Navigating the Complex World of Conversational AI – Part 4
John Smallwood | August 28th, 2024
Louisville, Kentucky Nearly Doubles Year-Over-Year Event Volume, Hits 94.9 Percent Growth in July
Knowland | August 21st, 2024
News Top: August
How To Implement a Front Desk Upsell Program That Outperforms Your Prearrival Email Campaign
Doug Kennedy | August 22, 2024
Despite what digital marketing and tech providers may say, I believe upselling can best be accomplished when warm, welcoming, front desk colleagues have authentic, human conversations. That’s not to say that pre-arrival emails that market upsell options in advance do not serve a role, because they do. For one, whatever upselling revenue they produce is a plus, especially since it is automatically generated. Also, pre-arrival emails tee-up a conversation-starting question that a well-trained receptionist can use to open the door. The challenge is that these days, guests who book travel in advance are inundated with pre-arrival emails explai...
HVS U.S. Hotel Development Cost Survey 2024
Luigi Major, MAI | August 19, 2024
By Luigi Major In 2023, the national lodging market continued to achieve high performance levels. While occupancy growth was minimal, compared to the level achieved in 2022, average daily rate (ADR) and revenue per available room (RevPAR) reached all-time highs. This robust performance reflects a strong recovery and growth trajectory following the disruptions caused by the COVID-19 pandemic. Data for 2024 illustrate that the hotel industry has continued to experience minimal improvements in key performance metrics. Despite occupancy remaining relatively flat, both ADR and RevPAR have shown continued growth thus far this year. These healthy...
NexGen Hotels Acquires The Cole Hotel in Palm Springs, California
NexGen Hotels | August 6, 2024
NexGen Hotels Expands its Portfolio into the California Market Palm Springs, CA – August 6, 2024 – NexGen Hotels, a hotel development and management company based in Itasca, Illinois, today announced the acquisition of The Cole Hotel in Palm Springs, California. Located at 2323 North Palm Canyon Drive, the boutique hotel will be managed by Genuine Hospitality Group of St. Louis, Missouri. The Cole Hotel is nestled at the base of the majestic San Jacinto Mountains and is the perfect desert oasis whether looking to be laid-back poolside or out for adventure. The 30-room hotel offers guests convenient access to the scenic trails of th...
Exploring the El Encanto, A Belmond Hotel, With Janis Clapoff, General Manager
Adam and Larry Mogelonsky | August 21, 2024
By Adam and Larry Mogelonsky When considering California’s Santa Barbara, you immediately envision a never-ending white sand beach surrounded by trendy restaurants and beach-front accommodations. But drive a few minutes up the city’s hills, and you will reach the El Encanto, a secluded, 7.5-acre oasis of verdant gardens tucked into the upper reaches. Here, a serene presence contrasts the endless hubbub of cars, people, boats, and related commercial activities. This geographic differentiation endears guests to the Belmond property, which, in a word, ‘unwinds’ them from the day-to-day intensity of a traditional visit to the city. ...
Grand Hyatt Scottsdale Resort Expected to Debut in Early October 2024 After $115M Renovation
Hyatt Regency Scottsdale Resort & Spa | August 5, 2024
Hyatt Regency Scottsdale Resort & Spa at Gainey Ranch will transition to the first Grand Hyatt hotel in Arizona, with transformative renovations of accommodations, pool, suites, and food and beverage concepts. SCOTTSDALE, Ariz. (August 5, 2024) – With a phased full property renovation under way, Hyatt Regency Scottsdale Resort & Spa at Gainey Ranch expects to unveil its highly anticipated $115 million property-wide renovation and rebrand to Grand Hyatt Scottsdale Resort in early October 2024, marking the first Grand Hyatt hotel in Arizona. The newly reimagined luxury resort invites guests to connect with the captivating spirit of ...
LBA Hospitality Celebrates Opening of TownePlace Suites by Marriott Brunswick
LBA Hospitality | August 13, 2024
Brunswick, Georgia – Premier hotel management company LBA Hospitality proudly celebrated the grand opening of its newest hotel, the TownePlace Suites by Marriott Brunswick, Georgia, on Tuesday, June 25th. Owned by BPR Properties, the hotel officially commenced operations with an open house event, marking the continued growth in Brunswick’s vibrant hospitality industry as well as the strong partnership between LBA and BPR. Located next to the Residence Inn Brunswick—an LBA and BPR establishment recently recognized with the Marriott Silver Circle award for Guest Service—this new TownePlace Suites enhances Brunswick’s extended...
ChatGPT and AI in the Hotel Industry: Transforming Hospitality
Agilysys | August 22, 2024
The hotel industry is undergoing a transformative shift, largely driven by advancements in artificial intelligence technologies like ChatGPT. These innovations are not just reshaping customer service but are also revolutionizing how hotels operate, manage resources, and interact with guests. In an increasingly competitive landscape, AI offers tools that enhance guest experiences, optimize operations, and provide strategic insights, making it an indispensable part of modern hospitality. Enhancing Guest Experiences One of the most significant impacts of AI in the hotel industry is on guest interactions. ChatGPT, a conversational AI develo...
Stop It: Ten Bad Customer Service and CX Habits You Need to Stop
Shep Hyken | August 15, 2024
By Shep Hyken Recently, Bob Newhart, a famous comedian and actor, passed away. He started his career as a stand-up comedian and eventually hit it big on television, starring in a TV series aptly named The Bob Newhart Show. His awards include three Grammy Awards, an Emmy Award, a Golden Globe, and the Mark Twain Prize for American Humor. In 1960, his comedy record The Button-Down Mind of Bob Newhart reached No. 1 on Billboard’s pop album chart. But enough about Newhart’s history and accolades, why is he showing up in an article about customer service and experience? The answer can be found in one of his TV specials in a funny ...
Navigating the Complex World of Conversational AI – Part 4
John Smallwood | August 28, 2024
Why Hoteliers Can't Afford to Ignore AI: The Impact of Annette, The Virtual Hotel Agent™ By John Smallwood, President of Travel Outlook August 2024 Over the past couple of months, we've explored the evolving role of conversational AI in hospitality, particularly focusing on Annette, The Virtual Hotel Agent™ by Travel Outlook. This series has highlighted Annette's advanced capabilities, which include handling complex guest requests, personalizing interactions, and providing multilingual support. These features have positioned Annette as a critical asset for hoteliers looking to enhance guest experiences and streamline internal operat...
Transforming Hotel Front Desk Services for a Better Guest Experience
EHL | August 26, 2024
In this blog, we’ll explore how the front desk is adapting to meet modern guest expectations. You'll also learn about the essential duties of a front desk receptionist, the challenges they face, and innovative solutions that are redefining their role. By the end of this post, you'll have a deeper understanding of how these changes are shaping the future of the hospitality industry. The changing face of the hospitality industry The hospitality industry is undergoing rapid change, driven by technology and shifting customer expectations. Today, successful hotels prioritize creating great guest experiences over simply providing a place to s...
Italian Hotel Group, The Hospitality Experience, Opens Borgo dei Conti Resort in Umbria
Borgo dei Conti Resort | August 19, 2024
UMBRIA, ITALY - Borgo dei Conti Resort is a 40-room & suite luxury resort located in the heart of Umbria, Italy. The estate is surrounded by 40 acres of picturesque olive groves and lush forestland - immersing guests in the scenic Italian countryside. Designed by Milanese firm Spagnulo and Partners, Borgo dei Conti Resort’s design scheme pays homage to Umbria’s history with the use of rich color palettes inspired by the work of iconic Renaissance painters such as Pietro Perugino and Raffaello Sanzio da Urbino (a.k.a Raphael), complemented by traditional architecture dating back to the 19th century and native materials that are harmoni...
STR, TE Maintain 2024-25 U.S. Hotel Forecast
STR | August 8, 2024
NASHVILLE – STR and Tourism Economics made slight adjustments to the 2024-25 U.S. hotel forecast just released at the 16th Annual Hotel Data Conference. For 2024, projected gains in average daily rate (ADR) were downgraded 0.1 percentage points, while revenue per available room (RevPAR) was held steady at +2.0% year over year. Occupancy for the year was upgraded 0.2 ppts, after the previous forecast projected a year-over-year decline in the metric. For 2025, the occupancy growth projection was also lifted (+0.2ppts), while the forecast for ADR and RevPAR increases were kept at +2.0% and +2.6%, respectively. “Midscale and Eco...
CBRE Hotels Adjusts Outlook for 2024 Due to Economic Conditions, Predicts Modest U.S. RevPAR Growth
CBRE Group, Inc. | August 15, 2024
Dallas – August 15, 2024 – CBRE is reducing its forecast for U.S. hotel performance this year, as lodging demand softens due to weaker-than-expected leisure travel and slowing corporate profit growth. CBRE now projects a 1.2% increase in revenue per available room (RevPAR) growth for 2024, down from the 2.0% estimated in May 2024. Nevertheless, CBRE anticipates 2% year-over-year growth in RevPAR in the second half of 2024, up from 0.5% year-over-year growth in the first half, driven by international tourism and election-related events. CBRE forecasts GDP growth of 2.3% and average inflation of 3.2% in 2024. The performance of the lod...
What Is Corporate Performance Management in Hospitality?
Vic Chynoweth | August 27, 2024
With the right methodologies and metrics, hospitality companies can implement Corporate Performance Management strategies to drive operational efficiency, enhanced guest experiences, and financial success. By Vic Chynoweth Corporate Performance Management (CPM) refers to the processes and systems used by organizations to monitor, manage, and improve their business performance. CPM encompasses a wide range of activities, including planning, budgeting, forecasting, financial reporting, and analysis. It helps organizations align their resources and strategies with their goals, measure progress, and adjust tactics to optimize outcomes. Speci...
IHG Army Hotels Celebrates 15 Years of Delivering True Hospitality for Heroes
IHG Army Hotels | August 14, 2024
ATLANTA – August 14, 2024 – IHG Hotels & Resorts (IHG), one of the world’s leading hotel companies, is proud to celebrate the 15th anniversary of the IHG Army Hotels military lodging program this month. Since its inception under the U.S. Army’s Privatization of Army Lodging (PAL) Program, IHG Army Hotels has continued to expand and deliver True Hospitality for Good to military guests, veterans and their families through on post accommodations under the familiar and trusted Holiday Inn Express, Candlewood Suites and Staybridge Suites brands. To commemorate the milestone, IHG Hotels & Resorts today will host an event a...
New F&B Trends for Fall 2024 Look Back at the Old
Adam and Larry Mogelonsky | August 28, 2024
By Adam and Larry Mogelonsky Heading into Labor Day, it’s time to think about for what will be on the plate for next year’s barbecue to end out the summer. As any hotelier or restaurateur knows, dietary trends ebb and flow, shaping our menus and dining habits over time. Where once low-fat dominated the scene, today’s focus has shifted to low-carb options aimed at managing insulin spikes. Classic continental breakfasts still grace our tables, but they now sit alongside trendy choices like avocado toast, overnight oats, and superfood smoothies. For those less versed in nutritional science, these shifts might seem arbitrary, yet each n...
Embracing Technology: Using AI-Powered Travel Concierges in Hospitality Mobile Apps
Magdalena Rieder | August 30, 2024
Being ahead is crucial for businesses in today's fast-paced world, especially in the highly competitive hospitality industry. As technology constantly evolves, utilizing innovations such as artificial intelligence (AI) is becoming not simply a choice, but rather a necessity. Nevertheless, how can hotel brands like Marriott or Hilton use AI to enhance guests' experience and boost business growth? Exploring the Use of AI in the Hotel Industry AI-powered trip itineraries already redefine the way people tour the world. These highly advanced tools analyze an individual's preferences, budgets and schedules to create tailored journeys in seconds (...
Five Key Hospitality Trends for Attracting Tomorrow’s Travelers
Manfred Abraham, CEO, Yonder Consulting | August 6, 2024
By Manfred Abraham, CEO, Yonder Consulting Picture this: As you step up to the check-in counter at a hotel, the receptionist asks, ‘Have you stayed with us before?’ This seemingly simple question reveals a critical flaw in the hotel’s operations and shows that the hotel is falling behind in the way the industry is moving. Let me explain. The travel and hospitality industries were some of the most impacted industries by recent world events. This gave both boutique and chain hotels a chance to evaluate their offerings and take a step back to see what guests really want from their stay. This has resulted in several key trends that will...
Why Travelers Prefer Single Guest Itineraries
Warren Dehan | August 13, 2024
The modern hotel PMS is helping guests stay organized and hotels remain profitable By Warren Dehan Technology was supposed to make everything so easy. Instead, travelers are more overwhelmed than ever by their devices, each vying for attention every second of every day. Not only are travelers focused on getting from point A to point B, but they likely are managing work emails, speaking with family members, or are distracted by whatever book or video series currently has their attention. Therefore, travelers love it when hotels make things easy. That includes having a single itinerary with all purchase, experience, and reservation inform...
Key International and Wexford Real Estate Investors Launch Renovation of Fort Lauderdale Marriott Pompano Beach Resort & Spa
Key International | August 29, 2024
Pompano Beach, Fla. August 29, 2024– Key International and Wexford Real Estate Investors have initiated the renovation of the Fort Lauderdale Marriott Pompano Beach Resort & Spa. This comprehensive project will completely reimagine the beachfront resort pool and spa, all 219 guest rooms and suites as well as the lobby, restaurant, bar and guest arrival experience. The development firms tapped design studio Urban Robot Associates, known for redesigning The Boca Raton Beach Club, the 1 Hotel Beach Club, The Standard Residences and Pastis Wynwood. “We are thrilled to start this significant renovation project,” said Diego Ardid, C...
Cendyn Names Jeffrey A. Cross New Chief Financial Officer
Cendyn | August 22, 2024
Senior Finance and Operations Executive with a proven ability to drive revenue growth set to enhance Cendyn’s fiscal position. Boca Raton, Florida – August 22, 2024: Cendyn, a global integrated hotel technology and services company, is excited to announce the appointment of Jeffrey A. Cross as Chief Financial Officer. As the Chief Financial Officer (CFO) Jeff will play a pivotal role in steering the financial strategy and operations of the company. As a key member of the executive team, Jeff will oversee financial planning, risk management, and reporting to ensure the company’s financial health by managing budgets, forecasting fu...
How Much Should a Hotel Website Cost?
Lodging Interactive | August 12, 2024
Lodging Interactive offers a SaaS model where a hotel pays a nominal fee upfront and continues with monthly payments for the term of the contract, after which the website is fully owned by the property. Thanks to website and hosting technology advancements over the past 15 years, spending tens of thousands of dollars to build a high-converting hotel website is no longer necessary. This is important for hotel marketers to understand, as they typically allocate less than 5% of their annual budget to marketing. “Independent hotels typically allocate about 4-5% of their total revenue to their overall marketing budget. Within this budget, ...
USALI 12th Revised Edition, Deep Dive: Annual Mandatory Brand and Operator Costs – Schedule 16
HFTP | August 5, 2024
Just released, the Uniform System of Accounts for the Lodging Industry (USALI) 12th Revised Edition has been meticulously updated by the Global Finance Committee (GFC) with guiding principles to enhance transparency in reporting, broaden data sets to better inform decision-making, and align with contemporary practices. To support its release, GFC members are also presenting a series of webinars. Be sure to register for the monthly “USALI 12th Revised Edition, Deep Dive” webinars running through September 2024. Accompanying the webinars are correlating blog posts, including this one which precedes the webinar “USALI 12th Re...
Navigating the Complex World of Conversational AI – Part 3
Travel Outlook, the premier hotel call center™ | August 7, 2024
Elevating Hotel Operations with Conversational AI By John Smallwood, President of Travel Outlook August 2024 Recently, we explored how conversational AI, particularly Annette the Virtual Agent™, enhances guest experiences by understanding complex requests, personalizing interactions, and providing multilingual support. In the third part of our series, we will explore Annette's ability to handle a multitude of frequently asked questions (FAQs), route calls to internal departments, and seamlessly transition guests to live agents when needed. Dive in below as we explore the advanced capabilities of Annette, and how she helps your hotel...
Renee Laurie Named Director of Sales & Marketing for Beach House Hilton Head Island
Beach House Hilton Head Island | August 21, 2024
Hilton Head Island, S.C. (21, 2024) - Following the completion of an extensive renovation and upleveling to the property’s outdoor and event spaces, Beach House Hilton Head Island, the oceanfront resort known for toes-in-the-sand fun and events, has announced the appointment of Renee Laurie as Director of Sales and Marketing. Renee will play a key role in welcoming new weddings, meetings and group business clients to the Tiki Hut – the island’s only on the beach bar and live music venue, as well as the property’s fully redesigned resort pool and all-new outdoor events pavilion, The Dunes. “With an incredibly strong background in gr...
