957: Why Service in Hotels Still Wins

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?