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Recapping Black Friday, the guest experience, and “Dis-loyalty”

Author
Revinate
Published
Wed 18 Dec 2024
Episode Link
https://podcasts.fame.so/e/p8m5q5m8-revinate-recap-episode


In this special episode of Hotel Moment, Karen Stephens reconnects with three industry leaders and previous guests to explore their latest innovations and successes:

  • Aaron Miller, VP of CRM and Digital at Highgate, reveals how preparation and strategic messaging led to a successful Black Friday campaigns across their portfolio of nearly 90 independent hotels worldwide.
  • Shawn Jereb, SVP of Revenue Management & Distribution at Montage International discusses their focus on creating distinctive experiences in the luxury space.
  • Carlo Del Mistro, Chief Digital Officer at Ennismore, shares exciting updates about their "Dis-loyalty" program, which has grown to include over 100 properties across 10 brands and 180+ restaurants globally.

These conversations provide valuable insights into different approaches to guest engagement, loyalty, and revenue generation in today's evolving hospitality landscape.

If you would like to tune in to Aaron, Shawn or Carlo’s previous episodes, please follow the links below.

If you enjoyed this episode, don’t forget to subscribe, rate, and review it on Apple Podcasts and Spotify. Instructions on how to do this are here.

Connect with Aaron Miller here:

Connect with Shawn Jereb here:

Connect with Carlo Del Mistro here:

Connect with Karen here:

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Episode Highlights:

[01:00] Black friday strategy at Highgate - Aaron Miller discusses how early preparation starting in August/September was key to their successful Black Friday campaigns. Aaron explains how Black Friday has evolved into a month-long November event — requiring careful planning and strategic messaging throughout the promotional period.

[7:00] Luxury experience evolution - Shawn Jereb explains Montage International's focus on creating distinctive experiences as a key differentiator in the luxury space. He discusses their approach to maintaining authenticity across different properties while ensuring consistent brand standards.

[11:00] Dis-loyalty program success - Carlo Del Mistro shares how their innovative membership program has expanded globally since its launch in summer 2023. The program's unique approach of offering immediate benefits without points or tiers has successfully encouraged guests to explore multiple brands within the Ennismore portfolio.

Chapters: 

00:00 - Introduction 
01:00 - Aaron Miller on Black Friday success 
06:00 - Digital marketing strategy at Highgate 
09:00 - Shawn Jereb on luxury evolution 
1700 - Montage's approach to guest experience 
21:00 - Carlo Del Mistro on Dis-loyalty growth 
2700 - Closing thoughts

If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.

If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

  • Innovation in hospitality technology
  • Guest experience transformation
  • Revenue optimization strategies
  • Emerging industry trends

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