Audio Links:
Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id157359638
What does the modern guest owe a host, and have we lost sight of that half of the equation?
Colleen Rafferty is the President of Tourists, an award winning hotel in North Adams, Massachusetts that has earned two Michelin Keys and national recognition from outlets like Vanity Fair. She rose through the ranks from guest experience manager to the top leadership seat, helping build a culture so strong that her own team members have collectively logged 40 years of tenure at a hotel that has only been open eight. Beyond the hotel, Colleen is leading a new pilot childcare program funded by the state of Massachusetts in partnership with the Governor's Office, built specifically for hospitality workers whose schedules don't run Monday through Friday, 9 to 5.
Takeaways:
Treat hospitality as a two way relationship, not a one way transaction. The best experiences happen when host and guest each bring something to the table, so give guests the space to be partners in the experience rather than just recipients of service.
Invest in staff retention like it’s your product. When Colleen focused on generous benefits, tenured healthcare, and a real career path, her team’s longevity became the consistency guests notice most.
Don’t try to solve every problem alone. Colleen’s biggest breakthroughs came from calling other operators to ask if they were facing the same struggles, then working the problem from the root instead of white knuckling it solo.
Small, sensory details matter as much as big design choices. Something as simple as how a property smells can shape a guest’s entire impression, so don’t overlook the details that are easy to miss.
Growth should protect the culture that made you successful, not dilute it. As Tourists considers new locations, Colleen’s focus stays on keeping the same close, hands on relationship between leadership, staff, and guests that built the brand’s reputation in the first place.
Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.
"This isn't really about you. This is about this moment and what the space can provide and what the guest is looking for." - Colleen Rafferty
Impact estimates vary by project. For the most up-to-date figures, please refer to the transcript
Connect with Colleen:
Guest’s LinkedIn: https://www.linkedin.com/in/colleen-rafferty-88603072/
Guests Website: https://www.touristswelcome.com/
🏨✨ Defining Hospitality is Sponsored by BERMANFALK
Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/