Defining Hospitality

Today’s guest is a valued member of the hospitality community with over 30 years of experience. She consistently composes and collaborates with world-class teams of architects and designers to execute unique and innovative hotel concepts. Please welcome to the show, Christina Zimmer. Christina is the Senior Vice President of Design at Highgate Hotels, and she joins the host Dan Ryan to share her views on hospitality and how it interacts with the world around us.Takeaways: According to the original definition from Webster’s dictionary, hospitality has always been about the experiences that you can give guests rather than the actual location or the food you provide them with.Every now and then, it’s nice to get outside of your own environment and try working on different kinds of projects. It’s like a breath of fresh air and helps you to gain a new perspective on future projects you will have.Culture plays an important role in hospitality. When you go to a unique place or another country, you can immerse yourself in the culture and really experience the place you are at.The most fond memory that Christina has of her trip to Europe was her visit to the Louisiana Museum in Denmark. She holds this memory close to her because she went to that museum with her mother.We all stand on the shoulders of those who have helped us reach our goals and be where we are today. It’s important to acknowledge this and respect those around you and be a positive leader yourself.There is a certain sensibility to Danish design that permeates the entire Danish society, and this helped to lead Christina to discover her passion at an early age.An interesting challenge facing hospitality now is how can you make furniture and design more sustainable for a modern age, while also being comfortable and welcoming.Quote of the Show:2:06 “It's not about just giving you a place to sleep and some food to eat. It's about much more than that. The original definition did come from the experiences that you would give to a guest. So it's much deeper than just meeting the basic needs.”Links:LinkedIn: https://www.linkedin.com/in/christina-zimmer-4b17ba11/Website: https://www.highgate.com/Shout Outs:7:17 Stonehill Taylor14:17 Guggenheim22:05 Turner22:58 Louisiana Museum in Denmark27:16 Paul Taylor34:39 Refinery Hotel in New York39:19 Tales of the City by 40:46 Waiting for Guffman41:35 Park Central San Francisco41:38 Hyatt42:28 Berman Faulk46:55 Kimpton47:05 MC Escher52:41 Hilton 52:41 MarriottWays to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Podbean: https://www.defininghospitality.live/YouTube : https://youtu.be/Lh76kNqYXh0

Today’s guest is a 2022 Inductee into Interior Design Hall Of Fame,and he approaches design with 5 key elements; sustainability, technology, the client, timelessness and innovation. He pushes beyond the familiar to create buildings and interiors that are distinctive, imaginative and site specific. Please welcome to the show, Gray Davis! Gray is the Co-Owner & Co-Founder of Meyer Davis, Designer. Gray joins the host Dan Ryan to share his inspirations from the hospitality world and how he journeyed his way through this beautiful industry.Takeaways: Hospitality is all about the experiences for the guest. It allows the owner or operator of the hotel to be a storyteller and provide the guest with a unique experience that they won’t be able to receive elsewhere.When you are designing a hotel, you want to make sure that it is a welcoming environment to the guest, and the best way to do this is by being a good listener. Think about the goals the brand or the client wants to achieve and use it as a guide. Typically, design firms are focused on one area but you can learn from every project you work on. This prevents people from being pigeonholed and allows a designer to see all the perspectives on different projects. If Gray could go back and see his younger self, the biggest piece of advice he would offer is to follow your passion. Through all the struggles that he faced, he wouldn’t change anything for the outcome he got.At the end of the day, the design for a hotel should be something that puts a smile on someone’s face  or shines a light on something that they never knew or thought before. A great idea can come from anywhere and anyone on the team. It doesn’t matter what role they play, whoever has the best idea is the one that you should run with.Quote of the Show:3:24 “There's nothing more rewarding than completing a project, a hotel or resort, somewhere and then seeing how people experience it and react to it.”Links:Website: https://www.meyerdavis.com/Hoist fixtures: https://rbw.com/collections/hoistShout Outs:1:21 Will Meyer1:26 Cindy Allen1:27 Interior Design Magazine7:41 Dream Hotel in Nashville9:34 W Hotels10:25 Marriott15:18 Randy Gerber 15:20 Cindy Crawford21:11 Rich, Brilliant and Willing28:53 Stacy Shoemaker28:59 Nick Jones29:01 SoHo House33:56 David Brawley34:40 John Saladino35:03 Four Seasons35:43 Guacame Siegel35:50 Aero35:50 Bill Sofield35:51 Thomas O’Brien36:34 Raul’s in SoHo41:53 Red Sea Development CompanyWays to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419YouTube : https://youtu.be/0XKTOcJCBfc

Today’s guest is an entrepreneur and opportunist at heart. With over 30 years of experience in the hospitality industry, he has discovered his favorite part is “wowing” his clients. Please welcome to the show, Scott Lee! Scott is the President and Principal at SB Architects. Scott joins the host Dan Ryan to share his experiences from working on the architecture of a prison to where he is now.  Takeaways: Hospitality at its core is about truly experiencing the place you are staying at. Whether it’s going away on vacation or visiting a familiar place, a great hospitality experience is defined by coming home and sharing stories of what you experienced while away.When you are looking to add people to your design firm, you want to strike the balance of getting like minded individuals as well as getting people that will help push the envelope in a positive way. Hiring people that are a cultural fit for your firm is a key component of doing interviews. If they aren’t a cultural fit, then don’t waste time looking at their drawings or design ideas as it will never work out right.One way to keep employees motivated and committed to your company is to sell them a piece of the company. This way they behave like owners and take more responsibility and they will feel a sense of ownership and pride as the company grows.New ideas can come from anybody at a company. There is no such thing as bad ideas so it’s a good idea to make your company feel like it’s an open environment where everyone is allowed to speak up and share ideas.Some people consider luxury to be crown moldings or marble on marble or other extravagant trappings, but there is more of a shift over to focusing on the quality of the luxury you are receiving rather than the quantity of it.Scott’s biggest advice to his younger self is to take risks and don’t be afraid to try something new. If you are waiting for that perfect time it might never come and life will pass you by, so jump in and take a chance.  Quote of the Show:2:22 “I think hospitality is going to a place and experiencing the place.” Links:LinkedIn: https://www.linkedin.com/in/scott-a-lee/Website: https://sb-architects.com/Shout Outs: 0:51 David Kennedy3:31 Hill Glazier Architects6:45 Rivana at Innovation Station7:00 Michael Hsu16:05 Don Sandy16:12 Sandy Babcock16:17 Ritz-Carlton25:59 Farmhouse Inn Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Podbean: https://www.defininghospitality.live/YouTube : https://youtu.be/WDYRN7OF03o

Today’s guest is a hotel project management expert with extensive experience leading the development, renovation, and repositioning of upscale hospitality assets. Please welcome to the show, Ethan Gabany! Ethan is the Senior Manager of Hospitality Project Management at CBRE. Ethan joins the host Dan Ryan to talk about his journey from pumping gas in a small rural town in Pennsylvania to where he is now.  Takeaways: Hospitality is all about meeting a guest's needs before they even realize that they have them. You want to be able to deliver a product or a service in that way with compassion and empathy. The first time you work with a client, you have to learn what makes them tick and the things that they enjoy and what they don’t like. This way when it is your second or third time working with them you’ll know exactly what they are looking for in a project. As a manager, it's your job to cut through the noise and distill it to the essence of what is nice to have and what is a must have while also having everyone feel comfortable enough to share their voice and be heard. When people go out to eat at a conference, they are now looking for restaurants that are designed with a unique aspect and are drifting away from the commercialized aspect that used to be popular. From a young age, Ethan was always the planner for the family vacations. He viewed vacations as escape from reality and when he and his family went on a trip to Philadelphia, a chance encounter with a cook helped him to find his passion. Ethan’s first job at 12 years was pumping gas for the gas station his dad had in a small town in Pennsylvania. Ethan found that he had an innate passion for human connection while doing this which eventually led to his career in hospitality.Ethan has a passion for the more upscale projects as they tend to allow more creative freedom with their designers.  Quote of the Show:1:38  “I would define hospitality as meeting a guest's needs before they have even realized them themselves with compassion and empathy”. Links:LinkedIn: https://www.linkedin.com/in/egabany/Website: https://www.cbre.com/ Shout Outs:10:55 Liam Neeson12:23 Ritz Carlton Philadelphia14:44 Cornell University14:47 Babson College 15:44 Omni Resort15:49 Rosewood18:39 Retina McCarthy18:53 Stephanie Robinson18:54 Brad Wellstead19:34 Ron Harrison19:35 Marriott20:18 Bill Walsh20:19 Viceroy Hotel Group22:34 ALIS Conference25:34 Bob Webster31:25 Meyer Davis32:45 Where You Go Is Not Who You’ll Be by Frank Burni32:51 New York Times35:51 Fairfield by Marriott38:59 Bonvoy43:25 Bennett Thomas43:40 Hersha Hospitality TrustWays to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Podbean: https://www.defininghospitality.live/YouTube : https://youtu.be/U1Z6_cVvtxU

Today’s guest is committed to elevating communities and creating wealth through hospitality ownership and leadership. She is a recent recipient of the FIU Alumni Award, and a hospitality sharpshooter. Please welcome to the show, Ashli Johnson! Ashli is the ​​Executive Director of the Marriott Sorenson Center for Hospitality Leadership at Howard University. Ashli joins the host Dan Ryan to talk about how Howard University is shaking up the hospitality industry and working on getting more diversity in the c-suite level in hospitality. Takeaways: Hospitality can be viewed through two different parts that combine to make up the whole picture. The first part is the business of service and the second part is the heart and delivery of service. At Howard University, hospitality isn’t a major but the Marriott Sorenson Center allows students to explore what it takes to be a leader in the hospitality industry and create more diversity in the c-suite level of this industry.The three main areas that Howard University wants to focus on is that they want their students to learn, understand and impact the hospitality, investment, real estate, and tech and innovation industries. As a society, we have to recognize our own personal bias and really focus on the talent that is fit to lead. We need to stop looking at who we are connected with and rather focus on the merits and what people bring to the table.When you are working for an organization, there is a layer of sponsorship that helps you to become aware of positions that are opening up in the company. Having someone work on your behalf to talk about you positively is always a good thing to have.Having someone be your sponsor doesn’t have to be a formal position. It can be something as simple as offering some help to a younger person who is looking to grow within the company.Growing up with a father who was a Marine Corps Officer, Ashli traveled often and found her passion for hospitality when she was the one in charge of deciding which hotels they would stay at on road trips, or places they would eat, or houses they would move to. Quote of the Show:2:05 Hospitality to me is two parts. Hospitality is most certainly the business of service and it's also the heart and the delivery of service.” Links:LinkedIn: https://www.linkedin.com/in/itsashlijohnson/Website: https://howard.edu/Instagram: https://www.instagram.com/itsashlijohnson/?hl=en Shout Outs:1:11 Damon Lawrence 1:13 Homage Hospitality1:38 Arne Sorenson8:26 Independent Lodging Conference26:15 Lowe’s29:20 Ray BennettWays to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Podbean: https://www.defininghospitality.live/YouTube : https://youtu.be/VkdBkKhSsWQ

Today’s guest is a leader and motivator who champions involvement. He is an innovative problem solver and has a progressive record of achievements with significant experience in global business strategy. Daniel del Olmo is the President of Hotels and Restaurants at Sage Hospitality Group. Daniel joins the host Dan Ryan to share his views on the hospitality industry and talks about how enriching lives can lead to a better experience for everyone. Takeaways: The true purpose of hospitality is to enrich the lives of the guests, associates and the communities that you serve. You want to have a positive impact on the people who are coming into your restaurant or your hotel, and without having that impact then hospitality truly can’t be reached.There’s no way to get a better sense of how your culture is thriving within your company than spending time with your team. Take the time to sit down and hear what members of your team are saying and see what you can do to help them.There is a misconception that you need to have worked in operations or previously worked as a general manager at a hotel to be promoted to being a general manager. You could be in almost any position to be promoted to a general manager as long as you show the skills and determination to do the job right.Many people have heard of having a work/life balance, but there is also work/life presence. This is a newer mindset where instead of focusing on how many hours someone works, you focus on what they do in those hours and what work they get done.Providing competitive benefits and having a positive reputation with your employees is a great way to attract more people to work with you, and it will help you retain employees as well.There is a tangible energy with a company that is creating a positive culture and that energy will bring the right people to your company. As a leader, it’s important to have each member of your team contribute to the greater good and have everyone on the same page to achieve the same company goal. You want people to feel like they belong to something so special in the making. Quote of the Show:1:41 “Hospitality then for me is really about enriching lives.” Links:LinkedIn: https://www.linkedin.com/in/danieldelolmo/Website: https://www.sagehospitalitygroup.com/Instagram: https://www.instagram.com/dsquare32/?hl=en Shout Outs:0:32 Independent Lodging Congress0:48 The Americas Lodging Investment Summit (ALIS)23:10 Danny Meyer32:02 Small Giants by Bo Burlingham45:02 Fred Reichheld46:22 Net Promoter Score47:14 Winning on Purpose by Fred Reichheld Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Podbean: https://www.defininghospitality.live/YouTube : https://youtu.be/eVmE78VGboc

Today’s guest found his passion for hospitality at a young age. He is a results driven global hospitality executive with extensive operational and development experience, as well as being a passionate, driven leader with a no-nonsense approach. Keith Pierce is the EVP, President Franchise & Development at Sonesta. Keith joins the host Dan Ryan to share his viewpoints on the benefits of franchising a hotel and Sonesta’s unbelievable climb to being the 8th largest hotel in the United States. Takeaways: At its core, hospitality is the business of caring. This means that you care for your employees, your guests, the development team and the community. Without that sense of caring it will be hard for your hotel to be genuine. During the pandemic, Sonesta managed to create a truly remarkable feat by growing from just 50 hotels to over 1200 hotels that they own or operate. This growth happened when the reit that owned 300 hotels elected to take hotels from the brand they currently had and put them into the Sonesta brand.In 2019 the hospitality industry was thriving and seeing the best business it had seen in 40 years, but once 2020 came along that brought the industry down to the lowest it has ever been in 40 years. Sonesta today has a franchise model, a management model and an ownership structure, all which are unique for the Sonesta brand.Having a culture of caring for your franchisees helps to sway independent hotels in the decision of who they want to partner with. Sonesta Hotels acts as an owner and operator of a franchisee which helps to provide a comfort level to their franchisees.Creating a level of caring and a good culture at a company starts with hiring the right people and having everyone work in the office together. This will help to make sure that everyone has the same goal in mind and works together well. Quote of the Show:1:19 “I define hospitality as the business of caring.” Links:LinkedIn: https://www.linkedin.com/in/keith-pierce/Website: https://www.sonesta.com/ Shout Outs:0:33 Marriott Desert Ridge3:26 John Murray3:33 SVC4:27 Adam Portnoy and the Portnoy Family4:44 Marriott4:45 IHG4:47 Wyndham 4:48 Radison7:15 Candlewood7:20 Residence Inn7:55 Redline Hotel Company11:48 MIT31:55 Lodging Hospitality32:01 New York Hotel Show32:07 Mandarin Oriental 32:09 Time Warner Center33:05 Waldorf Astoria33:30 Hawthorne Suites33:32 Joe McInerney Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Podbean: https://www.defininghospitality.live/YouTube : https://youtu.be/P4pHq99wmMs

Today’s guest is passionate about the design of communities, spaces, and experiences that connect people. She is an architect, innovator, and culture advocate. Alex Lopatynsky is a Principal & The Managing Director of the NY Office at Cooper Carry. Alex joins the host Dan Ryan to talk about her views on hospitality and what it all means to her. Takeaways: Hospitality doesn’t necessarily have to be about the place itself where you are staying. It’s more about the feeling you receive from the employees and the feeling the room gives you when you arrive. Even at the smallest of spaces, or minimally designed spaces, as long as you are welcoming people as if you are welcoming them to your home then it will be a memorable experience.The hospitality industry has been a big influence on many aspects, not just hotels. Nowadays, a business will look at gathering spaces for their employees or design rooms in a certain way to make people feel welcome.Culture and hospitality have interconnecting points where they interact with each other. Culture is looked at as the human element and hospitality can bring everyone together.Our best work and best collaboration is often done in person. Humans by nature are social creatures and there are great opportunities to enhance an idea of design when talking with a co-worker or friend.There is a lot of value in having people come to the office. It allows for people to interact with each other and feel connected to everyone around them.Everyone brings a unique perspective to solving issues within the hospitality industry, which allows the industry to expand with new ideas.  Quote of the Show:1:27 “Hospitality is less about, in my mind, the physical place, but it's the emotional feeling you experience from entering it.” Links:LinkedIn: https://www.linkedin.com/in/alexandra-lopatynsky-85305810/Website: https://www.coopercarry.com/ Shout Outs:3:37 Graffiti3:41 Jehangir Mehta17:29 Stephanie Hopkins17:30 Marriott31:36 Julia Cosencos31:42 Ribas25:15 George Sawiki25:54 Ukrainian Scout Organization35:24 Sawiki Tarella Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Podbean: https://www.defininghospitality.live/Youtube : https://youtu.be/rWUDni_sUhY 

Today’s guest loves helping create spaces and experiences where people will make lasting memories. With hospitality being engrained in her soul, she is ready to see it make a comeback. Stephanie Hopkins is the Senior Interior Design Manager at Marriott International. Stephanie joins the host Dan Ryan to talk about her journey in this beautiful industry and how she sees hospitality through her eyes.  Takeaways: Hospitality is more about the overall experience that you get and experiencing everything there is to offer. Growing up in Texas, Stephanie’s mom was the example she had for what hospitality really is because she was always entertaining and providing a welcoming environment for friends and family. Stephanie spent time working in London and New York doing interior design, and that is where she discovered her passion for hospitality and design. Working with an independent hotel and boutique hotels will help you to learn how to think on your feet and find solutions to unique problems.Every piece of detail matters to a guest and it impacts their experience at a hotel. You want to make sure that you are planning out every detail as much as you can and using the detail to make the guest have a wonderful experience.Not every brand or hotel is for every person. You want to build a hotel and think about the customers that you are trying to attract without also confusing the design of the brand for other hotel designs. Through the pandemic, a lot of people developed a longing for travel as that was taken away from them. People are now wanting to go out and experience new places and see beautiful hotels.  Quote of the Show:3:56 ​​ “What hospitality means to me it's more of that kind of that overall experience, kind of that 360 degree view.”Links:LinkedIn: https://www.linkedin.com/in/stephanie-hopkins-28445a71/Website: https://www.marriott.com/default.mi Shout Outs:1:10 Kristen Conry1:16 Marriott2:04 BDYN7:20 Tony Chi7:58 Chip Conley9:19 Bridgeton10:58 Journey East Hampton11:14 Atit Jariwala18:25 Johnny Marsh24:38 Oswaldo Barrios25:00 Arnie Sorenson25:17 Hilton25:18 Accor27:55 Edition31:36 Kelsey Linz31:51 Reggio Emilia40:06 Mindclick41:30 JoAnna Abrams46:36 Airstream47:40 Mattel Rancho48:33 Bunkhouse48:37 Liz Lambert48:53 McGuire Lambert Hospitality Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Podbean: https://www.defininghospitality.live/YouTube : https://youtu.be/7cAbPtTrW00 

Today’s guest is an accidental hospitality leader. She has been in the hospitality industry for more than a decade and half, all while managing the ongoing renovation work across the growing portfolio for the 8th largest hotel company in the US. Bridget Rooks is the Senior Director, Renovation and Capital Projects at Sonesta Hotels. Bridget joins the host Dan Ryan to share her journey through the hospitality industry and how her playwriting skills have influenced  her views on hospitality.  Takeaways: Hospitality is like a warm welcome to a guest. You are ready to greet the guest and meet any needs they have for their occasions, all while being prepared to exceed those expectations. For customer renovations, think of your design narrative as your thesis statement or elevator pitch. The stakeholders are a part of this process so don’t forget to include them as well. Don’t be afraid to say that you don’t know the answer to something. You will never get the right answer or learn how to properly do something if you aren’t vulnerable and ask questions.In order to make your work process better, it’s important to learn from past experiences. You can look back and see what you could do differently and make the process run better. Getting feedback from the development team is important for making sure that a design is going in the right direction. This will help guide you toward what the client had in mind and what else might need to be included. The needs for clients and guests will vary between the quality of a hotel. For example, an upscale hotel would have different needs than an upper upscale hotel.You won’t be able to respond to what each guest says that can be improved in a hotel. But it’s still important to try and balance all of them and hear what guests are saying and improve the hotel in the best way possible for everyone. Quote of the Show:2:22 “I would define hospitality as a warm welcome” - Bridget Rooks Links:LinkedIn: https://www.linkedin.com/in/bridget-rooks-9452934b/Website: https://www.sonesta.com/ Shout Outs:1:23 Brian Quinn6:40 Trader Joe’s7:03 Benjamin West7:33 Toby Nudelman8:45 Vicky Smith37:18 Sonesta Select Prototype Hotel37:20 Foxboro, MA37:50 DLR Group Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Podbean: https://www.defininghospitality.live/Youtube :