The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
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Spokane Tribe Resort & Casino Partners With Travel Outlook to Elevate Guest Service Experience
Travel Outlook, The Premier Hotel Call Center™ | October 2nd, 2024
Peachtree Hospitality Management Opens Home2 Suites by Hilton Lawrenceville Atlanta Sugarloaf
Home2 Suites by Hilton | November 27, 2019
LAWRENCEVILLE, Ga. - November 27, 2019 - Home2 Suites by Hilton, part of Hilton's (NYSE: HLT) All Suites portfolio, announced today its newest property, Home2 Suites by Hilton Lawrenceville Atlanta Sugarloaf. Designed for travelers who want to maintain their normal routine, the hotel features a range of value, tech-focused and eco-conscious amenities. The four-story, 130-suite hotel is just minutes from Infinite Energy Center, Sugarloaf Mills and TPC Sugarloaf. Home2 Suites by Hilton Lawrenceville Atlanta Sugarloaf complements the significant travel and tourism growth in the greater Atlanta area. “The city of Atlanta and its surrounding a...
When Things Aren’t Going Well, Will You Accept Blame?
Shep Hyken | November 27, 2019
By Shep Hyken In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success. One of our faithful readers, Drew Smith, responded to the article and shared that he was reading a biography about the 34th President of the United States, Dwight Eisenhower, who was known for “pushing praise down and blame up—to himself.” This is an interesting concept. The idea of praising people for the good job they do is powerful....
Auditing the Auditors: A Quality Assurance Program for the 21st Century
Steven Ferry | November 27, 2019
Part III of IV By Steven Ferry, Chairman, International Institute of Modern Butlers In the first two articles in this series, we looked at how independent Quality Assurance programs have fallen into a conventional wisdom and modus operandi that is out of touch with their clients' and their guests' needs and then examined the challenges and relevance of QA in helping their client's assess their performance in a world increasingly guided by the megaphone of social-media reviews. In this third and last article, we look at what an ideal QA program would look like, in the hope that third-party QA companies, and/or internal QA programs are...
Hotel Guests Are Becoming “Data Nodes”
Alan Young | November 26, 2019
By Alan Young Almost daily, employees enthusiastically circle a web address at the bottom of our receipt for us to complete a customer service survey, promising a chance to win a trip for two to some far-away beach, or maybe a shopping spree. Quite frankly, the prompt is so familiar most of us have grown accustomed to tuning it out as soon as the employee begins their spiel, pleasantly smiling as we gather our bags to leave the store. As we navigate a familiar app on our phone, posting to our Instagram account or playing a game, we’re frequently interrupted by a reminder to rate the app, “How do you like using _____ ?”. After we orde...
EPELBOIM Celebrates Groundbreaking of EVEN® Hotel in Atlanta
EPELBOIM | November 26, 2019
ATLANTA, GA (November 26, 2019) – EPELBOIM and IHG® (InterContinental Hotels Group) broke ground last month on a new EVEN® Hotel property in Atlanta. An innovative hotel, created with wellness at its core, will open in early 2021 in the Cobb Galleria area of Atlanta, Georgia. Dignitaries, executives and other key players who are instrumental in the upcoming hotel concept, attended the October 24, 2019 groundbreaking event. The roster of VIPs included: Arik Kono, Regional Vice President of Upscale Development for IHG; Eric Young, president and CEO of Reeves & Young; Jon Kurperus, Project Manager for Claro Development; Lamar Wakefield, ...
Banyan Tree Plans Q2 2020 Opening of Luxury Resort in Krabi, Banyan Tree Krabi
Banyan Tree Hotels & Resorts | November 26, 2019
KRABI, Thailand (Nov. 26, 2019) — Singapore-based Banyan Tree Holdings Ltd, one of Asia’s foremost luxury hotel groups, has announced plans for a new resort in Krabi in the second quarter of 2020. Now under development in a serene location on Tubkaek Beach, a 45-minute scenic drive from Krabi airport, Banyan Tree Krabi fronts powdery white sands and the shallow-shelved coast of the Andaman Sea. In the near distance, a dozen karst limestone towers jut from pristine waters. Nestled directly behind the hotel lie the lush forests of Mu Ko Phi Phi and Khao Ngon Nak national parks. The new Thai resort will offer 72 pool suites and villas,...
Hyatt Signs With UBM Development for Andaz Prague Marking Brand Debut in Czech Republic
Andaz | November 26, 2019
CHICAGO (November 26, 2019) – Hyatt Hotels Corporation (NYSE: H) announced today that a Hyatt affiliate has entered into a management agreement for the first Hyatt property in the Czech Republic. The “Sugar Palace” hotel project, currently being developed by UBM Development AG, will become the new Andaz Prague. Located at Senovážné Square, only a short walk from Prague’s world-famous Old Town, the 175-room hotel is expected to open in 2022. Andaz Prague will be among the first luxury lifestyle hotels in the Czech capital. A juxtaposition of heritage and modernity, and echoing the sights, sounds, scents and tastes of its surround...
Rosewood Hotels & Resorts Partners With Arkaz Investment for Rosewood Doha Opening in 2022
Rosewood Hotels & Resorts | November 26, 2019
HONG KONG, Nov. 26, 2019 -- Rosewood Hotels & Resorts® opens the next chapter of its Middle East expansion with its appointment to manage Rosewood Doha and Rosewood Residences Doha, opening in Lusail City in 2022. Partnering with Arkaz Investment, this latest jewel in the collection's crown will bring Rosewood's signature contemporary ultra-luxury hospitality to the dynamic Middle Eastern powerhouse of Qatar. The design concept of the Rosewood hotel and branded residences is based on underwater forms, specifically the local coral formations. The organic architectural design approach is aimed at respecting the site and its surroundin...
Radisson Signs With Barnes Capital to Introduce Radisson RED to Australia
Radisson Hotel Group | November 26, 2019
Singapore - November 26, 2019 - Radisson Hotel Group is set to introduce its contemporary and creative Radisson RED brand to Australia for the first time, following the signing of Radisson RED West Perth. Scheduled to open in 2022, the hotel will allow guests to keep their fingers on the pulse with a great location, interactive spaces, seamless connectivity and a focus on local art and culture. This upscale hotel will offer 129 rooms, featuring bold designs and unconventional yet functional touches. Guests will be able to relax at the hotel’s buzzing restaurant, cool off in the swimming pool and chill out at the rooftop bar. For busin...
HVS Market Pulse: Interstate 5 Corridor Tourism Destinations in Oregon
Breanna S. Smith | November 26, 2019
By Breanna S. Smith, Lauren Reynolds Salem Salem, the state capital of Oregon, has not historically been known as a tourism destination. However, in recent years, the city’s local economy has diversified to include manufacturing, distribution, and technology. Thus, with the expansion of economic drivers and the increased population, Salem has entered a period of revitalization in order to offer more retail, dining, and entertainment facilities. This has also increased Salem’s attractiveness as a tourism destination. Furthermore, a vision for the rejuvenation of one the premier attractions in the area, Riverfront Park, is fostering high ...
How to Empower Women in the Workplace: Be True to Your Values and Purpose
Catherine Rey | November 26, 2019
From navigating personal change in the workplace with empathy, to working on your leadership skills and owning your mindset, impressive women share their journeys at the Forbes Women's Summit. By Catherine Rey The Forbes Women’s Summit which took place in September in Zurich was a wonderful get-together of some really impressive women. My favorite moment of the summit was the moving speech from Bâloise CEO Angela Matthes. She spoke about her own transition and how change is not something you do for yourself and it is also of high impact for the people around you, people you work with. You may have prepared yourself for many years, ho...
Does Your Hotel Need a Plant-Based Restaurant?
Larry Mogelonsky | November 26, 2019
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) No matter where you stand on the issue of climate change, the one undeniable aspect of this movement is that it is rapidly gaining awareness across the world. With scientists publishing study after study to show just how inhospitable our environment will soon become, this trend is particularly prevalent amongst our youth, and if you don’t understand it then your hotel’s F&B future may be grim. For those among us who will inherent the earth appear to be the ones who are also most inclined to do something about it, with a popular form of activism being the removal of all anima...
Meyer Jabara Hotels Now Operating the First Cambria Hotel in South Boston
Meyer Jabara Hotels | November 26, 2019
Upscale hotel designed for modern business travelers is the first in the market to feature a 4,000-square-foot rooftop bar and lounge that offers breathtaking, unobstructed city views [Danbury, Conn., November 26, 2017]— Meyer Jabara Hotels (MJH) is pleased to announce that the Cambria Hotel Boston, Downtown-South Boston is now open. The 159-room hotel, located at 6 West Broadway, is the first hotel to open in “Southie” and the second hotel to be operated in Boston by MJH; the company also owns and operates a Cambria Hotel in Pittsburgh, Pa.; White Plaines, N.Y.; and a property in Morristown, N.J., is under construction. A ribbon cut...
Pegasus Partners With Shiji Group to Grow Asia-Pacific Market Presence
Pegasus | November 26, 2019
The new Pegasus increases Asia expansion through partnership With Shiji Distribution Solutions (LONDON) November 26, 2019 — Pegasus, a leading provider of hotel distribution and e-commerce solutions, is partnering with Shiji Group, a global technology provider for the hotel, retail, food service and entertainment industries, to expand distribution connectivity into the Asia-Pacific market. As part of the relationship, Shiji Distribution Solutions will serve as a new connectivity partner to Pegasus. Shiji Distribution Solutions will enable connections to the popular booking platform WeChat, as well as third party distribution from the ...
HVS Market Pulse: Madison, Wisconsin
Dana Floberg | November 25, 2019
By Dana Floberg Madison, the state capital and seat of government for the state of Wisconsin, is home to a diverse economy, including education, healthcare, insurance, government, and technology. Although long home to the University of Wisconsin – Madison and American Family Insurance, it was the growth of Epic Systems Corporation and other healthcare technology companies and services that spurred downtown hotel and residential development over the last ten years. Increased demand for highly educated workers led to greater retention in the market of recent college graduates and improvements in quality of living. Government, Commercial, ...
Hotel Brands: Who Owns What?
Jennifer Luo | November 25, 2019
Hilton, The Ritz-Carlton, Marriott, Wyndham, Hyatt, and so many more - discover the names behind the hotel brands. By Jennifer Luo #1. Marriott International Inc. Brands Marriott International - Overview Properties: 6,906 Rooms: 1.32 million Number of Countries: 130 Revenue 2018: $20.8 Billion Four categories of hotel brands make up Marriott's portfolio: Luxury: Bespoke and superb amenities and services Edition, The Ritz-Carlton, JW Marriott, The Luxury Collection, W Hotels Worldwide, St Regis Hotels & Resorts, Bvlgari Hotels & Resorts. Premium: Sophisticated and thoughtful amenities and services. Sh...
Pebblebrook Hotel Trust Completes $33.1 Million Sale of Topaz Hotel
Pebblebrook Hotel Trust | November 25, 2019
BETHESDA, Md - Pebblebrook Hotel Trust (NYSE: PEB) (the “Company”) announced that it closed on the sale of the 99-room Topaz Hotel in Washington, D.C. for $33.1 million to a third party on November 22, 2019. The sale price of $33.1 million reflects a 19.5x EBITDA multiple and a 4.4% net operating income capitalization rate based on the hotel’s operating performance for 2018. Based on the trailing 12-month period ended September 30, 2019, the contracted sales price reflects a 17.9x EBITDA multiple and a 4.9% net operating income capitalization rate. Following the sale of Topaz Hotel, the Company has completed a total of $1.33 bill...
Hard Rock Partners With The United Company to Develop Hard Rock Casino Bristol
Hard Rock® | November 25, 2019
HOLLYWOOD, Fla., Nov. 25, 2019 - Hard Rock International, a global leader in the entertainment and hospitality industry, is pleased to announce a partnership with the Bristol Resort & Casino team to create Hard Rock Casino Bristol. Once final approval is received from the Commonwealth of Virginia and the citizens of Bristol, Virginia, Hard Rock, working with the local ownership group, will operate the proposed resort and casino. "We are excited to collaborate with Hard Rock, a well-respected and legendary entertainment brand with legions of devoted customers across the country and around the world," said Jim McGlothlin, CEO of The Un...
New 103-Key SpringHill Suites by Marriott Opens in Kansas City, Missouri
SpringHill Suites by Marriott | November 25, 2019
Kansas City, MO – November 25, 2019 – Marriott International announced today that the SpringHill Suites by Marriott in Kansas City, Missouri opened on Tuesday, November 19. The 103-suite hotel, located at 4400 North Randolph Road, will operate as a Marriott franchise, owned by KMG Hotels and managed by Park Hospitality, LLC. The SpringHill Suites Kansas City Northeast is located directly across the highway from Worlds and Oceans of Fun and just 15 miles from Kansas City International Airport. The hotel offers guests convenient access to the Sprint Center, the Kansas City Power & Light District, Kansas City Country Club Plaza, Arrow...
The Collins College Undergraduate Student Team Takes 2nd Overall in STR Student Market Study Competition in NYC
at Cal Poly Pomona | November 25, 2019
POMONA, CA – A team of undergraduate students from The Collins College of Hospitality Management (CCHM) took 2nd place in the 2019 Smith Travel Research (STR) Student Market Competition from a field of 25 teams. The event took place during the HX: Hotel Experience (Trade) Show in New York City. For the competition, the team of Hospitality Management students Emily Fedorchek ’22, Heather Kingsbury ’20, Devon Lilley ’21, Sean Mayor ’22, Marissa Robledo ’22, and Natalie Thé ’20 spent months researching and analyzing the Seattle hotel market before presenting their insights on the future trends to the event’s judges. The st...
Shangri-La Group and Shanghai Airport Authority Sign Co-Operation Agreement For Shanghai Airport Shangri-La Hotel Project
Shangri-La Group | November 25, 2019
Hong Kong, November 25, 2019 – Today, Shanghai Airport Authority and Shangri-La Group announced the official signing of a co-operation agreement for the Shanghai Hongqiao Airport Shangri-La hotel project. Leveraging on the developmental plans of the Hongqiao Business District and Shanghai Hongqiao integrated transportation hub, the new Shangri-La hotel will be an ideal venue for meetings, incentives conferences and events, plus offer the perfect catering space for social functions to locals and travelers alike. Construction is expected to commence in 2020. The hotel is targeted to be completed and operational in 2023. Located in the nort...
The Shore Club Turks and Caicos Appoints Paul Telford as General Manager
The Shore Club Turks and Caicos | November 25, 2019
(New York, November 2019) - The Shore Club Turks and Caicos, Travel + Leisure magazine’s #1 Resort in the Caribbean in 2019, is proud to announce the appointment of Paul Telford as the new General Manager. A Bermudian native, Telford brings a wealth of knowledge and expertise to the 106-room luxury resort, where he will oversee all functions of the property. Telford’s easy going and energetic spiritperfectly complements the resort’s playful and vibrant atmosphere. Telford’s extensive hospitalitycareer encompasses a management progression starting in food and beverage at the age of 18 where he worked as a bus boy at the Elbo...
Marshall Hotels & Resorts Assumes Management of Best Western Plus University Inn & Conference Center in Clemson, S.C.
Marshall Hotels & Resorts, Inc. | November 25, 2019
CLEMSON, S.C., Nov. 25, 2019—Marshall Hotels & Resorts, a leading hotel management and services company that operates properties nationwide, today announced that it has taken over management of the 148-room Best Western Plus University Inn & Conference Center in Clemson, S.C. The hotel recently was purchased by Medalist Diversified REIT, a real estate investment trust specializing in value-add commercial real estate. To celebrate the occasion, Marshall hosted a grand re-opening event where the hotel’s new dining concept, Tiger Blvd. Bistro, was unveiled. “The Best Western Plus University Inn & Conference Center, with its ...
Hospitality Financial Leadership: Getting Close to the Engine Room
David Lund | November 25, 2019
By David Lund In my career I have worked with a lot of interesting characters. To say the least, they were all quite colorful, usually fanning the flames of the hotel’s drama and adding their own seasoning. One boss I had was particularly interested in teaching lessons. He made everything into a lesson. What did you learn? How did I screw up? There was always a warm underbelly to be examined. One day we had just wrapped up our weekly executive committee meeting (sounds formal and important, but not really – kinda boring usually) and my boss asked me to stay behind as he had something for me to “listen to.” That got my attention....
