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Welcome to the Hotel Moment Podcast, presented by Revinate, where we discuss how hotel technology shapes every moment of hoteliers’ experiences. Join us as we explore cutting-edge technology that is transforming the hospitality industry and hear from experts and visionaries who are shaping the future of the guest experience. The Hotel Moment podcast features insights and interviews with top players in the hospitality industry across North America, Europe, and Asia Pacific.
Once a week, we speak with hospitality professionals who have a real sense of what it’s like to work in this industry and what the direction of travel and consumer trends mean for the world right now.
Technology is changing the hotel industry faster than we know. Tune in to the show to discover more about how the latest developments in AI and other technologies are shaping hospitality, and enjoy hearing from our community of hoteliers.
Once a week, we speak with hospitality professionals who have a real sense of what it’s like to work in this industry and what the direction of travel and consumer trends mean for the world right now.
Technology is changing the hotel industry faster than we know. Tune in to the show to discover more about how the latest developments in AI and other technologies are shaping hospitality, and enjoy hearing from our community of hoteliers.
161 Episodes
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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 Matthijs Welle on cybersecurity threats, Dimple Jethani on master data management, Dana Cariss on transaction-level personalization, and Georgine Muntz on using PMS technology to combat human trafficking. The episode demonstrates how great hospitality balances human connection with intelligent technology.
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 explaining how transactional and emotional loyalty blend together, and Jason Wells from Revinate describing French Lick Resorts' approach where reservation agents capture guest interests early for precision follow-up. The six strategies work as one system: loyalty, segmentation, OTA win back, cart abandonment, lead nurture, and upsells, demonstrating how Brittain Resorts and Hotels generated $63 million in direct revenue using these unified elements.
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 CDPs as anchors are replacing legacy system patchworks, and how real-time decisioning enables dynamic responses to weather, events, and occupancy patterns. They also address escalating cybersecurity concerns and the evolution of guest communication platforms into orchestration hubs that create seamless experiences across the entire guest journey.
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 get holiday-specific tactics for capturing Christmas and New Year bookings before guests default to OTAs again.
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, personalized vinyl experiences, and community partnerships with local artists and music schools. From their "digital twin" technology that curates personalized music selections to their theater hosting Universal Music artists, Jordi reveals how music becomes a storytelling platform that transforms the entire guest experience.
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 exclusive early access to cyber sales, implements creative incentive programs that motivate reservation teams, and recently generated six figures through a three-phase postcard campaign targeting loyal repeat guests. The conversation covers industry trends, including the experiential travel shift, food and beverage revenue growth, and practical frameworks for attribute-based upselling and package creation.
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-driven coaching to help front desk agents increase upsells while improving service scores. From agents earning $100,000 annually to transforming skeptical veterans into top sellers, Geoffrey proves that investing in frontline performance creates wins for guests, employees, hotels, and owners alike.
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, storytelling, and strategic timing convert warm leads. Learn from JC Thompson's insights on emotional connection over scripted sales, The Ranch at Rock Creek's storytelling success, and how Evermore Resort generated 36% of monthly revenue through outbound call nurturing.
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 soul of hospitality" through the voice channel, strategic CRM data use, and thoughtful touches like U2 albums for VIP guests. From recovering 17-room oversells to turning dissatisfied guests into loyal advocates, Steven proves that technology should enhance, not replace, human connection.
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 marketing strategies. The trio breaks down the secrets behind boosting email deliverability and guest engagement during Black Friday, Cyber Monday, and Travel Tuesday. With proven tactics like segmentation filters that drive 4x more direct revenue and AI-powered content tools, they demonstrate Revinate’s data-driven approach to maximizing holiday campaign success and setting the standard for personalized guest communications in hospitality
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 Doritos and handwritten notes to generating nearly $1 million in outbound call revenue over three months, Sarah reveals how luxury hospitality thrives on listening, training, and human-to-human connections that technology can enhance but never replace.
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 strategies for timing upsells that generate an average of $83 per booking confirmation email.
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 technology adoption, and maintaining their position as the only family-owned five-star hotels in both Vienna and Salzburg. From QR code menus with recipes to AI-powered multilingual support, discover how Sacher Hotels makes evolution happen without revolution.
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. Learn how personalization, value-based offers, and strategic timing can drive bookings while protecting brand integrity during the competitive holiday season.
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 with a seven-generation family-owned hotel to his insights on evolving guest expectations, Wilhelm offers valuable perspectives on maintaining luxury standards while embracing innovation.
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 three segment filters generates 2.6 times more revenue than two.
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 reveals how independent hotels can compete through innovation without losing the human touch that defines hospitality.
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 strategies to foster guest relationships that last without falling into the costly trap of increased OTA dependency.
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 campaign revenue. Learn practical strategies for data capture, employee retention, and turning every call into a revenue opportunity.
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 winback strategies that convert third-party bookers into direct booking loyalists. With 40% of business travelers choosing loyalty programs for personalized experiences, it's time to rethink your approach.
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