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
Fairmont Grand Del Mar Appoints Nenad Praporski as General Manager
Fairmont Grand Del Mar | July 15, 2024
SAN DIEGO, CA – July 15, 2024 – Fairmont Grand Del Mar announces the appointment of Nenad Praporski as General Manager. A seasoned hotelier with over 20 years of experience in the industry, Praporski returns to Fairmont Grand Del Mar, overseeing operations at the award-winning resort and leading multiple department teams to ensure its continued success. Most recently, Praporski was the General Manager at Fairmont Austin where he achieved the “Luxury Hotel of the Year” award for Accor NCA Region. Praporski was previously Executive Director of Rooms at Fairmont Grand Del Mar from 2010-2015 and is thrilled to make a return to...
Overtourism: How To Avoid It for Better Travel Experiences
EHL Insights | July 15, 2024
As the summer travel season kicks into high gear, the specter of overtourism looms large over many of the world’s most beloved destinations. In an interview with two EHL researchers and experts on the topic, we explored the multifaceted issue of overtourism and how savvy travelers can avoid the pitfalls of overcrowded hotspots by traveling during shoulder seasons, staying overnight and discovering destination dupes. Crowded beaches, congested streets and long queues at tourist attractions – these are all unfortunately familiar sightings when traveling to popular places. Even though the prices for flight tickets, hotels and trips ove...
Celebrating Two Years of Progress in National Strategy to Reenergize U.S. Travel and Tourism
International Trade Administration | July 15, 2024
Two years after the U.S. Department of Commerce issued the National Travel and Tourism Strategy and set an ambitious five-year goal to welcome 90 million international visitors annually by 2027, the Department is announcing we expect to reach that goal ahead of schedule. According to the latest estimates from the International Trade Administration, the United States expects to welcome 91 million annual visitors by 2026, surpassing the Strategy’s goal one year in advance of the anticipated timeline. In celebration of all the progress made since the launch of the National Travel and Tourism Strategy, Secretary of Commerce Gina Raimondo issue...
Travel Prices Decline, Lead the Way for Overall Economy
U.S. Travel Association | July 15, 2024
WASHINGTON - Thursday’s Consumer Price Index (CPI) release for June reveals an encouraging trend: Inflation is easing across the board—and travel-related goods and services are at the forefront. For the second month in a row, prices throughout the travel sector have fallen, and at a steeper rate than the overall economy. According to the U.S. Travel calculated Travel Price Index (TPI), prices decreased an impressive 1.4% from the previous month, led by lower hotel, airline and gas prices. In contrast, the overall economy saw a modest 0.1% decrease, the first monthly decline since 2020. Comparisons month-to-month, year-over-year, and ...
Hotel Loyalty Programs: Betting on the Law of Large Numbers
CBRE | July 15, 2024
Executive Summary Despite 5% growth in global room count last year for the five public hotel companies we analyzed for this report, an 11% increase in hotel loyalty program members resulted in a 2.5-percentage-point (pp) increase in total hotel occupancy attributable to loyalty member bookings. Loyalty programs are becoming less dominated by frequent travelers. Heavy users (30+ nights a year) comprise a declining percentage of total membership as the earning of loyalty points has become more tied with credit cards and affiliate programs and less directly with just frequent travelers. Loyalty program redemption revenues increased by...
The Ritz-Carlton, Turks and Caicos Welcomes Louella Brezovar-van Veen as New General Manager
The Ritz-Carlton Hotel Company, LLC | July 11, 2024
PROVIDENCIALES, Turks and Caicos Islands, July 11, 2024 -- The Ritz-Carlton, Turks and Caicos welcomes Louella Brezovar-van Veen as the new general manager of the luxury Caribbean hotel. With an esteemed career across various markets and spanning more than 30 years in hospitality, Brezovar-van Veen will oversee the operations for the 147-room oceanfront resort with 69 residences, located directly on the iconic Grace Bay beach. Brezovar-van Veen's extensive career in hospitality has taken her from her island roots to properties in the United States and across the Caribbean. During the past seven years, Louella has operated as t...
Reuben Brothers Appoints Auberge Resorts Collection to Operate Cambridge House in Mayfair – a New Luxury Hotel at London’s Most Storied Ad
Auberge Resorts Collection | July 11, 2024
Transforming the former In and Out Military Club, Auberge continues strategic growth in Europe LONDON, July 11, 2024 -- Auberge Resorts Collection, the award-winning portfolio of one-of-a-kind luxury hotels, resorts and residences, has been appointed by Reuben Brothers, London-based global leaders in real estate, to manage Cambridge House, the former In and Out Military Club, in Mayfair, London. The imaginative renewal of this historic property at 94 Piccadilly will capture the spirit of London like no other hotel to provide a magnetic new Mayfair destination for Londoners and international visitors alike. Set ...
BCD Survey Reveals Gap Between Travel Policy and Traveler Compliance
BCD Travel | July 11, 2024
While over half of travel buyers consider their travel policies very effective, two-thirds of travelers still book outside of the travel policy UTRECHT, The Netherlands, July 11, 2024 – While many business travelers know of and often refer to their company’s travel policy, there’s still a gap between policy awareness and policy compliance, according to a recent BCD Travel survey of 1,200+ business travelers worldwide. The survey looked at changes in travel policies and traveler satisfaction with current regulations. Travel policy awareness In a corresponding April survey of 200+ travel buyers, BCD found that two-thirds of travel...
Lessons From Gaming: What Can Hospitality Learn From Video Games?
Mews | July 11, 2024
Are you a PlayStation pro or a Nintendo novice? From consoles to PCs to phones, gaming is a multi-billion-dollar industry, with estimates valuing the worldwide market at around $350 billion. Even if your gaming experience doesn’t go beyond Pac Man or Candy Crush, there are still plenty of valuable takeaways from this innovative industry. Let’s look at how gaming can inspire us to greater hospitality – no cheat codes required. Ready, player one? The power of customization In the early 80s, games began to incorporate a radical new feature: customization. At first it was very simple: players could change their character’s name....
AHLA Statement on the Human Trafficking Awareness Training Recognition Act
AHLA | July 11, 2024
WASHINGTON (July 11, 2024) – American Hotel & Lodging Association (AHLA) Interim President & CEO Kevin Carey released the following statement today regarding the introduction of the Human Trafficking Awareness Training Recognition Act, which requires the Department of Homeland Security (DHS) to establish a certification program for businesses that train their employees to recognize and respond to suspected human trafficking. “The Human Trafficking Awareness Training Recognition Act would complement our industry’s anti-trafficking efforts by providing important third-party validation for hotels’ training and prevention initia...
Creating the Wow Factor in Hospitality
Sean Flakelar | July 11, 2024
We have all heard of the Wow Factor. We see it in architecture, the view, the interiors of a resort or in a sensational meal. We feel it in the smallest and most unexpected touches and gestures. The Hospitality Wow Factor Creating the Wow Factor in hospitality involves going beyond your guests’ expectations to deliver memorable and delightful experiences. Bringing the Wow Factor into your business will set you apart from the competition and build brand integrity. Wow Factor Contributors: Know your Surroundings Utilise the surrounding landscape (rural or urban). Know what’s in your backyard and develop local partnerships to create un...
U.S. Hotel Results for Week Ending 6 July
CoStar Group | July 11, 2024
WASHINGTON – 11 July 2024 – Due to the Fourth of July, the U.S. hotel industry reported lower performance results from the previous week and mixed comparisons year over year, according to CoStar’s latest data through 6 July. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. 30 June through 6 July 2024 (percentage change from comparable week in 2023): Occupancy: 61.3% (-0.9%) Average daily rate (ADR): US$157.27 (+0.5%) Revenue per available room (RevPAR): US$96.35 (-0.4%) Among the Top 25 Markets, New Orleans saw the highest year-over-year increases...
The Impact of Advanced Technology on Employment
Christopher Martinez | July 11, 2024
As our world has evolved, so has companies' hiring process across the workforce. Advancements in technology, including artificial intelligence or AI, have changed how employers review applications. Many employers have become reliant on technology and AI to identify quality candidates, and such a practice has negatively impacted applicants, as the usage of AI technology to review applications has significantly decreased individuals’ chances for employment. With algorithms and AI being used to review submitted applications and evaluate applicant responses in online assessments, qualified individuals who apply for open positions can be reje...
Training Customers to Do It Themselves
Shep Hyken | July 11, 2024
More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience. Each step of the process is logical and intuitive. For customer service issues, the customer is prompted through a process. Along the way, if the customer still wants ...
IHG Hotels & Resorts Accelerates Presence in Spain With Four New Signings
IHG | July 11, 2024
11.07.24 (London, UK) – IHG Hotels & Resorts (IHG), one of the world’s leading hotel companies, today announces the signing of four new properties in Spain, adding over 500 rooms across key mature markets in desirable destinations. The latest agreements demonstrate owner and guest appetite for brands across each of IHG's Luxury and Lifestyle (Hotel Indigo), Premium (voco hotels), and Essentials (Holiday Inn Express) collections, in what is one of the company's priority growth markets in Europe. (Mrs) Willemijn Geels, Vice President, Development, Europe, IHG Hotels & Resorts, commented: “We are thrilled to expand our presenc...
The Surrey, A Corinthia Hotel Set to Open in Early September in NYC’s Iconic Upper East Side
Corinthia | July 11, 2024
First built in 1926 as a residential hotel and located on the corner of East 76th Street and Madison Avenue, the original Surrey was frequented by celebrities, creatives, and world leaders, establishing an illustrious legacy. In its latest iteration, The Surrey, A Corinthia Hotel is primed to reestablish itself as one of the city’s most sought-after destinations for visitors and New Yorkers alike. Simon Casson, CEO of Corinthia Hotels says “The addition of this property represents a significant milestone for Corinthia Hotels and we are both proud and grateful for our partnership with the Reuben Brothers whose vision has made this possi...
Four Seasons Astir Palace Hotel Athens Appoints Jann Kaiser as New General Manager
Four Seasons Astir Palace Athens | July 11, 2024
July 2024, London | Four Seasons Astir Palace Hotel Athens is delighted to announce the appointment of Jann Kaiser as General Manager. Jann brings a wealth of expertise in luxury hospitality to his role, with over two decades of experience working across five countries, six cities and seven Four Seasons properties, including London, Chicago, Istanbul and Beirut. Jann’s journey in the hospitality industry began at the Hotel School The Hague in Holland, where his first tenure was secured with Four Seasons and his career began at the renowned Beverly Wilshire, Beverly Hills. He then progressed to Restaurant Manager and Director of Food &...
Mission Resort + Club Introduces Newest Additions to Food & Beverage Team
MISSION RESORT + CLUB | July 11, 2024
Historic Central Florida Resort Appoints New Food & Beverage Director and Executive Chef HOWEY-IN-THE-HILLS, FL (July 11, 2024) – Mission Resort + Club, a MMI Hotel Group property, is thrilled to introduce James Pyles, a Central Florida native with over two decades of experience in the food and beverage industry, as its new Food & Beverage Director. With a marked dedication to guest satisfaction and operational excellence, Pyles will oversee the resort’s four culinary outlets in addition to wedding, meeting and special event catering. The resort is also pleased to announce the promotion of former Banquet Chef Charles Anderson ...
Wayfinder Newport Hotel Reopens in Rhode Island Following Comprehensive Rebuild and Renovation
Wayfinder Hotels | July 11, 2024
Newport, RI (July 11, 2024) – Wayfinder Newport, the first hotel in Dovetail + Co’s expanding Wayfinder collection, re-debuts in summer 2024 after a comprehensive rebuild and renovation. Wayfinder Newport pairs contemporary coastal design with local partnerships to provide a curated hotel experience that highlights Rhode Island’s relaxed, free-spirited vibe. The property features 197 rooms, including 30 spacious suites; B-Side lobby coffee bar; The Pool Shack cocktail bar, an outdoor pool and party deck; and Nomi Park, the on-site restaurant offering bar service this season. Hotel owner and developer Dovetail + Co oversaw the creation ...
Brittain Resorts & Hotels Appoints Brittney Jones as Chief Development Officer
Brittain Resorts & Hotels | July 11, 2024
MYRTLE BEACH, S.C., July 11, 2024 — Brittain Resorts & Hotels (BRH), the leading full-service hospitality management company in the Southeast, today announced the appointment of Brittney Jones to chief development officer. In her new role, Jones will oversee the expansion of BRH’s portfolio through strategic third-party management contracts, leveraging her extensive experience in business development and sales and her established industry relationships. With a proven track record of driving results and fostering key relationships, Jones most recently was vice president of strategic partnerships with the Charleston, S.C.-based Raines ...
Renovated and Relaunched Tropicana Los Cabos Set To Open August 2024
Tropicana Los Cabos | July 11, 2024
Renovated and relaunched boutique hotel in charming San Jose del Cabo will offer travelers a tranquil and culturally immersive Los Cabos experience (SAN JOSE DEL CABO, Baja California Sur, Mexico) July 11, 2024 – The freshly renovated and relaunched Tropicana Los Cabos will open its doors this August 2024 in San Jose del Cabo. Nestled in the heart of this charming arts district, Tropicana Los Cabos, a Mexican hacienda-inspired boutique hotel, is just steps away from art galleries, swimmable beaches, biking routes and the San Jose del Cabo Harbor. The 70-room property is also conveniently located within 20 minutes of Los Cabos Internati...
Preparing an Inclusive Next Generation of Hospitality Professionals, Innisfree Hotels Partners With Project SEARCH To Train Young People with Disabili
Innisfree Hotels | July 11, 2024
Innisfree Hotels’ Project SEARCH programs in Florida have graduated over 50 student interns and hired nearly a dozen for full-time employment. GULF BREEZE, Fla. — Innisfree Hotels (innisfreehotels.com) prides itself on being an Employer of Choice in the communities across the Southeastern U.S. where it owns and manages properties. One of the ways it stands out is through an inclusive partnership with Project SEARCH (projectsearch.us), a nationwide program that prepares young people with significant disabilities for success in competitive integrated employment. Innisfree Hotels has hosted Project SEARCH sites since 2018, with current ...
HFTP, AHLA and GFC Unveil Groundbreaking 12th Revised Edition of the Uniform System of Accounts for the Lodging Industry (USALI™)
AHLA | July 11, 2024
The USALI is the worldwide, authoritative standard for lodging financial and operating reporting. The adoption date for this newest edition is January 1, 2026. AUSTIN, TEXAS (July 11, 2024) – A newly-revised edition of the Uniform System of Accounts for the Lodging Industry (USALI™) is now available, published by Hospitality Financial and Technology Professionals (HFTP®). The publication is available for purchase and download here. The revision process for the 12th Revised Edition has been overseen by the Global Finance Committee (GFC), jointly sponsored by the American Hotel & Lodging Association (AHLA) and HFTP. The G...
The Heart of a Leader
Dr. Bryan K. Williams | July 11, 2024
Why should anyone follow you? Anywhere? Seriously, that is the question that leaders must ask themselves. John Maxwell wrote, "If you think you are leading, and no one's following, then you’re just taking a walk. A cynic might ask, "who do you think you are to believe that YOU are worthy to be followed?" And if you're not careful, you might believe that only those who have been anointed with special degrees and certifications are "worthy" to lead. You might think that you're too young to lead. You might accept that you're too inexperienced to lead. You might even think that you're not competent enough to lead. All of those thing...
