Defining Hospitality

Our guest on this week’s episode is a wealth of knowledge on all facets of the hotel and hospitality industry. He’s a leader who knows how to turn a hotel into something that is truly a destination. Joining the show this week is General Manager at the upcoming Regent Santa Monica Beach, Younes Atallah!Younes sits down with Dan Ryan to discuss his time in the industry, and the role of the General Manager. Younes shares his management strategies, the importance of exceptional programming, and why collaboration is a crucial skill for any member of your team.Takeaways: Hospitality is an inherent concept of treating others with warmth and care, extending from our homes to the hotel industry. It comes from the heart and is about treating people as you would treat them in your house. Continuous improvement is essential in any talent, whether it's sports, music, or acting.In the hospitality industry, teamwork and constant challenge are essential for improving the skills and talents of staff.Relationships and being a skilled generalist are crucial in the dynamic world of hotel management. The ability to manage teams, juggle priorities, and reintroduce brands requires constant dedication and expertise.Providing exceptional programming is crucial for hotels to exceed guest expectations and create memorable experiences. Comfortable accommodations are expected by guests, but it's the added features and activities that truly make a hotel stand out.Regularly engaging with people and observing their behavior by walking around is a valuable management practice. It offers opportunities to understand their desires and motivations, leading to impactful insights and positive outcomes.The pandemic has made it increasingly difficult to find good people and talent, especially in industries like hospitality. Management teams should look to foster internal talent, and help employees grow in ways that excites them.Growing up in a family that owned a travel agency, Younes experienced hospitality from an early age. The experience led to a deep connection with the hotel industry and a career pathway shaped by a memorable vacation.Quote of the Show:“There's very, very few, if any, positions in a hotel where individual contributors actually exist.” - Younes AtallahLinks:LinkedIn: https://www.linkedin.com/in/yatallah/ Website: https://regentsantamonicabeach.com/ Shout Outs:00:52 - California Hotel and Lodging Association: https://calodging.com/ 01:25 - Beverly Wilshire: https://www.fourseasons.com/beverlywilshire/ 01:57 - Regent Shanghai: https://www.ihg.com/regent/hotels/us/en/shanghai/shasd/hoteldetail 02:02 - IHG: https://www.ihgplc.com/en 11:40 - Six Senses: https://www.sixsenses.com/en 11:44 - Intercontinental: https://www.ihgplc.com/en/our-brands/intercontinental 11:46 - Kimpton Hotels: https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 11:48 - Vignette Hotels: https://www.ihg.com/vignettecollection/hotels/us/en/reservation 12:53 - Carlton Cannes: https://carltoncannes.com/en/ 13:00 - Cannes Film Festival: https://www.festival-cannes.com/en/38:06 - Regent Hong Kong: https://hongkong.regenthotels.com/ 38:12 - Regent Phu Quoc: https://phuquoc.regenthotels.com/ 43:22 - Minnesota Vikings: https://www.vikings.com/ 43:45 - Four Seasons DC: https://www.fourseasons.com/washington/ 43:51 - Mark Bromley: https://www.linkedin.com/in/marcbromley/ 43:57 - Stan Bromley44:32 - Four Seasons San Francisco: https://www.fourseasons.com/sanfrancisco/ 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

In the rapidly changing world of tech, the hospitality industry can struggle to keep up. Today’s guest is here to provide some guidance. Drawing on her 20 plus years of technology experience, she creates innovative experiences for guests and travelers. Joining the show this week is The Travel and Hospitality Industry Advisor at Salesforce, Jacqueline Nunley!Jacqui joins host Dan Ryan to look towards the future of the hospitality industry. They discuss the common challenges facing hoteliers when implementing technology, the ways AI can revolutionize customer experience, and how brands need to think about implementing AI. Takeaways: Hospitality is an ever changing landscape. As guest expectations have changed, technology has advanced rapidly, creating a blank slate. This allows for the industry to redefine what hospitality means to them. Because the hospitality industry is often fragmented, implementing new technologies can be a challenge. When looking for new solutions, leadership should prioritize technologies that can work cross-functionally.The level of repeatability and consistency in an experience needs to be tailored to the type of experience. Knowing what to expect can provide comfort to guests, but many guests often seek the unique experiences of the locations they visit. When looking to implement tech into a hotel, the end goal should be on making the staff’s jobs easier. By freeing up staff from mundane tasks that can easily be replaced, you allow them more time to focus on providing the human element to guests. AI offers many benefits to the end customer, but it requires careful consideration of a guest’s concerns. With many guests, there is a concern about the privacy of their data. Hotels need to provide a sense of security to ensure that guests trust the technology. Implementing AI into the hospitality industry is not about replacing people’s jobs, but rather about allowing them to better serve guests. Conversational AI can speed up support calls, drastically reducing customer frustrations.While AI has the potential to redefine the hospitality industry, it’s adoption needs to be intentional. Instead of adding AI features because a competitor had, first assess if the use of that technology will add value to your customers. Quote of the Show:“How are you engaging with your customers at the speed at which your customers are evolving?” - Jacqueline NunleyLinks:LinkedIn: https://www.linkedin.com/in/jacquelinesnunley/  Twitter: https://twitter.com/Jnunley12  Company website: https://www.salesforce.com/ Shout Outs:01:09 - ILC: https://ilcongress.com/ 43:45 - Jamie Dimon: https://www.linkedin.com/in/jamiedimon/ 01:02:45 - Dreamforce: https://www.salesforce.com/dreamforce/ 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

Our guest this week is a talented designer who is redefining the world of hospitality design. With over 25 years of experience, she has lent her expertise as an Adjunct professor at the New Jersey Institute of Technology. Please welcome to the show Senior Director, Design & Project Management at Marriott International, Linda Laucirica!Linda joins Host Dan Ryan for an in depth conversation on design philosophy. Linda shares the importance of starting with a cohesive design strategy before creating a narrative, the necessity of having an elevator pitch, and how the hospitality industry can create more welcoming spaces in the healthcare industry.  Takeaways: Hospitality is the desire to give comfort and joy. True hospitality comes from a celebration of shared human experience, and a desire to connect through that humanity with othersThe intersection of storytelling and design, with an emphasis on editing and conveying clear messages, is crucial in creating impactful narratives. This is important in full-service lifestyle brands, where aspirational design plays a key role in brand identity.When conducting research and designing for a brand, it is essential to effectively summarize the concept in a concise elevator pitch. This helps align design decisions with the brand's vision and ensures unique project outcomes.Creating successful narratives for "soft brands" requires a different approach than for "hard brands". Designers must create a strategy that directly connects with the brand's vision, ethos, and personality, before jumping into crafting a compelling narrative.Technology has impacted the design process, shifting from manual creation to digital tools and 3D visualization. This transformation emphasizes the need for designers to adapt, understand scale, and create spaces that resonate with our human experience.Hospitality focused design has an important role in the healthcare industry. By creating welcoming hospitals and treatment centers, you can leave a positive impact on someone’s journey to healing. For Mariott’s W Hotels there are three tenets of design: form follows fantastic, tactile materiality, and clean maximalism. These three elements combine to create unique experiences for guests. Quote of the Show:“That message also wants to have an emotional connection to who you're speaking with, right? Otherwise why write the story? Why share your thoughts?” - Linda LauciricaLinks:Instagram: http://www.instagram.com/lindalaucirica/ LinkedIn: https://www.linkedin.com/in/lauciricadesign/ Website: https://www.marriott.com/marriott/aboutmarriott.mi Shout Outs:01:38 - McCartan Design: http://www.mccartan.com/ 03:26 - The Peanuts04:10 - NJIT: https://www.njit.edu/ 06:07 - Cornell: https://www.cornell.edu/ 09:22 - Starwood Hotels09:49 - Westin Hotels: https://westin.marriott.com/ 09:49 - Autograph Collection Hotels: https://autograph-hotels.marriott.com/ 09:50 - Le Méridien Hotels: https://le-meridien.marriott.com/ 09:51 - Renaissance Hotels: https://renaissance-hotels.marriott.com/ 09:52 - Design Hotels: http://designhotels.com/ 09:53 - Tribute Hotels: https://tribute-portfolio.marriott.com/ 09:56 - Gaylord Hotels: https://www.gaylordhotels.com/ 10:19 - W Hotels: https://w-hotels.marriott.com/ 19:31 - Dune20:59 - Rockwell Group: https://www.rockwellgroup.com/ 21:01 - Barnes And Noble: https://www.barnesandnoble.com/ 21:29 - Pinterest21:30 - Instagram22:01 - Revit27:04 - Woolly Mammoth Theatre: https://www.woollymammoth.net/ 27:05 - Arena Stage: https://www.arenastage.org/ 28:17 - New York School Of Interior Design: https://www.nysid.edu/ 29:50 - Mohegan Sun: https://mohegansun.com/ 30:10 - David Rockwell30:46 - Children’s Hospital at Montefiore: https://www.cham.org/ 31:43 - Carl Sagan34:32 - Lionel Ohayon: https://www.linkedin.com/in/lionelohayon/ 34:35 - Memorial Sloan Kettering: https://www.mskcc.org/ 36:58 - W Union Square: https://www.whotelsnewyork.com/property/w-new-york-union-square/ 44:02 - Steve Higgins44:08 - Theresa Fatino: https://www.fatinodesign.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-1cb8f3c42419

Our guest on this week’s episode is someone who over the past 25 years has played a pivotal role in the development and adoption of biofuels. He’s a forward thinking leader who is committed to creating a better world. Joining Dan Ryan is President and CEO at World Energy, Gene Gebolys!Gene highlights the importance of achieving net zero, the value of being authentic, and the technology behind biofuels. Takeaways: Hospitality is about welcoming others into your space and putting them at ease. In the context of sustainability, it is crucial to focus on decarbonizing sectors like aviation and help people travel with a lower carbon impact, aligning their actions with their values.Net zero is a critical concept in combating climate change, where the goal is to remove as much carbon as is emitted. Though offsets exist to absorb emitted carbon, their effectiveness and quality vary, calling for careful consideration in their implementation.Offsets have been widely abused, leading to a lack of confidence in them. However, the use of insets, which displace carbon emissions in the same sector, provides a high-quality alternative to offsets that can effectively reduce a sector's carbon footprint.Displacing fossil fuels with alternative energy sources may seem small in scale compared to the overall demand. However, it is crucial for leading brands to authentically uphold their net zero commitments and inspire other companies to join them.The importance of embracing innovation, energy efficiency, and sustainable living, lies in their ability to create a more thoughtful, connected, and sustainable future for all. To move forward, we must embrace a more community focused way of life.Approximately 9% of global carbon emissions are emitted during steel production. To address this, there is a growing need for increased efficiency and thoughtful design to reduce the creation and disposal of preventable waste.By using wind energy to break water into Oxygen and Hydrogen, wind energy can be stored in the form of “green hydrogen”. This allows for a renewable energy source like wind, to be bottled up and transported across the globe. Quote of the Show:“If you're a corporate leader today, how can you be a corporate leader on everything but the biggest problem the species faces?” - Gene GebolysLinks:Twitter: https://twitter.com/GebolysGene LinkedIn: https://www.linkedin.com/in/genegebolys/ Website: https://www.worldenergy.net/ Shout Outs:05:47 - Google Flights: https://www.google.com/travel/flights05:56 - United Airlines: https://www.united.com/en/us 06:31 - Hotel Marcel: https://www.hilton.com/en/hotels/hvnsdup-hotel-marcel-new-haven/ 11:53 - John Oliver’s Carbon Offsets: https://www.youtube.com/watch?v=6p8zAbFKpW0 25:05 - Air Products: https://www.airproducts.com/ 37:50 - The Sustainable Aviation Buyers Alliance: https://flysaba.org/ 38:06 - Microsoft: https://www.microsoft.com/en-us/ 38:07 - Deloitte: https://www2.deloitte.com/us/en.html 38:10 - Apple: https://www.apple.com/ 38:15 - Bank of America: https://www.bankofamerica.com/ 38:17 - JPMorgan Chase: https://www.jpmorganchase.com/ 46:24 - Taniya Nayak46:31 - Yellow Door Taqueria: https://www.yellowdoortaqueria.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-1cb8f3c42419

Defining Hospitality turns two! Over the last two years, we’ve featured some amazing stories, and have learned so much about the hospitality industry. To celebrate, we’ve pulled together some highlights from the most listened to episodes in the past year. In this episode you’ll hear from Author and Activist: Amanda Knox, Founder of Thank You: Will Guidara, Senior Interior Design Manager at Marriott International: Stephanie Hopkins, and President of The Hardy Group: Brent Hardy.Thank you for two great years!Takeaways: True Hospitality is identifying someone's needs, and using the resources available to you to meet those needs. This can be enacted through giving someone a comfortable place to stay, or simply being an advocate for them.Having board games along with fine dining provides an experience that makes the guest feel comfortable and at home. It reminds them of home-cooked meals and time with family and friends.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 experienceFor Brent, hospitality is more than just a hotel building or an office space. Hospitality is about the interactions with people, and appreciating the moments throughout the whole experience.Links:Connect With Amanda:Twitter: https://twitter.com/amandaknox Instagram: http://www.instagram.com/amamaknox/ Website: https://www.knoxrobinson.com/ Website: https://innocenceproject.org/ Book Link: https://a.co/d/cJDYQIK Podcast: https://podcasts.apple.com/us/podcast/labyrinths-getting-lost-with-amanda-knox/id1494368441Episode: https://share.transistor.fm/s/d13d4efd Connect With Will:LinkedIn: https://www.linkedin.com/in/will-guidara-b64952243/ Instagram: https://www.instagram.com/wguidara/?hl=en Book Link: https://www.amazon.com/gp/product/B0B13W5GPT/ref=dbs_a_def_rwt_bibl_vppi_i0 Welcome Conference: https://www.thewelcomeconference.com/ Episode: https://share.transistor.fm/s/8c2696f6 Connect With Stephanie:LinkedIn: https://www.linkedin.com/in/stephanie-hopkins-28445a71/ Website: https://www.marriott.com/default.mi Episode: https://share.transistor.fm/s/31149cc1 Connect With Brent:LinkedIn: https://www.linkedin.com/in/brent-hardy-aia-ishc-20706353/  Website: http://www.jhgi.com/  Episode: https://share.transistor.fm/s/2536b25f 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

Hospitality and conservation are united through acts of caring, yet both require a delicate balance between development and preservation. Out in the Olare Motorogi Conservancy in Kenya exists an experience that blends both into a seamless harmony. Joining the show this week to share his story of hospitality is Dido Dima, a Camp Manager for Kicheche Camps. Dido and Dan sit down together on location in Kenya to discuss the importance, and challenges, of blending hospitality and conservation. Dido shares some of the efforts Kicheche takes to protect the land they operate on, the ways they create a sense of safety in their guests, and why every guest is a blessing. Takeaways: Hospitality means extending kindness to others. This extension of kindness continues past your guests, and further onto your staff and community. Without strong staff and a welcoming community, there isn’t much hospitality to extend to guests. As a hospitality manager, you need to provide varying levels of hospitality. For a guest, that can mean assisting them when they have a luggage issue. For a staff member, that means accommodating their personal needs. As Kicheche camps are on conservation land, the experiences must be developed around a minimum threshold of sustainability. Low impact footprints, solar power, and a waste management plan are all part of creating responsible recreation. As a young boy, Dido grew up in a conservation area, which cemented his love for nature. After pursuing education in the field of hospitality, he realized he could blend hospitality and conservation through camps in the bush. As a leader, change is inevitable. While an employee may start in one area, oftentimes they want to expand and learn more skills. By fostering their growth, you create a highly skilled employee who is engaged in the work they do. A sense of safety is a requirement for a hospitality provider. When your experience is in a wildlife preserve, your requirements are more stringent. By providing guests who are out of their element with accommodations, you make them feel more welcome.  By pairing the camps with a conservancy, it adds a crucial lifeline for wildlife, and the local communities. Support from the camps helps carve out spaces for wildlife to live, and provides the locals with an additional source of revenue. Quote of the Show:“You have to understand the interests of people change and you try to support them in that change.” - Dido DimaLinks:LinkedIn: https://www.linkedin.com/in/dido-dima-a6623261/ Instagram: https://www.instagram.com/dima.dido/?hl=en Website: https://kicheche.com/ Shout Outs:00:30 - Kicheche Bush Camp04:52 - Olare Motorogi Conservancy: http://olaremotorogiconservancy.com/ 05:27 - The Maasai People: 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

The ideal business is one where the needs of the employees are balanced perfectly with the goals of the business. One key to finding this balance is hospitality among employees. On today’s episode of Defining Hospitality, Dan talks to an expert on working with your employees. Joining the show this week is Principal & Vice President at C+TC Design Studio, Billie ThorneBillie and Dan Billie sit down to dive into her experiences as a leader in the world of hospitality. Billie shares ways to best work with your employees, how to be hospitable to your coworkers, and the importance of carving out time for self care. Takeaways: Hospitality is about kindness and finding where you are comfortable. Once you get settled in a good place, you can extend your hand to newer employees and help them learn and grow. Building a team of professionals requires different forms of guidance and understanding. Some people need to be prompted to think about their goals and aspirations and others need a small push to a healthy space outside their comfort zone.Finding the right employees doesn’t only mean looking at a resume, rather, it involves feedback from members of the team. Team members who enjoy each other’s presence and can cooperate smoothly will be more willing to work together in person. Individual employee goals have to work in coordination with functional business. There has to be a balance between allowing people to focus on personal goals and working to maintain the profit and productivity of the business.Work smarter not longer. Though long hours can be sometimes helpful for productivity, more often, you can achieve more on a regular day rather than working late, because as you reach the end of the day, fatigue slows your efficiency.It is important to be hospitable to both clients and coworkers, but often, hospitality toward coworkers is overlooked. However, it can be shown when one employee helps another reach a deadline without being asked. In any industry, you may encounter problems that seem daunting. Cross-industry collaboration may prove useful to come up with unique solutions that aren’t typically used in certain situations. Quote of the Show:“There are some mistakes everybody needs to make for themselves to learn from them.” - Billie ThorneLinks:LinkedIn: https://www.linkedin.com/in/billie-thorne-5bbba211/ Company website: https://ctcdesignstudio.com/  Instagram: https://www.instagram.com/ctc_designstudio/ Shout Outs:03:11 - HBA: https://www.hba.com/ 36:29 - University Of Texas: https://www.utexas.edu/ 36:54 - University Of Southern California: https://www.usc.edu/ 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

Starting your own firm can be a nervous experience, but the creative freedom it offers can be well worth it. Joining the show this week is an interior designer who draws inspiration from his 25 years of design experience around the globe. After working with multiple internationally renowned design firms he is now on the journey of running his own studio. Welcome to the show, Founder & Creative Director of Pierre & Co Design Studio, Pierre Josselin!Pierre and Dan sit down to discuss Pierre’s motivations for starting a business, what excites him most about the design process, and the importance of having strong relationships with others in the industry. Takeaways: Hospitality is a shared passion. Those in the industry have an exciting passion for the work they do. It is a people driven industry with a strong sense of togetherness that is focused on creating relationships. To create great designs, you need to cover every aspect of the project, and understand what it takes to get to the finish line. Avoiding unnecessary handoffs of work results in a higher quality and more consistent project that is completed in less time. As a designer, it’s important to understand how your answers affect the rest of the process. A timely response to a client’s question not only results in a happier client, but a faster project. A delayed answer delays further steps of the project.The best coworkers you can have are ones that challenge you, but who you can also challenge. Great ideas are not born in a vacuum, and fostering a space that allows for collaboration and feedback will open your eyes to new designs. While going out on your own and starting your own firm can be daunting, it offers many benefits. As you have full control over the intricacies, you have full creative freedom, and the ability to complete work at a faster pace. In the design process, it is important to implement efficiencies wherever you can. Even by getting all the relevant parties in one room for the drawing process and doing instant revisions can shave weeks off of a project. Quote of the Show:“The most successful colleagues you work with are the ones which challenge you, but you challenge as well.” - Pierre JosselinLinks:LinkedIn: https://www.linkedin.com/in/pierre-josselin-527b555a/ Website: https://pierreandco.com/ Shout Outs:04:07 - Taniya Nayak: https://taniyanayak.com/ 06:21 - Small Giants: https://a.co/d/af9MB4P 08:33 - Fairmont Flame Towers: https://www.fairmont.com/baku/17:11 - HBA: https://www.hba.com/ 18:51 - Alex Kravetz: https://alexkravetzdesign.com/ 19:07 - Inga Oelschlager: https://www.linkedin.com/in/inga-oelschlager-73640878/ 19:08 - Sayeli Uysal Ayaydin: https://www.linkedin.com/in/sayeliu/ 19:09 - Peter Balistrieri: https://www.linkedin.com/in/peter-balistrieri-44a99aa/ 27:00 - Fairmont Banff Springs: https://www.fairmont.com/banff-springs/ 27:49 - Fairmont Washington DC: https://www.fairmont.com/washington/ 29:22 - The Orient Express33:11 - Tishman Speyer: https://www.tishmanspeyer.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-1cb8f3c42419

In an environment designed to be anti hospitable, it is a daunting task to create a space of warmth and comfort. Today’s guest is someone who helps bring a sense of hospitality to otherwise unwelcoming spaces. She is an activist who fights for justice and advocates for those whose voices have been silenced. Joining the show this week is author of her memoir “Waiting to be heard” and the Host of the “Labyrinths” podcast, Amanda Knox.Amanda sits down with Host Dan Ryan to share how she was an advocate for her community while in prison, the steps for resolving conflict with others, and the ways someone's background shapes others’ perceptions of them. Takeaways: True Hospitality is identifying someone's needs, and using the resources available to you to meet those needs. This can be enacted through giving someone a comfortable place to stay, or simply being an advocate for them.Someone's background creates a lens through which each interaction they have will be viewed. For people who are previously incarcerated, they face a lens of inherent suspicion and distrust from others. While tough situations require positive outlooks, those outlooks vary person to person. For Amanda, her positive outlook was accepting the circumstances, and making the best out of them. Her mother’s outlook was fighting for what was right without giving up. There are four steps to resolving conflict with a person. Set the stage by finding common ground you can agree on; identify the strongest form of their argument they are trying to argue; show them compassion; and ultimately, allow yourself to be open to change. When large impacts happen, they affect everyone around the individual. Families are put under undue emotional, financial, physical and emotional stress as they work to assist those affected.  While Amanda was incarcerated, she sought to overcome the limitations of the situation and assist others as best she could. She became a writer and translator for other prisoners, helping them write home and read court documents. Quote of the Show:“No matter what circumstance you are in, no matter what condition you're in, there's always the opportunity to connect with people and to make some kind of positive impact in other people's lives.” - Amanda Knox Links:Twitter: https://twitter.com/amandaknox Instagram: http://www.instagram.com/amamaknox/ Website: https://www.knoxrobinson.com/ Website: https://innocenceproject.org/ Book Link: https://a.co/d/cJDYQIK Podcast: https://podcasts.apple.com/us/podcast/labyrinths-getting-lost-with-amanda-knox/id1494368441 Shout Outs:01:11 - MIT13:51 - Man’s Search For Meaning: https://a.co/d/9c6N7t0 17:13 - The Obstacle Is The Way: https://a.co/d/7F2gejn 22:13 - Steve Martin43:38 - The Innocence Project43:58 - The Labyrinths PodcastWays 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

In the world of design, you run the risk of losing focus on the end goal, creating great experiences for guests. Here to offer clarity is a development and planning specialist who excels at creating multi faceted luxury experiences. Projects that were completed under his vision include Faena Miami Beach, and Public NYC. Joining the show is Senior Vice President at Cumming Corporation, Nicky Unkles! Nicky shares his insights with Host Dan Ryan as they explore what it means to create luxury, and ultra luxury, experiences. Takeaways: True hospitality is a friendly reception of your guests. It means being authentic and sincere in your treatment of guests, anticipating their needs, and offering all guests the same experience, regardless if they are a CEO or an intern.When it comes to balancing the needs of the stakeholders, and keeping your project on time, it starts with having a defined process. It’s important to stick to the process, but when it’s necessary to deviate, ensure all parties know the impact on the timeline. One of the biggest challenges for new hospitality projects during the pandemic was supply shortages. As budgets, timelines, and vendors had been set months in advance, it required a collaboration with procurement agents to find new options.A typical project lives or dies within the first few days. When you first sit down with a client, your job is to help put their vision onto paper. Creating a layout and budget that reflect that vision, and your ability to sell it, will decide success for your project,When you start a project, it’s crucial to see it to completion. While potentially grueling, you’ll quickly discover areas of improvement for the next iteration. Additionally, seeing a project from vision to closeout is invaluable experience as a designer.Covid changed both the hospitality industry, and what guests want from their stays. Today’s guests want more service, and better experiences, with consistency as the keystone that holds the experience together.The core of your design needs to revolve around the guest’s experiences. Certain design elements may seem like important additions, but if they won’t impact the guest experience, those additions are an unnecessary use of time, money, and effort. Quote of the Show:“The world of hospitality is forever changed. People aren't going to accept substandard anymore.” - Nicky UnklesLinks:Twitter: https://twitter.com/Cumming_Group LinkedIn: https://www.linkedin.com/in/nicky-unkles-9035b028/ Website: https://cumming-group.com/ Shout Outs:12:48 - Aman Giri: https://www.aman.com/resorts/amangiri 12:51 - Canyon Equity: https://canyonequity.com/ 16:22 - Faena Miami Beach: https://www.faena.com/miami-beach 16:24 - Public NYC: https://www.publichotels.com/ 19:50 - Finlay Cumming20:01 - Glasgow Caledonian University: https://www.gcu.ac.uk/ 21:05 - Leher LLC31:36 - Stan Bromley37:08 - Zion National Park41:10 - Six Senses: https://www.sixsenses.com/en 41:14 - Starwood Hotels41:15 - 1Hotels: https://www.1hotels.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/