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
It’s Your Fault
Shep Hyken | July 29, 2019
By Shep Hyken The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine. Unfortunately, it didn’t work. Even worse, it took my card and didn’t give it back. The screen read, “Error. Ticket Jammed.” A little frustrated, I noticed a button to push for help. Within moments a woman’s voice came over the speaker asked what the problem was. I ...
Sporting Fixtures Bring 6% Boost to London’s Hotels While the Provinces Feel the Squeeze
HVS | July 29, 2019
RevPAR in London’s hotels rose 6% in Q2 2019 on the back of visitors travelling to the capital to watch the ICC Cricket World Cup and the Major League Baseball, according to the latest UK Hotel Market Tracker: Q2 2019, produced by HVS London, AlixPartners and STR. On the back of both major sporting fixtures, London’s hotels saw average rates rise 5.6% to £157 year-on-year, with occupancy up 0.6% to 84%. It was a different story in the regions, however, despite a number of the cricket fixtures being held in Birmingham, Manchester and Southampton. Outside the capital, RevPAR was down by 0.9% for the quarter, average rate fell 0.6% to...
Why Select Service Hotels Are Coming to the City Center
JLL | July 29, 2019
July 29, 2019 -- It used to be that guests at every downtown hotel expected bell staff, a concierge, extensive meeting spaces and spacious rooms. But these days, guests are getting comfortable with a lot less. Select service hotels with fewer amenities and smaller rooms — once confined to suburbs, small towns and the areas surrounding airports — are growing in city centers. This industry sector has seen double-digit percentage change growth in terms of the number of rooms that exist in major U.S. markets from 2015 to 2019, according to JLL research. Hotel brands like Hilton Garden Inn, Tru by Hilton, Courtyard by Marriott and Hyatt ...
Oliver Hospitality Acquires Station House Inn, South Lake Tahoe, CA
Oliver Hospitality | July 29, 2019
NASHVILLE, Tenn.--July 29, 2019--Oliver Hospitality announced today that it has acquired the Best Western Station House Inn and its Lewmarnel’s Food & Spirits in South Lake Tahoe, California. Oliver plans to start renovations on the hotel and restaurant in Q4 2019 and rebrand as a vintage motel called Station House Inn with a revamped design, food, beverage and social areas. Oliver Hospitality has a proven track record of acquiring and transforming properties into creatively distinctive hotels, including Hotel Clermont in Atlanta, Fairlane Hotel in Nashville and The Oliver Hotel in Knoxville, Tenn. Located in South Lake Taho...
Driftwood Hospitality Management Shares New Insights Into Industry Trends From Property Manager Poll
Driftwood Hospitality Management | July 29, 2019
North Palm Beach, Fla. – July 29, 2019 – Driftwood Hospitality Management (DHM), a North Palm Beach-based hotel management company that operates 70 hotels throughout the United States and Costa Rica, recently surveyed its general managers, seeking to understand this year’s growing hospitality trends and the evolving needs of travelers. “We are constantly looking for ways to improve the guest experience, which is why we prioritize keeping a pulse on emerging industry trends,” said Michael Diaz, chief operating officer for Driftwood Hospitality Management. “Today, our property teams are noticing more and more conversations and in...
Melia Hotels International’s Vice President of The Americas, Alvaro Tejeda Schroeder, Steps Down After 30 Years, Seasoned Hotelier Is Appointed
Meliá Hotels International | July 29, 2019
Miami, FL (July 29 2019) – Alvaro Tejeda Schroeder, Vice President for The Americas for Melia Hotels International (MHI) has stepped down from his role with the Spanish hotel company. Alvaro’s career with Melia Hotels International has spanned almost 30 years in seven different countries and most notably included the roles of Area Vice President for EMEA, as well as his current role, where he was responsible for overseeing all MHI operations in The Americas and Caribbean for the past 10 years. “We greatly appreciate Alvaro’s commitment and invaluable contribution to Melia Hotels International over the past three decades,” said An...
Commonwealth Hotels Names Kathleen Legg as Director of Sales for SpringHill Suites Cincinnati Midtown, Cincinnati, OH
Commonwealth Hotels | July 29, 2019
COVINGTON, Ky., July 29, 2019 -- Commonwealth Hotels announces the promotion of Kathleen Legg to the position of Director of Sales for SpringHill Suites Cincinnati Midtown. The beautiful property offers over 120 king and queen sized suites each with their own living space and working desk. This hotel is owned by Corporex and managed by Commonwealth Hotels in Covington, KY. Commonwealth Hotels is eager to have Kathleen join the team. "Kathleen will be an outstanding addition to the SpringHill Suites," Megan Gabriel, a Field Director of Sales, said. "She brings an abundance of knowledge and ideas about the area, which w...
Cambridge Landmark Expands Hospitality Portfolio With Acquisition of Historic Boutique Hospitality Property, The Citizen Hotel in Sacramento, CA.
Cambridge Landmark | July 29, 2019
MIAMI, July 29, 2019 -- Cambridge Landmark, a hotel-focused private equity company, recently announced that it has closed on the acquisition of The Citizen Hotel, a renowned 196-room boutique hotel located in Sacramento, CA. The hotel has been part of the Marriott Autograph Collection since 2015, and will retain that designation under its new ownership. "This acquisition demonstrates Cambridge Landmark's focus on ownership-driven hotel investment with assets in prime U.S. domestic markets," said Pedro Miranda, co-managing partner. "This historic property in downtown Sacramento continues the growth of our portfolio," add...
NexGen Hotels & Genuine Hospitality Break Ground on New TownePlace Suites by Marriott in Waukegan, Illinois
Genuine Hospitality LLC. | July 29, 2019
SAINT LOUIS, IL, July 29, 2019 – Chicago, IL based hotel developer, NexGen Hotels & St. Louis-based hotel operator, Genuine Hospitality, LLC announces the groundbreaking of a new 96-room TownePlace Suites by Marriott – Waukegan, IL. Located at 402 Lakehurst Rd. Waukegan, IL, the hotel is ideally located at the Southeast corner of I-94 and Route 120, 4-miles southwest of downtown Waukegan, IL. The TownePlace Suites by Marriott – Waukegan will open Q3, 2020 and will be operated by Genuine Hospitality, LLC. The TownePlace Suites by Marriott – Waukegan, IL will make the third Marriott asset within the 7-hotel Genuine Hospitality...
Venice Beach’s Hotel Erwin Appoints Amy Scherer-Ramskill as Director of Sales and Marketing
Hotel Erwin | July 29, 2019
(VENICE, CA – July 29, 2019) Hotel Erwin, the quintessential boutique hotel in Venice Beach, California, is pleased to announce the addition of Amy Scherer-Ramskill as Director of Sales and Marketing. Amy is accountable for leading the sales team, driving revenue and advising all marketing and business strategy for the hotel. With more than 20 years of hospitality experience, Amy brings a dynamic, multifaceted approach to the hotel’s existing sales and marketing team. Most recently, she led as general manager for Proper Hospitality, a 200-unit luxury high-rise building in Hollywood, California. She has also served in development, sales...
PM Hotel Group Opens Philadelphia Marriott Old City Following Renovation and Rebranding of Former Sheraton Philadelphia Society Hill
PM Hotel Group | July 29, 2019
PHILADELPHIA, July 29, 2019—The Philadelphia Marriott Old City today announced it now is open and welcoming guests as the city’s newest hotel in a flag-raising ceremony celebrating its conversion from the former Sheraton Philadelphia Society Hill. Operated by PM Hotel Group, one of the nation’s leading hotel management companies, the hotel has completed phase one of a multi-million dollar, total renovation, including the city’s introduction to the new elevated concierge lounge experience, M Club. “This hotel has been an important member of the community for more than three decades,” said Jeremy Costa, hotel general manager. “...
Hilton Appoints General Managers for Conrad Punta de Mita and Hilton Los Cabos Beach & Golf Resort
Hilton | July 29, 2019
MEXICO CITY, Mexico – July 29, 2019 – Hilton (NYSE: HLT) announced the appointment of Marco Tabet as general manager of the 325-room Conrad Punta de Mita opening early next year, and Maxence Bonnamain as general manager of the award-winning 343-room Hilton Los Cabos Beach & Golf Resort. Tabet is an award-winning leader boasting more than twenty years of hospitality industry experience. Most recently, Tabet drove the team to secure a number of coveted awards, including the most recent internal Hilton Hotels & Resorts Connie Award for highest combined ranking of overall quality assurance, experience and service. Prior to...
The Marcus Corporation Reports Second Quarter Fiscal 2019 Results
The Marcus Corporation | July 29, 2019
RevPAR increased 3.4% in the second quarter and 1.2% for the first half of fiscal 2019 MILWAUKEE--The Marcus Corporation (NYSE: MCS) reported results for the second quarter of fiscal 2019 ended June 27, 2019. “We reported record revenues in the second quarter and first half of fiscal 2019 primarily due to increased revenues from the theatre division,” said Gregory S. Marcus, president and chief executive officer of The Marcus Corporation. Second Quarter Fiscal 2019 Highlights Total revenues for the second quarter of fiscal 2019 were $232,500,000, a 20.3% increase from total revenues of $193,298,000 for the second quarter of fis...
Creating a Financially Engaged Team: What to Avoid
David Lund | July 29, 2019
By David Lund Creating a financially engaged leadership team takes time, commitment, respect for fair play, resources and a sense of adventure. When creating something new, for me there was always an element of the unknown. In writing my book, it occurred to me that if I had a book like this 25 years ago, some of the guesswork would not have existed. The adventure however always remained and that was the great part about embarking on a mission that had a team working together in an attempt to score big. But, I was cognizant that when working with people, I was the example that got watched, yes, everything I did was watched. It was cl...
Bob Moore and Nancy Novogrod to Be Inducted Into U.S. Travel Hall of Leaders
U.S. Travel Association | July 29, 2019
Moore, Novogrod to be 99th and 100th honoree installed since 1969 WASHINGTON (July 25, 2019) — Travel industry leaders Bob Moore, former longtime Hilton executive, and Nancy Novogrod, the 21-year editor-in-chief of Travel + Leisure, will be honored as the 2019 inductees into the U.S. Travel Association Hall of Leaders, the organization announced Thursday. Distinguished individuals are named to U.S. Travel's Hall of Leaders for "sustained, noteworthy contributions that have positively impacted the travel industry and raised industry-wide standards." "Bob was an innovator throughout his career, working to evolve business and leisur...
Chesapeake Lodging Trust Announces Agreement to Sell New York Hotels for $138 Million or $450K Per Room
Chesapeake Lodging Trust | July 25, 2019
ARLINGTON, Va. -- Jul. 25, 2019 -- Chesapeake Lodging Trust (NYSE:CHSP) (the “Trust”) announced today that it has entered into an agreement to sell the 122-room Hyatt Herald Square New York and the 185-room Hyatt Place New York Midtown South, both located in New York, New York, for an aggregate sale price of $138.0 million, or approximately $450,000 per key, subject to customary pro-rations at closing. The proposed sale by the Trust of these New York hotels is anticipated to occur in mid-to-late September 2019 prior to completion of the Trust’s proposed merger with Park Hotels & Resorts Inc. (“Park”). The proposed merger rema...
Purdue University Selects White Lodging to Operate Union Club Hotel
White Lodging | July 25, 2019
MERRILLVILLE, Ind., July 25, 2019 -- Purdue University has selected White Lodging to operate the Union Club Hotel on its West Lafayette, Indiana campus. The iconic property was built in phases from 1929-53 as an addition to the Purdue Memorial Union and is currently undergoing a complete renovation. "We are thrilled to work with White Lodging to bring the service and experience at our hotel to a level consistent with the grand plans we have for this renovation," said Robert Wynkoop, senior director of Auxiliary Services at Purdue University. "White Lodging and Purdue will be ready to welcome our first guests in the Union Club's next chapte...
Pendry Hotels & Resorts to Begin Construction of Pendry Washington D.C. – The Wharf
Pendry Hotels & Resorts | July 25, 2019
ORANGE COUNTY, CALIF. (July 25, 2019) – Pendry Hotels & Resorts, today announced its further expansion into the Mid-Atlantic with Pendry Washington D.C. – The Wharf. The 140,000-square-foot hospitality development located within Phase 2 of The Wharf, is set to begin construction this summer. This new addition to The Wharf will bring the Pendry Hotels & Resorts refined sense of modern-day luxury hospitality to the waterfront neighborhood in 2022. Pendry Washington D.C. – The Wharf represents the expanding hospitality brand’s first property in the nation’s capital, featuring 131 guestrooms, including 34 suites; three food a...
IHG® Signs With Angora Birikim A.S. for New Crowne Plaza for Ankara, Turkey
IHG | July 25, 2019
IHG® (InterContinental Hotels Group), one of the world’s leading hotel companies, is continuing to expand its footprint across Turkey with the signing of Crowne Plaza Ankara. The hotel is planned to open in 2022 and is signed under a franchise agreement with first-time IHG partner Angora Birikim A.S. Crowne Plaza® Ankara will be located right at the heart of the fast-growing Yenimahalle metropolitan district in Turkey’s capital Ankara. Set on Fatih Sultan Mehmet Boulevard, one of the most important arterial roads in Ankara, the modern 4-star upscale hotel will be within walking distance of popular Gimart Outlet and Wonderland Eurasia...
New Business Traveler Sentiment Index™ Reveals Hotel Experience Is a Major Driver of Overall Trip Satisfaction
the Global Business Travel Association | July 25, 2019
Business Travelers Happy with Travel Experience Despite 54% Having Travel Mishaps Alexandria, VA (July 25, 2019) – More than half (54%) of business travelers have experienced a mishap* while on the road for work in the last year, with 52% reporting they had a delayed flight and 40% a cancelled flight. However, the vast majority (86%) of global travelers are satisfied with their overall business travel experiences, according to the newly relaunched GBTA Business Traveler Sentiment Index™ in partnership with RoomIt by CWT™, the hotel distribution division of CWT, the B2B4E travel management platform. Traveler experience proved to ha...
Prince Waikiki Appoints Joshua Hargrove as General Manager
Prince Resorts Hawaii Inc. | July 25, 2019
HONOLULU, July 25, 2019 – Prince Waikiki, announces the appointment of Joshua Hargrove as general manager. An accomplished hospitality executive, Hargrove will manage and oversee all aspects of the 563-key hotel located in Honolulu overlooking the Ala Wai Yacht Harbor, including its signature 100 Sails Restaurant & Bar and expansive meeting and event spaces. “We are delighted to welcome Joshua to the Prince Waikiki family,” said Kisan Jo, president of Prince Resorts Hawaii. “With his charisma, love of Hawaii and extensive hospitality background at notable properties throughout the islands, he is a natural fit to lead the Prince...
Treasure Island – TI Hotel & Casino in Las Vegas to Join Radisson
Radisson | July 25, 2019
Minneapolis - July 25, 2019 -- Radisson today announced the signing of Treasure Island - TI Hotel & Casino in Las Vegas to its portfolio of hotels. The resort will officially join the Radisson system later this year as Treasure Island - TI Hotel & Casino, a Radisson Hotel. The award-winning resort, featuring nearly 3,000 rooms, contemporary style and high-energy atmosphere, marks the company’s first property on the famous Las Vegas Strip. Guests will be able to book a stay at TI on RadissonHotels.com by late 2019 and Radisson Rewards members will be able to earn and redeem points in 2020. “TI is a true resort destination in a o...
Hyatt Expands Into The Heart Of The Colorado Rockies With New 285-Room Grand Hyatt Hotel In Vail, Colorado
Grand Hyatt | July 25, 2019
CHICAGO (July 25, 2019) – Hyatt Hotels Corporation (NYSE:H) announced today the opening of the luxury Grand Hyatt Vail, marking the second Grand Hyatt hotel in Colorado and the first in a U.S. mountain resort destination. The 285-room ski-in/ski-out resort sits at the base of the iconic Vail Mountain on the banks of Gore Creek and offers guests their own ski lift, Chair 20, for convenient access to world-class skiing and snowboarding. Located in the heart of Vail Valley within the Cascade Village neighborhood, the hotel features bold, vibrant architecture inspired by its scenic locale and welcoming service, with exclusive amenities ideal...
The Hyatt Centric Brand Debuts in Mexico With the Opening of Hyatt Centric Campestre Leon
Hyatt Centric | July 25, 2019
CHICAGO (July 25, 2019) - Hyatt Hotels Corporation (NYSE:H) today announced the opening of the 140-room Hyatt Centric Campestre Leon, marking the Hyatt Centric brand’s entry into Mexico. Hyatt Centric Campestre Leon is the latest hotel to join the global Hyatt Centric portfolio that is designed for a growing segment of savvy explorers seeking shareable moments to inspire others. The Hyatt Centric brand currently has 26 properties across 12 countries, including the U.S., Chile, Peru, Uruguay, France, Japan, Spain and more. Situated within Puerta Bajio, a leading mixed-use development in Leon’s “Golden Zone” area, the city’s epicen...
