Defining Hospitality

Hospitality has ancient roots, and this week's guest traces her own path in the industry back to something surprising: a master's degree in philosophy. What started as bartending to pay for grad school became a full blown philosophy of service, one built on presence, reciprocity, and treating every guest interaction as its own small act of care. From building a team that turned an old motel into a two Michelin Key destination to launching a groundbreaking childcare pilot for hospitality workers, this conversation covers what it really takes to scale a business without losing the soul that made it special in the first place.

Colleen Rafferty is the President of Tourists, an award winning hotel in North Adams, Massachusetts that has earned two Michelin Keys and national recognition from outlets like Vanity Fair. She rose through the ranks from guest experience manager to the top leadership seat, helping build a culture so strong that her own team members have collectively logged 40 years of tenure at a hotel that has only been open eight. Beyond the hotel, Colleen is leading a new pilot childcare program funded by the state of Massachusetts in partnership with the Governor's Office, built specifically for hospitality workers whose schedules don't run Monday through Friday, 9 to 5.

Chapters:
00:00 Housekeeping Meltdown

00:36 Podcast Mission Intro

01:09 Meet Colleen Rafferty

01:50 Berkshires Festival Vibes

03:32 Defining Hospitality Xenia

06:35 Philosophy to Hospitality

13:57 Tourists Growth Michelin Keys

19:28 Scaling Culture and Structure

26:58 Childcare Pilot for Workers

33:02 Funding and Coalition

33:47 Red Tape Worries

35:23 Pilot Program Unknowns

36:10 Universal Pre-K Lessons

37:14 Michelin Inspector Details

38:10 Sing for Your Slumber

41:01 Tourists Expansion Plans

44:11 Scaling Without Losing Magic

48:28 Mentors and Gratitude

Quote of the Show: 
"This isn't really about you. This is about this moment and what the space can provide and what the guest is looking for." - Colleen Rafferty

Building a hotel, brand, or guest experience? Reach out to Dan on LinkedIn or hit reply on the Substack to share what you’re working on.

Links:

🏨✨ Defining Hospitality is Sponsored by Berman Falk https://www.bermanfalk.com/ - Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/ 

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