Spokane Tribe Resort & Casino Partners With Travel Outlook to Elevate Guest Service Experience
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Operations
What a Sparkplug Teaches About Hotel Operations During a Crisis
Greg Johnson | April 2, 2020
By Greg Johnson We are seeing occupancies declining, groups canceling and jobs being lost. It is easy for hoteliers to get caught up in the vortex of panic and depression. Up until now, many sales leaders have assumed the role of the hotel sparkplug, filled with energy and optimism to cast an uplifting aura throughout the back of the house. It is critical that we all continue this message of confidence and hope. Aside from the metaphorical meaning of the term ‘sparkplug’, let me first digress with a short story about some engine troubles I was recently having which nonetheless provides a powerful lesson for those in hospitality. Ann...
Think Staycations and Cleanliness Theater for COVID Travel
Larry Mogelonsky | April 1, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) There are two terms to mull over for how the travel will change in the near future and both relate to the heightened sense of agoraphobia and fear of unhygienic spaces. And those hotels that are able to figure out these two terms apply in a post-COVID world will indeed see their occupancies return. First to understand is the fear instilled in people’s minds from all this panic that will linger for long after the all clear is given. Call it ‘post coronavirus stress disorder’ (PCSD). What this means is that your newly adopted hygiene standards put in place to address COVID-19 wi...
Live Survey Reveals 50 Percent of Hotels Not Planning to Close Properties Due to COVID-19
Knowland | March 27, 2020
Leading group hospitality analytics firm, Knowland, conducts webinar to inform hoteliers on best practices during a time of crisis, with a focus on key recovery strategies ARLINGTON, Va. — March 27, 2020—Knowland, the leader in group hospitality analytics for hotels, convention and visitor bureaus, conference centers and other meeting venues, announced today the results of a live survey of more than 700 hoteliers conducted during its informative webinar “COVID-19 Preparing Today for Success Tomorrow.” Knowland’s VP of product management, Kristi White provided insight and guidance during a webinar held on March 25, 2020 and is ava...
The COVID Crisis Highlights the Need for Hotel Call Centers
Larry Mogelonsky | March 26, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) The virus outbreak starting in Wuhan is the gamechanger for 2020 and many years to come. Reservations and occupancies will inevitably return, but the ground has forever shifted and this new normal we are just entering calls for new working – and largely virtual – conditions as well as a hyper-effective team to handle the load in lean times. My Own Cancellation Story As everyone is scrambling for new operational efficiencies to do more with less and to do so remotely (for the time being), I am reminded of what I went through to cancel a recent hotel booking for a weeklong stay...
Keep Your Hotel Open Virtually
Travel Outlook Hotel Reservations Call Center Services | March 24, 2020
Travel Outlook Premium Reservation Call Center, a virtual hospitality company specializing in voice reservations, is announcing a campaign to assist hotels to stay open for business during the Covid-19 crisis. With agents trained in sales by Kennedy Training Network and tested by Forbes Five Star, Travel Outlook is the premier call center specializing in voice services, with an extensive, elite client list that includes Viceroy Hotel Group, Columbia Hospitality, KSL Resorts, Outrigger, Irvine Company, Highgate Hotels, Pegasus, and others. Travel Outlook has always been virtual, with reservation specialists working from home offices. The...
To Outsource Your Call Center, Or Not – Part 1
Travel Outlook Hotel Reservations Call Center Services | March 17, 2020
Four Ways Hotels Lose Revenue by Handling Reservations Calls In-House Hotels are missing out on booking revenue by undervaluing their voice reservations channel. Hiring an outsourced call center is sometimes seen as a luxury compared with the cost of handling calls in-house. But this can prove a false economy; a professional voice team can significantly drive reservations and boost ADR (Average Daily Rate), more than compensating for the financial outlay. So how do hotels lose revenue when they handle their reservations calls in-house? 1. Calls are missed The most obvious way revenue is lost is that calls get missed. A busy front ...
The Employee Experience Starts With the Hiring Process
Shep Hyken | March 12, 2020
By Shep Hyken Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another. I recently interviewed Teri Yanovitch for Amazing Business Radio, and she talked about her job at Disney World. She had just finished high school and remembered walking up to the “Casting Center,” where...
Strategic Coronavirus Operational Planning
Larry Mogelonsky | March 11, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) The news regarding this virus is omnipresent. It has impacted travel throughout the world, for which nearly every hotel will feel the effect. Stemming from numerous emergency planning sessions for the properties we manage through our consultancy, below is the rough preamble of what we have proscribed to help hoteliers get through this global ordeal. Preparation is essential, not only in terms of what we do hygienically, but also in how we build our business. Whatever the actual severity of this virus, the fact remains that it is not our call as hoteliers to make a decision either wa...
The Indigo Road Hospitality Group Adds The Savvy to Management Portfolio
| March 11, 2020
CHARLESTON, SC — March 11, 2020 — The Indigo Road Hospitality Group has added The Savvy in Savannah, GA to its growing portfolio of lifestyle hotels. “The great advantage for hotels of this size is the ability to personalize the experience for guests and enables us to create a memorable visit,” said Larry Spelts, partner and president of the Lodging & Lifestyle Adventures division of The Indigo Road. “The open-air courtyard is destined to become a highly coveted place for locals and visitors looking to enjoy refreshing beverages in a secluded urban oasis.” Designed by architecture firm LS3P, the 55-room full-service bout...
Instawork, the Largest Flexible Hospitality Staffing Platform in the U.S., Announces Partnership With Staffmate
Instawork | March 11, 2020
Partnership will Further Companies' Shared Goal to Make Staffing and Scheduling as Easy as Possible for their Business Partners Las Vegas, NV (March 11, 2020) - Instawork, the largest flexible staffing app for gig workers and hospitality businesses, and StaffMate Online, the first web-based staff scheduling software for events-based businesses announced today a strategic partnership during StaffMate’s presentation at the 2020 Catersource|TSE Conference. Both Instawork and StaffMate are on a mission to solve the challenges hospitality businesses, specifically catering and event-based companies, face with staffing. Through this integration...
Upstalsboom Turns to Know Houskeeping to Automate Their Housekeeping Operations
KNOWCROSS | March 9, 2020
London -- March 9, 2020 -- KNOWCROSS, the preferred service quality management platform of the finest hotels, is happy to announce that the Upstalsboom Wellness Resort Suedstrand, Wyk on Foehr, has decided to implement the KNOW Housekeeping software solution from Knowcross, in order to automate their housekeeping department and make it more streamlined. KNOW Housekeeping has been successfully implemented at the luxurious Wellness Resort with an advanced interface to the Sihot PMS, which ensures that the staff have real-time access to room status, guest details and preferences, at all time. “We’re very excited to have implemented ...
Beekeeper and Whispr Bringing Augmented Intelligence to Frontline Workers
Beekeeper | March 4, 2020
As a hospitality innovation leader, this operational communication company is shaping the future workplace for frontline workers by anticipating technological trends and developing real-world solutions with its partners SAN FRANCISCO, MARCH 4, 2020 — Today Beekeeper is announcing an innovation partnership with Whispr that uses voice and mobile app technology as an augmented-reality component to increase productivity of hotel housekeepers. As part of its new “Innovation Labs” initiative, the award-winning operational communication company is exploring use cases on how Augmented Reality (AR) can support its customers. “T...
Employee Retention Ideas for the New Decade
Larry Mogelonsky | February 26, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) At a very broad level, hospitality has a big problem nowadays when it comes to attracting and keeping strong young candidates. Compared to other fields like STEM, finance or the allure of some new app start-up out of Silicon Valley, we aren’t top of mind for top talent, resulting in a long-term ‘brain drain’ amongst our management teams and a sense of transiency amongst our frontline associates. All this can mean a heightened anxiety as our ranks become increasingly harder to fill with qualified candidates. Undoubtedly this will be an ongoing conversation for the decade ahead,...
The Carver Companies Announce Two New National Account Managers
Carver Companies | February 20, 2020
ATLANTA, GA – February 20, 2020 – The Carver Companies, the hospitality infrastructure powerhouse recently added two new National Account Managers – Jennifer Johnson and Wanda Graves - to their Carver Hotel Group (CHG) division. Wanda Graves has 14 years of hospitality sales managerial experience and most recently served as a corporate task force director of sales where she worked on assignments, and also trained task force sales people for various short and long term assignments. Prior to that, she held sales managerial roles including senior corporate sales manager, group sales manager, and national sales manager. She has an ...
Aspire Celebrates 25 Years and a New Book!
| February 18, 2020
Sh*t I Wish I Knew – 25 Lessons in 25 Years released to mark Aspire’s 25th PHOENIX – Passion. Inspiration. Collaboration. That’s what has driven Aspire’s innovative approach to transforming workplace leadership development for more than two decades. Today, aspire celebrates its 25th year in business with the release of a new book, Sh*t I Wish I Knew, 25 Lessons Over 25 Years. As a thank you for 25 amazing years of inspiring us, believing in us; learning, collaborating, and growing with us, Aspire is offering the book for a limited time as a free download. Get your free copy here. Renie Cavallari, founder, CEO and Chief Instiga...
Millennials in the Workforce
Daniel Serrano | February 11, 2020
What are the challenges raised by millennials in the workforce and how can employers adapt to recruit and retain younger generations of talent? Explore today's best practices in talent acquisition and management. By Daniel Serrano and Fabienne Stanzione Best practices in talent management strategy How is today's workplace evolving and how are employers from global companies adapting to recruit younger generations of talents and sustain long-term engagement within their corporations? In this report, EHL is diving into best practices in talent management strategy from Four Seasons Hotels and Resorts, Intercontinental Hotel Group (IHG), ...
Olympia Hotel Management to Operate the Best Western University Inn in Canton, NY
St. Lawrence University | February 3, 2020
February 3, 2020. Portland, Maine. Olympia Hotel Management (OHM) is proud to announce the addition of the Best Western University Inn to their third-party portfolio. Located adjacent to and owned by St. Lawrence University in Canton, New York, the hotel adjoins The Oliver D. Appleton Golf Course at St. Lawrence University, which OHM will also manage. “It is an honor to add this prestigious affiliation to our growing campus hospitality portfolio and to become part of the university community,” said Sara Masterson, President, Hotel Management, for Olympia Hotel Management. OHM currently manages such campus properties as The Alfond Inn a...
Sandpearl Resort Uses Service Data to Achieve Operational Excellence
Guestware | January 29, 2020
Sandpearl Resort is one of the top beachfront vacation resorts on the gulf coast of Florida. With 700 feet of pristine white sand and crystal blue water beachfront, guests return over and over to escape and indulge in premium comforts and warm, personalized service. Like most great beach resorts, Sandpearl is bustling with activity keeping the staff busy all day long. Sandpearl Resort has 253 spacious rooms and suites designed with contemporary comfort to keep guests relaxed when they aren’t outside or dining in Clearwater’s only AAA Four Diamond restaurant, Carretta on the Gulf. The hotel implemented Guestware Suite, an industry leadi...
Operating in a Silo
Travel Outlook Hotel Reservations Call Center Services | January 23, 2020
How to Unite Revenue and Marketing Teams By definition, the silo effect happens when team members, or leadership, do not share common goals, have aligned strategies, exchange information, or use collaboration tools. The silo mentality affects not only those in the silo but stretches across the organization. On the surface, it hurts employee morale but can, also, impact a company’s bottom line. For hotels, revenue and marketing teams have traditionally worked in a silo as separate entities at hotels. Working separately in the past, building the brand and maximizing revenue were often seen as two distinct and independent goals. But that ...
Hospitality Ventures Management Group (HVMG) to Operate New Embassy Suites by Hilton in Forsyth County, Alpharetta, Ga.
Hospitality Ventures Management Group | January 21, 2020
ALPHARETTA, Ga, (January 21, 2020)—Hospitality Ventures Management Group (HVMG), an Atlanta-based, private hotel investment, ownership and management company, today announced it has been selected to operate the currently under-construction, 160-suite Embassy Suites by Hilton Halcyon Village Alpharetta on behalf of owners, Atlas Member Group of Alpharetta, LLC. The hotel is expected to open the beginning of 2021. “HVMG continues to excel in growing our portfolio of managed and owned hotels with locations ranging from city center to suburbs of major cities like this project to resorts across the United States,” said Robert Cole, presid...
Apple Hospitality REIT Selects Crestline to Manage Four Hotels
Crestline Hotels & Resorts, LLC | January 20, 2020
Hilton Garden Inn Annapolis, Hilton Garden Inn Islip/MacArthur Airport, Courtyard Syracuse Downtown at Armory Square and Residence Inn Syracuse Downtown at Armory Square FAIRFAX, VA – January 20, 2020 Crestline Hotels & Resorts, LLC (“Crestline”) announced today that it has been appointed to manage four additional hotels: the 126-guestroom Hilton Garden Inn Annapolis (Annapolis, Maryland), the 165-guestroom Hilton Garden Inn Islip/MacArthur Airport (Ronkonkoma, New York), the 102-guestroom Courtyard Syracuse Downtown at Armory Square and the 78-guest suite Residence Inn Syracuse Downtown at Armory Square (Syracuse, New York)....
TraknProtect Announces New Partnership With Intello Technologies
Intello Technologies | January 15, 2020
TraknProtect expands its leading position in the hospitality technology industry with new Intello Technologies Canadian market partnership Chicago – January 15, 2020 – TraknProtect, a pioneer of real-time location-based technology purpose-built for the hotel industry, has announced a new partnership with Montreal-based Intello Technologies, a leading guest internet and hospitality solutions provider in Canada. In addition to solidifying its position in hospitality technology, this new partnership allows TraknProtect to extend its footprint of innovation across the border and offer its award-winning solutions to Canadian hotels. Emp...
Aimbridge Hospitality Selected to Manage Westin Boston Waterfront
Aimbridge Hospitality | January 14, 2020
Aimbridge Hospitality, the world’s leading third-party hotel management company, announces it has been selected to manage the Westin Boston Waterfront, a 793-room contemporary hotel connected to the Boston Convention & Exhibition Center. Westin Boston Waterfront is owned by DiamondRock Hospitality Company (NYSE: DRH) a self-advised real estate investment trust with 31 premium hotels and resorts throughout United States. The Hotel is operated under a franchise agreement with Westin Hotels (a subsidiary of Marriott International) which expires in 2026. “Aimbridge has the specialized expertise to drive results at Boston’s leadi...
Declaring Their Independence, Big Box Hotels Combine Capacity, Personalized Service, High Tech & Flexibility
Teneo Hospitality Group | January 9, 2020
Eleven Teneo Members Offer Hot Dates, Promotions in 2020 Eden Prairie (Minneapolis) MN, January 2020 … Bigger, bolder and now independent – Big Box Hotels are increasingly breaking off from major brands and deploying their expansive meeting spaces, extensive room inventory and outstanding technical services to become independent operators. It’s a growing trend that offers planners the advantages of a large hotel accommodating groups of up to 3,000 attendees while providing a level of flexibility and creativity once reserved for boutique properties and smaller brands. Teneo Hospitality Group, the leading group representation firm, ...
