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
Why Prioritize Attribute-Based Shopping in 2024
Adam and Larry Mogelonsky | April 3, 2024
By Adam Mogelonsky, Larry Mogelonsky Exploring the significance of attribute-based selling (ABS) for 2024 requires a nuanced understanding, particularly in light of pivotal events shaping the hospitality landscape. Consider the landmark moment in early December 2020: the much-anticipated Airbnb IPO, which saw the home-sharing platform soar to a staggering $100+ billion market capitalization on its opening day. This valuation surpasses that of industry giants like Booking Holdings and major hotel brands combined, underscoring Airbnb's dominance and offering key insights into evolving traveler behaviors. While some may dismiss Airbnb's st...
KSL Resorts Appoints Greg Kennealey as New Chief Executive Officer
KSL Resorts | April 3, 2024
Greg Kennealey to Head Leading Hospitality Company IRVINE, Calif. – KSL Resorts (KSLR) announced today the appointment of industry leader Greg Kennealey as its new chief executive officer. In his new position, Kennealey takes charge of overseeing the operation, development and strategic direction of KSLR and its growing portfolio of resort properties. Kennealey succeeds Scott Dalecio, who will step down as CEO but continue as a senior advisor to KSLR and executive chairman of Outrigger Resorts & Hotels. A former principal and head of hospitality at KSL Capital Partners (KSLCP), a global leader in hospitality, travel and leisure in...
High Cost of Borrowing Contributes to 19% Fall in European Hotel Transactions in 2023, Says HVS Report
HVS | April 3, 2024
03 April 2024, London: High inflation and interest rate rises had a major impact on the European hotel investment market last year, slowing transaction activity and taking volumes 19% lower than in 2022, the second lowest level of investment in the past decade, according to the HVS European Hotel Transaction Report from global hotel consultancy HVS London and its hotel brokerage arm HVS Hodges Ward Elliott. Transaction volume across Europe reached €10.7bn, with 388 hotels* changing hands – and an average price per hotel that was 9% lower than in the previous year, although significantly ahead of the transaction volume in the year...
Cornell Study Shows How Tax Reform Could Boost Hospitality Investment
AHLA | April 3, 2024
WASHINGTON (April 3, 2024) – The Tax Relief for American Families and Workers Act of 2024, H.R. 7024, could provide substantial tax relief to hotels across the country, incentivizing investments in renovations and property upgrades, according to a Cornell University study commissioned by the American Hotel & Lodging Association. The study, conducted by Cornell’s Center for Hospitality Research, highlights how hotels of all sizes and service levels stand to benefit from H.R. 7024’s provisions to extend 100% bonus depreciation and expand deductibility of business interest. The bipartisan bill to temporarily extend these provisi...
Successfully Fielding Legitimate Guest Complaints AND How to Stop the “Full Refund Scammers”
Doug Kennedy | April 3, 2024
Sponsored By Travel Outlook, Better Talent, and Track Hospitality Software Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, April 19, from Noon – 12:45pm EST. REGISTER HERE “While the vast majority of guests who complain simply want to be heard and have their issues resolved, a small but vocal minority intentionally seek out issues they can use to argue for compensation, discounts, or even a full refund,” said KTN President Doug Kennedy. “Unfortunately, untrained staff and first-level supervisors cave all too easily, and worse yet, grow cyn...
ASSA ABLOY Acquires Messerschmitt Systems
ASSA ABLOY Global Solutions | April 3, 2024
Latest acquisition adds a wide range of access control and intelligent room control systems to the ASSA ABLOY Global Solutions’ portfolio under the Vingcard brand, part of business area Hospitality. Stockholm –April 3, 2024 –ASSA ABLOY Global Solutions is now announcing the acquisition of Messerschmitt Systems, an internationally renowned manufacturer of access and room control hardware and software. Founded in Germany in 1985, Messerschmitt Systems specializes in serving the needs of hotels, with its solutions able to seamlessly integrate with the leading PMS platforms in use by today’s industry businesses. Messerschmitt Systems wi...
Sky Rock Sedona, Tribute Hotel by Marriott, Debuts as Sedona’s Newest Boutique Hotel
Sky Rock Sedona | April 2, 2024
SEDONA, AZ. (April 2, 2024) – Sky Rock Sedona officially announces today its debut following an extensive property-wide transformation and transition to a Tribute Portfolio hotel by Marriott. Managed by Remington Hospitality, the 109-room boutique hotel and buzzy dining hotspot, Bar WooWoo, joins Tribute Portfolio’s growing global family of characterful, independent hotels drawn together by their passion for captivating design and their drive to create vibrant social scenes for guests and locals alike. “We are incredibly excited to welcome guests to the new Sky Rock Sedona and serve as a portal into the destination for guests with ...
TradeWinds Island Resorts Names Kerry Mitruska Director of Sales & Marketing
TradeWinds Island Resorts | April 2, 2024
PETE BEACH, Fla. (Apr. 2, 2024) – The TradeWinds Island Resorts – the Island Grand Resort and RumFish Beach Resort – located along 40 acres of sugary white beach on the island of St. Pete Beach, Florida, has announcedKerry Mitruskaas Director of Sales & Marketing. In this position, Mitruska will develop and lead new business opportunities for the popular beachfront landmark. He will also support prospective accounts and mentor and collaborate with inside sales team members. A member of the resort executive team, Mitruska will maintain relationships with area visitor bureaus, travel agents, meeting planners, and other travel trade in...
DoubleTree by Hilton Hotel Tulsa Downtown Completes Multimillion-Dollar Renovation
DoubleTree by Hilton Hotels Tulsa Downtown | April 2, 2024
TULSA, Okla., April 2, 2024 -- DoubleTree by Hilton Hotels Tulsa Downtown, comprised of 411 guestrooms and suites connected by sky bridge to the Cox Business Convention Center as its headquarter hotel, announces the completion of an extensive $7 million renovation. The new revitalization debuts a relaxing aesthetic to its accommodations, restoration of common areas and restaurants, fitness center upgrades, and new gift shop with barista bar at Made Market. "Our approach with this renovation was very intentional," said, Charles DiClemente, general manager. "We have thoughtfully integrated a combination of comfort and sophistication in e...
Novotel Makes Debut in Phnom Penh With Opening of Novotel Phnom Penh BKK 1
Novotel | April 2, 2024
Novotel Phnom Penh BKK 1 introduces innovative and instinctive hospitality to Boueng Keng Kang 1, a lively neighborhood celebrated for its culinary, business, and entertainment offerings. Novotel Hotels, Suites & Resorts, one of the most well-known brands of leading hotel operator Accor, has made its debut in Phnom Penh, Cambodia, with the opening of Novotel Phnom Penh BKK 1. Incorporating a modern, intuitive design, a relaxed social hub, and a range of dining and wellness options, this newly constructed hotel provides seamless experiences, enabling both business and leisure travelers to prioritize what matters most to them. “Th...
Gaining Control of Utility Costs
Robert Mandelbaum | April 2, 2024
By Robert Mandelbaum, Joe Snider Over the past four years, utility costs at U.S. hotels have increased at a pace greater than total operating revenue. As a result, utility department expenses increased from 2.9 percent of total revenue in 2019 to an estimated 3.3 percent in 2023. As hotels have struggled to recover from the pandemic, any rise in cost ratios is an area of concern for owners and operators. The good news is that the pace of growth appears to be slowing down. Year-over-year growth rates for utility expenditures have declined on a dollar per-available-room (PAR) basis from a high of 21.4% in 2022 to an estimated 4.0% in 2023...
Wyndham Enters Upscale Extended Stay With WaterWalk
WaterWalk | April 2, 2024
11 hotel portfolio rebrands as WaterWalk Extended Stay by Wyndham WaterWalk Extended Stay by Wyndham marks Wyndham's 25th brand, complimenting Wyndham’s existing economy and midscale extended stay brands. PARSIPPANY, N.J., April 2, 2024 -- Wyndham Hotels & Resorts is expanding into the upscale extended stay segment, launching a strategic relationship with industry innovator WaterWalk. The deal adds 11 hotels and over 1,500 rooms to the Wyndham ecosystem, rebranding them under the newly created WaterWalk Extended Stay by Wyndham brand, the 25th in Wyndham's portfolio. Located in key markets such as Tucson, Jacksonville and Wichita,...
Gregory Stubbs Appointed General Manager at Resorts World Bimini
RESORTS WORLD BIMINI | April 2, 2024
BIMINI, THE BAHAMAS – Resorts World is pleased to announce the promotion of hospitality veteran Gregory Stubbs to General Manager of its luxury resort, Resorts World Bimini, located on the island of Bimini in the Bahamas. In this new role, Stubbs will lead the team in providing outstanding service and oversee operations of the hotel’s 305 guest rooms and suites, four on-site pools, Serenity Spa, restaurants and bars, Fisherman’s Village – an authentic shopping experience and The Resorts World Bimini Beach - a 4.5 acre private beach and lounge. A Nassau-native, Stubbs brings 40 years of industry experience to the role. He joined ...
Ocean City’s Ashore Resort & Beach Club Appoints Nate Leonard as New Executive Chef
ASHORE RESORT & BEACH CLUB | April 2, 2024
Culinary Connoisseur Nate Leonard to Lead the Coastal Resort’s Five New Dining Outlets Ocean City, MD (April 2, 2024) – Ashore Resort & Beach Club, the newly renovated coastal haven nestled along Ocean City's pristine shores, announces the appointment of Nathaniel (Nate) Leonard as executive chef. With an impressive culinary background and a passion for creating memorable dining experiences, Chef Leonard is poised to further elevate the resort as an enticing travel and dining destination along the Maryland coast. Chef Leonard will lead all culinary-related operations, including banquets, events, weddings and the resort's five new coa...
ASSA ABLOY Global Solutions Makes Vingcard the Main Brand for Hospitality Business Area
Vingcard | April 2, 2024
Hospitality's next chapter combines widespread brand recognition and trust with a heightened commitment to redefining the future of end-to-end security and efficiency. Stockholm –April 2, 2024 – ASSA ABLOY Global Solutions is announcing that its Hospitality business area will make Vingcard its main brand. Vingcard has a history of offering enhanced security across industries for almost 50 years, and it reinforces its commitment to quality service and customer satisfaction. For the core hospitality segments and adjacent markets, this includes continuing to expand and push the limits in technology innovation, including leading new advanc...
HSMAI South Florida DMO Achievements & 2024 Forecast Luncheon Highlights Successes and Strategies for Tri-County Tourism Promotion
April 2, 2024
FORT LAUDERDALE, FL - April 2nd, 2024 -- On Thursday, March 28th, the HSMAI South Florida Chapter hosted the Annual South Florida DMO Achievements & 2024 Forecast Luncheon at the Hyatt Centric Las Olas Fort Lauderdale. The event brought together a diverse audience of sales, marketing and revenue management industry leaders seeking insights into the future of the Tri-County tourism promotion.Christina Davis, Co-President of HSMAI South Florida, served as the event's host, while Dr. Peter Ricci, Co-President of HSMAI South Florida, expertly moderated the panel of speakers. The panel featured distinguished representatives from leading Destin...
Sonnenblick-Eichner Company Arranges $19,500,000 of First Mortgage Financing for Texican Court, Irving, Texas
Sonnenblick-Eichner Company | April 2, 2024
Los Angeles, California – Sonnenblick-Eichner Company on behalf of Valencia Hotel Group, has arranged $19.5 million of first mortgage debt to refinance the Texican Court hotel in Irving, Texas. The non-recourse five-year, fixed-rate loan was funded by a Wall Street investment bank. The loan is interest-only for the entire term at an interest rate of 7.74%, which included a buydown of the rate required by the lender. Built in 2019, the 152-room upscale boutique hotel features a retro-aesthetic design of the mid-century motor court with elements inspired by “Old Texas” architecture. Amenities include a full restaurant, poolside bar,...
Cloud5 Names Fred Reeder as Senior Vice President of Sales and Business Development
Cloud5 Communications | April 2, 2024
Chicago, IL — April 2, 2024, Cloud5 Communications, the leading provider of IT and communications solutions and services for more than 5,000 hotels across the Americas, has today announced the appointment of hospitality technology veteran, Fred Reeder, as Senior Vice President of Sales and Business Development. Reeder has decades of experience aligning technology and services with the latest hospitality business needs – and building robust, effective sales teams to serve those needs. Most recently, he served as the principal and head of HBR Global, a management consulting firm focused on sales optimization; global sales and channel...
Customer Experience Management: Business vs. Customer Expectations
April 1, 2024
If you operate in the hotel or hospitality industry, you’ll know that the customer’s experience is EVERYTHING. From a customer’s first online search and the booking experience to every customer touchpoint and interaction during their time with you, it’s the customer experience management that drives repeat visits and those glowing online reviews. But it’s not just the hospitality industry where customer experience is king. These days, excellent customer experiences and a high quality of service are expected across all sectors. Businesses that fail to meet these expectations risk losing customers, damaging their reputations, and s...
Navigating the Digital Seas: A Dive Into Corporate Digital Responsibility in Hospitality
Khoi Yan Phon | April 1, 2024
By Khoi Yan Phon In the dynamic scene of hospitality, where traditional business practices meet disruptive innovations, a seismic wave is on the horizon. This is not just referring to the usual corporate social responsibility (CSR) jargon; it is diving into the digital deep end with corporate digital responsibility (CDR). This article will explore the nuances of CDR, and how it reshapes the way hospitality giants navigate the tech-infused landscape. The Crossroads of CSR and CDR Unlock the mystery of CDR: think of it as the cool cousin of CSR, orchestrating a symphony of digital prowess and ethical commitment. As the hospitality industry...
Selina Announces Updates to Its Executive Leadership Team
Selina Hospitality PLC | April 1, 2024
NEW YORK--Selina Hospitality PLC ("Selina"; NASDAQ: SLNA), a global lifestyle and experiential hospitality company catering to millennial and Gen Z travelers, today announces recent updates to its executive leadership team. Gadi Hassin has been promoted to Chief Operating Officer (“COO”), where he oversees the operational, commercial and financial performance of Selina’s hotel portfolio. Mr. Hassin joined Selina in 2020 as Managing Partner of the APAC region where he was responsible for significant regional expansion and operational excellence. As COO, Mr. Hassin will leverage his 30 years of experience in the hospitality industry a...
Meet the Money 2024 Program Launched!
Jim Butler | April 1, 2024
By Jim Butler and the Global Hospitality Group Hotel Lawyers | Authors of www.HotelLawBlog.com The Meet the Money® 2024 program has launched on MeetTheMoney.com, and we’re excited to bring you a conference packed with the experts you want to hear from. Join us in Los Angeles for three days of high-level discussion panels and special industry presentations focused on financing, investment, deal-making, and success in this year’s market. This year’s program will include: Networking opportunities, including a wine mixer and a grand welcome reception Special presentations that provide an overview of the state of the industr...
Transforming Hotels With Artificial Intelligence
Robert Rauch | April 1, 2024
Operators Who Ignore New Tech Will Be at a Severe Competitive Disadvantage By Bob Rauch Scheduling and training processes are becoming streamlined; revenue management has improved optimizations, and SEO and marketing strategies rely on AI to enhance online visibility. Chatbots are used for customer service and exist with many hotel providers today. Practical Uses of AI in Hospitality We just revised our menus and wine lists while utilizing AI, and while AI provides insights and depth, it still takes a human to know what is best in a market. This is true with all use cases for AI. It can speed up many processes, support innovation, etc....
HVS ANAROCK Hotels & Hospitality Overview, March 2024
Akash Datta | April 1, 2024
By Akash Datta, Dipti Mohan, Dhwani Gupta Read the latest edition of the HVS ANAROCK monthly industry update, Hotels & Hospitality Overview (H2O), for the key trends in the Indian hospitality industry. Key highlights include: India’s domestic air passenger traffic grew by nearly 5% year-on-year in February 2024. Nationwide hotel occupancy rate is nearing pre-pandemic levels, with key markets like Delhi, Mumbai, and Chennai reporting occupancy rates of more than 80% during the month. There was a notable year-on-year spike in average hotel rates across the country in February 2024, particularly in Delhi and Hyderabad, where...
