Distinguished
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.
Episodes
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. F...
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 tru...
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 un...
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 ...
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 c...
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, emph...
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 Lear...
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 Al...
Kamala Harris and Donald Trump both have proposed eliminating taxes on tips for service workers. While seemingly beneficial, it might just not add up according to renowned economics expert Larry Kotlikoff.
Named one of the world’s 25 most influential economists by The Economist Magazine, Kotlikoff has advised the Federal Reserve, the International Monetary Fund, the World Bank, and various other prestigious organizations....
Leadership Series: Practical Strategies for Bridging Leadership Gaps with Executive Coach Lori Mazan
What does it take to truly redefine leadership in today's fast-paced world? Lori Mazan, co-founder and Chief Coaching Officer at Sounding Board, shares practical and transformative strategies to address this challenge. In her new book, Leadership Revolution: The Future of Developing Dynamic Leaders, Lori offers a fresh perspective that rethinks outdated leadership norms.
The battle over raising the minimum wage for tipped workers and permitting tip pooling bounces to the Massachusetts ballot this November. Saru Jayaraman, President of One Fair Wage and Director of the Food Labor Research Center at UC Berkeley, argues that the current tipped wage structure perpetuates low pay and high turnover. Although the wage increase would occur over five years, opponents assert the mandate would be detrimental ...
Beyond good, bad, and mediocre service, how much we tip and why we tip is rich with psychological implications. Find out what tipping reveals about us as consumers and our need for affirmation and societal status.
Shedding light on the complexities behind tipping is nationally recognized expert Michael Lynn, Ph.D. , Professor of Services Marketing at Cornell University’s School of Hotel Administration. A former bartender,...
Recognized for her leadership, Dondra Ritzenthaler now sets sail toward a new horizon, taking the helm as Chief Executive Officer of Azamara Cruises, the award-winning, luxury cruise line based in Miami, Florida.
Dondra recently spent time at BU School of Hospitality as the Howard Johnson Executive in Residence, inspiring students and faculty with her passion for learning and mentorship. Dondra shares her outlook on leadership and ...
Restaurant work is undeniably tough. Long hours, fierce competition, and thin profit margins characterize this demanding profession. The challenges only intensified during the COVID-19 pandemic, testing the resilience of workers and business owners alike. Dining constitutes both an undeniable pleasure and a thriving business sector. It is integral to our lives and livelihood.
In this Distinguished podcast, Stephen Clark,...
TJ Callahan transformed neighborhood eateries into thriving “go-to” destinations with his acclaimed farm-to-table restaurants in the heart of Chicago. He is the co-founder and owner of Farm Bar and is the farmer at Brown Dog Farm, the Farm Bar farm in Southwestern Wisconsin. With an MBA in finance from the University of Chicago under his belt, he's stirring the pot on a topic affecting thousands in the hospitality industry: el...
Think back to your youthful days of travel, hostels along the way were a hub for forging connections with fellow wanderers and were part of the adventure. If you traveled in pre-Internet days, some 20-30 years ago, you didn’t always know what you were getting. The hostel you found in a guidebook could be off the beaten path and might have been not so “hospitable.”
Today, the landscape of hostels has undergone a profound metamorphos...
So, you want to be a C-suite executive? It will certainly give you a leg up to hear about the steps to filling those corner office suites from a search firm expert, Ann Fastiggi. To shed some light on the path to the C-suite, we continue our Leadership Series with Ann Fastiggi, a member of the Global Consumer Practice at Spencer Stuart, a global executive search and leadership advisory firm.
With more than 20 years of exe...
Imagine the triumph of human ambition as we glide through the skies, a testament to our enduring quest to conquer the very elements — thirty thousand feet aloft, inside a slender cylinder of steel. Within this confined space, humanity gathers, shoulder to shoulder: a microcosm of society.
It's under these conditions that our distinguished guest today crafts an oasis of tranquility and impeccable service. How does one orchestra...
Continuing our Leadership Series, we spotlight Cindy Novotny, who earned the “Radical Mentor” moniker for her no-nonsense approach to delivering results in the areas of leadership, sales, and customer service excellence. Having traveled more than 10 million miles over the course of her career, Cindy helps emerging professionals to CEOs to fly past their comfort zone of “we’ve always done it this way” habits and soar to greater heig...
The “You Can Be Anything” Barbie slogan could apply just as easily to the ever-expanding brand choices of major hotel groups such as IHG Hotels & Resorts which now has 6,200 hotels in more than 100 countries. In a similar fashion, over the decades, the Barbie portfolio has grown to encompass 250+ careers, countless outfits, and multiple dreamhouses. Plus, Barbie has gone far, having traveled throughout the world (and to outer ...
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