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
General Manager Kevin Kelly Tapped to Lead The Resort at Pelican Hill
The Resort at Pelican Hill | September 17, 2024
NEWPORT BEACH, CA (September 17, 2024) – Newport Beach’s five-star, five-diamond The Resort at Pelican Hill proudly announces the appointment of General Manager Kevin Kelly. Bringing over 25 years of hospitality experience to his new role, Kelly will serve as an invaluable leader ensuring the award-winning Resort’s enduring success as a Marriott luxury property. Responsible for the day-to-day operations, Kelly is focused on elevating the service culture and curating exceptional guest experiences while capitalizing on growth through Marriott channels. An established leader in luxury hospitality, Kelly’s extensive background and fa...
Alexander Hotel Appoints Alejandro Gallegos as General Manager
Alexander Hotel | September 17, 2024
Seasoned Hospitality Leader Brings Over 20 Years of Experience to Mexico City’s Premier Luxury Hotel Mexico City, MX (September 17, 2024) – Alexander Hotel announces the appointment of Alejandro Gallegos as General Manager of its newly-opened luxury boutique property in Mexico City’s iconic Torre Virreyes skyscraper. Alejandro brings over 20 years of extensive experience in hotel management, having held leadership roles across Mexico, Argentina, and Uruguay, and is now tasked with leading the hotel as it makes its mark on the city’s vibrant hospitality scene. With a background that includes overseeing the operations of high-en...
Hjortviken Country Club Sides With Vingcard for the Latest in Sustainable Security Access Technology
Vingcard | September 17, 2024
High-end Swedish destination owned by ESS Group adopts Vingcard door lock solutions proven to heighten guest safety and convenience while minimizing environmental impact. Stockholm –September 17, 2024 – Vingcard, an ASSA ABLOY company and provider of advanced technologies for the hospitality industry, is pleased to announce the adoption of several of its cutting-edge door lock solutions by Hjortviken Country Club in Hindas, Sweden. Managed by ESS Group, the soon-to-be-opened Hjortviken Country Club, together with the support of Vingcard and BRA Bygg construction company, is setting its sights on delivering a refined guest stay experience...
Where Your Hotel’s Finance Team Should Be at This Point in Budget Season
Jill Wilder | September 17, 2024
By Jill Wilder, President of Aptech It’s that time of year – budget season. "Budget" – even the word sounds daunting to most people. The good news is the budgeting process for your hotel doesn't have to be overly difficult. The key assets when building a budget for your hotel company are: ✓ Organization ✓ Teamwork – with all departments supplying their input and information without delay. ✓ Hotel-specific software – to help your finance team gather accurate data across your portfolio and easily provide their recommended budget on time. Let's Start with the Basics A hotel budget is essentially a financial plan and strat...
SiteMinder Pioneers Mobile-First Intelligence, Partners With IDeaS to Make Dynamic Revenue Management Accessible to All Hotels
SiteMinder Limited | September 17, 2024
MINNEAPOLIS, Sept. 17, 2024 – SiteMinder, the world’s leading hotel distribution and revenue platform, is heralding a new era of revenue management for hotels with the unveiling of ‘Dynamic Revenue Plus,’ the only solution for hotels to both access live market intelligence and take immediate action on their bookable inventory, pricing, and distribution strategy. Unlike revenue management systems that have traditionally been accessible to a limited number of hotels, the dual capability within Dynamic Revenue Plus means any hotel can, for the first time, use one mobile-first system to optimize its revenue based on market demand. Dynami...
Debunking Common Myths About AI: Why Human Hotel Staff Are Still Irreplaceable
John Smallwood, President of Travel Outlook | September 17, 2024
By John Smallwood, President of Travel Outlook September 2024 As technology evolves, Artificial Intelligence (AI) has become a valuable tool across industries, especially in hospitality. However, with this rapid advancement, misconceptions about AI's role in replacing human workers have also surfaced. Conversational AI systems like Annette, the Virtual Agent™ (Annette) from Travel Outlook, complement rather than replace human staff. Dive in below as we address some widespread myths and explain how AI supports hotel teams in providing an exceptional guest experience. Myth 1: AI Systems Work Right Out of the Box A misconception i...
The Hospitality Customer You Didn’t Train For
Jim Lopolito | September 16, 2024
By Jim Lopolito Fundamentals in Accident Training Shaping how well we execute service to our guests is a primary function of hotel and restaurant training. From the front of house to the back, and the first floor to the top floor, we support our teams on the path to guest experience and financial rewards. This is fundamental and we hope that nothing gets in the way of our dreams. There is, however, the likelihood your practices are overlooking a component of training that is allowing significant risk to your success. In simple terms, if you assume your employees are performing their responsibilities correctly in protecting guests ...
São Paulo Hotel Room Rates Reached Record High in August
CoStar Group | September 16, 2024
WASHINGTON – 16 September 2024 – São Paulo posted its highest monthly average daily rate and second highest revenue per available room (RevPAR) on record, according to August preliminary data from CoStar. CoStar is a leading provider of online real estate marketplaces, information, and analytics in the property markets. August 2024 (year-over-year % change): Occupancy: 67.8% (+3.2%) ADR: BRL717.98 (+20.6%) RevPAR: BRL486.92 (+24.5%) The first night of the Concrete Show (Tuesday, 6 August) drove highs across each of the three key performance metrics: occupancy (91.6%), ADR (BRL794.57) and RevPAR (BRL727.50). The secon...
McKibbon Hospitality Opens Moxy Asheville in North Carolina
MOXY HOTELS | September 16, 2024
ASHEVILLE, N.C., Sept. 16, 2024-- Moxy Asheville, North Carolina's first Moxy flagship, is officially open and accepting reservations. The six-floor, 115-room property celebrated its opening with a ribbon cutting ceremony and remarks from project partners and local dignitaries. Primely located on Biltmore Avenue, Moxy Asheville strays from the norm, bringing a vibrant and stylish new lodging option to the downtown landscape. Creating a truly unique guest experience, guests are greeted with a complimentary cocktail, mocktail or coffee along with their room key upon check-in at Bar Moxy– a celebrated fixture of the Moxy brand that set...
Certares and TMGOC Ventures Acquire The Ray Hotel, Curio Collection by Hilton, in Delray Beach, FL
Certares | September 16, 2024
141-room lifestyle hotel is well-situated in growing market with strong lodging demand DELRAY BEACH, Fla., Sept. 16, 2024 -- A joint venture between Certares, a leading global investment firm focused exclusively on the travel and hospitality industries, and TMGOC Ventures, a real estate investment firm based in Boca Raton, FL and Charleston, SC, today announced that it has acquired The Ray Hotel, an acclaimed 141-room hotel in Delray Beach, FL. The Ray, which opened in September of 2021, is an urban retreat located in the heart of Delray Beach's vibrant restaurant, arts, and cultural scene. The hotel's three full-service dining out...
Montage Big Sky Names Tiffany Irwin as Director of Sales & Marketing
Montage Big Sky | September 16, 2024
BIG SKY, Montana (September 16, 2024) – Montage Big Sky announces the appointment of Tiffany Irwin as director of sales & marketing. With two decades of experience at leading luxury hotel and resort brands, Irwin will oversee all aspects of sales, revenue management, marketing, public relations, meetings, and events for Montage Big Sky. Irwin will be a key member of the resort’s executive committee, working with a talented leadership team to continue to drive the success of the resort. “Irwin’s proven track record and deep expertise in the hospitality industry makes her an invaluable addition to the executive team at Montage ...
Residence Inn by Marriott Los Angeles Burbank/Downtown Completes Renovation
Residence Inn by Marriott | September 16, 2024
Burbank, CA – September 16, 2024 – Residence Inn by Marriott Los Angeles Burbank/Downtown, located at 321 Ikea Way in downtown Burbank, has announced the completion of its renovation. The 166-room all-suite property is owned by Apple Hospitality REIT, Inc. and managed by Marriott International, Inc. Interior Image Group was responsible for the new design and context of the makeover and Salisbury Moore handled construction for the project. The renovation includes new carpeting, wall vinyl, paint, custom artwork, backlit bathroom mirrors and furniture in the guest rooms, as well as a newly redesigned lobby with stylish furniture and n...
Pendry Hotels & Resorts Appoints Parag Athavale as General Manager of Sagamore Pendry Baltimore
Sagamore Pendry Baltimore | September 16, 2024
ORANGE COUNTY, CALIF. (September 16, 2024) - Pendry Hotels & Resorts is pleased to announce the appointment of Parag Athavale as the new General Manager of Sagamore Pendry Baltimore. With over two decades of experience in the hospitality industry, Parag brings a wealth of knowledge and expertise that will further elevate the guest experience at the iconic waterfront hotel. Athavale joins Sagamore Pendry Baltimore from his most recent role as Hotel Manager at Pendry Washington DC - The Wharf, where he played a crucial role in the hotel's opening and successfully led various innovative initiatives. Prior to his role in DC, Athavale held...
Renaissance Orlando Resort and Spa Opens in Disney Springs Resort Area Following Multimillion Dollar Renovation
Renaissance Orlando Resort and Spa | September 16, 2024
ORLANDO, FL – September 16, 2024 – Located in the Disney Springs® Resort Area in Lake Buena Vista, Florida, Renaissance Orlando Resort and Spa is now open for accommodations, meetings and events, spa, and dining experiences. Renaissance Hotels, part of Marriott Bonvoy’s global portfolio of over 30 extraordinary hotel brands, is known for connecting travelers to the spirit of the neighborhood through unexpected discoveries. The full-service resort features 394 newly appointed guest rooms, more than 25,000 square feet of indoor and outdoor meeting space, a zero-entry pool and hot tub, and signature farm-to-table restaurant, American Kitc...
HSMAI Announces First Ever Commercial Futures Forum
HSMAI | September 16, 2024
McLean, VA (Sept. 16, 2024) – The Hospitality Sales and Marketing Association International is excited to announce the first ever Commercial Futures Forum, which will take place on Oct. 28, 2024 in San Antonio, TX, held in conjunction with The Hospitality Show produced by AHLA and Questex. This inaugural event, planned by an HSMAI steering committee of Chief Commercial Officers, will bring together top commercial leaders to explore the evolving dynamics of business travel and loyalty within the hotel industry. The half-day forum, themed “Understanding the Changing Dynamics of Business Travel,” will address the commercial impacts o...
Rancho Santana Appoints Vandeilson Santi as Executive Chef
Rancho Santana | September 16, 2024
Rancho Santana, an expansive 2,700-acre resort and residential community along Nicaragua’s Emerald Coast, is delighted to unveil its culinary reimagination led by the newly appointed Chef Vandeilson Santi. This exciting evolution, launching in 2024 and continuing into 2025, will enhance the dining experience across the resort’s four distinct restaurants, starting with signature restaurant La Finca y El Mar and extending to El Café, La Taqueria and La Boquita. "We are thrilled to welcome Chef Santi to lead our culinary team," expressed Luke Maish, CEO of Rancho Santana. "His global perspective combined with our efforts towards sustaina...
The Ritz-Carlton Debuts in Morocco With the Opening of The Ritz-Carlton Rabat, Dar Es Salam
THE RITZ-CARLTON HOTEL COMPANY, LLC | September 16, 2024
The Ritz-Carlton today announced the opening of The Ritz-Carlton Rabat, Dar Es Salam, debuting a palatial oasis of contemporary majesty in Morocco. Nestled within 440 hectares of forest and lush gardens, just steps away from the Royal Golf Dar Es Salam, this opulent palace promises an unparalleled experience in the heart of Morocco's capital. “The debut of The Ritz-Carlton Rabat, Dar Es Salam marks a significant milestone for the Ritz-Carlton brand as we expand our footprint on the African continent and celebrate our first property in Morocco,” said Helen Leighton, Vice President Luxury Brands, Europe, Middle East and Africa, Marriott...
Mike Metcalf Appointed President of HQ Hotels by sbe
sbe | September 16, 2024
[LOS ANGELES, September 2024] — HQ Hotels & Residences, the newly launched lifestyle hospitality brand spearheaded by sbe Chairman & CEO, Sam Nazarian, has appointed Mike Metcalf as President of HQ Hotels. With over 40 years of experience in the hospitality industry, Metcalf joins the HQ Hotels team from Crescent Hotels & Resorts, where he served as COO, Executive Vice President, Senior Vice President, Operations and Vice President Business Development over his 18 years with Crescent. Throughout his tenure he had a strong focus on the company’s expansion and development. As VP of Business Development the company purchas...
Metasearch Pricing Models Explained/GCommerce Solutions
Metadesk | September 16, 2024
Metasearch Pricing Models Explained/GCommerce Solutions With various metasearch advertising pricing models to choose from, how do you pick the best one? Our breakdown outlines each model's pros, cons, and ideal property types. ...
Hospitality Industry Leaders Named Penn State Conti Professors for 2024-25
Penn State’s School of Hospitality Management | September 16, 2024
UNIVERSITY PARK, Pa. — The Penn State School of Hospitality Management has named Alan Horowitz, vice president of enterprise sustainability at Aramark, and Rick Garlick, principal consultant of Richard Garlick and Associates Consulting and Research Services, as its 2024-25 Walter J. Conti visiting professors. The Conti Professorship program brings hospitality industry leaders and scholars to serve as guest lecturers and mentors with students in the Hospitality Management program and to connect with faculty members and researchers in the school. As part of its 36th anniversary, Horowitz and Garlick represent the continued growth and suc...
Percipia Collaborates With Amazon’s Alexa Smart Properties Hospitality to Launch VIVA+
PERCIPIA | September 16, 2024
CHICAGO, September 16th, 2024 – Percipia, a leading provider of hospitality phone systems and enhanced guest room technology for hotels, resorts, casinos, and conference centers, announces the release of VIVA+, an all-in-one hospitality solution built on Alexa Smart Properties (ASP) for Hospitality that is available now to all new and current Percipia clients. VIVA+ integrates Percipia’s IP phone system, Frequency PBX and Frequency Stratus, and guest voicemail solution, Precision Voicemail, by utilizing their middleware engine, Parallax. VIVA+ transforms the guest experience by offering a comprehensive suite of features in a single, sl...
U.S. Hotel Results for Week Ending 7 September
CoStar Group | September 12, 2024
WASHINGTON – 12 September 2024 – The U.S. hotel industry reported lower performance results than the previous week, according to CoStar’s latest data through 7 September. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. 1-7 September 2024 (percentage change from comparable week in 2023): Occupancy: 57.8% (-4.2%) Average daily rate (ADR): US$149.67 (-1.0%) Revenue per available room (RevPAR): US$86.48 (-5.2%) Among the Top 25 Markets, Houston saw the highest year-over-year increases in occupancy (+8.0% to 57.1%) and RevPAR (+18.5% to US$65.62)....
The Secret to Outperforming the Competition: It’s Not Just About Customers
Shep Hyken | September 12, 2024
In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove, who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence. She said, “I disagree – I think companies that put their employees at the center are the companies that outperform their competition.” Well said, Heather … and I agree. Her point is that if you put employees first and show them they are valued and appreciated, a great ...
Massimo Brancaleoni Joins Kempinski Hotels as Chief Commercial Officer
Kempinski Hotels | September 12, 2024
Geneva, 12 September 2024 –The luxury hospitality group Kempinski Hotels is proud to announce the arrival of Massimo Brancaleoni as of 1 November 2024. Amanda Elder steps down to pursue other opportunities. An Italian national, Massimo Brancaleoni, who most recently held the position of Senior Vice President Sales and Revenues at Silversea Cruises, brings over 25 years of commercial experience to his new role as Chief Commercial Officer. He has a proven track record of leading large teams and developing profitable global sales strategies. Massimo spent a significant part of his career, a total of 20 years, with the cruise ship company ...
