The Turndown: The Podcast for Hoteliers

Épisodes

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  Simone Puorto: The hotel industry does not need more software 16.07.2026 1h 5min

  Hospitality futurist Simone Puorto joins The Turndown to challenge the hotel industry’s obsession with buying more technology. He argues that hotels do not need another layer of software, but fewer disconnected systems, better data, and a clearer understanding of where technology genuinely improves the guest and employee experience. The conversation explores key subtopics, including: AI and its real impact on hospitality Hotel tech overload and system fragmentation The future of search and booking Why some properties may benefit from simplifying their tech stack   Follow Simone Puorto: Linkedin Hospitalitynet Sign up for Simone's newsletter YouTube   Related reading: AI hotel management software: Why connected data matters more than features PMS integrations: What they mean for hotels in 2026 Guest profiles: The foundation of personalized experiences  
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  Ally Northfiled: Staying commercially relevant in the age of unreliable signals 25.06.2026 51min

  In this episode of The Turndown, Ally Northfield, Managing Director of Revenue by Design and creator of the Global Revenue Forum, joins Sebastien to unpack what it really means for hotels to stay commercially relevant when the old signals are becoming harder to trust. The conversation moves beyond rate changes, dashboards, and distribution strategy to explore the bigger shifts reshaping hotel performance: uncertain booking patterns, shorter lead times, rising operating costs, changing guest behavior, AI-powered travel search, and the evolving role of OTAs. Ally argues that the next generation of revenue leadership will need to be more strategic, more communicative, and far closer to the guest than ever before. Together, they discuss why RevPAR may no longer be enough, why the cost of acquisition deserves more attention, how AI is changing the way guests discover hotels, and why commercial teams need to break down the silos between revenue, sales, marketing, distribution, and reservations. They also explore what hotels must do to attract the next generation of talent, and why hospitality needs to rethink how it presents itself as an industry. This is a timely conversation about commercial leadership, guest relevance, and the uncomfortable reality that hotels can no longer rely on yesterday’s patterns to make tomorrow’s decisions.   Related resources: What is hotel revenue management? The ultimate guide The new rules of hotel revenue management: 6 strategies to stay ahead in 2026 What’s next for the hospitality workforce: Experts weigh in
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  Marie Pier Germain: Growing Canada’s most distinctive hotel brand without losing its soul 11.06.2026 52min

  In this episode of The Turndown, Marie Pier Germain opens up about leading one of Canada’s most distinctive hotel brands through growth, succession, and change. She reflects on what it means to expand Germain Hotels without losing the family values, personality, and guest-first philosophy that shaped the company from the beginning. The conversation explores leadership, legacy, brand independence, design, and why hospitality still needs to feel deeply human.  
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  Ted Horner: Navigating hotel tech ROI, AI, and the future of hotel profitability 28.05.2026 1h 1min

  In this episode, hospitality technology pioneer Ted Horner joins the podcast to challenge the status quo of the hotel industry. He argues that major hotel brands have essentially become marketing companies and warns that the sector is severely underinvesting in technology, allocating only 3% to 4% of revenue because vendors consistently fail to build strong ROI cases for owners. Horner also dives into the profitability crisis facing hotel owners, who are operating on tight 5% margins while massive Online Travel Agencies (OTAs) capture 15% to 20% in commissions. Looking toward the future, Horner shares his bold predictions on how the guest experience must evolve to perfectly balance high-tech efficiency with high-touch personal service. He forecasts the gradual elimination of the traditional reception desk, in-room landlines, and plastic key cards in favor of seamless, mobile-first solutions. Furthermore, he explores the impending artificial intelligence revolution—from commercial robots stepping in to alleviate the hospitality labor shortage to the rise of personal AI booking agents that could finally help hotels win back their direct bookings.   Related reading and resources: Ted's Technology Summit Hotel Management Software Buyer's Guide 2026 The guide to hotel contactless check-in  
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  Charlie Lopez-Quintana: Laid-back luxury and the fight to keep hospitality human 13.05.2026 55min

  A 15-year veteran of The Ritz-Carlton Hotel Company, Charlie Lopez-Quintana is now rewriting the rules of luxury hospitality at ETC Hotels, home to Shutters on the Beach and Hotel Casa del Mar. In this episode of The Turndown, Charlie shares why the future of luxury isn’t about scripts, stiff formality, or hiding behind a front desk. It’s about laid-back luxury — a more human, intuitive approach where leaders roll up their sleeves, teams are empowered to create unscripted moments, and technology supports hospitality without replacing its soul.   Resources: A guide to improving the hotel guest experienceGuest profiles: The foundation of personalized experiences Enough one-night stands: A guest marketing playbook for driving repeat revenue   ----more---- About Cloudbeds Cloudbeds is the hospitality management system built for ambitious hoteliers who demand more. The Cloudbeds platform unifies operations, distribution, guest experience, and revenue marketing, giving operators a breadth of tools to capture demand, grow direct bookings, optimize pricing, maximize upsell revenue, and act on real-time intelligence within a single system. Designed to scale with independent hotels, large hotel groups, and multi-property portfolios, Cloudbeds is trusted by tens of thousands of properties in more than 150 countries. Founded in 2012, Cloudbeds is recognized as a top Hotel Management System, PMS, and Channel Manager — and Best Place to Work — by Hotel Tech Report for eight consecutive years.
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  Vipul Dayal: No franchise, no front desk, and training staff to leave 30.04.2026 46min

  In this episode, Vipul Dayal shares how he stepped into hospitality after his father-in-law’s passing, inherited a powerful family legacy, and made the bold decision to take a historic Days Inn in San Francisco independent just as COVID shut the world down. The conversation explores what it really takes to leave a franchise, build a brand from scratch, lead with purpose, and prepare teams for ownership. Vipul also opens up about his A.L.L. philosophy, advocacy, leadership, and legacy, plus his views on AI, TrevPAR, front-desk-free hotels, and why the future belongs to hoteliers willing to rethink the old playbook. ----more---- Resources: Cloudbeds' 2026 guide to hotel deflaggingWhat is Total Revenue per Available Room (TRevPAR)? 10 best hotel software systems for independent properties   ----more---- About Cloudbeds Cloudbeds is the hospitality management system built for ambitious hoteliers who demand more. The Cloudbeds platform unifies operations, distribution, guest experience, and revenue marketing, giving operators a breadth of tools to capture demand, grow direct bookings, optimize pricing, maximize upsell revenue, and act on real-time intelligence within a single system. Designed to scale with independent hotels, large hotel groups, and multi-property portfolios, Cloudbeds is trusted by tens of thousands of properties in more than 150 countries. Founded in 2012, Cloudbeds is recognized as a top Hotel Management System, PMS, and Channel Manager — and Best Place to Work — by Hotel Tech Report for eight consecutive years.
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  Suzanne Speak: No stigma, no holding back: Leading through pressure, change, and menopause 15.04.2026 59min

  What does it really take to lead when the pressure never lets up, and the conversations most leaders avoid become impossible to ignore? In this episode of The Turndown, Suzanne Speak, Managing Director UK & Ireland at Radisson Hotel Group, shares an unfiltered look at leadership through constant change, personal strain, and menopause, a topic the industry has long kept in the shadows. Suzanne breaks down what it means to lead while navigating invisible challenges, why silence around menopause is costing businesses more than they realize, and how leaders can build cultures where people don’t have to hide. From high-stakes decision-making to redefining resilience at the executive level, this conversation pushes beyond surface-level leadership advice and into what’s actually happening behind the scenes.   In this episode, Suzanne shares: Why menopause is a leadership issue, not a personal one What’s really happening across UK & Ireland hospitality right now How guest expectations are evolving and what operators are getting wrong Where AI fits and where it doesn’t in a human-first industry Lessons from running complex operations like stadium hotels The leadership mindset shifts that actually move careers forward Why stepping away might be the most underrated performance strategy    
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  Bashar Wali: Winning guest loyalty in an age of commoditized hospitality 27.05.2025 1h

  What does it take to keep hospitality from becoming just another commodity? In this episode of The Turndown, Bashar Wali, Founder and CEO of This Assembly and Practice Hospitality, shares why the future of hotels lies not in points or perks, but in the power of human connection.    Drawing on his experience as hotel developer, operator, and tireless traveler, Bashar challenges the industry to rethink loyalty, guest experience, and the role of technology. Discover why emotional intelligence is hospitality’s greatest asset – and how small, thoughtful moments can transform forgettable stays into lifelong loyalty. 
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  Bradley Steward: Crafting rugged luxury at the intersection of design and hospitality 20.05.2025 1h 1min

  What does it take to create a hospitality experience so unique that guests become your greatest advocates? In this episode of The Turndown, Brad Steward shares the philosophy behind Caravan Outpost, a place where intentional design and experiential travel collide. Drawing on his background as a snowboarder, designer, and brand innovator, Brad brings a unique perspective to hospitality. Discover how his philosophy of “rugged luxury” combines innovation, storytelling, and hands-on craftsmanship to deliver experiences that speak directly to his guests’ desires—making them his brand’s biggest advocates and fans.  
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  James Kendall LaRue: Connecting guests with nature and one another at LOGE 13.05.2025 56min

  How do you create a truly memorable hospitality experience that keeps guests coming back? In this episode of The Turndown, James Kendall LaRue, COO of LOGE, shares his journey from consulting to leading an innovative hospitality brand that prioritizes community and authenticity. With properties designed to get guests out of their rooms and connected with each other and the outdoors, LOGE blends technology and personalized hospitality to create memorable moments across its growing network of experiential stays.   Kendall discusses how LOGE leverages tech to streamline operations while empowering team members to focus on human-to-human interactions and shares insights on why authenticity and genuine care are the core competencies he seeks in leaders. With a unique approach to staffing, training, and community engagement, Kendall explains why true hospitality is about creating meaningful experiences, not just selling rooms.
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  Claudia Infante: A Chief Data Officer’s take on hotel tech, integration, and data strategy 06.05.2025 50min

  How do you balance guest experience with data security in an industry built on personal connections? In this episode of The Turndown, Claudia Infante, Chief Data Officer at Margaritaville, shares her perspective on the evolving role of technology in hospitality—what’s working, what’s missing, and what needs to change.   From guest data management to AI and facial recognition, Claudia breaks down how hotels can leverage technology without losing the heart of hospitality. She also shares her thoughts on the next generation of industry leaders and why seamless tech integrations are still one of the biggest pain points in hospitality. Plus, we hear about her career journey from banquet server to hospitality tech leader and what earning a Lifetime Achievement Award means to her.  
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  Diogo Vaz Ferreira: Authenticity and adaptability in the age of automation 30.04.2025 48min

  What does it mean to deliver authentic hospitality in an increasingly automated world? In this episode of The Turndown, Diogo Vaz Ferreira, Head of Commercial at Clink Hostels, shares his thoughts on balancing modernization with the human touch in the hostel industry.   The conversation explores the challenges and opportunities of integrating automation, the evolving expectations of younger, tech-savvy travelers, and how hostels like Clink are staying ahead by embracing innovation without sacrificing community. From the intricacies of hostel revenue management to the impact of social dynamics on guest experience, this episode offers valuable insights for hospitality professionals navigating a fast-changing landscape.
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  Enrique Calderón Fernández: Developing teams and talent at Mexico’s largest hotel group 22.04.2025 51min

  What does it take to lead the largest hotel group in Mexico, oversee 17,000 employees, and navigate an industry in constant transformation? In this episode of The Turndown, Enrique Calderón Fernández, COO of Posadas, shares his insights on leadership, innovation, and the future of hospitality.   From keeping hotels open during the pandemic to developing 30 new properties, Enrique discusses the challenges of labor retention, rising costs, and evolving guest expectations. He explains how Posadas is driving productivity through guest experience, upselling, and sustainability - while navigating the challenges and opportunities presented by AI. 
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  Adam Dailey: An investor’s mindset behind today’s hospitality deals 15.04.2025 38min

  What’s it like to build a portfolio in a high-barrier market like San Diego? In this episode of The Turndown, Adam Dailey, real estate investor and accommodation operator, shares how he finds value in overlooked properties and why uncertainty is both a challenge and an opportunity for independent hoteliers.   From running an Olympic hospitality business to building a portfolio in San Diego, Adam shares how his early experience packaging tickets and accommodations sparked a passion for real estate. He talks through the realities of today’s hospitality market—financing challenges, shifting guest behavior, and why service still matters more than ever.
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  Diego de Ponga: Leadership lessons from revenue management to the C-suite 08.04.2025 47min

  What does it take to lead a successful hotel brand while keeping people at the heart of everything you do? In this episode of The Turndown, Diego de Ponga, CEO of Port Hotels, shares his journey from head of revenue management to CEO of one of Spain's most iconic family-owned hotel groups.   Diego explains how Port Hotels invests heavily in employee development, emphasizing why training programs and team culture are critical for hospitality success. He also highlights the importance of clearly aligning sales, marketing, and revenue management teams to create a perfect growth cycle, shares how integrated technology drives efficiency, and provides practical advice for revenue professionals to future-proof their careers.
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  Maxim Tint: How Asia is jumpstarting the documentless travel revolution 01.04.2025 42min

  There’s a lot of talk about AI in hospitality - but how can it actually be used to enhance guest experiences and streamline operations for hotels? In this episode of The Turndown, Maxim Tint, Founder & CEO of Trevo talks about the evolution of guest experiences through technology.    The conversation dives into the challenges hoteliers face in adopting change, the role of governments in driving innovation, and the balance between automation and in-person guest interactions.
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  Lori Kiel: Bridging gaps in talent and technology 25.03.2025 41min

  The hospitality industry is facing a talent crisis, but what does it take to attract, retain, and inspire the next generation of leaders? In this episode of The Turndown, Lori Kiel, SVP of Revenue Management at Pyramid Global Hospitality, shares her thoughts on the evolving role of talent and technology in the industry.   The conversation dives into the future of revenue management and commercial teams, the importance of collaboration, and how to create a sustainable pipeline of passionate hospitality professionals.
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  Richard Kessler: Building a legacy in independent luxury hotels 18.03.2025 50min

  In this episode of The Turndown, Richard Kessler, Founder of The Kessler Collection, shares his journey from building budget hotels to becoming a visionary in boutique luxury.
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  Jennifer Barnwell: Empowering independent hotels in a brand-centric market 30.04.2024 47min

  Jennifer Barnwell is an advocate for independent hotels. As President of Curator Hotel & Resort Collection, she offers independents the opportunity to harness the power of scale and access cost savings through vendor negotiations, ultimately helping them stay independent and be more profitable. She discusses the challenges and opportunities for independents in terms of funding, brand awareness, and loyalty programs, as well as which key technology investments to prioritize.
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  Claire Jollain: Appealing to the next generation in hospitality 23.04.2024 43min

  With hospitality students graduating with skills that can be applied to other industries with better salaries and work-life balance, how will the industry retain its top-tier talent? As Dean of Hotel Institute Montreux and Assistant Dean of Swiss Hotel Management School, Claire Jollain has direct contact with future hospitality professionals and shares her perspective on how the industry needs to adapt to appeal to the upcoming generation of leaders.   Additional resources on this topic:   A 2024 guide to hotel automation  What is a hotel chatbot? 9 benefits and key features to look for