991: Training the Waldorf Way: The Training Behind the Waldorf-Astoria Reopen

Most hotel companies talk about values. SCP Hotels built their entire model around them. I spoke with Ken Cruse, Co-Founder of Soul Community Planet (SCP Hotels), about how he's creating hotels that combine purpose, community, environmental responsibility, and real profitability — without relying on the old playbook. On #NoVacancyNews, Ken lays out how vertical integration, premium pricing, guest-driven design, and a mindset of "conscious capitalism" are helping SCP grow into a brand that resonates with modern travelers who want meaning and great experiences. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Insights: 🌱 Why SCP built its business around soul, community, and planet 🏨 How vertical integration gives them full control of product + experience 💡 Why premium pricing actually strengthens guest trust 🤝 How Fair Trade Pricing flips the power dynamic in favor of the guest 🔥 What "Wild Free," "SCP Hotels," and "By SCP" mean for their brand evolution 🌍 How experiential travelers are driving a new era of hospitality demand ❤️ Why guests — not brands — must be the heroes of the story

Human trafficking is one of the darkest issues our industry faces — and the people fighting it deserve more attention. I spoke with Noel Thomas, CEO of Darkwatch, about how his company uses AI-driven digital intelligence to help hotels identify trafficking risks, flag organized crime, and support safer environments for guests and staff. Noel shares the personal story that pushed him into this work, the global scale of the problem, and why technology must play a larger role in protecting hotels and communities. On #NoVacancyNews, Noel explains how Darkwatch integrates into existing PMS workflows, how it helps brands meet the rising "standard of care" in litigation, and why collaboration between hotels, banks, and global agencies is essential. Key Insights: 🛑 How AI identifies trafficking risks, fugitives, violent felons, and organized crime 💡 Why trafficking continues even in high-visibility environments 📊 How Darkwatch builds criminal intelligence networks across industries 🏨 Why hotels must raise their "standard of care" to reduce legal exposure ⚙️ How the system matches threats during check-in in milliseconds 👥 Why front-desk staff should never be put in dangerous situations 📍 Why geographic threat profiles vary — and how AI adapts

Running a hotel in 2025 requires sharper strategy, a tighter handle on costs, and leaders who can adapt faster than the market shifts. Few people understand that better than Rob Smith, CEO of Stonebridge Companies, who oversees nearly 200 properties nationwide. On #NoVacancyNews, Rob breaks down how he's thinking about margins, brand contribution, AI, leadership development, and how his newly hired Chief Strategy Officer is changing the way Stonebridge operators think about priorities. Huge thanks to my friends at Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Insights: 💡 How Stonebridge uses strategic thinking at the property level 🏨 Why some assets win during flat markets — and why others don't 🤖 Where AI actually helps (and where it never should) 📉 Why margins tighten when operators chase savings in the wrong places 🏷️ How brand saturation affects real revenue contribution 🔍 What Rob watches closely when underwriting hotel takeovers 🔄 Why repeat guests matter more now than ever Question for you: What's the smartest margin-improving move you've seen in the past year?

The hotel development story in Europe and the Middle East tells a very different story from the U.S. — especially when it comes to luxury, construction timelines, and where brands see real long-term opportunity. I connected with Bruce Ford, SVP at Lodging Econometrics, to break down the latest pipeline numbers across Europe and the Middle East: luxury dominance, delays, conversions, and why so many projects now push out toward 2027–2028. On #NoVacancyNews, Bruce explains what's fueling the surge in full-service and luxury projects, why construction timelines remain stretched, and how the Middle East continues building entire districts — not just hotels. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Follow along with or download the charts Key Insights: 📊 Why Europe and the Middle East dominate global luxury pipelines 🏨 How construction timelines pushed out nearly a year post-pandemic 🌍 Why major Middle East projects involve entire cities, not single assets 💡 How Europe trails U.S. trends by 6–12 months — and what that means 🔧 Why conversions and renovations surge as markets hit a performance plateau 🏷️ How "unbranded" boutique concepts evolve into recognized chain-scale brands Question for you: Which region feels more primed for growth right now — Europe or the Middle East?

Every hotel has a few empty rooms each year — but what if those rooms could help someone build a better life? I spoke with David Bowman, co-founder of the Bowman Post Foundation, about how his organization is transforming unused hotel inventory into scholarships and educational support for hospitality employees. On #NoVacancyNews, David explains how the program works, how hotels can easily participate at no cost, and the ripple effect it creates when employees see their own companies helping them grow. Key Insights: 🏨 How hotels donate unused room nights to fund scholarships 💡 Why empowering current hotel employees matters more than ever 🤝 The simple, zero-cost way hoteliers can join the cause 📈 How this model boosts morale, retention, and community image ❤️ Real stories from recipients who turned opportunity into growth Giving back doesn't have to drain budgets — sometimes, it's as easy as donating a night. Would your property donate an unused room if it could change a life?

Luxury hotels operate under constant pressure to deliver — and the leaders who guide them have to stay ahead of the curve. In this episode, Glenn Haussman and Anthony Melchiorri talk with Cesar Wurm, SVP of Member Strategy and Development at The Leading Hotels of the World, about how top-tier properties adapt, elevate service, and maintain strong partnerships across global markets. Cesar also shares lessons from his own leadership reinvention and how strategy, communication, and creativity shape the modern luxury guest experience. This episode is brought to you by Actabl — Actabl gives you the power to profit. Visit Actabl.com. What we cover: 💡 How LHW helps hotels differentiate in a crowded luxury market 🏨 Where guest expectations are moving next 🤝 How transparency strengthens operator–owner relationships 🍽️ The growing weight of food & beverage strategy 📈 Why strong leadership alignment improves performance Your turn: What's the biggest change you think luxury hotels will face in the next two years?

The incredible Christine Trippi returns to Friday Night Audit to join Glenn, Craig and Suzanne for some happy hour cocktails and some laughs to kick off the weekend.

When hotels lose key leaders, operations can fall apart fast — and that's where Wenzell & Fisher Hospitality Group comes in. In this episode, Glenn Haussman and Anthony Melchiorri talk with Peter Wenzell, the company's Founder and CEO, about how he built a national network of experienced hotel consultants who step in to fill temporary and leadership roles at a moment's notice. Peter shares how he and his business partner launched Wenzell & Fisher in 2020, why flexibility beats burnout, and how genuine relationships keep clients coming back — even after challenges arise.  What we cover: 🏨 How Wenzell & Fisher fills urgent staffing gaps for hotels 💡 Why flexibility and service recovery define great partnerships  🙌 The traits that make a successful task force consultant 🚀 Growing a startup through persistence and connection  🤝 Why relationships — not transactions — drive long-term success  ❤️ The mindset that separates successful entrepreneurs from the rest  🙏 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.   If you're passionate about building stronger hotel teams, like, subscribe, and drop a comment: What's one staffing solution that's worked best for your property?

Hotel operators face rising costs and tight margins, but smart leadership still drives profit. I spoke with Steven Moore, CEO of Actabl, about how hoteliers can protect culture and profit at the same time. On #NoVacancyNews, Steven explains how great operators focus on labor, clarity, and communication — turning market pressure into momentum. He shares how culture and transparency create stronger teams, how technology supports people instead of replacing them, and how the right mindset turns cost control into competitive advantage. Key Insights 💡 Identify profit opportunities hiding in everyday operations 🏨 Use labor strategy to increase margins without cutting corners 🤝 Strengthen culture while improving efficiency 🧠 Apply technology that empowers, not replaces, your people ⚙️ Fix broken processes instead of eliminating value 🎯 Ask one question that keeps your leadership team aligned Strong leaders don't wait for easier conditions — they create them. What's one process you'll improve next?

Behind every legendary hotel reopening is a team that makes the impossible look effortless. I spoke with Mary D'Argenis-Fernandez, President of MDA Hospitality Solutions, about her company's incredible work training the team at the newly reopened Waldorf Astoria New York — one of the most anticipated returns in hospitality. Mary explains how her team prepared staff across every outlet — from Peacock Alley to Lex Yard — to deliver flawless service from day one. We also explore how training drives profitability, retention, and guest satisfaction in today's high-turnover world. This conversation on #NoVacancyNews is a reminder that hospitality excellence starts with investment in people. 👋 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. Key Insights 🏨 Inside the reopening of the iconic Waldorf Astoria New York 🧠 Why consistent training directly impacts profitability 💬 How MDA creates five-star service through repetition and feedback 🌍 Expanding globally — from New York to Sicily and Sardinia 🍽️ The connection between guest satisfaction and employee confidence 💡 Why five minutes of daily training can transform performance ❤️ Humanity is still hospitality's greatest technology How does your team make training a daily habit?