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Industry Happenings
BRIEF: Springhill Suites company seeks tax deduction from city council (Herald-Times, Bloomington, Ind.)
April 10, 2013
By Jon Blau, Herald-Times, Bloomington, Ind.McClatchy-Tribune Regional News April 10--The company planning to open a Springhill Suites on College Avenue will come before the Bloomington City Council Wednesday night seeking a tax deduction for its location in an urban enterprise zone and the city's tax increment finance district. Urban Hospitality 1 LLC is applying for the enterprise zone investment deduction, similar to a tax abatement, which could take an estimated $317,690 per year from the tax increment finance district and give it back to the business for a period of 10 years. Wednesday's 7:30 p.m. session at City Hall will be a discussio...
Southern Nevada tourism takes a dip in February (Las Vegas Sun)
April 10, 2013
By Richard N. Velotta, Las Vegas SunMcClatchy-Tribune Regional News April 10--A shorter month and the rotation of some convention and trade shows out of February resulted in a 1.3 percent dip in visitor volume that month, the Las Vegas Convention and Visitors Authority reported today. The organization that markets Southern Nevada said 3.03 million visitors were in Las Vegas in February compared with 3.07 million in the same month a year ago. February 2012, however, had an extra day as a result of Leap Year. The LVCVA said based on daily averages, visitation would have been up 2.2 percent if this February had the same number of days as last Fe...
Atascadero OKs hotel fee to fund tourism efforts (The Tribune (San Luis Obispo, Calif.))
April 10, 2013
By Tonya Strickland, The Tribune (San Luis Obispo, Calif.)McClatchy-Tribune Regional News April 10--Correction: An earlier version of this story incorrectly said that the Atascadero City Council approved allowing hotels to tax themselves to fund tourism promotion. Rather, the hotels will be allowed to charge customers more. Atascadero will be the fifth city in San Luis Obispo County to allow hoteliers to charge more money specifically to help fund tourism promotion, the City Council decided Tuesday night. Starting in June, the new assessment -- separate from city coffers -- will be 2 percent of the hotel charge, collected on top of a 10 perce...
Hotel, restaurant changes coming to southside near I-70 (The Tribune-Star, Terre Haute, Ind.)
April 10, 2013
By Sue Loughlin, The Tribune-Star, Terre Haute, Ind.McClatchy-Tribune Regional News April 10--TERRE HAUTE -- Some major changes are in store for the Terre Haute Holiday Inn and surrounding property, including renovation of the existing five-story structure, potential construction of new hotel and two new restaurants. The developer, General Hotels Corp., has a request before the Vigo County Area Plan Commission to plat nine parcels of land into five buildable lots to better meet existing and future needs. The plan commission will consider the request when it meets at 7 p.m. tonight. "It divides up the property into lots to match up with the ex...
J’Ville council to look at feasibility of new convention center (Tyler Morning Telegraph, Texas)
April 10, 2013
By Kelly Gooch, Tyler Morning Telegraph, TexasMcClatchy-Tribune Regional News April 10--Terri Underwood supports the idea of a new multi-purpose arena in Jacksonville. She said her children, who do team penning and ranch sorting, currently compete in Henderson, but she would be pleased to watch them in Jacksonville. "I think it'd be a great thing..." she said. "I would love to see Jacksonville have something like that." Her wish could become a reality if city officials approve a two-phase master plan that includes a convention center, as well as a livestock expo center. The proposed project was addressed during a Tuesday meeting, when city co...
Va. Beach buoys preservation hopes for Cavalier Hotel (The Virginian-Pilot)
April 10, 2013
By Gabriella Souza, The Virginian-PilotMcClatchy-Tribune Regional News April 10--VIRGINIA BEACH -- The city is offering incentives to potential buyers of the Cavalier on the Hill in hopes of preserving the historic Oceanfront hotel. Staff and Mac Rawls, who heads a task force that aims to preserve the Cavalier, presented the incentives to the City Council on Tuesday. The council later approved an ordinance with the recommendations. Staff will now attempt to meet with potential buyers before April 25, the bidding process' start date. The package includes indications that the city would consider changing the zoning of the parcel containing the ...
Stakes high for an urban casino (Boston Herald)
April 10, 2013
By Frank Quaratiello, Boston HeraldMcClatchy-Tribune Regional News April 10--Get ready for an urban casino because the rural option looks like a nonstarter. Foxwoods has hit the same wall of community resistance in Milford that derailed Steve Wynn and New England Patriots owner Robert Kraft in Foxboro, so it's going to come down to Everett vs. Suffolk Downs for the grand prize: the Greater Boston resort casino license. That's sweet redemption for Wynn, who now has a second chance in Everett, where residents love his plan. Maybe Foxwoods doesn't care. Some say Foxwoods' $400,000 up-front fee bought the Mashantucket Pequots a chance to sue the ...
Hotel occupancy, revenues remain flat in Mumbai (Mint, New Delhi)
April 8, 2013
By Moulishree Srivastava, Mint, New DelhiMcClatchy-Tribune Regional News April 08--MUMBAI -- More hotel rooms in Mumbai were occupied in fiscal 2013 than in the year before but revenue per available room (RPAR), a key industry metric, fell because of increased competition, a new study shows. RPAR for hotels in Mumbai dropped by 2% in the previous 11 months, as against an increase of 4% in the previous three fiscal years, property advisory Jones Lang LaSalle India said in a report released on Monday. This was because average daily rates declined by 8% to Rs.8,450 a room due to recent supply additions, though occupancy strengthened to 64% in 20...
Chinese spending less on hotels but still flash the cash (China Daily, Beijing / Asia News Network)
April 8, 2013
By Wang Zhuoqiong, China Daily, Beijing / Asia News NetworkMcClatchy-Tribune Regional News April 08--BEIJING (China Daily/ANN) -- Despite the massive purchasing power Chinese tourists have shown overseas, a recent survey found travelers from China paid less than those from elsewhere for their hotel rooms in more than half of the countries contacted. The report, conducted by hotels.com, a leading online accommodation booking website with almost 200,000 properties around the world, found most of the discounts in Europe, triggered by the troubled situation in the eurozone, according to Jessica Chuang, its senior marketing manager for Greater Chi...
Service Excellence: Four Lessons ALL Businesses Can Learn from a Five-Star Resort
Bryan K. Williams, D.M. | November 2, 2012
by: Bryan K. Williams, D.M. November 2, 2012 Have you ever experienced service so pure that you could literally feel it? Service that is unpretentious, unrestrictive, unscripted, yet seamless and professional all at the same time. Even as a service consultant, it would have been difficult for me to imagine that such a caliber of service could exist so flawlessly and naturally. I am referring to a recent memorable experience during a trip to the Ayana Resort & Spa in Bali. I wish that I could pack up a few of the staff and take them around the world with me so they can show everyone what excellence, humility and professionalism look...
World-Class Service: The Double-Platinum Rule 2.0
By Dr. Bryan K. Williams, DM | April 5, 2011
By Dr. Bryan K. Williams, DM April 5, 2011 When I wrote the Double Platinum Rule years ago, my intent was to communicate the importance of exceeding customer expectations. To exceed expectations, you must not only treat people the way they want to be treated (Platinum Rule), but treat people the way they don't even know they want to be treated (Double-Platinum Rule). I even shared some examples. Then, something recently hit me. Many people may think that the double-platinum Rule is only about anticipating needs. It is not. The double-platinum rule is also about providing information that the customer may not have known otherwise. In oth...
Customer Problem Resolution: The 100% Principle
Dr. Bryan K. Williams, DM | March 16, 2011
By Dr. Bryan K. Williams, DM March 16, 2011 When it comes to serving others, chances are that you will make mistakes occasionally. Even in the most opulent, 5-star hotels and restaurants, guests are sometimes disappointed. The same goes for hospitals, banks, nursing homes, spas, airlines, and any other businesses that serve people. The key to this seemingly unavoidable dilemma of making mistakes is how well you exemplify the "100% principle". The 100% principle is simply this: Whenever you receive a complaint or request, follow it through until you are 100% sure that the customer is happy with the resolution. It does not get much simple...
Service Superstars: Work Like You Own It!
Bryan Williams | April 20, 2010
By Bryan Williams February 2010 Years ago, when I reported for my first day of work as a restaurant busboy, the maitre'd said something to me that I have never forgotten. He said, "I want you to work in this restaurant like you own it". I remember thinking..."what on earth does he mean by that?" Not long thereafter, the implication hit me, and I never looked at a job the same again. Working like you own it means that you take pride in your work, and will never allow yourself to give anything less than excellence every time. In The Greatest Bellman I Ever Met, I wrote about a bellman who took immense pride in his job. His service not onl...
Make Each Touchpoint Memorable: Cha-Ching!
Dr. Bryan K. Williams, D.M. | April 20, 2010
By Dr. Bryan K. Williams, D.M. April 2010 A few years ago, I wrote an article entitled Engage every customer, one touchpoint at a time. The basic message was that the entire customer experience is comprised of several touchpoints. A touchpoint is any interaction between a customer and your business. For each touchpoint, you could either make a deposit or a withdrawal. More deposits equal more customer engagement, and more withdrawals equal less engagement. Pretty simple right? I even have a client whose employees give a cheer whenever someone makes a deposit...: "Cha-Ching!" I couldn't stop smiling after I heard that one. I would like t...
5 Stars vs. 4 Stars: What’s the Difference?
Bryan K Williams | January 12, 2009
by Bryan K. Williams January 2009 - Championship winning coaches have a habit of demanding excellence from everyone on their team. They never tolerate mediocrity from anyone. Incredibly high standards are discussed everyday (yes, everyday). This article, however, is not about sports. Nor is it about AAA ratings, Mobil ratings, or Michelin Guide ratings. It is about what separates very good from exceptional. I've had the privilege to work with 5-star hotels, restaurants, and spas. I have also worked with 4-star establishments. The difference between the two is like night and day. 4 star properties are reputable and very good. In most cas...
The Greatest Bellman I Ever Met…
B.Williams Enterprise, LLC | April 3, 2006
by Bryan K. Williams, April 2006 In my current role as corporate director of training and organizational effectiveness, I travel quite regularly, and am able to experience service at some of the finest hotels in the world. In fact, I consider myself to be an expert in not only assessing world-class service, but delivering world-class service as well. During a recent business trip to Chicago, Illinois, I stayed at one of that city's finest hotels, and was thoroughly impressed with the flawless execution of virtually every service detail. Particularly, I was privileged to have been "roomed" by the most professional and genuine bellman I ...
Andrea Carillo Bianchi Named TRUST International Director of Business Development for Europe and Asia
January 30, 2001
ORLANDO, FL, February 15, 2001 -- TRUST International, a subsidiary of international media giant Bertelsmann AG, today announced the appointment of Andrea Carillo Bianchi as the new Director of Business Development for Europe and Asia. Ms. Bianchi will be responsible for the acquisition of new clients in the European and Asian markets from the Frankfurt, Germany office. Ms. Bianchi has worked as product manager for tour operator DERTour since 1998, where she was responsible for product strategy, planning, and purchasing for the Southern Africa and Indian Ocean regions. ÂAndrea Bianchi is a critical addition to our business...
Update: AH&MA Conventions – Spring, 2001/ Feb 2001
January 30, 2001
Update: AH&MA Conventions Spring, 2001 AH&MA Legislative Action Summit February 27 - March 1, 2001 Loews LÂEnfant Plaza Hotel, Washington, DC Uncertain times call for firm leadership to guide your business. Now you can have a voice in deciding how your business will fare in these uncertain times. Join hoteliers from throughout the country as the American Hotel & Motel Association lobbies Capitol Hill on behalf of the U.S. lodging industry. The fourth annual Legislative Action Summit is an important component of AH&MAÂs efforts to support legislation favorable to our industry. At the summit you will hear from in...
Wingate Franchisee Doug Stafford Opens the 100th Wingate Inn Hotel in Concord, NC. / Mar 2001
January 30, 2001
Wingate Franchisee Doug Stafford Opens the 100th Wingate Inn Hotel in Concord, NC. PARSIPPANY, NJ (March 22, 2001) - Wingate Inns International, Inc. today announced the opening of its 100th franchised Wingate Inn hotel as franchisee Doug Stafford opened the doors to his 93-room property at 7841 Gateway Lane NW in Concord, NC. The opening of the 100th Wingate Inn hotel in Concord is a major achievement for the brand as it pushes the chain past a significant landmark in terms of open hotels and national presence, says Keith J. Pierce, president and chief executive officer of Wingate Inns International. Reach...
Wyndham’s Women Awards Finalists Share Their Business Travel Secrets; Top Ten suggestions will be located in the guest services directory in every
January 30, 2001
Hotel Online Special Report Wyndhams Women Awards Finalists Share Their Business Travel Secrets Top Ten suggestions will be located in the guest services directory in every Wyndham guest room DALLAS - March 19, 2001-- Women business travelers, the fastest growing segment of the business travel market, have a lot to be grateful for in March especially if theyre jet-setting around the globe. In honor of Womens History Month, Wyndham International, Inc. has compiled a Top Ten list of travel tips from its WOMEN ON THEIR WAY® Awards finalists to benefit business travelers across the country. Tips include ever...
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