In this episode, Steve and David sit down with Andrew Rubinacci, Chief Advisory Officer at FLYR, to unpack how AI and next-gen data systems are reshaping the hospitality industry. With a background spanning 35 years in commercial strategy, Andrew brings deep insight into why pulling reports for five hours a day is a thing of the past—and how hotels can now optimize rates, personalize experiences, and drive revenue in real time.

We dive into:

• Why legacy systems hold hospitality back
• How FLYR uses AI to optimize room pricing 24x a day
• The shift from tactical roles to strategic leadership in revenue management
• What makes BITAC unique for real business-building conversations
• The future of AI-powered guest experiences and seamless upselling

If you're in hospitality, tech, or just want to hear from someone who’s shaking up a traditional industry with bold ideas, this one’s for you.

Watch the FULL EPISODE on YouTube: https://youtu.be/MS7H5YKyP00

This episode is sponsored by FLYR: https://flyr.com/hospitality/

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Andrew on LinkedIn: https://www.linkedin.com/in/andrewrubinacci/
FLYR: https://flyr.com/hospitality/

For full show notes head to: https://themodernhotelier.com/episode/150

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

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, we're joined by Heather Knutson, Senior Vice President of Sales and Marketing at Ascent360, live from her very first BITAC Conference! Heather shares her candid journey from googling “what is a CDP?” to leading one of the most advanced customer data platforms in hospitality.

We dive into the real difference between a CRM and a CDP, how hotels can leverage guest data to deliver deeply personalised experiences, and why automation is the key to solving staffing shortages and boosting revenue. Heather also unpacks real-world strategies—from pre-arrival campaigns and spa upsells to retargeting wedding guests—that boutique and independent hotels can use to compete with the big players.

If you’re in hospitality and want to understand your guests better, boost direct bookings, and build loyalty without relying on outdated point systems, this one’s for you.

Key takeaways:

• What a CDP really is (and why it matters)
• Automation tips that free up your staff
• Personalisation done right: segmentation, dynamic content & "golden records"
• How to drive direct bookings and outsmart the OTAs
• The RFM score that could change how you treat your top guests

Watch the FULL EPISODE on YouTube: https://youtu.be/Azb5dawDu84

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Heather on LinkedIn: https://www.linkedin.com/in/heathersharpknutson/
Ascent360: https://ascent360.com/

For full show notes head to: https://themodernhotelier.com/episode/149

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

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, Steve and David sit down with Rich Viola, the visionary behind BITAC, for a heartwarming and eye-opening conversation about what makes business relationships actually meaningful.

Rich shares the 21-year journey of creating BITAC—from its accidental beginnings as an online news platform to becoming a culture-shifting conference experience that’s anything but traditional. He dives into how BITAC helps people go beyond business cards and LinkedIn connections, creating an environment where real friendships are formed, personal stories are shared, and even lifelong bonds are born.

From tales of serendipitous reunions to game night rivalries and heartwarming wedding celebrations, this episode is packed with stories that prove when you build relationships first, the business will follow.

Tune in to hear:

• Why assigned seating and small groups at BITAC are a game changer
• How Rich transformed a chance meeting into a decades-long friendship
• What makes BITAC feel more like a family reunion than a business event

Get ready to rethink what a conference can be—and maybe, just maybe, be inspired to make some music of your own.

Watch the FULL EPISODE on YouTube: https://youtu.be/OEdMlR29FJY

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Rich on LinkedIn: https://www.linkedin.com/in/rich-viola-690913b/
BITAC: https://bitac.net/

For full show notes head to: https://themodernhotelier.com/episode/148

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

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

What do luxury kitchens, global events, and linen-less tables have in common?

In this episode, Steve Carran and David Millili sit down with Andrew Moffett, Chief Brand Officer at Southern Aluminum, for a conversation full of passion, innovation, and a few surprises—like a deep dive into linen-less tables.

Andrew takes us on his unique journey from the kitchens of the Four Seasons to the boardrooms of hospitality's top innovators. With a background in culinary arts and years of experience leading global events for Marriott, Andrew shares how he’s now redefining meeting and event spaces through design, culture, and collaboration.

What You’ll Learn:

• How a chef’s mindset influences brand strategy and leadership
• Why linen-less tables are a game-changer for hotels and events
• The power of designing experiences (not just furniture)
• How customer collaboration fuels product innovation
• What’s next for Southern Aluminum—including tech-integrated podiums and mobile chef stations

Tune in now and let us know what resonated most. Watch the FULL EPISODE on YouTube: https://youtu.be/iwWeCKYFNNI

This episode is sponsored by Southern Aluminum: https://southernaluminum.com/

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
LinkedIn: https://www.linkedin.com/in/andrew-moffett-7a943711/

Southern Aluminum: https://southernaluminum.com/

For full show notes head to: https://themodernhotelier.com/episode/147

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

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 hosts Steve Carran and David Millili sit down with Charlie Osmond, the passionate and pioneering co-founder of Triptease. From leading a regiment in the British Army to founding multiple companies straight out of Oxford, Charlie’s journey is anything but ordinary.

We dive into:

• Charlie’s early days in the British Army and Oxford Yacht Club 🛥️
• His obsession with solving the frustrations of online hotel bookings
• The evolution of Triptease and its mission to help hotels take back control from OTAs
• The power of parity, personalised experiences, and why your booking engine might be holding you back
• How AI and no-code tools are changing the game for hoteliers

Plus, Charlie drops insights from thousands of hotel data points and dishes out practical advice you can implement today to increase direct bookings and elevate the guest experience.

👉 And don’t miss Charlie’s inside scoop on the upcoming Direct Booking Summit in Dallas!

Watch the FULL EPISODE on YouTube: https://youtu.be/nBCQyaxQh6g

This episode is sponsored by Triptease: https://www.triptease.com/

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Charlie on LinkedIn: https://www.linkedin.com/in/charlieo/
Triptease: https://www.triptease.com/

For full show notes head to: https://themodernhotelier.com/episode/146

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

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, we're looking back at the biggest hospitality headlines from March—joined by none other than Grey Raines, Managing Partner at Raines Company. Fresh off the Hunter Conference, Grey dives into everything from staffing shortages to hotel design trends and cruise-ship inspired stays.

We chat about:

• The ongoing labour crunch in hotels—and how flexibility and culture are key
• Airlines switching lanes: Spirit goes premium, and Southwest says goodbye to free bags
• Bleisure travel and how hotel lobbies are getting a serious glow-up
• Hotels partnering with cruise lines—and even taking to the skies with private jet experiences
• What’s new at Raines Company, including a fresh hotel opening in Greenville, NC

This is your one-stop-shop for insights, hot takes, and a glimpse into the future of travel and hospitality.

Watch the FULL EPISODE on YouTube: https://youtu.be/CvYBHy3PBjA

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Hotels still struggling with staffing shortages: https://usa.boutiquehotelier.com/staff-shortages-across-american-hotels/

Southwest ends free bags: https://www.cbsnews.com/news/southwest-airlines-ending-free-checked-bags-policy-many-passengers/

Spirit moves Premium: https://www.cnbc.com/2025/03/12/spirit-airlines-completes-financial-restructuring-exits-chapter-11.html

Hotels updating design for bleisure travel: https://hotelsmag.com/news/the-evolution-of-hotel-design-creating-spaces-for-work-leisure-and-community/

Hotels ride the cruise ship wave: https://www.costar.com/article/1339140196/us-hoteliers-try-to-ride-the-wave-of-surging-cruise-demand

Four Seasons Private Jet experience: https://www.travelpulse.com/news/entertainment/four-seasons-launches-private-jet-trip-inspired-by-the-white-lotus

What is new with Raines?: https://hotelsmag.com/news/rains-to-manage-hilton-garden-inn-greenville/

For full show notes head to: https://themodernhotelier.com/episode/145

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

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, David and Steve chat with Ilir Sela, the visionary Founder and CEO of Slice, a platform that empowers over 20,000 independent pizzerias and generates nearly $2 billion in sales.

Ilir shares his incredible journey—from growing up in a small town in Macedonia to moving to New York City and embracing the entrepreneurial spirit that built his career. He talks about his early ventures, the lessons he learned bootstrapping a business, and how Slice is bridging the digital gap for small pizzerias, ensuring they thrive in an online world.

We also dive into:

• The evolution from MyPizza to Slice
• The power of bootstrapping and how it shaped his leadership
• How COVID-19 accelerated growth and helped small businesses survive
• The importance of trust, culture, and doing the right thing

And of course, we had to ask—what’s his go-to pizza spot in NYC?
If you're passionate about entrepreneurship, small business success, and a great slice of pizza, this episode is for you.

Watch the FULL EPISODE on YouTube: https://youtu.be/g5S5-cTsZJc 

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Ilir on LinkedIn: https://www.linkedin.com/in/ilirsela/

Slice: https://slice.com/

Slice Youtube: https://www.youtube.com/@SlicePlatform/

For full show notes head to: https://themodernhotelier.com/episode/144

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

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, we sit down with Samuel Zats, co-founder and CEO of Craftable, a game-changing hospitality management platform. Sam shares his journey from working in his family’s café to founding a company that’s revolutionizing hotel and restaurant operations.

We dive into:

• The power of AI in streamlining hotel and restaurant management
• How automation is shaping the future of hospitality operations
• The biggest misconceptions about tech adoption in hotels
• What hoteliers need to do now to stay ahead in an evolving industry

With insights from his experience at McKinsey & Company and his background in Silicon Valley, Sam delivers a fresh take on how hotels can optimize their profitability, efficiency, and guest experience.

Don't miss this fascinating conversation on the future of hospitality tech!

Watch the FULL EPISODE on YouTube and let us know your thoughts: https://youtu.be/brVSJaWAFtg

This episode is sponsored by Craftable: https://info.craftable.com/lp/modern-hotelier

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Samuel on LinkedIn: https://www.linkedin.com/in/samuelzats/

Craftable: https://craftable.com/

For full show notes head to: https://themodernhotelier.com/episode/143

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

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, David and Steve sit down with Scott Eddy, one of the world's top social media influencers in hospitality, boasting over a million followers on X and Instagram. Scott’s journey is anything but conventional—he transitioned from investment banking to launching the first digital agency in Southeast Asia, and now he’s a full-time traveler, speaker, and industry leader.

We dive into:

• How hotels are marketing like it’s 2015—and what they need to do instead
• Why storytelling is the real key to success in hospitality marketing
• The brands that are getting it right—and the ones that are missing the mark
• The biggest mistakes hotels make with social media (and how to fix them)
• Scott’s insane travel stories, from 120 cruises to 85 countries 

Watch the FULL EPISODE on YouTube: https://youtu.be/-9jL7vc1qNU

This episode is Sponsored by 

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Website: https://www.mrscotteddy.com/

LinkedIn: https://www.linkedin.com/in/mrscotteddy/

Instagram: https://www.instagram.com/mrscotteddy/

X: https://x.com/mrscotteddy

For full show notes head to: https://themodernhotelier.com/episode/142

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

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

What if independent hotels could outsmart OTAs at their own game?

In this episode of The Modern Hotelier, we sit down with Tarun Goyal, the founder & CEO of Simplotel, to uncover how hotels can increase direct bookings by leveraging the same digital strategies as major OTAs. Tarun shares his journey from Amazon and Expedia to building a tech-driven hospitality powerhouse, helping independent hotels convert more visitors, personalize guest experiences, and maximize revenue.

Key Takeaways:

• How OTAs use personalization, and how hotels can do it too
• The must-have website features that drive direct bookings
• The biggest mistakes hotels make with their digital presence
• How speed, SEO, and engagement impact revenue
• Why hyper-personalization is the future of hotel marketing

Whether you're a hotelier looking to boost bookings, a tech enthusiast, or just curious about the future of hospitality, this episode is packed with game-changing insights. 

Watch the FULL EPISODE on YouTube: https://youtu.be/qtz_r2qUYbw

This episode is Sponsored by Simplotel: https://www.simplotel.com/

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Tarun on LinkedIn: https://www.linkedin.com/in/tgoyal/?originalSubdomain=in
Simplotel: https://www.simplotel.com/

For full show notes head to: https://themodernhotelier.com/episode/141

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

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