Why personalized guest experiences matter to Collared Martin Hospitality скачать в хорошем качестве

Why personalized guest experiences matter to Collared Martin Hospitality

Check out our newsletter: https://lnkd.in/eUq6a6NE - get the inside scoop from Hotel Moment In this episode of Hotel Moment, host Karen Stephens, CMO of Revinate, sits down with Steven Rubin, CEO of Collared Martin Hospitality, to explore how boutique hotels can balance technology and human connection to deliver unforgettable guest experiences. With nearly three decades in hospitality, Steven shares how his company, managing luxury properties from Martha’s Vineyard to Jackson Hole — is bringing back the soul of hospitality. From personally calling guests to recover service failures to creating bespoke experiences inspired by each destination’s story, Steven proves that technology and empathy can coexist to elevate service and strengthen brand loyalty. Discover how AI and data-driven insights empower teams to connect authentically, why voice communication remains irreplaceable in guest recovery, and how a strong company culture fuels service excellence across boutique properties. Whether you’re a hotelier reimagining guest engagement or a hospitality leader designing the future of boutique brands, this episode offers actionable lessons in using technology not as a substitute for connection, but as a bridge to it. What you'll learn: How to balance AI and technology with personalized guest relationships Why voice communication remains key for guest recovery and loyalty How to turn dissatisfied guests into brand advocates through sincerity Using CRM data to craft personalized, memorable experiences How small hotel groups can use AI for big-brand-level data insights The importance of mission, vision, and cultural symbolism in hospitality brands The “Homecoming Principle”: creating a sense of belonging for guests and teams Subscribe for more expert conversations on hospitality excellence and guest experience innovation. Chapters: 00:00 - The call to bring back the soul of hospitality 03:36 - Teaching technology at NYU 04:37 - Launching Collared Martin Hospitality 06:08 - Boutique hotels and destination storytelling 08:05 - Picking up the phone: human connection through voice 10:55 - Recovering service failures with sincerity 13:28 - Personalization beyond standard amenities 15:24 - How AI enhances human service 15:54 - Building culture rooted in mission and symbolism 19:58 - The “Homecoming” story of Collared Martin 20:18 - The future of boutique hotels and data empowerment 🎧 Listen on Apple & Spotify | 💬 Comment your thoughts below!