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
Hyatt Reopens Hôtel Du Palais in Biarritz in France Following Restoration
Unbound Collection by Hyatt | March 29, 2021
CHICAGO - March 29, 2021 - Hyatt Hotels Corporation (NYSE: H) today announced the reopening of Hôtel du Palais Biarritz, which is part of The Unbound Collection by Hyatt brand, a collection of one-of-a-kind hotels from historic gems to revitalizing retreats. Paying homage to the property’s original architecture and history, the hotel and the majority of its 86 guestrooms and 56 suites have been meticulously restored to reflect the palace’s iconic past in French history. The only hotel with the recognition "Palace de France" on the French Atlantic coast, Hôtel du Palais in Biarritz is a majestic property that was first built in 185...
Operating Observations From 2020
Robert Mandelbaum | March 29, 2021
By Robert Mandelbaum In 2020, U.S. hotels suffered the worst year of operating performance since CBRE began tracking profitability in 1938. During the year, the average hotel in CBRE’s monthly survey of U.S. operating performance experienced a 78 percent decline in Gross Operating Profits (GOP) and achieve the lowest GOP margin (19.7%) over the past 82 years. While hotels may have earned enough revenues to cover their direct operating expenses, it is likely that the average hotel did not generate any cash from operations to cover their debt service. To track operating performance during 2020, CBRE collected monthly operating state...
STR: U.S. Hotel Results for Week Ending 20 March
STR | March 29, 2021
HENDERSONVILLE, Tennessee—U.S. weekly hotel occupancy jumped almost seven points from the previous week to the highest level in the country since early March 2020, according to STR‘s latest data through 20 March 2021. 14-20 March 2021: Occupancy: 58.9% Average daily rate (ADR): US$108.07 Revenue per available room (RevPAR): US$63.62 The 58.9% absolute occupancy was a 93.9% increase from the comparable, pandemic-affected week last year, but more importantly, represented almost 85% of occupancy regained from the 2019 benchmark. There was also more improvement in ADR, which reached 81% of the comparable 2019 level. Every...
JC Hospitality Opens Virgin Hotels Las Vegas, Curio Collection by Hilton
Virgin Hotels | March 29, 2021
LAS VEGAS – March 29, 2021 – Hilton announces the opening of the reimagined and reconceptualized Virgin Hotels Las Vegas, Curio Collection by Hilton. Owned by JC Hospitality LLC, the highly anticipated hotel is the latest addition to the Curio Collection by Hilton brand and Hilton’s expanding portfolio in the Las Vegas market. Located just off the Las Vegas Strip, Virgin Hotels Las Vegas, Curio Collection by Hilton offers guests and locals alike a distinctly authentic and one-of-a-kind Vegas experience within a resort oasis with over 1,500 chambers and suites, an exclusive spa, 12 exciting food and beverage outlets, vibrant d...
Sonesta Resort Hilton Head Island Appoints Adriaan F. Radder as General Manager
Sonesta Resort Hilton Head Island | March 29, 2021
Sonesta Resort Hilton Head Island is pleased to welcome Adriaan Radder as General Manager of the award-winning resort. In his new role, Adriaan is responsible for the successful execution of all aspects of the resort’s sales, marketing, financial and operations. Adriaan joins Sonesta Resort Hilton Head Island from his most recent position as General Manager for Mandarin Oriental in Washington D.C, a Forbes Four Star, AAA Four-Diamond hotel. There, he provided leadership support during a multi-million dollar renovation and successfully increased market and guest satisfaction score. Adriaan’s previous experience in hospitality and luxury...
Hilton Launches Female Development Program in Sri Lanka
Hilton | March 29, 2021
SRI LANKA - Hilton today announced its partnership with the Sri Lanka Institute of Tourism and Hotel Management (SLITHM) to launch Hilton Liya Diriya – a specially curated female development program in Sri Lanka. Translating to ‘female courage,’ Hilton Liya Diriya aims to provide training opportunities for local female students keen to build a career in hospitality. Selected participants will undergo two training phases to pick up practical knowledge, skills and experiences, involving a one-month period dedicated to theoretical training with SLITHM and a six-month industrial traineeship at one of Hilton’s properties in Sri La...
Atlas Hotels Selects Shiji Group’s Infrasys Cloud POS Solution Across 50 Properties
Shiji Group | March 29, 2021
BERLIN, GERMANY – March 29, 2021 – Shiji Group has recently announced that UK-based Atlas Hotels has selected its Infrasys Cloud POS solution for all 50 hotel properties the company operates under IHG Hotels & Resorts. With over two decades in the industry, Shiji’s Infrasys Cloud POS, has built a game-changing cloud-based point-of-sale system with the ability to work on most existing hardware with additional offline capabilities. Atlas Hotels is currently Europe’s biggest franchisee of IHG Hotel & Resort’s Holiday Inn Express and owns and operates 50 properties, in addition to one Hampton by Hilton property. “We a...
Hotel Debt Markets Improving as Major Lenders Return to Market
JLL | March 29, 2021
NEW YORK – March 29, 2021 – As the lodging industry continues to head down the road to recovery, JLL’s Hotel Investment Banking team is ramping up efforts, being actively engaged on over $2 billion in financing assignments, as the hospitality debt market is showing a strong resurgence. “We’ve been pleasantly surprised by the rapid recovery of the hospitality debt markets over the past several months,” said Senior Managing Director Kevin Davis, who leads JLL’s Investment Banking team. “The increased liquidity and lower cost of debt capital should be a strong catalyst in the recovery of hotel asset values and should drive si...
Are Residents the New Tourism Ambassadors?
PolyU’s School of Hotel and Tourism Management | March 29, 2021
Local people may be the best ambassadors for tourism in their home towns and cities, according to Ph.D. graduates Dr Philipp Wassler and Dr Liang Wang, and Dr Kam Hung of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University. Building a brand for a destination is an effective way of attracting tourists, but destination marketers rarely consider the needs of residents – the biggest and potentially most influential group of stakeholders in any destination. The researchers note that local communities can make or break a destination brand, and their marketing may be far more cost-effective, authentic and pers...
ADA Defense Lawyer: California’s Central District Tries to Curb ADA lawsuits
Martin H. Orlick | March 29, 2021
By Jim Butler, Martin Orlick California has seen an explosion of ADA cases in the past few years, leading the state to impose strict pleading standards and high filing fees for serial litigants. Litigants have previously found their way around this by filing in federal court, but the courts have made it clear that they will decline supplemental jurisdiction in these instances. Martin Orlick, Chair of JMBM’s ADA Compliance & Defense Group, explains below. Declining to exercise supplemental jurisdiction, the United States District Court Central District of California (Central District) is addressing high frequency litigants who file...
Hospitality Financial Leadership: Chapter 15 – Testing, Not Trusting
David Lund | March 29, 2021
By David Lund The chapter below is an excerpt from my new book. It’s fiction but some of the characters and story lines are based on people I have worked with and events that have taken place in the hotels I have worked in. The book is a fable about a hotel manager who has some very bad habits. He must change in order to survive and the book takes him and you through the lessons needed to be a great hospitality financial leader. I’m writing ahead each month so I’m not sure how the book will end. I hope you enjoy it and if you missed any earlier chapters you can find them on my website blog tab. For me the idea of being mentored or...
Spring Has Arrived in New England, Bringing With It Hope for Its Lodging Markets
Sebastian J. Colella | March 29, 2021
By Sebastian Colella After a long and grueling 12 months, spring has finally arrived in New England and with it, renewed hope for its lodging markets seems widespread across all six states. Although very little improvement has materialized through Q1 of 2021, there are many indicators that growth in lodging demand is around the corner. The national lodging market has begun to see improvements as hotel occupancy for the week ending March 20 increased to its highest level since early March of last year, according to STR. There are many reasons to believe New England lodging markets will experience similar trends once tourism season is underw...
iVvy Platform to Power Innovative Events Strategy for Atlantis Paradise Island
iVvy | March 29, 2021
QUEENSLAND, AUSTRALIA – March 29, 2021 – iVvy Platform announces Atlantis Paradise Island as the newest customer to engage with the software’s advanced RFP and event management systems. iVvy, a modern, cloud-based event and venue management platform, will support Atlantis Paradise Island by offering online distribution and RFP management; diagramming; invoicing; banquet and event orders; plus on-site execution from any mobile device. "We are grateful to launch this partnership with Atlantis Paradise Island, where leadership recognizes that legacy ways of promoting and managing events is ready for a modern approach,” said Lauren Hal...
Student Mentoring by Airbnb Hospitality Guru for Top Hospitality Disruptive Idea
Les Roches | March 25, 2021
CRANS-MONTANA, Switzerland, March 25, 2021 -- Les Roches, the highly regarded hospitality business school recently ranked third for Employer Reputation by the QS World University Rankings 2021 is launching the second edition of "The Next Disruptor", a scholarship competition seeking ideas for positive disruption in hospitality, travel, and tourism. With the changing expectations of consumers and technology continuously reshaping the workplace, being connected to the evolving needs of the industry is a key factor for career success. As a business school dedicated to the hospitality industry, doing so right at the start and throughout a ...
Avison Young 2021 Transactions
Avison Young | March 25, 2021
ATLANTA – March 25, 2021 – Avison Young Hospitality Group announced today that the firm has just closed its 14th hotel transaction of the 2021 year. The closed hotel transactions were across many brand families and located from California through the Midwest and eastern seaboard states. Most of the assets were in the mid-market to upper mid-market tiers. Keith Thompson said, “We are beginning to see transactions close at the best rate since the start of COVID and it is our expectation that 2021 will be a much stronger investment cycle than the second half of 2020.”...
HSMAI Adrian Awards Celebrate Resilience and Innovation in Travel Marketing
HSMAI | March 25, 2021
The Hospitality Sales & Marketing Association International (HSMAI) celebrated excellence in travel advertising, digital marketing, and public relations at the virtual Adrian Awards Celebration on Tuesday, March 23. For this year’s Adrian Awards competition, HSMAI created four new award categories as well as the Hospitality Heroes program to recognize resilience in response to the unprecedented challenges brought on by the pandemic. “This year’s Adrian Awards honor best practices, innovation, community, and the hospitality leaders who have shown that through crisis, innovation emerges,” said Robert A. Gilbert, CHME, CHBA, presi...
Choice Hotels Reveals The Comfort® Rise & Shine Prototype
Comfort | March 25, 2021
ROCKVILLE, Md. - March 25, 2021 - Choice Hotels International, Inc. today unveiled the new Comfort Rise & Shine prototype as the next milestone for its flagship, upper midscale brand. The prototype celebrates the successes of the iconic brand as Comfort marks its 40th anniversary this year, and positions the brand for continued performance and system growth. The first new construction Rise & Shine prototype hotels are expected to open in 2023. "At Choice, we're always building, innovating and evolving, with guest satisfaction and owner return at the forefront of what we do," said Pat Pacious, president and chief executive officer...
Ground Zero and Your Brand’s Image
Travel Outlook | March 25, 2021
John Smallwood President Travel Outlook Your Hotel’s Call Center is Your Brand’s First Impression In today’s consumer world, a brand’s image carries as much weight as the brand's service. Without branding, there would be no sure-fire way to differentiate yourself from your immediate competition. Imagine shopping for groceries in a store without branding. There would be no way to identify your favorite snacks among dozens of identical items. A brand’s image gives the company personality, relatability, and encourages brand loyalty. For hoteliers, your brand’s image can be made or broken by your reservation d...
Guest Experience: Towards Authentic Immersion
EHL | March 25, 2021
What is the importance of guest experience? At the heart of every restaurant's potential for profit and success is the quality and consistency of their guest experience. A consistent, quality guest experience translates into loyal, returning customers and the best advertising of all, positive WOM. What is authentic customer service? Authentic customer service occurs when there is a real culture of 'how can we solve this customer's problem' rather than 'how quickly can I get them off the phone'. ... In short, to have empathy with the customer, provide excellent service and, in turn, build trust in the organization, its produ...
HVS Market Pulse Update – Minneapolis – St. Paul
Tanya Pierson | March 25, 2021
By Tanya J. Pierson, Justin Westad, Rod Clough Rod Clough, President – Americas, interviewed Tanya Pierson, Senior Managing Director, Minneapolis and Justin Westad, Vice President, Minneapolis overseeing the Upper Midwest region, on March 23, 2021, to discuss the current Minneapolis market dynamics and the outlook for recovery. Tanya and Justin outline what the market looks like today, the factors contributing to current performance levels, and what will help drive improvements in future performance. They provide their forecast of occupancy and average rate for Minneapolis-St. Paul, as well. This seven-minute video provides important ins...
Crescent Hotels & Resorts Adds DoubleTree by Hilton Bloomfield Hills Detroit
Crescent Hotels & Resorts | March 25, 2021
Detroit, MI – March 25, 2021 – Crescent Hotels & Resorts has added the DoubleTree by Hilton Bloomfield Hills Detroit to its award-winning suite of major hotels and resorts. The hotel, formerly known as the Kingsley Inn, underwent a stunning renovation and reopened under its new brand in 2018. Now, its elegant atmosphere will be further enhanced with the Crescent stamp of luxury. Crescent, based in Fairfax, Virginia operates more than 100 hotels and resorts in the United States and Canada. Part of the landmark hotel’s upgrade includes a two-story expansive atrium lobby, featuring sweeping natural light. The space lends itself well...
Hyatt House Rochester / Mayo Clinic Opens in Minnesota
HYATT HOUSE | March 25, 2021
Rochester, Minn. – March 25, 2021 – Hyatt House Rochester / Mayo Clinic Area is pleased to celebrate the 172-room hotel’s opening. Owned by PEG Companies and managed by In-Group Hospitality: A PEG Company, Hyatt House Rochester / Mayo Clinic Area is conveniently located in Rochester, Minn., and provides guests the service and convenience of hotel living with the casual comforts of home. The hotel adds value to the City of Rochester as the first ever Qualified Opportunity Zone project, as part of the Destination Medical Center initiative to revitalize the downtown area and fills the need for extended stay accommodations for Mayo Clinic p...
Avison Young Closes Hotel Loan Portfolio
Avison Young | March 25, 2021
ATLANTA – March 25, 2021 – Avison Young Hospitality Group announced today that the firm has closed on a hotel loan portfolio led by Avison Young principal, Andrew Broad. The portfolio consisted of multiple hotel loans in the Carolinas secured by upper midscale Marriott branded hotels. Andrew Broad, Principal said, “This portfolio loan sale represents what could be the next transaction market cycle. MCR Development was the purchaser of the portfolio and we have deep history with them. In the 2021 hotel transaction market, the greatest character traits a buyer can have is, credibility, capability, and the willingness to do what they sa...
BENCHMARK® Appoints Anthony Berkau General Manager for Willows Lodge
Willows Lodge | March 25, 2021
The Woodlands (Houston), Texas - March 25, 2021 - BENCHMARK®, a global hospitality company, has named Anthony Berkau general manager for Willows Lodge, a Gemstone Collection property located in Woodinville, Washington State’s renowned wine country. Greg Champion, Benchmark’s president & COO, made the announcement. "It is with great pleasure that I formally announce Anthony’s latest promotion within our company and at this remarkable property,” said Mr. Champion. “He brings strong leadership skills to his new role and solid management experience that he uses to drive positive change, consistently elevating guest servi...
