The Modern Hotelier

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

The Modern Hotelier episodes

May 28#281: How to Turn Your Data into Hospitality Magic | with Josh & Dana Ellis
How are luxury hotels currently underutilizing guest data, and what opportunities are they missing?
In this episode, Steve Carran and David Millili sit down with Josh and Dana Ellis, co-founders of Abra, to explore how AI-powered personalization is transforming the guest experience in hospitality.
From luxury hotels in New York City and Maui to building one of hospitality’s most exciting AI startups, Josh and Dana share the story behind Abra and why they believe personalization is the future of guest loyalty. Dana brings firsthand experience from iconic luxury properties including Four Seasons, Peninsula Hotels, and Relais & Châteaux, while Josh combines expertise in AI, consulting, and mindfulness to help hotels unlock the power of guest data.
The conversation dives deep into:
How hotels can deliver true personalized service at scale
Why guest data is still one of hospitality’s biggest challenges
How team members—from housekeepers to bartenders—play a critical role in personalization
Why AI should empower hospitality teams, not replace human connection
The importance of creating memorable experiences that drive lifelong guest loyalty
Josh and Dana also share behind-the-scenes insights into building Abra inside a live hotel operation, preparing for the HITEC E20X startup pitch competition, and how hotels can create “hospitality magic” through better data and smarter technology.

Watch the FULL EPISODE on YouTube: https://youtu.be/7UfjHnd4LwQ
This episode is sponsored by Abra Hospitality

Links:
Dana on LinkedIn: https://www.linkedin.com/in/danasjaffe/
Josh on LinkedIn: https://www.linkedin.com/in/josh-ellis1126/
Abra Hospitality: https://abrahospitality.com/
For full show notes head to: https://themodernhotelier.com/episode/281
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.
54 min
May 26#280: NYU Incubator Winner: Clairdoc - Agentic Billing | with Bakhtawer Baloch
In this episode, hosts David Millili and Steve Carran sit down with 2026 NYU SPS Incubator winner and founder of Clairdoc, Bakhtawer Baloch, for a wide-ranging conversation on entrepreneurship, resilience, and building scalable AI solutions in complex industries.
From her early entrepreneurial spark selling stickers as a child in Pakistan to studying and building companies in New York, Bakhtawer shares how her journey across consulting, tech, and startups led her to identify a major inefficiency in healthcare billing: insurance claim denials. That insight became the foundation of Clairdoc, an AI-driven platform aimed at reducing administrative friction and improving revenue outcomes for clinics.
In this episode, you’ll learn about:
How Bakhtawer Baloch went from selling stickers as a child in Pakistan to building a tech startup in New York
The inspiration behind Clairdoc and the problem it solves in healthcare billing and insurance claim denials
Winning the 2026 NYU SPS Incubator and how mentorship shaped her pitch and growth strategy
Why she transitioned from service-based businesses to scalable AI product development
What’s next for Clairdoc as it expands across healthcare systems and specialties
Watch the FULL EPISODE on YouTube: https://youtu.be/luuWSO8DfJ8

Links:
Bakhtawer on LinkedIn: https://www.linkedin.com/in/bakhtawerbaloch/
Clairdoc: https://www.clairdoc.com/
For full show notes head to: https://themodernhotelier.com/episode/280
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
May 21#279: Increasing Hotel Profitability: Inside Asset Management | with Carmen Almos
In this episode, David and Steve sit down with Carmen Almos, Founder & CEO of Ashburton Hospitality, for a powerful conversation about resilience, entrepreneurship, and the evolving world of hotel ownership and asset management.
Carmen shares her remarkable journey—from growing up in South Africa and moving to Tennessee as a teenager, to discovering her passion for hospitality through her family's motel business. She opens up about lessons learned from navigating cultural transitions, surviving the 2008 financial crisis, and finding her way from finance and law aspirations into hotel ownership and asset management.
The conversation dives into:
What hotel asset managers actually do—and why ownership is one of hospitality’s most influential seats
Why should hotels use creative strategies to drive revenue and improve guest experiences?
The growing tension between hotel owners, operators, and brands
How AI’s impact on hotel operations and the future of hospitality
Plus, Carmen shares stories about her family's American dream, her father’s motel turnaround strategy, and why she believes self-advocacy is essential for success.
Watch the FULL EPISODE on YouTube: https://youtu.be/iDOFWvqSQvY

Links:
Carmen on LinkedIn: https://www.linkedin.com/in/carmen-a-581b02183/
Ashburton Hospitality: https://www.ashburtonhospitality.com/
For full show notes head to: https://themodernhotelier.com/episode/279
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.
44 min
May 19#278: Exploring the World of Boutique Cruises | with Azamara Cruises CEO Dondra Ritzenthaler
How does someone go from taking their very first flight after college to becoming the CEO of a world-renowned cruise brand?
In this episode, David Millili and Steve Carran sit down with Dondra Ritzenthaler, CEO of Azamara Cruises and recent recipient of the prestigious 2026 CLIA Hall of Fame Cruise Industry Award. From growing up in a small Texas town to becoming one of the most influential leaders in the cruise industry, Dondra shares her inspiring journey, leadership lessons, and passion for hospitality.
The conversation starts with a fun lightning round where Dondra reveals her love for football, scuba diving, and even a bucket-list dream of swimming with sharks in Australia. Then, the discussion dives deeper into her career path—from becoming a flight attendant after her very first plane ride to rising through sales and marketing leadership roles before ultimately leading Azamara Cruises.
Dondra shares insights into the power of teamwork, why travel advisors are vital to the cruise experience, and what drew her out of retirement to take the helm at Azamara. She also explains how Azamara’s boutique-style cruise experience differs from mega ships, offering destination immersion, longer stays, and authentic cultural experiences around the world.
The episode also explores evolving travel trends, the future of cruising, and Dondra’s advice for aspiring leaders—especially women—on embracing bravery over perfection and surrounding yourself with people who elevate your strengths.
In this episode, you'll learn:
How Dondra’s small-town upbringing shaped her leadership style
The value of teamwork and lifelong learning
What makes Azamara Cruises different from larger cruise lines
Why authenticity and culture are at the heart of memorable guest experiences
A fun, insightful conversation filled with leadership wisdom, travel inspiration, and a behind-the-scenes look into the world of luxury cruising.

Watch the FULL EPISODE on YouTube: https://youtu.be/TvkEzc3cbdM

Links:
Dondra on LinkedIn: https://www.linkedin.com/in/dondra-ritzenthaler-a09158406/
Azamara Cruises: https://www.azamara.com/home
For full show notes head to: https://themodernhotelier.com/episode/278
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.
31 min
May 14#277: Why (And How) This CEO Teaches Housekeepers to Read a P&L | Azim Saju & Josiah Mackenzie
In this special collaborative episode of The Modern Hotelier, recorded at the Hunter Conference with Josiah McKenzie of Hospitality Daily, we share a compelling conversation with Azim Saju, CEO of ARK Holdings.
Azim discusses his multi-faceted role in hospitality—from hotel ownership and third-party management to development, acquisitions, and renovations—and unpacks how culture, financial literacy, and technology are reshaping modern hotel operations.
In this episode, you’ll learn:
How ARK Holdings operates across management, acquisitions, development, and renovations
Why increasing financial literacy among frontline staff (including housekeepers and breakfast attendants) directly impacts hotel performance and valuation
How teaching team members, the “life cycle of a hotel” improves both business outcomes and personal financial well-being
The critical role of forecasting and labor modeling in driving profitability and long-term asset value
How culture and growth reinforce each other as a competitive advantage at ARK
This episode highlights a powerful shift in hospitality: moving from pure cost optimization toward education, empowerment, and long-term value creation.
Watch the FULL EPISODE on YouTube: https://youtu.be/qrF6xn9XJIA

Links:
Azim on LinkedIn: https://www.linkedin.com/in/azimsaju/
ARK Holdings: http://arkhospitality.com/
Josiah on LinkedIn: https://www.linkedin.com/in/josiahmackenzie/

For full show notes head to: https://themodernhotelier.com/episode/277
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
May 12#276: Building a Tech-Forward Hotel Brand | with Roman Pedan of Kasa
In this episode, hosts David Millili and Steve Carran sit down with Roman Pedan, the founder and CEO of Kasa, to discuss the future of hospitality, the role of AI in hotel operations, and how technology is reshaping the guest experience.
Roman shares his journey from immigrating to the United States from Ukraine to studying at the University of Pennsylvania and Stanford University, before building one of the hospitality industry’s most innovative tech-enabled brands. He dives into the inspiration behind Kasa, lessons learned from private equity at KKR and Walton Street Capital, and why he believes hospitality operators need tighter integration between technology and operations.
The conversation explores:
How AI is transforming hospitality operations and guest communication
The future of apartment hotels and flexible real estate
Why traditional hotel tech stacks are broken
The importance of balancing automation with human hospitality
Kasa’s acquisition of Mint House and the company’s rapid growth
If you're interested in hospitality innovation, hotel operations, real estate, or the future of travel technology, this is an episode you won’t want to miss.

Watch the FULL EPISODE on YouTube: https://youtu.be/n-j4XSvUyLA

Links:
Roman on LinkedIn: https://www.linkedin.com/in/roman-pedan/
Kasa: https://kasa.com/

For full show notes head to: https://themodernhotelier.com/episode/276
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.
51 min
May 07#275: Mastering Sleep: The Hotelier's Ultimate Differentiator | with Maura Zambarano
In this episode, hosts David Millili and Steve Carran sit down with Maura Zambarano, President of Mattress Concierge, for an honest and wide-ranging conversation about entrepreneurship, resilience, and the evolving role of sleep in hospitality.
From a lightning-round icebreaker revealing Maura’s calm-inducing superpower to a deeply personal story of unexpectedly taking over a company after tragedy, this episode explores how life experience, adaptability, and customer obsession can shape leadership in powerful ways.
Maura shares her unconventional journey—from studying economics at Colorado State after a last-minute major switch, to grassroots sales launching a sauce business out of a converted Airstream, to building a career in senior living and ultimately stepping into the hospitality world through Mattress Concierge. She also dives into what makes boutique hospitality unique and why sleep has become one of the most overlooked yet critical components of the guest experience.
The conversation highlights how boutique hotels are redefining comfort, why mattresses are a strategic investment rather than just a cost, and how personalization and wellness trends are shaping the future of hotel stays.
In this episode you’ll discover:
How Maura Zambarano unexpectedly became President of Mattress Concierge and rebuilt a company from the ground up
Why sleep is one of the most undervalued drivers of guest satisfaction in hospitality
What boutique hotels are getting right (and wrong) about the guest experience
The future of personalized sleep experiences in hotels, from pillow menus to wellness-focused rooms
Why durability and design matter more than ever when selecting hotel mattresses
Watch the FULL EPISODE on YouTube: https://youtu.be/2OX8QmpMmIw
This episode is sponsored by Mattress Concierge: https://www.mattressconcierge.com/

Links:
Maura on LinkedIn: https://www.linkedin.com/in/maura-zambarano-95403911/
Mattress Concierge: https://www.mattressconcierge.com/

For full show notes head to: https://themodernhotelier.com/episode/275
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.
35 min
May 05#274: How to Boost Hotel Profitability with Automated Room Pricing | with Chas Scarantino
In this episode, hosts David Millili and Steve Carran sit down with Chas Scarantino, CEO of RoomPriceGenie, to explore how modern revenue management is transforming the independent hotel space. From his early career in logistics and HVAC sales to leading global SaaS companies, Chas shares the experiences that shaped his leadership style and his passion for hospitality tech.
The conversation dives deep into the evolution of revenue management, the growing role of AI, and how independent hotels are now leveraging automation and data-driven pricing strategies once reserved for large chains. Chas also breaks down real-world pricing mistakes hoteliers make—and how smarter systems are helping them unlock significant revenue growth.
In this episode you’ll learn:
How Chas Scarantino’s background in logistics and global tech shaped his approach to leadership in hospitality SaaS
Why face-to-face sales experience still matters in a highly digital, AI-driven world
The biggest lessons from building and scaling startups across health tech, product analytics, and hospitality
How RoomPriceGenie’s Revenue Intelligence is helping hotels make faster, smarter pricing decisions in real time
Watch the FULL EPISODE on YouTube: https://youtu.be/fVQqGYwMBO0

This episode is sponsored by Room Price Genie: https://roompricegenie.com/

Links:
Chas on LinkedIn: https://www.linkedin.com/in/chas-scarantino-31a5673/
Room Price Genie: https://roompricegenie.com/

For full show notes head to: https://themodernhotelier.com/episode/274
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.
52 min
May 04#273: Young Workers Avoid Hotels, Travel Goes Local, Best Western Enters Glamping | April Hospitality Hot Topics
In this episode of The Modern Hotelier: Hospitality Hot Topics, hosts Steve Carran and David Millili are joined by Jennifer Olson, the Director of Commercial National Accounts, SERVPRO Team Zubricki, for a wide-ranging conversation on the biggest trends shaping hospitality today.
They dive into the growing concern around hospitality as a long-term career path for younger generations and discuss what the industry can do to attract and retain new talent. The conversation then shifts to the airline industry, unpacking the attempted American–United merger and what it signals about competition, consumer impact, and the future of air travel.
The trio also explores shifting travel behaviors, including the rise in domestic travel driven by geopolitical tensions and economic uncertainty, and what that means for hotels needing to elevate guest experience. From there, they break down the growing popularity of glamping and how major hotel brands are entering the outdoor hospitality space.
A timely, insightful episode packed with real-world hospitality trends, industry strategy, and behind-the-scenes stories you won’t want to miss.
In this episode, you’ll discover:
Why hospitality is struggling to attract younger talent—and what the industry can do to change that
What the attempted American–United airline merger reveals about competition and the future of air travel
How rising costs, geopolitical tensions, and uncertainty are reshaping travel habits and driving more domestic trips
How SERVPRO supports hotels in restoring operations quickly after catastrophic events
Watch the FULL EPISODE on YouTube: https://youtu.be/6S0HRgof9_8
Links:
Jennifer on LinkedIn: https://www.linkedin.com/in/jennifer-olson-a74651a0/
SERVPRO: https://www.servpro.com/

For full show notes head to: https://themodernhotelier.com/episode/273
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.
20 min
May 01#272: The Companies Supporting & Innovating Independent Hospitality | from the Independent Lodging Congress
In this episode, host David Millili brings listeners inside Indie Cultivate Boston, hosted in partnership with ILC.
David sits down with leading vendors and innovators including Airbnb, Watermelon Ghost, Direct Booker, Stash Rewards, Cloudbeds, Directful, and Canary Technologies. Across these conversations, a clear theme emerges: the independent hotel space is at a turning point driven by AI, evolving guest expectations, and the ongoing battle for direct bookings versus OTAs.
Guests discuss how AI is reshaping discoverability, guest engagement, and operations, while also raising critical questions about visibility in AI-driven search. From loyalty programs and retention platforms to booking infrastructure and guest experience tools, each guest shares how they’re helping independent hotels compete, differentiate, and thrive.
You’ll hear perspectives on:
How AI is changing hotel discovery and booking behavior
The future of direct bookings and OTA dependency
Experiential stays and evolving guest expectations
Why independent hotels have a unique opportunity in the AI era
Watch the FULL EPISODE on YouTube: https://youtu.be/wZUi1eIuS5A
LinkedIn Links:
Audrey Yates - VP of Hotel Partnerships, Stash Rewards
Adam Harris - CEO, Cloudbeds
Tim Kinsella - Global Sales - Strategy, Canary Technologies
Ron Sandel - Director of Hotels, Airbnb
Georgie Downie - Co-Founder & CEO, Watermelon Ghost
Lindsay Wenger - VP of Sales, Directful
Sanjay Vakil - Co-Founder & CEO, Direct Booker
Meg Gutowski - ILC

For full show notes head to: https://themodernhotelier.com/episode/272
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.
25 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.