Service as a strategy: How to drive more revenue with frontline staff
In this episode of Hotel Moment, Karen Stephens sits down with Geoffrey Toffetti, CEO of Frontline Performance Group, a company serving nearly 3,000 hotels across major brands worldwide. Starting his career as a hotel valet and working through front desk and night audit, Geoffrey brings frontline experience to technology innovation. His platform combines learning management, analytics, and AI-driven coaching to help front desk agents increase upsells while improving service scores. From agents earning $100,000 annually to transforming skeptical veterans into top sellers, Geoffrey proves that investing in frontline performance creates wins for guests, employees, hotels, and owners alike.
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From curiosity to conversion: Lead nurturing that drives direct bookings
What if lead nurturing was about building genuine relationships instead of just sending more emails?
In this latest episode of Hotel Moment, Brenna Turpin explores why lead nurturing is more than automated follow-ups, it's the bridge between guest curiosity and direct bookings. With hotels seeing up to 50% higher conversion rates through nurture workflows, discover how human connection, storytelling, and strategic timing convert warm leads. Learn from JC Thompson's insights on emotional connection over scripted sales, The Ranch at Rock Creek's storytelling success, and how Evermore Resort generated 36% of monthly revenue through outbound call nurturing.
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Why personalized guest experiences matter to Collared Martin Hospitality
In this episode of Hotel Moment, Karen Stephens sits down with Steven Rubin, CEO of Collared Martin Hospitality, a lifestyle boutique hotel company he founded in 2025 — managing over $1 billion in assets across sought-after destinations from Martha's Vineyard to Jackson Hole. With nearly three decades in hospitality and experience teaching at NYU, Steven shares his philosophy of "bringing back the soul of hospitality" through the voice channel, strategic CRM data use, and thoughtful touches like U2 albums for VIP guests. From recovering 17-room oversells to turning dissatisfied guests into loyal advocates, Steven proves that technology should enhance, not replace, human connection.
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Winning the holiday rush: Breaking through the BFCM inbox | A Revinate webinar
In this episode of Hotel Moment, Anisha Yadav, Vice President of Customer & Product Marketing at Revinate, is joined by fellow Revinators Melissa Hsu, Sr. Director of Product Management, and Freya Craig, Sr. Customer and Product Marketing Manager. Melissa draws on her expertise in hotel technology, overseeing activation channels and pioneering new product features, while Freya shares actionable marketing strategies. The trio breaks down the secrets behind boosting email deliverability and guest engagement during Black Friday, Cyber Monday, and Travel Tuesday. With proven tactics like segmentation filters that drive 4x more direct revenue and AI-powered content tools, they demonstrate Revinate’s data-driven approach to maximizing holiday campaign success and setting the standard for personalized guest communications in hospitality
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Building relationships through reservations: Insights from The Broadmoor
In this episode of Hotel Moment, Karen Stephens sits down with Sarah Stephens, Room Reservations Manager at The Broadmoor in Colorado Springs — the world's largest and longest-running Forbes Five-Star hotel. With 14 years of managing a 13-15 person reservations team, Sarah shares how the voice channel creates unforgettable guest experiences through personal connections. From surprising guests with Doritos and handwritten notes to generating nearly $1 million in outbound call revenue over three months, Sarah reveals how luxury hospitality thrives on listening, training, and human-to-human connections that technology can enhance but never replace.
Welcome to the Hotel Moment Podcast, presented by Revinate, where we discuss how hotel technology shapes every moment of hoteliers’ experiences. Join us as we explore cutting-edge technology that is transforming the hospitality industry and hear from experts and visionaries who are shaping the future of the guest experience. The Hotel Moment podcast features insights and interviews with top players in the hospitality industry across North America, Europe, and Asia Pacific.
Once a week, we speak with hospitality professionals who have a real sense of what it’s like to work in this industry and what the direction of travel and consumer trends mean for the world right now.
Technology is changing the hotel industry faster than we know. Tune in to the show to discover more about how the latest developments in AI and other technologies are shaping hospitality, and enjoy hearing from our community of hoteliers.
Ireland