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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

WTTC Welcomes European Commission Guidelines to Safely Restart Travel & Tourism in Europe in 2020 and Beyond

May 15, 2020

London, UK: The World Travel & Tourism Council (WTTC), has welcomed a major new EU initiative which aims to help restart summer holidays across Europe in 2020 and beyond, and save millions of jobs in the Travel & Tourism sector. The European Commission’s Tourism & Transport Package has been designed to ensure a coordinated approach at a European level, to ease restrictive measures and restore mobility. The move by the European Commission is hoped to herald a phased restart of travel across Europe this summer, while ensuring the safety and health of travellers and those who work in the Travel & Tourism sector. The in...

Karisma Hotels & Resorts Kicks Off ‘Holidays for Your Heroes’ Initiative With Donation of 150 Resort Stays to Essential Workers and Their Fam

Karisma Hotels & Resorts | May 14, 2020

MIAMI, FLORIDA (May 7, 2020) – Karisma Hotels & Resorts, the award-winning luxury hotel collection with properties in Latin America, the Caribbean and Europe, today announced its Holidays for Your Heroes initiative donating 150 luxury all-inclusive resort stays to essential workers and their families through its Karisma Foundation and partners. The vacations provide heartfelt thanks for the tireless work of those in the healthcare, delivery and other frontline industries, giving them something to look forward to, in addition to much-needed rest and relaxation. Karisma has opened a public call to nominate everyday heroes who are deservi...

Post-COVID Brokers Opinion of Value

Avison Young | May 14, 2020

ATLANTA – May 14, 2020 – Avison Young Hospitality Group presents a new Post-COVID Brokers Opinion of Value Format. The hospitality industry has been shaken to its core over last several months by the Covid-19 pandemic and the global economic shutdown the virus has left in its wake. Markets across the country and the world have seen business grind to a halt, with hoteliers in every corner of the globe feeling immense economic pressure from the drastic loss in business. We at Avison Young understand the hotel owner’s need for a property specific presentation they can use for their partners, investors and lenders that demonstrates vi...

AHLA Statement on Heroes Act

AHLA | May 14, 2020

WASHINGTON (May 14, 2020) – The American Hotel & Lodging Association (AHLA) today expressed support for a number of elements contained in the HEROES ACT (HR 6800) that would improve upon the Paycheck Protection Program (PPP) to aid small business hotel operators and save millions of jobs. With 70 percent of hotel employees laid off or furloughed, AHLA has consistently advocated for millions of hotel employees and the tens of thousands of mostly small business hotel owners. Measures which offer PPP loan flexibility, and extend the covered period to use loan proceeds are critical to keeping hotels open and hotel employees on the payro...

Analysis: At What Occupancy Rate Can a Hotel Break-Even?

HotStats | May 14, 2020

By David Eisen and Laura Resco COVID-19 has made breaking-even more tolerable than the alternative—going broke. It's not the hand hoteliers wanted, but it's the hand they've been dealt, forcing them to approximate at what occupancy rate they can operate their hotel such that cost and revenue are equal. In these extraordinary times, it's been all pain, no gain. But as the global economy resets, hoteliers are digging themselves out from the coronavirus carnage. And a break-even analysis is one way to jumpstart the excavation project. One hotelier who knows this is Imesh Vaidya, CEO of Premier Hospitality, which is based in Alb...

STR: U.S. Hotel Results for Week Ending 9 May

STR | May 14, 2020

HENDERSONVILLE, Tennessee—STR data for 3-9 May 2020 showed continues modest gains in U.S. hotel occupancy compared with previous weeks, but a similar level of year-over-year decline in the three key performance metrics. In comparison with the week of 5-11 May 2019, the industry recorded the following: Occupancy: -55.9% to 30.1% Average daily rate (ADR): -42.1% to US$76.35 Revenue per available room (RevPAR): -74.4% to US$22.95 Previous weekly U.S. weekly occupancy levels: April 26 through May 2: 28.6% April 19-25 2020: 26.0% April 12-18 2020: 23.4% April 5-11 2020: 21.0% “The industry reported its fourth...

STR: Canada Hotel Results for Week Ending 9 May

STR | May 14, 2020

HENDERSONVILLE, Tennessee—The Canadian hotel industry recorded steep year-over-year declines in the three key performance metrics during the week of 3-9 May 2020, according to data from STR. In comparison with the week of 5-11 May 2019, the industry reported the following: Occupancy: -73.9% to 17.5% Average daily rate (ADR): -37.7% to CAD101.47 Revenue per available room (RevPAR): -83.7% to CAD17.75 Among the provinces and territories, Newfoundland and Labrador experienced the largest decline in occupancy (-86.0% to 7.1%). British Columbia posted the steepest drop in ADR (-44.4% to CAD107.58). Quebec reported the larg...

Paris Hotels Will Experience Short-Term Pain but a Strong Recovery to Follow, Says HVS London

HVS | May 14, 2020

14 May 2020, London: Once the Paris hotel sector overcomes the initial period of recovery, the longer term, post-Covid future looks promising with the Olympic Games in 2024 expected to provide a much-needed boost to tourism. Looking at recovery in Paris’s hotel sector, global consultancy HVS says that the Games are likely to benefit the rebound of tourism, with the €2bn investment plan to revitalise Disneyland Paris expected to go ahead, albeit with possible delays because of the pandemic. Paris is currently undergoing a phased easing of the strict coronavirus lockdown measures imposed on 17 March, with hotels – as well as resta...

Guest Perspectives Post COVID-19: What Hotel Guests Want From a ‘New Normal’

Terri Miller | May 14, 2020

By Terri Miller As human beings we know change is inevitable. They say life is 10% of what happens to us and 90% is how we respond to it. There’s no question the hospitality industry will rebound from this challenging period. And when we do, it would be naive to think everyone will resume life as we knew it. We need to first acknowledge guests will adjust the way they travel and interact with hotels. But we have to go further than just acknowledgement. We must understand, adapt, and respond before the first guests ever (re)crosses our threshold. We need to actively re-instill trust before a guest even considers travel. Technology and ...

ProfitSword Publishes Best Practice Guide on How Hoteliers Can Overcome Market Uncertainty and Safeguard Revenue

ProfitSword | May 14, 2020

In-depth report details how latest business intelligence practices can preserve hotel financial stability and ability to implement successful strategies despite economic challenges. ORLANDO, Fla. – (May 14, 2020) – ProfitSword, hospitality’s premier developer of business intelligence and data integration software, has published a detailed guide demonstrating how hoteliers can leverage the latest business intelligence strategies and their organization’s performance data to safeguard hotel operations and revenue during times of economic hardship. Entitled, “Staying One Step Ahead of Economic Uncertainty With an Effective Business ...

First Hospitality to Manage Fairfield Inn & Suites by Marriott Columbus OSU

First Hospitality | May 14, 2020

COLUMBUS, OHIO - May 14, 2020—First Hospitality today announces it has assumed management of Fairfield Inn & Suites by Marriott Columbus OSU. The hotel is owned by Fillmore Capital Partners, LLC and features a fresh, contemporary design following a $4.5 million renovation. “This hotel is a strong addition to our portfolio, and we look forward to continuing our partnership with Fillmore Capital,” says David Duncan, president and CEO of First Hospitality. “We’ve been managing hotels in the Columbus market for nearly a decade. I’m confident that Fairfield Inn will continue to be an asset for Columbus visitors under the leader...

Hotels at Secondary and Tertiary Airports Will Suffer Longer

Jenny Lee | May 13, 2020

By Jenny Lee The coronavirus pandemic’s impact on travel is thought to be six or seven times greater than the 9/11 attacks, according to the U.S. Travel Association. Air travel volume fell precipitously through March. The estimated revenue losses by air carriers in 2020 is at least $252 billion. In late March, domestic carriers received a $60 billion bail-out, with some strings attached. The Department of Transportation issued an order that carriers receiving financial assistance under the Coronavirus Aid, Recovery, and Economic Security Act (the CARES Act) are required to maintain minimum air service to all destinations served as o...

Canadian Lodging Outlook Quarterly 2020-Q1

HVS | May 13, 2020

HVS and STR are pleased to provide you with the quarterly report of the Canadian Lodging Outlook.  Each report includes occupancy (occ), average daily rate (ADR), and revenue per available room (RevPAR) for six major markets. Source: STR   Source: STR   If you would like a detailed hotel performance data for all of Canada, STR offers their Canadian Hotel Review. The Canadian Hotel Review is available by annual subscription. For further Information, please contact: info@str.com or +1 (615) 824-8664 ext. 3504. HVS Canada performs major portfolio appraisals and single-asset consulting assignments and valuations from coast t...

The National Conference Center Names Kevin Croke Vice President, Sales & Marketing

the National Conference Center | May 13, 2020

Leesburg, VA (May, 13 2020) – The National Conference Center, the nation’s premiere learning and conference center located in Leesburg, VA has named Kevin Croke as Vice President Sales & Marketing. Geoff Lawson, VP & General Manager of The National made the announcement. “The National is committed to providing the best in class learning environment dedicated to serving and supporting those organizations investing in learning and development,” said Lawson. “Kevin has a proven track record of results in sales leadership and operational excellence. We are confident that his experience and invaluable knowledge will be a great...

Research Shows Strength of Tourism Sector’s Support for Workers and Communities

The World Tourism Organization (UNWTO) | May 13, 2020

As the sector faces up to an unprecedented challenge, the World Committee on Tourism Ethics (a subsidiary of the World Tourism Organization) has analysed the steps being taken by businesses and trade associations to mitigate the impact of the pandemic. Studying the actions taken by Private Sector Commitment to the Global Code of Ethics for Tourism (GCET) in 25 countries, the research revealed that, in spite of staff furloughs, employers across the sector are stepping up their support for workers and for communities. Tourism ‘going beyond its responsibilities’ Committee Chairman Pascal Lamy touched base with the GCET Signatories to learn...

We’ll Be Stronger When This Is Over

Shep Hyken | May 13, 2020

By Shep Hyken I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts. Here’s another one: With the right attitude, we’ll be stronger when this is over. As I’ve mentioned numerous times in the past, I’m an optimistic, glass-half-full, batteries-included kind of guy. I was reflecting on how my thoughts differ from friends, colleagues, my siblings and even my kids. Was I born this way? Maybe, but I can think b...

Boldly Getting Back to Business

Larry Mogelonsky | May 13, 2020

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Like most of you, I am chomping at the bit to get back to work. Ever the optimist, I want to see all of my clients’ properties start to churn their respective wheels of operation. But before we all flip the sign from closed to open, let’s stop for a minute and ask what this closure has taught us. There are great lessons here for every senior manager. I trust that you have spent some time reflecting upon what you would like to see, and less time rewriting your revenue forecasts endlessly without any meaningful purpose. There are numerous scenarios that have been written on how...

Covid-19 Crisis Forces Hoteliers to Review Their Human Resources Strategies

Alex Sogno | May 13, 2020

By Alex Sogno Does the leisure and tourism workforce need to be rescued? Considering the industry contributes 10.4% of global GDP, supporting one in ten jobs on the planet [i], we can affirm that the tourism industry is one of the principal job providers. Furthermore, business recovery is expected to be slow: the UNWTO has estimated a 20%-30% global decline in international tourist arrivals [ii]. Major hotel chains are reducing their workforce.  The business is performing 50% below normal levels in the European market and Asia Pacific, excluding China [iii] ; Marriott’s CEO Arne Sorenson said that the hotel business was running almos...

Will COVID-19 Impact Hotel Business Insurance Claims?

Don Scaramastra | May 13, 2020

By Don Scaramastra  As COVID-19 ravages our country and the world, perhaps no sector in the United States has suffered more than the hospitality industry. Government orders have effectively closed hotels and resulted in the widespread cancelation of meetings and events for the foreseeable future. While there is talk of “opening up” the economy, and while some states are taking measures to begin doing so, it’s unclear whether the public at large is ready to travel or meet in large groups anytime soon. For some hotels, help may be on the way in the form of business interruption insurance. This insurance is typically included in a p...

Sojern Launches New Interactive COVID-19 Travel Insights Dashboard

Sojern | May 13, 2020

Real-time travel data provides travel marketers the tools needed to monitor travel demand and plan for recovery SAN FRANCISCO – May 13, 2020 – Sojern, a leading provider of digital travel marketing solutions, today launched a new interactive dashboard providing real-time COVID-19 travel insights. These insights will empower Sojern’s customers, partners and industry leaders to forecast travel demand and make informed decisions about market recovery. Sojern will be providing free and unlimited access to the public via the Sojern website, a service the firm has only ever provided to customers and partners. The dashboard, updated dail...

Plotting (Literally) the Comeback for Hotels in a COVID-19 Environment

Dan Skodol | May 13, 2020

By Dan Skodol Plotting (literally) the comeback Hotels in North America and around the world are starting to look ahead to reopening their doors to guests.  As we speak, from the smallest independent boutiques to the largest global chains, properties are formulating strategies for operations, marketing, revenue management, and many other areas in the context of a post-COVID-19 environment. Theories and forecasts abound as to what the actual ramp-up of business will resemble, with general agreement that companies should have plans in place for various scenarios.  But looking at certain data now can help with understanding how and when s...

Latin America’s Hotel Construction Pipeline Remains Sluggish at the Close of the First Quarter of 2020*

Lodging Econometrics | May 13, 2020

May 13, 2020 – PORTSMOUTH, NH - In the recent Latin America Hotel Construction Pipeline Trend Report, analysts at Lodging Econometrics (LE) state that the total construction pipeline stands at 702 projects/124,050 rooms, down 2% by projects and up less than 1% by rooms, year-over-year (YOY). Projects presently under construction stand at 324 projects/57,193 rooms. Projects scheduled to start construction in the next 12 months stand at 203 projects/39,487 rooms and those in the early planning stage are at 175 projects/27,370 rooms. In the first quarter of 2020, 22 new hotels/3,825 rooms opened throughout Latin America, while new proje...

Will They Hit the Road on Day One?

Mower | May 13, 2020

NEW YORK – May 13, 2020 – More than one in four U.S. adults say travel is among the activities they are excited to return to when experts sound the all clear on COVID-19 restrictions. But will they be ready to go on Day One?  A survey by independent marketing, advertising and public relations agency Mower reveals that 60 days will pass before a majority of Americans will feel comfortable returning to most travel-related activities. Americans will be more inclined to take the wheel than take to the skies It will be Day 30 before half of Americans anticipate feeling comfortable taking a vacation by car and Day 60 before half will fly...

Hotel Equities to Manage New SpringHill Suites by Marriott in Topeka, Kansas

Hotel Equities | May 13, 2020

TOPEKA, KS -- (May 13, 2020) -- Today, Atlanta-based hotel owner and operator Hotel Equities (HE) announced its selection as the management firm for the new-build Springhill Suites by Marriott hotel in Topeka, Kansas. The hotel is located at 29th & Fairlawn, with plans to open in October 2020. Klaton Hotels Topeka, LLC owns the hotel development and HE will operate the hotel upon opening. “We are proud to partner with the ownership group to bring this new Marriott property to the Topeka community,” said Joe Reardon, chief development officer for HE. “Our proven track record of providing quick ramp in market and superior returns ...

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