The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4th, 2024
Spokane Tribe Resort & Casino Partners With Travel Outlook to Elevate Guest Service Experience
Travel Outlook, The Premier Hotel Call Center™ | October 2nd, 2024
Knowland Issues Its Quarterly Event Activity Forecast
KNOWLAND | January 12, 2022
The U.S. Meetings Recovery Forecast remains stable with no significant shifts in meeting patterns beyond normal seasonality changes ARLINGTON, VA — January 12, 2022 — Knowland, the world’s leading provider of data-as-a-service insights on meetings and events for hospitality, today released an updated U.S. Meetings Recovery Forecast (MRF) to provide the hospitality industry with predictive insights into event recovery over the next three years. The forecast remains unchanged from its initial release in November. Knowland’s MRF provides the percentage of demand growth as the industry moves into recovery. The highlights from the last...
The Top 5 QUESTions Your Reservations Team Should be Asking in 2022!
Doug Kennedy | January 6, 2022
By Doug Kennedy Are you ready to help your reservations team maximize the contribution of the voice booking channel in 2022? If so, it is not going to be easy. As we look ahead to the coming year nothing is certain. Well, actually one thing is certain: there will be continued disruption in the lodging industry! One small but important sales habit you can do now to help in your reservations team’s QUEST to be the BEST in 2022 is to update your list of QUESTions that should be asked as part of your sales “flow” criteria. Why do lodging industry reservations sales agents need to update the questioning process? Today’s callers ...
Although Pre-Pandemic Profitability Will Remain Elusive, the Industry Will Make Strides Toward Recovery in 2022
Fran Worrall | January 5, 2022
By Fran Worrall As the new year begins, industry experts are increasingly hopeful about the state of hospitality. After almost two years of an unprecedented downturn and despite ongoing effects of the pandemic—including the emergence of new COVID-19 variants and increased consumer awareness regarding health and well-being—2022 looks to be more promising as the industry figures out how to fulfill guest expectations without compromising safety. HU/HO recently sat down with three hospitality insiders—Hospitality Sales & Marketing Association International (HSMAI) President & CEO Bob Gilbert, Knowland CEO Jeff Bzdawka, and Kalibri Lab...
Nobody Asked Me, But… No. 259: Hotel History: The Greenbrier, White Sulphur Springs, West Virginia
Stanley Turkel | January 3, 2022
by Stanley Turkel, CMHS Hotel History: The Greenbrier (682 rooms) The original hotel, the Grand Central Hotel, was built on this site in 1858. It was known as "The White" and later "The Old White". Beginning in 1778, people came to follow the local Native American tradition to "take the waters" to restore their health. In the 19th century, visitors drank and bathed in the sulphur water to cure everything from rheumatism to an upset stomach In 1910, the Chesapeake and Ohio Railway purchased the historic resort property and embarked upon a major expansion. By 1913, the railroad had added The Greenbrier Hotel (the central section of t...
The Winners and Losers in the Pandemic? It Came Down to This.
HotStats | December 20, 2021
Location ... location ... location. It’s a constant refrain in real estate and, by extension, the hotel industry. The turn of phrase took on a whole new meaning in the wake of the COVID-19 pandemic. Depending on orientation, some hotels thrived, some survived, some shuttered and some didn’t survive. Asset type also had consequence. Full-service hotels situated in downtown locations with ample meeting space and F&B outlets were a victim of circumstance and did not fare well on a profitability continuum. Meanwhile, hotels in secondary or tertiary markets, so-called drive-to markets, or properties within resort destinations had a bet...
INTELITY Named Both Best Hotel Digital Key and Best In-Room Tablet Provider in 2021 by World Travel Tech Awards
INTELITY | December 16, 2021
INTELITY lands two global awards for its guest experience platform in the inaugural competition by World Travel Awards, the leading authority recognizing excellence in global travel and tourism. Los Angeles, CA (December 16, 2021) - INTELITY®, the provider of hospitality’s most comprehensive guest experience and staff management platform, today announced it has been recognized as the World’s Best Hotel Digital Key Solution Provider and the World’s Best In-Room Tablet Provider by the World Travel Tech Awards 2021. The World Travel Tech Awards is the sister event to World Travel Awards, currently celebrating its 28th anniversary, r...
IDeaS Unveils Reimagined Consulting Services to Power the Modern Hospitality and Travel Organization
IDeaS | December 15, 2021
Global team of industry experts help businesses prepare to shift from a revenue management mindset to a culture of commercial success MINNEAPOLIS — December 15, 2021 — IDeaS, a SAS company, the world’s leading provider of revenue management software and services, has mobilized its global team of technology experts, change agents, and profit drivers with a renewed focus on sharing deep experience and knowledge to ready hospitality and parking clients for organizational transformation and to maximize revenue and commercial potential. The new-and-enhanced IDeaS Consulting offerings leverage the seasoned team’s global reach to provide...
The Dorm Hotel Adopts Latest in User-Friendly and Personalized Guestroom Entertainment With BeyondTV GuestCast
Hotel Internet Services, Inc. | December 14, 2021
New trendsetting and technologically savvy property implements advanced content casting abilities to meet guest expectations for seamless access to personal content on guestroom televisions. Ithaca, N.Y — December 14, 2021 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, today announced the successful implementation of its hospitality-engineered BeyondTV GuestCast platform by The Dorm Hotel located in Ithaca, New York. A newly opened property that already holds a reputation for providing its guests with the latest in luxury experiences at an affordable price, The...
12 Powerful Hotel Sales Hacks You Can Do Right Now to Close More Group Business in 2022
Ryan Hamilton, Co-Founder, SalesAndCatering.com and Bluebuzzard Technology Group | December 9, 2021
By Ryan Hamilton, Co-Founder, SalesAndCatering.com and Bluebuzzard Technology Group On the 12th day of Christmas, my true love gave to me… the perfect event proposal? As a matter of fact, that is precisely what we are giving you -- 12 tried and true hacks to close more deals in less time because, in the world of hospitality, a strong sales strategy is the gift that keeps on giving. As 2021 comes to a close and we shift our attention to the year ahead, it’s the perfect time to unwrap sales hacks that will not only reinforce your bottom line but will set you up for long-term success. Download the free guide from ProposalPath: 12 Sm...
The Case Against QR Menus
Larry and Adam Mogelonsky | December 8, 2021
By Larry and Adam Mogelonsky Menus are an important aspect of the overall presentation of a hotel restaurant. Indeed, a whole book on proper menu design could be written, with inventory arrangements, fonts, graphics, spacing, types of paper, menu backings and all other stylistic concerns outlined as contributing factors for a guest’s overall appreciation of the dining outlet. The pandemic has thrown a wrench in this marketing and sentiment-boosting tool as many customers now expect menus to be accessible on their phones via a QR code. The benefit for the restaurant is certainly there in the form of saving on printing costs, but it’s...
November U.S. Meetings and Events Reflect Normal Seasonality Trends, Knowland Reports
Knowland | December 8, 2021
Average attendees per event outpaces the same period in 2019, offering positive indication for group business recovery ARLINGTON, Va. — Dec. 8, 2021— Knowland, the world’s leading provider of data-as-a-service insights on meetings and events for hospitality, today released monthly meetings and events data for November. Although November U.S. group meeting volume decreased 12.4 percent over October 2021, this decline reflects normal seasonality trends for this time of year with less of a decrease than pre-pandemic trends. The average number of attendees per event continues its strong performance outpacing the same period in 2019 f...
Nobody Asked Me, But… No. 258: Hotel History: The Willard Hotel, Washington, D.C.
Stanley Turkel | December 7, 2021
by Stanley Turkel, CMHS Hotel History: Willard Hotel (394 rooms) The Willard InterContinental Washington, commonly known as the Willard Hotel, is a historic luxury Beaux-Arts hotel located at 1401 Pennsylvania Avenue NW in downtown Washington, D.C. Among its facilities are numerous luxurious guest rooms, several restaurants, the famed Round Robin Bar, the Peacock Alley series of luxury shops, and voluminous function rooms. Owned by InterContinental Hotels & Resorts, it is two blocks east of the White House, and two blocks west of the Metro Center station of the Washington Metro. The National Park Service and the U.S. Department o...
Hotels Must Embrace Remote Work
Vikram Singh | December 1, 2021
By Vikram Singh After my last pandemic-focused article, my inbox was flooded with queries about remote work. I had urged hotels to embrace remote work and stop putting geographical restrictions on hiring the best talent. Most of the emails I received questioned the long-term feasibility of remote work, especially for a hotel organization. I want to address some of these concerns and share some further thoughts on how work/office culture is already changing. Obviously, some jobs can never be performed remotely (front desk, housekeeping, etc). However, remote work is already having a direct impact on the hotel and travel industry, and t...
Tech Platforms Set to Converge in 2022
Larry and Adam Mogelonsky | November 24, 2021
By Larry and Adam Mogelonsky Lean operations are the name of the game as we prepare for an interesting year ahead. While international travel has reopened and the vaccine has boosted confidence, news stories emerging over the winter months may cause a full recovery to sputter. Right now, there’s a COVID-19 surge in Europe with more lockdowns imminent, while the hotel industry continues to contend with the macro trends of labor and supply chain shortages. Putting all this together, we can’t definitely say that 2022 will see a full-fledged return to 2019 occupancy numbers. To keep a healthy operating margin and still uphold quality se...
8 Qualities of Top Performing Hotel Call Center Agents
Travel Outlook | November 17, 2021
How to pick a call center that’s right for your property Hotels in 2021 have a lot of catching up to do. 2020 and the first half of 2021 presented the hospitality industry with a whirlwind of challenges that still linger today. The road to recovery is just ahead, and many hotels are starting to rethink their sales strategies going forward. The events of 2020 forever changed the way we travel. Traveler’s want hospitality delivered on their terms, and it is up to hotels to pivot to meet those needs. One way hotels are rising to the occasion and meeting the needs of travelers is by utilizing a professional hotel call center to man ...
Stayntouch and EOS Hospitality Expand Partnership to Deliver Flexible & Intuitive Cloud PMS to 6 Red Jacket Resorts Properties
Stayntouch | November 17, 2021
Stayntouch, a global leader in guest-centric cloud hotel property management systems (PMS) and contactless technology, today announced an expansion to its existing partnership with EOS Hospitality, a fully integrated hospitality investment firm focusing on upscale urban markets and resort destinations. Stayntouch will now deliver its full cloud PMS solution to Red Jacket Resorts, a group of six family-friendly luxury resorts based in New England. Red Jacket features six properties in Cape Cod and North Conway, boasting over 650+ rooms, suites, and vacation homes, as well as a 40,000 square-foot indoor waterpark. With deep connections to bo...
Nobody Asked Me, But…. No. 257: Hotel History: El Tovar & Hopi Gift Shop
Stanley Turkel | November 16, 2021
by Stanley Turkel, CMHS Hotel History: El Tovar Hotel (95 rooms) and The Hopi House Gift Shop One hundred and sixteen years ago, two architectural jewels opened in the Grand Canyon National Park: the 95-room El Tovar Hotel and the adjacent Hopi House Gift Shop. Both reflected the foresight and entrepreneurship of Frederick Henry Harvey whose business ventures included restaurants, hotels, railroad dining cars, gift shops and newsstands. His partnership with the Atchison, Topeka and Sante Fe Railway introduced many new tourists to the American Southwest by making rail travel and dining comfortable and adventurous. Employing many Native-A...
youtip Digital Tipping Platform Named ‘Most Innovative Startup of the Year’
youtip | November 16, 2021
Contactless and cashless digital tipping platform is recognized at Phocuswright Conference for its technical innovation, business value, and potential effect on the marketplace Hollywood, FL— November 16, 2021 — Digital tipping platform youtip was named “Most Innovative Startup of the Year” yesterday during the 27th Annual Phocuswright Conference. youtip Co-Founder and CEO Doug Miles presented the solution to a panel of judges during the event’s Innovation: Summit Awards program. Vying against seven other companies, youtip emerged as the leading “innovation poised for major breakout in the next year and beyond.” ...
Where Have All the Breadbaskets Gone?
Larry and Adam Mogelonsky | November 10, 2021
By Larry and Adam Mogelonsky Before the pandemic, it was quite customary in restaurants to whet the appetite with the tableside delivery of a breadbasket, or some variation of a small loaf of bread, as a welcome to the establishment. There has always been a positive symbolism with this act, as breaking bread not only increases meal satisfaction by alleviating any hunger pangs but also implies a deeper sense of trust and camaraderie. There’s more here on the psychological and monetary front. The bread serves as a timing delay tactic, giving the kitchen more time to prepare the selected appetizers and mains while simultaneously easing t...
youtip Vying for ‘Most Innovative Startup of the Year’ at Phocuswright Event
youtip | November 10, 2021
Contactless and cashless digital tipping platform recognized by analysts as an “innovation poised for major breakouts in the next year and beyond”; youtip is one of eight companies nominated for the top honor, along with a chance to be named the ‘People's Choice’ Chicago, IL — November 10, 2021 —When it comes to technology innovation, few companies are disrupting the travel and hospitality industries like youtip, the simplest, fastest, app free digital tipping solution. Next week at The Phocuswright Conference, youtip Co-Founder and CEO Doug Miles will present the enterprise system for digital gratuity to a panel of judges or ...
Knowland Releases First-of-Its-Kind Future Event Activity Forecast
KNOWLAND | November 10, 2021
Leveraging 15-plus years of historical meetings and events data, Knowland releases a quarterly U.S. Meetings Recovery Forecast to help hoteliers better anticipate and plan forward-looking group business ARLINGTON, VA — November 10, 2021— Knowland, the world’s leading provider of data-as-a-service insights on meetings and events for hospitality, today released a U.S. Meetings Recovery Forecast (MRF) to provide the hospitality industry with predictive insights into event recovery over the next three years. The company will update the model quarterly and the data will be available for anyone to view online. To see the most current project...
Are You Looking for The Next Generation Minibar Program With Guaranteed Guest Satisfaction?
Minibar Systems | November 5, 2021
Introducing the newly designed SmartCube Dual Wi-Fi – A fully automated minibar and fridge system for your guests Rockville, MD - Minibar Systems is proud to present the newly designed SmartCube Dual minibar and fridge model which builds on the long-term success of our SmartCube product lineup. SmartCube has a modern, minimalist design and is the world’s most technologically advanced minibar featuring the first completely plug-and-play modular system and easy-to-use attendant refill tablets. It features a fully automated minibar and a personal use refrigerator for your guests, eliminating guests from storing personal items alongside re...
Two Pizzas for Hotel Manager Meetings
Larry and Adam Mogelonsky | November 3, 2021
By Larry and Adam Mogelonsky Amidst a labor shortage, hotels the world over are looking to do more with less, be it digitalizing or automating processes, devising new recruitment strategies, increasing the reward structure to prevent employee, churn, or ramping up team productivity by whatever means necessary. All are good ventures, but instead of only focusing on the ‘staff’ we must also take a sharper look at the ‘manager’. In a lean organizational structure, many managers or supervisors have become, to borrow from baseball, pinch hitters for other departments or all-round utility players able to complete a variety of tasks fo...
Knowland Reports October U.S. Meetings and Events Volume Growth Up More Than 30 Percent Over September 2021
Knowland | November 3, 2021
Corporate market segment realizes a significant increase in percentage of overall business representing nearly 70 percent of the meeting and event business ARLINGTON, VA — November 3, 2021— Knowland, the world’s leading provider of data-as-a-service insights on meetings and events for hospitality, today released monthly meetings and events data for October. The numbers reveal that October U.S. group meetings volume increased 30.4 percent over September 2021. Average attendees per event remains stronger than 2019 for the second month in a row. Additionally, average space used was still higher than 2019, however the gap between these ...
