Can empathy, curiosity, and a willingness to run toward the fire reshape how leaders design experiences, and careers, in hospitality?

In this episode of Defining Hospitality, Dan Ryan sits down with Chelsea Hershelman, VP of Design and Development at Coral Tree Hospitality, to unpack hospitality as an empathetic act and leadership as influence, not authority. From designing for neurodiversity and stressed-out arrivals to taking leaps of faith across a non-linear career path, Chelsea shares how curiosity, courage, and human-centered thinking drive better spaces, stronger teams, and more meaningful guest experiences, without needing perfect credentials or traditional titles.

Takeaways:

• Hospitality starts with empathy, not aesthetics. Great experiences are built by considering the full ecosystem and designing for emotional states, not just how a space looks in photos.
• The most effective leaders rely on influence, not authority. By building relationships, using humor to help teams “unclench,” and knowing when to listen versus decide.
• Curiosity beats credentials every time. A background in art history, procurement, and project management became an asset, not a liability, because transferable skills opened doors others never saw.
• Running toward problems builds momentum and trust. Reframing crises as opportunities to shine, and celebrating quick wins can energize complex projects and establish you as someone who thrives in the arena.
• Balance isn’t static, it evolves. Sustained leadership requires knowing when to push and when to “take a knee,” prioritizing physical and mental health, and giving yourself grace as your definition of success changes over time.

Quote of the Show:

“To lead by influence is listening, staying curious and asking good questions.” - Chelsea Hershelman

Links:

• LinkedIn: https://www.linkedin.com/in/chelsea-hershelman-a0639656/
• Company website: https://www.coraltreehospitality.com/

Shout Outs:

• 3:27 - Coral Tree Hospitality https://www.coraltreehospitality.com/
• 19:47 - Ace Hotels https://acehotel.com/
• 20:43 - NEWH https://newh.org/
• 20:48 - Colorado Hotel & Lodging Association https://www.chla.com/
• 25:44 - The National Park Service https://www.nps.gov/index.htm
• 29:01 - Brené Brown https://brenebrown.com/
• 29:56 - The Rotary Club https://www.rotary.org/en
• 32:57 - Daring Greatly https://brenebrown.com/book/daring-greatly/
• 33:06 - Theodore Roosevelt https://www.whitehousehistory.org/bios/theodore-roosevelt
• 44:40 - Outbound Hotels https://outboundhotels.com/
• 53:51 - Hilton https://www.hilton.com/en/

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

Ways to Tune In:

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• Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id1573596386
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• Transistor: https://www.defininghospitality.live/