Shows
Hotel MomentCelebrating a milestone: Hotel Moment breaks into the top 10Hotel Moment has been running for almost five years and is now ranking in the top 10 in the hospitality technology category on Apple Podcasts. This milestone reflects the conversations that matter to everyone in the hospitality industry. Karen Stephens, host of Hotel Moment and Revinate's Chief Marketing Officer, focuses on topics that drive success in hospitality, from optimizing NOI and understanding total RevPAR to leveraging customer data effectively and creating memorable guest experiences. The episodes are designed to provide actual insights that listeners can take away and apply to their hotel operations. The podcast features meaningful conversations with industry...2025-06-1901 min
Hotel MomentRevinate unplugged: Super user secrets & success stories | a Revinate webinarThis episode of Hotel Moment features a webinar from Revinate’s Hotel Moment Deep Dive series with Brent Sanders, Customer Education Specialist at Revinate, and Miranda Cubillas, Director of Reservations and Recreation at the Ojai Valley Inn. Drawing on nearly two decades of experience at the iconic California resort, Miranda shares how hoteliers can elevate reservation operations through a culture of excellence, experiential training, and strategic leadership.With Ojai Valley Inn’s offerings — including 307 rooms, a PGA-certified golf course, and a 3,200-square-foot spa — Miranda outlines the reservation strategies that support the property's high-touch guest service. The discussion covers how to build...2025-06-1842 min
Hotel MomentNavigating hospitality’s new normal: Leveraging Kalibri Labs data & Revinate’s insights for revenue growth | a Revinate webinarIn this insightful Hotel Moment Deep Dive webinar, Anisha Yadav, VP of Customer and Product Marketing at Revinate, joins Jennifer Hill, VP of Commercial Strategy at Kalibri Labs, to provide hoteliers with critical market intelligence and practical revenue optimization strategies.Jennifer presents fresh data from Kalibri Labs revealing how recent federal policy shifts have dramatically impacted hotel demand patterns in the US. With government room nights declining by 11% and corporate bookings softening, Jennifer demonstrates how these policy changes are creating new challenges and opportunities across different hotel segments and booking channels.The conversation then shifts to a...2025-06-1141 min
Hotel MomentHow technology is transforming hotel data security | with Matthijs WelleIn this insightful episode of Hotel Moment, Bryson Koehler, CEO of Revinate, engages in a thought-provoking conversation with Matthijs Welle, CEO of Mews, about the critical importance of data security in the hospitality industry. As technology continues to transform hotel operations, that same technology should keep up with the security challenges that hoteliers face.Together, they discuss:The evolution of hotel technology from legacy DOS systems to modern, integrated platformsHow cybercriminals have become increasingly sophisticated in their targeting of hotel systemsPractical strategies for protecting guest data, including single sign-on, two-factor authentication, and proper user access managementThe...2025-04-0929 min
Hotel MomentBuilding loyalty with the next gen: Hospitality for kids and teens | with Alicia Zur-SzpiroIn this thought-provoking episode of Hotel Moment, host Karen Stephens is joined by Alicia Zur-Szpiro, Co-founder and Creative Director of Wanderland London, a pioneering consultancy focused exclusively on kids and teens in the hospitality industry. Alicia brings her diverse background in game design, toy invention, and children's publishing to address what she sees as a significant gap in the hotel industry.Together, they discuss:Why the $850 billion kids and teens market remains largely untapped by hotelsThe critical importance of engaging with teens, who are often an "invisible guest segment" in hospitalityHow hotels can incorporate children and teens...2025-03-1227 min
Hotel MomentCulture is the beginning and the end of your hotel | with Agnelo FernandesIn this thought-provoking episode of Hotel Moment, host Karen Stephens is joined by Agnelo Fernandes, CEO of Cote Hospitality, a visionary leader with over two decades of experience in luxury hospitality and strategic growth. Agnelo takes us through his journey of transforming Cote Hospitality, an emerging hotel management company with deep roots going back over a hundred years as a family-owned business.Together, they discuss:How Agnelo has approached rebranding and repositioning Cote Hospitality for strategic growthThe crucial role of culture in building a successful hospitality organizationBalancing technological innovation with the human element that defines hospitalityStrategies...2025-03-0531 min
Hotel MomentGive guests an experience they can’t get anywhere else | with Kurt BjorkmanIn this engaging episode of Hotel Moment, Karen Stephens speaks with Kurt Bjorkman, Chief Operating Officer at The Ranch at Laguna Beach, about creating exceptional guest experiences and sustainable practices in luxury hospitality. Drawing from his fascinating background as a scuba instructor and his 14-year tenure at The Ranch, Kurt shares valuable insights on:How to create and deliver local experiences that guests can't get anywhere else — from ocean activities to artisanal workshops The importance of authentic communication throughout the guest journey, including personalized pre-stay emails written by Kurt himself Their innovative sustainability initiatives with a revolutionary syst...2025-02-2628 min
Hotel MomentVoice of opportunity: Turning caller inquiries into revenue strategies | a Revinate webinarRevinarora, Melissa McMullin, Dominic Donatoni, and Jack Newkirk explore the untapped potential of hotel voice channel and its impact on direct bookings and guest experience.Together, they discuss:Why the voice channel is neglected, not dead, and why it should contribute 30-38% of a hotel’s businessHow 58% of guests call before booking, and why personalized interactions drive higher ADRThe importance of removing barriers for guests and reservation agents to boost conversion ratesHow the concept of Ikigai can reduce 200% turnover in reservation teams through career developmentA case study showing how small voice channel improvements recovered $1.2M in...2025-02-1944 min
Hotel MomentIf you’re willing to pay, we will give it to you | with Casper OverbeekKaren Stephens sits down with Casper Overbeek, Chief Product Officer at citizenM, to explore how the brand is revolutionizing guest loyalty and personalization in hospitality.Together, they discuss:citizenM's journey from 10 to 38 hotels across prime locations in Europe and the USThe development and success of their paid subscription loyalty program, which now has 45,000 active membersTheir groundbreaking approach to guaranteed availability and rate parityThe distinct differences between European and American preferences for personalizationHow technology enables better guest experiences while improving operational efficiencyThe role of continuous feedback in shaping guest experience improvementsListen in to...2025-02-1227 min
Hotel MomentDon’t be afraid to start from scratch | with Hans MeyerKaren Stephens sits down with Hans Meyer, Co-Founder and Managing Director of Zoku, about revolutionizing the hospitality industry through innovative design and community-focused spaces. Together, they discuss:Hans's journey from corporate hospitality roles to becoming a pioneer in hybrid hospitality conceptsThe inspiration behind Zoku, which came from interviewing 150 global nomads and experiencing the lifestyle firsthandHow Zoku's unique design combines living, working, and social spaces to combat the disconnection often felt by long-term travelersThe importance of food and beverage in fostering genuine community connectionsThe role of technology in design and guest experience, including their use of E...2025-02-0520 min
Hotel MomentFrom anonymous to appreciated — personalizing for repeat guests | with John BurnsKaren Stephens sits down with John Burns, President of Hospitality Technology Consulting, to explore the critical role of personalization in modern hospitality. With decades of experience helping hotels navigate technology and electronic distribution, John offers valuable insights into:The essential transition from anonymous guest interactions to personalized recognitionHow hotels can effectively select and implement technology solutionsThe role of staff training in delivering personalized experiencesAI's potential to filter complex guest data into actionable insightsStrategies for hotels hesitant to adopt new technologiesJohn emphasizes that while personalization is complex, it's not overcomplicated — it's simply essential in today's e-commerce wo...2025-01-2918 min
Hotel Moment2025 hospitality market outlook | with Jan Freitag from Costar GroupIn this insightful episode of Hotel Moment, Karen Stephens speaks with Jan Freitag, National Director of Hospitality Analytics at CoStar Group. Together, they explore:The 2025 market outlook, with projected RevPAR growth of 1.8% and the continued bifurcation between luxury and economy segmentsHow the "wealth effect" is driving unprecedented growth in luxury and ultra-luxury hotelsThe evolution of luxury travel from purely leisure to a mix of leisure, corporate, and group businessThe importance of total stay value versus just room revenueHow direct bookings and loyalty programs are reshaping revenue management strategiesThe impact of post-COVID work patterns on group bookings and...2025-01-2226 min
Hotel MomentNavigate AI with authenticity and preserve the human touch | with Evan CrawfordIn this insightful episode of Hotel Moment, Karen Stephens explores the evolving role of AI in hospitality with Evan Crawford, Vice President of Marketing at Pyramid Global Hospitality. As Pyramid implements new technology across their benchmark collection of independent hotels, Evan shares valuable perspectives on:How AI can augment rather than replace human interactions in hospitalityStrategies for turning vast amounts of data into actionable insightsThe importance of maintaining authentic communications in an AI-powered worldWays to leverage predictive analytics while preserving personalized guest experiencesThe challenge of consolidating data across multiple systems for better decision-makingWith over 60 independent...2025-01-1517 min
Hotel MomentIndustry experts predict key hospitality trends for 2025In this forward-looking episode of Hotel Moment, host Karen Stephens, Chief Marketing Officer at Revinate, brings together insights from industry leaders to explore key trends that will shape hospitality in 2025. The episode features perspectives from:Aaron Miller, VP of CRM and Digital at Highgate, discussing the return of hotels and the evolution of guest experiencesCarlo Del Mistro, Chief Digital Officer at Ennismore, sharing insights on hyper-personalization and the future of loyalty programsShawn Jereb, SVP of Revenue Management & Distribution at Montage International, examining group booking trends and pricing strategiesEmily Goldfischer, Founder and Editor-in-Chief of hertelier, addressing workplace flexibility...2025-01-0816 min
Hotel MomentRecapping Black Friday, the guest experience, and “Dis-loyalty”In this special episode of Hotel Moment, Karen Stephens reconnects with three industry leaders and previous guests to explore their latest innovations and successes:Aaron Miller, VP of CRM and Digital at Highgate, reveals how preparation and strategic messaging led to a successful Black Friday campaigns across their portfolio of nearly 90 independent hotels worldwide.Shawn Jereb, SVP of Revenue Management & Distribution at Montage International discusses their focus on creating distinctive experiences in the luxury space.Carlo Del Mistro, Chief Digital Officer at Ennismore, shares exciting updates about their "Dis-loyalty" program, which has grown to include over 100 properties...2024-12-1817 min
Hotel MomentRecast: How well are you coaching your hotel teams? | with JC ThompsonIn this recast episode of Hotel Moment, we revisit a compelling conversation between Karen Stephens and JC Thompson, Founder and CEO of Pursuance. Originally recorded after NAVIGATE Miami, the episode explores how personal relationships remain crucial in luxury hospitality, even as AI becomes more prevalent. Since this conversation, JC has launched Pursuance.co, where hoteliers can build their own revenue optimization and human intelligence workshops.Together, they discuss:Why the voice channel remains vital for hospitality, especially during peak seasons like Christmas and New Year'sThe importance of data-driven approaches combined with human connection in coaching agentsHow...2024-12-1127 min
Hotel MomentTwo things hotels should get right every timeIn this special compilation episode of Hotel Moment, Karen Stephens draws from her previous guest conversations to highlight the two most fundamental elements of hotel success: data collection and application. The episode features three industry experts sharing their unique perspectives:Adam Mogelonsky, Partner at Hotel Mogel Consulting, explains why high-caliber data is the gateway to all good things at your hotel. He emphasizes how quality data enables hotels to understand the emotional drivers behind guest booking decisions and reveals why poor data can prevent hotels from executing effective one-to-one marketing.Jason Pirock, Corporate D...2024-12-0407 min
Hotel MomentStop losing loyal guests and take control of the guest journey | with Marc WinchellJoin 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 systemsHow first-party data enables personalized pre-stay communication that builds anticipationThe vital role of voice channel agents in competing with OTAs while building guest relationshipsCreating metrics that measure both commercial success...2024-11-2725 min
Hotel MomentRecast: Modern and focused commercial strategy — what does it look like? | with Lori KielIn this recast episode of Hotel Moment, we revisit an insightful conversation between Karen Stephens and Lori Kiel, whose roles have evolved since the original recording - Karen is now Chief Marketing Officer at Revinate, and Lori has taken on the role of Senior Vice President of Revenue Management at Pyramid Global Hospitality.Together, they explore:Lori's journey from reservations to becoming a champion of commercial strategyThe importance of breaking down silos between sales, revenue management, and marketingHow technology and data are reshaping the hospitality landscapeThe challenges and opportunities in digital transformationThe power of vulnerability...2024-11-2237 min
Hotel MomentWomen adapt technology to be hospitality's problem-solvers | with Emily GoldfischerIn this enlightening episode of Hotel Moment, Karen Stephens engages with Emily Goldfischer, Founder and Editor-in-Chief of hertelier, to explore the evolving landscape of women's leadership in hospitality. Emily shares her fascinating journey from PR professional to journalist and entrepreneur, highlighting how her experiences shaped her mission to spotlight and support women in the industry.Together, they discuss:Emily's transition from hospitality PR to founding hertelier, and how the platform has featured over 600 women since 2021The importance of flexibility and mentorship in advancing women's careersHow women are leveraging technology to solve industry challenges and enhance...2024-11-1321 min
Hotel MomentThe voice channel conversion playbook for hotelsThis week, on the Hotel Moment podcast, we are running an experiment. Today’s podcast was generated using an AI-powered tool. We fed the tool our content, played with the prompts, and landed on this episode. The world of podcasting is currently in the midst of a debate: “Are conversations crafted by AI-powered tools engaging? Are they on point? Convincing? And what extent will we go to in our search for efficiency?” We had a suspicion we wouldn’t be fans of AI-generated podcasts. After producing this episode, we are more convinced than before. AI has a cr...2024-11-0623 min
Hotel MomentBlack Friday and Cyber Monday: Winning email strategies for hotels | a Revinate webinarIn this week’s episode of the Hotel Moment podcast, we’re featuring a webinar from our webinar series, Hotel Moment Deep Dive. Revinators Bailey Yeats, Customer Education Specialist, and Maggie Stothart, Lead Email Marketing & Data Specialist, advocate for advanced preparation when it comes to email marketing if hoteliers want to achieve record ROI this Black Friday and Cyber Monday.Together, they cover:The importance of starting email marketing efforts early to maximize engagement and avoid deliverability issues.Key factors affecting email deliverability including sender reputation, list hygiene, and compliance with regulations.Best practices for manag...2024-10-3044 min
Hotel MomentThe difference decision intelligence makes | with Jeff JonasIn this episode of Hotel Moment, Bryson Koehler, CEO of Revinate, welcomes Jeff Jonas, CEO and founder of Senzing, for an in-depth discussion on data management and its impact on the hospitality industry.Together, they explore: The concept of data as a living organism and the challenges of data entropy in complex systemsThe critical role of entity resolution in enhancing customer experiences and preventing fraudHow real-time learning and machine learning are transforming decision-making processesThe potential of AI and large language models in hospitality, including their limitations and best practices Strategies for leveraging data to improve op...2024-10-2332 min
Hotel MomentHow to quiet the noise to hear your data speaking | with Bryson KoehlerIn this special 100th episode, Bryson Koehler returns to the Hotel Moment podcast for a deep dive into the transformative power of data in hospitality. In this insightful conversation with host Karen Stephens, Revinate’s CEO draws on his extensive experience, including his pivotal role in Revinate’s growth and his leadership at IHG, to highlight how data is reshaping direct bookings and enhancing guest experiences.Key topics covered include:The evolution of data-driven guest feedback and its impact on pricing strategies.The importance of Customer Data Platforms (CDPs) in unifying data for actionable outcomes.Overcoming industry chal...2024-10-1627 min
Hotel MomentSuccessful outbound strategies to maximize direct revenue | a Revinate webinarIn this episode of the Hotel Moment podcast, we're featuring a webinar from our sister series, Hotel Moment Deep Dive. In this webinar, we hear from Brian Stinemetz, Client Success Manager at Revinate, Brent Sanders, Sr. Customer Education Specialist at Revinate, and guest speaker Raul Martinez from AmbienteTM Sedona. As they explore successful outbound strategies for maximizing direct revenue, they discuss:The critical role of capturing and following up on non-booked leadsHow outbound calling can significantly increase incremental revenueThe importance of effective email capture for ongoing guest engagementReal-world success stories from AmbienteTM Sedona's implementation of outbound strategies...2024-10-0222 min
Hotel MomentGet granular with your data and future-proof your marketing with a Customer Data Platform | with Adam MogelonskyIn this thought-provoking episode of Hotel Moment, Karen Stephens sits down with Adam Mogelonsky, a Partner at Hotel Mogel Consulting Ltd, to uncover the transformative power of Customer Data Platforms (CDPs) in modern hospitality. Adam provides deep insights into how CDPs are revolutionizing the way hotels manage their technology and data to enhance guest satisfaction and streamline operations.Tune in as they discuss:The role of CDPs in modern hotel tech: Adam explains how CDPs act as the central hub in a hotel’s tech ecosystem, simplifying integration and allowing for more effective management of guest da...2024-09-2532 min
Hotel MomentHospitality is like building bridges — you need the right tools | with Robbert ManussenIn this week’s episode of the Hotel Moment podcast, Robbert Manussen, Area General Manager Taiwan at IHG Hotels & Resorts, joins Karen Stephens, Revinate CMO, to share how he’s used technology to connect cultures and help hoteliers across three continents stay relevant in their respective markets. Robbert explains that facilitating a cohesive guest experience is like building bridges between guests and hotel teams, and it all starts with investing in the right technology that staff can train on. Tune in for an international perspective on how to best support hotel and regional culture by prioritizing technology tools and t...2024-09-1830 min
Hotel MomentGuests define what luxury means today | with Shannon KnappIn this episode of Hotel Moment, Karen Stephens sits down with Shannon Knapp, President & CEO of The Leading Hotels of the World, to explore the evolving luxury hospitality landscape and how independent luxury hotels can thrive in the modern era. Shannon shares her wealth of experience in the luxury travel space, shedding light on how her organization supports over 400 luxury hotels across 80 countries.Tune in as they discuss:The changing definition of luxury: Shannon reflects on how luxury has transformed over the past 20 years, from being hotel-defined to a much more personalized experience. Personalization at scale: T...2024-09-1125 min
Hotel MomentStart early: How to have an intentional budget season | with Joel MoralesIn this week’s episode of the Hotel Moment podcast, Joel Morales, CMO at Castlerock Asset Management, joins Karen Stephens, Revinate CMO, to offer a proactive approach to budget season – starting before August. Joel highlights the benefits of initiating budget planning as early as May or June, and how he’s seen sales and marketing departments align and collaborate with greater speed and efficiency. Tune in for a change in perspective when it comes to the timing of budget planning, and how you can leverage your brand, brand performance, and overall marketing strategy to drive conversion and open up more...2024-09-0425 min
Hotel MomentRecast: Build intelligent operations and let data drive direct bookings | with Patrick NortonIn this episode of Hotel Moment, Karen Stephens, Revinate CMO, and Patrick Norton, Chief Marketing Officer at Brittain Resorts & Hotels advocate for making a data-centered tech stack the foundation for guest communication to win back previous OTA bookers. Patrick also highlights the several use cases for guest history marketing to foster guest loyalty and continue building detailed guest profiles. Tune in for inspiration on how to attract guests to your brand and keep the data collection process flowing, providing more opportunities to personalize interactions and drive direct bookings. Other topics of discussion include:Patrick’s inspiring care...2024-08-2826 min
Hotel MomentMastering conversions: Crafting an omnichannel booking journey | with Jason Pirock and Adam MogelonskyIn this special episode of the Hotel Moment podcast, we’re featuring a webinar conversation recorded and published by Hospitality Net. Jason Pirock, Head of Marketing at Springboard Hospitality and Adam Mogelonsky, Partner at Hotel Mogel Consulting Ltd., investigate how a Customer Data Platform turns guest interactions into conversions on every channel — web, email, text, and voice. Jason explains why nurturing guest relationships becomes second nature with a CDP by enabling guest data application across key touch points in the guest journey.Together, they discuss: The different phases of the guest journey that are relevant to the booking proces...2024-08-2132 min
Hotel MomentBoutique hospitality and envisioning the guest experience from the ground up | with Bree BrostkoIn this episode of Hotel Moment, host Karen Stephens is joined by Bree Brostko, Chief Operating Officer and Head of Brand Strategy at Retro Hospitality. Retro is a boutique hospitality management firm with a focus on adaptive reuse properties, and Bree highlights the Hotel Fauna project in Bedford as a prime example of this. She also shares how Retro Hospitality uses email marketing and local partnerships to enhance the guest experience.Together, they discuss:Bree’s experience in the industry and how travel memories have influenced her perspective on building hotel brands.A memorable travel experience at th...2024-08-1425 min
Hotel MomentConnecting the data dots for an email channel powerhouse | with Renee MurrietaKaren Stephens sits down with Renee Murrieta in the latest episode of Hotel Moment. Renee is Founder of Show.Tell., a boutique, London-based hospitality marketing agency. Together, they discuss: How you can use data from one property to cross-sell and promote other properties in your collectionEfficient methods for personalizing campaigns for every segment of your customer baseThe importance of collating the data from all of your marketing channels to instruct your strategic decisionsAnd more!Discover the importance of personalization for driving effective campaigns and the KPIs that matter across all of your digital channels.Don't miss th...2024-08-0728 min
Hotel MomentMeet your host — talking Total RevPAR, NOI, the voice channel, and budget season | with Karen StephensIn this special episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, takes a unique approach by introducing herself and providing an in-depth history of the podcast and its evolution. The episode offers a retrospective view of how Hotel Moment began during the uncertain times of the COVID-19 pandemic as a platform for hoteliers to share stories and insights. Originally launched by Go Moment, the podcast was later integrated into Revinate's portfolio following the acquisition of Go Moment in 2021.Karen shares her journey with Revinate, highlighting her roles from Chief Revenue Officer to her current position a...2024-07-3123 min
Hotel Moment“Dis-loyalty” — Ennismore’s unconventional approach to guest loyalty | with Carlo Del MistroKaren Stephens sits down with Carlo Del Mistro in the latest episode of Hotel Moment. Carlo is the Chief Digital Officer at Ennismore, a leading hotel management company in London. Together, they discuss: Ennismore’s groundbreaking membership program, Dis-loyalty, which offers exclusive discounts on hotels and restaurants within their portfolio. The importance of data collection and leveraging technology in Ennismore’s strategyBuilding a single customer view to understand guest spending and travel habits.Ennismore’s openness to partnering with independent hotels that align with their brand and are interested in joining the dis-loyalty program.And more!Learn how...2024-07-2419 min
Hotel MomentIs NOI the only thing that matters? | with Joe PettigrewIn this episode of Hotel Moment, Karen Stephens speaks with Joe Pettigrew, the Chief Commercial Officer at EOS Hospitality. Together, they discuss: The importance of a strong commercial strategy and how it impacts the hospitality industry. Joe explains that a clear and simple vision is crucial for aligning all departments towards a common goal.The value of focusing on NOI as the ultimate measure of success rather than getting caught up in metrics like direct booking percentage or social media followers. How OTAs can be valuable partners, especially when used strategically to fill last-minute rooms or target spe...2024-07-1726 min
Hotel MomentHow well are you coaching your hotel teams? | with JC ThompsonIn this episode of Hotel Moment, Karen Stephens interviews JC Thompson, the Founder and CEO of Pursuance. Together, they discuss: The importance of personal relationships in the luxury hospitality industry and why AI can’t replace the real human connections that guests are looking for.How and why Pursuance focuses on deep-diving with a specific smaller sub-set of customers rather than spreading themselves more widelyWhy sharing personal stories and experiences is a more effective method of coaching than offering adviceJC is an expert in scaling businesses, having led operations strategy for three separate organizations whic...2024-07-1026 min
Hotel MomentHow to book revenue even when climate derails the guest experience | with Nick CavanaughIn this episode of Hotel Moment, host Karen Stephens is joined by Nick Cavanaugh, Founder and CEO of Sensible Weather. Together, they discuss: Automated reimbursement for bad weather affecting travel plansUse of advanced technology for weather prediction and customer reimbursementIntegration with booking platforms and hotel partnersAnd more!Nick Cavanaugh is a visionary leader at the forefront of climate finance and technology. With a background spanning climate science, data analytics, and finance, Nick brings a wealth of expertise to his role as Founder and CEO of Sensible Weather, a weather intelligence platform that uses advances in weather data, technology, an...2024-07-0322 min
Hotel MomentYour commercial strategy as an evolution and not a revolution | with Jennifer HillIn this episode of Hotel Moment, Karen Stephens interviews Jennifer Hill, the VP of Commercial Strategy at Kalibri Labs. Together they cover:Differentiating Commercial Strategy from Revenue Management - Commercial strategy is the integration of revenue, sales, marketing, e-commerce, digital, distribution, operations, and finance.Importance of Net Operating Income (NOI) in Commercial Strategy - Jennifer explains the significance of NOI as the profit left after expenses, emphasizing its direct impact on asset value and the need to understand the market demand for effective decision-making.Considering Profitability and Asset Value Alongside Revenue - Karen and Jennifer stress...2024-06-1916 min
Hotel MomentYou're capable of achieving more than you think: Going further with a direct booking strategy | with Kathleen CullenIn this episode of Hotel Moment, Karen Stephens interviews Kathleen Cullen, the Executive Vice President at PTG Consulting. Together they cover: The benefits of shifting marketing dollars from third-party bookings to direct booking strategies by investing in digital marketing and leveraging your customer databaseWhy hotels should collect and analyze data to understand customer feedback to enhance the guest experienceWhy the revenue professionals, sales team, marketing team, and front desk team must collaborateAnd much more!Kathleen is a hotel guru with over thirty years of experience helping a wide range of players in the hospitality industry create and deliver u...2024-06-0518 min
Hotel MomentNo missed opportunities — prioritizing a data collection practice for every property | with Aaron MillerIn this episode of Hotel Moment, host Karen Stephens is joined by Aaron Miller, Vice President of CRM & Digital at Highgate. Together, they explore: The ongoing dialogue between professionals in the marketing space and why conferences like NAVIGATE are so importantHow starting his career in operations at The Venetian prepared Miller to tackle all of the challenges his later career would throw at himThe expansion of Highgate’s international portfolio and how first-party data can still be a useful tool across unaffiliated independent hotelsIf you enjoyed this episode, subscribe, rate, and review it on Apple Podcasts, Spotify, and...2024-05-2214 min
Hotel MomentA first-party data relationship: an invitation to go deeper | with Evan CrawfordIn this episode of Hotel Moment, host Karen Stephens is joined by Evan Crawford, Vice President of Marketing at Pyramid Global Hospitality. Together, they cover: How to retain the strengths of independent properties while bringing them under the Pyramid marketing umbrellaWhy lowering the bar of engagement is crucial for gathering useful first-party dataPractical examples of how to follow potential new customers to where they are rather than waiting for them to come to youEvan Crawford is a strategic hotel marketer and thinker who's gathered an immense portfolio of experience in brand development across ten years with Pyramid H...2024-05-0814 min
Hotel MomentSummer 2024 travel trends: Get prepared with us | a Revinate webinarIn this webinar, we hear from Alise Deeb, Chief Revenue Officer at Dragonfly Strategists, Jim Mangan, a Solutions Engineer at Revinate and Melissa McMullin, Product Marketing Manager at Revinate. As they look ahead to the summer 2024 holiday season they discuss: Some key summer trends that hoteliers ought to be aware ofThe importance of capturing the attention and interest of those who call, but perhaps do not immediately bookWhich macro-economic factors need to be kept in mind when reacting (and taking care not to over-react) to emerging situations this summerHow important your reservations team is, and how you can best g...2024-04-1019 min
Hotel MomentRevinate’s origin story and journey through innovation | with Co-Founder Marc HeynekerIn this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, is joined by Marc Heyneker — Co-Founder and former CEO of Revinate, now Chairman of the board. Heyneker takes us back in time to share what technology was available for hoteliers in the early 2000s and why he felt compelled to fill the gaps in the hospitality industry. He also describes what it was like leading a global tech company through a global health crisis and how it ended up strengthening Revinate’s core mission to serve hoteliers. Listen in to learn more about how Revinate evolved...2024-03-2719 min
Hotel MomentRevinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson KoehlerIn this episode of Hotel Moment, host Karen Stephens is joined by Revinate’s new CEO Bryson Koehler. Together, they discuss: Bryson’s history with hospitality and RevinateHow hospitality is transitioning into the age of data and AIRevinate’s under-the-hood technology offeringsAnd more!With twenty years of experience in technology, including ten years at IHG, Bryson is poised to lead Revinate into its next chapter as the new CEO. He most recently served as Executive Vice President and Chief Product, Data, Analytics, and Technology Officer at Equifax and is a Board Member of Anywhere Real Estate. We are thrille...2024-03-1223 min
Hotel MomentStatus update: how can hoteliers keep performance high in today’s economy? | with Greg FriedmanIn this episode of Hotel Moment, host and Revinate's CRO, Karen Stephens is joined by Greg Friedman, the CEO of Peachtree Group. Together, they discuss: How investors build a portfolio of hotelsTheir demand-driver-focused strategiesThe recent change in interest ratesAnd more!Greg has over twenty years of hospitality experience with an emphasis on deal structure and financing. His business, Peachtree Group, is an investment firm with a particular focus on hotel venues, which they go on to manage in-house via their hotel management business. Their management portfolio is worth $2.5 billion, so it’s safe to say he knows a thi...2024-03-0633 min
Hotel MomentKeep the spark alive in your guest relationships | with Brian MurphyIn this episode of Hotel Moment, host Karen Stephens is joined by Brian Murphy, the Group Customer Relationship Management Executive at Cliste Hospitality.Join them as they: Talk about the history of Cliste HospitalityHighlight the importance of adaptability Discuss leveraging technologies, especially AIAnd more!Based in Killarney, Ireland, Brian Murphy is the Group Customer Relationship Management Executive at Cliste Hospitality, a team of specialists offering intelligent management to hotels, restaurants, bars & hospitality ventures in Ireland. Brian has extensive experience in various award-winning establishments, including the Muckross Park Hotel and Spa and Andaz London Liverpool Street. At Cliste, Brian tr...2024-02-2118 min
Hotel MomentHow to build and scale a value-driven loyalty program for your guests | with Ellis ConnollyIn this episode of Hotel Moment, host Karen Stephens is joined by Ellis Connolly, Chief Revenue Officer at Laasie.Join them as they: Explore curating loyalty programsHighlight the importance of zero-party dataDiscuss how to align sales and marketing for a solid commercial strategyAnd more!Based in Los Angeles, Ellis Connolly is the Chief Revenue Officer at Laasie, an AI loyalty platform for 2,100+ hotels, resorts, and vacation rentals. He further acts as Strategic Advisor for Hospitality Spotlight Recruiting, a top specialized recruiting firm for the lodging and travel technology industries, and Guest Lecturer at New York University’s Tisch Cen...2024-02-0732 min
Hotel MomentHow to make every guest touchpoint count and lead guest experiences with trust | with Andrew LaddIn this episode of Hotel Moment, host Karen Stephens is joined by Andrew Ladd, the Vice President of Marketing at Noble Hotels. Join them as they: Hear Andrew’s experience as a continuous learnerExplore Andrew’s approach to marketing and branding multiple hotels Identify how consumer data can help personalize the guest experiencesUnderstand how consumer trends have changed since the COVID-19 pandemicAnd more!Andrew Ladd, based in Kirkland, Washington, has twenty years experience in hospitality, across venues and brands including RAR Hospitality, Whitney Peak Hotel, and Peppermill Resort Spa Casino. Today, he’s the Vice President of Marketing at Noble...2024-01-1723 min
Hotel MomentA hotelier’s guide to unlocking the power of first-party data | a Revinate webinarIn this episode of Hotel Moment, we head over to Revinate’s Darya Subotka and Dylan Cole as they host a webinar on the power of first-party data.Join them as they:Explore exactly what first-party data isExplain how to leverage first-party data to enhance marketing strategiesShare examples of successful customer campaigns any hotelier can learn fromAnd more!Darya Subotka is Revinate’s Director of Customer Success, EMEA. Dylan Cole is Revinate’s Managing Director, EMEA. Both are based in Amsterdam and have previous experience across North America, Asia, and Australia.If you enjoyed this episode, make s...2023-12-2035 min
Hotel MomentRecast: How the cloud can improve hotel operations (2022)This week on the Hotel Moment podcast, we revisit the conversation between Karen Stephens, Revinate’s CRO, and Matthijs Welle, CEO of Mews, after his recent shout-out on LinkedIn recognizing Revinate as the chosen CRM for many hoteliers. Thank you, Matthijs, for recognizing Revinate’s CRM expertise.Join in as they dive into cloud-based software. You’ll learn how moving to the cloud benefits your operations, simplifies data management, and helps you address the root cause of inefficiencies within your hotel.Links:Matthijs Welle: https://www.linkedin.com/in/matthijswelle/Mews: https://www.mews.com/enKare...2023-12-0621 min
Hotel MomentModern and focused commercial strategy — what does it look like? | with Lori KielIn this episode of Hotel Moment, host Karen Stephens is joined by Lori Kiel, Chief Commercial Officer at Kessler Collection and Commercial Thought Leader at Lori Kiel Productions.Join them as they:Explore Lori’s passion for commercial strategyDelve into Lori’s approach to commercial strategyHighlight the power of a commercial-first mindset for hospitalityLori Kiel, based in Orlando, Florida, has over thirty years of experience in the hospitality industry, across Turnberry and Associates, Lodgian, and the Kessler Collection. As the Chief Commercial Officer at Kessler, she oversees sales, revenue, and marketing and the topline strategies for the comp...2023-11-2235 min
Hotel MomentBuild intelligent operations and let data drive direct bookings | with Patrick NortonIn this episode of Hotel Moment, host Karen Stephens is joined by Patrick Norton, Vice President of Sales and Marketing at Brittain Resorts and Hotels.Join them as they:Explore the value of guest history for direct bookingsDiscuss touch points for capturing consumer dataShine a light on the future of Brittain Resorts and HotelsAnd more!Patrick Norton is a highly experienced hospitality professional, having checked into the industry at age fifteen. As the current Vice President of Sales and Marketing at Brittain Resorts and Hotels, his main focus areas are business and market development, market research and planning...2023-11-0824 min
Hotel MomentApproachable luxury without losing touch with guests | with Shawn JerebIn this episode of Hotel Moment, host Karen Stephens is joined by Shawn Jereb, SVP of Revenue Management & Distribution at Montage International.Join them as they discuss:Shawn’s experience of meeting celebritiesWhat is humble luxury, and why does it work? Leveraging technology for a seamless guest experienceThe sustainability drive at MontageAnd more!Shawn Jereb has a 30-year career in the hospitality industry and is an expert in revenue management. He has helped niche luxury hospitality brands like Belmond and Morgans to optimize revenues while managing the revenue management infrastructure, culture, strategy, and distribution. If you enjoyed this...2023-10-2720 min
Hotel MomentWhat does it take to create a winning revenue strategy? | with Caryl HelselIn this episode of Hotel Moment, host Karen Stephens is joined by Caryl Helsel, Founder and CEO of Dragonfly Strategists.Join them as they:Explore what guest mapping is and why it’s beneficialDefine a powerful revenue strategyShine a light on some successful revenue strategy transformations from across Caryl’s careerAnd more!Caryl Helsel is an experienced hospitality commercial and IT strategy leader with over thirty years of experience and leadership in the hospitality industry. She is currently the Founder and CEO of Dragonfly Strategists, where she and her team advise hospitality companies to optimize revenue through effective stra...2023-10-1332 min
Hotel MomentA recipe for thriving in multiple industries to deliver bespoke experiences | with Vinny CuneoIn this episode of Hotel Moment, host Karen Stephens is joined by Vinny Cuneo, Vice President of Sales and Revenue Strategy at AutoCamp.Join them as they:Delve into turning Airstreams into a hospitality experienceExplore what it truly means to bring luxury outdoorsDiscuss AutoCamp’s approach to sustainabilityGive advice for aligning marketing and sales teamsAnd more!Vinny Cuneo is a dynamic leader in revenue strategy, digital marketing, and sales. He is currently the Vice President of Sales and Revenue Strategy at AutoCamp, a modern hospitality experience helping to get people outdoors, and Field Station, a modern lodging brand fo...2023-09-2921 min
Hotel MomentMarket, capture, and convert — driving full-funnel conversions | with Jason PirockIn this episode of Hotel Moment, host Karen Stephens is joined by Jason Pirock, Corporate Director of Marketing at Springboard Hospitality.Join them as they:
Discuss everything that Springboard Hospitality encompasses
Highlight the importance of a top-tier website
Explain why you need quality content
Explore retargeting methods
Jason Pirock is the Corporate Director of Marketing at Springboard Hospitality where he oversees all integrated marketing strategy, customer acquisition, and growth through digital and traditional marketing efforts. He has over sixteen years of marketing experience across hospitality and retail and is...2023-09-1526 min
Hotel MomentRecast: Innovation and tech adoption in hospitality (2022)The hospitality industry sometimes seems to be behind the curve when it comes to technology.How can we in hospitality be more innovative and adopt technology with confidence?Fabricio Titiro, the Director of Product Management at Oracle, joins us to talk about just that. Oracle has always been one of the most innovative companies in our industry and Fabricio shares their newest offering, OHIP, which he calls an "enabler for innovation". Links:Fabricio Titiro: https://www.linkedin.com/in/fabriciotitiro/Oracle: https://www.oracle.com/Oracle Cloud PMS: https://www...2023-09-0140 min
Hotel MomentThe heart of hospitalityIn this week’s episode of the Hotel Moment podcast, we’re peeling back the layers to get to the heart of what makes this industry special. You’ll hear about pivotal moments in the careers of past guests as they highlight instances of true leadership or life-changing interactions with guests. These stories remind us of the community that is the foundation of hospitality, working together to create amazing experiences for guests and the people who serve them. Tune in and listen to encouraging perspectives that you can use to uplift your teams and improve...2023-08-1828 min
The Culture CodeThree Ways the CPO of Revinate Reinforces Company CultureShaping Company Culture at Revinate: An Inside Look with CPO Kelly BuchananIn today's episode, we delve deep into the vibrant culture of Revinate, a renowned software-as-a-service company known for its innovative guest-to-data platform in the hospitality sector. With over 400 "Revinators" spread across global offices, how does Revinate keep its core values intact and its culture thriving?Kelly Buchanan, Chief People Officer at Revinate, joins host Kevin Kruse to unpack the DNA of their company's culture. They touch on:Revinate's culture: Community, fun, and positive energyCEO Marc Heyneker's people-first...2023-08-0931 min
Hotel MomentRecast: Budget season from a hotelier's perspective | with Johnathan Capps (2022)Budget season is upon us.This week we get a hotelier's perspective. We talked to the CRO of Charlestowne Hotels, Johnathan Capps, about forecasting accurately, drilling down comp sets, and including tech adoption in budgeting.Links:Johnathan Capps: https://www.linkedin.com/in/johnathan-capps-78609011b/Charlestown Hotels: https://www.charlestownehotels.com/Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/hotelmomentpodcast/Youtube: https://www.youtube.com/c/RevinateHotel Moment is presented by RevinateProduced, edited, and published by Make More...2023-08-0438 min
Hotel MomentSharing memories: good food and good timesIn this week’s episode of the Hotel Moment podcast, we’re reflecting on memorable moments in hospitality. Our past guests share their favorite travel adventures and the hotels that made their trips extraordinary — welcoming them with open arms and exemplifying what exceptional guest service looks like. You’ll also find recommendations for cuisine around the world that you can look forward to trying on your next vacation.Discover what brings this industry together and how you can facilitate guest experiences that make memories.Links:Karen Stephens: https://www.linkedin.com/in/karenst...2023-07-2132 min
Open, Honest, and Direct: Stories from Powerful Leaders on What It Takes to Unlock Your Team’s PotenFeed The Hungry Team Members | Kelly Buchanan, CPO at RevinateWelcome to the Raising The Bar on Leadership Podcast! We're excited to have you joining us today as we welcome the very insightful Kelly Buchanan, CPO at Revinate, to the show. In this episode you will learn: How hungry team members can become Ambassadors for cultural growthWhy we should shift our focus from getting more people to cultural initiatives to the people that are showing upWise words from leaders and past experiences + more Kelly brings 20+ years of experience to her role as Chief People Officer at Revinate, where - as a proud boomerang hire - she oversees the team’s glob...2023-07-2033 min
Raising The Bar on LeadershipFeed The Hungry Team Members | Kelly Buchanan, Chief People Officer, RevinateWelcome to the Raising The Bar on Leadership Podcast!
We're excited to have you joining us today as we welcome the very insightful Kelly Buchanan, CPO at Revinate, to the show.
In this episode you will learn:
How hungry team members can become Ambassadors for cultural growth
Why we should shift our focus from getting more people to cultural initiatives to the people that are showing up
Wise words from leaders and past experiences + more
Kelly brings 20+ years of experience to her role as Chief People Officer at Revinate, where - as a pr...2023-07-2033 min
Hotel MomentThe link between revenue management and the guest experience | with Heidi CosioIn this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Heidi Cosio, Senior Vice President of Revenue Effectiveness at Aimbridge Hospitality, take a granular approach to analyzing your hotel’s revenue trends. Cosio also explains why a stellar guest experience often originates with a deep understanding of your ancillary offerings and pricing those appropriately. Links:Learn more about Aimbridge Hospitality at: https://www.aimbridgehospitality.com/Heidi Cosio: https://www.linkedin.com/in/heidi-cosio-20351386/Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revin...2023-07-0732 min
Hotel MomentLevel up your digital marketing and diversify your guest acquisition strategy | with Ross McAlpineThis week on the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Ross McAlpine, Director, CRM at EOS Hospitality, provide practical tips for targeting repeat guests at low cost. Spoiler alert: user-generated content plays a significant role. McAlpine also shares ways to use first-party data to personalize guest communication and encourage direct bookings. Links:Learn more about EOS Hospitality at: https://www.eoshospitality.com/Ross McAlpine: https://www.linkedin.com/in/ross-mcalpine/Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/podcast/Youtube: https://w...2023-06-2324 min
Hotel MomentHow an experiment to reduce dependency on OTAs drove direct bookings portfolio-wide | with Sunish SadasivanThis week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Sunish Sadasivan, Vice President of E-Commerce & Revenue Management at Chroma Hospitality, explore the unconventional decision to reduce their reliance on OTAs for a period of time. Sadasivan explains the shocking results and how hoteliers can implement aggressive strategies like this one to secure more direct bookings and connect with their guests. Links:Learn more about Chroma Hospitality: https://www.chromahospitality.com/LinkedIn: https://www.linkedin.com/company/chromahospitality/Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podc...2023-06-0941 min
Hotel MomentConnecting brand story telling and guest loyalty | with Tom LuersenIn this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Tom Luersen, President of CoralTree Hospitality, explain how brand storytelling breaks free from traditional hotel service and creates a more memorable guest experience. Luerson also shares why experimenting with hotel technology sparks innovation, which is essential for hoteliers within the industry, especially during times of economic downturn. Links:Tom Luersen: https://www.linkedin.com/in/tom-luersen-20839113/Learn more about Coral Tree Hospitality: https://www.coraltreehospitality.com/Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https...2023-05-2635 min
Hotel MomentUnlock your potential and face the staffing shortage with technology | with Chip RogersIn this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Chip Rogers, President and CEO of the American Hotel and Lodging Association (AHLA), reveal ways hoteliers can reframe their perspective of the staffing shortage to maximize opportunities to builder a stronger workforce. They also dive into the topic of sustainability within hospitality and why hoteliers should be tracking this trend in order to satisfy guests.Links:Chip Rogers: https://www.linkedin.com/in/william-chip-rogers/American Hotel & Lodging Association: https://www.ahla.com/hotelsactKaren Stephens: https://www.link...2023-05-1233 min
Hotel MomentHow to start implementing sustainability initiatives while staying true to your brand | with Billy Skelli-CohenThis week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Billy Skelli-Cohen, CEO of the Zien Group, take a look at the influence of sustainability initiatives in the hotel industry. They discuss green practices hoteliers can adopt while also revealing how sustainability is becoming a major focus for guests across the globe.Links:Billy Skelli Cohen: https://www.linkedin.com/in/billy-skelli-cohen/Zien Group: https://www.theziengroup.com/Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/podcast/Youtube: https://www.youtube.co...2023-04-2819 min
Hotel MomentDefining luxury and elevating hotel service | with Dr. Jeffrey OThis week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Dr. Jeffrey O, Chief Executive Officer at St. Justine, explore the concept of luxury in hospitality. Dr. Jeffrey offers a compelling perspective on how hotel technology as well as humble yet, exceptional service, are foundational elements of luxury. He also explains his obsession with the pursuit of luxury and how hoteliers can benefit from that same pursuit to create a stunning guest experience. Links:Dr. Jeffrey 0: https://www.linkedin.com/in/drjeffreyo/St. Justine: https://www.stjustinehotels.com/K...2023-04-1433 min
Hotel MomentWhat can hoteliers do to stay grounded in their guest connections? | with Sean DeeThis week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Sean Dee, Chief Commercial Officer at Outrigger Hospitality Group, uncover ways to strengthen guest relationships that go beyond simple messaging. They share specific examples of how to improve connections and act on guest feedback to ensure a quality experience.Links:Sean Dee: https://www.linkedin.com/in/deesean/Outrigger Hospitality Group: https://www.outrigger.com/Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/podcast/Hotel Moment is presented by RevinatePr...2023-03-3136 min
Hotel MomentTips for navigating the digital space while using data to delight guests | with Amanda DuThis week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Amanda Du, Head of Ecommerce at Penta Hotels, dive into the evolving digital landscape. They also reveal how technology creates opportunities to use guest data in emotionally intelligent ways to elevate the guest experience.Links:Amanda Du: https://www.linkedin.com/in/amanda-du/Penta Hotels: https://www.pentahotels.com/homepageKaren Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/podcast/Youtube: https://www.youtube.com/c/RevinateHotel Moment is presented by...2023-03-1720 min
Hotel MomentFocusing on inspirational women in hospitalityIn this week’s episode of the Hotel Moment podcast, we’re highlighting the women making a difference in the hospitality industry. Learn about the women our past guests have highlighted as particularly impactful and hear their inspiring stories.Listen in to hear how women are leading the charge in the workplace and initiating success for hoteliers around the world.Links:Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/podcast/Youtube: https://www.youtube.com/c/RevinateHotel Moment is p...2023-03-0318 min
Hotel MomentRealizing the benefits of technology for hotel operations | with Tobias KoehlerThis week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Tobias Koehler, Chief Commerical Officer at BIG MAMA Hotels, share how hoteliers can adopt technology to tap into new opportunities. Koehler also provides tools hoteliers can use to provide further education on digitization in hospitality. Links:Tobias Koehler: https://www.linkedin.com/in/tobiaskoehler/ BIG MAMA Hotels: www.bigmamahotels.comHSMA: www.hsma.deRemote Hotel: https://www.hsma.de/de/fachbereiche/technology/das-remote-hotel Backoffice Automation: https://www.hsma.de/de/fachbereiche/technology/backoffice-automatisierungKaren Stephens: https://www.lin...2023-02-1723 min
The Hotel Marketing Show19. The Power of Email Marketing for Hotels in 2023 with Dylan Cole from RevinateEmail isn't dead! In fact, it's far from it. And in 2023, it should be a pillar part of your marketing strategy. With so many different ways to use email, from nurture through to post-stay, growing your email list and communicating with your guests (and potential guests), there's a lot to learn for how to make the most of this channel. In this episode of The Hotel Marketing Show, we talk with Dylan Cole, Managing Director EMEA at Revinate about the power of email marketing for hotels in 2023. Plus, hear how hotel marketers are using email to test campaigns, convert...2023-02-0832 min
Hotel MomentRecognizing the value of travel powers unforgettable guest experiences | with Pete SamsThis week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Pete Sams, Chief Operating Officer at Davidson Hospitality Group, explore what compels guests to travel and how hotels can capitalize on this motivation to deliver an exceptional guest experience. Sams also sheds light on how creating a culture that supports hotel staff is critical in providing quality service. Links:Pete Sams: https://www.linkedin.com/in/petesams/Davidson Hospitality Group: https://davidsonhospitality.com/Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/podcast/Youtube: htt...2023-02-0326 min
Hotel MomentUnderstanding social group travel | with Philip BatesWhen it comes to travelers who take trips with social groups, hoteliers have had to make unique adjustments to ensure a quality guest experience.This week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Philip Bates, Managing Partner at TMC Group, take a look at the history of social group travel. They also explore how the industry’s increasing tech adoption has the potential to simplify challenges for this particular travel segment. Listen in to learn how to make smarter and more informed tech decisions to support all your guests. Links:Phil...2023-01-2021 min
Hotel MomentThat's a wrap: fun moments from this seasonTo end on a high note, we’ve pulled together all the laughs, jokes, and fun moments from this season’s episodes. We hope you enjoy. And be sure to subscribe so you can be notified when we start the new season in 2023!Links:Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/podcast/Youtube: https://www.youtube.com/c/RevinateHotel Moment is presented by RevinateProduced, edited, and published by Make More MediaIf you enjoyed this episode, don’t forget to subscr...2022-12-2003 min
Hotel MomentExceeding guest expectations by designing a unique stay | with Zachary SchwartzThis week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Zachary Schwartz, CEO of YAYS, talk about how it’s possible to leverage the same space to target different traveler segments and how aparthotels are transforming what guests think a stay can look like. You’ll also get insights into what travel trends Schwartz has seen since the start of the pandemic.Links:Zachary Schwartz: https://www.linkedin.com/in/zrschwartz/YAYS: https://www.yays.com/Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/po...2022-12-0226 min
Hotel MomentStarting a career in hospitalityThis week on the Hotel Moment podcast, we’re going back to one of the questions Karen Stephens, Revinate’s CRO, asks every guest: “How did you get your start in hospitality? And what was your first day like on the job?” Tune in to hear how past guests answered and to discover the value of humble beginnings.Links:Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/podcast/Youtube: https://www.youtube.com/c/RevinateHotel Moment is presented by RevinateProduced...2022-11-1807 min
Hotel MomentHow the cloud can improve hotel operations | with Matthijs WelleIt can be difficult to switch to a new way of doing things, but a different approach can completely transform your business. This week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Matthijs Welle, CEO of Mews, get into the details of how hoteliers can benefit from cloud-based software. Tune in to discover some cloud use cases and hear how Welle has seen hotels find success after upgrading their software. You’ll also find out how to leverage your data to dig into the root cause of underperformance....2022-11-0421 min
Hotel MomentHospitality from a global view | with Rob MangiarelliBecause guest expectations vary around the globe, hotel operations look a little different in every country. This week on the Hotel Moment podcast, Karen Stephens, Revinate’s CRO, and Rob Mangiarelli, President and COO at Atrium Hospitality, discuss how global travel impacted their views on hospitality. Listen in to find out why broadening your perspective and approach toward operations can lend to a more well-rounded guest experience. You’ll also find out how data collection is pivotal to revenue management and hear a refreshing take on budget season.Links:Rob Mangiarelli: https://www.linkedin.com...2022-10-2124 min
Hotel MomentTaking care of your staff to deliver exceptional guest experiences | with Paul HitselbergerFundamentally, the guest experience is at the core of hospitality. This week we talk with Paul Hitselberger, COO of First Hospitality as he delivers a compelling perspective as to why people are at the heart of this industry. We hear how Paul got his start in hospitality, and how that shaped his view toward hotel operations to value both staff and guests. Paul also shares insights on how to develop your guest experience strategy.Links:Paul Hitselberger: https://www.linkedin.com/in/paul-hitselberger-b987917/First Hospitality: www.firsthospitality.com Karen Stephens: https://www.l...2022-10-0722 min
Hotel MomentBudget season from a hotelier's perspective | with Johnathan CappsBudget season is upon us. This week we get a hotelier's perspective. We talked to the CRO of Charlestowne Hotels, Johnathan Capps, about forecasting accurately, drilling down comp sets, and including tech adoption in budgeting.Links:Johnathan Capps: https://www.linkedin.com/in/johnathan-capps-78609011b/Charlestown Hotels: https://www.charlestownehotels.com/Karen Stephens: https://www.linkedin.com/in/karenstephensrevinate/Podcast Page: https://www.revinate.com/hotelmomentpodcast/Youtube: https://www.youtube.com/c/RevinateHotel Moment is presented by RevinateProduced, edited, and published by Make More...2022-09-2338 min
Hotel MomentInnovation & tech adoption in hospitality | with Fabricio TitiroThe hospitality industry always seems to be behind the curve when it comes to technology. How can we in hospitality be more innovative and adopt technology with confidence?Fabricio Titiro, the Director of Product Management at Oracle, joins us to talk about tech adoption and innovation in the hospitality and travel industry. Oracle has always been one of the most innovative companies in our industry and Fabricio shares their newest offering, OHIP, which he calls an "enabler for innovation". We hope you enjoy this week's episode!Links:Fabricio Titiro: https://www.linkedin...2022-09-0940 min
Hotel MomentLabor trends, flexible scheduling, and creative staffing solutions | with Peter RicciA lot of people left the hospitality and travel industry during the pandemic. Either they were laid off, lost their jobs, or decided to take new ones in different industries. But, are they coming back? And if not, how do you replace those who left?Even though most of the industry seems to be returning to normal, staffing is still a big challenge for many hotels. Especially with the increasing openings for remote job opportunities and the fact that many roles in hotels require staff to be on property. How can you attract...2022-08-2638 min
Hotel MomentCautious optimism for the travel industry in late 2022 | with Noreen HenryDoes it feel like the travel and hospitality industry is finally getting back to normal?People are flying and traveling again, bookings have been increasing, and occupancy has been rising. ADR and RevPAR are even growing past 2019 levels. But there are economic storms brewing and that has some people in the industry worried.Noreen Henry, CRO at Sojern, joins the show to dig into some of the data and talk about some of the reasons to be cautiously optimistic heading into the end of this year. Enjoy this week's episode!Links:Sojern...2022-08-1217 min
スタートアップを調べてみた！Revinate：ホテル業界にもD2Cが少しづつ浸透してきている！？eコマースでいうShopifyの様にホテル予約でRevinateの存在感が出てきている。米国等ではOTA(オンライン・トラベル・エージェント)の手数料が高い事や顧客情報を取得できないケースもあり、小型ホテルではRevinateで顧客管理のデジタル化を進めるケースが増えているようです。2021-12-0113 min
Hotel MomentTammy Pahel on the evolution of managing a spa during the pandemic eraJennifer Suski is back!After a few months out, she is hosting the Hotel Moment podcast again.With a 4-month-old around (we're not telling if he made an appearance!), Jen sat down to chat with Tammy Pahel, VP of Spa & Wellness Operations at Carillon Miami Wellness Resort.Spas were high on the list of 'unsafe places' to visit during the pandemic. We all heard the notices. What did a wellness resort that relies on revenue from the spa do in that situation? Did they pivot? To do what?Technology and touchless...2021-10-2729 min
Hotel MomentMark G. Vincent on hospitality learnings after a year of being pushed to the limitThis week on the Hotel Moment podcast, we sat down with Mark G. Vincent, Chief Information Officer at Millennium Technology Group and CIO for Rosen Hotels & Resorts in Orlando. With over 25 years of experience, Mark has so much to share! He talks about the return of travel, streamlining processes, the staffing crisis, and tips to retain staff (hot tips here!). One important takeaway from Mark. (Spoiler alert): Spread kindness. What he means is that hotels and hotel staff are getting pushed to their limits. Something for us all to remember that next time we go...2021-10-1427 min
Hotel MomentDr. Romie Mushtaq on the "Busy Brain", workplace wellness, and mindfulnessDo you set reminders on your phone to take a break from your work? Do you have an alarm that reminds you to switch off and chill out?If that sounds familiar, you'll love this week's Hotel Moment podcast featuring "Everybody's homie, Dr. Romie"Dr. Romie Mushtaq is the Chief Wellness Officer at Evolution Hospitality (she got her nickname 'Everybody's homie' there) and a highly sought-after speaker and physician.She brings together neuroscience, integrative medicine, and mindfulness and is on a mission to transform the brain health of companies, leaders, and organizations.2021-09-1532 min
Hotel MomentMax Starkov on the need for innovation & technology in the hospitality industry1.73 million. The U.S. Bureau of Labor Statistics lists 1.73 million job openings in the hospitality and leisure industry.Too many jobs and no takers. What do we do as an industry?Max Starkov, a Hospitality & Online Travel Tech Consultant & Strategist has the answers. He talks with host Rey Rodriguez this week on the Hotel Moment podcast on what the labor shortage means for the industry.Max believes that the way out of the labor shortage is through innovation - in our hotels' business model, service delivery methods, and use of tech. And he...2021-09-0131 min
Hotel MomentTyler Lavin on how citizenM is disrupting the hotel industryHow many staff do you think it takes to run a 272 room citizenM hotel in Boston?If you guessed 7, you’re correct!This week on the Hotel Moment podcast, we chat with Tyler Lavin, VP of Development and Investment - North America, at citizenM hotels.Tyler explains how their company culture and innovative ideas contribute to citizenM's well-run hotels.We uncover what their company culture is really like, how they maintain it, and how they use tech to support it.What are some of citizenM's most innovative ideas? Tyler hi...2021-08-1032 min
Hotel MomentDavid Millili on hotels' adoption of techWhat did the first contactless elevator at a New York City hotel look like way back in 1995?David Millili knows. He was the GM at that New York hotel - opening it when he was in his mid-20s.As a hospitality tech veteran, he has chalked up a few firsts in his career so far. Ask him about the first booking engine and you’ll hear a story you won’t forget.This week on our Hotel Moment podcast, we talk with David Millili about hotels’ adoption of technology and how they should...2021-07-2230 min
Hotel MomentThe staffing crisis on the future of the hospitality industryChipotle set the standard high for restaurants by offering competitive benefits and career pathing. Will someone do the same thing for hotels? It may be necessary as hotels are trying to quickly ramp up and rehire staff, and are discovering that no one wants these jobs. This week on the Hotel Moment podcast, we revisit one of our most popular episodes - "Unlocking the Staffing Crisis".We got together with former hoteliers, front line staff, academics, and corporate managers to discuss the future of the industry and the current staffing crisis. Wil...2021-07-1528 min
Hotel Marketing Podcast118 - Breaking Down PPC And Email Trends From Google And RevinateThis episode is based on a vertical trends report produced by Google as well as Revinate’s latest email marketing trends study.
Also see our notes on last year’s study: https://www.fueltravel.com/blog/fuel-hotel-marketing-podcast-episode-98-takeaways-revinates-2018-global-hotel-email-marketing-report/2019-07-291h 05
techtalk.travelS02E05: Maarten Plesman | RevinateMaarten, CRO at Revinate, based in Amsterdam talks with Daniel about the evolvement of technology impacting the hotel industry today and how it may influence future trends. Offering some great perspective for the hotelier in today's current tech landscape.
Revinate provides hotels a comprehensive guest engagement platform to help them know and interact with their guests.
Chapters
0:46 Maarten's Background
2:44 Key market issues
7:02 Company evolution
11:23 Advice to the hotelier
17:11 Industry evolution
21:44 The future and Revinate2019-07-2425 minHotel Marketing Podcast98 - Takeaways From Revinate’s 2018 Global Hotel Email Marketing ReportEmail marketing is still the most effective way to drive direct booking business (if done correctly). The trouble is that a lot of hoteliers resort to spamming their list with nothing but discounts. The key to a successful email strategy is to play the long game. Don’t sacrifice long-term success for instant gratification. In this episode, we look at some recently released data from our friends at Revinate and give you the Fueligan spin on their findings.
SHOW NOTES:
https://www.fueltravel.com/blog/fuel-hotel-marketing-podcast-episode-98-takeaways-revinates-2018-global-hotel-email-marketing-report2018-11-021h 06
B2B NationRevinate: Transparent and Responsive MarketingCarrie Murphy is the Marketing Content Manager at Revinate, Hotel Operations, Marketing & Revenue Software. In this episode she shares her thoughts on what marketers can learn from the hotel customer feedback model, personalization, one-to-one marketing, and more!2016-03-2109 min