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
Standard International Unveils New Hospitality Brand, “The StandardX”
Standard International Holdings | July 29, 2024
This August, the iconic lifestyle hotel brand debuts its inaugural concept in Melbourne, Australia As times evolve and people change, so do hotels, and no brand captures this transformation quite like The Standard, a pioneer of lifestyle hotels. With a rich history of igniting cultural shifts while delivering unforgettable hospitality in marquee locations such as New York, Miami, London, and Bangkok, as well as chic outposts in Hua Hin, Ibiza, and the Maldives, The Standard is no stranger to reinvention. And just as every elegant it-girl has her wild side, so does The Standard. Enter The StandardX, Melbourne – opening on August 8 – th...
AI 101: A Primer on How It Is Structured
HFTP | July 29, 2024
Artificial intelligence (AI) is a term that dominates conversations in many contexts. However, many people struggle to provide an explanation of what AI is and how it functions. The release of OpenAI's ChatGPT in 2022 has reignited the hype surrounding AI, but this excitement is not new. AI has been a topic of interest since 1956, when John McCarthy organized a conference in Dartmouth, New Hampshire, where scientists gathered to discuss and explore the possibilities of AI. The term "artificial intelligence" was first used at this event, which marked the beginning of a field that has continued to fascinate and develop ever since. How is AI de...
Eliminate Customer Anxiety
Shep Hyken | July 29, 2024
If you have been to a Disney theme park, you know about standing in long lines. There are also signs that tell you how long your wait will be. Guests like this. When you use Uber or Lyft for transportation, they not only tell you how long before your driver arrives, they also show you a map where you can track how close (or far) the driver is from where you are waiting. When you order anything from Amazon, you receive at least three emails. The moment you place an order, you receive an email confirmation. Another email shows up in your inbox to let you know your order has shipped. And then, another email is sent once the order arriv...
AI in hospitality: Personalizing and Enhancing Guest Services
EHL Group | July 29, 2024
This article was written as part of HFTP Digital Horizons 360 Symposium in Palma de Mallorca and also appeared in the inaugural issue of HFTPs magazine TechFin Hospitality. In the fast-paced world of hospitality, guest service is undergoing a transformative shift, due to the further digitalization and the growing importance and integration of Artificial Intelligence (AI) technologies. Of course, some of these changes are happening at a very slow pace or have so far not been visible for the customers, but one thing is for sure, that the implementation of AI in guest services is developing rapidly. Where certainly big hotel chains are ...
Berlin Market Pulse 2024 – A Bright Outlook
Julia Dzerkach | July 29, 2024
Berlin, Germany’s largest city with a population exceeding 3.7 million, is a vibrant hub of culture, innovation and diversity. Renowned for its top universities, dynamic sports events, world-class museums and captivating arts scene, Berlin offers a rich tapestry of experiences. With residents of 190 different nationalities, Berlin embraces inclusivity and creativity, making it a truly cosmopolitan destination. Tourism Demand As a business, leisure and meetings destination, there are many reasons to visit Berlin. Its economy is led by the service, technology and creative sectors, strengthened by the city’s emphasis on research and de...
ibis Styles Sepang KLIA Opens at Kuala Lumpur International Airport
ibis Styles | July 29, 2024
ibis Styles, a design-led brand from Accor, proudly announces the opening of ibis Styles Sepang KLIA. Located just 1.2 kilometres from Kuala Lumpur International Airport (KLIA), this vibrant hotel reimagines airport layovers with its resort-inspired design and exceptional service. Offering trendy and affordable accommodation, ibis Styles Sepang KLIA caters to business travellers, transit passengers, and families. The hotel features the largest saltwater-treated pool in the area, perfect for refreshing before or after a flight. The open-concept design creates a relaxing resort ambiance, with a refreshing breeze throughout the property....
Hilton Expands Global Footprint with Debut of Flagship Property in the Heart of Kathmandu, Nepal
Hilton | July 29, 2024
The tallest hotel in Kathmandu, this 172‑room property offers guests unparalleled views of the Himalayan mountains, as well as flexible and hyper‑personalised experiences. KATHMANDU, Nepal — Hilton (NYSE: HLT) announces the grand opening of Hilton Kathmandu, marking the leading hospitality company’s foray into Nepal. Located in the heart of the Kathmandu Valley, the hotel is located in Naxal, just four kilometres from Tribhuvan International Airport and minutes away from tourist attractions such as Thamel and Durbar Marg – considered to be the heart of the city – making it an ideal base for both business and leisure traveller...
AAHOA Applauds NYC Council’s Decision to Postpone Safe Hotels Act Hearing
AAHOA | July 29, 2024
ATLANTA, GA, July 29 – AAHOA (Asian American Hotel Owners Association) welcomes New York City Councilwoman Julie Menin's recent announcement to postpone the hearing on the Safe Hotels Act, a decision that follows last week's announcement of the bill's concerning rapid introduction and development. If enacted, it would prohibit hotels from operating without an additional license, including preventing the use of subcontractors for core functions such as housekeeping, front desk, and security. Councilwoman Menin stated via X on Sunday afternoon, following conversations with the Hotel Association of New York City and the Hotel and Ga...
Hotel Granada Announces Key F&B Leadership Ahead of August Opening
Hotel Granada | July 29, 2024
Hotel Granada, the highly anticipated boutique hotel by Aparium Hotel Group opening this August in Midtown Atlanta, is pleased to introduce two members to its executive leadership team: Chef Jaime Cubias as Executive Chef and Rae Doyle as Director of Food & Beverage. With 120 rooms, the meticulously restored 101-year-old Hotel Granada celebrates Aparium’s signature commitment to community connectivity and authentic charm through its main restaurant, Pom Court, led by Cubias and Doyle. Mirroring the hotel’s historic aesthetic, Pom Court features an indoor-outdoor dining experience centered around a courtyard reminiscent of old-world...
The Ritz-Carlton, Denver Welcomes New Executive Chef David Schaumburger
ELWAY’S Downtown | July 29, 2024
Introducing David Schaumburger: A Culinary Journey from Germany, Across the Middle East, to the Mile High City DENVER, COLORADO (July 29, 2024) – Today, The Ritz-Carlton, Denver, Denver’s longest-holding Five Diamond hotel, is pleased to announce the appointment of David Schaumburger to the role of executive chef overseeing all culinary operations including the hotel’s newly renovated signature restaurant, ELWAY'S Downtown. Chef David’s wealth of international culinary experience and passion for excellence will contribute to the reimagined space and experience at the beloved contemporary steakhouse and the hotel as a whole. As Ex...
Hotel Per La Appoints Leadership Team
Hotel Per La | July 29, 2024
The Downtown Los Angeles Hotel Welcomes New Director of Sales and Marketing, General Manager, and Executive Chef LOS ANGELES, CA (July 29, 2024) – Hotel Per La, an Italian-inspired urban escape in the heart of Downtown Los Angeles, announces today three new appointments to its leadership team across the hotel and its dining concepts. On the hotel side, Kayleen Morgan joins the team as the new Director of Sales and Marketing, and George Unseld as the property’s new General Manager, while Joey Roacho transitions from Chef De Cuisine to Executive Chef of Hotel Per La, all bringing extensive experience to each of their new positions. In...
Robotics, Hotels and Storytelling
PolyU School of Hotel and Tourism Management | July 29, 2024
With rapid technological progress and a renewed emphasis on health and safety in the wake of COVID-19, more and more Chinese hotels are relying on robotics to facilitate customer service provision. Yet we still know little about how such service robots influence customers’ brand experience – a critical determinant of hotels’ growth and profitability in today’s highly competitive market. Rising to this challenge, Dr Vincent Tung of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-researcher bridge the gap between tourism and humanities research to explore customers’ narratives of hote...
Hospitality Financial Leadership: The Early Arrival Program
David Lund | July 29, 2024
With my workshops and speaking, I often do an exercise where I challenge each leader to find a minimum of $250 in next month's forecast. That can be savings in the form of reduced payroll or expenses. It can also be a source of new revenue. The participants come up with some amazing ideas that really work. The great thing about these ideas is that we almost always get to repeat and compound. An idea that works next month just works EVERY month. Read more about creating asset value here. In this piece, I am going to share one of the best revenue-generating and guest-pleasing ideas that my clients have come up with. It’s something that ju...
AHLA Statement on Decision To Delay NYC Council Hearing on Hotel Licensing Bill
AHLA | July 29, 2024
WASHINGTON (July 29, 2024) – American Hotel & Lodging Association Interim President & CEO Kevin Carey released the following statement after the New York City Council postponed a planned July 30 hearing on a bill that would gravely harm the city’s nearly 700 hotels and their roughly 265,000 employees. “Over the last ten days, NYC’s hotel industry and the tourism economy have rallied to speak with one voice and resoundingly make clear that the Hotel Licensing bill introduced in the City Council has the potential to devastate New York City’s hotel industry. We are grateful for the support of our members, hotel industry coali...
Shiji Distribution Solutions Empowers S Hotels & Resorts With WeChat Booking Engine, Enhancing Guest Experience and Reach
S Hotels and Resorts Public Company Limited | July 29, 2024
S Hotels & Resorts partners with Shiji Distribution Solutions to introduce WeChat booking engine, significantly increasing accessibility for Chinese travelers. ATLANTA, Georgia, United States, July 29, 2024 – Shiji proudly announces the successful implementation of a WeChat booking engine for S Hotels & Resorts’ SAii hotel brand, marking a significant leap forward in guest convenience and accessibility. S Hotels & Resorts is a fast-growing luxury hotel group managing 38 hotels across several desirable global tourism destinations, from Fiji to the UK. Recognizing the growing importance of the Chinese market and the pref...
Shenandoah Mansions, the Newest Hotel From Ash, Plans February 2025 Opening
Ash | July 25, 2024
July 25, 2024 — Today, Shenandoah Mansions, the fifth hotel from hotelier Ash, launches reservations ahead of its February 2025 opening in Richmond, Virginia. Owned and designed by Ash, Shenandoah Mansions is a redbrick 73-key hotel inhabiting a six-story historic apartment building dating back to the 20th century. Once home to community leaders such as Ellen Gertrude Tompkins Kidd, a women’s suffrage activist and Pickle entrepreneur, Shenandoah Mansions exudes old-world charm through cinematic interiors with Richmond influence and references to local myths and legends. “Since first visiting Richmond, I’ve been captivated by the...
Radisson Hotel Graz Opens, Introducing the Upscale Radisson Brand to Austria
Radisson Hotel Group | July 25, 2024
With the grand opening of Radisson Hotel Graz, Radisson Hotel Group introduces its upscale Radisson brand to Austria. The newly built hotel features 232 rooms and sits in a strategic location by the central train station and offers delightful spaces in Scandinavian-inspired design, while introducing the exciting Balaustine restaurant concept to the city. Radisson Hotel Graz enjoys a location that provides easy access to all of Graz. As the capital of Styria, Austria’s self-proclaimed “green heart” known for its natural beauty and folkloric traditions, Graz is a charming travel destination known for its blend of historical and mo...
Hotel Yellowstone Opens in Jackson Hole
July 25, 2024
JACKSON, Wyo. – Hotel Yellowstone at Jackson Hole will celebrate its grand opening as the destination’s first and only adults-only hotel on Thursday, Aug. 1, 2024. Nestled atop the East Gros Ventre Butte, Hotel Yellowstone touts Jackson Hole’s sole unobstructed views of the majestic Teton Mountain Range and expansive Snake River Valley. Opening its doors to guests seeking unparalleled tranquility, complemented by opulent amenities and accommodations, the much-anticipated hotel features 36 sumptuous suites, privately housed in clusters across the property’s four acres. Guests of Hotel Yellowstone can also look forward to a heated in...
Bally’s Enters Into Merger Agreement With Affiliates of Standard General L.P.
Bally’s Corporation | July 25, 2024
Bally’s Stockholders to Receive $18.25 per Share in Cash, Representing a 71% Premium to the Company’s 30-day Volume Weighted Average Price Prior to the Initial Standard General Proposal Bally’s Special Committee Unanimously Recommended and Board of Directors Approved the Transactions and the Per Share Cash Merger Consideration In Lieu of Receiving the Per Share Cash Merger Consideration, Bally’s Stockholders Can Elect to Remain Invested in the Company via Rollover ElectionBally’s to be Combined with The Queen Casino & Entertainment PROVIDENCE, R.I.-- Bally’s Corporation (“Bally’s” or the “Company”) (NYSE: BALY) an...
Accor – First Half 2024: Solid Performances in Line With Growth Targets
Accor | July 25, 2024
REVPAR up 6% in the first half compared to H1 2023 - Net unit growth accelerated to 4.1% over the last 12 months Revenue up 11% to €2,677M EBITDA up 13% to €504M Earnings per share up 11% to €0.90 Once again in this first half-year, Accor posted solid performances, in line with the medium-term outlook we presented to our investors last year. This demonstrates the strength of our model, the operational and financial discipline of our teams, and the strong momentum of the Group and its brands. Activity in the second quarter remained strong in all regions and for all our brands, our pace of development accelerated and our le...
U.S. Hotel Results for Week Ending 20 July
CoStar Group | July 25, 2024
WASHINGTON – 25 July 2024 – The U.S. hotel industry reported higher performance results than the previous week and positive comparisons year over year, according to CoStar’s latest data through 20 July. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. 14-20 July 2024 (percentage change from comparable week in 2023): Occupancy: 73.5% (+1.0%) Average daily rate (ADR): US$165.91 (+2.4%) Revenue per available room (RevPAR): US$122.02 (+3.4%) The U.S. RevPAR level was the highest for any week on record. Among the Top 25 Markets, Houston saw the high...
Hospitality CEOs on the Industry Today: Transformation, Value, Optimism
Jeanelle Johnson | July 25, 2024
By Jeanelle Johnson The annual NYU International Hospitality Industry Investment Conference, now in its 46th year, offers a deep dive into the current and future state of the hospitality industry. This year, I had the privilege of leading a CEO panel discussion on "Innovative hospitality concepts, new spaces for expansion." I describe innovation in hospitality as the transformation of how the industry creates, delivers and captures value. Drawing from PwC’s 27th Annual Global CEO Survey, I highlighted a few key statistics to kickstart our conversation: 52% of CEOs say their top goal over the next three years is to identify new sour...
Wyndham Hotels & Resorts Reports Strong Second Quarter Results
Wyndham Hotels & Resorts | July 25, 2024
Company Raises Full-Year 2024 EPS Outlook - Company Grows Development Pipeline by 7% and System Size by 4% PARSIPPANY, N.J (July 25, 2024) – Wyndham Hotels & Resorts (NYSE: WH) today announced results for the three months ended June 30, 2024. Highlights include: Global RevPAR grew 2% in constant currency. System-wide rooms grew 4% year-over-year. Opened over 18,000 rooms globally, including over 7,000 in the S., which represented a year- over-year increase of 16%, and the first ECHO Suites Extended Stay by Wyndham. Awarded 180 development contracts globally, including 96 contracts in the S., which represented an increase of...
AI May Make Mistakes, But It Won’t Shoot a Customer
Shep Hyken | July 25, 2024
Customers are not yet 100% comfortable with AI technology. It still makes mistakes, which is frustrating. Consider these findings from our annual customer service and CX research (sponsored by RingCentral): 70% of customers said they would rather use the phone than self-service solutions including AI-fueled technologies like ChatGPT or voice recognition software. 63% of customers are frustrated when using AI or ChatGPT technologies. 56% of customers admit to being scared of AI and ChatGPT. Even with customers’ concerns and trepidation about interacting with an AI-fueled chatbot or voice recognition technol...
