Hospitality Leaders - Interviews with leaders, entrepreneurs, and supporters of hospitality.

On today’s episode, I’m joined by Elliott Broom, Chief Operating Officer at the Detroit Institute of Arts.

After starting out as a bellman in a hotel, Elliott eventually worked his way into leadership roles in some of the most prestigious hotels in the country, including the Ritz Carlton and the Four Seasons. However, a desire to move closer to his hometown of Detroit prompted a switch out of the hotel business and into his current role at the Detroit Institute of Arts.

Between his hotel background and his current position, Elliott is no stranger to the complicated logistics of the hospitality industry. In order to stay on top of complex systems, Elliott thinks it all starts with good team synergy. By building healthy relationships between leaders and their staff, as well as encouraging constant team feedback, Elliott has cultivated a culture where everyone is willing to do whatever it takes to get the job done

When everyone’s vision is aligned, complex logistics become manageable.

Detroit Institute of Arts - https://dia.org/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On today’s episode, I’m joined by Karen Totaro, General Manager at Huntington Place - Detroit (ASM Global), for a conversation on how diversity strengthens hospitality organizations.

Karen’s foray into hospitality came in college, working at various arenas and stadiums. The excitement before a big event was almost tangible to her, and the thrill of hosting such an electric atmosphere drew her into the event industry where she’s been ever since.

Large events and conventions require a great team to be able to pull it all off, and Karen thinks that the team should embrace diversity to be successful. Different backgrounds and experiences bring in new perspectives and ideas, and having a diverse team means there’s a better chance a client can mesh well with someone on staff, whatever their background.

As Karen puts it, diversity is a superpower that elevates an organization to a new level of service.

- Karen Totaro - Instagram - https://www.instagram.com/totaro411/?hl=en

- Huntington Palace - Detroit (AMS Global) - https://www.huntingtonplacedetroit.com/

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On today’s episode, I’m joined by Michael Shindler, President at Four Corners Advisors, Inc., to hear him expand on an article he published, entitled Five Words.

The first phase of Michael’s career revolved around his work as a commercial real estate lawyer, which eventually brought him into contact with Hyatt, where he became their General Counsel. A few moves to various resort and hotel roles led Michael to launch his own consulting firm, Four Corners.

Michael has the legal background and the hospitality experience to be an outstanding authority on leadership within the industry, and the principles he outlines in Five Words apply to nearly all employer-employee relationships: Access, Authority, Accountability, Incentive and Motivation.

To gain the trust of their team and bring their organization success, Michael encourages fellow hospitality leaders to internalize these words and implement them in meaningful company policies that encourage open communication between leadership and staff.

Four Corners Advisors, Inc. - https://fourcornersadvisors.com/

Five Words - Article - https://www.linkedin.com/pulse/five-words-michael-shindler/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On today’s episode, I’m joined by Alice Cheng, Founder and CEO of Culinary Agents, a fantastic resource for hospitality workers seeking new professional development opportunities.

Like many in the industry, Alice began in hospitality at a young age, working in food service as one of her first jobs. While she eventually moved on from the industry to pursue a career at IBM, she continued to work alongside friends who were growing in their hospitality professions.

What started as a side hustle, helping these friends perfect their resumes or connect with potential employers, allowed Alice to merge her knowledge of hospitality with her experience in tech startups in the form of Culinary Agents.

Alice now works to bridge the gap between passion and work, helping hospitality workers find roles that they can be excited about. That energy and commitment are among the reasons Alice cares so much about the hospitality industry.

As she sees it, this business has something for everyone.

- Culinary Agents - https://culinaryagents.com/

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

#hospitality #Foodservice

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

Today’s episode features a conversation between myself and Jeffrey Wise, CEO at Whitewater.

Jeffrey grew up on the thrill of the outdoors, getting involved in biking, paddling and backpacking at a young age. Whitewater provided not only an opportunity to share his love of the outdoors with his guests but also to encourage the appreciation and protection of nature.

Doing a job that he loves has taught Jeffrey some important lessons in regard to his work-life balance:

- Work and life should not compete but harmonize with each other.

- Work is a part of life and the two act together to create purpose.

- An organization thrives because of its cohesion as a team, not because of any one individual.

- Purpose can be found in daily work and in producing something meaningful.

These principles can help fellow hospitality leaders integrate their work into a balanced, healthy approach to their professional and personal lives.

- Jeffrey Wise - https://whitewater.org/leadership/

- Whitewater - https://whitewater.org/

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit

HospitalityLeaderspodcast.com.

#hospitality #foodservice

On today’s episode, I’m joined by Hector Pachon, General Manager at the Ramada Plaza Marco Polo Beach Resort.

Hector has sought to learn from his leaders throughout his career. So when he finally moved into a management position himself, he had already honed some of the necessary leadership skills. One of the most important principles he learned was the value of keeping up staff morale. To accomplish this, Hector employs a tactic of compounding recognition, which includes several core foundational ideas:

- Make praise and recognition a daily practice.

- Engage in regular morale-boosting activities, not just periodic events.

- Prove yourself as a knowledgeable and trustworthy leader by doing grunt work alongside your staff regularly.

- Express continual gratitude for the work your staff accomplishes.

By showing regular appreciation for his team, Hector is able to compound the motivation of his staff over time, producing an outstanding workforce dedicated to going above and beyond for the sake of their guests.

- Ramada Plaza Marco Polo Beach Resort - https://www.marcopolobeachresort.com/

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit

HospitalityLeaderspodcast.com.

#hospitality #foodservice

On this episode, I’m joined by Gerry VanAcker, Chief Operating Officer at the Detroit Zoological Society, to hear some of the leadership wisdom Gerry has gleaned from decades in the hospitality industry.

Gerry is about as experienced as one can get in hospitality, having been the first manager of a Marriott hotel in Detroit and bouncing between a host of leadership positions over his rich career. Throughout his various roles, Gerry has picked up insights into what makes a successful hospitality leader. Some notable pieces of advice he has to offer include:

- Seek out diverse opportunities to grow your own skill set.

- Successful initiatives require buy-in from the ground-level staff.

- Good leaders treat both their staff and their guests with respect.

- Hands-on management can get the whole team invested in your leadership.

- Always maintain a level of humility about your work.

With his attitude of humility and respect, Gerry has built a long and storied career helping a score of hospitality organizations serve their guests in outstanding ways.

- Detroit Zoological Society - https://detroitzoo.org/about/your-detroit-zoo/

- Detroit Zoological Society - Facebook - https://www.facebook.com/detroitzoologicalsociety/

- Detroit Zoological Society - Instagram - https://www.instagram.com/detroitzoo/?hl=en

- Detroit Zoological Society - Twitter - https://twitter.com/detroitzoo?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor

- Chris Cano - https://www.linkedin.com/in/chrismcano/

- Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

#hospitality #Foodservice

On today’s episode, I’m joined by Dan Oppenheimer, President at Robinson Editions, to hear some of the ways that art has helped to shape the hospitality industry.

Dan has been an artist and a craftsman for nearly half a century, working in stained glass, photography and sculptures. He started by producing signage for the hospitality and food service industry. Now his business focuses on creating a welcoming, homey aesthetic for hospitality businesses.

To Dan, art and hospitality influence each other in several important ways:

- Artists can be instrumental in making an organization feel hospitable.

- Regional art can capture the local spirit and support the local community.

- Evolving needs in hospitality can help elevate art techniques.

- Both the art and hospitality industries prioritize training and development of future leaders and pioneers.

The passion Dan has for his art mirrors the passion that so many hospitality leaders have for their work. In partnership, these two combine to create a guest experience that feels like a home away from home.

Robinson Editions - https://www.robinsoneditions.com/

Chris Cano - https://www.linkedin.com/in/chrismcano/

Upshift - https://www.linkedin.com/company/upsh%C4%B1ft/

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

#hospitality #Foodservice

In today’s conversation, I’m joined by Andrea Foster, Senior Vice President of Development at Marcus Hotels and Resorts and Advisory Board Member at EVPassport.

Andrea is a hospitality veteran; she started her guest service journey working in her parents’ ice-cream shop when she was just 11 years old. Her experience in the industry has allowed her to notice changing trends that are setting the hospitality world on a different course. To be successful, leaders in the industry have to adapt to this new landscape.

Andrea proposes several ways to stay on course in these changing times:

In an industry that can be brutally unpredictable, Andrea’s words of wisdom offer an opportunity for leaders at all levels to stay on the front foot.

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit

HospitalityLeaderspodcast.com.

Today I’m joined by Chuck Salem, CEO and Co-Owner at Unique Venues, to discuss the way culture impacts the identity of an organization, and how that identity manifests in hospitality.

Even though he had always been drawn to hospitality, Chuck didn’t initially pursue a career in the industry. He was on the path to being a university teacher when he was swept up in the event planning and guest services that his university engaged in during the offseason. Destiny had pulled him back into the hospitality industry and it wasn’t long before he found his feet at Unique Venues as CEO and eventual Co-Owner.

From the beginning of his time at Unique Venues, culture has been a foundational focus of Chuck’s. He passionately believes in going above and beyond in the name of service, and he’s always tried to weave that philosophy into the culture of his business. He underwent training in business culture to fully understand the natural inclinations of his organization and then worked with his leaders to create policies that fully embrace the kind of company they want to be.

For Chuck and his team, hospitality isn’t just their industry; it’s their identity.

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit

HospitalityLeaderspodcast.com.