Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

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. 🏠

Takeaways:

• Don’t just manage people, create space for them. The leaders who have the biggest impact are usually the ones who don’t know they’re doing it, because they’re acting from the heart, not from a need for credit.

• Treat creativity as a business tool, not a luxury. Business alone is a tunnel; business paired with creativity is a funnel. The two feed each other if you let them coexist instead of competing.

• Surround yourself with people who are better than you. This isn’t a cliché, it’s a survival strategy, especially when you’re young and leading people who have more experience than you do.

• Empower your team to fix problems without asking permission. Remove the roadblocks, replace what’s broken, apologize sincerely, and then go learn why it happened. That’s the whole process.

• Clear your hard drive. Forgive everyone, stop carrying mistakes that have already taught you what they can, and keep only the lessons. Victims ask “what if.” Leaders ask “what did we learn?”

  

"Hospitality is the almost sacred act of seeing another human being and saying, without words, that you authentically belong here." - John O’Sullivan

Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.

Impact estimates vary by project. For the most up-to-date figures, please refer to the transcript

Connect with John:

• John’s LinkedIn: https://www.linkedin.com/in/john-o-sullivan-6719551/

• John’s Company’s Website: https://www.fourseasons.com/puntamita/

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

Most firms put their names on the door. David Shove-Brown put his philosophy there instead. Fifteen years, two offices, and over 70% repeat business, built not on a pitch deck, but on the belief that human connection is the only strategy that actually compounds. This week, Dan Ryan sits down with the partner at //3877 on why your tombstone won't say which hotels you designed, what a Green Beret father teaches you about building in uncertain territory, and why losing a mentor was the best thing that ever happened to his leadership. 🏠

Takeaways:

• Reframe networking as relationship building. People can sense when you’re selling, but trust compounds over time, and over 70% of David’s work comes from repeat clients and referrals.

• Build a peer group with your competitors. Sharing knowledge on fees, proposals, and market trends with similar firms removes the vacuum of entrepreneurship and makes the whole industry stronger.

• When you lose a mentor, become one. Instead of looking for a replacement, turn what you’ve learned into guidance for the next person coming up behind you.

• Listening is a skill, and it’s more valuable than talking. Ask hard questions like why you didn’t get the job, then actually absorb the answer instead of just checking the box.

• Let your team run with things. Micromanaging stunts growth for everyone; the firm’s best leaps forward came from trusting people and stepping back.

• Normalize mistakes on your team. Good mentorship means guiding direction, not dictating method; people grow faster when they know screwing up is part of the process.

• Keep perspective on what actually matters. Your tombstone won’t list your projects, so invest in people, relationships, and community the way you invest in your work.

  

"Networking always had this underlying idea of sales, we flipped it. For us, it's really relationship building." - David Shove-Brown

Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.

Impact estimates vary by project. For the most up-to-date figures, please refer to the transcript

Connect with David:

• David’s LinkedIn: https://www.linkedin.com/in/dsb3877/

• David’s Company’s Website: https://www.3877.design/

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

Most designers pick a market. Christine McGinnis picked a direction on the map and just kept going. A Canadian who plotted six countries in six years and never stopped, she's spent two decades designing storied hospitality spaces, from a termite eaten Bangkok mansion blessed by monks, to a beachside Aloft in Bali, to a restaurant on a volcanic island off the coast of Africa where she drafted every line in Spanish. This week, Dan Ryan sits down with a globe circling designer who got the hospitality bug at the Waldorf on the worst day in recent history, to talk about why "why" is the only question that matters, and what the return of film cameras tells us about the future of human centered design. 🏠

Takeaways:

• Ask "why" before anything else. Most teams rush past it, but that one question will save you more headaches than any brief or budget ever will.

• The most innovative work comes from assembling people who don't belong together on paper, resist the obvious hire every time.

• You only need one word to define great hospitality: openness. It's not about doors or decor, it's about whether people feel genuinely welcomed the moment they walk in.

• People come once for the design. They come back for how you made them feel. Build for the return visit, not the first impression.

• Just go. Whether it's a new country or a new market, inertia is the only real obstacle the paperwork is always figured out.

• Be present wherever you land. If you're always yearning for somewhere else, you'll miss everything the place in front of you is trying to teach you.

• Pay attention to the analog craving. When younger generations reach for film cameras and darkrooms, they're telling you exactly what's missing from the spaces you're designing, serendipity, texture, and the chance for a wonderful mistake.

"People come to your joint once for the design, but they come back for the service and how you made them feel." - Christine McGinnis

Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.

Impact estimates vary by project. For the most up-to-date figures, please refer to the transcript

Connect with Christine:

• Christine’s LinkedIn: https://www.linkedin.com/in/christinemcginnis/

• Wave Design’s Website: https://www.wave.global/

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Link Here to Learn More!

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

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.🏠

Takeaways:

• Lead with education before you lead with the pitch. Many potential partners in a new market simply don’t know who you are yet, so your first job is to tell the story before you try to close the deal.

• Think like an owner, even when you’re the brand. You will build more trust and close better deals when your partners can see that you understand what it feels like to operate, carry risk, and protect an asset.

• Qualify your time ruthlessly. If someone does not control the site, do not control the asset, or cannot meet you where you are on quality, it is okay to move on and protect your energy for the right opportunities.

• Your first few deals set the standard for everything that follows. Resist the temptation to compromise on quality or brand fit early on, because the hotels you use to tell your story will either open doors or close them.

• Build relationships with lenders before you need them. Doing the legwork upfront to introduce your strategy and track record means your partners are not starting from scratch when it is time to secure debt.

• Keep deals alive even when they do not close. Turning down a deal respectfully and staying in the conversation preserves the relationship for the right opportunity down the road.

• A non-industry background can be your sharpest tool. Asking simple questions that insiders take for granted, like why a workload or an asset needs to be that large or that costly, often surfaces the most impactful opportunities.

  

“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.

Impact estimates vary by project. For the most up-to-date figures, please refer to the transcript

Connect with Genna:

• Genna’s LinkedIn: https://www.linkedin.com/in/genna-panagopoulos-726a7525/

• Minor Hotels Website: https://www.minorhotels.com/en

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

This week, Dan Ryan sits down with Tanya Pratt, Global VP of Strategy and Product Management at Oracle Hospitality, to prove that the most powerful upgrade a hotel can make isn’t to its lobby, it’s to its data. A front desk girl turned tech executive, Tanya unpacks how Oracle is collapsing decades of fragmented systems into one seamless guest experience, why cloud adoption exploded the moment hotels ran out of people, and what happened during an 18-hour outage at 3am that changed the entire trajectory of her career. The promise of hospitality has always been human. The technology is finally catching up. 🏠

Takeaways:

• Hospitality is a promise, not just a job. Every interaction with a guest, employee, or owner is an opportunity to make and keep a commitment, and that mindset should guide every decision you make in the industry.

• Don’t let the size of a problem stop you from starting. When faced with a tangled mess of systems or challenges, pick one thing to fix first. Doing something is always better than being paralyzed by the scale of everything.

• Technology should free people to be more human, not replace them. The real value of investing in better systems is that it gives your team the time and headspace to focus on genuine connection with guests.

• Being ready is a choice, not a feeling. Say yes to things before you feel fully prepared, because waiting until you feel ready often means never moving forward at all.

• Sit in discomfort and earn your way up. No matter your generation, there is no shortcut for putting in the work and learning through the grind, especially early in your career.

• The people closest to the business often make the best technology leaders. Operators who understand the day-to-day pain points are far more effective at driving tech transformation than technologists who have never worked the floor.

• Your hardest moments reveal what you are actually made of. When you want to walk out the door and you stay anyway, those crucible experiences become the foundation of confidence you carry for the rest of your career.

“Hospitality is a promise. It’s a promise that’s made and kept a thousand times in small moments.” - Tanya Pratt

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.

Impact estimates vary by project. For the most up-to-date figures, please refer to the transcript

Connect with Tanya:

• Tanya’s LinkedIn: https://www.linkedin.com/in/pratttanya/

• Oracle Hospitality: https://www.oracle.com/

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

This week, Dan Ryan sits down with Larah Moravek, founding partner at Dutch East Design, to make the case that the most powerful thing a designer can bring to a project isn't a mood board, it's a story. Larah pulls back the curtain on how Dutch East blends interior design and branding under one roof, turning narrative driven frameworks into spaces that feel inevitable. With real stories from the ground including the adaptive reuse of a Marcel Breuer brutalist landmark into Hotel Marcel, the first passive house certified hotel in North America, and the Tapestry Chattanooga (guestroom furniture provided by BERMANFALK), a former bank building brought back to life, this episode proves that when magic and precision are working together, the constraint becomes the design. 🏠

Takeaways:

• Lead with storytelling before aesthetics. Narrative driven design gives clients a framework to understand and commit to a vision, making the entire process smoother and more collaborative.

• Start with a functional brief before getting creative. Establishing the program, constraints, and parameters upfront gives you a defined space to push creative boundaries confidently rather than chasing a moving target.

• Don’t fear constraints design into them. Some of the most inspired solutions come from restriction, and the building or budget you’re working within can actually tell you what the design needs to be.

• Address the elephant in the room early. Asking the hard questions that others avoid saves enormous time and cost down the line, and it builds trust with your clients and team.

• Treat construction administration as seriously as the design phase. The precision you bring during project execution is what separates a good concept from a great finished result, don’t let it become an afterthought.

• Train people around you to replace you. Transparency with your team and investing in their growth is both a leadership responsibility and one of the most fulfilling parts of running a studio.

• Don’t let sustainability be a last-minute consideration. Integrating it into the functional brief from the start rather than retrofitting it later is what makes it actually achievable.

"Sometimes you need more structure to be more creative. And I think some of the most beautiful and inspiring solutions come out of restriction." - Larah Moravek

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.

Impact estimates vary by project. For the most up-to-date figures, please refer to the transcript

Connect with Larah:

• Larah’s LinkedIn: https://www.linkedin.com/in/larah-v-moravek-0b714044/

• Dutch East Design: https://www.dutcheastdesign.com/

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

This Earth Day, Dan Ryan welcomes back JoAnna Abrams, founder and CEO of MindClick, to make the case that sustainability isn’t just good for the planet, it’s good for business. JoAnna reveals how MindClick’s product intelligence platform transforms the sustainability data already hiding in hotel FF&E purchases into a competitive weapon, winning corporate travel contracts, boosting sustainability ratings, and growing real revenue. With stories from the ground, including Hyatt Centric Fisherman’s Wharf, and eye-opening stats on what ditching polystyrene packaging actually means for waste, this episode proves that going green and going profitable are finally pointing in the same direction. 🌍

Takeaways:

• Stop waiting for sustainability to feel affordable. Hotels already own the sustainability story in their products without paying a penny more for them. The work is in unlocking and communicating that data, not spending more on new materials.

• Train your sales team to tell the sustainability story. Corporate travel planners are asking for sustainability data in 80 to 90% of RFPs, and your directors of sales need the answers ready. Handing them that information is a competitive advantage they can use immediately.

• Recognize that 20 to 40% of your hotel’s revenue is tied to corporate business, and that business is now making booking decisions based on sustainability performance. Ignoring it is not a neutral choice, it is leaving money on the table.

• Understand that EU regulations are reshaping what global corporations require from the hotels they partner with. Even if you operate primarily in the US, your corporate clients are subject to those rules and they will hold you to them.

• Bring the sustainability story down to the frontline staff. The most memorable guest experiences often come from a bellman or front desk employee sharing a small, genuine detail about the space. Equipping those people with the story makes the whole hotel feel more authentic.

• Think of sustainability data as an asset that grows the value of the property itself. As appraisal standards evolve and climate resiliency becomes a factor in valuations, the investments made in FF&E and building materials will show up in what the asset is worth.

• Do not let perfect be the enemy of progress. You do not need a full certification or a massive overhaul to start telling a better story. Even a new build or renovation can unlock meaningful sustainability credentials and give your team something real to talk about right now.

"Today's suppliers need to understand that they're no longer just selling a product. They're selling a product with a story." - JoAnna Abrams

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.

Impact estimates vary by project. For the most up-to-date figures, please refer to the transcript

Connect with JoAnna:

• JoAnna Abrams LinkedIn : https://www.linkedin.com/in/joannaabrams/

• MindClick : https://www.mindclick.com/

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

In this episode of Defining Hospitality, Dan Ryan sits down with Walter Peseski, Senior Vice President of Asset Management at Garfield Public Private, to explore the often misunderstood world of hotel asset management and public private partnerships. Sponsored by BERMANFALK, this discussion uncovers how cities, universities, and hospitals are leveraging creative financing structures to build hotels that serve as economic catalysts for entire communities.

Takeaways:

• Hospitality is the heart behind the service. Service is the technical delivery, but hospitality is why you do it. It’s the warmth that makes someone want to tell others about their experience.

• Speak up when service is exceptional. Most people only give feedback when something goes wrong. Taking a moment to recognize great service goes a long way and reinforces the culture you want to see.

• Great hospitality requires both product and service. If one is missing, the whole experience falls apart. Excellent service can’t fully compensate for a poor product, and vice versa.

• Third-party asset management pays for itself. An asset manager typically finds enough low-hanging fruit in the first year to cover their fee, they ask the right questions and advocate purely for the owner’s interests.

• Know what matters to you before choosing your career path. Whether it’s schedule, income, or passion for people, identifying your personal priorities early helps you find the right lane in a broad industry.

• Explore all avenues of hospitality, not just working in a hotel. Finance, development, asset management, and design are all part of the industry, your strengths might be better suited somewhere other than operations.

• Hotels built as community investments outperform those built purely for profit. When a hotel and convention center serves as an economic catalyst for its city, the long term value it creates far exceeds what a yield-maximizing developer would achieve alone.

"It's not how fast can we increase the value of this hotel and flip it. It's how can this hotel contribute to the community." - Walter Peseski

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.

Connect with Walter:

• Walter Peseski LinkedIn : https://www.linkedin.com/in/walter-peseski/

• Garfield Public Private : https://www.garfieldpublicprivate.com/

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

In this episode of Defining Hospitality, Dan Ryan sits down with Ed Bakos, CEO of Champalimaud Design, to explore the evolving dimensions of hospitality in the design world. Sponsored by BERMANFALK, this discussion uncovers how the nuances of design, from emotional exchanges to anticipating guest needs, define luxury and authenticity in the hospitality industry today.

Takeaways:

• Hospitality transcends mere service. It’s about creating spaces that forge emotional connections and lasting memories.

• Collaboration is key. High-quality design is the result of collective innovation, where a flat hierarchy allows for the best ideas to surface and lead.

• Anticipate guests’ needs. Effective design predicts and accommodates the unspoken needs of guests, transforming potential inconveniences into pleasures.

• Learn from historical designs. Ed’s work with historical aircraft underscores the importance of understanding past innovations to inform present design practices.

• Creating authentic luxury experiences. Every design element, from room layout to service strategies, aims to resonate emotionally with guests.

• Foster a culture of excellence. Bakos’ leadership style empowers his team to confidently pursue creative solutions.

• Continual learning is a necessity. Embracing the journey of constant education and adaptation is crucial for staying ahead in the ever-evolving field of hospitality design.

"Design is a relationship between different things. Why do certain combinations of things provide us with more satisfaction? Certain combinations in certain settings are… highly successful and can be highly successful." - Ed Bakos

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.

Connect with Ed:

• Ed Bakos LinkedIn: https://www.linkedin.com/in/edmond-bakos-62102014/

• Champalimaud Design: https://www.champalimaud.design/

• Tunison Foundation: https://www.tunisonfoundation.org/

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

In this episode of Defining Hospitality, Dan Ryan sits down with Thomas Oh, Co-Founder & General Manager of Perilla Korean American Steakhouse, and Daphne Shin, Founder & Principal Designer of the Ruimte, two passionate creators working at the intersection of culture, cuisine, and design. Sponsored by BERMANFALK, the episode delves into the unique approach Thomas and Daphne take to blend Korean cultural elements into their business ventures in Chicago.

Takeaways:

• Hospitality is about inclusion. Daphne focuses on creating environments where guests can feel a sense of belonging and create lasting memories. For Thomas, it’s about making guests feel seen, heard, and valued, leaving a lasting impression.

• Korean cultural integrations. At L7 Hotel, Thomas and Daphne have harmoniously integrated elements of Korean culture. Guests can appreciate the subtle Korean influences in the design and cuisine without feeling overwhelmed.

• Bridging the cultural cuisine gaps. Thomas talks about the challenge and excitement of introducing Korean cuisine, like kimchi and Korean BBQ, alongside American steakhouse traditions to a diverse audience in Chicago.

• Subtlety in design blending. Daphne discusses the intricacies of balancing Korean design elements with modern American tastes in the hotel setting. She highlights the use of color palettes and material choices that subtly nod to Korean heritage.

• Taking opportunities as they appear. The story of a high-profile Korean guest discovering the restaurant and providing positive feedback underscores the impact of authentic, thoughtful design and cultural incorporation.

• The future of Korean influence. Thomas and Daphne both reflect on the growing global influence of Korean culture in sectors like hospitality, cuisine, music, and skincare, and their roles in shaping this narrative.

"It's exciting for me and for the team here, for them to come into our space… We're not screaming this is Korean to them, but they're loving the design of this restaurant and the hotel." - Thomas Oh

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.

Connect with Thomas and Daphne:

• Thomas Oh LinkedIn: https://www.linkedin.com/in/thomas-oh-b6164570/

• Daphne Shin LinkedIn: https://www.linkedin.com/in/daphne-shin-1a223b44/

• Daphne Shin Email: daphne@theruimte.com

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

In this episode of Defining Hospitality, Dan Ryan sits down with Michaelangelo L’Acqua, a global entertainment director and music/lifestyle branding expert, to discuss hospitality as “infrastructure” built through sound, motifs, and emotional arcs across dayparts. This conversation dives into shifting luxury expectations, analog-era craft, and mentoring creatives within business-driven environments.

Takeaways:

• Sonic architecture is the infrastructure. Michaelangelo L’Acqua discusses the importance of a Sonic Identity Brand Bible, an intricate strategy that aligns a brand’s sonic elements with its core values, much like architectural blueprints guide building design.

• Bridging emotional peaks and valleys. Hospitality is more than heads in beds; it’s about crafting experiences that weave sound motifs throughout a guest’s stay, enhancing their journey emotionally from sunrise to late-night moments.

• Analog wisdom holds value in a digital age. Raised in the pre-digital era, L’Acqua emphasizes the value of the rich, textured experiences of analog days that can inform and elevate today’s hospitality landscapes.

• Mentorship and legacy building are vital. L’Acqua highlights the value of mentorship in fostering future leaders, suggesting that nurturing talent in younger demographics ensures the preservation and evolution of luxury standards.

• Adaptation and timeless style. While trends ebb and flow, human needs remain constant. L’Acqua reflects on how enduring designs and sounds, analogous to timeless furniture pieces or classic tracks, resonate deeply across generations.

• Passion is the focus. Even within the structured world of private equity and ROI demands, L’Acqua finds creative freedom by marrying passion with practicality, achieving personal and professional fulfillment.

• Cultural agility can drive relevancy. In a world of fast conservation and changing tastes, staying connected to cultural radars through networks of tastemakers helps brands to remain relevant and exciting in diverse contexts.

"I truly believe that there are moments I can really tap into unconscious feelings within somebody. And if I can do that… you're gonna walk away from that experience and say that was a great night. I don't know why, but it was just special." - Michelangelo L’Acqua

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.

Connect with Michaelangelo:

• LinkedIn: ttps://www.linkedin.com/in/michaelangelo-lacqua/

• Starwood Hotels: https://www.starwoodhotels.com/

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

What does hospitality truly mean in today’s world?

In this episode of Defining Hospitality, Dan Ryan welcomes Saxton Sharad, the founder and CEO of Revival Hotels and Hideaway Inns. With over 20 years of experience in the industry, Saxton shares his journey and insights on transforming the guest experience, catering to the evolving needs of millennials and Gen Z travelers, and redefining what it means to be hospitable.

Takeaways:

• The true meaning of hospitality is getting a break. Saxton defines hospitality as providing a break from daily life, allowing guests to live authentically and leave their stresses behind, even if only for a moment.

• Catering to younger generations with authenticity. Saxton highlights the growing trend of micro vacations among millennials and Gen Zs and how Hideaway Inns are uniquely positioned to cater to these shorter, more frequent leisure experiences.

• Innovation leads to improved guest experience. Frictionless check-ins and the concept of invisible hospitality ensure guests can maximize their leisure time without unnecessary interruptions or delays.

• The role of an innkeeper. Saxton emphasizes the importance of an on-site innkeeper who serves as a local ambassador, enhancing the guest experience by providing personalized recommendations.

• Tying together sustainability and local engagement. Hideaway Inns contribute to local communities by partnering with local charities and promoting regional businesses, reinforcing their commitment to sustainable and socially responsible tourism.

• Localizing loyalty and recognition. The growth model of Hideaway focuses on building a strong regional presence, initially concentrating on the Northeast to foster brand loyalty.

• Every hotel gets a personal touch. Each Hideaway Inn is uniquely designed, with rooms featuring bespoke elements, vintage artifacts, and local arts, offering guests a truly immersive and memorable stay.

“ I don't care how talented you are or how much money you have in your pocket, you cannot be good at everything. Step into what you're good at, find that strength, and live that strength.” - Saxton Sharad

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.

Connect with Saxton:

• LinkedIn: https://www.linkedin.com/in/saxton-sharad-cha-6642a49

• Revival Hotels: https://www.revivalhotels.com

• Hideaway Inns: https://www.hideawayinns.com

🏨✨ Defining Hospitality is Sponsored by BERMANFALK

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

How does data make the hospitality industry come alive?

In this episode of Defining Hospitality, Dan Ryan welcomes Isaac Collazo, the Head of Analytics at STR and Co-Host of “Tell Me More, A Hospitality Data Podcast.” They dive into the integral role data plays in the hospitality industry, from informing strategic decisions to influencing how businesses can adapt in changing economic climates.

Takeaways:

• Utilizing data to enhance operational efficiency. Isaac emphasizes how storytelling through data offers valuable insights that can transform guest experiences and improve service delivery.

• Hospitality is fundamentally about service. By prioritizing the human connections and interactions, businesses can maintain exceptional service standards, no matter the external economic climate.

• Recession and inflation directly impact strategies and performance. Isaac discusses how staying informed on economic trends helps businesses anticipate and react to market changes effectively.

• The growing shift from uniformity to personal experiences. Lifestyle brands are emerging as leaders by catering to unique and individualized guest experiences, setting a new standard in the industry.

• Food and beverage services are essential revenue drivers. By investing in high-quality F&B experiences, hotels can enhance their appeal and drive overall profitability.

• The notable and optimistic turn in demand trends. Despite some economic uncertainties, the rising demand suggests a promising future for the hospitality sector.

• Generational preferences influence loyalty. As guest demographics evolve, hospitality businesses must adapt their strategies to cater to a diverse and changing clientele.

“You want 'em to start with you and stay with you until they no longer travel.” - Isaac Collazo

Connect with Isaac:

LinkedIn: https://www.linkedin.com/in/isaaccollazo/

Company website: https://www.costar.com/products/str-benchmark

🏨✨ Defining Hospitality is Sponsored by Berman Falk

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality/id1573596386

Episode Transcript

How do relationships shape the hospitality industry?

In this episode of Defining Hospitality, Dan Ryan explores how relationships fundamentally shape the hospitality industry with guest Stephanie Hopkins. As an experienced interior designer and brand specialist, Hopkins shares insights into her extensive career and the essential role that relationships and strategic growth play in navigating the complexities of hospitality.

Takeaways:

• Relationships often transcend profession. Stephanie explains that once you get involved in hospitality, it’s challenging to leave because it becomes ingrained in your soul.

• Varied experiences can lead to a dynamic career path. Stephanie’s journey from design to brand specialist and back highlights the diverse opportunities within the hospitality industry.

• Relationships hold significant value. Throughout her career, Stephanie learned to leverage relationships and networks, which allowed her to effectively navigate complex brand environments and developer needs, saving valuable time and resources.

• Brand development ties to long-term success. Stephanie emphasizes the importance of understanding and maintaining a brand’s essence, going so far to say ‘no’ to potential changes that could dilute a brand’s core

• Diversified portfolios show skill. B2 Design Co’s portfolio spans across multiple sectors like multifamily, senior living, student housing, and hospitality, showcasing their ability to adapt and thrive by integrating hospitality concepts into various living environments.

• Storytelling in design ensures a cohesive experience. Successful projects often have a well-grounded design narrative that is consistently implemented across all stages.

“Being able to ascertain… is that going to compromise the essence of the brand? You have to get to that point and you may have to say no to some really powerful ownership groups.” - Stephanie Hopkins

Connect with Stephanie:

• LinkedIn: https://www.linkedin.com/in/stephanie-hopkins-28445a71/

• Stephanie’s Instagram: https://www.instagram.com/steph_the_hop/

• B2 Design Co’s Instagram: https://www.instagram.com/b2design.co/

• Company website: https://www.b2designco.com/

🏨✨ Defining Hospitality is Sponsored by Berman Falk

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

How do detailed preparations elevate hospitality experiences?

In this episode of Defining Hospitality, Dan Ryan interviews Amy Margolis, an esteemed interior designer and studio director at Bamo in Providence, Rhode Island. Moving through her career journey from California to the East Coast, Amy shares her thoughts on being deeply rooted in anticipating guests’ needs, curating environments that allow people to relax, and creating memorable experiences.

Takeaways:

• Hospitality is an orchestrated experience. Amy illustrates hospitality with an anecdote about Joan Didion’s meticulously planned dinner parties, emphasizing the importance of preparation to offer effortless and relaxing experiences for guests.

• A strategic global footprint enhances service delivery. The expansion of Bamo into different regions allows the firm to better serve clients across various time zones, fostering a diverse range of projects that adapt to regional demands.

• Understanding guest journeys influences design solutions. Drawing from her experience at Bergmeyer, Amy stresses the importance of tailoring design solutions to enhance unique guest experiences, which is crucial for success in hospitality design.

• Diverse career transitions enrich design perspectives. Amy’s shift from hospitality design in San Francisco to commercial design in Boston provided her with a wealth of experience, enriching her current approach in the hospitality sector.

• Digital adaptation transforms collaborative practices. The shift to remote work during COVID-19, along with the adoption of tools like Revit, has introduced new ways of managing design and fostered improved team collaboration.

• Continuous learning fosters dynamic leadership. Amy emphasizes the value of staying open to new ideas and mentoring emerging talents, cultivating a resilient and innovative design practice.

“Put yourself out there to say yes, to try new things… the biggest thing is to keep educating yourself.” - Amy Margolis

Connect with Amy:

LinkedIn: https://www.linkedin.com/in/amy-reynolds-margolis-ncidq-a625875/

Company website: https://bamo.com/

Joan Didion Article: https://www.nytimes.com/2025/11/18/dining/joan-didion-thanksgiving.html

🏨✨ Defining Hospitality is Sponsored by Berman Falk

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Episode Transcript

What does it mean to find joy and creativity in the constraints of adaptive reuse?

In this episode of Defining Hospitality, Dan Ryan sits down with Andrew Ashey, Founder and Principal of AAmp Studio, to discuss the expansive nature of hospitality design, the importance of engaging with diverse community elements, and the delightful challenges presented by adaptive reuse.

Takeaways:

• Architecture is a collaborative puzzle. Andrew finds the challenge of collaboration a central aspect of his practice. Architecture involves working with clients, consultants, and contractors to bring visions to life within existing structures.

• Context and continuity are vital. Andrew discusses the significance of understanding and preserving the historical context of buildings, particularly in projects like the Municipal Grand in Savannah.

• Lifelong learning helps the practitioners and the community. Engaging with academic institutions and community organizations allows architects like Andrew to remain at the forefront of design innovation.

• Approach projects with enthusiasm and creativity. For Andrew, maintaining a balance between professional demands and creative fun is essential.

• Adaptive reuse champions sustainability. Andrew argues that adaptive reuse is among the most sustainable practices, breathing new life into spaces while preserving their integral stories.

• Expanding hospitality venues beyond private spaces. Andrew sees these spaces as extensions of the public realm, contributing to the vibrancy of a locality.

“I find architecture and design to be one big puzzle. That’s what I love most about it.” - Andrew Ashey

Connect with Andrew:

• LinkedIn: https://www.linkedin.com/in/andrew-ashey-a7a9245/

• Company website: https://aampstudio.com/

🏨✨ Defining Hospitality is Sponsored by Berman Falk

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

How can travel channels inspire personal growth and global understanding?

In this episode of Defining Hospitality, Dan Ryan sits down with Ian Sharpe, the Chief Operating Officer of Media at NextTrip, to explore the transformative power of hospitality and storytelling in the realm of global travel. With a vast experience spanning video games and visual media, Ian delves into the intricate tapestry of how cutting-edge technology, media, and human connection shape the way we experience the world.

Takeaways:

• Hospitality is about turning strangers into friends. Ian Sharpe emphasizes this historical tradition as the core of Journey TV’s mission to celebrate diverse cultures and connect people globally.

• Journey TV transforms inspiration into itineraries. By drawing on video game industry techniques, the network integrates storytelling with travel booking for an enriched travel experience.

• Authenticity drives Journey TV’s content. The network focuses on human stories, whether culinary or adventurous, to explore why people travel and engage deeply with viewers.

• Cultural richness is captured through storytelling. Programs like “Tide” and “Borderless Table” highlight local experiences, providing a comprehensive view of destinations.

• Technology enhances viewer engagement. Journey TV uses QR codes and AI-driven itineraries to turn inspiration into seamless travel planning.

• Travel fosters growth and connection. Journey TV promotes travel as a way to build understanding and friendship, supporting Dan’s vision of hospitality as a human bridge.

“A storyteller is all about weaving with the imagination. If you can convert that to commerce, then the shareholders are all the happier.” - Ian Sharpe

Connect with Ian:

• LinkedIn: https://www.linkedin.com/in/ianstuartsharpe/

• Company website: https://nexttrip.com/

🏨✨ Defining Hospitality is Sponsored by Berman Falk

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

How Can Las Vegas Serve as the Ultimate Architectural Laboratory?

In this episode of Defining Hospitality, Dan Ryan sits down with Glen Noack, an accomplished architect and associate professor at the University of Nevada, Las Vegas (UNLV), to dive into Glen’s extensive experience in architecture and hospitality design. They explore various aspects of radical innovation within the built environment, the unique opportunities Las Vegas offers as a ‘living laboratory,’ and Glen’s involvement in fostering creative design through competitions like Radical Innovation.

Takeaways:

• Las Vegas is a learning environment. The city serves as an inspiring backdrop for architectural students who can directly interact with cutting-edge designs.

• Las Vegas’ hospitality goes beyond traditional assumptions. Hospitality design is evolving to include educational and community-focused projects, not just hotels and casinos.

• The emotional impact is vital. Emotional resonance in architecture is as vital as functional possibility, and this dual focus is a core aspect of education in Las Vegas.

• Virtual Reality is architecture’s future. The integration of AI and virtual scanning technology in design education provides unique opportunities for creating interactive project models.

• Community collaboration opens pathways. Collaborations between universities and industries open pathways for projects that transcend traditional hospitality and influence community development.

“There isn’t a formula on how to teach this… if it becomes formulaic, it can’t produce the same aha effect.” - Glenn Nowak

Connect with Glenn:

LinkedIn: https://www.linkedin.com/in/glenn-nowak-phd-a96117105/

Company website: https://aeroai.io/

🏨✨ Defining Hospitality is Sponsored by Berman Falk

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links:

Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Can empathy, curiosity, and a willingness to run toward the fire reshape how leaders design experiences, and careers, in hospitality?

In this episode of Defining Hospitality, Dan Ryan sits down with Chelsea Hershelman, VP of Design and Development at Coral Tree Hospitality, to unpack hospitality as an empathetic act and leadership as influence, not authority. From designing for neurodiversity and stressed-out arrivals to taking leaps of faith across a non-linear career path, Chelsea shares how curiosity, courage, and human-centered thinking drive better spaces, stronger teams, and more meaningful guest experiences, without needing perfect credentials or traditional titles.

Takeaways:

• Hospitality starts with empathy, not aesthetics. Great experiences are built by considering the full ecosystem and designing for emotional states, not just how a space looks in photos.

• The most effective leaders rely on influence, not authority. By building relationships, using humor to help teams “unclench,” and knowing when to listen versus decide.

• Curiosity beats credentials every time. A background in art history, procurement, and project management became an asset, not a liability, because transferable skills opened doors others never saw.

• Running toward problems builds momentum and trust. Reframing crises as opportunities to shine, and celebrating quick wins can energize complex projects and establish you as someone who thrives in the arena.

• Balance isn’t static, it evolves. Sustained leadership requires knowing when to push and when to “take a knee,” prioritizing physical and mental health, and giving yourself grace as your definition of success changes over time.

“To lead by influence is listening, staying curious and asking good questions.” - Chelsea Hershelman

Connect with Chelsea:

• LinkedIn: https://www.linkedin.com/in/chelsea-hershelman-a0639656/

• Company website: https://www.coraltreehospitality.com/

🏨✨ Defining Hospitality is Sponsored by Berman Falk

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Audio Links: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX

Spotify: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386

Can exploration, storytelling, and service to others redefine what hospitality really means—and why does it start at home?

In this episode of Defining Hospitality, Dan Ryan sits down with Richard Wiese, President of The Explorers Club, Emmy Award–winning TV host, and lifelong explorer. Their conversation spans far beyond travel, unpacking hospitality as a human instinct rooted in curiosity, generosity, and connection. From backyard foraging mishaps to Apollo astronauts’ moon-bound navigation, Richard shares how exploration, conservation, and volunteerism shape leadership, culture, and meaningful guest experiences, without relying on luxury or exotic destinations.

Takeaways:

• True hospitality is expressed through universal human languages, food, music, nature, and storytelling, rather than thread count or material luxury.

• Exploration isn’t about distance; it’s about curiosity. You don’t need Everest or the Serengeti to explore, birding in a city park or foraging in your backyard can spark the same sense of wonder and connection.

• Leadership means amplifying others, not yourself. Through initiatives like Explorers Club 50, you can challenge leaders to shift from “look at me” to “look who I found,” using their platforms to spotlight emerging changemakers.

• Small, consistent service creates outsized impact. Whether dedicating 5% of your time to volunteerism or starting a local composting effort, sustained small actions, modeled by Richard and Nikki Wiese, can scale into global change.

• Everything has a story, from a pencil to a hotel lobby; sharing those narratives authentically deepens emotional connection and transforms experiences into lasting memories.

“Part of the perspective of exploration is also seeing something that you've seen often through a new set of eyes." - Richard Wiese

Connect with Richard:

• LinkedIn: https://www.linkedin.com/in/richard-wiese/

• Instagram: https://www.instagram.com/richardwiese/?hl=en

• Born to Explore Website: https://www.borntoexplore.net/

• The Explorer’s Club Website: https://www.explorers.org/

🏨✨ Defining Hospitality is Sponsored by Berman Falk

https://www.bermanfalk.com/

Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/