No Vacancy Live!

14:58

What Hotels Stop Knowing After the Guest Checks In

No Vacancy Live! ·

2026/09/08

Hotels spend years collecting guest data, then lose sight of what people want the moment they're actually staying in the room. Kevin Rohani, founder and CEO of Camo Hospitality, joins me on No Vacancy to talk about that blind spot. Guests order food, transportation, entertainment and other services during their stay, but much of that activity happens outside the hotel's ecosystem. So the property sacrifices more than revenue. It also misses valuable insight into what guests actually want while

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11:18

Labor Day Flashback: Marriott Vacations Worldwide...

No Vacancy Live! ·

2026/09/07

Live experiences drive operating success because they create reasons to travel, reasons to spend, and reasons to come back. That's why Marriott Vacations Worldwide is building Inner Circle around them. During ARDA, I talked with Mike Flaskey, President and COO of Marriott Vacations Worldwide, about what changes when the offer expands beyond the villa and into the full trip. 🎟️ Inner Circle launches June 22 and centers music, culinary, sports, and TV experiences 🎸 Launch example: a Lee Brice show

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04:50

Holiday Flashback: How Wyndham Uses Experiences to...

No Vacancy Live! ·

2026/09/04

To ease us into the holiday weekend, here's a rerun of a fun video I recorded in a Puerto Rican rainforest! Wyndham Rewards pushes beyond hotel nights into experiences, and Michael Shiwdin, Global VP of Loyalty at Wyndham Hotels & Resorts, explains why: engagement drives direct bookings, and direct bookings drive owner value. I talked with Michael at Wyndham Grand Rio Mar Rainforest Beach & Golf Resort about how Wyndham Rewards Experiences works and what it means for hotels in the portfolio. 🌿

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04:43

Holiday Rerun: How Starwood Makes Its Hotels Feel...

No Vacancy Live! ·

2026/09/03

To ease us into the holiday weekend, here's one of my favorite chats from the year: Starwood Hotels operates 1 Hotels, Treehouse Hotels and Baccarat Hotels & Resorts around one idea: products need emotion and soul, not templates. While hosting Starwood's annual conference, I talked with Raul Leal, CEO of Starwood Hotels, about differentiation through nature-led design, human experience, and AI-driven personalization that stays human. 🌿 Raul says nature-led "hardware" sets the tone the second guests

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05:53

How Hotel Teams Build Collective Excellence

No Vacancy Live! ·

2026/09/02

Collective excellence starts when hotel teams stop operating in separate lanes and start moving in the same direction. Glenn Haussman talks with Ben Campbell, President and CEO of Hospitality America, from **PEACHCON, the company's annual conference**, where team members come together to connect, learn and align around what comes next. Ben's focus is simple: get better today than yesterday and better tomorrow than today. That means stronger talent, stronger relationships and more value for team

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03:06

Why This Hotel GM Gets Silly Every Morning

No Vacancy Live! ·

2026/09/02

A busy airport hotel never really slows down. Guests come and go at all hours, plans change quickly and the team needs to stay ready for whatever walks through the door next. Alicia Augustine, GM of the Hyatt Place Pensacola Airport, joins me on No Vacancy and explains how she keeps her team prepared. Every morning at 9:00, they meet to cover priorities, talk through what needs to happen and spend a few minutes laughing together before getting to work. That #HotelLeadership approach carries straight

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05:48

How Better Guest Experiences Drive Hotel Revenue

No Vacancy Live! ·

2026/09/01

Hotel operating costs keep climbing, but revenue isn't keeping pace. That's forcing operators to rethink where the money comes from. Rhiannon Reynolds, VP of Operations with Innisfree Hotels, joins me on No Vacancy from Pensacola, Florida, where we talk about how essential it is to shift from an ADR mindset to thinking about the total value of every guest. Once someone arrives, the opportunity extends well beyond the room rate. Food, drinks and other on-property experiences add revenue while giving

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02:55

Why This Hotel's Housekeepers Don't Quit

No Vacancy Live! ·

2026/08/31

A beachfront resort in peak season puts plenty of pressure on a hotel team. The GM of the Holiday Inn Resort Fort Walton Beach found a way to keep hers. Sandy Beebe-Osipov joins me on No Vacancy and tells me she went more than a year without hiring a housekeeper because not a single team member quit. That's a remarkable #HotelLeadership stat in a business that constantly wrestles with turnover. Her approach isn't complicated. Sandy connects with employees, runs daily huddles, sets expectations and

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58:14

FNA 220: Glenn's Wife Has Some Complaints

No Vacancy Live! ·

2026/08/29

Putting my wife on Friday Night Audit seemed like a good idea. It was not. Helene Stein joins Craig Sullivan, Dr. Producer Suzanne Bagnera and me, and very quickly discovers the real purpose of the show: publicly correcting me while drinking. She gets into my travel habits, my complete lack of home-repair skills and hotel pet peeves, right as our Worst Hotel Pet Peeve bracket hits a semifinal showdown: Water Pressure Roulette vs. Constantly Hidden Lamp Switches. See which hotel annoyance wins — and

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36:43

Why Technology Can't Replace Hospitality

No Vacancy Live! ·

2026/08/27

A coffee shop knows your name, loyalty status, order and how you paid — then calls out, "Whoever ordered the Americano." That pretty much sums up where service goes wrong. Bart Berkey, keynote speaker, author of Most People Don't and former Ritz-Carlton sales leader, joins Dr. Producer Suzanne Bagnera and me on No Vacancy to talk about Humanality: using #Technology without forgetting to see the human being standing in front of us. Hotels spend fortunes on systems and personalization, yet saying

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24:24

Australia's Next Big Hotel Opportunity: Extended Stay

No Vacancy Live! ·

2026/08/26

Some of Australia's strongest extended-stay demand sits in places most travelers would never think about. Damien Gallace, Managing Director and Co-Founder of Extended Stay Australasia, joins me on No Vacancy with a very different way to look at the #HotelDevelopment map. His team follows demand from steel, mining, ports, defence, hospitals and universities, then looks for places where people need to stay for weeks or months and the right accommodations don't exist yet. That gets even more

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08:02

How Westgate Las Vegas Keeps Legendary Vegas Alive

No Vacancy Live! ·

2026/08/25

Westgate Las Vegas is betting on something Vegas can't manufacture: history. Dawn Rawle, SVP of Marketing, Advertising and Guest Experience, joins me on No Vacancy from the very stage where Elvis performed, standing on the original planking he walked across decades ago. Westgate doesn't treat that #LasVegas history like something trapped in a display case. The team uses it to shape what guests experience right now. That means Barry Manilow today, memories of Elvis and Liberace everywhere, and team

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07:58

The Peabody Memphis Opens a Luxury Hotel-Within-a-Hotel

No Vacancy Live! ·

2026/08/24

The Peabody just opened a luxury hotel inside The Peabody. Doug Browne, President of Peabody Hotels & Resorts, joins me on No Vacancy to explain the thinking behind the new Pembroke Club. The hotel takes an already premium experience, creates an even higher #Luxury tier and gives guests who want more service a reason to pay for it. The Pembroke Club team starts working with guests before they arrive, coordinates their arrival and stays involved through departure. The Peabody doesn't simply charge

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24:41

FNA 219: Hotel People Shouldn't Order Drinks This Big

No Vacancy Live! ·

2026/08/22

Glenn Haussman, Craig Sullivan and Dr. Producer Suzanne Bagnera finally did Friday Night Audit together in the same room, and Memphis got the honor of dealing with all three of them. They broadcast from Kooky Canuck, right across the street from the famed Peabody Hotel, with giant drinks on the table and friends from the Southern Lodging Summit dropping in throughout the show. Producer Dave joined remotely, the conversation went wherever it wanted to go, and the original live audio decided it wanted

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16:28

How Asheville Shapes This Embassy Suites

No Vacancy Live! ·

2026/08/19

A major hotel brand doesn't need to make every property feel the same. I toured the Embassy Suites Downtown Asheville with Jack Benton, Area Director of Sales & Marketing, and this hotel takes plenty of inspiration from its surroundings. Appalachian textures, mountain-inspired design, open public spaces, meeting areas that connect naturally with the rest of the hotel and guest rooms with unobstructed views give the property a strong sense of #Asheville. The hotel also packs in more than you might

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10:00

How Short-Term Rentals Use Data to Price Smarter

No Vacancy Live! ·

2026/08/18

A popular band you've never heard of announces a tour, demand suddenly takes off in a market, and a short-term rental owner misses the signal and leaves money on the table. That's one of the examples Anurag Verma, co-founder of PriceLabs, and I get into while walking along the Chicago River. PriceLabs watches what's happening across individual markets and combines those signals with an operator's own data, giving #ShortTermRental owners a much broader view of demand than one property alone provides

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13:43

The Hidden Technology Behind Every Hotel Booking

No Vacancy Live! ·

2026/08/18

The hotel room someone books online sits at the end of a massive web of technology, partnerships and decisions most of us never see. Danielle Von Weyhrother, Head of Sales North America at HBX Group, joins me on No Vacancy to pull back the curtain on #HotelDistribution. HBX connects hotels with airlines, travel agencies, OTAs, loyalty programs and more than 100,000 clients worldwide, helping hotels reach demand far beyond the obvious booking channels. Then #AI changes the equation. Danielle explains

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12:06

India's Hotel Boom Is Bigger Than You Think

No Vacancy Live! ·

2026/08/17

Something enormous is happening with hotels in India, and I don't think enough people realize the scale of it yet. I brought Bruce Ford, SVP of Lodging Econometrics, back to No Vacancy because the numbers coming out of #India are pretty staggering, but the real story goes much deeper than the size of the pipeline. Global hotel companies are making major moves across the country, investment is accelerating, and Bruce sees development spreading into markets that barely register on most people's radar

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01:06:14

FNA 218: Red Roof, Red Jackets & Really Bad Advice

No Vacancy Live! ·

2026/08/15

Friday Night Audit gives hotel company presidents a dangerous combination: cocktails, bad ideas and three people absolutely convinced they know how to run the business better. Red Roof President Zack Gharib made the mistake of joining us this week. We insisted our advice was genius. Zack knew better. Between drinks, Craig Sullivan started designing a red-jacket tradition for Red Roof, Suzanne Bagnera battled technical problems, I kept one eye on a pork butt creeping toward 205 degrees, and Zack kept

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31:05

Why This 14-Room Fantasy Hotel Gets Millions of Views

No Vacancy Live! ·

2026/08/13

What happens when you build a hotel around elves, orcs, fairies and leprechauns — and commit fully to the idea? Ancient Lore Village has just 14 rooms, yet some of its social videos draw millions of views, including one that topped 25 million. Now CEO Melissa Blattner is taking the concept much further. I spoke with Melissa about why immersive storytelling connects so strongly with guests and what separates a real experience from something a hotel simply calls an "experience." Plenty of hotels

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