Distinguished | Hospitality Leadership Podcast with Dean Upneja

Hosted by BU School of Hospitality Administration

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Jun 2026

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About the show

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.

Listen to episodes

41 recent

June 10, 2026Episode 931 min

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.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsResearch and Content Creation: Lu LanEditing: Isabella LaikinSound Engineer: Andrew HallockMusic: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

May 20, 2026Episode 847 min

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 LuEditing: 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.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsResearch and Content Creation: Lu LanEditing: Isabella LaikinSound Engineer: Andrew HallockMusic: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

May 6, 2026Episode 743 min

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, hospitalityLessons in mentorship and creating a culture of careThe story behind CHG's newest concept, Gary’s PizzaAnd what makes great hospitality timelessEmail us at shadean@bu.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsResearch and Content Creation: Lu LanEditing: Isabella LaikinSound Engineer: Andrew HallockMusic: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

March 27, 2026Episode 641 min

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.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsResearch and Content Creation: Lu LanEditing: Isabella LaikinSound Engineer: Andrew HallockMusic: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

January 5, 2026Episode 537 min

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.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsResearch and Content Creation: Lu LanEditing: Isabella LaikinSound Engineer: Andrew HallockMusic: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

November 21, 2025Episode 448 min

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.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsResearch and Content Creation: Lu LanEditing: Isabella LaikinSound Engineer: Andrew HallockMusic: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

October 6, 2025Episode 349 min

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.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsResearch and Content Creation: Lu LanEditing: Isabella LaikinSound Engineer: Andrew HallockMusic: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

August 4, 2025Episode 236 min

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.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsResearch and Content Creation: Lu LanEditing: Isabella LaikinSound Engineer: Andrew HallockMusic: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

July 22, 2025Episode 142 min

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.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsResearch and Content Creation: Lu LanEditing: Isabella LaikinSound Engineer: Andrew HallockMusic: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

December 19, 2024Episode 538 min

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.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsResearch and Content Creation: Lu LanEditing: Isabella LaikinSound Engineer: Andrew HallockMusic: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0