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
U.S. Hotel Results for Week Ending 10 February
CoStar Group | February 15, 2024
WASHINGTON – 15 February 2024 – U.S. hotel performance increased from the previous week, while year-over-year comparisons remained mixed, according to CoStar’s latest data through 10 February. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. 4-10 February 2024 (percentage change from comparable week in 2023): Occupancy: 56.2% (-2.7%) Average daily rate (ADR): US$160.96 (+6.8%) Revenue per available room (RevPAR): US$90.40 (+3.9%) Among the Top 25 Markets, Oahu Island saw the largest increase in occupancy (+8.0% to 82.9%). In its Super Bowl host...
Coldplay Concerts Drove Singapore Hotel Performance in January, Taylor Swift Up Next in March
CoStar Group | February 15, 2024
WASHINGTON – 15 February 2024 – Helped by Coldplay’s World of the Spheres Tour, Singapore hotels saw healthy performance growth, according to preliminary January data from CoStar. CoStar is a leading provider of online real estate marketplaces, information, and analytics in the property markets. January 2024 (year-over-year % change): Occupancy: 72.8% (+9.6%) Average daily rate (ADR): SGD334.46 (+3.3%) Revenue per available room (RevPAR): SGD243.55 (+13.2%) Singapore posted its highest daily occupancy levels toward the end of the month, helped by six Coldplay performances that took place between 23-31 January. The ma...
Ford Versus Ferrari: A Lesson in Customer Experience
Shep Hyken | February 15, 2024
By Shep Hyken Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point: Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more! Both guys live in the same neighborhood. They both drive downtown to work. They use their cars for the same reason: daily transportation. Both vehicles go back and forth to work without any problems. And because of the speed limit, both take about the same amount of time to do so. And both dealerships – Ford and Ferrari – provide...
Medallia Research Finds 61% of Consumers Are Willing to Spend More for Personalized Experiences, But Only 25% of Experiences Are Highly Personalized
Medallia | February 15, 2024
In hospitality and retail, consumers say the least personalized parts of their experiences are during their stay and while in store, providing key opportunity for brands PLEASANTON, Calif.--Medallia, Inc., the global leader in customer and employee experience, today announced the findings of its new research report, Understanding Personalization Efforts in the Hotel and Retail Industries. In a research study of 1,749 hotel guests and 1,905 retail consumers, Medallia found a strong link between personalization and overall satisfaction, validating earlier research that showed 61% of consumers are willing to spend more with companies if...
Employee Engagement: The Method Behind Hospitality Success
EHL Insights | February 15, 2024
Imagine a luxury hotel where front desk staff greet you warmly, housekeepers meticulously prepare your room, and servers delight you with their attentive service. Now imagine the opposite: a hotel where staff seem unhappy in their roles and indifferent to your needs. The contrast is stark, and it underscores a fundamental truth about hospitality – employee engagement and customer experience are powerfully intertwined. At its core, hospitality is a people business. From check-in to check-out, guests rely on staff to deliver service excellence and shape their perception of a hotel or brand. In this article, we’ll explore the vital connec...
Bakersfield’s Vibrant Growth & Developments Ahead
Aidan Martin | February 15, 2024
By Aidan Martin The $600-million Hard Rock Hotel & Casino Tejon project, which broke ground on December 14, 2023, promises to inject vitality into the Bakersfield suburb of Mettler. Phase I encompasses 150,000 square feet of gaming space, multiple dining options, and a 2,800-seat event venue. Phase II will include a 400-room hotel and additional dining and entertainment amenities. Phase I is slated to open in October 2025, with Phase II following 20 months later. Though situated 30 minutes from Bakersfield, this project is poised to become a prominent leisure demand generator for the region. In October 2023, plans were approved to...
The Point in Saranac Lake, New York, Appoints Kristopher White as General Manager
The Point | February 15, 2024
February 15, 2024 (Saranac Lake, New York) – The Point in the Adirondacks of Upstate New York has announced the appointment of Kris White as General Manager. Mining nearly two decades of hospitality management experience as well as a lifelong love of the mountainous region surrounding the property, White oversees all operations at the waterfront resort in Saranac Lake, including marketing, food & beverage, rooms, and guest experiences, as well as developing and maintaining rewarding relationships with new and returning guests, many of whom have been vacationing at the property for years. At The Point, White sees maintaining the le...
Uncommon Hospitality Appoints Bethany Wade as General Manager for Soon-to-Open Longfellow Hotel
Uncommon Hospitality | February 15, 2024
The boutique property in Portland, Maine bolsters its executive leadership team with the White Barn Inn alum as it readies for a Spring 2024 opening Portland, Maine (February 15, 2024) – Longfellow Hotel, a brand-new, 48-room boutique hotel from Maine-based, family-owned hospitality group Uncommon Hospitality, today announced the appointment of Bethany Wade as general manager. Wade will play an integral role in launching the exciting West End project, spearheading hotel operations, guest services, and community outreach to cement The Longfellow’s legacy as a Portland hospitality icon. Wade is a multifaceted hotelier with deep-rooted ...
HSMAI Celebrates 67th Annual Adrian Awards
HSMAI | February 15, 2024
McLean, VA (Feb. 15, 2024) – The Hospitality Sales and Marketing Association International (HSMAI) honored travel marketing excellence at the Adrian Awards Celebration on Tuesday, February 13, at the New York Marriott Marquis in New York, NY with more than 500 industry and agency executives in attendance. This year, the 67th annual competition focused on WanderLOVE, highlighting the most creative and successful campaigns that spark a love for travel and ignite a desire for exploration, and celebrated the people behind the work. “We had over 800 entries for this year’s competition showcasing the most creative and impactful PR, market...
CBRE Hotels Expects RevPAR Growth in 2024 Fueled by Higher Rates and Stronger Demand
CBRE Group, Inc. | February 15, 2024
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Lodging Interactive Announces 2023 Hotel Christmas Tree Competition Winner
Lodging Interactive | February 15, 2024
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Jill Wilder Appointed President at Aptech to Lead New Market Growth Initiatives
Aptech | February 15, 2024
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Springer-Miller Systems Prioritizes Client Services as They Look Toward the Future
Spring-Miller Systems | February 15, 2024
Springer-Miller Systems (SMS) has been a leading software provider in the hospitality industry for over 30 years. SMS continues to look toward the future in a recent restructuring. Client service remains a priority, and to ensure their clients receive the service they deserve, SMS doubled down on Account Management. SMS has added multiple new roles across their Account Management team creating an ability to narrow their focus and provide “white-glove” services to every customer. Account Managers will now engage customers around every aspect of their business, including but not limited to product needs / recommendations, support escalat...
Thompson Houston Debuts in the City’s Historic Fourth Ward
Thompson Houston | February 14, 2024
Marking the Thompson Hotels brand’s fourth property in Texas, the highly anticipated luxury lifestyle hotel is now open and welcoming guests to Houston’s historic Fourth Ward CHICAGO (February 14, 2024) – Hyatt Hotels Corporation (NYSE: H) announced today the opening of Thompson Houston, Houston’s newest luxury lifestyle hotel offering a distinctive guest experience that celebrates the individuality of Space City overlooking the verdant Buffalo Bayou Park. Set against the backdrop of rare unobstructed views of downtown Houston’s skyline, the hotel captures the vibrancy of the city with an unapologetically stylish design signat...
Hyatt to Expand All-Inclusive Portfolio in Mexico With Plans for First Breathless Resort & Spa Branded Property in Puerto Vallarta
Hyatt Hotels Corporation | February 14, 2024
Breathless Puerto Vallarta Resort & Spa will mark the first Breathless Resort & Spa in Puerto Vallarta, and fourth Breathless Resort & Spa branded property in Mexico, further strengthening the Inclusive Collection’s presence in the region CHICAGO (February 14, 2024) – Hyatt Hotels Corporation (NYSE: H) in collaboration with Grupo Hotelero Santa Fe, S.A.B. de C.V., announce that their affiliates have entered into an agreement to expand Hyatt’s Inclusive Collection portfolio in Mexico with plans for a Breathless Resort & Spa branded property to open next year in Puerto Vallarta. Breathless Puerto Vallarta Resort &...
Dorchester Collection Names Christoph Moje as General Manager of Los Angeles’ Hotel Bel-Air
Dorchester Collection | February 14, 2024
London, February 14, 2024 – Dorchester Collection has announced the appointment of Christoph Moje as general manager of Los Angeles’ Hotel Bel-Air, effective from February 10, 2024. With almost 30 years’ experience in luxury hotels across America, Christoph re-joined Dorchester Collection seven years ago as hotel manager for sister property, The Beverly Hills Hotel. In 2021, he made the transition across to Hotel Bel-Air as hotel manager and he will now take on the role of general manager. Christoph’s previous roles include numerous managerial positions within hotel groups, including The Ritz-Carlton Hotel Company and the Langham Ho...
HRI Hospitality Set to Open Tempo by Hilton Nashville Downtown
Tempo by Hilton | February 14, 2024
NASHVILLE – (February 14, 2024) – HRI Hospitality (“HRI”) and Hilton (NYSE: HLT) announced today the upcoming opening of the 306-room Tempo by Hilton Nashville Downtown, the second property nationally to open from Hilton’s new stylish and contemporary lifestyle brand designed for the rhythm of life. The property will open its doors this Thursday, February 15. Developed and owned by HRI Hospitality and operated by HRI’s operating company, HRI Lodging, Tempo by Hilton Nashville Downtown is located in the heart of downtown Nashville, just half a block from Broadway and steps from shops, restaurants, and entertainment. It offer...
Extended Stay America Announces First Select Suites Groundbreaking
Extended Stay America | February 14, 2024
CHARLOTTE, NC, February 14, 2024 — Extended Stay America, the leading mid-priced extended-stay hotel brand, announces the groundbreaking of the first new construction Extended Stay America Select Suites prototype in Wildwood, Florida. The franchised property is being developed by Southern Hospitality. “As the extended stay segment leader, we are excited to unveil the Extended Stay America Select Suites prototype as we begin construction on the first property,” said Mark Williams, Managing Director, Franchise Development, Extended Stay America. “The new construction prototype represents the next phase in the strategic growth of our ec...
Palace Hotel Appoints David Teig as Executive Chef
The Luxury Collection® Hotels & Resorts | February 14, 2024
SAN FRANCISCO (February 14, 2024) – San Francisco’s historic Palace Hotel, a member of Marriott International’s Luxury Collection, is pleased to announce the appointment of David Teig as executive chef. With more than 25 years of experience in the hospitality industry, Teig is an accomplished culinary leader with a dedication to sustainable, local cuisine. He will be responsible for all food and beverage operations at the landmark hotel, including the legendary Pied Piper restaurant and bar, The Garden Court Restaurant under the hotel’s famed 110-year-old glass dome, in-room dining, and private catering events. “Palace Hotel prou...
Grace Bay Resorts Welcomes Carol Maldonado as Cluster Director of Sales
Grace Bay Resorts | February 14, 2024
Award-Winning Caribbean Resort Operator Taps Luxury Hospitality Sales Veteran to Lead Business Development PROVIDENCIALES, Turks and Caicos Islands (February 14, 2024) – Grace Bay Resorts, the boutique developer and operator of the finest luxury resorts and branded residences in Turks and Caicos, today announces the appointment of Carol Maldonado as the new Cluster Director of Sales. In her new role, Maldonado will oversee the sales team across the entire Grace Bay Resorts portfolio including Grace Bay Club, Point Grace, West Bay Club, Private Villa Collection, Rock House, and our new opening May 1, South Bank, bringing her extensive e...
Marcus Hotels and Resorts, Hempel Real Estate and Robinson Park Investments Form Joint Venture to Acquire Loews Minneapolis Hotel
Marcus Hotels & Resorts | February 14, 2024
MILWAUKEE--Marcus® Hotels & Resorts, a nationally recognized owner and management company and division of The Marcus Corporation (NYSE: MCS), announced today that it along with Hempel Real Estate and Robinson Park Investments have reached an agreement to jointly acquire the Loews Minneapolis Hotel. The terms of the agreement were not disclosed and are subject to the satisfaction of certain standard closing conditions. Upon closing, Marcus Hotels & Resorts will assume management of the hotel, which will be rebranded under another major global hotel system. “The agreement to purchase the Loews Minneapolis Hotel is consistent wi...
StudentUniverse Releases Their Annual State of Student Travel Report Revealing Key Trends Amongst Gen Z Travelers
StudentUniverse | February 14, 2024
This Year StudentUniverse Delves into the Importance of Traveling for One’s Mental Well-Being, the Impact of AI, Top Destinations for 2024, Embracing Sustainability, and Inspirational Travel Platforms Waltham, Mass. (February 14, 2024) – StudentUniverse, a Flight Centre Travel Group company and the world’s largest student and youth travel marketplace, today released its annual The State of Student & Youth Travel Report delving into the latest travel sentiments amongst those aged 18-25. The report reveals some interesting trends amongst Gen Z travelers including a preference for taking “dry vacations” and a concern for the...
China’s Hotel Construction Pipeline Ends 2023 With Record-Breaking Project and Room Counts
Lodging Econometrics (LE) | February 14, 2024
February 14, 2024 – PORTSMOUTH, NH – According to the latest China Construction Pipeline Trend Report from Lodging Econometrics (LE), China's total hotel construction pipeline reached a new all-time high by projects for the second quarter in a row at Q4 2023. With a 6% year-over-year (YOY) increase in projects and a 2% YOY increase in rooms, the country’s total pipeline ended the year at 3,788 projects with 691,772 rooms. Projects currently under construction encompasses an impressive 2,644 projects/473,921 rooms, reflecting a 1% increase by projects YOY, while projects scheduled to start construction in the next 12 months are up 4% ...
Data-Driven Hospitality Success: Empowering Decisions & Guest Experiences
Priya Rajamani | February 14, 2024
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