What if your hotel’s ghost stories could become a revenue driver? 👻 That’s exactly what Mickey Stout did at the Claremont. By turning century-old haunted lore into luxury October experiences, her team created a 200-person waitlist and sold out the season in just six days. But the real superpower? Using CRM data to turn one spooky visit into the next guest experience, dining opportunity or club membership. Hear Mickey’s full story on the 200th episode of Hotel Moment. 🎙️ Apple Podcasts: go.fame.so/rQXT5znR Spotify: go.fame.so/vkw1Y64E YouTube: go.fame.so/DaAdtb7E

AI is only as good as the hotel data behind it. In the latest Hotel Moment recast, Dylan Cole and Charlie Osmond of Triptease explore why clean guest data, clear personas, and personalization are becoming essential for hotels competing for direct bookings. 🎧 Find out more: Apple Podcasts: go.fame.so/iCA1OdBN Spotify: go.fame.so/ZbRS4OYk YouTube: go.fame.so/PLI6Pk6r

What’s the hidden revenue opportunity in your hotel budget? 📞 Your reservations team isn’t just a cost center, but revenue-generating inventory. Every call is a high-intent opportunity fueled by your marketing spend. The question isn’t simply “Can AI answer the phone?” It’s: Can you measure, capture, and convert the opportunity when it rings? Use AI for routine questions. Give your best people the complex, high-value conversations. Split the work, not the team. Apple Podcasts: go.fame.so/QCb--3_K Spotify: go.fame.so/IVnQfvxk YouTube: go.fame.so/z2UegWyq

What if reservation calls could do more than book rooms? Sarah Stephens from The Broadmoor shares how her team turned conversations into relationships and nearly $1M in direct booking revenue in just 3 months. Small details. Big impact. That’s hospitality. 🎧\Apple Podcasts: go.fame.so/tu34On3o Spotify: go.fame.so/ewhP9WF5 YouTube: go.fame.so/giHCZP-c

92% of unbooked hotel calls end without a single contact detail. No name. No phone. No way to follow up. So how do luxury hotels turn a reservation call into more than a rate quote? In the latest episode of Hotel Moment, Brent Sanders and Colton Bean of Suncadia Resort break down how to: 👉 Capture guest data in the first 10 seconds 👉 Sell experiences instead of room facts 👉 Use zero-deposit holds to convert hesitant callers 👉 Keep guest history accessible across shifts 👉 Use call recordings + AI to coach reservation teams The big takeaway: people buy from people they like. The reservation call isn't dead. It's just time to make it human again. 🎧 Listen to the latest Hotel Moment episode: Fame Host: go.fame.so/LBFFaTBG Apple Podcasts: go.fame.so/7DIScKrK Spotify: go.fame.so/L35arxP2 YouTube: go.fame.so/Qs2HuV03

Got fired after 27 days. Then turned a $38K BMW deal into the first piece of land for Basecamp Resorts. Today? A $600M hospitality business. Sky Mitchell’s Hotel Moment episode is a masterclass in betting on yourself, building the right team, and turning setbacks into momentum. Her advice: “There’s no right time, so just do it.” 🎙️ Listen now: Apple Podcasts: go.fame.so/GmeL9Ah6 Spotify: go.fame.so/BrOoacAm YouTube: go.fame.so/m_97r6se

What happens after a guest picks up the phone and calls your hotel? We secret-shopped 308 calls across 135 luxury and upscale properties, and the findings were hard to ignore: 92.2% captured no contact details 55.6% asked zero discovery questions 26.3% of after-hours calls hit voicemail For this episode of Hotel Moment, we used AI to bring these findings to life through a fully AI-generated conversation, showing how the technology can help synthesize complex research and turn insights into a compelling story. The research is real. The voices are AI. The insights are worth a listen. 🎧 Tune in to Hotel Moment. Apple Podcasts: go.fame.so/ojcmTEzs Spotify: go.fame.so/nZF669_T YoutTube: youtu.be/Y3gypvwIzhM

You have 10 seconds to make a great first impression. In the latest Hotel Moment, Andrew Shepherd of The Malcolm Hotel shares how his team reads guest body language, anticipates needs, and uses guest data to create more personal experiences. Because great hospitality isn't just about knowing your guest. It's about making them feel known. 🎧 Listen to the full episode. Apple Podcasts: go.fame.so/aORXLlFX Spotify: go.fame.so/8_Gh0Kwc YouTube: go.fame.so/bz_6UwTF

What makes guests choose a hotel for its restaurant? On the latest episode of Hotel Moment, Karen Stephens talks with Ami Alexander of Barrel Aged Management about the evolving role of hotel F&B and what it takes to create concepts guests genuinely connect with. Because the best hotel restaurants don’t just serve guests staying on property. They become part of the destination. Apple Podcasts: go.fame.so/oofEmIGK Spotify: go.fame.so/kzJLlryy YouTube: go.fame.so/nDAK1Ob8

The biggest threat to your hotel might be you looking like everyone else. On the latest Hotel Moment, Lindsey Ueberroth, CEO of Preferred Travel Group, shares why independent hotels are winning with authenticity, personalization, and experiences guests actually remember. Here's what every hotel can learn from the brands breaking the mold. 🎧Listen to this episode: Apple Podcasts: go.fame.so/QaP3yYi7 Spotify: go.fame.so/5kvbp_lk YouTube: go.fame.so/_A3IM37m

Luxury has a new definition. Today's travelers are looking for something deeper: connection, belonging, and experiences that stay with them long after checkout. On the latest Hotel Moment episode, Lily Wecker, CEO of Aethos, shares why the future of luxury hospitality is built around emotion, not just amenities. From designing spaces for "high emotional density" to marketing the feeling before the product, Lily explains how Aethos is rethinking what luxury means for a new generation of guests. 🎧 Listen to the full episode: Apple Podcasts: tinyurl.com/5bht8tmc Spotify: tinyurl.com/47hhutp6 YouTube: youtu.be/jAI9aole3Mo

Automation books stays. People create loyalty. Lydia Bates shares how Dream Inn Santa Cruz uses storytelling, human connection, and personalized marketing to turn first-time guests into loyal direct guests. Listen to the latest episode of HotelMoment. Apple Podcasts: tinyurl.com/y62t5yr4 Spotify: tinyurl.com/ye29s95r YouTube: youtu.be/rhPfELX6PyY

"That's not going to work here." Chris Anderson (Cornell) on AI and revenue management: → AI won't let hotels charge you and me different prices. It'll narrow the offer set to exactly what we want. → Best-of-breed tech stacks are dying. Integrated beats "best at one thing." → "Welcome, Mr. Anderson. Have you stayed with us before?", the guest recognition problem AI might finally fix. 🎧 New Hotel Moment episode, out now.

Guests don't just remember where they stayed. They remember how a place made them feel. For lifestyle brands, storytelling is more than a marketing tactic, it's a way to build emotional connections that last long after checkout. In this week's Hotel Moment, Dina Niekamp, SVP of Brand & Marketing at Aparium Hotel Group, shares how Aparium brings destinations to life by putting local voices and authentic experiences at the heart of its brand. Listen to the full episode: 🎧 Apple Podcasts: podcasts.apple.com/nl/podcas… 🎧 Spotify: open.spotify.com/episode/4dV… ▶️ YouTube: youtu.be/XAKRFuEDBeE?si=o0-X…

The biggest shift in hotel distribution since the rise of OTAs is already underway. AI is changing how guests discover and book hotels, and the next 12 months could determine who wins in this new landscape. The big takeaway? This isn't really an AI race. It's a data race. 🦸 Clean first-party data 🦸 Strong CRM foundations 🦸 Direct booking strategy That's how hotels show up when AI starts doing the searching. Listen to this week's Hotel Moment episode for tips on how to make the most of AI: Apple Podcasts: tinyurl.com/2z4fp35z Spotify: tinyurl.com/4tjfffey YouTube: youtu.be/Icovr02MCXw

🦸 Great hospitality isn't about replacing humans with technology. It's about giving hospitality heroes more time to create unforgettable guest moments. In this Hotel Moment recast, Wilhelm Luxem (Swiss Deluxe Hotels, former GM of Baur Au Lac) shares why: ⚡ Technology should stay in the background ⚡ If training takes >2 weeks, you've chosen the wrong system ⚡ Personalization is the new luxury ⚡ Hospitality's best days are still ahead 🎧 Listen now: Apple Podcasts: tinyurl.com/mr2j9e89 Spotify: tinyurl.com/4tvurjsf YouTube: youtu.be/V5eWwx5W3tk

AI search is changing how travelers discover hotels. Soon, guests may see just 3-5 AI-generated recommendations instead of pages of search results. The brands that win direct bookings will be the source of truth for their data, content, and guest experience. Data gets you recommended. Storytelling gets you booked. 🎧Find out how to win this week on Hotel Moment: Apple Podcasts: tinyurl.com/wckz2y34 Spotify: tinyurl.com/5eu9xaz3 YouTube: youtu.be/OzQFjz_Up6M

True luxury isn't about strict rules, but the "soft elements that create real connection. ✨ Flawless property standards are non-negotiable. The real magic happens through authentic hospitality. A beautiful meal tastes even better when it comes with a warm welcome, a smile, and a unique story. When your team is empowered with a clear vision, they transform standard service into memorable moments that make guests come back again and again. It’s the human connection that elevates the guest experience and naturally drives loyalty. 🎧 Listen to the full episode here: Apple Podcasts: tinyurl.com/2r4nc4nz Spotify: tinyurl.com/5eys32f9 YouTube: youtu.be/uMb1PzwFPik

Hotels are moving fast on AI. Guests are still booking on feel. AI may change how travelers search, plan, and book, but it can’t replace the feeling of a great hotel stay. The brands pulling ahead are using AI to sharpen discovery, personalization, and ops — so their teams can spend more time on the parts guests actually remember. Listen to the latest episode: Apple Podcasts: tinyurl.com/5n9334ua Spotify: tinyurl.com/anjmzhju YouTube: youtu.be/u6ouNJb1Yq4

If your guest data is a mess, AI is just a faster way to get things wrong. At NAVIGATE 2026, the message to hotel teams was clear: stop treating AI as a strategy and start treating your data as the foundation. In this week’s Hotel Moment episode, Karen Stephens and Bailey Yeats break down: 🦸 Why 75% of hoteliers have already used AI to book travel ⚡ How clean guest data unlocks better AI outcomes ☕ Why personalization now means knowing the vanilla latte, not just the name ⏱️ How to save your reservations team 30+ hours/month Stop waiting for the future of AI. If your guest data is ready, the future is already here. 🎧 Listen now: revinate.com/hotel-moment-po…