Distinguished | Hospitality Leadership Podcast with Dean Upneja

Avsnitt

• Leading With Curiosity: Jaclyn Leibl-Cote, President and CEO of Collette 10.06.2026 31min

  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 gl...
• Jen Ziskin, Executive Director of Mass Restaurant United: Advocating on Wages, Fees, and Workforce So Independent Restaurants Can Thrive 20.05.2026 47min

  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 owner...
• Jeff Gates, COO of Columbus Hospitality Group, on Elevating the Art of Service in the Tech Age 06.05.2026 43min

  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: hospita...
• Putting Philoxenia into Practice with Demetri Tsolakis, CEO of Xenia Greek Hospitality 27.03.2026 41min

  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, ...
• The Cycles Are the Opportunity: Ian Livingstone on Crises, Capital, and Long-Game Real Estate 05.01.2026 37min

  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 skylin...
• The Heart of Hospitality: Bashar Wali on Emotion, Belonging, and What AI Can’t Replace 21.11.2025 48min

  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 point...
• The Four-Pillar Framework for Talent Management in Hospitality: Sarah Diehl on Culture, Values & Leadership 06.10.2025 49min

  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 nei...
• Amanda Hyndman, Chief Operating Officer of Mandarin Oriental: Redefining Luxury from the Inside Out 04.08.2025 36min

  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...
• Ed Brown, CEO of Restaurant Associates: The Right Ingredients for Hospitality at Scale 22.07.2025 42min

  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 Rest...
• George Poll on Building Distinctive Dining Experiences from Long Island to Miami 19.12.2024 38min

  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 b...
• Unlocking Ultra-Luxury with Managing Director Luigi Romaniello on the Grand Reopening of the Waldorf Astoria New York 04.12.2024 37min

  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 t...
• Inhospitable? Redefining Service in Luxury Hospitality with Kate Buhler, Founder and President of Profitable to Train 05.11.2024 39min

  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...
• Aldau Development: Modern Hospitality Meets Millennia-Old Treasures 28.10.2024 38min

  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 a...
• Tipping & Wages Series: Politics Play Up the Benefits of Eliminating Taxes on Tips 23.09.2024 16min

  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 expert...
• Leadership Series: Practical Strategies for Bridging Leadership Gaps with Executive Coach Lori Mazan 05.09.2024 35min

  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 an...
• Saru Jayaraman Fights for One Fair Wage 20.08.2024 52min

  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 in...
• Tipping Series: The Psychology of Tipping with Michael Lynn, Ph.D., Professor of Services Marketing, Cornell University’s School of Hotel Administration 17.07.2024 40min

  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 caree...
• Leadership Series: Dondra Ritzenthaler Embarks on a New Leadership Role 05.06.2024 34min

  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 fr...
• The Matters that Massachusetts Restaurant Association Wages for (and against) with Stephen Clark 29.04.2024 42min

  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 (M...
• Tipping & Wages Series: Restauranteur's Dilemma of Balancing Equity and Economics with TJ Callahan 15.04.2024 43min

  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...