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
Where Data Goes to Die
Alan Zaccario | November 5, 2020
By Alan Zaccario The Aftermath of the Pandemic and the Ethical Implications of Data Deletion and Sanitization An exclusive Hotel Online article series on securing customer and employee data - Part 1 Embarrassing reports of lost data surfacing on the dark web are becoming more and more prevalent in the media. As hoteliers we become the custodians of our guests and customers’ data from the time acquired and utilized until that information is archived or permanently deleted. However, what happens when that chain of custody is broken? What happens to the employee data too? More importantly what plans do you as an owner have to prevent a dis...
Doubling Down on Revenue Management for Post-Pandemic Success
Larry Mogelonsky | November 4, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) One of the most worrisome aspects of how COVID-19 has affected the hotel industry is that we have had to furlough many of our best people. This doesn’t necessarily have to be the case, though. My hope in writing about the following management company is that hotel owners and operators can see that often a more bullish approach can work to maintain property solvency and even grow topline revenues in a depressed travel landscape. I’ve known members of the senior team at Newport Hospitality Group (NHG) for nearly two decades now, always admiring their commitment to developing thoro...
How to Better Manage Conference and Banqueting When It Returns
HotStats | October 28, 2020
Let’s face it: Even discussing conference and banqueting business right now drips of tone deafness. We get it: There’s not much of it on the books. According to HotStats data, year-to-date revenue from conference and banqueting is down 72% to $8.38 per available room compared to the same period last year. The days of the iced-over raw bar are over, for now. The regret is that conference and banqueting, based on normal times, has the potential to bring in a heaping helping of revenue. One study by Oxford Economics saw that eventgoers spent $38 billion in direct sales in 2016. Those events also generated 300 million room nights. ...
Summarizing the Financial Consequences of the Pandemic
Larry Mogelonsky | October 28, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Is COVID-19 the Armageddon for the hotel industry? That’s the first question I asked Dr. Donald W. Wise, co-founder and senior managing director of Turnbull Capital Group. With over 36 years of investment banking experience in the hospitality industry, he and this firm have been involved in roughly $20 billions of advisory, consultation, note sales, preferred equity and debt placements, and transactional engagements on both the buy-side and the sell-side. Given our current state of affairs, it behooves all senior executives and aspiring hoteliers to know a bit about the behind-clo...
Royal Mansour Looks Beyond Pandemic to Long-Term Gains by Implementing IDeaS Revenue Solutions
IDeaS | October 28, 2020
Member of Leading Hotels of the World selects IDeaS G3 RMS solution as part of business development strategy LONDON—Oct. 28, 2020—Morocco’s boutique luxury hotel, Royal Mansour, owned by King Mohamed VI, selected IDeaS over several competitors as part of its business strategy. With plans to implement IDeaS G3 Revenue Management System (RMS) in five hotels throughout 2021 and 2022, the Mansour Group looks beyond the pandemic to further its long-term gains. Centralised forecasting – With no previous RMS in place, the move from the use of spreadsheets to automation and centralised forecasting technology was at the top of the list...
Eight Considerations to Help Bring Groups Back in 2021
Larry Mogelonsky | October 21, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) There’s only so long our industry can depend on staycations, drive-to transients, workcations, hotel offices and any other localized travel trend emerging from the pandemic. Many hotels simply cannot justify their existence without a solid stream of midweek group blocks to pad topline revenues, so my hope is that the following will help you to achieve small wins in the MICE arena for 2021 in advance of a vaccine or any large-scale reopening with conventions and big events to follow. The reemergence of groups will start with those under, say, a dozen people before increasing in siz...
HSMAI Foundation to Honor Leadership During the Pandemic With Adrian Awards
The HSMAI Foundation | October 19, 2020
The Hospitality Sales and Marketing Association International (HSMAI) Foundation is proud to honor hospitality professionals and organizations who have excelled in providing exemplary leadership in uncertain times with the second-ever Talent and Leadership Development Adrian Award. The pandemic has caused significant challenges in human resources during the pandemic, with major layoffs, furloughs, and reorganization – for this reason, it is important now, more than ever, to recognize leadership under trying circumstances. “Strong leadership has been absolutely essential in 2020,” said Robert A. Gilbert, CHME, CHBA, president and CEO ...
Zoox Smart Data Continues Rapid Global Expansion With New North America Headquarters
Zoox Smart Data | October 15, 2020
International demand growing for innovative technology solution that allows customers to easily build and harness Big Data customer profiles from existing Wi-Fi networks Alpharetta, Georgia, October 15, 2020 — Zoox Smart Data (“Zoox”) is pleased to announce the expansion of its global operations with the establishment of its North America headquarters in the Atlanta metropolitan area. This move is part of a strategic global growth initiative that will allow Zoox to more effectively address the international hospitality and travel market with its established solution that provides unmatched visibility into guest preferences and behavi...
The St. Regis Cap Cana Resort & Residences Celebrates Groundbreaking in the Dominican Republic
St. Regis Hotels & Resorts | October 14, 2020
St. Regis Hotels & Resorts today celebrated the groundbreaking of The St. Regis Cap Cana Resort & Residences, expected to be the first St. Regis hotel in the Dominican Republic. Slated to open in 2023, the resort is expected to feature 200 luxurious guest rooms and suites with spectacular ocean views and 67 residences, in addition to the iconic St. Regis Butler Service, bespoke amenities and a world-class golf course designed by Jack Nicklaus. President of the Dominican Republic The Honorable Luis Abinader Corona, Executive Vice President for Pioneer Funds Yamil Isaías, President of Campagna Ricart & Associates Dino Campagna, ...
Nobody Asked Me, But… No. 238: Hotel History: The Fairmont Hotel in San Francisco
Stanley Turkel | October 13, 2020
by Stanley Turkel, CMHS Hotel History: The Fairmont Hotel, San Francisco, CA (592 rooms) The luxurious Grande Dame atop Nob Hill in San Francisco was named after U.S. Senator James Graham Fair (1834-1894) by his daughters, Theresa Fair Oelrichs and Virginia Fair Vanderbilt. When the silver king James Fair purchased the site back in the late 1800s, his interest was to build the largest mansion in the neighborhood. However, when he died in 1894, the lot was still undeveloped until 1907 when his daughters commissioned the architectural and engineering firm of Reid & Reid to design a large hotel in Italian Renaissance style. The Reid br...
GCommerce’s Performance-Based Fee Model Increases Website Production by 20% for Luxury Santa Barbara Hotel
GCommerce | October 8, 2020
Park City, UT, October 8, 2020 - GCommerce, a leading hospitality digital marketing agency, partnered with Hotel Californian, Santa Barbara's ultimate urban luxury resort destination, in order to boost the hotel's digital marketing efforts. Looking to drive increased revenue through its website, the property took advantage of GCommerce’s Performance-Based Fee Model, which provided access to GCommerce's full suite of digital marketing services for a nominal commission on direct bookings. Linked through Preferred Hotels & Resorts Alliance Partner program, the two launched their partnership in January 2020, and despite the effects of ...
Tapping Into the Next Normal of the Remote Workforce
Larry Mogelonsky | October 7, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) With no clear end to the COVID-19 craziness, many companies are considering permanent work-from-home policies. While this may be troubling news for commercial real estate owners, there is an opportunity for hotels to capitalize upon this post-pandemic trend. While there are some very strong benefits to this new way of life – such as saving time on commuting, more flexible work schedules and fewer Starbucks runs draining the wallet – a few stark drawbacks are starting to make themselves known. Namely, people can get somewhat stir-crazy from being isolated. We are social animals, ...
Paramount Lodging Advisors (PLA) Leads the Sale of the Hampton Inn Houston NW
Paramount Lodging Advisors | October 7, 2020
Paramount Lodging Advisors (PLA) is pleased to announce the sale of the Hampton Inn NW (Subject) located in Houston, TX. PLA was exclusively engaged to represent the seller in the transaction of the 62-room property. The marketing efforts were led by Managing Director Kami Burnette, Senior Associate Subu Thiagarajan and Associate Mason McDavid. The Houston hotel is located in the northwest Houston MSA and ideally situated at the intersection of US Route 290 and TX State Highway 6. The Buyer plans to renovate and maintain the Subject as a Hampton Inn for the remainder of the term. “There has been much discussion over the near-term...
Interior Design for Safe and Aesthetically Pleasing Hotel Spaces
Larry Mogelonsky | September 30, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) All the structural upgrades to your hotel are probably unsightly, but you put them in place because you had to in order to protect your guests. Still, with COVID-19 here to stay, it’s time to look at how to combine safety with interior design features that are pleasing to the eyes. Now that autumn and winter are here, hideous lobbies or other indoor spaces can mean decreased F&B revenues and lower overall guest satisfaction as all visitors won’t feel warm and cozy amidst so much gaudy viral safety mania. You don’t want your lobby bar or restaurants to look abandoned as a r...
Paramount Lodging Advisors Successfully Transacts the Spanish Garden Inn Santa Barbara
Paramount Lodging Advisors | September 30, 2020
Santa Barbara, CA - Paramount Lodging Advisors (PLA) has successfully executed on the sale of the Spanish Garden Inn. The Spanish Garden Inn is an award-winning luxury boutique hotel located within walking distance to many of Santa Barbara’s renowned cultural centers and restaurants. The hotel's 24 luxuriously-appointed guestrooms and suites are spread throughout 5 buildings surrounding a central courtyard with fountain and lush gardens. Scott Griemsmann, Eric Gunderson and Subu Thiagarajan represented the Seller in the transaction. “In spite of the challenges surrounding Covid-19, this asset generated tremendous interest which is a...
AC Hotel Washington, DC Convention Center Set for October Opening
AC Hotels by Marriott | September 23, 2020
Washington, D.C. (September 23, 2020) — AC Hotel Washington, DC Convention Center, the third AC Hotels by Marriott to open in the capital region, offers the brand’s intuitive and timeless European-inspired travel experience to guests beginning October 5, 2020. Conveniently situated in the heart of DC’s bustling Mount Vernon Triangle neighborhood, this architecturally stunning hotel is located at 601 K St. NW, just steps from the Walter E. Washington Convention Center and just a few blocks from both CityCenterDC and Capital One Arena. Built by DC-based Douglas Development, the hotel aims to interpret the AC brand’s spirit in a ...
Luxury Resort in Hawaii, Prince Waikiki, Selects Cendyn
Cendyn | September 17, 2020
Prince Waikiki selects Cendyn's Revenue Cloud products to power revenue management and business intelligence at their resort Boca Raton, FL, United States – September 17, 2020 – Cendyn, the leading innovator in CRM, sales, and revenue strategy for the hospitality industry, announces Prince Waikiki has selected rainmaker and revintel to power revenue management and business intelligence for their premier resort in Hawaii. Located in Honolulu’s heart, Prince Waikiki features 563 guest rooms, 33 luxury suites, top-rated restaurants, and nearly 20,000 sq. ft. of event space on Ala Wai Yacht Harbor. Choosing Cendyn as their revenue mana...
Top 5 Things You Need to Know Now in Hotel Digital Marketing: September Edition
Margaret Mastrogiacomo | September 16, 2020
By Margaret Mastrogiacomo As the holiday season swiftly approaches, it’s important to keep a pulse on the evolving digital landscape to keep your digital strategy ahead of the curve. This month, Microsoft Ads expands LinkedIn targeting availability, Connected TV advertising continues to grow, and mixing realism with illustration is a design trend that arrives just in time for the holidays. From Search to Social Media and Design, here are the top 5 things you need to know now in hotel digital marketing. 1. Search: Microsoft Advertising expands LinkedIn profile targeting to more countries. Microsoft first opened LinkedIn Profile data ...
This Is Why You Keep Your Restaurant’s Signature Dish
Larry Mogelonsky | September 16, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Chefs are creative individuals and I’m continually blown away by what these professionals can do when challenged to explore their passion. But a restaurant needs some marketing sensibility if it going to thrive, especially in a hotel or urban capacity where there are numerous other independent and more agile operations to compete with. While some executive chefs are themselves tremendous impresarios or, dare I say, celebrity chefs, many others need to be reined in so that the menus are in stride with what the market wants and so that they fit with the dining outlet’s theme for a...
Reputation Management for the Post-Covid Hotel
Larry Mogelonsky | September 9, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) How has reputation management for hotel brands evolved in the wake of the pandemic? Do travelers rely more or less on third-party reviews? Have their top criteria for judging a property changed? Can we attribute a specific dollar amount for how much a good or bad review will cost an organization? These are some of the questions I ask myself when confronting this relatively new field. So that we’re all on the same page, when we refer to reputation management we are discussing the capacity of user-generated content (UGC) stemming from a guest’s experience to alter another customer...
Paramount Lodging Advisors (PLA) Leads the Successful Sale of the Houston Area Candlewood Suites
Paramount Lodging Advisors | September 9, 2020
Paramount Lodging Advisors (PLA) is pleased to announce the sale of the Candlewood Suites in Kingwood, TX. PLA was exclusively engaged to represent the seller in the transaction of the 73-room property. The marketing efforts were led by Managing Director Kami Burnette and Associate Mason McDavid. The 77-room property is in the heart of Kingwood and is ideally located near the Kingwood Medical District. Future plans include converting the property to an Extended Stay America branded hotel. “This is an unprecedented environment with numerous headwinds including COVID-related travel restrictions and frozen capital markets. We are excit...
Nobody Asked Me, But… No. 236: Hotel History: The Hermitage Hotel
Stanley Turkel | September 2, 2020
by Stanley Turkel, CMHS Hotel History: Hermitage Hotel, Nashville, Tennessee (122 rooms) Historic Hotels of America is proud to announce that the Hermitage Hotel in Nashville, Tennessee has been selected as the 2020 Historic Hotel of the Year. “Congratulations to the ownership, leadership, and many associates at The Hermitage Hotel,” said Lawrence Horwitz, Executive Vice President, Historic Hotels of America and Historic Hotels Worldwide. “We are delighted to recognize this magnificent historic hotel and its historic hoteliers for their dedication, enthusiasm, stewardship, and leadership in preserving this iconic treasure and i...
The St. Joe Company Bringing New Hotel and Restaurant to Panama City’s Downtown Waterfront District
The St. Joe Company | August 28, 2020
PANAMA CITY BEACH, Fla. - The St. Joe Company (NYSE: JOE) (“St. Joe”) and the City of Panama City, Florida (“the City”) execute a long-term land lease to bring a new hotel and restaurant to Panama City’s downtown waterfront district. Under the terms of the lease St. Joe will lease a City-owned parcel to develop, construct and operate a waterfront hotel and standalone restaurant on a portion of the Panama City Marina property fronting beautiful St. Andrews Bay, which has a deep water channel to the Gulf of Mexico. This agreement comes after nearly two years of planning, discussions and public meetings between St. Joe, the City an...
Hotel Carmichael, an Autograph Collection Hotel Opens in Carmel, Indiana
Hotel Carmichael | August 27, 2020
Carmel, IN – August 27, 2020 – Hotel Carmichael has officially opened its doors joining Autograph Collection. The 122-room, six-story luxurious hotel located at 1 Carmichael Square, is owned by CCC Boutique Hotel, LLC and managed by Coury Hospitality of Kansas City, Missouri. Situated next to The Palladium, one of the greatest concert halls of its time and along the Monon Trail, the downtown Carmel hotel offers guests convenient access to Midtown Plaza, the Center for Performing Arts, Clay Terrace, Peace Water Winery and Sugar Creek Vineyard & Winery. Whether traveling for business or pleasure, the stunning hotel is just a short dr...
