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No Vacancy Live!

No Vacancy Live

No Vacancy is home to the hospitality industry's top podcasts. We speak to the CEOs, influencers and leaders to go behind the scenes of the hotel and travel business.

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Thursday · 14 min
Why Travelers Keep Shopping After Booking Their Hotels
Americans aren't giving up their holiday travel plans, even as they cut spending elsewhere. They're making different choices about how they travel, where they stay, and what constitutes good value. That's an interesting challenge for #HotelIndustry leaders. Here's the twist: Travelers book refundable hotel rooms, then keep shopping for better value. As #AI makes that process easier, a reservation no longer means a guest has stopped looking. Dr. Producer Suzanne Bagnera and I spoke with Jonathan Kletzel, Sales, Service and Marketing Practice Leader at PwC US, about the firm's latest holiday travel research. We get into why travelers continue to prioritize experiences and how their changing booking habits could shake up #HotelRevenueManagement sooner than you think. Thanks so much to Actabl for supporting this podcast. Actabl gives you the power to profit. Visit Actabl.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
Wednesday · 7 min
How Hotels Cut Costs Without Sacrificing Quality
I visited Avendra International to talk with Walt Sheffler, President of Avendra International North America, about some fascinating changes in #HotelOperations. Their technology identifies purchasing alternatives before operators place an order, while another tool analyzes buying habits and recommends three specific ways to save money. And that's just the purchasing side of the business. We also got into some surprisingly clever uses of technology, including smarter equipment monitoring and a better way to determine when public restrooms need attention. As #Hospitality operators struggle with labor shortages and rising costs, I think there's a lot to like here. Check out what Walt showed me and see where #HotelTechnology offers some practical opportunities to improve operations. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
Tuesday · 5 min
Marriott Vacation's New VIP Perks: What's Changing?
Marriott Vacations Worldwide just expanded its owner benefits program from five levels to seven, including new Reserve and Pinnacle tiers. But what makes those additional benefits valuable enough for vacation owners to deepen their loyalty to the brand? At Marriott's Grande Vista in Orlando, No Vacancy News host Glenn Haussman speaks with Maria Lieberman, VP of Marketing at Marriott Vacations Worldwide, about the strategy behind the expansion and the opportunities for #VacationOwnership operators. Marriott is putting greater emphasis on personalized vacation planning, flexibility and exclusive experiences that extend beyond traditional resort stays. Think concerts, cruises and guided tours. But how do those perks influence customer loyalty, and what do they mean for owners who already enjoy the brand? Glenn and Maria examine how Marriott is approaching those questions and why personal recognition plays an increasingly important role in #Hospitality. Thanks so much to Actabl for supporting this podcast. Actabl gives you the power to profit. Visit Actabl.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866. #MarriottVacationClub #GuestLoyalty
Monday · 31 min
I Tried Cooking at Benihana Las Vegas. What Could Go Wrong?
I've interviewed hundreds of hospitality professionals, but nobody's ever handed me a sharp knife and asked me to cook dinner at the same time. Until now! At Benihana inside Westgate Las Vegas, I put my #CookingSkills to the test while interviewing Kyle, one of the restaurant's teppanyaki chefs. He also had the unenviable task of keeping me from injuring myself or any innocent spectators! Between flipping utensils, launching shrimp toward my chef's hat and setting an onion volcano on fire, I squeezed in a few questions about entertaining guests while cooking their meals. Kyle shares some great #GuestExperience insights, while I demonstrate why interviewing requires considerably less coordination than cooking fried rice. Check out our #LasVegas kitchen adventure and decide whether I should stick with interviewing or apply for a job at Benihana! Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 24 · 1 hr
FNA 223: We Destroy Second City's Legacy!
The Second City gave us John Belushi, Tina Fey, Steve Carell, and generations of comedy legends. This week, two of their own joined #FridayNightAudit, giving Craig Sullivan, Suzanne Bagnera, and me a chance to find out whether professional comedy training could salvage any of our careers. The prognosis wasn't particularly encouraging. What an honor to welcome James Colquhoun, Co-President of The Second City, and Nick Castellanos, Senior Client Partner at The Second City, live from Chicago! We talked about how The Second City uses improv to sharpen communication skills, why hotel employees improvise practically every day, and what happens when people actually listen to each other. Craig had plenty of questions, Suzanne had even more opinions, and I learned that The Second City's approach involves lowering the stakes. Around here, we prefer lowering the standards. PLUS, after six months, 32 contenders, and an astonishing amount of complaining, we FINALLY crowned the champion of our Hotel Pet Peeves Tournament! Outlet Desert faced Always Hidden Lamp Switches in a ridiculously close contest, and even our guests couldn't agree on which hotel annoyance deserved eternal infamy. Join us for some laughs, cocktails, and the dramatic conclusion of a tournament that lasted longer than some hotel renovations. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 23 · 4 min
Why Hotel GMs Should Be Checking Competitors' Parking Lots
Sometimes the smartest #HotelSales strategy starts with driving through a competitor's parking lot and checking out the trucks! Those company names might reveal your next extended-stay customer, and no fancy algorithm replaces that kind of local intelligence. At last month's My Place Hotels of America conference, I spoke with Jeff Wermager, VP of Sales and Revenue, about combining sophisticated #RevenueManagement technology with some good old-fashioned detective work. My Place's Market Force program already has 75% of its hotels participating, and Jeff sees opportunities well beyond pricing rooms. He's focused on finding the right guests at the right rates for the right length of stay. Watch how My Place combines technology and local sales intelligence to strengthen #ExtendedStay profitability and why Jeff wants GMs out from behind their computers. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 22 · 28 min
A VIP Resort Inside a Luxury All-Inclusive? Here's Why
AMResorts co-founder Javier Coll lasted just two months in retirement before jumping back into #Hospitality. Now he's bringing a new level of luxury to #AllInclusive resorts with a JW Marriott in Costa Rica. His philosophy? Guests shouldn't spend their vacations constantly reaching for their wallets. I couldn't agree more! On a recent episode of No Vacancy, Suzanne Bagnera and I spoke with Javier, President of Mullen Hospitality Management, about the economics of upscale all-inclusive resorts and his Griffin Club concept. He's creating a VIP experience within an already luxurious resort, giving owners another opportunity to command premium rates. But how much more are guests willing to pay, and what convinces them it's worth the price? Javier offers an interesting perspective on #HotelDevelopment and how owners can capture more revenue from luxury experiences. Thanks so much to Actabl for supporting this podcast. Actabl gives you the power to profit. Visit Actabl.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 21 · 8 min
What Happened When This Independent Hotel Joined Marriott?
Hotel owners looking for clarity in the transaction market might be waiting a very long time. But waiting for perfect conditions isn't much of a growth strategy either. During The Lodging Conference, which recently wrapped up in Phoenix, I caught up with Kirk Pedersen, COO, and Paul Sacco, Chief Growth & Development Officer at PM Hotel Group. Two years after PM Hotel Group joined forces with Sightline Hospitality, they're pursuing growth opportunities in luxury, lifestyle and outdoor hospitality despite the uncertainty in the #HotelInvestment market. At Reset, an outdoor hospitality property in Joshua Tree, Kirk saw firsthand how much a major hotel brand influences consumer demand. The property initially faced the challenge of attracting guests as an independent hotel, but demand increased dramatically after Reset joined Marriott's Outdoor Collection. For #HotelOwners, it's a powerful demonstration of how the right brand partnership changes a property's competitive position. Hear Kirk's perspective on that experience and where he and Paul see opportunities in #HotelDevelopment despite the uncertain transaction market. Thanks so much to Unifocus for supporting this podcast. Unifocus: Workforce Management Redefined. Visit unifocus.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 20 · 9 min
Are Hotels Automating Away the Guest Experience?
During The Lodging Conference I caught up with Sara Masterson, President, and John Schultzel, Chief Growth Officer at Olympia Hospitality, about an interesting contradiction in the #HotelIndustry. Were automating more of the guest experience while travelers increasingly crave technology breaks. John shared how guests at an Olympia hotel in Chicago love playing vinyl records in their rooms, and Sara questions whether every new #HotelTechnology investment actually improves the guest experience. Plus, why personal recommendations beat online reviews and why Sara favors automating repetitive tasks while keeping hotel employees focused on guests. Thanks so much to Unifocus for supporting this podcast. Unifocus: Workforce Management Redefined. Visit unifocus.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 19 · 5 min
Why Aren't More Hotel Deals Getting Done?
During The Lodging Conference, I caught up with Ryan Bodine, SVP at NewGen Advisory, who sees plenty of buyers and plenty of hotels for sale. So why is it still so difficult for buyers and sellers to agree on a price? Ryan believes today's #HotelInvestment economics demand a different approach, especially as higher borrowing costs force investors to reconsider valuations and returns. Cheap financing made hotel deals easier to justify a few years ago, but many buyers still judge opportunities by expectations that no longer reflect today's #HotelTransactions market. Ryan and I also get into the psychological adjustment investors face as they navigate this new reality. Hear why he believes a reset in thinking could help hotel owners and investors recognize opportunities they might otherwise overlook. Thanks so much to Unifocus for supporting this podcast. Unifocus: Workforce Management Redefined. Visit unifocus.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 18 · 59 min
How hoteliers can build resilience through operational agility
The latest Hotel Business Hot Topics session, "Planning Through Uncertainty: A Resilience Playbook for Hotel Leaders," presented in partnership with Entegra, featured a panel of industry executives, along with moderator Glenn Haussman, founder/host, No Vacancy Live podcast, who explored how hotel leaders can build resilience amid ongoing uncertainty by focusing on operational fundamentals, empowering property-level teams and using technology strategically. Panelists also discussed how AI can streamline administrative tasks and support decision-making without replacing human expertise.
October 17 · 1 hr 1 min
FNA 222: The Quest for Hospitality Avalon
Michael Goldstein has a cocktail for every time of day and a succession plan that apparently depends on how much hes had to drink. Naturally, we invited him onto Friday Night Audit! Michael and David Caron, MBA, CHA of Avalon Hospitality Group join Glenn, Craig Sullivan, and Suzanne Bagnera, PhD, CHA, CED for a few drinks and plenty of laughs. We get into absurd hotel brand requirements, the latest from The Lodging Conference, and Michaels tradition of holding staff meetings on his boat. David also weighs in on when he might inherit the keys to the company. Plus, its the championship round of our Hotel Pet Peeves Tournament! Outlet Desert takes on Always Hidden Lamp Switches as we prepare to crown hospitalitys most infuriating annoyance.Pour yourself something good and join us. Cheers!
October 16 · 5 min
What Hotel Owners Want From Brands Right Now
During The Lodging Conference, Mark Sergot, Chief Development Officer, Americas, at IHG Hotels & Resorts, and I talk about a shift reshaping hotel development: owners at the end of a franchise agreement care far more about performance than the deal they signed years ago. Mark hears the same message again and again from owners: key money, fees and term length still count, but stronger results drive the next decision. That helps explain why IHG says Garner now ranks as the fastest-scaling brand in company history. Mark also shares how IHG uses brands like Hotel Indigo and Ruby to give owners more options across #HotelDevelopment and conversions. Hear how Mark thinks about #HotelPerformance, what owners tell him directly and why those conversations shape IHG's growth strategy across #Hospitality. Thanks so much to Actabl for supporting this podcast. Actabl gives you the power to profit. Visit Actabl.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 16 · 3 min
How My Place Hotels Makes Small-Market Hotel Development Work
Hotel development costs keep climbing, and smaller markets present an even tougher challenge. But My Place Hotels fits 63 extended-stay rooms on just 1.25 acres, creating opportunities where larger hotel projects struggle to pencil out. Last month, when I attended the My Place Hotels of America conference, I caught up with COO Matt Campbell about the company's growth strategy and its decision to bring back Trend Hotels by My Place, a flexible brand that gives owners another option in the #HotelConversion market. My Place is expanding its footprint across the country, and Matt shared that the company's loyalty program grew 75% since its last conference. But I'm especially interested in how its efficient #ExtendedStay operating model and smaller development footprint open opportunities in markets that other brands often overlook. Hear why Matt sees so much potential for owners and how My Place is approaching its next phase of #HotelDevelopment. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 15 · 5 min
The Hidden Cost of Hiring the Wrong Hotel Employees
During The Lodging Conference, Greg O'Stean, Chief Development Officer at Hotel Equities, and I tackled a familiar #Hospitality hiring dilemma. You need people, you've got open positions, and the temptation to fill those vacancies quickly is enormous. But hiring the wrong person creates problems for management, disrupts the entire team and leaves everyone dealing with the consequences long after the new employee starts. Greg calls it "locker room poison," and his philosophy applies to everyone from front desk associates to senior executives. He's taking his time filling positions on his own hotel development team, and he brings that same commitment to hiring the right people to Hotel Equities' approach to its 11,000 associates. During his years evaluating hotel acquisitions, Greg watched how general managers interacted with their employees when deciding which managers to keep. Hear what he looked for and what it reveals about #HotelLeadership, #HotelOperations and the #GuestExperience. Thanks so much to Unifocus for supporting this podcast. Unifocus: Workforce Management Redefined. Visit unifocus.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 14 · 4 min
Outrigger Is Reinventing Its Hotels. Here's the Strategy.
Outrigger Hospitality Group is spending $100 million renovating Outrigger Waikiki, taking the property, as CEO Jeff Wagoner puts it, "all the way down to the concrete." And the company is preparing to relaunch its brand after an extensive transformation of its hotel and resort portfolio. During The Lodging Conference, No Vacancy News host Glenn Haussman catches up with Jeff Wagoner, President & CEO of Outrigger Hospitality Group, about the company's ambitious renovation strategy and what comes next for one of hospitality's most recognizable resort brands. With major projects in Hawaii and Thailand nearing completion, Outrigger is preparing a new chapter that emphasizes the history, culture and character of each destination. Jeff shares how the company incorporates local storytelling into its properties, including artwork and design elements featuring recycled materials and rope recovered from the ocean. But how does Outrigger translate hundreds of millions of dollars in property improvements into a stronger brand identity that resonates with today's travelers? And what does Jeff envision for the company's next chapter? Hear Jeff's perspective on Outrigger's transformation and the strategy behind its investments. Thanks so much to Unifocus for supporting this podcast. Unifocus: Workforce Management Redefined. Visit unifocus.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866. #OutriggerHotels #HotelDevelopment #Hospitality
October 13 · 7 min
The Hidden Inefficiencies Costing Hotels Money
During The Lodging Conference, Shozib Khan, SVP of Strategic Asset Performance at Spire Hospitality, and I tackled a frustrating reality of #HotelTechnology: Hotels collect mountains of data, yet employees still waste time hunting for basic information. Think about a room attendant knocking on five doors just to find an empty room. Multiply those wasted minutes across an entire hotel portfolio, and the opportunity for #AI becomes obvious. But Shozib challenges the industry's focus on cutting labor hours. He sees a bigger opportunity in giving employees their time back, improving productivity and boosting profitability. His approach to #HotelOperations offers a different perspective on where technology delivers the greatest value. Hear why Shozib believes hoteliers are overlooking some of their biggest opportunities to improve performance. Thanks so much to Unifocus for supporting this podcast. Unifocus: Workforce Management Redefined. Visit unifocus.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 10 · 8 min
How Raines Finds More Profit Inside Existing Hotels
During The Lodging Conference, Kerry Ranson, President Operations/Partner of Raines, and I talk about why more hotel owners now question whether their management company still fits the asset. Debt costs rise, expenses squeeze margins and topline growth doesn't guarantee stronger profit. Raines owns hotels, so Kerry looks at third-party management through the same lens as the owner. He explains where fresh eyes uncover missed revenue, why asset value deserves more attention than a month-end statement and how Raines finds additional income inside hotels without chasing growth for growth's sake. If you own, operate or manage hotels, his take on #HotelOperations, #HotelRevenue and management performance gives you plenty to think about. Thanks so much to Unifocus for supporting this podcast. Unifocus: Workforce Management Redefined. Visit unifocus.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 9 · 4 min
Why Hoteliers Have More Pricing Power Right Now
During The Lodging Conference, Joseph Bojanowski, President of PM Hotel Group told me his Q4 booking pace is up double digits across group, transient, meetings and events, with Q1 tracking the same way. That's quite the different story than the broader economic mood. Low supply gives hoteliers pricing power, and Joseph thinks they need the confidence to use it. We also get into the value-minded traveler and how AI helps hotel teams spend more time with guests, create a more personal experience and support stronger pricing without losing the human side of #Hospitality. Watch this one to hear why Joseph feels so bullish on #HotelPerformance and where he thinks hoteliers still have room to push #HotelRevenue. Thanks so much to Unifocus for supporting this podcast. Unifocus: Workforce Management Redefined. Visit unifocus.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.
October 8 · 7 min
How Higher Interest Rates Are Reshaping Hotel Investment
I'm at The Lodging Conference with Greg Friedman, CEO of Peachtree Group, talking about what happens when the cost of money moves faster than the economics of a hotel deal. Greg walks through a hypothetical $25 million loan where annual interest expense jumps from about $1 million to $2 million. Add higher operating costs and the margin for error gets very thin. Owners must drive more revenue, protect NOI and take a much harder look at what an asset is really worth. We also get into the odd split in today's market: developers face tougher economics while existing owners benefit from less new supply. Higher rates keep changing #HotelInvestment decisions, but Greg still sees opportunity for people who understand the fundamentals and know where to look. Watch this one for a sharper read on hotel values, development and ownership strategy across #Hospitality. Thanks to Unifocus for supporting this podcast. Unifocus: Workforce Management Redefined. Visit unifocus.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.

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