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
Four Quick Training Tips for Hotel Sales Prospecting Success
Doug Kennedy | November 16, 2020
By Doug Kennedy Now that 2020 is winding down and the preliminary vaccine results are favorable, it is time for hotel salespeople to recommit to put on their orange vests and embrace their role as sales hunters. In previous articles for this publication I have spoken about the transition from Sales Fishing to Sales Hunting, the Habitudes of Sales Success, and how salespeople can master their Remote Sales Skills. Here are four additional specific sales tips. Is Your Hotel Sales Team Ready For The Transition From "Fishing For Inbound Leads" To "Sales Hunting”? Hotel Sales Habitudes For The Long Ride To A Slow Recovery - By Doug Kennedy ...
The Outlook for Hospitality, Part 2: How Vendors Are Pivoting to Meet New Industry Demands
Fran Worrall | November 16, 2020
By Fran Worrall In the fall issue of Hospitality Upgrade, we began our four-part series on the outlook for the hospitality industry by asking vendors the following question: What are your thoughts on the future of hotels and the industry in general? Overwhelmingly, respondents were optimistic. Despite the seriousness of the pandemic and its devastating impact on hotels around the globe, most vendors agreed that the industry is resilient and will recover. Some said it would come back even stronger than before. Not surprisingly, most believe that technology will play a key role in the process. In Part 2 of our series, we asked the foll...
Top 5 Things You Need to Know Now in Hotel Digital Marketing: November Edition
Margaret Mastrogiacomo | November 16, 2020
By Margaret Mastrogiacomo With Cyber Monday and 2021 around the corner, it’s important to keep a pulse on the evolving digital landscape to elevate your digital strategy and maximize revenue. This month, Microsoft Ads makes promotion extensions available in time for the holidays, leverage CRM to drive ancillary revenue, and Facebook adds new shopping audiences. From Search to Social Media and Design, here are the top 5 things you need to know now in hotel digital marketing. 1. Search: Microsoft Advertising rolls out promotion extensions. Promotion extensions are now available for Microsoft Advertising accounts in the U.S. These are ...
IHG Signs With Techvance Properties Management to Bring Hotel Indigo to Kuala Lumpur
IHG | November 16, 2020
IHG® (InterContinental Hotels Group), one of the world’s leading hotel companies, has signed a landmark deal to bring boutique upscale brand Hotel Indigo® to Kuala Lumpur in partnership with Techvance Properties Management Sdn. Bhd. Scheduled to open in 2023, the 180-room Hotel Indigo Kuala Lumpur on the Park will be located at the base of the picturesque Bukit Nanas, close to KL Tower and KL Forest Eco Park, in the heart of Malaysia’s capital city. No two Hotel Indigo® properties are the same, and this stunning addition to the brand portfolio will have Kuala Lumpur’s multicultural influences embedded in its DNA through a visio...
Michigan’s Grand Hotel Welcomes Dana Orlando as New Vice President of Sales & Marketing
Grand Hotel | November 16, 2020
(Mackinac Island, Mich.) November 16, 2020 – The historic Grand Hotel on Mackinac Island, operated by Pivot Hotels & Resorts, is pleased to announce the appointment of Dana Orlando as the property’s new Vice President of Sales & Marketing. In her role, Orlando will develop strategies to establish the Grand Hotel as a leader in the marketplace through the development of future and repeat business. “Dana is an outstanding addition to the Grand Hotel team,” said Doug Dean, Executive Vice President of Operations. “Her creativity, vast knowledge and expertise in the luxury hospitality industry will elevate our already iconic p...
Executive Chef Ken Nakano Joins Culinary Team at Newly Transformed Inn at Laurel Point
Aura Waterfront Restaurant + Patio | November 16, 2020
November 16, 2020 (Victoria, BC): Inn at Laurel Point is delighted to welcome acclaimed Executive Chef Ken Nakano to its renowned gastronomic team. Here, he will oversee the property’s culinary portfolio, which includes banquet cuisine, in-room dining, Grab & Go options, and the Inn’s signature restaurant, Aura Waterfront Restaurant + Patio. Chef Nakano’s arrival comes on the heels of the property’s multimillion-dollar ground floor renewal, which brought to life the vision of late Canadian architect Arthur Erickson. A passionate advocate for sustainability, Chef Nakano’s appointment builds on traditions and philosoph...
“Generation Clean” Is a Driving Force Along the Evolving Traveler Journey
Amadeus | November 16, 2020
Hospitality leaders that identify “Generation Clean” as an engine for formulating marketing and operational strategies will be best positioned for success in a COVID-19 era. Hoteliers around the globe prepare to enter the holiday season and the new year with continued uncertainty. Paradigm shifts in travel due to the health crisis have affected guest expectations, requiring hoteliers to rethink operational procedures and communications. Although no one has all the answers, we know one thing for sure - safety and cleanliness continue to be the top consideration and potential barrier to travel. Hotels that best position their mark...
Wyndham Signs With Safari Group to Open First Two TRYP Hotels in New Zealand
TRYP by Wyndham | November 16, 2020
PARSIPPANY, N.J. (November 16, 2020) – Wyndham Hotels & Resorts, the world’s largest hotel franchising company with approximately 9,000 properties across 90 countries, today announced plans to introduce its TRYP® by Wyndham brand to New Zealand with the development of two new hotels: the 212-room TRYP by Wyndham Remarkables Park Queenstown and the 76-room TRYP by Wyndham Tory Street Wellington. Under development by Safari Group, Wyndham’s longstanding franchise partner in New Zealand, the design-centric hotels are the latest in a series of new projects for Wyndham’s growing lifestyle brand. In just the last year, TRYP by Wyndh...
Islas Secas Appoints Andrey Gomez as Managing Director
November 16, 2020
November 2020 – Islas Secas, Panama is pleased to announce the appointment of Andrey Gomez as Managing Director. Andrey brings 25 years of experience in the hospitality industry to Islas Secas, where he previously managed two of Central America’s top-rated hotels. Andrey’s appointment at the resort is outstanding news for the team. As Managing Director, Andrey will apply his extensive knowledge of the luxury travel industry to the eponymous eco resort where he will oversee all day-to-day operations, including providing exceptional customer service, expanding sales and marketing initiatives and supervising staff development. Within th...
Hospitality Financial Leadership: Chapter 13 – Serving
David Lund | November 16, 2020
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. “My Story is not a story,” e...
A Message to the Travel, Lodging and Hospitality Industry That May Save Your Business – Part 2
Dr. Frederick DeMicco | November 16, 2020
By F.F. Miles and Frederick DeMicco Ph.D., Professor, the Franke College of Business, School of Hotel and Restaurant Management, Northern Arizona University With our extraordinary downturn in hospitality and travel, I sought out a corporate business traveler, a frequent flyer, road warrior extraordinaire and someone in our global travel industry who occupies the C-Suite. With travel starting to spring back to life, especially for leisure travelers, I thought it would be a good idea to interview a frequent traveler to learn what life is all about today when flying, staying in hotels and renting cars, etc. Below reflects my interview wi...
Access Point Financial Secures $8.85 Million to Refinance the Grand Rapids’ Delta Hotel by Marriott
Access Point Financial | November 16, 2020
Recognized leader in hospitality-focused lending completes full loan funding for Grand Rapids’ Delta by Marriott airport hotel ATLANTA - November 16, 2020 – Access Point Financial, LLC (APF), a leading direct lender and specialty finance company focused exclusively on the hospitality industry, today announced the completion of an agreement with Lodging Opportunity Fund REIT to refinance the Delta by Marriott in Grand Rapids, Michigan. As part of the deal, Access Point Financial secured $8.85 million for the Delta by Marriott Grand Rapids Airport property. Lodging Opportunity Fund REIT approached Access Point Financial to provide th...
2020 U.S. Hotel Forecast Slightly Upgraded; Full Recovery Still Unlikely Until 2024
STR | November 13, 2020
With leisure demand stronger than anticipated in the fall, STR and Tourism Economics slightly upgraded the final 2020 U.S. hotel forecast just released during the virtual NYU Hospitality Conference. Regardless of the short-term upgrade, the forecast for 2021 remains functionally unchanged and full recovery in revenue per available room (RevPAR) is unlikely until 2024. “Even with the encouraging vaccine news of this week, this pandemic and the subsequent economic impact will continue to limit hotel demand generators into the second half of next year,” said Amanda Hite, president of STR. “Business demand won’t return at a substantial...
STR: Canada Hotel Results for Week Ending 7 November
STR | November 13, 2020
HENDERSONVILLE, Tennessee—STR data for 1-7 November 2020 showed slightly higher occupancy from the previous week for Canada’s hotel industry. 1-7 November 2020 (percentage change from comparable week in 2019): Occupancy: 29.4% (-54.3%) Average daily rate (ADR): CAD110.45 (-26.7%) Revenue per available room (RevPAR): CAD32.53 (-66.5%) Occupancy for previous weeks came in at 29.2% (31 October), 31.1% (24 October), and 29.9% (17 October), respectively. For the week ending with 7 November, Nova Scotia recorded the highest occupancy level (36.1%) among the provinces. Vancouver (31.9%) was the only major market at or abo...
Cumberland House Knoxville, Tapestry Collection by Hilton Opens in Tennessee Following Renovation and Conversion
Peachtree Hospitality Management | November 13, 2020
KNOXVILLE, Tenn. - A new chapter begins in ‘The Maker City’ with the debut of Cumberland House Knoxville, Tapestry Collection by Hilton. After an extensive top-to-bottom and inside and out renovation and brand conversion, the hotel opens its doors today at 1109 White Avenue. The sleek and modern Knoxville hotel near UT is located in the heart of downtown Knoxville and is the latest addition to Tapestry Collection by Hilton, one of Hilton's 18 market-leading brands. The seven-story, 130-room hotel is walkable to the Knoxville Convention Center, University of Tennessee, World’s Fair Park and Market Square. “The Cumberland House p...
How Has the Hotel Development Scene Evolved?
Kimberly Yoong | November 13, 2020
By Kimberly Yoong [embed]https://youtu.be/lTSbErjkg10[/embed] Hotel development, in a nutshell, involves the process of sourcing and negotiating hotel management or franchise contracts as well as investment opportunities, in order to drive the organic growth of a hotel business. As the tourism industry boomed, the term had earned itself somewhat ‘vogue’ status, especially amongst aspiring hoteliers. In an EHL webinar, EHL alumni Chris Anklin, Regional Vice President of Development at Hyatt Hotels Corporation and Ananth Ramchandran, Vice President of Global Corporate Finance & Strategy, Capital Investments & Transactions and ...
From Comfort Food to Carob and Wanderlust-Inspired Wines: The Pandemic Is Shaping the Way Consumers Eat and Drink
Kimpton Restaurants | November 13, 2020
Kimpton Hotels & Restaurants Releases New Take on Annual Culinary + Cocktail Trend Forecast for 2021 SAN FRANCISCO (November 13, 2020) – To refresh its seventh annual Culinary & Cocktail Trend Forecast for 2021, Kimpton Hotels & Restaurants released a look back at how the pandemic has impacted food and beverage trends of 2020 and shared predictions for how evolving consumer behavior will shape 2021 trends. It’s no secret that 2020 has been a year unlike any other – from the country’s sourdough and banana bread baking obsession to the viral Dalgona coffee wave and plenty of virtual wine tastings, what we eat and drink has ...
Europe’s Hotel Construction Pipeline Increases Year-Over-Year
Lodging Econometrics | November 13, 2020
November 13, 2020 – PORTSMOUTH, NH - According to the latest Europe Hotel Construction Pipeline Trend Report from Lodging Econometrics (LE), analysts report that at the close of the third quarter of 2020, Europe’s hotel construction pipeline increased 7% by projects and 11% by rooms year-over-year (YOY) to end the quarter with 1,834 projects and 291,823 rooms. Much like other regions around the world, Europe’s hotel construction pipeline is experiencing slight delays to project timelines of approximately two to four months. Even as much of Europe goes under lockdown in response to surging cases of COVID-19, forcing millions to stay hom...
Colorado’s Westin Riverfront Resort & Spa Names Kris Furniss as Managing Food & Beverage Director
November 12, 2020
AVON, Colo. (Nov. 11, 2020) – The Westin Riverfront Resort & Spa Avon, Vail Valley is excited to announce that it has hired Kris Furniss to serve as Managing Food & Beverage Director. Furniss brings more than 26 years of hospitality industry experience to the Vail Valley. In 2008, he co-founded and served as CEO of Caviar & Bananas, a gourmet market concept in Charleston, S.C. that grew to five locations before Furniss brokered its acquisition. He also previously served as a Senior Operations Manager for Dean & Deluca. In 2018, he started The Furniss Group, which consulted on franchise start-ups as well as on luxur...
Hyatt Regency Phnom Penh Welcomes Richard Bias as Executive Chef
November 12, 2020
PHNOM PENH, Cambodia (Nov. 12, 2020) – Hyatt Regency Phnom Penh has announced the appointment of seasoned culinary professional Richard Bias as the hotel’s new executive chef. The British national has worked in some of the world’s top kitchens and hotels and brings more than two decades of culinary experience to Hyatt’s first property in the Cambodian capital. Located in the heart of Phnom Penh, the 247-room hotel is scheduled to open its doors in the first quarter of 2021. Bias will oversee the operations of all five food and beverage outlets, including the hotel’s two main dining venues FiveFive Rooftop Restaurant & B...
Viceroy Bali Appoints New Executive Team Members
Viceroy Bali | November 12, 2020
Bali, 12 November 2020: Viceroy Bali - the luxury resort overlooking the serene Valley of the Kings in Ubud, Bali - has announced the appointment of Amanda Syrowatka as General Manager and Patrick Farrell as Director of Sales & Marketing. Amanda takes the helm of the family-run luxury property from her brother Anthony, who held the position since pre-opening. She is no stranger to the resort: in addition to being co-owner, she held the position of Director of Sales & Marketing from 2014, where she reaffirmed Viceroy Bali’s notability in the luxury travel sector, including the title of #1 Resort in the World by Condé Nast Travele...
STR: U.S. Weekly Hotel Occupancy Relatively Flat From Previous Week
STR | November 12, 2020
HENDERSONVILLE, Tennessee—U.S. weekly hotel occupancy was relatively flat from the previous week, according to the latest data from STR through 7 November. 1-7 November 2020 (percentage change from comparable week in 2019): Occupancy: 44.2% (-35.9%) Average daily rate (ADR): US$91.40 (-31.1%) Revenue per available room (RevPAR): US$40.36 (-55.8%) Down slightly from 44.4% the prior week, the country’s occupancy level was its lowest since the week of June 14-20. Aggregate data for the Top 25 Markets showed lower occupancy (39.9%) but higher ADR (US$97.13) than all other markets. Only two of those major markets rea...
Pivot Hotels & Resorts to Launch The Kimpton Harper Hotel in Fort Worth, Texas
Pivot Hotels & Resorts | November 12, 2020
ATLANTA, Nov. 12, 2020 - Leading hospitality management company Davidson Hotels & Resorts has been tapped by Development Services Group (DSG, Inc.) to manage the Kimpton Harper Hotel, a new hotel slated for opening in spring 2021. Located in the heart of downtown Fort Worth, Texas, in close proximity to the Fort Worth Convention Center and Sundance Square, the 226-room Kimpton Harper is operated by Davidson's lifestyle and luxury division, Pivot Hotels & Resorts, and housed within the historic Farmers and Mechanics National Bank landmark building, soaring 24 stories into the skyline. Upon completion, the centrally located hotel w...
Kalahari Resorts and Conventions Opens America’s Largest Indoor Waterpark Resort
Kalahari Resorts and Conventions | November 12, 2020
ROUND ROCK, Texas - Kalahari Resorts and Conventions Round Rock is the new home of America’s Largest Indoor Waterpark Resort with 223,000 square feet of wet-and-wild fun. The all-under-one-roof experience offers world-class dining, a luxurious spa, live entertainment, diverse shopping experiences, a thrilling indoor theme park and a state-of-the-art convention center. The Round Rock resort is Kalahari’s fourth property and the brand’s first foray into Texas and the Southwest market. The new resort created approximately 1,000 jobs in 2020 and expects to hire additional associates as demand grows in 2021. “Everything is bigger in Te...
