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

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

Jun 5, 2024 • 1h 2min

Crossing The Threshold Of Hospitality - Eran Chen - Defining Hospitality - Episode # 157

In this engaging episode, Dan sits down with Eran Chen, renowned architect and the founder of ODA. Chen discusses his journey from starting his own firm in 2007 to becoming an influential figure in urban design, teaching at Columbia and NYU. The conversation dives into the significance of hospitality in architecture and the importance of saying 'yes' to various opportunities. Eranalso explores his innovative concepts like the 'Flying Dormer' and shares insights into his books.. They discuss the importance of understanding zoning laws, balancing creativity with regulations, and envisioning a more sustainable, connected future for urban living.Takeaways: Hospitality has evolved from offering a uniform "home away from home" experience to providing authentic, culturally rich interactions that reflect local customs and traditions. Embracing this cultural authenticity in designs creates unique experiences for visitors.Embrace the journey of unknowns in your professional pursuits, as it can lead to amazing and impactful work. Stay true to your core beliefs and principles despite challenges and assignments, as they refine and strengthen your practice.When running a firm and taking on new clients, it's crucial to ensure mutual respect and collaboration, seeing clients as partners in the creative process. Decline projects where clients do not value this process of discovery, even if they offer the biggest commissions.The key to defining yourself in a noisy world is to genuinely understand what drives you, and then find effective ways to convey that authenticity. Embrace the gaps in your creative journey, as these transitional spaces are where true innovation occurs.Intergenerational collaboration fosters personal growth and enriches project outcomes. By acting as both leader and collaborator, one can guide and provide valuable feedback, mirroring the relationship between a good professor and their students.Don't be discouraged by regulations. Instead, understanding the rules allows you to creatively break them. Mastering the tools at hand is essential for architects, regardless of location.Quote of the Show:“As we go along we don't know where we're going and we love that.” - Eran ChenLinks:LinkedIn: https://www.linkedin.com/in/eran-chen-465b446/ Website: https://oda-architecture.com/ Book Link: https://a.co/d/9W28Zsk Book Link: https://a.co/d/9MIzAL4 Shout Outs:6:00 - Perkins Eastman: https://perkinseastman.com/ 29:14 - NYU: https://www.nyu.edu/ 29:16 - Columbia: https://www.columbia.edu/29:49 - Harvard Graduate School of Architecture: https://www.gsd.harvard.edu/architecture/ 44:47 - 15 Renwick: https://oda-architecture.com/projects/15-renwick 56:11 - Bard College: https://www.bard.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

May 29, 2024 • 1h 6min

Building A Legacy Of Hospitality - John Hardy - Defining Hospitality - Episode # 156

Joining the show this week is an industry titan who is shaping the next generation of hospitality professionals. Our guest is none other than Founder of the Radical Innovation hospitality awards, Founder and Chairman of the Hardy Group, John Hardy!John joins Host Dan Ryan to discuss the importance of innovation and creativity. John reflects on his journey, the challenges, and triumphs of innovative hospitality development, and the future trends shaping the industry. Discover his insights on creating unique, experiential hotels and the importance of continual innovation.Takeaways: Hospitality is about how you treat guests whether they are in your house or hotel. It is about making them feel comfortable, providing for their needs, and surprising them with extras. Innovation in the hotel industry often comes from outsiders rather than industry insiders, encouraging radical thinking. Creativity thrives when intuition guides decision-making, paving the way for unconventional ideas to flourish.Innovation often arises from challenging industry norms and embracing creativity. Embrace unconventional thinking and foster a culture of innovation to drive progress and success in your endeavors.The shift towards experiential accommodations like AutoCamp and Airbnb reflects a growing trend among younger consumers who are less brand loyal. To stay competitive, big brands are adapting to offer unique experiences tailored to this trend.Embrace risk, dedication, and innovative ideas to drive success. The people who will drive the industry forward are those who are willing to put in the time and effort and aren’t afraid to risk failure. In challenging times with fluctuating interest rates, it's an opportunity to elevate deal-making skills and seize smarter opportunities for future success. Success lies in mastering both the risk and reward game throughout fluctuating cycles.Quote of the Show:“I never let somebody second guess what I thought was the right thing to do.” - John HardyLinks:LinkedIn: https://www.linkedin.com/in/john-hardy-3a677812/ Website: https://www.radicalinnovation.io/ Website: https://www.jhgi.com/ Shout Outs:15:46 - I. M. Pei15:49 - Philip Johnson15:51 - William B Tabler16:03 - Morris Lapidus16:18 - Hilton: https://www.hilton.com/en/ 17:52 - Hyatt Atlanta: https://www.hyatt.com/grand-hyatt/en-US/atlgh-grand-hyatt-atlanta-in-buckhead 18:02 - Trammell Crow 20:24 - Marriott: https://www.marriott.com/default.mi 25:12 - Barry Sternlicht: https://en.wikipedia.org/wiki/Barry_Sternlicht 26:42 - Bill Kimpton31:26 - Westin Hotels: https://westin.marriott.com/32:15 - HD Magazine: https://hospitalitydesign.com/ 32:30 - Mike Mazigian32:31 - Simon Turner32:34 - Jim Woods32:46 - Wing Chow40:34 - UNLV: https://www.unlv.edu/ 40:39 - NYU: https://www.nyu.edu/ 48:48 - Autocamp: https://autocamp.com/49:03 - Airbnb: https://www.airbnb.com/ 54:51 - Steve Higgins54:54 - W Hotels: https://w-hotels.marriott.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

May 22, 2024 • 1h 4min

Crafting Stories in Luxury - Michael Doneff - Defining Hospitality - Episode # 155

Hospitality is about intuition and reading the customer. Are you doing too much, or are you not doing enough for them? The guest on this episode has left an impact on leading luxury lifestyle brands in hospitality, food and beverage, design, and wellness over the course of his 30-year career. Please welcome the Vice President of Food and Beverage Concept and Brand Development at the Four Seasons Hotels and Resorts, Michael Doneff.Michaell joins Dan Ryan as they discuss the significance of a unique dining experience. Michael shares the power of storytelling in brand development, the importance of company culture, and offers advice for aspiring professionals in the hospitality industry.Takeaways: Customers want to come into an environment where they feel understood, appreciated, and heard. Your job is to create an experience that exceeds their expectations.For early-stage brands, everything boils down to storytelling, and you get to see that story come to life from the name to the logo.If a brand is constructed correctly and thoughtfully, then it's usually meant to last. But it's only as good as its execution.A brand should check off all the boxes, even in the small areas of hospitality. Making sure that their employees are genuine, truly love what they do, and love taking care of their guests.An employee should have intuitive skills to know what the customer needs and if they could be doing more for them, but they should also know what the customer doesn't need and if they’re doing too much.As a brand, you should strive to have your mission statement and values be true throughout every level of your company, and every team member should be living out these things.Don't be afraid to ask questions, push boundaries, and try things, but also don't be afraid to fail at them and find a new way of trying to do things.Quote of the Show: “We’re in a world where you can tell when things are scripted.” - Michael DoneffLinks:LinkedIn: https://www.linkedin.com/in/michaeldoneff/ Website: https://www.fourseasons.com/ Shout Outs:2:09 - Villa De Leon11:26 - Jean-Pierre Coffe16:28 - Danny Meyer: https://www.linkedin.com/in/dhmeyer/ 19:24 - SBE: https://www.sbe.com/ 19:34 - Canyon Ranch: https://www.canyonranch.com/ 19:29 - Viceroy Hotel Group: https://www.viceroyhotelsandresorts.com/ 20:28 - Michael Douglas20:39 - Susan Magrino Agency: https://www.magrinopr.com/ 21:57 - Jeffrey Bilhuber: https://www.jeffreybilhuberllc.com/ 22:09 - Richard Pandiscio25:08 - Island Outpost: https://www.islandoutpost.com/ 26:59 - W Hotels: https://w-hotels.marriott.com/ 27:09 - Barry Sternlicht: https://www.starwoodpropertytrust.com/team/ 27:10 - Rande Gerber27:21 - Ian Schrager37:55 -José Andrés Group: https://joseandres.com/ 38:42 - World Central Kitchen: https://wck.org/ 44:05 - Arnie Malham: https://www.linkedin.com/in/arniemalham/ 44:08 - Worth Doing Wrong: https://www.worthdoingwrong.com/ 50:11 - Marriott: https://www.marriott.com/ 50:12 - Accor: https://group.accor.com/en 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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