Letter from the Dean – Spring 2025
Embracing Hospitality: A Call to Action for Meaningful Connection.
In a world that is increasingly interconnected yet often divided, I believe there has never been a more crucial time for the practice of hospitality. At the School of Hospitality here at Boston University, we define hospitality not merely as a service industry standard but as the deliberate use of human interaction to address the myriad challenges and opportunities we face in our daily lives. We call this commitment to cultivating meaningful connections “Experience Innovation.”
The essence of hospitality is fundamentally about making people feel seen, heard, understood, and valued. In a society where disconnection and uncertainty can often prevail, the practice of our field extends far beyond hotel lobbies and restaurant tables. It reaches into every interaction we share, fostering a culture of civility and respect, essential for building bridges between individuals and communities.
This issue of the Boston Hospitality Review, edited by Jonathan Katz—Lecturer, Director of Strategic Branding and Global Experience, and Interim Chair of Undergraduate Programs at our School of Hospitality—focuses on the practice of hospitality from a variety of disciplines and industries. We invite you to challenge conventions, glean insights from these articles, and explore how you can embody the principles of hospitality within your own organizations and lives. Together, we can embrace innovative approaches to enhance our interactions and the overall experiences we offer.
You will notice the Experience Innovators interviewed come from within and outside the hospitality industry. Organizations like United Airlines, Mass General Brigham Hospital, and Lettuce Entertain You are continually exploring new ways to apply hospitality to provide the best passenger, patient and guest experience. We also look at other venues pushing boundaries with hospitality including Bosse, a unique enterprise with 21 pickleball courts and 4 restaurants by award-winning chef Chris Coombs, the WNDR Museum, Museum of Ice Cream, and Original X Productions.
As we navigate complexities in various sectors—from healthcare to retail, entertainment, education, and beyond—we find that the principles of hospitality can guide us. By embracing the spirit of service, civility, and empathy, we can create experiences that not only address immediate needs but also foster a sense of belonging and appreciation. This is particularly vital in our current socio-cultural climate, where inclusivity and understanding can help mend divisions.
At the Boston University School of Hospitality, we are committed to preparing our students to lead with purpose and compassion. We encourage our future leaders in this field to harness the power of Experience Innovation to create transformative experiences that enrich lives. Our goal is to extend the reach of hospitality far beyond traditional boundaries, inspiring students to become advocates for change within their communities.
Together, we stand at a moment where our collective dedication to hospitality is needed more than ever. As we continue to educate and empower the next generation, let us remember that through the deliberate practice of hospitality, we can create shared experiences that bring us closer together.
Warmly,
Arun Upneja, Ph.D.
Dean of Boston University School of Hospitality Administration