The Lights On Podcast

Kin Sio

The Lights On Podcast features conversations with hospitality leaders about the commercial strategies that drive hotel performance and growth.

Episodes

  1. 4d ago

    The AI That Lets Hotels Breathe With Jessie Fischer

    Jessie Fischer is the Founder and CEO of GuestOS, an AI-native communications platform that powers real-time, multilingual guest engagement across hotels, destinations, and global events. Under her leadership, GuestOS has gained rapid traction through industry referrals, with its AI teammates handling up to 30% of hotel calls and freeing staff to focus on in-person guest experiences. Drawing on her early experience working in her family's hotel near Yosemite National Park and as an Airbnb superhost, Jessie brings a unique blend of hospitality insight and tech startup expertise to solving operational challenges in the hotel industry. In this episode… Most hotel front desks lose hours every day to the same handful of questions: check-in times, pet policies, directions. Jessie Fischer, founder and CEO of GuestOS, builds AI voice agents that answer those calls so staff can give their attention to the guests in front of them. Kin Sio sits down with Jessie on The Lights On Podcast to talk about AI that protects hospitality instead of replacing it. Jessie grew up answering guest questions at her family's hotels near Yosemite, starting at age 12. The questions then are the questions now: roughly 70% of what a front desk handles is repetitive. After a decade in tech startups across food robotics, education, and fitness, she came back to hospitality and saw the gap clearly. When ChatGPT arrived, she built GuestOS to handle those FAQs in a way hoteliers would actually trust, instead of adding a tenth or fifteenth platform to a team that already has no time to use the ones they have. What sets her approach apart is who she builds for. GuestOS is designed around the front desk staff who use it every day, not just the owners and GMs who sign the contract. Within the first 10 days at a property like Luma Hotel in San Francisco, the AI teammate handles about 30% of calls. The product has grown entirely through industry referrals, with no cold outreach, because the operators who use it become its advocates.

    41 min
  2. May 28

    How Chemical Cost Savings Fund Revenue Technology Investments With Sue Graves

    Susan (Sue) Graves is the Founder and CEO of Experience Alive, a hospitality technology consultancy that helps hotels, restaurants, and convention centers implement sustainable tech solutions to optimize operations and guest experiences. Under her leadership, the company has achieved measurable outcomes, including a 30% increase in sales revenue and a $140 million renovation for a major convention center.  Before founding Experience Alive, Sue held executive roles at Marriott International and directed operational enhancements at the Greater Columbus Convention Center. She is recognized for innovative problem-solving during crises and her practical expertise at every tier of the hospitality industry. In this episode… Small operational savings can do more than protect a hotel's margins. When the right costs come down, they can create room for smarter investments in technology, guest experience, and revenue growth, but where should hoteliers start? For Sue Graves, the key lies in finding savings that can fund the next layer of improvement. She explains that something as simple as switching to ozonated water can cut chemical costs by 30-40%, reduce slip-and-fall risk, and free up labor that is often wasted on repetitive cleaning routines. Those savings can then be redirected into tools such as AI-powered phone support, direct booking technology, and other solutions that enhance service while protecting profitability. In this episode of The Lights On Podcast, Kin Sio is joined by Sue Graves, Founder and CEO of Experience Alive, to discuss how chemical cost savings can fund revenue technology investments. They discuss reducing operating costs, utilizing AI to recover missed calls, enhancing direct bookings, and creating a flywheel for improved margins. Sue also shares advice on vetting hotel tech vendors.

    58 min
  3. May 21

    Hotel Growth Stories Beyond Numbers With Rodger Wada

    Rodger Wada is the Senior Regional Director of Revenue Management at Springboard Hospitality, a leading third-party hotel management company that specializes in driving revenue and operational success for independent and branded hotels across the US. With nearly two decades of experience in hospitality, he has built a strong reputation in the Hawaii market, leading revenue strategy across prominent Waikiki properties.  Rodger has held leadership roles with companies such as Highgate, Kokua Hospitality, and Outrigger Resorts, working across both branded and independent assets. His expertise spans pricing, distribution, and commercial strategy, with a focus on aligning revenue decisions with operations to drive sustainable performance. In this episode… What separates a hotel revenue manager who runs the numbers from one who actually moves the bottom line? For Rodger Wada, the answer comes back to the same place every time: operations. Rodger Wada is Senior Regional Director of Revenue Management at Springboard Hospitality, a third-party hotel management company that runs independent and lifestyle properties across the US. He started as a concierge at Sheraton in Waikiki, moved through front desk and guest service at Outrigger, and got pulled into revenue management almost by accident when his assistant general manager noticed his civil-engineering background and said, "You must be good at math." Today he leads commercial strategy across some of Waikiki's most prominent hotels, and that operations background still shapes how he reads a P&L. In this episode of The Lights On Podcast, Kin Sio talks with Rodger about the practical side of hotel revenue management: how to rebuild ADR after a renovation without breaking rate integrity, why guest service scores (not occupancy) should trigger your next rate push, and where GDS costs hide inside branded P&Ls. They walk through the three-step playbook Rodger uses when he steps into an underperforming hotel, dig into why "every channel has a cost, including direct," and make the case that finance needs a seat at the commercial table alongside revenue, marketing, and sales.

    1h 1m
  4. May 14

    Hidden Economics of Hotel Growth in the OTA Era With Dan Wacksman

    Dan Wacksman is the Founder and CEO of Sassato LLC and Hawaii Hotel Hui, where he leverages decades of expertise to help hotel clients make strategic decisions and execute on marketing, distribution, and technology projects. Under his leadership, Hawaii Hotel Hui has grown into a key industry platform, reaching over 4,000 hospitality professionals across the Hawaiian Islands. With over 20 years of global experience spanning the US and Asia, Dan is recognized for his in-depth knowledge of hotel commercial strategy, tech stacks, and fostering local industry communities. In this episode… Most hotels lose margin in the same places: OTA rate discipline, tech stack bloat, misaligned KPIs, and weak direct booking conversion. Dan Wacksman has worked both sides — 20 years in travel distribution, then 12 as SVP of Marketing and Distribution at Outrigger Hotels and Resorts, and now running Sassato LLC out of Honolulu. Kin Sio sits down with Dan on The Lights On Podcast to break down what independent hotels consistently get wrong — and what it takes to fix it. Dan's OTA position is direct: the relationship works when managed with rate discipline. His rule — never give an OTA a better rate than your direct channels — sounds obvious, but he still walks into properties that violate it. The fix starts at the front desk. When an OTA guest checks in, that's the moment to collect contact information, build a direct relationship, and make sure the next booking doesn't go back through Expedia or Booking.com. As Dan puts it: "I am happy to get OTA bookings as long as the second time they book me, it's direct." The ROAS trap catches a lot of hotel marketing teams. A campaign with 20-to-1 return on ad spend looks like the obvious winner — until you realize it's brand search, capturing demand that already exists. The 5-to-1 campaign might be more valuable: a net-new customer who wasn't in your consideration set until you bought that ad. Incremental reach, not recapture. On the tech side, Dan has audited dozens of commercial tech stacks and has never left without finding enough savings to cover his fees — unused contracts, overlapping tools, and auto-renewing agreements with 90-day notice windows that operators didn't know were rolling into three-year terms. Hawaii Hotel Hui started as a lead gen experiment. Dan expected 300 subscribers — a way to stay visible to his consulting network. Within months it had grown to a few thousand. It now reaches over 4,000 hospitality professionals across the islands, with vendors actively competing for sponsorship spots. He closes with a candid take on Hawaii's market: 79% occupancy and $322 ADR would make most mainland operators envious, but RevPAR growth is roughly 2.5% while costs keep rising faster. Direct revenue and cost control are where independent operators need to focus over the next two years.

    48 min
  5. May 7

    The Evolution and Resilience Required in Hospitality Management With Geoff Graf

    Geoff Graf is the Vice President of Business Development at Hogan Hospitality Group, a hotel management company that operates and develops hospitality assets for property owners. He leads efforts to identify opportunities and build strategic partnerships to support portfolio growth. With decades of experience, he has held leadership roles across operations, asset management, and business development. His career includes working with major hotel groups and driving expansion through acquisitions, development, and long-term owner relationships. In this episode… Geoff Graf is VP of Business Development at Hogan Hospitality Group, a family-owned hotel management company with roughly 3,400 rooms across Hawaii and the US mainland. His 43-year career spans Colony Hotels, Aston, Outrigger, and Aqua — where he doubled the portfolio from 14 to 29 hotels and helped engineer the Aqua-Aston merger, which created the largest hotel management company in Hawaii at the time. Kin Sio sits down with Geoff on The Lights On Podcast to dig into what separates companies that grow to be acquired from those built to stay. Geoff's path wasn't linear. He started as a houseman in 1983 at a 60-room boutique at the foot of Diamond Head — recruited off the rugby pitch by his coach, who happened to manage the property. At 30, he left the industry for three years to compete internationally in outrigger canoe and surf ski racing, placing in the world rankings. When he came back, Colony Hotels sent him to Molokai to manage Kaluakoi Resort and Golf Club: a former Sheraton with a golf course, struggling occupancy, ownership under financial strain, limited air lift to the island, and buildings with TVs and phones stripped out. His answer was the "Pakeli" package — pakeli means "escape" in Hawaiian — which marketed those bare rooms as a deliberate unplugged experience, borrowing from Kona Village's model. It filled rooms, drove restaurant revenue, and worked. He notes it predated the unplugged travel trend by about 30 years. The conversation sharpens when Geoff draws the line between Aqua's growth strategy — explicitly designed for acquisition, which is exactly what happened when Aston's parent company absorbed them — and Hogan's: long-term owner relationships, no management agreements structured around an exit date, a deliberate consolidation from five states down to California and Arizona when remote properties were pulling more resources than they returned. For small independent operators who aren't ready for a full management agreement, Geoff's advice is direct: outsource revenue management and digital marketing first, get hospitality-specific accounting in place now if you ever plan to sell, and stop relying exclusively on OTAs — most small operators take that route, Geoff says, and it cuts directly into their margins. The right management partner, he says, pays for itself 99.5% of the time — and means you stop getting the 1 AM call.

    1h 11m
  6. Apr 30

    Why Growth Marketing Matters More Than Ever for Hotels With Emanuel Moura

    Emanuel Moura is the Director of Growth at Lights On, where he leads a holistic approach to hotel marketing that blends paid acquisition, lifecycle email, organic traffic, and data infrastructure into one connected system. Based in Honolulu, he built his career in growth out of college at a Bay Area drone startup before moving into hospitality, and now works across independent and boutique hotels from Hawaii to the mainland. He's an operator-minded marketer who treats growth as a compounding cross-functional effort tied directly to revenue. In this episode… Hotel growth in 2026 doesn't come from one channel. It comes from building a connected system where paid ads, organic traffic, lifecycle email, and clean data all feed each other — and then keeping that system aligned with revenue management as the market shifts. That's the case Emanuel Moura, Director of Growth at Lights On, makes in this episode when Chad Franzen of Rise25 flips the script and interviews him. Emanuel walks through how he thinks about growth across a hotel's full digital footprint: Google and Meta for reach, email automations for returning guests, organic search as properties mature, and a data stack (Google Analytics, Tag Manager, Meta Pixel, plus booking-engine integrations with platforms like SynXis and Skipper) that lets the team see what's actually working. He explains why the current down market is separating buttoned-up properties from ones that coasted on OTA distribution, and why luxury is the one segment still gaining share. He also gets practical about AI. Claude is his daily tool — not to automate away strategy, but to compress the time between data and decision. And for hotels just starting to build direct bookings, he gives a clear sequence: understand your property story first, start with Google and Meta plus a returning-guest email program, stand up the data infrastructure, tie marketing to revenue, and expect compounding — not instant — results. By month three you'll see traction; by month six the volume steps up; by year one, year-over-year growth is meaningful.

    20 min
  7. Apr 23

    Brand Differentiation and Storytelling for Independent Hotels With Brent Shiratori

    Brent Shiratori is the Founder and CEO of Aidia Marketing, a branding and strategic marketing firm that helps organizations build brands that drive growth. With more than 25 years of experience, he has led brand and marketing initiatives across multiple industries, including hospitality, tourism, and technology. Brent previously served as Vice President of Global Brand at Outrigger Resorts & Hotels, where he oversaw brand strategy and marketing for a global portfolio of properties. A triple major in marketing, accounting, and management information systems, he holds a bachelor's degree from the University of Hawaii at Manoa and has received multiple industry awards. In this episode… In the competitive world of hospitality, finding a unique voice can be a game-changer. With so many options available, why do some hotels effortlessly capture attention while others blend in? Is it simply the quality of the amenities, or is there something deeper that draws guests in and makes them loyal fans? For Brent Shiratori, a seasoned expert in marketing and branding, the answer lies in storytelling. He believes that every hotel has a unique narrative, and it's this story that sets them apart in a crowded market. This story can be as simple as showcasing a special feature of the hotel or a unique historical element tied to the property's location. By embracing their own distinct story, independent hotels can transform themselves from just another place to stay into a destination guests won't forget. In this episode of The Lights On Podcast, Kin Sio is joined by Brent Shiratori, Founder and CEO of Aidia Marketing, to discuss brand differentiation and storytelling for independent hotels. Brent explains how uncovering a property's unique narrative can strengthen its brand and help smaller hotels compete with larger chains. He also shares practical insights on building memorable guest experiences and developing brand strategies that don't require massive marketing budgets.

    54 min
  8. Apr 16

    Airbnb Loves Hotels Now With Jesse Stein

    Jesse Stein is the Global Head of Real Estate at Airbnb, a global travel platform that connects guests with unique places to stay and experiences worldwide. He joined Airbnb in 2020 and has played a key role in building partnerships that expand supply, from multifamily housing initiatives to hotel collaborations. Prior to Airbnb, Jesse was a Principal at KHP Capital Partners, where he invested in boutique and independent hotels. He also held senior roles at leading hospitality companies, including Kimpton Hotels, Wyndham Hotel Group, and Starwood Vacation Ownership. In this episode… Boutique hotels have always had personality, but getting that personality in front of the right traveler has been the real challenge. In a world dominated by massive brands and OTAs, how can independent properties compete without losing what makes them unique? For Jesse Stein, a longtime hospitality investor and operator, the answer lies in rethinking distribution entirely. He believes independent hotels don't need to outscale big brands. Instead, they need to lean into their strengths and meet guests where they already are. Jesse points out that success isn't about one channel or tactic, but about combining data, storytelling, and access to demand in a way that unlocks hidden value. Ultimately, it's about shifting from trying to compete like everyone else to competing in a way that actually fits the property. In this episode of The Lights On Podcast, Kin Sio and Keri Brown are joined by Jesse Stein, Global Head of Real Estate at Airbnb, to discuss redefining hotel distribution for independent and boutique properties. They explore how Airbnb is evolving beyond homes, what independent hotels can learn about competing at scale, and how storytelling impacts conversion. Jesse also discusses the future of hotel partnerships and distribution strategies.

    42 min
  9. Apr 9

    Democratizing Commercial Strategy for Independent Hotels With Keri Brown

    Keri Brown is the Vice President of Commercial Strategy at Lights On, a company that helps independent hotels maximize revenue through expert pricing, distribution, and digital marketing strategies. Throughout her career, Keri has held senior roles at major hospitality brands, including Marriott, Hilton, and Highgate, as well as her most recent position as Area Director of Commercial Strategy at Outrigger. She is recognized as one of Hawaii's most decorated commercial strategy leaders, known for bridging the gap between operations, sales, and revenue management to drive holistic hotel performance. In this episode… Keri Brown, VP of Commercial Strategy at Lights On, breaks down how independent hotels can compete with branded properties by integrating revenue management, distribution, and digital marketing under one commercial strategy. She explains why a tech stack audit is always the first step with a new client and how OTA partnerships, done right, become a pipeline for direct bookings. Keri spent over a decade in Hawaii hospitality before joining Lights On. At Outrigger, she led commercial strategy across the Waikiki Collection and played a central role in the $30-40M repositioning of the Waikiki Beachcomber from an IHG property to an independent brand. That project meant rebuilding rate strategy, channel mix, and brand positioning from scratch while the hotel stayed operational. She compares the commercial strategy leader's role to Tim Cook running Apple's supply chain: you may not be the public face, but nothing works without you. The conversation gets specific about where independent hotels lose revenue. Keri talks about properties running disconnected systems where the PMS doesn't talk to the channel manager, rate updates take hours instead of minutes, and no one is tracking true cost of acquisition by channel. She argues that fixing those connections often matters more than any single pricing decision. On OTAs, Keri is direct: they were built for independent hotels that don't have a global brand driving demand. The play is to use them for visibility, then convert those guests to direct bookings on the next stay. She also makes a case for front-desk upsell programs, pointing out that a property with 15 different room categories has real margin sitting in upgrades and add-ons that most hotels never capture because operations staff aren't trained or incentivized to sell.

    57 min
  10. Apr 2

    How Modern PMS Unlocks Hidden Hotel Revenue With Jacob Messina

    Jacob Messina is the CEO of Stayntouch, a leading hospitality technology firm that provides cloud-based property management systems (PMS) for hotels. Under his leadership since 2022, Stayntouch has achieved record growth and become one of the fastest-adopted PMS platforms in the industry, enabling hotel clients to implement new systems in as little as 48 to 72 hours. Jacob's diverse hospitality background began at age 15 in frontline restaurant and hotel roles, later building Loews Hotels' digital marketing practice from scratch and overseeing technology for 150+ properties at MCR Hotels. In this episode… Jacob Messina, CEO of Stayntouch, breaks down how a cloud PMS built by former hoteliers cuts implementation from months to days and staff training from weeks to about an hour. He explains why distribution is the most overlooked revenue function for independent hotels and what to do about it. Before leading Stayntouch, Jacob spent six months at Loews Hotels manually merging guest profiles in Opera V5. Forty hours a week of clicking through multiple screens for a task that should have been automated. That experience shaped his view of what hotel technology should do: give time back to the people using it, not create more work. At MCR Hotels, he oversaw technology across 150-plus properties. When a soft brand inspection failed a week before opening, his team had to stand up an entire independent tech stack in eight days. Stayntouch made it work. That scramble became the catalyst for productizing fast implementations. Today, Stayntouch can get a hotel live in 48 to 72 hours. Three principles drive the company under Jacob's leadership. First, customer support where you talk to a real person within seconds. No phone tree, no callback queue. Second, 1,200-plus integrations offered at no cost, with a fully open API for anything not yet connected. Third, intuitive design that gets a new front desk agent checking guests in within an hour, even if they've never worked in a hotel. One counterintuitive decision stands out: Stayntouch deliberately slowed its release cycle from every two weeks to every four to six weeks. Not because development couldn't keep pace, but because hoteliers are already tracking updates from six to eight other systems. Shipping faster than operators can absorb creates waste, not value. On distribution, Jacob's advice is straightforward. Stack your channels from lowest to highest cost of acquisition. If you know what you're paying Booking.com, put a portion of that spend toward driving direct bookings instead. In OTA-heavy markets like Hawaii, that channel shift is where the margin lives. The conversation also covers ancillary revenue. Stayntouch's upsell module is included free in the PMS subscription and runs inside the mobile check-in flow. Guests can upgrade based on room attributes and local experiences. Jacob points to Castle and MacNaughton in Hawaii as groups that have made this work by investing in clear room-type definitions and content that tells the story of what makes each property worth the upgrade.

    41 min
  11. Mar 26

    The Business of Meaningful Hospitality With Hillary Folkvord

    Hillary Folkvord is the Founder of Lady H, a lifestyle and consulting brand focused on hospitality, entrepreneurship, and mentorship. She is the owner and operator of boutique hotels, including RSVP Motel, Farmers Daughters Cafe, and The Cottages at Bigfork, located in Montana. With over 17 years of experience in hospitality, she has expertise in property development, branding, revenue strategy, and independent hotel operations. Hillary also advises emerging hoteliers on marketing, financial management, and building guest-centered hotel brands. In this episode… Beautiful rooms don't pay the bills. Occupancy does. Hillary Folkvord built three Montana hospitality businesses — RSVP Motel, Farmers Daughters Cafe, and Cottages at Bigfork — by connecting story-driven design to revenue strategy. She grew occupancy from 40% to roughly 80% across her properties. Hillary Folkvord, Founder of Lady H Consulting and a 6th-generation Montanan with 17 years in hospitality, joins Kin Sio on The Lights On Podcast to break down what actually works for independent hotels. Her approach: every property needs a clear narrative. RSVP Motel leans into roadside nostalgia. Cottages at Bigfork plays up the lakeside retreat. That identity shapes design choices, local partnerships, and which guests you attract. When the brand is specific, the right travelers book direct and come back. They dig into the mechanics — using OTAs as a visibility tool without giving up long-term profitability, building partnerships with local businesses to drive occupancy in shoulder periods, and knowing when to stop doing everything yourself. Hillary founded Lady H Consulting to mentor emerging hoteliers through exactly these decisions: when to hire a revenue manager, how to think about ADR and channel mix, and where first-time operators waste the most money.

    28 min
  12. Feb 27

    Modernizing Hotel Operations and Maximizing Revenue With Kin Sio

    Kin Sio is the CEO of Lights On, a company specializing in digital marketing and revenue management for independent hotels and resorts. He grew up in Macau and transitioned from a successful tech career to entrepreneurship after acquiring Lights On in early 2025. Drawing on his background in technology and hospitality, Kin helps small hotel businesses optimize pricing, distribution, and their online presence. He leads his team with a focus on data-driven strategies that increase visibility and drive revenue growth for clients.  In this episode… Independent hotels have access to most of the same tools as major chains — but most don't use them. In this episode, Kin Sio, CEO of Lights On Digital, breaks down why smaller operators leave significant revenue on the table, and what changes when pricing, distribution, and marketing are run as one coordinated system instead of three separate vendors. Kin draws on his experience in tech — including product management at Microsoft and building Coinbase's international exchange — and his first year running a hospitality commercial strategy firm. The conversation covers why auto-pricing tools still can't replace human judgment, how to align marketing spend with rate strategy instead of running ads blindly, and why the first step isn't marketing at all — it's understanding how your property actually makes money. If you run an independent or boutique hotel and your revenue manager, marketing agency, and website vendor don't talk to each other, this episode explains why that's costing you more than you think.

    27 min

Ratings & Reviews

5
out of 5
3 Ratings

About

The Lights On Podcast features conversations with hospitality leaders about the commercial strategies that drive hotel performance and growth.