Virtual GM - A Hotel Management Podcast

Vibrant Management
  • 5.0 (12)
  • Management
  • Updated Daily

Welcome to Virtual GM, the ultimate podcast for anyone looking to elevate their game in the modern hospitality industry! Whether you're a boutique hotel owner, VRBO manager, Airbnb administrator, front desk staff, or just someone trying to navigate the ever-changing landscape of the hospitality world, this podcast is for you! Each episode is packed with valuable insights, expert advice, and real-life stories from industry leaders and innovators. We'll cover everything from how to effectively market your property and increase bookings, to how to provide top-notch customer service and stand out in a crowded market. But it's not all business - we'll also be having a lot of fun along the way. Expect witty banter, relatable anecdotes, and plenty of laughs as we take a fresh and entertaining approach to discussing the hospitality industry. Produced and distributed by Vibrant Management - a company dedicated to helping hoteliers and vacation rental managers thrive in the modern world - Virtual GM is your go-to source for all things hospitality. So, join us, and let's elevate your game! and visit us on our website: www.thevibrantteam.com

  1. 3d ago

    🎧 Episode 45: What Hotel Reviews Are Really Telling You

    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, personalization, and genuine hospitality leave the biggest impressions. 🔹 Segment 2: Patterns Matter More Than Individual Reviews Every property gets negative reviews. The key is identifying recurring themes and using reviews as operational data rather than reacting emotionally to individual comments. 🔹 Segment 3: The Reviews Guests Never Leave Not every unhappy guest leaves a review. Cody & Meagan discuss silent dissatisfaction, repeat guest retention, and why surveys can be just as valuable as public reviews. 🔹 Segment 4: Responding to Reviews the Right Way Learn how to write review responses that build trust, demonstrate accountability, and leave a positive impression on future guests. ⚡ Rapid Fire Questions  Most overrated thing guests mention in reviews?  Most underrated thing?  One metric every operator should monitor weekly?  The biggest mistake hotels make when responding? Reviews aren't just ratings—they're conversations. The hotels that listen closely are often the ones that improve the fastest. Follow us on Instagram -  @thevibrantteam @virtualgmpodcast Checkout our website -  www.thevibrantteam.com

    17 min

  2. Jun 4

    🎧 Episode 44: The Hidden Cost of OTA Dependence

    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. 🔹 Segment 1: The Obvious Cost — Commissions The first thing most operators think about:  15–25% commission costs  Reduced margins  Higher acquisition expenses 🔹 Segment 2: The Hidden Costs Most Hotels Ignore Loss of Guest Ownership When a guest books through an OTA:  The relationship often starts with the platform—not your property  Loyalty becomes harder to build  Communication opportunities become limited 👉 You may host the stay—but the OTA owns the customer relationship. Price-Shopping Behavior OTA-heavy guests often:  Prioritize price over brand loyalty  Compare dozens of properties instantly  Become easier to lose to competitors 👉 If your only differentiator is price, long-term loyalty becomes difficult. Operational Pressure OTA-driven business can create:  Last-minute booking surges  Forecasting challenges  Staffing pressure  Housekeeping volatility 👉 Operations teams often feel OTA dependence before ownership notices it financially. 🔹 Segment 3: Why Direct Bookings Matter More Than Ever Direct bookings create:  Better margins  Better communication  Better personalization  Better long-term retention Cody & Malissa discuss how direct relationships improve:  Pre-arrival communication  Upselling opportunities  Repeat business  Guest loyalty 👉 Key Line: The most valuable guest isn’t always the highest ADR guest tonight—it’s the guest who comes back multiple times. 🔹 Segment 4: How Hotels Can Increase Direct Bookings Practical, realistic strategies operators can implement immediately: Improve the Website Experience  Fast loading  Mobile-friendly  Easy booking flow  Professional photography  Transparent pricing 👉 Your website cannot feel harder to use than the OTA. Give Guests a Reason to Book Direct Examples include:  Flexible cancellation  Better room selection  Easier communication  Returning guest perks  Exclusive experiences 👉 It doesn’t always have to mean cheaper. Focus on Experience & Reputation The strongest direct booking strategy is still:  Great reviews  Memorable experiences  Strong social presence  Consistent service 👉 Guests book direct when they trust the brand—not just the rate. Follow us on Instagram -  @thevibrantteam @virtualgmpodcast Checkout our website -  www.thevibrantteam.com

    26 min

  3. May 28

    🎧 Episode 43: The AI-Powered Virtual GM — How to Work Smarter in Modern Hospitality

    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 personally using AI to save time, improve guest experience, streamline operations, and stay ahead in an increasingly competitive hospitality landscape. 🔹 Segment 1: Why AI Matters for Virtual GMs Running properties remotely requires:  Speed  Communication  Organization  Consistency Cody & Malissa discuss why AI has become such a valuable tool for:  Managing workload  Reducing repetitive tasks  Supporting decision-making  Creating operational efficiency 👉 Key Insight: AI doesn’t replace hospitality—it creates more time for hospitality. 🔹 Segment 2: Everyday Ways Virtual GMs Use AI Practical examples of how AI can support daily operations:  Drafting guest communication  Writing SOPs and operational documents  Generating marketing ideas  Creating social media content  Responding to reviews  Brainstorming guest experience improvements 👉 The focus is on using AI as a productivity partner—not a shortcut. 🔹 Segment 3: Where Operators Still Get AI Wrong Cody & Malissa discuss common mistakes:  Over-automating communication  Losing brand voice  Using AI without human oversight  Prioritizing speed over guest connection 👉 Hospitality still has to feel human. 🔹 Segment 4: AI & the Future of Hospitality Operations Topics include:  AI-driven personalization  Smarter guest communication  Predictive operational tools  AI-assisted revenue management  The growing role of automation for small teams 👉 Smaller operators now have access to tools that once only large brands could afford. 🔹 Segment 5: Advice for Hospitality Leaders For operators wanting to start using AI today:  Start small  Use it consistently  Focus on saving time on repetitive work  Keep your human touch front and center 👉 Key Takeaway: The best operators will combine technology with intentional hospitality. 🔹 Closing Reflection Cody & Malissa wrap up by discussing how Virtual GMs are uniquely positioned to benefit from AI tools—and why adaptability will be one of the most important hospitality leadership traits moving forward. 👉 Final Thought: AI won’t replace great hospitality leaders—but leaders who embrace AI may outperform those who ignore it. Follow us on Instagram -  @thevibrantteam @virtualgmpodcast Checkout our website -  www.thevibrantteam.com

    23 min

  4. May 21

    🎧 Episode 42: ADR Isn’t Enough — How Smart Revenue Management Software Is Changing Hotel Operations

    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 Changed Cody sets the stage:  The days of simply increasing rates during busy weekends and discounting during slow periods are over. Modern hospitality requires:  Faster decision-making  Better forecasting  Smarter pricing strategies  Real-time market awareness 👉 The future belongs to operators who understand both data and guest behavior. 🔹 Segment 1: ADR Is Only Part of the Story ADR is important—but it’s only one metric. Cody discusses why operators must also focus on:  Occupancy  Profitability  Channel mix  Length of stay  Labor efficiency  Direct bookings vs OTA dependency 👉 Key Insight: A higher ADR doesn’t matter if profitability suffers. Topics include:  OTA commissions eating into margins  Over-discounting during shoulder seasons  The long-term value of repeat guests and direct bookings 🔹 Segment 2: What Revenue Management Software Actually Does Today Revenue management systems (RMS) have evolved dramatically. Modern platforms analyze:  Market demand  Competitor pricing  Booking pace  Local events  Historical trends  Booking windows  Cancellation patterns 👉 Today’s systems help operators become proactive instead of reactive. Cody explains how RMS technology helps independent hotels:  Adjust pricing faster  Forecast demand more accurately  Reduce emotional pricing decisions  Compete with larger brands 👉 Insight: Technology is leveling the playing field for smaller operators. 🔹 Segment 3: The Biggest Mistakes Hotels Still Make Even with better tools, many operators still fall into common traps: 1. Competing Only on Price Race-to-the-bottom pricing hurts long-term brand value. 2. Ignoring Guest Segmentation Different travelers book differently:  Weekend leisure guests  Weekday business travelers  Families  Couples  Repeat guests 👉 One pricing strategy does not fit everyone. 3. Disconnecting Revenue from Operations This is one of Cody’s biggest points: If rates increase aggressively while service quality declines, reviews and guest trust eventually suffer. 👉 Key Line: Revenue management isn’t just pricing—it’s reputation management too. 🔹 Segment 4: Where Revenue Strategy Is Headed Next The future of hospitality revenue management includes:  AI-driven forecasting  Personalized pricing  Smarter direct booking incentives  PMS + CRM + RMS integrations  Real-time operational data influencing rates  Follow us on Instagram -  @thevibrantteam @virtualgmpodcast Checkout our website -  www.thevibrantteam.com

    19 min

  5. May 14

    🎧 Episode 41: The Top Hospitality Events You Need to Attend This Year

    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 maximize the value of attending. 🔹 1. Independent Lodging Congress (ILC) 📍 Jackson, Wyoming 📅 June 23–24 👉 https://ilcongress.com/ ILC has become one of the premier gatherings for independent hospitality leaders, boutique operators, and industry creatives. Cody breaks down why this event stands out:  Incredible networking  Boutique hotel innovation  Forward-thinking conversations  High-level independent hospitality operators 👉 If you’re passionate about boutique hospitality, this is a must-attend event. 🔹 2. HITEC 2026 📍 San Antonio, Texas 📅 June 15–18 👉 https://www.hitec.org/ Technology is shaping the future of hospitality faster than ever—and HITEC remains the industry’s leading hospitality technology conference. Cody shares why HITEC matters:  Hotel technology trends  AI in hospitality  Operations software  Revenue and guest experience tools  Networking with hospitality tech leaders 👉 This is where you go to see where the industry is heading next. 🔹 3. BITAC Events 👉 https://bitac.net/Event/Calendar Cody also highlights the growing impact of BITAC events and why they continue to be some of the most valuable networking experiences in hospitality. What makes BITAC unique:  Curated one-on-one meetings  High-quality executive networking  Real business development opportunities  Smaller, more intentional event environments Cody also shares insight from his experience serving as Master of Ceremonies at multiple BITAC events this year. 🔹 4. Independent Hotel Show Miami 📍 Miami, Florida 📅 September 16–17 👉 https://independenthotelshow.us/ One of the fastest-growing hospitality events in the country, the Independent Hotel Show focuses specifically on boutique, luxury, and independent hotel operators. Cody discusses:  Why independent hospitality is booming  The value of the vendor and education experience  Why networking at this event feels different 🎟️ Use Promo Code: CODY26 for FREE entry 🔹 Closing Thoughts Cody wraps the episode by encouraging listeners to invest in themselves and their network. 👉 Sometimes the biggest breakthroughs in hospitality happen outside your property. Whether you’re an owner, GM, marketer, designer, or supplier—these events are opportunities to:  Learn faster  Build stronger relationships  Stay inspired  And grow your business Follow us on Instagram -  @thevibrantteam @virtualgmpodcast Checkout our website -  www.thevibrantteam.com

    19 min

  6. May 7

    🎧 Episode 40: Designing a Stay Guests Actually Remember

    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 that simply “do the job” and those that turn into stories guests tell forever. 🔹 Segment 1: What “Memorable” Actually Means Memorable doesn’t mean expensive. It means:  Intentional  Thoughtful  Emotional Guests don’t remember features—they remember how a place made them feel. 👉 Key Insight: Feelings > Features. 🔹 Segment 2: The 4 Pillars of a Memorable Stay Cody & Meagan break down the exact framework: 1. Arrival Moment  Parking, entry, first impressions  Scent, lighting, flow  Contactless—but still personal 👉 This is where expectations are set instantly. 2. The “Wow” Factor  Views, design moments, unique features  Something guests have to take a photo of 👉 Think: that one moment guests share with everyone. 3. Functional Luxury  Great showers  Comfortable beds  Quality coffee  Tech that just works 👉 Luxury today = things working perfectly. 4. Micro Details This is where great operators win:  Hooks in the right place  Easy-to-access outlets  Thoughtful layouts  Frictionless design 👉 Small details create big impressions. 🔹 Segment 3: Where Most Hotels Miss Cody & Meagan call out common mistakes:  Overdesigning but ignoring usability  Copying trends instead of understanding guests  Inconsistent experiences across rooms 👉 Insight: A beautiful space that doesn’t function well will always disappoint. 🔹 Segment 4: How to Audit Your Property Simple, actionable advice:  Walk your property like a guest  Book your own room  Look for friction points at every step 👉 The best operators experience their product firsthand. 🔹 Wrap-Up: The Real Takeaway Cody & Meagan close with a powerful reminder: 👉 Memorable doesn’t mean expensive—it means intentional. Follow us on Instagram -  @thevibrantteam @virtualgmpodcast Checkout our website -  www.thevibrantteam.com

    15 min

  7. Apr 30

    🎧 Episode 39: The Hidden Revenue Drivers Most Hotels Are Missing

    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’t even realize it.” Cody & Meagan set the tone:  This isn’t about raising rates—it’s about unlocking revenue that already exists within your current bookings. 🔹 Segment 1: The Big Idea The game has changed:  Revenue isn’t just room nights anymore  Guests expect more than a place to sleep  The shift from selling rooms → selling experiences + convenience👉 The properties winning today are thinking beyond the reservation. 🔹 Segment 2: Missed Revenue Opportunities This is where the real money lives. Cody & Meagan break down practical, proven examples:  Early check-in / late check-out monetization  Room upgrades (automated vs. manual)  Add-ons that actually convert:  Romance packages  Adventure bundles (think national park tie-ins)  Food & beverage partnerships  Smarter retail (local goods, grab-and-go, curated items)  Pet fees done right (value-driven, not punitive) 👉 Real-world examples from their properties bring these ideas to life. 🔹 Segment 3: The Guest Psychology Side Why this works:  Guests crave convenience  They’re willing to pay for curated experiences  Presentation matters more than price 👉 Key Insight: It’s not upselling—it’s enhancing the stay. 🔹 Segment 4: Quick Wins for GMs Simple, actionable steps you can implement immediately:  Add 2–3 upsells to your booking flow  Train your team to mention upgrades naturally  Use pre-arrival emails/texts to offer add-ons 👉 Small tweaks = meaningful revenue lift. 🔹 Wrap-Up: The Real Takeaway Cody & Meagan close with a powerful reminder: 👉 You don’t need more bookings—you need more value per booking.  Follow us on Instagram -  @thevibrantteam @virtualgmpodcast Checkout our website -  www.thevibrantteam.com

    11 min
  8. 🎧 Episode 38: From Legacy to Innovation — The Evolution of the Virtual GM with Ali Dockstader

    Apr 23

    🎧 Episode 38: From Legacy to Innovation — The Evolution of the Virtual GM with Ali Dockstader

    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 at The Bungalows at Zion and Edgewater Resort, bringing a unique blend of legacy experience and forward-thinking leadership. 🔹 Segment 1: Growing Up in Hospitality Ali shares what it was like growing up around hotels and how that early exposure shaped her understanding of:  Guest experience  Operations  What truly makes a property successful 👉 A rare perspective from someone who’s seen hospitality evolve from the inside out. 🔹 Segment 2: Pioneering the Virtual GM Role When Watchman Villas opened, Ali helped redefine how properties could be operated remotely. She breaks down:  How the Virtual GM role started  What made it successful early on  Why it’s more relevant now than ever 👉 This isn’t just a trend—it’s a proven model. 🔹 Segment 3: Advice for Future Virtual GMs Ali shares practical advice for anyone looking to run a property virtually:  The systems you must have  The mindset required  How to lead without being on-site 👉 What separates successful Virtual GMs from the rest? 🔹 Segment 4: The Hardest Part of the Role Ali gets honest about the challenges:  Communication across teams  Maintaining standards remotely  Balancing flexibility with accountability 👉 Real talk on what people often underestimate. 🔹 Segment 5: Why Hospitality Still Wins Despite the challenges, Ali shares what she loves most about the industry:  Creating meaningful guest experiences  Being part of people’s memories  The creativity and energy of hospitality 🔹 Segment 6: Rapid Fire — Personal & Professional Insights Cody wraps with a series of rapid-fire questions:  Favorite place to travel ✈️  Best hotel she’s ever stayed at—and why  Biggest win in her career  Biggest loss (and lessons learned)  How she defines success today 🔹 Closing Takeaway Ali’s story is a powerful example of how hospitality is evolving—while still staying rooted in what matters most: people and experiences. 👉 Final Thought: The future of hospitality isn’t just built on tradition—it’s shaped by those willing to rethink how it’s done. Follow us on Instagram -  @thevibrantteam @virtualgmpodcast Checkout our website -  www.thevibrantteam.com

    34 min
See All (155)

5
out of 5
12 Ratings

About

Welcome to Virtual GM, the ultimate podcast for anyone looking to elevate their game in the modern hospitality industry! Whether you're a boutique hotel owner, VRBO manager, Airbnb administrator, front desk staff, or just someone trying to navigate the ever-changing landscape of the hospitality world, this podcast is for you! Each episode is packed with valuable insights, expert advice, and real-life stories from industry leaders and innovators. We'll cover everything from how to effectively market your property and increase bookings, to how to provide top-notch customer service and stand out in a crowded market. But it's not all business - we'll also be having a lot of fun along the way. Expect witty banter, relatable anecdotes, and plenty of laughs as we take a fresh and entertaining approach to discussing the hospitality industry. Produced and distributed by Vibrant Management - a company dedicated to helping hoteliers and vacation rental managers thrive in the modern world - Virtual GM is your go-to source for all things hospitality. So, join us, and let's elevate your game! and visit us on our website: www.thevibrantteam.com

Information

You Might Also Like