Hotel Moment

• Building loyalty with the next gen: Hospitality for kids and teens | with Alicia Zur-Szpiro

  In this episode of Hotel Moment, Karen Stephens sits down with Alicia Zur-Szpiro, Co-founder and Creative Director of Wanderland London, the world's first consultancy dedicated to kids and teens in hospitality. With her background in game design, toy invention, and publishing, Alicia offers fresh insights into how hotels can engage this often overlooked demographic. Learn why the $850 billion kids and teens market represents a massive opportunity for hotels to differentiate themselves and build lifelong brand loyalty.

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• Culture is the beginning and the end of your hotel | with Agnelo Fernandes

  In this episode of Hotel Moment, Karen Stephens sits down with Agnelo Fernandes, CEO of Cote Hospitality. With over two decades of experience in luxury hospitality, Agnelo shares his insights on fostering a strong company culture, leveraging technology while maintaining the human touch, and his vision for the future of hospitality. Discover how Cote Hospitality is redefining boutique and outdoor hospitality experiences through innovation and a people-first approach.

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• Give guests an experience they can’t get anywhere else | with Kurt Bjorkman

  In this episode of Hotel Moment, Karen Stephens sits down with Kurt Bjorkman, Chief Operating Officer at The Ranch at Laguna Beach. Kurt shares insights from his unique journey from scuba instructor to hospitality leader, and how he's transformed guest experiences at an independent luxury resort. Learn how The Ranch creates memorable local experiences, maintains authentic guest communication, and pioneers innovative sustainability practices —including their groundbreaking glass-to-sand recycling program.

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• Voice of opportunity: Turning caller inquiries into revenue strategies | a Revinate webinar

  In this week’s episode of the Hotel Moment podcast, we’re featuring a webinar from our webinar series, Hotel Moment Deep Dive. Revinators Melissa McMullin, Product Marketing Manager, Jack Newkirk, Enterprise Sales Consultant, and Dominic Donatoni, Senior Enterprise Client Sales crack open the treasure chest that is the voice channel — dispelling the misconception that “voice is dead.” With 58% of guests calling before booking, they highlight how personalized interactions drive higher ADR and how removing barriers for both guests and agents improves conversion rates. They also discuss reducing reservation team turnover, a $1.2M revenue recovery case study, and strategies to align marketing, revenue, and operations for stronger direct bookings.

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  44:45
• If you’re willing to pay, we will give it to you | with Casper Overbeek

  In this episode of Hotel Moment, Karen Stephens sits down with Casper Overbeek, Chief Product Officer at citizenM. Casper shares insights into citizenM's innovative paid subscription loyalty program and their unique approach to personalization across different cultures. From their guaranteed availability promise to their distinct understanding of European versus American guest preferences, discover how citizenM is reimagining hotel loyalty for the modern traveler.

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