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
Six Ways to Create Your Brand’s Experience Personality
Shep Hyken | March 14, 2024
By Shep Hyken Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction? How to Create an Experience Personality I want to take it a step further this week. Last week’s content was meant to get you thinking. Now, I want you to take action on the content. So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: ...
U.S. Hotel Results for Week Ending 9 March
CoStar Group | March 14, 2024
WASHINGTON – 14 March 2024 – U.S. hotel performance increased from the previous week but declined year over year, according to CoStar’s latest data through 9 March. CoStar is a leading provider of online real estate marketplaces, information and analytics in the property markets. 3-9 March 2024 (percentage change from comparable week in 2023): Occupancy: 63.2% (-2.2%) Average daily rate (ADR): US$156.96 (-0.6%) Revenue per available room (RevPAR): US$99.17 (-2.8%) Among the Top 25 Markets, Minneapolis reported the largest year-over-year increases in each of the three key performance metrics: occupancy (...
Fusion Hotel Group Launches Its Fusion Suites Brand in Thailand
Fusion | March 14, 2024
Thailand (March 14, 2024) — Fusion Hotel Group, a fully integrated lifestyle hospitality company, announces its first Fusion Suites property in Thailand. Under its Fusion Suites brand, the Phuket property represents an exciting milestone in what is among Southeast Asia's most important beach destinations. The opening of the property is part of the Group's ambitious plan to expand its lodging wellness concepts in the region. Fusion's brand portfolio includes resort and city center properties in prime destinations, including Cam Ranh, Da Nang, Saigon, Vung Tau and Ho Tram. The Fusion Suites offering is designed to target millennial-m...
California’s Omni La Costa Resort & Spa Begins Extensive Property Renovation
Omni La Costa Resort & Spa | March 14, 2024
Iconic Spa Returns to Glory with Uncovered Design Details; Guest Rooms and Meeting Spaces Receive Timeless Refresh Reminiscent of Southern California Elegance Carlsbad, CA (March 14, 2024) – The iconic Omni La Costa Resort & Spa, California’s preeminent spa resort and destination, will soon unveil sweeping renovations designed to encapsulate the heart of the La Costa Lifestyle. Inspired by classic Spanish-style architecture, this highly anticipated redesign will transform the resort’s 400 unspoiled acres into a pinnacle of luxury and fresh, quiet elegance. “For decades, Omni La Costa has been a world-class destination for sa...
Hilton to Acquire Graduate Hotels Brand for $210 Million
Graduate Hotels | March 14, 2024
Pairing Loyal Graduate Fanbase with Size and Scale of Hilton Will Create New Opportunities for Owners and Guests in Some of the World’s Greatest College Towns MCLEAN, Va. and NASHVILLE, Tenn., March 14, 2024 – Hilton (NYSE: HLT) today announced an agreement with Adventurous Journeys Capital Partners (“AJ Capital”) to acquire the fan-favorite Graduate Hotels® brand, adding a significant growth opportunity for the global hospitality leader in the fast-growing lifestyle hotel market. Hilton will pay $210 million to acquire all rights to the Graduate brand worldwide, enter into franchise agreements for all existing and signed pipel...
NEWH Introduces 2024-2025 Executive Committee Ahead of 40th Anniversary
NEWH | March 14, 2024
The organization celebrates its decades-long mission to advance the hospitality industry through renewed leadership Shawano, WI — March 14, 2024 — NEWH, Inc. is proud to introduce the executive committee for 2024-2025. This year holds particular significance for the organization, as 2024 marks the grand 40th Anniversary of NEWH. While the official milestone is set for October, the celebration commences early with captivating programs leading up to and during the Hospitality Design’s annual HD Expo in Las Vegas from April 29 to May 2, 2024. Through the years, the hospitality industry’s top talent has served on NEWH’s executiv...
California Lodging Investment Conference [CLIC] Hosts Seventh Annual Event
[CLIC] | March 14, 2024
NEWPORT BEACH, Calif., March 14, 2023—Officials of the California Lodging Investment Conference [CLIC], the only hospitality conference focused on the California hotel market, today announced the successful completion of its seventh annual event held at the Westin South Coast Plaza in Costa Mesa, Calif. With nearly 300 attendees, the conference included an opening reception for all attendees and a series of networking events and expert panels discussing the state of the California hotel industry followed by the post-conference networking mixer. “As we continue to build attendance, I was pleased to see so many new faces joining our stal...
35th Hunter Hotel Investment Conference Announces Featured Speakers and New Initiatives
Hunter Hotel Investment Conference | March 14, 2024
ATLANTA, GA (March 14, 2024) – The Hunter Hotel Investment Conference (“HUNTER”) today announces featured speakers and new initiatives woven into this year’s programming. The additions to the 2024 schedule underscore HUNTER’s commitment to incorporating fresh topics and perspectives to its expanding attendee base, positioning itself as the hospitality industry’s leading conference. Amongst the esteemed speakers, HUNTER welcomes Cassie Kozyrkov, Google’s first chief decision scientist, to lead an engaging session on artificial intelligence and its evolving impact on the hospitality industry. Additionally, joining the 2024 s...
UrVenue Showcases Latest Venue Management Technology at the 2024 Bar & Restaurant Expo
UrVenue | March 14, 2024
The full-stack platform delivers robust commerce, operations, and guest experience capabilities for bars, restaurants, nightclubs and other lifestyle hospitality venues; Visit UrVenue in Booth 1514 at the Las Vegas Convention Center on March 19th and 20th LAS VEGAS, Nev., March 14, 2024 — Attendees of the 2024 Bar & Restaurant Expo will learn how to unlock incremental profit with the industry’s most robust venue management system from UrVenue. The company’s full-stack hospitality technology platform was purpose-built for individual lifestyle venues, including bars, lounges, nightclubs, dayclubs and mixed-use, eatertainment venues...
Rio de Janeiro Room Rates Peaked During Carnival
CoStar Group | March 13, 2024
WASHINGTON – 13 March 2024 – Helped by Carnival, Rio de Janeiro’s hotel industry recorded its highest average daily rate (ADR) and revenue per available room (RevPAR) since 2016, according to February preliminary data from CoStar. CoStar is a leading provider of online real estate marketplaces, information, and analytics in the property markets. February 2024 (year-over-year % change): Occupancy: 69.6% (-4.7%) Average daily rate (ADR): BRL996.92 (+9.1%) Revenue per available room (RevPAR): BRL694.02 (+4.0%) Carnival took place 9-17 February, and the market’s room rates peaked on the third and fourth night of the fe...
Dubai Hotel Performance Jumped During Eventful February
CoStar Group | March 13, 2024
WASHINGTON – 13 March 2024 – A series of events pushed all-time high occupancy levels in Dubai, according to February preliminary data from CoStar. CoStar is a leading provider of online real estate marketplaces, information, and analytics in the property markets. February 2024 (year-over-year % change): Occupancy: 90.8% (+3.4%) Average daily rate (ADR): AED887.06 (+9.3%) Revenue per available room (RevPAR): AED805.21 (+13.1%) The market’s hotel performance was helped by several events including Gulfood (19-23 February), the 2024 FIFA Beach Soccer World Cup (15-25 February), the 2024 Dubai Duty Free Tennis Championshi...
Tulsa Tourism Is on the Rise
Kira Black | March 13, 2024
By Kira Black Tulsa’s tourism industry has experienced a strong recovery from the COVID-19 pandemic. Tourism is Oklahoma's third-largest industry and is second only to oil and gas in bringing out-of-state dollars into Oklahoma. In 2021, along with the recovery from the pandemic and rebound of the hospitality industry, tourist spending was slightly below the 2019 revenue level. Leisure and group demand recovery continued through 2022, resulting in record-breaking tourism revenue for Tulsa. Many of Tulsa's tourism and group demand generators are located downtown, such as the Tulsa Performing Arts Center, the Cox Business Convention Ce...
A Healthy Revenue Mix From Guests and Locals With a Mexico City Case Study
Adam and Larry Mogelonsky | March 13, 2024
By Adam and Larry Mogelonsky Hotel properties all over the world are embracing the concept of ‘stewardship’ – that is, acting as a pillar of support for sustaining and invigorating the neighboring community, culture and environment. In addition to supplying jobs and supporting charitable causes, a commendable way to go about this is to introduce amenities and programming that allow for locals to participate and mingle with incoming travelers. What we contend is that when a hotel fosters this strong sense of community, the results are nothing short of magical, and this is reflected through a positive impact on guest satisfaction, d...
The Benefits of a Small Hotel Management Company
Kasia Russell | March 13, 2024
By Kasia M. Russell The last few years have been fraught with mergers and acquisitions in the hotel management space. Companies have grown larger and less personalized, more streamlined, increasingly technologically advanced, and geographically agnostic. The benefits of a large management company may seem obvious: efficiency and economies of scale, technology and innovation, specialized knowledge and resources, and distribution channel advantages, among others. However, when choosing a management company for your hotel, I encourage you to look beyond the seemingly obvious and evaluate whether a more personalized and strategic approach is a...
Atwell Suites Austin Airport Lands in Texas
IHG | March 13, 2024
ATLANTA [March 13, 2024]: Atwell Suites – part of IHG Hotels & Resorts (IHG), one of the world’s leading hotel companies – today announced the opening of its first Texas property in Austin. Atwell Suites Austin Airport marks the third U.S. open property for the brand, following debuts in Miami and Denver. The 80-room Atwell Suites Austin Airport is the brand’s first conversion property – bringing a new kind of all-suite accommodation to the area – designed to support longer stays that allow for easy transition between business and leisure. Karen Gilbride, Vice President of Atwell Suites, avid hotels & Garner ho...
Marriott International Signs Agreement to Bring JW Marriott to Greece With Vasilakis SA
Marriott International | March 13, 2024
JW Marriott Crete Resort & Spa will introduce the brand’s mindful ethos and serene spaces to the sought-after island destination Marriott International, Inc. announced it has signed an agreement in collaboration with Vasilakis SA to bring the JW Marriott brand to Greece. Anticipated to open in 2025, JW Marriott Crete Resort & Spa will span 100 acres of coastal beauty and will be a haven for travelers who seek a luxury escape paired with exceptional service and holistic well-being experiences. SWOT Hospitality, known for its expertise in managing luxury hotels across Greece, will collaborate with Vasilakis SA and Marriott Interna...
Driftwood Hospitality Management Assumes Management for Hilton Garden Inn San José City Mall
Driftwood Hospitality Management (DHM) | March 13, 2024
The property marks Driftwood Hospitality Management’s continued expansion into the international market North Palm Beach, Fla. (March 13, 2024) – Driftwood Hospitality Management (DHM) announces it has assumed management operations and responsibilities for the Hilton Garden Inn San José City Mall, a 149-key hotel in Alajuela, Costa Rica, just outside the country’s capital of San José. Serving as Hilton Garden Inn’s 1000th property worldwide, the hotel is DHM’s second international property. As part of the strategic portfolio addition, DHM will embark on a comprehensive management strategy to maintain and improve the overall ...
Spire Hospitality Names Ryan Phillips General Manager of TownePlace Suites by Marriott Denver West/Federal Center
Spire Hospitality | March 13, 2024
IRVING, TX — March 13, 2024 – Ryan Phillips has been named the general manager of TownePlace Suites by Marriott Denver West/Federal Center. Located at 800 Tabor St, Golden, CO, the hotel is managed by Spire Hospitality. Phillips will oversee all hotel operations, including administration and revenue management. He will also spearhead the property’s mission to provide outstanding guest service. He will report to Steve Neth, Spire Hospitality’s vice president of operations. TownePlace Suites by Marriott Denver West/Federal Center is a 106-suite property located near Denver Federal Center, Red Rocks Amphitheater, and Coors Br...
Virginia’s Massanutten Resort To Expand Offerings With New Hotel and Indoor WaterPark
Massanutten Resort | March 13, 2024
Massanutten Resort Caters to Increased Demand with New Indoor WaterPark and Hotel Massanutten, Va. – March 13, 2024 – Massanutten Resort, a premier four-season resort located in the heart of Virginia’s Shenandoah Valley, today shared updates on the major enhancement of its Indoor WaterPark, along with a planned new-build hotel slated to break ground this Spring. The first phase of an overarching, multi-year master plan that will see Massanutten further diversify its award-winning offerings – including a new 55+ active adult lifestyle community and more - the WaterPark expansion and new hotel are both expected to be completed by e...
Best Western Rutgers University Hotel Is Now Open in New Jersey
BWH Hotels | March 13, 2024
East Brunswick, New Jersey (March 13, 2024) – Best Western® Hotels & Resorts announces the opening of the Best Western Rutgers University Hotel, located at 195 Route 18 in East Brunswick, New Jersey. The hotel is owned by Gayatrima LLC and features 133 guestrooms. The property recently underwent extensive renovations, offering guests a variety of brand-new amenities and a contemporary design. The guestrooms feature several enhancements, including new furniture and mattresses alongside a refreshed look. Best Western Rutgers University Hotel’s amenities include a top-of-the-line fitness center, sundry shop, complimentary hot break...
Aqua-Aston Hospitality Promotes Andrea Mue to Managing Director
Aqua-Aston Hospitality | March 13, 2024
A hospitality veteran and financial expert, Mue takes on responsibility for a diverse portfolio. Honolulu, Hawaii (March 13, 2024) – Aqua-Aston Hospitality, a distinguished player in the hospitality industry with a legacy dating back to 1948, proudly announces the appointment of Andrea Mue as its new Managing Director. Mue steps into this role succeeding Denis Ebrill, who recently retired. Headquartered in Honolulu, Aqua-Aston is one of Hawaii's premier vacation rental program operators, offers condominium administration services, and manages hotels and resorts in Hawaii, the U.S. mainland, and Costa Rica. In addition to its propriet...
Hotel Zessa Santa Ana – a DoubleTree by Hilton Debuts New Name Following Completion of Extensive Renovation
Hotel Zessa | March 13, 2024
SANTA ANA, Calif. (March 13, 2024) – Hotel Zessa, a DoubleTree by Hilton, formerly known as the DoubleTree by Hilton™ Santa Ana - Orange County Airport, proudly announces its new name, following an extensive renovation. Nestled in the heart of Orange County, the hotel welcomes guests to experience a perfect blend of classic upscale style and trendy indie boutique vibes. The transformation captures the essence of Southern California's allure, where the Orange County lifestyle harmoniously meets business magnetism. Boasting a revitalized atmosphere with unique artistic features, Hotel Zessa invites guests to experience this truly one-o...
Salterra Resort & Spa Appoints Key Leadership
Marriott International | March 13, 2024
South Caicos, March 13, 2024 – Salterra, a Luxury Collection Resort & Spa, Turks & Caicos proudly announces the appointment of two seasoned hospitality professionals to its leadership team: Melina Forla has been appointed as General Manager, and Marti Trieschmann joins as the Luxury Director of Sales & Marketing. “We are thrilled to have Melina and Marti join our team,” said Michael Tibbetts, CEO of JEM Worldwide, the developer of Salterra. “As we plan for Salterra’s grand opening in early 2025, Melina and Marti will lead our efforts to create a unique sense of place and focus on sustainability that will define our e...
How The Japanese Concept Of Omotenashi Can Elevate The U.S. Hotel Industry
Anna Marie Presutti | March 13, 2024
By Anna Marie Presutti, VP and GM of Hotel Nikko San Francisco In today's competitive landscape, hotels are constantly seeking innovative ways to distinguish themselves and enhance their guest experience. One approach that has gained traction in recent years is the adoption of Omotenashi, a Japanese concept of hospitality that emphasizes sincere and heartfelt service. At its core, Omotenashi is a philosophy deeply rooted in Japanese culture embodying warmth, sincerity, and an unwavering commitment to guest satisfaction. Unlike traditional Western notions of hospitality, which may focus primarily on meeting guests' needs efficiently, Omo...
