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 Most Important Hotel “Salesperson” Right Now Is Working Behind Your Front Desk
Doug Kennedy | July 22, 2020
By Doug Kennedy As my frequent readers know, I have long advocated for hoteliers to view the front desk as a revenue- generating position, not an operational expense. In previous posts I have provided training tips for upselling at registration, converting “property-direct” voice inquiries, converting those who booked via third parties to booking directly next time, and perhaps most importantly, sourcing leads that can be passed along for follow-up by the hotel sales team. In recent years so many hotel salespeople have forgotten about this “channel,” as there was always a steady stream of leads flowing in from digital sources su...
Residence Inn by Marriott Hotel to Open in Farmington Hills, Michigan With New Brand Design
Residence Inn by Marriott | July 22, 2020
Farmington Hills, MI – July 22, 2020 – The 111-suite Residence Inn by Marriott hotel in Farmington Hills, Michigan is set to open on Thursday, July 30th with its upscale, stylish décor that offers flexibility and a unique environment. Located at 33163 Hamilton Court, the all-suite Residence Inn Detroit Farmington Hills will operate as a Marriott franchise, owned by Hamilton Hospitality Inc. and managed by Group 10 Management of Southfield, Michigan. The Residence Inn Detroit Farmington Hills offers its guests convenient access to downtown Detroit, Comerica Park, Ford Field, Suburban Showplace, Little Caesars Arena and Twelve Oaks Mall...
W Punta de Mita Appoints David Gauna as General Manager
W Punta de Mita | July 22, 2020
RIVIERA NAYARIT, MEXICO – July 2020: W Punta de Mita, an indigenous-inspired luxury beach resort located in Mexico’s coveted Riviera Nayarit, has appointed David Gauna as General Manager. In his new role, Gauna will be responsible for overseeing daily resort operations, managing budgeting/profitability, overseeing team development, and ensuring overall guest satisfaction. Mexican-born Gauna has more than 20 years of industry experience, having led operations, rooms, sales and marketing teams in Marriott Hotels & Resorts throughout Mexico, the Caribbean, and Latin America. Throughout his career, Gauna has worked for five different b...
COVID-19’s Potential Lasting Impact on Fixed vs Variable Hotel Expense Ratios
CBRE authors | July 22, 2020
By Mark VanStekelenburg, Kannan Sankaran, Andy Hartley and Vanessa Gonzalez As a result of COVID-19, hotel operators have been forced to make tough decisions, including the most basic one on whether to keep the lights on. Many were required to close their doors after municipal mandates were put in place and some decided to remain open, despite record-low occupancy levels, to house pandemic-related first responders and other essential personnel related to the fallout from the spread of coronavirus, largely in place of more traditional sources of demand during “normal times”. Depending on the type of hotel and its service level, the deci...
Thinking for Yourself May Be the Only Regimen for a Full Recovery Part I
Steven Ferry | July 22, 2020
By Steven Ferry “Politics is the art of looking for trouble, finding it everywhere, diagnosing it incorrectly and applying the wrong remedies.” Groucho Marx Do you personally accept the "New Normal" for the hospitality industry and society as a whole—which is based on the premise that Covid-19 is a singularly dangerous threat that requires a complete change in our lives, when (as it turns out) it is actually on a par with the common flu and (as it turns out) every other incorrectly declared pandemic? Or do you want to understand what has happened and do whatever is in your power, big or small, to return to the old, fun and life-f...
How to Enhance Customer Experience During COVID-19 to Differentiate Your Brand
Tom Riccio | July 22, 2020
By Tom Riccio Earning consumer confidence during the pandemic with a well-executed safety strategy is vital if hotels are to win back customers as the nation tries to reopen. With Covid-19 a major ongoing hurdle for the hospitality industry and consumers alike, the biggest opportunity for hotels is to protect and enhance their brand by implementing broad public health measures and communicating them effectively. A hotel’s health strategy will either put customers at ease and build trust or signal the establishment is disorganized and perhaps unsafe. Brands that provide comprehensive safeguards – plus variety and flair – will posit...
ALICE CTO & Co-Founder Elected to the HTNG Vendor Advisory Council
ALICE | July 22, 2020
ALICE is proud to announce its CTO & Co-Founder, Dmitry Koltunov, has been elected to the Hotel Technology Next Generation (HTNG) Vendor Advisory Council. ALICE is the hospitality industry’s leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. More than 25,000 hoteliers across the world’s top brands trust ALICE. Hospitality Technology Next Generation is a global not-for-profit trade association that fosters, through collaboration and partnership among hospitality professionals and technology providers, the development of next-generation solutions t...
Maestro Asks: ‘How Serious Is Your PMS Provider About Service?’
Maestro PMS | July 22, 2020
Client-first, all-inclusive philosophy is the standard by which all property-management system suppliers should be measured; Maestro PMS is leading the way Markham, Ontario, July 22, 2020 — As independent hoteliers work diligently to prepare for reopening, many are struggling to get the support they need to ensure their property-management systems and integrated solutions are ready for guests’ return. Those who are dissatisfied with their provider’s lack of customer service are turning to Maestro, known industrywide for its Diamond Plus service. The cloud and on-premise PMS provider offers a comprehensive suite of services and tools ...
Nobody Asked Me, But… No. 234: Curt R. Strand, President, Hilton International
Stanley Turkel | July 21, 2020
by Stanley Turkel, CMHS Hotel History: Curt R. Strand (1920-2020) On July 12, 2020, I received the following email: “Dear Friends of Curt, With a broken heart, I am telling you that Curt passed away last night in his home. He was, as you would expect gallant till the end. Love, Barbara Lynn”. In 1948, Conrad Hilton formed Hilton Hotels International. One of the first employees was Curt R. Strand who wrote in the Cornell Hotel and Restaurant Administration Quarterly June 1996*: “Hilton International started small in 1947, but I was endowed with a great asset. It is a wise parent who does not bestow money on his children, just in...
Nobu Hospitality Expands to Africa With Nobu Hotel and Restaurant Marrakech
July 21, 2020
NEW YORK, July 21, 2020 - Global lifestyle brand Nobu Hospitality, founded by Nobu Matsuhisa, Robert De Niro and Meir Teper, is delighted to announce its continuing global expansion into Marrakech, Morocco. Nobu Hotel and Restaurant Marrakech is a collaboration between Hivernage Collection, MC Hotels, (the owners of the Nobu Hotel Marbella, Marbella Club Hotel and joint owners of the Nobu Hotel Ibiza Bay) and Nobu Hospitality which will lead the transformation of The Pearl Marrakech into a Nobu Hotel and Restaurant in the third quarter of 2021. Where rich heritage meets Nobu Hospitality's contemporary flair, Nobu Hotel Marrakech wil...
STR: U.S. Hotel Performance for June 2020
STR | July 21, 2020
HENDERSONVILLE, Tennessee—The U.S. hotel industry showed slightly higher performance from the month prior, but at overall low levels during June 2020, according to data from STR. In a year-over-year comparison with June 2019, the industry recorded the following: Occupancy: -42.5% to 42.2% Average daily rate (ADR): -31.5% to US$92.15 Revenue per available room (RevPAR): -60.6% to US$38.88 The absolute occupancy and RevPAR levels were the lowest for any June on record in the U.S., but all three key performance metrics were up from May levels. July weekly data shows occupancy above 45% due to a slow and steady rise in demand t...
How Consulting Data Can Help Build Your Profit Back
HotStats | July 21, 2020
The punches thrown by COVID-19 onto the hotel industry have been incessant. First, it landed a blow to public and employee health. Next came a punishing economic swing that knocked out nearly 200 million jobs globally. Now, many hoteliers may feel like they’re left laying on the mat — heads spinning from the chaos. It’s time to get back up and fight back with a plan. Make no mistake, the damage from COVID-19 will keep coming. But hoteliers can use data to soften the impact of future blows and emerge from the COVID-19 era in better shape. Here’s how: Establish a Financial Baseline Before moving forward, hoteliers need to get ...
All Hyatt Hotels in U.S. and Canada to Require Face Coverings for Guests
Hyatt Hotels Corporation | July 21, 2020
CHICAGO (July 21, 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, beginning Monday, July 27, for the foreseeable future, all Hyatt hotels in the U.S. and Canada will require face coverings within indoor public areas, which include meetings and events spaces, restaurants and bars, and fitness centers. Some guests may be exempt from this mandate, including but not limited to people with medical conditions, consuming food or beverages in restaura...
IHG Signs With Borealis Hotel Group for Holiday Inn Express® Budapest City Centre
IHG® | July 21, 2020
IHG® (InterContinental Hotels Group), one of the world’s leading hotel companies, has signed a franchised agreement with Borealis Hotel Group for Holiday Inn Express® Budapest City Centre. The 189-room hotel will be the first Holiday Inn Express in Budapest and the first IHG hotel to enter the Hungarian market in over 20 years. Expected to open late 2022, Holiday Inn Express Budapest City Centre will bring simple, smart travel by providing the perfect base camp to rest, relax and recharge, whether for business or leisure. The project will be developed by the company Big4. The expansion of IHG’s presence in Budapest brings a new offer...
Is the Hotel Industry About to Self-Destruct? Media Exposes Shocking Hotel Fails and Growing Guest Distrust
Alan Young | July 21, 2020
By Alan E. Young At the onset of the pandemic, the fall-out was immediate; in the span of a few weeks, hotel lobbies and airport terminals that were once bustling with travelers were left empty. Fear and distrust spread quickly, as did the realization that international travel may be off the table for an extended period of time. In response, hotels have been quick to announce big plans for enhanced cleaning and sanitation programs and policies to help guests feel safe enough to return. Every hotel large and small seems to be promoting new practices to reassure guests. However, hotels face heightened speculation and scrutiny as their c...
Hospitality Industry Urged to Embrace the New Customer Journey and Re-Think Processes in the Post-Pandemic Business Recovery
HSMAI Europe | July 21, 2020
In order to overcome the challenges and capitalise on opportunities in the post-pandemic business recovery, the hospitality industry will need to re-think former working processes and be prepared to adapt to meet the changing customer requirements. This was the clear and inspiring message from the recent HSMAI Region Europe webinar entitled ‘The All New Customer Journey’ which took place last week. Research findings According to the latest research from HSMAI Europe unveiled at the webinar, more than three quarters of the membership surveyed believe firmly that customer experience rather than profitability will be a core focus for...
Hotel Industry, Reeling From Covid-19 Economic Fallout, Lays Out Priorities for Covid 4.0
AHLA | July 21, 2020
Hotels Still Below 50% of Pre-COVID Staffing; Industry Calls for Increased Liquidity Measures & Targeted Tax Provisions Click here to download the letter WASHINGTON (July 21, 2020) – As lawmakers consider additional legislation to address the ongoing health crisis and economic fallout from COVID-19, the American Hotel & Lodging Association (AHLA) sent a letter to Congress calling for additional help in several areas, including extending the Paycheck Protection Program (PPP) for severely impacted businesses and their employees, creating targeted lending facilities and liquidity measures to help hoteliers meet debt service, ...
Jay Wetzel Appointed Vice President of Food and Beverage, Americas at Rosewood Hotel Group
Rosewood Hotel Group | July 21, 2020
Rosewood Hotel Group, one of the world's leading hospitality companies, is pleased to welcome Jay Wetzel back to the Group in the role of vice president of food and beverage, Americas. In this position, Jay will be responsible for managing all current food and beverage operations in the region, as well as the development of new and evolving programs with an emphasis on creativity and innovation. Jay boasts more than 25 years of experience in the food and beverage industry, having served in prestigious positions at some of the most renowned restaurants and hotels across the globe. Jay returns to Rosewood Hotel Group following a three-year t...
Hotel Equities Named as Management Firm for Three Marriott Hotels in Alabama
Hotel Equities | July 21, 2020
TUSCALOOSA, AL — July 21, 2020 — Today, Atlanta-based hotel owner, operator and developer Hotel Equities (HE) announced its appointment as the management firm for three Marriott hotels located in Alabama. A Courtyard by Marriott in the city of Mobile and a Courtyard by Marriott and Fairfield Inn by Marriott located in Tuscaloosa. Tuscaloosa is home to the University of Alabama, the flagship of the University of Alabama system. The trio of hotels is owned by Neil Patel who engaged Hotel Equities to take over the day-to-day operations and management of the properties. This owner will also participate in Marriott’s Operator’s Coachi...
Focus Hospitality Management Opens The Tuxon in Tucson, Arizona
Focus Hospitality Management | July 21, 2020
TUCSON, AZ — July 21, 2020 — Focus Hospitality Management, a full-service hotel management company with a total of seven properties in the Tucson metropolitan statistical area (MSA), has opened The Tuxon, a modern boutique hotel and member of Marriott International’s Design HotelsTM, a collection with over 300 independent hotels in more than 60 countries across the world. Managed by Focus Hospitality, The Tuxon, located in the heart of Tucson, the second most-populated city in Arizona behind Phoenix, the state’s capital, and known for its adventurous outdoor activities and authentic culinary offerings, is owned by Tucson natives Vi...
Crestline Hotels & Resorts to Manage the Hilton Garden Inn Akron, Ohio
the Hilton Garden Inn Akron | July 21, 2020
FAIRFAX, VA – July 21 2020 - James Carroll, President and CEO of Crestline Hotels & Resorts, LLC (“Crestline”) announced today that Crestline has been awarded the management of the 139 guestroom Hilton Garden Inn in Akron, Ohio. The hotel, which is located at 1307 E. Market Street, also offers 4,521 square feet of event space in five meeting rooms. The hotel is owned by a privately held real estate development and investment firm. “We are honored to have the opportunity to work with this beautiful hotel,” said Mr. Carroll. “This management contract is part of an exceptionally active period for Crestline. In the past...
Genuine Hospitality, LLC to Operate the Tru by Hilton – Naperville, IL
Genuine Hospitality, LLC | July 21, 2020
SAINT LOUIS, IL, July 21, 2020 – St. Louis, MO based hotel operator, Genuine Hospitality selected to operate the 121-room Tru by Hilton - Naperville, IL. Located at 1850 Diehl Road, Naperville IL 60563, the hotel is ideally located at the southwest corner of I-88 and Route 59, 6-miles northeast of downtown Naperville, IL and 33-miles west of downtown Chicago. The Tru by Hilton - Naperville, IL will open Spring, 2021 boasting the Build Your Own ‘Top It’ breakfast, more modern, and efficiently designed guestrooms with oversized windows for natural light; a multifunctional fitness center; and fast Wi-Fi. Premium snacks, light meal optio...
Survey Finds Americans’ Overall Perceptions of Travel Safety Hold Steady Despite Rise in U.S. COVID-19 Cases
MMGY Travel Intelligence | July 21, 2020
KANSAS CITY, MO (July 21, 2020) – According to the latest results of MMGY Global’s Travel Safety Barometer (Wave VI), which measures the impact of COVID-19 on traveler perceptions of safety, the current surge in cases of the virus across the U.S. has not made Americans more fearful of becoming ill. It has also not impacted the number of respondents who plan to take a leisure trip within the next six months, which has held steady at 40% since early June. While the travel industry still has a long road to recovery ahead, there are two areas where perceptions of safety are in fact rising. Americans’ confidence in the safety of domestic fl...
Marriott Signs With PB Puerto Bahia Residence for Conversion of Grand Matlali Hills Resort & Spa
Marriott International | July 21, 2020
Marriott International, Inc. (NASDAQ: MAR) today announced it has signed an agreement to manage the first all-inclusive Delta Hotels by Marriott resort in the world, signaling that interest by investors for the all-inclusive platform launched by the company in August 2019 continues to be strong. Under the agreement, the current 117-room Grand Matlali Hills Resort & Spa resort, located in Riviera Nayarit (Mexico), is slated to undergo a significant transformation in order to meet the new all-inclusive brand extension concept of Delta Hotels by Marriott and is anticipated to be subsequently rebranded and managed by Marriott International in...
