Did you find the hospitality industry, or did it find you?

Totally by chance. I began as a bartender and then worked as a restaurant and nightclub manager in New York City during the late 1970s and early 1980s. Eventually, I stumbled into a low-level food and beverage role in a midtown Manhattan hotel. Without formal hotel education, I faced challenges but realized that performance and creativity were my keys to advancement. Over years of hard work, I progressed from food and beverage roles to property operations, general management, and eventually corporate positions.

What is the importance of the hospitality industry, and how do you fit in?

The hospitality industry is rooted in the concept of escape. While the industry emphasizes guest experience, I see it as the means to provide a haven where guests can temporarily break away from the relentless pace of daily life. People seek environments that continue their lifestyle preferences but offer a sense of safety and renewal. Hospitality is no longer just about experience; it’s about delivering energy and meaning that invigorates guests.

What excites you most about the hospitality industry?

At its core, hospitality is about the art of acting selflessly. It’s about combining style and substance—the quality of the product you offer and the manner in which it’s delivered. In a society driven by self-interest, hospitality stands as a rare act of selflessness. This ethos energizes not just me but our entire team, reminding us of the deeper purpose behind what we do.

What are the industry’s biggest challenges, and how can they be resolved? What is the industry doing well?

The hospitality industry often operates in a competitive “red ocean” environment, where businesses vie against each other. My philosophy is to compete only against yourself—set your own goals, exceed them, and in turn, surpass guest expectations.

It’s also crucial not to neglect the internal guests: your staff. A happy and motivated team is essential for achieving success. The industry is adapting well to the needs of contemporary travelers, especially after the pandemic, which heightened the need for escape. It’s becoming more agile, flexible, and responsive to changing preferences, an encouraging sign of progress.

What do you envision for the future of the hospitality industry?

I foresee significant simplification in travel bookings, with less friction in the leisure booking chain. The future likely includes one-stop-shop platforms—think “Apple Travel”—where users can seamlessly book flights, accommodations, transportation, and activities in a single transaction. This consolidation of services will cater to modern travelers who value convenience and ease of use. As the industry evolves, it will attract users with not only strong branding but also the simplicity and efficiency of its offerings.