963: Springboard’s Ben Rafter on Building Smarter, Faster, and More Human Hotels

New Orleans isn’t just about beignets and brass bands—it’s a test case for how hotels handle unpredictable demand. I spoke with Ken Jacques, GM of Le Meridien New Orleans, which is operated by Stonebridge, about how he’s planning for 2026 and what it really takes to run a hotel in a city built on events. Here’s what stood out: Hotels can’t just copy last year’s budget — they’re recalibrating daily Events like Mardi Gras, Jazz Fest, and UFC change everything for revenue planning Instinct plays as big a role as spreadsheets when forecasting demand International travel remains a wild card that could shake up results New Orleans is seeing its cleanest, safest stretch in decades—and that’s great for business Ken pulls back the curtain on hotel strategy giving me new perspective on how leaders adapt in real time. Special thanks to Actabl: Actabl gives you the power profit. Visit them at Actabl.com. #NoVacancyNews #Hospitality

What’s shaping the future of hotel development beyond the U.S.? In this hashtag#NoVacancyNews, Bruce Ford of Lodging Econometrics and I break down the latest pipeline data across EMEA—and what it means for owners, operators, and investors. 🔑 Key insights: Why conversions are becoming the biggest story in Europe after a decade of limited activity How unique land and building lease structures shape hotel development in cities like London and Monaco The latest Middle East mega-projects, from Riyadh to Cairo, and the realities behind ambitious tourism ministry targets Emerging opportunities in markets you might not expect—plus which regions are poised to outperform the U.S. in operating performance How global brands are reshaping portfolios with apartments, extended stay, and upscale prototypes Special thanks to our advertiser Actabl — Actabl gives you the power to profit. Visit them at Actabl.com

How can hospitality education keep pace with the evolving workforce, shrinking attention spans, and the rise of AI? In this #NoVacancyNews, I’m joined by Dr. Suzanne Bagnera and Dr. Peter Ricci. We’re tackling one of the most pressing issues in our industry: attracting and preparing the next generation of hospitality leaders. 🔑 What we cover: Why enrollment in hospitality programs is dropping—and what that means for the industry How AI is reshaping hospitality education and operations (and how students are learning to use it) The permanent shift toward online learning and flexible work experience requirements Why hospitality careers go far beyond hotels & restaurants—think cruise lines, casinos, finance, and even marine biology The critical role of soft skills like communication and storytelling in today’s data-driven world Special thanks to Actabl for supporting this conversation. Actabl gives you the power to profit. Visit them at Actabl.com. 👉 Join us for insights that challenge assumptions, spotlight opportunities, and show why hospitality is still one of the most rewarding career paths.

From Aspen in the 1970s to Maui today, CoralTree Hospitality has been shaping the residential resort and vacation rental space long before it was trendy. In this #NoVacancyNews, Glenn and Anthony sit down with Mike Cuthbertson, Managing Director of the CoralTree Residence Collection, to talk about: How CoralTree blends hospitality standards with vacation rental flexibility The unique challenges of managing hundreds of individual owners (and their opinions) Creative strategies to get homeowners to invest in upgrades The tech innovations transforming revenue management and guest experience Why consistency of experience matters more than identical rooms The relationships that keep guests coming back for generations If you’ve ever wondered what it takes to profitably operate luxury vacation rentals while keeping owners happy and guests coming back, this one’s packed with insights. Special thanks to Actabl for powering this episode. Visit HotelData.com for benchmarking insights to boost your 2025–2026 performance.

The Peabody Memphis is more than a luxury hotel — it’s a living piece of history. From its famous duck march to welcoming presidents and celebrities, this property continues to set the standard for Southern hospitality. In this episode, I talk with Doug Browne, President of The Peabody Memphis, about what it takes to run a century-old icon while keeping it fresh and profitable. 💡 What you’ll learn: How a 25-year rolling capital plan preserves the hotel for future generations The behind-the-scenes story of a $30 million renovation Why a small change to the lobby bar delivered outsized financial results Renovating challenges in a 100-year-old building (with some surprising discoveries!) Doug’s advice for the next generation: play the long game in hospitality 🎯 Special thanks to our sponsor: Actabl gives you the power to profit — visit Actabl.com 🔔 Subscribe for more conversations with leaders shaping the future of hotels.

Asia Pacific is driving nearly half of the world’s hotel construction — but the trends look very different when you separate China from the rest of the region. I’m joined by Bruce Ford, SVP at Lodging Econometrics, to break down the numbers and explain what they mean for the hospitality business. 💡 What you’ll learn in this episode: Why China is finally seeing a wave of upscale and boutique hotels The scale of new projects in India, Vietnam, and Thailand How pandemic-delayed projects are now entering the market The rise of conversions in Asia Pacific for the first time Why the assumption that “new construction is dead” is completely wrong 🎯 Special thanks to our sponsor: Actabl gives you the power to profit — visit Actabl.com 🔔 Subscribe for more insights into hotel development, investment, and operations.

Boutique hotels are more than just design statements — they’re lifestyle-driven businesses that can transform communities and create powerful guest loyalty. In this episode of #NoVacancyNews, Stephen Wendell, CEO of Mountain Shore Properties, talks about what makes #boutiquehotel projects work — and how his company approaches development in unique markets. 📌 Key takeaways: • How boutique hotels stand out in today’s competitive hospitality landscape • The role of authenticity and local storytelling in attracting guests • Why flexibility in operations is critical for independent properties • Lessons from building in both urban and resort destinations • How Mountain Shore balances financial returns with a memorable guest experience 🎯 Special thanks to my advertiser: Actabl gives you the power to profit — visit Actabl.com  

Timeshare isn’t what it used to be — and that’s exactly the point. In this episode of No Vacancy Live, I’m joined by co-host Anthony Melchiorri and Jason Gamel, President & CEO of ARDA, for a fast-moving and surprisingly eye-opening discussion on the state of vacation ownership. 🏖️ Whether you’re a hotelier, investor, or curious traveler, you’ll want to hear this: • How the reputation of timeshare has dramatically shifted — and why guests are embracing it again • The rise of branded vacation ownership: Hilton, Marriott, Wyndham, and beyond • Why prepaid ownership leads to more on-site spend and more stable revenue • How tech, loyalty programs, and demand for unique experiences are reshaping the product • Why Gen Z and millennials now make up over half of all new timeshare buyers • The hidden opportunities for hoteliers to collaborate with nearby timeshare resorts • Plus: surprising facts about international growth, maintenance fees, and what’s next for independent properties 👀 Want guaranteed occupancy, predictable revenue, and happy returning guests? This episode might make you rethink how timeshare fits into the hospitality ecosystem. 🔊 Special thanks to our sponsor: Actabl gives you the power to profit. Visit them at Actabl.com #NoVacancyNews #HospitalityLeadership

In this episode of No Vacancy Live, Anthony Melchiorri and I sit down with Charlie Lopez, VP & Managing Director of ETC Hotels, the group behind the iconic Casa del Mar and Shutters on the Beach in Santa Monica. Together, we explore what true luxury means in today’s hospitality climate — and why it’s more relaxed, more local, and more personalized than ever. 🌴 Here’s what you’ll get from this high-level conversation: • Why "California cool" is redefining global luxury standards • How major events like the 2026 FIFA World Cup and 2028 LA Olympics are shaping Santa Monica's future • The shift from stuffy opulence to laid-back, personalized service (and why guests expect both access and autonomy) • The power of hyper-local partnerships to enrich guest experiences • Why daily team standups are a non-negotiable in luxury operations • How ETC is thriving without a big brand flag — and why it’s freeing • Mentorship, staff training, and how to “raise people in this business” • What makes the concierge (and guest relations) your hotel's ultimate power duo 💡 Bonus: Why today’s top hoteliers are teaching staff how to think, not just follow SOPs. 🔊 Special thanks to our sponsor: Actabl gives you the power to profit. Visit them at Actabl.com #NoVacancyNews #LuxuryHospitality

The luxury travel market isn’t slowing down — it’s evolving. At Virtuoso Travel Week in Las Vegas, I sat down with Misty Belles, VP of Global Public Relations at Virtuoso, to uncover what’s really happening in high-end travel and how hotels can adapt to meet shifting guest expectations. 📌 Key takeaways: • Virtuoso’s latest research shows 12% year-over-year growth in luxury travel for the first half of 2025 • Solo female travel is on the rise — led by women 65+ who are exploring on their own and going off the beaten path • Guests are embracing shoulder season travel with double-digit booking increases in fall • Domestic travel remains strong, keeping rates stable even amid economic uncertainty • Personal connections between advisors and hotels still drive the most memorable experiences — with tech enhancing, not replacing, the human touch • Why discounting is rarely the answer when the goal is to preserve brand value Luxury travelers are proving to be less impacted by broader economic swings — and hotels that deliver on service and experience are well-positioned to capture this market. 🎯 Special thanks to my advertiser: Actabl gives you the power to profit — visit Actabl.com #NoVacancyNews #LuxuryTravel