The Modern Hotelier

By David Millili & Steve CarranSociety & Culture Business Places & Travel Management

The Modern Hotelier episodes

June 30#301: Helping Hotels Reduce Revenue Leakage | with Mike Baldinger
In this episode, Steve Carran sits down with Mike Baldinger, Co-Founder and Chief Strategy Officer at Evention, live from HITEC San Antonio, to uncover one of hospitality's most overlooked profit leaks: OTA revenue reconciliation.
While most hoteliers understand OTA commission costs, Mike explains why the real financial risk lies beneath the surface. From virtual credit card errors and overpaid commissions to billing mistakes and guest disputes, hotels could be losing hundreds of thousands of dollars annually without realizing it.
The conversation explores:
Why OTA revenue leakage often goes undetected
Common billing and reconciliation mistakes hotels make
How inaccurate guest charges impact online reviews and brand reputation
The hidden financial risks of disconnected hospitality systems
Why Evention is building a "financial trust layer" instead of just another reconciliation tool
Practical questions every GM and CFO should ask their finance team this week
Watch the FULL EPISODE on YouTube: https://youtu.be/vfM8Oa5ZkJo

Links:
Mike Baldinger on LinkedIn: https://www.linkedin.com/in/mikebaldinger/
Evention: https://eventionllc.com/
For full show notes head to: https://themodernhotelier.com/episode/301
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.
14 min
June 29#300: Innovating the Meeting & Events Sales Process | with Mike Waltman
How has hospitality technology evolved from the early days of CD-ROM site inspections to AI-powered sales intelligence?
In this special HITEC edition of The Modern Hotelier, David Millili sits down with Michael Waltman, Founder of Interactive Sites, to explore his remarkable journey from hotel operations to building one of the industry's most trusted group sales technology companies. Michael shares the story behind Interactive Sites, the evolution of ShareIt Online, and how the platform now helps nearly 13,000 hotels improve lead sharing and qualification.
The conversation also dives into Seller Ready, Interactive Sites' latest AI-powered solution that helps hotel sales teams evaluate RFPs, identify winning strategies, and make smarter decisions faster. They also discuss the future of AI in hospitality, improving lead quality, and the energy and innovation showcased at HITEC.
In this episode, you'll learn:
How Interactive Sites pioneered hospitality technology before the web era
The evolution of ShareIt Online and its impact on group sales
Why lead quality matters more than lead quantity
How AI is helping hotel sales teams qualify opportunities and win more business
Key hospitality technology trends emerging from HITEC
Watch the FULL EPISODE on YouTube: https://youtu.be/gjgDUjOUy4A

Links:
Michael on LinkedIn: https://www.linkedin.com/in/michael-waltman-262a6995/
Interactive Sites: https://www.interactivesites.com/
For full show notes head to: https://themodernhotelier.com/episode/300
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.
11 min
June 29#299: Adding the Human Back into Hospitality | with Noelani Shroy
How can AI make hospitality more human instead of less?
In this special HITEC episode of The Modern Hotelier, David Millili and Steve Carran sit down with Noelani Schroy, VP of Global Sales at Onyx CenterSource, to explore the future of hospitality technology and why the industry's greatest competitive advantage will always be people.
Noelani shares why hoteliers need to better understand the travel agency perspective, how fragmented technology systems silently cost hotels valuable opportunities, and why implementing new technology is only the beginning—not the finish line. She also offers practical insights on using AI to enhance guest experiences, empower employees, and strengthen leadership rather than replace it.
In this episode, you'll learn:
Why AI should create more human-centered hospitality
The hidden costs of fragmented hotel technology systems
Why understanding travel agents improves hotel relationships
How AI is reshaping hospitality jobs and leadership
What technology providers must do to stay customer-focused
Watch the FULL EPISODE on YouTube: https://youtu.be/59neZld_1FI

Links:
Noelani on LinkedIn: https://www.linkedin.com/in/noelanib/
Onyx CenterSource: https://onyxcentersource.com/
For full show notes head to: https://themodernhotelier.com/episode/299
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.
13 min
June 28#298: Why Consolidation Is the Biggest Opportunity in Hospitality | with Shawn Tarter
Today, we sit down with Shawn Tarter, CEO of RealTime Reservations, to discuss one of the biggest announcements at HITEC—the company's strategic acquisition and vision for transforming hotel technology.
Shawn shares the story behind meeting Stay's founder at a previous HITEC, how that relationship evolved into a partnership spanning more than 2,600 hotel properties, and why creating a unified platform for ancillary reservations is the future of hospitality.
The conversation explores the industry's push toward a truly connected guest journey, the importance of consolidating hotel technology, and why accurate data is the foundation for AI-driven innovation. Shawn also offers valuable advice for hoteliers navigating vendor fatigue, emphasizing the importance of cultural alignment and customer-focused product development.
In this episode, you'll learn:
Why RealTime Reservations acquired Stay and what it means for hotels
How a single checkout experience can transform the guest journey
The role of AI in hospitality—and why clean data comes first
Strategies for reducing tech stack complexity and vendor fatigue
What's next for Real Time Reservations and the future of hotel technology

Watch the FULL EPISODE on YouTube: https://youtu.be/kmsMEf2QlCg

Links:
Shawn on LinkedIn: https://www.linkedin.com/in/shawn-tarter-221b52b2/
RealTime Reservation: https://www.realtimereservation.com/
For full show notes head to: https://themodernhotelier.com/episode/298
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.
6 min
June 26#297: The Importance of Connecting & Security Your Hotel's Technology Systems | with Rodd Herron
In this special HITEC edition of The Modern Hotelier, David Millili and Steve Carran sit down with Rodd Herron, Regional Sales Director at Sirma, to discuss how hotels can move beyond disconnected technology systems and prepare for the future of AI.
Rodd explains why fragmented hotel tech stacks continue to challenge operators and how integrating data across PMS, POS, spa, golf, and other systems creates a more unified guest experience. The conversation also explores practical strategies for implementing AI without unnecessary complexity, why security and compliance should be part of every AI conversation, and how hotels can avoid costly mistakes by taking a thoughtful, phased approach.
Whether you're evaluating AI for the first time or looking to connect your existing technology ecosystem, this episode offers valuable insights into building a smarter, more connected hospitality operation.
In this episode, you'll learn:
Why disconnected hotel systems remain a major operational challenge
How AI can unify data across multiple hotel platforms
The importance of security and compliance in AI adoption
Why planning and starting small leads to better AI implementation
How Sirma helps hotels integrate technology and future-proof their operations
Watch the FULL EPISODE on YouTube: https://youtu.be/I4WSbmAVycg

Links:
Rodd on LinkedIn: https://www.linkedin.com/in/rodd-herron-28186a1/
Sirma: https://sirma.com/
For full show notes head to: https://themodernhotelier.com/episode/297
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.
7 min
June 26#296: Giving Hoteliers Flexibility to Build Their Ideal Tech Stack | with Philip von Ditfurth & Florian Montag
In this special HITEC edition of The Modern Hotelier, hosts David Millili and Steve Carran sit down with Apaleo co-founder Philip von Ditfurth and SVP Revenue Florian Montag to explore the future of hospitality technology, AI, and open platform architecture.
The conversation dives into why Apaleo chose a composable, API-first approach long before it became an industry trend, how leading hotel brands are leveraging technology to improve both guest experiences and operational efficiency, and what hoteliers need to do today to prepare for the rise of agentic AI.
Philip shares lessons learned from building technology platforms across fragmented industries, while Florian offers a hotelier’s perspective on AI adoption, governance, and the importance of creating a future-ready technology foundation. Together, they discuss why flexibility, open infrastructure, and strategic technology decisions will define the next generation of successful hotel operators.
Key Topics Include:
The power of open APIs and composable hospitality technology
Why AI readiness starts with the right technology foundation
Lessons from innovative hotel brands like citizenM
Building a future-proof hotel tech stack
The balance between guest experience and operational efficiency

Watch the FULL EPISODE on YouTube: https://youtu.be/uBwm8n1ExM8

Links:
Philip on LinkedIn: https://www.linkedin.com/in/philip-von-ditfurth-1a570/
Florian on LinkedIn: https://www.linkedin.com/in/fmontag/
Apaleo: https://apaleo.com/
For full show notes head to: https://themodernhotelier.com/episode/296
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.
18 min
June 25#295: How Hotels Can Stay in Control in the AI Age | with Jesús Olivares Sánchez
In this episode, hosts David Millili and Steve Carran sit down with Jesús Olivares Sánchez to explore how hospitality is being reshaped by AI, data, and rapidly evolving guest expectations.
Jesús shares his journey from engineering and financial services into hospitality tech, eventually joining Amadeus, where he now focuses on connecting the hospitality ecosystem through data, distribution, personalization, and advertising. The conversation dives into how hotels can stay “discoverable” in an AI-driven world, the rise of agentic commerce, and why modern distribution strategies must balance control, relevance, and flexibility across multiple channels.

In this episode you’ll know about:
The biggest shifts shaping hospitality today, especially the rise of AI and changing guest expectations
How Amadeus is connecting data, distribution, and personalization across the hospitality ecosystem
What “AI discoverability” means for hotels and how it impacts direct bookings and distribution strategy
How agentic AI and new commerce models are changing the way travelers search, book, and experience travel
What hoteliers need to do now to stay competitive while modernizing their tech stack for the future
Watch the FULL EPISODE on YouTube: https://youtu.be/bAwJbUXbFsU

Links:
Jesús on LinkedIn: https://www.linkedin.com/in/jes%C3%BAs-olivares-s%C3%A1nchez-2313b16b/
Amadeus: https://amadeus.com/en
For full show notes head to: https://themodernhotelier.com/episode/295
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.
15 min
June 25#294: These 2 Things are the Foundation of a Great Guest Experience | with Branigan Mulcahy
In this special HITEC episode of The Modern Hotelier, hosts David Millili and Steve Carran sit down with Branigan Mulcahy, CEO and Co-founder of Virdee, to explore how AI and digital wallet technology are transforming the hotel guest experience.
Branigan shares insights into Virdee’s partnership with Apple and Google to bring hotel room keys directly into mobile wallets, eliminating many of the friction points associated with traditional digital key systems. The conversation dives into the future of contactless hospitality, AI-powered guest engagement, personalization at scale, sustainability benefits, and how hotels can balance automation with exceptional human service.
From seamless room access through Apple Wallet and Google Wallet to AI-driven guest communication and operations, this episode offers a glimpse into what the next generation of hospitality technology looks like—and why hotel operators should be paying attention.
Key Topics Covered:
Digital room keys in Apple Wallet and Google Wallet
Enhancing guest convenience and satisfaction
AI’s role in the hotel guest journey
Sustainability benefits of eliminating plastic key cards
The future of hospitality technology and guest experiences
Watch the FULL EPISODE on YouTube: https://youtu.be/46LegJqDHdQ

Links:
Branigan on LinkedIn: https://www.linkedin.com/in/branigan-mulcahy/
Virdee: https://virdee.ai/

For full show notes head to: https://themodernhotelier.com/episode/294
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.
14 min
June 24#293: A System that Actually Delivers Personalization & Improves the Guest Experience | with the Alliants Team
Recorded live from HITEC, Steve Carran sits down with the Alliant leadership team—CEO Tristan Gadsby, SVP of Customer Experience Andrew Pirret, and CRO Alberto Santana—to explore how technology is transforming the guest experience while keeping hospitality at its human core.
The conversation dives into Alliant's collaboration with Les Clefs d'Or, where concierge professionals are embracing AI and modern technology to enhance personalized service. Tristan shares how technology can make hospitality professionals "superhuman" by automating routine tasks and allowing them to focus on meaningful guest interactions.
Alberto discusses the untapped opportunity hotels have to better understand why guests are traveling, using a compelling World Cup travel scenario to illustrate how hotels can move beyond generic upsells and create memorable, emotionally connected experiences. The team also explores the importance of recognizing every guest on a reservation—not just the primary booker—and how doing so unlocks deeper personalization and increased revenue opportunities.
Andrew explains why digital wallets and contactless check-in technology have reached a tipping point, making travel smoother for guests while helping hotels overcome staffing and operational challenges. The discussion also highlights how Apple Wallet integrations are changing the way travelers manage their stays and interact with hotel brands.
Finally, Tristan shares how Alliant is leveraging agentic AI, guest data, and contextual intelligence to create smarter recommendations for guests and more efficient workflows for hotel teams. From AI-powered morning briefing agents to hyper-personalized guest engagement, the future of hospitality is becoming more connected, intelligent, and guest-centric than ever before.
In this episode, you'll learn:
How concierge teams are embracing AI without losing the human touch
Why understanding a guest's reason for travel matters more than ever
The hidden revenue opportunities in identifying all guests on a reservation
How digital wallets are reshaping the hotel guest journey
The role of agentic AI in delivering personalized hospitality at scale
Why data quality is the foundation of successful AI initiatives
Watch the FULL EPISODE on YouTube: https://youtu.be/pREGBac4jyA

Links:
Tristan on LinkedIn: https://www.linkedin.com/in/tristangadsby/
Alberto on LinkedIn: https://www.linkedin.com/in/mrsantana/
Andrew on LinkedIn: https://www.linkedin.com/in/andrew-pirret/
Alliants: https://www.alliants.com/

For full show notes head to: https://themodernhotelier.com/episode/293
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.
16 min
June 24#292: Connecting Data to Elevate Guest Experiences | with Jeff Bzdawka
In this special HITEC edition of The Modern Hotelier, hosts David Millili and Steve Carran sit down with Jeff Bzdawka, CEO of Hapi and a Hall of Fame inductee in hospitality technology. Jeff shares his unique journey from aspiring dentist to hospitality technology leader, reflecting on the experiences that shaped his career across Hyatt, Pegasus, TravelClick, Noland, and now Hapi.
The conversation explores the evolving relationship between hospitality and technology, with a deep dive into what it truly means for hotels to be AI-ready versus AI-enabled. Jeff explains why clean, connected, and actionable data is the foundation for successful AI adoption, the challenges of achieving the industry's long-sought 360-degree guest profile, and how hotels can leverage technology to create more personalized guest experiences.
They also discuss operational automation, payment processing innovations, the importance of data normalization, and the future of hospitality technology as the industry moves from AI experimentation to real-world implementation. Plus, Jeff shares insights from the HITEC show floor, leadership lessons from his Wisconsin roots, and his vision for the future of guest experience.
Key Topics Covered:
The intersection of hospitality and innovation
Why hotels must focus on data before AI
Payment automation and reducing operational friction
HITEC trends and the future of AI in hospitality
Leadership, culture, and industry transformation
Watch the FULL EPISODE on YouTube: https://youtu.be/4Dg2iO2DW3M

Links:
Jeff on LinkedIn: https://www.linkedin.com/in/jeffbzdawka/
Hapi: https://www.stayhapi.com/
For full show notes head to: https://themodernhotelier.com/episode/292
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.
24 min

About The Modern Hotelier

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Each episode we discuss industry trends, talk about new technologies, and speak to industry experts. All so that you, The Modern Hotelier, can succeed in a new age of hospitality.