🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Today, host Dan Ryan sits down with Bonnie Campagnuolo, Global Brand Head of Embassy Suites by Hilton. The discussion follows the intricacies of hospitality, brand strategy, and evolving customer needs. Bonnie shares her journey from advertising to hospitality, her insights on brand evolution, and the importance of creating a guest-centric experience. They explore Embassy Suites' recent design changes, the importance of model rooms, and integrating technology in hospitality.

Takeaways:

• Embrace the need for brand evolution or revolution based on market demands and guest needs.
• Regularly gather and incorporate feedback from guests on room functionality and amenities.
• Ensure key stakeholders, including housekeeping and operational teams, have input in the design process.
• Conduct extensive research via surveys, focus groups, and in-room studies to understand guest behaviors and unmet needs. Ask guests how they use space and what features are most important to them.
• Allow owners flexibility in design, while also ensuring brand consistency.
• Experiment with new technologies to improve guest experience as well as operational efficiency.
• Be open to career moves that might seem non-linear but can provide valuable experiences and insights. Avoid limiting beliefs in yourself and your abilities.

Quote of the Show:

“Make decisions that leave doors open, not ones that close doors. Be open, work on different clients, learn different types of business.” - Bonnie Campagnuolo

Links:

• LinkedIn: https://www.linkedin.com/in/bonnie-campagnuolo-7b31244/
• Embassy Suites LinkedIn: https://www.linkedin.com/company/embassy-suites/
• Website: https://www.hilton.com/en/

Shout Outs:

• Chris Nassetta https://www.linkedin.com/in/chrisnassetta/
• Universal Studios https://www.universalorlando.com/web/en/us
• Walt Disney World https://disneyworld.disney.go.com/
• Marriott Vacation Club https://marriottvacationclub.marriott.com/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/

Today Dan Ryan welcomes Áine O'Connor, President of the International Society of Hospitality Purchasers (ISHP) and Founder of AOC Purchasing LLC. Áine shares her extensive experience in the hospitality industry from working across the globe in project management, budgeting, and procurement. She delves into her journey to entrepreneurship, balancing work and family life, and the critical issue of human trafficking awareness within hospitality. This episode explores the importance of relationships, collaboration, and passion for quality in the built environment.

Takeaways:

• Focus on building strong, respectful, and collaborative relationships with all project stakeholders including developers, designers, contractors, and vendors.
• Regularly check in with yourself to assess stress levels and ensure you aren’t taking on more than you can handle.
• Approach every project with a solution-oriented mindset, being open to others' input and working together to overcome challenges.
• Get involved in industry organizations for networking, skill development, and potential leadership opportunities.
• Stay open to learning new processes and understanding the rationales behind certain project decisions to improve your effectiveness.
• Understand that it is okay to admit when something is too much and take steps to delegate or adjust responsibilities accordingly.
• Support initiatives and training programs that address broader social issues, such as human trafficking, to make a positive impact within the industry and beyond.

Quote of the Show: “I never don't want to work. I never don't want to be in this industry. I love it. I'm passionate about it, but it's a balance.” - Áine O’Connor

Links:

• LinkedIn: https://www.linkedin.com/in/%C3%A1ine-o-connor-5507aa4/
• Website: https://aocons.com/
• ISHP: https://ishp.info/

Shout Outs:

• International Society of Hospitality Purchasers https://ishp.info/
• The American Hotel & Lodging Association https://www.ahla.com/
• Carl Long https://www.linkedin.com/in/carl-long-pmi/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/

Dan welcomes Paul McElroy, Executive Vice President of Design and Construction at Lucid, Highgate’s in-house design studio, onto today’s episode where they dive into the transformative power of sustainability within the hospitality industry. Paul emphasizes the critical role of small changes and conversations, the significance of detailed project management, and the impactful lessons learned from challenging construction projects. The conversation conveys how vulnerability and resilience shape professional approaches and industry-wide improvements. The duo also explores how pioneering figures and companies are integrating sustainable practices, stressing the necessity of these efforts to become standard operations due to regulatory and market pressures.

Takeaways:

• Embedding sustainability into projects from the kickoff meeting ensures that objectives are clear and incorporated into the workflow from the beginning.
• Integrate sustainability metrics and waste management plans into RFP processes to ensure accountability and commitment from contractors and vendors from the start.
• Show up with authenticity and vulnerability. This approach breaks down barriers and builds stronger, more genuine relationships with peers and partners.
• Set clear, audacious goals and communicate the “why” behind initiatives. This helps to align and motivate teams around shared objectives.
• Work collaboratively with contractors and vendors, bringing them on the journey rather than dictating from above. Understanding their challenges and working together to solve them can result in more sustainable and feasible solutions.
• Recognize and utilize the power of collective effort. Mobilize your organization and partners to join in the sustainable mission, thereby amplifying the impact.
• Be open to changing course based on what you learn along the way. Healthy friction and iterative improvements can lead to significant advances in sustainability practices.

Quote of the Show:

“It's very important that a hotel exhibits extreme hospitality to their guests, but I think hospitality extends way beyond the four walls of a hotel.” - Paul McElroy

Links:

• LinkedIn: https://www.linkedin.com/in/paul-mcelroy-3387954a/
• Website: https://www.luciddevelopmentgroup.com/
• Website: https://www.highgate.com/

Shout Outs:

• So and So Bar https://www.soandsosbar.com/
• MindClick https://www.mindclick.com/
• Hilton Hawaiian Village https://www.hilton.com/en/hotels/hnlhvhh-hilton-hawaiian-village-waikiki-beach-resort/
• Alohi Lani https://www.alohilaniresort.com/
• BDNY https://bdny.com/
• Hyatt Regency San Francisco https://www.hyatt.com/hyatt-regency/en-US/sfors-hyatt-regency-san-francisco
• Kara Swisher https://www.linkedin.com/in/kara-swisher-b7213/
• US Green Building Council https://www.usgbc.org/
• Hotel Marcel https://www.hotelmarcel.com/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/

Today Scott Williams, the Chief Development and Brand Officer at Main Street Hospitality, joins host Dan Ryan to unpack the essence of hospitality through empathy, connection, and innovation. Drawing from his extensive background in media and branding, Scott offers valuable insights on creating genuine guest experiences and the parallels between theater and hospitality. The discussion also covers the significance of people-first approaches, continuous learning, and maintaining personal discipline. With anecdotes from influential leaders and successful brands, the conversation highlights the importance of independent hotels as innovation hubs, the evolving trends in experiential hospitality, and the power of community and authentic interactions.

Takeaways:

• Ensure that all interactions with guests convey warmth, friendliness, and empathy. Train staff to handle stressful situations gracefully to enhance the guest experience.
• Encourage staff to make personal connections with guests and tailor their service to individual needs. Small gestures like stepping from behind the desk to hand over keys can make a significant difference.
• Implement continuous development programs for employees, such as monthly skills labs.
• Ensure that marketing and branding efforts authentically represent the values and culture of the business.
• Invest in creating memorable experiences that foster brand loyalty.
• Stay updated with new trends and practices in the industry, such as immersive experiences and sustainable practices.
• Promote a work environment where employees feel safe to express their needs and challenges.

Quote of the Show: “Hospitality is sharing the best of yourself with one customer at a time; each and every interaction.” - Scott Williams

Links:

• LinkedIn: https://www.linkedin.com/in/scottswilliams/
• Website: https://www.scottswilliams.com/
• Website: https://mainstreethospitalitygroup.com/

Shout Outs:

• Starwood https://www.starwoodcapital.com/
• Morgan’s Hotels https://www.sbe.com/
• Independent Lodging Conference https://ilcongress.com/
• Horst Schulze https://horstschulze.com/
• Red Lion Inn https://www.redlioninn.com/
• La Mamounia https://mamounia.com/en/
• Hilton https://www.hilton.com/en/
• Marriott https://www.marriott.com/default.mi
• Welcome to the Stork Club https://www.amazon.com/Welcome-Stork-Club-Mearl-Allen/dp/0498023958

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/

In this episode, we explore the essence and impact of hospitality in various contexts. Dan interviews Marion Emmanuelle Bullôt, the Managing Partner of AvroKO Hospitality Group. The conversation dives into Marion's career journey, starting from her early days in France, her influential experience with Gordon Ramsay, to her current role where she oversees strategy and concept development at AvroKO. Marion provides insights into how hospitality can transform spaces, enhance business strategies, and create meaningful experiences. The episode also highlights AvroKO's global projects, the importance of understanding market constraints, and the evolving nature of hospitality in enhancing guest experiences and business success.

Takeaways:

• When expanding or starting new ventures in different regions, understanding the local context and customer needs is crucial.
• Leaders should have a clear understanding of the financial realities of their business, such as the P&L of restaurants or the budget constraints for food and beverage in specific projects.
• Encourage and value diverse experiences within your teams to innovate and solve complex problems.
• Building trust with clients through transparent communication and demonstrating expertise can help in securing buy-in for ambitious projects. Focus on ensuring clients understand both the vision and the practical steps.
• Think about how every touchpoint, from design to customer interaction, contributes to the overall experience and brand perception.
• Be prepared to adapt and evolve with changing market conditions. Whether it's incorporating new technology or rethinking strategies post-pandemic, leaders must remain flexible and open to change.
• Effective F&B strategies can significantly contribute to the revenue of hotels and other establishments. Consider investing in high-quality F&B offerings and understand the unique value it can bring to your business.

Quote of the Show:

“I have lots of early childhood memories that tie into hospitality and I just love that it comes with me through my day-to-day, through my work, and through everything I do.” - Marion Emmanuelle Bullôt

Links:

• LinkedIn: https://www.linkedin.com/in/marion-emmanuelle-bull%C3%B4t-4105363a/
• Website: https://www.avroko.com/

Shout Outs:

• Gordon Ramsay https://www.gordonramsay.com/
• Marco Pierre White https://www.marcopierrewhite.co/
• Marriott https://www.marriott.com/default.mi
• Four Seasons https://www.fourseasons.com/
• Michelin https://guide.michelin.com/en
• Hoxton Chicago https://thehoxton.com/chicago/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
• Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGVmaW5pbmdob3NwaXRhbGl0eS5saXZlL2ZlZWQueG1s
• Amazon Music: ​​https://music.amazon.com/podcasts/8c904932-90fa-41c3-813e-1cb8f3c42419
• Transistor: https://www.defininghospitality.live/