What does it take to lead a hotel company through constant headwinds while still inspiring teams and delivering exceptional guest experiences?
Today Dan interviews Scott Roby, President of Pacifica Hotels, to explore the state of the hospitality industry. They discuss the importance of focusing on controllable aspects of business, such as team and guest care, amid economic headwinds and legislative challenges in California. Scott shares insights on Pacifica's strategy of balancing ownership and third-party management, the value of maintaining a strong company culture, and the critical role of technology in the industry. The conversation also touches upon the future prospects and financial strategies for 2026 and beyond, emphasizing a meticulous approach to cost management and team accountability.
Takeaways:
Quote of the Show:
“A hotel management company is its people. The quality of the company is first and foremost about the people that they have on their team and how they're leading and inspiring the hotel teams.” - Scott Roby
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Is EQ more important than IQ when it comes to hospitality?
Today, Manish Puri, General Manager of the Regent Hotels and Resorts Bali, joins Dan to dive into key topics in the industry, such as sustainability, community, and leadership. They discuss the essence of hospitality, differentiating it from mere service, and delve into the concept of regenerative hospitality and sustainability. Manish shares insights from his career at prestigious hotel brands like Oberoi, Burj Al Arab, Six Senses, and Regent Bali. They explore how sustainability initiatives can transform the industry, turning cost centers into investment centers, and the importance of heartfelt service. The conversation also covers the challenges of opening and managing new hotels and the impact of leadership and open-heartedness in inspiring younger generations in the hospitality industry.
Takeaways:
Quote of the Show:
“ A luxury brand has to have that caring side of it. Caring for the environment, caring for all stakeholders, caring for the community. Without it, you are not a complete hotel.” - Manish Puri
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🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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What happens when a hotel developer moves from building Hampton Inns to creating lifestyle hotels with fire pits and Michelin-starred restaurants?
Today’s guest is a returning guest, Stephen Wendell, Co-Founder and CEO of Mountain Shore Properties. They explore the shift from select-service properties to luxury and lifestyle hotels, examining the business dynamics and guest experiences that differentiate these segments. Steven shares insights on building independent lifestyle hotels, dealing with construction challenges, financing, and the pivotal role of major brands and creative freedom. They also discuss the evolving demands of younger travelers and the potential for lifestyle hotels to serve as cultural hubs. The conversation touches on financing strategies, the impact of current economic conditions, and the balance between guest experience and profitability.
Takeaways:
Quote of the Show:
“Some people quit in the messy middle. We’ve pushed through, and now we know what to do and how to do it.” - Stephen Wendell
Links:
Shout Outs:
🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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“Design is subjective, but quality is objective.”
Today, Spencer Levine, President of RAL Companies and Affiliates, joins Dan to dive into hospitality development. Spencer shares insights from his extensive career in architecture and landscape development. The conversation covers the importance of delivering tangible and thoughtful hospitality experiences, the significance of strategic partnerships, and the crucial role of creative problem-solving in the development process. Spencer also delves into his experiences during the 2008 financial crisis and how it shaped his company's approach to handling distressed projects. Additionally, he reflects on lessons from his father and the impact of company culture on successful project execution.
Takeaways:
Quote of the Show:
“Design is not necessarily just beautiful, it's making a decision and forging ahead with it.” - Spencer Levine
Links:
Shout Outs:
🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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The secret to a hotel's success isn’t just great design; it's what guests don't see.
Harzali Hashim, Complex Director of Engineering at Kyo-ya Hotels and Resorts in Honolulu, joins Dan to discuss sustainability engineering within the hospitality industry. They discuss Harzali's extensive 20-year career in hotel and resort engineering, focusing on the importance of maintenance, design, and sustainability in creating memorable guest experiences. They explore the operational challenges of managing historic properties, the significance of green engineering, and the collaborative efforts across the industry to uphold high standards. The episode also touches on Harzali's leadership within the Hawaii Lodging and Tourism Association's Engineers Advisory Council and his proactive approach in mentoring and fostering sustainability initiatives.
Takeaways:
Quote of the Show:
“Sustainability has been part of me for a while. Being here in Hawaii, embracing the local community means being sustainable.” - Harzali Hashim
Links:
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🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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What does it take to manage 420 apartments and create a million memorable moments?
On this episode, host Dan Ryan sits down with Sebastián Torres-Calderón, the CEO of Stay U-nique, an award-winning short-term rental company in Spain. Sebastián shares his journey from customer journey intern to CEO and reveals how implementing the Entrepreneurial Operating System (EOS) helped his company not only survive the chaos of COVID but quadruple in size. The conversation dives deep into how Stay U-nique uses data and technology to create a frictionless guest experience, the challenges of a rapidly evolving industry, and the political headwinds facing the short-term rental market. Sebastián offers a unique perspective on the debate between prohibition and regulation and provides a powerful case for why collaboration between the private and public sectors is the key to solving housing inventory issues.
Takeaways:
Quote of the Show:
“To take that time and make it something that they will remember forever, and get to do that every day, that's amazing.” - Sebastián Torres-Calderón
Links:
Shout Outs:
🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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What does it mean to develop a host mindset?
Today, Dan dives into the transformative principles of the 'host mindset' with Steve Fortunato, founder of roomforty and the Fig House. Steve shares his journey from a restaurateur and caterer to becoming an influential leadership facilitator, emphasizing the importance of making others feel valued. The conversation highlights the impact of hospitality in business, practical strategies to foster engagement, and the significance of personal growth and generosity-driven cultures. This episode is a deep exploration of how hospitality principles can enhance both personal and professional interactions, creating a kinder and collaborative environment.
Takeaways:
Quote of the Show:
“ I don't believe hospitality is an industry. I believe it's a virtue.” - Steve Fortunato
Links:
Shout Outs:
🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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What is the power of providing unique experiences?
Today, Dan chats with the Co-Founders of Reset Hotels, Ben Uyeda and Adam Wininger, about their unique hotel venture designed for the next generation of conscious travelers. Ben and Adam share insights from their journey in hospitality, emphasizing the importance of midweek group bookings for corporate and wellness retreats, and creating meaningful, immersive experiences in the vast, open spaces of Joshua Tree. The conversation explores the concept of 'reset' in hospitality, the value of modular construction in remote areas, and future visions including art installations, unique retreats, and potentially an interplanetary hotel. Join the conversation as they discuss how thoughtful design and unique experiences can transform simple stays into unforgettable journeys.
Takeaways:
Quote of the Show:
”I've always thought of hospitality as the craft of the welcome.” - Ben Uyeda
“ We fully intend to do all that. Just creating little moments of surprise for people out in the desert.” - Adam Wininger
Links:
Shout Outs:
🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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It’s not just about what you know or who you know, but who knows you. Today, Eileen Madigan, Senior Vice President of Global Interior Design at Las Vegas Sands Corp joins Defining Hospitality to discuss the power of networking and mentoring within the hospitality industry. With over 35 years of experience in luxury interior design, Eileen shares her journey from working at Four Seasons and Rosewood Hotels to leading significant projects in Asia for Sands. She discusses the importance of having a design philosophy, her experience with a life coach, and the intricacies of scaling luxury design for massive integrated resorts. Eileen highlights the importance of creating everlasting memories through thoughtful design, and offers valuable insights on career progression and the significance of internal and external partnerships in achieving design excellence.
Takeaways:
Quote of the Show:
“At the end of the day, we’re creating everlasting memories.” - Eileen Madigan
Links:
Shout Outs:
🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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How is adaptive reuse shaping the hospitality industry?
Aimee Sanborn, Senior Vice President of Architecture at Premier joins Dan to dive into adaptive reuse. Aimee shares her passion for preserving history and discusses the challenges and rewards of transforming historic buildings into vibrant, functional spaces. From the streets of downtown Dallas to the lush landscapes of Key West, discover the intricate process and the meticulous attention to detail involved in preserving architectural heritage while breathing new life into old structures. This episode is a must-watch for architects, designers, and anyone interested in the intersection of history and modern hospitality.
Takeaways:
Quote of the Show:
“When it comes to historic buildings, it’s about bringing new life to the spaces in a way that reflects their past, and makes them feel fresh and welcoming.” - Aimee Sanborn
Links:
Shout Outs:
🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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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:
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:
Shout Outs:
🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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“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:
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:
Shout Outs:
🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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“ 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:
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:
Shout Outs:
🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
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“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:
Quote of the Show:
“We are a hospitality company first and foremost.” - Alissa Klees
Links:
Shout Outs:
🏨✨ 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:
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:
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:
Shout Outs:
🏨✨ 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:
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:
Quote of the Show:
“ Omotenashi is at the heart of every interaction.” - Eric Brey
Links:
Shout Outs:
🏨✨ 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:
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:
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:
Shout Outs:
🏨✨ 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:
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:
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:
Shout Outs:
🏨✨ 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:
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:
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:
Shout Outs:
🏨✨ 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:
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:
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:
Shout Outs:
🏨✨ 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:
