The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
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Spokane Tribe Resort & Casino Partners With Travel Outlook to Elevate Guest Service Experience
Travel Outlook, The Premier Hotel Call Center™ | October 2nd, 2024
The Problem Isn’t the Employee, It’s the System
Shep Hyken | February 3, 2021
By Shep Hyken Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss. When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives. You can only imagine what that does to the morale of the team. And what happens next? The employees quit, which is understandable. There are plenty of employee surveys that point to the number one reason people quit their jobs. Many peo...
Frontline Staff Training: From Customer Service to Entertainment
EHL | February 3, 2021
The role of frontline staff is changing within the hospitality industry. Staff members are now expected to have an expanded role with additional service skills at their disposal. If you’re hoping to get into this industry, you should know that on top of proper customer service skills, you’ll need to up your game to deliver an entertaining experience to your guests. This is what gives modern guests the immersive experience they crave. Why has the industry changed? Hotels didn’t always need to provide an entertainment experience, as they were generally seen as a home base for relaxing and resting between going out to other destina...
Pebblebrook Hotel Trust Executes Contract to Sell Sir Francis Drake
Pebblebrook Hotel Trust | February 3, 2021
BETHESDA, Md. -- February 3, 2021 -- Pebblebrook Hotel Trust (NYSE: PEB) (the “Company”) today announced that it had executed a contract to sell the 416-room Sir Francis Drake in San Francisco, CA to a third party, which the Company expects will generate $157.6 million of proceeds after customary closing costs. Based on the hotel's net operating income for the year ended December 31, 2019, such proceeds after customary closing costs reflect a 7.2% net operating income capitalization rate. The net operating income capitalization rate is after an assumed annual capital reserve of 4.0% of total hotel revenues. The sale of Sir Francis...
WoodSpring Suites Charlotte – University Research Park Now Open in North Carolina
Sandpiper Hospitality | February 3, 2021
Richmond, Va. – Feb. 3, 2021 – Sandpiper Hospitality – a Virginia-based hotel management company whose expertise is in the extended-stay segment of hospitality – is pleased to announce that the new WoodSpring Suites Charlotte – University Research Park is now open in North Carolina. The hotel is owned by Florida’s Liberty Investment Properties, Inc. The hotel is a perfect fit for guests who will be staying for a few weeks or a few months, whether they are working on a project, waiting for a home to be built or relocating to the area. This modern new hotel offers 123 spacious rooms, all featuring a full kitchen with table, a...
Hilton and Signo Hospitality to Develop 10 New Hotels in Germany
Hilton | February 3, 2021
Agreement extends to Austria and Switzerland and focuses on Hilton Garden Inn, Hampton by Hilton and Motto by Hilton; Hilton Garden Inn Herne and Hampton by Hilton Bottrop confirmed as first two properties GERMANY and MCLEAN, Va. - February 3, 2021 - Hilton (NYSE: HLT) today announced an agreement with Signo Hospitality (Signo) to develop 10 new hotels in Germany over the next five years. The first two properties to open under the agreement will be Hilton Garden Inn Herne and Hampton by Hilton Bottrop. Both hotels will be the first from Hilton in their respective cities, which sit in Germany’s industrial centre in the Ruhr valley. Patr...
IHG Signs With Immohold Hospitality for InterContinental Rabat in Morocco
IHG | February 3, 2021
IHG® Hotels & Resorts, one of the world’s leading hotel companies, has signed an an agreement with Immohold Hospitality, to introduce the InterContinental Hotels and Resorts brand in Rabat. The signing is aligned with IHG’s strategy to build on its luxury portfolio and expand into key gateway markets across the MEA region. Expected to open in Q1 2022, the 5-star luxury hotel will be situated in the heart of Morocco’s capital city. Ideal for business and leisure travellers, the hotel will be perched within Rabat’s elite diplomatic district in proximity to a number of embassies and government institutions. InterContinental Rabat...
JW Marriott Tampa Water Street Opens in Florida
JW Marriott | February 3, 2021
TAMPA, FL — FEBRUARY 3, 2021 — JW Marriott is pleased to announce that its 100th property, JW Marriott Tampa Water Street is now open, bringing a new level of luxury to the Tampa Bay area. Located in the heart of the dynamic Water Street neighborhood, the new property invites discerning guests to take time for themselves, relax, and rediscover a balance in mind and body. A formal grand opening celebration is expected to take place in April 2021. "The first JW Marriott opened in Washington DC in 1984 and was a tribute to my father, J.W., and a celebration of his love of service and hospitality," explains Bill Marriott, Executive Chair...
Pacific Inns Opens La Quinta by Wyndham Santa Rosa Sonoma
La Quinta by Wyndham | February 3, 2021
SANTA ROSA, CALIFORNIA – February 3, 2021 – Everyday travelers in search of a refined but affordable getaway to Sonoma wine country now have an inviting new place to stay thanks to the opening of the newly constructed La Quinta by Wyndham Santa Rosa Sonoma. Situated in a prime location off of Highway 101, just minutes from Santa Rosa’s bustling downtown, the hotel’s opening comes as growing numbers of travelers, in response to the pandemic, seek out top attractions in drive-to destinations closer to home. Owned by StonePark Capital, the 100-room hotel was created with the Sonoma County travel experience in mind. Guests can enjo...
Maslina Resort Appoints Denis Martin as New General Manager
February 3, 2021
Hvar, Croatia - February 3, 2021 - Maslina Resort, the brand new Relais & Chateaux luxury property that opened on the island of Hvar, Croatia late summer 2020 just announced that expert hotelier Mr. Denis Martin is coming aboard as their new General Manager. Mr. Martin’s extensive, 40-year long, hospitality career includes a wealth of international experience with global brands such as Hilton, Le Royal Meridien, and Relais & Chateaux. Mr. Martin has demonstrated effective leadership by successfully climbing the career ladder in the luxury sector, previously holding the position of Director of Food and Beverage at three w...
Eugene Leonard Appointed General Manager of The Maybourne Beverly Hills
MAYBOURNE BEVERLY HILLS | February 3, 2021
BEVERLY HILLS, CALIF. - February 3, 2020 - Hotelier Eugene Leonard has been appointed General Manager of The Maybourne Beverly Hills, the first international property of the Maybourne Hotel Group, operators of London’s most legendary and prestigious hotels, Claridge’s, The Connaught and The Berkeley. Eugene who hails from Co. Clare, Ireland, has been a longstanding member of the Maybourne family, having worked across all three hotels for over a decade. Most recently, Eugene was Hotel Manager for four years at the iconic Claridge’s hotel in Mayfair, London. His role included supporting a major hotel restoration, the opening of super c...
Survey: 56% of Americans Likely to Travel for Vacation in 2021; 21% Report Traveling Since Pandemic
AHLA | February 3, 2021
WASHINGTON — February 3, 2020 — A new survey conducted by Morning Consult and commissioned by the American Hotel & Lodging Association (AHLA) shows consumers are optimistic about traveling again in 2021, with 56% reporting they are likely to travel for vacation this year. That represents a significant decline from pre-pandemic levels, when approximately 70% of Americans took a vacation in any given year, according to OmniTrak (TNS) data. Since the onset of the pandemic, just 21% of survey respondents reported traveling for vacation or leisure, and only 28% reported staying in hotel. Prior to the pandemic, 58% of survey respondents ...
Omni Oklahoma City Hotel Marks Grand Opening With InvoTech Systems
InvoTech Systems | February 3, 2021
Omni Hotels newest property in Oklahoma opens using InvoTech RFID Inventory Control for Uniforms LOS ANGELES, CA – February 3, 2021 – InvoTech Systems Inc. announced the recent implementation of its Uniform System at Omni Oklahoma City Hotel. InvoTech Systems is the leading provider of advanced Linen Management, Laundry and Uniform Systems that integrate the latest RFID technology to increase profitability for hotels, resorts, casino operators, sports arenas, convention centers and theme parks. The InvoTech System installed at Omni Oklahoma City Hotel manages the Uniform inventory for 500 employees, and the hotel joins InvoTech’s exte...
Hyatt Regency Brisbane Opens in Australia Following Rebranding
Hyatt Regency | February 2, 2021
CHICAGO – February 2, 2021 – Hyatt Hotels Corporation (NYSE: H) announced today with Salter Brothers the opening of Hyatt Regency Brisbane, the first Hyatt hotel in Brisbane and eighth operating Hyatt hotel in Australia. Located in the heart of the city’s central business district within Queen Street Mall, the 292-room Hyatt Regency Brisbane offers business travelers and leisure guests a relaxing haven complete with an outdoor infinity pool and bar. The hotel, which has been rebranded from an existing hotel and will undergo a refurbishment to enhance the guestrooms, public areas, event spaces and dining venues, is the first project be...
Hyatt Regency Ningbo Hangzhou Bay Opens in China Beside the Famed Hangzhou Bay Bridge
Hyatt Regency | February 2, 2021
CHICAGO – February 2, 2021 – Hyatt Hotels Corporation (NYSE: H) announced today the opening of Hyatt Regency Ningbo Hangzhou Bay in Ningbo, China. Beside the Hangzhou Bay Bridge, which is the world’s longest sea-crossing bridge, connecting Ningbo, Shanghai, Hangzhou and Suzhou, the 319-room hotel serves as an energizing hub for the fast developing Ningbo Hangzhou Bay New Area. Ningbo Hangzhou Bay New Area is a business district home to thriving automotive, technology and finance industries. It is also known for its beautiful coastal scenery and fresh seafood. A short drive from the hotel, the National Wetland Park is a world-class b...
U.S. News Announces 2021 Best Hotels Rankings
U.S. News & World Report | February 2, 2021
Eleventh annual list recognizes the leading hotels during a trying year for the industry. WASHINGTON, Feb. 2, 2021 -- U.S. News & World Report, the global authority in rankings and consumer advice, today announced the Best Hotels rankings, which evaluate more than 30,000 luxury hotels and resorts across the USA, Europe, Canada, Mexico, Bermuda and the Caribbean. Even though global travel remains limited, these hotels continue to operate at the top of their class for luxury and hospitality – a recognition made more meaningful during these challenging times. "The travel industry has faced numerous challenges over the pas...
Marriott President and CEO Arne Sorenson to Temporarily Reduce Schedule for Cancer Treatment
Marriott International | February 2, 2021
BETHESDA, MD — FEBRUARY 2, 2021 — Marriott International, Inc. (NASDAQ: MAR) today announced that president and CEO Arne Sorenson will be temporarily reducing his schedule to facilitate more demanding treatment for pancreatic cancer. In May 2019, the company announced that Mr. Sorenson, 62, had been diagnosed with pancreatic cancer and was beginning treatment. Mr. Sorenson, who will remain Marriott’s president and CEO, is expected to step back from full-time oversight of the company for several months. During this time, he will stay involved in directing the company to the extent practical and will remain a member of the board of di...
Vision 2050 – 2nd Edition: The Recovery Year
Robert Rauch | February 2, 2021
By Robert Rauch The Recovery Year For Hotels The final U.S. lodging industry numbers for 2020 came out and RevPAR literally finished at half of where it finished in 2019—that’s right, half! Occupancy was 66.1% at $131.17 average rate and RevPAR of $86.76. 2020 finished at 42% at a rate of $103.00, RevPAR was $43.26. The impact to the bottom line is easy to see in our bank accounts as breakeven has always been thought to be close to 60% occupancy but many forget the importance of rate to that equation. Travel Demand How and when do we recover? The when is certainly up for debate but most pundits are focused on 2023 or 2024....
Business Travel: Full Recovery Expected by 2025
the Global Business Travel Association | February 2, 2021
Alexandria, Virginia – February 2, 2021 – The Global Business Travel Association (GBTA) – the world’s largest business travel association – released its annual BTI™ Outlook, a detailed analysis of business travel in 2020, with projections for 2021 and beyond. The BTI Outlook, now in its 12th year, is an exhaustive study of business travel spending and growth covering 75 countries across 48 industries. The true global financial impact of COVID-19 began in Q2 2020, resulting in an expected 68% decline (to $738 billion USD) from April 1, 2020 to the end of the year. Because of the relatively strong (pre-COVID) first quarter of 202...
Three Franchise Companies Account for 3,513 Projects/419,466 Rooms in the U.S. Hotel Construction Pipeline
Lodging Econometrics | February 2, 2021
PORTSMOUTH, NH – February 02, 2021 – In the recently released Q4‘20 United States Construction Pipeline Trend Report from Lodging Econometrics (LE), the franchise companies with the largest U.S. construction pipelines at year-end 2020 are Marriott International with 1,397 projects/184,775 rooms, followed by Hilton Worldwide with 1,290 projects/150,294 rooms, and InterContinental Hotels Group (IHG) with 826 projects/84,397 rooms. These three companies combined account for 67% of the projects and 65% of the rooms in the total U.S. construction pipeline. At the end of Q4‘20, over 50% of Hilton’s projects in the pipeline are in the e...
Deer Path Inn Appoints Patrick Lacassagne as General Manager
Deer Path Inn | February 2, 2021
LAKE FOREST, IL – February 2, 2021 – The award-winning Deer Path Inn proudly announces the appointment of Patrick Lacassagne as general manager/innkeeper. In his new role, Lacassagne will lead the historic 57-room boutique property, known for marrying the traditions of English innkeeping with exceptional service. Lacassagne will continue Deer Path Inn’s legacy as an unforgettable luxury escape on Chicago’s North Shore. Lacassagne brings more than a decade of hospitality experience to Deer Path Inn from hotels all over the world. He’s held many roles during his career, including hotel manager and director of food and beverage. At ...
Charlie Muller Named Managing Director of Newly Formed Avistone Hospitality Division
Avistone | February 2, 2021
DENVER, CO — February 2, 2021 — Officials of Avistone, a rapidly growing commercial real estate investment firm specializing in the acquisition and operation of multi-tenant, industrial properties nationwide, today announced that they have named industry expert Charlie Muller managing director of its newly formed hotel division, Avistone Hospitality. “With the travel industry facing continued headwinds, a number of owners are opting to divest their properties and portfolios versus riding out the troubled forecast,” said Richard Kent, president, Avistone. “This creates opportunity for investment firms such as our own. While we h...
Valor Hospitality Appoints Jessica Redinger as General Manager for New voco™ Johannesburg Rosebank
Valor Hospitality Partners | February 2, 2021
Johannesburg – February 2, 2021 – Valor Hospitality has proudly announced the appointment of Jessica Redinger as General Manager of the much anticipated voco™ Johannesburg Rosebank. voco™ Johannesburg Rosebank will be InterContinental Hotels Group’s first voco™ brand on the African continent when it opens later this year, and is being proudly managed by Valor Hospitality. Jessica has held various senior positions at Radisson Blu Hotels in Sandton and as interim General Manager at Radisson Blu Port Elizabeth, she has also assisted in several new hotel openings. Her strong rooms division skills, combined with guest service delivery...
The Plaza Hotel Pioneer Park Appoints Sabrina Guerrero as Director of Sales and Marketing
The Plaza Hotel Pioneer Park | February 2, 2021
El Paso, Texas — February 2, 2020 — The newly opened Plaza Hotel Pioneer Park, managed by Hersha Hospitality Management (HHM), announced that Sabrina Guerrero has been named Director of Sales and Marketing of the iconic El Paso hotel. Opened in June 2020, The Plaza Hotel Pioneer Park is a 130-room architectural landmark newly restored in the heart of the border city’s Las Plazas Arts District. In her new role, Ms. Guerrero will be an integral leader to the sales and marketing team, focusing on driving revenue and profitability through strategic resource implementation, as well as strengthening trusted guest relationships. “Sabrina...
Suzie Yang Appointed General Manager of New Lake Nona Wave Hotel Opening in Orlando
CoralTree Hospitality Group | February 2, 2021
Denver, Colo. – February 2, 2021 – Tom Luersen, president of CoralTree Hospitality, recently announced that Suzie Yang has been hired as the general manager of the new Lake Nona Wave Hotel. The 234-room luxury lifestyle hotel, located in the vibrant Lake Nona Town Center in Orlando, Florida, is scheduled to open this fall. “We are thrilled to have Suzie rejoin our CoralTree family,” said Luersen. “She did a fantastic job with our properties in San Francisco for several years and we are excited to see her bring the vision of this new luxury hotel to life. Her experience managing award-winning, independent hotels is the perfect fit...
