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
Early Career SHM Alumni Pay It Forward
PENN STATE’S SCHOOL OF HOSPITALITY MANAGEMENT | February 14, 2024
Recent SHM alumni have provided their alma mater with new student support options UNIVERSITY PARK, PA – The School of Hospitality Management (SHM) in Penn State’s College of Health and Human Development (HHD) has received a series of gifts from recent alumni, bolstering the support available to students. In the following months, this series will spotlight recent alumni who have decided to give back to their alma mater, supporting students following the path they helped to trailblaze. As one of the longest-running hospitality programs in the nation, SHM equips students with the technical knowledge and interpersonal skills necessary...
5 Reasons to Reevaluate Your Metasearch Marketing
GCommerce | February 14, 2024
TAs are gaining share, which means less profitable business, missed opportunities to connect with your guests, and losing out on valuable 1st party data. What can you do? Start by looking at your marketing channels that drive the most direct bookings. Metasearch is #1 and is the primary battleground to win back share from the OTAs. Start taking back your direct bookings with our playbook - 5 Reasons to Reevaluate Your Metasearch Marketing Strategies. ...
National Hotel Miami Beach Embracing Flexible Financial Management Tools to Streamline Back-Office Operations
Aptech | February 14, 2024
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The Role of USALI and Operational Benchmarking in Financial Management
Arlene Ramirez | February 13, 2024
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Rip the Band-Aid Off Communication
Shep Hyken | February 13, 2024
By Shep Hyken It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. We were talking about how to turn Moments of Misery™ into Moments of Magic™. Her story is an interesting one. Megan had boarded an easyJet flight from Madrid to London. Everyone was on the plane, and the flight was about to leave the gate when one of the passengers spotted a scorpion that quickly disappeared. I don’t know about you, but I mi...
Freed Developments Announces 5-Star Luxury Hotel and Residences Project, an $800M Skyscraper Set to Transform the Toronto Skyline
Freed Developments | February 13, 2024
New Freed Developments project will feature first-ever Freed Hotel and the first Katsuya Restaurant by Sam Nazarian's Disruptive Group by sbe in Canada Freed Hotel will feature exclusive artwork by Takashi Murakami titled "Together with the Flower Parent and Child" TORONTO, Feb. 13, 2024 - Visionary real estate developer Peter Freed of Freed Developments announces first-ever Freed Hotel and Residences tower located at Adelaide and Duncan, just west of University. This $800M skyscraper will bring both Katsuya by Sam Nazarian's Disruptive Group by sbeand artwork by renowned Japanese artist Takashi Murakami to Toronto.D...
Loews Arlington Hotel and Convention Center Opens in North Texas
Loews Hotels & Co | February 13, 2024
$550 Million Hotel Development is Loews' Second Loews Property in the Metroplex, adding 888 rooms and 266,000 square feet of function space to Arlington's Entertainment District ARLINGTON, Texas, Feb. 13, 2024 -- Loews Hotels & Co, a wholly owned subsidiary of Loews Corporation (NYSE: L), today opens the Loews Arlington Hotel and Convention Center. The hotel is Loews' second and largest hotel in Arlington, Texas and the first-of-its-kind in the market, ushering a new era of hospitality to North Texas. Loews Arlington Hotel is a state-of-the-art, full-service meetings, events and resort destination that caters to groups of all ...
Peachtree Group Acquires Hilton Garden Inn Denver Tech Center
Peachtree Group | February 13, 2024
ATLANTA--Peachtree Group ("Peachtree") announced the acquisition of the 180-room Hilton Garden Inn Denver Tech Center in Denver, Colo. Peachtree's hospitality management team will operate the property. The seven-story hotel is ideally located in the heart of the Denver Tech Center, one of the Denver MSA's prominent employment hubs and the largest office submarket outside of the Central Business District, with 8.8 million sq ft of Class-A space. The area is situated near the intersection of Interstate 25 and Interstate 225, providing direct access to the Denver CBD and Denver International Airport. The hotel further benefits from its pro...
How Leading Hoteliers Can Put Their Tech Anxiety to Rest
Joe Vargas | February 13, 2024
By Joe Vargas Hotels are under a huge amount of pressure to digitally transform as a way to streamline operations and gain a competitive edge. Add renewed travel volumes, steep inflation, and persistent labor shortages to the mix, and hoteliers have every reason to experience elevated anxiety when it comes to their digital investments. While the “tech anxiety” phenomenon isn’t unique to hospitality, hoteliers must take note: A recent survey found that a staggering 94% of senior executives in the United States and United Kingdom report having tech anxiety. Data security, impacts on the customer experience, and adapting to disruptiv...
Embracing the Sponge Mentality: The Pathway to Leadership
Ana McFee | February 13, 2024
By Ana McFee For me, the concept of the "sponge mentality" stands out as a beacon of growth and adaptability. It is a process that embodies the metaphor of a sponge, soaking up knowledge and experiences and squeezing them out to share with others. But beyond this simple analogy, what does it truly mean to be a sponge in the context of leadership and personal growth? And how does adopting the sponge mentality contribute to one's success? The sponge mentality explained At its core, the sponge mentality is a mindset characterized by an insatiable thirst for knowledge and a genuine curiosity about the world. To embody this mentality, you m...
Kristi Cotten-Morris Joins Grand Hyatt Atlanta as General Manager
Grand Hyatt | February 13, 2024
Cotten-Morris Appointed as Hotel Commences a Multi-Phased Renovation in 2024 ATLANTA (February 13, 2024) –– Grand Hyatt Atlanta Buckhead is delighted to introduce Kristi Cotten-Morris as the newly appointed General Manager. In her role, she will be entrusted with the comprehensive oversight of all hotel operations and staff training, playing a pivotal role in the multi-phase renovation scheduled for 2024. Her focus on team development aims to ensure a seamless launch, and her leadership extends beyond the initial stages, encompassing the ongoing enhancement of the hotel's offerings. Under Cotten-Morris's strategic leadership, Gran...
Four Seasons Resort and Residences Cabo San Lucas at Cabo Del Sol Appoints Miguel Baltazar as Executive Chef
Four Seasons Resort and Residences Cabo San Lucas at Cabo Del Sol | February 13, 2024
Cabo San Lucas, MX (February 13, 2024) – Four Seasons Resort and Residences Cabo San Lucas at Cabo Del Sol, opening in early 2024 on the stunning southern coast of Mexico’s Baja peninsula, is pleased to announce the appointment of Miguel Baltazar as Executive Chef. With more than a decade of culinary expertise and recognition as a national finalist in Mexico's "Chef of the Year" competition, Baltazar brings a rich tapestry of international and local experience to the resort’s diverse dining offerings. “Miguel’s extensive culinary expertise, combined with his passion for developing creatively masterful dishes, aligns with our c...
Aligned Hospitality Management Appoints Deborah Lahti as Chief Operating Officer
Aligned Hospitality Management | February 13, 2024
PHOENIX, AZ — February 13, 2024 — Aligned Hospitality Management has appointed Deborah Lahti as chief operating officer, effective immediately. Lahti will join Aligned’s corporate team to lead and manage the company’s daily business operations, working closely with department heads and supervisors to support day-to-day hotel and corporate initiatives. She will report to Bryan Tubaugh, Aligned Hospitality Management CEO. A seasoned hospitality industry professional, Lahti brings a wealth of experience and expertise to the Aligned organization. In her most recent role as the director of hotel and resort sales at Visit Phoenix, h...
Makeready Appoints Daniel Dalton as Executive Chef for The Ryder Hotel
Makeready | February 13, 2024
Chef Daniel Dalton to oversee all culinary operations including Little Palm and Frannie & The Fox Charleston, S.C., February 13, 2024 – Makeready, a hospitality company that concepts, manages and operates an independent and diverse collection of hotel, restaurant and retail brands, is pleased to announce Daniel Dalton as executive chef at Emeline and The Ryder Hotel and their onsite eateries. For Emeline, this includes Frannie & The Fox, The Den and Clerks Coffee Company, and at The Ryder Hotel this includes Little Palm, The Backyard and The Coffee Counter. Chef Daniel will also oversee in-room dining and all banquet and...
AIC Hotel Group Plans Summer 2024 Opening of AVA Resort Cancun
AVA Resort Cancun | February 13, 2024
Elevated all-inclusive concept features standout amenities like an NFT bar, sustainable lagoon, all oceanfront rooms and more – just 10 minutes from the Cancun International Airport MIAMI, FL (February 13, 2024) – AIC Hotel Group, the trailblazing hospitality brand with an extensive portfolio of world-class properties across the world’s most desirable destinations, such as Eden Roc Miami Beach and Nobu Hotel Los Cabos, today announced the launch of AVA, an elevated resort brand that establishes a new category of all-inclusive travel in the global marketplace. Featuring the luxury and customized personal service of a five-star à la ca...
Marriott International Reports Strong Fourth Quarter and Full Year 2023 Results
Marriott International, Inc. | February 13, 2024
Fourth quarter 2023 comparable systemwide constant dollar RevPAR increased 7.2 percent worldwide, 3.3 percent in the U.S. & Canada, and 17.4 percent in international markets, compared to the 2022 fourth quarter; Fourth quarter reported diluted EPS totaled $2.87, compared to reported diluted EPS of $2.12 in the year-ago quarter. Fourth quarter adjusted diluted EPS totaled $3.57, compared to fourth quarter 2022 adjusted diluted EPS of $1.96; Fourth quarter reported net income totaled $848 million, compared to reported net income of $673 million in the year-ago quarter. Fourth quarter adjusted net income totaled $1,055 million, co...
Maestro PMS All-In-One Solution Provider Unveils 2024 Tech Roadmap Featuring AI Chatbots, AI Booking Engine, Embedded Payments and More
Maestro | February 13, 2024
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Omni Scottsdale Resort & Spa at Montelucia Welcomes Kristen Mather as Spa Director
Omni Scottsdale Resort & Spa at Montelucia | February 12, 2024
SCOTTSDALE, AZ (January 12, 2024) – Omni Scottsdale Resort & Spa at Montelucia is pleased to announce the appointment of a new Spa Director for the renowned Joya Spa. With an impressive background in the spa industry, the newly appointed director will be responsible for overseeing the operational function and management of Joya Spa and the resort’s retail outlets, with a focus on enhancing guest experiences. Kristen Mather, previously Assistant Spa Director at The Phoenician Resort & Spa for nearly a decade, brings a wealth of experience to her new role. During her tenure at The Phoenician, she played an instrumental role in...
AHC Appoints Erika Brigham as the Executive Chef for The Amway Grand Plaza
AHC Hospitality | February 12, 2024
GRAND RAPIDS, MI – February 12, 2024 – The Amway Grand Plaza, Curio Collection is pleased to welcome Chef Erika Brigham as the Executive Chef of MDRD, the historic hotel’s upscale, contemporary Spanish restaurant in downtown Grand Rapids, Michigan. Brigham will spearhead MDRD’s inventive, Spanish-inspired food and beverage menus and programming to elevate the restaurant’s fine dining experience to new heights. Located on the 27th floor of the Amway Grand Plaza’s recently renovated glass tower, MDRD joined the hotel’s collection of seven diverse dining outlets in 2020, featuring lavish libations, an energetic atmosphere, and pa...
Overcoming the Huge Disconnect Between Service Mottos and What Guests Actually Experience
Doug Kennedy | February 12, 2024
By Doug Kennedy I have always been a huge fan of articles written by Alan Young, CEO of Puzzle Partner, but I was super happy to read his most recent article entitled Has the ‘New’ Service Culture Become the ‘No’ Service Culture? In this publication. I definitely suggest that my readers click and read the full article wherein Alan calls out and challenges major, iconic brands to live up to their lofty company mottos and read his pointed questions to them. His work has inspired me to write more about the disconnect between brand messaging and operational delivery, along with discussion questions for your next leadership meetin...
PwC’s Manhattan Lodging Index: Q4 2023
PwC’s Manhattan lodging index | February 12, 2024
The rate of growth in occupancy, average daily rate (“ADR”) and revenue per available room (“RevPAR”), while strong, continued to decelerate as the market moves on a path towards stabilization. Lower-priced hotels benefited from the customer's level of rate fatigue being felt in the market, with ADR growth levels for midscale properties triple that of higher-priced hotels in Q4. 2023 RevPAR experienced a year-over-year increase of 16.5 percent, with Q3 seeing an increase of 13.6 percent and Q4 being up 11.5 percent. “The Manhattan hotel market maintained an occupancy level above 80 percent in each month of the final three quarter...
What Level of Digitization Is Optimum for the Hospitality Industry?
Max Starkov | February 12, 2024
By Max Starkov Digitalization is the future of hospitality, there is no doubt about it! The old-fashion theses that only human-provided service is excellent customer service is being debunked as we speak! Whether hoteliers like it or not, the hospitality industry is moving from low-tech and high-touch to high-tech and high-touch. But what kind of high-tech and high-touch? Achieved with fewer, well-trained and well-paid employees using technology to provide stellar service. AI, mobile technologies, contactless experience, automation, robotics, IoT, blockchain, etc. can help fewer well-paid, educated and trained humans to deliver far supe...
Hilton Reports Fourth Quarter and Full Year Results
Hilton | February 12, 2024
MCLEAN, VA (February 12, 2024) - Hilton Worldwide Holdings Inc. ("Hilton," "the Company," "we," "us" or "our") (NYSE: HLT) today reported its fourth quarter and full year 2023 results. Highlights include: Diluted EPS was $0.57 for the fourth quarter and $4.33 for the full year Diluted EPS, adjusted for special items, was $1.68 for the fourth quarter and $6.21 for the full year Net income was $150 million for the fourth quarter and $1,151 million for the full year Adjusted EBITDA was $803 million for the fourth quarter and $3,089 million for the full year System-wide comparable RevPAR increased 5.7 percent and 12.6 percent, on...
Kimpton Virgilio Opens as the First Boutique Hotel From Kimpton Hotels & Resorts in Mexico City
IHG | February 12, 2024
Mexico City, February 12, 2024 - The vibrant "Polanquito" area welcomes Kimpton Virgilio, Kimpton Hotels & Restaurants' first boutique hotel in Mexico City, with a unique concept of absurdly personalized experiences and a modern and original gastronomic offer. Kimpton Virgilio is a property that delivers the perfect balance between the coziness and exclusivity of a boutique hotel and the support of IHG Hotels & Resorts. Developed by ZKC, an investment fund specializing in real estate developments in Mexico City, this hotel will be the epicenter of Polanquito for those who enjoy new adventures with a touch of sophistication and lo...
