Why the first 10 seconds make or break a guest's stay

Episode notes

In this episode of Hotel Moment, Karen Stephens, CMO of Revinate, sits down with Andrew Shepherd, General Manager of Resorts at The Malcolm Hotel in Canmore, Alberta. Drawing on more than 25 years leading luxury hotels, resorts, and casinos, Andrew brings deep operational perspective shaped by starting in hospitality at age 14 and managing luxury destinations in the Canadian Rockies. Andrew explores how modern luxury resorts can combine traditional architecture with modern technology to deliver personalized guest experiences. He breaks down why operational excellence relies on human observation, how CRM data should drive authentic touchpoints rather than form emails, and why investing directly in staff housing protects hotel culture.

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