Defining Hospitality

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

In today’s episode, Dan Ryan sits down with Ashley Ewing Parrott, Founder and Principal Creative Director at AEP Hospitality Consulting and Co-Founder of The Saturday Crowd. The discussion delves into how Ashley's creative direction and strategic insights have helped transform the hospitality industry. They explore what hospitality truly means, the importance of branding, and how a well-crafted guest experience can drive revenue. Ashley shares her journey from her early aspirations to her current success in creating award-winning hospitality experiences like The Wayback in Pigeon Forge, Tennessee. They also discuss the role of big brands in independent hotels and the delicate balance between maintaining unique guest experiences and leveraging corporate support.

Takeaways: 

• Get crystal clear on the client's vision and goals for the project at the beginning. Use creative exercises such as mood boards to align on aesthetics and objectives.
• Choose team members who are uniquely suited for the project. Avoid a one-size-fits-all approach and instead match the project's needs with the team's strengths.
• Elevate guest experience to be on par with other critical factors like budget and schedule.
• Bring in branding experts early in the process to ensure the property has character and depth. Late integration of branding can result in a soulless, two-dimensional product.
• For soft-branded properties affiliated with larger hotel chains, maintain brand-specific uniqueness while meeting essential standards like cleanliness and functional operational metrics.
• Create a compelling narrative around the property, from design elements to guest services. This helps set the property apart and attract a targeted audience.
• Utilize the positive feedback and loyalty programs from affiliated brands to boost occupancy while maintaining high ADRs through distinctive brand elements.

Quote of the Show:

“People are craving and then are subsequently willing to pay for connection, feeling connected to something.” - Ashley Ewing Parrott

Links:

• LinkedIn: https://www.linkedin.com/in/ashleyewingparrott/ 
• Website: https://www.aepconsulting.com/ 
• Saturday Crowd: https://www.thesaturdaycrowd.com/ 

Shout Outs:

• 1:37 - Rubell Museum https://rubellmuseum.org/ 
• 1:38 - Independent Lodging Congress https://ilcongress.com/ 
• 1:48 - Jackie Wright https://www.linkedin.com/in/jackie-wright-70b80125/ 
• 2:18 - Marriott https://www.marriott.com/default.mi 
• 14:46 - The Wayback https://www.waybackhotel.com/ 
• 22:30 - The Cavalier https://www.cavalierresortvb.com/ 
• 24:39 - IHG https://www.ihg.com/hotels/us/en/reservation 
• 24:41 - Kimpton Hotels https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 
• 26:01 - Bunkhouse https://www.bunkhousehotels.com/ 
• 26:11 - Merit https://merithotels.com/en/about-us 
• 34:14 - Hyatt https://www.hyatt.com/brands/hyatt 
• 34:15 - Hilton https://www.hilton.com/en/ 

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/

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

In today’s episode of Defining Hospitality, Dan Ryan welcomes Eliza Pesuit, the Founder and CEO of Global Glimpse. Eliza discusses her journey in reimagining travel and how it can serve as a powerful educational tool for high school students. With over 15 years of commitment to equity and access, Global Glimpse has provided transformative travel experiences to thousands of young people from diverse backgrounds. Eliza shares her insights into the profound impact of travel on youth development, the importance of hospitality, and the hurdles of fundraising and forming corporate partnerships. Highlighting success stories and aspirations for future collaborations, this conversation sheds light on the organization's mission to bridge divides and create connections through authentic travel experiences.

Takeaways: 

• Understanding and communicating the "why" behind your work can inspire teams and stakeholders. Follow through the passion and remain dedicated to the mission.
• Leverage existing networks and engage with potential partners consistently, even if it means facing multiple rejections.
• Incorporate empathy, agency, and global perspective into organizational goals and metrics.
• Be transparent about how funds are used and the impact they create. Share stories and data to build trust and demonstrate the long-term value of the organization's efforts.
• Though technology is essential, recognize situations where tech-free environments can enhance interpersonal connections and learning.
• Support and partner with brands that share your organization's values. This can enhance credibility and loyalty internally and externally.

Quote of the Show:

“In great difference and dissonance, tremendous love and the most powerful growth can exist.” - Eliza Pesuit

Links:

• LinkedIn: https://www.linkedin.com/in/elizapesuit/ 
• Website: https://www.globalglimpse.org/ 

Shout Outs:

• 0:42 - Cause Strategy Partners https://causestrategypartners.com/ 
• 0:43 - Treehouse Foundation https://www.treehousefoundation.org/ 
• 0:43 - Entrepreneurship for All https://eforall.org/ 
• 1:29 - Opportunity Network https://opportunitynetwork.org/ 
• 1:29 - AiLun Ku https://www.linkedin.com/in/ailunku/ 
• 2:15 - Edwin Gould Foundation https://www.egfaccelerator.org/ 
• 29:10 - United Airlines https://www.united.com/en/us 
• 34:51 - Maureen McClellan https://www.linkedin.com/in/maureen-mclellan-70159392/ 
• 52:26 - Obama Foundation https://www.obama.org/ 
• 52:27 - Brian Chesky https://www.linkedin.com/in/brianchesky/ 
• 52:29 - Airbnb https://www.airbnb.com/ 

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/

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

Today, Dan explores hospitality design with Matthew Goodrich, an acclaimed interior designer and strategist. They dive into Goodrich's journey from his art background to founding his own firm, Goodrich, seven years ago. The conversation touches on recent projects, including a jazz bar he designed, the UBS Arena, and lessons learned from renowned restaurateur Danny Meyer. Goodrich explains his 'Design Foundation' framework, focusing on the elimination of awkwardness and fostering human connection in hospitality spaces. He also reflects on his mentors, the collaborative nature of design, and how life experiences inform his work.

Takeaways: 

• When starting a project, particularly in a new area, approach it with humility. Be upfront about what you don't know and actively listen to your clients and stakeholders to understand their needs deeply.
• Implement a structured framework or design foundation in your projects. This involves categorizing the project's inspirations or guiding principles into specific areas.
• Strive to create environments and experiences that eliminate awkwardness. This can be applied in both physical spaces and during client interactions, ensuring that all processes are smooth and intuitive.
• Conduct thorough research on the project's context and its historical, cultural, and location-based significance. This helps in creating designs that are timeless and resonate well with the intended audience.
• Foster a collaborative environment where input from various team members and stakeholders is valued. This helps bring in diverse perspectives and enriches the design process.
• Consider revisiting and refreshing designs periodically. This helps keep the projects relevant and aligned with evolving market needs and user behaviors. 
• Encourage a flat organizational structure in your team where everyone can contribute ideas.

Quote of the Show:

“The highest and best that we can bring to a client is to help them imagine something that they couldn't on their own.” - Matthew Goodrich

Links:

• LinkedIn: https://www.linkedin.com/in/matthew-goodrich-89402440/ 
• Website: https://www.goodrich.nyc/ 
• Instagram: https://www.instagram.com/goodrich.nyc/ 

Shout Outs:

• AvroKo https://www.avroko.com/ 
• Rockwell Group https://www.rockwellgroup.com/ 
• So and So https://www.soandsosbar.com/ 
• Danny Meyer https://www.linkedin.com/in/dhmeyer/ 
• BDNY https://bdny.com/ 
• Romer Hell’s Kitchen https://www.romerhotels.com/hells-kitchen 
• Paul McElroy https://www.linkedin.com/in/paul-mcelroy-3387954a/ 
• Brand Bureau https://www.brandbureau.com/ 
• UBS Arena https://ubsarena.com/ 
• Chris Rizzo https://www.linkedin.com/in/christopher-rizzo-86533314/ 
• Misi Pasta https://www.misinewyork.com/ 
• Ci Siamo https://www.cisiamonyc.com/ 
• John Otis https://www.linkedin.com/in/jonotis/ 

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/

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

Today, host Dan Ryan sits down with Bonnie Campagnuolo, Brand Leader of Embassy Suites by Hilton. The discussion follows the intricacies of hospitality, brand strategy, and evolving customer needs. Bonnie shares her journey from advertising to hospitality, her insights on brand evolution, and the importance of creating a guest-centric experience. They explore Embassy Suites' recent design changes, the importance of model rooms, and integrating technology in hospitality.

Takeaways: 

• Embrace the need for brand evolution or revolution based on market demands and guest needs.
• Regularly gather and incorporate feedback from guests on room functionality and amenities.
• Ensure key stakeholders, including housekeeping and operational teams, have input in the design process.
• Conduct extensive research via surveys, focus groups, and in-room studies to understand guest behaviors and unmet needs. Ask guests how they use space and what features are most important to them.
• Allow owners flexibility in design, while also ensuring brand consistency.
• Experiment with new technologies to improve guest experience as well as operational efficiency.
• Be open to career moves that might seem non-linear but can provide valuable experiences and insights. Avoid limiting beliefs in yourself and your abilities.

Quote of the Show:

“Make decisions that leave doors open, not ones that close doors. Be open, work on different clients, learn different types of business.” - Bonnie Campagnuolo

Links:

• LinkedIn: https://www.linkedin.com/in/bonnie-campagnuolo-7b31244/ 
• Embassy Suites LinkedIn: https://www.linkedin.com/company/embassy-suites/ 
• Website: https://www.hilton.com/en/ 

Shout Outs:

• Chris Nassetta https://www.linkedin.com/in/chrisnassetta/ 
• Universal Studios https://www.universalorlando.com/web/en/us 
• Walt Disney World https://disneyworld.disney.go.com/ 

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/

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

Today Dan Ryan welcomes Áine O'Connor, President of the International Society of Hospitality Purchasers (ISHP) and Founder of AOC Purchasing LLC. Áine shares her extensive experience in the hospitality industry from working across the globe in project management, budgeting, and procurement. She delves into her journey to entrepreneurship, balancing work and family life, and the critical issue of human trafficking awareness within hospitality. This episode explores the importance of relationships, collaboration, and passion for quality in the built environment.

Takeaways: 

• Focus on building strong, respectful, and collaborative relationships with all project stakeholders including developers, designers, contractors, and vendors.
• Regularly check in with yourself to assess stress levels and ensure you aren’t taking on more than you can handle.
• Approach every project with a solution-oriented mindset, being open to others' input and working together to overcome challenges.
• Get involved in industry organizations for networking, skill development, and potential leadership opportunities.
• Stay open to learning new processes and understanding the rationales behind certain project decisions to improve your effectiveness.
• Understand that it is okay to admit when something is too much and take steps to delegate or adjust responsibilities accordingly.
• Support initiatives and training programs that address broader social issues, such as human trafficking, to make a positive impact within the industry and beyond.

Quote of the Show: “I never don't want to work. I never don't want to be in this industry. I love it. I'm passionate about it, but it's a balance.” - Áine O’Connor

Links:

• LinkedIn: https://www.linkedin.com/in/%C3%A1ine-o-connor-5507aa4/ 
• Website: https://aocons.com/ 
• ISHP: https://ishp.info/ 

Shout Outs:

• International Society of Hospitality Purchasers https://ishp.info/  
• The American Hotel & Lodging Association https://www.ahla.com/ 
• Carl Long https://www.linkedin.com/in/carl-long-pmi/ 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/

In this episode of Defining Hospitality, Dan Ryan meets with Mary Alice Palmer, the Global Creative Director and Founding Principal at ROAM Interior Design. The conversation focuses on the innovative decision by HKS to spin out ROAM as a standalone design firm. Mary Alice shares insights into her career, mentorship influences, and the strategic considerations behind the successful rebranding and growth of ROAM. The discussion also highlights how this unique approach brings new value to the firm and attracts top industry talent.

Takeaways: 

• Focus on developing a high-quality portfolio that showcases your team's abilities and success stories. A great portfolio can generate positive reactions and open new opportunities.
• Develop a comprehensive business case and clearly articulate the value of any proposed change. Use data and strategic insights to back up your vision.
• Encourage initiatives that push the boundaries of traditional business models. Be open to radical ideas that might initially seem counterintuitive.
• Work with external consultants or brand strategists to gain fresh perspectives and objective insights that can help make a compelling argument for change.
• Understand that markets and team dynamics evolve. Be flexible and willing to modify strategies as necessary to stay aligned with market demands and internal goals.
• Support your team's development through mentoring, training, and continuous learning opportunities. Empower senior-level employees and keep them engaged with challenging projects.
• Publicize your successes both internally and externally. Acknowledge the hard work and dedication of your team to boost morale and attract new talent.

Quote of the Show: 

“I've been down many roads in my career. I'm attracted to things that keep me curious and keep me excited and keep me feeling like I'm on an adventure.” - Mary Alice Palmer

Links:

• LinkedIn: https://www.linkedin.com/in/mary-alice-palmer-48897462/
• Instagram: https://www.instagram.com/roaminteriordesign/ 
• Website: https://www.roaminteriordesign.com/ 

Shout Outs:

• Baha Mar https://bahamar.com/ 
• Marriott https://www.marriott.com/default.mi 
• HKS https://www.hksinc.com/ 
• Murphy Cramer https://www.mcdesign.com/ 
• Simeone Deary https://simeonedeary.com/ 
• WATG https://www.watg.com/ 
• Ritz Carlton https://www.ritzcarlton.com/ 
• Mandarin Oriental https://www.mandarinoriental.com/en/ 
• Six Senses https://www.sixsenses.com/en/ 
• Accor https://all.accor.com/a/en.html 
• Hilton https://www.hilton.com/en/ 
• Waldorf Astoria https://thewaldorfus.com/ 
• Dan Noble https://www.linkedin.com/in/dan-noble-8a2989b/ 
• Kirk Teske https://www.linkedin.com/in/kirkteske/ 
• Revit https://www.autodesk.com/products/revit/architecture 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/

Dan welcomes Paul McElroy, Executive Vice President of Design and Construction at Lucid, Highgate’s in-house design studio, onto today’s episode where they dive into the transformative power of sustainability within the hospitality industry. Paul emphasizes the critical role of small changes and conversations, the significance of detailed project management, and the impactful lessons learned from challenging construction projects. The conversation conveys how vulnerability and resilience shape professional approaches and industry-wide improvements. The duo also explores how pioneering figures and companies are integrating sustainable practices, stressing the necessity of these efforts to become standard operations due to regulatory and market pressures. 

Takeaways: 

• Embedding sustainability into projects from the kickoff meeting ensures that objectives are clear and incorporated into the workflow from the beginning.
• Integrate sustainability metrics and waste management plans into RFP processes to ensure accountability and commitment from contractors and vendors from the start.
• Show up with authenticity and vulnerability. This approach breaks down barriers and builds stronger, more genuine relationships with peers and partners.
• Set clear, audacious goals and communicate the “why” behind initiatives. This helps to align and motivate teams around shared objectives.
• Work collaboratively with contractors and vendors, bringing them on the journey rather than dictating from above. Understanding their challenges and working together to solve them can result in more sustainable and feasible solutions.
• Recognize and utilize the power of collective effort. Mobilize your organization and partners to join in the sustainable mission, thereby amplifying the impact.
• Be open to changing course based on what you learn along the way. Healthy friction and iterative improvements can lead to significant advances in sustainability practices.

Quote of the Show:

“It's very important that a hotel exhibits extreme hospitality to their guests, but I think hospitality extends way beyond the four walls of a hotel.” - Paul McElroy

Links:

• LinkedIn: https://www.linkedin.com/in/paul-mcelroy-3387954a/ 
• Website: https://www.luciddevelopmentgroup.com/ 
• Website: https://www.highgate.com/ 

Shout Outs:

• So and So Bar https://www.soandsosbar.com/ 
• MindClick https://www.mindclick.com/ 
• Hilton Hawaiian Village https://www.hilton.com/en/hotels/hnlhvhh-hilton-hawaiian-village-waikiki-beach-resort/ 
• Alohi Lani https://www.alohilaniresort.com/ 
• BDNY https://bdny.com/ 
• Hyatt Regency San Francisco https://www.hyatt.com/hyatt-regency/en-US/sfors-hyatt-regency-san-francisco 
• Kara Swisher https://www.linkedin.com/in/kara-swisher-b7213/ 
• US Green Building Council https://www.usgbc.org/ 
• Hotel Marcel https://www.hotelmarcel.com/ 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/

In this episode, Dan Ryan interviews Sonja Haviland and Haley Mistler, Co-Founders of Superette Studio. They discuss their six-year journey in the hospitality design industry, highlighting key projects such as the Napa Valley Lodge and The Lodge at Bodega Bay, the latter of which was awarded Condé Nast Traveler's Reader's Choice - Best Hotel in the World. The duo shares insights on entrepreneurship, their definition of hospitality as the art of making people feel like they belong, and the importance of creative networks. They also touch upon the significance of trust and communication in their partnership, showcasing their nimble and hands-on approach to design and project management. This episode provides valuable guidance for budding entrepreneurs in the design world, emphasizing the synergy between branding and interiors in creating welcoming experiences.

Takeaways: 

• Engage in spaces where you can have unexpected collisions with other professionals, such as creative hubs or co-working spaces.
• Consider working with a career or business coach to help navigate difficult conversations and improve teamwork.
• Perform a vibe check, financial check, and gut check before engaging with new clients. Remember that maintaining a comfortable and positive relationship with clients is crucial.
• When working on projects, think about the small details that enhance user experience, such as intuitive layout, placement of switches, and durability of materials.
• Continuously learn and embrace new roles and responsibilities within your business as it grows.
• Produce and showcase the type of work you want to attract; what you do now is what you will continue to bring in for work.
• Starting small can be advantageous. Focus on your strengths and expertise before scaling.

Quote of the Show: 

“So much of being successful and being able to grow and learn and evolve is surrounding yourself with people who are in a similar position.” - Haley Mistler

Links:

• Sonja’s LinkedIn: https://www.linkedin.com/in/sonja-haviland-8602091/ 
• Haley’s LinkedIn: https://www.linkedin.com/in/haley-mistler-2387735/ 
• Website: https://superettestudio.com/ 

Shout Outs:

• Napa Valley Lodge https://www.napavalleylodge.com/ 
• The Langham https://www.langhamhotels.com/en/ 
• Monterey Plaza Hotel https://montereyplazahotel.com/ 
• The Lodge at Bodega Bay https://www.lodgeatbodegabay.com/ 
• Lafayette Park Hotel https://www.lafayetteparkhotel.com/ 
• Condé Nast https://www.condenast.com/ 
• WeWork https://www.wework.com/ 
• Lawrence McRae https://www.lawrencemcrae.com/ 
• Jill Rosenwald https://www.jillrosenwald.com/ 
• BookBub https://www.bookbub.com/ 
• RISD https://www.risd.edu/ 
• Brown University https://www.brown.edu/ 
• Small Giants https://www.amazon.com/Small-Giants-Companies-Instead-10th-Anniversary/dp/014310960X/ref=sr_1_1?adgrpid=1333708168067507&dib=eyJ2IjoiMSJ9.QQYhvAjDoMxUtejBDi74ZgZCH5cCddPrse-p6MxQ-hqC5_axJ2H9nlq6hPjcja6LVUytkFP3aWaF-bBCfd7T3SVRifSgip5eh846NLy6cj8630nsW73gLX7LdBeMbyogFWBesgjGNJo5QgTAJ5rvSxK8Kn-8cCPfpJitzMe2HXs6Y5bgB6Ii3j6ZtrILYDNd4kHI3vLuFYNtUm6Z7BskXMpBHxjxxgf6SH2M3YjXYv0.S9dCyXXwVkxnVlvWE9EASQT8x8hp-YMYvwIdKr6-9Dc&dib_tag=se&hvadid=83356831320179&hvbmt=be&hvdev=c&hvlocphy=104857&hvnetw=o&hvqmt=e&hvtargid=kwd-83357101759371%3Aloc-190&hydadcr=24658_10677455&keywords=small+giants+book&msclkid=16538efc73151ef79412e9f124571198&qid=1728927559&sr=8-1 

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/

Today Scott Williams, the Chief Development and Brand Officer at Main Street Hospitality, joins host Dan Ryan to unpack the essence of hospitality through empathy, connection, and innovation. Drawing from his extensive background in media and branding, Scott offers valuable insights on creating genuine guest experiences and the parallels between theater and hospitality. The discussion also covers the significance of people-first approaches, continuous learning, and maintaining personal discipline. With anecdotes from influential leaders and successful brands, the conversation highlights the importance of independent hotels as innovation hubs, the evolving trends in experiential hospitality, and the power of community and authentic interactions.

Takeaways: 

• Ensure that all interactions with guests convey warmth, friendliness, and empathy. Train staff to handle stressful situations gracefully to enhance the guest experience.
• Encourage staff to make personal connections with guests and tailor their service to individual needs. Small gestures like stepping from behind the desk to hand over keys can make a significant difference.
• Implement continuous development programs for employees, such as monthly skills labs.
• Ensure that marketing and branding efforts authentically represent the values and culture of the business.
• Invest in creating memorable experiences that foster brand loyalty.
• Stay updated with new trends and practices in the industry, such as immersive experiences and sustainable practices.
• Promote a work environment where employees feel safe to express their needs and challenges.

Quote of the Show: “Hospitality is sharing the best of yourself with one customer at a time; each and every interaction.” - Scott Williams

Links:

• LinkedIn: https://www.linkedin.com/in/scottswilliams/ 
• Website: https://www.scottswilliams.com/ 
• Website: https://mainstreethospitalitygroup.com/ 

Shout Outs:

• Starwood https://www.starwoodcapital.com/ 
• Morgan’s Hotels https://www.sbe.com/ 
• Independent Lodging Conference https://ilcongress.com/ 
• Horst Schulze https://horstschulze.com/ 
• Red Lion Inn https://www.redlioninn.com/ 
• La Mamounia https://mamounia.com/en/ 
• Hilton https://www.hilton.com/en/ 
• Marriott https://www.marriott.com/default.mi 
• Welcome to the Stork Club https://www.amazon.com/Welcome-Stork-Club-Mearl-Allen/dp/0498023958 

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/

In this episode, we explore the essence and impact of hospitality in various contexts. Dan interviews Marion Emmanuelle Bullôt, the Managing Partner of AvroKO Hospitality Group. The conversation dives into Marion's career journey, starting from her early days in France, her influential experience with Gordon Ramsay, to her current role where she oversees strategy and concept development at AvroKO. Marion provides insights into how hospitality can transform spaces, enhance business strategies, and create meaningful experiences. The episode also highlights AvroKO's global projects, the importance of understanding market constraints, and the evolving nature of hospitality in enhancing guest experiences and business success.

Takeaways: 

• When expanding or starting new ventures in different regions, understanding the local context and customer needs is crucial. 
• Leaders should have a clear understanding of the financial realities of their business, such as the P&L of restaurants or the budget constraints for food and beverage in specific projects.
• Encourage and value diverse experiences within your teams to innovate and solve complex problems.
• Building trust with clients through transparent communication and demonstrating expertise can help in securing buy-in for ambitious projects. Focus on ensuring clients understand both the vision and the practical steps.
• Think about how every touchpoint, from design to customer interaction, contributes to the overall experience and brand perception.
• Be prepared to adapt and evolve with changing market conditions. Whether it's incorporating new technology or rethinking strategies post-pandemic, leaders must remain flexible and open to change.
• Effective F&B strategies can significantly contribute to the revenue of hotels and other establishments. Consider investing in high-quality F&B offerings and understand the unique value it can bring to your business.

Quote of the Show:

“I have lots of early childhood memories that tie into hospitality and I just love that it comes with me through my day-to-day, through my work, and through everything I do.” - Marion Emmanuelle Bullôt

Links:

• LinkedIn: https://www.linkedin.com/in/marion-emmanuelle-bull%C3%B4t-4105363a/ 
• Website: https://www.avroko.com/ 

Shout Outs:

• Gordon Ramsay https://www.gordonramsay.com/ 
• Marco Pierre White https://www.marcopierrewhite.co/ 
• Marriott https://www.marriott.com/default.mi 
• Four Seasons https://www.fourseasons.com/ 
• Michelin https://guide.michelin.com/en 
• Hoxton Chicago https://thehoxton.com/chicago/ 

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/