The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
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Spokane Tribe Resort & Casino Partners With Travel Outlook to Elevate Guest Service Experience
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The Tipping Point for Innovations in Vacation Rental and Timeshare Technology
Karen O'Neill | July 22, 2019
By Karen O'Neill As Malcolm Gladwell points out, “Look at the world around you. It may seem like an immovable, implacable place. It is not. With the slightest push—in just the right place—it can be tipped.” This rings especially true for the vacation rental and timeshare market which simply isn’t what it used to be. With the emergence of the sharing economy came the subsequent digitization of rental processes and later, the creation of the original vacation rental listing site, VRBO, in the late 90s. Fast forward to today, and the digital rental marketplace is not only alive and well — but utterly transformed. Airbnb and Hom...
New Castle Hotels & Resorts Opens Dual-Branded Courtyard and Residence Inn in Dartmouth, Nova Scotia
Courtyard by Marriott | July 19, 2019
Dartmouth, NS – July 19, 2019 – Marriott International, Inc. announced today the opening of a new 196-room dual-branded Courtyard and Residence Inn by Marriott hotel in Dartmouth, Nova Scotia. Located at 35 Shubie Drive, the Courtyard and Residence Inn Halifax Dartmouth hotels are owned in a partnership between Southwest Properties, JLK Global Fund International (JLK) and New Castle Hotels & Resorts, and operated by New Castle Hotels & Resorts of Shelton, Connecticut. The property will celebrate a grand opening event on Thursday, August 1, 2019 from 4:00 p.m. – 6:00 p.m. The hotel includes an indoor pool with 151-foot watersl...
Get Over It and Move On
Shep Hyken | July 19, 2019
By Shep Hyken Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day or your week. Make you irritable and not pleasant to be around. Or… you can get over it and move on! Just a few weeks ago the St. Louis Blues hockey team, which I’m a huge fan of, won the Stanley Cup championship against the Boston Bruins. They went all the way to Game Seven. For those that don’t know, all the Stanley Cup games leading up to and including the finals are played as a best of seven series. The first t...
The Ritz-Carlton, St. Thomas Makes Its Return Following $100 Million Renovation
The Ritz-Carlton Hotel Company | July 19, 2019
St. Thomas, U.S. Virgin Islands (July 19, 2019) – Marking a new era in its legacy, The Ritz-Carlton, St. Thomas is reopening its doors December 2019, following a period of extensive enhancements. The all-encompassing $100 million project includes fully reimagined and redesigned public spaces, rooms and suites, event and meeting space, and dining venues inclusive of a new culinary concept. Situated on 30 acres of cascading grounds, The Ritz-Carlton, St. Thomas will have a refreshed look and feel, introducing a pristine white palette with splashes of color inspired by the sparkling sea and a renovated landscape filled with lush tropical pl...
Gold Key | PHR’s Marriott Virginia Beach Oceanfront in Virginia Beach, VA to Launch Early 2020
Gold Key | PHR | July 19, 2019
VIRGINIA BEACH, VA (July 19, 2019) - Gold Key | PHR’s $125M oceanfront hotel, the Marriott Virginia Beach Oceanfront in Coastal Virginia, is now taking reservations in advance of its early 2020 projected opening. The Marriott Virginia Beach Oceanfront is the second phase in a three-phase $350M masterplan, which includes The Historic Cavalier Hotel and Beach Club, The Cavalier Residences, 42 Ocean luxury condominiums, the new Marriott Virginia Beach Oceanfront, and a phase three which will include an additional hotel. The three phases will create an all-in-one resort experience for locals and visitors, offering a unique collection of unpa...
QHotels Breaks Ground on Springhill Suites by Marriott Slidell
QHotels | July 19, 2019
LAPLACE, LA. JULY 19, 2019 - The city of Slidell, Louisiana welcomes QHotels as the chosen developers with rich experience and sustained success in hospitality. Their 21-year history of hotel operations has produced strong results with both high occupancy percentages and fair room rates throughout their portfolio. Through the partnership, LD Capital, QHotels has secured $4 million in funding for the hotel from the EB-5 Investment Program. LD Capital is proud to bolster the local economy with international capital, 94 new full-time jobs and additional construction jobs in a target employment area. “We look forward to the completion of ...
Zadún, a Ritz-Carlton Reserve Plans October 2019 Opening in San José del Cabo, Baja California
The Ritz-Carlton Hotel Company, LLC | July 19, 2019
Zadún, a Ritz-Carlton Reserve, the latest bespoke resort in the prestigious Ritz-Carlton Reserve portfolio, is excited to announce that reservations are open for stays beginning October 15, 2019. The name Zadún is inspired by the Spanish word “dunas” and the dunes the resort is nestled amidst. Set along the dramatic coastline of San José del Cabo, Mexico, in the coastal haven of Puerto Los Cabos, Zadún will offer panoramic views of the Sea of Cortez. This much-anticipated new resort marks the fourth extraordinary property in the Ritz-Carlton Reserve portfolio. Created to offer the ultimate in luxury, the striking design of Zadu...
Mauna Kea Resort Names Todd Oldham Director of Food & Beverage
Prince Resorts Hawaii Inc. | July 19, 2019
KOHALA COAST, HI (July 19, 2019) – Mauna Kea Resort, comprised of iconic properties Mauna Kea Beach Hotel and The Westin Hapuna Beach Resort, proudly announces the appointment of Todd Oldham as Director of Food & Beverage. In this role, Oldham will oversee all food and beverage operations at the eight bars and restaurants across both Big Island properties, including elegant bay-view restaurant Manta, craft cocktail favorite Copper Bar and the Mediterranean-inspired Meridia that recently opened following a $46 million renovation to Westin Hapuna Beach Resort in Summer 2018. “The new go-to for all culinary programming, Todd’s str...
Crescent Hotels & Resorts Hires Nancy Johns as VP Digital Strategy
Crescent Hotels & Resorts | July 19, 2019
Washington, DC (July 19, 2019) – Michael George, Chief Executive Officer of Crescent Hotels & Resorts, announced today that the hotel and resort management company has hired Nancy Johns as Vice President of Digital Strategy. Crescent Hotels & Resorts is an award winning, nationally recognized operator of major hotels and resorts throughout the United States & Canada. In this role, Johns will lead and manage execution of corporate and property marketing strategic goals, specifically those eCommerce related activities such as content management, direct marketing, placement and distribution of strategy and reputation management ...
ABC(3): Above and Beyond Plus 3 Cs to Deliver!
Roger Wolkoff | July 19, 2019
By Roger Wolkoff I'm guessing you've heard the phrase "above and beyond" before, especially when it comes to delivering exceptional customer service and care to your clients. But I'll wager that you haven't heard how you can use the ABC(3) model of customer service to deliver on "above and beyond." The C(3) or "C to the third power" part of the model gives you three ways to deliver on above and beyond. Perhaps you're new to the service industry. Or maybe you've spent years delighting and thrilling customers. Somewhere along your journey, you've read or heard the phrase go "above and beyond." Here are three perspectives to consider when...
Carté® Hotel San Diego Downtown, Curio Collection by Hilton Expands Leadership Team Ahead of Summer Opening
Carté Hotel | July 19, 2019
SAN DIEGO – July 19, 2019 – Carté® Hotel San Diego Downtown, Curio Collection by Hilton property and first-of-its-kind lifestyle hotel, announced today the appointment of Henri Birmele as general manager, Chans Rock as director of food and beverage and MarQuies Willis as director of sales and marketing. All three will play pivotal roles in the opening of the new 246-room boutique hotel, set to open its doors in San Diego’s vibrant Little Italy neighborhood this summer. As general manager of Carté Hotel, Henri Birmele will lead day-to-day hotel operations, guest relations and strategic planning for the hotel’s upscale experience....
The Suite Spot for Family Travel: Development Insights for Attracting Summer Travel Demand
Daniel McCoy | July 19, 2019
By Daniel McCoy As a hotel development consultant, my work experience offers my family some helpful insight, and plenty of annoying hotel-geek commentary, in planning our stays. My experience as a family traveler also informs my consulting perspective and helps provide a real-world basis for the advice I provide to clients. The number one insight from my experience on the road with the fam is the value of suites. While typically considered in the context of extended-stay hotel demand, studio and one-bedroom suites offer traveling families much desired space. After hours upon hours crammed in a car together, most families need the extra ...
Wyndham Grand Rio Mar Puerto Rico Golf & Beach Resort Appoints Senior Sales Manager Rosa Luke
Wyndham Grand Rio Mar Puerto Rico Golf & Beach Resort | July 19, 2019
RIO GRANDE, Puerto Rico (July 19, 2019) – Wyndham Grand Rio Mar Puerto Rico Golf & Beach Resort, recognized as one of TIME Magazine’s 2018 World’s Greatest Places, announces the appointment of Rosa Luke as Senior Sales Manager overseeing the Midwest and Western U.S. regions. Based in Chicago, Ill., Luke is a seasoned sales and marketing professional with over 20 years of experience in the hospitality and convention destination marketing industries. In her new role, Luke will drive sales to the 400-room resort, which is located on 500 acres along a mile-long section of golden beach adjacent to the El Yunque National Rainforest ...
Country Inn & Suites Opens Hotel in Sevierville, TN Following a Multimillion Dollar Renovation
Country Inn & Suites by Radisson | July 19, 2019
Minneapolis (July 19, 2019) - Country Inn & Suites by Radisson, a leading upper midscale hotel brand, today announced the opening of Country Inn & Suites by Radisson, Sevierville, TN located at 2863 Winfield Dunn Parkway. The hotel’s opening follows a multimillion dollar renovation featuring the brand’s modern designs with updated interiors and spacious guest rooms and suites. Conveniently located off Interstate 40, the hotel makes for an ideal home base for guests traveling to major cities like Knoxville and Pigeon Forge, as well as nearby attractions such as Great Smoky Mountains National Park, Dollywood and NASCAR SpeedPark Smo...
In the Poker Game of Hotels, Resort Fees Are the Rake
David Eisen | July 18, 2019
By David Eisen Nothing irks people more than paying for something they don’t need or use. I once paid $50 for a pair of pants I never ended up wearing—but that’s on me. I’m to blame. It’s another thing altogether when you are forced to pay for a pair of pants that you didn’t want in the first place. What hotels call resort, or facility, or destination fees, are kind of like that pair of trousers you never planned on buying or wearing. Within hotels, those pants are things like the gym, beach chair use, pool towel service and other nonoptional charges to the guest that are not included in the initially quoted room rate. I,...
GDPR Comes to California. Is Your Hotel Compliant?
Tambourine | July 18, 2019
By Tambourine GDPR: One Year Later It all started across the pond, when the European Union’s 2018 General Data Protection Regulation (GDPR) took effect on May 25, 2018. It mandated that companies do more to protect the personal data of consumers. In short—if hoteliers marketed to European Union citizens without the proper permission, then they were in violation and could be fined. How that might have looked in practice: If a hotel captured the email of an EU citizen using the wifi on property. And then sent an email to them without having captured the proper consent, they would be in violation. Initially, the new law made...
Hospitality Management: What Are Millennials Looking for in Their First Job?
Alexandra Marinova | July 18, 2019
What should millennials' ideal employer offer to attract them: more money, great reputation or a good working environment? A survey of graduating students from four Swiss hotel schools provides valuable insights. By Alexandra Marinova My thesis set out to answer these questions, based on a sample of 525 graduating students from four Swiss hotel management schools: EHL, Les Roches, Glion and SHL (Schweizerische Hotelfachschule Luzern). Specific emphasis was placed on the Employer Branding aspects which employers can offer in order to appeal to the young graduates. What is Employer Branding? This concept has been gaining popular...
Hotel Franchising in Europe 2019 – The Push Continues for New Ways to Expand
Stephen Collins | July 18, 2019
Hotel Franchising in Europe is an update of our previous report published in 2014. The report aims to assist owners in increasing their understanding and awareness of the franchise business model and current market trends. The fees outlined in this report apply solely to hotels operating in Europe. By Stephen Collins, Sophie Perret Introduction The slew of acquisitions and mergers in the hotel industry over the past few years has rapidly changed the landscape. The ‘big’ brands are larger than ever and must continue to drive growth, lest they fall behind their peers. Their coverage, loyalty programmes and distribution channels are ac...
Omni Hotels & Resorts Named as Flag for New Hotel at Viking Lakes Developed With MVE Hotel
Omni Viking Lakes Hotel | July 18, 2019
EAGAN, MINN. (July 18, 2019) – Omni Hotels & Resorts announced today its newest hotel with Omni Viking Lakes Hotel, a four-star, full-service hotel located in the Viking Lakes development in Eagan, Minnesota. Omni joins MV Eagan Ventures; Ecolab; the Davis Family of Cambria; and Viking Lakes Hotel Physician Partners as ownership partners of MVE Hotel, LLC. “Omni Hotels & Resorts has extensive experience and a strong record in designing and operating luxury hotels and resorts across the country,” said MV Eagan Ventures Owner Mark Wilf. “The company’s expansion into Minnesota is a testament to this market and to the overa...
Radisson Hotel Group and Bülow AG Sign Deal for Porsche Design Tower Stuttgart
Radisson Blu | July 18, 2019
Brussels/Stuttgart - July 18, 2019 -- Radisson Hotel Group is pleased to announce the signing with Bülow AG for a new Radisson Blu hotel at the Porsche Design Tower Stuttgart, Germany. The Radisson Blu Hotel at Porsche Design Tower Stuttgart represents an exciting collaboration with developer Bülow AG. The design of the Porsche Design Tower Stuttgartwas developed in close collaboration with Studio F. A. Porsche, Zell am See. With its excellent location in the heart of Europe, the south German metropole is a perfect fit for Radisson Blu, Europe’s leading hotel brand in the upper upscale segment. Elie Younes, Executive Vice President &am...
Dimension Development Adds Iconic JW Marriott Houston Downtown to Its Portfolio
Dimension Development Co. | July 18, 2019
Houston, TX. (July 2019): Dimension Development is named management company of the JW Marriott Houston Downtown. This addition marks their 69th hotel in the portfolio and the result of a large-scale expansion initiative. “This beautiful hotel is a clear example of the type of assets we are partnering with ownership groups to acquire and manage. Additionally, hotels such as the JW Marriott Houston Downtown and the additional luxury properties we have in the pipeline, provide incredible opportunities for our associates to learn and grow their careers,” said Michael Hildum, Vice President of Operations for Dimension Development. Anthon...
Global Connections, Inc. (GCI) Beso Del Sol Receives “Loved by Guests Award”
Global Connections, Inc. | July 18, 2019
Hotels.com Celebrates Exceptional Experiences DUNEDIN, FL— (July 18, 2019) –Beso Del Sol Resort (Dunedin, FL), owned and managed by Global Connections, Inc. (GCI), has been selected for the Hotels.com 2018 “Loved by Guests” Award. GCI, the highly respected travel club developer, fulfillment and service provider, owns and manages six resorts in popular vacation destinations. One of these resorts, GCI’s Beso Del Sol, embodies the charm and hospitality of “Old Florida” making it a year- round paradise and a picturesque site for special occasions. Hotels.com “Loved by Guests” global awards celebrate the properties that gue...
YOTEL Signs With Cornerstone Partners Group for First Australian Hotel: YOTEL Melbourne
July 18, 2019
MELBOURNE, Australia, July 18, 2019 -- YOTEL today announced its first hotel in Australia: YOTEL Melbourne, slated to open in 2022. The hotel has been signed under a management agreement with Cornerstone Partners Group, an integrated hospitality asset owner and developer with offices in Malaysia, Taiwan and Australia. The 244-room property will be located on 63-69 City Road in Southbank – within walking distance of Melbourne's CBD, the Arts Precinct, Federation Square and the Melbourne Cricket Ground – to name a few. YOTEL Melbourne will be a flagship property for YOTEL in Australia, featuring the brand's latest generation of cabins...
The Wigwam in Phoenix’s West Valley Appoints Katy Powers as Managing Director and General Manager
The Wigwam | July 18, 2019
July 18, 2019 (Litchfield Park, Arizona) – The Wigwam, currently celebrating 90 years of welcoming guests to the desert oasis just outside of Phoenix, Ariz., has appointed Katy Powers as Managing Director and General Manager. Powers returns to the historic Southwestern resort after two years spent gaining additional industry experience and wisdom. She now rejoins The Wigwam to lead all on-property operations and ensure guests of the storied resort enjoy a memorable stay with reliable AAA Four-Diamond service. “Katy brings with her an incredible understanding of the Southwestern hospitality landscape and has seen a great deal of success...
