Defining Hospitality

Dan Ryan
  • 4.9 (72)
  • DESIGN
  • UPDATED WEEKLY

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.

  1. Hospitality’s Innovative Playground - Glenn Nowak - University of Nevada Las Vegas - Episode # 237

    3D AGO

    Hospitality’s Innovative Playground - Glenn Nowak - University of Nevada Las Vegas - Episode # 237

    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. Quote of the Show: “There isn’t a formula on how to teach this… if it becomes formulaic, it can’t produce the same aha effect.” - Glenn Nowak Links: LinkedIn: https://www.linkedin.com/in/glenn-nowak-phd-a96117105/  Company website: https://aeroai.io/   Shout Outs: 1:12 - University of Nevada, Las Vegas (UNLV) https://www.unlv.edu/1:30 - Radical Innovation https://www.radicalinnovation.com/1:49 - The Flamingo Las Vegas https://www.caesars.com/flamingo-las-vegas1:49 - M Resort https://www.themresort.com/1:49 - Caesars https://www.caesars.com/18:20 - Learning from Las Vegas (Book) https://mitpress.mit.edu/9780262720069/learning-from-las-vegas/ 26:40 - The Sphere https://www.thesphere.com/28:13 - Madison Square Garden (MSG) https://www.msg.com/28:20 - James Dolan https://www.sphereentertainmentco.com/leadership/james-dolan/ 28:30 - New York Knicks https://www.nba.com/knicks28:50 - Phish (band) https://phish.com/29:02 - Luxor Las Vegas https://www.luxor.com/38:53 - Hard Rock https://www.hardrock.com/39:13 - The Mirage https://casino.hardrock.com/las-vegas 44:08 - Aero AI https://aeroai.io/52:27 - Revit (Autodesk) https://www.autodesk.com/products/revit/52:27 - SketchUp https://www.sketchup.com/62:30 - Jacques Derrida (philosopher)62:50 - Clark County School District https://www.ccsd.net/63:50 - Tesla (tunnels) https://www.tesla.com/ 🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/  Ways to Tune In:  Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

    1h 5m
  2. The Human Side of Hospitality - Chelsea Hershelman - Coral Tree Hospitality - Episode # 236

    JAN 28

    The Human Side of Hospitality - Chelsea Hershelman - Coral Tree Hospitality - Episode # 236

    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. Quote of the Show: “To lead by influence is listening, staying curious and asking good questions.” - Chelsea Hershelman Links: LinkedIn: https://www.linkedin.com/in/chelsea-hershelman-a0639656/  Company website: https://www.coraltreehospitality.com/  Shout Outs: 3:27 - Coral Tree Hospitality https://www.coraltreehospitality.com/ 19:47 - Ace Hotels https://acehotel.com/ 20:43 - NEWH https://newh.org/ 20:48 - Colorado Hotel & Lodging Association https://www.chla.com/ 25:44 - The National Park Service https://www.nps.gov/index.htm 29:01 - Brené Brown https://brenebrown.com/ 29:56 - The Rotary Club https://www.rotary.org/en 32:57 - Daring Greatly https://brenebrown.com/book/daring-greatly/ 33:06 - Theodore Roosevelt https://www.whitehousehistory.org/bios/theodore-roosevelt 44:40 - Outbound Hotels https://outboundhotels.com/ 53:51 - Hilton https://www.hilton.com/en/  🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/  Ways to Tune In:  Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

    57 min
  3. Leading Through Exploration and Service - Richard Wiese - The Explorer’s Club - Episode # 235

    JAN 21

    Leading Through Exploration and Service - Richard Wiese - The Explorer’s Club - Episode # 235

    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. Quote of the Show: “Part of the perspective of exploration is also seeing something that you've seen often through a new set of eyes." - Richard Wiese Links: 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/  Shout Outs: 4:11 - Apollo 13 https://www.imdb.com/title/tt0112384/ 4:28 - Neil Armstrong https://www.nasa.gov/humans-in-space/astronauts/former-astronauts/former-astronaut-neil-a-armstrong/ 6:04 - Mount Kilimanjaro https://www.climbing-kilimanjaro.com/ 8:45 - National Geographic https://www.nationalgeographic.com/ 8:58 - Jane Goodall https://janegoodall.org/ 11:01 - Buzz Aldrin https://www.nasa.gov/wp-content/uploads/2016/01/aldrin_buzz.pdf 11:06 - Prince Albert of Monaco https://www.palais.mc/en/princely-family/h-s-h-prince-albert-ii/biography-1-5.html 13:19 - Brown University https://www.brown.edu/ 23:09 - The Emmys https://theemmys.tv/ 31:00 - Rolex https://www.rolex.com/en-us 31:02 - Microsoft https://www.microsoft.com/en-us 31:27 - Armani Hotel, Dubai https://www.armanihotels.com/en/hotels/armani-hotel-dubai/ 33:37 - The Eiffel Tower https://parisjetaime.com/eng/culture/la-tour-eiffel-p3486 41:41 - The James Beard Foundation https://www.jamesbeard.org/ 42:53 - The Africa Foundation https://africafoundation.org/ 44:13 - Abercrombie and Fitch https://www.abercrombie.com/shop/us 49:17 - BBC https://www.bbc.com/  🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/  Ways to Tune In:  Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

    57 min
  4. The Future of Hospitality Is Intelligent Tech - John Duffield - Radical Innovation - Episode # 234

    JAN 14

    The Future of Hospitality Is Intelligent Tech - John Duffield - Radical Innovation - Episode # 234

    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 at Signal Two and an Advisory Board Member at Radical Innovation. 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. Quote of the Show: “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 Links: 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/    Shout Outs: 3:17 - Javits Center, New York https://javitscenter.com/ 3:18 - BDNY (Boutique Design New York) https://bdny.com/ 7:07 - Cleveland Clinic https://my.clevelandclinic.org/ 9:05 - Mayo Clinic https://www.mayoclinic.org/ 9:08 - Memorial Sloan Kettering https://www.mskcc.org/ 10:55 - Hartford Healthcare https://hartfordhealthcare.org/ 12:19 - New York Presbyterian https://www.nyp.org/ 14:17 - Apple Watch https://www.apple.com/watch/ 15:29 - South by Southwest https://sxsw.com/ 18:25 - Whoop https://www.whoop.com/us/en/ 18:27 - Oura Ring https://ouraring.com/ 26:28 - Equinox Hotels https://equinox-hotels.com/ 30:15 - BCG (Boston Consulting Group) https://www.bcg.com/ 30:16 - Google https://www.google.com/ 33:13 - LVMH https://www.lvmh.com/en 33:51  Apple https://www.apple.com/ 34:45 - Pepsi https://www.pepsico.com/ 36:43 - SHA Wellness https://shawellness.com/en/ 42:36 - Snoop Dog https://en.wikipedia.org/wiki/Snoop_Dogg 42:37 - Martha Sterwart https://en.wikipedia.org/wiki/Martha_Stewart 42:49 - Hilton https://www.hilton.com/en/ 42:50 - Paris Hilton https://en.wikipedia.org/wiki/Paris_Hilton 42:53 - Formula One https://www.formula1.com/ 43:22 - Four Seasons Hotels https://www.fourseasons.com/ 45:56 - ATM Dubai (Arabian Travel Market) https://www.wtm.com/atm/en-gb.html#/ 46:44 - Boeing https://www.boeing.com/ 51:39 - Taylor Swift https://www.taylorswift.com/ 54:05 - Terminator 2: Judgement Day https://www.imdb.com/title/tt0103064/  🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/  Ways to Tune In:  Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

    1h 3m
  5. Building Resilient Hotel Investment Models - Hugh Taylor - Michels & Taylor - Episode # 233

    JAN 7

    Building Resilient Hotel Investment Models - Hugh Taylor - Michels & Taylor - Episode # 233

    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. Quote of the Show: “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 Links: LinkedIn: https://www.linkedin.com/in/hugh-taylor-obe-994bb7288/  Company website: https://michelsandtaylor.com/  Shout Outs: 1:49 - OBE (Officer of the Order of the British Empire) https://www.gov.uk/honours/types-of-honours-and-awards 2:33 - Hilton https://www.hilton.com/en/ 11:14 - St. Pancras Hotel, London https://www.marriott.com/en-us/hotels/lonpk-st-pancras-london-autograph-collection/overview/ 12:02 - Chateau Marmont, LA https://www.chateaumarmont.com/ 12:02 - The Mercer, New York https://mercerhotel.com/ 16:35 - Blackstone https://www.brehotels.com/ 18:57 - Grand Metropolitan Hotels https://www.grandmethotels.com/ 19:09 - Diageo https://www.diageo.com/en 19:20 - Savoy (London) https://www.fairmont.com/en/hotels/london/the-savoy.html 19:23 - Jumeirah (Middle East) https://www.jumeirah.com/en 19:27 - Strategic Hotels https://www.strategichotels.com/ 24:11 - Oak Tree Capital https://www.oaktreecapital.com/ 24:15 - Abu Dhabi Investment Authority (ADIA) https://www.adia.ae/ 25:56 - Rothschild https://www.rothschildandco.com/en/ 25:31 - Royal Bank of Scotland (RBS) https://www.rbs.co.uk/ 31:13 - Michels & Taylor https://michelsandtaylor.com/ 1:03:49 - IHG (InterContinental Hotels Group) https://www.ihg.com/hotels/us/en/reservation 1:03:50 - Holiday Inn Express https://www.ihg.com/holidayinnexpress/hotels/us/en/reservation?adobe_mc=MCMID%3D32481982626910040562684351706170738292%7CMCORGID%3D8EAD67C25245B1870A490D4C%2540AdobeOrg%7CTS%3D1767640921 1:03:53 - Marriott https://www.marriott.com/default.mi 1:10:10 - Penn State University https://www.psu.edu/  🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/  Ways to Tune In:  Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

    1h 15m
  6. Hospitality Starts With People - Thomas Healy - Rockbridge Hospitality Management - Re-Air

    12/31/2025

    Hospitality Starts With People - Thomas Healy - Rockbridge Hospitality Management - Re-Air

    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.Quote of the Show: “Hospitality is that simple.  It's about putting yourself second and putting others first.” - Thomas Healy Links: LinkedIn: https://www.linkedin.com/in/thomas-healy-aabb135/ Website: https://www.rockbridgeholdings.com/  Shout Outs: 0:47 - Diamond Rock Hospitality https://drhc.com/ 0:49 - Strategic Hotels and Resorts https://strategichotels.com/ 0:50 - Hyatt https://www.hyatt.com/ 2:45 - Independent Lodging Congress https://ilcongress.com/ 21:17 - Marriott https://www.marriott.com/default.mi 21:18 - Four Seasons https://www.fourseasons.com/ 21:19 - Ritz Carlton https://www.ritzcarlton.com/ 21:20 - Hilton https://www.hilton.com/en/ 23:54 - Havana Cabana https://www.havanacabanakeywesthotel.com/ 34:54 - Goldman Sachs https://www.goldmansachs.com/ 46:01 - Adolphus https://www.adolphus.com/ 52:12 - Pelotonian https://thepelotonian.com/ 52:13 - RTRX https://rtrx.co/ 58:34 - Outlive https://peterattiamd.com/outlive/ 58:44 - Dr. Attia https://peterattiamd.com 1:03:12 - Flax Trust http://flaxtrust.com/ 1:04:39 - Art Rooney https://en.wikipedia.org/wiki/Art_Rooney  🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/  Ways to Tune In:  Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

    1h 10m
  7. Leadership and Legacy in Hospitality - Marc Bromley - Four Seasons - Re-Air

    12/24/2025

    Leadership and Legacy in Hospitality - Marc Bromley - Four Seasons - Re-Air

    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. Quote of the Show: “ 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 Links: LinkedIn: https://www.linkedin.com/in/marcbromley/ Website: https://www.fourseasons.com/  Shout Outs: 1:11 - Stan Bromley https://www.sfgate.com/business/article/A-star-hotelier-bids-a-fond-farewell-Four-2564654.php 1:53 - The Admiral’s Club https://www.aa.com/i18n/travel-info/clubs/admirals-club.jsp 1:54 - San Francisco International Airport https://www.flysfo.com/ 2:23 - Jordan Bromley https://www.linkedin.com/in/jordan-bromley-278742b8/ 7:45 - Wolf Blitzer https://en.wikipedia.org/wiki/Wolf_Blitzer 7:47 - Bill Clinton https://en.wikipedia.org/wiki/Bill_Clinton 9:12 - Ohio State University https://www.osu.edu/ 9:15 - Michigan State University https://msu.edu/ 9:43 - Issy Sharp https://en.wikipedia.org/wiki/Isadore_Sharp 10:06 - Hyatt https://www.hyatt.com/ 11:09 - Peninsula Hotels https://www.peninsula.com/en/default 14:05 - Forbes https://www.forbes.com/ 14:07 - TripAdvisor https://www.tripadvisor.com/ 14:09 - Michelin Guide https://guide.michelin.com/en 40:02 - Mike Tyson https://en.wikipedia.org/wiki/Mike_Tyson  🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/  Ways to Tune In:  Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

    45 min
  8. Quality and Trust in Vacation Rentals - Ashley Ching - Inhaven - Episode # 230

    12/17/2025

    Quality and Trust in Vacation Rentals - Ashley Ching - Inhaven - Episode # 230

    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. Quote of the Show: “Hospitality is really an expression of honor. It's how you honor yourself, your team, your guests, and your ancestors.” - Ashley Ching Links: 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/  Shout Outs: 3:31 - Ball Corporation https://www.ball.com/ 3:50 - SpaceX https://www.spacex.com/ 3:55 - Tesla https://www.tesla.com/ 7:52 - Ambridge Hospitality https://www.aimbridgehospitality.com/ 7:55 - Vacasa https://www.vacasa.com/ 10:59 - Turnkey https://www.turnkey.com/ 15:08 - Small Giants by Bo Burlingham http://www.smallgiantsbook.com/purchase.html  16:37 - Forney School District in Dallas, TX https://www.forneyisd.net/ 21:20 - Sonder https://www.sonder.com/ 23:43 - Seinfeld https://www.sonypictures.com/tv/seinfeld 24:26 - Pappa’s Restaurant Group https://www.pappas.com/ 26:58 - Extended Stay America https://www.extendedstayamerica.com/ 27:58 - Kool-Aid https://www.kraftheinz.com/kool-aid/products 28:09 - Chick-fil-A https://www.chick-fil-a.com/ 30:35 - Marriott https://www.marriott.com/default.mi 30:36 - Hilton https://www.hilton.com/en/ 31:23 - Hyatt https://www.hyatt.com/loyalty/en-US 31:25 - Hotels.com31:26 - Expedia https://www.expedia.com/ 31:38 - Airbnb https://www.airbnb.com/ 31:39 - Vrbo https://www.vrbo.com/ 33:14 - Ford https://www.ford.com/ 33:16 - Toyota https://www.toyota.com/ 52:47 - Gold Key Awards https://goldkeyawards.com/ 55:03 - Radical Innovation Ceremony https://www.radicalinnovation.io/insights/radicalinnovation2024-rwej2 55:08 - University of Nevada, Las Vegas https://www.unlv.edu/  🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/  Ways to Tune In:  Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPXApple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1sAmazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419Transistor: https://www.defininghospitality.live/

    57 min
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4.9
out of 5
72 Ratings

About

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.

Information

  • Creator
    Dan Ryan
  • Years Active
    2021 - 2026
  • Episodes
    237
  • Rating
    Clean
  • Copyright
    © Copyright 2021 All rights reserved.
  • Show Website
    Defining Hospitality

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