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
Opening New Revenue Streams in the Hospitality Sector
Mandeep S Lamba | August 10, 2020
By Mandeep S. Lamba, Dipti Mohan Innovation and creativity are often the by-products of a crisis. This pandemic is no different. The current crisis has forced the hospitality sector globally to come up with innovative and indigenous ways to utilize their assets to stay afloat, in the process opening newer revenue streams. From food delivery, laundry, housekeeping, and facility management to warehousing and more, hotels need to reimagine ‘hospitality’ by extending their services to guests in the comfort of their offices and homes. Most hotel chains have already ventured into food delivery and laundry services to entice customers in t...
Hotel Demand and GDP Have a Strong Correlation and That’s a Problem
HotStats | August 10, 2020
Among the many delicious scenes from the movie “Goodfellas” is one where the characters of Ray Liotta and Joe Pesci burn down a restaurant because its credit has run out, putting an end to their graft. “And then finally, when there’s nothing left, when you can’t borrow another buck from the bank, you bust the joint out. You light a match.” What does this have to do with a hospitality-focused blog? It serves two functions. 1) Whenever you can introduce a “Goodfellas” quote into an article, you do it. 2) Substitute a hotel in for a restaurant, and a lot of owners right now might have the same inclination—figuratively, of co...
IAC Invests $1 Billion for 12% Stake in MGM Resorts International
MGM Resorts International | August 10, 2020
NEW YORK, Aug. 10, 2020 -- IAC (NASDAQ: IAC) today announced its accumulation of a 12% interest in global hospitality and entertainment company MGM Resorts International (NYSE: MGM) for an aggregate of approximately $1 billion. "With the separation of Match Group from IAC, and 'new' IAC emerging with $3.9 billion of cash, no debt, and its opportunistic zeal intact, we are energized and excited to make this investment in MGM. What initially attracted us to MGM, besides its leadership in leisure, hospitality and gaming, was an area that currently comprises a tiny portion of its revenue – online gaming," said Barry Diller, Chairman...
Baird/STR Hotel Stock Index Declines 1.7% in July to 3,010
Baird | August 10, 2020
HENDERSONVILLE, Tennessee, and MILWAUKEE—The Baird/STR Hotel Stock Index decreased 1.7% in July to a level of 3,010. Year to date through the first seven months of 2020, the stock index was down 42.9%. “Hotel stocks underperformed again in July as industry-wide occupancy growth continued to moderate on a weekly sequential basis,”said Michael Bellisario, senior hotel research analyst and director at Baird. “Investors remain focused on the impact of rising coronavirus case counts on broader travel trends, and prior optimism about the prospects for business travel to return in a meaningful way this fall has faded.” “RevPAR decl...
Hyatt Announces Face Coverings Requirement for Guests at Hotels in the Americas
Hyatt Hotels Corporation | August 10, 2020
CHICAGO (August 10, 2020) -- At Hyatt, the safety and security of our colleagues and guests is always a top priority. Guided by our purpose – to care for people so they can be their best – and following medical expert guidance to help reduce the spread of COVID-19, all Hyatt hotels in the Americas will require face coverings within indoor public areas, which include meetings and events spaces, restaurants and bars, and fitness centers. Guests are also required to wear face coverings while moving around in outdoor areas. Some guests may be exempt from this mandate, including but not limited to people with medical conditions, consuming f...
IHG Signs With LQ Retail Sdn Bhd to Open Malaysia’s First Kimpton Hotels & Restaurant
IHG | August 10, 2020
IHG® (InterContinental Hotels Group), one of the world’s leading hotel companies, has signed a management agreement with LQ Retail Sdn Bhd to open Malaysia’s first Kimpton® Hotels & Restaurants in 2023 at The Exchange TRX – a new experience-led lifestyle destination. Kimpton now operates in more than 70 hotels and 85 restaurants, bars and lounges across urban locations, resort destinations around the world. From its playful and sophisticated design to award-winning restaurants and bars, Kimpton is known for creating immersive guest moments that are all about genuine human connections. The 471-room design-led Kimpton Kuala Lum...
Handling Online Hotel Reviews in COVID-19
Susan Barry | August 10, 2020
By Susan Barry “Safety precautions and staff wearing PPE made me feel like everyone there had leprosy.” “They didn’t have valet parking, supposedly because of COVID. I don’t recommend you stay there.” “Hotel went overboard on COVID preparedness. Pool is closed for no apparent reason.” These are some of the more extreme examples of online reviews that have been written about hotels since the COVID-19 pandemic began. Even if your hotel hasn’t been put on blast for following local mandates, you have probably noticed an uptick in negative reviews and complaints. Pandemic-Specific Online Hotel Review Dynamics at Pl...
Latin America’s Hotel Construction Pipeline Shows Continuing Decline at the Close of Q2’20*
Lodging Econometrics (LE) | August 10, 2020
August 10, 2020 – PORTSMOUTH, NH - Analysts at Lodging Econometrics (LE) state in the Q2’20 Latin America Hotel Construction Pipeline Trend Report, that the total construction pipeline stands at 681 projects/118,936 rooms, down 4% by projects and rooms, year-over-year (YOY). Projects presently under construction stand at 345 projects/61,622 rooms, up 7% by projects and 10% by rooms, YOY. Projects scheduled to start construction in the next 12 months are at 196 projects/36,562 rooms. Projects in the early planning stage have experienced the sharpest decline, down 23% by projects and 34% by rooms YOY, settling in at 140 projects/20,752 ...
Lighthouse Hotels and Resorts Tapped to Manage Holiday Inn Birmingham, Alabama
Lighthouse Hotels and Resorts | August 10, 2020
Birmingham, AL, August 10, 2020 - Lighthouse Hotels and Resorts, a Florida based hotel ownership and management company, was recently chosen to operate the 220 room full service Holiday Inn at the Birmingham-Shuttlesworth Airport. According to Marty McDaniel, Lighthouse Hotels CEO, the appointment was a wonderful addition to their existing portfolio. “We have been searching for the right full service hotel with the right flag, market and owner for quite sometime. It’s rare to find that combination in only one asset, but we did here,” McDaniel said that the chemistry between the company and the hotel’s owner Mark Gregson, was the d...
Travel Community Reacts to Breakdown of Coronavirus Relief Talks
The U.S. Travel Association | August 10, 2020
WASHINGTON (August 10, 2020)—U.S. Travel Association Executive Vice President of Public Affairs and Policy Tori Emerson Barnes issued the following statement on reports that congressional and administration leaders are suspending negotiations on the next phase of pandemic-related legislative relief: “It is critical that leaders in Washington resume talks and move forward on much-needed coronavirus-related economic relief. The travel and tourism industry accounts for 38% of all U.S. jobs lost so far, and travel companies—83% of which are small businesses—remain particularly vulnerable to the economic impact of the health crisis. ...
Joel Contor Promoted to Director of Sales and Marketing at The Kimpton Gray Hotel
The Kimpton Gray Hotel Chicago | August 10, 2020
CHICAGO (August 10, 2020) - The Kimpton Gray Hotel announced today that Joel Contor has been promoted to Director of Sales and Marketing for the Chicago hotel, effective immediately. In his new role, Joel will provide strategic direction for the sales teams, actively respond to financial performance and ensure achievement of Kimpton’s short and long term goals. Originally from Brisbane, Australia, Contor has over fifteen years of experience in the hospitality industry. He started his career as a Cabin Crew Manager for Virgin Airlines Australia, before taking a leap of faith and moving to the U.S. in 2014 to find his true calling in hotels....
Patrick Short Named President of Peachtree Hospitality Management
Peachtree Hospitality Management | August 10, 2020
ATLANTA – August 10, 2020 – Officials of Peachtree Hotel Group, one of the nation’s fastest growing hotel investment and management platforms, today announced the promotion of Patrick Short to the president of its hotel operations and management division, Peachtree Hospitality Management (PHM). In this role, Short will provide cross-discipline leadership and strategic direction to PHM’s portfolio of 50 hotels. Short took the helm of PHM as interim president on March 1, 2020 after having served as corporate vice president of operations since 2018. In his previous role, he was responsible for the operational performance of PHM’s ...
Renowned Hotelier Mr Robert H. Burns Honored With PolyU’s SHTM Lifetime Achievement Award
PolyU’s School of Hotel and Tourism Management | August 10, 2020
10 August 2020- The School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University (PolyU) is privileged to announce that Mr Robert H. Burns, Founder of Regent International Hotels, is bestowed the prestigious SHTM Lifetime Achievement Award in 2020 and is inducted into the School’s famed Gallery of Honour at the same time. The SHTM Lifetime Achievement Award was established in 2016 to honour outstanding persons who have contributed substantially to the development of hospitality and tourism in Hong Kong, the region and around the world. In bestowing the award, the SHTM seeks to recognise true leaders who help defi...
Siegel Sez: When Tech Vendors Get COVID-19
August 7, 2020
Siegel Sez August 7, 2020 I have learned many things during this pandemic and one of them is how the government works. The AH&LA plays a major role in dealing with the government and of course nothing is easy and nothing happens without major challenges along the way. I have joined multiple Zoom calls with Chip Rogers the CEO and President of AH&LA and also with Kevin Carey the COO of AH&LA who have played an active role in making sure the voices of hoteliers and also the suppliers including technology vendors are not forgotten during these times of limited travel. This week Chip Rogers did a webinar with Pat Pacious the Pre...
Hotels to Healthcare (H2H) Medical Travel in India: A Cost Comparison of Procedures With the United States
Fred DeMicco | August 6, 2020
By Fred DeMicco and Jackie Guzman Introduction Medical Tourism is traveling to another country to receive medical care or treatment. There are many different reasons why one might do this, such as to save money or to seek a treatment that is not available in one’s home country. Immigrants sometimes return to their country of birth for a medical procedure because they feel more comfortable there or because they have family there that will help them during the recovery process. Medical tourism is a growing industry and in 2017 alone, between 14 and 16 million people traveled outside their home country to receive a medical treatment. I...
The Most Expensive Summer Destinations in the United States
August 6, 2020
Montauk, New York, an upscale village in Town of East Hampton, is the most expensive summer destination in the United States, according to the latest survey conducted by CheapHotels.org. The survey compared U.S. destinations based on the cost of lodging during August 2020. Only hotels or inns rated at least 3 stars and located close to the beach or in the city center were considered. Montauk topped the rankings at an average rate of $348 per night for the least expensive double room. Nantucket, a tiny island 30 miles south of Cape Cod, Massachusetts that is famous for lighthouses and dune-backed beaches, ranks second; and Long Beach Isl...
Fitch Ratings: New Single-Borrower Hotel CMBS Ratings Unlikely Due to Sector Performance
Fitch Ratings | August 6, 2020
Significant hotel sector performance deterioration as a result of the coronavirus pandemic and recession make the assignment of ratings to new US commercial mortgage-backed securities (CMBS) single-asset single-borrower (SASB) hotel transactions unlikely at this time, Fitch Ratings says. The duration of the pandemic is uncertain, which limits the visibility of short-term performance and precludes the assignment of Stable Outlooks. Fitch discusses hotel sector pressures in its latest report New Ratings Unlikely for U.S. Single-Borrower Hotel CMBS due to Coronavirus-Related Volatility. A sustainable recovery in the lodging sector depends on...
STR: U.S. Hotel Results for Week Ending 1 August
STR | August 6, 2020
HENDERSONVILLE, Tennessee—U.S. hotel performance data for the week ending 1 August showed slightly higher occupancy and room rates from the previous week, according to STR. 26 July through 1 August 2020 (percentage change from comparable week in 2019): Occupancy: 48.9% (-34.5%) Average daily rate (ADR): US$100.04 (-25.3%) Revenue per available room (RevPAR): US$48.96 (-51.1%) U.S. occupancy has risen week over week for 15 of the last 16 weeks, although growth in demand (room nights sold) has slowed. Aggregate data for the Top 25 Markets showed lower occupancy (41.4%) and ADR (US$97.58) than all other markets. Norf...
STR: Canada Hotel Results for Week Ending 1 August
STR | August 6, 2020
HENDERSONVILLE, Tennessee—STR data for 26 July through 1 August 2020 shows a continued steady rise in Canada’s hotel performance but the same significant level of year-over-year declines. In comparison with the week of 28 July through 3 August 2019, the industry reported the following: Occupancy: -49.2% to 38.4% Average daily rate (ADR): -28.8% to CAD129.74 Revenue per available room (RevPAR): -63.8% to CAD49.86 Two provinces reached a 40% occupancy level: British Columbia (48.2%) and Manitoba (43.1%). Ottawa (37.2%), Edmonton (34.5%) and Vancouver (33.5%) were the only major markets at or above the 30% mark. The lo...
The Kessler Collection Opens Grand Bohemian Hotel Charlotte, North Carolina
The Kessler Collection | August 6, 2020
CHARLOTTE, N.C., Aug. 5, 2020 - The Kessler Collection, a portfolio of 11 artistically-inspired boutique hotels, debuts its second property in North Carolina with the opening of Grand Bohemian Hotel Charlotte today, August 5, 2020. Located in the heart of uptown Charlotte, the highly anticipated 254-room hotel takes center stage as the area's newest luxury icon, boasting 32 suites, a Poseidon Spa, versatile outdoor and indoor event spaces, Starbucks Coffee shop, vibrant art collection curated by Richard C. Kessler, executive lounge, open-kitchen restaurant, fast-casual eatery and rooftop bar providing unparalleled views of the 'Queen City.' ...
Hilton Reports Second Quarter 2020 Results
Hilton | August 6, 2020
MCLEAN, Va. - Hilton Worldwide Holdings Inc. ("Hilton" or the "Company") (NYSE: HLT) today reported its second quarter 2020 results. The following results reflect the material impact that the novel coronavirus ("COVID-19") pandemic had on Hilton's business. Highlights include: Diluted EPS was $(1.55) for the second quarter, and diluted EPS, adjusted for special items, was $(0.61) Net loss was $432 million for the second quarter Adjusted EBITDA was $51 million for the second quarter System-wide comparable RevPAR decreased 81.0 percent on a currency neutral basis for the second quarter from the same period in 2019 Approved 18,4...
To Capitalize or Expense? The Answer Isn’t Always Clear
Arlene Ramirez | August 6, 2020
By Arlene Ramirez A quote in the 2008 novel “Paper Towns” by John Green reads: “The rules of capitalization are so unfair to words in the middle of a sentence.” This droll observation is not at the crux of this blog — well, not that kind of capitalization — but it may be similarly comic for those in financial accounting within the hospitality industry. Many times, what to capitalize and what to expense in the hospitality industry is unclear: The rules can seem as complicated as a student’s first grammar course. As it turns out, it does not have to be this way. Though there are no special rhymes or mnemonics like there a...
Valencia Hotel Group Plans Fall 2020 Opening of Cotton Court Hotel
Valencia Hotel Group | August 6, 2020
LUBBOCK, Texas, Aug. 5, 2020 - Cotton Court Hotel, a retro-inspired urban retreat with an emphasis on creating authentic guest experiences, is slated to open early Fall 2020. The latest Court-property offering from Texas-based hospitality industry leader Valencia Hotel Group, Cotton Court Hotel is situated in Lubbock's Downtown Business District, just one mile east of Texas Tech University, and features 165 thoughtfully designed guest rooms opening onto sweeping outdoor porches, a relaxing courtyard, masterfully planned outdoor gathering spaces with a variety of outdoor amenities, plus 3,500 square feet of indoor meeting and event space. ...
Reactivating the Caribbean During the COVID-19 Pandemic
Kristina D’Amico | August 6, 2020
By Kristina D'Amico The top priority for all islands in the region has been a focus on residents and the public health issues at hand. Upon knowledge of the COVID-19 pandemic, each island immediately closed its borders, which allowed for a very low number of cases in the region so that the islands could focus on containing the virus transmission without any additional entrants. Given that the Caribbean is the most tourism-dependent region in the world, it was essential to develop new protocols for entry, which had never been implemented before, once the virus spread was under control in each country. Per Honorable Dominic Fedee, Chair o...
