Distinguished

• 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 [email protected] “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsMarketing: Rachel Hamlin, Senior Marketing ManagerResearch: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

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• 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 [email protected] “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsMarketing: Rachel Hamlin, Senior Marketing ManagerResearch: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

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• 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 [email protected] “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsMarketing: Rachel Hamlin, Senior Marketing ManagerResearch: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

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• 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 [email protected] “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsMarketing: Rachel Hamlin, Senior Marketing ManagerResearch: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

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• 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 [email protected] “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsMarketing: Rachel Hamlin, Senior Marketing ManagerResearch: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

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