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
Staycations Can Help the Hospitality Industry Weather the Storm
Dr. Alan Fyall | August 28, 2020
By Dr. Alan Fyall Months into the pandemic, it has now become cliché to talk about how COVID-19 has battered the travel and hospitality industry. Still, no matter how cliché, the severity of the situation continues to be a reality. Unfortunately, in all likelihood we are going to have to continue enduring these challenges for the foreseeable future, at least until a vaccine is found. Having said that, I do believe there are things the industry can do to alleviate some of its current hardship. The first thing to remember is that as brutal as the effects of the pandemic have been, there’s no reason to believe the industry won’t re...
Viceroy Hotels & Resorts Debuts in DC’s Logan Circle Neighborhood With Opening of Viceroy Washington DC
Viceroy Washington DC | August 28, 2020
Washington, D.C., August 28, 2020 – The highly-anticipated Viceroy Washington DC, the first Viceroy Hotels & Resorts property in the Washington metropolitan area, recently debuted as Logan Circle’s newest host, celebrating the District’s vibrant community and culture. With a prominent address along the 14th Street corridor in the heart of the neighborhood’s culinary and art scenes, Viceroy Washington DC offers a haven for locals and visitors. Guests are invited to enjoy the expansive all-season outdoor patio and grab-and-go coffee bar, flexible work areas, and thoughtfully designed public spaces adorned with notable art pieces. Th...
Enseo’s Technology Investment Pays Off With New Patents and Touchless Technology Launched in Hotel Rooms Around the World
Enseo | August 28, 2020
Enseo continues to lead with world-class technology for people places, now protected by more approved US patents PLANO, Texas, Aug. 28, 2020 - Enseo®, one of the fastest growing technology service providers in the U.S., celebrates big wins during the COVID Crisis. Enseo has earned more than 10 new patents in 2020, including multiple patents related to touchless technology and remote control. This year, Enseo has 78 total patents issued by the U.S. Patent and Trademark Office. Enseo's extensive and ever-growing patent portfolio demonstrates its technology leadership and commitment to innovation. [caption id="attachment_241112" align=...
Pendry West Hollywood Set for Fall 2020 Opening
Pendry West Hollywood | August 28, 2020
WEST HOLLYWOOD, CALIF. (August 28, 2020) – Located at the intersection of Sunset Boulevard and Olive Drive in the heart of the iconic Sunset Strip, the highly anticipated Pendry West Hollywood is now accepting reservations. “Pendry West Hollywood will be the destination in Los Angeles where distinctive design, immaculate attention to detail and simple sophistication meet a world-class culinary experience on the famed Sunset Strip,” said General Manager David Hoffman. “From custom interiors by Martin Brudnizki, to culinary concepts from Wolfgang Puck, we look forward to welcoming guests to the center of life in L.A. at our flags...
Delta Hotels Virginia Beach Bayfront Suites Names Executive Team Ahead of November Opening
Delta Hotels Virginia Beach Bayfront Suites | August 27, 2020
Virginia Beach, VA (August 27, 2020) – Delta Hotels Virginia Beach Bayfront Suites, opening in November 2020 on the Chesapeake Bay, is pleased to announce the executive appointments of Meredith Bottenfield to General Manager and Lisa Hemphill to Director of Sales & Marketing. Bottenfield and Hemphill collectively bring more than 30 years of experience to the leadership team and will oversee opening efforts for the 295 all-suite property. As General Manager, Bottenfield will oversee pre-opening and opening initiatives such as managing hotel operations and budgets, recruiting and hiring decisions, guest service inquiries, and upholdin...
Centara Expands International Portfolio With Three New Hotel Signings in Myanmar
Centara | August 27, 2020
Bangkok, Thailand – 26 August 2020 – Centara Hotels & Resorts, Thailand’s leading hotel operator, signs Hotel Management Agreements (HMAs) with three new hotels in Myanmar. The HMAs cover management of three hotels developed by SL International Construction Co., Ltd., including Centra by Centara Hotel Thiri Hpa-An, Hpa-An Hilltop Resort & Spa, and Centara Hotel Mandalay. In the last 12 months, Centara has inked management deals for a total of nine Myanmar properties, including the latest signings with SL International Construction. Established in 2019 as an office and residential construction firm, S...
AETHOS Hotel CEO Turnover Study 2020
Thomas Mielke | August 27, 2020
By Thomas Mielke The pandemic has been impacting businesses across geographic fault lines and industry segments. However, despite the fact that the hospitality sector has undoubtedly been one of the hardest hit, it is also important to recognise that the industry is experiencing a rather remarkable period of steady leadership – and with it comes the firm hand of a tried and tested leader, one who has seen and dealt with a variety of different crises and turbulences and who, one would hope, has gained the trust of ownership, the shareholders and the stakeholders. The Status-Quo: “Nobody Moves!” AETHOS has been tracking CEO turno...
Okura Nikko Hotel Management Plans October 2022 Opening of 303-Room Hotel Nikko Chengdu Yixin Lake
Aerotropolis City Development Group Co., Ltd. | August 27, 2020
TOKYO - Okura Nikko Hotel Management Co., Ltd., a subsidiary of Hotel Okura Co., Ltd., announced that it will open Hotel Nikko Chengdu Yixin Lake in October 2022. Chengdu, the capital of Sichuan Province, is a new first-tier city in China and host to many of the world's leading companies. The company has contracted with Aerotropolis City Development Group Co., Ltd. to manage the new property through its joint venture BTG Nikko International Hotel Management Co., Ltd. Known as “the country of heaven and land of abundance" since ancient times, Chengdu is famous for its mild climate and abundant food cultivation, making it a comfortable pl...
Hotel Carmichael, an Autograph Collection Hotel Opens in Carmel, Indiana
Hotel Carmichael | August 27, 2020
Carmel, IN – August 27, 2020 – Hotel Carmichael has officially opened its doors joining Autograph Collection. The 122-room, six-story luxurious hotel located at 1 Carmichael Square, is owned by CCC Boutique Hotel, LLC and managed by Coury Hospitality of Kansas City, Missouri. Situated next to The Palladium, one of the greatest concert halls of its time and along the Monon Trail, the downtown Carmel hotel offers guests convenient access to Midtown Plaza, the Center for Performing Arts, Clay Terrace, Peace Water Winery and Sugar Creek Vineyard & Winery. Whether traveling for business or pleasure, the stunning hotel is just a short dr...
Hyatt Place Prince George Opens in British Columbia Led by General Manager Rajat Kadiyan
Hyatt Place | August 27, 2020
Prince George, B.C. (August 27, 2020) – Hyatt Place Prince George, the first Hyatt Place branded hotel in northern British Columbia, is officially open, expanding the Hyatt Place brand’s footprint globally in markets that matter most to guests and World of Hyatt members. The new, five-story hotel features the Hyatt Place brand’s intuitive design, casual atmosphere and practical amenities, such as free Wi-Fi and 24-hour food offerings. The hotel is owned and operated by Mundi Hotel Enterprises, Inc. Because Hyatt’s efforts are grounded in listening and fueled by care, Hyatt Place hotels combine style, innovation and 24/7 convenienc...
STR: Canada Hotel Results for Week Ending 22 August
STR | August 27, 2020
HENDERSONVILLE, Tennessee—STR data for 16-22 August 2020 showed another week of improving performance for Canada’s hotel industry while significant year-over-year declines remain. In comparison with the week of 18-24 August 2019, the industry reported the following: Occupancy: -46.4% to 42.9% Average daily rate (ADR): -27.3% to CAD130.37 Revenue per available room (RevPAR): -61.0% to CAD55.97 Two provinces reached a 50% occupancy level: Prince Edward Island (56.1%) and British Columbia (53.7%). Four additional provinces reached a 40% occupancy level: Ontario (43.3%), New Brunswick (42.9%), Manitoba (40.4%) and Saskatch...
Overtourism Still an Issue in Europe as Domestic Visitation Increases, Says GlobalData
GlobalData | August 27, 2020
The surge in domestic tourism following COVID-19 has not curtailed as holiday-makers turn to staycations over international travel. This domestic tourism, which was once a knight in shining armor met with gratitude by residents in European hot spots, is now a cause for despair as they see the all-too-familiar scenes of overtourism, says GlobalData, a leading data and analytics company. Ralph Hollister, Travel & Tourism Analyst at GlobalData, comments: “There has been a steep fall in demand for international trips this summer due to fears of cancellation, disease transmission and quarantine measures upon return. According to GlobalDat...
Christian Ojeda Named Executive Chef of Montage Deer Valley in Park City, Utah
Montage Deer Valley | August 27, 2020
PARK CITY, Utah (August 26, 2020) - Montage Deer Valley has announced the promotion of Christian Ojeda to executive chef. In his new role, Ojeda oversees the wide range of culinary experiences available at the Park City, Utah resort including signature restaurant APEX as well as Burgers & Bourbon, Daly's Pub & Rec, The Après Lounge, and more. "We're pleased to recognize chef Christian's hard work with a well-earned promotion," said Joseph Mattioli, general manager of Montage Deer Valley. "Culinary programming is an integral component to the guest experience at Montage Deer Valley, and we look forward to chef Christian leading ...
Garden of the Gods Resort and Club Appoints Key New Leadership
Garden of the Gods Resort and Club | August 27, 2020
COLORADO SPRINGS, COLO. – August 26, 2020 – Garden of the Gods Resort and Club, Colorado Springs’ luxury resort, club and wellness destination, announces the appointment of new leadership including Christopher Walling as Resort Manager and Tania McCorkle as Director of Spa and Fitness. Walling brings a venerable career spanning the continent with decades of experience in an array of prestigious hotels, resorts and clubs. Most recently Walling served as Resort Manager for Gurney’s Resorts including Gurney’s Montauk and Gurney’s Star Island comprised of two luxury resorts and residences, a 30,000 square foot spa, eight restauran...
ProfitSword and Infor Partner to Provide Hoteliers With Enhanced Business Intelligence Insight Into Group Room, Banquet and Catering Revenue Performan
ProfitSword | August 27, 2020
Integration between ProfitSword’s range of business intelligence solutions and the Infor Sales & Catering platform can offer real-time visibility into meeting group-related sales goals while working to ensure full operational efficiency regardless of labor resource levels. ORLANDO, Fla. – (August 27, 2020) – ProfitSword, a premier developer of hospitality-related business intelligence and data integration software, has partnered with Infor, a leading provider of global cloud business software, to equip hoteliers with the latest in group room, banquet and catering business performance analysis technology. Via the integration of Pr...
Coronavirus Crisis Leads to Hard Conversations Between Franchisor and Franchisee
Advantage Hotels, Inc. | August 27, 2020
Advantage Hotels, Inc. CEO Patrick Mullinix and Q Hotels founder Vimal Patel bare all in honest give and take August 27, 2020 - Austin, Texas – Patrick Mullinix, founder, president and CEO of Advantage Hotels, Inc., is one brand franchisor who is willing to face owners who are unhappy with their current licensing agreements and discuss the problematic relationship between franchisors and franchisees in the age of COVID-19. “Fair franchising is back in the forefront. AHI is leading the way with our new controversial audio series,” said Mullinix, a 25-year veteran of hotel franchising. Mullinix recorded a series of conversations ...
Aspire’s Winning Virtual Learning Innovation
Aspire | August 26, 2020
August 26, 2020. "Overwhelmed, afraid, and confused," are some of the emotions employees are feeling as they venture back to work. "I want to do a good job, and so many protocols and expectations have changed. It makes me feel incompetent." This perspective is rampant. Training has never been more critical as employees feel overwhelmed at work and home, lack clarity on how to deliver on their ever-changing job expectations, all combined with the COVID impact on guest delivery. "Aspire was on a mission to solve this problem honoring our clients' realities, our inability to travel, and the fact that our clients around the world neede...
Led by Asia-Pacific, Global Hotel Industry Makes Monthly Strides
HotStats | August 26, 2020
The world continues to deal with a pandemic that doesn’t want to subside. The hotel industry could use some breathing space. According to July profit and loss data from HotStats, the global regions continue to accrue negative months of profitability, with Asia-Pacific the exception, after two consecutive months of positive gross operating profit per available room (GOPPAR). And though global performance data is still well off from the year prior, there is room for celebration, with monthly strides being made in most key performance metrics. As COVID-19 drags on, with some 24 million confirmed cases worldwide, hotels, especially in ...
Mergers Ahead for the Post-Pandemic Hotel Industry
Larry Mogelonsky | August 26, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Our industry is hurting. While we’re optimists, totally convinced that we can beat the two-year recovery our financial protagonists are forecasting, the world of Wall Street may soon see things very differently. I’m not a betting man, but I’ve got a hunch that mergers are in the offing and may even be essential to keep our industry afloat. Before we look at our near-future state of affairs, let’s backtrack to the largest hospitality M&A deal in the century so far. When announced in the spring of 2016, Marriott’s merger with Starwood was controversial. Would it be appro...
WTTC Says UK Looks Set to Lose £22 Billion From Missing Tourists and Visitors Due to Pandemic
August 26, 2020
London, UK: A staggering £22 billion looks set to be lost from the UK economy due to the collapse of international travel during 2020, according to the World Travel & Tourism Council (WTTC). Travellers and tourists are staying away from the UK in droves because of continuing uncertainty around travel restrictions designed to curb the spread of COVID-19. As a result, this year international visitor spending could plunge by 78% compared to 2019 levels, equating to a loss of £60 million a day, or £420 million a week, to the UK economy. The severe impact on UK Travel & Tourism is laid bare by WTTC as the economic fallout from ...
Contactless Self-Services Are Here to Stay After COVID-19
Linchi Kwok | August 26, 2020
By Linchi Kwok The new COVID-19 cases finally showed signs of declines across the U.S., but definitely, we should still take cautionary measures to avoid another wave of infections. Now, some people have already claimed that this pandemic would forever change the travel industry. Because the coronavirus is primarily transmitted through direct or indirect close contact with infected people via mouth or nose secretions, social distancing and frequent sanitation are highly recommended. It is not surprising to see consumers demand services with minimum human contact, which in turn promotes contactless self-services. Restaurants Mobile...
What Are You Grateful For?
Shep Hyken | August 26, 2020
By Shep Hyken I depart from my typical customer service articles to write something that falls into the motivational category. I was on a Zoom meeting with some of my colleagues in the speaking profession. All of these people are brilliant and hearing how they have navigated the COVID-19 pandemic has been fascinating. In our group, we have a TV celebrity, the president of a major university, one of the top futurists in the world, a digital marketing expert, a retired, high-ranking military officer and more. Some of these people run large businesses and organizations. One of the questions we were asked was, “What are you grateful ...
How to Calculate and Monitor Your Break-Even Point
Global Asset Solutions | August 26, 2020
COVID-19 presented many challenges for hotels who are currently striving to merely break-even instead of maximizing profit as usual. While hotels usually aim for 35% occupancy threshold, many are hoping that COVID-19 cost reductions will lower the break-even threshold. How can a hotel understand when is the right time to resume operations? What occupancies and rates should they be aiming for? How has the pandemic effected the BEP considerations? Through calculating a hotel’s BEP, hotel asset managers are able to determine when is the optimal time for a hotel to reopen or if it may be better to remain closed until higher occupancy levels are...
Google + Volara Enabling Voice Based Contactless Guest Engagement and Touchless Room Controls
Volara | August 26, 2020
Guest privacy and wellbeing is central to the design of new hotel solution August 26, 2020 — New York — Partnership between Google and Volara is enabling hotels across the globe to deploy the best of Google, including a contactless guest engagement and touchless room controls solution that facilitates private, automated and live, conversational interactions between hotel guests and staff. Running on the Google Nest Hub, guests may ask the popular voice assistant to make calls, play music, watch shows, request amenities, book services, turn on/off TVs, increase the room temperature, adjust the lights, set a...
