Distinguished | Hospitality Leadership Podcast with Dean Upneja Wed, 10 Jun 2026 16:22:02 -0400 https://www.bu.edu/hospitality/distinguished-podcast/ en-us © 2026 Distinguished | Hospitality Leadership Podcast with Dean Upneja yes cdc3f490-923d-5d38-8247-2d2051882db1 BU School of Hospitality Administration episodic false What does it take to lead in one of the world's most dynamic industries? Distinguished brings you unfiltered conversations with the executives, founders, general managers, and investors who are shaping the future of global hospitality. 

 

Hosted by Dean Arun Upneja of Boston University's School of Hospitality Administration, each episode goes beyond the headlines to tackle the real challenges facing hospitality leaders today from hotel operations and restaurant innovation to talent management, climate action, and the rise of AI and robotics across the industry. 

Our guests represent every corner of hospitality: luxury hotels, independent restaurants, travel and tourism, entertainment venues, and more. They bring hard-won insight, bold ideas, and the kind of candor you won't find in a boardroom. 

 

Whether you're a seasoned hospitality professional, an emerging leader, or simply passionate about the industry, Distinguished is your front-row seat to the conversations that matter. 

 

Follow Distinguished on Apple Podcasts, Spotify, or wherever you listen and join a growing community of hospitality leaders who never stop learning. 

]]> Buzzsprout (https://www.buzzsprout.com) Boston University, School of Hospitality Administration, Dean Arun Upneja, Hospitality Business, hospitality, hotel industry, hotel management, leadership, entrepreneurship, executive interviews, travel industry, hospitality podcast BU School of Hospitality Administration https://storage.buzzsprout.com/ypg9b4tyagwbq6fjjbfeu8xf89uu?.jpg Distinguished | Hospitality Leadership Podcast with Dean Upneja https://www.bu.edu/hospitality/distinguished-podcast/ Arun Upneja Leading With Curiosity: Jaclyn Leibl-Cote, President and CEO of Collette Leading With Curiosity: Jaclyn Leibl-Cote, President and CEO of Collette What does it take to lead a 100+ year-old travel company into its next chapter without losing the soul that made it legendary? 

In this episode of Distinguished, Dean Arun Upneja sits down with Jaclyn Leibl-Cote, President and CEO of Collette, a family-owned guided travel brand since 1918. As the first woman to lead the company in its century-long history, Jaclyn has earned her role through experience, starting as a tour guide and growing into leadership across marketing, product, and global strategy. 

In this conversation, Jaclyn talks about how Collette is thoughtfully integrating AI and data into a deeply human-centered brand. She also shares personal impact moments from her travels, ranging from a village in Peru to a powerful conversation in the Middle East, that have shaped her leadership philosophy. 

This episode will challenge you to think differently about how legacy and disruption are not opposites, and why curiosity may be the most essential leadership skill of all. 

Subscribe to Distinguished wherever you listen to podcasts and learn more at bu.edu/hospitality. 

To join the conversation, email sha@bu.edu. 

The Distinguished podcast is produced by the Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean 

Producer: Mara Littman 

Research: Lan Lu 

Editing: Isabella Laikin 

Sound Engineering: Andrew Hallock 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> What does it take to lead a 100+ year-old travel company into its next chapter without losing the soul that made it legendary? 

In this episode of Distinguished, Dean Arun Upneja sits down with Jaclyn Leibl-Cote, President and CEO of Collette, a family-owned guided travel brand since 1918. As the first woman to lead the company in its century-long history, Jaclyn has earned her role through experience, starting as a tour guide and growing into leadership across marketing, product, and global strategy. 

In this conversation, Jaclyn talks about how Collette is thoughtfully integrating AI and data into a deeply human-centered brand. She also shares personal impact moments from her travels, ranging from a village in Peru to a powerful conversation in the Middle East, that have shaped her leadership philosophy. 

This episode will challenge you to think differently about how legacy and disruption are not opposites, and why curiosity may be the most essential leadership skill of all. 

Subscribe to Distinguished wherever you listen to podcasts and learn more at bu.edu/hospitality. 

To join the conversation, email sha@bu.edu. 

The Distinguished podcast is produced by the Boston University School of Hospitality Administration. 

Host: Arun Upneja, Dean 

Producer: Mara Littman 

Research: Lan Lu 

Editing: Isabella Laikin 

Sound Engineering: Andrew Hallock 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-19321474 Wed, 10 Jun 2026 10:00:00 -0400 1870 Travel Leadership, Hospitality Leadership, Future of Travel, Women in Leadership, Family Business 4 9 full false Jen Ziskin, Executive Director of Mass Restaurant United: Advocating on Wages, Fees, and Workforce So Independent Restaurants Can Thrive Jen Ziskin, Executive Director of Mass Restaurant United: Advocating on Wages, Fees, and Workforce So Independent Restaurants Can Thrive Restaurants are more than places to eat. They are where communities gather, cultures are shared, and everyday moments become lasting memories. But behind every restaurant is a complex reality, rising costs, workforce challenges, and shifting consumer expectations. 

In this episode of The Distinguished, Dean Arun Upneja welcomes Jen Ziskin, Executive Director of Mass Restaurant United and co-owner of La Morra and Punchbowl in Brookline, MA. With a background in education, restaurant ownership, and statewide advocacy, Jen brings a rare perspective on what it takes to sustain independent hospitality. 

They cover the wage gap between front and back of house, the fight against junk fee legislation, credit card processing fees on tips and taxes, immigration’s role in restaurant culture, real estate challenges, Gen Z dining shifts, tipping fatigue, mental health resources, and the promise and limits of AI in operations. 

 

Email us at shadean@bu.edu 

Learn more about Mass Restaurants United  

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 

Research and Content Creation: Lan Lu

Editing: Isabella Laikin 

 

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Restaurants are more than places to eat. They are where communities gather, cultures are shared, and everyday moments become lasting memories. But behind every restaurant is a complex reality, rising costs, workforce challenges, and shifting consumer expectations. 

In this episode of The Distinguished, Dean Arun Upneja welcomes Jen Ziskin, Executive Director of Mass Restaurant United and co-owner of La Morra and Punchbowl in Brookline, MA. With a background in education, restaurant ownership, and statewide advocacy, Jen brings a rare perspective on what it takes to sustain independent hospitality. 

They cover the wage gap between front and back of house, the fight against junk fee legislation, credit card processing fees on tips and taxes, immigration’s role in restaurant culture, real estate challenges, Gen Z dining shifts, tipping fatigue, mental health resources, and the promise and limits of AI in operations. 

 

Email us at shadean@bu.edu 

Learn more about Mass Restaurants United  

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 

Research and Content Creation: Lan Lu

Editing: Isabella Laikin 

 

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-19209865 Wed, 20 May 2026 11:00:00 -0400 2873 independent restaurants, restaurant advocacy, Massachusetts restaurants, women in hospitality, restaurant leadership 4 8 full false Jeff Gates, COO of Columbus Hospitality Group, on Elevating the Art of Service in the Tech Age Jeff Gates, COO of Columbus Hospitality Group, on Elevating the Art of Service in the Tech Age What does it take to lead in a changing industry? In this episode of Distinguished, Dean Arun Upneja speaks with Jeff Gates, Chief Operating Officer of the Columbus Hospitality Group (CHG), about the lessons that his many years in restaurants have taught him about leadership, resilience, and the power of people. From his first job at the dish table to overseeing some of Boston’s most celebrated restaurants, Jeff shares how humility, empathy, and consistency have shaped his philosophy: hospitality is a mirror of what you give, reflecting back at you.

Listen to this podcast for an exploration of how leaders can balance technology and human touch, foster purpose-driven teams, and find meaning in everyday service. As the industry adapts to new expectations and tools such as AI, Jeff reminds us that hospitality’s greatest strength has always been, and will always be, its humanity.

🎧 Topics Include:

  • Why every leader should start “from the bottom up”
  • How AI and innovation can support, not replace, hospitality
  • Lessons in mentorship and creating a culture of care
  • The story behind CHG's newest concept, Gary’s Pizza
  • And what makes great hospitality timeless

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> What does it take to lead in a changing industry? In this episode of Distinguished, Dean Arun Upneja speaks with Jeff Gates, Chief Operating Officer of the Columbus Hospitality Group (CHG), about the lessons that his many years in restaurants have taught him about leadership, resilience, and the power of people. From his first job at the dish table to overseeing some of Boston’s most celebrated restaurants, Jeff shares how humility, empathy, and consistency have shaped his philosophy: hospitality is a mirror of what you give, reflecting back at you.

Listen to this podcast for an exploration of how leaders can balance technology and human touch, foster purpose-driven teams, and find meaning in everyday service. As the industry adapts to new expectations and tools such as AI, Jeff reminds us that hospitality’s greatest strength has always been, and will always be, its humanity.

🎧 Topics Include:

  • Why every leader should start “from the bottom up”
  • How AI and innovation can support, not replace, hospitality
  • Lessons in mentorship and creating a culture of care
  • The story behind CHG's newest concept, Gary’s Pizza
  • And what makes great hospitality timeless

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Buzzsprout-19022212 Wed, 06 May 2026 14:00:00 -0400 2583 restaurant operations, hospitality leadership, Boston restaurants, restaurant pricing, talent retention 4 7 full false Putting Philoxenia into Practice with Demetri Tsolakis, CEO of Xenia Greek Hospitality Putting Philoxenia into Practice with Demetri Tsolakis, CEO of Xenia Greek Hospitality Demetri Tsolakis, CEO of Xenia Greek Hospitality, reflected on a powerful, yet often forgotten idea: hospitality is not a transaction, but a human obligation. Drawing from the ancient Greek philosophy of philoxenia, Tsolakis described hospitality as the act of turning a stranger into a friend, an approach that shapes every decision across his restaurants. 

The discussion also explored how this philosophy extends behind the scenes. Tsolakis shared his people-first approach to leadership, emphasizing personality over résumés, storytelling over scripts, and empowerment over micromanagement. By investing in education, trust, and creative freedom, he enables teams to act with ownership and authenticity. 

As the interview made clear, hospitality done right is not only about speed, rules or efficiency; it is about emotion, connection, and care. In an increasingly transactional world, Tsolakis’s perspective offers a compelling reminder that the most memorable experiences begin with how people are made to feel. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Demetri Tsolakis, CEO of Xenia Greek Hospitality, reflected on a powerful, yet often forgotten idea: hospitality is not a transaction, but a human obligation. Drawing from the ancient Greek philosophy of philoxenia, Tsolakis described hospitality as the act of turning a stranger into a friend, an approach that shapes every decision across his restaurants. 

The discussion also explored how this philosophy extends behind the scenes. Tsolakis shared his people-first approach to leadership, emphasizing personality over résumés, storytelling over scripts, and empowerment over micromanagement. By investing in education, trust, and creative freedom, he enables teams to act with ownership and authenticity. 

As the interview made clear, hospitality done right is not only about speed, rules or efficiency; it is about emotion, connection, and care. In an increasingly transactional world, Tsolakis’s perspective offers a compelling reminder that the most memorable experiences begin with how people are made to feel. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-18914159 Fri, 27 Mar 2026 06:00:00 -0400 2474 4 6 full false The Cycles Are the Opportunity: Ian Livingstone on Crises, Capital, and Long-Game Real Estate The Cycles Are the Opportunity: Ian Livingstone on Crises, Capital, and Long-Game Real Estate What do you do when the real estate market collapses? 
If you’re Ian Livingstone, you buy. 

In this episode of Distinguished, Dean Arun Upneja speaks with Ian Livingstone, the co-founder of London & Regional Properties, one of the UK’s largest private real estate groups, about what it really takes to build a £12 billion global empire, through booms, crashes, and everything in between. 

Livingstone shares how he went from running 170 optician stores to reshaping urban skylines; why crisis moments create once-in-a-generation opportunities; and how he’s built cities like Panama Pacifico, where 20,000+ homes, schools, and commercial districts grew from a single idea and decades of patience. 

A candid, behind-the-curtain conversation on timing, conviction, distressed assets, hospitality real estate, and why the future of leisure and experience-driven travel still holds unmatched potential, even in the age of AI. 

 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> What do you do when the real estate market collapses? 
If you’re Ian Livingstone, you buy. 

In this episode of Distinguished, Dean Arun Upneja speaks with Ian Livingstone, the co-founder of London & Regional Properties, one of the UK’s largest private real estate groups, about what it really takes to build a £12 billion global empire, through booms, crashes, and everything in between. 

Livingstone shares how he went from running 170 optician stores to reshaping urban skylines; why crisis moments create once-in-a-generation opportunities; and how he’s built cities like Panama Pacifico, where 20,000+ homes, schools, and commercial districts grew from a single idea and decades of patience. 

A candid, behind-the-curtain conversation on timing, conviction, distressed assets, hospitality real estate, and why the future of leisure and experience-driven travel still holds unmatched potential, even in the age of AI. 

 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-18455642 Mon, 05 Jan 2026 11:00:00 -0500 2262 Boston University, Ian Livingstone, Real Estate, Hospitality Industry, Investment, 4 5 full false The Heart of Hospitality: Bashar Wali on Emotion, Belonging, and What AI Can’t Replace 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-18233114 Fri, 21 Nov 2025 16:00:00 -0500 2929 Bashar Wali, Hospitality, AI, Hospitality, Hotels, Hospitality Industry, SHA, BU School of Hospitality Administration 4 4 full false The Four-Pillar Framework for Talent Management in Hospitality: Sarah Diehl on Culture, Values & Leadership 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-17965840 Mon, 06 Oct 2025 14:00:00 -0400 2995 Boston University, BU Hospitality, BU SHA, Hospitality, Human Resources, Restaurants, Hospitality Industry, Sarah Diehl 4 3 full false Amanda Hyndman, Chief Operating Officer of Mandarin Oriental: Redefining Luxury from the Inside Out 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-17595530 Mon, 04 Aug 2025 10:00:00 -0400 2216 Boston University, BU SHA, Hospitality, Hospitality Industry, Mandarin Oriental, Hotels, Luxury, Arun Upneja, Amanda Hyndman, Hospitality School, Dean 4 2 full false Ed Brown, CEO of Restaurant Associates: The Right Ingredients for Hospitality at Scale 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-17510790 Tue, 22 Jul 2025 14:00:00 -0400 2556 Boston University, Restaurant Associates, Compass Group, Hospitality, Hospitality Industry, Restaurants, Food, Dean, Hospitality Degree, Leadership, Advice 4 1 full false George Poll on Building Distinctive Dining Experiences from Long Island to Miami 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-16303648 Thu, 19 Dec 2024 07:00:00 -0500 2330 George Poll, Restaurants, Food, Hospitality, Higher Education, Hospitality Industry, Arun Upneja, Boston University 3 5 full false Unlocking Ultra-Luxury with Managing Director Luigi Romaniello on the Grand Reopening of the Waldorf Astoria New York 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-16217503 Wed, 04 Dec 2024 06:00:00 -0500 2260 Waldorf Astoria, Hilton, New York, Luigi Romaniello, luxury, hotels, distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, Arun Upneja, Dean 3 4 full false Inhospitable? Redefining Service in Luxury Hospitality with Kate Buhler, Founder and President of Profitable to Train 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-16081064 Tue, 05 Nov 2024 06:00:00 -0500 2395 Dean Arun Upneja, School of Hospitality Administration, Boston University, podcast, kate buhler, profitable to train, baccarat hotel, The Peninsula Hotel, Ritz-Carlton, Four Seasons, hotels, hospitality, revenue management, service, Inhospitable: Lessons 3 3 full false Aldau Development: Modern Hospitality Meets Millennia-Old Treasures 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-15985436 Mon, 28 Oct 2024 06:00:00 -0400 2309 distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, Arun Upneja, Dean, Aldau, real estate, Tarek El Masry, Mario Larese 3 2 full false Tipping & Wages Series: Politics Play Up the Benefits of Eliminating Taxes on Tips Tipping & Wages Series: Politics Play Up the Benefits of Eliminating Taxes on Tips 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. He is also a Professor of Economics at Boston University, with expertise spanning personal finance, inequality, taxation, Social Security, climate change, investing, healthcare, deficits, and insurance. 


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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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. He is also a Professor of Economics at Boston University, with expertise spanning personal finance, inequality, taxation, Social Security, climate change, investing, healthcare, deficits, and insurance. 


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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-15788028 Mon, 23 Sep 2024 05:00:00 -0400 985 Arun Upneja, Dean, distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Larry Kotlikoff, Laurence Kotlikoff, economic policy, Harris, Trump, Election 2024 3 1 full false Leadership Series: Practical Strategies for Bridging Leadership Gaps with Executive Coach Lori Mazan 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. 

In this special podcast episode on leadership, Arun Upneja is joined by Dr. Taylor Peyton, an expert in Leadership and Organizational Behavior who previously taught at BU School of Hospitality, bringing added depth and insight to the conversation. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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. 

In this special podcast episode on leadership, Arun Upneja is joined by Dr. Taylor Peyton, an expert in Leadership and Organizational Behavior who previously taught at BU School of Hospitality, bringing added depth and insight to the conversation. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-15698719 Thu, 05 Sep 2024 09:00:00 -0400 2123 distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, Lori Mazan, Executive Coach, Leadership, Taylor Peyton, leadership gaps 2 12 full true Saru Jayaraman Fights for One Fair Wage Saru Jayaraman Fights for One Fair Wage 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 to some small and independent restaurants and could fail to increase employee job satisfaction and retention.  

This episode is part of the Tipping and Wage Series where we explore the various angles of this debate with restaurant owners, advocates, academics, and consumers to gain a deeper understanding of the bottom line. 

Boston University School of Hospitality Administration is committed to presenting topics shaping the hospitality industry's future with thoughtful and constructive discussion that respects different perspectives. We welcome your input and feedback. Email us at shadean@bu.edu  

Tipping and Wages Series podcasts: 

The Psychology of Tipping with Michael Lynn, Ph.D., Professor of Services Marketing, Cornell University’s School of Hotel Administration 

The matters that Massachusetts Restaurant Association wages for (and against) with Stephen Clark, President of MRA 

Restauranteur's Dilemma of Balancing Equity and Economics with TJ Callahan, co-founder and owner of Farm Bar 

California Raises Minimum Wage for Fast-Food Workers with Chris Simms, CEO and Founder of Lazy Dog 


Referenced in this podcast: 

Always Essential, Still Waiting for Change: Service Worker Fatalities and Inequities During COVID and Post-Pandemic, March 2024

Dean’s Distinguished Speakers Series with Saru Jayaraman, presented by BU School of Hospitality, February 7, 2024 

Press Release: Department of Labor Renews Multi-Year Initiative to Provide Enforcement, Outreach, Education for Restaurant Workers: 85% of investigations find violations in fiscal year 2021 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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 to some small and independent restaurants and could fail to increase employee job satisfaction and retention.  

This episode is part of the Tipping and Wage Series where we explore the various angles of this debate with restaurant owners, advocates, academics, and consumers to gain a deeper understanding of the bottom line. 

Boston University School of Hospitality Administration is committed to presenting topics shaping the hospitality industry's future with thoughtful and constructive discussion that respects different perspectives. We welcome your input and feedback. Email us at shadean@bu.edu  

Tipping and Wages Series podcasts: 

The Psychology of Tipping with Michael Lynn, Ph.D., Professor of Services Marketing, Cornell University’s School of Hotel Administration 

The matters that Massachusetts Restaurant Association wages for (and against) with Stephen Clark, President of MRA 

Restauranteur's Dilemma of Balancing Equity and Economics with TJ Callahan, co-founder and owner of Farm Bar 

California Raises Minimum Wage for Fast-Food Workers with Chris Simms, CEO and Founder of Lazy Dog 


Referenced in this podcast: 

Always Essential, Still Waiting for Change: Service Worker Fatalities and Inequities During COVID and Post-Pandemic, March 2024

Dean’s Distinguished Speakers Series with Saru Jayaraman, presented by BU School of Hospitality, February 7, 2024 

Press Release: Department of Labor Renews Multi-Year Initiative to Provide Enforcement, Outreach, Education for Restaurant Workers: 85% of investigations find violations in fiscal year 2021 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-15608173 Tue, 20 Aug 2024 07:00:00 -0400 3130 2 11 full false Tipping Series: The Psychology of Tipping with Michael Lynn, Ph.D., Professor of Services Marketing, Cornell University’s School of Hotel Administration Tipping Series: The Psychology of Tipping with Michael Lynn, Ph.D., Professor of Services Marketing, Cornell University’s School of Hotel Administration 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, busboy, and waiter, Michael Lynn, has also devoted his academic career to the nuances and impact of rewarding and incentivizing good service, a hallmark of hospitality experiences.

Michael Lynn has written over 80 research publications on tipping and has been covered by the New York Times, the Wall Street Journal, the International Herald Tribune, the Economist, and Forbes as well as by ABC’s 20/20, BET’s Nightly News, and NPR. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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, busboy, and waiter, Michael Lynn, has also devoted his academic career to the nuances and impact of rewarding and incentivizing good service, a hallmark of hospitality experiences.

Michael Lynn has written over 80 research publications on tipping and has been covered by the New York Times, the Wall Street Journal, the International Herald Tribune, the Economist, and Forbes as well as by ABC’s 20/20, BET’s Nightly News, and NPR. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-15425018 Wed, 17 Jul 2024 07:00:00 -0400 2406 Arun Upneja, Dean, distinguished, Hospitality. SHA, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, tipping, service industry, Cornell University, Michael Lynn, Sch 2 10 full false Leadership Series: Dondra Ritzenthaler Embarks on a New Leadership Role Leadership Series: Dondra Ritzenthaler Embarks on a New Leadership Role 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 professional development and the excitement of moving from an executive leadership role to becoming a CEO for the first time in her career.

For those who remember the hit show in the 1970s and 1980s, "Love Boat," you will be pleased to know that we couldn't resist asking Dondra which character she liked the most! (You probably can guess who it is, even before you listen to this 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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 professional development and the excitement of moving from an executive leadership role to becoming a CEO for the first time in her career.

For those who remember the hit show in the 1970s and 1980s, "Love Boat," you will be pleased to know that we couldn't resist asking Dondra which character she liked the most! (You probably can guess who it is, even before you listen to this 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-15197549 Wed, 05 Jun 2024 13:00:00 -0400 2068 Arun Upneja, Dean, distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, cruises, travel, tourism, Azamara Cruises, CEO, leadership, Love Boat 2 9 full false The Matters that Massachusetts Restaurant Association Wages for (and against) with Stephen Clark The Matters that Massachusetts Restaurant Association Wages for (and against) with Stephen Clark 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, President and CEO of the Massachusetts Restaurant Association (MRA), joins us to explore the ballot question to eliminate the tip credit and mandate tip sharing.

Get a look behind the kitchen door at this dynamic industry. If you are passionate about restaurants, gather around for this 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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, President and CEO of the Massachusetts Restaurant Association (MRA), joins us to explore the ballot question to eliminate the tip credit and mandate tip sharing.

Get a look behind the kitchen door at this dynamic industry. If you are passionate about restaurants, gather around for this 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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-14962911 Mon, 29 Apr 2024 07:00:00 -0400 2556 distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, tipping, restaurants, Stephen Clark, CEO, MRA, Massachusetts Restaurant Association, bal 2 8 full false Tipping & Wages Series: Restauranteur's Dilemma of Balancing Equity and Economics with TJ Callahan Tipping & Wages Series: Restauranteur's Dilemma of Balancing Equity and Economics with TJ Callahan 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: eliminating the tipped wage. 

From the fields of his farm to the forefront of financial debate, we explore the pressing issue of fair wages in the hospitality sector. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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: eliminating the tipped wage. 

From the fields of his farm to the forefront of financial debate, we explore the pressing issue of fair wages in the hospitality sector. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> TJ Callahan Buzzsprout-14887376 Mon, 15 Apr 2024 07:00:00 -0400 2624 distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, TJ Callahan, restaurants, fair wages, tipping, tipped wage, minimum wage, Danny Meyer, 2 7 full false Revolutionizing the Hostel Experience with Oliver Winter, Founder & CEO of a&o Hostels Revolutionizing the Hostel Experience with Oliver Winter, Founder & CEO of a&o Hostels 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 metamorphosis. What was once perceived as budget accommodations exclusively for backpackers has now emerged as a dynamic sector of the hospitality industry, attracting travelers seeking immersive experiences at affordable prices. 

Oliver Winter, Founder & CEO of a&o Hostels, was inspired by his travels and the desire to provide people, especially students and young adventurers, with professionally managed, affordable, and centrally located accommodation. Oliver embarked on a mission to revolutionize the hostel experience. Hear how a&o Hostels grew into the largest independently owned hostel chain. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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 metamorphosis. What was once perceived as budget accommodations exclusively for backpackers has now emerged as a dynamic sector of the hospitality industry, attracting travelers seeking immersive experiences at affordable prices. 

Oliver Winter, Founder & CEO of a&o Hostels, was inspired by his travels and the desire to provide people, especially students and young adventurers, with professionally managed, affordable, and centrally located accommodation. Oliver embarked on a mission to revolutionize the hostel experience. Hear how a&o Hostels grew into the largest independently owned hostel chain. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-14802040 Mon, 01 Apr 2024 07:00:00 -0400 2067 Arun Upneja, Dean, distinguished, Distinguished Podcast, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, Founder & CEO of a&o Hostels, hostels, budget 2 6 full false Leadership Series: Demystifying the C-Suite Search with Ann Fastiggi of Spencer Stuart Leadership Series: Demystifying the C-Suite Search with Ann Fastiggi of Spencer Stuart 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 executive recruiting and leadership consulting experience, Ann focuses on the recruitment and assessment of C-suite executives in the hotel, restaurant, gaming, consumer travel, consumer, and retail sectors. 

Ann, a BU alum, is a Dean’s Advisory Board member for the School of Hospitality Administration. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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 executive recruiting and leadership consulting experience, Ann focuses on the recruitment and assessment of C-suite executives in the hotel, restaurant, gaming, consumer travel, consumer, and retail sectors. 

Ann, a BU alum, is a Dean’s Advisory Board member for the School of Hospitality Administration. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Ann Fastiggi, a member of the Global Consumer Practice at Spencer Stuart Buzzsprout-14704902 Mon, 18 Mar 2024 06:00:00 -0400 2431 Arun Upneja, Dean, distinguished, Distinguished Podcast, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, leadership, Ann Fastiggi, Spencer Stuart, C-su 2 5 full false 40,000-foot-view of Customer Care with Allison Ausband, Executive Vice President, and Chief Customer Experience Officer at Delta Air Lines 40,000-foot-view of Customer Care with Allison Ausband, Executive Vice President, and Chief Customer Experience Officer at Delta Air Lines 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 orchestrate such a feat of customer care under these conditions? This is the daily challenge for our guest on this edition of the "Distinguished" podcast: Allison Ausband, Executive Vice President, and Chief Customer Experience Officer at Delta Air Lines. Since embarking on her journey with Delta in May 1985 as a flight attendant, fresh from the University of Georgia with a journalism degree in hand, Allison has risen to oversee the vast customer experience network that encompasses the dedicated efforts of over 63,000 team members in Delta's Customer Care divisions. Under Allison's visionary leadership, the team at Delta marries groundbreaking innovation with a heartfelt dedication to hospitality, securing Delta's position as the premier U.S. airline as named by the Wall Street Journal for the second consecutive year.  

With an armory of technology and a top-notch team, excelling at customer experiences starts with being grounded in a singular essential value. Find out how to guide your company to soaring to new heights. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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 orchestrate such a feat of customer care under these conditions? This is the daily challenge for our guest on this edition of the "Distinguished" podcast: Allison Ausband, Executive Vice President, and Chief Customer Experience Officer at Delta Air Lines. Since embarking on her journey with Delta in May 1985 as a flight attendant, fresh from the University of Georgia with a journalism degree in hand, Allison has risen to oversee the vast customer experience network that encompasses the dedicated efforts of over 63,000 team members in Delta's Customer Care divisions. Under Allison's visionary leadership, the team at Delta marries groundbreaking innovation with a heartfelt dedication to hospitality, securing Delta's position as the premier U.S. airline as named by the Wall Street Journal for the second consecutive year.  

With an armory of technology and a top-notch team, excelling at customer experiences starts with being grounded in a singular essential value. Find out how to guide your company to soaring to new heights. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-14611484 Mon, 04 Mar 2024 06:00:00 -0500 2482 distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, Allison Auband, Delta, airlines, Customer Experience Management, CEM, Customer Experienc 2 4 full false Leadership Series: Radical Mentor with Cindy Novotny, Managing Partner of Master Connection Associates Leadership Series: Radical Mentor with Cindy Novotny, Managing Partner of Master Connection Associates 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 heights of success. Get tips and actionable advice from Cindy who wrote – and lives by – the title of her book, “Living with No Balance... and Loving It!: A Simple Guide to Thriving in a Real World of Life and Work.” 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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 heights of success. Get tips and actionable advice from Cindy who wrote – and lives by – the title of her book, “Living with No Balance... and Loving It!: A Simple Guide to Thriving in a Real World of Life and Work.” 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-14512417 Mon, 19 Feb 2024 07:00:00 -0500 2194 distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, Cindy Novotny, Radical Mentor, Master Connection Associates, leadership, leadership advi 2 3 full false Big Brand Hotels: Striving to be Guests’ Everything with Julienne Smith, Chief Development Officer, Americas of IHG Hotels & Resorts Big Brand Hotels: Striving to be Guests’ Everything with Julienne Smith, Chief Development Officer, Americas of IHG Hotels & Resorts 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 space)!

In the hotel world, striving to be the guests’ “everything” for work and play (or the blending of the two) is the dream. Julienne Smith, Chief Development Officer, Americas of IHG Hotels & Resorts, illuminates the qualitative values and practices that deliver on the brand promise of exceeding quality expectations.

Bringing Barbie and hotel brand worlds together, we might just want to add “Bleisure Barbie” to the collection! 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> 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 space)!

In the hotel world, striving to be the guests’ “everything” for work and play (or the blending of the two) is the dream. Julienne Smith, Chief Development Officer, Americas of IHG Hotels & Resorts, illuminates the qualitative values and practices that deliver on the brand promise of exceeding quality expectations.

Bringing Barbie and hotel brand worlds together, we might just want to add “Bleisure Barbie” to the collection! 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Julienne Smith, Chief Development Officer, Americas of IHG Hotels & Resorts Buzzsprout-14422924 Mon, 05 Feb 2024 06:00:00 -0500 2031 Arun Upneja, Dean, BU, Boston University, School of Hospitality Administration, Julienne Smith, Chief Development Officer, Americas of IHG Hotels & Resorts, hotels, resorts, Barbie, dreamhouse, You Can Be Anything 2 2 full false Leadership Series: How to Identify a Positive, Values-Based Organizational Culture Leadership Series: How to Identify a Positive, Values-Based Organizational Culture If you have ever worked in a toxic workplace, you have learned the hard way that dysfunctional organizational cultures are harmful and hinder employee performance. Taylor Peyton, Ph.D., senior organizational psychologist for BiasSync, and co-founder of Mojo Moments, defines organizational culture as “a force, both visible and invisible, that massively influences employee behavior and an organization’s chance of success.” Telltale signs of a good, thriving work culture go well beyond a company’s stocked kitchen, modern office lounges, flexible work schedules, and other perks.    

Learn in this podcast how to see beneath a company's shiny veneer by looking for factors that reveal the company's true self (warts and all) and find out practical steps leaders can take to cultivate a positive organizational culture.  

This episode is the first in the Distinguished Leadership Series where we share perspectives from experts from various fields and from around the world on learning to identify and develop a positive, values-based leadership style that motivates employees and propels company success. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> If you have ever worked in a toxic workplace, you have learned the hard way that dysfunctional organizational cultures are harmful and hinder employee performance. Taylor Peyton, Ph.D., senior organizational psychologist for BiasSync, and co-founder of Mojo Moments, defines organizational culture as “a force, both visible and invisible, that massively influences employee behavior and an organization’s chance of success.” Telltale signs of a good, thriving work culture go well beyond a company’s stocked kitchen, modern office lounges, flexible work schedules, and other perks.    

Learn in this podcast how to see beneath a company's shiny veneer by looking for factors that reveal the company's true self (warts and all) and find out practical steps leaders can take to cultivate a positive organizational culture.  

This episode is the first in the Distinguished Leadership Series where we share perspectives from experts from various fields and from around the world on learning to identify and develop a positive, values-based leadership style that motivates employees and propels company success. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> https://www.bu.edu/hospitality/distinguished-podcast/ Taylor Peyton, Ph.D., senior organizational psychologist for BiasSync, and co-founder of Mojo Moments Buzzsprout-14327608 Mon, 22 Jan 2024 07:00:00 -0500 1453 Taylor Peyton, leadership, business, hospitality, Arun Upneja, Taylor Peyton, values-based leadership, toxic workplaces, workplace culture, organizational psychologist, psychology, Mojo Moments, BiasSync 2 1 full false The Virtuous Cycle of Purpose Driving Profit with Niren Chaudhary, Chairman of Panera Brands The Virtuous Cycle of Purpose Driving Profit with Niren Chaudhary, Chairman of Panera Brands Being the CEO of globally recognized companies for decades is much like driving a race car at high speed: both thrilling and intensely challenging. Reaching a finish line after being on the fast track represents a tremendous feat. After the fanfare ends, and the adrenaline subsides, what do you set your sights on next, especially when you have tremendous drive inside of you? For Niren Chaudhary, it’s back to the shop to re-configure the current model into what he calls: Niren 3.0. This new version is going to put all its energy into "pursuing significance by serving others and becoming a catalyst to help unlock human potential over the next many years."

Niren Chaudhary recently served as the Howard Johnson Executive in Residence, a “recharging station” for top executives to mentor students and guest lecture in classes at Boston University School of Hospitality Administration.  

Tune in as Niren talks about his philosophy on “work in balance with life” to find joy and build resilience in an ever-changing world. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Being the CEO of globally recognized companies for decades is much like driving a race car at high speed: both thrilling and intensely challenging. Reaching a finish line after being on the fast track represents a tremendous feat. After the fanfare ends, and the adrenaline subsides, what do you set your sights on next, especially when you have tremendous drive inside of you? For Niren Chaudhary, it’s back to the shop to re-configure the current model into what he calls: Niren 3.0. This new version is going to put all its energy into "pursuing significance by serving others and becoming a catalyst to help unlock human potential over the next many years."

Niren Chaudhary recently served as the Howard Johnson Executive in Residence, a “recharging station” for top executives to mentor students and guest lecture in classes at Boston University School of Hospitality Administration.  

Tune in as Niren talks about his philosophy on “work in balance with life” to find joy and build resilience in an ever-changing world. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Niren Chaudhary, Chairman of Panera Brands Buzzsprout-14071768 Mon, 11 Dec 2023 12:00:00 -0500 1956 Arun Upneja, Dean, distinguished, Distinguished Podcast, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, Niren Chaudhary, Panera, restaurants, Executiv 14 full false More Fun and Less Friction with Tim McLaughlin, Cofounder and CEO of GoTab More Fun and Less Friction with Tim McLaughlin, Cofounder and CEO of GoTab Waiting to be served drinks and food and settling the tab rank most certainly as the pain points of the dining experience. As the famous song goes, "You got to accentuate the positive, eliminate the negative." In that spirit, to relieve the friction and induce more seamless service, Tim McLaughlin combined his skills as a technologist with his experience as a brewery restaurant owner to cofound GoTab, a restaurant commerce platform. GoTab increases the volume of hospitality and profitability – a tune we can all groove to!

Read the interview with Tim McLaughlin, "Using Technology to Foster Hospitality" in Boston Hospitality Review.


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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Waiting to be served drinks and food and settling the tab rank most certainly as the pain points of the dining experience. As the famous song goes, "You got to accentuate the positive, eliminate the negative." In that spirit, to relieve the friction and induce more seamless service, Tim McLaughlin combined his skills as a technologist with his experience as a brewery restaurant owner to cofound GoTab, a restaurant commerce platform. GoTab increases the volume of hospitality and profitability – a tune we can all groove to!

Read the interview with Tim McLaughlin, "Using Technology to Foster Hospitality" in Boston Hospitality Review.


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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Tim McLaughlin, GoTab Buzzsprout-13992617 Mon, 27 Nov 2023 09:00:00 -0500 1993 Tim McLaughlin, GoTab, restaurants, restaurant commerce platform, Dean Arun Upneja, Boston University, School of Hospitality Administration, Boston, Hospitality, tipping, automation, brewery, food and beverage 13 full false California Raises Minimum Wage for Fast-Food Workers California Raises Minimum Wage for Fast-Food Workers California Governor Gavin Newsom recently signed a new law that raises the minimum wage from $15.50 to $20 per hour for fast-food workers starting April 1, 2024. Chris Simms, CEO and Founder of Lazy Dog, a casual dining restaurant that started in California and spans 49 locations across the US, joins the podcast for a discussion of how this law may impact employees, owners, franchisees, and consumers across the entire food-service industry.  
 
In this podcast, we look (and will continue in future episodes) at compensation from a variety of perspectives. We’ll cover tipping models from convenience stores to fine dining; what happens when wins slant toward some of the workforce and are not shared by all; and how automation figures into the equation.

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> California Governor Gavin Newsom recently signed a new law that raises the minimum wage from $15.50 to $20 per hour for fast-food workers starting April 1, 2024. Chris Simms, CEO and Founder of Lazy Dog, a casual dining restaurant that started in California and spans 49 locations across the US, joins the podcast for a discussion of how this law may impact employees, owners, franchisees, and consumers across the entire food-service industry.  
 
In this podcast, we look (and will continue in future episodes) at compensation from a variety of perspectives. We’ll cover tipping models from convenience stores to fine dining; what happens when wins slant toward some of the workforce and are not shared by all; and how automation figures into the equation.

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-13913685 Mon, 13 Nov 2023 07:00:00 -0500 1497 12 full false Hospitality by Design with Steven Upchurch, Co-Managing Director of Gensler Hospitality by Design with Steven Upchurch, Co-Managing Director of Gensler Good vibes. That’s probably the ultimate compliment when one enters into a space.  An environment viscerally impacts how we feel and interact with one another. Imagine creating those just-right vibes for large-scale spaces and places such as airports, city districts, corporate headquarters of international companies, sports arenas, museums, and hospital facilities. Where do you start?  In this interview, Steven Upchurch of Gensler reveals a bit of the blueprint for transformational design. The first note: start finely tuned research and analysis and then you build from there.

Gensler is a global architecture, design, and planning firm with 53 locations and 6,000+ professionals networked across the Americas, Europe, Greater China, Asia Pacific, and the Middle East. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Good vibes. That’s probably the ultimate compliment when one enters into a space.  An environment viscerally impacts how we feel and interact with one another. Imagine creating those just-right vibes for large-scale spaces and places such as airports, city districts, corporate headquarters of international companies, sports arenas, museums, and hospital facilities. Where do you start?  In this interview, Steven Upchurch of Gensler reveals a bit of the blueprint for transformational design. The first note: start finely tuned research and analysis and then you build from there.

Gensler is a global architecture, design, and planning firm with 53 locations and 6,000+ professionals networked across the Americas, Europe, Greater China, Asia Pacific, and the Middle East. 

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> BU School of Hospitality Administration Buzzsprout-13852547 Mon, 30 Oct 2023 07:00:00 -0400 2010 Arun Upneja, Dean, distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, Gensler, Steven Upchurch, architecture, design, hotels 11 full false Beyond Running Shoes with Keith Craig, Senior Director of Development of NB Development Group Beyond Running Shoes with Keith Craig, Senior Director of Development of NB Development Group New Balance has made an indelible footprint not only in fashion and sports but also in the real estate sector. Keith Craig, Senior Director of Development of NB Development Group, takes us through the milestones of how NB Development Group transformed the once-industrial area of Allston-Brighton into a vibrant destination for music, dining, entertainment, and life sciences. Speaking of all-stars, Boston Landing is also home to what might be the world’s fastest track and the training and practice facilities for the Boston Bruins and Celtics – an all-around win for Boston’s many fans and visitors!

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> New Balance has made an indelible footprint not only in fashion and sports but also in the real estate sector. Keith Craig, Senior Director of Development of NB Development Group, takes us through the milestones of how NB Development Group transformed the once-industrial area of Allston-Brighton into a vibrant destination for music, dining, entertainment, and life sciences. Speaking of all-stars, Boston Landing is also home to what might be the world’s fastest track and the training and practice facilities for the Boston Bruins and Celtics – an all-around win for Boston’s many fans and visitors!

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Keith Craig, Senior Director of NB Development Group Buzzsprout-13687522 Mon, 16 Oct 2023 07:00:00 -0400 1686 Arun Upneja, Dean, distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, New Balance, NB Development Group, Keith Craig, Real Estate, Boston, 10 full false Daily Table Offers a Hand, Not a Hand-Out with Doug Rauch, Founder and President of Daily Table Daily Table Offers a Hand, Not a Hand-Out with Doug Rauch, Founder and President of Daily Table For the many Trader Joe’s dedicated shoppers, Doug Rauch is a name you might not know as well as “Joe.” As President, he helped grow the business from a small chain in Southern California to a nationally acclaimed retail success story. After 31 years with the company, Doug hung up this trademark Trader Joe’s Hawaiin shirt to start a non-profit, community grocery store that provides fresh, tasty, convenient, and nutritious food to communities most in need at prices everyone can afford. 

Doug Rauch, Founder and President of Daily Table

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> For the many Trader Joe’s dedicated shoppers, Doug Rauch is a name you might not know as well as “Joe.” As President, he helped grow the business from a small chain in Southern California to a nationally acclaimed retail success story. After 31 years with the company, Doug hung up this trademark Trader Joe’s Hawaiin shirt to start a non-profit, community grocery store that provides fresh, tasty, convenient, and nutritious food to communities most in need at prices everyone can afford. 

Doug Rauch, Founder and President of Daily Table

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Doug Rauch, Daily Table Buzzsprout-13687098 Mon, 02 Oct 2023 07:00:00 -0400 1761 distinguished, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, Doug Rauch, Daily Table, Trader Joes, Arun Upneja, Dean 9 full false Old-world Charm Meets Automation: New England Inns & Resorts with Deborah Burns, Executive Director of New England Inns & Resorts Association Old-world Charm Meets Automation: New England Inns & Resorts with Deborah Burns, Executive Director of New England Inns & Resorts Association New England’s old-world charm is best captured by the idyllic, charming inns and resorts down backcountry roads, in the midst of beachside towns, and on the perches of snowy mountains. New England Inns & Resorts (NEIRA), established in 1907, makes it easy to explore over 300 resorts, inns, bed and breakfasts, hotels, and motor inns. Deborah Burns, NEIRA Executive Director, gives an inside look into how the care and personal touches are powered by strategy and the latest technology.



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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> New England’s old-world charm is best captured by the idyllic, charming inns and resorts down backcountry roads, in the midst of beachside towns, and on the perches of snowy mountains. New England Inns & Resorts (NEIRA), established in 1907, makes it easy to explore over 300 resorts, inns, bed and breakfasts, hotels, and motor inns. Deborah Burns, NEIRA Executive Director, gives an inside look into how the care and personal touches are powered by strategy and the latest technology.



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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Deborah Burns, Executive Director of New England Inns & Resorts Buzzsprout-13587517 Mon, 18 Sep 2023 06:00:00 -0400 1131 Arun Upneja, Dean, distinguished, Distinguished Podcast, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA, Deborah Burns, New England Inns and Resorts, N 8 full false Columbus Hospitality Group’s Approach(ability) to Fine Dining with Mark D’Alessandro, Director of Operations Columbus Hospitality Group’s Approach(ability) to Fine Dining with Mark D’Alessandro, Director of Operations While some fine dining experiences come with a side of pretension, Mark D’Alessandro, Director of Operations of the renowned Columbus Hospitality Group (CHG), sets a table that is exquisite and exceptional while remaining approachable. Mistral can be credited for being one of the preeminent restaurants that ushered in Boston’s burgeoning dining scene in the 1990s. A testament to its success, the CHG has grown to include Sorellina, three Mooo locations, XV Beacon Hotel, the Inn at St. Botolph, and Ostra – which received a five-star rating from the Boston Globe. Mark D’Alessandro shares his thoughts on how technology is (and is not) useful in restaurants and words of wisdom from decades in the business.

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> While some fine dining experiences come with a side of pretension, Mark D’Alessandro, Director of Operations of the renowned Columbus Hospitality Group (CHG), sets a table that is exquisite and exceptional while remaining approachable. Mistral can be credited for being one of the preeminent restaurants that ushered in Boston’s burgeoning dining scene in the 1990s. A testament to its success, the CHG has grown to include Sorellina, three Mooo locations, XV Beacon Hotel, the Inn at St. Botolph, and Ostra – which received a five-star rating from the Boston Globe. Mark D’Alessandro shares his thoughts on how technology is (and is not) useful in restaurants and words of wisdom from decades in the business.

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Mark D’Alessandro, Director of Operations, Columbus Hospitality Group Buzzsprout-13500915 Mon, 28 Aug 2023 07:00:00 -0400 1801 Dean Arun Upneja, Boston University, School of Hospitality Administration, Hospitality, restaurant podcasts, dining podcasts, Seth Greenberg, Mark D'Alessandro, Columbus Hospitality Group, Sorellina, Mooo, Ostra, 5-star restaurants, fine dining 7 full false Sharing Sonesta’s Secret with Vera Manoukian, Chief Operating Officer of Sonesta International Hotels Sharing Sonesta’s Secret with Vera Manoukian, Chief Operating Officer of Sonesta International Hotels Vera Manoukian became COO of Sonesta at the height of Covid in 2020. Defying the odds in these recent turbulent years, the company has expanded globally from its start in a tiny Massachusetts seaside town in 1937 to become one of the largest and fastest-growing hospitality companies. What is the secret to this wild success? Honored as one of the 2022 Influential Women of Hospitality by Hotel Management Magazine, Vera is just the person to shed light on hospitality’s best-kept secret.

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Vera Manoukian became COO of Sonesta at the height of Covid in 2020. Defying the odds in these recent turbulent years, the company has expanded globally from its start in a tiny Massachusetts seaside town in 1937 to become one of the largest and fastest-growing hospitality companies. What is the secret to this wild success? Honored as one of the 2022 Influential Women of Hospitality by Hotel Management Magazine, Vera is just the person to shed light on hospitality’s best-kept secret.

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Vera Manoukian, Chief Operating Officer of Sonesta International Hotels Buzzsprout-13437194 Mon, 21 Aug 2023 07:00:00 -0400 2600 Sonesta, Vera Manoukian, Hotels, Hospitality, Dean Arun Upneja, Boston University, School of Hospitality Administration, Boston, BU, Hospitality Business 6 full false The Way to Bartaco with Anthony Valletta, President of Bartaco The Way to Bartaco with Anthony Valletta, President of Bartaco How do you bartaco? “Bartaco” encapsulates both a “thing you do” and the name of this growing restaurant company with over 20 locations in 12 states.  Anthony Valletta, an alumnus of Boston University School of Hospitality Administration, and President of bartaco, delves into how the company has innovated the traditional restaurant business model. The secret sauce: operational excellence on the backend and warm service and fresh ingredients front and center.

bartaco

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> How do you bartaco? “Bartaco” encapsulates both a “thing you do” and the name of this growing restaurant company with over 20 locations in 12 states.  Anthony Valletta, an alumnus of Boston University School of Hospitality Administration, and President of bartaco, delves into how the company has innovated the traditional restaurant business model. The secret sauce: operational excellence on the backend and warm service and fresh ingredients front and center.

bartaco

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Anthony Valletta, President of Bartaco Buzzsprout-13343549 Mon, 07 Aug 2023 07:00:00 -0400 2038 Boston University, School of Hospitality Administration, SHA, Dean Arun Upneja, bartaco, Anthony Valletta, hospitality, restaurants, leadership, tacos full false Rebuilding Hospitality with Quendrida Whitmore, Executive Coach Rebuilding Hospitality with Quendrida Whitmore, Executive Coach Employees are demanding change, evidenced by widespread staff turnovers and union organization. Quendrida Whitmore, also known as “Coach Quen,” helps build better bosses and positive workplace cultures by being intentional about “how” work gets done.

Quendrida Whitmore writes on leadership in Boston Hospitality Review.

Coach Quen®
Quendrida Whitmore, Executive Coach and Founder of Quendrida Whitmore Coaching and Consulting

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Employees are demanding change, evidenced by widespread staff turnovers and union organization. Quendrida Whitmore, also known as “Coach Quen,” helps build better bosses and positive workplace cultures by being intentional about “how” work gets done.

Quendrida Whitmore writes on leadership in Boston Hospitality Review.

Coach Quen®
Quendrida Whitmore, Executive Coach and Founder of Quendrida Whitmore Coaching and Consulting

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Quendrida Whitmore, Executive Coach Buzzsprout-13205183 Mon, 24 Jul 2023 07:00:00 -0400 2653 Arun Upneja, Quendrida Whitmore, workplace culture, executive coach, Coach Quen, BU, Boston University, School of Hospitality Administration, hospitality 4 full false Mandarin Oriental’s Legendary Luxury with James Riley, Group Chief Executive Mandarin Oriental’s Legendary Luxury with James Riley, Group Chief Executive James Riley shares how the concept of luxury stays in touch with the 21st world by creating an inclusive corporate culture and cultivating fans, many of whom are widely famous, through its world-class guest experience.

James Riley, Group Chief Executive of Mandarin Oriental


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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> James Riley shares how the concept of luxury stays in touch with the 21st world by creating an inclusive corporate culture and cultivating fans, many of whom are widely famous, through its world-class guest experience.

James Riley, Group Chief Executive of Mandarin Oriental


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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> James Riley, Group Chief Executive of Mandarin Oriental Buzzsprout-13118414 Mon, 17 Jul 2023 07:00:00 -0400 1651 Mandarin Oriental, James Riley, Boston University, BU, School of Hospitality Administration, SHA, Luxury, 5-star hotels, hospitality, Arun Upneja 3 full false Meet Boston: Widening the View with Hilina Ajakaiye, Executive Vice President of Meet Boston, and Colette Phillips, CEO and President/Chief Strategist/Visionary of Colette Phillips Communications, Inc. Meet Boston: Widening the View with Hilina Ajakaiye, Executive Vice President of Meet Boston, and Colette Phillips, CEO and President/Chief Strategist/Visionary of Colette Phillips Communications, Inc. Meet Boston (formerly Greater Boston Convention & Visitors Bureau) introduces a new way to experience Boston. The “All Inclusive Boston” and “Boston never gets old” campaigns widen the lens to present the city’s diverse and inclusive angles while keeping the city’s rich history as part of the picture. Hilina Ajakaiye, Executive Vice President of Meet Boston, and Colette Phillips, CEO and President/Chief Strategist/Visionary of Colette Phillips Communications, Inc., have been instrumental in the rebranding of the Greater Boston region to showcase an ever-evolving Boston.


Colette Phillips, CEO and President/Chief Strategist/Visionary, Colette Phillips Communications, Inc.
Hilina Ajakaiye, Executive Vice President, Meet Boston

Boston Campaigns:
All Inclusive Boston
Boston Never Gets Old


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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Meet Boston (formerly Greater Boston Convention & Visitors Bureau) introduces a new way to experience Boston. The “All Inclusive Boston” and “Boston never gets old” campaigns widen the lens to present the city’s diverse and inclusive angles while keeping the city’s rich history as part of the picture. Hilina Ajakaiye, Executive Vice President of Meet Boston, and Colette Phillips, CEO and President/Chief Strategist/Visionary of Colette Phillips Communications, Inc., have been instrumental in the rebranding of the Greater Boston region to showcase an ever-evolving Boston.


Colette Phillips, CEO and President/Chief Strategist/Visionary, Colette Phillips Communications, Inc.
Hilina Ajakaiye, Executive Vice President, Meet Boston

Boston Campaigns:
All Inclusive Boston
Boston Never Gets Old


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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Hilina Ajakaiye, Executive Vice President, Meet Boston, and Colette Phillips, CEO and President/Chief Strategist/Visionary, Colette Phillips Communications, Inc. Buzzsprout-13109601 Tue, 11 Jul 2023 09:00:00 -0400 2496 Hilina Ajakaiye, Colette Phillips, Meet Boston, Colette Phillips Communications Inc., All Inclusive Boston, Boston Never Gets Old, Dean Arun Upneja, diversity, inclusivity, rebranding Boston, Boston University School of Hospitality Administration, Boston 2 full false Xenia and the Art of Luxury Retail with Ian Carter Chairman of Watches of Switzerland Group Xenia and the Art of Luxury Retail with Ian Carter Chairman of Watches of Switzerland Group The much-coveted Birkin bag or a Ferrari is unattainable for most people. Although these luxury goods may be out of sight price-wise for the majority of consumers, retailers who don’t allow aspirational browsing, are the ones who are out of touch. Subscribing to the idea that Xenia (genuine hospitality) is good for business — for both the browser and buyer alike is the topic of this conversation with Ian Carter, Chairman of Watches of Switzerland Group, the world’s leading retailer of luxury watch brands, and the owner and partner of The Exclusive Automotive Group of Washington DC, dealers of Aston Martin, Bentley, Koenigsegg, and Karma luxury vehicles.

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> The much-coveted Birkin bag or a Ferrari is unattainable for most people. Although these luxury goods may be out of sight price-wise for the majority of consumers, retailers who don’t allow aspirational browsing, are the ones who are out of touch. Subscribing to the idea that Xenia (genuine hospitality) is good for business — for both the browser and buyer alike is the topic of this conversation with Ian Carter, Chairman of Watches of Switzerland Group, the world’s leading retailer of luxury watch brands, and the owner and partner of The Exclusive Automotive Group of Washington DC, dealers of Aston Martin, Bentley, Koenigsegg, and Karma luxury vehicles.

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Ian Carter, Chairman of Watches of Switzerland Group and Chair of our Board of Advisors at Boston University’s School of Hospitality Administration Buzzsprout-13109431 Mon, 26 Jun 2023 11:00:00 -0400 1425 Dean Arun Upneja, Ian Carter, Watches of Switzerland Group, Exclusive Automotive Group, Xenia, luxury retail, luxury business, Boston University School of Hospitality Administration, Distinguished Podcast, Hospitality, consumers, fine watches 1 full false Distinguished (Official Trailer) Distinguished (Official Trailer) Distinguished with Dean Arun Upneja

Welcome to the Distinguished podcast. Here, we skip the small talk and get right into the top-of-mind topics in the world of Hospitality, including and certainly not limited to: recruiting and retaining talent, the need to increase diversity, equity, and inclusion, wellness and well-being of our team and our guests, climate action, and the impact of robotics and a.i. on the future of Hospitality. 

You’ll hear from executives, 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 livelihood.

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Distinguished with Dean Arun Upneja

Welcome to the Distinguished podcast. Here, we skip the small talk and get right into the top-of-mind topics in the world of Hospitality, including and certainly not limited to: recruiting and retaining talent, the need to increase diversity, equity, and inclusion, wellness and well-being of our team and our guests, climate action, and the impact of robotics and a.i. on the future of Hospitality. 

You’ll hear from executives, 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 livelihood.

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
Research and Content Creation: Lu Lan
Editing: Isabella Laikin
Sound Engineer: Andrew Hallock


Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0

]]> Buzzsprout-13026444 Mon, 19 Jun 2023 14:00:00 -0400 82 Arun Upneja, Dean, distinguished, Distinguished Podcast, Hospitality, Boston University, BU, Boston University School of Hospitality Administration, Distinguished Podcast, podcast, experience innovation, SHA trailer false