The Hotel Moment podcast

🎙 Creating memorable experiences isn't just about the ideas. It's about the execution. Shawn Jereb of Montage International reveals how they tackle the challenge of delivering consistent experiences across multiple touchpoints while keeping each property's local authenticity. 👉 Discover how to operationalize your experience strategy. #GuestExperience #LuxuryHospitality #HotelOperations #HotelMoment

Listen in as three industry leaders share their latest innovations... "There's no such thing as Black Friday anymore. It's basically the month of November." "What are our pillars? What are our key signature experiences that we want to push out? What is individualized by each property to make sure it remains local?" "Once you're a part of Dis-loyalty, there's no tiers, there's no points, just benefits." From Black Friday strategies to luxury experiences and revolutionary loyalty programs, this episode captures how hospitality continues to evolve. Join Karen Stephens as she reconnects with previous guests to explore what's changed and what's ahead in 2025. #HospitalityInnovation #HotelMarketing #GuestExperience #HotelMoment

📬 The Hotel Moment newsletter returns with our final edition of 2024! This month, we explore: ✨ Why points are pointless when it comes to building an attractive loyalty program with Marc Winchell, Corporate CRM at Pacific Hospitality Group 🎯 A special reunion episode featuring three industry innovators sharing their success stories 🎙 JC Thompson, GSD's timeless insights on coaching reservations teams during peak seasons Get the insights you wish you'd written down while listening. Your monthly digest of actionable takeaways is here. Subscribe for your monthly dose of hospitality innovation: https://lnkd.in/eUq6a6NE P.S. Know someone who should be featured on the podcast? The guest submission form is in the newsletter! #HotelMoment #Hospitality #HotelTech #Innovation

📝 Three hospitality innovators return to share their success stories! Catch up with: - Aaron Miller on transforming Black Friday into a month-long revenue driver - Shawn K Jereb on evolving luxury experiences for modern travelers - Carlo Del Mistro on growing "Dis-loyalty" into a global phenomenon From strategic planning to the guest experience to innovative loyalty, these leaders share what's driving success in today's hospitality landscape. 👉 Read the full article to learn how they're reshaping the industry. #HospitalityInnovation #HotelMarketing #LuxuryTravel #HotelTrends

🎙 Black Friday isn't just a day anymore, it's evolved into a month-long opportunity! Aaron Miller from Highgate shares the secret to their Black Friday success: preparation. Starting early and having campaigns ready by November 1st allowed them to strategically engage guests throughout the month. Plus, discover which day still drives peak bookings! (Hint: tradition holds strong!) 👉 Listen in for actionable insights on holiday campaign planning. #HotelMarketing #BlackFriday #DirectBookings #HotelMoment

In this special episode of Hotel Moment, host Karen Stephens, also Revinate’s CMO, reconnects with three past guests to dive into how their groundbreaking strategies have evolved: ➡️ Aaron Miller, VP of CRM & Digital at Highgate, unpacks the secrets behind their Black Friday success. ➡️ Shawn K Jereb, SVP of Revenue Management & Distribution at Montage International, explores the evolution of luxury experiences. ➡️ Carlo Del Mistro, Chief Digital Officer at Ennismore, shares updates on their revolutionary “Dis-loyalty” program. Join us for an exclusive look at how the hospitality industry is pushing boundaries and gearing up for 2025. 🚀 #HotelMoment #HospitalityInnovation #FutureOfTravel

🎙 Exciting news! We're bringing back three of your favorite Hotel Moment guests for an incredible update episode! Join Karen Stephens as she catches up with: Aaron Miller (Highgate) sharing what made their Black Friday campaigns successful Shawn K Jereb (Montage International) revealing how luxury hospitality continues to evolve Carlo Del Mistro diving into the phenomenal growth of Ennismore's innovative "Dis-loyalty" program 👉 Don't miss these fresh insights from three hospitality innovators! Check out the comments down below to find the link to the episode #HospitalityInnovation #LuxuryTravel #HotelMarketing #HotelMoment

🎙 New on the Hotel Moment blog — The art of coaching hotel teams. As we head into the busy holiday season, JC Thompson, GSD's insights on coaching reservation teams are more relevant than ever. Dive into our latest blog post exploring JC's unique approach to leadership development and why human connection remains vital in hospitality. In this deep dive, we explore: -> Why JC limits Pursuance to just 26 clients per year -> The power of positive feedback in building confident teams -> How to balance Human Intelligence (HI) with Artificial Intelligence (AI) -> Why simplifying criteria leads to better guest connections Read now to discover how focusing on genuine connections can transform your reservation team's performance. #HospitalityTraining #LeadershipDevelopment #HotelManagement #HotelPodcast

🎙 "In the first 30 days, I'm only looking for positive things." During the busy holiday season, reservation agents are under immense pressure - representing multiple properties, handling complex bookings, and facing potential secret shops. In this recast of Hotel Moment, JC Thompson shares his refreshing approach to coaching these vital team members. "People are harder on themselves than you're going to be on them anyway... I think the mistake leaders make is trying to do too much." Instead of overwhelming agents with a 5-point criteria, JC advocates for simplicity: focus on 2-3 positive elements and one key initiative that builds both conversion rates and confidence. 👉 Tune in to learn how simplifying feedback can transform your reservation team's performance! #HospitalityTraining #LeadershipDevelopment #TeamManagement #HotelMoment

🎙 "80% of callers just want affirmation they've made the right choice." In this timely recast of Hotel Moment, JC Thompson breaks down why hotels need both Human Intelligence (HI) and Artificial Intelligence (AI) during peak booking seasons. While guests do their research online, they call to hear a human voice confirm their choices. "The customer's already done the research... A lot of it is just affirming the choices that the customer has already made. And I just don't see AI doing that, at least in the next three years." As Karen notes: "The more it rolls out, the more people are going to want that human connection." 👉 Tune in to learn how to combine data-driven insights with authentic human connections! #HospitalityTech #GuestExperience #HotelTraining #HotelMoment