Defining Hospitality

Today’s guest disrupted the hospitality industry twice, and he took an inner city motel and turned it into the 2nd largest boutique hotel brand in America. He was once the global head of hospitality at AirBnb. Please welcome to the show, Chip Conley! Chip is the Founder of the Modern Elder Academy and the Author of the book Emotional Equations. Chip has also received the Pioneer reward, the highest honor in hospitality. He joins the host Dan Ryan to talk about the meaning of hospitality and how he sees it through his lens.

Takeaways: 

• The core feeling of hospitality is having the feeling that something is delivered to you rather than for you. It’s a combination of the science of service and the art of hospitality.
• Through Chip’s perspective, the saying isn’t “you are what you eat” but rather “you are where you sleep”. In thi case, you want to provide your guests with a great experience and comfortable and relaxing spot for them to sleep in.
• When you look at your business from an outside perspective, you want to really think about how you are operating your business in a way that elevates you or differentiates you from the rest.
• Rather than staking your claim on something others do and you claim you do it better, you should really focus on what makes you different from everyone else and maximize it.
• When it comes to being a great leader, psychology can be one of the greatest strengths that you can have. 
• Oftentimes, when people reach their midlife point they lose their purpose in life and what their goal is. Chip seeks to help people find the purpose that they once had and reinvigorate their life. 

Quote of the Show:

5:01 “Service is really a science, but hospitality is an art.” 

Links:

• Twitter: https://twitter.com/ChipConley
• LinkedIn: https://www.linkedin.com/in/chipconleysf/
• Website: https://www.modernelderacademy.com/
• Book Link: https://www.amazon.com/Wisdom-Work-Making-Modern-Elder/dp/0525572902
• https://www.amazon.com/Emotional-Equations-Creating-Happiness-Business/dp/1451607261

Shout Outs:

1:43 The Hotel Phoenix

4:43 Danny Meyer

5:22 Hospitality Quotient

8:02 Rolling Stone Magazine

8:58 Hotel Vitale

9:08 Dwell Magazine

9:10 Real Simple Magazine

9:34 Ian Schrager

9:35 Kimpton

11:52 Peter Drucker

13:32 Brian Chesky

25:38 Hilton

25:39 Marriott

26:43 Man's Search for Meaning by Viktor Frankl

40:17 Andrew Alford

45:52 The Good Life by Dr. Bob Waldinger

50:36 American Prometheus: The Triumph and Tragedy of J. Robert Oppenheimer by Kai Bird

50:43 Cormac McCarthy

56:28 10,000 Waves

1;01:50 Oscar Wilde

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
• Podbean: https://www.defininghospitality.live/
• YouTube : https://youtu.be/i_sah7Jx150

Today’s guest is passionate about travel, art, history, and horseback riding. She authored her masters thesis toward a study of the intersection of advocacy, historic preservation, and architecture and has completed hotel renovations nationwide from conception through close-out. Please welcome to the show, Shannon Seay! Shannon is the Partner and Project Director at H-CPM, and the founder of an industry Networking Collective. Shannon joins the host Dan Ryan to share her thoughts on the hospitality industry. 

Takeaways: 

• The core idea of hospitality is about crafting a community that is inclusive where people are excited to take part in it. It is the difference between place making and space making.
• Every single thing in each of our lives has helped us to develop the perspective that we hold, and it’s the job of the professionals in the hospitality industry to put that together.
• When someone is staying at any place that is in the realm of the hospitality industry (hostel, hotel, motel), they are home away from and finding a place to rest.
• Rest necessitates comfort, and you can’t truly be comfortable if you are in a place that doesn’t speak to you.
• A successful team isn’t a team that has no problems, but rather a team that solves its problems efficiently, coherently and in a professional manner. This applies to all industries as this will make a team act as a better unit.
• Core values for your company aren’t something that are just written up and put on a piece of paper or a website to get a new deal. They are values that each and every team member really needs to embody and represent.
• Everything comes down to a collaborative discussion. When it comes to the custom design space, there are a lot of different people that are involved in that aspect so it’s important to get everyone on the same page, even if that means compromising somewhere.

Quote of the Show:

1:54 “To me, hospitality is placemaking.”

Links:

• LinkedIn: https://www.linkedin.com/in/shannon-seay-28160532/
• Website: https://h-cpm.com/

Shout Outs:

4:42 Hersha Hospitality Management

6:56 Radio Kismet

6:58 University of Pennsylvania Law School

11:31 Damon Lawrence

11:32 Homage

14:16 ILC 

14:50 Andrew Benioff

19:23 Justin Chace

19:39 Steve Siegel

24:57 Small Giants by Bo Burlingham

25:02 Ani DiFranco

26:27 Daniel del Olmo 

26:29 Sage

27:15 Will Guidara 

34:59 The Irish Cottage Inn

37:35 1 Hotel

39:13 Good Shepherd

41:05 Chip Conley

41:08 Modern Elder Academy

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
• Podbean: https://www.defininghospitality.live/
• YouTube : https://youtu.be/B5iqc9TS68Q

Today’s guest uses the spaces he creates to tell a story, all while re-imagining the visual landscape through stylish, spirited and sophisticated design. Currently, he is working on a diverse array of residential and commercial projects, including high profile hotels, restaurants, and retail. Please welcome to the show, Dan Mazzarini! Dan is the Owner and Creative Director at BHDM Design. He joins the host Dan Ryan to share his views on the hospitality industry and what it means to him. 

Takeaways: 

• Hospitality boils down to two key components; Anticipating the guests needs and exceeding their expectations. Without these being in place then it is not true hospitality you are delivering.
• The longer that Dan has spent in the design field, the more he has realized that it is more of a service field. It’s all about the end user and the notion of trying to meet their needs while going above and beyond what they expect. 
• While working at Ralph Lauren, Dan spent time helping people with their apartments on the weekends. During this time he discovered that not only does he like retail, but he was also enjoying the relationships with personal clients. 
• One thing that holds people back from following their dreams is their fear. But if you think about the worst case scenario for starting your own business, it’s worth the risk to try and venture out on your own.
• Don’t be afraid to ask for the better option or to underscore the importance or value of something that is authentic. This will help set you apart from the rest of the designers as no two people will have the same idea of authentic design.
• It’s important to evolve your business as time goes on. Don’t be afraid to take a chance and work on a project that is unfamiliar to you as it can help you grow in a tremendous way.
• Designers for hospitality are in the business of building spaces for people to come together and experience the physical environments around them.

Quote of the Show:

3:19 “I think [hospitality] is really about two small things. One is anticipating needs and the second is exceeding expectations.”

Links:

• LinkedIn: https://www.linkedin.com/in/dan-mazzarini-95553117/
• Website: https://www.bhdmdesign.com/
• archivebydm.com
• Instagram: https://www.instagram.com/danmazzarini/?hl=en
• https://www.instagram.com/archivebydanmazzarini/?next=%2F

Shout Outs:

1:21 The Virgin hotel

1:22 Ritz Carlton

1:34 Eventi Hotel

5:51 Ralph Lauren

6:32 Kramer Design

6:35 Robin Kramer

6:35 Philip Rosenswag

7:30 Michael Kors

7:47 Macy’s

7:48 Bloomingdale’s

10:05 Jennifer Lopez

10:06 Water Work Studio

10:10 Movado Watches

10:12 Shiseido Cosmetics

13:20 Trading Spaces

13:24 HGTV

13:47 The Lion

15:43 Lord’s South Beach

20:43 Brimfield Flea Market

23:14 Wheel of Fortune

42:19 the Brian Paul Hotel

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

Today’s guest is a valued member of the hospitality community with over 30 years of experience. She consistently composes and collaborates with world-class teams of architects and designers to execute unique and innovative hotel concepts. Please welcome to the show, Christina Zimmer. Christina is the Senior Vice President of Design at Highgate Hotels, and she joins the host Dan Ryan to share her views on hospitality and how it interacts with the world around us.

Takeaways: 

• According to the original definition from Webster’s dictionary, hospitality has always been about the experiences that you can give guests rather than the actual location or the food you provide them with.
• Every now and then, it’s nice to get outside of your own environment and try working on different kinds of projects. It’s like a breath of fresh air and helps you to gain a new perspective on future projects you will have.
• Culture plays an important role in hospitality. When you go to a unique place or another country, you can immerse yourself in the culture and really experience the place you are at.
• The most fond memory that Christina has of her trip to Europe was her visit to the Louisiana Museum in Denmark. She holds this memory close to her because she went to that museum with her mother.
• We all stand on the shoulders of those who have helped us reach our goals and be where we are today. It’s important to acknowledge this and respect those around you and be a positive leader yourself.
• There is a certain sensibility to Danish design that permeates the entire Danish society, and this helped to lead Christina to discover her passion at an early age.
• An interesting challenge facing hospitality now is how can you make furniture and design more sustainable for a modern age, while also being comfortable and welcoming.

Quote of the Show:

2:06 “It's not about just giving you a place to sleep and some food to eat. It's about much more than that. The original definition did come from the experiences that you would give to a guest. So it's much deeper than just meeting the basic needs.”

Links:

• LinkedIn: https://www.linkedin.com/in/christina-zimmer-4b17ba11/
• Website: https://www.highgate.com/

Shout Outs:

7:17 Stonehill Taylor

14:17 Guggenheim

22:05 Turner

22:58 Louisiana Museum in Denmark

27:16 Paul Taylor

34:39 Refinery Hotel in New York

39:19 Tales of the City by 

40:46 Waiting for Guffman

41:35 Park Central San Francisco

41:38 Hyatt

42:28 Berman Faulk

46:55 Kimpton

47:05 MC Escher

52:41 Hilton 

52:41 Marriott

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
• Podbean: https://www.defininghospitality.live/
• YouTube : https://youtu.be/Lh76kNqYXh0

Today’s guest is a 2022 Inductee into Interior Design Hall Of Fame,and he approaches design with 5 key elements; sustainability, technology, the client, timelessness and innovation. He pushes beyond the familiar to create buildings and interiors that are distinctive, imaginative and site specific. Please welcome to the show, Gray Davis! Gray is the Co-Owner & Co-Founder of Meyer Davis, Designer. Gray joins the host Dan Ryan to share his inspirations from the hospitality world and how he journeyed his way through this beautiful industry.

Takeaways: 

• Hospitality is all about the experiences for the guest. It allows the owner or operator of the hotel to be a storyteller and provide the guest with a unique experience that they won’t be able to receive elsewhere.
• When you are designing a hotel, you want to make sure that it is a welcoming environment to the guest, and the best way to do this is by being a good listener. Think about the goals the brand or the client wants to achieve and use it as a guide. 
• Typically, design firms are focused on one area but you can learn from every project you work on. This prevents people from being pigeonholed and allows a designer to see all the perspectives on different projects. 
• If Gray could go back and see his younger self, the biggest piece of advice he would offer is to follow your passion. Through all the struggles that he faced, he wouldn’t change anything for the outcome he got.
• At the end of the day, the design for a hotel should be something that puts a smile on someone’s face  or shines a light on something that they never knew or thought before. 
• A great idea can come from anywhere and anyone on the team. It doesn’t matter what role they play, whoever has the best idea is the one that you should run with.

Quote of the Show:

3:24 “There's nothing more rewarding than completing a project, a hotel or resort, somewhere and then seeing how people experience it and react to it.”

Links:

• Website: https://www.meyerdavis.com/
• Hoist fixtures: https://rbw.com/collections/hoist

Shout Outs:

1:21 Will Meyer

1:26 Cindy Allen

1:27 Interior Design Magazine

7:41 Dream Hotel in Nashville

9:34 W Hotels

10:25 Marriott

15:18 Randy Gerber 

15:20 Cindy Crawford

21:11 Rich, Brilliant and Willing

28:53 Stacy Shoemaker

28:59 Nick Jones

29:01 SoHo House

33:56 David Brawley

34:40 John Saladino

35:03 Four Seasons

35:43 Guacame Siegel

35:50 Aero

35:50 Bill Sofield

35:51 Thomas O’Brien

36:34 Raul’s in SoHo

41:53 Red Sea Development Company

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
• YouTube : https://youtu.be/0XKTOcJCBfc

Today’s guest is an entrepreneur and opportunist at heart. With over 30 years of experience in the hospitality industry, he has discovered his favorite part is “wowing” his clients. Please welcome to the show, Scott Lee! Scott is the President and Principal at SB Architects. Scott joins the host Dan Ryan to share his experiences from working on the architecture of a prison to where he is now. 

Takeaways: 

• Hospitality at its core is about truly experiencing the place you are staying at. Whether it’s going away on vacation or visiting a familiar place, a great hospitality experience is defined by coming home and sharing stories of what you experienced while away.
• When you are looking to add people to your design firm, you want to strike the balance of getting like minded individuals as well as getting people that will help push the envelope in a positive way. 
• Hiring people that are a cultural fit for your firm is a key component of doing interviews. If they aren’t a cultural fit, then don’t waste time looking at their drawings or design ideas as it will never work out right.
• One way to keep employees motivated and committed to your company is to sell them a piece of the company. This way they behave like owners and take more responsibility and they will feel a sense of ownership and pride as the company grows.
• New ideas can come from anybody at a company. There is no such thing as bad ideas so it’s a good idea to make your company feel like it’s an open environment where everyone is allowed to speak up and share ideas.
• Some people consider luxury to be crown moldings or marble on marble or other extravagant trappings, but there is more of a shift over to focusing on the quality of the luxury you are receiving rather than the quantity of it.
• Scott’s biggest advice to his younger self is to take risks and don’t be afraid to try something new. If you are waiting for that perfect time it might never come and life will pass you by, so jump in and take a chance. 

Quote of the Show:

2:22 “I think hospitality is going to a place and experiencing the place.”

Links:

• LinkedIn: https://www.linkedin.com/in/scott-a-lee/
• Website: https://sb-architects.com/

Shout Outs:

0:51 David Kennedy

3:31 Hill Glazier Architects

6:45 Rivana at Innovation Station

7:00 Michael Hsu

16:05 Don Sandy

16:12 Sandy Babcock

16:17 Ritz-Carlton

25:59 Farmhouse Inn

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
• Podbean: https://www.defininghospitality.live/
• YouTube : https://youtu.be/WDYRN7OF03o

Today’s guest is a hotel project management expert with extensive experience leading the development, renovation, and repositioning of upscale hospitality assets. Please welcome to the show, Ethan Gabany! Ethan is the Senior Manager of Hospitality Project Management at CBRE. Ethan joins the host Dan Ryan to talk about his journey from pumping gas in a small rural town in Pennsylvania to where he is now. 

Takeaways: 

• Hospitality is all about meeting a guest's needs before they even realize that they have them. You want to be able to deliver a product or a service in that way with compassion and empathy. 
• The first time you work with a client, you have to learn what makes them tick and the things that they enjoy and what they don’t like. This way when it is your second or third time working with them you’ll know exactly what they are looking for in a project. 
• As a manager, it's your job to cut through the noise and distill it to the essence of what is nice to have and what is a must have while also having everyone feel comfortable enough to share their voice and be heard. 
• When people go out to eat at a conference, they are now looking for restaurants that are designed with a unique aspect and are drifting away from the commercialized aspect that used to be popular. 
• From a young age, Ethan was always the planner for the family vacations. He viewed vacations as escape from reality and when he and his family went on a trip to Philadelphia, a chance encounter with a cook helped him to find his passion. 
• Ethan’s first job at 12 years was pumping gas for the gas station his dad had in a small town in Pennsylvania. Ethan found that he had an innate passion for human connection while doing this which eventually led to his career in hospitality.
• Ethan has a passion for the more upscale projects as they tend to allow more creative freedom with their designers. 

Quote of the Show:

1:38  “I would define hospitality as meeting a guest's needs before they have even realized them themselves with compassion and empathy”. 

Links:

• LinkedIn: https://www.linkedin.com/in/egabany/
• Website: https://www.cbre.com/

Shout Outs:

10:55 Liam Neeson

12:23 Ritz Carlton Philadelphia

14:44 Cornell University

14:47 Babson College 

15:44 Omni Resort

15:49 Rosewood

18:39 Retina McCarthy

18:53 Stephanie Robinson

18:54 Brad Wellstead

19:34 Ron Harrison

19:35 Marriott

20:18 Bill Walsh

20:19 Viceroy Hotel Group

22:34 ALIS Conference

25:34 Bob Webster

31:25 Meyer Davis

32:45 Where You Go Is Not Who You’ll Be by Frank Burni

32:51 New York Times

35:51 Fairfield by Marriott

38:59 Bonvoy

43:25 Bennett Thomas

43:40 Hersha Hospitality Trust

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
• Podbean: https://www.defininghospitality.live/
• YouTube : https://youtu.be/U1Z6_cVvtxU

Today’s guest is committed to elevating communities and creating wealth through hospitality ownership and leadership. She is a recent recipient of the FIU Alumni Award, and a hospitality sharpshooter. Please welcome to the show, Ashli Johnson! Ashli is the ​​Executive Director of the Marriott Sorenson Center for Hospitality Leadership at Howard University. Ashli joins the host Dan Ryan to talk about how Howard University is shaking up the hospitality industry and working on getting more diversity in the c-suite level in hospitality.

Takeaways: 

• Hospitality can be viewed through two different parts that combine to make up the whole picture. The first part is the business of service and the second part is the heart and delivery of service. 
• At Howard University, hospitality isn’t a major but the Marriott Sorenson Center allows students to explore what it takes to be a leader in the hospitality industry and create more diversity in the c-suite level of this industry.
• The three main areas that Howard University wants to focus on is that they want their students to learn, understand and impact the hospitality, investment, real estate, and tech and innovation industries. 
• As a society, we have to recognize our own personal bias and really focus on the talent that is fit to lead. We need to stop looking at who we are connected with and rather focus on the merits and what people bring to the table.
• When you are working for an organization, there is a layer of sponsorship that helps you to become aware of positions that are opening up in the company. Having someone work on your behalf to talk about you positively is always a good thing to have.
• Having someone be your sponsor doesn’t have to be a formal position. It can be something as simple as offering some help to a younger person who is looking to grow within the company.
• Growing up with a father who was a Marine Corps Officer, Ashli traveled often and found her passion for hospitality when she was the one in charge of deciding which hotels they would stay at on road trips, or places they would eat, or houses they would move to.

Quote of the Show:

2:05 Hospitality to me is two parts. Hospitality is most certainly the business of service and it's also the heart and the delivery of service.”

Links:

• LinkedIn: https://www.linkedin.com/in/itsashlijohnson/
• Website: https://howard.edu/
• Instagram: https://www.instagram.com/itsashlijohnson/?hl=en

Shout Outs:

1:11 Damon Lawrence 

1:13 Homage Hospitality

1:38 Arne Sorenson

8:26 Independent Lodging Conference

26:15 Lowe’s

29:20 Ray Bennett

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
• Podbean: https://www.defininghospitality.live/
• YouTube : https://youtu.be/VkdBkKhSsWQ

Today’s guest is a leader and motivator who champions involvement. He is an innovative problem solver and has a progressive record of achievements with significant experience in global business strategy. Daniel del Olmo is the President of Hotels and Restaurants at Sage Hospitality Group. Daniel joins the host Dan Ryan to share his views on the hospitality industry and talks about how enriching lives can lead to a better experience for everyone.

Takeaways: 

• The true purpose of hospitality is to enrich the lives of the guests, associates and the communities that you serve. You want to have a positive impact on the people who are coming into your restaurant or your hotel, and without having that impact then hospitality truly can’t be reached.
• There’s no way to get a better sense of how your culture is thriving within your company than spending time with your team. Take the time to sit down and hear what members of your team are saying and see what you can do to help them.
• There is a misconception that you need to have worked in operations or previously worked as a general manager at a hotel to be promoted to being a general manager. You could be in almost any position to be promoted to a general manager as long as you show the skills and determination to do the job right.
• Many people have heard of having a work/life balance, but there is also work/life presence. This is a newer mindset where instead of focusing on how many hours someone works, you focus on what they do in those hours and what work they get done.
• Providing competitive benefits and having a positive reputation with your employees is a great way to attract more people to work with you, and it will help you retain employees as well.
• There is a tangible energy with a company that is creating a positive culture and that energy will bring the right people to your company. 
• As a leader, it’s important to have each member of your team contribute to the greater good and have everyone on the same page to achieve the same company goal. You want people to feel like they belong to something so special in the making.

Quote of the Show:

1:41 “Hospitality then for me is really about enriching lives.”

Links:

• LinkedIn: https://www.linkedin.com/in/danieldelolmo/
• Website: https://www.sagehospitalitygroup.com/
• Instagram: https://www.instagram.com/dsquare32/?hl=en 

Shout Outs:

0:32 Independent Lodging Congress

0:48 The Americas Lodging Investment Summit (ALIS)

23:10 Danny Meyer

32:02 Small Giants by Bo Burlingham

45:02 Fred Reichheld

46:22 Net Promoter Score

47:14 Winning on Purpose by Fred Reichheld

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
• Podbean: https://www.defininghospitality.live/
• YouTube : https://youtu.be/eVmE78VGboc

Today’s guest found his passion for hospitality at a young age. He is a results driven global hospitality executive with extensive operational and development experience, as well as being a passionate, driven leader with a no-nonsense approach. Keith Pierce is the EVP, President Franchise & Development at Sonesta. Keith joins the host Dan Ryan to share his viewpoints on the benefits of franchising a hotel and Sonesta’s unbelievable climb to being the 8th largest hotel in the United States.

Takeaways: 

• At its core, hospitality is the business of caring. This means that you care for your employees, your guests, the development team and the community. Without that sense of caring it will be hard for your hotel to be genuine. 
• During the pandemic, Sonesta managed to create a truly remarkable feat by growing from just 50 hotels to over 1200 hotels that they own or operate. This growth happened when the reit that owned 300 hotels elected to take hotels from the brand they currently had and put them into the Sonesta brand.
• In 2019 the hospitality industry was thriving and seeing the best business it had seen in 40 years, but once 2020 came along that brought the industry down to the lowest it has ever been in 40 years. 
• Sonesta today has a franchise model, a management model and an ownership structure, all which are unique for the Sonesta brand.
• Having a culture of caring for your franchisees helps to sway independent hotels in the decision of who they want to partner with. 
• Sonesta Hotels acts as an owner and operator of a franchisee which helps to provide a comfort level to their franchisees.
• Creating a level of caring and a good culture at a company starts with hiring the right people and having everyone work in the office together. This will help to make sure that everyone has the same goal in mind and works together well.

Quote of the Show:

1:19 “I define hospitality as the business of caring.”

Links:

• LinkedIn: https://www.linkedin.com/in/keith-pierce/
• Website: https://www.sonesta.com/

Shout Outs:

0:33 Marriott Desert Ridge

3:26 John Murray

3:33 SVC

4:27 Adam Portnoy and the Portnoy Family

4:44 Marriott

4:45 IHG

4:47 Wyndham 

4:48 Radison

7:15 Candlewood

7:20 Residence Inn

7:55 Redline Hotel Company

11:48 MIT

31:55 Lodging Hospitality

32:01 New York Hotel Show

32:07 Mandarin Oriental 

32:09 Time Warner Center

33:05 Waldorf Astoria

33:30 Hawthorne Suites

33:32 Joe McInerney

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
• Podbean: https://www.defininghospitality.live/
• YouTube : https://youtu.be/P4pHq99wmMs