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
IHG Signs With XECO Media to Bring Holiday Inn Resort to Karjat, Maharashtra
IHG | December 18, 2023
The new-build resort with 150 keys will open its doors to guests in 2027 18 December 2023, New Delhi: IHG® Hotels & Resorts, one of the world’s leading hotel companies, has announced the signing of a management agreement with XECO Media LLP to bring a new Holiday Inn Resort to the city of Karjat, Maharashtra. Set to open in 2027, the resort will add 150 keys to IHG’s portfolio in the state. The signing is a strategic move underscoring IHG's commitment to providing diverse and exceptional hospitality experiences across leisure destinations in the country. The new-build resort will be situated in the resort town of...
CapitaLand Ascott Trust Divests Three Hotels in Japan for JPY10.7 Billion ($69.9M US)
December 18, 2023
Transaction is part of CLAS’ active portfolio reconstitution strategy to deliver sustainable returns to Stapled Securityholders Singapore, 18 December 2023 – CapitaLand Ascott Trust (CLAS) is divesting three hotels in Osaka, Japan to an unrelated third party for a total of JPY10.7 billion (S$99.8 million[1]). The three properties are Hotel WBF Honmachi, Hotel WBF Kitasemba East and Hotel WBF Kitasemba West. The three properties will be divested at about 15% above book value[2]. Net proceeds of the divestment are expected to be about JPY3.9 billion (S$36.4 million) and CLAS will recognise a net gain of JPY1.1 billion (S$10.1 million...
Hospitality Financial Leadership: Explaining Accounting
David Lund | December 18, 2023
By David Lund No one can explain accounting. I have some pretty crazy situations presented to me by potential clients. I say crazy and I what that means is that it is almost unbelievable that anyone would find themselves in such a mess with their business and their books. I also say potential client. Almost always it is never going to be a client, but because I am out there – and in order to find real customers – I must kiss a lot of frogs. I am not complaining. To the contrary I am only too happy to speak with just about anyone who has a problem and thinks I can help. I provide a service and in order to get a paying cl...
GL Rogers and Company and Maine Course Hospitality Group Acquire the Four Points by Sheraton in Greensboro, North Carolina
Maine Course Hospitality Group | December 18, 2023
PORTSMOUTH, NH -- GL Rogers and Company, a local leader in the commercial real estate and hospitality industries, and Maine Course Hospitality Group, an award winning leader in hospitality management, proudly announce the successful acquisition of the Four Points by Sheraton Hotel in Greensboro, North Carolina. This strategic move marks a significant expansion in GL Rogers and Company's portfolio, solidifying its commitment to investing in thriving communities and building upon its legacy of providing exceptional guest experiences through Maine Course Hospitality Group. Under new ownership, the Greensboro Four Points by Sheraton will be ma...
HSMAI Announces Intercollegiate Global Conference and Collegiate Case Competition
HSMAI Foundation | December 18, 2023
McLean, VA (Dec. 18, 2023) – The Hospitality Sales & Marketing Association International (HSMAI) Foundation announces the 2024 Intercollegiate Global Conference: A World of Opportunity which will take place February 5-9, 2024. The virtual event is a unique opportunity for hospitality students and faculty to gain valuable insights and connect with top industry professionals. Undergraduate and graduate students who share passion for hospitality marketing are also encouraged to submit entries for the HSMAI Foundation Global Collegiate Case Competition. Conference attendees will hear from guest speakers from leading industry brands ...
Hotel Market Report: Asia’s Path Forward in 2024
HotStats | December 15, 2023
By Tareq Bagaeen Earlier this week I was talking to a regional commercial head of Asia for one of the world’s largest hotel chains and the view forward into 2024 is one of concern, to say the least. At the moment, the hotel benchmarking data look goods; for many destinations within this region, 2023 was a record year both in terms of topline revenue as well as Gross Operating Profit (GOP). Expectations are significant for the coming year; thus, the higher than usual level of apprehension. Let us start with the GOP king of Asia, and, all the world: Maldives. A destination that has a GOP figure of just under 300 USD per...
10 Hotel Trends to Watch in 2024
Pedro Colaco | December 15, 2023
By Pedro Colaco In the aftermath of a robust resurgence in the travel industry throughout 2023, hotels are gearing up for a transformative 2024, marked by shifting consumer preferences and the rise of cutting-edge technologies to help hotels address increasingly complex consumer and operational demands. This article explores the top 10 trends poised to redefine hotels and the wider travel and hospitality landscape in the coming year. 10 Hotel Trends to Watch in 2024 As we gear up for the new year, we foresee that a number of trends that arose in 2023 will continue to be critical for hotels in 2024. Hotels will continue to prioritize sus...
Event Space Revenue Analytics: The “Marriage” of Revenue Management and CRM
Dan Skodol | December 15, 2023
By Dan Skodol An area of opportunity where the three commercial disciplines converge more so than others is event space. Like hotel rooms, restaurant seats, spa treatment rooms, and other types of time-based, perishable inventory, event space shares many of the conditions that are conducive to the application of Revenue Management: Relatively low variable cost, relatively high fixed cost structure Seasonal, varying demand levels Flexible pricing structure Advance reservations Fixed capacity On top of these ideal conditions, add a focused, funnel-driven, outbound Sales effort that arguably doesn’t exist for something l...
Global Travel and Tourism Sector Deal Activity Down by 32.7% YoY During January-November 2023, finds GlobalData
GlobalData | December 15, 2023
A total of 666 deals (mergers & acquisitions (M&A), private equity and venture financing) were announced in the travel and tourism sector globally during January-November 2023, which is a year-on-year (YoY) decline of 32.7% compared to the announcement of 989 deals during the same period in the previous year, finds GlobalData, a leading data and analytics company. Aurojyoti Bose, Lead Analyst at GlobalData, comments: “The global travel and tourism sector persistently exhibited a declining trend in deal activity throughout the year. Geo-political tensions, ongoing wars and associated macroeconomic challenges largely affected th...
WTTC’s ‘Hotel Sustainability Basics’ Ends 2023 on a High
The World Travel & Tourism Council | December 15, 2023
More than 1,300 hotels verified so far Industry titans agree three-stage hotel sustainability initiative London, UK: The World Travel & Tourism Council’s (WTTC) Hotel Sustainability Basics is set to end if first year on a high with more than 1,300 hotels verified, across more than 30 countries from around the world. The Hotel Sustainability Basics is an independent global sustainability verification programme, overseen by internationally recognised verifiers, Green Key and SGS. The aim is for hotels around the world, regardless of their size, to follow a 12 step programme to reduce carbon emissions, protect and promote ...
Hyatt Centric Gaoxin Xi’an Opens in the Heart of the Xi’an Hi-Tech Zone
Hyatt Centric | December 15, 2023
CHICAGO (December 15, 2023) – Hyatt Hotels Corporation (NYSE: H) announced today the opening of Hyatt Centric Gaoxin Xi’an, a lifestyle hotel located ideally for travelers to immerse themselves in the heart of the action in the vibrant Xi’an Hi-Tech Zone. The hotel – featuring 231 stylish guestrooms including 11 spacious suites with balconies – offers both an ideal stay for business guests and is located within walking proximity to the central business district. Distinct of the Hyatt Centric brand, Hyatt Centric Gaoxin Xi’an is a perfect launchpad for savvy, adventurous leisure travelers looking to explore all that the histori...
Hilton Heidelberg Debuts in Germany With 244 Guestrooms
Hilton | December 15, 2023
Located in the heart of Heidelberg, the new property under Hilton’s flagship brand pays homage to the city’s rich history and culture. HEIDELBERG, Germany – Hilton (NYSE: HLT) today celebrates the opening of Hilton Heidelberg, the latest addition in Germany for its flagship brand. Following a significant investment programme, Hilton Heidelberg features 244 rooms and suites with contemporary design, aimed at providing a modern and comfortable stay. The hotel's interior pays tribute to the rich literary heritage of Heidelberg, celebrated as a UNESCO “City of Literature,” and combines new construction with the preservation of the ...
Adrien Poul Joins Four Seasons Hotel Gresham Palace Budapest as Director of Food and Beverage
Four Seasons | December 15, 2023
Four Seasons Hotel Gresham Palace Budapest announces the appointment of Adrien Poul as the Director of Food and Beverage. With more than a decade of experience in the luxury hospitality industry, Adrien brings a unique blend of culinary expertise and exceptional leadership qualities. Adrien Poul's journey in hospitality began at École Hôtelière de Paris Jean Drouant, where his passion for the industry was nurtured. His dedication to culinary excellence led him to complete a sommelier technical course, deepening his understanding of the intricate relationship between wine culture, gastronomy, history, and tradition. Over the years,...
Mark Sherwin Joins The Ritz-Carlton, Sarasota as General Manager
The Ritz-Carlton, Sarasota | December 15, 2023
Sherwin Brings More Than Three Decades Of Hospitality Expertise To The Role SARASOTA, Fla. (Dec. 2023) – The Ritz-Carlton, Sarasota, a distinguished landmark on Florida's Gulf Coast and the region’s foremost luxury resort, is pleased to announce the appointment of Mark Sherwin as the property’s General Manager. Sherwin will oversee operations for all facets of the resort, including its award-winning dining venues, exclusive beach club and golf club, and newly renovated spa, ensuring the highest standards of service and hospitality. His strategic vision and innovative approach will further elevate the hotel's reputation as a pinnacl...
Mollie’s Oxfordshire Appoints Stephanie Freeman as General Manager
Mollie’s | December 15, 2023
Mollie’s, the award-winning, design led hospitality concept designed by Soho House, is delighted to announce the appointment of Stephanie Freeman as General Manager of its Oxfordshire site. Stephanie's extensive industry experience, coupled with her remarkable track record of success, makes her the ideal candidate to lead and elevate the Mollie's experience in Oxfordshire. With over 10 years’ experience in hospitality, Freeman’s career highlights include positions at renowned establishments such as Elite Hotels, IHG and Hilton, before joining the Mollie’s Bristol team in 2021. Starting as Floor Manager, Freeman swiftly ascend...
TownePlace Suites by Marriott Celebrates 500th Property Milestone With the Debut of TownePlace Suites Richmond Colonial Heights
TownePlace Suites by Marriott | December 15, 2023
The all-suites hotel brand welcomes its 500th hotel in Virginia, the state where TownePlace Suites first debuted in 1997 Today, TownePlace Suites by Marriott, part of the Marriott Bonvoy portfolio of over 30 extraordinary brands, marks its landmark 500th hotel with the opening of TownePlace Suites Richmond Colonial Heights in Virginia, the state where the brand debuted its inaugural hotel in 1997. Now, 26 years after its debut, TownePlace Suites has become one of Marriott International’s fastest-growing brands, establishing itself as an industry leader in the all-suite, extended-hotel model. In addition to the 500th opening this mon...
Extended Stay America Premier Suites Adds Property in Sparks, Nevada
Extended Stay America | December 15, 2023
Charlotte, NC, December 15, 2023— Extended Stay America announced today the opening of the 40th Extended Stay America Premier Suites located in the city of Sparks, east of Reno, Nevada. Sandpiper Hospitality developed and will manage the property. The four-story, 144-room, newly-constructed Extended Stay America Premier Suites Reno – Sparks will feature free Wi-Fi, complimentary healthy breakfast, premium cable, a fitness room, onsite guest laundry, an outside grilling area, and Extended Stay America Premier Suite’s signature spacious lobby with additional vending options. All spacious suites include fully-equipped kitchens with a f...
Waldorf Astoria Chicago Welcomes New General Manager Tamas Vago
Hilton | December 15, 2023
CHICAGO – (December 15, 2023) – Waldorf Astoria Chicago is pleased to announce the appointment of Tamas Vago as the luxury hotel’s General Manager. Since joining the property team this fall, he has overseen guest experience and hotel operations of the 214-room property, including the on-site culinary and beverage venues Brass Tack and Bernard’s, renowned spa and over 9,000 square feet of meeting and event space. Vago joins Waldorf Astoria Chicago from Hilton Fort Lauderdale Beach Resort and brings extensive knowledge of the luxury hospitality industry from his nearly 25 years of experience. In his new role with Waldorf Astoria...
Sheraton Park Hotel at the Anaheim Resort Welcomes Justin Hart as General Manager
Sheraton Park Hotel at the Anaheim Resort | December 15, 2023
Anaheim, CA [Dec 15, 2023] – The Sheraton Park Hotel at the Anaheim Resort, owned by Taconic Capital Advisors and operated by leading hospitality company Aimbridge Hospitality, announces the appointment of Justin Hart as General Manager. With a wealth of experience in hotel operations, a proven track record of achieving exceptional results, and a commitment to excellence, Hart will play a key role in leading the Sheraton Park Hotel to new heights. Hart brings a distinguished career to his role as General Manager, with key achievements that include exceeding revenue goals, improving guest satisfaction scores, and reducing costs at var...
Holiday Inn Dubai Business Bay Opens in the UAE
IHG | December 15, 2023
Dubai, United Arab Emirates – 15 December 2023: Holiday Inn Dubai Business Bay, the latest addition to IHG Hotels & Resorts’ renowned Holiday Inn brand, is now open and introduces the first Holiday Inn innovative Open Lobby concept in the United Arab Emirates. Located in the vibrant heart of Dubai's business and recreation hub, the hotel offers an ideal retreat for both corporate and leisure travellers. Conveniently situated 15 minutes’ drive from Dubai International Airport, Holiday Inn Dubai Business Bay allows access to top tourist landmarks such as Burj Khalifa, the Dubai Mall, and Dubai Canal among others where visitors ...
INTELITY Announces Steve Proctor as CEO to Lead Turnaround and Modernization of Hospitality Tech Platform
INTELITY | December 15, 2023
Amidst raise of $5 million in strategic growth capital for company Orlando, FL (December 15, 2023) – INTELITY®, provider of hospitality’s leading guest experience and staff management platform, has secured $5 million in strategic growth capital inclusive of LLR Partners and SaaS industry veterans Steve Proctor and Tim Stafford. Proctor has been named Chief Executive Officer and brings more than 25 years of experience in the software industry to INTELITY, where he will focus on modernization and product innovation that customers expect in the industry leading tech platform. Proctor joins INTELITY with prior distinguished performance...
Jakarta Hotel Occupancy and RevPAR Reached Significant Levels in November
CoStar Group | December 14, 2023
WASHINGTON – 14 December 2023 – Jakarta hotels recorded their highest levels in occupancy and revenue per available room (RevPAR) since November 2011 and November 2013, respectively, according to preliminary data from CoStar. CoStar is a leading provider of online real estate marketplaces, information, and analytics in the property markets. November 2023 (year-over-year % change): Occupancy: 79.8% (+10.9%) Average daily rate (ADR): IDR1,030,269.24 (+10.4%) Revenue per available room (RevPAR): IDR822,163.52 (+22.5%) Jakarta hosted several events that helped performance last month, including a Coldplay conc...
U.S. Hotel Results for Week Ending 9 December
CoStar Group | December 14, 2023
WASHINGTON – 14 December 2023 –U.S. hotel performance increased from the previous week, according to CoStar’s latest data through 9 December. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. 3-9 December 2023 (percentage change from comparable week in 2022): Occupancy: 58.7% (-1.1%) Average daily rate (ADR): US$153.36 (+4.5%) Revenue per available room (RevPAR): US$89.98 (+3.3%) Among the Top 25 Markets, Boston saw the largest year-over-year occupancy increase (+14.1% to 72.7%). Helped by Miami Art Week and Art Basel, Miami reported...
The Link Between Sales and Customer Experience
Shep Hyken | December 14, 2023
By Shep Hyken Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more. Every interaction the customer has with us, from learning about our company, our marketing messages, the sales experience and then anything after the sale, is all part of the customer experience. I’m often asked to be the keynote speaker at sales meetings. ...
