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The Survey Shouldn’t Be the Last Thing the Customer Remembers About You
Shep Hyken | October 25, 2019
By Shep Hyken I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Two areas were covered: timing (when the survey was sent) and length (how long it takes customers to complete). Without rehashing the entire article, timing is important. Don’t wait two weeks to send the survey. And don’t make it too long. Think about what you’re asking the customer to do when you send them a survey. ...
The Hotel Experience Gets High-Tech
October 25, 2019
Hotels have long promised guests they won’t have to lift a finger. Now some are reaching to technology for those light-touch – and even no touch – experiences to keep guests coming back. All over the world hotels have been racing towards clever devices, robots and voice assistants. For example, the 290-room FlyZoo Hotel in Hangzhou, China, this year launched facial recognition entry to lifts and rooms. “Hotels are now thinking about technology that can provide connectivity and convenience for their guests as much as they are design and interior styling,” says Huw Montgomery, project manager in hospitality at JLL. “The ability f...
NYC’s The Mark Appoints Manuel Martinez as New General Manager
The Mark Hotel | October 24, 2019
New York, NY -- Oct. 24, 2019 -- The Mark is pleased to announce the appointment of Manuel Martinez as General Manager. With over 20 years of experience in international luxury hospitality, Mr. Martinez has held leadership positions at some of the most prestigious hotels in the world. He began his career at The Palace Hotel in Madrid, Spain, later moving to The Essex House and Ritz-Carlton Central Park South hotels in New York City and Hotel Maria Cristina in San Sebastián, Spain. His extensive experience includes roles as Hotel Manager at The St. Regis New York and General Manager at The St. Regis Washington D.C. Most recently, he was G...
Highgate Opens The Candler Hotel, Curio Collection by Hilton in Downtown Atlanta
CURIO COLLECTION BY HILTON | October 24, 2019
ATLANTA and MCLEAN, Va. -- October 24, 2019 -- A new chapter begins for a beloved, iconic landmark with the debut of The Candler Hotel, Curio Collection by Hilton — one of the most highly anticipated hotel openings in Atlanta this year. The first Curio Collection by Hilton property to open in the city, the majestic property opens its doors today at 127 Peachtree Street NE in Downtown Atlanta. “Centrally located in one of the most innovative and diverse cities in the U.S.,The Candler Hotel is an exciting addition to our collection of one-of-a-kind hotels,” said Jenna Hackett, global head, Curio Collection by Hilton. “As we conti...
HVS Market Pulse: Colorado Springs, Colorado
Katy Black | October 24, 2019
By Katy Black There are 15 full-service hotels in Colorado Springs representing nearly 3,900 of the 10,550 total hotel rooms in this market. Interestingly, there are three full-service hotels that are branded under the Wyndham Hotels & Resorts parent company. The Mining Exchange Hotel opened in 2012 as a Wyndham Grand, The Antlers Hotel affiliated with Wyndham in 2016 after de-flagging from a Hilton, and the Cheyenne Mountain Resort joined Wyndham under the Dolce Hotels & Resorts affiliation in September 2017. Combined, these three hotels have over 700 rooms, which is only about 70 rooms shy of The Broadmoor. Hyatt, Hilton, Marriot...
Reuben Brothers Acquire Historic Property in Rome to Be Developed and Operated by Corinthia Hotels
THE REUBEN BROTHERS | October 24, 2019
Oct. 24, 2019 -- The Reuben Brothers have acquired a historic property in the centre of Rome and entered into contractual arrangements with Corinthia Hotels, the five-star hotel portfolio, to develop, lease and operate it as an ultra-luxury hotel. The property is the former seat of the Central Bank of Italy on Parliament Square. Plans are in hand for the conversion of the 7,500m2 property into a luxury destination, featuring, in addition to guest suites and bedrooms, restaurants and bars wrapping around a central garden as well as a spa and rooftop amenities. Jamie Reuben, a principal at Reuben Brothers, said: “This acquisition and dev...
U.S. Virgin Islands Hotel Expansion Gets a Boost With New Hotel Development Law
October 24, 2019
CHARLOTTE AMALIE, U.S. Virgin Islands -- Oct. 24, 2019 -- The U.S. Virgin Islands took another in a series of strategic moves to encourage economic development under the leadership of Governor Albert Bryan, Jr. The expanded Hotel Development Bill, No 33-0104, signed into law on Oct. 7 allows hotel developers to channel a percentage of room revenue to finance renovating existing properties and building new hotels. Administered through the U.S. Virgin Islands Economic Development Authority (USVIEDA), the bill was created to encourage and promote economic growth in the Territory and incentivize construction of new hotels and resorts incl...
3 Ways Your Hotel May Be Losing Money From Online Reviews (And What to Do About It) / Brad Plothow
Brad Plothow | October 24, 2019
By Brad Plothow October 24, 2019 -- It’s no secret that the internet has completely changed how people find and book hotels. These days, half of all lodging is booked online, online travel agencies’ market share now exceeds that of direct bookings, and 96% of TripAdvisor travelers report that online reviews are a critical factor in where they decide to stay. Hotels and motels are inherently local companies, but in today’s digital economy, even physical businesses need a healthy online presence to get found and chosen by customers. So, that got us thinking, how do online reviews impact revenue at American lodging businesses? Not ju...
RAR Hospitality Hires New General Managers for Carlsbad by the Sea, Quality Inn & Suites at Garden of the Gods and The Keating Properties
RAR Hospitality | October 24, 2019
San Diego -- October 24, 2019 -- RAR Hospitality, a San Diego-based hotel management firm, is proud to announce one company promotion and two new hires to the hotel group’s operations team. Mark Ansteth has been promoted to General Manager of The Keating Hotel, Niveesha Hill has been newly assigned as the General Manager of Carlsbad by the Sea Resort and Stephen Hopkins has accepted the new role as General Manager for Quality Inn & Suites at Garden of the Gods. “Our fast-paced yet prosperous growth relies on our employees, and to see new eager and experienced faces joining the RAR team motivates the company to reach new heights,” s...
BD Hotels Appoints Two Hospitality Veterans to Lead The Pod Hotels and Its Flagship Property
The Pod Hotels | October 24, 2019
New York, NY (October 24, 2019) - BD Hotels announces the appointment of Colleen Heslin in the newly-created role of Vice President of Revenue Management for The Pod Hotels, and Elan Bielski as General Manager of Pod Times Square. The Pod Hotels currently has six properties in the portfolio, including Pod 39, Pod 51, Pod Brooklyn, Pod Times Square and Pod D.C., as well as the just-opened Pod Philly. The brand addresses the rapidly increasing demand for affordable lifestyle hotels targeted at progressively-minded travelers who seek affordable accommodations with smart design, intuitive technology and vibrant communal spaces. Pod Hotels has an...
Kimpton Hotel Monaco Baltimore Inner Harbor Names Mikhail Shamkin as General Manager
Kimpton Hotel Monaco Baltimore Inner Harbor | October 24, 2019
BALTIMORE (October 24, 2019) – Kimpton Hotel Monaco Baltimore Inner Harbor, an award-winning 202-room luxury boutique hotel in the heart of downtown Baltimore, announced today the appointment of Mikhail Shamkin to general manager and the promotion of Lindsey Meagher to director of sales and marketing. The hotel, which opened in 2009 as the first luxury boutique hotel in Baltimore, is introducing the new senior leadership team as it celebrates its 10th anniversary. Shamkin brings 30 years of resort and hospitality experience with a deep understanding of the industry to his new role as general manager, where he will be responsible ...
Survey Indicates Two of Five Cybersecurity Professionals Say Their Company Is Under-Prepared to Handle a Data Breach
Avertium | October 24, 2019
Phoenix, Ariz. (Oct. 24, 2019) – According to the 2019 Cybersecurity and Threat Preparedness Survey, 39 percent of respondents indicate their company is under-prepared to handle a data breach and 66 percent prefer negotiating with a used car salesperson over dealing with a breach. Commissioned by Avertium, a leading provider of managed security and security consulting services, the online survey included responses from 223 cybersecurity and IT executives in the U.S. Key findings highlight attitudes toward new technologies, threat preparedness and investment strategies for 2020. The Avertium Cybersecurity and Threat Preparedness...
HSMAI Announces Recipient of Sales Lifetime Achievement Award and Sales Professionals of the Year
HSMAI | October 24, 2019
The Hospitality Sales & Marketing Association (HSMAI) is pleased to announce the recipients of three prestigious sales awards. HSMAI will honor Cindy Novotny with its Lifetime Achievement Award in Sales. In addition, Kristi Griffith and Valerie Rios will be recognized as the HSMAI 2019 Sales Professionals of the Year. These honorees will be celebrated at the first-ever HSMAI Sales Leader Forum Awards Dinner on Tuesday, November 5, 2019, at the Westin Stonebriar Hotel & Golf Club in Frisco, Texas. “HSMAI is proud to honor Cindy, Kristi, and Valerie for their outstanding sales performance and the significant impact they have had ...
Beonprice Academy Prepares Future Revenue Management Superstars
Beonprice | October 24, 2019
Launch of online learning platform, Beonprice Academy, provides revenue training to hotel professionals Beonprice tackles skills gap in hotel revenue management in its latest development Revenue management at the forefront of marketing and pricing strategies ttg 24 October 2019: Identifying a skills-gap in the hotel sector, Spanish-based Revenue Management System (RMS) provider Beonprice (www.beonprice.com) has unveiled the Beonprice Academy. The new online learning platform provides hotel professionals with vital training in Revenue Management, an area key to a hotel’s profitability. The Basic certification is suited ...
IDeaS Releases Hotel Revenue Management Ultimate Buyer’s Guide
IDeaS | October 24, 2019
Step-by-step buyer’s guide empowers hotel business leaders to make informed technology investments today for a more profitable tomorrow Tweet This: @IDeaS_RevOpt premiered its Hotel Revenue Management Ultimate Buyer’s Guide. The guide provides key industry and business considerations to help hoteliers and revenue leaders make informed, smarter and, ultimately, more profitable decisions. https://go.rev.ideas.com/hotel-rm-buyers-guide-social MINNEAPOLIS—Oct. 24, 2019—IDeaS Revenue Solutions, the world’s leading provider of revenue management software and services, announced the release of its Hotel Revenue Management Ultimate Bu...
Radisson Providence Airport Hotel Will Be Auctioned on RealINSIGHT Marketplace This November
RealINSIGHT Marketplace | October 24, 2019
This November, Radisson Providence Airport Hotel, a newly renovated, full service, airport hotel optimally located in Warwick, Rhode Island, will be auctioned through the online commercial real estate platform, RealINSIGHT Marketplace. The offering, presented by Berkadia and RealINSIGHT Marketplace, represents a compelling opportunity to acquire a value-add opportunity with built-in operational efficiency upside. The Radisson Providence Airport Hotel recently completed a comprehensive $2.5 million renovation and now offers the newest rooms product in its competitive set, requiring minimal change of ownership PIP expenses for a new owner...
Construction Underway on Ambiente, North America’s First Landscape Hotel
Ambiente, a Landscape Hotel | October 23, 2019
SEDONA, Ariz. (Oct. 23, 2019) – North America’s first “landscape hotel” is now underway with sitework and construction amidst the red rocks of Sedona, Ariz., offering a new way for travelers to embrace sustainable tourism in one of the rarest and beautiful places in America. Ambiente, A Landscape Hotel, will begin to take shape following the official site dedication yesterday by developer Two Sister Bosses and the City of Sedona. The highly anticipated hotel features 40 cube-shaped, luxury guest Atriums elevated above the ground by steel piers and encased in bronze glass to give the appearance that the structures are floating. Ambi...
The Leading Hotels of the World Appoints Shannon Knapp to President and Chief Executive Officer
The Leading Hotels of the World, Ltd. (Leading Hotels) | October 23, 2019
NEW YORK, Oct. 23, 2019 -- The Leading Hotels of the World, Ltd (LHW) announced today that the Executive Committee, comprised of seven LHW hoteliers, has appointed Shannon Knapp as the next President & Chief Executive Officer, effective immediately. Knapp, who assumed leadership responsibilities of the company in April as interim CEO, previously served as LHW's Senior Vice President and Chief Marketing Officer for more than five years. "Shannon is a strong, effective and values-driven leader who has been a driving force of strategy and innovation at the company since she joined in 2013," said Andrea Kracht, Chairman, Executive Co...
Hospitality: The Happy Industry
Hani Roustom | October 23, 2019
By Hani Roustom Hospitality noun, plural hos·pi·tal·i·ties. 1. the friendly reception and treatment of guests or strangers. 2. the quality or disposition of receiving and treating guests and strangers in a warm, friendly, generous way. Often we have heard and read how hard it is to work within the hospitality industry, a service industry that includes restaurants, hotels, resorts, travel & tourism, amongst others. Many articles and discussions have taken aim at the varied challenges of the business including long hours, low pay, harsh conditions, rigid schedules, and poor work life balance. These are ...
Distinguishing Between an Influencer and a Guest Looking for a Free Weekend Stay
Larry Mogelonsky | October 23, 2019
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) On one of the properties for which I help in an asset management role, I’ve recently had to assume more of the public relations responsibilities. As the entire senior team is constantly overloaded and with no budget for top-tier public relations firm, we needed a way to quickly sort through media requests. Even for a small resort such as the one in question, the hotel is nevertheless bombarded week-over-week with requests from reporters for traditional or digital magazines as well as social influencers. All of whom want freebies – comped rooms with an F&B component and somet...
RMS Announces New Guest Loyalty Module for 2020
RMS - The Hospitality Cloud | October 23, 2019
[San Diego, CA - October 23, 2019] - RMS - The Hospitality Cloud, a leading provider of all-in-one, cloud-based hospitality solutions, has introduced Guest Rewards, a brand-new module that allows hotels to reward guests for staying with them. This new module enables hotels using RMS to create their own bespoke rewards programs and encourage loyalty to their brand by allocating points for guest stays and activities. “Our clients have been asking for loyalty program functionality and we’re excited to add yet another feature to our property management system that drives bookings and revenue and improves the guest experience,” stated ...
Teneo Hospitality Group Adds Four Nobu Hotels to Management Portfolio
Nobu Hotels | October 23, 2019
Eden Prairie (Minneapolis), MN, October 2019 …Teneo Hospitality Group, the premier Global Group Sales Organization, welcomes premier hotel brand Nobu Hotels and four of its properties to the company’s US and Mexico portfolios with the addition of Nobu Chicago, Nobu Hotel Caesars Palace Las Vegas, Nobu Miami and Nobu Los Cabos. Founded by celebrity chef Nobu Matsuhisa, Robert De Niro and Meir Teper, the rapidly expanding luxury brand operates 10 five-star hotels in the US, Europe, Mexico and the Philippines and 41 signature restaurants on five continents. Eight new hotels are slated to open in Europe, the US, Middle East, Canada and S...
Three Olympia Hotel Management Properties Lauded in Condé Nast Traveler Reader’s Choice Awards 2019
Olympia Hotel Management | October 23, 2019
Portland, Maine. October 23, 2019. Three properties in Olympia Hotel Management’s portfolio have been singled out in Condé Nast Traveler Reader’s Choice Awards 2019. Inn by the Sea in Cape Elizabeth, Maine has secured the prestigious number two spot among the Top 25 Resorts in New England while The Glen House, the award-winning 68-room boutique hotel that opened one year ago at the base of Mt. Washington, was also honored as one of the Top Hotels in New England. The Alfond Inn at Rollins in Winter Park, Florida was named one of the Top 5 Hotels in Florida. “It was a true honor to be in the number two spot amongst the 25 finest prope...
InnSpire Leverages Zyxel’s Nebula Cloud Network Solution to Deliver Robust, Seamless Wi-Fi and IPTV Solution to California’s Tachi Palace
InnSpire | October 23, 2019
Luxury gaming property deploys scalable, cloud-managed wireless network to address connectivity complaints, add IPTV and build a future-proof foundation for guestroom automation LEEMORE, Calif. – October 23, 2019 – InnSpire, an award-winning provider of guest engagement, digital entertainment and business intelligence solutions for the global hospitality industry, has successfully implemented a highly customized cloud-based Wi-Fi network infrastructure, along with its IPTV guestroom solution at the Tachi Palace Hotel & Casino in Lemoore, California. Leveraging the Zyxel Nebula Cloud Network Management system, InnSpire completed a c...
