No Vacancy with Glenn Haussman

Luxury no longer means chandeliers and thread count. It means connection, memory, and how guests feel long after checkout. I caught up with Robert Reitknecht at INSPIRE Luxury, hosted by the International Luxury Hotel Association, live from Resorts World Las Vegas. (Important context: this was my 10th day in Vegas, so expectations were appropriately managed.) On #NoVacancyNews, Robert explains how luxury hotels move from performative service to genuine connection, why frontline teams shape the guest story more than any design element, and how leaders must "lean into the brand" without losing authenticity. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Takeaways:

Some resorts talk about experiences — Westgate builds them at theme-park scale. I visited Westgate Vacation Villas with Jared Saft, Chief Business and Strategy Officer, to explore how this company evolved from 16 original units into a massive, guest-focused resort with 3,000 rooms, a full waterpark, a Chuck E. Cheese–powered arcade, an in-lobby movie theater, and a $120 million reinvestment underway. On #NoVacancyNews, Jared walks through how Westgate designs spaces for toddlers, teens, parents, and grandparents at the same time, how they turned nostalgia into a modern attraction, and how they're expanding into more than 40 new destinations in just seven months. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. What you'll see on this tour:

Newport Beach looks luxurious from the outside — but its secret sauce is heart, identity, and a fiercely intentional brand strategy. On #NoVacancyNews, I teamed up with my Friday Night Audit partner-in-crime Craig Sullivan to talk with Gary Sherwin, CEO of Visit Newport Beach, about how one of America's most aspirational coastal cities keeps its charm, avoids the "sea of sameness," and delivers the version of Southern California people dream about. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Here's what we cover:

This week Dan Lesser, Co-Founder, President, & CEO at LW Hospitality Advisors shares some cockatils and laughs with Glenn, Craig and Doctor Prodcuer Suzanne.

Some management companies build hotels. Olympia Hospitality builds identity. I spoke with Sara Masterson (President) and John Schultzel (Chief Growth Officer) about how Olympia blends independent spirit, strong brand partnerships, and mission-driven hospitality across destinations like Nantucket, Boston, Winter Park, the White Mountains, and beyond. On #NoVacancyNews, Sara and John explain how they combine boutique creativity with brand-backed consistency, how they think about technology adoption, and why community connection is becoming the core differentiator in both luxury and branded hotels. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. What we cover:

Corporate travel isn't easing back into old habits — it's reinventing itself, and hoteliers who cling to the past will lose business they didn't even know they were missing. I spoke with Lukasz Dabrowski, SVP of Global Supplier Relations at HRS Group, about why 2025 became the turning point for travel procurement and how 2026 will reward hotels that understand converged demand, Level 3 data, and real-time negotiation. On #NoVacancyNews, Lukasz breaks down why annual RFP cycles are disappearing, how "travel CEOs" use invoice-level data to renegotiate instantly, and what hotels must change to stay competitive as AI and real-time visibility reshape corporate buying behavior. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Insights:

Most people know the names Marriott, Hilton, Wilson — but countless African American hoteliers helped build the foundation of American hospitality, and their stories rarely get told. I sat down with Calvin Stovall, author of Hidden Hospitality, to explore the remarkable journey behind his new book and the extraordinary hoteliers he uncovered along the way. Calvin spent decades researching these stories — from the late 1700s through the civil rights era — and the result is a stunning coffee table book filled with resilience, innovation, and legacy. On #NoVacancyNews, Calvin talks about the emotional moment he held the finished book for the first time, how the idea originated back in grad school, and why these stories matter for the next generation of leaders in our industry. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Insights:

Most hotel companies talk about values. SCP Hotels built their entire model around them. I spoke with Ken Cruse, Co-Founder of Soul Community Planet (SCP Hotels), about how he's creating hotels that combine purpose, community, environmental responsibility, and real profitability — without relying on the old playbook. On #NoVacancyNews, Ken lays out how vertical integration, premium pricing, guest-driven design, and a mindset of "conscious capitalism" are helping SCP grow into a brand that resonates with modern travelers who want meaning and great experiences. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Insights:

Human trafficking is one of the darkest issues our industry faces — and the people fighting it deserve more attention. I spoke with Noel Thomas, CEO of Darkwatch, about how his company uses AI-driven digital intelligence to help hotels identify trafficking risks, flag organized crime, and support safer environments for guests and staff. Noel shares the personal story that pushed him into this work, the global scale of the problem, and why technology must play a larger role in protecting hotels and communities. On #NoVacancyNews, Noel explains how Darkwatch integrates into existing PMS workflows, how it helps brands meet the rising "standard of care" in litigation, and why collaboration between hotels, banks, and global agencies is essential. Key Insights:

Running a hotel in 2025 requires sharper strategy, a tighter handle on costs, and leaders who can adapt faster than the market shifts. Few people understand that better than Rob Smith, CEO of Stonebridge Companies, who oversees nearly 200 properties nationwide. On #NoVacancyNews, Rob breaks down how he's thinking about margins, brand contribution, AI, leadership development, and how his newly hired Chief Strategy Officer is changing the way Stonebridge operators think about priorities. Huge thanks to my friends at Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Insights:

The hotel development story in Europe and the Middle East tells a very different story from the U.S. — especially when it comes to luxury, construction timelines, and where brands see real long-term opportunity. I connected with Bruce Ford, SVP at Lodging Econometrics, to break down the latest pipeline numbers across Europe and the Middle East: luxury dominance, delays, conversions, and why so many projects now push out toward 2027–2028. On #NoVacancyNews, Bruce explains what's fueling the surge in full-service and luxury projects, why construction timelines remain stretched, and how the Middle East continues building entire districts — not just hotels. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Follow along with or download the charts Key Insights:

Every hotel has a few empty rooms each year — but what if those rooms could help someone build a better life? I spoke with David Bowman, co-founder of the Bowman Post Foundation, about how his organization is transforming unused hotel inventory into scholarships and educational support for hospitality employees. On #NoVacancyNews, David explains how the program works, how hotels can easily participate at no cost, and the ripple effect it creates when employees see their own companies helping them grow. Key Insights:

Luxury hotels operate under constant pressure to deliver — and the leaders who guide them have to stay ahead of the curve. In this episode, Glenn Haussman and Anthony Melchiorri talk with Cesar Wurm, SVP of Member Strategy and Development at The Leading Hotels of the World, about how top-tier properties adapt, elevate service, and maintain strong partnerships across global markets. Cesar also shares lessons from his own leadership reinvention and how strategy, communication, and creativity shape the modern luxury guest experience. This episode is brought to you by Actabl — Actabl gives you the power to profit. Visit Actabl.com. What we cover:

The incredible Christine Trippi returns to Friday Night Audit to join Glenn, Craig and Suzanne for some happy hour cocktails and some laughs to kick off the weekend.

When hotels lose key leaders, operations can fall apart fast — and that's where Wenzell & Fisher Hospitality Group comes in. In this episode, Glenn Haussman and Anthony Melchiorri talk with Peter Wenzell, the company's Founder and CEO, about how he built a national network of experienced hotel consultants who step in to fill temporary and leadership roles at a moment's notice. Peter shares how he and his business partner launched Wenzell & Fisher in 2020, why flexibility beats burnout, and how genuine relationships keep clients coming back — even after challenges arise.  What we cover:

Hotel operators face rising costs and tight margins, but smart leadership still drives profit. I spoke with Steven Moore, CEO of Actabl, about how hoteliers can protect culture and profit at the same time. On #NoVacancyNews, Steven explains how great operators focus on labor, clarity, and communication — turning market pressure into momentum. He shares how culture and transparency create stronger teams, how technology supports people instead of replacing them, and how the right mindset turns cost control into competitive advantage. Key Insights

Behind every legendary hotel reopening is a team that makes the impossible look effortless. I spoke with Mary D'Argenis-Fernandez, President of MDA Hospitality Solutions, about her company's incredible work training the team at the newly reopened Waldorf Astoria New York — one of the most anticipated returns in hospitality. Mary explains how her team prepared staff across every outlet — from Peacock Alley to Lex Yard — to deliver flawless service from day one. We also explore how training drives profitability, retention, and guest satisfaction in today's high-turnover world. This conversation on #NoVacancyNews is a reminder that hospitality excellence starts with investment in people.

How do you decide between a best-in-class tech stack and an all-in-one platform?I caught up with Bill Fanning, CRO of Stayntouch, and Klaus Kohlmayr, Chief Evangelist at IDeaS Revenue Solutions, to discuss the new NYU SPS Tisch Center of Hospitality Technology Report, where 300+ hoteliers shared how they're making those crucial tech decisions. On hashtag#NoVacancyNews, we look at what's driving those hashtag#hoteltechnology choices, the cultural and operational challenges behind switching systems, and why more hotels than ever plan to replace their tech stack within the next 24 months. Key Insights:

From the Formula 1 Grand Prix to Super Bowl weekend, there's no city on Earth that can coordinate large-scale events like Las Vegas — and MGM Resorts International is at the center of it all. In the final part of my MGM executive series on #NoVacancyNews, I sat down with John Flynn, SVP of Global Security and Aviation, to explore how MGM and its partners manage security, aviation logistics, and guest experience during some of the world's biggest events. John explains what it takes to move thousands of VIPs in and out of the city during F1 weekend, how coordination across every property keeps the Strip running smoothly, and why service and safety go hand in hand in modern hospitality.

Hospitality meets purpose in Lantern Columbia, a stunning adaptive reuse project turning a historic firehouse into a boutique hotel that celebrates inclusion and community. In this episode, Glenn Haussman and Anthony Melchiorri talk with David Tart, Managing Partner at Raines Company, about how the Lantern will partner with the University of South Carolina's Carolina LIFE program to employ individuals with intellectual disabilities and create a model for inclusive hospitality. From design and construction to culture and mission, David explains how hotels like Lantern Columbia show that doing good and doing well aren't mutually exclusive — they're connected. What we cover

Technology can make a guest's stay smoother — but it's the people who make it memorable. I spoke with Mike Everett, EVP at CoralTree Hospitality, about how his company blends tech-driven efficiency with human-driven hospitality to elevate service across its independent, resort-focused portfolio. We break it all down on #NoVacancyNews, from Hawaii to South Florida, exploring how CoralTree empowers its teams to create moments that apps never can — while still using AI and automation to remove friction, save time, and support staff at every level.

The world's biggest hotel development story isn't in the U.S. or Europe — it's in Asia-Pacific. I connected with Bruce Ford, SVP at Lodging Econometrics, to break down the data behind the region's record-setting pipeline growth — from China's near–million-room surge to luxury expansion across Indonesia and Thailand. We examine the factors shaping this boom on #NoVacancyNews, including how master franchise deals, soft brand launches, and Western brand expansion are redefining the region, while construction delays from the pandemic are now converting into a flood of new openings.

It's one thing to grow your business. It's another to grow without losing your culture — and that's exactly what ARK Hospitality Group is determined to prove. I spoke with Lisa Lombardo, President of ARK Hospitality Group, about how her team is scaling hotels and restaurants while keeping authenticity, care, and human connection at the center of every decision. We break it all down on #NoVacancyNews, including how ARK identifies people who truly fit its purpose-driven culture, the interview question that reveals someone's values immediately, and why caring for people isn't a "strategy" — it's the business itself.

Luxury hospitality isn't just about marble lobbies anymore — it's about creating seamless, hyper-personalized experiences powered by the right technology. I spoke with Matt Schwartz, Chief Technology Officer at Sage Hospitality, about how his team is merging design, comfort, and digital expectations to deliver the kind of experience guests now expect at home — from streaming and smart controls to ultra-fast connectivity. We break it all down on #NoVacancyNews, including why bandwidth is the unsung hero of guest satisfaction, how AI and facial recognition could reshape the arrival experience, and why training is as critical as technology when it comes to creating genuine hospitality.

Everyone's been talking about China's hotel growth — but the real story right now might be happening in India. I caught up with Bruce Ford of Lodging Econometrics about how India has quietly become one of the world's fastest-growing hotel markets, and why nearly every major Western brand now has an expansion plan there. We break it all down on #NoVacancyNews, from the rise of soft brands and master franchise deals to how conversions and white-label management are fueling a development surge that's doubling the country's pipeline in just two years.

Margins are tight, costs are up, and yet one of the biggest opportunities for hashtag#hotels might be right in the lobby — the bar and restaurant. I connected with Aaron Olson and Chris Manley of Crestline Hotels & Resorts to talk about how they're using food and beverage as a profit engine rather than a cost center — and why now is the time for operators to get creative. We break it all down on hashtag#NoVacancyNews, from mocktail menus to lighting, sound, service training, and Instagram-worthy presentation. Because even small improvements — 1 to 2 points of margin — add up fast when done across a portfolio.

Extended stay has officially graduated from niche to superstar status — and WaterWalk is leading its next evolution. Today, Anthony and I spoke with Mimi Oliver, CEO of WaterWalk, about how her family — starting with her grandfather, Jack DeBoer, the pioneer behind Residence Inn — invented then reinventing the category for decades. Today, WaterWalk takes that legacy further with a flexible hybrid model blending fully furnished and unfurnished suites to fit every guest and every market cycle. We break it all down on #NoVacancyNews — from how the model drove 70% occupancy during COVID to why Wyndham's partnership is accelerating its franchise growth, plus how AI and automation fit into their operational future without losing the human touch.

Front desks are evolving fast. Search behavior is changing even faster. Hospitality is staring at a major technology turning point — and those who move now will own the next era of bookings. I connected with Bill Ryan, Chief Technology Officer at BWH Hotels, to talk about how the company is modernizing its tech stack, reducing training time, simplifying payments, and preparing for a future where travelers begin planning inside AI platforms like ChatGPT and Perplexity. We break it all down on #NoVacancyNews, including how intuitive systems free staff to focus on guests, why one-day onboarding matters for retention, and what it takes for hotel brands to become discoverable in AI-driven search. This is a moment to use technology to amplify hospitality, not replace it.

Ever wonder what it takes to run one of the busiest hotels in America — right next to #Disneyland?

Costs are rising. Guests are stressed. Owners are squeezed. And hotels? They're juggling labor inflation, insurance spikes, debt pressure, and renovations delayed since… well, that period we all swore we'd never talk about again. For hashtag#NoVacancyNews I spoke with Mark Carrier, President of B. F. Saul Company Hospitality Group, to reveal what hotel owners really face today — and where smart operators find opportunity when everyone feels the pinch. And yes, we talk about the vibe shift in development, stalled pipelines, conversions, and why intermediation costs + guest data may be the real battleground ahead. Also yes: I slipped in a joke about running hashtag#PMS off a 1980s PC. You're welcome.

Latin America is in the middle of a powerful hotel development surge, particularly in luxury and resort properties — and the numbers tell a compelling story. In this episode, Glenn Haussman talks with Bruce Ford of Lodging Econometrics about the real data driving expansion in Mexico, the Caribbean, Central America, and South America — and why developers, brands, and third-party operators are racing to scale in the region. We dig into: 300+ hotels now under construction Why luxury leads — and why it's different than the U.S. Riviera Maya + DR + Mexico City as development engines Residential components & eco-resorts gaining traction Infrastructure's long-term role (yes, including Mexico's new rail) Caribbean hurricane recovery patterns vs. U.S. mainland Third-party management growth in luxury — big shift What's tracking toward 2027 and beyond  Whether you're analyzing global trends or scouting your next international opportunity, this breakdown matters. 

For decades I've preached getting closer to guests. Now, #hoteltech can make it so. (yes, Captain Picard reference). I've partnered with my friends at Hotel Business Magazine for a fast paced discussion on how hashtag#hoteliers are using tech not just to enhance the stay — but to understand guest behaviors, increase satisfaction, and unlock new revenue streams. What a group we've assembled! Dawn Gallagher, President, Hospitality with Crescent Hotels & Resorts; Scott Strickland, Wyndham Hotels & Resorts Chief Commercial Officer; Tristan Gadsby, CEO of Alliants and Kimberly Twiggs AVP Market Development with DIRECTV for Hospitality.   I hope you enjoy hearing this special episode available only as an audio podcast

Labor shortages. Rising costs. Too many headaches.

For #NoVacancyNews, Anthony and I sat down with Stuart Greif, Chief Strategy & Innovation Officer at Forbes Travel Guide, to explore how tech is reshaping hospitality — and why human connection still wins. We talk about the risk of commoditizing service, the power of small gestures, and how technology should support — not replace — hospitality professionals. Stuart also shares how luxury brands are using AI to elevate personalization, and why ownership must reinvest in training if they want to protect long-term value. #guestexperience #hospitalityleadership

In this conversation from The Hospitality Show, Glenn Haussman chats with Alliants CEO Tristan Gadsby about how AI and smart technology are reshaping the hospitality experience. From Resorts World Las Vegas to properties across the globe, Alliants is helping hotels turn staff into "superhumans" by giving them the right tools to deliver seamless, personalized service. Discover how Apple Wallet room keys, guest messaging, and automation are simplifying the hotel stay and why "don't make me think" is the future of hospitality design. #AI #HospitalityTechnology #GuestExperience #Hotels #Alliants #NoVacancyNews

Not every financial story starts with a bull market — but that's exactly where Sarah Rogers, SVP of Corporate Finance for MGM Resorts International, found her footing. From Wall Street to the Las Vegas Strip, Sarah now helps steer one of the world's largest hospitality companies through billion-dollar deals, market shifts, and global expansion. In our conversation, Sarah opened up about:

The hospitality construction pipeline is full of mixed signals. For #NoVacancyNews, I spoke with Bruce Ford of Lodging Econometrics to cut through the noise for clarity on hotel development drivers. We discussed the rise of conversion brands, slowdown in new construction starts, and why markets like Dallas and Phoenix are still growth giants. Bruce also shares why franchise companies are clamping down on PIPs — and what that means for owners. #hoteldevelopment #hospitalitystrategy

The hospitality labor crisis isn't new — but it's evolving. For #NoVacancyNews, Glenn and Anthony Melchiorri spoke with Todd Davis of Chef Agency about what it really takes to recruit and retain culinary talent in today's casino and resort environments. We dig into the post-COVID talent shift, the rise of remote market opportunities, and why empathy, speed, and reputation matter more than ever. If you're still relying on post-and-pray hiring, you're already behind.

On the floor at The Hospitality Show, Glenn connects with Nick Horgan of Amaze Insights for a conversation equal parts inspiration and laughter. From lessons in leadership and the power of data to the importance of working with purpose, Nick shares how to make the most of every opportunity—even when the waters get choppy.   Presented by Actabl, the platform that gives hoteliers the power to profit. Learn more at Actabl.com .

Longtime friend and shadowy industry figure Chris Daly briefly emerges from his cicada like cocoon to bestow us with some laughs and wisdom during our happy hour salute to the weekend. Plus, Bruce Ford makes a suprise appearance while Producer Dave shares some legit news.

Just unveiled at #TheLodgingConference, Hilton's Outset Collection is redefining what it means to be an independent hotel — giving “indie gems” a global stage to shine while staying true to their identity. In this interview, Glenn Haussman chat with Kevin Osterhaus of #Hilton to talk about how Outset empowers hotels that have soul — properties that fit their place, not a mold.  Kevin shares how Hilton is bridging the gap between individuality and brand strength, with properties launching in Los Angeles, Moab, Chicago, and Upstate New York — and more than 60 active conversations in the works.  

Starting a new business is never easy — but after 39 years in the#hotelindustry, Greg A. Presley decided it was time to bet on himself. I caught up with Greg on the show floor during The Lodging Conference for #NoVacancyNews, where we talked about his leap of faith to launch Presley Hospitality, the power of relationships, and why getting “back to the basics” in #hotelmanagement might be exactly what the industry needs right now. Greg's focus on smaller#hotelowners, personalized service, and good old-fashioned integrity is a refreshing reminder of what hospitality is all about. A big thank-you to my friends at Entegra — helping hotels stay profitable through smarter purchasing with the power of a GPO. Learn more at Entegra.com

I had the chance to interview keynote luncheon speaker Mitch Patel, President & CEO of Vision Hospitality Group, on stage during the Southern Lodging Summit this past August. Here's that keynote session for you.  We covered a lot of ground — from the early days when Mitch cashed out his 401(k) to build his first hotel, to how he's navigating today's market with a laser focus on #operationalexcellence, smart development, and a culture built to last. Mitch talked about how passion drives everything he does, why hospitality is “the most beautiful business,” and what it takes to build a company that thrives through every market cycle. His insights on #leadership and staying resilient through uncertainty are ones every hotel owner and operator should hear. Big thanks to my friends at Actabl for supporting conversations like this and for helping hoteliers turn insight into action. Learn more about how they're empowering teams with better data and tools at actabl.com.

Zack Gharib is running up success after success as President of Red Roof. We think that streak is about to end as he joins Glenn, Craig, Producer Dave and Doctor Producer Suzanne for some drinks and laughs to kick off the weekend.

Extended stay is dominating the hospitality pipeline, but not all brands are the same. For #NoVacancyNews, I spoke with Jennifer Kearney, CMO of StayAPT Suites, about how they're redefining the category with a true apartment-style experience. During The Lodging Conference we discussed the psychology of space, the importance of privacy and independence, and why StayAPT's purpose-built design is attracting both long-term and transient guests. This isn't just about sleep — it's about living your life on the road. #extendedstay #hospitalitydesign

Doing more with less — that's the reality for every #hotel operator today. I spoke with Cam Schultz, CEO of Foodbuy, about how smarter #procurement strategies and better technology are helping hoteliers protect margins, manage supply chains, and keep kitchens running smoothly — even when staffing is tight. Cam shared how #Foodbuy is giving operators a clearer look at costs, helping teams cut waste and focus on what really matters: creating great guest experiences. If you're trying to control expenses without cutting quality, this is a must-watch.

Great hospitality starts with confident employees. Without them, guest satisfaction—and the bottom line—suffers. That's why I hosted a Hotel Business Hot Topics roundtable with:

When the market gets wobbly, some run scared — others lean in. For #NoVacancyNews, I spoke with Doug Rigoni of West Coast Hospitality and Mark Hope of Coast Hotels at The Lodging Conference to explore how uncertainty is creating real opportunity across the West Coast and Canada. We talk about RevPAR trends, risk-taking mindsets, and why tertiary markets are struggling while primary cities still show promise. From Hawaii to Whitehorse, these operators are thinking differently — and that's where the growth is. #hospitalitystrategy #hoteldevelopment

What if your hotel stay felt like a backstage pass? In this episode of #NoVacancyNews, Glenn Haussman and Anthony Melchiorri talk with Oscar Serrano of UMusic Hotels about how Universal Music Group is transforming hospitality into a full-blown entertainment ecosystem. From a 1945 theater at the heart of their Madrid flagship to genre-personalized guest experiences, this isn't your typical luxury hotel. They explore how music drives design, revenue, and community — and why the room is just one part of the journey.

Tough times don't mean you stop having fun. That's what Dina Belon, President of Staypineapple Hotels, reminded me for #NoVacancyNews during the The Lodging Conference. She's navigating rising costs, labor challenges, and market uncertainty — but with her trademark optimism and energy intact. Here's what I loved from our conversation: