In this special episode of Hotel Moment, Karen Stephens reconnects with three industry leaders and previous guests to explore their latest innovations and successes:

• Aaron Miller, VP of CRM and Digital at Highgate, reveals how preparation and strategic messaging led to a successful Black Friday campaigns across their portfolio of nearly 90 independent hotels worldwide.
• Shawn Jereb, SVP of Revenue Management & Distribution at Montage International discusses their focus on creating distinctive experiences in the luxury space.
• Carlo Del Mistro, Chief Digital Officer at Ennismore, shares exciting updates about their "Dis-loyalty" program, which has grown to include over 100 properties across 10 brands and 180+ restaurants globally.
  
  

These conversations provide valuable insights into different approaches to guest engagement, loyalty, and revenue generation in today's evolving hospitality landscape.

If you would like to tune in to Aaron, Shawn or Carlo’s previous episodes, please follow the links below.

• Aaron Miller: No missed opportunities — prioritizing a data collection practice for every property
• Shawn Jereb: Approachable luxury without losing touch with guests
• Carlo Del Mistro: “Dis-loyalty” — Ennismore’s unconventional approach to guest loyalty
  
  

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 Aaron Miller here:

• LinkedIn
• Highgate

Connect with Shawn Jereb here:

• LinkedIn
• Montage International 

Connect with Carlo Del Mistro here:

• LinkedIn
• Ennismore Hospitality

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[01:00] Black friday strategy at Highgate - Aaron Miller discusses how early preparation starting in August/September was key to their successful Black Friday campaigns. Aaron explains how Black Friday has evolved into a month-long November event — requiring careful planning and strategic messaging throughout the promotional period.

[7:00] Luxury experience evolution - Shawn Jereb explains Montage International's focus on creating distinctive experiences as a key differentiator in the luxury space. He discusses their approach to maintaining authenticity across different properties while ensuring consistent brand standards.

[11:00] Dis-loyalty program success - Carlo Del Mistro shares how their innovative membership program has expanded globally since its launch in summer 2023. The program's unique approach of offering immediate benefits without points or tiers has successfully encouraged guests to explore multiple brands within the Ennismore portfolio.

Chapters: 

00:00 - Introduction 
01:00 - Aaron Miller on Black Friday success 
06:00 - Digital marketing strategy at Highgate 
09:00 - Shawn Jereb on luxury evolution 
1700 - Montage's approach to guest experience 
21:00 - Carlo Del Mistro on Dis-loyalty growth 
2700 - Closing thoughts
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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 recast episode of Hotel Moment, we revisit a compelling conversation between Karen Stephens and JC Thompson, Founder and CEO of Pursuance. Originally recorded after NAVIGATE Miami, the episode explores how personal relationships remain crucial in luxury hospitality, even as AI becomes more prevalent. Since this conversation, JC has launched Pursuance.co, where hoteliers can build their own revenue optimization and human intelligence workshops.
Together, they discuss:

• 
  Why the voice channel remains vital for hospitality, especially during peak seasons like Christmas and New Year's
• The importance of data-driven approaches combined with human connection in coaching agents
• How Pursuance focuses on deep-diving with a specific smaller sub-set of customers rather than spreading themselves more widely
• Why sharing personal stories and experiences is a more effective method of coaching than offering advice
• And more!
  
  

JC is an expert in scaling businesses, having led operations strategy for three separate organizations which doubled revenue in a single year. Through Pursuance and the new Pursuance.co platform, he and his team help uncover the potential of individuals and organizations, design and implement guest journeys, lead revenue optimization initiatives, and coach leaders of the world's best operators in the luxury services & goods industries.
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 JC Thompson here:

• LinkedIn
• Pursuance
• Website

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[03:03] 26 clients a year - In defining his missions with founding Pursuance and what the essence of his company is, JC makes reference to other consultants working in this space who pride themselves on having different people engaging with the customer at different times. Having worked in this industry and as a coach for a long time, JC has had plenty of exposure to this way of working and wanted Pursuance to represent the opposite. Working with a select subset of clients is one way that JC could bring a greater emphasis on the building of fruitful personal relationships. With a commitment to only working with 26 clients a year, JC believes he can drive better results through the leveraging of those relationships.
[06:06] Coaching leadership - JC takes a particularly positive outlook when coaching and working with clients. He explains that in the 30 days following the onsite work they do, he is only looking for positives. Even if that positive is as small as “well done, you answered the phone”. The principle that JC jumps off from here is that people tend to be harder on themselves than you will be, so building confidence is a big part of that coaching. Another mistake he has noticed is trying to do too much too fast. By ensuring you don’t overcomplicate your coaching goals and focusing on one or two key initiatives, you can achieve much stronger results. And those initiatives should be driving sales, but they should also be things that make the agent feel more confident.
[12:18] Resisting giving advice - Coaching has changed while JC has been working in this space, and one of the key changes has been that coaches no longer give straightforward advice. Instead, it’s about taking a softer approach, telling stories that relate, and resisting offering blunt instructional coaching. This method allows people to take what they need from a lesson and apply it to their own situation in a way that is suitable. The other change according to JC has been greater accountability. For example, JC will always have prepared in advance and know what stories he’s going to impart, and the ultimate marker of this change is that he will never walk into a room and say, “Hey, what do you want to talk about today”.
Chapters:
00:00 - Intro 03:03 - Pursuance and the importance of personal relationships 05:06 - Pursuance coaching scope 08:00 - AI versus guest's desire for human connection 10:07 - Making data useful 12:18 - Coaching leadership 15:12 - Incentivizing creating emotional connections 16:25 - Voice channel and digital transformation 18:06- Consistency across channels 21:14 - Advising on tech stacks 25:15 - How coaching has changed 27:30 - Outro
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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 compilation episode of Hotel Moment, Karen Stephens draws from her previous guest conversations to highlight the two most fundamental elements of hotel success: data collection and application. 

The episode features three industry experts sharing their unique perspectives:

Adam Mogelonsky, Partner at Hotel Mogel Consulting, explains why high-caliber data is the gateway to all good things at your hotel. He emphasizes how quality data enables hotels to understand the emotional drivers behind guest booking decisions and reveals why poor data can prevent hotels from executing effective one-to-one marketing.

Jason Pirock, Corporate Director of Marketing at Springboard Hospitality, provides actionable insights on using data to identify and map ideal guest personas. His approach to analyzing trends across multiple properties demonstrates how hotels can leverage data to better understand and target their perfect guests.

Andrew Ladd, VP of Marketing at Noble House Hotels and Resorts, shares practical examples of how hotels can maximize data collection throughout the guest journey. He illustrates how small details - from beverage preferences to mini bar selections - can create memorable "surprise and delight" moments that elevate the guest experience.

Through these expert perspectives, Karen explains why hotels must prioritize data quality and application, especially when competing with OTAs. The episode provides practical strategies for collecting and leveraging guest data to create personalized experiences that drive direct bookings and foster lasting guest relationships.

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 here:

• LinkedIn
• Hotel Mogel

Connect with Jason here:

• LinkedIn
• Springboard Hospitality

Connect with Andrew here:

• LinkedIn
• Noble House Hotels and Resorts

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[01:22] The foundation of quality data - Adam Mogelonsky elaborates on why high-caliber data is essential for hotel success. He explains that beyond basic information like emails and names, hotels need rich data to understand emotional drivers behind guest booking decisions. Without quality data, hotels cannot execute effective one-to-one marketing or understand what drives guests to book, rebook, and recommend properties to others.

[02:19] Understanding data quality impact - Karen Stephens explores the cause-and-effect relationship between data quality and marketing effectiveness. She discusses how property management systems often create duplicate profiles and how identity resolution tools can dramatically improve targeting accuracy. The discussion emphasizes that clean data forms the foundation for both guest profiles and persona development.

[03:26] Creating effective guest personas - Jason Pirock provides actionable insights on mapping ideal guest personas. He details how hotels can leverage existing data to understand current guests while strategically planning for target audiences. For multi-property brands, he recommends analyzing trends across locations to develop comprehensive guest personas that inform marketing strategies.

[04:47] Maximizing on-property data collection - Andrew Ladd shares practical examples of leveraging touchpoints throughout the guest journey. From restaurant preferences to minibar selections, he illustrates how small details can create powerful "surprise and delight" moments. His insights demonstrate how personalization through data collection can elevate the guest experience beyond typical service levels.
[05:23] Competing with OTAs through personalization - The episode concludes with Karen's insights on using data as a competitive advantage against OTAs. She emphasizes how hotels often focus too narrowly on pre- and post-stay communication, missing opportunities during the stay. The discussion highlights how personalized experiences, enabled by proper data collection, give hotels a unique advantage over online travel agencies.

Chapters: 

00:00 - Introduction 
01:22 - Quality data as the foundation 
02:19 - Impact of data quality 
03:26 - Mapping the ideal guest 
04:47 - Leveraging guest touchpoints 
05:23 - Personalization as a competitive edge 
06:40 - Closing thoughts 
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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
  
  

Join Karen Stephens and Marc Winchell, Corporate CRM at Pacific Hospitality Group, as they dive deep into the Stay Golden loyalty program. Marc reveals how PHG is shifting away from OTA dependence by reimagining hotel loyalty. Rather than points, Stay Golden focuses on immediate value through direct booking discounts, room upgrades, and personalized pre-arrival experiences.

Together, they discuss:

• Why immediate rewards and 10% discounts outperform traditional points systems
• How first-party data enables personalized pre-stay communication that builds anticipation
• The vital role of voice channel agents in competing with OTAs while building guest relationships
• Creating metrics that measure both commercial success and guest satisfaction
  
  

This episode offers actionable insights for hoteliers looking to take control of their guest relationships and reduce OTA dependence through meaningful loyalty programs.

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 Marc Winchell here:

• LinkedIn
• Pacific Hospitality Group
  
  

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Chapters: 
00:00 - Introduction 
04:37 - Rethinking loyalty rewards 
07:43 - Direct booking benefits 
09:14 - Personalizing communication 
15:27 - Voice channel optimization 
22:06 - Reducing OTA reliance 
25:31 - Outro
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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 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
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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