SHOW NOTES

Luxury retail and hospitality may have started in different lanes — but today, both industries have embraced the power of creating immersive, unforgettable experiences.

Now, they’re realizing that by teaming up, they can take guest satisfaction and loyalty to entirely new levels. 🌝

Nailah Nash, Director of Retail at The Ritz-Carlton, Amelia Island, saw this exciting potential nearly a decade ago, but it was a tough sell! Luxury retailers had long guarded their exclusivity, and convincing them to step into the hospitality space required serious relationship building.

Nailah didn’t just crack the code — she mastered it. Today, she curates unforgettable retail experiences for resort guests, blending high-end luxury with local culture. 🌍💎

In this episode of FRONTLINE FRIDAYS, Nailah joins Ron Thurston to reflect on her learnings, and discuss how this trend is shaping the future of hospitality.

They dig into:

• Her approach to building strong brand partnerships
• How to anticipate and exceed the needs of luxury clients with personalized interactions
• Her leadership journey — from Saks Fifth Avenue to J Crew — and how it shapes her approach to retail today

GUEST BIO

Nailah Nash, Director of Retail, The Ritz-Carlton, Amelia Island

Nailah Ayeshia Nash is a distinguished retail executive, serving as Director of Retail at The Ritz-Carlton, Amelia Island. Since joining in 2015, she has elevated the resort’s retail offerings, creating a shopping experience that reflects both the luxury of The Ritz-Carlton and the charm of Amelia Island.

Nailah oversees a collection of boutique stores, curating exclusive items from top designers and local artisans. She has launched successful pop-up shops and seasonal collections, enhancing the guest experience with private shopping and bespoke services. Her innovative approach, blending luxury with local culture, has set new standards for retail within the hospitality industry.

Under her leadership, the retail division has become a key component of the guest experience, contributing significantly to the resort’s reputation as a premier destination. Nailah’s business acumen, trend foresight, and dedication to personalized service have distinguished her as a rising star in luxury retail.

In addition to her work at Amelia Island, Nailah mentors retail teams across The Ritz-Carlton globally. Her strategic vision and commitment to excellence have made her a respected leader, influencing luxury retail practices across the hospitality industry.

Nailah is on the board of directors for the Trinity Love Hoblit Foundation, a non-profit 501 (c)(3) that supports and funds neurological research, training, and treatment for brain aneurysms, strokes, and other cerebrovascular conditions. And she is a member of the advisory council for Gifting Brands, a non-profit offering a solution for brands to use their excess inventory to make an impact through sustainability & philanthropy.

HOST BIO

Ron Thurston is the host of FRONTLINE FRIDAYS. 

Ron Thurston is the co-founder of OSSY, a full-service agency platform that connects retailers, candidates, and solution providers to create thriving retail careers and businesses.

With 30+ years leading retail stores and operations for America’s most prominent brands, like Gap, Saint Laurent, Apple, Bonobos, and INTERMIX, Ron has developed a deep expertise in retail strategy, management, and innovation.

Ron is the author of RETAIL PRIDE, an Amazon bestseller that inspires retail professionals to take pride in their accidental careers. He hosts the RETAIL IN AMERICA podcast and tour, sharing the untold retail success stories and the incredible people behind them.

Ron’s work has set him up as one of the most influential voices in retail and retail tech, and he serves on the Advisory Board of YOOBIC and several emerging retail technology platforms, including Ometria, Reflex, and Vendoor.

ABOUT FRONTLINE FRIDAYS

FRONTLINE FRIDAYS WITH RON THURSTON is a live podcast for frontline leaders and advocates in retail and hospitality.

Ron Thurston has a question for leaders out there who are inspiring excellence in their frontline teams: “What do you do differently?” In this candid discussion series, he’ll sit down with them to find out. Each episode of FRONTLINE FRIDAYS offers real-world strategy from retail and hospitality change makers on frontline leadership and personal career growth.