The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
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Spokane Tribe Resort & Casino Partners With Travel Outlook to Elevate Guest Service Experience
Travel Outlook, The Premier Hotel Call Center™ | October 2nd, 2024
You Can’t Automate Your Customer Relationship
Shep Hyken | July 1, 2020
By Shep Hyken I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business. What does that mean for you? Dr. Bobby Low, co-founder of alignXM, a company that that helps its clients understand the human experiences that impact their long-term success, commented on the article and wrot...
Do Not Let Covid Infect Your Brand
Keith Kefgen | July 1, 2020
By Keith Kefgen The first thing that came to mind when Marriott International furloughed two-thirds of its corporate and property staff was – Is this going to severely impact the Marriott brand and the relationship with their most important asset: PEOPLE. Many blue-chip companies in hospitality, gaming and travel followed suit. These same companies have spent untold millions over the past decade building both a customer and an employment brand. Would their reputation be severely impacted in ninety days? I sought the expertise of my friend Anshuma Lal, founder of branding agency Human Made NY, to weigh in on the issue. Here is what she ha...
“Travel, As We Knew It, Is Over,” But There Are Hopes Still
Linchi Kwok | July 1, 2020
By Linchi Kwok Airbnb co-founder Brian Chesky talked about the future of travel in a CNBC interview last week. He stated: “Travel, as we knew it, is over. It doesn’t mean travel is over, just the travel we knew is over, and it’s never coming back. It’s just not.” His statement made headlines last week, but he also suggested in the same interview: “… travel is going to come back. It’s just going to take a lot longer than, you know, we would have thought, and it’s going to be different.” What do you think? Will people travel again? The glass is half empty Some places saw a spark of confirmed infected c...
Ten Covid Features for Hotel Management Software
Larry Mogelonsky | July 1, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) The necessary response to the new viral sanitization guidelines stemming from the COVID-19 pandemic affect every department in a hotel. As you look to ramp up occupancy over the summer, incorporating all these new procedures without significantly increasing the cost of labor will require some major updates to your management software so that automation can handle much of the ‘grunt work’. Moreover, you want your teams to be able to get up to speed as quickly as possible and without any fears for their own safety or demoralization from all the new steps they have to remember. Fro...
Virgin Hotels Nashville Opens Its Doors
July 1, 2020
Virgin Hotels has opened the doors at its newest property in Nashville. Located at the helm of Nashville’s historic Music Row neighbourhood, Virgin Hotels Nashville offers a one-of-a-kind hotel experience with multiple dining and drinking options including The Pool Club, Commons Club and Funny Library Coffee Shop. “We’re thrilled to officially open our doors in the Music City,” said Raul Leal, CEO of Virgin Hotels. “We’ve taken measures above and beyond our standards to ensure our guests will feel comfortable, safe and well taken care of while ...
The Siegel Group Nevada Acquires Two Budgetel Extended Stay Hotels in Alabama
The Siegel Group | July 1, 2020
LAS VEGAS - The Siegel Group Nevada, Inc., a real estate investment and management company, announced today that it had acquired two former Budgetel extended stay hotels in Birmingham, Alabama. These acquisitions increase the number of Siegel Suites® and Siegel Select® properties throughout the United States to 58 and mark the brand’s second and third locations in the Alabama market. These locations are in addition to the company’s sizable presence throughout Nevada, Arizona, Texas, New Mexico, Louisiana, Tennessee, Mississippi, Alabama, South Carolina and Ohio. “We opened our first Siegel Select location in Montgomery, AL just un...
Wyndham Hotels & Resorts Grows La Quinta by Wyndham Brand Internationally
La Quinta by Wyndham | July 1, 2020
PARSIPPANY, N.J., July 1, 2020 - Wyndham Hotels & Resorts, the world's largest hotel franchising company with 9,300 hotels across approximately 90 countries, today announced plans to further expand its La Quinta® by Wyndham brand with the addition of two new hotels in Turkey: the 86-room La Quinta by Wyndham Giresun and the 175-room, La Quinta by Wyndham Bodrum. The new hotels join the previously announced 404-room La Quinta by Wyndham Istanbul Gunesli—the first La Quinta hotel to open outside of the Americas—and are the latest in a string of international signings and openings since Wyndham acquired the brand in May of 2018. E...
Hyatt Centric Brand Expands to Minnesota With Opening of Hyatt Centric Downtown Minneapolis
Hyatt Centric Downtown Minneapolis | July 1, 2020
CHICAGO (July 1, 2020) – Hyatt Hotels Corporation (NYSE: H) today announced the opening of Hyatt Centric Downtown Minneapolis. Once known as the Minneapolis Athletic Club, the 154-room upscale lifestyle hotel with 22 suites is centrally located in the heart of Minneapolis, MN. The hotel features contemporary design, upscale guestroom and hotel amenities such as Drybar Buttercup salon-quality blow-dryers in each room, a state-of-the-art 7,000-square-foot fitness center with an indoor running track, a lobby bar and restaurant featuring American cuisine and private event facilities that can host up to 200 guests. Located in the city center of...
IHG Opens ANA Holiday Inn Resort Shinano Omachi Kuroyon in Japan
IHG | July 1, 2020
ANA Holiday Inn Resort Shinano-omachi Kuroyon opens today 1 July in Nagano, Omachi city, combining international know-how and spectacular natural surrounds for an all-new resort experience. InterContinental Hotels Group (IHG®) today welcomes ANA Holiday Inn Resort Shinano Omachi Kuroyon, marking the first international resort in Shinano-omachi area and Japan’s second Holiday Inn Resort. Surrounded by the region’s rich nature, history and culture, the resort is located in the city of Omachi, with Nagano the closest major city – and the highest prefectural capital in Japan – lending its acclaimed mountain vistas, trails and untouche...
Boutique Hotel Brand, Hotel Indigo®, Opens First Hotel in Cyprus
IHG | July 1, 2020
IHG® Hotels & Resorts opens the first and only branded boutique hotel in Cyprus - Hotel Indigo® Larnaca. Each of the hotel’s 40 bedrooms are all uniquely designed and inspired by Cyprus’s craft heritage with balconies overlooking the picturesque city of Larnaca. Just a five-minute drive from the airport, the hotel is centrally located in one of Larnaca’s most historic areas, near the church of St. Lazarus and close to Finikoudes and Mackenzie beaches. Within walking distance to the beach, the hotel combined two traditional Cypriot beach homes into a new hotel, marrying design elements from both old and new. The bedrooms have ...
Marriott Signs With The Armour Group Limited for MUIR, Autograph Collection in Nova Scotia
Marriott International | July 1, 2020
Toronto, ON – July 1, 2020 – Marriott International, Inc. (NASDAQ: MAR) today announced a deal to bring its Autograph Collection brand to Halifax, Nova Scotia with a 110-room hotel to be called MUIR, Autograph Collection. The property’s developer, The Armour Group Limited, expects to open the hotel in Spring 2021 as part of Queen’s Marque, a mixed-use project in the heart of Halifax that is poised to redefine the city’s waterfront. “We’re delighted to be working with The Armour Group to open our first Autograph Collection hotel in Nova Scotia, in the much loved city of Halifax – a destination where domestic and internationa...
U.S. Travel Strongly Encourages Mask Usage, Healthy Travel Practices
The U.S. Travel Association | July 1, 2020
WASHINGTON (July 1, 2020)—U.S. Travel Association President and CEO Roger Dow issued the following statement on the importance of mask wearing and adhering to healthy travel practices at the forefront of the Fourth of July holiday and throughout the summer travel season: "While Americans move about certain regions of the country, we are keenly aware of the increase in cases as we head into the Fourth of July holiday weekend, traditionally a busy period for travel. The travel community strongly urges visitors and residents alike to wear masks and adhere to all healthy practices, such as physical distancing, frequent hand washing and remai...
Oracle Ecosystem Ignites Innovation to Accelerate Hospitality Recovery
Oracle Hospitality | July 1, 2020
Oracle Hospitality’s open architecture gives vendor-partners an expedited path to integration helping hoteliers prepare for the new next REDWOOD SHORES, Calif. – July 1, 2020 – Oracle Hospitality is committed to helping the hospitality industry get back to business. To support this effort, Oracle, with support from HTNG, recently hosted Innovation Week, a collaborative event dedicated to accelerating the industry’s recovery and accommodating the rapidly evolving demand for low or contactless guest and employee interactions. The inaugural event drew 465 attendees across more than 200 hospitality technology organizations from 48 coun...
Revenue Matters and MPA Digital Merge
Revenue Matters | July 1, 2020
DENVER, Colorado – July 1, 2020 - In an ambitious drive to maximize revenue for current and future hospitality clients, Revenue Matters, with its unique, holistic approach to revenue management is proud to announce the merger with MPA Digital, a firm with over 30 years of CRM and loyalty marketing experience serving independent properties. “Over the past three years Revenue Matters has partnered in close collaboration with MPA Digital resulting in significant revenue increases for several high end, independent properties,” said Trevor Stuart-Hill, president of Revenue Matters. “We have proven that hotels and resorts benefit most wh...
Leading Hoteliers Share Their Strategies for Navigating the COVID-19 Pandemic
David Berger | July 1, 2020
Hotel operators from coast to coast discuss how they’re employing new procedures and cutting-edge technologies to serve their guests safely during the COVID-19 pandemic By David Berger As I’ve reviewed the “Commitment to Cleanliness” tomes released by major hotel brands and management groups over the past month, I’ve been impressed by the dedication and attention to detail from the teams’ that put each together. Operating under extreme pressure as many of their colleagues faced furlough, they’ve outlined cleaning solutions and processes that will indeed make their guests feel more comfortable and mitigate risks to the heal...
Springhill Suites By Marriott Opens in Winchester, Virginia Led by General Manager Bill North
SpringHill Suites by Marriott | June 30, 2020
Winchester, VA – June 30, 2020 – SpringHill Suites by Marriott in Winchester, Virginia announces that it has officially opened. The 96-suite hotel, located at 280 Market Street, will operate as a Marriott franchise, owned by BTB Hospitality LLC and managed by Marshall Hotels and Resorts of Salisbury, Maryland. General Manager Bill North, Director of Sales Meaghan Fox and Front Office Manager Kaitlyn Endicott lead the management team at the property. The SpringHill Suites Winchester is situated in Rutherford Crossing, just off Interstate 81 and US 11. The hotel offers guests convenient access to historic downtown Winchester, the Museum ...
Nobody Asked Me, But… No. 233: Hotel History: The Adolphus Hotel
Stanley Turkel | June 30, 2020
By Stanley Turkel, CMHS Hotel History: The Adolphus Hotel (407 rooms) The Adolphus Hotel was built by and named for Adolphus Busch, the founder of the Anheuser-Busch Brewing Company. Legend has it that Adolphus Busch donated the hotel to Dallas as a thank you for its enthusiastic acceptance of his famous Midwestern brew. It was designed in a Beaux-Arts style by architects Barnett, Haynes & Barnett of St. Louis who also designed the Hamilton Hotel, St. Louis; the Hotel Claridge, Memphis; the Connor Hotel, Joplin; the Marquette Hotel, St. Louis; the Southern Hotel, Chicago and the Mark Twain Hotel, Hannibal. The hotel, a full city ...
UNWTO and Sommet Education Offer 30 Scholarships Through “Hospitality Challenge”
UNWTO | June 30, 2020
The World Tourism Organization (UNWTO) has partnered with Sommet Education for an innovative Hospitality Challenge. The initiative will grant 30 scholarships for world class education programmes and support career climbers and switchers, entrepreneurs and innovators develop themselves and their projects and so help drive tourism’s recovery. Around the world, the COVID-19 pandemic has brought tourism to a standstill. Now, as the sector restarts, this competition is designed to identify ideas and individuals capable of accelerating recovery while promoting inclusivity and sustainability in the sector to invent the hospitality of tomorrow. ...
European Flight Bookings Reveal ‘London Is Falling’
June 30, 2020
London, UK: Flight booking data shows London has fallen to the bottom of the top 10 most booked European cities, as border restrictions and UK quarantine regulations choked travel, according to joint research by the World Travel & Tourism Council (WTTC) and ForwardKeys. In the first half of June last year as the holiday season was in full swing, London was the most heavily booked city in Europe for any date of arrival, followed by Paris and Rome. However, travel restrictions imposed as a result of the COVID-19 pandemic, such as the quarantine rules imposed by the UK government, the capital has slumped to the bottom of the top 10. ...
Hotel Industry Facing Massive Foreclosures of Thousands of Hotel Properties
AHLA | June 30, 2020
AMERICAN HOTEL AND LODGING ASSOCIATION PRESIDENT AND CEO CHIP ROGERS: - “With a sharp decline in travel demand, nine times worse than September 11 and with lower room occupancy than during the Great Depression, our small business owners are struggling to survive. The human toll on our industry has been equally as devastating. Right now, many hotels are struggling to service their debt and keep their lights on, especially those with Commercial Mortgage-Backed Securities (CMBS) loans as they have been unable to obtain urgently-needed debt relief. Without action to shore up commercial debt, especially CMBS loans, the hotel in...
San Francisco Hotels Call Out Cleaning Proposal as Unscientific, Costly
June 30, 2020
SAN FRANCISCO, June 29, 2020 - Hundreds of members of San Francisco's hotel community assailed the costly, unscientific, environmentally harmful and job-killing proposed "Healthy Business" ordinance at Monday's Land Use and Transportation Committee meeting. Members of the Hotel Council of San Francisco, California Hotel and Lodging Association, American Hotel and Lodging Association, environmentalists and the San Francisco business community expressed frustration at the proposal's lack of scientific support and, if approved, the economic harm it will impose on hotels already expected to be closed for several months. San Francisco hote...
Hotel Villa Magna to Become the First Hotel in Spain to Operate Under Rosewood Hotels & Resorts
Rosewood Hotels & Resorts | June 30, 2020
HONG KONG, June 30, 2020 - Rosewood Hotels & Resorts® has been selected by RLH Properties, a company listed on the Mexican Stock Exchange and owner of Hotel Villa Magna in Madrid, Spain, to manage the iconic property following a thoughtful enhancement that will be undertaken by RLH Properties. This will be the brand's first hotel in Spain and fourth operation in Europe, where Rosewood is also expanding into other prime locations. Situated in the heart of Madrid, on the revered Paseo de la Castellana, a grand boulevard lined with renowned and architecturally impressive restaurants, shops and attractions, the beloved property will debu...
Karisma Hotels & Resorts Launches Margaritaville Island Reserve, The First Collection Of Laid-Back Luxury All-Inclusive Resorts For The Brand
Karisma Hotels & Resorts | June 30, 2020
CANCUN, Mexico, June 30, 2020 - On July 1 Karisma Hotels & Resorts will open the doors to its highly anticipated Margaritaville Island Reserve Riviera Cancun. Located on Mexico's stunning Riviera Maya coast, the all-inclusive oceanfront resort marks the official debut of Margaritaville's new laid-back luxury Island Reserve concept, and the first property in Mexico for the brand. "The launch of the Margaritaville Island Reserve Riviera Cancun is our first of many Island Reserve resorts, with properties in Riviera Maya and Cap Cana on the horizon for 2021," said Bill Linehan, president of Premier Worldwide Marketing, the exclusive world...
Survey: Travel Resuming, But Only 44% of Americans Planning Trips in 2020
AHLA | June 30, 2020
WASHINGTON (June 30, 2020) A survey conducted by Morning Consult commissioned by the American Hotel & Lodging Association (AHLA) found that only 44 percent of Americans are planning overnight vacation or leisure travel in 2020, with high interest in road trips, family events, and long weekends over the summer months. Encouragingly, 68 percent of these expectant travelers say they are likely to stay in a hotel in 2020. Among Americans planning to travel in 2020, 59 percent expect to take their first overnight trip by the end of the summer. Summer road trips will take center stage, with 72 percent planning an overnight vacation via...
