Beyond the Booking: Karen Stephens on Human Connection, Hospitality, and the New Era of Travel

mgraziano45
Nov 7
3 min read

A Global Lens on Leadership and Service

Karen Stephens’ path into hospitality wasn’t a straight line, but it’s that winding journey that makes her perspective so refreshing. As Chief Marketing Officer at Revinate, Karen brings a traveler’s heart, a global mindset, and a deep respect for the craft of hospitality to every conversation she has. In this episode, Karen joins Mandi and Amani to share how her international experiences shaped her approach to leadership, guest experience, and technology in the hotel space.

From teaching in Prague after college to visiting luxury safari lodges in Botswana, Karen’s relationship with hospitality has always been personal. She views travel as a way to open minds and forge connections, and believes the people working behind the scenes in hotels and resorts are the unsung heroes of this transformative industry. Her firsthand appreciation for service culture shines through in everything she does.

But Karen’s story isn’t just about adventure, it’s about intentional growth. She talks about how her early days at Revinate in a sales role gave her insight into the day-to-day challenges hoteliers face. Fast forward to now, and she’s leading a global marketing team, amplifying the voices of hotel professionals and finding ways to bring more joy into both the guest and staff experience.

From the Front Desk to the C-Suite: A Leadership Journey

Karen doesn’t shy away from talking about what it means to lead in today’s hospitality landscape. She reflects on her own growth as a leader—particularly how she’s learned to trust her instincts, ask questions, and build teams that reflect a variety of backgrounds and perspectives.

One of her superpowers? Staying curious. Karen shares how listening—to employees, customers, and industry trends—has helped her make better decisions and stay ahead of the curve. Her leadership style is approachable and transparent, which makes her especially effective at navigating change.

She also offers thoughtful insights on marketing within the hospitality space. It’s not just about brand awareness—it’s about storytelling. By sharing the real stories of hospitality professionals, Karen believes companies can build loyalty and authenticity in a crowded market.

And of course, we can’t forget her take on the power of the pre-stay email. For Karen, the guest journey doesn’t begin at check-in—it starts the moment someone books a stay. That’s an opportunity to create anticipation, set the tone, and make the guest feel like they’re already being taken care of.

Hospitality, AI, and the Human Element

When asked about the future of hospitality, Karen strikes a balanced tone. She’s excited about AI, automation, and the efficiencies they can bring, but not at the expense of human connection. Her vision is one where technology supports staff, reduces burnout, and allows hotel teams to spend more time doing what they love: welcoming guests.

She makes the point that hotels can be both high-tech and high-touch, and that the best properties are the ones that find harmony between the two. At the end of the day, she says, it’s about keeping the guest at the center of every decision, and remembering that a warm smile or handwritten note still goes a long way.

Karen also touches on sustainability, mentorship, and the importance of work-life balance in an industry known for its long hours. Her advice for young professionals in hospitality? Stay curious, find mentors, and always keep the joy alive.