No Vacancy with Glenn Haussman

Graduate has lived inside Hilton for a year and a half now, and the brand is growing without losing the personality that made it work in the first place. For #NoVacancyNews, I talked with Parker Henderson, the brand head for Graduate, at the Hunter Conference about what Hilton distribution changes, what owners should know, and how Graduate makes development easier with plug-and-play F&B concepts.

While I was at the Hunter Conference, I talked with Greg O'Stean, Chief Development Officer, Hotel Equities about what makes a real owner–operator match—and what operators have to prove in this market. hashtag#NoVacancyNews

The latest Hotel Business Hot Topics session, "Rethinking Hotel F&B: Smarter Strategies for Profit, Community and Stability," in partnership with Entegra, featured an insightful discussion between moderator Glenn Haussman, founder/host, No Vacancy Live podcast, and a panel of industry leaders on how hotels are controlling costs, optimizing procurement and transforming food and beverage into a core revenue driver while creating experiences that resonate with today's guests and local communities.   You'll hear insights from Glenn Haussman (moderator) alongside leaders from Crestline Hotels & Resorts, Davidson Hospitality Group, GF Hotels & Resorts and our Head of Culinary, Lynn Hay.

Glenn freezes, Suzanne can't hear anyone, and Craig somehow turns Milk Duds into a conspiracy theory. That's a normal Friday. For #NoVacancyNews, Friday Night Audit rolls into Episode 205 with Craig Sullivan, Dr. Producer Suzanne, and guest Stephanie Hills (and yes… even her name comes with a plot twist).

Thirty years in, PM Hotel Group still thinks like an owner-operator—and that matters right now. While I was at the Hunter Conference, I talked with Paul Sacco of PM Hotel Group about how they protect margin when RevPAR growth slows, costs climb, and rate resistance shows up. #NoVacancyNews

For #NoVacancyNews, I caught up with David Wilner, newly appointed Chief Development Officer of Wyndham Hotels & Resorts, at the Hunter Conference to talk development reality right now—conversion-heavy conditions, brand value pressure, and why he still won't count new construction out.

Economy and midscale owners don't need shiny objects. They need tech that either drives revenue or cuts costs—period. For hashtag#NoVacancyNews, I caught up with Zack Gharib, President of Red Roof, at Hunter Conference to talk about why he's leaning into tech now while demand softens—and what he thinks starts to turn.

America didn't travel in America the way we expected last summer—because a lot of the spend went overseas. Now the calendar flips, the event slate stacks up, and the question becomes simple: who travels, where do they stay, and what does that do to performance? For hashtag#NoVacancyNews, I talked with Bruce Ford (SVP, Lodging Econometrics) from Atlanta on the eve of the Hunter Conference about what he expects this year—World Cup momentum, America's 250th anniversary, rising costs, and the "down-the-scale" shift that could help midscale and upper-midscale operators. ⚽ Bruce expects U.S. events to keep more travel domestic this year

Evermore is building an Orlando resort ecosystem: multiple hotels, a massive lagoon, and enough on-property programming that guests don't treat the theme parks as the only "main event." For #NoVacancyNews, I talked with Sean McCarron (General Manager, Conrad Orlando) about how Conrad fits inside Evermore—and what it takes to deliver luxury standards inside a new complex.

Chapter 4 of this 6-part CoralTree Customer Journey series focuses on implementation - specifically, how you get property teams to build ideas they actually believe in and want to own. Hotels do not improve the customer journey by accident. They build it through strategy, systems, and execution. This chapter shows what the build process looks like. I talk with Kaitlin Broumpton, Director of Quality and Guest Experience Strategy at CoralTree Hospitality, about workshops, property-level ideation, and how CoralTree helps teams shape locally authentic moments instead of pushing top-down scripts. Here is what we cover: ·        How CoralTree runs workshops to bring the soul of a property to life ·        Why buy-in improves when teams have a seat at the table ·        How they refine ideas without forcing corporate templates ·        How local culture and brand pillars shape guest moments ·        Why the process works across property and regional teams ·        A Seaport Boston example: arrival cards + QR codes by travel motivation Catch up on Chapters 1-3 if you have not yet - this is where the strategy starts turning into property-level plans. Next week: how the guest actually experiences this through real touchpoints. Want to follow the full series and catch any chapters you miss while you're busy? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Westgate didn't just build a resort — they built a small city of experiences. In this walking-tour episode, Glenn Haussman explores Westgate Vacation Villas in Orlando with Chief Business & Strategy Officer Jared Saft, starting at the original 16-unit building from the early 1980s and moving through the resort's huge renovation and expansion. We visit the movie theater, the retail experiences designed by Starboard, the Chuck E. Cheese–powered arcade, the toddler zone, the retro arcade, the Mystery Funhouse throwbacks, the in-lobby candy shop with a waterslide running through it, and the multi-level Shipwreck Island Waterpark. Jared also shares how Westgate plans new concepts, how they think about every family member's experience, and what's next as they just added 40 new destinations during a major growth cycle. This episode is brought to you by Actabl — Actabl gives you the power to profit. Visit Actabl.com. What we cover:

This week the amazing Lan Elliott returns to FNA to laugh along Glenn, Craig and Doctor Producer Suzanne. This week Glenn is in Dallas and the gang reveals which pet peeves are moving on to the sweet 16!

Evermore doesn't try to win every traveler. It commits to one niche: togetherness for families and groups. Then it builds the product around that focus—shared moments, easy flow, and enough space so the whole crew stays connected without feeling crowded. For #NoVacancyNews, I tour Evermore Resort Orlando and talk with the team behind the experiences.

I'm at Remington Hospitality's annual leadership conference - the first with Ben Perelmuter serving as CEO. For hashtag#NoVacancyNews, I caught up with Ben in the JFK Suite at the Hilton Fort Worth, a historic 100-plus-year-old property, and asked what he wants the team focused on right now.

Chapter 3 of this 6-part CoralTree Customer Journey series moves into the framework itself: how you create consistency across very different hotels without turning everything into cookie-cutter service. Customer journey work only matters if it improves operations, guest loyalty, and results. This chapter gets into the structure behind that. I talk with Andre Fournier, Chief Commercial Officer at CoralTree Hospitality, about Standards of Care, touchpoints from booking to departure, and how service rankings can influence ADR and consideration. Here is what we cover: ·        How CoralTree builds one service framework across different asset types ·        Why the goal is consistency of care, not identical experiences ·        Touchpoints from website/reservations to arrival, stay, and departure ·        Why each property still needs to feel authentic and of the place ·        Andre's filter: true, meaningful, and distinctive ·        How guest service rankings can support ADR and consideration set If you missed Chapters 1 and 2, go back first - this framework makes more sense once you've heard the strategy and people side. Next week: how CoralTree workshops these ideas with property teams. Want to follow the full series and catch any chapters you miss while it rolls out? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Repositioning a 100-year-old luxury resort hits different than building something new. You work with history, legacy expectations, and a modern guest who doesn't care about any of that unless the experience delivers. Suzanne co-hosts with me, and we talk with Daniel Hostetler, President & CEO of The Boca Raton, about how the property has managed a multi-year repositioning under new ownership — what they changed, why they changed it, and how they operate it day to day. I'm sharing it under #NoVacancyNews. Here's what we hit:

Step inside the heart of Bourbon Street with Sonesta International Hotels' Royal Sonesta New Orleans GM David Bilbe on #NoVacancyNews. From historic #neworleans charm to future renovations, this tour gives you a front-row seat to one of the most irreplaceable hotel assets in America.

Big show tonight as we kick off the weekend happy hour celebration. We're joined by our friend Paula Carreirao live from Brazil and Glenn, Craig and Doctor Producer Suzanne torture her with an update on the Round of 32 for our Hotel Pet Peeves Face off. vote now:  https://www.surveymonkey.com/r/R26KPKV

Wyndham doesn't treat Latin America like one market. Growth concentrates in specific places, and execution decides who wins. For #NoVacancyNews, I talked with Gustavo Viescas (President, Latin America, Wyndham Hotels & Resorts) at Wyndham Grand Rio Mar in Puerto Rico about where Wyndham sees momentum across Latin America and the Caribbean.

AAHOA heads to Philadelphia for #AAHOACON26, and this year's theme stays dead simple: protect and advance profitability. Suzanne Bagnera, PhD, CHA, CED co-hosts #NOVacancyNews with me, and we talk with Laura Lee Blake (President & CEO, AAHOA) about what she wants owners focused on right now—and why this conference keeps growing. 

Chapter 2 of this 6-part CoralTree Customer Journey series gets into the part a lot of companies talk about and then struggle to execute: team empowerment. Customer journey work sounds soft until you tie it to labor, service consistency, guest loyalty, and revenue. This chapter gets into the people side that makes the strategy work. I talk with Sean Beucler, SVP of Operations at CoralTree Hospitality, about trust, recognition, decision-making, and how leaders build a culture where teams can act with confidence. Here is what we cover: ·        Why Sean says the biggest focus now is the team, not just the process ·        What real empowerment looks like in hotel operations ·        Why recognition drives repeated behavior ·        How leaders handle mistakes without killing trust ·        How guest experience connects to occupancy, ADR, and owner results ·        Why the best ideas often come from line-level teams Missed Chapter 1? Start there first - it sets up the leadership strategy behind this week's operations conversation. Next week: we move into the standards/framework and the commercial impact. Want to follow the full series and catch any chapters you miss along the way? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Everybody keeps saying "AI" like it's one thing. It isn't. Suzanne co-hosts with me for this one, and we bring in Ira Vouk, someone we constantly see on the conference circuit. Ira teaches, writes, and helps companies make sense of what's coming, so we asked her for actionable insights instead of ponderous theory. I'm sharing it here on #NoVacancyNews because hotels need practical moves, not more theory. We stick to a few things that actually matter:

Global hotel "conditions" don't hit everyone the same way. The big franchise companies play a global game. Most owners play a street-corner game with one asset and one set of debt terms. That gap matters. I talked with Bruce Ford (SVP, Lodging Econometrics) about the global pipeline and the economic forces shaping what actually gets built, renovated, or converted right now. I'm sharing it under hashtag#NoVacancyNews.

From October 2025   Recorded live at the Southern Lodging Summit this past August as part of the keynote luncheon, Mitch Patel, President & CEO of Vision Hospitality Group, sat down with Glenn Haussman to share his journey from a single $3,000 investment to leading one of the most respected hotel companies in the U.S. In this conversation, Mitch explains: Why operational excellence and team culture are the true foundations of success How Vision Hospitality keeps growing even when the market tightens What "building a brick house" really means for long-term profitability How to inspire the next generation to find purpose in #hospitality  

Quite frankly we're scared about this one. Fortunbately the iconic Dorraine Lallani is back to bring class to this mess of a happy hour show. Glenn, Craig and Suzanne are a bit scared for the quick return of Pink Pony Club founder Patty Jefferson because they're worried they don't have what it takes to horse around.

Conversions still beat new construction in a lot of markets right now, so I wanted to get specific on what Bruce Ford sees across the Americas pipeline. I talked with Bruce Ford (SVP, Lodging Econometrics) about where projects are moving, where they're stalling, and what owners/operators/investors should watch in Canada, Latin America, the Caribbean, and the U.S. for #NoVacancyNews. Here's what we cover:

We're exploring maximizing hashtag#hotel Customer Journey opportunity!!!! To kick off this 6-part Customer Journey series, I wanted to start at the top: why this matters now and how leadership turns better service into an actual company-wide plan. We'll be focusing on how CoralTree Hospitality is leveraging tech to connect with customers. In Chapter 1, I talk with Tom Luersen, President of CoralTree Hospitality, about why CoralTree spent a year building this strategy and how they are thinking about customized guest experiences at scale. Here is what we cover: ·       Why CoralTree made the guest journey a priority now ·       Why they spent a full year building buy-in instead of rushing rollout ·       How they built a real plan (not a one-time initiative) ·       Standards of Care vs. standard procedures ·       How they balance technology with high-touch service ·       Why continuous improvement matters as guest behavior changes Next week: we get into the operational backbone - empowerment, trust, and team culture. Want to follow the full series week by week (and catch any chapters you miss)? Subscribe to the hashtag#NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Puerto Rico rainforest on one side. Ocean on the other. A 607-acre resort in the middle. I talked with Chris Sariego, COO of LionGrove, at Wyndham Grand Rio Mar about how they used a $70 million reinvention to reposition the property around eco-experiences, expand amenity appeal, and keep more spend on-property.

To kick off the week, I wanted a hard look behind the numbers. We hear a lot of takes—so what's real and what's not? I called our buddy Bruce Ford (SVP, Lodging Econometrics) to pressure-test World Cup demand, international travel, and the conversion-brand land grab for the hashtag#NoVacancyNews crowd. Here's what we put numbers on: ⚽ 2026 World Cup: 48 teams across the U.S., Mexico, and Canada

A speakeasy bar with an actual vault door sits off the casino floor at Wyndham Grand Rio Mar. I walk in, meet Michael "Mac" MacDonnell, Vice President of F&B & Entertainment with LionGrove, and we turn it into a "quick chat" that somehow includes popcorn in a martini. #NoVacancyNews

Black Desert Resort shows what "demand drivers" look like when you actually build them. Today we look at Modern luxury on #NoVacancyNews I walk the property with Nicholas Gold, Managing Director, in Ivins (greater St. George / greater Zion), Utah.

Hotels train teams to spot human trafficking and other suspicious activity. Training alone doesn't solve the handoff problem. #NoVacancyNews I talk with Georgine Muntz (CEO) and Patty Jefferson (Chief Revenue Officer) at Visual Matrix about building reporting into the workflow so staff can act fast without leaving their job to go hunt down a manager.

I'm recording this from a hotel room because that's where I live now. I keep hearing "AI" in every hotel conversation, so I pulled in Kevin Duncan, Executive Vice President, Product at Cendyn to talk about what actually works—especially at the front desk. 

Wahlburgers cleans up the messy parts of growth so quality stays non-negotiable.  I'm in Las Vegas with Randy Sharpe, CEO, President, and board member of Wahlburgers. He breaks down what he changed, what he cut, and how he plans growth without letting the brand drift.

This week I attended CoralTree Hospitality's Leadership Forum at Black Desert Resort and spent time with Andre' Fournier, Chief Commercial Officer, about what this event should accomplish once people go back to their hotels on hashtag#NoVacancyNews. Andre explains why CoralTree brings its leaders together, how the company onboarded more than 100 new leaders this year, and how Affinity Teams share real-world ideas across properties. We also talk about why CoralTree puts owners and operators in the same room and what that changes at the property level. We cover:

At CoralTree Hospitality's Annual Leadership Forum, I talked with Tom Luersen, President of CoralTree Hospitality, for hashtag#NoVacancyNews about what the company expects leaders to do once everyone leaves and goes back to their properties. We get into why they bring people together in the first place, how they use Affinity Clubs to keep projects moving, and how they track progress without turning it into theater. We also talk about how they set direction early in the year and where AI, the hashtag#guestjourney, and talent development fit into day-to-day operations. We cover:

Friday Night Audit: the minisode where karma finally collects… with teeth. #NoVacancyNews   Craig Sullivan and Dr. Producer Suzanne Bagnera, PhD, CHA, CED join me for happy hour storytelling starting with "four time zones in one day" and ends with me getting bitten by something, I never even saw. After 200+ episodes of me slinging insults, I consider this a performance review from the universe.  

A $70M reinvestment only matters if guests feel it. I'm in Puerto Rico at the Wyndham Grand Rio Mar with Andro Nodarse-Leon, CEO of property owner Lion Grove, for #NoVacancyNews. Andro walks through how the team rethought this 30-year-old resort around how people actually spend time on property—what they do, where they go, and why they stay. Andro explains how the rainforest, beach, and golf course influence design and programming, and how the rebuild touches sustainability, wellness, and operations—not as buzzwords, but as decisions that change guest flow. We also talk F&B strategy: variety, authenticity, local sourcing, and how you build experiences that keep guests engaged from morning through night. We cover:

Luxury doesn't mean more steps. It means fewer problems before guests even notice them. Suzanne "Dr. Producer" Bagnera, PhD, and I spoke with Mourad Essafi, General Manager of Impression Isla Mujeres (a Hyatt all-inclusive), on #NoVacancyNews about what ultra-luxury actually looks like when you stop adding layers and start removing friction. Mourad talks about how his background in sales and operations shapes the way he runs the resort, why the arrival experience starts before guests ever reach the island, and how small operational decisions change how people actually feel about a stay. We also get into what "endless privileges" really means in practice, why convenience often beats opulence, and how guest feedback turns into real changes on property. We cover:

Most hotels want F&B to drive more revenue. A lot of them still make it harder than it needs to be for guests to actually order. Narda Malakzad and Andrea Laderman, co-founders of Goldi, joined me on #NoVacancyNews to talk about something most hotels underestimate: how dietary needs, allergies, and food preferences quietly kill both guest experience and check size. We talk about what actually happens when guests don't know what they can eat, why people avoid asking questions, and how that friction shows up in lower spend and fewer repeat visits. We also get into how a simple, personalized menu experience changes behavior in the dining room and simplifies things for servers and kitchens at the same time. We cover:

This episode of #NoVacancyNews looks at how a hotel management merger came together — the conversations, timing, and decisions that led up to it. I spoke with Len Wolman, Chairman & CEO of Waterford Hotel Group, and Bob Habeeb, Founder & CEO of Maverick Hotels and Restaurants, about how their relationship developed, how long the process took, and what needed to line up before they moved forward. They explain what they focused on early, why they chose not to rush, and how owner needs and operational realities shaped their decision. They walk through the steps as they happened, without wrapping the story in theory or hindsight. We cover:

The gap between luxury hotels and everyone else keeps getting wider — and ignoring it won't make it shrink. Suraj Bhakta, CEO & Chief Legal Officer of NewGen Advisory, and I spoke on #NoVacancyNews about what's driving that divide. More important, we talked through actionable insights owners outside the luxury segment can actually implement. Suraj and I get into why upper upscale and #luxury continue to separate from the pack, how price sensitivity hits other segments harder, and why relying on rate alone only goes so far. We also talk through practical ways owners are looking beyond RevPAR and starting to think about total revenue without taking on massive capital projects. We cover:

Food and beverage does more than fill seats — it creates memories, reasons to return, and stories guests take home. That's the focus of this episode of #NoVacancyNews, filmed across Resorts World Las Vegas. I'm joined by Josef Wagner, Senior Vice President of Food & Beverage at Resorts World Las Vegas, for a walk-and-talk look at how a modern integrated resort uses F&B to drive engagement beyond gaming. Josef shares how Resorts World approaches pop-ups, immersive lounges, celebrity chef partnerships, and venue flexibility — all with the goal of giving guests something new to experience every visit. From rooftop mixology activations to food hall experimentation and live entertainment integration, this conversation shows how F&B becomes a strategic growth engine, not just an amenity. What stood out to me is how intentionally the team tests ideas before locking them in. Pop-ups act as real-time focus groups, allowing the guest — not a spreadsheet — to decide what stays. We cover:

Most hotels look good. That's not the problem. The harder part is giving people a reason to stay longer, spend more, and remember why they were there in the first place. In this episode of #NoVacancyNews, I talk with Alexis Readinger, Founder of Preen, about food-and-beverage design and how often hotels get it almost right — and why "almost" usually isn't enough. Alexis and I get into why so many hotel restaurants and bars start to feel interchangeable, how that happens, and what gets lost when design decisions don't start with a clear point of view. We talk about experiential dining, design trends, capital choices, and why solid food alone doesn't save a space that doesn't quite work. This interview was supposed to happen in person at ALIS Design. We ended up doing it remotely, which is pretty on-brand for how plans tend to go.

What hotel owners and investors are doing matters more than what gets said on stage. In this episode of No Vacancy, Glenn Haussman connects with Bruce Ford, SVP at Lodging Econometrics, as he reports from ALIS in Los Angeles. Bruce shares what he's seeing in the data and hearing in off-the-record conversations. The discussion focuses on how owners weigh new development versus conversions, how capital continues to move, and what influences decision-making as the industry looks toward 2026. Topics include: • How owners compare new development, conversions, and recapitalization • Where cost pressure continues to affect returns • How AI conversations sound more practical than speculative • Why certain asset types keep attracting investment • How labor and operating costs affect large hotels • Why portfolio reshaping and consolidation remain on the table Sponsored by Unifocus — technology that drives value. Learn more at Unifocus.com.

This Day 3 ALIS update focuses on what the data shows — not predictions, not sentiment. In this episode of No Vacancy, Glenn Haussman connects remotely with Bruce Ford, SVP at Lodging Econometrics, who is on the ground at ALIS in Los Angeles. Bruce walks through current pipeline data and how it lines up with conversations happening at the conference. The discussion stays focused on pipeline mix, renovation volume, brand activity, and where capital continues to move across markets. Topics include: • How conversions and renovations show up across the pipeline • Where midscale brands appear most frequently in current data • What renovation volume looks like compared to prior cycles • How brand consistency factors into development discussions • How financing conditions shape development decisions • Which markets continue to show momentum Sponsored by Unifocus — technology that drives value. Learn more at Unifocus.com.

Regional casino resorts don't win anymore by adding square footage — they win by designing experiences that keep guests longer and spending more. That's the focus of this episode of #NoVacancyNews. I'm joined by Kelly Devine, Principal and Partner, and Emily Marshall, Principal and Interior Design Leader at HBG Design, and guest host Dr. Suzanne Bagnera to talk about the evolution of regional gaming resorts and what operators should be paying attention to right now. We use Gun Lake Casino Resort in Michigan as the case study, breaking down how design decisions directly affect length of stay, guest behavior, operational efficiency, and profitability. This isn't about pretty spaces for Instagram — it's about building resorts that actually perform. What stood out to me is how intentionally HBG starts with operations first. They design the engine before the body, which explains why these projects drive measurable business results instead of just visual impact. We cover:

Hotel loyalty gets talked about a lot. This conversation focuses on how it actually works. For this #NoVacancyNews, I spoke with Chris Hartley, CEO of Global Hotel Alliance, about what loyalty looks like when you stop chasing vanity metrics and start paying attention to repeat behavior, engagement, and direct bookings. Chris explains how GHA approaches loyalty across a global portfolio of independent brands — where cooperation matters more than competing for attention and where repeat stays tell you far more than raw membership numbers. We recorded this conversation during ALIS in Los Angeles. Chris made the trip in from Dubai. I got snowed in on Long Island, where I'm still slightly bitter days later, watching conference badges from afar and missing hanging with everyone. We cover:

I'm still not at ALIS — snowstorms and airlines had other plans — but that doesn't stop the conversation. This episode of #NoVacancyNews brings Day 2 coverage straight from Los Angeles. Our roving reporter is Bruce Ford, SVP at Lodging Econometrics, reporting live from ALIS while I hold down the Haussman Resort Pool Club & Smokehouse under about 10 inches of snow. Bruce and I talk through what keeps coming up in conversations right now — not panic, not optimism, but a sense that the industry has landed on a plateau and hasn't figured out the next move yet. We cover:

When rooms, tech, and amenities start to feel the same, hotels lean on food and beverage to differentiate — and that's the focus of this episode of #NoVacancyNews, recorded during ALIS. I'm joined by Phil Colicchio and Trip Schneck of Colicchio Consulting, talking from Los Angeles while I deal with snow back home. We talk about the pressure hoteliers feel around food and beverage right now — rising costs, operational stress, and the need to make restaurants work financially without turning them into generic hotel outlets. What stood out to me is how directly they connect F&B to experience. Hotels use tableside service, presentation, fire, buyouts, and flexible programming to give guests a reason to choose one property over another. We cover:

As markets mature, they begin to specialize. That's something we're seeing more in extended stay and this episode of #NoVacancyNews shows the next stage of evolution when hotels borrow from apartment living and do it thoughtfully. I'm joined by Kate Thompson, Director of Commercial at Sage Hospitality Group, to talk about The Ann Savannah—an apartment-style hospitality concept built for guests who want independence without giving up service. The Ann offers fully equipped kitchens, multiple bedrooms, longer stays without daily intrusion, and a host-driven service model instead of a traditional front desk. At the same time, it still works for one-night stays, groups, and business travelers who want space and flexibility. What stands out is how intentional the operation feels. This isn't about removing service—it's about delivering it when guests actually want it. We cover: