Hotel Moment
Hotel Moment is a podcast presented by Revinate that explores how hotel technology shapes every aspect of hoteliers' experiences. Each week, the show features interviews with hospitality professionals discussing cutting-edge technology, AI developments, and consumer trends transforming the industry. The podcast covers insights from experts across North America, Europe, and Asia Pacific, focusing on the future of guest experiences.
Episodes
Is hotel marketing ready for its next evolution?
In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer, Revinate sits down with Dylan Cole, Managing Director EMEA at Revinate. Together, they analyze how hotel technology has shifted from basic CRM contact records to identity resolution inside a CDP, and now into real-time data activation. Dylan explains why relying on OTAs for repeat bookings cuts into property margins, while K
How The Claremont turned haunted lore into hotel demand
In this episode of Hotel Moment, Karen Stephens sits down with Mickey Stout, Director of Marketing at Claremont Resort & Club, to mark the podcast's 200th episode. Drawing on over 20 years of marketing and operations experience, Mickey explains how the historic property turned former taboo ghost stories into an annual commercial engine. She outlines how a single media familiarization trip generate
Recast: Garbage in, garbage out: Why hotel data will make or break AI
In this recast episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, sits down with Charlie Osmond, Co-Founder and Chief Growth Officer of TripTease, to explore what data quality really means in an AI-driven hospitality landscape. With over twelve years building technology at the intersection of behavioral psychology and the direct booking channel, Charlie argues that clean, uni
The hidden revenue opportunity in your hotel budget
In this episode of Hotel Moment, we bring you another AI-generated conversation examining what hotel leaders should consider before replacing reservation teams with voice AI. Using findings from Revinate’s 2026 Secret Shopped Call Report, the discussion looks at why overloaded front desks struggle to convert callers, where automation genuinely improves efficiency, and why hotels need better visibi
Recast: Building relationships through reservations: Insights from The Broadmoor
In this recast episode of Hotel Moment, Karen Stephens sits down with Sarah Stephens, Room Reservations Manager at The Broadmoor in Colorado Springs — the world's largest and longest-running Forbes Five-Star hotel. With 14 years of managing a 13-15 person reservations team, Sarah shares how the voice channel creates unforgettable guest experiences through personal connections. From surprising gues
The lost art of a reservation call: How to build trust, capture data, and close bookings
In this webinar episode of Hotel Moment, Brent Sanders, Sr. Customer Education Specialist at Revinate, sits down with Colton Bean, Director of Reservations at Suncadia Resort, to unpack Revinate's Secret Shopper Call Report, which analyzed 308 calls to 135 luxury properties. The findings are stark: 92% of unbooked calls collected zero contact details, and 56.6% skipped discovery questions entirely
Recast: Sky Mitchell on succeeding in modern hospitality
In this recast episode of Hotel Moment, Karen Stephens sits down with Sky Mitchell, Founder and CEO of Basecamp Resorts. From getting fired and using a car loan to buy her first piece of land to building a $600 million hospitality empire, Sky shares her remarkable journey of entrepreneurship. Listen as she discusses her approach to staffing, the development of her new Everwild Nordic spa concept,
We secret-shopped 300+ calls. Here’s what we found.
In this episode of Hotel Moment, we bring you a special AI-generated conversation dissecting the 2026 secret shopped call report. Based on 308 secret-shopper calls placed across 135 luxury and upscale properties, the discussion explores why 92.2% of calls fail to capture guest contact details and why staff ask zero discovery questions over half the time. It examines how lobby check-in chaos forces
Why the first 10 seconds make or break a guest's stay
In this episode of Hotel Moment, Karen Stephens sits down with Andrew Shepherd, General Manager of Resorts at The Malcolm Hotel. Drawing on more than 25 years leading luxury hotels, resorts, and casinos, Andrew shares how proactive service transforms initial arrival moments into lasting loyalty. He explains why digital channels shape first impressions long before check-in, how front desk agents re
The blueprint for iconic hotel F&B
In this episode of Hotel Moment, Karen Stephens talks with Ami Alexander, Managing Partner at Barrel Aged Management. Drawing on two decades of experience with brands like Hakkasan Group, Sydell Group, and Virgin Hotels, Ami breaks down how guest expectations shifted from standard corporate consistency to local, intentional storytelling. She explains why developers must underwrite F&B concepts ear
The end of beigification: Why travelers are searching for something real
In this episode of Hotel Moment, Karen Stephens sits down with Lindsey Ueberroth, CEO of Preferred Travel Group, home to Preferred Hotels & Resorts, the world's largest independent hotel brand with over 625 hotels in 80 countries. Lindsey shares her unconventional path from change management consulting into hospitality, the key findings from Preferred's Luxury Travel Report on heritage travel and
Why the best luxury hotels don't sell exclusivity — They build connection
In this episode of Hotel Moment, Dylan Cole, Managing Director, EMEA, Revinate, sits down with Lily Wecker, CEO of Aethos, a next-generation hospitality brand built on experiential luxury and meaningful connection. With leadership experience at Mandarin Oriental Hotel Group, Lily shares how a personal health scare reshaped her definition of luxury, from material ownership to internal validation, a
Recast: Immersive hotel experiences: Bridging technology and human connection
In this episode of Hotel Moment, we're bringing back one of our favorite conversations where Karen Stephens engages in a thought-provoking conversation with Bashar Wali, founder and CEO of Practice Hospitality and This Assembly. Bashar, with over three decades of experience in hospitality, shares his passion for creating memorable hotel experiences that transcend the ordinary. He discusses how hot
Why great guest experiences start before check-in
In this episode of Hotel Moment, Karen Stephens sits down with Lydia Bates, Director of Sales and Marketing at Dream Inn Santa Cruz, Santa Cruz's only exclusive beachfront hotel. Lydia explains why independent lifestyle hotels win on storytelling rather than transaction, how Dream Inn's on-site reservations team begins curating the guest experience from the very first call, and how targeted email
How AI uses personalization to beat pricing and win bookings
In this episode of Hotel Moment, Karen Stephens sits down with Chris Anderson, Professor at Cornell University's School of Hotel Administration, who has spent more than two decades studying how pricing, distribution, and revenue management shape global hospitality. Chris explains why pricing guests differently based on willingness to pay is heading for legal prohibition, why AI will shift customiz
Keeping an authentic voice when AI can't read the room
In this episode of Hotel Moment, host Karen Stephens, CMO of Revinate, sits down with Dina Niekamp, SVP of Brand and Marketing at Aparium Hotel Group, a lifestyle hospitality company known for building hotels that feel deeply rooted in the neighborhoods around them. Dina explains why emotional connection, not just amenities, has become the new standard for luxury travel, and why she believes AI wi
How hotels turn data overload into profit growth
In this episode of Hotel Moment, Karen Stephens sits down with Jeff Michael, Area Director of Revenue Management at Sage Hospitality Group, who brings more than 25 years of hospitality experience spanning operations and commercial leadership. Jeff explains why the explosion of hotel data has created a new kind of paralysis, why "commercial alignment" so often fails when departments chase different
The AI booking shift: What hoteliers need to do now
In this episode of Hotel Moment, Karen Stephens, CMO at Revinate sits down with Dylan Cole, Managing Director EMEA at Revinate, to unpack the most consequential shift in hotel distribution in years: the rise of AI-powered booking discovery. With insights from leaders at Starwood Hotels, Highgate, and Twilio woven in, Karen and Dylan trace the arc from Google's Universal Commerce Protocol announcem
Recast: How Swiss Deluxe Hotels redefines luxury hospitality with tech | with Wilhelm Luxem
In this recast episode of Hotel Moment, Karen Stephens sits down with Wilhelm Luxem, head of quality commission at Swiss Deluxe Hotels and former GM of the iconic Baur Au Lac hotel. With 50 years in luxury hospitality, Wilhelm shares his philosophy on technology adoption in five-star hotels, emphasizing that tech should always complement service DNA while staying in the background. From his experi
How to win direct bookings with AI search | with Jarrett Tomback
In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, sits down with Jarrett Tomback, Vice President of Digital Strategy and CRM at Starwood Hotels, for a conversation that moves from rethinking loyalty to the most urgent distribution question in hospitality: how do hotels win direct bookings in a world where AI search models give guests three to five recommendation
Why luxury hotels should focus on revenue, not cost-cutting | with Robert-Jan Woltering
In this episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, sits down with Robert-Jan Woltering, Managing Director of De L'Europe Amsterdam, to make a case the luxury hotel industry needs to hear more often: cutting costs is easy, but it is the wrong strategy. With more than 30 years across five continents and a 130-year-old Amsterdam landmark celebrating three Michelin keys u
Will guests trust AI with their travel plans? | with Aaron Miller
In this episode of Hotel Moment, Karen Stephens welcomes back Aaron Miller, Senior Vice President of Digital Marketing and CRM at Highgate, for a grounded conversation on AI's real role in hospitality. Drawing on more than 20 years across brands like The Venetian Resort Las Vegas, Trump Hotels, and Turning Stone Enterprises, Aaron explains why the direct booking renaissance depends on hotel-owned
How to prepare for hospitality's AI future: Inside NAVIGATE 2026
In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, and Bailey Yeats, Marketing Manager at Revinate, recap NAVIGATE 2026, the annual Revinate customer conference held this year at the Wigwam in Phoenix. Featuring clips from CEO Bryson Koehler, Suncadia's Colton Bean, Pyramid Global's Abby Waski, Cote Hospitality's Angelo Fernandes, and Noble House's Jennifer Barnh
2026 Hospitality Benchmark Report: The voice channel playbook | a Revinate webinar
In this webinar episode of Hotel Moment, Bailey Yeats, Marketing Manager at Revinate, sits down with Amanda Wasco Brown, Director of Revenue at Old Edwards Hospitality Group, for the final session of the 2026 Benchmark Report Leadership Series, focused entirely on the voice channel. Amanda has spent eight of her 14 years at Old Edwards embedded in reservations, managing a team of seven agents who
Capture and convert FIFA World Cup demand and win more direct revenue | with Adam Mogelonsky
In this episode of Hotel Moment, host Karen Stephens, CMO of Revinate, welcomes back Adam Mogelonsky, Partner at Hotel Mogel Consulting Ltd, to discuss preparing for FIFA World Cup 2026, which will bring 72% ADR premiums to 16 host cities. Adam shares how pandemic-era refundable policies created lead time volatility making labor forecasting difficult despite increased service expectations at prem
2026 Hospitality Benchmark Report leadership series: Unlocking revenue from the guest data you already have | a Revinate webinar
In this webinar episode of Hotel Moment, Bailey Yeats, Marketing Manager at Revinate, sits down with Gitti Hernández, Digital Marketing Manager at Casa de Campo, one of the Caribbean's most iconic luxury resorts to unpack what the 2026 Revinate Hospitality Benchmark Report reveals about database health, and what Casa de Campo's decade of data work looks like in practice. From a pre-arrival itinera
Why hotel branding is the most underused revenue strategy in hospitality | with Tomas Bäcklund
In this episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, sits down with Tomas Bäcklund, Chief Marketing Officer at Elite Hotels of Sweden, for a wide-ranging conversation on the most overlooked revenue strategy in hospitality: brand. Tomas arrived in the hotel industry from a creative agency background and has spent five years making the case that as costs rise and margins
2026 Hospitality Benchmark Report leadership series: Email strategies that drive revenue | a Revinate webinar
In this webinar episode of Hotel Moment, Bailey Yeats, Marketing Manager at Revinate, sits down with Christine Malfair, Fractional CMO for Independent Hotels at Malfair Marketing, to translate the 2026 Revinate Hospitality Benchmark Report's email findings into actionable strategy. With 2.8 billion emails analyzed globally in 2025, the data is unambiguous: cart abandonment campaigns hit 63% open r
From concept to culture: How passion shapes hotel design & guest loyalty | with Diego Calvo
In this episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, sits down with Diego Calvo, CEO and Co-Founder of Concept Hotel Group, to explore what it really takes to build a hotel brand with genuine cultural soul. Diego has spent 25 years in hospitality and founded a group of nine distinctive brands on the island of Ibiza, where he grew up — achieving 35 to 43% direct bookings
Is hotel marketing broken? Why siloed data won't drive more revenue | with Evan Crawford
In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, welcomes back Evan Crawford, Vice President of Marketing at Pyramid Global Hospitality, for a wide-ranging conversation on guest data strategy, AI adoption, and the marketing habits that actually move revenue. Evan makes the case that mass outreach without segmentation is a shrinking asset. From connecting OpenTa
From AI agents to front desk: How to personalize the guest experience with both | with Chris Koehler
In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, sits down with Chris Koehler, Chief Marketing Officer at Twilio, for a candid conversation on what personalization in hospitality actually requires — and what is still getting in the way. With over 25 years across marketing, customer success, and product leadership, Chris arrives not just as a technology executiv
The 2026 Revinate Hospitality Benchmark report is live — with channel-level insights
The 2026 Revinate Hospitality Benchmark Report is live, and this episode brings the headline numbers to life. Brenna Turpin, Marketing Coordinator at Revinate, and Bailey Yeats, Marketing Manager at Revinate, walk through channel-level findings drawn from 2.8 billion emails, 4.3 million phone calls, 22 million text messages, and 28 million guest reviews analyzed globally in 2025. From cold lead em
Garbage in, garbage out: Why hotel data will make or break AI | with Charlie Osmond
In this episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, sits down with Charlie Osmond, Co-Founder and Chief Growth Officer of TripTease, to explore what data quality really means in an AI-driven hospitality landscape. With over twelve years building technology at the intersection of behavioral psychology and the direct booking channel, Charlie argues that clean, unified da
Revenue on the line: Why the voice channel matters more than ever | with Agnelo Fernandes
In this episode of Hotel Moment, host Karen Stephens, CMO of Revinate, welcomes back Agnelo Fernandes, CEO of Cote Hospitality, to discuss Revinate's 2026 Hospitality Benchmark Report findings for the voice channel. With only 16-34% of inbound calls being actual reservations, Agnelo shares how Cote treats voice as premium inventory requiring protection through CDP connection and call triaging into
Recast: How technology is transforming hotel data security | with Matthijs Welle
In this recast episode of Hotel Moment, we’re revisiting Bryson Koehler, CEO of Revinate, conversation with Matthijs Welle, CEO of Mews, to discuss the rapidly evolving landscape of hotel data security. Matthijs shares insights on how cybercriminals are becoming increasingly sophisticated in their tactics, and why education is the hotel industry's strongest defense against data breaches. From phis
Leadership without limits: Redefining career growth in hospitality | with Rachel Humphrey
In this episode of Hotel Moment, host Karen Stephens welcomes Rachel Humphrey, Co-founder of the Women in Hospitality Leadership Alliance and co-host of the award-winning Personal Stories podcast. Rachel's unconventional journey from 20-year trial lawyer to hospitality executive at AAHOA reveals how fear, curiosity, and imposter syndrome became unexpected career accelerators. Discover why no two p
Coming soon: The 2026 Hospitality Benchmark Report
In this latest episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate announces Revinate's 2026 Hospitality Benchmark Report — 11 years of industry-leading data from over 12,500 properties. Discover why hotels lost $488 in incremental revenue per room despite 34% database growth, how APAC outperformed with 24% email revenue increases, and why 84% of messaging goes invisible. Thi
Recast: Why regenerative tourism is the future of hospitality
In this recast episode of Hotel Moment, Karen Stephens sits down with Aradhana Khowala, CEO of Aptamind Partners, a visionary leader in regenerative tourism development. With over two decades of experience across five continents, Aradhana challenges traditional tourism models and explores how the industry can evolve beyond sustainability to become regenerative. From her insights on AI-driven trave
Australia, 2026, and hospitality: What’s actually changing? | with Nick Ellis
In this episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, teams up with Nick Ellis, Country Director Oceania & Indonesia and Enterprise Director SE Asia, Revinate, to translate the five major 2026 trends into what actually works for Australia's unique hospitality market. Because Australia isn't a copy-paste market with global best practices, it's one of the world's most aspi
European hoteliers: Here are your 2026 hospitality trends
In this strategic episode, Dylan Cole, Managing Director EMEA at Revinate, debuts as co-host, and applies regional context to the five major 2026 hospitality trends. While hyperpersonalization, unified tech stacks, real-time decisioning, cybersecurity and privacy, and guest engagement platforms matter globally, Dylan demonstrates how UK and Ireland hoteliers use personalization to defend margins a
Recast: The latest hospitality trends for 2026: Five themes reshaping the guest experience
In this recast episode, Hotel Moment co-hosts Karen Stephens, Chief Marketing Officer at Revinate, and Brenna Turpin, Marketing Coordinator at Revinate, preview the five critical trends that will shape hospitality in 2026. Drawing from guest conversations throughout 2025, they explore how hyper-personalization is evolving from data collection to activation, why unified tech stacks with CDPs as anc
A year of wild stories & hospitality innovation
In this special New Year's Eve episode, Brenna Turpin, Marketing Coordinator at Revinate, celebrates Hotel Moment reaching over 500,000 listeners by revisiting the year's most memorable conversations. She highlights Jeff Wielgopolan from Meadowood Napa Valley defining luxury as "the ability to not have to think," Sky McLean from Basecamp Resorts describing her unconventional path from two Airbnbs
Year in review: The laughs, the tech, and everything in between
In this special holiday episode, Brenna Turpin, Marketing Coordinator at Revinate, revisits the most memorable moments from Hotel Moment's episodes in 2025. She highlights both entertaining and insightful clips, from Bashar Wali's bold take that "points are bribery, not loyalty" to Sky McLean's wild origin story of financing her first hotel with a BMW loan. On the technology side, she features Mat
The six strategies that turn holiday demand into a direct-booking engine
In this latest episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, unifies six direct booking strategies into one connected holiday playbook. She synthesizes insights from Hotel Moment guests including Renee Murrieta from Show.Tell. on duplication and inclusion for personalized campaigns where 70% of travelers expect tailored communication, Ellis Connolly from Laasie explain
The latest hospitality trends for 2026: Five themes reshaping the guest experience
In this forward-looking episode, Hotel Moment co-hosts Karen Stephens, Chief Marketing Officer at Revinate, and Brenna Turpin, Marketing Coordinator at Revinate, preview the five critical trends that will shape hospitality in 2026. Drawing from guest conversations throughout 2025, they explore how hyper-personalization is evolving from data collection to activation, why unified tech stacks with CD
Your most expensive guest — and how to win them back
In this latest episode of Hotel Moment, Brenna Turpin reveals your most expensive guest: the one who keeps booking through OTAs. With winback campaigns averaging 41% open rates and $5-6 revenue per email, discover how to redirect OTA bookers to your most profitable channel. Learn from industry leaders about investing in direct booking strategies, explore Voco Belfast's storytelling approach, and g
Inside UMusic Hospitality & Lifestyle: Personalizing the guest experience through music
In this episode of Hotel Moment, Karen Stephens sits down with Jordi Solé, president of UMusic Hospitality and Lifestyle, a revolutionary hotel brand backed by Universal Music Group. Since opening in Madrid in September 2023, their first property has hosted over 900 musical events and welcomed 200,000 superfans. Jordi shares how they're redefining hospitality by integrating live music, personalize
Winning the Holiday Rush: Last-Minute Moves That Convert | a Revinate webinar
In this special webinar episode, Anisha Yadav, Vice President of Customer & Product Marketing at Revinate, and Melissa McMullin, Product Marketing Manager at Revinate, are joined by Angela Berkley, Senior Director of Reservation Sales and CRM at CoralTree Hospitality, to share proven tactics for maximizing holiday season revenue. Angela reveals how CoralTree segments high-value guests for exclusiv
Service as a strategy: How to drive more revenue with frontline staff
In this episode of Hotel Moment, Karen Stephens sits down with Geoffrey Toffetti, CEO of Frontline Performance Group, a company serving nearly 3,000 hotels across major brands worldwide. Starting his career as a hotel valet and working through front desk and night audit, Geoffrey brings frontline experience to technology innovation. His platform combines learning management, analytics, and AI-driv
From curiosity to conversion: Lead nurturing that drives direct bookings
What if lead nurturing was about building genuine relationships instead of just sending more emails?
In this latest episode of Hotel Moment, Brenna Turpin explores why lead nurturing is more than automated follow-ups, it's the bridge between guest curiosity and direct bookings. With hotels seeing up to 50% higher conversion rates through nurture workflows, discover how human connection, storytell
Why personalized guest experiences matter to Collared Martin Hospitality
In this episode of Hotel Moment, Karen Stephens sits down with Steven Rubin, CEO of Collared Martin Hospitality, a lifestyle boutique hotel company he founded in 2025 — managing over $1 billion in assets across sought-after destinations from Martha's Vineyard to Jackson Hole. With nearly three decades in hospitality and experience teaching at NYU, Steven shares his philosophy of "bringing back the
Winning the holiday rush: Breaking through the BFCM inbox | A Revinate webinar
In this episode of Hotel Moment, Anisha Yadav, Vice President of Customer & Product Marketing at Revinate, is joined by fellow Revinators Melissa Hsu, Sr. Director of Product Management, and Freya Craig, Sr. Customer and Product Marketing Manager. Melissa draws on her expertise in hotel technology, overseeing activation channels and pioneering new product features, while Freya shares actionable ma
Building relationships through reservations: Insights from The Broadmoor
In this episode of Hotel Moment, Karen Stephens sits down with Sarah Stephens, Room Reservations Manager at The Broadmoor in Colorado Springs — the world's largest and longest-running Forbes Five-Star hotel. With 14 years of managing a 13-15 person reservations team, Sarah shares how the voice channel creates unforgettable guest experiences through personal connections. From surprising guests with
Why personalization is the secret to mastering hotel upsells
In this latest episode of Hotel Moment, Brenna Turpin explores why personalization is critical for effective hotel upselling. With 91% of guests expecting personalized offers, discover the "right guest, right message, right time" strategy that drives ancillary revenue. Learn why attribute-based selling beats discounting, how Andronis increased upsell revenue by 600% year-over-year, and practical s
How mixing tradition and tech is shaping the future of Sacher Hotels | with Matthias Winkler
In this episode of Hotel Moment, Karen Stephens sits down with Matthias Winkler, CEO of Sacher Hotels, the family-owned luxury group behind Vienna's and Salzburg's iconic Hotel Sacher properties. Dating back to 1876, these hotels represent the epitome of Austrian hospitality tradition. Matthias shares how they compete with international brands by focusing on authentic experiences, strategic techno
Winning the holiday rush: Top trends and proven plays for BFCM | a Revinate webinar
In this webinar episode, Revinate experts Anisha Yadav, Sara Green, and Freya Craig share proven strategies for maximizing Black Friday, Cyber Monday, and Travel Tuesday performance. From industry trend analysis showing the shift toward domestic travel to real customer examples generating millions in revenue, this session covers data-driven tactics that avoid common pitfalls like panic discounting
How Swiss Deluxe Hotels redefines luxury hospitality with tech | with Wilhelm Luxem
In this episode of Hotel Moment, Karen Stephens sits down with Wilhelm Luxem, head of quality commission at Swiss Deluxe Hotels and former GM of the iconic Baur Au Lac hotel. With 50 years in luxury hospitality, Wilhelm shares his philosophy on technology adoption in five-star hotels, emphasizing that tech should always complement service DNA while staying in the background. From his experience wi
How smart personalization wins loyalty
In this latest episode of Hotel Moment, we explore the balance between helpful personalization and invasive marketing. With 40% of US consumers expecting personalized experiences, discover how to segment guests effectively while respecting privacy. You also learn why clean data is essential for segmentation, how cultural targeting secured 200+ room nights for The Datai Langkawi, and why using thre
Personalizing the guest experience: Neil Braude's high-touch, high-tech approach
In this episode of Hotel Moment, Karen Stephens interviews Neil Braude, COO of Imperial London Hotels, a family-owned business operating for 187 years. Neil shares how they're modernizing seven central London properties through strategic technology adoption while maintaining their people-first philosophy. From implementing intuitive PMS systems to embracing AI for operational efficiency, Neil reve
How to capture loyal guests in a tight market
In this latest episode of Hotel Moment, Brenna Turpin explores how to capture loyal guests during economic uncertainty. With travel demand slowing globally and RevPAR declining, discover why direct bookings and ancillary revenue are key to building loyalty, how 76% of customers prefer personalized brands, and the surprising influence kids and teens have on family booking decisions. Learn practical
Stop ignoring the phone: Why the voice channel is your hidden revenue channel | a Revinate webinar
In this webinar episode of Hotel Moment, Revinate's Jack Newkirk and Jason Wells team up with Dean Blackburn from French Lick Resort to demonstrate how the voice channel can become a hotel's most profitable revenue driver. Dean shares how they transformed reservation agents from order takers into sales professionals, improved call handle, and eliminated OTA dependency while doubling targeted campa
Building a hotel loyalty program for the modern guest
In this latest episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, explores why traditional points-based loyalty programs are failing modern travelers and how hotels can build experience-driven programs that actually create loyalty. Discover how Ennismore's "Dis-loyalty" program and CitizenM's subscription model are revolutionizing guest retention, plus learn about OTA winba
How Hospitality America elevates guest experience through culture and data ownership
In this episode of Hotel Moment, Karen Stephens sits down with Ben Campbell, President and CEO of Hospitality America. With over a decade in hospitality and a values-driven leadership approach, Ben shares how his 20-hotel management company weathered Hurricane Helene in Asheville, North Carolina, and how they're revolutionizing decision-making through data consolidation. From emergency preparednes
How one hotel made $110K with cart abandonment campaigns
In this latest episode of Hotel Moment, we challenge the "it is what it is" mentality about cart abandonment that's costing hotels thousands in recoverable revenue. Discover how AutoCamp generated $110K+ in just three months with strategic cart abandonment campaigns, achieving an 11x ROI and 28% conversion rate. Learn why accepting cart abandonment as inevitable is a costly mistake and how the Dir
Building better business relationships: From contracts to culture
In this episode of Hotel Moment, Karen Stephens sits down with Mandi Graziano, VP of Global Accounts at HPN Global and creator of the trademarked concept "Business Bedside Manner." With over 20 years in hospitality, Mandi shares her expertise on transforming contract negotiations from adversarial battles into strategic partnerships. From her passion for negotiation to insights on the evolving grou
From ghosted to booked: Cart abandonment recovery strategies that really work
In this latest episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, tackles one of hospitality's biggest revenue killers: cart abandonment. Discover how hotels can stop losing out on potential bookings and learn about proven automation strategies. You’ll hear real success stories like the one from Columbia Hospitality, and how the Direct Booking Mastery Certification can tra
Why regenerative tourism is the future of hospitality
In this episode of Hotel Moment, Karen Stephens sits down with Aradhana Khowala, CEO of Aptamind Partners, a visionary leader in regenerative tourism development. With over two decades of experience across five continents, Aradhana challenges traditional tourism models and explores how the industry can evolve beyond sustainability to become regenerative. From her insights on AI-driven travel innov
Hotel Moment: More focused conversations, same great insights
Hotel Moment is transitioning to bi-weekly releases to deliver even higher-quality conversations. Host Karen Stephens will continue bringing you essential hospitality insights from industry leaders worldwide, while Brenna Turpin may join to share additional resources and strategies for improving operations, elevating guest experiences, and driving direct bookings and revenue.
Recast: Hospitality is like building bridges — you need the right tools | with Robbert Manussen
In this recast episode of Hotel Moment, Karen Stephens revisits her conversation with Robbert Manussen, Area General Manager at Intercontinental Hotels Group in Taiwan. Robbert provides a look into how technology is reshaping the guest experience in modern hotels. From integrating voice control systems that cater to all ages to pioneering sustainable practices like replacing plastic bottles with e
Celebrating a milestone: Hotel Moment breaks into the top 10
Hotel Moment is ranking in the top 10 in the hospitality technology category on Apple Podcasts. On Hotel Moment, host Karen Stephens, Revinate's Chief Marketing Officer, dives into topics that drive success in the hospitality business, from optimizing NOI and understanding total RevPAR to leveraging customer data effectively and creating memorable guest experiences. The podcast features meaningful
Revinate unplugged: Super user secrets & success stories | a Revinate webinar
This episode of Hotel Moment features a webinar from Revinate’s Hotel Moment Deep Dive series with, Brent Sanders, Senior Customer Education Specialist at Revinate, speaks with Miranda Cubillas, Director of Reservations and Recreation at Ojai Valley Inn, to explore how hotels can unlock the full potential of their reservation teams. Learn how strategic coaching, cross-departmental collaboration, a
Navigating hospitality’s new normal: Leveraging Kalibri Labs data & Revinate’s insights for revenue growth | a Revinate webinar
In this Hotel Moment Deep Dive webinar, Anisha Yadav, VP of Customer and Product Marketing at Revinate, joins Jennifer Hill, VP of Commercial Strategy at Kalibri Labs, to explore how hotels can navigate current market challenges while maximizing revenue. They examine the latest industry data trends, including the impact of federal policy changes on demand patterns, and share actionable strategies
Delivering world-class service: Lessons in global luxury hospitality
In this episode of Hotel Moment, Karen Stephens sits down with Jeff Wielgopolan, Service Director at Meadowood Napa Valley, a Forbes Travel Guide five-star hotel and spa. With over 20 years of experience in luxury hospitality and his background as former Global Senior Vice President of Learning and Development at Forbes Travel Guide, Jeff shares his unique perspective on service excellence. From d
Providing more than a room: How Foster Supply Hospitality reimagines the hotel experience
In this episode of Hotel Moment, Karen Stephens sits down with Sims Foster, co-founder of Foster Supply Hospitality. With a career spanning from dishwasher to nightclub GM to boutique hotel owner, Sims shares his journey of bringing hospitality home to the Catskills region of New York. From competing with the surge of short-term rentals to creating authentic guest experiences that emphasize human
Innovation in hospitality: Insights from a Forbes Travel Guide executive
In this episode of Hotel Moment, Karen Stephens sits down with Stuart Greif, Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide. With over two decades of leadership experience in hospitality, Stuart shares how to balance innovation in hospitality, the guest experience, and profitability in the luxury sector. From his pragmatic approach to AI implementation to his emphasis on
Recast: Guests define what luxury means today | with Shannon Knapp
In this recast episode of Hotel Moment, Karen Stephens revisits her conversation with Shannon Knapp, President and CEO of The Leading Hotels of the World (LHW). Shannon shares her deep insights from over 20 years in luxury hospitality, discussing how LHW empowers over 400 independent luxury hotels worldwide to maintain their uniqueness while leveraging global marketing, technology, and customer en
Recast: If you’re willing to pay, we will give it to you | with Casper Overbeek
In this recast episode of Hotel Moment, we revisit Karen Stephens' conversation with Casper Overbeek, Chief Product Officer at citizenM. Casper shares eye-opening insights into citizenM's groundbreaking paid subscription loyalty program and their distinct approach to personalization across different cultures. From their guaranteed availability promise to their fascinating observations about Europe
Dimple Jethani talks AI, data, and technology in hospitality
In this episode of Hotel Moment, Karen Stephens sits down with Dimple Jethani, Chief Information Officer at Aramark Destinations. With over 25 years of experience in technology and hospitality, Dimple shares valuable insights on leveraging data-driven strategies to enhance guest experiences. From her journey in tech to her approach to cybersecurity and AI, Dimple offers practical advice on how hos
Sky McLean on succeeding in modern hospitality
In this episode of Hotel Moment, Karen Stephens sits down with Sky McLean, founder and CEO of Basecamp Resorts. From getting fired and using a car loan to buy her first piece of land to building a $600 million hospitality empire, Sky shares her remarkable journey of entrepreneurship. Listen as she discusses her approach to staffing, the development of her new Everwild Nordic spa concept, sustainab
Transforming the hotel guest experience with personalization and predictive analytics | with Dana Cariss
In this episode of Hotel Moment, Karen Stephens sits down with Dana Cariss, Senior Vice President of Revenue Strategy at CoralTree Hospitality. Dana shares insights on how his team has consolidated guest data across systems to understand spending patterns and personalize communications. From analyzing where guests spend resort credits to creating seven layers of segmentation, Dana reveals how Cora
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