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The Modern Hotelier

David Millili & Steve Carran

Each episode we discuss industry trends, talk about new technologies, and speak to industry experts. All so that you, The Modern Hotelier, can succeed in a new age of hospitality.

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Thursday · 1 hr
#341: 4 vs 5-Star Service, AI's Timeline, and Scaling Unique Hotel Brands | Hospitality Roundtable
What does the future of hospitality look like as hotels balance rising costs, evolving guest expectations, and the rapid growth of AI? In this special roundtable episode of The Modern Hotelier, Steve Carran and David Millili welcome four hospitality leaders to The Gallery at The Betsy Hotel in Miami Beach for an in-depth conversation about the challenges and opportunities shaping the industry. Joining the discussion are Stuart Greif, Chief Strategy & Innovation Officer at Forbes Travel Guide; Luis Segredo, co-founder of Data Travel, LLC and developer of Hapi; Amber Asher, former CEO of Standard Hotels and Bunkhouse Hotels; and Josh Johnston, CEO and founder of TrayAway. Together, they explore how technology and artificial intelligence can streamline hotel operations, connect fragmented systems, improve decision-making, and create new revenue opportunities without sacrificing the human connection that defines exceptional hospitality. The conversation also examines the growing pressure on hotel profitability, the challenge of maintaining consistent four- and five-star service standards, and how independent hotels can preserve their unique identities while competing in an increasingly technology-driven market. From AI-powered personalization and operational automation to staff development, company culture, and the importance of trusted guest data, the panel shares practical insights into what it takes to build a sustainable future for hospitality. In this episode, you'll discover: How AI can simplify hotel operations while empowering frontline teams to deliver better guest experiences Why trusted, connected data is essential for effective hotel technology and AI adoption The challenges of balancing profitability, labor costs, and luxury service standards How independent and lifestyle hotels can differentiate themselves through creativity, culture, and authentic guest experiences How to embrace meaningful innovation without overcomplicating the experience for hotel staff or guests As the hospitality industry evolves, one message remains clear: technology should not replace hospitality. It should give people more time, better tools, and greater opportunities to make every guest experience memorable. Watch the FULL EPISODE on YouTube: https://youtu.be/BB9XxYjLusY This episode is sponsored by Hapi & TrayAway: Hapi: https://www.stayhapi.com/ TrayAway: https://trayaway.com/ Links: Amber Asher Amber on LinkedIn: https://www.linkedin.com/in/amber-asher-6b388a5/?isSelfProfile=false Stuart Greif Stuart on LinkedIn: https://www.linkedin.com/in/stuartwgreif Forbes Travel Guide: https://www.forbestravelguide.com/ Luis Segredo Luis on LinkedIn: https://www.linkedin.com/in/luissegredo Hapi: https://www.stayhapi.com/ Josh Johnston Josh on LinkedIn: https://www.linkedin.com/in/josh-johnston-261a8342/?isSelfProfile=false TrayAway: https://trayaway.com/ For full show notes head to: https://themodernhotelier.com/episode/341 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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October 13 · 47 min
#340: Streamlining Wi-Fi Management for Your Hotel | with Hannah Greenberg, CEO of Eleven
How can hotels use technology, AI, and better Wi-Fi to improve guest experience? In this episode, David Millili and Steve Carran sit down with Hannah Greenberg, CEO of Eleven, to explore the future of hospitality technology, hotel operations, entrepreneurship, and what it truly takes to deliver exceptional guest service. Hannah shares her journey from working at a hotel front desk at just 16 years old to acquiring Eleven through entrepreneurship through acquisition. With experience in hotel operations, real estate development, private equity, and hospitality software, she explains why successful hotel technology is about more than just implementing new products. She also discusses the importance of cybersecurity, loyalty enrollment, modernizing legacy hotel systems, and balancing technology investments with other capital expenditures. She shares practical advice for hotel owners and hospitality leaders on evaluating technology solutions, embracing fresh perspectives, and building a culture where people and service come first. In this episode, you'll discover: Why hotel Wi-Fi is essential infrastructure for guest satisfaction, cybersecurity, and hotel operations. How AI is transforming hotel bookings, hospitality technology, and guest service expectations. Why adding more hotel technology products doesn't automatically solve operational problems. The importance of evaluating AI solutions and improving interoperability across hotel brands’ technology stacks. What makes hospitality successful through people, empathy, accountability, and exceptional service This episode is sponsored by Eleven: https://www.elevensoftware.com/ Watch the FULL EPISODE on YouTube: https://youtu.be/fbmbOuLJ7-c Links: Hannah on LinkedIn: https://www.linkedin.com/in/hannahgreenberg Eleven: https://www.elevensoftware.com/ For full show notes head to: https://themodernhotelier.com/episode/340 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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October 9 · 22 min
#339: Cabañas Launch Astound, Dormakaba Acquires Alliants, Booking on Social Media | Christopher Ahlgrim
On this episode of The Modern Hotelier Hospitality Hot Topics, Steve Carran and David Millili sit down with Christopher Ahlgrim from Preferred Travel Group to talk about the latest news and trends in hospitality. They kick things off with a look at Astound Ventures’ new $30 million investment fund and Dormakaba’s acquisition of Alliants, and what these moves could mean for hotel technology and the guest experience. They also get into why travelers are still hesitant to book hotels through social media, especially with AI making it easier to create misleading photos and content. Chris also talks about how AI is changing the way travelers find hotels, why keeping website rates competitive matters, and how hotels can protect their margins while encouraging more direct bookings. If you work in hospitality or want to keep up with what’s happening in the hotel industry, this episode is packed with useful insights and real-world perspectives. In this episode, you’ll learn about: Burt and Alex Cabañas launch Astound Ventures Dormaka buys Alliants Consumer Hesitance with Booking Travel Via Social Media We were just at IHS, favorite talk or experience What is new at Preferred? Watch the FULL EPISODE on YouTube: https://youtu.be/Ok2q5QSt_UU Links: Christopher on LinkedIn: https://www.linkedin.com/in/christopherahlgrim Preferred Travel Group: https://preferredtravelgroup.com/ For full show notes head to: https://themodernhotelier.com/episode/339 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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October 8 · 15 min
#339: How Sofitel is Using Competitive Intelligence, Location Data, and AI to Improve Hotel Marketing | with Evan Saunders & Raphaël Bourillet
In this episode of The Modern Hotelier, David Millili sits down with Evan Saunders of Azira and Raphaël Bourillet of Accor Luxury to explore how AI, competitive intelligence, location data, and behavioral insights are reshaping hotel marketing. The conversation dives into how hotels can identify high-intent travelers, move beyond traditional OTA strategies, and use data to create more precise marketing campaigns that drive real revenue. Evan and Raphaël also share insights from Sofitel New York’s competitive and location intelligence campaign, showing how targeting the right guests can maximize marketing budgets and increase visitation. They also discuss the growing role of AI across hospitality from discovery and booking to procurement, HR, marketing, and revenue optimization, and how hotels can measure campaign success beyond clicks and direct bookings. In this episode, you’ll learn: How AI is changing hotel marketing and traveler discovery Why location and behavioral data can uncover high-intent guests How competitive intelligence can improve hotel targeting What Sofitel New York learned from its data-driven campaign Watch the FULL EPISODE on YouTube: https://youtu.be/B86bPmsa3EU Links: Evan Saunders on LinkedIn: https://www.linkedin.com/in/evansaunders/?isSelfProfile=false Raphaël Bourillet on LinkedIn: https://www.linkedin.com/in/raphaelbourillet/?isSelfProfile=false Azira: https://www.azira.com/ Accor: https://all.accor.com/a/en.html For full show notes head to: https://themodernhotelier.com/episode/339 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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October 6 · 33 min
#338: Why Hotels Need Custom AI Workflows | with Sajid Shariff
Is your hotel lost in the "AI pilot trap"? In this episode recorded live at AI Washington, D.C., David and Steve sit down with Sajid Shariff, Founder and CEO of Dextr AI, to discuss how multi-agent AI systems are shifting hospitality from simple chatbots to full-scale operational intelligence. Sajid shares his journey from IIT Bombay and Stanford to building businesses across consulting, tech, and hospitality. He breaks down why single-point tech solutions are failing hoteliers, how Dextr AI automates everything from front desk lockouts and room reservations to tailored guest food-allergy workflows, and how voice AI is capturing missed direct-booking revenue. Key Topics Covered: Why standard "one-size-fits-all" AI pilots fail and how forward-deployed, custom agent workflows deliver measurable bottom-line value. How intelligent voice AI picks up the ~40% of missed calls that normally end up on high-fee OTA platforms. Why AI agents should act as frontline "buddies" to remove busywork and let hospitality staff focus on the guest experience. How Dextr AI handles payment security, API encryption, and prompt injection defense to maintain guest trust. What the fully AI-supported, front-desk-free hotel of the future will look like. Watch the FULL EPISODE on YouTube: https://youtu.be/8p6Yn0EYiPM Links: Sajid on LinkedIn: https://www.linkedin.com/in/shariffsajid Dextr AI: https://www.dextr.ai/ For full show notes head to: https://themodernhotelier.com/episode/338 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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October 1 · 28 min
#337: How Revenue Management Is Changing & Giving Independent Hotels An Advantage | with Steve Taft & Tim Kolman
What can a modern revenue management system (RMS) actually do for an independent hotel? In this episode, David Millili sits down with Steve Taft, VP of Partnerships at ampliphi RMS, and Tim Kolman, VP of Sales at ampliphi RMS, to discuss how modern revenue management systems are helping independent hotels compete with larger brands. For many 40-room independent hotels, revenue management is still something owners and operators handle at the end of a long day. From check-ins and check-outs to laundry, breakfast, maintenance, and guest service, there is often little time left for analyzing demand and optimizing room rates. In this episode, we discuss: Why independent hotels have historically been underserved by hospitality technology How a 40-room independent hotel can approach hotel pricing and revenue management Why legacy RMS technology created the perception that revenue management requires extensive manpower The difference between an all-in-one hotel technology stack and a best-in-breed technology strategy If you're a hotel owner, general manager, revenue manager, hospitality technology professional, or independent hotel operator interested in hotel revenue optimization, RMS technology, AI for hotels, dynamic pricing, RevPAR, commercial strategy, and independent hotel technology, this episode is for you. Watch the FULL EPISODE on YouTube: https://youtu.be/bmg2EWB-8NU Links: Steve on LinkedIn: https://www.linkedin.com/in/stevetaft/ Tim on LinkedIn: https://www.linkedin.com/in/tkolman/ ampliphi RMS: https://www.getampliphi.com/ For full show notes head to: https://themodernhotelier.com/episode/337 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 30 · 22 min
#336: What the Next Generation of Hotel Technology Looks Like | with Mark Bloomquist & Steve Burman
roommaster is evolving—and the future of hotel technology is all about modernization, flexibility, and helping hoteliers work smarter. In this episode, recorded at the Independent Hotel Show Miami, Steve Carran sits down with Mark Bloomquist, Chief Revenue Officer, and Steven Burman, Director of Sales at roommaster, to discuss how the 30-year-old hospitality technology platform is being reimagined for the next generation of hoteliers. They explore what “modern” really means in hotel technology, why hoteliers are looking for more unified platforms, and how roommaster is combining PMS functionality with revenue management, reporting, AI, integrations, and human support. The conversation also dives into the growing role of AI in hospitality, not as a replacement for hotel staff, but as a way to automate repetitive tasks and free teams to focus more on guest experience. Mark and Steven also explain why human account management and personalized support remain critical as technology continues to evolve. In this episode, you'll learn about: How roommaster has evolved after 30 years in hospitality What “modern” hotel technology actually means Why hoteliers want all-in-one platforms and seamless integrations Where AI belongs in the hotel guest journey Who roommaster is designed to serve Watch the FULL EPISODE on YouTube: https://youtu.be/gSHANsDJSmw Links: Mark on LinkedIn: https://www.linkedin.com/in/mark-bloomquist-a7a4639/ Steve on LinkedIn: https://www.linkedin.com/in/stevenburman99/ roommaster: https://www.roommaster.com/ For full show notes head to: https://themodernhotelier.com/episode/336 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 29 · 8 min
#335: How Custom Furniture Help Hotels Tell A Story | with Chandler Smith & Natali Jones
In this special episode of The Modern Hotelier, hosted by David Millili live from the Independent Hotel Show Miami, we sit down with Chandler Smith and Natali Jones, the creative minds behind the design atelier Smith & Jones. Smith & Jones is redefining high-end residential and niche commercial spaces with custom furniture, fine decor, and art curation. Chandler and Natali break down what it truly means to operate as an atelier—collaborating closely with architects, artists, and designers to bring unique stories to life. In this episode, you’ll learn: How Smith & Jones acts as a collaborative bridge between design teams and American craftspeople. Why supporting local manufacturing ensures quality, fosters future trade generations, and speeds up problem-solving. How to achieve an interior space that feels thoughtfully collected over years—rather than bought all at once—even on tight project timelines. How advances in contract-grade material technology are enabling North American hotels to adopt bolder, more unexpected design choices without sacrificing code compliance or durability. The Smith & Jones' broader capabilities, including art curation, custom fabrication, and rapid problem-solving for unexpected site conditions. Watch the FULL EPISODE on YouTube: https://youtu.be/yEoWCswFqUQ This episode is sponsored by Smith & Jones: https://www.bysmithandjones.com/ Links: Smith & Jones on Instagram: https://www.instagram.com/bysmithandjones/ Smith & Jones: https://www.bysmithandjones.com/ For full show notes head to: https://themodernhotelier.com/episode/335 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 28 · 8 min
#334: Building an AI Workforce For Hotels | with Jonathan Lei
How are hotel AI employees and hotel software automation reshaping front-desk workload, guest messaging, and back-office efficiency? In this special Independent Hotel Show Miami episode of The Modern Hotelier, hosts David Millili and Steve Carran sit down with Jonathan Lei, Co-Founder & CEO of withQ. Jonathan breaks down how withQ AI builds digital workforce solutions to tackle the ongoing hotel workforce shortage, handle AI guest communications across voice, SMS, and email, and optimize complex hotel operational workflows. What You’ll Learn in This Episode: Why hoteliers struggle with system fatigue and how hotel AI employees free up teams to focus on 5-star face-to-face guest care. How hotel voice AI manages incoming guest inquiries, customizes holiday/vacation packages, builds itineraries, and automates reservation flows. Why guest detection of hospitality AI has dropped from 70% to under 30%—and why travelers now prioritize speed over human interaction. How withQ built 70% of its customer base organically through industry trade show networking and client referrals. Watch the FULL EPISODE on YouTube: https://youtu.be/Tw_XnLlUneM This episode is sponsored by withQ: https://withq.ai/ Links: Jonathan on LinkedIn: https://www.linkedin.com/in/zhiwei-lei/ withQ: https://withq.ai/ For full show notes head to: https://themodernhotelier.com/episode/334 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 25 · 15 min
#333: How A Loyalty Program Helps Independent Hotels Compete | with Audrey Yates & David Gavaldon
Independent hotels have a secret weapon that the big chains don't have, and in this episode, we unpack exactly how to use it. Welcome to The Modern Hotelier. Today's guest is David Gavaldon, a new member of the Stash Hotel Rewards team who spent years on the hotel side of the program before joining their side. He sits down with host Audrey Yates to break down how independent hotels can compete with corporate giants by building their own loyalty program without losing the independent spirit that makes them special. In this episode, you'll learn: Why loyalty beats OTA traffic — the difference between price-driven OTA guests and the loyalty guests who book direct, feel special, and come back How to compete with the chains — why "we also have a loyalty program" is a powerful line for any independent property The network effect — how getting introduced at one Stash property immediately connects guests to a portfolio of nearly 400 independent hotels across North America Why staff buy-in makes or breaks the program — the one thing hotels get wrong (hint: if the staff doesn't buy in, why should the guests?) Easy integration — how Stash works with almost every PMS and CRS, so you can tap into the network without changing your tech stack The direct-booking advantage — why booking direct is astronomically better for the hotel, and how to spread that message Watch the FULL EPISODE on YouTube: https://youtu.be/JhGTESfEPxU Links: Audrey on LinkedIn: https://www.linkedin.com/in/audrey-yates-0b5331b4/ David on LinkedIn: https://www.linkedin.com/in/david-gavaldon-036b76425/ Stash Hotel Rewards: https://www.stashrewards.com/ For full show notes head to: https://themodernhotelier.com/episode/333 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 24 · 23 min
#332: The Importance of Scent & Guest Amenities for Hotels | with Kim Peterson & John Farrell
Hotel amenities are the touchpoints guests remember, they matter just as much at $200 a night as at $1,000. In this episode, Steve and David sit down with John Farrell, CEO and Owner, and Kim Peterson, Head of Operations, of Trilipiderm and Curated Comforts, a U.S.-based skincare and spa line that builds fully customized amenity programs for hotels. Kim and John explain why scent is the most memory-evoking sense we have, how signature scents can keep amenity revenue on the property instead of "off the shelf," and how to roll out refillable dispensers without adding operational headaches for housekeeping. They also cover sustainability done properly, FSC-certified materials, reduced kitting and packaging, plus the supply-chain lesson every hotelier should hear everything US-sourced and US-manufactured meant zero disruptions, even through COVID. You'll also get Trilipiderm's origin story (founded 2010 in Jackson Hole) and how the Cloudveil Hotel in Wyoming became their first hotel partner and went on to earn Michelin Keys while its guests raved about the in-room products. If you run a property, own or manage hotel operations, or make amenity and procurement decisions, this episode is packed with practical takeaways on guest experience, sustainability, and building a brand guests remember. In this episode, you'll discover: Trilipiderm's origin story — founded 2010 in Jackson Hole, Wyoming, and how the Cloudveil Hotel became their first hotel partner (now a Michelin Key property). Why scent drives guest experience — how a signature scent turns a bathroom into a branded experience guests remember. Why customized amenity programs win — how to keep amenity revenue on your property instead of buying off-the-shelf. The operational reality of refillable dispensers — rolling them out without housekeeping headaches, plus sustainability done right (FSC-certified, reduced packaging). A hotel supply-chain lesson — why all US-made production meant zero disruption, even through COVID. What hotel owners and ops managers should weigh on amenity and procurement decisions — guest experience, sustainability, and brand building. Watch the FULL EPISODE on YouTube: https://youtu.be/AG9BYZgi9gw Links: Kim on LinkedIn: https://www.linkedin.com/in/kim-peterson-11248767/ TRILIPIDERM: https://trilipiderm.com/ For full show notes head to: https://themodernhotelier.com/episode/332 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 23 · 35 min
#331: How Independent Hotels Should Think About Pricing | with Anurag Verma
In this episode of The Modern Hotelier, David Millili and Steve Carran sit down with Anurag Verma, co-founder of PriceLabs, to explore how data, revenue management, and technology are transforming pricing strategies for independent hotels and alternative accommodations. Anurag shares his journey from growing up across India and studying mathematical optimization to working in revenue management at United Airlines and eventually co-founding PriceLabs. He explains how lessons from the airline industry, especially the importance of building systems that can handle messy, real-world data, shaped his approach to hospitality technology. The conversation dives into why relying solely on gut instinct, historical spreadsheets, or competitor pricing can create revenue blind spots. Anurag explains how hoteliers can use market demand, booking trends, events, occupancy data, and their own property performance to make smarter pricing decisions. He also discusses the role of automation and why technology should support human judgment rather than replace it. You’ll also hear how PriceLabs evolved from a solution for a single Airbnb listing into a global revenue management platform serving short-term rentals, independent hotels, B&Bs, hostels, RV parks, and other lodging businesses. In this episode, you’ll learn about: The biggest revenue management blind spots for independent hoteliers Why competitor pricing isn't always the right demand signal How hotels and short-term rentals can think differently about comp sets How PriceLabs was founded and evolved Why independent and smaller lodging businesses can be powerful early customers for new technology This episode is sponsored by PriceLabs: https://hello.pricelabs.co/ Watch the FULL EPISODE on YouTube: https://youtu.be/RiaMuqdwTXs Links: Anurag on LinkedIn: https://www.linkedin.com/in/anuragxverma PriceLabs: https://hello.pricelabs.co/ For full show notes head to: https://themodernhotelier.com/episode/331 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 22 · 20 min
#330: The Biggest Change in Hotel Distribution | with Oshick Shams
How can independent hotels build a profitable distribution strategy while navigating OTAs, direct bookings, metasearch, and AI-driven travel discovery? In this special Independent Hotel Show Miami episode of The Modern Hotelier, David Millili and Steve Carran sit down with Oshick Shams, Partner Manager at SiteMinder, to explore how hotel distribution is evolving and what independent hoteliers need to know to stay competitive. Oshick shares his career journey from sports management and recruiting to hotel technology and partnerships, along with the lessons that shaped his approach to sales, relationship-building, and business development. They also talk about the growing role of AI in how travelers discover hotels, why having accurate information online matters, and how connected technology can help hotel teams spend less time managing systems and more time making smart business decisions. David, Steve, and Oshick also discuss the growing influence of AI on hotel discovery and why accurate, consistent digital information and reviews are becoming increasingly important. They explore how connected technology and data can help hotels reduce manual work, make faster decisions, and unlock greater value from their technology stacks. In this episode, you'll learn: How to evaluate the true profitability of OTAs and other booking channels Why the guest booking journey is increasingly influenced by AI How hotels can improve their visibility across AI-driven discovery What to consider when evaluating hotel technology How smaller independent hotels can access better revenue and performance insights This episode is sponsored by SiteMinder: https://www.siteminder.com/ Watch the FULL EPISODE on YouTube: https://youtu.be/cizfAxl2lmY Links: Oshick on LinkedIn: https://www.linkedin.com/in/oshick-shams-40900b106/ SiteMinder: https://www.siteminder.com/ For full show notes head to: https://themodernhotelier.com/episode/330 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 17 · 42 min
#329: How To Develop a Successful Hotel Food & Beverage Program | with Ami Alexander
What does it take to create a hotel food and beverage program that guests remember, and locals actually want to visit? In this episode, David Millili and Steve Carran sit down with Ami Alexander, Managing Partner at Barrel Aged Management, to explore the evolving role of food and beverage in hospitality. Ami shares lessons from her career with Hakkasan, Sydell Group, and Montage International, including the challenges of opening luxury restaurants around the world and leading a major restaurant launch in Dubai. Ami discusses why today's travelers are increasingly drawn to authenticity, local experiences, strong restaurant concepts, and a sense of place. She explains how hotels can create F&B programs that connect with their communities while maintaining a consistent brand identity across different markets. The conversation also covers the financial pressures facing hotel F&B operations, smarter restaurant design and programming, membership clubs, emerging hotel development markets, and ways hospitality teams can continually reinvent their spaces. Ami also shares practical advice for hoteliers, including how to evaluate existing spaces with fresh eyes, create memorable guest experiences, hire for personality and hospitality, and avoid watering down a restaurant concept. In this episode, you'll hear about: The evolution of hotel food and beverage experiences Why local authenticity matters to today's travelers How hotels can attract both travelers and local guests Why hospitality teams should hire for personality and character Lessons from Ami's career opening luxury hotels and restaurants worldwide Watch the FULL EPISODE on YouTube: https://youtu.be/HnEO4pIKZnM Links: Ami on LinkedIn: https://www.linkedin.com/in/ami-grilly-alexander-a6989a1a/ Barrel Aged Management: https://www.barrelagedmgmt.com/ For full show notes head to: https://themodernhotelier.com/episode/329 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 15 · 47 min
#328: How a European Hotel Brand Is Expanding in America | with Phil Andreopoulos, CEO of Yotel
What does it take to build a hotel brand that stands out in an increasingly competitive hospitality industry? In this episode, David Millili and Steve Carran sit down with Phil Andreopoulos, CEO of YOTEL, to explore his remarkable career in hospitality, his leadership journey, and his vision for the future of hotel brands. Phil shares how starting in a restaurant at just 14 years old shaped his passion for hospitality, the lessons he learned during a 25-year career at Marriott, and why he ultimately chose to leave a global hospitality giant to lead the more agile and entrepreneurial YOTEL. The conversation dives into YOTEL's distinctive brand concept, its aviation-inspired origins, and how technology, automation, and thoughtful design are transforming the guest experience. Phil discusses YOTEL's affiliation with Hilton, the brand's ambitious growth plans across North America, opportunities in conversions and franchising, and the potential for YOTEL resorts. He also explores the evolving expectations of hotel owners, the importance of maximizing profit per square foot, adaptive reuse, extended-stay hospitality, and the growing influence of bleisure travel. Throughout the conversation, Phil emphasizes a critical lesson for every hospitality leader: know your customer, understand what they truly want, and then overdeliver on the experience. Whether you're a hotel owner, investor, hospitality professional, franchisee, or simply interested in the future of travel and hotels, this episode offers valuable insights into leadership, hotel development, brand differentiation, technology, and the changing needs of today's travelers. In this episode, you'll learn about: Why YOTEL partnered with Hilton and what the affiliation means for growth YOTEL's aviation-inspired hotel concept and tech-forward guest experience The role of AI, automation, and robotics in modern hotels How bleisure travel is changing guest behavior Why distinctive brand identity matters in a crowded hospitality market Watch the FULL EPISODE on YouTube: https://youtu.be/FaiAH3aWFCo Links: Phil on LinkedIn: https://www.linkedin.com/in/philandreopoulos/ YOTEL: https://www.yotel.com/en For full show notes head to: https://themodernhotelier.com/episode/328 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 10 · 40 min
#327: Designing Unparalleled Hospitality Experiences | with Janice Wilson, Founder of Menizei
What does it take to create a truly one-of-a-kind hospitality experience in the age of AI? In this episode, David Millili and Steve Carran sit down with Janice Wilson, founder of Menizei and Territori to explore the intersection of hospitality, technology, real estate, AI, and category design. Janice shares her unconventional journey from law and real estate to professional dance, entrepreneurship in Cambodia, software engineering at Amazon, and building a unique hospitality concept near Olympic National Park. She explains why she believes category can matter more than data when creating differentiated hotel experiences and why relying too heavily on competitors and traditional comp sets can lead to a “crisis of sameness.” She also discusses why lifestyle operators have an advantage when experimenting with AI, the challenges of building a custom hotel tech stack, and what larger hotel brands need to consider as AI becomes increasingly embedded in hospitality. You’ll also hear Janice’s advice for aspiring hotel owners, why design should begin earlier in the development process, and what the future of hotel technology could look like. In this episode, you’ll learn: Why category design can help hotels stand apart from competitors The advantages and challenges of custom hotel tech stacks Why lifestyle hotels can move faster than large brands How storytelling can become a transformational guest experience Why design should be part of a hotel's core concept—not just an amenity If you're interested in hotel technology, AI in hospitality, hotel development, lifestyle hotels, guest experience, and the future of travel, this episode offers a fresh perspective on how hoteliers can think beyond traditional industry playbooks. Watch the FULL EPISODE on YouTube: https://youtu.be/5sFviYGOx0k Links: Janice on LinkedIn: https://www.linkedin.com/in/janicewilson/ Territori: https://territori.io/ Menizei: https://menizei.com/ For full show notes head to: https://themodernhotelier.com/episode/327 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 8 · 53 min
#326: The Future of AI in Hospitality: Hotel Technology, Data & Automation | with Kevin King
What does it take to build technology that can truly transform hotel operations? In this episode, David Millili and Steve Carran sit down with Kevin King, CEO of Shiji, for a wide-ranging conversation about hospitality technology, artificial intelligence, leadership, and the future of the hotel industry. Kevin shares his journey from working at a hotel front desk in Australia to leading a global hospitality technology company. He discusses how his experiences living and working in China shaped his leadership philosophy, what he learned from scaling MICROS across Asia Pacific, and why successful technology companies must ultimately be built around people, trust, and resilience. The conversation also dives deep into AI in hospitality—and why hotels need to look beyond chatbots and flashy features. Kevin explains how connected platforms, APIs, data governance, security, compliance, and agentic AI can help hotels move from simply answering questions to actually completing operational tasks. Kevin shares his perspective on why AI will eventually become as invisible and essential as the internet, why hotels may be using only a fraction of the technology they already have, and why functionality should come before unnecessary processes and features. In this episode, you'll learn about: The evolution of hotel PMS and enterprise technology How AI can create real operational value for hotels Data security, privacy, compliance, and data sovereignty Why connected platforms are critical for AI adoption The importance of people, resilience, and trust in hospitality leadership Watch the FULL EPISODE on YouTube: https://youtu.be/YXhod3D2m2M This episode is sponsored by Shiji: https://www.shijigroup.com/ Links: Kevin on LinkedIn: https://www.linkedin.com/in/kevin-king-9689271/ Shiji Group: https://www.shijigroup.com/ For full show notes head to: https://themodernhotelier.com/episode/326 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 3 · 23 min
#325: Hospitality Hot Topics August 2026: Airbnb & Lark Hotels, Hilton & Marriott New Soft Brands, & More! | with Richard Sandoval
What’s happening across the hospitality industry right now? In this episode of The Modern Hotelier Hospitality Hot Topics, Steve Carran and David Millili sit down with Richard Sandoval, CEO of Spire Hospitality, to unpack the latest trends and biggest stories shaping the hospitality industry—from Airbnb’s growing move into hotels and OYO’s fake hotel listings to Hilton and Marriott’s push into wellness and experiential travel. They also dive into Google’s $10 million acquisition of Spirit Airlines’ data, the growing value of data and AI in travel, and what automation means for the future of hotel operations. Richard also shares his vision for Spire Hospitality, the importance of the owner-operator model, and why, even as AI transforms the industry, genuine human connection, hospitality, and personalized guest experiences will remain at the heart of the business. In this episode, you’ll learn more about: Airbnb partners with Lark Hotels OYO takes bookings for fake rooms Hilton launches Signia Restore & Marriot's Luxury Collection Unveils Expeditions Google buys Spirit Airlines data for $10 million What's new at Spire Hospitality Watch the FULL EPISODE on YouTube: https://youtu.be/oKdibg8m2z4 Links: Richard on LinkedIn: https://www.linkedin.com/in/richard-sandoval-434234184 Spire Hospitality: http://www.spirehotels.com/ For full show notes head to: https://themodernhotelier.com/episode/325 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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September 1 · 41 min
#324: How Boutique Hotels Can Stand Out & Thrive | with Jorgan von Stiening of Palisociety
How do you scale a boutique hotel company without losing the creativity, personality, and local connection that make independent hospitality so special? In this episode, David Millili and Steve Carran sit down with Jorgan von Stiening, President of Palisociety, to explore the strategy behind scaling a successful boutique hotel company while staying true to its brand and guest experience. Jorgan shares his journey from accounting and hospitality consulting at Ernst & Young to joining Palisociety and helping the company grow from three hotels to a much larger portfolio across multiple brands and markets. He also breaks down Palisociety’s partnership with Design Hotels and Marriott Bonvoy, explaining how the company is using Marriott’s global reach and loyalty base while maintaining its independent identity. In this episode, you'll learn: How to scale boutique hotels without losing their identity Why systems and SOPs are critical to independent hotel success The business value of in-house design, marketing, and branding How Marriott Bonvoy is changing Palisociety’s customer acquisition strategy What major events like the 2028 Olympics could mean for Los Angeles hotels This episode is sponsored by Sip Tea: https://sip-tea-path.com/ Watch the FULL EPISODE on YouTube: https://youtu.be/HNlQ5NDIyJo Links: Jorgan on LinkedIn: https://www.linkedin.com/in/jorganvonstiening/ Palisociety: http://palisociety.com/ For full show notes head to: https://themodernhotelier.com/episode/324 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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August 27 · 48 min
#323: Making Hotel Ownership and Commercial Real Estate Investing Accessible | with Davonne Reaves
What does it really take to own a hotel, and how can more people gain access to hotel investing? In this episode of The Modern Hotelier, Davonne Reaves, founder and CEO of The Vonne Group and Vesterr, shares her journey from working on the front lines of hospitality to becoming a hotel owner, investor, entrepreneur, and advocate for greater access to hotel ownership. Davonne explains how her grandmother’s hospitality influenced her career, what she learned at Hyatt Regency Atlanta, and how hotel consulting and asset management opened her eyes to the business of hotel ownership. She also shares why she created Vesterr to connect commercial real estate deal sponsors with investors. David, Steve, and Davonne also explore the growing role of AI in hotel investing—and why some parts of the acquisition process still require a human touch. Davonne shares candid advice for young entrepreneurs and women entering the industry: stay authentic, keep learning, find mentors, work hard, and never let someone else's “no” stop you. In this episode, you'll learn: What working in hotel operations taught her about ownership How to evaluate a hotel investment opportunity Why the sponsor, location, brand, and operator matter Where human expertise remains essential in hospitality Advice for aspiring hotel owners and young entrepreneurs Watch the FULL EPISODE on YouTube: https://youtu.be/v4Ju_rdcVd8 Links: Davonne on LinkedIn: https://www.linkedin.com/in/davonnereaves Vesterr: https://www.vesterr.com/ For full show notes head to: https://themodernhotelier.com/episode/323 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.
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