Hotel Moment

In this special episode of Hotel Moment, Karen Stephens catches up with three previous guests to explore how their innovative strategies have evolved. Aaron Miller, VP of CRM and Digital at Highgate shares insights on Black Friday success, Shawn Jereb, SVP of Revenue Management & Distribution at Montage International discusses the evolution of luxury experiences, and Carlo Del Mistro, Chief Digital Officer at Ennismore provides updates on their groundbreaking "Dis-loyalty" program. Together, they offer a fascinating look at how different sectors of the hospitality industry are innovating and preparing for 2025.

In this recast episode of Hotel Moment, we revisit Karen Stephens' conversation with JC Thompson, Founder and CEO of Pursuance, about the importance of personal relationships in luxury hospitality. As hoteliers navigate the busy holiday season, JC's insights on balancing human intelligence with artificial intelligence and empowering reservation sales agents are more relevant than ever.

In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, takes a step back in time to revisit a few compelling conversations with past guests. As every hotelier knows and as our guests have taught us, all the direct bookings your hotel secures mean nothing if they aren’t data-driven. Not only does data collection matter, but how you apply that data in your guest communication is what sparks loyal guest relationships. Our guests tell us what happens when hoteliers get these two things right, and what happens when they don’t. Tune in and find out how to create a lucrative data strategy, so that guests choose you over OTAs with Adam Mogelonsky, Partner at Hotel Mogel Consulting, Jason Pirock, Corporate Director of Marketing at Springboard Hospitality, and Andrew Ladd, Vice President of Marketing at Nobel House Hotels & Resorts,

Join Karen Stephens and Marc Winchell, Corporate CRM at Pacific Hospitality Group, to explore how the Stay Golden loyalty program drives direct bookings through personalization rather than points. Learn actionable strategies for shifting business from OTAs, leveraging the voice channel, and creating memorable pre-arrival experiences that keep guests coming back.

In this recast episode of Hotel Moment, Karen Stephens, Chief Marketing Officer at Revinate, revisits a compelling conversation with Lori Kiel, now Senior Vice President of Revenue Management at Pyramid Global Hospitality. With over three decades of experience in hospitality, Lori shares invaluable insights on developing a commercial-first mindset, leveraging technology effectively, and breaking down organizational silos to drive success in modern hospitality. Note: This episode was originally recorded in 2023. Both Karen and Lori have since moved into new roles, but their insights on commercial strategy and hospitality management remain highly relevant to today's industry challenges.

In this episode of Hotel Moment, Karen Stephens sits down with Emily Goldfischer, Founder and Editor-in-Chief of hertelier, an online platform dedicated to empowering women in hospitality. Emily shares insights from her journey in hospitality PR to journalism, and discusses how technology and mentorship are reshaping opportunities for women in the industry. With over 600 women interviewed since 2021, Emily offers valuable perspectives on achieving gender equality and fostering leadership in hospitality.

This 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 crucial role to play. It powers crucial components of our own tech stack. There is a limit, though, and we discovered that limit with this episode. We value conversations with real people. The reactions, insights, and warmth simply cannot be mimicked. The value of what we bring listeners week after week with the Hotel Moment podcast cannot be duplicated through an AI-powered tool. Take a listen and let us know if you share our opinion.  This episode is a complete overview of our voice guide, “The voice channel conversion playbook for hotels." It provides a high-level overview of topics within this guide, including stories from Revinate customers to inspire you. So tune in for a deeper look at how to maximize the power of the voice channel and appreciate the value of real conversations with real people on this podcast or in the conversations guests have with your reservation agents every day.

In 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. The two explore the factors that influence buying behavior this time of year and reveal why a detailed segmentation strategy can not only drive conversion but guarantee you’ll target the right guest at the right time with the right offer amid a crowded inbox. Tune in and determine if your email marketing strategy is ready for the holidays so that you can maximize deliverability and exceed your guest's expectations.

In this insightful episode of Hotel Moment, Bryson Koehler, CEO of Revinate, sits down with Jeff Jonas, CEO and Founder of Senzing. Jeff shares his extensive expertise in data management, entity resolution, and AI — discussing how these technologies are reshaping the hospitality industry. Tune in to discover how effective data management can drive more meaningful guest interactions and learn about the future of hospitality through the lens of decision intelligence.

In this milestone 100th episode of Hotel Moment, Karen Stephens is joined once again by Bryson Koehler, Chief Executive Officer at Revinate. Together, they explore how data is revolutionizing the hospitality industry. Bryson brings a wealth of insights, not only from his extensive experience at Revinate but also from his time at Intercontinental Hotels Group, where he played a pivotal role in pioneering data-driven decision-making in revenue and guest technology. The conversation highlights the evolution of Revinate, from its early days in guest feedback management to its current position as a leading Customer Data Platform (CDP) that powers direct bookings. As they celebrate this special episode, Bryson shares valuable advice on how hotels can optimize direct contributions through smarter use of guest data and much more. Tune in to hear all about how hotels can maximize their direct contribution through better use of guest data, and much more besides.

In this episode of the Hotel Moment podcast, we're featuring a webinar from our sister series, Hotel Moment Deep Dive. In this webinar, Brian, Brent, and guest speaker Raul dive into effective outbound strategies for maximizing direct revenue in the hospitality industry. The team explore how hotels can leverage outbound calls, second-chance bookings, and email follow-ups to boost guest engagement and revenue. With a focus on practical advice and real-world examples, they highlight the importance of collecting guest data, utilizing automated marketing, and implementing proactive outreach to increase incremental revenue. Tune in to discover how these outbound initiatives can transform your business and elevate guest satisfaction.

In this latest episode of Hotel Moment, Karen Stephens sits down with Adam Mogelonsky, a Partner at Hotel Mogel Consulting Ltd. Adam delves into the pivotal role of Customer Data Platforms (CDPs) in revolutionizing hotel tech ecosystems, offering insights on how these tools streamline operations and enhance guest experiences. Discover how high-quality data can drive personalized marketing, improve email campaigns, and create a continuous feedback loop for refining hotel services. Tune in to explore the future of hotel tech, data-driven strategies, and the impact of seamless integration on delivering exceptional guest experiences.

In this episode of Hotel Moment, Karen Stephens sits down with Robbert Manussen, Area General Manager at Intercontinental Hotels Group in Taiwan. Robbert provides a fascinating look into how technology is reshaping the guest experience in modern hotels. From integrating voice control systems that cater to all ages to pioneering sustainable practices like replacing plastic bottles with eco-friendly alternatives, Robbert offers valuable insights into the intersection of technology, personalization, and sustainability. Tune in to discover how Intercontinental Hotels Group is leading the charge in hospitality innovation and learn practical strategies for leveraging technology to enhance both guest satisfaction and operational efficiency.

In this latest episode of Hotel Moment, Karen Stephens chats with Shannon Knapp, President and CEO of The Leading Hotels of the World (LHW). Shannon shares her deep insights from over 20 years in luxury hospitality, discussing how LHW empowers over 400 independent luxury hotels worldwide to maintain their uniqueness while leveraging global marketing, technology, and customer engagement strategies. Tune in to learn about the evolution of luxury hospitality, the importance of personalization in guest experiences, and how technology is transforming the industry.

In 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 revenue streams for your hotel.

In this episode of Hotel Moment, host Karen Stephens is joined by Patrick Norton, Chief Marketing Officer at Brittain Resorts & Hotels. Together they delve into the secret to direct bookings, the touch points for capturing consumer data directly, and the future landscape for Brittain Resorts & Hotels. Another vital element of this conversation is the role that AI technology plays in personalizing guest experiences, and how propelled growth at Brittain Resorts & Hotels.

In 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. Listen in and find out how your hotel can achieve record conversion rates and identify guest personas by grounding guest communication in personalization and segmentation with a CDP.

In 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.

Karen 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. Listen in to receive a masterclass in digital marketing, ranging from the importance of personalization for driving effective campaigns to the KPIs that matter across all of your digital channels.

In this episode of Hotel Moment, Karen Stephens flips the format and shares some of her own story while recapping insights from previous guests. Karen shares her background at Revinate and the importance of using technology to drive revenue. With a new look and feel, the podcast explores technology, commercial strategy, and budgeting in the hospitality industry. Hotel Moment started during the COVID-19 pandemic and has been going from strength to strength since then.