No Vacancy with Glenn Haussman

It’s not about thread count—it’s about people. On #NoVacancyNews, Glenn Haussman and Anthony Melchiorri chat with hospitality consultant and author Kate Buhler, whose career has taken her from the world’s most iconic hotels to coaching today’s front-line staff and executives. 🔍 Topics that matter: Why today’s luxury service challenge is more about managers than guests The real impact of tech and AI—and why guests still crave a human touch Why and how elegant upselling can feel like #hospitality, not a hustle The problem with staffing algorithms and how they’re killing team culture How top-performing hotels are balancing profitability with purpose Smart strategies for building confident, emotionally connected staff 💬 Plus: Hilarious war stories, heartfelt moments, and hard truths about what’s working—and what’s not—on hotel floors today. Special thanks to our advertiser: Actabl gives you the power profit — visit Actabl.com  

What happens when you merge the top two players in hotel tablet tech? According to Kevin Bidner, CEO of hashtag#HCN, it’s a hospitality tech revolution. In this hashtag#NoVacancyNews, Glenn Haussman catches up with Kevin to discuss a game-changing shift for four-star hotels and beyond. Here’s what you’ll discover: • Why HCN’s acquisition of Crave marks a major turning point in the in-room technology landscape • How guestroom tablets are finally becoming cost-effective—even profitable—for four-star hotels • The innovative model turning tablets into revenue generators via advertising, ticketing, and stakeholder partnerships • A first look at the concierge AI platform that provides personalized city itineraries, restaurant bookings, and more—right from the guestroom and into your pocket • How HCN is bringing back a sense of personal service once reserved for five-star stays, now powered by scalable technology • Why Bidner believes this is “the biggest thing in the travel industry ever”—and what it means for hotel operators and profitability

Forget everything you thought you knew about hotel tech. On #NoVacancyNews, Glenn and Anthony chat with Bright Hotel Group CEO Deniz Dorbek Kocak about how her team is rewriting the rules of hospitality through integrated technology, curated design, and authentic guest connection. 💡 What you’ll hear about: The Bright Group’s evolution from tech firm to hotel operator—and why that shift matters How self-check-in kiosks and lean teams improve margins without compromising guest service Why tech should feel invisible yet powerful — especially for Gen Z and Millennial travelers Personalization that actually works: blending anticipation with simplicity and authenticity Building a hotel brand that speaks to neighborhood culture, not just corporate standards Breaking the 250-room barrier: can large hotels still offer true customization? ✨ Special thanks to our sponsor Actabl – Actabl gives you the power to profit. Visit Actabl.com to learn more.  

What happens when you merge the top two players in hotel tablet tech? According to Kevin Bidner, CEO of #HCN, it’s a hospitality tech revolution. In this #NoVacancyNews, Glenn Haussman catches up with Kevin to discuss a game-changing shift for four-star hotels and beyond. Here’s what you’ll discover: • Why HCN’s acquisition of Crave marks a major turning point in the in-room technology landscape • How guestroom tablets are finally becoming cost-effective—even profitable—for four-star hotels • The innovative model turning tablets into revenue generators via advertising, ticketing, and stakeholder partnerships • A first look at the concierge AI platform that provides personalized city itineraries, restaurant bookings, and more—right from the guestroom and into your pocket • How HCN is bringing back a sense of personal service once reserved for five-star stays, now powered by scalable technology • Why Bidner believes this is “the biggest thing in the travel industry ever”—and what it means for hotel operators and profitability

Peter Ricci is Hospitality & Tourism Management Director @ Florida Atlantic University. We assume that since the humidity is clouding his judgement, he's joing Glenn, Craig and Producers Dave and Suzanne for some laughs and cocktails to kick off the weekend.

In this episode of hashtag#NoVacancyNews, Glenn Haussman and Anthony Melchiorri talk with Jimmy Taylor, VP Operations at IHG Hotels & Resorts, about what really drives long-term success in hospitality leadership. • Why being truly hashtag#authentic beats trying to fit a corporate script — and how that builds loyalty • How hiring “thoroughbreds” but managing them like donkeys damages culture and retention • The six A’s that shape Jimmy’s leadership style: accessible, accountable, approachable, attitude, authentic, adaptable • Why empathy and fairness matter more than micromanagement — especially in today’s labor market • Insights on balancing owner expectations, brand standards, and team empowerment • Stories that reveal why people across the industry describe Jimmy in one word: honorable Special thanks to our advertiser: Actabl gives you the power to profit, visit them at Actabl.com.

Recorded during HITEC, #NoVacancyNews had the privilege of chatting with Michael Schubach Shubach from Rosen Hotels & Resorts to explore how #hoteltechnology, people-first thinking, and bold ideas could reshape the hospitality industry. ✨ Key highlights from our conversation: • Why Rosen is exploring a 4-day workweek with 5-day workweek pay as a real benefit of AI-driven productivity • How sharing automation gains with employees—rather than only owners—can build unmatched loyalty • Tackling class divides in hospitality by returning more time (instead of promising remote work that frontline staff can’t access) • Using technology to remove workplace monotony and open paths for growth, not just cost-cutting • What it means to truly care for your people beyond the usual perks and policies It’s not just about doing things differently—it’s about rethinking why we do them at all. 👏 Special thanks to our advertiser Uniguest — connecting the guest journey with your messaging and brand. Learn more at uniguest.com.

✨ In this episode of hashtag#NoVacancyNews, Glenn Haussman and Anthony Melchiorri speak with Loay Nour, VP of Brand and Marketing at Fairmont Hotels & Resorts, about how a heritage brand keeps its edge by making every stay truly special. 🔑 Highlights you won’t want to miss: • Why Fairmont’s new campaign isn’t just hashtag#marketing—it’s a cultural movement within the company • The powerful role of storytelling and real-life legends like Thomas Wolfe in connecting with guests • How Fairmont balances modern digital tools with timeless human touch • The secret behind creating unforgettable moments for travelers worldwide—from grand gestures to the smallest thoughtful details • Bringing “Make Special Happen” to life across 95 iconic properties, each with its own soul Fairmont’s approach reminds us that true hashtag#hospitality goes beyond beds and buildings—it’s about the people and stories that make each experience memorable. Special thanks to our sponsor Actabl: Actabl gives you the power profit — visit them at Actabl.com

Happy Holiday! Enjoy this best of episode from February.   🚀 What does it take to revolutionize restaurant and hotel design? Find out as we sit down with the legendary Adam Tihany, the creative force behind some of the most iconic hospitality spaces in the world! From working with Thomas Keller and designing world-class restaurants to shaping the future of luxury cruise ships, Tihany shares an unfiltered look at his journey, creative process, and the struggles behind the success. 🔹 Highlights from this can't-miss episode:  ✔️ How a chance encounter at Studio 54 led to his first big break in restaurant design  ✔️ The struggles of starting out—nearly going broke before making it big  ✔️ The wild story behind Mandalay Bay’s famous flying wine angels 🍷😇  ✔️ Why today’s design world lacks originality and how true creatives stand out  ✔️ The unexpected challenges of redesigning the legendary Per Se restaurant  ✔️ What inspires his designs—from movies to global culture  ✔️ How he’s now giving back by shaping the next generation of hospitality designers  🔥 If you love restaurants, hotels, or just great stories about innovation, you won’t want to miss this one!  🎧 Listen now and don’t forget to subscribe for more insider conversations on hospitality, design, and business!

Recorded live during HITEC last month, Glenn Haussman and hashtag#NoVacancyNews talks with Deborah Stuempfig and Amy Jones from Omni Hotels & Resorts about what it really took to rebuild their entire hashtag#hospitalitytech stack—and why it’s transforming how they do business. 🧠 What you’ll learn: Why Omni decided to move away from running its own tech and partner with Oracle How strong change management and executive backing kept the project on track The real challenges behind the scenes—and why they didn’t let doubt stop them New opportunities unlocked: faster integrations with booking engines, F&B systems, and partner platforms What’s next: fully moving PMS and POS to the cloud for a seamless guest and operations experience This episode is sponsored by Unifocus —workforce technology that drives value. Learn more at unifocus.com. 👇 Tell us in the comments: Would your organization take on a full rebuild like this?

953: Can BoB Reinvent Budget Hotels?

Recorded on the bustling HITEC show floor, hashtag#NoVacancyNews caught up with Jeff Borman of Ashford Inc. (and No Show, A Travel Industry Podcast) to unpack how AI in hashtag#hospitalitytech is moving from hype to practical strategy. Here’s what you’ll hear: ✅ Why this year’s conversations finally feel actionable, not just theoretical ✅ How hotel commercial leaders are using AI today to improve operations and guest connections ✅ The challenges of data ownership, privacy, and working across brands vs. independents ✅ Why Jeff left HITEC with a real to-do list instead of just big ideas Big thanks to Uniguest for supporting this conversation! Learn more about how they connect the guest journey to your branding at uniguest.com.

📍 Recorded studio-style, Glenn Haussman and producer Suzanne welcome Shamim Ehsani, co-founder of Tribe Hotel in Nairobi to #NoVacancyNews, who’s challenging the clichés of African #hospitality and revealing a bold, design-led approach to travel experiences in Kenya. 🌍 Here’s what you’ll hear: •    🏨 How Tribe Hotel helped lead the transformation of Nairobi’s hotel scene from colonial formality to contemporary cultural expression •    🎨 The Ehsani family’s dedication to art, architecture, and experience-driven design, including a 900+ piece in-house art collection •    🦁 A look at exclusive offerings like night safaris, running with former world-record marathoners, and showcasing Kenya beyond the expected •    🍽️ Why they shifted the hotel’s food program to be authentically African — after testing over 170 dishes for the new menu at Jiko restaurant •    🤯 A global pet-peeve list turned design blueprint: Shamim’s hilarious and relatable frustrations with things like long check-ins, weak Wi-Fi, minibar gouging, and windows that don’t open 💬 “We didn’t want another hotel that mimicked outdated ideas. We wanted to build something that feels like Nairobi — modern, stylish, and true to who we are.” – Shamim Ehsani 🙌 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com to learn more.  

We’re back in our pre-recorded format! In this episode of hashtag#NoVacancy, I’m joined by Seth Bolt and Tori Bolt, founders of Bolt Farm Treehouse, who’ve created one of the most compelling hashtag#hospitality concepts in the country—where hashtag#guestexperience, design, and mission-driven leadership all come together in a powerful way. Doctor Prodcuer Suzanne cohosts. Special thanks to our advertiser: Actabl – Gives You the Power to Profit. Visit them at Actabl.com 🎧 What you’ll learn from this conversation: • How a handcrafted honeymoon retreat turned into a growing, high-performance resort business • Their 100% direct booking model—achieving 94% occupancy and a 25–30% rebooking rate before checkout • The strategy behind building an Instagram community of over 630,000 followers • Why storytelling and transparency have helped shape a brand with loyal fans • Their unique hiring philosophy, resulting in 11,000+ applications and a top-tier team • How they deliver immersive, guest-first experiences without relying on traditional hotel structures • The role AI will play in enhancing hospitality while keeping the human touch front and center • Their commitment to intentional growth without sacrificing what makes their concept special This episode offers valuable insight into how bold vision, operational focus, and creativity can lead to something truly distinct in today’s hospitality landscape.

During Hospitality Financial and Technology Professionals (HFTP®) HITEC, hashtag#NoVacancyNews caught up with Jennifer Barnwell, President of Curator Hotel and Resort Collection, to discuss how she evaluates hospitality technology for a diverse portfolio of independent hotels. With so many vendors vying for attention, she shared how Curator narrows the field and finds real value for its member hotels. Here’s what we covered: How Curator uses events like hashtag#HITEC to strengthen vendor relationships and discover meaningful innovations The role of pilot programs in validating tech before wider adoption Why it's critical to focus on tools that support team efficiency and guest experience The growing pressure on profitability in a year of minimal revenue growth Curator’s commitment to helping members stay ahead without getting overwhelmed If you're feeling the pressure to make smart hashtag#hospitalitytech decisions, Jen offers a sharp, practical perspective that’s well worth your time. Special thanks to our sponsor Uniguest — their Hotel Hub solution connects every step of the guest journey to your messaging and brand. Learn more at uniguest.com.

David Donnelly's philosophy is that success is built on strong, mutually beneficial relationships. That attitude's going to get him into trouble while hanging with Glenn, Craig and Producer Dave. Tune in and find out

Yesterday at Hospitality Financial and Technology Professionals (HFTP®) hashtag#HITEC2025, I spoke with Ben Jamieson of Sonesta International Hotels about how the company is approaching hashtag#hoteltechnology and operations to support one of the fastest growth stories in hospitality. With more than 1,200 hotels and a portfolio that spans from economy to upscale, Sonesta is focused on building systems that work across all brands while keeping the guest experience front and center. This episode of hashtag#NoVacancyNews looks at how they’re doing it. Key points from our conversation: 🔹 What it takes to align technology and operations during rapid expansion 🔹 Building consistency while respecting the differences between brands 🔹 Choosing between in-house solutions and third-party tech providers 🔹 Enhancing revenue and service through mobile tools and POS upgrades 🔹 Taking a disciplined approach to AI with a steering committee and real-world testing 🔹Why learning quickly from failure is central to their innovation strategy Thanks to our sponsor Uniguest. Their Hotel Hub solution connects every step of the guest journey to your campaign messaging and brand. Learn more at uniguest.com.

This week at Hospitality Financial and Technology Professionals (HFTP®) HITEC, hashtag#NoVacancyNews sat down with Max Spangler, VP of Technology at Charlestowne Hotels, to discuss how their team is making clear-eyed tech decisions in a time when everything seems to be labeled “AI” - whether it is or isn't! Here’s what you’ll learn: *Why “AI-washing” is making it harder—not easier—to evaluate hotel tech *How Charlestowne’s steering groups across departments help vet, test, and implement tools that actually work *The impact of AI tools like Cursor and Windsurfer for lean teams managing boutique properties *How they’re now creating slide decks, video, and image content faster than ever—without sacrificing quality *What tech vendors should be doing to explain why they’re using AI (instead of just saying they are) If you care about hotel technology that actually helps your team—not just sells buzzwords—this is a great one to watch. hashtag#NoVacancyNews is here at hashtag#HITEC2025 bringing you the real conversations that matter in hospitality. And yes, hashtag#HotelTechnology that works does exist—you just have to know what to look for. Big thanks to our sponsor Unifocus – technology that drives value. Learn more at unifocus.com

Recorded live at HITEC 2025, #novacancynews caught up with Jenna Fishel, Chief Commercial Officer at First Hospitality, to explore how her team is taking #AI from theory to action—and evolving how commercial teams collaborate. This isn't about chasing tech trends. It’s about building smarter systems that make life easier and business better. Here’s what we covered: How #hoteltechnology is being used to analyze commercial calls and suggest strategy improvements The shift from siloed meetings to a fully integrated commercial strategy that include marketing, sales, revenue, and ops Why First Hospitality built a dedicated marketing team—and what happens when you stop forcing salespeople to moonlight as marketers The power of collaboration in a world where RevPAR growth is harder to come by Ways AI is helping reduce repetitive tasks so teams can focus on meaningful work 🎯 Special thanks to our sponsor: Unifocus, technology that drives value. Visit unifocus.com  

While in Indianapolis, hashtag#NoVacancyNews caught up with Michael Hirschler of Staypineapple Hotels Inc. during an event with Cendyn to talk about how the company rebuilt their hashtag#hoteltech stack from the ground up—and why taking risks on emerging platforms was the right call. In this short and insightful interview, you'll hear: 💡 How Staypineapple designed a fully cloud-based system to simplify ownership and operations 💡 Why connectivity between PMS, CRM, and other platforms is non-negotiable 💡 What it takes to break free from legacy tech and future-proof a hotel brand 💡 The importance of making bold decisions to keep the guest at the center of the experience 💡 How the industry’s past leaders can become stuck—and what to do differently