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
The Kahala Hotel and Resort Opens in Yokohama, Japan Featuring 146 Guestrooms
The Kahala Hotel & Resort | September 23, 2020
HONOLULU — The Kahala Hotel & Resort announced the official opening of The Kahala Hotel & Resort Yokohama on Wednesday, September 23, 2020. This is the first “Kahala” branded hotel outside of Hawaii, ushering a new era of Kahala aloha and hospitality in Japan. Furthering The Kahala’s reputation for luxury accommodations, the 146-room hotel welcomes guests with a range of amenities and relaxing spaces including an indoor bath spa, grand ballroom for conferences and banquets, five-room salon, 20-meter heated pool and training gym, a spacious lounge, and Italian and Japanese dining. The Yokohama property also weaves in element...
Small Businesses in Grave Peril Unless Washington Acts
The U.S. Travel Association | September 23, 2020
WASHINGTON (September 23, 2020)—More than half (55%) of all small travel businesses in the U.S. are at risk of either taking longer than six months to recover or never recovering at all, according to data released Wednesday by the U.S. Travel Association. The numbers, prepared for U.S. Travel by the data analytics firm Tourism Economics, indicate an extreme threat to travel-supported jobs, which employed one in 10 Americans pre-pandemic. A massive 95% of all accommodation and food service employment is found within small and medium-size businesses, as defined by the U.S. Small Business Administration, with only 5% of those sectors’ emp...
Gansevoort Meatpacking to Upgrade Guest Experience With Comprehensive Mobile Capabilities
INTELITY | September 23, 2020
The iconic Manhattan hotel will offer guests a custom mobile app equipped with check-in, key, and dining functionality through the INTELITY platform Los Angeles, CA (September 23, 2020) - INTELITY®, the provider of the hospitality industry’s broadest guest experience and staff management platform, has signed a deal with Gansevoort Meatpacking to provide mobile capabilities to both guests and staff. The Meatpacking District’s landmark hotel will implement the INTELITY platform, including a new, branded mobile app that delivers control to guests and GEMS®, a back-office tool that streamlines operations. Opened in 2004, Gansevoort Me...
BLLA Concludes First Digital Summit, 10th Annual StayBoutique Awards
the Boutique & Lifestyle Leaders Association (BLLA) | September 23, 2020
LOS ANGELES (Sept. 23, 2020) -- Hotelier Ian Schrager and Thrive Global Founder and CEO Arianna Huffington were amongst the headliners who shared their hospitality insights with several hundred virtual attendees during the first Digital Summit by the Boutique Lifestyle Leaders Association (BLLA) on Sept. 17 and 18. The summit gathered boutique professionals from across the globe for two days of commerce, culture and art, concluding with the announcement of the winners of BLLA’s 10th annual StayBoutique Awards. Guests attended the conference via BLLA’s exclusive summit app available on mobile and desktop, which hosted over 80 speakers v...
Fitch: Expectations for U.S. Speculative Grade Corporates Coverage Ratios Weakened by Pandemic
Fitch Ratings | September 22, 2020
As the economy and the capital markets navigate toward a new normal, Fitch Ratings tracks how the pandemic affects its forecast fiscal 2020 performance, focusing on key liquidity benchmarks and how they evolve over time across industries and market segments. Coverage Ratios Weaken The overall forecast for median operating EBITDA/interest in Fitch’s portfolio weakened to 2.8x in mid-August from 3.2x at the end of March. Between the end of March and mid-August, expectations for median operating EBITDA/interest ratios for 2020 weakened the most for Gaming, Lodging & Leisure (GLL); Transportation; Media & Entertainment ...
Border Uncertainty Could Cripple Queensland’s Economic Rebound Warns Accor
Accor | September 22, 2020
With estimates that border closures are costing Queensland $17 million* a day, Accor Pacific, Australia’s largest hotel group, is calling for urgent action to save the ailing state. Simon McGrath, Chief Operating Officer for Accor Pacific, said: “The current border restrictions mean that Queensland will miss out on the summer dollar, a crucial period for local businesses, the economy and jobs. Now is when people are booking visits for the next 3 to 6 months and if they don’t have certainty that Queensland will be open, then Queensland will miss the surge in travel and fall behind other states. Queensland could go from leadershi...
European Hotel Investment Market: H1 2020
EHL Hospitality Insights | September 22, 2020
When Warren Buffett’s Berkshire Hathaway sold all of its airline stocks in April, it appeared as an affirmation to some investors that the future of travel was on the rocks – while for others, it reignited discussions on whether the widely respected Orcale of Omaha had ‘lost his touch’. The travel and tourism sector has undoubtedly been facing tumultuous times in the wake of COVID-19, with the International Air Transport Association (IATA) itself announcing that air travel will not recover until 2024. However, it would be hasty to presume that the prospects of hospitality are all doom and gloom. Newly released data from Cushman &am...
Benchmarking 101: The Bottom Line on Utility Costs
HotStats | September 22, 2020
In the age of COVID, numerous operating costs have decreased, as hoteliers have done all they can to reduce expenses to help offset the extreme reduction in revenue. Still, there’s never zero cost. Even a closed hotel has expenses. So, too, do hotels operating at reduced capacity. One of the areas that hoteliers should always be mindful of is utilities, which in the 11th edition of the Uniform System of Accounts for the Lodging Industry (USALI) are recorded in the Property & Maintenance schedule. Utilities include electricity, gas, propane, oil and water/sewer. Utilities can have a massive impact on a hotel’s profit. And even...
Hotel Equities Enter Strategic Alliance With The Witness Group, Assumes Management of 36-Hotel Portfolio
Hotel Equities | September 22, 2020
ATLANTA — (September 22, 2020) — Hotel ownership, management and development firm, Hotel Equities (“HE”), and its global private equity affiliate, Virtua Partners (“Virtua”), announced they have entered into a strategic alliance with The Witness Group (“TWG”), a premier hospitality development and investment group. Hotel Equities transitioned and assumed operations of The Witness Group’s portfolio of 36 hotels on September 1. Brands represented are Marriott, Hilton, IHG and Hyatt. Discussions on the strategic alliance began in early 2020. After identifying immediate synergy in company culture, values and vision, the con...
Nobody Asked Me, But… No. 237: Hotel History: Hotel Allegro, Chicago, Illinois
Stanley Turkel | September 22, 2020
By Stanley Turkel, CMHS Hotel History: Hotel Allegro, Chicago, IL, (483 rooms) The Hotel Allegro was created on the site of old Bismarck Hotel in 1998. The original Bismarck Hotel was built in 1894 by Emil and Karl Eitel, brothers from Stuttgart, Germany. The Eitels were pioneers who installed ice-boxes in the hotel's kitchen and air conditioning in the hotel's restaurants. During World War I, the Bismarck was renamed the Randolph Hotel because of anti-German sentiment. After the war, the Bismarck name was restored. When the Eitel brothers built a new 19-floor Bismarck Hotel, the 22-story Metropolitan Office Building and the 2500-seat P...
Frontline Staff Key to Top Performance in Inaugural J.D. Power Third-Party Hotel Management Guest Satisfaction Benchmark
J.D. Power | September 22, 2020
Crestline Hotels & Resorts Ranks Highest in Guest Satisfaction among Large Third-Party Hotel Management Companies TROY, Mich. - September 22, 2020 - Even in the age of digitally enabled, contactless hotel bookings and hand-sanitized check-ins, a key element driving hotel guest satisfaction with third-party management companies is staff service. That’s the central finding of the new J.D. Power 2020 Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today. For the first time, J.D. Power evaluates guest satisfaction for the largest third-party management companies. J.D. Power does so by analyzing guest responses t...
Vibeke Sansone Appointed Director of Sales & Marketing for JW Marriott Orlando Bonnet Creek Resort & Spa
JW Marriott Orlando Bonnet Creek Resort & Spa | September 22, 2020
JW Marriott Orlando Bonnet Creek Resort & Spa is pleased to announce the appointment of Vibeke Sansone as Director of Sales & Marketing. In her role at the newly opened luxury hotel, Sansone will develop strategies to establish JW Marriott Orlando Bonnet Creek Resort & Spa as a leader in the marketplace through the development of future and repeat business as well as a trailblazer in local business, namely the food and beverage outlets and leisure business. A longtime sales professional, Sansone brings more than 30 years of hospitality industry expertise to JW Marriott Orlando Bonnet Creek. After earning her bachelor’s degree...
Hall Arts Hotel Joins Curio Collection by Hilton
HALL Group | September 22, 2020
DALLAS (September 21, 2020) – Announced today, HALL Arts Hotel is now a member of Curio Collection by Hilton, a group of hand-selected, four and five star independent properties offering travelers local discovery and authentic experiences. Guests of HALL Arts Hotel that are also Hilton Honors members can take advantage of all the services and experiences that come with the Hilton name and its renowned Hilton Honors program. Opened in December 2019 and developed by Craig and Kathryn Hall, proprietors of California’s award-winning HALL, WALT and BACA Wines and founders of Dallas-based real estate company HALL Group, HALL Arts Hotel is th...
Silverwest Hotels Set to Open Le Meridien St. Louis Clayton Following Multimillion Dollar Renovation
Le Meridien St. Louis Clayton | September 22, 2020
(ST. LOUIS; September 22, 2020) – Le Meridien St. Louis Clayton (7730 Bonhomme Ave, St. Louis, MO 63105), has announced an opening date for the reimagined hotel in downtown Clayton, Missouri, located on Bonhomme Ave., just west of Hanley Road. The 268-room hotel will open on Thursday, October 1 after a multi-million dollar, full-scale transformation by Silverwest Hotels. Le Meridien St. Louis Clayton will be a new upscale hotel destination for creative and culturally-minded travelers and locals alike. The hotel features over 17,000 square feet of meeting space, state-of-the-art fitness center with panoramic views of downtown St. Louis...
Hotel Sales Skills for Selling Remotely: Mastering Virtual Meetings, Screen Sharing, & Personalized Video Emails
Doug Kennedy | September 22, 2020
By Doug Kennedy As hotels bring their sales teams online, sales managers have plenty of work to keep them busy with managing date changes for previously booked groups and events, yet the most vital task is to bring in new business. Meanwhile, the previously reliable flood of inbound RFP’s has slowed to a trickle, so the hotel sales culture needs to make a major pivot from “sales fishing” to “sales hunting.” During the last 10+ years of growth in demand, most hotel sales teams could drop their digital “bait” into a river filled with hungry “fish” and then reel-in new business. Now it is time to strap-on orange vests and go...
Introducing HospitalityVIEW, The Innovation Working Group of Global Hotel Industry Executives
HospitalityVIEW | September 22, 2020
Powered by IDeaS, HospitalityVIEW convenes premiere hotel industry thought leaders to chart a path to recovery through innovation MINNEAPOLIS—Sept. 22, 2020—HospitalityVIEW™, a new working group of global hotel industry executives, was formed to deliver high-level insights into the future of hospitality innovation. Powered by IDeaS, the world’s leading provider of revenue management software and services, HospitalityVIEW (Visionary Industry Executive Working group) launched with its first virtual meeting on September 17. Alex Dichter, senior partner at McKinsey and Company, delivered opening trend remarks. Klaus Kohlmayr, chief ...
Lodging Interactive Launches Micro-Wedding Lead Generation Service With Guaranteed Leads
Lodging Interactive and Commingle:Engage | September 22, 2020
PARSIPPANY, NJ – September 22, 2020 - Lodging Interactive, a full-service digital marketing, social media engagement, and reputation management agency exclusively serving the hospitality industry, today announced the roll out of its micro-wedding lead generation service for hotels. The service has been developed to target the fast-growing small wedding market which can provide immediate revenue for properties during the global pandemic crisis. “Micro-weddings are typically less than 20 guests and have a shorter and much more simplistic timeline. Most have a quick ceremony and a casual and relaxed reception,” said DJ Vallauri, Lodging...
Jonas Chorum Announces Integration With Whistle Guest Messaging Platform
Jonas Chorum | September 22, 2020
Phoenix, Arizona – September 22, 2020 – Jonas Chorum, a suite of streamlined, intuitive, and flexible property management solutions, announces a direct integration with Whistle, the leading hotel and guest messaging platform. With this integration, Jonas Chorum clients will be able to leverage two-way text communication with guests throughout the duration of their stay. “We are delighted to announce this integration with Jonas Chorum, which provides an enhanced and streamlined messaging experience for Chorum clients,” stated Christopher Hovanessian, Co-Founder and CEO of Whistle. “As the importance of mobile communication continu...
Nomadix Offers Only Hospitality Gateway to Earn IPv6 Certification
Nomadix | September 22, 2020
Future-Proofing Network Connectivity and Reliability in Hospitality and MDU Markets LOS ANGELES, Calif. – September 22, 2020 – Nomadix Inc., an industry leader in hospitality and MDU technology, today announced its flagship gateways are the only hospitality gateways to earn the IPv6 Ready logo from the IPv6 Forum. This rigorous certification process with verification of more than 600 test cases validates functionality and interoperability with IPv6 and equipment commonly used in ISP, hospitality and MDU networks. With the growth of the Internet, influx of IoT devices and new standards pushing for migration to IPv6, Nomadix offers seaml...
Caesars Entertainment and VICI Properties Enter Into $400 Million Mortgage
Caesars Entertainment, Inc. | September 21, 2020
RENO, Nev. and LAS VEGAS, Sept. 21, 2020 -- Caesars Entertainment, Inc., (NASDAQ: CZR) ("Caesars," or "Caesars Entertainment") announced today its subsidiary's entry into a $400 million mortgage with a subsidiary of VICI Properties Inc. (NYSE: VICI) ("VICI Properties" or "VICI") that is secured by the CAESARS FORUM Conference Center in Las Vegas, in accordance with the previously announced letter of intent (the "LOI") entered into on June 15, 2020. The five-year mortgage will initially bear interest at a rate of 7.7% and will be pre-payable beginning in year three, subject to certain conditions (and may be prepaid earlier in the cas...
Hospitality Financial Leadership: Venue Performance Peter Heath Interviews The Hotel Financial Coach
David Lund | September 21, 2020
David Lund, the Hotel Financial Hotel coach explains his views on why financial management is so important to Hotels and venues....
What Skills Does a Culinary Arts Professional Need?
EHL Insights | September 21, 2020
As a culinary arts professional, the more skills you have, the more valuable you are. And, as with any career, the more valuable you are, the more successful you will become and ultimately the more satisfied you will be with your professional life. In the culinary arts profession, it all boils down to your skillset. Following are some of the skills that a culinary arts professional needs in order to be successful. Whether you work in a fine hospitality establishment that caters to international guests, or you work in a small French bistro in the South of France, you’ll need to hone the following culinary skills. Passion for the Culinary...
The Onus Lies With Us – Rebuilding Trust to Get Back Guests to Eat & Stay With Us!
Ajay Mehtani | September 21, 2020
By Ajay Mehtani, Dipti Mohan After a prolonged lockdown, our industry is gradually picking up the threads and rekindling operations with one of the immediate tasks being rebuilding guest confidence and trust. This is easier said than done as the guests are more cautious than ever and are watching closely! No amount of third-party certification will get you a repeat purchase if the guest does not feel ‘safe’ within your premises. You may have the most attractive offers, best revenue management practices, the best food and the best of everything else, however, if the guests don’t feel ‘safe’ then you have offered your hard-to-ge...
STR: U.S. Hotel Performance for August 2020
STR | September 21, 2020
HENDERSONVILLE, Tennessee—The U.S. hotel industry showed slightly higher performance from the month prior, but at overall low levels during August 2020, according to data from STR. In a year-over-year comparison with August 2019, the industry recorded the following: Occupancy: -31.7% to 48.6% Average daily rate (ADR): -22.8% to US$102.46 Revenue per available room (RevPAR): -47.3% to US$49.83 The absolute occupancy level was the lowest for any August on record in the U.S., but all three key performance metrics were up from July levels. Recent September weekly data shows occupancy just below 50% due to a slight decrease in d...
