In this thought-provoking episode of Hotel Moment, host Karen Stephens is joined by Agnelo Fernandes, CEO of Cote Hospitality, a visionary leader with over two decades of experience in luxury hospitality and strategic growth. Agnelo takes us through his journey of transforming Cote Hospitality, an emerging hotel management company with deep roots going back over a hundred years as a family-owned business.

Together, they discuss:

Agnelo shares his philosophy that "culture is the beginning and end of pretty much any organization," and explains how this mindset has shaped his leadership style. He also offers valuable insights for vendors on how to build meaningful partnerships with hospitality companies rather than focusing on transactional relationships.

Don't miss this inspiring conversation that gets to the heart of what makes hospitality special — the authentic human connections that technology should enhance, not replace.

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[03:21] Cote Hospitality's evolution and vision - Agnelo describes Cote Hospitality as an emerging hotel management company with deep roots going back over a hundred years as a family-owned operation. Currently focused on the boutique space, they own and operate a dude ranch in Arizona with over 200 horses and a resort in Minnesota, with plans to expand into glamping and other outdoor hospitality ventures that blend independent resort experiences with outdoor adventures.

[05:09] Passion for people and storytelling - Agnelo shares that his purpose in life centers around his love for connecting with people at all levels. He explains how the best storytellers are in the hospitality industry, and how he approaches each day with gratitude, which breeds positivity and confidence that trickles throughout the organization. His focus remains on meaningful connections rather than transactional aspects of business, which drives him to be the best version of himself.

[08:52] Balancing technology with personalization - Under Agnelo's leadership, Cote Hospitality has undergone a comprehensive digital transformation focused on simplification. He emphasizes that technology decisions start with a fundamental question: "What do our guests need, and how can we simplify that workflow?" Their implementation of Revinate has enabled them to understand guests more deeply, allowing for hyper-targeted personalization while maintaining the human element that defines hospitality.

[15:48] Culture as the foundation of success - Agnelo reveals that culture and leadership top the list of strategic priorities at Cote Hospitality, even above revenue goals. His first two years as CEO involved resetting culture — making minor tweaks in some areas and major cleanses in others. He fosters an environment where team members feel valued and empowered to innovate, encouraging them to take risks with the safety net of leadership support, creating a culture where authentic expression is celebrated.

[25:39] Building genuine partnerships, not transactions - When discussing vendor relationships, Agnelo emphasizes that he evaluates potential partners in the first 90 seconds of conversation based on whether they can connect authentically and understand his needs. He values those who position themselves as trusted advisors rather than transactional sellers, appreciating vendors who do thorough research, speak the hotelier's language, and focus on solutions rather than products. As he puts it, "People buy from people they like, and people they trust."

[26:22] Embracing AI as hospitality's future - Looking ahead five years, Agnelo identifies artificial intelligence as the most transformative force in hospitality. At Cote Hospitality, teams spend an hour weekly exploring how AI can solve problems and inspire new approaches. He views AI not as a replacement for human interaction but as a powerful complement that can enhance personalization at scale. Having tracked AI developments for three years, Agnelo has identified 40 different aspects of their business that could be transformed by this technology while maintaining the people-first approach that defines hospitality.

00:00 - Intro

03:21 - About Cote Hospitality
05:09 - What keeps Agnelo in hospitality
07:16 - Innovation and leadership
12:17 - What sets successful destination hotels apart
15:22 - Fostering strong company culture
20:48 - How to work with vendors
26:22 - Future trends in hospitality
31:07 - Closing