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
10 New Creative Room Types to Boost Revenue
Cendyn | October 8, 2020
Try these new creative room types to boost revenue Hotel marketing has always been a blend of creativity and data. There’s equal parts of data-driven revenue management, copywriting and consumer psychology. At the start of the pandemic, marketing was put on hold at many organizations as operations adjusted to the new normal. Now, during a pandemic with hyper-local ebbs and flows, creativity reigns supreme. It’s a great time to experiment with new ways of making money! It comes down to finding creative ideas that can enhance your marketability without resorting to discounts. By providing value-added experiences, rather than rate cuts, ...
Baird/STR Hotel Stock Index Drops 7.1% in September
Baird | October 7, 2020
HENDERSONVILLE, Tennessee, and MILWAUKEE—The Baird/STR Hotel Stock Index dropped 7.1% in September to a level of 3,329. Year to date through the first nine months of 2020, the stock index was down 36.8%. “Hotel stocks declined in September, which mirrored the broader market’s pullback,” said Michael Bellisario, senior hotel research analyst and director at Baird. “After significant absolute and relative gains in August, the September declines were modest in comparison. Investors have become more focused on a potentially slower economic growth outlook, an expected rise in coronavirus case counts as colder weather approaches, and t...
Service Properties Trust Terminates Agreements With Marriott for 122 Hotels
Service Properties Trust | October 7, 2020
SVC Terminated Marriott Agreements for Failure to Meet 80% Termination Threshold for Cumulative Owner’s Priority Returns to SVC through August SVC Plans to Transfer the Management of 98 of the 122 Hotels to Sonesta SVC has Entered Agreements to Sell 24 of the 122 Hotels for $153 million NEWTON, Mass. - Service Properties Trust (Nasdaq: SVC), or SVC, today announced that it has terminated the management agreements for 122 hotels with Marriott International, Inc. (NYSE: MAR), or MAR. As previously announced, SVC sent a letter requesting MAR advance $11.0 million to cover the cumulative shortfall between the payments SVC had received to da...
COVID-19’s Impact on the Denver Lodging Market
HVS | October 7, 2020
Amid a worldwide pandemic, the lodging industry is facing a downturn that is greater than the past two lodging-market declines combined. During the Great Recession, Metro Denver’s occupancy fell roughly eight points from 65% in 2008 to 57% in 2009; this year, we forecast occupancy to drop from the 2019 benchmark of roughly 74% to 42%, reflecting a 32-point correction. Average rate declined from $106 in 2008 to $93 in 2009, a 12% drop; this year, we forecast ADR to fall 30% ($135 to $96). Denver – 2020-2023 Forecast Source: STR (Historical Years) and HVS (Forecast) Major factors contributing to our forecast are summarized as follo...
Crowne Plaza Sydney Darling Harbour Opens in Australia
IHG | October 7, 2020
After a 10-year hiatus, the Crowne Plaza brand has returned to Sydney’s CBD and Crowne Plaza Sydney Darling Harbour is now officially open. Opened by The Hon. Gladys Berejiklian, Premier of New South Wales, the ribbon cutting ceremony was also attended by some of the industry’s big names, including: CEO of Tourism Australia, Phillipa Harrison; CEO of The Accommodation Association of Australia, Dean Long; the CEO of Tourism & Transport Forum (TTF) Margy Osmond; and the General Manager of DNSW, Stephen Mahoney. Managing Director of IHG Australasia & Japan, Leanne Harwood, said the opening was a strong show of unity and an indi...
Customer Disservice
Shep Hyken | October 7, 2020
By Shep Hyken One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there. He was waiting for the package, which contained medicine that was temperature-sensitive. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. This phrase has no definition. It is not merely the opposite of customer service—that would be bad customer service. This scenario was more like “no customer service....
Tapping Into the Next Normal of the Remote Workforce
Larry Mogelonsky | October 7, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) With no clear end to the COVID-19 craziness, many companies are considering permanent work-from-home policies. While this may be troubling news for commercial real estate owners, there is an opportunity for hotels to capitalize upon this post-pandemic trend. While there are some very strong benefits to this new way of life – such as saving time on commuting, more flexible work schedules and fewer Starbucks runs draining the wallet – a few stark drawbacks are starting to make themselves known. Namely, people can get somewhat stir-crazy from being isolated. We are social animals, ...
Paramount Lodging Advisors (PLA) Leads the Sale of the Hampton Inn Houston NW
Paramount Lodging Advisors | October 7, 2020
Paramount Lodging Advisors (PLA) is pleased to announce the sale of the Hampton Inn NW (Subject) located in Houston, TX. PLA was exclusively engaged to represent the seller in the transaction of the 62-room property. The marketing efforts were led by Managing Director Kami Burnette, Senior Associate Subu Thiagarajan and Associate Mason McDavid. The Houston hotel is located in the northwest Houston MSA and ideally situated at the intersection of US Route 290 and TX State Highway 6. The Buyer plans to renovate and maintain the Subject as a Hampton Inn for the remainder of the term. “There has been much discussion over the near-term...
Pradeep Raman Appointed General Manager of Baccarat Hotel New York
Baccarat Hotel New York | October 7, 2020
NEW YORK, NY, October 7, 2020 – Pradeep Raman has been named General Manager of the Forbes Five Star AAA Five Diamond Baccarat Hotel New York In this role, he oversees the day to day operation of the flagship hotel, which reimagined the elegance and perfection of the legendary French crystal maker into a luxury lifestyle hospitality brand when it opened in March of 2015. “We are thrilled to welcome Pradeep to the Baccarat Hotel team,” said Arash Azarbarzin, CEO, SH Hotels & Resorts. “We are confident that he will continue the tradition of extraordinary service and position the Hotel for a successful reopening during these unp...
Aimbridge Hospitality Promotes David Capps to Executive Vice President of Development
Aimbridge Hospitality | October 7, 2020
[Plano, TX] (October 7, 2020) – Aimbridge Hospitality, the leading, global, third-party hotel management company, has promoted David Capps to serve as Executive Vice President of Development. Capps has been an integral part of Aimbridge Hospitality’s business development team for a decade, identifying management growth opportunities across all hotel verticals, fostering new joint venture opportunities, and working with capital partners, lenders, brokers, and brands. During his tenure, he has been responsible for the addition of over $1 Billion in hotel real estate value to the company’s portfolio. “I am delighted to announce t...
HSMAI Is Accepting 2020 Adrian Award Entries
HSMAI | October 7, 2020
(McLean, VA, October 6, 2020) The Hospitality Sales and Marketing Association International (HSMAI) is now accepting entries for the 2020 Adrian Awards. The 64th Annual Adrian Awards focuses on the best practices, innovation, and community shown in hospitality campaigns and coronavirus crisis responses. This year, HSMAI has redesigned the Adrian Awards to reflect the current travel landscape and streamlined entry, lowered costs, as well as set a later submission deadline to allow recognition of more great work. “The Adrian Awards take on a new and vital meaning in 2020,” said Robert A. Gilbert, CHME, CHBA, president and CEO of HSMAI....
Sunway City Kuala Lumpur Launches $60M Transformation of Its Flagship Sunway Resort Hotel & Spa
Sunway Group | October 7, 2020
KUALA LUMPUR, MALAYSIA; 7 OCTOBER 2020 – Sunway City Kuala Lumpur has earmarked USD60 million for a tantalising transformation of its flagship property, Sunway Resort Hotel & Spa, in a bold drive to establish the urban destination as Asia’s leading integrated resort complex and a regional tourism hub. Pioneering Sunway Group’s investment in Sunway Resort Hotel & Spa is the most extensive initiative in the resort’s 24-year history and sets out a visionary remodelling for a premier hospitality and entertainment development that will create a new benchmark for business and leisure experiences in the region for decades to come...
AHLA Statement on Stalled Negotiations on New Covid Relief Legislation
AHLA | October 7, 2020
WASHINGTON (October 7, 2020) – The following is a statement from Chip Rogers, president and CEO of the American Hotel & Lodging Association, on the stalled negotiations surrounding additional COVID relief legislation. “This is unacceptable and unconceivable with millions of Americans out of work and thousands of small businesses barely hanging on. It’s time for our leaders in Washington to put politics aside and chart a bipartisan path forward to help businesses and employees in the hardest-hit industries. Millions of jobs and the livelihoods of people who have built their small business for decades are just withering away becau...
U.S. Travel Expresses Extreme Disappointment on Relief Talks Ending
The U.S. Travel Association | October 7, 2020
WASHINGTON (October 7, 2020)—U.S. Travel Association President and CEO Roger Dow issued the following statement on the White House ending coronavirus relief negotiations: “Hardworking Americans whose livelihoods depend on travel and tourism cannot wait until after the election for relief. The reality is that small businesses in every pocket of America are shuttering—they needed relief months ago, which has been made clear week after week. “With millions of Americans suffering, it is woefully shortsighted to end relief negotiations. New data from Tourism Economics shows that, without immediate aid, 50% of all travel-supported job...
Alila Marea Beach Resort Encinitas Appoints Benjamin Thiele as General Manager
Alila Marea Beach Resort Encinitas | October 7, 2020
ENCINITAS, Calif. (October 7, 2020) – Alila Marea Beach Resort Encinitas is pleased to announce the appointment of Benjamin Thiele to General Manager. Situated along the coastal bluffs in one of Southern California’s most iconic coastal towns, the 130-room Alila Marea Beach Resort Encinitas is slated to open early 2021 and looks to deliver authentic luxury experiences in a world-class beachfront setting. As part of Hyatt’s growing Alila brand portfolio, Alila Marea Beach Resort Encinitas is set to mark a significant milestone for the brand as the first new-build Alila resort in the Americas and second property in the U.S. Thiele join...
Grand Universe Lucca, Autograph Collection Plans December Opening in Italy
October 7, 2020
LUCCA, ITALY – OCTOBER 2020: The fascinating, medieval city walls that surround Lucca, Italy, are welcoming its first full-service luxury hotel when the Grand Universe Lucca, Autograph Collection, opens in the heart of its historic old town on December 1st. Standing stylishly and overlooking Piazza del Giglio and Piazza Napoleone, the former 16th century palazzo will debut a masterfully renovated design, fueled by an arts and music-focused concept that is beautifully evocative of the city’s past and present. Grand Universe Lucca will add 55 superbly furnished rooms and suites, an elegant fine dining restaurant, a lounge area with a ...
Why Independent Call Centers Often Outshine Hotel Brands
Travel Outlook Hotel Reservation Call Center Services | October 7, 2020
Most hotels have suffered a major decline in sales leads from reliable digital channels. Can the voice channel pick up the slack and drive direct bookings? Doug Kennedy, President of the renowned Kennedy Training Network, certainly believes it can. In the following interview, Kennedy discusses why the voice channel matters more than ever, and how hotels can convert more phone inquiries. He also discusses why well-trained independent call centers often outperform hotel brands. Interviewer: What are the most interesting and rewarding parts of your job? Doug: I would say the most interesting part is that I get to work with an incr...
COVID-19 Is Driving Hotel Guests to Focus on Wellness
Amadeus Hospitality | October 7, 2020
Following COVID-19 health concerns, hotels that address the expectations of the new wellness-focused guest will be best positioned to attract bookings in the return to travel. COVID-19 has no doubt created global disruption, particularly in the hospitality industry. Yet, with change comes opportunity, and the chance to reevaluate how we can emerge from the crisis stronger and more resilient. With individuals around the world focused more on health and wellbeing, providing a deeply relaxing and wellness-focused hotel experience is likely to be valued now more than ever before. “It generally takes a major event to be a catalyst for r...
Hôtel de Verbier Partners With INTELITY to Enhance Their In-Room Guest Experience
INTELITY | October 7, 2020
The luxury Swiss property is supplying guests with brand new in-room tablets for a completely seamless guest stay Los Angeles, CA (October 7, 2020) - INTELITY®, the developer of hospitality’s most comprehensive guest experience and staff management platform, announced today its partnership with Hôtel de Verbier in Verbier, Switzerland. The four-star property nestled in the majestic Swiss Alps will deploy key elements of the INTELITY platform, including beautiful 10” tablets for contactless in-room dining, a full digital compendium, amenity and activity reservations, messaging, and more, along with INTELITY’s staff operations solu...
Suitcase Hospitality Group Optimizes Revenue Management With Infor
Suitcase Hospitality | October 6, 2020
Infor EzRMS solution to help increase revenue from room sales through intelligent, self-learning features RUEIL-MALMAISON, France – 6 October 2020 - Infor today announced that French hotel group Suitcase Hospitality is continuing to deploy Infor's EzRMS revenue management solution across its properties to standardize its practices across all of its facilities. The cloud-based solution, based on AI (artificial intelligence) and its extensive learning capabilities, provides hospitality professionals with enhanced revenue management functionality and advanced tools to help improve customer service, in particular to better anticipate the com...
Renie Cavallari Wins Silver Lifetime Achievement Stevie® Award for Women in Business
Aspire | October 6, 2020
Renie Cavallari, Founder and CEO of Aspire, honored internationally for a Stevie 15 consecutive years "Outrageous! A Dynamo! A Change Innovator!" These are some ways people refer to Aspire and The RCI Institute's Founder & Chief Instigator, Renie Cavallari, who has brought imaginative, innovative, & productive change to the international business community. This is what has led Renie and Aspire, a global sales training, strategic consulting, and leadership development firm, to their 15th consecutive Stevie® Award. This year an extraordinary honor. In celebration of their 25th anniversary, Renie has been recognized for Lifetime ...
Hotel Ranga Appoints Emil Örn Valgarðsson as New Head Chef
Hotel Ranga | October 6, 2020
Hotel Ranga, an iconic destination in Iceland for seeing the Northern Lights, welcomes Emil Örn Valgarðsson as Head Chef of the property's acclaimed Rangá Restaurant. Overlooking one of Iceland's finest salmon rivers, the restaurant is known for featuring fresh, local, and seasonal ingredients and a menu showcasing the country’s most notable Nordic delicacies with a modern twist. "Our aim is to provide our guests with the best service possible and we feel that one of the highlights of their stay at Hotel Ranga should be their dining experience," said Friðrik Pálsson, Hotelier. "With that in mind, we are proud to introduce our new ...
Choice Hotels Signs With Fredric Washington to Develop Six Hotels in Florida
Choice Hotels International | October 6, 2020
ROCKVILLE, Md., Oct. 6, 2020 - Choice Hotels International, Inc.'s (NYSE: CHH) one-of-a-kind emerging markets franchise development program has awarded a contract to Fredric Washington to develop six hotels. This new contract with an African American entrepreneur represents the largest minority multi-unit franchise agreement executed in the program's history. "Choice Hotels has a longstanding, deep commitment to diversity, equity and inclusion, and we strive to make every associate, franchisee and guest feel welcome, wanted and respected — that's our brand promise," said Patrick Pacious, president and chief executive officer, Choice H...
Through August, Greater Boston Lodging Market Ranks as the Hardest Hit by Pandemic
Sebastian Colella | October 6, 2020
By Sebastian J. Colella The Greater Boston market has experienced a 71% decline in room revenue through August when compared to the same time last year, the largest decline of all top-25 markets according to STR. Hotels in Boston and Cambridge, as well as those in the Greater Boston area, began to feel the effects of the ongoing pandemic in early March, before many markets around the country. Declines in lodging demand showed improvement over the summer months as there was an uptick in leisure travel, however, this began to slow towards the second half of August. Despite this slight boost, lodging demand was still down 70% and 62% in July ...
