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Meet your host — talking Total RevPAR, NOI, the voice channel, and budget season
Hotel Moment WITH KAREN STEPHENS Episode 90 In this episode of the Hotel Moment podcast, your host of two years, Revinate CMO Karen Stephens, is making her formal introduction to all our listeners. Karen walks through a bit of her journey in the hospitality sector, highlighting the technological innovation she’s witnessed at Revinate and across the industry. You’ll also hear first-hand insight from Karen and previous podcast guests about [...]
“Dis-loyalty” — Ennismore’s unconventional approach to guest loyalty
Hotel Moment WITH KAREN STEPHENS Episode 89 In this episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, is joined by Carlo Del Mistro, Chief Digital Officer at Ennismore, to introduce a loyalty program that breaks tradition. Mistro gives a sneak peek into how the “Dis-loyalty” program works by encouraging guests to visit properties in the company's entire portfolio, and how data is the key to attracting and [...]
Is NOI the only thing that matters?
Hotel Moment WITH KAREN STEPHENS Episode 88 In this episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, and Joe Pettigrew, Chief Commercial Officer at EOS Hospitality, reveal an industry truth that a hotel’s NOI should be the number one priority for revenue maximization. Pettigrew shares an honest perspective on commercial strategy — explaining that loyalty percentages, direct booking percentages, social media followers, email open rates, all mean [...]
Drive bookings over the phone with call center coaching techniques
“You never get a second chance to make a first impression.” ~ Will Rogers The world of hospitality is all about delivering exceptional guest experiences, and that starts with first interaction a guest has with your property. Oftentimes, it’s over the phone with your reservations team or call center. This initial touch-point is crucial, as your voice channel has the potential to drive serious revenue. With travel predicted to bounce back to 2019 levels by [...]
4 tips to grow direct revenue with a data-driven culture
We’ve witnessed success from hoteliers and hospitality professionals alike who prioritize a data-driven culture. Our Hotel Moment podcast dives into those success stories, and it’s from those conversations that we bring you four tips from industry leaders who have grown their business by prioritizing the data they collect. Because every hotelier wants to build a “dream team.” A highly functioning, unstoppable staff, unmatched in driving revenue and facilitating memorable guest experiences. The answer to this [...]
How well are you coaching your hotel teams?
Hotel Moment WITH KAREN STEPHENS Episode 87 In this episode of the Hotel Moment podcast, Karen Stephens, Revinate CMO, and JC Thompson, Founder and CEO of Pursuance, step into the world of performance coaching — exploring what it means to be a good coach for your hotel staff, especially for reservations departments. Thompson describes the pitfalls of traditional performance coaching methods on staff morale juxtaposed with performance coaching that [...]