The Service Center

[Episode 30]Support The Service Center!: https://www.buzzsprout.com/1844427/supportLesley Wong is the owner and Principal Designer at Lesley Wong Interiors and is a hospitality interior design specialists based in Ontario, Canada. Her guest-first design strategy is focused on crafting customized and beautiful hotel spaces for guests, that are both ascetically pleasing and operationally function for operators. Lesley graduated from the New York School of Interior Design and honed her skills in design and construction with Four Seasons Hotels and Resorts. She has operated her own design firm from nearly 10 years, working with brands including Comfort Inn, Best Western, IHG, and Hilton on creating unique, boutique hospitality environments. You can connect with Lesley on LinkedIn: linkedin.com/in/lesley-wong-hotels or visit her website at: lesleywonginteriors.ca-----Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and human experiences. He began working in the service industry at 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. He is an expert in service, hospitality operations, and management, with over two decades teaching at both colleges and universities across Canada. William holds a PhD in Management and multiple degrees in hospitality and tourism. He in an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.------------------------------------------------------------------------------------------------Listen to the podcast (all hosting sites): https://theservicecenter.buzzsprout.com/share Questions or feedback about the show? Suggestions for future guests? Reach out - I would love to hear from you!E-mail: william@theservicecenter.caLinkedIn: https://www.linkedin.com/in/drwilliamcmurray/Podcast art: Jack Designs a Graphics CompanySupport the showSupport The Service Center!: https://www.buzzsprout.com/1844427/supportSupport the showSupport The Service Center!: https://www.buzzsprout.com/1844427/support

[Episode 29]Support The Service Center!: https://www.buzzsprout.com/1844427/supportLesley Wong is the owner and Principal Designer at Lesley Wong Interiors and is a hospitality interior design specialists based in Ontario, Canada. Her guest-first design strategy is focused on crafting customized and beautiful hotel spaces for guests, that are both ascetically pleasing and operationally function for operators. Lesley graduated from the New York School of Interior Design and honed her skills in design and construction with Four Seasons Hotels and Resorts. She has operated her own design firm from nearly 10 years, working with brands including Comfort Inn, Best Western, IHG, and Hilton on creating unique, boutique hospitality environments. You can connect with Lesley on LinkedIn: linkedin.com/in/lesley-wong-hotels or visit her website at: lesleywonginteriors.ca-----Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and human experiences. He began working in the service industry at 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. He is an expert in service, hospitality operations, and management, with over two decades teaching at both colleges and universities across Canada. William holds a PhD in Management and multiple degrees in hospitality and tourism. He in an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------Listen to the podcast (all hosting sites): https://theservicecenter.buzzsprout.com/share Questions or feedback about the show? Suggestions for future guests? Reach out - I would love to hear from you!E-mail: william@theservicecenter.caLinkedIn: https://www.linkedin.com/in/drwilliamcmurray/Podcast art: Jack Designs a Graphics CompanySupport the showSupport The Service Center!: https://www.buzzsprout.com/1844427/support

[Episode 28]Support The Service Center!: https://www.buzzsprout.com/1844427/supportAnne Marie Johns is the General Manager of the Fairmont Tremblant. She has been a leader in the lodging industry for over 30 years across 11 hotel properties, with extensive experience in sales and marketing, along with operational management. In 2021, she received the Pinnacle Award from KML as Hotelier of the Year.You can connect with Anne Marie on LinkedIn: linkedin.com/in/anne-marie-johns-35837326-----Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and human experiences. He began working in the service industry at 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. He is an expert in service, hospitality operations, and management, with over two decades teaching at both colleges and universities across Canada. William holds a PhD in Management and multiple degrees in hospitality and tourism. He in an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------Listen to the podcast (all hosting sites): https://theservicecenter.buzzsprout.com/share Questions or feedback about the show? Suggestions for future guests? Reach out - I would love to hear from you!E-mail: william@theservicecenter.caLinkedIn: https://www.linkedin.com/in/drwilliamcmurray/Podcast art: Jack Designs a Graphics CompanySupport the showSupport The Service Center!: https://www.buzzsprout.com/1844427/support

[Episode 27]Support The Service Center!: https://www.buzzsprout.com/1844427/supportAnne Marie Johns is the General Manager of the Fairmont Tremblant. She has been a leader in the lodging industry for over 30 years across 11 hotel properties, with extensive experience in sales and marketing, along with operational management. In 2021, she received the Pinnacle Award from KML as Hotelier of the Year. You can connect with Anne Marie on LinkedIn: linkedin.com/in/anne-marie-johns-35837326-----Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and human experiences. He began working in the service industry at 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. He is an expert in service, hospitality operations, and management, with over two decades teaching at both colleges and universities across Canada. William holds a PhD in Management and multiple degrees in hospitality and tourism. He in an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.------------------------------------------------------------------------------------------------Listen to the podcast (all hosting sites): https://theservicecenter.buzzsprout.com/share Questions or feedback about the show? Suggestions for future guests? Reach out - I would love to hear from you!E-mail: william@theservicecenter.caLinkedIn: https://www.linkedin.com/in/drwilliamcmurray/Podcast art: Jack Designs a Graphics CompanySupport the showSupport The Service Center!: https://www.buzzsprout.com/1844427/support

[Episode 26]Support The Service Center!: https://www.buzzsprout.com/1844427/supportDr. Altaf Sovani is the founder and CEO of Alzen Consulting, focusing on hospitality, tourism, and education sectors. Altaf has over 27 years experience as a hospitality educator, with 13 years as the Academic Chair with the School of Hospitality and Tourism at Algonquin College in Ottawa, ON. In 2022, Altaf published his book, “Labor Crisis in Hospitality, Tourism & Event Industry – Finding Innovative Solutions for Recruitment and Retention of Millennials”. You can connect with Altaf on LinkedIn: linkedin.com/in/dr-altaf-sovani-76743520His book can be found at most booksellers, including Amazon (https://a.co/d/4F3CceO) and Indigo Books (https://www.kobo.com/ca/en/ebook/labor-crisis-in-hospitality-tourism-event-industry) ----- Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and human experiences. He began working in the service industry at 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. He is an expert in service, hospitality operations, and management, with over two decades teaching at both colleges and universities across Canada.  William holds a PhD in Management and multiple degrees in hospitality and tourism. He in an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------Listen to the podcast (all hosting sites): https://theservicecenter.buzzsprout.com/share Questions or feedback about the show? Suggestions for future guests? Reach out - I would love to hear from you!E-mail: william@theservicecenter.ca LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast art: Jack Designs a Graphics CompanySupport the showSupport The Service Center!: https://www.buzzsprout.com/1844427/support

[Episode 25]Support The Service Center!: https://www.buzzsprout.com/1844427/supportDr. Altaf Sovani is the founder and CEO of Alzen Consulting, focusing on hospitality, tourism, and education sectors. Altaf has over 27 years experience as a hospitality educator, with 13 years as the Academic Chair with the School of Hospitality and Tourism at Algonquin College in Ottawa, ON. In 2022, Altaf published his book, “Labor Crisis in Hospitality, Tourism & Event Industry – Finding Innovative Solutions for Recruitment and Retention of Millennials”. You can connect with Altaf on LinkedIn: linkedin.com/in/dr-altaf-sovani-76743520His book can be found at most booksellers, including Amazon (https://a.co/d/4F3CceO) and Indigo Books (https://www.kobo.com/ca/en/ebook/labor-crisis-in-hospitality-tourism-event-industry) ----- Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and human experiences. He began working in the service industry at 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. He is an expert in service, hospitality operations, and management, with over two decades teaching at both colleges and universities across Canada. William holds a PhD in Management and multiple degrees in hospitality and tourism. He in an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.------------------------------------------------------------------------------------------------Listen to the podcast (all hosting sites): https://theservicecenter.buzzsprout.com/share Questions or feedback about the show? Suggestions for future guests? Reach out - I would love to hear from you!E-mail: william@theservicecenter.caLinkedIn: https://www.linkedin.com/in/drwilliamcmurray/Podcast art: Jack Designs a Graphics CompanySupport the showSupport The Service Center!: https://www.buzzsprout.com/1844427/support

[Episode 24]Support The Service Center!: https://www.buzzsprout.com/1844427/supportReetu Gupta is the Chairwoman and Ambassadress of The Gupta Group, a multi-faceted Toronto development company with a vast real estate portfolio including residential condos, office towers and hotels. The Gupta Group is a multi-generational family-run and operated business. Reetu has been recognized as one of Canada's Top 40 under 40 leaders, has receive the BMO Entrepreneurial Award as part of Canada's 100 most powerful women in 2019, and most recently was honoured with the Women of Inspiration Support HER Award from the Universal Women's Network. You can connect with Reetu on LinkedIn: linkedin.com/in/reetu-gupta-85820243----- Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and human experiences. He began working in the service industry at 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. He is an expert in service, hospitality operations, and management, with over two decades teaching at both colleges and universities across Canada.William holds a PhD in Management and multiple degrees in hospitality and tourism. He in an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------Listen to the podcast (all hosting sites): https://theservicecenter.buzzsprout.com/share Questions or feedback about the show? Suggestions for future guests? Reach out - I would love to hear from you! E-mail: william@theservicecenter.ca LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast art: Jack Designs a Graphics CompanySupport the showSupport The Service Center!: https://www.buzzsprout.com/1844427/support

[Episode 23]Support The Service Center!: https://www.buzzsprout.com/1844427/supportReetu Gupta is the Chairwoman and Ambassadress of The Gupta Group, a multi-faceted Toronto development company with a vast real estate portfolio including residential condos, office towers and hotels. The Gupta Group is a multi-generational family-run and operated business. Reetu has been recognized as one of Canada's Top 40 under 40 leaders, has receive the BMO Entrepreneurial Award as part of Canada's 100 most powerful women in 2019, and most recently was honoured with the Women of Inspiration Support HER Award from the Universal Women's Network. You can connect with Reetu on LinkedIn: linkedin.com/in/reetu-gupta-85820243----- Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and human experiences. He began working in the service industry at 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. He is an expert in service, hospitality operations, and management, with over two decades teaching at both colleges and universities across Canada.William holds a PhD in Management and multiple degrees in hospitality and tourism. He in an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------Listen to the podcast (all hosting sites): https://theservicecenter.buzzsprout.com/share Questions or feedback about the show? Suggestions for future guests? Reach out - I would love to hear from you! E-mail: william@theservicecenter.ca LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast art: Jack Designs a Graphics CompanySupport the showSupport The Service Center!: https://www.buzzsprout.com/1844427/support

[Episode 22]Laura Hingel is the Global Head of Talent Acquisition & Employer Branding with Parfums Christian Dior. Prior to joining Dior, she built her career in talent and human resource management in the hospitality and service field with elite companies that include Accor, FHRI, and the Four Seasons Hotels and Resorts. Laura hails from Thunder Bay, Ontario Canada but current calls Paris, France her home. She joined the executive team with the House of Dior in 2022.You can connect with Laura on LinkedIn: linkedin.com/in/laura-hingel-31976a21 Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management. William is an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.caTwitter: @WilliamCMurrayLinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Podcast art: Jack Designs a Graphics CompanyApple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S2E07]Laura Hingel is the Global Head of Talent Acquisition & Employer Branding with Parfums Christian Dior. Prior to joining Dior, she built her career in talent and human resource management in the hospitality and service field with elite companies that include Accor, FHRI, and the Four Seasons Hotels and Resorts. Laura hails from Thunder Bay, Ontario Canada but current calls Paris, France her home. She joined the executive team with the House of Dior in 2022.You can connect with Laura on LinkedIn: linkedin.com/in/laura-hingel-31976a21 Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.  William is an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Podcast art: Jack Designs a Graphics CompanyApple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S2E06]Edwin Frizzell is the Regional Vice President for Accor in Central Canada and the General Manager of the Fairmont Royal York hotel in Toronto, Ontario. He has 30 years of experience in the lodging sector with brands including Delta Hotels, The Sutton Place, Sheraton, W Hotels, Hilton Worldwide, Westin, and now AccorHotels. He led the epic 5-year renovation project in honour of the Royal York's 90th anniversary. In 2019, he received the Pinnacle Award as Canada's Hotelier of the Year.You can connect with Edwin on LinkedIn: linkedin.com/in/edwinfrizzellHost: William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.William is an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.caTwitter: @WilliamCMurrayLinkedIn: https://www.linkedin.com/in/drwilliamcmurray/Podcast: https://theservicecenter.buzzsprout.comPodcast art: Jack Designs a Graphics CompanyApple Podcast: https://podcasts.apple.com/podcast/id1586989748Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1Stitcher: https://www.stitcher.com/show/the-service-centerAmazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-centeriHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S2E05]Edwin Frizzell is the Regional Vice President for Accor in Central Canada and the General Manager of the Fairmont Royal York hotel in Toronto, Ontario. He has 30 years of experience in the lodging sector with brands including Delta Hotels, The Sutton Place, Sheraton, W Hotels, Hilton Worldwide, Westin, and now AccorHotels. He led the epic 5-year renovation project in honour of the Royal York's 90th anniversary. In 2019, he received the Pinnacle Award as Canada's Hotelier of the Year. You can connect with Edwin on LinkedIn: linkedin.com/in/edwinfrizzellHost: William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.William is an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Podcast art: Jack Designs a Graphics CompanyApple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S2E04]Brian Leon is the CEO of Choice Hotels Canada, where he has led their franchise family for over 16 years. Before joining Choice Hotels, he was instrumental in developing the successes of both The Great Canadian Bagel and Booster Juice. Brian was born into a hospitality family – his father worked directly with Colonel Saunders himself to grow Scott's Chicken Villa into what we know today simply as KFC.Entrepreneur, partner, leader, and supporter – Brian continues to put his partners and people first and is in steadfast service to their success. You can connect with Brian on LinkedIn: linkedin.com/in/brian-leon-7466a822 or visit Choice Hotels Canada: https://www.choicehotels.com/en-caHost: William C Murray, PhD: William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management. William is an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.caTwitter: @WilliamCMurrayLinkedIn: https://www.linkedin.com/in/drwilliamcmurray/Podcast: https://theservicecenter.buzzsprout.comPodcast art: Jack Designs - A Graphics CompanyApple Podcast: https://podcasts.apple.com/podcast/id1586989748Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1Stitcher: https://www.stitcher.com/show/the-service-centerAmazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-centeriHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S2E03]Brian Leon is the CEO of Choice Hotels Canada, where he has led their franchise family for over 16 years. Before joining Choice Hotels, he was instrumental in developing the successes of both The Great Canadian Bagel and Booster Juice. Brian was born into a hospitality family – his father worked directly with Colonel Saunders himself to grow Scott's Chicken Villa into what we know today simply as KFC.Entrepreneur, partner, leader, and supporter – Brian continues to put his partners and people first and is in steadfast service to their success. You can connect with Brian on LinkedIn: linkedin.com/in/brian-leon-7466a822 or visit Choice Hotels Canada: https://www.choicehotels.com/en-ca Host: William C Murray, PhD: William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.  William is an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------ If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!! E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Podcast art: Jack Designs - A Graphics Company Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1Stitcher: https://www.stitcher.com/show/the-service-centerAmazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-centeriHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S2E02]Trina Notman is a leader of rebels as Vice President of Marketing and Communications with both Accent Inns and Hotel Zed. Her career began in journalism and storytelling, pivoting into the world of marketing and creative campaign design. However, she jumped into the world of hospitality and tourism with Tourism Victoria, spending nearly 6 years leading public relations strategies and marketing programs. In 2017, she joined the team of Accent Inns and Hotel Zed, where she continues to drive creative engagement and non-traditional communications that are driven by FUN and led with love.You can connect with Trina on LinkedIn: linkedin.com/in/trina-notman-075b953Accent Inns: www.accentinns.com; Hotel Zed: www.hotelzed.comHost: William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.William is an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn.------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.caTwitter: @WilliamCMurrayLinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Podcast art: Jack Designs a Graphics CompanyApple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S2E01]Trina Notman is a leader of rebels as Vice President of Marketing and Communications with both Accent Inns and Hotel Zed. Her career began in journalism and storytelling, pivoting into the world of marketing and creative campaign design. However, she jumped into the world of hospitality and tourism with Tourism Victoria, spending nearly 6 years leading public relations strategies and marketing programs. In 2017, she joined the team of Accent Inns and Hotel Zed, where she continues to drive creative engagement and non-traditional communications that are driven by FUN and led with love.You can connect with Mandy on LinkedIn: linkedin.com/in/trina-notman-075b953Accent Inns: www.accentinns.com; Hotel Zed: www.hotelzed.com Host: William C Murray, PhD: William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.   William is an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Podcast art: Jack Designs a Graphics CompanyApple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S1E14]Mandy Farmer is a hotelier who puts people, service, & experience at the forefront of everything she does! She is President & CEO of both Accent Inns & Hotel Zed, two brands that pack a lot of personality. She embraces doing things differently, hires rebels, and pushes against being boring – all with a of leading with love. If you are ready to radically enrich the lives of others, you are definitely part of her tribe.Mandy received the 2016 KML Pinnacle Award for Hotelier of the Year & was awarded Business of the Year in 2018 by the Tourism Industry Association of Canada. In 2021, Waterstone Human Capital celebrated Accent Inns as one of Canada's most admired corporate cultures. And in 2022, Hotel Zed Tofino was listed by Fodor's Finest Hotels as one of the finest hotel's in Canada. Mandy on LinkedIn: linkedin.com/in/mandyfarmerAccent Inns: www.accentinns.com; Hotel Zed: www.hotelzed.com Host: William C Murray, PhD: William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.   William is an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Podcast art: Jack Designs a Graphics CompanyApple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S1E13]Darcy MacDonell is a restauranteur and entrepreneur who current owns and operates multiple hospitality businesses in Orillia, Ontario with his partner Simon MacRae, including The Common Stove, PICNIC Tapas & Wine Bar, and ROOMService. Before pivoting to Orillia, he built and operated one of Toronto's first farm-to-table focused restaurants, The FARMHOUSE Tavern. After working under mentors like Peter Oliver, Michael Bonacini, and Charles Khabouth, Darcy has established his own direction in foodservice over the last decade, grounded in ideals of sustainability, local foods, and balancing work with life. You can connect with Darcy directly through his LinkedIn profile: linkedin.com/in/darcymacdonell Host: William C Murray, PhD: William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.   William is an Associate Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Podcast art: Jack Designs a Graphics CompanyApple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S1E12]Arjun Channa is the General Manager of The Ritz-Carlton St. Thomas in the U.S. Virgin Islands. He is a true professional in the hospitality field and a life-long hotelier with a decade and a half of experience in the general manager role throughout the globe. He has led iconic properties in Vanuatu, Aruba, Puerto Rico, India, Canada, and now at the luxury property in St. Thomas. His focus is on excellence in everything you do and that true hospitality lives in the hearts of people, whether colleagues or guests. You can connect with Arjun through his LinkedIn profile: linkedin.com/in/arjun-channa-85040321 Host: William C Murray, PhD: William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.   William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Podcast art: Jack Designs a Graphics CompanyApple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S1E11]Erin Haid is the Director of Global Talent Acquisitions for Four Seasons Hotels and Resorts. She has over 15 years of experience within the hospitality field, from her time in foodservice as a Manager for Earl's Restaurants, to developing talent and culture with Starwood Hotels and Resorts, then with Accor. Prior to taking on her national leadership position with Four Seasons, she was the Head of People with Ten Thousand Coffees, an organization focused on the power of professional networks, connections, and mentorship. Erin in an accredited facilitator with Insight Discovery along with LEGO Serious Play FUNdamentals program. She currently is a member of the advisory council for the Ted Rogers School of Management at Ryerson University. You can connect with Erin through her LinkedIn profile: linkedin.com/in/erinhaid  Host: William C Murray, PhDWilliam is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.   William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S1E10]Susie Grynol is the President of the Hotel Association of Canada, the nation's leading advocacy voice for the lodging sector. During the pandemic, she has led the charge to gain governmental assistance through the Tourism and Hospitality Recovery Program, accessing more the $11 billion in financial relief and assistance for the industry. Simultaneously, she co-founded the Coalition of Hardest Hit Businesses, a partnership of over 125 sector associations and events from all levels, from regional to national, across Canada. She is a Certified Association Executive through the Canadian Society of Association Executives, and has most recently been recognized by KML, receiving the 2021 Pinnacle Award for Supplier of the Year. Hotel Association of Canada: http://www.hotelassociation.ca/ Coalition of Hardest Hit Businesses: https://www.hardesthit.ca/  Host: William C Murray, PhD: William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.   William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S1E09]Dr. Rachel Dodds is a Full Professor at the Ted Rogers School of Hospitality and Tourism Management at Ryerson University. She served for 4 years as the Director for Ryerson's Institute for Hospitality and Tourism Research and is the Director/Owner of Sustaining Tourism, a boutique tourism consulting firm specializing in sustainable tourism, tourism development and policy, and ecotourism.Rachel is an expert in the field of sustainable tourism and eco-tourism, with a focus on highly applicable research that can make impactful contributions to industry practices. Most recently, she contributed her knowledge to Tyler Sadler's 2021 documentary, “The Last Tourist”, along side leaders in the sustainability field such as Bruce Poon Tip and Dr. Jane Goodall. Faculty Profile: https://www.ryerson.ca/tedrogersschool/hospitality-tourism-management/faculty-and-research/rachel-dodds/ Sustaining Tourism: https://sustainabletourism.net The Last Tourist documentary (Trailer): https://youtu.be/r3_YO-t0DXM Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.  William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S1E08]Sean Billing is the Operating Partner at the Frontenac Club, a unique boutique lodging establishment found in the building designed to be the first Bank of Montreal in Upper Canada (circa 1845). Located in the heart of Kingston, Ontario, the Frontenac Club brings a new style and elegance to the Limestone City. When not running his historic landmark property, Sean is also the Executive Director of Brace Hospitality Consulting. He has operated properties in Canada for Delta Hotels & Resorts and Skyline Hotels & Resorts after a long run with Fairmont Hotels than included 3 years as Managing Director for East Africa. He is an alumnus of Western University. Frontenac Club: www.frontenacclub.com  Host: William C Murray, PhD: William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.  William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S1E07]Rosanna Caira is the Editor & Publisher at Kostuch Media Ltd, which produces both ‘Foodservice and Hospitality' and ‘Hotelier Magazine'. She has observed, reported on, and celebrated the Canadian hospitality industry for 40 years, from showcasing emerging talent with the ‘Top 30-Under-30' awards to spotlighting excellence with the Pinnacle Awards. Rosanna is a highly respected industry voice, surfacing stories that highlight the diverse quality of hospitality in Canada. Most recently, she co-founded WithOrg.com, for Women in Tourism and Hospitality, an organization focused on empowering female leaders and closing the gender leadership gap.Kostuch Media Ltd: www.kostuchmedia.comFoodservice and Hospitality: www.foodserviceandhospitality.comHotelier Magazine: www.hoteliermagazine.comWomen in Hospitality and Tourism: www.withorg.com   William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.   William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/  

[S1E06]Neil Hornsby is the Director of Marketing and Strategic Partnerships with Best Western International, the largest lodging membership association in the world with over 4,700 connected units.Neil studied hospitality management at the University of Guelph, falling in love with the hotel side of the industry, since returning as a core member of the HFTM Policy Advisor Committee. Neil grew his career with Delta Hotels at numerous properties as he rose through the ranks, becoming the General Manager of the Delta Saint John at the age of 29. After leaving the industry for six years to work with Loblaws, he returned to establish himself as a leader with Best Western International.Best Western International: www.bestwestern.com   William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.  William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/  

[S1E05]Joseph Klein is the General Manager of the Sheraton Montreal Airport Hotel, a seasoned hotelier who has managing iconic properties throughout Canada including the Montreal Marriott Chateau Champlain, Deerhurst Resort, and the former Fairmont Algonquin Hotel. He started at the beginning, like so many, as a busboy, moving up and through most every job in hotel operations. His time with WardAir allowed him to pivot into what became a decade long mastery of learning and training. He has spend the last 23 years running some of the top establishments across the country, impacts the careers of thousands along the way.Joseph Klein: linkedin.com/in/joseph-klein-011853b  Host: William C Murray, PhD: William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.   William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/ 

[S1E04]Madison Homewood is the founder of Drinks on Friday, a luxury cocktail subscription service based out of Toronto, Ontario. As an internationally award winning mixologist, Madi has created a one-of-a-kind beverage service to bring joy of indulging in bespoke cocktail recipes with extremely unique ingredients to your door. Madison has honed her craft at elite locations such as Restaurant le Phenix, The Trash Collective, the Supernova Ballroom, and Langdon Hall. She has designed cocktails and competed internationally at events including the Diageo World Class and Beyond the Rail. She is a 2018 alumna of the School of Hospitality, Food & Tourism Management at the University of Guelph. Drinks on Friday: www.drinksonfriday.com  Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.   William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Apple Podcast: https://podcasts.apple.com/podcast/id1586989748 Spotify:  https://open.spotify.com/show/6SdpLnjHDyBvavX6I3KvZF?si=bZKukAJnQEKE1Z1WSfAKWA&dl_branch=1 Stitcher: https://www.stitcher.com/show/the-service-center Amazon Music: https://music.amazon.ca/podcasts/27f06453-387e-4ce9-9ca2-7f495f85b666/the-service-center iHeartRadio: https://www.iheart.com/podcast/269-the-service-center-87078392/  

[S1E03]Scott Stratten is the President of UnMarketing, is a 6X best selling author, and a internationally sought-after speaker who passionately believes that a better business world can be build around integrity, community, and authenticity. He walks a beautiful tightrope of being funny and engaging while exposing some raw truths about business we know to be real, but might find tough to look at. In 2018, he was inducted into the National Speakers Association Hall of Fame. His books, all co-authored with his business partner and wife (also the greatest person in history according to him) Alison Stratten, began with “UnMarketing – Stop Marketing, Start Engaging”, which has sold 50,000+ copies and is available in over 7 languages. Their other books include “The Book of Awesome / The Book of UnAwesome”, “QR Codes Kill Kittens”, “UnSelling”, “UnBranding”, and most recently, “The Jackass Whisperer”.Scott is fascinated with disruptions of the status quo and single-minded in his belief that treating humans well is at the core of successful business practices.  UnMarketing: https://unmarketing.com/The UnPodcast: https://unmarketing.com/unpodcastKeynote Highlights: https://youtu.be/02g6VqHhsnkKeep Going Until We Spot: https://youtu.be/3Cakm2nIQWo  Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management.   William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurray LinkedIn: https://www.linkedin.com/in/drwilliamcmurray/ Podcast: https://theservicecenter.buzzsprout.com Available through Apple Podcast, Spotify, Stitcher, Amazon Music, and iHeartRadio. 

[S1E02]Jerrett Young is the Partner and CEO of Equal Parts Hospitality – a rich blend of lodging, foodservice, golf, and event spaces deeply rooted in the communities of Southern Ontario. Their diverse portfolio of properties of restaurants, accommodations, and event establishments include The Diplomat, Aberdeen Tavern, The French, The Apartment, and Knollwood Golf Club. After catching the hospitality ‘bug' in his twenties, Jerrett rose through the ranks of Oliver & Bonicini Restaurants, eventually becoming their Vice President of Operations for over 4 years before setting out on his own path as a hospitality consultant and owner/operator. In this episode, Jerrett and William discuss the importance of staying humble and the necessity (especially today!) of servant leadership. Jerrett also wisely points out that our current customers are incredibly sensitive to being in alignment with the brands they choose to be associated with and interact. Equal Parts Hospitality: https://www.equalparts.ca/ University of Guelph Sustainable Restaurant Program: https://ugsrp.com/  Host: William C Murray, PhD:William is passionate about service, the hospitality industry, and the human experiences found therein. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management. William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------If you have questions, comments, feedback about the show, or suggestions for future guests, reach out to me. I would love to hear from you!!E-mail: william@theservicecenter.ca Twitter: @WilliamCMurrayPodcast: https://theservicecenter.buzzsprout.com The Service Center podcast is currently available on Spotify, Amazon Music, Stitcher, and through iHeartRadio. 

[S1E01]Sara Glenn is the Chief Operating Officer for Accor in Canada, the Caribbean, Mexico, and Central America. Sara sits down in the Service Center to talk about her story in the hospitality industry, the value of taking risks, and the importance of taking care of people, both hotel guests and employees. Sara and William discuss how she sees herself as the "Chief Facilitator of Resolutions" to help her team solve problems, and that the lodging industry will not be able to build back the same after the pandemic. Sara explains how everything starts with the employee and the most critical focus in hospitality should be on how you make people feel.Hosted by William C Murray, PhD:William is passionate about service and the human experiences within the hospitality industry. He began in the service industry at the early age of 14 and has never looked back, gaining experience in retail, restaurants, and major hotel companies nationwide. Along the way, he earned a diploma in Hotel and Restaurant Management, a degree in English Literature, an MBA in Tourism Management, and his PhD in Management. William is currently an Assistant Professor at the University of Guelph (Canada) in the School of Hospitality, Food & Tourism Management at the Lang School of Business & Economics. He is an award-winning hospitality management educator with over 20 years experiences at both colleges and universities across Canada. His research focuses on workforce sustainability and the human condition of workers. He has published work in top journals, including Sustainability, the International Journal of Hospitality & Tourism Administration, and the the Journal of Human Resources in Hospitality and Tourism, along with being a co-author of the textbook Snapshots: An Introduction to Tourism, 6th Cdn. ------------------------------------------------------------------------------------------------Be sure to reach out If you have questions or comments about the show:E-mail: william@theservicecenter.ca Podcast: https://theservicecenter.buzzsprout.com Twitter: @WilliamCMurrayLinkedIn: @drwilliamcmurrayPodcast art: Jack Designs a Graphics Company