986: AI, Empathy, and the Future of Guest Experience

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.  

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

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

The hospitality construction pipeline is full of mixed signals. For #NoVacancyNews, I spoke with Bruce Ford of Lodging Econometrics to cut through the noise for clarity on hotel development drivers. We discussed the rise of conversion brands, slowdown in new construction starts, and why markets like Dallas and Phoenix are still growth giants. Bruce also shares why franchise companies are clamping down on PIPs — and what that means for owners. #hoteldevelopment #hospitalitystrategy 📊 Key takeaways: • The U.S. hotel pipeline is expanding — but mostly through conversions • Franchise companies are enforcing PIPs hard after years of COVID relief • Extended stay still dominates new construction, with 38% of pipeline rooms • Markets like Dallas, Phoenix, and Nashville are leading growth • New brands are targeting younger travelers and lifestyle niches • Renovation, recapitalization, and brand switching are driving investment 💡 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.

The hospitality labor crisis isn't new — but it's evolving. For #NoVacancyNews, Glenn and Anthony Melchiorri spoke with Todd Davis of Chef Agency about what it really takes to recruit and retain culinary talent in today's casino and resort environments. We dig into the post-COVID talent shift, the rise of remote market opportunities, and why empathy, speed, and reputation matter more than ever. If you're still relying on post-and-pray hiring, you're already behind.  🎧 Key takeaways: • Culinary management turnover is still hovering around 30–35% • Remote casino markets are thriving — but require targeted recruiting • Candidates want growth, respect, and real work-life balance • Speed and clarity in hiring are non-negotiable — bureaucracy kills deals • AI helps recruiters connect faster, but human nuance still drives success • Military-trained chefs and private chefs offer untapped potential • Portfolios, Instagram, and direct outreach help chefs get noticed 💡 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.

On the floor at The Hospitality Show, Glenn connects with Nick Horgan of Amaze Insights for a conversation equal parts inspiration and laughter. From lessons in leadership and the power of data to the importance of working with purpose, Nick shares how to make the most of every opportunity—even when the waters get choppy.   Presented by Actabl, the platform that gives hoteliers the power to profit. Learn more at Actabl.com .

Longtime friend and shadowy industry figure Chris Daly briefly emerges from his cicada like cocoon to bestow us with some laughs and wisdom during our happy hour salute to the weekend. Plus, Bruce Ford makes a suprise appearance while Producer Dave shares some legit news.

Just unveiled at #TheLodgingConference, Hilton's Outset Collection is redefining what it means to be an independent hotel — giving "indie gems" a global stage to shine while staying true to their identity. In this interview, Glenn Haussman chat with Kevin Osterhaus of #Hilton to talk about how Outset empowers hotels that have soul — properties that fit their place, not a mold.  Kevin shares how Hilton is bridging the gap between individuality and brand strength, with properties launching in Los Angeles, Moab, Chicago, and Upstate New York — and more than 60 active conversations in the works.   🎙️ Presented by #Actabl— giving you the power to profit through smarter insights and operational excellence.    👉 Learn more at Actabl.com #hotelindustry #hospitalitynews #boutiquehotels #OutsetCollection #HiltonHotels

Starting a new business is never easy — but after 39 years in the#hotelindustry, Greg A. Presley decided it was time to bet on himself. I caught up with Greg on the show floor during The Lodging Conference for #NoVacancyNews, where we talked about his leap of faith to launch Presley Hospitality, the power of relationships, and why getting "back to the basics" in #hotelmanagement might be exactly what the industry needs right now. Greg's focus on smaller#hotelowners, personalized service, and good old-fashioned integrity is a refreshing reminder of what hospitality is all about. A big thank-you to my friends at Entegra — helping hotels stay profitable through smarter purchasing with the power of a GPO. Learn more at Entegra.com