エピソード

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

    #285: Inside the Operations of Hospitality Giant, MGM Resorts International | with Ayesha Molino
    2026/06/11

    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 environment


    Watch the FULL EPISODE on YouTube: https://youtu.be/eW8xZA-XK9U

    Links:
    Ayesha on LinkedIn: https://www.linkedin.com/in/ayesha-molino-a7581a84
    MGM 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.
    続きを読む 一部表示
    34 分
  • #284: Fixing the Post-Booking Black Hole Most Hotels Ignore | with Michael Gahan

    #284: Fixing the Post-Booking Black Hole Most Hotels Ignore | with Michael Gahan
    2026/06/10

    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.
    続きを読む 一部表示
    24 分
  • #283: What We've Learned from Hoteliers So Far in 2026

    #283: What We've Learned from Hoteliers So Far in 2026
    2026/06/04
    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_SkLinks:Ron on LinkedIn: https://www.linkedin.com/in/ron-pohl-8214205/WorldHotels and International Operations for BWH Hotels: https://www.bestwestern.com/en_US.htmlAlpha 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/homeCarmen 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/283Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.
    続きを読む 一部表示
    31 分
  • #282: Uber Partners with Expedia, Spirit Shuts Down, Hotels Prepare for AI | Hot Topics with Tom Luersen

    #282: Uber Partners with Expedia, Spirit Shuts Down, Hotels Prepare for AI | Hot Topics with Tom Luersen
    2026/06/02

    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 generations

    This 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 & Hospitality
    Spirit Airlines Ceases Operations
    Americans are Cutting Costs, but Not Their Travel Plans
    Hotel 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.
    続きを読む 一部表示
    26 分
  • #281: How to Turn Your Data into Hospitality Magic | with Josh & Dana Ellis

    #281: How to Turn Your Data into Hospitality Magic | with Josh & Dana Ellis
    2026/05/28

    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 scale
    • Why guest data is still one of hospitality’s biggest challenges
    • How team members—from housekeepers to bartenders—play a critical role in personalization
    • Why AI should empower hospitality teams, not replace human connection
    • The importance of creating memorable experiences that drive lifelong guest loyalty

    Josh 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.
    続きを読む 一部表示
    54 分
  • #280: NYU Incubator Winner: Clairdoc - Agentic Billing | with Bakhtawer Baloch

    #280: NYU Incubator Winner: Clairdoc - Agentic Billing | with Bakhtawer Baloch
    2026/05/26

    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 specialties

    Watch 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.
    続きを読む 一部表示
    14 分
  • #279: Increasing Hotel Profitability: Inside Asset Management | with Carmen Almos

    #279: Increasing Hotel Profitability: Inside Asset Management | with Carmen Almos
    2026/05/21

    In this episode, David and Steve sit down with Carmen Almos, Founder & CEO of Ashburton Hospitality, for a powerful conversation about resilience, entrepreneurship, and the evolving world of hotel ownership and asset management.

    Carmen shares her remarkable journey—from growing up in South Africa and moving to Tennessee as a teenager, to discovering her passion for hospitality through her family's motel business. She opens up about lessons learned from navigating cultural transitions, surviving the 2008 financial crisis, and finding her way from finance and law aspirations into hotel ownership and asset management.

    The conversation dives into:

    • What hotel asset managers actually do—and why ownership is one of hospitality’s most influential seats
    • Why should hotels use creative strategies to drive revenue and improve guest experiences?
    • The growing tension between hotel owners, operators, and brands
    • How AI’s impact on hotel operations and the future of hospitality

    Plus, Carmen shares stories about her family's American dream, her father’s motel turnaround strategy, and why she believes self-advocacy is essential for success.

    Watch the FULL EPISODE on YouTube: https://youtu.be/iDOFWvqSQvY

    Links:
    Carmen on LinkedIn: https://www.linkedin.com/in/carmen-a-581b02183/
    Ashburton Hospitality: https://www.ashburtonhospitality.com/

    For full show notes head to: https://themodernhotelier.com/episode/279

    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.
    続きを読む 一部表示
    43 分
  • #278: Exploring the World of Boutique Cruises | with Azamara Cruises CEO Dondra Ritzenthaler

    #278: Exploring the World of Boutique Cruises | with Azamara Cruises CEO Dondra Ritzenthaler
    2026/05/19

    How does someone go from taking their very first flight after college to becoming the CEO of a world-renowned cruise brand?

    In this episode, David Millili and Steve Carran sit down with Dondra Ritzenthaler, CEO of Azamara Cruises and recent recipient of the prestigious 2026 CLIA Hall of Fame Cruise Industry Award. From growing up in a small Texas town to becoming one of the most influential leaders in the cruise industry, Dondra shares her inspiring journey, leadership lessons, and passion for hospitality.

    The conversation starts with a fun lightning round where Dondra reveals her love for football, scuba diving, and even a bucket-list dream of swimming with sharks in Australia. Then, the discussion dives deeper into her career path—from becoming a flight attendant after her very first plane ride to rising through sales and marketing leadership roles before ultimately leading Azamara Cruises.

    Dondra shares insights into the power of teamwork, why travel advisors are vital to the cruise experience, and what drew her out of retirement to take the helm at Azamara. She also explains how Azamara’s boutique-style cruise experience differs from mega ships, offering destination immersion, longer stays, and authentic cultural experiences around the world.

    The episode also explores evolving travel trends, the future of cruising, and Dondra’s advice for aspiring leaders—especially women—on embracing bravery over perfection and surrounding yourself with people who elevate your strengths.

    In this episode, you'll learn:

    • How Dondra’s small-town upbringing shaped her leadership style
    • The value of teamwork and lifelong learning
    • What makes Azamara Cruises different from larger cruise lines
    • Why authenticity and culture are at the heart of memorable guest experiences

    A fun, insightful conversation filled with leadership wisdom, travel inspiration, and a behind-the-scenes look into the world of luxury cruising.


    Watch the FULL EPISODE on YouTube: https://youtu.be/TvkEzc3cbdM

    Links:
    Dondra on LinkedIn: https://www.linkedin.com/in/dondra-ritzenthaler-a09158406/
    Azamara Cruises: https://www.azamara.com/home

    For full show notes head to: https://themodernhotelier.com/episode/278

    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.
    続きを読む 一部表示
    31 分