Defining Hospitality

What does it take to lead a hotel company through constant headwinds while still inspiring teams and delivering exceptional guest experiences?

Today Dan interviews Scott Roby, President of Pacifica Hotels, to explore the state of the hospitality industry. They discuss the importance of focusing on controllable aspects of business, such as team and guest care, amid economic headwinds and legislative challenges in California. Scott shares insights on Pacifica's strategy of balancing ownership and third-party management, the value of maintaining a strong company culture, and the critical role of technology in the industry. The conversation also touches upon the future prospects and financial strategies for 2026 and beyond, emphasizing a meticulous approach to cost management and team accountability.

Takeaways: 

• Encourage team members to share where they’re stuck or what could make their jobs better. Leaders should model vulnerability and ask focused questions like, “What’s one thing I can do to make your job easier?”
• Embrace technology and AI to streamline operations and enhance guest experiences. Use tech to remove rote tasks, freeing up staff for more meaningful guest interactions.
• When working with third-party owners or management partners, ensure alignment in values and culture. Have honest conversations early to avoid misfits that can erode company culture.
• Monitor both macro and micro trends in your market. Be prepared to pivot operations, staffing, and capital allocation as needed to respond to changing conditions.
• Build a culture of accountability. Be direct, give open feedback, and focus on solutions. Transparency with owners and team members builds trust and drives better results.
• Offer opportunities for team members to advance within your organization, which helps with retention and creates a stronger, more flexible workforce.
• At its core, hospitality is about making people feel safe, seen, and heard. Whether with guests or team members, focus on building relationships and delivering care.

Quote of the Show:

“A hotel management company is its people. The quality of the company is first and foremost about the people that they have on their team and how they're leading and inspiring the hotel teams.” - Scott Roby

Links:

• LinkedIn: https://www.linkedin.com/in/scottroby/ 
• Website: https://www.pacificahotels.com/ 

Shout Outs:

• 1:04 - Storyteller Hospitality https://storytellerhospitality.com/ 
• 1:08 - Evolution Hospitality https://www.evolutionhospitality.com/ 
• 2:52 - Independent Lodging Conference https://ilcongress.com/ 
• 15:51 - The Serenity Prayer https://www.praywithme.com/serenity-prayer.html 
• 17:27 - Tapestry Hotels https://www.hilton.com/en/brands/tapestry-collection/ 
• 17:28 - Hilton https://www.hilton.com/en/ 
• 20:01 - World Cup https://www.fifa.com/en/tournaments/mens/worldcup/canadamexicousa2026 
• 55:00 - Smith Travel https://smith.travel/ 
• 55:01 - Hotel Data Conference https://www.hoteldataconference.com/event/89ca421c-aff8-4d2b-a772-c71c8d0bf627/home 

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

Ways to Tune In: 

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

Is EQ more important than IQ when it comes to hospitality?

Today, Manish Puri, General Manager of the Regent Hotels and Resorts Bali, joins Dan to dive into key topics in the industry, such as sustainability, community, and leadership. They discuss the essence of hospitality, differentiating it from mere service, and delve into the concept of regenerative hospitality and sustainability. Manish shares insights from his career at prestigious hotel brands like Oberoi, Burj Al Arab, Six Senses, and Regent Bali. They explore how sustainability initiatives can transform the industry, turning cost centers into investment centers, and the importance of heartfelt service. The conversation also covers the challenges of opening and managing new hotels and the impact of leadership and open-heartedness in inspiring younger generations in the hospitality industry.

Takeaways: 

• Embrace regenerative practices by viewing waste as an opportunity to create value, turning sustainability efforts into investments rather than costs.
• Lead by example and integrity. Your actions are always being observed, so inspire others by consistently doing the right thing, even when no one is watching.
• Pay attention to the small details in your work. Excellence is built on thousands of thoughtful, consistent actions rather than a single grand gesture.
• Foster a culture of genuine care and positivity. Small acts of kindness and authentic smiles can create a powerful ripple effect throughout your organization.
• Design guest programs that encourage visitors to give back to the local community, such as volunteering or sharing their expertise, creating a positive impact beyond their stay.
• Treat sustainability initiatives as opportunities for investment and growth, not just as expenses. Find ways to turn environmental responsibility into tangible value.

Quote of the Show:

“ A luxury brand has to have that caring side of it. Caring for the environment, caring for all stakeholders, caring for the community. Without it, you are not a complete hotel.” - Manish Puri

Links:

• LinkedIn: https://www.linkedin.com/in/manish-puri-36241231/ 
• Instagram: https://www.instagram.com/manpuri/ 
• Website: https://www.ihg.com/regent/hotels/us/en/reservation 

Shout Outs:

• 1:15 - Oberoi Hotels and Resorts https://www.oberoihotels.com/ 
• 1:16 - Burj Al Arab https://www.jumeirah.com/en/Stay/Dubai/Burj-Al-Arab-Jumeirah 
• 1:17 - Potato Head https://seminyak.potatohead.co/ 
• 1:22 - Six Senses https://www.sixsenses.com/en/ 
• 2:28 - IHG https://www.ihg.com/hotels/us/en/reservation 
• 2:30 - Kimpton https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 
• 2:33 - Intercontinental https://www.ihg.com/intercontinental/hotels/us/en/reservation 
• 5:10 - Beverly Wilshire https://www.fourseasons.com/beverlywilshire/ 
• 5:12 - Pretty Woman https://en.wikipedia.org/wiki/Pretty_Woman 
• 5:48 - Four Seasons https://www.fourseasons.com/ 
• 5:49 - Jim Brown https://www.linkedin.com/in/jim-brown-718240a/ 
• 22:42 - TripAdvisor https://www.tripadvisor.com/ 
• 28:45 - Tom Cruise https://en.wikipedia.org/wiki/Tom_Cruise 
• 28:52 - Grand Hyatt https://www.hyatt.com/grand-hyatt/en-US 
• 28: 53 - Kempinski Palace https://www.kempinski.com/en/palace-portoroz 
• 29:02 - University of Oxford https://www.ox.ac.uk/ 
• 29:02 - Cornell University https://www.cornell.edu/ 

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

Ways to Tune In: 

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

What happens when a hotel developer moves from building Hampton Inns to creating lifestyle hotels with fire pits and Michelin-starred restaurants?

Today’s guest is a returning guest, Stephen Wendell, Co-Founder and CEO of Mountain Shore Properties. They explore the shift from select-service properties to luxury and lifestyle hotels, examining the business dynamics and guest experiences that differentiate these segments. Steven shares insights on building independent lifestyle hotels, dealing with construction challenges, financing, and the pivotal role of major brands and creative freedom. They also discuss the evolving demands of younger travelers and the potential for lifestyle hotels to serve as cultural hubs. The conversation touches on financing strategies, the impact of current economic conditions, and the balance between guest experience and profitability.

Takeaways: 

• The most successful hospitality projects prioritize unique, memorable experiences for guests, which can lead to long-term loyalty and word-of-mouth growth.
• Each project is a learning opportunity. Apply lessons from past mistakes to improve future outcomes and avoid repeating errors.
• Consider a mix of select service and lifestyle/boutique properties to balance stability with higher-reward opportunities.
• Affiliation with major brands can make financing easier and provide valuable marketing/distribution support, but weigh the costs and benefits carefully.
• The best hotels become hubs for both guests and locals. Create spaces and experiences that attract both groups.
• Younger travelers value experiences over points. Offer unique, local collaborations and experiences to attract and retain this demographic.
• Hospitality is a long-term business. Set expectations with investors and partners accordingly, and operate with a long-term mindset.

Quote of the Show:

“Some people quit in the messy middle. We’ve pushed through, and now we know what to do and how to do it.” - Stephen Wendell

Links:

• LinkedIn: https://www.linkedin.com/in/stephen-wendell-5417291a/ 
• Website: https://mountainshoreproperties.com/ 

Shout Outs:

• 1:18 - Philadelphia Eagles https://www.philadelphiaeagles.com/ 
• 2:00 - Camptown https://mountainshoreproperties.com/project/camptown-leeds-ny/ 
• 3:56 - Airbnb https://www.airbnb.com/ 
• 4:14 - Hyatt https://www.hyatt.com/ 
• 4:15 - Dream https://www.hyatt.com/dream-hotels 
• 4:16 - The Standard https://www.hyatt.com/the-standard/en-US 
• 4:17 - Bunkhouse https://www.hyatt.com/bunkhouse-hotels/en-US/explore 
• 4:18 - Hilton https://www.hilton.com/en/ 
• 4:19 - Graduate https://www.hilton.com/en/brands/graduate-hotels/ 
• 4:22 - Nomad https://www.hilton.com/en/brands/nomad-hotels/ 
• 4:23 - Marriott https://www.marriott.com/default.mi 
• 5:09 - Courtyard https://courtyard.marriott.com/ 
• 5:17 - Hotel Genevieve https://mountainshoreproperties.com/project/hotel-genevieve-louisville-ky/ 
• 7:20 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 
• 13:00 - Gary Vaynerchuk https://en.wikipedia.org/wiki/Gary_Vaynerchuk 
• 13:50 - Steve Jobs https://en.wikipedia.org/wiki/Steve_Jobs 
• 13:52 - Bill Gates https://en.wikipedia.org/wiki/Bill_Gates 
• 13:53 - Jeff Bezos https://en.wikipedia.org/wiki/Jeff_Bezos 
• 14:49 - James Beard https://en.wikipedia.org/wiki/James_Beard 
• 17:18 - AC Hotels https://ac-hotels.marriott.com/ 
• 18:07 - Independent Lodging Congress https://ilcongress.com/ 
• 18:18 - Deutsche Bank https://www.db.com/ 
• 18:20 - Bank of America https://www.bankofamerica.com/ 
• 22:31 - Vanguard https://investor.vanguard.com/ 
• 22:32 - John Bogle https://en.wikipedia.org/wiki/John_C._Bogle 
• 23:09 - JDV https://www.hyatt.com/jdv-by-hyatt/en-US/explore 
• 24:08 - IHG https://www.ihg.com/hotels/us/en/reservation 
• 24:12 - Vignette https://www.ihg.com/vignettecollection/hotels/us/en/reservation 
• 25:29 - Waldorf Astoria https://www.hilton.com/en/brands/waldorf-astoria/ 
• 34:40 - Ritz Carlton https://www.ritzcarlton.com/ 
• 45:57 - Jerome Powell https://en.wikipedia.org/wiki/Jerome_Powell 
• 52:26 - Paul Volcker https://en.wikipedia.org/wiki/Paul_Volcker 
• 54:59 - Costa Susana https://costasusana.com/en/ 
• 56:20 - Hotel Saint Cecilia https://www.bunkhousehotels.com/hotel-saint-cecilia 
• 56:47 - Regent Hotels https://www.ihg.com/regent/hotels/us/en/reservation 

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

Ways to Tune In: 

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/po...

“Design is subjective, but quality is objective.”

Today, Spencer Levine, President of RAL Companies and Affiliates, joins Dan to dive into hospitality development. Spencer shares insights from his extensive career in architecture and landscape development. The conversation covers the importance of delivering tangible and thoughtful hospitality experiences, the significance of strategic partnerships, and the crucial role of creative problem-solving in the development process. Spencer also delves into his experiences during the 2008 financial crisis and how it shaped his company's approach to handling distressed projects. Additionally, he reflects on lessons from his father and the impact of company culture on successful project execution.

Takeaways: 

• Exceptional service can overcome shortcomings in physical spaces. Focus on delivering care and responsiveness to guests and clients.
• Approach challenges by seeking solutions, not dwelling on problems. Be proactive and creative, especially when facing constraints.
• Invest in relationships and develop a strong network, both internally and externally. Know who to call when you need expertise beyond your own.
• Strive for authenticity in design and experience. Make spaces and services reflect the unique character of their location and purpose.
• Take personal responsibility for your work and encourage accountability within your team. Share knowledge and support each other to achieve common goals.
• No task is beneath you. Be ready to do whatever it takes to deliver a project, from high-level strategy to hands-on work.
• Make decisions with intention and commit to them. Don’t get stuck in indecision. Pivot if needed, but move forward with conviction.

Quote of the Show:

“Design is not necessarily just beautiful, it's making a decision and forging ahead with it.” - Spencer Levine

Links:

• LinkedIn: https://www.linkedin.com/in/spencer-levine-665b1078/ 
• Website: https://ralcompanies.com/ 

Shout Outs:

• 0:45 - Mandarin Oriental Resorts and Residences https://ralcompanies.com/projects/mandarin-oriental/ 
• 0:49 - Zero Irving https://ralcompanies.com/projects/14th-street/ 
• 0:51 - Four Seasons Vail https://www.fourseasons.com/vail/ 
• 0:54 - ULI New York https://newyork.uli.org/ 
• 1:50 - Monty Python https://en.wikipedia.org/wiki/Monty_Python 
• 10:31 - Horst Schulze https://horstschulze.com/ 
• 13:13 - Robert Levine https://www.linkedin.com/in/robert-levine-65b60628/ 
• 17:24 - Roan Steamboat https://www.steamboatsprings-realestate.com/roan/ 
• 17:41 - The Madeline https://aubergeresorts.com/madeline/ 
• 26:45 - Ironshore https://www.ironshorecayman.vip/ 
• 28:22 - Hart Howerton https://www.harthowerton.com/ 
• 28:32 - Meyer Davis https://www.meyerdavis.com/ 
• 29:31 - Reda Amalou https://www.redaamalou.com/en/ 
• 29:37 - Ocean House https://www.oceanhouseri.com/ 
• 35:45 - Field of Dreams https://en.wikipedia.org/wiki/Field_of_Dreams 
• 46:38 - Vincent Cangelosi https://www.linkedin.com/in/vincent-cangelosi-4053a23/ 
• 47:24 - Steve Higgins https://www.canoehospitality.com/ 
• 50:48 - Young President’s Organization https://www.ypo.org/ 
• 58:31 - Cornell University https://www.cornell.edu/ 
• 59:10 - Harvard University https://www.harvard.edu/ 

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

Ways to Tune In: 

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

The secret to a hotel's success isn’t just great design; it's what guests don't see.

Harzali Hashim, Complex Director of Engineering at Kyo-ya Hotels and Resorts in Honolulu, joins Dan to discuss sustainability engineering within the hospitality industry. They discuss Harzali's extensive 20-year career in hotel and resort engineering, focusing on the importance of maintenance, design, and sustainability in creating memorable guest experiences. They explore the operational challenges of managing historic properties, the significance of green engineering, and the collaborative efforts across the industry to uphold high standards. The episode also touches on Harzali's leadership within the Hawaii Lodging and Tourism Association's Engineers Advisory Council and his proactive approach in mentoring and fostering sustainability initiatives.

Takeaways: 

• Focus on creating memorable experiences for guests, not just through amenities but also through attentive service and a welcoming environment.
• Regularly maintain both visible and behind-the-scenes infrastructure to ensure long-term property value and guest satisfaction.
• Implement sustainable practices, such as energy and water conservation, and educate both staff and guests on their importance.
• Build strong relationships with all stakeholders: designers, engineers, housekeeping, and ownership to ensure successful projects and renovations.
• Be willing to rethink traditional processes and adapt quickly to changing circumstances for more efficient project delivery.
• Maintain honest and open communication with all project stakeholders to reduce misunderstandings and accelerate progress.
• Engage in community service and industry events to strengthen local ties and contribute positively beyond your organization.

Quote of the Show:

“Sustainability has been part of me for a while. Being here in Hawaii, embracing the local community means being sustainable.” - Harzali Hashim

Links:

• LinkedIn: https://www.linkedin.com/in/harzali-hashim-b6901540/ 
• Website: https://www.kyoyahotelsandresorts.com/ 

Shout Outs:

• 0:53 - Marriott https://www.marriott.com/default.mi 
• 1:15 - Sheraton Waikiki https://www.kyoyahotelsandresorts.com/sheraton-waikiki/ 
• 1:19 - Diamond Head https://dlnr.hawaii.gov/dsp/parks/oahu/diamond-head-state-monument/ 
• 1:31 - Moana Surfrider https://www.kyoyahotelsandresorts.com/moana-surfrider/ 
• 2:56 - The Royal https://www.kyoyahotelsandresorts.com/the-royal-hawaiian/ 
• 3:00 - The Palace https://www.kyoyahotelsandresorts.com/the-palace-hotel/ 
• 6:48 - Halekulani https://www.halekulani.com/ 
• 8:23 - John Staub https://www.linkedin.com/in/jonathan-staub-a8486914/ 
• 8:26 - Philpotts https://www.philpotts.net/ 
• 10:55 - Starwood Hotels https://en.wikipedia.org/wiki/Starwood_Hotels_and_Resorts 
• 11:28 - Disney https://www.disney.com/ 
• 23:23 - Engineers Advisory Council https://www.hawaiilodging.org/engineers-advisory-council.html 
• 23:27 - Hawaii Lodging and Tourism Association https://www.hawaiilodging.org/ 
• 27:48 - Eileen Madigan https://www.linkedin.com/in/eileenamadiganasid/ 
• 27:49 - Las Vegas Sands Corp https://www.sands.com/ 
• 31:44 - Princess Kaiulani https://www.kyoyahotelsandresorts.com/princess-kaiulani/ 
• 44:55 - Green Business Program https://greenbusiness.hawaii.gov/ 

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

Ways to Tune In: 

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

What does it take to manage 420 apartments and create a million memorable moments? 

On this episode, host Dan Ryan sits down with Sebastián Torres-Calderón, the CEO of Stay U-nique, an award-winning short-term rental company in Spain. Sebastián shares his journey from customer journey intern to CEO and reveals how implementing the Entrepreneurial Operating System (EOS) helped his company not only survive the chaos of COVID but quadruple in size. The conversation dives deep into how Stay U-nique uses data and technology to create a frictionless guest experience, the challenges of a rapidly evolving industry, and the political headwinds facing the short-term rental market. Sebastián offers a unique perspective on the debate between prohibition and regulation and provides a powerful case for why collaboration between the private and public sectors is the key to solving housing inventory issues.

Takeaways: 

• Track key metrics (KPIs) across all departments, not just leadership, to identify and address recurring issues. Use data to drive improvements in guest experience, operations, and communication.
• Use frameworks such as the Entrepreneurial Operating System (EOS) to set clear goals, break them into manageable projects (“rocks”), and review progress regularly. Involve the entire team in the process for maximum impact.
• Don’t be afraid to make mistakes, learn, and adapt. Regularly test new approaches, measure their impact, and iterate quickly. 
• Use technology to streamline operations (e.g., remote locks, cleaning apps) and enhance the guest experience, but ensure it remains personal and responsive.
• Success takes time and consistent effort. Focus on long-term growth rather than immediate results.
• Empower every team member with ownership of projects and clear goals to drive company-wide improvement.

Quote of the Show:

“To take that time and make it something that they will remember forever, and get to do that every day, that's amazing.” - Sebastián Torres-Calderón

Links:

• LinkedIn: https://www.linkedin.com/in/sebasti%C3%A1n-torres-calderon-serkovic-310044121/ 
• Website: https://www.stay-u-nique.com/en/ 

Shout Outs:

• 0:53 - World Travel Awards https://www.worldtravelawards.com/ 
• 10:46 - EOS https://www.eosworldwide.com/ 
• 12:02 - Airbnb https://www.airbnb.com/ 
• 13:43 - Traction https://amzn.to/4fEGOTZ 
• 13:43 - Gino Wickman https://www.ginowickman.com/ 
• 14:53 - Mitcham Rentals https://www.mitchamgrouprentals.com/ 
• 16:23 - Enrique Alcántara https://www.linkedin.com/in/enrique-alc%C3%A1ntara-b9623b/ 
• 24:28 - What the Heck is EOS? https://amzn.to/4fGGXGC 
• 40:49 - Sonder https://www.sonder.com/ 
• 40:56 - Marriott https://www.marriott.com/default.mi 

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

Ways to Tune In: 

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

What does it mean to develop a host mindset?

Today, Dan dives into the transformative principles of the 'host mindset' with Steve Fortunato, founder of roomforty and the Fig House. Steve shares his journey from a restaurateur and caterer to becoming an influential leadership facilitator, emphasizing the importance of making others feel valued. The conversation highlights the impact of hospitality in business, practical strategies to foster engagement, and the significance of personal growth and generosity-driven cultures. This episode is a deep exploration of how hospitality principles can enhance both personal and professional interactions, creating a kinder and collaborative environment.

Takeaways: 

• Approach every interaction, whether with clients, colleagues, or customers, with the intention to make others feel valued and cared for.
• Define a small set of practical, non-aspirational values that are deeply linked to your mission and vision. Integrate them into hiring, training, and daily operations.
• Seek out coaches, mentors, or peer groups who challenge you and help you grow. Stay open to learning and feedback.
• Give value first, without expecting immediate returns. Trust that value will come back to you through the virtuous cycle of generosity.
• Apply hospitality beyond the industry. Use these principles in any field or relationship.
• Even in gig-based or temporary workforces, make people feel important and included to inspire better performance and loyalty.
• Recognize that mastery is a journey, not a destination. Stay humble, coachable, and always strive to be better.

Quote of the Show:

“ I don't believe hospitality is an industry. I believe it's a virtue.” - Steve Fortunato

Links:

• LinkedIn: https://www.linkedin.com/in/steve-fortunato-3b990516/ 
• Website: https://stevefortunato.com/ 
• Book Link: https://amzn.to/45zaddw 

Shout Outs:

• 0:38 - The Fig House https://www.fighousela.com/ 
• 5:48 - Patina Group https://www.patinagroup.com/ 
• 6:01 - Wolfgang Puck Catering https://wolfgangpuckcatering.com/ 
• 14:49 - Bill Clinton https://en.wikipedia.org/wiki/Bill_Clinton 
• 14:53 - Bob Hope https://en.wikipedia.org/wiki/Bob_Hope 
• 24:39 - John F Kennedy https://en.wikipedia.org/wiki/John_F._Kennedy 
• 43:44 - Toyota https://www.toyota.com/ 
• 57:28 - DC Structures https://dcstructures.com/ 

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

Ways to Tune In: 

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

What is the power of providing unique experiences?

Today, Dan chats with the Co-Founders of Reset Hotels, Ben Uyeda and Adam Wininger, about their unique hotel venture designed for the next generation of conscious travelers. Ben and Adam share insights from their journey in hospitality, emphasizing the importance of midweek group bookings for corporate and wellness retreats, and creating meaningful, immersive experiences in the vast, open spaces of Joshua Tree. The conversation explores the concept of 'reset' in hospitality, the value of modular construction in remote areas, and future visions including art installations, unique retreats, and potentially an interplanetary hotel. Join the conversation as they discuss how thoughtful design and unique experiences can transform simple stays into unforgettable journeys.

Takeaways:

• Excellence in hospitality (and any field) comes from attention to detail and continuous improvement—strive to perfect the small things, not just the big vision.
• Make sure you’re intentional about the guest experience. Always consider how you want people to feel during and after their experience with you, whether in hospitality, business, or daily life.
• Prioritize midweek group and retreat bookings. They are a key driver of business success.
• Be willing to evolve your ideas and operations as you learn from real-world experience. The best concepts often emerge from adapting to changing circumstances.
• Move beyond generic spaces—offer unique, authentic moments (like outdoor activities, art installations, or surprise elements) that guests will remember and share.
• Design experiences that encourage genuine interaction, such as group hikes, yoga at sunset, or shared reading materials.
• Make it easy to deliver “magical” experiences by building thoughtful, repeatable systems (e.g., providing thank you cards and mailing them for guests).

Quote of the Show:

 ”I've always thought of hospitality as the craft of the welcome.” - Ben Uyeda

“ We fully intend to do all that. Just creating little moments of surprise for people out in the desert.” - Adam Wininger

Links:

• LinkedIn: https://www.linkedin.com/in/ben-uyeda-6927215/ 
• LinkedIn: https://www.linkedin.com/in/adam-w1818654323333/ 
• Website: https://www.stayreset.com/ 
• Instagram: https://www.instagram.com/reset.hotel/ 

Shout Outs:

• 1:16 - Entrepreneurs Organization https://eonetwork.org/ 
• 2:48 - HD Vegas https://hdexpo.hospitalitydesign.com/ 
• 8:24 - U2 https://en.wikipedia.org/wiki/U2 
• 8:28 - Meadowlands Arena https://en.wikipedia.org/wiki/Meadowlands_Arena 
• 9:32 - Hype Beast https://hypebeast.com/ 
• 19:09 - Burning Man https://burningman.org/ 
• 24:29 - W Hotels https://w-hotels.marriott.com/ 
• 24:35 - SoulCycle https://www.soul-cycle.com/ 
• 28:06 - Rick Rubin https://en.wikipedia.org/wiki/Rick_Rubin 
• 29:30 - Jesse Itzler https://en.wikipedia.org/wiki/Jesse_Itzler 
• 32:21 - Will Guidara https://en.wikipedia.org/wiki/Will_Guidara 
• 33:24 - NoMad Library https://nomadlasvegas.mgmresorts.com/en/restaurants/nomad-library.html 
• 35:27 - Eleven Madison Park https://www.elevenmadisonpark.com/ 
• 38:22 - Storm King https://welcome.stormking.org/ 
• 43:23 - Goose https://www.goosetheband.com/ 
• 46:00 - Mass MoCA https://massmoca.org/ 
• 46:26 - Pappy and Harriet’s https://pappyandharriets.com/ 
• 48:12 - Post Ranch Inn https://postranchinn.com/ 
• 48:21 - Chateau Marmont https://www.chateaumarmont.com/ 
• 55:29 - YPO https://www.ypo.org/ 

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

Ways to Tune In: 

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

It’s not just about what you know or who you know, but who knows you. Today, Eileen Madigan, Senior Vice President of Global Interior Design at Las Vegas Sands Corp joins Defining Hospitality to discuss the power of networking and mentoring within the hospitality industry. With over 35 years of experience in luxury interior design, Eileen shares her journey from working at Four Seasons and Rosewood Hotels to leading significant projects in Asia for Sands. She discusses the importance of having a design philosophy, her experience with a life coach, and the intricacies of scaling luxury design for massive integrated resorts. Eileen highlights the importance of creating everlasting memories through thoughtful design, and offers valuable insights on career progression and the significance of internal and external partnerships in achieving design excellence.

Takeaways: 

• Take time in your career, ideally in your twenties, to understand and define what makes you unique. This clarity will help guide your professional journey and open up opportunities.
• Don’t wait until later in your career to work with a coach or mentor. Regularly seek outside perspectives to help you uncover your strengths, clarify your goals, and stay aligned with your purpose.
• It’s not just about what you know or who you know, but who knows you. Build genuine relationships and make your work and value visible to others in your industry.
• When leading projects or teams, assess and invest in the right people, establish clear processes, deliver quality products, and ensure profitability. All four fundamentals must be aligned for success.
• Whether designing spaces or leading teams, always consider the human experience. Details matter—focus on how people feel and interact with your work.
• Trust your instincts, appreciate the people and opportunities around you, and remember to enjoy the ride—even when it’s challenging.

Quote of the Show:

“At the end of the day, we’re creating everlasting memories.” - Eileen Madigan

Links:

• LinkedIn: https://www.linkedin.com/in/eileenamadiganasid/ 
• Website: https://www.sands.com/ 

Shout Outs:

• 0:40 - Leo A Daly https://leoadaly.com/ 
• 0:41 - Rosewood Hotels and Resorts https://www.rosewoodhotels.com/en/default 
• 0:43 - Four Seasons https://www.fourseasons.com/
• 1:29 - Bruno Viterbo https://www.linkedin.com/in/bruno-viterbo/ 
• 8:44 - Rob Goldstein https://investor.sands.com/governance/executive-management/default.aspx 
• 8:45 - Patrick Dumont https://investor.sands.com/governance/board-of-directors/person-details/default.aspx?ItemId=9c208f5c-ee7e-4166-a224-99617ab747a4
• 15:44 - New World https://www.newworldmillenniumhotel.com/en/?utm_source=glopss&utm_medium=affiliate&utm_campaign=campaign 
• 15:57 - Sonia Cheng https://en.wikipedia.org/wiki/Sonia_Cheng 
• 16:12 - Hotel de Crillon https://www.rosewoodhotels.com/en/hotel-de-crillon 
• 16:40 - Carl Lagerfield https://en.wikipedia.org/wiki/Karl_Lagerfeld 
• 26:32 - Tom Pheasant https://www.thomaspheasant.com/ 
• 26:36 - Turtle Creek https://www.turtlecreekcasino.com/ 
• 35:13 - David Collins https://www.davidcollins.studio/ 
• 37:31 - All Suites Tower https://www.sands.com/news/marina-bay-sands-multi-billion-dollar-expansion-enters-final-phase-of-design-enhancements/ 
• 40:32 - Katherine Blaisdell https://www.linkedin.com/in/katherine-blaisdell-1103ab5/ 
• 40:37 - Evan Burton https://www.linkedin.com/in/evanburton1/ 
• 45:33 - HD Vegas https://hdexpo.hospitalitydesign.com/ 
• 48:23 - Kevin Tyjer https://www.linkedin.com/in/kevin-tyjer-ncidq-a33778a/ 
• 50:56 - Dallas Mavericks https://www.mavs.com/ 
• 1:01:47 - Sivan O’Leary https://www.linkedin.com/in/siobhanholeary/ 
• 1:01:49 - Aubergine Partners https://aubergine-partners.com/ 
• 1:01:52 - Seven Levels of Energy https://amzn.to/41pCimh 

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

Ways to Tune In: 

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

How is adaptive reuse shaping the hospitality industry?

Aimee Sanborn, Senior Vice President of Architecture at Premier joins Dan to dive into adaptive reuse. Aimee shares her passion for preserving history and discusses the challenges and rewards of transforming historic buildings into vibrant, functional spaces. From the streets of downtown Dallas to the lush landscapes of Key West, discover the intricate process and the meticulous attention to detail involved in preserving architectural heritage while breathing new life into old structures. This episode is a must-watch for architects, designers, and anyone interested in the intersection of history and modern hospitality.

Takeaways: 

• Embrace challenges and view constraints as opportunities to innovate. Adaptive reuse projects are known for their "gremlins" and challenges, but these major challenges can lead to an innovative, celebrated solution
• Always consider the end-user's experience first. In hospitality design, it's about making people feel connected to a place, its story, and a bespoke experience. creating designated lobbies and preventing cross-circulation between different uses, such as luxury condos and the public domain, to enhance the resident's experience.
• During economic downturns or challenging times, focus on maintaining quality, supporting your team, and staying optimistic. Despite the hospitality design world experiencing a recession with fewer projects since COVID-19, remaining true to yourself 
• When working on historic buildings, focus on creating a narrative that connects people to the place and its past. This branding and storytelling can be carried throughout the project, from the hotel component to other uses within a vertically integrated mixed-use development.
• A key to successful adaptive reuse is "purposeful preservation," which involves celebrating a building's history and unique characteristics while thoughtfully adapting it for new uses. This includes bringing new life to spaces in a way that feels fresh and welcoming.
• Leverage historic tax credits, as they can be a significant financial driver for adaptive reuse projects.

Quote of the Show:

“When it comes to historic buildings, it’s about bringing new life to the spaces in a way that reflects their past, and makes them feel fresh and welcoming.” - Aimee Sanborn

Links:

• LinkedIn: https://www.linkedin.com/in/aimee-sanborn-aia-ncarb-3b6b5944/ 
• Website: https://www.premierpm.com/ 

Shout Outs:

• 1:08 - Hector Sanchez https://www.linkedin.com/in/hector-a-sanchez-65799b7/ 
• 6:34 - The National https://www.thenationaldallas.com/ 
• 11:29 - Gail Nall https://www.linkedin.com/in/gale-nall-26ab1420/ 
• 18:34 - Loucchese https://www.lucchese.com/ 
• 18:36 - Chick-fil-A https://www.chick-fil-a.com/ 
• 19:09 - Thompson Hotel Dallas https://www.thenationaldallas.com/thompson-hotel/ 
• 19:30 - Monarch https://www.monarchrestaurants.com/about/ 
• 19:58 - Renaissance Tower https://en.wikipedia.org/wiki/Renaissance_Tower_(Dallas) 
• 21:09 - Ashford https://www.ashfordinc.com/ 
• 21:39 - Braemar https://www.bhrreit.com/
• 25:54 - Franklin Pinerua https://www.linkedin.com/in/franklin-pi%C3%B1er%C3%BAa-3a268092/ 
• 25:57 - Johannes Michalsky https://www.linkedin.com/in/johannes-michalsky-80166b77/ 
• 42:57 - Mel Brooks https://en.wikipedia.org/wiki/Mel_Brooks 
• 43:56 - Texas Historic Commission https://thc.texas.gov/ 
• 45:56 - La Pavillion New Orleans https://www.lepavillon.com/ 
• 45:58 - Le Méridien Forth Worth https://www.marriott.com/en-us/hotels/dalwm-le-meridien-fort-worth-downtown/overview/ 
• 48:41 - La Concha Key West https://www.laconchakeywest.com/ 
• 49:20 - Ernest Hemingway https://en.wikipedia.org/wiki/Ernest_Hemingway 

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

Ways to Tune In: 

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