Defining Hospitality

Dan Ryan

Welcome to Defining Hospitality, the podcast focused on highlighting the most influential figures in the hospitality industry. In each episode we provide 1 on 1, in depth interviews with experts in the industry to learn what hospitality means to them. We feature expert advice on working in the industry, behind the scenes looks at some of your favorite brands, and in depth explorations of unique hospitality projects.

Defining Hospitality is hosted by Founder and CEO of Agency 967, Dan Ryan. With over 30 years of experience in hospitality, Dan brings his expertise and passion to each episode as he delves into the latest trends and challenges facing the industry.

Episodes are released every week on Wednesday mornings.

To listen to episodes, visit https://www.defininghospitality.live/ or subscribe to Defining Hospitality wherever you get your podcasts.

Episodes

Mentioned books

Sep 4, 2024 • 53min

Blurring Lines: Architecture and Hospitality - Foreman Rogers - Defining Hospitality - Episode # 167

In this episode, Dan sits down in person with Foreman Rogers, Principal at Blur Workshop, to discuss his career in hospitality design and the firm's recent milestone of celebrating their 10th anniversary! Foreman shares insights on the founding of Blur Workshop, the significance of blurring the lines between architecture and interiors, and the importance of empathy and listening in their design process. He also highlights the firm's collaborative culture, high retention rate, and the wide spectrum of projects they handle, from boutique hotels to large convention centers. Join us as we explore Foreman's reflections on the last decade, his excitement for the future, and the values that drive Blur Workshop's unique approach to design.Takeaways: Create a workplace culture that aligns with a larger mission, such as caring for people or creating meaningful experiences. This can elevate the sense of purpose and motivation among employees.Promote an environment where employees feel comfortable sharing ideas, asking questions, and providing feedback. Emphasize that there are no bad questions or ideas to foster innovation and collaboration.Develop active listening skills and emphasize their importance across all levels of the organization.Acknowledge the emotional aspects of work, especially in industries focused on hospitality and customer experience. Support your team in creating emotional connections through their work by understanding and empathizing with client and customer needs.Cultivate a humble work environment where egos are checked at the door. Ensure that the focus remains on collective success rather than individual accolades.While fostering a collaborative environment, ensure processes are in place to maintain efficiency and meet deadlines.Quote of the Show: “The hospitality, it’s in our blood I think.” - Foreman RogersLinks:LinkedIn: https://www.linkedin.com/in/foreman-a-rogers-iii-56001b2a/ Instagram: https://www.instagram.com/blurworkshop/ Website: https://www.blurworkshop.com/ Shout Outs:Liz Neiswander https://www.linkedin.com/in/liz-neiswander-36477112/ Scott Morris https://www.linkedin.com/in/scott-morris-27a555/ Ryman Hospitality https://www.rymanhp.com/ Marriott https://www.marriott.com/ DC Convention Center https://eventsdc.com/venue/walter-e-washington-convention-center Columbus Crew Soccer Stadium https://www.columbuscrew.com/stadium/ 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-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Aug 30, 2024 • 52min

Crafting Authentic Southern Hospitality - Amy Michaelson Kelly - Defining Hospitality - Episode # 166

In this episode, Dan Ryan interviews Amy Michaelson Kelly, a former litigator turned hotel developer and Principal of Hatteras Sky. Amy shares her path from practicing law to creating unique hospitality experiences in Asheville, North Carolina. She’s developed the Radical and Zelda Dearest hotels, both providing unique hotel experiences. Amy discusses the importance of community involvement, storytelling in hotel branding, and balancing compliance with creativity. She also talks about her firm's upcoming project, the Asher Adams Hotel in Salt Lake City, Utah. Throughout the conversation, Amy highlights the value of intentionality in independent hotels, the significance of making guests feel celebrated, and the influence of her legal background on her hospitality ventures.Takeaways: Storytelling can differentiate a business and create unique connections with clients, especially in the hospitality industry, where narratives can enhance the guest experience significantly.True hospitality goes beyond mere accommodation; it involves making people feel truly welcome and cared for, often through personal touches and attention to detail.Leaders should not be afraid to take risks and venture into creative territories.Successful leadership often involves balancing rigorous compliance and technical demands with creative freedom. This ensures both operational excellence and innovative guest experiences.Building and maintaining good relationships with local communities and stakeholders is crucial. Engaging with and listening to community members can lead to more sustainable and accepted development projects.Flexibility is essential in adapting to new market demands and trends, such as the shift from traditional office spaces to more dynamic living and working environments.Commit to continuous learning and personal growth. Leaders should seek opportunities to expand their knowledge and skills.Quote of the Show: “I love to be underestimated. It’s my favorite thing.” - Amy Michaelson KellyLinks:Twitter: https://twitter.com/hatterassky/status/1227625664775380992LinkedIn: https://www.linkedin.com/in/amy-michaelson-kelly-a547a717/ Website: https://hatterassky.com/ Shout Outs:ILC CONFAB https://ilcongress.com/ F Scott and Zelda Fitzgerald https://www.scottandzelda.com/scott-zelda/ Marriott https://www.marriott.com/default.mi Driftwood Hospitality https://www.driftwoodhospitality.com/ Davidson Hospitality https://www.davidsonhospitality.com/ 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-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Aug 1, 2024 • 1h 1min

Hospitality Through Empathy - Malcolm Berg - Defining Hospitality - Episode #165

Today, Dan finally gets to sit down and talk with Malcolm Berg, who is not only a designer, but an entrepreneur who founded Edge of Architecture. He is all about pushing the boundaries and innovating to the next degree. Malcolm provides his insights on hospitality and how important it is to bring empathy and human connection to the forefront of design and architecture. The conversation also delves into the significance of gratitude, the role of mentorship at EOA, and the enduring philosophy of reflecting values and unity in their projects. Listen along to hear Malcolm and Dan’s conversation!Takeaways: Cultivate empathy within your team and client relationships. Understanding and responding to people's needs and emotions is crucial for creating meaningful work and strong bonds.Strive beyond good enough. Aim for spectacular and aim to create experiences and designs that evoke strong, positive reactions.Hire people for their enthusiasm, work ethic, and potential rather than just their current skills or experience. Develop a culture of mentorship to nurture growth from within.Work with stakeholders, including clients and team members, who share similar values and vision. Avoid relationships that are purely transactional or financially driven.Emphasize continuous learning and innovation. Do not settle into a routine; constantly push the boundaries to stay ahead in a world that is rapidly changing.Develop a strong, cohesive concept as the foundation for all your design elements. This helps maintain a consistent narrative and creates a more immersive experience.Quote of the Show:“It’s how you behave in the trenches that kind of makes you who you are. Things are going to go sideways, shit happens. It’s how you fix it that counts.” - Malcolm BergLinks:Twitter: https://twitter.com/eoagroup?lang=enLinkedIn: https://www.linkedin.com/in/malcolm-berg-75b46910/ Website: https://eoagroup.com/ Shout Outs:IIDA https://iida.org/Gold Key https://www.goldkeyphr.com/ Curio by Hilton https://www.hilton.com/en/brands/curio-collection/ Andaz Miami https://www.hyatt.com/andaz/miaob-andaz-miami-beachMario Andretti https://www.instagram.com/andrettimario/?hl=en Travel by Design by Marriott https://traveler.marriott.com/travel-by-design/ 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-1cb8f3c42419

Jul 24, 2024 • 54min

The Entrepreneurial Spirit of Design - Vanessa Watts & Erika Dray - Defining Hospitality - Episode # 164

In today’s episode, Dan sits down to talk with a fiery design duo who have overcome new business challenges and thrived in the interior design industry. They are the co-founders and current partners of Watts & Dray: Vanessa Watts and Erika Dray. The two provide insights into their journey from creative director and fashion designer into partners who built a company from scratch. Take a listen and hear their story, as well as some valuable insights!Takeaways: The importance of genuine human connection and attentiveness in hospitality can't be overstated. Leaders should foster an environment where team members feel genuinely cared for and where they, in turn, extend that care to clients and colleagues alike.Hospitality is not just for the elite but should be extended to everyone, regardless of their background or status. This inclusive approach can help create a more welcoming and supportive team culture.Starting and running a business often involves numerous setbacks. Leaders should be prepared to navigate these challenges with resilience and adaptability, learning from mistakes and constantly iterating on their approach.While passion and spontaneity are crucial, having a well-thought-out plan and understanding business dynamics like cash flow and client acquisition can significantly impact success.Allow room for wild and innovative ideas, and don’t be afraid to pursue unconventional projects. Building a business with a partner involves clear communication, respect, and a shared vision.Don't wait for the perfect moment or perfect plan to start. Begin your entrepreneurial journey with the understanding that learning and adjustments are part of the process.Quote of the Show:“At that point in my career, I had never designed anything on my own. It had always been through a studio, for studio clients, and no one had ever asked me to design anything on my own, but I have some pretty wild ideas about what I think the world should look like.” - Vanessa WattsLinks:LinkedIn: https://www.linkedin.com/in/vanessa-watts-nyc/LinkedIn: https://www.linkedin.com/in/erika-dray-6356897/ Website: https://www.watts-dray.com/ Shout Outs:12:55 - Mike Suomi https://www.linkedin.com/in/mikesuomi/ https://suomidesignworks.com/ 34:45 - Fallin’ and Flyin’ Jeff Bridges https://www.youtube.com/watch?v=LTYyS8bxV78 37:35 - The Luxor Hotel https://luxor.mgmresorts.com/en.html 40:04 - The Cosmopolitan https://www.cosmopolitanlasvegas.com/?utm_source=google&utm_medium=search&utm_campaign=mgm_corporate_performance_brand_2024&gad_source=1&gclid=CjwKCAjwqf20BhBwEiwAt7dtdQ6OeEWYeaqbIeqgrtKGGEJy-0y8zcmX8OQvbZP5OgUPFXtmzNndaxoC9bUQAvD_BwE Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/id1573596386?i=1000663163850Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

Jul 19, 2024 • 19min

INDIEConFab Recap - Dan Ryan - Defining Hospitality - Episode # 163

Jul 10, 2024 • 55min

Building The Business Of Service - Ashli Johnson - Defining Hospitality - Episode # 162

Jul 3, 2024 • 48min

Crafting Opulent Hospitality - Vibha Sawhney - Defining Hospitality - Episode # 161

Joining the show this week is a hospitality professional who creates distinct projects that make emotional connections with guests. Please welcome to the show, Senior Director of Design & Construction Services at Kempinski, Vibha Sawhney.Vibha joins Host Dan Ryan to discuss how she creates luxury projects that meet the needs of owners. Vibha also shares the importance of collaborative empathy, the value of meticulous attention to detail, and explores Kempinski's unique approach to luxury.Takeaways: Hospitality involves providing the highest level of service where the guest is considered supreme. For an architect, design and architecture are tools to craft unforgettable and comfortable memories for guests, emphasizing their supreme importance.To gain hands-on experience and a deeper understanding of materials, immerse yourself in working alongside skilled tradespeople like carpenters and metal workers. Understanding how they work allows you to better utilize a material in planning. The key to success is selecting the right partners who will give proper attention to your projects and act with empathy toward the end-users. It is essential to work collaboratively to achieve the best results and support the owner's vision.A successful property requires exceptional service across all locations and maintaining high standards in essential areas like breakfast and room comfort. Consideration must be given to space constraints, ensuring comfortable environments in smaller spaces.While many brands have a clear and defined aesthetic that should be designed for, your job is ultimately to work with an owner to tie their vision together. Successful collaboration blends both brand design and owner desires. Hotels are ultimately an ecosystem that requires collaboration between various functions and backgrounds to function properly. Collaboration can only happen if empathetic understanding is found between employees. Quote of the Show:“We are really open to understanding what the owner and the owner's team wants to do in a project.” - Vibha SawhneyLinks:LinkedIn: https://www.linkedin.com/in/vibha-sawhney/ Website: https://www.kempinski.com/enShout Outs:1:43 - Kristen Conry: https://www.linkedin.com/in/conry/ 1:45 - Hyatt: https://www.hyatt.com/ 13:25 - Samuel Creations20:22 - Marina Residences Dubai: https://www.kempinski.com/en/development/upcoming-openings/kempinski-marina-residences-dubai 20:27 - International Design Associates: https://www.ida-global.com/ 25:24 - Marriott: www.marriott.com 25:25 - Hilton: https://www.hilton.com/ 30:13 - Çırağan Palace Kempinski Istanbul: https://www.kempinski.com/en/ciragan-palace 31:05 - Kempinski Palace Engelberg Titlis Swiss Alps: https://www.kempinski.com/en/kempinski-palace-engelberg 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-1cb8f3c42419

Jun 26, 2024 • 1h 5min

Five Generations of Mountaintop Magic - Eric Gullickson - Defining Hospitality - Episode # 160

Joining the show this week is a committed executive who cherishes the traditions of his resort, inspired by the legacy of his late family, the Smileys. Please welcome to the show The President of Mohonk Mountain House. Eric joins Host Dan Ryan, their conversation delves into the intricacies of managing a multi-generational family business, emphasizing sustainability and stewardship as core principles. Eric provides insights into their strategic planning initiatives and their commitment to balancing profitability with environmental and community preservation.Takeaways: Hospitality means ensuring the comfort and contentment of every guest and anticipating their needs. It also includes understanding that every individual has a unique story and unique needs. Being fully present with guests, listening to them, and then delivering service based on what you've learned is key. This approach helps create a longing for guests to return even as they are leaving.Focusing equally on sustainability and stewardship is essential. This involves balancing financial gains with the upkeep and improvement of the property. For example, reinvesting profits into maintaining the extensive infrastructure and natural landscape ensures that future generations can also appreciate the property.Running a family business successfully requires balancing the needs of shareholders and stakeholders. At Mohonk, they ensure that while they make profits to stay operational, they also pay attention to nature, community, family, and history. This balance ensures that the business thrives in the long term and stays true to its founding principles.A strong mission and principles are crucial for long-term success. Mohonk's mission is built on Quaker values like consensus-building, caring for people, and maintaining peace and serenity. These principles have guided the business for five generations and help to make clear, principled decisions for future sustainability.Providing unique and diverse guest experiences can significantly enhance a resort's appeal. At Mohonk, they offer activities like mountain biking, hiking, and a Via Ferrata experience that allows guests to engage with the natural landscape in thrilling but low-impact ways. Such offerings ensure that the property remains a destination in itself, attracting visitors repeatedly.Building consensus within the organization and the broader family is essential. Whether it's developing a strategic plan or making day-to-day decisions, involving all stakeholders ensures that everyone is on board with the vision and mission of the business. This approach has helped Mohonk sustain itself through five generations.Effective resource management and reinvestment are critical. At Mohonk, all profits are reinvested back into the business to sustain its vast property and infrastructure. They focus on maintaining what they have while also planning for future expansions cautiously. This strategy ensures that the property continues to thrive and grow in a sustainable manner.Quote of the Show:"Hospitality is about anticipating and meeting guests' needs while recognizing their unique stories and individuality. In life, listening and showing compassion are essential, just as with a friend."Links:Website: https://www.mohonk.comShout Outs:Smiley Family Quaker Traditions 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-1cb8f3c42419Transistor: https://www.defininghospitality.live/YouTube: https://www.youtube.com/channel/UCrpt8C461L_9n_6vezzZtkQ

Jun 19, 2024 • 52min

The Evolution Of Design - Julie Frank - Defining Hospitality - Episode # 159

Jun 12, 2024 • 59min

Telling A Brand’s Story - Kristen Freeland - Defining Hospitality - Episode # 158

Joining the show this week is an award-winning brand innovator who is responsible for the design and experiences across most of IHGs family of brands. Please welcome to the show A Director of Design Strategies at IHG, Kristen Freeland!Kristen joins Host Dan Ryan to dive into the nuances of telling stories. Kristen shares the importance of mentorship programs, the best ways to get customer feedback, and the need to cater to different audiences. Takeaways: Hospitality is all about telling a story. Regardless if you are creating a new story, or breathing life into an old one, the intent is to tell a story and deliver it successfully to your guests. To effectively cater to your audience, first understand their needs by gathering insights, and then develop and test solutions. Ensure your projects are guided by clear, focused briefs that align with your success metrics to avoid losing direction.To better understand customer preferences, engage directly with your target audience to gather valuable insights. Real-life dialogue and firsthand observation are crucial in confirming whether your strategy and design efforts meet customer needs.Seek opportunities where you can work closely with industry leaders and immerse yourself in real-world business environments that aren't taught in college. The hands-on experience gained from these situations will boost your professional courage.Nurturing and maintaining relationships is crucial in hospitality, as they form the foundation of your professional network. Make it a priority to stay connected, meet new people, and keep learning about new things to thrive in the hospitality industry. In the strategy world, continual innovation prevents work from feeling monotonous and keeps things exciting. Embrace the idea that nothing is off the table, as new challenges constantly emerge once solutions are found.Quote of the Show:“When your target guests and target audience are telling you, ‘Hey, there's other ways that you could appeal to me.’ It's important that we listen to that and that we evolve with them.” - Kristen FreelandLinks:LinkedIn: https://www.linkedin.com/in/kristen-freeland-19b4b54b/ Website: https://www.ihg.com/ Shout Outs:21:47 - Hilton: https://www.hilton.com/en/ 29:19 - Larry Traxler: https://www.linkedin.com/in/larrytraxler/ 33:43 - Scott Galloway: https://www.linkedin.com/in/profgalloway/ 37:57 - Crowne Plaza: https://www.ihg.com/crowneplaza/hotels/us/en/reservation 43:47 - Dr. Chloe Carmichael: https://www.drchloe.com/ 46:38 - Karen Gilbride: https://www.linkedin.com/in/karen-gilbride-379b976/ 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-1cb8f3c42419

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