Hotel Moment

In this recast episode of Hotel Moment, we revisit an insightful conversation between Karen Stephens and Lori Kiel, whose roles have evolved since the original recording - Karen is now Chief Marketing Officer at Revinate, and Lori has taken on the role of Senior Vice President of Revenue Management at Pyramid Global Hospitality.

Together, they explore:

• Lori's journey from reservations to becoming a champion of commercial strategy
• The importance of breaking down silos between sales, revenue management, and marketing
• How technology and data are reshaping the hospitality landscape
• The challenges and opportunities in digital transformation
• The power of vulnerability and continuous learning in leadership
• Why a commercial-first mindset is crucial for modern hospitality success

Discover how Lori's innovative approach to commercial strategy and technology adoption is helping hotels thrive in an increasingly competitive market.

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.

If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Connect with Lori Kiel here:

• LinkedIn
• Pyramid Global Hospitality

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[01:13] Evolution of commercial strategy - Lori shares her journey from working in reservations to becoming a commercial strategy leader. Starting in the 1990s when rates were listed in brochure racks, she witnessed and adapted to the industry's digital transformation, including the rise of OTAs and revenue management as a distinct discipline.
[07:48] Breaking down silos - Lori discusses how she pioneered the integration of sales, revenue management, and marketing under one umbrella at Kessler Collection. This approach eliminated traditional departmental conflicts and aligned everyone toward common goals, creating a more efficient and effective commercial operation.

[15:45] Technology and data innovation - The conversation explores how hotels can leverage modern technology while maintaining the human touch. Lori shares insights on using customer data platforms, beacon technology, and mobile data to better understand and serve guests while respecting privacy concerns.
[27:19] Commercial-first mindset - Lori explains her "three-lane highway" analogy for commercial strategy, where sales, revenue management, and marketing each have their lane but can merge and collaborate effectively. This approach ensures all departments work together toward shared objectives while maintaining their distinct expertise.

[34:46] Leadership and vulnerability - The episode concludes with Lori's powerful message about the importance of vulnerability in leadership, especially when dealing with rapidly changing technology and market conditions. She emphasizes that acknowledging what you don't know is crucial for growth and success in modern hospitality.

Chapters:
00:00 - Intro 01:13 - From reservations to commercial strategy 07:48 - Breaking down departmental silos 15:45 - Technology adoption in hospitality 21:18 - Understanding customer data platforms 27:19 - The commercial-first mindset explained 32:40 - Leadership and vulnerability 35:13 - Outro

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill
  
  

In this enlightening episode of Hotel Moment, Karen Stephens engages with Emily Goldfischer, Founder and Editor-in-Chief of hertelier, to explore the evolving landscape of women's leadership in hospitality. Emily shares her fascinating journey from PR professional to journalist and entrepreneur, highlighting how her experiences shaped her mission to spotlight and support women in the industry.

Together, they discuss:

• Emily's transition from hospitality PR to founding hertelier, and how the platform has featured over 600 women since 2021
• The importance of flexibility and mentorship in advancing women's careers
• How women are leveraging technology to solve industry challenges and enhance guest experiences
• The role of personal advocacy and building a "board of directors" for career guidance
• The growing influence of women in luxury travel and technology leadership
  
  

Emily also shares insights into how major hospitality brands are implementing programs to support women's advancement and how the industry can continue progressing toward greater gender equality.

If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Connect with Emily Goldfischer here:

• LinkedIn
• hertelier

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[05:56] Women and organizational flexibility - Emily reveals how success in hospitality leadership is a two-way street. She emphasizes that while women leaders need to be adaptable, companies that effectively nurture and retain female talent must also embrace flexibility. This symbiotic relationship has become particularly crucial as major brands like Marriott implement policies that support women during child-raising years, demonstrating how organizational flexibility can drive gender equality.
[08:47] The evolution of mentorship - Emily highlights a significant shift in how women leaders approach mentorship. Today's female executives and VPs are intentionally creating better experiences for early-career professionals, breaking from past patterns. She discusses how major brands like Hyatt and ISG have formalized this commitment through programs like 'Women@Hyatt' and ‘RISE', showcasing the industry's growing investment in women's leadership development.
[13:45] Technology as a problem-solving tool - Contrary to industry stereotypes, Emily shares compelling examples of women leading technological innovation in hospitality. She recounts how one head housekeeper revolutionized staffing by implementing an "Uber-like" system for housekeepers, demonstrating women's practical approach to using technology for solving real operational challenges while considering work-life balance needs.
[14:54] Understanding the luxury travel evolution - Emily discusses a critical insight about the fastest-growing market in travel: women over 50. She explains how women leaders bring unique perspectives to luxury hospitality, particularly regarding safety concerns, amenity preferences, and design details that male leaders might overlook. This understanding becomes increasingly valuable as the demographic shift continues to reshape luxury travel.
[18:24] Building a personal board of directors - Emily shares a powerful strategy for career development: creating a diverse network of mentors rather than relying on a single advisor. She emphasizes the importance of gathering perspectives from both within and outside the industry, highlighting how this approach provides more comprehensive career guidance and support.

Chapters:
00:00 - Introduction02:29 - Emily's journey from PR to journalism 05:56 - The role of flexibility in leadership 08:47 - Mentorship and career development 13:02 - Women in technology innovation 14:54 - The future of luxury travel 18:24 - Building your support network 21:14 - Outro

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill
  
  

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.
The episode features:

• A unique AI-generated discussion between two AI bots, based on Revinate's “Voice channel conversion playbook for hotels”
• Insights into voice channel optimization and reservation sales strategies
• A thought-provoking exploration of AI's potential and limitations in hospitality
• Karen's perspective on the future of human interaction in hospitality
  
  

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.
If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Download the voice channel conversion playbook for hotels here
Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:


[06:18] Multi-channel revenue optimization - The AI voices discuss how voice channel success extends beyond isolated phone interactions. They explore the interplay between voice and digital channels, noting how hotels seeing the highest conversion rates effectively track guest touchpoints across all channels. For example, they highlight how properties that implement callback strategies for abandoned online bookings see an average 25% increase in conversion rates, demonstrating the power of integrated channel strategies.


[11:43] Training for high-value conversations - The discussion delves into specific training techniques that transform reservation agents from order-takers into revenue generators. The AI voices share concrete examples, such as how teaching agents to ask "What brings you to our area?" instead of "When would you like to stay?" opens up opportunities for package recommendations and upsells. They note that hotels implementing these conversation strategies see an average increase of 30% in booking value.


[16:27] Leveraging technology for personalization - The AI voices explore how modern technology enhances rather than replaces human interaction in the reservation process. They discuss how having guest history and preference data readily available during calls enables agents to provide more personalized recommendations. For instance, knowing a guest's previous stay patterns allows agents to suggest relevant room upgrades or amenities, leading to both higher guest satisfaction and increased revenue per booking.


[22:55] Measuring and optimizing performance - The conversation turns to the importance of performance metrics beyond basic call statistics. The AI voices detail how successful hotels track metrics like conversion rate by call type, average booking value, and upsell success rates. They share how one property increased their conversion rate from 45% to 72% by implementing detailed call analysis and targeted coaching based on these metrics, demonstrating the power of data-driven optimization in voice channel operations.



Chapters:
00:00 - Intro03:04 - Empowering reservation agents07:05 - Crafting effective call scripts08:46 - Using data analytics effectively10:23 - Success stories in outbound calling12:41 - Nurturing guest relationships18:04 - The human element in voice channel strategy19:02 - Creating a culture of continuous improvement23:20 - Outro

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill
  
  

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.
Together, they cover:

• The importance of starting email marketing efforts early to maximize engagement and avoid deliverability issues.
• Key factors affecting email deliverability including sender reputation, list hygiene, and compliance with regulations.
• Best practices for managing email volume and cadence to ensure effective communication with guests.
• Strategies for crafting successful email campaigns that resonate with audiences and drive bookings during peak holiday seasons.
• Insights on segmenting your audience to enhance engagement and conversion rates.
  
  

Tune in for valuable insights to elevate your email marketing game and ensure your messages reach your guests' inboxes this holiday season! 

If you enjoyed this episode, please subscribe, rate, and review on Apple Podcasts and Spotify. Instructions on how to do this can be found here.

Connect with Maggie Stothart here:

• LinkedIn
• Revinate

Connect with Bailey Yeats here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Chapters:
00:00 - Intro03:00 - The importance of timing07:40 - The dynamic duo of cadence and volume10:00 - Planning for success11:30 - Essential filters for deliverability14:00 - Knowing your audience18:40 - Creative campaign ideas19:59 - Segmentation for targeted messaging25:36 - Crafting the perfect email29:41 - Mastering subject lines34:01 - Shifting to mobile-friendly campaigns35:17 - Measuring success post-campaign40:27 - Nurturing leads and win-back strategies43:08 - Black Friday success stories46:29 - Key takeaways and outro

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill
  
  

In this episode of Hotel Moment, Bryson Koehler, CEO of Revinate, welcomes Jeff Jonas, CEO and founder of Senzing, for an in-depth discussion on data management and its impact on the hospitality industry.

Together, they explore: 

• The concept of data as a living organism and the challenges of data entropy in complex systems
• The critical role of entity resolution in enhancing customer experiences and preventing fraud
• How real-time learning and machine learning are transforming decision-making processes
• The potential of AI and large language models in hospitality, including their limitations and best practices 
• Strategies for leveraging data to improve operational efficiency and guest satisfaction
  
  

Don't miss this opportunity to gain valuable insights into the transformative power of data in hospitality!

If you enjoyed this episode, don't forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Connect with Jeff Jonas here:

• LinkedIn
• Senzing

Connect with Bryson Koehler here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Chapters:
00:00 - Intro02:14 - The pulse of data04:18 - Entropy and data growth08:01 - ROI of accurate data10:11 - Learning from bad data13:18 - The battle against fraud17:53 - Lessons from the past21:30 -  Targeted marketing evolution22:52 - AI and the future of data25:09 - The rise of real-time learning29:34 - Retrieval augmented generation31:25 - Investing in the future of decision intelligence35:12 - Navigating omni-channel complexity37:51 -  Outro

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill
  
  

In this special 100th episode, Bryson Koehler returns to the Hotel Moment podcast for a deep dive into the transformative power of data in hospitality. In this insightful conversation with host Karen Stephens, Revinate’s CEO draws on his extensive experience, including his pivotal role in Revinate’s growth and his leadership at IHG, to highlight how data is reshaping direct bookings and enhancing guest experiences.
Key topics covered include:

• The evolution of data-driven guest feedback and its impact on pricing strategies.
• The importance of Customer Data Platforms (CDPs) in unifying data for actionable outcomes.
• Overcoming industry challenges like rising costs and stagnant occupancy through direct booking strategies.
• Leveraging voice channels, AI, and machine learning to increase profitability and optimize guest interactions.
  
  

If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.
Connect with Bryson Koehler here:

• LinkedIn
• Revinate

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[03:58] Data and Bryson’s beginnings at IHG - Bryson joins Karen on the podcast to discuss his own beginnings at Revinate and his time at IHG. Bryson emphasizes the critical role of data in the hospitality industry, particularly in improving guest experiences and driving profitability. He recalls that during his time at IHG, he was tasked with work on data-driven decision-making, integrating machine learning to enhance pricing models. He discusses how guest feedback can be used to adjust pricing strategies based on guest satisfaction and mentions that many hotels still struggle with disconnected data systems. The key, Bryson notes, is operationalizing data to create a 360-degree view of the guest, allowing hotels to personalize interactions and optimize marketing and pricing decisions in real time.

[10:00] The challenge of making direct bookings profitable - Bryson discusses Revinate's mission to become a direct bookings platform, emphasizing the importance of maximizing direct revenue for hotels. He argues that Revinate isn't just a software provider but a partner that helps hotels capture the right guests through direct channels. By leveraging rich data and advanced analytics, Revinate enables hotels to fill rooms at the right rate, reduce dependency on third-party booking platforms, and enhance guest profitability through upselling and personalized offers. Bryson sees this holistic approach as the future of hotel revenue management.

[18:16] The flywheel effect - Bryson talks about the "flywheel effect" created by Revinate’s platform, where each interaction with a guest—whether through email, voice, or messaging—feeds data back into the system, continuously refining guest profiles. This loop helps drive conversions higher by tailoring marketing and sales efforts based on previous guest behavior and preferences. He illustrates how reservation agents, for example, can access enriched guest profiles that provide valuable information about past stays and preferences, leading to better service and upselling opportunities.

Chapters:
00:00 - Intro02:04 - Revinate’s early days03:58 - The power of data07:00 - From CRM to CDP09:12 - Driving direct bookings and profitability 11:00 - Rising costs and growing challenges for owners16:38 - The profitability puzzle20:37 -  Shifting from third-party reliance23:17 - Future investments and new data capabilities26:30 - New Revinate guest app28:26 - Outro

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill
  
  

In this episode of the Hotel Moment podcast, we're featuring a webinar from our sister series, Hotel Moment Deep Dive. In this webinar, we hear from Brian Stinemetz, Client Success Manager at Revinate, Brent Sanders, Sr. Customer Education Specialist at Revinate, and guest speaker Raul Martinez from AmbienteTM Sedona. As they explore successful outbound strategies for maximizing direct revenue, they discuss:

• The critical role of capturing and following up on non-booked leads
• How outbound calling can significantly increase incremental revenue
• The importance of effective email capture for ongoing guest engagement
• Real-world success stories from AmbienteTM Sedona's implementation of outbound strategies

Listen in to benefit from insights into potential revenue opportunities hidden in non-booked leads and learn how to leverage outbound strategies effectively. As they make clear, taking a proactive approach to guest communication and implementing targeted outbound campaigns can dramatically impact your bottom line. The best thing you can do is ensure your team is prepared and motivated to make the most of these opportunities as they arise.

If you found this episode valuable, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. For more details on how to do this, follow the instructions provided here.

Connect with Brian Stinemetz here:

• Revinate

Connect with Brent Sanders here:

• LinkedIn
• Revinate

Connect with Raul Martinez here:

• AmbienteTM Sedona

Follow the podcast here:

• LinkedIn

Chapters:
00:00 - Intro01:32 - Meet the speakers03:00 - Understanding outbound strategies06:00 - Types of outbound strategies10:04 - The power of follow-up12:02 - Enhancing guest experience with pre-arrival calls14:45 - Key takeaways for effective outbound strategies16:17 - Spotlight on Ambiente Sedona17:29 - Raul Martinez’s experience with Revinate19:10 - Incentivizing outbound sales20:41 - Success stories and campaigns21:00 - Closing thoughts and future strategies

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill
  
  

In this thought-provoking episode of Hotel Moment, Karen Stephens sits down with Adam Mogelonsky, a Partner at Hotel Mogel Consulting Ltd, to uncover the transformative power of Customer Data Platforms (CDPs) in modern hospitality. Adam provides deep insights into how CDPs are revolutionizing the way hotels manage their technology and data to enhance guest satisfaction and streamline operations.

Tune in as they discuss:

• The role of CDPs in modern hotel tech: Adam explains how CDPs act as the central hub in a hotel’s tech ecosystem, simplifying integration and allowing for more effective management of guest data and interactions.

• The importance of high-quality guest data: Discover why having detailed, high-caliber guest profiles is crucial for crafting personalized marketing strategies and improving guest experiences.

• Personalized marketing and data analytics: Learn how targeted communication and real-time data analysis lead to more successful marketing campaigns and offer opportunities for continuous improvement.
  
  

Adam also shares practical advice on leveraging data to create a feedback loop that refines marketing efforts and enhances overall guest satisfaction. Don’t miss out, and tune in now!

If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Connect with Adam Mogelonsky here:

• LinkedIn
• Hotel Mogel Consulting

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[07:33] Evolution of CDP adoption in hospitality - As of 2024, CDPs have become essential tools in the hospitality industry. Adam notes that most hotels have either adopted CDPs or are developing strategic plans to implement them. CDPs address the challenge of integrating various technology systems by serving as a central hub. This centralization simplifies data management compared to the previous reliance on APIs, which required individual connections and extensive testing. By functioning as a universal connector, CDPs allow hotels to bypass the limitations of legacy systems, fostering greater innovation in guest services and operational efficiency. This shift represents a significant advancement in how hotels manage and leverage their data to enhance overall performance and guest experiences.
[23:29] Tracking the ‘plus one’ traveler - Adam discusses the evolving concept of “plus one” travelers, who accompany primary guests for conferences or business trips and use hotel amenities independently. He points out that while blended travel was recognized before COVID, the ability to track and analyze these additional guests' activities and spending has significantly improved with new technologies. By breaking down revenue across different guest profiles, hotels can better understand how these travelers utilize services and tailor their offerings accordingly. This insight allows hotels to create targeted packages and promotions for these additional guests, enhancing overall guest satisfaction and maximizing revenue.
[26:21] Empowering human interaction through technology - Adam emphasizes the critical balance between leveraging technology and maintaining personal guest interactions. He notes that while automation and AI can streamline operations and reduce administrative burdens, it’s essential that these technologies enhance rather than detract from human engagement. Effective use of technology should free up hoteliers from repetitive tasks, allowing them to focus more on personal interactions with guests. Adam discusses the importance of ensuring that technology supports, rather than overwhelms, hotel staff, thereby enriching the guest experience while preserving the human touch that defines hospitality.
Chapters:
00:00 - Intro00:23 - Understanding CDPs: The glue of data integration07:33 - The evolution of CDPs: From 2018 to 202411:59 - The importance of profile accuracy in CDPs17:07 - The virtuous cycle of data utilization18:33 - Unlocking ancillary revenue potential23:29 - The rise of plus-one travel25:14 - Enhancing the guest experience through technology29:04 - Innovation and stewardship in hospitality31:14 - Outro

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill
  
  

In this week’s episode of the Hotel Moment podcast, Robbert Manussen, Area General Manager Taiwan at IHG Hotels & Resorts, joins Karen Stephens, Revinate CMO, to share how he’s used technology to connect cultures and help hoteliers across three continents stay relevant in their respective markets. Robbert explains that facilitating a cohesive guest experience is like building bridges between guests and hotel teams, and it all starts with investing in the right technology that staff can train on. 

Tune in for an international perspective on how to best support hotel and regional culture by prioritizing technology tools and training.

The two explore:

• Tech-enhanced service: Robbert explains how voice control systems are revolutionizing guest interactions, making advanced technology accessible even to senior citizens, and ensuring a seamless service experience.
• Data and personalization: The discussion highlights the future of personalization in hospitality, focusing on how data and AI can tailor guest experiences while maintaining privacy and consent.
• Sustainability by design: Learn about the hotel’s innovative approach to sustainability, including the replacement of plastic bottles with in-room water taps and bamboo thermos flasks, which have significantly reduced plastic waste and enhanced guest satisfaction.
• Navigating the tech revolution: Robbert shares insights on budgeting for technology in hospitality, stressing the need for strategic investment in tech to stay competitive and relevant.
• Empowering teams through technology: Discover how Intercontinental Taiwan has fostered a culture of innovation by involving staff in tech solutions, leading to increased efficiency and job satisfaction.
  
  

Robbert’s insights provide a comprehensive look at how integrating technology thoughtfully can transform both guest experiences and operational efficiencies.

If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Connect with Robbert Manussen here:

• LinkedIn
• IHG Hotels and Resorts

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Chapters:
00:00 - Intro00:43 - A global journey: from Europe to Asia05:40 - Taiwan’s cutting-edge hotel experience06:58 - Adapting leadership across cultures14:30 - The global career ladder: from trainee to GM16:00 - Innovation that wows: AI-powered guest experience17:56 - Technology for all: AI for every guest25:01 -  Data and personalization: The next frontier29:27 - Sustainability by design: water solutions and guest experience31:03 - Navigating the tech revolution: budgeting for the future35:45 - Empowering teams through technology and training41:02 - The future of hospitality: attracting a tech-savvy generation

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill
  
  

In this episode of Hotel Moment, Karen Stephens sits down with Shannon Knapp, President & CEO of The Leading Hotels of the World, to explore the evolving luxury hospitality landscape and how independent luxury hotels can thrive in the modern era. Shannon shares her wealth of experience in the luxury travel space, shedding light on how her organization supports over 400 luxury hotels across 80 countries.

Tune in as they discuss:

• The changing definition of luxury: Shannon reflects on how luxury has transformed over the past 20 years, from being hotel-defined to a much more personalized experience. 
• Personalization at scale: The conversation dives deep into how modern technology has enabled luxury hotels to deliver personalized guest experiences at scale. 
• The role of technology in hospitality: Shannon emphasizes the importance of technology in empowering staff and improving guest loyalty.
  
  

Discover how The Leading Hotels of the World is empowering independent luxury hotels to stay competitive in a dynamic industry through strategic use of technology, loyalty programs, and a deep understanding of guest preferences.
If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.
Connect with Shannon Knapp here:

• LinkedIn
• The Leading Hotels of the World

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill