A coffee shop knows your name, loyalty status, order and how you paid — then calls out, “Whoever ordered the Americano.” Glenn Haussman and Dr. Producer Suzanne Bagnera talk with Bart Berkey, keynote speaker, author of Most People Don’t and former Ritz-Carlton sales leader, about **Humanality**: using technology without losing the human connection that makes…
A branded hotel doesn’t need to feel generic. Glenn Haussman tours the Embassy Suites Downtown Asheville with Jack Benton, Area Director of Sales & Marketing, and gets a close look at how the property uses Appalachian design, mountain views, flexible meeting space and a strong sense of place to create something that feels distinctly Asheville….
Ancient Lore Village has just 14 rooms, but some of its social videos draw millions of views, including one that topped 25 million. Glenn Haussman talks with CEO Melissa Blettner about why immersive storytelling connects so strongly with guests and what separates a real experience from something a hotel simply calls an “experience.” Plenty of…
Independent hoteliers face constant pressure to renovate, replace, add amenities and spend more money. Heidi Stone thinks they may need to look somewhere else first. Stone ran Mountain Lake Lodge, the Virginia resort made famous by *Dirty Dancing*. When she arrived, the lake had dried up and the property faced serious challenges. Her approach started…
LivAway Suites gives long-term guests more room while protecting the economics behind the hotel. Glenn Haussman and Dr. Producer Suzanne Bagnera speak with LivAway Suites CEO Mike Nielson about how the company builds rooms about 20% larger than typical economy extended-stay rooms without losing control of construction costs, housekeeping efficiency or hotel margins. LivAway places…
Every hotel brand makes a promise on a slide deck somewhere. There’s a real gap between what a hotel brand promises and what actually happens at the front desk. Brand strategist Philipp Mirow, CEO of Meridian Thinking, joins Glenn Haussman and Dr. Producer Suzanne Bagnera to figure out exactly where that promise falls apart. Mirow…
She was just recognized as one of Utah’s CEOs of the Year. She runs Lodging Dynamics. Owners trust her with their #hotels. And she admits, on camera, that the moment she got the call, her first thought was: do I even deserve this? Anyone who’s sat in a leadership role and quietly waited for someone…
Morris Tiedemann, General Manager at AYANA Midplaza Jakarta, joined Glenn Haussman and Suzanne Bagnera from halfway across the world to explain how a hotel competes in a market flooded with luxury. Morris took a job in Urumqi in 2003 when he had to buy a book to figure out where it was. Twenty-two years in…
Lauren Bennett McGinty, Executive Director of Explore Minnesota, sat down with Glenn Haussman to explain how a state agency generates $25 billion in economic impact and what hoteliers can learn from it. The state welcomed 81 million visitors in 2024 and generated nearly $15 billion in visitor spending. Lauren breaks down how Explore Minnesota subdivides…
Liza Amlani, The Chief Merchant, spent 20 years as a merchant at Ralph Lauren. She now studies what retail can teach hospitality. The parallels are closer than you think. Both industries live and die by customer experience. Both rely on frontline workers whose voices too often get ignored. Both are trying to figure out how…
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