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/

Audio Links:

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

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

How will AI, biometrics, and healthcare thinking redefine hospitality, and what does the future of truly personalized guest experience look like?

In this episode, Dan Ryan sits down with John Duffield, a Speaker and Advisory Board Member at Radical Innovation, as well as a two-time open heart surgery survivor. They have a wide-ranging conversation on the intersection of hospitality, healthcare, and emerging technology. Drawing from his patient experience at Cleveland Clinic and his work at the forefront of AI and biometric innovation, John introduces the concept of “living intelligence,” the convergence of AI, sensors, and biometrics that enables environments to adapt in real time to how guests actually feel.

Takeaways:

• Hospitality and healthcare are deeply connected. Both industries serve people during vulnerable moments, and both succeed when personalization, empathy, and care are prioritized.

• AI combined with biometrics and sensors can create environments that adapt in real time, adjusting lighting, temperature, nutrition, and schedules based on how guests are actually feeling, not static preferences.

• Guests are willing to share personal and biometric data when the value exchange is clear, immediate, and user-controlled. Privacy must be transparent, opt-in, and flexible, more like “airplane mode” than all-or-nothing consent.

• Smaller scale, faster decision-making, and closer guest relationships make independents and luxury properties ideal testing grounds for advanced technology, insights that will eventually scale to larger brands.

• The best tech disappears into the experience, enhancing how guests feel without being noticed. Responsible AI development, clear guardrails, and human-centered design are essential to avoid repeating past digital mistakes.

“Do you want to sit in the status quo and hope that you just survive and thrive? Or do you want to lean into what's next in this next phase of guest experience?" - John Duffield

Connect with John:

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

• The Signal Two Website: https://thesignaltwo.com/

• Personal Website: https://thejohnduffield.com/

• The Future Patient Website: https://thefuturepatient.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 do you build a global hospitality business without losing the personal touch, resilience, or trust that defines great service?

In this episode, Dan Ryan sits down with Hugh Taylor, CEO of Michels & Taylor, for an in-depth conversation on leadership, hospitality, and hotel investment. Hugh shares his journey from marketing roles at major hotel brands like Hilton to becoming one of the most respected voices in hotel asset management and advisory. They explore what true hospitality really means, how Michels & Taylor’s integrated “flywheel” business model creates resilience, and what it takes to lead transparently through crises like the 2008 financial crash and COVID-19.

Takeaways:

• Hospitality is personal. Great service comes from making every guest, client, or partner feel uniquely valued and understood.

• Build perspective through experience. Exposure to marketing, operations, and investment creates stronger, more balanced leaders.

• Design for resilience. Integrated and diversified business models are better equipped to survive downturns and volatility.

• Lead with transparency. Honest, direct communication builds long-term trust with investors, banks, and teams.

• Expect complexity in growth. Global operations demand deep understanding of local regulations, labor laws, and market dynamics.

• Adapt to industry shifts. Brand and franchise models, rising costs, and capital needs are reshaping hospitality.

“If you don’t take advice and get the right people next to you, you can lose your money as easily as you make it.” - Hugh Taylor

Connect with Hugh:

• LinkedIn: https://www.linkedin.com/in/hugh-taylor-obe-994bb7288/

• Company website: https://michelsandtaylor.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

On this special re-air episode of Defining Hospitality, we revisit an insightful conversation on people-first leadership, authentic culture, and the true meaning of hospitality with Thomas Healy, President and COO of Rockbridge Hospitality Management. With more than 30 years in the industry, Tom shares lessons shaped by his upbringing in a family-run New Jersey supper club and a career spanning independent and branded hotels.

The conversation explores how leadership is rooted in empathy, inclusion, and service. Thomas explains why great leaders focus on making the most uncomfortable person in the room feel comfortable, and how diverse teams drive stronger culture, creativity, and trust. The episode also dives into the power of authenticity, particularly in independent hotels, where flexibility, storytelling, and local connection can create memorable guest experiences and outperform rigid brand standards.

Takeaways:

• Prioritize human connection in everything you do. Simple gestures, eye contact, a smile, genuine attention, can have an outsized impact on guests and team members.

• Lead by putting others first. Effective leadership is about service, empathy, and making people feel comfortable, valued, and included.

• Build and champion diverse teams. Diversity strengthens culture, trust, and performance, and should be treated as a core leadership responsibility.

• Foster a culture of authenticity and belonging. Create environments where people feel connected to something bigger than themselves.

• Embrace flexibility and creativity, especially in guest-facing roles. Independent thinking and local authenticity often resonate more deeply than rigid standards.

• Use technology as a tool, not a replacement for hospitality. Leverage data to identify patterns and improve operations while keeping the human element front and center.

• Regularly reflect on your “why.” Align your work with your values, use life’s milestones as moments to reassess priorities, and lead with purpose.

“Hospitality is that simple.  It's about putting yourself second and putting others first.” - Thomas Healy

Connect with Thomas:

• LinkedIn: https://www.linkedin.com/in/thomas-healy-aabb135/

• Rockbridge Website: https://www.rockbridgeholdings.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

On this special re-air episode of Defining Hospitality, we revisit a powerful conversation on people-centric leadership and the enduring value of culture with Marc Bromley, Regional Vice President and General Manager at Four Seasons Hotel Washington, D.C. Drawing from decades in luxury hospitality, and lessons passed down from his father, legendary hotelier Stan Bromley, Marc shares why exceptional guest experiences always start with taking exceptional care of employees.

The conversation explores the idea of a true “culture of care” and how it’s built, measured, and sustained. Marc explains how Four Seasons prioritizes employee well-being through clear values, rigorous feedback loops, and biannual employee opinion surveys that are treated as more important than financial or guest satisfaction metrics. The episode also dives into mentorship, hiring for attitude over skill, adapting leadership paths for new generations, and balancing uncompromising standards with empathy and wellness.

Takeaways:

• Prioritize creating a culture of care within your organization. This means placing a high value on caring for employees first, which in turn enhances the customer experience.

• Implement regular employee opinion surveys (at least twice a year) to gauge employee satisfaction and identify areas for improvement. Take this feedback seriously and create action plans based on the results.

• Emphasize the importance of attention to detail among your team. Lead by example and teach your team to notice and address small issues before they become big problems.

• Provide your managers with opportunities to lead by ensuring they are the ones to address issues raised by senior leadership or general managers, rather than bypassing them.

• Focus on hiring for will and training for skill. Invest in continuous training and development programs that align with your organizational culture.

• Create a robust feedback mechanism where employees receive regular and constructive feedback. Recognize and reward good performance, and provide support and training where needed.

• Encourage a work-life balance within your team. Promote wellness initiatives and ensure that employees do not burn out.

“ Not to say we won't move heaven and earth and create legendary, world-class, luxurious, five-star experiences for our guests, but we openly declare that the employee comes first.” - Marc Bromley

Connect with Marc:

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

• Website: https://www.fourseasons.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 do you scale hospitality without losing quality, trust, or operational control?

In this episode, Dan Ryan sits down with Ashley Ching, Founder & CEO of Inhaven, for a deep dive into the hidden limits of scale in hospitality and vacation rentals. They explore why service-based businesses often face diseconomies of scale, what leaders can learn from the rapid rise and fall of business, and how complexity, not competition, is often the true threat to growth. Ashley also shares how Inhaven is redefining standardization, elevating local expertise, and rebuilding trust in vacation rentals through consistent bed, bath, and kitchen experiences.

Takeaways:

• Know when scale becomes a liability. Not every business benefits from getting bigger, evaluate whether growth will increase cost and complexity instead of efficiency.

• Reduce complexity early and often. Streamlined markets, clear standards, and simple operations make it easier to maintain quality and respond to change.

• Invest in strong local operations. Empower teams with on-the-ground knowledge to solve problems quickly and uphold service standards.

• Standardize what matters most. Consistent bed, bath, and kitchen experiences, or their equivalents in your industry, build trust and reduce operational waste.

• Grow with discipline, not impulse. Resist “growth for growth’s sake” and prioritize sustainable expansion rooted in quality, clarity, and long-term value.

“Hospitality is really an expression of honor. It’s how you honor yourself, your team, your guests, and your ancestors.” - Ashley Ching

Connect with Ashley:

• LinkedIn: https://www.linkedin.com/in/ashley-ching-inhaven-b56a843/

• Inhaven’s Company website: https://inhaven.com/

• Inhaven’s Case Study: https://inhaven.com/case-study/

• Inhaven’s Instagram: https://www.instagram.com/inhavenkeep/

• Ashley’s Website: https://ashleyching.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 do you build hospitality experiences, and lead teams, in a way that’s rooted in authenticity, multicultural awareness, and a clear sense of purpose?

In this episode, Dan Ryan sits down with Anna Peretz, Director of Architecture, Design, and Construction at Sonesta International Hotels, to explore her journey from the USSR to Israel to the U.S., and how resilience, cultural diversity, and a passion for people shaped her approach to hospitality. Together, they unpack the balance between design and business realities, the role of authenticity in leadership, and the importance of mentoring future talent while maintaining personal well-being.

Takeaways:

• Lead with authenticity. Genuine care builds trust and creates memorable experiences for guests, teams, and partners.

• Be stubborn about the vision, flexible about the path. Hold your purpose firmly but stay adaptable in how you achieve it.

• Hire and mentor for values. Prioritize authenticity, curiosity, and passion, not just technical skill, when building and developing teams.

• Integrate creative and financial thinking. Understanding business fundamentals helps ensure projects deliver real value and avoid costly misalignment.

• Protect your well-being and relationships. Sustainable leadership requires rest, boundaries, and intentional time for family and personal growth.

“I am going to be stubborn about my vision, but I’m going to be flexible about the way I’m going to get to it.” - Anna Peretz

Connect with Anna:

• LinkedIn: https://www.linkedin.com/in/anna-peretz-mba-leed-ga-65395034/

• Sonesta Hotels Website: https://www.sonesta.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 do you decide where, and whether, to grow in a way that’s strategic, sustainable, and aligned with your organization’s values?

In this episode, Dan Ryan sits down with Paul Sacco, Chief Growth and Development Officer at PM Hotel Group, to unpack the real thought process behind geographic expansion, from evaluating new markets to choosing the right partners. Paul reveals why his team rejects “growth for growth’s sake” and instead relies on a collaborative, intentional model that brings every voice to the table.

He breaks down how they assess operational readiness, including whether nearby assets and staff can support a new deal, and why the quality of the asset, and their ability to truly add value, must pass a high bar. Dan and Paul also explore the importance of long-term owner satisfaction and why alignment in mindset and values is essential before entering any new relationship. This is a grounded look at strategic expansion, operational discipline, leadership, and building partnerships that last.

Takeaways:

• Growth must be intentional. Expansion only works when it aligns with long-term vision, not just short-term metrics.

• Collaboration strengthens decisions. Involving diverse internal stakeholders leads to more thoughtful, well-rounded evaluations.

• Operational readiness is non-negotiable. Entering a market requires existing coverage or the ability to provide hands-on, high-quality oversight.

• Pick opportunities where you can add real value. Focus on assets where your operational expertise creates meaningful impact for owners.

• Choose aligned partners. Working with owners who share your mindset and values builds trust, longevity, and mutually beneficial growth.

“Hospitality isn’t just something we do. Ultimately, it’s who we are. I think it rewards empathy, resilience, and creativity.” - Paul Sacco

Connect with Paul:

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

• PM Hotel Group website: https://pmhotelgroup.com/

• Reach out to Paul: psacco@pmhotelgroup.com

🏨✨ Defining Hospitality is Sponsored by Berman Falk

https://www.bermanfalk.com/

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