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 City of Raleigh, North Carolina Selects Omni Hotels & Resorts for 550-Room Convention Hotel
About the Greater Raleigh Convention and Visitors Bureau (Visit Raleigh): | September 21, 2023
Raleigh, N.C. (Sept. 21, 2023) – The Raleigh City Council voted today to direct the City of Raleigh staff to enter into negotiations with Omni Hotels & Resorts, in partnership with Preston Hollow Community Capital and Provident Resources Group, to develop the highly anticipated convention hotel in the core of downtown Raleigh. The dynamic addition to the Raleigh skyline will be built on an over one-acre lot across from the Raleigh Convention Center and Martin Marietta Center for the Performing Arts at the end of Fayetteville Street. Expected to open in 2027, the Omni Raleigh Hotel will be a great addition to Omni’s growing portfolio o...
The 563-key Prince Waikiki in Honolulu Welcomes Sean Ganhinhin as New General Manager
Prince Waikiki | September 21, 2023
HONOLULU (Sept. 20, 2023) - Prince Waikiki, the upscale, four-diamond property in the heart of Honolulu, is pleased to announce the appointment of Sean Ganhinhin as General Manager. In this new role, Ganhinhin will be responsible for overseeing all aspects of the hotel's operations, ensuring exceptional guest experiences and implementing strategic initiatives to elevate the hotel's reputation as a luxury destination in Hawaii. "I am thrilled to join the exceptional team at Prince Waikiki and embrace the opportunity to create unforgettable experiences for our guests,” said Ganhinhin. “I look forward to writing this exciting new chapter...
California’s Margaritaville Hotel San Diego Gaslamp Quarter Appoints Jim Hollister as General Manager
Margaritaville Hotel San Diego Gaslamp Quarter | September 21, 2023
San Diego, Calif. (September 21, 2023) – Margaritaville Hotel San Diego Gaslamp Quarter is pleased to announce the appointment of Jim Hollister as General Manager. With an exceptional background in hospitality and operations leadership, Hollister brings a wealth of experience and a proven track record of driving sustainable growth, enhancing guest experiences, and achieving outstanding sales results. In his role as General Manager, Hollister will manage and oversee daily hotel operations, maintain standards for guest satisfaction, and provide leadership and direction to the staff at Margaritaville Hotel San Diego Gaslamp Quarter. "I am ...
Outbound Hotels Launches as a New Collection of Outdoor Destination Properties
Outbound Hotels | September 21, 2023
CHICAGO (September 21, 2023) — Outbound Hotels is a new collection of locally-minded hotels and experiences in beautiful outdoor destinations from Jackson Hole, WY, to Mammoth Lakes, CA. Each property is a place for travelers to disconnect so they can reconnect with nature and what matters: good times, good people, and all-around good vibes. At Outbound, outside is just the beginning! Outbound Hotels are all about connection. Each property brings together music, local culture, and the outdoors with alternative lodging to create unforgettable experiences. While most brands open a hotel and curate activities that bring the destination ind...
Douglas Development Selects TPG Hotels & Resorts To Manage Three Buffalo, New York Properties
TPG Hotels & Resorts | September 21, 2023
September 21, 2023 (Providence, RI)— TPG Hotels & Resorts, one of the nation's premier hospitality management firms, announced today it has been selected by Douglas Development to manage three upscale independent boutique properties in Buffalo, New York. The properties include The Richardson Hotel, The Roycraft Inn, and The Mansion on Delaware. "These historic assets have been meticulously redeveloped and maintained by a premier ownership group," said Ben Perelmuter, President of TPG Hotels & Resorts. "We feel privileged to be entrusted with the management of these extraordinary properties by Douglas Development. Our sophisticate...
Sheraton Waikiki Unveils $200M Room Renovation
Sheraton Waikiki | September 21, 2023
HONOLULU, HAWAII – The Sheraton Waikiki is celebrating the completion of a multi-year, $200 million room renovation at its oceanfront resort along the famed Waikiki Beach. With breathtaking views of Diamond Head and Waikiki, Sheraton Waikiki sets the scene by the sea and is an ideal home base for travelers visiting Oahu. RESORT TRANSFORMATION The Sheraton Waikiki has undergone a major renovation of all 1,636 rooms and suites. The transformation project brought significant aesthetic and functional upgrades to guest rooms, suites, hallways and elevator landings on guest floors, function spaces, and retail experiences. Reconfiguring guest...
One Sloane Opens Its Doors in London’s Chelsea Neighborhood
Cadogan | September 21, 2023
21st September 2023 – Born out of a collaboration between the Cadogan Estate and the legendary Parisian hotelier, Costes, One Sloane opens its doors this month bringing an exquisitely conceived and designed hotel to London’s collection of extraordinary hospitality destinations. ReardonSmith, whose other work in the capital includes the restoration of The Savoy, The Beaumont in Mayfair and the renovation of The Lanesborough, were the architects, responsible for handling all phases of the project from planning to realisation of the design vision on-site. The esteemed designer Francois-Joseph Graf was the Artistic Director and Interior Desi...
Place III Hotels Opens Its First Luxury Hotel, the BoTree, in London
The BoTree | September 21, 2023
LONDON, UK (September 21, 2023): - Place III Hotels has announced the grand opening of its first luxury hotel, The BoTree. Opening Friday, September 15, 2023, the hotel comprises 199 rooms including 30 suites as well as a destination restaurant and bar, delivering a vibrant experience for all who come through its doors. One of the most anticipated launches of 2023, The BoTree captures the spirit of Marylebone’s ‘village’ life. It reflects the allure of central London with its enchanting spaces and personalized service, while establishing Place III Hotels’ own form of luxury, Conscious Luxury. Rishi Sachdev, founder of Place III Hot...
HayMax Capital Set To Open MOLLIE Aspen in Colorado
September 21, 2023
(September 21, 2023) – MOLLIE Aspen, a new 68-room boutique hotel, is now accepting reservations for early 2024. The new property comes from HayMax Capital, a leading local development firm specializing in Aspen hospitality and residential development, who enlisted award-winning studios Post Company for interior design, and CCY Architects for architecture, along with Gin & Luck, the group behind the critically acclaimed Death & Co. brand, to curate the hotel’s food & beverage programming. Drawing inspiration from the many individuals that shaped Aspen throughout its history (including the inimitable Mollie Gibson and oth...
Operto Accelerates PMS Connectivity With Hapi Integration Platform
Hapi | September 21, 2023
Hapi will facilitate streaming of data between Operto and leading hotel Property Management Systems, allowing hoteliers to build a unified and automated platform to connect their teams, guests, and smart devices. MIAMI and VANCOUVER, BC., September 21, 2023 – Hapi, the hospitality industry’s leading platform for fast and cost-effective connectivity between technology systems, has announced a new integration with Operto, a hospitality operating system that allows hoteliers to centrally manage portfolios and automate workflows across both the back and front offices. Through the integration, Operto can ingest data from the industry’s lead...
U.S. Hotel Performance for August 2023
CoStar Group | September 21, 2023
WASHINGTON – 21 September 2023 – Following seasonal patterns, the U.S. hotel industry reported lower performance results from the previous month but improved comparisons year over year, according to August 2023 hotel performance data from CoStar. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. August 2023 (percentage change from August 2022): Occupancy: 66.0% (-0.3%) Average daily rate (ADR): US$153.60 (+1.8%) Revenue per available room (RevPAR): US$101.35 (+1.5%) Among the Top 25 Markets, Oahu Island experienced the highest occupancy level (84.4%),...
The Difference Between Customer Service and Customer Experience
Shep Hyken | September 21, 2023
By Shep Hyken Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” My answer used to be easy. Customer service really drove the customer experience. That was during a time when the main way customers interacted with the companies they did business with was with people-to-people interactions. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc. It was all about delivering great customer service, which was 90% of the customer experience. Today my answer is changing, as the customer’s experien...
Federal Government Shutdown Would Cost U.S. Travel Economy $140 Million Per Day According to U.S. Travel Association Analysis
U.S. Travel Association | September 21, 2023
Six in 10 Americans would cancel or avoid trips by air in the event of a government shutdown WASHINGTON (September 21, 2023)—A federal government shutdown is estimated to cost the U.S. travel economy as much as $140 million a day, according to new analysis for the U.S. Travel Association—underscoring the dire consequences of Congress failing to pass a short-term extension by September 30. “Each day that passes will cost the travel economy $140 million, an unacceptable prospect that Congress must avoid before the clock runs out and the damages mount,” said U.S. Travel Association President and CEO Geoff Freeman. “The federal gove...
Travel Outlook Partners With MosaicVoice To Bring the Power of Artificial Intelligence to the Hospitality Industry’s Leading Call Center
Travel Outlook The Premier Hotel Call Center | September 21, 2023
SANTA FE, NEW MEXICO (September 2023): Travel Outlook, The Premier Hotel Call Center™, is pleased to announce a partnership with MosaicVoice, a groundbreaking AI call center solution that offers real-time guidance to agents. MosaicVoice and Travel Outlook partnered to develop a revolutionary tool for Travel Outlook’s call center agents to help them handle hundreds of global clients while providing on-site level customer service. MosaicVoice gives Travel Outlook agents an edge over the competition by increasing call quality and significantly reducing the amount of time required for training. MosaicVoice provides on-screen guidance fo...
PPDS Launches New Philips Professional Soundbar Bringing Powerful Audio Experiences to Hotel Rooms With Philips Mediasuite TVs
PPDS | September 21, 2023
Open2 audio experience: Extending PPDS’ family of in-room entertainment, the new Philips Professional Soundbar with a powerful built-in subwoofer has been designed and configured exclusively for Philips MediaSuite TVs, delivering more powerful and immersive audio and entertainment hotel room experiences. Amsterdam, September 2023: PPDS, the exclusive global provider of Philips professional displays and dedicated AV software solutions, is delighted to announce the launch of the powerful two in one Philips Professional Soundbar HAL5023 with built-in subwoofer, designed for Philips MediaSuite TVs. Continuing PPDS’ accelerated ‘tot...
BWH Hotels Opens the Aiden by Best Western @ Flagstaff in Arizona
BWH Hotels | September 20, 2023
Flagstaff, Ariz. (September 20, 2023) – BWHSM Hotels today announced the opening of its newest Aiden hotel in Flagstaff, Arizona, offering guests a unique and unforgettable boutique experience in Northern Arizona. Signature to the brand, the Aiden by Best Western @ Flagstaff captures the appeal and aura of Northern Arizona through subtle touches throughout the property. “We are pleased to welcome the newest addition to our growing Aiden portfolio in a town so rich with cultural diversity, natural beauty, and history,’” said Brad LeBlanc, Senior Vice President and Chief Development Officer, BWHSM Hotels. “Offering modern conveni...
Nevada’s Hyatt Regency Lake Tahoe Resort, Spa and Casino Names Lucas Curcio as Director of Food and Beverage
Hyatt Regency Lake Tahoe Resort, Spa and Casino | September 20, 2023
Incline Village, Nevada (September 20, 2023)– Hyatt Regency Lake Tahoe Resort, Spa and Casino, a spacious resort nestled in the Sierra Nevada Mountains of North Lake Tahoe, announces Lucas Curcio as the new director of food and beverage. Curcio joins the property from Park Hyatt St. Kitts Christophe Harbour where he held the title of executive chef. “We are thrilled to have Lucas join our family at Hyatt Regency Lake Tahoe,” said Kressa, Olguin, area director of marketing at Hyatt Regency Lake Tahoe Resort, Spa and Casino. “With his help, we are excited to continue providing unforgettable dining experiences for our guests.” Or...
Stanly Ranch, Auberge Resorts Collection in Southern Napa Valley, California Welcomes New General Manager Laura McIver
Stanly Ranch, Auberge Resorts Collection | September 20, 2023
NAPA VALLEY, CALIF. (September 20, 2023) - Stanly Ranch, Auberge Resorts Collection, an award-winning luxury resort sprawling over 700-acres in Southern Napa Valley is pleased to announce the appointment of Laura McIver to General Manager. Laura comes to Stanly Ranch, Auberge Resorts Collection with an illustrious list of hospitality experience that encompasses over 15 years in the role of General Manager, including Miraval Resorts in Arizona, Shutters on the Beach in Santa Monica, and most recently, at Rancho Valencia Resort & Spa, a Relais & Châteaux in Rancho Santa Fe, California. “I am thrilled to be joining the Stanly Ranch...
Daniel Haughan Named General Manager of Margaritaville Beach Resort South Padre Island in Texas
Margaritaville Beach Resort South Padre Island | September 20, 2023
South Padre Island, Texas (Sept. 20, 2023) – Today, Margaritaville Beach Resort South Padre Island announces the appointment of Daniel Haughan as General Manager. Haughan joins Margaritaville Beach Resort South Padre Island, the first beachfront property in the Margaritaville portfolio, from Summit Hospitality Group in Nashville, Tennessee. Previously, he worked as General Manager at Canopy by Hilton in San Antonio and Homewood Suites in Moab, Utah. “I’m thrilled to be joining the Margaritaville team. Together, I am confident we can deliver one-of-a-kind experiences for guests from across Texas and beyond,” said Haughan. Highline H...
Maisons Pariente Opens Le Grand Mazarin in Paris, France
Le Grand Mazarin | September 20, 2023
PARIS, France (September 20, 2023) - Maisons Pariente, the luxury hotel collection founded by Patrick Pariente and his two daughters, Leslie Kouhana and Kimberley Cohen, is pleased to announce the opening of Le Grand Mazarin, the group's first urban property in the heart of the Marais District. Situated at the corner of Rue des Archives and Rue de la Verrerie, Le Grand Mazarin emulates the heritage of Paris through a vision of whimsical yet refined luxury. Renowned Interior architect Martin Brudnizki restored the landmark property, consisting of three 14th-century buildings, to its original grandeur. The hotel boasts 50 rooms, 11 suites...
GLō Brand Debuts in the State of Georgia With the Opening of GLō Best Western Pooler – Savannah Airport Hotel
BWH Hotels | September 20, 2023
Savannah, Ga (September 20, 2023) – Today, BWHSM Hotels announced the latest property to join its energetic and exciting boutique GLō brand, GLō Best Western Pooler - Savannah Airport Hotel. The newly constructed hotel features the boldly expressive designs, electric lobby and revolutionary shared social spaces for which the boutique brand is known. GLō is designed for the contemporary traveler who aims to work smarter, play harder and live healthier as they travel, offering spacious accommodations, upgraded amenities and tech-centric spaces with an eye-catching and invigorating interior. “As we expand the GLō brand we continue to ...
IHG’s avid hotels Opens First New York Property With avid hotel Brooklyn – Dyker Heights
IHG | September 20, 2023
avid hotels – part of IHG Hotels & Resorts (IHG), one of the world’s leading hotel companies with more than 6,000 destinations across 19 brands – today announced the opening of its first New York property in Brooklyn. Operating under the ownership of SUNSHINE BROOKLYN LLC, avid hotel Brooklyn – Dyker Heights is one of many new-to-market avid hotels opening this year. The 76-room hotel will deliver the brand hallmarks – basics done exceptionally well at a fair price – that guests have come to love. With each stay, guests can expect right-size rooms designed with sound sleep in mind – complete with black-out roller sha...
Sports Illustrated Resorts and Travel + Leisure Co. Launch the Ultimate Sports-Themed and Active Lifestyle Resort Network in Leading U.S. College Town
Sports Hospitality Ventures | September 20, 2023
ORLANDO, Fla. (Sept. 20, 2023) – Travel + Leisure Co. (NYSE:TNL), the world’s leading membership and leisure travel company, and Sports Hospitality Ventures, LLC, hotel and resorts licensee for the Sports Illustrated brand across North America and the Caribbean, introduced a new concept for a network of future sports-themed resort and lifestyle complexes located in popular college towns near universities with devoted fan bases. Every Sports Illustrated Resorts campus is expected to feature a full-service hotel, a vacation club, and residential condominiums – all of which will share a unique, cohesive design that immerses guests and ...
CEO Spotlight: Former Google Exec Jens Munch Shares His Journey of Disrupting Hospitality With AI as Co-founder of FLYR for Hospitality (Formerly Know
Alan Young | September 20, 2023
By Alan Young, Hospitality Industry Advisor, College Professor, and Co-Founder of Puzzle Partner The technology sector is defined by constant motion: the relentless exchange, disruption, and evolution of big, innovative ideas brought to the table by bold, innovative minds. The most influential players in the space are those with a seemingly insatiable appetite for change and optimization, and it is precisely that hunger that has occupied Jens Munch throughout his career. Within the hospitality industry, Munch is known as the Founder and CEO of Pace Revenue – a platform created in 2016 to revolutionize how hospitality approaches revenue m...
