Hotel Moment

In this insightful episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, challenges the conventional wisdom of points-based loyalty programs and reveals why experience-driven approaches are the future of guest retention. With 40% of business travelers choosing loyalty programs specifically for personalized experiences, hotels that stick to outdated point systems are missing massive opportunities.

What you'll learn: 
● Why traditional points-based loyalty programs fail to create true loyalty and how they're driving modern guests away 
● The shocking statistic: 40% of business travelers prioritize personalized experiences over points accumulation 
● How Ennismore's revolutionary "Dis-loyalty" program charges a monthly fee for instant benefits instead of points 
● Why CitizenM's subscription model was so successful that it attracted Marriott's acquisition interest 
● Data-driven approaches to understanding guest spending habits and travel behaviors for better personalization 
● Proven OTA winback strategies that convert third-party bookers into loyal direct guests 
● How Kimpton Maa-Lai Bangkok successfully converts OTA guests with post-stay email campaigns 
● The framework for building an omnichannel approach to loyalty program growth that actually works

Learn why guests are "running away from points and turning toward experience-based loyalty rewards that make them feel special" and discover practical strategies for building loyalty programs designed for the modern traveler.

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:
[00:40] The personalization imperative - Brenna reveals that 40% of business travelers choose loyalty programs specifically for personalized experiences, not points. Hotels missing this shift are leaving loyal guests on the table by failing to deliver the value modern travelers actually want.

[03:07] Ennismore's Dis-loyalty revolution - Carlo Del Mistro explains how Ennismore's membership program uses data to drive both stays and F&B revenue: "Data is clearly at the core of what we do. One of the reasons why Dis-loyalty is such a powerful tool is because it allows us to have a clear vision of our members' spending habits and their travel habits."

[05:55] OTA winback success strategies - Kimpton Maa-Lai Bangkok demonstrates effective OTA conversion by collecting guest emails at check-in and sending automated winback emails five days post-checkout, creating opportunities for loyal guest relationships while showing the value of booking direct.

Chapters:
00:00 - Intro 
00:40 - Why personalization matters in loyalty programs 
01:17 - The problem with points-based programs 
03:07 - Ennismore's Dis-loyalty success story 
04:01 - CitizenM's subscription model innovation 
05:55 - OTA winback strategies that work 
07:11 - Direct Booking Mastery Certification


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 Ben Campbell, President and CEO of Hospitality America, for a conversation that spans crisis management, data-driven decision making, and the evolving guest experience landscape.

Ben's journey from night auditor to CEO provides a unique perspective on hospitality operations, having held positions in revenue management, general management, and now leading a 20-hotel portfolio representing $150 million in revenue and 900 employees.

What You'll Learn: 
● Crisis management in action: Ben shares the harrowing story of how his team managed two Asheville hotels during Hurricane Helene, when one property lost water for three weeks and both lost power for extended periods, yet continued serving FEMA workers and displaced residents
● Values-driven leadership: How Hospitality America's P.E.A.C.H. core values (Passionate, Excellence, Adaptable, Community, Humble) guided their disaster response and daily operations
● Data consolidation strategy: Ben's ambitious plan to bring all hotel data in-house, from labor coefficients to revenue management, creating true cost-per-occupied-room visibility down to business segment level
● Technology innovation: Their transition to Microsoft's ecosystem to leverage AI through Copilot, enabling general managers to make faster, data-driven decisions
● Changing guest expectations: How inflation has shifted value perspectives, with guests demanding unique experiences and authentic vibrancy in return for higher ADRs
● Emergency preparedness: Why crisis management now requires both digital solutions and old-fashioned paper binders
● Growth strategy: Their focus on branded boutique properties like Tapestry and Tribute collections for sustainable expansion

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 Ben Campbell here:

• LinkedIn
• Hospitality America

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[08:22] Hurricane Helene response in Asheville - Ben details the devastating impact when Hurricane Helene hit their two Asheville properties: "Two feet of water, rain in twenty-four hours, it was unbelievable. One hotel lost power for about a week, the other lost water for about three weeks. How do you stay sanitary without running water inside of a building?" His team's response exemplified their P.E.A.C.H. values, with employees driving laundry loads between properties and serving as shelter for FEMA workers and displaced residents.

[17:27] Data-driven decision making philosophy - Ben emphasizes the importance of empowering frontline leaders: "How are we making quicker decisions where it matters, which is in the general manager seat and the directors of sales seats. At the end of the day, they're the business leaders of our hotels. They're driving that success, and sometimes not success at the properties."

[19:05] Bringing data in-house for true profitability insights - Ben explains their ambitious data consolidation project: "If we're able to take one hotel and benchmarking and say, 'You're an airport hotel, and we're able to run this labor coefficient right now. How do we apply that in other markets?' We get a true CPOR — cost per occupied room — down to the business segment level. That's the ultimate secret to success."
[25:50] Post-COVID guest value shift - Ben addresses changing consumer expectations: "Coming out of COVID, inflation has changed a lot of guests' value perspective — what they're paying for versus what they're getting. Guests are willing to pay up when they feel the value is in return when it comes to great spaces that feel warm, inviting, and vibrant."

Chapters:
00:00 - Intro 
01:41 - Ben's hospitality journey from sports to hotels 
04:40 - Hospitality America overview and P.E.A.C.H. values 
08:22 - Hurricane Helene crisis management in Asheville 
13:04 - Emergency preparedness lessons and paper binders 
17:27 - Technology investments and data consolidation strategy 
19:05 - Building business intelligence for better decisions 
23:15 - Growth plans and branded boutique focus 
25:50 - Changing guest expectations and value perception


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, we confront the defeatist "it is what it is" attitude that's preventing hotels from recovering thousands in lost revenue. While this mindset might work for truly uncontrollable challenges, cart abandonment isn't one of them.

Tune in as we explore: 
● Why the "it is what it is" mentality is costing you recoverable revenue 
● AutoCamp's incredible success story: $110K+ generated in three months with cart abandonment campaigns alone 
● How AutoCamp achieved an 11x ROI and 28% conversion rate with perfectly timed, emotionally engaging messaging 
● The psychology behind effective cart recovery: staying top of mind without letting guests jump to OTAs
● An introduction to the Direct Booking Mastery Certification's comprehensive cart abandonment course 
● Jason Pirock's expert insights on retargeting strategies and creating value for potential guests

Learn how strategic timing, automation, and guest data can transform abandoned guests into confirmed bookers, and why accepting cart abandonment as inevitable is leaving money on the table.
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:
[00:30] The "it is what it is" problem - We challenge the defeatist mindset that accepts cart abandonment as inevitable. While this coping mechanism works for truly uncontrollable challenges, cart abandonment is absolutely something hotels can address with the right strategies and tools.
[00:56] AutoCamp's $110K success story - AutoCamp, a design-forward outdoor hospitality company with eight locations across iconic U.S. destinations, generated over $110K in just three months using Revinate's Cart Abandonment solution. They achieved an impressive 11x ROI and 28% conversion rate with 70% open rates and 11% click-through rates.

[02:45] Jason Pirock's retargeting wisdom - Jason Pirock from Springboard Hospitality shares insights on multi-touchpoint retargeting: "All of those touchpoints are getting in front of the consumer in some way, shape, or form. It's ultimately about making sure that you are getting back in front of them. And then when you are doing that, what type of value are you ultimately putting in front of them?"
Chapters:
00:00 - Intro 
00:30 - Stop saying "it is what it is" about cart abandonment 
00:56 - AutoCamp's $110K success story 
02:06 - Direct Booking Mastery Certification overview 
02:45 - Jason Pirock's retargeting insights 


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 engaging episode of Hotel Moment, Karen Stephens welcomes Mandi Graziano, VP of Global Accounts at HPN Global and host of the Adventures in Business podcast. With over two decades in hospitality and a unique journey from hotel operations to venue sourcing, Mandi brings invaluable insights into building stronger business relationships in today's challenging environment.
Tune in as they discuss: 

• Contract negotiation mastery: Why Mandi believes negotiations don't have to be adversarial and how listening deeply can create win-win outcomes for all parties involved 
• The evolution of group meetings: How the distributed workforce has transformed meeting patterns, with quarterly business reviews replacing annual gatherings and content focusing more on team building and networking skills 
• Hospitality's staffing revolution: Practical strategies for recruiting and retaining Gen Z workers, including flexible scheduling around academic commitments and creative recruitment tactics 
• Business Bedside Manner™: Mandi's trademarked concept that challenges professionals to examine the gap between how they think they show up in business versus how others perceive them 
• Industry adaptations: From dietary restrictions and mocktail programs to the changing landscape of food and beverage in group events
  
  

Mandi also shares her teaching experience at San Diego State University, her optimism about the next generation of hospitality leaders, and practical tips for leaders looking to build more empathetic yet assertive business 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 Mandi Graziano here:

• LinkedIn
• HPN Global

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[04:52] The art of strategic negotiation - Mandi emphasizes that successful negotiation comes down to practice and communication: "The only way we get good at negotiating anything, whether it's a contract or negotiating with your partner to get better countertops when you're doing a renovation, is with practice and with talking about it." She advocates for moving beyond adversarial approaches to build long-term partnerships where both parties need to fulfill contracts successfully.

[09:51] The new landscape of group meetings - The distributed workforce has fundamentally changed meeting patterns. Instead of large annual meetings for 500-600 people, companies are organizing quarterly business reviews with 40 people across multiple regions. The content has also evolved to focus heavily on team building and teaching networking skills to workers who entered the workforce during COVID.

[15:30] Hospitality's staffing evolution - Mandi advocates for flexible leadership approaches, especially with Gen Z workers: "We've got to understand if we want to build the bench of this hospitality industry, we've got to really look at who our stars are and we've gotta work with them." This includes accommodating academic schedules and recruiting through platforms like TikTok and Instagram rather than traditional job boards.
[20:37] Introduction to Business Bedside Manner™ - Mandi explains her trademarked concept: "Business bedside manner is your approach. Who are you in business? Who do you think you are in business versus how other people see you in business, and how do you show up? There's a big disparity between who we think we are versus how other people see us."

Chapters:
00:00 - Intro 
02:48 - Mandi's hospitality origins 
04:40 - HPN Global and venue sourcing 
06:35 - The art of contract negotiation 
09:24 - Evolution of group meetings post-COVID 
13:22 - Changing dietary restrictions and mocktails 
15:30 - Addressing hospitality's staffing challenges 
20:21 - Business Bedside Manner explained 
23:41 - Adventures in Business podcast 
25:24 - Future of hospitality and Gen Z optimism 
26:43 - 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 engaging short episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, addresses a critical challenge facing hotels today: cart abandonment. How do you keep guests from “ghosting” your booking engine? With only 10% of website visitors entering booking engines and just 2% converting, lost bookings represent a massive revenue opportunity.

Tune in as Brenna explores: 
● The reality of booking abandonment rates and their impact on hotel revenue 
● How automation can transform cart abandonment recovery into a profitable strategy 
● Columbia Hospitality's success story using Revinate Marketing to achieve 75% open rates, 12% click-through rates, and over 170 recovered room nights 
● The importance of turning potential OTA bookings into direct bookings 
● An introduction to the Direct Booking Mastery Certification, a six-month program covering cart abandonment recovery, loyalty optimization, guest segmentation, upselling tactics, lead nurturing, and OTA winback strategies

Learn how personalized messaging, strategic timing, and collaboration between marketing and reservations teams can stop the ghosting and turn abandoned carts into confirmed bookings.

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:
[00:15] The reality of booking abandonment - Brenna explains that most guests don't book on their first website visit, with only 10% entering the booking engine and just 2% actually converting. This represents a significant revenue opportunity for hotels that implement effective cart abandonment recovery strategies.

[01:30] Columbia Hospitality success story - Brenna highlights how Columbia Hospitality used Revinate Marketing to create automated cart abandonment campaigns triggered when guests failed to complete bookings. Their drip campaigns achieved impressive results: 75% open rates, 12% click-through rates, and more than 170 recovered room nights.

[02:45] Direct Booking Mastery Certification introduction - Brenna introduces a comprehensive six-month certification program created in partnership with Hospitality Net. The program covers six key strategies including cart abandonment recovery, loyalty program optimization, guest segmentation, upselling tactics, lead nurturing, and OTA winback strategies, with monthly modules, practical guides, and certification tests.

Chapters:
00:00 - Intro 
00:15 - The ghosting problem in hotel bookings 
01:00 - Automation as the solution 
01:30 - Columbia Hospitality case study 
02:15 - Direct vs OTA booking importance 
02:45 - Direct Booking Mastery Certification overview 
03:30 - Course structure and benefits 
04:00 - Call to action and outro


If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here 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 enlightening episode of Hotel Moment, Karen Stephens engages with Aradhana Khowala, CEO of Aptamind Partners and a visionary leader in regenerative tourism development. With extensive experience advising presidents, prime ministers, and global CEOs across 85 countries, Aradhana brings a provocative perspective to the hospitality industry's most pressing challenges.

Throughout the conversation, Aradhana challenges the industry's approach to sustainability, arguing that tourism has been fundamentally "extractive" and calling for a shift to regenerative models that give back more than they take. She delivers a controversial assessment of AI in travel, describing much of current innovation as "lipstick on legacy" systems rather than true technological advancement. Aradhana also addresses the devastating impact of geopolitical conflicts on global tourism and makes a compelling case for tourism as the world's best "agent of peace."

What You'll Learn:

• The critical difference between sustainable and regenerative tourism models and why the shift matters for long-term business success
• Why current AI implementations in travel are often superficial improvements on outdated systems rather than true innovation
• How geopolitical conflicts create ripple effects throughout the entire tourism ecosystem, from major hotel chains to local vendors
• The strategic importance of The Middle East's $800 billion investment in luxury hospitality infrastructure
• Practical leadership strategies for women breaking through barriers in hospitality and technology sectors
• Why tourism can serve as a catalyst for global peace and cultural understanding rather than just economic growth
• How to balance short-term financial pressures with long-term regenerative business practices
• The urgent need for coordinated global leadership in tourism during times of crisis
  
  

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 Aradhana Khowala here:

• LinkedIn
• Aptamind Partners

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[05:12] The sustainability failure of tourism - Aradhana doesn't mince words about the industry's sustainability efforts: "As travel and tourism industry, we have really fallen short when it comes to our sustainability efforts. It's failed on a structural level. It's failed at a leadership level, and what we need is systemic change." She emphasizes that the industry has been "tinkering at the edges" rather than implementing the fundamental changes needed for true regenerative growth.

[06:45] The innovation drought diagnosis - Aradhana delivers a provocative assessment of technology in travel: "As a travel industry, we are in a bit of an innovation drought. This is an industry that touches billions of lives in travel and hospitality, we have barely evolved in how we operate digitally." She argues that while interfaces look sleeker, the underlying booking and pricing mechanics are still rooted in early 2000s logic, calling much of today's AI "lipstick on legacy."

[17:17] Tourism as an agent of peace - During discussion of geopolitical challenges, Aradhana makes a powerful case for tourism's role in global understanding: "We are the best agent of peace out there. Tourism is not a casualty, it's a catalyst, and it's about time we acted as one. There is no better agent of peace because once you travel to a destination, you can never hate the place and the people." This highlights tourism's potential as a force for cultural understanding and conflict resolution.
Chapters:00:00 - Intro 
03:03 - Career journey and inspiration 
05:14 - What is regenerative tourism? 
08:28 - AI and the innovation drought in travel 
14:18 - Navigating geopolitical challenges and soft bookings 
22:55 - The Middle East's luxury development boom 
25:41 - Leadership advice for women in hospitality 
27:23 - 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
  
  

Hotel Moment is making an exciting format change to better serve the hospitality community. Moving from weekly to bi-weekly releases, the podcast will continue to feature host Karen Stephens, Revinate's Chief Marketing Officer, conducting in-depth conversations with hoteliers and industry experts from around the globe. These discussions will continue to focus on the topics that matter most to hospitality professionals — from optimizing operations to driving revenue growth.

The format evolution doesn't mean less value for listeners. Instead, the bi-weekly schedule allows for more focused, high-quality episodes that dive deeper into the strategies and insights that can transform your hotel operations. Karen will maintain her commitment to exploring the topics you actually care about, whether that's understanding NOI optimization, leveraging customer data platforms, or creating exceptional guest experiences.
Additionally, listeners may hear more from Brenna Turpin, who will be dropping in to provide supplementary resources and actionable strategies. These segments will focus on practical approaches to improve operations, elevate the guest experience, and drive more direct bookings and revenue for your property.
The podcast remains dedicated to delivering meaningful conversations with industry leaders and providing insights that hospitality professionals can immediately apply to their work. Stay tuned for continued valuable content that helps you navigate the evolving hospitality landscape with confidence.
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.

Check out our newsletter:

•  https://lnkd.in/eUq6a6NE - get the inside scoop from Hotel Moment 

Follow the podcast here:

• LinkedIn

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 enlightening recast episode of Hotel Moment, Karen Stephens engages with Robbert Manussen, Area General Manager at Intercontinental Hotel Group in Taiwan, to delve into the intersection of technology and hospitality. Robbert offers a fascinating glimpse into how the Intercontinental brand is leveraging cutting-edge technology to enhance guest experiences and streamline operations.

Throughout the conversation, Robbert shares insights from his extensive global career, explaining how his experiences across different cultures have shaped his leadership approach. He discusses Intercontinental Taiwan's innovative implementation of voice control technology, which has surprisingly been embraced most enthusiastically by senior citizens. Robbert also highlights their data-driven sustainability initiatives, including the successful replacement of plastic water bottles with in-room water taps and bamboo thermos flasks.

What You'll Learn:

• How to adapt leadership styles across different cultural contexts for more effective team management
• Practical approaches to implementing cutting-edge voice control technology in hotel rooms
• Why making technology intuitive and accessible benefits guests of all ages, especially seniors
• How data analysis can inform sustainability initiatives that enhance both guest experience and environmental impact
• Strategies for budgeting technology investments that balance innovation with practical returns
• The importance of creating a culture where technology and innovation work hand-in-hand with operational excellence
• Approaches to training and preparing staff for new technology implementation
• How sustainable initiatives like eliminating plastic bottles can create both environmental and operational benefits
  
  

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

Connect with Robbert Manussen here:

• LinkedIn
• IHG Hotels and Resorts

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[07:21] Navigating leadership across cultures and continents - Drawing from his global experiences, Robbert reflects on how working in diverse regions like Europe, the Middle East, and Asia has shaped his leadership style. He explains how adapting to different cultures is key to leading effectively, as each region comes with unique expectations and work dynamics. For instance, in his native Netherlands, straightforward communication is the norm, while in the Middle East and Asia, the approach to leadership is more relationship-oriented and requires cultural sensitivity. Robbert learned to "become a chameleon," adjusting his style to build meaningful relationships and create value for each team, which ultimately drives business success.
[16:00] Voice-activated innovation - One of the most exciting innovations Robbert discusses is the introduction of voice control technology at the Intercontinental Kaohsiung. As the hotel caters to a tech-savvy clientele in Taiwan — a global hub for AI and semiconductors — he reveals how they've integrated voice-activated controls for everything from air conditioning to blinds and lighting. The system, developed with a local startup, allows guests to interact seamlessly with their room's amenities through simple voice commands. Notably, this technology is available in Mandarin, English, and Japanese, making it accessible to a broad range of international visitors. The convenience factor extends beyond comfort, as guests can also request services like extra water or information about the hotel — streamlining the guest experience.
[27:00] Sustainability through data-driven innovation - Sustainability is a key focus for the Intercontinental, and Robbert Manussen highlights an innovative initiative to replace plastic water bottles in guest rooms. After analyzing guest data, which showed high demand for bottled water, the hotel installed in-room water taps and introduced bamboo thermos flasks for purchase. This change reduced 1,200 monthly requests for bottled water in a 250-room hotel, dramatically cutting down plastic usage and enhancing the guest experience by offering eco-friendly options.
Chapters:
00:00 - Intro00:43 - A global journey: From Europe to Asia05:40 - Taiwan’s cutting-edge hotel experience06:58 - Adapting leadership across cultures14:30 - The global career ladder: From trainee to GM16:00 - Innovation that wows: AI-powered guest experience17:56 - Technology for all: AI for every guest25:01 -  Data and personalization: The next frontier29:27 - Sustainability by design: Water solutions and guest experience31:03 - Navigating the tech revolution: Budgeting for the future35:45 - Empowering teams through technology and training41:02 - The future of hospitality: Attracting a tech-savvy generation


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
  
  

Hotel Moment has been running for almost five years and is now ranking in the top 10 in the hospitality technology category on Apple Podcasts. This milestone reflects the conversations that matter to everyone in the hospitality industry. Karen Stephens, host of Hotel Moment and Revinate's Chief Marketing Officer, focuses on topics that drive success in hospitality, from optimizing NOI and understanding total RevPAR to leveraging customer data effectively and creating memorable guest experiences. The episodes are designed to provide actual insights that listeners can take away and apply to their hotel operations. The podcast features meaningful conversations with industry leaders like Shannon Knapp, president and CEO of Leading Hotels of the World, and Matthijs Welle, CEO of Mews. The show aims to help hospitality professionals navigate the evolving landscape with practical strategies and innovative approaches.

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.

Follow the podcast here:

• LinkedIn

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
  
  

This episode of Hotel Moment features a webinar from Revinate’s  Hotel Moment Deep Dive series with Brent Sanders, Customer Education Specialist at Revinate, and Miranda Cubillas, Director of Reservations and Recreation at the Ojai Valley Inn. Drawing on nearly two decades of experience at the iconic California resort, Miranda shares how hoteliers can elevate reservation operations through a culture of excellence, experiential training, and strategic leadership.
With Ojai Valley Inn’s offerings — including 307 rooms, a PGA-certified golf course, and a 3,200-square-foot spa — Miranda outlines the reservation strategies that support the property's high-touch guest service. The discussion covers how to build effective remote teams, apply SMART goals for coaching, and use tech tools to maintain service consistency.
Also featured is Revinator, Melissa McMullin, Product Marketing Manager, who shares additional insights on driving results through collaboration between the reservations and marketing teams. 

Together, Brent and Miranda,offer practical tactics for increasing conversion rates, capturing guest data, and enhancing campaign performance through proactive outreach.
What You’ll Learn:

• How to build advanced training programs to empower confident, knowledgeable reservation agents
• Why remote agents benefit from experiential learning to better sell amenities and experiences
• The value of SMART goal-setting for ongoing coaching and staff development
• How to use technology and call recordings to ensure consistent service delivery
• Why email capture is essential to marketing success,and how to encourage front-line buy-in
• How to create high-impact collaborations between marketing and reservations teams
• Proactive outreach strategies that build long-term guest relationships and loyalty
• The role of cross-departmental coordination in enhancing service and revenue
  
  

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 Brent Sanders here:

• LinkedIn
• Revinate

Connect with Miranda Cubillas here:

• LinkedIn
• Ojai Valley Inn
  
  

Connect with Melissa McMullin here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[14:19] Experiential training for remote teams
Miranda explains how the Ojai Valley Inn transitioned to a fully remote reservations team while maintaining luxury service standards. Agents who excel in selling spa services earn spa day rewards worth up to $350 to experience the offerings themselves. The program also includes dining and other amenities, helping staff speak authentically about the guest experience. Remote agents visit the property for immersive training, including welcome tours and room walkthroughs. This hands-on approach makes agents feel like guests, reinforcing the resort’s high-touch service culture. The investment has been key to preserving quality across a distributed team.

[21:22] The SMART framework for coaching success
Miranda highlights the use of the SMART framework — Specific, Measurable, Achievable, Relevant, Time-bound — in their coaching strategy. This method shifts coaching from correction to growth — aligning agent goals with guest needs. Supervisors and agents use SMART goals to drive performance and focus coaching sessions. Regular calibration meetings ensure consistency in expectations and evaluation standards. As a result, the team has maintained a strong 93%+ performance score across its remote staff. The structured approach fosters both accountability and development.

[23:06] Group coaching for scalable development
To scale coaching across a fully remote team, the reservations department uses Camtasia to record and archive group sessions. Supervisors lead sessions with small agent groups, addressing shared challenges and encouraging peer learning. These sessions are saved to a shared drive for easy access at any time. This on-demand library helps reinforce training and maintain consistent service quality. It also extends the reach of each supervisor’s efforts while supporting a flexible learning environment. The approach has been essential for managing and upskilling a remote workforce.
[39:56] Marketing-reservations partnership strategy
Miranda shares how strong collaboration between marketing and reservations has improved both performance and guest experience. By using dynamic phone tracking, the reservations team demonstrates ROI from marketing efforts. Advance notice of campaigns allows agents to be trained and staffing adjusted ahead of spikes in call volume. This alignment ensures consistent service during busy periods and maximizes campaign effectiveness. The partnership is built on shared goals and clear data, driving better coordination across teams. It's a model of proactive, cross-functional success.

Chapters:
00:00 - Welcome & introduction05:46 - Inside Ojai Valley Inn: A luxury resort experience13:05 - Managing remote teams in luxury hospitality21:22 - The SMART framework for effective coaching26:46 - Building a culture of continuous learning & development33:41 - Cross-departmental collaboration & employee recognition39:56 - Marketing-reservations partnership: Campaign success43:44 - Guest loyalty programs & outbound strategy47:20 - Final thoughts & NAVIGATE preview


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