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
Looking at the Pros and Cons of Dispensers
Larry Mogelonsky | January 2, 2020
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) As part of a larger sustainability push, the hotel industry will soon be done with single-use plastic bathroom amenities. Dispensers are better for the environment and cheaper, after all, but are we losing anything in exchange, however small? Like all parts of the guest journey, we must look at how each individual moment influences the overall hotel experience. When considering bathroom amenities, while we all have ideas on what we think will work best to improve the guest perception, the focus will always be cost. Particularly at the luxury end these days, hoteliers must look to ho...
Food & Beverage: The Secret Ingredient to Building Hotel Guest Loyalty
Joel Montaniel | January 2, 2020
By Joel Montaniel, Co-Founder and CEO, SevenRooms Hotels are constantly competing to improve their amenities, rewards, and services to stand out in a saturated market. And chief among those offerings in the eyes of consumers are dining options, with newly released research uncovering that almost 1 in 3 Americans think hotels with great restaurants are more memorable than those without. As boutique hotels and major chains invest in more experimental restaurant concepts, respected chefs and locally-authentic F&B experiences, travelers will flock to hotels with drool-worthy dining built into their stay. This new approach to food & ...
New Year’s Reflections: Celebrate Your Accomplishments
Shep Hyken | January 2, 2020
It’s that time of year when we make New Year’s resolutions that, while well-intentioned, we quickly fall short of and often forget in a very short time NEW YEAR’S REFLECTIONS: CELEBRATE YOUR ACCOMPLISHMENTS I’m going to break away from my typical articles about customer service and experience and get personal. It’s that time of year when we make New Year’s resolutions that, while well-intentioned, we quickly fall short of and often forget in a very short time. Personal goals about working out and losing weight seem to be the most popular. Those resolutions can often be frustrating, especially if they become a pattern of fa...
Commonwealth Hotels Appoints Leadership Team for Hampton Inn & Suites Opening February 2020 in Tampa
Commonwealth Hotels, LLC | January 2, 2020
COVINGTON, Ky., Jan. 2, 2020 -- Commonwealth Hotels is excited to announce the hiring of two outstanding associates for the Tampa area's newest hotel. Leilani Martinez and Michelle Cardamone, two tenured industry leaders, are joining the Hampton Inn & Suites Tampa/Riverview/Brandon staff as the General Manager and Director of Sales and Marketing respectively. Martinez moves to the Hampton Inn & Suites after spending the last year-and-a-half with Commonwealth as the Assistant General Manager at the Hilton Garden Inn Tampa/Riverview. A 25-year hospitality veteran, she has over a decade of experience as a General Manager at various ...
HVS Global Hotel Industry Outlook – Ushering in a New Decade
HVS | January 2, 2020
The Global Hotel Industry Outlook report provides expert insights into regional performance for Asia, Canada, Europe, India, Mexico, Middle East, and the United States The Canadian lodging industry has reached peak performance levels—RevPAR and profitability are at all-time highs. However, growth has slowed since the summer, and operating performance appears to be shifting into a lower gear. Growth in the Canadian lodging sector is slowing, but the country remains a sound market for investment. The fundamentals of the industry are healthy, and demand growth is expected to keep pace with supply increases next year, resulting in moderate ...
Commonwealth Hotels Names Key Leadership Positions at Courtyard by Marriott Columbus Worthington
Commonwealth Hotels, LLC | January 2, 2020
COVINGTON, Ky., Jan. 2, 2020 -- Commonwealth Hotels is pleased to announce the promotion of Korra-Shay Richards and Dennis Ashe to the positions of Director of Sales and General Manager respectively for the Courtyard by Marriott Columbus Worthington. The beautiful property offers 133 King, Queen, Double and suite rooms, each with their own unique design. The hotel is owned by Hospitality Group Worthington Portfolio, LLC and managed by Commonwealth Hotels in Covington, KY. Commonwealth Hotels is eager to have Korra-Shay join the team. "Courtyard Columbus Worthington is an amazing property we just recently brought into the portfolio." Jenny ...
Northwest Hospitality Opens New Embassy Suites by Hilton Oklahoma City
Embassy Suites by Hilton | January 2, 2020
The hotel offers 216 guestrooms led by General Manager Patrick Whyatt Embassy Suites by Hilton, a global brand of upscale, all-suite hotels from Hilton (NYSE: HLT), announced today the opening of a new hotel located in Oklahoma City. Owned and operated by Northwest Hospitality, the Embassy Suites by Hilton Oklahoma City Northwest is perfectly situated to allow guests easy access to businesses, shopping and entertainment. Embassy Suites by Hilton prides itself on offering guests an approachable and stress-free experience at each of its spacious, all-suites hotel properties. The sophisticated and contemporary hotel is conveniently loc...
Park Hotels & Resorts Inc. Closes Sale of the Le Meridien New Orleans for $84 Million ($205 per key)
Park Hotels & Resorts | January 2, 2020
TYSONS, Va.--Park Hotels & Resorts Inc. (“Park”) (NYSE:PK) today announced that it has closed on the sale of the 410-room Le Meridien New Orleans (the “Hotel”) located in New Orleans, LA, for gross proceeds of $84.0 million, or $205,000 per key before customary closing costs. When adjusted for Park’s anticipated capital expenditures (“capex”), the sale price represents a 5.0% capitalization rate on the Hotel’s projected 2019 net operating income, or 17.1x the Hotel’s projected 2019 EBITDA. Proceeds from the sale of the Hotel will be used to repay a portion of Park’s unsecured indebtedness. Including the sales of the...
Hyatt Regency Hengqin Opens in Greater Bay Area of Southern China
Hyatt Regency | January 2, 2020
CHICAGO (January 2, 2020) – Hyatt Hotels Corporation (NYSE: H) today announced the opening of Hyatt Regency Hengqin in Zhuhai, Guangdong Province, China. With 493 rooms, six dining outlets, and 40,440 square feet (3,757 square meters) of event space, the hotel is designed for business and leisure guests alike seeking a seamless, intuitive experience in the city. Situated in the heart of the dynamic and fast-growing Greater Bay Area of southern China, Hyatt Regency Hengqin is part of the vibrant Novotown complex, which features an impressive array of attractions including Lionsgate Entertainment World, Natinoal Geographic Explorer and mo...
New 203-Room Embassy Suites by Hilton Jonesboro Red Wolf Convention Center Opens in Arkansas
Embassy Suites by Hilton | January 2, 2020
JONESBORO, Ark. and MCLEAN, Va. - Embassy Suites by Hilton, a global brand of upscale, all-suite hotels from Hilton (NYSE: HLT), announced today the opening of a new hotel located in the Jonesboro area. Owned by Jonesboro Hotel Partners LLC and professionally managed by O’Reilly Hospitality Management LLC, the hotel is perfectly situated to allow guests easy access to businesses, shopping and entertainment. Embassy Suites by Hilton prides itself on offering guests an approachable and stress-free experience at each of its spacious, all-suites hotel properties. The stunning Embassy Suites by Hilton Jonesboro Red Wolf Convention Center is c...
JW Marriott Strengthens Presence on China’s Holiday Island With Opening of JW Marriott Sanya Haitang Bay
JW Marriott Hotels & Resorts | January 2, 2020
JW Marriott, part of Marriott International, Inc., today announced the opening of JW Marriott Sanya Haitang Bay, located on the Haitang Bay, the National Coast of China. The property marks JW Marriott’s second resort on Hainan and eighteenth hotel in Greater China, seamlessly blending in with the lush landscape of Haitang Bay and illustrating the beguiling charm of the entire coast. Adjacent to Yalong Bay National Tourism Resort, Haitang Bay boasts stunning scenery including tropical forests, white sandy beaches and shimmering waters. A 40-minute drive from Sanya Phoenix International Airport, the area is home to numerous tourist attract...
Hospitality Financial Leadership: If You Know How to Do Something
David Lund | January 2, 2020
Lead others on your team to replicate your system but be the one who sets the stage for how you create a diverse, strong and effective team As a leader, it is no surprise to hear someone say that teaching others is one of your core responsibilities. When it comes to delegation it is important to remember there is a big distinction between giving the work you do to someone who you work with and teaching them. Creating a high functioning team is exciting and challenging; it’s also a never-ending project. Your team needs to be continuously cultivated and developed. Do not leave this up to someone else. This is your masterpiece. Lea...
RMS Companies Plans Spring 2020 Opening of The Lloyd Following Renovation and Rebranding
RMS Companies | January 2, 2020
January 2, 2020 – Stamford, CT – On January 1, 2020 Hotel Zero Degrees in Stamford will close to make way for The Lloyd, a new luxury boutique hotel being developed by RMS Companies. The entire building will be renovated and transformed into a 94-room luxury boutique hotel with a warm modern design. The lobby lounge will include a celebrity chef-curated breakfast and will serve cocktails and a bar menu in the evenings. “After ten successful years of operating Hotel Zero Degrees Stamford, we are excited to transform this facility into the finest boutique hotel in the area with luxury accommodations and amenities, as well as first class ...
End on a Positive Note
Roger Wolkoff | January 2, 2020
By Roger Wolkoff Do you have a natural gift to start a conversation? Many of us in the hospitality and customer service world are quite adept at it. Think about this for a moment. How good are you at ending conversations? I'll wager you have a signature opening greeting, but do you have a signature closing? In customer service and hospitality, we devote time to make an excellent first impression. We make eye contact, smile, or lean in if we're next to the person. Then, we move on to the heart of the conversation. Our guest or customer may request service, or they need help to resolve an issue. Perhaps they want a recommendation from us. Fi...
Driftwood Hospitality Management Promotes Carol Davies to Vice President of Sales
Driftwood Hospitality Management | January 2, 2020
North Palm Beach, Fla. – January 2, 2020 – Driftwood Hospitality Management (DHM), a North Palm Beach-based hotel management company that operates 70 hotels throughout the United States and Costa Rica, today announced the promotion of hospitality industry veteran Carol Davies from Regional Director of Sales and Marketing to Vice President of Sales. In her new role, Davies will be responsible for the sales, marketing, e-commerce, and revenue management endeavors for the company’s entire portfolio. “Carol brings extensive hospitality experience to this role and has been instrumental in the sales and marketing efforts at a number of Dri...
New Mobile App From OpenWater Helps Manage Annual Meetings, Conferences and Events With Ease
OpenWater | January 2, 2020
Application and review software platform releases application designed for scientific organizations, professional societies and trade associations OpenWater recently announced the launch of a new mobile app called ProgramBook that is specifically designed for scientific organizations, professional societies and trade associations to organize and manage annual meetings, conferences and events. The mobile app transforms the program of abstracts, sessions and authors into a searchable mobile companion at your next annual meeting. ProgramBook includes features such as informational pages, scheduling and itinerary, important contacts, digita...
Kathleen Legg Appointed Director of Sales for SpringHill Suites Cincinnati Midtown
Commonwealth Hotels, LLC | December 26, 2019
COVINGTON, Ky., Dec. 26, 2019 -- Commonwealth Hotels is pleased to announce the hiring of Kathleen Legg to the position of Director of Sales for SpringHill Suites Cincinnati Midtown. The centrally-located property offers over 120 King and Queen sized studios, each with their own living space and working desk. The hotel is owned by Corporex and managed by Commonwealth Hotels in Covington, KY. Kathleen has an extensive background in the sales industry ranging from retail to hospitality. She has proven to be an elite saleswoman in a variety of roles, including being named the top sales producer for three consecutive years during her time as...
AD1 Global Acquires Residence Inn by Marriott Hartford Avon
AD1 Global | December 26, 2019
AD1 Global, a fast-growing hospitality company located in Florida, recently announced the purchase of the Residence Inn by Marriott Hartford Avon. This additional hotel brings AD1 Global’s growing portfolio to 22 properties and is the first one that the company has acquired in the northeast U.S. “We’re very excited to be branching out and purchasing properties in the northeast,” said AD1 Global President Daniel Berman. “This asset is a great addition to our portfolio and I’m very grateful for the smooth transition we’ve had.” Located on Simsbury Road in Avon, Connecticut, the 100-room hotel is just a short drive from ...
Commonwealth Hotels Appoints Todd Smith General Manager for the Courtyard Cincinnati Airport
Commonwealth Hotels, LLC | December 26, 2019
COVINGTON, Ky., Dec. 26, 2019 -- Commonwealth Hotels is happy to announce the promotion of Todd Smith to the position of General Manager for the Courtyard Cincinnati Airport. Todd joins the Courtyard Cincinnati Airport team after working in the same position at the Aloft Phoenix Airport. Smith's addition to the property-level team is outstanding news for the hotel. Working with the tenured hospitality veteran in the past, there is no doubt the hotel's service will stand out in the community. Todd's knowledge of the industry and ability to lead will result in success for the Courtyard Cincinnati Airport. The hotel offers over 120...
Midas Hospitality Acquires Milwaukee Aloft for $26.5M
Midas Hospitality | December 26, 2019
St. Louis-based Midas Hospitality acquired the 160-room Aloft Milwaukee Downtown for $26.5 million. The hotel development, management and investment firm operates one other hotel in Wisconsin, the Aloft Green Bay. The Aloft Milwaukee Downtown is located along the Milwaukee River. The five-story hotel features more than 5,000 square feet of meeting space, a bar, a fitness center, an indoor pool and a grab-and-go shop. The property marks the third hotel the company has acquired through the Midas Hotel Fund. So far, the fund has deployed $25 million, $10 million for the Aloft Milwaukee Downtown and $15 million for the co-located Residence...
HVS Market Pulse: Boise, Idaho
Eileen Bosworth | December 26, 2019
By Eileen Bosworth Boise, the Gem State’s capital, awarded the title of Americas’ fastest-growing city by Forbes magazine in 2018,[1] has continued to show robust economic growth in 2019. Key developments include a major announcement in Nampa, expansions occurring at Boise Airport, and a steady events/convention calendar for the upcoming year at the Boise Centre. The greater Treasure Valley is poised for further growth, fueled by the development of the announced Amazon fulfillment center coming to Nampa, a Boise suburb. The facility’s 650,000-square-foot warehouse is slated for completion in the fall of 2020 and is expected to ...
Hilton Signs Partnership With Groupe Alliance in Tunis
Hilton | December 26, 2019
Hilton (NYSE:HLT) (https://www.Hilton.com) will once again be welcoming guests to the Tunisian capital city of Tunis from after a landmark deal was signed with the Groupe Alliance. The new management agreement confirms a flagship Hilton Hotels & Resorts Property in the coastal suburb of Gammarth. An extensive renovation of Le Palace hotel will now see the property re-brand as Hilton Tunis Gammarth in 2023. A phased renovation of all guest rooms, suites and public spaces (including F&B outlets) will begin in 2021. Once complete the hotel will boast 296 guest rooms and 25 suites, seven F&B outlets and ample meetings facilities in...
Midas Hospitality Adds Two Oklahoma Hotels to Management Portfolio
Midas Hospitality | December 26, 2019
Midas Hospitality recently added two Oklahoma hotels to its growing management operations. The two Hilton properties are the Hilton Garden Inn Tulsa-Broken Arrow and the Homewood Suites by Hilton Tulsa-South. Both are situated in Broken Arrow, which is the largest suburb of Tulsa. Midas Hospitality also manages an Aloft in Tulsa and the Hampton Inn in Duncan, Okla. The Hilton Garden Inn is a 107-room hotel 13 miles from downtown Tulsa and the airport. The 99-suite Homewood Suites features an outdoor pool and is in close proximity to shopping, restaurants and entertainment. Grayson Davis, who will continue as the general manager for ...
Aimbridge Hospitality Opens Hyatt Regency Grand Reserve Puerto Rico Following Multi-Million-Dollar Transformation
Hyatt Regency Grand Reserve Puerto Rico | December 23, 2019
Set on Puerto Rico’s northeastern shoreline, the new hotel represents Hyatt’s only full-service hotel on the island CHICAGO (December 23, 2019) – Notably situated in Rio Grande, the new Hyatt Regency Grand Reserve Puerto Rico has opened to reveal a sophisticated, oceanfront haven that pulses Caribbean confidence on a secluded 72 acres of tropical lush gardens. Framed against the backdrop of the island’s serene northeast coast and the magnificent El Yunque National Forest, the 579-room property completed a multi-million transformation in August 2019 encompassing a full resort redesign. “Hyatt Regency Grand Reserve Puerto Rico...
