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How BWH Hotels Is Reimagining Hotel Tech & Taking On the AI Booking Shift Nov 05, 2025

Show notes

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?

987: Inside Hilton Anaheim: How GM Sergio Keeps the Magic Alive Every Day Nov 04, 2025

Show notes

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

The Great Hospitality Squeeze: Mark Carrier on Surviving Margin Pressure & Finding Real Opportunity Nov 04, 2025

Show notes

Costs are rising. Guests are stressed. Owners are squeezed. And hotels? They're juggling labor inflation, insurance spikes, debt pressure, and renovations delayed since… well, that period we all swore we'd never talk about again. For hashtag#NoVacancyNews I spoke with Mark Carrier, President of B. F. Saul Company Hospitality Group, to reveal what hotel owners really face today — and where smart operators find opportunity when everyone feels the pinch. And yes, we talk about the vibe shift in development, stalled pipelines, conversions, and why intermediation costs + guest data may be the real battleground ahead. Also yes: I slipped in a joke about running hashtag#PMS off a 1980s PC. You're welcome. 👋 🙏 Special thanks to my advertiser: Entegra. Visit them at EntegraPS.com. Key Moments: 🏩 Why owners never fully recovered post-COVID capital hits 🏩 The "thousand-cuts" cost spiral for labor, financing, insurance & ops 🏩 Why cutting sales & marketing first is a massive mistake 🏩 How to lead teams positively (without going full Pollyanna) 🏩 What tight credit + long construction timelines mean for development 🏩 Conversions vs. new builds — what wins now 🏩 The guest-data reality for branded owners 🏩 AI's role in direct booking, distribution, and protecting margins The importance of AHLA alignment — brands + owners + operators We aren't cheerleading blindly — we're talking real strategy, honest challenges, and the mindset that actually moves the industry forward.

Latin America's Luxury Hotel Boom: Lodging Econometrics' Ford Breaks Pipeline Down Nov 04, 2025

Show notes

Latin America is in the middle of a powerful hotel development surge, particularly in luxury and resort properties — and the numbers tell a compelling story.

In this episode, Glenn Haussman talks with Bruce Ford of Lodging Econometrics about the real data driving expansion in Mexico, the Caribbean, Central America, and South America — and why developers, brands, and third-party operators are racing to scale in the region.

We dig into: 300+ hotels now under construction

Why luxury leads — and why it's different than the U.S.

Riviera Maya + DR + Mexico City as development engines

Residential components & eco-resorts gaining traction

Infrastructure's long-term role (yes, including Mexico's new rail) Caribbean hurricane recovery patterns vs. U.S. mainland

Third-party management growth in luxury — big shift

What's tracking toward 2027 and beyond

Whether you're analyzing global trends or scouting your next international opportunity, this breakdown matters.

🙏 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. And if you're still in budgeting mode: HotelData.com.

If you haven't already, please like, subscribe, and share — it helps fuel the show and this community. Where in Latin America do you see the most momentum?

BONUS! How innovation is redefining the guest experience Nov 01, 2025

Show notes

For decades I've preached getting closer to guests. Now, #hoteltech can make it so. (yes, Captain Picard reference). I've partnered with my friends at Hotel Business Magazine for a fast paced discussion on how hashtag#hoteliers are using tech not just to enhance the stay — but to understand guest behaviors, increase satisfaction, and unlock new revenue streams. What a group we've assembled! Dawn Gallagher, President, Hospitality with Crescent Hotels & Resorts; Scott Strickland, Wyndham Hotels & Resorts Chief Commercial Officer; Tristan Gadsby, CEO of Alliants and Kimberly Twiggs AVP Market Development with DIRECTV for Hospitality.

I hope you enjoy hearing this special episode available only as an audio podcast

How Hotels Are Saving Big and Solving Labor Challenges Oct 31, 2025

Show notes

Labor shortages. Rising costs. Too many headaches. 😩

But for hotels looking to streamline operations and save money, Foodbuy might just be the ultimate fix.

In this conversation, Glenn talks with Tia Ariano, Senior Category Business Manager at Foodbuy, about how hotels can simplify everything—from housekeeping to landscaping—by consolidating vendors and accessing top-tier supplies, services, and pricing.

Learn how Foodbuy helps hotels:

✅ Combat staffing shortages with one-stop sourcing

✅ Improve efficiency in housekeeping & maintenance

✅ Cut costs without cutting corners

✅ Maintain guest satisfaction while saving time If you're ready to reduce stress and raise margins, this conversation is for you.

How Wyndham Is Using AI and Innovation to Drive Real Guest and Owner Value Oct 30, 2025

Show notes

986: AI, Empathy, and the Future of Guest Experience Oct 30, 2025

Show notes

For #NoVacancyNews, Anthony and I sat down with Stuart Greif, Chief Strategy & Innovation Officer at Forbes Travel Guide, to explore how tech is reshaping hospitality — and why human connection still wins.

We talk about the risk of commoditizing service, the power of small gestures, and how technology should support — not replace — hospitality professionals. Stuart also shares how luxury brands are using AI to elevate personalization, and why ownership must reinvest in training if they want to protect long-term value. #guestexperience #hospitalityleadership

🎧 Key takeaways: • AI should free up time for deeper guest engagement — not replace it • Ownership must reinvest in training to protect brand equity • Hospitality is theater — and every touchpoint is part of the performance • Small gestures (like a tucked-in stuffed animal) create lasting emotional impact • Select service hotels can still deliver meaningful experiences • Forbes Travel Guide sees AI as a tool to elevate—not dilute—hospitality

💡 Special thanks to my friends at Actabl — the workforce and operations platform that turns data into action. Visit Actabl.com to learn how smarter tech can drive better decisions.

Turning Hotel Staff Into Superhumans Oct 29, 2025

Show notes

In this conversation from The Hospitality Show, Glenn Haussman chats with Alliants CEO Tristan Gadsby about how AI and smart technology are reshaping the hospitality experience. From Resorts World Las Vegas to properties across the globe, Alliants is helping hotels turn staff into "superhumans" by giving them the right tools to deliver seamless, personalized service.

Discover how Apple Wallet room keys, guest messaging, and automation are simplifying the hotel stay and why "don't make me think" is the future of hospitality design.

#AI #HospitalityTechnology #GuestExperience #Hotels #Alliants #NoVacancyNews

985: How MGM Resorts Manages Billions in Global Investments Oct 29, 2025

Show notes

Not every financial story starts with a bull market — but that's exactly where Sarah Rogers, SVP of Corporate Finance for MGM Resorts International, found her footing.

From Wall Street to the Las Vegas Strip, Sarah now helps steer one of the world's largest hospitality companies through billion-dollar deals, market shifts, and global expansion.

In our conversation, Sarah opened up about:

💰 How MGM Resorts allocates capital to drive returns — from AI-powered efficiencies to building the Mayfair Supper Club.

🏦 Why the company bought back nearly half its market cap in just five years.

🌏 The financial strategy behind MGM's Osaka integrated resort, Japan's first and only IR.

📉 How today's volatile market still offers opportunity for operators who think long-term.

💡 And her advice to young professionals: get comfortable being uncomfortable — that's where real growth happens.

Hospitality isn't just about rooms and restaurants — it's about vision, timing, and creating value that lasts.

A huge thanks to Uniguest for making this series possible. Their Hotel Hub solution connects the guest journey to your messaging and branding. Please check them out at uniguest.com.

This conversation is part of our ongoing series spotlighting the leaders shaping MGM Resorts International's future.

#NoVacancyNews #MGMResorts #HospitalityLeadership #Finance #HotelInvestment

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