Technology can make a guest's stay smoother — but it's the people who make it memorable.

I spoke with Mike Everett, EVP at CoralTree Hospitality, about how his company blends tech-driven efficiency with human-driven hospitality to elevate service across its independent, resort-focused portfolio.

We break it all down on #NoVacancyNews, from Hawaii to South Florida, exploring how CoralTree empowers its teams to create moments that apps never can — while still using AI and automation to remove friction, save time, and support staff at every level.

👋 Special thanks to Axonify, helping hotels power better guest experiences through smarter, more engaged frontline teams. Visit Axonify.com.

🌴 CoralTree's independent portfolio gives freedom to personalize service 🧠 AI and automation reduce redundancy so staff can focus on people 🙌 Empowered employees = exceptional experiences 💬 Personal interactions outperform even the best-designed apps 💡 Why service skills are becoming a lost art — and how to bring them back 👥 Training Gen Z associates for people-first hospitality 🚀 The luxury differentiator: connection over convenience

What's one thing your team does to bring the human side of hospitality back to the forefront?

The world's biggest hotel development story isn't in the U.S. or Europe — it's in Asia-Pacific.

I connected with Bruce Ford, SVP at Lodging Econometrics, to break down the data behind the region's record-setting pipeline growth — from China's near–million-room surge to luxury expansion across Indonesia and Thailand.

We examine the factors shaping this boom on #NoVacancyNews, including how master franchise deals, soft brand launches, and Western brand expansion are redefining the region, while construction delays from the pandemic are now converting into a flood of new openings.

👋 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

📈 China alone accounts for nearly a million rooms in the pipeline 🏨 Western brands like Marriott, Hilton, and Wyndham are fueling growth 🤝 Master franchise agreements accelerating large-scale expansion 🏗️ Pandemic-delayed projects now entering the market 🌆 Thailand, Indonesia, and Singapore emerging as regional hubs 💡 New secondary cities in China ready for brand entry 🏝️ Luxury and resort development thriving in destinations like Bali

Asia-Pacific is officially the engine of global hotel growth — and the next five years will be massive.

It's one thing to grow your business. It's another to grow without losing your culture — and that's exactly what ARK Hospitality Group is determined to prove.

I spoke with Lisa Lombardo, President of ARK Hospitality Group, about how her team is scaling hotels and restaurants while keeping authenticity, care, and human connection at the center of every decision.

We break it all down on #NoVacancyNews, including how ARK identifies people who truly fit its purpose-driven culture, the interview question that reveals someone's values immediately, and why caring for people isn't a "strategy" — it's the business itself.

👋 Special thanks to Entegra, helping hoteliers protect margins and improve profitability through the power of group purchasing. Visit EntegraPS.com.

💡 Growing a brand while protecting its cultural DNA 🙌 Hiring for heart — the one question that filters for values 🏨 Building teams that see themselves as "difference makers" 🤝 Turning genuine care into measurable performance 🎯 How culture drives retention, productivity, and profit ❤️ Doing right by people is the business plan

How do you keep culture strong when your company starts scaling fast?

Luxury hospitality isn't just about marble lobbies anymore — it's about creating seamless, hyper-personalized experiences powered by the right technology.

I spoke with Matt Schwartz, Chief Technology Officer at Sage Hospitality, about how his team is merging design, comfort, and digital expectations to deliver the kind of experience guests now expect at home — from streaming and smart controls to ultra-fast connectivity.

We break it all down on #NoVacancyNews, including why bandwidth is the unsung hero of guest satisfaction, how AI and facial recognition could reshape the arrival experience, and why training is as critical as technology when it comes to creating genuine hospitality.

👋 Special thanks to Axonify, helping hotels power great guest experiences through stronger frontline teams. Visit Axonify.com to learn more.

⚙️ Guests expect seamless tech — from streaming to smart lighting 📡 Bandwidth isn't optional: it's the new guest essential 🤖 AI and facial recognition are transforming check-in experiences 🧠 Cloud systems mean operators need stronger networks, not more hardware 👥 Tech only works when staff training keeps up 🏨 Luxury experiences depend on anticipating needs, not just meeting them

How do you see technology reshaping the guest experience in the next five years?

Everyone's been talking about China's hotel growth — but the real story right now might be happening in India.

I caught up with Bruce Ford of Lodging Econometrics about how India has quietly become one of the world's fastest-growing hotel markets, and why nearly every major Western brand now has an expansion plan there.

We break it all down on #NoVacancyNews, from the rise of soft brands and master franchise deals to how conversions and white-label management are fueling a development surge that's doubling the country's pipeline in just two years.

👋 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

📈 India's hotel pipeline has nearly doubled since 2023 🏨 Western brands are rapidly expanding across all chain scales 🧳 Soft brands like Autograph, Curio, and Tribute drive local flavor 🤝 Master franchise agreements accelerate multi-city growth 🔄 Conversions and white-label deals are a major strategy 🌆 Suburban expansion mirrors U.S. development patterns 🚀 India may open 20,000 rooms a year by 2028

India isn't just the next big market — it's the new engine of global hospitality growth.

What region do you think will drive the next wave of hotel development?

Margins are tight, costs are up, and yet one of the biggest opportunities for hashtag#hotels might be right in the lobby — the bar and restaurant. I connected with Aaron Olson and Chris Manley of Crestline Hotels & Resorts to talk about how they're using food and beverage as a profit engine rather than a cost center — and why now is the time for operators to get creative. We break it all down on hashtag#NoVacancyNews, from mocktail menus to lighting, sound, service training, and Instagram-worthy presentation. Because even small improvements — 1 to 2 points of margin — add up fast when done across a portfolio. 👋 Special thanks to Entegra for powering this conversation. If you're feeling the squeeze on pricing, get into the power of group purchasing at EntegraPS.com. Key Insights 🍽️ Why Crestline launched its first dedicated food & beverage division 💡 How "back to basics" — lighting, music, and service — drive real ROI 🍹 The rise of mocktails and zero-proof beverage programs 📸 Creating Instagrammable moments that drive social buzz 🤝 Engaging local micro-influencers to increase traffic and awareness 🏨 How F&B enhances ADR and occupancy, not just revenue 🚀 Lifestyle hotels are leading the charge in creative dining The message is clear: great food and beverage isn't just a guest amenity — it's a business strategy. How are you using F&B to grow profitability at your hotels?

Extended stay has officially graduated from niche to superstar status — and WaterWalk is leading its next evolution.

Today, Anthony and I spoke with Mimi Oliver, CEO of WaterWalk, about how her family — starting with her grandfather, Jack DeBoer, the pioneer behind Residence Inn — invented then reinventing the category for decades. Today, WaterWalk takes that legacy further with a flexible hybrid model blending fully furnished and unfurnished suites to fit every guest and every market cycle.

We break it all down on #NoVacancyNews — from how the model drove 70% occupancy during COVID to why Wyndham's partnership is accelerating its franchise growth, plus how AI and automation fit into their operational future without losing the human touch.

👋 Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. And to HotelData.com — your ally for budget season benchmarking.

Key Insights

✨ Hybrid model = flexibility & profitability in any market 🏘️ Furnished vs unfurnished units optimize occupancy mix 🤝 Wyndham partnership expands franchise pipeline & brand reach 🧠 AI + robotics drive operational efficiency without cutting people 📈 "Wall Street to Wichita" — Mimi's story of coming home to hospitality 📬 Old-school sales still win: handwritten notes > mass emails 🎓 Student housing and longer-term residential demand create new use cases

What's your take — is extended stay the most resilient segment in hospitality today?

Front desks are evolving fast. Search behavior is changing even faster. Hospitality is staring at a major technology turning point — and those who move now will own the next era of bookings.

I connected with Bill Ryan, Chief Technology Officer at BWH Hotels, to talk about how the company is modernizing its tech stack, reducing training time, simplifying payments, and preparing for a future where travelers begin planning inside AI platforms like ChatGPT and Perplexity.

We break it all down on #NoVacancyNews, including how intuitive systems free staff to focus on guests, why one-day onboarding matters for retention, and what it takes for hotel brands to become discoverable in AI-driven search. This is a moment to use technology to amplify hospitality, not replace it.

👋 Special thanks to Axonify, powering frontline teams to elevate guest experience. Visit Axonify.com.

✨ One-day PMS onboarding = faster training, better retention 💳 Simplified payments reduce errors & free staff time 🤖 AI search becoming a real booking channel fast 🔗 OTAs partnering with LLMs — hotels must act now 📡 Direct MCP connections boost brand contribution 🧠 Tech strengthens human hospitality — not replaces it 📱 AI adds a channel — doesn't remove existing ones

What's your biggest tech priority right now?

Ever wonder what it takes to run one of the busiest hotels in America — right next to #Disneyland? 🏰

For #NoVacancyNews, Suzanne Bagnera and I caught up with Sergio Bocci, GM of the Hilton Anaheim, who somehow manages to keep this massive operation running smoothly while making it all look easy. From balancing staff morale to guest expectations (and the occasional family meltdown after a long park day), Sergio's mastered the art of calm under pressure.

This conversation is all about leadership, hospitality, and staying human in a business that never stops moving.

Huge thanks to my friends at Actabl for powering conversations like this — helping hotels use real data to work smarter, not harder. Visit Actabl.com

Costs are rising. Guests are stressed. Owners are squeezed. And hotels? They're juggling labor inflation, insurance spikes, debt pressure, and renovations delayed since… well, that period we all swore we'd never talk about again. For hashtag#NoVacancyNews I spoke with Mark Carrier, President of B. F. Saul Company Hospitality Group, to reveal what hotel owners really face today — and where smart operators find opportunity when everyone feels the pinch. And yes, we talk about the vibe shift in development, stalled pipelines, conversions, and why intermediation costs + guest data may be the real battleground ahead. Also yes: I slipped in a joke about running hashtag#PMS off a 1980s PC. You're welcome. 👋 🙏 Special thanks to my advertiser: Entegra. Visit them at EntegraPS.com. Key Moments: 🏩 Why owners never fully recovered post-COVID capital hits 🏩 The "thousand-cuts" cost spiral for labor, financing, insurance & ops 🏩 Why cutting sales & marketing first is a massive mistake 🏩 How to lead teams positively (without going full Pollyanna) 🏩 What tight credit + long construction timelines mean for development 🏩 Conversions vs. new builds — what wins now 🏩 The guest-data reality for branded owners 🏩 AI's role in direct booking, distribution, and protecting margins The importance of AHLA alignment — brands + owners + operators We aren't cheerleading blindly — we're talking real strategy, honest challenges, and the mindset that actually moves the industry forward.