Join Karen Stephens and Marc Winchell, Corporate CRM at Pacific Hospitality Group, as they dive deep into the Stay Golden loyalty program. Marc reveals how PHG is shifting away from OTA dependence by reimagining hotel loyalty. Rather than points, Stay Golden focuses on immediate value through direct booking discounts, room upgrades, and personalized pre-arrival experiences.

Together, they discuss:

• Why immediate rewards and 10% discounts outperform traditional points systems
• How first-party data enables personalized pre-stay communication that builds anticipation
• The vital role of voice channel agents in competing with OTAs while building guest relationships
• Creating metrics that measure both commercial success and guest satisfaction
  
  

This episode offers actionable insights for hoteliers looking to take control of their guest relationships and reduce OTA dependence through meaningful loyalty programs.

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

Connect with Marc Winchell here:

• LinkedIn
• Pacific Hospitality Group
  
  

Connect with Karen here:

• LinkedIn
• Revinate

Follow the podcast here:

• LinkedIn

Chapters: 
00:00 - Introduction 
04:37 - Rethinking loyalty rewards 
07:43 - Direct booking benefits 
09:14 - Personalizing communication 
15:27 - Voice channel optimization 
22:06 - Reducing OTA reliance 
25:31 - Outro
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

• Innovation in hospitality technology
• Guest experience transformation
• Revenue optimization strategies
• Emerging industry trends

Express your interest in being a guest →
Check out the three most downloaded episodes:

• Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler 
• Guests define what luxury means today | with Shannon Knapp
• Your commercial strategy as an evolution and not a revolution | with Jennifer Hill