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
Nicolas Mazier Named Executive Chef for Thesis Hotel
THesis Hotel | January 22, 2024
The Seasoned and Locally Renowned Culinarian Will Bring Diverse and Creative Food and Beverage Offerings to South Florida’s Famed Culinary Destination Hotel MIAMI, FL (January 22, 2024) – THesis Hotel, a lifestyle hotel in Coral Gables known for its chef-driven culinary concepts and experiential activations, has appointed Chef Nicolas Mazier as its new executive chef. Mazier is an accomplished chef with more than two decades of industry experience and a fervent passion for authentic global cuisine. As mentioned in the New York Times’ “36 Hours in Miami,” THesis Hotel is home to Mamey, the hotel’s signature restaurant know...
Thompson Seattle Welcomes Sonja Chase as General Manager
Thompson Seattle | January 22, 2024
Esteemed Hospitality Leader Continues Her Thompson Legacy in Pacific Northwest SEATTLE, WASH. (January 22, 2024) – Thompson Seattle is pleased to announce the appointment of Sonja Chase as General Manager. Drawing upon more than 15 years of hospitality experience, Chase will bring innovative ideas and a passion for the Thompson Brand to her role overseeing all operations of the award-winning luxury lifestyle property, located in the heart of downtown Seattle. “It’s our pleasure to welcome Sonja Chase to Thompson Seattle in this new role of General Manager,” said Douglas Howe, Co-Owner, Thompson Seattle. “Under her leadership, ...
AHLA Announces Global Technology 100 to Lead the Future of Hospitality Tech
AHLA | January 22, 2024
WASHINGTON (Jan. 22, 2024) – Today, the American Hotel & Lodging Association (AHLA) announced the launch of the Global Technology 100 (T100), a group of the world’s best and brightest hospitality technology leaders that will advise the hotel industry on leveraging the latest technology to better serve guests and maximize profitability. T100 replaces three advisory groups within AHLA – HTNG’s Executive Leadership Group, Vendor Advisory Council, and the Industry Advisors. By bringing these groups together under the T100 banner, members can collaborate more closely and reach decisions more quickly. T100 will ensure AHLA stays on t...
U.S. Hotel Construction Pipeline Hits All-Time Record High Project Counts at Q4 Close
Lodging Econometrics | January 22, 2024
January 22, 2024 – PORTSMOUTH, NH According to the 2023 year-end U.S. Construction Pipeline Trend Report from Lodging Econometrics (LE), the pipeline stands at 5,964 projects/693,963 rooms. The pipeline hit record project counts at Q4, with the addition of 260 projects and 21,287 rooms over last quarter, and a 9% increase by projects and a 7% increase by rooms year-over-year (YOY). The previous project count high was Q2 2008 with 5,883 projects. At the close of 2023’s fourth quarter, there are 1,118 projects/141,768 rooms under construction, up 11% by projects and 5% by rooms YOY. Projects scheduled to start within the next 12 month...
Mark Hoplamazian, Hyatt President and Chief Executive Officer, To Receive AHLA/ALIS’s Arne Sorenson Social Impact Leadership Award
AHLA | January 22, 2024
LOS ANGELES (January 22, 2024) – The American Hotel & Lodging Association (AHLA), the AHLA Foundation, and The BHN Group/Northstar Travel Group today announced that Mark Hoplamazian, President and Chief Executive Officer, Hyatt, will be awarded the Arne Sorenson Social Impact Leadership Award. Hoplamazian will be recognized during the AHLA Foundation’s fundraising gala, Night of a Thousand Stars on Sunday, January 21, as well as during the 23rd annual Americas Lodging Investment Summit (ALIS) on Tuesday, January 23. "Mark’s tenure at the helm of Hyatt is not just inspiring, it's a testament to his remarkable leadership and aptitu...
Beekeeper Study Finds Nearly 50% of Frontline Workers Changed Jobs in 2023
Beekeeper | January 22, 2024
Leading frontline success experts find a growing disconnect between frontline workers and managers; charts a path forward for struggling businesses SAN FRANCISCO & ZURICH--Beekeeper, provider of the leading frontline success system, today released its 2024 Frontline Workforce Pulse Report. The report surveyed 8,000 individuals to explore trends for frontline industries and details several ways frontline businesses can improve the employee experience amid high inflation and increased rates of attrition. The report suggests a growing disconnect between frontline workers and management, leading to increased disengagement among front...
Sandpiper Hospitality Hires Two New Executives
Sandpiper Hospitality | January 18, 2024
Richmond, Va. – (Jan. 18, 2024) – Sandpiper Hospitality – a Virginia-based hotel management company with vast expertise in the extended-stay segment – has hired two new senior executives. Amy Howland is now serving as Senior Vice President of Operations at Sandpiper Hospitality and Tiffany Lewis is the Vice President of Sales & Marketing. Howland joins Sandpiper Hospitality from the Shaner Hotel Group, where she served as a Regional Vice President of Operations. A multi-brand hospitality executive with more than 20 years of industry experience, Howland also held regional leadership positions with the Naples Hotel Group a...
Remington Hospitality Welcomes Jason Reader as Chief Operating Officer
Remington Hospitality | January 18, 2024
Following a year of impressive growth and expansion, the internal promotions further bolster the hotel management company’s future development plans Dallas, TX — January 18, 2024 — Remington Hospitality, a leading hotel management company, is pleased to announce two leadership promotions — Jason Reader to Chief Operating Officer and Jale Hashimi to Senior Vice President of Operations. Following a year of remarkable growth, marked by successful expansions into the Caribbean market and continued influence in the boutique hotel landscape, the company has strategically expanded its leadership team. These key appointments aim to solidify ...
U.S. Hotels Posted Record-High ADR and RevPAR in 2023
CoStar Group | January 18, 2024
WASHINGTON – 18 January 2024 – The U.S. hotel industry posted its highest average daily rate (ADR) and revenue per available room (RevPAR) on record, according to 2023 data from CoStar. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. 2023 (percentage change from 2022): Occupancy: 63.0% (+0.6%) ADR: US$155.62 (+4.3%) RevPAR: US$97.97 (+4.9%) The country’s occupancy level was its highest since 2019. Among the Top 25 Markets, New York City experienced the highest levels in each of the three key performance metrics: occupancy (+8.8% to 81.6%), ADR ...
Mark Keiser Appointed President, Development, Leading Strategic Expansion for Viceroy Hotel Group
Viceroy Hotel Group | January 18, 2024
[NEW YORK, NY] - Viceroy Hotel Group is pleased to announce the appointment of Mark Keiser as President, Development, a key position that underscores Viceroy's commitment to expanding its global footprint in luxury hotels and resorts and branded residential projects. Mark, with a distinguished background in luxury and lifestyle hotel and resort development, joins Viceroy Hotel Group following Viceroy being acquired by Principals of Highgate earlier last year. In his new capacity, Mark will spearhead Viceroy’s thoughtful growth strategy of adding impactful luxury hotels and branded residential projects, with a specific focus on global gat...
Coast Hotels Expands Presence in the Yukon Territory with Two New Franchise Properties in Dawson City
Coast Hotels | January 18, 2024
Coast Hotels Expands Presence in the Yukon Territory with Two New Franchise Properties in Dawson City: Eldorado, a Coast Hotel, and Midnight Sun, a Coast Hotel Vancouver, B.C. – January 18th, 2024 – Coast Hotels Limited, a fully owned subsidiary of APA Hotel Canada, Inc. and one of North America’s fastest-growing and one of Canada’s largest hotel brands, is pleased to announce the addition of two new franchise properties in historic and vibrant downtown Dawson City, Yukon. The introduction of Eldorado, a Coast Hotel, and Midnight Sun, a Coast Hotel, marks a significant milestone in Coast Hotels commitment to providing exceptional...
Planning Phases of U.S. Hotel Pipeline Reflect Confidence in Travel
CoStar Group | January 18, 2024
WASHINGTON – 18 January 2024 – Activity in the planning phases of the U.S. hotel pipeline remain up, while rooms in construction decreased after two months of gains, according to CoStar’s December 2023 data. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. U.S. Hotel Pipeline December 2023 (percentage change from December 2022) In construction: 152,114 rooms (-4.5%) Final Planning: 255,039 rooms (+19.7%) Planning: 318,597 rooms (+32.7%) “The number of rooms in construction fell in December following a nearly 7% increase in October that held steady...
Highgate Assumes Management of The Joule in Dallas and Le Meridien Central Park in New York City
Highgate | January 18, 2024
The Joule, Le Meridien Central Park, The Bellevue and Amrit Ocean Resort Among Recent Additions New York, NY, January 18, 2024–– Highgate announced today that it has assumed management of the landmark Joule in Dallas and Le Meridien Central Park in New York City and will be managing the upcoming Amrit Ocean Resort in Singer Island, Monterey Beach Hotel and the redevelopment of the Bellevue Hotel Philadelphia, which will all open in 2024. With Highgate’s proven track record operating a diverse portfolio of legacy brands and independent hotels and resorts, the Company is actively bringing its 30+ years of hospitality leadership to ...
SH Hotels & Resorts Embarks on a Major Global Expansion
SH Hotels & Resorts | January 18, 2024
The Groundbreaking Hospitality Company Behind 1 Hotels, Baccarat Hotels, and Treehouse Hotels Has More Than 30 Projects Open and in the Pipeline MIAMI, FL (January 18, 2024) - Reinforcing its position as a leader in the purpose-driven luxury and lifestyle hotel segment, SH Hotels & Resorts—founded by hospitality visionary Barry Sternlicht—is embarking on a significant worldwide expansion of its portfolio across four continents and 13 countries and territories. With more than 30 hotels and branded residential projects open and in the pipeline, plus a number of deals in the LOI stage, SH Hotels & Resorts is shaping the future of...
“We Deliver Amazing Customer Service”: The Difference Between Perception and Reality / Shep Hyken
Shep Hyken | January 18, 2024
This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe. It’s what our customers say. Often, there is a big difference between our perception and the reality of our customers’ experiences. Some may be saying, “Shep, you’ve covered this before.” Yes, however, it is worth covering again, espec...
December 2023 International Air Passenger Travel to and from the United States
APIS/I-92 Program | January 18, 2024
Air Passenger Enplanements Up 15.4% Year Over Year in December 2023 Air Passenger Travel Between the United States and Europe Up 9.9% in December 2023 Data recently released by the National Travel and Tourism Office (NTTO) show that in December 2023: U.S.-international air traffic passenger enplanements1 totaled: 21.630 million in December 2023, up 15.4% compared to December 2022, with enplanements reaching 102.5% of pre-pandemic December 2019 volume. Originating Non-Stop Air Travel in December 2023 Non-U.S. citizen air passenger arrivals to the United States from foreign countries totaled: 5.201 million in D...
Has the ‘New’ Service Culture Become the ‘No’ Service Culture?
Alan Young | January 18, 2024
By Alan Young In my hometown of Barrie, Ontario, I spent some time chatting with some of the GMs of the hotels within our city limits. Most hotels in Barrie are what we would call “limited service”, however, some do offer more than others when it comes to amenities. I asked each GM what type of true service training each employee receives. Their answers were hit-and-miss. Some offer in-house training, and others offer the brand standard training, but very few of them truly offer service training. Also, due to the increasing turnover of staff, it is difficult to indoctrinate employees fully in a hotel’s service culture. The industry g...
Moxy Hotels Debuts in Canada with the Opening of the Moxy Halifax Downtown
Moxy Hotels | January 18, 2024
HALIFAX, NS (January 18, 2024) – Today, JONO Developments Ltd. (“JONO”) and Hotel Equities (“HE”) announced the official opening of Moxy Halifax Downtown. The 160-room hotel, owned by JONO and operated by Hotel Equities, is the first Moxy hotel to open in Canada. Moxy Hotels is part of Marriott Bonvoy, Marriott International’s portfolio of over 30 extraordinary brands, award-winning travel program, and endless experiences. Moxy Halifax Downtown brings a stylish and playful hotel experience to the heart of downtown Halifax, where guests can enjoy an unparalleled atmosphere of modern fun, complete with captivating architecture, ...
Marriott International and Aimbridge Hospitality Collaborate to Develop Three Hotels In Mexico
Marriott International | January 18, 2024
The companies are delighted to boost tourism in the Mexican market with the signing of three exclusive hotels under the Aloft Hotels and Sheraton Hotels & Resorts brands in Guadalajara, as well as Delta Hotels & Resorts in Puebla. Mexico City, January 18, 2023 – Marriott International announced today the expansion into important markets in Mexico with the signing of three agreements to bring the Aloft Hotels and Sheraton Hotels & Resorts brands to Guadalajara and Delta Hotels & Resorts to Puebla. With these agreements, the company reinforces its commitment to a strategic expansion in high-growth markets in Mexico, with a g...
Accor Opens Mercure Baku City in Azerbaijan
Mercure | January 18, 2024
FEATURING LOCALLY INSPIRED INTERIORS, MERCURE BAKU CITY OFFERS A COMFORTABLE STAY IN THE HEART OF THE CITY OF WINDS BAKU, 18 JANUARY 2024 - Accor, a world leading hospitality group, announces today the opening of the first Mercure in Azerbaijan. Located in the capital’s city center, Mercure Baku City introduces guests to the country's rich cultural heritage with its "Locally Inspired" brand philosophy. “This important opening further strengthens Accor’s foothold in Azerbaijan and is testament to our ambition to continue to expand in the South Caucasus region, an exciting destination with huge potential for leisure and business trave...
Ennismore Opens SO/ Maldives in the South Asian Archipelago
Ennismore | January 18, 2024
Nestled in an idyllic archipelago overlooking Emboodhoo Lagoon, this new all-villa destination is just a short boat trip from Malé International airport (Maldives) January 18, 2024 - Reinventing the luxury island getaway, SO/, the coveted collection of fashion-forward hotels from Ennismore, unveils trend-setting and avant-garde living in the Maldives with the opening of its latest address, SO/ Maldives – a vibrant private-island destination rooted in fashion, art and design. A swift, 15-minute speedboat transfer from Malé Velana International Airport is all it takes for guests to be whisked away to SO/ Maldives’ luxurious, 1...
Singapore’s Marina Bay Sands Invests Additional US$750 Million in Next Phase of Hotel Transformation
Marina Bay Sands Pte Ltd | January 18, 2024
Singapore (18 January 2024) – As 2024 unfolds, Marina Bay Sands has launched the second phase of its significant reinvestment programme, committing to the iconic integrated resort’s (IR) development as a world-class tourism destination and ensuring that it remains a unique, exhilarating experience for local and international visitors and meaningfully enhances the tourism appeal of Singapore in the decades ahead. Estimated at US$750 million, the second phase of transformation will focus on Tower 3, the Hotel Lobby and Sands SkyPark. It will include a reimagined VIP arrival experience, new premium dining and retail offerings, a lobby tra...
Marriott International, Concord Hospitality and Whitman Peterson Celebrate Groundbreaking of First StudioRes Property in Fort Myers, Florida
Marriott International | January 18, 2024
Ceremony marks milestone for Marriott’s new affordable midscale extended stay brand in U.S. and Canada Today, Marriott International, Inc. (NYSE: MAR) celebrated the groundbreaking of its inaugural StudioRes brand hotel, as Concord Hospitality began construction of its first property in Fort Myers, Florida. Announced in June 2023, the StudioRes brand is Marriott’s new affordable midscale extended stay brand in the U.S. & Canada. The StudioRes property in Fort Myers is projected to open in Spring 2025 and is being developed by Concord Hospitality with its long-time partner Whitman Peterson. Concord expects to develop around 50 Stu...
Jonas Chorum Welcomes Adam Wilson as New General Manager
Jonas Chorum | January 18, 2024
Jonas Chorum is excited to announce that we have hired Adam Wilson as General Manager to oversee our business operations and enhance our customer-centric focus to software development. Adam brings extensive experience heading customer-oriented companies and teams. He previously served in several roles leading Customer Success at enterprise technology companies across a variety of industries. In these previous roles, he developed a proven track record of ensuring that customer experience led to growth across the business. “I have spent many years overseeing teams that maximize customer engagement and desired business outcomes,” says ...
