The Turndown: The Podcast for Hoteliers
Hosted by Sebastien Leitner of Cloudbeds, this podcast features conversations with hospitality executives and industry leaders. Guests discuss their latest challenges and breakthroughs, the innovations and inspirations driving their work, and the life lessons learned in the hotel industry. It offers an inside look at what keeps hoteliers up at night and what helps them sleep easy.
Episodes
Jason Edwards: What happens when new technology hits the front desk
Jason Edwards, Director of Hospitality & Advisory Services at Première Advisory Group, has spent more than two decades in hospitality and 15 years in project management, leading technology integrations, revenue initiatives, and complex hotel transitions.
In this episode of The Turndown, Jason looks at what happens after a hotel decides to change its technology. From getting operational teams r
Simone Puorto: The hotel industry does not need more software
Hospitality futurist Simone Puorto joins The Turndown to challenge the hotel industry’s obsession with buying more technology. He argues that hotels do not need another layer of software, but fewer disconnected systems, better data, and a clearer understanding of where technology genuinely improves the guest and employee experience. The conversation explores key subtopics, including:
AI and its r
Ally Northfiled: Staying commercially relevant in the age of unreliable signals
In this episode of The Turndown, Ally Northfield, Managing Director of Revenue by Design and creator of the Global Revenue Forum, joins Sebastien to unpack what it really means for hotels to stay commercially relevant when the old signals are becoming harder to trust.
The conversation moves beyond rate changes, dashboards, and distribution strategy to explore the bigger shifts reshaping hotel perf
Marie Pier Germain: Growing Canada’s most distinctive hotel brand without losing its soul
In this episode of The Turndown, Marie Pier Germain opens up about leading one of Canada’s most distinctive hotel brands through growth, succession, and change. She reflects on what it means to expand Germain Hotels without losing the family values, personality, and guest-first philosophy that shaped the company from the beginning.
The conversation explores leadership, legacy, brand independ
Ted Horner: Navigating hotel tech ROI, AI, and the future of hotel profitability
In this episode, hospitality technology pioneer Ted Horner joins the podcast to challenge the status quo of the hotel industry. He argues that major hotel brands have essentially become marketing companies and warns that the sector is severely underinvesting in technology, allocating only 3% to 4% of revenue because vendors consistently fail to build strong ROI cases for owners. Horner also dives
Charlie Lopez-Quintana: Laid-back luxury and the fight to keep hospitality human
A 15-year veteran of The Ritz-Carlton Hotel Company, Charlie Lopez-Quintana is now rewriting the rules of luxury hospitality at ETC Hotels, home to Shutters on the Beach and Hotel Casa del Mar.
In this episode of The Turndown, Charlie shares why the future of luxury isn’t about scripts, stiff formality, or hiding behind a front desk. It’s about laid-back luxury — a more human, intuitive approach w
Vipul Dayal: No franchise, no front desk, and training staff to leave
In this episode, Vipul Dayal shares how he stepped into hospitality after his father-in-law’s passing, inherited a powerful family legacy, and made the bold decision to take a historic Days Inn in San Francisco independent just as COVID shut the world down.
The conversation explores what it really takes to leave a franchise, build a brand from scratch, lead with purpose, and prepare teams for owne
Suzanne Speak: No stigma, no holding back: Leading through pressure, change, and menopause
What does it really take to lead when the pressure never lets up, and the conversations most leaders avoid become impossible to ignore? In this episode of The Turndown, Suzanne Speak, Managing Director UK & Ireland at Radisson Hotel Group, shares an unfiltered look at leadership through constant change, personal strain, and menopause, a topic the industry has long kept in the shadows.
Suzanne
Bashar Wali: Winning guest loyalty in an age of commoditized hospitality
What does it take to keep hospitality from becoming just another commodity? In this episode of The Turndown, Bashar Wali, Founder and CEO of This Assembly and Practice Hospitality, shares why the future of hotels lies not in points or perks, but in the power of human connection.
Drawing on his experience as hotel developer, operator, and tireless traveler, Bashar challenges the industry to reth
Bradley Steward: Crafting rugged luxury at the intersection of design and hospitality
What does it take to create a hospitality experience so unique that guests become your greatest advocates? In this episode of The Turndown, Brad Steward shares the philosophy behind Caravan Outpost, a place where intentional design and experiential travel collide.
Drawing on his background as a snowboarder, designer, and brand innovator, Brad brings a unique perspective to hospitality. Discover ho
James Kendall LaRue: Connecting guests with nature and one another at LOGE
How do you create a truly memorable hospitality experience that keeps guests coming back? In this episode of The Turndown, James Kendall LaRue, COO of LOGE, shares his journey from consulting to leading an innovative hospitality brand that prioritizes community and authenticity. With properties designed to get guests out of their rooms and connected with each other and the outdoors, LOGE blends te
Claudia Infante: A Chief Data Officer’s take on hotel tech, integration, and data strategy
How do you balance guest experience with data security in an industry built on personal connections? In this episode of The Turndown, Claudia Infante, Chief Data Officer at Margaritaville, shares her perspective on the evolving role of technology in hospitality—what’s working, what’s missing, and what needs to change.
From guest data management to AI and facial recognition, Claudia breaks down h
Diogo Vaz Ferreira: Authenticity and adaptability in the age of automation
What does it mean to deliver authentic hospitality in an increasingly automated world? In this episode of The Turndown, Diogo Vaz Ferreira, Head of Commercial at Clink Hostels, shares his thoughts on balancing modernization with the human touch in the hostel industry.
The conversation explores the challenges and opportunities of integrating automation, the evolving expectations of younger, tech-
Enrique Calderón Fernández: Developing teams and talent at Mexico’s largest hotel group
What does it take to lead the largest hotel group in Mexico, oversee 17,000 employees, and navigate an industry in constant transformation? In this episode of The Turndown, Enrique Calderón Fernández, COO of Posadas, shares his insights on leadership, innovation, and the future of hospitality.
From keeping hotels open during the pandemic to developing 30 new properties, Enrique discusses the cha
Adam Dailey: An investor’s mindset behind today’s hospitality deals
What’s it like to build a portfolio in a high-barrier market like San Diego? In this episode of The Turndown, Adam Dailey, real estate investor and accommodation operator, shares how he finds value in overlooked properties and why uncertainty is both a challenge and an opportunity for independent hoteliers.
From running an Olympic hospitality business to building a portfolio in San Diego, Adam s
Diego de Ponga: Leadership lessons from revenue management to the C-suite
What does it take to lead a successful hotel brand while keeping people at the heart of everything you do? In this episode of The Turndown, Diego de Ponga, CEO of Port Hotels, shares his journey from head of revenue management to CEO of one of Spain's most iconic family-owned hotel groups.
Diego explains how Port Hotels invests heavily in employee development, emphasizing why training programs a
Maxim Tint: How Asia is jumpstarting the documentless travel revolution
There’s a lot of talk about AI in hospitality - but how can it actually be used to enhance guest experiences and streamline operations for hotels? In this episode of The Turndown, Maxim Tint, Founder & CEO of Trevo talks about the evolution of guest experiences through technology.
The conversation dives into the challenges hoteliers face in adopting change, the role of governments in drivin
Lori Kiel: Bridging gaps in talent and technology
The hospitality industry is facing a talent crisis, but what does it take to attract, retain, and inspire the next generation of leaders? In this episode of The Turndown, Lori Kiel, SVP of Revenue Management at Pyramid Global Hospitality, shares her thoughts on the evolving role of talent and technology in the industry.
The conversation dives into the future of revenue management and commercial
Richard Kessler: Building a legacy in independent luxury hotels
What does it take to shape the future of hotel development while staying true to your vision? In this episode of The Turndown, Richard Kessler, Founder of The Kessler Collection, shares his journey from building budget hotels to becoming a visionary in boutique luxury.
From his first boutique hotel (before anyone really knew what that meant) to shaping the Autograph Collection with Mariott, Richa
Jennifer Barnwell: Empowering independent hotels in a brand-centric market
Jennifer Barnwell is an advocate for independent hotels. As President of Curator Hotel & Resort Collection, she offers independents the opportunity to harness the power of scale and access cost savings through vendor negotiations, ultimately helping them stay independent and be more profitable. She discusses the challenges and opportunities for independents in terms of funding, brand awareness
Claire Jollain: Appealing to the next generation in hospitality
With hospitality students graduating with skills that can be applied to other industries with better salaries and work-life balance, how will the industry retain its top-tier talent? As Dean of Hotel Institute Montreux and Assistant Dean of Swiss Hotel Management School, Claire Jollain has direct contact with future hospitality professionals and shares her perspective on how the industry needs to
Kristen Vasan: The greater purpose in exploring the great outdoors
When was the last time you spent the night camping? As Global Director of Partnerships at Hipcamp with over 15 years of experience in the outdoor hospitality and tech industry, Kristen Vasan is dedicated to getting travelers to experience nature as a way of promoting environmental stewardship. She shares her transition from working in New York City to spending half the year sleeping in a tent and
Julia Krebs: Inspiring young minds to join the hospitality field
As someone who joined the hospitality industry right after high school, lecturer Julia Krebs has deep passion, understanding, and experience in the field that she draws from to connect with students at Les Roches International School of Hotel Management. She emphasizes the importance of inspiring young adults to choose a career in hospitality and discusses the need to balance technology in hospita
Gavin Gray: Essential tools and tips for running a successful vacation rental business
The vacation rental industry has become highly lucrative – and competitive – in recent years. As Global Head of Connectivity Account Management at Vrbo, Gavin Gray has a wealth of insights to share about the vacation rental industry, including top trends, hot destinations, and essential technology tools needed to gain a competitive edge. He highlights the differences between hotels and vacation re
Dr. Stowe Shoemaker: The business of educating future hospitality leaders
During his long career in hospitality education, Dr. Stowe Shoemaker (Ph.D. Cornell University) has witnessed the hospitality curriculum evolve into a business-focused teaching. But should hospitality be all business? He discusses the challenges of educating and attracting a new generation to the hospitality industry and explores the value of applying hospitality principles in other industries, es
Dallin Tait: The wild adventures of building a destination hotel
Running a resort & spa in the middle of remote Utah has proven to be one of life’s greatest adventures for Dallin Tait. After spending the better part of his career running an excursion company, Dallin also took on the role of General Manager at his family-owned hotel in Bluff, Utah – a sanctuary for outdoor enthusiasts. He shares his success journey, from starting a destination hotel business
Jacqueline Nunley: Innovation, adaptation, and the future of hospitality
Jacqueline Nunley has been at the forefront of revolutionizing travel industry technology for over two decades. As the Industry Advisor for Travel & Hospitality at Salesforce, she has dedicated her career to guiding companies to transform with innovative solutions. She shares her perspective on the importance of discovering and adopting new tools, the impact technology has on hospitality job r
Bianca Brasdorp: Running a thriving business as a woman in hospitality
From business setbacks to viral TikToks, Bianda Brasdorp has experienced a full spectrum of challenges and triumphs on her journey to becoming the successful owner of multiple female-only hostels in Europe. She shares her experience and recommendations for aspiring hostel owners, including coming up with a unique concept, making the most of social media marketing, and maintaining a positive mindse
Anne-Julie Karcher: Unlocking the potential of social media influencers for hotels
Love them or hate them, social media influencers are on the rise. As the co-founder of Anorak Travel, an influencer company focused on the tourism industry, Anne-Julie Karcher has made a career of strategically matching hoteliers with influencers who can help them reach their marketing goals. She provides insights into the costs and budgeting of influencer marketing and how to choose influencers w
Sebastien Leitner: Reflections from a lifelong career in hospitality
In our inaugural season of The Turndown podcast, host Sebastien Leitner has led conversations with hospitality leaders from all corners of the industry. Now, we’re turning the tables and putting Sebastien in the guest seat to get to know more about his illustrious hospitality career that spans hotel management, travel distribution, technology partnerships, and beyond. Get to know more about his pa
Jason Pinto: Revolutionizing hotel revenue management with AI and Machine Learning
What’s the difference between Artificial Intelligence and Machine Learning? Jason Pinto, Co-founder and COO at Pace Revenue, can not only answer that question in a way that’s easy to understand, he can also explain how these tools are impacting revenue management in the hotel industry. He shares how AI-and-ML-backed technology is bringing hotel revenue managers greater results, more informed decis
Richard Brosal: The challenges of meeting rising guest expectations post-pandemic
Richard Brosal is a hotelier who operates without “bricks or mortars.” As Co-Founder & Owner of Jet Luxury Resorts, a niche hospitality company in the condo hotel space in Las Vegas, Richard has the unique challenge of not only keeping guests happy but also satisfying the owners and investors of the properties he runs. He shares how rising inflation, costs, and guest expectations have presente
Luka Berger: Exploring shifting standards in housekeeping, from automation to upselling
Having worked as a housekeeper in the past, Luka Berger, Founder & CEO of Flexkeeping, is passionate about bringing technology to properties that are still managing housekeeping using pen and paper. With some hotels either canceling, upselling, or charging for housekeeping, Luka also discusses solutions for forecasting staffing needs, plus the difference between implementing green initiatives
Julie Cheetham: How to measure your hotel’s sustainability impact
When we hear the word “sustainability,” we often think of green initiatives and the environment. Julie Cheetham, Founding Member & Managing Director of Weeva, a digital system for managing sustainability in tourism, helps hoteliers take a more holistic approach to sustainability, encompassing not only conservation, but also commerce, community, and culture. Julie discusses measuring your prope
Asa Firestone: Bootstrapping business insights from a rock climber-turned-hotelier
Asa Firestone started his career as a National Geographic grant-sponsored mountain climber and now runs a private, family-owned property that caters to adventure enthusiasts. From hair-pulling maintenance issues to starting a campervan and beer garden side venture right before the pandemic, Asa shares how he tackles the challenges of running bootstrapping businesses head-on – plus how he maintains
James Lemon: Envisioning a future of fully frictionless payments while traveling
Would you leave home without your wallet? James Lemon does. As Global Lead of Travel, Transport, & Leisure at Stripe, James relies on his digital wallet for making payments and works to connect the hospitality industry with the latest innovation in payments. What does a future of frictionless, invisible payments while traveling look like, and what challenges stand in the way of that? James exp
Sarah Fults: How to successfully lead a big team with heart
As Vice President of Distribution at MGM Resorts, Sarah Fults is a hardcore hotelier who is known as a tough boss when it comes to managing partners. But when it comes to her team of 34, Sarah is a “mama bear” who knows all the kids’ and pets’ names. How does she keep that balance and manage to lead a loyal team even as many others in the industry are struggling with staffing issues? Sarah shares
Giancarlo Carniani: What happens when you unleash your hotel’s earning power?
When Giancarlo Carniani, General Manager of ToFlorence Hotels and President and Founder of the Hospitality Innovation Academy noticed that his hotel’s room rates were always selling at their peak, he had an idea – what if he stopped limiting the revenue management system and set the rates free? Hear about his experience removing the ceiling from his rate restrictions as well as how he handles recr
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