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: [email protected] 

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/