Trending Stories
The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4, 2024
Spokane Tribe Resort & Casino Partners With Travel Outlook to Elevate Guest Service Experience
Travel Outlook, The Premier Hotel Call Center™ | October 2, 2024
CATEGORY NAME
Break the “Unwritten Rules of Upselling”
Jos Schaap | May 21, 2020
By Jos Schaap – CEO at ROOMDEX We are now in the midst of a pandemic, the likes of which few alive today have ever experienced. COVID-19 has spread to every corner of the globe, causing health care and economic devastation. The hospitality ecosystem has been particularly hobbled, with hotels being one of the hardest-hit sectors. Due to travel and social distancing restrictions, the movement of people has come to a standstill in much of the world as countries close their borders to visitors. A recent Pew study found that by April, over 90% of the world's population – a staggering 7.1 billion people - lived in countries with some meas
The Peace of Mind Call
Shep Hyken | May 20, 2020
By Shep Hyken My friend Stacy Sherman, head of customer experience at Schindler Elevator Corporation, is personally dedicated to “humanizing business.” She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader. She recently responded to one of my tweets, which was the creative spark for this post. I tweeted, “Amazing customer service isn’t an over-the-top WOW level of service. Here’s the real secret. Amazing customer service is just a little better than average.” Her response was, “There are many #CX techniques t
The Growth of Golf and Other Socially Distanced Activities
Larry Mogelonsky | May 20, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Prior to the coming of Covid, I had predicted a long, slow demise for golf. However, now that social distancing is a leading trend in the new normal, this sport as well as many other activities where human contact is scant may see a strong resurgence once travel resumes. And therein lies a lucrative opportunity for hotels. Let me know with some background on my previous forecast because many of the underlying motivations will carry forward into the post-coronavirus world. Compared to boomers and other older demographics, the younger generations – millennials and centennials, that
Interview with Felix Laboy, Executive Chairman of NextGuest, on the Impact of COVID-19 on the Hospitality Industry
NextGuest | May 20, 2020
The hospitality industry is being hit hard by the COVID-19 outbreak. We’re currently looking at a projection from STR and Tourism Economics that shows significant declines across demand, occupancy, ADR, and revenue per available room (RevPar) through the end of 2020 and beyond. Additional research from CBRE predicts that it will take approximately 6-10 months for US hotel demand to recover and 12-16 months for ADR and RevPar to return to normal levels. A major concern is the impact on business from groups, meetings, and events, which makes up about 30-40% of business for many hotels. Post COVID-19, many people will continue to meet virtu
Dream Hotel Group Signs Three New Locations in Tulum, Mexico
Dream Hotel Group | May 20, 2020
NEW YORK, NY (May 20, 2020) – Celebrated hotel and brand management company Dream Hotel Group announced today a new partnership with leading Tulum-based real estate development group Los Amigos to operate three new properties in Tulum, Mexico. All three projects will fall under the company’s new By Dream Hotel Group lifestyle brand. The three new locations – one beachfront hotel and two condo-hotels – will be branded as Central Park Lagunas by Dream Hotel Group Tulum, Central Park Rios by Dream Hotel Group Tulum and The Beach Club by Dream Hotel Group Tulum for a total of up to 217 rooms. Ownership group Los Amigos Tulum is cons
OTO Development Opens New Residence Inn in Garden City, New York
Residence Inn Long Island Garden City | May 20, 2020
GARDEN CITY, NY (May 20, 2020) – OTO Development is proud to announce the opening of the newest hotel option in Nassau County, the Residence Inn by Marriott Long Island Garden City. The all-new hotel, located at the doorstep of Roosevelt Field, features 163 spacious studio and one-bedroom suites perfect for stays on Long Island. The hotel is the only Residence Inn in Nassau County and the first hotel to open in Garden City since 1983. “We are excited to open our doors and welcome guests to the newest hotel in Garden City,” said General Manager Allison Mitchell. “We look forward to providing a great new option for essential worke
American Gaming Group and Saratoga Harness Racing Terminate Wildwood Casino Acquisition Due to COVID-19
Wildwood Casino | May 20, 2020
CRIPPLE CREEK, Colo., May 20, 2020 - With the coronavirus pandemic shutting down casinos across the U.S., Saratoga Harness Racing, Inc. and American Gaming Group, LLC, the owner of Wildwood Casino, decided to terminate the previously announced acquisition of Wildwood Casino. Both parties deemed the termination necessary because of the current economic impacts of the COVID-19 health crisis. "At this time, we believe it's in the best interest of both companies, and our respective casinos, to cancel the deal so we can focus on doing what's best for our casinos and our players," Joe Canfora, the owner of Wildwood Casino, said. "At Wildwood, w
STR: U.S. Hotel Performance for April 2020
STR | May 20, 2020
HENDERSONVILLE, Tennessee—Due to expanded restrictions around the COVID-19 pandemic, the U.S. hotel industry reported unprecedented lows during April 2020, according to data from STR. In a year-over-year comparison with April 2019, the industry recorded the following: Occupancy: -63.9% to 24.5% Average daily rate (ADR): -44.4% to US$73.23 Revenue per available room (RevPAR): -79.9% to US$17.93 The absolute occupancy and RevPAR levels were the lowest for any month on record in the U.S., while the ADR value was the lowest since December 1997. However, recent weekly data suggests that performance likely reached the bottom in e