Virtual GM - A Hotel Management Podcast

Are OTAs Really the Enemy? “Book direct” has become a battle cry in independent hospitality—but should eliminating OTAs really be the goal? Cody & Meagan challenge the idea that every OTA booking is bad and every direct booking is automatically good, breaking down acquisition costs, visibility, conversion, repeat guests, website experience, and how independent hotels can use OTAs strategically. 🔹 Why Hotels Hate OTAs — Commissions, guest ownership, cancellation policies, communication lim...

When Hotel Priorities Collide The owner wants profitability. The operator wants resources. The guest wants everything to work. So who's right? Cody & Meagan unpack one of hospitality's most common sources of tension and explore how ownership and operations can stop working against each other and start solving the same problems. 🔹 Why the Tension Exists — Owners are focused on NOI, cash flow, debt, CapEx, ROI, and property value. Operators are focused on staffing, maintenance, guest compla...

When was the last time you stayed at your own property—not as the owner or operator, but as a guest? Cody & Meagan challenge hotel owners and operators to experience their property from the other side of the reservation and uncover the friction points teams often stop noticing. 🔹 The Owner Blind Spot — Operational blindness is real. From confusing directions and parking to Wi-Fi, keypads, lighting, odors, and noise, what problems have you stopped seeing because you know how everything wor...

Reimagining the Roadside Motel What happens when you take a traditional roadside motel and rethink it for today's traveler? Cody & Meagan head to Bend, Oregon, for a client spotlight on The Central Block, a renovated boutique motel built around simplicity, location, modern design, and an effortless guest experience. 🔹 What Is The Central Block? — Why Bend is such a compelling hospitality market, who the property attracts, and why the “basecamp” concept works so well for today's traveler. ...

Why Independent Hotels Should Lean Harder Into Being Independent Independent hotels don't need to beat the big brands at their own game. They need to stop playing it. In this episode, Cody & Meagan explore what makes independent hotels special—and how leaning into personality, flexibility, local connections, and memorable experiences can create a stronger guest experience than trying to look like everyone else. 🔹 Why Copy the Brands? — Why do independent hotels sometimes try to operate li...

The Little Operational Mistakes Quietly Killing Profitability Hotels can be busy, have strong ADR, and still leave significant money on the table. In this episode, Cody & Meagan break down the often-overlooked sources of revenue leakage that quietly eat into hotel profitability—and what operators can do about them. 🔹 Where Is the Money Leaking? — OTA commissions, unnecessary distribution costs, credit card fees, poor cancellation policies, and missed upsell opportunities. 🔹 The Small Mist...

AI is already changing hospitality—but the real opportunity isn’t replacing people. It’s helping independent hotels automate the right tasks, make better decisions, and give their teams more time to actually be hospitable. 🔹 Where AI Is Actually Being Used — Cody & Meagan share the ways they’re using AI today and what’s genuinely making their jobs easier. 🔹 What Should Be Automated? — From guest messaging and SOP creation to employee training and review responses, they break down where AI...

After a summer break, Cody & Meagan are back in the chair for Season 4 of the Virtual GM Podcast! In this season kickoff, they catch up on what they've learned from stepping away, what's changing across the hospitality industry, and what independent hotel owners and operators need to be thinking about right now. 🔹 What Changed While We Were Away? Cody & Meagan discuss how taking a break changed their perspective on work, leadership, and hospitality—and what they're most excited about ...

No new episode today! Cody and Meagan are hard at work behind the scenes preparing an exciting Season 4 of the Virtual GM Podcast. We'll be back in the studio with Season 4, Episode 1 on Thursday, September 3rd, and we can't wait to share what's ahead. In the meantime, we encourage all independent hospitality professionals to join us at this year's Independent Hospitality Show at the Miami Beach Convention Center on September 16th–17th. Be sure to use promo code CODY26 to receive complimentar...

No new episode today! Cody and Meagan are hard at work behind the scenes preparing an exciting Season 4 of the Virtual GM Podcast. We'll be back in the studio with Season 4, Episode 1 on Thursday, September 3rd, and we can't wait to share what's ahead. In the meantime, we encourage all independent hospitality professionals to join us at this year's Independent Hospitality Show at the Miami Beach Convention Center on September 16th–17th. Be sure to use promo code CODY26 to receive complimentar...

No new episode today! Cody and Meagan are hard at work behind the scenes preparing an exciting Season 4 of the Virtual GM Podcast. We'll be back in the studio with Season 4, Episode 1 on Thursday, September 3rd, and we can't wait to share what's ahead. In the meantime, we encourage all independent hospitality professionals to join us at this year's Independent Hospitality Show at the Miami Beach Convention Center on September 16th–17th. Be sure to use promo code CODY26 to receive complimentar...

No new episode today! Cody and Meagan are hard at work behind the scenes preparing an exciting Season 4 of the Virtual GM Podcast. We'll be back in the studio with Season 4, Episode 1 on Thursday, September 3rd, and we can't wait to share what's ahead. In the meantime, we encourage all independent hospitality professionals to join us at this year's Independent Hospitality Show at the Miami Beach Convention Center on September 16th–17th. Be sure to use promo code CODY26 to receive complimentar...

After 156 episodes and an incredible Season 3 journey, Cody and Meagan are wrapping up the season with a look back at some of their favorite moments, lessons learned, and conversations that shaped the year on the Virtual GM Podcast. In this special season finale, they reflect on the growth of the show, celebrate reaching 156 episodes, and share their plans to take a short summer break to spend time with their families and enjoy the season with their kids. While the microphones may be quiet fo...

In this episode, Cody & Meagan explore how guest expectations have changed and what boutique hotels can do to exceed them while standing out from larger brands. 🔹 Segment 1: Guests Want Convenience Convenience has become a baseline expectation. Cody & Meagan discuss why fast response times, mobile check-in, contactless options, and reliable high-speed internet are now essential parts of the guest experience. 🔹 Segment 2: Guests Want Experiences Travelers are increasingly choosing de...

In this episode, Cody & Meagan discuss one of the biggest opportunities for independent hotels in 2026: increasing direct bookings. OTAs are valuable partners and play an important role in driving visibility and occupancy. But when properties become too dependent on third-party bookings, they often sacrifice profitability, guest relationships, and long-term loyalty. Cody & Meagan share practical strategies boutique hotels can implement to grow direct bookings while maintaining a healt...

Artificial intelligence is transforming hospitality, but independent hotels may have the biggest opportunity of all. In this episode, Cody & Meagan explore how boutique properties can leverage AI to save time, improve operations, enhance guest communication, and compete with larger brands—without sacrificing the personalized experiences that set them apart. 🔹 Segment 1: Why Boutique Hotels Have an Advantage Independent properties can adapt much faster than large hotel brands. Cody & ...

In this episode, Cody welcomes special guest Ryan Negron, Director of Sales and Marketing at X-quic, for a conversation focused on one of the most important decisions hotel owners and operators make: selecting the right vendor partners. With hundreds of hospitality solutions competing for attention, it can be difficult to separate great products from great marketing. Ryan shares insights from the vendor side of the industry and discusses what the best hospitality partners are doing to help ho...

In this solo episode, Cody Adent shares why the Independent Hotel Show Miami has become one of the most important events in hospitality—and why every hotel owner, operator, GM, and hospitality professional should consider attending this year. Whether you're looking for innovative technology, new vendor partnerships, industry insights, or networking opportunities with fellow independent hoteliers, the Independent Hotel Show delivers an experience specifically designed for the independent hospi...

In this episode, Cody & Meagan discuss one of the biggest competitive advantages in hospitality today: speed of communication. Guest expectations have changed dramatically. In a world of instant answers, same-day delivery, and real-time updates, travelers expect quick responses before, during, and after their stay. The reality is that many bookings are won simply because one property responded faster than another. 🔹 Segment 1: The Amazon Effect How modern consumer expectations have resha...

In this episode, Cody & Meagan break down how hotel reviews can become one of the most powerful tools for improving guest experience, operations, and profitability. Too often, operators focus on ratings alone. The best operators look for patterns, trends, and insights that help them better understand what guests truly value. 🔹 Segment 1: What Guests Actually Remember Guests often remember small moments more than expensive amenities. Cody & Meagan discuss why communication, personaliz...

In this episode, Cody is joined once again by longtime Virtual GM Malissa Baum to tackle one of the most important — and often misunderstood — topics in hospitality today: OTA dependence. OTAs like Expedia, Booking.com, and Airbnb absolutely provide value. They help hotels gain visibility, drive occupancy, and compete in crowded markets. But when properties become too dependent on third-party bookings, the hidden costs can quietly erode profitability, guest loyalty, and long-term brand value....

n this episode, Cody is joined once again by longtime Virtual GM Malissa Baum for a conversation all about one of the biggest shifts happening in hospitality operations today: using AI in your daily workflow as a Virtual GM. As operators continue managing more properties, more guest communication, and more moving pieces than ever before, AI is quickly becoming one of the most powerful tools available—not to replace hospitality, but to enhance it. Cody & Malissa break down how they’re pers...

The hotels winning today aren’t just raising rates—they’re using smarter systems, better data, and more strategic decision-making to improve profitability, guest experience, and long-term performance. Cody breaks down: Why ADR can be misleading What modern revenue management software actually does The biggest mistakes operators still make And how independent hotels can compete without massive corporate revenue teams 🔹 INTRO: Why Revenue Strategy Has...

In this solo episode, Cody breaks down the top hospitality conferences and networking events every hotel owner, operator, and hospitality professional should have on their radar this year. Whether you're looking to grow your network, discover new technology, stay ahead of industry trends, or simply surround yourself with other passionate hospitality leaders—these events can completely change the trajectory of your business. Cody shares where he’ll be, what makes each event unique, and how to ...

In this episode, Cody & Meagan break down one of the most important (and misunderstood) elements in hospitality: what actually makes a stay memorable. Because here’s the truth: 👉 You can have a clean, nice room—and still be completely forgettable. The difference? Intentional design and experience. 🔹 Opening Hook: Forgettable vs. Memorable Cody & Meagan kick things off with a simple question: 👉 What makes a stay stick with you years later? They explore the gap between properties...

In this episode, Cody & Meagan dive into one of the most overlooked opportunities in hospitality: the small revenue levers that quietly drive big results. Everyone talks about ADR and occupancy—but the most successful properties know that real growth comes from maximizing revenue per guest, not just filling rooms. 👉 You don’t need more bookings—you need more value per booking. 🔹 Opening Hook: The Missed Opportunity “Most hotels are leaving thousands on the table every month… and they don...

In this episode, Cody sits down with fellow Virtual GM Ali Dockstader, whose story in hospitality runs deep. Growing up in the industry, Ali witnessed firsthand what it takes to build something special—her family founded Cliffrose Lodge in 1989 when she was just three years old. Years later, when her family opened Watchman Villas in 2017, Ali helped pioneer what we now know as the Virtual GM role—a model that continues to shape modern hospitality operations today. Ali now oversees operations ...

In this episode, Cody sits down with a very special guest—Malissa Baum, a seasoned Virtual GM who has been part of the team at Vibrant Management for over four years. Malissa currently oversees operations at two incredible properties: Adobe Desert Boutique Motel and Watchman Villas, giving her a unique perspective on what it really takes to run hospitality operations remotely in today’s world. This episode is a candid, behind-the-scenes look at the realities, rewards, and lessons of being a V...

In this episode, Cody & Meagan shine a spotlight on an exciting new project: the grand opening of Adobe Desert Boutique Motel. Opening April 18, this fully reimagined roadside motel represents something bigger than just a renovation—it’s a case study in how thoughtful design, storytelling, and positioning can transform not just a property, but an entire market. 🔹 Opening: Why This Property Matters Cody & Meagan introduce the project and why boutique redevelopment is one of the most e...

In this episode, Cody & Meagan tackle one of the biggest shifts happening in hospitality today: the evolution of the General Manager role. What used to be a primarily operational position has transformed into something much bigger. Today’s leaders aren’t just managing properties—they’re shaping experiences, building brands, and designing how guests feel from the moment they discover a property to long after they check out. So the question is: 👉 Are General Managers becoming Experien...

In this episode, Cody & Meagan take you inside one of the most iconic luxury resorts in the world—Waldorf Astoria Grand Wailea. Fresh off their trip to Maui, they break down the full guest experience from arrival to departure, sharing what this property gets right—and what independent operators can learn from it. This isn’t just a review—it’s a masterclass in luxury hospitality, design, and service execution. 🔹 Opening: First Impressions Matter Cody & Meagan recap why they chose Maui...

In this episode, Cody & Meagan recap a huge milestone—Cody’s first time serving as Master of Ceremonies at a BITAC event, kicking things off at BITAC Luxury in Naples, Florida. Cody shares a behind-the-scenes look at what makes BITAC events so unique in the hospitality space, why they’re so valuable for both operators and vendors, and what you can expect if you ever get the opportunity to attend. If you’ve ever been curious about BITAC—or wondered if it’s worth your time—this episode brea...

In this episode, Cody & Meagan are coming to you a little early—because by the time this drops, they’ll just be getting back from Hawaii 🌴. It’s a shorter, focused episode tackling one of the most important (and most misunderstood) topics in hospitality: how to build a hotel website that actually drives bookings. Your website isn’t just a digital brochure—it’s your best salesperson. You can have the most beautiful property in your market, but if your website doesn’t tell your story clearl...

In this episode, Cody sits down with Jason Jenkins, Vice President of Sales at Bonafide AI, to unpack one of the most important shifts happening in hospitality today: how artificial intelligence is reshaping exposure, trust, and bookings. AI isn’t coming—it’s already here. The question is whether hotels will use it to their advantage or get left behind. Jason and Cody dive into how Bonafide AI is helping hospitality brands cut through the noise, build authentic visibility, and convert attenti...

In this episode, Cody & Meagan explore a major shift shaping modern hospitality: guests care far more about how a place feels than how big it is. As travel becomes more experience-driven, unforgettable moments, emotional design, and intentional details are replacing square footage as the true measure of value. This episode challenges operators to rethink how they design, market, and deliver hospitality in the experience economy. 🔹 Cold Open: Big or Memorable? “Would you rather have a hug...

In this episode, Cody & Meagan pull back the curtain on one of the biggest myths in hospitality: that running a rental is “passive income.” With humor, honesty, and plenty of real-life stories, they break down what guests think operators do all day versus the invisible work that actually keeps properties running. From last-minute emergencies to emotional labor no one prepares you for, this episode shines a light on the reality behind great hospitality—and why consistency is harder than gr...

Spring Break bookings are chaos season—and in this episode, Cody and Meagan break down why. This isn’t normal travel behavior. It’s emotional, urgent, and often stressful. Guests aren’t just booking a room… they’re booking relief. With an energetic, observational, and practical tone, this episode helps operators understand the psychology behind Spring Break bookings and what actually pushes guests to click “Book Now.” 🔹 Cold Open: Chaos Season Is Here Cody and Meagan kick things off with lig...

In this episode, Cody and Meagan revisit the heart of what this podcast is all about: being a Virtual GM. With remote operations becoming the norm—not the exception—this conversation is a must-listen for any owner or operator looking to manage smarter, leaner, and more flexibly. Meagan brings a rare perspective, having served as a Virtual GM since 2020, navigating the hospitality industry through massive change. From pandemic-era pivots to today’s tech-driven workflows, she shares real-world ...

Meagan rejoins Cody for a timely and future-focused conversation on one of the most transformative forces in hospitality: Artificial Intelligence. As guest expectations rise and teams remain lean, AI is quickly becoming a must-have—not a nice-to-have—for properties heading into 2026. In this episode, Cody and Meagan break down how hoteliers can realistically use AI today—without needing a tech background or massive budget. 🔹 Segment 1: Why AI Matters in Hospitality in 2026 Cody and Meagan di...

In this episode, Cody welcomes Audrey Yates, Vice President of Hotel Partnerships at Stash Hotel Rewards, to break down what truly makes loyalty programs work for independent hotels—without sacrificing brand identity or guest experience. Cody and Audrey dive into how Stash empowers independent properties to compete with big brands by offering meaningful loyalty benefits, driving repeat stays, and increasing direct bookings—while still letting hotels stay true to their unique story. 🔹 Segment ...

In this episode, Cody sits down with special guest J. Viola, Chief Operating Officer at Hotel Interactive, to pull back the curtain on one of the most impactful event series in hospitality: BITAC. Cody and J. dive into what truly sets BITAC events apart from traditional conferences—from the highly curated format to the quality of relationships built in the room. If you’ve ever felt overwhelmed or underwhelmed by large trade shows, this episode explains why BITAC continues to stand out year af...

In this episode, Cody and Meagan dive into the powerful world of micro-moments—those small, often overlooked guest interactions that can build lasting loyalty and boost your property’s reputation. 🔹 Segment 1: What the Heck is a Micro-Moment? Discover what micro-moments really are and why they matter more than ever in hospitality. 🔹 Segment 2: Stories from Real Properties Cody and Meagan share inspiring examples of micro-moments that made a huge impact on guests and businesses. 🔹 Segment 3:...

Kick off 2026 with Meagan and Cody as they dive into everything you need to start the new year strong in boutique hospitality. This special New Year’s Day episode is all about fresh energy, new goals, and smart upgrades to set your property apart. 🔹 Segment 1: New Year Guest Vibes Learn what guests are expecting in the new year and how to match those fresh vibes to boost guest satisfaction and bookings. 🔹 Segment 2: Quick Upgrades for a Fresh Start Simple, actionable upgrades you can make n...

In this Christmas-morning episode, Cody & Meagan dive into what makes a stay truly special at the holidays — from guest expectations to festive touches — and wrap things up with their own Christmas movie showdown 🎬. 🎁 What’s Inside: 🔹 Segment 1: What Guests Want for Christmas A warm welcome, cozy ambiance, and thoughtful touches that turn a stay into a holiday memory.How small hotels and rentals can anticipate guest needs during the holidays.🔹 Segment 2: Holiday Touches Guests Remember Id...

In this episode, Cody sits down with special guest Walter Peseski (LinkedIn: https://www.linkedin.com/in/walter-peseski/), Senior Vice President of Asset Management at Garfield Public/Private—one of the most respected firms in the development and public/private partnership space. With more than 30 million square feet developed, over $11 billion in financing structured, and $2 billion in successful public/private projects, Garfield brings unmatched expertise to how hospitality assets are mana...

In this episode, Cody & Meagan dive into the powerful role storytelling plays in hospitality branding. A great story can turn a stay into an experience—and create lasting emotional connections with your guests. They break down how to craft a compelling brand story that truly resonates and builds loyalty. 🔹 Segment 1: Why Story Matters Why do stories stick? Cody & Meagan explain how stories shape guest expectations, create emotional bonds, and differentiate your property in a crowded ...

In this episode, Cody & Meagan tackle one of the trickiest parts of hospitality—upselling. When done poorly, upselling can feel pushy or “slimy” to guests, but when done right, it can enhance the guest experience and boost your revenue. Cody & Meagan break down how to make upsells feel natural, helpful, and even welcome—so your guests feel cared for, not sold to. 🔹 Segment 1: What Makes an Upsell Feel Bad Explore common pitfalls that turn upselling into an annoyance, and why guests r...

Thanksgiving Special! In this festive episode, Cody & Meagan celebrate the holiday by going head-to-head in a Thanksgiving Snake Draft to build the best Thanksgiving dish lineup ever. Meagan drafts: Turkey, Ham, Hand-Made Rolls, Gravy, Broccoli Casserole, Cranberries & Funeral Potatoes. Cody drafts: Mashed Potatoes, Green Bean Casserole, Brisket, Homemade Mac & Cheese, Salad, Deviled Eggs & Homemade Apple Pie. Who built the better Thanksgiving plate? Let us know in the comme...

In this episode, Cody & Meagan dive into one of the most mission-critical topics for hotels heading into 2026: Reputation Management. Guest expectations are higher than ever—and reviews now live everywhere, from Google to TikTok to niche travel communities. Whether you're a boutique inn or a full-scale resort, your reputation is your revenue. Cody & Meagan break down the exact framework Vibrant uses to help properties protect, strengthen, and rebuild trust with guests—no matter what c...

In this special episode, Cody takes a nostalgic (and inspiring!) look back at the most downloaded Vibrant Guest Management Podcast episodes from each of the last four years. From the very first season to the latest breakthroughs in AI, these episodes represent the best conversations, insights, and moments our listeners couldn’t get enough of. Here are the top picks: 🏨 Tools You Need to Get Started in Hospitality (July 12, 2022) 👉 Listen Here 📈 4 Ways To Boost Your Hotel Advertising with Dir...