Defining Hospitality

Our guest this week is an interior designer who has become a household name. She’s an expert storyteller, creating compelling stories through both her design, and her appearances on screen. She’s been frequently featured on HGTV as a host and mentor on “Battle on the Beach” and “Build it forward”. Joining the show this week is Principal and Interior Designer at Taniya Nayak Design, Taniya Nayak!Taniya sits down with Dan to dive into her background as a designer. She covers the ways that bartending helped her refine her design skills, the necessity of designing your spaces for a wide range of guest experiences, and how she got started as a host on HGTV. Takeaways: For Taniya, hospitality means addressing all the small nuances of an experience. It means creating a warm and inviting space where you are thinking about every possible customer scenario. Balancing operations and design is a delicate task as you will often need to choose between prioritizing aesthetics or cost. Ultimately, the choices you make need to revolve around the experience you are trying to create for your guests. Creating an experience your guests want to evangelize is important because a guest’s journey begins with a review. Their expectations of your space are set by what they read beforehand, and a bad review can set guests up with a pretense of your space.A quality product is the cornerstone of any successful business, but the presentation around that product determines your success. An ok product with great presentation will outshine a great product with lackluster presentation. As a designer, you need to tell a story that relates to the guests in your establishment. Each element should correlate either functionally or emotionally to the story of why your guest is in that space. As a young designer, it can feel demoralizing to not land a design job right out of college. Retail, customer service, and food service jobs give you firsthand knowledge into how those environments run, making your future designs for those spaces more effective. For leaders in the design space, you need to create environments for your employees to thrive. Encourage communication, and make your employees feel comfortable being vulnerable. From their honest sharing comes opportunities for you to help them grow. Quote of the Show:“I want to make sure that when the guest comes in, they are greeted by a warm and inviting space.” - Taniya NayakLinks:Twitter: https://twitter.com/TaniyaNayak Website: https://taniyanayak.com/ Instagram: https://www.instagram.com/taniyanayak/ Podcast: https://www.buzzsprout.com/1892187 Shout Outs:0:30 - HGTV0:42 - Ellen DeGeneres0:45 - QVC0:46 - Rachel Ray0:47 - Oprah1:20 - Hotec: https://www.hotecglobal.com/ 10:44 - Yelp11:42 - Open Table: https://www.opentable.com/ 12:37 - The Break: https://www.buzzsprout.com/1892187 17:13 - Danny Meyer: https://www.linkedin.com/in/dhmeyer/19:02 - MIT21:03 - Boston Architectural College: https://the-bac.edu/  33:06 - Knock First: https://www.imdb.com/title/tt0401024/?ref_=ttpl_ov 35:28 - Baccarat Hotel New York: https://www.baccarathotels.com/37:16 - Craigslist37:53 - ABC Family38:14 - The New York Yankees: https://www.mlb.com/yankees 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

To create truly epic experiences, you need to combine both people and place. Our guest this week is a visionary leader of both extraordinary people and projects. He’s a Global Industry Group Champion in Entrepreneurs Organization and an Advisory Board Member for the College of Architecture and Environmental Design at Kent State University. Welcome to the show, Founder of K2M Design, Scott Maloney! Scott joins Host Dan Ryan to dive into the value of collecting nos, how to create epic experiences for guests, and how networks like Entrepreneurs Organization have helped him on his journey. Takeaways: Hospitality is about people and places coming together to create an epic experience where people are able to join to support dreams and desires. Some organizations are built to encourage the bonding of great minds.The Entrepreneur's Organization is the epitome of hospitality in the senses that it creates a safe and confidential space for the members to learn from other inspiring people and be encouraged by them In the architecture and design space, hospitality means finding a compromise between a design being structurally sound and aesthetically pleasing. Being able to fulfill the safety requirements while listening to the vision will create loyalty from the building owner. Accepting a project requires a deep understanding of expectations followed by fulfillment or overachievement. In a business that heavily relies on referrals, one experience can cost or gain many million-dollar contracts. When trying to level up in size and costs of projects, it’s not a straightforward job of increasing size, but instead, improving the effort and quality of your work. Increased job cost requires increased experience and added value by the business. Development projects must be planned thoroughly before beginning for the sake of sustainability. Every change made will create by-products to be removed from the lot or funneled to another project and each decision needs to be made with intentionality.  Hospitality exists inside the organization. Care must extend to employees. Leaders and owners need to be there for coworkers, caring for each of them and making sure everyone is successfully collaborating. Quote of the Show:“You know what you need to do, follow your gut cuz it's gonna get you a long way. ” - Scott MaloneyLinks:LinkedIn: https://www.linkedin.com/in/scottmaloney9101/ Company website: https://www.k2mdesign.com/ Shout Outs:01:20 - Entrepreneurs’ Organization: https://hub.eonetwork.org/ 07:44 - Bob Boykin11:17 - Kevin Bacon14:08 - Jack Daly: https://www.linkedin.com/in/jackdaly/ 14:45 - Simon Sinek: https://www.linkedin.com/in/simonsinek/23:26 - ULI: https://uli.org/ 23:46 - Boykin Lodging: https://www.boykin.com/ 24:43 - Paula Boykin26:48 - Wayne Hoffman37:59 - Habacoa: https://www.habacoa.com/ 44:07 - Kent State: https://www.kent.edu/ 46:41 - Crosby, Stills, Nash & YoungWays 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

Each and every person, regardless of profession, is in the industry of hospitality. The interactions you have with everyone create ripples of hospitality that extend well beyond a single moment. To help you create big ripples, we’re joined by an entrepreneur whose mission is to help others let their business-based superpowers shine. Joining the show this week is Host of the Podcast “Coffee with Kim” and Co-Founder of Bright Ideas Only, Kim Kaupe. Dan sits down with Kim to learn about why LinkedIn is the best platform to focus your energy on, how we are all in hospitality, and how to be more confident when evangelizing your own work. Takeaways: Hospitality is the stone you throw into a pond and the impacts on others are the ripples in the water. It is also how people talk about you when you’re not in the room, how you make them feel, and what people are walking away from interactions with. Being the champion of your own accomplishments is difficult. Speak about yourself as you would your best friend. Don’t be afraid to acknowledge accomplishments, highlight your skills, and be direct when asked about your career responsibilities. Business awards, like the “40 Under 40”, can help further your professional goals and raises. Following in the thread of being the champion of your accomplishments, you can also nominate yourself for these awards without fear of being underqualified.If you only have time for one social platform, LinkedIn is the best. It’s the only one that is crawled by Google so content doesn’t get lost in the archives. As only 1% of LinkedIn users post, your content won’t be lost in a heavily saturated feed. Because LinkedIn shows what your connections comment on and like, it boosts the reach of any content you post, displaying it on a worldwide platform full of C-Suite Executives.Share your knowledge and content, whether you think it’s valuable or not. If one person or a hundred thousand people find it important, you made an impact, changed their direction, or taught them something new.When running a business, you are pitching not only the product or service, but also yourself in tandem with your brand. By being succinct in describing your skills, you help the client more confidently make the decision to choose you.Quote of the Show:“Talking about yourself or sharing your knowledge will be like the very first pushup in the gym, but you have to keep going.” - Kim KaupeLinks:LinkedIn: https://www.linkedin.com/in/kimkaupe/ Twitter: https://twitter.com/kimkaupe?s=20Personal website: https://kimkaupe.com/ Company website: https://www.brightideasonly.com/ Podcast: https://podcasts.apple.com/us/podcast/coffee-with-kim/id1612158856 Shout Outs:14:23 - Shark Tank: https://abc.com/shows/shark-tank 15:08 - Brendan Fraser16:09 - Ben Affleck16:10 - Matt Damon16:11 - Matthew McConaughey 16:17 - Sam Rockwell16:36 - Glory Daze: https://www.imdb.com/title/tt0116422/ 21:50 - Dolly Parton21:51 - Oprah21:54 - The New York Mets: https://www.mlb.com/mets 24:37 - Condé Nast: https://www.condenast.com/ 28:16 - LinkedIn: www.linkedin.com 30:28 - The Miami Heat: https://www.nba.com/heat/ 33:21 - Gary Vee41:11 - Daniel Roth: https://www.linkedin.com/in/danielroth1/ 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 genuine disruptor in her industry. As the leader of a Bcorp, she strives to make real change in her community. She is a defender of civil and human rights, who works within the intersection of social and environmental justice. She’s the Host of “The School for Disrupters” podcast, a faculty member at Drexel University, and CEO and Founder of Grant BLVD. Give a warm welcome to Dr. Kimberly McGlonn!Kimberly shares her motivations behind the work she does through Grant BLVD, and how she positions the company to provide support for those currently and formerly incarcerated. She’ll explore the process of telling a story through your partners, and how thoughtful design of uniforms can create a cohesive experience. Takeaways: For Kimberly, hospitality is focused on creating a sense of comfort, safety, and belonging in your guests. You need to replicate your own experiences, and allow others to have access to it.Whether it’s a classroom, a restaurant, or hotel, hospitality is about creating a story that anchors people in the moment. Seating arrangements, uniforms, and decor are all integral chapters of that story that need to be cohesively organized.When creating a great business, you need to focus on your impact, and the ways you measure and communicate it. When your business strives to be a force for good, you grow both your company, and your community. Business is all about telling the story of your values, and choosing the right partners can amplify those stories. By partnering with Grant BLVD or other companies that fight for good, you establish that those are the stories you want to share. Grant BLVD aims to combat the effects of incarceration and high recidivism rates in Philadelphia. To best serve her community, Kimberly has created a model to provide support and job opportunities to those currently and formerly incarcerated. A good uniform is well fitting and serves a purpose, a great uniform is united in design with the whole experience. By incorporating elements of color theory and aesthetic into your uniforms, customers are no longer walking into a business, but rather, a party.When creating a dining space, cohesion is important. Your servers don’t literally need to be wearing the same fabric as the tablecloths, but every aspect should be tied into each other in one fluid design. Quote of the Show:“That moment of feeling received is what I think we're all seeking to do in the ventures that we build.” - Kimberly McGlonnLinks:Twitter: https://twitter.com/kimberlymcglonn LinkedIn: https://www.linkedin.com/in/kimberly-mcglonn-ph-d-4798b0134/ Instagram: @kimberlymcglonn Website: https://www.grantblvd.com/ Podcast: https://podcasters.spotify.com/pod/show/schoolfordisrupters Home & Hospitality Catalogue: https://cdn.shopify.com/s/files/1/0059/1619/6962/files/H_H_Product_Catalog_Optimized.pdf?v=1687543185  Shout Outs:02:38 - The EPA: https://www.epa.gov/ 04:28 - Ava DuVernay’s ‘13th’14:25 - B Corporations: https://www.bcorporation.net/en-us/ 16:54 - Jenkintown School Color Day18:58 - Marriott: https://www.marriott.com/ 19:00 - LaColombe Coffee: https://www.lacolombe.com/ 28:05 - W Hotel Philadelphia30:26 - The Standard: https://www.standardhotels.com/30:48 - Kimpton Hotels30:55 - SoHo House: https://www.sohohouse.com/en-us/ 30:56 - Fitler Club: https://fitlerclub.com/ 31:01 - The Viceroy Hotel Group: https://www.viceroyhotelsandresorts.com/ 31:27 - Graduate Hotels: https://www.graduatehotels.com/ 33:52 - Steven Spielberg’s ‘Lincoln’45:32 - Netflix’s ‘The Crown’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

Customers are guests who have honored you with their patronage. Adding in special touches can show your gratitude in a way that earns their repeat business. Expanding your business does not mean you forfeit the ability to make changes in your community, Zingerman’s is proof of this. Learn from a 19-year customer service veteran, Zingy leader, and Managing Partner at Zingerman’s Roadhouse, Lisa Schultz.If you haven’t had the pleasure of eating in a Zingerman’s location and witnessing their hospitality first hand, listen to Lisa speak about the critical steps to Giving Great Service..Takeaways: Hospitality means accommodating your guests to make their experience unique and special, while providing consistently great service and quality food. Consistency is essential because the guest should know what level of service to expect. All Zingerman’s locations follow their Three Steps to Giving Great Service. First, find out what the guest wants, get it for them accurately, politely, and enthusiastically, and lastly, go the extra mile. Do these steps consistently to create a reliably great experience.​​Use the process of visioning to create future plans. Look at goals for success and future objectives, internally and externally, at relationships with vendors, your staff’s experience, and every aspect that could affect success. Open book accounting and management allows every employee from dishwashers to shift leaders to feel like they have an impact on processes. You will have suggestions for improvement on issues that upper management might not notice. Open book processes also improve retention and hiring of employees who want their opinion to matter or who want to participate in the success of the business. It will allow people to improve points of frustration or disagreement.Choosing greatness over growth does not mean you forfeit growth. You will instead, grow in a way that creates raving fans in a world where word of mouth is one of the most impactful marketing tactics, while being free. If your employees care, it translates to good service. A serving team’s genuine care will shine through to the guest and make a uniquely welcoming experience. Otherwise, you have a team of people who aren’t invested in the wellbeing of your guests. Quote of the Show:“If your staff feel taken care of, they're probably going to give better service.” - Lisa SchultzLinks:Company website: https://www.zingermansroadhouse.com/ Instagram: https://www.instagram.com/zingermansroadhouse/ Shout Outs:1:30 - USC Trojans: https://usctrojans.com/sports/football 02:11 - Small Giants - Bo Burlingame 03:55 - Ari Weinzweig09:39 - Alex Young11:15 - The Great Game of Business - Jack Stack27:02 - Danny Meyer: https://www.linkedin.com/in/dhmeyer/ 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

This week on Defining Hospitality, we have the pleasure of welcoming back a hospitality veteran who has consistently showcased his exceptional skills in the industry. As the guest on the third episode, he dove into his experiences as the leader of Chesapeake Hospitality. Returning to the show nearly two years later is President of Remington Hospitality, Chris Green. Chris reflects on the ways his definition of hospitality, and the industry at large, have evolved over the years. Chris sheds light on the process of merging Chesapeake Hospitality with Remington Hospitality, and the recent rebranding of the company. Takeaways: For Chris, hospitality comes not from the knowledge in your head, but the motivations in your heart. Hospitality is the combination of how you relate to others, how committed you are, and how you spend time with those around you. When you work with a variety of owners, you need to understand the heart and connection that each owner has. Some owners prioritize profits, while others prioritize service. Different requirements need different management styles. A merger of two companies takes work, but the most important work comes before the acquisition. Instead of assessing compatibility on economic plans alone, spend time making sure your cultures, values, and goals are in alignment. No matter what your business goals are, you can never let the focus come off of the people. People are the heart of your operation, and if you want to achieve success, you need to make sure your people are enabled for success. When a new opportunity arises, it’s usual to go out and find a new buyer to strike up a relationship with. However, if you present that opportunity to current clients instead, you shift from being a commodity to a true partner. Personal wellbeing programs are important to keep a company running smoothly, but the focus needs to be on all employees. It’s not enough for the C-suite to implement something they think works. You need proper feedback from ground level employees.Quote of the Show:“Hospitality is not hard, it’s heart.” - Chris GreenLinks:LinkedIn: https://www.linkedin.com/in/wchrisgreen/ Website: https://www.remingtonhotels.com/ Shout Outs:07:24 - Sloan Dean: https://www.linkedin.com/in/sloandean/ 09:43 - Hospitality Daily: https://podcast.hospitalitydaily.com/ 15:49 - Sarah Eustis: https://www.linkedin.com/in/sarah-eustis-4a41198/ 19:51 - The Murrieta Hot Springs Resort: https://www.murrieta-hotsprings.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 Defining Hospitality this week is an architect with over 2 decades of experience designing spaces. He’s a renowned leader who thrives in the intersection of hospitality, real estate development and technology. Welcome to the show, President of The Hardy Group, Brent Hardy! Dan shares the mic with Brent to learn more about Brent’s background and how The Hardy Group has grown. In this episode, Brent shares strategies for balancing vision and budget, highlights the importance of effective communication, and looks towards the future of the hospitality industry. Takeaways: For 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.When working on a project, balancing vision with budget is a necessary aspect that takes planning. While making changes to your design is never the first plan, your team needs to be collaborative on making adjustments to fit budget constraints.  When new clients enter the industry, they don’t fully understand the operational requirements or a property. When helping design new buildings, you’ll need to communicate the nuances of planning for operations.As the industry matures, it’s more important than ever to have a plan for training your next generation. Build out opportunities for them to grow as professionals and to step into leadership roles.When looking towards the future, companies with a strong foundation need to be focusing on expanding their vision. Find new entrances to the market, try new ideas, and identify missed opportunities from the company’s history.When working with a client for the first time, they may have concerns. To instill confidence in your clients, you need to demonstrate both technical aptitude and a level of passion for what you do. Passion for your work is integral in building trust.While clients don’t need to know every technical detail on a product, they do want to know you understand their concerns. By putting yourself in their shoes, and empathizing with their needs, you build a stronger relationship.Quote of the Show:“10 years from now, if we’re doing the exact same thing we’re doing now, we’ve made a mistake.” - Brent HardyLinks:LinkedIn: https://www.linkedin.com/in/brent-hardy-aia-ishc-20706353/ Website: http://www.jhgi.com/ Shout Outs:24:42 - University of Illinois 33:54 - Danny Meyer: https://www.linkedin.com/in/dhmeyer/ 33:56 - Setting The Table: https://a.co/d/j03hDnF 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

Joining us on this week’s episode is a talented and award winning  designer whose creativity defies the boundaries of the industry. She’s a frequent contributor to Hotel News Now and a recurring speaker at industry events who has been recognized as one of Hotel Management’s Top 30 Influential Women in Hospitality. Welcome to the show, Principal and Managing Director at Pierre-Yves Rochon, Amy Jakubowski! Amy sits down with boat Dan Ryan to discuss what it means to design spaces, the attributes of successful design teams, and what it means to understand the why. Takeaways: For Amy, hospitality is about creating, defining, and enriching the human experience. Every location has a unique culture, and good hospitality creates a human connection that highlights those attributes. In the hospitality industry, you need to be able to hustle. As a leader, you’ll find yourself having to manage people and address their needs, all while balancing the design work for your clients. Being able to adapt quickly is a necessary skill.When designing across any medium, you need to understand the why. Why are you doing this, why are you doing it this way? You can’t challenge convention unless you understand why it was there in the first place. Designing a space goes beyond visual aesthetic, but to every element of the human experience. You need to consider elements like where luggage goes, how people move through the hallways, and the overall function of the space. When designing a space with a Michelin Star chef, you are not designing for them, you are designing an extension of them. You are creating the theater in which their dishes are presented, and all elements must reflect this. Creating a successful design team requires members with more than just a strong portfolio. Good team members are collaborative, have a positive outlook, and are helpful and encouraging. One application of design that is often scarce in hospitality is hospital design. To create more welcoming and healing spaces, hospital designers should work in tandem with hospitality designers. Quote of the Show:“You can’t challenge the system unless you know why it was there to begin with.” - Amy JakubowskiLinks:LinkedIn: https://www.linkedin.com/in/amy-jakubowski/ Website: https://www.pyr-design.com/en/ Publications:https://ishc.com/wp-content/uploads/Amy-Jakubowski_HNN.pdf https://www.costar.com/article/1391676743/5-fashion-trends-translated-to-hotels Shout Outs:08:10 - Julia Monk: https://www.linkedin.com/in/julia-monk-faia-fiida-noma-2aa11711?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3B8jYgH4ofSpi9Z%2BLl7kjATg%3D%3D 08:28 - Hank Brennan08:30 - Peter Gorman08:31 - David Beer16:26 - The George V Hotel16:30 - The Ritz London17:34 - The Jade Signature20:05 - Boucheron20:06 - Chopard21:18 - The Inn At Little Washington22:54 - Perkins&Will26:22 - The Waldorf Astoria NYC26:31 - The Waldorf Astoria Lusail DohaWays 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://youtu.be/V49NNZCG3jg 

Sitting down with us for this week's episode of Defining Hospitality is someone who is highly skilled in modern furniture, retail, and textiles. As the recipient of an honorary doctorate from the NY School of Interior Design, he is revamping the furniture design industry. Our guest this week is the Executive Chairman of Crypton Fabrics, Former CEO of Design Within Reach, and the President and CEO of Heller, John Edelman! Host Dan Ryan talks with John to dive into the intricacies of modern furniture design, the importance of telling an authentic story, and the main requirements when designing for the hospitality industry. Takeaways: For John, hospitality is how you would like to be treated as a guest in someone else's home. To put this in action, all guests at the stores he oversaw were given a water when they walked in as a welcome gift. Delivering good service goes beyond just creating a welcoming interaction, you need to apply that service to what the client really wants. You may have given them great service, but if it was service they didn’t want, you’ve only lengthened their journey.  When you design an experience with furniture you need to tell an authentic story. Knowing the stories of the furniture and the way it’s presented reinforces the rest of the experience that has been created.  If you can speak in superlatives and tell the truth, you’ve won. When building an authentic brand, start with a true statement, explain it, and be very honest about it. Once you’ve identified your statement, expand upon it. When designing furniture for the hospitality industry, there are three main requirements. Your product must have fantastic and fresh design, it must be in stock and readily available, and it needs a sustainability story. When designing furniture, you need to have a sustainability story. For Heller products there is a multi pronged approach. Their furniture is long lasting and 100% recyclable by design. Should you wish to part with your piece, they will take back and recycle it.When implementing hospitality in a retail environment, encourage employees to ask questions to address customer needs. If you're practicing the concept of hospitality, you're never selling anything. You're defining a need and then servicing it.Quote of the Show:“If you're practicing the concept of hospitality, you're never selling anything. You're defining a need and then servicing it.” - John EdelmanLinks:LinkedIn: https://www.linkedin.com/in/john-edelman-4361a012/ Website: https://hellerfurniture.com/ Shout Outs:00:32 - New York School of Interior Design06:13 - Be Original Americas08:00 - Aloft Hotels10:23 - John McPhee: https://www.linkedin.com/in/john-mcphee-a3a80418/ 14:01 - John Edelman New York Times Article: https://www.architecturaldigest.com/gallery/design-within-reach-chris-hardy-slideshow 25:12 - Hlynur Atlason: https://www.linkedin.com/in/hlynur-atlason-4770a66/32:00 - Savannah College of Art and DesignWays 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

While amenities play a role in satisfying customers, true hospitality grows from your team. Our guest this week is on a mission to build things that last, and create places with soul and purpose that leave lasting memories. She grew up in the hospitality industry and is responsible for some of the most iconic hotels in New England. Joining the show this week is Founder and CEO at Main Street Hospitality Group, Sarah Eustis! Host Dan Ryan interviews Sarah for a masterclass on creating memorable experiences where she shares how to empower your employees, creating consistent levels of hospitality, and how to go the extra mile to wow customers. Takeaways: For Sarah, hospitality means creating a sense of both belonging and connection. True hospitality comes not from complimentary breakfasts or high thread count sheets, but a feeling of welcome in your guests. Satisfaction can be hard to measure, but the most effective methods are reviews and return rates. A good review means a customer had a great experience, and a high return rate means they are choosing you over the numerous other options available. While you may offer hotels that vary in price point, that doesn’t mean they need to vary in the level of hospitality. A more expensive hotel may have more amenities, but the level of service, care, and hospitality the staff provide should be the same across the board. While a standard operating procedure is essential to running a business, it can create a rigid experience for guests. If you empower your staff, and allow them to break SOP without permission, they can create a better experience for your guests.When amenities are unavailable to guests, using words like “unfortunately” focus the guest on the negative aspect of the service you are trying to provide. Instead, using the phrases like “I wish I could” make the guest feel like you are on their side. When assessing new business partners, they need to pass the like, trust, and respect filter. The deal may look good on paper, but if you and a potential client don’t like each other, trust each other, and respect each other, it won’t be fully beneficial. A truly luxurious experience revolves around personalized experiences. At the Canoe Place, rooms come set to the guests requested temperature, mini bars are pre stocked with their favorites, and turndowns are done to reflect the side of the bed they sleep on.Quote of the Show:“The hospitality isn't better or worse depending on the price or the level of luxury of a hotel.” - Sarah EustisLinks:LinkedIn: https://www.linkedin.com/in/sarah-eustis-4a41198/ Website: https://www.mainstreethospitalitygroup.com/ Shout Outs:Mario Arakelian: https://www.linkedin.com/in/mario-arakelian-041b277/ Will Guidara: https://www.linkedin.com/in/will-guidara-b64952243/ Unreasonable Hospitality: https://a.co/d/iP1aekh Andrew Benioff: https://www.linkedin.com/in/llenrockgroupbenioff/ Independent Lodging Congress: https://ilcongress.com/Henson Shaving: https://hensonshaving.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/YouTube : https://youtu.be/pqCrXltcvdM