Karen Stephens sits down with Hans Meyer, Co-Founder and Managing Director of Zoku, about revolutionizing the hospitality industry through innovative design and community-focused spaces. 

Together, they discuss:

• Hans's journey from corporate hospitality roles to becoming a pioneer in hybrid hospitality concepts
• The inspiration behind Zoku, which came from interviewing 150 global nomads and experiencing the lifestyle firsthand
• How Zoku's unique design combines living, working, and social spaces to combat the disconnection often felt by long-term travelers
• The importance of food and beverage in fostering genuine community connections
• The role of technology in design and guest experience, including their use of EEG scanning and VR in prototype development
• The future of hospitality, where the lines between hotels, offices, and community spaces continue to blur
  
  

Don't miss this insightful conversation about creating spaces that truly serve the evolving needs of modern travelers while building meaningful communities.

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 Hans Meyer here:

• LinkedIn
• Zoku

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[04:08] The origins of Zoku - Hans explains that Zoku, meaning family, tribe, or clan in Japanese, was inspired by extensive research with global nomads. After interviewing 150 frequent international travelers, he discovered a common challenge: feeling disconnected when staying in cities where they didn't speak the language. This insight led him to experience the digital nomad lifestyle himself, spending two months each in Buenos Aires, Bali, and Washington, DC, before developing Zoku's concept of a hybrid space combining home, office, and hotel services.

[07:35] Innovative room design and social spaces - Breaking from traditional hotel design, Zoku reimagined the typical hotel room by hiding the bed and creating flexible spaces that can function as living areas, offices, or dining spaces. The social areas were strategically placed on the rooftop instead of the ground floor, providing natural light and green spaces that encourage community interaction. The design removes traditional barriers between staff and guests, creating more natural opportunities for connection.

[13:12] Technology and innovation in design - Hans reveals Zoku's unique approach to design development, including the use of mobile EEG scanning to measure emotional responses to room prototypes. The company embraces lean startup principles and creates multiple iterations of designs before implementation. Technology is integrated throughout the experience, from optional self-check-in kiosks to sophisticated CO2 monitoring systems that adjust ventilation based on room occupancy.

Chapters:00:00 - Intro02:09 - Hans's journey in hospitality04:08 - Origins of Zoku07:35 - Room design and social spaces10:19 - Food and beverage as community builder12:14 - Technology integration14:20 - Advice for industry innovation17:14 - Future of hospitality20:02 - 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
  
  

Karen Stephens sits down with John Burns, President of Hospitality Technology Consulting, to explore the critical role of personalization in modern hospitality. With decades of experience helping hotels navigate technology and electronic distribution, John offers valuable insights into:

• The essential transition from anonymous guest interactions to personalized recognition
• How hotels can effectively select and implement technology solutions
• The role of staff training in delivering personalized experiences
• AI's potential to filter complex guest data into actionable insights
• Strategies for hotels hesitant to adopt new technologies
  
  

John emphasizes that while personalization is complex, it's not overcomplicated — it's simply essential in today's e-commerce world. He provides practical advice for both independent properties and chain hotels on building effective personalization 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 John Burns here:

• LinkedIn
• Hospitality Technology Consulting

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[03:53] The journey from anonymous to appreciated - John discusses the industry's ongoing challenge of moving from asking guests if they've stayed before to welcoming them back properly. He emphasizes that while the technology exists, hotels still struggle to combine all elements effectively to deliver consistent recognition.

[06:24] Technology and the human touch - John explains how newer generations of hotel staff are naturally comfortable with technology, but the key is training them on the "why" behind personalization rather than just the mechanics. The focus should be on building and maintaining relationships through small but meaningful guest interactions.

[09:52] Strategic technology selection - John outlines the process hotels should follow when choosing technology solutions, starting with determining their status as independent or chain properties, defining desired personalization goals, and assessing existing resources before selecting additional tools.

[13:27] AI's role in personalization - While acknowledging concerns about AI, John sees its potential as a powerful filter for the mountains of guest data hotels collect. He envisions AI helping staff identify key guest information in real-time, enabling more meaningful personalized interactions.

[16:43] Career Reflections - John shares his most rewarding experiences helping hotel staff discover their capabilities and build confidence in implementing new technologies and processes.

Chapters:00:00 - Intro 
02:15 - Early career in hospitality technology 
03:53 - The importance of personalization 
06:24 - Training staff for personalized service 
09:52 - Selecting the right technology 
13:27 - AI's potential in hospitality 
16:43 - Career reflections 
18:00 - 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 Jan Freitag, National Director of Hospitality Analytics at CoStar Group. Together, they explore:

• The 2025 market outlook, with projected RevPAR growth of 1.8% and the continued bifurcation between luxury and economy segments
• How the "wealth effect" is driving unprecedented growth in luxury and ultra-luxury hotels
• The evolution of luxury travel from purely leisure to a mix of leisure, corporate, and group business
• The importance of total stay value versus just room revenue
• How direct bookings and loyalty programs are reshaping revenue management strategies
• The impact of post-COVID work patterns on group bookings and corporate travel
  
  

Jan brings unique insights from CoStar's extensive database, which captures 82% of all US hotel room revenue across 192 countries. His analysis provides valuable guidance for hoteliers navigating the evolving hospitality landscape in 2025.

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 Jan Freitag here:

• LinkedIn
• CoStar Group

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[07:35] 2025 market forecast - Jan reveals CoStar's projections for 2025, predicting a 1.8% RevPAR growth with ADR growth making up the majority at around 1.6-1.7%. He notes that 2025 will likely mirror 2024's trends, including strong performance in the luxury segment, robust international outbound travel from the US, and limited pipeline growth.

[09:25] The wealth effect on luxury hotels - Jan explains how the "wealth effect" - driven by strong stock market performance, high home values, and low unemployment - is fueling unprecedented growth in luxury hotels. He notes that the number of hotels commanding $1,000+ ADR has tripled from 150 in 2019 to 450 in 2024, reflecting strong demand for high-end experiences.
[11:43] Evolution of luxury travel - The conversation explores how luxury travel is evolving from purely leisure to include more group and corporate business. While this shift might impact ADR growth rates, it represents a healthy diversification of revenue streams and reflects changing workplace dynamics post-COVID.

Chapters:00:00 - Intro02:40 - Jan's background and journey to CoStar04:49 - CoStar's global data coverage06:19 - The difference between interesting and actionable data07:35 - 2025 market forecast09:25 - Understanding the wealth effect11:43 - The evolution of luxury travel14:05 - Total stay value vs room revenue15:14 - Direct bookings and loyalty programs17:54 - Post-COVID travel patterns21:24 - Corporate travel and group meetings23:35 - Mentorship in hospitality24:07 - Advice for leveraging data in 2025
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 explores the evolving role of AI in hospitality with Evan Crawford, Vice President of Marketing at Pyramid Global Hospitality. As Pyramid implements new technology across their benchmark collection of independent hotels, Evan shares valuable perspectives on:

• How AI can augment rather than replace human interactions in hospitality
• Strategies for turning vast amounts of data into actionable insights
• The importance of maintaining authentic communications in an AI-powered world
• Ways to leverage predictive analytics while preserving personalized guest experiences
• The challenge of consolidating data across multiple systems for better decision-making
  
  

With over 60 independent properties in their portfolio, Evan offers practical insights into managing technology implementation while keeping the focus on genuine hospitality experiences. The discussion highlights how hotels can embrace AI's benefits while ensuring technology enhances rather than replaces the human connections that define great 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 Evan Crawford here:

• LinkedIn
• Pyramid Global Hospitality

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[05:26] AI's role in hospitality - Evan emphasizes that while AI has its place, it should not replace human-to-human interactions in hospitality. He explains that personal touch - interacting with new people, cultures, and experiences - makes travel special. Instead, AI should be used for predictive analysis and efficient segmentation, helping deliver the right message to the right audience at the right time.

[07:50] Making data actionable - The conversation turns to the challenge of "analysis paralysis" with big data. Evan discusses how AI can help hotels move from manually digging through guest profiles to automatically identifying preferences and creating surprise and delight experiences based on guest history and behavior patterns.

[10:07] Maintaining authenticity - Evan stresses the importance of authentic communication in an AI-driven world. He notes that consumers are becoming more adept at identifying AI-generated content and emphasizes the need for genuine, human-crafted messaging that resonates with guests seeking relaxed, personal experiences.

[14:15] Experience-first approach - For independent hotels especially, Evan highlights the importance of focusing on experiences rather than just amenities. This includes establishing relevant partnerships with local businesses and ensuring staff can provide authentic local recommendations that enhance the guest experience.
[16:36] Data consolidation goals - Looking ahead to 2025, Evan shares Pyramid's ambitious goal of bringing all their data together in one cohesive dashboard. While acknowledging the complexity of connecting multiple systems, he emphasizes the importance of having actionable data readily available across their property portfolio.

Chapters:
00:00 - Intro
00:35 - Welcome and introduction to Evan Crawford
01:22 - Pyramid Global updates for 2025
02:49 - Managing marketing across independent properties
05:26 - AI's evolving role in hospitality
07:50 - From data overwhelm to actionable insights
09:48 - Preserving human authenticity
12:26 - Balancing AI with genuine communication
14:15 - Creating authentic experiences at independent hotels
16:36 - Partnering with local businesses
18:41 - Looking ahead: consolidating data in 2025
21:54 - Closing thoughts on data integration
23:20 - 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 forward-looking episode of Hotel Moment, host Karen Stephens, Chief Marketing Officer at Revinate, brings together insights from industry leaders to explore key trends that will shape hospitality in 2025. The episode features perspectives from:

• Aaron Miller, VP of CRM and Digital at Highgate, discussing the return of hotels and the evolution of guest experiences
• Carlo Del Mistro, Chief Digital Officer at Ennismore, sharing insights on hyper-personalization and the future of loyalty programs
• Shawn Jereb, SVP of Revenue Management & Distribution at Montage International, examining group booking trends and pricing strategies
• Emily Goldfischer, Founder and Editor-in-Chief of hertelier, addressing workplace flexibility and hiring trends
• Marc Winchell, Corporate CRM at Pacific Hospitality Group, exploring CRM development and direct booking strategies
  
  

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 these guests’ previous episodes, please follow the links below.

• Aaron Miller: No missed opportunities — prioritizing a data collection practice for every property
• Carlo Del Mistro: “Dis-loyalty” — Ennismore’s unconventional approach to guest loyalty
• Shawn Jereb: Approachable luxury without losing touch with guests
• Emily Goldfischer: Women adapt technology to be hospitality’s problem-solvers
• Marc Winchell: Stop losing loyal guests and take control of the guest journey
  
  

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 Carlo Del Mistro here:

• LinkedIn
• Ennismore Hospitality
  
  

Connect with Shawn Jereb here:

• LinkedIn
• Montage International
  
  

Connect with Emily Goldfischer here:

• LinkedIn
• hertelier
  
  

Connect with Marc Winchell here:

• LinkedIn
• Pacific Hospitality Group
  
  

Connect with Karen here:

• LinkedIn
• Revinate
  
  

Follow the podcast here:

• LinkedIn
  
  

Episode Highlights:

[02:34] The return of hotels - Aaron Miller emphasizes that "hotels are back," noting a significant shift in travel patterns where the lines between business and leisure travel have blurred. He observes increasing demand for traditional hotel amenities and services, especially in the resort sector, indicating a strong return to hotel experiences. Aaron also discusses the challenge of balancing comprehensive property information with user-friendly website design, emphasizing the importance of presenting content in an easily digestible format.

[08:06] The evolution of luxury and personalization - Carlo Del Mistro outlines three key trends for 2025: a redefined concept of luxury focusing on self-improvement, the advancement of hyper-personalization through AI, and the transformation of loyalty programs. He highlights how 2025 will see AI moving beyond experimentation to practical applications, enabling real-time customization of promotions and offers based on user behavior.

[10:30] Group business and rate trends - Shawn Jereb identifies strong group business as a continuing trend into 2025, with exceptional group pace already evident. He notes ongoing pressure on rates due to economic factors like inflation, observing increased interest in entry-level offerings and package promotions. This insight suggests a strategic shift in how hotels approach pricing and package development.

[12:20] Workplace flexibility and hiring - Emily Goldfischer emphasizes flexibility as the key hiring trend for 2025, both from employer and employee perspectives. She advocates for adaptive work arrangements, such as remote work options for non-customer-facing roles, highlighting how flexibility will be crucial for attracting and retaining talent in the hospitality sector.

[13:39] CRM and direct booking strategy - Marc Winchell shares his vision for 2025, focusing on building a sophisticated CRM system he describes as a "Ferrari." He emphasizes the importance of leveraging technology for enhanced personalization and improving the guest experience, particularly through loyalty programs and direct booking initiatives.

Chapters: 

00:00 - Intro
00:36 - Playing futurist for 2025
02:34 - Aaron Miller on hotels being back
03:27 - Balancing website content with user experience
06:14 - Using personalization effectively
08:06 - Carlo Del Mistro on luxury redefined
10:00 - Shawn Jereb on group business trends
11:12 - Location-specific experiences
12:20 - Emily Goldfischer on workplace flexibility
13:39 - Marc Winchell on CRM development
14:37 - Looking ahead to direct bookings
15:27 - 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 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