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!The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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. The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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. The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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. The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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. The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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.” The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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! The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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. The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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. The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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.The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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.The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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. The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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!The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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 TableThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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.The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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.The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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.The “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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.bartacoThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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 ConsultingThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://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 OrientalThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Director of Corporate and Public RelationsSound Engineer and Editor: Andrew HallockGraphic Design: Rachel Hamlin, Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0