Defining Hospitality Podcast Por Dan Ryan arte de portada

Defining Hospitality

Defining Hospitality

De: Dan Ryan
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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.Copyright 2021 All rights reserved. Arte Ciencias Sociales Escritos y Comentarios sobre Viajes
Episodios
  • Building Resilient Hotel Investment Models - Hugh Taylor - Michels & Taylor - Episode # 233

    Building Resilient Hotel Investment Models - Hugh Taylor - Michels & Taylor - Episode # 233
    Jan 7 2026
    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 TaylorLinks: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/
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    1 h y 15 m
  • Hospitality Starts With People - Thomas Healy - Rockbridge Hospitality Management - Re-Air

    Hospitality Starts With People - Thomas Healy - Rockbridge Hospitality Management - Re-Air
    Dec 31 2025
    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 HealyLinks: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/
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    1 h y 10 m
  • Leadership and Legacy in Hospitality - Marc Bromley - Four Seasons - Re-Air

    Leadership and Legacy in Hospitality - Marc Bromley - Four Seasons - Re-Air
    Dec 24 2025
    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 BromleyLinks: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/
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    45 m
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