The Human Side of Hospitality - Chelsea Hershelman - Coral Tree Hospitality - Episode # 236
“To lead by influence is listening, staying curious and asking good questions.”
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
Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/
The distinction between influence and authority is one most hospitality leaders nod at but rarely practice. What Chelsea describes: listening, asking better questions, knowing when to decide versus when to stay quiet that's the version of leadership that actually scales in this industry. The people doing the hiring don't always see it on a resume. But the teams on the receiving end of it never forget it.
What resonated most was the reminder that the most meaningful careers (and lives) aren’t built by staying in a single lane. Curiosity opens doors, credentials never will. Influence grows from empathy, listening, and asking good questions. And momentum comes from running toward problems, not away from them.
Or, as she put it so simply and beautifully:
“Go out and live this beautiful life.”