Otelier CAB: Making Connections, Powered by Hospitality

Nearly two decades of traveling for work – canceled flights, missed connections, airport hotel beds – and I still get that special feeling on the way home from a memorable trip, often returning with renewed energy and a slightly shifted perspective. 

I was fortunate last month to be able to attend Otelier’s annual Customer Advisory Board meeting, held at the iconic Pinehurst Resort in one of the most beautiful corners of the United States. Over the course of a few days, about 20 hoteliers – representing many of our top customers – gathered with our team to collaborate, share ideas, and push forward on key initiatives that could shape the future of hotel operations. There were some incredibly smart people in the room, and I felt honored to be in their presence. 

There is certainly such a thing as traveling too much for work, but I’ve never taken for granted the opportunity to experience new places, new cultures, and stay in remarkable hotels. For those of us who work remotely, surrounded by the same four walls most days, getting out on the road and connecting with like-minded individuals can be incredibly energizing. 

There’s simply no replacement for meeting face to face. Hotels play a central role in this, acting as gathering places where colleagues and partners can exchange ideas and strengthen bonds. Increasingly, hotels will lean into this role – continually shifting from a place to sleep to a place where people come together. 

A big "thank you” to the hoteliers who took time out of their incredibly busy schedules to be there. They engaged in real conversations, shared candid feedback about the tools that empower them in their work, and shared success stories with their peers.  

During the event, I sat down with three customers for one-on-one conversations on camera and came away with a good sense of what matters most in hotel operations today. 

Ed Nickelson, VP of Technology at Pinehurst Resort, reminded me that every person in a hotel – whether front-line staff or VP of IT – is most successful when they embody the spirit of hospitality. Ed’s perspective is a reminder that no matter how technical things can get, at the end of the day, success comes from putting the guest first. 

Todd Wood, VP of Global Applications at Mandarin Oriental, had a fascinating perspective on building a data-driven culture. While Mandarin is renowned for its culture of innovation and data-driven hospitality, Todd admits we are still only scratching the surface and that plenty of opportunity lies ahead. 

Joseph Klam – who had a wealth of knowledge to share from his days leading Finance at Remington, Highgate, Hersha, Interstate, and Millenium – spoke about the importance of everyone in a hotel understanding a P&L. He sparked the notion that each individual decision, no matter how small, contributes to company success. 

Conversations like these matter so much. In Marketing, it’s easy to get caught in the weeds developing materials proven to elicit responses. But there’s no substitute for meeting face-to-face with customers, asking as many questions as possible, and listening carefully.  

There's also tremendous value in simply getting to know people – sharing a flight of beers at Pinehurst Brewing Company or slightly embarrassing yourself on the golf course. Asking people about their property and their teams, but also about their families, their commute, and trips that created their best memories. Simply connecting. 

After nearly 20 years of learning and writing about the most forward-thinking people in hospitality, I remain grateful to be part of this industry. Every time I meet hoteliers in person, I’m reminded of their generosity, openness, and willingness to share knowledge. It’s a community defined by hospitality in every sense of the word.