The Service Center

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[Episode 10]

Susie Grynol is the President of the Hotel Association of Canada, the nation’s leading advocacy voice for the lodging sector. During the pandemic, she has led the charge to gain governmental assistance through the Tourism and Hospitality Recovery Program, accessing more the $11 billion in financial relief and assistance for the industry. Simultaneously, she co-founded the Coalition of Hardest Hit Businesses, a partnership of over 125 sector associations and events from all levels, from regional to national, across Canada. 

She is a Certified Association Executive through the Canadian Society of Association Executives, and has most recently been recognized by KML, receiving the 2021 Pinnacle Award for Supplier of the Year. 

Hotel Association of Canada: http://www.hotelassociation.ca/ 

Coalition of Hardest Hit Businesses: https://www.hardesthit.ca/ 

Host: William C Murray, PhD:

 William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.
 
 William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.
------------------------------------------------------------------------------------------------

If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!

E-mail: [email protected]
Twitter: @WilliamCMurray
LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ 

Podcast: https://theservicecenter.buzzsprout.com 

Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 

Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 

Stitcher: https://www.stitcher.com/show/the-service-center 

Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center 

iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

Support The Service Center!: https://www.buzzsprout.com/1844427/support

Drop me a text!

[Episode 9]

Dr. Rachel Dodds is a Full Professor at the Ted Rogers School of Hospitality and Tourism Management at Ryerson University. She served for 4 years as the Director for Ryerson’s Institute for Hospitality and Tourism Research and is the Director/Owner of Sustaining Tourism, a boutique tourism consulting firm specializing in sustainable tourism, tourism development and policy, and ecotourism.

Rachel is an expert in the field of sustainable tourism and eco-tourism, with a focus on highly applicable research that can make impactful contributions to industry practices. Most recently, she contributed her knowledge to Tyler Sadler’s 2021 documentary, “The Last Tourist”, along side leaders in the sustainability field such as Bruce Poon Tip and Dr. Jane Goodall. 

Faculty Profile: https://www.ryerson.ca/tedrogersschool/hospitality-tourism-management/faculty-and-research/rachel-dodds/ 

Sustaining Tourism: https://sustainabletourism.net 

The Last Tourist documentary (Trailer): https://youtu.be/r3_YO-t0DXM

 
Host: William C Murray, PhD:

William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.
 
William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.
------------------------------------------------------------------------------------------------

If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!

E-mail: [email protected]
Twitter: @WilliamCMurray
LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ 

Podcast: https://theservicecenter.buzzsprout.com 

Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 

Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 

Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center 

iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

Support The Service Center!: https://www.buzzsprout.com/1844427/support

Drop me a text!

[Episode 8]

Sean Billing is the Operating Partner at the Frontenac Club, a unique boutique lodging establishment found in the building designed to be the first Bank of Montreal in Upper Canada (circa 1845). Located in the heart of Kingston, Ontario, the Frontenac Club brings a new style and elegance to the Limestone City. 

When not running his historic landmark property, Sean is also the Executive Director of Brace Hospitality Consulting. He has operated properties in Canada for Delta Hotels & Resorts and Skyline Hotels & Resorts after a long run with Fairmont Hotels than included 3 years as Managing Director for East Africa. He is an alumnus of Western University. 

Frontenac Club: www.frontenacclub.com

Host: William C Murray, PhD:

 William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.
 
William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.
------------------------------------------------------------------------------------------------

If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!

E-mail: [email protected]
Twitter: @WilliamCMurray
LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ 

Podcast: https://theservicecenter.buzzsprout.com 

Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 

Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 

Stitcher: https://www.stitcher.com/show/the-service-center 

Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center 

iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

Support The Service Center!: https://www.buzzsprout.com/1844427/support

Drop me a text!

[Episode 7]

Rosanna Caira is the Editor & Publisher at Kostuch Media Ltd, which produces both ‘Foodservice and Hospitality’ and ‘Hotelier Magazine’. She has observed, reported on, and celebrated the Canadian hospitality industry for 40 years, from showcasing emerging talent with the ‘Top 30-Under-30’ awards to spotlighting excellence with the Pinnacle Awards. 

Rosanna is a highly respected industry voice, surfacing stories that highlight the diverse quality of hospitality in Canada. Most recently, she co-founded WithOrg.com, for Women in Tourism and Hospitality, an organization focused on empowering female leaders and closing the gender leadership gap.

Kostuch Media Ltd: www.kostuchmedia.com

Foodservice and Hospitality: www.foodserviceandhospitality.com

Hotelier Magazine: www.hoteliermagazine.com

Women in Hospitality and Tourism: www.withorg.com 

 William C Murray, PhD:

William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.
 
 William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.
------------------------------------------------------------------------------------------------

If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!

E-mail: [email protected]
Twitter: @WilliamCMurray
LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ 

Podcast: https://theservicecenter.buzzsprout.com 

Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 

Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 

Stitcher: https://www.stitcher.com/show/the-service-center 

Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center 

iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

Support The Service Center!: https://www.buzzsprout.com/1844427/support

Drop me a text!

[Episode 6]

Neil Hornsby is the Director of Marketing and Strategic Partnerships with Best Western International, the largest lodging membership association in the world with over 4,700 connected units.

Neil studied hospitality management at the University of Guelph, falling in love with the hotel side of the industry, since returning as a core member of the HFTM Policy Advisor Committee. Neil grew his career with Delta Hotels at numerous properties as he rose through the ranks, becoming the General Manager of the Delta Saint John at the age of 29. After leaving the industry for six years to work with Loblaws, he returned to establish himself as a leader with Best Western International.

Best Western International: www.bestwestern.com 

William C Murray, PhD:

William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.
 
William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.
------------------------------------------------------------------------------------------------

If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!

E-mail: [email protected]
Twitter: @WilliamCMurray
LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ 

Podcast: https://theservicecenter.buzzsprout.com 

Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 

Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 

Stitcher: https://www.stitcher.com/show/the-service-center 

Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center 

iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/  

Support The Service Center!: https://www.buzzsprout.com/1844427/support

Drop me a text!

[Episode 5]

Joseph Klein is the General Manager of the Sheraton Montreal Airport Hotel, a seasoned hotelier who has managing iconic properties throughout Canada including the Montreal Marriott Chateau Champlain, Deerhurst Resort, and the former Fairmont Algonquin Hotel. He started at the beginning, like so many, as a busboy, moving up and through most every job in hotel operations. His time with WardAir allowed him to pivot into what became a decade long mastery of learning and training. He has spend the last 23 years running some of the top establishments across the country, impacts the careers of thousands along the way.

Joseph Klein: linkedin.com/in/joseph-klein-011853b 

Host: William C Murray, PhD:

 William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.
 
 William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.
------------------------------------------------------------------------------------------------

If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!

E-mail: [email protected]
Twitter: @WilliamCMurray
LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ 

Podcast: https://theservicecenter.buzzsprout.com 

Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 

Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 

Stitcher: https://www.stitcher.com/show/the-service-center 

Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center 

iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

Support The Service Center!: https://www.buzzsprout.com/1844427/support

Drop me a text!

[Episode 4]

Madison Homewood is the founder of Drinks on Friday, a luxury cocktail subscription service based out of Toronto, Ontario. As an internationally award winning mixologist, Madi has created a one-of-a-kind beverage service to bring joy of indulging in bespoke cocktail recipes with extremely unique ingredients to your door. 

Madison has honed her craft at elite locations such as Restaurant le Phenix, The Trash Collective, the Supernova Ballroom, and Langdon Hall. She has designed cocktails and competed internationally at events including the Diageo World Class and Beyond the Rail. She is a 2018 alumna of the School of Hospitality, Food & Tourism Management at the University of Guelph. 

Drinks on Friday: www.drinksonfriday.com 

Host: William C Murray, PhD:

William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.
 
 William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.
------------------------------------------------------------------------------------------------

If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!

E-mail: [email protected]
Twitter: @WilliamCMurray
LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ 

Podcast: https://theservicecenter.buzzsprout.com 

Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 

Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 

Stitcher: https://www.stitcher.com/show/the-service-center 

Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center 

iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

Support The Service Center!: https://www.buzzsprout.com/1844427/support

Drop me a text!

[Episode 3]

Scott Stratten is the President of UnMarketing, is a 6X best selling author, and a internationally sought-after speaker who passionately believes that a better business world can be build around integrity, community, and authenticity. He walks a beautiful tightrope of being funny and engaging while exposing some raw truths about business we know to be real, but might find tough to look at. In 2018, he was inducted into the National Speakers Association Hall of Fame. 

His books, all co-authored with his business partner and wife (also the greatest person in history according to him) Alison Stratten, began with “UnMarketing – Stop Marketing, Start Engaging”, which has sold 50,000+ copies and is available in over 7 languages. Their other books include “The Book of Awesome / The Book of UnAwesome”, “QR Codes Kill Kittens”, “UnSelling”, “UnBranding”, and most recently, “The Jackass Whisperer”.

Scott is fascinated with disruptions of the status quo and single-minded in his belief that treating humans well is at the core of successful business practices.  

UnMarketing: https://unmarketing.com/

The UnPodcast: https://unmarketing.com/unpodcast

Keynote Highlights: https://youtu.be/02g6VqHhsnk

Keep Going Until We Spot: https://youtu.be/3Cakm2nIQWo 

Host: William C Murray, PhD:

William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.
 
 William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.
------------------------------------------------------------------------------------------------

If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!

E-mail: [email protected]
Twitter: @WilliamCMurray
LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ 

Podcast: https://theservicecenter.buzzsprout.com 

Available through Apple Podcast, Spotify, Stitcher, Amazon Music, and iHeartRadio. 

Support The Service Center!: https://www.buzzsprout.com/1844427/support

Drop me a text!

[Episode 2]

Jerrett Young is the Partner and CEO of Equal Parts Hospitality – a rich blend of lodging, foodservice, golf, and event spaces deeply rooted in the communities of Southern Ontario. Their diverse portfolio of properties of restaurants, accommodations, and event establishments include The Diplomat, Aberdeen Tavern, The French, The Apartment, and Knollwood Golf Club. 

After catching the hospitality ‘bug’ in his twenties, Jerrett rose through the ranks of Oliver & Bonicini Restaurants, eventually becoming their Vice President of Operations for over 4 years before setting out on his own path as a hospitality consultant and owner/operator. In this episode, Jerrett and William discuss the importance of staying humble and the necessity (especially today!) of servant leadership. Jerrett also wisely points out that our current customers are incredibly sensitive to being in alignment with the brands they choose to be associated with and interact. 

Equal Parts Hospitality: https://www.equalparts.ca/ 

University of Guelph Sustainable Restaurant Program: https://ugsrp.com/ 

Host: William C Murray, PhD:

William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.
 
William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.
------------------------------------------------------------------------------------------------

If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!

E-mail: [email protected]
Twitter: @WilliamCMurray
Podcast: https://theservicecenter.buzzsprout.com 

The Service Center podcast is currently available on Spotify, Amazon Music, Stitcher, and through iHeartRadio. 

Support The Service Center!: https://www.buzzsprout.com/1844427/support

Drop me a text!

[Episode 1]

Sara Glenn is the Chief Operating Officer for Accor in Canada, the Caribbean, Mexico, and Central America. Sara sits down in the Service Center to talk about her story in the hospitality industry, the value of taking risks, and the importance of taking care of people, both hotel guests and employees. Sara and William discuss how she sees herself as the "Chief Facilitator of Resolutions" to help her team solve problems, and that the lodging industry will not be able to build back the same after the pandemic. Sara explains how everything starts with the employee and the most critical focus in hospitality should be on how you make people feel.

Hosted by William C Murray, PhD:

William is passionate about service and the human experiences within the hospitality industry. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.

William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.
------------------------------------------------------------------------------------------------

Be sure to reach out If you have questions or comments about the show:

E-mail: [email protected] 

Podcast: https://theservicecenter.buzzsprout.com 

Twitter: @WilliamCMurray

LinkedIn: @drwilliamcmurray

Podcast art: Jack Designs a Graphics Company

Support The Service Center!: https://www.buzzsprout.com/1844427/support