Marketing Team
Meet the team behind our content
With diverse expertise spanning strategy, customer marketing, and product storytelling, our team is dedicated to empowering hoteliers and providing the resources they need to build stronger guest relationships and drive direct revenue.

Featured articles
Lead nurturing champions: hotels mastering the human-digital balance
Most guests don’t book on their first interaction. They explore your website, fill out a form, or call the reservations team — then vanish. For many hotels, that’s the end of the conversation. But for hospitality leaders, it’s just the beginning. Lead nurturing bridges the gap between interest and booking. It combines automation, a Customer Data Platform and human follow-up to guide every potential guest toward a direct reservation. Hotels that master the right balance [...]
Service as a strategy: How to drive more revenue with frontline staff
Hotel Moment WITH KAREN STEPHENS Episode 153 In this week’s episode of Hotel Moment, Geoffrey Toffetti, CEO of Frontline Performance Group, joins Revinate CMO Karen Stephens, with direct advice for hoteliers looking to improve their ancillary revenue. Geoffrey urges hoteliers to focus on service first — citing the correlation between improving service scores and revenue growth. Because hoteliers who treat every stage of the guest journey as an opportunity to [...]
Beyond price: The future of hotel upselling and cross-selling
An interview with Scott Dahl and Mercedes Blanco In this conversation, Scott Dahl and Mercedes Blanco unpack how upselling and cross-selling are evolving as hotels head into 2026. What used to be about upgrades and price points has become about creating moments that matter. Today’s travelers look for meaning, connection, and experiences that feel personal. https://youtu.be/SUkd13Q7PdE Mercedes, drawing on her experience in digital marketing and hospitality technology, shares how AI is transforming guest engagement. From [...]
Email timing that converts: Win guests on Travel Tuesday
While Black Friday and Cyber Monday may grab the headlines, Travel Tuesday is where hoteliers really need to focus on making their move. Falling right after the shopping frenzy, Travel Tuesday is when travelers are still browsing, comparing, and ready to book their next getaway — and when a perfectly timed email can make all the difference and increase your direct bookings. While most brands go quiet after Cyber Monday, hotels that send well-timed, segmented [...]
Why hoteliers need to master email deliverability
In hospitality marketing, your email list is one of your most valuable assets, delivering up to $1,479 in average booking value. It's how you connect with guests, build loyalty, and drive direct bookings. But with significant and ongoing changes from major mailbox providers like Google and Yahoo, the landscape of email marketing is shifting — and not without challenges. Today, hoteliers face stricter deliverability thresholds, easier unsubscribe tools, and shrinking inbox limits, all of which [...]
The AI-powered hotel upsell: Turning every channel into a revenue generator
This article was written by Henri Roelings and Karen Stephens. A guest is about to check in. They’ve booked a city-view room for two nights, and your data knows they stayed six months ago and splurged on a spa treatment. Before they even arrive, your front desk gets a quiet nudge: “Offer the spa package again. Add a glass of champagne on arrival.” That’s the impact of an AI-powered hotel upsell. Upselling has always been [...]
