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
The Customer Hierarchy of Needs
Shep Hyken | November 9, 2023
By Shep Hyken Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Five9). In one of my podcast interviews, someone mentioned Maslow’s model and thought a similar model could be created f...
COMO Hotels & Resorts Expands Its Portfolio With the Opening of COMO Alpina Dolomites
The COMO Group | November 9, 2023
November 9, 2023 – COMO Hotels & Resorts is delighted to announce the opening of its latest luxury destination, COMO Alpina Dolomites which will open its doors on December 7, 2023. This luxury year-round resort, located in Northern Italy’s South Tyrol, promises an unparalleled alpine experience. Situated amongst the majestic Dolomites, a UNESCO Natural World Heritage site, the resort is located in Val Gardena on the Alpe di Siusi, one of Europe's largest high-altitude plateaus. Nestled within a landscape characterized by towering peaks, sprawling valleys and alpine meadows, the resort features 60 thoughtfully designed rooms. Wi...
The Alexandrian, Old Town Alexandria, and Morrison House Appoint Tobias Arff as General Manager
The Alexandrian | November 9, 2023
Alexandria, Virginia (November 9, 2023) – The Alexandrian, in Old Town Alexandria and sister property, Morrison House, have announced the appointment of Tobias Arff as General Manager. With over two decades of success managing luxury properties for sizable hotel brands, Arff will oversee all operations of the historic addresses in Old Town Alexandria, Virginia, including inspiring the hotel teams to enhance guest experiences to create memorable and immersive stays. The Alexandrian emulates the history of Old Town Alexandria with modern and playful design elements, boasting 241 guestrooms, a 24-hour fitness center, 9,000 sq. ft. of event...
Commonwealth Hotels Welcomes Wendy Worley as Director of Sales and Marketing, The Art Hotel, Curio Collection by Hilton
The ART Hotel Denver | November 8, 2023
DENVER, Colo. (November 9, 2023) – Commonwealth Hotels announced today that Wendy Worley has been appointed Director of Sales and Marketing of The ART Hotel Denver, Curio Collection by Hilton. Worley brings a palette of more than two decades of experience in the hospitality industry to the 165-room refreshed hotel where art and culture intertwine. In her new role at The ART, Worley will lead the sales and marketing teams, exceed guest satisfaction while successfully driving sales, maximize opportunities for leisure, business and group travelers, and more. “Wendy illustrates a sharp knowledge of the hospitality world and we are thrilled...
Sun Siyam Resorts Appoints Leadership for Sun Siyam Pasikudah Ahead of Reopening
Sun Siyam Pasikudah | November 8, 2023
Colombo, Sri Lanka, November 9th, 2023 – Sun Siyam Resorts, a renowned and multi-award-winning Maldivian hospitality group, is pleased to introduce Arshed Refai as the General Manager and Dulanka De Mel as Sales and Marketing Manager at Sun Siyam Pasikudah in Sri Lanka. Their appointment comes in anticipation of the eagerly-awaited reopening on November 17, 2023 of this remarkable five-star boutique haven. The property has undergone a comprehensive rejuvenation, assuring guests a captivating experience that harmoniously blends accessible luxury with the cultural opulence of Sri Lanka. Arshed and Dulanka bring a wealth of indust...
Ruling Against Google Chromecast Has Major Implications for Hotel Industry
Mark Munger | November 8, 2023
By Mark Munger With my work in the hospitality industry, I have designed and implemented a variety of in-room technology. One piece of this technology is the guest’s ability to “cast” the video from a local device to the TV in their room. Chromecast is the most popular method for casting and a court ruling earlier this year raised concerns about the legality of using Chromecast. A July 2023 court ruling found Google's Chromecast devices infringe patents held by Touchstream Technologies, a New York based company. While few took notice, this could have wide-ranging impacts on the hospitality sector. Google filed an appeal in Septemb...
U.S. Hotel Profitability Reflects Gains in Corporate Demand and Groups
CoStar Group | November 8, 2023
WASHINGTON – 8 November 2023 – A recent increase in U.S. hotel labor costs reflects a normalizing business mix and significant gains in group demand, according to September year-to-date P&L data from CoStar. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. September 2023 YTD per-available-room metrics (% change from September 2022 YTD) GOPPAR: US$75.74 (+6.2%) TRevPAR: US$208.34 (+8.6%) EBITDA PAR: US$52.95 (+5.1%) LPAR (Labor Costs): US$69.36 (+13.1%) “September labor costs were higher than the summer months even though overall dema...
Leading the Culinary Lifestyle Segment With Christopher Hunsberger of Appellation
Adam and Larry Mogelonsky | November 8, 2023
By Adam and Larry Mogelonsky Every hotelier knows in their heart of hearts the importance of giving guests a great experience. It’s the lifeblood of hospitality. Yet beyond impeccable service and a flawless guestroom, so much of that hotel experience is crafted by what else is happening onsite. This is what we often label as a ‘reason to visit’ which can be a spa, golf, the pool, beach access, proximity to attractions, activities, funky décor or a mix of several of these and more. In this case, the focus is F&B as that reason to visit, yet normally we would still write about its importance as a part of the overall hotel exper...
How To Get Your Digital Guest Directory Fit for the Festive Season
Zhandra Gomez | November 8, 2023
By Zhandra Gomez A hotel’s guest directory is often regarded by guests as a valuable reference tool. Containing all the information they might need during the course of their stay – from hotel facilities and local attractions, through to F&B menus, local transport links, special promotions and links to booking systems, to name just a few. For hoteliers however, it is a valuable avenue towards those all-important, revenue driving, upsell opportunities. Upsell opportunities which can be maximised by showcasing the extent of the services and amenities available whilst at the same time enhancing the guest experience. Increasingly ho...
Women Hold 58% of IHG’s Senior Management Positions in Malaysia
IHG Hotels & Resorts | November 8, 2023
Global hotel group is supporting female colleagues to thrive through empowering culture and diverse development opportunitities Kuala Lumpur, Malaysia – 8 November 2023: IHG Hotels & Resorts is delivering on its commitment to support female colleagues in Malaysia, where 58% of its senior management* roles are now held by women which surpasses the country average of 40%1. Providing career pathways and development plans suited to individual needs are among the key elements of IHG’s approach, as it continues to attract and develop a diverse range of talent in the country. The company has also evolved its recruitment and rete...
Park Hyatt New York Appoints Gerard Spezio as Executive Chef
Park Hyatt New York | November 8, 2023
NEW YORK, NEW YORK (November 8, 2023) – Park Hyatt New York today announced the appointment of Gerard Spezio as Executive Chef of the hotel. Chef Spezio joins the five-star award-winning hotel with previous experience at various Hyatt properties nationally. As Executive Chef of Park Hyatt New York, Chef Spezio oversees the dining outlet’s culinary offerings, ensuring locals and guests of the hotel receive an elite culinary experience. The hotel’s main restaurant, The Living Room, emulates the residential feel of an upscale New York City apartment and provides guests with continental breakfast, lunch, dinner, tapas-style appetizers, ...
Marriott Signs Agreement to Bring The Luxury Collection to the Dodecanese Islands in Greece
Marriott International | November 8, 2023
Expected to open in summer 2024, Patmos Aktis, a Luxury Collection Resort & Spa, Greece will bring The Luxury Collection to the peaceful island of Patmos Marriott International, Inc. today announced it has signed an agreement to bring The Luxury Collection to the Dodecanese Islands in Greece, following an extensive renovation of Patmos Aktis Suites & Spa. Expected to open in summer 2024, Patmos Aktis, a Luxury Collection Resort & Spa, Greece will be the only luxury resort on the peaceful Island of Patmos, a destination acclaimed for its picturesque coastline and unique, spiritual energy. Drawing inspiration from the island’s...
Remington Hospitality Adds Croc’s Resort & Casino to Management Portfolio
November 8, 2023
The move underscores the hotel management company's commitment to growth through investment in new markets, wellness travel, and strategic partnerships Dallas, TX — November 8, 2023 — Remington Hospitality, a leading hotel management company, today announces its strategic expansion into the Caribbean market. After a third quarter filled with meaningful domestic growth, the company has begun managing Croc’s Resort & Casino in Costa Rica, marking the management company's first property in the region. Remington Hospitality is broadening its international portfolio and has also signed on to manage Autograph Sarchi in Costa Rica and t...
Extended Stay Premier Suites – San Diego – San Marcos Opens in California
Extended Stay America | November 8, 2023
Charlotte, NC, November 8, 2023 — Extended Stay America®, the leading mid-priced extended stay hotel brand family in the United States with more than 700 hotels, announced today the opening of the Extended Stay Premier Suites – San Diego – San Marcos, located in San Marcos, California. All spacious suites in the four-story, 122-room property include fully equipped kitchens with full-size refrigerator, microwave, stovetop, signature bedding, and recliners. Free wi-fi, premium cable, a fitness room, and on-site guest laundry also ensure that guests have all the comforts of home. As with all hotels within the portfolio, guests can count...
Auberge Resorts Collection Names Justin Robbins as General Manager for Goldener Hirsch
Goldener Hirsch, Auberge Resorts Collection | November 8, 2023
DEER VALLEY, Utah (November 8, 2023) - Auberge Resorts Collection is pleased to announce the appointment of Justin Robbins to general manager of Goldener Hirsch, Auberge Resorts Collection, the collection’s Austrian ski chalet-inspired mountain retreat in the year-round destination of Deer Valley, Utah. “Coming off the incredible award as the #1 Resort in the United States, I’m thrilled to be joining the Auberge Resorts Collection family and leading a talented team at Goldener Hirsch,” Robbins says. “I look forward to welcoming guests to our intimate, authentic mountain resort that transports guests to the most beautiful wi...
Will Brandon Appointed Area Director of Sales and Marketing at Alila Ventana Big Sur
Alila Ventana Big Sur | November 8, 2023
Alila Ventana Big Sur, an intimate luxury retreat along the Pacific Coast Highway, is pleased to announce the appointment of Will Brandon as the new Area Director of Sales and Marketing for Alila Ventana Big Sur. With over a decade of experience in the luxury hospitality industry, Brandon is dedicated to cultivating a culture of well-being, diversity, equity, and inclusion to his team – while bringing a wealth of knowledge, management experience and dynamic leadership to his new role at Alila Ventana Big Sur. Beginning his career in Auckland, New Zealand at a marketing consultancy agency, BRR Hospitality Consulting, Brandon quickly foun...
Hilton’s Vice President of ESG and Global Head of Sustainability, Jean Garris Hand, Represents AHLA, Highlights ‘Responsible Stay’ in Senate
AHLA | November 8, 2023
WASHINGTON (Nov. 8, 2023) – Today, Hilton’s Vice President of Environmental, Social and Governance (ESG) and Global Head of Sustainability, Jean Garris Hand, testified on behalf of Hilton and the American Hotel & Lodging Association (AHLA) to the U.S. Senate Subcommittee on Tourism, Trade and Export Promotion. The hearing, titled “Sustainable Tourism for a Thriving Economy,” explored how to build a sustainable travel and tourism sector while balancing the needs of businesses, visitors, and local communities. Ms. Garris Hand’s written and spoken testimony highlighted how AHLA’s Responsible Stay initiative is rallying the h...
Latin America’s Hotel Construction Pipeline Surges in Q3 2023 With New Projects and Construction Start Initiatives
Lodging Econometrics | November 8, 2023
November 8, 2023 – PORTSMOUTH, NH – In the Latin America Construction Pipeline Trend Report from Lodging Econometrics (LE), analysts report the total construction pipeline stands at 579 projects/95,144 rooms at the close of Q3 2023. The region’s pipeline project counts are up slightly, at 6% year-over-year (YOY) by projects and 5% YOY by rooms. At the Q3 close, there were 93 new project announcements (NPAs), accounting for 415,416 rooms, marking the largest number of new project and room announcements in Latin America since Q2 2017. Similarly, construction starts are the highest they’ve been since Q3 2019, standing at 54 projects/9,43...
Arch Amenities Group Expands Business Operations Into Canada With the Acquisition of Personal Best
Arch Amenities Group | November 8, 2023
ROCKVILLE, Maryland (Nov. 8, 2023) – Arch Amenities Group, a full-service global provider of wellness, spa and amenity management and meeting services for commercial and residential properties, hotels, private clubs and pools, today announced its expansion into Canada with the acquisition of Personal Best Health and Performance Inc., a Canadian leader in corporate wellness services. Personal Best, based in Palgrave, Ontario, Canada, provides consultative and management services designed to maximize the benefit of employee fitness and lifestyle programs. The company specifies fitness equipment and layouts for building architects and desig...
Nashville Hits 31.5 Percent Meeting and Event Growth in October, According to Knowland
Knowland | November 8, 2023
October event volume increased 12.8 percent compared with last year ARLINGTON, Va. — Nov. 8, 2023 — Knowland, the world’s leading provider of data-as-a-service insights on meetings and events for hospitality, reports Nashville experienced strong growth for meetings and events since last year at 31.5 percent. Las Vegas came in second with 20.3 percent year-over-year growth. Overall, U.S. industry growth of meetings and events increased by 12.8 percent. This data is sourced from Knowland’s sales intelligence platform designed to help hoteliers build and protect a hotel’s revenue base. Nashville was the hot spot for conventio...
Paramount Lodging Advisors Successfully Transacts Chicago Renaissance OHare Hotel
Paramount Lodging Advisors | November 7, 2023
CHICAGO, IL - Paramount Lodging Advisors (PLA) has successfully executed the sale of a Marriott-branded Renaissance Hotel situated minutes from Chicago O’Hare International Airport. Managing Director Mike Schlictman and Director Andrew Makhlouf, along with Partners Bennett Webster and Brent Clemens represented the seller in the transaction. The full-service 362-key Renaissance Hotel opened in 2005 and features over 9,000 SF of meeting space and the Asado Urban Grill restaurant. The upscale property is ideally located in the top 3 MSA market of Chicago....
WTTC First-of-a-Kind Report Reveals DEIB Efforts in Travel & Tourism
The World Travel & Tourism Council | November 7, 2023
Kigali, Rwanda — 7 November 2023— The World Travel & Tourism Council (WTTC) unveiled today its first-ever global Travel & Tourism report focussing on Diversity, Equity, Inclusion and Belonging (DEIB) during its Global Summit, taking place in Kigali. The report “Creating Belonging: Diversity, Equity, Inclusion & Belonging in Travel & Tourism” is the result of a collaboration between WTTC and HospitableMe, a global leader in inclusive hospitality. Supported by AIG Travel, the report offers data around Travel & Tourism employment, aiming to equip both the public and private sector the tools they need to spark ch...
DD Partners, Peachtree Group and Woodbine Development Join Forces To Develop Embassy Suites Gulf Shores
Peachtree Group | November 7, 2023
GULF SHORES, ALA. (Nov. 7, 2023) – DD Partners, LLC of Birmingham, Alabama, and Marietta, Georgia, Peachtree Group of Atlanta and Woodbine Development Corporation of Dallas announced the development of Embassy Suites Gulf Shores, a full-service resort overlooking the Gulf of Mexico and its renowned white sand beaches – located in Alabama’s No. 1 tourism destination, the City of Gulf Shores. Now underway, Embassy Suites Gulf Shores is a joint venture among the three firms. DD Partners and Woodbine are leading development and asset management efforts, and Peachtree will manage operations for the resort upon completion in summer 202...
The Continued Recovery of the New Orleans Lodging Market
Lauren Hock | November 7, 2023
By Lauren Hock New Orleans consistently ranks among the top leisure destinations in the United States due to its reputation for food, drink, and music; the preserved Vieux Carré (French Quarter); and its innate culture of hospitality. In 2020, New Orleans’s most popular event, Mardi Gras, was held on February 25, but the city shut down on March 20 as COVID-19 infection rates began to increase. Thus, Jazz Fest and other conventions, events, and festivals for the rest of that year were canceled. After stay-at-home orders were lifted, New Orleans was one of few cities on the Gulf Coast to impose capacity limits and enforce vaccination ...
