Hotel Moment

In this strategic Hotel Moment webinar, three Revinate experts come together to tackle the biggest challenge facing hotels during Black Friday, Cyber Monday, and Travel Tuesday: how to stand out in the crowded holiday inbox and ensure your campaigns actually reach guests. With deep experience in both hospitality technology and customer-driven marketing, Anisha, Melissa and Freya break down the essentials of email deliverability, strategic campaign planning, and innovative new tools for hotels looking to maximize their holiday performance.
What you'll learn:

• Email deliverability fundamentals: How authentication protocols—SPF, DKIM, and DMARC—are now mandatory for inbox placement across Gmail, Yahoo, Apple, and Microsoft, and the consequences hotels face for non-compliance.

• Sender reputation management: Why consistent sender identity and monitoring with Google Postmaster are vital to keeping your communications out of spam folders, especially during high-volume holiday sending.

• Segmentation tactics for higher revenue: The direct link between using four to seven targeted guest filters and generating up to 4x more direct revenue and 2x higher engagement, illustrated with examples from Revinate’s own customer data.

• List hygiene best practices: Golden rules such as never purchasing contact lists, maintaining proof of opt-in for GDPR compliance, and using double opt-in to reduce spam complaints and improve deliverability.

• Peak and post-peak strategy: When and how to start teasing holiday campaigns (hint: October is ideal), plus actionable re-engagement and nurture strategies to convert warm leads and past guests well after Black Friday and Cyber Monday.

• Personalization at scale: Leveraging booking history, spend thresholds, survey NPS, and point-of-sale data to personalize offers—from high-value packages to spa or restaurant deals—mapped out in Revinate's segmentation tool.

• Leveraging cutting-edge tools: How hoteliers can now use AI-powered headline, text, and image generation, embedded countdown timers (which boost click-through rates by 65%), and enhanced inbox previews to streamline campaign creation and optimize email engagement.

• Creating urgency and exclusivity: Proven tactics like early-access offers, time-limited deals, and subject line strategies that consistently increase direct bookings during the holidays.

• Surprising social proof and experiences: Examples of hotels using awards and guest reviews in subject lines, and why selling experiences—not just rooms—drives greater conversion, including restaurant, golf, and wellness offerings.

Beyond deliverability and email strategy, Melissa, Freya, Anisha, and Brenna also touch on measuring engagement trends, optimizing suppression windows, and capturing lessons learned for future campaigns. You’ll walk away with a robust, actionable toolkit for navigating holiday marketing—with plenty of insight into what actually works for hospitality properties worldwide.
Links mentioned in show: 

• Revinate inspirations page
• Direct booking mastery certification program 
• Black Friday/Cyber Monday Landing Page
• BFCM webinar series
• Why hoteliers need to master email deliverability

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 Anisha Yadav here:

• LinkedIn
• Revinate

Connect with Melissa Hsu here:

• LinkedIn
• Revinate

Connect with Freya Craig here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[00:04] Deliverability is no longer optional – Melissa outlines the new industry landscape for hotel email marketing: "Microsoft has now joined Gmail, Yahoo and Apple in requiring them. So I want to reiterate here, authentication is no longer optional. It's an industry requirement for inbox placement." This sets the stage for why every hotel marketer must address technical compliance to reach guests.
[00:07] Clean lists drive revenue and engagement – Melissa breaks down the critical rules of list hygiene: "Never purchase contact lists. Not only is it a poor practice, but it also violates GDPR regulations. Using purchase lists exposes you to legal risks, potential fines, and can severely harm your email strategy in the long term." Maintaining a healthy database is foundational for both compliance and campaign success.

[00:13] Personalization multiplies performance – Anisha reveals data-backed outcomes of granular segmentation: "So what we've seen with our study is the more segmentation filters that you add, so say in the range of between four to seven, we are seeing higher conversion in terms of direct revenue. So about 4x more revenue and about 2x more engagement with these segmented campaigns." This highlights how targeted messaging can dramatically boost ROI.
[00:18] Post-holiday nurturing turns interest into bookings – Freya shares proven strategies for maintaining momentum after the holiday rush: "So these follow ups are really important to help convert those almost bookers and re-engage past guests to drive more revenue." Nurture emails and personalized reminders ensure hotels keep their brand top-of-mind and maximize campaign value.
[00:21] Small content improvements, big operational wins – Freya introduces new Revinate Marketing tools designed for efficiency and quality: "We've added a content audit to the email composer so this will flag any missing links, any empty CTA's images without alt text before their campaign goes out. So it really helps you catch those mistakes early and protect your brand and keep it looking polished." These upgrades empower hoteliers to run professional, high-impact campaigns at scale.

Chapters:
00:00 - Intro
00:58 - The impact of deliverability on holiday campaigns
02:20 - Webinar overview and guest introductions
04:13 - Foundations for email deliverability success
07:24 - Sender reputation and authentication protocols explained
09:23 - Best practices for maintaining list hygiene
10:56 - Practical segmentation strategies for hotel email marketing
13:01 - Using guest behavior and spend data for campaigns
14:47 - Planning timelines for Black Friday and Cyber Monday
16:38 - Post-holiday campaign nurturing strategies
18:19 - New AI and design tools in Revinate Marketing
21:39 - Top performing tactics for seasonal hotel emails
24:56 - Key takeaways and 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 and follow us on LinkedIn so you never miss a moment! 
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 welcomes Sarah Stephens, Room Reservations Manager at The Broadmoor, for an inspiring conversation about the power of personal connection in luxury hospitality. Managing a Forbes Five-Star property's reservations team for 14 years, Sarah brings unique insights into how the voice channel creates memorable experiences that begin long before guests arrive on property.

What you'll learn: 

• The voice channel advantage: Why phone conversations enable special touches and memory-making moments that email and online bookings cannot replicate, illustrated through heartwarming guest stories 
• Technology evolution in reservations: How Sarah's team transitioned from manual Excel tracking to real-time dashboards that empower agents to see their impact on revenue and conversions
• Training for five-star service: The month-long training process that includes dining experiences and property tours to ensure agents authentically share The Broadmoor's offerings
• Outbound call strategy success: How Sarah's team generates nearly $1 million in revenue over three months through strategic follow-up calls, turning conversations into bookings 
•  Listening as a superpower: Real examples of how agents pick up on guest comments (like Doritos or Melissa Manchester) and create personalized surprises that cost little but mean everything 
•  Quality assurance practices: How self-scoring, monthly coaching sessions, and call reviews maintain Forbes Five-Star standards while building team accountability 
•  AI and luxury hospitality: Sarah's perspective on why five-star properties may be among the last to fully embrace AI due to the irreplaceable value of human connection 
•  Career inspiration: Sarah's journey from a family Disney trip to studying in Croatia, discovering The Broadmoor, and building a 19-year career in luxury hospitality
  
  

Sarah also discusses The Broadmoor's 65-year Forbes Five-Star history, training agents to upsell ancillary services authentically, and why service excellence will remain the competitive differentiator as guests become increasingly price-conscious.

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 Sarah Stephens here:

• LinkedIn
• The Broadmoor

Connect with Karen Stephens here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[01:23] The five-star service mindset - Sarah establishes The Broadmoor's approach from the outset: "Something that we always have top of mind are the guest interactions. How can we make it special for our guests? What little clues can we pick up on that they're sharing with us in the calls to go above and beyond for our guests?" This philosophy drives every reservation conversation.

[06:33] Technology empowering team engagement - Sarah describes the transformation: "When I first started, it was a task every day to plug in an Excel sheet of what our abandonment rate was. Now those things are at my fingertips with Revinate, but the team has access too. They never knew how many calls they were taking or how much revenue they were producing. Now it's a tool they have on their screen every day. The buy-in really allows a team to feel like they're a part of something."
[08:04] The Doritos story - Sarah shares an unforgettable example of voice channel magic: "A guest called, saying this was their second stay. The first time they saved every penny and ate Doritos in their room to save money. This time, they could afford to dine in our restaurants. We made them a bag with a handwritten note saying, 'I know you've moved up in the world, but just in case you want a trip down memory lane,' with a few bags of Doritos. Those special touches you can only find when you have a great conversation are truly what make memories that last a lifetime."

[16:43] Million-dollar outbound strategy - Sarah reveals impressive results: "We started using Revinate almost 13 years ago. Outbound revenue was something we weren't tracking — we'd just let callers call us back. When that was presented as a tool, we really dug in and said, when you have a great conversation with a guest, ask to follow up. In the last three months, we were almost close to a million dollars in revenue just in outbound with the team making those calls."
[22:47] The future is service - Sarah looks ahead: "Voice is not going away anytime soon, and with people price-conscious of where they spend their money, it's going to come down to the service. Service is going to be the way forward, and if you want to be the best, you have to have that personalized service."

Chapters:
00:00 - Special touches through conversation 
01:41 - The Broadmoor introduction and Forbes Five-Star legacy 
02:40 - Sarah's role managing the reservations team 
04:09 - Career journey from Disney inspiration to Croatia to Colorado 
06:24 - Technology evolution in reservations management 
07:40 - Why the voice channel creates unique connections 
08:04 - The Doritos story: Listening leads to magic 
10:21 - Training agents to authentically sell experiences 
11:51 - AI's role in luxury hospitality 
13:21 - Maintaining Forbes Five-Star standards through coaching 
15:36 - Outbound call strategy generating $1M in revenue 
17:27 - The NAVIGATE conference community 
18:46 - Memorable guest interactions and surprise moments 
20:52 - The future of reservations: Service-first approach


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 and follow us on LinkedIn so you never miss a moment! 
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 tactical episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, reveals why personalization has become non-negotiable for successful hotel upselling. With 91% of guests now expecting personalized offers, the days of generic promotions are over. Hotels must master the art of delivering the right offer to the right guest at precisely the right time.

What you'll learn: 

• The "right guest, right message, right time" strategy that makes or breaks upsell success 
• Why emotional intelligence is crucial for upselling 
• How attribute-based selling builds property value better than deep discounting during holidays 
• The power of timing: why check-in is prime time for upsells and booking confirmations that generate $83 average revenue 
• How to leverage guest data to identify behavioral patterns and predict which amenities guests will use 
• Practical omnichannel tactics using both email and voice for pre-arrival upsells 
• Real success story: How Andronis in Greece increased upsell revenue by 600% year-over-year with personalized campaigns 
• Why loyal guests are more likely to convert on personalized upsell offers (91% expect them) 
• Strategies for building a property-wide upsell culture across marketing and reservations teams 
• How to avoid common upselling mistakes that waste guests' time and damage relationships

Learn why Bashar Wali emphasizes "the biggest luxury is time" and discover how emotional intelligence combined with guest data creates upselling that enhances rather than interrupts the guest experience.

Sign up for the Direct Booking Mastery Certification here.

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 Brenna Turpin here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[01:06] Emotional intelligence in upselling - Bashar Wali delivers a masterclass in what NOT to do: "When I show up at 11 pm to check-in for a one night stay, you know I'm leaving at seven. Why are you telling me about the spa? Does it look like I care about your spa or your gym?" Effective upselling requires understanding context, timing, and guest needs.

[02:54] Attribute-based selling over discounting - Anisha Yadav, VP of Customer and Product Marketing from Revinate explains why value-building beats price-cutting: "It's not about deep discounting. It's about how do you build that value for your asset for those rooms that you have." From higher room types to better views to interconnecting rooms, attribute-based selling monetizes what you already have.
[05:30] Andronis 600% revenue increase - The Greek luxury hospitality group achieved remarkable results by sending personalized automated emails before, during, and after guest stays. Their pre-arrival and on-property campaigns highlighting spa, restaurants, and curated experiences averaged €34,600 in direct revenue per one-time campaign.

Chapters:
00:00 - Intro 
01:06 - Emotional intelligence in upselling 
02:54 - Attribute-based selling vs. discounting 
03:39 - Timing and placement of upsells 
05:30 - Andronis success story: 600% revenue increase 
06:45 - Direct Booking Mastery Certification overview


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 and follow us on LinkedIn so you never miss a moment! 
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 captivating episode of Hotel Moment, Karen Stephens welcomes Matthias Winkler, CEO of Sacher Hotels, for an illuminating conversation about balancing tradition with innovation in luxury hospitality. Leading the family-owned group that includes the legendary Hotel Sacher in Vienna and Salzburg, Matthias brings unique perspectives on competing with international brands while maintaining authentic Austrian hospitality heritage.

What you'll learn:
● Family business advantages: How being the only family-owned five-star hotels in Vienna and Salzburg creates authentic local experiences that international chains cannot replicate 

● Strategic technology adoption: Matthias's philosophy of "evolution without revolution" - implementing technology only when it serves clear business goals and enhances guest experience 

● Competing with global brands: How family-owned luxury hotels compete by focusing on quality, authenticity, and personalized service rather than marketing budgets 

● Omnichannel guest experience: Creating seamless experiences across all touchpoints, from AI chatbots to in-person concierge services, allowing guests to choose their preferred interaction method 

● Cultural authenticity through technology: Using QR codes for multilingual menus with recipes, historical galleries, and local stories that connect guests to Austrian culture 
● Navigating uncertainty: How family businesses can thrive by focusing on controllable factors like quality and guest experience while adapting quickly to global changes 

● The future of luxury travel: Why experience trumps product, and how the next generation's desire to "conquer the world" benefits authentic hospitality providers


Matthias also discusses his unique journey to CEO, the importance of the Leading Hotels of the World partnership, and why uncertainty has become "a member of our board" in today's fast-paced world.


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 Matthias Winkler here:

• LinkedIn
• Sacher Hotels

Connect with Karen Stephens here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[08:01] Evolution without revolution philosophy - Matthias establishes his approach to change management: "How can we make evolution happen without revolution? Because if you're too fast, if you're too quick, it might be as harmful as if you are too slow or too steady. So that's for me a question of finding the right speed for change." This principle guides all strategic decisions at Sacher Hotels.


[10:11] Purpose-driven technology adoption - Matthias explains their selective approach: "We don't use technology for technological reasons. We always have business reasons. We always have ideas. What do we want to provide as a guest experience? Is technology there to help us? Then we implement it." Technology serves guest experience goals, not the other way around.


[20:25] Authenticity as competitive advantage - Matthias highlights what family hotels offer: "People try to get the most authentic experience they could probably get. You literally come to our place where we live. You come to our home, and whatever your experience at the Sacher will be local, with local experience, local expertise." This personal connection differentiates from international chains.


[23:53] Future of luxury hospitality - Matthias identifies key trends: "Experience is more important than product. The next generations are hungry to conquer the world. People are very carefully looking at what they get for their money. Quality, quality, quality." The focus shifts from amenities to authentic, high-quality experiences.

Chapters:
00:00 - Intro 
02:31 - Sacher Hotels portfolio overview 
03:36 - Family ownership since 1876 
04:11 - Matthias's unique journey to CEO 
05:31 - Competing with international brands 
06:45 - Leading Hotels of the World partnership 
09:09 - Balancing tradition with technology evolution 
10:27 - Technology integration philosophy 
11:57 - Creating omnichannel guest experiences 
13:57 - On-property technology and sustainability 
16:31 - Navigating global uncertainty as a family business 
19:11 - Austrian hospitality and family culture 
22:05 - Vision for the next decade




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 and follow us on LinkedIn so you never miss a moment! 
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 strategic Hotel Moment webinar, three Revinate experts come together to decode the holiday rush and share winning strategies for Black Friday, Cyber Monday, and Travel Tuesday success.

What you'll learn:

• Industry trend insights: How declining international visitors create opportunities for North American hotels to capitalize on domestic demand, plus the impact of major events like FIFA 2026 and LA Olympics 2028 
• Avoiding panic discounting: Why "heads and beds" mentality damages long-term brand value and smart alternatives that focus on value-adds rather than price cuts 
• Data-driven personalization: Using guest spend patterns, booking behavior, and RFM models (recency, frequency, monetary value) to create targeted offers that drive conversions 
• Proven revenue tactics: Four key themes generating $69M in revenue for Revinate customers - attribute-based selling, booking behavior optimization, experience packaging, and location-based marketing 
•  Real campaign examples: Five successful customer campaigns from properties like AutoCamp ($1.6M in bookings), Tides Inn (300+ room nights), and others that demonstrate effective segmentation and messaging 
•  Strategic timing: Why starting early access campaigns in October and using countdown timers, geo-targeting, and omnichannel consistency drives better results than waiting for the actual holiday weekend 
•  Experience-driven revenue: How experiential dining and on-property amenities are becoming crucial differentiators for upper-tier luxury travelers
  
  

The webinar also covers cart abandonment recovery, the importance of user-generated content in AI-driven search, and practical subject line examples that convert high-intent audiences into bookings.

Links mentioned in show: 

• Revinate inspirations page
• Direct booking mastery certification program 
• Upcoming BFCM webinar series (parts 2 and 3)
  
  

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 Anisha Yadav here:

• LinkedIn
• Revinate

Connect with Sara Green here:

• LinkedIn
• Revinate

Connect with Freya Craig here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[14:01] The dangers of panic discounting - Sara Green warns against the common mistake: "The gut reaction for many hotels is just to slash prices. We know the phrase 'heads and beds.' Yes, it's a short-term burst in occupancy, but it comes with some serious long-term consequences. It devalues your brand. When you compete on price alone, you're telling your guest that your hotel is a commodity and not a unique experience."

[09:19] Domestic demand opportunity - Anisha Yadav identifies the silver lining in declining international travel: "There is a huge opportunity for hotels in North America to capitalize on domestic demand. People are not going abroad, but they want to travel and take road trips. Segment that audience and focus on the drive market area."

[23:12] Value over discounting - Anisha emphasizes the strategic approach: "It's not about deep discounting. It's about how you build that value for your asset and for the rooms that you have." This principle guides successful revenue optimization during competitive periods.
[20:00] Personal touch differentiator - Sara highlights an often-overlooked tactic: "One thing that always stands out is an outbound call strategy. If you do have a res team on-site, imagine your staff calling a past guest to personally thank them for that stay. You can absolutely set that up with an email, but an outbound call is so much more personalized."

Chapters:
00:00 - Welcome and introductions
03:45 - Industry trends and consumer preferences
06:30 - Market data and forecasting insights
08:45 - Domestic travel opportunities
12:55 - Learning from past market uncertainties
14:15 - Avoiding panic discounting mistakes
16:45 - Cost-cutting consequences
18:30 - Attracting guests based on value
20:45 - Implementing value-add strategies
21:56 - Data-driven revenue tactics
25:43 - Real customer campaign examples
39:55 - Key takeaways and planning ahead
32:28 - Q&A and upcoming sessions


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 and follow us on LinkedIn so you never miss a moment! 
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 welcomes Wilhelm Luxem, a seasoned luxury hospitality leader with an impressive 50-year career spanning iconic properties and industry leadership roles. As head of quality commission at Swiss Deluxe Hotels and former GM of the legendary Baur Au Lac, Wilhelm brings unique perspectives on technology adoption in luxury hospitality.

What you'll learn: 

• Technology philosophy for luxury hotels: How technology should complement service DNA and stay in the background, freeing up time for genuine human connections with guests 
• Strategic tech adoption filters: Wilhelm's framework for evaluating technology choices, including compatibility with existing infrastructure, evolution potential, and staff implementation ease 
• Staff training best practices: Why intuitive systems that don't require more than two weeks of training are essential for successful technology adoption
• Evolving guest expectations: The shift from materialistic luxury (marble and gold fixtures) toward personalized experiences and authentic human connections 
• The future of luxury hospitality: Why Wilhelm believes the greatest time for hospitality is ahead, as hotels become "bubbles of analog connection" in an increasingly digital world
• Quality assurance in luxury hotels: How Swiss Deluxe Hotels maintains standards across 43 five-star superior properties through investment monitoring, mystery shopping, and guest feedback analysis 
• Industry networking and mentorship: Wilhelm's involvement with the European Hotel Managers Association and efforts to connect experienced hoteliers with emerging talent

Wilhelm also discusses the remarkable history of Baur Au Lac (seven generations of family ownership since 1844) and how luxury hotels have always evolved with technology while maintaining core service excellence.

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 Wilhelm Luxem here:

• LinkedIn
• Swiss Deluxe Hotels

Connect with Karen Stephens here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[05:01] Technology as service enabler - Wilhelm establishes his core philosophy: "The key element of those choices is always how can technology complement, first of all, our DNA, our service philosophy, and how can it improve our efficiency as an organization? Technology should always be in the background. It should not move in between our clients and us." This principle guides all technology decisions at luxury properties.

[08:15] The two-week training rule - Wilhelm emphasizes the importance of intuitive systems: "If it takes more than two weeks to train staff, you've picked the wrong product. You have to excite people about systems." He advocates for technology that people can learn through exploration rather than extensive classroom training.
[12:57] The luxury experience evolution - Wilhelm identifies a crucial shift in guest expectations: "People are shifting away from a materialistic approach — the glitzy marble and golden water taps — towards more of an experience, personalized service, of a very strong recognition and respect for the guests." This trend shapes how luxury hotels must adapt their offerings.
[14:27] The future of hospitality optimism - Wilhelm shares his forward-looking perspective: "I'm very optimistic that the greatest time of hospitality is actually ahead of us because we are a sort of a bubble, kind of a land of real analog connections." As society becomes more digital, hotels offer irreplaceable human experiences.
Chapters:
00:00 - Intro 
01:59 - Wilhelm's 50-year passion for hospitality 
02:40 - Swiss Deluxe Hotels overview 
03:10 - The iconic Baur Au Lac and seven generations of ownership 
05:23 - Technology adoption philosophy in luxury hotels 
06:38 - Filtering framework for tech choices 
08:07 - Staff training and system implementation 
09:55 - Hiring for tech-forward hospitality roles 
12:26 - Evolution of luxury guest expectations 
17:09 - European Hotel Managers Association involvement 
18:37 - EHL (École Hôtelière de Lausanne) connections 
21:44 - Advice for exceptional guest experiences


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 and follow us on LinkedIn so you never miss a moment! 
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, Brenna Turpin, Marketing Coordinator at Revinate, addresses a critical question facing modern hoteliers: How do you personalize guest experiences without being creepy? With consumer expectations for personalization rising globally, hotels must navigate the delicate balance between helpful customization and privacy invasion.

What you'll learn: 

• Why 40% of US consumers expect personalized online experiences and how this translates to hospitality 
• The difference between personalization that violates guest privacy and personalization that offers value and enhances the guest experience 
• How clean data becomes the foundation for effective guest segmentation strategies 
• Why 81% of hoteliers use personalization to lift revenue and 57% report higher guest satisfaction 
• The critical role of breaking down data silos to create unified guest profiles 
• How using three segment filters instead of two can generate 2.6 times more revenue 
• Real-world examples: The Datai Langkawi's Ramadan campaign (200+ room nights) and La Jolla Shores' urgency campaign (279 room nights) 
• Practical strategies for segmenting guests across multiple channels and touchpoints 
• How AI can enhance segmentation without replacing human interaction in hospitality
  
  

Learn why Matthijs Welle emphasizes that "in a time of AI, people expect real personalization" and discover how to use guest data responsibly to create marketing that feels personal rather than invasive.
Sign up for the Direct Booking Mastery Certification here.
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 Brenna Turpin here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[00:38] The personalization paradox - Brenna explores why personalization feels creepy when privacy is violated but welcomed when done respectfully. With 80% of consumers globally comfortable with personalized experiences, the key is collecting data with consent and using it to enhance rather than spam guest communications.

[02:08] Clean data drives segmentation - Matthijs Welle from Mews explains how cleaned guest profile data enables relevant communication: "In a time of AI, people expect real personalization. The email that I get in my inbox should speak to me and what my needs are and contact me at the right time."

[05:02] The revenue impact of granular data - Adam Mogelonsky emphasizes the importance of high-caliber data: "When you want to do any sort of one-to-one marketing... if all you know about them is their email and first and last name, it's going to prevent you from doing that deep dive on what are the emotional drivers behind why a guest is booking with you."

Chapters:00:00 - Intro 
00:38 - Creepy vs. valuable personalization 
02:08 - Clean data enables better segmentation 
03:35 - Segmentation strategies across channels 
05:02 - The revenue impact of granular data 
06:40 - Real-world segmentation success stories 
07:30 - Direct Booking Mastery Certification overview


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 and follow us on LinkedIn so you never miss a moment! 
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 compelling episode of Hotel Moment, Karen Stephens welcomes Neil Braude, Chief Operating Officer of Imperial London Hotels, for a deep dive into how independent family-owned hotels can thrive through strategic technology adoption while preserving the human elements that make hospitality special.

Neil brings 16 years of diverse hospitality experience, having worked across South Africa and London in both branded and independent environments. His current role overseeing seven properties with 3,500 rooms in central London's Bloomsbury area provides unique insights into managing at scale while maintaining boutique sensibilities.

What you'll learn:

- Family business advantages: Neil explores how 187 years of single-family ownership across seven generations creates unique operational advantages, from long-term thinking to genuine care for both staff and guests. The company's philosophy that "we don't run seven hotels, we run seven buildings — it's only when we put people inside that they become hotels" drives every decision.

- Technology as staff enabler: Discover how Imperial London Hotels is implementing technology not to replace staff, but to free them for higher-value activities. Neil shares their strategic PMS rollout designed to reduce training time from 40 hours to 5-6 hours while providing intuitive interfaces that new generation workers can master quickly.

- AI and operational efficiency: Learn about Neil's "obsession" with AI and how it's being used to eliminate redundant work, improve reporting capabilities, and enable faster decision-making. He shares practical examples of how AI can transform routine tasks while emphasizing the importance of staff education and adoption.

- Omnichannel guest experience: Neil explains their approach to reimagining check-in as an omnichannel experience, allowing guests to choose self-service options while ensuring human interaction remains available for those who prefer it. This strategy transforms administrative tasks into genuine hospitality moments.

- Economic resilience strategies: With London facing 17% payroll increases over two years and challenging market conditions, Neil shares how independent hotels can navigate economic uncertainty through operational efficiency and strategic technology investment.

- Change management: Drawing from experience managing acquisitions and major technology implementations, Neil provides insights on leading teams through transformation while maintaining morale and service standards.


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 Neil Braude here:

• LinkedIn
• Imperial London Hotels

Connect with Karen Stephens here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[00:12] Technology enhances human value - Neil's opening philosophy: "It's not about removing staff at all, but it's about letting those people do other stuff that adds more value to the business, whether it's talking to guests, being in front of guests."

[02:45] Family ownership creates unique culture - Neil explains the advantages: "I genuinely think we have the nicest owners in hospitality. We don't actually run and manage seven hotels. We only run and manage seven buildings. It's only when we put the people inside that they become hotels."

[11:54] Technology solving labor challenges - Neil describes their PMS strategy: "The reason to move and the product that we chose was really about a product that's simple to use, easy to train on, reduce that training time from forty hours to proficiency to a receptionist to probably closer to five or six."

[12:51] Redefining hospitality tasks - Neil challenges traditional thinking: "In hotels, we tend to have this obsession that a check-in is hospitality. But in my mind, asking for a credit card or passport and getting someone to sign a contract is more akin to buying a house than it is to hospitality."

[17:27] AI adoption philosophy - Neil shares his perspective: "I don't think AI will take your job, but people who know how to use AI will because they'll just be more efficient. They'll be able to get things done quicker."

[19:35] Data driving decision-making - Neil addresses industry challenges: "AI will teach people the value of data, where I think in hospitality, because data's been so hard to get, we're not particularly good at using it."

[26:35] Embracing failure for innovation - Neil's closing advice: "Don't be scared of failing. If we're not pushing hard enough as an industry, if we're not failing, we're probably not pushing hard enough."

Chapters:
00:00 - Intro 
01:31 - Neil's background and Imperial London Hotels overview 
02:45 - Family ownership advantages in hospitality operations 
04:21 - Bloomsbury location strategy and competitive dynamics 
06:01 - Career journey from South Africa to London COO role 
08:25 - Current economic challenges facing London hospitality 
11:20 - Technology as solution to labor shortages and cost pressures 
14:05 - Modern PMS implementation and intuitive user interfaces 
15:30 - Omnichannel guest experience and digital transformation 
16:29 - AI adoption and staff education strategies 
19:09 - Data-driven decision making vs. gut instinct in hospitality 
21:15 - OTA relationships and guest ownership philosophy 
23:31 - Growth strategy and major refurbishment projects
25:15 - Managing multiple major projects simultaneously 
26:35 - Final advice on embracing failure and innovation


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 and follow us on LinkedIn so you never miss a moment! 
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, Brenna Turpin, Marketing Coordinator at Revinate, addresses one of hospitality's most pressing challenges: capturing and retaining loyal guests during economic uncertainty. With CoStar predicting a 0.1% year-over-year decline in US hotel RevPAR for 2025 and international inbound travel declining, hoteliers worldwide are asking how to maintain loyalty when guests tighten their wallets.

What you'll learn: 

● Why you should never panic or increase OTA dependency during market downturns—and what to do instead 
● How to leverage ancillary revenue as a cornerstone strategy for both revenue recovery and loyalty building 
● Why direct bookings are the "ticket to stronger guest loyalty" and provide crucial data for personalization 
● The missing loyalty segment: how kids and teens drive family booking decisions and long-term guest relationships 
● Why 76% of customers gravitate toward brands that personalize offerings and how to use guest data effectively 
● Practical strategies for using historical first-party data to create targeted offers that drive repeat bookings 
● How to build relationships with young guests that create "locked in" family loyalty for life 
● The framework for following your data to identify guest segments and create memorable experiences for all ages

Learn why Jan Freitag emphasizes "I don't want you to come from any other channel. I want you to come to me directly, and then I'm willing to value that loyalty," and discover how personalization becomes your hotel's superpower during challenging market conditions.

Sign up for the Direct Booking Mastery Certification here.

Read about Google's new search updates here.

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 Brenna Turpin here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[00:40] What NOT to do in tough markets - Brenna outlines the critical mistakes to avoid: panicking, scattering marketing funds everywhere, or pressing the "big red button" of increased OTA spending. While OTA distribution might seem like a quick guest acquisition fix, it's actually a more expensive long-term option that undermines direct relationships.

[02:57] Direct bookings drive loyalty - Jan Freitag from CoStar Group emphasizes the connection: "I don't want you to come from any other channel. I want you to come to me directly, and then I'm willing to value that loyalty." Direct bookings provide the guest data needed for personalization, which builds stronger loyalty bonds.
[03:36] The missing loyalty segment - Alicia Zur-Szpiro reveals how kids and teens are often the biggest decision makers for family trips: "If you've delighted the family and the kids, you've locked in that family for life... when you know that a holiday works for you and your children, you're just gonna go back time and time again, year after year."

Chapters:00:00 - Intro 
00:40 - Market conditions and what not to do 
01:30 - Ancillary revenue as loyalty strategy 
02:57 - Direct bookings drive loyalty 
03:36 - The missing link: kids and teens 
04:36 - Data-driven personalization strategies 
05:30 - Direct Booking Mastery Certification overview


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 and follow us on LinkedIn so you never miss a moment! 
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 compelling webinar episode of Hotel Moment, Jack Newkirk (Enterprise Sales Consultant) and Jason Wells (Customer Success Manager) from Revinate join Dean Blackburn (Director of Resort Experience) from French Lick Resort to explore how strategic voice channel management can transform hotel revenue.

The team debunks the myth that the voice channel is dead, proving instead that it's simply been neglected by most properties. French Lick Resort serves as the perfect case study, having undergone a complete transformation of its reservation operations post-COVID.

What You'll Learn:

● Voice channel transformation: Dean shares how French Lick shifted from reactive post-booking upselling to proactive pre-arrival engagement, calling leisure guests 14 days before arrival when they're ready to make final decisions about their stay.
● Agent development: Learn how French Lick transformed their team from "order takers" into sales professionals by improving average call handle  time, empowering agents to handle all amenity bookings, and creating a culture where agents taste new menu items to better sell dining experiences.
● OTA independence: Discover how French Lick eliminated most OTA relationships, reducing discounting pressure while maintaining direct bookings and capturing 100% of guest data for future marketing efforts.
● Data-driven marketing: Explore their customized lead form strategy that captures detailed guest interests during calls, feeding automated marketing campaigns that have doubled revenue for targeted events.
● Employee retention: With call center turnover averaging 200% annually industry-wide, learn how French Lick achieved impressive retention by empowering agents, providing comprehensive training, and creating fulfillment through meaningful guest interactions.
● Revenue impact: The session reveals measurable results, including increased ancillary revenue, higher conversion rates, and the ability to capture email addresses from 69.3% of non-booking callers for future remarketing.

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 Jack Newkirk here:

• LinkedIn
• Revinate

Connect with Jason Wells here:

• LinkedIn
• Revinate

Connect with Dean Blackburn here:

• LinkedIn
• French Lick Resort
  
  

Follow the podcast here:

• LinkedIn

Episode Highlights:
[06:59] Strategic shift to proactive guest engagement - Dean explains the post-COVID decision to call guests 14 days before arrival: "When a guest is inquiring and asking about something, that's your opportunity to sell it. And that's when we found out that's when the guest wants us. We were happy to service them prior to their stay."

[08:22] Extended handle times drive revenue - Jason Wells emphasizes the counterintuitive approach: "We did not see a crazy uptick in abandonment as your team's spending more time on the phone with the guests. We did see an increase in conversion, though, which is super important because they're walking that guest through that experience, getting them excited to book."

[13:47] Transforming order takers into sales professionals - Dean reveals the core strategy: "We took, let's just call it order takers, and we needed to basically transform them into sales folks. That is not easy. But when you have to take someone from has no idea about golf to at least be able to explain golf in general, to sell golf, the guests like it."

[16:07] Eliminating OTA pressure - Dean discusses their revenue strategy: "When we were able to tell our team, 'Hey. You don't have to discount.' All of a sudden that pressure was left off them saying, 'Alright. So if I don't get the sale, I'm okay.' We'd say yes, but at the same time, build out that lead form because with automated campaigns, with follow-up campaigns, and outbound calls, we then can capture that business."

[31:36] Data-driven marketing success - Jason Wells shares the impressive results: "We've had a lot of really great success lately on some very targeted campaigns specifically for F&B events, for family days, that are generating just as much revenue and engagement from a small sample set of people... and the revenue percent has doubled. Doubled. Yes."
Chapters:
00:00 - Intro and partnership with Historic Hotels of America 
04:39 - Dean Blackburn's background at French Lick Resort 
05:12 - Strategic shift from post-booking to pre-arrival upselling 
06:59 - The guest experience transformation approach 
08:22 - Improving call handle times 
13:47 - Voice channel evolution and agent empowerment 
16:07 - Eliminating OTA dependency for direct bookings 
18:24 - Team restructuring and retention strategies 
22:42 - Building company culture and agent development 
24:53 - Overcoming implementation challenges 
28:28 - Data capture and lead form customization 
31:36 - Automated marketing campaign success 
36:31 - Closing thoughts and key takeaways


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 and follow us on LinkedIn so you never miss a moment! 
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