
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

IHG® Invests in Scotland as They Bring InterContinental® Hotels & Resorts Back to Edinburgh
IHG | July 31, 2019
SCOTLAND -- July 31, 2019 -- This important investment milestone follows the opening of Kimpton branded hotels in Edinburgh and Glasgow earlier this year. With the reintroduction of the InterContinental® Hotels & Resorts brand in Scotland, IHG further secures their position as the UK’s largest luxury hotel operator. The hotel was previously sold but the integration of the Principal portfolio provided the opportunity to bring it back in to the IHG brand family. But after significant renovations, InterContinental Edinburgh – The George has re-entered the system, enabling IHG to expand their flagship luxury brand in their home market...
Sunrise Hospitality Opens 94-Room Courtyard by Marriott in Lafayette, Louisiana
Courtyard by Marriott | July 31, 2019
Lafayette, LA – July 31, 2019 – Courtyard by Marriott Lafayette South is set to open its doors in Lafayette, Louisiana today. Featuring an innovative lobby space as well as Courtyard’s latest contemporary room design, the new hotel provides flexibility and choices that allow guests to optimize and elevate their travel experience. Located at 200 Frem Boustany Drive, the 94-room hotel will operate as a Marriott franchise, owned and managed by Sunrise Hospitality of Shreveport, Louisiana. General Manager Megan Borel leads the management team at the property for Sunrise Hospitality. Whether traveling for business or pleasure, the Courty...
Dream Hotel Group Partners With 18Main to Bring Dream Hotels Brand to Downtown Memphis
Dream Hotels | July 31, 2019
Set to open in 2022, Dream Memphis joins cultural vibrancy and record-breaking tourist experience of Downtown Memphis New York, New York (July 31, 2019) – Renowned hotel and brand management company Dream Hotel Group today announced plans to bring its Dream Hotels brand to Downtown Memphis, set to open in 2022. In partnership with Memphis real estate developer 18Main, the group is proud to introduce a new boutique hotel that both reinvents the traditional hotel experience and celebrates the city’s rich history, dynamic food and entertainment scene, and growing demand for innovation. Representing a major milestone for the hospitality ...
MJH Attracting Millennials With Renovation of Its Comfort Suites in North Carolina
Meyer Jabara Hotels | July 31, 2019
A recent refresh of rooms and public areas and an upgrade of technology at the Comfort Suites in Gastonia, managed by Meyer Jabara Hotels, is seeing a boost in satisfaction scores with guests saying they are likely to return and recommend the hotel to friends [Danbury, Conn., July 31, 2019] — Since renovating its Comfort Suites in Gastonia, North Carolina, in February, hotel manager Meyer Jabara Hotels (MJH) is seeing a steady flow of new travelers booking rooms and writing positive guest reviews, many saying they will return on their next visit and also recommend this property to others. Located at 1874 Remount Rd., the all-suite hotel ...
Miguel Leopoldo Gallegos Named Executive Chef at Casa Velas in Puerto Vallarta
Casa Velas | July 31, 2019
Puerto Vallarta, Mexico -- July 31, 2019 -- Miguel Leopoldo Gallegos has been named Executive Chef of Casa Velas, an adults only boutique hotel and ocean club in Puerto Vallarta, Mexico. In his new role, he is responsible for the Emiliano and the Beach Club Restaurant and the resort’s 24-hr insuite dining program. He will also bring his specialized expertise to developing tailored, unique culinary experiences for guests. A member of SLH (Small Luxury Hotels of the World), Casa Velas is the only boutique hotel on the Mexican Pacific coast to hold Four Stars from Forbes Travel Guide. With over 10 years of culinary experience, Gallegos has ...
Eau Palm Beach Resort & Spa Appoints Tim Nardi as General Manager
Eau Palm Beach Resort & Spa | July 31, 2019
PALM BEACH, July 30, 2019 – Eau Palm Beach Resort & Spa, a Forbes Five-Star, Five Diamond 309-room oceanfront resort situated on seven acres along the Atlantic Ocean on the island of Palm Beach, announces the appointment of Tim Nardi as General Manager. Nardi will be responsible for managing the day-to-day operation of the resort which, along with its 309 guest rooms, includes a world-class Forbes Five-Star 42,000 square foot spa, four food and beverage outlets and 30,000 square feet of meeting and event space. The ownership group at Eau Palm Beach stated how thrilled they are to have Tim join the team, adding that Tim has ...
Hospitality Ventures Management Group (HVMG) Appoints Dana Tsakanikas Executive Vice President & Chief Investment Officer
Hospitality Ventures Management Group | July 31, 2019
ATLANTA, GA -- July 31, 2019 -- Hospitality Ventures Management Group (HVMG), an Atlanta-based, private hotel investment, ownership and management company, today announced it has named Dana Tsakanikas executive vice-president and chief investment officer. In the newly created role, Tsakanikas will work closely with Robert Cole, HVMG president & chief executive officer, and Mary Beth Cutshall, executive vice-president & chief development officer, along with the rest of the development & acquisitions team in support of the company’s growth efforts by sourcing new capital and structuring/transacting on acquisitions, joint ventur...
For the Second Quarter of 2019, the U.S. Hotel Construction Pipeline Continued Its YOY Growth Spurt Even as Business Investment Declined for the First
Lodging Econometrics | July 31, 2019
PORTSMOUTH, NH -- July 31, 2019 -- Analysts at Lodging Econometrics (LE) reported for the second quarter of 2019, the total U.S. construction pipeline climbed to 5,653 projects/693,207 rooms, up 6% by projects and 9% by rooms year-over-year (YOY). Pipeline totals are just 230 projects shy of the all-time high of 5,883 projects/785,547 rooms reached in the second quarter of 2008. Projects currently under construction stand at 1,727 projects/233,600 rooms with projects scheduled to start construction in the next 12 months at 2,552 projects/295,989 rooms. Both are at the highest levels since early 2008. Projects in the early planning stage ...
NewcrestImage Set to Open Dual-Branded AC Hotel and Residence Inn in Frisco, Texas
AC Hotels by Marriott | July 30, 2019
Frisco, TX – July 30, 2019 – Marriott International, Inc. announced today that a dual-branded 150-room AC Hotel and 150-suite Residence Inn property will open in Frisco, Texas on Friday, August 2, 2019. Located at 4343 Frisco Green Avenue, the hotels are owned and managed by NewcrestImage of Lewisville, Texas. The properties will share some amenities, including an indoor swimming pool, a fitness center and 3,068 square feet of meeting space to accommodate functions of up to 200 people. Each hotel will feature its own lobby, lounge, dining area and business center. Located in Frisco Station, within walking distance to The Star in Frisco a...

End of the Road for Bathroom Miniatures as IHG Opts for Bulk-Size Amenities to Reduce Plastic Waste
IHG | July 30, 2019
IHG takes industry-leading step to remove 200 million miniatures from estate each year July 30, 2019 -- IHG® (InterContinental Hotels Group), one of the world’s leading hotel companies, has today announced that its entire hotel estate of almost 843,000 guest rooms will switch to bulk-size bathroom amenities, with the transition to be completed during 2021. Building on its efforts to reduce plastic waste as part of a broader sustainability agenda, this pledge makes IHG the first global hotel company to commit all brands to removing bathroom miniatures in favour of bulk-size amenities. Keith Barr, CEO, IHG, commented: “It’s more imp...
Salamander Hotels & Resorts Appoints Chris King as Chief Development Officer
Salamander Hotels & Resorts | July 30, 2019
MIDDLEBURG, VA -- July 30, 2019 -- Salamander Hotels & Resorts, the luxury hotel company founded by Sheila Johnson, has appointed Chris King as Chief Development Officer. Working alongside the Salamander executive team, King is responsible for creating and implementing new business development strategies aimed at supporting the continued growth of the company’s luxury portfolio through third-party managed hotels and resorts in the US, Canada and the Caribbean, and increasing the number of Salamander-branded properties. “Salamander is entering an exciting phase, and Chris is a perfect fit for the position,” said Salamander P...
Nobody Asked Me, But… No. 217, Hotel History: Catskill Mountain Resort Hotels
Stanley Turkel | July 30, 2019
By Stanley Turkel, CMHS Hotel History: Catskill Mountain Resort Hotels This is the story of an area of 250 square miles, approximately an hour and a half drive northwest of New York City, which over the course of last century became a resort phenomenon unlike any other. The area had attracted tourists since the post-Civil War years because of its visual appeal and accessibility via two railroad lines, the Ontario & Western and the Ulster & Delaware. The new arrivals came up to the Catskill Mountains to settle, to farm, and to escape the unhealthy environment of urban tenement life. The message came back to New York’s lower Ea...
Welcome Group Opens AC Hotel Los Angeles South Bay in El Segundo, California
Welcome Group, Inc. | July 30, 2019
El Segundo, CA -- July 30, 2019 -- The 180-room AC Hotel Los Angeles South Bay has officially opened its doors, bringing its timeless design with European soul and Spanish roots to El Segundo, California. The new-build lifestyle property, part of AC Hotels by Marriott®, is located in South Bay, a growing business and entertainment destination, just minutes from both the coast and Los Angeles International Airport (LAX). Developed and managed by El Segundo-based Welcome Group, the six-story design-led hotel provides a modern option for business and leisure travelers. From its sleek design and scenic rooftop, to its state-of-the-art fitnes...
Aqua-Aston Names Duane Dickson as New GM at Tuscana Resort Orlando by Aston and The Fountains at ChampionsGate
Aqua-Aston Hospitality | July 30, 2019
Orlando, Florida, July 30, 2019 – Aqua-Aston Hospitality, a leading hotel and resort management group with properties in Hawaii, the continental United States, and Costa Rica, announced the appointment of Duane Dickson to the role of general manager of Aqua-Aston’s managed Orlando properties, Tuscana Resort Orlando and The Fountains at ChampionsGate. Tuscana Resort Orlando by Aston and The Fountains at ChampionsGate are both moments away from Orlando’s theme parks such as Epcot®, Magic Kingdom® Park, Universal Studios Florida™, and world-class championship golf courses, including ChampionsGate Golf Club, Lake Buena Vista Golf C...
Cape Grace’s Concierge: First Woman in Cape Town to Join Society of the Golden Keys
Cape Grace | July 30, 2019
Cape Town, July 30, 2019 -- Cape Grace Concierge Moira Mdakana has been appointed to the elite Les Clefs d’Or – or Society of the Golden Keys. It is an incredible achievement for any concierge, but in Moira’s case, it is made even more remarkable by the fact that she is the first woman in Cape Town to receive her Golden Keys and the first black woman in South Africa to have done so. “I want all young children who are in hotel schools right now and are dreaming of becoming an elite concierge to know that anything is possible through hard work. Your background does not define where you will go in life. I’ve proven that anything is p...
Hotel Industry Releases Public Service Announcement, Unites Around Nationwide Day of Action to Fight Human Trafficking
AHLA | July 30, 2019
Washington (July 30, 2019) – As part of the hotel industry’s ongoing commitment to combat human trafficking, today the American Hotel and Lodging Association (AHLA) launched a public service announcement (PSA) raising awareness about the No Room for Trafficking Campaign, which unites the industry around a single, comprehensive approach to fight human trafficking. The launch of the PSA also marks the No Room for Trafficking Day of Action, where hoteliers across the country are uniting and taking action by hosting training sessions for employees, raising awareness on their properties and pledging their commitment to the No Room for T...
Eleven Continues Rapid Growth, Reaching Over One Million Rooms Worldwide
Eleven | July 30, 2019
7/30/19, Portland, Ore.—Eleven, the pioneer in cloud-based central authentication management systems, undergoes rapid expansion. The ElevenOS platform enables hoteliers and multi-family property managers around the globe to deliver a seamless Wi-Fi experience that guests and residents love. In July, the company celebrated the onboarding of its millionth room on its platform ElevenOS, marking a significant milestone in the company’s history. Peri Pierone, Eleven’s CEO, reflects on this achievement: “When I arrived a little over two years ago Eleven predominantly served a North American footprint. Today our platform is being accessed...
Midas Hospitality and InSite Development to Develop Residence Inn in Lancaster, California
Midas Hospitality | July 30, 2019
Lancaster, CA, July 30, 2019 -- After successfully raising $35 million in only four months for its first opportunity zone project, Midas Hospitality is going westward to stake its next claim. Midas Hospitality, a leading hotel development, management and investment firm, recently announced its second opportunity zone fund that seeks to raise $12 million for a new Residence Inn located in Lancaster, Calif. Midas will co-develop the $25 million, 107-room hotel along with Los Angeles-based InSite Development. Located at 857 W. Lancaster Blvd. in Lancaster, Calif., the hotel has a targeted groundbreaking date in late 2019 with a grand openi...
Angie Hospitality Claims 2019 VOICE Summit Award for Best Travel, Leisure, or Hospitality Experience
Angie Hospitality | July 30, 2019
Hospitality-focused, AI-powered solution developer selected as winner of the best travel, leisure or hospitality experience award at world’s largest voice technology event. NEWARK, N.J. – July 30, 2019 – Angie Hospitality, developer of the world’s first voice and AI solution purpose-built for the hospitality environment, has been selected by an expert panel of judges as the “Best Travel, Leisure, or Hospitality Experience” at the 2019 VOICE Summit Awards. The VOICE Summit is the world’s largest event celebrating voice technology, which took place July 22-25 in Newark, N.J at the New Jersey Institute of Technology. Followin...
Hapi Achieves PCI-DSS Service Provider Certification
Hapi | July 30, 2019
Hotel Companies Have a Simpler Approach to Secure Compliance Orlando, July 30, 2019 Hotels have a tough time staying PCI compliant. Systems that hold credit card data need to be PCI compliant. Recent PCI audits are now calling for systems that connect to 3rd parties holding credit card data, to also be PCI compliant. For hotels, this means that any solution touching the PMS may need to be PCI compliant even if the system itself does not deal with credit card data. There is a new approach to solve this dilemma for hotels. The Data Travel team has achieved PCI-DSS Service Provider certification for Hapi. This certification gives Hapi p...
When Beauty Signifies Quality
POLYU’S SCHOOL OF HOTEL AND TOURISM MANAGEMENT | July 30, 2019
July 30, 2019 -- When making hotel bookings online, potential guests’ expectations of service quality are influenced by the aesthetics of the hotel’s website, according to Dr. Ksenia Kirillova and Ms. Janelle Chan of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University. In a recent experimental study the researchers manipulated the level of attractiveness portrayed by a hotel website’s photos to examine how aesthetics influenced perceptions of quality and intention to book. Their results provide important insights into how hotel managers can use visually attractive images to stimulate positive percep...
Hospitality’s Talent Gap – 3 Ways to Build and Retain Better Teams
Greg Barnett | July 30, 2019
By Dr. Greg Barnett, SVP of Science at The Predictive Index The hospitality industry has experienced significant growth, with 1.1 trillion spent on travel expenses last year. As more Americans use their discretionary income to travel, the need for skilled workers has only increased to meet demand. In fact, the unemployment rate in the industry swelled to 1,139,000 in 2018. Pairing this with today’s emphasis on the experience-based economy, it’s easy to see how critical it is for the industry to act quickly to fill open positions and ultimately meet consumer expectations. While increased travel is a positive trend for the industry, i...
Kuala Lumpur Metro Group to Build Lexis Hibiscus 2 in Port Dickson
Kuala Lumpur Metro Group | July 30, 2019
Port Dickson, July 30, 2019 – Kuala Lumpur Metro Group, in a joint venture with Menteri Besar Incorporated (Negeri Sembilan government investment arm) recently announced the development of its latest resort, Lexis Hibiscus 2, in an official signing ceremony, witnessed by YB Dato’ Seri Anwar Ibrahim, Member of Parliament for Port Dickson. Scheduled to open in 2024, the 5-star luxury resort which will be situated adjacent to Lexis Hibiscus in Port Dickson, has an estimated gross development value of RM 500 Million and will feature 760 rooms, comprising of 582 water villas and 178 sky pool villas. Just like the Lexis Hibiscus, each villa ...
Interstate Hotels & Resorts Retained by Cambridge Landmark to Manage The Citizen Hotel, Autograph Collection
Interstate Hotels & Resorts | July 30, 2019
ARLINGTON, Va. – July 30, 2019 – Interstate Hotels & Resorts – a leading, global third-party hotel management company – has been selected to continue the successful management of the iconic Citizen Hotel, Autograph Collection in Sacramento, California, with a long-term agreement with new hotel owner Cambridge Landmark. Cambridge Landmark has plans to make guestroom renovations and updates to the common areas and the top-rated, farm to fork Grange Restaurant & Bar. "The Citizen is well positioned to continue its leadership in the market with Interstate’s strong management team and continued upward performance at the hotel...
