The Modern Hotelier

Hosted by David Millili & Steve Carran

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348

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Nov 2026

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About the show

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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November 11, 202633 min

#349: Dormakaba Acquires Alliants: Digital Keys, Wallet IDs & the Future of Seamless Hotel Guest Experience | Tristan Gadsby & Darien Long

What happens when a 160-year-old access control giant buys a guest experience platform? In this episode of The Modern Hotelier, Steve Carran sits down with Darien Long (SVP, Dormakaba) and Tristan Gadsby (Managing Partner, Alliants) to talk about the acquisition that surprised hospitality tech. They cover why digital and physical guest journeys are finally coming together. They also explain how hotels can cut friction without giving up security, and why guests now expect hotels to work like their airline, car and phone. In this episode, you'll discover: Why Dormakaba acquired Alliants, and why Alliants stays independent How the combined solution went live in 25,000+ rooms across a UK brand Why staff master keys are a hidden security weak spot Using digital key moments for upsell and cross-sell Watch the FULL EPISODE on YouTube: https://youtu.be/s-PnHVe2dBw Links: Tristan on LinkedIn: https://www.linkedin.com/in/tristangadsby/ Alliants: https://www.alliants.com/ Darien on LinkedIn: https://www.linkedin.com/in/darienlong/ dormakaba Americas: https://www.dormakaba.com/sg-en For full show notes head to: https://themodernhotelier.com/episode/349 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.

November 10, 202658 min

#348: How Kohler Built a Luxury Resort Empire: Innovation Meets Tradition | with Stephen Beaumont

Stephen is President and COO of Kohler Hospitality — the division behind Whistling Straits, The Old Course Hotel at St Andrews, and Lodge Kohler. In this episode of The Modern Hotelier, hosts David Millili and Steve Carran sit down with him for a conversation that starts with jazz piano and ends with an AI booking engine. He started out wanting to be a musician. He talks honestly about keeping music as a passion instead of a career, and how that advice shaped the way he built everything after it. Then there's the career: apprenticeship with The Savoy Hotel Company on day release at Westminster College, leadership roles across the British Virgin Islands and Montana, a multimedia company he built with his wife, and a chocolate business he taught himself during the pandemic — with his basement certified as a commercial kitchen. Now at Kohler, Stephen walks through how the company grew hospitality organically out of a plumbing manufacturer, and why they treat guest experience holistically instead of judging each outlet on its own P&L. If you run hotel operations or you're studying hotel management, the section on dynamic packages is the one to steal. On AI, he's specific. Current agent call times average 25 minutes. He wants a booking engine that queries lodging, golf, spa and dining inventories in real time and returns one personalized package at one price. His line on storytelling is the one worth writing down: find a story, tell that story, leverage that story, and keep it authentic. Curiosity is king. Our business is a people business. Time is very precious for everybody. In this episode you'll learn: Why Stephen kept piano as a passion instead of a career, and how that advice shaped every business after What a Savoy apprenticeship teaches that hotel school can't How a plumbing manufacturer grew a hospitality division, and runs golf, spa, dining and retail as one experience, not separate P&Ls The AI booking engine he's building: one real-time query across every inventory, one personalized package, one price Watch the FULL EPISODE on YouTube: https://youtu.be/sGDtv1fv5Bw Links: Stephen on LinkedIn: https://www.linkedin.com/in/sjbeaumont/ Kohler Hospitality: https://www.kohlerwisconsin.com/ For full show notes head to: https://themodernhotelier.com/episode/348 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.

November 5, 20269 min

#347: How Sofitel is Using Competitive Intelligence, Location Data, and AI to Improve Hotel Marketing | with Evan Saunders

In this special Destination AI episode of The Modern Hotelier, David Millili sits down with Evan Saunders of Azira to explore how location intelligence, behavioral data, and AI are transforming hotel marketing and travel demand generation. Evan explains how hotels can use competitive intelligence and audience segmentation to identify high-intent travelers beyond their existing customer base, understand competitor audiences, and turn those insights into targeted marketing campaigns that drive incremental revenue. He also discusses the growing shift away from traditional OTA-dependent marketing, the changing ways travelers discover properties, and how AI helps hospitality brands analyze large volumes of data and reach the right audiences more effectively. The conversation also explores the Sofitel New York campaign, measuring marketing performance beyond clicks and direct bookings, and the importance of using attribution and transaction data to understand the true impact of advertising. In this episode, you'll learn about: How location intelligence helps hotels identify high-intent travelers Using competitive insights to attract guests from competing properties How AI improves audience segmentation and hotel marketing Why traveler loyalty is becoming increasingly fragmented The future of AI-driven marketing in hospitality Watch the FULL EPISODE on YouTube: https://youtu.be/VCqkbZ8H49c Links: Evan Saunders on LinkedIn: https://www.linkedin.com/in/evansaunders/?isSelfProfile=false Azira: https://www.azira.com/ For full show notes head to: https://themodernhotelier.com/episode/347 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.

November 3, 202658 min

#346: Hospitality AI Roundtable: How Hoteliers Can Trust, Deploy, and Profit from AI

How is AI transforming the hospitality industry, and what will the hotel of the future look like? In this special roundtable episode of The Modern Hotelier, David Millili and Steve Carran bring together five hospitality and technology leaders at Hotel Zena in Washington, DC, during Destination AI to discuss how artificial intelligence is reshaping hotel operations, technology investments, and the guest experience. Joining the conversation are Raymond Martz, Co-President and CFO of Pebblebrook Hotel Trust; Stephen German, SVP of Product at Actabl; Keryn McNamara, CIO of Aimbridge Hospitality; Sajid Shariff, CEO and Founder of Dextr AI; and Omri Shalev, Co-Founder and CEO of Reeco. Together, they explore where AI is delivering the greatest value in hotel operations, from labor efficiency and autonomous procurement to revenue optimization, direct bookings, and better guest experiences. They also discuss the importance of clean data, system integration, AI adoption, and why successful technology implementation requires more than simply adding another tool to a hotel's tech stack. The panel shares practical insights on evaluating AI investments, measuring return on investment (ROI), improving hotel profitability (GOP), reducing operational workloads, and preparing hospitality teams for an increasingly AI-driven future. In this episode, you'll discover: Where AI can deliver the biggest impact on hotel profitability, labor costs, and operational efficiency. How hotel owners and operators should evaluate AI investments and measure ROI. Why clean, accurate data and connected hotel systems are essential for successful AI adoption. The biggest red flags to watch for when choosing AI vendors and hospitality technology. How AI can reduce manual tasks, improve productivity, and enhance the guest experience. What the future of hotel jobs, front desk operations, and hospitality careers could look like. Watch the FULL EPISODE on YouTube: https://youtu.be/9PdGAwmYUsw Links: Raymond Martz on LinkedIn: https://www.linkedin.com/in/raymond-martz-4771847/ Pebblebrook Hotel Trust: http://www.pebblebrookhotels.com/ Stephen German on LinkedIn: https://www.linkedin.com/in/stephen-german-88aa8b51/ Actabl: https://actabl.com/ Keryn McNamara on LinkedIn: https://www.linkedin.com/in/kerynmcnamara/ Aimbridge Hospitality: https://www.aimbridgehospitality.com/ Sajid Shariff on LinkedIn: https://www.linkedin.com/in/shariffsajid/ Dextr AI: https://www.dextr.ai/ Omri Shalev on LinkedIn: https://www.linkedin.com/in/omri-shalev-reeco/ Reeco: https://www.reeco.com/ For full show notes head to: https://themodernhotelier.com/episode/346 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.

October 29, 202615 min

#345: Hotel Worker Strikes, The Luxury Boom, and A.I. Rollouts in Hotels | with Simone Harms

In this episode of The Modern Hotelier Hospitality Hot Topics, Steve Carran and David Millili welcome Simone Harms, Managing Director of The Ameswell Hotel, to discuss the latest trends shaping the hospitality industry. The conversation explores the ongoing hotel worker strikes in Chicago, the rapid growth of luxury travel, and the importance of personalized guest experiences. They also examine the growing adoption of artificial intelligence in hospitality, the challenges of implementing AI without a clear strategy, and how technology can streamline hotel operations while allowing teams to focus on delivering exceptional service. Simone shares insights into The Ameswell Hotel’s innovative experiences, including its immersive seven-course dining experience, NASA-inspired dinners, and stargazing experiences. She also discusses the property’s partnership with AI Hospitality Group and how AI-powered solutions can simplify hotel technology systems and improve the guest experience. In this episode, you'll discover: Union Hotel Workers Strike in Chicago Luxury Continues Growth Globally Adopting & Beta Testing A.I. in Hotels What's New at The Ameswell Hotel Partnership with A.I. Hospitality Group Watch the FULL EPISODE on YouTube: https://youtu.be/D_sIoekPCC0 Links: Simone on LinkedIn: https://www.linkedin.com/in/simone-harms-3a77024 Company Website: https://www.theameswellhotel.com/ For full show notes head to: https://themodernhotelier.com/episode/345 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.

October 27, 202616 min

#344: Leading Two Independent Hotels & Winning General Manager of the Year | with Oksana Gyulnazaryan

In this episode, hosts David Millili and Steve Carran sit down with Oksana Gyulnazaryan, Area General Manager at Viceroy and Highgate, to discuss her journey in hospitality, leadership lessons, and the importance of creating unique, locally inspired guest experiences. From starting as a front desk agent to leading two distinctive Washington, D.C. properties, Oksana shares how working across different hotel brands, departments, and markets shaped her leadership philosophy. She also discusses her recognition as Viceroy Hotels and Resorts’ 2026 General Manager of the Year and what makes Viceroy Washington, D.C. and Hotel Zena stand out. Oksana explains how hotels can maintain consistent service standards while developing their own identities, build meaningful connections with local communities, and create team cultures that reflect their property's values. She also offers advice for aspiring hospitality professionals and shares why genuine passion for the industry remains essential. The conversation wraps up with a discussion about the future of hospitality, including how artificial intelligence and technology can support hotel teams, streamline operations, and enhance guest service without losing the human connection at the heart of hospitality. In this episode, you'll discover: How Oksana built her career from front desk agent to hotel leadership What leading two distinct hotel properties requires How Hotel Zena celebrates women's stories through art, design, and culture Why local partnerships and authentic experiences matter to today's hotel guests Watch the FULL EPISODE on YouTube: https://youtu.be/pgWVvN73Cug Links: Oksana on LinkedIn: https://www.linkedin.com/in/oksana-gyulnazaryan-68011039/ Highgate: https://www.highgate.com/ Viceroy Hotels and Resorts: https://www.viceroyhotelsandresorts.com/ For full show notes head to: https://themodernhotelier.com/episode/344 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.

October 22, 202638 min

#343: The Future of Hospitality in Latin America | with Rocco Bova

In this episode, David Millili and Steve Carran sit down with Rocco Bova, founder of the Summit Latinoamericano Branded Residences, to discuss the future of hospitality in Mexico and Latin America, the growth of luxury branded residences, and the importance of human connection in the guest experience. With a career spanning international hospitality brands such as Jumeirah, Four Seasons, Hilton, Aman, and St. Regis, Rocco shares how his global experiences shaped his leadership philosophy and inspired him to launch hospitality-focused summits and challenge traditional approaches to industry education. In This Episode, You'll Learn About: How working across different countries and cultures shapes better hospitality leaders and strengthens people-management skills. Why hospitality education needs to evolve to attract younger generations through shorter, more practical training programs. What is driving the growth of branded residences in Mexico and what developers and investors need to understand about these business models. Why Mexico presents significant opportunities for luxury hospitality development and investment. How hotels can build financial resilience and prepare for economic uncertainty without relying primarily on workforce reductions. Watch the FULL EPISODE on YouTube: https://youtu.be/OYtV98L5C18 Links: Rocco on LinkedIn: https://mx.linkedin.com/in/roccobova Summit Latinoamericano Branded Residences: https://sumexhosp.com/ For full show notes head to: https://themodernhotelier.com/episode/343 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.

October 20, 202628 min

#342: Hotel Financing: Rates, Deal Killers, & Flags vs. Independents | with Ryan Bosch

How do hotel financing decisions impact profitability, deal viability, and investment opportunities? In this episode, hosts Steve Carran and David Millili sit down with Ryan Bosch, Principal at Arriba Capital, to explore the financial realities shaping today’s hospitality industry. Ryan shares his unconventional journey from building a multimillion-dollar professional paintball business to becoming a hotel capital markets advisor. He explains how lenders evaluate hotel financial statements, why refinancing based on predictions of lower interest rates can be risky, and how branded and independent hotels compare when it comes to financing and profitability. In this episode, you’ll learn about: How lenders evaluate hotel P&Ls, NOI, insurance, taxes, and capital expenditures Branded vs. independent hotels: financing, fees, and flexibility Why office-to-hotel conversions are creating new investment opportunities The common reasons hotel deals fail and how to build a stronger business plan What investors need before pursuing hotel financing Watch the FULL EPISODE on YouTube: https://youtu.be/0jZdlGMqB_Q Links: Ryan on LinkedIn: https://www.linkedin.com/in/ryan-bosch-0b42308 Arriba Capital: https://www.arribacapital.com/ For full show notes head to: https://themodernhotelier.com/episode/342 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.

October 15, 20261 hr 0 min

#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.

October 13, 202647 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.