The Modern Hotelier

How can hotels use technology, AI, and better Wi-Fi to improve guest experience? 

In this episode, David Millili and Steve Carran sit down with Hannah Greenberg, CEO of Eleven, to explore the future of hospitality technology, hotel operations, entrepreneurship, and what it truly takes to deliver exceptional guest service.

Hannah shares her journey from working at a hotel front desk at just 16 years old to acquiring Eleven through entrepreneurship through acquisition. With experience in hotel operations, real estate development, private equity, and hospitality software, she explains why successful hotel technology is about more than just implementing new products. She also discusses the importance of cybersecurity, loyalty enrollment, modernizing legacy hotel systems, and balancing technology investments with other capital expenditures. She shares practical advice for hotel owners and hospitality leaders on evaluating technology solutions, embracing fresh perspectives, and building a culture where people and service come first.

In this episode, you'll discover:

• Why hotel Wi-Fi is essential infrastructure for guest satisfaction, cybersecurity, and hotel operations.
• How AI is transforming hotel bookings, hospitality technology, and guest service expectations.
• Why adding more hotel technology products doesn't automatically solve operational problems.
• The importance of evaluating AI solutions and improving interoperability across hotel brands’ technology stacks.
• What makes hospitality successful through people, empathy, accountability, and exceptional service

This episode is sponsored by Eleven: https://www.elevensoftware.com/

Watch the FULL EPISODE on YouTube: https://youtu.be/fbmbOuLJ7-c
 

Links:
Hannah on LinkedIn: https://www.linkedin.com/in/hannahgreenberg
Eleven: https://www.elevensoftware.com/

For full show notes head to: https://themodernhotelier.com/episode/340

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

On this episode of The Modern Hotelier Hospitality Hot Topics, Steve Carran and David Millili sit down with Christopher Ahlgrim from Preferred Travel Group to talk about the latest news and trends in hospitality.

They kick things off with a look at Astound Ventures’ new $30 million investment fund and Dormakaba’s acquisition of Alliants, and what these moves could mean for hotel technology and the guest experience. They also get into why travelers are still hesitant to book hotels through social media, especially with AI making it easier to create misleading photos and content.

Chris also talks about how AI is changing the way travelers find hotels, why keeping website rates competitive matters, and how hotels can protect their margins while encouraging more direct bookings.

If you work in hospitality or want to keep up with what’s happening in the hotel industry, this episode is packed with useful insights and real-world perspectives.

In this episode, you’ll learn about:

• Burt and Alex Cabañas launch Astound Ventures
• Dormaka buys Alliants
• Consumer Hesitance with Booking Travel Via Social Media
• We were just at IHS, favorite talk or experience
• What is new at Preferred?

Watch the FULL EPISODE on YouTube: https://youtu.be/Ok2q5QSt_UU
 

Links:
Christopher on LinkedIn: https://www.linkedin.com/in/christopherahlgrim
Preferred Travel Group: https://preferredtravelgroup.com/

For full show notes head to: https://themodernhotelier.com/episode/339

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

In this episode of The Modern Hotelier, David Millili sits down with Evan Saunders of Azira and Raphaël Bourillet of Accor Luxury to explore how AI, competitive intelligence, location data, and behavioral insights are reshaping hotel marketing.

The conversation dives into how hotels can identify high-intent travelers, move beyond traditional OTA strategies, and use data to create more precise marketing campaigns that drive real revenue. Evan and Raphaël also share insights from Sofitel New York’s competitive and location intelligence campaign, showing how targeting the right guests can maximize marketing budgets and increase visitation.

They also discuss the growing role of AI across hospitality from discovery and booking to procurement, HR, marketing, and revenue optimization, and how hotels can measure campaign success beyond clicks and direct bookings.

In this episode, you’ll learn:

• How AI is changing hotel marketing and traveler discovery
• Why location and behavioral data can uncover high-intent guests
• How competitive intelligence can improve hotel targeting
• What Sofitel New York learned from its data-driven campaign

Watch the FULL EPISODE on YouTube: https://youtu.be/B86bPmsa3EU
 

Links:
Evan Saunders on LinkedIn: https://www.linkedin.com/in/evansaunders/?isSelfProfile=false
Raphaël Bourillet on LinkedIn: https://www.linkedin.com/in/raphaelbourillet/?isSelfProfile=false
Azira: https://www.azira.com/
Accor: https://all.accor.com/a/en.html

For full show notes head to: https://themodernhotelier.com/episode/339

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

Is your hotel lost in the "AI pilot trap"? 

In this episode recorded live at AI Washington, D.C., David and Steve sit down with Sajid Shariff, Founder and CEO of Dextr AI, to discuss how multi-agent AI systems are shifting hospitality from simple chatbots to full-scale operational intelligence.

Sajid shares his journey from IIT Bombay and Stanford to building businesses across consulting, tech, and hospitality. He breaks down why single-point tech solutions are failing hoteliers, how Dextr AI automates everything from front desk lockouts and room reservations to tailored guest food-allergy workflows, and how voice AI is capturing missed direct-booking revenue.

Key Topics Covered:

• Why standard "one-size-fits-all" AI pilots fail and how forward-deployed, custom agent workflows deliver measurable bottom-line value.
• How intelligent voice AI picks up the ~40% of missed calls that normally end up on high-fee OTA platforms.
• Why AI agents should act as frontline "buddies" to remove busywork and let hospitality staff focus on the guest experience.
• How Dextr AI handles payment security, API encryption, and prompt injection defense to maintain guest trust.
• What the fully AI-supported, front-desk-free hotel of the future will look like.

Watch the FULL EPISODE on YouTube: https://youtu.be/8p6Yn0EYiPM
 

Links:
Sajid on LinkedIn: https://www.linkedin.com/in/shariffsajid
Dextr AI: https://www.dextr.ai/

For full show notes head to: https://themodernhotelier.com/episode/338

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

What can a modern revenue management system (RMS) actually do for an independent hotel?
 
In this episode, David Millili sits down with Steve Taft, VP of Partnerships at  ampliphi RMS, and Tim Kolman, VP of Sales at ampliphi RMS, to discuss how modern revenue management systems are helping independent hotels compete with larger brands.

For many 40-room independent hotels, revenue management is still something owners and operators handle at the end of a long day. From check-ins and check-outs to laundry, breakfast, maintenance, and guest service, there is often little time left for analyzing demand and optimizing room rates.

In this episode, we discuss:

• Why independent hotels have historically been underserved by hospitality technology
• How a 40-room independent hotel can approach hotel pricing and revenue management
• Why legacy RMS technology created the perception that revenue management requires extensive manpower
• The difference between an all-in-one hotel technology stack and a best-in-breed technology strategy

If you're a hotel owner, general manager, revenue manager, hospitality technology professional, or independent hotel operator interested in hotel revenue optimization, RMS technology, AI for hotels, dynamic pricing, RevPAR, commercial strategy, and independent hotel technology, this episode is for you.

Watch the FULL EPISODE on YouTube: https://youtu.be/bmg2EWB-8NU
 

Links:
Steve on LinkedIn: https://www.linkedin.com/in/stevetaft/
Tim on LinkedIn: https://www.linkedin.com/in/tkolman/
ampliphi RMS: https://www.getampliphi.com/

For full show notes head to: https://themodernhotelier.com/episode/337

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

roommaster is evolving—and the future of hotel technology is all about modernization, flexibility, and helping hoteliers work smarter.

In this episode, recorded at the Independent Hotel Show Miami, Steve Carran sits down with Mark Bloomquist, Chief Revenue Officer, and Steven Burman, Director of Sales at roommaster, to discuss how the 30-year-old hospitality technology platform is being reimagined for the next generation of hoteliers.

They explore what “modern” really means in hotel technology, why hoteliers are looking for more unified platforms, and how roommaster is combining PMS functionality with revenue management, reporting, AI, integrations, and human support.

The conversation also dives into the growing role of AI in hospitality, not as a replacement for hotel staff, but as a way to automate repetitive tasks and free teams to focus more on guest experience. Mark and Steven also explain why human account management and personalized support remain critical as technology continues to evolve.

In this episode, you'll learn about: 

• How roommaster has evolved after 30 years in hospitality
• What “modern” hotel technology actually means
• Why hoteliers want all-in-one platforms and seamless integrations
• Where AI belongs in the hotel guest journey
• Who roommaster is designed to serve

Watch the FULL EPISODE on YouTube: https://youtu.be/gSHANsDJSmw
 

Links:
Mark on LinkedIn: https://www.linkedin.com/in/mark-bloomquist-a7a4639/
Steve on LinkedIn: https://www.linkedin.com/in/stevenburman99/
roommaster: https://www.roommaster.com/

For full show notes head to: https://themodernhotelier.com/episode/336

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

In this special episode of The Modern Hotelier, hosted by David Millili live from the Independent Hotel Show Miami, we sit down with Chandler Smith and Natali Jones, the creative minds behind the design atelier Smith & Jones.

Smith & Jones is redefining high-end residential and niche commercial spaces with custom furniture, fine decor, and art curation. Chandler and Natali break down what it truly means to operate as an atelier—collaborating closely with architects, artists, and designers to bring unique stories to life.

In this episode, you’ll learn:

• How Smith & Jones acts as a collaborative bridge between design teams and American craftspeople.
• Why supporting local manufacturing ensures quality, fosters future trade generations, and speeds up problem-solving.
• How to achieve an interior space that feels thoughtfully collected over years—rather than bought all at once—even on tight project timelines.
• How advances in contract-grade material technology are enabling North American hotels to adopt bolder, more unexpected design choices without sacrificing code compliance or durability.
• The Smith & Jones' broader capabilities, including art curation, custom fabrication, and rapid problem-solving for unexpected site conditions.

Watch the FULL EPISODE on YouTube: https://youtu.be/yEoWCswFqUQ

This episode is sponsored by Smith & Jones: https://www.bysmithandjones.com/
 

Links:
Smith & Jones on Instagram: https://www.instagram.com/bysmithandjones/
Smith & Jones: https://www.bysmithandjones.com/

For full show notes head to: https://themodernhotelier.com/episode/335

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

How are hotel AI employees and hotel software automation reshaping front-desk workload, guest messaging, and back-office efficiency?

In this special Independent Hotel Show Miami episode of The Modern Hotelier, hosts David Millili and Steve Carran sit down with Jonathan Lei, Co-Founder & CEO of withQ.

Jonathan breaks down how withQ AI builds digital workforce solutions to tackle the ongoing hotel workforce shortage, handle AI guest communications across voice, SMS, and email, and optimize complex hotel operational workflows.

What You’ll Learn in This Episode:

• Why hoteliers struggle with system fatigue and how hotel AI employees free up teams to focus on 5-star face-to-face guest care.
• How hotel voice AI manages incoming guest inquiries, customizes holiday/vacation packages, builds itineraries, and automates reservation flows.
• Why guest detection of hospitality AI has dropped from 70% to under 30%—and why travelers now prioritize speed over human interaction.
• How withQ built 70% of its customer base organically through industry trade show networking and client referrals.

Watch the FULL EPISODE on YouTube: https://youtu.be/Tw_XnLlUneM

This episode is sponsored by withQ: https://withq.ai/
 

Links:
Jonathan on LinkedIn: https://www.linkedin.com/in/zhiwei-lei/
withQ: https://withq.ai/

For full show notes head to: https://themodernhotelier.com/episode/334

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

Independent hotels have a secret weapon that the big chains don't have, and in this episode, we unpack exactly how to use it.

Welcome to The Modern Hotelier. Today's guest is David Gavaldon, a new member of the Stash Hotel Rewards team who spent years on the hotel side of the program before joining their side. He sits down with host Audrey Yates to break down how independent hotels can compete with corporate giants by building their own loyalty program without losing the independent spirit that makes them special.

In this episode, you'll learn:

• Why loyalty beats OTA traffic — the difference between price-driven OTA guests and the loyalty guests who book direct, feel special, and come back
• How to compete with the chains — why "we also have a loyalty program" is a powerful line for any independent property
• The network effect — how getting introduced at one Stash property immediately connects guests to a portfolio of nearly 400 independent hotels across North America
• Why staff buy-in makes or breaks the program — the one thing hotels get wrong (hint: if the staff doesn't buy in, why should the guests?)
• Easy integration — how Stash works with almost every PMS and CRS, so you can tap into the network without changing your tech stack
• The direct-booking advantage — why booking direct is astronomically better for the hotel, and how to spread that message

Watch the FULL EPISODE on YouTube:  https://youtu.be/JhGTESfEPxU
 

Links:
Audrey on LinkedIn: https://www.linkedin.com/in/audrey-yates-0b5331b4/
David on LinkedIn: https://www.linkedin.com/in/david-gavaldon-036b76425/
Stash Hotel Rewards: https://www.stashrewards.com/

For full show notes head to: https://themodernhotelier.com/episode/333

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

Hotel amenities are the touchpoints guests remember, they matter just as much at $200 a night as at $1,000.

In this episode, Steve and David sit down with John Farrell, CEO and Owner, and Kim Peterson, Head of Operations, of Trilipiderm and Curated Comforts, a U.S.-based skincare and spa line that builds fully customized amenity programs for hotels. 

Kim and John explain why scent is the most memory-evoking sense we have, how signature scents can keep amenity revenue on the property instead of "off the shelf," and how to roll out refillable dispensers without adding operational headaches for housekeeping. They also cover sustainability done properly, FSC-certified materials, reduced kitting and packaging, plus the supply-chain lesson every hotelier should hear everything US-sourced and US-manufactured meant zero disruptions, even through COVID.

You'll also get Trilipiderm's origin story (founded 2010 in Jackson Hole) and how the Cloudveil Hotel in Wyoming became their first hotel partner and went on to earn Michelin Keys while its guests raved about the in-room products.

If you run a property, own or manage hotel operations, or make amenity and procurement decisions, this episode is packed with practical takeaways on guest experience, sustainability, and building a brand guests remember.

In this episode, you'll discover:

• Trilipiderm's origin story — founded 2010 in Jackson Hole, Wyoming, and how the Cloudveil Hotel became their first hotel partner (now a Michelin Key property).
• Why scent drives guest experience — how a signature scent turns a bathroom into a branded experience guests remember.
• Why customized amenity programs win — how to keep amenity revenue on your property instead of buying off-the-shelf.
• The operational reality of refillable dispensers — rolling them out without housekeeping headaches, plus sustainability done right (FSC-certified, reduced packaging).
• A hotel supply-chain lesson — why all US-made production meant zero disruption, even through COVID.
• What hotel owners and ops managers should weigh on amenity and procurement decisions — guest experience, sustainability, and brand building.

Watch the FULL EPISODE on YouTube: https://youtu.be/AG9BYZgi9gw
 

Links:
Kim on LinkedIn: https://www.linkedin.com/in/kim-peterson-11248767/
TRILIPIDERM: https://trilipiderm.com/

For full show notes head to: https://themodernhotelier.com/episode/332

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.