The Modern Hotelier
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.
#293: A System that Actually Delivers Personalization & Improves the Guest Experience | with the Alliants Team
Recorded live from HITEC, Steve Carran sits down with the Alliant leadership team—CEO Tristan Gadsby, SVP of Customer Experience Andrew Pirret, and CRO Alberto Santana—to explore how technology is transforming the guest experience while keeping hospitality at its human core.
The conversation dives into Alliant's collaboration with Les Clefs d'Or, where concierge professionals are embracing AI and modern technology to enhance personalized service. Tristan shares how technology can make hospitality professionals "superhuman" by automating routine tasks and allowing them to focus on meaningful guest interactions.
Alberto discusses the untapped opportunity hotels have to bett...
#292: Connecting Data to Elevate Guest Experiences | with Jeff Bzdawka
In this special HITEC edition of The Modern Hotelier, hosts David Millili and Steve Carran sit down with Jeff Bzdawka, CEO of Hapi and a Hall of Fame inductee in hospitality technology. Jeff shares his unique journey from aspiring dentist to hospitality technology leader, reflecting on the experiences that shaped his career across Hyatt, Pegasus, TravelClick, Noland, and now Hapi.
The conversation explores the evolving relationship between hospitality and technology, with a deep dive into what it truly means for hotels to be AI-ready versus AI-enabled. Jeff explains why clean, connected, and actionable data is the foundation...
#291: Making Revenue Management Accessible to All Sizes of Hotels | with Anthony Vita
In this episode, hosts David Millili and Steve Carran sit down with Anthony Vita, VP of Global Partnerships at Revenue Analytics, to explore how modern revenue management is becoming more accessible to independent hotels and boutique operators.
Anthony shares his unconventional journey from e-commerce and luxury interiors into hospitality tech, and how that experience helped shape his perspective on data, pricing, and automation. The conversation dives into the launch and expansion of Climber in North America, and how it’s aiming to level the playing field between small independent properties and large hotel groups through affordable, intelligent re...
#290: The Hospitality Platform Improving the Guest Experience | with Will Gilbert
In this special episode, hosts David Millili and Steve Carran sit down with Will Gilbert, Co-Founder of Bodhi, live from HITEC, to explore how hospitality technology is rapidly transforming hotel operations, guest experience, and revenue performance.
Will shares how Bodhi has achieved 10X growth since last October, and why the company is positioning itself not just as a product vendor—but as a true hotel operating platform designed to unify fragmented systems across the hospitality ecosystem.
The conversation dives deep into how Bodhi is helping hotels deliver measurable ROI through its powerful ROI calculator, which li...
#289: Helping Hotels Fight Predatory OTA's | with Tim Major
In this special HITEC edition of The Modern Hotelier, hosts David Millili and Steve Carran sit down with Tim Major, CEO of Operto, to explore how AI is transforming hotel marketing, direct bookings, and operational efficiency.
Tim shares how Operto One's autonomous AI agents help hotels combat predatory OTAs, improve direct booking performance, and optimize visibility across both traditional search engines and emerging AI-powered search experiences. The conversation dives into the role of agentic AI in hospitality, the balance between automation and authentic guest service, and how hotels can leverage AI without adding complexity to their existing...
#288: Hotel Technology that Makes Your Staff More Effective | with Ryan King
In this special HITEC episode of The Modern Hotelier, hosts David Millili and Steve Carran sit down with Ryan King, SVP of the Americas at Shiji, live from the Shiji Cafe and Marketplace on the trade show floor. The conversation dives deep into how hospitality technology is evolving—and where it’s still falling short.
Ryan shares insights from over a decade of attending HITEC and explores the industry’s ongoing struggle with fragmented, siloed systems across PMS, POS, spa, and operations. While hotels rushed to adopt tech to solve staffing shortages, many ended up with disconnected tools...
#287: How Aimbridge is Preparing for Hospitality's A.I. Future | with Eric Ettlin
In this episode, hosts David Millili and Steve Carran sit down with Eric Ettlin, Senior Vice President of Brand, Marketing, and Digital at Aimbridge Hospitality, one of the largest hotel management companies in the world.
Eric shares his journey from early digital marketing roles in finance to leading global brand and digital strategy across hundreds of hotels. He discusses what it takes to scale marketing across complex, multi-brand hotel portfolios and how third-party management differs from traditional brand-side hospitality roles.
The conversation dives deep into the evolving hospitality landscape, including how Aimbridge balances brand standards...
#286: How Hotel Uniforms Impact the Guest Experience & Employee Performance | with Mia Liu
What role do uniforms really play in shaping a hotel’s brand experience, and why are they often overlooked despite being one of the first things guests notice?
In this episode of The Modern Hotelier, hosts David Millili and Steve Carran are joined by Mia Liu, Creative Director of Drape & Stitch, a fashion-forward uniform brand redefining what hospitality teams wear and why it matters.
Mia shares her journey from growing up in China with a passion for fashion and design, to building an international career across design, production, sourcing, and marketing. With deep experience across th...
#285: Inside the Operations of Hospitality Giant, MGM Resorts International | with Ayesha Molino
In this episode, hosts David Millili and Steve Carran sit down with Ayesha Molino, Chief Operating Officer of MGM Resorts International, to explore the evolving landscape of hospitality, entertainment, and large-scale resort operations in Las Vegas.
Ayesha shares her unconventional path from law and government into hospitality leadership, and how her experience in policy shaped her approach to decision-making at one of the world’s largest resort companies. The conversation dives into MGM’s guest-centric operating model, the transformation of Las Vegas into an entertainment-driven destination, and how AI, data, and loyalty partnerships like Marriott Bonvoy are resh...
#284: Fixing the Post-Booking Black Hole Most Hotels Ignore | with Michael Gahan
What is the “post-booking black hole” in hospitality, and how can hotels eliminate it to transform the guest experience using AI, destination intelligence, and modern engagement tools?Â
In this episode, hosts David Millili and Steve Carran sit down with Michael Gahan, CEO of Tongo, for a deep dive into how hotels can transform the guest journey by stepping into the “post-booking black hole.”
Michael shares his unconventional path from small-town California, professional MMA fighting, and wine tour entrepreneurship to building a hospitality tech company focused on redefining guest engagement through destination intelligence and AI-powered concierge experienc...
#283: What We've Learned from Hoteliers So Far in 2026
In this special highlight episode of The Modern Hotelier, hosts David Millili and Steve Carran take a look back at the first half of the year, revisiting standout moments from over 40 conversations with leading voices in hospitality.
Across these curated clips, hoteliers, developers, and industry leaders share what it really takes to succeed in today’s rapidly evolving hospitality landscape—from building authentic guest experiences and strong team cultures to rethinking branding, revenue strategy, and the future of hotel development.
Guests explore key themes including the importance of curiosity, staying authentic in design and operations, empo...
#282: Uber Partners with Expedia, Spirit Shuts Down, Hotels Prepare for AI | Hot Topics with Tom Luersen
What should hoteliers be doing right now to stay ahead of these rapid changes?Â
In this episode, hosts Steve Carran and David Millili are joined by Tom Luersen, President of CoralTree Hospitality, for a fast-paced breakdown of the biggest hospitality and travel industry developments from May.
The conversation dives into major shifts in the tech and distribution landscape, including new partnerships like Uber with Expedia and Mews, Airbnb expanding into hotels and car rentals, and the rise of TikTok as a hotel booking channel. The panel explores what these changes mean for hotels, direct bookings, a...
#281: How to Turn Your Data into Hospitality Magic | with Josh & Dana Ellis
How are luxury hotels currently underutilizing guest data, and what opportunities are they missing?Â
In this episode, Steve Carran and David Millili sit down with Josh and Dana Ellis, co-founders of Abra, to explore how AI-powered personalization is transforming the guest experience in hospitality.
From luxury hotels in New York City and Maui to building one of hospitality’s most exciting AI startups, Josh and Dana share the story behind Abra and why they believe personalization is the future of guest loyalty. Dana brings firsthand experience from iconic luxury properties including Four Seasons, Peninsula Hotels, and...
#280: NYU Incubator Winner: Clairdoc - Agentic Billing | with Bakhtawer Baloch
In this episode, hosts David Millili and Steve Carran sit down with 2026 NYU SPS Incubator winner and founder of Clairdoc, Bakhtawer Baloch, for a wide-ranging conversation on entrepreneurship, resilience, and building scalable AI solutions in complex industries.
From her early entrepreneurial spark selling stickers as a child in Pakistan to studying and building companies in New York, Bakhtawer shares how her journey across consulting, tech, and startups led her to identify a major inefficiency in healthcare billing: insurance claim denials. That insight became the foundation of Clairdoc, an AI-driven platform aimed at reducing administrative friction and improving...
#279: Increasing Hotel Profitability: Inside Asset Management | with Carmen Almos
In this episode, David and Steve sit down with Carmen Almos, Founder & CEO of Ashburton Hospitality, for a powerful conversation about resilience, entrepreneurship, and the evolving world of hotel ownership and asset management.
Carmen shares her remarkable journey—from growing up in South Africa and moving to Tennessee as a teenager, to discovering her passion for hospitality through her family's motel business. She opens up about lessons learned from navigating cultural transitions, surviving the 2008 financial crisis, and finding her way from finance and law aspirations into hotel ownership and asset management.
The conversation dives into:
...#278: Exploring the World of Boutique Cruises | with Azamara Cruises CEO Dondra Ritzenthaler
How does someone go from taking their very first flight after college to becoming the CEO of a world-renowned cruise brand?
In this episode, David Millili and Steve Carran sit down with Dondra Ritzenthaler, CEO of Azamara Cruises and recent recipient of the prestigious 2026 CLIA Hall of Fame Cruise Industry Award. From growing up in a small Texas town to becoming one of the most influential leaders in the cruise industry, Dondra shares her inspiring journey, leadership lessons, and passion for hospitality.
The conversation starts with a fun lightning round where Dondra reveals her love...
#277: Why (And How) This CEO Teaches Housekeepers to Read a P&L | Azim Saju & Josiah Mackenzie
In this special collaborative episode of The Modern Hotelier, recorded at the Hunter Conference with Josiah McKenzie of Hospitality Daily, we share a compelling conversation with Azim Saju, CEO of ARK Holdings.
Azim discusses his multi-faceted role in hospitality—from hotel ownership and third-party management to development, acquisitions, and renovations—and unpacks how culture, financial literacy, and technology are reshaping modern hotel operations.
In this episode, you’ll learn:
 How ARK Holdings operates across management, acquisitions, development, and renovations  Why increasing financial literacy among frontline staff (including housekeepers and breakfast attendants) directly impacts hotel performan...#276: Building a Tech-Forward Hotel Brand | with Roman Pedan of Kasa
In this episode, hosts David Millili and Steve Carran sit down with Roman Pedan, the founder and CEO of Kasa, to discuss the future of hospitality, the role of AI in hotel operations, and how technology is reshaping the guest experience.
Roman shares his journey from immigrating to the United States from Ukraine to studying at the University of Pennsylvania and Stanford University, before building one of the hospitality industry’s most innovative tech-enabled brands. He dives into the inspiration behind Kasa, lessons learned from private equity at KKR and Walton Street Capital, and why he believes ho...
#275: Mastering Sleep: The Hotelier's Ultimate Differentiator | with Maura Zambarano
In this episode, hosts David Millili and Steve Carran sit down with Maura Zambarano, President of Mattress Concierge, for an honest and wide-ranging conversation about entrepreneurship, resilience, and the evolving role of sleep in hospitality.
From a lightning-round icebreaker revealing Maura’s calm-inducing superpower to a deeply personal story of unexpectedly taking over a company after tragedy, this episode explores how life experience, adaptability, and customer obsession can shape leadership in powerful ways.
Maura shares her unconventional journey—from studying economics at Colorado State after a last-minute major switch, to grassroots sales launching a sauce busi...
#274: How to Boost Hotel Profitability with Automated Room Pricing | with Chas Scarantino
In this episode, hosts David Millili and Steve Carran sit down with Chas Scarantino, CEO of RoomPriceGenie, to explore how modern revenue management is transforming the independent hotel space. From his early career in logistics and HVAC sales to leading global SaaS companies, Chas shares the experiences that shaped his leadership style and his passion for hospitality tech.
The conversation dives deep into the evolution of revenue management, the growing role of AI, and how independent hotels are now leveraging automation and data-driven pricing strategies once reserved for large chains. Chas also breaks down real-world pricing mistakes...
#273: Young Workers Avoid Hotels, Travel Goes Local, Best Western Enters Glamping | April Hospitality Hot Topics
In this episode of The Modern Hotelier: Hospitality Hot Topics, hosts Steve Carran and David Millili are joined by Jennifer Olson, the Director of Commercial National Accounts, SERVPRO Team Zubricki, for a wide-ranging conversation on the biggest trends shaping hospitality today.
They dive into the growing concern around hospitality as a long-term career path for younger generations and discuss what the industry can do to attract and retain new talent. The conversation then shifts to the airline industry, unpacking the attempted American–United merger and what it signals about competition, consumer impact, and the future of air tr...
#272: The Companies Supporting & Innovating Independent Hospitality | from the Independent Lodging Congress
In this episode, host David Millili brings listeners inside Indie Cultivate Boston, hosted in partnership with ILC.Â
David sits down with leading vendors and innovators including Airbnb, Watermelon Ghost, Direct Booker, Stash Rewards, Cloudbeds, Directful, and Canary Technologies. Across these conversations, a clear theme emerges: the independent hotel space is at a turning point driven by AI, evolving guest expectations, and the ongoing battle for direct bookings versus OTAs.
Guests discuss how AI is reshaping discoverability, guest engagement, and operations, while also raising critical questions about visibility in AI-driven search. From loyalty programs and retention p...
#271: Creating a Better Hotel Booking Experience | with Richard Aday
In this episode, host David Millili sits down with Richard Aday, CEO and Co-founder of ThinkReservations, for an insightful conversation on entrepreneurship, technology, and the evolving hospitality landscape.
Richard shares his journey from building websites as a child in a tech-savvy family, to studying electrical and computer engineering, working at Amazon, and ultimately founding ThinkReservations after a chance encounter with a boutique hotel in Puerto Rico sparked a bold idea. He also reflects on growing up in a Cuban-American family in South Florida, the influence of a strong work ethic, and how his passion for travel and g...
#270: The Voices Shaping Independent Hotels from Independent Lodging Congress Boston
In this special episode, host David Millili takes listeners inside Indie Cultivate Boston in partnership with ILC, capturing candid conversations with some of the most forward-thinking leaders in hospitality.
Across the discussions, a common theme emerges while AI and automation are transforming back-of-house operations, the future of hospitality remains deeply human—rooted in creativity, storytelling, and meaningful guest connection. Leaders also reflect on the importance of independence in hotel development, the value of intimate industry gatherings like ILC, and how new models are reshaping ownership, management, and guest experience.
In this episode, you’ll learn:
 H...#269: How Hotels Should Be Using Technology to Improve the Employee & Guest Experience | with Shane O'Flaherty of Microsoft
In this episode, David Millili and Steve Carran sit down with Shane O’Flaherty, Global Director of Travel, Transportation, and Hospitality at Microsoft, for a deep dive into the future of hospitality.
Shane shares his fascinating journey—from growing up in a rodeo and circus environment to shaping global hospitality standards and now leading innovation at one of the world’s biggest tech companies. Along the way, he unpacks powerful lessons on networking, reinvention, and the evolving role of technology in travel.
The conversation explores how AI is transforming the hospitality industry—from a “tool” to a true “p...
#268: The Atari Hotel: Building An Iconic Video Game Hotel | with Jordan Taylor
How does a former collegiate baseball player turn his competitive edge into a career in commercial real estate, and ultimately help bring a bold concept like the Atari Hotel to life?Â
In today's episode, hosts David Millili and Steve Carran sit down with Jordan Taylor, Managing Partner at Intersection Development, for a deep dive into one of the most innovative concepts in hospitality—the Atari Hotel.
Jordan shares his journey from a small-town Midwest upbringing and collegiate baseball career to becoming a leader in commercial real estate development in Phoenix. Through a candid “lightning round,” listene...
#267: How this "Physical Internet" will Impact Hospitality | with Robert DeDomenico
What if hotels could turn every delivery into a revenue stream instead of a cost? What if the “last mile” wasn’t a problem—but the biggest untapped opportunity in hospitality?Â
In this episode, host David Millili sits down with entrepreneur and innovator Robert DeDomenico to explore a bold vision for the future of hospitality logistics and last-mile delivery.
Robert shares the origin story behind CargoFish, a concept aimed at transforming how hotels manage food and goods delivery by turning it into a utility-like infrastructure—removing friction, reducing costs, and challenging dominant delivery platforms. Drawing parallels t...
#266: Inside the Hospitality Creator Summit: Elevating the B2B Creator Community | with Anna Blue and Anthony Melchiorri
In this episode of The Modern Hotelier, host David Millili sits down with Hospitality Creators Summit co-founders Anna Blue and Anthony Melchiorri to unpack one of the most exciting new movements in the industry.
They dive into the mission behind the Hospitality Creators Summit, an invite-only (but free) event designed to bring together creators, storytellers, and community builders across hospitality. From the growing importance of content creators in B2B spaces to the massive gap between traditional industry players and modern digital voices, this conversation explores why creators are no longer optional—they’re essential.
Anna...
#265: Death of The Goodtime Hotel, Good Hotel Design, Hilton & Marriott Partnering with Independents, & More | March Hot Topics with Bashar Wali
Join Steve Carran and David Millili on this month’s episode of The Modern Hotelier: Hospitality Hot Topics as we break down the biggest happenings in March for the hospitality industry. This episode features a candid conversation with Bashar Wali, CEO, founder, and one of the world’s top social media influencers, as he shares insights from his global travels and perspectives on hospitality trends, hotel design, and industry challenges.
Topics covered in this episode include:
Government Shutdown & Airport SecurityHilton adds Yotel as First in Select by HiltonDesign Focused HotelsGood-Bye to the Goodtime HotelSize Does MatterBa...
#264: Transforming a Route 66 Motor Lodge Into a Boutique Hotel | with Dr. Sharmin Dharas
In this episode, hosts David Millili and Steve Carran sit down with Dr. Sharmin Dharas, Chief Experience Officer at Hotel ZAZZ and Chief Storyteller at HERstory Hospitality.
Sharmin’s journey is anything but traditional. From growing up in a 13-room Route 66 motor lodge to becoming a physician, entrepreneur, author, and boutique hotel visionary, she shares how her diverse background shaped one of the most unique hospitality concepts in the country.
The conversation dives into the creation of Hotel ZAZZ, a colorful and rebellious boutique motor lodge in Albuquerque that blends wellness, storytelling, and experiential design—incl...
#263: Innovative Marketing Strategies for Hotels | with Jody Merl
How can hotels, especially independent and boutique properties, build effective marketing strategies that drive bookings, maximize revenue, and stand out in a competitive market?Â
In this episode, hosts David Millili and Steve Carran sit down with Jody Merl, Founder and President of Innovative Travel Marketing, to dive into her incredible journey from aspiring actress to hospitality marketing powerhouse.
Jody shares insights from her decades of experience working with luxury hotels, launching campaigns for JetBlue and iconic properties like the Paramount Hotel, and building long-term client relationships that have stood the test of time. She a...
#262: How Hotel Task Force Services Can Help with Labor Problems | with Peter Wenzell
In this special episode, recorded live at the Hunter Conference in Atlanta, host David Millili sits down with Peter Wenzell, CEO of Wenzell and Fisher Hospitality Group. Peter shares his journey into hospitality, inspired by his father’s work in airport concessions, and how that early exposure to travel and hotels shaped his career path.
The conversation dives into one of the hospitality industry’s biggest challenges today—staffing. Peter explains how Wenzell and Fisher’s hotel task force services help hotels quickly fill operational gaps, from unexpected staff resignations to temporary leave coverage, ensuring properties continue running...
#261: Understanding Insurance for Hotels | with Brian Popelmayer
David Millili sits down with Brian Popelmayer of Lockton Companies at the Hunter Conference in Atlanta to discuss one of the biggest challenges facing the hospitality industry today: rising hotel insurance costs.
In this episode, Brian shares insights from more than 23 years in the insurance industry, including how the hotel insurance marketplace has evolved, why liability insurance costs are rising, and what hotel owners and management companies must do to protect their balance sheets.
Brian also breaks down emerging risks in hospitality such as human trafficking, sexual misconduct liability, environmental exposures, mold, and Legionella claims...
#260: Hotel Deal Trends, Disconnects Between Buyers & Sellers, and Market Outlook | with Hunter Advisors
Recorded live at the 2026 Hunter Conference in Atlanta, this special episode of The Modern Hotelier: Hospitality’s Most Engaged Podcast brings together key voices from the Hunter team to unpack what’s really happening behind the scenes in today’s hotel investment market.
In this episode, Host David Millili sits down with Mayank Patel, Sophia Pittaluga, and Kami Burnette to discuss the forces shaping hotel deals right now—from economic uncertainty and rising operating costs to shifting buyer expectations and the growing demand for luxury and lifestyle properties.
The conversation explores the biggest disconnects between buyers a...
#259: The Evolution of Hotel Revenue Management and Pricing Strategies | with Chris Anderson
Ever wondered how hotels set the “perfect” price, why AI is changing the game, and what the future of travel really looks like?
In this episode of The Modern Hotelier, hosts David Millili and Steve Carran sit down with Chris Anderson, Professor at Cornell University and former Director of the Cornell Center for Hospitality Research, to unpack the evolving world of hotel revenue management, pricing strategy, and guest analytics.
What You’ll Learn in This Episode:
The evolution of revenue management and pricing in hotels over the last few decadesHow AI is transforming demand foreca...#258: What Creates A Thriving Hospitality Culture | with Kristie Goshow, CCO of Loews Hotels
In this episode, Join David Millili and Steve Carran for another engaging episode of The Modern Hotelier, the most engaged podcast in hospitality. Today, we sit down with Kristie Goshow, CCO of Loews Hotels & Co., to explore her journey in travel, hospitality, and leadership.
We dive into Kristie’s early experiences in travel and aviation, lessons learned from Virgin Atlantic and Scandinavian Airlines, and her insights on building successful teams, cultivating hotel culture, and innovating in the luxury and independent hotel markets.
Kristie also discusses the role of AI in hospitality, balancing technology with human co...
#257: Losing the $150 Hotel Room, Hotel Investments in 2026, Airbnb World Cup Push, and More | Hospitality Hot Topics
In this episode of Hospitality Hot Topics, Steve Carran, David Millili, and Jon Bumhoffer break down the latest trends and insights from February in the hospitality industry. From rising midscale hotel rates to the booming luxury market, they explore what’s shaping travel in 2026 and beyond.Â
What we cover in this episode:
Why the $150 midscale hotel room is disappearing and what travelers are paying nowHow inflation, rising operating costs, and labor expenses are changing hotel pricingThe shift towards AI-driven personalization and dynamic hotel packagesOpportunities for Airbnb hosts during the World Cup and the changing landscape of lon...#256: Optimizing & Future-Proofing Hospitality Systems | with Darko Bosancic
What does the future of hospitality look like in an AI-driven world?Â
Join David Millili at ITB Berlin for a deep dive into the future of hospitality technology with Darko Bosancic, Senior Vice President of Travel & Hospitality at Sirma.Â
In this episode, we explore how hotels can move beyond fragmented tech stacks, leverage AI agents, and build connected ecosystems that enhance operations, guest experiences, and data security.
In this episode, you’ll learn about:
How AI agents are transforming hotel operations and guest communicationsStrategies for integrating multiple hotel technology systems without disruptionWays to s...#255: How AHLA Supports the Hospitality Industry | with Rosanna Maietta, President & CEO of AHLA
What’s Next for the Hospitality Industry?
Join David Millili and Steve Carran as they sit down with Rosanna Maietta, CEO of the American Hotel & Lodging Association (AHLA), to discuss the state of the hospitality industry, labor challenges, AI in hotels, and the incredible ways hotels give back to their communities.
In this episode, you'll learn about:
The hospitality trends for 2026 and guest spending forecastsHow the industry is addressing labor shortages and workforce developmentThe role of AI and technology in enhancing hotel operations without losing the human touchInspiring stories of...#254: Building AKA & Leading Luxury Residence Hospitality | with Larry Korman
How did Larry Korman go from growing up outside Philadelphia to leading one of the most innovative hospitality brands in the world?
In this episode, hosts David Millili and Steve Carran sit down with Larry Korman, President of AKA Hotels & Residences and Co‑CEO of Korman Communities. Larry shares his journey from growing up outside Philadelphia to leading one of the most innovative hospitality brands in the world.
You’ll hear about:
