In this insightful episode of Hotel Moment, Karen Stephens speaks with Jeff Wielgopolan, Service Director at Meadowood Napa Valley, about his approach to luxury hospitality and delivering world-class service. Jeff brings a wealth of experience from his 20+ years in the industry, including his role as Global Senior Vice President of Learning and Development at Forbes Travel Guide.

Jeff shares the fascinating story of how he joined Meadowood after a dinner conversation with owner Bill Harlan, who asked him a question that changed his perspective: "What does a guest room look like forty years from now?" This generational thinking about hospitality excellence has shaped Jeff's approach to creating timeless experiences.
Throughout the conversation, Jeff emphasizes how employee experience directly drives guest experience — sharing innovative strategies for recognizing both front-of-house and back-of-house staff. He discusses Meadowood's unique position within Napa Valley's wine-growing community, and how the property leverages its 250-acre setting to create intimate, personalized experiences for guests.

What You'll Learn:

• How to redefine luxury and give guests  "the ability to not have to think" and implement this philosophy across all guest touchpoints
• Why employee recognition must extend beyond front-facing staff to create a unified culture of excellence
• The powerful training technique of moving guests from "past to present to future" during arrival experiences
• How to transform service mistakes into opportunities that build deeper guest trust and loyalty
• Why explaining the "why" behind service standards is more effective than just teaching "what" and "how"
• Strategic approaches to balancing technology with human connection in luxury hospitality
• How to maintain brand personality and avoid the "beige" trap that many luxury hotels fall into
• Practical methods for implementing guest recovery using the concept of "positive seconds" versus "negative seconds"
  
  

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 Wielgopolan here:

• LinkedIn
• Meadowood Napa Valley

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[04:29] The question that changed everything - Jeff recounts the pivotal dinner conversation with Meadowood owner Bill Harlan that drew him to the property. Harlan asked him, "What does a guest room look like forty years from now?" This question revealed a generational approach to hospitality –- thinking about hotels like fine wine, building experiences that are timeless and will stand the test of time for decades. Jeff was struck by an owner who thought about hospitality not just for immediate returns, but for creating something that would remain relevant and excellent across generations. This philosophy is reflected in Meadowood's remarkable employee retention, with many staff members having 20, 25, even 35+ years of service.

[10:15] Employee experience drives guest experience - Jeff emphasizes that there should be no difference between how you treat employees versus guests. At Meadowood, every person on property, whether guest or staff member, receives the same level of acknowledgment and respect. This includes greeting everyone you see, whether on foot or from golf carts, and ensuring that back-of-house staff receive equal recognition to front-facing employees. Jeff warns against recognition programs that only reward staff mentioned in guest surveys, as this alienates 50-60% of the team who contribute essential services but don't have direct guest interaction. The goal is ensuring everyone feels seen and valued for their contributions.

[18:09] The evolution of training: From what to why - Jeff describes how training methods at Forbes Travel Guide evolved from boring, standard-by-standard presentations to experiential role-playing that explained the "why" behind service protocols. He shares the breakthrough realization that staff immediately understood and embraced standards when they understood the purpose behind them. Using the example of guest arrivals, Jeff explains how different touchpoints should move guests from past (dealing with travel) to present (current needs) to future (upcoming experiences), rather than asking random questions without purpose. This approach empowers staff to create meaningful interactions rather than acting like robots following scripts.

Chapters:
00:00 - Intro 
02:04 - About Meadowood Napa Valley and its unique position 
03:29 - Jeff's role as Service Director 
04:29 - The dinner conversation that led Jeff to Meadowood 
09:12 - Jeff's journey from fine dining to Forbes Travel Guide 
10:15 - How employee experience drives guest experience 
13:02 - Defining luxury as giving guests "the ability to not have to think" 
14:43 - Managing personalization for repeat guests 
17:52 - Training philosophy: Teaching the "why" behind service 
21:45 - Understanding the guest journey from past to present to future
23:02 - Turning service failures into trust-building opportunities 
27:54 - The future of luxury hospitality and avoiding the "beige" trap 
30:47 - Technology preferences across generations 
32:43 - Designing experiences from the guest perspective 
35:03 - 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, Karen Stephens is joined by Sims Foster, co-founder of Foster Supply Hospitality. With roots spanning over 100 years in the Catskills region, Sims brings a unique perspective on hospitality that combines industry expertise with a deep connection to the community.

Sims discusses his unconventional journey from lying about his age to get a dishwasher job at 13 to managing celebrity nightclubs in Manhattan, and eventually returning home to revitalize his local hospitality scene. Foster Supply Hospitality operates small-scale hotels and James Beard-nominated restaurants throughout the Catskills — focusing on creating full-service resort experiences in intimate 12-30 room properties.
Throughout the conversation, Sims explores how the hospitality landscape has evolved, particularly with the dramatic rise of short-term rentals in rural areas. He shares candid insights about competing with unregulated inventory that operates without traditional hospitality overhead, while emphasizing how authentic human connection remains a hotels' greatest differentiator.
The discussion also highlights Sims' commitment to community impact through A Single Bite, a nonprofit organization addressing food insecurity and nutrition education that has delivered over 200,000 meals and reaches every seventh-grade student in Sullivan County.


What You'll Learn:

• How to compete with short-term rentals by leveraging professional service standards and human connection
• Why "amenity adjacent" marketing from short-term rentals creates opportunities for hotels to showcase their true value
• Strategies for converting restaurant and spa guests into direct hotel bookings for future stays
• How small-scale hospitality can create full-service experiences that compel guests in rural markets
• The importance of maintaining authentic community connections while building a successful hospitality business
• Practical approaches to addressing local challenges through hospitality-based community initiatives
  
  

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 Sims Foster here:

• Foster Supply Co

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[10:05] The short-term rental surge and its impact - Sims discusses how short-term rentals in Sullivan County have increased sixfold over the past five years — creating an "unregulated one-key hotel industry." He explains how these property owners can operate without the regulatory oversight that commercial hotels face, while many don't understand hospitality metrics like ADR and occupancy. "The short-term rental owner doesn't have the overhead of our business. They're now affecting ADRs and occupancies, and they don't even know what those two words mean," Sims notes. This creates unique competitive challenges for traditional hotels that must find new ways to differentiate their offerings.


[13:36] Leveraging professional hospitality advantages - Karen and Sims explore how hotels can compete with "amenity adjacent" short-term rentals by emphasizing the benefits of professional hospitality service. Sims explains that many short-term rentals simply copy and paste hotel amenities in their marketing — claiming proximity to restaurants, spas, and activities. However, hotels have distinct advantages including flexible length-of-stay options, professional cleaning and maintenance standards, and the reliability that comes with trained hospitality professionals managing the guest experience.


[17:48] The power of human connection in hospitality - Sims emphasizes what he sees as hotels' greatest competitive advantage: authentic human interaction. "As much as you can brand your short-term rental and create this thing, and it feels good, when you check in, it's still an empty house as far as human beings," he explains. He describes how guests connecting with staff members like Will, Saudi, or Anastasia reminds them of "the real power and joy and specialness of staying in a hotel." This human element cannot be replicated by short-term rental properties, no matter how well-designed or branded they may be.


Chapters:
00:00 - Intro 
01:53 - Introduction to Foster Supply Hospitality and the Catskills 
03:37 - Sims' journey from dishwasher to hospitality entrepreneur 
05:08 - The role of restaurants in the Foster Supply experience 
06:36 - The Catskills' history and evolution 
09:28 - How short-term rentals are changing the hospitality landscape 
12:34 - Competing with short-term rentals through professional hospitality 
15:13 - Converting restaurant guests to hotel guests 
17:48 - The irreplaceable value of human connection in hotels 
17:02 - A Single Bite: Addressing food insecurity in Sullivan County 
22:52 - Advice for aspiring hospitality entrepreneurs 
25:04 - Closing

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 is joined by Stuart Greif, Chief Strategy, Innovation, and Operating Officer at Forbes Travel Guide. With extensive experience shaping luxury travel experiences, Stuart shares his unique perspective on navigating innovation in hospitality.
Stuart discusses his journey through the industry, from living in hotels as a client to leadership roles at JD Power's global hospitality practice, Microsoft, and now Forbes Travel Guide. He emphasizes how empathy and diverse life experiences have shaped his approach to hospitality as an industry focused on "experiences of joy and creating memories."

Throughout the conversation, Stuart explores the delicate balance between technology, the guest experience, and profitability. He argues that the guest must be the "true north" while warning against cost-cutting that erodes what makes hotels unique. Stuart provides a pragmatic view on AI implementation, focusing on how it can free staff from repetitive tasks to deliver exceptional hospitality. He also emphasizes the importance of centralized data systems and the fundamental distinction between service (functional delivery) and hospitality (genuine human connection).

What You'll Learn:

• How to evaluate technology investments that benefit both guests and employees
• Why "death by a thousand cuts" cost-saving approaches ultimately undermine ROI
• Practical first steps for AI implementation that focus on productivity
• How to leverage centralized data to enable personalization at scale
• Strategies for creating a culture that balances technology with authentic hospitality
• The importance of having a clear identity rather than trying to appeal to everyone
  
  

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 Stuart Greif here:

• LinkedIn
• Forbes Travel Guide

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[09:39] Balancing cost-cutting with guest experience - Stuart discusses the critical tension between profitability and guest experience. He cautions against "death by a thousand cuts" that can degrade what makes a property unique and differentiated. While cost-cutting might look good on the books for 12 months, it can become a self-fulfilling prophecy that "circles the drain" and ultimately undermines ROI and asset value. Instead, he emphasizes that providing great experiences leads to guests coming more often, paying more, and becoming advocates — all of which positively impact profitability. Finding the right balance is key to long-term success.

[15:45] Centralized data as foundation for AI implementation - Karen emphasizes that whether you're an independent hotel or a major brand, having all your data in one central location is crucial for effective AI implementation. She points out that the biggest challenge for hoteliers is siloed data, as AI can only access what it's told to access. By integrating PMS data with ancillary information like spa bookings and restaurant orders in a central location, AI becomes truly impactful. Stuart agrees, encouraging hoteliers to focus on their own data first rather than trying to compete with larger players, as this is where they'll see the most immediate benefits.
[30:15] The distinction between service and hospitality - Stuart makes an important distinction between service and hospitality. Service, he explains, is about delivery — the functional aspects of the guest experience that, if broken, weaken the experience. Hospitality, on the other hand, is about how you treat people and create genuine human connection. He notes that while service skills can be taught, hospitality requires an innate warmth and enthusiasm that can't easily be trained. As Horst Schulze of Ritz-Carlton fame once said, "I can teach somebody to carry a bag across a lobby. I can't teach them to want to or to do it with enthusiasm." Stuart emphasizes that technology should free staff from struggling with systems so they can focus on delivering sincere hospitality.

Chapters:
00:00 - Intro
00:55 - Stuart's background and role at Forbes Travel Guide 
03:16 - Stuart's journey in hospitality and formative experiences 
07:32 - Balancing technology, guest experience, and profitability 
09:39 - The danger of cost-cutting at the expense of experience 
13:03 - AI's role in productivity and operational efficiency 
15:45 - The importance of centralized data for AI implementation 
19:10 - Strategic approaches to implementing AI in hospitality 
22:04 - Image generation and marketing applications for AI 
25:15 - Differentiation as key to success in a tech-enhanced industry 
27:35 - Technology as an enabler of human connection 
30:15 - The distinction between service and hospitality 
33:30 - Final advice: Be a "learn-it-all, not a know-it-all"
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 engaging recast 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.

Throughout the conversation, Shannon discusses how the definition of luxury has transformed from a standardized hotel-defined concept to a highly personalized experience tailored to individual preferences. She highlights the crucial role of technology in enabling personalization at scale while maintaining the human touch that defines true luxury service. Shannon also shares insights into the Leaders Club loyalty program, which offers immediate benefits designed to foster loyalty across the collection of independent hotels.

What You'll Learn:

• How the definition of luxury has evolved from hotel-defined to guest-defined experiences
• Why personalization has become the cornerstone of modern luxury hospitality
• How technology can empower staff to deliver personalized service at scale
• The importance of having clear use cases before investing in new hotel technologies
• Strategies for avoiding "shiny object syndrome" when it comes to tech investments
• How independent hotels can leverage loyalty programs to compete with large chains
• Practical approaches to managing technology with limited resources and small teams
• The critical balance between technological efficiency and authentic human service
  
  

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
• Leading Hotels of the World

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[05:29] Evolving definition of luxury - Shannon explains how the concept of luxury has shifted over the years. In the past, hotels dictated the meaning of luxury by offering a standardized set of services and experiences. Now, luxury has become a highly personalized experience, where each traveler defines what luxury means to them. This change poses both challenges and opportunities, as today's luxury guests may prefer anything from traditional palace hotels to smaller, intimate properties that focus on authenticity, wellness, and sustainability.
[14:46] Budgeting and investment strategy for hotels - When it comes to budgeting, Shannon advises hotels to focus on understanding their business mix and growth aspirations. She discusses the shift many hotels have seen towards leisure travel post-pandemic and how budgeting should reflect this changing market. She also warns hotels to avoid getting distracted by new, shiny technologies. Instead, they should focus on solving real problems and maximizing the tools they already have, ensuring that the technology is being fully utilized and managed effectively.
[17:19] Technology management for independent hotels - Shannon discusses how challenging it can be for independent hotels, which often have small teams, to manage multiple technology platforms. She emphasizes the importance of consulting with experts like The Leading Hotels of the World to ensure that they are maximizing the value of their existing tech stack. Leading Hotels assists its members in identifying appropriate vendors and solutions, ensuring the technology is properly implemented and leveraged.
Chapters:
00:00 - Intro04:45 - The evolution of luxury travel: Personalization over tradition07:28 - Personalization at scale: leveraging tech for tailored experiences10:05 - Building loyalty: Inside leaders club13:03 - Strategic budgeting: Avoiding the shiny object trap18:43 - Increasing global brand presence: Focus on what matters21:33 - Career growth and mentorship: From marketing leader to CEO24:17 - Closing thoughts on failure and learning24:40 - 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 recast from the Hotel Moment archives, Karen Stephens sits down with Casper Overbeek, Chief Product Officer at citizenM, to explore how the brand is revolutionizing guest loyalty and personalization in hospitality.

Throughout their conversation, Casper takes us behind the scenes of citizenM's remarkable growth story, from just 10 hotels to a portfolio of 38 properties across prime locations in Europe and the US. He reveals the strategic thinking behind their unconventional paid subscription loyalty program, which has successfully attracted 45,000 active members by delivering on two key promises: guaranteed room availability and rate certainty.

What You'll Learn:

• Why citizenM abandoned traditional points-based loyalty programs in favor of a paid subscription model
• How guaranteed room availability within 48 hours has become a game-changing loyalty benefit
• The surprising cultural differences between European and American guests when it comes to personalization
• How citizenM gathers and implements continuous guest feedback to refine their offerings
• Why technology should enhance human connections rather than replace them
• Practical strategies for implementing personalization in ways that genuinely enhance guest experiences
• How to balance innovation with operational efficiency in a hotel environment
• Why starting with the desired guest experience and working backwards leads to better business decisions
  
  

If you missed this episode the first time around, don't miss the chance to hear these valuable insights that remain as relevant as ever in today's evolving hospitality landscape.

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 Casper Overbeek here:

• LinkedIn
• citizenM Hotels

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[02:51] Brand overview and growth - Casper shares citizenM's journey from its founding 15 years ago to its current portfolio of 38 hotels. He explains how the brand was created to solve key traveler pain points — focusing on providing great locations, comfortable rooms with the right technology, and welcoming common spaces. The expansion from 10 to 38 hotels during his tenure demonstrates the success of this approach.

[07:38] Innovation in loyalty programs - citizenM's paid subscription model emerged from careful listening to guest needs. Two main pain points emerged: guaranteed availability and price security. The program now offers guaranteed availability 48 hours in advance and ensures members always get the best rate, with 15% off the best available rate. This innovative approach has attracted 45,000 active members.

[14:21] The power of guest feedback - Casper describes their comprehensive approach to gathering guest feedback, including micro-feedback tools throughout the journey, regular webinars, and even direct WhatsApp communication with some members. This constant flow of feedback helps shape their service improvements and technological innovations.

[24:49] European vs American personalization - One of the most fascinating insights Casper shares is the distinct difference between European and American preferences for personalization. Europeans prefer recognition without intrusion, while Americans seek customization and control over their experience. This understanding shapes how citizenM approaches service delivery in different markets.

Chapters:00:00 - Intro 02:51 - citizenM brand overview 07:38 - Innovation in loyalty programs 14:21 - Guest feedback systems 19:34 - Technology and operational efficiency 24:49 - Cultural differences in personalization 28:12 - Future of hospitality innovation 31:24 - 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 is joined by Dimple Jethani, the Chief Information Officer at Aramark Destinations. With over 25 years of experience driving innovation across technology and hospitality, Dimple shares her unique journey from accounting to technology leadership.

Dimple discusses her unexpected path to hospitality, from her early days at Arthur Andersen to entrepreneurship, and eventually to leadership roles at Norwegian Cruise Line Holdings during the unprecedented challenges of COVID-19. Now at Aramark Destinations, she oversees technology strategy for iconic properties in national parks like Yosemite and Yellowstone, focusing on enhancing guest experiences through thoughtful technology implementation.

Throughout the conversation, Dimple emphasizes the importance of master data management, cybersecurity education, and strategic AI adoption. She offers practical insights on how to approach data unification across multiple properties and why defining what you want to know about your guests must precede any technology implementation.

What You'll Learn:

• How to develop a unified data strategy across multiple properties to enable personalization and cross-selling
• Why "master data management matters" and how improper integration diminishes the value of your guest data
• How to implement a multi-layered cybersecurity approach that addresses the human element—often the weakest link
• Strategies for navigating technology implementation during crisis situations, drawn from Dimple's experience at Norwegian Cruise Line during COVID-19
• How AI can transform travel planning by reducing customer anxiety and information overload
• Practical first steps for centralizing your data when starting from disconnected systems
• The importance of creating a culture of continuous learning and explaining the "why" behind technology initiatives
• How to mentor and develop technology teams in hospitality by encouraging business understanding over technical jargon
  
  

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 Dimple Jethani here:

• LinkedIn
• Aramark Destinations

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[02:26] From accounting to technology leadership - Dimple shares her unexpected journey into technology and hospitality. Originally planning to major in accounting, a series of pivots led her to technology consulting at Arthur Andersen, where she developed a passion for enabling businesses through technology. After 14 years as an entrepreneur, she landed at Norwegian Cruise Line Holdings, where she fell in love with hospitality and saw firsthand how crew experience drives guest experience. This path eventually led her to Aramark Destinations, where she now oversees technology for iconic properties in national parks across the United States.

[06:24] Navigating COVID-19 at Norwegian Cruise Line - Dimple recounts the unprecedented challenges faced by the cruise industry during the COVID-19 pandemic. As the only industry completely shut down for over a year, Norwegian had to rapidly transition to remote work while developing new systems for processing refunds at scale. Dimple was heavily involved with the health and safety panel, implementing new technologies for contact tracing, COVID testing integration, and digital health passports. Despite the stress, she describes it as a "labor of love" that united the organization toward a common goal and ultimately led to the successful relaunch of 28 ships with enhanced safety protocols.

[11:20] Creating a unified data strategy across destinations - Dimple emphasizes the importance of establishing consistent data collection and management across multiple properties. At Aramark Destinations, which operates lodges and experiences in iconic national parks like Yosemite and Yellowstone, she stresses that individual properties need to come together to define what guest data matters most. Without consistency, cross-selling and personalizing experiences across properties becomes impossible. She advocates for proper master data management and governance, noting that even if data is captured but not integrated properly, its value is significantly diminished. Making data easy to access and use is critical for success.

Chapters:
00:00 - Intro 
02:06 - Dimple's journey to technology and hospitality 
06:10 - Leading technology through COVID at Norwegian Cruise Line 
09:45 - About Aramark Destinations and their iconic properties 
11:20 - Capturing and leveraging guest data effectively 
13:27 - Approach to cybersecurity in hospitality 
15:55 - AI's impact on travel planning and experiences 
18:56 - First steps to centralizing your data 
20:32 - Mentoring women in technology and hospitality 
23:23 - Creating a culture of continuous learning 
25:28 - 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 engaging episode of Hotel Moment, Karen Stephens sits down with Sky McLean, founder and CEO of Basecamp Resorts, to discuss her remarkable journey from being fired to building a thriving modern hospitality enterprise in Western Canada.

Sky shares the story of how getting fired after just 27 days at her "dream job" led her to make a bold decision never to work for anyone else again. Using an unexpected $38,000 from a BMW financing deal, she purchased her first piece of land in Canmore, Alberta — the future site of the first Basecamp Resort. Through determination and creative financing, she transformed that initial investment into what is now a $600 million hospitality company.

Throughout the conversation, Sky offers insights into her business philosophy, from hiring "people smarter than you" to her approach to sustainability and the development of the Everwild Nordic spa concept. She also shares candid advice for aspiring entrepreneurs, emphasizing that starting a business requires total commitment and cannot be treated as a "side hobby."

What You'll Learn:

• How adversity can spark entrepreneurship and lead to unexpected opportunities
• Creative approaches to raising capital when traditional financing isn't available
• The importance of hiring people smarter than yourself in areas where you lack expertise
• How to develop new hospitality concepts like the Everwild Nordic spa to enhance guest experiences
• Practical ways to incorporate sustainability into both construction and operations
• Why entrepreneurship requires complete commitment and "jumping off the cliff"
• How to match team members' skills and desires with business needs for optimal results
  
  

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 Sky here:

• LinkedIn
• Basecamp Resorts

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[03:43] The origin story - Sky recounts how getting fired after just 27 days at her "dream job" led her to vow never to work for someone else again. With an unexpected $38,000 from a car financing deal at BMW, she purchased her first piece of land in Canmore, Alberta — the future site of the first Basecamp Resort. Starting with no job and limited funds, she raised $2 million from friends and family to finance the $8 million project, which has since grown into a $600 million enterprise.

[07:41] Building an effective team - As a new founder with no hotel experience, Sky prioritized hiring people smarter than herself in areas where she lacked expertise. Her first two hires were an operations manager and an accountant, forming the foundation of what has grown to a 300-person team. Sky emphasizes the importance of matching people's skills and desires with the company's needs, and treating employees the way she would want to be treated.

[08:49] Expanding into wellness tourism - Sky shares the evolution of Everwild, Basecamp's Nordic spa concept that offers guests a thermal cycle experience of hot, cold, rest, repeat. Originally intended as a hotel expansion on surplus land, the spa concept grew into a distinct brand offering authentic wellness experiences. With one spa under construction in Canmore, another in Fernie, and several more planned across Canada and potentially the US, Everwild represents a significant growth vector for the company.

[13:31] Commitment to sustainability - From land acquisition through construction and operations, Sky details Basecamp's approach to environmental responsibility. This includes replacing more trees than are removed during development, using sustainable and recycled building materials, pursuing Built Green certification for new buildings, and carefully selecting environmentally responsible guest amenities. The company also participates in tree planting initiatives and partners with Protect Our Winters.

[17:26] Advice for aspiring entrepreneurs - Sky offers candid advice to aspiring hospitality entrepreneurs: "There's no right time, so just do it." She emphasizes that entrepreneurship requires complete commitment. It can't be a side hobby. Sky acknowledges that entrepreneurship isn't for everyone due to the stress involved, but for those who know in their soul they're entrepreneurs, she encourages them to take the leap and trust their ability to figure things out along the way.

Chapters:
00:00 - Intro02:10 - Welcome to Sky McLean02:43 - Introduction to Basecamp Resorts03:43 - Sky's entrepreneurial origin story07:41 - Building an effective hospitality team08:49 - The Everwild Nordic spa concept13:31 - Sustainability initiatives15:41 - Investment opportunities17:26 - Advice for aspiring entrepreneurs19:18 - 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 insightful episode of Hotel Moment, Karen Stephens speaks with Dana Cariss, Senior Vice President of Revenue Strategy at CoralTree Hospitality, about how his company leverages data to drive revenue while delivering exceptional guest experiences across their diverse portfolio.

Dana shares his journey with CoralTree Hospitality, which has grown from 8 properties in 2019 to over 40 hotels and 1,200 vacation rental keys today. Throughout the conversation, he emphasizes the importance of consolidating data and using it to understand total guest value beyond traditional metrics like acquisition costs.

CoralTree's four-year journey to build a single data warehouse has enabled them to analyze guest spending at the transaction level — revealing surprising insights about channel value and creating opportunities for highly targeted marketing. Dana also addresses the challenges of technology integration, the potential drawbacks of industry consolidation, and the need for curiosity in developing effective revenue strategies.

What You'll Learn:

• How to leverage transaction-level data to personalize marketing communications
• Why tracking where guests spend resort credits is the "silver bullet" for effective personalization
• The surprising truth that OTA bookings often generate more total on-property revenue than direct bookings
• How "seventh-level segmentation" dramatically improves email marketing conversion rates
• Practical strategies for consolidating data from multiple systems into a unified dashboard
• The importance of curiosity and challenging assumptions in revenue management
• How to balance service delivery with technology enhancements in luxury properties
  
  

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 Dana Cariss here:

• LinkedIn
• CoralTree Hospitality

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[04:49] Managing diverse portfolio types - Dana explains the challenge of managing revenue strategy across CoralTree's diverse portfolio, which includes branded hotels (Marriott, Hilton, Hyatt), independent luxury properties, and vacation rentals. This requires a "flexible thinking" approach, as revenue strategies differ dramatically from a resort in California to a boutique hotel in Chicago to vacation rentals in Colorado. Dana emphasizes how their success stems from having great people empowered to make decisions daily across these varying property types.
[07:10] Focus on service in luxury properties - Dana highlights that before discussing technology and communication strategies, luxury properties must prioritize service delivery. He shares experiences from their newly opened Pier 66 property in Fort Lauderdale, where guests are recognized by name throughout their arrival journey. This attention to personal service creates the foundation for guest loyalty, which technology then enhances through personalized anticipation of needs at properties like Terranea Resort.

[10:04] Consolidating data for guest insights - CoralTree Hospitality has spent four years consolidating data from multiple systems into a single warehouse. They've integrated PMS, sales and catering, point of sale, and financial data at the transaction level. This allows them to analyze not just whether guests use resort credits, but precisely where they spend them, which Dana describes as "the silver bullet" for personalization. Understanding spending patterns enables truly tailored communications that drive higher conversion rates.
[13:03] The power of deep segmentation - Dana reveals that conversion rates improve dramatically with deeper segmentation. Rather than sending generic mass emails, CoralTree creates "buckets of consumers" based on personas, then takes segmentation several levels deeper based on spending patterns and amounts. Dana references a partner finding that the "seventh level of segmentation" produced the best email conversion rates. This approach shifts marketing from "shotgun to rifle" precision, drastically improving engagement compared to the mass email approaches of the past.
[15:40] Technology evolution and integration challenges - Looking at future technology trends, Dana highlights the continued development of Customer Data Platforms (CDPs) to better understand guest personas and journeys. He expresses hope for improved integrations across the industry, noting that data fragmentation remains a significant challenge despite years of effort to consolidate information. Dana also raises concerns about industry consolidation, questioning whether larger companies offering numerous services can maintain expertise in each area versus specialized providers excelling in specific niches.
[22:32] Challenging assumptions with data - One of the most surprising insights from Dana's data analysis challenges conventional wisdom about direct bookings. While direct bookings offer lower acquisition costs (single-digit percentages versus higher costs for OTA bookings), their data reveals that in many cases, guests who book through third parties and intermediaries actually spend as much or more on property than direct bookers. This insight demonstrates the importance of measuring total guest value beyond booking channel metrics, using consolidated data dashboards to make more informed revenue decisions.

Chapters:
00:00 - Intro03:11 - Dana's journey with CoralTree Hospitality04:49 - Managing different property types07:10 - Blending efficiency with luxury service10:04 - Using data to understand guest spending13:03 - Segmentation for personalized marketing14:40 - Technology evolution in luxury hospitality17:12 - The importance of integrations19:54 - Advice for centralizing data22:32 - Direct vs. indirect booking insights24:27 - The value of curiosity in revenue strategy
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 insightful episode of Hotel Moment, Bryson Koehler, CEO of Revinate, engages in a thought-provoking conversation with Matthijs Welle, CEO of Mews, about the critical importance of data security in the hospitality industry. As technology continues to transform hotel operations, that same technology should keep up with the security challenges that hoteliers face.

Together, they discuss:

• The evolution of hotel technology from legacy DOS systems to modern, integrated platforms
• How cybercriminals have become increasingly sophisticated in their targeting of hotel systems
• Practical strategies for protecting guest data, including single sign-on, two-factor authentication, and proper user access management
• The vital role of employee education and awareness in preventing security breaches
• The importance of maintaining clean, actionable data without compromising security
• Approaches for building a tech stack that balances innovation with robust security measures
  
  

Matthijs emphasizes that while technology solutions like two-factor authentication are crucial, the human element remains the most vulnerable point in security systems. He stresses the importance of having security champions within hotels who regularly educate staff about emerging threats and best practices.

Don't miss this essential conversation about safeguarding your hotel's most valuable asset: guest data.

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 Matthijs here:

• LinkedIn
• Mews

Connect with Bryson here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[02:04] The democratization of hotel technology - Matthijs reflects on how hotel technology has evolved dramatically over the past 20 years, from DOS-based systems that required extensive training to modern, flexible solutions. He notes that today, hoteliers have the freedom to build technology stacks uniquely suited to their properties and guest needs. This shift has been so profound that technology considerations are increasingly influencing brand decisions, with some properties even reconsidering their brand affiliations to gain more technological flexibility.

[09:54] The critical role of staff education in security - While discussing the growing sophistication of cyber threats, Matthijs emphasizes that technological solutions alone aren't enough. He stresses the importance of educating frontline staff who have access to sensitive data, explaining that single sign-on and two-factor authentication can reduce vulnerabilities, but proper staff awareness remains essential. Matthijs describes security as a "long-term game" that requires ongoing education to counter evolving criminal tactics.
[14:14] Strategic approaches to data access management - Matthijs outlines practical steps for protecting guest data, beginning with thoughtful control of who has access to what information. He recommends that hotels carefully evaluate whether staff members, such as housekeeping, really need access to complete guest profiles. He advocates for single sign-on as "one of the best ways to protect your company" despite the significant investment required, and emphasizes the importance of teaching staff never to Google login pages, as this is where criminals often set traps through misleading ads.

Chapters:
00:00 - Intro 
01:00 - The evolution of hotel technology 
03:30 - How brand dynamics are changing with technology 
06:00 - Modern security challenges in hospitality 
09:30 - Educating staff on security threats 
12:00 - Building security-focused technology teams 
14:00 - Best practices for protecting guest data 
17:30 - The role of Google in security challenges 
19:30 - Balancing data utility with security 
21:30 - Approaching tech stack design strategically 
24:00 - How Mews is investing in security 
27:30 - 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 episode of Hotel Moment, Karen Stephens sits down with Bashar Wali, founder and CEO of Practice Hospitality and This Assembly. With over three decades of experience in the hospitality industry, Bashar brings a refreshing perspective on creating immersive and human-centered hotel experiences.

Tune in as they discuss:

• Why passion is the most underrated quality in hospitality and how looking at human behavior, rather than trends, creates lasting impact
• How hotels can balance technological innovation with the crucial element of human connection
• The difference between "memorable" and "forgettable" hotels, and why this distinction matters more than traditional ratings
• Why loyalty programs often miss the mark, with Bashar declaring "Points are not loyalty. Points are bribery!"
• How hotels can learn from retail's commitment to removing friction from the customer journey
• The concept of ultra-personalization as the future of luxury in hospitality
  
  

Bashar also shares his perspectives on hotel marketing in the digital age, the misuse of "Instagrammable moments," and why hoteliers need to think of themselves as retailers with perishable inventory. His candid insights challenge industry norms while offering practical advice for hoteliers seeking to create meaningful connections with their guests.

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 Bashar Wali here:

• LinkedIn
• Practice Hospitality
• This Assembly

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[10:05] The importance of human connection - Bashar emphasizes that without human connection, hotels become mere commodities. "If I don't connect with you, you're just a place. I walk in, I walk out, I get what I need, I move on." He argues that while technology can streamline processes, the hospitality industry must not lose the human touch that makes experiences memorable. Hotels need to balance efficiency with creating opportunities for meaningful interactions that make guests feel they belong, rather than just providing shelter.

[13:17] The misconception of loyalty programs - In one of the most candid moments of the episode, Bashar declares, "Points are not loyalty. Points are bribery!" He challenges the industry's reliance on points-based loyalty programs, suggesting that true loyalty comes from making guests feel seen and understood. Using examples from his own experiences, he illustrates how personalization and anticipating guest preferences create genuine loyalty that outlasts any points-based incentive system.

[08:50] Technology's role in removing friction - Bashar views technology's purpose in hospitality as removing friction from the guest experience. "Technology's job is to remove the friction," he states, pointing to how airlines have streamlined processes while still maintaining human interaction during flights. He criticizes the hotel industry for being "dinosaurs" when it comes to technology, particularly in booking processes, and advocates for using technology to eliminate administrative tasks so staff can focus on meaningful guest interactions.

Chapters:
00:00 - Intro02:10 - The role of passion in hospitality and the pitfall of trend-chasing05:24 - The difference between memorable and forgettable hotels07:35 - Balancing technology and human connection in hospitality10:05 - Why tribal connection matters in guest experience12:23 - Ultra-personalization as the future of luxury15:34 - The role of emotional intelligence in service18:00 - Beyond points: Creating true guest loyalty19:22 - Redefining CRM in hospitality21:03 - Authentic content vs. manufactured "Instagrammable moments"25:22 - Digital marketing strategy for the modern hotel29:12 - Brand building as a long-term investment30:20 - Advice for operators: Partnership over service provision

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