The Hotel Moment podcast

?? The art of guest communication "Each touchpoint is an opportunity to enhance the guest experience," shares Kurt Bjorkman on the latest Hotel Moment podcast. Learn how The Ranch at Laguna Beach maintains meaningful guest engagement from booking through arrival, balancing practical information with experiential opportunities. #HospitalityMarketing #GuestJourney #HotelTech

What makes a truly memorable hotel experience? Kurt Bjorkman, COO at The Ranch at Laguna Beach, reveals: "What is really resonating with guests are the opportunities to experience something in the local community that they couldn't do at home." In this episode of Hotel Moment with Karen Stephens, Kurt discusses: Creating authentic local experiences that guests will remember forever Building meaningful community partnerships Innovative approaches to sustainability Balancing technology with human connection Learn how The Ranch creates unforgettable experiences while prioritizing environmental stewardship and community engagement. #HospitalityInnovation #GuestExperience #Sustainability #LuxuryTravel

?? The Hotel Moment newsletter returns with fresh perspectives on innovation in hospitality! This month, we explore:? ?? How citizenM hotels's paid subscription model attracted 45,000 loyal members, with Casper Overbeek sharing insights on cultural differences in personalization ?? Hans Meyer's revolutionary approach to hotel design, using EEG scanning to create spaces that truly serve modern travelers ?? Why your voice channel should drive 30-38% of business, with expert strategies to unlock $1.2M+ in revenue potential Get the insights you wish you'd written down while listening. Your monthly digest of actionable takeaways is here. Subscribe for your monthly dose of hospitality innovation: https://lnkd.in/eUq6a6NE P.S. Know someone who should be featured on the podcast? The guest submission form is in the newsletter! #HotelMoment #Hospitality #HotelTech #Innovation #GuestExperience

?? What truly resonates with today's luxury travelers? Kurt Bjorkman, COO of The Ranch at Laguna Beach, shares a powerful insight: While design and amenities matter, it's local experiences that create lasting memories. From kayaking with dolphins to mountain biking legendary trails, discover how they create achievable adventures that guests can't experience anywhere else. Tune in to the latest Hotel Moment episode to learn how to craft memorable experiences for your guests! #HospitalityInnovation #GuestExperience #LuxuryTravel

The latest episode of Hotel Moment is here. Host Karen Stephens speaks with Kurt Bjorkman, COO of The Ranch at Laguna Beach, about his journey from scuba instructor to hospitality leader. Kurt shares how The Ranch delivers unique local experiences, builds authentic guest relationships, and leads the way in sustainability with an innovative glass-to-sand recycling program. Listen to the full conversation in the link below. #HotelMomentPodcast #LuxuryHospitality #GuestExperience #Sustainability #TheRanchLagunaBeach

?? Create experiences your guests can't get anywhere else! Join Karen Stephens as she sits down with Kurt Bjorkman, COO at The Ranch at Laguna Beach, who shares how this independent luxury resort creates unforgettable guest experiences through local partnerships and authentic connections. From transforming glass bottles into golf course sand to crafting personalized adventure experiences, Kurt reveals how The Ranch stands out in the competitive luxury market while prioritizing sustainability and community engagement. Plus, get inspired by Kurt's journey from scuba instructor to hospitality leader, and hear his passionate take on creating meaningful careers in hospitality at every level. ?? Don't miss these game-changing insights into experiential luxury hospitality! #HospitalityInnovation #GuestExperience #Sustainability #LuxuryTravel

Did you know? 58% of guests call before booking on an OTA, yet many hotels fail to engage them. Meanwhile, a 3% improvement in voice conversions can recover over $1.2M in annual revenue for a medium-sized property. Don’t be the hotel missing out on millions in revenue by undervaluing the voice channel. From capturing guest data to reducing reservation team turnover to leveraging follow-ups for increased direct bookings, discover how investing in your voice strategy can transform your bottom line. ?? Read the full story on why voice still matters. #HotelRevenue #VoiceChannel #DirectBookings #GuestExperience #HotelMomentPodcast

?? New on the Hotel Moment blog: If you're willing to pay, we will give it to you In our latest blog, Casper Overbeek, Chief Product Officer at citizenM hotels, reveals how rethinking traditional loyalty programs led to a groundbreaking subscription model that's transforming the industry. From guaranteed availability to culturally-tailored personalization, discover how citizenM is redefining what hotel loyalty means in today's market. Did you know? citizenM's innovative approach has attracted 45,000 active loyalty members who enjoy guaranteed availability within 48 hours and 15% off best available rates – proving guests will pay for real value. ?? Read the full story of how citizenM is revolutionizing hotel loyalty #HospitalityInnovation #HotelLoyalty #GuestExperience #citizenM

If a guest calls your hotel and an agent hangs up without capturing key details—their reason for travel, dates of stay, room preference, contact info, or even why they didn’t book—that valuable data is gone. Boop. Forever. ?? But what if you had a system in place to collect and use that information? Imagine the opportunities—personalized follow-ups, targeted offers, and stronger guest relationships. Yet, many hoteliers resist, saying "That takes too much time." But here’s the reality: If your agents aren’t collecting guest insights, they’re not having a sales conversation—they’re just processing transactions. Data-driven guest interactions drive revenue, boost performance, and create long-term value. The difference between a lost booking and a loyal guest is how well you capture and use the information they willingly give you. Is your team making the most of every call? #DirectBookings #GuestData #VoiceChannel #HotelRevenue #HotelMomentPodcast

When travelers book a trip, they aren’t just looking for a room—they’re looking for an experience. Is it the spa, golf, dining, horseback riding, or just solitude? You won’t capture that on a web-booking. ?? People buy from people they trust. While booking engines provide convenience, nothing builds confidence like a conversation with an empowered, passionate, and articulate agent who can truly convey the guest experience. ?? That’s why investing in a call center matters—your agents are the tipping point that turns inquiries into bookings. Are you making the most of your voice channel? #GuestExperience #Personalization #DirectBookings #VoiceChannel #HotelMomentPodcast