The Modern Hotelier

Hosted by David Millili & Steve Carran

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340

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Oct 2026

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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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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.

October 9, 202622 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.

October 6, 202633 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.

October 1, 202628 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.

September 30, 202622 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.

September 29, 20268 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.

September 28, 20268 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.

September 25, 202615 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.

September 24, 202623 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.