We’ve been waiting a long time to share this news with all of you! We’re thrilled to announce the newest addition to the BERMANFALK executive team: Shannon Seay has joined us as Vice President of Customer Experience.
With an extensive background in hospitality, deep industry knowledge, and a leadership style rooted in authenticity and care, Shannon’s arrival marks a bold step forward for BERMANFALK as we continue to grow, expand, and elevate our client relationships. She brings not only a wealth of experience, but also a people-first philosophy that aligns perfectly with our core values.
Shannon’s path into the industry is as unique as it is inspiring – beginning with dual degrees in historic preservation and art & architectural history, and leading into a decade of hands-on experience in hospitality project management. From jumping into the field as a grad student to leading high-impact projects at H-CPM, she’s built a career on adaptability, tenacity, and genuine connections.
This appointment reflects our dedication to raising the bar on customer experience, and we couldn’t be more excited. We recently had the chance to sit down with Shannon, and learning about her insights and vision for the future has only deepened our confidence in the incredible impact she will have on our team and clients alike.
Strong Leadership & A People-First Mentality
Shannon’s approach to leadership is grounded in one core belief: relationships shape everything.
“If I try to isolate a single thread or a series of moments that got me where I am, I think so much of it comes back down to my relationships and the wonderful mentors I’ve had.”
That mindset has guided her entire career. Shannon actively seeks out wisdom from those she looks up to and just as importantly, she pays it forward. Whether mentoring, coaching, or simply creating space for others to grow, she tries to supply the same support she’s been given.
She describes herself as a “roll-your-sleeves-up” kind of leader, and she means it – often quite literally. Early in her career, blue taping and punching were part of her responsibilities. Even after becoming a partner and doing those tasks less frequently, Shannon recalls showing up to a job site in a pencil skirt and stilettos, still stepping in to tape punch list items when a project was running behind.
“Half my blazers have drywall paste on them… it just doesn’t come out in the wash.”
Whether it’s jumping in on a deliverable, walking a site with a client, or carving out one-on-one time with a team member, Shannon believes in showing up, consistently and sincerely. For her, so much is said in the smaller moments than the larger moments.
“The best leaders are ones that never have to tell you they’re a leader. Their actions speak for themselves.”
Shannon’s leadership style combines clear, honest communication with a deep responsibility to the people around her. She’s here to foster meaningful development – for our team, for our clients, and for our company’s continued evolution.
“To me, being a leader is committing to continually growing: reflecting on what’s working, what’s not, and how we can change it. How am I staying abreast of the latest trends, and how am I not only supporting the team in the present, but preparing them for the future?”
Built by Challenges, Experience & Relationships
Shannon brings a wealth of expertise and strategic insight, but it’s the challenges she’s faced and overcome that have truly shaped her leadership style.
One defining moment came during a 2019 hotel renovation in Southern Texas. What began as a standard project quickly turned into a high-stakes ordeal: floods, fires, stolen materials, crew changes – you name it! “If anything could go wrong, it did,” she recalls. But amid the chaos, one thing stood firm: the strength of her relationships.
“The clients were kind, understanding, and down to earth. If I didn’t have that rapport, they might’ve thought I was incompetent.” That mutual respect and trust became the foundation for navigating a nearly unmanageable situation and despite it all, the project came in under budget. Shannon knows what it means to persevere under pressure. A former two-sport collegiate athlete in track & field and horseback riding, she brings the same grit and determination to her professional life.
These qualities now fuel how she leads teams, manages client relationships, and tackles complexity. The core lesson she’s carried forward? When you genuinely care, people feel it – and that’s when relationships and results thrive.
Creating Hospitality That’s Felt, Not Just Seen
It’s no surprise that Shannon’s perspective on customer experience comes straight from the heart of hospitality. She recalls a formative personal moment at the Fairmont Jasper Park Lodge, where she and her husband stayed during their honeymoon using an employee rate. While luxury is normally the focus, it was the sincerity that truly resonated with her.
“They were so thoughtful. It was luxurious without being pretentious. Not because of how beautiful it was, but because of how I was treated that I remember it.”
That moment stuck with her, and it now serves as a compass in her professional life: Hospitality isn’t just about looks, it’s about how people feel.
For Shannon, that same care should extend inward. “High-quality workplaces that care can actually improve longevity and health for life.” It’s why she believes internal culture is just as important as external service. Her interest in podcasts like MindPump Media and the Pursuit of Wellness reflect how she thinks about sustainable leadership – prioritizing balance, resilience, and well-being to support herself and her team over the long term.
Leading BERMANFALK Into a New Era of Customer Experience
Shannon joins BERMANFALK at a pivotal time and she is no stranger to our team. As a former client, she experienced our collaborative spirit firsthand during a high-pressure project in the early days of COVID.
“There was no clear hierarchy… everyone engaged was eager to jump in, to help, to provide assistance, and really go above and beyond on behalf of the client.”
That experience left an impression, and it’s part of what brought her here. Now, in her role as VP of Customer Experience, Shannon is set to play a vital role in shaping our future. Her mission is clear: enhance our customer experience while keeping the human connection front and center.
“Exceptional customer service is service that is sincere, kind, reliable, prompt. So to me, so much of customer service comes down to proactive and clear communication.”
As we continue to grow and expand, Shannon’s leadership will help us sharpen our customer experience strategy and ensure it aligns seamlessly with our broader company vision. “By increasing the diversity of our perspectives, we can use the client point of view to enhance how we operate – from every phone call and email to how the product is delivered and how we adjust packaging and instructions to be more user-friendly.”
She’s eager to dive into strategic planning and make a real difference. “I’m most looking forward to further refining our 1, 3, and 5-year plans – really digging into what those mean for everyone on the team.” With a strong track record of building trust and delivering results, she is poised to guide BERMANFALK through this next chapter of growth and success.
We’re excited to welcome Shannon to the team and can’t wait to see the positive impact her leadership will bring. Interested in reading more? Check out HD’s article: Shannon Seay Joins BERMANFALK as New VP.