Hotel Moment

In this recast episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, sits down with Charlie Osmond, Co-Founder and Chief Growth Officer of TripTease, to explore what data quality really means in an AI-driven hospitality landscape. With over twelve years building technology at the intersection of behavioral psychology and the direct booking channel, Charlie argues that clean, unified data is not just an advantage, it is the difference between outstanding decisions and consistently wrong ones. From guest persona strategy to vendor API lock-in, Charlie reveals why the hotels that invest in data infrastructure today will be the ones positioned to thrive as AI reshapes the booking journey.

In this episode of Hotel Moment, we bring you another AI-generated conversation examining what hotel leaders should consider before replacing reservation teams with voice AI. Using findings from Revinate’s 2026 Secret Shopped Call Report, the discussion looks at why overloaded front desks struggle to convert callers, where automation genuinely improves efficiency, and why hotels need better visibility into their voice channel before making major staffing decisions. It also explores a less obvious consequence of automation: as AI absorbs routine inquiries, the human reservation role may become significantly more complex.

In this recast 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.

In this webinar episode of Hotel Moment, Brent Sanders, Sr. Customer Education Specialist at Revinate, sits down with Colton Bean, Director of Reservations at Suncadia Resort, to unpack Revinate's Secret Shopper Call Report, which analyzed 308 calls to 135 luxury properties. The findings are stark: 92% of unbooked calls collected zero contact details, and 56.6% skipped discovery questions entirely. Colton shares how Suncadia trains agents to ask the right questions, secure bookings before guests hang up, and use call recordings to coach a fully remote team. Their message: technology should support the conversation, never replace it.

In this recast episode of Hotel Moment, Karen Stephens sits down with Sky Mitchell, Founder and CEO of Basecamp Resorts. From getting fired and using a car loan to buy her first piece of land to building a $600 million hospitality empire, Sky shares her remarkable journey of entrepreneurship. Listen as she discusses her approach to staffing, the development of her new Everwild Nordic spa concept, sustainability initiatives, and her candid advice for aspiring entrepreneurs to succeed in the modern hospitality landscape.