Defining Hospitality

In this special episode of Defining Hospitality, we’re featuring interviews from the 2023 Radical Innovation Awards. Dan speaks with Radical Innovation Founder John Hardy, and other event participants including Jury members, MC, and sponsors. Through each interview, you’ll hear about the excitement of the event, tips for anyone considering being a future juror, and which aspects of the designs stood out the most.

Featured Guests:

John Hardy

• LinkedIn: https://www.linkedin.com/in/john-hardy-3a677812/ 
• Website: https://www.jhgi.com/ 
• Website: https://www.radicalinnovation.io/ 

Mark Friesen

• LinkedIn: https://www.linkedin.com/in/mark-friesen-b7b77812/ 
• Website: https://www.beyerbrown.com/

Raj Chandnani

• LinkedIn: https://www.linkedin.com/in/rajchandnani/ 
• Website: https://www.watg.com/ 

Eran Chen

• Twitter: https://twitter.com/ODAArchitecture 
• LinkedIn: https://www.linkedin.com/in/eran-chen-465b446/ 
• Website: https://oda-architecture.com/ 

Damien Perrot

• LinkedIn: https://www.linkedin.com/in/damien-perrot-42b6252/ 
• Website: https://group.accor.com/ 

John Edelman

• LinkedIn: https://www.linkedin.com/in/john-edelman-4361a012/ 
• Website: https://hellerfurniture.com/ 

Vito Lotta

• LinkedIn: https://www.linkedin.com/in/vito-f-lotta-464228/ 
• Website: https://stories.hilton.com/ 

Shout Outs:

• The Gourd Project: https://www.thegourdproject.com/ 
• Bruce Becker: https://www.linkedin.com/in/bruce-redman-becker-383b34152/ 

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

On this episode, we’re joined by a show director who puts together some of the hospitality industry’s most popular events. Please welcome to the show, Brand Leader & Associate Show Director - Boutique Design at Emerald, Keisha Byrd! 

Keisha joins Host Dan Ryan to share what makes a successful event. Keisha highlights the importance of finding the right people, the satisfaction that comes from pulling off a successful event, and the ways students can get the most out of events. 

Takeaways: 

• Hospitality is about creating welcoming experiences, bringing people together, and making everyone feel like they belong. It is important to prioritize these aspects in order to foster a sense of unity and promote meaningful connections.
• When it comes to putting together an amazing event, the right people make it a success. Your attendees are likely to forget the food and beverages that were served, but they will remember the conversations had and connections made. 
• Putting on an event is a lot of work, but the feedback and positive messages make it all worth it. Hearing feedback from attendees not only makes you feel appreciated, but also helps shape future events. 
• When vendors ask for a better space or more square footage, those are both signs of an event well done. Additional signs of success include the feedback from attendees who have found your event to be a useful resource. 
• As events grow and evolve, there is an increased focus on highlighting specific designs. Future events will still feature a traditional expo hall, but will start to incorporate open houses that highlight both specific designs and their designers.  
• Setting goals, being patient, and staying true to yourself are key factors in achieving personal growth and success. It is crucial to persevere and remain dedicated to your journey, as progress takes time and self-belief.
• Listening and being patient with others, while embracing creativity and continuous learning, are valuable skills for events. These help to improve event experiences and foster constructive growth.

Quote of the Show:

• “Knowing that what we're doing is actually connecting everyone to do business, that's what we're here for.” - Keisha Byrd

Links:

• LinkedIn: https://www.linkedin.com/in/keisha-byrd-076ab680/ 
• Website: https://hospitalitydesign.com/ 
• Website: https://bdny.com/ 

Shout Outs:

• 03:43 - BD Match: https://www.boutiquedesignmatch.com/about/
• 04:53 - CitySCENE: https://hospitalitydesign.com/cityscene/ 
• 08:16 - University of Cincinnati: https://www.uc.edu/ 
• 10:23 - Taylor Swift
• 11:32 - Michelle Finn: https://www.linkedin.com/in/michelle-finn-b30b9a9/ 
• 13:22 - Association for Women in Science: https://awis.org/ 
• 25:37 - HD Expo: https://hdexpo.hospitalitydesign.com/ 
• 28:52 - Lynn University: https://www.lynn.edu/ 
• 30:39 - Platinum Circle: https://platinum.hospitalitydesign.com/ 
• 30:40 - Gold Key Awards: https://goldkeyawards.com/ 
• 31:02 - Shelia Lohmiller: https://www.linkedin.com/in/shelia-lohmiller-2410097/ 
• 31:05 - Martin Brudnizki: https://www.mbds.com/ 
• 31:06 - Dayssi Olarte de Kanavos: https://www.linkedin.com/in/dayssiolartedekanavos/ 
• 31:07 - Libby Sims Patrick: https://www.linkedin.com/in/libby-patrick-iida-leed-ap-981631/ 
• 31:22 - Moxy NYC Lower East Side: https://www.marriott.com/en-us/hotels/nycom-moxy-nyc-lower-east-side/overview/ 
• 31:28 - The Lightstone Group: https://www.lightstonegroup.com/ 
• 31:34 - Ziegfeld Ballroom: https://www.ziegfeldballroom.com/ 
• 31:54 - Lark Hotels: https://www.larkhotels.com/ 
• 32:22 - NEWH: https://newh.org/ 
• 36:26 - Independent Lodging Congress: https://ilcongress.com/ 
• 37:28 - Pratt Institute: https://www.pratt.edu/ 
• 37:29 - Fashion Institute of Technology: https://www.fitnyc.edu/ 
• 38:04 - Cornell: https://www.cornell.edu/ 
• 38:05 - NYU: https://www.nyu.edu/ 
• 38:15 - Helen Jorgensen: https://www.linkedin.com/in/helen-jorgensen-leed%C2%AEap-1594902/ 
• 40:33 - Joe Burrow

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

When it comes to finding the right workplace, the environment matters much more than the work. This week, we’re joined by a designer who understands firsthand the value of creating welcoming environments in both her workplaces and designs. Our guest this week is Lead Designer, Principal, and Founder of AJC Design, Alicia Cannon!

Alicia joins Dan Ryan for a conversation on what being an entrepreneur in the hospitality industry is like. Alicia shares her tips for finding the right environment, what makes starting your own brand worth it, and the best ways to train new members.

Takeaways: 

• Hospitality is a blank canvas, allowing you to create intentional experiences for guests, providing idyllic escapes and reassuring comforts away from home. It is a gift that brings passion and fulfillment, making it a significant aspect of the industry.
• As a creative, it’s important to understand the environments you do and don’t want to be part of. While a certain company may offer great work opportunities, a misalignment of culture will ultimately be more detrimental to you. 
• While going out on your own can be daunting, it opens the door to creative growth. With freedom to travel, you open your eyes to new styles and designs. By observing the work of others, you become a better designer for your clients. 
• When training junior designers, it is important to guide them through the fundamentals of interior design, such as writing specifications and understanding the language of the field. 
• When seeking internships, explore opportunities at different-sized firms to find a culture and environment that aligns with your goals. It's crucial to prioritize understanding the people you want to work with.
• Establishing a strong brand identity and prioritizing long-term relationships with clients are crucial for success as a business owner. Creating a family-oriented environment and fostering lasting connections can lead to significant growth and loyalty.
• It is crucial for new business owners to anticipate upcoming projects and maintain a steady stream of clients. Planning and preparation are key to ensure a consistent flow of work and avoid potential financial challenges.

Quote of the Show:

• “If something doesn't feel good, It's probably not right.” - Alicia Cannon

Links:

• Instagram: https://www.instagram.com/ajc_design/ 
• LinkedIn: https://www.linkedin.com/in/ajcdesign/ 
• Website: https://ajcdesign.com/ 
• Twitter: https://twitter.com/ajcdesign 

Shout Outs:

• 01:20 - Cheryl Rowley
• 06:42 - Deborah Geer
• 07:15 - Jody Harley
• 07:16 - Gensler: https://www.gensler.com/ 
• 07:39 - David Easton: https://www.davideastonarchitect.com/ 
• 09:51 - Kathy Stein: https://www.linkedin.com/in/kathy-stein-73937814/ 
• 10:02 - HBA: https://www.hba.com/ 
• 12:39 - NEWH: https://newh.org/ 
• 12:46 - University Of Minnesota: https://twin-cities.umn.edu/ 
• 12:47 - University Of Iowa: https://uiowa.edu/ 
• 26:34 - Renaissance New York Harlem: https://www.marriott.com/en-us/hotels/nychl-renaissance-new-york-harlem-hotel/overview/ 
• 40:58 - Mason Contract Products
• 41:00 - Charlie Grady: https://www.linkedin.com/in/charlie-grady-7943b914/ 
• 41:06 - Chuck Greenspan: https://www.linkedin.com/in/chuckgreenspan/ 
• 41:09 - Häfele: https://www.hafele.com/us/en/ 
• 41:11 - Len Horowitz: https://www.linkedin.com/in/len-horowitz-0812b37/ 
• 41:19 - Steve Wachtler: https://www.linkedin.com/in/steve-wachtler-con-94206568/ 
• 41:21 - Amatex
• 41:43 - Stella D'oro

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

Our guest this week is a highly creative and service oriented design leader who loves learning from others. She’s a trailblazer who worked to carve out a space in the industry to truly be herself. Joining the show this week is Managing Principal at KNA Design Los Angeles, Alisa Chodos!

Alisa sits down with Dan Ryan for a discussion on her hospitality journey. She dives into the importance of learning from others, why it’s ok to make mistakes, and the warmth of the hospitality community. 

Takeaways: 

• Hospitality is the business of service, and design is theater. Hospitality is the backdrop through which people create connections and experiences. To properly execute requires a blend of design and management. 
• In the ever-evolving world of design consulting, learning goes beyond the classroom. It's about gaining firsthand experience, adapting to different environments, and embracing teamwork as the cornerstone of success.
• While the hospitality industry has come a long way, it has faced many diversity issues. When Alisa first started, not many women were involved in the design process. She continued to push on, and refused to conform.
• It is important to learn from mistakes, have fun, and collaborate with others to spur creativity. Embracing new perspectives and exploring unconventional ideas can lead to better solutions and promote camaraderie and teamwork.
• Working with a diverse group of people can provide new perspectives and inspiration. Emphasizing the importance of incorporating cultural and historical references in design projects can lead to cohesive and relevant outcomes.
• Designers should prioritize maintaining a positive and enthusiastic mindset towards their work to cultivate motivation and creativity. Embracing feelings of exuberance and discovery can lead to increased productivity and job satisfaction.
• The hospitality industry thrives on strong relationships and collaboration. The support, generosity, and professionalism of its people make it a fortunate and rewarding field to be a part of.

Quote of the Show:

• “I feel like I'm not really learning unless I'm challenged and a little bit scared.” - Alisa Chodos

Links:

• LinkedIn: https://www.linkedin.com/in/alisa-chodos-0a112037/ 
• Website: https://www.knadesign.com/ 

Shout Outs:

• 01:29 - Cheryl Rowley Design
• 01:33 - Kimpton Hotels: https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 
• 02:00 - HBA: https://www.hba.com/ 
• 02:31 - Howard Hirsch
• 02:32 - Michael Bedner
• 04:06 - Kirk Nix: https://www.linkedin.com/in/kirk-nix-4a5077117/ 
• 08:55 - Lisa Janigian
• 10:40 - Hilton Chicago: https://www.hilton.com/en/hotels/chichhh-hilton-chicago/ 
• 13:41 - Barry Design
• 13:41 - Larry Lee
• 13:42 - Wimberly Interiors: https://www.watg.com/wimberly/ 
• 13:48 - Michael Smith: https://www.michaelsmithinc.com/ 
• 22:01 - Bob Barry
• 27:01 - White Swan Hotel: https://www.whiteswanhotel.com/en 
• 43:26 - UCLA: https://www.ucla.edu/ 

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

Our guest this week is an accomplished hospitality leader with around 15 years of experience. He believes that both old and new properties alike can be transformed into engaging and thoughtful spaces. Please welcome Managing Partner and Co-Founder of Oliver Hospitality, Ethan Orley!

Ethan joins Host Dan Ryan for a discussion on the challenges of creating #1 ranking hotels from the right canvas. Ethan shares tips for successful business partnerships, the importance of multiple guest activities, and how building characters for your narrative creates immersive guest experiences. 

Takeaways: 

• Hospitality is a creative canvas to provide exceptional products and services, exceeding guests' expectations with unique experiences in both hotels and restaurants. It offers the opportunity to reimagine spaces and leave a lasting impression on visitors.
• Investors are primarily driven by financial returns, emphasizing the significance of structuring projects correctly. In addition, the challenge of pursuing unique and innovative ventures sets a pathway for success in a market that demands differentiation.
• Starting a new business venture can be daunting, taking the leap and starting small is a lower risk option. Starting with a feasible amount to manage lets you closely control operations, and work in refinements without becoming overwhelmed.  
• A successful partnership thrives on trust, honesty, and shared goals, while requiring continuous effort and hard work. Collaboration and complementary skills contribute to the growth and success of the partnership.
• Maintaining a strong focus on beverage sales is crucial for restaurants and hotels, as it offers higher profit margins compared to food sales. By strategically entertaining guests and creating multi-dimensional experiences, businesses can maximize their revenue potential.
• While many brands focus on their design guidelines, they should instead focus on how a character would interact with the narrative they are creating. By designing around the actions of the character, you create an experience that naturally immerses guests. 
• When renovating a hotel, the only thing you can control is your entry point. While operation costs and renovations can easily run more than expected, the cost to purchase stays fixed. 

Quote of the Show:

• “It's a good sign when they take all the collateral, it means you've done something well, and it's the price of being memorable.” - Ethan Orley

Links:

• Twitter: https://twitter.com/eorley 
• LinkedIn: https://www.linkedin.com/in/ethanorley/ 
• Website: https://www.oliverhospitality.com/ 
• Instagram: https://www.instagram.com/oliverhospitality/ 

Shout Outs:

• 00:43 - Fairlane Hotel In Nashville: https://www.fairlanehotel.com/ 
• 00:58 - Hotel Clermont In Atlanta: https://www.hotelclermont.com/ 
• 01:35 - Taylor Swift
• 01:49 - Philip Welker: https://www.linkedin.com/in/pwelker/ 
• 02:09 - Hutton Hotel: https://www.huttonhotel.com/ 
• 06:21 - Courtney Bishop: https://cortneybishop.com/ 
• 10:54 - Lodge At Marconi: https://www.lodgeatmarconi.com/ 
• 14:24 - NYU: https://www.nyu.edu/ 
• 17:44 - Oliver Royale: https://www.oliverroyale.com/ 
• 18:26 - University of Tennessee: https://www.utk.edu/ 
• 34:23 - Ponce City Market: https://www.poncecitymarket.com/ 
• 46:50 - Ted Williams
• 50:03 - Ashleigh Narcelles: https://www.linkedin.com/in/ashleighbnarcelles/ 
• 50:04 - Sondra Richardson
• 50:06 - Brandy Liles: https://www.linkedin.com/in/brandy-liles-98b0967/ 
• 52:00 - Dolly Parton
• 52:05 - Dollywood: https://www.dollywood.com/ 
• 54:42 - Craig Bradford: https://www.linkedin.com/in/csbradford/ 

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

Through the hospitality of others, we are enabled to share those feelings of welcoming and acceptance in future interactions. Today’s guest is someone who’s work in hospitality is influenced by the support of those around him. Our guest this week is an experienced designer with a well rounded international background. Joining the show is Regional Director of Design Strategies for IHG, Henri Munyengango!

Henri shares the mic with Host Dan Ryan for a thoughtful conversation on the impacts we leave on each other’s lives. Henri shares the ways he is helping the next generation of designers, the necessity of collaboration, and the importance of understanding client’s motivations. 

Takeaways: 

• Hospitality is about creating a space where people feel expected and embraced. Instilling a sense of hospitality is focused on creating environments that welcome guests and help them create memories. 
• For Henri, his journey into hospitality was powered by the support of his community around him. Through the support of the family he spent time with in America, Henri was encouraged to pursue his dream of design. 
• Hearing a client doesn’t like a concept you’ve developed can sting, but it’s important to understand their motives. At the end of the day, your client is running a business, and the pushback originates from their need to ensure they are making a sound investment. 
• One of the most exciting parts of working with brands is getting to truly pair with them to tell their story. Every touch point from check in to the room needs to distill a brand’s aspirations into a concrete physical form. 
• Understanding and embracing cultural differences, especially in hospitality, is crucial for building acceptance and fostering curiosity. Being acknowledged and inquiring about someone's background promotes the ultimate acceptance anyone seeks.
• Seeking advice and leveraging the perspectives of others can provide valuable opportunities for personal growth and mindset shifts, emphasizing the power of collaboration and multiple perspectives in problem-solving.
• Being a mentor brings fulfillment and allows for sharing experiences and knowledge. It provides an opportunity to guide and support individuals, whether they are team members or students, and make a positive impact in their lives.

Quote of the Show:

• “I thank those individuals who invested in me to allow me to be at a place here in my life where I can give back.” - Henri Munyengango

Links:

• LinkedIn: https://www.linkedin.com/in/henri-munyengango-7b472620/ 
• Website: https://www.ihg.com/ 

Shout Outs:

• 3:20 - Akagera National Park: https://www.africanparks.org/the-parks/akagera 
• 5:43 - Catholic Social Services
• 19:27 - Milli Vanilli
• 32:36 - Holly Kappes: https://www.linkedin.com/in/holly-kappes-56648610/ 

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

Our guest on this week’s episode is a wealth of knowledge on all facets of the hotel and hospitality industry. He’s a leader who knows how to turn a hotel into something that is truly a destination. Joining the show this week is General Manager at the upcoming Regent Santa Monica Beach, Younes Atallah!

Younes sits down with Dan Ryan to discuss his time in the industry, and the role of the General Manager. Younes shares his management strategies, the importance of exceptional programming, and why collaboration is a crucial skill for any member of your team.

Takeaways: 

• Hospitality is an inherent concept of treating others with warmth and care, extending from our homes to the hotel industry. It comes from the heart and is about treating people as you would treat them in your house. 
• Continuous improvement is essential in any talent, whether it's sports, music, or acting.In the hospitality industry, teamwork and constant challenge are essential for improving the skills and talents of staff.
• Relationships and being a skilled generalist are crucial in the dynamic world of hotel management. The ability to manage teams, juggle priorities, and reintroduce brands requires constant dedication and expertise.
• Providing exceptional programming is crucial for hotels to exceed guest expectations and create memorable experiences. Comfortable accommodations are expected by guests, but it's the added features and activities that truly make a hotel stand out.
• Regularly engaging with people and observing their behavior by walking around is a valuable management practice. It offers opportunities to understand their desires and motivations, leading to impactful insights and positive outcomes.
• The pandemic has made it increasingly difficult to find good people and talent, especially in industries like hospitality. Management teams should look to foster internal talent, and help employees grow in ways that excites them.
• Growing up in a family that owned a travel agency, Younes experienced hospitality from an early age. The experience led to a deep connection with the hotel industry and a career pathway shaped by a memorable vacation.

Quote of the Show:

• “There's very, very few, if any, positions in a hotel where individual contributors actually exist.” - Younes Atallah

Links:

• LinkedIn: https://www.linkedin.com/in/yatallah/ 
• Website: https://regentsantamonicabeach.com/ 

Shout Outs:

• 00:52 - California Hotel and Lodging Association: https://calodging.com/ 
• 01:25 - Beverly Wilshire: https://www.fourseasons.com/beverlywilshire/ 
• 01:57 - Regent Shanghai: https://www.ihg.com/regent/hotels/us/en/shanghai/shasd/hoteldetail 
• 02:02 - IHG: https://www.ihgplc.com/en 
• 11:40 - Six Senses: https://www.sixsenses.com/en 
• 11:44 - Intercontinental: https://www.ihgplc.com/en/our-brands/intercontinental 
• 11:46 - Kimpton Hotels: https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 
• 11:48 - Vignette Hotels: https://www.ihg.com/vignettecollection/hotels/us/en/reservation 
• 12:53 - Carlton Cannes: https://carltoncannes.com/en/ 
• 13:00 - Cannes Film Festival: https://www.festival-cannes.com/en/
• 38:06 - Regent Hong Kong: https://hongkong.regenthotels.com/ 
• 38:12 - Regent Phu Quoc: https://phuquoc.regenthotels.com/ 
• 43:22 - Minnesota Vikings: https://www.vikings.com/ 
• 43:45 - Four Seasons DC: https://www.fourseasons.com/washington/ 
• 43:51 - Mark Bromley: https://www.linkedin.com/in/marcbromley/ 
• 43:57 - Stan Bromley
• 44:32 - Four Seasons San Francisco: https://www.fourseasons.com/sanfrancisco/ 

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

In the rapidly changing world of tech, the hospitality industry can struggle to keep up. Today’s guest is here to provide some guidance. Drawing on her 20 plus years of technology experience, she creates innovative experiences for guests and travelers. Joining the show this week is The Travel and Hospitality Industry Advisor at Salesforce, Jacqueline Nunley!

Jacqui joins host Dan Ryan to look towards the future of the hospitality industry. They discuss the common challenges facing hoteliers when implementing technology, the ways AI can revolutionize customer experience, and how brands need to think about implementing AI. 

Takeaways: 

• Hospitality is an ever changing landscape. As guest expectations have changed, technology has advanced rapidly, creating a blank slate. This allows for the industry to redefine what hospitality means to them. 
• Because the hospitality industry is often fragmented, implementing new technologies can be a challenge. When looking for new solutions, leadership should prioritize technologies that can work cross-functionally.
• The level of repeatability and consistency in an experience needs to be tailored to the type of experience. Knowing what to expect can provide comfort to guests, but many guests often seek the unique experiences of the locations they visit. 
• When looking to implement tech into a hotel, the end goal should be on making the staff’s jobs easier. By freeing up staff from mundane tasks that can easily be replaced, you allow them more time to focus on providing the human element to guests. 
• AI offers many benefits to the end customer, but it requires careful consideration of a guest’s concerns. With many guests, there is a concern about the privacy of their data. Hotels need to provide a sense of security to ensure that guests trust the technology. 
• Implementing AI into the hospitality industry is not about replacing people’s jobs, but rather about allowing them to better serve guests. Conversational AI can speed up support calls, drastically reducing customer frustrations.
• While AI has the potential to redefine the hospitality industry, it’s adoption needs to be intentional. Instead of adding AI features because a competitor had, first assess if the use of that technology will add value to your customers. 

Quote of the Show:

• “How are you engaging with your customers at the speed at which your customers are evolving?” - Jacqueline Nunley

Links:

• LinkedIn: https://www.linkedin.com/in/jacquelinesnunley/  
• Twitter: https://twitter.com/Jnunley12  
• Company website: https://www.salesforce.com/ 

Shout Outs:

• 01:09 - ILC: https://ilcongress.com/ 
• 43:45 - Jamie Dimon: https://www.linkedin.com/in/jamiedimon/ 
• 01:02:45 - Dreamforce: https://www.salesforce.com/dreamforce/ 

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

Our guest this week is a talented designer who is redefining the world of hospitality design. With over 25 years of experience, she has lent her expertise as an Adjunct professor at the New Jersey Institute of Technology. Please welcome to the show Senior Director, Design & Project Management at Marriott International, Linda Laucirica!

Linda joins Host Dan Ryan for an in depth conversation on design philosophy. Linda shares the importance of starting with a cohesive design strategy before creating a narrative, the necessity of having an elevator pitch, and how the hospitality industry can create more welcoming spaces in the healthcare industry.  

Takeaways: 

• Hospitality is the desire to give comfort and joy. True hospitality comes from a celebration of shared human experience, and a desire to connect through that humanity with others
• The intersection of storytelling and design, with an emphasis on editing and conveying clear messages, is crucial in creating impactful narratives. This is important in full-service lifestyle brands, where aspirational design plays a key role in brand identity.
• When conducting research and designing for a brand, it is essential to effectively summarize the concept in a concise elevator pitch. This helps align design decisions with the brand's vision and ensures unique project outcomes.
• Creating successful narratives for "soft brands" requires a different approach than for "hard brands". Designers must create a strategy that directly connects with the brand's vision, ethos, and personality, before jumping into crafting a compelling narrative.
• Technology has impacted the design process, shifting from manual creation to digital tools and 3D visualization. This transformation emphasizes the need for designers to adapt, understand scale, and create spaces that resonate with our human experience.
• Hospitality focused design has an important role in the healthcare industry. By creating welcoming hospitals and treatment centers, you can leave a positive impact on someone’s journey to healing. 
• For Mariott’s W Hotels there are three tenets of design: form follows fantastic, tactile materiality, and clean maximalism. These three elements combine to create unique experiences for guests. 

Quote of the Show:

• “That message also wants to have an emotional connection to who you're speaking with, right? Otherwise why write the story? Why share your thoughts?” - Linda Laucirica

Links:

• Instagram: http://www.instagram.com/lindalaucirica/ 
• LinkedIn: https://www.linkedin.com/in/lauciricadesign/ 
• Website: https://www.marriott.com/marriott/aboutmarriott.mi 

Shout Outs:

• 01:38 - McCartan Design: http://www.mccartan.com/ 
• 03:26 - The Peanuts
• 04:10 - NJIT: https://www.njit.edu/ 
• 06:07 - Cornell: https://www.cornell.edu/ 
• 09:22 - Starwood Hotels
• 09:49 - Westin Hotels: https://westin.marriott.com/ 
• 09:49 - Autograph Collection Hotels: https://autograph-hotels.marriott.com/ 
• 09:50 - Le Méridien Hotels: https://le-meridien.marriott.com/ 
• 09:51 - Renaissance Hotels: https://renaissance-hotels.marriott.com/ 
• 09:52 - Design Hotels: http://designhotels.com/ 
• 09:53 - Tribute Hotels: https://tribute-portfolio.marriott.com/ 
• 09:56 - Gaylord Hotels: https://www.gaylordhotels.com/ 
• 10:19 - W Hotels: https://w-hotels.marriott.com/ 
• 19:31 - Dune
• 20:59 - Rockwell Group: https://www.rockwellgroup.com/ 
• 21:01 - Barnes And Noble: https://www.barnesandnoble.com/ 
• 21:29 - Pinterest
• 21:30 - Instagram
• 22:01 - Revit
• 27:04 - Woolly Mammoth Theatre: https://www.woollymammoth.net/ 
• 27:05 - Arena Stage: https://www.arenastage.org/ 
• 28:17 - New York School Of Interior Design: https://www.nysid.edu/ 
• 29:50 - Mohegan Sun: https://mohegansun.com/ 
• 30:10 - David Rockwell
• 30:46 - Children’s Hospital at Montefiore: https://www.cham.org/ 
• 31:43 - Carl Sagan
• 34:32 - Lionel Ohayon: https://www.linkedin.com/in/lionelohayon/ 
• 34:35 - Memorial Sloan Kettering: https://www.mskcc.org/ 
• 36:58 - W Union Square: https://www.whotelsnewyork.com/property/w-new-york-union-square/ 
• 44:02 - Steve Higgins
• 44:08 - Theresa Fatino: https://www.fatinodesign.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

Our guest on this week’s episode is someone who over the past 25 years has played a pivotal role in the development and adoption of biofuels. He’s a forward thinking leader who is committed to creating a better world. Joining Dan Ryan is President and CEO at World Energy, Gene Gebolys!

Gene highlights the importance of achieving net zero, the value of being authentic, and the technology behind biofuels. 

Takeaways: 

• Hospitality is about welcoming others into your space and putting them at ease. In the context of sustainability, it is crucial to focus on decarbonizing sectors like aviation and help people travel with a lower carbon impact, aligning their actions with their values.
• Net zero is a critical concept in combating climate change, where the goal is to remove as much carbon as is emitted. Though offsets exist to absorb emitted carbon, their effectiveness and quality vary, calling for careful consideration in their implementation.
• Offsets have been widely abused, leading to a lack of confidence in them. However, the use of insets, which displace carbon emissions in the same sector, provides a high-quality alternative to offsets that can effectively reduce a sector's carbon footprint.
• Displacing fossil fuels with alternative energy sources may seem small in scale compared to the overall demand. However, it is crucial for leading brands to authentically uphold their net zero commitments and inspire other companies to join them.
• The importance of embracing innovation, energy efficiency, and sustainable living, lies in their ability to create a more thoughtful, connected, and sustainable future for all. To move forward, we must embrace a more community focused way of life.
• Approximately 9% of global carbon emissions are emitted during steel production. To address this, there is a growing need for increased efficiency and thoughtful design to reduce the creation and disposal of preventable waste.
• By using wind energy to break water into Oxygen and Hydrogen, wind energy can be stored in the form of “green hydrogen”. This allows for a renewable energy source like wind, to be bottled up and transported across the globe. 

Quote of the Show:

• “If you're a corporate leader today, how can you be a corporate leader on everything but the biggest problem the species faces?” - Gene Gebolys

Links:

• Twitter: https://twitter.com/GebolysGene 
• LinkedIn: https://www.linkedin.com/in/genegebolys/ 
• Website: https://www.worldenergy.net/ 

Shout Outs:

• 05:47 - Google Flights: https://www.google.com/travel/flights
• 05:56 - United Airlines: https://www.united.com/en/us 
• 06:31 - Hotel Marcel: https://www.hilton.com/en/hotels/hvnsdup-hotel-marcel-new-haven/ 
• 11:53 - John Oliver’s Carbon Offsets: https://www.youtube.com/watch?v=6p8zAbFKpW0 
• 25:05 - Air Products: https://www.airproducts.com/ 
• 37:50 - The Sustainable Aviation Buyers Alliance: https://flysaba.org/ 
• 38:06 - Microsoft: https://www.microsoft.com/en-us/ 
• 38:07 - Deloitte: https://www2.deloitte.com/us/en.html 
• 38:10 - Apple: https://www.apple.com/ 
• 38:15 - Bank of America: https://www.bankofamerica.com/ 
• 38:17 - JPMorgan Chase: https://www.jpmorganchase.com/ 
• 46:24 - Taniya Nayak
• 46:31 - Yellow Door Taqueria: https://www.yellowdoortaqueria.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