Hospitality & Healthcare Roundtable

March 6-7, 2014 - Ithaca, NY

537 Statler HallIthaca, NY 14853

hosp_research@cornell.edu607-255-9780

www.chr.cornell.edu

The source for hospitality industry research

Shaping the global knowledge base in hospitality by linking academics and industry

Friends4Hoteliers.com • Cleverdis • Cruise Industry News • DK Shifflet & Associates • ehotelier.com • EyeforTravel • The Federation of Hotel & Restaurant Associations of India (FHRAI) • Gerencia de Hoteles & Restaurantes • Global Hospitality Resources • hospitalityInside.com • Hospitality Technology Magazine • HotelExecutive.com • HRH Group of Hotels Pvt. Ltd. • Hsyndicate • International CHRIE • iPerceptions • J.D. Power and Associates • The Leela Palaces, Hotels & Resorts • The Lemon Tree Hotel Company • Lodging Magazine • The Park Hotels • PKF Hospitality Research • Questex Hospitality Group • RateGain • RestaurantEdge.com • Shibata Publishing Co. • Sustainable Travel International

Senior PartnersAccenture, ASAE Foundation, Carlson Rezidor Hotel Group, National Restaurant Association, SAS, STR, and Taj Hotels Resorts and Palaces

PartnersCvent, Inc., Davis & Gilbert LLP, Deloitte & Touche USA LLP, Denihan Hospitality Group, Duetto, Forbes Travel Guide, Four Seasons Hotels and Resorts, Fox Rothschild LLP, Hilton Worldwide, Host Hotels & Resorts, Inc., Hyatt Hotels Corporation, Intel Corporation, InterContinental Hotels Group, Jumeirah Group, Maritz, Marriott International, Inc., Marsh’s Hospitality Practice, McDonald’s USA, priceline.com, PricewaterhouseCoopers, Proskauer, ReviewPro, Revinate, Sabre Hospitality Solutions, Sathguru Management Consultants (P) Ltd., Schneider Electric, TripAdvisor and Wyndham Hotel Group

2014 Hospitality & Healthcare Roundtable

n 5:30 – 8:00 p.m.

5th Floor Tower

Career Q&A with Students and Welcome Reception

Friday, March 7, 2014

n 7:30 – 8:30 a.m. Breakfast

Introduction n 8:30 – 8:45 a.m

n 8:45 – 10:00 a.m. Learning from Each Other: What can healthcare learn from hospitality? What can hospitality learn from healthcare?

n 10:15 – 11:45 a.m. Customer/Patient Experience and Lean Six Sigma: Opportunities and challenges for enhancing service while reducing waste

n 11:45 – 1:15 p.m. Working Lunch: TASK: Roundtable participants and student groups will brainstorm to identify innovative ideas, technologies, and/or business models that have the potential to significantly impact the healthcare/hospitality industry

n 1:15 – 2:00 p.m. Discussion and Review of Innovation Concepts

n 2:00 – 2:15 p.m. Break

n 2:15 – 3:30 p.m. Show Me the Money: Quantifying the financial aspects of healthcare/hospitality investment including customer statisfaction and HCAHPS results

n 3:30 – 3:45 p.m. Wrap-Up and Next Steps

The Statler Ballroom

AGENDA

Thursday, March 6, 2014

n 10:00 – 10:15 a.m. Break

Kelly Brennen Abramson, RN, MSN Administrative Director Penn Medicine Business Development

Kelly Brennen Abramson is Administrative Director, Penn Medicine Business Development, overseeing Concierge Services and International Business Development. Activities include inbound medical travel for international patients, new business initiatives, international relationships with Ministries, Government Authorities, Insurers, and Export services with US Commerce and Pa. Trade. Kelly also has contracted and developed programs with multinational companies and insurers [domestic and international] to control healthcare costs and quality outcomes. Kelly received her undergraduate and graduate degree from University of Pennsylvania School of Nursing and The Wharton School of Business. She is a Fellow at The College of Physicians of Philadelphia and active with Cornell University, School of Hotel Management-Hospitality Research.

Beth Bruss Senior Marketing Associate, Hospitality Division Lead Talent Plus, Inc.

Beth Bruss joined Talent Plus in 2007 and currently works as the Senior Marketing Associate Hospitality/Retail Division Lead. Bruss works closely with our hospitality/retail team to ensure that we are sharing results we have found in years of working in this industry with clients such as Capella Hotel Group, Shangri-La Hotels and Resorts, Estēe Lauder Companies and The Dorchester Collection. She is instrumental in initiating marketing and sales activation campaigns that help our clients to see the big picture in terms of what Talent Plus can offer as they build a Talent-Based Organization ®. Prior to accepting her current role, Bruss held a position as a client relationship manager with several of Talent Plus’ domestic and international clients, with her focus being on the health care industry, including clients such as Henry Ford Health System, Bon Secours Health System, Northwestern Memorial Hospital, Connecticare and Denver Health. Additionally, Bruss also spent time on the Talent Plus branding team to help move marketing initiatives forward for the company. She has also served as a team lead on several of Talent Plus’ internal initiatives, including the Talent Development Program and Talent Plus Experience Team. Born and raised in Bellevue, Neb., Bruss is a graduate of the University of Nebraska – Lincoln with a bachelor’s degree in journalism, majoring in advertising with minors in English and French. She has worked with two marketing, advertising and communications firms, in Indianapolis and Lincoln, working closely with clients such as St. Joseph Regional Medical Center, The Walt Disney Company, Allstate, General Electric Company and Hill-Rom. Outside of Talent Plus, Bruss has served on multiple boards including the Lincoln Chapter of the American Marketing Association, Alpha Omicron Pi Advisory Board and Fresh Start Home. Bruss is also a figure-skating coach with Lincoln’s Star City Figure Skating Club and is a lifetime member of Alpha Delta Sigma (College of Journalism honorary). In May 2008, Bruss ran her first half-marathon. She and her husband Kyle, also a Talent Plus associate, live in Lincoln with their son, Jaxon and daughter, Nora. As well, she loves spending time reading, painting, making videos, playing with her dog, Dasha, and spending time with her family and friends.

David Caleca Partner and Managing Director CS Capital Advisors, LLC (“CSCA”)

David Caleca is a Partner and Managing Director at CS Capital Advisors, LLC (“CSCA”) and has been a founding member of the CSCA team since its inception in March 1999. CSCA offers a broad range of investment banking services, including corporate advisory and capital raising services, to REITs and other real estate intensive industries including seniors housing, healthcare and hospitality. From July 1997 to February 1999, Mr. Caleca was an Analyst with the Corporate Finance Department at Schroder & Co. Inc. From July 1996 to July 1997, he was an Analyst in the Investment Banking Department of NatWest Markets. Since 1996, he has worked on a wide range of capital market, restructuring, recapitalization and M&A transactions for domestic and international clients. Mr. Caleca is a Phi Beta Kappa graduate of the College of Arts & Sciences at Cornell University with a Bachelor of Arts degree in Economics. He also holds a General Course Economics degree from the London School of Economics.

Mr. Caleca resides in New York City. He currently serves as Treasurer and Membership Chair of the Cornell Class of 1996. While studying at Cornell, he was an official and coordinating supervisor of the Intramural Sports Program and an active participant in the Italian Studies Club. He is avid golfer and soccer player.

Elizabeth Classen Ambrose Proprietor Bridges Cornell Heights

For Elizabeth, Bridges Cornell Heights represents the culmination of more than 20 years of retirement care immersion. Her journey began in 1989 when Elizabeth founded a NYS licensed home health care agency in partnership with her sister, Patricia Classen. Within two years, their agency grew from 4 to over 120 employees, becoming the largest privately owned licensed agency in upstate NY. Their partnership evolved with the opening of three high quality, assisted living homes in 1994, 1996 and 1998. Through these experiences, Elizabeth recognized a strong need for a premium retirement facility closely connected with the cultural and ongoing educational opportunities of Cornell University. In 2001, Elizabeth created Bridges Cornell Heights in the Colonial style home formerly owned by Elaine and John Alexander, a Cornell trustee. The venture expanded in 2005 with the construction of a distinctive Tudor style residence on a neighboring parcel, and in 2012 with the renovation of a Colonial Revival style home on Kelvin Place, which provides a home care residence option. Future plans include adding an independent living residence on an adjacent property to accommodate younger more agile and autonomous seniors.

Bridges Cornell Heights was the first licensed Enhanced Assisted Living Residence (EALR) in New York, and as such became the prototype for the state's EALR designation. Their training and staff development methods provide a framework for the New York State Department of Health quality assurance guidelines. Additionally, the Ithaca Rotary Club and the City of Ithaca recognized Bridges with a Pride of Ownership award for sensitive property development in a historic district.

Elizabeth's daily inspiration comes from a love for people, especially older, wiser people, and she plays an active role in the lives of the residents who call Bridges home. She lives in Ithaca, NY and enjoys spending time with her two young children.

Maria Corbo Director of International Health Services Boston Children’s Hospital

Maria Corbo is currently the Director of International Health Services at Boston Children’s Hospital. She is a highly accomplished healthcare executive with experience in administrative and financial management of inpatient and outpatient services. Her expertise includes clinical operations, new program development and implementation, facility development and expansion, contract negotiation, strategic planning, physician relations and grant management. Prior to her position at Children’s Hospital Boston, Maria Corbo held positions at NYU Medical Center in New York City. She began her career at NYU Medical Center as Associate Vice President for Hospital Operations and most recently served as the Executive Director of International and Corporate Health Services. Ms. Corbo began her career at Montefiore Medical Center in the Bronx, New York and later at Beth Israel in New York City where she was responsible for developing multi-disciplinary inpatient and outpatient AIDS treatment programs. Ms. Corbo was appointed to the New York State AIDS Taskforce (1990-1995). She has been recognized by various communities in New York City for her service to the underserved in accessing healthcare, and in 2011 received the high honor of knighthood into the Order of the Star of Italian Solidarity in recognition of promoting national prestige abroad and promoting relations and cooperation with other countries and ties with Italy. Ms. Corbo holds an M.B.A. in Healthcare Management.

John DeHart CEO & Co-Founder Nurse Next Door Home Care Services

John is the Co-founder and CEO of Nurse Next Door Home Care Services and under his leadership, has built Nurse Next Door into one of Canada’s most successful healthcare brands, with over 90 locations North American wide. John was awarded the Ernst & Young Emerging Entrepreneur of the Year Award in 2006, he's been named to the Top 40 Under 40 list and he's lead Nurse Next Door to a lot of prestigious business awards including being named the Top Culture in Canada, one of Canada’s Top 10 Employers, and most recently, named Canada’s Smartest Company in 2013. John speaks throughout the world on building culture, and lectures at prestigious Universities across North America including regular appearances at M.I.T. John is a graduate of Cornell University and lives in Vancouver with his wife Gayla and two daughters, Aja and Daisy, and runs up mountains for a hobby.

Jan deRoos Associate Professor and HVS Professor of Hotel Finance and Real Estate School of Hotel Administration, Cornell University

Jan A. deRoos is an associate professor at the School of Hotel Administration, where he has taught since 1988. He has devoted his career to hospitality real estate; with a focus on the valuation, financing, development, and operation of lodging, timeshare, and restaurant assets. He holds BS, MS, and PhD degrees from Cornell University, all with majors in Hotel Administration. His areas of teaching expertise span a range of hospitality real estate topics; property valuation, hospitality asset management, feasibility studies, hotel/resort planning and design, hotel/resort development and construction, and timeshare/vacation ownership. A frequent speaker on these topics, deRoos has contributed to lodging industry conferences in London, Los Angeles, New York, Singapore, and Stockholm. His current research is focused on three themes; the design and implementation of hotel management contracts and hotel leases, investment returns to lodging properties and supply/demand dynamics of lodging markets. He has developed two software tools to support the feasibility analysis of hospitality property; one entitled the Hospitality Valuation Software, which was co-developed with Stephen Rushmore of HVS International, and a second proprietary tool called the Timeshare Valuation Models. Prior to his teaching career at Cornell, deRoos worked extensively in the hospitality industry including with the Sheraton Corporation in New York City, as an engineering professional; the Remington Hotel Corporation as director of engineering, responsible for the engineering operations and renovation planning of the firm’s owned and managed hotel portfolio; and as senior project manager, responsible for the construction of new properties and renovation of existing hotels. During this period, deRoos was responsible for the construction of Marriott Hotels, Hilton Hotels and Hampton Inns.

Satish Devapatla, MD, MBA, FAAP Director of Neonatal Intensive Care Unit Cayuga Medical Center

Satish Devapatla, MD, MBA, FAAP., is the Director of Neonatal Intensive Care Unit at Cayuga Medical Center, Ithaca NY. After completing his medical schooling in India, he worked as a Medical officer in Caribbean Islands for a year. He did his residency in Pediatrics at Metropolitan Hospital Center, New York, NY from 1995-98 and completed fellowship training in Neonatal-Perinatal Medicine at Case Western Reserve University, Cleveland, OH from 1998-01. He is board certified in Pediatrics and Neonatal-Perinatal Medicine. He has been involved in active neonatal research in collaboration with the Division of Nutritional Sciences, Cornell University since 2001. After completing his healthcare EMBA from SUNY @ Binghamton, NY in 2011, he served as Medical Staff President at Cayuga Medical Center. He has a black belt in Lean Sigma through American Society of Quality. His interest is in providing efficient emergency healthcare using lean sigma methodologies. He has been involved in several quality improvement projects within Cayuga Medical Center, with primary focus on efficient clinical care delivery, inventory and resource management.

Jaime Estupinan Partner Booz & Co’s Health Strategy

Dr. Jaime Estupinan is a New York-based Partner with Booz & Company and a member of the firm’s Organization and Change Leadership practice and the Health market team. His experience extends to strategy and organizational transformation for health services and technology clients. He is an expert in building consumer-centric capabilities for health players and has led comprehensive programs to adapt health companies to new market environments. He has also led strategic transformation programs for global clients across industries. He is also a Cornell Alum.

Srinagesh Gavirneni Associate Professor of Operations Management S.C. Johnson Graduate School of Management, Cornell University

Srinagesh Gavirneni is an associate professor of operations management in the S.C. Johnson Graduate School of Management at Cornell University. For the 2011-12 academic year, he was a visiting associate professor in the Nanyang Business School. His research interests are in the areas of supply chain management, inventory control, production scheduling, simulation, and optimization. His papers have appeared in Management Science, Manufacturing & Service Operations Management, Operations Research, Production and Operations Management, European Journal of Operational Research, Operations Research Letters, IIE Transactions, and Interfaces. Previously, he was an assistant professor in the Kelley School of Business at Indiana University, the chief algorithm design engineer of SmartOps, a software architect at Maxager Technology Inc., and a research scientist with Schlumberger. His undergraduate degree from IIT-Madras is in mechanical engineering, and he has received a M.Sc. from Iowa State University and a Ph.D. from Carnegie Mellon University.

Herbert Heflich Chairman, CEO Chelsea Senior Living

Highlight of Skills: • Forty-two years of experience in owning, managing, and developing Nursing Homes and Assisted Living Residences • Approved Receiver for New Jersey Department of Health • “Work Out’ specialist for various lenders • Past President of NJALA • Past board member of the Alzheimer’s Association of New Jersey • Past chairman of the New Jersey Assisted Living Council (HCANJ) • Founder of the New Jersey Post Acute Network- the first organized group of Subacute Nursing Homes to negotiate contracts with managed care providers • Founder and President of HAF-Inc: developer and builder. • Developed and manage Mt. Bethel Village- a supportive housing for developmentally disabled adults. Experience: 1997-Present Chairman and CEO of Chelsea Senior Living. Transitioned into Assisted Living/Senior Living. Company owns/manages Assisted Living Facilities in New Jersey and New York. Experience encompasses affordable moderate and high-end facilities. Also developed niche market product for Assisted Living. Continue to own Inglemoore Care Center, a Nursing Home in Livingston, New Jersey. President of HAF-Inc., Developer and Builder. 1988-1999 President, Long Term Care Management. Owner/Manager of six nursing homes in New Jersey. Sold and stopped managing facilities (except for one). 1970-1988 Part Owner/Manager, Greenbrook Manor Nursing Home and Ashbrook Nursing Home-both located in Central New Jersey sold both to Union Hospital and managed them for the hospital (1985-1988). 1968-1970 Owner/Administrator, Maple Manor Nursing Home, Langhorne, Pennsylvania. Purchased and managed 64 bed Nursing Home. Expanded it to 89 beds and then sold it for significant profit. 1966-1968 Assisted Executive Director, Eden Park Homes- Albany, New York. Assisted in opening and managing nursing homes in Albany, New York. Honors/Licenses: • Member of the Nursing Shortage Study Commission • Member of the Assisted Living Work Group, which created the rules and regulations for establishing Assisted Living Facilities in New Jersey • NAIOP • Executive Board Member-HCANJ Education: • Queens College- Bachelor of Arts Degree 1965 • Numerous courses/seminars over the past forty years.

Brooke Hollis Executive Director Sloan Program in Health Administration, Cornell University

Brooke Hollis serves on the leadership team of the Sloan Program in Health Administration and works on program alumni/industry external relations. In addition to his work with alumni and industry, he mentors students, and serves as a faculty member. Beyond his appointment at Sloan, his ongoing professional consulting activities straddle the area of mergers & acquisitions and management consulting primarily for health and professional services firms. In addition to leadership roles in a number of regional, national and international professional organizations, Brooke is a past-president of the Sloan Alumni Association, and has been on the advisory boards of the College of Human Ecology and the Cornell Club of Greater Hartford. Mr. Hollis' background includes over three decades working in both the public and private sector, serving in senior management positions in a number of organizations in the health and financial advisory/consulting fields. While serving as president of a national professional association, he was involved in advocacy work with the federal government on policy and financial issues. For almost a decade he was an equity partner and president of a private firm that developed and managed specialty outpatient clinics, ran a Durable Medical Equipment (DME) company and provided contract staffing programs for hospitals in three states. His work as a partner in mergers & acquisitions advisory firms has involved consulting and transaction advisory work in 20 states and Canada with private equity funds and public or privately held domestic or international companies.

In addition to his work at Cornell, Brooke is a member and holds certifications from a number of health and mergers & acquisition professional associations. He is also actively involved with the Entrepreneurship@Cornell Program.

Gene Hopper President Monscierge

An entrepreneur, strategist, and consultant on high performance teams, Gene Hopper is known for her ability get executive teams to work together behind a new idea or high stakes outcome. Gene has served as consultant or interim management for clients ranging from Fortune 20 companies, non-profit organizations, venture and early stage medical, technological and service companies. Gene leads executive teams through the development of real world strategic plans to execution of the plans through building high functioning teams committed to results. Gene’s magic is her ability to work in complex and challenging environments, extract order, and build teams of leaders who pull together to make it happen. Gene Hopper has testified on Capitol Hill on the use of technology in health care, has developed and launched four companies (two venture funded), is a co-patent holder, has commercialized diagnostic services for people with diabetes, and consulted with early stage companies in numerous market sectors. At Apple Computer, Gene was part of the direct sales force and responsible for regional sales and marketing for higher education and health care and part of the team that redesigned the $750 million education direct and dealer channels. Gene served as executive director for the Center for Telemedicine at the University of Oklahoma Health Sciences Center where she implemented the largest statewide computer based healthcare services network for 60 rural hospital and regional facilities. Hopper went on to become Chief Information Officer for the Health Sciences Center and was responsible for enterprise wide infrastructure, applications and technology services at one of the top twenty comprehensive medical schools in the country. In 1999, Gene co-founded Inoveon, a diabetic retinopathy diagnostic company. She served as chief operating officer and vice president of operations and developed business plans and marketing strategy to deploy the company’s technology in diverse health care settings to detect diabetic retinopathy, the leading cause of blindness. Her work with diabetes led her to the Joslin Diabetes Center at the Harvard Medical School where she established business models for a diagnostic service start up delivered in various healthcare and reimbursement environments. Gene was a part of the executive team that secured seed capital and venture funding and was responsible for the developed national marketing, sales and operational programs resulting in the largest diabetic eye care service in use in the US. Throughout Gene’s career, she has both attracted and identified extraordinarily talented, authentic and effective individuals committed to building lasting value and culture. Hopper + Associates’ strength is in helping these individuals identify barriers, magnify strengths and act on opportunities to improve

themselves, their team and their organization. It is the culmination of Gene’s experience and her passion in creating high performance places.

Antony Hsu Associate Medical Director Cayuga Emergency Physicians, LLP

Lying on a stretcher, as a patient in my own emergency department, I can appreciate excellent care when it occurs. The hour of care crystalized how complex our medical system has become. I studied biomedical engineering at Johns Hopkins University and began my medical career at New York University. Emergency medicine residency training at Christiana Hospital, a large (>700 bed) tertiary referral center in Delaware gave me valuable perspective in how complex systems must be individualized to each patient, who feel like cogs in a wheel. As an associate medical director, I am beginning to understand that each institution is constantly striving to improve their metrics; but how do patients perceive this? They acutely feel the long waits but are powerless to speed the process. They understand the need for public health measures only until they lose income or freedom to travel. Explanations only go so far to placate; helping the patient and family adjust takes time and effort and will be graded among peers by readmissions, satisfaction surveys and cost-savings. The next 5 years will require physicians at all levels to connect with increasingly impatient patients; simple gestures such as sitting down with the patient and handholding, engaging family in decision-making and working closely with a team of visiting nurses and mid-levels will extend a physician’s reach. Crafting individualized diagnostic inquiries and tailoring therapies will become the standard of medicine. The future of hospital medicine will require a layering of refined hospitality to stay relevant.

Adam Kaplan Senior Vice President of Sales and Marketing Senior Lifestyle

Adam Kaplan is the Senior Vice President of Sales and Marketing for Senior Lifestyle, a leading senior living owner, operator and developer with 14,000-units under management. Adam is responsible managing a team of talented professionals in the development and execution of sales and marketing strategies and for overseeing key investor partnerships. Adam partners closely with operations to ensure that each of the communities within the Senior Lifestyle family is delivering best-in-class services and care. Prior to serving in his current role, Adam was a Vice President of Operations. In this capacity Adam was focused on fulfilling the Senior Lifestyle Mission by engaging his team to increase resident satisfaction. During his tenure in operations, Adam successfully oversaw the transition of over 2,500-units due to new acquisitions and third party management contracts. Prior to joining Senior Lifestyle, Adam was a Financial Underwriter with Merrill Lynch Capital in the Healthcare Real Estate Division. In an academic capacity Adam has a Bachelor of Science from the Cornell School of Hotel Administration and a Masters in Business Administration from Northwestern University’s Kellogg School of Management.

Judy Kaufman Director of Donor Patient Relationship Management Stanford Hospital & Clinics and Stanford University’s Office of Medical Center Development

Judy Kaufman is the Director of Donor Patient Relationship Management at Stanford Hospital & Clinics and at Stanford University’s Office of Medical Center Development. She serves as liaison between the hospital and a large 100+ person development team supporting Stanford’s new state-of-the-art hospital, set to open in 2018. Judy helps with prospect qualification, direct handling, and stewardship by identifying both major and principal gift donors who are guests at Stanford Hospital & Clinics. Before stepping into her current role Judy spent twelve years, first as co-director, then director, of Special Patient Services (SPS), a program at Stanford Hospital that she helped start in 2002. This patient-focused program delivers unmatched healthcare services to high-profile patients and their families by providing navigation expertise that connects them with Stanford's worldwide network of renowned physicians and medical specialization practices. The SPS business model and hospitality features have been so successful that many elements were mirrored in the development of Stanford's new Executive Medicine and Concierge Medicine Clinics. Prior to Stanford, Judy was a critical care nurse at Yale-New Haven Hospital. She received her RN degree from Lasell College, a BS in Anthropology from the University of California, Santa Cruz, and an MPH at San Jose State University. Judy also worked as an RN in Ecuador, Peru, and Mexico, volunteering for an NGO that performs cleft lip and palate surgery on children in the Andes Mountains. Judy spent the previous two years as Chair of the University Health System Consortium, representing Stanford Hospital & Clinics within the Global Executive Services Council, a group comprised of 40 major academic medical centers that advises members and drives networking knowledge; and she continues to serve on its Steering Committee. The GES council is responsible for defining best practices among major academic medical centers in the areas of International Services, Executive Health/Concierge, and medical hospitality for high profile patients. Judy has strong personal connections to Cornell through two of her three children. Her daughter Rebecca is a graduate of the Cornell School of Hotel Administration, and her son Jeffery is a graduate of Cornell's School of Industrial and Labor Relations.

Michelle R Kelly Vice President—Investments Health Care REIT, Inc

Ms. Kelly serves as Vice President – Investments for Health Care REIT, Inc. In this role, Ms. Kelly leads the team responsible for managing all of the company’s RIDEA joint venture investments, as well as several other key strategic relationships. This includes driving financial performance, client satisfaction, operational excellence and promoting both organic growth and growth through acquisitions and/or development. Prior to joining Health Care REIT in 2011, Ms. Kelly spent more than 10 years in GE Capital’s Healthcare Financial Services, focused primarily on debt for seniors housing and skilled nursing. She began her career at Heller Financial as a member of its Associate Development Program, ultimately joining its health care real estate business. Ms. Kelly has served as a member of the NIC Future Leaders Council since its inception in 2009 and is currently the Chairperson of that organization. Ms. Kelly holds a BS from the University of Illinois at Urbana-Champaign.

Dr.Catheryn Khoo-Lattimore Fulbright Visiting Scholar/ Associate Professor University of Florida/ Taylor’s University, Malaysia

Dr. Catheryn Khoo-Lattimore is a Fulbright Visiting Scholar at the University of Florida and an Associate Professor at Taylor’s University, Malaysia. She is a Committee Member of the International Council on Hotel, Restaurant and Institutional Education (ICHRIE) and the Journal of Hospitality and Tourism Education. Her work is predominantly focused on the needs of consumer and tourist groups utilizing qualitative research techniques. More specifically, she is interested in what can be better done for niche tourist groups and her current project under the Fulbright grant investigates accommodation needs of female group travelers.

Alan Lee Vice President, Support Services and Patient Centered Care New York Presbyterian Hospital

Alan Lee, MAS, is Vice President of Support Services & Patient Centered Care at New York-Presbyterian Hospital. In this capacity, Alan has executive responsibility for driving service delivery with such ancillary and support departments as Clinical Nutrition, Environmental Services, Patient Transport, Food Services, Laundry and Linen Services, Mailroom, Gift Shops, and Retail Outlets. Alan is also responsible for driving the service excellence initiatives for the organization to constantly improve the patients’ and visitors’ experience.

Prior to his time at NYP, Alan was Administrative Director of Information & Guest Services, Operator Services, and Environmental Services, at Hackensack UMC, in New Jersey. There he led the development of a very strong culture of gracious hospitality, resulting in nationally recognized patient satisfaction and employee engagement.

Prior to 2003, Alan’s professional background was in Hospitality Management in New York City. He was on the opening team for several deluxe and luxury brand products including Millennium Broadway, the Regent Wall Street, the Ritz-Carlton New York, Battery Park, and he also worked at Ian Schrager’s HUDSON. Alan is passionate about service, and the constant pursuit of excellence. He is also an accomplished speaker and presenter on the topics of leadership and service culture.

Jamie Loehr, MD, FAAFP Owner and Managing Partner Cayuga Family Medicine

Dr. Jamie Loehr, FAAFP has been a practicing family physician for over 20 years. He is the owner and managing partner of Cayuga Family Medicine, a small family practice in downtown Ithaca. His practice focuses on both “high-touch” and “high-tech” and has been using electronic medical records since 2000. Cayuga Family Medicine has twice achieved the highest NCQA Level 3 certification as a Patient Centered Medical Home and has also achieved meaningful use for all its clinicians. He was voted Best Family Physician of Ithaca in both 2013 and 2007. Dr. Loehr is also interested in vaccines and is the AAFP liaison the ACIP (Advisory Committee on Immunization Practices), the CDC advisory group that makes national vaccine recommendations to physicians. He is also an author and has written or co-written three books on vaccines as well as parenting children.

Isaac Losh Manager, Industry Partnerships Health Care REIT, Inc.

Isaac joined Health Care REIT, Inc. (NYSE: HCN) in 2011 and plays an integral role on the Investment Team by originating new relationships, sourcing, analyzing, and structuring new investments, internal business planning, as well as managing the company’s extensive strategic relationships with industry leading organizations. With emphasis on the seniors housing and care space, Isaac is involved with numerous initiatives focused on advancing the health care industry.

Isaac holds a master’s degree from Cornell University and an undergraduate degree from the University at Buffalo.

Jessica McMullen Senior Marketing Associate, Health Care Division Lead Talent Plus, Inc.

Jessica McMullen joined Talent Plus ® in 2014 and currently works as a Senior Marketing consultant in the health care industry. McMullen works closely with our health care team to ensure that we are sharing results we have found in years of working in this industry with clients such as Palmetto Health, Mercy, UCLA Medical Center and Southern Louisiana Veterans Health Care System. She is instrumental in initiating marketing and sales activation campaigns that help our clients to see the big picture in terms of what Talent Plus can offer as they build a Talent-Based Organization ®. Prior to joining Talent Plus, McMullen served in a variety of roles at National Research Corporation (NRC), including Marketing and PR Manager for The Governance Institute, Director of Market Research, Director of Corporate Project Management and the Director of Onboarding and Implementation. In her roles, she was recognized for successfully moving multiple key initiatives forward simultaneously, long-range project management expertise and streamlining processes to be efficient and effective. McMullen is a graduate of the University of Nebraska – Lincoln with a bachelor’s degree in Journalism and Mass Communications, where she graduated from the honors program with high distinction. Outside of Talent Plus, McMullen has served since 2001 as a board member of the Community Services Fund of Nebraska (CSF), where she held the title of president for two years. She also continues to be an active member of the Lincoln American Marketing Association (AMA) where she served one year as board president. She and her husband Joe, live in Lincoln with their two daughters, Delaney and Finnley. In addition to time spent with her family and friends, Jessica enjoys reading, cooking, NPR and watching foodie competitions.

Kunle Modupe Vice-President of Hospitality Services Hackensack University Medical Center

As the Vice-President of Hospitality Services at Hackensack University Medical Center, (HUMC) New Jersey, Kunle is in charge of all the hospitality services of the #1 ranked hospital in New Jersey and one of the Top 50 hospitals in United States according to US News & World Report. Prior to joining HUMC, Kunle worked as the Director of Support Services for Weill Cornell and Westchester Division of New York Presbyterian Hospital in New York. Before his foray in healthcare, Kunle spent over twenty years in hospitality industry with work experiences at the Ritz-Carlton Hotel Company (RCHC) and Omni hotels. His last hotel position was the Hotel Manager of The Ritz-Carlton, Sarasota, Florida. Kunle helped the resort in winning the prestigious AAA 5-Diamond Rating Award in 2005 and the coveted Florida Governor’s Sterling Quality Award in 2008. Kunle possesses a Master of Science degree in Hospitality Administration from Johnson & Wales University, Providence, Rhode Island.

Julie O’Shaughnessy Account Leader Studer Group

With over 24 years of health care leadership experience with a focus on quality management, Julie has led multiple efforts to improve performance including a 41% reduction in operating expenses and an increase in employee satisfaction from the 48th percentile to the 92nd percentile by designing and implementing an integrated model for quality, risk, and case management. Since joining Studer Group in 2004, Julie has worked with over 100 organizations in a variety of settings including academic medical centers, community hospitals, home health agencies, medical groups, and long-term care. Several of Julie’s partners have been recognized as Studer Group’s Health Care Organization of the month because they have achieved the following results:

• Indiana University Health North-Overall Rating of Care above the 90th percentile since the initiation of HCAHPS

• Rochester General Health System improved physician engagement from the 44th percentile to the 84th percentile

• White Plains Hospital reduced RN Turnover from 18% to 11% and realized a direct cost savings of $275,000 She also served as a Coach for Sharp Health Care recipient of the Malcolm Baldrige National Quality Award in 2007. Julie’s partners consistently achieve the goals they set for patient experience and employee and physician engagement. Education Master of Health Administration Duke University Durham, NC Bachelor of Science, Human Service Studies Cornell University Ithaca, NY Certifications American College of Healthcare Executives (CHE) Certified Professional in Healthcare Quality (CPHQ) Professional Memberships American College of Healthcare Executives National Association for Healthcare Quality

Sam Schone Director of Innovation Mercy Medical Center – Des Moines

Sam Schone joined Mercy Medical Center – Des Moines as Director of Innovation in January 2014. In this role he promotes an innovative culture by actively seeking and sharing ideas to improve healthcare and enhance the Mercy Experience.

Prior to joining Mercy, he served in various roles with Hospital Sisters Health System (HSHS). Most recently with HSHS, he led efforts with planning and business development for St. John’s Hospital, a regional tertiary medical center. In this role he developed comprehensive 5 year strategic plans and oversaw business development, which included the acquisition of a local surgery center, physical therapy company and durable medical equipment company. The strategic planning and business development process he utilized engaged stakeholders at various levels of the organization, including Board of Directors, leadership, management, physicians, colleagues, and community members. Sam’s tenure with Hospital Sisters Health System (HSHS) began in July 2010, when he started as an administrative fellow within Executive Strategy. Through exposure to all HSHS Divisions, this role provided invaluable experience in strategy development.

Sam holds a master’s degree in Health Administration and a Bachelor’s of Science degree in Health Information Management, both from Saint Louis University. He is an active member of the American College of Health Care Executives.

Nate Shinagawa Administrative Director Robert Packer Hospital

Nate Shinagawa BA '05 MHA '09 serves as an Administrative Director at Robert Packer Hospital, the main hospital of the Guthrie Clinic in Sayre, PA. He coordinates all Patient Experience activities across Guthrie's three hospitals and twenty-three clinics. He is also in charge of strategic initiatives such as the implementation of business intelligence solutions across the system. At Robert Packer Hospital, he is also the administrator over the support services departments.

Since 2006, Nate has served as a County Legislator representing Ithaca, NY. He has chaired key standing committees such as Budget and Health & Human Services. In 2012, Nate was the Democratic Nominee for United States Congress in New York’s 23rd District. He received 48% of the vote in one of the nation's most competitive congressional races. Nate received his Bachelor of Arts in Sociology in 2005 and his Master of Health Administration in 2009 from Cornell University. He is currently a Green Belt in Lean Six Sigma.

Tony Simons Associate Professor Management & Organizational Behavior School of Hotel Administration, Cornell University

Associate Professor Tony Simons teaches organizational behavior, negotiation and leadership. His research examines trust – employee trust in leaders, executive team member trust, and trust in supply chain relationships. In particular, Simons has focused on how well people are seen as keeping their word – delivering on their promises and living espoused values. This simple perception has huge practical consequence and is very challenging to maintain impeccably. His research and consulting work supports managers in meeting this challenge. He speaks, trains, consults and designs surveys for organizations both within and beyond the hospitality industry.

Mary Tabacchi Associate Professor Food & Beverage Management

My health-oriented career began as a PhD candidate at Purdue University in Biochemical Nutrition but expanded into hospitality some years later at the School of Hotel Administration. The turning point in career plans had come while completing a dietetic internship at a major cancer center. I realized how desperately patients, who were receiving excellent medical care, needed much more communication with and “caring” from medical personnel. Were patients “healed” by medical personnel or was the disease managed and treated and the patient then left to their own devices?

Fast forward a few years: at the Hotel School, I became involved in the destination spa/wellness business model vis a vis Canyon Ranch, Golden Door, and Rancho La Puerta. Here one found clinicians who could spend an hour with a patient – but it was not always reimbursable by insurance. These spa/wellness organizations often work/worked with The Cleveland Clinic or Scripps Hospital or the like and truly understand hospitality – similar to a 5 Star Forbes hotel. However, the most interesting part of the model is preventive health. What a concept to make exercise, healthful food and medical lectures fun!

At Canyon Ranch in Lenox, Massachusetts and Tucson, Arizona– well to do folks learn and practice prevention as well as seek medical diagnosis or advice. There are classes at all levels of fitness, gourmet healthful food, outdoor activities such as hiking, biking, cross-country skiing and snowshoeing and lectures from physicians, exercise physiologists, psychologists etc. At the Tucson property resides Dr. Richard Carmona, the 17th Surgeon General and now President of the Canyon Ranch Institute. Dr. Carmona’s current job is to reach the underserved to prevent or delay the onset of obesity, diabetes, stroke, cancer or heart disease.

As the cost of healthcare soars toward 20% of the GDP while the United States ranks below many countries regarding the overall health of its citizens– the Canyon Ranch model has a great deal of appeal. Is there a way to make prevention affordable, enjoyable and profitable– or can we afford not to focus on prevention? This is my passion!

Rohit Verma Professor, Services Operations Management School of Hotel Administration, Cornell University

Rohit Verma is a professor of service operations management at the School of Hotel Administration (SHA). He served as the executive director of the Cornell Center for Hospitality Research (CHR) during 2009-2012 and is currently the director of SHA’s Executive Master Program Development Project. Prior to joining the Cornell faculty, he was the George Eccles Professor of Management, David Eccles School of Business (DESB) at the University of Utah. He has also taught MBA and executive development classes at several universities around the world, including DePaul University, German Graduate School of Business and Law, Helsinki School of Economics, Indian School of Business, Norwegian School of Logistics, Nyenrode University, and University of Sydney.

Verma has published over 50 articles in prestigious journals including California Management Review, Cornell Hospitality Quarterly, Decision Sciences, Journal of Operations Management, Journal of Product Innovation Management, Journal of Service Research, MIT Sloan Management Review, Production and Operations Management. His is the co-author of Operations and Supply Chain Management for the 21st Century textbook and co-editor of Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice, a professional reference book that includes works of several of his colleagues at Cornell. He currently serves on the editorial review boards of Production and Operations Management, Cornell Hospitality Quarterly, and Journal of Service Research. He has co-edited special issues of Cornell Hospitality Quarterly, Decision Sciences, Journal of Operations Management, and Journal of Service Management.

Verma has received several research and teaching awards including CHR’s “Industry Relevance Award” and SHA’s “Master’s Core Class Teaching Award” at Cornell; "Skinner Award For Early Career Research Accomplishments" from the Production and Operations Management Society; "Spirit of Inquiry Award," the highest honor for scholarly activities within DePaul University; “Teaching Innovation Award” from DePaul University; and “Professional Service Award” from DESB University of Utah.

William White Professor/Director Sloan Health Administration, Cornell University

William D. White has been a member of the department since 2003.He received his B.A. from Haverford College and holds a Ph.D. in Economics from Harvard University. Prior to coming to Cornell, he taught at the University of Illinois in Chicago and Yale University. His primary research interest is health economics and his professional career has focused on the organization and operation of healthcare markets.

Jonathan L. Winer,

Senior Managing Director and CIO Seavest Healthcare Properties, LLC

John Winer is the Senior Managing Director and Chief Investment Officer of Seavest Healthcare Properties, LLC. He has multi-faceted responsibilities serving as the CIO for Seavest and directing the acquisition and asset management groups. Prior to joining Seavest, Mr. Winer was a Partner at Ernst & Young LLP where he directed the Real Estate Capital Markets Advisory group and Ernst & Young's Healthcare Real Estate Advisory practice and chaired the firm's real estate capital markets commitment committee. Previously, Mr. Winer was a Managing Director and Partner of The Harlan Company, Inc., a real estate advisory and investment-banking firm, and was employed by Chemical Bank and Bear Stearns & Co., Inc. where he specialized in providing tax-exempt financing. Mr. Winer is a frequent speaker at healthcare real estate industry events including seminars sponsored by the Building Owners and Managers Association (BOMA), Urban Land Institute (ULI), and Bisnow. He chaired the BOMA Medical Office and Healthcare Facilities Conference and continues to sit on the executive committee for the conference. He also serves on the Editorial Advisory Board of the trade publication Healthcare Real Estate Insights. Mr. Winer is a founding member of the Urban Land Institute’s Health Care and Life Sciences Council. He led the effort by Seavest in conjunction with ULI to publish the white paper Outlook for Healthcare by Gary Shilling. Mr. Winer's academic credentials include an M.B.A. from New York University and a B.B.A. from George Washington University. He is a member of BOMA, the Healthcare Financial Management Association (HFMA) and ULI, and is a licensed Real Estate Broker in New York.

Jie J. Zhang Assistant Professor of Operations and Information Systems Management School of Business Administration, University of Vermont

Jie J. Zhang is an Assistant Professor of Operations and Information Systems Management at the School of Business Administration, University of Vermont. She holds degrees from Boston University (DBA), Brown University (ScM and MA), and Fudan University (BA). Prior to joining UVM faculty, she was a computer systems manager for nine years. Jie’s research interests address service coproduction, operations-marketing interfacing areas, and environmental sustainability performance metrics. Jie is a founding member of the Industry Study Association and a research associate at the Cornell center for Hospitality Research.

Cornell UniversitySchool of Hotel Administration

The Center for Hospitality Research537 Statler Hall

Ithaca, NY 14853

607.255.9780shachr@cornell.edu

www.chr.cornell.edu