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
Shifting the Hospitality Service Paradigm in Difficult Times
Meng-Mei Maggie Chen | May 11, 2020
By Meng-Mei Maggie Chen A few years ago, Marriott had a commercial link with a storyline about an elderly lady who stayed in a Marriott hotel because she just lost her house during a mountain fire and needed time to reflect and think about her future. In the video, this lady described the friendship and support she received from the hotel employees. I used this video several times in my marketing courses because of how it appeals to a higher level of human needs (Maslow). How does it work? Instead of emphasizing product features or benefits, this video attempts to show an example that Marriott contributes to their host communities by...
Radisson Blu Hotel, Dubai Media City Appoints Elliot McKenzie as Food & Beverage Manager
Radisson Hotel Group | May 11, 2020
Radisson Blu Hotel, Dubai Media City has appointed Elliot McKenzie as its new Food & Beverage Manager. Before moving to Dubai and Radisson Blu one year ago (as Front of House Manager), McKenzie spent two years at InterContinental London – The O2 having previously spent five years at the Celtic Manor Resort in a variety of roles from Chef de Rang to Assistant Reception Manager. In his new role McKenzie will be responsible for a team of 90 including and will oversee the hotels F&B outlets (Certo, Icon Bar & Lounge, Rooftop Tamanya Terrace & Chef’s House) M&E operations and outdoor catering as well as drive new proj...
IHG Signs Crowne Plaza Hotel in Historic Lucknow India
IHG® | May 11, 2020
InterContinental Hotels Group® (IHG), one of world’s leading hotel companies, has signed a Management Agreement to bring the Crowne Plaza brand to the historic city of Lucknow, in northern India. Sudeep Jain, Managing Director, South West Asia, IHG commented: “Lucknow is emerging as a key destination for both corporate and leisure travellers with its excellent transport connections and an expanding business and tourism landscape. Crowne Plaza Hotels and Resorts is one of IHG’s most established brands in India and is an excellent fit for the market. The brand offers a combination of empowered service, always-on connectivity, innovative...
Marriott International’s Group President for the Americas, Dave Grissen, to Retire
Marriott International, Inc. | May 11, 2020
Marriott International, Inc. (NASDAQ: MAR) today announced that long-time senior executive Dave Grissen has decided to step down from his position as Group President, the Americas, towards the end of 2020 and retire from Marriott in the first quarter of 2021, after 36 years with the company. Mr. Grissen, who has been leading the company’s Americas business for the past eleven years, oversees all of the Americas’ lodging business comprising more than 5,640 properties and a work force of 160,000 people. “It’s hard for me to picture a Marriott without Dave Grissen, someone who has been such an integral part of this company for so long...
Hersha Hospitality Trust Announces First Quarter 2020 Results
Hersha Hospitality Trust | May 7, 2020
- Implements Aggressive Cost Containment Strategies - - Amends Bank Credit Facility to Access Additional $100 Million - - Obtains Full Financial Covenant Waiver through March 31, 2021 - PHILADELPHIA, May 07, 2020 -- Hersha Hospitality Trust (NYSE: HT) (“Hersha,” “Company,” “we” or “our”), owner of high-quality upscale and lifestyle hotels in urban gateway markets and resort destinations, today announced results for the first quarter ended March 31, 2020. First Quarter 2020 Financial Results Net loss applicable to common shareholders was approximately ($29.1 million), or ($0.76) per diluted common share, in the first quart...
Ryman Hospitality Properties, Inc. Reports First Quarter 2020 Results
Ryman Hospitality Properties, Inc. | May 7, 2020
NASHVILLE, Tenn., May 07, 2020 -- Ryman Hospitality Properties, Inc. (NYSE: RHP), a lodging real estate investment trust (“REIT”) specializing in group-oriented, destination hotel assets in urban and resort markets, today reported financial results for the first quarter ended March 31, 2020. First Quarter 2020 Results (as compared to First Quarter 2019): Hospitality RevPAR decreased 20.6% and Hospitality Total RevPAR decreased 16.3% Consolidated Net Income Available to Common Shareholders declined 258.2% to a loss of $46.5 million including approximately $33 million in non-cash charges Consolidated Adjusted EBITDAre de...
Wynn Resorts, Limited Reports First Quarter 2020 Results
May 7, 2020
LAS VEGAS--May 7, 2020--Wynn Resorts, Limited (NASDAQ: WYNN) (the "Company") today reported financial results for the quarter ended March 31, 2020. Operating revenues were $953.7 million for the first quarter of 2020, a decrease of 42.3%, or $697.8 million, from $1.65 billion for the first quarter of 2019. Net loss attributable to Wynn Resorts, Limited was $402.0 million, or $3.77 per diluted share, for the first quarter of 2020, compared to net income attributable to Wynn Resorts, Limited of $104.9 million, or $0.98 per diluted share, in the first quarter of 2019. Adjusted Property EBITDA (1) was $(5.3) million for the first quarter of 20...
Hyatt Reports First-Quarter 2020 Results
Hyatt | May 7, 2020
RevPAR Decline of 28% Due to COVID-19 Pandemic; Net Rooms Growth of Over 6% CHICAGO (May 7, 2020) - Hyatt Hotels Corporation ("Hyatt" or the "Company") (NYSE: H) today reported first-quarter 2020 financial results. Net loss attributable to Hyatt was $103 million, or $1.02 per diluted share, in the first quarter of 2020, compared to net income attributable to Hyatt of $63 million, or $0.59 per diluted share, in the first quarter of 2019. Adjusted net loss attributable to Hyatt was $35 million, or $0.35 per diluted share, in the first quarter of 2020, compared to Adjusted net income attributable to Hyatt of $48 million, or $0.45 per diluted ...
Hilton Reports First Quarter 2020 Results
Hilton | May 7, 2020
MCLEAN, Va. - Hilton Worldwide Holdings Inc. ("Hilton" or the "Company") (NYSE: HLT) today reported its first quarter 2020 results. The following results reflect the material impact that the novel coronavirus ("COVID-19") pandemic had on Hilton's business, the effects of which were not significant until March 2020. Highlights include: Diluted EPS was $0.06 for the first quarter, and diluted EPS, adjusted for special items, was $0.74 Net income was $18 million for the first quarter Adjusted EBITDA was $363 million for the first quarter System-wide comparable RevPAR decreased 22.6 percent on a currency neutral basis for the first ...
IHG – First Quarter Trading Update to 31 March 2020
IHG | May 7, 2020
Highlights Group Q1 comparable RevPAR1 down 24.9%; March down 55%; April expected to be down around 80% ~15% (~1,000 hotels) of the estate closed as at the end of April; ~10% (~440 hotels) in the Americas, ~50% (~560 hotels) in EMEAA and ~2% (10 hotels) in Greater China Occupancy levels in comparable open hotels in the low-to-mid 20% range 4.6% YoY net system size growth to 882k rooms 6k rooms opened, including 1k in March Signed 14k rooms (104 hotels) in the quarter, including 4k in March, taking the pipeline to 288k rooms Delivering on our cost reduction and cash conservation actions across the System Fund and Fee Bus...
STR: Canada Hotel Results for Week Ending 2 May
STR | May 7, 2020
HENDERSONVILLE, Tennessee—Showing further COVID-19 impact, the Canadian hotel industry recorded steep year-over-year declines in the three key performance metrics during the week of 26 April through 2 May 2020, according to data from STR. In comparison with the week of 28 April through 4 May 2019, the industry reported the following: Occupancy: -75.8% to 16.6% Average daily rate (ADR): -37.5% to CAD101.69 Revenue per available room (RevPAR): -84.9% to CAD16.91 Among the provinces and territories, Newfoundland and Labrador experienced the largest decline in occupancy (-87.8% to 6.8%). British Columbia posted the steepest ...
ProfitSword Joins Special Edition of In Clear Focus Podcast to Provide Insight on How COVID-19 Is Transforming the Business Intelligence Landscape
ProfitSword, LLC | May 7, 2020
Leading provider of business intelligence technology for the hospitality and senior living industries offers guidance over how the pandemic has affected strategic business planning abilities for both markets and how industry professionals can best adapt moving forward. ORLANDO, Fla. – (May 7, 2020) – ProfitSword, the leading developer of business intelligence and data integration software for the hospitality and senior living industries, has announced its taking part in a special edition of the “In Clear Focus” Podcast with the goal of providing industry professionals with the latest expert insight over how the COVID-19 pandemic ha...
The Real Effect of COVID-19
H. Keith Thompson | May 7, 2020
Public interviews versus private interviews By H. Keith Thompson, Principal Avison Young Hospitality Group Publicly accessible interviews seldom tell the real story. The real story is only garnered through private conversations that are kept confidential. The reason is simple; no CEO wants to discuss publicly the real time performance, cash position, losses and contingency plans inherent in their company’s strategy. They have peers, competitors, investors and lenders who simply do not want this level of confidential information available for public consumption. Their public message is one of hope and optimism, but more times than not ...
INTELITY and JOINGO Partner to Drive Contactless Engagement for Casino-Resorts
INTELITY | May 7, 2020
The two industry leaders team up to help gaming resorts minimize physical touch while maximizing guest engagement Los Angeles, CA (May 7, 2020) - INTELITY®, the provider of the travel industry’s most comprehensive guest engagement and staff management platform, announced today a new partnership with JOINGO, a leading-edge mobile technology provider for the gaming industry. The integration streamlines and connects every part of the casino-resort experience, empowering properties to future-proof their business by limiting physical contact while still engaging visitors as both a guest and player. “The value of creating seamless, touch...
Tribal Casinos Are Turning to Technology to Protect Employees
Robb Monkman | May 6, 2020
By Robb Monkman Certain things in life can be a gamble, but what about personal safety? Or, in the case of casinos, what about the safety of staff? Of course, the answer seems obvious. Admittedly, the well-being of staff should never be left to chance or treated with the same whimsical probability so often applied to a friendly game of blackjack, right? And yet, for years, the safety of staff on casino grounds was anything but assured. Just as hotels have struggled with the prevalence of staff-related incidents including, but not limited to, injury, harassment, and assault, bustling casinos have endured the development of similar, conce...
Following the Theme Park Model for Covid Safety
Larry Mogelonsky | May 6, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) We all know that the COVID-19 will stipulate a holistic rethink of hospitality cleaning SOPs and how we accommodate new (and possibly permanent) social distancing or contactless regulations. When travel restrictions start to relax, though, how can a hotel decide which procedures to implement onsite so as to find a harmony between staying wholeheartedly welcoming like before and not turning a property into a lifeless dystopian hellscape? This balance will take lots of planning and training, so the time to start discussing it is now, especially given that we have the time to put in...
Tourism Tidbits: After the Virus Passes: Travel Tips for Tourism Professionals
Dr. Peter E. Tarlow | May 6, 2020
By Dr. Peter Tarlow During the last three months, tourism has basically come to a halt. Organizations and business cancelled meetings one after another, hotels suffered from low to no occupancy, airlines faced their biggest challenge ever, and trade show ceased to exist. Yet despite the hardships of the last few months, slowly but surely tourism will be reborn and its leaders will once again have to create new ways not only for the pubic to travel but to lead by example and travel. Remember that the word hospitality is related to the word for hospital. A hospital takes care of our bodies and hospitality addresses the soul. Both are essenti...
The District of Columbia, Destination DC and Tourism Partners Discuss Importance of Recovery Plans Once Travel Is Safe
Destination DC | May 6, 2020
WASHINGTON, May 6, 2020 - Destination DC (DDC), the official destination marketing organization for DC, and partners today announced the current impact of COVID-19 on the tourism industry and steps toward recovery once travel is safe. Muriel E. Bowser, mayor of the District of Columbia, joined DDC President and CEO Elliott L. Ferguson, II today for the update. "When the time comes and we are able to safely reopen our city, I know our community will be eager to support the businesses, sites and restaurants that have made DC one of the top destinations in the world," said Mayor Muriel Bowser. "The reopening of our city won't all ha...
STR: U.S. Hotel Results for Week Ending 2 May
STR | May 6, 2020
HENDERSONVILLE, Tennessee—STR data for 26 April through 2 May 2020 showed slightly higher U.S. hotel occupancy compared with previous weeks, but the same significant level of year-over-year decline in the three key performance metrics. In comparison with the week of 28 April through 4 May 2019, the industry recorded the following: Occupancy: -58.5% to 28.6% Average daily rate (ADR): -44.0% to US$74.72 Revenue per available room (RevPAR): -76.8% to US$21.39 Previous weekly U.S. absolute occupancy: April 19-25 2020: 26.0% April 12-18 2020: 23.4% April 5-11 2020: 21.0% “Week-to-week comparisons showed a third ...
STR: Florida, Texas Lead Weekend Hotel Occupancy Gains
STR | May 6, 2020
HENDERSONVILLE, Tennessee—Led by Florida and Texas, 13 STR-defined submarkets showed greater than 10-point weekend vs. weekday occupancy gains for the week ending 2 May, according to data from STR. “The first ‘real weekend’ with eased COVID-19 restrictions showed an obvious jump in hotel demand, especially in popular, warm-weather leisure spots,” said Jan Freitag, STR’s senior VP of lodging insights. “Whether or not this becomes a trend remains to be seen, but the fact that there were people instantly willing to head out for leisure activity and stay in hotels is a positive sign for the industry. We have maintained througho...
Don’t Let Your Customers Fall in the Expected Experiences Gap
Shep Hyken | May 6, 2020
By Shep Hyken I’ve written about the concept of a “gap” a number of times over the years. Each time, the gap was different. The first time, I shared Dan Sullivan’s principle about the gap between the goal you wanted to achieve and your actual results, if you didn’t hit the goal. The difference was the gap. Another time I wrote about the competitive gap, which is about the gap or distance you put between you and your competition. The bigger the gap, the bigger your advantage. Then there was the gap between the service you want the customer to experience and the actual service they receive. Often when leader...
Will Ancillary Revenues Become Primary Revenues in the COVID Era?
Ajay Mehtani | May 6, 2020
By Ajay Mehtani HVS ANAROCK spoke about ancillary revenues in early 2019 and the concept of focusing on Revenue Per Square Feet at our HOPE conference again in Bengaluru in August last year – thus, initiating a dialogue with the industry on the concepts of Total Revenue Management. When the times are good, Ancillary Revenues seem very small and we let the opportunity pass by, as the effort does not add up to the return! Yes, any new product or innovation starts small. For instance, let’s take the example of the food delivery industry. Frost & Sullivan estimated the global food delivery industry to be worth $82 billion in terms o...
A Crisis Management Framework to Leverage Your Housekeeping Department in COVID-19
Global Asset Solutions | May 6, 2020
By Alex Sogno With many hotels already closed, the first step of reacting to this crisis has been completed. This critical action hits pause on numerous cash outflows. Therefore, we suggest a financial restructuring framework [1] as a crisis response approach to look for what to do next. Now is the time to stabilize your employees, develop and implement your reopening plan to come out of these challenging times stronger than before. While often not at the forefront of hotel owners’ or asset managers’ minds, housekeeping is arguably one of the most important departments. After all, the housekeeping team takes care of the “house...
The Carver Companies Provide Task Force Teams to Help Hotels With Re-Opening
the Carver Companies | May 6, 2020
ATLANTA, GA – May 6, 2020 – The Carver Companies, the hospitality infrastructure powerhouse, announced that their Carver Hotel Group division has re-opening teams ready to assist hotels preparing for business after being closed due to the pandemic. As the world of hospitality works towards re-opening, the hotel industry is anticipating the demand for Task Force consultants to be greater than ever. “At The Carver Companies, we want to let the hospitality arena know that we've spent the past six weeks preparing for the increased demand,” said The Carver Companies’ Chief Development Officer Charlene "Charley" Carter. “If your h...
