In a move set to reshape the client-vendor dynamic, BERMANFALK Hospitality Group has appointed Shannon Seay as its new vice president of customer experience.
Seay has spent her career thinking as the owner, which gives her a unique perspective on the challenges and needs of hotel developers. She has overseen development undertakings at top companies like H-CPM and Hersha Hospitality, and at BERMANFALK, she’ll bring her industry insight to help deepen the team’s customer-centric approach.
From Seay’s perspective, the hospitality industry is built on relationships, not simply business transactions. While she acknowledges that many of the strongest connections are forged in times of challenge, she believes it’s equally important to nurture those relationships outside moments of crisis. Her guiding principle is: If you genuinely care, the relationship will thrive. In her new role, she hopes to empower the team to adopt a roll-up-your-sleeves approach. Her goal is to foster a team that’s invested in the client’s success and aligned on the “why” behind every decision.
Furniture is often one of the biggest investments a hotel developer makes on a project, and as the manufacturer, it’s important to deliver on the promises made. For Seay, reliability and quality are paramount because professional partnerships necessitate ongoing trust, which is proven and maintained through the work.
Beyond her experience, Seay’s academic background—with dual bachelor’s degrees and a master’s in architecture—has molded her into a leader with a forward-thinking vision and equipped her to anticipate shifts in the hospitality landscape. She sees a future where AI enhances personalized guest experiences, and the explosion of the lifestyle sector drives a demand for unique, identity-driven spaces.
For BERMANFALK, this includes embracing shifts in furniture design, with a greater emphasis on creativity and further integration of tech-focused trends that support health and wellness. In an ever-evolving market, the industry’s need to create spaces people will go out of their way to experience becomes critical. To Seay, memorable stays aren’t only about beautiful design, they embody care and consideration for the guest at every moment.
Seay is a leader who understands the power of the “micro-moments” that define a team. When she looks back at the greatest challenges in her career, what stands out most is the supportive clients and the value of relationships built through candor, sincerity, and integrity.
With a transparent and collaborative approach, Seay believes what you see is what you get. At BERMANFALK, she plans to leverage her past experiences, existing relationships, and tenure in the industry to be a resource to both the company and its clients. As she puts it, ”a project is only successful when every stakeholder is winning.”
This sponsored content was created collaboratively by BERMANFALK and HD.
