Defining Hospitality

Ever wondered how a space can make you feel genuinely cared for? Bruno Viterbo, Vice President of Design at Irvine Company, shares his profound insights into 'the sense of being known' and how it transforms hospitality design at every scale. Bruno shares his extensive experience in the design and real estate industries, including insights from his previous roles at Champalimaud Design and Las Vegas Sands Corp. He reflects on the unique lessons learned from industry legends and how these insights have shaped his approach to creating extraordinary spaces. The episode highlights the significance of partnerships, the role of conviction in leadership, and the challenges and creativity involved in working within regulatory constraints.

Takeaways: 

• Taking a moment to genuinely connect with people around you can provide opportunities for deeper understanding and relationships. Make an effort to be attentive and engaged in your interactions.
• Maintaining a sense of curiosity about other cultures, experiences, and professions can greatly enhance your perspective and creativity. Don’t hesitate to dig deeper and ask questions about the hows and whys of different practices.
• Cultivating long-term relationships with colleagues, clients, vendors, and mentors can significantly enhance your professional journey. Trust and mutual respect are foundational to successful collaborations.
• Embrace challenges and view constraints as opportunities to innovate. Regulatory and environmental constraints can inspire new levels of creativity and problem-solving.
• Always consider the end-user's experience first. This mindset can guide decisions in design, customer service, and overall environment creation, ensuring a more meaningful impact.
• During economic downturns or challenging times, focus on maintaining quality, supporting your team, and staying optimistic. Resilience and adaptability can help navigate and thrive in difficult periods.
• Learning from experienced professionals can significantly shape your career. Be open to listening and absorbing lessons from mentors and industry veterans.

Quote of the Show:

“I started by thinking that we needed to do a lot, and over time I realized I just need to listen a lot more. Then the doing sort of comes with it.” - Bruno Viterbo

Links:

• LinkedIn: https://www.linkedin.com/in/bruno-viterbo/ 
• Instagram: https://www.instagram.com/viterbobruno/ 
• Website: https://www.irvinecompany.com/ 

Shout Outs:

• 0:41 - Champalimaud Design https://www.champalimaud.design/ 
• 0:42 - Las Vegas Sands Corp https://www.sands.com/ 
• 0:56 - Gold Key Awards https://goldkeyawards.com/ 
• 1:47 - HD Expo https://hdexpo.hospitalitydesign.com/ 
• 9:05 - Alexandra Champalimaud https://www.linkedin.com/in/alexandra-champalimaud-1741b91b/ 
• 9:10 - Sheldon Adelson https://en.wikipedia.org/wiki/Sheldon_Adelson 
• 9:12 - Wing Chao https://en.wikipedia.org/wiki/Wing_T._Chao 
• 12:13 - Disney https://www.disney.com/ 
• 21:56 - NeoCon https://neocon.com/ 
• 24:20 - Donald Bren https://www.donaldbren.com/ 
• 28:12 - Napoleon https://en.wikipedia.org/wiki/Napoleon 
• 28:14 - Julius Caesar https://en.wikipedia.org/wiki/Julius_Caesar 
• 35:35 - Traction https://www.amazon.com/Traction-Get-Grip-Your-Business/dp/1936661837 
• 41:55 - Bear Stearns https://www.bearstearnscompanies.com/ 
• 47:29 - The Venetian https://www.venetianlasvegas.com/ 
• 47:34 - CES https://www.ces.tech/ 

🏨✨ 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/

“We love the one-off projects, but our real passion and what we're really looking for are ownership groups where we can do a project with them, forge a relationship, build that trust, and then we grow alongside them.” Joining Dan is Aggie Zamir, Vice President of National Hospitality and Gaming at Cumming Group. They discuss Aggie's insights into the luxury hospitality industry, the importance of building trust and relationships, and how Cumming Group works as a project management office (PMO) and owner's representative. The conversation also touches on mentoring young professionals, the impact of industry organizations like AHLA, and the personal fulfillment that comes from fostering community within the hospitality sector. 

Takeaways: 

• Establish trusted relationships within your teams and with clients. Trust and strong relationships can help navigate through project stresses and challenges more effectively.
• Focus on finding clients who appreciate and value your service offerings and are looking for a long-term partnership. This can help with sustained, meaningful growth rather than just seeking one-off projects.
• Whether in a project setting or through professional dinner gatherings, creating a sense of community among colleagues, clients, and industry professionals can lead to more inspiring and productive collaborations.
• Navigate client preferences by partnering them with experienced team members who can help guide projects to success while respecting client visions and requests.
• Utilize available technology like project dashboards to keep track of multiple project metrics and ensure streamlined communication across teams and with clients.
• Get involved in mentoring young professionals or students in related fields. It can be both personally rewarding and beneficial for the industry.

Quote of the Show:

“Everybody can participate in their community or participate in the industry or mentoring in their own personal way, right? There's no prescription for it.” - Aggie Zamir

Links:

• LinkedIn: https://www.linkedin.com/in/aggie-zamir-a750982b/ 
• Website: https://cumming-group.com/ 

Shout Outs:

• 0:42 - AHLA https://www.ahla.com/ 
• 0:45 - SCI Arc https://www.sciarc.edu/ 
• 2:37 - Redbird https://redbird.la/ 
• 37:16 - Joe Saatcamp https://www.linkedin.com/in/joe-saatkamp-3b1b6712/ 
• 37:32 - TRT Holdings https://trtholdings.com/ 
• 37:39 - Omni Hotels https://www.omnihotels.com/ 
• 38:46 - Gavin Middleton https://www.linkedin.com/in/gavin-middleton-48aa9910/ 
• 38:56 - Starwood Capital https://www.starwoodcapital.com/ 
• 42:35 - Channing Henry https://www.linkedin.com/in/channinghenry/ 
• 43:45 - Marriott https://www.marriott.com/default.mi 
• 52:16 - Hollywood Bowl https://www.hollywoodbowl.com/ 
• 52:18 - Musso and Frank’s https://mussoandfrank.com/ 
• 52:25 - Dodgers https://www.mlb.com/dodgers 
• 52:28 - Rams https://www.therams.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/

“ It's a core tenant of who we are, and it's called put people first. We take care of our people.” Derek De Salvia, Executive Vice President and Chief Customer Officer at Hilton Grand Vacations, joins Dan today to dive into the world of vacation ownership. The discussion covers the personal and professional aspects of hospitality, the evolution and benefits of the vacation ownership model, and how Hilton Grand Vacations differentiates itself in the industry, especially as one of Newsweek’s Top Most Loved Workplaces. Derek shares insights into customer education, the impact of multi-generational ownership, the importance of team member engagement, and the adaptability of vacation ownership through economic cycles and evolving customer needs. The episode concludes with advice for potential customers and an invitation to experience Hilton Grand Vacations firsthand.

Takeaways: 

• Train your team to understand the difference between basic service and true hospitality. Aim for over-delivery on guest expectations.
• Highlight the importance of creating lasting memories for families, which can be a significant selling point for returning customers and multi-generational travel.
• Ensure guests are well-informed about how to maximize their memberships or stays through tutorials, seminars, and resources available on member pages.
• Foster a culture of hospitality among team members. When employees feel valued and cared for, they are more likely to pass on that sentiment to guests.
• Consider the long-term benefits and memories that owning a timeshare can create for your family across generations, rather than just focusing on the upfront costs and annual fees.
• Continuously gather and act on feedback from guest surveys and team member inputs to refine services and address any issues promptly.

Quote of the Show:

“We couldn't talk about hospitality and what that means to people if we didn't share that love and warmth of hospitality to our team members.” - Derek De Salvia

Links:

• LinkedIn: https://www.linkedin.com/in/derek-desalvia-m-s-5a2b5521/ 
• Website: https://www.hiltongrandvacations.com/ 

Shout Outs:

• 0:59 - Newsweek https://www.newsweek.com/ 
• 3:32 - Hilton https://www.hilton.com/en/ 
• 7:59 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 
• 18:21 - Great Wolf Lodge https://www.greatwolf.com/ 
• 18:25 - Blue Green Vacations https://www.bluegreenvacations.com/ 
• 18:27 - Bass Pro https://www.basspro.com/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/

“We are a hospitality company first and foremost.” Joining Dan this week is Alissa Klees, the Brand Leader of Spark by Hilton, the trailblazing brand that earned Hilton recognition as one of Fast Company's 2024 Most Innovative Companies. Alissa delves into what hospitality means to her, encompassing both personal and professional interactions. She shares the incredible journey of Spark, from its secretive "Skunkworks-type room" origins to its rapid global expansion. Highlights include the brand's focus on simplicity, affordability, and owner satisfaction, making conversions quick and efficient. Alissa emphasizes the positive impact on hotel staff pride and guest experiences, backed by Hilton's innovative culture and robust supply chain strategies. The episode also explores future growth opportunities and the lasting impact Spark aims to achieve within the industry.

Takeaways:

• Ensure that the guest experience is straightforward and predictable to meet their expectations consistently. 
• Consider establishing strong partnerships with supply chain managers. Look into negotiating bulk purchasing agreements to keep your renovation or building projects on schedule and within budget.
• Implement systems that align with the philosophy of 'people serving people' to build a strong, service-oriented culture.
• Collect and analyze guest feedback to identify design or service aspects that need improvement. Be flexible and ready to adapt based on the feedback to continually enhance the guest experience.
• Provide value-driven experiences to make budget-conscious guests consider and prefer your brand.

Quote of the Show:

“We are a hospitality company first and foremost.” - Alissa Klees

Links:

• LinkedIn: https://www.linkedin.com/in/alissak/ 
• Website: https://www.hilton.com/en/brands/spark-by-hilton

Shout Outs:

• 0:48 - Fast Company https://www.fastcompany.com/ 
• 1:50 - Skunkworks https://www.lockheedmartin.com/en-us/who-we-are/business-areas/aeronautics/skunkworks.html 
• 2:00 - Lockheed Martin https://www.lockheedmartin.com/ 
• 2:35 - Larry Traxler https://www.linkedin.com/in/larrytraxler/ 
• 5:38 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 
• 6:17 - Hampton https://www.hilton.com/en/brands/hampton-by-hilton/ 
• 16:24 - Sonesta https://www.sonesta.com/ 
• 17:58 - JM Hospitality https://www.jmhospitality.com/ 
• 19:58 - DoubleTree https://www.hilton.com/en/brands/doubletree-by-hilton/ 
• 20:02 - Rogers Arena https://rogersarena.com/ 
• 25:42 - Peloton https://www.onepeloton.com/ 
• 32:55 - Chris Nassetta https://www.linkedin.com/in/chrisnassetta/ 
• 36: 23 - Waldorf Astoria https://www.hilton.com/en/brands/waldorf-astoria/ 
• 37:32 - Tru https://www.hilton.com/en/brands/tru-by-hilton/ 
• 46:01 - Ernest Hemingway https://en.wikipedia.org/wiki/Ernest_Hemingway 
• 49:18 - Conrad https://www.hilton.com/en/brands/conrad-hotels/ 
• 52:58 - Graduate https://www.hilton.com/en/brands/graduate-hotels/ 
• 53:14 - NoMad https://www.hilton.com/en/brands/nomad-hotels/ 
• 53:25 - MGM https://mgmgrand.mgmresorts.com/en.html 

🏨✨ 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 takes determination to dive into hospitality and come out with a boutique hotel that is successful, and that is what Chris Lenz, Founder and CEO of La Compania Hotels and Resorts. Chris shares his journey from opening 37 restaurants to creating extraordinary hotels in Panama. They explore his passion for hospitality, his uncompromising vision, and the meticulous planning that goes into building unique hospitality experiences. Learn about Chris's journey from restaurateur to hotelier, his innovative trifecta perfecta concept, and his ambitious plans for redefining luxury travel in Panama.

Takeaways: 

• Always strive to create unique and memorable experiences that differentiate your property or service from others. Focus on curating personalized touches and special features in your establishment that guests will remember and talk about.
• Maintain an uncompromising vision and execute it with passion. The team must understand and align with this vision to consistently deliver the intended guest experience.
• Consider partnerships with larger brands for access to their distribution networks, loyalty programs, and market reach. Ensure the partnership aligns with your property’s unique and boutique characteristics to maintain brand integrity.
• Enhance the guest journey by minimizing travel hassles. For example, offering private transportation or concierge services that streamline and personalize the guest’s travel experience.
• Even with growth, maintain high standards for service, safety, and uniqueness. This is critical for retaining your brand's value and ensuring guest satisfaction.

Quote of the Show:

“I'm gonna build the best historic landmark hotel in Central America. I'm gonna change the tourism of this country.” - Chris Lenz

Links:

• Website: hlcpanama.com https://www.hyatt.com/unbound-collection/en-US/ptyub-unbound-hotel-la-compania 

Shout Outs:

• 2:02 - Mikey Dobin https://www.linkedin.com/in/mikey-dobin-04308468/ 
• 2:02 - Diana Dobin https://www.linkedin.com/in/diana-dobin-319108b5/ 
• 4:25 - Journey https://en.wikipedia.org/wiki/Journey_(band) 
• 4:26 - Arnel Pineda https://en.wikipedia.org/wiki/Arnel_Pineda 
• 9:36 - Setting the Table by Danny Meyer https://www.amazon.com/Setting-Table-Transforming-Hospitality-Business/dp/0060742763 
• 10:10 - Union Square Cafe https://www.unionsquarecafe.com/ 
• 10:15 - Gramercy Tavern https://www.gramercytavern.com/ 
• 11:52 - McDonald’s https://www.mcdonalds.com/us/en-us.html 
• 13:14 - Rafael Nadal https://en.wikipedia.org/wiki/Rafael_Nadal 
• 25:27 - Holiday Inn https://www.ihg.com/hotels/us/en/reservation 
• 26:25 - UNESCO https://www.unesco.org/en 
• 37:27 - Marriott https://www.marriott.com/default.mi 
• 37:53 - Hyatt https://www.hyatt.com/ 
• 43:41 - booking.com
• 48:08 - Omni Hotels https://www.omnihotels.com/ 
• 1:06:42 - Amtrak https://www.amtrak.com/home.html?msockid=13e7d50d81a968200de9c1bb80596956 

🏨✨ 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 can embracing the Japanese concept of omotenashi create better connections? Dr. Eric Brey, a Professor of Hospitality in the School of Management at the University of Wisconsin-Stout, joins Dan on the show today. Eric brings a wealth of experience from his time in the US Army to earning a PhD in hospitality administration and management. They discuss the significance of hospitality in various contexts, the launch of the nation's first Luxury Management Program at UW Stout, and how luxury isn't limited to opulence but extends to heartfelt interactions and detailed customer service. From the importance of thoughtful gift giving to cultural insights about hospitality, Eric shares the essence of genuine, anticipatory hospitality that enhances guest experiences across the spectrum, whether at a local tavern or a five-star property.

Takeaways:

• Strive to deliver genuine hospitality, which involves anticipating guests' needs and providing meticulous attention to detail.
• Understand the varying expectations in different hospitality settings, from budget accommodations to luxury establishments.
• Recognize the value of understanding and integrating cultural nuances in hospitality. Consider participating in study-abroad programs or international internships to broaden your perspective.
• Engage with industry professionals and participate in hospitality summits and conferences. Extend your network by connecting with professors, industry leaders, and peers on platforms like LinkedIn.
• Always seek to learn from various sources, including other industries and educational programs, to continuously improve your hospitality skills.
• Cultivate meaningful relationships with guests, colleagues, and mentors. Emphasize the importance of personal interactions in an increasingly digital world.

Quote of the Show:

“ Omotenashi is at the heart of every interaction.” - Eric Brey

Links:

• LinkedIn: https://www.linkedin.com/in/professorbrey/ 
• Website: https://www.uwstout.edu/

Shout Outs:

• 2:45 - New York University https://www.nyu.edu/ 
• 2:46 - Pennsylvania State University https://www.psu.edu/ 
• 2:51 - Cornell University https://www.cornell.edu/ 
• 10:56 - Green Bay Packers https://www.packers.com/ 
• 12:34 - Kwik Trip https://www.kwiktrip.com/ 
• 14:13 - Courtyard https://courtyard.marriott.com/ 
• 14:17 - Ritz-Carlton https://www.ritzcarlton.com/ 
• 14:30 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 
• 19:08 - Four Seasons https://www.fourseasons.com/ 
• 20:58 - Michigan State University https://msu.edu/ 
• 20:59 - University of Central Florida https://www.ucf.edu/ 
• 21:00 - University of Nevada-Las Vegas https://www.unlv.edu/ 
• 22:08 - Scott Pierson https://www.linkedin.com/in/scott-pierson/ 
• 23:15 - Giftology https://www.amazon.com/Giftology-Increase-Referrals-Strengthen-Retention/dp/1619614332 
• 25:40 - Paul Bunyan https://en.wikipedia.org/wiki/Paul_Bunyan 
• 33:24 - Dan Seymour https://www.linkedin.com/in/dan-seymour-549a4326/ 
• 33:39 - HD Expo https://hdexpo.hospitalitydesign.com/ 
• 40:14 - David Byrne https://en.wikipedia.org/wiki/David_Byrne 
• 40:16 - American Utopia https://www.imdb.com/title/tt11874226/ 
• 42: 57 - McDonald’s https://www.mcdonalds.com/us/en-us.html 
• 46:32 - Disney https://www.disney.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/

How do you truly make people feel cared for? 

Dan welcomes Dr. Carmen Vlasceanu, an industry veteran with over 25 years of experience in the hotel, aviation, catering, and cruise industries. They discuss the essence of hospitality, Dr. Carmen's career journey from Romania to Carnival Cruises, and her current roles, including Founder and CEO of Global Hospitality and Maritime Leaders. They touch on Dr. Carmen's book “Dare to C.A.R.E”, her contributions to improving customer experience during the COVID-19 pandemic, and her charity work through Angel's Wings Charity. The episode highlights her insights on personal and professional growth in the hospitality industry and her vision for future success.

Takeaways:

• Emulate the spirit of hospitality by ensuring clients and guests feel cared for and valued during their experiences, no matter the industry or context.
• Looking beyond one's own country for hospitality practices can broaden horizons and provide valuable insights into delivering and receiving hospitality.
• Encourage yourself and others to pursue career paths aligned with personal dreams and passions, and be open to changing directions if new opportunities or interests arise.
• Attend events and workshops to connect with peers and leaders in the hospitality industry, gaining diverse perspectives and learning from their experiences.
• Prioritize your mental and emotional well-being to better serve others. If you are fulfilled in your personal life, it will reflect positively in your professional interactions.
• Explore educational platforms providing leadership and personal development courses to enhance your skills and career trajectory in hospitality.

Quote of the Show:

“ I wanted to get to the point where I would anticipate their needs successfully and not just meet their expectations, but exceed them.” - Carmen Vlasceanu

Links:

• LinkedIn: https://www.linkedin.com/in/carmen-vlasceanu-phd-mba-fih-21400425/ 
• Website: https://ghleaders.com/ 
• Book Link: https://amzn.to/4mj73Cp 

Shout Outs:

• 0:42 - Institute of Hospitality https://www.instituteofhospitality.org/ 
• 0:56 - Angels-Wings Charity https://angels-wings.org/ 
• 5:38 - Carnival Cruise Line https://www.carnival.com/ 
• 42:21 - Royal Victoria Patriotic Building https://en.wikipedia.org/wiki/Royal_Victoria_Patriotic_Building 
• 42:55 - Queen Victoria https://en.wikipedia.org/wiki/Queen_Victoria 

🏨✨ 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 balance between hospitality’s business efforts and sustainability efforts? That’s what Andrea Foster, EVP of Hospitality Development at MindClick, is here to talk about on the podcast. The conversation covers how sustainability initiatives can improve guest experiences and align with corporate values. Andrea discusses the importance of measuring sustainability, the impact of intentional design, and the benefits of MindClick's data-driven platform. With anecdotes from their own experiences and practical insights, Dan and Andrea illustrate how forward-thinking practices in the hospitality industry can create positive environmental and economic outcomes.

Takeaways:

• Integrate sustainability into the core values and operations of your business. Audit and measure sustainability metrics to continually improve practices.
• Create one-pagers and marketing materials that highlight sustainability initiatives and share them with corporate travel buyers and event planners. Train front-line employees to articulate the sustainability story to guests.
• Explore opportunities for green financing and lower cost of capital. Use data to demonstrate the financial benefits of sustainability to shareholders and stakeholders.
• Capture demand by aligning with the values of specific demographics (e.g., millennials, Gen Z, female travelers).
• Foster a company culture that celebrates continuous improvement in sustainability efforts.
• Incorporate sustainability into the initial planning stages of new projects to avoid disruptive changes later. Set clear benchmarks and goals for sustainability efforts and track progress over time.

Quote of the Show:

“ We can achieve growth and achieve success and profitability and return on investment while also making decisions that are considerate, careful, respectful, and responsible. There is a way to do both.” - Andrea Foster

Links:

• LinkedIn: https://www.linkedin.com/in/andreakmfoster/ 
• Website: https://www.mindclick.com/ 

Shout Outs:

• 0:44 - Cornell University https://www.cornell.edu/ 
• 0:45 - Boston University https://www.bu.edu/ 
• 0:47 - Purdue University https://www.purdue.edu/ 
• 0:49 - Miraval Resorts  https://www.miravalresorts.com/ 
• 0:50 - CBRE https://www.cbre.com/services/property-types/hotels 
• 0:51 - Marcus Hotels https://www.marcushotels.com/ 
• 0:54 - AHLA Foundation https://www.ahlafoundation.org/ 
• 4:33 - JoAnna Abrams https://www.linkedin.com/in/joannaabrams/ 
• 9:05 - Marriott https://www.marriott.com/default.mi 
• 11:53 - Bitty and Beau’s Coffee https://www.bittyandbeauscoffee.com/ 
• 15:32 - Steve Jobs https://en.wikipedia.org/wiki/Steve_Jobs 
• 19:58 - Metropolis Magazine https://metropolismag.com/ 
• 39:51 - Ritz-Carlton https://www.ritzcarlton.com/ 
• 47:14 - Hotel Marcel https://www.hilton.com/en/hotels/hvnsdup-hotel-marcel-new-haven/ 
• 52:04 - Paul McElroy https://www.linkedin.com/in/paul-mcelroy-3387954a/ 
• 52:05 - Highgate https://www.highgate.com/ 
• 58:59 - Arne Sorenson https://en.wikipedia.org/wiki/Arne_Sorenson_(hotel_executive) 
• 1:00:48 - Gloria Steinem https://en.wikipedia.org/wiki/Gloria_Steinem 
• 1:08:38 - NYU Lodging Conference https://www.sps.nyu.edu/homepage/academics/divisions-and-departments/jonathan-m--tisch-center-of-hospitality/international-hospitality-conference.html 

🏨✨ 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 hospitality education evolving? Nicolas Graf, chaired professor and Associate Dean at New York University’s Jonathan M Tisch Center of Hospitality, joins Dan today to discuss the realm of hospitality education. Their discussion spans Nicolas's unique career path that started from being a high school dropout and chef apprentice in Switzerland, to becoming a chaired professor of hospitality. They explore the essential role of hospitality in everyday life and its potential for significantly impacting careers. The two dive into the future of hospitality education, emerging pathways for students and apprentices, and the substantial impact of hosting hospitality conferences. The episode also highlights the importance of saying 'yes' to opportunities, the evolution of the experience economy, and how institutions like NYU are shaping the future of the hospitality industry.

Takeaways: 

• Say "yes" more often to opportunities that come your way, even if they are outside your comfort zone. These can lead to unexpectedly positive outcomes and career paths.
• Recognize that the hospitality industry offers multiple pathways, including traditional four-year degrees, apprenticeships, and associate degrees that can credit work-based experience. Explore these options based on your circumstances and goals.
• Take advantage of financial aid and scholarships offered by institutions like NYU, especially if financial constraints are a concern. These avenues can significantly reduce the economic burden of higher education.
• Understand that the principles of hospitality (such as making people feel cared for and appreciated) are applicable across various industries beyond hotels and restaurants. Develop and leverage these skills to enhance your career in any field.
• Strive to positively impact others through your work. Whether you're an educator, manager, or employee, making a difference in people's lives is deeply rewarding.
• Be open to different roles and industries throughout your career. Experiences in jobs like hotels, consulting, and even internships can provide diverse skills and perspectives that are highly valuable.

Quote of the Show:

“ One thing that's always been exciting for me is when you can positively impact someone else, and that's probably why I am doing what I'm doing.” - Nicolas Graf

Links:

• LinkedIn: https://www.linkedin.com/in/nicolas-graf/ 
• Website: https://www.nyu.edu/ 

Shout Outs:

• 0:41 - TAM’s Incubator https://tamsincubator.com/ 
• 0:49 - Jonathan M Tisch Center of Hospitality https://www.sps.nyu.edu/homepage/academics/divisions-and-departments/jonathan-m--tisch-center-of-hospitality.html 
• 5:24 - Virginia Tech https://www.vt.edu/ 
• 6:29 - University of Houston https://uh.edu/ 
• 6:34 - Essex Business School https://www.essex.ac.uk/departments/essex-business-school 
• 6:42 - Cornell University https://www.cornell.edu/ 
• 10:37 - Pennsylvania State University https://www.psu.edu/ 
• 12:15 - Langone Health NYU https://nyulangone.org/ 
• 12:26 - Harvard University https://www.harvard.edu/ 
• 14:43 - National Academy Foundation https://naf.org/ 
• 15:30 - Marriott Family Foundation https://www.jwasmarriottfoundation.org/ 
• 15:51 - Bill Marriott Institute of Hospitality https://hospitality.utah.edu/ 
• 16:01 - University of Utah https://www.utah.edu/ 
• 17:43 - Howard University https://howard.edu/ 
• 17:46 - Marriott-Sorenson Center for Hospitality Leadership https://business.howard.edu/hospitality-leadership 
• 20:23 - Pyramid Hospitality Group https://www.pyramidglobal.com/ 
• 22:30 - Danny Meyer https://en.wikipedia.org/wiki/Danny_Meyer 
• 22:32 - Setting the Table https://www.amazon.com/Setting-Table-Transforming-Hospitality-Business/dp/0060742763 
• 24:01 - Pine and Gilmore https://strategichorizons.com/pine-and-gilmore/ 
• 24:56 - Macy’s https://www.macys.com/ 
• 25:16 - Adrian Cheng https://www.linkedin.com/in/adrian-cheng-chi-kong/ 
• 25:21 - Rosewood Hotels https://www.rosewoodhotels.com/en/default 
• 27:18 - Ritz Carlton https://www.ritzcarlton.com/ 
• 28:35 - Hilton https://www.hilton.com/en/ 
• 29:19 - Capital One https://www.capitalone.com/ 
• 29:56 - Wall Street Journal https://www.wsj.com/ 
• 30:04 - Tiffany’s https://www.tiffany.com/ 
• 32:45 - Norwegian Cruise Line https://www.ncl.com/ 
• 34:23 - Citizen M https://www.citizenm.com/ 
• 42:45 - Johnson and Wales https://www.jwu.edu/ 
• 42:58 - Chip Wade https://chipwade.com/ 
• 42:59 - Union Square Hospitality Group https://www.ushg.com/ 
• 43:02 - Marcus Samuelsson https://en.wikipedia.org/wiki/Marcus_Samuelsson 
• 50:44 - Questrex https://questex.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:

There’s a lot that goes on pre-opening in hospitality, whether it be a hotel, a club, or a restaurant. That’s where Jensen Moonien comes in. He is the Founder and Managing Director of La Rencontre, a consulting firm specializing in the F&B space of hospitality. Jensen discusses the importance of hospitality, sharing enduring memories without expecting anything in return, and highlights his entrepreneurial journey, including his move from Mauritius to Dubai. The conversation covers the complexities and strategies of opening a successful restaurant in Dubai, including market adaptation, the significance of the pre-opening phase, and the vibrant restaurant and nightlife scene in the UAE. Jensen also sheds light on the influx of investments in Dubai and the evolving trends in creating immersive and festive dining experiences.

Takeaways: 

• Bring global brands or concepts, but adapt them to fit the local market requirements. Understanding the local customer psyche is essential.
• Focus on getting the pre-opening phase right. Ensure all aspects, from design to marketing, are flawlessly executed to make a strong first impression.
• Engage with local consultants who understand the market dynamics, regulatory framework, and customer preferences to navigate the challenges more effectively.
• Location is crucial. Evaluate whether the concept is better suited for a hotel environment or an independent setup based on the target clientele and business goals.
• Establish connections with local PR firms, promoters, and concierge services that can drive customer footfall and enhance visibility.
• Consider innovative business models like dinner shows or hybrid concepts (restaurant + nightclub) that cater to local trends and customer behaviors.
• Identify and capitalize on the unique aspects of the business, whether it's the design, the culinary experience, or exclusive entertainment offerings.

Quote of the Show:

“I think everybody is kind of sold on the dream of coming to Dubai, of having the platform to create things, and it's true.” - Jensen Moonien

Links:

• LinkedIn: https://www.linkedin.com/in/jensen-a-moonien-121388b3/ 
• Website: https://larencontre.ae/ 

Shout Outs:

• 0:44 - Four Seasons https://www.fourseasons.com/ 
• 0:45 - St Regis https://st-regis.marriott.com/ 
• 0:46 - Ritz-Carlton https://www.ritzcarlton.com/ 
• 4:33 - Vatel Mauritius https://www.vatel.mu/ 
• 7:21 - Titanic https://en.wikipedia.org/wiki/Titanic 
• 29:17 - Bagatelle https://bagatelle.com/ 
• 29:21 - Zuma https://www.zumarestaurant.com/en/dubai 
• 34:04 - RECA Hospitality https://www.linkedin.com/company/recahospitality/ 
• 34:05 - Sunset Hospitality https://www.sunsethospitality.com/ 
• 35:21 - Gaia https://www.gaiarealty.ae/services 
• 40:57 - Sheikh Mohammed https://en.wikipedia.org/wiki/Mohammed_bin_Rashid_Al_Maktoum 

🏨✨ 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/