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
HSMAI Announces 2023 Top 25 Extraordinary Minds
HSMAI | December 7, 2023
FOR IMMEDIATE RELEASE: McLean, VA (Dec. 7, 2023) – The Hospitality Sales and Marketing Association International (HSMAI) announces the Top 25 Extraordinary Minds awardees to be presented in conjunction with the HSMAI Adrian Awards Celebration on February 13, 2024, at the New York Marriott Marquis. These awards recognize exceptional Sales, Marketing, Revenue Optimization, and Distribution leaders in hospitality, travel, and tourism organizations for their achievements in the preceding 18 months. Selected by a panel of top industry executives, the Top 25 Extraordinary Minds are high achievers who stand out through their creativity and inn...
Win the Customer, Not the Argument
Shep Hyken | December 7, 2023
By Shep Hyken In a confrontation with a customer, you have a goal: win the customer, not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute. Instead, the best people de-escalate a confrontation to a mutually agreeable solution. Here’s what I witnessed this week. I was on a plane and noticed that the flight attendant greeting pass...
Hilton Expands Signia by Hilton Portfolio With Signing of Signia by Hilton Indianapolis
Hilton | December 7, 2023
Expected to open in late 2026, the 800‑room property will serve as the latest anchor hotel connecting to the Indiana Convention Center INDIANAPOLIS and MCLEAN, Va. – Today, global hospitality leader Hilton (NYSE: HLT) announced the official signing of a management agreement for the 800-room Signia by Hilton Indianapolis, growing the existing Signia by Hilton portfolio. Currently under construction and expected to open in late 2026, the new-build Signia by Hilton Indianapolis will serve as the latest anchor hotel connecting to the Indiana Convention Center via skywalk as part of the city’s $710 million convention center expansion....
San Diego Mission Bay Resort Welcomes Key New Property Leadership
San Diego Mission Bay Resort | December 7, 2023
Bayfront Resort Revitalizes Experience with Addition of New General Manager and F&B Leadership SAN DIEGO (Dec. 7, 2023) – San Diego Mission Bay Resort, the 357-room Noble House Hotels & Resorts property situated on the sparkling waters of Mission Bay, today announces the expansion of its leadership team with the appointment of a new general manager and director of food and beverage. Together, the team will continue enhancing the guest and culinary experiences at San Diego Mission Bay Resort, which has long been known as one of the city’s most coveted destinations. General Manager Summer Shoemaker has spent the last two decades...
The Athens Group and Hatteras Sky Select Pivot to Manage Asher Adams, an Autograph Collection Hotel, in Salt Lake City, Utah
THE ATHENS GROUP | December 7, 2023
SALT LAKE CITY, UT – DEC. 7, 2023 – The Athens Group, a luxury hospitality development company, known for the creation of generational hotels and resorts, along with its partner, Hatteras Sky, a commercial real estate firm focused on multifamily and hospitality development in high-growth American markets, are pleased to announce they have selected Pivot, the lifestyle operating vertical of Davidson Hospitality Group, to operate and manage Asher Adams, its 225-room Marriott Autograph Collection hotel in downtown Salt Lake City. “We are excited to partner with Pivot along with Marriott Hotels as we complete the Asher Adams,...
Visual Matrix Recognized as One of North Texas’ Best Places to Work in 2023 Amid Ongoing Growth and Innovation
Visual Matrix | December 7, 2023
North Texas Names Hospitality Innovator Visual Matrix as a Premier Employer Dallas, December 7, 2023 - Visual Matrix, a leading provider of advanced technology solutions for the hospitality industry, was recognized by the Dallas Business Journal as one of the region’s “Best Places to Work.” Visual Matrix was named No. 6 in the “Small Companies” category thanks to its 25-year history of serving the hospitality industry’s technology needs, attention to worker retention, and leadership’s involvement in the local community. Now in its 21st year, the Best Places to Work Awards highlights the top employers across Dallas-Fort W...
Construction To Begin on Marriott Renaissance Hotel Coming to North America’s Largest Research Park
NexPoint | December 7, 2023
RESEARCH TRIANGLE PARK, NC [December 7, 2023] The Research Triangle Foundation of North Carolina, stewards of Research Triangle Park (RTP), today unveiled the official hotel plans for its vibrant, downtown destination, Hub RTP. An affiliate of real estate investment firm NexPoint Advisors, LP, recently completed the purchase of a prime site in the heart of the Hub RTP development, working with Dallas-based developer Alamo Manhattan to deliver a Marriott-branded Renaissance Hotel to the project. The 250-room, full-service hotel is poised to become a cornerstone of activity for Research Triangle Park and the growing Triangle area, creatin...
Bob W Debuts in Denmark With Opening of Bob W Østerbro
Bob W | December 7, 2023
Helsinki, 7 December 2023 – Tech-driven, design-led serviced apartment brand Bob W continues its rapid expansion across Europe with the opening of its first property in Denmark. Now with a presence in 10 countries and 16 cities on the continent, the opening of Bob W Østerbro continues the fast-paced growth of Bob’s tech-driven approach across its portfolio of over 3,000 serviced apartments. Bob W’s new property in Copenhagen — a former chocolate factory converted into 165 beautiful studio and 1-bedroom apartments — lies in the eastern neighbourhood of Østerbro, a vibrant area that offers an authentic Danish experience...
Artyzen Hotels & Resorts Opens Artyzen Singapore
Artyzen Singapore | December 7, 2023
December 7 2023 - Artyzen Singapore, the Lion City’s newest stylish lifestyle hotel, unveiled its touch of bespoke elegance in the leafy West Orchard neighbourhood Sunday night, with a charming private celebration to mark the hotel’s Grand Opening after its first two weeks of operation. Artyzen Singapore is a 142-room vertical green oasis on Cuscaden Road, just off Orchard, and is the new flagship property of the premium lifestyle hotel brand Artyzen Hotels & Resorts, as well as its first hotel to open outside of China. Artyzen Hotels is the signature brand of Artyzen Hospitality Group, a wholly-owned subsidiary of Shun Tak Holding...
International Visitors Spent Nearly $19 Billion in the United States in October 2023
National Travel and Tourism Office (NTTO) | December 7, 2023
Data recently released by the National Travel and Tourism Office (NTTO) show that in October 2023: International visitors spent $18.9 billion on travel to, and tourism-related activities within, the United States, an increase of 23 percent compared to October 2022 and the highest level of monthly spending since December 2019 (before the onset of reported COVID-19 cases). In fact, monthly U.S. travel and tourism exports are within $1.9 billion of their highwater mark set back in March 2018 when international visitors spent an appreciable $20.8 billion experiencing the United States. Conversely, Americans spent a record-setting $18.4 b...
AHLA Expands Government Affairs Team With New Tax Policy VP
AHLA | December 7, 2023
WASHINGTON (Dec. 7, 2023) – The American Hotel & Lodging Association (AHLA) today announced the hiring of Jessica Brady as vice president of federal affairs for tax policy. Brady joins AHLA from the Distilled Spirits Council of the United States (DISCUS), where she worked on tax, trade, and other issues as senior director of federal government relations. Prior to DISCUS, Brady led budget and appropriations advocacy as associate director of global development policy and advocacy at Save the Children and worked on congressional affairs and multilateral diplomacy at the State Department as part of the President’s Emergency Plan for AIDS...
ISHC Celebrates 35 Years With 35 New Members Inducted and Elects New Leadership
ISHC | December 7, 2023
December 7, 2023: The International Society of Hospitality Consultants (ISHC) inducted thirty-five new members in its 2024 membership class and elected new leadership to serve on the Board of Directors. Tea Ros, Chair, ISHC Board of Directors, commented, "We are thrilled by the ongoing development and expansion of our Society. This year’s record number of new members bring a wealth of international experience, along with fresh skill sets and diverse areas of expertise. The Board of Directors and our new members exemplify our commitment to expanding expertise, global reach, and diversity, reflecting the vibrant landscape of the hospitalit...
Amadeus Data Reveals Los Cabos, Mexico to Be Top Hotel Destination for Christmas and New Year’s Travel
Amadeus’ Demand360+ | December 7, 2023
Unique forward-looking market insights show the top global destinations for holiday travel, with Mexico and APAC leading the way As we head towards the festive season, hoteliers are preparing for demand as people look to travel over Christmas and New Year’s Eve. Global technology provider Amadeus, with its unique forward-looking business intelligence data, is seeing a peak in demand over the Christmas and New Year period across major markets around the world. Amadeus’ Demand360+® data as of November 27, 2023, shows that global hotel occupancy for the weeks of Christmas and New Year’s is already at 23%. This is up 10 % fro...
IDeaS Launches Resorts Revenue Council, Convening Commercial Leaders From Resorts and All-Inclusive Properties Across the Globe
IDeaS | December 7, 2023
Two-day retreat brings together revenue leaders and innovators to identify industry challenges and discuss a reimagined approach to revenue management in those segments MINNEAPOLIS—Dec. 7, 2023 — IDeaS, the world’s leading provider of revenue management software and services, announced today the launch of the IDeaS’ Resorts Revenue Council, a dynamic in-person and virtual community where industry leaders, creative thinkers, and innovators from the resort and all-inclusive space will meet regularly to discuss key industry challenges and catalyze the evolution of a holistic approach to commercial management for resorts. The Re...
Expert Tips on Creating Long-Term Value From Hotel Guest Surveys
Adam and Larry Mogelonsky | December 6, 2023
By Adam and Larry Mogelonsky Hotel reviews and guest feedback are critical for determining what’s meaningful for the guest. We all understand this, because oftentimes the fixes that will generate the most ROI are not necessarily the most expensive. Call it ‘value engineering’ whereby the more guest feedback you get the more you have to go on to improve operations which then translates into more guest satisfaction, the ability to command higher rates and, ultimately, healthier NOI or property valuations. In this sense, there’s a positive feedback loop between guest feedback and long-term asset value, making the former an instruct...
Major Markets Driving U.S. Hotel Profitability Gains
CoStar Group | December 6, 2023
WASHINGTON – 6 December 2023 – Improvement in group demand across the Top 25 Markets drove U.S. hotel revenue and profit growth, according to October P&L data from CoStar. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. October 2023 per-available-room metrics (% change from October 2022) GOPPAR: US$97.45 (+3.7%) TRevPAR: US$240.74 (+4.0%) EBITDA PAR: US$69.60 (-1.2%) LPAR (Labor Costs): US$74.48 (+5.9%) The industry saw its largest year-over-year increases in GOPPAR and TRevPAR since March 2023. “The Top 25 Markets have showed an...
Notable Resort Developments in Telluride
Katy Black | December 6, 2023
By Katy Black, Ryan Mark Over the past decade, Telluride has gained popularity as a secluded resort destination during both the summer and winter months. However, when compared to other mountain resort destinations throughout the region, Telluride has few luxury-resort lodging options. With the Madeline Telluride becoming an Auberge Resort in late 2017, followed by an extensive renovation and repositioning in 2021/22, the Madeline is essentially the only traditional, high-end lodging option in Telluride. The Town of Mountain Village, which is located within the Telluride Ski Resort, is seeking to improve Telluride’s position as a...
Hotel Toranomon Hills Debuts as Tokyo’s First Hotel Within The Unbound Collection by Hyatt Portfolio
The Unbound Collection by Hyatt | December 6, 2023
Situated at the heart of the dynamic Toranomon Hills global business hub, the hotel serves as an urban launchpad offering bleisure travelers comfort, convenience and cosmopolitan cuisine CHICAGO (December 6, 2023) – Hyatt Hotels Corporation (NYSE: H) announced today the opening of Hotel Toranomon Hills as the first property in Tokyo under The Unbound Collection by Hyatt brand. Situated in the heart of Tokyo, the hotel is located within the new Toranomon Hills Station Tower in Toranomon Hills, the ever-evolving integrated development and global business hub by Mori Building Co., Ltd. Hotel Toranomon Hills is poised to become an urb...
The Indigo Road Hospitality Group Opens Bridge Creek Inn in Clayton, GA
The Indigo Road Hospitality Group | December 6, 2023
CHARLESTON, SC — December 6, 2023 — The Indigo Road Hospitality Group has opened Bridge Creek Inn in Clayton, GA, a new addition to its expanding collection of boutique hotels across the Southeast. Managed by The Indigo Road for Ridgeline Investment Partners, the property's owner, this hotel marks a significant milestone in the company's growth. "We are delighted to open Bridge Creek Inn, a property that perfectly encapsulates the character and spirit of its surroundings," said Larry Spelts, president of Lodging & Lifestyle Adventures at Indigo Road. "This launch underscores our dedication to introducing hotels centered aroun...
NexGen Hotels Acquires the EVEN Hotel Miami – Airport
NexGen Hotels | December 6, 2023
The Wellness-Focused Brand is the First in NexGen’s Portfolio MIAMI – December 6, 2023 – NexGen Hotels, a hotel development and management company based in Itasca, Illinois, today announced the acquisition of the EVEN Hotel Miami - Airport. Located at 3499 N.W. 25th Street, the upscale select-service hotel will be managed by Genuine Hospitality Group of St. Louis, Missouri. Situated one mile from Miami International Airport and just minutes from the Port of Miami, the hotel is a perfect stopover for cruise travelers. Whether traveling for business or leisure, EVEN Hotel Miami – Airport offers guests convenient access to Waterfor...
IHG Opens Holiday Inn Jeddah Corniche in Saudi Arabia
IHG | December 6, 2023
Ideally situated on Jeddah’s waterfront, adjacent to the glittering banks of the Red Sea, Holiday Inn Jeddah Corniche is set to deliver high quality business and leisure hospitality services to the Kingdom. Dubai, UAE, 06 December 2023 – IHG Hotels & Resorts, the leading hospitality group behind 19 signature hotel brands and over 6,000 global destinations, has today announced the opening of Holiday Inn Jeddah Corniche in Saudi Arabia, a vibrant five-star property launching on the picturesque coastal waterfront bordering the Red Sea. Part of IHG Hotels & Resorts ‘Essentials Collection’, Holiday Inn Jeddah Corniche will ble...
Dorado Beach, A Ritz-Carlton Reserve Appoints Viorica Coman as Director of Spa
Dorado Beach, a Ritz-Carlton Reserve | December 6, 2023
Coman will lead Spa Botánico, overseeing new partnerships and programming Dorado Beach, Puerto Rico (December 6, 2023) - Dorado Beach, a Ritz-Carlton Reserve is pleased to welcome Viorica Coman, as Director of Spa Botánico. Coman brings over 20 years of experience working in luxury spas to the role, where she will oversee operations, the development of new offerings and partnerships and training for the award-winning, five-acre sanctuary. Coman began her professional career in medicine, studying cancer, before pivoting to the world of wellness. Inspired by her personal passions in connecting with nature and outdoor pursuits, Coman mo...
Marriott Marquis Houston Taps Joseph Graffeo as Executive Chef
Marriott Marquis Houston | December 6, 2023
Graffeo to Oversee Hotel’s Five Dining Venues, Including Biggio’s Sports Bar and High Dive at Altitude Rooftop & Pool HOUSTON, TEXAS (December 6, 2023) — Marriott Marquis Houston has named Joseph Graffeo as its new executive chef, charged with managing the hotel’s popular eateries which serve up everything from gourmet breakfasts to elevated sports bar cuisine and poolside fare. Chef Joe’s career in the kitchen began at eight years old, making pasta from scratch alongside his grandmother. At 14, he entered a professional kitchen as a dishwasher, and has ascended the ranks in the restaurant industry ever since. A graduate of ...
Maria Daniel Appointed Director of Sales for Anguilla’s Malliouhana Resort
Malliouhana | December 6, 2023
ANGUILLA (December 6, 2023) – Malliouhana Resort, the flagship of Anguilla’s luxury tourism industry and the first five-star hotel in Anguilla, has appointed Maria Daniel as the resort’s Director of Sales. In this role, she will manage the sales teams for the storied Caribbean resort and continue to maintain and build relationships with key corporate accounts and serve as the leader of the overall sales team. With more than 20 years of hotel experience, Daniel brings extensive knowledge and a robust history in the luxury hospitality industry. As an experienced Director of Sales, Daniel has established an impressive background across a...
