Hotel Moment

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 defining luxury as an experience where guests should“not have to think" to his innovative approach to staff training, Jeff reveals how Meadowood works on delivering world-class service while maintaining the personal touch that defines true luxury hospitality.

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 connection, Sims offers practical insights on how hoteliers can thrive while making a meaningful impact on local communities through initiatives like A Single Bite, their nonprofit addressing food insecurity.

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 human connection as the core of hospitality, Stuart offers practical advice on how hotels can differentiate themselves in a tech-driven landscape while delivering exceptional experiences that drive loyalty, higher spending, and powerful word-of-mouth marketing.

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 engagement strategies. Tune in to learn about the evolution of luxury hospitality, the importance of personalization in guest experiences, and how technology is transforming the industry.

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 European versus American guest preferences, discover how citizenM is reimagining hotel loyalty for the modern traveler in ways that continue to disrupt the industry.

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 hospitality businesses can harness technology to drive operational excellence and create memorable guest experiences at iconic destinations like Yosemite National Park.

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, sustainability initiatives, and her candid advice for aspiring entrepreneurs to succeed in the modern hospitality landscape.

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 CoralTree is using data to drive revenue while enhancing guest satisfaction across their diverse portfolio of luxury hotels and vacation rentals.

In this episode of Hotel Moment, Bryson Koehler, CEO of Revinate, sits down 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 phishing attempts to AdWord exploitation, they explore practical strategies for protecting guest data and the importance of building a security-focused culture within hotel operations. This conversation offers valuable guidance for hoteliers looking to strengthen their security practices while maximizing the benefits of their technology stack.

In this episode of Hotel Moment, 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 hotels can balance technology and human connection, why points aren't true loyalty, and how the industry should look outside itself for innovation. With candid insights and practical examples, Bashar challenges hoteliers to focus on making emotional connections with guests rather than chasing trends.

In this episode of Hotel Moment, Karen Stephens sits down with Georgine Muntz, CEO of Visual Matrix, who shares her insights on leading a property management system company driving innovation in hospitality technology. With nearly two decades of experience in technology, Georgine discusses how she's tackling industry challenges such as data silos and system integration, while also using technology to address social issues like human trafficking. As a female leader in hospitality tech, Georgine provides valuable advice for women advancing their careers and explains her work with the Women's Innovation Council.

In this episode of Hotel Moment, Karen Stephens sits down with Mercedes Blanco, Chief Partnerships Officer at The Hotels Network. With almost twenty years of experience in hospitality tech and digital marketing, Mercedes shares insights on building effective tech stacks, taking control of hotel direct channels, and leveraging AI to enhance rather than replace the human touch in hospitality. Mercedes also discusses Women in Travel Thrive, the nonprofit organization she co-founded to support women in the industry.

In this episode of Hotel Moment, Karen Stephens sits down with Alicia Zur-Szpiro, Co-founder and Creative Director of Wanderland London, the world's first consultancy dedicated to kids and teens in hospitality. With her background in game design, toy invention, and publishing, Alicia offers fresh insights into how hotels can engage this often overlooked demographic. Learn why the $850 billion kids and teens market represents a massive opportunity for hotels to differentiate themselves and build lifelong brand loyalty.

In this episode of Hotel Moment, Karen Stephens sits down with Agnelo Fernandes, CEO of Cote Hospitality. With over two decades of experience in luxury hospitality, Agnelo shares his insights on fostering a strong company culture, leveraging technology while maintaining the human touch, and his vision for the future of hospitality. Discover how Cote Hospitality is redefining boutique and outdoor hospitality experiences through innovation and a people-first approach.

In this episode of Hotel Moment, Karen Stephens sits down with Kurt Bjorkman, Chief Operating Officer at The Ranch at Laguna Beach. Kurt shares insights from his unique journey from scuba instructor to hospitality leader, and how he's transformed guest experiences at an independent luxury resort. Learn how The Ranch creates memorable local experiences, maintains authentic guest communication, and pioneers innovative sustainability practices —including their groundbreaking glass-to-sand recycling program.

In this episode of Hotel Moment by Revinate, Melissa McMullin welcomes hospitality experts Dominic Donatoni and Jack Newkirk to uncover the untapped potential of hotel voice channels. They challenge the myth that voice is dead, revealing it should contribute 30-38% of a hotel's business. With 58% of guests calling before booking, they highlight how personalized interactions drive higher ADR and how removing barriers for both guests and agents improves conversion rates. They also discuss reducing reservation team turnover, a $1.2M revenue recovery case study, and strategies to align marketing, revenue, and operations for stronger direct bookings.

In this episode of Hotel Moment, Karen Stephens sits down with Casper Overbeek, Chief Product Officer at citizenM. Casper shares insights into citizenM's innovative paid subscription loyalty program and their unique approach to personalization across different cultures. From their guaranteed availability promise to their distinct understanding of European versus American guest preferences, discover how citizenM is reimagining hotel loyalty for the modern traveler.

In this episode of Hotel Moment, Karen Stephens sits down with Hans Meyer, Co-Founder and Managing Director of Zoku. Hans shares his journey from corporate hospitality roles to pioneering innovative concepts like citizenM and Zoku. He discusses how Zoku reimagines hospitality for the modern traveler, combining living and working spaces with a strong focus on community building. The conversation explores how thoughtful design, technology integration, and a focus on social connections can transform the traditional hotel experience.

In this episode of Hotel Moment, Karen Stephens speaks with John Burns, President of Hospitality Technology Consulting, about the evolution of personalization in hospitality. John shares insights on how hotels can transition from asking, "Have you ever stayed with us before?" to delivering meaningful, personalized experiences. They explore technology adoption, AI's potential role in personalization, and strategies for implementing effective guest recognition programs.

In this episode of Hotel Moment, Karen Stephens sits down with Jan Freitag, National Director of Hospitality Analytics at CoStar Group. Drawing from over two decades of experience and CoStar's vast dataset covering 192 countries, Jan shares his expert predictions for the hospitality industry in 2025, discussing everything from RevPAR growth to the evolving luxury travel market. He also offers valuable insights into how wealth effects are driving luxury hotel performance and why experiential travel is reshaping revenue management strategies.

In this episode of Hotel Moment, Karen Stephens sits down with Evan Crawford, Vice President of Marketing at Pyramid Global Hospitality, to discuss how hotels can effectively leverage AI while maintaining authentic human connections. Evan shares insights on balancing technology with hospitality's personal touch, avoiding data overwhelm, and connecting systems for actionable insights across their portfolio of 60+ independent properties.

In this special episode of Hotel Moment, Karen Stephens, CMO of Revinate, discusses emerging trends for 2025 with a stellar lineup of industry leaders and previous guests, including Aaron Miller from Highgate, Carlo Del Mistro from Ennismore, Shawn Jereb from Montage International, Emily Goldfischer from hertelier, and Marc Winchell from Pacific Hospitality Group. These experts share their predictions on everything from the resurgence of hotels to hyper-personalization, group bookings, and workplace flexibility, offering valuable insights into what's shaping the future of hospitality.

In this special episode of Hotel Moment, Karen Stephens catches up with three previous guests to explore how their innovative strategies have evolved. Aaron Miller, VP of CRM and Digital at Highgate shares insights on Black Friday success, Shawn Jereb, SVP of Revenue Management & Distribution at Montage International discusses the evolution of luxury experiences, and Carlo Del Mistro, Chief Digital Officer at Ennismore provides updates on their groundbreaking "Dis-loyalty" program. Together, they offer a fascinating look at how different sectors of the hospitality industry are innovating and preparing for 2025.

In this recast episode of Hotel Moment, we revisit Karen Stephens' conversation with JC Thompson, Founder and CEO of Pursuance, about the importance of personal relationships in luxury hospitality. As hoteliers navigate the busy holiday season, JC's insights on balancing human intelligence with artificial intelligence and empowering reservation sales agents are more relevant than ever.

In this week's episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, takes a step back in time to revisit a few compelling conversations with past guests. As every hotelier knows and as our guests have taught us, all the direct bookings your hotel secures mean nothing if they aren't data-driven. Not only does data collection matter, but how you apply that data in your guest communication is what sparks loyal guest relationships. Our guests tell us what happens when hoteliers get these two things right, and what happens when they don't. Tune in and find out how to create a lucrative data strategy, so that guests choose you over OTAs with Adam Mogelonsky, Partner at Hotel Mogel Consulting, Jason Pirock, Corporate Director of Marketing at Springboard Hospitality, and Andrew Ladd, Vice President of Marketing at Nobel House Hotels & Resorts,

Join Karen Stephens and Marc Winchell, Corporate CRM at Pacific Hospitality Group, to explore how the Stay Golden loyalty program drives direct bookings through personalization rather than points. Learn actionable strategies for shifting business from OTAs, leveraging the voice channel, and creating memorable pre-arrival experiences that keep guests coming back.

In this recast episode of Hotel Moment, Karen Stephens, Chief Marketing Officer at Revinate, revisits a compelling conversation with Lori Kiel, now Senior Vice President of Revenue Management at Pyramid Global Hospitality. With over three decades of experience in hospitality, Lori shares invaluable insights on developing a commercial-first mindset, leveraging technology effectively, and breaking down organizational silos to drive success in modern hospitality. Note: This episode was originally recorded in 2023. Both Karen and Lori have since moved into new roles, but their insights on commercial strategy and hospitality management remain highly relevant to today's industry challenges.

In this episode of Hotel Moment, Karen Stephens sits down with Emily Goldfischer, Founder and Editor-in-Chief of hertelier, an online platform dedicated to empowering women in hospitality. Emily shares insights from her journey in hospitality PR to journalism, and discusses how technology and mentorship are reshaping opportunities for women in the industry. With over 600 women interviewed since 2021, Emily offers valuable perspectives on achieving gender equality and fostering leadership in hospitality.

This week, on the Hotel Moment podcast, we are running an experiment. Today's podcast was generated using an AI-powered tool. We fed the tool our content, played with the prompts, and landed on this episode.  The world of podcasting is currently in the midst of a debate: “Are conversations crafted by AI-powered tools engaging? Are they on point? Convincing? And what extent will we go to in our search for efficiency?”  We had a suspicion we wouldn't be fans of AI-generated podcasts. After producing this episode, we are more convinced than before.  AI has a crucial role to play. It powers crucial components of our own tech stack. There is a limit, though, and we discovered that limit with this episode. We value conversations with real people. The reactions, insights, and warmth simply cannot be mimicked. The value of what we bring listeners week after week with the Hotel Moment podcast cannot be duplicated through an AI-powered tool. Take a listen and let us know if you share our opinion.  This episode is a complete overview of our voice guide, “The voice channel conversion playbook for hotels." It provides a high-level overview of topics within this guide, including stories from Revinate customers to inspire you. So tune in for a deeper look at how to maximize the power of the voice channel and appreciate the value of real conversations with real people on this podcast or in the conversations guests have with your reservation agents every day.

In this week's episode of the Hotel Moment podcast, we're featuring a webinar from our webinar series, Hotel Moment Deep Dive. Revinators Bailey Yeats, Customer Education Specialist, and Maggie Stothart, Lead Email Marketing & Data Specialist, advocate for advanced preparation when it comes to email marketing if hoteliers want to achieve record ROI this Black Friday and Cyber Monday. The two explore the factors that influence buying behavior this time of year and reveal why a detailed segmentation strategy can not only drive conversion but guarantee you'll target the right guest at the right time with the right offer amid a crowded inbox. Tune in and determine if your email marketing strategy is ready for the holidays so that you can maximize deliverability and exceed your guest's expectations.

In this insightful episode of Hotel Moment, Bryson Koehler, CEO of Revinate, sits down with Jeff Jonas, CEO and Founder of Senzing. Jeff shares his extensive expertise in data management, entity resolution, and AI — discussing how these technologies are reshaping the hospitality industry. Tune in to discover how effective data management can drive more meaningful guest interactions and learn about the future of hospitality through the lens of decision intelligence.

In this milestone 100th episode of Hotel Moment, Karen Stephens is joined once again by Bryson Koehler, Chief Executive Officer at Revinate. Together, they explore how data is revolutionizing the hospitality industry. Bryson brings a wealth of insights, not only from his extensive experience at Revinate but also from his time at Intercontinental Hotels Group, where he played a pivotal role in pioneering data-driven decision-making in revenue and guest technology. The conversation highlights the evolution of Revinate, from its early days in guest feedback management to its current position as a leading Customer Data Platform (CDP) that powers direct bookings. As they celebrate this special episode, Bryson shares valuable advice on how hotels can optimize direct contributions through smarter use of guest data and much more. Tune in to hear all about how hotels can maximize their direct contribution through better use of guest data, and much more besides.

In this episode of the Hotel Moment podcast, we're featuring a webinar from our sister series, Hotel Moment Deep Dive. In this webinar, Brian, Brent, and guest speaker Raul dive into effective outbound strategies for maximizing direct revenue in the hospitality industry. The team explore how hotels can leverage outbound calls, second-chance bookings, and email follow-ups to boost guest engagement and revenue. With a focus on practical advice and real-world examples, they highlight the importance of collecting guest data, utilizing automated marketing, and implementing proactive outreach to increase incremental revenue. Tune in to discover how these outbound initiatives can transform your business and elevate guest satisfaction.

In this latest episode of Hotel Moment, Karen Stephens sits down with Adam Mogelonsky, a Partner at Hotel Mogel Consulting Ltd. Adam delves into the pivotal role of Customer Data Platforms (CDPs) in revolutionizing hotel tech ecosystems, offering insights on how these tools streamline operations and enhance guest experiences. Discover how high-quality data can drive personalized marketing, improve email campaigns, and create a continuous feedback loop for refining hotel services. Tune in to explore the future of hotel tech, data-driven strategies, and the impact of seamless integration on delivering exceptional guest experiences.

In this episode of Hotel Moment, Karen Stephens sits down with Robbert Manussen, Area General Manager at Intercontinental Hotels Group in Taiwan. Robbert provides a fascinating 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 eco-friendly alternatives, Robbert offers valuable insights into the intersection of technology, personalization, and sustainability. Tune in to discover how Intercontinental Hotels Group is leading the charge in hospitality innovation and learn practical strategies for leveraging technology to enhance both guest satisfaction and operational efficiency.

In this latest episode of Hotel Moment, Karen Stephens chats 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 engagement strategies. Tune in to learn about the evolution of luxury hospitality, the importance of personalization in guest experiences, and how technology is transforming the industry.

In this week's episode of the Hotel Moment podcast, Joel Morales, CMO at Castlerock Asset Management, joins Karen Stephens, Revinate CMO, to offer a proactive approach to budget season – starting before August. Joel highlights the benefits of initiating budget planning as early as May or June, and how he's seen sales and marketing departments align and collaborate with greater speed and efficiency. Tune in for a change in perspective when it comes to the timing of budget planning, and how you can leverage your brand, brand performance, and overall marketing strategy to drive conversion and open up more revenue streams for your hotel.

In this episode of Hotel Moment, host Karen Stephens is joined by Patrick Norton, Chief Marketing Officer at Brittain Resorts and Hotels. Together they delve into the secret to direct bookings, the touch points for capturing consumer data directly, and the future landscape for Brittain Resorts and Hotels. Another vital element of this conversation is the role that advanced technology is playing in personalizing guest experiences and how this has played a role in the rapid growth of Brittain Resorts and Hotels.

In this special episode of the Hotel Moment podcast, we're featuring a webinar conversation recorded and published by Hospitality Net. Jason Pirock, Head of Marketing at Springboard Hospitality and Adam Mogelonsky, Partner at Hotel Mogel Consulting Ltd., investigate how a Customer Data Platform turns guest interactions into conversions on every channel — web, email, text, and voice. Jason explains why nurturing guest relationships becomes second nature with a CDP by enabling guest data application across key touch points in the guest journey. Listen in and find out how your hotel can achieve record conversion rates and identify guest personas by grounding guest communication in personalization and segmentation with a CDP.

In this episode of Hotel Moment, host Karen Stephens is joined by Bree Brostko, Chief Operating Officer and Head of Brand Strategy at Retro Hospitality. Retro is a boutique hospitality management firm with a focus on adaptive reuse properties, and Bree highlights the Hotel Fauna project in Bedford as a prime example of this. She also shares how Retro Hospitality uses email marketing and local partnerships to enhance the guest experience.

Karen Stephens sits down with Renee Murrieta in the latest episode of Hotel Moment. Renee is Founder of Show.Tell., a boutique, London-based hospitality marketing agency. Listen in to receive a masterclass in digital marketing, ranging from the importance of personalization for driving effective campaigns to the KPIs that matter across all of your digital channels.

In this episode of Hotel Moment, Karen Stephens flips the format and shares some of her own story while recapping insights from previous guests. Karen shares her background at Revinate and the importance of using technology to drive revenue. With a new look and feel, the podcast explores technology, commercial strategy, and budgeting in the hospitality industry. Hotel Moment started during the COVID-19 pandemic and has been going from strength to strength since then.

Karen Stephens sits down with Carlo Del Mistro in the latest episode of Hotel Moment. Carlo is the Chief Digital Officer at Ennismore, a leading hotel management company in London. Ennismore's groundbreaking membership program, Dis-loyalty, offers exclusive discounts on hotels and restaurants within their portfolio. Listen in to learn how Ennismore leverages data and technology to personalize guest experiences and capture valuable insights. And, find out why their unique approach to loyalty is attracting frequent travelers and how they are expanding their program to include independent hotels.

In this episode of Hotel Moment, Karen Stephens chats with Joe Pettigrew, the Chief Commercial Officer at EOS Hospitality. Joe shares insights into his role at the organization, one of the fastest-growing hotel investment and management companies in the US, and their approach to managing unique and independent properties. They explore why NOI is the most important metric for the success of any hotel.

In this episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, and JC Thompson, Founder and CEO of Pursuance, step into the world of performance coaching — exploring what it means to be a good coach for your hotel staff, especially for reservations departments. Thompson describes the pitfalls of traditional performance coaching methods on staff morale juxtaposed with performance coaching that centers hotel data application and group positivity. Listen in for a fresh perspective on how you can improve your team's overall productivity, meet industry standards and criteria, and use your guest data to boost team confidence.

In this episode of Hotel Moment, host Karen Stephens is joined by Nick Cavanaugh, Founder and CEO of Sensible Weather. Together, they discuss the technical and financial aspects of providing a weather guarantee and how Sensible partners with hotels and booking platforms to integrate this service seamlessly into the booking flow. They also touch on the increased demand for travel insurance post-COVID, Sensible Weather's strategic partnership with AMEX Ventures, and their plans for expanding their services within the hospitality and outdoor travel sectors.

In this episode of Hotel Moment, Karen Stephens interviews Jennifer Hill, the VP of Commercial Strategy at Kalibri Labs. They discuss the concept of commercial strategy and how it differs from traditional revenue management. They emphasize the importance of aligning goals and metrics across revenue, sales, and marketing teams to drive profitability and enhance asset value. The conversation also highlights the role of data analytics in revenue optimization and introduces Kalibri Labs' new publication and certification program. Download, “Demystifying the Digital Market & Guide to Commercial Strategy” at Kalibri Labs Certification: https://kalibrilabscertification.com/

In this episode of Hotel Moment, Karen Stephens interviews Kathleen Cullen, the Executive Vice President at PTG Consulting. Together they discuss ways to maximize profitability and enhance guest experiences in hotels. Cullen also shares valuable insights on creating a data-driven culture, adjusting rate strategies, and where she sees the industry going.

In this episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, and Aaron Miller, VP of CRM, Digital at Highgate, explain why data collection isn't something you can just pay attention to “sometimes.” Miller emphasizes that every property is a chance for hoteliers to see what data touchpoints provide the most value and which touchpoints could improve. Listen in to find out more about the work Highgate is doing to manage first-party data across their portfolio and how they are learning from vendor management and data collection to maximize revenue.

In this episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, and Evan Crawford, VP of Marketing at Pyramid Global Hospitality, reveal that collecting guest data isn't just a transactional experience — especially when you're collecting first-party data. Crawford explains that this data type opens an array of digital engagement opportunities to explore and go beyond surface-level guest communication. Listen in and find out how to use first-party data to your hotel's advantage while imparting value to your guests along the way. You'll also gain inspiration of how to leverage a variety of media channels like digital streaming.

In this episode of the podcast, we're featuring a webinar from our sister series, Hotel Moment Deep Dive. Alise Deeb, Chief Revenue Officer of Dragonfly Strategists, and Revinators Jim Mangan, Solutions Engineer, and Melissa McMullin, Product Marketing Manager, dive into the latest insights and data for the upcoming season's travel trends. Gain valuable comparisons between last summer's patterns and the anticipated shifts for the upcoming months. Uncover actionable strategies for hoteliers to maximize opportunities and ensure readiness for the summer surge.