Technology Episodes

The use of AI is one of the biggest strategic questions in hospitality, and many hotel leaders face the same challenge: they believe in the potential, but need a clearer path from experimentation to measurable results. In this episode, Actabl CEO Steven Moore and CTO Joseph Benjamin explain Actabl's new forward-deployed engineering offering for the hotel industry. They discuss why data foundations matter, how AI might help hotel companies improve profitability, and why custom workflows matter fo...

In this episode, Ben Campbell, the President and CEO of Hospitality America, shares how he's navigating flat demand and rising costs by investing in data foundations and doubling down on both AI and human-led sales. You'll hear why he believes every piece of business has its own profitability, how his revenue management background shapes his strategy, and how the company's PEACH culture creates accountability and performance from the top down.

In this episode, Josiah Mackenzie speaks with Mark Fancourt , cofounder and principal at TRAVHOTECH , and a former senior leader across global hospitality brands and technology companies. Their conversation explores what hotel leaders often misunderstand about technology strategy. Mark shares why many hotels invest heavily in new systems but still struggle to translate those investments into operational results. The discussion centers on the foundational role of structured data, organizational d...

In this episode, Sloan Dean returns to the show after completing MIT's AI Strategy and Leadership program to share how he's applying AI in his work daily. The conversation covers two practical use cases for hotel GMs: using Claude as an executive assistant for email and communication, and as a financial analyst for P&L benchmarking and cost analysis. Sloan also walks through the power and limitations of "vibe coding" and why the hotel leaders who lean into AI now will be the ones leading ...

In this episode, Stacey Milgram Plotska , VP of Operations and Implementations at Actabl , shares how hotel technology delivers the best results when it’s set up and used the right way. This conversation is a deep dive into what needs to happen, including the implementation, onboarding, training, and systems required to support ongoing learning and adoption. Stacey breaks down how strong technology partnerships work, what hotel teams need to do to succeed, and where some organizations struggle. ...

In this episode, Tony Roumph , Managing Director of Argonaut Hotel in San Francisco, shares a practical look at how his team balances timeless hospitality with modern operational realities. This episode includes a case study on how AI and workflow automation reduced front desk call volume by 80 percent, freeing teams to focus on the people in front of them. Technologies Tony mentions: EHVA AI Alice by Actabl Also see: "He Gave Me the Opportunity to Fail, and That Changed Everything" - Tony Roump...

In this episode, Monika Nerger , former Group Global Chief Information Officer at Mandarin Oriental, shares how she led a large-scale digital transformation by putting brand DNA—not technology—at the center of the strategy. She explains why data governance became the foundational layer, how cross-functional collaboration reshaped decision-making, and what it took to drive real change during the pandemic and beyond. The conversation explores the often-overlooked role of change leadership, trust, ...

In this episode, Josiah Mackenzie is joined by Danica Smith , guest experience correspondent for Hospitality Daily and founder of MorningStar GX , to discuss whether hoteliers should start “vibe coding” with AI. Danica shares why she decided to experiment with building software herself, what surprised her most along the way, and how AI is removing long-standing technical barriers across hospitality roles. Together, they unpack where this creates real opportunity for operators, leaders, and advis...

In this episode, Josiah Mackenzie speaks with Mark Fancourt , cofounder and principal at TRAVHOTECH , and a former senior leader across global hospitality brands and technology companies. Their conversation moves beyond the typical AI talking points in our industry to examine the less-discussed implications for hospitality — from the workforce and robotics to shifting consumer demand and long-term industry sustainability. Mark offers a perspective shaped by decades of operational leadership and ...

In this sponsor bonus episode, Agnelo Fernandes , CEO of Cote Hospitality , shares how he and his team use ProfitSword by Actabl to manage hotel performance each day. He explains how real-time visibility into revenue, labor, and other costs enables better game-time decisions to drive profitability. You may also enjoy: What Our "52 Games a Year" Mindset Reveals About Leading Performance in Hospitality - Agnelo Fernandes, Cote Hospitality "If We’re Not Using Technology, We’re Done": A CEO’s Wake-U...

In this episode, Agnelo Fernandes , CEO of Cote Hospitality , shares how recent conversations during a trip to Northern California sharpened his perspective on the pace of technological change—and what it means for hospitality leaders. He explains why technology, and increasingly AI, is no longer just about efficiency, but a critical enabler of personalization, empowered teams, and delivering on the promise of hospitality. Agnelo also outlines the financial and operational pressures forcing the ...

In this conversation, our guest experience correspondent, Danica Smith , interviews Matthew Bell , Managing Director at Mollie's , and former Chief Hotel Operations Officer at citizenM, about why so many digital initiatives continue to underperform. Matt explains how misaligned goals, over-engineered projects, and a lack of clear value metrics often hold hotels back, and why a more incremental, guest-led approach delivers better results. He also shares why personal devices, identity, and authent...

Chet Pipkin, founder of Belkin and Desolation Hotel , shares how he’s bringing decades of experience building one of the world’s largest consumer technology companies into the hospitality industry. From EV charging to booking systems and even something as simple as checking out a bike, Chet explains how he designs every touchpoint with technology to feel effortless. In this episode, he breaks down his philosophy of removing friction, solving real problems, and keeping people—both guests and team...

In this episode, Eugene Leonard , General Manager of Hotel Café Royal in London , shares with our guest experience correspondent, Danica Smith (founder of MorningStar GX ), his perspective on how technology is changing hospitality now in real ways. From managing 90 disconnected systems to creating one unified guest experience, Eugene explains how better integration and AI tools can help hoteliers make faster, better decisions -- without losing the human touch that is the bedrock of great service...

In this episode, you'll hear an excerpt of Josiah Mackenzie 's conversation with Sloan Dean on the Not Done podcast , where he talks about the state of hospitality technology from his perspective as head of marketing at Actabl : what’s working, what’s not, and what leaders can do right now to drive change. They explore why tech adoption in hotels has often lagged, how poor rollouts can backfire, and what it takes to align innovation with the realities of operations and profitability. Josiah shar...

What’s really happening with AI in hospitality right now? In this episode, Josiah Mackenzie explores this with Drew Potter of Actabl, who brings a rare mix of hotel operations experience, hands-on AI experimentation, and a technology-provider perspective. Fresh from the Destination AI Summit in Washington, DC, Drew shares what’s changed over the past year, what’s actually working inside hotels today, and where guest expectations are heading next. From analyzing guest feedback with AI to prep...

In this special bonus episode, Megan Yagoda Kaplan , Senior Vice President of Customer Experience at Actabl , explains how hotel leaders can unlock performance from technology by partnering with customer success teams. With a background in consulting and a team of former hoteliers, Megan shares how Actabl helps operators align tech adoption with strategic goals and measurable outcomes. This episode shows why customer success is the key to driving real results in hospitality today. Links: Request...

Before her role today at Actabl , Shanell Marinuzzi built a reputation as a hotel fixer, turning around underperforming properties. In this episode, she shares how relying on pen, paper, and spreadsheets became a limiting factor for her -- and how technology gave her time back to focus on guests and her teams. She also explains why adoption is the real key to results, and what leaders can do to make new tools stick. Also see: The Hotel Fixer: Turning Around Performance Through Leadership and Cul...

Dina Belon , President of Staypineapple , returns for a conversation with our guest experience correspondent, Danica Smith , to share how her team built “Chat Pineapple,” an in-house AI tool that connects guest insights across systems. More important than the technology, Dina says, is the culture that empowers teams to act creatively on that information -- turning surveys, reviews, and guest histories into memorable experiences. You’ll hear what surprised her most about pre-stay guest responses,...

In this episode, we continue our series with Dina Belon , President of Staypineapple , in a conversation hosted by our guest experience correspondent, Danica Smith . Dina shares why kiosks don’t belong in her hotels, what that reveals about the role of technology in the guest experience for her company, and how independent hoteliers can compete with big brands by choosing the right tech partners. See our previous episodes with Dina: How Staypineapple Enables Every Employee to Surprise and Deligh...

A year ago, Brett and Casey McManus went viral for transforming a rundown Vermont roadside motel into a thriving new hospitality concept: Après Inn in Killington, Vermont. In this follow-up conversation, Brett reflects on what he’s learned as a first-time innkeeper: the highs and lows of running a seasonal business, what technology actually enables, and why guest conversations drive reviews and revenue. He also shares lessons from expanding to a second property, the efficiencies that come with s...

Budget season can be stressful for hotel leaders, but in this episode, Stephen German , SVP of Product at Actabl , shares how technology is helping hoteliers move from spreadsheets and guesswork to smarter, data-driven decisions. Stephen explains how ProfitSword provides hotel leaders with real-time visibility, alignment across properties, and powerful comparison tools, making budgeting faster and more accurate. He also highlights how recent product investments are streamlining workflows, reduci...

In this episode, Sloan Dean shares why curiosity and the willingness to keep learning might be the most important leadership trait in hospitality today. In a candid conversation, Sloan shares his view on the flat state of RevPAR, the generational gap slowing AI adoption, and why the industry risks falling behind if it only experiments on the fringes. Drawing on his own deep dive into AI education and lessons from other industries, he offers a challenge to rethink how we grow, lead, and adapt. Re...

In this episode, STR President Amanda Hite shares how she’s thinking about the role artificial intelligence could play in the future of hospitality forecasting. Recorded at the 2025 Hotel Data Conference, this conversation explores why STR’s 40 years of proprietary hotel data remain its greatest advantage, how her team is cautiously testing AI tools without risking data integrity, and the opportunities AI presents for improving data onboarding and analysis. Amanda also explains why human judgmen...