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/

What does carbon-positive hospitality look like? 

In this episode, Dan Ryan talks with Jon Buerge, CEO of Urban Villages, about Populus, the world’s first carbon-positive hotel, and how sustainability is reshaping hospitality from the ground up. They explore how design, materials, and mindset can transform guest experiences, strengthen brand loyalty, and create long-term business value.

Jon shares the story behind Populus and the vision driving Urban Villages’ sustainable developments. He defines hospitality as a selfless pursuit of extraordinary experiences and explains why true hospitality must include care for the planet. From innovative building materials like fly ash concrete to transparent, guest-facing sustainability efforts, Jon and Dan discuss how Populus is redefining what it means to host with purpose.

Takeaways:

• True hospitality is rooted in empathy and selfless guest care, with sustainability at its core.
• Populus Hotel was designed to leave the planet better than it was found through carbon-positive innovation.
• Sustainability enhances business performance by lowering costs and increasing guest loyalty.
• The hospitality industry must evolve beyond rigid policies to embrace flexible, holistic sustainability solutions.
• Investors are increasingly prioritizing sustainable projects that align with long-term environmental goals.
• Consumer demand, especially among younger generations, is driving the industry toward greener practices.

Quote of the Show:

“Hospitality is the kind of unwavering and selfless pursuit of an extraordinary experience for a guest” - Jon Buerge

Links:

• LinkedIn: https://www.linkedin.com/in/jon-buerge-95229118/  
• Company website: https://urban-villages.com/  
• Populus Denver: https://populusdenver.com/ 
• Populus Seattle: https://populusseattle.com/ 
• Instagram: https://www.instagram.com/urban.villages/ 

Shout Outs:

• 9:25 - Populus Hotel https://populusdenver.com/ 
• 15:16 - McKinsey Study https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/talk-is-cheap-how-much-will-consumers-really-pay-for-green-products 
• 15:27 - Bookings.com study https://news.booking.com/bookingcoms-2025-research-reveals-growing-traveler-awareness-of-tourism-impact-on-communities-both-at-home-and-abroad/ 
• 16:35 - Patagonia https://www.patagonia.com/home/ 
• 18:45 - Denver Office of Climate Change https://denvergov.org/Government/Agencies-Departments-Offices/Agencies-Departments-Offices-Directory/Climate-Action-Sustainability-and-Resiliency 
• 23:33 - Aparium https://www.aparium.com/ 
• 28:18 - Lead Certification https://www.epa.gov/lead/getcertified 
• 29:05 - Metropolis Magazine https://metropolismag.com/ 
• 32:15 - Mind Click https://www.mindclick.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/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 structure and systems actually make hospitality feel more human?

Yann de Rochefort, founder of Boqueria Restaurants, has spent the last 20 years redefining what modern hospitality feels like. From a single tapas bar in Manhattan to beloved locations across the U.S., Yann has built a restaurant brand rooted in warmth, culture, and design, all while keeping the experience consistent and deeply human. Yann shares how structure creates freedom, why culture matters more than any single person, and how intentional design can make every guest feel at home the moment they walk in. He also opens up about scaling Boqueria through stormy seas, building resilient teams, and leading with purpose in one of the toughest industries around.

Takeaways: 

• Build strong habits and systems in your work or business. This structure provides the freedom to improvise and be creative when needed.
• Prioritize genuine human connection over transactional interactions. Listen, observe, and tailor your approach to each individual’s needs.
• People may come and go, but a strong, clearly defined culture anchored in real values, beliefs, and rituals will sustain and grow your organization.
• Don’t just put values on a wall. Integrate them into daily language, feedback, and rituals so they become part of your team’s identity and decision-making.
• When expanding or collaborating, ensure alignment in values, energy, and target audience. Don’t compromise on what makes your brand unique.
• The hospitality industry offers steep career paths for those willing to learn and work hard. Invest in training and provide opportunities for advancement.
• Sometimes the simplest products (like dates wrapped in bacon) become customer favorites. Don’t overlook the power of doing simple things exceptionally well.

Quote of the Show:

“What distinguishes hospitality from a transaction is the human connection.” - Yann de Rochefort

Links:

• LinkedIn: https://www.linkedin.com/in/yann-de-rochefort-1050771/ 
• Website: https://boqueriarestaurant.com/ 
• Book Link: https://a.co/d/5LmLh57 

Shout Outs:

• 1:07 - James Beard Foundation https://www.jamesbeard.org/ 
• 2:05 - AC Hotels https://ac-hotels.marriott.com/ 
• 2:24 - Schnippers https://www.schnippers.com/location/schnippers-times-square/ 
• 3:12 - Dave Trost https://davetrostdesign.com/ 
• 5:30 - Ethan Gabany https://www.linkedin.com/in/egabany/ 
• 5:37 - Hyatt https://www.hyatt.com/loyalty/en-US 
• 5:55 - Bon Appetit Magazine https://www.bonappetit.com/ 
• 5:58 - Houston/Hillstone’s https://www.houstons.com/ 
• 13:56 - Meyer Davis https://www.meyerdavis.com/ 
• 18:11 - Will Meyer https://www.linkedin.com/in/will-meyer-7685677/ 
• 22:45 - Mike Tyson https://en.wikipedia.org/wiki/Mike_Tyson 
• 26:15 - Ritz Carlton https://www.ritzcarlton.com/ 
• 28:38 - Mark Green https://www.linkedin.com/in/coachmarkgreen/ 
• 36:48 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 
• 36:53 - Moxy https://moxy-hotels.marriott.com/ 
• 36:57 - W Hotels https://w-hotels.marriott.com/ 
• 43:02 - Entrepreneurs’ Organization https://eonetwork.org/ 
• 45:52 - Setting the Table https://a.co/d/fvTjMA9 
• 45:54 - Danny Meyer https://www.ushg.com/team/danny-meyer 
• 45:58 - Union Square Cafe https://www.unionsquarecafe.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/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 makes hospitality design truly memorable?

Today, Dan is joined by James Lee, Hospitality Managing Director and Design Principal at IA Interior Architects. James discusses the blurring lines between architecture and interior design in the context of hospitality, emphasizing the emotional impact of interior spaces. They explore the unique focus of IA on creating immersive and memorable experiences through design. James shares insights on the importance of understanding local culture for international projects, the role of social media in contemporary design research, and the significance of budget considerations in executing successful hospitality projects. Additionally, the conversation highlights the team's innovative approach, exemplified by their radical innovation project, 'The Passage,' aimed at repurposing abandoned railway lines into sustainable hotel destinations. James discusses the collaborative efforts within IA and emphasizes nurturing young talent to drive creative and impactful design solutions.

Takeaways: 

• Blur the lines between architecture and interiors to create seamless, holistic hospitality experiences that connect with both the mind and the heart.
• Lead with storytelling in your design process. A powerful narrative makes spaces resonate emotionally and ensures people remember the moments they experience there.
• Involve local culture and community in your projects by researching social media, visiting neighborhoods, and identifying authentic “sense of place” elements to celebrate.
• Engage trusted partners early (lighting, FF&E, or case goods specialists) to ground your creative vision in realistic budgets and avoid costly redesign cycles.
• Dedicate a portion of time each week to innovation. Even two hours of “white space” thinking can spark ideas that transform projects and strengthen team collaboration.
• Mentor younger designers by channeling their raw creativity into workable solutions, blending fresh energy with experienced guidance to push design forward.
• Treat sustainability as both a design principle and a responsibility. Look for ways to repurpose structures, reduce waste, and give back to the community through your projects.

Quote of the Show:

“ Let's not try to hit the brain, let’s try to hit the heart.  Let the story really relate to what we wanna say, not just literally, but emotionally.” - James Lee

Links:

• LinkedIn: https://www.linkedin.com/in/james-lee-6430ab71/ 
• Website: https://interiorarchitects.com/ 
• Radical Innovation Voting Form: https://form.typeform.com/to/BoqOp3CR?typeform-source=www.radicalinnovation.io 

Shout Outs:

• 1:30 - Four Seasons https://www.fourseasons.com/ 
• 1:31 - Ritz-Carlton https://www.ritzcarlton.com/ 
• 1:32 - Marriott International https://www.marriott.com/default.mi 
• 12:33 - Incline Village https://en.wikipedia.org/wiki/Incline_Village,_Nevada 
• 17:38 - Radical Innovations https://www.radicalinnovation.io/ 
• 18:03 - The Passage https://vimeo.com/1117799335?fl=pl&fe=vl 
• 41:25 - Veronica Givone https://www.linkedin.com/in/veronica-givone-1234bba/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/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 luxury design meets the wild?

Award-winning designer, Graeme Labe, Managing Partner and Chief Design Officer at Luxury Frontiers, shares how he’s redefining hospitality by crafting experiences that connect people deeply to nature, while championing sustainability and community. Graeme shares his journey from traditional hospitality design to founding Luxury Frontiers, which focuses on creating unique, luxurious experiences in remote locations. The conversation covers topics such as the importance of experiential hospitality, the challenges of working in remote environments, and the role of sustainability and community engagement in their projects. Graeme also discusses the innovation culture within his team, their participation in the Radical Innovation Award, and the significance of site-specific design.

Takeaways: 

• Focus on creating unique, immersive experiences that connect guests to their environment, rather than just providing traditional luxury.
• Design experiences that gently push guests out of their comfort zones, allowing them to grow while still feeling safe and cared for.
• Integrate sustainability into every aspect of your projects: from site selection and building materials to community engagement and ongoing operations.
• Foster a culture of innovation within your team. Set up internal labs or competitions to encourage experimentation with new materials and ideas.
• Use natural materials and let the surrounding environment take center stage in your designs. Break down barriers between indoors and outdoors to enhance biophilic experiences.
• Thoughtfully integrate technology to improve comfort and accessibility, but also create opportunities for guests to disconnect and fully immerse themselves in the experience.
• Treat logistical, regulatory, and environmental constraints as opportunities to innovate and improve your designs.

Quote of the Show:

“ It’s those moments that take you out of your comfort zone, when you’re truly immersed in a place, that change your life. That’s the kind of experience we try to design for.” - Graeme Labe

Links:

• LinkedIn: https://www.linkedin.com/in/graeme-labe-a0332b19/ 
• Website: https://www.luxury-frontiers.com/ 
• Instagram: https://www.instagram.com/luxury_frontiers/ 

Shout Outs:

• 1:16 - Radical Innovation https://www.radicalinnovation.io/ 
• 1:53 - AHEAD Awards https://www.aheadawards.com/ 
• 5:26 - The Lion King https://en.wikipedia.org/wiki/The_Lion_King 
• 7:08 - Orient Express Hotels https://www.orient-express.com/hotels 
• 9:47 - Volkswagen https://www.vw.com/en.html 
• 9:48 - Coleman https://www.coleman.com/ 
• 22:16 - Luca Franco https://www.linkedin.com/in/luca-franco-5507b311/ 
• 28:18 - Blue Sky Award https://www.blueskyawards.com/en/ 
• 30:41 - Anomien Smith https://www.linkedin.com/in/anomien-smith-73917715/ 
• 35:02 - The Crown https://en.wikipedia.org/wiki/The_Crown_(TV_series) 
• 35:05 - King George https://en.wikipedia.org/wiki/George_III 
• 35:09 - Queen Elizabeth https://en.wikipedia.org/wiki/Elizabeth_II 
• 41:34 - Hirsch Bedner https://hba.com/ 
• 41:45 - Michael Bedner https://hba.com/legacy/ 
• 50:59 - Six Senses https://www.sixsenses.com/en/ 
• 51:04 - Ritz Carlton https://www.ritzcarlton.com/ 
• 51:06 - Marriott https://www.marriott.com/default.mi 
• 51:07 - Four Seasons https://www.fourseasons.com/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/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 take to lead a hotel company through constant headwinds while still inspiring teams and delivering exceptional guest experiences?

Today Dan interviews Scott Roby, President of Pacifica Hotels, to explore the state of the hospitality industry. They discuss the importance of focusing on controllable aspects of business, such as team and guest care, amid economic headwinds and legislative challenges in California. Scott shares insights on Pacifica's strategy of balancing ownership and third-party management, the value of maintaining a strong company culture, and the critical role of technology in the industry. The conversation also touches upon the future prospects and financial strategies for 2026 and beyond, emphasizing a meticulous approach to cost management and team accountability.

Takeaways: 

• Encourage team members to share where they’re stuck or what could make their jobs better. Leaders should model vulnerability and ask focused questions like, “What’s one thing I can do to make your job easier?”
• Embrace technology and AI to streamline operations and enhance guest experiences. Use tech to remove rote tasks, freeing up staff for more meaningful guest interactions.
• When working with third-party owners or management partners, ensure alignment in values and culture. Have honest conversations early to avoid misfits that can erode company culture.
• Monitor both macro and micro trends in your market. Be prepared to pivot operations, staffing, and capital allocation as needed to respond to changing conditions.
• Build a culture of accountability. Be direct, give open feedback, and focus on solutions. Transparency with owners and team members builds trust and drives better results.
• Offer opportunities for team members to advance within your organization, which helps with retention and creates a stronger, more flexible workforce.
• At its core, hospitality is about making people feel safe, seen, and heard. Whether with guests or team members, focus on building relationships and delivering care.

Quote of the Show:

“A hotel management company is its people. The quality of the company is first and foremost about the people that they have on their team and how they're leading and inspiring the hotel teams.” - Scott Roby

Links:

• LinkedIn: https://www.linkedin.com/in/scottroby/ 
• Website: https://www.pacificahotels.com/ 

Shout Outs:

• 1:04 - Storyteller Hospitality https://storytellerhospitality.com/ 
• 1:08 - Evolution Hospitality https://www.evolutionhospitality.com/ 
• 2:52 - Independent Lodging Conference https://ilcongress.com/ 
• 15:51 - The Serenity Prayer https://www.praywithme.com/serenity-prayer.html 
• 17:27 - Tapestry Hotels https://www.hilton.com/en/brands/tapestry-collection/ 
• 17:28 - Hilton https://www.hilton.com/en/ 
• 20:01 - World Cup https://www.fifa.com/en/tournaments/mens/worldcup/canadamexicousa2026 
• 55:00 - Smith Travel https://smith.travel/ 
• 55:01 - Hotel Data Conference https://www.hoteldataconference.com/event/89ca421c-aff8-4d2b-a772-c71c8d0bf627/home 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/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/

Is EQ more important than IQ when it comes to hospitality?

Today, Manish Puri, General Manager of the Regent Hotels and Resorts Bali, joins Dan to dive into key topics in the industry, such as sustainability, community, and leadership. They discuss the essence of hospitality, differentiating it from mere service, and delve into the concept of regenerative hospitality and sustainability. Manish shares insights from his career at prestigious hotel brands like Oberoi, Burj Al Arab, Six Senses, and Regent Bali. They explore how sustainability initiatives can transform the industry, turning cost centers into investment centers, and the importance of heartfelt service. The conversation also covers the challenges of opening and managing new hotels and the impact of leadership and open-heartedness in inspiring younger generations in the hospitality industry.

Takeaways: 

• Embrace regenerative practices by viewing waste as an opportunity to create value, turning sustainability efforts into investments rather than costs.
• Lead by example and integrity. Your actions are always being observed, so inspire others by consistently doing the right thing, even when no one is watching.
• Pay attention to the small details in your work. Excellence is built on thousands of thoughtful, consistent actions rather than a single grand gesture.
• Foster a culture of genuine care and positivity. Small acts of kindness and authentic smiles can create a powerful ripple effect throughout your organization.
• Design guest programs that encourage visitors to give back to the local community, such as volunteering or sharing their expertise, creating a positive impact beyond their stay.
• Treat sustainability initiatives as opportunities for investment and growth, not just as expenses. Find ways to turn environmental responsibility into tangible value.

Quote of the Show:

“ A luxury brand has to have that caring side of it. Caring for the environment, caring for all stakeholders, caring for the community. Without it, you are not a complete hotel.” - Manish Puri

Links:

• LinkedIn: https://www.linkedin.com/in/manish-puri-36241231/ 
• Instagram: https://www.instagram.com/manpuri/ 
• Website: https://www.ihg.com/regent/hotels/us/en/reservation 

Shout Outs:

• 1:15 - Oberoi Hotels and Resorts https://www.oberoihotels.com/ 
• 1:16 - Burj Al Arab https://www.jumeirah.com/en/Stay/Dubai/Burj-Al-Arab-Jumeirah 
• 1:17 - Potato Head https://seminyak.potatohead.co/ 
• 1:22 - Six Senses https://www.sixsenses.com/en/ 
• 2:28 - IHG https://www.ihg.com/hotels/us/en/reservation 
• 2:30 - Kimpton https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 
• 2:33 - Intercontinental https://www.ihg.com/intercontinental/hotels/us/en/reservation 
• 5:10 - Beverly Wilshire https://www.fourseasons.com/beverlywilshire/ 
• 5:12 - Pretty Woman https://en.wikipedia.org/wiki/Pretty_Woman 
• 5:48 - Four Seasons https://www.fourseasons.com/ 
• 5:49 - Jim Brown https://www.linkedin.com/in/jim-brown-718240a/ 
• 22:42 - TripAdvisor https://www.tripadvisor.com/ 
• 28:45 - Tom Cruise https://en.wikipedia.org/wiki/Tom_Cruise 
• 28:52 - Grand Hyatt https://www.hyatt.com/grand-hyatt/en-US 
• 28: 53 - Kempinski Palace https://www.kempinski.com/en/palace-portoroz 
• 29:02 - University of Oxford https://www.ox.ac.uk/ 
• 29:02 - Cornell University https://www.cornell.edu/ 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/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 a hotel developer moves from building Hampton Inns to creating lifestyle hotels with fire pits and Michelin-starred restaurants?

Today’s guest is a returning guest, Stephen Wendell, Co-Founder and CEO of Mountain Shore Properties. They explore the shift from select-service properties to luxury and lifestyle hotels, examining the business dynamics and guest experiences that differentiate these segments. Steven shares insights on building independent lifestyle hotels, dealing with construction challenges, financing, and the pivotal role of major brands and creative freedom. They also discuss the evolving demands of younger travelers and the potential for lifestyle hotels to serve as cultural hubs. The conversation touches on financing strategies, the impact of current economic conditions, and the balance between guest experience and profitability.

Takeaways: 

• The most successful hospitality projects prioritize unique, memorable experiences for guests, which can lead to long-term loyalty and word-of-mouth growth.
• Each project is a learning opportunity. Apply lessons from past mistakes to improve future outcomes and avoid repeating errors.
• Consider a mix of select service and lifestyle/boutique properties to balance stability with higher-reward opportunities.
• Affiliation with major brands can make financing easier and provide valuable marketing/distribution support, but weigh the costs and benefits carefully.
• The best hotels become hubs for both guests and locals. Create spaces and experiences that attract both groups.
• Younger travelers value experiences over points. Offer unique, local collaborations and experiences to attract and retain this demographic.
• Hospitality is a long-term business. Set expectations with investors and partners accordingly, and operate with a long-term mindset.

Quote of the Show:

“Some people quit in the messy middle. We’ve pushed through, and now we know what to do and how to do it.” - Stephen Wendell

Links:

• LinkedIn: https://www.linkedin.com/in/stephen-wendell-5417291a/ 
• Website: https://mountainshoreproperties.com/ 

Shout Outs:

• 1:18 - Philadelphia Eagles https://www.philadelphiaeagles.com/ 
• 2:00 - Camptown https://mountainshoreproperties.com/project/camptown-leeds-ny/ 
• 3:56 - Airbnb https://www.airbnb.com/ 
• 4:14 - Hyatt https://www.hyatt.com/ 
• 4:15 - Dream https://www.hyatt.com/dream-hotels 
• 4:16 - The Standard https://www.hyatt.com/the-standard/en-US 
• 4:17 - Bunkhouse https://www.hyatt.com/bunkhouse-hotels/en-US/explore 
• 4:18 - Hilton https://www.hilton.com/en/ 
• 4:19 - Graduate https://www.hilton.com/en/brands/graduate-hotels/ 
• 4:22 - Nomad https://www.hilton.com/en/brands/nomad-hotels/ 
• 4:23 - Marriott https://www.marriott.com/default.mi 
• 5:09 - Courtyard https://courtyard.marriott.com/ 
• 5:17 - Hotel Genevieve https://mountainshoreproperties.com/project/hotel-genevieve-louisville-ky/ 
• 7:20 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 
• 13:00 - Gary Vaynerchuk https://en.wikipedia.org/wiki/Gary_Vaynerchuk 
• 13:50 - Steve Jobs https://en.wikipedia.org/wiki/Steve_Jobs 
• 13:52 - Bill Gates https://en.wikipedia.org/wiki/Bill_Gates 
• 13:53 - Jeff Bezos https://en.wikipedia.org/wiki/Jeff_Bezos 
• 14:49 - James Beard https://en.wikipedia.org/wiki/James_Beard 
• 17:18 - AC Hotels https://ac-hotels.marriott.com/ 
• 18:07 - Independent Lodging Congress https://ilcongress.com/ 
• 18:18 - Deutsche Bank https://www.db.com/ 
• 18:20 - Bank of America https://www.bankofamerica.com/ 
• 22:31 - Vanguard https://investor.vanguard.com/ 
• 22:32 - John Bogle https://en.wikipedia.org/wiki/John_C._Bogle 
• 23:09 - JDV https://www.hyatt.com/jdv-by-hyatt/en-US/explore 
• 24:08 - IHG https://www.ihg.com/hotels/us/en/reservation 
• 24:12 - Vignette https://www.ihg.com/vignettecollection/hotels/us/en/reservation 
• 25:29 - Waldorf Astoria https://www.hilton.com/en/brands/waldorf-astoria/ 
• 34:40 - Ritz Carlton https://www.ritzcarlton.com/ 
• 45:57 - Jerome Powell https://en.wikipedia.org/wiki/Jerome_Powell 
• 52:26 - Paul Volcker https://en.wikipedia.org/wiki/Paul_Volcker 
• 54:59 - Costa Susana https://costasusana.com/en/ 
• 56:20 - Hotel Saint Cecilia https://www.bunkhousehotels.com/hotel-saint-cecilia 
• 56:47 - Regent Hotels https://www.ihg.com/regent/hotels/us/en/reservation 

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/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/po...