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
Duke Hospitality Appoints Carlos Cerda as General Manager of Hotel Melby Opening Q1 2021
Duke Hospitality | September 15, 2020
MELBOURNE, FLORIDA, 15 September 2020 — Duke Hospitality, a hotel management and development company based in Atlanta, Georgia, announced Carlos Cerda has been seated as the opening General Manager of Hotel Melby, a stylish, 180-key Hilton branded, Tapestry Collection hotel in Downtown Melbourne within walking distance of shopping, dining, and nightlife. Holding a degree in Hotel Management, Carlos Cerda brings over 20 years of hospitality experience to Hotel Melby with previous Hilton, Marriott, and IHG brand experience and eight years in the Melbourne market. In 2015 Carlos was nominated for the CEO Light and Warmth Award with Hilton W...
Midas Hospitality Set to Open St. Louis’ First Element by Westin
September 15, 2020
(St. Louis, Mo., Sept. 15, 2020) Leading hotel development, management and investment firm Midas Hospitality is set to open St. Louis’ sole eco-conscious Element by Westin on Oct. 30. Located at 3763 Forest Park Ave., the $40 million Element St. Louis Midtown is a seven-story hotel with 153 extended stay rooms. The rooftop UPBAR—Midas Hospitality’s first owned and operated bar in its 15-year existence—will feature a variety of signature cocktails that were created in partnership with Luxco, which is one of the nation’s leading beverage alcohol companies based in St. Louis. “As we created our plans for this site, we realize...
Evaluating Hotel Performance: 6 Key Factors
EHL Insights | September 15, 2020
The clear-cut measurability of KPIs is alluring. Occupancy percentages, profit indicators, return on investment. These are the type of traditional performance measures on which many hoteliers rely when it comes to evaluating hotel performance. Unfortunately, taken in isolation, they are now thought to provide misleading signals, failing to adequately support the needs of today’s organizations. In order to capture the full picture of hotel performance, additional factors must be borne in mind. Does your hotel take safety seriously? Does it embrace innovation? Are you providing service excellence to your hotel guests? A more holistic view ...
Maestro PMS Says the Future of ‘Virtual Events’ Is Bright With BITAC Ongoing and CYBER HITEC on Deck
Maestro PMS | September 15, 2020
Leader in hospitality property-management systems says the online meeting forums easily bring top tier vendors to one central place for the market to evaluate solutions more effectively as they prepare for reopening and satisfying new guest demands MARKHAM, Ontario, Sept. 15, 2020 — If you were planning on attending a hospitality event in 2020, chances are high that it was cancelled due to the ongoing pandemic. While this disruption in show business has been devastating to event planners and convention facilities, the advent of virtual events is quickly proving to be a lucrative alternative for everyone involved. The recent BITAC® Indep...
Crestline Selected to Manage Dual-Branded Hyatt Place and Hyatt House Hotels in Tempe, Arizona
Hyatt Place and Hyatt House Tempe / Phoenix / University Hotels | September 15, 2020
FAIRFAX, VA – September 15, 2020 - Crestline Hotels & Resorts, LLC (“Crestline”) announced today its management of the newly built dual-branded Hyatt Place and Hyatt House hotels located on Arizona State University’s Tempe Campus. The recently opened hotels are the first dual-branded Hyatt hotels in the Tempe market and the first hotels to be developed in the ASU Athletic District. The Hyatt Place offers 154 king and double-bedded queen guestrooms that include a sleeper sofa in each guestroom. The Hyatt House offers 105 studio and one-bedroom suites with a sleeper sofa in each suite and a kitchenette with an island....
Now, More Than Ever, Get Your Reservations Team on a QUEST for More Transient Bookings
Doug Kennedy | September 15, 2020
By Doug Kennedy Over my career in lodging industry sales and service training, I have designed numerous reservations training programs with names like 7-Steps For Reservations Sales Enhancement, Cooking UP New Reservations Sales, and Hotel Reservations SAILS Training. Then, after recognizing that so much had changed on the caller’s side of a reservations phone call, I designed our newest KTN program and titled it Reservations Sales QUEST. In doing so I threw out all my preconceptions, locked myself in my office for a few days, and spent time listening to call recordings of real conversations captured through various call recording tools....
The Lodge at Tiburon Partners With Hotel Internet Services to Upgrade Its Guest Wi-Fi With High Speed Network Capabilities
Hotel Internet Services, Inc. | September 15, 2020
Upscale hotel prioritizes need to upgrade internet service using HIS industry expertise to ensure full guest satisfaction. SAN FRANCISCO, Ca. — September 15, 2020 — Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, has announced the successful upgrade of guest Wi-Fi services at The Lodge at Tiburon. Known as the perfect launching point for all Northern California adventures, The Lodge at Tiburon wanted to revamp its internet capabilities by providing a strong, continuous and fast Wi-Fi signal throughout all areas of the property. Since partnering with HIS, the lodg...
Mandarin Oriental, Santiago Adopts Advanced Security and Convenience Enhancing Technology by ASSA ABLOY Global Solutions
ASSA ABLOY Global Solutions | September 15, 2020
South American hotel implements VingCard Signature RFID door locks, elevator controllers, panic bars, Elsafe Sentinel Advance safes and Polarbar minibars to maximize guest safety, convenience and comfort. Stockholm – September 15, 2020 – ASSA ABLOY Global Solutions has successfully implemented a wide range of advanced security access platforms at Mandarin Oriental, Santiago. Located in Chile and recognized as one of South America’s most luxurious hotels, Mandarin Oriental, Santiago’s decision to implement VingCard Signature RFID locks alongside VingCard elevator controllers, panic bars and Elsafe Sentinel advance safes ensures that...
IDeaS and Cenium Partnership Delivers Modern Technology Platform for Total Hotel Revenue Optimization
IDeaS | September 15, 2020
IDeaS and Cenium’s two-way data integration enables hoteliers to eliminate manual processes and increase operational effectiveness MINNEAPOLIS—Sept. 15, 2020—IDeaS and Cenium announced today a product integration that enables guest data from Cenium's property management system (PMS) to automatically flow into IDeaS revenue management solutions. This partnership allows hotels and resorts to optimize revenue, gain control of the entire guest journey and make staff processes more efficient. Cenium seamlessly integrates with IDeaS to provide a real-time transfer of reservations and group transactional data by room type. IDeaS will aut...
GuestTek Announces Collaboration With IT Hospitality for Middle East and Africa Region
GuestTek | September 15, 2020
Calgary, Alberta – September 15, 2020 - GuestTek Interactive Entertainment Ltd., the global leader in providing innovative and interactive technology solutions for the hospitality industry, is pleased to announce the collaboration with IT Hospitality for the Middle East and Africa region. With over 20 years’ experience operating within the hospitality industry, they have an unsurpassed wealth of knowledge of the region and coupled with GuestTek, will be a formidable partnership. Every business should play to their strengths and strive for continual improvement to benefit not only their customers but across their organization. Cli...
Unprecedented Closures Continue to Impact Manhattan Hotels
PwC | September 14, 2020
Manhattan Lodging Overview The COVID-19 pandemic continued to severely impair Manhattan hotels in the second quarter, as travel restrictions and business closures remained the new normal. With over 60,000 hotel rooms currently closed, widespread cancellation of group travel, and heightened economic uncertainty, second quarter revenue per available room (“RevPAR”) experienced a year-over-year decline of 81.6%. This represents the largest decline in RevPAR in modern history for the market. Six months since the start of the COVID-19 pandemic, Manhattan’s lodging sector continues to experience record closures. As of early September, app...
Infinity Hospitality Plans Early 2021 Opening of Boutique Hotel, Esmé Miami Beach
Infinity Hospitality | September 14, 2020
MIAMI BEACH, Fla., Sept. 14, 2020 - Infinity Hospitality today announces the early 2021 opening of Esmé Miami Beach, a unique boutique hotel located along Miami Beach's historic pedestrian plaza, Española Way. Originally built as a 1920's artist village, the Spanish-Mediterranean revival property is comprised of eight buildings featuring 145 hotel rooms and five original food & beverage concepts. Nestled alongside a collection of the street's time-honored restaurants and cafés, Esmé will bring a new style of chic escapism to the Magic City, by raising the standard and not following it. "We wanted to bring a different style of ho...
Mondrian South Beach Undergoing $20 Million Property-Wide Transformation
September 14, 2020
MIAMI BEACH, Fla., Sept. 14, 2020 - Mondrian South Beach, the waterfront oasis on Miami Beach's Biscayne Bay, announces a $20 multi-million dollar property-wide transformation. First opened in 2008, the bayside retreat is again setting out to redefine trends with a new modern tropical look, feel, and experience. Located on West Avenue with direct marina access, the 220-room property is now accepting reservations starting November 16, 2020. The renovation is being led by hotel partners Russell Galbut of Crescent Heights and Chairman of Norwegian Cruise Line and Michael S. Liebowitz CEO and Founder of Harbor Group Consulting. "Since partn...
Technology Finance Veteran Aman Kothari Joins Sojern as Chief Financial Officer
Sojern | September 14, 2020
Kothari Lends Decades of Financial Leadership to Sojern’s Future Prospects SAN FRANCISCO — September 14, 2020 — Sojern, a leading provider of digital marketing solutions for travel, today announced that technology finance veteran Aman Kothari has joined the company as Chief Financial Officer (CFO). In his new role, Kothari will oversee all aspects of finance, including financial planning and analysis, accounting, tax, and treasury. Bringing nearly three decades of finance experience to the role, he will be tasked with helping the company execute on its mission to become the number one direct demand generator for hotels, attraction...
Using Metrics — Other Than RevPAR — to Inform Better Business Decisions
HotStats | September 14, 2020
In the hotel industry, normality has been put on hold, requiring hoteliers and stakeholders to rethink how to move forward. One example is budgeting season, which is quickly approaching. Zero-based budgeting, a method of budgeting in which all expenses must be justified and approved for each new period, is now fundamental. This involves addressing the variable and fixed cost lines to protect the bottom line. Another is space optimization, which is gaining further relevance due to social distancing procedures and the like. How do we maximize the now-limited space in hotels? The issue is not necessarily being creat...
Hospitality Financial Leadership: Chapter 10 – Mr. D
David Lund | September 14, 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. The looks on the faces of my tea...
Donohoe Hospitality Services Welcomes Dana English as Chief Financial Officer
Donohoe Hospitality Services | September 14, 2020
BETHESDA, MD – September 14, 2020 – Thomas Penny, III, President of Donohoe Hospitality Services, a division of Donohoe, today announced the appointment of Dana English as Chief Financial Officer (CFO). Ms. English joins Donohoe Hospitality from Real Hospitality Group (RHG) where she was CFO and led a team of 25 accounting professionals and was responsible for 110 branded and independent hotels. “Dana is an accomplished leader, and we welcome her experience and passion for excellence,” said Mr. Penny. “As we lead Donohoe Hospitality through one of the most challenging times in history, Dana will help strengthen our ...
Hotel Owners Should Think Like Institutional Owners in the Post-COVID Era
Akash Datta | September 14, 2020
By Akash Datta, Dipti Mohan As we all gradually get back to business one of the pertinent questions that is being asked is whether hotels can still be considered a good investment vehicle going forward. We believe the answer to be a big ‘yes’. It’s true that the demand will be subdued for the near to medium term, but the industry is expected to regain its 2019 glory in the next 2-3 years, and this is perhaps an opportune time to invest in hotels. However, hotel owners need to re-evaluate their investment objectives and don the hat of an institutional investor now more than ever. Hotel development costs and gestation periods are fa...
Marin Management Appoints Pat Mitchell as President
Marin Management, Inc. | September 14, 2020
SAUSALITO, California (Sept. 14, 2020) — Marin Management, Inc., a California-based hotel management company, announced the appointment of Pat Mitchell as its president, following the retirement of founder John Manderfeld on Aug. 31. Mitchell most recently served as the company’s executive vice president as part of a year-long initiative to ensure a smooth transition to new leadership. Mitchell joined Marin Management, Inc. more than 15 years ago as regional manager and has risen steadily through the ranks to serve as director of revenue, group vice president and senior vice president. She has over 30 years of experience in the hospita...
Construction Underway of Vīb Denver by TWC Management
Best Western Hotels & Resorts | September 11, 2020
Phoenix, Arizona (September 11, 2020) – Best Western Hotels & Resorts® announced today that the construction of its highly-anticipated Vīb property in Denver, Colorado is officially underway. Located at 3560 Brighton Boulevard in the River North (RiNo) Art District, Vīb Denver will have 140 rooms and be an optimal spot for travelers looking to explore the newly industrialized area. Vīb Denver will boast the modern amenities and energetic environment today’s travelers have come to expect from the brand, as well as unique design elements that compliment Denver and the RiNo district’s local flare. The hotel’s 365 degree roofto...
Hyatt Regency Lanzhou Opens in China With General Manager Clavin Leow at the Helm
Hyatt Regency | September 11, 2020
CHICAGO (September 10, 2020) – Hyatt Hotels Corporation (NYSE: H) today announced the opening of Hyatt Regency Lanzhou. The 711-foot-tall (217-meter-tall) landmark beside the Yellow River is the first Hyatt hotel in Lanzhou, the capital of Gansu Province, expanding Hyatt’s brand presence globally in places that matter most to guests and World of Hyatt members. In what is considered a gateway to China’s west region, the hotel is designed for productivity and peace of mind through its anticipatory service for which the Hyatt Regency brand is known. Clavin Leow, general manager, Hyatt Regency Lanzhou said, “We are excited to bring the...
How to Create a Forecast Plan for Hotel Businesses in Unknown Times
Global Asset Solutions | September 11, 2020
With the advent of the ‘new normal’, hotel owners and operators must begin considering the various financial and operational scenarios in their forecasts extending into 2021. Accurate forecasting is notoriously tricky, even in "business as usual" times. Often, some operators need more pressure to deliver detailed breakdown forecasts and they rarely extend more than three months in the future. The objective of a forecast plan is to ask the hotel operator to propose tangible actions: to increase the performance of specific areas of the hotel, to manage the production of the personnel, to schedule productive activities and to increase custom...
McWHINNEY Opens Hyatt Place Boston/Seaport District in Massachusetts
Hyatt Place Boston Seaport District Leadership | September 11, 2020
CHICAGO (September 11, 2020) – Hyatt Place Boston/Seaport District opened its doors today, becoming the fourth Hyatt Place hotel in the Boston area. The new hotel features the Hyatt Place brand’s intuitive design, casual atmosphere and practical amenities, including free Wi-Fi and 24-hour food offerings, in addition to a curated art collection. Located just steps away from Boston’s Harbor waterfront, the 297-room Hyatt Place hotel is a collaborative effort with McWHINNEY, a national real estate investment and development firm. The project’s design team included local architect, Arrowstreet and interior design group, Group One Partners...
Las Vegas COVID-19 Pandemic Update
Shannon S. Okada | September 11, 2020
By Shannon S. Okada The Las Vegas Convention and Visitors Authority (LVCVA) reported that the number of visitors to Las Vegas in June and July of 2020 totaled 2,503,100, which represented a 65.7% decrease from 7,293,300 visitors in June and July of 2019. Visitors to Las Vegas in the year-to-date period through July 2020 totaled 11,170,700, a 55.0% decline from the 24,825,500 visitors during the same period of 2019. However, visitor numbers increased 35.0% from June 2020 to July 2020. Las Vegas Visitor Statistics Source: Las Vegas Convention & Visitors Authority McCarran International Airport reported passenger traffic of 2,665...
