Letter from the Editor – Spring 2025

Hospitality in Action: Insights from Experience Innovators

The practice of hospitality is about creating experiences that are deliberate, productive, meaningful, and memorable. Authentic connection has never been more vital and our ability to craft experiences that resonate with individuals and communities has never been more essential. 

In this edition of the Boston Hospitality Review, we feature interviews with seven remarkable Experience Innovators who exemplify the transformative power of hospitality across various industries:

• Jenn Bouchard, Chief People Officer of The Museum of Ice Cream 
• Kevin Brown, CEO of the Lettuce Entertain You Restaurant Group 
• Chris Cloud, Senior Director of Brand Engagement at the WNDR Museum 
• Karen Lemaire, Vice President of International Patient Services at Mass General Brigham 
• Stacy Moscatelli, CEO of Original X Productions 
• Jennifer Schwierzke, Vice President of Customer Strategy and Innovation at United Airlines 
• DJ Bosse and award-winning Chef Christopher Coombs, Co-Founders of Bosse – A Premiere Pickledom Experience

Each of these industry leaders, hailing from diverse backgrounds and sectors, shares insights on how they are incorporating Experience Innovation into their businesses. They demonstrate how intentional human interaction can address challenges while seizing opportunities in today’s complex business landscape. 

At its core, hospitality revolves around the idea of shared experiences. These experiences are the threads that weave us together, providing common reference points that bridge our diverse backgrounds and perspectives. They shape the narrative of our lives, driving how we perceive each other and the world around us. Positive encounters not only enhance our emotional well-being but also influence our behavior, nurturing a sense of belonging and understanding. And from a business perspective, hospitality can be a powerful tool to motivate action, attract and retain internal and external customers, fortify relationships, earn trust and loyalty and ultimately contribute to the bottom line. 

Every interaction can be an opportunity to create lasting impressions. By focusing on intentionality in our engagements, we can transform ordinary interactions into extraordinary experiences that inspire connection and collaboration. 

As we explore the multifaceted practice of hospitality and learn from these innovators, reflect on the experiences you create in your professional and personal lives. How can you infuse purpose and intention into your interactions? By doing so, we can create a ripple effect, fostering a culture of compassion and understanding in our businesses and society. 

Jonathan Katz
Lecturer, Director of Strategic Branding and Global Experience, Interim Chair of Undergraduate Programs, Boston University School of Hospitality Administration