954: Inside Fairmont Hotel’s “Make Special Happen”: Storytelling, Strategy & Staying Human

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?

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.

At #NoVacancyNews we caught up with Amit Aghara, CTO of Fintech, to get a closer look at how they’re transforming invoice management for hoteliers — and it’s not just about #alcohol anymore. We broke down how Fintech streamlines the complex world of payments, regulations, and vendor management — all via automation and smart tech. 👀 Here's what you'll learn: * How Fintech built a two-sided network with over 8,000 alcohol distributors—and now hundreds of non-alcohol vendors too * Ways their system de-risks your accounts payable and prevents costly compliance mistakes * Why Fintech’s back-office integrations can help you better manage inventory and pricing * Insights into beverage program management for multi-property hotel owners * How their modernized tech stack enhances security and lets you try before you buy * Why actionable analytics (like expected cost analysis) can save you serious money If you’ve ever dealt with invoicing headaches from vendors like Coca-Cola, Frito-Lay, or US Foods, this one’s for you. 🎧 Listen in and find out how to stop chasing down paperwork—and start spending more time focusing on your guests.

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.