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
Hard Rock Hotel & Casino Tejon Celebrates Topping Off of First Phase
The Tejon Indian Tribe | October 11, 2024
HARD ROCK HOTEL & CASINO TEJON, KERN COUNTY, Calif., Oct. 11, 2024 -- A "Topping Off" ceremony was held yesterday at the site of the new Hard Rock Hotel & Casino Tejon, which is scheduled to open in late 2025. The Hard Rock Hotel & Casino Tejon will be more than 700,000 square feet of which 150,000 square feet will be gaming space, featuring 3,000 of the most popular slots, 48 table games, and video poker and will be the second closest class III casino to Los Angeles, which is less than an hour away. Multiple dining options, including a signature Hard Rock Cafe and fine dining restaurant Council Oak Steaks and Seafood, a...
Auckland Hotel Booking Levels Topping 80% for Upcoming Coldplay Concerts
CoStar Group | October 11, 2024
WASHINGTON – 11 October 2024 – Auckland hotel booking levels are as high as 84% for Coldplay’s ‘Music of the Spheres’ World Tour next month, according to data from CoStar. CoStar is a leading provider of online real estate marketplaces, information, and analytics in the property markets. Over the course of October and November, Coldplay is set to perform 11 times across three markets in the region: Melbourne, Sydney, and Auckland. As of 30 September, Auckland was showing the highest levels in occupancy on the books, peaking at 84.1% for Friday, 15 November. That represents a 33.9% increase from the same time last ...
U.S. Hotel Results for Week Ending 5 October
CoStar Group | October 11, 2024
WASHINGTON – 11 October 2024 – Due to Rosh Hashana, the U.S. hotel industry reported negative year-over-year comparisons, according to CoStar’s latest data through 5 October. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. 29 September through 5 October 2024 (percentage change from comparable week in 2023): Occupancy: 65.6% (-3.4%) Average daily rate (ADR): US$156.25 (-4.4%) Revenue per available room (RevPAR): US$102.44 (-7.7%) Among the Top 25 Markets, Tampa saw the highest year-over-year increases in occupancy (+24.1% to 81.3%) and RevPAR (...
What Shall We Do When Job Seekers Cheat the AI Hiring Systems?
Linchi Kwok | October 11, 2024
AI can streamline the hiring process, but concerns linger. For example, AI could perpetuate gender or racial biases in the hiring process, just like most human HR managers could do. Meanwhile, to increase the chances of being picked by AI, job candidates must prepare resumes and job interviews tailored to AI’s “preference.” When more job candidates understand how to convince AI that they are the best candidates for the job, can AI still make valid recommendations to hire the best-fit candidate in the pool? Then, if AI makes a mix of valid and invalid recommendations for hiring, will HR managers find it more challenging to selec...
HVS Takeaways – The Lodging Conference
Luigi Major, MAI | October 11, 2024
By Luigi Major, MAI This week marked another successful and highly attended Lodging Conference. HVS was proud to sponsor and speak at the event. Our recap on the conference sentiment follows. The event was marked by cautious optimism as industry professionals assessed the current state of the U.S. hotel market. With the Federal Reserve lowering interest rates, many believe that the worst effects of rate hikes and inflation are behind us, offering hope for a rebound in hotel transactions after the significant slowdown over the last 18 months. The upcoming election and intensifying geopolitical concerns continue to somewhat balance the r...
Joseph Zuziak Named Director of Sales and Marketing for Hyatt Regency Irvine
Hyatt Regency Irvine | October 11, 2024
IRVINE, Calif. (October 11, 2024) – Hyatt Regency Irvine is pleased to announce the appointment of Joseph Zuziak as director of sales and marketing at the newly renovated property. A seasoned industry leader in the Southern California market, Zuziak brings a wealth of skills to Hyatt Regency Irvine, where he will spearhead sales, along with strategic and tactical marketing for the property. "I'm thrilled to join the team at Hyatt Regency Irvine and expand upon my work in Southern California, contributing to a property that is transforming Irvine," said Zuziak, director of sales and marketing. "I look forward to growing guest and group pro...
Fairmont Austin Welcomes New Executive Chef Gilberto Ramirez
Fairmont Austin | October 11, 2024
AUSTIN — (October 11, 2024) — Fairmont Austin has announced Gilberto Ramirez as Executive Chef of its luxury downtown hotel, the largest Fairmont property in the United States, with 1,048 guest rooms and more than 140,000 square feet of event space. As Executive Chef, Ramirez oversees the landmark hotel’s six acclaimed dining venues (Fulton, Garrison, Good Things, Revue, Room 725 and Rules & Regs) along with In-Room Dining and an extensive culinary division for premier banquets and events. Chef Ramirez originally joined Fairmont Austin in 2022 as the Executive Sous Chef of Restaurants and Banquets. During his tenure, he...
Shangri-La Singapore Welcomes New Vice President Operations and General Manager, Stephan Kapek
Shangri-La | October 11, 2024
Singapore, 11 October 2024 – Shangri-La Singapore is pleased to announce the executive appointment of Mr. Stephan Kapek as its new Vice President Operations and General Manager. Bringing over 30 years of extensive international experience in the luxury hospitality, Mr. Kapek joins the iconic flagship Shangri-La property with an outstanding track record of leadership and a deep understanding of global hospitality trends. His appointment underscores the Shangri-La Group’s unwavering commitment to delivering excellence in guest experience, innovation, and operational leadership as it strives to be the best loved hospitality group. Shangri...
Park Hyatt St. Kitts Appoints George Vlachopoulos as General Manager
Park Hyatt St. Kitts | October 11, 2024
St. Kitts, October 11, 2024— Park Hyatt St. Kitts, the premier luxury resort on St. Kitts, is pleased to announce the appointment of George Vlachopoulos as General Manager. George Vlachopoulos joins Park Hyatt St. Kitts, bringing over 20 years of experience in the hospitality industry at some of the most prestigious luxury resorts in the world. Originally from Athens, Greece, Vlachopoulos has built an impressive tenure working in eight countries across three continents, most recently serving as General Manager of Malliouhana, Auberge Resorts Collection. Prior to his time at Malliouhana, Vlachopoulos served as the Area General Manager of A...
Austin’s AT&T Hotel and Conference Center To Launch $30 Million Renovation
AT&T Hotel and Conference Center | October 10, 2024
Austin, TX, Oct 10 – The AT&T Hotel and Conference Center, located in the heart of Austin, is excited to announce a comprehensive $30 million renovation aimed at elevating both the guest and conference experience. Set to begin in Spring 2025, the project will focus on modernizing the hotel’s expansive 85,000+ square feet of meeting space to meet the evolving needs of today’s event planners and attendees. The renovation is timed to coincide with the upcoming closure of Austin’s Convention Center in late Spring 2025, positioning the AT&T Hotel and Conference Center as a premier venue for conferences and events. With advanced ...
Asher Adams, Autograph Collection, To Open in Salt Lake City at the End of October
Pivot | October 10, 2024
SALT LAKE CITY, UTAH (October 10, 2024) – Asher Adams, Autograph Collection, an adaptive reuse project that will transform the 1908 Union Pacific Depot into a sophisticated and glamorous 225-room hotel, will open on October 31, 2024. Alongside the restoration of the historic railroad passenger station, Asher Adams will include a new eight-story guestroom tower, signature charcoal-inspired New American restaurant, market and coffee shop, three distinct bars, state-of-the-art fitness center, and five meeting and event spaces that feature rare floor-to-ceiling windows. Named after John R. Asher and George H. Adams, the first cartographers t...
Separate Checks: A Metaphor for Good and Bad Customer-Focused Policies
Shep Hyken | October 10, 2024
It often amazes me how difficult some companies make it to do business with them. I could share so many examples, but let’s use the restaurant industry to illustrate my point. Recently, I attended a conference. I met three colleagues for breakfast. When the server approached our table, the first thing she said was, “No separate checks.” Really, that was the first thing she said. I could think of better opening lines. Regardless, it was clear that the restaurant had a policy. We were informed. Compare that to the experience I had the other day when my hockey team – yes, I still play hockey – went to a restaurant for break...
European Hotel Transaction Volumes Increased by 123% in the First Half of 2024
Maxime Gauthier | October 10, 2024
Coming out of a high-inflation, high-interest-rate environment, which negatively impacted hotel transactions in Europe in 2023, transaction activity increased to the highest levels since 2019 in the first half of 2024. Reaching €10.6 billion, the total volume transacted increased by 123% year-on-year, already reaching the total volume for the whole of 2023. There were 20% more transactions this semester, with a decrease of 11% in the number of rooms per hotel, translating into a 30% increase in price per room over H1 2023. General Commentary Transaction volumes were quite evenly spread over the semester, with January...
Marriott International, FibraHotel, Fibra Danhos and Beyond Ventures To Bring The Ritz-Carlton Brand Back to Cancun
THE RITZ-CARLTON HOTEL COMPANY, LLC | October 10, 2024
Anticipated to open in 2027, The Ritz-Carlton, Cancun, Punta Nizuc, will feature a world-class oceanfront resort and ultra-luxury residential condominiums, developed through an unprecedented collaboration between three of Mexico’s most experienced real estate developers. Marriott International, Inc. announced an agreement with FibraHotel (BMV: FIHO12), Fibra Danhos (BMV: DANHOS13) and Beyond Ventures to bring The Ritz-Carlton, Cancun, Punta Nizuc to the area. The property is slated to include a 131-key luxury hotel, developed and owned through a joint venture between FibraHotel and Fibra Danhos, along with 126 branded residences in a LEE...
Amit Kumar Prasad Joins Conrad Maldives Rangali Island as Director of Food and Beverage
Conrad Maldives Rangali Island | October 10, 2024
Bringing a wealth of experience, Amit to drive the repositioning and elevate the standards of Conrad Maldives Rangali Island’s diverse dining venues. MALE, Maldives – Conrad Maldives Rangali Island is pleased to announce the appointment of Amit Kumar Prasad as the new Director of Food and Beverage. With over 18 years of experience in the hospitality industry, Amit brings a deep understanding of food and beverage management, pre-opening expertise, and a strong track record of enhancing guest experiences and driving operational excellence. Amit's career includes leadership roles at renowned resorts such as Villa Park Sun Island Reso...
Marcus Hanna Appointed Chief Operating Officer of La Vie Hotels and Resorts
La Vie Hotels and Resorts | October 10, 2024
October 10, 2024: One of Asia Pacific’s most credentialed hotel executives, Marcus Hanna, has been appointed as Chief Operating Officer of the rapidly growing La Vie Hotels and Resorts group. Hanna brings over 25 years of high-level experience to his role at La Vie. La Vie was the first independent hotel operator, using the third-party model (also known as White Label Operators, WLO) in Asia Pacific, and has now cemented its presence in eleven countries, operating hotels, and maintaining offices in key cities. Marcus Hanna joins La Vie after almost two decades with Accor hotels, most recently as Vice President Operations Pacific, Sofite...
Lüm Hotel Appoints Stephen Chaves as General Manager
The Lüm Hotel | October 10, 2024
LOS ANGELES (October 10, 2024) – Lüm Hotel, ideally located in the center of Inglewood’s sports and entertainment district, is pleased to announce the appointment of Stephen Chavez as general manager. With more than two decades in the hospitality industry, Chavez brings a wealth of knowledge and experience to his role as he leads the property into an exciting new chapter following its recent design refresh and reopening. “Lüm Hotel is a dynamic property that not only boasts a fantastic location next to all of Los Angeles’ largest event venues but offers comfortable, modern amenities that make it a destination in its own right,...
Waldorf Astoria Atlanta Buckhead Welcomes Girlie Joseph as Director of Spa and Wellness
Waldorf Astoria | October 10, 2024
ATLANTA (OCTOBER 10, 2024) – The Waldorf Astoria Atlanta Buckhead is delighted to announce the appointment of Girlie Joseph as the iconic hotel’s Director of Spa and Wellness. With a career spanning over 25 years in the hospitality and resort spa realm, Joseph brings with her a remarkable depth of knowledge and expertise, poised to elevate the luxury hotel spa to new heights. Joseph is an experienced spa professional with a distinctive blend of visionary leadership and business savvy. Over the past 17 years, she has excelled in Senior Spa Director roles, building on a diverse foundation stemming from previous positions in massage therapy...
Crescent Hotels & Resorts Selected to Manage Hotel Cleveland, Autograph Collection
Crescent Hotels & Resorts | October 10, 2024
Fairfax, VA (October 10, 2024) — Crescent Hotels & Resorts has announced the management of Hotel Cleveland, Autograph Collection, a historic property situated in downtown Cleveland. The former Renaissance Cleveland Hotel underwent an extensive multi-year $80 million renovation and reopened in April 2024 under its original name. With over 100 years of history, Hotel Cleveland effortlessly merges the city’s rich heritage with modern charm, offering an upscale experience that makes it an ideal addition to the Latitudes: Lifestyles by Crescent collection. Part of Marriott's Autograph Collection of independent hotels, the revital...
Supporting Communities Through the Storm: Resources for Those Impacted by Hurricane Milton
Beth Hawks | October 10, 2024
As Florida braces for the impact of Hurricane Milton, the hospitality industry is rallying to support the state’s residents and communities throughout this challenging time. In crises like this, hotels often become places of refuge, offering shelter and resources to those in need, including first responders. The hotel staff work tirelessly, often putting their own needs on hold, to serve those around them. As an industry, we understand that this dedication goes beyond business—it’s about helping people when they need it most. To assist in these efforts, Hospitality Upgrade is compiling a list of companies and organizations committed ...
Marriott International Resolves State Attorneys General and Federal Trade Commission Investigations into 2018 Starwood Database Security Incident
MARRIOTT INTERNATIONAL, INC. | October 10, 2024
Marriott International, Inc. (NASDAQ: MAR, “Marriott”) has reached final resolutions with the Federal Trade Commission (FTC) and 49 U.S. State Attorneys General and the District of Columbia in relation to the 2018 Starwood Hotels and Resorts Worldwide guest reservations database security incident. The resolution with the State Attorneys General includes an agreement to pay $52 million. As indicated in the agreements with the FTC and the State Attorneys General, Marriott makes no admission of liability with respect to the underlying allegations. As part of the resolutions with the FTC and the State Attorneys General, Marriott will cont...
AAHOA Members Testify on New York City Council’s Proposed Safe Hotels Act
AAHOA | October 10, 2024
NEW YORK CITY, October 10, 2024—AAHOA (Asian American Hotel Owners Association) joined forces with industry leaders and organizations on Wednesday, October 9, at New York City Hall to rally against the proposed Safe Hotels Act (Int. No. 991-B). The act, introduced by the New York City Council, has drawn widespread criticism for what many see as an attempt to impose unionization on the hotel industry. This rally follows a similar demonstration last month, which drew over 1,500 attendees in opposition. The proposed act would require hotels to obtain an additional operating license and prohibit the use of subcontractors for core functions ...
Hotel and Hospitality Professionals Unite to Oppose Intro 991 at City Hall Press Conference
The American Hotel & Lodging Association | October 10, 2024
NEW YORK CITY (October 10, 2024) – Today, hundreds of hotel and hospitality professionals gathered on the steps of City Hall to voice their opposition to Intro 991, the so-called “Safe Hotels Act.” The press conference brought together representatives from across the hospitality sector who highlighted the severe consequences this bill would have on New York City’s hotels, subcontractors, and small businesses. Intro 991, though claiming to be a safety measure, actually introduces costly operational mandates that threaten the survival of the city’s hotels, placing more than 265,000 jobs and billions in tax revenue at risk. Speaker...
Hospitality America Strengthening Its Tech Stack to Enhance Business Intelligence and Decision Making
Hospitality America | October 10, 2024
Wes Cargen returns as Vice President of Business Intelligence to spearhead the effort Greenville, S.C., October 10, 2024 — Hospitality America is investing in its technology infrastructure aimed at revolutionizing business intelligence across its hotel portfolio. The initiative will empower leaders at both the property and corporate levels with real-time insights, actionable data, and robust forecasting capabilities to facilitate proactive and agile management. Spearheading the effort is Wes Cargen, newly appointed vice president of business intelligence and former operations manager for the third-party management company. Most recently wi...
