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
Duetto Launches Free Market Demand Report for Hoteliers
Duetto | April 17, 2020
New Pulse Report will help industry anticipate and plan for recovery San Francisco, April 17, 2020 — Duetto, hospitality's innovative software as a service provider of revenue strategy solutions has launched the Duetto Pulse Report, a free, data-driven analysis of key metrics including bookings, cancellations and website traffic in the US, Europe, and Asia Pacific. Built by Duetto’s team of revenue experts and analysts, the Duetto Pulse Report provides a bi-weekly analysis of market demand from hotels using the Duetto platform. It is available as a free tool for all hoteliers around the world. “Duetto is committed to providing
Operating Performance at Low Occupancy Levels
Robert Mandelbaum | April 17, 2020
By Robert Mandelbaum Since January 2020, CBRE Hotels Research has been analyzing the impact of the COVID-19 virus to understand how the societal and economic impacts of COVID-19 will influence the performance of U.S. hotels. Initial guidance came in the form of updated Hotel Horizons® forecasts of occupancy, ADR, and RevPAR for the nation’s chain-scales, location categories, and 60 major markets. Concurrently, we relied on the historical relationship between declines in RevPAR to estimate the potential decreases in profits. For example, a 20 percent decline in RevPAR for a full-service hotel during 2009 resulted, on average, in a
Foxwoods CEO John James Resigns Amid Shutdown, Effective Immediately
April 16, 2020
Mashantucket — John James, president and chief executive officer of Foxwoods Resort Casino, has resigned after eight months, the Mashantucket Pequot Tribal Council confirmed Tuesday. "John has left his position to spend more time with his family," the council said in a statement issued through Foxwoods' Boston-based public relations firm, Shift Communications. Foxwoods informed employees of James' resignation in an earlier communication. He "has left his position to spend more time with his family and focus on his overall health and wellness in a time that it is critically important for all of us to do," the message said. Jason Guyot
STR: Canada Hotel Results for Week Ending 11 April
STR | April 16, 2020
HENDERSONVILLE, Tennessee—Showing further COVID-19 impact, the Canadian hotel industry recorded steep year-over-year declines in the three key performance metrics during the week of 5-11 April 2020, according to data from STR. In comparison with the week of 7-13 April 2019, the industry reported the following: Occupancy: -81.2% to 12.0% Average daily rate (ADR): -33.8% to CAD101.34 Revenue per available room (RevPAR): -87.6% to CAD12.17 Among the provinces and territories, Quebec experienced the largest drop in occupancy (-90.5% to 6.2%), which resulted in the steepest decrease in RevPAR (-93.8% to CAD6.38). Ontario repo
Put Some Fun Into Serious Business
Shep Hyken | April 16, 2020
By Shep Hyken The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example. In a legal agreement—like the agreements we accept online when we sign up for Spotify or Netflix—there is usually a lot of “fine print.” This is filled with disclaimers, indemnity clauses and more. Pretty boring information, but it’s important to share with customers. Most people skip over it; only a (very) small percentage of people take the time to read e
5 Questions a Good Manager Should Ask Him/Herself While Managing a Team Remotely
Lucile Muller | April 16, 2020
By Lucile Muller As a result of the COVID-19 outbreak, companies and universities around the world have suddenly been forced to adopt home office measures for their employees wherever possible. It is true that over the last decades, the digitalization of our economies has made virtual work environment possible but realistically-speaking, only a few companies have been actively promoting it among their employees. Indeed, for most companies the road toward digitalization was perceived as a long and difficult journey demanding time and preparation. Only the most pessimistic ones would have imagined such a brutal transition. Today, even the
Hotel Operations in the COVID Era
Ajay Mehtani | April 16, 2020
By Ajay Mehtani and Dipti Mohan Social distancing has become a norm in today’s COVID-19 world and hotels need to re-evaluate and update their SOPs to adapt to this change. HVS has prepared this document to help hoteliers in the planning process regarding the formulation of SOPs on how to operate their hotels once the lockdown has been lifted. We strongly recommend that hotels always follow the guidelines provided by the Health Department and the state and central Government, including guidelines on maintaining records etc. based on local authority requirements, to formulate their SOPs. The first step is to make a Guest Booklet or C
#FirstRespondersFirst and IHG® Hotels & Resorts Partner to House Frontline COVID-19 Teams Nationwide
IHG | April 16, 2020
#FirstRespondersFirst today announced IHG Hotels & Resorts as a nationwide hospitality partner, providing free accommodation at hotels across the United States for frontline COVID-19 first responders. While most of the nation’s residents are encouraged to shelter in place, first responders, ranging from physicians and nurses to home-care workers, social workers, and beyond, are in the field providing critical care during this global emergency, putting the needs of others above themselves and often their families. #FirstRespondersFirst helps provide essential protective equipment, accommodations, child care, food, mental health suppor