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185 episodes

Recast: How Swiss Deluxe Hotels redefines luxury hospitality with tech | with Wilhelm Luxem
10/06/2026 | 22 mins.
In this recast episode of Hotel Moment, Karen Stephens sits down with Wilhelm Luxem, head of quality commission at Swiss Deluxe Hotels and former GM of the iconic Baur Au Lac hotel. With 50 years in luxury hospitality, Wilhelm shares his philosophy on technology adoption in five-star hotels, emphasizing that tech should always complement service DNA while staying in the background. From his experience with a seven-generation family-owned hotel to his insights on evolving guest expectations, Wilhelm offers valuable perspectives on maintaining luxury standards while embracing innovation.
How to win direct bookings with AI search | with Jarrett Tomback
03/06/2026 | 21 mins.
In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, sits down with Jarrett Tomback, Vice President of Digital Strategy and CRM at Starwood Hotels, for a conversation that moves from rethinking loyalty to the most urgent distribution question in hospitality: how do hotels win direct bookings in a world where AI search models give guests three to five recommendations instead of pages of links? Across 1 Hotels, Baccarat Hotels and Resorts, and Treehouse Hotels, Jarrett has built guest engagement strategies grounded in purpose, clean data, and a human-first AI approach that keeps the brand at the center of every interaction.
Why luxury hotels should focus on revenue, not cost-cutting | with Robert-Jan Woltering
27/05/2026 | 29 mins.
In this episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, sits down with Robert-Jan Woltering, Managing Director of De L'Europe Amsterdam, to make a case the luxury hotel industry needs to hear more often: cutting costs is easy, but it is the wrong strategy. With more than 30 years across five continents and a 130-year-old Amsterdam landmark celebrating three Michelin keys under his leadership, Robert-Jan shares why top-line revenue maximization, authentic guest experience, and entrepreneurial ownership thinking are the only levers that actually build a luxury hotel's long-term position.
Will guests trust AI with their travel plans? | with Aaron Miller
20/05/2026 | 23 mins.
In this episode of Hotel Moment, Karen Stephens welcomes back Aaron Miller, Senior Vice President of Digital Marketing and CRM at Highgate, for a grounded conversation on AI's real role in hospitality. Drawing on more than 20 years across brands like The Venetian Resort Las Vegas, Trump Hotels, and Turning Stone Enterprises, Aaron explains why the direct booking renaissance depends on hotel-owned content, why guests still want a curated website over a chat window, and how Highgate is pivoting its FIFA World Cup demand strategy from inbound international travel to local markets, staycations, and packaged offers.
How to prepare for hospitality's AI future: Inside NAVIGATE 2026
13/05/2026 | 21 mins.
In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, and Bailey Yeats, Marketing Manager at Revinate, recap NAVIGATE 2026, the annual Revinate customer conference held this year at the Wigwam in Phoenix. Featuring clips from CEO Bryson Koehler, Suncadia's Colton Bean, Pyramid Global's Abby Waski, Cote Hospitality's Angelo Fernandes, and Noble House's Jennifer Barnhart, the episode moves from the opening question that set the tone: 75% of the room had used ChatGPT to book travel in the last six months, through the AI strategies, product roadmap reveals, and customer perspectives that defined a conference where hoteliers arrived anxious about artificial intelligence and left with a plan.

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About Hotel Moment

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.

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