Defining Hospitality

Customers are guests who have honored you with their patronage. Adding in special touches can show your gratitude in a way that earns their repeat business. Expanding your business does not mean you forfeit the ability to make changes in your community, Zingerman’s is proof of this. Learn from a 19-year customer service veteran, Zingy leader, and Managing Partner at Zingerman’s Roadhouse, Lisa Schultz.

If you haven’t had the pleasure of eating in a Zingerman’s location and witnessing their hospitality first hand, listen to Lisa speak about the critical steps to Giving Great Service..

Takeaways: 

• Hospitality means accommodating your guests to make their experience unique and special, while providing consistently great service and quality food. Consistency is essential because the guest should know what level of service to expect. 
• All Zingerman’s locations follow their Three Steps to Giving Great Service. First, find out what the guest wants, get it for them accurately, politely, and enthusiastically, and lastly, go the extra mile. Do these steps consistently to create a reliably great experience.
• ​​Use the process of visioning to create future plans. Look at goals for success and future objectives, internally and externally, at relationships with vendors, your staff’s experience, and every aspect that could affect success. 
• Open book accounting and management allows every employee from dishwashers to shift leaders to feel like they have an impact on processes. You will have suggestions for improvement on issues that upper management might not notice. 
• Open book processes also improve retention and hiring of employees who want their opinion to matter or who want to participate in the success of the business. It will allow people to improve points of frustration or disagreement.
• Choosing greatness over growth does not mean you forfeit growth. You will instead, grow in a way that creates raving fans in a world where word of mouth is one of the most impactful marketing tactics, while being free. 
• If your employees care, it translates to good service. A serving team’s genuine care will shine through to the guest and make a uniquely welcoming experience. Otherwise, you have a team of people who aren’t invested in the wellbeing of your guests. 

Quote of the Show:

• “If your staff feel taken care of, they're probably going to give better service.” - Lisa Schultz

Links:

• Company website: https://www.zingermansroadhouse.com/ 
• Instagram: https://www.instagram.com/zingermansroadhouse/ 

Shout Outs:

• 1:30 - USC Trojans: https://usctrojans.com/sports/football 
• 02:11 - Small Giants - Bo Burlingame 
• 03:55 - Ari Weinzweig
• 09:39 - Alex Young
• 11:15 - The Great Game of Business - Jack Stack
• 27:02 - Danny Meyer: https://www.linkedin.com/in/dhmeyer/ 

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

This week on Defining Hospitality, we have the pleasure of welcoming back a hospitality veteran who has consistently showcased his exceptional skills in the industry. As the guest on the third episode, he dove into his experiences as the leader of Chesapeake Hospitality. Returning to the show nearly two years later is President of Remington Hospitality, Chris Green. Chris reflects on the ways his definition of hospitality, and the industry at large, have evolved over the years. Chris sheds light on the process of merging Chesapeake Hospitality with Remington Hospitality, and the recent rebranding of the company. 

Takeaways: 

• For Chris, hospitality comes not from the knowledge in your head, but the motivations in your heart. Hospitality is the combination of how you relate to others, how committed you are, and how you spend time with those around you. 
• When you work with a variety of owners, you need to understand the heart and connection that each owner has. Some owners prioritize profits, while others prioritize service. Different requirements need different management styles. 
• A merger of two companies takes work, but the most important work comes before the acquisition. Instead of assessing compatibility on economic plans alone, spend time making sure your cultures, values, and goals are in alignment. 
• No matter what your business goals are, you can never let the focus come off of the people. People are the heart of your operation, and if you want to achieve success, you need to make sure your people are enabled for success. 
• When a new opportunity arises, it’s usual to go out and find a new buyer to strike up a relationship with. However, if you present that opportunity to current clients instead, you shift from being a commodity to a true partner. 
• Personal wellbeing programs are important to keep a company running smoothly, but the focus needs to be on all employees. It’s not enough for the C-suite to implement something they think works. You need proper feedback from ground level employees.

Quote of the Show:

• “Hospitality is not hard, it’s heart.” - Chris Green

Links:

• LinkedIn: https://www.linkedin.com/in/wchrisgreen/ 
• Website: https://www.remingtonhotels.com/ 

Shout Outs:

• 07:24 - Sloan Dean: https://www.linkedin.com/in/sloandean/ 
• 09:43 - Hospitality Daily: https://podcast.hospitalitydaily.com/ 
• 15:49 - Sarah Eustis: https://www.linkedin.com/in/sarah-eustis-4a41198/ 
• 19:51 - The Murrieta Hot Springs Resort: https://www.murrieta-hotsprings.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 Defining Hospitality this week is an architect with over 2 decades of experience designing spaces. He’s a renowned leader who thrives in the intersection of hospitality, real estate development and technology. Welcome to the show, President of The Hardy Group, Brent Hardy! Dan shares the mic with Brent to learn more about Brent’s background and how The Hardy Group has grown. In this episode, Brent shares strategies for balancing vision and budget, highlights the importance of effective communication, and looks towards the future of the hospitality industry. 

Takeaways: 

• For Brent, hospitality is more than just a hotel building or an office space. Hospitality is about the interactions with people, and appreciating the moments throughout the whole experience.
• When working on a project, balancing vision with budget is a necessary aspect that takes planning. While making changes to your design is never the first plan, your team needs to be collaborative on making adjustments to fit budget constraints.  
• When new clients enter the industry, they don’t fully understand the operational requirements or a property. When helping design new buildings, you’ll need to communicate the nuances of planning for operations.
• As the industry matures, it’s more important than ever to have a plan for training your next generation. Build out opportunities for them to grow as professionals and to step into leadership roles.
• When looking towards the future, companies with a strong foundation need to be focusing on expanding their vision. Find new entrances to the market, try new ideas, and identify missed opportunities from the company’s history.
• When working with a client for the first time, they may have concerns. To instill confidence in your clients, you need to demonstrate both technical aptitude and a level of passion for what you do. Passion for your work is integral in building trust.
• While clients don’t need to know every technical detail on a product, they do want to know you understand their concerns. By putting yourself in their shoes, and empathizing with their needs, you build a stronger relationship.

Quote of the Show:

• “10 years from now, if we’re doing the exact same thing we’re doing now, we’ve made a mistake.” - Brent Hardy

Links:

• LinkedIn: https://www.linkedin.com/in/brent-hardy-aia-ishc-20706353/ 
• Website: http://www.jhgi.com/ 

Shout Outs:

• 24:42 - University of Illinois 
• 33:54 - Danny Meyer: https://www.linkedin.com/in/dhmeyer/ 
• 33:56 - Setting The Table: https://a.co/d/j03hDnF 

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

Joining us on this week’s episode is a talented and award winning  designer whose creativity defies the boundaries of the industry. She’s a frequent contributor to Hotel News Now and a recurring speaker at industry events who has been recognized as one of Hotel Management’s Top 30 Influential Women in Hospitality. Welcome to the show, Principal and Managing Director at Pierre-Yves Rochon, Amy Jakubowski! Amy sits down with boat Dan Ryan to discuss what it means to design spaces, the attributes of successful design teams, and what it means to understand the why. 

Takeaways: 

• For Amy, hospitality is about creating, defining, and enriching the human experience. Every location has a unique culture, and good hospitality creates a human connection that highlights those attributes. 
• In the hospitality industry, you need to be able to hustle. As a leader, you’ll find yourself having to manage people and address their needs, all while balancing the design work for your clients. Being able to adapt quickly is a necessary skill.
• When designing across any medium, you need to understand the why. Why are you doing this, why are you doing it this way? You can’t challenge convention unless you understand why it was there in the first place. 
• Designing a space goes beyond visual aesthetic, but to every element of the human experience. You need to consider elements like where luggage goes, how people move through the hallways, and the overall function of the space. 
• When designing a space with a Michelin Star chef, you are not designing for them, you are designing an extension of them. You are creating the theater in which their dishes are presented, and all elements must reflect this. 
• Creating a successful design team requires members with more than just a strong portfolio. Good team members are collaborative, have a positive outlook, and are helpful and encouraging. 
• One application of design that is often scarce in hospitality is hospital design. To create more welcoming and healing spaces, hospital designers should work in tandem with hospitality designers. 

Quote of the Show:

• “You can’t challenge the system unless you know why it was there to begin with.” - Amy Jakubowski

Links:

• LinkedIn: https://www.linkedin.com/in/amy-jakubowski/ 
• Website: https://www.pyr-design.com/en/ 
• Publications:
  • https://ishc.com/wp-content/uploads/Amy-Jakubowski_HNN.pdf 
  • https://www.costar.com/article/1391676743/5-fashion-trends-translated-to-hotels 

Shout Outs:

08:10 - Julia Monk: https://www.linkedin.com/in/julia-monk-faia-fiida-noma-2aa11711?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3B8jYgH4ofSpi9Z%2BLl7kjATg%3D%3D 

08:28 - Hank Brennan

08:30 - Peter Gorman

08:31 - David Beer

16:26 - The George V Hotel

16:30 - The Ritz London

17:34 - The Jade Signature

20:05 - Boucheron

20:06 - Chopard

21:18 - The Inn At Little Washington

22:54 - Perkins&Will

26:22 - The Waldorf Astoria NYC

26:31 - The Waldorf Astoria Lusail Doha

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/
• YouTube: https://youtu.be/V49NNZCG3jg 

Sitting down with us for this week's episode of Defining Hospitality is someone who is highly skilled in modern furniture, retail, and textiles. As the recipient of an honorary doctorate from the NY School of Interior Design, he is revamping the furniture design industry. Our guest this week is the Executive Chairman of Crypton Fabrics, Former CEO of Design Within Reach, and the President and CEO of Heller, John Edelman! Host Dan Ryan talks with John to dive into the intricacies of modern furniture design, the importance of telling an authentic story, and the main requirements when designing for the hospitality industry. 

Takeaways: 

• For John, hospitality is how you would like to be treated as a guest in someone else's home. To put this in action, all guests at the stores he oversaw were given a water when they walked in as a welcome gift. 
• Delivering good service goes beyond just creating a welcoming interaction, you need to apply that service to what the client really wants. You may have given them great service, but if it was service they didn’t want, you’ve only lengthened their journey.  
• When you design an experience with furniture you need to tell an authentic story. Knowing the stories of the furniture and the way it’s presented reinforces the rest of the experience that has been created.  
• If you can speak in superlatives and tell the truth, you’ve won. When building an authentic brand, start with a true statement, explain it, and be very honest about it. Once you’ve identified your statement, expand upon it. 
• When designing furniture for the hospitality industry, there are three main requirements. Your product must have fantastic and fresh design, it must be in stock and readily available, and it needs a sustainability story. 
• When designing furniture, you need to have a sustainability story. For Heller products there is a multi pronged approach. Their furniture is long lasting and 100% recyclable by design. Should you wish to part with your piece, they will take back and recycle it.
• When implementing hospitality in a retail environment, encourage employees to ask questions to address customer needs. If you're practicing the concept of hospitality, you're never selling anything. You're defining a need and then servicing it.

Quote of the Show:

• “If you're practicing the concept of hospitality, you're never selling anything. You're defining a need and then servicing it.” - John Edelman

Links:

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

Shout Outs:

00:32 - New York School of Interior Design

06:13 - Be Original Americas

08:00 - Aloft Hotels

10:23 - John McPhee: https://www.linkedin.com/in/john-mcphee-a3a80418/ 

14:01 - John Edelman New York Times Article: https://www.architecturaldigest.com/gallery/design-within-reach-chris-hardy-slideshow 

25:12 - Hlynur Atlason: https://www.linkedin.com/in/hlynur-atlason-4770a66/

32:00 - Savannah College of Art and Design

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

While amenities play a role in satisfying customers, true hospitality grows from your team. Our guest this week is on a mission to build things that last, and create places with soul and purpose that leave lasting memories. She grew up in the hospitality industry and is responsible for some of the most iconic hotels in New England. Joining the show this week is Founder and CEO at Main Street Hospitality Group, Sarah Eustis! Host Dan Ryan interviews Sarah for a masterclass on creating memorable experiences where she shares how to empower your employees, creating consistent levels of hospitality, and how to go the extra mile to wow customers. 

Takeaways: 

• For Sarah, hospitality means creating a sense of both belonging and connection. True hospitality comes not from complimentary breakfasts or high thread count sheets, but a feeling of welcome in your guests. 
• Satisfaction can be hard to measure, but the most effective methods are reviews and return rates. A good review means a customer had a great experience, and a high return rate means they are choosing you over the numerous other options available. 
• While you may offer hotels that vary in price point, that doesn’t mean they need to vary in the level of hospitality. A more expensive hotel may have more amenities, but the level of service, care, and hospitality the staff provide should be the same across the board. 
• While a standard operating procedure is essential to running a business, it can create a rigid experience for guests. If you empower your staff, and allow them to break SOP without permission, they can create a better experience for your guests.
• When amenities are unavailable to guests, using words like “unfortunately” focus the guest on the negative aspect of the service you are trying to provide. Instead, using the phrases like “I wish I could” make the guest feel like you are on their side. 
• When assessing new business partners, they need to pass the like, trust, and respect filter. The deal may look good on paper, but if you and a potential client don’t like each other, trust each other, and respect each other, it won’t be fully beneficial. 
• A truly luxurious experience revolves around personalized experiences. At the Canoe Place, rooms come set to the guests requested temperature, mini bars are pre stocked with their favorites, and turndowns are done to reflect the side of the bed they sleep on.

Quote of the Show:

• “The hospitality isn't better or worse depending on the price or the level of luxury of a hotel.” - Sarah Eustis

Links:

• LinkedIn: https://www.linkedin.com/in/sarah-eustis-4a41198/ 
• Website: https://www.mainstreethospitalitygroup.com/ 

Shout Outs:

• Mario Arakelian: https://www.linkedin.com/in/mario-arakelian-041b277/ 
• Will Guidara: https://www.linkedin.com/in/will-guidara-b64952243/ 
• Unreasonable Hospitality: https://a.co/d/iP1aekh 
• Andrew Benioff: https://www.linkedin.com/in/llenrockgroupbenioff/ 
• Independent Lodging Congress: https://ilcongress.com/
• Henson Shaving: https://hensonshaving.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/
• YouTube : https://youtu.be/pqCrXltcvdM

Checking in for today’s episode of Defining Hospitality is a passionate member of the hospitality space who sees design through a unique lens. She’s a design maven who flawlessly utilizes her skills for business development. Joining us today is Associate, and Director of Business Development at Looney Associates, Molly McDonald. Molly joins host Dan Ryan to share her journey from Designer to Director, explore hospitality as a sense of community, and explain why you’re never stuck in one bucket in the industry.  

Takeaways: 

• For Molly, her definition of hospitality has changed with her career. When she started, hospitality was a space she designed within. As her career progressed, hospitality began to evolve into a feeling of community, highlighting the importance of collaboration. 
• As a young designer you may feel worried about getting stuck in one place for too long. You’re not limited to one path, but a change doesn’t need to come externally. If you vocalize your wants to your company, you can find a fulfilling change internally. 
• Every client facing business relies on strong customer relationships, and hospitality is no different. In the hospitality design industry, client relationships can last up to 5 years, and you need to be prepared to work with that client for a long time frame. 
• If you’re looking to get into business development, having a strong design background is crucial. To effectively sell, you need to know what you’re selling, and be able to speak to nuances in schedules, processes, vendors, and more. 
• While there are many talented driven designers out there, there are only a handful of lead designer roles at firms. For designers looking for other high caliber roles, business development allows you to both utilize your design skills, and drive growth for your firm. 
• While Revit and BIM may feel like overkill on some projects, they provide value in communicating ideas to clients. 3d renders give a better sense of the project to decision makers who aren’t familiar with reading floor plans. 
• Hospitality design has gotten more and more intricate. More frequently, designers are interacting with architects at early stages, and providing the lens of hospitality to non-traditional projects like senior living facilities and social clubs. 

Quote of the Show:

• “I've always loved getting to know everybody and I didn't realize that I could turn that into my job.” - Molly McDonald

Links:

• LinkedIn: https://www.linkedin.com/in/molly-mcdonald-5ba68b38/ 
• Website: https://www.looney-associates.com/ 
• Email: [email protected] 

Shout Outs:

• Southern Living Magazine
• Heather O'Sullivan: https://www.linkedin.com/in/heather-o-sullivan-1a33b5b/ 
• James Looney: https://www.linkedin.com/in/james-looney-209a15a/
• John Nelson: https://www.linkedin.com/in/john-nelson-66358514/ 

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

Today’s guest is an expert in the hospitality industry who has established his firm as the 3rd most successful US brokerage firm within the hospitality industry. He’s the host of the weekly series Teague Walks and Teague Talks where he focuses on outstanding properties and the people behind them. Joining the show this week is President & CEO at Hunter Hotel Advisors, Teague Hunter. Teague sits down with Host Dan Ryan to discuss how he got started in hospitality, the challenges of operating a hotel, and how Private Equity firms changed the hotel landscape.

Takeaways: 

• Most people view hospitality either on the operations and service side, or the physical buildings side. For Teague, hospitality is a way of life. It’s what he was raised in, and is something he has built a life and career in. 
• When Private Equity firms started investing in hospitality, it changed the landscape. To investment firms, properties became a number on a spreadsheet. Where PE firms faced their biggest challenge was understanding the operational nuances of hotels. 
• As hotels have evolved to include rooftop bars, bistros, and restaurants, assessing value gets more complicated. However, by bundling those assets together, you can purchase them for a 6-7% cap rate, rather than a 10+% cap rate separately.  
• Typical investment properties like office space or multifamily units offer fairly straight forward investments. Hotels offer more revenue, but require a higher level of operational talent. Good operators can make a hotel, while bad operators will break one. 
• Hotels are not cookie cutter, and there is no reason their management should be either. Each hotel will have a regional aspect to it, and when looking to invest in a hotel, you need to pair with management that can support those attributes. 
• While investors are responsible for managing the bottom line, success starts with your employees. Employees are your number one customer, and if you take care of your people first, it all trickles down after that. 
• While Hunter Hotel Advisors has grown as a business, it remains a family business with a core focus on its people. Their culture of teamwork and open communication has fostered an environment of success. 

Quote of the Show:

• “We can speak to Wall Street, our DNA is in Main Street.” - Teague Hunter

Links:

• LinkedIn: https://www.linkedin.com/in/teaguehunter/  
• Company website: https://www.hunterhotels.net/  
• Youtube: https://www.youtube.com/@TeagueTalks  

Shout Outs:

• Glenn Haussman: https://www.linkedin.com/in/glennhaussman/ 
• Danny Meyer: https://www.linkedin.com/in/dhmeyer/ 

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/
• YouTube :https://youtu.be/p7vNlBjNTV4 

On this episode of Defining Hospitality we’re shining a spotlight on the work of a previous guest and fellow hospitality podcaster. Josiah Mackenzie is the publisher of Hotel Operations, and the host and writer of the Hospitality Daily podcast and blog. We’re excited to share this compilation episode with recent interviews from Josiah’s podcast. The guests featured today are CEO & President of Four Sisters Inns Tamara Mims, General Manager at the Enso for Kimpton Hotels Marlon Smith, Founder of The June Britt Morgan-Saks, and VP of Strategic Growth at eBerry by Nordic Choice Hotels Christian Lundén. We hope you enjoy. 

Tamara Mims: “Don't nickel and dime your guests.”

• Key Takeaway: Complimentary amenities go a long way in increasing the value a guest has at your establishment. The hotels Tamara works with often offer complimentary wine and cheese, parking, internet, and even bicycles for guests to enjoy. While you need to increase room rates to balance out expenses, offering these amenities makes guests feel special.  
• Episode: https://podcast.hospitalitydaily.com/2103299/12407793 
• LinkedIn: https://www.linkedin.com/in/tamaramims/ 
• Company: https://www.foursisters.com/ 

Marlon Smith: “We are ambassadors.”

• Key Takeaway: In the hospitality industry, you get to be an ambassador for your local community. You should be providing your guests with the keys to the local experiences that highlight the culture and history of your area. Ultimately, you want your guests to be as excited about the area as you are. 
• Episode: https://podcast.hospitalitydaily.com/2103299/12198882 
• LinkedIn: https://www.linkedin.com/in/marlon-smith-5329a856/ 
• Company: https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 

Britt Morgan-Saks: “Lessons for hospitality from NYC nightlife.”

• Key Takeaway: The “vibe” and feeling of a space is what will ultimately make repeat guests out of first-timers. That magical, exciting, energetic feeling is the most important aspect, but replicating it at scale can be difficult. You can’t be everywhere at once, so hiring people who can bring the same energy and experience is crucial. 
• Episode: https://podcast.hospitalitydaily.com/2103299/12158043 
• LinkedIn:https://www.linkedin.com/in/britt-morgan-saks-93506253/ 

Christian Lundén: “How we are providing hospitality outside the walls of our hotels.”

• Key Takeaway: Your most frequent guests may only spend 60 days at your location, and creating that feeling of hospitality for the rest of the year is a challenge. To address this Christian’s company created a “hotel feeling” service that provides cleaning, bathrobes, soaps, and more directly to your house. 
• Episode: https://podcast.hospitalitydaily.com/2103299/12268901 
• LinkedIn: https://www.linkedin.com/in/christian-lund%C3%A9n-64180a25/ 
• Company: https://www.nordicchoicehotels.com/ 

Josiah’s Links:

• LinkedIn: https://www.linkedin.com/in/josiahmackenzie/ 
• Hotel Operations: https://hoteloperations.com/
• Hospitality Daily: https://www.hospitalitydaily.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

Today’s guest is an innovative industry leader, who is responsible for leading Woodbine's investment strategy across all asset types. Please welcome to the show, Dupree Scovell! Dupree is the Managing Partner and Chief Investment Officer at Woodbine Development Corporation, and he joins the host Dan Ryan to share his view on hospitality and how his journey brought him to where he is now. 

Takeaways: 

• For Dupree, hospitality comes from a deep spiritual state. It is something that can extend to everyone in every aspect of our lives. It’s not just something that you extend to someone staying in a guest room.
• In any industry, you will never be able to go without some sort of conflict at some point. Even when that happens, it’s important to handle yourself by looking for common ground and make sure to avoid looking at it as a zero sum game.
• There are 5 core values that Dupree’s company lives by; Relationships, Effort, Accountability, Conviction and Humility. At the end of the day, humility and relationships are the most important aspects for Dupree.
• When looking ahead for your company, you want to consider what you are building for and what the ultimate goal is in the end. It’s not always about being the biggest company but sometimes it’s about enduring as a company.
• If there is any sort of conflict within your company, you will end up going back to your values and those will help you determine the solution.
• For the future, Dupree takes a methodical and intentional approach rather than letting what others are worrying about get to him and affect his view. 
• If Dupree could go back in time to talk to his younger self, he would give him the advice that his identity isn’t just his grades or the sports he has played, but rather the person he is at his core. 

Quote of the Show:

2:39 “Hospitality is a deep spiritual value.”

Links:

• LinkedIn: https://www.linkedin.com/in/dscovell/
• Website: https://www.woodbinedevelopment.com/

Shout Outs:

06:27 Greg Massey
06:29 First United Bank
13:19 Hunt Companies
18:18 Trammell Crow
18:19 Bob Sulentic
18:26 CBRE
23:43 Hyatt
23:47 James Franque
27:35 Small Giants by Bo Burlingham
28:49 Paul Quinn College
28:57 Dr. Michael Sorrell
30:07 Dallas Independent School District
30:12 Hillcrest High School
31:19 Scovell Scholars

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/
• YouTube : https://youtu.be/8V99CaAcEUY