Hotel Moment

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

Tune in as they discuss:

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

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

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

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

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

Connect with Adam Mogelonsky here:

• LinkedIn
• Hotel Mogel Consulting

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

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

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

Check out the three most downloaded episodes:

• Build intelligent operations and let data drive direct bookings | with Patrick Norton
• Modern and focused commercial strategy — what does it look like? | with Lori Kiel
• Approachable luxury without losing touch with guests | with Shawn Jereb

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

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

The two explore:

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

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

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

Connect with Robbert Manussen here:

• LinkedIn
• IHG Hotels and Resorts

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

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

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

Check out the three most downloaded episodes:

• Build intelligent operations and let data drive direct bookings | with Patrick Norton
• Modern and focused commercial strategy — what does it look like? | with Lori Kiel
• Approachable luxury without losing touch with guests | with Shawn Jereb

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

Tune in as they discuss:

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

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

• LinkedIn
• Castlerock Asset Management

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

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

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

Check out the three most downloaded episodes:

• Build intelligent operations and let data drive direct bookings | with Patrick Norton
• Modern and focused commercial strategy — what does it look like? | with Lori Kiel
• Approachable luxury without losing touch with guests | with Shawn Jereb

In this week’s episode of the Hotel Moment podcast, Joel Morales, CMO at Castlerock Asset Management, joins Karen Stephens, Revinate CMO, to offer a proactive approach to budget season – starting before August. Joel highlights the benefits of initiating budget planning as early as May or June, and how he’s seen sales and marketing departments align and collaborate with greater speed and efficiency. 

Tune in for a change in perspective when it comes to the timing of budget planning, and how you can leverage your brand, brand performance, and overall marketing strategy to drive conversion and open up more revenue streams for your hotel. 
Tune in as they discuss:

• Joel's unique transition from working in hotels to agency life, and back to hospitality, blending creative and strategic approaches.
• The dynamics of managing marketing for both independent and franchise hotels, with a deep dive into Castlerock's diverse portfolio.
• How Joel has reshaped Castlerock's marketing strategy by incorporating agency-style techniques and technology-driven insights, from early budgeting processes to advanced brand-building tactics.
• The importance of aligning marketing strategies with overall business goals, and how early planning has transformed their approach to budgeting and revenue management.
• Joel's innovative strategies for brand affinity, including creative collaborations and leveraging local art and culture to enhance the guest experience.
  
  

Discover how Joel is elevating Castlerock's marketing efforts with fresh perspectives and strategic thinking. Don’t miss this opportunity to gain valuable insights into integrating creativity with performance in the hospitality industry!
If you enjoyed this episode, subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Connect with Joel Morales here:

• LinkedIn
• Castlerock Asset Management

Connect with Karen here:

• LinkedIn
• Revinate

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

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

Check out the three most downloaded episodes:

• Build intelligent operations and let data drive direct bookings | with Patrick Norton
• Modern and focused commercial strategy — what does it look like? | with Lori Kiel
• Approachable luxury without losing touch with guests | with Shawn Jereb

In this episode of Hotel Moment, Karen Stephens, Revinate CMO, and Patrick Norton, Chief Marketing Officer at Brittain Resorts & Hotels advocate for making a data-centered tech stack the foundation for guest communication to win back previous OTA bookers. Patrick also highlights the several use cases for guest history marketing to foster guest loyalty and continue building detailed guest profiles. 

Tune in for inspiration on how to attract guests to your brand and keep the data collection process flowing, providing more opportunities to personalize interactions and drive direct bookings. 
Other topics of discussion include:

• Patrick’s inspiring career journey from housekeeping to managing partner 
• The impact of women leaders in his company
• The importance of leveraging guest history and preferences to drive direct bookings and brand recognition
• And Brittain’s three-year technology investment in the Brittain Technology Matrix, which prioritizes business intelligence and data-driven decision-making.
• And more!

Patrick Norton is a highly experienced hospitality professional, having checked into the industry at age fourteen. As the current Chief Marketing Officer at Brittain Resorts & Hotels, his main focus areas are business and market development, market research and planning, and conceptualizing and implementing marketing sales and strategies for the company.

And for the third year in a row, Brittain Resorts & Hotels has won Revinate's Revenue Award at our annual NAVIGATE conference.
If you enjoyed this episode, make sure to subscribe, rate and review on Apple Podcasts, Spotify and Google Podcasts, instructions on how to do this are here.
Connect with Patrick Norton here:

• LinkedIn
• Brittain Resorts & Hotels

Connect with Karen here:

• LinkedIn
• Revinate

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

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

Check out the three most downloaded episodes:

• Build intelligent operations and let data drive direct bookings | with Patrick Norton
• Modern and focused commercial strategy — what does it look like? | with Lori Kiel
• Approachable luxury without losing touch with guests | with Shawn Jereb

In this special episode of the Hotel Moment podcast, we’re featuring a webinar conversation recorded and published by Hospitality Net. Jason Pirock, Head of Marketing at Springboard Hospitality and Adam Mogelonsky, Partner at Hotel Mogel Consulting Ltd., investigate how a Customer Data Platform turns guest interactions into conversions on every channel  — web, email, text, and voice. Jason explains why nurturing guest relationships becomes second nature with a CDP by enabling guest data application across key touch points in the guest journey.
Together, they discuss: 

• The different phases of the guest journey that are relevant to the booking process.
• The importance of using various channels, both digital and traditional, to lead customers to the hotel's website.
• The concept of omnichannel
• How segmentation is crucial for personalization and relevance in marketing efforts
• And more!

This episode highlights the importance of data analysis, segmentation, and personalized marketing strategies to achieve success in a highly competitive market.
Don’t miss it!

If you enjoyed this episode, subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.
Connect with Jason here:

• LinkedIn
• Springboard Hospitality

Connect with Adam here:

• LinkedIn
• Hotel Mogel

Connect with Karen here:

• LinkedIn
• Revinate

Episode Highlights:
[00:55] Defining the Guest Journey Phases - Jason outlines a comprehensive framework for understanding the guest journey in hospitality. He breaks it down into four key phases: Inspiration, Research, Planning, and Booking. Inspiration involves leveraging social media and third-party partners to spark interest. Research focuses on your online presence, including your website and reputation through reviews. Planning encompasses content, affiliations, and value propositions, while Booking deals with user experience, mobile optimization, and retargeting tactics. This structured approach helps marketers strategically target guests at each phase, ensuring that their needs and interests are met effectively throughout their journey.
[06:36] Utilizing the Customer Data Platform (CDP) for Segmentation and Personalization - Jason also discusses how segmentation, closely tied to personalization, can enhance marketing efforts. Segmentation involves targeting specific groups, such as drive markets versus fly markets, with tailored offers. The CDP enables deeper analysis of customer data to identify patterns, such as repeat guests or recent stays, allowing for more relevant messaging and offers. Jason emphasizes that segmentation helps not just in crafting personalized emails but also in understanding consumer behavior more broadly, thus refining marketing strategies to better meet guest expectations and improve engagement.
[12:37] Nurturing Conversions with the CDP - Another interesting point that Jason makes surrounds how the CDP supports conversion strategies through nurturing techniques. For instance, abandoned cart reminders, personalized offers, and value-added incentives like room upgrades can help convert high-intent users who didn't complete their booking. Instead of just offering discounts, Jason explains that nurturing involves educating guests about the hotel's offerings and enhancing their stay experience. This approach not only improves conversion rates but also builds a more engaging and personalized guest experience, ultimately fostering greater loyalty and repeat business.
Chapters:
00:00 - Intro00:55 - The Booking Journey Unveiled03:58 - Harnessing Segmentation for Personalization06:36 - The Power of Customer Data Platforms (CDP)09:48 - Converting Visitors into Bookings13:42 - Maximizing On-Site Revenue15:41 - Understanding and Leveraging Customer Lifetime Value17:43 -  Data Integration and Future Planning26:00- Navigating the World of Blended Travel28:33 - The Role of Data in Plus-One and Blended Travel31:46 - Closing Thoughts and Leveraging Automation33:44 - OutroHotel Moment Podcast is handcrafted by our friends over at: fame.so 

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

Check out the three most downloaded episodes:

• Build intelligent operations and let data drive direct bookings | with Patrick Norton
• Modern and focused commercial strategy — what does it look like? | with Lori Kiel
• Approachable luxury without losing touch with guests | with Shawn Jereb

In this episode of Hotel Moment, host Karen Stephens is joined by Bree Brostko, Chief Operating Officer and Head of Brand Strategy at Retro Hospitality. Retro is a boutique hospitality management firm with a focus on adaptive reuse properties, and Bree highlights the Hotel Fauna project in Bedford as a prime example of this. She also shares how Retro Hospitality uses email marketing and local partnerships to enhance the guest experience.

Together, they discuss:

• Bree’s experience in the industry and how travel memories have influenced her perspective on building hotel brands.
• A memorable travel experience at the Grand Hotel on Mackinac Island and how the hotel created a unique closing weekend event for guests.
• How Retro Hospitality leverages email marketing as one of their most effective communication tools, ensuring guests are engaged and excited about their upcoming stay.
• And how they also prioritize local and community partnerships to enhance the guest experience and showcase the unique offerings of each property.
• And more!

This podcast provides valuable insights into Bree's experience, Retro Hospitality's approach, and the importance of marketing and financial understanding in driving success.
If you enjoyed this episode, subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Chapters:
00:00 - Intro03:16 - Memorable travel experiences07:34 - Retro Hospitality and its boutique focus08:22 - Understanding adaptive reuse10:30 - Case study: Hotel Fauna12:53 - Marketing strategies for boutique hotels14:03 - Digital touchpoints and communication16:00 - Local partnerships and community engagement19:24 - Enhancing the guest experience pre-arrival23:09 - The future of boutique hotelsHotel Moment Podcast is handcrafted by our friends over at: fame.so 

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

Check out the three most downloaded episodes:

• Build intelligent operations and let data drive direct bookings | with Patrick Norton
• Modern and focused commercial strategy — what does it look like? | with Lori Kiel
• Approachable luxury without losing touch with guests | with Shawn Jereb

Karen Stephens sits down with Renee Murrieta in the latest episode of Hotel Moment. Renee is Founder of Show.Tell., a boutique, London-based hospitality marketing agency. 
Together, they discuss: 

• How you can use data from one property to cross-sell and promote other properties in your collection
• Efficient methods for personalizing campaigns for every segment of your customer base
• The importance of collating the data from all of your marketing channels to instruct your strategic decisions
• And more!

Discover the importance of personalization for driving effective campaigns and the KPIs that matter across all of your digital channels.
Don't miss this opportunity to uplevel your marketing strategy!
If you enjoyed this episode, subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Chapters:
00:00 - Intro02:43 - Renee and Karen’s history03:54 - Resilience and grit05:37 - Using data across properties09:03 - Personalization for hotels13:14 - About Show.Tell.15:45 - Reporting data from channel to channel21:23 - Shopping Cart Abandonment tools23:41 - Effectively using guest data25:40 - Sparks of innovation28:26 - OutroHotel Moment Podcast is handcrafted by our friends over at: fame.so 

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

Check out the three most downloaded episodes:

• Build intelligent operations and let data drive direct bookings | with Patrick Norton
• Modern and focused commercial strategy — what does it look like? | with Lori Kiel
• Approachable luxury without losing touch with guests | with Shawn Jereb

In this special episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, takes a unique approach by introducing herself and providing an in-depth history of the podcast and its evolution. 
The episode offers a retrospective view of how Hotel Moment began during the uncertain times of the COVID-19 pandemic as a platform for hoteliers to share stories and insights. Originally launched by Go Moment, the podcast was later integrated into Revinate's portfolio following the acquisition of Go Moment in 2021.
Karen shares her journey with Revinate, highlighting her roles from Chief Revenue Officer to her current position as Chief Marketing Officer, and also takes a look back at some episodes gone by.
With a new look and feel, the podcast explores technology, commercial strategy, and budgeting in the hospitality industry. Don't miss out on this informative and engaging podcast, and reach out to be a guest.
Connect with Karen here:

• LinkedIn
• Revinate

Episode Links:Jennifer Hill: Jennifer is the VP of Commercial Strategy at Kalibri LabsJoe Pettigrew: Joe is the Chief Commercial Officer at EOS HospitalityJC Thomson: JC is the Founder and CEO of PursuanceJonathan Capps: Jonathan is the Chief Revenue Officer at Charlestowne HotelsHotel Moment Podcast is handcrafted by our friends over at: fame.so 

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

Check out the three most downloaded episodes:

• Build intelligent operations and let data drive direct bookings | with Patrick Norton
• Modern and focused commercial strategy — what does it look like? | with Lori Kiel
• Approachable luxury without losing touch with guests | with Shawn Jereb

Karen Stephens sits down with Carlo Del Mistro in the latest episode of Hotel Moment. Carlo is the Chief Digital Officer at Ennismore, a leading hotel management company in London. 

Together, they discuss: 

• Ennismore’s groundbreaking membership program, Dis-loyalty, which offers exclusive discounts on hotels and restaurants within their portfolio. 
• The importance of data collection and leveraging technology in Ennismore’s strategy
• Building a single customer view to understand guest spending and travel habits.
• Ennismore’s openness to partnering with independent hotels that align with their brand and are interested in joining the dis-loyalty program.
• And more!

Learn how Carlo and Ennismore leverage data and technology to personalize guest experiences and capture valuable insights. Find out why their unique approach to loyalty is attracting frequent travelers and how they are expanding their program to include independent hotels. 
Don't miss this insightful episode on the future of loyalty in the hospitality industry.
If you enjoyed this episode, subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.Hotel Moment Podcast is handcrafted by our friends over at: fame.so 

Previous guests incude: Lori Kiel of The Kessler Collection, Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Caryl Helsel CEOI of Dragonfly Strategists, Jason Pirock of Springboard Hospitality and many more.

Check out the three most downloaded episodes:

• Build intelligent operations and let data drive direct bookings | with Patrick Norton
• Modern and focused commercial strategy — what does it look like? | with Lori Kiel
• Approachable luxury without losing touch with guests | with Shawn Jereb