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
Vizergy Receives Multiyear Recognition in Website Design and Development
Vizergy | October 20, 2020
The company’s success and steady growth stem from its expertise in hospitality marketing. JACKSONVILLE, Fla., Oct. 20, 2020 – For the second consecutive year, Jacksonville Business Journal lists Vizergy® Digital Marketing No. 2 for Website Design and Development in Northeast Florida, ranked by local employment. Vizergy CEO Joe Hyman attributes this continued recognition to the digital marketing company’s concentration in the hospitality industry. “The concept of being a specialist is a major factor in our leadership position in this space,” Hyman said. “Our sole focus is hospitality marketing.” As industry leaders in hosp...
ProfitSword Partnership With Event Temple Offers Full Real-Time Insight Into Hotel Group Sales, Event and Catering Performance
ProfitSword | October 20, 2020
ProfitSword integration with Event Temple’s hotel & venue management software provides hoteliers with visibility over group, catering and event sales performance activities for entire business portfolio. ORLANDO, Fla. – (October 20, 2020) – ProfitSword, a premier developer of hospitality-related business intelligence and data integration software, has announced a strategic partnership with Event Temple, a leading provider of hotel and venue sales and catering software, to provide hoteliers with seamless and complete visibility over group, catering and event sales performance activity. Through the integration of Event Temple’...
Maestro PMS Adds Frontline User Focused Native Tablet Version to Complement Its Web and Windows Solutions
Maestro | October 20, 2020
Experience hospitality’s unique property-management system that gives hoteliers the ‘Power to Choose’ how its deployed at CYBER HITEC; Join Maestro’s Exhibitor Tutorial Session titled ‘Cloud-Hosted, On-Premise, Self-Hosted & Private-Cloud PMS; All Platforms Have Advantages, Which Is Right For You?’ on Thursday, Oct. 27, at 1:00 p.m. MARKHAM, ONTARIO, OCT. 20, 2020 — Next week Maestro will reveal an expansion to its popular property-management system solutions that can be deployed in any environment — Cloud, On-Premise, Self-Hosted, Private Cloud — giving hoteliers absolute freedom of choice. At CYBER HITEC, organized ...
Consumer Survey Finds 70 Percent of Travelers Plan to Vacation in 2021
Travel Leaders Group | October 19, 2020
NEW YORK, Oct. 19, 2020 - An overwhelming majority of US and Canadian travelers (99 percent) are eager to travel again, with 70 percent stating that they plan to take a vacation in 2021, according to a Travel Leaders Group survey of nearly 3,000 frequent travelers. The survey was conducted in September in conjunction with the World Travel & Tourism Council (WTTC), which represents the global Travel & Tourism private sector. A clear majority of US and Canadian travelers (70 percent) say they plan to take a vacation in 2021Results indicate that 45 percent of respondents have already made plans or are starting to make finite plans f...
Vesta Hospitality to Manage New Hilton Garden Inn Wilsonville Portland
Vesta Hospitality | October 19, 2020
Vancouver, Washington, October 19, 2020 – Vesta Hospitality announced it has been selected to manage the new Hilton Garden Inn Wilsonville Portland in Wilsonville, Oregon. The hotel will open later this month. Vesta Hospitality President Mark Hemmer made the announcement. The hotel has 118 rooms and features first-rate amenities including an indoor pool, fitness center, two meeting rooms, and Parkway Grille serving northwest regional American style cuisine and local wines, local brews and specialty cocktails. It is located off I-5, just north of the Willamette River and down the street from Memorial Park and is also only 20 minutes from ...
Hyatt Signs With Feuring Hotel Lissabon for First Andaz Hotel in Lisbon
Andaz | October 19, 2020
CHICAGO (October 19, 2020) – Hyatt Hotels Corporation (NYSE: H) announced today that a Hyatt affiliate has entered into a management agreement with Feuring Hotel Lissabon GmbH & Co. KG for the first Andaz hotel in Lisbon. Expected to open in 2024, Andaz Lisbon will offer guests an exciting new luxury lifestyle hotel in the Portuguese capital – named one of the world’s best destinations in 2019 – and it will represent a key milestone in Hyatt’s continued brand growth in Southern Europe. Andaz Lisbon is set to become the second Hyatt-branded hotel in Lisbon following the planned opening of Hyatt Regency Lisbon in 2022. Located ...
WTTC to Establish Global Steering Committee to Revive International Travel
October 19, 2020
WTTC takes on global leadership and coordination role to provide a route to recovery for Travel & Tourism sector Up to 100 million jobs globally could be saved London, UK: The World Travel & Tourism Council is to spearhead a major global drive to revive international travel with the public and private sector working together in partnership. Last week, G20 Tourism Ministers hosted more than 45 CEOs and Members of WTTC, who at the request of Saudi Arabia, presented their Jobs Recovery Plan to save the besieged Travel & Tourism sector and 100m jobs globally. The WTTC Jobs Recovery Plan could save 65 million jobs across all...
HSMAI Foundation to Honor Leadership During the Pandemic With Adrian Awards
The HSMAI Foundation | October 19, 2020
The Hospitality Sales and Marketing Association International (HSMAI) Foundation is proud to honor hospitality professionals and organizations who have excelled in providing exemplary leadership in uncertain times with the second-ever Talent and Leadership Development Adrian Award. The pandemic has caused significant challenges in human resources during the pandemic, with major layoffs, furloughs, and reorganization – for this reason, it is important now, more than ever, to recognize leadership under trying circumstances. “Strong leadership has been absolutely essential in 2020,” said Robert A. Gilbert, CHME, CHBA, president and CEO ...
Top 5 Things You Need to Know Now in Hotel Digital Marketing: October Edition
Margaret Mastrogiacomo | October 19, 2020
By Margaret Mastrogiacomo As hotel marketers plan for a strong Q4, it’s important to keep a pulse on the evolving digital landscape, especially when planning for success in 2021. This month, Google officially launches a new custom audiences feature, YouTube launches YouTube Shorts, and new Google insights might give hotel marketers the campaign inspiration they need. 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 custom audiences are now officially live to drive persona-based marketing. Last year at Google Marketing Live, Google announced it would ...
Branded Hotels: Who Has the Best Contactless App?
Sonya Taylor | October 19, 2020
Safety is still paramount for those that are traveling today and putting guests at ease is a top priority. So, of the major brands (Marriott, Hilton, IHG), Cogwheel Marketing did a little research on which brand the best contactless opportunities for guests. All three of the major brands offer some form of digital check-in, one thing they do all have in common is you must be a rewards member. Easy, all you have to do is sign up. Now that eligibility is out of the way, let’s get to the nitty-gritty. IHG App Contactless Options Offers Mobile check-in for all IHG branded hotels in the Americas effective November 1, 2020 Must be ...
W Hotels Debuts in Southwest China With the Opening of W Chengdu
W Hotels Worldwide | October 19, 2020
W Hotels Worldwide, part of Marriott International, expands its footprint into southwest China with a hot and spicy new addition to its dynamic portfolio. Owned by KWG Group Holdings, W Chengdu sets the stage for bold, independent guests who want to revel in the city’s unique and vibrant rhythm through the brand’s new/next lifestyle. W Chengdu is situated within Chengdu’s Hi-Tech Industrial Development Zone, shaking up the local hospitality scene and creating a welcoming vibe for creative entrepreneurs and stylish trendsetters. As UNESCO’s first City of Gastronomy in Asia, Chengdu is famed for its fiery Sichuan cuisine drawing in f...
The Ritz-Carlton, Paradise Valley Appoints Steven Szenasi as General Manager
Five Star Development | October 19, 2020
Paradise Valley, Ariz. (Oct. 19, 2020) – The Ritz-Carlton, Paradise Valley is pleased to announce that Mr. Steven Szenasi has been appointed general manager ahead of the resort’s late 2021 opening. As the first Ritz-Carlton to be built in North America in over a decade and the centerpiece of the $2 billion, 122-acre luxury master-planned development of The Palmeraie, The Ritz-Carlton, Paradise Valley is positioned to become a flagship property for The Ritz-Carlton brand. Szenasi brings with him exceptional expertise in luxury hotel operations as well as celebrated success across The Ritz-Carlton portfolio. “Steven is an exempl...
Harvey Leis Joins Belle Meade Hospitality
Belle Meade Hospitality | October 19, 2020
Belle Meade Hospitality, custom casegoods and seating manufacturer, is excited to welcome Harvey Leis to our sales team. He will service the Mid Atlantic and Northeast USA. Bringing over 25 years of experience in the furniture industry, from design, product development, to sales, he has established a reputation as a highly respected hospitality professional and will be an asset to your procurement needs with his experience and expertise. Harvey is based in Pennsylvania and can be reached at creativinc@gmail.com...
Hospitality Financial Leadership: EFTEs, Productivity Measurements – Why Use Both
David Lund | October 19, 2020
By David Lund Most hotels measure payroll as a percentage of revenue or, as it is commonly referred to, labor cost percentage. This is not helpful. Why, you ask? Well, first of all, if sales magically increase because of an increase in the average room rate or average cover, your labor cost will automatically improve. Did anyone actually do anything better with the payroll? No. Or, if there is an increase in wages due to an outside force like the minimum wage increased, then your labor cost will suffer and did anyone actually do anything negative? No. So you see the limitations of labor cost percentage. Let me introduce the two differen...
HotelSiteXPRESS Offers All-Inclusive Website Solution at Affordable Monthly Rates for Any Size Hotel
Lodging Interactive and Commingle:Engage | October 19, 2020
PARSIPPANY, NJ – October 19, 2020 - Lodging Interactive, a full-service digital marketing, social media engagement, and reputation management agency exclusively serving the hospitality industry, is making it possible for hotels to upgrade their existing website and digital marketing efforts through the company’s affordable, fully managed, HotelSiteXPRESS services. “With our HotelSiteXPRESS services any property can now afford to upgrade their website to a mobile responsive and ADA compliant online sales machine,” said DJ Vallauri, Founder & CEO of Lodging Interactive. “And with limited marketing budgets going into 2021, pro...
New 91-Room Courtyard by Marriott Set to Open in Portland, Oregon
Courtyard by Marriott | October 19, 2020
Portland, OR – October 19, 2020 – Courtyard by Marriott Portland East is scheduled to open its doors in Portland, Oregon this Wednesday, October 21st. Featuring an innovative lobby space as well as Courtyard’s latest contemporary room design, the new hotel provides flexibility and choices that allow guests to optimize and elevate their travel experience. Located at 2811 NE 181st Avenue, the 91-room hotel will operate as a Marriott franchise, owned by Lodging Management Northwest LLC and managed by InnVentures LLC of Tukwila, Washington. Whether traveling for business or pleasure, the Courtyard by Marriott Portland East offers gue...
Study: In Era of COVID-19, Airlines and Airports Must Do More to Accommodate Stressed-Out Passengers
Florida Atlantic University | October 19, 2020
Personalized Profiles, Encouraging Messages Would Help Travelers Cope BOCA RATON, Fla. (Oct. 19, 2020) – With the coronavirus crisis dealing the travel industry one of the biggest blows in its history, a new study from researchers at Florida Atlantic and Florida Gulf Coast universities suggests that airlines and airports should be doing more to help passengers cope with stress. Airlines and airports need to design services and create marketing strategies for passengers dealing with stressful leisure travel, according to Ye Zhang, Ph.D., and Melanie Lorenz, Ph.D., both of FAU, and Jase Ramsey, Ph.D., of FGCU. The study, published i...
Siegel Sez – This Year’s Odd HITEC Pilgrimage
Douglas Rice | October 16, 2020
October 16, 2020 I took three flights last week and, yes, they were all horse related. I flew three legs on three airlines-- Southwest, Jet Blue and Delta. After meeting with friends who flew American and United, all I can say is stick to the three I mentioned. I can’t believe other airlines are packing people in. The three I flew all kept the middle seats empty and if you were lucky enough to get upgraded to first class on Delta they kept the seat next to you unoccupied. Maybe I am overreacting, but if our ultimate goal is to get people flying and staying in hotels again it helps knowing that some airlines are doing what they can to mak...
Do You Want Your Emails to Have a Better “Open Rate?” Try These 6 Tipping Points Designed to Help You Accomplish That
Gary Hernbroth | October 15, 2020
By Gary Hernbroth "Irresistible attraction." "Curiosity." "Immediate attention." No, I'm not describing the light-headed feeling of romance. I'm describing three of the most critical elements that the subject line in your emails should contain. Just how important is the subject line? VERY. Without one -- and a good one, too -- your email is more likely to end up in the "delete" trash heap. TechJury reports that our average email inbox is 200 each day, with approximately 50% of them being spam. Alarmingly, 69% of email recipients report email as spam based solely on the subject line. Ouch! So what chance does your email h...
Hotel Sales Habitudes for the Long Ride to a Slow Recovery
Doug Kennedy | October 15, 2020
By Doug Kennedy Now that we are beyond six months into this pandemic era, most hotel salespeople and their leaders have come to accept that it is going to be a long, slow ride to a full recovery. For those of us who have experienced loss, the emotions may have felt similar to moving through what grief counselors call the “Five Stages of Grief.” Although losing a loved one or going through a divorce is of course much worse than suffering a career disruption, the salespeople I speak with about this analogy seem to agree that their emotions have followed similar patterns. First, denial and waiting for something miraculous to happen to ...
What Paranormal Tourism Reveals About the Human Psyche
James Houran | October 15, 2020
By James Houran, Ph.D., Dallas October is ‘Halloween season’ – a fun cultural holiday for many people worldwide. It represents a socially sanctioned time of year when children and adults alike can escape to a realm of fantasy and mystery that involves the simultaneous expression of the ‘lighter’ and ‘darker’ sides of human nature. In addition to carving pumpkins, dressing in costume, and the nightly ritual of trick-or-treating, a favourite activity this month for many people is the psychosocial phenomenon known as ‘paranormal tourism.’ In fact, these excursions are very popular throughout the entire year. Over the past de...
STR: U.S. Hotel Results for Week Ending 10 October
STR | October 15, 2020
HENDERSONVILLE, Tennessee— U.S. hotel weekly occupancy hit 50% for just the second time since the low point of the pandemic, according to the latest data from STR through 10 October. 4-10 October 2020 (percentage change from comparable week in 2019): Occupancy: 50.0% (-29.2%) Average daily rate (ADR): US$97.67 (-25.9%) Revenue per available room (RevPAR): US$48.85 (-47.5%) While a handful of the highest occupancy markets were those in areas affected by natural disasters (i.e. California wildfires), Saturday produced the week’s highest occupancy (65.2%) and ADR (US$110.84), indicating that the leisure and weekend staycatio...
STR: Canada Hotel Results for Week Ending 10 October
STR | October 15, 2020
HENDERSONVILLE, Tennessee—STR data for 4-10 October 2020 showed slightly lower performance from prior weeks for Canada’s hotel industry. 4-10 October 2020 (percentage change from comparable week in 2019): Occupancy: 32.2% (-54.0%) Average daily rate (ADR): CAD115.03 (-27.9%) Revenue per available room (RevPAR): CAD37.09 (-66.8%) Occupancy for previous weeks came in at 34.0% (3 October), 35.6% (26 September), and 37.0% (19 September), respectively. For the week ending with 10 October, British Columbia (41.2%) was the only province to reach or surpass a 40% occupancy level. Among the major markets, Vancouver saw the...
Ritualizing The Customer Experience
Shep Hyken | October 15, 2020
By Shep Hyken I love hanging around smart people, and my friend Todd Hartley is one of the very smartest. He runs WireBuzz, an agency that uses videos to help their clients sell and service their customers, clients, guests, etc. He was interviewing me for his podcast and used the phrase, “ritualize the experience.” He used it in passing, but I realized this is a rock-solid concept that is appropriate for everyone in any company and any industry. I wrote those three words down so I wouldn’t forget them and then thought about them for the next few hours. Ritualizing the experience starts by understanding the process around y...
