Why Personalized Guest Experiences Matter To Collared Martin Hospitality Hotel Moment podcast

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Why personalized guest experiences matter to Collared Martin Hospitality

3d ago 26:39

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In this episode of Hotel Moment, Karen Stephens, CMO of Revinate, sits down with Steven Rubin, CEO of Collared Martin Hospitality and adjunct professor at NYU, to explore how boutique hotels can merge innovation with empathy to bring back the soul of hospitality. With nearly three decades of experience across hospitality, technology, and strategy, Rubin leads a growing portfolio of distinctive properties in destinations like Martha’s Vineyard, Nantucket, and Jackson Hole, all grounded in his belief that technology should empower, not replace, human connection.

What you'll learn:

The voice channel advantage: How personally calling guests — both dissatisfied and loyal — helps recover relationships, inspire trust, and turn service failures into opportunities for brand advocacy
Data-driven personalization: How Collared Martin Hospitality uses CRM insights to craft bespoke experiences, from curated in-room surprises to destination-inspired storytelling
Technology as an enabler: Why AI and automation should enhance, not replace, genuine human connection in boutique hospitality
Creative use of guest data: Real examples of using Revinate insights to tailor guest experiences beyond standard amenities — like placing a guest’s favorite U2 record in their room or arranging a personalized local experience
Building a culture of empathy: How cultivating open communication, listening, and curiosity empowers staff to deliver authentic, heartfelt service
Integrating technology effectively: Why transparent communication between hoteliers and tech vendors is key to successful system integration and data unification
AI for smaller hotel groups: How emerging tools now allow boutique operators to access data analytics and dashboards once reserved for large hotel brands
Purpose and storytelling in brand culture: How the symbolism behind the “Collared Martin” swallow — representing homecoming and exploration — grounds the company’s mission: Dream to explore, live to inspire

Together, Karen and Steven discuss how hoteliers can leverage AI and CRM data to deliver personalized service at scale, why authentic voice communication remains essential for guest recovery, and how strong culture, storytelling, and purpose-driven leadership create memorable experiences that inspire loyalty and trust in the digital age.

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[08:05] Pick up the phone - Steven emphasizes the importance of direct, personal communication with guests: “Service failures recovered with sincerity and excellence can turn a dissatisfied guest into a loyal advocate.” He personally calls guests identified through Revinate reviews — both those with negative experiences and top advocates — to listen, learn, and rebuild trust. It’s a powerful reminder that the voice channel remains the heart of hospitality.

[10:55] Recovering with sincerity - When a hotel faced an overbooking issue, Steven personally contacted affected guests, listened to their frustrations, and turned a potential failure into a memorable experience. “We got them front-row seats at a brewery concert — they said they felt like rock stars. The cost to us was picking up the phone.” This story captures how genuine empathy and creativity can turn setbacks into brand-defining moments.

[13:28] Personalization beyond the standard amenity - Steven shares how his team used CRM insights to deliver a personalized surprise for a VIP guest: “We found out this guest loved U2’s favorite song and had that record waiting on the Victrola player in their room.” That small detail, inspired by the hotel’s Faraway brand muse, led to the guest personally thanking the GM and declaring they’d “call Bono.” It’s personalization elevated through storytelling.

[15:54] Culture, symbolism, and mission-driven leadership - Steven explains how his company culture is rooted in open communication, empathy, and symbolism: “We have a strong mission and vision — Dream to explore, live to inspire — that connects every property and team member.” This grounding in purpose, he says, ensures consistency across locations while fostering a sense of belonging and pride among staff.

[19:58] The ‘Homecoming’ principle - “The Collared Martin swallow symbolizes homecoming — sailors knew they were close to land when they saw one.” Steven reveals the inspiration behind his company’s name and brand identity, representing exploration, return, and connection — the essence of true hospitality.

[20:18] The future of boutique hotels - Looking ahead, Steven predicts a new era of democratized data and AI-driven empowerment:“ AI now allows boutique hotels to build data dashboards once reserved for major brands — but the key is using it to enhance human connection.” He reminds hoteliers that the future of hospitality belongs to those who pair smart technology with authentic service.

Chapters:

00:00 - The call to bring back the soul of hospitality

03:36 - Teaching technology at NYU

04:37 - Launching Collared Martin Hospitality

06:08 - Boutique hotels and destination storytelling

08:05 - Picking up the phone: human connection through voice

10:55 - Recovering service failures with sincerity

13:28 - Personalization beyond standard amenities

15:24 - How AI enhances human service

15:54 - Building culture rooted in mission and symbolism

19:58 - The “Homecoming” story of Collared Martin

20:18 - The future of boutique hotels and data empowerment

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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.
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