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
Crisis Management – Market Reactions vs Steady Leadership
Thomas Mielke | March 3, 2020
By Thomas Mielke The Financial Times this weekend reported on the trillions of dollars that have been wiped out thus far due to the coronavirus disease 2019 (COVID-19) outbreak. According to the newspaper, stocks in hospitality companies have been particularly hit, having fallen by a reported 19% in Europe compared to last week – one of the strongest declines for the sector since the terror attacks of 9/11. The still-growing number of countries, and companies, enforcing travel bans is exasperating the situation. Reuters reported, for example, global giant Nestle suspending all international business travel. Other companies operating acro...
In the Age of Pandemics: Some of the Reasons That Tourism Industries Fail: Part One of a Two-Part Series
Dr. Peter E. Tarlow | March 3, 2020
Part 2 will appear in April. By Dr. Peter Tarlow Much of the tourism literature is dedicated to tourism successes or how to succeed. When not focusing in on successes, the literature often deals with crisis management, such as the most recent outbreak of CoVid -19 (Coronavirus). Rarely do we examine our self-inflict failures. The fact is that many tourism and travel businesses, however, do not succeed. The reasons for these failures may be of a personal nature, not enough passion or pure laziness, but the great majority of failures can be classified into sociological taxonomies. These categories help us to think abo...
Hotels Scrape Out Profit Growth in January Amid Coronavirus Concern
HotStats | March 3, 2020
U.S. hotels eked out a 0.6% year-over-year increase in GOPPAR in January, but as the full scope of the coronavirus becomes clearer, subsequent months could put pressure on hoteliers to generate both top- and bottom-line growth. Revenue, too, was up in the month, as rooms RevPAR grew 2.7% YOY on the back of an increase in average rate (up 1.1% YOY) and occupancy (up 1.0 percentage points). Positive revenue growth in F&B pushed total revenue to a 3.2% YOY increase, as non-rooms revenue grew 3.9% YOY. Still, hoteliers had trouble with flow-through, evidenced by the smaller increase in profit of only 0.6%. This came as a result of a jum...
Europe Sees Hotel Transactions Reach Record High Reveals HVS Report
HVS | March 3, 2020
03 March 2020, London: Total European hotel transaction volume reached the highest annual level ever recorded last year – with €27.1 billion-worth of deals being struck, according to the annual European Hotel Transactions report published this week by HVS and its brokerage and investment services division HVS Hodges Ward Elliott. The largest amount of capital was poured into the UK with some €5.3 billion (£4.4 billion) - 23% of total volumes, a 15% decrease on the previous year. German destinations booked the second most investment volumes at just over €4 billion (18% of total volumes), up 6% on 2018 levels. In terms of room co...
Talking About Ourselves and Telling Our Story Is Not Always Easy – Here Is a Way to Do It Effectively
Gary Hernbroth | March 3, 2020
By Gary Hernbroth Have you ever been asked to “toot your own horn,” to tell others about or list your talents, abilities and qualities? How did it make you feel to answer that query? It can be a bit off-putting, right? Whether you’re on the sending side or the receiving side, if it’s overdone it can be downright uncomfortable or cringe-worthy. But love it or loathe it, there’s no denying that it’s a necessary thing in our world today, especially in business. While some people see it as a welcome opportunity to talk about their brand or do a bit of self-promotion, others are very uncomfortable with talking or writing about...
Scott Hamilton Named General Manager of Hilton McLean Tysons Corner
Hilton Hotels & Resorts | March 3, 2020
March 3, 2020 - MCLEAN, Va. - Hilton McLean Tysons Corner, owned by Park Hotels & Resorts and managed by Hilton Management Services, has appointed Scott Hamilton as general manager. Most recently, Hamilton served as resident manager at Hilton Hawaiian Village Waikiki Beach Resort. In his new role, Hamilton will be responsible for overseeing the day-to-day operations of the 458-room hotel, which includes more than 28,000 square feet of flexible meeting space. A 20-year hospitality veteran, Hamilton began his career in food and beverage. Over the years, he has held positions, including manager at Nobu Las Vegas, director of food and...
IHG® Announces Senior Leadership Appointments in the Americas
IHG® | March 3, 2020
03 MARCH 2020 - IHG® (InterContinental Hotels Group), one of the world’s leading hotel companies, announces that it has named two versatile IHG leaders into new senior leadership positions – Jay Caiafa, Chief Operating Officer, Americas, and Brian Hicks, Senior Vice President, Commercial and Revenue Management, Americas. Elie Maalouf, Chief Executive Officer, Americas, IHG, commented: “Jay and Brian are well-respected hospitality leaders, and we are fortunate to have them guiding these key functions in IHG’s largest region. Jay brings an exceptional blend of skills and experience and is an innovative thinker who combines strong l...
Grand Nikko Tokyo Bay Maihama Set for May Opening Following Rebranding
March 3, 2020
TOKYO -- Grand Nikko Tokyo Bay Maihama is pleased to announce that it will open its doors on May 1st, 2020. Currently operating as the Tokyo Bay Maihama Hotel Club Resort, the hotel will be rebranded and operated by Okura Nikko Hotel Management Co., Ltd. from that date. Grand Nikko Tokyo Bay Maihama will offer a Southern European atmosphere incorporating a striking pink exterior. The hotel will provide guests with a unique opportunity to refresh both their minds and bodies while enveloped in a refreshing resort breeze, inspired by the concept "The epitome of quality, where guests can experience ultimate comfort, unlock all their senses." ...
DiamondRock Hospitality Plans June 2020 Opening of Barbary Beach House Key West
March 3, 2020
KEY WEST, Fla., March 3, 2020 -- DiamondRock Hospitality Company (the "Company") has announced an anticipated June opening of the Barbary Beach House Key West (2001 South Roosevelt Boulevard), a 184-room oceanfront hotel inspired by the island's natural landscape and legendary maritime history. Following an extensive, top-to-bottom conversion, the Barbary Beach House Key West has been transformed into a lush, tropical haven where free-spirited adventurers can discover an unrivaled Key West experience along the famed southernmost shores of the United States. "Without a doubt, Barbary Beach House Key West will be a prized addition to ...
Guest Experience Is the New Loyalty: How Hoteliers Can Take Advantage of Technology to Elevate Guest Experience
Binu Mathews | March 3, 2020
By Binu Mathews For hoteliers, guest loyalty has become an increasingly elusive concept. A decade ago, brands would have focused on instilling loyalty through things like rewards programs or points. Now, it is more about creating an inspiring, fun, and authentic experience across the entire guest journey. Jeff Bezos once said, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little better.” As it turns out, the recipe for loyalty in this modern, digital landscape is equal parts simple and complex for hoteliers. The basic premi...
3 Ways to Protect Your Hotel’s Revenue From the Impacts of the Coronavirus
GCommerce | March 3, 2020
By Lindley Cotton As the number of people infected with Coronavirus continues to rise while the U.S. stock market continues to drop, the hospitality industry is wondering what the true impact will be in the coming weeks and months. While no one can accurately predict the total damage, we do know that hotels who rely on business from China, Japan and Korea will need to look elsewhere to make up for loss in traffic from these countries. In addition, in the last few days, some of the largest conferences in the world have been canceled due to companies shutting down international travel (and in some cases US domestic travel). The Washington...
The Driskill Appoints Chris Collins as New General Manager
The Driskill | March 3, 2020
AUSTIN, TX – March 3, 2020 – The Driskill is pleased to announce that Chris Collins has been named as General Manager, effective immediately. Chris Collins will oversee hotel operations and financial performance as well as strategic aspects at the historic Driskill Hotel in the heart of downtown Austin, TX. As part of his new role, Collins will oversee all property operations, including 189 guest rooms and suites, over 18,000 square feet of meetings and events space, and three exceptional culinary outlets at The Driskill Grill, 1886 Café & Bakery and The Driskill Bar. Chris comes to The Driskill with over 17 years of experien...
Novotel Sriracha & Koh Si Chang Marina Bay Opens First Phase of Its Dual-Location Hotel on the Gulf of Thailand
Novotel Hotels | March 3, 2020
SRIRACHA, THAILAND, 3 MARCH 2020 - The much-anticipated opening of Novotel Sriracha & Koh Si Chang Marina Bay offers business and leisure travellers the opportunity to enjoy the ocean views of Sriracha and island paradise retreat on Koh Si Chang. Nestled along the east coast of the Gulf of Thailand, the main hotel building in Sriracha comprises 235 rooms. Another 40 guest rooms, including 16 villas will open on Koh Si Chang later this March, complete with private pier and speedboat services to shuttle guests between the two locations. The new sea front hotel is conveniently situated between Bangkok’s Suvarnabhumi International Air...
Gulph Creek Hotels Acquires Hilton Garden Inn Saratoga Springs
Gulph Creek Hotels | March 3, 2020
(Wayne, PA) March 3rd, 2020 – Gulph Creek Hotels is pleased to announce the acquisition of the 112-room Hilton Garden Inn located at 125 South Broadway in Saratoga Springs, New York. The property includes an indoor pool, restaurant, fitness center and 1,500 square feet of meeting space. Food and beverage offerings include a full bar and dinner menu, as well as a freshly made breakfast. Guests will enjoy proximity to restaurants, shopping and location entertainment. The hotel is a one-mile drive from downtown Saratoga Springs. This contemporary hotel is under two miles from the Saratoga Race Course and Saratoga Spa State Park. Renov...
Hampton Inn Mobile CLOSED on RealINSIGHT Marketplace
RealINSIGHT Marketplace | March 3, 2020
RealINSIGHT Marketplace and Berkadia Hotels & Hospitality are pleased to announce the closing of the Hampton Inn in Mobile, Alabama at 104% of Reserve. Located along Interstate 10, the 80-room limited-service hotel was built in 1994. Due for a renovation, Berkadia and RealINSIGHT Marketplace marketed the property with a focus on maximizing profits and closing within a tight timeframe. The Broker and the Seller selected RealINSIGHT Marketplace to assist in developing a sales strategy which provided investors the confidence to enter into a non-contingent purchase agreement with a 10% hard deposit on day one. By ensuring investors had ...
OLS Hotels & Resorts Appoints Jade Hammond as Hawai’i Director of Sales and Marketing
OLS Hotels & Resorts | March 3, 2020
LOS ANGELES, MARCH 3, 2020 – OLS Hotels & Resorts, a leading hotel management company comprised of bespoke independent and branded properties, has named Jade Hammond as its Hawai'i director of sales and marketing. In her role, Hammond will plan and implement sales and marketing strategy for OLS Hotels & Resorts’ nine properties throughout the Hawaiian Islands. She also will be an integral part of the onboarding process for future Hawai'i hotel additions, contributing her energized attitude, imaginative flair and passion for curating marketing content. As a seasoned sales professional with a deep knowledge of both the market and th...
GHM Appoints André Kretschmann as General Manager of The Chedi Kudavillingili Opening Later This Year
GHM | March 3, 2020
SINGAPORE (Mar. 3, 2020) — One of the ‘first generation’ of general managers to open GHM properties from the Far East to the Middle East is flying the Chedi flag again as he prepares to introduce a new resort on Kudavillingili Island in the Maldives later this year. André Kretschmann, who started with GHM in 1995, has assumed pre-opening responsibilities at The Chedi Kudavillingili, the group’s first property in the Maldives. Located within a half-hour speed boat ride of Malé International Airport, the new 99-villa resort will feature 36 overwater villas, a 150-metre long pool and a spa with eight overwater treatment rooms. Th...
Wymara Resort & Villas Appoints Jorge Collazo as New General Manager
Wymara Resort & Villas | March 3, 2020
PROVIDENCIALES, TURKS + CAICOS – March 3, 2020 – Less than a year into his return to Wymara Resort & Villas as director of sales and marketing, Jorge Collazo has been appointed General Manager of the award-winning Grace Bay Beach resort. The announcement comes during a landmark year for the property, which is celebrating its 10th anniversary with seven posh new villas and resort room renovations that will up the ante on the modern traveler’s luxury Turks & Caicos vacation experience. In his new role, Collazo will oversee all aspects of the resort’s operations, tapping into his deep-rooted hospitality experience and love o...
UgoVirtual Event Platform Provides Robust Alternative to Onsite Meetings for Challenged Global Hotel and Travel Industry Event Planners
UgoVirtual | March 3, 2020
Comprehensive virtual event hosting platform capable of maintaining business continuity, educational and networking opportunities in a climate of travel-related health concerns and onsite event cancellations. ATLANTA – March 3, 2020 – UgoVirtual, a comprehensive online platform designed to meet the growing virtual travel and event management/hosting needs of the global travel and hospitality sectors, is providing a timely alternative to onsite events that have come under scrutiny in light of recent global health concerns surrounding the Novel Coronavirus (COVID-19). As cases of the virus continue to escalate worldwide, the hotel, trave...
High Hotels Maximizes Performance Forecasting, Business Intelligence and Data Management Efficiency With ProfitSword Partnership
ProfitSword | March 3, 2020
Hotel management company implements ProfitSage to gain comprehensive real-time analysis of financial performance across organization, maximizing ability to identify revenue-enhancing opportunities while reducing expenses. LANCASTER, Pa. (March 3, 2020) – ProfitSword, hospitality’s premier developer of business intelligence and data integration software, has partnered with High Hotels to implement its ProfitSage operational and financial reporting platform at all properties that the hotel management company currently oversees. Recently celebrating its 30th anniversary and continuing to experience significant growth with properties now l...
Sonnenblick-Eichner Company Arranges Financing for Lone Star Court, Austin, Texas
Sonnenblick-Eichner Company | March 3, 2020
Beverly Hills, CA (March 3, 2020) -- Sonnenblick-Eichner Company has arranged first mortgage debt to refinance the Lone Star Court, a 123-room boutique hotel located within The Domain, a 303-acre master planned development in Austin, TX. The CMBS loan, funded by a Wall Street investment bank pays 3.49% interest only over the entire 10-year term. Loan proceeds were utilized to retire existing debt and provide working capital. Hotel amenities include The Water Trough Restaurant and Bar, 1,933 square feet of meeting space, 3,341 square feet of outdoor event space, a fitness center, swimming pool, and 154 parking spaces. Lone Star Court is ran...
New Survey Shows 66% of Americans Unlikely to Cancel Vacation Because of the Coronavirus, but 63% Would Cancel International Business Trip
March 2, 2020
Most Americans would not cancel and upcoming vacation because of the coronavirus threat, but would cancel an international business trip, according to a new series of polls conducted by Reservations.com. One survey shows that respondents predict the global travel industry will suffer from the outbreak. The global death toll of the coronavirus sits at more than 2,400 deaths with the vast majority in China’s Hubei province, the center of the outbreak, with over 2,300 deaths. As of February 22, 2020 there were over 64,000 cases in the epicenter of the outbreak, with over 40,000 patients hospitalized. Only 17 deaths have occurred outside of ...
Hyatt Affiliate Signs With Umm Alqura to Develop Grand Hyatt Branded Hotel in Makkah
Grand Hyatt | March 2, 2020
CHICAGO (March 2, 2020) – Hyatt Hotels Corporation (NYSE: H) announced today that a Hyatt affiliate has entered into a management agreement with Umm Alqura for development and construction of a Grand Hyatt branded hotel in the Holy City of Makkah in the Kingdom of Saudi Arabia. Located in close proximity to the Grand Mosque, the hotel will be an integral component of the King Abdul Aziz Road (KAAR) mixed-use urban development project, designed to support one of the fastest-growing religious tourism markets in the world. “The Kingdom of Saudi Arabia is one of Hyatt’s prime focus areas within the Middle East," said Ludwig Bouldoukian,...
Hilton Signs With Mitsubishi Estate for Hilton Okinawa Miyako Island Resort
Mitsubishi Estate | March 2, 2020
TOKYO, Japan and MCLEAN, Va. - Hilton (NYSE: HLT) today announced that the company entered into a management agreement with Mitsubishi Estate Co., Ltd. scheduled to open Hilton Okinawa Miyako Island Resort in 2023. Constructed by Mitsubishi Estate and Kajima Corporation, this will be Hilton’s first property on Miyako Island, located approximately 300km southwest from Okinawa’s main island. Hilton Okinawa Miyako Island Resort will join Hilton’s portfolio of six hotels in Okinawa presently operating under two brands, including Hilton Hotels & Resorts and DoubleTree by Hilton. Known for its clear blue waters and home to the pop...
