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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

Hawkeye Hotels Acquires Hampton Inn & Suites in Cranberry Township North of Pittsburgh

Hawkeye Hotels | August 26, 2019

Hawkeye Hotels, recently announced that it has closed on the acquisition of the Hampton Inn & Suites by Hilton in Cranberry Township, 20 miles north of Pittsburgh. With this acquisition, Iowa-based Hawkeye Hotels is expanding its footprint in the Northeast. The company is positioned to develop additional hotels in the Pittsburgh area, across Pennsylvania and beyond. Hawkeye Hotels is also developing a 150-room Holiday Inn in Erie, which is under construction and expected to open in 2020. "We are excited to explore further opportunities in Pittsburgh and surrounding markets as we continue to grow our development pipeline and hotel portfo...

Hospitality Financial Leadership: Employee Benefits Reporting on Your P&L

David Lund | August 26, 2019

When it comes to payroll we are not just paying the cash wages. We have additional dollars that are substantial in the form of supplemental costs and employee benefits. So, what we want to have are three areas we can see and analyze in our financial statements: Cash wages Auxiliary wage costs – “supplemental” Employee benefits Before I get into how to set these up and record them let’s define what needs to go into each bucket. Cash Wages They are by far the most straight-forward. They include wages paid because of work being performed to all hourly and salaried positions. I wrote two separate detailed articles on ho...

This Week’s Latest Social Media News and What It Means for Hotels

Lodging Interactive | August 23, 2019

The end of August is fast approaching, and new social media changes are coming alongside the rapidly-ending summer season! Let’s take a look at all the updates that have happened within the past two weeks that will impact hospitality businesses everywhere. Instagram and WhatsApp Are Getting a Rebrand Facebook is making its ownership of Instagram and WhatsApp more visible, “rebranding” the apps as “Instagram from Facebook” and “WhatsApp from Facebook.” The “From Facebook” part is already showing up on Instagram, but it reads a little like fine print on the login page. There aren’t any other structural changes aside from t...

What Would Happen if Companies Like Google or Amazon Ran a Hospitality Business?

Laura Zizka | August 23, 2019

Creating authentic and captivating experiences is crucial for the competitiveness of hospitality businesses because it can increase value for consumers ([1]; [6]). Experiences are, by definition, co-created in hospitality, meaning they result from “the joint creation of value by the company and the customer” ([7]), regardless whether in high-touch or high-tech contexts ([3]). Today, exploiting technology for enabling and managing these experiences has become commonplace in many industries, but experts who can co-create through technology to produce authentic and captivating experiences in the hospitality industry are desperately lacking. ...

HVS 2019 Hotel Parking Survey

Rodney G. Clough | August 23, 2019

By Rodney G. Clough Most hotels in urban centers profit considerably off of available parking capacity and, depending on the garage size and operational strategy of the hotel owner, garages can be significant value drivers. Our experience reflects that parking garages can operate with departmental profit as high as 40% to 50% if managed internally, or garages can be significant profit centers when operated by experienced, third-party garage operators. With more and more travelers using shared ride services to get around town, smart hotel operators are renting excess parking capacities on monthly contracts to commuters working in adjacent o...

Philippe Cavory Appointed General Manager for The Anam in Cam Ranh, Vietnam

The Anam Cam Ranh | August 23, 2019

CAM RANH, Vietnam -- August 23, 2019 -- A seasoned professional with almost four decades of experience in the luxury hospitality industry across four continents has been appointed to the helm of the award-winning Anam. French national Philippe Cavory comes to the 12-hectare resort on Vietnam's pristine Cam Ranh peninsula after four years with YTL Hotels, during which he oversaw a collection of five-star resorts in Malaysia as area general manager. Cavory brings a stellar background in luxury hospitality to the independently owned and operated Anam, having worked in senior management roles for some of the industry’s most prestigious names ...

White Lodging Appoints Mindi Marshall as Dual General Manager of Aloft and Element Austin Downtown

White Lodging | August 23, 2019

AUSTIN, TEXAS -- Aug. 23, 2019 -- White Lodging is pleased to announce Mindi Marshall as the dual general manager of the Aloft and Element Austin Downtown. In her new role, Marshall will oversee all operations at the dual-branded property, which is located in the heart of downtown Austin and opened in the summer of 2017. Marshall was promoted from her role as assistant general manager of the same hotels, a position she has held since joining White Lodging in August 2018. During her time, she focused on building upon the legacy of service excellence and experience at the property. Mindi replaces David Meisner in this role. Meisner was recentl...

Lightstone Celebrates Topping Out of Moxy South Beach

Lightstone | August 23, 2019

MIAMI, August 23, 2019 - National real estate investor and developer Lightstone announced today the topping out of construction at Moxy South Beach, which is scheduled to open in Fall 2020.  The 202-key, eight-story hotel, located at 915 Washington Ave. marks Lightstone’s fourth Moxy Hotel development in partnership with Marriott and the company’s first Moxy property outside of New York. With interiors designed by Rockwell Group and architecture designed by Kobi Karp, Moxy South Beach will span 78,000 gross square feet. Its lobby will feature an outdoor courtyard that threads together a series of spaces, including a restaurant; all-da...

OYO Hotels Partners With Highgate to Open Flagship OYO Hotel & Casino Las Vegas

OYO Hotels & Homes | August 23, 2019

Las Vegas, NV -- August 23, 2019 -- OYO Hotels & Homes, the world’s third-largest and fastest-growing hotel chain, today announced that it has partnered with Highgate to create its first key flagship property in Las Vegas, OYO’s first property in this lively city - OYO Hotel & Casino Las Vegas. Located near the corner of the famed Las Vegas Strip on Tropicana, OYO Hotel & Casino provides 657 rooms across nineteen floors and a 35,000 square-foot casino. This hotel was earlier operated as Hooters Casino Hotel. Additional amenities include two signature restaurants, four bars, a fitness center, and an outdoor pool. The property w...

Lightstone Celebrates Topping Out of Moxy South Beach

Lightstone | August 23, 2019

MIAMI, August 23, 2019 - National real estate investor and developer Lightstone announced today the topping out of construction at Moxy South Beach, which is scheduled to open in Fall 2020. The 202-key, eight-story hotel, located at 915 Washington Ave. marks Lightstone’s fourth Moxy Hotel development in partnership with Marriott and the company’s first Moxy property outside of New York. With interiors designed by Rockwell Group and architecture designed by Kobi Karp, Moxy South Beach will span 78,000 gross square feet. Its lobby will feature an outdoor courtyard that threads together a series of spaces, including a restaurant; all-day ...

Deutsche Hospitality Partners With Brendal Hotel Group to Expand MAXX by Steigenberger Brand

Deutsche Hospitality | August 23, 2019

Market position of the MAXX by Steigenberger brand will be expanded in conjunction with the Brendal Hotel Group Frankfurt am Main, August 23, 2019 -- Everything is pointing to further growth. Deutsche Hospitality is planning to expand the portfolio of its up-and-coming MAXX by Steigenberger brand by up to twelve hotels before the end of 2022. This will be achieved by entering into a cooperation agreement with the family-owned Brendal Hotel Group. MAXX by Steigenberger is a fresh and charismatic concept which places the focus on the essential. It combines the renowned Steigenberger level of quality with a sense of urban comfort. “We ar...

Virtua Partners Finalizes Purchase of 126-Room Courtyard by Marriott in Winston-Salem, North Carolina

Virtua Partners | August 22, 2019

SCOTTSDALE, AZ and ATLANTA, GA -- August 22, 2019 -- Virtua Partners announced the purchase of a 126-room Courtyard by Marriott under construction in Winston-Salem, North Carolina. Hotel Equities will manage the Marriott hotel in downtown Winston-Salem when it opens in Q1 2020. Hotel Equities and Virtua Partners joined forces last year to expand upon their current hospitality portfolio through new development and acquisition opportunities. Hotel Equities is providing development services for the Courtyard through the construction process and will see it through completion. Located at 640 W. 4th Street in the heart of Winston-Salem, th...

TWC Management Breaks Ground on Vīb Hotel in Denver, Colorado

TWC Management | August 22, 2019

Denver, Colorado -- August 22, 2019 -- Best Western® Hotels & Resorts (BWHR) celebrated the upcoming arrival of its urban, upscale boutique brand, Vīb, with a groundbreaking ceremony in Denver yesterday. Vīb currently boasts 16 properties in the North America pipeline, and Vīb Denver will be joining locations in Springfield, Missouri; Bangkok, Thailand and Antalya, Turkey. Located at 3560 Brighton Boulevard, the 140-room Vīb Denver will be an optimal spot for travelers looking to explore the newly industrialized area. Nicknamed “RiNo,” the trendy River North Art District has seen tremendous growth in recent years as technolog...

Concord Hospitality Opens 132-Room Cambria Hotel Milwaukee Downtown

Cambria Hotels | August 22, 2019

ROCKVILLE, Md. -- August 22, 2019 -- Cambria Hotels, an upscale brand franchised by Choice Hotels International, Inc. (NYSE: CHH), debuts in Milwaukee today, marking the brand's first location in the city and the third in the Badger State. The four-story, 132-room Cambria Hotel Milwaukee Downtown is among seven new Cambria locations — including another Midwest location, the Cambria Hotel Bettendorf – Quad Cities — expected to open this summer in top-tier markets across the country, together representing over 1,200 upscale rooms. Located at 503 N. Plankinton Ave., the Cambria Hotel Milwaukee Downtown provides easy access t...

Vision Hotels Set to Open Fairfield by Marriott in Canton, New York

Fairfield by Marriott | August 22, 2019

Canton, NY -- August 22, 2019 -- The 80-room Fairfield by Marriott in Canton, New York is scheduled to open this Monday, August 26, 2019 with a new décor that provides guests with a feeling of warmth and calm while traveling. Located at 5955 US Route 11, the Fairfield by Marriott Inn & Suites Canton will operate as a Marriott franchise, owned and managed by Vision Hotels of Corning, New York. The Fairfield Inn & Suites Canton is located on the outskirts of the Adirondack Mountains and offers guests convenient access to St. Lawrence University, SUNY Canton, SUNY Potsdam, Clarkson University and the St. Lawrence River. “Delivering...

Bricton Group / Gettys Group Venture to Transform San Antonio Landmark Airport Hotel Into 365-Room Marriott San Antonio Airport Hotel

The Bricton Group | August 22, 2019

San Antonio, TX -- August 22, 2019 -- A joint venture led by The Bricton Group and The Gettys Group is making a significant investment in the San Antonio business and leisure travel market.  The venture plans to transform a recently closed Holiday Inn, in a prime location adjacent to the San Antonio International Airport, into the new Marriott San Antonio Airport Hotel.  The joint venture’s $36 million redevelopment of this property will reflect the upscale needs of a growing number of travelers flocking to the area. “We immediately recognized the potential of this landmark airport property, which is close to downtown San Antonio, th...

Omni Orlando Resort at Championsgate Appoints Jen Isham as New Senior Sales Manager

Omni Orlando Resort at ChampionsGate | August 22, 2019

ORLANDO, Fla. -- August 22, 2019 -- Omni Orlando Resort at ChampionsGate announces the appointment of Jen Isham to Senior Sales Manager. Isham brings over 13 years of experience as an award winning sales professional and has a proven record of accomplishment in group business in various markets including corporate, association, pharmaceutical and social. “We’re thrilled to welcome Jen Isham to the Omni family,” said Robert Stanfield, area managing director of Omni Orlando Resort at ChampionsGate. “We know she will help drive the continued success of our property and the meetings experience for all of our valued guests.” Most rece...

The Evolution of Hotel Employee Safety Technology

Robb Monkman | August 22, 2019

By Robb Monkman August 22, 2019 -- Great leaders operate in the present but focus on planning for the future. As technology evolves, things that were once deemed impossible are now part of everyday life and are changing the business world at lightning speed. The latest and most innovative tools from the beginning of this decade are now becoming outdated, making it challenging for organization to keep up with every technological change. This is a familiar phenomenon, as we look to the continued technological evolution that has unfolded across the hospitality industry — one which has notably picked up the pace, as of late. Guests and busin...

Now Available: The Q3 Hotel Digital Marketing White Paper

NextGuest Digital | August 22, 2019

Now available for viewing and download, the NextGuest Digital Q3 2019 Edition: Hotel Digital Marketer’s White Paper. The white paper covers current trends and industry insights hoteliers should be paying attention to in order to have a strong digital presence. The white paper also takes a deep dive into strategies that will help to reach different audiences throughout the travel planning journey. Read the NextGuest Digital Q3 2019 white paper to learn about: What’s Trending: The only way to stay ahead of the competition is by keeping up with the latest developments in digital. This month we look at alternatives to standard loyalty...

Choice Hotels Breach a Good Reminder of Data Security Best Practices

Hospitality Upgrade | August 22, 2019

HU talks with Bob Diachenko, the cybersecurity expert who discovered the breach, about steps hotels can take to prevent data incidents  By Fran Worrall, Hospitality Upgrade Another data breach has hit the hospitality industry, this time affecting approximately 700,000 records belonging to lodging industry giant Choice Hotels International. The Maryland-based company franchises and handles bookings for more than 7,000 properties around the globe, including such brands as Ascend Hotel Collection, Cambria Hotels, Clarion, Comfort, Econo Lodge, MainStay Suites, Roadway Inn, Sleep Inn and Woodspring Suites. According to a statement relea...

Israel’s Hotel Sector Shows Record Performance, Says HVS Report

HVS | August 22, 2019

22 August 2019, London: Hotels in Israel saw another record performance in 2018 as the country experienced a lull in geo-political turmoil and a rise in incoming tourist numbers, according to a new report by global hotel consultancy HVS. Over the past few years Israel has seen significant growth in its tourism sector. In 2017 the country welcomed 3 million tourists for the first time in its history. In 2018 that number rose to 4.1 million, a year-on-year increase of over 14%. On the back of this growth hotels across Israel saw RevPAR [*rooms revenue per available room] lift by 6% last year, driven largely by a healthy rise in average ro...

How Technology Can Transform One of Your Hotel’s Most Expensive and Important Departments – Housekeeping

Nikhil Nath | August 22, 2019

By Nikhil Nath, CEO, Knowcross Imagine the following scenario. You’ve just arrived at a hotel you booked online after combing through countless reviews and hotel sites leading up to your business trip. The website boasted cutting-edge amenities and rooms adorned with modern furnishings, sprawling grounds, and an incredible on-property restaurant serving up delicious local cuisine. Following check-in, you bring your luggage up to your room only to discover it doesn’t have some of the amenities you confirmed in your booking. To make matters worse, you attempt to adjust the in-room thermostat only to realize it has clearly malfunctioned, ...

Procaccianti Companies Completes Acquisition of The Lodge at Tiburon and Toll House Hotel located in Los Gatos

Procaccianti Companies | August 22, 2019

Wednesday August 22, 2019 (Providence, RI) - Procaccianti Companies, the second generation privately-held real estate investment and hospitality services organization, today announced that it has acquired two landmark Northern California hotels: The Lodge at Tiburon and Toll House Hotel located in Los Gatos. Together, the hotels comprise 228 guest rooms and suites, approximately 6,500 sf of meeting space and multiple food and beverage offerings. “This acquisition presented an extremely unique opportunity to acquire a collection of well- positioned assets in high-barrier-to-entry markets that are supported by their superior locations, rec...

Why Your Property Management System Should Do More Than Manage Your Property

Nicole Dehler | August 22, 2019

Managing a successful hotel is not easy 一 Hoteliers are tasked with enhancing the guest experience, empowering their staff, and increasing their property’s bottom line. As our industry continues to adopt next-generation, guest-centric platforms, hoteliers must frequently vet emerging technology to ensure that it meets their property’s evolving needs. While there are many systems that play a critical role in the strategic optimization of a hotel’s operational structure, the PMS represents the technological heartbeat of any property. Beyond the necessary capture of reservations and financials, the PMS acts as a centralized hub of vital ...

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