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
Customer Service Week: A Time to Celebrate Customers AND Employees
Shep Hyken | October 1, 2020
By Shep Hyken It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week, which happens the first full week of October each year. This year it’s October 5-9. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. I also believe it’s a time to think about our customers as well. With that in mind, as this week approaches, now is a great time to ask an important questi...
Duluth Capital Investments Opens New Staybridge Suites in Duluth, Georgia
October 1, 2020
A five-floor Staybridge Suites opened on Wednesday, September 30 in Duluth, Georgia. Conveniently located at the Duluth Highway exit of Interstate 85, the new hotel has 99 spacious guest suites, each of which features a full modern kitchen as well as separate areas for sleeping and for working or relaxing. “The opening of our hotel represents the desire of Americans to resume business and leisure travel in a way that is comfortable, safe, and smart,” said Okello M. Odongo, General Manager. “Our guests can enjoy design and furnishings that are above and beyond any other hotel in the area, while staying protected by unmatched hygie...
HALL Arts Hotel Appoints Ginger Martin as General Manager
HALL Arts Hotel | October 1, 2020
DALLAS (October 1, 2020) – HALL Arts Hotel, the luxury boutique hotel in the heart of the Dallas Arts District, is proud to welcome hospitality-leader Ginger Martin as general manager of the hotel and Haydee Hernandez as general manager of Ellie’s Restaurant & Lounge. GINGER MARTIN, GENERAL MANAGER OF HALL ARTS HOTEL In her new role as general manager, Martin oversees all day-to-day operations for HALL Arts Hotel, including hotel and food and beverage services, budget, staffing and leadership, and is responsible for curating and maintaining an unforgettable guest experience for everyone who walks in the door. A Texas native, Mart...
Twin River Worldwide Holdings to Acquire Jumer’s Casino & Hotel for $120M
Twin River | October 1, 2020
PROVIDENCE, R.I., Oct. 1, 2020 - Twin River Worldwide Holdings, Inc. (NYSE: TRWH) ("Twin River" or the "Company") today announced that it has entered into an agreement with Delaware North Companies Gaming & Entertainment, Inc. to acquire Jumer's Casino & Hotel ("Jumer's") in Rock Island, Illinois for a purchase price of $120 million in cash. The total consideration for the transaction represents an implied proforma purchase multiple of approximately 7.4x trailing twelve months earnings before interest, taxes, depreciation and amortization ("Adjusted EBITDA") (for the period ended December 31, 2019). The multiple excludes the impac...
Tourism Tidbits: Making Memories/Selling Memories in a Time of Too Few Good Memories
Dr. Peter E. Tarlow | October 1, 2020
By Dr. Peter Tarlow Throughout the northern hemisphere, October begins to set the stage for the winter months. Its tourism leaders think about travel during the winter months and although they know that weather conditions might be harsh, there are many new opportunities for winter sports and holiday festivals. In the southern hemisphere October is a time to plan for summer and school vacations. Soon people will have more time for leisure and visitors from harsh northern climates consider warmer locations as a way to escape from the damp cold days of winter. Throughout much of the planet, autumn’s leaves turn the world into a sea ...
Sacramento Most Expensive U.S. City for Hotels, Survey Shows
Cheaphotels.org | October 1, 2020
According to the latest survey by Cheaphotels.org, Sacramento is currently the most expensive city in the United States for hotel accommodations, This year's results, however, were heavily skewed by the COVID-19 pandemic. The survey compared hotel rates across 50 urban destinations in the U.S. Average rates for the least expensive double room during October 2020 for each destination were determined and only centrally located hotels with a 3-star rating or higher were considered. Sacramento topped the rankings with an average price of $131 for the most affordable double room. Cincinnati and Phoenix complete the podium, with average rates...
YOTELPAD Park City Set for November Opening in Utah
Replay | October 1, 2020
Replay Destinations, YOTEL and Benchmark Announce Brandon Tyler General Manager of New Hotel Park City, Utah, October 1, 2020 … Today Replay Destinations, YOTEL and BENCHMARK®, a global hospitality company, announced the expected opening date, operations structure and the general manager for a new hotel that will open this ski season in Park City. Developed by Replay Destinations in Canyons Village at the base of Park City Mountain Resort, YOTELPAD Park City will be the newest hotel to open in Park City and the first YOTELPAD concept to open globally. YOTELPAD Park City began construction in spring 2019 and is scheduled for completio...
Caesars Entertainment and VICI Properties Complete Sale of Harrah’s Reno to CAI Investments for $41.5M
Caesars Entertainment | October 1, 2020
NEW YORK - Caesars Entertainment, Inc. (NASDAQ: CZR) (“Caesars Entertainment” or “Caesars”) and VICI Properties Inc. (NYSE:VICI) (“VICI Properties” or “VICI”) today announced they have completed the previously disclosed transaction to sell Harrah’s Reno Hotel and Casino (“Harrah’s Reno”) to an affiliate of CAI Investments for $41.5 million. The proceeds of the transaction were split 75% to VICI and 25% to Caesars, while the annual rent payments under the Regional Master Lease between Caesars and VICI remain unchanged. Forward-Looking Statements This press release includes forward-looking statements within the me...
Aloft Debuts in Japan With Opening of Aloft Tokyo Ginza
Aloft Hotels | October 1, 2020
Aloft Hotels, Marriott International’s brand for music enthusiasts and tech-savvy travellers, today announced the opening of Aloft Tokyo Ginza, the first Aloft hotel to open in Japan. With its highly original design conceptualized as a nod to Ginza’s “Miyuki-zoku” youth subculture movement of the 1960s, Aloft Tokyo Ginza showcases an eclectic mix of neon colours, graffiti, and urban art inspired by Tokyo’s iconic street culture. Located in Ginza, Tokyo’s most famous shopping, dining, and entertainment district, the new Aloft Tokyo Ginza is just a short walk away from Ginza Six shopping mall, the Mitsukoshi Ginza department stor...
Marriott Hotels Brand Opens Batam Marriott Hotel Harbour Bay in Indonesia
Marriott Hotels | October 1, 2020
Marriott International Inc. today announced the opening of Batam Marriott Hotel Harbour Bay on Batam island, the largest island in Indonesia’s Riau archipelago province and a favorite getaway destination for visitors from nearby Singapore. The new hotel is located on the island's laid-back waterfront hub of Harbour Bay, near its Ferry Terminal, where a pleasant 40-minute high-speed ferry ride whisks both leisure and business travelers to and from Singapore, 32 kilometers away across the Singapore Strait. With its sophisticated spaces and inspired hospitality, the new Batam Marriott Harbour Bay promises to reinvent visitors' experience of th...
Mali Carow Appointed General Manager of Upcoming Four Seasons Hotel and Private Residences New Orleans
Four Seasons Hotel and Private Residences New Orleans | October 1, 2020
NEW ORLEANS, La. – As the highly anticipated Four Seasons Hotel and Private Residences New Orleans continues to prepare for its grand opening next year, General Manager Mali Carow is overseeing every detail of what will be one of the largest hotels in the company’s portfolio. “For the past 20 years, Mali has brought her characteristic enthusiasm and energy into every role, and I can think of no one better to introduce Four Seasons to the great city of New Orleans. Her passion and global experience will be critical as we usher in a new chapter for this iconic property,” says Christian Clerc, President, Global Operations, Fo...
2021 Hotel Forecast
Robert Rauch | October 1, 2020
By Robert Rauch The COVID-19 pandemic has caused unprecedented disruption to the hospitality industry, so when it comes to mapping a post-pandemic recovery, it’s clear that we are in uncharted territory. The Lodging Conference hosted Bernard Bauhmohl, Chief Economist of the Economic Outlook Group. His remarks related to vaccines, treatments, lack of stimulus package and election results led us to believe we are in for a longer ride along the trough of this recession. Our assessment is that we are at the midpoint with Q2 and Q3 behind us, two more quarters of recession will put us at one full year, close to the average length of a rece...
Travel CEOs Unite in Stark Call for Relief Bill
U.S. Travel Association | October 1, 2020
WASHINGTON (October 1, 2020)—The CEOs of 17 of the largest U.S. travel companies joined the U.S. Travel Association in the following statement pleading with leaders in Washington to advance a subsequent round of legislative relief from the economic fallout of the COVID-19 pandemic: “In the strongest possible terms, we urge Congress and the administration to reach agreement before the election on a relief package that will give travel employers—and the millions of livelihoods they support—a fighting chance to survive. “We represent an industry that accounts for nearly 40% of all the U.S. jobs that have been lost to the coronavi...
Dormio Resorts & Hotels and NextPax Travel Technology Announce Partnership
NextPax | October 1, 2020
NextPax, provider of channel management technology and Dormio Resorts & Hotels, specialized in the rental, administration and management of holiday resorts and hotels, announce a distribution partnership. As of today, the inventory of Dormio is available on a large number of distribution channels via the connection with NextPax, including Airbnb, HomeAway/Vrbo, Holidu, e-domizil, BungalowSpecials and HomeToGo. As market leader for online distribution of holiday parks in the Benelux countries, NextPax provides the connectivity to list and synchronize the inventory of Dormio on all connected channels. ’We receive the fast growing invento...
U.S. Travel Announces New Dates for IPW 2021 in Las Vegas
The U.S. Travel Association | October 1, 2020
WASHINGTON (October 1, 2020)—The U.S. Travel Association today announced that IPW, its annual international inbound travel trade show, will be a live, in-person event held in Las Vegas from September 18-22, 2021. The September dates are revised from previously released 2021 event dates. U.S. Travel, together with premier sponsor Brand USA and our hosts, the Las Vegas Convention and Visitors Authority and Travel Nevada, secured later dates to provide additional time for international long-haul travel to the United States to broadly resume. “Next year’s IPW will reunite the global travel community and be the keystone for safely rebu...
Nobu Hospitality Debuts Nobu Hotel Palo Alto Following Complete Transformation
Nobu Hotel Palo Alto | October 1, 2020
PALO ALTO, Calif. (Oct. 1, 2020) – Nobu Hospitality, the globally established lifestyle brand founded by Nobu Matsuhisa, Robert De Niro and Meir Teper, is delighted to announce the debut of Nobu Hotel Palo Alto. The 73- room boutique hotel in the heart of Silicon Valley has undergone an extensive multi-million dollar renovation to unveil a completely brand-new hotel. The exciting transformation elevated the world-renowned Nobu hospitality, Palo Alto-style, with an impressive new facade, intimate arrival experience and lobby, new Nobu dining spaces, redesigned guest rooms, and the exclusive Nobu Ryokan guest experience. “We are exc...
GCommerce and The Hotels Network Announce Strategic Partnership
GCommerce | October 1, 2020
Park City, UT, October 1, 2020 - GCommerce, a leading, hospitality digital marketing agency, has partnered with The Hotels Network, an innovative hotel tech company providing a full-stack direct growth platform. With GCommerce’s proven marketing strategies and The Hotels Network’s tools, this partnership will give clients the potential to increase direct bookings, providing websites with personalized shopping experiences for users and strengthening relationships between hotel brands and guests. “The partnership between The Hotels Network and GCommerce is a natural fit,” stated Lindley Cotton, President & Partner of GCommerce...
Marcus Hotels & Resorts Appoints Andrew Flack as Chief Commercial Officer
Marcus Hotels & Resorts | September 30, 2020
MILWAUKEE - Marcus® Hotels & Resorts, a nationally recognized hotel owner and management company and division of The Marcus Corporation (NYSE: MCS), today announced the appointment of Andrew Flack as its first ever chief commercial officer. Flack is a globally-experienced, results-oriented, proven leader with over 30 years of hospitality industry experience. Flack most recently served as vice president marketing & eCommerce with Hilton Worldwide. In this role, he supported more than 5,000 managed and franchised properties, with oversight for 140 team members located throughout the Americas. Andrew’s previous roles with Hilton i...
A Deep Dive Into Japan’s Road to Recovery
September 30, 2020
While many nations have lifted COVID-19-related limits on travelers, entry restrictions for international travelers in Japan remain in place. However, the Japanese government has launched a “Go to Travel” campaign to promote domestic travel and help boost local businesses. But while hotel occupancy has improved thanks to this government campaign, levels remain well below pre-pandemic levels with full recovery not expected for years. COVID-19 “second wave” & Go to Travel campaign impact The Go to Travel campaign provides subsidies of up to 50 percent on transportation, hotels, restaurants, tourist attractions and sh...
Beyond COVID-19: Leadership Skills Fit for the Future
EHL | September 30, 2020
It is no secret that the current public health crisis has sent the economy into turmoil, leaving businesses large and small fighting for survival and a workforce living through exceptionally challenging times. Against the backdrop of uncertain markets and the UN’s forecast global economy contraction of 3.2% in 2020, it is particularly important to be equipped with pertinent leadership skills. As we emerge from this crisis, it may be tempting to cut spending on leadership development in an effort to balance the books. However, it is at this time more than ever that appropriately skilled leaders can play their part in righting the ship. Wi...
Park Inn by Radisson Vilnius Airport Hotel & Business Centre Opens in Lithuania
Park Inn by Radisson | September 30, 2020
Brussels/Vilnius - September 30, 2020 - Radisson Hotel Group confirms its commitment to the Baltic market with the opening of a Park Inn by Radisson hotel at Vilnius Airport. With 120 guest rooms, four meeting rooms totaling 400 sq. m., the Italian style Bocca Buona restaurant and bar, a modern gym and parking, the new upper-midscale hotel offers guests the best and most convenient start to their trips. Tom Flanagan Karttunen, Area Senior Vice President, Northern & Western Europe for Radisson Hotel Group, said, “We are delighted to open the most convenient hotel at Vilnius Airport. In these challenging times for the travel industry,...
Interior Design for Safe and Aesthetically Pleasing Hotel Spaces
Larry Mogelonsky | September 30, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) All the structural upgrades to your hotel are probably unsightly, but you put them in place because you had to in order to protect your guests. Still, with COVID-19 here to stay, it’s time to look at how to combine safety with interior design features that are pleasing to the eyes. Now that autumn and winter are here, hideous lobbies or other indoor spaces can mean decreased F&B revenues and lower overall guest satisfaction as all visitors won’t feel warm and cozy amidst so much gaudy viral safety mania. You don’t want your lobby bar or restaurants to look abandoned as a r...
Paramount Lodging Advisors Successfully Transacts the Spanish Garden Inn Santa Barbara
Paramount Lodging Advisors | September 30, 2020
Santa Barbara, CA - Paramount Lodging Advisors (PLA) has successfully executed on the sale of the Spanish Garden Inn. The Spanish Garden Inn is an award-winning luxury boutique hotel located within walking distance to many of Santa Barbara’s renowned cultural centers and restaurants. The hotel's 24 luxuriously-appointed guestrooms and suites are spread throughout 5 buildings surrounding a central courtyard with fountain and lush gardens. Scott Griemsmann, Eric Gunderson and Subu Thiagarajan represented the Seller in the transaction. “In spite of the challenges surrounding Covid-19, this asset generated tremendous interest which is a...
The Unbound Collection by Hyatt Welcomes Grand Wuji Hotel in Nanjing, China
The Unbound Collection by Hyatt | September 30, 2020
CHICAGO (September 29, 2020) – Hyatt Hotels Corporation (NYSE: H) today announced the opening of the wellbeing-focused Grand WUJI Hotel in Nanjing, the capital of Jiangsu Province, which marks the fourth property in China for The Unbound Collection by Hyatt as the brand expands its footprint globally in markets that matter most to guests and World of Hyatt members. “We are very excited to welcome guests to experience an extraordinary journey at Grand WUJI Hotel,” said Mr. Jenkin Li, general manager of the hotel. “At Grand WUJI Hotel, the essence of a healthy lifestyle is integrated into every detail of the guest experience. The res...
