Distinguished

BU School of Hospitality Administration
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Welcome to the Distinguished podcast with Dean Arun Upneja of Boston University School of Hospitality Administration. We skip the small talk and get right into the top-of-mind topics in the world of hospitality, including, but certainly not limited to, inflation, recruiting and retaining talent, the wellness and wellbeing of our team and our guests, climate action, and the impact of robotics and AI on the future of Hospitality. And that’s just to name a few. On this show, you’ll hear from executives, general managers, founders, and investors who live and breathe Hospitality. The “distinguished” guests on this podcast represent all areas of our industry, from hotels and restaurants to entertainment and sporting venues, travel and tourism, and of course, a favorite pastime for many of us —shopping — because, to put it simply, Hospitality is at play in most parts of our lives and livelihoods.

  1. 11/21/2025

    The Heart of Hospitality: Bashar Wali on Emotion, Belonging, and What AI Can’t Replace

    Most leaders talk about transforming hospitality. Bashar Wali actually walked away from a $150 million hotel portfolio to do it. The founder of This Assembly, Wali is building a new kind of hospitality ecosystem, one centered on emotion, belonging, and human connection rather than automation and efficiency. In this episode, Dean Arun Upneja speaks with Wali about why the future of hospitality isn’t just digital, but deeply human. From challenging the idea that loyalty can be bought with points to exploring how AI should enhance emotional intelligence, Wali urges leaders to rethink what makes hotels truly memorable.  A celebrated thought leader and frequent speaker at BU SHA, Wali is known for his powerful TED Talk on why “humanity matters more than material luxuries” and for his keynote at the 2024 BU Hospitality Leadership Summit. With more than 20 years of leadership experience at companies like Wyndham International, Starwood, and Provenance Hotels, he continues to inspire the industry with his conviction that hospitality isn’t a transaction; it’s a feeling. And in an AI-driven world, that feeling may be the most valuable asset of all.  Email us at shadean@bu.edu The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, Dean Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations Marketing: Rachel Hamlin, Senior Marketing Manager Research: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 4.0 License http://creativecommons.org/licenses/by/4.0

    49 min

  2. 10/06/2025

    The Four-Pillar Framework for Talent Management in Hospitality: Sarah Diehl on Culture, Values & Leadership

    When Sarah Diehl’s corporate HR role was eliminated, she called it “the best thing that could have happened.” Out of that setback came Empowered Hospitality, a consulting firm dedicated to helping restaurants and hotels build resilient, people-first teams.  In this conversation with Dean Arun Upneja, Sarah shares her four-pillar framework for talent management and explains why culture, onboarding, and employee experience are the true engines of success, whether you’re leading a small neighborhood restaurant or a billion-dollar resort. Her insights remind us that in hospitality, strategy isn’t just about operations or service standards, it’s about how you lead, how you listen, and how you create workplaces where people want to stay and grow.  Email us at shadean@bu.edu The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, Dean Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations Marketing: Rachel Hamlin, Senior Marketing Manager Research: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 4.0 License http://creativecommons.org/licenses/by/4.0

    50 min

  3. 08/04/2025

    Amanda Hyndman, Chief Operating Officer of Mandarin Oriental: Redefining Luxury from the Inside Out

    Imagine walking through the gilded corridors of a legendary hotel—where service feels like an art form, and every guest isn’t just remembered, but known.  Amanda Hyndman has helped shape one of the world’s most admired hotel brands. Beginning her journey with Mandarin Oriental nearly 20 years ago as a general manager, she has built meaningful, memorable guest experiences. Her 2023 appointment as Chief People & Culture Officer underscored Mandarin Oriental’s belief that its people are key stakeholders in the luxury experience. And now, as Chief Operating Officer, she oversees the entire guest journey across continents, blending intuition with precision, and heritage with innovation.  In this episode, Amanda reveals the three essential components of true luxury. Tune it to discover how to embed more “TLC” into every customer experience:  Time – the freedom to simply be Locale (shelter) – a setting where you feel safe, seen, and at ease Care – receiving what your heart desires before you even ask Video and audio production: Jaison Jose of Cocoon Media  Email us at shadean@bu.edu The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, Dean Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations Marketing: Rachel Hamlin, Senior Marketing Manager Research: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 4.0 License http://creativecommons.org/licenses/by/4.0

    37 min

  4. 07/22/2025

    Ed Brown, CEO of Restaurant Associates: The Right Ingredients for Hospitality at Scale

    Although he wears the CEO suit and title, Ed Brown counters that he’s a chef at heart. He has bridged the world of white-tablecloth fine dining and high-scale institutional foodservice, without losing the soul of either.  Ed Brown began his career behind the line, rising through the world of fine dining to earn national acclaim as Executive Chef at The Sea Grill at Rockefeller Center. That same philosophy — care, craft, and clarity of purpose — now underpins his leadership as CEO of Restaurant Associates or R/A, a subsidiary of Compass Group, the nation’s largest family of foodservice and facilities services companies.  Learn what it takes to think big, and all the while, stay grounded in the principle of making quality, fresh, and sustainable ingredients taste delicious.  Research: Lan Lu, PhD  Video and production: Jaison Jose of Cocoon Media  Email us at shadean@bu.edu The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, Dean Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations Marketing: Rachel Hamlin, Senior Marketing Manager Research: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 4.0 License http://creativecommons.org/licenses/by/4.0

    43 min

  5. 12/19/2024

    George Poll on Building Distinctive Dining Experiences from Long Island to Miami

    George Poll has spent decades building some of Long Island’s most celebrated restaurants. Alongside his brother, he’s crafted iconic dining experiences from Bryant & Cooper Steakhouse to Toku Modern Asian, blending culinary creativity with sharp business acumen. Recently, George took his expertise to Miami, where the journey to open Toku wasn’t exactly smooth sailing—facing all the challenges that come with launching in a new city.  This episode is a masterclass in the fine balance between tradition and innovation, the intense planning behind every design choice, and the hurdles that come with launching each new restaurant. Through stories of teamwork, resilience, and a relentless drive to improve, George offers listeners an unfiltered look inside the restaurant business. George Poll is an alumnus of BU School of Hospitality Administration’s first graduating class and serves on the school’s Dean’s Advisory Board member. George also played on BU’s football team, which is no longer, but that story is for another podcast!  Email us at shadean@bu.edu The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, Dean Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations Marketing: Rachel Hamlin, Senior Marketing Manager Research: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 4.0 License http://creativecommons.org/licenses/by/4.0

    39 min

  6. 12/04/2024

    Unlocking Ultra-Luxury with Managing Director Luigi Romaniello on the Grand Reopening of the Waldorf Astoria New York

    Set to reopen after a seven-year restoration, the Waldorf Astoria New York is poised to redefine ultra-luxury hospitality. In this episode, Managing Director Luigi Romaniello takes us through the journey of bringing the Waldorf Astoria back to life, from restoring storied frescoes and architectural details to creating highly personalized experiences for today’s sophisticated travelers. He shares his philosophy on ultra-luxury, emphasizing service precision, meaningful guest connections, and the challenge of meeting modern expectations while preserving the hotel’s legendary charm.   For anyone fascinated by hospitality, architecture or New York’s history, this conversation unveils the layers of passion and detail behind the Waldorf’s remarkable revival.  Email us at shadean@bu.edu The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, Dean Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations Marketing: Rachel Hamlin, Senior Marketing Manager Research: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 4.0 License http://creativecommons.org/licenses/by/4.0

    38 min

  7. 11/05/2024

    Inhospitable? Redefining Service in Luxury Hospitality with Kate Buhler, Founder and President of Profitable to Train

    Kate Buhler, founder and president of Profitable to Train, is a leading expert in hospitality service excellence and profitability. With decades of experience across luxury brands including Four Seasons, Ritz-Carlton, Rosewood Hotels & Resorts, Baccarat, Peninsula, and Bulgari, Kate is known for her unique approach to training that drives both employee satisfaction and financial success. Her new book, Inhospitable: Lessons Learned from a Lifetime in Service, tackles a critical question in the industry: why is great service often so hard to come by?  In this episode, Dean Arun Upneja engages in a thought-provoking conversation with Kate about the evolving landscape of hospitality, the critical role of the human touch in a tech-driven world, and how her “Profitable to Train” method helps businesses unlock untapped potential. Kate also shares insights on bridging generational gaps in service expectations, strategies for meaningful revenue management, and advice for rising professionals.   Email us at shadean@bu.edu The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, Dean Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations Marketing: Rachel Hamlin, Senior Marketing Manager Research: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 4.0 License http://creativecommons.org/licenses/by/4.0

    40 min

  8. 10/28/2024

    Aldau Development: Modern Hospitality Meets Millennia-Old Treasures

    Aldau Development has earned a reputation for excellence in both Real Estate and Hospitality, with developments in Egypt and the United Kingdom. Their strategic partnerships with marquee brands such as Hyatt International, IHG, and Deutsche Hospitality have further cemented their standing internationally.  Boston University School of Hospitality and Questrom School of Business designed a customized Executive Education program for Aldau -- a testament to Aldau's commitment to leadership and entrepreneurship. In this podcast, Dean Arun Upneja talks with Tarek El Masry, Chief Operating Officer, and Mario Larese, Director of Development & Technical Services, about Aldau's vision for bringing excellence in hospitality to real estate projects.  Email us at shadean@bu.edu The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, Dean Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations Marketing: Rachel Hamlin, Senior Marketing Manager Research: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 4.0 License http://creativecommons.org/licenses/by/4.0

    38 min
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About

Welcome to the Distinguished podcast with Dean Arun Upneja of Boston University School of Hospitality Administration. We skip the small talk and get right into the top-of-mind topics in the world of hospitality, including, but certainly not limited to, inflation, recruiting and retaining talent, the wellness and wellbeing of our team and our guests, climate action, and the impact of robotics and AI on the future of Hospitality. And that’s just to name a few. On this show, you’ll hear from executives, general managers, founders, and investors who live and breathe Hospitality. The “distinguished” guests on this podcast represent all areas of our industry, from hotels and restaurants to entertainment and sporting venues, travel and tourism, and of course, a favorite pastime for many of us —shopping — because, to put it simply, Hospitality is at play in most parts of our lives and livelihoods.

Information

  • Creator
    BU School of Hospitality Administration
  • Years Active
    2023 - 2025
  • Episodes
    36
  • Rating
    Explicit
  • Copyright
    © 2025 Distinguished
  • Show Website
    Distinguished