The Procurement Playbook Behind Luxury Guest Experience

Luxury guests feel the difference in the details, and procurement decides many of those details. I talked with Denis Klurfeld, SVP of Procurement for Luxury & Lifestyle at Accor, about how procurement shapes the luxury guest experience, balances standards with local authenticity, and protects long-term owner value. 🛏️ He treats sleep as non-negotiable because it anchors the brand promise 🍽️ He gives properties more flexibility in culinary and amenities so hotels keep local authenticity 🧩 He builds frameworks instead of constraints: standards build trust, local choices build memories 💰 He evaluates decisions through total cost of ownership: durability, lifecycle, maintenance, and guest perception ♻️ He weights sustainability heavily in procurement decisions (30%+ of the scorecard) 🤝 He designs with operations so hotels can execute in the real world Thanks to Entegra for supporting this episode. Visit EntegraPS.com. Want the weekly roundup of news, videos, and what you might've missed? Text HOTEL to 66866 for #NoVacancyNews.

During the recently held AAHOACON, I talked with Andrew Russo from AAHOA and Tony Hodgins, Regional General Manager with Legends Global, which operates the Pennsylvania Convention Center, about their digital signage partnership with Xpodigital. 🖥️ Revenue share puts the screens in place without upfront capital, then pays out from sold sponsor inventory ⏱️ AAHOA added a sponsor two days before the show and still got them on the screens 🚶 Screens drive foot traffic by placing sponsor brands at key entry points 🧑‍💻 Zachary Italian from Xpodigital stays on site full-time to support execution and keep updates moving If your hotel has conference space (or you run a venue), you can create the same sponsor inventory and revenue-share opportunity. Message me and I'll connect you. Want the weekly roundup of news, videos, and what you might've missed? Text HOTEL to 66866 for #NoVacancyNews.

Jason Gamel, President and CEO of ARDA, says vacation ownership holds up because owners lock in costs and plan differently than hotel-only travelers. I talked with Jason at ARDA's spring conference in Las Vegas about tech, buyer trends, and what investors should watch in timeshare right now. 🤖 Jason says the conference puts a big spotlight on tech and where different companies sit in their AI journey 🧳 My "oh wow" moment: more space and a kitchen changes the entire trip for groups and families 📈 Jason points to strong occupancy, including a Marriott Vacations Worldwide outlook of 90%+ occupancy 👥 Jason says Gen Z and millennials make up 73% of new purchasers 🧾 ARDA starts an insurance captive to help tackle maintenance-fee pressure 🏗️ He sees mixed-use growth: hotel + timeshare + residential, plus hotel conversions in markets like Nashville and New York 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 #NoVacancyNews? Text HOTEL to 66866.

During the recently held DUETTO PERFORM, I interviewed Jesse Sturges, Director of Strategic Marketing at Mohegan Sun, about how one of the world's largest casino resorts uses loyalty, influencers, and faster recognition to connect guests to tailored experiences. 🎸 Mohegan Sun marks 30 years at the property and 25 years for the arena, with Metallica booked for two nights 📣 Jesse uses influencers as a real growth lever, including slot influencers from New England and Vegas 🧠 Jesse focuses on motivation: who guests follow, what they respond to, and how to connect them to tailored experiences 🎭 The resort runs multiple experiences at once—comedy, concerts, shows—so different customers build different trips 🏷️ Jesse's biggest tip: show loyalty value immediately, not after 10–25 stays, and personalize faster Want the weekly roundup of news, videos, and what you might've missed? Text HOTEL to 66866.

Renovations and conversions are about to outpace new builds by a lot — and that changes who suppliers should sell to. Glenn Haussman talks with Bruce Ford, SVP at Lodging Econometrics, in Las Vegas while Choice Hotels International's convention and HD Expo run in the same building. 🔁 Transactions drive conversions: trading hotels unlocks renovation + repositioning decisions 🏗️ Bruce puts numbers on it: about 86,000 new rooms vs about 350,000 renovated rooms this year 🏦 Expensive debt keeps new builds tough, while cash-flowing hotels still finance better 🧾 PIPs push decisions: renovate, sell, or exit 📦 Supplier reality: shipping costs jump 50–60%, and that hits hotel P&Ls fast 🤝 Supplier advice: sell accounts and partnerships with active ownership/management groups, not one-off quotes 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 #NoVacancyNews? Text HOTEL to 66866.

Choice's loyalty refresh goes the opposite direction of most programs: easier to earn, easier to reach status, easier to redeem. During Choice Hotels International's 70th Annual Convention in Las Vegas, I talked with Noha Abdalla, Chief Marketing Officer at Choice Hotels, about the Choice Privileges refresh, the Keegan-Michael Key campaign, and why owners should care. 🎭 Keegan-Michael Key helps Choice break through generic hotel marketing 💳 Choice Privileges changes: second + third stay bonuses, first elite tier at 5 nights (down from 10), plus a new Titanium top tier 🏈 Passion points: Learfield college sports + Trackhouse Racing/NASCAR for access members actually want 💰 Owner angle: loyalty members stay more often, spend more, and cost less to acquire 📈 Noha says members who joined in Q1 this year spent 5% more than members who joined in Q1 last year Want the weekly roundup of news, videos, and what you might've missed? Text HOTEL to 66866 for #NoVacancyNews.

Matt McElhare, Vice President & Segment Lead, Extended Stay at Choice Hotels International, says extended stay leads new hotel development right now, while conversions let owners move faster than new builds. I talked with Matt in Las Vegas about what Choice has in the pipeline, why conversions matter right now, and why he thinks extended stay still has a long runway. 🏗️ 2026 milestones: Choice expects the 600th extended stay to debut, the 300th WoodSpring Suites, and the 30th Everhome Suites 🏨 Choice share: Matt says Choice flags 50% of extended stay hotels under construction (WoodSpring + Everhome) ⏱️ Conversion window: roughly 3–6 months (sometimes faster) vs 18–24 months for new construction 🔄 Suburban Studios conversion strategy: convert 100+ key transient boxes into extended stay ✅ Progress marker: Choice crossed 20 Suburban Studios transformations, with 30 more in the pipeline 📍 Everhome pipeline includes Las Vegas-area sites: Henderson and north of Vegas near the base Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.

David Pepper, Chief Development Officer at Choice Hotels, says Q1 turning RevPAR positive brought buyers back into the market. Glenn Haussman talks with David from Choice's annual convention about why transactions drive conversions—and why extended stay keeps leading new builds. Conversions need transactions: buyers have to trade hotels for conversions to happen Q1 momentum: industry up, Choice up, investors start moving Choice relicensing up 50% in Q1 as buyers re-sign existing Choice hotels Country Inn & Suites up 50% this year Extended stay leads new construction: 50% of Choice's pipeline runs extended stay WoodSpring + Everhome make up 50% of extended stay hotels under construction Want the weekly roundup of news, videos, and what you might've missed? Text HOTEL to 66866. #ChoiceHotels #HotelDevelopment #HotelConversions #ExtendedStay #Hospitality #NoVacancyNews

Hotel restaurants lose revenue in boring ways—slow first drink delivery, late refills, and servers who don't know what they leave on the table. Geoffrey Toffetti, CEO of Frontline Performance Group, and Sloan Dean, former CEO of Remington Hospitality, break down CheckMax and the coaching system that uses POS data, leaderboards, and short training to drive stronger F&B performance. 🍸 Geoffrey targets an easy win: get the first drink out fast, then replenish sooner so tables order a third round 📊 CheckMax shows servers where they rank and what the gap costs them using leaderboards and gamification 📈 Geoffrey says outlets running the program see about 15% revenue per guest improvement year over year with the same servers 🎥 Sloan explains the "how": POS data + coaching + short training content, including chef-recorded videos that teach servers how to sell key items 🧠 Geoffrey uses AI to spot patterns and turn messy POS data into coachable moments, including pairing strong servers with weaker ones for two weeks Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.

During DUETTO PERFORM in Fort Lauderdale, I talked with Bob Matsuoka, Chief Technology Officer at Duetto, about AI in hotels the only way that matters right now: practical, operational, and money-saving. 🤖 Bob draws a clean line: machine learning does the work; AI makes it accessible 🚫 He warns against treating AI like an "answer machine" because it can hallucinate 🔁 He says AI wins today on operations: read emails, compile action items, synthesize reports, and stop wasting hours moving data between systems 📊 He shares a real example: revenue teams spend too much time pulling reports and building decks—AI can take that off their plate 🧩 He says AI works best as a translation layer between data and plain language, including writing the code behind the scenes 🗂️ His practical tip: connect AI to email + Google Drive and let it build your daily report while you sleep Want the weekly roundup of news, videos, and what you might've missed from #NoVacancyNews? Text HOTEL to 66866.