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The Modern Hotelier

The Modern Hotelier

Hosted by David Millili & Steve Carran

BusinessManagementSocietyCultureInterviews guests
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Episodes

320

Latest episode

Aug 2026

Language

EN

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.

Listen to episodes

60 recent
August 13, 202611 min

#319: The Opportunity in Getting Hotel Tech Integrations Right | with Kelly Popp

What happens when hotel teams have plenty of technology but still struggle to work from the same information?In this special HDC Nashville episode of The Modern Hotelier, David Millili sits down with Kelly Popp, Vice President of Business Development, Americas, at Access Hospitality, to talk about one of the biggest challenges facing hotel commercial teams today: the “toggle tax” created by disconnected systems and siloed departments.Kelly explains how fragmented tech stacks can make it harder for revenue, marketing, and commercial teams to make informed decisions—and why better integration is becoming essential as hotels move toward AI-powered technology.We explore what hotels need to get right before AI can deliver real business value, why clean and connected data matters, and how transparency can keep humans in control of AI-driven decisions.In this episode, they cover:Why disconnected tech stacks create silosThe importance of integrated hotel technologyHow EVO is changing the way hoteliers workWhy hotel content and personalization matterWatch the FULL EPISODE on YouTube: https://youtu.be/RgkxqJEWExo  Links:Kelly on LinkedIn: https://www.linkedin.com/in/kelly-popp-b5404a6/Access Hospitality: Hotels & Casinos Americas: https://www.theaccessgroup.com/For full show notes head to: https://themodernhotelier.com/episode/319Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

August 12, 202638 min

#318: From On-Property to Expedia to Hotel Technology | with Nick Farrell

What happens when you combine hands-on hotel experience, OTA expertise, hospitality technology, and a test-and-learn mindset? In this episode of The Modern Hotelier, David Millili sits down with Nick Farrell, Senior Vice President and Head of Sales at Phunware, to explore his journey from working on-property to Expedia and into the world of hospitality technology.Nick explains why hotels should embrace a test-and-learn mentality, how AI can turn guest data into actionable insights, and why technology should ultimately give hotel employees more time to focus on what matters most: creating meaningful human connections with guests.In this episode, you’ll learn:What working at Expedia taught him about distribution, digital marketing, and demandWhy a test-and-learn mindset is critical for hotelsHow AI and guest intelligence can transform the hotel experienceThe opportunities hotels are missing between check-in and check-outHow AI Concierge technology can personalize recommendations for guestsIf you're interested in hotel technology, AI in hospitality, guest experience, hotel revenue, hospitality innovation, hotel distribution, ancillary revenue, and the future of the hotel industry, this episode is a must-watch.Watch the FULL EPISODE on YouTube: https://youtu.be/XXWIowhCp8Q Links:Nick on LinkedIn: https://www.linkedin.com/in/nfarrell1/Phunware Hospitality: https://www.phunware.com/For full show notes head to: https://themodernhotelier.com/episode/318Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

August 11, 202632 min

#317: Navigating the Shifts Disrupting the Hotel Industry | with Kathleen Cullen

The hotel industry is undergoing a major transformation—and hotels that continue operating the way they always have may struggle to keep up.In this episode, David Millili sits down with Kathleen Cullen, Executive Vice President of PTG Consulting, to unpack the major shifts disrupting hospitality today. From the rise of AI and changing distribution models to B2B discount stacking, revenue management, technology, and evolving sales strategies, Kathleen shares what hotel leaders need to understand to stay competitive.Kathleen explains why hotels must rethink how they approach revenue, sales, marketing, PR, distribution, and technology—and why profitability, not simply top-line revenue, should be the ultimate goal. She also discusses how AI is changing the way travelers discover hotels, why fast and accurate responses to RFPs are becoming critical, and how independent hotels can use their flexibility as a competitive advantage.In this episode, you'll learn:How B2B distribution and discount stacking are disrupting hotel ratesWhy AI is becoming a new audience hotel must be discoverable throughShould Hotel Leaders Prioritize Profitability Over RevenueThe hotels can rethink sales and RFP response strategiesWhy creating a unique hotel story and customer experience mattersWatch the FULL EPISODE on YouTube: https://youtu.be/uBEODwtL2xYLinks:Kathleen on LinkedIn: https://www.linkedin.com/in/kathleen-cullen-ptgconsulting/PTG Consulting: https://www.ptgconsulting.com/For full show notes head to: https://themodernhotelier.com/episode/317Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

August 6, 202630 min

#316: What It Takes to Lead Luxury Resorts | with Robert Marusi of Hotel Del Coronado & Grand Wailea

Robert Marusi shares the leadership principles, technology strategies, and commercial mindset that have helped him lead some of the world's most iconic luxury resorts, including Hotel del Coronado and Grand Wailea.In this episode, Steve and David speak with Robert Marusi, Commercial Director of Hotel del Coronado and Grand Wailea, about how AI, personalization, and data are transforming the hospitality industry. He also explains why human connection remains at the heart of delivering exceptional guest experiences.Robert reveals why agility, continuous learning, and a growth-focused mindset are essential for today's hotel leaders. He also explains how luxury hotels can prepare for AI-powered search, create unforgettable guest experiences through recognition, and leverage technology without sacrificing the personal touch that defines hospitality.In this episode, you'll learn: How luxury hotels are using data to personalize every stay  The importance of recognition in creating loyal guests  How LLM search is changing hotel websites and digital marketing  Why agility is the ultimate competitive advantage in hospitalityWatch the FULL EPISODE on YouTube: https://youtu.be/QSZA_bDu-z8Links: Robert on LinkedIn: https://www.linkedin.com/in/robert-marusi-b6267739/Hotel del Coronado: https://www.hoteldel.com/For full show notes head to: https://themodernhotelier.com/episode/316Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

August 4, 202650 min

#315: Managing the Vibe at the NYC Hard Rock Hotel | with David Salcfas

What does it take to lead one of New York City's most iconic hotels? In this episode of The Modern Hotelier, we sit down with David Salcfas, General Manager of Hard Rock Hotel New York, to explore his remarkable journey from washing tables and filling ice bins at a racetrack with his father to leading one of hospitality's most recognizable lifestyle brands.David shares the leadership principles that have guided his career through 34 years with Marriott and into Hard Rock—leading from the front, building trust through action, creating unforgettable guest experiences, and empowering teams through empathy, accountability, and open communication.We also dive into what makes the Hard Rock brand unique, from its music-driven culture and immersive guest experiences to its people-first philosophy. Whether you're an aspiring hotel leader, a seasoned hospitality professional, or simply passionate about exceptional service, this episode is packed with practical leadership lessons and inspiring career insights.In this episode, you'll learn:How leading by example builds stronger teamsWhy empathy and accountability go hand in handThe importance of mentorship and networking in hospitalityWhat makes Hard Rock Hotel New York a one-of-a-kind guest experienceHow to create a culture employee genuinely want to be part ofWatch the FULL EPISODE on YouTube: https://youtu.be/UWc6X8U_-9ULinks:David Salcfas on LinkedIn: https://www.linkedin.com/in/davidsalcfas/ Hard Rock Hotel New York: https://hotel.hardrock.com/new-york/For full show notes head to: https://themodernhotelier.com/episode/315Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

July 30, 202619 min

#314: World Cup Tourism, Booking Based on F&B, Creative Travel for Summer Vacations | Hospitality Hot Topics with Dean Compoginis

In this episode of Hospitality Hot Topics, Steve Carran and David Millili are joined by Dean Compoginis, the iconic voice of The Modern Hotelier, to break down the biggest hospitality stories from July.They discuss how the World Cup boosted hotel revenue across the U.S., why food and beverage experiences are becoming a major factor in hotel bookings, and how the rapid expansion of AI data centers is creating new opportunities for extended-stay hotels. The conversation also explores how travelers are adapting their summer vacation plans despite rising costs and what these trends mean for the future of the hospitality industry.The episode concludes with an inspiring conversation about Dean's remarkable career—from commercial radio and hospitality technology marketing to becoming one of the industry's most recognizable voiceover artists.In this episode, you'll learn:How the World Cup increased hotel occupancy, ADR, and RevPARWhy hotel restaurants and food experiences are influencing booking decisionsThe impact of AI data centers on extended-stay hotel demandHow travelers are adjusting vacations amid higher travel costsWatch the FULL EPISODE on YouTube: https://youtu.be/zl1b8tGGjSkLinks:Website: http://www.deancompoginis.com/ Dean on LinkedIn: https://www.linkedin.com/in/deancompoginis/  For full show notes head to: https://themodernhotelier.com/episode/314Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

July 28, 202652 min

#313: A Journey of Hospitality Innovation: From Cairo to Hotel Brand COO | with Karima Zaki

What does it take to build a hospitality career that breaks barriers while staying ahead of constant industry change?In this episode, Steve Carran and David Millili sit down with Karima Zaki, COO of Town and Desert Hospitality, to explore her remarkable journey from immigrating to the United States without speaking English to becoming one of the first female hotel executives to lead major hospitality organizations.Karima shares the lessons she learned as the first female General Manager in Red Lion Hotels' history and later as Hilton's first female Area Vice President. She discusses why leadership is about guiding people—not managing them—how boutique hotels can embrace AI without sacrificing authentic guest experiences, and why collaboration between hotels, tourism organizations, and local communities is essential for long-term destination success.In this episode, you'll discover: Why embracing different cultures and experiences creates stronger hospitality leaders.  The leadership mindset that separates managing processes from leading people.  How boutique hotels can use AI strategically without losing the human touch guests value most.  What independent boutique hotels can offer that large hotel brands often can't replicate. Watch the FULL EPISODE on YouTube: https://youtu.be/uaYqYP268dcLinks:Karima on LinkedIn: https://www.linkedin.com/in/karimazaki/Town & Desert Hospitality: https://townanddesert.com/ For full show notes head to: https://themodernhotelier.com/episode/313Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

July 23, 202652 min

#312: Relational Wellness is the Foundation of this Hotel | with Elizabeth Mullins

What if the future of hospitality isn't just about exceptional service—but about creating meaningful human connection?In this episode, hosts David Millili and Steve Carran welcome Elizabeth Mullins, President of Evermore Hospitality and former executive with Ritz-Carlton and Disney, for an inspiring conversation on the future of guest experiences.Elizabeth shares her remarkable journey from discovering her passion for hospitality at just five years old to leading some of the world's most iconic hospitality brands. Drawing on decades of leadership across Ritz-Carlton, Disney, The Fifth Avenue Hotel, and Evermore Hospitality, she reveals why the industry's next competitive advantage is creating spaces that foster togetherness.The conversation explores Evermore Hospitality's innovative concept of relational wellness, designing destinations that help families, friends, and groups reconnect in an increasingly disconnected world. Elizabeth explains how hospitality can move beyond delivering outstanding service to creating transformational experiences that guests remember long after checkout.The episode also covers the evolution of independent luxury hotels, lessons from leading global hospitality brands, the growing role of AI in enhancing—not replacing—human hospitality, and practical ways hoteliers can intentionally design experiences that build lasting memories.In This Episode, You'll Learn: Why relational wellness is emerging as one of the industry's most important trends and how it helps combat loneliness through meaningful travel experiences.What it takes to design hotels and resorts that foster authentic human connection rather than simply providing accommodations.How AI can remove friction from the guest journey while allowing hospitality professionals to create more personalized, memorable experiences.The leadership principles Elizabeth learned from decades at luxury hospitality brands, including Ritz-Carlton, Disney, and The Fifth Avenue Hotel.How intentional service design and thoughtful programming help build unforgettable guest memories that inspire lifelong loyalty.Watch the FULL EPISODE on YouTube: https://youtu.be/v7xVRPx4e1oLinks:Elizabeth on LinkedIn: https://www.linkedin.com/in/elizabeth-mullins-263935127/ Evermore Hospitality: https://evermoreresort.com/ For full show notes head to: https://themodernhotelier.com/episode/312Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

July 21, 202654 min

#311: How Your General Contractor Executes Hotel Renovations Without Disruption | with Tom Kelley

What does it really take to renovate a hotel while keeping guests happy, protecting reviews, and maximizing owner returns?In this episode, David Millili and Steve Carran sit down with Tom Kelley, CEO & President of Digney Holding Companies, to explore the business of hotel renovations, capital planning, and hospitality development. Drawing on decades of experience spanning architecture, Marriott, commercial real estate, and hotel construction, Tom shares practical insights into how owners can make smarter renovation decisions in today's rapidly evolving hospitality market.From navigating brand conversions and Property Improvement Plans (PIPs) to managing rising construction costs, tariffs, and supply chain volatility, Tom explains why successful hotel projects start with careful planning, financial discipline, and a relentless focus on the guest experience. He also discusses how owners can avoid costly over-investments, balance design with ROI, and execute renovations in occupied hotels with minimal disruption.Whether you're a hotel owner, operator, developer, investor, architect, or hospitality professional, this conversation offers valuable strategies for protecting asset value while creating exceptional guest experiences.In this episode, you'll learn: How to plan successful hotel renovations and brand conversions  Why due diligence should come before design decisions  The importance of aligning capital expenditures with long-term investment strategy  How hospitality design continues to evolve with changing guest expectations Watch the FULL EPISODE on YouTube: https://youtu.be/cxipY_2xW9IThis episode is sponsored by Digney-York Associates: https://digneyyork.com/Links:Tom on LinkedIn: https://www.linkedin.com/in/tom-kelley-84bba2aa/ Digney-York Associates: https://digneyyork.com/ For full show notes head to: https://themodernhotelier.com/episode/311Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

July 16, 20269 min

#310: HITEC E20X 2026 Winners | with Mergim Kacija & Josh Ellis

Live from HITEC 2026, we sit down with the winners of the prestigious E20X startup competition to explore the technologies redefining the future of hospitality.First, Mergim Kacija, CEO of Stayfull AI and the E20X Grand Prize winner, shares how his experience as a hotel owner inspired him to build an AI-native property management platform designed specifically for independent hotels. Learn how specialized AI agents can automate guest communication, revenue management, marketing, and daily operations while dramatically reducing technology costs.Then, we welcome Josh Ellis, CEO of Abra and the E20X People's Choice winner. Josh explains how Abra's guest intelligence platform unifies fragmented guest data across multiple systems, helping hotels deliver highly personalized experiences that strengthen guest loyalty and increase profitability.In this episode, you'll discover:How AI is transforming hotel operations and guest serviceWhy independent hotels are embracing AI-powered technologyThe value of unified guest data for personalization and loyaltyWhat it takes to win the hospitality industry's premier startup competitionWhat's next for two of hospitality's fastest-growing technology companiesWatch the FULL EPISODE on YouTube: https://youtu.be/m_E8AmNFjZwLinks: Mergim on LinkedIn: https://www.linkedin.com/in/investormergim/Stayfull.ai: https://stayfull.ai/ Josh Ellis on LinkedIn: https://www.linkedin.com/in/josh-ellis1126/Abra Hospitality: https://abrahospitality.com/For full show notes head to: https://themodernhotelier.com/episode/310Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect 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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