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In this enlightening episode of Hotel Moment, Karen Stephens is joined by Dimple Jethani, the Chief Information Officer at Aramark Destinations. With over 25 years of experience driving innovation across technology and hospitality, Dimple shares her unique journey from accounting to technology leadership. Dimple discusses her unexpected path to hospitality, from her early days at Arthur Andersen to entrepreneurship, and eventually to leadership roles at Norwegian Cruise Line Holdings during the unprecedented challenges of COVID-19. Now at Aramark Destinations, she oversees technology strategy for iconic properties in national parks like Yosemite and Yellowstone, focusing on enhancing guest experiences through thoughtful technology implementation. Throughout the conversation, Dimple emphasizes the importance of master data management, cybersecurity education, and strategic AI adoption. She offers practical insights on how to approach data unification across multiple properties and why defining what you want to know about your guests must precede any technology implementation. What You'll Learn: * How to develop a unified data strategy across multiple properties to enable personalization and cross-selling * Why "master data management matters" and how improper integration diminishes the value of your guest data * How to implement a multi-layered cybersecurity approach that addresses the human element—often the weakest link * Strategies for navigating technology implementation during crisis situations, drawn from Dimple's experience at Norwegian Cruise Line during COVID-19 * How AI can transform travel planning by reducing customer anxiety and information overload * Practical first steps for centralizing your data when starting from disconnected systems * The importance of creating a culture of continuous learning and explaining the "why" behind technology initiatives * How to mentor and develop technology teams in hospitality by encouraging business understanding over technical jargon If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here [https://www.fame.so/follow-rate-review]. Connect with Dimple Jethani here: * LinkedIn [https://www.linkedin.com/in/dimple-jethani-19b4331/] * Aramark Destinations [https://thenationsvacation.com/] Connect with Karen here: * LinkedIn [https://www.linkedin.com/in/karenstephensrevinate/] * Revinate [https://www.linkedin.com/company/306678/?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base%3Bi9%2BgikVSRNWuDiMgMhjZEQ%3D%3D] Follow the podcast here: * LinkedIn [https://www.linkedin.com/showcase/hotel-moment-podcast-revinate/posts/?feedView=all] Episode Highlights: [02:26] From accounting to technology leadership - Dimple shares her unexpected journey into technology and hospitality. Originally planning to major in accounting, a series of pivots led her to technology consulting at Arthur Andersen, where she developed a passion for enabling businesses through technology. After 14 years as an entrepreneur, she landed at Norwegian Cruise Line Holdings, where she fell in love with hospitality and saw firsthand how crew experience drives guest experience. This path eventually led her to Aramark Destinations, where she now oversees technology for iconic properties in national parks across the United States. [06:24] Navigating COVID-19 at Norwegian Cruise Line - Dimple recounts the unprecedented challenges faced by the cruise industry during the COVID-19 pandemic. As the only industry completely shut down for over a year, Norwegian had to rapidly transition to remote work while developing new systems for processing refunds at scale. Dimple was heavily involved with the health and safety panel, implementing new technologies for contact tracing, COVID testing integration, and digital health passports. Despite the stress, she describes it as a "labor of love" that united the organization toward a common goal and ultimately led to the successful relaunch of 28 ships with enhanced safety protocols. [11:20] Creating a unified data strategy across destinations - Dimple emphasizes the importance of establishing consistent data collection and management across multiple properties. At Aramark Destinations, which operates lodges and experiences in iconic national parks like Yosemite and Yellowstone, she stresses that individual properties need to come together to define what guest data matters most. Without consistency, cross-selling and personalizing experiences across properties becomes impossible. She advocates for proper master data management and governance, noting that even if data is captured but not integrated properly, its value is significantly diminished. Making data easy to access and use is critical for success. Chapters: 00:00 - Intro  02:06 - Dimple's journey to technology and hospitality  06:10 - Leading technology through COVID at Norwegian Cruise Line  09:45 - About Aramark Destinations and their iconic properties  11:20 - Capturing and leveraging guest data effectively  13:27 - Approach to cybersecurity in hospitality  15:55 - AI's impact on travel planning and experiences  18:56 - First steps to centralizing your data  20:32 - Mentoring women in technology and hospitality  23:23 - Creating a culture of continuous learning  25:28 - Outro If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here [https://drive.google.com/file/d/1b1txo5zI90INQynb5klsVc58uwET0zQV/view?usp=drive_link]. Hotel Moment Podcast is handcrafted by our friends over at: fame.so [https://www.fame.so/] Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more. Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology. If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on: * Innovation in hospitality technology * Guest experience transformation * Revenue optimization strategies * Emerging industry trends Express your interest in being a guest → [https://forms.gle/Aq8zurR9zUKAB9Dm8] Check out the three most downloaded episodes: * Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler [https://hotelmomentpod.com/e/28xkz74n-new-ceo-bryson-koehler]  * Guests define what luxury means today | with Shannon Knapp [https://hotelmomentpod.com/e/1n3mm0qn-luxury-means-today] * Your commercial strategy as an evolution and not a revolution | with Jennifer Hill [https://hotelmomentpod.com/e/x8ym0wk8-your-commercial-strategy-as-an-evolution-and-not-a-revolution-with-jennifer-hill-of-kalibri-labs]

In this engaging episode of Hotel Moment, Karen Stephens sits down with Sky McLean, founder and CEO of Basecamp Resorts, to discuss her remarkable journey from being fired to building a thriving modern hospitality enterprise in Western Canada. Sky shares the story of how getting fired after just 27 days at her "dream job" led her to make a bold decision never to work for anyone else again. Using an unexpected $38,000 from a BMW financing deal, she purchased her first piece of land in Canmore, Alberta — the future site of the first Basecamp Resort. Through determination and creative financing, she transformed that initial investment into what is now a $600 million hospitality company. Throughout the conversation, Sky offers insights into her business philosophy, from hiring "people smarter than you" to her approach to sustainability and the development of the Everwild Nordic spa concept. She also shares candid advice for aspiring entrepreneurs, emphasizing that starting a business requires total commitment and cannot be treated as a "side hobby." What You'll Learn: * How adversity can spark entrepreneurship and lead to unexpected opportunities * Creative approaches to raising capital when traditional financing isn't available * The importance of hiring people smarter than yourself in areas where you lack expertise * How to develop new hospitality concepts like the Everwild Nordic spa to enhance guest experiences * Practical ways to incorporate sustainability into both construction and operations * Why entrepreneurship requires complete commitment and "jumping off the cliff" * How to match team members' skills and desires with business needs for optimal results If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here [https://www.fame.so/follow-rate-review]. Connect with Sky here: * LinkedIn [https://www.linkedin.com/in/sky-mclean-2299a420/] * Basecamp Resorts [https://www.basecampresorts.com/] Connect with Karen here: * LinkedIn [https://www.linkedin.com/in/karenstephensrevinate/] * Revinate [https://www.linkedin.com/company/306678/?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base%3Bi9%2BgikVSRNWuDiMgMhjZEQ%3D%3D] Follow the podcast here: * LinkedIn [https://www.linkedin.com/showcase/hotel-moment-podcast-revinate/posts/?feedView=all] Episode Highlights: [03:43] The origin story - Sky recounts how getting fired after just 27 days at her "dream job" led her to vow never to work for someone else again. With an unexpected $38,000 from a car financing deal at BMW, she purchased her first piece of land in Canmore, Alberta — the future site of the first Basecamp Resort. Starting with no job and limited funds, she raised $2 million from friends and family to finance the $8 million project, which has since grown into a $600 million enterprise. [07:41] Building an effective team - As a new founder with no hotel experience, Sky prioritized hiring people smarter than herself in areas where she lacked expertise. Her first two hires were an operations manager and an accountant, forming the foundation of what has grown to a 300-person team. Sky emphasizes the importance of matching people's skills and desires with the company's needs, and treating employees the way she would want to be treated. [08:49] Expanding into wellness tourism - Sky shares the evolution of Everwild, Basecamp's Nordic spa concept that offers guests a thermal cycle experience of hot, cold, rest, repeat. Originally intended as a hotel expansion on surplus land, the spa concept grew into a distinct brand offering authentic wellness experiences. With one spa under construction in Canmore, another in Fernie, and several more planned across Canada and potentially the US, Everwild represents a significant growth vector for the company. [13:31] Commitment to sustainability - From land acquisition through construction and operations, Sky details Basecamp's approach to environmental responsibility. This includes replacing more trees than are removed during development, using sustainable and recycled building materials, pursuing Built Green certification for new buildings, and carefully selecting environmentally responsible guest amenities. The company also participates in tree planting initiatives and partners with Protect Our Winters. [17:26] Advice for aspiring entrepreneurs - Sky offers candid advice to aspiring hospitality entrepreneurs: "There's no right time, so just do it." She emphasizes that entrepreneurship requires complete commitment. It can't be a side hobby. Sky acknowledges that entrepreneurship isn't for everyone due to the stress involved, but for those who know in their soul they're entrepreneurs, she encourages them to take the leap and trust their ability to figure things out along the way. Chapters: 00:00 - Intro 02:10 - Welcome to Sky McLean 02:43 - Introduction to Basecamp Resorts 03:43 - Sky's entrepreneurial origin story 07:41 - Building an effective hospitality team 08:49 - The Everwild Nordic spa concept 13:31 - Sustainability initiatives 15:41 - Investment opportunities 17:26 - Advice for aspiring entrepreneurs 19:18 - Outro If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here [https://drive.google.com/file/d/1b1txo5zI90INQynb5klsVc58uwET0zQV/view?usp=drive_link]. Hotel Moment Podcast is handcrafted by our friends over at: fame.so [https://www.fame.so/] Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more. Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology. If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on: * Innovation in hospitality technology * Guest experience transformation * Revenue optimization strategies * Emerging industry trends Express your interest in being a guest → [https://forms.gle/Aq8zurR9zUKAB9Dm8] Check out the three most downloaded episodes: * Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler [https://hotelmomentpod.com/e/28xkz74n-new-ceo-bryson-koehler]  * Guests define what luxury means today | with Shannon Knapp [https://hotelmomentpod.com/e/1n3mm0qn-luxury-means-today] * Your commercial strategy as an evolution and not a revolution | with Jennifer Hill [https://hotelmomentpod.com/e/x8ym0wk8-your-commercial-strategy-as-an-evolution-and-not-a-revolution-with-jennifer-hill-of-kalibri-labs]

In this insightful episode of Hotel Moment, Karen Stephens speaks with Dana Cariss, Senior Vice President of Revenue Strategy at CoralTree Hospitality, about how his company leverages data to drive revenue while delivering exceptional guest experiences across their diverse portfolio. Dana shares his journey with CoralTree Hospitality, which has grown from 8 properties in 2019 to over 40 hotels and 1,200 vacation rental keys today. Throughout the conversation, he emphasizes the importance of consolidating data and using it to understand total guest value beyond traditional metrics like acquisition costs. CoralTree's four-year journey to build a single data warehouse has enabled them to analyze guest spending at the transaction level — revealing surprising insights about channel value and creating opportunities for highly targeted marketing. Dana also addresses the challenges of technology integration, the potential drawbacks of industry consolidation, and the need for curiosity in developing effective revenue strategies. What You'll Learn: * How to leverage transaction-level data to personalize marketing communications * Why tracking where guests spend resort credits is the "silver bullet" for effective personalization * The surprising truth that OTA bookings often generate more total on-property revenue than direct bookings * How "seventh-level segmentation" dramatically improves email marketing conversion rates * Practical strategies for consolidating data from multiple systems into a unified dashboard * The importance of curiosity and challenging assumptions in revenue management * How to balance service delivery with technology enhancements in luxury properties If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here [https://www.fame.so/follow-rate-review]. Connect with Dana Cariss here: * LinkedIn [https://www.linkedin.com/in/danacariss/] * CoralTree Hospitality [https://www.coraltreehospitality.com/] Connect with Karen here: * LinkedIn [https://www.linkedin.com/in/karenstephensrevinate/] * Revinate [https://www.linkedin.com/company/306678/?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base%3Bi9%2BgikVSRNWuDiMgMhjZEQ%3D%3D] Follow the podcast here: * LinkedIn [https://www.linkedin.com/showcase/hotel-moment-podcast-revinate/posts/?feedView=all] Episode Highlights: [04:49] Managing diverse portfolio types - Dana explains the challenge of managing revenue strategy across CoralTree's diverse portfolio, which includes branded hotels (Marriott, Hilton, Hyatt), independent luxury properties, and vacation rentals. This requires a "flexible thinking" approach, as revenue strategies differ dramatically from a resort in California to a boutique hotel in Chicago to vacation rentals in Colorado. Dana emphasizes how their success stems from having great people empowered to make decisions daily across these varying property types. [07:10] Focus on service in luxury properties - Dana highlights that before discussing technology and communication strategies, luxury properties must prioritize service delivery. He shares experiences from their newly opened Pier 66 property in Fort Lauderdale, where guests are recognized by name throughout their arrival journey. This attention to personal service creates the foundation for guest loyalty, which technology then enhances through personalized anticipation of needs at properties like Terranea Resort. [10:04] Consolidating data for guest insights - CoralTree Hospitality has spent four years consolidating data from multiple systems into a single warehouse. They've integrated PMS, sales and catering, point of sale, and financial data at the transaction level. This allows them to analyze not just whether guests use resort credits, but precisely where they spend them, which Dana describes as "the silver bullet" for personalization. Understanding spending patterns enables truly tailored communications that drive higher conversion rates. [13:03] The power of deep segmentation - Dana reveals that conversion rates improve dramatically with deeper segmentation. Rather than sending generic mass emails, CoralTree creates "buckets of consumers" based on personas, then takes segmentation several levels deeper based on spending patterns and amounts. Dana references a partner finding that the "seventh level of segmentation" produced the best email conversion rates. This approach shifts marketing from "shotgun to rifle" precision, drastically improving engagement compared to the mass email approaches of the past. [15:40] Technology evolution and integration challenges - Looking at future technology trends, Dana highlights the continued development of Customer Data Platforms (CDPs) to better understand guest personas and journeys. He expresses hope for improved integrations across the industry, noting that data fragmentation remains a significant challenge despite years of effort to consolidate information. Dana also raises concerns about industry consolidation, questioning whether larger companies offering numerous services can maintain expertise in each area versus specialized providers excelling in specific niches. [22:32] Challenging assumptions with data - One of the most surprising insights from Dana's data analysis challenges conventional wisdom about direct bookings. While direct bookings offer lower acquisition costs (single-digit percentages versus higher costs for OTA bookings), their data reveals that in many cases, guests who book through third parties and intermediaries actually spend as much or more on property than direct bookers. This insight demonstrates the importance of measuring total guest value beyond booking channel metrics, using consolidated data dashboards to make more informed revenue decisions. Chapters: 00:00 - Intro 03:11 - Dana's journey with CoralTree Hospitality 04:49 - Managing different property types 07:10 - Blending efficiency with luxury service 10:04 - Using data to understand guest spending 13:03 - Segmentation for personalized marketing 14:40 - Technology evolution in luxury hospitality 17:12 - The importance of integrations 19:54 - Advice for centralizing data 22:32 - Direct vs. indirect booking insights 24:27 - The value of curiosity in revenue strategy If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here [https://drive.google.com/file/d/1b1txo5zI90INQynb5klsVc58uwET0zQV/view?usp=drive_link]. Hotel Moment Podcast is handcrafted by our friends over at: fame.so [https://www.fame.so/] Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more. Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology. If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on: * Innovation in hospitality technology * Guest experience transformation * Revenue optimization strategies * Emerging industry trends Express your interest in being a guest → [https://forms.gle/Aq8zurR9zUKAB9Dm8] Check out the three most downloaded episodes: * Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler [https://hotelmomentpod.com/e/28xkz74n-new-ceo-bryson-koehler]  * Guests define what luxury means today | with Shannon Knapp [https://hotelmomentpod.com/e/1n3mm0qn-luxury-means-today] * Your commercial strategy as an evolution and not a revolution | with Jennifer Hill [https://hotelmomentpod.com/e/x8ym0wk8-your-commercial-strategy-as-an-evolution-and-not-a-revolution-with-jennifer-hill-of-kalibri-labs]

In this insightful episode of Hotel Moment, Bryson Koehler, CEO of Revinate, engages in a thought-provoking conversation with Matthijs Welle, CEO of Mews, about the critical importance of data security in the hospitality industry. As technology continues to transform hotel operations, that same technology should keep up with the security challenges that hoteliers face. Together, they discuss: * The evolution of hotel technology from legacy DOS systems to modern, integrated platforms * How cybercriminals have become increasingly sophisticated in their targeting of hotel systems * Practical strategies for protecting guest data, including single sign-on, two-factor authentication, and proper user access management * The vital role of employee education and awareness in preventing security breaches * The importance of maintaining clean, actionable data without compromising security * Approaches for building a tech stack that balances innovation with robust security measures Matthijs emphasizes that while technology solutions like two-factor authentication are crucial, the human element remains the most vulnerable point in security systems. He stresses the importance of having security champions within hotels who regularly educate staff about emerging threats and best practices. Don't miss this essential conversation about safeguarding your hotel's most valuable asset: guest data. If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here [https://www.fame.so/follow-rate-review]. Connect with Matthijs here: * LinkedIn [https://www.linkedin.com/in/matthijswelle/?originalSubdomain=nl] * Mews [https://www.mews.com/en/home?mrasn=1402733.1742012.Zqxbnzxx] Connect with Bryson here: * LinkedIn [https://www.linkedin.com/in/brysonkoehler/] * Revinate [https://www.linkedin.com/company/306678/?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base%3Bi9%2BgikVSRNWuDiMgMhjZEQ%3D%3D] Follow the podcast here: * LinkedIn [https://www.linkedin.com/showcase/hotel-moment-podcast-revinate/posts/?feedView=all] Episode Highlights: [02:04] The democratization of hotel technology - Matthijs reflects on how hotel technology has evolved dramatically over the past 20 years, from DOS-based systems that required extensive training to modern, flexible solutions. He notes that today, hoteliers have the freedom to build technology stacks uniquely suited to their properties and guest needs. This shift has been so profound that technology considerations are increasingly influencing brand decisions, with some properties even reconsidering their brand affiliations to gain more technological flexibility. [09:54] The critical role of staff education in security - While discussing the growing sophistication of cyber threats, Matthijs emphasizes that technological solutions alone aren't enough. He stresses the importance of educating frontline staff who have access to sensitive data, explaining that single sign-on and two-factor authentication can reduce vulnerabilities, but proper staff awareness remains essential. Matthijs describes security as a "long-term game" that requires ongoing education to counter evolving criminal tactics. [14:14] Strategic approaches to data access management - Matthijs outlines practical steps for protecting guest data, beginning with thoughtful control of who has access to what information. He recommends that hotels carefully evaluate whether staff members, such as housekeeping, really need access to complete guest profiles. He advocates for single sign-on as "one of the best ways to protect your company" despite the significant investment required, and emphasizes the importance of teaching staff never to Google login pages, as this is where criminals often set traps through misleading ads. Chapters: 00:00 - Intro  01:00 - The evolution of hotel technology  03:30 - How brand dynamics are changing with technology  06:00 - Modern security challenges in hospitality  09:30 - Educating staff on security threats  12:00 - Building security-focused technology teams  14:00 - Best practices for protecting guest data  17:30 - The role of Google in security challenges  19:30 - Balancing data utility with security  21:30 - Approaching tech stack design strategically  24:00 - How Mews is investing in security  27:30 - Closing thoughts If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here [https://drive.google.com/file/d/1b1txo5zI90INQynb5klsVc58uwET0zQV/view?usp=drive_link]. Hotel Moment Podcast is handcrafted by our friends over at: fame.so [https://www.fame.so/] Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more. Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology. If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on: * Innovation in hospitality technology * Guest experience transformation * Revenue optimization strategies * Emerging industry trends Express your interest in being a guest → [https://forms.gle/Aq8zurR9zUKAB9Dm8] Check out the three most downloaded episodes: * Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler [https://hotelmomentpod.com/e/28xkz74n-new-ceo-bryson-koehler]  * Guests define what luxury means today | with Shannon Knapp [https://hotelmomentpod.com/e/1n3mm0qn-luxury-means-today] * Your commercial strategy as an evolution and not a revolution | with Jennifer Hill [https://hotelmomentpod.com/e/x8ym0wk8-your-commercial-strategy-as-an-evolution-and-not-a-revolution-with-jennifer-hill-of-kalibri-labs]

In this episode of Hotel Moment, Karen Stephens sits down with Bashar Wali, founder and CEO of Practice Hospitality and This Assembly. With over three decades of experience in the hospitality industry, Bashar brings a refreshing perspective on creating immersive and human-centered hotel experiences. Tune in as they discuss: * Why passion is the most underrated quality in hospitality and how looking at human behavior, rather than trends, creates lasting impact * How hotels can balance technological innovation with the crucial element of human connection * The difference between "memorable" and "forgettable" hotels, and why this distinction matters more than traditional ratings * Why loyalty programs often miss the mark, with Bashar declaring "Points are not loyalty. Points are bribery!" * How hotels can learn from retail's commitment to removing friction from the customer journey * The concept of ultra-personalization as the future of luxury in hospitality Bashar also shares his perspectives on hotel marketing in the digital age, the misuse of "Instagrammable moments," and why hoteliers need to think of themselves as retailers with perishable inventory. His candid insights challenge industry norms while offering practical advice for hoteliers seeking to create meaningful connections with their guests. If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here [https://www.fame.so/follow-rate-review]. Connect with Bashar Wali here: * LinkedIn [https://www.linkedin.com/in/basharwali/] * Practice Hospitality [https://www.practicehospitality.com/] * This Assembly [https://thisassembly.com/] Connect with Karen here: * LinkedIn [https://www.linkedin.com/in/karenstephensrevinate/] * Revinate [https://www.linkedin.com/company/306678/?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base%3Bi9%2BgikVSRNWuDiMgMhjZEQ%3D%3D] Follow the podcast here: * LinkedIn [https://www.linkedin.com/showcase/hotel-moment-podcast-revinate/posts/?feedView=all] Episode Highlights: [10:05] The importance of human connection - Bashar emphasizes that without human connection, hotels become mere commodities. "If I don't connect with you, you're just a place. I walk in, I walk out, I get what I need, I move on." He argues that while technology can streamline processes, the hospitality industry must not lose the human touch that makes experiences memorable. Hotels need to balance efficiency with creating opportunities for meaningful interactions that make guests feel they belong, rather than just providing shelter. [13:17] The misconception of loyalty programs - In one of the most candid moments of the episode, Bashar declares, "Points are not loyalty. Points are bribery!" He challenges the industry's reliance on points-based loyalty programs, suggesting that true loyalty comes from making guests feel seen and understood. Using examples from his own experiences, he illustrates how personalization and anticipating guest preferences create genuine loyalty that outlasts any points-based incentive system. [08:50] Technology's role in removing friction - Bashar views technology's purpose in hospitality as removing friction from the guest experience. "Technology's job is to remove the friction," he states, pointing to how airlines have streamlined processes while still maintaining human interaction during flights. He criticizes the hotel industry for being "dinosaurs" when it comes to technology, particularly in booking processes, and advocates for using technology to eliminate administrative tasks so staff can focus on meaningful guest interactions. Chapters: 00:00 - Intro 02:10 - The role of passion in hospitality and the pitfall of trend-chasing 05:24 - The difference between memorable and forgettable hotels 07:35 - Balancing technology and human connection in hospitality 10:05 - Why tribal connection matters in guest experience 12:23 - Ultra-personalization as the future of luxury 15:34 - The role of emotional intelligence in service 18:00 - Beyond points: Creating true guest loyalty 19:22 - Redefining CRM in hospitality 21:03 - Authentic content vs. manufactured "Instagrammable moments" 25:22 - Digital marketing strategy for the modern hotel 29:12 - Brand building as a long-term investment 30:20 - Advice for operators: Partnership over service provision If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here [https://drive.google.com/file/d/1b1txo5zI90INQynb5klsVc58uwET0zQV/view?usp=drive_link]. Hotel Moment Podcast is handcrafted by our friends over at: fame.so [https://www.fame.so/] Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more. Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology. If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on: * Innovation in hospitality technology * Guest experience transformation * Revenue optimization strategies * Emerging industry trends Express your interest in being a guest → [https://forms.gle/Aq8zurR9zUKAB9Dm8] Check out the three most downloaded episodes: * Revinate’s new CEO — on a mission to empower hoteliers with data-driven technology | with Bryson Koehler [https://hotelmomentpod.com/e/28xkz74n-new-ceo-bryson-koehler]  * Guests define what luxury means today | with Shannon Knapp [https://hotelmomentpod.com/e/1n3mm0qn-luxury-means-today] * Your commercial strategy as an evolution and not a revolution | with Jennifer Hill [https://hotelmomentpod.com/e/x8ym0wk8-your-commercial-strategy-as-an-evolution-and-not-a-revolution-with-jennifer-hill-of-kalibri-labs]