The Modern Hotelier

How are luxury hotels currently underutilizing guest data, and what opportunities are they missing? In this episode, Steve Carran and David Millili sit down with Josh and Dana Ellis, co-founders of Abra, to explore how AI-powered personalization is transforming the guest experience in hospitality.From luxury hotels in New York City and Maui to building one of hospitality’s most exciting AI startups, Josh and Dana share the story behind Abra and why they believe personalization is the future of guest loyalty. Dana brings firsthand experience from iconic luxury properties including Four Seasons, Peninsula Hotels, and Relais & Châteaux, while Josh combines expertise in AI, consulting, and mindfulness to help hotels unlock the power of guest data.The conversation dives deep into:How hotels can deliver true personalized service at scaleWhy guest data is still one of hospitality’s biggest challengesHow team members—from housekeepers to bartenders—play a critical role in personalizationWhy AI should empower hospitality teams, not replace human connectionThe importance of creating memorable experiences that drive lifelong guest loyaltyJosh and Dana also share behind-the-scenes insights into building Abra inside a live hotel operation, preparing for the HITEC E20X startup pitch competition, and how hotels can create “hospitality magic” through better data and smarter technology.Watch the FULL EPISODE on YouTube: https://youtu.be/7UfjHnd4LwQThis episode is sponsored by Abra HospitalityLinks:Dana on LinkedIn: https://www.linkedin.com/in/danasjaffe/Josh on LinkedIn: https://www.linkedin.com/in/josh-ellis1126/Abra Hospitality: https://abrahospitality.com/For full show notes head to: https://themodernhotelier.com/episode/281Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

In this episode, hosts David Millili and Steve Carran sit down with 2026 NYU SPS Incubator winner and founder of Clairdoc, Bakhtawer Baloch, for a wide-ranging conversation on entrepreneurship, resilience, and building scalable AI solutions in complex industries.From her early entrepreneurial spark selling stickers as a child in Pakistan to studying and building companies in New York, Bakhtawer shares how her journey across consulting, tech, and startups led her to identify a major inefficiency in healthcare billing: insurance claim denials. That insight became the foundation of Clairdoc, an AI-driven platform aimed at reducing administrative friction and improving revenue outcomes for clinics.In this episode, you’ll learn about: How Bakhtawer Baloch went from selling stickers as a child in Pakistan to building a tech startup in New York  The inspiration behind Clairdoc and the problem it solves in healthcare billing and insurance claim denials  Winning the 2026 NYU SPS Incubator and how mentorship shaped her pitch and growth strategy  Why she transitioned from service-based businesses to scalable AI product development  What’s next for Clairdoc as it expands across healthcare systems and specialtiesWatch the FULL EPISODE on YouTube:  https://youtu.be/luuWSO8DfJ8Links:Bakhtawer on LinkedIn: https://www.linkedin.com/in/bakhtawerbaloch/ Clairdoc: https://www.clairdoc.com/For full show notes head to: https://themodernhotelier.com/episode/280Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

In this episode, David and Steve sit down with Carmen Almos, Founder & CEO of Ashburton Hospitality, for a powerful conversation about resilience, entrepreneurship, and the evolving world of hotel ownership and asset management.Carmen shares her remarkable journey—from growing up in South Africa and moving to Tennessee as a teenager, to discovering her passion for hospitality through her family's motel business. She opens up about lessons learned from navigating cultural transitions, surviving the 2008 financial crisis, and finding her way from finance and law aspirations into hotel ownership and asset management.The conversation dives into:What hotel asset managers actually do—and why ownership is one of hospitality’s most influential seatsWhy should hotels use creative strategies to drive revenue and improve guest experiences? The growing tension between hotel owners, operators, and brandsHow AI’s impact on hotel operations and the future of hospitalityPlus, Carmen shares stories about her family's American dream, her father’s motel turnaround strategy, and why she believes self-advocacy is essential for success.Watch the FULL EPISODE on YouTube: https://youtu.be/iDOFWvqSQvYLinks:Carmen on LinkedIn: https://www.linkedin.com/in/carmen-a-581b02183/Ashburton Hospitality: https://www.ashburtonhospitality.com/For full show notes head to: https://themodernhotelier.com/episode/279Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

How does someone go from taking their very first flight after college to becoming the CEO of a world-renowned cruise brand?In this episode, David Millili and Steve Carran sit down with Dondra Ritzenthaler, CEO of Azamara Cruises and recent recipient of the prestigious 2026 CLIA Hall of Fame Cruise Industry Award. From growing up in a small Texas town to becoming one of the most influential leaders in the cruise industry, Dondra shares her inspiring journey, leadership lessons, and passion for hospitality.The conversation starts with a fun lightning round where Dondra reveals her love for football, scuba diving, and even a bucket-list dream of swimming with sharks in Australia. Then, the discussion dives deeper into her career path—from becoming a flight attendant after her very first plane ride to rising through sales and marketing leadership roles before ultimately leading Azamara Cruises.Dondra shares insights into the power of teamwork, why travel advisors are vital to the cruise experience, and what drew her out of retirement to take the helm at Azamara. She also explains how Azamara’s boutique-style cruise experience differs from mega ships, offering destination immersion, longer stays, and authentic cultural experiences around the world.The episode also explores evolving travel trends, the future of cruising, and Dondra’s advice for aspiring leaders—especially women—on embracing bravery over perfection and surrounding yourself with people who elevate your strengths.In this episode, you'll learn: How Dondra’s small-town upbringing shaped her leadership style  The value of teamwork and lifelong learning  What makes Azamara Cruises different from larger cruise lines  Why authenticity and culture are at the heart of memorable guest experiences A fun, insightful conversation filled with leadership wisdom, travel inspiration, and a behind-the-scenes look into the world of luxury cruising.Watch the FULL EPISODE on YouTube: https://youtu.be/TvkEzc3cbdMLinks:Dondra on LinkedIn: https://www.linkedin.com/in/dondra-ritzenthaler-a09158406/Azamara Cruises: https://www.azamara.com/homeFor full show notes head to: https://themodernhotelier.com/episode/278Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.

In this special collaborative episode of The Modern Hotelier, recorded at the Hunter Conference with Josiah McKenzie of Hospitality Daily, we share a compelling conversation with Azim Saju, CEO of ARK Holdings.Azim discusses his multi-faceted role in hospitality—from hotel ownership and third-party management to development, acquisitions, and renovations—and unpacks how culture, financial literacy, and technology are reshaping modern hotel operations.In this episode, you’ll learn: How ARK Holdings operates across management, acquisitions, development, and renovations  Why increasing financial literacy among frontline staff (including housekeepers and breakfast attendants) directly impacts hotel performance and valuation  How teaching team members, the “life cycle of a hotel” improves both business outcomes and personal financial well-being  The critical role of forecasting and labor modeling in driving profitability and long-term asset value  How culture and growth reinforce each other as a competitive advantage at ARK This episode highlights a powerful shift in hospitality: moving from pure cost optimization toward education, empowerment, and long-term value creation.Watch the FULL EPISODE on YouTube: https://youtu.be/qrF6xn9XJIALinks:Azim on LinkedIn: https://www.linkedin.com/in/azimsaju/ ARK Holdings: http://arkhospitality.com/ Josiah on LinkedIn: https://www.linkedin.com/in/josiahmackenzie/For full show notes head to: https://themodernhotelier.com/episode/277Follow on LinkedIn: https://www.linkedin.com/company/the-..Join the conversation on today's episode on The Modern Hotelier LinkedIn pageConnect with Steve and David:Steve: https://www.linkedin.com/in/%F0%9F%8E...David: https://www.linkedin.com/in/david-mil.