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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.

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#270
Wednesday · 35 min
The Design Starter Kit - Ashley Squires - Defining Hospitality
What if the biggest advantage in hospitality design isn't having more options, but fewer, better ones? On this episode of Defining Hospitality, Ashley Squires walks through how The Stylist Group is rethinking the front end of design sourcing. She breaks down how her team narrows a project down to a tailored "starter kit" pulled from dozens of premier manufacturers, why a fast turnaround can save a firm real time and money, and how she's working to bring a sense of joy back into a process that too often feels like a grind. Ashley Squires is an interior designer, hospitality design expert, and creative strategist with more than 25 years of experience across hospitality, multifamily, and private aviation spaces. She's led design work for major hotel brands, multifamily developments, and cruise lines, giving her firsthand insight into where the sourcing process breaks down for design teams. Alongside her partner Andrea, she co-founded The Stylist Group to turn that experience into a free resource other designers could lean on. Chapters: 00:00 Stylist Group Promise 00:24 Show Mission Intro 00:48 Sponsor Message 00:57 Meet Ashley Squires 01:23 Time Is Money Setup 02:57 Defining Hospitality 03:25 What Stylus Group Does 04:50 Library Space Problem 06:24 Curating From 27 Makers 09:26 Designer Testimonials 11:26 Fast Turnarounds 15:33 How Palettes Get Picked 18:25 Christmas Day Unboxing 19:54 Sustainability Break 20:19 Measurable Time Savings 22:06 How To Get Started 25:12 Recent Project Wins 33:27 Wrap Up And Contact Quote of the Show: "No matter what the needs are, whether you're a big firm or you're just starting out, consider us your design resource library." - Ashley Squires Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/ashleyksquires/ Guests Website: https://www.stylist-group.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
- Transcript
#269
September 30 · 56 min
Hospitality Is a Mindset - Matthew Boone - Defining Hospitality
Matthew Boone joins Dan Ryan to break down what it actually takes to turn a hospitality project from blueprint to guest ready. They dig into the tension between design vision and hard budget numbers, why cost estimating works so differently around the world, and the on the job lessons that shaped how he leads projects today. Matthew Boone is head of hospitality at Rider Levett Bucknall (RLB), bringing 20+ years of architecture, construction and project management experience to some of the industry's most complex hotel developments. Trained as an architect, his work includes San Francisco's Huntington Hotel, a project that landed in Architectural Digest. He now leads RLB's hospitality growth across North America, pairing design instinct with financial discipline. Chapters: 00:00 Architectural Digest Moment 00:56 Meet Matthew Boone 02:31 Architecture Roots 04:17 Defining Hospitality 07:12 Front vs Back of House 07:57 ROI and Budget Tradeoffs 10:07 QS vs US Project Model 16:13 Transparency and True Costs 23:50 CapEx and Aging Systems 31:07 Shower Controls Code 32:10 Sponsor Sustainability Update 32:35 RLB Roots In Hawaii 35:10 Hilton Hawaiian Village Lessons 37:59 Clift Hotel Crunch Renovation 41:59 Erin And RLB Culture 43:38 Mainland Growth Markets 47:51 LA Olympics Hotel Conundrum 54:19 Wrap Up And How To Connect Quote of the Show: "Hospitality is thinking about what people need, what people want, before they even know they need it." - Matthew Boone Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/mboonebayarea/ Guests Website: https://www.rlb.com/americas/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
- Transcript
#268
September 16 · 53 min
Hospitality the Sacred Duty - Colleen Rafferty - Defining Hospitality
Hospitality has ancient roots, and this week's guest traces her own path in the industry back to something surprising: a master's degree in philosophy. What started as bartending to pay for grad school became a full blown philosophy of service, one built on presence, reciprocity, and treating every guest interaction as its own small act of care. From building a team that turned an old motel into a two Michelin Key destination to launching a groundbreaking childcare pilot for hospitality workers, this conversation covers what it really takes to scale a business without losing the soul that made it special in the first place. Colleen Rafferty is the President of Tourists, an award winning hotel in North Adams, Massachusetts that has earned two Michelin Keys and national recognition from outlets like Vanity Fair. She rose through the ranks from guest experience manager to the top leadership seat, helping build a culture so strong that her own team members have collectively logged 40 years of tenure at a hotel that has only been open eight. Beyond the hotel, Colleen is leading a new pilot childcare program funded by the state of Massachusetts in partnership with the Governor's Office, built specifically for hospitality workers whose schedules don't run Monday through Friday, 9 to 5. Chapters: 00:00 Housekeeping Meltdown 00:36 Podcast Mission Intro 01:09 Meet Colleen Rafferty 01:50 Berkshires Festival Vibes 03:32 Defining Hospitality Xenia 06:35 Philosophy to Hospitality 13:57 Tourists Growth Michelin Keys 19:28 Scaling Culture and Structure 26:58 Childcare Pilot for Workers 33:02 Funding and Coalition 33:47 Red Tape Worries 35:23 Pilot Program Unknowns 36:10 Universal Pre-K Lessons 37:14 Michelin Inspector Details 38:10 Sing for Your Slumber 41:01 Tourists Expansion Plans 44:11 Scaling Without Losing Magic 48:28 Mentors and Gratitude Quote of the Show: "This isn't really about you. This is about this moment and what the space can provide and what the guest is looking for." - Colleen Rafferty Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/colleen-rafferty-88603072/ Guests Website: https://www.touristswelcome.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
- Transcript
#267
September 9 · 1 hr
Slow Down to Connect - David Rich - Defining Hospitality
What if the best conversations aren't about being interesting, but about being present? In this episode, Dan sits down with his close friend and mentor to explore why so many of us struggle to truly connect, even with people we've known for years. The conversation covers vulnerability, the difference between listening to respond and listening to understand, and why removing performance from a room changes everything. David Rich is the founder of Palabra, a story driven event format he has hosted hundreds of times across nearly every continent, from intimate dinners to gatherings of over 100 people. What started as a personal search for deeper friendships after moving back from Spain has grown into a platform used by corporations, families, and entrepreneurs to build genuine relationships. His approach to storytelling and presence has made him one of the most sought after voices on modern connection. Chapters: 00:00 Stories Over Opinions 00:53 Meet David Rich 02:00 What Hospitality Means 03:42 Palabra Born in Spain 07:27 Designing the Container 09:53 Conversation First Format 13:03 Vulnerability and Story Prep 15:58 Listening With Heart 23:32 Opinion Free Safe Space 31:16 Sales Through Trust 32:34 Sponsor Sustainability Note 32:59 Forum Style Story Learning 34:34 Introverts Love Structure 35:57 Long Tail Impact Stories 38:13 Scaling Palabra Formats 39:58 Everest Circle Experiment 43:36 Analog Connection In AI Age 48:42 Guardrails And Closing Reflections Quote of the Show: "A good event isn't that someone cried, so it was a good event. It's that people become a little bit more of themselves." - David RIch Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/davidjrich/ Guests Website: https://www.palabra.co/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
- Transcript
#266
September 2 · 1 hr
Slow Partnerships, Fast Loyalty - Diarmaid O'Sullivan - Defining Hospitality
What does luxury actually mean once you strip away the thread counts and marble bathrooms? Dan sits down with Diarmaid O'Sullivan, Director of Marketing at the Hamilton Princess & Beach Club, a Fairmont Hotel in Bermuda, for a conversation about connection, patience, and the moments that turn a guest into a regular. Diarmaid brings more than 30 years of international experience in hospitality marketing, tourism strategy, and luxury brand building, and has spent over a decade shaping some of the industry's most talked about lifestyle partnerships, including collaborations with Steamline Luggage and a custom fragrance created with Bermuda's oldest perfumery. The two dig into what luxury means as a moving target, how far patience can take a brand partnership, and why the first five minutes of a stay might matter more than the room itself. Chapters: 00:00 Show Mission Intro 00:35 Meet Diarmaid 02:01 Hospitality Means People 05:25 Bermuda Move Story 07:30 Partnership Playbook 11:09 Fairmont Brand Legacy 15:32 Redefining Luxury 20:10 Curated Art Experiences 23:57 Tech Versus Human Touch 32:53 Mentoring With Honesty 34:12 Helping Staff Move On 35:11 I Want Your Job 36:13 Six Months To Prove It 38:01 Boss As Your Guide 40:38 Networking On A Small Island 43:56 Bermuda Awareness Challenge 47:52 New Opportunities And Partnerships 50:21 Measuring Wins And Wrapping Up Quote of the Show: "You can teach someone the skills to operate a system, how to make a bed, how to make a dish. But you cannot teach someone to have empathy, to connect with people, or just be happy." - Diarmaid OSullivan Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Luggage Collab: https://steamlineluggage.com/collections/the-hamilton-princess-hotel Guest’s LinkedIn: https://www.linkedin.com/in/diarmaidosullivan/ Guests Website: https://www.thehamiltonprincess.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
- Transcript
#265
August 26 · 53 min
Culture By Design - Adam Lara - Defining Hospitality
In this episode of Defining Hospitality, Dan sits down with Adam Lara, principal at KTGY Interior Design and Branded Environments, to talk about career, culture, and what it really takes to build a studio that works. From formative early experiences to his latest chapter leading a growing team in Chicago, Adam offers a grounded look at what shapes great design work over the long haul. Adam Lara has spent nearly three decades moving across architecture, interiors, and brand side operations, giving him a rare, well rounded view of the hospitality design world. His career has included time at Hyatt, a formative stretch under acclaimed designer Jordan Mosher, and now a leadership role at KTGY. That range makes him one of the more thoughtful voices working in hospitality design today. Chapters: 00:00 Why Hospitality Matters 00:35 Meet Adam Lara 01:55 Defining Hospitality 02:53 Career Pivot After 9/11 04:22 Inside-Out Design Thinking 05:29 Why Architects Avoid Interiors 07:26 Hyatt HQ Memories 08:31 Brand Side Lessons at Hyatt 10:27 Ops and Owner Mindset 13:40 Jordan Mozer Maker Culture 16:27 Micro to Macro Design 18:40 Joining Simeone Deary 20:25 Merging Into KTGY 22:44 Learning From Gina and Lisa 24:48 New Office and Integration 28:49 Venetian Bars Storytelling 34:59 Leadership and Culture 45:06 In-Person Collaboration Finale Quote of the Show: "It's not just design, it's basically problem solving." - Adam Lara Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/adam-lara-aia-leed-ap-ishc-7aa04751/ Guests Website: https://ktgy.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
- Transcript
#264
August 19 · 1 hr 1 min
Small Hotels, Big Margins - Ryan Diggins - Defining Hospitality
In this episode, Dan Ryan sits down with Ryan Diggins, founder and operator of The Ramble Hotel and co-founder of Gravitas Development, to unpack how his company, Midnight Auteur, builds boutique hotels that lead with food and beverage instead of treating it as an afterthought. Ryan walks through the thinking behind properties like The Ramble in Denver and Municipal Grand in Savannah, why smaller hotels can outperform bigger ones when you optimize for revenue per square foot instead of RevPAR alone, and how staying involved in the smallest design details, right down to how brass patinas on a toilet handle, keeps a project from losing its soul as it scales. The conversation also dives into how Ryan finds overlooked real estate opportunities, how he builds teams around a fully formed vision instead of the other way around, and what the future of hotel discovery looks like as AI reshapes how travelers find where to stay. Ryan Diggins is a real estate development veteran with over 15 years of experience building in Denver and beyond, and he's spent that time proving that boutique hotels can compete with, and outperform, some of the biggest names in the business. As founder and operator of The Ramble Hotel and co-founder of Gravitas Development, he leads hotel concepting, development, and operations through his company Midnight Auteur, marrying serious development chops with a hospitality first sensibility. His latest project, Municipal Grand in Savannah, was recently named one of the top 19 places to travel in 2026 by Architectural Digest, cementing his reputation as one of the industry's sharpest voices on design-driven, food and beverage anchored hospitality. Chapters: 00:00 Real Estate vs Purpose 00:22 Show Mission Intro 00:55 Guest Spotlight Ryan 02:26 Defining Hospitality 04:00 Placemaking Through Hotels 06:43 Artfulness Over Formula 10:42 Why Secret Sauce Gets Lost 16:25 F&B Led Hotel Economics 26:04 Staying Curious While Scaling 31:34 Process Without Strangling 33:23 Design For The Picky Guest 35:22 Thoughtfulness As True North 37:23 Values Shape The Team 40:58 Winning Over Investors 44:29 Choosing Design Partners 48:22 Future Markets And Pipeline 50:53 Marketing In The AI Era 55:04 Death And Co Origin Story Quote of the Show: "If we can't answer what is this here for or why are we doing this, well now you're just a Pinterest board." - Ryan Diggins Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/ryan-diggins-8a1297a/ Guests Website: https://www.theramblehotel.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
- Transcript
#263
August 5 · 1 hr 9 min
Making Room for Others - Carl Long - Defining Hospitality
In this episode, Dan sits down with longtime industry counterpart Carl Long for a conversation twenty years in the making. They dig into how relationships compound like interest, why hospitality has resisted disruption from AI, and the vocational program Carl helped build at Richardson High School that's giving students a debt free path into the industry. It is a candid, reflective talk about risk, trust, and what actually keeps people in this business for the long haul. About the Guest: Carl Long is CEO of PMI and PMI Tribal Services, with more than two decades of experience in hospitality purchasing and project management spanning India, Latin America, and major hotel, casino, and senior living projects across the US. He sits on the board of the Indian Gaming Association, serves on the AHLA Design and Construction Committee, and is the past president of ISHP. He is also breaking ground on his own hotel development this year, adding developer to an already impressive resume. Chapters: 00:00 Spy Joke and Mission 00:46 Meet Carl Long 02:07 Project Years and Perspective 04:32 Defining Hospitality 05:57 Building Their Own Hotel 07:28 Balancing Kindness and Deadlines 10:50 Relationships Over Transactions 17:38 Trust Erosion and Overdocumentation 28:58 Disruption AI and Last Mile 36:20 AI Meets Reality 38:12 People Over Process 38:49 Hospitality Career Lab 39:58 Richardson High Program 42:28 Building A Hotel Lobby 45:13 Opportunity Without Debt 47:21 Connection Beats Remote 53:59 CapEx And Renovation Cycle 01:05:19 Future Of Relational Hospitality Quote of the Show: "Those relationships, they have to start somewhere. It comes over time, it comes over effort, and when you do that, relationships are what make great projects easy to move ahead." - Carl Long Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/carl-long-pmi/ Guests Website: https://pmiconnect.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
- Transcript
#262
July 29 · 20 min
Hospitality From Every Angle - Compilation Episode - Defining Hospitality
To celebrate over three years of Defining Hospitality, Dan Ryan pulls together some of the most powerful moments from the show's history into one episode. From the etymology of the word "hospitality" itself to the sacred duty of welcoming strangers, this compilation revisits the ideas that have shaped the conversation around design, service, and business in our industry. Guests reflect on the moments that changed them, the leaps of faith that built their careers, and the small human details, like how a rendering makes people feel, that separate good hospitality from great hospitality. It's a reminder of just how much wisdom has passed through this mic, and why the question "what does hospitality really mean" never gets old. This episode brings back some of the sharpest minds Dan has hosted, including novelist and hospitality thinker Ian, designer and procurement leader Chelsea Hershelman, hospitality veteran John O'Sullivan, caterer to presidents Steve, architect and designer Eileen, casino and resort design expert Bruno Viterbo, real estate developer Margot Stern, and hospitality tech innovator John Duffield. Each brought a distinct perspective to the show, from the sacred history of welcoming guests to the future of biometric personalization in travel. Together, their stories map out just how wide, and how deep, the world of hospitality really runs. Chapters: 00:00 Welcome to Defining Hospitality 00:35 Hospitality Roots and Meaning 01:32 Designing the Guest Journey 02:14 A Sacred Sense of Belonging 02:40 Conviction as Leadership Gravity 03:14 Four Seasons Culture Shift 03:57 Hope and Opportunity Abroad 05:03 White Box to Model Room 06:03 Designing for Real People 07:11 Is It Right or Wrong 07:55 Sponsor Sustainability Update 08:20 Creating Vacation Joy 09:06 Leaps of Faith and Belonging 11:07 Friends Who Expand Possibility 12:04 Don’t Disqualify Yourself 13:46 Winning Town Alignment 15:05 High Stakes Catering Moments 15:44 Future of Travel and Wisdom Quote of the Show: "It wasn't about, hey, we have these great finishes on the walls. It was about what does it feel like to be in that place." - Bruno Viterbo Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Get Connected with the Guests Bruno Viterbo: https://www.linkedin.com/in/bruno-viterbo/ Chelsea Hershelman: https://www.linkedin.com/in/chelsea-hershelman-a0639656/ Eileen Madigan: https://www.linkedin.com/in/eileenamadiganasid/ Ian Sharpe: https://www.linkedin.com/in/ianstuartsharpe/ John Duffield: https://www.linkedin.com/in/johnjduffield/ John O’Sullivan: https://www.linkedin.com/in/john-o-sullivan-6719551/ Margot Stern: https://www.linkedin.com/in/margot-stern-67a0a97/ Steve Fortunato:https://www.linkedin.com/in/steve-fortunato-3b990516/ Dan Ryan: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
- Transcript
#261
July 22 · 1 hr 6 min
Academic Roots, Hospitality Heights - Gary Brandeis - Defining Hospitality
Gary Brandeis, CEO of Scholar Hotels, joins Dan Ryan to talk about a strategy most hoteliers never even consider: betting everything on college towns. Gary explains why a large public university like Penn State makes for one of the most stable demand drivers in hospitality, and how his company has grown to nearly 1,000 rooms in State College alone. The conversation dives into his real estate investor first, hospitality operator second philosophy, the wild 16 month renovation of the historic Nittany Lion Inn, and his new Regulation A offering that lets everyday fans, not just accredited investors, own a piece of the hotels they love to visit. It is a masterclass in finding your niche, going deep instead of wide, and turning community passion into capital. About the Guest: Gary Brandeis is the CEO of Scholar Hotels, a hotel executive and real estate investor who has spent 35 years working with major brands like Marriott, Hyatt, and IHG while building a specialized portfolio around university markets. He has also launched award winning real estate technology companies focused on innovation and tenant experience, proving he is just as comfortable disrupting the model as he is running it. What makes Gary worth listening to is his willingness to buck conventional investment wisdom, concentrating his business in college towns like State College, Pennsylvania, and turning that focus into one of the most consistent and creative hospitality plays in the industry today. Chapters: 00:00 Why Hospitality Matters 00:25 Meet Gary Brandeis 01:04 Penn State Roots and Nittany Lion 03:09 A Thousand Rooms in State College 07:22 Hospitality Meets Profitability 12:22 College Town Brands and Graduate 16:49 Graduate Growth and Real Estate Risks 20:00 Democratizing Hotel Investing Reg A 32:46 Scaling Investor Communication 35:08 Investor Updates Tech 35:57 Radical Transparency 36:42 University Demand Engine 38:44 Crowdfunding Reg A Basics 40:37 Targeting Superfans Social 44:28 Nittany Lion Inn Turnaround 46:08 Choosing The Right Designer 50:14 Hands On Ownership Grit 58:17 University Hotels Investment Thesis Quote of the Show: "If we don't make a profit and we don't invest well, our ability to provide a good experience for our guests is significantly hindered." - Gary Brandeis Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/garybrandeis/ Guests Website: https://www.scholarhh.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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#260
July 15 · 1 hr 2 min
Connecting the Room - Michelle Finn - Defining Hospitality
In this episode, Dan Ryan sits down with Michelle Finn, longtime industry fixture and the driving force behind Alis Design Plus, to trace the evolution of hospitality trade events from HD Expo's chaotic 1990s launch (earthquakes, riots and all) to today's design and investment ecosystem. Michelle unpacks her "dinner party" philosophy of hosting, the power of relationships over transactions, and how she scaled that intimacy from a dozen guests to thousands of attendees without losing the human touch. The conversation moves through mentorship, the rise of owner involvement in design, the new Alis Cala expansion into the Caribbean, and even a few fun detours into what a Vogue or Garden and Guns hotel might look like. About the Guest: Michelle Finn heads The BHN Group's hotel design and construction events, including the launch of Alis Design Plus. Previously, she led the management and development of Hospitality Design Expo, HD Boutique, HD Summit, HD Awards, Hospitality Design, Boutique Design NY, Boutique Design West, the BD Forum Series, Boutique Design and Senior Lifestyle Design Match events, the Gold Key Awards, and more. A dedicated, long standing member of NEWH, she has earned numerous awards for innovation spanning trade fair development, publishing, leadership, and service, and is firmly established as a notable presence in Chicago's hospitality landscape. Chapters: 00:00 Defining Hospitality Intro 00:35 Meet Michelle Finn 01:47 What Hospitality Means 03:38 Hosting Lessons Early On 06:00 Launching HD Expo Origins 08:48 Riots Earthquakes and Vegas Pivot 13:42 Winning Leadership Buy In 22:41 Why ALIS Design Plus Exists 25:21 Growth Plans and Industry Shifts 33:38 Analog Event Magic 34:36 Word of Mouth Wins 35:08 Hospitality Shifts 36:19 Product Categories Boom 37:47 Launching Alice Cala 39:59 Measuring Referrals 43:56 Hosting Like a Pro 48:11 Newcomer Event Playbook 52:22 Future Plans and Farewell Quote of the Show: "Identify a need, see something that doesn't exist. That's pretty much what we did." - Michelle Finn Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/company/alis-design-plus Guests Website: https://www.alisdesignplus.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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#259
July 8 · 1 hr 3 min
Details That Matter - Adrienne Scribner - Defining Hospitality
In this episode, Dan sits down with Adrienne Scribner, principal and managing director of hospitality at Baskerville, to unpack what three decades in hotel design has taught her about the unglamorous work that actually makes projects succeed. They dig into why there is no "coordination fairy" waiting to catch your mistakes, how typing specs into a purchasing system in the early '90s built the foundation for her entire career, and why mentoring the next generation means being approachable rather than intimidating. About the Guest: Adrienne Scribner is a Principal and Managing Director of Hospitality at Baskervill, bringing more than 20 years of experience across the Maryland, Virginia, and DC design corridor. Her client roster reads like a hospitality hall of fame, including Marriott, Gaylord, Ritz Carlton, and Moxy, and her research driven approach has made her a trusted voice for owners navigating renovations of every scale. Beyond the projects themselves, she has built a reputation as a generous mentor, the kind of leader who would rather answer a question than let someone learn the hard way. Chapters: 00:00 Welcome back to Defining Hospitality 00:58 Meet Adrienne Scribner 01:41 Conference Mentorship Moment 02:52 Why She Stayed in Hotels 04:17 Learning Through Specs 07:16 Hybrid Work and Phone Calls 10:54 Marriott Years and Prototypes 14:11 No Coordination Fairy 17:57 Mentorship and Coachable Talent 31:18 Baskerville Office Footprint 32:30 Hiring Without Relocation 32:47 Why DC Attracts Designers 34:40 DC Cost and Lifestyle Reality 35:01 Sponsor Sustainability Note 35:26 Market Cycle and CapEx Slowdown 38:08 Compressed Schedules and Pauses 39:36 Mentorship Through Project Conflict 40:45 Model Rooms and Risk Management 46:40 Career Lessons From Marriott 49:25 Working With Brand Standards 54:09 Owners Concepts and AI Inspiration 57:14 Research Versus Inspiration Images 59:50 Cross-Pollination Across Verticals Quote of the Show: "If you don't know exactly who is going to do the work, it's probably you. You need to find that person." - Adrienne Scribner Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/adrienne-scribner-265b045/ Guests Website: https://www.baskervill.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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#258
July 1 · 52 min
The Art of Making Spaces Beloved - Alexa d'Argence- Defining Hospitality
Dan Ryan sat down with Alexa d'Argence, senior interior designer at Ken Fulk Inc., to explore what it really means to design spaces people fall in love with. Alexa pulls back the curtain on KFI's work at the Huntington Hotel in San Francisco and the Beverly Hills Hotel. sharing how a strong concept and cinematic vision guide every decision from the big picture down to the smallest detail. The conversation gets reflective too, touching on why slowing down is sometimes the only way forward, and what it means to truly love the work you do. About the Guest: Alexa d'Argence is a Senior Interior Designer at Ken Fulk Inc. in San Francisco. With a background rooted in hospitality and residential design, she has worked on projects ranging from The Flamingo Hotel in Santa Rosa to the Huntington Hotel on Nob Hill, recently featured in Architectural Digest, and is currently deep in the renovation of the Beverly Hills Hotel. A graduate of Cornell and a lifelong lover of hotels, she approaches every project as an act of care, craft, and storytelling. Chapters: 00:42 Meet Alexa d’Argence 01:45 Sketching Under Pressure 04:02 What Hospitality Means 05:03 Hotels and Childhood Memories 05:59 From Marin to Hospitality Design 07:51 Storytelling and the Movie Mind 13:23 Designing for the Guest 17:22 History Beloved and Future Dreams 28:19 Sketching Together Works 29:08 Hidden Beauty Onsite 32:05 Details Beyond The Spread 33:15 Beloved Places And Memories 34:54 Renovations And Responsibility 36:10 Sustainability Sponsor Break 36:37 Tools Sketches And Renderings 39:40 Puzzling As Design Mindset 44:19 Mentorship Scent And Farewell Quote of the Show: "It's a calling, a vocation for me. So there's a lot of love that goes into it. This is a job where you are working long hours, and if you don't love it, you're gonna burn out." - Alexa d'Argence Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/alexadargence/ Guests Website: https://www.kenfulk.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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#257
June 24 · 58 min
Niching Down then Grow - Alex Kuby - Defining Hospitality
This week, Dan Ryan sits down with Alex Kuby, Associate Principal at Dyelot and a lifelong student of how built environments shape human experience. From his early days at HBA in Santa Monica to helping lead a studio through a full brand transformation, Alex has spent his career asking what it really means to make people feel seen, supported, and cared for inside a space. Together, Dan and Alex explore approachable hospitality, the power of integrated services, and what niching down actually looks like when you are doing it from the inside. About the Guest: On this episode, Dan Ryan sits down with Alex Kuby, Associate Principal at Dyelot, a hospitality interiors studio bolstered by branding, procurement, and architectural services. Alex has been part of the firm since its days as RDC, helping shape its evolution into a focused, values driven hospitality design practice. When he is not leading visioning workshops or authoring the Dylot blog, he is probably thinking about how a grocery store can double as a neighborhood heartbeat. Chapters: 00:42 Show Intro and Sponsor 01:04 Meet Alex Kuby 01:31 Shared Roots and Catching Up 03:19 Defining Hospitality 03:58 Approachable Hospitality 05:25 RDC to Dyelot Story 09:34 WELL and Sustainable FF&E 20:59 Capital ROI and Visioning 32:23 Sustainable Sponsor Shoutout 32:41 Design Meets Procurement 35:38 Why Branding Comes First 39:04 Blogging and Brand Transition 41:49 Niching Down the Studio 43:22 Grocery as Community Hub 46:09 Public Spaces and Connection 50:12 Career Advice and Mentorship 53:28 Memory Lane and Farewell Quote of the Show: "Hospitality is the humanity in the built environment, that is the way in which we express care and facilitate all of those great high touch point, high emotional engagements that the best hospitality spaces are known for." - Alex Kuby Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/akuby/ Guests Website: https://dyelot.com/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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#256
June 17 · 1 hr
Beyond the Bulb - Thomas Paterson - Defining Hospitality
Dan Ryan talks with Thomas Paterson, founder and lighting designer at Lux Populi, about one of hospitality's most overlooked design disciplines… light. Thomas explains why lighting designers need a seat at the table from day one, not after the drawings are done, and shares his take on how light shapes a space's emotional experience. The conversation covers the gap between the 2% of projects that engage a true lighting specialist and the 30-50% that probably should, what it means to design from the inside out, his unconventional path from Australia to Mexico City, the sustainability case for old-school screw-in bulbs, and why asking the right question at the right moment is the smartest move a lighting designer can make. About the Guest: Thomas Paterson is the founder, director, and principal lighting designer at Lux Populi, a Mexico City based lighting design studio. He brings a first principles approach to every project, asking what light can do before how it should look. His portfolio spans luxury resorts, boutique hotels, restaurants, museums, and infrastructure, including 15 years with Sandals Resorts, the Four Seasons Los Cabos, and a landmark tunnel gateway in Sydney. Originally from Australia and formerly based in London, he landed in Mexico City by chance and built one of the industry's most distinctive lighting practices. Chapters: 00:25 Meet Lighting Designer Thomas 03:09 Hospitality Through Light 06:43 Bring Lighting In Early 10:17 Who Owns The Brief 11:46 Do Projects Hire Lighting 17:23 Lighting As Editing Tool 25:43 Fixing Spaces After Opening 29:09 Why Mexico City 31:53 Mexico City Safety Shift 32:43 Designing the Cocoon 33:17 Contrast and Tone Basics 34:14 Fixing a Brand’s Lighting 35:47 Kelvin Myths Explained 37:38 Infrared and Homogenous LEDs 42:39 Culture and Buying Bulbs 47:37 Sustainability and PoE Lighting 54:53 Future of Lighting Design Quote of the Show: "Lighting design is an editing tool. Emphasize, de-emphasize, reveal, conceal." - Thomas Paterson Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/tpaterson/ Guests Website: https://luxpopuli.com/New/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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#255
June 10 · 1 hr 11 min
Navigating the Peaks of Innovation - Larry Traxler - Defining Hospitality
This week, Dan Ryan sits down with Larry Traxler, a 30+ year veteran of architecture and design, former SVP Global Head of Architecture & Design at Hilton Hotels & Resorts, and founder of Traxworks Hospitality Collaborative, to make the case that great hospitality design isn’t about replicating what’s trending, it’s about understanding place, people, and purpose. From breaking ceramic tiles on job sites in Japan to navigating 102 countries and opening 1,000 hotels a year at Hilton, Larry has spent his career building bridges between creative vision and business reality, and now, finally free to say no, he’s going deeper than ever. About the Guest: On this episode, Dan Ryan sits down with Larry Traxler, founder of Traxworks Hospitality Collaborative and former SVP Global Head of Architecture and Design at Hilton Hotels & Resorts. Larry has shaped some of the most memorable spaces in global hospitality, one mosaic wall, and one very deliberate hammer swing at a time. When he’s not advising owners on design strategy or racking up passport stamps across his 102nd country, he’s photographing wildlife in his backyard, plotting a month in Africa, and finally, finally, getting to put more into the projects that truly light him up. Chapters: 00:25 Welcome to Defining Hospitality 01:28 Mentors Safari and Photography 02:53 Backyard Safari and Reps 05:42 Defining Hospitality Through Design 12:09 Traxworks Freedom to Say No 15:13 Jordan Mozer Narrative Craft 22:31 Becoming the Bridge Conductor 30:36 The Clift Deep Dive Details 35:27 Nine Million Miles 36:43 Creativity in the Air 38:27 Hilton Lessons to Trexworks 43:10 Solo Founder Reality 45:13 AI as Creative Toolkit 50:00 Recessions and Resilience 54:04 Hospitality Beyond Hotels 01:00:20 Fighting Design Sameness 01:02:35 Traxworks Freedom and Farewell Quote of the Show: “It’s those people that have a fear of the future that get held back. Sometimes you just have to jump off the bridge and leap into those entrepreneurial waters.” - Larry Traxler Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/larrytraxler/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by BermanFalk https://www.bermanfalk.com/ Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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#254
June 3 · 1 hr
The Art of Belonging - John O’Sullivan - Defining Hospitality
This week, Dan Ryan sits down with John O'Sullivan, hospitality executive, published poet, painter, and Regional Vice President & General Manager at Four Seasons Resort Punta Mita, to make the case that great hospitality isn't a service standard, it's a soul practice. A GM at just 25 who started peeling potatoes in a small Irish hotel at 12, John has spent over three decades opening and leading luxury properties across seven countries, building a career on the radical belief that belonging is borderless, failure is just success in progress, and heart intelligence will always outperform artificial intelligence. About the Guest: On this episode, Dan Ryan sits down with John O'Sullivan, Regional Vice President and General Manager at Four Seasons Resort Punta Mita in Mexico. With 31 years at Four Seasons and properties across Cairo, Bali, Jakarta, and beyond, John has spent his career quietly proving that the most powerful management tool isn't a system, it's sincerity. When he's not leading a team of more than 1,000 warriors, he's painting, publishing poetry, or stealing cookies from his director of rooms' office. He moves through the world the same way he runs his hotel, with curiosity, warmth, and zero interest in being the most important person in the room. Chapters: 00:35 Meet John O Sullivan 02:25 Defining Hospitality And Belonging 03:06 From Ireland To GM At 25 04:18 Making Room For Others 10:30 Mentors And Ripple Effects 16:22 Travel Memories And Magic Details 20:56 Why Punta Mita Wins 26:21 Creativity Process And Failure 34:02 Potato Peeler Origins 34:34 Curiosity Becomes Calling 37:06 Heart Intelligence Hospitality 38:13 Creativity Fuels Positivity 39:14 Recharging Through Adventure 41:56 Fun as Leadership 42:56 Vulnerability and Forgiveness 47:46 Egypt Opening Hope Story 54:33 Future of Authentic Luxury Quote of the Show: "Hospitality is the almost sacred act of seeing another human being and saying, without words, that you authentically belong here." - John O’Sullivan Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Guest’s LinkedIn: https://www.linkedin.com/in/john-o-sullivan-6719551/ Guests Website: https://www.fourseasons.com/puntamita/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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#253
May 27 · 56 min
Balancing Business and Humanity - David Shove-Brown - Defining Hospitality
This week, Dan Ryan sits down with David Shove-Brown, architect, design leader, educator, and partner at //3877, to make the case that the most powerful thing you can put on your business card isn't a title, it's a philosophy. A firm co-founder who launched his practice in the middle of a recession with a newborn at home and a best friend from college as his only business partner, David has spent 15 years proving that relationships aren't a strategy, they're the whole game. David isn't just building great spaces. He's building a firm, a community, and a life worth writing about. About the Guest: On this episode, Dan Ryan sits down with David Shove-Brown, partner at //3877, an architecture and design firm based in DC and New York. David has spent 15 years building a practice and a reputation, on the belief that relationships come before business. Whether he's mentoring students at trade shows, swapping proposals with competitors, or just holding the door for a stranger, he moves through the world the same way he runs his firm, like every person in the room matters. Chapters: 00:51 Meet David 02:04 NEWH Mentorship Moment 03:53 Defining Hospitality 04:43 Community Over Competition 08:46 Networking Roots and Values 13:01 Relationship Building That Lasts 17:45 Balance Family and Firm 27:24 Design in the Public Interest 31:18 Losing a Mentor 32:46 Succession and Letting Go 33:56 Mentoring Through Mistakes 36:19 How to Find Mentors 38:01 Learning From Students 40:11 Community and Collisions 42:25 Craving Certainty Forward 48:25 Startup Stories and Growth 50:07 Looking Ahead and Wrap Quote of the Show: "Networking always had this underlying idea of sales, we flipped it. For us, it's really relationship building." - David Shove-Brown Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ David’s LinkedIn: https://www.linkedin.com/in/dsb3877/ David’s Company’s Website: https://www.3877.design/ Dan Ryan’s LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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#252
May 20 · 48 min
Pioneering Global Design - Christine McGinnis - Defining Hospitality
This week, Dan Ryan sits down with Christine McGinnis, Director of Design at Wave Design Consultants, to make the case that the most powerful tool a designer can carry isn't a software subscription or a portfolio, it's a passport and a willingness to ask why. A Canadian kid who got locked in a Tiffany's display window in Hong Kong and never really looked back, Christine has spent over two decades designing across Asia, North America, and now the Canary Islands, chasing a single throughline openness. From restoring a termite-eaten 19th century Bangkok landmark to drawing her first full set of plans in Spanish, she isn't just designing spaces, she's designing a life. About the Guest: On this episode, Dan Ryan sits down with Christine McGinnis, Director of Design at Wave Design Consultants, a Canadian born, world traveling hospitality designer who logged her first miles in the Starwood design lab before most people knew that lab existed. Christine has spent 20 plus years designing hotels and restaurants across Asia, Europe, and Africa not by following the work, but by following the question. And the question, in her case, is always the same one… why? Chapters: 00:38 Meet Christine McGinnis 01:15 Journey Westward 03:15 Early Career Plans 04:09 Generations And Nomads 05:46 Starwood Innovation Lab 14:31 Openness Defines Hospitality 20:38 Spain Projects And Asking Why 26:03 Design Fatigue and Surprise 27:26 Waldorf Respite After 9/11 29:13 Hospitality Alchemy From the Heart 30:30 Design vs Service That Brings Guests Back 31:32 Aloft Seminyak Bali Success 33:48 Being Present Wherever You Land 35:31 Just Go Travel Advice 39:48 Resurgence of Analog Connection Quote of the Show: "People come to your joint once for the design, but they come back for the service and how you made them feel." - Christine McGinnis Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Christine’s LinkedIn: https://www.linkedin.com/in/christinemcginnis/ Wave Design’s Website: https://www.wave.global/ Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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#251
May 13 · 53 min
Global Visions, Local Touches - Genna Panagopoulos - Defining Hospitality
This week, Dan Ryan sits down with Genna Panagopoulos, Vice President of Development at Minor Hotels, to make the case that the most exciting real estate play in hospitality right now isn't in Asia or Europe, it's right here in America. A restaurant kid from Detroit who fell in love with hotels, Genna is the one handed the keys to a 640 property global giant's entire North American future, armed with 12 brands, a freshly built franchise model, and a philosophy that deals only work when everyone at the table wins. One NH Collection in Manhattan down. Twenty four more to go. About the Guest: Genna Panagopoulos, VP of Development at Minor Hotels, a Greek American, raised in the restaurant business by an immigrant father who treated every customer like family, who somehow ended up being the person responsible for introducing one of the world's largest hotel companies to the United States. With over 15 years spanning hotel investment, brand strategy, and development at the likes of Davidson Hotels and IHG, Genna isn't just opening doors in new markets. She's the one deciding which doors are worth knocking on in the first place. Chapters: 00:35 Meet Genna Panagopoulos 02:10 Greek Roots and Philoxenia 05:43 From Restaurants to Hotels 07:03 Minor Brands and Luxury Resorts 09:50 US Growth Model and Deal Flexibility 12:02 Target Markets and Investor Mindset 15:13 Financing and Conversion Strategy 20:12 Service Culture and Scaling Luxury 27:26 Uniqueness Over Scale 28:50 Early Growth Bottlenecks 29:30 Portfolio Deals and Marketing 30:30 New Brand or Collections 32:11 Lessons From US Expansion 34:10 Where Deals Are Happening 36:09 Choosing the Right Partners 38:58 Deal Terms and Key Money 42:48 Future Vision and Wrap Up Quote of the Show: “We're not here to make money right now. We're here to plant our flags and build brand awareness." - Genna Panagopoulos Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on. Minor Hotels is introducing the legendary Anantara and Wolseley brands to North America: learn more about the company's strategy and ambitions!! Links: Subscribe: https://www.youtube.com/@defininghospitality?sub_confirmation=1 Substack: https://www.defininghospitality.live/ Genna’s LinkedIn: https://www.linkedin.com/in/genna-panagopoulos-726a7525/ Minor Hotels Website: https://www.minorhotels.com/en Dan Ryan LinkedIn: https://www.linkedin.com/in/thedailydanryan/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ Ways to Tune In: Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s Amazon Music: https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419 Transistor: https://www.defininghospitality.live/
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