FNA 220: Glenn's Wife Has Some Complaints

Hotels spend years collecting guest data, then lose sight of what people want the moment they're actually staying in the room. Kevin Rohani, founder and CEO of Camo Hospitality, joins me on No Vacancy to talk about that blind spot. Guests order food, transportation, entertainment and other services during their stay, but much of that activity happens outside the hotel's ecosystem. So the property sacrifices more than revenue. It also misses valuable insight into what guests actually want while they're on site and how to create a better experience the next time they return. Kevin makes the case that the guest room shouldn't be where the relationship goes dark. It should be where hotels learn the most. See why one of the biggest opportunities in #HotelOperations may be understanding what guests do after check-in — and what that reveals about improving #GuestExperience and revenue at the same time. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.

Live experiences drive operating success because they create reasons to travel, reasons to spend, and reasons to come back. That's why Marriott Vacations Worldwide is building Inner Circle around them. During ARDA, I talked with Mike Flaskey, President and COO of Marriott Vacations Worldwide, about what changes when the offer expands beyond the villa and into the full trip. 🎟️ Inner Circle launches June 22 and centers music, culinary, sports, and TV experiences 🎸 Launch example: a Lee Brice show in Orlando for about 300 owners 📊 Only about 6% of eligible North American households own vacation ownership today 🏨 The hashtag#timeshare portfolio spans brands like The Ritz-Carlton Hotel Company, L.L.C., St. Regis Hotels & Resorts, Westin Hotels & Resorts, Sheraton Hotels & Resorts, Marriott International, and Hyatt Vacation Ownership, with about 700,000 owner families 💳 Points give flexibility: choose unit size, choose trip length, bank the difference, and use points for flights, cruises, or Marriott Bonvoy 📍 The development lens shifts toward markets with big distribution potential, with Nashville high on the radar Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com. Want the weekly roundup of news, videos, and what you might've missed from hashtag#NoVacancyNews? Text HOTEL to 66866.

To ease us into the holiday weekend, here's a rerun of a fun video I recorded in a Puerto Rican rainforest! Wyndham Rewards pushes beyond hotel nights into experiences, and Michael Shiwdin, Global VP of Loyalty at Wyndham Hotels & Resorts, explains why: engagement drives direct bookings, and direct bookings drive owner value. I talked with Michael at Wyndham Grand Rio Mar Rainforest Beach & Golf Resort about how Wyndham Rewards Experiences works and what it means for hotels in the portfolio. 🌿 Members earn points on experiences through Viator, including activities like kayaking 🎟️ Wyndham partners with Ticketmaster and Madison Square Garden for concert opportunities and VIP experiences 📈 Michael says Wyndham saw almost a 5X increase in member engagement after launching Wyndham Rewards Experiences, plus double-digit lifts tied to members booking direct 💰 He frames the owner angle: members book direct at a lower cost channel, then return to the Wyndham portfolio for the next stay Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com. Want the weekly roundup of news, videos, and what you might've missed from hashtag#NoVacancyNews? Text HOTEL to 66866.

To ease us into the holiday weekend, here's one of my favorite chats from the year: Starwood Hotels operates 1 Hotels, Treehouse Hotels and Baccarat Hotels & Resorts around one idea: products need emotion and soul, not templates. While hosting Starwood's annual conference, I talked with Raul Leal, CEO of Starwood Hotels, about differentiation through nature-led design, human experience, and AI-driven personalization that stays human. 🌿 Raul says nature-led "hardware" sets the tone the second guests walk in   🤖 He uses AI to understand preferences and deliver better moments on-property without creeping people out 🍽️ He treats F&B as brand identity, not a side business 💰 He focuses on total revenue per customer instead of RevPAR-only thinking 🎁 He frames the mission program as affiliation plus perks, not points for points' sake 👥 He uses guest and employee focus groups to keep the brands honest Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com. Want the weekly roundup of news, videos, and what you might've missed? Text HOTEL to 66866 for hashtag#NoVacancyNews.

Collective excellence starts when hotel teams stop operating in separate lanes and start moving in the same direction. Glenn Haussman talks with Ben Campbell, President and CEO of Hospitality America, from **PEACHCON, the company's annual conference**, where team members come together to connect, learn and align around what comes next. Ben's focus is simple: get better today than yesterday and better tomorrow than today. That means stronger talent, stronger relationships and more value for team members, owners and guests. See what changes when a hotel company stops thinking one property at a time and starts building one organization. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.

A busy airport hotel never really slows down. Guests come and go at all hours, plans change quickly and the team needs to stay ready for whatever walks through the door next. Alicia Augustine, GM of the Hyatt Place Pensacola Airport, joins me on No Vacancy and explains how she keeps her team prepared. Every morning at 9:00, they meet to cover priorities, talk through what needs to happen and spend a few minutes laughing together before getting to work. That #HotelLeadership approach carries straight into the guest experience. Alicia treats her team with dignity and kindness because she expects them to give guests that same care. Her best advice for GMs might be even simpler: listen. Really listen. Hear how Alicia mixes preparation, personality and a little silliness to create a #Hotel culture that guests actually feel. Thanks so much to Actabl for supporting this podcast. Actabl gives you the power to profit. Visit Actabl.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.

Hotel operating costs keep climbing, but revenue isn't keeping pace. That's forcing operators to rethink where the money comes from. Rhiannon Reynolds, VP of Operations with Innisfree Hotels, joins me on No Vacancy from Pensacola, Florida, where we talk about how essential it is to shift from an ADR mindset to thinking about the total value of every guest. Once someone arrives, the opportunity extends well beyond the room rate. Food, drinks and other on-property experiences add revenue while giving guests more reasons to enjoy the hotel itself. That's the real opportunity: generate more #Hotel profitability while increasing guest happiness at the same time. Better experiences create more value for the guest and more value for the hotel. Hear how Innisfree approaches that win-win strategy and why the #GuestExperience plays such a big role in total revenue. Actabl gives you the power to profit. Visit Actabl.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.

A beachfront resort in peak season puts plenty of pressure on a hotel team. The GM of the Holiday Inn Resort Fort Walton Beach found a way to keep hers. Sandy Beebe-Osipov joins me on No Vacancy and tells me she went more than a year without hiring a housekeeper because not a single team member quit. That's a remarkable #HotelLeadership stat in a business that constantly wrestles with turnover. Her approach isn't complicated. Sandy connects with employees, runs daily huddles, sets expectations and keeps her team focused on the guests enjoying everything from the beach and lazy river to face painting and mermaid classes. Great #Hospitality starts with people who actually want to stay and deliver it. Hear why Sandy's housekeeping team stayed when so many hotel teams struggle with turnover. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.

Putting my wife on Friday Night Audit seemed like a good idea. It was not. Helene Stein joins Craig Sullivan, Dr. Producer Suzanne Bagnera and me, and very quickly discovers the real purpose of the show: publicly correcting me while drinking. She gets into my travel habits, my complete lack of home-repair skills and hotel pet peeves, right as our Worst Hotel Pet Peeve bracket hits a semifinal showdown: Water Pressure Roulette vs. Constantly Hidden Lamp Switches. See which hotel annoyance wins — and how much damage Helene does to my reputation along the way. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.

A coffee shop knows your name, loyalty status, order and how you paid — then calls out, "Whoever ordered the Americano." That pretty much sums up where service goes wrong. Bart Berkey, keynote speaker, author of Most People Don't and former Ritz-Carlton sales leader, joins Dr. Producer Suzanne Bagnera and me on No Vacancy to talk about Humanality: using #Technology without forgetting to see the human being standing in front of us. Hotels spend fortunes on systems and personalization, yet saying someone's name, looking them in the eye and making them feel noticed costs nothing. Bart argues those small acts create a real #Hospitality advantage. Hear why more technology makes genuine human connection more valuable, not less. Thanks to our friends at Actabl for supporting No Vacancy. Actabl gives you the power to profit. Visit Actabl.com. Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.