Defining Hospitality

Is there power behind organized chaos? 

Today, Dan Ryan engages with Meg Gutowski, Vice President of the Independent Lodging Congress (ILC). They discuss the essence of hospitality, the role of ILC in fostering connections among industry professionals, and the unique blend of events hosted by ILC that emphasize genuine human interactions over transactional relationships. Meg shares insights from her extensive experience in the hospitality industry, including planning initiatives, organizing events, and the importance of creating meaningful experiences for attendees. They also delve into personal anecdotes and the intricacies of balancing organized chaos in event planning. The episode emphasizes the transformative power of hospitality and the vital role of independent lodging in the industry.

Takeaways: 

• Emphasize the mission of hospitality to care for people on their journeys. This core purpose should guide all actions and decisions.
• Strive to create experiences that blend the unexpected with fulfilling guest expectations, making their stays magical but ensuring they feel taken care of.
• Use unique and less formalized settings, like walk-and-talks, immersive experiences, and local tours, to encourage organic interactions and deeper connections among attendees.
• Building authentic relationships is crucial. In the hospitality industry, human connection and genuine interactions can set your business apart.
• Engage with local businesses and community members to enhance the collective experience for visitors.
• Choose venues and spaces that are comfortable and stimulating for guests, considering their comfort during events and interactions.

Quote of the Show:

“ Trying to figure out the right combination so that it feels very magical, but also you feel like you're taken care of. That's how hospitality has been running through my brain.” - Meg Gutowski

Links:

• LinkedIn: https://www.linkedin.com/in/meg-gutowski-09b33972/ 
• Website: https://ilcongress.com/ 

Shout Outs:

• 0:48 - Corinthian Yacht Club https://www.corinthianyc.org/ 
• 1:47 - Bashar Wali https://www.linkedin.com/in/basharwali/ 
• 5:45 - Andrew Benioff https://www.linkedin.com/in/llenrockgroupbenioff/ 
• 7:18 - Cavallo Point Lodge https://www.cavallopoint.com/ 
• 16:50 - Elyse Kirby https://www.linkedin.com/in/jelysekirby/ 
• 17:25 - Sage Hotels https://sagehospitalitygroup.com/ 
• 21:57 - Marquise Stilwell https://www.linkedin.com/in/quise/ 
• 24:01 - Morris Adjmi Architects https://ma.com/ 
• 24:05 - MethodCo https://www.methodco.com/ 
• 25:07 - Alexis Lanman https://www.linkedin.com/in/alexis-lanman-b0b39487/ 
• 25:08 - Jen Parks https://www.linkedin.com/in/jenniferfigariparks/ 
• 32:35 - Highgate https://www.highgate.com/ 
• 38:38 - Paul Tamburello https://www.linkedin.com/in/paul-tamburello-80638512/ 
• 39:16 - Little Man Ice Cream https://www.littlemanicecream.com/ 
• 46:27 - Amy Michaelson Kelly https://www.linkedin.com/in/amy-michaelson-kelly-a547a717/ 
• 46:30 - Lark https://www.larkhotels.com/ 
• 46:41 - Shelton Steele https://www.linkedin.com/in/shelton-steele-39521566/ 
• 46:42 - Wrong Way Campground https://www.wrongwaycampground.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 soul-making hospitality? Today, Rob Blood, Founder and Chairman of Lark Hotels and Principal at Elder and Ash, joins Dan to talk about the importance of creating genuine hospitality experiences. Rob shares his journey from an innkeeper to managing nearly one hundred hotels and over thirty restaurants. They discuss the core principles of hospitality, the significance of soul-making in hotel design, and the innovative approaches Lark Hotels brings to the industry. The conversation includes insights on scaling businesses, retaining top talent, and tech advancements impacting the sector.

Takeaways: 

• Understand that hospitality is about creating genuine, memorable experiences for guests, extending beyond just the service provided. Balance the needs and wants of guests to create personalized, eye-to-eye connections.
• Foster a culture where employees feel like stakeholders and collaborators, thereby increasing their emotional investment in the company.
• Develop a flexible and scalable operational model that maintains the unique qualities and culture of the brand as the company expands geographically.
• Ensure that technology streamlines operations, making transactional processes smoother so that staff can focus on guest interactions.
• Emphasize the soul or essence of the hospitality experience through thoughtful design and service culture, making it an integral part of the guest experience.
• Cross-train staff to give them a well-rounded understanding of all operations within a hotel, which can enhance retention and career growth.

Quote of the Show:

“ We believe that every project has an essence or soul that needs to be drawn out.” - Rob Blood

Links:

• LinkedIn: https://www.linkedin.com/in/robert-blood-13b53452/ 
• Website: https://www.larkhospitality.com/ 
• Website: https://www.larkhotels.com/ 
• Website: https://www.elder-ash.com/ 

Shout Outs:

• 1:53 - Independent Lodging Congress https://ilcongress.com/ 
• 6:19 - Hampton Inn https://www.hilton.com/en/brands/hampton-by-hilton/ 
• 6:30 - Scott Hopps https://www.linkedin.com/in/scot-hopps-40015711/ 
• 6:38 - Amanda Wallace https://www.linkedin.com/in/amanda-flanagan-wallace/ 
• 8:19 - Peter Twachtman https://www.linkedin.com/in/peter-twachtman-b152143b/ 
• 8:49 - Saunders Hotel Group https://saundershotelgroup.com/ 
• 12:43 - Abraham Maslow https://www.simplypsychology.org/maslow.html 
• 16:58 - Henry David Thoreau https://en.wikipedia.org/wiki/Henry_David_Thoreau 
• 20:31 - Lifehouse https://www.lifehousehotels.com/ 
• 31:38 - Hyatt https://www.hyatt.com/brands/hyatt 
• 31:40 - Hilton https://www.hilton.com/en/ 
• 31:40 - Marriott https://www.marriott.com/default.mi 
• 40:46 - Bashar Wali https://www.linkedin.com/in/basharwali/ 
• 43:20 - Cambridge Common https://cambridgecommonrestaurant.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/

Implementing art and music, seeing potential, and giving back are the key pillars that Mr. Richard Kessler brings to his business. As the Chairman and CEO of The Kessler Collection, and over 50 years of experience in the field of hospitality, Mr. Kessler shares in his unique story. Mr. Kessler discusses his transition from helping found Days Inn to pioneering boutique hotels before they were even a recognized category. He reflects on the resilience needed to navigate economic crises, his passion for creating beautiful spaces, and the significance of hospitality in making guests feel cared for and entertained. Beyond his professional achievements, Mr. Kessler highlights his philanthropic efforts, including building an ecumenical family retreat center and an orphanage, driven by his vision of seeing and nurturing potential in people and places. The episode encapsulates his dedication to leaving a lasting impact through both his business ventures and charitable initiatives.

Takeaways: 

• Emphasize creating memorable and emotionally impactful experiences for guests.
• Recognize potential in both people and properties. Look for unique opportunities to transform properties into high-value assets.
• Be prepared for external challenges like economic downturns and industry-specific crises. Develop resilience and a problem-solving mindset to navigate tough times effectively.
• Incorporate elements that can set your property apart, such as boutique aesthetics and special themes.
• Engage directly with guests to understand their experiences and gather feedback. Use guest feedback to continuously improve service and offerings.
• Look for ways to give back to the community and support charitable causes, in any way that you can.

Quote of the Show:

“ It's a process of caring for people and entertaining people all at the same time. Some people need more care, some people need more entertainment.” - Richard Kessler

Links:

• Website: https://www.kesslercollection.com/
• https://www.newebenezer.org/ 

Shout Outs:

• 0:51 - Days Inn https://corporate.wyndhamhotels.com/our-brands/days-inn/ 
• 3:54 - The New Ebenezer https://www.newebenezer.org/  
• 4:09 - Georgia Tech https://www.gatech.edu/ 
• 5:44 - University of Georgia https://www.uga.edu/ 
• 7:17 - Cecil Day https://en.wikipedia.org/wiki/Cecil_B._Day 
• 10:48 - Motel 6 https://www.motel6.com/en/home.html 
• 10:59 - Holiday Inn https://www.ihg.com/holidayinn/hotels/us/en/reservation 
• 22:37 - Paul Volcker https://en.wikipedia.org/wiki/Paul_Volcker 
• 26:43 - Mulberry Inn https://www.innatmulberrygrove.com/ 
• 27:13 - The Pirate’s House https://thepirateshouse.com/ 
• 36:40 - Marriott https://www.marriott.com/default.mi 
• 37:35 - The Bohemian Hotel https://www.kesslercollection.com/bohemian-savannah/ 
• 39:02 - The Grand Bohemian https://www.kesslercollection.com/bohemian-orlando/ 
• 51:34 - Treutlen House https://treutlenhouse.com/ 
• 53:09 - From Houses to Homes https://www.fromhousestohomes.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/

Hospitality is key, especially under hardships and destruction, something Joe Balcken and Shelton Steele, Co-Owners of the Wrong Way River Lodge and Cabins in Asheville, North Carolina are passionate about. They discuss their unique urban campground hotel and the challenges they've faced. The conversation explores the definition of hospitality, the building of their flood-resilient property, and the impact of a recent historic flood on their business and the local community. The duo share their entrepreneurial journey, the human spirit of resilience, and the importance of tourism in revitalizing Asheville post-disaster. The episode is a testament to perseverance, community, and the spirit of hospitality in the face of adversity.

Takeaways: 

• Incorporate local culture and unique features of the area into the business, as shown by Joe and Shelton's emphasis on Asheville’s outdoor personality and countercultural vibe.
• Build emotional connections with guests by highlighting the distinct aspects and personal stories associated with the property.
• Ensure infrastructure is resilient to natural disasters by adhering to local zoning and building laws.
• Utilize existing local networks and connections with other businesses to offer comprehensive guest experiences, whether extreme activities for the adventurous or more relaxed, outdoor-curious activities.
• Foster strong community bonds and be a part of local recovery efforts, which can also lead to supportive relationships and collaborations.
• Make every guest feel special and connected to the place by providing immersive and memorable experiences, such as customized murals that resonate with the property's theme.
• Promote group activities and communal spaces to enhance guest interactions and create memorable experiences. For example, having shared spaces like campfires and communal dining areas.

Quote of the Show: 

“ It's my backyard and I wanted to share it with everyone and create an experience that aligned with my version of Asheville.” - Shelton Steele

“ It's part of our mission to connect people with the outdoor experience, whether they be one of those people that's outdoor active or someone that's curious about it.” - Joe Balcken

Links:

• Joe’s LinkedIn: https://www.linkedin.com/in/jbalcken/ 
• Shelton’s LinkedIn: https://www.linkedin.com/in/shelton-steele-39521566/ 
• Website: https://www.wrongwaycampground.com/ 
• Instagram: https://www.instagram.com/wrongwaycampground/ 

Shout Outs:

• 0:59 - All Forward Outdoors https://www.allforwardoutdoors.com/ 
• 1:24 - Independent Lodging Congress https://ilcongress.com/ 
• 7:33 - Pleb Winery https://www.pleburbanwinery.com/ 
• 13:49 - French Broad River https://en.wikipedia.org/wiki/French_Broad_River 
• 15:37 - Starman https://en.wikipedia.org/wiki/Starman_(film) 
• 16:26 - Amy Michaelson Kelly https://www.linkedin.com/in/amy-michaelson-kelly-a547a717/ 
• 37:51 - Hurricane Katrina https://en.wikipedia.org/wiki/Hurricane_Katrina 
• 39:58 - Meg Gutowski https://www.linkedin.com/in/meg-gutowski-09b33972/ 
• 45:43 - Wedge Brewery https://wedgebrewing.com/ 
• 46:00 - Biltmore Estate https://www.biltmore.com/ 
• 49:34 - Western Carolina University https://www.wcu.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/

In this episode, Dan Ryan interviews Robyn Pratt, the General Manager of the Phoenicia Hotel in Malta and Principal of Impact Consulting Limited. Robyn shares her journey from her upbringing in Australia to becoming a leader in the hospitality industry. She elaborates on the importance of genuine employee engagement and shares her approach to creating a strong service culture that results in both happy employees and loyal guests. Robyn also discusses the unique aspects of Malta and how the island's rich history adds to the charm of the Phoenicia Hotel. This episode provides a deep dive into how authentic leadership and a passion for service can elevate any hospitality operation.

Takeaways: 

• Recognize that hospitality is about making people feel special and welcome, just as if they are guests in your own home.
• Appoint a dedicated person to oversee employee wellness, ensuring that your team feels supported both personally and professionally.
• Spend time interacting with both guests and employees. Regularly walk around the property to engage with your team and understand their daily challenges.
• Organize monthly general manager's breakfasts or similar informal gatherings where employees from different functions can share ideas and feedback.
• Implement programs like Employee of the Month, and consider equitable profit-sharing initiatives to incentivize the entire team.
• Encourage staff to bring their personalities to their roles. Genuine interactions can significantly enhance the guest experience.
• Implement comprehensive training programs focused on service culture development and provide opportunities for career growth.

Quote of the Show:

“ The words are easy to say, we've got these values. What does it mean? What does it mean to deliver a value of caring?” - Robyn Pratt

Links:

• LinkedIn: https://www.linkedin.com/in/robyn-pratt-33011a/ 
• Website: https://www.phoeniciamalta.com/ 

Shout Outs:

• 0:52 - Hospitality Daily https://www.hospitalitydaily.com/ 
• 0:53 - Josiah McKenzie https://www.linkedin.com/in/josiahmackenzie/ 
• 13:58 - UNESCO https://www.unesco.org/en 
• 15:21 - Condé Nast https://www.condenast.com/ 
• 23:02 - Verne Harnish https://www.linkedin.com/in/verneharnish/ 
• 35:26 - Four Seasons https://www.fourseasons.com/ 
• 38:09 - Marriott https://www.marriott.com/default.mi 
• 48:14 - Knights of St. John https://en.wikipedia.org/wiki/Knights_Hospitaller 

🏨✨ 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/

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

In this episode, Dan Ryan explores the deeper significance of hospitality with guest Casey Lavin, President of Beemok Hospitality Collection (BHC). They discuss the importance of culture, values, and intentionality in the hospitality industry, emphasizing the need for genuine care and empathy. Casey shares insights from his extensive career, including his experiences in renowned establishments such as Ritz Carlton and Sea Island, and delves into BHC's vision and mission. The conversation highlights the transformational power of mindset, the role of intentional leadership, and the long-term impact of creating meaningful experiences in hospitality.

Takeaways: 

• Incorporate company values and vision into daily operations and communications to foster a purpose-driven culture.
• Conduct daily huddles or lineups where at least 51% of the time is dedicated to discussing cultural and philosophical topics. Share core value stories, celebrate achievements, and remind the team of the larger purpose behind their work.
• Make orientation sessions meaningful by integrating the company’s vision, mission, and values, and end with a strong call to action, confirming the new hires' commitment.
• Regularly conduct colleague engagement surveys to gauge alignment with company values and gather feedback on areas for improvement.
• Develop tools like a “Daily Intentions Card” for employees to keep, which includes the company’s vision, mission, values, and daily intentions.
• Encourage a mindset of intentionality where every action and decision is aligned with the company’s purpose.

Quote of the Show:

“ We're going to achieve excellence and we're not going to stop until we get there. It might take 20 years, but if that is our goal, then let's be unrelenting in getting there.” - Casey Lavin

Links:

• LinkedIn: https://www.linkedin.com/in/caseylavin/ 
• LinkedIn: https://www.linkedin.com/company/bhc-charleston/ 
• Website: https://bhc.com/ 
• Instagram: https://www.instagram.com/thebhcteam/ 

Shout Outs:

• 0:52 - Ritz Carlton https://www.ritzcarlton.com/ 
• 0:52 - Kiaweh Island Golf Resort https://kiawahresort.com/ 
• 0:54 - Greenbrier https://www.greenbrier.com/ 
• 0:55 - Sea Island https://www.seaisland.com/ 
• 3:20 - Danny Meyer https://www.ushg.com/team/danny-meyer 
• 8:34 - Verne Harnish https://www.linkedin.com/in/verneharnish/ 
• 13:08 - Ben Navarro https://en.wikipedia.org/wiki/Ben_Navarro 
• 20:32 - New England Patriots https://www.patriots.com/ 
• 33:33 - St Michael’s https://www.st-michaels.org.uk/ 
• 33:50 - Vatican https://www.vatican.va/content/vatican/en.html 
• 43:30 - Meeting Street Schools https://www.meetingstreetschools.org/ 
• 48:24 - Meriwether’s https://merig.com/ 
• 55:06 - The Cooper https://www.thecooper.com/ 
• 56:59 - The Charleston Place https://charlestonplace.com/ 

Ways to Tune In: 

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

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

In this episode of Defining Hospitality, host Dan Ryan talks with Oscar Mejia, Co-Founder of Asociacion de Casas a Hogares (Houses to Homes) based in Antigua, Guatemala. The discussion delves into Oscar's background, his passion for improving housing, education, and healthcare for underprivileged communities, and the impactful work of his organization. Dan shares personal experiences from his and his family's hands-on volunteer work in Guatemala, emphasizing the themes of hospitality, shelter, and community service. The episode highlights the challenges and successes of building homes and running a school in a region with significant poverty, along with ways people can get involved.

Takeaways: 

• Advocate for and participate in service projects like those organized by Houses to Homes. This can enhance social responsibility and create a positive impact.
• Build partnerships with charities and nonprofits that align with your brand’s values, showing your commitment to making a positive difference in the world.
• Encourage a supportive and welcoming atmosphere. This can lead to better team morale and productivity.
• Gather and share stories from volunteers who have had positive and transformative experiences with your service projects. Use these testimonials to promote your initiatives and attract more support.
• Develop efficient systems for handling materials and organizing volunteer groups. Well-organized projects make it easier for volunteers and enhance their overall experience.
• Promote your initiatives and impact through robust social media campaigns and updates. This can help in raising awareness and attracting support globally.
• Ensure that your service projects and hospitality services are inclusive, welcoming people from different backgrounds and religions, and reinforcing the universal appeal of hospitality.

Quote of the Show:

“ One of the most important things is improving the living conditions of the people. It's the main goal for us for sure.” - Oscar Mejia

Links:

• Website: https://www.fromhousestohomes.org/ 

Shout Outs:

• 12:55 - Joe Collins https://www.fromhousestohomes.org/aboutus/ 
• 13:20 - Darren Collins https://www.fromhousestohomes.org/aboutus/ 
• 24:19 - Santa Maria de Jesus https://en.wikipedia.org/wiki/Santa_Mar%C3%ADa_de_Jes%C3%BAs 
• 51:27 - Judy Baker https://www.linkedin.com/in/judy-baker-1b247a35/ 

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/

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

In this episode of Defining Hospitality, host Dan Ryan chats with Marc Bromley, Regional VP and General Manager at Four Seasons Hotel, Washington, D.C. The discussion delves into the essence of hospitality, nurturing a culture of care, and powerful leadership lessons from Marc's father, Stan Bromley, a legendary figure in the industry. Marc shares his path in hospitality, the importance of attention to detail, and balancing professional commitments with personal life. The conversation also covers recruitment strategies, maintaining high standards, and Marc's enthusiasm for what lies ahead for Four Seasons.

Takeaways: 

• Prioritize creating a culture of care within your organization. This means placing a high value on caring for employees first, which in turn enhances the customer experience.
• Implement regular employee opinion surveys (at least twice a year) to gauge employee satisfaction and identify areas for improvement. Take this feedback seriously and create action plans based on the results.
• Emphasize the importance of attention to detail among your team. Lead by example and teach your team to notice and address small issues before they become big problems.
• Provide your managers with opportunities to lead by ensuring they are the ones to address issues raised by senior leadership or general managers, rather than bypassing them.
• Focus on hiring for will and training for skill. Invest in continuous training and development programs that align with your organizational culture.
• Create a robust feedback mechanism where employees receive regular and constructive feedback. Recognize and reward good performance, and provide support and training where needed.
• Encourage a work-life balance within your team. Promote wellness initiatives and ensure that employees do not burn out.

Quote of the Show:

“ Not to say we won't move heaven and earth and create legendary, world-class, luxurious, five-star experiences for our guests, but we openly declare that the employee comes first.” - Marc Bromley

Links:

• LinkedIn: https://www.linkedin.com/in/marcbromley/ 
• Website: https://www.fourseasons.com/ 

Shout Outs:

• 1:11 - Stan Bromley https://www.sfgate.com/business/article/A-star-hotelier-bids-a-fond-farewell-Four-2564654.php 
• 1:53 - The Admiral’s Club https://www.aa.com/i18n/travel-info/clubs/admirals-club.jsp 
• 1:54 - San Francisco International Airport https://www.flysfo.com/ 
• 2:23 - Jordan Bromley https://www.linkedin.com/in/jordan-bromley-278742b8/ 
• 7:45 - Wolf Blitzer https://en.wikipedia.org/wiki/Wolf_Blitzer 
• 7:47 - Bill Clinton https://en.wikipedia.org/wiki/Bill_Clinton 
• 9:12 - Ohio State University https://www.osu.edu/ 
• 9:15 - Michigan State University https://msu.edu/ 
• 9:43 - Issy Sharp https://en.wikipedia.org/wiki/Isadore_Sharp 
• 10:06 - Hyatt https://www.hyatt.com/ 
• 11:09 - Peninsula Hotels https://www.peninsula.com/en/default 
• 14:05 - Forbes https://www.forbes.com/ 
• 14:07 - TripAdvisor https://www.tripadvisor.com/ 
• 14:09 - Michelin Guide https://guide.michelin.com/en 
• 40:02 - Mike Tyson https://en.wikipedia.org/wiki/Mike_Tyson 

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/

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

Today, Dan Ryan hosts Dwayne MacEwen, a renowned architecture and design professional, and Founder and Principal of DMAC Architecture and Interiors. The conversation delves into Dwayne's journey from working at Jordan Moser to starting his own company. They discuss his innovative approach in the hospitality industry and explore his projects like the award-winning American Airlines lounge and unconventional methods—bending wire sculptures, carving topography models, and prioritizing intuitive design without heavy reliance on signage. The episode emphasizes the importance of creative processes, client relationships, and pushing the boundaries of traditional design.

Takeaways: 

• Approach spaces with an outside-the-box mentality. Design shouldn't just meet the programmatic needs but also transcend and innovate beyond traditional expectations.
• Personalize spaces using hospitality as a guiding principle, even if they fall outside traditional hospitality contexts (e.g., airport lounges, utility buildings).
• Reduce dependence on signage by using materials and layouts that intuitively guide guests through spaces.
• Engage deeply with client feedback and adapt designs accordingly—a close, collaborative approach can lead to unique and successful outcomes.
• Trust and invest in the design process, from initial sketches to full-scale mockups. This can ensure a holistic, well-thought-out final product.
• Small details, such as acoustics and material finishes, can significantly enhance the guest experience. Pay attention to elements that might not be obvious but improve the overall ambiance.
• Be open to new challenges and projects outside your immediate expertise. This can lead to innovative solutions and broader experience.

Quote of the Show:

“ We succeeded at developing something really special by thinking outside of the box and applying hospitality to everything that we do.” - Dwayne MacEwen

Links:

• LinkedIn: https://www.linkedin.com/in/dwayne-macewen-7b0b8615/ 
• Website: https://dmacarch.com/ 

Shout Outs:

• 0:45 - BDNY https://bdny.com/ 
• 0:46 - Global Hospitality Talk https://globalhospitalitytalk.com/ 
• 2:04 - Jordan Mozer https://www.jordanmozer.com/ 
• 4:51 - HD Expo https://hdexpo.hospitalitydesign.com/ 
• 5:08 - Midtown Athletic Club https://www.midtown.com/ 
• 6:57 - American Airlines https://www.aa.com/homePage.do 
• 7:05 - Reagan National Airport https://www.flyreagan.com/ 
• 12:32 - Joe Pilates https://pilateslessons.org/article/joseph-pilates/ 
• 22:31 - Michael Jordan https://www.restaurant-hospitality.com/chef-news/michael-jordan-owner-partner-michael-jordan-s-restaurant-160-blue-michael-jordan-s-the-steak-house 
• 23:10 - The Admiral’s Club https://www.aa.com/i18n/travel-info/clubs/admirals-club.jsp 
• 26:43 - The Concourse Club https://www.concourseclubnj.com/ 
• 27:13 -  Helio Castroneves https://www.indycar.com/drivers/helio-castroneves 
• 27:48 - Aaron Weiss https://www.linkedin.com/in/aaron-weiss-38684423/ 
• 29:44 - Larry Traxler https://www.linkedin.com/in/larrytraxler/ 
• 29:45 - Mike Suomi https://www.linkedin.com/in/mikesuomi/x 
• 35:57 - Wallpaper Magazine https://www.wallpaper.com/ 
• 49:59 - Chicago Mothership https://www.mothershiplaunchpad.com/ 
• 51:11 - Cornell University https://www.cornell.edu/ 
• 52:46 - AJ Capital https://www.ajcpt.com/ 
• 59:11 - The Supper Club https://thesupperclubinc.com/ 

Ways to Tune In: 

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

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

In today’s episode, Dan Ryan sits down with Ashley Ewing Parrott, Founder and Principal Creative Director at AEP Hospitality Consulting and Co-Founder of The Saturday Crowd. The discussion delves into how Ashley's creative direction and strategic insights have helped transform the hospitality industry. They explore what hospitality truly means, the importance of branding, and how a well-crafted guest experience can drive revenue. Ashley shares her journey from her early aspirations to her current success in creating award-winning hospitality experiences like The Wayback in Pigeon Forge, Tennessee. They also discuss the role of big brands in independent hotels and the delicate balance between maintaining unique guest experiences and leveraging corporate support.

Takeaways: 

• Get crystal clear on the client's vision and goals for the project at the beginning. Use creative exercises such as mood boards to align on aesthetics and objectives.
• Choose team members who are uniquely suited for the project. Avoid a one-size-fits-all approach and instead match the project's needs with the team's strengths.
• Elevate guest experience to be on par with other critical factors like budget and schedule.
• Bring in branding experts early in the process to ensure the property has character and depth. Late integration of branding can result in a soulless, two-dimensional product.
• For soft-branded properties affiliated with larger hotel chains, maintain brand-specific uniqueness while meeting essential standards like cleanliness and functional operational metrics.
• Create a compelling narrative around the property, from design elements to guest services. This helps set the property apart and attract a targeted audience.
• Utilize the positive feedback and loyalty programs from affiliated brands to boost occupancy while maintaining high ADRs through distinctive brand elements.

Quote of the Show:

“People are craving and then are subsequently willing to pay for connection, feeling connected to something.” - Ashley Ewing Parrott

Links:

• LinkedIn: https://www.linkedin.com/in/ashleyewingparrott/ 
• Website: https://www.aepconsulting.com/ 
• Saturday Crowd: https://www.thesaturdaycrowd.com/ 

Shout Outs:

• 1:37 - Rubell Museum https://rubellmuseum.org/ 
• 1:38 - Independent Lodging Congress https://ilcongress.com/ 
• 1:48 - Jackie Wright https://www.linkedin.com/in/jackie-wright-70b80125/ 
• 2:18 - Marriott https://www.marriott.com/default.mi 
• 14:46 - The Wayback https://www.waybackhotel.com/ 
• 22:30 - The Cavalier https://www.cavalierresortvb.com/ 
• 24:39 - IHG https://www.ihg.com/hotels/us/en/reservation 
• 24:41 - Kimpton Hotels https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 
• 26:01 - Bunkhouse https://www.bunkhousehotels.com/ 
• 26:11 - Merit https://merithotels.com/en/about-us 
• 34:14 - Hyatt https://www.hyatt.com/brands/hyatt 
• 34:15 - Hilton https://www.hilton.com/en/ 

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/