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
Tourism Tidbits: Looking Back at The Year That Wasn’t!
Peter Tarlow | January 4, 2021
Wishing everyone health and happiness in 2021 May 2021 Be A Better Year By Dr. Peter Tarlow Most people in the tourism industry are more than willing to say adieu to the year 2020. The twenty-first century’s third decade began with extremely high hopes. A mere year ago, no one could have conceived of the fact that by March of 2020 the tourism industry would have been in shambles. In February of 2020 Covid-19 struck, and the tourism industry went into a tailspin going from unprecedent highs to its greatest lows. From February until the end of the year, every aspect of travel and tourism has suffered. Many hotels and restaurant...
Hotel Equities Opens the Home2 Suites by Hilton-Richmond in Indiana
Hotel Equities | December 31, 2020
Alpharetta, GA – December 31, 2020 – Today, Hotel Equities (HE) announced the opening of the Home2 Suites by Hilton-Richmond, located at 5950 National Road East in Richmond. The 100-room all-suite Hilton hotel is owned and developed by The Witness Group (TWG). Hotel Equities manages the hotel via its mid-west regional office located in Ohio. The new hotel is one of nine Home2 Suites by Hilton-branded properties to join HE’s portfolio. The hotel offers all-suite accommodations with fully equipped kitchens and flexible furniture options, providing guests the ability to customize their suite to their individual style and preference. The...
Hyatt’s UrCove Brand Opens First Five Properties in China
UrCove | December 31, 2020
CHICAGO (December 31, 2020) – Hyatt today announced that UrCove, the new hospitality brand developed under a joint venture between Hyatt and BTG Homeinns Hotel Group affiliates, opened its first five properties – UrCove Shanghai Jing’an, UrCove Shanghai Lujiazui EXPO, UrCove Shanghai Wujiaochang, UrCove Chengdu City Center and UrCove Nanjing South Railway Station. These new additions to Hyatt’s portfolio in these popular destination cities in China aim to better serve the highly mobile travelers in the upper-mid segment, which will contribute to Hyatt’s commitment to further expand its brand footprint and achieve meaningful growth ...
The 308-room Hilton Clark Sun Valley Resort Opens in the Philippines
Hilton Hotels & Resorts | December 31, 2020
CLARK, PHILIPPINES - Hilton, one of the fastest-growing hospitality companies in the world, today announced the opening of the 308-room Hilton Clark Sun Valley Resort. Owned by Donggwang Clark Corporation, the hotel is a short 12-minute drive from Clark International Airport and located close to the city’s main business hubs and entertainment attractions, such as Clark Museum, Aqua Planet and Nayong Pilipino. “We are delighted to welcome Hilton Clark Sun Valley Resort to the Hilton family as our third hotel in the country,” said Paul Hutton, vice president, operations, South East Asia, Hilton. “Hilton is on a promising growth tra...
Tru by Hilton Brand Debuts with the Opening of Tru by Hilton Spokane Valley in Washington State
Tru by Hilton | December 31, 2020
SPOKANE VALLEY, Wash., Dec. 31, 2020 -- Hilton's innovative hotel brand, Tru by Hilton, today announced the opening of its latest hotel and the brand's first location in Washington state, Tru by Hilton Spokane Valley. The 92-room hotel, located at 13509 E. Mansfield Ave., owned by Spokane Valley-based, GL8 Hospitality, LLC and managed by Commonwealth Hotels, LLC, features a revolutionary brand with a cross-generational appeal for travelers looking for a new, affordable hotel experience. "We are incredibly honored to join the Tru by Hilton brand and introduce the brand and its innovative type of lodging to visitors of Spokane Valley," ...
Project Save Hospitality Launches to Aid 8 Million Workers Unemployed by Pandemic
Project Save Hospitality INC | December 31, 2020
NEW YORK, Dec. 31, 2020 -- The hospitality industry has been devastated by COVID-19, with 7.7 million jobs lost and 47% of hospitality professionals laid off. A new initiative called Project Save Hospitality seeks to shine a light on this hardworking, talented workforce, and show HR professionals and recruiters just how easily their skills can transfer over to other industries. Project Save Hospitality was founded by Melissa DelBuono and Kingsley Egbuchunam, who were laid off from their jobs in the hotel industry and decided to come together to help their colleagues. They realized that many of their peers will not have jobs to r...
Profit Plunge Has Global Hotel Industry Looking to Brighter 2021
HotStats | December 31, 2020
As a fresh round of stricter COVID-related guidelines grip many parts of the world heading into the new year, the hotel industry is still feeling and reeling from the sting of the pandemic, though breakthrough vaccines could be the antidote to spur devitalized demand. Still, like George Harrison once sang, “It's gonna take time… A whole lot of precious time... It's gonna take patience and time…” For many hoteliers, patience has run out. U.S. Backtracks After pulling into positive profit territory in October, on the heels of multiple months of negative GOPPAR, the U.S. relapsed in November, falling back into negative numbers a...
STR: U.S. Hotel Results for Week Ending 26 December
STR | December 31, 2020
HENDERSONVILLE, Tennessee—U.S. weekly hotel occupancy fell to its lowest level since early May, according to STR‘s latest data for the week of Christmas. 20-26 December 2020 (percentage change from comparable week in 2019): Occupancy: 32.5% (-33.0%) Average daily rate (ADR): US$92.08 (-28.8%) Revenue per available room (RevPAR): US$29.94 (-52.3%) Aggregate data for the Top 25 Markets showed identical occupancy (32.5%) but higher ADR (US$94.36) than all other markets. Among the Top 25 Markets, Miami/Hialeah, Florida (47.5%) saw the highest occupancy level. Top 25 Markets with the lowest occupancy levels for th...
STR: Canada Hotel Results for Week Ending 26 December
STR | December 31, 2020
HENDERSONVILLE, Tennessee—STR data for 20-26 December 2020 showed Canada’s hotel industry with lower occupancy compared to the previous week. 20-26 December 2020 (percentage change from comparable week in 2019): Occupancy: 17.7% (-56.1%) Average daily rate (ADR): CAD113.18 (-30.5%) Revenue per available room (RevPAR): CAD20.01 (-69.5%) Occupancy for previous weeks came in at 23.5% (19 December), 24.6% (12 December), and 24.7% (5 December). For the week ending with 26 December, British Columbia recorded the highest occupancy level (22.4%) among the provinces. Among the major markets, Vancouver (24.5%) posted th...
A Realistically Optimistic 2021
Shep Hyken | December 31, 2020
As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference. Put another way, when I’m asked if the glass is half empty or half full, my response is, “Yes.” Maybe that seems like a bit of a rude answer, but here is the point. It is half full, and even though I’m very optimistic, it doesn’t mean I’m unrealistically optimistic. No, I’m realistically optimistic. Since March, when the ...
Sonesta International Hotels Corporation to Acquire RLH Corporation, Creating One of The World’s Largest Hotel Companies With Diversified Brands
Sonesta | December 31, 2020
NEWTON, Mass., Dec. 31, 2020 -- Sonesta International Hotels Corporation (Sonesta) today announced that it has entered into a definitive agreement to acquire RLH Corporation (NYSE: RLH). RLH is the 10th-largest U.S.-based hotel franchise company with more than 900 hotels. After the closing of the transaction, Sonesta will become one of the largest hotel companies in the U.S. with approximately 1,200 hotels in diversified brands across multiple market segments. Sonesta also announced that upon closing of this transaction, 35-year hotel industry veteran Keith Pierce will be joining Sonesta as Executive Vice President, President of Franchi...
Suite Holdings Acquires La Quinta Inn & Suites by Wyndham St. George
Wittwer Hospitality | December 23, 2020
St. George, UT—December 23, 2020 — On December 15, 2020, Wittwer Hospitality and Suite Holdings, LLC announced their partnership in taking over management and ownership of La Quinta Inn & Suites by Wyndham St. George. Wittwer Hospitality will be the hotel’s new management team, while Suite Holdings, LLC steps in as the owner. “La Quinta Inn & Suites by Wyndham St. George is a great property, and we are excited to expand our footprint,” said Josh Sutton of Wittwer Hospitality. “Our team is looking forward to providing the same high level of service our guests have been accustomed to at other Wittwer properties and will co...
Extended Stay America Opens Newest Location in Melbourne, Florida
Extended Stay America | December 23, 2020
Charlotte, NC, December 23, 2020 — Extended Stay America, Inc. (NASDAQ:STAY), the largest mid-priced extended-stay hotel brand, announced today the opening of the Extended Stay America Melbourne Palm Bay located in Melbourne, Florida. The four-story 124 room property features complimentary Wi-Fi, premium cable, a STAYFIT fitness room, STAYCLEAN laundry room, and our signature spacious STAYPLAY lobby with additional vending options. The rooms include fully equipped kitchens with full-size refrigerators, stovetop, cookware, utensils, and dishes, as well as pillowtop beds, recliners, spacious workspace, and television streaming capabilities...
China Much Closer to Recovering ADR Than Europe and the U.S.
STR | December 23, 2020
In April 2020, as part of the significant economic damage caused by COVID-19, hotel average daily rate (ADR) in China, Europe, and the United States dropped 40% below pre-pandemic levels. Since that point, rates in all three regions have improved, but hotels in China are much closer to reaching pre-pandemic ADR. Demand has steadily (and slowly) increased since April A deeper dive into the data reveals that growth in ADR is likely driven by parallel growth in demand. In China, for example, demand started to recover only a few months after its low point and has increased consistently since March. By September 2020, demand had ...
Hyatt Plans New Hyatt Regency Hotel in San Francisco
Hyatt Regency | December 23, 2020
CHICAGO (December 23, 2020) - Hyatt Hotels Corporation (NYSE:H) announced today that a Hyatt affiliate entered into a franchise agreement with 50 Third Street Owner LP for Park Central San Francisco to join the Hyatt portfolio as an affiliated hotel, effective Friday, December 18, 2020. The hotel is managed by Highgate and expected to rebrand to Hyatt Regency San Francisco Downtown SoMa, following significant renovations. The 681-room Park Central San Francisco, located in the heart of San Francisco’s south of market (SoMa) neighborhood, will undergo a multi-million-dollar renovation starting in early 2021, that will include a full redesi...
The Customer Service Experience Doesn’t Begin With the Greeting
Shep Hyken | December 23, 2020
By Shep Hyken In the world of show business and live entertainment, every act has an “opening.” Most people think it’s the first words that come out of the actors’ mouths, but it’s more than that. It’s the moment the audience sees the actors walking onto the stage. It’s how they are dressed, how they make eye contact with the audience, the anticipation they create, and more. So, when the actors speak their opening lines, it is actually the end of the opening. It’s the same in business. You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready t...
Bringing in Blue Zone Foods
Larry Mogelonsky | December 23, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) As New Year’s Eve approaches, we all succumb to the perfunctory promises of self-improvement for the following 12 months. With 2020 being the dumpster fire that it is, the bar is probably a bit lower for goals heading in 2021 over past years. Nevertheless, I bet that staying in shape or incorporating some form of healthier eating habits tops the list. Importantly, if you have dietary resolutions, no doubt your guests do, too. And they’ll be looking for hotels to accommodate their needs accordingly. With most diets continually trending in the direction of healthier, cleaner, orga...
Top 5 Things You Need to Know Now in Hotel Digital Marketing: December Edition
Margaret Mastrogiacomo | December 23, 2020
By Margaret Mastrogiacomo With hotel marketers around the world ready for a reset, 2021 can’t come soon enough. If you haven’t already, now is the time to finalize your 2021 marketing plan and ensure your strategy is ahead of the curve. This month, Google debuted a trio of new tools to help destinations and hotels use search data to identify and analyze travel demand, Instagram expands new Guides feature to all users, and retro fonts make a comeback in web design. From Search to Social Media and Design, here are the top 5 things you need to know now in hotel digital marketing. 1. Search: Google launches ‘Travel Insights with Goog...
DKN Hotels Opens SpringHill Suites by Marriott in Carlsbad, California
SpringHill Suites by Marriott | December 23, 2020
Carlsbad, CA – December 23, 2020 –The SpringHill Suites by Marriott San Diego Carlsbad has officially opened its doors. Located at 3136 Carlsbad Boulevard, the hotel will operate as a Marriott franchise, owned and managed by DKN Hotels of Irvine, California. The 104-suite hotel will feature a rooftop lounge with sweeping ocean views and fire pits. Other hotel amenities include an outdoor swimming pool, a well-equipped fitness center, a complimentary breakfast, business services, complimentary Wi-Fi, and two meeting rooms with a combined 1,156 square-feet of functional space. Situated in the heart of Carlsbad Village and just steps...
Stanley Turkel Named the Recipient of the 2020 Historic Hotels of America Historian of the Year Award
Historic Hotels of America | December 23, 2020
Washington, DC – December 23, 2020 – Historic Hotels of America® is pleased to announce the winner of the 2020 Historic Hotels of America Historian of the Year Award. Stanley Turkel has been named the recipient of the Historic Hotels of America Historian of the Year Award for 2020. This is the third time Turkel has won this prestigious award. Stanley Turkel is a champion of history and, especially, of historic hotels. Through his many books, he has made an extraordinary contribution to documenting the great histories and stories of the most iconic and legendary hotels built over the past 200+ years? Here are just a few of t...
It Takes More Than Just Food, Restaurateurs Advised
PolyU’s School of Hotel and Tourism Management | December 23, 2020
21 December 2020 - Ghanaian restaurateurs need to improve food quality and hygiene, and give diners opportunities to socialise, find Professor Sam Kim, Ph.D. students Frank Badu-Baiden and Munhyang Oh of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University, along with a co-author in recently published empirical work. The researchers emphasise that food is a vital component of the tourism experience, but little attention has been paid by food tourism researchers to destinations outside of the West and Asia. Their findings offer important practical guidance for destination marketers in Africa and other devel...
Bally’s Corporation Completes Acquisition Of Eldorado Resort Casino Shreveport From Caesars
Bally's Corporation | December 23, 2020
PROVIDENCE, R.I., Dec. 23, 2020 -- Bally's Corporation (the "Company") today announced that it has completed the previously announced acquisition of Eldorado Resort Casino Shreveport from Caesars Entertainment, Inc. (NASDAQ: CZR). The total purchase price of the acquisition was $140 million, subject to customary adjustments, and was funded with cash on hand and available borrowings under the Company's revolving credit facility. "Eldorado Shreveport represents the latest step in our ongoing portfolio diversification strategy, expanding our rapidly growing geographic footprint into the attractive Shreveport/Bossier City market," said G...
Drinks Trends: 7 Festive Beverages to Discover From Around the World
EHL | December 23, 2020
It’s that time of year again, when friends and families come together to celebrate the holidays around a crackling fire, twinkly lights and a scrumptious spread of seasonal delights. And while traditions may reign when it comes to food and beverages, this might just be the year to try something different. After all, 2020 has been one to remember. For those hosting and looking to dazzle their guests with something unique, we’ve pulled together a list of the latest drinks trends – a list of uniquely indulgent holiday drinks from around the world. 1. Eggnog – United States & Canada A long-standing favorite in North American hou...
Radisson Hotel Group Opens Radisson Collection Hotel, Bamako, Marking Brand Debut in Africa
Radisson Collection | December 22, 2020
Brussels/Bamako - December 22, 2020 - Radisson Hotel Group is proud to announce the opening of Radisson Collection Hotel, Bamako, the brand’s debut in Africa. Located in Bamako, the capital and largest city of Mali, in one of its most sought-after neighborhoods, ACI 2000, the Radisson Collection Hotel, Bamako is the epitome of convenience, just 20 minutes from Bamako’s Modibo Keita International Airport and in close proximity to the city’s embassies, corporate headquarters, and government precinct. Bamako is a colorful, throbbing metropolis boasting several museums displaying Mali's rich history and culture, such as the National Museum...
