eonetwork.org/ 2:31 - Mancini Duffy https://www.manciniduffy.com/ 3:24 - New York/New Jersey Port Authority https://www.panynj.gov/port-authority/en/index.html 6:08 - Lufthansa https://www.lufthansa.com/us/en/homepage 6:10 - John F. Kennedy Airport https://www.jfkairport.com/ 6:26 - LaGuardia Airport https://www.laguardiaairport.com/ 8:38 - Newark Airport https://www.newarkairport.com/ 8:48 - American Airlines https://www.aa.com/homePage.do 10:39 - Air Canada aircanada.com 16:27 - Grimshaw https://grimshaw.global/ 19:35 - Hong Kong International Airport https://www.hongkongairport.com/ 26:01 - Washington Subway System https://www.wmata.com/service/rail/ 28:52 - AutoCAD https://www.autodesk.com/ 35:29 - FAA https://www.faa.gov/ 35:37 - Boeing https://www.boeing.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/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 Transistor: https://www.defininghospitality.live/

What happens when hospitality shifts from serving to empowering, when chefs become creators, not just cooks? In this episode, Dan Ryan sits down with Emmie Nostitz and Zach Knight, co-founders of Tivity, a platform redefining private dining by connecting clients with talented chefs for personalized in-home and venue experiences. Together, they explore how Tivity empowers chefs to run their own businesses, foster creativity, and bring hospitality back to its human roots. Emmie and Zach share how Tivity began as a passion project and evolved into a chef-centered movement operating across the U.S. and abroad. They discuss their philosophy of quality over quantity, the delicate balance between technology and personal connection, and why thoughtful growth matters more than rapid expansion. From intimate dinners to large-scale events, they reveal how every experience becomes a creative collaboration, crafted with care, trust, and authenticity. You’ll hear insights on what it means to empower creators, how to manage expectations gracefully, and why true hospitality begins with empathy and human connection. Tivity’s story offers a blueprint for sustainable growth, purpose-driven leadership, and a reimagined future for dining. Takeaways: By centering chefs and giving them creative control, Tivity transforms both the chef and guest experience. When people feel trusted and supported, creativity and quality naturally flourish. Managing expectations, listening deeply, and fostering genuine connection are at the heart of every memorable event. True care and empathy turn a simple dinner into an unforgettable experience. Sustainable success comes from prioritizing trust, quality, and cultural integrity over rapid scaling. Tivity’s slow, deliberate growth proves that meaningful relationships outlast quick wins. Smart systems streamline operations, but they can’t replace the power of personal touch. Tivity uses technology to enhance connection—not to automate it away. The founders envision a world where booking a private chef is as easy as ordering takeout. By making chef-led experiences accessible and personal, they’re reshaping how we think about dining and hospitality. Quote of the Show: “There’s nothing more intimate and human than someone coming into your home, creating a meal, and then sharing that meal.” - Emmie Nostitz “If the chef has the tools they need to execute a meal, which is their passion or their pursuit, then they’re going to crush it.” - Zach Knight Links: LinkedIn Zach’s LinkedIn: https://www.linkedin.com/in/zach-knight-3916931bb/ Emmie’s LinkedIn: https://www.linkedin.com/in/emmie-nostitz-23b2545/ Company website: https://www.thetivity.com/ Instagram Emmie’s Instagram: https://www.instagram.com/emmienostitz/ Tivity’s Instagram: https://www.instagram.com/the_tivity/ Shout Outs: 8:39 - SharkTank https://abc.com/show/535e2b07-18a9-4d94-9803-9ed8257b9d23 8:46 - Uber https://www.uber.com/ 25:18 - Small Giants by Bo Berlinggain https://www.amazon.com/Small-Giants-Companies-Instead-10th-Anniversary/dp/014310960X 26:40 - Zingerman’s https://www.zingermans.com/ 32:36 - Uber Eats https://www.ubereats.com/ 32:37 - Seamless https://www.seamless.com/ 33:02 - Nobu https://noburestaurants.com/ 38:11 - Uchi Restaurant Group https://www.uchirestaurants.com/ 38:45 - Adobe Illustrator https://www.adobe.com/products/illustrator.html 42:10 - Aspen Mountain https://www.aspensnowmass.com/ 53:2 - Shoe Dog: A Memoir by the Creator of Nike https://www.amazon.com/Shoe-Dog-Memoir-Creator-Nike/dp/1501135910 56:46 - Google https://www.google.com/ 59:03 - OpenTable https://www.opentable.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/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 Transistor: https://www.defininghospitality.live/

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 Ferebee Links: 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/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 Transistor: 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 Stern Links: 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/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 Transistor: https://www.defininghospitality.live/