Distinguished | Hospitality Leadership Podcast with Arun Upneja, dean emeritus

Kamala Harris and Donald Trump both have proposed eliminating taxes on tips for service workers. While seemingly beneficial, it might just not add up according to renowned economics expert Larry Kotlikoff.

Named one of the world’s 25 most influential economists by The Economist Magazine, Kotlikoff has advised the Federal Reserve, the International Monetary Fund, the World Bank, and various other prestigious organizations. He is also a Professor of Economics at Boston University, with expertise spanning personal finance, inequality, taxation, Social Security, climate change, investing, healthcare, deficits, and insurance. 

Email us at [email protected]

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Research and Content Creation: Lan Lu
Marketing: Anne Dawson
Editing: Isabella Laikin and James Leon

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

What does it take to truly redefine leadership in today's fast-paced world? Lori Mazan, co-founder and Chief Coaching Officer at Sounding Board, shares practical and transformative strategies to address this challenge. In her new book, Leadership Revolution: The Future of Developing Dynamic Leaders, Lori offers a fresh perspective that rethinks outdated leadership norms. 

In this special podcast episode on leadership, Arun Upneja is joined by Dr. Taylor Peyton, an expert in Leadership and Organizational Behavior who previously taught at BU School of Hospitality, bringing added depth and insight to the conversation. 

Email us at [email protected]

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Research and Content Creation: Lan Lu
Marketing: Anne Dawson
Editing: Isabella Laikin and James Leon

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

The battle over raising the minimum wage for tipped workers and permitting tip pooling bounces to the Massachusetts ballot this November. Saru Jayaraman, President of One Fair Wage and Director of the Food Labor Research Center at UC Berkeley, argues that the current tipped wage structure perpetuates low pay and high turnover. Although the wage increase would occur over five years, opponents assert the mandate would be detrimental to some small and independent restaurants and could fail to increase employee job satisfaction and retention.  

This episode is part of the Tipping and Wage Series where we explore the various angles of this debate with restaurant owners, advocates, academics, and consumers to gain a deeper understanding of the bottom line. 

Boston University School of Hospitality Administration is committed to presenting topics shaping the hospitality industry's future with thoughtful and constructive discussion that respects different perspectives. We welcome your input and feedback. Email us at [email protected]  

Tipping and Wages Series podcasts: 

The Psychology of Tipping with Michael Lynn, Ph.D., Professor of Services Marketing, Cornell University’s School of Hotel Administration 

The matters that Massachusetts Restaurant Association wages for (and against) with Stephen Clark, President of MRA 

Restauranteur's Dilemma of Balancing Equity and Economics with TJ Callahan, co-founder and owner of Farm Bar 

California Raises Minimum Wage for Fast-Food Workers with Chris Simms, CEO and Founder of Lazy Dog 

Referenced in this podcast: 

Always Essential, Still Waiting for Change: Service Worker Fatalities and Inequities During COVID and Post-Pandemic, March 2024

Dean’s Distinguished Speakers Series with Saru Jayaraman, presented by BU School of Hospitality, February 7, 2024 

Press Release: Department of Labor Renews Multi-Year Initiative to Provide Enforcement, Outreach, Education for Restaurant Workers: 85% of investigations find violations in fiscal year 2021 

Email us at [email protected]

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Research and Content Creation: Lan Lu
Marketing: Anne Dawson
Editing: Isabella Laikin and James Leon

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

Beyond good, bad, and mediocre service, how much we tip and why we tip is rich with psychological implications. Find out what tipping reveals about us as consumers and our need for affirmation and societal status.

Shedding light on the complexities behind tipping is nationally recognized expert Michael Lynn, Ph.D. , Professor of Services Marketing at Cornell University’s School of Hotel Administration. A former bartender, busboy, and waiter, Michael Lynn, has also devoted his academic career to the nuances and impact of rewarding and incentivizing good service, a hallmark of hospitality experiences.

Michael Lynn has written over 80 research publications on tipping and has been covered by the New York Times, the Wall Street Journal, the International Herald Tribune, the Economist, and Forbes as well as by ABC’s 20/20, BET’s Nightly News, and NPR. 

Email us at [email protected]

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Research and Content Creation: Lan Lu
Marketing: Anne Dawson
Editing: Isabella Laikin and James Leon

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

Recognized for her leadership, Dondra Ritzenthaler now sets sail toward a new horizon, taking the helm as Chief Executive Officer of Azamara Cruises, the award-winning, luxury cruise line based in Miami, Florida. 

Dondra recently spent time at BU School of Hospitality as the Howard Johnson Executive in Residence, inspiring students and faculty with her passion for learning and mentorship. Dondra shares her outlook on leadership and professional development and the excitement of moving from an executive leadership role to becoming a CEO for the first time in her career.

For those who remember the hit show in the 1970s and 1980s, "Love Boat," you will be pleased to know that we couldn't resist asking Dondra which character she liked the most! (You probably can guess who it is, even before you listen to this podcast!)

Email us at [email protected]

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Research and Content Creation: Lan Lu
Marketing: Anne Dawson
Editing: Isabella Laikin and James Leon

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

Restaurant work is undeniably tough. Long hours, fierce competition, and thin profit margins characterize this demanding profession. The challenges only intensified during the COVID-19 pandemic, testing the resilience of workers and business owners alike.  Dining constitutes both an undeniable pleasure and a thriving business sector. It is integral to our lives and livelihood.

In this Distinguished podcast, Stephen Clark, President and CEO of the Massachusetts Restaurant Association (MRA), joins us to explore the ballot question to eliminate the tip credit and mandate tip sharing.

Get a look behind the kitchen door at this dynamic industry. If you are passionate about restaurants, gather around for this podcast!

Email us at [email protected]

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Research and Content Creation: Lan Lu
Marketing: Anne Dawson
Editing: Isabella Laikin and James Leon

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

TJ Callahan transformed neighborhood eateries into thriving “go-to” destinations with his acclaimed farm-to-table restaurants in the heart of Chicago. He is the co-founder and owner of Farm Bar and is the farmer at Brown Dog Farm, the Farm Bar farm in Southwestern Wisconsin. With an MBA in finance from the University of Chicago under his belt, he's stirring the pot on a topic affecting thousands in the hospitality industry: eliminating the tipped wage. 

From the fields of his farm to the forefront of financial debate, we explore the pressing issue of fair wages in the hospitality sector. 

Email us at [email protected]

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Research and Content Creation: Lan Lu
Marketing: Anne Dawson
Editing: Isabella Laikin and James Leon

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

Think back to your youthful days of travel, hostels along the way were a hub for forging connections with fellow wanderers and were part of the adventure. If you traveled in pre-Internet days, some 20-30 years ago, you didn’t always know what you were getting. The hostel you found in a guidebook could be off the beaten path and might have been not so “hospitable.” 

Today, the landscape of hostels has undergone a profound metamorphosis. What was once perceived as budget accommodations exclusively for backpackers has now emerged as a dynamic sector of the hospitality industry, attracting travelers seeking immersive experiences at affordable prices. 

Oliver Winter, Founder & CEO of a&o Hostels, was inspired by his travels and the desire to provide people, especially students and young adventurers, with professionally managed, affordable, and centrally located accommodation. Oliver embarked on a mission to revolutionize the hostel experience. Hear how a&o Hostels grew into the largest independently owned hostel chain. 

Email us at [email protected]

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Research and Content Creation: Lan Lu
Marketing: Anne Dawson
Editing: Isabella Laikin and James Leon

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

So, you want to be a C-suite executive? It will certainly give you a leg up to hear about the steps to filling those corner office suites from a search firm expert, Ann Fastiggi. To shed some light on the path to the C-suite, we continue our Leadership Series with Ann Fastiggi, a member of the Global Consumer Practice at Spencer Stuart, a global executive search and leadership advisory firm. 

With more than 20 years of executive recruiting and leadership consulting experience, Ann focuses on the recruitment and assessment of C-suite executives in the hotel, restaurant, gaming, consumer travel, consumer, and retail sectors. 

Ann, a BU alum, is a Dean’s Advisory Board member for the School of Hospitality Administration. 

Email us at [email protected]

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Research and Content Creation: Lan Lu
Marketing: Anne Dawson
Editing: Isabella Laikin and James Leon

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

Imagine the triumph of human ambition as we glide through the skies, a testament to our enduring quest to conquer the very elements — thirty thousand feet aloft, inside a slender cylinder of steel. Within this confined space, humanity gathers, shoulder to shoulder: a microcosm of society. 

It's under these conditions that our distinguished guest today crafts an oasis of tranquility and impeccable service. How does one orchestrate such a feat of customer care under these conditions? This is the daily challenge for our guest on this edition of the "Distinguished" podcast: Allison Ausband, Executive Vice President, and Chief Customer Experience Officer at Delta Air Lines. Since embarking on her journey with Delta in May 1985 as a flight attendant, fresh from the University of Georgia with a journalism degree in hand, Allison has risen to oversee the vast customer experience network that encompasses the dedicated efforts of over 63,000 team members in Delta's Customer Care divisions. Under Allison's visionary leadership, the team at Delta marries groundbreaking innovation with a heartfelt dedication to hospitality, securing Delta's position as the premier U.S. airline as named by the Wall Street Journal for the second consecutive year.  

With an armory of technology and a top-notch team, excelling at customer experiences starts with being grounded in a singular essential value. Find out how to guide your company to soaring to new heights. 

Email us at [email protected]

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Research and Content Creation: Lan Lu
Marketing: Anne Dawson
Editing: Isabella Laikin and James Leon

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0