#157: Balancing High-Tech & High-Touch Hospitality | with Davis Howatt-Lambert

05/13/25 • 38 min

In this episode, David and Steve sit down with Davis Howatt-Lambert, VP of Marketing at Jonas Hospitality, to unpack how technology and human connection can co-exist in the future of hospitality. Davis shares his career journey from political science to hospitality tech, his love of golf and rock climbing, and how growing up in Edmonton shaped his leadership style.

They explore Jonas Hospitality’s unique "buy and hold" model, the evolution of guest experience through personalization and data, and why CDPs (Customer Data Platforms) might soon outshine CRMs. From AI and automation to personalized spa itineraries and self-service kiosks, Davis breaks down how hotels can enhance efficiency without losing the soul of hospitality.

Tune in to learn:

The real difference between AI hype and AI value in hotels
How Jonas Hospitality is creating a best-of-both-worlds platform
Why personalization isn't a luxury—it’s the new standard
What hotels can do today to set better guest expectations tomorrow

Watch the FULL EPISODE on YouTube: https://youtu.be/5x3NCfFP53Q

This episode is sponsored by Jonas Hospitality: https://www.jonashospitality.com/

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Davis on LinkedIn: https://www.linkedin.com/in/davis-howatt-lambert-a13966a8/

Jonas Hospitality: https://www.jonashospitality.com/

For full show notes head to: https://themodernhotelier.com/episode/157

Follow on LinkedIn: https://www.linkedin.com/company/the-...

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

Tune in to learn:

The real difference between AI hype and AI value in hotels
How Jonas Hospitality is creating a best-of-both-worlds platform
Why personalization isn't a luxury—it’s the new standard
What hotels can do today to set better guest expectations tomorrow

Watch the FULL EPISODE on YouTube: https://youtu.be/5x3NCfFP53Q

This episode is sponsored by Jonas Hospitality: https://www.jonashospitality.com/

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Davis on LinkedIn: https://www.linkedin.com/in/davis-howatt-lambert-a13966a8/

Jonas Hospitality: https://www.jonashospitality.com/

For full show notes head to: https://themodernhotelier.com/episode/157

Follow on LinkedIn: https://www.linkedin.com/company/the-...

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

Previous Episode

#156: How Culture & Creativity Influence Quixote's Menu | with Chef Jose Cepeda

In this episode, we sit down with Jose Cepeda, Executive Chef at Quixote in the LaFayette Hotel, San Diego. Jose shares how his culinary journey began in the kitchens of his grandmother and the streets of Mexico, selling rice pudding to support his family. He opens up about transforming personal hardship into artistic expression on every plate. From perfecting his grandmother’s flan to adding bold global flavours inspired by his travels, Jose reveals how he brings modern creativity to traditional Oaxacan roots. Plus, he talks about his signature dish—the wood-fired branzino—and why every meal is more than food... it’s a piece of his story.

In this episode, we learn about:
• Jose’s family legacy and the powerful story behind his rice pudding
• Why Quixote blends ancient Oaxacan vibes with modern flair
• How he uses flavours from around the world to push culinary boundaries
• And what dish he always orders when dining out

Watch the FULL EPISODE on YouTube: https://youtu.be/X5-lFqQfsms

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Quixote LaFayette Hotel San Diego: https://lafayettehotelsd.com/dining
Jose on LinkedIn: https://www.linkedin.com/in/jose-cepeda-39495b200/

For full show notes head to: https://themodernhotelier.com/episode/156

Follow on LinkedIn: https://www.linkedin.com/company/the-...

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.

Next Episode

#158: What Hotels Can Learn From Chick-fil-A Culture | with Nicholas Lawrence

What makes Chick-fil-A’s hospitality more than just good service?

In this episode, we're joined by Nicholas Lawrence, Executive Director of People & Culture, Chick-fil-A Local Franchise - Indianapolis and the founder of Lawrence Leadership.

Nick takes us behind the scenes of Chick-fil-A’s legendary hospitality culture—where “my pleasure” isn’t just a catchphrase, it’s a moral obligation. From his early days selling shirts and ties at Macy’s to leading people and culture at a top-performing franchise, Nick shares how leadership, emotional intelligence, and ownership are at the heart of every great customer experience.

What You’ll Learn:

How Chick-fil-A builds a customer-first culture that rivals the best in hospitality
Why local ownership makes all the difference in maintaining brand excellence
Lessons from retail and HR that translate directly into hotel leadership
Why emotional intelligence is the competitive edge for any hospitality business
What “serving a higher purpose” really looks like in day-to-day operations

Whether you're leading a hotel team or running a restaurant, this episode is packed with actionable takeaways to elevate your guest experience.

Watch the FULL EPISODE on YouTube: https://youtu.be/68j5jerfiG8

This episode is sponsored by Jonas Hospitality: https://www.jonashospitality.com/

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Nicholas on LinkedIn: https://www.linkedin.com/in/nicholas-lawrence-shrm-cp-59b76289/
Chick-fil-A Local Franchise: https://www.chick-fil-a.com/

For full show notes head to: https://themodernhotelier.com/episode/158

Follow on LinkedIn: https://www.linkedin.com/company/the-...

Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.