Hotel Moment

WITH KAREN STEPHENS

Episode 131

Delivering world-class service: Lessons in global luxury hospitality

In this week’s episode of Hotel Moment, Jeff Wielgopolan, Service Director of Meadwood Napa Valley & The Napa Valley Reserve, joins Revinate CMO Karen Stephens to share a guiding philosophy that ensures your hotel stands the test of time: To enjoy a luxury experience, all guests should have to do is show up and pay.

Jeff explains how the training and treatment of hotel staff weave through this philosophy, and how well-treated staff lead to well-treated guests who have their needs taken care of intuitively.

You’ll hear how Jeff recommends hoteliers incorporate guest feedback into the guest experience and stresses why it’s important for staff to balance personalization with the “why” behind every interaction.

Tune in to discover how to use technology to meet your guests where they are and deliver luxury experiences at scale.

Media

Know what your guests want before they do

Train staff on the “why” behind the guest experience

Your staff drives the guest experience

Luxury means guests shouldn’t have to think

Meet your host

As Chief Marketing Officer at Revinate, Karen Stephens is focused on driving long-term growth by building Revinate’s brand equity, product marketing, and customer acquisition strategies. Her deep connections with hospitality industry leaders play a key role in crafting strategic partnerships.

Karen is also the host of The Hotel Moment Podcast, where she interviews top players in the hospitality industry. Karen has been with Revinate for over 11 years, leading Revinate’s global GTM teams. Her most recent transition was from Chief Revenue Officer, where she led the team in their highest booking quarter to date in Q4 2023.

Karen has more than 25 years of expertise in global hospitality technology and online distribution — including managing global accounts in travel and hospitality organizations such as Travelocity and lastminute.com

Connect with Karen