Show cover of Hotel Moment

Hotel Moment

The Hotel Moment podcast features insights and interviews with top players in the hospitality industry - across North America, Europe and Asia Pacific.

Tracks

No missed opportunities — prioritizing a data collection practice for every property | with Aaron Miller
In this episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, and Aaron Miller, VP of CRM, Digital at Highgate, explain why data collection isn’t something you can just pay attention to “sometimes.” Miller emphasizes that every property is a chance for hoteliers to see what data touchpoints provide the most value and which touchpoints could improve. Listen in to find out more about the work Highgate is doing to manage first-party data across their portfolio and how they are learning from vendor management and data collection to maximize revenue.
14:20 5/22/24
A first-party data relationship: an invitation to go deeper | with Evan Crawford
In this episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, and Evan Crawford, VP of Marketing at Pyramid Global Hospitality, reveal that collecting guest data isn’t just a transactional experience — especially when you’re collecting first-party data. Crawford explains that this data type opens an array of digital engagement opportunities to explore and go beyond surface-level guest communication. Listen in and find out how to use first-party data to your hotel’s advantage while imparting value to your guests along the way. You’ll also gain inspiration of how to leverage a variety of media channels like digital streaming.
14:43 5/8/24
Summer 2024 travel trends: Get prepared with us | a Revinate webinar
In this episode of the podcast, we're featuring a webinar from our sister series, Hotel Moment Deep Dive. Alise Deeb, Chief Revenue Officer of Dragonfly Strategists, and Revinators Jim Mangan, Solutions Engineer, and Melissa McMullin, Product Marketing Manager, dive into the latest insights and data for the upcoming season’s travel trends. Gain valuable comparisons between last summer’s patterns and the anticipated shifts for the upcoming months. Uncover actionable strategies for hoteliers to maximize opportunities and ensure readiness for the summer surge.
19:32 4/10/24
Revinate’s origin story and journey through innovation | with Co-Founder Marc Heyneker
In this episode of Hotel Moment, host Karen Stephens is joined by Marc Heyneker, Co-Founder of Revinate. Together, they explore Revinate’s full story, touching on how the company has maintained its core vision, grown through the trying times of the COVID-19 pandemic, and placed people at the center since day one.
19:07 3/27/24
Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler
In this episode of Hotel Moment, host Karen Stephens is joined by Revinate’s new CEO Bryson Koehler. Together, they discuss how he will take Revinate into its next chapter using data-driven technology, how AI is changing the hospitality industry, and how Revinate is keeping privacy a top priority.
23:11 3/12/24
Status update: how can hoteliers keep performance high in today’s economy? | with Greg Friedman
In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Greg Friedman, CEO of Peachtree Group, crack open the window to long-lasting financial performance for hoteliers. Friedman analyzes which metrics hoteliers should focus on, how to capitalize on demand drivers, and what ways to shift operations in response to changes in the market. Listen in, and discover how to unite your revenue and asset management teams to support your profit goals, while keeping guests happy in the process. You’ll also learn what to look for when investing in a new hotel or property.
33:39 3/6/24
Keep the spark alive in your guest relationships | with Brian Murphy
In this episode of Hotel Moment, host Karen Stephens is joined by Brian Murphy, the Group Customer Relationship Management Executive at Cliste Hospitality. Together, they explore the history of Cliste Hospitality, discuss how adaptability sustains success and builds resilience, and delve into leveraging AI to enhance the guest experience.
18:20 2/21/24
How to build and scale a value-driven loyalty program for your guests | with Ellis Connolly
In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Ellis Connolly, CRO of Laasie.ai, challenge the status quo of traditional loyalty programs and open up the idea of experience-led and value-based loyalty programs. Connolly shares his views on why loyalty should go beyond points. Instead, he advocates for serving guests with personalized rewards to help participation truly stick. Tune in to get a closer look at how your sales and marketing teams can go to market with strategies to promote loyalty programs that excite and actively engage guests across platforms.
32:17 2/7/24
How to make every guest touchpoint count and lead guest experiences with trust | with Andrew Ladd
In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Andrew Ladd, VP of Marketing at Noble Hotels & Resorts, go below the surface to discuss what it means to gain the trust of guests. Hoteliers are at a huge advantage when it comes to leveraging technology to gather data to better understand their guests, but Ladd reminds us that keeping in mind data privacy and security are equally important to that mission. Tune in for an eye-opening conversation on championing personalization to create experiences that guests will love and appreciate while making trust a priority to remain transparent in your brand’s operations.
23:41 1/17/24
A hotelier’s guide to unlocking the power of first-party data | a Revinate webinar
First-party data — ‌capture and launch. 🚀 As a hotelier, first-party data is at your fingertips. All you need to know is how to capture it and how to launch it with personalized campaigns to reach loyal guests and new‌ ones. Because it’s a big data world out there and the better you are at managing your data, the better you’ll be at targeting the right guests. Guests appreciate that personalization when they see it. 😉 In this episode #74 of the Hotel Moment podcast, we’re featuring a webinar from our sister series, Hotel Moment Deep Dive, titled “A hotelier’s guide to unlocking the power of first-party data.” Listen as Revinators Darya Subotka, Director of Customer Success, EMEA, and Dylan Cole, Managing Director, EMEA, help you champion a first-party data strategy to drive direct bookings for all your properties.
35:18 12/20/23
Recast: 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.
21:27 12/6/23
Modern and focused commercial strategy — what does it look like? | with Lori Kiel
In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Lori Kiel, Chief Commercial Officer of The Kessler Collection, break down the history of commercial strategy and how it’s traditionally been approached within hospitality. Kiel explains several ways technology acts as a vehicle to advance commercial initiatives while helping teams commit to one goal as compsets change. Tune in for inspiration on how to improve your commercial strategy and make it easy for guests to choose your hotel over any other. From driving traffic to your website to narrowing down guest segments — every team is part of a “commercial-first” mission.
35:40 11/22/23
Build intelligent operations and let data drive direct bookings | with Patrick Norton
In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Patrick Norton, VP of Sales and Marketing at Brittain Resorts & Hotels, discuss how building guest profiles is a journey — a journey hoteliers need to take if they want to reduce their reliance on OTAs and stay competitive. Norton also champions data-driven tech stacks, explaining why they not only prevent hoteliers from falling behind the competition but serve to support a more productive staff. Tune in to discover some key truths about what it takes to position your hotel as a data-driven property, and why learning as much as possible about your guests is foundational to increasing direct bookings.
24:41 11/8/23
Approachable luxury without losing touch with guests | with Shawn Jereb
In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Shawn Jereb, Senior VP of Revenue Management & Distribution, Montage International, take on the idea of “approachable luxury.” Jereb explains what it means and how technology has helped their hotel ensure every guest feels welcome, meets their needs, and exceeds expectations. Is your hotel ready to embrace luxury that attracts guests and builds long-term connections?
20:54 10/27/23
What does it take to create a winning revenue strategy? | with Caryl Helsel
In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Caryl Helsel, Founder and CEO of Dragonfly Strategists, dissect the parts of a revenue strategy to find out what makes one successful. Helsel stresses the importance of collaboration and testing so that teams can see what works and what doesn’t. If you’re looking to improve your revenue management strategy, tune in and find out how.
32:30 10/13/23
A recipe for thriving in multiple industries to deliver bespoke experiences | with Vinny Cuneo
In this week’s episode of the Hotel Moment podcast, Karen Stephens, Revinate CRO, and Vinny Cuneo, Vice President of Sales and Revenue Strategy at AutoCamp, dive into one of the hottest lodging trends: airstreams! Cueno details the steps to success for operating in both the hospitality and the outdoor industry and why departmental unity matters more than you think. Find out how to ensure your teams deliver consistent experiences, maximize guest preferences, and drive revenue.
21:19 9/29/23
Market, capture, and convert — driving full-funnel conversions | with Jason Pirock
In 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 a recipient of the Brand Innovators 40 Under 40 Midwest. We cannot wait for you to hear what he has to say!If you enjoyed this episode, make sure to subscribe, rate and review it on Apple Podcasts, Spotify, and Google Podcasts, instructions on how to do this are here.Links and resources:Learn more about Springboard Hospitality at: https://www.springboardhospitality.com/Jason Pirock: https://www.linkedin.com/in/jasonpirock/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 Fame
26:33 9/15/23
Recast: 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.oracle.com/industries/hospitality/cloud-platform/Oracle Marketplace: https://cloudmarketplace.oracle.com/marketplace/hospitalityOHIP: https://blogs.oracle.com/hospitality/post/ohip-introduces-state-of-the-art-streaming-api-and-rich-analyticsKaren 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 Media
40:15 9/1/23
The heart of hospitality
In 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 your hotel operations. Links: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 Media
28:44 8/18/23
Recast: 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 Media
38:01 8/4/23
Sharing memories: good food and good times
In 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/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 Media
32:23 7/21/23
The link between revenue management and the guest experience | with Heidi Cosio
In 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.revinate.com/podcast/Youtube: https://www.youtube.com/c/RevinateHotel Moment is presented by RevinateProduced, edited, and published by Make More Media
32:53 7/7/23
Level up your digital marketing and diversify your guest acquisition strategy | with Ross McAlpine
This 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://www.youtube.com/c/RevinateHotel Moment is presented by RevinateProduced, edited, and published by Make More Media
24:26 6/23/23
How an experiment to reduce dependency on OTAs drove direct bookings portfolio-wide | with Sunish Sadasivan
This 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/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 Media
41:37 6/9/23
Connecting brand story telling and guest loyalty | with Tom Luersen
In 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://www.revinate.com/podcast/Youtube: https://www.youtube.com/c/RevinateHotel Moment is presented by RevinateProduced, edited, and published by Make More Media
35:05 5/26/23
Unlock your potential and face the staffing shortage with technology | with Chip Rogers
In 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.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 Media
33:12 5/12/23
How to start implementing sustainability initiatives while staying true to your brand | with Billy Skelli-Cohen
This 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.com/c/RevinateHotel Moment is presented by RevinateProduced, edited, and published by Make More Media
19:41 4/28/23
Defining luxury and elevating hotel service | with Dr. Jeffrey O
This 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/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 Media
33:27 4/14/23
What can hoteliers do to stay grounded in their guest connections? | with Sean Dee
This 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 RevinateProduced, edited, and published by Make More Media
36:02 3/31/23
Tips for navigating the digital space while using data to delight guests | with Amanda Du
This 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 RevinateProduced, edited, and published by Make More Media
20:10 3/17/23