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
Customer Experience Is Like Maintenance on Your Car
Shep Hyken | April 25, 2024
By Shep Hyken I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car. Regardless, it made me think that what looks good on the outside may not be so good on the inside. Unfortunately, there are businesses that fall into the same category as m...
Canadian Business Travel Is Forecast to Return to Pre-Pandemic Levels in 2024, Reaching $25.9 Billion USD and 13.5% Annual Growth
GBTA | April 25, 2024
GBTA’s Canada Conference spotlights the resurgence in business travel spending, evolving industry trends, recognition of association volunteers and introduction of new regional leaders Business travel in Canada is poised for a strong, evolving future, according to the takeaways and forecasts unveiled during the Global Business Travel Association (GBTA) Canada Conference 2024 held in Toronto this week, April 22-24. As the premier trade association and “voice” of the global business travel industry, GBTA welcomed business travel professionals, companies and guests from across Canada and beyond to the Beanfield Centre for its 20th ann...
Choice Hotels International Unveils Year of Sustainability Milestones in Newly Published 2023 Environmental, Social, and Governance Report
April 25, 2024
Highlights Include Committing to Reduce Greenhouse Gas Emissions, Incorporating Sustainability into Property Improvement Plans, and a Refreshed Approach to Human Trafficking Awareness and Prevention NORTH BETHESDA, Md., April 25, 2024 -- Choice Hotels International, Inc. (NYSE: CHH), one of the world's largest lodging franchisors, today published its 2023 Environmental, Social, and Governance Report. The report details Choice's latest initiatives to drive sustainability across its portfolio of hotels. This includes new and expanded requirements to help reduce utility usage and identify savings through its revamped Room to be Green ve...
FTC Announces Rule Banning Non-Competes
Michael H. Strub, Jr. | April 25, 2024
The U.S. Federal Trade Commission’s recent decision to ban non-compete agreements marks a pivotal shift in employment regulations nationwide. This rule not only prohibits new agreements but also retroactively impacts existing ones. From its broad definition of “worker” to its exceptions and impending legal challenges, understanding the nuances of this rule is crucial for employers preparing for compliance. JMBM Partner Michael H. Strub, Jr. explains the implications of this landmark decision. FTC Announces Rule Banning Non-Competes by Michael H. Strub, Jr., JMBM’s Litigation Group Employers throughout the country should be aware t...
More Preparation, Communication and Control: Hyatt Reveals Survey Findings on the Hotel Stay Needs of Neurodivergent Travelers
HYATT | April 25, 2024
Hyatt collaborates with KultureCity for a survey of more than 1,000 neurodivergent individuals and caregivers to drive research-supported action CHICAGO (April 25, 2024) – One in every four individuals in the U.S. has a sensory need or an invisible disability according to KultureCity, including those with autism spectrum disorder, dyslexia and attention-deficit disorder. With more than 90% of neurodivergent individuals and caregivers of neurodivergent individuals in the U.S. planning to travel at least one night this year, a new survey* led by Hyatt finds hotels can make their travel journeys, from pre-arrival to check-out, more seam...
Artemis Hotel Group Unveils Transformation at Hilton Garden Inn Stonecrest
ARTEMIS HOTEL GROUP | April 25, 2024
April 25, 2024, Stonecrest, GA— Artemis Hotel Group, a fully integrated hospitality company focused on investments in distressed, limited-service, and extended-stay hotels, announced today the completion of a full-scale renovation for the Hilton Garden Inn Atlanta East/Stonecrest, located in Lithonia, Georgia. The 110-room property managed by GF Hotels underwent an extensive transformation encompassing the entire property, including the exterior, guest rooms, corridors, and public areas. The guest room renovation included new case goods, soft goods, and updated bathrooms, providing a sophisticated and contemporary design catering to the...
Rahul Vir Named General Manager of Marriott Long Beach Downtown
Marriott Long Beach Downtown | April 25, 2024
LONG BEACH, Calif. -- Longtime hospitality industry veteran Rahul Vir has been named general manager of the new Marriott Long Beach Downtown, overseeing 140 employees as well as all day-to-day operations of the 376-room property. In his current role, he directs day-to-day management of the 12-story property and has been instrumental in spearheading a top to bottom renovation now underway. When complete in June of 2024, Marriott Long Beach Downtown will emerge with a modern and vibrant design encompassing all 376 rooms and suites, a stunning rooftop pool and deck with sweeping city and ocean views, a fresh new dining venue Local Current, a c...
Avison Young – Ten Years of Performance
Avison Young | April 25, 2024
ATLANTA – April 25, 2024 – Avison Young Hospitality Group releases today its Ten Years of Performance presentation. Last 10 Years Sales Performance...
MDM Hotel Group Names Florencia Tabeni Chief Operations Officer
MDM Hotel Group | April 25, 2024
MIAMI (April 25, 2024) – MDM Hotel Group, one of the nations’ most respected hotel owning companies and operators, has named Florencia Tabeni Chief Operating Officer (COO). Most recently VP of Hotel Operations & Development for MDM Hotel Group’s properties, in her expanded role she will be overseeing all aspects of sales & marketing, revenue management and human resources. She has also been fundamental in the latest property renovations. MDM Hotel Group owns and/or operations the JW Marriott Marquis Miami, Hotel Beaux Arts, JW Marriott Miami, Miami Marriott Dadeland and the Courtyard Miami Dadeland. ...
Oetker Collection Appoints Emanuela Setterberg Di Vivo as Managing Director of The Vineta, Palm Beach – Set To Open Q4 2024
Oetker Collection | April 25, 2024
With over 28 years of multifaceted luxury global hospitality experience, Emanuela Setterberg Di Vivo will lead The Vineta Hotel, as Oetker Collection drops anchor Stateside with its first U.S. opening Oetker Collection is delighted to announce that Emanuela Setterberg Di Vivo has been appointed Managing Director of its first North American Masterpiece Hotel, The Vineta, which will open its doors Q4 2024. Setterberg Di Vivo commenced her role today, 22 April 2024. With a career in the luxury hospitality industry spanning almost three decades, Setterberg Di Vivo brings her immense experience in the international luxury hotel space. C...
Marriott International Signs Agreement With NEOM to Bring the Ritz-Carlton Reserve to Trojena, the Mountains of NEOM
Marriott International, Inc | April 25, 2024
Marriott International, Inc. announced it has signed an agreement with NEOM to open its second Ritz-Carlton Reserve in Saudi Arabia. Anticipated to open in Trojena, a year-round mountain destination located in the northwest region of the country, the property will offer a complete escape into a private world of luxury. Designed for the most discerning travelers seeking a bespoke experience, Ritz-Carlton Reserve properties are tucked away in handpicked corners of the world. Highly personalized service is centered around human connection while the design is reflective of the vision, experiences, and natural environment of the destination, ...
TETRA Hotel, An Autograph Collection Hotel and AC Hotel® Sunnyvale Moffett Park Appoint New Food and Beverage Team
TETRA Hotel, an Autograph Collection Hotel | April 25, 2024
Silicon Valley Campus-Style Destination Appoints New Executive Chef and Food & Beverage Director April 25th, 2024 (Sunnyvale, CA) - TETRA Hotel, an Autograph Collection Hotel and AC Hotel® Sunnyvale Moffett Park announce Paul Rohadfox as Executive Chef and Luis Munoz as Director of Food and Beverage for the campus-style destination in Silicon Valley. Situated among the area’s top tech campuses, TETRA Hotel and AC Hotel feature multiple food and beverage concepts including TETRA’s signature restaurant Adresita, Japanese whisky bar Nokori, the AC Lounge®, AC Kitchen® and GIN BAR @ AC. The team will be working closely to refresh me...
Numo Hotels & Resorts to Debut Numo Mykonos in the Cyclades
April 25, 2024
In Mykonos, the most cosmopolitan island of the Cyclades, the new chapter of Numo Hotels & Resorts offers a new take on authentic hospitality offering a distinctive high-aesthetic resort. Following the success of Numo Ierapetra in Crete, Numo Hotels & Resorts introduces its second project, this time in the Cyclades. Numo Mykonos will debut in Q2 2024 on the east of the island, at Kalafati. This beach, a favourite among surfers worldwide, served as the base for the island's first surf club, its name revealing its special connection to maritime art; "kalafatis" refers to the craftsmen who sealed cracks in old wooden ships. This bo...
Coast Hotels Celebrates Its Top Achievers
Coast Hotels | April 25, 2024
Vancouver, B.C. – April 25th, 2024 – Coast Hotels Limited, a fully owned subsidiary of APA Hotel Canada, Inc. and one of North America’s fastest-growing and one of Canada’s largest hotel brands, has announced the recipients of its 2023 Coast Hotels Awards during its annual brand conference, held at the Coast Nisku Inn & Conference Centre, Nisku, AB. Coast Hotels recognizes and celebrates Ambassadors, hotel teams, and leaders who demonstrate a commitment to hospitality excellence, outstanding guest experience, and business performance each year. “Our Ambassadors and operators truly went above and beyond last year and we are de...
Wait Lines May Boost Perceived Popularity of Restaurant Brands
Penn State School of Hospitality Management | April 25, 2024
UNIVERSITY PARK, Pa. — Restaurants can benefit from keeping their customers waiting, according to a new study from researchers in the Penn State School of Hospitality Management. The research, led by Associate Professor of Hospitality Management Breffni Nooneand published in the International Journal of Hospitality Management, found that the presence of a pre-process wait line, such as waiting to be seated at a restaurant, can increase perceived brand popularity of the business among first-time customers. This effect is increased when paired with a brand popularity statement from an organization that is independent of the restauran...
Le Méridien Fort Worth Downtown Selects General Manager and Director of Sales
Le Méridien Fort Worth Downtown | April 24, 2024
Seasoned Hospitality Professionals To Open Fort Worth’s first Le Méridien FORT WORTH, TX [April 24th, 2024] - Le Méridien Fort Worth Downtown, the eagerly awaited boutique hotel set to debut in the summer of 2024, is delighted to announce the appointment of Chase Chasteen as general manager and Dawn Freeman as the director of sales. Developed in collaboration with premier real estate investment and development company, Blueprint Hospitality, and managed by Remington Hospitality, this 14-story hotel is poised to open its doors in the summer of 2024, paying homage to the city's rich history and dynamic present. "We are thrilled to ha...
AKA Welcomes Hotel AKA Washington Circle to the DMV Metro Area
AKA | April 24, 2024
(Washington D.C.) April 24, 2024 – AKA, a global leader in luxury hospitality and the creator of the World’s Most Livable Hotels® continues to invest in the DMV metro area and today announces the opening of Hotel AKA Washington Circle. The 151-room property is the newest addition to the AKA portfolio after undergoing a full interior design transformation. Globally renowned firm Gensler, the architect of record and design architect, led the redesign of the exterior and reimagined public spaces. Located in the vibrant Foggy Bottom/West End neighborhood, which is situated in downtown Washington, D.C., it’s steps away from the nation’...
Valor Hospitality Partners Selected to Manage DoubleTree Suites by Hilton Hotel Huntsville South
VALOR HOSPITALITY PARTNERS | April 24, 2024
The Hilton property will offer premium location and amenities for travelers and locals in Northern Alabama ATLANTA, April 24, 2024 – Valor Hospitality Partners continues to expand its North American portfolio through a recent management acquisition with DoubleTree Suites by Hilton Hotel Huntsville South in Huntsville, Alabama. With extensive hotel management experience in the southeastern region of the United States, Valor will infuse innovative strategies and operational excellence aimed at driving revenue growth and guest satisfaction in this new location. Under Valor Hospitality Partners' stewardship, DoubleTree by Hilton Hotel ...
Virgin Hotels Chicago Names Anderson Foote as New General Manager
Virgin Hotels Chicago | April 24, 2024
CHICAGO, IL - April 24, 2024 - Virgin Hotels Chicago, the brand’s flagship property located in the bustling Loop neighborhood, is thrilled to announce Anderson Foote as the hotel’s new General Manager effective March 18, 2024. In this role, Foote will oversee the operations of the 250-room luxury lifestyle hotel as well as popular dining outlets Miss Ricky’s, Two Zero Three, and Cerise Rooftop. With over 19 years of hospitality experience, Foote brings a wealth of knowledge in hotel operations, guest experience, and revenue management. Prior to joining Virgin Hotels, Foote led the operational success of The Graduate Evanston where he...
Round Hill Hotel and Villas Appoints Josy Karabolad as Head of Global Sales and Marketing
Round Hill Hotel and Villas | April 24, 2024
Montego Bay, Jamaica - April 24, 2024 – Round Hill Hotel and Villas Managing Director Mr. Josef Forstmayr is pleased to announce the appointment of Ms. Josy Karabolad as Head of Global Sales and Marketing. With a distinguished career spanning more than 15 years in the luxury hospitality industry, Ms. Karabolad brings a wealth of experience and expertise to the iconic Montego Bay resort. In her new role, she will be responsible for driving revenue growth, expanding brand presence and enhancing the guest experience through innovative sales and marketing strategies. "We are delighted to welcome Josy into the Round Hill family," said Forstmay...
California’s Estancia La Jolla Hotel & Spa Completes $26 Million Property-Wide Renovation
Estancia La Jolla Hotel & Spa | April 24, 2024
Storied La Jolla retreat enters next chapter of excellence following multi-phase renovation LA JOLLA, Calif. (April 24, 2024) – Estancia La Jolla Hotel & Spa, an award-winning Noble House Hotels & Resorts property in the San Diego area owned by Pebblebrook Hotel Trust, today announced the completion of its property-wide, $26M renovation and redevelopment as it celebrates its 20th anniversary this year. A nod to its heritage with historic touches masterfully blended with modern design, Estancia La Jolla’s refreshed experience includes elevated guest rooms and suites, a new lobby and pool complex and upgraded meeting and group spac...
Schwartz Family Company Acquires Leura Gardens Resort
Schwartz Family Company | April 24, 2024
Schwartz Family Company has acquired a prized Blue Mountains resort to strengthen its position as the region’s premier leisure and conference provider. Leura Gardens Resort consolidates the Schwartz Family Company presence in the Blue Mountains, joining the award-winning Fairmont Resort Blue Mountains and Leura Golf Club, all within a few minutes' drive of each other. Leura Gardens Resort is the 15th hotel in the Schwartz hotel network and was acquired for $25 million from the Elanor Hotel Accommodation Fund. The recently refurbished Leura Gardens Resort is an expansive 92-room hotel set in four and a half acres of landscaped...
Onsite Culinary Experiences and Guest Transformation
Adam Mogelonsky, Larry Mogelonsky | April 24, 2024
For the purposes of the hospitality industry, transformative experiences refer to activities or encounters that not only provide immediate enjoyment but also leave individuals in a better state than they were before. This could include educational sessions, immersive interactions or engaging activities that promote personal growth or wellbeing. One area where this transformation is prominently being incorporated into hotel programming is through culinary experiences. Properties like the Four Seasons Resort Bali at Sayan offer cooking classes where guests can learn about traditional Balinese cuisine, while the Ritz-Carlton, Kyoto hosts tea ...
Canadian Hotelier Sukhdev Toor Announces 2024 Opening of First TOOR Hotel in Downtown Toronto
TOOR Hotel | April 24, 2024
This design-forward property in downtown Toronto will offer bespoke stays and premium rental residences with unparalleled lake and city views TORONTO, April 24, 2024 - Visionary Canadian hotelier, Sukhdev Toor announces the first TOOR Hotel: a distinct lifestyle hotel and residences located in downtown Toronto. This boutique property will offer 232 guest rooms and suites, as well as 181 premium residential rental units. The project will feature a modern French-inspired bistro and bar set over two floors, valet parking, a 1,500 square foot fitness centre and yoga studio, a 3,000 square foot terrace, and an additional 1,100 square feet...
