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 Partners With MMS Land for New Crowne Plaza Labuan Bajo in Indonesia
IHG | October 12, 2023
Jakarta, Indonesia – 12 October 2023: IHG Hotels & Resorts, one of the world’s leading hotel companies, today announced a landmark partnership with MMS Land – the property and hospitality arm of MMS Group Indonesia. The new-build Crowne Plaza Labuan Bajo will be the IHG’s premium brand third property in Indonesia, and mark IHG’s entry into an exciting new destination as it continues its strategic growth in the country. Located next to Komodo International Airport and just 15 minutes from the waterfront on the most western tip of Flores Island, the hotel will provide the ideal base for guests to explore the area’s many...
New Gen Hospitality Opens a TownePlace Suites by Marriott in South Portland, Maine
New Gen Hospitality Management | October 12, 2023
South Portland, ME – October 12, 2023 – The 101-suite TownePlace Suites by Marriott in South Portland, Maine is now open for business. Located at 70 Maine Mall Road, the all-suite hotel will operate as a Marriott franchise, owned by New Gen Operations and managed by New Gen Hospitality Management both located in South Portland, Maine. TownePlace Suites by Marriott Portland Airport ME is nestled in a serene and tranquil neighborhood, one mile from the Portland International Jetport and offers guests convenient access to the Maine Mall which offers numerous shopping, dining and entertainment options. Additionally, the four-story property i...
Coast Victoria Hotel & Marina by APA to Launch Guestroom Renovation
Coast Hotels | October 12, 2023
Vancouver, B.C. – October 12th, 2023 – 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, today announced that Coast Victoria Hotel & Marina by APA, British Columbia, unveiled its plans for guest room renovations, set to begin in December this year with an estimated completion in the spring of 2024. These renovations will offer guests an elevated Refreshingly Local™ experience with a focus on comfort, intuitively designed rooms and suites, and unparalleled service. Nestled along the picturesque shores of Victoria Outer Ha...
M Social Phuket Debuts in the Heart of Patong
M Social Phuket | October 12, 2023
Experience a perfect combination of trendsetting design, seamless technology and gastronomical delights at the new M Social Phuket 12 OCTOBER 2023 - PHUKET, THAILAND: Patong's hospitality scene is set to reach new heights with the grand opening of M Social Phuket, a dynamic addition to the island's hotel offerings. Situated in the heart of Patong, M Social Phuket combines trendy aesthetics, modern amenities, and seamless technology to redefine the way travelers experience Phuket. Boasting a prime location just steps away from the pristine waters of Patong Beach and surrounded by trendy bars, shops and restaurants, M Social Phuket puts g...
Sarah Churchill of Benjamin West Receives ISHC’s 2023 Lori Raleigh Award for Emerging Excellence in Hospitality Consulting
ISHC | October 12, 2023
WASHINGTON, D.C., October 12, 2023: The International Society of Hospitality Consultants (ISHC) has named Sarah Churchill of Benjamin West as the recipient of the annual Lori Raleigh Award for Emerging Excellence in Hospitality Consulting. Churchill was honored at the ISHC annual conference held October 5-7 at the Park Hyatt in Washington, D.C. As the winner, Churchill received a one-year associate membership to the ISHC to further professional relationships and experience all that the Society has to offer through planned events and networking with top hospitality industry consultants from around the globe. Churchill holds a bachelor’s ...
High Turnover in the Hospitality Industry: A Result of Neglected Training
Anne-Céline Depierraz | October 11, 2023
By Anne-Céline Depierraz In the hospitality industry, providing excellent service is crucial to success. However, achieving this goal is not easy, as the industry is complex and requires a high level of dedication and skill. One of the most significant challenges faced by hospitality businesses is high staff turnover rates. The average 2021 turnover rate in the USA in the leisure and hospitality industry was 84.9% compared to the overall rate of 47.2% nationally. This trend has been a longstanding challenge for hospitality businesses, but what is causing it? One important answer to consider is: neglected training. When employees are...
Placing Wellness and Sustainability as Core Hotel Values With the Fairmont Mayakoba
Adam and Larry Mogelonsky | October 11, 2023
By Adam and Larry Mogelonsky Spread across a sprawling 45-acre ocean-facing campus with 401 rooms and suites, the five-diamond, AAA Fairmont Mayakoba has long been on our bucket list of resorts worth visiting. Just outside of Playa del Carmen in the heart of the remarkably popular sun destination that is the Mayan Riviera (especially for Canadian snowbirds like the two of us), the Fairmont Mayakoba property intrigued us because of its diverse array of amenities, its sustainable luxury approach within the broader Mexican hospitality industry and its core focus on authentic wellness experiences. But it wasn’t until we caught wind of the...
Transforming Coachella Valley: Setting the Stage for Success
Aidan Martin | October 11, 2023
By Aidan Martin, Kirsten Z. Smiley In 2022, the Coachella Valley experienced a resurgence in tourism, with visitor numbers surpassing pre-pandemic levels and spending reaching new heights. The direct visitor spending of $7.1 billion had a total economic ripple effect of $8.7 billion, showcasing the area's growing appeal. A significant chunk of this spending, more than 30%, was dedicated to lodging, including hotels and short-term rentals. Tourism is expected to remain robust throughout 2023, with major events like the Power Trip music festival in October 2023 poised to attract visitors from across the region. Acrisure Arena Sou...
IHG to Debut Kimpton Brand in Portugal With 2025 Opening in the Algarve
IHG | October 11, 2023
IHG Hotels & Resorts, one of the world’s leading hospitality companies, today premiers its Kimpton Hotels & Restaurants brand in Portugal, with the signing of Kimpton Algarve São Rafael Atlántico. This addition reinforces the strength of the Kimpton brand as part of IHG’s Luxury & Lifestyle offering in Europe, where it currently operates 93 hotels in this segment and a further 57 under development. Signed under a franchise agreement with Highgate Portugal, the hotel is expected to open in 2025 offering 149 guest rooms, more than 1,300 m2 of meeting space and multiple restaurants and bars. The hotel will also offer a roun...
Westfields Marriott Washington Dulles Debuts After a Multimillion-Dollar Comprehensive Renovation
Marriott International | October 11, 2023
Chantilly, VA – October 11, 2023 – Marriott International, Inc. is pleased to announce the completion of a comprehensive property renovation to the Westfields Marriott Washington Dulles. The four-story hotel, located at 14750 Conference Center Drive in Chantilly, Virginia has a new look and offers a refreshed aesthetic, upgraded amenities, and enhanced meeting and event spaces. This includes the total renovation of all guest rooms and suites, 21 event rooms, all public spaces, Westfields Lounge and lobby, and the addition of six pickleball courts and six tennis courts. The 336-room full-service property is owned by an affiliate of Lone St...
Distinctive Hospitality Group Opens Spark by Hilton Mystic Groton in Connecticut
Spark by Hilton | October 11, 2023
Mystic, Connecticut property is first to open as new industry-disrupting premium economy lodging option provides simple, reliable, comfortable stays at an accessible price MYSTIC, Conn. & MCLEAN, Va., Oct. 11, 2023 – Hilton (NYSE: HLT) today celebrated the grand opening of Spark by Hilton Mystic Groton, solidifying the company’s foray into the premium economy segment. With more than 400 opportunities in various stages of development, the first-ever Spark by Hilton made its debut just eight months after Hilton announced the new, conversion-only brand in January of this year. Located less than half a mile from I-95, Spark by Hilton...
PEG Hospitality Group Appoints Eren Bicakci as General Manager for Moxy Phoenix Downtown
Moxy | October 11, 2023
PHOENIX (Oct. 11, 2023) – PEG Hospitality Group, a Utah-based, full-service hospitality company, announced today that Eren Bicakci will serve as the property’s Captain, the brand’s take on the role of General Manager. The Moxy Phoenix Downtown, a vibrant and stylish hotel, is set to open its doors at the end of 2023. Situated in the historic Luhrs Building, built in 1924, the neoclassical-style building was Phoenix's first ten-story high-rise and stands as a testament to the city's architectural heritage. With its prime location in the heart of Phoenix, minutes from the Footprint Center, Chase Field and the Phoenix Convention Center,...
Kevin Baker Joins Jekyll Island Club Resort as Area Director of Sales and Marketing
Jekyll Island Club Resort | October 11, 2023
JEKYLL ISLAND, Ga. (Oct. 11, 2023) — The Jekyll Island Club Resort welcomes Kevin Baker as their new Area Director of Sales and Marketing. With over 25 years of experience in the hospitality industry, Baker brings a wealth of knowledge and innovative leadership to this historic Noble House property. Baker will facilitate all sales and marketing efforts for the resort including the Jekyll Island Club and the Jekyll Ocean Club. "It's a privilege to be a part of a resort with such an abundant legacy," Baker said. "For over a century, the Jekyll Island Club Resort has epitomized opulence and elegance. I look forward to celebrating the reso...
Kimpton Grand Roatán Resort & Spa Debuts in Western Caribbean
KIMPTON GRAND ROATÁN RESORT & SPA | October 11, 2023
ROATÁN, Honduras Bay Islands (October 11, 2023) – Kimpton Grand Roatán Resort & Spa, nestled on the picturesque West Bay Beach of Roatán Island with premiere access to the Mesoamerican Barrier Reef, is proud to officially welcome guests as of October 10, 2023. An island retreat like no other, this Caribbean gem offers 119 luxuriously appointed guest rooms, suites, and condos; four inviting restaurants and bars, state-of-the-art spa, nearly 6,000 square feet of meeting and events spaces and immersive guest experiences full of indulgence, relaxation and exciting adventure. “We are thrilled to introduce Kimpton Grand Roatán Resort...
Courtyard by Marriott New Castle Opens in Delaware
Courtyard by Marriott | October 11, 2023
New Castle, DE -October 11th, 2023- The newly developed 125-room well-appointed Courtyard by Marriott in New Castle DE, is now open to welcome guests! The hotel features upscale, stylish décor that offers a fresh take on mixing business with pleasure, while creating a unique environment for an enjoyable and relaxing time away from home. Located just off I-295 at 2180 New Castle Ave, the Courtyard is operated by Titan Hotel Group. Courtyard by Marriott New Castle is a short drive to all New Castle and Wilmington area have to offer. You will find premier dining, local breweries, and tax-free shopping all at your fingertips. Battery Park, Ch...
Do Your Hotel Leaders Truly Understand the Difference Between “Hospitality” and “Guest Service?”
Doug Kennedy | October 11, 2023
By Doug Kennedy My job as a hospitality industry conference speaker and training facilitator affords opportunities to speak with lodging industry leaders from a broad spectrum of management companies, brands, and independents. Based on my observations, I think there are a lot of leaders, including some with decades of experience who work at top-tier companies, who do not fully understand the difference between “hospitality” and “guest service.” I often hear these terms used interchangeably, yet while they are related, and while guest satisfaction requires both, they are fundamentally different concepts. Understanding the differe...
GCommerce Welcomes 8th Forbes 5-Star Property to Its Portfolio
GCommerce | October 11, 2023
Park City, UT, October 11th, 2023 - GCommerce Solutions, a leading hospitality marketing agency, has added its 8th Forbes 5-star property to its portfolio. GCommerce specializes in luxury hotels and resorts. With a focus on driving direct bookings and revenue growth, GCommerce offers customized digital marketing solutions that elevate a property’s story to the right audience, nurture that audience to capture the booking, and cultivate the long-term relationship between the guest and the property. The company’s newest Forbes 5-star client is located on a luxurious private island in French Polynesia. The property is a world-renow...
Crowne Plaza Dubai Marina Selects Knowland to Strategically Reallocate Market Share
Knowland | October 11, 2023
Luxury hotel relies on Knowland’s unique data-driven insights and analytics to qualify opportunities and optimize sales team productivity ARLINGTON, Va. — Oct. 11, 2023 — Today Knowland, the world’s leading provider of data-as-a-service insights on meetings and events for hospitality, announced the Crowne Plaza Dubai Marina Hotel selected the Knowland platform to gain access to insights into untapped industries and potential accounts, expand opportunities within the luxury hotel sector and empower sales teams to reallocate market share strategically. Located in the cosmopolitan Dubai Marina area, the IHG property provides 273 ro...
Desa Potato Head Adopts IDeaS G3 RMS Following Business Expansion
IDeaS | October 11, 2023
Hotel and resort in Bali turns to IDeaS to drive commercial performance and uncover new revenue SINGAPORE – Oct. 11, 2023 – IDeaS, a SAS company, the world’s leading provider of hotel revenue management software and services, today announced that iconic Indonesian hotel-resort, Desa Potato Head, has adopted IDeaS G3 Revenue Management System (RMS). Following a recent business expansion, this adoption will refine its revenue management approach and deliver room-type optimisation. Desa Potato Head recently expanded from a boutique property with 58 suite-only units to a diverse accommodation offering of 225 units, including suites an...
Curator Hotel & Resort Collection Welcomes Three New Members in California and Oregon
Curator Hotel & Resort Collection | October 10, 2023
BETHESDA, Md.--October 10, 2023--Curator Hotel & Resort Collection (“Curator”), a distinct collection of unique and experiential hotels and resorts, today announced the addition of three new members: Bernardus Lodge & Spa nestled in the enchanting Carmel Valley, California, The Pierside Santa Monica centered in the heart of the vibrant culture of iconic Santa Monica, California, and Salishan Coastal Lodge by SCP Hotels, located on the central Oregon Coast near beautiful Siletz Bay. These three remarkable properties celebrate nature, adventure, health, wellness, and the finest local cuisine, making them the perfect choice ...
Sheraton Fort Worth Downtown Appoints Executive Team as Hotel Undergoes Significant Transformation
Aimbridge Hospitality | October 10, 2023
FORT WORTH, Texas--The Sheraton Fort Worth Downtown has established a five-member senior executive team responsible for guiding the property’s vision and elevating the guest experience as the hotel nears completion of one of the most extensive hospitality transformations ever in the Fort Worth market. The Sheraton Fort Worth Downtown, located at 1701 Commerce Street, is managed by Aimbridge Hospitality, a leading, global hospitality management company and the world’s largest third-party operator known for delivering outstanding service and creating memorable guest experiences every day with every interaction. Headed by General Manag...
Understanding Customer Captivity: When Clients Want to Leave but Can’t
EHL Insights | October 10, 2023
Have you ever wanted to switch service providers but felt like you had no choice? If this sounds familiar, you’ve experienced customer captivity. This feeling of captivity can significantly influence how customers perceive the quality of a service and voice their dissatisfaction. However, we know little about it. How does the feeling of captivity manifest? To what extent can it harm a service provider’s business? What coping strategies do captive customers adopt? And why does this often lead to negative word-of-mouth behavior? Furrer, Yu Kerguignas, and Landry’s (2021) study delves into these questions, providing invaluable in...
ASSA ABLOY Global Solutions and Traka Americas Reaffirm Commitment to Provide Give Kids The World Families With Enhanced Security and Peace of Mind
ASSA ABLOY | October 10, 2023
ASSA ABLOY Group member organizations combine technology, resources and expertise to ensure a safe and enjoyable environment for children diagnosed with a serious illness. Stockholm –October 10, 2023 – ASSA ABLOY Global Solutions, a leading provider of advanced security technology for the hospitality industry, alongside ASSA ABLOY Group Member, Traka Americas, have combined their resources and expertise in order to donate the latest in security innovation to the Give Kids The World Village in Kissimmee, Florida. A non-profit organization with a mission to provide critically ill children and their families with dream vacation experience...
The Athens Group and Hatteras Sky Celebrate Topping Off of Asher Adams, The First Autograph Collection Hotel in Salt Lake City, Utah
Hatteras Sky | October 10, 2023
SALT LAKE CITY, UT – OCT. 10, 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 the recent topping off of Asher Adams in downtown Salt Lake City. This signature project features the adaptive reuse of the historic Union Pacific Depot Train Station which first opened its doors in 1909 along with the construction of a new, eight-story guestroom tower. The Athens Group is transformi...
