Hotel Moment

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Hotel Moment

Revinate

156 episodes

2 days ago

Welcome to the Hotel Moment Podcast, presented by Revinate, where we discuss how hotel technology shapes every moment of hoteliers’ experiences. Join us as we explore cutting-edge technology that is transforming the hospitality industry and hear from experts and visionaries who are shaping the future of the guest experience. The Hotel Moment podcast features insights and interviews with top players in the hospitality industry across North America, Europe, and Asia Pacific. Once a week, we speak with hospitality professionals who have a real sense of what it’s like to work in this industry and what the direction of travel and consumer trends mean for the world right now. Technology is changing the hotel industry faster than we know. Tune in to the show to discover more about how the latest developments in AI and other technologies are shaping hospitality, and enjoy hearing from our community of hoteliers.

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Welcome to the Hotel Moment Podcast, presented by Revinate, where we discuss how hotel technology shapes every moment of hoteliers’ experiences. Join us as we explore cutting-edge technology that is transforming the hospitality industry and hear from experts and visionaries who are shaping the future of the guest experience. The Hotel Moment podcast features insights and interviews with top players in the hospitality industry across North America, Europe, and Asia Pacific. Once a week, we speak with hospitality professionals who have a real sense of what it’s like to work in this industry and what the direction of travel and consumer trends mean for the world right now. Technology is changing the hotel industry faster than we know. Tune in to the show to discover more about how the latest developments in AI and other technologies are shaping hospitality, and enjoy hearing from our community of hoteliers.

Show more...

Episodes (20/156)

Hotel Moment

Winning the Holiday Rush: Last-Minute Moves That Convert | a Revinate webinar

In this special webinar episode, Anisha Yadav, Vice President of Customer & Product Marketing at Revinate, and Melissa McMullin, Product Marketing Manager at Revinate, are joined by Angela Berkley, Senior Director of Reservation Sales and CRM at CoralTree Hospitality, to share proven tactics for maximizing holiday season revenue. Angela reveals how CoralTree segments high-value guests for exclusive early access to cyber sales, implements creative incentive programs that motivate reservation teams, and recently generated six figures through a three-phase postcard campaign targeting loyal repeat guests. The conversation covers industry trends, including the experiential travel shift, food and beverage revenue growth, and practical frameworks for attribute-based upselling and package creation.

1 week ago

Hotel Moment

Service as a strategy: How to drive more revenue with frontline staff

In this episode of Hotel Moment, Karen Stephens sits down with Geoffrey Toffetti, CEO of Frontline Performance Group, a company serving nearly 3,000 hotels across major brands worldwide. Starting his career as a hotel valet and working through front desk and night audit, Geoffrey brings frontline experience to technology innovation. His platform combines learning management, analytics, and AI-driven coaching to help front desk agents increase upsells while improving service scores. From agents earning $100,000 annually to transforming skeptical veterans into top sellers, Geoffrey proves that investing in frontline performance creates wins for guests, employees, hotels, and owners alike.

2 weeks ago

30 minutes

Hotel Moment

From curiosity to conversion: Lead nurturing that drives direct bookings

What if lead nurturing was about building genuine relationships instead of just sending more emails? In this latest episode of Hotel Moment, Brenna Turpin explores why lead nurturing is more than automated follow-ups, it's the bridge between guest curiosity and direct bookings. With hotels seeing up to 50% higher conversion rates through nurture workflows, discover how human connection, storytelling, and strategic timing convert warm leads. Learn from JC Thompson's insights on emotional connection over scripted sales, The Ranch at Rock Creek's storytelling success, and how Evermore Resort generated 36% of monthly revenue through outbound call nurturing.

3 weeks ago

7 minutes

Hotel Moment

Why personalized guest experiences matter to Collared Martin Hospitality

In this episode of Hotel Moment, Karen Stephens sits down with Steven Rubin, CEO of Collared Martin Hospitality, a lifestyle boutique hotel company he founded in 2025 — managing over $1 billion in assets across sought-after destinations from Martha's Vineyard to Jackson Hole. With nearly three decades in hospitality and experience teaching at NYU, Steven shares his philosophy of "bringing back the soul of hospitality" through the voice channel, strategic CRM data use, and thoughtful touches like U2 albums for VIP guests. From recovering 17-room oversells to turning dissatisfied guests into loyal advocates, Steven proves that technology should enhance, not replace, human connection.

4 weeks ago

26 minutes

Hotel Moment

Winning the holiday rush: Breaking through the BFCM inbox | A Revinate webinar

In this episode of Hotel Moment, Anisha Yadav, Vice President of Customer & Product Marketing at Revinate, is joined by fellow Revinators Melissa Hsu, Sr. Director of Product Management, and Freya Craig, Sr. Customer and Product Marketing Manager. Melissa draws on her expertise in hotel technology, overseeing activation channels and pioneering new product features, while Freya shares actionable marketing strategies. The trio breaks down the secrets behind boosting email deliverability and guest engagement during Black Friday, Cyber Monday, and Travel Tuesday. With proven tactics like segmentation filters that drive 4x more direct revenue and AI-powered content tools, they demonstrate Revinate’s data-driven approach to maximizing holiday campaign success and setting the standard for personalized guest communications in hospitality

1 month ago

29 minutes

Hotel Moment

Building relationships through reservations: Insights from The Broadmoor

In this episode of Hotel Moment, Karen Stephens sits down with Sarah Stephens, Room Reservations Manager at The Broadmoor in Colorado Springs — the world's largest and longest-running Forbes Five-Star hotel. With 14 years of managing a 13-15 person reservations team, Sarah shares how the voice channel creates unforgettable guest experiences through personal connections. From surprising guests with Doritos and handwritten notes to generating nearly $1 million in outbound call revenue over three months, Sarah reveals how luxury hospitality thrives on listening, training, and human-to-human connections that technology can enhance but never replace.

1 month ago

22 minutes

Hotel Moment

Why personalization is the secret to mastering hotel upsells

In this latest episode of Hotel Moment, Brenna Turpin explores why personalization is critical for effective hotel upselling. With 91% of guests expecting personalized offers, discover the "right guest, right message, right time" strategy that drives ancillary revenue. Learn why attribute-based selling beats discounting, how Andronis increased upsell revenue by 600% year-over-year, and practical strategies for timing upsells that generate an average of $83 per booking confirmation email.

1 month ago

6 minutes

Hotel Moment

How mixing tradition and tech is shaping the future of Sacher Hotels | with Matthias Winkler

In this episode of Hotel Moment, Karen Stephens sits down with Matthias Winkler, CEO of Sacher Hotels, the family-owned luxury group behind Vienna's and Salzburg's iconic Hotel Sacher properties. Dating back to 1876, these hotels represent the epitome of Austrian hospitality tradition. Matthias shares how they compete with international brands by focusing on authentic experiences, strategic technology adoption, and maintaining their position as the only family-owned five-star hotels in both Vienna and Salzburg. From QR code menus with recipes to AI-powered multilingual support, discover how Sacher Hotels makes evolution happen without revolution.

1 month ago

24 minutes

Hotel Moment

Winning the holiday rush: Top trends and proven plays for BFCM | a Revinate webinar

In this webinar episode, Revinate experts Anisha Yadav, Sara Green, and Freya Craig share proven strategies for maximizing Black Friday, Cyber Monday, and Travel Tuesday performance. From industry trend analysis showing the shift toward domestic travel to real customer examples generating millions in revenue, this session covers data-driven tactics that avoid common pitfalls like panic discounting. Learn how personalization, value-based offers, and strategic timing can drive bookings while protecting brand integrity during the competitive holiday season.

2 months ago

34 minutes

Hotel Moment

How Swiss Deluxe Hotels redefines luxury hospitality with tech | with Wilhelm Luxem

In this episode of Hotel Moment, Karen Stephens sits down with Wilhelm Luxem, head of quality commission at Swiss Deluxe Hotels and former GM of the iconic Baur Au Lac hotel. With 50 years in luxury hospitality, Wilhelm shares his philosophy on technology adoption in five-star hotels, emphasizing that tech should always complement service DNA while staying in the background. From his experience with a seven-generation family-owned hotel to his insights on evolving guest expectations, Wilhelm offers valuable perspectives on maintaining luxury standards while embracing innovation.

2 months ago

23 minutes

Hotel Moment

How smart personalization wins loyalty

In this latest episode of Hotel Moment, we explore the balance between helpful personalization and invasive marketing. With 40% of US consumers expecting personalized experiences, discover how to segment guests effectively while respecting privacy. You also learn why clean data is essential for segmentation, how cultural targeting secured 200+ room nights for The Datai Langkawi, and why using three segment filters generates 2.6 times more revenue than two.

2 months ago

9 minutes

Hotel Moment

Personalizing the guest experience: Neil Braude's high-touch, high-tech approach

In this episode of Hotel Moment, Karen Stephens interviews Neil Braude, COO of Imperial London Hotels, a family-owned business operating for 187 years. Neil shares how they're modernizing seven central London properties through strategic technology adoption while maintaining their people-first philosophy. From implementing intuitive PMS systems to embracing AI for operational efficiency, Neil reveals how independent hotels can compete through innovation without losing the human touch that defines hospitality.

2 months ago

28 minutes

Hotel Moment

How to capture loyal guests in a tight market

In this latest episode of Hotel Moment, Brenna Turpin explores how to capture loyal guests during economic uncertainty. With travel demand slowing globally and RevPAR declining, discover why direct bookings and ancillary revenue are key to building loyalty, how 76% of customers prefer personalized brands, and the surprising influence kids and teens have on family booking decisions. Learn practical strategies to foster guest relationships that last without falling into the costly trap of increased OTA dependency.

3 months ago

5 minutes

Hotel Moment

Stop ignoring the phone: Why the voice channel is your hidden revenue channel | a Revinate webinar

In this webinar episode of Hotel Moment, Revinate's Jack Newkirk and Jason Wells team up with Dean Blackburn from French Lick Resort to demonstrate how the voice channel can become a hotel's most profitable revenue driver. Dean shares how they transformed reservation agents from order takers into sales professionals, improved call handle, and eliminated OTA dependency while doubling targeted campaign revenue. Learn practical strategies for data capture, employee retention, and turning every call into a revenue opportunity.

3 months ago

37 minutes

Hotel Moment

Building a hotel loyalty program for the modern guest

In this latest episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, explores why traditional points-based loyalty programs are failing modern travelers and how hotels can build experience-driven programs that actually create loyalty. Discover how Ennismore's "Dis-loyalty" program and CitizenM's subscription model are revolutionizing guest retention, plus learn about OTA winback strategies that convert third-party bookers into direct booking loyalists. With 40% of business travelers choosing loyalty programs for personalized experiences, it's time to rethink your approach.

3 months ago

8 minutes

Hotel Moment

How Hospitality America elevates guest experience through culture and data ownership

In this episode of Hotel Moment, Karen Stephens sits down with Ben Campbell, President and CEO of Hospitality America. With over a decade in hospitality and a values-driven leadership approach, Ben shares how his 20-hotel management company weathered Hurricane Helene in Asheville, North Carolina, and how they're revolutionizing decision-making through data consolidation. From emergency preparedness lessons to building AI-powered business intelligence systems, Ben offers insights on scaling operations while maintaining the company's core values of P.E.A.C.H.

3 months ago

26 minutes

Hotel Moment

How one hotel made $110K with cart abandonment campaigns

In this latest episode of Hotel Moment, we challenge the "it is what it is" mentality about cart abandonment that's costing hotels thousands in recoverable revenue. Discover how AutoCamp generated $110K+ in just three months with strategic cart abandonment campaigns, achieving an 11x ROI and 28% conversion rate. Learn why accepting cart abandonment as inevitable is a costly mistake and how the Direct Booking Mastery Certification can help you implement these game-changing recovery strategies.

4 months ago

3 minutes

Hotel Moment

Building better business relationships: From contracts to culture

In this episode of Hotel Moment, Karen Stephens sits down with Mandi Graziano, VP of Global Accounts at HPN Global and creator of the trademarked concept "Business Bedside Manner." With over 20 years in hospitality, Mandi shares her expertise on transforming contract negotiations from adversarial battles into strategic partnerships. From her passion for negotiation to insights on the evolving group meetings landscape, Mandi offers practical advice on building lasting business relationships while navigating the industry's staffing challenges and changing guest expectations.

4 months ago

27 minutes

Hotel Moment

From ghosted to booked: Cart abandonment recovery strategies that really work

In this latest episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, tackles one of hospitality's biggest revenue killers: cart abandonment. Discover how hotels can stop losing out on potential bookings and learn about proven automation strategies. You’ll hear real success stories like the one from Columbia Hospitality, and how the Direct Booking Mastery Certification can transform your approach to recovering lost bookings and driving direct revenue.

4 months ago

2 minutes

Hotel Moment

Why regenerative tourism is the future of hospitality

In this episode of Hotel Moment, Karen Stephens sits down with Aradhana Khowala, CEO of Aptamind Partners, a visionary leader in regenerative tourism development. With over two decades of experience across five continents, Aradhana challenges traditional tourism models and explores how the industry can evolve beyond sustainability to become regenerative. From her insights on AI-driven travel innovation to navigating geopolitical challenges, Aradhana offers a bold perspective on the future of hospitality and the urgent need for systemic change in how the industry operates.

4 months ago

28 minutes