The Guest-Obsessed Hotelier: Personalization, Data, and the Power of AI

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

35:00

The healing power of fitness goes far beyond physical benefits—for today’s guest, it’s a form of self-expression and a celebration of what the body can do. In this episode, host Nora McInerny sits down with fitness personality Ivylis Rivera, who shares her deeply personal journey of navigating life with Chronic Migraine while holding onto her passion for movement. Ivylis opens up about the struggle of staying active while facing the fear of triggering a headache or migraine attack and the resilience it takes to keep pushing forward—a resilience that carried her through the challenging journey of finding a Chronic Migraine treatment plan that worked for her. Join Nora and Ivylis as they explore the concept of “soft living,” a philosophy Ivylis embraces—staying active, listening to your body, and building trust in oneself. Click here for Product Information, including Boxed Warning and Medication Guide, or visit https://abbv.ie/prescribing_info See omnystudio.com/listener for privacy information.…

about a year ago 42:28

MP3•Episode home

What does it take to deliver guest-obsessed hospitality in a digital-first world?

In this episode of dojo.live, we explore the future of hospitality with Eric Lutz, CEO and Co-Founder of olive. Eric shares what it truly means to be guest-obsessed in today’s digital-first world. From actionable insights to smart automation, we unpack how AI is transforming the guest journey, increasing direct bookings, and building lasting loyalty. You’ll also hear about Eric’s path from hotelier to tech founder—and why putting guests first starts with smarter, more intuitive technology.

Eric Lutz is the CEO and Co-Founder of olive, the industry’s first AI-powered Booking Engine redefining the hotel booking experience. He began his career as a Night Auditor in Beverly Hills and most recently led the hotel division at a Los Angeles-based private equity firm. Frustrated by the limitations of current hotel tech, Eric founded olive to bring modern design, intelligence, and personalization to the digital guest journey. Today, olive powers industry-leading direct channel performance for leading independent hotels. A former hotelier with deep operational roots, Eric brings a guest-first lens and bold product vision to an industry long overdue for reinvention.

395 episodes

#Tech #dojo.live

The Guest-Obsessed Hotelier: Personalization, Data, and the Power of AI

published about a year ago

MP3•Episode home

What does it take to deliver guest-obsessed hospitality in a digital-first world?

395 episodes

#Tech #dojo.live

All episodes

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
Más Reservas, Mejor Tarifa: Revenue Inteligente Para Hoteles Independientes 28:28

6 days ago28:28

28:28

¿Cómo pueden los hoteles independientes aumentar sus ingresos sin sacrificar ocupación? En este episodio de dojo.live, Alfredo Rodríguez Flores, Regional Sales Manager en SiteMinder , comparte cómo los hoteles independientes pueden aumentar sus ingresos sin sacrificar ocupación. Hablamos de la evolución del channel management, el impacto de los errores comunes en la distribución y cómo un RMS ligero puede ayudar a optimizar tarifas de forma sencilla y efectiva. También exploramos tendencias en canales de reserva en México y consejos prácticos para hoteleros que buscan crecer con tecnología accesible. Acerca de Alfredo Rodríguez Impulsado por el poder innovador de la tecnología digital, Alfredo Rodríguez Flores ha construido una carrera enfocada en fomentar el crecimiento y la innovación dentro de marcas líderes, siendo testigo del impacto de soluciones eficientes que empoderan al usuario. Desde que se unió a SiteMinder—la plataforma líder mundial en distribución hotelera y gestión de ingresos—en 2021, tras desempeñar roles clave en las empresas de tecnología hotelera Easy-Rez y OYO, Alfredo ha liderado la rápida expansión de SiteMinder en México y en la región de América Latina. Su profundo conocimiento de las particularidades y dinámicas de cada mercado se ha convertido en un recurso invaluable para los hoteleros locales que buscan competir con éxito en un entorno de huéspedes en constante cambio. ¿Cómo pueden los hoteles independientes aumentar sus ingresos sin sacrificar ocupación? En este episodio de dojo.live, Alfredo Rodríguez Flores, Regional Sales Manager en SiteMinder , comparte cómo los hoteles independientes pueden aumentar sus ingresos sin sacrificar ocupación. Hablamos de la evolución del channel management, el impacto de los errores comunes en la distribución y cómo un RMS ligero puede ayudar a optimizar tarifas de forma sencilla y efectiva. También exploramos tendencias en canales de reserva en México y consejos prácticos para hoteleros que buscan crecer con tecnología accesible. Impulsado por el poder innovador de la tecnología digital, Alfredo Rodríguez Flores ha construido una carrera enfocada en fomentar el crecimiento y la innovación dentro de marcas líderes, siendo testigo del impacto de soluciones eficientes que empoderan al usuario. Desde que se unió a SiteMinder—la plataforma líder mundial en distribución hotelera y gestión de ingresos—en 2021, tras desempeñar roles clave en las empresas de tecnología hotelera Easy-Rez y OYO, Alfredo ha liderado la rápida expansión de SiteMinder en México y en la región de América Latina. Su profundo conocimiento de las particularidades y dinámicas de cada mercado se ha convertido en un recurso invaluable para los hoteleros locales que buscan competir con éxito en un entorno de huéspedes en constante cambio. ¿Quieres conocer más sobre las tendencias que están transformando la industria hotelera? Revisa estos estudios esenciales de SiteMinder: Hotel Booking Trends y Changing Traveller Report . ¡Te sorprenderán los insights! Recursos adicionales ¿Quieres conocer más sobre las tendencias que están transformando la industria hotelera? Revisa estos estudios esenciales de SiteMinder: Hotel Booking Trends y Changing Traveller Report . ¡Te sorprenderán los insights!…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
Unified Data Layers: The Platform for Hospitality's Future 37:01

20 days ago37:01

37:01

How can harnessing data—the ‘new oil’—fuel better bookings, pricing, and operational excellence in hospitality? In this episode of dojo.live, we dive into the power of data-driven hospitality with Binu Mathews, CEO of IDS Next. Binu unpacks why unified data layers are essential to modern hotel operations—fueling everything from smarter pricing and upselling to more impactful AI adoption and direct booking success. Discover how a platform-first approach can unlock operational excellence, improve guest loyalty, and drive long-term business value in a rapidly evolving landscape. Binu , the Director and Chief Executive Officer of IDS Next , stands as the driving force behind the company’s remarkable success. With a career spanning over three decades, Binu has showcased unparalleled expertise, particularly in steering IDS Next to prominence in the Middle East, Africa, and South Asia Pacific, positioning IDS as Asia’s largest hospitality technology enterprise solutions provider. As a seasoned executive, Binu has held leadership positions across industries such as manufacturing, hospitality, and information technology. Before resuming the role of CEO at IDS Next, he served as the President and COO, earning a reputation as a “Change Agent” for driving process changes toward global excellence and innovation. Binu is also part of HTNG T100 – Global technology leaders shaping the next generation of hotels. Binu lives with his family in Bangalore, India, when not traveling around the globe and inspiring the IDS Team and partners to excel at what they do! Read Binu’s Top 10 CRS Technology Trends Revolutionising Hospitality in 2025 on Hospitality Net. Read the article and see what’s next for your hotel tech stack! Read Binu’s Envisioning 2025 in travel and hospitality . Read the Article . About BinuWant to go deeper?…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
From Click or Call to Confirmation: Rethinking the Booking Experience 35:07

25 days ago35:07

35:07

How can embedding the booking engine and reintroducing voice finally tip the scales for direct bookings? In this episode of dojo.live, we welcome back Josh Graham , Head of Marketing Development for North America at Cloudbeds . This conversation explores the future of direct bookings and digital storefront innovation, with a spotlight on Cloudbeds’ embedded booking engine and their AI concierge solution, Engage. From voice-assisted reservations to the power of Google Tag Manager, Josh unpacks how simplifying the guest’s path to purchase—and enabling end-to-end journey tracking without data gaps—is helping hotels dramatically improve conversion and loyalty, while also optimizing marketing performance and user experience more effectively. After 10 years in hotel operations at branded and independent hotels in Washington, D.C., Josh Graham transitioned to technology at TravelClick. Over 13 years, he held a number of senior sales, marketing, and go-to-market roles, working with CRS, Business Intelligence, and e-commerce/digital marketing. In his final role, he served as Regional VP for their guest management/CRM product. Following TravelClick’s acquisition by Amadeus in 2018, Josh joined Revenue Analytics in 2020 to help launch their RMS solution, N2Pricing. After roles at Salesforce in their Travel and Hospitality unit and FLYR for Hospitality, Josh found his home at Cloudbeds. As Head of Market Development for North America, he drives market awareness and introduces Cloudbeds to new hotelier segments. About Josh…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
Booking Beyond Hotels: How Extended Stay is Winning the Future of Direct Business Travel 29:26

26 days ago29:26

29:26

As business and bleisure travel rise, how can extended stay brands capture more direct bookings? In this episode of dojo.live, we explore how business travel is evolving and what that means for the future of extended stay. J.R. Dembiec , Brand President at Reside , shares his journey in hospitality and unpacks how Reside is redefining the space through innovation, flexibility, and partnerships like their recent alignment with Wyndham. We dive into the shifting behaviors of corporate travelers, the rise of “bleisure,” and what travel managers really want in a post-pandemic world. JR also breaks down how Reside’s 3Sixty platform addresses booking complexities and personalization at scale, why ADR doesn’t tell the whole story, and where tech like AI and automation are truly making an impact. Whether you’re a hotelier, housing provider, or travel buyer, this episode is full of insights you can act on today. J.R. Dembiec joined Reside in 2018 and now serves as Brand President. With over 30 years of legal and business experience, he drives strategic growth through partnerships across the hospitality and travel sectors. He also oversees legal functions including governance, compliance, M&A, and risk management. Prior to Reside, J.R. led BridgeStreet Global Hospitality as Managing Director, overseeing operations across the Americas. He has also held senior roles at Realogy, Cendant, and Century 21, and began his career with Borg-Warner Protective Services. He holds a B.S. from James Madison University and a J.D. from Seton Hall University, and is admitted to practice in New Jersey and Washington, D.C. About J.R. Dembiec…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
The Power Behind the Page: How Booking Engines Are Shaping the Future of Hotel Revenue 33:18

27 days ago33:18

33:18

The Power Behind the Page: How Booking Engines Are Shaping the Future of Hotel Revenue May 6th, 2025, 10:00 am PT / Category: Interviews From GenAI to GDS, how can hotels use technology to control their storefront, optimize distribution, and boost direct bookings? In this episode of dojo.live, we explore the future of hotel booking with Mark Lewis-Brown , CEO & President of Zucchetti North America . Mark shares how AI, smarter customization, and seamless channel management are helping hotels take control of their digital storefronts. From dynamic booking engines to simplified distribution, learn what it takes to stand out, drive direct bookings, and deliver a consistent guest experience across every touchpoint. Mark Lewis-Brown is an industry veteran with more than 35 years of experience. At Zucchetti North America, Mark is responsible for overseeing and implementing the commercial and strategic aspects of Zucchetti’s expansion into the North American market. Mark is also involved in key decision-making regarding Zucchetti’s global strategies and in the positioning of the North American branch within the larger organization. Mark began his hospitality career as an owner and operator of boutique properties across the U.S. Over the past 24 years, he has held leadership roles at several top hotel technology companies. His combined experience on both the hotel and vendor sides gives him a rare, well-rounded perspective on the industry—past and present—making him an ideal leader for Zucchetti North America.…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
Vacation Rentals Reimagined: The Direct Booking Edge in Short-Term Stays 37:31

5 weeks ago37:31

37:31

What do short-term rental owners need to know about direct booking and how is it shaping the future of travel tech? Eric Goldreyer is an established 25+ year leader in travel and hospitality. He is the CEO and owner of Savvy (previously bnbfinder) – the book direct marketplace for professionally run vacation rentals, bed and breakfasts, inns, and boutique hotels – without service fees. Previously, Eric co-founded TurnKey Vacation Rentals, which became North America’s second largest property management company, acquired by Vacasa in 2021. In 1995, he founded Bedandbreakfast.com, growing it into the world’s largest online B&B directory, acquired by HomeAway (now VRBO) in 2010.…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
The Guest-Obsessed Hotelier: Personalization, Data, and the Power of AI 42:28

5 weeks ago42:28

42:28

What does it take to deliver guest-obsessed hospitality in a digital-first world? In this episode of dojo.live, we explore the future of hospitality with Eric Lutz , CEO and Co-Founder of olive . Eric shares what it truly means to be guest-obsessed in today’s digital-first world. From actionable insights to smart automation, we unpack how AI is transforming the guest journey, increasing direct bookings, and building lasting loyalty. You’ll also hear about Eric’s path from hotelier to tech founder—and why putting guests first starts with smarter, more intuitive technology. Eric Lutz is the CEO and Co-Founder of olive, the industry’s first AI-powered Booking Engine redefining the hotel booking experience. He began his career as a Night Auditor in Beverly Hills and most recently led the hotel division at a Los Angeles-based private equity firm. Frustrated by the limitations of current hotel tech, Eric founded olive to bring modern design, intelligence, and personalization to the digital guest journey. Today, olive powers industry-leading direct channel performance for leading independent hotels. A former hotelier with deep operational roots, Eric brings a guest-first lens and bold product vision to an industry long overdue for reinvention.…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
The Direct Booking Blueprint: Personalization & Loyalty with P3’s Phelim Pekaar 32:35

6 weeks ago32:35

32:35

The direct booking equation: How do personalization and loyalty combine to maximize hotel profitability? Phelim Pekaar is the founder and CEO of P3 Hotel Software , a leading provider of online booking engines and guest-facing technology solutions for the hospitality industry. Since founding P3 in 2000, Phelim has grown the company into a global enterprise employing over 40 people and serving hotels worldwide. With extensive experience in software development and project management, he brings a hands-on leadership approach focused on innovation and delivering high-end solutions. Under his guidance, P3 has built its reputation on providing value for money while helping clients maximize their online revenues through strong, lasting partnerships. His passion for continuous learning and innovation drives the company’s ongoing success in the digital hospitality space.…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
Business Travel, Reimagined: The Booking Engine Goes Intelligent 37:30

6 weeks ago37:30

37:30

What does the next generation of business booking engines look like, and how are they solving for speed, spend, and personalization in Asia’s travel market? Varun Sarda brings over a decade of experience in the travel industry, having navigated its many highs and lows. From co-founding an OTA and staying profitable through turbulent times, to launching India’s first free flight cancellation platform and one of the country’s most advanced holiday booking engines, his journey has been driven by a passion for innovation. Today, as Co-Founder of Velocity.travel, Varun is focused on reimagining business travel—building intelligent, personalized booking solutions designed for speed, scale, and the unique needs of the Asian enterprise market. Curious how Velocity.travel is reshaping the future of business travel? Read more about their recent $10M funding round and vision for intelligent booking.…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
Hoteles Rentables: Cómo Vender Servicios Adicionales con Éxito 30:37

8 weeks ago30:37

30:37

¿Qué estrategias implementa tu hotel para aumentar los ingresos y mejorar la experiencia del huésped? Areli Moran se unió a Sabre Hospitality en 2017 y actualmente lidera el equipo de ventas para América Latina y el Caribe como Head of Sales. Con una pasión por desarrollar y mantener relaciones sólidas basadas en la confianza, Areli supervisa las operaciones de ventas en múltiples ubicaciones geográficas, diseñando estrategias efectivas para alcanzar los objetivos establecidos. Con más de 20 años de experiencia en la industria del Turismo, Areli ha desempeñado diversos roles en áreas como Call Center, Distribución, Operación, Comercio Electrónico, Time Share y Ventas Internacionales. Su trayectoria profesional está respaldada por una maestría en Mercadotecnia de la prestigiosa EGADE Business School del Tecnológico de Monterrey.…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
Breaking the Mold: Why Hospitality PMS Needs a New Playbook 36:32

8 weeks ago36:32

36:32

Is the all-in-one vs. hub-and-spoke debate holding hospitality back? Exploring a new way forward for PMS technology. After 10 years in hotel operations at branded and independent hotels in Washington, D.C., Josh Graham transitioned to technology at TravelClick. Over 13 years, he held a number of senior sales, marketing, and go-to-market roles, working with CRS, Business Intelligence, and e-commerce/digital marketing. In his final role, he served as Regional VP for their guest management/CRM product. Following TravelClick’s acquisition by Amadeus in 2018, Josh joined Revenue Analytics in 2020 to help launch their RMS solution, N2Pricing. After roles at Salesforce in their Travel and Hospitality unit and FLYR for Hospitality, Josh found his home at Cloudbeds . As Head of Market Development for North America, he drives market awareness and introduces Cloudbeds to new hotelier segments.…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
Bridging Sectors: Lessons in Hospitality from Hotels to Holiday Parks 35:12

9 weeks ago35:12

35:12

How can holiday parks and hotels learn from each other’s operational strategies to boost efficiency, guest satisfaction, and revenue performance? Siggi Schrot is the Vice President of Sales for the Europe, Middle East, and Africa (EMEA) region at RMS . With extensive experience in hospitality software and a passion for the industry, he collaborates closely with partners across EMEA to drive adoption of the RMS platform and expand its markets presence.…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
Beyond RevPAR: Transforming Hospitality Through Guest-Centric Revenue Strategies 41:45

9 weeks ago41:45

41:45

How can hospitality businesses bridge the 'Aspiration-Reality Gap' to unlock Revenue per Available Guest (RevPAG) and drive profitability beyond room revenue? Terrie O’Hanlon serves as Chief Marketing Officer and is responsible for strategies and programs to support global revenue growth, brand awareness and market leadership for Agilysys . Terrie is a technology marketing veteran having served as Chief Marketing Officer for publicly traded, venture backed and privately held companies in both established and emerging markets across a variety of sectors including enterprise SaaS applications, supply chain, financial ecommerce, retail, healthcare, payments, business intelligence and cybersecurity.…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
PMS: The Heart of the Hospitality Operating Environment 33:36

9 weeks ago33:36

33:36

While the PMS is the heart of your tech, it works even better when connected to the rest of the ecosystem, enabling experiences with data. Jeff Bzdawka , a C-Suite Executive with 30+ years in hospitality technology, excels in innovation, team scaling, and organizational transformation. His leadership roles include President of Hapi , CEO at Knowland, SVP at Hyatt Hotels, and COO of TravelClick, with board positions at Evention and BirchStreet Systems. Additionally, Jeff is currently on AHLA’s HTNG T100 Leadership Team and was recently inducted into HFTP’s International Technology Hall of Fame. Having experienced both the brand side and the technology side of the industry, Jeff shares in this dojo.live episode how he’s seen PMS systems evolve, how we can better leverage PMS data to create memorable guest experiences, and why he believes data is both the differentiator and the enabler in hospitality.…

The dojo.live show / Interviews with Visionaries Shaping Travel Tech

1
Building for Hoteliers: The Art of Simple, Smart PMS Technology 34:28

10 weeks ago34:28