The Modern Hotelier

David Millili & Steve Carran
  • 4.9 (44)
  • Places & Travel
  • Updated Weekly

Each episode we discuss industry trends, talk about new technologies, and speak to industry experts. All so that you, The Modern Hotelier, can succeed in a new age of hospitality.

  1. 20h ago

    #287: How Aimbridge is Preparing for Hospitality's A.I. Future | with Eric Ettlin

    In this episode, hosts David Millili and Steve Carran sit down with Eric Ettlin, Senior Vice President of Brand, Marketing, and Digital at Aimbridge Hospitality, one of the largest hotel management companies in the world. Eric shares his journey from early digital marketing roles in finance to leading global brand and digital strategy across hundreds of hotels. He discusses what it takes to scale marketing across complex, multi-brand hotel portfolios and how third-party management differs from traditional brand-side hospitality roles. The conversation dives deep into the evolving hospitality landscape, including how Aimbridge balances brand standards, owner expectations, and guest experience. Eric also breaks down the creation of Second Wave, Aimbridge’s in-house marketing powerhouse, and how it enables faster, more agile marketing execution across its portfolio. In this episode, you’ll discover:  How Eric transitioned from finance and e-commerce into hospitality leadership  What it takes to scale marketing across 1,000+ hotels and multiple global brands  Why third-party hotel management creates unique marketing challenges and opportunities  How Aimbridge’s “Second Wave” team is redefining in-house hospitality marketing  The rise of AI in travel planning and how it’s changing SEO into GEO Watch the FULL EPISODE on YouTube: https://youtu.be/i_MR_lr1OVk  Links:Eric on LinkedIn: https://www.linkedin.com/in/ericettlinAimbridge Hospitality: https://www.aimbridgehospitality.com/ For full show notes head to: https://themodernhotelier.com/episode/287 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

    35 min

  2. 2d ago

    #286: How Hotel Uniforms Impact the Guest Experience & Employee Performance | with Mia Liu

    What role do uniforms really play in shaping a hotel’s brand experience, and why are they often overlooked despite being one of the first things guests notice? In this episode of The Modern Hotelier, hosts David Millili and Steve Carran are joined by Mia Liu, Creative Director of Drape & Stitch, a fashion-forward uniform brand redefining what hospitality teams wear and why it matters. Mia shares her journey from growing up in China with a passion for fashion and design, to building an international career across design, production, sourcing, and marketing. With deep experience across the fashion and activewear industries, she eventually founded Drape & Stitch in 2022 to bring a more modern, functional, and brand-aligned approach to hospitality uniforms. The conversation explores how uniforms are often overlooked in hospitality despite being one of the first visual touchpoints for guests. Mia breaks down why hotels should treat uniforms as part of the overall brand experience—not just an operational necessity—and how comfort, durability, and storytelling all play a critical role in shaping guest perception. The episode continues with deeper industry questions, including:   The most common mistakes hotels make when selecting uniform vendors  Why luxury hospitality is moving away from generic uniform programs  How design details can reflect a hotel’s architecture, history, and identity  Real examples of custom uniform storytelling from luxury properties like Fairmont Washington, DC and Waldorf Astoria  Why comfort and functionality are just as important as aesthetics in modern uniform design From fabric innovation to brand storytelling, this episode reveals how uniforms are becoming a strategic part of hospitality experience design—and why the future of hotel branding may start with what your team wears. Watch the FULL EPISODE on YouTube: https://youtu.be/_YHLxYzRvWc This episode is Sponsored by Drape & Stitch: https://drapeandstitch.com/  Links:Mia on LinkedIn: https://www.linkedin.com/in/mia-l-b07ab326/ Drape and Stitch: https://drapeandstitch.com/ For full show notes head to: https://themodernhotelier.com/episode/286 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

    24 min

  3. Jun 11

    #285: Inside the Operations of Hospitality Giant, MGM Resorts International | with Ayesha Molino

    In this episode, hosts David Millili and Steve Carran sit down with Ayesha Molino, Chief Operating Officer of MGM Resorts International, to explore the evolving landscape of hospitality, entertainment, and large-scale resort operations in Las Vegas. Ayesha shares her unconventional path from law and government into hospitality leadership, and how her experience in policy shaped her approach to decision-making at one of the world’s largest resort companies. The conversation dives into MGM’s guest-centric operating model, the transformation of Las Vegas into an entertainment-driven destination, and how AI, data, and loyalty partnerships like Marriott Bonvoy are reshaping the future of travel. In This Episode, You’ll Learn About:  How growing up in San Diego and Washington, DC shaped her leadership mindset  The transformation of Las Vegas into an entertainment-first global destination  Why modernizing legacy systems and moving to the cloud is critical for innovation  How the MGM–Marriott Bonvoy partnership is reshaping loyalty in travel and gaming  Traits of successful hospitality leaders in today’s data-driven environmentWatch the FULL EPISODE on YouTube: https://youtu.be/eW8xZA-XK9U  Links:Ayesha on LinkedIn: https://www.linkedin.com/in/ayesha-molino-a7581a84MGM Resorts International: https://www.mgmresorts.com/en.html For full show notes head to: https://themodernhotelier.com/episode/285 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

    34 min

  4. Jun 10

    #284: Fixing the Post-Booking Black Hole Most Hotels Ignore | with Michael Gahan

    What is the “post-booking black hole” in hospitality, and how can hotels eliminate it to transform the guest experience using AI, destination intelligence, and modern engagement tools?  In this episode, hosts David Millili and Steve Carran sit down with Michael Gahan, CEO of Tongo, for a deep dive into how hotels can transform the guest journey by stepping into the “post-booking black hole.” Michael shares his unconventional path from small-town California, professional MMA fighting, and wine tour entrepreneurship to building a hospitality tech company focused on redefining guest engagement through destination intelligence and AI-powered concierge experiences. The conversation explores:  How early guest conversations shape travel decisions and hotel revenue  Why most hotels miss the critical pre-arrival planning window  What makes Tongo’s approach different from typical “AI concierge” tools  How personalized, scalable concierge experiences are now possible  The operational challenges and opportunities inside modern hotel organizations Michael also discusses lessons from his MMA career, the importance of guest-centric thinking, and why the future of hospitality depends on owning the conversation before guests even arrive. This episode is sponsored by Tongo: https://letstongo.com/Watch the FULL EPISODE on YouTube: https://youtu.be/xYXa6iH6qfE Links:Michael on LinkedIn: https://www.linkedin.com/in/michael-gahan/Tongo: https://letstongo.com/ For full show notes head to: https://themodernhotelier.com/episode/284 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

    24 min

  5. Jun 4

    #283: What We've Learned from Hoteliers So Far in 2026

    In this special highlight episode of The Modern Hotelier, hosts David Millili and Steve Carran take a look back at the first half of the year, revisiting standout moments from over 40 conversations with leading voices in hospitality. Across these curated clips, hoteliers, developers, and industry leaders share what it really takes to succeed in today’s rapidly evolving hospitality landscape—from building authentic guest experiences and strong team cultures to rethinking branding, revenue strategy, and the future of hotel development. Guests explore key themes including the importance of curiosity, staying authentic in design and operations, empowering teams as the true “secret sauce” of hospitality, and how technology, data, and shifting traveler expectations are reshaping the industry. Featuring insights from leaders across boutique hotels, global brands, luxury operators, and innovative developers, this episode offers a powerful snapshot of where hospitality is headed—and what continues to stay timeless: people, purpose, and experience. In this episode, you’ll learn:  Why genuine success in hospitality starts with a simple but powerful principle: truly liking and prioritizing people  How curiosity, alignment, and shared goals across teams create stronger hotel cultures and better performance  Why authenticity—not checklists or trends—is the foundation of memorable hotel experiences and strong brands  The key strategies for legacy properties to evolve with changing guest expectations without losing their identity  How mindset, attitude, and culture directly impact long-term success in hospitality organizations  Why experience-led pricing strategies can sometimes outperform short-term revenue maximization Watch the FULL EPISODE on YouTube: https://youtu.be/Cb1YFk2a_Sk Links:Ron on LinkedIn: https://www.linkedin.com/in/ron-pohl-8214205/WorldHotels and International Operations for BWH Hotels: https://www.bestwestern.com/en_US.html Alpha on LinkedIn: https://www.linkedin.com/in/alpha-midiaou-barry-42a6b014/Courtyard by Marriott San Diego Downtown Little Italy: https://www.marriott.com/en-us/hotels/sandy-courtyard-san-diego-downtown-little-italy/overview/ Bradley on LinkedIn: https://www.linkedin.com/in/bradley-steward-7b829a23/Caravan Outpost: https://caravanoutpostojai.com/ Mark on LinkedIn: https://www.linkedin.com/in/mark-harmon-2184851/Auberge Resorts: https://auberge.com/ aka on LinkedIn: https://www.linkedin.com/company/aka/posts/?feedView=allaka: https://www.stayaka.com/ Kristie on LinkedIn: https://www.linkedin.com/in/kristiegoshowLoews Hotels & Co.: https://www.loewshotels.com/ Chris on LinkedIn: https://www.linkedin.com/in/chriskanderson/Cornell University: https://www.cornell.edu/ Dr. Sharmin on LinkedIn: https://www.linkedin.com/in/sharmindharas/Hotel ZAZZ: https://www.hotelzazz.com/ Bashar on LinkedIn: https://www.linkedin.com/in/basharwali/ Intersection Development: https://intersectiondev.com/Atari Hotels: https://invest.atarihotels.com/ Roman on LinkedIn: https://www.linkedin.com/in/roman-pedan/Kasa: https://kasa.com/ Dondra on LinkedIn: https://www.linkedin.com/in/dondra-ritzenthaler-a09158406/Azamara Cruises: https://www.azamara.com/home Carmen on LinkedIn: https://www.linkedin.com/in/carmen-a-581b02183/Ashburton Hospitality: https://www.ashburtonhospitality.com/ Tom on LinkedIn: https://www.linkedin.com/in/tom-luersen-20839113/Coral Tree Hospitality: https://www.coraltreehospitality.com/ For full show notes head to: https://themodernhotelier.com/episode/283 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

    31 min

  6. Jun 2

    #282: Uber Partners with Expedia, Spirit Shuts Down, Hotels Prepare for AI | Hot Topics with Tom Luersen

    What should hoteliers be doing right now to stay ahead of these rapid changes?  In this episode, hosts Steve Carran and David Millili are joined by Tom Luersen, President of CoralTree Hospitality, for a fast-paced breakdown of the biggest hospitality and travel industry developments from May. The conversation dives into major shifts in the tech and distribution landscape, including new partnerships like Uber with Expedia and Mews, Airbnb expanding into hotels and car rentals, and the rise of TikTok as a hotel booking channel. The panel explores what these changes mean for hotels, direct bookings, and the future of distribution strategy. In this episode, you’ll discover:  What growing tech consolidation means for hotels, pricing power, and direct bookings  Why the collapse of Spirit Airlines signals deeper trends in airline consolidation and pricing pressure  How rising travel costs are influencing consumer behavior—but not stopping summer travel plans  Why experience-driven travel continues to dominate consumer priorities across generationsThis episode is a must-listen for hospitality leaders looking to understand where travel, technology, and consumer behavior are heading next—and how to stay ahead in an increasingly connected and competitive landscape. Watch the FULL EPISODE on YouTube: https://youtu.be/c9CqYWcsMRQ Links:Consumer Tech Partners with Travel & HospitalitySpirit Airlines Ceases OperationsAmericans are Cutting Costs, but Not Their Travel PlansHotel Execs Prepare for AI to Change the Booking Journey What is New at CoralTree For full show notes head to: https://themodernhotelier.com/episode/282 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

    26 min

  7. May 28

    #281: How to Turn Your Data into Hospitality Magic | with Josh & Dana Ellis

    How are luxury hotels currently underutilizing guest data, and what opportunities are they missing?  In this episode, Steve Carran and David Millili sit down with Josh and Dana Ellis, co-founders of Abra, to explore how AI-powered personalization is transforming the guest experience in hospitality. From luxury hotels in New York City and Maui to building one of hospitality’s most exciting AI startups, Josh and Dana share the story behind Abra and why they believe personalization is the future of guest loyalty. Dana brings firsthand experience from iconic luxury properties including Four Seasons, Peninsula Hotels, and Relais & Châteaux, while Josh combines expertise in AI, consulting, and mindfulness to help hotels unlock the power of guest data. The conversation dives deep into: How hotels can deliver true personalized service at scaleWhy guest data is still one of hospitality’s biggest challengesHow team members—from housekeepers to bartenders—play a critical role in personalizationWhy AI should empower hospitality teams, not replace human connectionThe importance of creating memorable experiences that drive lifelong guest loyaltyJosh and Dana also share behind-the-scenes insights into building Abra inside a live hotel operation, preparing for the HITEC E20X startup pitch competition, and how hotels can create “hospitality magic” through better data and smarter technology. Watch the FULL EPISODE on YouTube: https://youtu.be/7UfjHnd4LwQ This episode is sponsored by Abra Hospitality Links:Dana on LinkedIn: https://www.linkedin.com/in/danasjaffe/Josh on LinkedIn: https://www.linkedin.com/in/josh-ellis1126/Abra Hospitality: https://abrahospitality.com/ For full show notes head to: https://themodernhotelier.com/episode/281 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

    54 min

  8. May 26

    #280: NYU Incubator Winner: Clairdoc - Agentic Billing | with Bakhtawer Baloch

    In this episode, hosts David Millili and Steve Carran sit down with 2026 NYU SPS Incubator winner and founder of Clairdoc, Bakhtawer Baloch, for a wide-ranging conversation on entrepreneurship, resilience, and building scalable AI solutions in complex industries. From her early entrepreneurial spark selling stickers as a child in Pakistan to studying and building companies in New York, Bakhtawer shares how her journey across consulting, tech, and startups led her to identify a major inefficiency in healthcare billing: insurance claim denials. That insight became the foundation of Clairdoc, an AI-driven platform aimed at reducing administrative friction and improving revenue outcomes for clinics. In this episode, you’ll learn about:  How Bakhtawer Baloch went from selling stickers as a child in Pakistan to building a tech startup in New York  The inspiration behind Clairdoc and the problem it solves in healthcare billing and insurance claim denials  Winning the 2026 NYU SPS Incubator and how mentorship shaped her pitch and growth strategy  Why she transitioned from service-based businesses to scalable AI product development  What’s next for Clairdoc as it expands across healthcare systems and specialtiesWatch the FULL EPISODE on YouTube:  https://youtu.be/luuWSO8DfJ8 Links:Bakhtawer on LinkedIn: https://www.linkedin.com/in/bakhtawerbaloch/ Clairdoc: https://www.clairdoc.com/ For full show notes head to: https://themodernhotelier.com/episode/280 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

    14 min
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About

Each episode we discuss industry trends, talk about new technologies, and speak to industry experts. All so that you, The Modern Hotelier, can succeed in a new age of hospitality.

Information

  • Creator
    David Millili & Steve Carran
  • Years Active
    2022 - 2026
  • Episodes
    288
  • Rating
    Clean
  • Copyright
    © David Millili & Steve Carran
  • Show Website
    The Modern Hotelier

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