The Turndown: The Podcast for Hoteliers

Hotels are rethinking almost everything: technology, revenue management, distribution, AI, and how they compete for demand. But Caryl Helsel, Founder and CEO of Dragonfly Strategists, believes the industry cannot afford to lose one thing in the process: hospitality itself.

In this episode of The Turndown, Caryl joins Sébastien Leitner to discuss:

• Why hotels invest in new techno...

Jason Edwards, Director of Hospitality & Advisory Services at Première Advisory Group, has spent more than two decades in hospitality and 15 years in project management, leading technology integrations, revenue initiatives, and complex hotel transitions.

In this episode of The Turndown, Jason looks at what happens after a hotel decides to change its technology. From getting oper...

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 r...

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 ho...

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 s...

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 facin...

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...

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 ab...

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 w...

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, ...

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 l...

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 hospitali...

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 leve...

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 lik...

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 c...

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...

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 hos...

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 bal...

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 collaborati...