In this week’s episode of the Hotel Moment podcast, Kurt Bjorkman, Chief Operating Officer at The Ranch at Laguna Beach, joins Revinate CMO Karen Stephens to challenge hoteliers to do a double-take when it comes to assessing the value of their hotel amenities.
Kurt explains that while hoteliers can boast the best amenities in the world, if they fail to market them intelligently and communicate their value throughout the guest journey, then they miss out on facilitating memorable guest experiences. As an independent hotelier, The Ranch at Laguna Beach is thriving when it comes to its unique hotel offerings — tapping into the local community and creating intention behind every experience, which Kurt believes keep guests coming back.
Tune in to learn how to make the most of your hotel’s amenities to drive ancillary revenue and remind guests that an experience at your hotel is one of a kind.
Meet your host
As Chief Marketing Officer at Revinate, Karen Stephens is focused on driving long-term growth by building Revinate’s brand equity, product marketing, and customer acquisition strategies. Her deep connections with hospitality industry leaders play a key role in crafting strategic partnerships.
Karen is also the host of The Hotel Moment Podcast, where she interviews top players in the hospitality industry. Karen has been with Revinate for over 11 years, leading Revinate’s global GTM teams. Her most recent transition was from Chief Revenue Officer, where she led the team in their highest booking quarter to date in Q4 2023.
Karen has more than 25 years of expertise in global hospitality technology and online distribution — including managing global accounts in travel and hospitality organizations such as Travelocity and lastminute.com
Connect with Karen
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Transcript
Kurt Bjorkman – 00:00:00: Experiential opportunities for your guests are paramount. Design, food and beverage service — all those things are really important, but what is really resonating with guests, and I think for the right reasons, are the opportunities to experience something in the local community that they couldn’t do at home.
Intro – 00:00:24: Welcome to the Hotel Moment podcast presented by Revinate, the podcast where we discuss how hotel technology shapes every moment of the hotelier’s experience. Tune in as we explore the cutting-edge technology transforming the hospitality industry and hear from experts and visionaries shaping the future of guest experiences. Whether you’re a hotelier or a tech enthusiast, you’re in the right place. Let’s dive in and discover how we can elevate the art of hospitality together.
Karen Stephens – 00:00:55: Hello, and welcome to the Hotel Moment Podcast. I’m your host, Karen Stephens, the Chief Marketing Officer of Revinate. And today we are thrilled to have Kurt Bjorkman, the Chief Operating Officer at The Ranch at Laguna Beach. With over three decades of experience in hospitality, Kurt has led The Ranch to become a standout independent resort by focusing on guest experiences, sustainability, and community engagement. His expertise spans everything from luxury resorts to boutique operations, and his passion for combining innovation with environmental stewardship makes him a true leader in the hospitality industry. In this episode, we’ll dive into the future of hospitality and how Kurt is transforming the guest experience at The Ranch. You won’t want to miss his insights, particularly when it comes to sustainability. So I’ve asked a lot of hoteliers over the years what they do to encourage sustainability on property. And I have to say that Kurt and his team go farther than anyone I’ve ever talked to before. So please listen up for that. And if you enjoy conversations like this, make sure you subscribe to The Hotel Moment wherever you get your podcasts. And if you’re watching on YouTube, be sure to hit the follow button so you never miss an episode. And here you go. I give you Kurt from The Ranch at Laguna Beach. Hi, Kurt. Welcome to the podcast.
Kurt Bjorkman – 00:02:08: Good morning. How are you?
Karen Stephens – 00:02:09: I’m doing great. You know, before we jumped on this recording, I had a look at your property. So my comment to you is, how are you doing? Because, I mean, The Ranch at Laguna Beach, let’s just start by talking a little bit about the property where you’re the Chief Operating Officer.
Kurt Bjorkman – 00:02:25: Sure. So we’re in Laguna Beach, California. And for those of you who don’t know or maybe didn’t watch the TV show years ago, it’s in the southern part of California — kind of one of the small little beach communities about 60 miles north of San Diego and 60 miles south of Los Angeles. So we’re in Orange County, California. And I always like to point out that Orange County is not Los Angeles. Nothing against LA, worked there, loved there, my son was born there. But, Orange County is different. Coastal Orange County is different from the rest of Orange County. So Laguna Beach is a tiny little town of only 26,000, maybe less, full-time residents. Seven miles of coastline, which is mostly coves. There’s all these amazing coves that actually have federally protected monument status. And along our coastline is also the Marine Protected Zone, just like the Monterey Bay has that kind of famous protected area. Ours is the same exact protection. So no fishing, no taking it out of that area. The ocean is incredibly beautiful here. And in our property, in Laguna Beach, it’s kind of like a long, narrow strip along the coast. So about seven miles long. We’re at the southern part of that, and we’re tucked inside a canyon. So again, our topography of this area is very hilly. The hills go right up against the ocean. And so our property is kind of at where the canyon meets the sea. We’re not on the ocean. We’re kind of just right about 300 yards away from the beach on the east side of Pacific Coast Highway. And we tuck back inside this massive canyon. It has 600-foot tall walls that just kind of jut out. So if you visit our website, you’ll see there’s some great photos there. Our hero shot kind of gives an idea of what it’s like. But it is one of those places that you really can’t imagine what it’s like until you’re here. I don’t want to compare myself to the Grand Canyon, but it’s kind of like that. You get here, and you’re like, ‘Oh, okay, I get it, this is special.’
Karen Stephens – 00:04:24: Wow, that does sound really special. And it’s an independent hotel. It’s important to note.
Kurt Bjorkman – 00:04:28: 100% independent. We’re kind of locally owned, for sure. Locally operated. I’m local, and I’ve been here for going on 14 years. So I got to be part of, kind of the reimagining of this property, going from an older, unrenovated property to what we are today.
Karen Stephens – 00:04:47: Wow, that is very cool. Well, I definitely want to dive in. I know you have a lot of experience with independent hotels, and consulting, and also with brands. I mean, it should be noted you’ve worked for Fairmont, Joie de Vivre, a bunch of different brands. But you got into your career in hospitality, I read, from scuba diving. So it must be cool for you to be on that part. I’m interested, can you dive where you are now in Newport, or is that protected too? I’m just curious.
Kurt Bjorkman – 00:05:12: Oh, no, you can dive here. Some of the best diving, in my opinion, this is where I learned to scuba dive. So of all places, I was going to school in Flagstaff, Arizona. And at NAU, one of the elected classes, was a scuba diving class, of all things, in the mountains of Arizona. But it got me really interested in being in the ocean. Because I grew up at the ocean. I grew up in Central California, in a little town called Los Osos, which is near San Luis Obispo. So lots of beautiful, the water’s colder there, but really fell in love with tide pools and being in the water there. And then when I went to college, I just kind of chased that through the scuba certification. And then that got me really inspired career-wise. So I became a scuba instructor. So through Patty, became an instructor, went to school here in Orange County, California. There’s a special scuba instructor school. It’s not there anymore in Santa Ana. It was an amazing experience. And dove all the coves where I live now here. I just — all these different places. And so scuba diving here, if you’re a diver, or I do more snorkeling, skin diving now, it’s kind of free diving, all the equipment. It’s just, you know, it’s a lot easier just to get in the water. And I find it a little more peaceful because the sea life. Yeah, they’re not scared of the bubbles and all that stuff, but getting that scuba certification got me on my first real job in hospitality, which is on cruise lines. So I started working for Norwegian Cruise Lines based out of Miami, Florida. And I was on board those ships for three years, including a small stent working on their private island, taking people out on water sports tours, everything. It’s kind of hard to explain what a person on board a ship does, because I’m part of that, I was a part of the cruise staff and dive-in staff. So you do everything, you do everything from holding doors open at night for the midnight buffet to teaching line dancing, to doing yards of ale contests, to taking people out on snorkeling tours in St. Martin. So it’s a kind of a mixed bag, but that was, that got me out of my comfort zone from being kind of a shy, kind of, not a talkative person to just, I have no fear in front of crowds anymore. So, it’s either going to, you know, it will crush you or inspire you. And luckily it didn’t crush me.
Karen Stephens – 00:07:22: Wow, absolutely. So that is so cool. What a great way to get into hospitality. And I’m a scuba diver myself. So I’m just thinking you must be in heaven. I mean, obviously, you’ve been there for 14 years. So that’s like the perfect combination of hospitality and what you love to do. And I know the property itself, it places a strong emphasis on experiences and amenities beyond just the room. So it’s obviously a very beautiful, well-appointed hotel, but how have you expanded your approach to revenue generation by capitalizing on those ancillary opportunities? So it’s obviously a beautiful place. How do you think experience is and then put your COO hat on with that?
Kurt Bjorkman – 00:07:57: Yeah, I’m going to surprise anyone, or anyone in this industry now knows that experiential opportunities for your guests are paramount, design, food, and beverage, service, all those things are really important. But what is really resonating with guests, and I think for the right reasons, are the opportunities to experience something in the local community that they couldn’t do at home or just something they maybe aspirationally have wanted to. So maybe they come from a non-oceanfront state, and they want to kayak, or paddleboard in a cove, and see dolphins, and maybe even whales. Or they want to learn how to surf. Or they want to spend time doing something in a local community, arts-wise, or shaping your own surfboard, whatever it is. So we’ve worked really hard to create experiences that are kind of uniquely local to our area and also achievable. So you can have some experiences like, yeah, you can mountain bike down some of the most difficult trails near the beach. I can set that up, but you probably won’t walk away from that. But if you’re a real mountain biker, heads up. You can do that. We can arrange it. But the experiences we want are enjoyable, memorable, something you’ll write home about, take pictures, post, get excited about, inspire you to maybe pursue it a little further. And then we make them easy to book. So I think that’s the most important thing, especially for a small independent property like me. Having the right tools at our disposal for somebody to be able to book that as easy as they could book something on, say, you know, a different platform that’s not hotel-related. People are very used to just pushing a button, and it delivers whatever they want to their door. And so we’ve gotten pretty close to that through some technology.
Karen Stephens – 00:09:43: Let’s talk a little bit about the guest journey. So how do you inform guests from the very jump, once they’ve made the booking, how do you inform them what services, amenities, experiences are available? And then how do you make sure that they get all the way down to the booking funnel? So what do you use on your side?
Kurt Bjorkman – 00:09:58: Well, we have a lot of tools. And one of the things that we really try hard, and this is just from my experience, is not to overload ourselves with too much of a tech stack that makes it complicated for our team and also confusing for our guests. But our funnel, so to speak, starts hopefully before they even know about us. So our sales team and our marketing team, we’re out there pushing our brand all over the world through physical shows to online presence to social media and telling stories and visual stories. So the kind of that and then, of course, we’re going to do all the cool stuff that you guys help us do, and really find the right consumer, and then make ourselves known to them digitally, when they’re out there looking around. Maybe they’re like, ‘Oh, I want to look at the ocean, or I’m whale watching.’ We might show up in an ad or pop up there. And so when they start to think about where they want to go for vacation and be top of their mind come up. Or as they start looking online, hopefully we’re going to show up there organically, and also through our SEO kind of tactics. And then once we get them online, though, once they get to our website, then we get even more information from them. And we’re able to kind of gather some data. And then where they go on our website, we’re watching that. We’re seeing how much time they’re spending on what page, and really trying to really meet them where they are. And we’re learning more on that. Our website — we’re moving towards dynamic functionalities on our website. We’re not there yet. But really, if we see somebody spending time on their spa side, then the marketing will be spa-centered. Or if they’re looking at golf, it’s going to be golf-centered. But right now, if we get them in that booking kind of funnel, they hit our booking engine, nd if they don’t book, we can still follow them. But if once we get them there, then we send them a lot of communication. So we send them their booking, like, ‘Thank you for booking. Here’s your confirmation.’ Then we send them a couple emails along the way, prior to arrival. So they’ll get a pre-stay arrival — kind of the nuts and bolts of what it’s like to stay here. And then they’ll get one that’s more of an experiential. “Here’s what you can do when you’re here from the experiences, to dining, to the spa, to golf, and the local area.” And giving them all those opportunities. And then hopefully along that journey, they also sign up for a newsletter. So our newsletter goes out every month. And that is for us, you guys have helped us so much there with that. The technology is just incredible and the functionality, the customization. But one thing we’ve learned is to truly be very, since we’re an independent property, we’re small. I can’t compete with the big boys when it comes to getting a massive message out. So rather than try to, just throw a lot of snowballs at the same target. We try to be really, really authentic with our emails. And I don’t know if you’ve read some of our emails, but I write the intro. So it’s not a marketing intro. It’s Kurt’s intro. It’s from me, and everyone knows it’s from me, and they get a little whimsical and a little poetic, but it’s resonated. Our open rates have gone up dramatically And I’m not saying I’m some sort of amazing writer, but if people know if this is a real place, there’s a real person there that represents a real team. So really, I talk a lot about our people, about the Canyon, about the local area, and experiences. And so far that’s resonated really well. And I kind of agonize over having to write those every month because of the pressures on, but it really works. And so that journey really is getting to know that customer, that guest, future guests, whether they’re going to stay with us or not, but really letting them know we’re here for them. We’re going to engage with them. And then often if we have their phone number, we will pre-call that guest as well. So we’re small enough to where we’re able to have one of our front office team members pre-call a guest, and then make sure because not everyone reads emails, not everyone reads all the information. Is it confirming things, making sure they have everything they need, arranging transportation, arranging tours, dining reservations, whatever it is? Those are the old-school nuts and bolts that can’t go away from hospitality. Got to have that actual physical touch on top of the technology.
Karen Stephens – 00:14:10: Absolutely. There’s so much to unpack there. So I want to hit on a couple of things that you said. First of all, I firmly believe the reason that people are opening up your emails is authenticity. So I think this is something that we’re hearing a lot in hospitality. And I think it’s coming on even more, perhaps, because people are aware that there are now a lot of chatbots, and a lot of ChatGPT, and a lot of ways to write things. But I can promise you that the authenticity of how much you love that property, and what it provides for guests is why people engage with that. So I think that’s important for people to resonate with. The other thing I wanted to pick up on was I think the move to get a dynamic website or to understand, to have the data to understand what resonates with me. I’m a diver. I like the spa. I don’t have kids. How are you going to communicate with me that’s different than someone who’s an avid golfer with a family? So it’s huge. And, you know, I think the other thing that you hit on because you’re an independent hotel — but wow, how fantastic that where you sit, where the hotel is, allows you so many of those experiences. So can you talk a little bit more about what are the key benefits of focusing on community-driven experiences, and locally inspired amenities to differentiate The Ranch from other resorts in the area? So how do you focus on that?
Kurt Bjorkman – 00:15:32: I mean, for us, if you get to know us, you’ll notice our location and our property. We’re really fortunate. So I’m super fortunate. I understand, like, I’ve got 87 acres. I’ve got a half-acre farm. I’m across the street from the ocean. We’ve got a cafe on the beach at the ocean. I’ve got another cafe a couple miles down the road on the beach as well. So we’re really fortunate that, you know, I don’t work in a box in a city. So given that, I want to make sure everyone knows. I understand that sometimes your location does afford you benefits that other properties can’t. But what I will say is that connecting with these experiences with your local communit —, anyone can do that anywhere. It doesn’t matter where you live. There are unique, amazing stories in any community. And most of the time, the people that are part of those stories are willing to engage with you in some way. And it’s not always easy to find somebody who you can rely on. But most of the time, you can find somebody who, you know, whether if you live in a mountain community, somebody who’s great at trail kind of like advice, or mountaineering. Or if you live in a city. Or maybe you’re just you live in a community where you don’t think there’s much around you. I promise there is. You just got to get to know your local community, and talk to people and engage with them. Where I really got inspired by how powerful this was, was I went to a property in Ireland pre-COVID. And it’s on the west coast of Ireland. I won’t mention the property, but it’s an amazing property. Historic. But they created these, uniquely local experiences. And it wasn’t just the classic Irish experiences of go to a brewery, go to a distillery, go to a pub. People making musical instruments that have been made there in that area for like 700 years. And in the same house that these machines, like shillelaghs, and different things were being made, or pottery, or somebody who writes poetry for the local newspaper will teach you how to write poetry. It was unbelievable. And then they curate these experiences. But what really blew me away was that you just didn’t go there and learn about it. You had lunch with the person that you were going to spend the day with. So you’d go to their home. You would meet them, talk to them, get to know them actually very personally. A lot of people who went on these experiences, I spoke to became, very good friends with these amazing characters in kind of the middle of nowhere, Western Ireland. And you go home and you just like, “Holy cow, this changed my life kind of in a way.” And so you come home to Laguna Beach, you’re like, “Well, how can I do that?” You know, I don’t have a village that’s 700 years old with all that history, but I do have history. I do have a lot of amazing things. We’re here where the fiberglass surfboard was invented in Laguna Beach. We happen to know the same company that started that. So you can actually shape a surfboard with that company and spend time with Gary Larson, who’s this shaper for Hobie Surfboards. So we’re really looking for that, you know, whether it’s plein air painting, surfboard, pottery, glass blowing, things that are unique to our area to experiential stuff like whale watching, you know, that kind of exciting tour stuff as well.
Karen Stephens – 00:18:50: So, you know what? Please name the property. And in Ireland, I think our listeners would love to know. We’re happy to give a shout-out.
Kurt Bjorkman – 00:18:56: So Ashford Castle is, and this is not a paid advertisement, but hey, if you’re listening, I love you guys. So part of Red Carnation Hotels is an amazing company. Ashford Castle used to be the Guinness Estate, and now it’s a five-star property near about a half hour or so outside Galway. It’s a magical, magical place. If you have the opportunity to go there, go there.
Karen Stephens – 00:19:19: You know what? A friend of mine that I used to work with in London, Suzie of Red Carnation.
Kurt Bjorkman – 00:19:23: I know Suzie. Hello to Suzie. Yes!
Karen Stephens – 00:19:26: Shout out to Ashford. That’s wonderful. That’s great. Okay, cool. So given your background as a dive instructor that we talked about, you clearly have a passion for the environment. So how has your personal commitment to sustainability shaped the direction at The Ranch at Laguna Beach?
Kurt Bjorkman – 00:19:42: That’s a great question. So I give a little context. So this property was built in 1962. The golf course was built in 1950, but the hotel was built in 1962. Kind of languished for decades under a couple different owners. But then our current owner came in about 10 years ago, and we re-envisioned the property. And that’s when the whole adventure really started, shutting down for two years —- completely restoring the property. That group, headed by one individual, really grew up in Laguna Beach — very environmentally minded. Not an environmentalist. But you can’t grow up in this community — itt’d be like growing up in Yellowstone and not caring about the natural environment, you know? So really, you’re in this incredible environment. So you just look around, and you’re like, ‘Yeah, I want this to stay the same way’. And so kind of the conversation was, “Hey, as we re-envision the property, we restore it, we start telling our new story, rebranding, re-imagining who we are. Let’s make sure we’re sustainable.” And at the time, we didn’t really know what that was. I was kind of like, ‘Okay, well, we’ll recycle.’ And then I really started with recycling. I started with, ‘Okay, well, we’ll recycle our bottles.’ Well, everybody does that. We’ll recycle and try to reuse things. But as we, you know, I love to read, I love to go online and do a lot of research and find different stories. And I think one of the things that inspired us early on really ignited our passion for sustainability and regenerative hospitality, which not to really brag, but I think one of the leaders in the independent hotel space doing this. There was a little article and a random, I can’t remember the publication, about a New Zealand company that made these machines that crush bottles and then sifted them into fine sand. And so it’s just really late. And they did it in New Zealand because of beach erosion. And they’re having issues with like everyone, like with the beach, with the sand washing away. And then I started reading articles about sand, and what a big issue sand is environmentally, which I had no idea. It’s the second most used natural resource in the world. And so I started reading articles about sand and outside of water. So it’s air, water, sand. So imagine that because everything, I mean, you and I right now in what you see in your screen is probably about 15 pounds of sand, and the stuff that we just looking at from the glass in your glasses to the picture frame to cement that we’re sitting on. So I got to know, anyway, I nerded out on sand way too much. But this little company called Expleco International out of New Zealand, they had this system where they were putting them in bars, and the bartenders would take your bottle after you finished drinking, and put it in this machine, crush it into sand, and then they would take it to the beaches and replenish sand on the beaches. So I got really interested in that just because it looked fun. And I called them, and they said, ‘Well, we’re not distributing in the United States yet, but when we do, we’ll call you.’ And then a couple of years later, out of the blue, they called me and said, ‘Hey, we have a distributor and would you like to be the first company in the continental United States to have one of these systems?’ And I’m like, “Yeah, absolutely!” I had no idea what I was getting into, but I just said yes, and just jumped at it. So flash forward to today and all our, so it’s a really simple system. Anyone who wants to know more about it, it’s called Expleco International. You can go on our website, you can find all about it. But now today, so we have a golf course with sand bunkers and that sand for those golf course bunkers is expensive. And it’s also comes from problematic sources. So we don’t have to buy sand anymore for our golf course bunkers. We create just through bottles that are consumed on property. We put them through this little glass crushing system, and there’s two machines, one that crushes it and one that sifts it and puts it into the fine sand product. So we create 70 tons of sand a year, maybe even a little more. After COVID it went up because people started drinking a lot more after COVID. So all of our sand is from bottles that are kept on property. So what it did is with that thing, that kind of opened the door to investigative tactics with sustainable practices. So what does it really mean to recycle? What does it really mean to reuse? And so the sand project, which, you know, and again, if you want to know more about it, contact me, I’ll tell you everything more than you want to know about sand. But what that did is that kind of inspired this new way of thinking about what is sustainability, and how do we really do things without falling into the trap of greenwashing, or things that may or may not make a difference.
Karen Stephens – 00:24:17: I have to say, I’ve asked a lot of hoteliers about sustainability, and I always love the answers. That is the most robust answer I’ve ever gotten. It’s like sand to glass to sand. And I can go out to the golf course and see it, and I love it. And I think we all have a responsibility to do the best we can. And I think particularly sitting right next to the ocean, when we think about the plastics, like where all of that stuff ends up. So, Kurt, to close, after a successful career in the industry, or you’re currently in one, what do you find most rewarding about the work you do today? And what legacy would you like to leave for the next generation of hospitality leaders?
Kurt Bjorkman – 00:24:55: It’s a big question, but it’s super simple for me. So we’re a small property. I have the title COO, but I’m on the floor. I’m walking around. I’m not in an office building. But what really inspires me is talking to our guests. That’s what really gets me. My kind of creative juice is flowing. My — if I’m having a bad day and I just, all I have to do is stand outside at the entrance. I tell you, I can do that. If that was my full-time job, that would make me super happy. Just the greeter. Just let me be the greeter at the property welcoming people in. Maybe that would be my golden years, retirement plain, is just park me in front of the hotel. Let me talk to people as they walk in and out. But I have to tell you, you know, just engaging with people is so meaningful and so important to me. And I think that’s what this business is all about. You know, we’re providing the service, obviously, but what separates those properties that people find. Having that kind of conversation with somebody, even if it’s for like two minutes, it’s just really amazing. And then my legacy is to, honestly, I want to inspire other people to be in this business. That’s if I do anything, it’s inspiring the younger generation to really look at this business as a viable career. And if I’ve had any impact in that, that makes me very happy. I have a couple of personal examples of people who I was a small part in where they are at today, whether, you know, they work for me or we inspired each other. And now they’re in an amazing position. But I also want to inspire people to get in this career with you don’t have to be the CEO or the general manager of a hotel to have an exceptional career in this business. You know, I mentioned Ashford Castle a little while ago. I can’t remember his name, but one of the front-of-house team members just celebrated 50 years at that property. And that like, what better career is that to have lived in a place where you’re not running the show, but you have had such a fulfilling, amazing career. And I just promise people like, hey, the carrot and stick kind of thing of getting this business because someday you’ll be the boss. That only works for so many people because there are only so many boss opportunities. Most of the opportunities are line-level. And I can tell you some of the happiest people I know are fine dining servers, concierge, front desk agents, longtime housekeepers, and room attendants. Some of these people are happiest people I know who have just found a way and everyone’s situation is different. And I’m not saying you shouldn’t pursue ways to make yourself, you know, kind of move up in the business, but you don’t have to in this business. Like it’s a great business to be part of at any level, whether it’s for a year or two years or your whole career. That’s what- But if anything, I can inspire people to get in this business and pursue it in any way possible.
Karen Stephens – 00:27:44: You know what? That is a great way. We’ll leave it there, Kurt. Authentic, meaningful experiences is what came into my mind while you were talking there. And I think that’s it. That’s why we love hospitality. That’s why we get in it. And that’s why we stay in it. So it’s been a massive pleasure.
Kurt Bjorkman – 00:27:58: Either that or we had a little bit of a problem.
Karen Stephens – 00:28:01: It’s kind of a good problem, if you ask me. Thank you, Kurt. It’s been a pleasure to have you.
Kurt Bjorkman – 00:28:07: Thank you.
Outro – 00:28:12: Thank you for joining us on this episode of Hotel Moment by Revinate. Our community of hoteliers is growing every week, and each guest we speak to is tackling industry challenges with the innovation and flexibility that our industry demands. If you enjoyed today’s episode, don’t forget to subscribe, rate, and leave a review. And if you’re listening on YouTube, please like the video and subscribe for more content. For more information, head to revinate.com/hotelmomentpodcast. Until next time, keep innovating.
