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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.
148 Episodes
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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.
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 preparedness lessons to building AI-powered business intelligence systems, Ben offers insights on scaling operations while maintaining the company's core values of P.E.A.C.H.
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 Direct Booking Mastery Certification can help you implement these game-changing recovery strategies.
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 group meetings landscape, Mandi offers practical advice on building lasting business relationships while navigating the industry's staffing challenges and changing guest expectations.
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 transform your approach to recovering lost bookings and driving direct revenue.
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 innovation to navigating geopolitical challenges, Aradhana offers a bold perspective on the future of hospitality and the urgent need for systemic change in how the industry operates.
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.
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 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.
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 conversations with industry leaders like Shannon Knapp, president and CEO of Leading Hotels of the World, and Matthijs Welle, CEO of Mews, and more.
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, and smart technology can turn your reservation department into a key revenue driver. Whether managing remote or on-site staff, this episode offers actionable insights for creating exceptional guest experiences and improving bottom-line performance.
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 for leveraging guest data to drive direct bookings and optimize channel performance.
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.
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