004 – Joel Montaniel of SevenRooms – When Away Feels Like Home Only Better

CRM-driven reservation management…

Joel Montaniel (bio), CEO/Co-Founder of SevenRooms (helping hospitality operators make better service easier with a customizable, CRM-integrated reservation book that intimately ties reservations to existing guest profiles and helps hospitality businesses to build new ones) joins Pavan Bahl, Peter Crysdale and Tamara Wood.

Empowering hospitality, a 360-view of each guest, and keeping consistency

Montaniel talks about what brought him from a career in finance to a switch into the tech world, making guests feel at home at hotels, nightclubs, restaurants, and more, about an essential data aggregator that’s helping hospitality groups make informed decisions, and how info on guests was built far more manually in the past. The difference in the sense of experience when different personnel are present. Moving from transaction-based business to understanding the guests at a multi-tier level. The power of integration with POS systems, the ability to access and aggregate data cross multiple brands for a hotel group, giving a 360-degree view of each guest across multiple properties. Making sure a customer is comfortable with info sharing, creating a channel to provide more info, offering up ways for guests to feel more comfortable and what can be done that is amazing for a guest. How proper hospitality feels like a luxury service and great hospitality is free with employees standing there anyway; how to empower them to know more about guests to provide better experience. Hospitality doesn’t just translate to luxury operations. And when SevenRooms started with the nightclub industry, then moved to restaurants, and how nightlife data was previously managed via pieces of paper.

Continue Reading

003 – Bess Chapman of jetBlue Airways – At Home and On Demand in the Sky

In-flight entertainment and connectivity in aviation…

Bess Chapman, Manager of In-Flight Entertainment and Connectivity for jetBlue Airways (bio), joins special hosts Marc Raco, Rob Sanchez and Julie Macalaster (Head of Strategy & Growth at Def Method) on-location at the Millennial 20/20 Summit in New York City.

A place for the latest and greatest, next-gen features, and bringing humanity back to travel

Chapman discusses falling in love with the aviation industry and how the job at jetBlue fell into her lap working at a media agency, what she prefers in on her own in-flight entertainment, what features and controls are necessary, on-demand capability, legroom, looking at the entire realm of what’s possible, wanting to replicate the at-home experience in the sky, enabling dual screening, free hi-speed internet, and making the aircraft a place to see latest and greatest and try new things. How jetBlue is trying to introduce passengers to their new favorite things, easing customer experiences, and defining interiors and next-gen experience for new aircraft. The number one value, making the airlines family-friendly, making features specific to in-flight, creating a next-gen mapping experience, and putting a “jetBlue spin” on everything. Bringing humanity back to traveling, and larger trends in tech and media instead of the same old formulas.

Continue Reading

002 – Christina Grdovic of Travel + Leisure and Food & Wine Magazines – Making Time for Travel Is Better for Humanity

Covering travel, leisure, food and wine with Time, Inc…

Christina Grdovic (bio), Managing Director (overseeing advertising sales and marketing) of Food & Wine and Travel + Leisure Magazines at Time, Inc., join Peter Crysdale (Co-Founder of ReCorp), Pavan Bahl (CEO Open Source Business), and Tamara Wood for the second episode of Travel Is Your Business podcast.

Starting with Time, Inc., new media, and content

Grdovic discusses how she got to know and became involved with Food and Wine and Travel and Leisure, and the scope of the brands, publications and the work. New media, using data and the way it is packaged and sold, analyzing focus on content coverage, the relation to what advertisers need, how research shows people spend more money overall when traveling, and playing in luxury travel.

Continue Reading

001 – Sam Jain of Fareportal and CheapOair – Travel Is His Business

Online Travel Agencies with Fareportal and CheapOair…

Sam Jain (bio), CEO/Founder of Fareportal, CheapOair and OneTravel.com, Board Chairman of Voyager HQ, joins Peter Crysdale (Co-Founder of ReCorp), Pavan Bahl (CEO of Open Source Business), Rob Sanchez (COO of Open Source Business), and Marc Raco (CPO of Open Source Business) for the first episode of Travel Is Your Business podcast.

Taking initiative to fill a gap, customer service, and introducing technology

In one of his few in-depth interviews ever, Jain covers why he started CheapOair to fill a gap in current digital online travel space, and because of the lack large contact center presence. How his background in business-to-business and customer service led to creating a digital online travel agency with a customer service focus, now the only OTA today with a toll free number on every web page, and more than 2,000 travel agents full time.

Turning a 4k debt on AmEx card into a huge business by trying to solve a dysfunction. his “coming to America” story inspired by a family jewelry business, an idea sparked by working a year for no money at a small travel agency, and buying tickets from wholesalers, the two worlds of published fares and consolidated wholesale net traded flights. The impact of Jain introducing technology with simple databases, and pivoting into an ecommerce business. Getting into the business with a model as a flight focused OTA, and providing a great user experience with a three step booking path and strong customer service, going up against four established players, and the complexity of the processes and transactions, such as 80,000 schedule changes per month.

Continue Reading