Hospitality Quotient Yearbook January Workshop of 2024
THE JANUARY 2024 HOSPITALITY QUOTIENT WORKSHOP brought together professionals from the United States, Canada, and Brazil for a deep dive into enlightened hospitality, guided by the USHG leadership team. With a diverse range of businesses, we came together to share our experiences, challenges, and reflections over meals and conversations, and left with a shared vision of putting hospitality at the center of everything we do. CLASS OF '24 Jonathan Cunningham [email protected] “Hospitality is the feeling of belonging that someone else makes for me." Ozvaldo Avila [email protected] “Hospitality means welcoming. The first bite and sip have to be amazing because that's what guests will remember the most.” Michael Gallagher [email protected] “Hospitality means hiring hospitable people, supporting them, and giving them the tools they need to create the right experience for the guest.” Gabrielle Garner [email protected] “Hospitality means connection; bringing personal joy into a space to connect with another person around that joy." Fernando Kalache [email protected] “Hospitality is the effort to make people comfortable with our service while looking for opportunities to grow and carry the culture of the company." Patrice Gregory [email protected] “Knowing the staff truly care about the residence is very important to us—that the family can reach me any time, that their names are known.” Derek Guzman [email protected] “Hospitality means making sure people are having a special time that they'll remember forever.” Taylor Collier [email protected] “Hospitality means going above and beyond for the team: ensuring they have the tools they need and being there for the families.” Trevor Cornwell [email protected] “Hospitality is about empathy and vulnerability. Empathy as a consumer of hospitality; vulnerability as a practitioner of hospitality.”
Earl Ninsom [email protected] “Hospitality means taking care of people— doing something they don't expect us to do for them.” Courtney Willis [email protected] “Hospitality is a feeling of being welcomed, like family. It’s that warm embrace.” Ana Monte [email protected] “Hospitality is taking care of people, our guests and the people who work for us. What we do is all about people; this is why we're here.” James Murdock [email protected] “Hospitality means service and special moments: locking in with guests to do something special and out of the box.” Lisa Karvellas [email protected] “Hospitality is making someone feel seen, comfortable, and anticipating needs." Dino Reyes [email protected] “Hospitality means doing your job with a smile and loving what you do. The other thing is coaching your team to do the little things that make people's lives better.” Daniel Meth [email protected] “Hospitality means going above and beyond the norm for someone.” John Rondinelli [email protected] “Hospitality means building relationships: with staff, because ultimately they'll deliver what our vision is, and with students, so they go on to create wonderful businesses.” Stephanie Karvellas [email protected] “Hospitality means making people feel comfortable, anticipating their needs, and wanting people to have fun.” Alex Petrou [email protected] “Hospitality for me is making a difference in people's lives, both internally and for guests. Small things go a long way.”
UNITED IN HOSPITALITY
“What resonated with me most is ‘Everyone is a relationship waiting to happen.’ I can’t wait to bring this back to my team and put this into action.” - Ana Monte “I am taking away the importance of relationships. My father told me growing up everyone has a story to tell if you’re willing to listen. This is what I always remind myself: the value of the relationship far exceeds the dollar amount.” - Daniel Meth “I learned so much from this amazing group of people, about the problems they are facing and how universal they are. I am thankful to all of you for this experience.” - Jonathan Cunningham “This was truly a transformative experience. I came in as a person and am leaving as an exclamation point!” - Gabrielle Garner
“We can't wait to bring this back to our students and bring our students here. We want to inspire them and get them excited about hospitality.” - John Rondinelli “It is so validating being here and everyone having the same issues in their world and hearing how we are all aligned, particularly coming out of COVID. We are so grateful.” - Stephanie Karvellas “Coming here was eye opening because Marriott culture is something USHG also does. It’s amazing to see how our cultures are so similar.” - Alex Petrou “I didn’t know how you could give structure to kindness and it’s extraordinary. I think this can benefit every business. This is the way we need to do things and make the world a better place.” - Trevor Cornwell
“My takeaway is that we all love hospitality and it’s in our bones. It is a way of doing business that is real for your bottom line and it feels good too.” - Lisa Karvellas “One thing that stands out to me is ‘Err on the side of generosity.’ I will take this back to my team.” - Dino Reyes
Patti Simpson Managing Director HOSPITALITY QUOTIENT [email protected] Richard Coraine Founding Partner UNION SQUARE HOSPITALITY GROUP [email protected] Hospitality Quotient Executive Panel
Kate Gordon Program Manager HOSPITALITY QUOTIENT [email protected] Cynthia Sano Executive Assistant UNION SQUARE HOSPITALITY GROUP [email protected] Erin Cotterell Senior Director of Training UNION SQUARE HOSPITALITY GROUP [email protected] Tiffany Daniele Chief Financial Officer UNION SQUARE HOSPITALITY GROUP [email protected] Hannah Zuckerberg Executive Assistant UNION SQUARE HOSPITALITY GROUP [email protected] Zach Koff President DAILY PROVISIONS [email protected] Chip Wade Chief Executive Officer UNION SQUARE HOSPITALITY GROUP [email protected] Abe Monzon Senior Director, Talent UNION SQUARE HOSPITALITY GROUP [email protected] John Ragan President UNION SQUARE HOSPITALITY GROUP [email protected] Kelly MacPherson Chief Supply Chain & Technology Officer UNION SQUARE HOSPITALITY GROUP [email protected] Alex Stoczko Strategy & Development Manager HOSPITALITY QUOTIENT [email protected]
THANKS FOR JOINING US AT THE TABLE!