The Innovative Hotelier: Recent Episodes
HOTELS Magazine
Join the Innovative Hotelier Podcast for in-depth discussions with leading hospitality professionals covering the latest developments, innovations and best practices in the hospitality industry.
Todd Johnstone, CEO of Allbridge, offers advice for hoteliers on two paramount issues in today’s hospitality industry: data protection and cyber security. This informative conversation covers the differences between data that is collected, data that needs to be stored and data processing—and highlights why it is essential to conduct regular security audits to uncover potential areas of vulnerability, even if your property has never experienced a data security breach. Johnstone also stresses the importance of establishing protocols for detecting and responding to data breaches, and ensuring that policies are in compliance with the relevant data protection and privacy regulations.
Ariela Kiradjian is the co-founder & COO of The Boutique & Lifestyle Lodging Association (BLLA), an organization devoted to the independent boutique lodging and lifestyle space. In this episode, she talks about the challenges and competitive advantages of operating a boutique hotel, highlighting the differences between what a “true” boutique hotel is and a “boutique-inspired” brand. Kiradjian details the demographic lifestyle characteristics of the type of guest who favors boutique properties and explains how to provide the bespoke experience that they are seeking. She also discusses the booking behaviors of this traveler cohort and the importance of leveraging AI to compete with larger chains.
Performance across the hotel industry has been steady-to-brisk in the post-pandemic, high-interest-rate, inflationary world. But it differs state to state, city to city and block to block. In this episode of The Innovative Hotelier, Annie Fitzgerald, GM of The Westgate Hotel in San Diego, discusses recovery and renaissance in this SoCal market, with highlights including the return of group business and how to cash in on the plentiful amount of and convention business opportunities.
For Keir Weimer, founder of The Weekender Hotels, you can never have enough family time. That spirit carries through in his chain of rural resort properties, an ethos he discusses with host Robin Trimingham, along with the trend of a “return to nature.” Weimer also talks about the opportunities for creating a collection of bespoke properties and travel experiences using regional and small business association financing and how this works in a high-interest-rate market.
Trey Matheu and Christopher Baran of The Nemacolin resort in Pennsylvania discuss the business case and advantages of changing staffing models for luxury properties with host Robin Trimingham.
This broad-based conversation highlights the advantages, for example, of replacing the traditional front-desk team with a pre-arrival team that focuses on guest interaction and creating personalized itineraries designed to help maximize the resort experience.
Yannis Moati, CEO of HotelsByDay, and TJ Noble, senior director of key accounts and technology solutions for DerbySoft, chat with host Robin Trimingham regarding why hoteliers should rethink their attitude toward offering day rates.
This frank conversation discusses, among other things, marketing and operational challenges and also explains how technology can now make it possible to monetize hotel amenities, such as the pool, gym, spa and co-working spaces, to create scalable revenue for hotels.
David Eisen, editor-in-chief of HOTELS Magazine, chats with host Robin Trimingham, regarding the trend of consolidation and conversion within the hotel industry.
Recapping a year in which economic uncertainty and high interest rates made it extremely difficult to fund new construction, this conversation explores the many challenges of reinventing midscale hotel product in a way that satisfies both owner returns and guest experience expectations. In particular, Eisen points out that brands that focus on excelling at a couple of things, rather than trying to do too much, are those that will succeed the best.
Adam Harris, the co-founder and CEO of hotel management platform CloudBeds, chats with host Robin Trimingham, about the current state of the lodging industry and, specifically, the independent hotel segment.
Harris underscores the strength of independent hotels, postulating that they have outperformed brands post-pandemic and offers several trends currently dominating the independent space, including front-desk automation and the ongoing rise of blended travel.
Michael Kennedy, director of recreation and resort logistics at Sea Island Resort, chats with host Robin Trimingham about the importance of environmental stewardship and the wide range of eco-tourism initiatives and activities now available to hotel guests. Making the point that hoteliers have an opportunity to promote lessons in sustainability that can be carried forward for a lifetime, Kennedy equally demonstrates the business case for hotel-level sustainability.
Hospitality runs in the blood of Ryan Rivett, co-founder and CEO of My Place Hotels. His grandfather, Ron Rivett, founded the company, but is also well known as the creator of the popular, economy Super 8 brand, now under Wyndham Hotels & Resorts. In this wide-ranging discussion, he chats with host Robin Trimingham about many items within the hospitality space, including the opportunities associated with the hotel franchise operating model, breaking down, for instance, what each party to the agreement is responsible for. Rivett also offers advice for first-time franchisees and what to expect during each phase of the process.
Ivan Schwartz, director of consultant relations for audio-solutions provider AtlasIED, talks with host Robin Trimingham about diagnosing and resolving the different types of audio-quality issues found within a hotel’s public spaces and more.
He explains the difference between acoustic building materials and audio equipment and opportunities to leverage new technology. He also offers examples regarding how background music can be used to set the mood in a variety of different areas that can enhance the overall guest experience.
Abby Shehan, senior design director at Premier, talks with Robin Trimingham, host of The Innovative Hotelier, about AI technology and how it’s being used by architects and designers to support and streamline the creative process.
Stressing that AI tools enhance, but don’t replace human creativity, Shehan explains the various ways that it’s being applied to reimagine the way that humans interact with their surroundings and space, especially in a hospitality-driven environment. She also discusses the advantages of using AI to choose everything from colors and textures, to art and lighting installations, in order to attract and delight target customer groups.
Janine Marshall, general manager of London’s One Aldwych, and Benedetta Cassinelli, co-founder and CEO of The Considerate Group, speak with Robin Trimingham, host of The Innovative Hotelier, about greenwashing and the difference between simply claiming that your property has an environmental program in place and really controlling and reducing your carbon footprint.
Stressing that it is impossible to effectively reduce your CO2 emissions without first correctly collecting and analyzing carbon data, the discussion focuses on the variety of initiatives that hoteliers can put in place to control and reduce carbon emissions and what it is going to take to implemental a robust sustainability strategy to enable an environmentally friendly carbon-neutral operation in the years to come.
Ryan Haynes, lead consultant at hospitality consultancy Haynes MarComs Limited, talks with the host of The Innovative Hotelier, Robin Trimingham, about strategies for evaluating existing supplier relationships and how to go about sourcing new vendors to improve operational efficiency, which can increase the quality of the guest experience.
Highlighting the importance of considering not just what a vendor supplies a property, but also whether these products and services are meeting the needs of the employees and guests in the best way possible, Haynes makes recommendations for evaluating the types and levels of support that a vendor offers. He also points out that it is equally important to understand how a vendor intends to keep pace with the rapid rate of change currently taking place within the global hospitality and tourism industry.
In this episode we talk with Martin Reichenbach, Founder & CEO of Apaleo, about Composable Hospitality Software, or MACH, that uses third-party plugins to achieve many of its core functions rather than trying to be an all-in-one software package. It claims to offer a superior experience and more flexibility at a lower adoption capital cost. Given its rapid adoption, hoteliers seem to agree. Today, we’re speaking with Martin Reichenbach, founder and CEO of Apaleo, to explore Composable Hospitality Software and why it’s becoming more popular.
Chris Osaka, CEO of Tomu Inc., chats with host Robin Trimingham about the myriad benefits of modular hotel construction and why embracing a sustainable approach not only aligns with global low-impact environmental goals, but also considers the life cycle of the building.
Florence Li, director of international sales & marketing at Songtsam Hotels & Resorts, is focused on how to create a truly transformative travel experience. Here, with host Robin Trimingham, she talks about the components of what that takes, including the many ways that authentic Tibetan culture, heritage and beliefs are woven into every aspect of the guest experience.
Mark Lewis-Brown, president and CEO of Zucchetti North America, chats with host Robin Trimingham about Generation Z: how they research and book both flights, accommodations, travel experiences and more.
In-room entertainment has evolved from a “nice-to-have” amenity to a comprehensive package that has become an integral part of a hotel’s tech stack. In this episode of the Innovative Hotelier, Robert Grosz, president of WorldVue Connect, discusses infotainment platforms and what it takes to deliver a great experience with host Robin Trimingham.
David Eisen, the Editor-in-Chief of HOTELS Magazine, took over the position a little more than six months ago, but he’s been embedded in hospitality media for more than 15 years. In this wide-ranging episode with host Robin Trimingham , he discusses the trends—and emerging trends—within the global hospitality industry, how things are changing, what things are staying the same and what it takes to lead a hotel-focused publication.
Jessica Gillingham, CEO of Abode Worldwide, talks with host Robin Trimingham on the key differences between a strategic marketing plan and a PR campaign and why a hotelier really needs to employ both.
Britnie Turner, Founder & CEO of The Aerial BVI, chats with Robin Trimingham, The Innovative Hotelier Host, regarding the advantages of utilizing the triple bottom line business model to design and operate a luxury boutique hotel facilitating transformative travel experiences.
AI is all the rage. In this podcast, Benny Bennet Jurgens, co-founder & CEO of Nect, and Christian Mager, CTO of HelloGuest Solutions, discuss with host Robin Trimingham their partnership that will seek to create an AI-based identity verification for hotel check-ins
Building a “sense of place” is vital toward creating a guest connection. In this podcast, Martein van Wagenberg, managing director of Rosewood Le Guanahani St. Barth, converses with host Robin Trimingham about how to build a strategic resort marketing plan and advice for meeting typical island destination challenges
Hayley Berg is not only the lead economist at booking app Hopper, she is a data disciple. In this conversation with host Robin Trimingham, she touches on a slew of travel data points and explains how predictive algorithms can dictate travel trends and consumer booking patterns around the world.
Technology is transforming the way the hospitality industry hires employees. But an ongoing labor shortage has placed candidates in the driver’s seat, making it essential for hoteliers to ensure that they are responding to and engaging applicants in a timely manner. Learn more about this topic in this conversation between host Robin Trimingham and Sid Upadhyay, co-founder & CEO of Wizehire.
A stubborn and still clouded economic picture is making it difficult for hotel investors to time deals and for operators to grow margins. What hospitality stakeholders should be ready for and will capital markets cooperate is the topic of this week’s conversation between Greg Friedman, CEO of Peachtree Group, and host Robin Trimingham.
Hotels switching from a legacy system to a cloud-based management system is big move. How do factors such as the hotel's size, budget, technological needs impact the decision and process? These are all variables our two guests had to navigate as Hilton in collaboration with HotelKey made the momentous shift to the cloud. Join this conversation with Aditya Thyagarajan, founder and CEO of HotelKey, and Michael Leidinger, SVP and chief information officer for Hilton, and host Robin Trimingham.
Scot Turner, founder and managing director of Auden Hospitality, chats with host Robin Trimingham about how to develop a unified restaurant vision, creating an experience and maintaining the concept.
What are the complication and opportunities with AI technology in the hospitality space? Discover the differences between “human ethics” and “machine ethics” in this conversation between host Robin Trimingham and Mark Brown, founder & CEO of Viewz.ai.
Managing teams effectively and inspiring and motivating employees are some of the most challenging aspects of being a leader. In this conversation, Dr. Jeffrey O, president & CEO of St. Justine Properties and current president of the International Hospitality Institute, joins host Robin Trimingham to talk all things leadership.
Managing teams effectively and inspiring and motivating employees are some of the most challenging aspects of being a leader. In this conversation, Dr. Jeffrey O, president & CEO of St. Justine Properties and current president of the International Hospitality Institute, joins host Robin Trimingham to talk all things leadership.
The underbelly of working in restaurants kitchens was addressed in the late author and chef Anthony Bourdain’s seminal book: “Kitchen Confidential.” Steve Palmer, co-founder of the Indigo Road Hospitality Group, knows it all too well. In this episode, Palmer discusses the pervasiveness of alcoholism and substance abuse within F&B, its root causes and what can be to do to address it.
Discover how the hostel business model has evolved from simple bunkbeds and communal bathrooms to a modern hybrid offering with attractive communal features and even private room categories. We look at a modern hostel business model with Oliver Winter, founder and CEO of a&o Hostels, who talks to host Robin Trimingham about the model and what this cohort of traveler is looking for now and and in the future.
Within hotels, food & beverage is going through a makeover as not only traveler tastes change, but how travelers travel changes. So, how do you rework F&B within this new normal? Find out as host Robin Trimingham talks to Richard Garcia, SVP of food and beverage for Remington Hospitality, in the newest episode of The Innovative Hotelier podcast.
Extended-stay hotel performance was so solid during and after the pandemic that brands have been crowding in ever since to launch new products. But how is this segment different from others? Carl Hren, SVP of Development at Concord Hospitality and Board Member of the newly formed Extended Stay Lodging Association (ESLA), talks with host Robin Trimingham about the importance of taking the time to understand the unique operational challenges and distinct benefits of the segment.
Volatile market conditions present risks and opportunities for both hotel owners and operators. In this podcast, Euan McGlashan, co-Founder & CEO of Valor Hospitality Partners, joins host Robin Trimingham to discuss how variables like rising interest rates are impacting market transactions, how to properly manage downside risk, how to evaluate potential acquisitions and future strategies for growth.
Building trust and employing cultural empathy are pathways to create strong brand values and service standards. Can it also help with market expansion? Host Robin Trimingham sits down with Aref Sayegh, general manager of the Kempinski Hotel Cancun, and discusses pursuing opportunities for expansion, among other hot-button issues in the luxury space.
Logan Nicholson. founder of LocalEyes, had an idea for an AI app to create memorable experiences for hospitality guests. But turning that idea into a thriving application that is obviating the role of concierge was a very different challenge altogether. He explains what it takes to be a successful entrepreneur in this conversation with host Robin Trimingham.
The hospitality industry is undergoing a revolution led by a dramatic shift in what travelers are looking for from their vacation experience. It’s making some destinations and hotels rethink their offering. Sahara Rose De Vore joins host Robin Trimingham to explain these new trends and how to embrace them.
NFT tokens, built on blockchain, are enabling new tracking, marketing and pricing options for hotel rooms. Arul Prakash, founder and CEO of Buk Technology, joins host Robin Trimingham to explain how blockchain tech is being implemented across the hospitality industry and its impact on the sale of rooms.
Where did all the employees go? How can hotels best navigate the current staffing crisis and what recruiting tactics are most effective to build a strong team. Joan Sanz, founder and CEO of Chartok, joins host Robin Trimingham in a conversation about HR trends and strategies in the hotel industry.
Typically in a hotel, guest complaints may arise over service or something tangible that interrupts their experience. But what about air quality? Does it matter? Can it be a demand generator that guests might even pay a premium for? Haley Payne, director of account management at Pure Wellness, talks to host Robin Trimingham about the impact air quality can have on the guest experience and the bottom line.
Michael C. Cohen, managing partner of the Growth Advisors International Network (GAIN), joins host Robin Trimingham to discuss how the metaverse and virtual-reality technology are changing not only the way people travel, but how they research and book it, too.
DEI, or Diversity, Equity and Inclusion, has been a top priority for hospitality organizations across the spectrum. But unless it’s backed by real action and cultural change, it can become an empty acronym. Rike Erdbrink, general manager of the Park Hyatt Chicago, joins host Robin Trimingham to talk about building a robust, equitable culture of inclusion in hospitality.
As the founder and CEO of GitGo, Amy Infante joins the Innovative Hotelier podcast alongside host Robin Trimingham, to discuss first quarter 2023 financials for the hotels industry and how to adapt sales and marketing strategies to meet the current economic situation.
Who are staycation travelers, what are they looking for in travel and how to cater to this broadening niche is the subject of our latest podcast, as Cate Farmer, SVP of hotels and resorts for Margaritaville Hotels & Resorts, joins host Robin Trimingham.
David Millili is CEO of LodgIQ, a revenue management platform for the hospitality industry. He also is a mentor at NYU's Hospitality Tech Incubator. In this episode, we talk about fostering entrepreneurship in hospitality, attracting first investors, and exciting innovations coming through the incubator today. If you’ve wanted to start a hospitality business or want a glimpse into the future of hospitality tech this is the episode for you.
How should hotels be measuring post-COVID financial success? Jan Freitag, SVP of lodging insights for STR, joins Robin Trimingham in a conversation about how traditional financial barometers have changed and how brands are rethinking their own business metrics.
Host Robin Trimingham and real estate advisor and developer Adam Greenfader discuss Puerto Rico’s post-pandemic boom. The island has overcome economic crises to become a hotbed for travel and hospitality investment.
Catesby Perrin of CLEAR and Branigan Mulcahy of Virdee join host Robin Trimingham and lay out how AI human recognition technology is transforming the hotel check-in process, among other things, and how that’s just the tip of the iceberg.
In today's episode, we will be speaking with Karthik Namasivayam, director of the School of Hospitality at Michigan State University, about what the fourth industrial revolution is, what a fully tech integrated hospitality looks like, and whether it is the future of budget and luxury hotels.
In today's episode, Alex Schneider, president of the hotel division at Nikki Beach Worldwide, speaks with our host Robin Trimingham, and analyzes the need of luxury hotel business to transform from their traditional self-conception as hotel and entertainment venue, into becoming a multifaceted lifestyle experience.
In the world of measuring hotel performance, there are a many metrics that have been used for quite some time. RevPAR, revenue per available room, is the most common of the legacy metrics. But Adam Mogelonsky, noted hotel consultant, believes there is a better way. In this episode, he speaks with host Robin Trimingham about TRevPAR, total revenue per available room, and how it can change the way hoteliers capture their overall revenue performance.
Josiah Mackenzie has been a hospitality advisor for many years. Now that 2023 has begun, he and host Robin Trimingham discuss what the best strategies are for retaining guests and generating loyalty in the 2023 hospitality landscape.
For more of Josiah's work on artificial intelligence, see his guide to AI for hotels
Kyle M.K. is the author of “The Economics of Emotion.” He believes that feelings dictate our every decision: what we eat, what we wear and, especially, what we consume. In this episode, he speaks with host Robin Trimingham about taking into consideration the aspects of emotion and just how much it impacts a customer’s likelihood of returning to a hotel.
There are many ways to effectively use artificial intelligence in the hospitality industry. Today, we're discussing the why with Simone Puorto, founder and CEO of Travel Singularity. In this episode, he and host Robin Trimingham discuss the reasons why hotels are the perfect place to implement and develop AI and machine learning technologies.
Jessica Kramer, CEO of Lodgistics, understands that artificial intelligence is a complex and often confusing topic. In this episode, she speaks with host Robin Trimingham about what AI tools really are for hotels, common misconceptions, how hotels can benefit from the technology, and what advantages it can bring to hoteliers.
Nearing the other side of the pandemic, the hospitality industry is beginning to see how structures and priorities have shifted for hotel owners and operators. Sean O'Neill, senior hospitality editor at Skift, chats with Robin Trimingham about this evolving relationship.
In a 24/7 business, hotels must remain vigil to deal with guest issues and concerns. But how do staff distinguish between real problems and the innocuous? And how should they be properly handled? In this episode, Mac Segal, CEO of AHNA Consulting group, chats with host Robin Trimingham about the best ways hoteliers can train their staff to recognize potential on-site security threats and methods to resolve them.
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Sean Folkson, CEO of NightFood, says midnight snacking and meals before bed can affect the quality of sleep. In this episode, he speaks with host Robin Trimingham about what kind of nutrition changes and offerings can be made in order to improve the quality of sleep and therefore impact hotel brand loyalty.
2022 has been a crucial year for the hospitality industry at large. What are the decisive factors that will decide how it evolves over 2023? In this episode, Jeff Weinstein, Editor in Chief for Hotels Magazine, gives us his thoughts and forecast for hoteliers next year.
In this episode, we’re discussing the prevention and management of food waste in the hospitality industry and how hoteliers around the globe can reduce the amount of food waste, with Dr. Carlos Martin Rios.
In this episode, Daan de Brujin, CEO of guest communication platform Bookboost, chats with host Robin Trimingham about how chatbots with Artificial Intelligence can improve the workflow of customer support and improve satisfaction.
Every business should be profitable, but how do you best manage profit-making and the employees who make it happen? Hotelier Rocco Bova digs into the core meaning of leadership, and how it affects a hotel company's finances.
Boston Consulting Group advisor Peter Tollman sheds light on “Smart Simplicity,” which focuses on how to use employees’ full potential and intelligence in today’s complex business environment. Learn about real life examples of “Smart Simplicity” examples that we’ve been witnessing without noticing their benefits.
What is the current state of hotel investment and the lending market? What hotel sectors are struggling and which are exceeding expectations? JLL's Senior Managing Director and Co-head of U.S. Investment Sales Jeff Davis chats with host Robin Trimingham about what the hospitality market is like right now and what we can expect in 2023.
Stepping into the fourth quarter of the year, there's a question every innovative hotelier should be asking themselves: What can we do better next year? In a candid conversation with host Robin Trimingham, Sherman presents radical ideas about how hoteliers can change the focus of their staff and hotels on what clients really want: better experiences.
Hospitality lawyer and author Stephen Barth chats with The Innovative Hotelier Podcast Host Robin Trimingham about the complex interrelationship between air quality within any public facility and the people accessing that space.
Barth explains how the recent pandemic has raised the importance of not just sanitizing the air but taking steps to minimize the transference of particulate matter generated by everything from smoking, to pets, cleaning products, cooking fuel, and carbon monoxide.
Innovative hotels are rethinking the use of outdoor space. This week, Scott LaMont, CEO of EDSA Landscape Design, chats with Robin Trimingham, The Innovative Hotelier Podcast Host about how a number of leading properties are introducing outdoor fusion fusion spaces within their property and ways in which our understanding of what “makes a place” is being transformed.
As a part of a broader trend to create an enviroment that is supportive of mental and physical well being, LaMont discusses how brands are reexamining previously ignored corridors and secondary spaces with an eye towards how they can be converted into hybrid spaces that accommodate new needs and ultimately increase ROI.
Supreet Raju, Co-Founder of OneRare , the world’s first food metaverse company, chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding the radical transformation that is currently occurring within the internet itself, and how the unique characteristics of non-fungible tokens (NFTs) make them well-suited for use within the hospitality industry.
Citing countless practical marketing and revenue generating applications for NFTs from use as room keys to providing exclusive access to events, or loyalty program rewards, Raju explains how metaverse NFTs are increasingly being put to use in the physical world by brand name companies.
Holly Stiel, noted Hospitality Consultant and President of Thank You Very Much Inc., chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding strategies for handling the unprecedented numbers of customers who are taking out their frustration on service industry employees.
Stressing that there is a key distinction between annoying and abusive behavior, Stiel believes that hospitality employers need to pivot their staff training to better protect employees from abuse by equipping them with the communication skills required to understand what is really motivating a customer who is acting out and diffuse this behavior before it escalates.
Christine Trippi, Hospitality Consultant and Author of “Yes Is the Answer”, chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding the “art of saying yes” and importance of taking the time to build relationships and keep the conversation positive when addressing guest complaints.
Given the large percentage of new hires in the hotel industry who have no previous hospitality experience, Trippi believes that it is now more important than ever to invest in training that infuses staff with the confidence to employ creative problem-resolution skills which result in higher guest satisfaction levels and increased brand recommendations.
Adam Mogelonsky, a Partner at Hotel Mogel Consulting based in Toronto, Canada, chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding ways in which the evolution of guest needs is driving design innovation in the hotel industry.
In a world where is it no longer enough to simply offer amenities, Mogelonsky outlines the business case for re-evaluating how space is used in conjunction with the revenue it generates to uncover ways to configure design innovations that better fit new guest trends in wellness, socialization and guest room use that also allow for the re-deployment of previously under-utilized or unsellable space to increase revenue and enhance brand reputation.
Josiah Mackenzie, Principle at Benchmark Research, chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding the many reasons that he believes operating effectiveness is now the single most important factor in determining success for the hospitality industry.
Referencing the degree to which the industry has progressed from the days in which lodging was viewed simply as a commodity, to the advent of social media in which a single public review acquired the power to affect the pricing of anentire hotel, Mackenzie discusses the importance of mining big data to discover what consumers want, enjoy and value in order to structure cost efficiencies and diversify revenue. He also touches on new research that indicates that the constant ability to re-price the product is making hospitality real estate the most attractive type of real estate investment.
Brendan Carlin, General Manager at the Fairmont Grand Del Mar in San Diego chats with Robin Trimingham, The Innovative Hotelier Podcast Host about the need to embrace and infuse Environmental Social and Governance (ESG) initiatives into every aspect of the guest experience.
In this insightful conversation Carlin reveals how taking care of your staff and how the guest feels about their experience at a property are inter-related. He also discusses a wide variety of environmental and social initiatives that are being introduced to both conserve resources and make a property more accessible for local community use.
Don Lightfoot, a Global Wellness Ambassador and currently CEO of Hospitality Wellness Group chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding the extent to which fear of illness continues to influence international travel and how the right guest wellness program can be a value-added amenity that guests appreciate, thereby increasing booking rates, brand loyalty, occupancy rates, and revenue.
Discussing the trend toward ever expanding wellness programs at luxury resorts, Don also points out that Millennials are not just becoming the largest demographic group of travelers, they are also most likely to appreciate a cost-effective AI driven technology amenity that supports their wellness.
Ellis Connolly, Chief Revenue Officer at Lassie, an AI driven loyalty platform, chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding ways in which frictionless booking tools are being used to acquire and maintain customer relationships in the hospitality industry.
Highlighting the many ways that customer expectations have been transformed to the point that many people actually appreciate having high-value gratification attached to a purchasing decision, Ellis explains how AI can be leveraged to present the right incentive to the right traveler at the right time and why this is more effective in driving revenue, increasing direct bookings, and building customer loyalty than legacy hospitality loyalty programs.
Michael McCartan, a Chief Growth Officer for Automize chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding the key differences between a legacy revenue management system and an open AI network ecosystem for predicting demand and price setting.
Driven by the need to find new ways to operate with less staff, and simultaneously free staff up to focus on higher quality interactions with guests, AI systems are being introduced throughout the hospitality industry perform many functions best done by machine learning. Highlighting the many lessons learned during the pandemic, Michael discusses the extent to which Automize’s recent partnership with Trivago will enable participating hotels to increase revenue because it analyzes the data collected when people search for information on destinations and properties and then automatically sets prices appropriately – presently the right price - to the right guest - at the right time.
Bashar Wali, noted Hospitality Evangelist and Founder of PracticeHospitality.com, chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding the rise of the “hybrid human” and the extent to which the pandemic has accelerated both changes in human behavior, and what travelers are looking for now at all levels of hotels.
Touching on the importance of realizing the value of AI and new technology, and equally of embracing the need for hotel staff to be skilled in exercising emotional intelligence, Bashar explains why creating spaces that are conducive to hybrid behavior and offering an ultra-customizable experience are the keys to successfully attracting luxury travel guests and building brand loyalty.
Ian Sawh, digital entrepreneur, and Founder & CEO of OwnOutdoors chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding how a desire to leverage his 20-year career in the IT industry to improve the online excursion booking experience for hotel guests led him to develop an online platform for all sorts of small businesses, hotels, travel agents, and hospitality service providers.
At a time when guest satisfaction scores have become a melting-pot of how they felt about a hotel, as well as the place that they visited, and the experiences that they had during their stay, offering next-level guest experiences is becoming essential to generating higher hotel reviews and Net Promoter Scores.
By focusing on improving the quality of the user experience, OwnOutdoors is able provide guests with an easy-to-use platform that augments existing hotel concierge initiatives and equally makes it possible for the properties that partner with them to gain data-driven insights into guest preferences that can assist with strategic marketing decisions, and ultimately increases in market share and revenue.
Kate Nicholls OBE, CEO of UK Hospitality, chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding overcoming the challenges of attracting younger workers to the hospitality industry in the UK.
Citing statistics from a survey conducted earlier this year, Nicholls reveals that the hotel job vacancy rate has increased from 5% pre-pandemic to 10% largely because the hospitality industry is not viewed as a stable long-term career choice and discusses the national PR campaign that has been launched to reset how the nation views the industry. She also offers insights into the sort of workplace environment that hoteliers will need to offer in order to attract and retain younger talent and why this is crucial to keeping pace with the anticipated growth in tourism.
Max Starkov, NYU Professor and Hospitality & Online Travel Tech Consultant chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding recent trends in OTA travel bookings in the hospitality sector and the importance of demystifying the confusion regarding the perceived high cost of direct bookings.
In this insightful discussion Max touches on the fact that while hoteliers cut spending on technology and marketing by an average of 50% during the pandemic, OTAs actually increased spending on marketing and technology during the same time period and now have comprehensive loyalty programs – making it even more important for independent and boutique properties establish a well-balanced distribution strategy that leverages OTAs and direct booking channels to their best advantage. While the cost of customer acquisition for direct bookings is traditionally considered to be high, Max explains why they are actually good value and essential to a successful broad based distribution strategy.
Brendon Granger, Hotel Technology Expert and Founder of Technology 4 Hotels chats with Robin Trimingham, The Innovative Hotelier Podcast Host about the increased use of new technology, robots and the Internet of Things (IOT) throughout the hospitality industry.
In as much as the global health crisis of the past two years has brought hardship to the hospitality industry, it has also encouraged the development of technological innovations that can drive cost savings, increase RevPar, and most importantly enhance guest experience. Listen now to learn more about mobile check-in, sophisticated guest room management systems with in-room occupancy sensors, and web app QR codes that are transforming the guest experience and providing hoteliers with new sources of data to further customize the services and incentives that they offer to travelers.
Are Morch - Hotel Consultant and Digital Transformation Coach chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding the urgent need for digital transformation within the hospitality sector to enable people, processes, digital programs and devices to work in harmony to achieve cost savings and better guest experience.
Stressing the importance of taking the time to affect a “people transformation” prior to introducing new technology, Are explains why reassuring employees that the introduction of tech will empower them to provide a better guest experience is key to the success of any hospitality digital transformation, and discusses the ways in which new tech can enable hotels to enter new markets, gather data about traveler behaviors and streamline the booking process.
Marloes Knippenberg CEO of Kerten Hospitality, which has 11 brands ranging from hotels and residences to stand-alone food and beverage spaces, sits down for an interview with Jeff Weinstein, to discuss the Sustainable Hospitality Challenge and how he infuses both luxury and lifestyle into Kerten Hospitality’s projects in addition to his philosophy on where to locate his properties.
More specifically, Knippenberg discusses strategies to encourage women and the next generation to join the hospitality industry. Kerton also reveals that he is working on an application that would help visitors discover new places.
Jerry Inzerillo, Group CEO of the Diriyah Gate Development Authority, Saudi Arabia and Vice Chairman of The Forbes Travel Guide chats with Robin Trimingham, The Innovative Hotelier Podcast Host providing key insights into the various micro and macro lessons that have been learned during the past two years regarding sustainability and how interdependent we all are on each other.
Focusing on the ways in which the attributes of a luxury traveler (and what they value) have changed, Jerry illustrates how this is transforming the manner in which The Forbes Travel Guide assess and rates properties. He also discusses how he is incorporating what has been learned into the development of Diriyah as UNESCO World Heritage site, and how this might serve as a template for creating a luxury travel experience in other destinations.
Leo Ghitis, owner of a fast growing brand of international ultra-luxury eco conscious hotels, is making news not only because of his obsessive approach to customer service, but because they take eco consciousness and community impact to the next level, they’re literally building a rain forest for goodness sakes!
In this interview, Leo discusses the ultra-luxury eco conscious business model, how an Ivy League educated developer stumbled into becoming a hotelier, how his company is promoting nature, sustainability and community restoration not only for the societal benefits but also as a financial winner, and how he has navigated some of the crazy logistical challenges to developing and operating a cutting edge model in a world of supply chain limitations and pandemic responses.
Cian Duggan, a mechanical engineer and Founder & Director of UK based consulting firm Carbon Intelligence chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding the various ways that hoteliers are achieving cost savings and positively impacting their brand reputation by developing and implementing a Net-Zero Carbon Emissions Strategy.
Focusing on the need to “do more with less” in order to meet new carbon reporting requirements brought about by a variety of mandatory and voluntary ESG (Environmental, Social and Governance) initiatives, Cian discusses the extent to which global brands are leveraging their purchasing power to effect carbon emission reductions within their supply chains – driving game-changing transformation well beyond their own properties.
Adele Gutman, renowned hospitality, culture and guest experience consultant chats with Robin Trimingham, The Innovative Hotelier Podcast Host regarding what initially led her to start looking at Guest Experience as a way to drive revenue by uncovering opportunities for micro-innovations that delight future guests and inspire brand enhancing reviews.
The conversation focuses on the importance of understanding what your Net Promoter Score (NPS) is saying about how guests “feel” about your brand and how loyal they are to your property. Stressing the importance of building a culture of trust, openness, and collaboration among team members in every department, Adele explains why empowering and inspiring employees at all levels to view serving guests as their “mission” is the most effective way improve Net Promoter Scores - positively influencing brand perception, occupancy levels, and revenue.
Join the Innovative Hotelier Podcast for in-depth discussions with leading hospitality professionals covering the latest developments, innovations and best practices in the hospitality industry.
The Innovative Hotelier by HOTELS Magazine - Episode 001 Jeff Weinstein, Editor in Chief of HOTELS magazine, chats with Robin Trimingham, The Innovative Hotelier Podcast Host about the origins of Jeff’s interest in the hospitality sector and why now is the ideal time for HOTELS Magazine to launch its own podcast series to advance the magazine’s position as the leading source of hospitality industry insights and information.
In this broad-based conversation, Jeff also touches on the rapid transformation currently taking place throughout the hotel industry and the importance of applying alternative logic in assessing new business opportunities that promote holistic wellness, humanity, and profitability within the hotel sector; and the opportunity to use The Innovative Hotelier as a platform for hotel industry thought leaders to share ideas and best practices with the listening audience.
About The Show: Join the Innovative Hotelier Podcast for in-depth discussions with leading hospitality professionals covering the latest developments, innovations and best practices in the hospitality industry.