Unreasonable Hospitality with Javier Nolla

In this episode of Tomo Talks, Tomo sits down with hospitality expert Javier Nolla, the Executive Director of London House. In this episode, they explore the philosophy of unreasonable hospitality and how true excellence in service can transform not just businesses — but people.

Javier shares stories from his deep family roots in the hospitality industry, his surprising transition from performing arts to executive leadership, and how the COVID pandemic forced him to rewrite his life and career. They dive into what it means to lead with empathy, how personal touches create lasting impact, and why hospitality is more than just a job — it’s a calling.

Whether you're in business, leadership, or just one who wants to elevate how you treat others, this episode will leave you thinking differently about human connection and intentional service.

00:00 – Introduction

07:20 – A Legacy of Hospitality and Unlikely Beginnings

13:45 – From Performing Arts to Executive Hospitality

21:00 – Pandemic Pivots: Teaching, Writing, and Building Programs

29:10 – The Philosophy of Unreasonable Hospitality

37:25 – How Hospitality Principles Apply Beyond the Industry

44:15 – Creating a Culture of Care and Personal Touch