Real hotel stories. Each week on Hotelier Huddle, Shannon Knapp, CHIA, and seasoned hotel consultant, talks with global hospitality leaders to unpack how the best hotel teams succeed. It's advice for new hotelier tribe members and inspiration for those who've become a bit dusty. Whether you're running your own property or building a career, you'll find insights to help you thrive.
Want to improve your hotel team’s revenue management and commercial acumen? Visit www.sknappconsulting.com
Hotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger.
Hotel Sales Skills that Fill Planes: Matthew Borger
From selling room nights to filling planes, Matt Borger has spent over two decades navigating the commercial side of hospitality and aviation — from Business Development Manager roles at Mantra and Seville, to Director of Leisure Sales at Mirvac, to his current role as Airlines and Partnership Manager for Newcastle Airport and Chairperson of Destination Port Stephens.
Shannon and Matt unpack why convincing an airline to launch a new route is a harder sell than convincing a corporate client to book a hundred room nights, dig into the age-old sales-versus-revenue-management tension, and explore why emotional intelligence matters as much as data. Whether you're a hotelier, a revenue manager, or just curious where hospitality skills can take you, this one's for you.
This episode is released in memory of Shannon Knapp, our host and dear friend. Hotelier Huddle was Shannon's homage to the hotel industry and the people within it who meant the world to her. Rest in peace, Shannon.
Hotelier Huddle is hosted and produced by Shannon Knapp and produced and edited by Heidi Egger. Episodes also available on Apple Podcasts and Spotify.
21 Jun 2026
How to Navigate Career Changes: Stephen Fraser
Curious about how to navigate career changes?
In this episode, Shannon sits down with Stephen Fraser — hospitality veteran, former tech industry leader, and Head of Reservation Services at EVT Connect Hospitality — to talk career pivots, transferable skills, and what it really takes to build a reputation that opens doors. Whether you're in hotels or not, this one's for you.
This episode is released in memory of Shannon Knapp, our host and dear friend. Hotelier Huddle was Shannon's homage to the hotel industry, and the people within it who meant the world to her. We'll never forget you, Shannon.
About Hotelier Huddle:
Hotelier Huddle is the podcast for hospitality professionals who want real conversations about leadership, revenue, and what it takes to thrive in the hotel industry.
Hosted and Produced by Shannon Knapp, CHIA, a 26-year hotel industry veteran and founder of SKNapp Consulting, specialising in revenue optimisation, reservations, and distribution management across APAC.
Produced and edited by Heidi Egger.
19 Apr 2026
Two Habits That Will Change How You Lead | Heidi Gempel
What if two simple habits could change everything about how you lead?
In this episode, Shannon sits down with Heidi Gempel — executive coach, former VP or revenue and distribution management at Minor Hotels, and founder of HGE International to talk leadership, courage, and the habits that separate good leaders from great ones. Whether you're a hotelier or not, this one's for you.
In this episode we cover:
00:00 Introduction
00:50 Heidi's career journey — from Le Méridien to founding HGE International
04:21 Why she made the leap from corporate VP to executive coach
08:14 On taking the entrepreneurial leap — risk, freedom and reward
09:11 The human side of hotel revenue management
10:17 How human bias affects automated revenue forecasting
12:37 Why leaders hide behind data — and how to stop
14:29 The leadership gap AI is making worse
15:25 How technology is changing promotion decisions
16:25 Why revenue managers are still the "rate police" (and how to change that)
21:55 Heidi's 15-minute challenge — two habits every leader needs
22:35 Habit one: ask one good question instead of reacting
23:10 Habit two: reflect on the decisions you're avoiding
27:31 How Heidi defines success now vs. early in her career
29:21 Thinking in seasons, not quarters
31:00 A toast to hoteliers
About Heidi Gempel:
Heidi Gempel is an ICF certified executive coach, certified results coach, strategic facilitator, and trainer, and the founder of HGE International. Heidi works with leaders across the hospitality industry to unlock their potential and build lasting performance.
🔗 HGE International: https://www.hge-international.com/coach-heidi-gempel
About Hotelier Huddle:
Hotelier Huddle is the podcast for hospitality professionals who want real conversations about leadership, revenue, and what it takes to thrive in the hotel industry. Hosted by Shannon Knapp, and produced by Heidi Egger.
Need help developing your hotel team’s revenue management and commercial skills? Visit www.sknappconsulting.com
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