Suite Spot: A Hotel Marketing Podcast

Travel Media Group & Ryan Embree
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The best hotel digital marketing podcast in the hospitality industry.

  1. 4d ago

    216 - The Hospitality SHE Suite: Kat Woods

    We are thrilled to debut the first episode of a brand-new Suite Spot series spotlighting the inspiring women shaping the hospitality industry, The Hospitality SHE Suite!  Throughout this series, TMG Brand Ambassador and Suite Spot Co-Host, Cassady Quintana sits down with female industry leaders to explore career journeys, key leadership lessons, and the power of supporting current and future generations of women in hospitality.  To kick things off, special guest and familiar face on the Suite Spot, Kat Woods of Hyatt joins us to discuss her hospitality career trajectory and how she is opening avenues for other women through leadership and the NYC Women of Hospitality organization. Cassady Quintana: Welcome to the Hospitality SHE Suite, where we spotlight the women shaping the hospitality industry. Through conversations with leaders and changemakers, we explore career journeys, leadership lessons, and the experiences that have helped shape who they are today. I’m your host, Cassady Quintana. Hello, everyone, and welcome to the Hospitality SHE Suite, a brand new series brought to you by The Suite Spot where we will be celebrating women in hospitality and their stories. I’m your host, Cassady Quintana, and I’m super excited to bring you guys this new series. It’s something we’ve been working on for a while and definitely something that’s needed in our hospitality industry. And I have an amazing guest with me, no one better to bring on first, Kat Woods, Regional Vice President of Pre-Opening Operations at Hyatt. Kat, thanks for joining me. Kat Woods: Thank you so much for having me, Cassady. I’m so happy to be here, and congratulations on launching this amazing podcast. Cassady Quintana: Thank you. Yeah, super excited. Glad you’re here. Glad we can make it work. Obviously, I’m pretty familiar with your story, but for our listeners that may not know you and who you are and what you do, kind of just walk us through a little bit about how you got involved in hospitality and where, how you got to where you are today. Kat Woods: Happy to. So I will take it pretty far back. When I was in high school and was looking at universities to go to, I ended up being recruited to run track and field at the University of New Hampshire, which also happens to have a really strong hospitality management program. I was relatively familiar with the field because I had traveled a lot and understood that hotels and restaurants need people to manage them, but wasn’t entirely sure I understood that it could be a major. Admittedly, trying to balance my athletic schedule and my academic schedule, I thought, “Hey, this might be an easy major. Let’s do it. Could be fun.” And I think the rest is history because as those who have studied this type of thing know, it’s not necessarily an easy major, but it is certainly a blast. And it was apparent from day one that this was something I ended up loving. I started working in the industry. The classes at the time were very interesting to me because going to hotels and restaurants and resorts was something that as a college student I could identify with. The same can’t really be said when you’re talking about real estate or marketing or whatever these other majors are, right? So I just fell in love with it. Continued obviously on the athletic side, but then really started to flourish on the academic side in later in my college life and ultimately started working for Starwood Hotels and Resorts. Now, quite a few years ago, Marriott bought Starwood, but back in the day, Starwood was its own company, and it had some really incredible brands. One of those brands was W Hotels, and W Hotels was certainly tailored to my demographic, the young, the fun, beverage culture focus, travel, party, fashion, music, design. And for a young 20-something, you just fall in love with the industry even more. So I worked for W Hotels for about three and a half, four years, anywhere from Barcelona to New York City, and just continued to fall in love with the operation over and over again. Worked in housekeeping, worked in front desk, worked in food and beverage. And about five years after working for W Hotels, I started with independent hotels. So privately owned, not part of a larger brand. At the time, there was a really exciting hotel opening here in New York City called 11 Howard, and it had just opened. It was the hottest place to be in town. Everyone who was anyone and knew about it. And I had an opportunity to go join the team there. That was my first introduction to private management, private ownership, and really the world of truly independent properties. I worked at 11 Howard for many years through a variety of different functions, and really fell in love with the independent hotel space. Ultimately moved from 11 Howard to a company called Bridgeton, operating another hotel here in New York City, the Walker Hotel Tribeca, really involved in the independent space as well. Privately owned, privately operated company, and once again, just really loving that independent hotel space. After the pandemic, or I suppose after I reopened a hotel after the pandemic, I was honestly burnt out. I took some time off. I traveled for about six months by myself to visit some family and some friends, and kind of reset a little bit. Went back to the amazing team at Bridgeton and said, “I’m interested in continuing to work for the company. However, I don’t wanna work in a hotel. I think I wanna try something else.” And that was when I sort of stumbled into a role that focused on asset management and hotel development. And if I was working for a larger company, I don’t think I would’ve ever had had that opportunity because on paper I was not even close to being qualified. But given my relationship with that hotel company and the fact that I had already worked for them for several years, I appreciated their confidence in basically saying, “You’ll figure it out.” . And so I did that for about three years, owning on the owner side, on the operator side, essentially being responsible for asset management for the company, as well as any portfolio-wide initiatives that we were working on. A lot of tech enhancements, a lot of brand standardizations, just kind of anything and everything that at these larger companies you may have individuals or entire departments dedicated to. And at a small company like Bridgeton, you didn’t. And so that kind of fell to myself and a very select group of others to roll these things out. And I loved it. I was very proud to work in the independent hotel space. There’s a reason I am on the advisory board for the independent hotel show, and I think there’s a lot of beauty in that world. About six months ago, I joined the team at the lifestyle group of Hyatt to focus on their pre-opening operations. And essentially what that means is having a GM-focused individual, a GM operational brain for every phase of the project from signing the deal until opening. Why I made the change, I was looking to grow my own professional network. I was also looking to grow professionally and work for a larger organization. And quite honestly, the opportunity felt like a dream job. Cassady Quintana: There’s nothing wrong with that. I love that. You’ve been in hospitality. It’s almost rare these days to meet someone that, like, chose that route, right? Like to go to college for hospitality and then stay in it their entire career. A lot of the people we talk to, it’s like, “Oh, I was working a side job in college,” and kinda just fell into it, and then they fall in love with it. But you kind of already knew from the jump when you went to college, like, “This seems interesting. It’s something I’m interested in.” You stayed in it. And I’m glad you brought up this new position because I saw when you got this new opportunity at Hyatt and it’s awesome. But for me, I was like, “So what exactly does this position. Like what does that day-to-day look like?” So kind of walk us through. I know you’re traveling all the time, but what does this role specifically look like on a day-to-day basis? Kat Woods: I’ll tell you a story because this is the reason that this job is a dream job. I’m not gonna mention which hotel I was working at, but there was a hotel that I had worked at when I was really young, and the back of house layout was very confusing and did not make much sense operationally. In addition, there were finishes and things about the guest rooms that did not age well. So as the product became two, three, four years old, it looked even older. And I remember specifically saying to somebody, “Who did this?” and how come we didn’t have someone who’s operated a hotel before look at these floor plans, look at these finishes, think about it how a guest is going to use it. Think about how all of the employees and colleagues need to walk through these spaces. Because at the time, being 20-something and having the confidence of anyone that young. I felt like I knew I though I could do it better. And this job is such a dream because I’ve always thought about how it would be great to be involved from the ground up to always keep in mind the, of course, the guest experience, but the employee experience and the way that the back of house spaces are evolve throughout the development process to make sure that they’re efficient, that people have the space and the resources and the tools to do what they need to do in order to ensure that obviously the guest has the best time, and to ensure that whatever these finishes are that we put in a room look messy or bad after a month or two, right? And so that’s a lot of what this is. This job, I have an incredible team that I work with and don’t have to worry about things as silly as, like, does this finish age well because they’re phenomenal. But talking about how backs of house flow,

  2. Sep 2

    215 - TMG Hospitality Trailblazers: Charles Oswald

    Special guest and familiar face, Charles Oswald joins the Suite Spot in his return to the TMG Hospitality Trailblazers series. As CEO & President of Aperture Hotels, Charles shares his insights on AI & technology in hospitality, capital investment challenges, and his vision for the Aperture Hotels brand.  Tune in now to the full conversation. Ryan Embree: Welcome to Suite Spot, where hoteliers check in and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello, everyone. Welcome to another episode of The Suite Spot. This is your host, Ryan Embree, here for another edition of our TMG Hospitality Trailblazers. Technically, a look back on a few years back when we visited with this particular individual and company trailblazing and paving the way forward in hospitality. That is Charles Oswald, president and CEO of Aperture Hotels. Charles, thank you so much for being back here on The Suite Spot. Charles Oswald: Oh, it’s good to be back. Thank you. Ryan Embree: Yeah. You’ve been busy. It’s been a long time. I had to look back and see the last time we visited here on The Suite Spot. We did our original hospitality trailblazers, really in the infancy of Aperture Hotels back in December 2023. A lot’s changed on that since then, right? So catch us up a little bit. What have you been working on? There’s been some incredible growth that we’ve seen with your company. Congratulations on that. But catch us up since we last visited. Charles Oswald: First off, so at that time when we had launched Aperture Hotels, we were coming out in the, in the wake of the pandemic. So if you kind of think back where we were three and four years ago versus today, there were a lot of properties that had gone through this economic shock, and there were owners who were reeling from that experience, especially those that had corporate business travel hotels as opposed to those leisure destinations that benefited from the pandemic. And so during that time, Aperture actually went on and took on almost 30 different properties that we added to the portfolio, that were, driven by those owners who needed a new management company to come and take a look at their, their with fresh eyes and take a look at their top line strategies, their expense controls. And so we had a lot of properties, and they were 100% of those properties were not through acquisitions, but were actually just performance turnaround assignments where they were switching management companies, to somebody to take a fresh look. So, with all that said, we found ourselves, walking into properties that were on, like, the sixth or seventh year of a five-year hold strategy for private equity firms or high net worth individuals and so on. And that quickly turned into turnarounds, which the story from us lately has actually been sales, a lot of sales, 20 plus sales over the course of this last year. And so today, as we stand here, I’m actually more rebuilding the pipeline with a mix of more management change assignments, plus a few pipeline of new developments. And those new developments are mostly, like, 100 or 300 room soft brand properties across the country. So yeah a lot’s changed for sure. Really rapid growth, really rapid sales, and now more sort of measured one at a time growth. Ryan Embree: Yeah, and I wanna talk about that, because I’ve had the privilege to talk to some management company owners and leaders, and they’ve kind of echoed that same sentiment of not just growth, but strategic growth. And that seems to be where you are right now, too. So when you kind of take a look at. I know you mentioned that particular segment, but when you take a look at the hospitality landscape right now, what makes the right strategic partner for Aperture Hotels right now as you kind of enter this cycle where you’re trying to build back up a little bit? Charles Oswald: You’re right. The right partner, it’s about fit. And when you look at the experience of our leadership team, we’re really engineered towards compact, full service hotels, lifestyle, premium select service brands. They can be brand or independent. We’d like to partner with owners that have some portfolio stable scalability. Preferably they own by that, I mean, they own more than one hotel, and there might be more than one opportunity there. You know, we wanna work with those owners that know what they’re doing, right? They’ve got some, some governance, sophistication, some decision speed. Hopefully, they’ve not just made bad investments when they’re turning over these properties, but really, they’re looking for some performance turnaround in a good investment. And preferably those are longer term holds. As you can tell, we did a lot of hard work for some turnarounds and watched them sell. And they sold largely to owners who had their own management. So that’s tricky for us, right? That leads us looking for more opportunities. So in terms of us in aperture and how we see ourselves in competitive points of difference is we’ve got a group that has hundreds of hotels of experiments. Myself, I’ve managed about 300 hotels now over the years, and they’ve ranged from little 60-room properties up to a thousand plus room convention hotels and resorts. And so what we bring is, we’ve got big experience in our leadership team, but we’re in a small package, right? A boutique-sized company that can give more corporate support to property ratio. And we’re very data-driven in how we use our decision-making tools to uncover those hidden business opportunities and the potential to drive market share and outperform GOP. Big experience, I’d say that corporate support, the data-driven decision-making process and tools, I think is really what sets us aside. And by the way, I’ll just mention that our average RGI that we’ve achieved in the first 18 months when you put us in place after another management company, the average RGI growth or repar index gains is actually just over 10%. So we’ve had, like, incredible turnarounds at the top line, which leads them to great bottom line improvements as well. Ryan Embree: Which makes it so much more impressive, too, with the climate right now. And these events that we go to would talk about operating and margins right now, and trying to be just efficient as possible, because costs are, are rising right now. It is certainly difficult to navigate, and I’m sure that experience that you’ve had has certainly lended itself to some great stories that you can then share to help grow that portfolio. And the other part of the experience that you were talking about is you have the data and the insights. And one of the places you find that data and insights is obviously hospitality events that are going on. I’ve had the pleasure of running into you at quite a number of these. If I’m not running into you, Charles, I’m seeing you up on stage conducting interviews or, or sharing some of your takeaways on LinkedIn after the event. You got a busy second half of the year. I wanna talk about these events, though, and how you kind of leverage them, right? So, why do you think these events, especially now, are so important? And then, how do you measure success of an event once it’s completed, whether that be a lodging conference, an investment conference, or whether it be, just an educational data event? Charles Oswald: Look, that’s a really good question. When you consider the time, travel budget, and the opportunity costs on an executive’s busy calendar to get out to these conferences and spend three, four days between the travel and the time out there, we’ve gotta be, we’ve gotta be very intentional, right, about how we approach it. So, I see value in going to these conferences because of deal sourcing and the relationship capital that we pick up. Also, I think there’s that market intelligence and the pricing signals that we get from those from this conference. There’s the access to capital markets. That was particularly important for me here recently as I was looking to as I’m in the process of acquiring a property right now in Phoenix, and when we needed to raise LP capital and we had those relationships these are people, again, we met at conferences. I think talent reputation, right, it’s important to get out there and continue to manage that. So those, those are a number of the reasons why we wanna get out to these conferences and why we think they’re important. But the measure of success, you’re right, for a data-driven guy, I wish I could put a specific number to it. Like, here’s the ROI from each of these conferences. It’s really difficult to. It’s really difficult to do, but I can tell you that, I do look back and, and aggregate those. I look at the management contracts we picked up, and I think of, “Okay, well, where did I meet these folks? And so what’s the average return?” And I can put a number to that. And I would tell you that in terms of the immediate return, what I’m looking for is if I can have three to five specific follow-up conversations, a result of that conference, then the trip was worth the cost. Ryan Embree: That’s great advice for young hospitality professionals out there. I mean, we have a great industry, and one of the coolest parts of it is you get to rub shoulders sometimes with those executives. So even those younger hospitality professionals that might be tuning in here, it’s a great piece of advice to when you can, obviously, try to get that exposure of networking and get out there because hospitality is certainly a big world, but it’s also a very small world, and you run into a lot of the same people. And again, this, just like you said, Charles, a lot of the stories, success stories, whether it be business relationships, some of those transactions could stem from sitting next to somebody at breakfast – Absolutely. On day two of a

  3. Aug 26

    214 - Hotel Data Conference 2026: Key Takeaways

    The Suite Spot attended the 2026 Hotel Data Conference and had the opportunity to interview some of the best and brightest hospitality leaders in the industry to gain their insights and perspectives on prevailing data trends, AI & technology, how to optimize the guest experience and much more.  Be sure to watch the full episode if you missed any of the action from the 2026 Hotel Data Conference.  Special thanks to: Amanda Hite, Jan Freitag, Erica Lipscomb, Max Spangler, & Sam Trotter. Ryan Embree: Welcome to Suite Spot, where hoteliers check in and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello, everyone. Ryan Embree here at the 2026 Hotel Data Conference here with STR President Amanda Hite. Amanda, great to see you again. Congratulations here. This is our first time at the Hotel Data Conference. Amanda Hite: Oh, wonderful. Thank you. Ryan Embree: Record attendance was just announced. Welcome to The Suite Spot. We’re excited to be here. It was a ton of excitement that we just saw. Tell us a little bit about this event, and we were talking off camera about, do you ever expect it to be what it is right now? Amanda Hite: Yes, we started it 18 years ago with a couple hundred people, maybe. The very first year we’ve always had it in Nashville. This is our home base for the STR part of our business. Most of our employees are here that are in the US. So we started it with a way to connect with customers and more importantly, like, we all have this curiosity about the data. You know, we’re constantly in analyzing, looking at trends in the industry, and we wanted to get people together to hear what are you seeing and let’s talk about it. And that’s really how this started. So it’s, I think it’s for me, my most proud part of this conference is the feeling that everyone has when they come in of being really open and curious and wanting to learn from each other. So you get some really good dynamic conversations happening in the networking breaks and in the hallway. Ryan Embree: Well, it’s such an important time right now too, right? ‘Cause people are already starting, if you can believe it. Well, actually, probably you can look in 2027. Amanda Hite: That’s why we do hotel data conference when we do it. Exactly. It’s budget season. Ryan Embree: Brilliant. Brilliant. Right? And, you know, you just got off stage, like I said. One of the fascinating pieces, like I said, we weren’t here last year, but this is our first time. You said when you first stepped on stage, there were, and you showed some of those original numbers. There was a little bit of a gap in the audience last year. Amanda Hite: Yes. Ryan Embree: But this year, a little bit different story. Amanda Hite: Yes. We had a much better forecast to reveal this year. Last year at this time was when we took the forecast down to reflect what was happening in the industry. And this year, we raised the forecast, not just for the rest of this year, but also for 2027. Ryan Embree: So great to see. And a really cool inflection point, I made a note here, revenue for the first time outpacing expenses, right? What does that mean for hoteliers? Amanda Hite: Yeah. So we finally see the pace of growth on the revenue side outpacing the expense growth. I mean, we’re in a high inflationary environment. Expense growth is something that will continue and hoteliers are having to deal with. But to see that we’re actually going to get some GOP gains, it’s, it’s super helpful. I mean, the point I made this morning though is our margins are not growing. Yeah. So we’ve got some room to grow efficiencies and productivity within the hotels to try to get margins to grow at the same rate of GOP growth. Ryan Embree: Yeah, yeah. It’s challenging right now. And one of the things we’re doing to combat, or CoStar’s doing combat that, bottom line data being added to the product. What’s that mean for the hotel industry? Ryan Embree: Yeah, so within STR Benchmark and the CoStar platform, we introduced at the end of the first quarter our profitability benchmarking. P&L is something that STR has done for 30 years. We did it on an annual basis. And we introduced our monthly benchmarking back in 2020, literally as the world shut down. So maybe not the best timing. But of course, now we’re prepared in an environment like we are today, a very complex operating environment for our hoteliers. It’s, yes, we need to grow revenues, but we must make sure that that is flowing through to the bottom line and that our operators and owners are actually making money. And that’s not been the case in many types of hotels and many markets around the country. So we’re trying to make sure that we bring that visibility of not just the top line growth that we want to see for the industry, but the flow through all the way to the bottom line. Ryan Embree: Yeah, I’d love to see that. And, you know, another thing that we’re gonna hear constantly about at, and at this conference is AI, right? So I guess the overarching question would be more of like, how are you incorporating AI into your products right now? Amanda Hite: This is when I’m so thankful that we are a part of the CoStar Group entity. If you follow our other brands, homes and apartments launched AI in their products earlier this year. So we’re continuing to build off of that. We will have AI search in the CoStar product in the same way that you see in apartments and homes. But for STR benchmarks specifically, what we’re thinking about is making sure that we’re integrating AI into the product, not just sitting on top of the product, but like we interact with the clients all the time on the analysis in the industry. So we want to bring that through AI into the product for our customers to use. So we love when they pick up the phone and call us and wanna talk about data. Right. But we also wanna make it easier for them to surface it within their portfolios in product. And so that’s the path that we’re going down to bring that intelligence in the product and analyzing and spotting the trends, knowing what to look at or sometimes not look at, right? Sometimes it’s a great point. It’s just as important to say like, “Hey, I only have a limited amount of time. Where do I not need to spend time right now?” And that can be tricky, especially when you’re looking at a larger portfolio of trying to discern where, what makes the most sense to drive profitability for my business, for me to spend time on right now. Ryan Embree: 100%. Those complexities and driving efficiency so important right now. And turning those data, that data into actual insights. That what one of the promises of AI. So reason we’re here at the Hotel Data Conference, thank you for taking the time. We’ll, we’ll let you get back. I know you’re hosting almost 900 hoteliers here. So we’ll let, let you get back to Amanda. Thanks for stopping by. Amanda Hite: Thank you, Ryan. Appreciate it. Ryan Embree: Hello, everyone. Ryan Embree here with The Suite Spot live on location Nashville at the 2026 Hotel Data Conference here with Jan Freitag, National Director at CoStar. Jan, thank you so much for taking some time and very busy. You’re hosting almost a thousand hoteliers here. Jan Freitag: Yes, 18th year. Sold out again. So heads up, next year we’ll sell out again. But thanks for being here and sort of taking the pulse on the industry. We appreciate it. Ryan Embree: 100%. Congratulations. Amanda Hite opened us this morning saying last year when she unveiled the forecast, there were audible gaps in the crowd. I feel like behind us, people have been skipping, jumping down, up and down this escalators. Share with us, we got a revised forecast. Jan Freitag: So we’re proposing that RevPar this year is up 4.4%. So that is the second upward revision we had to make, quote unquote. And the data’s just so strong. But then that means that next year, we’re gonna see growth, but it’s much slower global. So next year we’re thinking that RevPargrowth is gonna be like, you know, 2-2.1% or so. So the negative way to say this is, “Oh, our growth rate is cut in half.” The positive way to say this is like, “Oh, we have growth on growth, right? 4% this year, ne – 2% next year.” Ryan Embree: 100%. I mean, a lot of people are going into, you know, we’ve talked to hoteliers here on the Suite Spot, going into their budgets. These are very, very important numbers for them as they go into their budgets because they wanna forecast. When we met last, we were at NYU. There had been zero soccer games played in the US. Now, 104 games later, we got a crown champion. Obviously had a big impact. We’re gonna talk about that in a minute. But that strong performance, one of your big takeaways from this morning was strong performance is gonna equal some tougher comps in 2027, right? Jan Freitag: Yeah, absolutely. So we had arguably easy comps this year, right? The Q2, three, and four RevPAR performance last year was negative. So yeah, we would outperform it this year. That was not a question. But because, RevPAR in the second quarter was up 5.7%, that is a, a very stout result, obviously driven in June, partially by the World Cup remember we’re gonna talk about. You know what that means for next year is, oh wow, we’re not gonna see that performance again. And so my conversation this morning with hoteliers is all about, okay, so how do you massage your owner? How do you have this conversation with your owner, with your team to say, look, there’s still gonna be growth, but we really have to think about this. And I heard this this morning from an asset manager at next year as a year of 10 months and two months, you know? So really take June and July out of your annual number and say, okay, so what’s the growth for that? And then, yeah, June, July is ju

  4. Aug 19

    213 - TMG Hospitality Trailblazers: Emma Shaybani

    Vice President of Marketing at HEI Hotels & Resorts, Emma Shaybani, joins the Suite Spot to discuss the upcoming 2026 Digital Travel Summit taking place in Orlando, Florida on September 28-29 and how the HEI brand is leveraging social media, artificial intelligence, technology, and online guest feedback to better shape and optimize the traveler journey.  Tune in now and the Suite Spot looks forward to seeing you at the conference next month! Ryan Embree: Welcome to Suite Spot, where hoteliers check in and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello, everyone. Welcome to another episode of The Suite Spot. This is your host, as always, Ryan Embree. Very excited for our next guest in an edition of our TMG Hospitality Trailbazer series to set the table. This is that series again with conversations with people, organizations, and companies within the hospitality industry that are paving a path forward. I’m so excited for our next guest. And it also really seconds as a preview for the Digital Travel Summit happening in Orlando in September. My guest, this will be the first of a few times that we’re gonna be together. Emma Shaybani, VP of Marketing at HEI Hotels and Resorts. Emma, thank you so much for joining me on The Suite Spot. Emma Shaybani: Thank you for having me. Ryan Embree: Yeah, we’re excited. So we’re gonna talk about that Digital Travel Summit event. We were talking off camera. It’s a powerhouse event. Can’t wait. Some big players within the travel industry gonna be there. But before we do that, we’d love to introduce you to our Suite Spot audience. Maybe love learning about everybody’s kinda hospitality journey that led you to your role over there at HEI Hotel and Resorts. Emma Shaybani: Yeah, it’s a bit of an unconventional journey, I suppose. So, I moved from England, and I moved from England to Connecticut, and I was really looking for my next opportunity. I’d not worked in hospitality before. I’d worked actually for CBS back in London. I had a couple of my own businesses, so hotels weren’t necessarily part of my original plan. But I, I joined HEI actually in a reputation management role. And I think at the time, they just knew that they needed somebody to look after reputation management, but they weren’t exactly sure what I would be doing. So it started off really as me in a room responding to guest reviews. So it, it didn’t take too long for us to all realize that probably wasn’t the best use of my time. So I kinda went to my boss at the time, Brian, with a plan and I was like, “Hey, you know, it’s hard for me to, to respond to these reviews when I’m not at the property. I don’t know what’s happened. You know, really, we should empower the teams at the hotels to be responding to these reviews. And, you know, really, I can be there as kind of a, you know, backup support and making sure that we are responding.” Because, you know, the hotel teams know the guest experience the best. And I was really focusing then on monitoring the trends, opportunities, and that’s when I noticed that the same thing was kind of happening with social media. We had all these accounts. They weren’t necessarily active. So we took this kind of a similar approach with social media. And then from there, the role just kind of kept evolving. So every time we kind of solved one challenge, we’d notice something else that we could then tackle. Back then, we had 20-27 hotels, I think it was. And now today we’ve grown the team. There’s quite a few of us now, over 100 hotels, multiple brands. So it’s been pretty incredible, honestly, to, to grow alongside the company. And I remember back in the day, my biggest concern was trying to memorize these 27 hotels, and now somehow I seem to manage with a hundred and something. Ryan Embree: We love the unconventional journey in hospitality and kinda falling into it. But also, a lot of people we find fall in love with hospitality. And that’s why you hear about people maybe starting kind of in, you know, I was a bellman when I first started at a hotel and front desk agents, F&B, and then all of a sudden, here they are 30 years later into a career that they absolutely love. And your foundation actually mirrors a lot of what the Suite Spot is. We started as a digital marketing podcast preaching to hoteliers about the importance of things like managing your reputation, social media strategy, which we’re gonna get into in this conversation a little bit, because it is a constantly evolving and so ever important because those are places that can be touched prior to a guest arrival and have a real impact on bookings and the guest experience. But before we get into that, I want, I do wanna start about talking about that event, the Digital Travel Summit that both of you will have the pleasure of attending down there in Orlando at September 28th and 29th. Personally, could not be more excited for this event, bringing some of the travel industry’s biggest and brightest together in a very intimate setting, very excited about it. What are you most looking forward to about this event? And maybe what caught your eye and it drew you initially to this Digital travel Summit? Emma Shaybani: I think what immediately caught my attention was that it was an event that was dedicated solely to digital marketing as a whole. I think, while, while AI is, is transforming things pretty rapidly, and I think this was nice because it was a conference that recognizes digital marketing is so much broader than just AI. And we still have to think about search, paid media, websites, all of these things and how those pieces work together to essentially drive demand. So I saw that and then also I’m looking forward to seeing some of our friends that are there, some of the industry leaders that are talking. I think there was one of the sessions, a keynote that’s on event-driven travel, which is something that we’re investing heavily in at HEI, you know, things like concerts, festivals, major conventions. A lot of my team’s focus at the moment is setting up things like landing pages, targeted offers to really kind of take advantage of those experiences. ‘Cause we all saw what happened, with the Taylor Swift effect a few months ago. Ryan Embree: 100%. Emma Shaybani: Exactly. So I think that’s a really, a lot of the topics throughout the event are really on trend and really useful. So I think it’s, it’ll be good to bring everybody together. We’re all solving similar challenges, so that hopefully, you know, we can come away with some practical ideas that myself and the team can implement when we’re back in the office. Ryan Embree: Yeah, 100%. And to piggyback on that Taylor Swift effect, you got the World Cup that just happened this summer. You got the Olympics in LA in a couple more years. So no shortage of events coming to domestic US. Concerts are gonna continue to pop up. Sporting events across generations, younger travelers, but across generations still prioritizing those experiences at the forefront. And I think you’re absolutely right, Emma. It’s a very comprehensive event. It’s funny, back in the day when we started first talking about, you know, this to hoteliers with, with digital marketing, sometimes social media review responses, you, like you talked about in your story, it fell on the youngest person at the hotel, right? So who’s the youngest, uh, front desk agent? They probably know the best about social media. Now as digital marketers, we kinda cringe thinking about that. We put our whole stake of reputation on someone that we really didn’t train a hotel’s voice or anything like that. So it really has evolved. And I love your perspective on where we are with AI because you think about this emerging technology. Well, social media a couple decades ago was right there in that spot, and now it’s created roles within social media. So it’ll be interesting to get everybody in like you said, that room to, with the same challenges, trends, what are you seeing? And speaking of panels, I’ll have the privilege and pleasure of moderating a powerhouse keynote panel with you involved, Emma, called Building AI-Ready Marketing Teams: Knowing When to Automate and When to Go Human. For our Suite Spot audience, give us maybe a little bit of sneak peek of a preview on your thoughts on that topic. Emma Shaybani: I think, you know, I always encourage the team to really ask themselves kind of simple questions, right, when it comes to our use of AI, is if, like, if this task disappeared tomorrow, would anyone notice, right? And if the answer is no, then we can probably find a way to automate that, you know? And I also think there’s a question of, is there value in the thinking or is there value in the typing? Because we do spend a lot of our time producing reports, producing presentations. And really, the value of having humans is the strategy, the judgment, the relationship building, and also the creativity. So we wanna make sure that, you know, humans are also, we’re remaining in charge of the decisions, but can we become more efficient by our use of AI? And we kind of split. We do something called the rule of 80/20, which is AI can get us about 80% of the way there to the finish line, right? It can gather data. It can generate drafts, mock-ups, website copy, summarize reports, but then it’s really like that final 20%, which is gonna create the real value. Human judgment, as I said, creativity, empathy. That’s where we need the human, human touch. And I think that’s really important when it comes to just overall guest experience as well, because while we’re using AI to get in front of guests, we’re trying to be the most visible or the top on Google or, you know, any of, any of. We really want maximum visibility, right, across all these channels. But when we get, when

  5. Aug 12

    212 - Independent Hotel Show Series: Staypineapple Hotels Inc.

    With just a little over a month away from the 2026 Independent Hotel Show Miami taking place, special guest and President of Staypineapple Hotels Inc., Dina Belon, joins the Suite Spot to discuss the Stayepineapple brand, the independent hotel industry, and what she is looking forward to from IHS Miami 2026! Ryan Embree: Welcome to Suite Spot, where hoteliers check in and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello, everyone. Welcome to another episode of The Suite Spot. This is your host, Ryan Embree. Back for another edition of season two of our independent hotel show series, where we are getting geared up and ready for that annual tradition down in Miami Beach at the Independent Hotel Show. We cannot wait. We’re gonna talk a little bit about it with our guests. We actually met for the first time in person last year at this event. We’re able to spend some time with her. Dina Belon, president at Staypineapple Hotels. Dina, thank you so much for joining me back on The Suite Spot. Dina Belon: Oh, thank you so much for inviting me, Ryan. This is amazing. I’m so excited. We had such a good time in Miami last year, it was a blast and, uh, talking to you felt like I was talking to a friend. Ryan Embree: Well, I appreciate it. I feel the same. Just honored to be speaking with you here. And I can’t believe we’re here. It’s we’re just months away from the Independent Hotel Show. It’s gonna be bigger, better than ever. We’re excited about it. We’re gonna talk about it. But we did have you on for the first time, so we had the opportunity. Usually, I start these episodes by a little bit of a background and kind of an introduction, but I’m gonna start a little unorthodox today. There was a post that I saw on LinkedIn, which by the way, for our Suite Spot listeners, make sure you say, uh, you follow Staypineapple Hotels and Dina. Great follows on LinkedIn. But there’s an, an article called Everything Staypineapple Hotels Dina Belon Does in a Day. And I thought that was such a cool and creative idea and concept. Talk to us a little bit about how that idea originated and give us a day in life. What is it like to be Dina Belon? Dina Belon: Well, I tried to be very honest. Hopefully it was fun too. I, there’s a lot of humor in my day, and so hopefully that came across. Um, the magazine, uh, that’s a local magazine here in, uh, east, the east side of Seattle and Bellevue and Kirkland area of Washington does those highlights of leaders in the area, um, on a regular basis. So it was fun, uh, a little stressful because you had to, like, take photographs and, you know, kind of just walk through your day. Um, I loved, though, really integrating my pets, because they’re a big part of my life. And so it started off with Molly waking me up at 5:45, which is actually what she does every morning. About 15 minutes before my alarm goes off, my little kitty cat starts yelling at me about wanting water. Um, so yeah, all the way until, you know, 8:00 at night and a lovely glass of wine with my husband. And all the shenanigans in the middle. Ryan Embree: Yeah. And I think it’s so cool because I think it, you know, we obviously work in the people business, right? In hospitality. Uh, we host people from all over the world, all different walks of life. Um, but to see, you know, sometimes, uh, I think right now, especially right now, right, when there’s all this talk of AI and technology and stuff like that, it’s really refreshing to see our industry leaders. And I get that. I have the, the privilege of getting that, interviewing some of the industry leaders when they talk to me about their, you know, beginnings and, and how maybe they started as a bellman or a front desk agent or fell into the industry. And I think the more that we can kind of humanize and show that these are people that really have a true passion for serving other people. Um, and then on the other side of the front desk, the guests that come into our lobbies, they are people too, whether they’re on a work trip, where they’re trying to escape. You know, sometimes it, it’s refreshing to take, take a beat and think about that. And that’s exactly what this article did for me because it is, you know, even though we’re hospitality, we’re in it, the hustle bustle, 365, twenty four seven. We’re still people, right? Yeah. We’re still people with our pets and, and, and our, uh, you know, what we like to do. Um, so it was a really cool, I think, uh, refreshing look. I wa – I definitely wanted to bring that in. Br – um, and, and your love of pets, it goes right along with your brand, uh, Staypineapples Hotel. And, you know, I’ve come to know and love through your content, your keynotes at the Independent Hotel Show, uh, following you on LinkedIn. For those audience members that might not be as familiar, uh, share with us, uh, a little bit about what makes Staypineapple Hotels so unique and one of a kind. Dina Belon: Yeah. So we are the opposite of corporate uniformity, uniformity. Uh, we’re really about, you know, a boutique sp – hotel experience with a lot of personality. Um, so one of the things that we’re well known for is the naked experience, um, which is, uh, a little eye-opening to a lot of people, but all it really is, is a fun, cheeky, which we like to do, uh, marketing way to talk about our bed and our bedding and our linen and our terry is so comfy, cozy and amazing, you’ll wanna sleep naked. Um, so it, and we give you an, a big cuddly robe so that you don’t come to the door naked. Ryan Embree: There you go. Dina Belon: Um, so that, that’s, that’s very indicative of the Staypineapple personality. Um, we’re also, um, not just pet friendly, we’re dog obsessed. Um, so we, uh, really go over the top with our pet program. We have a partnership with Soundz, S-O-U-N-D-Z, uh, that is, um, uh, sounds, uh, in music – Sure. That, um, pets like and that calm them when they feel nervous, um, that is available for guests, uh, at no cost, a 14-day, uh, free trial. And then, um, we have a partnership with, uh, an emergency veterinary, uh, service called Veg. Um, of course, you get beds and bowls and treats and, um, water bottles and poop bags and all kinds of stuff when you bring, uh, your furry friend. Although we’re dog obsessed, we also love kitty cats too. I have two kitty cats and two dogs. So, um, we, yeah, we’re, we’re pretty over the top with the pet thing. And then we have a, we have a number of the properties that have, uh, hotel dogs as well. Um, so one of the management staff ha – brings their dog to work every day and has really become a, a core team member. Um, you wouldn’t believe how many reviews we get, uh, with our, our furry, uh, friends being, uh, listed as their favorite part of the hotel. Ryan Embree: Yeah. I’ve seen them at trade show nows at industry trade shows. Yeah. You’ll have, like, a puppy break. Uh, brilliant. Brilliant. Dina Belon: It’s my favorite thing. Ryan Embree: Yeah. It just gets people in, in, in a happy mood. People love it. So, uh, and, and the focus of, of the dog obs – dog obsessed, um, i- i- is, is so smart. I mean, p – you know, people. We always think about how stressful travel is, obviously, from a logistics and s – and people standpoint, but obviously on our pets too. They’re in a place that they’ve never been before. Um, they don’t know that they’re heading across the country or even down the road. They’re in somewhere unnatural. So that’s really, really cool that you can kind of make them feel at ease there. And, and I’m sure the guest feedback, uh, from that has been really, really great to see. Um, now, you talked about, um, Staypineapple being a, a very unique boutique brand. Um, I noticed one word you didn’t mention in there, which is, uh, independent or non-branded. Uh, you prefer the term unchained. And I wanna explore that a little bit. I don’t wanna give you too much, uh, of a question. I, I’d like, like you to kinda run with that. Why do you prefer unchained to maybe independent segment or non-branded? Dina Belon: So to me, independent, non-branded, um, you know, indicates that we’re small or we’re isolated or, um. And, and I think it’s, um, diminishing to 30% of the hotel sector, which is truly unchained in both term, both ways that that term can be used. One, we are not attached to a chain in literal terms, but we’re also unchained from a limitation perspective. I think what is so amazing about the independent or the in – the unchained sector of the market to the guest is the founders, the visionaries, the leadership teams, the hotel teams at these hotels put their lifeblood and their passion and their vision and their belief in hospitality into these properties and into the experiences guests are gonna get. It is not a corporate ownership that is managed by a brand that has 5,000 other w – hotels just like it. And, you know, the onsite hotel team has reams of binders to tell them how to do their job. Um, we believe very much in no SOPs. Um, we have, uh, ultimate SOP. It’s do the next right thing. That’s the SOP for Staypineapple. It’s that simple. Just do the next right thing. We help the team understand that a little bit with kind of some guidelines, which is what is the best thing for you and your colleagues? What is the best thing for the guests? And what is the best thing for the business? And if you frame that question, those questions under do the next right thing, anybody can make the right decision at any moment, at every level of the organization. When we talk about empowerment, it isn’t, you know, we’ve given you a toolkit. I always loved this, because I worked in, in the brands. Um, and we always had a toolkit. You had a toolbox full of things that you could use to solve a problem. Well, I don’t need to give

  6. Aug 5

    211 - TMG Hospitality Trailblazers: Kim Wootteon

    The TMG Hospitality Trailblazers welcomes the latest addition to the series, Kim Wootteon, Sr. VP of Commercial Strategy at Kampgrounds of America, Inc. to discuss the outdoor hospitality landscape and how artificial intelligence and technology are playing a key role in connecting different generations of travelers to the KOA vast portfolio of properties. Ryan Embree: Welcome to Suite Spot, where hoteliers check in and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello, everyone. Welcome to another episode of The Suite Spot. This is your co-host, Ryan Embry. Cassady Quintana: And I’m your co-host, Cassady Quintana. Ryan Embree: We’re excited to have you here with us for another edition of our TMG Hospitality Trailblazers series. We’ve been running this series for quite a while, paving those management companies, individuals that are paving a way into the future for hospitality, which feels like is changing on a weekly basis. I’ve been really looking forward to this episode. A familiar face and voice with us. It’s the first time you’re joining us virtually. Kim Wootteon, Senior Vice President, Commercial Strategies at Kampgrounds of America. Kim, thank you so much for joining us back on The Suite Spot. Kim Wootteon: Yes, it’s great to see you both. Thanks for having me today. Ryan Embree: Yeah, we’re gonna have a super fun conversation. You have an incredible brand. We can’t wait to jump in. But before we start talking about Kampgrounds of America and KOA, I wanna start because we missed it when we were in Arlington at the Digital Transformation Summit of getting a little bit about your hospitality background and journey that led you to such a cool position at KOA. Kim Wootteon: My kind of career path has been quite interesting. It’s really led to the role I have today. So the first 12 years of my career was spent in retail. And for all of you millennials, I started with PacSun. I was an OG, skate and surf lifestyle fanatic. And I worked in retail for 12 years and really learned operations, marketing, and quite frankly, leadership. PacSun was a really great people-centric company. And it’s really where I got my foundation for leadership and my drive for results. And then I transitioned for retail into the more traditional hospitality sector and worked for four years with Marshall Hotels and Resorts, leading sales, marketing, and diving into revenue management. And then was recruited by a company called Bluewater Development, who was really pioneers within the outdoor hospitality industry and very traditional owners in the indoor hospitality industry. So great experience. I was introduced to KOA with them and the entire glamping and camping sector of hospitality, which was super exciting. And then also got to work with some really great brands such as Marriott and Hilton and IHG and independent properties, independent campgrounds. It was quite an eclectic mix of properties, that I got to support in sales, marketing, and revenue. And I joined KOA about five years ago, leading marketing at the local level. And in 2022, we established the commercial strategy team at KOA, and, I now oversee revenue management, local marketing or field marketing, retail, distribution, and sales across the entire KOA portfolio, both our owned assets and our franchise locations, and support for KOA, Inc. as well. Ryan Embree: So this is why I love this question so much, because we get such an eclectic melting pot of backgrounds of hospitality professionals, maybe starting in retail. I hear F&B a lot recently. And then you go from the brands, you go, outdoor hospitality, and you get this big melting pot, and it kinda defines who you are as an industry professional, but also gives you, I think, an appreciation of some of those other places that you’ve been or even properties which can span from the giant resorts that we’ve seen all the way to, maybe it is a campsite where it’s a lot more local and kinda community and, and tight-knit feeling. Kim Wootteon: Absolutely. Absolutely. I’ve enjoyed my journey. It allows me to bring perspective to the work we do every day that is unique. And we’ve done a really great job at KOA of hiring a team of leaders and a team of people, in the field with really diverse backgrounds, which I think is a great compliment to the diversity across our portfolio. Cassady Quintana: Yeah, I think it’s interesting because you talk about this new team that you guys have created at KOA and the things that you’re developing and introducing into this outdoor hospitality. But for our listeners who may not know too much about KOA, we have a lot of hotel listeners. So if you can just give us a little bit of background about the brand and how it’s found its way to becoming one of the number one outdoor hospitality leaders. Kim Wootteon: So KOA was founded in 1962 by Dave Drumm in Billings, Montana. He saw this surge of travelers heading to the world’s fair in Seattle, and he opened the Billings Campgrounds, on his property along the Yellowstone River. And today, Kampgrounds of America is the largest system of privately owned campgrounds across the US and Canada with over 500 locations. We have 50 locations that are owned and operated by KOA, and 450 plus locations that are franchised. It’s a really interesting segment or vertical within the hospitality industry. Incredibly diverse portfolio, incredibly diverse guests. And we’re really fortunate to be the leader within this segment of the industry. Ryan Embree: And we mentioned at the top of this episode, this is our TMG Hospitality Trailblazer series. Now, I don’t think there is a much more fitting brand than KOA as far as being a trailblazer when you, when you think about that term, but I’ve been surprised to learn from getting to know you and the KOA brand of the different modern way that we kind of talk about trailblazers in our industry. And so, Kim, you and your team have been doing some incredible work. We’re gonna mention it in this episode, but what do you think makes the Kampgrounds of America brand a true embodiment of trailblazers and trailblazing in our industry right now? Kim Wootteon: It starts really with our vision at KOA. And our vision is to be the world leader in defining and advancing the business and experience of outdoor hospitality. And that’s been a focus for our company for years. We have taken a really unique approach to, I’d say, the traditional hospitality industry. We understand camping, we understand hospitality, and we are really committed to being the leader within not just the outdoor hospitality space, but the overall hospitality space in general. And it really starts with knowing our guest. And we are fortunate. We have tons of first-party guest data. We have years and years of history. And we’re known in our segment of the industry for the research we do to really better understand our guest and how our guest changes and what they expect. So it’s a really unique advantage. And the research we provide is not just for KOA and our franchisees, but it’s for the entire industry. And trailblazing shows up in a variety of ways, almost every decision that we make as a brand. So from the guest experience standpoint, we’re launching a new koa.com website that’s really powered by AI and focused on personalization and trip planning and flexible cancellation policies and the guest’s ability to manage reservations. So some of the more traditional things that you would see in the hospitality industry, but with some unique features that are custom to how guests like to camp. From an organizational structure standpoint, we have a commercial strategy team, which we really are the only one in the industry that has a full commercial strategy arm. And we have an AI team. We built our AI department at the beginning of this year, and that team continues to grow and really focus both internally and externally on how we can use AI to enhance the employee experience and the guest experience. And then within outdoor hospitality, technology has kind of always been a little bit of an opportunity. We don’t necessarily follow some of the mainstream tech choices that you see in indoor hospitality. So our focus has really been how do we align with what works well within indoor hospitality? We’ve been exploring OTA integrations and an RMS integration and enhanced text messaging capabilities and housekeeping modules to help operations be more efficient. It’s about really how can we be the first in the outdoor space to align most closely with what works in indoor hospitality, and then try to address the points of friction where we can that are really unique to outdoor hospitality. Cassady Quintana: I love that you mentioned this balance of outdoor hospitality and what that means to people, but also finding those opportunities for technology because that is the trend these days, right? Is AI this, AI that, and how can we bring in that technology? And we know that KOA has built such a recognizable brand in outdoor hospitality. So how do you guys find that you’re balancing and maintaining what Dave built back in the ’60s, that trusted legacy of what KOA is with continuing to try and attract a younger generation or maybe people that have never been camping before? Kim Wootteon: It is a really fine balance that is not easy. We truly work at it every day and we’re really, really fortunate to have such a legacy brand and such a trusted brand. And so it’s really this balance of how do we stay rooted in our core values and our mission with connecting people to the outdoors and each other while meeting guest expectations for who the camper is today? And so, we see participation in camping across all generations, which is really fascinating. In 2025, participation among adults, 65 or older, reached its highest level in eight years. So w

  7. Jul 22

    210 - Social Success Series: Anneleise McEvoy

    Tune in to the latest Social Success Series Podcast episode featuring special guest and Social Media Manager at Remington Hospitality, Anneleise McEvoy!  Anneleise joins the podcast to talk all things social media for Remington Hospitality as well as hotels in general and how they can not only improve but maximize their social presence online to drive bookings to their properties.  Cassady Quintana: Welcome to the Social Success Podcast, where we have conversations with top hospitality professionals about successful digital marketing strategies, emerging trends, and how to connect with today’s travelers. I’m your host, Cassady Quintana. Hello, everyone, and welcome to another episode of the Social Success Podcast. I am your host, Cassady Quintana. Super excited for today’s episode today. I have Anneleise McEvoy, social media manager at Remington Hospitality. Anneleise, thank you so much for joining me. Anneleise McEvoy: Absolutely. So first of all, thank you so much for having me. Cassady Quintana: Absolutely. I’m super excited you’re here. Obviously, we’ve talked a little bit before this episode, so I’ve gotten to know you some and especially from your LinkedIn presence, but for our listeners who may not be familiar with you or Remington Hospitality, could you give us a little bit of background about how you got to where you are today? Anneleise McEvoy: Absolutely. So I’ve always loved social media marketing. I’ve been passionate about it ever since college, and it was a career path that I always wanted. I started out in college being super involved with clubs and internships where I did social media. So in 2020 when I graduated, I moved to Dallas to pursue, pursue a career in social media marketing at a food and beverage, a food and beverage marketing agency that’s top year in Dallas. I started out as a social media specialist, went all the way up to a senior account executive. So I worked there for three years, and then at my three-point mark, I was like, “How can I mix one of my hobbies, which is traveling, into my career?” And so I was scrolling through LinkedIn, one day and came across a job posting at Remington Hospitality, reached out to my now boss, Alexis, and she told me about this aw- awesome opportunity that she was building a in – house social media agency for their portfolio of hotels. And so the rest is history. I am a social media manager at Remington, like you said. And one week is different than every… Every day is different, is what I’m trying to say. I might be in Key West learning about a hundred-year hotel or making content on a private beach, or I might be closer to Dallas where I’m based now in Fort Worth, marketing a trendy girl dinner experience on their rooftop. So that’s what I love about social media. Every property has its story and I get to help tell that story through social media. Cassady Quintana: Absolutely. And I’m glad you mentioned the different locations, because that kind of leads me into my next question. You know, at Remington, you guys have properties that span across very different markets, like you said. Something in Key West not going to resonate with someone that’s looking at a hotel in Texas. So when you guys are kind of building those strategies, how do you make sure that it feels unique to each property but still staying, you know, efficient as a corporate social team? Anneleise McEvoy: For sure, for sure. So one thing I always say, you can’t market a property that you’ve never experienced. And I’m sure that that’s true in every industry. I knew, I know that it was true in the food and beverage industry too. So before I build a social media strategy, I want to walk the property. I want to eat at the restaurant. I want to meet the team and experience it like a guest. So that’s where you discover the little things that make the hotel memorable, the experience. So that’s the first thing. I wanna visit the hotel like a guest. And then I pair that with the brand standards. So for example, if you’re a Marriott, a Moxie should feel completely different than an autograph collection. Every hotel should have a personality, but in that personality, we’re working in the brand standard. So at the end of the day, hotels don’t sell rooms. It’s all about the experience. We’re selling experiences. So social media’s job, every content creator’s co – that come into the property, our job is to create a place where someone wants to book before they even book. So that aesthetic feed is where they picture themselves experiencing. Cassady Quintana: Oh, I absolutely love that. And it’s, it’s interesting because when we think probably when you first started in social media or even when we were in college, social media was a completely different thing than it is now. We’ve seen all these updates and especially in this new age of AI, things are changing. So do you and what you’ve noticed with your job, like, how has social media changed, you know, even from two to three years ago and how has that changed your day-to-day role with what you’re doing at Remington? Anneleise McEvoy: Honestly, everything. Like six years ago, social media landscape changes literally every single day. I feel like I open Instagram and there’s a new update. Like last week, you can scroll through an Instagram carousel, I’m sure you’ve probably seen, and you don’t have to pick one caption. You can caption each photo now. So just things like that. There’s just always another update that content creator social media managers have to publicize out to the property teams as well. But I actually think that’s one of the most exciting parts of social media because it’s ever-changing and we can… There’s always something new to learn. And then on top of every algorithm that’s changing, I think the biggest thing that’s changed in the social media industry is influencer marketing. Because when I started six years ago, I would give an influencer a pizza and beer and they would post five inseed posts about it. And they would post it all on their stories and tag us and even do weekly posts. And I just gave them a pizza and beer. And now creators understand the val- value that they provide and are asking for paid collaborations, which I don’t think is a bad thing because we’re getting more of that quality content. But the challenge there is finding a partnership that works for both parties because for everyone watching, you probably know that hospitality budgets aren’t as big as people think. So even the marketing budget. So I think it’s about negotiating with influencers and giving them what they need as well as what we need. And then the last part of that question I think that’s changed is, of course, AI. I think I have a pretty strong opinion on it on the marketing landscape. I think there’s a right way to use AI. And a lazy way to use AI. So of course, when you’re scrolling your LinkedIn or any social media platform, you see captions with those M marks and you assume that they’re a AI-generated caption, but I think marketers should use it to enhance their ideas. Right. In my career, I found that all marketers have creativity. So it’s just an enhancement. Make a good idea great and AI is not here to replace creativity, I would say. Cassady Quintana: I definitely think it’s, can be used as a vehicle, like you said, to enhance the skills you already have. And even just to, like, bounce ideas. I know I use AI a lot of times, like, “Hey, I have this post idea. You know, what do you think about it? ” Or, you know, asking AI to just clean up my copy a little bit or, you know, helping me along the way. And we’ll talk a little bit more about AI further down. But since you mentioned influencers, I did wanna ask you about that because you do work closely with influencers. So from your point of view, like you said, not, not every influencer is a match and not every influencer is gonna deliver what you want them to deliver. And a lot of the times when hospitality professionals think about influencers, they just want someone with a lot of followers, right? They just want the big numbers, but there has to be alignment. So for you, and when you guys are working with influencers, kind of what separates a good partnership from someone, you know, that maybe not f – maybe doesn’t fit that well? And how do you guys go about finding those influencers? Anneleise McEvoy: For sure. I think what you just said, people think about the follower count and just look about at follower count. It’s all about the vetting process upfront. So you’re looking at engagement rate. I’d rather work with someone with a higher engagement rate, a smaller audience, and people that are connecting with their followers, and you can see that that’s genuine than someone that has over a million followers and doesn’t have a connected audience. And I find that their content is more authentic anyways. One of my favorite success stories, actually happened the other week. He did have a lot of followers, but it’s not even about his content. It was the creator. We always, after creator partnership, we always ask what we could have done better or how their story went. And it was a creator telling us he brought his whole family, extended family, and he already booked a trip for Thanksgiving with his family again, because they loved the experience so much. So that’s when influencer marketing, influencer relationships become more than just the content. It creates future guests because they’re gonna keep coming back. And if they’re passionate about the property, you know that you have an ongoing partnerships. I think that’s super important to create those ongoing partnerships as well. Cassady Quintana: I love that you said that because when you were talking about that, it makes me think of the parallel of just hosp

  8. Jul 15

    209 - Independent Hotel Show Series: Dave Jacoby & Kaleigh Wiese

    Tune in the latest Suite Spot episode as special guests, Dave Jacoby, Founder/Owner of Hotel Lucine and Kaleigh Wiese, Founder and CEO of Ode Places, take a moment to discuss the independent and boutique hotel landscape and the 2026 Independent Hotel Show Miami in this episode for the Suite Spot Independent Hotel Show Series. Ryan Embree: Welcome to Suite Spot, where hoteliers check in, and we check out what’s trending in hotel marketing. I’m your host, Ryan Embree. Hello everyone. Welcome to another episode of the Suite Spot podcast. This is your host, Ryan Embree, here with another episode of our Independent Hotel Show series. This is season two. We’ve done quite a number of these independent hotel show series episodes, but this is the first one where we’ve got multiple guests. So I’m excited to bring them both in today. First with me, Dave Jacoby, founder and owner of Hotel Lucine, and Kaleigh Weise, founder and CEO of Ode Places. Dave, Kaleigh, thank you so much for being with me today. Dave Jacoby: So excited. Thanks for having us. Kaleigh Weise: What a way to kick off the independent hotel show. Dave and I got to share the stage last year. Dave Jacoby: We did. Kaleigh Weise: And I feel like we could have talked for a million more hours. And we’re friends, but also we’ve worked together, so I feel like I’m excited to be on together. Ryan Embree: Alright, well this is awesome. I’m excited. We’ll, we won’t be able to speak for a million hours, but we’ll definitely have some time today. And I’m excited, but as tradition here in the Suite Spot, one of the wonderful things about our industry and hospitality is people come from all different walks of life to get into our industry. Sometimes you fall into it with a summer job, sometimes you start as a bellman. Like myself, we love to hear these stories. We live and breathe these stories in hospitality and share them with others. So let’s start by just a proper introduction and maybe your hospitality journeys that led you to your respective positions. Kaleigh, let’s start with you. Kaleigh Weise: Yeah. Well, there’s a lot to unpack here. So if you see me at the show, come find me. I have been self-employed by whole entire career, and I have always been obsessed with the form and function of business. Like, how do you have a brand that really resonates despite, you know, I see your brand is like a lighthouse, right? Like, how are you attracting the right people? But also at the end of the day, like that business has to be incredibly healthy. And then you layer on a hotel, which is a 24/7 breathing company. And so how do you make sure that you have the longevity with systems and processes and you have a brand that continues to resonate as the years develop. And so I got my start serving in essentially helping brand and position and help with coaching for hospitality and service-based businesses. And then that naturally led into places where people slept, right? So I actually was working with event venues for a long time and when we got into the lodging conversation, I was like, now this is fascinating, a one time event versus like, keeping this up 24/7, what does that look like? And so we, I started out places essentially in 2018 after being in Northern California in the Santa Cruz Redwoods, we got to support a property out there. And I was like, the resonance that I got to feel to plant seeds of purpose into the land there of those 80 acres and understanding the choices we made would affect short-term and long-term generations really put me on a trajectory where that’s where I’ve committed my work so far. Ryan Embree: Really cool origin story there. And a lot of parallels from the event industry to hospitality and lodging. So, Dave, what about you? Dave Jacoby: Yeah, thanks. So I’m born and raised in Philadelphia, but somehow I ended up in Galveston, Texas, so I did not have that on my bingo card growing up. But here I am, out of college, worked in some finance and kind of hotel development related positions. First in New York City, then went to graduate school, then moved to Las Vegas and actually was in the casino space. But throughout that whole kind of portion of my journey was developing projects that were other people’s ideas and kind of on behalf of others, even though, you know, in Vegas, for example, I led development and opening up a resort there, moved to Galveston, where my wife is from. And my family’s now based in 2016. And just felt like I fell in love with Galveston, but felt like Galveston needed a slightly different hospitality experience here. Something with a little more soul that matched the soul that this whole town has. But the hospitality offerings that I didn’t feel like harnessed that soul really well, yet found an old kind of out of favor motel on the beach and figured out a way to acquire it and came up with a brand and a design and a team that we put together. And it’s been a labor of love and, you know, blood, sweat and tears sometimes, but a lot of smiles and happiness too. And we’re going on three years open, so, okay, that’s kind of how I got here. Ryan Embree: That’s like the America, the hotel American dream, what you’re doing right now. And listen, I went to school for hospitality and I think just this conversation already between the event management, hospitality, the gaming that you’ve included. I mean, this is like hospitality management 101 through the experiences, but certainly a familiar one where you’re bouncing around. But it sounds like you found your home there in Galveston. I was really excited about this conversation because it’s very rare I get to talk to two guests that have kind of built their brands from the ground up, right? And I think this is a challenge and a task that especially independent hoteliers have to kind of face and building their story and building a brand that resonates with travelers, especially today. So how important is branding and storytelling to connect with guests? Because I think that is what independent hotels strive to do is create this connection that might be missing right now and, you know, really hopefully leads to loyalty in the future. And what maybe advice would you share from your own personal kind of branding journeys? Dave, we’ll start with you and then go to Kaleigh. Dave Jacoby: The brand is so central to what we’re doing. We sort of started with that brand identity, and I use the term identity not as like a business jargon term, but it really is an identity. We personified our brand and there are still decisions that we’ll make where we have this fictitious Aunt Lucine that we will use as a muse for decisions we make around property. And it’s sort of a guiding light for us. But, I think the concept of kind of personifying your brand really helps make it make sense, at least for me. So, I look at how do we connect with our guests? I really look at how we connect with our local community and use that as the window in to our guests with the kind of overriding assumption that if our whole town and local surrounding population considers us part of the fabric of that neighborhood, that the outsiders will, that authenticity will come through. Outsiders will see that that’s where they’ll want to stay. So then, back to the personification of it, just like in your personal life, if you are friends with a group of people, you need to add something to that group and you need to then take something back from that group. So I sort of look at Galveston as the environment here is like a play. And instead of us coming in and saying, well, what is everyone else doing, we’ll do that too. So that we fit in saying, well, how do we add a new main character to the cast here? And I sort of look at it that way. And so what are we adding that’s different, but how does it fit into and, and be complimentary with everything around it? And that’s, that’s kind of how we, we looked at how we fit in and what we offer to our guests both, as, you know, overnight hotel guests and local community that might eat, drink, hang out with us. Ryan Embree: Kaleigh? Kaleigh Weise: Well, I wanna also compliment Dave and Keith have done such a phenomenal job at Hotel Lucine that they have a brand bible, if you will. And I think that it is a testament to how the vision casting of Aunt Lucine infiltrates, the purchases that they make for design, the plants, the employees, the uniforms, how they want them to talk and walk, and all of that alignment I think resonates really well with attracting the right talent, but also attracting the right guests. And so I think having intentionality, I always say, your brand is what other people say it is. So we have to remember that we have control over how we position our brands and what we want. So I think intentionality is first, which I think Hotel Stein does. On the flip side of that, I think we have to be realistic about who is traveling and who is coming to the hotel or who is also the consumer. Obviously on the B2B side, I usually like to pick three to five different personas, and I think that that helps shape making decisions. We have a property we’re working with right now that is on 12 acres. There’s 43 cabins. It’s primarily outside, right? It’s like, okay, who is the ideal person who’s looking for a property like this? And I think the clearer that you can get with that, it helps you understand where your revenue programming is gonna come for, like, come from. It helps you understand like where you should put costs. Like do they care about the amenities? Do they care about the soap? Do they want a robe in the room? And I think sometimes we make decisions that are too close to maybe how we would like to travel or what we think is best, and we forget what our guests might be looking for, which then leads to greater revenue opportunities and better residents

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