Hotel Moment

In this episode of Hotel Moment, Karen Stephens sits down with Bashar Wali, founder and CEO of Practice Hospitality and This Assembly. With over three decades of experience in the hospitality industry, Bashar brings a refreshing perspective on creating immersive and human-centered hotel experiences.

Tune in as they discuss:

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

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

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

Connect with Bashar Wali here:

• LinkedIn
• Practice Hospitality
• This Assembly

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

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

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

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

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



If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here 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 conversation, Karen Stephens speaks with Georgine Muntz, CEO of Visual Matrix, about her journey from accounting to leading a property management system company that serves thousands of hoteliers. Georgine shares how her diverse background in finance and technology prepared her to address the hospitality industry's technological lag, which she estimates to be about ten years behind other sectors.

Listen as they explore:

• Georgine's strategy for moving clients from on-premise solutions to cloud-based platforms, reducing transition time to just one hour
• How Visual Matrix's adoption of API standards is helping hotels integrate with new technology more efficiently
• The importance of developing relationships with other technology providers to solve the industry's "finger-pointing" problem
• Georgine's founding of the Women's Innovation Council to elevate diverse voices in hospitality tech
• How Georgine is leveraging PMS technology to help combat human trafficking in hotels
• Her advice for women seeking to advance to C-suite roles and board positions
  
  

Georgine also shares her vision for the future of hospitality technology, predicting continued movement toward cloud solutions and more options for hoteliers beyond brand-mandated systems. This episode provides valuable insights for hoteliers looking to improve their tech stack. and for women navigating career paths in the hospitality industry.

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 Georgine here:

• LinkedIn
• Visual Matrix

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[04:28] Bringing financial expertise to hospitality tech - Georgine explains how her background in finance provided essential skills for succeeding in hospitality tech. She emphasizes the importance of understanding business metrics and financial drivers for anyone seeking to advance in their career. This foundation has helped her identify how to move the hospitality industry forward from outdated on-premise technologies to more integrated cloud-based solutions.

[05:37] Solving data silos and system integration - As CEO of Visual Matrix, Georgine has tackled one of hospitality's biggest challenges: fragmented systems and poor integration. Her team created a streamlined one-hour process to move hotels from on-premise to cloud solutions without disruption. Additionally, Visual Matrix adopted industry standards for APIs to enable faster integration with new technologies — reducing implementation time from months to days while maintaining security.
[09:08] Building technology relationships to eliminate finger-pointing - Georgine reveals how Visual Matrix addressed hoteliers' biggest complaint about technology providers: finger-pointing. Through a relationship-based approach with tech partners, they've achieved an impressive 98% resolution rate for inbound issues without referring customers elsewhere. This approach has transformed the support experience for hoteliers facing technical problems across multiple systems.

[11:20] The Women's Innovation Council - Recognizing the lack of diverse voices in hospitality technology, Georgine co-founded the Women's Innovation Council to bring forward perspectives that weren't being heard. The council includes women from across the hospitality ecosystem — hotel owners, operators, and technology providers — to accelerate innovation through collaboration. While focused on women's voices, the council welcomes men to participate in meetings and contribute to solutions.

[17:43] Using PMS technology to combat human trafficking - Georgine shares how Visual Matrix is leveraging its technology to help combat human trafficking in hotels without putting staff at risk. By enabling safe documentation of suspicious activities through the PMS and housekeeping systems, they can feed data to organizations tracking criminal patterns. This initiative demonstrates how technology can be applied to address serious social issues while also protecting hotels from potential litigation.

[22:32] Vision for the future of hospitality tech - Looking forward, Georgine predicts that the industry will continue transitioning from on-premise to cloud-based solutions over the next 3-5 years, though progress may be slow. Georgine anticipates less reliance on brand-mandated technology requirements and more options for hoteliers. Her personal goal is to see technology working for hotels rather than against them, while also increasing the representation of women in C-suite positions throughout the industry.

Chapters:
00:00 - Intro02:13 - Welcome Georgine Muntz02:38 - From financial background to hospitality technology04:53 - The importance of understanding business financials05:37 - Addressing data silos and systems integration07:55 - The value of technology relationships and standard APIs09:08 - Solving the finger-pointing problem11:20 - The Women's Innovation Council13:37 - Advice for women seeking board positions17:43 - Using PMS technology to combat human trafficking22:32 - Vision for the future of hospitality technology24:55 - Final thoughts: Goals for women in hospitality leadership


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, host Karen Stephens welcomes Mercedes Blanco, Chief Partnerships Officer at The Hotels Network. With nearly two decades of experience in hospitality tech and digital marketing, Mercedes offers valuable perspectives on the evolving hospitality technology landscape.

Together, they discuss:

• How hoteliers should approach building their tech stack, starting with understanding their baseline needs and their unique customer base
• Why hotels need to take more control of their direct channels to maintain their voice and identity in the digital space
• The importance of embracing AI as an enhancement tool rather than fearing it as a replacement for human roles
• Mercedes' work with Women in Travel Thrive, a nonprofit organization she co-founded to support women in the hospitality industry through training, coaching, and networking opportunities
  
  

Mercedes emphasizes the need for hotels to be proactive in their technology adoption rather than reactive, especially when it comes to AI and direct channel management. She also shares insights about creating better collaboration between technology partners to better serve their hotel clients.

Meet Karen and Mercedes at HITEC 2025 this year in Indianapolis! 

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 Mercedes Blanco here:

• LinkedIn
• The Hotels Network

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[05:01] Taking control of hotel direct channels - Mercedes expresses concern about hotels failing to control their own channels, particularly those that reflect their voice and identity. She emphasizes the importance of proactively taking ownership of websites, tech partnerships, and AI implementation to stay ahead in the industry rather than facing the same late adoption issues as when the internet first emerged. Mercedes advises hoteliers to understand their tech stack fundamentals, identify their baseline needs, and then build relationships with partners that will serve them long-term.

[10:15] Approaching AI in hospitality - Mercedes discusses the transformative potential of AI in hospitality while addressing common fears. She leads an initiative sharing best practices and trends related to AI in the hotel industry, noting that a common theme among experts is that AI should enhance human capabilities rather than replace them. Mercedes encourages hoteliers to experiment with AI responsibly, pointing out that it can handle repetitive tasks, allowing staff to focus more on delivering genuine human experiences to guests. She reminds listeners that technological advancements throughout history have always created new opportunities and roles even as they changed existing ones.

[13:02] Women in Travel Thrive - Mercedes shares the origin story and mission of Women in Travel Thrive, a nonprofit organization she co-founded to support women in the hospitality industry. The initiative began during the pandemic in 2020 as a one-time movement to help women return to their roles in the industry but evolved into a permanent nonprofit due to overwhelming support. Today, the organization offers free training, coaching sessions, resume writing assistance, and networking opportunities to thousands of members. Mercedes highlights their upcoming "Day of Impact" event to be held in conjunction with HSMAI and HITECH in Indianapolis in June.

Chapters:
00:00 - Intro 
02:36 - Recap of ITB Berlin 
03:40 - Mercedes' journey in hospitality tech 
05:31 - Building an effective hotel tech stack 
08:40 - Bridging the gap between tech and hospitality teams 
10:15 - AI's role in transforming hospitality 
13:02 - Women in Travel Thrive nonprofit organization 
16:07 - Leadership training and professional development 
18:07 - The importance of financial empowerment for women 
18:49 - The future of hospitality tech 
20:21 - 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 thought-provoking episode of Hotel Moment, host Karen Stephens is joined by Alicia Zur-Szpiro, Co-founder and Creative Director of Wanderland London, a pioneering consultancy focused exclusively on kids and teens in the hospitality industry. Alicia brings her diverse background in game design, toy invention, and children's publishing to address what she sees as a significant gap in the hotel industry.
Together, they discuss:

• Why the $850 billion kids and teens market remains largely untapped by hotels
• The critical importance of engaging with teens, who are often an "invisible guest segment" in hospitality
• How hotels can incorporate children and teens throughout the entire guest journey, from pre-arrival to post-stay
• Practical, low-cost ways to engage younger guests that don't require major renovations
• The powerful impact of targeting teens who, by age 16, will have already cemented their brand loyalties for life
• Strategies for city hotels to differentiate themselves through family-friendly offerings
  
  

Alicia emphasizes that delighting children and teens isn't just about keeping families happy during their stay—it's about securing their loyalty for decades to come. When a family has a successful hotel experience, they're likely to return year after year, creating tremendous lifetime value. Moreover, today's teens will soon be independent travelers making their own booking decisions.

Don't miss this eye-opening conversation that challenges the hospitality industry to rethink how it engages with its youngest guests—and the substantial rewards that await those who do it well.

Download The Global Kids Hospitality Report 2025 from Wanderland London.
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 Alicia Zur-Szpiro here:

• LinkedIn
• Wanderland London

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[07:21] The overlooked teen segment - Alicia highlights how the teen segment (roughly ages 11-18) remains largely invisible in the hospitality industry despite its enormous potential. While many hotels have offerings for younger children, teenagers often fall through the cracks. Alicia recommends treating teens more like adults in communications, avoiding speaking down to them or pandering. She suggests offering alternatives to screen time that could appeal to both teens and parents—such as classic board games or family games that create moments of togetherness after dinner. Small touchpoints throughout the stay, especially at check-in when teens are typically overlooked, can make a significant difference in how they experience the hotel.

[12:26] Building pre-arrival relationships with children - Alicia explains the value of the period between booking and arrival—which could be weeks or months—as a prime opportunity to build excitement and engagement with children and teens. While hotels typically focus pre-arrival communications on adults ("Would you like to book a treatment? Would you like to book a meal?"), shifting focus to younger guests can start building valuable relationships before they even arrive. Alicia suggests sending surveys or quizzes directed specifically at children rather than parents. "If the hotel can start to build that relationship with the child or the teenager, you're already halfway towards that really loyal kind of bonded relationship," she explains. This early engagement helps create anticipation and sets the stage for a more meaningful stay.

[13:22] Securing lifetime loyalty through family experiences - One of the most compelling points Alicia makes is about the long-term value of delighting children and teens. When families have a successful hotel experience that works for both parents and children, they're far more likely to return repeatedly rather than risk trying somewhere new. "When you know that a holiday works for you and your children, you're just going to go back time and time again, year after year," she notes. "Whereas adults on their own are more likely to be a bit adventurous because there's kind of lower stakes. Whereas if you've delighted the family and the kids, you've locked in that family for life." This creates tremendous lifetime value for hotels that can successfully engage the whole family.

Chapters:

00:00 - Intro 
02:17 - About Wanderland London and the kids industry 
04:22 - The size and potential of the kids and teens market 
07:21 - Understanding and engaging the teen segment 
12:26 - Pre-arrival engagement strategies 
16:37 - Creating memorable experiences in urban hotels 
18:47 - Teens as future decision makers 
21:00 - Brand loyalty formation by age 16 
23:17 - Small changes with big impact 
25:26 - The opportunity for hotels to lead in this space 
28:26 - 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 thought-provoking episode of Hotel Moment, host Karen Stephens is joined by Agnelo Fernandes, CEO of Cote Hospitality, a visionary leader with over two decades of experience in luxury hospitality and strategic growth. Agnelo takes us through his journey of transforming Cote Hospitality, an emerging hotel management company with deep roots going back over a hundred years as a family-owned business.

Together, they discuss:

• How Agnelo has approached rebranding and repositioning Cote Hospitality for strategic growth
• The crucial role of culture in building a successful hospitality organization
• Balancing technological innovation with the human element that defines hospitality
• Strategies for developing a clear brand identity and value proposition
• Agnelo's unique approach to leadership and talent development
• The future of hospitality with AI as a complementary tool to enhance guest experiences
  
  

Agnelo shares his philosophy that "culture is the beginning and end of pretty much any organization," and explains how this mindset has shaped his leadership style. He also offers valuable insights for vendors on how to build meaningful partnerships with hospitality companies rather than focusing on transactional relationships.

Don't miss this inspiring conversation that gets to the heart of what makes hospitality special — the authentic human connections that technology should enhance, not replace.

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 Agnelo Fernandes here:

• LinkedIn
• Cote Hospitality

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[03:21] Cote Hospitality's evolution and vision - Agnelo describes Cote Hospitality as an emerging hotel management company with deep roots going back over a hundred years as a family-owned operation. Currently focused on the boutique space, they own and operate a dude ranch in Arizona with over 200 horses and a resort in Minnesota, with plans to expand into glamping and other outdoor hospitality ventures that blend independent resort experiences with outdoor adventures.

[05:09] Passion for people and storytelling - Agnelo shares that his purpose in life centers around his love for connecting with people at all levels. He explains how the best storytellers are in the hospitality industry, and how he approaches each day with gratitude, which breeds positivity and confidence that trickles throughout the organization. His focus remains on meaningful connections rather than transactional aspects of business, which drives him to be the best version of himself.

[08:52] Balancing technology with personalization - Under Agnelo's leadership, Cote Hospitality has undergone a comprehensive digital transformation focused on simplification. He emphasizes that technology decisions start with a fundamental question: "What do our guests need, and how can we simplify that workflow?" Their implementation of Revinate has enabled them to understand guests more deeply, allowing for hyper-targeted personalization while maintaining the human element that defines hospitality.

[15:48] Culture as the foundation of success - Agnelo reveals that culture and leadership top the list of strategic priorities at Cote Hospitality, even above revenue goals. His first two years as CEO involved resetting culture — making minor tweaks in some areas and major cleanses in others. He fosters an environment where team members feel valued and empowered to innovate, encouraging them to take risks with the safety net of leadership support, creating a culture where authentic expression is celebrated.

[25:39] Building genuine partnerships, not transactions - When discussing vendor relationships, Agnelo emphasizes that he evaluates potential partners in the first 90 seconds of conversation based on whether they can connect authentically and understand his needs. He values those who position themselves as trusted advisors rather than transactional sellers, appreciating vendors who do thorough research, speak the hotelier's language, and focus on solutions rather than products. As he puts it, "People buy from people they like, and people they trust."

[26:22] Embracing AI as hospitality's future - Looking ahead five years, Agnelo identifies artificial intelligence as the most transformative force in hospitality. At Cote Hospitality, teams spend an hour weekly exploring how AI can solve problems and inspire new approaches. He views AI not as a replacement for human interaction but as a powerful complement that can enhance personalization at scale. Having tracked AI developments for three years, Agnelo has identified 40 different aspects of their business that could be transformed by this technology while maintaining the people-first approach that defines hospitality.

Chapters:00:00 - Intro03:21 - About Cote Hospitality
05:09 - What keeps Agnelo in hospitality
07:16 - Innovation and leadership
12:17 - What sets successful destination hotels apart
15:22 - Fostering strong company culture
20:48 - How to work with vendors
26:22 - Future trends in hospitality
31:07 - Closing


If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here 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 speaks with Kurt Bjorkman, Chief Operating Officer at The Ranch at Laguna Beach, about creating exceptional guest experiences and sustainable practices in luxury hospitality. Drawing from his fascinating background as a scuba instructor and his 14-year tenure at The Ranch, Kurt shares valuable insights on:

• How to create and deliver local experiences that guests can't get anywhere else — from ocean activities to artisanal workshops 
• The importance of authentic communication throughout the guest journey, including personalized pre-stay emails written by Kurt himself 
• Their innovative sustainability initiatives with a revolutionary system that transforms glass bottles into sand for their golf course 
• The value of building meaningful connections with the local community to create unique guest experiences 
• Strategies for balancing technology with human touch in modern hospitality
  
  

Kurt also discusses The Ranch's journey from renovation to reimagination, and shares his perspective on creating fulfilling hospitality careers at all levels. Don't miss this insightful conversation about elevating guest experiences while prioritizing environmental stewardship.

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 Kurt Bjorkman here:

• LinkedIn
• The Ranch at Laguna Beach

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[02:29] Location and property overview - Kurt provides a vivid description of The Ranch at Laguna Beach's unique setting — nestled where the canyon meets the sea in coastal Orange County. The property spans 87 acres, including a golf course, half-acre farm, and cafes along the beach — offering guests a distinct experience that combines natural beauty with luxury amenities.
[08:05] Creating memorable experiences - Kurt emphasizes that while design and amenities are important, what truly resonates with guests are opportunities to experience something they couldn't do at home. The Ranch focuses on creating achievable, enjoyable experiences that connect guests with the local community, from kayaking with dolphins to learning surfboard shaping from industry pioneers.
[19:52] Building community connections - Drawing inspiration from properties like Ashford Castle in Ireland, Kurt discusses how The Ranch has developed meaningful partnerships with local artisans, experts, and businesses to create authentic experiences for guests. He emphasizes that every location, regardless of setting, has unique stories and people willing to share them.

[24:27] Innovative sustainability practices - Kurt shares the fascinating story of how The Ranch became the first property in the continental United States to implement a glass-to-sand recycling system. This innovative program now produces 70 tons of sand annually for their golf course bunkers — demonstrating their commitment to practical sustainability solutions.

Chapters:
00:00 - Intro 
02:29 - The Ranch at Laguna Beach: A unique setting 
05:15 - From scuba instructor to hospitality leader 
08:05 - Creating memorable guest experiences 
10:06 - Technology and guest communication 
14:20 - Authentic marketing approaches 
19:52 - Community partnerships and local experiences 
24:27 - Sustainability initiatives 
28:25 - Career legacy and industry impact


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
  
  

Revinators, Melissa McMullin, Dominic Donatoni, and Jack Newkirk explore the untapped potential of hotel voice channel and its impact on direct bookings and guest experience.

Together, they discuss:

• Why the voice channel is neglected, not dead, and why it should contribute 30-38% of a hotel’s business
• How 58% of guests call before booking, and why personalized interactions drive higher ADR
• The importance of removing barriers for guests and reservation agents to boost conversion rates
• How the concept of Ikigai can reduce 200% turnover in reservation teams through career development
• A case study showing how small voice channel improvements recovered $1.2M in annual revenue
• Practical strategies for leveraging guest data to drive direct bookings and enhance guest relationships
• How aligning marketing, revenue, and operations teams creates a stronger, more effective voice strategy
  
  

Listen in to discover how hotels can maximize voice channel potential, increase direct bookings, and empower their reservation teams for long-term success.

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 the speakers here:

• Melissa McMullin
• Dominic Donatoni
• Jack Newkirk

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Episode Highlights:
[00:08:43] The voice channel isn't dead, it's neglected - The experts debunk the myth that hotel voice channels are obsolete, noting that this narrative benefits those profiting from online bookings. A healthy hotel should generate 30-38% of its business through voice, which often delivers higher ADR than digital channels. Voice stands out by offering personalized experiences and building trust through human connection. Hoteliers who invest in and optimize voice can unlock a major revenue opportunity that many competitors overlook—treating it as a sales channel, not just an operational tool.

[00:15:14] Data-driven guest engagement strategy - Capturing comprehensive guest data during calls unlocks powerful sales opportunities, with 64% of guests booking on their first call, making initial interactions crucial. By gathering travel purposes, preferences, and contact details, hotels can enable personalized follow-ups, marketing automation, and stronger guest relationships. Implementing systematic data capture goes beyond transactions, building a robust customer database that drives future revenue.

[00:20:47] Creating workplace fulfillment through Ikigai - The discussion highlights Ikigai (workplace fulfillment) as key to reducing the 200% turnover rate in reservation teams. It centers on four components: loving your job, excelling at it, fair pay, and meaningful impact. For hotel managers, training, recognition, and career development foster engagement, while employee fulfillment directly boosts guest satisfaction and revenue growth.

[00:34:22] Converting inquiries into revenue - The experts analyze how improving voice channel conversion rates can significantly impact revenue. A 3% increase in conversions, combined with proactive outbound calls and email nurturing, can recover over $1.2 million in annual revenue for a medium-sized property. This approach allows hoteliers to maximize existing resources without additional marketing costs. Key strategies include equipping agents with the right tools, implementing coaching programs, and establishing systematic follow-up processes to capture lost business.

Chapters:00:00 - Intro03:00 - Understanding the guest booking journey: Breaking down barriers08:43 - Debunking the “voice channel is dead” myth14:35 - Voice teams as revenue drivers: Changing perceptions20:47 - Ikigai: Creating purpose in the workplace25:08 - Data capture: Turning information into revenue31:04 - Real world impact: Revenue optimization case study43:56 - Key takeaways: Voice channel success strategies44:39 - 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
  
  

Karen Stephens sits down with Casper Overbeek, Chief Product Officer at citizenM, to explore how the brand is revolutionizing guest loyalty and personalization in hospitality.

Together, they discuss:

• citizenM's journey from 10 to 38 hotels across prime locations in Europe and the US
• The development and success of their paid subscription loyalty program, which now has 45,000 active members
• Their groundbreaking approach to guaranteed availability and rate parity
• The distinct differences between European and American preferences for personalization
• How technology enables better guest experiences while improving operational efficiency
• The role of continuous feedback in shaping guest experience improvements
  
  

Listen in to discover how citizenM is redefining luxury hospitality through innovative technology, strategic personalization, and a deep understanding of guest preferences.

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

Connect with Casper Overbeek here:

• LinkedIn
• citizenM Hotels

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

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

[07:38] Innovation in loyalty programs - citizenM's paid subscription model emerged from careful listening to guest needs. Two main pain points emerged: guaranteed availability and price security. The program now offers guaranteed availability 48 hours in advance and ensures members always get the best rate, with 15% off the best available rate. This innovative approach has attracted 45,000 active members.
[14:21] The power of guest feedback - Casper describes their comprehensive approach to gathering guest feedback, including micro-feedback tools throughout the journey, regular webinars, and even direct WhatsApp communication with some members. This constant flow of feedback helps shape their service improvements and technological innovations.
[24:49] European vs American personalization - One of the most fascinating insights Casper shares is the distinct difference between European and American preferences for personalization. Europeans prefer recognition without intrusion, while Americans seek customization and control over their experience. This understanding shapes how citizenM approaches service delivery in different markets.
Chapters:00:00 - Intro 02:51 - citizenM brand overview 07:38 - Innovation in loyalty programs 14:21 - Guest feedback systems 19:34 - Technology and operational efficiency 24:49 - Cultural differences in personalization 28:12 - Future of hospitality innovation 31:24 - Outro


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

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

Together, they discuss:

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

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

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

Connect with Hans Meyer here:

• LinkedIn
• Zoku

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

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

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

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

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


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

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

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

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

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

Connect with John Burns here:

• LinkedIn
• Hospitality Technology Consulting

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

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

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

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

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

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

Chapters:00:00 - Intro 
02:15 - Early career in hospitality technology 
03:53 - The importance of personalization 
06:24 - Training staff for personalized service 
09:52 - Selecting the right technology 
13:27 - AI's potential in hospitality 
16:43 - Career reflections 
18:00 - Outro


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