No Vacancy Live!

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: 💡 How Stonebridge uses strategic thinking at the property level 🏨 Why some assets win during flat markets — and why others don't 🤖 Where AI actually helps (and where it never should) 📉 Why margins tighten when operators chase savings in the wrong places 🏷️ How brand saturation affects real revenue contribution 🔍 What Rob watches closely when underwriting hotel takeovers 🔄 Why repeat guests matter more now than ever Question for you: What's the smartest margin-improving move you've seen in the past year?

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: 📊 Why Europe and the Middle East dominate global luxury pipelines 🏨 How construction timelines pushed out nearly a year post-pandemic 🌍 Why major Middle East projects involve entire cities, not single assets 💡 How Europe trails U.S. trends by 6–12 months — and what that means 🔧 Why conversions and renovations surge as markets hit a performance plateau 🏷️ How "unbranded" boutique concepts evolve into recognized chain-scale brands Question for you: Which region feels more primed for growth right now — Europe or the Middle East?

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: 🏨 How hotels donate unused room nights to fund scholarships 💡 Why empowering current hotel employees matters more than ever 🤝 The simple, zero-cost way hoteliers can join the cause 📈 How this model boosts morale, retention, and community image ❤️ Real stories from recipients who turned opportunity into growth Giving back doesn't have to drain budgets — sometimes, it's as easy as donating a night. Would your property donate an unused room if it could change a life?

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: 💡 How LHW helps hotels differentiate in a crowded luxury market 🏨 Where guest expectations are moving next 🤝 How transparency strengthens operator–owner relationships 🍽️ The growing weight of food & beverage strategy 📈 Why strong leadership alignment improves performance Your turn: What's the biggest change you think luxury hotels will face in the next two years?

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: 🏨 How Wenzell & Fisher fills urgent staffing gaps for hotels 💡 Why flexibility and service recovery define great partnerships 🙌 The traits that make a successful task force consultant 🚀 Growing a startup through persistence and connection 🤝 Why relationships — not transactions — drive long-term success ❤️ The mindset that separates successful entrepreneurs from the rest 🙏 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. If you're passionate about building stronger hotel teams, like, subscribe, and drop a comment: What's one staffing solution that's worked best for your property?

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 💡 Identify profit opportunities hiding in everyday operations 🏨 Use labor strategy to increase margins without cutting corners 🤝 Strengthen culture while improving efficiency 🧠 Apply technology that empowers, not replaces, your people ⚙️ Fix broken processes instead of eliminating value 🎯 Ask one question that keeps your leadership team aligned Strong leaders don't wait for easier conditions — they create them. What's one process you'll improve next?

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. 👋 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Insights 🏨 Inside the reopening of the iconic Waldorf Astoria New York 🧠 Why consistent training directly impacts profitability 💬 How MDA creates five-star service through repetition and feedback 🌍 Expanding globally — from New York to Sicily and Sardinia 🍽️ The connection between guest satisfaction and employee confidence 💡 Why five minutes of daily training can transform performance ❤️ Humanity is still hospitality's greatest technology How does your team make training a daily habit?

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: 📊 68% of mid-size hotels (100–250 rooms) prefer best-in-class solutions 🏨 Independent hotels lean toward all-in-one platforms for simplicity ⚙️ Integrations, ease of use, and support top the priority list 💬 Why tech adoption often fails — and how to fix it 🧠 Cultural adaptation matters more than code 📈 51% of respondents plan to replace PMS and CRS systems soon ❤️ Guests do feel better tech through smoother digital experiences Technology isn't just about efficiency — it's about freeing people to be more human in hashtag#hospitality. Which approach do you think delivers the better guest experience?

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. 👋 Special thanks to Uniguest, powering hotel engagement and communication technology that helps elevate guest experience. Visit Uniguest.com. Key Insights 🏎️ How MGM Resorts manages the Formula 1 weekend across all properties ✈️ Coordinating private aviation traffic and FAA slot times 🛎️ Why communication between teams defines guest satisfaction 🔒 Security as the front line of guest service 🤝 The importance of citywide collaboration across "frenemy" competitors 🇺🇸 MGM's "Salute to the Troops" program and commitment to veterans 🌆 How Las Vegas reinvents itself every year through innovation and teamwork Las Vegas isn't just the entertainment capital of the world — it's a masterclass in hospitality logistics. What's the biggest challenge your team faces during large events?

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 🏨 How Lantern Columbia blends adaptive reuse with modern design 💡 Partnering with Carolina LIFE to build an inclusive workforce 🤝 The business case for purpose-led hospitality 🔥 Why community connection drives profitability 🎯 Turning old spaces into new opportunities 🌆 The story behind Raines Company's next Lantern project in Rock Hill 🙏 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. If you believe hospitality can make a difference, like, subscribe, and share your thoughts below: How can hotels create more inclusive opportunities in your community?

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. 👋 Special thanks to Axonify, helping hotels power better guest experiences through smarter, more engaged frontline teams. Visit Axonify.com. Key Insights 🌴 CoralTree's independent portfolio gives freedom to personalize service 🧠 AI and automation reduce redundancy so staff can focus on people 🙌 Empowered employees = exceptional experiences 💬 Personal interactions outperform even the best-designed apps 💡 Why service skills are becoming a lost art — and how to bring them back 👥 Training Gen Z associates for people-first hospitality 🚀 The luxury differentiator: connection over convenience What's one thing your team does to bring the human side of hospitality back to the forefront?

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. 👋 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Insights 📈 China alone accounts for nearly a million rooms in the pipeline 🏨 Western brands like Marriott, Hilton, and Wyndham are fueling growth 🤝 Master franchise agreements accelerating large-scale expansion 🏗️ Pandemic-delayed projects now entering the market 🌆 Thailand, Indonesia, and Singapore emerging as regional hubs 💡 New secondary cities in China ready for brand entry 🏝️ Luxury and resort development thriving in destinations like Bali Asia-Pacific is officially the engine of global hotel growth — and the next five years will be massive.

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. 👋 Special thanks to Entegra, helping hoteliers protect margins and improve profitability through the power of group purchasing. Visit EntegraPS.com. Key Insights 💡 Growing a brand while protecting its cultural DNA 🙌 Hiring for heart — the one question that filters for values 🏨 Building teams that see themselves as "difference makers" 🤝 Turning genuine care into measurable performance 🎯 How culture drives retention, productivity, and profit ❤️ Doing right by people is the business plan How do you keep culture strong when your company starts scaling fast?

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. 👋 Special thanks to Axonify, helping hotels power great guest experiences through stronger frontline teams. Visit Axonify.com to learn more. Key Insights ⚙️ Guests expect seamless tech — from streaming to smart lighting 📡 Bandwidth isn't optional: it's the new guest essential 🤖 AI and facial recognition are transforming check-in experiences 🧠 Cloud systems mean operators need stronger networks, not more hardware 👥 Tech only works when staff training keeps up 🏨 Luxury experiences depend on anticipating needs, not just meeting them How do you see technology reshaping the guest experience in the next five years?

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. 👋 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Insights 📈 India's hotel pipeline has nearly doubled since 2023 🏨 Western brands are rapidly expanding across all chain scales 🧳 Soft brands like Autograph, Curio, and Tribute drive local flavor 🤝 Master franchise agreements accelerate multi-city growth 🔄 Conversions and white-label deals are a major strategy 🌆 Suburban expansion mirrors U.S. development patterns 🚀 India may open 20,000 rooms a year by 2028 India isn't just the next big market — it's the new engine of global hospitality growth. What region do you think will drive the next wave of hotel development?

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. 👋 Special thanks to Entegra for powering this conversation. If you're feeling the squeeze on pricing, get into the power of group purchasing at EntegraPS.com. Key Insights 🍽️ Why Crestline launched its first dedicated food & beverage division 💡 How "back to basics" — lighting, music, and service — drive real ROI 🍹 The rise of mocktails and zero-proof beverage programs 📸 Creating Instagrammable moments that drive social buzz 🤝 Engaging local micro-influencers to increase traffic and awareness 🏨 How F&B enhances ADR and occupancy, not just revenue 🚀 Lifestyle hotels are leading the charge in creative dining The message is clear: great food and beverage isn't just a guest amenity — it's a business strategy. How are you using F&B to grow profitability at your hotels?

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. 👋 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. And to HotelData.com — your ally for budget season benchmarking. Key Insights ✨ Hybrid model = flexibility & profitability in any market 🏘️ Furnished vs unfurnished units optimize occupancy mix 🤝 Wyndham partnership expands franchise pipeline & brand reach 🧠 AI + robotics drive operational efficiency without cutting people 📈 "Wall Street to Wichita" — Mimi's story of coming home to hospitality 📬 Old-school sales still win: handwritten notes > mass emails 🎓 Student housing and longer-term residential demand create new use cases What's your take — is extended stay the most resilient segment in hospitality today?

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. 👋 Special thanks to Axonify, powering frontline teams to elevate guest experience. Visit Axonify.com. Key Insights ✨ One-day PMS onboarding = faster training, better retention 💳 Simplified payments reduce errors & free staff time 🤖 AI search becoming a real booking channel fast 🔗 OTAs partnering with LLMs — hotels must act now 📡 Direct MCP connections boost brand contribution 🧠 Tech strengthens human hospitality — not replaces it 📱 AI adds a channel — doesn't remove existing ones What's your biggest tech priority right now?

Ever wonder what it takes to run one of the busiest hotels in America — right next to #Disneyland? 🏰 For #NoVacancyNews, Suzanne Bagnera and I caught up with Sergio Bocci, GM of the Hilton Anaheim, who somehow manages to keep this massive operation running smoothly while making it all look easy. From balancing staff morale to guest expectations (and the occasional family meltdown after a long park day), Sergio's mastered the art of calm under pressure. This conversation is all about leadership, hospitality, and staying human in a business that never stops moving. Huge thanks to my friends at Actabl for powering conversations like this — helping hotels use real data to work smarter, not harder. Visit Actabl.com