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 Cost of Surprising the Customer
Shep Hyken | May 30, 2024
By Shep Hyken Surprising customers with something they weren’t expecting doesn’t have to be expensive. In many cases, it can be very inexpensive or even free. For example, surprising a couple with a cake and candle when they are celebrating at a restaurant costs a tiny fraction of the meal but greatly impacts the evening. For years, I’ve shared the story of a cab driver who surprised his customers with a newspaper, a bottle of water and a side trip to see a famous local landmark. That side trip cost the driver nothing but a few minutes of time. And the newspaper and water cost him far less than the extra tip he received f...
A Closer Look at Hotel Interest Rates: Past and Future
Dan P. McCoy | May 30, 2024
By Daniel P. McCoy Over the past couple of months, it has become increasingly clear that interest rates for hotel financing, and just about everything else, may stay higher for longer. As markets adjust to this expectation, many investors are realizing that they may not be able to delay deals until rates drop back down to so-called “normal” levels. There is mounting pressure for financing decisions that will need to be made in the coming months. In this article, we have compiled and analyzed historical hotel interest rate data, as well as indications from the Federal Open Markets Committee (FOMC or “Fed”) on the anticipated direc...
Hyatt Place Nantong Xinghu City Plaza Celebrates Official Opening
Hyatt Place | May 30, 2024
CHICAGO (May 30, 2024) – Hyatt Place Nantong Xinghu City Plaza, the first Hyatt Place hotel in Nantong, Jiangsu Province is officially open, expanding the Hyatt Place brand’s footprint globally in markets that matter most to guests and World of Hyatt members. The new hotel features the Hyatt Place brand’s intuitive design, casual atmosphere and practical amenities, such as free Wi-Fi and 24-hour food offerings. Because Hyatt’s efforts are grounded in listening and fueled by care, Hyatt Place hotels combine style, innovation and 24/7 conveniences to create an easy to navigate experience for today’s multi-tasking traveler. Hyatt P...
IHG Partners With SM Group to Bring First voco Hotel to Fujian Greater China
IHG | May 30, 2024
May 30, 2024, Xiamen: IHG Hotels & Resorts (IHG) announced a new partnership with SM Group to develop the first voco™ hotel in Fujian province – voco Xiamen SM city. Scheduled to open in the second half of 2025, this hotel will be nestled within the core area of Xiamen at SM Xiamen complex. This signing resonates with Greater China's national strategy to develop Fujian, enhancing IHG’s presence in southeastern region markets and further emphasizing its long-term commitment to the Greater China market. With the rapid development of tourism industry, Greater China enjoys the largest domestic tourism market and emerges as a glo...
The Hotel Group Opens the Tru by Hilton Yakima, Washington
The Hotel Group | May 30, 2024
YAKIMA, WA - May 30, 2024 - Award-winning hotel management company The Hotel Group ("THG"), an affiliate of Hotel Equities, in partnership with Hogback Development, is pleased to announce the opening of the Tru by Hilton Yakima, adding a vibrant hospitality option to the heart of Yakima, Washington. The hotel is co-owned by The Hotel Group and Hogback Development. Nestled alongside the Home2 Suites by Hilton in Rainier Square, this is the fourth collaborative venture of THG and Hogback Development, the new Tru by Hilton Yakima is a symbol of the city's shared vision to transform the area into a modern hub of comfort and convenie...
The Newman Joins Preferred Hotels & Resorts’ Legend Collection
Preferred Hotels & Resorts | May 30, 2024
NEW YORK, NEW YORK, U.S./ LONDON, U.K. - May 2024: One of London's most anticipated new hotels, The Newman, has joined Preferred Hotels & Resorts’ prestigious Legend Collection ahead of its opening in Spring 2025. Launched in 2015, the Legend Collection is globally sophisticated, culturally refined, and promises unforgettable guest experiences. Featuring exquisite accommodations, stellar and intuitive personal service, renowned dining, and exceptional spas in the world’s most remarkable destinations. The first hotel under hospitality management company Kinsfolk & Co, The Newman will fit effortlessly into the creative village...
Miami Marriott Biscayne Bay Welcomes Bertha Crucet as New Director of Sales and Marketing
Miami Marriott Biscayne Bay | May 30, 2024
MIAMI – May 30, 2024 – Miami Marriott Biscayne Bay – a high-rise hotel situated on Miami’s Biscayne Bay – is proud to announce the appointment of Bertha Crucet as Director of Sales and Marketing. In her new role, Crucet will develop and implement sales initiatives and marketing strategies to generate maximum revenue and support the property’s continued growth as it emerges from a $60 million renovation. Crucet enters this role with 25 years of industry experience in hospitality, sales, catering, and operations, bringing proven excellence in increasing profitability, exceeding results for top line revenue, relationships, ...
Heritage Hotels & Resorts Appoints Sean Sinclair to Executive Chef at Albuquerque’s Hotel Chaco
HERITAGE HOTELS & RESORTS | May 30, 2024
ALBUQUERQUE, N.M. (May 30, 2024) — Heritage Hotels & Resorts, the largest independent hotel group in New Mexico, announces the appointment of Sean Sinclair to Executive Chef of Level 5, a rooftop restaurant and lounge located at the hotel group’s AAA Four Diamond Hotel Chaco (2000 Bellamah Ave. NW) in Albuquerque. Sinclair has cultivated a distinguished culinary career that blends his passion for his home state with his extensive training and experience leading kitchens across the U.S. for the past decade. “Chef Sinclair has been an integral part of the Heritage family leading various culinary teams and efforts across our por...
TPG Hotels & Resorts Selected to Manage Two Premier Washington DC Properties
TPG Hotels & Resorts | May 30, 2024
May 30, 2024 (Providence, RI)— TPG Hotels & Resorts, one of the nation's premier hospitality management firms, announced today it has been selected to manage two upscale independent properties in Washington DC. The Glover Park Hotel and The Graham Hotel, both located in the Georgetown neighborhood, will be managed within the INTERA Collection by TPG Hotel and Resorts. "These exceptional assets are set to redefine upscale hospitality by offering unparalleled experiences that embody the history and uniqueness of their surroundings," said Ben Perelmuter, President of TPG Hotels & Resorts. "We look forward to deploying our sophistica...
Hyatt Regency Grand Reserve Puerto Rico Welcomes New Executive Chef Luis Quezada
Hyatt Regency Grand Reserve Puerto Rico | May 30, 2024
Rio Grande, Puerto Rico, May 2024 – Hyatt Regency Grand Reserve Puerto Rico is pleased to announce the appointment of seasoned Chef Luis Quezada as the 72-acre resort’s new executive chef. Bringing with him decades of experience with a proven track record of streamlining operations and increasing profitability, Chef Quezada is now the culinary director of the property’s 17 food and beverage outlets, which range from its premium steakhouse Prime 787 and sea-side food truck Picalo Gallo to one of the only true sports bars on the island, Sand Trap. With a degree in culinary arts, Quezada spent most of his early career at the iconic Bell...
Bentley Legacy Holdings Launches Operating Division, Bentley Legacy Group
Bentley Legacy Holdings | May 30, 2024
Deep expertise and passion for hospitality drive opportunity and value for growing family-run real estate business PLANO, Texas (May 30, 2024)—Bentley Legacy Holdings (“BLH”) is targeting strategic growth with the official launch of its hotel operating division, Bentley Legacy Group, the acquisition of new properties and the hiring of industry-leading talent to further cement its position within the hospitality industry. The intentional investments in dynamic properties throughout the country and the hiring of two experienced industry leaders Matt Berge and Ginger Van Nest allow BLH to be a premier hospitality partner and operator. He...
HSMAI Americas Announces 2024 Marketing and Revenue Optimization Honorees
HSMAI | May 30, 2024
McLean, VA (May 30, 2024) – The Hospitality Sales and Marketing Association International (HSMAI) Americas is proud to introduce the 2024 Marketing and Revenue Optimization award recipients who will be celebrated during HSMAI’s Commercial Strategy Conference. HSMAI will honor Dr. Kelly McGuire, managing principal of hospitality at ZS Associates, with the prestigious Vanguard Award for Achievement in Revenue Optimization. Scott Dahl, senior vice president of sales, marketing, and revenue management at Wurzak Hotel Group, and Taylor Baca, CRME, CHDM, corporate director of revenue management at Balboa Bay Resort & Club, will be pr...
Famed Chef, Restaurateur and Humanitarian José Andrés Announced as Keynote Session for The Hospitality Show 2024
The Hospitality Show | May 30, 2024
Join us in San Antonio at the Henry B. González Convention Center Oct. 28-30, 2024. Apply for media credentials here. NEW YORK - Internationally recognized culinary innovator, author, educator and humanitarian José Andrés has been announced as the opening keynote session speaker for the second iteration of The Hospitality Show, produced by Questex and the American Hotel & Lodging Association (AHLA). Additional speakers and programming updates will be announced in the coming months. In this lively discussion on Monday, Oct. 28, titled “Changing the World Through the Power of Food,” Andrés will share his passion for aff...
Are You Overpaying for Your Hotel Group Sales Management Technology?
MIKE PAVICICH | May 30, 2024
By Mike Pavicich Hospitality companies looking to reduce costs are turning to alternative sales and catering solutions that provide the same functionality without the hefty price tags Have you ever wondered if your current Sales and Catering (S&C) solution is overpriced? Are you seeing rates go up every year after thinking you got a great deal when you signed up? A common scenario is hoteliers unintentionally spending extra money on systems. Of course, with so many solutions claiming to offer comprehensive group sales and event management features, it is understandable that there is indecision and confusion. When you break down th...
AAHOA Welcomes Memorial Day Travel Reports; Looks Forward to Strong Summer
AAHOA | May 29, 2024
ATLANTA, GA, May 29—AAHOA (Asian American Hotel Owners Association) welcomes the good news about the record highway and air travel numbers set over Memorial Day weekend and is optimistic about the tone it sets for summer travel. "With the summer travel season underway, the numbers from Memorial Day weekend travel, considered the kickoff to summer, indicate great things for America's hotel industry during the upcoming summer months," AAHOA Chairman Miraj S. Patel said. The Transportation Security Agency (TSA) reported a staggering 2.95 million travelers were screened at U.S. airports on Friday, May 24, surpassing a previous record ...
Diego Sobrino Appointed Executive Chef of Bishop’s Lodge, Auberge Resorts Collection
Bishop’s Lodge, Auberge Resorts Collection | May 29, 2024
SANTA FE, N.M. (May 29, 2024) – Bishop’s Lodge, Auberge Resorts Collection, the legendary landmark and luxury resort, today announces the appointment of Diego Sobrino as executive chef. Chef Sobrino, who most recently showcased his culinary expertise at sister property, Hacienda Alta Gracia, Auberge Resorts Collection in Costa Rica, will bring over two dozen years of culinary and Michelin-star restaurant experience to the property's beloved restaurant, SkyFire. The concept of SkyFire redefines 'New Mexican cuisine' and combines modern techniques with family recipes and locally sourced ingredients. Inspired by the diverse, rich ingredient...
Marcus Hotels & Resorts Appoints Lynette Knutson as General Manager of Hilton Madison Monona Terrace
Marcus Hotels & Resorts | May 29, 2024
Marcus® Hotels & Resorts, a nationally recognized owner and management company and division of The Marcus Corporation, today announced Lynette Knutson has been appointed as general manager of Hilton Madison Monona Terrace in Madison, Wisconsin. Knutson brings more than 30 years of hospitality experience in the southern Wisconsin and northern Illinois areas to oversee the award-winning 240-room hotel. “Lynette is a talented hospitality professional with a history of success,” said Michael Evans, president of Marcus Hotels & Resorts. “She has experience managing premier hotels across the greater Madison area, and under Lynet...
Host Hotels & Resorts Enters Into Agreement To Acquire Turtle Bay Resort In Hawaii for $680M
HOST HOTELS & RESORTS | May 29, 2024
BETHESDA, Md., May 29, 2024 -- Host Hotels & Resorts, Inc. (NASDAQ: HST) (“Host” or the “Company”), the nation’s largest lodging real estate investment trust, today announced that it entered into an agreement to acquire the fee simple interest in the 450-room Turtle Bay Resort (the “Resort,”) on the North Shore of Oahu, Hawaii, including a 49-acre land parcel entitled for development, (the “Land Parcel”) for approximately $680 million, net of key money. The purchase price allocation is expected to be $630 million for the Resort and $50 million for the Land Parcel, subject to final appraisal. The acquisition price represe...
HVS ANAROCK Hotels & Hospitality Overview, May 2024
Akash Datta | May 29, 2024
By Akash Datta, Dipti Mohan, Dhwani Gupta Read the latest edition of the HVS ANAROCK monthly industry update, Hotels & Hospitality Overview (H2O), for the key trends in the Indian hospitality industry. Key highlights include: In April 2024, domestic air passenger traffic in India reached 132 lakhs, marking a 2.4% increase compared to April 2023. Goa witnessed the largest year-on-year decline in occupancy rate, while Kolkata registered the highest growth during the month. Hyderabad showed the highest year-on-year ADR growth among the top 10 markets in the country, followed by Chennai. After a long hiatus, Mumbai recorded ...
Hyatt and Kiraku Announce Plans for New Luxury Hot Spring Ryokan Brand ATONA in Locations Across Japan in 2026
ATONA | May 29, 2024
The first round of funding secured 10 billion yen for the Atona Impact Fund CHICAGO/TOKYO (May 29, 2024) – Hyatt Hotels Corporation (NYSE: H) and Kiraku, Inc. (“Kiraku”) today announced that ATONA, the modern hot spring ryokan (Japanese-style inn) brand, will open properties in Yufu, Yakushima, and Hakone. The ATONA brand was announced in 2022 under a joint venture between a Hyatt affiliate and Kiraku, a Japanese company dedicated to preserving valuable assets for future generations. The first ATONA ryokans are slated to open in 2026 across some of Japan’s top hot spring destinations and areas of natural beauty. Hyatt and Ki...
IHG Signs With GPKP to Develop Holiday Inn Prayagraj in Uttar Pradesh
IHG | May 29, 2024
The new hotel is set to open in 2025, bringing world-class hospitality to the city 29th May, 2024, National: IHG® Hotels & Resorts, one of the world’s leading hotel companies, has signed a management agreement with GPKP to develop Holiday Inn Prayagraj, in Uttar Pradesh. Scheduled to open in 2025, the signing underscores IHG's commitment to expanding its footprint across key secondary markets within India. Holiday Inn is one of the most loved and recognized hotel brands in the world with over 70 years of history. Deeply rooted in family and business travel, Holiday Inn has a vision to provide a quality, consistent and authe...
From Base Stays to Premium Experiences: How AI Is Redefining Ancillary Revenue Generation for Hotels
Leo Barrit | May 29, 2024
By Leo Barrit Artificial intelligence (AI) is more than just a buzzword; it's a transformative tool that can revolutionize the hospitality industry. Its practical use can empower hotels to anticipate guest preferences, tailor services accordingly, and deliver them through the right channels. This not only enhances the guest experience but also opens doors to increased profitability. However, it’s crucial to understand and navigate the challenges and considerations of implementing AI to align with a hotel's business goals. The economic gains from AI are not to be underestimated. A study by PwC predicts that the most significant boosts ...
The Logan Hotel Appoints Andrew Cifa as Director of Sales and Marketing
The Logan Hotel | May 29, 2024
The Westchester, PA native brings decades of knowledge and impressive industry experience to the downtown Philadelphia hotel Philadelphia, Pennsylvania (May 29, 2024) – The Logan Hotel proudly announces the appointment of Andrew Cifa as its new Director of Sales and Marketing. With a remarkable career spanning over two decades in the hospitality industry, Cifa brings a wealth of experience, strategic leadership, and a passion for delivering exceptional guest experiences to his new role. Situated in the vibrant, downtown cultural district of Philadelphia, The Logan is bold, artful and irresistibly inviting urban retreat, with 391 guest ro...
ZEL Costa Brava, the Second Hotel From Rafael Nadal + Meliá Hotels International, To Open June 1
ZEL | May 29, 2024
Following the overwhelming success of ZEL Mallorca, the lifestyle brand created by Meliá Hotels International and Rafael Nadal unveils its second hotel—an oasis of relaxation and adventure. Palma de Mallorca, May 29, 2024: The Mediterranean is highly sought-after for its climate, cuisine, and picturesque landscapes, drawing millions of tourists to Spain to discover its unique lifestyle. Inspired by this, Meliá Hotels International and Rafael Nadal created ZEL: a collaborative lifestyle brand that pays homage to the Mediterranean ethos. Following the success of its inaugural hotel, ZEL Mallorca, the brand will expand its presence this ...
