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 Key to More Productive Staff? Technology That Was Built for Them in Mind
Karen O'Neill | September 3, 2019
By Karen O'Neill, President-Americas at Knowcross In the world of hospitality, hoteliers are faced with the dual responsibility of providing for their guests while also ensuring their staff has all the tools required to deliver an exceptional guest stay. As the need for innovation continues to evolve in order to enhance guest experience, the staff experience should also find itself on a similar, transformative path. To successfully adapt to the constantly evolving hotel landscape and meet guest demands, hoteliers must leverage effective service quality and optimization technology. However, while vetting prospective platforms, it’s imp...
Russell Chen Appointed as Vice President Sales – APAC
GuestTek | September 3, 2019
Calgary, Alberta – September 3, 2019 – GuestTek Interactive Entertainment Ltd., the global leader in providing innovative and interactive technology solutions for the hospitality industry, is pleased to announce that Russell Chen has been appointed their new Vice President of Sales for the Asia Pacific region. Based in Taipei, Taiwan, Russell boasts over 20 years of experience in the hospitality industry and has a strong proven sales record in the Great China Region. He holds a bachelor’s degree in Law and EMBA in Information Management with the National Taiwan University (NTU) as his alma mater. Russell possesses extensive knowle...
Kokua Hospitality Appoints Jose Ortega as General Manager at Dr. Wilkinson’s Hot Springs Resort
Kokua Hospitality, LLC | August 29, 2019
(SAN FRANCISCO; August 29, 2019) – Kokua Hospitality, LLC, an independent hotel management company based in San Francisco, announces the appointment of Jose Ortega as General Manager at Dr. Wilkinson’s Hot Springs Resort (1507 Lincoln Avenue, Calistoga). Located in the heart of downtown Calistoga, this California oasis is strolling distance from all the art, wine, and culture the town has to offer. Situated in the picturesque Napa Valley, Dr. Wilkinson’s Hot Springs Resort is bordered by vineyards, mountains, and natural icons like the Petrified Forest, Safari West, and Calistoga's own "Old Faithful" geyser. After a morning spent in ...
The Ritz-Carlton, St. Thomas Welcomes Executive Chef and Director of Food & Beverage
The Ritz-Carlton Hotel Company, LLC | August 29, 2019
St. Thomas, U.S. Virgin Islands – The Ritz-Carlton, St. Thomas is pleased to announce the appointments of Jose Sanchez as Executive Chef and Carlos Gutierrez as Director of Food and Beverage. In his role, Sanchez will oversee the resort’s four distinct dining outlets, including new Sicilian restaurant Alloro, and Gutierrez will lead all food and beverage operations, including restaurants, bars, catering and banquet operations. Both of these appointments come at a pivotal time for the luxury property, as it is due to reopen its doors this December 2019. "I'm extremely excited to join the team at The Ritz-Carlton, St. Thomas, especially...
Andre Sattler Appointed Executive Chef at The Ben West Palm
The Ben West Palm | August 29, 2019
West Palm Beach, AUGUST 2019 - Chef Andre Sattler brings his international experience, ranging from Germany to the Middle East to Miami, to lead the F&B program at West Palm Beach’s soon to be “it” spot, The Ben West Palm. He has been tapped to guide the hotel’s culinary team and restaurant direction as Executive Chef. With the new-build hotel now less than six months from completion, Sattler will be an integral part in steering the direction of the ground floor restaurant Proper Grit and rooftop lounge Spruzzo, both set to open alongside the hotel in January 2020. Sattler is no stranger to high-profile establish...
Hotel Loyalty Programs Are Broken – Here’s How to Fix Them
Joel Montaniel | August 29, 2019
By Joel Montaniel As travel increases, so does competition amongst hospitality operators. With spend on lodging exceeding $200 billion in 2018 alone, hotels have a unique opportunity to build their guest base and capture an even greater share of the market. However, to do that, they need to be memorable. And with over a third of hotel guests believing that hotel loyalty programs are rarely relevant to them, there’s a clear opportunity to improve how hotels interact with guests, both during and after their stay. One way companies across different sectors have built a strong customer base is through programs that reward regulars and i...
Banyan Investment Group Acquires 89-Room Fairfield Inn & Suites by Marriott Peoria East in Illinois
Investment Group | August 29, 2019
PEORIA, Ill., August 29, 2019--Banyan Investment Group, an Inc. 5000 recognized hotel investment and management company that acquires and manages select-service hotels in the United States, today announced that it acquired the 89-room Fairfield Inn & Suites by Marriott Peoria East. The company also will operate the hotel, its eighth acquisition from its recently launched BIG Hotels LP I, LLC fund. “Due to our strong and longstanding industry relations, we were able to source this deal off-market at an attractive price at better than replacement costs,” said Rakesh Chauhan, president and CEO, Banyan Investment Group. “Equally ...
Radisson Hotel Group Begins Roll-Out of Its New Global Responsible Business Training Program
Radisson Hotel Group | August 29, 2019
Radisson Hotel Group is proud to announce the introduction of its new global Responsible Business training program, Living and Leading Responsible Business. Set to be rolled out worldwide over the next 16 months, the new program will cement Radisson Hotel Group’s position as a Responsible Business leader and will give team members the tools they need to drive standards and best practices. Taking responsibility for the environment and local community has long been important to Radisson Hotel Group, one of the world’s largest and most dynamic hotel groups. It has been a vital part of the group’s broader commitment to sustainable develo...
Jonas Chorum Continues Growth With Hiring of Ted Warring & Promotion of Jake Lewis
Jonas Chorum | August 29, 2019
Jonas Chorum, a suite of streamlined, intuitive and flexible property management solutions, is pleased to announce their continued growth as a company with the hiring of Ted Warring as vice president of technology and chief scientist, along with the promotion of Jake Lewis to vice president of products and services. With over thirty years of experience developing software and architecting innovative solutions, Ted brings a wealth of knowledge to Jonas Chorum. As the vice president of technology and chief scientist, Ted will oversee Jonas Chorum’s technology roadmap, the quality of systems and software, and preside over a team of developm...
The WiFi-Free Hotel Restaurant
Larry Mogelonsky | August 29, 2019
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) This is not about ‘free WiFi’ but by placing the first word last it turns the concept on its head. The proposed idea here may seem a bit counterintuitive because a primary responsibility of modern hotels is to provide for our guests, with internet access being a clear necessity like heating and running water. However, those damn devices occupy so much of our time these days that they can affect covers and turns at a restaurant, particularly one that’s quite busy and looking for opportunities to maximize revenues without initiating a large-scale expansion. Having free and av...
U.S. GOPPAR Gains in July Illustrate Resiliency of Market
HotStats | August 29, 2019
Three Takeaways 1) The U.S. is bucking global profit trends with yet another month of strong GOPPAR gains. 2) Hotel operators are doing a great job of flow through as costs, particularly on the labor side, continue to mount on a month-to-month basis. 3) The worrying macroeconomic climate could have a blunting impact on profits, so hoteliers will have to show extra bottom-line vigilance as the year moves forward. Hotels in the U.S. achieved their sixth month of year-over-year profit growth for 2019, underpinned by a strong increase in revenue across the board, according to the latest data from HotStats. GOPPAR in July rose 2...
Aimbridge Hospitality and Interstate Hotels & Resorts to Merge
Aimbridge Hospitality | August 29, 2019
DALLAS, TX and ARLINGTON, VA – August 29, 2019 – Aimbridge Hospitality (“Aimbridge”), North America’s largest independent hotel management firm, and Interstate Hotels & Resorts (“Interstate”), a leading independent multinational hotel operator, announced today that they have entered into a definitive agreement to merge, creating a global leader in third-party hotel management services. The combined company will manage a portfolio of more than 1,400 branded and independent properties in 49 states and 20 countries. Terms of the transaction were not disclosed. Together, it is expected that Aimbridge and Interstate will have ...
U.S. Hotel Performance Decelerates Through 2020, But 2021 Improves
CBRE | August 28, 2019
Atlanta – August 28, 2019 – Shifts in the depth and timing of an expected slowdown in the nation’s economy have impacted CBRE Hotels Research’s outlook for the U.S. lodging industry over the next few years. According to the September 2019 edition of Hotel Horizons®, CBRE’s forecasts for RevPAR changes in 2019 and 2020 have been adjusted slightly downward, but the outlook for 2021 has improved. “Changes in various components of the U.S. economy and their relationship to U.S. hotel demand fluctuations are well understood. This is what drives the econometric model that informs our forecasts for U.S. lodging market performance...
Four Seasons Resort Whistler Unveils Renovation
August 28, 2019
WHISTLER, British Columbia -- August 28, 2019 -- Nestled at the base of Whistler Blackcomb ski resort, framed by evergreen forests, Four Seasons Resort Whistler presents a newly-updated take on the classic mountain lodge. Inspired by this remarkable setting, the modern renovations embrace the spirit of discovery ever-present at Four Seasons Whistler. Backing each design choice is the dedication to creating a truly one-of-a-kind experience, one that exceeds all expectations. Each new feature and offering is a fresh opportunity to disconnect from the everyday and reconnect with the extraordinary–along the way, creating a mountain of memor...
Choice and Koucar Management Break Ground on Cambria Hotel in Portland, Maine
Cambria® Hotels | August 28, 2019
ROCKVILLE, Md. -- August 28, 2019 -- Choice Hotels International, Inc. (NYSE: CHH) and Koucar Management celebrate the official start of construction on the state's first Cambria hotel in Portland, Maine. Slated to open in 2021, the new-construction, six-story, 102-room hotel broke ground yesterday during a strong year for the upscale Cambria brand in which six hotels have already opened their doors, with up to seven more hotels representing over 1,100 rooms expected to open in top-tier markets across the country before the year's end. The milestone was marked in an event attended by state and local dignitaries as well as prominent...
Wyndham Hotels & Resorts Enters Denmark in Collaboration With Danish Chain Comwell Hotels
Comwell Hotels | August 28, 2019
Copenhagen -- August 28, 2019 -- Wyndham Hotels & Resorts – the world’s largest hotel franchising company with approximately 9,200 hotels in more than 80 countries – and Comwell Hotels – an award-winning hotel chain in Denmark – today announced the signing of an exclusive agreement to open multiple hotels under the Dolce Hotels and Resorts by Wyndham brand in Denmark. The collaboration, which marks Wyndham’s first entry in the country, will initially include two openings in Copenhagen and Aarhus. One of Wyndham Hotels & Resorts’ 20 iconic hotel brands, Dolce by Wyndham is designed to inspire and delight guests by tur...
JO&JOE Moves in With IKEA at Vienna West Station
JO&JOE | August 28, 2019
August 28, 2019 -- Preparations for the development of the new City IKEA at Westbahnhof station are progressing rapidly. Construction work on the seven-story building will commence in January 2020, and is scheduled for completion in 2021. The new hospitality offering is a perfect match for the innovative IKEA concept: the two upper floors of the building will contain an Open House by JO&JOE. Offering 345 beds, the JO&JOE location in Vienna will feature a fully integrated restaurant and bar on the rooftop as well as distinct JO&JOE event programming. After openings in Paris and Hossegor and with seven signed projects, this is...
The Top 5 Things You Need to Know Now in Hotel Digital Marketing: August Edition
NextGuest Digital | August 28, 2019
By Margaret Mastrogiacomo, EVP Strategy The world of hospitality digital marketing is always changing, and the only way to win is by staying ahead of the pack. This month, the latest digital innovations include updates to Google My Business hotel listings, new upgrades to Instagram story formats, and textured design. From SEO to design, find out the top five things you need to know now in hotel digital marketing, and make sure your hotel is ready to reach tomorrow’s customers. 1. SEO: Hoteliers can now customize services and amenities in Google My Business listings. Hoteliers now have the ability to customize the services and amenitie...
Sentry Insurance to Build On-Course, Boutique Hotel at SentryWorld in Stevens Point, Wisconsin
Sentry | August 28, 2019
STEVENS POINT, Wis. -- August 28, 2019 -- In the wake of hosting a successful USGA championship, Sentry today announced plans to build a boutique hotel at SentryWorld, its premier destination golf course located across the street from the mutual insurer’s Stevens Point headquarters. The charming, upscale hotel will serve the company’s business clientele, golfers and visitors to the community. It’s scheduled to open in the spring of 2021. The hotel will be built just off the championship golf course’s 18th fairway, providing beautiful views of the course and its peaceful parkland setting. The hotel will feature spacious suites and in...
The St. Joe Company and Key International Commence Construction of 255-Room Embassy Suites Hotel in the Pier Park Area of Panama City Beach, Florida
The St. Joe Company | August 28, 2019
WATERSOUND, Fla -- August 28, 2019 --The St. Joe Company (NYSE: JOE) (“St. Joe”) and Key International, Inc. (“Key International”) today announce the commencement of construction of a 255-room Embassy Suites hotel in the Pier Park area of Panama City Beach, Florida. The hotel is currently under construction adjacent to the Pier Park lifestyle center at Front Beach Road. St. Joe and Key International, a Miami-based real estate investment and development company, intend to construct the hotel on land currently owned by St. Joe with unobstructed views of the Gulf of Mexico. Once complete, St. Joe will manage the day-to-day operations ...
Teneo Hospitality Group Adds 50 Luxury European Hotels in 20 Major Destinations to Its Portfolio
Teneo Hospitality Group | August 28, 2019
Eden Prairie (Minneapolis), MN, August 2019 … In a sweeping expansion into 20 European destinations, Teneo Hospitality Group, the premier Global Group Sales Organization, has added 50 luxury hotels and resorts to its international portfolio. The new additions include independent properties, small luxury brands, and premium brands under the Radisson and Accor flags, including Radisson Blu, Radisson Blu Edwardian and Pullman Hotels, as well as the recently announced The Dedica Anthology collection. Though Teneo’s core business remains predominantly U.S. based, the new hotels, located in major European cities from Copenhagen to Budapest, ...
Hotel BI: Applying Data Analytics to Real-Life Situations / Len Wasserman
Len Wasserman | August 28, 2019
By Len Wasserman, Vice President, Customer Success at the Rainmaker Group – a Cendyn Company When it comes to analyzing your data, relying on manual methods – i.e. using Excel spreadsheets or Google Sheets – takes too much time and is often inaccurate, fraught with human error. Hotel owners looking to accurately and efficiently improve business performance should consider implementing an automated business intelligence (BI) solution.1 BI reporting and analytics quickly integrate data from your property management system (PMS), central reservations system (CRS), revenue management system (RMS), sales and catering systems, as well a...
The Whitley, a Luxury Collection Hotel®, Appoints Shah Adil as Managing Director
The Whitley | August 28, 2019
ATLANTA, GA (Aug. 28, 2019) -- The Whitley, a Luxury Collection Hotel® in the coveted Atlanta neighborhood of Buckhead, is proud to announce the appointment of Shah Adil as Managing Director. In this role, Shah will channel twenty-five years of hospitality experience to oversee daily operations at the 507-room property and maintain the superb employee and customer service standards. “We are very excited that Shah will be joining The Whitley team. His extensive experience in the hospitality industry and his passion for upholding brand standards all while leading a strong and cohesive team, make him a wonderful asset to The Whitley,” s...
Conrad New York Downtown Appoints Juan Gonzalez Izquierdo as Hotel Manager
Conrad New York Downtown | August 28, 2019
New York (August 28, 2019) – Conrad New York Downtown has announced the appointment of Juan Gonzalez Izquierdo as the new hotel manager for the property. In his position, Gonzalez Izquierdo leads hotel operations, focusing on enhancing the 463 all-suite property’s luxury standards of hospitality, and further elevating the international guest experience. “Juan’s expertise in managing many aspects of hotel operations at opulent properties all around the globe, coupled with his dedication and passion, brings an exciting new perspective to our team,” says Marlene Poynder, general manager of Conrad New York Downtown. “Our commi...
