The Modern Hotelier

How is AI transforming the hospitality industry, and what will the hotel of the future look like?

In this special roundtable episode of The Modern Hotelier, David Millili and Steve Carran bring together five hospitality and technology leaders at Hotel Zena in Washington, DC, during Destination AI to discuss how artificial intelligence is reshaping hotel operations, technology investments, and the guest experience.

Joining the conversation are Raymond Martz, Co-President and CFO of Pebblebrook Hotel Trust; Stephen German, SVP of Product at Actabl; Keryn McNamara, CIO of Aimbridge Hospitality; Sajid Shariff, CEO and Founder of Dextr AI; and Omri Shalev, Co-Founder and CEO of Reeco.

Together, they explore where AI is delivering the greatest value in hotel operations, from labor efficiency and autonomous procurement to revenue optimization, direct bookings, and better guest experiences. They also discuss the importance of clean data, system integration, AI adoption, and why successful technology implementation requires more than simply adding another tool to a hotel's tech stack.

The panel shares practical insights on evaluating AI investments, measuring return on investment (ROI), improving hotel profitability (GOP), reducing operational workloads, and preparing hospitality teams for an increasingly AI-driven future.

In this episode, you'll discover:

• Where AI can deliver the biggest impact on hotel profitability, labor costs, and operational efficiency.
• How hotel owners and operators should evaluate AI investments and measure ROI.
• Why clean, accurate data and connected hotel systems are essential for successful AI adoption.
• The biggest red flags to watch for when choosing AI vendors and hospitality technology.
• How AI can reduce manual tasks, improve productivity, and enhance the guest experience.
• What the future of hotel jobs, front desk operations, and hospitality careers could look like.

Watch the FULL EPISODE on YouTube: https://youtu.be/9PdGAwmYUsw

Links:
Raymond Martz on LinkedIn: https://www.linkedin.com/in/raymond-martz-4771847/
Pebblebrook Hotel Trust: http://www.pebblebrookhotels.com/

Stephen German on LinkedIn: https://www.linkedin.com/in/stephen-german-88aa8b51/

Actabl: https://actabl.com/

Keryn McNamara on LinkedIn: https://www.linkedin.com/in/kerynmcnamara/

Aimbridge Hospitality: https://www.aimbridgehospitality.com/

Sajid Shariff on LinkedIn: https://www.linkedin.com/in/shariffsajid/

Dextr AI: https://www.dextr.ai/

Omri Shalev on LinkedIn: https://www.linkedin.com/in/omri-shalev-reeco/

Reeco: https://www.reeco.com/

For full show notes head to:https://themodernhotelier.com/episode/336https://themodernhotelier.com/episode/346

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

In this episode of The Modern Hotelier Hospitality Hot Topics, Steve Carran and David Millili welcome Simone Harms, Managing Director of The Ameswell Hotel, to discuss the latest trends shaping the hospitality industry.

The conversation explores the ongoing hotel worker strikes in Chicago, the rapid growth of luxury travel, and the importance of personalized guest experiences. They also examine the growing adoption of artificial intelligence in hospitality, the challenges of implementing AI without a clear strategy, and how technology can streamline hotel operations while allowing teams to focus on delivering exceptional service.

Simone shares insights into The Ameswell Hotel’s innovative experiences, including its immersive seven-course dining experience, NASA-inspired dinners, and stargazing experiences. She also discusses the property’s partnership with AI Hospitality Group and how AI-powered solutions can simplify hotel technology systems and improve the guest experience.

In this episode, you'll discover:

• Union Hotel Workers Strike in Chicago
• Luxury Continues Growth Globally
• Adopting & Beta Testing A.I. in Hotels
• What's New at The Ameswell Hotel
• Partnership with A.I. Hospitality Group

Watch the FULL EPISODE on YouTube: https://youtu.be/D_sIoekPCC0

Links:
Simone on LinkedIn: https://www.linkedin.com/in/simone-harms-3a77024

Company Website: https://www.theameswellhotel.com/

For full show notes head to:https://themodernhotelier.com/episode/336https://themodernhotelier.com/episode/345

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

In this episode, hosts David Millili and Steve Carran sit down with Oksana Gyulnazaryan, Area General Manager at Viceroy and Highgate, to discuss her journey in hospitality, leadership lessons, and the importance of creating unique, locally inspired guest experiences.

From starting as a front desk agent to leading two distinctive Washington, D.C. properties, Oksana shares how working across different hotel brands, departments, and markets shaped her leadership philosophy. She also discusses her recognition as Viceroy Hotels and Resorts’ 2026 General Manager of the Year and what makes Viceroy Washington, D.C. and Hotel Zena stand out.

Oksana explains how hotels can maintain consistent service standards while developing their own identities, build meaningful connections with local communities, and create team cultures that reflect their property's values. She also offers advice for aspiring hospitality professionals and shares why genuine passion for the industry remains essential.

The conversation wraps up with a discussion about the future of hospitality, including how artificial intelligence and technology can support hotel teams, streamline operations, and enhance guest service without losing the human connection at the heart of hospitality.

In this episode, you'll discover:

• How Oksana built her career from front desk agent to hotel leadership
• What leading two distinct hotel properties requires
• How Hotel Zena celebrates women's stories through art, design, and culture
• Why local partnerships and authentic experiences matter to today's hotel guests

Watch the FULL EPISODE on YouTube: https://youtu.be/pgWVvN73Cug

Links:
Oksana on LinkedIn: https://www.linkedin.com/in/oksana-gyulnazaryan-68011039/
Highgate: https://www.highgate.com/
Viceroy Hotels and Resorts: https://www.viceroyhotelsandresorts.com/

For full show notes head to:https://themodernhotelier.com/episode/336https://themodernhotelier.com/episode/344

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

In this episode, David Millili and Steve Carran sit down with Rocco Bova, founder of the Summit Latinoamericano Branded Residences, to discuss the future of hospitality in Mexico and Latin America, the growth of luxury branded residences, and the importance of human connection in the guest experience.

With a career spanning international hospitality brands such as Jumeirah, Four Seasons, Hilton, Aman, and St. Regis, Rocco shares how his global experiences shaped his leadership philosophy and inspired him to launch hospitality-focused summits and challenge traditional approaches to industry education.

In This Episode, You'll Learn About:

• How working across different countries and cultures shapes better hospitality leaders and strengthens people-management skills.
• Why hospitality education needs to evolve to attract younger generations through shorter, more practical training programs.
• What is driving the growth of branded residences in Mexico and what developers and investors need to understand about these business models.
• Why Mexico presents significant opportunities for luxury hospitality development and investment.
• How hotels can build financial resilience and prepare for economic uncertainty without relying primarily on workforce reductions.

Watch the FULL EPISODE on YouTube: https://youtu.be/OYtV98L5C18

Links:
Rocco on LinkedIn: https://mx.linkedin.com/in/roccobova
Summit Latinoamericano Branded Residences: https://sumexhosp.com/

For full show notes head to:https://themodernhotelier.com/episode/336https://themodernhotelier.com/episode/343

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

How do hotel financing decisions impact profitability, deal viability, and investment opportunities?

In this episode, hosts Steve Carran and David Millili sit down with Ryan Bosch, Principal at Arriba Capital, to explore the financial realities shaping today’s hospitality industry.

Ryan shares his unconventional journey from building a multimillion-dollar professional paintball business to becoming a hotel capital markets advisor. He explains how lenders evaluate hotel financial statements, why refinancing based on predictions of lower interest rates can be risky, and how branded and independent hotels compare when it comes to financing and profitability.

In this episode, you’ll learn about:

• How lenders evaluate hotel P&Ls, NOI, insurance, taxes, and capital expenditures
• Branded vs. independent hotels: financing, fees, and flexibility
• Why office-to-hotel conversions are creating new investment opportunities
• The common reasons hotel deals fail and how to build a stronger business plan
• What investors need before pursuing hotel financing

Watch the FULL EPISODE on YouTube: https://youtu.be/0jZdlGMqB_Q

Links:
Ryan on LinkedIn: https://www.linkedin.com/in/ryan-bosch-0b42308
Arriba Capital: https://www.arribacapital.com/

For full show notes head to:https://themodernhotelier.com/episode/336https://themodernhotelier.com/episode/342

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

What does the future of hospitality look like as hotels balance rising costs, evolving guest expectations, and the rapid growth of AI?

In this special roundtable episode of The Modern Hotelier, Steve Carran and David Millili welcome four hospitality leaders to The Gallery at The Betsy Hotel in Miami Beach for an in-depth conversation about the challenges and opportunities shaping the industry.

Joining the discussion are Stuart Greif, Chief Strategy & Innovation Officer at Forbes Travel Guide; Luis Segredo, co-founder of Data Travel, LLC and developer of Hapi; Amber Asher, former CEO of Standard Hotels and Bunkhouse Hotels; and Josh Johnston, CEO and founder of TrayAway.

Together, they explore how technology and artificial intelligence can streamline hotel operations, connect fragmented systems, improve decision-making, and create new revenue opportunities without sacrificing the human connection that defines exceptional hospitality.

The conversation also examines the growing pressure on hotel profitability, the challenge of maintaining consistent four- and five-star service standards, and how independent hotels can preserve their unique identities while competing in an increasingly technology-driven market. From AI-powered personalization and operational automation to staff development, company culture, and the importance of trusted guest data, the panel shares practical insights into what it takes to build a sustainable future for hospitality.

In this episode, you'll discover:

• How AI can simplify hotel operations while empowering frontline teams to deliver better guest experiences
• Why trusted, connected data is essential for effective hotel technology and AI adoption
• The challenges of balancing profitability, labor costs, and luxury service standards
• How independent and lifestyle hotels can differentiate themselves through creativity, culture, and authentic guest experiences
• How to embrace meaningful innovation without overcomplicating the experience for hotel staff or guests

As the hospitality industry evolves, one message remains clear: technology should not replace hospitality. It should give people more time, better tools, and greater opportunities to make every guest experience memorable.

Watch the FULL EPISODE on YouTube: https://youtu.be/BB9XxYjLusY

This episode is sponsored by Hapi & TrayAway:
Hapi: https://www.stayhapi.com/
TrayAway: https://trayaway.com/

Links:
Amber Asher
Amber on LinkedIn: https://www.linkedin.com/in/amber-asher-6b388a5/?isSelfProfile=false

Stuart Greif

Stuart on LinkedIn: https://www.linkedin.com/in/stuartwgreif
Forbes Travel Guide: https://www.forbestravelguide.com/

Luis Segredo

Luis on LinkedIn: https://www.linkedin.com/in/luissegredo
Hapi: https://www.stayhapi.com/

Josh Johnston

Josh on LinkedIn: https://www.linkedin.com/in/josh-johnston-261a8342/?isSelfProfile=false
TrayAway: https://trayaway.com/

For full show notes head to:https://themodernhotelier.com/episode/336https://themodernhotelier.com/episode/341

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

How can hotels use technology, AI, and better Wi-Fi to improve guest experience?

In this episode, David Millili and Steve Carran sit down with Hannah Greenberg, CEO of Eleven, to explore the future of hospitality technology, hotel operations, entrepreneurship, and what it truly takes to deliver exceptional guest service.

Hannah shares her journey from working at a hotel front desk at just 16 years old to acquiring Eleven through entrepreneurship through acquisition. With experience in hotel operations, real estate development, private equity, and hospitality software, she explains why successful hotel technology is about more than just implementing new products. She also discusses the importance of cybersecurity, loyalty enrollment, modernizing legacy hotel systems, and balancing technology investments with other capital expenditures. She shares practical advice for hotel owners and hospitality leaders on evaluating technology solutions, embracing fresh perspectives, and building a culture where people and service come first.

In this episode, you'll discover:

• Why hotel Wi-Fi is essential infrastructure for guest satisfaction, cybersecurity, and hotel operations.
• How AI is transforming hotel bookings, hospitality technology, and guest service expectations.
• Why adding more hotel technology products doesn't automatically solve operational problems.
• The importance of evaluating AI solutions and improving interoperability across hotel brands’ technology stacks.
• What makes hospitality successful through people, empathy, accountability, and exceptional service

This episode is sponsored by Eleven: https://www.elevensoftware.com/

Watch the FULL EPISODE on YouTube: https://youtu.be/fbmbOuLJ7-c https://youtu.be/Ok2q5QSt_UU

Links:
Hannah on LinkedIn: https://www.linkedin.com/in/hannahgreenberg
Eleven: https://www.elevensoftware.com/

For full show notes head to:https://themodernhotelier.com/episode/336https://themodernhotelier.com/episode/340

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

On this episode of The Modern Hotelier Hospitality Hot Topics, Steve Carran and David Millili sit down with Christopher Ahlgrim from Preferred Travel Group to talk about the latest news and trends in hospitality.

They kick things off with a look at Astound Ventures’ new $30 million investment fund and Dormakaba’s acquisition of Alliants, and what these moves could mean for hotel technology and the guest experience. They also get into why travelers are still hesitant to book hotels through social media, especially with AI making it easier to create misleading photos and content.

Chris also talks about how AI is changing the way travelers find hotels, why keeping website rates competitive matters, and how hotels can protect their margins while encouraging more direct bookings.

If you work in hospitality or want to keep up with what’s happening in the hotel industry, this episode is packed with useful insights and real-world perspectives.

In this episode, you’ll learn about:

• Burt and Alex Cabañas launch Astound Ventures
• Dormaka buys Alliants
• Consumer Hesitance with Booking Travel Via Social Media
• We were just at IHS, favorite talk or experience
• What is new at Preferred?

Watch the FULL EPISODE on YouTube: https://youtu.be/Ok2q5QSt_UU

Links:
Christopher on LinkedIn: https://www.linkedin.com/in/christopherahlgrim
Preferred Travel Group: https://preferredtravelgroup.com/

For full show notes head to:https://themodernhotelier.com/episode/336https://themodernhotelier.com/episode/339

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

Is your hotel lost in the "AI pilot trap"?

In this episode recorded live at AI Washington, D.C., David and Steve sit down with Sajid Shariff, Founder and CEO of Dextr AI, to discuss how multi-agent AI systems are shifting hospitality from simple chatbots to full-scale operational intelligence.

Sajid shares his journey from IIT Bombay and Stanford to building businesses across consulting, tech, and hospitality. He breaks down why single-point tech solutions are failing hoteliers, how Dextr AI automates everything from front desk lockouts and room reservations to tailored guest food-allergy workflows, and how voice AI is capturing missed direct-booking revenue.

Key Topics Covered:

• Why standard "one-size-fits-all" AI pilots fail and how forward-deployed, custom agent workflows deliver measurable bottom-line value.
• How intelligent voice AI picks up the ~40% of missed calls that normally end up on high-fee OTA platforms.
• Why AI agents should act as frontline "buddies" to remove busywork and let hospitality staff focus on the guest experience.
• How Dextr AI handles payment security, API encryption, and prompt injection defense to maintain guest trust.
• What the fully AI-supported, front-desk-free hotel of the future will look like.

Watch the FULL EPISODE on YouTube: https://youtu.be/8p6Yn0EYiPM

Links:
Sajid on LinkedIn: https://www.linkedin.com/in/shariffsajid
Dextr AI: https://www.dextr.ai/

For full show notes head to:https://themodernhotelier.com/episode/336https://themodernhotelier.com/episode/338

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

What can a modern revenue management system (RMS) actually do for an independent hotel?

In this episode, David Millili sits down with Steve Taft, VP of Partnerships at ampliphi RMS, and Tim Kolman, VP of Sales at ampliphi RMS, to discuss how modern revenue management systems are helping independent hotels compete with larger brands.

For many 40-room independent hotels, revenue management is still something owners and operators handle at the end of a long day. From check-ins and check-outs to laundry, breakfast, maintenance, and guest service, there is often little time left for analyzing demand and optimizing room rates.

In this episode, we discuss:

• Why independent hotels have historically been underserved by hospitality technology
• How a 40-room independent hotel can approach hotel pricing and revenue management
• Why legacy RMS technology created the perception that revenue management requires extensive manpower
• The difference between an all-in-one hotel technology stack and a best-in-breed technology strategy

If you're a hotel owner, general manager, revenue manager, hospitality technology professional, or independent hotel operator interested in hotel revenue optimization, RMS technology, AI for hotels, dynamic pricing, RevPAR, commercial strategy, and independent hotel technology, this episode is for you.

Watch the FULL EPISODE on YouTube: https://youtu.be/bmg2EWB-8NU

Links:
Steve on LinkedIn: https://www.linkedin.com/in/stevetaft/
Tim on LinkedIn: https://www.linkedin.com/in/tkolman/
ampliphi RMS: https://www.getampliphi.com/

For full show notes head to:https://themodernhotelier.com/episode/336https://themodernhotelier.com/episode/337

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

roommaster is evolving—and the future of hotel technology is all about modernization, flexibility, and helping hoteliers work smarter.

In this episode, recorded at the Independent Hotel Show Miami, Steve Carran sits down with Mark Bloomquist, Chief Revenue Officer, and Steven Burman, Director of Sales at roommaster, to discuss how the 30-year-old hospitality technology platform is being reimagined for the next generation of hoteliers.

They explore what “modern” really means in hotel technology, why hoteliers are looking for more unified platforms, and how roommaster is combining PMS functionality with revenue management, reporting, AI, integrations, and human support.

The conversation also dives into the growing role of AI in hospitality, not as a replacement for hotel staff, but as a way to automate repetitive tasks and free teams to focus more on guest experience. Mark and Steven also explain why human account management and personalized support remain critical as technology continues to evolve.

In this episode, you'll learn about:

• How roommaster has evolved after 30 years in hospitality
• What “modern” hotel technology actually means
• Why hoteliers want all-in-one platforms and seamless integrations
• Where AI belongs in the hotel guest journey
• Who roommaster is designed to serve

Watch the FULL EPISODE on YouTube: https://youtu.be/gSHANsDJSmw

Links:
Mark on LinkedIn: https://www.linkedin.com/in/mark-bloomquist-a7a4639/
Steve on LinkedIn: https://www.linkedin.com/in/stevenburman99/
roommaster: https://www.roommaster.com/

For full show notes head to:https://themodernhotelier.com/episode/336

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

In this special episode of The Modern Hotelier, hosted by David Millili live from the Independent Hotel Show Miami, we sit down with Chandler Smith and Natali Jones, the creative minds behind the design atelier Smith & Jones.

Smith & Jones is redefining high-end residential and niche commercial spaces with custom furniture, fine decor, and art curation. Chandler and Natali break down what it truly means to operate as an atelier—collaborating closely with architects, artists, and designers to bring unique stories to life.

In this episode, you’ll learn:

• How Smith & Jones acts as a collaborative bridge between design teams and American craftspeople.
• Why supporting local manufacturing ensures quality, fosters future trade generations, and speeds up problem-solving.
• How to achieve an interior space that feels thoughtfully collected over years—rather than bought all at once—even on tight project timelines.
• How advances in contract-grade material technology are enabling North American hotels to adopt bolder, more unexpected design choices without sacrificing code compliance or durability.
• The Smith & Jones' broader capabilities, including art curation, custom fabrication, and rapid problem-solving for unexpected site conditions.

Watch the FULL EPISODE on YouTube: https://youtu.be/yEoWCswFqUQ

This episode is sponsored by Smith & Jones: https://www.bysmithandjones.com/

Links:
Smith & Jones on Instagram: https://www.instagram.com/bysmithandjones/
Smith & Jones: https://www.bysmithandjones.com/

For full show notes head to:https://themodernhotelier.com/episode/260https://themodernhotelier.com/episode/335

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

How are hotel AI employees and hotel software automation reshaping front-desk workload, guest messaging, and back-office efficiency?

In this special Independent Hotel Show Miami episode of The Modern Hotelier, hosts David Millili and Steve Carran sit down with Jonathan Lei, Co-Founder & CEO of withQ.

Jonathan breaks down how withQ AI builds digital workforce solutions to tackle the ongoing hotel workforce shortage, handle AI guest communications across voice, SMS, and email, and optimize complex hotel operational workflows.

What You’ll Learn in This Episode:

• Why hoteliers struggle with system fatigue and how hotel AI employees free up teams to focus on 5-star face-to-face guest care.
• How hotel voice AI manages incoming guest inquiries, customizes holiday/vacation packages, builds itineraries, and automates reservation flows.
• Why guest detection of hospitality AI has dropped from 70% to under 30%—and why travelers now prioritize speed over human interaction.
• How withQ built 70% of its customer base organically through industry trade show networking and client referrals.

Watch the FULL EPISODE on YouTube: https://youtu.be/Tw_XnLlUneM

This episode is sponsored by withQ: https://withq.ai/

Links:
Jonathan on LinkedIn: https://www.linkedin.com/in/zhiwei-lei/
withQ: https://withq.ai/

For full show notes head to:https://themodernhotelier.com/episode/260https://themodernhotelier.com/episode/334

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

Independent hotels have a secret weapon that the big chains don't have, and in this episode, we unpack exactly how to use it.

Welcome to The Modern Hotelier. Today's guest is David Gavaldon, a new member of the Stash Hotel Rewards team who spent years on the hotel side of the program before joining their side. He sits down with host Audrey Yates to break down how independent hotels can compete with corporate giants by building their own loyalty program without losing the independent spirit that makes them special.

In this episode, you'll learn:

• Why loyalty beats OTA traffic — the difference between price-driven OTA guests and the loyalty guests who book direct, feel special, and come back
• How to compete with the chains — why "we also have a loyalty program" is a powerful line for any independent property
• The network effect — how getting introduced at one Stash property immediately connects guests to a portfolio of nearly 400 independent hotels across North America
• Why staff buy-in makes or breaks the program — the one thing hotels get wrong (hint: if the staff doesn't buy in, why should the guests?)
• Easy integration — how Stash works with almost every PMS and CRS, so you can tap into the network without changing your tech stack
• The direct-booking advantage — why booking direct is astronomically better for the hotel, and how to spread that message

Watch the FULL EPISODE on YouTube: https://youtu.be/JhGTESfEPxU

Links:
Audrey on LinkedIn: https://www.linkedin.com/in/audrey-yates-0b5331b4/
David on LinkedIn: https://www.linkedin.com/in/david-gavaldon-036b76425/
Stash Hotel Rewards: https://www.stashrewards.com/

For full show notes head to:https://themodernhotelier.com/episode/260https://themodernhotelier.com/episode/333

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

Hotel amenities are the touchpoints guests remember, they matter just as much at $200 a night as at $1,000.

In this episode, Steve and David sit down with John Farrell, CEO and Owner, and Kim Peterson, Head of Operations, of Trilipiderm and Curated Comforts, a U.S.-based skincare and spa line that builds fully customized amenity programs for hotels.

Kim and John explain why scent is the most memory-evoking sense we have, how signature scents can keep amenity revenue on the property instead of "off the shelf," and how to roll out refillable dispensers without adding operational headaches for housekeeping. They also cover sustainability done properly, FSC-certified materials, reduced kitting and packaging, plus the supply-chain lesson every hotelier should hear everything US-sourced and US-manufactured meant zero disruptions, even through COVID.

You'll also get Trilipiderm's origin story (founded 2010 in Jackson Hole) and how the Cloudveil Hotel in Wyoming became their first hotel partner and went on to earn Michelin Keys while its guests raved about the in-room products.

If you run a property, own or manage hotel operations, or make amenity and procurement decisions, this episode is packed with practical takeaways on guest experience, sustainability, and building a brand guests remember.

In this episode, you'll discover:

• Trilipiderm's origin story — founded 2010 in Jackson Hole, Wyoming, and how the Cloudveil Hotel became their first hotel partner (now a Michelin Key property).
• Why scent drives guest experience — how a signature scent turns a bathroom into a branded experience guests remember.
• Why customized amenity programs win — how to keep amenity revenue on your property instead of buying off-the-shelf.
• The operational reality of refillable dispensers — rolling them out without housekeeping headaches, plus sustainability done right (FSC-certified, reduced packaging).
• A hotel supply-chain lesson — why all US-made production meant zero disruption, even through COVID.
• What hotel owners and ops managers should weigh on amenity and procurement decisions — guest experience, sustainability, and brand building.

Watch the FULL EPISODE on YouTube: https://youtu.be/AG9BYZgi9gw

Links:
Kim on LinkedIn: https://www.linkedin.com/in/kim-peterson-11248767/
TRILIPIDERM: https://trilipiderm.com/

For full show notes head to:https://themodernhotelier.com/episode/260https://themodernhotelier.com/episode/332

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

In this episode of The Modern Hotelier, David Millili and Steve Carran sit down with Anurag Verma, co-founder of PriceLabs, to explore how data, revenue management, and technology are transforming pricing strategies for independent hotels and alternative accommodations.

Anurag shares his journey from growing up across India and studying mathematical optimization to working in revenue management at United Airlines and eventually co-founding PriceLabs. He explains how lessons from the airline industry, especially the importance of building systems that can handle messy, real-world data, shaped his approach to hospitality technology.

The conversation dives into why relying solely on gut instinct, historical spreadsheets, or competitor pricing can create revenue blind spots. Anurag explains how hoteliers can use market demand, booking trends, events, occupancy data, and their own property performance to make smarter pricing decisions. He also discusses the role of automation and why technology should support human judgment rather than replace it.

You’ll also hear how PriceLabs evolved from a solution for a single Airbnb listing into a global revenue management platform serving short-term rentals, independent hotels, B&Bs, hostels, RV parks, and other lodging businesses.

In this episode, you’ll learn about:

• The biggest revenue management blind spots for independent hoteliers
• Why competitor pricing isn't always the right demand signal
• How hotels and short-term rentals can think differently about comp sets
• How PriceLabs was founded and evolved
• Why independent and smaller lodging businesses can be powerful early customers for new technology

This episode is sponsored by PriceLabs: https://hello.pricelabs.co/

Watch the FULL EPISODE on YouTube: https://youtu.be/RiaMuqdwTXs

Links:
Anurag on LinkedIn: https://www.linkedin.com/in/anuragxverma
PriceLabs: https://hello.pricelabs.co/

For full show notes head to:https://themodernhotelier.com/episode/260https://themodernhotelier.com/episode/331

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

How can independent hotels build a profitable distribution strategy while navigating OTAs, direct bookings, metasearch, and AI-driven travel discovery?

In this special Independent Hotel Show Miami episode of The Modern Hotelier, David Millili and Steve Carran sit down with Oshick Shams, Partner Manager at SiteMinder, to explore how hotel distribution is evolving and what independent hoteliers need to know to stay competitive.

Oshick shares his career journey from sports management and recruiting to hotel technology and partnerships, along with the lessons that shaped his approach to sales, relationship-building, and business development.

They also talk about the growing role of AI in how travelers discover hotels, why having accurate information online matters, and how connected technology can help hotel teams spend less time managing systems and more time making smart business decisions.

David, Steve, and Oshick also discuss the growing influence of AI on hotel discovery and why accurate, consistent digital information and reviews are becoming increasingly important. They explore how connected technology and data can help hotels reduce manual work, make faster decisions, and unlock greater value from their technology stacks.

In this episode, you'll learn:

• How to evaluate the true profitability of OTAs and other booking channels
• Why the guest booking journey is increasingly influenced by AI
• How hotels can improve their visibility across AI-driven discovery
• What to consider when evaluating hotel technology
• How smaller independent hotels can access better revenue and performance insights

This episode is sponsored by SiteMinder: https://www.siteminder.com/

Watch the FULL EPISODE on YouTube: https://youtu.be/cizfAxl2lmY

Links:
Oshick on LinkedIn: https://www.linkedin.com/in/oshick-shams-40900b106/
SiteMinder: https://www.siteminder.com/

For full show notes head to:https://themodernhotelier.com/episode/260https://themodernhotelier.com/episode/330

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

What does it take to create a hotel food and beverage program that guests remember, and locals actually want to visit?

In this episode, David Millili and Steve Carran sit down with Ami Alexander, Managing Partner at Barrel Aged Management, to explore the evolving role of food and beverage in hospitality. Ami shares lessons from her career with Hakkasan, Sydell Group, and Montage International, including the challenges of opening luxury restaurants around the world and leading a major restaurant launch in Dubai.

Ami discusses why today's travelers are increasingly drawn to authenticity, local experiences, strong restaurant concepts, and a sense of place. She explains how hotels can create F&B programs that connect with their communities while maintaining a consistent brand identity across different markets.

The conversation also covers the financial pressures facing hotel F&B operations, smarter restaurant design and programming, membership clubs, emerging hotel development markets, and ways hospitality teams can continually reinvent their spaces.

Ami also shares practical advice for hoteliers, including how to evaluate existing spaces with fresh eyes, create memorable guest experiences, hire for personality and hospitality, and avoid watering down a restaurant concept.

In this episode, you'll hear about:

• The evolution of hotel food and beverage experiences
• Why local authenticity matters to today's travelers
• How hotels can attract both travelers and local guests
• Why hospitality teams should hire for personality and character
• Lessons from Ami's career opening luxury hotels and restaurants worldwide

Watch the FULL EPISODE on YouTube: https://youtu.be/HnEO4pIKZnM

Links:
Ami on LinkedIn: https://www.linkedin.com/in/ami-grilly-alexander-a6989a1a/
Barrel Aged Management: https://www.barrelagedmgmt.com/

For full show notes head to:https://themodernhotelier.com/episode/260https://themodernhotelier.com/episode/329

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

What does it take to build a hotel brand that stands out in an increasingly competitive hospitality industry?

In this episode, David Millili and Steve Carran sit down with Phil Andreopoulos, CEO of YOTEL, to explore his remarkable career in hospitality, his leadership journey, and his vision for the future of hotel brands.

Phil shares how starting in a restaurant at just 14 years old shaped his passion for hospitality, the lessons he learned during a 25-year career at Marriott, and why he ultimately chose to leave a global hospitality giant to lead the more agile and entrepreneurial YOTEL.

The conversation dives into YOTEL's distinctive brand concept, its aviation-inspired origins, and how technology, automation, and thoughtful design are transforming the guest experience. Phil discusses YOTEL's affiliation with Hilton, the brand's ambitious growth plans across North America, opportunities in conversions and franchising, and the potential for YOTEL resorts.

He also explores the evolving expectations of hotel owners, the importance of maximizing profit per square foot, adaptive reuse, extended-stay hospitality, and the growing influence of bleisure travel. Throughout the conversation, Phil emphasizes a critical lesson for every hospitality leader: know your customer, understand what they truly want, and then overdeliver on the experience.

Whether you're a hotel owner, investor, hospitality professional, franchisee, or simply interested in the future of travel and hotels, this episode offers valuable insights into leadership, hotel development, brand differentiation, technology, and the changing needs of today's travelers.

In this episode, you'll learn about:

• Why YOTEL partnered with Hilton and what the affiliation means for growth
• YOTEL's aviation-inspired hotel concept and tech-forward guest experience
• The role of AI, automation, and robotics in modern hotels
• How bleisure travel is changing guest behavior
• Why distinctive brand identity matters in a crowded hospitality market

Watch the FULL EPISODE on YouTube: https://youtu.be/FaiAH3aWFCo

Links:
Phil on LinkedIn: https://www.linkedin.com/in/philandreopoulos/
YOTEL: https://www.yotel.com/en

For full show notes head to:https://themodernhotelier.com/episode/260https://themodernhotelier.com/episode/328

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

What does it take to create a truly one-of-a-kind hospitality experience in the age of AI?

In this episode, David Millili and Steve Carran sit down with Janice Wilson, founder of Menizei and Territori to explore the intersection of hospitality, technology, real estate, AI, and category design.

Janice shares her unconventional journey from law and real estate to professional dance, entrepreneurship in Cambodia, software engineering at Amazon, and building a unique hospitality concept near Olympic National Park. She explains why she believes category can matter more than data when creating differentiated hotel experiences and why relying too heavily on competitors and traditional comp sets can lead to a “crisis of sameness.” She also discusses why lifestyle operators have an advantage when experimenting with AI, the challenges of building a custom hotel tech stack, and what larger hotel brands need to consider as AI becomes increasingly embedded in hospitality.

You’ll also hear Janice’s advice for aspiring hotel owners, why design should begin earlier in the development process, and what the future of hotel technology could look like.

In this episode, you’ll learn:

• Why category design can help hotels stand apart from competitors
• The advantages and challenges of custom hotel tech stacks
• Why lifestyle hotels can move faster than large brands
• How storytelling can become a transformational guest experience
• Why design should be part of a hotel's core concept—not just an amenity

If you're interested in hotel technology, AI in hospitality, hotel development, lifestyle hotels, guest experience, and the future of travel, this episode offers a fresh perspective on how hoteliers can think beyond traditional industry playbooks.

Watch the FULL EPISODE on YouTube: https://youtu.be/5sFviYGOx0k

Links:
Janice on LinkedIn: https://www.linkedin.com/in/janicewilson/
Territori: https://territori.io/
Menizei: https://menizei.com/

For full show notes head to:https://themodernhotelier.com/episode/260https://themodernhotelier.com/episode/327

Follow on LinkedIn: https://www.linkedin.com/company/the-..

Join the conversation on today's episode on The Modern Hotelier LinkedIn page

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.