What does it take to manage 420 apartments and create a million memorable moments? 

On this episode, host Dan Ryan sits down with Sebastián Torres-Calderón, the CEO of Stay U-nique, an award-winning short-term rental company in Spain. Sebastián shares his journey from customer journey intern to CEO and reveals how implementing the Entrepreneurial Operating System (EOS) helped his company not only survive the chaos of COVID but quadruple in size. The conversation dives deep into how Stay U-nique uses data and technology to create a frictionless guest experience, the challenges of a rapidly evolving industry, and the political headwinds facing the short-term rental market. Sebastián offers a unique perspective on the debate between prohibition and regulation and provides a powerful case for why collaboration between the private and public sectors is the key to solving housing inventory issues.

Takeaways: 

• Track key metrics (KPIs) across all departments, not just leadership, to identify and address recurring issues. Use data to drive improvements in guest experience, operations, and communication.
• Use frameworks such as the Entrepreneurial Operating System (EOS) to set clear goals, break them into manageable projects (“rocks”), and review progress regularly. Involve the entire team in the process for maximum impact.
• Don’t be afraid to make mistakes, learn, and adapt. Regularly test new approaches, measure their impact, and iterate quickly. 
• Use technology to streamline operations (e.g., remote locks, cleaning apps) and enhance the guest experience, but ensure it remains personal and responsive.
• Success takes time and consistent effort. Focus on long-term growth rather than immediate results.
• Empower every team member with ownership of projects and clear goals to drive company-wide improvement.

Quote of the Show:

“To take that time and make it something that they will remember forever, and get to do that every day, that's amazing.” - Sebastián Torres-Calderón

Links:

• LinkedIn: https://www.linkedin.com/in/sebasti%C3%A1n-torres-calderon-serkovic-310044121/ 
• Website: https://www.stay-u-nique.com/en/ 

Shout Outs:

• 0:53 - World Travel Awards https://www.worldtravelawards.com/ 
• 10:46 - EOS https://www.eosworldwide.com/ 
• 12:02 - Airbnb https://www.airbnb.com/ 
• 13:43 - Traction https://amzn.to/4fEGOTZ 
• 13:43 - Gino Wickman https://www.ginowickman.com/ 
• 14:53 - Mitcham Rentals https://www.mitchamgrouprentals.com/ 
• 16:23 - Enrique Alcántara https://www.linkedin.com/in/enrique-alc%C3%A1ntara-b9623b/ 
• 24:28 - What the Heck is EOS? https://amzn.to/4fGGXGC 
• 40:49 - Sonder https://www.sonder.com/ 
• 40:56 - Marriott https://www.marriott.com/default.mi 

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

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/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 develop a host mindset?

Today, Dan dives into the transformative principles of the 'host mindset' with Steve Fortunato, founder of roomforty and the Fig House. Steve shares his journey from a restaurateur and caterer to becoming an influential leadership facilitator, emphasizing the importance of making others feel valued. The conversation highlights the impact of hospitality in business, practical strategies to foster engagement, and the significance of personal growth and generosity-driven cultures. This episode is a deep exploration of how hospitality principles can enhance both personal and professional interactions, creating a kinder and collaborative environment.

Takeaways: 

• Approach every interaction, whether with clients, colleagues, or customers, with the intention to make others feel valued and cared for.
• Define a small set of practical, non-aspirational values that are deeply linked to your mission and vision. Integrate them into hiring, training, and daily operations.
• Seek out coaches, mentors, or peer groups who challenge you and help you grow. Stay open to learning and feedback.
• Give value first, without expecting immediate returns. Trust that value will come back to you through the virtuous cycle of generosity.
• Apply hospitality beyond the industry. Use these principles in any field or relationship.
• Even in gig-based or temporary workforces, make people feel important and included to inspire better performance and loyalty.
• Recognize that mastery is a journey, not a destination. Stay humble, coachable, and always strive to be better.

Quote of the Show:

“ I don't believe hospitality is an industry. I believe it's a virtue.” - Steve Fortunato

Links:

• LinkedIn: https://www.linkedin.com/in/steve-fortunato-3b990516/ 
• Website: https://stevefortunato.com/ 
• Book Link: https://amzn.to/45zaddw 

Shout Outs:

• 0:38 - The Fig House https://www.fighousela.com/ 
• 5:48 - Patina Group https://www.patinagroup.com/ 
• 6:01 - Wolfgang Puck Catering https://wolfgangpuckcatering.com/ 
• 14:49 - Bill Clinton https://en.wikipedia.org/wiki/Bill_Clinton 
• 14:53 - Bob Hope https://en.wikipedia.org/wiki/Bob_Hope 
• 24:39 - John F Kennedy https://en.wikipedia.org/wiki/John_F._Kennedy 
• 43:44 - Toyota https://www.toyota.com/ 
• 57:28 - DC Structures https://dcstructures.com/ 

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

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/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 is the power of providing unique experiences?

Today, Dan chats with the Co-Founders of Reset Hotels, Ben Uyeda and Adam Wininger, about their unique hotel venture designed for the next generation of conscious travelers. Ben and Adam share insights from their journey in hospitality, emphasizing the importance of midweek group bookings for corporate and wellness retreats, and creating meaningful, immersive experiences in the vast, open spaces of Joshua Tree. The conversation explores the concept of 'reset' in hospitality, the value of modular construction in remote areas, and future visions including art installations, unique retreats, and potentially an interplanetary hotel. Join the conversation as they discuss how thoughtful design and unique experiences can transform simple stays into unforgettable journeys.

Takeaways:

• Excellence in hospitality (and any field) comes from attention to detail and continuous improvement—strive to perfect the small things, not just the big vision.
• Make sure you’re intentional about the guest experience. Always consider how you want people to feel during and after their experience with you, whether in hospitality, business, or daily life.
• Prioritize midweek group and retreat bookings. They are a key driver of business success.
• Be willing to evolve your ideas and operations as you learn from real-world experience. The best concepts often emerge from adapting to changing circumstances.
• Move beyond generic spaces—offer unique, authentic moments (like outdoor activities, art installations, or surprise elements) that guests will remember and share.
• Design experiences that encourage genuine interaction, such as group hikes, yoga at sunset, or shared reading materials.
• Make it easy to deliver “magical” experiences by building thoughtful, repeatable systems (e.g., providing thank you cards and mailing them for guests).

Quote of the Show:

 ”I've always thought of hospitality as the craft of the welcome.” - Ben Uyeda

“ We fully intend to do all that. Just creating little moments of surprise for people out in the desert.” - Adam Wininger

Links:

• LinkedIn: https://www.linkedin.com/in/ben-uyeda-6927215/ 
• LinkedIn: https://www.linkedin.com/in/adam-w1818654323333/ 
• Website: https://www.stayreset.com/ 
• Instagram: https://www.instagram.com/reset.hotel/ 

Shout Outs:

• 1:16 - Entrepreneurs Organization https://eonetwork.org/ 
• 2:48 - HD Vegas https://hdexpo.hospitalitydesign.com/ 
• 8:24 - U2 https://en.wikipedia.org/wiki/U2 
• 8:28 - Meadowlands Arena https://en.wikipedia.org/wiki/Meadowlands_Arena 
• 9:32 - Hype Beast https://hypebeast.com/ 
• 19:09 - Burning Man https://burningman.org/ 
• 24:29 - W Hotels https://w-hotels.marriott.com/ 
• 24:35 - SoulCycle https://www.soul-cycle.com/ 
• 28:06 - Rick Rubin https://en.wikipedia.org/wiki/Rick_Rubin 
• 29:30 - Jesse Itzler https://en.wikipedia.org/wiki/Jesse_Itzler 
• 32:21 - Will Guidara https://en.wikipedia.org/wiki/Will_Guidara 
• 33:24 - NoMad Library https://nomadlasvegas.mgmresorts.com/en/restaurants/nomad-library.html 
• 35:27 - Eleven Madison Park https://www.elevenmadisonpark.com/ 
• 38:22 - Storm King https://welcome.stormking.org/ 
• 43:23 - Goose https://www.goosetheband.com/ 
• 46:00 - Mass MoCA https://massmoca.org/ 
• 46:26 - Pappy and Harriet’s https://pappyandharriets.com/ 
• 48:12 - Post Ranch Inn https://postranchinn.com/ 
• 48:21 - Chateau Marmont https://www.chateaumarmont.com/ 
• 55:29 - YPO https://www.ypo.org/ 

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

Ways to Tune In: 

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

It’s not just about what you know or who you know, but who knows you. Today, Eileen Madigan, Senior Vice President of Global Interior Design at Las Vegas Sands Corp joins Defining Hospitality to discuss the power of networking and mentoring within the hospitality industry. With over 35 years of experience in luxury interior design, Eileen shares her journey from working at Four Seasons and Rosewood Hotels to leading significant projects in Asia for Sands. She discusses the importance of having a design philosophy, her experience with a life coach, and the intricacies of scaling luxury design for massive integrated resorts. Eileen highlights the importance of creating everlasting memories through thoughtful design, and offers valuable insights on career progression and the significance of internal and external partnerships in achieving design excellence.

Takeaways: 

• Take time in your career, ideally in your twenties, to understand and define what makes you unique. This clarity will help guide your professional journey and open up opportunities.
• Don’t wait until later in your career to work with a coach or mentor. Regularly seek outside perspectives to help you uncover your strengths, clarify your goals, and stay aligned with your purpose.
• It’s not just about what you know or who you know, but who knows you. Build genuine relationships and make your work and value visible to others in your industry.
• When leading projects or teams, assess and invest in the right people, establish clear processes, deliver quality products, and ensure profitability. All four fundamentals must be aligned for success.
• Whether designing spaces or leading teams, always consider the human experience. Details matter—focus on how people feel and interact with your work.
• Trust your instincts, appreciate the people and opportunities around you, and remember to enjoy the ride—even when it’s challenging.

Quote of the Show:

“At the end of the day, we’re creating everlasting memories.” - Eileen Madigan

Links:

• LinkedIn: https://www.linkedin.com/in/eileenamadiganasid/ 
• Website: https://www.sands.com/ 

Shout Outs:

• 0:40 - Leo A Daly https://leoadaly.com/ 
• 0:41 - Rosewood Hotels and Resorts https://www.rosewoodhotels.com/en/default 
• 0:43 - Four Seasons https://www.fourseasons.com/
• 1:29 - Bruno Viterbo https://www.linkedin.com/in/bruno-viterbo/ 
• 8:44 - Rob Goldstein https://investor.sands.com/governance/executive-management/default.aspx 
• 8:45 - Patrick Dumont https://investor.sands.com/governance/board-of-directors/person-details/default.aspx?ItemId=9c208f5c-ee7e-4166-a224-99617ab747a4
• 15:44 - New World https://www.newworldmillenniumhotel.com/en/?utm_source=glopss&utm_medium=affiliate&utm_campaign=campaign 
• 15:57 - Sonia Cheng https://en.wikipedia.org/wiki/Sonia_Cheng 
• 16:12 - Hotel de Crillon https://www.rosewoodhotels.com/en/hotel-de-crillon 
• 16:40 - Carl Lagerfield https://en.wikipedia.org/wiki/Karl_Lagerfeld 
• 26:32 - Tom Pheasant https://www.thomaspheasant.com/ 
• 26:36 - Turtle Creek https://www.turtlecreekcasino.com/ 
• 35:13 - David Collins https://www.davidcollins.studio/ 
• 37:31 - All Suites Tower https://www.sands.com/news/marina-bay-sands-multi-billion-dollar-expansion-enters-final-phase-of-design-enhancements/ 
• 40:32 - Katherine Blaisdell https://www.linkedin.com/in/katherine-blaisdell-1103ab5/ 
• 40:37 - Evan Burton https://www.linkedin.com/in/evanburton1/ 
• 45:33 - HD Vegas https://hdexpo.hospitalitydesign.com/ 
• 48:23 - Kevin Tyjer https://www.linkedin.com/in/kevin-tyjer-ncidq-a33778a/ 
• 50:56 - Dallas Mavericks https://www.mavs.com/ 
• 1:01:47 - Sivan O’Leary https://www.linkedin.com/in/siobhanholeary/ 
• 1:01:49 - Aubergine Partners https://aubergine-partners.com/ 
• 1:01:52 - Seven Levels of Energy https://amzn.to/41pCimh 

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

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/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 is adaptive reuse shaping the hospitality industry?

Aimee Sanborn, Senior Vice President of Architecture at Premier joins Dan to dive into adaptive reuse. Aimee shares her passion for preserving history and discusses the challenges and rewards of transforming historic buildings into vibrant, functional spaces. From the streets of downtown Dallas to the lush landscapes of Key West, discover the intricate process and the meticulous attention to detail involved in preserving architectural heritage while breathing new life into old structures. This episode is a must-watch for architects, designers, and anyone interested in the intersection of history and modern hospitality.

Takeaways: 

• Embrace challenges and view constraints as opportunities to innovate. Adaptive reuse projects are known for their "gremlins" and challenges, but these major challenges can lead to an innovative, celebrated solution
• Always consider the end-user's experience first. In hospitality design, it's about making people feel connected to a place, its story, and a bespoke experience. creating designated lobbies and preventing cross-circulation between different uses, such as luxury condos and the public domain, to enhance the resident's experience.
• During economic downturns or challenging times, focus on maintaining quality, supporting your team, and staying optimistic. Despite the hospitality design world experiencing a recession with fewer projects since COVID-19, remaining true to yourself 
• When working on historic buildings, focus on creating a narrative that connects people to the place and its past. This branding and storytelling can be carried throughout the project, from the hotel component to other uses within a vertically integrated mixed-use development.
• A key to successful adaptive reuse is "purposeful preservation," which involves celebrating a building's history and unique characteristics while thoughtfully adapting it for new uses. This includes bringing new life to spaces in a way that feels fresh and welcoming.
• Leverage historic tax credits, as they can be a significant financial driver for adaptive reuse projects.

Quote of the Show:

“When it comes to historic buildings, it’s about bringing new life to the spaces in a way that reflects their past, and makes them feel fresh and welcoming.” - Aimee Sanborn

Links:

• LinkedIn: https://www.linkedin.com/in/aimee-sanborn-aia-ncarb-3b6b5944/ 
• Website: https://www.premierpm.com/ 

Shout Outs:

• 1:08 - Hector Sanchez https://www.linkedin.com/in/hector-a-sanchez-65799b7/ 
• 6:34 - The National https://www.thenationaldallas.com/ 
• 11:29 - Gail Nall https://www.linkedin.com/in/gale-nall-26ab1420/ 
• 18:34 - Loucchese https://www.lucchese.com/ 
• 18:36 - Chick-fil-A https://www.chick-fil-a.com/ 
• 19:09 - Thompson Hotel Dallas https://www.thenationaldallas.com/thompson-hotel/ 
• 19:30 - Monarch https://www.monarchrestaurants.com/about/ 
• 19:58 - Renaissance Tower https://en.wikipedia.org/wiki/Renaissance_Tower_(Dallas) 
• 21:09 - Ashford https://www.ashfordinc.com/ 
• 21:39 - Braemar https://www.bhrreit.com/
• 25:54 - Franklin Pinerua https://www.linkedin.com/in/franklin-pi%C3%B1er%C3%BAa-3a268092/ 
• 25:57 - Johannes Michalsky https://www.linkedin.com/in/johannes-michalsky-80166b77/ 
• 42:57 - Mel Brooks https://en.wikipedia.org/wiki/Mel_Brooks 
• 43:56 - Texas Historic Commission https://thc.texas.gov/ 
• 45:56 - La Pavillion New Orleans https://www.lepavillon.com/ 
• 45:58 - Le Méridien Forth Worth https://www.marriott.com/en-us/hotels/dalwm-le-meridien-fort-worth-downtown/overview/ 
• 48:41 - La Concha Key West https://www.laconchakeywest.com/ 
• 49:20 - Ernest Hemingway https://en.wikipedia.org/wiki/Ernest_Hemingway 

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

Ways to Tune In: 

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

Ever wondered how a space can make you feel genuinely cared for? Bruno Viterbo, Vice President of Design at Irvine Company, shares his profound insights into 'the sense of being known' and how it transforms hospitality design at every scale. Bruno shares his extensive experience in the design and real estate industries, including insights from his previous roles at Champalimaud Design and Las Vegas Sands Corp. He reflects on the unique lessons learned from industry legends and how these insights have shaped his approach to creating extraordinary spaces. The episode highlights the significance of partnerships, the role of conviction in leadership, and the challenges and creativity involved in working within regulatory constraints.

Takeaways: 

• Taking a moment to genuinely connect with people around you can provide opportunities for deeper understanding and relationships. Make an effort to be attentive and engaged in your interactions.
• Maintaining a sense of curiosity about other cultures, experiences, and professions can greatly enhance your perspective and creativity. Don’t hesitate to dig deeper and ask questions about the hows and whys of different practices.
• Cultivating long-term relationships with colleagues, clients, vendors, and mentors can significantly enhance your professional journey. Trust and mutual respect are foundational to successful collaborations.
• Embrace challenges and view constraints as opportunities to innovate. Regulatory and environmental constraints can inspire new levels of creativity and problem-solving.
• Always consider the end-user's experience first. This mindset can guide decisions in design, customer service, and overall environment creation, ensuring a more meaningful impact.
• During economic downturns or challenging times, focus on maintaining quality, supporting your team, and staying optimistic. Resilience and adaptability can help navigate and thrive in difficult periods.
• Learning from experienced professionals can significantly shape your career. Be open to listening and absorbing lessons from mentors and industry veterans.

Quote of the Show:

“I started by thinking that we needed to do a lot, and over time I realized I just need to listen a lot more. Then the doing sort of comes with it.” - Bruno Viterbo

Links:

• LinkedIn: https://www.linkedin.com/in/bruno-viterbo/ 
• Instagram: https://www.instagram.com/viterbobruno/ 
• Website: https://www.irvinecompany.com/ 

Shout Outs:

• 0:41 - Champalimaud Design https://www.champalimaud.design/ 
• 0:42 - Las Vegas Sands Corp https://www.sands.com/ 
• 0:56 - Gold Key Awards https://goldkeyawards.com/ 
• 1:47 - HD Expo https://hdexpo.hospitalitydesign.com/ 
• 9:05 - Alexandra Champalimaud https://www.linkedin.com/in/alexandra-champalimaud-1741b91b/ 
• 9:10 - Sheldon Adelson https://en.wikipedia.org/wiki/Sheldon_Adelson 
• 9:12 - Wing Chao https://en.wikipedia.org/wiki/Wing_T._Chao 
• 12:13 - Disney https://www.disney.com/ 
• 21:56 - NeoCon https://neocon.com/ 
• 24:20 - Donald Bren https://www.donaldbren.com/ 
• 28:12 - Napoleon https://en.wikipedia.org/wiki/Napoleon 
• 28:14 - Julius Caesar https://en.wikipedia.org/wiki/Julius_Caesar 
• 35:35 - Traction https://www.amazon.com/Traction-Get-Grip-Your-Business/dp/1936661837 
• 41:55 - Bear Stearns https://www.bearstearnscompanies.com/ 
• 47:29 - The Venetian https://www.venetianlasvegas.com/ 
• 47:34 - CES https://www.ces.tech/ 

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

Ways to Tune In: 

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

“We love the one-off projects, but our real passion and what we're really looking for are ownership groups where we can do a project with them, forge a relationship, build that trust, and then we grow alongside them.” Joining Dan is Aggie Zamir, Vice President of National Hospitality and Gaming at Cumming Group. They discuss Aggie's insights into the luxury hospitality industry, the importance of building trust and relationships, and how Cumming Group works as a project management office (PMO) and owner's representative. The conversation also touches on mentoring young professionals, the impact of industry organizations like AHLA, and the personal fulfillment that comes from fostering community within the hospitality sector. 

Takeaways: 

• Establish trusted relationships within your teams and with clients. Trust and strong relationships can help navigate through project stresses and challenges more effectively.
• Focus on finding clients who appreciate and value your service offerings and are looking for a long-term partnership. This can help with sustained, meaningful growth rather than just seeking one-off projects.
• Whether in a project setting or through professional dinner gatherings, creating a sense of community among colleagues, clients, and industry professionals can lead to more inspiring and productive collaborations.
• Navigate client preferences by partnering them with experienced team members who can help guide projects to success while respecting client visions and requests.
• Utilize available technology like project dashboards to keep track of multiple project metrics and ensure streamlined communication across teams and with clients.
• Get involved in mentoring young professionals or students in related fields. It can be both personally rewarding and beneficial for the industry.

Quote of the Show:

“Everybody can participate in their community or participate in the industry or mentoring in their own personal way, right? There's no prescription for it.” - Aggie Zamir

Links:

• LinkedIn: https://www.linkedin.com/in/aggie-zamir-a750982b/ 
• Website: https://cumming-group.com/ 

Shout Outs:

• 0:42 - AHLA https://www.ahla.com/ 
• 0:45 - SCI Arc https://www.sciarc.edu/ 
• 2:37 - Redbird https://redbird.la/ 
• 37:16 - Joe Saatcamp https://www.linkedin.com/in/joe-saatkamp-3b1b6712/ 
• 37:32 - TRT Holdings https://trtholdings.com/ 
• 37:39 - Omni Hotels https://www.omnihotels.com/ 
• 38:46 - Gavin Middleton https://www.linkedin.com/in/gavin-middleton-48aa9910/ 
• 38:56 - Starwood Capital https://www.starwoodcapital.com/ 
• 42:35 - Channing Henry https://www.linkedin.com/in/channinghenry/ 
• 43:45 - Marriott https://www.marriott.com/default.mi 
• 52:16 - Hollywood Bowl https://www.hollywoodbowl.com/ 
• 52:18 - Musso and Frank’s https://mussoandfrank.com/ 
• 52:25 - Dodgers https://www.mlb.com/dodgers 
• 52:28 - Rams https://www.therams.com/ 

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

Ways to Tune In: 

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

“ It's a core tenant of who we are, and it's called put people first. We take care of our people.” Derek De Salvia, Executive Vice President and Chief Customer Officer at Hilton Grand Vacations, joins Dan today to dive into the world of vacation ownership. The discussion covers the personal and professional aspects of hospitality, the evolution and benefits of the vacation ownership model, and how Hilton Grand Vacations differentiates itself in the industry, especially as one of Newsweek’s Top Most Loved Workplaces. Derek shares insights into customer education, the impact of multi-generational ownership, the importance of team member engagement, and the adaptability of vacation ownership through economic cycles and evolving customer needs. The episode concludes with advice for potential customers and an invitation to experience Hilton Grand Vacations firsthand.

Takeaways: 

• Train your team to understand the difference between basic service and true hospitality. Aim for over-delivery on guest expectations.
• Highlight the importance of creating lasting memories for families, which can be a significant selling point for returning customers and multi-generational travel.
• Ensure guests are well-informed about how to maximize their memberships or stays through tutorials, seminars, and resources available on member pages.
• Foster a culture of hospitality among team members. When employees feel valued and cared for, they are more likely to pass on that sentiment to guests.
• Consider the long-term benefits and memories that owning a timeshare can create for your family across generations, rather than just focusing on the upfront costs and annual fees.
• Continuously gather and act on feedback from guest surveys and team member inputs to refine services and address any issues promptly.

Quote of the Show:

“We couldn't talk about hospitality and what that means to people if we didn't share that love and warmth of hospitality to our team members.” - Derek De Salvia

Links:

• LinkedIn: https://www.linkedin.com/in/derek-desalvia-m-s-5a2b5521/ 
• Website: https://www.hiltongrandvacations.com/ 

Shout Outs:

• 0:59 - Newsweek https://www.newsweek.com/ 
• 3:32 - Hilton https://www.hilton.com/en/ 
• 7:59 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 
• 18:21 - Great Wolf Lodge https://www.greatwolf.com/ 
• 18:25 - Blue Green Vacations https://www.bluegreenvacations.com/ 
• 18:27 - Bass Pro https://www.basspro.com/home 

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

Ways to Tune In: 

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

“We are a hospitality company first and foremost.” Joining Dan this week is Alissa Klees, the Brand Leader of Spark by Hilton, the trailblazing brand that earned Hilton recognition as one of Fast Company's 2024 Most Innovative Companies. Alissa delves into what hospitality means to her, encompassing both personal and professional interactions. She shares the incredible journey of Spark, from its secretive "Skunkworks-type room" origins to its rapid global expansion. Highlights include the brand's focus on simplicity, affordability, and owner satisfaction, making conversions quick and efficient. Alissa emphasizes the positive impact on hotel staff pride and guest experiences, backed by Hilton's innovative culture and robust supply chain strategies. The episode also explores future growth opportunities and the lasting impact Spark aims to achieve within the industry.

Takeaways:

• Ensure that the guest experience is straightforward and predictable to meet their expectations consistently. 
• Consider establishing strong partnerships with supply chain managers. Look into negotiating bulk purchasing agreements to keep your renovation or building projects on schedule and within budget.
• Implement systems that align with the philosophy of 'people serving people' to build a strong, service-oriented culture.
• Collect and analyze guest feedback to identify design or service aspects that need improvement. Be flexible and ready to adapt based on the feedback to continually enhance the guest experience.
• Provide value-driven experiences to make budget-conscious guests consider and prefer your brand.

Quote of the Show:

“We are a hospitality company first and foremost.” - Alissa Klees

Links:

• LinkedIn: https://www.linkedin.com/in/alissak/ 
• Website: https://www.hilton.com/en/brands/spark-by-hilton

Shout Outs:

• 0:48 - Fast Company https://www.fastcompany.com/ 
• 1:50 - Skunkworks https://www.lockheedmartin.com/en-us/who-we-are/business-areas/aeronautics/skunkworks.html 
• 2:00 - Lockheed Martin https://www.lockheedmartin.com/ 
• 2:35 - Larry Traxler https://www.linkedin.com/in/larrytraxler/ 
• 5:38 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 
• 6:17 - Hampton https://www.hilton.com/en/brands/hampton-by-hilton/ 
• 16:24 - Sonesta https://www.sonesta.com/ 
• 17:58 - JM Hospitality https://www.jmhospitality.com/ 
• 19:58 - DoubleTree https://www.hilton.com/en/brands/doubletree-by-hilton/ 
• 20:02 - Rogers Arena https://rogersarena.com/ 
• 25:42 - Peloton https://www.onepeloton.com/ 
• 32:55 - Chris Nassetta https://www.linkedin.com/in/chrisnassetta/ 
• 36: 23 - Waldorf Astoria https://www.hilton.com/en/brands/waldorf-astoria/ 
• 37:32 - Tru https://www.hilton.com/en/brands/tru-by-hilton/ 
• 46:01 - Ernest Hemingway https://en.wikipedia.org/wiki/Ernest_Hemingway 
• 49:18 - Conrad https://www.hilton.com/en/brands/conrad-hotels/ 
• 52:58 - Graduate https://www.hilton.com/en/brands/graduate-hotels/ 
• 53:14 - NoMad https://www.hilton.com/en/brands/nomad-hotels/ 
• 53:25 - MGM https://mgmgrand.mgmresorts.com/en.html 

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

Ways to Tune In: 

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

It takes determination to dive into hospitality and come out with a boutique hotel that is successful, and that is what Chris Lenz, Founder and CEO of La Compania Hotels and Resorts. Chris shares his journey from opening 37 restaurants to creating extraordinary hotels in Panama. They explore his passion for hospitality, his uncompromising vision, and the meticulous planning that goes into building unique hospitality experiences. Learn about Chris's journey from restaurateur to hotelier, his innovative trifecta perfecta concept, and his ambitious plans for redefining luxury travel in Panama.

Takeaways: 

• Always strive to create unique and memorable experiences that differentiate your property or service from others. Focus on curating personalized touches and special features in your establishment that guests will remember and talk about.
• Maintain an uncompromising vision and execute it with passion. The team must understand and align with this vision to consistently deliver the intended guest experience.
• Consider partnerships with larger brands for access to their distribution networks, loyalty programs, and market reach. Ensure the partnership aligns with your property’s unique and boutique characteristics to maintain brand integrity.
• Enhance the guest journey by minimizing travel hassles. For example, offering private transportation or concierge services that streamline and personalize the guest’s travel experience.
• Even with growth, maintain high standards for service, safety, and uniqueness. This is critical for retaining your brand's value and ensuring guest satisfaction.

Quote of the Show:

“I'm gonna build the best historic landmark hotel in Central America. I'm gonna change the tourism of this country.” - Chris Lenz

Links:

• Website: hlcpanama.com https://www.hyatt.com/unbound-collection/en-US/ptyub-unbound-hotel-la-compania 

Shout Outs:

• 2:02 - Mikey Dobin https://www.linkedin.com/in/mikey-dobin-04308468/ 
• 2:02 - Diana Dobin https://www.linkedin.com/in/diana-dobin-319108b5/ 
• 4:25 - Journey https://en.wikipedia.org/wiki/Journey_(band) 
• 4:26 - Arnel Pineda https://en.wikipedia.org/wiki/Arnel_Pineda 
• 9:36 - Setting the Table by Danny Meyer https://www.amazon.com/Setting-Table-Transforming-Hospitality-Business/dp/0060742763 
• 10:10 - Union Square Cafe https://www.unionsquarecafe.com/ 
• 10:15 - Gramercy Tavern https://www.gramercytavern.com/ 
• 11:52 - McDonald’s https://www.mcdonalds.com/us/en-us.html 
• 13:14 - Rafael Nadal https://en.wikipedia.org/wiki/Rafael_Nadal 
• 25:27 - Holiday Inn https://www.ihg.com/hotels/us/en/reservation 
• 26:25 - UNESCO https://www.unesco.org/en 
• 37:27 - Marriott https://www.marriott.com/default.mi 
• 37:53 - Hyatt https://www.hyatt.com/ 
• 43:41 - booking.com
• 48:08 - Omni Hotels https://www.omnihotels.com/ 
• 1:06:42 - Amtrak https://www.amtrak.com/home.html?msockid=13e7d50d81a968200de9c1bb80596956 

🏨✨ 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/