Defining Hospitality – Details, episodes & analysis

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Defining Hospitality

Defining Hospitality

Dan Ryan

Arts
Arts

Frequency: 1 episode/7d. Total Eps: 209

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Welcome to Defining Hospitality, the podcast focused on highlighting the most influential figures in the hospitality industry. In each episode we provide 1 on 1, in depth interviews with experts in the industry to learn what hospitality means to them. We feature expert advice on working in the industry, behind the scenes looks at some of your favorite brands, and in depth explorations of unique hospitality projects. Defining Hospitality is hosted by Founder and CEO of Agency 967, Dan Ryan. With over 30 years of experience in hospitality, Dan brings his expertise and passion to each episode as he delves into the latest trends and challenges facing the industry. Episodes are released every week on Wednesday mornings. To listen to episodes, visit https://www.defininghospitality.live/ or subscribe to Defining Hospitality wherever you get your podcasts.
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  • 🇺🇸 USA - design

    25/07/2025
    #49

  • 🇺🇸 USA - design

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    #31

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    #60

  • 🇺🇸 USA - design

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  • 🇬🇧 Great Britain - design

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Crafting Authentic Southern Hospitality - Amy Michaelson Kelly - Defining Hospitality - Episode # 166

Episode 166

vendredi 30 août 2024 • Duration 51:40

In this episode, Dan Ryan interviews Amy Michaelson Kelly, a former litigator turned hotel developer and Principal of Hatteras Sky. Amy shares her path from practicing law to creating unique hospitality experiences in Asheville, North Carolina. She’s developed the Radical and Zelda Dearest hotels, both providing unique hotel experiences. Amy discusses the importance of community involvement, storytelling in hotel branding, and balancing compliance with creativity. She also talks about her firm's upcoming project, the Asher Adams Hotel in Salt Lake City, Utah. Throughout the conversation, Amy highlights the value of intentionality in independent hotels, the significance of making guests feel celebrated, and the influence of her legal background on her hospitality ventures.


Takeaways: 

  • Storytelling can differentiate a business and create unique connections with clients, especially in the hospitality industry, where narratives can enhance the guest experience significantly.
  • True hospitality goes beyond mere accommodation; it involves making people feel truly welcome and cared for, often through personal touches and attention to detail.
  • Leaders should not be afraid to take risks and venture into creative territories.
  • Successful leadership often involves balancing rigorous compliance and technical demands with creative freedom. This ensures both operational excellence and innovative guest experiences.
  • Building and maintaining good relationships with local communities and stakeholders is crucial. Engaging with and listening to community members can lead to more sustainable and accepted development projects.
  • Flexibility is essential in adapting to new market demands and trends, such as the shift from traditional office spaces to more dynamic living and working environments.
  • Commit to continuous learning and personal growth. Leaders should seek opportunities to expand their knowledge and skills.


Quote of the Show: “I love to be underestimated. It’s my favorite thing.” - Amy Michaelson Kelly


Links:

Shout Outs:

Ways to Tune In: 

Hospitality Through Empathy - Malcolm Berg - Defining Hospitality - Episode #165

Episode 165

jeudi 1 août 2024 • Duration 01:01:12

Today, Dan finally gets to sit down and talk with Malcolm Berg, who is not only a designer, but an entrepreneur who founded Edge of Architecture. He is all about pushing the boundaries and innovating to the next degree. Malcolm provides his insights on hospitality and how important it is to bring empathy and human connection to the forefront of design and architecture. The conversation also delves into the significance of gratitude, the role of mentorship at EOA, and the enduring philosophy of reflecting values and unity in their projects. Listen along to hear Malcolm and Dan’s conversation!


Takeaways: 

  • Cultivate empathy within your team and client relationships. Understanding and responding to people's needs and emotions is crucial for creating meaningful work and strong bonds.
  • Strive beyond good enough. Aim for spectacular and aim to create experiences and designs that evoke strong, positive reactions.
  • Hire people for their enthusiasm, work ethic, and potential rather than just their current skills or experience. Develop a culture of mentorship to nurture growth from within.
  • Work with stakeholders, including clients and team members, who share similar values and vision. Avoid relationships that are purely transactional or financially driven.
  • Emphasize continuous learning and innovation. Do not settle into a routine; constantly push the boundaries to stay ahead in a world that is rapidly changing.
  • Develop a strong, cohesive concept as the foundation for all your design elements. This helps maintain a consistent narrative and creates a more immersive experience.

Quote of the Show:

“It’s how you behave in the trenches that kind of makes you who you are. Things are going to go sideways, shit happens. It’s how you fix it that counts.” - Malcolm Berg


Links:

Shout Outs:

Ways to Tune In: 

Building A Legacy Of Hospitality - John Hardy - Defining Hospitality - Episode # 156

Episode 156

mercredi 29 mai 2024 • Duration 01:06:20

Joining the show this week is an industry titan who is shaping the next generation of hospitality professionals. Our guest is none other than Founder of the Radical Innovation hospitality awards, Founder and Chairman of the Hardy Group, John Hardy!


John joins Host Dan Ryan to discuss the importance of innovation and creativity. John reflects on his journey, the challenges, and triumphs of innovative hospitality development, and the future trends shaping the industry. Discover his insights on creating unique, experiential hotels and the importance of continual innovation.

Takeaways: 

  • Hospitality is about how you treat guests whether they are in your house or hotel. It is about making them feel comfortable, providing for their needs, and surprising them with extras. 
  • Innovation in the hotel industry often comes from outsiders rather than industry insiders, encouraging radical thinking. Creativity thrives when intuition guides decision-making, paving the way for unconventional ideas to flourish.
  • Innovation often arises from challenging industry norms and embracing creativity. Embrace unconventional thinking and foster a culture of innovation to drive progress and success in your endeavors.
  • The shift towards experiential accommodations like AutoCamp and Airbnb reflects a growing trend among younger consumers who are less brand loyal. To stay competitive, big brands are adapting to offer unique experiences tailored to this trend.
  • Embrace risk, dedication, and innovative ideas to drive success. The people who will drive the industry forward are those who are willing to put in the time and effort and aren’t afraid to risk failure. 
  • In challenging times with fluctuating interest rates, it's an opportunity to elevate deal-making skills and seize smarter opportunities for future success. Success lies in mastering both the risk and reward game throughout fluctuating cycles.

Quote of the Show:

  • “I never let somebody second guess what I thought was the right thing to do.” - John Hardy

Links:

Shout Outs:


Ways to Tune In: 

An Experiment of Community - Josh Held - Episode # 066

Episode 66

mercredi 17 août 2022 • Duration 45:54

Today’s guest has a passion for hospitality. He spearheads Wimberly interior’s entertainment, gaming, nightlife F&B, and retail design environment. Josh Held is the Vice President & Director of Entertainment at Wimberly Interiors. Josh joins the host Dan Ryan to share his passion for community and his hospitality journey.


Takeaways: 

  • The spaces that are being made in hospitality are all about making connections with others in the same space.
  • When you think about the places you tend to go back to as a guest, you go back there because you feel comfortable and it gives you a sense of belonging.
  • Burning Man created a sort of petri dish of a community with all different groups of people coming together with a common interest.
  • It’s important to open your mind and let go of preconceived notions of the world around you and instead see the experiences around you and build upon the world with that.
  • The best ideas often come from when you aren’t trying so hard to come up with an idea. Giving your mind space to breathe is an indispensable tool. 
  • The future is undefined and unpredictable, which makes it exciting for people in the hospitality industry to try and innovate for the future. 
  • Don’t be afraid to push the limit. You need to be confident and know your stuff, but pushing the boundaries is the only way to innovate with new ideas.


Quote of the Show:

 

5:59 “Think about the places that you tend to go back to as a guest. Just as being a normal person who interacts with spaces, you tend to go back to the places that make you feel comfortable, that give you that sense of belonging there.”


Links:

 

 

Shout Outs:

 

8:09 Marque in New York

17:29 David Allen

32:58 Rockwell Group

33:00 David Rockwell

33:02 David Mexico


Ways to Tune In: 

 

Defining Hospitality is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Backdrops to Memories - Marc DeSmet - Episode # 065

Episode 65

mercredi 3 août 2022 • Duration 46:48

Today’s guest is highly skilled at space planning. He is known for fostering excellence within his design team and uses a client's creativity, focus and experience to turn their dreams into a reality. Marc DeSmet is the Associate Principal at TruexCullins Architecture + Interior Design. Marc joins host Dan Ryan to share his #hospitality journey and what it all means to him  


Takeaways: 

  • Where you live in the world will influence the way you look at your design space, a faster paced environment will feel and produce a different look than a slower one.
  • Hospitality isn’t just about little gift baskets in hotel rooms or flowers. It’s a feeling of welcoming and greeting someone to make them feel comfortable.
  • Hospitality is about creating backdrops for memories. You want to create a positive memory for your guests and have it be something they look back upon fondly. 
  • Music can play a large role in hospitality as well, as it can influence the way a setting is received by a guest.
  • As an architect, it’s important to consider projects that are longer form and can be multi-generational as that can allow the space to really develop.
  • You want to create a location that people will want to go back to over and over again. 
  • Net Zero hotels are starting to be looked at as the way of the future for hotels to help the environment.


Quote of the Show:

 

9:24 “I don't think of it as a thing anymore. I think it's not a noun. Hospitality is a verb. It's an action of greeting. It's an action of welcoming.”

 

Links:


Shout Outs:

 

0:54 Jeffrey Beers

4:37 Platinum Circle Awards

4:52 Larry Traxler

14:31 Rockwell Group

14:34 David Mexico

15:26 Mies van der Rohe

15:27 Louis Kahn

15:47 Morris Lapidus

15:58 Philip Johnson

19:20 The Cliff House

23:12 Hotel Jackson

23:59 Omni Mount Washington

26:13 Foundation Hotel

27:13 Simone Deerie

27:53 KISS

29:57 RGA Loyal 

31:16 Phish

32:25 Mike Gordon

40:38 Hotel Marcel


Ways to Tune In: 

 Defining Hospitality is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Tales of The City - Barry Sullivan - Episode # 064

Episode 64

mercredi 27 juillet 2022 • Duration 01:22:05

Today’s guest is responsible for guiding the design of all North American projects for the Canopy, Tempo and Motto brands at Hilton. He has a fabulous eye for interior design and it shows in his work. Barry Sullivan is The Senior Director of Lifestyle at Hilton Worldwide. Barry joins host Dan Ryan to share his #hospitality journey and what it all means to him. 


Takeaways: 

  • Hospitality is about making others feel comfortable in a place that is unfamiliar to them or a new environment. You want them to find the versions of the things they find familiar in a new setting.
  • People gravitate towards areas that they are most comfortable with. You want to create a sense of comfort with them.
  • A soft brand is a hotel that can be whatever it wants to be but the infrastructure might not be all the same.
  • As your business grows, you need to keep your passion alive and be involved enough for it to grow in the right direction and not lose sight of the ultimate goal and culture.
  • The pandemic has made some projects go on longer than were originally planned, so you want to make sure you are ready for a project to be extended in certain cases.
  • It’s a rewarding experience to see a hotel from the beginning all the way to the finished project.
  • How you treat your team members is how they will treat guests. You want to make sure you are taking care of the team so they can give the guests their best experiences.


Quote of the Show:

 

12:16 “Hospitality is making people feel comfortable, or my definition is making them feel comfortable, welcome, and warm in an environment that's not their own.”


Links:


Shout Outs:

0:57 Steve Higgins

1:11 Jim Northcut

2:04 Linda Ronstadt

2:13 Harry Dean Staton

2:19 Kevin Bacon

2:43 Eda Hallinan

2:50 Armistead Maupin’s “Tales of the City”

6:03 Wimberly

31:44 Larry Traxler

32:29 Sue Firestone

32:42 Design One

32:57 James Northcut Associates

42:24 Margaret McMahon

44:05 Small Giants by Bo Burlingham

49:54 Chris Nassetta

51:14 Conrad Hilton


Ways to Tune In: 

 Defining Hospitality is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Changing Institutional Practices - Dieter Cartwright - Episode # 063

Episode 63

mercredi 20 juillet 2022 • Duration 59:02

Today’s guest started his hospitality career in hospitality by working in High Rise architecture, but quickly became a hospitality wizard. He has an eye for decatant design. Dieter Cartwright is a Partner at Dutch East Design. Dieter joins host Dan Ryan to talk about his journey through #hospitality and what it all means to him.


Takeaways: 

  • You want to design a place where people can gather and enjoy their experience.
  • As the designer, you can build a beautiful space but it is up to the owner and manager to maintain it and keep it lively.
  • When designing a space, don’t be afraid to hand it over to and acknowledge someone else’s direction.
  • You want to create an environment that doesn’t alienate people but instead it bring others together.
  • Net Zero is a goal to go away from the dependency on fossil fuels and rather sustainable ways of providing energy.
  • The barriers to any change are institutional practices. If you surround yourself with the right team you can help to change things for the better.
  • Whatever you are considering building, none of it possible without the use of energy.


Quote of the Show:

 

9:59 ​​”As a designer, we can build the car, we can give you the keys, but you have to drive it.”


Links:


Shout Outs:

 

0:48 David Kaplan

0:50 Death and Company

1:33 Demond

3:07 Setting the Table by Danny Meyer

17:19 Hotel Marcel

19:15 Tapestry by Hilton

29:54 Rich, Brilliant and Willing

32:44 Bruce Becker

39:15 Mindclick


Ways to Tune In: 

 

Defining Hospitality is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Diversity of Experiences - Greg Keffer - Episode # 062

Episode 62

mercredi 13 juillet 2022 • Duration 55:45

Today’s guest loves to take on new and unfamiliar typologies and approach them from a hospitality point of view. He has combined strengths in architecture and interior design. Greg Keffer, the Partner at Rockwell Group, leads design studios in the firm’s New York and Madrid offices. Greg joins host Dan Ryan to talk about #hospitality and what it all means to him.


Takeaways: 

  • You want to surround yourself with people who view projects in a different way than you and bring something new to the table.
  • At the end of the day, hospitality helps to bring out the commonality and real life experiences that connect people.
  • Hospitality is all about bringing people together. There is a lot going on in the world now and hospitality can help ease the stress and find the common bond between people.
  • You need to consider the needs of your clients as every project and client is going to require a different approach.
  • When creating a hospitality space, it needs to be unique and create a memorable experience for the guests so they want to come back.
  • We all get caught up in our day to day lives but it’s important to take time to show gratitude and appreciation.
  • There is a larger sense of community now in the hospitality industry, and it’s important to be engaged with the community you are in.


Quote of the Show:

 

6:53 “To me, the true reason hospitality exists is to bring people back together. We need spaces and places and something that is a common bond between people.”


Links:

 

Shout Outs:

4:40 Imagination Playground

10:17 Neuehouse.com

10:31 WeWorks

11:31 Union Square Cafe

11:32 Danny Meyer

15:42 Glen Coben

19:32 Skidmore

19:45 Eva Maddox

20:21 Todd DeGarmo

20:35 David Rockwell

28:55 Empire Diner

37:57 Aluminairium

45:56 Aaron Richter

45:58 Equinox Hotel

47:18 Nobu Hotels


Ways to Tune In: 

Cabinet of Curiosities - Rado Ivanov - Episode # 061

Episode 61

mercredi 6 juillet 2022 • Duration 01:03:16

Today’s guest has a keen eye for design as well as being an innovator in the hospitality industry. He is a licensed architect with the American Institute of Architects. Rado Ivanov is the Vice President of Global Design for the USA and Canada at Marriott International. Rado joins host Dan Ryan to talk about his journey through #hospitality and what it all means to him.


Takeaways: 

  • When designing a space, you want to think about making that space feel like a home and feel welcoming.
  • We as humans are very good at pointing out things that we don’t like, but we can’t really define things we do like.
  • Hospitality is an experience. It is something that affects all the major 5 senses in a good way and leaves a lasting impression.
  • Hospitality makes the world a smaller and better place through the power of travel. 
  • You want people to feel comfortable with the space they are in. You don’t want to make it cold and impersonal.
  • The cabinet of curiosities is a wall that shows items that are related to the people who work at the Marriott hotels.
  • With the latest innovations in technology, there is a lot interesting ways you can incorporate that into a hotel room, ie 


Quote of the Show:

 

12:28 “Hospitality to me is an experience.”

 

 

Links:


Shout Outs:

 

1:18 Marriott Bethesda Downtown at Marriott HQ

3:15 Arne Sorenson

7:25 Ty Breland

10:36 Jeff Voris

24:08 David Aleman

33:16 Gensler

48:47 AC Marriott

48:48 Courtyard Marriott


Ways to Tune In: 

Surprise & Delight - Josiah Mackenzie - Episode # 060

Episode 60

mercredi 29 juin 2022 • Duration 01:11:13

Today’s guest began his journey through hospitality working in a small property on the California coast and then built the number one hotel marketing blog in the world. He’s the publisher of Hospitality Daily, which is dedicated to helping hoteliers provide better guest experiences. Josiah Mackenzie is the Principal at Benchmark Research Partners, and he joins host Dan Ryan to share his experiences and passion about #hospitality and what it all means to him.


Takeaways: 

  • Hospitality is a gift that you can give to others. It is the feeling of safety, of being creatively free and being inspired by others and what is around you.
  • The hospitality career path is more steep than it has ever been now and that makes it a perfect time to join this industry.
  • People who work in the hospitality industry have a desire to meet new people from across the world and serve these people. 
  • Hospitality is something that you learn from observation and seeing how the professionals handle themselves and clients.
  • When designing a great guest experience it is important to focus on the F&B moments as those can allow you to create moments to surprise and delight guests
  • Hospitality isn’t just welcoming people to your hotel. There is a lot of behind the scenes work that goes into getting everything.
  • Real estate is becoming a better environment to work in and it is worth investing your money into hospitality.


Quote of the Show:

 

2:21 “I think hospitality at its core is really a gift. It's a feeling of being safe, of being free, of being inspired.”


Links:

 


Shout Outs:

 

1:00 Skift

1:28 Andrew Benioff

1:30 Independent Lodging Congress

3:55 Aaron Richter

3:58 Equinox

13:34 Adele Gutman

15:41 The Grand Hotel

16:47 Remington Hotels

20:56 Horst Schulze

35:25 Sweet Green

37:26 Hoxton Hotels

38:14 Sharan Pasricha from Ennismore

38:52 IHG

38:58 Kimpton

40:45 Zoku


Ways to Tune In: 

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