FNA 205: The Sweet 16 Pet Peeves Round: Thermostats, Showers, and Regret

The latest Hotel Business Hot Topics session, "Rethinking Hotel F&B: Smarter Strategies for Profit, Community and Stability," in partnership with Entegra, featured an insightful discussion between moderator Glenn Haussman, founder/host, No Vacancy Live podcast, and a panel of industry leaders on how hotels are controlling costs, optimizing procurement and transforming food and beverage into a core revenue driver while creating experiences that resonate with today's guests and local communities.   You'll hear insights from Glenn Haussman (moderator) alongside leaders from Crestline Hotels & Resorts, Davidson Hospitality Group, GF Hotels & Resorts and our Head of Culinary, Lynn Hay.

Glenn freezes, Suzanne can't hear anyone, and Craig somehow turns Milk Duds into a conspiracy theory. That's a normal Friday. For #NoVacancyNews, Friday Night Audit rolls into Episode 205 with Craig Sullivan, Dr. Producer Suzanne, and guest Stephanie Hills (and yes… even her name comes with a plot twist). 🍸 Stephanie Hills joins us for cocktails and immediately makes everything funnier, including her "keep it confusing" name history 🍹 Suzanne brings the conference chaos from Tampa and runs a live taste test of three student-created cocktails (Certified Lover Girl gets the spotlight) 🍬 Craig interrogates the "30% less fat" Milk Duds claim like he's building a legal case 🧊 Glenn declares himself "fine," sounds sick anyway, and freezes often enough to turn it into a drinking game 🍷 Stephanie tells the ultimate late-night conference story: when you should have left, but didn't—and it ends with tears and red wine 🏆 We push the Pet Peeves Sweet 16 forward, argue about thermostats, shower controls, lamp switches, and all the little hotel annoyances that ruin your day

Thirty years in, PM Hotel Group still thinks like an owner-operator—and that matters right now. While I was at the Hunter Conference, I talked with Paul Sacco of PM Hotel Group about how they protect margin when RevPAR growth slows, costs climb, and rate resistance shows up. #NoVacancyNews 🎉 PM Hotel Group celebrates its 30th anniversary this fall—and Paul talks about evolving from owner-operator to a top 15 third-party operator with a diverse ownership base 📈 Paul focuses on getting more than "fair share" even when markets don't accelerate: commercial tools, RPI gains, and strong revenue discipline 💰 He leans into TRevPAR thinking—total revenue per available customer—and why the guest who spends on-property matters 🧠 He talks intent-based search and how AI changes the way guests describe trips (Gemini, ChatGPT, etc.) 🏨 He says lifestyle and independent hotels show up well in those searches, especially through Modus by PM Hotel Group 🤝 He notes they're a little over a year past the merger with Sightline, and he calls out Kirk Pedersen stepping into the COO role 📌 He tees up smart growth: independently owned, not growing for growth's sake, and looking for the right national deals

For #NoVacancyNews, I caught up with David Wilner, newly appointed Chief Development Officer of Wyndham Hotels & Resorts, at the Hunter Conference to talk development reality right now—conversion-heavy conditions, brand value pressure, and why he still won't count new construction out. 👥 David keeps the mission simple: drive the best opportunities and returns for franchisees 🏷️ He talks brand value in a tighter market—owners look harder at what their flag and distribution actually deliver 🔄 He agrees it's a conversion market right now, and he explains why that creates opportunity 🏗️ He refuses to count new construction out: real developers keep developing, and 36 months changes the whole picture 📉 He notes construction pricing has come down from the peak, even if it still sits above pre-pandemic levels 🧠 He makes the point I wish more people lived by: don't let today's environment talk you out of tomorrow's opportunity

Economy and midscale owners don't need shiny objects. They need tech that either drives revenue or cuts costs—period. For hashtag#NoVacancyNews, I caught up with Zack Gharib, President of Red Roof, at Hunter Conference to talk about why he's leaning into tech now while demand softens—and what he thinks starts to turn. 📲 Zack explains the guest experience platform: guests text requests, staff stops playing phone-tag, and hotels fix issues before checkout 🧠 He talks ROI discipline: Red Roof only adopts tech that clearly drives revenue or clearly cuts costs 💳 He says franchisees asked for cheaper payment processing, so Red Roof partnered with FreedomPay at about half the cost—saving hotels hundreds per month 🔗 He ties the tech stack together: PMS-first (HotelKey), then smoother integrations, faster execution, and direct connectivity that removes third-party fees 📈 He talks momentum: Q1 looks strong, March looks outstanding, and he sees the economy segment starting to shift after a long down cycle 🏗️ He adds the development note: new hotel signings ran 35% year-over-year last year 💵 He throws in a consumer indicator: IRS data shows average tax refunds up 14% year-over-year, and he expects more weekend drive trips Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com .

America didn't travel in America the way we expected last summer—because a lot of the spend went overseas. Now the calendar flips, the event slate stacks up, and the question becomes simple: who travels, where do they stay, and what does that do to performance? For hashtag#NoVacancyNews, I talked with Bruce Ford (SVP, Lodging Econometrics) from Atlanta on the eve of the Hunter Conference about what he expects this year—World Cup momentum, America's 250th anniversary, rising costs, and the "down-the-scale" shift that could help midscale and upper-midscale operators. ⚽ Bruce expects U.S. events to keep more travel domestic this year 💸 We talk cost pressure everywhere: gas, airfare/jet fuel, and what that does to trip decisions 🏨 Bruce thinks midscale and upper-midscale could benefit if travelers trade down to make trips work 🧑‍🍳 We hit the service squeeze: shortened restaurant hours, closed sections, and the "we're short staffed" reality 💰 Bruce brings it back to owner math: monetize every square foot and take care of frequent guests and rewards members without nickel-and-diming Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com .

Evermore is building an Orlando resort ecosystem: multiple hotels, a massive lagoon, and enough on-property programming that guests don't treat the theme parks as the only "main event." For #NoVacancyNews, I talked with Sean McCarron (General Manager, Conrad Orlando) about how Conrad fits inside Evermore—and what it takes to deliver luxury standards inside a new complex. 💎 Conrad Orlando becomes the first Conrad to earn AAA Five Diamond ⭐ Sean talks Forbes recognition and how the team keeps standards tight 🌊 He points to the Evermore centerpiece: the 17-million-gallon lagoon and the immediate "wow" when guests arrive 🍽️ He breaks down dining identity—each outlet needs its own reason to exist 🎟️ He explains how Evermore programming keeps people on-property: lawns, activations, kids crafts, live music, and more 🧖 He highlights the spa: water garden, hot/cold plunge pools, vitality pools, and an 11-room spa 🏢 He breaks down the business mix and why Evermore separates group space from leisure so both can win 🎢 He shares the real Orlando surprise: many guests spend less time at the parks and more time on-property once they arrive Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

Chapter 4 of this 6-part CoralTree Customer Journey series focuses on implementation - specifically, how you get property teams to build ideas they actually believe in and want to own. Hotels do not improve the customer journey by accident. They build it through strategy, systems, and execution. This chapter shows what the build process looks like. I talk with Kaitlin Broumpton, Director of Quality and Guest Experience Strategy at CoralTree Hospitality, about workshops, property-level ideation, and how CoralTree helps teams shape locally authentic moments instead of pushing top-down scripts. Here is what we cover: ·        How CoralTree runs workshops to bring the soul of a property to life ·        Why buy-in improves when teams have a seat at the table ·        How they refine ideas without forcing corporate templates ·        How local culture and brand pillars shape guest moments ·        Why the process works across property and regional teams ·        A Seaport Boston example: arrival cards + QR codes by travel motivation Catch up on Chapters 1-3 if you have not yet - this is where the strategy starts turning into property-level plans. Next week: how the guest actually experiences this through real touchpoints. Want to follow the full series and catch any chapters you miss while you're busy? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Westgate didn't just build a resort — they built a small city of experiences. In this walking-tour episode, Glenn Haussman explores Westgate Vacation Villas in Orlando with Chief Business & Strategy Officer Jared Saft, starting at the original 16-unit building from the early 1980s and moving through the resort's huge renovation and expansion. We visit the movie theater, the retail experiences designed by Starboard, the Chuck E. Cheese–powered arcade, the toddler zone, the retro arcade, the Mystery Funhouse throwbacks, the in-lobby candy shop with a waterslide running through it, and the multi-level Shipwreck Island Waterpark. Jared also shares how Westgate plans new concepts, how they think about every family member's experience, and what's next as they just added 40 new destinations during a major growth cycle. This episode is brought to you by Actabl — Actabl gives you the power to profit. Visit Actabl.com. What we cover: 🏨: The origin story — from a 16-unit project to one of Florida's largest resorts 🎬: How the in-lobby movie theater reduces check-in stress for families 👾: The Mystery Funhouse legacy and why nostalgia still excites kids 🍭: The ice-cream + donut + candy shop with a water slide running overhead 🌊: Shipwreck Island Waterpark, lazy rivers, and multi-level amenities 🍽️: How Westgate approaches F&B for families with mixed tastes 🚀: Westgate's expansion strategy and why they act like entrepreneurs, not a big-box brand

This week the amazing Lan Elliott returns to FNA to laugh along Glenn, Craig and Doctor Producer Suzanne. This week Glenn is in Dallas and the gang reveals which pet peeves are moving on to the sweet 16!